Downer is a large multi-national company known for its expertise in asset management, roading, pavements and water services.
In October 2008, Downer (formerly Downer EDI Works) purchased the Excell Corporation, which included a small plant workshop that serviced Manukau City Council’s groundcare and park maintenance equipment. However, Downer has a policy of not owning or operating workshops, so the opportunity was given to Stevenson Engineering to take over and manage the workshop they had acquired. This all stemmed from an existing relationship between Downer and Stevenson Engineering going back 5 years, where we provided them with service and maintenance work on their equipment.
THE WORK
We were contracted to provide light to medium-sized equipment and vehicle maintenance for Downer. This equipment and machinery is primarily used for local body maintenance contracts, which include park maintenance and groundcare work for reserves and sports fields. Since taking over the workshop, we have serviced, repaired and maintained over 750 items of machinery, ranging from chainsaws, leafblowers and lawnmowers, to earthmoving equipment, coring machines, grass sowing machines and more.
HOW STEVENSON ENGINEERING MADE A DIFFERENCE
HAVING A PERFORMANCE-BASED CONTRACT
Because Downer is measured on very stringent key performance indicators (KPIs) by the likes of Auckland City and Manukau City Council, there is no room for error. So we put a performance-based contract in place, to show Downer that they have our support, and that we are extremely committed to delivering a quality service, each and every time.
The KPIs set by Downer measure everything we do, from our response times, quality of work and customer service. Quarterly meetings are held to review and assess the work.
“We’re the only people who use KPIs like these for Downer, and it’s a great way for them to measure us. It’s the first time we’ve ever done it at Stevenson Engineering, and it’s the first I’ve ever seen in the industry.” – Grant Wearing, general manager.
OUR ONE-STOP-SHOP WORKSHOP
The wide range of facilities and skills we have at our East Tamaki workshop plays a big part in our relationship with Downer. Because we’re not a franchise-style garage, we can work on different brands and types of machinery, and we have the knowledge and experience backing us up.
This means we provide everything from auto-electrical services to welding all under one roof, saving our customer time and money so they can get their machine up and running as soon as possible.
QUALITY ACCREDITATIONS: ISO 9001 AND ENVIRO-MARK®NZ DIAMOND
On having ISO 9001
In addition to the stringent KPIs set by Downer, we also follow procedures set out in ISO 9001 to ensure that we deliver a quality service and a high standard of work every time.
As a large company with over 100 people working here, we believe it’s important to have the right systems in place, where we record all the work we do so the there’s accountability and a standard to work to.
ON ACHIEVING ENVIRO-MARK®NZ DIAMOND CERTIFICATION
As we look after Downer’s groundcare and park maintenance equipment, it makes sense that we do it in an environmentally responsible way. This certification demonstrates that we are proactive in doing so, and that any work we do for our customers is done with the idea of minimising and preventing environmental damage on their site.
THE RESULT
In the two years we’ve worked for Downer, we have exceeded their requirement for an 85% customer satisfaction rating. We believe that we can continue to improve on that result, and our goal is to reduce Downer’s goods and services costs by no less than 10% by the 31st of December, 2010.
“Stevenson Engineering do an extremely professional job. The quality of their repairs is second to none. They keep to the timelines set for delivery. Their communication is very good about the progress of the various items of equipment under repair. They’re very responsive to our needs, meeting the KPIs set in our service agreement. They are a pleasure to deal with and I enjoy going to Stevenson to catch up with their team. The atmosphere there is always very positive.”
GRAHAM WALKER, NORTHERN REGION PLANT MANAGER FOR DOWNER