APRIL 22, 2016 TE INE E O OTONE Porsche unveils …goautomedia.cdn.on.net/gan_premium/GoAutoNews... · Benders who had both ... built studio with curved walls for shooting videos

PremiumGoAutoNewsEDITION 3 APRIL 22, 2016 THE BUSINESS PAGES OF GOAUTONEWS

Porsche unveils Australian flagship stores

Factory stores get $20m facelift as Porsche retailers spend $45m to handle

doubled sales and service demand

Media storm on dealer NDAs a beat-upNon-disclosure agreements on goodwill are legal and necessary, says law firm

Hiroshima rewards Mazda AustraliaStaff get free parking, catered fine dining, a gallery of restored cars and spaces for quiet conversation

Q&A Akira MarumotoMazda's second-most senior officer talks exclusively with John Mellor

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NEXT PAGEPREV. PAGECONTENTSSUBSCRIBEWWW.PREMIUM.GOAUTO.COM.AUThe business pages of GoAutoNews 2

Hiroshima rewards Mazda Australia

Staff get free parking, catered fine dining, a gallery of restored cars

and spaces for quiet conversation

Page 3

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PUBLISHER: John Mellor

EDITOR: Neil Dowling

JOURNALISTS: Tim Nicholson, Daniel Gardner, Ron Hammerton, Ian Porter, Terry Martin, Byron Mathioudakis

PRODUCTION: Luc Britten, William Vicente

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EMAIL: [email protected]

Business buyers, SUVs hold market up

First quarter 2016 vs first quarter 2015

Porsche unveils Australian flagship

stores

Factory stores get $20m facelift as Porsche retailers spend $45m to handle

doubled sales and service demand

Page 6

Q&A Akira Marumoto

Mazda's second-most senior officer talks exclusively

with John Mellor

Page 9

Mazda lifts cap on dealer numbers

Two of six new dealerships join Mazda network taking branches to 134 nationally

Page 12

Media storm on dealer NDAs a beat-up

Non-disclosure agreements on goodwill are legal and necessary, says law firm

Fleet manager says branded third-party auctions are ‘a winner’

FleetPartners has set out to build its reputation for value at

dealer-only auctionsADVERTISE: Steve Butcher | Ph: 0419 562 110Email: [email protected]

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NEXT PAGEPREV. PAGECONTENTSSUBSCRIBE 3WWW.PREMIUM.GOAUTO.COM.AUThe business pages of GoAutoNews

By NEIL DOWLING with JOHN MELLOR

n MAZDA Australia has been rewarded by an appreciative head office for a world-best market share with a spectacular new head office that features a canteen with Peter Rowland cuisine, free parking for its 210 staff, a heritage car collection and even giant, sound-

absorbing chairs for quiet phone hook ups.

All this is contained within Mazda’s new multi-million dollar headquarters in Mulgrave – a fast-growing car hub Melbourne’s south-east – that has been ticked off by Mazda management in Hiroshima to celebrate Australian sales exceeding

10 per cent.Mazda Motor Corporation

(MMC) board member and number two officer in the company, Akira Marumoto, looked around him and joked to those at the opening ceremony: “Nice facility. Looks expensive! I think you need to accelerate your sales more!”

But he said the people at Mazda Australia had “earned this building and they deserve this building” by achieving a market share far beyond anything Mazda had achieved in any other developed market in the world.

In an exclusive interview with GoAutoNews Premium, Mr Marumoto referred to

now retired former managing director of Mazda Australia Malcolm Gough and present managing director Martin Benders who had both worked with MMC in Japan for many years to help MMC understand the initiatives that underwrote Australia’s market success.

Continued next page

Staff get free parking, catered fine dining, a gallery of restored cars and spaces for quiet conversation

Hiroshima rewards Mazda Australia





Continued from previous page“This building is the

reward really for such a great effort by Mr Gough and Mr Benders for their hard work,” he said.

Mr Marumoto said Mazda’s performance today was a far cry from when it sold just 88 three-wheeled vehicles in its first five years in Australia. Australia was the first country in the world outside Japan to

open a Mazda sales office. The new Australian

headquarters, which is leased from the developer, will open for business next month. The project involved a three-year process; two years to work out the requirements and a year to build.

Mr Benders said the building complements the investment by Mazda’s dealers who, in the five years from 2010, spent

$160 million establishing or renovating dealerships to attract customers and improve efficiencies.

He said the building was a reflection of “the optimism and confidence we have in the Mazda brand as a key player in the new and evolving automotive landscape in Australia”.

The site of the new office in Mulgrave, which is home

to a growing number of automotive brands, was chosen for its close proximity to the the present office in Mount Waverley.

The reception hall features a vast glass gallery and showroom which Mazda will use for displaying both current and heritage cars.

Mazda will be the only Australian-based, top-five car distributor with a fleet of

restored cars from its past and the new building includes a workshop exclusively devoted to a full-time restoration expert who is restoring cars in the company’s growing car collection.

Mr Benders said the heritage car gallery would be used in a variety of different ways and is a great tool to show Mazda’s history.

Continued next page





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Continued from previous page“Using the gallery for

displaying restored cars would be a permanent feature,” he said. “We have the space to house five or six restored cars and we see this as important to showing Mazda’s past.

“It also allows us to feature cars that we have restored in future launches, for advertising purposes and as general displays.

“For example, we would showcase the first MX-5 against the latest model for comparisons.”

Parking for all staff was also high on Mr Benders’ priorities. He said the new property features more than 200 car spaces for employees, compared with no onsite

staff parking available in the old premises. He said there were improved efficiencies in avoiding long searches for parking in surrounding streets and staff leaving the office to move cars on timed street parking areas.

There are now also 37 visitor parking spaces available, compared with just five at the old building.

The catering facilities were awarded to highly-regarded Melbourne caterer, Peter Rowland, after tenders were opened last year.

It gives staff top-tier food options which don’t require cash payments, one swipe of their security card and the cost of the food is deducted from the employee’s wages.

Staff also have access to giant conference chairs – designed to reduce the sound of their voices to other staff – for private mobile phone calls without leaving the office. These are used for one-on-one face-to-face discussions without the need to tie up conference rooms and other similarly designed chairs can seat up to six people.

The building includes an auditorium and a large purpose-built studio with curved walls for shooting videos and for the production of sales photography, which will bring this activity in-house.

The facility includes extensive workshops and training areas for apprentices and for on-going training of technicians.

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Factory stores get $20m facelift as Porsche retailers spend $45m to handle doubled sales and service demand

Porsche unveils Australian flagship stores

By JOHN MELLORn PORSCHE Cars Australia this week unveiled a $13 million dollar upgrade to its factory store and national headquarters in Victoria Parade Collingwood as well as a $7 million refurbishment of its factory store in Gardeners Road, Alexandria in Sydney’s south.

The combined factory investment of $20 million,

funded internally, is part of an investment program of $45 million by all Porsche dealers which started in 2012 and 2013 and was planned to manage a projected doubling of Porsche sales in Australia.

The Melbourne store, which has continued to operate during demolition and rebuilding work, is nearly double the size and involved demolition of four grain silos

which have towered over the dealership since it opened in 1997 but represented dead space.

Much of the $5 million extra spent in Melbourne was to cover the silo demolition costs in which the wrecker took it down piece by piece; dropping the removed masonry to the ground inside each silo. At one stage the former chief of Porsche AG

Wendelin Wiedeking wanted the silos to be turned into apartments but their only on-going role was to host a large Porsche sign.

The footprint from the silos was about 800 square metres which was added to the original showroom and the service workshop.

The dealership has gone from a 14-car showroom of 1154 square metres to a 23-

car showroom plus a customer delivery and handover area of 2019 square metres.

The workshop floorspace has increased by 60 per cent, the number of hoists in the workshop have been increased from 23 to 33 to cover repair orders which have more than doubled, going from 18 a day to almost 40 a day.

Continued next page





Continued from previous pageToday sales at Collingwood

are somewhere between 900 and 1000 new cars a year plus another 300-400 used cars which is close to the maximum number of vehicles management believes could be delivered from the new site.

Before the upgrade Collingwood was selling between 500-600 new cars and around 200 used cars.

Sales from South Sydney rose from 263 new and demo cars in 2013 to 587 cars last year.

The Collingwood location sells about 23 per cent of Porsche’s total national volume and Sydney South, sells close to 14 per cent. So the two factory dealerships account for in excess of 35 per cent of the total Porsche volume in Australia.

The dealership upgrades

across the Australian network followed the release in 2012 of a six-year business plan by Porsche AG that set out a wide range of KPIs. This included

a target to double sales from 95,000-100,000 units in 2012 to 200,000 units by 2018, while maintaining Porsche’s

close relationship with its owners, Volkswagen AG.

Globally last year Porsche exceeded the 2018 target, selling 220,000 units,

with Australia faring particularly well. In Australia, PCA barely sold 1000 units in 2009 and, in 2012, did 1373

units. Last year that had jumped

to 4000 Porsches sold. This represented growth of 55 per

cent in Australian sales in 2015 compared with a global increase in sales by Porsche AG of 17 per cent last year.

This sales increase was clearly off the back of the SUVs, Cayenne and Macan, added to the Porsche range, although 911 sales in Australia these days have risen to levels achieved before the global financial crisis.

Continued next page

Silo demolition added millions of dollars to the renovation cost. It freed up 800 square metres

In 2012 Porsche AG set out a wide range of targets including

doubling sales by 2018

See the gallery of Porsche’s new home in Melbourne and take a virtual stroll

around. CLICK HERE

Service reception



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Continued from previous pageNevertheless, SUV sales

account for 75 per cent of Porsche sales today and, of those SUVs, Macan accounts for 60 to 65 per cent.

Importantly, Porsche dealers are going to be progressively seeing more and more buyers through their showrooms and service departments as well as dealing with around half the customers who are new to the Porsche brand.

In an exclusive interview with GoAutoNews Premium, Porsche Cars Australia CEO and managing director Sam Curtis said that the investment in dealerships, both with facilities and staff, was well planned for the brand.

“We had that road map about what lay on the horizon and

we had to make sure that our dealers were ready,” he said.

“We sat with our dealers – we had 12 at the time – and ensured that each of them was ready

for increased sales volume – both from a facilities perspective with showroom and workshop but from a staffing resource point of view as well, be that sales people, technicians or administrative

staff. So there was pretty much a road map for each of the dealers. Some were more advanced than others.

“The commitment then was close to $45 million in what we saw was necessary for the dealer network.”NEXT WEEK: Watch for Sam Curtis’ complete and exclusive discussion with John Mellor

Sam Curtis

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n JOHN MELLOR: Where do you see growth for Mazda around the world? What market? What products?

Akira Marumoto: Firstly Mazda is not considering to win growth by large volume. For the coming three years, this year, next year and the year after we are planning to grow from 1.5 million (units a year) to 1.65 million units.

Which country (will

provide growth) will depend very much on the country’s economy. So we cannot really clearly state which country to forecast on but at the moment we think the best opportunity will be given in the US.

As for the product aspect we think our products such as CX-3, CX-5 and CX-9, the SUV range, are the products that give us the best opportunity (for growth).

JM: Are you satisfied with Mazda’s current product range and are there areas that you would like to expand into?

AM: Because Mazda is rather small we don’t have the strength to have a full range such as Toyota, but we are focusing on each of the individual products that we have to maximise sales, from the bottom of our hearts.

JM: Your target of 1.5

million to 1.65 million units in three years is modest by world standards. Are you happy with that level of sales? Is such a level of sales an advantage to Mazda or is it a disadvantage?

AM: Whether I am comfortable with this number for the next three years (is not the point) because 1.65 million is the maximum number based on the maximum number of

capacity Mazda has globally. We know that we need to grow further after the next three years. (But) to increase our volume will require a new production plant.

JM: Where would you build that?

AM: We are not really keen to expand (our plant locations) globally so I think it would be in Mexico or in Thailand.

Continued next page

Q&A Akira MarumotoAkira Marumoto is on the board of Mazda Motor Corporation and is the company’s second-most senior officer.

JOHN MELLOR secured this exclusive interview during Marumoto-san’s visit to Australia last week to officiate at the opening of Mazda Australia’s new headquarters.

INDUSTRY INTERVIEWS





Continued from previous pageJM: Which one is the most

likely?AM: It is difficult to make

a call. They both have good points that are quite similar. If we were to focus on the growth in the United States, then Mexico has an advantage.

JM: Can Mazda survive alone without a partner company? You partnered with Ford and probably don’t want to go back there again but are there alliances that you think Mazda should do in technology sharing and product sharing with other companies? Is that something you will really need

to do to survive because there is a lot of money to spend on technology in the future?

AM: There are many forms of how to do business cooperation but at this stage (in our development) a capital alliance like we did with Ford we don’t consider it is very effective.

So for technology and for products, also for a region, in order to have a business alliance we will need to do that individually - individual alliances for specific products and technology.

JM: Have you made progress in finding another partner for the supply of the

Mazda BT-50 when the Ford agreement finishes?

AM: Ah, big question in Australia. There is nothing that I can actually disclose at this time however we are progressing with our study. This is something that will be determined in the future but right now we can say nothing.

JM: Is there a deadline when Mazda will no longer get the BT-50 based on the Ford Ranger?

AM: That is also information that we have not been disclosing but it is not really set so close in the future; such as next year. We have time. There are many (potential) partners (for the

BT-50) and I consider Ford to be a candidate. Mazda will choose the partner for the BT-50 program.

GET THE FULL STORY ONLINE

n Mr Marumoto’s view on the immediate future of electric vehicles and fuel-cell cars

n Where Mazda Australia’s dealer relationship works best

n The difficulty in making change to dealers standards in the US

n Wholesale push tactics: “We don’t do that any more”

^ CLICK HERE TO CONTINUE

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Mercedes diesel blow to Volkswagen

Akira Marumoto talks to John Mellor



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PASSENGER -10,335

-8,653

-5,461

-153

-631

-672

-379

13,148

12,459

6,505

5,726

294

623

4,841

-3,313

7,364

225

565

7,654

809

80

SUV

LIGHT COMMERCIAL

HEAVY COMMERCIAL

TOTAL (excluding heavy commercials)

PRIVATE

PRIVATE

PRIVATE

PRIVATE

BUSINESS

BUSINESS

BUSINESS

BUSINESS

GOV’T

GOV’T

GOV’T

GOV’T

RENTAL

RENTAL

RENTAL

RENTAL SOURCE: VFACTS

15000100005000-5000 0-10000

Business buyers, SUVs hold market upBy JOHN MELLOR

n SUVs have confirmed where all the action in today’s new-vehicle market is taking place, while business buyers did the heavy lifting in the first quarter of 2016 compared with the same period in 2015.

Private buyers, who tend to generate the best margins, showed strong support for SUVs year-on-year as did business buyers (private buyers on perks) to put the SUV market for the three months more than 13,000 units ahead of the same time last year.

SUV growth came at the expense of passenger car sales, which are showing signs of continued softening as the closure of the three local car-makers - Ford, GM Holden and Toyota - draws closer.

Business buyers are still mostly supporting passengers cars year-on-year but are firmly underwriting sales in the SUV and light-commercial segments. In fact business buyers single-handedly accounted for the growth in the Australian market in the first quarter this year compared with last year.

First quarter 2016 vs first quarter 2015





Mazda lifts cap on dealer numbers

By NEIL DOWLINGnMAZDA Australia’s first expansion of dealers numbers since 2000 is proceeding apace with the first two of the planned six new dealerships already opened.

The first, in Caroline Springs

in Melbourne’s growing north west corridor, was open for business in December and the other, in Rockingham, south of Perth in Western Australia opened last month.

Another four will open this year at Hillcrest (Queensland),

South Morang (Victoria), Campbelltown (New South Wales) and North Adelaide (South Australia).

The expansion takes Mazda’s network from 128 to 134 and complements a combined dealer investment of $160

million on new or refurbished premises in the past five years.

Mazda Australia managing director Martin Benders said dealer numbers were deliberately capped from the year 2000 until last year.

“We made a decision in light

of increasing market share to stay with the dealer numbers as they took us to 120,000 a year in sales,” he said.

“Now we’re relieving some of that pressure on the dealers with an additional six dealers.”

Continued next page

Two of six new dealerships join Mazda network taking branches to 134 nationally

Caroline Springs





Continued from previous pageIn the past 15 years, sales

went from 25,000 a year to last year’s 114,024 vehicles.

“We have 130 dealers now and the additional four in 2016 puts us in a position where we’re comfortable,” said Mr Benders. “We can’t see any need, at this time, to

expand any further.”Mr Benders said that

Mazda Australia’s new head office, a significantly larger building that will be leased for a minimum of 10 years, had “caught up”, with the combined $160 million Mazda dealers have spent in dealership development and

renovation since 2010.Mr Benders said that in

addition to the new head office building, the company had upgraded other premises around Australia.

“We now have new car compounds built in Perth, Melbourne and Brisbane; and offices in Melbourne, Adelaide

and Sydney,” he said.He said the expansion of

dealerships and head-office facilities were complementary to new or revised dealer programs.

“We like to think that our dealers do a pretty good job and that’s evident by the recent JD Power survey,” said

Mr Benders.The JD Power 2015

Australian Customer Service Index Study showed Mazda was the second highest rating manufacturer with 813 points from a possible 820, finishing behind Honda with 816 points.

Continued next page

Caroline Springs





Continued from previous page“Now we have new

projects that we will roll out to streamline the dealership processes, including an upgrade of our Owner Communication Program that we started in 2001,” he said.

“This program, which maintains a relationship between the dealer and the customer, will be enhanced because over the past 15 years our dealers have become more professional and have engaged their own marketing companies.

“This has created a lot of overlap and double-handling. So it will be upgraded.”

Mr Benders said there were other programs within the company that will also be “tidied up so customers don’t get the run around” and don’t receive too much information from the dealer.

The drive to improve dealer practices with new programs and training follows on from a global initiative by Mazda.

Mazda in the United Kingdom, for example, has borrowed some initiatives from Australia and is soon to start dealer training and improve customer service techniques.

Mr Benders said: “There is an awareness in other markets of what we have achieved

with Mazda in Australia”.“Part of that is our culture

here and the fact that our dealers have been with us for a long time, instilling loyalty,” he said.

“We are very fortunate to

have our dealers fighting for us. It is very much a partnership in Australia so there is a strong relationship between the manufacturer and the dealers.

“In the case where dealer groups – like AHG or AP Eagers – have Mazda franchises, we

require that the dealer principal has equity in the business.

“If we look at the UK, there are a lot of dealer groups owning franchises without this form of equity by the dealer principal, so the relationship is different.”

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FleetPartners has set out to build its reputation for value at dealer-only auctions

Fleet manager says branded third-party auctions are ‘a winner’

By JOHN MELLORn ONE of Australia’s leading fleet and lease management companies, FleetPartners, is creating a strong brand for its vehicle disposals through leading auction houses as a way of driving up clearance rates and improving returns from its used-vehicle portfolio.

The company’s general manager of operations Tony

Willimas told GoAutoNews Premium that FleetPartners has deliberately set out to create a reputation with dealers for well-maintained, roadworthy, well-documented and quality stock and is linking that to hospitality and strong branding at exclusive events.

He said FleetPartners is finding that, by creating a Fleet Partners’ branded event in the

prestige lanes at Manheim and at Pickles auctions, it sells more cars under the hammer on the day to dealers, both in lanes and online, because buyers have become confident of the veracity of the stock they bid for at a FleetPartners event.

FleetPartners sales manager of remarketing Andrew Chapman said that in a 15-year

career at Manheim he “came to understand the power of selling to invited dealers in a closed network and how that strategy, well executed, can pay off in stock turn and more consistent returns”.

Mr Chapman said that FleetPartners was using the branded events to build relationships with buyers. It was attracting dealers by

giving them exclusive access to a strong cross-section of ex fleet vehicles straight to market. He said that rather than have dealers fighting for what can sometimes be a mixed bag of stock in a public auction the atmosphere of the exclusive dealer sales created a more professional and business-like environment.

Continued next page





Continued from previous pageMr Chapman said the first-

ever branded event was a mega-auction at Manheim Altona in Melbourne’s north-west where Manheim was an early investor in a premium dealer-only Gold Class lane which has helped to establish Altona as the premium auction site in Australia.

Branded auctions are also held in Perth, Sydney and Brisbane.

FleetPartners’ invites its preferred dealers (those who provide the company with its new cars) and target franchise dealers but the auctions are open to all licensed motor car traders.

“We invite dealer partners to a function the night before our auction where we all enjoy a drink and people get to know each other. The next day we sell the cars and the dealers buy the cars. It’s that simple.

“We use the prestige ‘gold class’ lanes that Manheim have built because we want people to feel they are buying in a comfortable environment where buyers are interacting more with each other.” Dealers get national access to the auctions through online bidding.

Mr Chapman said one of the main benefits of

running the auction under the FleetPartners’ brand is that clearance rates are very strong; indicating a keen support for the stock being offered.

He said that clearance rates at FleetPartners’ closed auctions have always been

more than 90 per cent.“There are few negotiations.

The vehicles are all pretty much sold under the hammer because the competition is strong for the high standard of

the cars we are offering.”Mr Chapman said the demand

comes from the provenance of buying an ex-Fleet Partners’ car because they are well-maintained, have full service books, are one owner and are ex-lease.

“Where we can we provide the service prints; usually on 95 per cent of the cars. The service prints are branded FleetPartners and dealers tell me

they are using those when they retail the cars.”

He said vehicles typically come with a fresh roadworthy certificate which gives dealers confidence in the cars. There

is less holding time on that car for the dealer. They can buy them and put them straight on to their yard.

“It does not have to go through the workshop and is available for sale from the day it arrives at the yard, Mr Chapman said. “It is a big advantage; particularly for dealers who have 60-day to 90-day stock policies.”

Mr Chapman said FleetPartners conducted similar branded auctions with Pickles last February.

“That was the first dealer-only auction for them. We got 179 cars sold from 179 entered,” he said.

* Manheim is a sponsor of GoAutoNews Premium

“There are few negotiations. The vehicles are all pretty much sold under the

hammer because the competition is strong for the high standard of

the cars we are offering.”





Non-disclosure agreements on goodwill are legal and necessary, says law firm

Media storm on dealer NDAs a beat-up

By JOHN MELLORnRECENT press reports accusing car dealers of acting illegally by trying to gag car owners by getting them to sign non-disclosure agreements (NDAs) when settling disputes were wide of the mark and just plain wrong, according to a prominent automotive law firm.

The articles - especially in

New South Wales - stated that car owners were being gagged by being forced to sign NDAs in order to get a settlement. The articles went as far to suggest that insisting on an NDA as part of the settlement could be illegal.

However, Evan Stents, a partner in the law firm HWL Ebsworth who specialise in

the automotive industry, told GoAutoNews Premium “it is perfectly legitimate to have a non disclosure agreement as part of a settlement where no finding of fact by a court has been made”.

“Dealers should not be afraid to sign people up to an NDA if they are giving a consumer some sort of benefit

by way of a settlement where nothing has been admitted.”

He said if a dealer has decided to honor some sort of claim, an out-of-warranty claim for example, because of his goodwill towards his customer and where no court made an order, he is entitled to say to the customer: ‘I will pay this to you provided you

don’t tell anyone about it’. Mr Stents said: “There is

nothing improper about doing that because the dealer is not making any admission of liability. As a matter of law it should not be inferred that someone who is making a goodwill compensatory gesture is complicit in wrongdoing.

Continued next page





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Continued from previous page“So, on that basis, you want

a non-disclosure agreement because you don’t want them telling the world that they made this claim and got payment; the inference being that they (dealers) were guilty and they should have paid.”

Mr Stents said that dealers were “very commercial and they value customer loyalty”.

“Brand protection is very important so dealers will bend over backwards to help their customers, often without the support of their factory, and in trying to do the right thing they don’t want to open up the floodgates in relation to these sorts of claims.

“If dealers are going to give a benefit in order the keep a customer happy, and there has been no admission of fault or finding of fault, they are perfectly entitled to ensure that is not for public consumption because people then draw all sorts of inferences.

“NDAs are a legitimate thing and are done in all commercial cases yet somehow dealers are criticised if they engage in that conduct (insisting on an NDA).

“Dealers should not feel intimidated by customers who claim they should not have to sign an NDA. It is all well and good saying they (claimants) don’t want to sign

an NDA when they have been given the benefit of getting a payment without having to go to court,” he said.

“The other point is that people don’t often realise that in the dealers’ agreements there will be a clause in there somewhere that they are not entitled to admit any claims without the authority of the car company. So dealers are probably contractually obliged not to admit anything anyway.

“The NDA would bundle all that in there that there is no admission,” he said.

^ GO ONLINE FOR THE FULL STATEMENT BY HWL EBSWORTH

Evan Stents




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APRIL 22, 2016 TE INE E O OTONE Porsche unveils …goautomedia.cdn.on.net/gan_premium/GoAutoNews... · Benders who had both ... built studio with curved walls for shooting videos