From January 2016 until end of April 2016, I spent my second trainee placement at Scania-Bilar Sverige AB / Region Väst, which is a Scania dealer in West Sweden with the main office located in Gothenburg. The main office as well as the offices in Borås and Himle, which belong to Region West, are comprised of a sales office and a workshop. There is also an additional workshop without a sales office in Gothenburg.

Working at a dealer is often referred to as “working in the real world”. It is very different from working at the headquarters in Södertälje. When you work at the HQ, you can easily forget that the work is not done when the chassis rolls out of the production hall. A long process follows until the vehicle is finally delivered to the end customer. The hand-over to the end customer takes place at Scania dealers worldwide, thus, it is at the Scania dealers where Scania actually makes its money. Hence, it is of utmost importance, that every sales strategy and every marketing campaign, which is developed at the HQ in Södertälje, is being communicated all the way from the HQ to the respective distributor (Scania Sweden in this case) and from there to the dealers. So that even the workshop personal knows and understands our sales and marketing activities. It is at the workshops and sales offices that the end customers meet Scania. Thus, the way the customers are treated by the salesmen or met and assisted by the workshop personal has a huge impact on customer satisfaction and customer loyalty. In summary, what happens at a Scania dealer is decisive for Scania’s overall performance.


During my placement at the dealer, I worked on mainly three projects. The first project was an analysis of the delivery process. When an order is placed at a Scania dealer, it often takes three to six months until the new vehicle is handed over to the end customer. First, the chassis is produced in Södertälje. Then, it is often delivered to a bodybuilder, where for, instance, a crane is built on the chassis. Afterwards, the chassis comes to the Scania workshop and it is delivered to the end customer. My task was to identify the individual steps and the responsible employees throughout this process and to find issues and methods of improvement. This project enabled me to meet everybody who is involved in the delivery chain. I met with salesmen, the delivery coordinator, bodybuilders, and the employees at the customer reception desk and in the workshops. Two highlights during this project were my study visits at the bodybuilders JOAB and SKAB.

The second project was an analysis of the used vehicle process. When a customer buys a new Scania, he or she can simultaneously trade in his or her used truck. Scania-Bilar Region West has a used truck center in Himle. One of the problems is that the value of a used truck is assessed when the customer orders his or her new truck. However, the new truck is delivered several months later. And when the used truck is finally traded in for the new truck, the used one is often in a worse condition than it was when its value was assessed. Thus, my task was to find a solution for this problem, since this has an impact on the financial performance of the used truck business at Region West.


Finally, I got to work on the third project together with the trainee in Sales &Marketing, who spent her second trainee placement at Scania-Bilar Sverige AB / Region Syd (Region South Sweden). The dealer in this region had recently undergone a reorganization, whereas Region West continued to maintain the former organizational structure. Our task was to compare the two organizational structures and to analyze which one of the organizational models we would recommend to apply in the future.

To summarize, working at a Scania dealer was a very instructive and broadening experience. It helped me understand the daily struggles at a Scania dealer and the processes and routines that follow after the chassis leave the production hall in Södertälje. Therefore, I recommend all future trainees to take the opportunity and work at or at least visit a Scania dealer during the trainee program. It is definitely worth getting an insight into “the real world”.