308 RC Z - Peugeot

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NEW BUILDINGSTRONG FUTURE FORPEUGEOTMOTORS SABRANDPeugeot has always been one of Africa’sfavourite brands and this trend is set tobe maintained, as the company continuesto invest heavily in its infrastructure, as wellas in its responsibility as a corporate citizenin South Africa.2007 was a superb year for us, as the 207model became the top selling vehicle inEurope, further establishing our reputationfor quality, reliability and a dynamic modelrange. In SA, there were also some extremelypositive signs as new models were addedand as our organisation repositioned itselfin line with the worldwide strategy, namely“CAP 2010”. This strategy strongly focuseson Customer satisfaction (C), Accelerationof necessary actions (A) and a wave of newProducts (P) for all of the global markets.PSA’s global sales rose by 3.8% last year,contributing to a 7.1% increase in turnover,outperforming many competitors who feltthe pinch of a changing global market. Muchof this is as a result of growth in emergingmarkets and this new focus on areas suchas Southern Africa has led to the companymaking further commitments to enhancingits status here.Aside from the visibility of thousands of newPeugeot models gracing our roads, one othermajor sign that the company is committed toensuring it has a strong future in the country,is the new Peugeot Motors South Africa(PMSA) head office on the side of the N3 atLinbro Park in Johannesburg.In addition to the new head office, PMSAalso continually makes improvements totheir established Customer Care Centre thatguarantees a clear path of communicationbetween customers, Peugeot and itsdealer network.The opening of the new offices and partswarehouse heralds a new era for the brand.The new facility is extremely impressive asthe proud Lion symbol looks out overthe flow of traffic below. Covering some21 525 m 2 , it houses not just the companystaff, but equally importantly, it is home toan 8 010 m 2 parts distribution and storagefacility that is already drastically reducing thewaiting time for parts and further adds to thecompany’s continued commitment to settinga new standard in customer service. In fact,the parts supply rate is now just over 95%, afigure in line with international standards.Our new home not only provides parts,introduces new models to and providestechnical expertise for, over 30 dealershipsaround Southern Africa, including Swaziland,Botswana and Namibia, but also houses aninternationally accredited, state-of-the-artTraining Centre to meet the skills needswithin these dealerships.PMSA’s investment in its products and itsfuture, are certainly making many peoplesit up and take notice. This year has alreadyseen the introduction to the market of thenew 308, the first of the “8”line-up and the successor tothe popular 307. The 308 waslaunched with great acclaimto international markets, andwith its class-leading emissions,low fuel consumption, everydaypracticality and great handling,it will undoubtedly be aresounding success.As PMSA’s Managing Director,Kees Jan Boorsma recentlystated: “We know exactlywhere we are going and howwe are going to get there.”8 9 PEUGEOTCLUB
New after sales promise is OURreliability PACT WITH YOUPACTPeugeot Motors South Africa is entering intoa new after sales PACT with customers.Spell it out and PACT is a public promiseof Professionalism, Availability, Conformityand Transparency.The innovative after sales deal is designed todrive Peugeot up the customer satisfactionrankings and deliver a level of service that’scomparable to the best in the business.In the coming weeks, Peugeot after salesand service customers will see the first signsof change – quite literally. Large posters willbe positioned in all dealership receptionareas outlining a 12-point PACT (see pg. 10)covering the essential elements of a goodafter sales experience.The intention is to create a transparentprocess that captures the input of thecustomer and ensures the full involvement ofthe dealership.“We want our customersto be happy”Eric Moll, parts, service and after sales generalmanager at PMSA, explains: “Previously,improvements in after sales service weredriven by a push-model, with the brandpushing through appropriate training andtools to the dealer.“In future, this push will be complemented bythe ‘pull’ of direct customer input. Serviceadvisers will be able to see at the point ofcustomer contact exactly what needs to bedone to improve the overall experience.”Professionalism will be assured by continuedfocus on training and the appropriate toolsand systems.Availability is a function of improved partsand service availability as the PMSA networkgrows and new warehousing facilitiesincrease the volume of spares on call.The brand’s new Linbro Park warehousecovers 8 010 m² versus the 2 500 m² ofthe old building. In recent months,PMSA has achieved a 95% consistency score.(In 95% of cases, the required parts aredelivered within a day from warehouse todealership.)Conformity with a uniformly high nationalstandard is a key issue as Moll and his teamhave become concerned at the levels ofvariance between good and not-so-goodperformers within the network.Transparency will help to ensure uniformityas the new process is based on openinteraction between customers and theparts and service department.The public will know precisely what Peugeot’scontract with customers entails – a glance atthe reception area poster should be enough. Ifthey see any failings, they can make commentsthen and there to the service adviser.A key tool to glean customer feedback is aredesigned invoice-holder.In future this folder will contain a checkliston the inside front cover, listing customerexpectations. When receiving the invoice, thecustomer has an opportunity to go throughthe list and make appropriate comments.The dealer’s copy of the checklist servesas an instant set of action-points if anyfailings have been noted. The other copygoes to the customer.“We want our customers to be happy,” saysMoll. “If they are unhappy with anything at all,we and our dealers want to know as soon aspossible so we can do something about it.”Improved customer service is a PMSA priority.In 2006 at Auto Africa (South Africa’s premiermotor show), Peugeot became the firstmanufacturer to build a customer servicekiosk into its show stand.In the last 18 months, the headcount at PMSA’snational help desk has gone up from two tothree outsourced staff plus three internal staffplus one manager, with the added support ofTRM, the specialist service organisation.The average time taken to resolve customerqueries has fallen from +40 days to eight days.As a result of these and other initiatives,independently audited customer satisfactionlevels are going up at PMSA. Two industrysurveys confirm it. The 2007 Power CSISurvey published in Car magazine showedan improvement of 0.12 points and twopositions. However, the company is still belowthe industry average.“Being average has never been good enoughfor Peugeot,” says Eric Moll. “We aim to be inline with the national average by this year andup in the top three positions by 2010. Ournew after sales promise is a big step in thisdirection – it won’t be the last.”After sales
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308 RC Z - Peugeot

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