A Guide to MOT Risk Reduction - The MOT...

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Saving lives, safer roads, cutting crime, protecting the environment A Guide to MOT Risk Reduction MOT

Transcript of A Guide to MOT Risk Reduction - The MOT...

Saving lives, safer roads, cutting crime, protecting the environment

A Guide to MOT Risk Reduction

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Contents

IntroductionManaging a Vehicle Testing StationQ1 Vehicle age (MAN)Final failure rate by year of first useFinal failure rate by mileageQ2 AE details (MAN)Q6 Test Fee discounting (MAN)Q8 Workload management (MAN)Q10 Scheme changes (MAN)Q11 Fallback and Emergency Testing (MAN)

Your VTSQ4 Smart card and VTS Device security (VTS)Q16 Workplace throughput (VTS)Q17 Workshop appearance (VTS)Q18 Workshop equipment and calibration (VTS)Q19 Garage hand tools (VTS)

EmployeesQ12 Staff retention (EMP)Q13 Incentives (EMP)Q14 Nominated Tester Quality Control systems (EMP)Q15 Staff training (EMP)Section 5 Authorised Examiner competency and integrity (EMP)Section 6 Nominated Tester competence and integrity (EMP)

CustomersQ5 Customer areasQ7 Notices and public informationQ9 Vehicle documents and handover

AppendicesAppendix 1: Basic booking-in systemAppendix 2: MOT Testing Guide and Inspection Manual amendment logAppendix 3: Staff meeting agendaAppendix 4: SN hard copy retention logAppendix 5: Fallback and ET document retention logAppendix 6: Equipment or site defect reportAppendix 7: Equipment calibration logAppendix 8: Cleaning rotaAppendix 9: Vehicle handover and customer feedback reportAppendix 10: Staff training logAppendix 11: VTS self assessment form

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Introduction

About this Guide

The Vehicle and Operator Services Agency (VOSA) has produced this Guide to provide an introduction to the running of a Vehicle Testing Station (VTS) regardless of its location, business size or what class of vehicles are tested.

The systems explained in this Guide are useful for Authorised Examiners (AEs), Nominated Testers (NTs) and all those who are responsible for providing support or assistance in the operation of a compliant VTS. This guidance will apply if you perform your own site assessments, contract out some of your management and quality control processes, or a combination of both.

VOSA periodically assesses every VTS to gauge its potential risk of non-compliance with the scheme requirements. This will involve an unannounced visit to your VTS by a site assessor who will look for evidence of systems and practices that will reduce the potential risk of non-compliance. This Guide gives some best practice advice on systems and how to evidence them. For more information on the scoring process please refer to the separate publication, Site Assessment Risk Scoring Guide.

New Authorised Examiners

If you are a new AE, you will find advice on how to devise, establish and monitor systems for reducing your risk of non compliance.

Established Authorised Examiners

If you are an established or experienced AE, you will be able to use this Guide as a benchmark to assess whether your current systems are sufficient or should be reviewed and improved.

Best practice

To ensure best practice, you will need to combine good quality work and assessments with supervision and effective management. The ultimate test will be whether or not the customer has been provided with the correct test outcome for the condition of their vehicle at a compliant VTS.

Maintenance of this Guide

VOSA reserves the right to modify the content of this Guide to reflect changes in scheme requirements and in light of experience and feedback. The definitive copy of this document is available online at www.businesslink.gov.uk/vtsselfassessment and will be updated as changes take place. If you prefer to use paper documents, you should ensure these are updated as soon as possible after the online version has changed.

Doing it your way

VOSA recognises that a VTS can be managed effectively and your site operated in a compliant manner, by using systems and methods different to the ones described within this Guide. However, if you use a different system, you must satisfy yourself and the site assessor that it is effective in assisting you to operate your VTS.

What this Guide contains

The appendices contain systems and documents with supporting text that may assist you to reduce your VTS risk of non-compliance. The different types of documents shown in the appendices are intended only as a guide and whilst they may suit the way some businesses are operated, they may not match all business requirements.

This Guide refers to written records, reports, planners and other documentation. As a general principle, computer records are acceptable provided that they contain the information described.

Getting it right

VOSA recognises that AEs will not get everything right all the time. However, we do want you to be vigilant and responsible. The penalties and consequences of non-compliance to you and/or your NT – and the general public – can range from the inconvenient to the very serious, and sometimes, to the catastrophic. This Guide has been produced to help you to identify and resolve any areas for concern in your management of your VTS.

Availability of this Guide and other site assessment related material

These are only available online at:

www.businesslink.gov.uk/vtsselfassessment

Using this Guide

This Guide is laid out in four sections, each covering the questions which come under the following general areas:

Area Abbreviation

Customer CUS

Employee EMP

Management MAN

Vehicle Testing Station VTS

This guide should be used in conjunction with:

u the Site Assessment Risk Scoring Guide,u MOT Testing Guide (6th Edition),u the relevant MOT Inspection Manuals, which

detail the methods of inspection and reasons for rejection used for MOT testing,

u the VTS Device User Guide, which forms Appendix 10 of the MOT Testing Guide (6th edition) and explains how to navigate the VTS Device,

u Special Notices (SNs) issued periodically by VOSA to inform NTs and AEs involved with MOT testing about changes to scheme requirements and to highlight areas of concern,

u any other relevant MOT documentation issued by VOSA.

Self assessment

AE representatives are advised to assess their own site against the criteria contained in the Site Assessment Risk Scoring Guide. Appendix 11 of this document contains an aide memoire that will enable you to assess your own site, score your findings and record what actions may be required as a result.

How to contact us

Siemens

The VOSA service desk (0845 071 1973) provides support to all MOT Computerisation users between the hours of 06:00 - 22:00, seven days a week.

All system users may use this service to record:

u incidents,u enquiries,u complaints about the service provided by Siemens,u Fallback tests,u emergency testing,u the loss of a smart card.

This facility provides:

u a single, central point of contact to receive and log all incidents and requests regarding Siemens equipment,

u incident routing and allocation to the appropriate support unit,

u provision of Fallback services to VTSs,u a complaints handling service.

Calls to this number are provided by BT and are charged at a local rate. Charges from other providers may vary. Your call may be monitored or recorded for lawful purposes or training.

Note: If you are unable to contact the VOSA Service Desk, you should contact the VOSA Contact Centre.

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VOSA contact centre

The VOSA Contact Centre (0300 123 9000) provides support between the hours of 07:30 – 18:00, Monday to Friday. All callers may use this service to record:

u enquiries regarding any of the schemes operated by VOSA,

u queries regarding the methods of inspection or reasons for rejection applied to vehicles under test,

u training course bookings,u complaints about the service provided by VOSA,u complaints regarding the quality or outcome of

a recent MOT test.

Calls to this number are provided by BT and are charged at a local rate. Charges from other providers may vary. Your call may be monitored or recorded for lawful purposes or training.

Useful web links

Link Description

www.businesslink.gov.uk/gettingstarted mottesting Covers the Requirements for Authorisation for a VTS or AE

www.vosa.gov.uk/vosalocationsandoffices Provides contact details for local VOSA offices

www.dft.gov.uk/vosa/vehicle-testing-manuals-and-guidesContains electronic copies of the MOT Testing Guide (6th edition) and inspection manuals

www.direct.gov.uk/yourmotcheck Enables users to check their MOT status and test history

www.businesslink.gov.uk/vtsselfassessment Provides MOT site assessment documents

u regularly review your VTS in relation to VOSA’s Site Assessment Risk Scoring Guide,

u implement changes that will prevent non-compliance,

u manage quality control frequency in relation to the vehicle age profile of your VTS,

u promptly address any compliance issues identified during your site assessment,

u keep your smart cards, passwords and the VTS Device secure,

u maintain clean and usable customer areas,u ensure that all public notices and

information signs are clearly visible, accurate and in good condition,

u actively manage all your workshop activities,

u implement a readily retrievable document system,

u use an effective vehicle handover process,u understand how and when scheme

changes will impact on your business,u ensure your staff understand and

implement scheme changes,

u ensure all relevant staff understand the Fallback and Emergency Testing (ET) procedures,

u actively retain experienced staff,u base staff incentive schemes on quality,u use a quality control system that delivers

an improvement in testing consistency,u document your staffs training requirements

and implement requirements,u clearly define work areas to enable

efficient working practices,u organise the layout of your tools,

equipment and consumables,u keep work areas clean, tidy and free

from hazards,u implement a systematic approach

to equipment maintenance, repair and calibration.

Remember, the site assessor will look for evidence of any systems or improvements made since the last visit.

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You can reduce your risk score if you:

Managing a Vehicle Testing Station

Introduction

AEs are, by law, fully responsible for ensuring that MOT testing at their VTSs is carried out to the required standard and in the manner instructed by VOSA. The site assessor will look for evidence that the VTS is well managed, maintained and operated and will assign the VTS with a risk score accordingly.

Q1 Vehicle age (MAN)

Older vehicles and those with higher mileages are more likely to develop faults. Graph 1 demonstrates the age related change in initial fail rates by year of first use and graph 2 demonstrates the mileage related change in initial fail rates for every 10,000 miles travelled.

The average age of the vehicles tested at your VTS is displayed on your MOT Scheme Performance Report, which is available via the VTS Device – see section 10.Q of the VTS Device User Guide for more information.

Statistically there is a greater risk of defects going undetected in an older or higher mileage vehicle. Although you cannot control the age of vehicles being presented, you can take steps to minimise the risk of defects being missed. How you go about this will depend on your particular operation, but you could consider:

u using your quality control check to re-examine recently tested vehicles (rather than observing your NT’s routine),

u increasing the frequency of quality control checks relative to the average age of thevehicle presented,

u ensure that you allow sufficient time in the test schedule to enable a thorough examination, including issuing therelevant documentation,

u encourage the sharing of product knowledge on specific defects between testers,

u keeping yourself and your staff up to date with changes in vehicle technology.

Final failure rate by year of first use

Final failure rate by mileage

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Graph 1

Graph 2

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Q2 AE details (MAN)

It is paramount that you ensure that the information contained on your Certificate of Authorisation is correct. This includes the VOSA Area Office details for use by customers for queries and complaints.

VOSA issues this certificate when an AE is authorised. It specifies the classes of vehicle that the AE can test at the named premises and must be publicly displayed on the designated MOT notice board at the VTS.

The Authorised Examiner’s Designated Manager (AEDM) or other responsible person can update some authorisation details, such as phone, fax, email and correspondence addresses directly via the VTS Device. Any other changes should be notified to your local VOSA Office. The AE or AEDM must confirm that the authorisation details are correct as requested via the VTS Device.

VOSA publishes these details online at www.data.gov.uk to help customers to find you and we update the details on a quarterly basis.

Actions to consider:

u Ensure that your business details are up- to-date.

u Inform VOSA immediately of any changes to the AEDM.u Respond to the update AE details prompt

sent annually via the VTS Device.

Q6 Test fee discounting (MAN)

The MOT test fee is not fixed but is limited to a maximum. This allows the AE to react to market forces. The fee is calculated based on the national average test time to conduct a test of that class.

If you offer discounts or other marketing initiatives there is a risk that this will have an impact on the MOT tests that you carry out. To help control this risk, you can conduct audits of test outcomes to provide evidence that you actively check and compare individual and site performance against national statistics.

It is important that your audit system is capable of demonstrating that no bias exists, particularly if you provide MOT services for traders or a car sales department linked to your business.

Actions to consider:u Audit recently tested vehicles to check there is no bias

Q8 Workload management (MAN)

As part of your authorisation for the MOT scheme, you must use a suitable booking-in system that enables customers to lawfully present vehicles without a current MOT certificate and those seeking to clear a Prohibition Notice, see the MOT Testing Guide (6th Edition) for further information.

You can provide a booking system for managing the workload at your VTS in a number of different ways, ranging from a simple diary or T-card system through to a computer-based system linked to the

workshop, staff and parts availability. Your system will depend on the characteristics of your VTS and the number of staff you employ.

An example of a basic booking system that meets the minimum requirements can be found at Appendix 1. The site assessor will ask to see records of a booking system dating back at least three months. Routine use of a customer booking system will also ensure that customer demand can be met and workshop efficiency improved.

By regularly reviewing the reports for your VTS and staff – such as the MOT Scheme Performance Report and the Garage Information Report – and comparing the data from these with other data available to you from the workshop planner and financial information, you can gain an accurate overview of the operation of your VTS.

This overview – together with the information from any additional internal or external monitoring systems – should enable you to:

u ensure that your bookings are achievable,u amend your opening hours to suit your

customers’ needs,u account for all tests conducted.

The ability to identify trends and take appropriate action prior to a visit from the site assessor will benefit the AE.

For specific information, please refer to section Q10 of the VTS Device User Guide.

Actions to consider:

u Request, review and act on the data contained in reports available via the VTS Device.u Ensure your current booking system complies with the minimum standards.u Ensure that the importance of maintaining a booking system is understood by staff.

Q10 Scheme changes (MAN)

The ability to demonstrate that your staff are aware of the current scheme requirements and where to find them is fundamental to reducing your risk score. To achieve this you must allow your staff sufficient time for training that includes changes to the scheme.

The AEDM must attend VOSA’s MOT Managers Course, which covers testing responsibilities, administrative arrangements, disciplinary and appeal processes. Site Managers (SMs) or other key staff can also attend a commercial version of this course.

SMs will need to demonstrate good general knowledge of the MOT scheme and an understanding of the practical implications for staff and for the operation of your VTS.

NTs must undergo mandatory refresher training every five years and VOSA sends three system alerts to remind them to attend.

You may instigate additional or more frequent training dependant on need. To make sure your staff are accessing up-to-date information, you should encourage them to use the VTS Devicewhen accessing MOT information. The electronic versions of the inspection manuals and the MOT Testing Guide (6th Edition) are updated automatically and are regarded as the definitive copy.

If you or your staff use paper copies of the Inspection Manuals and/or the MOT Testing Guide (6th Edition), these should be updated in line with the electronic copies so that mistakes are not made by acting on out of date information. To avoid mistakes, you should consider using the amendment table at Appendix 2 and ensure that this task is completed by one person, perhaps the QC or AEDM. All documents relating to the MOT scheme should be readily retrievable and any out of date information removed.

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VOSA also uses informal communications to raise awareness and improve understanding of changes to the scheme. The VOSA magazine Matters of Testing is issued to every active VTS in the country every four months. Matters of Testing contains up-to-date news and highlights current testing and policy issues. Testing staff are invited to write in to the editor with questions, suggestions or issues. If you experience any difficulty in receiving Matters of Testing, email the editor at [email protected] with your VTS contact details.

System messages are electronic notes sent through the VTS Device. VOSA and Siemens use the messaging facility on the VTS Device to send information to all users. The system also generates alert messages for a number of important events, such as advising an AE that their equipment needs to be calibrated by a certain date or advising an NT that mandatory training is due. For more information please see section 10Q of the VTS Device User Guide.

If staff meetings, bulletins or notice boards are a part of your business you can use these to highlight any scheme changes.

Actions to consider:

u Keep copies of all documentation issued in Fallback or ET in a single location.u Consider the training needs of key staff.u Encourage the use of electronic reference documents to ensure access to up to date information.u Provide staff with access to VOSA’s informal publication, Matters of Testing.u Allow time for staff to familiarise themselves with any changes before the implementation date.u Action any alert messages quickly.

Q11 Fallback and Emergency Testing (MAN)

Both Fallback and Emergency Testing (ET) are well documented in section N of the MOT Testing Guide (6th edition). However, having a clear understanding of the procedures before you need to use them will benefit your VTS. In both cases it is important that any documentation issued is kept and filed correctly in order to protect you, your NT and the public if there is a query against the test.

You and your staff must have an understanding of both Fallback and ET processes, particularly their differences, and the correct use of incident numbers issued by Siemens. Sufficient copies of the Fallback and ET documents must be readily accessible to NTs. Following an ET incident, order a preparation report and ensure that the log reconciles with it, see section 10.Q of the VTS Device User Guide for more information. A copy of the ET log must be returned to the local VOSA Area Office within 14 working days of catch up being carried out. Copies of any documentation issued during either Fallback or ET should be kept and filed. To assist you with this process, Appendix 5 contains an index sheet which can be used to form the front cover of a single, easily-accessible file for both incident types and will act as a reminder of the correct process.

Actions to consider:

u Understand the differences between Fallback and ET.u Ensure you have sufficient paper documents to cover you during a Fallback or ET event.u Keep copies of any documents issued during Fallback and ET in a single, easy-to-access filing system.u Ensure that all appropriate staff have access to the documents.u Return ET logs within 14 working days.

Key information points:

A good management system supports an efficient garage operation.

Adopt a system that works for you.

The MOT scheme requires an appointment system as part of your authorisation – MOT Testing Guide (6th Edition) ref B5.3.

Use of the EmergencyTesting/Fallback index sheet.

Manage the frequency and type of quality control checks in relation to your VTS’s vehicle age profile.

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Your VTS

Introduction

The AE’s signature on the VT01 (section 8) acknowledges that all statutory testing must be carried out at the premises shown on the authorisation certificate, using only the equipment and facilities specified and without avoidable distraction or interruption. Your VTS is a window on your business and should be operated efficiently and effectively in order to maximise your earning potential. The site assessor will evaluate the operation of your VTS as part of the site assessment.

Q4 Smart card and VTS Device security (VTS)

Smart cards remain the property of the named individual at all times. Managing smart cards and VTS Device security in accordance with MOT Scheme requirements will not only lower your risk score, but also safeguard your business against costly delays caused by the loss of your smart card or VTS Device and the subsequent investigation. Remember, a breach in security leading to the improper issue of a test certificate or unauthorised access to the MOT system is a serious issue.

Best practice is to keep your smart card, and password safe, as you would your bank card andpassword. Actively encourage your staff to do the

same and keep any spare smart card secure on the premises.

Use of the spare smart card is logged by the system and appears on your MOT Scheme Performance Report. AEs are advised to investigate any use of the spare smart card, particularly where a pattern or persistent use is reported. AEs should also be alert to staff leaving smart cards unattended, particularly in public areas.

Actions to consider:u Remind staff of their responsibilities.u Regularly check compliance with all smart

card and VTS Device security requirements.u Regularly use your MOT Scheme

Performance Report to monitor spare smart card usage and investigate any issues.

Q16 Workplace throughput (VTS)

You can identify test volumes, either by NT or by VTS, from your MOT Scheme Performance Report (see section 10.Q). Take time to look at your workshop and the current layout, not just in terms of the MOT scheme, and check that it supports you current business needs.

Is there anything you can do to improve/increase the work flow and thus your potential for profit? Consider ‘no parking’ areas, defining individual test bays or walk ways, the storage of consumables and tools.

The site assessor will want to see evidence that the workplace throughput is consistent with the level recorded on the MOT Scheme Performance Report.

Actions to consider:

u Encourage working practices that improve throughput.

u Does the location of the MOT test bay mean that vehicles are continually passing through the bay to gain access to other

areas of the workshop? u Do staff or customers have to walk

through the MOT test bay to gain access to other parts of the building?

u Do vehicles regularly block the MOT test bay door?

u Does the layout of the equipment assists with the efficient operation for your VTS?

Key information point:

Remember to apply for permission from VOSA before making any changes to your MOT test facilities.

Q17 Workshop appearance (VTS)

The VTS should contain a safe and efficient environment for the testing, repair and manoeuvring of vehicles which will require regular time investment.

Establish procedures to ensure that any problems are easily identified, managed and resolved as quickly as possible. Keep a record of any problems with the VTS and the steps taken to rectify them. Appendix 6 provides an example form which may be particularly useful for AEs leasing their premises from a landlord.

Store your equipment and tools safely, so that work can be carried out efficiently, without distraction or disruption particularly where the MOT test is concerned. Make sure that information and safety signage – particularly around the public areas – is clear, accurate, visible and easily read. The storage of consumables, spare parts, waste and recyclables should not interfere with the operation of the workshop.

Remember if you operate a VTS that offers ‘on demand’ MOT testing, you must keep available all testing equipment and facilities, solely for such testing during stated testing hours.

Actions to consider

u Whether, as a customer, you would want leave your vehicle at this garage?

u What the appearance of your workshop says to the customer about your business?u Identify and resolve any problems with

the infrastructure.u Improve the working environment to reduce

the risk of distraction or disruption of a test in progress.

u Is there a better way/place to store tools and materials?

u What is the condition of your safety and information signage, particularly that mandated by the MOT scheme?

u Is there a business benefit in offering tests by appointment only?

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Q18 Workshop equipment and calibration (VTS)

The MOT scheme requires that all testing equipment must be kept in good working order and measuring apparatus must be kept calibrated in accordance with VOSA’s requirements. Any breakdowns should be reported to your local VOSA Office.

A best practice suggestion is to keep records of all your equipment maintenance and calibration dates displayed on a wall planner close to the VTS Device. You may also find the Equipment Defect Report at Appendix 6 useful.

Actions to consider:

u Identify calibration dates for all tools on a wall planner that is visible to all staff.

u Set up a defect reporting system for all workshop equipment.

u Identify a single location, visible to all, where the MOT test tools can be kept whennot in use.

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Q19 Garage hand tools (VTS)

The Requirements for Authorisation Common to all Classes states that you must keep all miscellaneous equipment associated with the MOT test in good working order and that that equipment must be laid out so that testing can be performed effectively.

The site assessor will look for evidence that:u hand tools are stored in good condition and

are readily available – particularly where MOT testing is concerned.

u equipment is located so that other garage activities will not affect the proper conduct of the test.

Some VTS prefer to use a shadow-board, the location of which will depend on whether you use a pit or lift for your underside inspection.

You may find the Defect Report at Appendix 6 useful for tracking any defects reported and repairs carried out.

Actions to consider:

u Are hand tools easily located and in best place for the job?u Does access to tools interfere with MOT testing?u Are your tools maintained in good working

condition?u How do you identify defective tools?

Key information points:

Use a simple process to report defects with the VTS or equipment;

Every AE must, at all times, properly maintain the premises, facilities and testing equipment at all VTSs for which he is responsible (MOT Testing Guide (6th Edition) Section B).

Employees

Introduction

Well trained, knowledgeable and experienced staff are an important asset to any business. The MOT scheme specifies mandatory roles, including Nominated Tester (NT), Quality Control (QC) and Site Manager (SM). The Authorised Examiner (AE) is responsible for all staff and it is important that they are capable of fulfilling their role. Site assessors will gauge the knowledge of both the NT and AE representative as part of the site assessment.

Q12 Staff retention (EMP)

Good staff retention means that staff spend less time on training, have greater familiarity with the needs of your customers and a better understanding of your business. The more frequently a VTS has to go through a change of staff, the less productive it will be and exposure to risk increases.

The MOT Scheme Performance Report shows changes to role holders within the scheme at a VTS. When hiring new staff, AEs can request access to a potential employee’s MOT disciplinary history record, by asking them to access the User Personnel Information Report screen via the VTS Device, please refer to the VTS Device User Guide for more information. This will provide you with key data, including average test time, SN history, employment, training history and any formal disciplinary actions for that individual. You could also produce a plan that introduces new staff to all the essential areas of your business.

Actions to consider:

u Ask to review applicants’ disciplinary history before employing them.u Produce a plan for introducing new staff into your workplace.u Regularly use the MOT Scheme Performance Report.

Q13 Incentives (EMP)

AEs are advised to use the MOT test reports and the VTS test log to ensure that any anomalies in staff statistics are not a direct result of bonus or incentive schemes.

VOSA has found that staff who are recruited and retained with pay schemes linked to MOT throughput are more likely to take chances with their approval to test and consequently with your authorisation. Instead, you might link reward-related pay to positive customer feedback – a sample feedback form has been provided at Appendix 9.

Actions to consider:

u If incentives are part of your business link them to quality as opposed to quantity.

u Use the Scheme Performance Report to identify any anomalies in test statistics between individual staff and between staff and the national average.

Q14 Nominated Tester Quality Control systems (EMP)

AEs are required to implement a quality control system at each of their VTSs where there is more than one NT in a test group. The minimum system requirements are specified in the MOT Testing Guide (6th edition), section B6.

Quality Controllers (QCs) are normally experienced NTs holding a responsible role within the MOT scheme, such as AEDM or SM. However, it may be more appropriate to select an NT with active involvement in regular testing. An appointed QC may conduct checks at more than one VTS, provided they are registered as an active NT at each of those VTSs. Alternatively, an independent QC may be subcontracted to work on this basis.

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As a minimum, the quality control check must cover:

u the MOT test,u the routine and use of equipment,u the standards applied,u the documentation issued.

Quality control checks may be conducted either by closely observing the complete test, or by a complete re-examination of the tested vehicle.

Which method is used will depend on what is being checked e.g. the use of correct methods or the application of correct standards. For example, if you have received customer feedback or data from MOT reports which raises concerns regarding a NT’s routine, or use of a piece of equipment then observing a complete test would be appropriate. However, if you notice a trend of abnormal failure rates on a particular component, then re-examining a recently tested vehicle may be more appropriate.

Once completed, a quality control check must be discussed with the NT and then recorded on the VTS Device, along with any comments and corrective action to be taken. Any action taken will be dependant on the outcome, but may range from an informal one to one to discuss the test, through to a formal meeting/training session with all the NTs.

If more serious shortcomings – such as the incorrect application of standards – are identified, or repeated lapses are identified, it may be appropriate to send your staff for retraining, perhaps suspending them from MOT testing to lower your risk.

Any action taken should be documented, either via the VTS Device quality control function, or manually as evidence of a proactive training system. Remember in order to complete a quality control check it must be acknowledged by NTs via the VTS Device, failure to do this will result in the system filing a ‘missed quality control check record’.

AEs must monitor this through their MOT Scheme Performance Report. Any missing checks should be discussed with the QC. The site assessor will be looking for documented evidence of such discussions and the reasons given.

NTs should be encouraged to compare their own performance with national averages. QCs can monitor their own performance, as well as that of

any NT under their authorisation, by using the MOT Scheme Performance Report.Although not all NTs will be able to match the national averages, it is important to identify and manage the reasons for any differences. AEs with multiple testers will find it useful to compare the data of all NTs under their management to identify any significant variations. For example, if it is a policy at your VTS that each NT takes it in turn to test, without any pre-selection, then it is reasonable to assume that performance figures across a sample of tests for each tester would be similar. But if the results show a wide variation in failure rate, number of defects found or categories of defect, it may be worth using the quality control process to investigate further, if only to satisfy yourself that there is no underlying problem. Again, any findings should be documented for the record.

You can improve your risk score by adopting quality control processes and procedures over and above the minimum standards described in the MOT Testing Guide (6th Edition). Dependant on your VTS average vehicle age and test volumes you could amend the QC frequency and type. If your VTS is covered by a single NT, you might use an independent QC to perform checks. AEDMs should hold regular meetings with NTs to discuss SNs, Matters of Testing articles, VOSA DVDs or other training matters.

The quality control system does not have to be limited to the MOT scheme and its processes. AEs can use these procedures to review other areas of their business, either by using an external contractor to carry out audits or by adopting their own systems to oversee staff.

Whichever system you employ for the MOT scheme it must be fully documented to show evidence of the system at work, including any failings identified and remedial action taken. This will have an affect on the risk score resulting from your site assessment.

Actions to consider:

u Amend the frequency of a quality control check in relation to vehicle age and/or

test volumes.u What type of quality control check is most

appropriate to your VTS?u Link the type of quality control check to

findings in your MOT Scheme Performance Report for individual NTs.

u Extend quality control checks to other areas of your business.u Use the quality control enquiry screen.

Q15 Staff training (EMP)

Staff management and training starts from the moment they are employed. Your staff are your most important business asset and their training is a key consideration when hiring new employees, particularly for VOSA-approved roles such as Authorised Examiner Designated Manager, Site Manager or Nominated Tester.

A member of staff can hold many different roles within the scheme. AEDMs must be trained byVOSA, and have a good understanding of the MOT testing scheme requirements. SMs must have a good general knowledge of the MOT testing scheme and be capable of operating your VTS on a day to day basis. NTs are fundamental to the quality of work completed and must therefore have a good knowledge of the test routine and standards for all the vehicle types they are authorised to test.

It is good practice to keep a record of any training provided to your staff, whether formal or informal.

The Automotive Technician Accreditation (ATA) regularly assesses a registered individual’s skills and requires that they are signed up to the ATA code of practice. VOSA gives comparable weighting to ATA accreditation as formal qualifications when assessing the suitability of an applicant NT. More information can be found at www.automotivetechnician.org.uk

AEs should always ask to see a copy of a prospective NT’s training history before agreeing to employ them. A User Personnel Information Report can be produced from the VTS Device by the NT at your request (see section 10.Q1 of the VTS Device User Guide for more details).

Actions to consider:

u Individual training plans for your staff.u Implementing a continual assessment

process including ATA.u Formalising skills that are essential for the

MOT scheme.

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Section 5 Authorised Examiner competency and integrity (EMP)

The AE or the Designated Manager (DM) must be able to apply their knowledge, skills and experience to support, manage and develop MOT testing at the VTS. There are reports available, via the VTS Device, to assist with the identification of issues at your VTS; more information on generating reports can be found in the VTS Device User Guide, section 10.Q.

The site assessor will look for evidence of:

u a thorough knowledge of the MOT schemerequirements,

u staff and resource management skills demonstrated through the performance and systems operated in the VTS,

u improvements to the operation of the VTSbrought about by the AEDM’s knowledge and experience,

u a high level of awareness and understanding of the practical implications of changes to the MOT scheme.

Section 6 Nominated Tester competence and integrity (EMP)

An NT is both the biggest asset and potentially the biggest risk to any authorisation. The AE should provide all reasonable support to this key role. The NT must be able to apply suitable knowledge, skills and experience in the consistent application of MOT test criteria. NTs can generate reports on their recent performance via the VTS Device. QCscan request reports on themselves and any NT for whom they are responsible. AEDMs can request reports on all NTs under their management. More information on generating reports can be found in the VTS Device User Guide, section 10.Q.

The site assessor will look for evidence of:

u ongoing training and development to improve technical and professional knowledge,

u the amount of disciplinary action,u a high level of awareness of the current

issues affecting the MOT scheme,u improvements to the NTs testing knowledge

and skills as a result of regular, documented quality control checks.

Key information points:

Ensure that all NTs attend the mandatory refresher training in good time.

Ensure that new NTs are familiar with your testing operation before they conduct a test.

When recruiting existing NTs, consider any previous disciplinary history they may hold (please note that a refusal does not implicate the candidate).

Customers

Introduction

Part of VOSA’s remit in managing the MOT Scheme is to ensure that the customer receives consistency when visiting a VTS. VOSA will assess the processes and management you use to keep customers fully informed about the condition of their vehicle and ensure that the test outcome is correct. Additionally the customer facilities will be checked as part of our visit.

Q5 Customer areas

The VTS must provide a suitable environment for customers to visit, wait and view a test. The site assessor will ensure that the minimum requirements, contained in the Requirements for Authorisation, are complied with. However, any additional investment or improvements beyond the minimum standard together with evidence of maintenance and repairs will reduce your risk score.

Actions to consider:

u Whether you would want to use your waiting room or viewing facility as it is currently presented?

Q7 Notices and public information

The display of VOSA’s mandatory posters and signs are covered in section H of the MOT Testing Guide. Other public information used by your business, including direction and safety signage, should be accurate, up to date and clearly displayed. Checks should include the external business name signs that help customers to easily find you. Some business types may also have a requirement to comply with the Business Names Act. Visit www.companieshouse.gov.uk for more information. You can use the self assessment form at Appendix 11 to assist you.

The site assessor will look for evidence of:

u up to date mandatory information clearly displayed on the MOT notice boards,

u clearly displayed customer leaflets,u a documented complaints procedure that

includes evidence of follow up action.

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Q9 Vehicle documents and Handover

The AE must retain copies of all MOT Certificates issued during Fallback and ET in accordance with section H5 of the MOT Testing Guide (6th Edition). However, it is good practice to ensure that all documentation is retained in a readily retrievable manner. This will assist you and your staff to operate your VTS efficiently and also deal with an unannounced site assessment.

When dealing with your customers, it is good practice to retain all documentation relating to that vehicle together in one place. Whilst this will be dependant on the work completed it may include MOT documentation, diagnostic reports, wheel alignment printouts and an invoice. You can use Appendix 9 that links this process with obtaining customer feedback.

The site assessor will look for evidence of:

u use of a specific document system,u evidence of a comprehensive handover

process,u documents retained in a single readily

retrievable location,u emissions printouts that cross match with

retained documents,u a professional and structured process for the

receipt, care and return of vehicles.

Key information points:

Clearly display all mandatory signage.

Ensure the viewing and waiting areas areclean and tidy.

Have an effective hand over system that is understood by all relevant staff.

Ensure that all business information is up to date.

Appendices Using the appendices

The appendices contain documents to assist the AE to meet the minimum systems required by the site assessment. These documents will usually require tailoring to suit individual business needs & may be altered to include business contact details or other relevant information. They are not mandatory and should be used to supplement any existing systems that the AE may be operating.

It is suggested that all MOT scheme documentation is kept within a readily retrievable system; this will assist you to run an efficient VTS and may also reduce the amount of time that a VOSA site assessor will be on VTS.

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Appendix 1: Basic booking-in system

Appendix 2: MOT Testing Guide and Inspection Manual amendment log

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Appendix 3: Staff meeting agenda

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Appendix 4: SN hard copy retention log

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Fall Back and Emergency Testing Record Index

Page of Version 1.0 Issued April 11

Section Documents to Retain Retention Period (mths)

1. SAT SAT VT20 Until service is resumed

SAT VT30 Until service is resumed

SAT VT32 Until service is resumed

SAT VT40 Until service is resumed

2. Fallback Fallback VT32 3

Fallback VT40 (VT40M) 3

3. ET ET VT20 18

ET VT30 3

ET VT32 3

ET VT40 3

Notes:1. Emergency Testing log and VT20ET must be retained for 18 months. 2. A month is defined as a calendar month from the date the result was entered. 3. Emissions printouts from all test results, including all BET tests, must include all relevant

vehicle details and be retained in a readily retrievable manner for three months. 4. A copy of the ET log must be returned to the local VOSA office within fourteen working

days of catch up.

Appendix 5: Fallback and ET document retention log

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Defect Report

Equipment or Site Defect Report V0.c.doc

1. Details (e.g. equipment make and model, location or bay number)

2. Defect Description (include impact e.g. unable to conduct MOT tests)

VOSA Notified? (only applies to MOT test bay and equipment (* Delete as applicable) *Yes

*No

Reported by Reported to Name Position Name Position Date

3. Repair Description (Note: if equipment was recalibrated amend the record on the VTS Device)

Completed by Acknowledged by Name Position Name Position Date

___________________________________________________________________

Defect Report 1. Details (e.g. equipment make and model, location or bay number)

2. Defect Description (include impact e.g. unable to conduct MOT tests)

VOSA Notified? (only applies to MOT test bay and equipment (* Delete as applicable) *Yes

*No

Reported by Reported to Name Position Name Position Date

3. Repair Description (Note: if equipment was recalibrated amend the record on the VTS Device)

Completed by Acknowledged by Name Position Name Position Date

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Appendix 6: Equipment or site defect report

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Appendix 7: Equipment calibration log

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Appendix 8: Cleaning rota

ADD YOUR COMPANY LOGO HERE

ADD YOUR COMPANY DETAILS HERE

Date of Visit

Vehicle Registration Mark

Documents Issued (Completed by the VTS)

Document Title if issued MOT Test Certificate VT20 (W) Refusal of an MOT Test Certificate VT30 (W) MOT Advisory Notice VT32 Emissions Print Out Invoice/ReceiptWheel Alignment Printout Diagnostic Report

Other (please specify)

Other (please specify)

Other (please specify)

Other (please specify)

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Customer Feedback Request

Please take a few moments to provide feedback on your experience to assist us improve our customer service by rating your level of agreement (using as strongly agree and as strongly disagree) with the following statements.

Statement Rating

Arranging an appointment was easy 1 2 3 4 5

The customer facilities were clean and tidy 1 2 3 4 5

Finding the garage was easy 1 2 3 4 5

The staff were friendly and polite 1 2 3 4 5

I was fully informed before additional work was conducted (if applicable) 1 2 3 4 5

The work requested was completed to my satisfaction 1 2 3 4 5

I would use this garage in the future 1 2 3 4 5

I would recommend this garage to my friends and colleagues 1 2 3 4 5

Other comments that may assist us to improve our customer service

Once completed please hand this form back to reception. Thank you for your custom and we hope to see you again.

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Appendix 9: Vehicle Handover and customer feedback report

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Appendix 10: Staff training log

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Appendix 11: VTS self assessment form

Note: Please refer to the Site Assessment Risk Scoring Guide for guidance on how to use this form

Visit our websites:

for commercial customerswww.businesslink.gov.uk/transport

for private motoristswww.direct.gov.uk

for corporate informationwww.dft.gov.uk/vosa

Contact us:

[email protected]

National Number0300 123 9000*

Monday to Friday, 0730 - 1800 hours

VOSA/MOTCOMP/2192

*Calls provided by BT are charged at a low rate. Charges from other providers may vary.