[Cartoday]
The ongoing goal of the RMI, which is celebrating its centenary this year, is to build an industry that is prosperous, highly skilled and fastidious about the quality of service to its customers, the organisation's chief executive, Jeff Osborne, said recently.
As a consumer, if you are looking to find a “genuine spare part, fix a dent buy or service a new or used car or motorbike, fill your tank, get a roadworthy certificate, replace your brake pads or tyres, tune a truck engine or rebuild an engine,” says Osborne, “chances are you’ll be going to an RMI-affiliated member.” In defining the organisations role, Osborne highlights three aims in order to reach the ultimate goal of consumer satisfaction. Firstly, the organisation aims to be the voice for its members in dealing with Government, OEMs (Original Equipment Manufacturers) as well as oil companies. Secondly, Osborne believes that the organisation operates as a consumer watchdog and thirdly, the RMI aims to be a self-regulating organisation. “We give the industry a voice, influencing legislation and regulation, as well as the policies and practices of big business and how they impact on the little guy. An efficient industry is ultimately to the benefit of the motorist/consumer,” he says. Osborne states however, that, “this industry does not have the best reputation,” and that the retail motoring industry has various problems and challenges, which have to be dealt with. “Addressing the skills shortage in the motor industry is a major focus of the RMI at the moment,” says Osborne, “exacerbating the shortage of manpower is the fact that there is greater complexity than ever before in motor servicing and repairs.” In 1995 there were 12 motor brands on our roads, by 2005 that had increased to 48. In other words, five years ago a motorist could choose from 200 models, however today he can select from 1 800 models. That variety, Osborne claims, is greater than most automotive markets in the world. Another issue facing the motor industry is that of grey, or inferior quality, imports, which the RMI vigorously counters on an ongoing basis. “Modern cars, despite their price, give a far better value proposition today than even five or ten years ago, says Osborne, “which is why OEMs are able to offer three-, four- and five-year guarantees.” Due to the quality and reliability of the modern vehicle, the maintenance costs over the life of the vehicle are considerably lower.So for the next one hundred years, what can we expect from the RMI on South African roads?Osborne states that RMI members set accreditation criteria for themselves through their various Association National Executive Committees, to ensure they have the right skills, the necessary tools and equipment to return these vehicles to their owners in pristine condition. This is to ensure that vehicles are repaired to the required standards. “The RMI also ensures quality service with the help from its 14 trade associations, including a development association,” says Osborne, “which is dedicated to bringing emerging automotive service providers into the formal economy.” This results in RMI members trading in a very competitive, sometimes overtraded market, which is more than ever challenged by dramatic change in technological advancement, legislative issues, skills shortages and quality issues to name a few.All members commit to specific code of conduct that assures general ethical practices, quality goods and services that are necessary by the supplier and recourse through a consumer complaints procedure should things go wrong. “The Code ensures that products and services are provided at fair and reasonable prices,” says Osborne, which, “Proudly, the resolution rate of consumer complaints is 96 per cent.”Osborne urged the South African motoring public to always look out for the RMI emblem in their member businesses to ensure constant motoring peace of mind!