2007 Interactive Annual Report - Renault

structuring service
for Quality
Quality in sales and after-sales service is
a strategic priority expressed in Renault's
commitment to securing a place among the
top three in the field. Customer satisfaction at
each stage — booking of orders, delivery of
vehicles and after-sales service — is clearly
critical to loyalty, and this means that customers
must be able to count on the same quality
of service throughout the network. To achieve
that goal, Renault has defined homogeneous,
reproducible standards and procedures that
all dealers, agents and subsidiaries undertake
to abide by.
100
number of defective Parts delivered by suPPliers
100
75
100
75
50
75
50
25
50
25
0
25
0
0
-39%
-39%
-39%
2005 2007
2005 2007
2005 2007
A warm welcome is part of what service quality means –
a Renault dealership in Saint Avold, eastern France.
Progress gains momentum
more information at
www.renault.com
As regards service quality, the feedback
we have had from initial markets has
been positive, showing that we have
crossed a new threshold in this area.
number of incidents rePorted by customers in tHe first tHree
100
montHs on tHe road
-38%
100
75
-38%
100
75
-38%
50
75
50
25
50
25
0
25
0
2005 2007
0
2005 2007
2005 2007
number 100 of defects to be rePaired before veHicles leave tHe Plant
100
75
100
75
50
75
50
25
50
-84%
25
0
25
-84%
25
0
2005 -84% 2007
0
2005 2007
2005 2007
number of off-road incidents in tHe first year on tHe road
yann vincent,
Senior VP Quality
Has laguna acHieved its Quality
targets?
The new line has only been on the market
for a few months now, so it is too early
for definite assessments of customer
perceptions. But we are very pleased
with how well startup went. There are
three main reasons. First, continuing
the results achieved by its predecessor
at the end of its production life, New
Laguna immediately achieved the highest
standards of quality at the factory gate
Second, the results of test-drives adding
and wHat about tHe next
stage?
we are maintaining the momentum for
progress that began with Modus. Each
time a new product comes out, quality
indicators improve. So Laguna has
benefited from the progress achieved
with Modus, Clio III and Twingo. we must
pursue constant progress wherever we
operate. we know that future growth
will be generated outside Europe, which
means that we have to work even harder
on our capacity to take the specifics of
regional markets into account and offer
solutions that genuinely satisfy customer
expectations. And we have to enhance
the durability of our vehicles, since
100
100
75
100
75
50
75
50
25
50
25
0
25
0
2005
-35%
-35%
-35%
2007
up to millions of miles without problems
demonstrated New Laguna's reliability.
Third and last, the number of warranty
claims is lower than for Clio at the
same stage, which is very encouraging.
Clearly, Laguna is off to a good start.
cost of use is an increasingly important
consideration for buyers.
0
2005
2005 2007 Renault Annual Report
2007
2007
Efforts rEwardEd
47