> Workshop SERVICE DEPARTMENT   Ibrahim Sabbagh, Service Manager, Abu Dhabi Motors is a certified electrical engineer, and an ex-racing driver with a passion for motor sports and cars. Having worked under the BMW Group umbrella for over 20 years (South Africa and Abu Dhabi), he has acquired in-depth knowledge and expertise in areas such as engine development, gearbox, suspension and driver train technologies.. DRAMATIC IMPROVEMENT   The service department has experienced a 180° turn around in the last 18 months in terms of its overall performance. Abu Dhabi Motors have been ranked number one in customer satisfaction amongst BMW Group dealers in the Middle East. "We have experienced more than a 30% improvement in our customer satisfaction index over last year", said Arno Husselmann, General Manager, Abu Dhabi Motors. The following steps were taken to raise the standard of our work: Employees were assessed for competence and suitability after which tailor-made training programmers were implemented to bring out the best in every employee. Investments in specialized resources were made to increase efficiency and provide the highest quality of service to customers. The number of service advisor's was increased from four to ten to cope with the ever-increasing workload and give customer's the attention they deserve. A customer relation's department was introduced to resolve customer-issues and queries with out delay. Huge investments in capital equipment such as diagnostic computers, special tools, the latest wheel balancing and wheel alignment machines was made. A dedicated pre-delivery inspection facility was opened. A temporary workshop was opened in Al Ain to serve customers in the western region. A new and larger workshop is currently underway. Dramatic improvements at the service center in Umm Al-Nar are expected with more than 114 work bays and a state-of-the art "active reception" planned. The entire facility will be newly built from ground-level. Improvements and expansion of the training department. 2nd In World   The net results of our continued efforts was coming second in the world during the bi-annual "BMW International Service Technician competition" held in Germany earlier this year, said Husselmann. For five days the top technicians representing countries from all over the world gathered in Munich for testing and evaluations. Our success is synonymous with out philosophy of being the best. We have the knowledge, people and skills to provide sophisticated "International Standards" of quality repairs. 5 Years / 100000km Servicing Inclusive   All new BMW cars sold from Abu Dhabi Motors (excluding the 3-series), are supplied with a five years or 100,000 km service inclusive package. This service package leads to substantial reductions in costs, provides higher re-sale values for used cars, and ensures improved levels of customer satisfaction; Abu Dhabi Motors is the only BMW Importer in the UAE to offer the BMW Group Service Package which can be used by customers at any BMW dealer in the world. Our services are now as sophisticated as the cars we sell, said Husselmann. In addition, we offer a Gulf-wide warranty in the 3rd year with unlimited kilometers traveled on new BMW's sold as well as a three year free recovery service Affordable Servicing   To assist customers with lower servicing costs where the warranties no longer apply and the cars are older than five years, we have established a servicing section in our Mussafah bodyshop where parts and labor are offered at returned rates. This service has proved to be very popular and the growth has been remarkable. We will seize every opportunity that benefits our customers, added Husselmann. Our objectives are to continuously measure and improve our standards, systems and processes in order to offer the best service. We aim for the "Ultimate Service Standard" for the "Ultimate Driving Machines" and aim to retain our position as the no.1 service dealer in the Middle East, said Ibrahim Sabbagh, Service Manager, Abu Dhabi Motors.