Several Freightliner Northwest branches recently underwent Daimler Trucks North America Elite Support recertification inspections covering an extensive list of over 130 measurable components designed to establish the best customer experience possible.
The latest round of inspections took place at FNW locations in Spokane, Olympia, Mount Vernon, and Pacific, Washington. Following the extensive Elite Support criteria requirements, the facilities were accessed both for cleanliness as well as process execution, consistency and continuous improvement initiatives. All areas of the business are inspected from top to bottom with the customer and process efficiency in mind. Recertification is a testament to the hard work, determination, and devotion of the teams supporting each branch throughout all the business channels.
Upon completion of the individual inspections, teams are provided both positive feedback as well as items in need of improvement. While all dealer family locations strive for perfection, constructive criticism is an expected and welcomed challenge for the dealer teams. Critical items provide the teams opportunities to branch out of their comfort zones and embrace improvement, process development, and a continuously higher quality of service.
Maintaining Elite Support certification is no easy task. There are (139) different criteria, with changes and additions made annually, that must be met for recertification. Each store walked away with Opportunities for Improvement, which is expected, but during each recertification the facilitators commented on how impressed they were with each store’s culture. I am extremely proud of the CICs, as well as the rest of the teams, at these four branches. – Sean Bolan, Dealer Family Continuous Improvement Coordinator
Driver comfort and amenities were given high regard throughout the dealer family, boasting comfortable waiting areas, accommodations and customer service. In addition, the FNW-Pacific, WA Bodyshop was identified as one of the most organized and well-kept Bodyshops observed by the Elite Support inspectors. Most of the areas for improvement from the latest inspection were around process and express assessment improvement to which the stores have embraced the challenge and are hitting the ground running.
About Gordon Truck Centers
Built upon over 30 years of helping customers satisfy their transportation needs, Gordon Truck Centers, Inc. is an expanded network of dealerships doing business as Freightliner Northwest, Western Star Northwest, and Freightliner of Hawaii. The Dealership Family has 12 locations located off nearly every major highway throughout Washington, Oregon and Hawaii. As a full-service Freightliner, Western Star, Fuso, Wilson Trailer, Reitnouer Aluminum Trailer dealership family, GTC can sell, finance, insure and service commercial trucks for medium and heavy-duty applications.