February 2005 saw the Volvo Dealer national average first-time pass rate on MoTs exceed 80% for the first time. The current average for all makes is 66%, placing Volvo significantly ahead of the competition. The latest figures are the result of a three-year programme based on rigorous training and direct auditing of VOSA figures. "Three years ago we were managing a 60% first-time pass rate," says Volvo Fleet Engineer, Ron Bowie. "It was ahead of the then-current national average, but not good enough. Before the programme began, we were basing our figures on Dealer estimates.

Moving to independent figures provided by the Vehicle Inspectorate, as it then was, gave us a clearer picture of where we were and where we needed to be. Unpalatable as the accurate facts were, the top management of the Dealer Network bought in to the need for change." By September 2003, improved VOSA systems meant that the Volvo Dealer Network was receiving figures monthly, helping both to track progress more accurately and to drive home the message.

The measures taken included investment in new testing equipment by individual Dealers but, according to Ron, "the big issue was training. An initiative like this can be driven from the top, but must be achieved from the bottom. Crudely, you can spend what you like on tooling, but it's the guy using it who counts: it's attention to detail by the individual engineer." Much of the training was carried out in direct conjunction with the Vehicle Inspectorate and, later, VOSA: Volvo technicians trained alongside inspectors, gaining a closer understanding of the techniques and the goals involved.

The vastly improved figures have required what Ron calls "a complete culture change". He adds, "Technicians now think much more from a customer's point of view and take ownership of the vehicle's success at MoT. They've come to understand the consequences of failure to customers- that it might entail not just inconvenience but a risk to their O-licences. VOSA are determined to improve the quality of vehicles on U.K. roads and they will target bad operators and bad maintenance providers.