Professional Documents
Culture Documents
O
ur cover feature reflects the confidence that the big tongue in cheek allusion to current forecasting being like sticking
groups have in the automotive aftermarket. The your moistened finger in the wind. All the other articles continue
Imperial Group is known for its business acumen, but with the theme of looking forward, and not looking back, except
also renowned for its caution and its belief in organic for some hindsight guidance. Malcolm Perrie sums it up with his
growth rather than big bets. Their investment in Midas, over and analytical approach to the trends in the newly introduced Perrie-
above their previous investment in the automotive aftermarket a Scope, and his perceptive comment that “maybe there is more rea-
few years ago, shows that they see this somewhat unglamorous side son to be optimistic about 2010 than simply the Soccer World
of the automotive industry as having something going for it, and Cup!” Prescient words and the voice of someone who has always
something to cultivate and grow. The big advantage of this seg- been a trendy sort of fellow. This is what it is all about – trends.
ment is that it is more predictable and stable when compared to its We are now in a mild upward trend phase, for which we should be
new vehicle butch brother. The aftermarket does not behave like grateful. The past 18 months has been a true wake-up call, and we
the new vehicle market, so you won’t see the fireworks of the must learn from this, and accept that unsustainable growth is more
2005/2006 era, but you also won’t see the crash and burn scenario dangerous than no growth. Let us set our sights on realistic growth
of 2008/2009. And don’t be surprised to see other peeps over the and live within our means. History teaches us that we all have
parapet from other investors with cash in their pockets, because short memories, but it is now time for us to emulate the elephants
everyone is now looking for less adrenaline inducing experiences. and never to forget the lessons we have learnt. We simply cannot
The distribution landscape for the aftermarket is now in a state of repeat this experience.
flux, and who knows what is going to happen. The forces at play
make for fascinating spectating, but only time will tell which way
the jigsaw puzzle pans out.
The articles from our other regular contributors also reflect the
theme of cautious optimism, with Tony Twine and Frank Beeton
weighing in with some insightful and heavyweight points of view,
Theo Calitz pointing the way forward for customer interaction,
and Giel Steyn outlining the need to always put quality first.
Marcus Haw reminds us of the safety issues and in addition, ABR’s
first issue of the year would not be complete without reference to
Brand Pretorius’ state of the industry address, and Brand’s years of Our wish is for 2010 to be a mildly stimulating year for
experience adds further credence to the golden thread despite his all our readers.
w w w. a b r b u z z . c o . z a
2 February 2010
Contents
24 34 55
The publisher and contributors have done their best to ensure the accuracy of the articles and cannot accept responsibility for any
loss or inconvenience sustained by any reader as a result of information or advice in Automotive Business Review. The information
provided and opinions expressed in this publication are provided in good faith and do not necessaraly represent the opinion of the
publisher. No article may be reproduced in any form without the prior written permission from the publisher, except for the quota-
tion of brief passages in reviews.
58 67 76
57 AIDC Quiz
58 Robert Bosch The Golden Triangle
The resulting coffee table edition, which was presented to the sponsors at a
function at the Indaba Club, Illovo, Johannesburg, on 2nd December 2009,
has achieved this purpose, whereby the RMI together with the 54 participat-
ing companies, celebrate a century of achievement, whilst also informing the
automotive community of the role they play today. In addition, this sure to be
a collectors’ item in the years to come, serves as a forum for an historical
overview of the South African automotive industry over the past 101 years.
Jeff Osborne, CEO of the RMI, receives the first copy of the
Jeff Osborne, CEO of the RMI, comments that the RMI has achieved much RMI 101 from Graham Erasmus of Trilogy Publishing
in its one hundred and one years’ existence, through the good times and the
bad times, and that it has delivered on its vision of service, quality, and profes-
sionalism. He continues, “Our mission today and in the future is to extend and elevate these aspirations to the highest levels amongst our members,
and to broaden this dynamic reach to all corners of South Africa and to all segments of our society, from the multinational manufacturers, importers,
distributors and dealers, government and big business, right down to the customers and consumers who have sustained our industry for a century, and
will continue to sustain these valuable service providers for many years to come”.
8 000 copies of the RMI 101 edition have been printed, the bulk of which are to be distributed to the RMI members. The majority of these members
did not have the opportunity to participate in the RMI Centenary Dinners in 2008, purely for logistical reasons, so the RMI Board has decided to
make up for this by giving these members the RMI 101 book as a souvenir of the organisation’s history. The balance of the books shall be distributed
to the sponsors, NAACAM, NAAMSA, the dti, consulate offices, foreign trade offices, and other industry bodies. Jeff Osborne concluded by saying
that the immediate challenge for the RMI is to make the organisation as inclusive as possible, which will not only strengthen the organisation, but give
it a broader base on which to grow in the future, but to do this with circumspection and thoughtfulness; “We have a responsibility to transform the
industry into a more representative demographic without throwing the baby out with the bath water. Part of this process is to build up from the grass
roots level, as we develop the entrepreneurs of the future. Let us roll up our sleeves and prepare our industry for the next 101 years, side by side!”
(quickpic)
6
February 2010
What’s the Buzz?
8
February 2010
What’s the Buzz?
10 February 2010
What’s the Buzz?
February 2010 13
Tony’s take
O
ne of the most fascinating and rations on the JSE securities exchange for primary listing outside of the RSA. But,
most easily digestible annual the corresponding period are shown on the Anglo American PLC had a market capi-
publications that provide a right of the table. The South African data talisation value of only one third of the
snapshot of the World’s econ- was obtained from the Bloomberg 24th biggest company on World
omy and business environment is the Financial Information Service and con- exchanges, Switzerland’s Roche.
Pocket World in Figures, published by the verted to Dollar values using an exchange
Economist group in London. The 2010 rate of R7.661 per US Dollar. The largest In 4th place in the South African league is
edition contains a list of the World’s largest market capitalisation on the JSE SE is that MTN, the largest company on the JSE SE
non-banking listed corporations, measured of BHP Billiton, which occupied 13th to have its primary listing here in the RSA,
by their market capitalisation rates, which position in the Global rankings of June but it should be remembered that MTN
data is compacted on the left hand side of 2009. The second biggest company acces- has operations in 21 countries across
the above table. By way of comparison, sible via the Johannesburg Exchange is Africa and the Middle-East, as well as an
the 24 largest market capitalisation corpo- Anglo American PLC, which also has it administrative centre in Dubai.
A similar level of dominance displayed by the primary listings By June 2009, the worst of the recent bear market for equities was
within the USA of these 24 international giants (47.7%) is reflect- over, both for South Africa and the World as a whole. At that
ed in the values of the oil, gas and related companies, summarised stage, three global giants present in the January 2007 listing for
here under the grouping of petroleum. Not totally surprising is non-banking companies, namely China Life, Pfizer and Cisco
the fact that information communications technology giants Systems had left the league. IBM, Apple and Roche have risen in
occupy the second highest sector share of the market capitalisa- prominence on the World equity market ladder. World econom-
tion of the global companies. The sole motor industry represen- ic recovery during 2010 will probably again produce a handful
tative in the global list is Toyota Motor Corporation, which is also of winners and losers in these rankings of truly enormous
the only player in the league with a primary listing in Japan. This companies.
was not purely a feature of the recessionary pressure on the glob-
February 2010 19
Frankly Speaking
T
he initial components of this relationship will tion of the two companies’ assets certainly has awesome potential,
include the purchase, by Volkswagen, of a 19,9% bringing together a group that will boast nearly 100 global pro-
shareholding in Suzuki, who will, in turn, utilise duction sites and more than 420 000 employees, and offering
around 50% of the $US 2,53 billion proceeds to products ranging from motorcycles, through all categories of light
make an investment in Volkswagen. It has been passenger and commercial vehicles to the heaviest trucks and
emphasised in statements by both companies buses. VW’s stated target is to eventually own 12 vehicle brands,
that the strategic relationship will concentrate on areas such as the and it is due to hit double figures when it completes the much-
development of environmentally friendly compact vehicles and heralded Porsche takeover in 2011. Combined VW/Suzuki glob-
the exploitation of emerging markets, and that both companies al market strength across Japan, Southeast Asia, India, Europe,
would continue to function independently in those activities most South America and China still has room to expand, most notably
visible to the outside world. Early co-operation is expected to cen- by establishing the much more meaningful North American pres-
tre on areas such as Suzuki’s proven expertise in very small vehi- ence for which VW is currently preparing through production
cles (the company is the leading Japanese manufacturer of sub- and product actions. The resulting real potential for global indus-
660 cc minicars), and its dominant position in the Indian market try leadership is surely one of the most important reasons behind
with Maruti Suzuki, while Volkswagen will bring its diesel expert- the very positive media and stock market reactions to the
ise and world-leading product development resources to the table. announcement of this liaison.
These will be used to assist Suzuki with hybrid and electric vehi- The successful rolling out of the relationship between Renault
cle development, two areas where it is currently seen as lagging and Nissan has presumably put to rest the long-held theory that
behind its rivals. An early project could be a jointly-developed Japanese companies, once foreign-controlled, become culturally
replacement for the best-selling Alto model in India. While this paralysed, and lose their innovative edge. It now seems highly
all seems very neat and tidy, there is still cause for speculation over likely that a similar arrangement will develop between PSA
Volkswagen’s ultimate aims for this relationship. Much of the Peugeot Citröen and Mitsubishi, and the Volkswagen/Suzuki
early debate surrounding a possible tie-up with Suzuki was alliance will become the third example of a European/Japanese
focused on the prospects for combining the two manufacturers’ tie-up. Despite the considerable size of Volkswagen, and Suzuki’s
global sales (Volkswagen sold 6,3 million vehicles in 2008, while substantial global footprint, these two companies have relatively
Suzuki’s equivalent volume was 2,3 million units), and their small areas of product and geographic overlap, leaving consider-
potential for challenging Toyota as the World’s Number One able room to grow the sum of the two parts over a relatively small
manufacturer – in recent times, the global leader has usually been timescale without, in any way, compromising the total size of the
obliged to sell something more than nine million units to top the marketing “cake”.
rankings in any particular year. Volkswagen’s ambitions in this
direction have been well-documented, and the prospects of Many observers would not be unduly surprised if Volkswagen
pulling Suzuki’s global volume into the Group total seemed to eventually makes some kind of move to take full control of
offer a tantalising short-cut on the road to world domination Suzuki, given its global leadership ambitions, but it may well take
originally planned to happen around 2018. However, the nature some kind of financial catastrophe to put Suzuki into a sufficient-
of the relationship, as it initially emerged, does not provide for a ly vulnerable position. It seems that VW’s “softly, softly” approach
corporate merger enabling the consolidation of sales outputs, and, with truck manufacturer MAN, which has led from an initial
at this point, Volkswagen is still talking about global leadership as 30% shareholding to anticipated full ownership by around mid-
an 8- to 10-year target. Despite claims by Suzuki that it does not 2010, is an example of the sort of patient progression that may
envisage becoming a “VW-owned brand”, any future consolida- unfold in the Suzuki case. Time, alone, will tell!
20 February 2010
The Perrie-Scope
So what does that do for the aftermarket, 2006) and its reversal in 2007 to 2009. By aggregating the data one can derive the
and what can we learn from some key • Younger vehicles consume fewer parts changing year-on-year growth or decline
trends? (I would hope) and delays their in the parts demand. A simple tool but by
entrance into the true aftermarket as monitoring these key trends and using
Some key points to ponder: the OES market is their first port of what if scenarios for the future, we can
call in the first 1 to 3 years. derive some useful planning tools.
• Rising new vehicle sales did not just
bring unit growth. It brought greater • Similarly, therefore, older vehicles con-
In the example illustrated and indexing
variety and increased consumer choice. sume more parts – provided that they
fuel usage, new vehicle sales and the aver-
• Increased variety and consumer choice still travel the same distance as new
age age of vehicles at 2000 levels the math-
translates into fewer (not more) sales cars.
ematical model shows a growing parts
per model and an associated increase in So what does all this mean to us in the market between 2000 and 2004 followed
inventory (greater variety of part no’s) parts market? What are the key indicators? by a fairly lacklustre, sideways market of
to service this rapidly changing mar- I have chosen three key trend lines to drive no growth between 2005 and 2009 and a
ket. market demand. These are: predicted growth cycle starting in 2010.
• In the early sales growth phase, new • Fuel consumption. This is directly Maybe there is more reason to be opti-
vehicles simply replace tied old ones related to the mobility of the national mistic about 2010 than simply the Soccer
with little impact on the overall fleet and therefore growing fuel usage World Cup!
national fleet. Sustainable new vehicle should be an indication of growing
sales (greater than three years, in my Note: The Scale for Growth of Parts
parts usage. Demand is on a different axis (right) to the
opinion) grows the national fleet on a other three curves
• New vehicle sales and the total
sustainable basis. Thus what we have
installed vehicle parc would highlight
experienced is the reduction in the
the changing age of the vehicle parc.
average age of vehicles (period 2004 –
22 February 2010
Burford on Brands
Rolls-Royce
knows no equal
Ask any lay person what’s the best car in the world and the
response will almost invariably be the linked surnames of Messrs
by Adrian Burford Charles Rolls and Henry Royce, and that’s how it has been for the
last 103 years.
R
olls and Royce first met at parent. Vickers, the owner of ‘RR Motors’
a Manchester hotel in through the 80s and 90s then decided to
1904, the former already a sell at the end of the century, with BMW a
well-known car dealer, the popular suitor. As it turned out,
latter a respected engineer Volkswagen beat them to the draw and
who had just made his first acquired the company (which included
car. By December they had struck a deal Bentley) for 430-million Pounds.
whereby Rolls would take all the cars that However, complications arose in that
Royce could build and that same month, another entity, Rolls-Royce PLC, still
the first Rolls-Royce was unveiled at the owned the rights to the RR logo and the
Paris motor show. Rolls-Royce name and they decided to
licence these to BMW, who were already
A little over a year later (March 1906) supplying various components – including
Rolls-Royce Limited was formed and by the engines – used in Rolls-Royce cars.
the end of a year 100 000 Pounds was
raised with a public share offer. By then the The upshot of all this is that from 1998
car which would put them on the map was until 2002 BMW continued to supply the
already taking shape – a powerful six-cylin- engines to build cars which were part of a
der model called the 40/50 hp. This soon company owned by Volkswagen, and
became the focus of the company’s atten- allowed Volksie to use the RR name and
tion and in 1908 was renamed the Silver logo. From the beginning of 2003 only
Ghost. Eventually more than 6 000 were BMW would be able to label a car as a
built up to 1925, with a further 1 701 Rolls-Royce, leaving VW to concentrate on
being built at a plant in the USA. It also the Bentley brand – which is what they had
formed the basis for a long-serving always claimed to want out of the purchase
armoured car. In the years of the Great of Rolls-Royce Motors. In the BMW era,
Depression, R-R stayed independent and Rolls-Royce seems to be thriving, with sales
afloat thanks to the introduction of a small- of the latest Phantom (available in standard
er and cheaper model called the Twenty, and long wheelbase as well as drophead and
and also acquired Bentley in 1931. The coupe) climbing despite prices that would
first Rolls-Royce to come to South Africa, buy a spectacular home in a spectacular
was, predictably, a Ghost and according to suburb. Still largely hand-made, this alum-
the late Fred Schnetler ‘s book, a Century nium-bodied wondercar is powered by a
of Cars, that would’ve been around 1910. version of BMW’s V12. The Ghost, the
With the brand’s reputation being what it next generation smaller Roller, is expected
was, cars adorned with the Spirit of Ecstasy to go on sale early in 2010 and extend the
were the first choice of the worldwide aris- greatest engineering feat even though it was brand’s reach in the marketplace, where
tocracy in the 20s and 30s. In the First only finished two years after his death in even the super-rich are after a more agile
World War the company was commis- 1933. After WWII Rolls-Royce continued car. It has also required an increase in the
sioned by the Royal Aircraft Factory to to focus on aero engines and this was by far Goodwood workforce, which now num-
build an aero engine. It was so good that the larger part of the business even though bers about 900.
many military aircraft ended up being the Silver Wraith, Phantom and Silver
powered by Rolls-Royce. This continued Cloud reaffirmed its reputation as a builder Since 2007 the servicing and sales of new
after the war and the Merlin V12, intro- of fine cars. Rollers locally has been handled by Rolls-
duced in 1935 and subsequently fitted to Royce South Africa, which is part of the
the Spitfire, Hurricane, Lancaster and In 1973 Rolls-Royce Motors was created, Daytona Group which also includes the
Wellington, is regarding as Henry Royce’s with the car business separated from its likes of Ducati and Aston Martin.
24 February 2010
industry update
F
rom January 2010 CITROËN South Africa is a wholly From 2001 to 2009, the Citroën brand was looked after by
owned subsidiary of CITROËN France, and the inten- Boundless Trade, which explains the paucity of models these past
tion of the press conference, apart from outlining few years, as Citroën kept its powder dry for the impending push
Citroën’s impressive pedigree, was to give a glimpse of the for a 2% market share. An ambitious target, but with the facelift
exciting range of products which will reach our shores during C1 arriving in February 2010, the C3 and C3 Picasso delighting
2010. Fortunately for this iconic French brand, it was Peugeot’s us in March 2010, and joining the C4, C4 Picasso and C5, things
miscalculation of the future size of the South African car market are definitely looking up. But it is the DS3, arriving in haste in
that allowed for space at Linbro Park to absorb its Gallic cousin. May 2010 shortly after the French debut, which could set the cat
When the Linbro Park facility was planned, the talk was of a one amongst the pigeons. As Frédéric Chapuis, Managing Director of
million unit market. This wish has now evaporated, so PMSA Citroën South Africa, says, “the new company will enable us to
(Peugeot Motors South Africa) has morphed into PCSA (Peugeot play our own game in the segments”. PCSA has the advantage of
Citroën South Africa), with two divisions and two colours; the having established dealerships which now can be spread around,
Peugeot blue and the Citroën red. and actually keeping some struggling Peugeot dealerships alive,
which as Chapuis says, “is a nice compromise”. With 10 dealer-
rliest days ships at launch, and six more in the pipeline, together with serv-
S denoted innovation from its ea ice centres in areas where no dealers currently exist, and an accel-
The D
erated technical training programme, CITROËN South Africa is
confident that its after service levels will meet expectations, and
current Citroën owners can also relax as warranty and service of
existing customers will be honoured.
South Africa
he sky’s the limit for Citroën in
T
25
February 2010
Intelli-Driving
S
omething that is neglected frequently – unless the assess- ing you along into it but it will be more difficult to control the
ment of personal appearance is included – is the use of area ahead of you if you do not control the area behind you.
rear view mirrors, of which almost all vehicles are blessed
The sooner you use your mirrors, the more time you will have to
with three. In the interests of reminding drivers of the
solve a problematic situation.
benefits we will be featuring a “two part” series on just why the
proper use of mirrors is so important The Area Behind your
Why Effective Use of Rear vehicle
view Mirrors is so important While you are in Moving Traffic
A vehicle slamming into your car from behind, especially a large The area behind your vehicle can be, open, closed or unstable.
truck or bus can do as much, if not more damage to you and
If a vehicle is more than 3 seconds away from your rear bumper,
your passengers than a bomb exploding in your boot.
and not gaining on you, the area behind is open. If a vehicle is 3
Imagine that the traffic ahead of you slows down and you need to seconds or less away from your rear bumper, and not gaining on
slow down and stop for it. you, the area behind is closed. If a vehicle is closing on your back
bumper, the area behind is unstable and can become a dangerous
You may not be able to stop your car hitting the vehicle ahead if
situation.
you cannot prevent the vehicle behind from hitting you and push-
26 February 2010
Intelli-Driving
Closed and unstable are both obviously poten-
tially dangerous, an open area is relatively safe
but has the potential to change quickly to either
closed or unstable. Therefore we need to use our
rear view mirrors regularly to keep ourself
updated and especially well before indicating
(signalling), changing direction, slowing down
or stopping.
After Seeing a Change in Traffic Pattern
When you see any change in traffic pattern, use
the rear view mirrors.
You can get control of the area behind by imme-
diately knowing what the condition behind is.
You need to know if the area behind is open,
closed or unstable.
In the next issue we will cover the remaining
important area.
February 2010 27
The Tipping Point
A series of articles based on interviews with Klaus G. Langer, an inde-
pendent supply chain consultant and self confessed environmentalist
who proudly sees himself as a “Cultural Creative”, which is an influen-
tial group of new progressives who are disenchanted with materialism and
hedonism, and who are at the forefront of prodding mankind to move
from conventional to rational and responsible thinking, and to encour-
age participation in an ethical expansion, focusing on “balanced rather
than negative reciprocity”
T
he quest for the holy grail of environmentally friendly using ocean water and waste water, thus not affecting fresh water
fuel may soon be over, because algae fuel is the only resources. And as those koi pond owners will tell you, algae real-
fuel that can truly claim to be carbon neutral. All the ly is an efficient grower. It has been claimed that you can produce
other fuels, be it fossil based, plant based, synthetic more algae fuel from a 40 square metre area than biofuel from a
based, you name it, all have their issues. Even the much hyped soybean farm the size of Ellis Park. Based on this fact, the United
fuel cell technology, whilst far better than the others, cannot be States Department of Energy has estimated that to replace all the
described as carbon neutral. Only algae can make this claim, petroleum fuel in America, 40 000 square meters would be need-
because during photosynthesis algae and its photosyn- ed. Sounds a lot, but not impossible, as this space is avail-
thetic organism helpers capture carbon dioxide able, without impacting on existing commercial
and converts it into oxygen and biomass, farmland.
and 99% of the carbon dioxide in solu-
tion can be converted. When the bio- Cost issues are still a factor, but when oil
fuels are burned, the CO2 taken out prices return to US$ 150 per barrel (and
of the atmosphere is returned, but at it’s coming), algae fuel will definitely be
least it is not increasing CO2 levels, on the front burner, both literally and
such as fossil hydrocarbon fuels. figuratively. So next time you clean the
koi pond, take a more respectful look
All biofuels are good from this per- at that slimy growth. ABR shall revisit
spective, but when farmers in Brazil this subject, but in the interim, go to sites
cut down forests for sugar cane produc- such as www.greenfuels.co.uk for more
tion, they are harming the planet, and information. Those with a thirst for fermen-
when sugar cane or soybeans or other exotic tation and conversion can even diversify from
alternatives are grown for biofuel, they are cramping wine production, and with a burning desire even man-
the space and production inputs for food production. Algae does ufacture their own biofuels. There are books available at
not have these issues, because it can be produced on barren land www.making-biodiesel-books.com to help you with this.
28 February 2010
Show Time
V
isitors to Tyrexpo Africa in South Africa. The main focus of attention Francois Ehlers from Imperial Logistics
Johannesburg in early March on the company’s impressive stand will be will oversee an interactive panel dialogue
will have more than 140 an extensive selection of tyres for the PCR, on the issues facing South Africa’s fleets,
exhibitors to talk business with LTR, TBR, OTR, ORR and wheel sectors with special focus on roads, diesel and tyre
as they look to take advantage of exclusive of the market. Mr Wee Kok Wah, presi- costs, the importance of tyre maintenance
brand opportunities with tyre suppliers dent of the Stamford Tyres Corporation and how the tyre sector can assist them in
and improve the efficiency of their busi- says, “Our presence in South Africa con- achieving their business goals. Other
nesses with the latest workshop equip- tinues to gather momentum with estab- speakers include David Wilson of the UK
ment, consumables and services. A late lished bases in Johannesburg, Durban and Retread Manufacturers Association, who
surge of exhibitor bookings has taken the Cape Town and we welcome all visitors to will speak about Chinese tyres and their
show to near stand space capacity, guaran- our stand at the show to discover the excel- impact on the retreading sector and Dr.
teeing a wealth of opportunities for tyre lence of our products.” The message from Etienne Human, Lead Consultant of
and equipment dealers from southern Dereck Knight of Beissbarth, a Bosch South Africa’s National Waste Tyre Project
Africa and beyond. Paul Farrant, managing Group company, is similarly upbeat: and CEO SATRP, who will provide an
director for exhibition organiser ECI “We’ve invested in a major presence at overview of the waste tyre situation in
International, says the stage is set for a very Tyrexpo Africa to showcase for our latest South Africa and announce world-class
positive show: “Tyrexpo Africa will have ranges of wheel alignment, tyre changers, plans to address the challenges being faced.
something to interest visitors from all sec- wheel balancers, brake testers, air-condi- The one-day conference will take place on
tors of the tyre and fast fit aftermarket, tioning testing and vehicle test lane equip- the middle day of the exhibition, Friday
especially those looking for new and exclu- ment. I’m confident that garage and work- March 5.
sive tyre brands to distribute or retail, and shop owners will be impressed by the
ECI has sought to make it easy for visitors
business owners looking to upgrade or sophistication, accuracy and ease of use of
to attend the show after working hours,
replace their workshop equipment and our equipment. More importantly, it can
with 5 March designated for extended
consumables. “There has been very save them time and improve labour-related
opening hours up to 8.00 pm. The compa-
healthy interest in the exhibition from profitability which is extremely important
ny believes that Saturday opening will also
domestic southern African companies as in a highly competitive tyre and wheel
appeal to office-based workers who find it
well as from international suppliers, partic- market place.”
difficult to take time out Monday to
ularly Chinese tyre manufacturers, who see
For the first time, Tyrexpo Africa will fea- Friday. Paul Farrant explains further:
great export potential in South Africa and
ture a high profile tyre industry conference “We’ve listened to previous visitors and
neighbouring countries. This is the only
alongside the main exhibition. Among the consulted with many of our local
exhibition in South Africa that caters
well-known speakers recruited by ECI exhibitors in coming up with these open-
exclusively for the tyre and associated
International are Georg Schramm, head of ing times. We’ve been as flexible as we can
industries so it’s a great opportunity for the
marketing for Apollo SA (Dunlop), who and hope that the late-night on Friday as
trade to take time out to see what’s new in
will present a paper on the macro-econom- well as Saturday opening will draw in the
their business and to meet like-minded
ic impact of the BRIC economies on the visitors who would otherwise have strug-
people”.
South African tyre business environment. gled to make it to the show.”
Among the many tyre companies present Sir Tom Farmer, CVO CBE KCSG DL the
The third staging of Tyrexpo Africa will
in the Sandton Convention Centre will be founder and former chief executive of the
take place at the Sandton Convention
Stamford Tyres (Africa) Pty, who will be Kwik-Fit retail empire, will explain the
Centre, Johannesburg (SCC) on 4, 5 and
using the event to build on their increasing Kwik-Fit success story and cover the chal-
6 March 2010.
presence in the tyre and wheel markets of lenges facing today’s tyre retailers, while
February 2010 29
Auto Topical
New Decade?
by Tony Twine,
New Market Cycle?
There is some argument as to whether 2010 is the last year of the first
Senior Economist,
decade of the 21st Century, or the first year of the second decade (remem-
Director –
ber the Y2K debate?). If we remember that there was no year 0 AD or BC,
Econometrix (Pty)
Ltd then this year is the end of the decade, which began in 2001. But let us
not allow the niceties of simple arithmetic to interfere with the motivation-
speak of marketers and other business leaders across the global economy, who all need
to divert attention from the at least the past two years.
A
ll around the world, motor sectors present as being growth, rather than the concept of seasonally adjusted annualized
amongst the most cyclically volatile of all sectors within growth, which was in negative territory between quarter 4 of 2009
individual economies. Within the wide ranging activi- and quarter 2 of 2009. A return to positive rates of production
ties of the sector, this statement is particularly true of the growth in the domestic economy during 2010 provides a promise
new vehicle or original equipment supply chain, stretching from of a return to positive growth for new vehicle sales for the first time
component production through to retail sales activities. The used since 2006 for passenger vehicles, and 2007 for light commercial
vehicle markets also suf- vehicles. But, it is wise to
fer from the pressures of imagine that the growth
economic cycles, and are profile for new vehicles
not automatically count- may not replicate the pre-
er cyclical to develop- vious cyclical upturns that
ments in the new vehicle we have been used to see-
markets. More accurate- ing, with this caveat being
ly, it can be suggested based on lessons learned
that the ratio of used to around the world since
new vehicle unit sales the end of 2007. The big
rises during economic lesson of the financial sec-
downturns, and falls dur- tor melt-down was the
ing economic upswings, economic penalties of
but severe downswings ignoring, camouflaging
can produce reductions and ultimately miss pric-
in both new and used ing risk, which came
sales, while economic home to roost as Fanny
upswings can simultane- Mae, Freddie Mac and
ously benefit both these Lehman Brothers crashed
markets. Automotive and burnt. This global
after markets for service, lesson is likely to be
repairs and replacement reflected in the processing
parts tend to be far less of local applications for
cyclical than both the wheels credit – bigger risk
new and used vehicle markets, their performance trends relying on clients are going to have to pay more for vehicle finance, relative to
the ongoing accumulation of vehicles on the planet, and how busy both the better risk applicants and also what they might have paid
those vehicles are on average at any point in time. The second of by the way of a risk premium in years and decades gone by.
these drivers is inevitably relating to the economic cycle, so even
after markets are not totally immune to rises and falls in economic We therefore expect a slower upturn in new vehicle sales during
prosperity. The steadily rising number of vehicles needing replace- 2010 than was the case in the two previous upturns of 2000 and
ment parts and ever-increasingly skilled labour does act like a shock 2003. The LCV sales cycle is currently lagging the car sales cycle
absorber damper to the cyclical swings of this part of this section of by about three months, and will probably only really start moving
the auto sector, however. convincingly upwards late in the first quarter or even during the
second quarter of 2010. The affordability of used vehicles is likely
The South African Economy has shown declining levels of eco- to remain more to the liking of the banks than the higher priced
nomic production growth since the late months of 2006, which new vehicle equivalents, so even if Econometrix’ prediction of a 5%
ultimately became negative rates of annual growth by the first quar- rise in new vehicle sales during 2010 occurs, used vehicle
ter of 2009, and which will probably only become positive annual sales appear unlikely to be under any downward pressure during
growth in this, the first quarter of 2010. Note that this is annual the year.
30 February 2010
What’s the Buzz?
February 2010 31
weighty issues
by Frank Beeton
A Call for Action
In my last “Weighty Issues” column, I expressed concern that the early signs of more
enlightened leadership emanating from the latest incumbents of South Africa’s
Transport Ministry, appeared to be evaporating. Just before Christmas, South
Africans could have been excused for thinking that some unparalleled new level of
insanity had permeated the corridors of this august body. Newscasts carried reports
that high cube containers, filled with urgently-needed consumer goods, were piling
up in Durban harbour, because Provincial traffic authorities, on the instructions of
the Department of Transport, had suddenly decided to rigidly enforce the 4,3 metre
vehicle overall height limit which made the conveyance of these “boxes” on standard-
height platform-bodied semi-trailers an infringement of the law. The impounding of
vehicles found to be in contravention of this limit threatened to paralyse the flow
of goods from harbour to consumer, just days before Christmas.
T
he immediate reaction from the no real blame in this matter should be the road transport industry and the
business community was justifi- ascribed to this group of officials, who Department of Transport. From the direc-
able outrage that over-zealous were only doing their job properly. The tion taken in DoT policy statements, it is
petty-minded officials were real problem was lack of leadership from quite clear that this body does not look
being allowed to sabotage a national econ- Central Government, or, to be more spe- with favour on road transport, and would
omy that was still reeling from the effects cific, the Department of Transport. like to see its role in the national freight
of the global financial meltdown. It now emerges that freight forwarders “mix” considerably diminished. This
However, accusations and counter-accusa- were being continuously confronted with shows a total lack of understanding of both
tions soon emerged over responsibility for reality, and the extent to which the coun-
consignments too tall for legal conveyance
this action, with the result that the try’s economy is dependent on road
on general-purpose goods vehicles, and
kwaZulu-Natal Road Traffic Inspectorate haulage. No amount of wishful thinking
they had proceeded to transport these
was increasingly singled out as the villain will suddenly make the rail network cost-
items on the assumption that no prosecu-
of the peace. They were accused of upset- effective as an alternative transportation
tion for exceeding the overall height limit
ting the status quo in which the authori- mode, and efforts to improve its perform-
would follow. However, recent develop-
ties, applying some kind of ill-defined ance need to be first demonstrated in the
ments have served to demonstrate the
moratorium on prosecutions, had effec-
fragility of this “informal” arrangement. linehaul movement of bulk commodities,
tively turned a blind eye to the (technical-
Once it had become patently obvious that such as coal and iron ore, before any efforts
ly illegal) conveyance of these containers
high cube containers were here to stay, it to force a modal choice change among
for at least ten years. In the midst of this
was imperative that the Road Traffic general freight forwarders is contemplated.
confusion, it soon became clear that the
situation had never been formally Regulations should have been amended to Unfortunately, the South African road
addressed by the Department of Transport, facilitate their conveyance. The argument transport community is highly fragmented
and that the Road Traffic Regulations were has been put forward that lower height and hugely entrepreneurial. As a result, it
being contravened whenever a high-cube skeletal trailers could accommodate these has not been able to organise its own fully
container was transported on a public road containers without exceeding the overall representative lobby mechanism to interact
using a flatdeck truck or trailer. height parameter, but it must be recog- with government, and frequently finds
nised that most transport operators are itself having to react to nonsensical legisla-
Recognising the potential for economic
unwilling to invest in expensive single- tive initiatives such as the recent proposals
disruption inherent in this situation, it
purpose equipment that removes their to reduce axle mass limits on secondary
could be reasonably asked why John
operational flexibility to secure return roads. In the interests of securing the
Schnell and his merry khaki men did not
loads, or perform casual work. country’s economic future, the
take a more pragmatic approach, by, for
instance, strictly invoking the existing To allow this situation to prevail for so Department of Transport needs to urgent-
Abnormal Load provisions? This would long, could only lead, eventually, to the ly set up a forum within which it can effec-
have given them authority to regulate kind of disruption that manifested in tively communicate with road hauliers,
speeds, and thus address their alleged con- December, once one of the parties decided, and “test” its ideas before going public
cerns over the safety of the overheight for whatever reason, to step away from the with unsustainable and impractical pro-
combinations, while at the same time cre- “agreement”. This has highlighted, once posals. If Mohammed will not come to the
ating a legitimate opportunity to earn per- again, the regrettable absence of any effec- Mountain, it’s about time that the
mit fees. However, it must be stressed that tive communication mechanism between Mountain sought out Mahommed!
32 February 2010
A series of articles on the rise of the Chery automobile
M
ore than 350 000 people witnessed the crews set off Both crews arrived consistently on time at the bivouac at the end
over the start ramp in Buenos Aires and for the first of each stage, impressing many with their clear headedness in
time there were a number of Chinese manufactur- crossing the many obstacles and challenges in their path each day.
er entries, eager to pit themselves against the best
off-road teams in the world. One of these teams was the Chery The Chery Rely SUV too proved its mettle against many more
team, which was run by well known Dakar stalwart, Giuliano established rivals that left the start line on the 1st January. Faced
Airoldi and the Tecnosport operation. After more than 2 weeks of with daily distances that sometimes exceeded 600km, mechanical
total endurance the two Chery Rely SUV entries, driven by Lu reliability is a key factor in reaching the finish. The Chery crews
Ningjun and Jiang Yaohuan arrived back at the finish in the not only firmly established themselves in the numerous rally style
Argentinean capital in a very respectable 28th and 29th place stages of Argentina, but conquered some of the highest and most
respectively. treacherous sand dunes in the world.
It was a result beyond the expectations of team boss Airoldi. “The They crossed the Andes mountain range at an altitude of more
first thing you have to reach is the finish,” he said at the rest day than 4 750 metres and survived the bleak Atacama Desert where
in Antofagasta, Chile half way through the event. “I never no rain has fallen since records began over 150 years ago.
through we would be this high up at this stage,” he commented as
the crews arrived at the bivouac in 34th and 35th places. The Chery Rely SUV definitely proved itself when it comes to
reliability and endurance in what is without doubt the toughest
For Chery it may have been a new challenge, but Ningjun has motorsport event in the world. The team is already making plans
actually been racing with the Tecnosport team for 4 years, show- for Dakar 2011 and will return with more vehicles and more
ing continuous improvement. This is even more impressive given crews in a bid to move even higher up on the finishing podium.
the obvious language barriers between himself and his Italian co-
driver Tepercio, who previously navigated for the famous Dakar “Chery wants more cars to grow young Chinese drivers in the
driver Shinozuka. Even the young Yaohuan in his first ever Dakar Dakar,” concluded the team boss. The established factory teams
showed a “good approach” will definitely have to watch closely as Chery sets its sights on the
said the team boss. top places when the Dakar Rally gets underway again in Buenos
Aires on the 1st January 2011.
34 February 2010
Diamond Dialogues
Editorial
Partnership
Giel Steyn
In this series of articles ABR discusses with Giel Steyn of Grandmark International the four significant factors that should be taken into
account when purchasing automotive parts - Technology, Quality, Safety and Value for Money. These four characteristics are inter-related, and
each cannot stand on their own, and together they become a motorist's best friend. Similarly, diamonds are also judged on four characteristics,
known as the “four c's” - carat, clarity, colour and cut; and of course, diamonds are a girl's best friend. Grandmark International, as a dis-
tributor of automotive parts, is keenly aware of the need to source only the best in Technology, Quality, Safety and Value for Money, and
therefore it is appropriate that this series of articles is titled Diamond Dialogues.
Consumer Protection
In the December 2009/January 2010 issue of ABR, we promised to revisit compulsory
specifications in the February 2010 issue and to look at how responsible companies
such as Grandmark International go about following the procedures as laid down in
the importation of product that meets and even exceeds these standards and at ben-
eficial prices. This is very important for the consumer, and will remain important for
the foreseeable future, and beyond. However, we have decided to hold back on this
aspect of customer protection for a couple of months, because the Consumer
Protection Act comes into effect on 28 April 2010, and we wish to discuss this and
related issues while the iron is searing hot.
T
he Consumer Protection Act force low quality product out of the mar-
will be phased in over six ket, through a combination of fear and
months, until full implementa- consumer activism. The fear of legal retri-
tion by the end of October bution will go up exponentially, as the
2010, and there is still uncertainty as to Act starts to take effect and high profile
how the regulations relevant to the Act will cases make the news (highly regarded and
be phased in, and to what extent. On the influential magazines like ABR have a very
contrary, what is certain is that product important role to play in this regard), and
covered by compulsory specifications will consumer activism will ratchet up as the
not be covered by the Act because there is good news gets round and confidence
already an Act in place and a national reg- levels increase.
ulatory body – the National Regulator for
Compulsory Specifications Act (Act 5 of All good and well, but the Consumer
2008) was promulgated in Government Protection Act, as well as the National
gazette 31216 on 4th July 2008 and took Regulator for Compulsory Specifications
effect on 1 September 2008. This Act basi- Act, can only be truly effective if the means
cally protects the consumer by controlling to the end are adhered to. These Acts
what comes into the country, so the require observance both in law and in
Consumer Protection Act is debatably not spirit, and the consumer also needs to
required for these products. accept his/her responsibilities. ABR shall
upper end of the market will be exposed as illustrate this graphically in the next
What the Consumer Protection Act brings unrealistic by the excellent prices offered edition of Diamond Dialogues, with a real
to the consumer is the right to complain, for equally good quality by operators such life scenario.
and the mechanism will operate similarly as Grandmark International, and for this
to the Competition Commission. Another good news to properly take effect will The news that the RMI is to hold a series
advantage of the Consumer Protection Act require acceptance and co-operation by the of workshops on the CPA around
is that the consumer will now be afforded insurance industry and ironically, the con- the country for its members during
equal protection vis a vis quality of prod- sumer. More on this in the March 2010 February 2010 is to be welcomed, and
uct, irrespective of who is the supplier. issue of ABR. Suffice to say that the illustrates the importance of belonging
This has a double beneficial impact, as Consumer Protection Act will have a pro- to such organisations. Grandmark
both legislation and self regulation will found effect on the behaviour of both International is a proudly RMI member,
change the ways of industry from top to industry and consumer alike. Secondly, the and intends to make full use of these
bottom. Firstly, the high prices at the Consumer Protection Act will inexorably workshops.
36 February 2010
Top Class Topics
38 February 2010
Tyres and Their Contribution to
Safety in Motoring
www.bridgestone.co.za
D
uring December 2009 the fleet operator who, through taking the
Marcus participated in cheap route by fitting second rate tyres
two road blocks, with his wipes out a group of soccer fans. Simply
focus on the tyre condi- because the operator chose to ignore the
tion on the vehicles. At safety side of tyres. No-one can take
the first roadblock the tyres in general chances with tyres during this period or
were all in reasonable condition, but a any other for that matter. Human lives are
week later on a very different route, his important! Whether a visitor or a local,
enthusiasm was dampened somewhat you should always be driving on safe tyres.
when he found that 75% of the tyres he
inspected were in a dangerous condition.
42
The Bengsch Mark
A Defcon1 technician applies Profilon to a customer’s car with- Max Waspe explains the shock absorption properties of Profilon.
out having to remove the glass.
O
ur country has one of the highest rates of road crime their primary function is to hold tempered glass (fitted to vehicle
in the world, where outlaws brazenly smash the win- side-windows) in place under impact,” Waspe explains. “A securi-
dows of unsuspecting motorists in order to steal their ty laminate, on the other hand, is a multi-layered (2 to 4 ply) PET
belongings and often, the vehicle itself. It is not over- laminate composite and would generally be between 150 and
dramatic to state that our country’s roads are virtual battle zones 375 microns thick in automotive applications. Due to its thick-
where not only property is at risk, but life and limb too. The good ness and multilayer composition, it creates superior resilience
news is that there is an affordable high-end vehicle window secu- to the glass providing far greater resistance to breaking and
rity film available in South Africa called Profilon that can prevent penetration.”
penetration of vehicle side-windows, effectively halting a would-
be smash-and-grab attack dead in its tracks. Originally developed Recognised internationally as the world’s best window security
in Europe to protect people and property from terrorist attacks, laminate, Profilon has continually set new standards in vehicle
Profilon is rated by both EU and US quality standards authorities security since first coming to market in the late 1970s due to its
as the world’s strongest security film. Supplied locally by Defence multi-layered proprietary composition, non-hardening bonding
Concepts SA, a subsidiary of Diesel-Electric (Rand), Profilon is adhesives and combined thickness.
the only BMW factory-approved and Mercedes-Benz factory-rec-
ommended aftermarket window laminate in South Africa. “Profilon is available in 130, 250 and 375 micron thicknesses and
According to Fred Bengsch, sales director, Diesel-Electric (Rand), once bonded to the inside of a vehicle’s windows, has the ability
“Profilon is the best product available to give people and proper- to withstand not only the initial impact but several subsequent
ty the best chance of surviving smash-and-grab attacks, hijackings strikes as well.” adds Waspe. “Profilon acts as a shock absorber and
and robbery. With the backing of Diesel-Electric, Defence while the tempered glass did shatter while undergoing extreme
Concepts SA has grown from strength to strength and has impact testing, Profilon held the glass in place and proved itself to
increased its local distribution network and official approvals sev- be impenetrable against a wide range of glass-shattering imple-
eral times over.” Boasting a full pass to the Underwriters ments.” As crime statistics continue to rise in South Africa, our
Laboratories UL 972 “Burglary Resistant Glazing” and DIN vehicle parc is increasing, adding more ‘sitting ducks’ to the crime
52290 Class A specifications as well as a 100% rating as an AA- syndicates’ buffet table. Consequently, car dealers must make it
accredited window laminate, Profilon is in a league of its own their duty to educate their customers on the value of fitting a gen-
when it comes to preventing lethal attacks. Max Waspe, manager, uine window security laminate like Profilon. “Over the last
Defence Concepts SA in Kramerville, Sandton states: “There is a decade, Profilon has not only prevented smash-and-grab inci-
huge difference between a window tint, a safety film and a secu- dents but actually saved the lives of hijack victims in South Africa
rity laminate. Car owners need to be properly advised on these by stopping live rounds from entering the vehicle,” Bengsch says.
differences and given a choice to ensure they are properly protect- “We have the testimonials to prove it. Driving in this country
ed.” While vehicle window tints are typically about 50 microns gets more risky by the day and survival means taking every
thick, they provide no real resistance to even accidental preventative measure possible. Profilon is one such avenue,
glass breakage and should only be sold as a glass ‘colourant’, affordable and effective!”
advises Waspe.
The proof of the pudding is in the eating, so to speak, and in the
“A so-called ‘safety film’ is a single-ply polyethylene terephthalate months ahead, ABR will run Profilon’s ‘life, limb and property-
polyester (PET) film designed to increase the security strength of saving’ stories from the survivors’ perspective, where fact was
glass. Safety films are generally between 75 and 150 microns and indeed ‘stranger than fiction’...
February 2010 43
Customer C.A.R.E.
C
SI has become increasingly Then there is also the mystery shopping, where an actual customer
profession, he is pas- important during the last experience is simulated and measured. Some motoring magazines
sionate about customer
care and his company, 15 years and the motor also do their own mystery shopping. This is a very real measure-
T-R-M specialises in industry, through NAAM- ment but, once again, has it downsides. It tends to be a very small
automotive CRM for SA, syndicated a regular measurement sample if it is a comprehensive mystery shop evaluation (and
the automotive indus- (monthly) of customer satisfaction, believe me, it can become very comprehensive with hidden cam-
try and has been doing called the Competitive Customer eras, microphones, etc. Sometimes the planning to create an
it for nine years.
Satisfaction Index or CCSI. This was ‘authentic experience’ is very elaborate, involving changing details
done by the OEM’s providing infor- on warranty databases, etc.) and, especially if it is measured by an
mation of customers who had recently purchased a vehicle or had outside party like a magazine or radio programme, a Service
it serviced (Sales and Service CSI). At first the results were not Advisor having a bad day can impact the measurement of a whole
made known publicly but this all changed in 2002 when the brand! I have also noticed that the dealers are pretty good at pick-
companies belonging to NAAMSA decided that it should be pub- ing up when it is a Mystery shop, especially the rural dealers. They
lished. I still remember the Toyota ad that appeared immediately. know their customer base well. In spite of this I have seen that
They were clearly on top and there was enough merit in this fact dealers still get it wrong in spite of the fact that they realise that it
to justify a ad on national TV! is a mystery shop! In some cases big incentive payouts hinge on
these results and can cause a lot of pressure on some poor front-
I suspect that maybe these results became more important to the line staff. No wonder some dealers are rewarding their service
OEM’s than to the customers themselves and became a very strate- advisors with bigger salaries and company cars!
gic focus of the companies, especially the bigger ones. Dealers
became incentivised and soon, big money started to flow to It does not stop here though. The next thing that appeared is web-
reward good CSI results. This focus from the industry did drive sites where customers can complain as well as publications that are
satisfaction levels up which are great for the customers. keen to publish complaints letters, something that the OEM’s are
keen to engage and remedy. Multiple blogs also made their appear-
Sometimes, however there are unintended consequences. Let me ance – giving the customer a modern version of the soapbox.
provide you with some examples:
With the recent economic slump the OEM’s have had to tighten
When I bought a car a few years ago, the salesman was applying their belts and have reduced spending in this arena substantially.
pressure on me to fill in a CSI questionnaire right there in front of This is not necessarily a bad thing in the sense, although it remains
him with a very pertinent message that his job was on the line very important (maybe now more than ever), it is time to measure
should I score him anything less than 90% on any point. Talk customer dissatisfaction more cost effectively and without the big
about pressure! I refused to complete the form in front of him, bucks being spent to achieve this.
wanting to protect my objectivity. I also had an incident after
I had my car serviced where I was informed that I can expect a So, what can we conclude from all this? Firstly, the customer is
phone call... (nudge, nudge). more empowered than ever before, especially with the more estab-
lished brands. Secondly, this has become an industry in its own
It has almost become an industry, this desire to measure customer right with big money involved and maybe the focused has shifted
satisfaction. First it was the CCSI (national, with all the OEM’s in ever so slightly away from the customer to the business of
NAAMSA), then it was the CSI measurements done by the customer satisfaction!?
OEM’s in order to gauge and ‘pre-empt’ the CCSI, then it became
the dealer CSI which is another step closer to the customer to pick www.t-r-m.co.za
up problems. It has not happened to me yet but I guess it is theo-
retically possible to be phoned by the dealer after the service, then T 0861 TRM TRM
by the OEM and lastly by the company syndicated to do the
national research. Looking at the length of the latter call, this F 086 686 8382
could be really irritating – I have been on the phone with these
people for over 30 minutes!
44 February 2010
Customer C.A.R.E. Programme
– sponsored by Federal-Mogul
B
ut I am not going to give up; the 1995 Rugby World Cup, when the this crazy thinking”. I am not saying that
I shall go on and on, until you New Zealand rugby team was comprehen- you have to accept customers that do not
concede that C.A.R.E. will sively beaten by the South African team in pay their accounts. My definition of a cus-
always stand for CUS- the final, and unfortunately for them there tomer is that of “someone who pays your
TOMERS ARE REALLY was very little to carp about. They could salary” (we’ll come back to this concept
EVERYTHING! In module seven, I said not complain about the refereeing, nor the later). But if your customer fits that
that the secret of superb customer service conditions. So, guess what? They invented description, then it is important that each
in your organisation is to get your employ- a story about being poisoned! Maybe it and every member of your staff does
ees to be totally fascinated by your cus- was the third force. They had been so con- become fanatical about that customer.
tomer. Not only fascinated, but to be total- ditioned that they were going to win, that
ly besotted, and more importantly, they when their inflexible strategy of shovelling How do you get your employees to
must LOVE the customer. Not physical the ball to Jonah Lomu at every conceiv- become raving customer care nuts? *
love, but spiritual love. The Greeks have able and inconceivable opportunity, was
the correct perception of this love with ruthlessly exposed by Kitch Christie’s We can’t make all of our employees raving
their word, “agape”. This love can also be cover defence strategy, their minds just sports fanatics, but we can brainwash them
described as a form of twisted loyalty, in could not accept the reality of the situa- into adoring the customer. To do this suc-
that no matter how badly your customer tion. An excuse had to be found, and from cessfully, we HAVE to make an icon out of
behaves, you stick with them through the depths of their devastated sub-con- the customer, to be worshipped at the
thick and thin, and you will not counte- scious, a fairy tale of comical proportions shrine of the workplace.
nance any criticism of them. If the truth be was conjured up, and it bubbled to the
told, and you really want to split hairs, this surface, to be told falteringly at first, and How do we do this?
is not really a spiritual love, because with then repeated over and over again, with
spiritual love, forgiveness is at the core of more and more conviction, until it became STEP # 2
accepting faults. The love that you want to an established fact in the majority of the
inculcate in your staff ’s bosoms is one of minds of the normally level-headed New We follow the example of the most suc-
one-sided loyalty. A loyalty akin to that of Zealanders. Goebbels’ theory of propagan- cessful icon creating phenomenon in
a fanatical sports team supporter. They will da, that a lie told repeatedly, eventually recent history, and most probably of all
hear nothing wrong about their team, and becomes the truth, had been comprehen- time. I call it the DI PHENOMENON.
if they lose, God forbid, it is always the sively proven. This is aptly named, because what hap-
fault of the referee, or the touch judge, or pened with Princess Di was no doubt a
the conditions, or that fickle Lady Luck, or This is the twisted loyalty for which you wonder; the creation of an icon in a mat-
the alignment of the constellations. This must strive. “Whoa”, I hear you say, “I ter of years, which is unusual but not
fanaticism was taken to new heights after have some serious bad debts because of unique in history.
continued on p48
46 February 2010
Customer C.A.R.E. Programme
from p46 – sponsored by Federal-Mogul
However, what I do believe to be unique is the incredible altering of
perceptions that her life, but more particularly her death, created.
ING:
What do I mean? Well, the perceptions and emotions about the * NOTE OF WARN
royal family had been built up over centuries, and these centuries-old
nuts, then as sure as
come customer care
feelings were inexorably altered in the short space of a decade. Not If your employees be ll bankrupt you in
a very
by a Shakespearean giant of the literary world, nor a politician of een apples, they wi
God made little gr is m y point? My po int is th at like
Churchillian mould, nor a reformer like Martin Luther. No, by a e. So wh at systems
short space of tim pe rso n, you have to create
mere slip of a girl (apologies for the conscious use of a chauvinistic king bu siness s-
any sound thin , that restrains exce
ces in your business
term). Or, more correctly, she was merely the vehicle that was used and checks and balan an en viron m ent th at
must aim to create
by the media. And therein lies the story, a truly incredible story, sive behaviour. You ser vice, an d gives employees th
e
customer
which I promised to tell you in this chapter. Unfortunately, this story encourages superb gs th at delig ht, sur-
ions and to do thin
needs time to tell, and I have run out of space. Thus, you will have latitude to take decis sto m ers, bu t do not give them
nd your cu
to wait for module nine. I apologise for this, and I am embarrassed, prise and even astou ver. We shall come
e away the family sil
because I have committed the first TRILOGY CARDINAL CRIME carte blanche to giv er stage.
OF CUSTOMER C.A.R.E. This is the crime of over-promising, back to this at a lat
and under-delivering.
DISCUSSION POINTS
1. The Greeks have 3 words describing LOVE. Discuss these.
2. How can a score-line of 15-12, in extra time, be considered a comprehensive victory?
3. The pen is mightier than the sword, or the TV tube is stronger than a tank. Discuss.
4. Give an example of how you can delight, surprise or even astound your customer
Partinform Powers On
T
he well known and increasingly iconic series of Partinform road shows will once again grace the cities and towns of
southern Africa in 2010, spreading the word on the benefits of branded quality parts versus the dangers of low quali-
ty white box parts, and once again the format of edutainment, one on one discussions, and prizes galore will be the
order of the day. The chance to win a flip in a Ferrari will be the highlight of the shows, and Automotive Business
Review will be there from start to finish, reporting on the activities and events.
48 February 2010
Fuel Matters
D
onaldson’s Fuel Filter Water Separator provides clean, filtered fuel that prevents
pump and injector wear. Armed with a media that is hydrophobic, emulsified
water and other contaminants are trapped and therefore prevented from enter-
ing and damaging your engine. Contamination of fuel can occur in numerous
ways. Particulate and debris can enter when the fuel is transferred between storage tanks,
water can ingress due to condensation on the inside wall of the fuel tank and by being
pumped in from storage tanks where condensation and leaks are prevalent.
Fuel Filter Water Separators remove contaminant and debris from the fuel just as a regular fuel
filter would, however they have special filter media designed to remove water from the fuel. This
water coalesces and drops to the bottom of the filter into the sump. Coalescing occurs as small
water droplets collect and merge into larger droplets. Eventually, they become heavy and gravity
causes them to fall to the bottom. This is better illustrated if you think of how water accumulates
on your windshield as it rains. Eventually, the smaller drops merge with others to form larger droplets
that run down the windshield.
The Fuel Filter Water Separator is easy to install, has a longer life than standard fuel filters and reduces
maintenance costs and downtime. It has been proven that correct filtration extends engine life and reduces
fuel consumption.
For more information about our complete line of spin-on and cartridge –style filters please visit our website:
www.donaldson.co.za
Toyota South Africa Motors has announced the appointment of At the same event, a cheque from the proceeds of the bid was handed over to
Leo Kok as Manager: Corporate Public Relations at the group. Ubuntu Education Fund, a community based organisation in Zwide, Port
Leo joined the group on 18 January 2010. Leo joins Toyota Elizabeth.
from a career in media, having held positions as senior financial
reporter and motoring editor at Beeld, the daily Afrikaans news- Also in the photo (from left), Mildred Dindala, Public Relations Officer: Auto
paper in the Northern region of South Africa. Leo will act as key Trust; Weza Moss, Corporate and Government Affairs Manager: Volkswagen of
media liaison between Toyota and the South African media. South Africa Community Trust and Gcobani Zonke, Vice President: Ubuntu
Education Fund.
52 February 2010
A Glass Act
W
indscreens are a case in point. Most motorists are Commercial Auto Glass in 1999, Da Silva has pursued a policy of
aware of the importance of fitting a quality wind- ensuring that his company offers materials and workmanship to
screen. They may not be aware of all the aspects the highest standards. He was the first auto glass importer in
behind windscreen safety, but they are sufficiently South Africa to have his products tested and approved by the
safety-conscious to insist on automotive glass approved by the SABS. In August 2006, Commercial Auto Glass became the first
South African Bureau of Standards (SABS). For the lucky few that vehicle glass fitment centre certified by the SABS to SANS
never have to replace a windscreen the glass in front of their faces 10240:2005, the National Standard that addresses the installation
is little more than a means to keep out the elements, a surface on of replacement auto glass in motor vehicles by the direct glazing
which to stick their license disk – and an expensive item to replace method.
should it get cracked or broken. When replacement is necessary,
motorists tend to go to their nearest glass fitment centre, or fol- “The standard addresses four main areas: Building and Site,
low the advice of their insurers. But how often do they consider Equipment, Quality Manual, and Procedures and Personnel,”
the quality of the workmanship that goes into fitment of the new explains Gerrie Kriek, Managing Director of the SABS
windscreen? This is the second line of defence for the safety con- Transportation cluster. “Certification to the standard means that
scious motorist, and they need guidance as to where they can get the product or service is fit for purpose and offers redress.
this assurance. Not many people know that the SABS also certi- Certified companies are audited annually to ensure continued
fies service and fitment, but Gilo Da Silva, Managing Director of compliance and the certification must be renewed every three
Commercial Auto Glass, has always been ahead of the curve. years. It is an ongoing process to ensure that quality management
is sustained for the customer’s peace of mind.”
“The quality of the glass is but one aspect of the replacement. The
windscreen must also be fitted correctly,” Gilo emphasises. “That Da Silva agrees that the aims of the standard are carried through
involves several factors such as the beading, the cowling, the qual- into practice. “Due to the procedures written into the standard, I
ity of the polyurethane glue and the competence of the workmen now have a comprehensive and effective job card system. So if
themselves. If the replacement windshield is not fitted correctly, there are any comebacks from the customer, I can trace and cor-
the glass will be under stress. So when a stone hits the windshield, rect the fault quickly. My workers undergo training twice a year
it will be more likely to crack. In the event of an accident, a poor- to upgrade their skills, and there is a tangible commitment to pro-
ly fitted windscreen can pop out under impact. As the windscreen fessionalism and quality management throughout the chain. ”
forms an important part of the vehicle’s structural integrity, this Commercial Auto Glass currently has nine branches in South
obviously has serious safety implications.” Since founding Africa, located in Johannesburg (Selby), Pretoria, Boksburg,
54 February 2010
A Glass Act
February 2010 55
Personal profile
HOW DO YOU WANT TO CHANGE HOW LONG HAVE YOU BEEN WHAT DOES A PRODUCT
PEUGEOT IN SOUTH AFRICA? WITH PEUGEOT? MANAGER DO?
We want to increase the share of business Thirty years. At Peugeot he feeds Engineers and
we have in this market place. Not only Designers on worldwide customer require-
with our range of innovative small to WHAT ATTRACTED YOU TO PEU- ments for our products and the market as
medium size cars but with our growing GEOT? we see it in the future. Cars of course start
number of commercial models as well. It is a successful company with employees their design four years before they see the
and colleagues who have a passion for their market place for the first time. It is a very
Our prices in a price sensitive market are products. They are also innovative and not complicated business and involves a lot of
realistic and offer good value with just a run-of-the-mill motor company. input from a huge number of people.
renowned Peugeot quality. We will be
launching three new cars this year. WHERE DID YOU WORK MARRIED?
BEFORE? Yes. To Marie Pierre, who has been sup-
Improved customer satisfaction and after- portive and an inspiration to me. We have
After obtaining my degree at a French
sales support for customers and dealers is two children. A daughter, Fanny, of 22,
Business School I worked at Air France
top of our list. This will be a key part of who lives in France and is going to teach
with my father who was in Sales and
our strategy now and into the future. handicapped children. Our son, Niels, is
Marketing.
18 and has just finished school, and will be
To this end we have 8000m² of parts ware- WHAT DID YOU WANT TO BE AT going to University.
housing. The price of our parts is very SCHOOL?
competitive in the country compared to HAVE YOU HAD A MENTOR IN
other manufacturers. We are also providing Funnily enough, I wanted to be involved YOUR CAREER?
ongoing service training to mechanics. The in economics and sales and marketing.
That is all I ever thought about. Yes. Bruno de Guibert, one of the passion-
intention is to increase our dealer organisa-
ate top product people at Peugeot, now
tion from the current 26 dealers to 31 in
SPORTS? retired, who had a long history at the com-
key areas of South Africa.
Soccer and now getting into golf and get- pany and had far-reaching vision. He was
ting my handicap down. the man in charge of the 205 and 206
Customer satisfaction will be surveyed and
models and was “Man of the Year” in
monitored on a regular basis to see if we
YOU HAVE GAINED GREAT Peugeot for his successes.
are achieving our goals.
EXPERIENCE AT PEUGEOT?
WHAT DO YOU WANT TO DO
HOW LONG HAVE YOU BEEN IN
Yes. I ran a large dealership in France for WHEN YOU RETIRE?
SOUTH AFRICA?
three years where we sold 2000 cars a year
and a spell as Fleet Sales Manager to big I have been too busy to give it a thought
Since April 2009, when I saw the country
fleet owners, rental companies and and too involved with Peugeot and getting
for the first time. I must say I appreciate
Government Departments in France. things in top shape. My feeling is, although
everything about this country and feel it is
After that I was Export Manager for you need more youngsters coming in to
easy to be motivated here and to do well
Northern Europe where 70% of our the motor industry, you must not let the
for our customers and products.
exports are sent. Then back to Head Office experienced people go too easily.
as Product Manager for mid-size and
luxury cars.
56 February 2010
Q&A
by Roger McCleery
4. Which South African came 2nd in the 2009 Dakar? (He was a navigator)
6. What make of car won the 2007 South African Production Car Championship?
9. Which lady racer competing in South African today had an uncle who won Le Mans in 1924 in a Bentley?
10. Who is the only man to have won World Championships on 2 and 4 wheels?
12. How many finalists are there in the 2010 Car of the Year?
16. Name the only American rider to have won the 250 and 500 World Motorcycle Championships in the same year.
17. How many Formula 1 Grands Prix are on the 2010 calendar?
Answers on page 68
February 2010 57
Robert Bosch
A series of articles on the versatile FSA 720/740/754 series
T
his particular BMW was proving to be a hard nut to crack, because Carlo had already tested the power supply, gone
through the trouble code procedures, and had confirmed that the fuel pressure was okay. Even the lambda sensor signals
to the ECU had passed muster, so Carlo had a real head scratcher on his hands. This is where the senses and skill of the
technician come into play. Something unusual was on
the go, and Carlo had to dig deep to find the prob-
lem. It was Carlo’s olfactory functions that gave him the clue – there
was a strange smell emitting from the exhaust!! Carlo brought out
the big gun, in the form of the FSA Engine Management System
Analyser, to do the final test. Unscrewing the lambda sensor, and
utilising the custom made adaptor, Carlo hooked up the FSA to the
exhaust and tested the pressure. The well trained technician will
even take altitude into account with this test, and Carlo knew that
in Pretoria the correct pressure would be in the region of 850 kPa.
The FSA was giving a reading of over 1000 kPa, so now Carlo knew
where the problem lay. The exhaust was blocked! The funny smell
that Carlo’s nose had picked up was the unusual odour of a “burn-
ing” catalytic converter, caused by the back draft of hot air and fuel
mixture. The simple procedure of cutting the exhaust pipe with a
hacksaw confirmed the prognosis, with the pipe blocked with soot.
Problem solved, through a combination of the golden triangle and
Carlo’s cognitive skills, which he says is the secret to solving all
problems. He even goes as far as to say that a good technician will
always have a sense of pride in his equipment and in his abilities,
and that this attitude is what is needed to be a top rate technician.
A happy Carlo with his big gun, the FSA Engine Management
System Analyser
58 February 2010
Lowveld Highlight
At 3 Kykoedie Street, Valencia Industrial, Nelspruit, you will find a profession-
ally run, fully BEE compliant establishment run by Wayne and Stella Masher.
Wayne is the technical mastermind at Performance Auto, while wife Stella is the
administrative boffin.
W
ayne Masher is a BMW trained techni-
cian, who had the good fortune to be
mentored by BMW in all the aspects of
an automotive dealership, from sales to
parts to service, the whole gamut. It was on this solid
foundation that Wayne started his own business in
2000, building up a formidable reputation as a one
stop shop in Nelspruit, with various divisions comple-
menting each other and in many cases adding value for
the customer. Performance Auto’s workshop area has
23 work bays, and yet is just one facet of an impressive
array of services, offered by a dedicated team that in
turn is mentored by Wayne, who has learnt from the
BMW experience. This ensures an excellent working Performance Auto’s welcoming
environment, buttressed by extra curricula support reception area
such as adult education, plus subsidised housing.
Despite being a household name in Nelspruit, Wayne Performance Auto has all the
equipment to offer a one-stop
realised that to replicate the OEM dealership model, he
shop experience
needed something extra to offer his customers. The
e-CAR workshop concept fitted the bill like a glove,
because it is nationally recognised, and thus very simi-
lar to the OEM model. Wayne can now offer the
Lowveld community a national warranty and provide
the same familiarity that a new vehicle owner experi-
ences, at “a lesser price and equal quality”. Wayne is a
meticulous man who likes to get his house in order and
his ducks in a row before shouting from the rooftops.
Thus he has held back on an e-CAR launch whilst he
has been dotting the i’s and crossing the t’s. Everything
is now in place, and an official e-CAR launch will
shortly take place, with the requisite pomp and cere-
mony. Wayne also has other expansion plans in the off-
ing, so watch this Lowveld highlight take to the stars. The dedicated Auto Performance Team
February 2010 59
Insights
60 February 2010
Industry Update
I
n its 37 years of operations, erlemann’s has focused on VW
and Audi exclusively, which resulted in it becoming an
accredited supplier to Volkswagen South Africa of recondi-
tioned gearboxes and differentials. erlemann’s is also the
only company nationwide which can service and supply all
types of VW and Audi gearboxes and differentials for all
local and overseas models of these motor vehicles, with the unique
ability to supply 172 out of a variety of over 250 different types of
gearboxes, ranging from the 1954 Beetle to the latest Audi electron-
ic gearbox.
But the times they are a changing, and the demand from the mar-
ket for this expertise to be applied to all the other brands available
has forced erlemann’s to rethink and diversify. But it was not a deci-
sion taken lightly, nor was it a Quixotic rush to muscle into other
markets. It took three years of research and development, investigat-
ing, intensive feasibility studies and rigorous testing before the man-
agement of erlemann’s was ready for its foray into non VW brands.
It’s going to be an exciting year, with the Inglestone Road operation
At the launch to present and discuss the new Hydra Test Equipment
being readied for non VW brands, whilst the Laub Street operation
was Dr. William Henney PHD F.I.M.I., an internationally
will remain as the VW and Audi hub. renowned transmission specialist. Bill Henney (on the right) also
had the opportunity to catch up with old friends, such as Rob
More on this in future editions of ABR. Mildenhall of Capricorn Society.
62 February 2010
Industry Update
February 2010 63
Show Time
Automechanika News
DATES SET FOR NEXT AUTOMECHANIKA TRADE FAIR IN SA
T
he organisers of Automechanika South Africa , Dogan Trading, have
agreed on dates with brand owner Messe Frankfurt for the second
staging of this world-renowned international trade fair for the auto-
motive aftermarket. It will take place from March 9-12, 2011 at
MTN Expo Centre, Nasrec, Johannesburg. The city last year became
the 13th in 12 countries in the world to stage an Automechanika
trade fair. The first local expo was held in March last year and the intention was to
stage the the event annually.
However, the economic downturn and the World Cup Football tournament, which
will be making use of Expo Centre for its International Broadcast Centre, has meant
a postponement of the second event until 2011.
ABR gives
its r
SPECIAL AWARD FOR
INAUGURAL MTN Exp eaders a sneak previ
o Centre – ew
AUTOMECHANIKA SA a stunning of the new
renaissanc
e
The achievement of loc
al exhibition organisers,
Trading, in successfully
staging the inaugural, int
Dogan
E W IN T E R N E T WEBSITE
Automechanika South Afr ernational N
ica trade fair for the aut
CHANIKA
FOR AUTOME
aftermarket has been rec omotive
ognised by the Exhibitio
Events Association of SA ns and
FRANKFURT
(EXSA). The event was rec
with a Certificate of Excelle ognised
nce for 2009 trade shows
of more tomotive after- for the au
than 12 000m2 floor spa e global trade fairs
function, held at the
ce at EXSA’s recent annual
awards Automechanika, th we bsite, almost a year
before the
nc he d a ne w
Gallagher Convention market, has lau ber 14-19,
Midrand. Automechani Centre, in
hi p fair in Fr an kfurt from Septem
ka SA show director, Ph start of its fla gs for visitors to:
said he was delighted to hav ilip Otto,
“firew or ks fo r the eyes and ears”
e the event honoured by EX 2010. There are urt/en The
it had been his long-held SA as
ha ni ka .m ess efr ankfurt.com/frankf
dream to bring the intern http://autom ec through a
Automechanika trade ational
e vie we r on an interactive road show
fair brand to South site will take th visual for
“Johannesburg is now the Africa,
m ob ili ty – the new key
13th city in 12 global cou metropolis of ck music. The
stage one of these events ntries to
ka – to th e ac companiment of ro
and we are proud that the Automecha ni ty – has been
another boost for the city success is
kn ow n as th e M etropolis of Mobili
that will be in the world stylised city – s and items of
as it plays host to the ope
ning and closing games of
spotlight
va rio us m ot or vehicle component
built from ve.”
FIFA World Cup”. the 2010 t which all “come ali
workshop equipmen
64 February 2010
Show Time
Brityrex News
Brityrex reaches 70% of floor space sales with 9 months still to go!
Event organiser ECI International has confirmed that Brityrex International 2010 is already 70 per cent sold in terms of stand space
at Manchester Central. Confirming the positive take-up from exhibitors, ECI managing director Paul Farrant says: “We continue to
make very good progress with the exhibition and I can put everyone’s mind to rest by confirming that Brityrex will definitely be tak-
ing place as planned in Manchester in October. “Reaching the 70 per cent milestone at this relatively early stage means we go forward
with confidence and in the knowledge that the industry is firmly behind the exhibition.” Since the turn of the year ECI has contin-
ued to register a wide variety of international exhibitors for the UK’s only dedicated tyre and equipment show of the year. They include
companies from the UK, Europe, south Asia, China and New Zealand.
KenKen 3 x 3
How to Play:
Like Sudoku, even though difficulty may vary from puzzle to puzzle, the rules for
playing KenKen are fairly simple:
For a 3 x 3 puzzle, fill in with the numbers 1-3.
• Do not repeat a number in any row or column.
• The numbers in each heavily outlined set of squares, called cages, must combine (in any
order) to produce the target number in the top corner of the cage using the mathe-
matical operation indicated.
• Cages with just one box should be filled in with the target number in the top corner.
• A number can be repeated within a cage as long as it is not in the same row or
column. Answer on page 68
February 2010 65
Industry Comment
Finger in
the Wind
The CEO of McCarthy Limited, Brand Pretorius, in his annual state of the
industry presentation to the media at the OR Tambo Airport in the first
week of the year, said that 2009 was the most dramatic year he had ever
experienced in the motor industry, and that any prediction he made for
2010 was akin to licking his finger and testing the wind.
P
retorius is not alone, and most trend. His forecast will still make this used vehicle market and more added value
economists would admit that year’s expected vehicle market the smallest from manufacturers and dealers. The rel-
forecasting vehicle sales for 2010 since 2003, apart from 2009. Pretorius atively favourable interest rate environ-
is an extremely difficult exercise, ment should also assist on the affordabili-
and mostly in thumb suck territory. Now ty front. Other positive factors include a
that we have got all the digit references projected GDP growth rate of at least
out of the way, let us turn our attention to 1.5%, an anticipated higher credit appli-
what the sage of Northcliff had to say. cation approval rate and the positive
Despite the “wrenching” emotions that he impact of the Soccer World Cup on both
experienced in 2009, Pretorius lifted the consumer and business confidence.
mood by saying that he “is filled with Stronger buying by the rental companies
excitement for the new year. As a commit- in the first quarter in preparation for
ted South African I look forward to the demand during the World Cup should
2010 World Cup.” Pretorius also admitted also boost the market, as well as improved
that the downturn of 25,9% in 2009 was vehicle supply and the fact that fleet-own-
significantly worse than his prediction of a ers should start renewing their fleets this
10% slump, but added that most econo- year. However, Pretorius cautioned that
mists had not even predicted a 10% there were several negative influences that
decline. could affect vehicle sales this year.
Pretorius summed up by saying that there
Pretorius also added that this was the are a number of key issues that will affect
biggest year-on-year decline in history, vehicle demand this year.
with the previous low point having been a said he anticipated that sales of passenger
24,8% fall in sales between 1984 and cars will rise 8% to 278 800 units, with These include the sustainability of the
1985. He said there were a number of rea- light commercials up 4.9% to 124 000 global and local economic recovery, the
sons for the decline over and above the units, medium commercials growing levels of business and consumer confi-
main reason, namely the South African 4.0% to 7 500 units and heavy commer- dence, and the willingness of financial
economy going into a recession for the cials increasing by 6.7% to 12 500 units. institutions to extend credit to corporate
first time in 17 years. Pretorius said major “We see 2010 as a year of consolidation and private customers as well as the ques-
contributors to this situation were low lev- for the local motor industry as it recovers tion of vehicle affordability.
els of business and consumer confidence, from last year’s financial crisis which saw
the ratio of household debt to disposable the biggest year-on-year drop in sales in “We are not expecting any fire-
income being close to a record high. history”. He said there were a number of works, but rather a period of
factors which should influence sales posi- consolidation and modest
Pretorius expects an increase of 7% in tively this year. These included enhanced
total vehicle sales to 422 800 units this vehicle affordability through price stabili-
growth in sales of both new and
year, with all segments showing an upward ty, higher trade in prices due to a strong used vehicles,” he concluded.
66 February 2010
Wilde Things
W
est Brompton Cemetery is really beautiful, for posterity, the paper on which it was written perfect for the
with delightful Victorian architecture, which posterior, “Capital is dead labour, which, vampire-like, lives only
has made it the cemetery of choice amongst by sucking living labour, and lives the more, the more labour it
filmmakers. Highgate is not so grand, but sucks.” What absolute drivel, exemplified and amplified by the
what distinguishes it is the fact that it is the behaviour of our modern Marx clones. This came home to me
resting place of one Karl Marx, the great promoter of commu- when on New Year’s Day I complimented the rubbish removal
nism, and one of the most hypocritical fellows to “grace” our “wukkas” for working on a public holiday. They complained that
planet. This parasite on society hardly ever did a day’s work, they were having to play catch-up on a backlog; obviously self-
unless you define journalism as hard labour, leeching off handouts induced; but my generous compliment on a work ethic opened
from fellow freak Friedrich Engels’ family business and an inheri- the door to strenuous entreaties for additional payment from
tance from his wife’s uncle. Interestingly, these sources of income good old gullible me, based on hand wringing and heart wrench-
came from capitalist swine, but why look a gift horse in the ing cries of poverty. But hold on. These guys are being paid for
mouth, even when your whole philosophical being is dead set this, and most probably double time, but are still looking for extra
against the basic tenets of this gift horse. Irrespective, Herr Marx moola. Not the behaviour of wukkas, rather capitalists, which
spent his waking hours procreating (even putting his housekeep- obviously explains the behaviour of the razor sharp Blade
er – a communist having a housekeeper!!! – up the communist Nzimande, who if offered a twenty million Rand jet, to be paid
pole, or more indelicately, hoisting her on his own petard), writ- for by the taxpayers, would accept with alacrity. The conclusion is
ing, philosophising, politicising, pontificating, stealing oxygen, that fundamentally there is no difference between capitalists and
and when capitalist funds were available, bourgeoising. Thus, the communists. Human nature is an all encompassing blanket, of
following quote must go down in the annals of history as the many hues. The communists are just a little more hypocritical
biggest load of hypocritical and self-serving crap ever to be kept than the others.
February 2010 67
Wilde Things
Another prescient quote from the bearded wonder: “Anyone who knows anything of
history knows that great social changes are impossible without feminine upheaval.
Social progress can be measured exactly by the social position of the fairer sex,
the ugly ones included”. Unfortunately, over a century later, just a few metres
from Marx’ grave, one wife’s death was an afterthought and another wife apparent-
ly did not have the universal love that her husband enjoyed. Thank goodness for
all concerned that she was not around to correct the oversight.
68 February 2010
For All Rapid Techheads
I had many options for the title of this article, but I plumped for the
rapid tech head angle. I could have also used rabid tech heads, but For
All Rapid Techheads will suffice. Simply because the Scirocco is
designed for those who know cars, and those who like speed. I had this
by Howard Keeg
vehicle for a week, and it is an impressive package, but maybe with just
too much grunt for an old fart like me.
The new a
ggressive S
cirocco raring to g
o
The old u
nderstated
I
n the seventies Volkswagen went through what we in the VW clique
Scirocco at the time called their flatulent period. It was a juvenile joke about all
the cars named after winds during that frenetic era, and many of those
names are still with us, like a severe case of colic. Not that the owners
of Jettas, Golfs, Passats and Sciroccos would agree, but these cars do tend
to give the competition painful indigestion. These are all great cars, and
the longevity of their names attest to that. But those of us who worked in
Uitenhage but stayed in Port Elizabeth were convinced that all those
windy names were a cruel reference to our very flatulent city. Parochial,
I know, but you would only understand if you were there at the time.
For those who weren’t around in the 70’s, let me elucidate. Passat is the German
word for trade wind, Golf is named after Gulf Stream, Jetta logically after Jet Stream, and the Bora,
which did not see the light of day in South Africa, was guess what, named after the Bora wind which whips up the Adriatic. Oh
yes, the Scirocco was a nod to the Italians and the hot Sirocco wind which blasts Libya and its neighbours. It is also not confirmed that
the Sirocco is responsible for Muammar Gadaffi’s hairstyle.
Okay, enough of the windy geography lesson. Let us get back to what has the rapid techheads in a froth. The Scirocco first came out in
the seventies, and was based on the A1 Golf (at that stage still in design stage), but in a very clever sports coupe disguise, thanks to that
styling genius Giorgetto Giugiaro. It was the replacement for the venerable Karmann Ghia, but unfortunately has never reached the
iconic status of its predecessor, but not for lack of trying. The Scirocco has gone through many redesigns, and today it is truly a very
impressive car, with space age styling. Its 147kW two litre mill is very aggressive, and even in electronic traction mode, it bucks like
a bronco and leaves rubber on the road if you’re not careful. The tricky teutonic tiptronic box, also known as the semi-automatic
twin-clutch DSG transmission, tripped me up, and the manual paddle mode just put me into a spin. Perfect for a boy racer or a rapid
techhead, but just a little too much too handle for the hirsutely challenged. Not for the old farts, but perfect for the young with strong
sphincters.
February 2010 69
Show Time
W
ith a spotlight on Training & in the Motor Industry to aspects of the Injection, Diagnostic Scanning, Testing &
Technology in this year’s WATS trade, as well as encouraging FET’s to visit Fault Finding, Importance of using correct
show and with the the show. Angela has taken it upon herself brake components, correct testing of new
Heavyweight Expo taking place in con- to involve the 16 constituent bodies of the generation Alternator Voltage Regulators
junction with the WATS show, together RMI to take stands at WATS Pretoria so & “Introduction to the Electrolog &
with the extended show hours and an addi- that each have something interactive on Electrolog Advanced Training” to name a
tional day, the feet through the 2010 their stand that anyone showing an interest few. Everyone at WATS is extremely excit-
WATS show is expected to way surpass pre- in the trade, visitors, teenage school chil- ed to host a Show in 2010 which will mark
vious years. The close relationship between dren and school leavers, can get a hands on
one of the greatest years in South African
WATS & the RMI is clearly evident year feel of what that sector of the Motor
History. 24-25th March 2010, Hall L of
on year, but never more than this year Industry is about. Angela has gone so far as
the Pretoria Show Grounds. 10h00 to
where RMI Northern Region Manager to team up with a Panel Beating Company
Angela Calogero has brought some ground in Pretoria to look into setting up a 21h30. For further information visit
breaking initiatives to the show with the Demonstration spray booth where visitors www.wats.co.za where you can register
purpose of firstly, proving that “Belonging and especially students can have a go at on-line or contact Miranda on: 082 9680
to the RMI is better business” and second- actually spraying something, without being 214 & admin@wats.co.za or Johann on:
ly putting additional actions to many arrested for doing graffiti. WATS will hold 082 5515 061 & info@wats.co.za
words spoken on urgently required training four 30min short informative talks each The WATS Expo’s are fully endorsed by the
in our industry by exposing more students evening of 24th & 25th March covering a RMI (Retail Motor Industry Organisation
and people interested in taking up a career range of subjects such as: Generic Fuel of S.A.)
70 February 2010
Show Time
A
utomotive Service & Repair Week (ASRW) 2010 will take place Oct. 11-13 at the Mandalay Bay Convention Center in Las
Vegas as a stand-alone event, no longer during Automotive Aftermarket Industry Week (AAIW), which includes the SEMA
and AAPEX shows. 2010 marks the third annual ASRW, which features the International Autobody Congress & Exposition
(NACE) for collision repairers; the Congress of Automotive Repair & Service (CARS) for auto service professionals; and Auto
Glass Week for automotive glass professionals. All three shows are sponsored by the Automotive Service Association (ASA), which made
the decision to cut ties with AAIW and the SEMA show. ASA said more industry segments might join under the ASRW umbrella. “ASA
is very pleased that our plans to produce a dedicated event for all automotive service and repair professionals, regardless of their indus-
try affiliations, business models, specialties, or disciplines, have finally come to fruition,” says Ron Pyle, ASA president and chief staff
executive. “At ASRW, the shop owner and the technician are welcomed, respected and listened to, because they are the decision-mak-
ers”. The relationship between ASRW and the SEMA show has been on the decline for several years and reached a new low this year
when SEMA launched a paint, body and equipment section to its show, which runs during the NACE show. The two shows have run
concurrently for five years. Paint and body exhibitors are a pillar at the NACE show.
T
he Rand Show, the 115 year-old South African milestone, will take a new direction in 2010 under new ownership by return-
ing its focus to family entertainment and to provide the largest consumer interaction platform in Southern Africa. New own-
ers, the Johannesburg Expo Centre, have appointed South African Show Services (SA Shows) who pioneered Auto Africa to
manage the show after purchasing the brand from Kagiso Exhibitions. "We have already made a considerable investment to
ensure that the 2010 Rand Show will be a unique event which everyone will remember. To demonstrate their commitment the owners
of the Rand Show have already invested more than R30 Million in upgrading the old Nasrec Show Grounds. "As management of the
Rand Show we have further invested over R3 Million to attract world-class entertainment that will ensure an exciting experience for fam-
ilies. The investment by the owners of the Rand Show demonstrates their long-term commitment towards the brand. The 2010 Show
serves as the kick-off for a three-year plan to ensure the show becomes a consumer interaction platform that will once again be a high-
light on the business calendar," says Ms Pula Dippenaar, Show Director and CEO of SA Shows.
Bridgestone
Retail Gets
New Head
Bridgestone South Africa has
announced the appointment of
Romano Daniels as Managing
Director of Bridgestone Retail
with effect from 1st March 2010.
Romano brings a wealth of
experience and significant
Bridgestone DNA to the portfolio,
having joined Firestone in 1996 as
Human Resources Development
Manager. He was appointed
General Manager, Group
Training and Development in
2002, GM of Human Resources in
2003, GM of Group Public
Relations in 2006 and added the
important position of GM
Marketing in 2008. He takes over
the reins from Gavin Kockott,
who has been Chief Executive
Officer of Bridgestone South
Africa Retail and its franchise
system of Supa Quick, Speedy’s
and Autoquip since its inception.
February 2010 71
What’s the Buzz?
72 February 2010
Corporate Conscience
Positive Energy
Gathers Momentum
Ever since ABR’s first issue in September 2008, we have been
discussing how one company can be a positive influence and real-
ly make a difference not only in its area of business activity, but
also in the lives and ambitions of its employees, and even more
exhilaratingly, in the lives and hopes of the immediate communi-
ty. Sparepro has been the role model for this series of articles
and after 18 months of observing this with admiration and envy
ABR has decided to step back with respect and to reflect on the
philosophies behind this motivational approach.
T
o buttress this argument, we 1. “Live one day at a time emphasising a moral effort, but what a wonderful
need to ponder on four ethics rather than rules” – Wayne return in so many areas of one’s life. The
insightful quotes, lifted at Dyer real benefit is that everyone involved in
random (but maybe proof of 2. “Hold yourself responsible for a high- this effort become better people, and each
divine intervention) from er standard than anybody expects of convert starts contributing, and once you
the 2010 Carpe Diem Business Diary. you. Never excuse yourself ” – Henry have critical mass in a business, you have a
Before we get to the quotes, let us reflect Ward Beecher powerful wave of positive energy, with
on the meaning of Carpe Diem, which everyone working as a team rather than
3. “Management is efficiency in climb-
translated starkly means Seize the Day. To individuals. This equals less conflict and
ing the ladder of success; leadership
fully appreciate this meaning, we are more focus on the important things such
determines whether the ladder is lean-
required to delve into what Horace was as service, efficiency and individual atten-
ing against the right wall” – Stephen
really saying in his exaltation, “Even as we tion to the customer. The end result is
R. Covey
speak, envious time is running away from loyal customers and revenue growth. It is
us. Seize the day ….”. This has a very deep 4. “If you don’t have integrity, you don’t like throwing a positive stone laden with
and profound meaning, but put simply, it have anything. You can’t buy it. You energy into a pond, and this positive ener-
is a call to arms to not waste your time and can have all the money in the world, gy ripples in waves right through the
to grab life by the throat. Procrastination but if you are not a moral and ethical pond.
is the thief of time, and if you can put person, you really have nothing” –
your time to good use, your competitors, Henry Kravis This is what Sparepro has achieved, and
your colleagues, your friends, your ene- Each quote is philosophical and thought now the company is ready for phase two,
mies, and even time itself will be envious. provoking, but even more inspiring is that to build on this positive energy and to
Yes, friends can be envious, but in a more all this is sensible and sound advice, which take this momentum to even greater
empathetic way than enemies. Now to the can be acted upon, and put into practice, heights. ABR simply cannot wait to report
four quotes, all in the January section of at very little material cost. It does require on the unimaginable.
the Carpe Diem Business Diary:
76 February 2010
Fast Wheels
Formula S
Redux
In the previous two issues of ABR, we gave our readers an overview of the Formula S
racing competition to be held at the famous Hochenheim race circuit in Germany in
August 2010. We also highlighted the fact that NMMU (Nelson Mandela Metropolitan
University) will be flying the South African flag, and we appealed to our readers to
get behind the project. Over the next few issues, we are going to give some technical
specs and general requirements for this competition designed for students, and to
follow the progress of our Port Elizabeth lads and lasses.
S
peed is not the only element in this competition. Points Reliability is the name of the game, because the weighting of
are also allocated to design, performance, financial points is significantly skewed towards this aspect. Therefore,
planning and sales planning. The students are chal- whilst speed does give an adrenaline rush, with Formula S the
lenged to go through the whole process, and to deliver wise and patient tortoise may have the edge on the foolish and
on these requirements, from start to finish. The SAE impatient hare. Whilst the adjudicators in Germany may take
rules and regulations stipulate the following: great care in evaluating the technical aspects of the completed car,
they will also seek to evaluate the effectiveness of the marketing
General Requirements and sales plans of the competing teams. Thus, a multi-disciplinary
approach is prudent, and NMMU has roped in students from
• Four wheel configuration
many faculties, which makes for a heady mix of science and art.
• Wheel base of at least 1525mm The important thing to remember is that NMMA Racing will be
• Track width with the smaller track front/rear not less than the only team from Africa to participate in August 2010, thus the
75% of the larger whole of South Africa needs to put its weight behind these
• Minimum chassis ground clearance of 25,4mm intrepid and adventurous youngsters.
• Minimum wheel diameter of 203,2mm
Anyone who wishes to assist in putting South Africa on the
Engine/Power Train Requirements Formula S map may contact the project leaders of the
NMMU Racing team, Howard Theunissen or Trevor
• Four stroke engine with displacement not exceeding 610cc Stroud, at howard.theunissen@nmmu.ac.za or
• Throttle body of any size/design via mechanical (cable/rod) trevor.stroud@nmmu.ac.za. Alternatively, they may be
actuation using at least two return springs located on the contacted at 082 775 8536 or 083 419 3707.
throttle body
• Intake system restrictor (to limit power capability) between
the throttle body and engine of 20mm maximum Mphathisi Colwana
and Alison Richter
are two of the stu-
dent engineers on the
Formula S team.
February 2010 77
Fast Wheels
CHANGES IN FORMULA 1
COMING TOGETHER
There is no doubt who runs Formula 1 credit. If he wins people will say they expected it. If he loses,
racing in the world. Not Max Mosley they will say he is over the hill and shouldn’t have come back.
or Jean Todt, the new President of the Wait till you see.
by Roger McCleery
FIA.
Red Bull with Sebastian Vettel and Mark Webber are the same
Bernie Ecclestone runs it – that’s who. driver line-up and have to be one of the favourite teams for the
championship. They work very well together. The Renault
Months before the end of 2009 Bernie said it would be nice to engine they used was put to better use than the Works Renaults
have Michael Schumacher back in Formula 1. Guess what? He and their pilots both won Grands Prix convincingly last year.
is back in the new Mercedes Grand Prix car (formerly Brawn).
McLaren? Have two world champions with MBE’s. Both Lewis
When Flavio Briatore was sentenced to a lifetime ban by the FIA Hamilton and Jensen Button are British. Both have grown up in
from ever returning to Grand Prix racing again after taking the fall karting and are mates. But as the expression goes “Jolly good
for the Nelson Piquet Jnr crashing scandal in Singapore, Bernie friends in the clubhouse until they are put to sea.” One is going
said, “The sentence was a bit harsh”. Guess what? Flavio has to dominate whilst the other one is going to say he has not been
had the sentence overturned and he will be back in one or anoth- given the equipment. Wait till you see this as well.
er. That is if he wants to join the other schemers in Formula 1
racing again. Ferrari? With no Michael Schumacher to look after Massa, the
new signing and twice World Champion, Fernando Alonso, who
With Toyota, despite assurances that they weren’t withdrawing, can really sort out cars, will be the top dog. This plus the fact that
leaving the scene with BMW to join Honda, who had withdrawn the Italian team normally are fraught with politics with Brawn
the year before from Formula 1 racing, the prophets of doom said gone. With a Portuguese and Spanish driver in the line-up, life
that Formula 1 is kaput. Bernie for sure has been changing rules, could be fun. All have their own temperaments.
points scoring systems, getting a new engine supplier on board
and stopping refuelling during GP races. There have been a few Renault with a new manager, Eric Boullier, at the helm despite an
incidents of fuelling pipes following the car up the track. He has experienced line-up led by Robert Kubica, will battle - despite a
ended up with 13 teams instead of the 10 racing in 2009. new investment partner. Renault always suffers from top man-
Maybe the days of the big manufacturer teams are over. agement threatening to pull out, despite winning two titles with
Alonso. They took that for granted. Probably did the same with
Besides Mercedes Benz there is the regular Red Bull, McLaren, the road cars as far as their similar design for all models went.
Ferrari, Renault, Torro Rosso, Williams and Force India still in
the line-up. In comes Lotus Formula 1, Campos, Virgin GP, the The CEO thinks it is easy to win F1 Championships as long as
US F1 and Sauber instead of BMW, all using Cosworth 2.4 litre you threaten all the time and pay money into the team. Try
V8 engines. Toyota – gone without a trace or a GP win in 6 years and billions
poured into its existence.
Kimi Raikkonen has departed for World Rallying in a Citroën,
which is a shame, but he has his own agenda and has got a good- Williams? Good driver line-up with Rubens Barricello and von
ly little package not to be seen in a Formula 1 Ferrari this year. Hulkenburg but we will have to see how the new Cosworth
Kazuki Nakajima, the super-quick Japanese driver, is probably engine performs.
going to Sauber. I am not sure what is happening to Fisicella.
As for the others. They will fill the rest of the positions. Having
Newcomers include some great young talent. Nico Hulkenburg, said that, did we expect to see Ross Brawn bring a 2 week old
the German, who shines in a single seater, having won the F2 team into Formula 1 and clean up in its debut year?
Championship in 2009, and the A1 GP Series in 2008, is in the
Williams, whilst the equally talented Bruno Senna, nephew of the Force India with Sutil and Luizzi and Torro Rosso with Buemi
great man himself, is in a new Campos. will slide into the top ten during the season.
What is going to happen? The middle of March in a hot Bahrain will give us all a good idea
of who has done their homework during a freezing winter in
We have to start with the top four or five. Mercedes Benzes has Europe after limited testing that is enforced these days.
an all German line-up, Nico Rosberg has to get used to a team
after swopping from Williams where he put in some top drives.
Michael Schumacher I reckon will still drill them all. He has
nothing to prove or lose with seven world championships to his
78 February 2010
Hogg’s Wash
Ménage du trios
I was recently in the UK, and I thought that I would share
some predictions by James Corrigan in his Last Word col-
by Gilbert Hogg umn in the Independent on Sunday 27th December 2009.
All tongue in cheek stuff, and very entertaining:
January: England take the final test in looking up for the world number one – no shots. “He’s even better than before”, says
Johannesburg to clinch a 1-0 series win mistresses have come forward in the last Phil Mickelson, “he seems to have so
over South Africa. Centuries come from two weeks. much more energy”.
Strauss (born in Johannesburg), Pietersen May: Michael Owen named as England’s September: Usain Bolt becomes the first
(Maritzburg), Trott (Cape Town) and captain for the World Cup. “He’s always human to jump more than nine metres in
Prior (Johannesburg). “What a day for our been my number one”, enthuses Capello. his first ever long jump event. “Er, I was
country” says an evermore desperate going so fast that I didn’t even see the
June: At Wimbledon, Roger Federer
Gordon Brown. “It wasn’t exactly a bad board. No, I didn’t jump, that’s just my
beats Rafael Nadal in epic final that finish-
day for ours” counters Jacob Zuma. stride”.
es at 2.32am. Only the Duke of Kent and
February: In Six Nations Opener, Amy Whitehouse are still awake. October: Europe wins Ryder Cup,
England beaten 25-9 (Wilkinson three
July: France beat Brazil to win the World although Colin Montgomerie’s moment
penalties) by Wales at Twickenham.
Cup as Henry punches the ball into the of glory is cheapened by Woods’ non-
Martin Johnson refuses to be despondent,
net in the 119th minute. “It was instinc- appearance. “I’m taking a seven day break
“there were actually positives to take. For
tive, FIFA should replay” he says five from golf ”, said the lover of the team for-
starters, I thought our national anthem
months later. Tiger Woods announces his mat.
went better than theirs, and the Welsh
return at St Andrews for the Open and
boys can really sing”.
also reveals he has a new caddie – his wife November: Manchester City resign from
March: Stablemates Denman and Kauto Elin. “When it comes to clubbing me, she the Premier League and join the County
Star link horseshoes on the run-in and trot has no equal” he says. R&A bends its rules Championship.
over the line together in the Gold Cup. to allow Elin to use a distance-finder. Says
“Life’s not all about winning” says the a spokesman, “Elin has assured us it isn’t December: England take a winning 2-0
trainer, “we leave that to Thierry Henry”. for yardages but just to ensure her hus- lead to retain the Ashes. David Cameron
April: Tiger Woods misses his first band is never out of sight”. announces a national day’s holiday, declar-
Masters in 16 years, although things are August: Woods wins USPGA by 10 ing that “cricket is our new national sport”
I noticed that Tiger Woods got four mentions. A cheap shot from Corrigan? Here’s my cheap shots:
February 2010 79
The Last Writes by Baron Claude Borlz
Why men My bure se kindertjies het my netnou uitgedaag tot `n watergeveg. Ek dog ek laat weet jou
terwyl ek vir die ketel wag om te kook!
shouldn’t wrote Wat noem jy `n non op `n treadmill? Virgin Active…..
advice columns: Dokter sê vir Koos hy’t hondsdolheid en gaan definitief sterf. Koos vra pen en papier. Dr:
Wil jy `n testament maak? Koos : Nee, ek wil `n lys maak van almal wat ek gaan byt!!
From an American newspaper:
A teacher gave her class of 11 year olds an assignment: To get their parent to tell them a story with
Dear John, a moral at the end of it. The next day the kids came back and one by one began to tell their sto-
ries. Ashley said, 'My father's a farmer and we have a lot of egg laying hens. One time we were tak-
I hope you can help me. The ing our eggs to market in a basket on the front seat of the car when we hit a big bump in the road
other day, I set off for work, and all the eggs got broken. 'What's the moral of that story?' asked the teacher. 'Don't put all your
leaving my husband in the eggs in one basket!' 'Very good,' said the teacher.
house watching TV. My car
stalled, and then it broke down Next little Sarah raised her hand and said, 'Our family are farmers too. But we raise chickens for
about a mile down the road, the meat market. One day we had a dozen eggs, but when they hatched we only got ten live chicks,
and I had to walk back to get and the moral to this story is, 'Don't count your chickens before they're hatched'.' 'That was a fine
my husband’s help. When I story Sarah.'
got home, I couldn’t believe
Michael, do you have a story to share?' 'Yes. My daddy told me this story about my Aunty Sharon.
my eyes. He was in our bed-
Aunty Sharon was a flight engineer on a plane in the Gulf War and her plane got hit. She had to
room with the neighbour’s
bail out over enemy territory and all she had was a bottle of whisky, a machine gun and a machete.
daughter! I am 32, my hus-
She drank the whiskey on the way down so it wouldn't break and then she landed right in the mid-
band is 34 and the neighbour’s
dle of 100 enemy troops. She killed seventy of them with the machine gun until she ran out of
daughter is 19. We have been
bullets. Then she killed twenty more with the machete until the blade broke. And then she killed
married for 10 years. When I
the last ten with her bare hands.' 'Good heavens,' said the horrified teacher, 'what kind of moral
confronted him, he broke
did your daddy tell you from that horrible story?' 'Stay the %^*$ away from Aunty Sharon when
down and admitted they had
she's been drinking.'
been having an affair for the
past six months. He won’t go
to counselling, and I’m afraid I 10 Rules for Men
am a wreck and need advice 1. It's important to have a woman who helps
urgently. Can you please help? at home.
2. It's important to have a woman who
Sincerely, Sheila cooks from time to time.
3. It's important to have a woman who keeps
Dear Sheila, the house clean.
4. It's important to have a woman who has a
A car stalling after being job.
driven a short distance can be 5. It's important to have a woman who likes
caused by a variety of faults
with the engine. Start by you.
checking the fuel line. If it is 6. It's important to have a woman who can
clear, check the vacuum pipes be your very best friend.
and hoses on the intake man- 7. It's important to have a woman who can
ifold and also check all make you laugh.
grounding wires. If none of
these approaches solves the 8. It's important to have a woman who you
problem, it could be that the can trust, who doesn't lie to you.
fuel pump itself is faulty, 9. It's important to have a woman who is This street leads off White Hart Lane
causing low delivery pressure good in bed.
to the injectors. 10. It's very, very important that these nine
in Tottenham, London. I hear that
I hope this helps, John.
women do not know each other!!!!!!! the ANC has written to the London
Sincerely,
council requesting that the street be
Tiger Woods renamed as Tshwane Road.
80 February 2010