BUSINESS SKILLS STUDY

Wm Armstrong Group, Hauliers
Townfoot Longtown, Carlisle, Cumbria CA6 5LY
Tel: 01228 791242 www.warmstrong.co.uk
Managing Director: Mrs Jennifer Whyberd

Company description
This family business was started by Jennifer’s grandfather in 1927 and has grown from a local milk collection service to become a nationwide operation. With more than 90 vehicles and 200 employees, William Armstrong Ltd. now have expertise in general haulage, bulk tippers, milk transportation and livestock carriage.

In 2001 the company, like many in Cumbria, was hard hit by the foot and mouth crisis and lost more than 50% of its business. It responded by moving the focus from livestock to general haulage and by working with other like-minded hauliers they established PalletForce – a co-operative venture that created a hub for nation-wide delivery services with each member concentrating on a specific area. Switching drivers from livestock movement to general delivery work protected both drivers’ jobs and the business.

Reasons / motivation for training

Managers were dismayed to find that when the foot and mouth restrictions eased, few of the specialist livestock drivers wanted to return to their previous role, which exacerbated existing driver shortages. When the company advertised for new livestock drivers, the response was zero.

Recruiting new HGV drivers is a national problem - some 60,000 are needed and currently the average age of qualified drivers is 54. So the shortage faced by hauliers will grow quickly - compounded by demands for better employment packages with more flexible shift patterns and recognition of family commitments. The European Working Time Directive is placing additional restrictions on working hours, further increasing the demand for drivers.

“Our only solution,” explained Jennifer Whyberd, the Managing Director, “was to grow our own. The company has always been keen on training and was involved under the old ITB system in training drivers and apprentice mechanics.”

However, bringing new trainees into the business has become increasingly difficult. 16 year-olds are encouraged to stay on at school and few consider this career pathway because HGV training schemes previously restricted entry until age 21 . So to meet staffing needs, the company needed to find a creative, rewarding and practical way to attract young people into the transport industry.

Nature / level of training provided

Discussion with the System Group Ltd.– a local private training organisation, identified the possibility of tailoring the Modern Apprenticeship scheme, for Transport and Movement of Goods by Road, to meet Armstrong’s needs and circumstances. System Group had already been involved in training some adult drivers under a Drive to Success scheme, similar in format to an Apprenticeship and was able to build on this experience to deliver a programme for young adults.

The result was that the Wm Armstrong Group employed 6 young people aged 16+ – starting them in the lorry yard preparing, checking and loading and also working in the warehouse, learning customer skills and how to drive a forklift truck.

The majority of their learning is on the job: after passing their car driving test at age 17 they move on to local delivery work using vans, and at 18 can take the Category C driving test for rigid vehicles. To complete their Apprenticeship Foundation Certificate they spend one day per month at System Group working on Key Skills and building their portfolios for their Level 2 NVQs. Then at 18+ they can move on to the Advanced Apprenticeship with NVQs at level 3 and instruction in driving the 44 ton articulated vehicles for their sponsoring company.

The Wm Armstrong Group’s commitment to training and skills is strong. In addition to the Apprenticeships for drivers, they also have Apprentice Mechanics and Accountancy Technicians, plus Office Administration NVQs. For existing drivers they provide advanced driving training plus programmes to enhance skills and quality across the board.

Incentives to learn and train

Training Manager, Steve Whyberd is proud of the scheme. He feels that apprentices are more motivated because they can quickly see the benefits of learning. Having a car driving licence at 17, and being qualified to use a forklift and drive a large wagon by age 18 gives them status and recognition amongst their peers, plus the fact that their wage increases as they move through the scheme and gain their qualifications.

Most important for Armstrong’s is its ability to train drivers to gain the specialised skills and qualification for livestock transportation. Managers with experience in livestock transport, have added to their skills and trained as assessors for this shortage area so that the apprentices get rapid assessment and feedback on their work and the company ensures that it gets the quality of driver they need.

Co-operation between the Wm Armstrong Group and System Group has developed a comprehensive training package – comprising much more than the minimum NVQ. Drivers take the certificate that covers transporting hazardous chemicals; they join other Armstrong drivers for in-house training on changes in legislation and Safe and Fuel Efficient Driving (SAFED). Another opportunity open to them is the Certificate of Professional Competence in Managing Transport Operations. This produces a well-rounded programme in which the company has confidence and which the trainees value.

Business benefits

Growth
Jennifer Whyberd is delighted by her company’s success. The foot and mouth crisis caused a number of many businesses to fail but Armstrong’s has doubled its pre-epidemic level turnover. Jennifer attributes this in large part to their investment in training. The adaptability of drivers to undertake other haulage work has been significant and the driver Apprenticeship programme has enabled them to increase delivery capacity throughout the business.

Cost saving
The training programme for Safe and Fuel Efficient Driving has had a huge impact and the company now expects to save up to £100,000 per year on fuel costs through improved driving skills. Not only does this have a beneficial environmental effect, these savings alone have funded a full-time training post and more than covered company training costs.

Business efficiency
Further savings have accrued from reductions in accidents and resulting insurance claims -increasing vehicle availability and improving service reliability. Improved business efficiency has enabled them to afford to run a more modern fleet of vehicles– with even further fuel and insurance benefits.

Quality staff
“Because we invest in training our people,” says Jennifer, “staff are more adaptable and committed to good service and continuous improvement, and I am particularly pleased with the Driver Apprenticeship NVQs which emphasise the depth of understanding required to do the job well.”

The underpinning knowledge and key skills elements of the programme ensure apprentices are thoroughly grounded in the requirements and processes of the business. Managers feel that the apprentice drivers are better informed, use communication skills with customers more effectively and so make better decisions – important when they are away from base acting on their own initiative. Teamwork benefits too, because the apprentices understand all aspects of the job, which adds to overall efficiency and effectiveness.

Improving recruitment and retention
The company feels it is now benefiting from its reputation for sound training and employment. This year the response to their advertisement for Apprentice drivers has been productive - they have recruited another 6 people without difficulty and are now looking to a rolling recruitment programme.

“I am really proud of the fact that we have not just survived the Foot and Mouth breakout – we have come through with the business on a stronger footing,” says M.D. Jennifer Whyberd. “In 2003 we won the accolade ‘Depot of the Year’ from our peers in PalletForce and I feel that our approach to training and developing our staff is one of our major strengths.”

“If I could change one thing it would be that I wish we had started growing our own drivers earlier – but now that we have a strong partnership with System Group in place we will move forward with them.”

Training and Business Support Agencies recommended by the Wm Armstrong Group.
Systemgroup Carlisle Airport, Business Park, Carlisle, Cumbria CA6 4NW
Tel: 01228 574010 www.system-group.com

INDIVIDUAL ROLE MODEL

Thomas Pattinson aged 18, Apprentice Road Haulage and Livestock Carrier

Thomas left school at 16 with some grade D GCSEs. Unsure that more classroom learning was right for him, he was delighted to be offered an Apprenticeship with the Wm Armstrong Group.

Thomas is really enjoying his training. Now 18, he is already an experienced, qualified fork-lift truck driver, has passed his car/van driving test and was one the youngest people in the country to gain his Category C Driving qualification to drive rigid lorries. He now confidently makes deliveries across Cumbria and the North of England.

Initially a very quiet and shy young man, Thomas’s confidence has grown rapidly along with his skills. Compared to his peers, he feels he has a more responsible job, and is envied by his friends because he passed his driving test without cost and earns a good wage.

“They think it’s unreal,” he says, “because I have my own car already and get to travel around, and my wages go up as I progress with the company. When I’m fully qualified I will be earning between £20,000 and £24,000 per year – not bad for someone under 20!”
Thomas Pattinson

Practical training

“I really like learning on the job,” Thomas says, “You gain a lot from being with the other drivers. I was a bit worried at first about what the classroom side of learning would be like but the NVQs are all about real work and we only attend classes at System Group for 2 half days study each month. Now I’ve got my portfolio of work which shows exactly what I can do and I have just successfully completed the Foundation stage of the Apprenticeship.”

“Having our own trained assessor on site at the Company has been great,” Thomas explained, “because we get assessed as soon as we are ready. Each unit gets signed off in my portfolio, or I get feedback quickly if something isn’t right so I can work on it straight away.”

Getting the Key Skills component right has been important for both System Group and Armstrong’s. Initially the teaching material was insufficiently rooted in practical, transport related topics, but after listening to the trainees and working closely with Armstrong’s assessor, David Hope this was rewritten. Now apprentices find it challenging and relevant. Learning from material such as tachographs, maps, fuel records and delivery itineraries, the trainees develop literacy and numeracy skills and sort out real problems and issues.

Armstrongs are also pleased that the Key Skills are rooted in industry practice and see the benefits of enhanced speaking, listening and number skills in drivers’ relationships with customers, supervisors and in their teamwork.

“This batch of Apprentices aren’t afraid to ask questions or check out details,” says David Hope NVQ Assessor ”They are better at directions, make fewer errors and communicate well with our customers. They’ve got loads of confidence in themselves and what they do. It’s very heartening to see them develop so quickly and they can actually complete the full programme before they are 19. So it’s an effective process all round.”

Learning provider recommended by Thomas:
Systemgroup Carlisle Airport, Business Park, Carlisle, Cumbria CA6 4NW
Tel: 01228 574010 www.system-group.com