PACE Awards Lead to 35 Per Cent Performance Advantage

24 June 2009

Liverpool-based CB Transport Refrigeration, also known as Carrier Transicold Northwest, was named Service Partner of the Year at Carrier Transicold’s Performance Assessment and Competitive Excellence (PACE) Awards.

The award presentation marks the inaugural year of the PACE programme, which was launched in March 2008 to measure and further improve the level of customer service delivered via Carrier Transicold’s nationwide service network.

Scott Dargan, Operations Director at Carrier Transicold, states, “Since we announced the PACE programme, we’ve seen the performance of our service partners increase by 35 per cent on a cumulative basis across the network, measured against 15 stringent key performance indicators (KPI). CB Transport Refrigeration has been at the forefront of this success, and its technical competency, facilities and commitment to first class customer service are second-to-none. It’s a true flagship for the network.”

The KPI’s form a major part of the assessment criteria for the PACE awards, with each service partner continually measured in areas such as planned maintenance completion rates, breakdown response times, first time fix rates and spares availability.

This performance data can be monitored in real time from any PC with web access by both Carrier and the service partners. The KPI are also supplemented at each location by site audits, which monitor 45 individual service standards, ranging from branding and image to environmental compliance.

“In addition to forming the basis of the PACE Awards, the measurement of this performance data has proven to be essential for information sharing with our customers. Such transparency has helped to demonstrate the significant added-value that our contract maintenance programmes deliver and how they translate directly into achieving maximum uptime. It’s a system unlike anything else in the UK temperature controlled aftermarket sector,” explains Dargan.

In recognition of achieving such high standards across the network, Carrier Transicold service partners qualified for a financial award to be re-invested back into their businesses. Each service partner was presented with a cheque by Carrier Transicold, varying in value against their overall standings in the PACE programme.

The award presentations were made at the company’s annual service partners’ conference, which took place at Cranage Hall in Cheshire. The event also celebrated the achievements of Carrier Transicold Manchester and Carrier Transicold Glasgow, which finished in second and third place respectively. Their success earned them the title of Premier Status Service Partners.

Established more than 29 years ago, CB Transport Refrigeration is based in Knowsley, Merseyside, and operates from a modern 1,700 square metre workshop which can accommodate up to 10 double-deck trailers. With 24 hour on-site access, the company employs 25 people and enjoys a customer base ranging from major national operators through to European and global blue-chip corporations.