The tyre industry has developed a poor reputation over the years. As an unregulated industry, the economic downturn has given rise to an increase in back-street tyre fitters, trading in part-worn tyres.
At the other end of the spectrum, large brands have a competitive advantage. By being able to buy in bulk and offering wider services, such as car washing, MOTs and exhaust replacements, both types of company can provide customers with an economical range of services, all under one roof.
This has squeezed many independent tyre companies out of the market, but Derbyshire-based Elmbridge Tyre Services were adamant that they were not going to be one of those. Instead, they looked to see where they could differentiate the business to gain a competitive advantage.
Finding the right solution
“We knew we needed to find an edge over our competitors,” says Managing Director, Gareth Williams. “Our clients need assurances that their suppliers operate at the same, if not better, standards than they do. Given the lack of regulation in our industry, we realised it was important to demonstrate to our customers that we invest in, and continuously improve, our company and staff, and ISO900:1 Quality Assurance provides a mechanism by which we could do that.”
In 2014, Gareth spoke to Peter Jones and David Dennis from Independent Advice for Business (IA4B), who he had been recommended as specialists in quality assurance.
Given the nature of Gareth’s business – operating within strong environmental boundaries and having staff work in a potentially dangerous environment – they recommended that the company should adopt all three standards – ISO9001 Quality Assurance, ISO14001 Environmental Management and BS OHSAS 18001 Occupational Health and Safety Management.
“I did quite a bit of research and realised that if we achieved all three standards, we would be the first independent tyre fitting company in the country to have these – it was a no brainer!” says Gareth.
The process
Gareth worked closely with Peter and David, to identify what systems and processes they would need to implement in order to achieve the accreditations.
“The process looked quite daunting when it was initially laid out in-front of me. Every business has its own way of handling their paperwork and listening to their customers, and our processes had been in place for more than 50 years at the time. But, we engaged the full management team and were supported every step of the way by IA4B, which made us realise the process isn’t that bad at all – its about sharpening your approach not reinventing the wheel,” explains Gareth.
Within six months the company gained all three accreditations, which have reaped rewards for the business.
The value of accreditation
“Within a year of being accredited we were awarded a large contract with a mail delivery company, providing tyre services across the region for the leasing company that provides their vehicles.
“When we were awarded the contact, we were told that our accreditations had played a big part in them choosing us as a supplier – at that point we knew we had made the right decision,” adds Gareth. “Knowing we were operating at an accredited level has given us the confidence to go for different contracts, and tell our existing clients that we are a quality assured business.”
In addition to the new contract, Elmbridge Tyre Services has retained all its existing clients. It has also expanded into a new area of business, providing four-wheel alignment, which was a considerable investment for the business.
“Having the quality standards in place made it easier for us to expand into providing alignment services. It made us think differently about how we would go about it, and meant that the changes we needed to make were implemented in a considered way – making them more sustainable. This is now a large part of our business offer and it is certainly reaping rewards for us.”
Adopting the standards has also helped the Elmbridge team think differently and act more smartly.
“Thinking about method statements and risk assessments, for example, when we are going for new work, has helped us to think about how that work would be delivered and helped us to quote more effectively.
“Many of our team members have been with us for many years and with fresh blood coming into the industry, we are now able to bring them up to speed quickly, by providing them with a clear induction and paperwork that is in an accessible format – supporting them to gain their confidence to quote and do their jobs efficiently from day one. It also good for us to know that we are providing a working environment for them that is safe and efficient.”
Next steps
Elmbridge Tyre Services has just received re-accreditation for all three standards and is now using them to continually improve and tighten the businesses operations.
“I know that putting quality standards into Elmbridge Tyres has helped the business to grow and develop and I feel that, as a bare minimum ISO9001 should be a pre-requisite for the tyre industry. I know more tyre companies are undertaking accreditation, but being the first independent provider to attain all three accreditations has shown us that after 55 years in business we can keep moving forward and find better ways to do things,” concludes Gareth.
About Elmbridge Tyre Services
Elmbridge Tyre Services is a specialist, independent tyre service and fitting company, based in Swadlincote. A family-run company, it was set up in 1962 by Barry Williams and employs 17 people.
The business has a wide client base, servicing a range of contracts for the Bridgestone Truck Partnership, aggregate industries, agricultural clients, construction companies, the local council and the general public.
Find out more about quality accreditation.
