Carrier Transicold Service Partners Rewarded for Performance Improvements

27 September 2011

CB Refrigeration, also known as Carrier Transicold North West, has been named “Service Partner of the Year 2011” as part of Carrier Transicold’s Performance Assessment and Competitive Excellence (PACE) awards programme. Carrier Transicold, a unit of Carrier Corp., the world’s leader in high technology heating, air-conditioning and refrigeration solutions and a business unit of United Technologies Corp. (NYSE: UTX), helps improve global transport and shipping temperature control with a complete line of equipment for refrigerated trucks, trailers and containers.

The PACE programme, launched in 2008, measures the performance of Carrier Transicold’s network of service partners against 25 rigorous Key Performance Indicators (KPIs), which are monitored in real-time via unique web management software.

Compliance to 45 individual service standards, ranging from branding to the quality of workshop facilities, are physically audited as part of the PACE programme to ensure customer satisfaction levels remain consistently high. Carrier Transicold has reported a 28 per cent cumulative rise in performance levels across its UK service partner network while continuing to invest in the PACE programme.

In addition to CB Refrigeration, Carrier Transicold Manchester and Carrier Transicold Southern – taking second and third places respectively in the programme – also earned “Premier Service Partner” status. Pullman Fleet Services’ operation in Tamworth, which trades as Carrier Transicold Central, was named as the “Most Improved Service Partner,” building further on its strong 2010 performance.

“Our service partners really stepped-up to the mark this year as the KPIs were tougher than ever before,” said Scott Dargan, operations director for Carrier Transicold UK. “The result was an increase in overall performance since the programme was launched three years ago. There is no room for complacency in maintaining a strong brand reputation; our service partners strengthen our offering by providing a consistent and reliable service to our customers.”

KPIs measured as part of the award criteria include planned maintenance completion rates, breakdown response times, first time fixes and spares availability. Carrier Transicold believes these measurements directly translate into a more efficient and cost-effective service across the board.

“We have continued to make financial investments into our partners’ businesses this year,” added Dargan. “These are offered in accordance with each partners’ overall standing in the PACE programme and in recognition of the efforts made to improve individual performance levels.”

The Carrier Transicold network is made up of 25 service partners across the UK – including more than 180 mobile engineers – that manage the installation, service and repair of temperature controlled equipment fitted to vans, trucks and trailers.