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the magazine for Vauxhall staff and retailersOctober 2011

staff star in new tV advertPagE 16

Prime time

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tickets!PagE 28

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THE MAGAZINE FOR VAUXHALL STAFF AND RETAILERS

It's been a busy couple of months at Vauxhall, not least as we ramp up our activity on the Home Nations football sponsorship front. The stirring TV advertisement was just the start. Read all about the football action on pages 16-19.

August was a fantastic month for vehicle sales – and a real return to form. We were number one in the car Retail market, number one in the van Retail market year-to-date and number one Fleet manufacturer year-to-date!

The popularity of Flex Finance is driving our success in the Retail market, with over 30,000 applications so far and reports of excellent margins on the majority of sales through the programme.

As the seasons change, winter commodities are selling well – 1,300 sets of snow socks were ordered in August, which helped Aftersales exceed their parts and accessory sales forecast.

Focusing on our customer satisfaction measures, July’s Service Satisfaction Survey (SSS) score was 73 per cent, while the Purchase Satisfaction Survey (PSS) score was 90.1 per cent – the highest ever monthly score!

Our new Customer Excellence Awards scheme will use 2011 PSS/SSS scores to judge the best performing retailers on that front. The details are on page 22.

Let’s keep up the momentum to make 2011 a great year for everyone!

REGULARSFEATURES14 GET LOADED loading trials pay off for

the ampera

15 LOCAL FLAVOUR Gerry Baker on tuning

Vauxhalls for the UK

16 PLAy BALL! from ad campaigns to

match tickets to stadium branding, Vauxhall’s football sponsorship has well and truly come alive

20 SHOW BOATERS denis Chick reports from

the frankfurt Motor Show

22 MOTIVATION FACTOR andy Gilson explains the

strategy behind the new Customer excellence awards

10 GM NEWS What’s happening in the

world of GM

12 RETAILER NEWS a round-up of news from

the Retailer network

23 A DAy IN THE LIFE On the road with trade Club

parts rep Roger Cooke

24 PEOPLE POWER apprentices, undergrads,

athletic feats, old car parts and lots more

29 PHOTO FINISH Who's won the annual

photography competition?

30 LEISURE TIME Win £25 in our Crossword

and Sudoku competitions

IN THIS ISSUE

DUNCAN ALDREDMANAGING DIRECTOR VAUXHALL MOTORS

EDITORSachin Rao01582 42719007866 469073MANAGING EDITORJos Sharp01582 427173

If you have an idea for a story to put forward, please tell the correspondent in your area. Any events, personal or work-related achievements, people doing unusual or interesting hobbies or sports – tell your correspondents.

SITE EDITORSEllesmere Port Hollie Gregory 0151 350 2233WarehouseRay Harris 01582 426 6809GMM Luton Charlotte Maclaren 01582 409 219

Torque is written, designed and producedby beetroot, 68 Leonard Street, London EC2A 4QX (telephone 020 7749 0180), on behalf of General Motors UK Limited, Luton.

If you’d like to contact the magazine email sachin.rao@vauxhall.co.uk

02 TORQUE MAGAzINE

fOOty feVeR iS CatChinG!16

aMpeRa'S aWaRd-WinninG SpRee07

NEWS 100,000TH SPORT TOURER ROLLS OFF THE LINE 04 2012 INSIGNIA IS A SAFE bET 05 AWARdS GALORE FOR AMPERA 07

NEWS AND VIEWS FROM AROUND VAUXHALL AND GM GLOBALNEWS AND VIEWS FROM AROUND VAUXHALL AND GM

RAMP IT UPThis season, Vauxhall showcased some of the hottest and most innovative designs going – not least the Astra GTC – at Vauxhall Fashion Scout, held in September at the Freemason’s Hall in Covent Garden, London.

Vauxhall collaborated with emerging British menswear designer James Small to showcase his Spring/Summer 2012 Collection.

Vauxhall also created a short film featuring Jaime Winstone and the Astra GTC, collaborated on a 'front row' and hosted a coveted wrap-up party during London Fashion Week.

The front row was attended by fashion's elite including Kate Moss, Jamie Hince, Jaime Winstone, Sadie Frost and Meg Matthews.

Over the last eleven seasons of the twice-yearly

Fashion Scout, Vauxhall has established itself as a brand that supports innovative talent, aligning with some of the hottest designers and showcasing its cars to a new audience.

03OCTObER 2011

Annabelle Neilsen, Kate

Moss and Jamie Hince at

Fashion Scout. Left inset:

James Small. Right inset:

The Vauxhall Comms team

ups the glamour quotient!

04 TORQUE MAGAzINE

NEWS

Ellesmere Port hosted two visits from GM bosses within a week recently. First to visit the Plant was Vauxhall/Opel Chief Executive Officer Karl-Friedrich Stracke, accompanied by Reinald Hoben, Vauxhall/Opel Vice President Manufacturing.

The pair hosted a ‘diagonal slice’ meeting with employees from all areas of the Plant. The discussion spanned topics such as the search for more UK suppliers, green energy, powertrain development, planned reductions in vehicle weight and allocation of the Next Generation Astra. It had been 13 years since Karl-Friedrich last visited Ellesmere Port, and he said of the progress since then: “I can see huge improvements and I am very impressed with the attitude, culture of the people and their willingness to improve things and to learn more about the business.”

GM CHIEFS VISIT ELLESMERE PORT

Recent visitors Karl-Friedrich Stracke and Reinald Hoben (above) and Cindy Brinkley (right)

Proud employees with the 100,000th Astra Sports Tourer at the Ellesmere Port plant

A week later, the Plant was again hosting a GM VIP – this time it was Cindy brinkley, Vice President Global Human Resources, on a whistle-stop tour of Europe. Her first destination was Ellesmere Port, where she met HR director Phil Millward, before travelling on to Germany and Spain.

It was a special day for the Ellesmere Port plant, as the 100,000th Astra Sports Tourer left the production line on 20 July 2011 – just 10 months after the model was launched.

It was even more special for Ellesmere Port’s longest-serving employee and senior Trade Union member John

A GRAND CENTURyCooper, who was given the honour of driving the milestone motor off the production line, as visiting local dignitaries looked on.

“I was proud and honoured to be chosen to accompany the 100,000th Sports Tourer as it left our plant,” said John, who has worked as production

operator on various stations since 1967. “It’s a great car with an elegant ride and great looks, and I’m looking forward to sending many more to future Vauxhall customers all over the world”.

Plant director Tony Francavilla praised plant teams past and present: “My thanks go to all employees who, like John, perpetuate the plant’s success story year after year, building world class cars and paving its way into the future.”

05OCTObER 2011

“ NICK REILLy IS ONE OF OUR HEROES AFTER HELPING STEER [GM] AWAy FROM FINANCIAL CRISIS” AUTO EXPRESS

Going once, twice, thrice…. to Vauxhall. For the third time in a row, Vauxhall

has scooped Motability’s major manufacturer award. The ‘Manufacturer Partner Over 10,000 Registrations’ award was given to the company for its work with Motability Operations to offer 14 per cent of its cars on the Motability Scheme with no advance payment.

Vauxhall’s commitment to providing a wide range of models with low emissions and an almost 50 per cent

increase in applications also helped clinch the decision. New Meriva also received special mention for its flexibility of seating and doors.

Mark Wheeler, Head of Manufacturer and dealer Relations, Motability Operations, said: “Vauxhall has showcased its firm support of Motability with clear evidence that customer needs are at the heart of all decisions.”

Steve Catlin, Vauxhall’s Fleet Marketing Manager, said: “It’s an honour to be recognised by such a large fleet organisation which does so much good work to assist those with limited mobility. It is also a great reward to all Vauxhall employees who have helped us build such a compelling fleet offering and our highly engaged Retailer network.”

MAJOR AWARd FROM MOTAbILITy

President of GM Europe Nick Reilly has been inducted into the Auto Express Hall of Fame – only the third person ever to receive this honour. The motoring

magazine awarded Nick the honour, as ‘an outstanding individual in the industry’, at a glittering ceremony in August.

The judges praised Nick’s role in securing the future of Vauxhall: “He is one of our heroes after helping steer the world’s biggest car maker away from financial crisis.” Nick’s championing of Ampera was another deciding factor. The magazine said that “Reilly has been a driving force behind it – he even drove it from his home in Frankfurt to launch it at the Geneva Motor Show last year!"

WALK OF FAME

Insignia will be bringing in 2012 in style with a raft of changes including clever new safety equipment, a new-to-range engine, and reduced emissions and greater fuel efficiency.

A new Front Camera, which includes a collision prevention system and traffic sign recognition, will be available as an option on certain models in Cy 2012. The clever tech flags up posted speed limits, no-overtaking signs and traffic-restricted zones in urban areas. It also incorporates Following distance Indication and Forward Collision Alert, which

warns drivers if they’re getting too close to the car they’re following or in danger of hitting it.

The new 1.4 litre Turbo promises to be more economical than the existing 1.8 litre petrol, and for the first time, ecoFLEX models are available with a version of Vauxhall’s Start/Stop system, for some of the lowest CO2 figures in class. A newly developed Rack Assist

Electric Power Steering (REPS) system is now standard on all Insignia models fitted with manual transmission. As the system activates the hydraulic steering pump only when it’s required, the car uses less fuel as a result. A new generation of navigation and infotainment systems, along with detail trim, equipment and colour changes, enhance the 2012 Insignia

range still further. First deliveries of the new

model began on 23 September.

INSIGNIA MOVES UP A GEAR FOR 2012

L-R: Andy Vincent, Steve Catlin, Hugh Edwards and James Taylor

NEWS

35,000 PEOPLE ARE FANS OF THE CORSA ON FACEBOOK

06 TORQUE MAGAzINE

The Vauxhall Lifetime Warranty is one year old. To celebrate its anniversary, Vauxhall is out to find the oldest car in the UK wearing the Griffin badge that’s still road-legal, has covered less than 100,000 miles and has been owned by the same person from the date of first registration.

All Vauxhalls qualify, so if you own a Victor or a Viva or even a Lotus Carlton, and bought it new all those years ago, Vauxhall would like to hear from you.

Go to vauxhalldriverscentre.co.uk/oldestcar and fill in the entry form there, telling us which model you own, its current mileage, when you bought it new and from which dealer.

Entries must be received by 16 October, so don’t delay.

Subject to verification, the owner of the winning car will receive a half-day performance driving course in the latest 325 bhp Insignia VXR at Millbrook Proving Ground in bedfordshire.

OLD IS GOLD

Do you love your Corsa? You’re not alone. Vauxhall’s Corsa Facebook page has over 35,500 fans – that’s a lot of big love for a little car.

Corsa fans love to talk about their cars so when Vauxhall asked them ‘Did you buy a new or a used Corsa?’ 85 people joined the discussion. Here’s just a few of their comments:

“I bought a brand new Corsa Excite in March this year :-) and loving it!”

“I've had 2 Corsas... new 57 plate sxi which I loved.... then changed it for a new 60 plate Limited Edition and love this even more!! :-) Happy Vauxhall Customer!”

“It’s 3 yrs old now and still as good as new.”“Used, and it’s still like new – old Corsas

never die, they just get faster.”

LOVE yOUR CAR? CORSA yOU dO!

Vauxhall’s commitment to buying British is paying off for the company and its British suppliers.

The company pledged to source £200m of new supply contracts from the UK by the end of 2011 and it hit that target in September, three months ahead of schedule.

Vauxhall has increased its UK sourcing to 15 per cent, ensuring an additional £40m is spent per year with UK suppliers.

The parts sourced in the UK now range from carpets to powertrain parts, cargo nets to suspension springs and load compartment covers to exhaust systems.

Vauxhall Chairman Bill Parfitt was the inaugural Chairman of the Automotive Council’s Supply Group. He said: “UK suppliers excel in quality and overall competitiveness. I am very pleased that we have succeeded in sourcing some of our parts directly from the UK.

"It is part of Vauxhall’s plan to buy British and support UK manufacturing and we are going to persevere in this direction.”

UK SOURCING PAyS OFF

Vauxhall Chairman Bill Parfitt

Labour Party Leader Ed Miliband and Shadow Chancellor Ed Balls visited the Luton Plant in September. The two Eds toured General Assembly where they met employees and answered their questions. The Labour Leader had warm words for the Vauxhall plant, saying: “The work that is being done here is incredibly inspiring. I think the future is very bright for this company and we want to make it as bright as possible for people here and across Luton.”

ED, WHITE AND BLUE

07OCTObER 2011

COMPETITORS BEATEN By THE AMPERA TO WIN THE NEXT GREEN CAR AWARD

26

Vauxhall was at the forefront of low carbon technology at EcoVelocity, a new eco motoring festival featuring the very latest green automotive technology.

The Ampera was one of the stars of the show, organised in partnership with Metro newspaper, What Car? Magazine and TfL, and held at London’s battersea Power Station.

LOW-CARB DIET

The Ampera is one popular car, and has been getting a bootful of awards. The latest comes from What Car? magazine.

The respected title has named the Vauxhall Ampera as its Green Car of the year 2011. And that’s not all – it also voted the Ampera top alternative-fuel car.

What Car? Editor-in-chief Chas Hallett said: “The Vauxhall Ampera represents a massive step for alternative-fuel cars. It offers all the benefits of owning an electric vehicle with virtually none of the drawbacks.

“It gives motorists the ability to dramatically reduce their emissions without changing their lifestyle, which is exactly what green cars need to do.”

It’s not the first time the Ampera has impressed What Car?’s judges. In 2009, when Vauxhall first revealed details of the car’s clever propulsion system, the magazine gave the Ampera its prestigious Green Technology Award.

GREEN ANd bARE IT

Vauxhall has been honoured with an impressive treble at the Next Green Car Awards 2011, with the Ampera winning both the overall gold award and the next generation award, while the Corsa won the prestigious supermini accolade. Both models were selected from shortlists of 27 of the UK’s greenest new cars, chosen for their environmental rating, level of innovation, value, drive experience and design.

“The 2011 winners reflect the latest technologies being used by manufacturers to improve fuel economy and reduce emissions,” said Dr Ben Lane, Managing Editor of Next Green Car, a company that informs potential consumers about environmentally-friendly cars. “The Ampera is an electric car with no range anxiety, ultra-low emissions, state-of-the-art design and a joy to drive – a game changer.”

The Corsa 1.3 CDTi Start/Stop ecoFLEX was also lauded: “A value green car, it is great to drive, has improved styling, and delivers fantastic fuel economy without cutting back on comfort or safety features.”

A GREEN SWEEP

Ample award! The Ampera has bagged a host of accolades recently...

Over 500 people got the opportunity to test drive a prototype Ampera on a specially constructed circuit, before the car goes on sale in the UK in early 2012.

There was also the chance to see the ground-breaking HydroGen4 concept which is currently taking part in real world testing in berlin as part of a clean energy partnership programme.

The concept, which is the fourth-generation fuel cell vehicle from GM, replaces combustion with an electro-chemical reaction to power the electric drive, resulting in only water vapour being emitted from the tailpipe.

Complementing the Ampera and HydroGen4 were some of Vauxhall’s latest green cars that use conventional engines, including the 94g Corsa ecoFLEX, the lowest-emission

Vauxhall currently on sale.

environmentalist and a patron of the Project, in Ottawa, before visiting an Inuit community at Pond Inlet in the Arctic Circle to learn about local issues, such as the impact of mining and shipping, and the fine balance of development versus climate destabilisation.

“In Mexico, we studied the conservation of the vaquita, an extremely endangered sea mammal, and finally, on Panama’s Boro Colorado island, experienced the culture of the Wounaan tribal community and learned about their struggle for land rights.

“Besides the chance to meet

wonderful people like Jane who have dedicated their lives to helping others, the trip shed light on the complex web of politics, economics, ecology and culture, taught me the importance of action, and interested me in focusing my research towards developing sustainable power generation and transportation systems for communities who really need it.”www.vauxhallprojectearth.com

08 TORQUE MAgAzInE

NEWS

“ThE Trip haS ShEd lighT oN ThE complEx WEb of poliTicS, EcoNomicS, Ecology aNd culTurE.”adam malloy

Sustainability and conservation are watchwords at Vauxhall – a vision that the Ampera clearly represents. But the company has many arrows to its green quiver, and one of them, Project Earth, is actively working towards protecting some of world's most endangered areas.

The Project recently took a group of students and young pioneers to four remote locations to engage with endangered local communities, meet environmental crusaders and understand more about the role we can all play in living, working – and designing, building and driving cars – in ways that preserve our planet.

One of these young sparks was Adam Malloy, a PhD student in Alternative Propulsion Systems (low-carbon transportation) at Imperial College, London. Selected in conjunction with Millbrook Proving ground, Adam joined 14 other people – including Katie Melua – in travelling to these far-flung

EarTh, WiNd aNd firE

places and having his mind opened to the state and needs of the Earth.

“It was an amazing, inspiring and humbling experience,” said

Adam. “We met Jane goodall in Tanzania and gained insight into

her humanitarian projects, which are helping women, children and forests.

next, we met Buzz Aldrin, a passionate

project Earth took adam malloy (below) and 14 others to endangered locations from africa to the arctic circle.

09OCTOBER 2011

David Lines, Daniel Savory and gary Tebbutt from the Tech Centre have become the first technicians to qualify to work on the Ampera.

Customer Care Manager Dave Doublett explained: “The Ampera is a complex vehicle and requires very high levels of expertise to understand and carry out any repair work. The training was very demanding and it now allows our skilled staff to diagnose and work on all aspects of the Ampera including the high voltage side of the vehicle.”

The week-long course involved three exams, a practical test and the Institute of the Motor Industry online test.

QualifiEd SuccESS

The Ampera has been awarded five stars by the independent consumer organisation Euro nCAP (European new Car Assessment Programme).

The Ampera scored more than the maximum points needed to achieve the top rating in all categories including occupant protection, child safety, pedestrian protection and safety assist, and got top marks in the side barrier test.

FIVE-STAR gEnERAL

Young offenders at HMYOI Aylesbury are now gaining vital technical skills thanks to a donation of equipment from Vauxhall. Three engines were given to the Motor Vehicle Workshop to be used as a learning resource in the Engine Technology Unit, which runs two courses, a six-week award and a more intense six-month one.

The donation will enable the young people to get hands-on experience of high-quality, modern engine technology.

Andy Pickett, MVM Tutor, HMYOI Aylesbury, said: “We are really grateful to Vauxhall for their donation of these engines. What motivates us is giving these young men a chance to turn their lives around by providing them with skills in an area of national skill shortage.’’

EngInES OF CHAngE

“It has been a long tradition at Vauxhall/Opel to offer highest possible safety standards and the Ampera impressively continues our leadership role in safety technology,” said Vauxhall/Opel CEO Karl-Friedrich Stracke. “It not only meets but exceeds the most stringent requirements for top ratings in each of the Euro nCAP test categories.”

The Ampera is the first car tested by Euro nCAP to score maximum points in the side pole impact test, mandatory since 2009, where the car is propelled sideways at 18mph into a rigid pole that simulates a tree. Electrical safety was also tested. The battery pack is efficiently protected from both front and side crash impacts and remains in its location.

car-EEr high

Fabio Capello knows a good thing when he sees it. But we aren’t talking of his impressive collection of fine art, worth an estimated £10 million, here.

The England football team manager is now the proud owner of an Insignia Elite Sports Tourer, which was presented to him by Vauxhall's Marketing Operations Manager Keith Michaels (pictured above).

“I am delighted to be driving a Vauxhall,” said Fabio. “I have always held the organisation in the highest regard for many years throughout my footballing career.

“I have very fond memories of driving an Opel many years ago and, during my coaching career at AC Milan, Opel were a lucky company for me when they were sponsor of the club.”

(right) david lines, daniel Savory and gary Tebbutt earned their technician certificates

10 TORQUE magazinE

NEWS from arouNd Gm

CruzE CoNtrol

pEr CENt of uzbEkiStaN’S auto markEt iS hEld by Gm

tWo’S CompaNy

93

gm and Lg group, South Korea’s second-largest conglomerate, have teamed up to design and engineer future electric vehicles, expanding the relationship built on Lg’s work as the battery cell supplier for the Chevrolet Volt and Vauxhall/Opel ampera.

The agreement will help gm expand the number and types of electric vehicles it makes and sells by using Lg’s expertise in

General Motors has retained former Vice Chairman Bob Lutz to provide counsel to the senior leadership

team, a role he has performed informally since retiring from the company in May 2010.

Bob will be available to executives on a part-time consultancy basis. He brings a wealth of experience built over more than 40 years in the industry, including two stints at GM totalling 18 years. He has also been a senior executive at Ford, Chrysler and BMW and was CEO of Exide Batteries.

BOB LUTz ChECKS in

Do you know where gm has its highest market share in the world? The answer may surprise you – it’s Uzbekistan. gm has a 93 per cent share of the automobile market in the Central asian country.

in 2008, gm launched a manufacturing joint venture with local automaker Uzavtosanoat, which is building legacy products as well as several popular Chevrolet models from the Spark mini-car to the Captiva SUV.

But that’s not all – gm has also established a powertrain joint venture which has already produced its first engine for validation. When it goes online in november, its engines will power the locally built vehicles as well as support gm’s operations outside Uzbekistan.

and a partnership with Torino Polytechnic University in the capital of Tashkent has become a training ground for future gm employees, while supporting the overall development of the nation’s automotive industry.

GroWiNG for Gold

Figures released in September show that the Chevrolet Cruze was the best-selling compact car in the United States for four months in a row. The Cruze recorded a total of 21,807 sales in august.

Since January, Chevrolet has sold a total of 169,427 Cruzes. Due to sustained customer demand, Chevrolet dealers have about a 30-day

supply of Cruze sedans, roughly half the industry average.

“The Cruze has been a great success story for Chevrolet,” said alan Batey, US Vice President, Chevrolet Sales and Service. “in less than a year, the Cruze has become one of the most popular cars on the market, and it is successfully bringing new customers to Chevrolet showrooms.”

the new Gm-lG agreement moves the relationship beyond batteries

batteries and other systems. For Lg, the arrangement represents a

widening of its portfolio as an automotive solution provider.

“many solutions for tomorrow’s transportation needs may be available more quickly by building on our partnership strategy,” said gm Vice Chairman Steve girsky. “Consumers benefit by getting the latest fuel-saving technology faster if we work with the best suppliers and we save time and money in the development process.”

The gm-Lg relationship began when Lg delivered the cells for the battery pack of the Volt and ampera. it expanded last year with work on a demonstration fleet of Chevrolet Cruze electric vehicles, which were used as official vehicles of the g20 summit in Seoul.

11OCTOBER 2011

inD

USTR

Y W

aTCh

forGottEN SomEthiNG? hire car company Europcar has published details of items left behind by drivers. They include a mannequin, 50 fluorescent light bulbs, a Scottish piper’s hat, furry handcuffs, a wheelchair and a false leg, though not all in the same car. a car returned to Reading was found to contain an ammunition case and a stretcher.

a loNG drivE for ChEap fuElWant to pay less for fuel? Then make your way to Venezuela where drivers can fill their cars for 2p per litre. The second cheapest place in the world is Saudi arabia where petrol costs around 8p per litre. You’ll find fuel at 12p per litre in Turkmenistan – but drivers there get 120 litres of free fuel per month.

ChiNa fuElS dEmaNd for CarSThe number of cars on the road has reached the one-billion mark for the first time ever – mainly due to demand in developing nations. more than 35 million new cars were sold last year – the same number as is on the UK’s roads now. China leads the way – 14 million cars were sold there in 2010 and car ownership leapt by 27.5 per cent in a single year.

forStEr rESiGNS from tataCarl-Peter Forster has resigned unexpectedly after 18 months as Chief Executive of indian carmaker Tata motors, the owner of Jaguar Land Rover, due to “unavoidable personal circumstances”.

QuEStioN mark ovEr CamEraSLocal authority figures on the effectiveness of speed cameras have found they have not cut accidents on many roads, and have even led to a rise in casualties on some routes. Road Safety minister mike Penning said: “We are shining the light of transparency on the performance of speed cameras. People want to know that if their tax money is being spent on speed cameras they are actually making roads safer, not just raising money.”

Chevrolet Volt owner andreas Paramonoff showed there really is no range anxiety when he drove the 3,800-mile round trip from Southern California to Vancouver and back again. andreas charged the Volt

hiGh voltaGE

Sales Consultant Jarrod Brettell at Bay City holden, australia, thought it was a joke when he received a call from a customer in the middle East enquiring about purchasing a brand new Series ii Commodore SSV in the livery of the Toll holden Racing Team.

But it was no hoax. The call came from Sergeant Tara gleeson, currently serving in Force Support Unit 4 with the australian Defence Forces in afghanistan who has been a holden fanatic since childhood.

The 15-year army veteran and V8 Supercar fan wanted something special that reflected her passion.

The car was close to a direct replica of the car that garth Tander and Will Davison drove to victory in the 2009 Bathurst 1000.

a SPECiaL CaR FOR a SPECiaL CUSTOmER

Luckily, Jarrod was one of a handful of holden Sales Consultants who had been building “special” cars for years and knew exactly what to do in order to turn her dream into a reality. Exotic Kustoms, came to the party to create a special vinyl wrap; Jarrod had the wheels powder coated white and the windows tinted black to complete the picture.

Sergeant gleeson returned from afghanistan to collect her car which had been sitting in the showroom, attracting huge amounts of attention.

“i’m so excited that i finally get to see it in the metal and get behind the wheel,” she said. “it definitely makes the days go by a bit faster when you’ve something as good as this to look forward to at home!”

11 times on the journey, including at RV plug-in spots. he never had to stop when the battery was depleted because the Volt’s extended range capability added hundreds of miles to every recharge.

“The development of public charging infrastructure for electric vehicles will take time, but the lack of a charging network today isn’t preventing Volt owners from wandering far from home,” said Volt marketing Director Cristi Landy. “Volt owners drove more than six million miles this summer, two-thirds of which were powered by electricity.”

RETAILER NEWS

12 TORQUE magazinE

Did you realise Trade Club is 20 years old? it’s a sign of how times have changed that when it was started back in 1991, the internet had just been made available for commercial use!

For two decades Trade Club has been going strong, bringing genuine Vauxhall parts to the independent motor trade at competitive prices.

marking the occasion, Trade Club Programme manager Clifford Walpole said: “Trade Club is one of the longest running parts programmes in the

Staff at Westcars of Tiverton, Devon, donned giraffe masks at the Mid Devon Show to advertise Flexible Finance – and it certainly got people talking.

Sales Manager Stuart Ward explained: “Flexible Finance is perfect for our marketplace. We are a small, rural, family-owned dealership and 0 per cent finance is very attractive to our customers. It’s such a good deal, that I wanted to advertise it as much as possible, and the Mid Devon Show

was a great opportunity to reach lots of people, as over 15,000 attended on the day.

“We bought 100 giraffe masks to tie in with the creative on the advert – they were a great conversation starter with parents, and kids loved them. As the show went on, we saw the masks dotted about among the crowds! We generated several good leads and have already sold two cars directly from contacts at the show. Flexible Finance – and the giraffe masks – all played their part.”

Remember last year’s snow? now you can help your customers prepare for winter with autoSock Snow Socks. Snow Socks work best in wet snow conditions so they’re perfect for the UK.

most people are astonished at the difference they make to general traction, cornering and braking.

They are perfect for customers in rural areas or with steep drives. no practice is needed to fit them – they slip over the driving wheels on cars or LCVs and are easily removed once the car is on a gritted tarmac road.

They are reusable and can even be washed in the washing machine.

as they fit the wheels based on the tyre size, not the wheel size, it’s best to keep a range in stock.

To find the size your customers need, go to www.autosock.co.uk/aSsize.php.

They work on any brand of car but they’re only available over the counter from Vauxhall Retailers – a great selling point.

get your orders in now so that your autoSocks arrive before the snow.

To order, contact your aDm or email Sophie Thomas at sophie.thomas@vauxhall.co.uk.

iT PayS TO bE FLExibLEFlexible Finance is proving a big hit with customers. Vauxhall has received more than 30,000 applications and registered more than 12,000 vehicles through Flexible Finance.

Over 3,800 of those registrations were for Corsa, taking both Vauxhall and Corsa to the number one slot for Retail in August, with a 9.96 per cent overall market share and a 6.39 per cent segment share for Corsa.

SockS AppEAL

industry, and its longevity is testament to the hard work put in by our retailers and the great support it has received from the trade over the years.”

in the birthday spirit, Trade Club is giving away goodies including Home nations football match tickets and has great some product offers this quarter. The Trade Club Q4 Parts managers pack has more details, and there’s lots of useful information on the recently relaunched Trade Club website at www.tradeclub.co.uk too.

GIRAffES ARE DEvoN SENT

20 yEARS of GENUINE DEALS

13OCTObER 2011

yEAR oLD kIERAN, SoN of MARk cAppS of TWELLS of bILLINGhAy, RAISED £100 foR hELp foR hERoES, ALL oN hIS oWN!

10

Help your customers prepare for the cold winter months ahead with a Winter Safety Check. This offer will be advertised at £35rrp and includes a 25-point Winter Safety Check and top-up of vital fluids. This includes a free autoglym Winter Care pack which comes complete with an ice scraper, de-icer, clear screen wash and interior microfibre cloth. Vauxhall is also offering a low cost interim service for just £129 which includes a free set of auto snow socks for the winter months (see page 12).

For details, email michelle Stokes at michelle.stokes@vauxhall.co.uk.

Keep out of the reach of children.

All Season Quick Clear Screenwash: Flammable.

De-Icer:

Contains Isopropanol. Irritating to eyes. Vapours may cause drowsiness and dizziness.In case of contact with eyes, rinse immediately with plenty of water and seek medical advice.

UN1993VA1109768

PACK CONTENTS:DE-ICER In climates that experience below zero temperatures, an effective and reliable de-icer is essential for safe driving. Autoglym De-Icer contains 100% effective solvents and anti-freeze ingredients with no added water. Use De-Icer to rapidly dissolve frost and ice from windows and locks. The full strength formulation resists refreezing and is safe in contact with paint, plastics, rubber and metal.

ALL SEASON QUICK CLEAR SCREENWASHAll Season Quick Clear Screenwash is a high performance solution which will keep windscreens clear in all weather conditions. The highly concentrated formula can be diluted according to seasonal conditions and will effectively remove grime, traffi c fi lm, insects and oily fi lms for a smoother wiper action and safe smear-free vision.

HI-TECH INTERIOR MICROFIBREThe interior of your car can rapidly look grimy, especially when condensation frequently appears and causes a build-up of fi lm on the inside of the windscreen. With a Hi-Tech Interior Microfi bre cloth, keeping the interior fi lm-free becomes easy. The cloth is designed to be used dry, avoiding the need to carry products or wet wipes. It can be washed, dried and reused over and over again with no loss of performance.

ICE SCRAPERFor those freezing mornings, use the windscreen Ice Scraper to remove ice, frost and snow. The squeegeeblade effortlessly removes water from the screen whilst the comfortable foam handle makes for easier scraping. The windscreen Ice Scraper is the ideal size to store in the glove box.

WINTERCARE PACK

It's exciting for a prospective customer to see his or her future car being built, so why not bring them round to our plant and show them just that? Vauxhall’s plants at Luton (Vivaro vans) and Ellesmere Port (Astra Sport Tourers) offer prospective buyers tours where they can get an insight into the impressive and hi-tech processes and quality control that go into building the vehicle they are signing on the dotted line for. If you want to show your customers

what Vauxhall is all about, get in touch with Sophie Duffy (sophie.duffy@vauxhall.co.uk) (Ellesmere Port), or Charlotte Maclaren (charlotte.maclaren@

vauxhall.co.uk) (Luton), and they will help you arrange a tour.

We know our retailers are a dedicated bunch, but so are their families. mark Capps of retailer Twells of billinghay is immensely proud of his 10 year old son Kieran, who combined his love of Vauxhall cars with his support for Help for Heroes.

“We had a PR stand at this summer’s Heckington Show, the largest village show in England, and Kieran wanted to help raise money for the charity,” explained mark. “He worked all weekend, unpaid, developed a tremendous rapport with the visitors, and helped fill the collection tin with over £100. He did this all on his own over a 20-hour stretch. i’m very proud of him. We’re a small retailer so it was nice to combine some local PR with a good cause.”

Tireless Kieran also helped clean the show models for the event .

Every salesperson is determined to make that sale, but Trade Club Parts Rep Roger Cooke didn’t miss his opportunity – even during a suspected heart attack!

Roger was putting a stock order away at arnold Clark Stoke on Trent when he started having chest pains and Parts manager Paul millward called an ambulance.

as the paramedic checked him over, Roger told him about the latest offers.

Luckily, there was nothing seriously wrong and Roger was sent home to rest. but his hard work paid off – a few days later the paramedic’s father came into the dealership to buy a battery!You can read about a day in Roger Cooke’s life on page 23.

When Wilsons of Rathkenny decided to support their local football club, the dealership managed to score a hat trick. The triple wins included promoting the Partners Programme, advertising Flexible Finance and setting up a Vauxhall display on match day.

The sales team visited ballymena United to promote the Partners Programme, but the trip was so successful that it saw them providing flyers advertising Flexible Finance to all fans on match day and setting up a

display. marketing manager andrew Dickinson said: “as ballymena’s local Vauxhall dealer it makes sense to follow the example of Vauxhall’s football sponsorship by forming a partnership with ballymena United.”

ballymena United’s Sales and marketing Executive brian Thompson said: “it is great to see the dealership wanting to bring the irish Fa’s sponsorship with Vauxhall to a local level and we are looking forward to working with Wilsons of Rathkenny.”

A NobLE GoAL

a TRUE SaLESman

RemembeR Last WinteR?

SHOW anD TELLfAIR DoS

Loads of effort

TEST LoADING

“ThE AMpERA pRESENTS UNIqUE LoADING chALLENGES ThAT hAvE NoW bEEN ASSESSED AND RESpoNDED To.”MARk SAUNDERS

14 TORQUE magazinE

a transporter full of cars blasting down the motorway is quite an impressive sight. One half expects it to morph into a giant fighting robot (no, michael bay, that idea is now copyright Torque). anyway, ever wondered how all those cars get onto the transporters in the first place?

Road carrier companies such as ECm and autologic operate huge fleets – some 700 transporters – that handle every UK retailer delivery and vehicle for export.

Test loading, or load trialling, is the process of extensively testing a new model of car to ensure that it can be carried on a transporter without risk of damage. it also helps maximise the number of cars that each transporter can be laden with, in terms of space and weight, and fitting in the right combination of cars to suit stock requirements.

On 16 august, the ampera went through its first load trials. mark Saunders, Quality manager – Finished Vehicle Logistics, who attended the exercises at the Vauxhall storage compound at Chaul End, Luton, gave Torque insights into what it’s all about.

“The idea is to determine whether there are any loading issues related to ground clearance, bumper position and so on, so that the vehicle can be driven on to the transporter deck,” said mark. “is the car too heavy or large, is the angle too steep? Specialists from ECm and autologic and Vauxhall logistics employees attended the trials to figure all this out.”

Experienced drivers spent the session manoeuvring the car into various positions as carefully as they could, learning lessons about every aspect

of loading and unloading it, after which formal instructions can be prepared and loading drivers briefed.

“as the ampera is such a unique vehicle, it presents unique loading challenges that have now been assessed and will be responded to,” explained mark. “For instance, drivers will be given cabin familiarisation courses, and due to the low ground clearance below the bumper when it’s at loading angle, vehicles will have their front spoilers fitted at the retailer end. Test loading exercises proved to be essential and successful in that issues were identified and can be prepared for. We will undertake more trials as more units of the ampera come through, and make full use of the time we have before launch.”

meanwhile, keep a close eye on the script of Transformers 4!

Test-loading is intricate work, as the recent trialling exercises with the ampera reveal

Easy does it! The Ampera is carefully evaluated during a test-loading trial at chaul End, Luton

INTERvIEW

“WITh ThE ASTRA GTc, WE'vE cREATED AN INcREDIbLy RESpoNSIvE AND coNSISTENT pAckAGE foR ThE Uk.” GERRy bAkER

15OCTObER 2011

Since January 2011, when gerry baker was appointed Vehicle Dynamics manager at the Vauxhall Engineering Centre, based at the millbrook Proving ground, he has been responsible for making Vauxhalls handle the way the UK loves them.

Q: Why does the Vehicle Dynamics group need to make cars UK-specific?We tune Vauxhalls specifically to british conditions and preferences. We have some of the best and worst roads in Europe – from the smooth and paved surfaces of our motorways and main roads with gorgeous bends, to back roads with blind apexes and crests, blind and varying radii corners, with broken and deteriorating surfaces, potholes, and rough and crumbling verges. all this causes a variety of road inputs for a car to handle, often at the same time.

british drivers tend to like a dynamic, communicative set up – a car with

high levels of body control and precise steering that’s capable of mid-corner adjustment.

Q: What does your role involve?i’m directly involved with all aspects of vehicle ride and handling. at the moment, as well as helping to put the finishing touches to the astra gTC, i’m working on shock absorber and steering tuning for future models.

i also arrange and conduct hands-on evaluation of cars. as a car guy with more than 30 years in the industry, the opportunity to get hands-on with a car is what attracts me to the role.

Q: So how does one fine-tune a car’s suspension?it’s a mixture of subjective and objective skills. For example, you build the shock absorbers, fit them to the car, drive it, then take it to the workshop, strip it down and rebuild the shock absorbers.

handle with careTuning a Vauxhall’s ride and handling for UK conditions is a fine art, explains gerry baker

We keep changing the internal parts and evaluating the result until we get the perfect combination. it can get very complex at times and typically takes several weeks!

With the electronic chassis systems, such as Flex Ride shock absorbers or electronic power steering, tuning can be done via a laptop computer. This can make the process quicker but more complex, as there are even more tuning options available!

you need the driving skill and awareness to understand how the systems communicate. you exercise professional engineering expertise, listen to what the car is saying, and analyse it.

Q: Tell us more about your work on the Astra GTC.The gTC has the strong fundamentals of the astra and has been significantly enhanced to provide a more focussed, performance-oriented driving experience. gTC benefits from HiPerStrut front suspension, which is derived from the insignia VxR, an extensively re-tuned compound crank rear suspension with Watt’s linkage and a uniquely calibrated electric power steering to create an incredibly responsive and consistent package for the UK. i’ve been involved with the gTC since i joined the company in January, right through to its fine tuning, and then developing UK-specific steering. We extensively track-tested the gTC at millbrook to check its handling limits, as well as evaluating the car’s dynamic characteristics on public roads.

Q: What’s next for you and the Vehicle Dynamics team?i want Vauxhall Vehicle Dynamics to play a bigger role as part of the gm global enterprise and continue to excel in optimising Vauxhall cars for UK roads.

Recognising the opportunity to update the skillsets within Vehicle Dynamics, we are continuing to train and develop the team. There are many exciting products in the pipeline, but all i can tell you right now is that Vauxhall is a very good place to be!

16 TORQUE magazinE

Nicola coNNell, MarketiNg executive The experience was an eye-opener, I didn’t realise how much effort goes into making a TV ad! We spent the whole day shooting, and I was very pleasantly surprised to see that I made it to the final cut. It was probably because I was standing next to Jack Charlton and the statue of Bobby Moore. It’s amazing to see the ad pieced together, and my friends and family are very proud!

ShoNa Blake, coMMuNicatioNS executiveI volunteered and was lucky to be picked as it was on a first-come, first-served basis. It was a long day full of retakes, a lot of standing around, but lots of fun and totally worth it to see myself on TV. I work on Vauxhall retailer ads so it’s a great feeling to actually be a part of a TV advert. My mum was very excited too, she has taped it and watched it over and over!

FaMe iN 90 SecoNDSLuton and Ellesmere Port employees who were filmed in the ‘Supporting A Nation’ TV advertisement share their experiences:

17OCTOBER 2011

FootBall SPoNSorShiP

Vauxhall’s sponsorship of Home Nations football is taking shape in lots of exciting ways

on the ball!

it’s kick-off! With the rousing ‘Supporting the nation’ TV ad airing on national TV during the England v Wales match in September, all eyes are on Vauxhall.

The company’s football sponsorship programmes encompass a wide range of events and activities.

“Our approach to the football sponsorship is that we want to bring it to life and be much more than just a name on a shirt,” said Head of marketing Communications Richard Hughes.

“We are sponsoring football at all levels, from the men’s and women’s teams to the youth team. But it’s not just about the players – as the ad says, we are supporting a nation,” he said. “Through this programme we are getting into the community and connecting with fans.”

and the message is striking a chord. “We are seeing some really positive

results,” said Sponsorship marketing manager for Home nations Football Simon Culley. “Through the research we’ve conducted so far, we have already seen an increase in brand consideration among non-Vauxhall owners who are aware of our sponsorship.”

it’S aN aD, aD, aD worlDThe ‘Supporting the nation’ ad – which features Vauxhall employees from both Luton and Ellesmere Port in the line-up of people – has led the way, earning over 140,000 views on YouTube in its first three weeks, but a host of other activities are also contributing.

another ad that got everyone talking was a three-dimensional pitch mat ad. an image of the astra gTC was uniquely positioned on the football pitch so that the gantry cameras above would make it seem like there was an actual car parked next to the goal.

at half-time, a clever TV ad stunt – filmed previously at an empty stadium, with crowds digitally inserted – showed the steward dressed as St george getting into the 3D car and driving it.

“Having the pitch mats by the side of the goal provides us with great brand exposure and we took the initiative

roB Parry, aPPreNtice at elleSMere Port PlaNtI saw a flyer at work and thought it would be a laugh to sign up. It was very interesting to see the ad being made, with four different cameras and so many takes. I was on a break when the ad aired on telly and my phone went mad with all my mates calling and texting me! I think it’s a really good ad, it represents the togetherness of Vauxhall. I’m glad the company has signed up for this sponsorship.

lights, camera, action! the tv ad shoot in progress at ellesmere Port plant

V

18 TORQUE magazinE

FootBall SPoNSorShiP

“through thiS PrograMMe we are gettiNg iNto the coMMuNity aND coNNectiNg with FaNS” richarD hugheS

to develop a design of mat that hadn’t been used in the UK before. They have been so effective that we thought about how they could support the new astra gTC launch,” said Simon. ”This developed further into the TV stunt we filmed.”

“it’s a really attention-getting, fun, irreverent ad and i think it really shows our brand personality,” added Richard.

Simon said the branding and messaging put in place on match days has had a big impact: “The TV media value of the exposure we’ve achieved for just the first home game, England v ghana, was several million pounds. We have also been very lucky with the timing of our in-stadium pitch side LED advertising boards – both Scotland and England have scored when our boards have been shown!”

eNgagiNg with FaNSVauxhall also sponsored the Fa’s England Fanzone, based on the 5-a-side Powerleague site outside

Wembley ahead of the recent England v Wales match.

“We wanted to provide any Vauxhall owners/drivers who had a ticket to the Fanzone with a bespoke ViP drivers’ lounge,” explained Simon.

“By retaining their car keys as proof, we entertained Vauxhall owners and drivers in a comfortable branded environment where they could relax and have a drink and snack before the game, courtesy of Vauxhall.”

Vauxhall has also launched its football Facebook page, which offered Home nation fans the chance to play in a series of fan fixtures through a

youNg guNSLuton employee Steven Spencer met with the England Under-21 team when they visited the plant:On 30 August, the Vauxhall Luton plant was visited by members of the current England Under-21 squad. Jordan Henderson, Jack Rodwell, Henri Lansbury, Marvin Sordell, Craig Dawson and Jack Butland toured the plant to see the hard work that employees put into building the Vivaro.

I had the opportunity to have a chat with England U-21 captain and Liverpool midfielder Jordan Henderson after the tour.

Jordan had never been in a manufacturing plant before and was genuinely amazed by the size of the operation.

He was impressed with how friendly the employees were, and perceived the Vauxhall brand as a good, reliable, family car manufacturer that was an excellent sponsor for the four Home Nations.

Jordan admitted that the player he looked up to and who was his idol when he was growing up was Steven Gerrard – a player he now lines up next to in Liverpool’s midfield – and said that his senior England debut against France last year was one of his proudest achievements to date.

“It was an unbelievable feeling seeing my shirt hanging up in the dressing room alongside those of players like Rio Ferdinand and Gerrard,” said Jordan.

the vauxhall-sponsored Fan Zone, for football fans who own or drive vauxhalls, was a hit

luton plant employee Steven Spencer with u-21 captain Jordan henderson

V

19OCTOBER 2011

100-word pitch on why they deserved to do so.

The ‘Big Pitch’ competitions have quickly helped acquire a still-growing following of over 5,000. So far, fans have played in fixtures at Wembley, Windsor Park and the millennium Stadium, with another planned in 2012 at Hampden.

and of course, with a huge number of Retailer and Vauxhall employees being avid football fans, the company has arranged player visits at Vauxhall sites, plus a series of prize draws for tickets and merchandise.

“We’ve really learned a tremendous amount from our sponsorship so far, and combined with the insights our research has given us will really help us shape our future plans,” said Simon.

“next year will be even busier and challenging, as we have the Euro 2012 tournament plus the start of the World Cup 2014 qualifying campaign.”

at the half-time whistle, Vauxhall is firmly ahead – and rest assured it’s going to stay that way.

the italiaN coNNectioNSimon Culley recounts his recent experience of taking part in a training session with the England coaching staff:Through my role as Home Nations Marketing Manager, I was invited, along with 12 national newspaper sports journalists, to join a specially arranged training session with Fabio Capello’s England coaching staff, who have trained the world’s finest footballers at some of the best clubs. Wearing Vauxhall-branded kit, we began with a gentle warm-up followed by stretching under the watchful eye of fitness coach Massimo Neri, before a mini-match, 20 minutes each way. The coaching staff divided themselves between the two teams; with England assistant coach Italo Galbiati refereeing from the sidelines.

It was an even first half, separated only by the odd goal, and Fabio Capello made a surprise entrance at half-time. In the second half, I was struggling with the heat, and blisters forming on my feet, but was determined to make my mark. With first team coach Franco Baldini, who played in the Italian Serie ‘A’ league with Diego Maradona, looking to dribble past me, I threw myself at the ball and connected successfully.

A final blow of the whistle and we’re into penalties against the former Italian World Cup goalkeeper and now England goalkeeping coach Franco Tancredi. I stepped up and tucked the ball neatly into the corner.

Despite my limitations on the football field, I’ll happily tell my grandchildren about the time I was trained by the England coaches, watched by Fabio Capello, tackled Franco Baldini and scored a penalty against a World Cup goalkeeper.

It provided great media exposure for Vauxhall too, with coverage in all the national press and online as well, with photos with strong branding. A story and memories that the journalists wouldn’t have had without Vauxhall.

PriZeD DrawEXCITE winner Chris McMellon, Warranty Administration Manager, describes his match day out at Wembley:

You cannot imagine the excitement I felt when I learned that I had won a pair of tickets to watch England v Wales at Wembley.

I took with me a colleague from the office, and a fellow Luton Town FC season ticket holder, Kelvin Ward.

The approach to the stadium always thrills me and this was no exception, but added to this was the sight of the Vauxhall name prominently being displayed.

Excitement and pride are strong emotions and both were available in great quantities on the night.

Well-organised ticket collection allowed us to take up our positions in some great seats, to watch a game that hopefully will see England progress to the finals next year.

A great goal by England’s Ashley Young and Robert Earnshaw’s unbelievable miss for Wales were the most significant moments in the game.

It was a fantastic opportunity to share in an evening that kept the company name at the forefront of the minds of everyone who attended.

Simon culley with england manager Fabio capello

140,000 youtuBe viewS iN three weekS – the ‘SuPPortiNg a NatioN’ aD haS Struck a chorD

20 TORQUE magazinE

FRANKFURT MOTOR SHOW

Where in the world can a journalist walk eight miles on the press day of a motor show and not see everything? it must be Frankfurt! The show is massive, with the floor area of at least two of Birmingham’s national Exhibition Centres, and sees the likes of audi, BmW and mercedes-Benz battle to outdo each other in stand space.

For Opel/Vauxhall, the show was about great products, not just space, although the stand design was all-new. a sweeping central section incorporating office space and interview rooms was dramatically clad in the black and yellow colours of Opel and surrounded by an open flat floor upon which the exhibits stood. Vauxhall branding was prominent throughout press day, not least at the press conference and on the presentation screens but also in three dimensions. The centrepiece of the astra gTC display was a Vauxhall model, the first new generation astra to be equipped with a panoramic windscreen; with a griffin-clad totem standing proudly alongside.

The undoubted star of press day was the RaK e concept, the latest solution to the challenge of urban mobility in the 21st century, nicely filling the gap between the autonomous En-V concept and the ampera in the field of electric propulsion.

not to be missed alongside was the zafira Tourer, first seen in production form in Frankfurt. already receiving accolades for its design, this all-new

What was Opel/Vauxhall up to at the greatest show in European motoring?

Denis Chick reports from the 2011 edition of the Frankfurt Motor Show

Show and tell

zafira has the most flexible rear seating arrangement yet.

The Frankfurt Show is the place for media to meet the industry's senior executives and in this area, the Opel/Vauxhall stand was one of the busiest with a wide variety of management personnel from all company disciplines deep into their interview programmes.

Opel/Vauxhall VP Design mark adams was run off his feet with RaK e interest while gm Europe President nick Reilly and Opel/Vauxhall CEO Karl-Friedrich Stracke were telling the success story that is the company's great recovery from the recession. gmE VP Engineering Rita Forst and Sales and marketing Head alain Visser explained their engineering and marketing achievements to the UK media and even gm legend Bob Lutz put in a surprise appearance.

Frankfurt (along with geneva and Paris) is a major showcase for our wares and in 2011, Opel /Vauxhall has shown that it is making tremendous progress in every area of the business.

Left: Karl Stracke talks to the media

Right: The sweeping Opel/Vauxhall stand

Below: The Ampera dons a police uniform

Nick Reilly with the man

from the FT

21OCTOBER 2011

“AT FRANKFURT 2011, OPEL/VAUXHALL SHOWEd THAT IT IS MAKING TREMENdOUS PROGRESS IN EVERY PART OF THE BUSINESS” dENIS CHICK

Left: The star of the stand, the RAKe concept, looks like a jet fighter cockpit

Right: Zafira Tourer with a four-bicycle carrier, perfect for the family fitness outing

Below: The Corsa OPC/VXR hot hatch in trendy matt black

Left: The Astra GTC debuts as a Vauxhall

22 TORQUE magazinE

customer excellence

Why has Vauxhall introduced these awards?We want to recognise and reward our top performing retailers, in terms of the quality of service they give customers. We have standards in place to penalise poorly performing retailers, so we think it’s only fair that we have an award to recognise the ones who are doing a great job. We announced the new Customer Excellence awards in July, as part of our overall plan to improve the customer experience.

20,000pss and sss surveys were collected in the last six months

On what basis are the winners decided?We have a constantly updated index of retailer performance based on Purchase Satisfaction Surveys (PSS) and Service Satisfaction Surveys (SSS), which are customer surveys conducted after they purchase a Vauxhall and after they get it serviced for the first or second time. We collect thousands of these surveys – over 20,000 of each over the last six months, for instance – so they are a very accurate picture of the

customer experience. The awards will go to the top 50 retailers based upon their combined PSS and SSS scores, at the end of each calendar year.

How will it help retailers?it will make for great publicity for them, as they can use the winner’s logo in their advertising, websites and in point-of-sale material, and display the plaque at their outlets. Their award will also feature on Vauxhall’s website. Their local press can pick up on it as well.

it’s a valuable differentiator that will help them stand out and reassure customers. it’s also a testament to the quality of their entire staff, because good customer service is not a one-man show. it will increase staff motivation to keep up their standards so they can retain the award the following year.

Who came up with the idea?We have a Retailer specialist committee of seven retailers, which meets once a month and serves as a sounding board for ideas. The idea of the awards came up in one such meeting, and many people at Vauxhall, including Customer Experience manager andrea Caumon, shaped the processes and worked out the finer details.

When will the awards be given out? The inaugural awards will be decided on the 2011CY PSS and SSS scores and announced in January 2012, so there’s still time to boost PSS and SSS scores and gain this recognition.

Senior Vauxhall executives will hand out the trophies.

i hope this is a recognition award every Retailer will strive to win as it shows they deliver great customer service and provides a selling point to potential new customers.

Badge of honourThe Vauxhall Retailers who excel in delivering customer delight are to be recognised in the newly instituted Customer Excellence Awards. Customer Experience Director Andy Gilson explains the strategy

“ it’s a valuaBle differentiator that will help them stand out and reassure customers.”andy Gilson

PEOPLE SAY HELLO TO THE 2011 UNDERGRADUATES... 24 ... AND TO THE NEw APPRENTicES! 25 wHY biLL PREEcE THiNkS OLD iS GOLD 29

8.10ami start the day with a cup of coffee and help put the parts away before i get on the road. it’s a slightly later start than normal today because i’m doing mainly local calls. My customers don’t like to be disturbed when dealing with their own customers in the morning.9.20amTime to leave the base. My area covers North Staffordshire and South cheshire and i try to visit

each customer every six weeks but often a detour is required. One of the guys on the phones got a good lead yesterday so i’ll follow that up. we have about 400 customers, all independent motor traders and garages, plus we supply to some local utilities.

i’ve been doing the job for 12 years so i’ve got know my customers pretty well in that time – it’s important to get to know a bit more about them than just the motor

trade. Nearly all mechanics would prefer to use genuine parts as they are confident they will be a perfect fit and give customers good value. That’s why the Vauxhall Trade club is well-respected in the trade. 10.30amMy first visit results in a sale – the day is going well. 1.15pmi’ve made a couple more calls and followed up on that lead. it’s looking good and i think we may be able to do

a deal. Time to stop off for a sandwich. i’ll eat it later.2pmThe radio is on while i’m driving and i’ve become addicted to The Archers. 3.30pmi call in on a couple of imprest customers on my way back to the base to check how they’re doing and stock them up again. 4.15pmback at the base i catch up with our Parts Manager, Paul Millward. i get a lot of

support from him and the Trade club team. That lead has turned into a sale – they phoned an order through after i left them.

There’s a special offer on at the moment so i spend the rest of the day ringing customers to tell them about it and getting leads for next week. 5pmit’s been a busy day with quite a few sales and lots of leads for next week but now it’s time to go home.

DAY IN THE LIFE ROGER cOOkE

23 OcTObER 2011

CookE’s ToursOn the 20th anniversary of Trade club, we investigate a day in the life of parts sales rep Roger cooke from Arnold clark, Stoke-on-Trent

PEoPLE

24 TORQUE MAGAziNE

102 uNDErgrADuATEs joINED vAuxHALL THIs YEAr

July saw 102 undergraduates (up from 86 last year) join Vauxhall – the latest intake of bright sparks in a work experience programme that has been running successfully for over 30 years.

“The Programme is an invaluable opportunity for undergraduates to learn and develop general and key job specific skills, knowledge and attributes in a real work environment,” said Jo Hirons, HR Advisor, Talent Acquisition and Development.

“Vauxhall benefits from their fresh set of eyes, modern teachings and enthusiasm to get involved in daily work and longer term projects. The programme also gives us the ability to source future hires who have demonstrated high quality work standards, problem solving and strategic thinking, and achieved results while working for us.”

Jennifer brennan is one of the new undergraduates recruited for 2011/12,

THE YouNg oNEsA warm welcome to the 2011 undergrads – and a heads-up to next year’s!

This year, Vauxhall has invested in Rate My Placement, a website advertising placement opportunities to assist Vauxhall’s primary promotion. The volume of applications is expected to increase from 2,500 to 3,500.

The application process is now live, so any interested second-year students are encouraged to apply early, as roles will be filled as suitable candidates are found. The deadline for applications is Friday 30 December.

jACk WHITEHEAD, LogIsTICs BuYEr – vEHICLEsI’ve always wanted to work in the automotive industry. Vauxhall stood out to me as a vibrant, lively place to work, both from its brand image and the placement programme itself. My role is to assist the

sourcing and planning process of logistics for finished vehicles. It is challenging and there is a lot to learn, for which I am grateful as I feel like I am constantly improving and gaining new skills, which is very satisfying. I intend to complete my degree and build a career in the automotive industry.

raring to go: undergraduates at Luton (main picture) and Ellesmere Port

and as Undergraduate Programme Assistant, is visiting over 20 universities nationally to promote the scheme for the July 2012 intake.

“The promotion is giving me valuable insight into the recruitment process, which will enable me to advise candidates about their placement year and what Vauxhall can offer them,” said Jennifer. “it’s also a great opportunity to dramatically enhance my communication and presentation skills!”

25 OcTObER 2011

Vauxhall has recruited 39 apprentices as part of its Uk-wide apprentice programme. The apprentices started work in September at all of Vauxhall’s sites. Vauxhall is partnering with bedford college and west cheshire college and the apprentices will work towards their Level 3 apprenticeships in engineering, maintenance, business administration and motor technology. They will spend several days a week at college and the remainder in their departments.

Julia brady of the National Apprentice-

ship Service said: “Apprenticeships bring considerable value to organisations, employers, individuals and the economy. businesses are now realising the enormous benefits that apprenticeships create, not only in terms of a highly skilled workforce, but also by boosting productivity and staff retention.”

Luton Plant Director Mark Stein said it is excellent news for the british motor manufacturing industry. “The decision in March to build the replacement Vivaro in Luton gives us a very solid future and it’s

A new Vauxhall employee suggestion scheme was launched in September in search of ideas to improve the business.

The bright ideas suggestion scheme is open to all employees (including GM contracted employees) across all Uk locations. it consolidates previous local schemes – which saw over 8,500 suggestions made in 2010 – into

a nationwide programme.

“Vauxhall employees across the business see and touch our operations

up close every day and as such

APPrENTICEs: You’rE HIrED!

THE PoWEr oF suggEsTIoN

now more important than ever that we develop skilled apprentices,” he said.

Phil Millward, HR Director for Uk and ireland, began his working life as an apprentice. He spoke to the Southern sites recruits as they began their induction. He said: “This is the first day of your working life – make the most of it. we will support your growth and development in our organisation and you will get the same academic opportunities as someone who goes to university. Go for it and become a superstar of this company!”

Apprentices began work at vauxhall this september

are key in identifying opportunities where improvements can be made,” said HR Manager craig Prendergast, who, with a Uk cross-functional team led the research and benchmarking work to develop an industry-leading scheme.

“So, tell us how and where you think we can enhance and improve the business, reduce waste and drive further efficiency. No idea is too small – little improvements from everyone go a long way. “All ideas will be evaluated by business representatives from each location. And, if your idea is accepted, it can attract a financial reward. The scheme is user-friendly, transparent, and simple to use.”

Suggestion forms are now available on site – you can fill them in and pop them in a dropbox, or hand them to your Supervisor or local Suggestions co-ordinator.

WHAT’s THE gooD WorD?Vauxhall employees were put to the test in July, for a good cause of course. Employees at Griffin House and the Tech Centre in Luton donned their casual outfits and were challenged to complete a quiz in aid of Help for Heroes. The quiz filled Griffin House with a fun, competitive environment. Trick questions such as “What number shirt does David Beckham currently wear?” caused a stir while esoteric questions such as “What is the meaning of life?” elicited cheeky replies. Michelle Stokes from Aftersales Marketing was the winner of the quiz with a score of 27 out of 30, and bagged a signed England football shirt. The event raised £313 for Help For Heroes.

“ No IDEA Is Too smALL – LITTLE ImProvEmENTs From EvErYoNE go A LoNg WAY.” CrAIg PrENDErgAsT

Vauxhall will be marking Remembrance Sunday with a service in memory of Vauxhall employees who lost their lives in both world wars.

chaplain David Alexander will hold the short service and business Planning Manager Alan Norman will play the Last Post. Security guards from Vauxhall will lay wreaths at the memorial and at Luton and Dunstable town centres.

The service will be held at 8.30am at the war memorial in kimpton Road, Luton, on Sunday 13 November. Everyone is welcome to join the service.

26 TORQUE MAGAziNE

PEoPLE

140.6 mILEs oF ENDurANCE EvENTs mAkE uP THE IroNmAN rACE

Is Noel Keenan powered by twin turbochargers? Certainly looks like it, given that he recently completed the

gruelling Challenge Roth Ironman Triathlon race in Roth, Germany.

The endurance race is aptly named – participants have to swim 2.4 miles, cycle 112 miles and run 26.2 miles (a marathon), continuously. And he

not only did it, he even achieved a new personal best time of 11 hours 51 minutes. It seems all but

superhuman, so how did he do it?“I trained six days a week for six months,” said

Noel, a Marketing Services Consultant at Luton. “That meant lots of early starts and late finishes –

I’d get up at 4.30am and run or cycle for two to three hours before work, and at the end of the working day I’d do another

session, often swimming.”To practice for the outdoor swimming leg of the race,

Noel braved the chilly waters of Brogborough Lake near Bedford in May. “At least the temperatures weren’t

life threatening,” was how he put it.And the hardest part of the race itself? “Sitting on

a saddle for 112 miles was tough, but maintaining the mental attitude to focus on finishing was crucial.”

Sitting at a desk in Luton must seem rather boring now, eh Noel?

IroN mETTLE

LEsT WE ForgETFit as a fiddle, yes. mad as a hatter? You decide!

TuNINg PArTs For the second year running, the Vauxhall Male Voice Choir (www.vmvc.org) will be holding a concert in aid of Help for Heroes. The event will take place on Saturday 12 November, at St Mary’s Church, Luton, starting at 7:30 PM. Tickets are £10, and all proceeds go to Help for Heroes. For more information and for tickets, contact Lucy Bowden on 01582 427630 or email vauxhallhelpforheroes@vauxhall.co.uk.

“ WHATEvEr You NEED, I’LL Do mY BEsT To FIND IT.” BILL PrEECE

27OcTObER 2011

Project Engineer Mick Messer grinned and bear-ed it at the England v Wales Euro 2012 qualifier at Wembley Stadium, London, on 7 September. No, he wasn’t a Wales fan – he was, for the evening, none other than Help for Heroes’ furry friend, Hero Bear!

Mick won the opportunity through an EXCITE initiative calling for volunteers to be at the game, albeit dressed up in a big Hero Bear costume to raise funds for the charity.

Hero/Mick spent time before the game drumming up funds from the crowds, and came on the pitch at half-time too. So what was the experience like? “Dark and hot,” he laughed. “It was hard work doing the bear duties, but the children loved it and we helped raise money for a worthy cause. And I got to see the last 25 minutes of the game as a spectator too!”

BEAr NECEssITIEs

If you’ve got an old Vauxhall but can’t find the parts, then meet Bill Preece.

Now 73, Bill is an ex-Vauxhall employee who buys and sells old parts as a hobby.

“I’ve got boxes and boxes in the shed and there are even parts in the garden, but my wife won’t allow them in the house,” he said. “I’ve got wings, condensers, distributors, you name it…”

Bill gets most of his parts from Australia but he will track down supplies from all over the world. “Whatever you need, I’ll do my best to find it,” he said. “There’s a chap in Sweden who wants a clock for 1963 Cresta, and another man in Texas who needs a laminated windscreen for his PA Cresta. Of course, they didn’t make them laminated back in those days but it’s the law to have your

Vauxhall’s Help for Heroes Ambassador, Derek Derenalagi has moved one step closer to his dream of representing Great britain in the London 2012 Paralympic Games.

Derek’s demanding training regime has paid off and he recently heard he has qualified for the Paralympics. “i won’t know until June 2012 whether i have been selected for the team so i’m keeping up the training in the hope that i will represent Great britain,” he said.

“The most important thing is not to win, but to keep on increasing my performance. My ambition is first to represent Great britain in the Paralympic Games and then to be a podium winner. it takes a lot of training and dedication but i believe it is possible.” And Vauxhall is right behind him.

windscreen laminated now. I’ve found someone who can get one made for him.

“The most difficult car to find parts for is the last Victor, and the Viva HB and HC are quite hard, too. But you do come across them now and again.”

Sadly, a recent stroke left Bill with sight problems. He can no longer drive and has had to sell his beloved 1947 Vauxhall J. “I’ll be sorry to see it go, but at least I’ve got this hobby. I don’t know what I’d do without it, though we’d have a much tidier garden,” he said.

DErEk’s PArALYmPIC DrEAm

sPArE PArTs THAT FIT THE BILL

keep on running: Bill Preece with his huge collection of old vauxhall parts

Hero Bear with heroic Derek

28 TORQUE MAGAziNE

PEoPLE

CALLINg ALL NorTHErN IrELAND FANs!

Vauxhall Retailers, employees, contractors and pensioners can register online to qualify for discounts on all Vauxhall Merchandise. Go to www.vauxhallmerchandise.co.uk and click on the ‘Account’ tab to set up your employee account then log on. Or, telephone the Helpline on 01420 525514. Vauxhall Retailers can also take advantage of this offer and should place their orders as usual via the ‘wholesale’ section of the www.vauxhallmerchandise.co.uk website.

The newly launched royal blue and dark navy Northern Ireland football training wear is now available from www.vauxhallmerchandise.co.uk

We are offering this official Vauxhall branded replica Umbro training jersey, as worn by the players, in adult and children’s sizes.

This Northern Ireland jersey is the latest addition to our Home Nations range which also includes England and Scotland products and soon to include Wales kit also. To join the team and purchase these exclusive Home Nations products for yourself or your retail facility, visit www.vauxhallmerchandise.co.uk

WIN TICkETs To ENgLAND v sPAIN!

ANSwER:

TiE-bREAkER:

NAME:

LOcATiON:

ADDRESS:

TELEPHONE:

EMAiL:

We’ve got five pairs of tickets to give away for the England v Spain game at Wembley on 11 November 2011!

Want to go? Then just answer this question: Who is the most capped Spanish footballer of all time?

And for the tie-breaker: Describe the Spanish national team’s playing style, in not

more than three words. Send your answer to:

Torque Football Competition, UK1-103-340, Vauxhall Motors, Griffin House, Osborne Road, Luton LU1 3YT. Closing date is Friday 28 October 2011. Full terms and conditions apply; for a copy, please email torque.editor@vauxhall.co.uk

Terms and Conditions apply. 1. The prize is non transferable, the date is fixed and no cash alternative is available. 2. General admission tickets only. Transfers to and from the stadium including car parking will be at the winners’ own cost. 3. Match date is fixed, however should it be changed due to FA requirements, an alternative match will be provided to the winner.

29OcTObER 2011

73 suBmIssIoNs WErE rECEIvED For THE PHoTo ComPETITIoN

As usual our annual photo competition received a huge response – thanks for sending in all your beautiful photos! besides making the Torque team jealous of all the lovely places you’ve been, it also made it really hard for us to pick a winner.

but pick we did, and this year’s honours – and £50 worth of vouchers – go to Joseph Tanner, Finance Analyst - Used Vehicle Pricing, for his striking photo of an airborne puffin. Our runners-up might be familiar names to you by now – that’s right, talented snappers and competition regulars Dave Moorhouse from wJ king, Gravesend, and Graham custance from Toddington Road warehouse win £25 worth of vouchers for their skilful scenic compositions.

PICTurE PErFECT

TIPs For grEAT PHoTos• choose an interesting subject

and frame it well. Try positioning it off-centre to grab the eye.

• People and animals are emotive subjects, so get up close and personal.

• Action is exciting. Practise pan shots to capture motion.

• Shoot in different kinds of light – it can do wonders for your pictures.

• Highlight contrasts in sizes, scales, shapes and colours.

• Experiment with your camera. Try vertical shots and panoramas, adjust the focus and shutter speed, snap in black-and-white… go wild!

COMPETITION

RESULTSWINNEr

ruNNErs uP

BEsT oF THE rEsT

From cuddly dogs to eclipses to ballooning, you sent us some great work! until next year, happy shooting.

This arresting image of an airborne puffin wins joe Tanner from the Luton office the honours for 2011.

For Dave moorhouse (left) and graham Custance (right), a camera is a man’s best friend.

Down2.Protection(10)3.Tramp(4)4.Lapwing(6)5.Stiffen(6)6.Chair(8)7.Partofachurch(4)11.Parody(10)13.Underwear(8)16.Parismuseum(6)17. Everythingapersonownsatdeath(6)18.Iagree!(4)20.OldGermancurrency(4)

PEOPLE

CROSSWORD

COngRatuLatiOnS tO MiCk HaRRyMan anD PauL FREEMan WHO WOn £25 in tHE auguSt COMPEtitiOnS

oCToBER CLUESACRoSS1. Wealthy(4)8.Exaggerated(4,3,3)9.Strengthcontest(3-2-3)10.Secretlyaddalcoholordrugstoadrink(4)12.Village(6)14.Famished(6)15.Indication(6)17.Improve(6)18.Ononeoccasion(4)19.Final(8)21.Decision-maker(10)22.Ithelpstobalanceaboat(4)

CongratulationstoMickHarrymanfromFGBarnesMaidstone,whowinstheAugustissue’scrosswordcompetitionandthe£25prize.SOLutiOn tO auguSt CROSSWORD:aCROSS: 6. tuitiOn 7. ingOt 9. EbOny 10. CREMatE 12. CHaRMED LiFE 14. MuHaMMaD aLi 18. aPRiCOt 19. uniOn 21. CuRRy 22. COLOnEL DOWn: 1. Rugby 2. StEnCH 3. ROb 4. aniMaL 5. FORtiFy 8. FRiEnDS 11. CRaMPOn 13. SuRPLuS 15. aPiaRy 16. LOnDOn 17. MOnEy 20. ROy SendcompletedentriestoTorquecrossword,UK1-103-340,VauxhallMotors,GriffinHouse,OsborneRoad,LutonLU13YTbyFriday4November.

SuDOku

FillinyourdetailsbelowandsendthecompletedgridtoTorque Sudoku, UK1-103-340, Vauxhall Motors, Griffin House, Osborne Road, Luton LU1 3YTbyFriday4November

NAMELOCATIONADDRESS

Fill in allthesquaresinthegridsothateachrow,eachcolumnandeach3x3squarecontainsallthedigitsfromonetonine.

NAMELOCATIONADDRESS

30 TORQUEMAGAzINE

CongratulationstoPaulFreemanofSMHFleetManagementBedford,whowinsthe£25prizeintheAugustissue.

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DEaLOnE

DEaLtWO

31OCTOBER 2011

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