Delivering Value to Customers...and their Value to Us

A customer centric business culture has always prevailed at Dimo and been passed down from one generation to the next. Tradition leads Dimo Tribe Members, in treating customers with respect. We are all of one mind – that the customer is indispensible to the success and sustainability of our business. We are well aware that we cannot create value without our customers.

Our constant goal is to reach that critical point where our customers come to regard Dimo as their trusted solution provider. In doing so and among other areas of initiative realised, we build customer capital.

Our customers have transacted business to the value of Rs. 27.7 bn (Rs. 39.9 bn in FY 2011/12) during the financial year under review.

There are many initiatives we take in building customer capital. They include growing our customer reach, building our own competencies to serve the customer, offering responsible customer care and a comprehensive customer relationship management regime.

Our ultimate objective is to offer customers a pleasurable experience every time, which will lead them back to us many times over.

In reaching and fulfilling the expectations of customers, our approach is simple – it relies on gaining as complete an understanding of the customer as we can achieve and then fulfilling their personalised requirements to the best of our ability. To deliver this, we have in place several channels of contact, interaction and engagement with our customers.

Customer Portals

It is our endeavour to bring the multifaceted product and service portfolios of Dimo as close as possible to the customer.

The Company has made significant investments over the years, to achieve this goal. These investments have enabled us to reach our diversified customers more effectively as well as to broaden and strengthen our customer base. In the process we keep opening up untapped markets and reaching them via a growing branch network.

During the year under review Dimo operated a network of 52 (40 in FY 2011/12) Customer Interaction Points comprising a mixture of Branches, Customer Contact Points and Display Points – all geared to reach and serve the customer.

The concept of "customer contact points" had been a new way of reaching potential customers. The first such contact point had been declared open in Piliyandala in December 2011 and during the year under review 11 (14 in 2011/12) customer contact points had further extended our reach. Many of these avenues which started life as customer contact points have now been transformed into branches.

Our strategic alliances with top leasing and finance companies enable us to offer our customers special rates of interest and tailor-made schemes to go with specific products.

In addition, Dimo has other channels such as ‘Riyaharasara’ and concepts such as ‘Village to Village’ (Gamin Gamata) which localise the customer reach and support market penetration and customer awareness.

We also offered a special concessionary scheme to support small scale entrepreneurs registered under the Government’s Samurdhi scheme.

Branch Network

The following Map lists our customer interaction points.

Jaffna Branch
214,Stanley Road,Jaffna.
Telephone: 021-4920515

Nelliadi Contact Point
Elakaby,Alwai East, Alwai, Nelliadi.
Telephone: 021-4923672

TATA Vehicle Display point
43, Jaffna Road,Vavuniya
Telephone: 024-4925009

Anuradhapura Branch
562/100, Jayanthi Mawatha, Anuradhapura.
Telephone: 025-2223025/025-2224972

TATA Work shop
562/126, D.S. Senanayake Mawatha,Anuradhapura.
Telephone: 025-2223025

Padaviya Contact Point
Infront of school, Padavi - Parakramapura
Telephone: 254928867

Tambuttegama Contact Point
24,Queens junction,Tambuttegama
Telephone: 0254641015

Trinco branch
21/10, 3rd Mile post,Nilaweli Road,Trincomalee.
Telephone: 026-4641020/1

Polonnaruwa Contact Point
28th Mile post, Batticlo road,Kaduruwela
Telephone: 027-4641008

Kegalle Contact Point
785 Meepitiya,Kegalle
Telephone: 035-4930221

FMC Project/Holcim Quary
Eluwan Kulama,Puttalam
Telephone: 032-4920630

TATA Vehicle Display point
542/1, Colombo Road, Thilladiya, Puttlam
Telephone: 032-4930526

Wennappuwa Contact point
Naynamadama West Colombo Road, Wennappuwa
Telephone: 031-2254866

TATA Vehicle Display point
800,Dambulugama,Dambulla
Telephone: 066-4928283

Ampara Branch
C 62, D.S.Senanayaka Street,Ampara.
Telephone: 0634923406

TATA Vehicle Display point
61,Town 1, Main street,Akkaraipattu
Telephone: 0674-923847

Kandy Branch
276A, Katugasthota Road, Kandy.
Telephone: 081-4940829

Kandy Branch Work Shop
671/A, Balagolla,Kengalla, Kandy.
Telephone: 081-4950445

Kurunegala Branch
27 A, Colombo Road, Malpitiya,Boyagane, Kurunegala.
Telephone: 037-4697800

Nikaweratiya Contact Point
18 Puttalam road,Nikaweratiya
Telephone: 037-4944378

Hatton Contact Point
No. 162/81, Dimbulla Road, Hatton
Telephone: 051-4924656

Dimo Logistics Centre
Kirindaiwela Road, Weliweriya.
Telephone: 033-4674616

Siyambalape Complex
135, Mahena Road, Siyambalape,Biyagama.
Telephone: 011-2400667-8

Kurana Contact Point
754,Colombo Road, Kurana
Telephone: 0314641026

TATA Vehicle Display point
32,Aluthgama,Bogamuwa,Yakkala
Telephone: 033-4674404

Monaragala Contact Point
264/A, Wallawaya Road,Monaragala
Telephone: 055-4641012

Rathnapura Branch
56, Bandarawatte,Hidellana, Ratnapura
Telephone: 045-4928620

TATA Vehicle Display point
345,Pallegama,Ratnapura Road, Embilipitiya
Telephone: 047-4931050

Head Office
65, Jetawana Road, Colombo 14.
Telephone: 011-2449797

Bosch Service Centre
56, K,Cyril C.Perera Mawatha, Colombo 13.
Telephone: 0773399933

Dimo Mart
50,51, Jetawana Road, Colombo 14. Telephone: 011-4606800 Head Office 65, Jetawana Road, Colombo 14.
Telephone: 011-2449797

Komatsu & KSB Sales
63, Jetawana Road, Colombo 14.
Telephone: 011-2449797

Medical Engineering & Power Engineering Solutions
60/7,Horton place, Colombo 07.
Telephone: 011-4607100

Mercedes Benz & Chrysler Showroom
378-385, R.A.De Mel Mawatha,Colombo 03.
Telephone: 011-4527788

TATA Light, Commercial Vehicle Showroom
61, Jetawana Road, Colombo 14.
Telephone: 011-2449797

TATA Passenger Car Showroom
385 A, R.A.De Mel Mawatha,Colombo 03.
Telephone: 011-4527799

TATA Passenger Car Showroom & Workshop
467, Sirimavo Bandaranaike Mawatha,Colombo 14.
Telephone: 011-4741570

TATA Passenger Car Workshop
23,Kaldemulla,Moratuwa.
Telephone: 011-4645487/88

TATA Spare Parts Showroom
74,74/1, Jetawana Road, Colombo 14.
Telephone: 011-4602100

Total Marine Solutions
15/2, Tickelle road Borella, Colombo 08.
Telephone: 011-4602000

Agri Machinery sales, Tyres & Power Tools sales & Bosch power tools service center
180,Deans road,Colombo 10
Telephone: 011-4645141

Awissawella Contact Point
179 Colombo road,Awissawella
Telephone: 036-4641002

Padukka Contact Point
397/c High Level road,Galagedara,Padukka
Telephone: 011-4645754

Moratuwa Contact Point
435,Galle road,Rawatawatta,Moratuwa
Telephone: 011-4645735

Piliyandala Contact Point
329/3, Colombo road, Piliyandala.
Telephone: 011-4376943

Construction Spare parts Sale center
250 Layards broadway,Colombo 14.
Telephone: 011-4645384/5

Horana Contact Point
No. 275, Rathnapura Road, Horana
Telephone: 034-4947836

TATA Vehicle Display point
2H, New road, Ambalangoda
Telephone: 091-4941158

Ambalantota Contact Point
339/10 Tissapura, Walawa, Ambalantota.
Telephone: 011-474934019

TATA Vehicle Display point
786, madawelana, debarawewa, Tissamaharama.
Telephone:011-474932442

Matara Branch
401, Kumaratunga Munidasa Mawatha,Pamburana, Matara.
Telephone: 041-4929378-9

Mannar Contact Point
Thalvupadu road, Eluthur, Mannar.
Telephone: 023-4920459

In November 2012, Dimo successfully completed a Mega Service Camp branded ‘Riya Harasara 2012’, at which a record participation of 721 TATA commercial vehicles was recorded. This was held at our state-of-the-art TATA Commercial Workshop in Siyambalape, ‘TATA Mahagedara’. All departments were represented at this event where they introduced and placed their products on show. More information of ‘TATA Mahagedara’ will be available in the section Building Capacities, of this report.

The Vehicle Parts Division is working on expanding its regional service network through a ‘service to the doorstep’ business model. This will not only enhance our service promise but also help us better understand customer needs.

Further, service campaigns and demonstrations along with representatives of our Principals, as well as regular customer meets were held on a planned basis.

The Agri Parts Department during the year under review, increased the number of dealers from 28 to 40, with a view to providing more convenience in service to our customers. Further, mobile sales tours were carried out island-wide to create more awareness among remote customers regarding the value of opting to use genuine parts.

Dimo Website

Our dedicated website www.dimolanka.com displays the latest product models together with news and upcoming promotions. Dimo’s new services, highlights of various events and projects can also be browsed in just a single click. The website also provides a look at the foundation of the relationship Dimo has built with the Principals and what the future holds.

Mercedes-Benz website www.mercedes-benz.com.lk has enhanced its accessibility; it can now be experienced via smart phones too.

Call Centre

A call centre was launched in May 2012 where all inquiries and complaints can be managed in a more structured manner. This also facilitates recording of content whilst ensuring immediate action is taken on all customer inquiries and grievances. This will be further discussed under Customer Relationship Management.

Our policy of partnering with the world’s best has enabled us to construct a portfolio of the best brands in their respective categories. The best must be served by the best – and to that end it follows that Dimo must build and enhance its capacities and competencies if our customers are to truly benefit from our blue chip principals and their products.

The Upcoming Mercedes-Benz Centre

This facility, located at Sirimavo Bandaranaike Mawatha, Colombo 14, will further enhance the quality of service to customers, and as envisioned by our principals, it will be no different to other centres found in Germany.

In addition to a fully equipped service and repair centre, it will also include a Mercedes-Benz museum and café, a 300-seat auditorium and recreation terraces.

The Mercedes Benz team will be moving into their state-of-the-art showroom and service facility from November 2013 which will highlight how we go beyond when it comes to customer service and satisfaction.

Total Marine Solutions

In the year under review, we made a decision to diversify into other areas that cater to the entire ship repair segment.

We were successful in obtaining a ship repair contract from the Maldives Police Department as an initial project.

The department has already submitted a tender bid to the Sri Lanka Ports Authority (SLPA) to expand the ship repair business in Trincomalee and we hope to set up a slip way and floating dock in Trincomalee to cater to small and medium size vessels.

Our engineers and technicians are regularly trained by our Principals in Singapore and Germany. A seminar was also conducted for our marine clients with the participation of our Principals.

We were also successful in securing an order from the Sri Lanka Railways for 23 MTU locomotives.

Lighting

The technical team in our Lighting Solutions Division has the capability of conducting energy audits and providing expertise on energy saving in addition to designing highly sophisticated lighting systems for specialised applications.

Dimo Lighting Centre offers a display of lighting products and information on design, supply, installation, trouble shooting and research and development. The Centre also disseminates information through workshops and seminars.

A three-day residential workshop was conducted for the top 70 decision-makers in the lighting industry. Lectures were delivered by Principals from RZB and VS.

A seminar was organized for 175 architects/engineers/end users together with Osram. Also, 12 meetings for electricians were conducted, focussing on the Siemens branded products and services.

Storage and Material

Electronic mobile racking systems and a range of other innovative material handling and storage systems have been introduced to the market. These products are backed by expertise for customisation, online after sales support and 24-hour spare parts delivery.

Power Solutions

A significant plus in this segment is our offer of after-sales service spanning the entire life cycle of the installed system.

Our technical team consists of factory trained engineers for each product, and they are trained continuously in line with new developments.

In our Electro Mechanical, Bio Medical Engineering and Marine Solutions segment, we continue to invest in training our after-sales team keeping them abreast of our Principals’ state-of-the-art technology. With 95% uptime guarantees, our 24-hour hot-line is the first of its kind to service the medical equipment field in Sri Lanka. Spares-to-site within 48 hours, remote diagnosis systems, and regional support centres in Germany, USA, Japan, China, Singapore, Dubai and India are some of the features that distinguish and differentiate Dimo in this business segment.

Building Technologies

During the year under review, a senior staff Engineer and an Assistant Engineer - were trained at Axis International, Singapore, which is one of Dimo’s Principals in security product portfolio. These engineers will be qualified as ‘Accredited Axis Certified Engineers’ upon successful completion of the programme.

After Sales Service

Our after-sales facilities have consistently been cutting edge and innovative; and span across our business segments.

For instance across all five segments of our enterprise, our efforts in reaching out are not just confined to customers but also include third parties such as mechanics, technicians and electricians (service providers).

TATA Mahagedara

This is our flagship service centre and workshop that also provides accommodation facilities for provincial customers as in a homely caring service.

This is the central hub where major repairs such as unit overhauling and collision repairs are effected.

The underlying philosophy of this concept is threefold, namely - respect and due care to customers (Garu Selakili Mahagedara), 24-hour online roadside assistance to customers (Honda Welawata Mahagedara) and customer safety and satisfaction through quality service (Arakshawata Mahagedara).

Current Statistics

Fourteen vehicles including a carrier are included in the 24-hour vehicle breakdown service to improve response time.

Training from Dimo Automobile Training School

Under the auspices of the Dimo Automobile Training School, TATA Mahagedera was able to arrange training on vehicle maintenance for customers of the Army and Police services.

TATA Mahagedara launched an engine overhaul scheme with the promise of completing the task within five days by using our expert knowledge and TATA genuine parts.

Our mobile service unit, equipped to troubleshoot and take care of minor repairs, provides another dimension to customer convenience.

The Bosch Diesel and Car Service Centre

The state-of-the-art Bosch Centre, located at 65, Jetawana Road, was inaugurated in January 2012. It is a Rs. 145 million investment that will take Dimo into the top tier for unmatched customer care in our vehicles segment.

The Bosch Diesel Centre is equipped with the most advanced testing technology and equipment. As one of the largest manufacturers of diesel fuel injection systems in the world, Bosch’s test equipment commissioned at the Centre can test, calibrate, diagnose faults and repair most makes of the new generation electronically controlled diesel fuel injection systems, including common rails.

The Bosch Car Service is an ultra-modern workshop facility that can accommodate up to 20 vehicles of all popular makes. Services include exhaust emission testing, troubleshooting and repairs, particularly for the new generation of motor vehicles that employ advanced electromechanical technologies.

Cost effective repairs for all types of fuel pumps are also provided, with ‘one day service’ orientation.

A free inspection campaign was carried out for all types of vehicles other than Mercedes and TATA brands.

Product awareness on common rail systems was conducted for garages on several occasions.

We sponsored the Annual General Meeting of the Institute of Automotive Engineers Sri Lanka and all members were briefed of our new facility.

A new loyalty card system is to be launched to reward and retain loyal customers.

All sales staff has been trained from Bosch Trainer organized by Bosch India. Our senior Mechanics and IPTS have also been trained by Bosch India.

Unit Repair

Our unit repair section was upgraded to enhance capacity and improve service turnaround time, whilst also providing ‘first time right’ (Best services) and same day service in engine overhauling and machining services.

We also offer a zero interest credit card scheme for all customers.

During the year in review, the department also purchased a new valve seat milling machine to speed up cylinder head overhauling process

Regular staff training is carried out in our Principal’s training centres.

One of the key products delivered by this unit is known as Adi Sathkara. As the name implies, the engine gets an ‘intensive care’ treatment. We are working towards a complete engine overhaul within 24 hours.

Developing Our Sales and Service Team

Continuous training and development are part of our human resource development strategy. The following table gives details on the training provided to our sales and service teams during the year, which amounts to a total of 12.31 and 17.79 (11.71 and 14.01 in 2011/12) man hours per average number of sales staff and service respectively.

Responsible enough to care...caring enough to be responsible – two sides of the same coin? Where our customer is concerned, it doesn’t matter how you put it. What is important to us is looking beyond ‘business as usual’ to the comfort, safety and well-being of our customers as they use our products and experience our service.

Further, delivering the best of the best requires care and precision. Thus, we have set the bar very high as evidenced in our tag line ‘Dimo Technology - Expect Perfection’

Whilst offering professional services such as advice and training on fleet management to fleet owners, and delivering spare parts to our customers’ doorsteps, we also provide safety equipment and technical training to external garage owners and their employees.

The Group’s Quality Management System is accredited with ISO 9001:2008 Certification.

Customer Health and Safety

Product and Service Labelling, User Manuals

All Dimo products are adequately labelled, have catalogue references and where required an accompanying user’s manual. Labelling also conforms to statutory requirements in respect of providing diagrams and pictographs, expiry dates, standardisation code numbers and information on possible environmental impact. The requisite quality certification stamps are also carried.

Products Life Cycle stages are closely monitored for health and safety impacts

All products marketed by Dimo incorporate the highest levels of safety. Dimo follows principals’ guidelines and globally accepted best practices to ensure that in the process of after sales care, the highest levels of safety are afforded to our customers. In addition, all health and safety measures as per ISO accreditation guidelines are employed.

There was no material incidents reported relating to customer health and safety in the period under review.

Ethical Communications

Dimo’s marketing communications are founded on transparency, honesty, ethical standards and conformity with statutory requirements. Where applicable, we also adopt our principals’ codes on the subject. All marketing campaigns are screened against a checklist prior to release to ensure that Dimo does not engage in unethical marketing practices.

There were no breaches of this code during the year under review. The same standards are promoted among all frontline staff in their communications with customers. There were no instances of non-compliance with any regulation on marketing communications during the year.

Checklist

• Consistency in corporate image
• Logo and branding guideline
• Product claim (product features)
• Accuracy and credibility of information
• Creative ideas
• Standards and credibility of contents
• Remarks on and comparison with competitors

Product Responsibility

Our principals, representing leading global brands, market some of the most responsible products in their respective categories. Hence, every product offered by Dimo is somewhat of a leader in the area of product responsibility. Dimo, on its part, is committed to keeping abreast of developments and offering the latest products and innovations of its principals to the Sri Lankan market while being environmentally friendly.

Let’s take a few examples –

Our Osram lighting products offer up to 90% energy savings compared to conventional incandescent and halogen lamps; mercury-free production; up to 45,000 hours service life; up to 100,000 switching cycles; high impact and vibration resistance.

The Dimo Lighting Solutions Division has a world class product range that permits customers to score well in the rating of LEED’s (Leadership in Energy and Environmental Designs) standards. Further, we are a member of US Green Building Council and are in a position to consult/evaluate construction projects and issue rating reports as per LEED’s standards. All safety related notices are printed on CFL’s sold.

All Bosch products are eco-friendly and recyclable. They also come fully insulated to guard the user against any hazard such as electrocution.

Dimo was the first in Sri Lanka to introduce asbestos-free brake pads for vehicles.

Mercedes-Benz ‘Blue Efficiency’ models are up to Euro 5 environmental norms (a European Environmental Standard). The new S class automobile will be marketed from December 2012 and will incorporate a hybrid engine – a ‘first’ for Mercedes and Dimo in Sri Lanka.

The constituents of our product portfolio in the small commercial vehicle category are now household words across Sri Lanka. The Dimo Batta, with its best in class fuel efficiency and low GHG emissions, has fast become one of the most popular light commercial vehicles on Sri Lankan roads. It was joined by the stripped down version of the 207 DIEX single cab pick-up truck, branded as the Dimo 207 Bullet. It is also one of the most fuel efficient vehicles in its class.

The MKM series of tractors was successfully launched during the year in review. It comes equipped with a new engine with lower emission rating and better fuel efficiency.

Dimo Energy Management Services provides capacitor bank design and installation services for industrial customers who wish to reduce their electricity consumption through power factor correction. By partnering with Electronicon, a reputed German manufacturer, we are in a position to assure our customers the highest quality and reliability of all installations.

The medical equipment we retail is globally approved by FDA and CE standards and also CDDA of Sri Lanka in terms of safety.

Customer Information Protection

Dimo respects customer privacy and is wholly committed to protecting customer data. In fact this is enshrined within our corporate policy. In furtherance thereof, we have in place systems that allow us to contact our database of customers – but only with their explicit permission and in the channel of their choice. Data protection complaints are handled in the same manner as other customer complaints, as explained before. No complaints pertaining to breaches of customer privacy or loss of customer data were received in the year under review.

Further, there were no incidents during the past year relating to transgression of health and safety, product labelling, advertising or customer confidentiality.

Customer Relationship Management

All of us at Dimo and particularly our Customer Relationship Management division have developed a ‘good ear’...we pick up even the faintest whisper from our customers and run it through our systems and processes in the cause of delivering a superior experience.

Customer Relationship Management at Dimo is handled by a centralised CRM Division. The CRM Division conducts a series of activities to maintain regular contact with customers and is well positioned to capture effective and candid feedback. The role of CRM can be displayed in three main aspects as in Profiling the Customer, Engaging the Customer and Nurturing Customer Relationships

The CRM Division currently provides a monthly data analysis service to the vehicle segment. These details are forwarded to business units monthly. All other business segments analyse their data on a quarterly basis in consultation with senior management. Both these quarterly and monthly reports contain customer responses and complaints that enable the Group to continuously develop its problem solving capability with timely and effective modifications to business processes when warranted.

To us Dimo customers are never faceless...never mere ciphers...never lines on a graph. They’re very real...and we know them well!

Currently, Dimo enjoys the patronage of 42,000 direct customers – individuals, businesses and Government – as well as a large differentiated dealer network.

Our dealers in turn serve several hundreds of thousands of consumers of our products

To serve and interact with our direct customers including our dealers, we have a team of 447 Sales (362 in FY 2011/12) and 472 Service personnel (481 in FY 2011/12) working for us.

During the year under review, many customer campaigns and customer profiling surveys were conducted within the vehicle sales and after sales division. Approximately 24,000 customers were reached through these surveys. A key objective of these surveys, among others, was to identify prospective customer segments with potential to generate further business opportunities for the Company.

The Total ‘Dimo Experience’

An interesting and important feature of our business is that many of our customers are exposed to and served by more than one of our business segments.

This indicates the efficacy of the ‘One Dimo’ concept at work, as customers are introduced to the total Dimo product and service offering.

The following table illustrates the number of active customers who were served by more than one business segment.

Engaging the Customer

Engaging with customers on a variety of issues, whilst adding value to their lives is a continuous commitment at Dimo.

During the year under review, we conducted several one to one surveys to identify customer concerns. These concerns were then addressed in accordance with their materiality and importance.

The most material concerns identified during the survey this year was the issue of product information not being shared adequately with the customers.

This was addressed by conducting training sessions on product knowledge to ensure sales staff have adequate knowledge of the products we offer. During 2012/13, 118 such programmes were conducted for 802 members of the sales team.

Customer Complaint Management

Our CRM process has been streamlined and developed in order to ensure speedy response to customer complaints. As a result, during the year under review, we were able to identify and record our customer complaints more methodically and provide appropriate solutions. Thereby, it plays a central role in problem solving as well.

During the year under review, Dimo received 896 (261 in FY 2011/12) customer complaints. Of those, 574 (128 in FY 2011/12) were resolved within the stipulated 3-day time frame. All other complaints were eventually solved in a satisfactory manner.

The Chart below indicates statistics on complaints.

Customer Inquiries

During the year we received a total of nearly 47,000 (30,000 in FY 2011/12) customer inquiries, of which about one-third were floor inquiries related - vehicle purchase, repair, usage and the like. Dimo takes swift action to handle inquiries through the sales team, branch network and through our website. The Dimo Group has the ability to attract new customers and attract repeat purchase in equal measure.

Customer Satisfaction

Measuring and monitoring customer satisfaction and adapting accordingly are both a science and an art at the Dimo Group. The art of it is deeply ingrained into our ethos and is one that has come down the generations in a process of continuous improvement.

The science of it was instituted nearly a decade ago, when in 2002, we decided to conduct ongoing customer satisfaction surveys and create an index for measurement and management. Results of our formal surveys are documented. They form the basis of the continuous improvement programmes, including training in every area from sales, to spares, and after sales services across all business segments. Important innovations and improvements stemming from this exercise are instituted in the training and induction agenda and employee literature.

The following table illustrates the distribution of our active customer base considering last financial year, and their satisfaction levels measured by a Customer Satisfaction Index (CSI).

Dimo has always sought to inculcate an appreciation of and empathy for community and the need to grow such vision even further, amongst the Dimo Tribe.

Significant financial resources as well as top management time and attention are devoted towards this end.

Understanding the needs of various customer groups and innovation are once again the keys to success.

For instance, we have developed a range of express services where, through the employment of special processes, we are able to complete these services within a guaranteed time frame.

Here are some other examples of initiative in this overall cause.

Mercedes-Benz Club of Sri Lanka

Now in its 23rd year, the Club, with a membership of over 120 is one of the oldest, most active and largest clubs of its kind in the country

During the year the Club conducted a classic car enthusiast forum, to advise and educate owners of classic cars on restoration and maintenance. Over 50 classic car owners participated in the event.

The Annual Mercedes-Benz Pageant is a much looked forward to event for members, their families and friends. This year we celebrated the 126th Anniversary of the Automobile at the pageant. A special Mercedes-Benz Motor show was held, with pre-World War era cars and all the current models being displayed at the event

The Mercedes-Benz Annual Golf Tournament 2012 was held on 9th June 2012 at the Victoria Golf Club in Kandy. The tournament attracted over 80 participants. Seven winners qualified for the regional tournament held in Australia, and one qualified for the world finals held in Germany.

As a CSR initiative the Club focused its attention on the Sandagala Special School in Kurunegala, where it undertook to construct a well, supply water and donate clothing, footwear and school items such as bags and stationery to students. Also, items of clothing were provided for teachers.

The Club also operates the Mercedes Benz Credit Card scheme through which a series of rewards are offered to current customers.

TATA Fleet Owners Club

With a membership of over 50 fleet owners, the Club provides certain privileges such as exclusive service offerings and special pricing schemes

Our Vehicle Inspection Campaign for TATA customers reached far across Sri Lanka. Free Vehicle Inspection Campaigns were conducted at Jaffna, Kuliyapitiya, Kurunegala, Mahava, Mahiyangana, Yakkala, Ja-Ela, Udawalawe and many other areas. These campaigns had a success rate of at least 50 vehicle inspections per campaign.

A Mega Vehicle Inspection Campaign was organised in Siyambalape and we were able to inspect more than 700 vehicles during the three campaign days.

Participants were able to get the latest news on the TATA brand, an updated handbook and have their problems solved by our technical experts.

The Company is also offering membership cards (Fleet Owner) which entitle them to a special discounting scheme in proportion to the vehicles in their fleet.

The Electricians' Club

This Club continues to be active. Formed by the Dimo Lighting Solutions Division, its main objectives are to educate members on energy saving methods and create better product awareness. Currently, it has over 750 members. The Club organises monthly customer awareness programmes which are conducted island-wide.

Dimo Bosch Power Tools

The Dimo Power Tools Division has consecutively celebrated the Sinhala and Tamil New Year with the woodworking community of Moratuwa for the 4th time this year.

Technicians who use our power tools in major cities around the country are provided free service campaigns for troubleshooting, training and solving their technical problems.

Dimo Power Tools provides customers with a response time not exceeding 48 hours with the slogan ‘Uninterrupted work at your site with Bosch’.

A special Tool Clinic for corporate customers, appointment of authorised Service Agents island- wide, implementation of 12 mobile service campaigns and 20 customer educational programmes countrywide were the key after sales care activities engaged in by the Dimo Bosch team.

A ‘Loan Tool’ scheme is also in operation to provide a backup tool to customers in situations requiring excessive repair time.