annual report - FIAT SpA

transmission. In September, the model was awarded “International Van of the Year 2011” at the Hanover International
Motor Show by a panel of automotive sector journalists from 24 countries. Fiat Professional also expanded the Fiat
Scudo line-up to include the new Euro 5 165 hp 2.0 MultiJet and launched the 2011 model year Fiorino.
There were major developments in the environmental arena during the year including introduction of the eco:Drive
software for Natural Power (CNG/gasoline) vehicles, which utilizes the Blue&Me system to quantify the environmental
and cost benefits of using CNG fuel. Also of note was development of the Fiat 500 EV project (forming part of the
alliance with Chrysler Group). Following its debut at the Detroit Motor Show at the beginning of 2010, the prototype
vehicle was also exhibited in the pavilion for electric vehicles at the Bologna Motor Show. This zero-emissions vehicle
will be launched in the United States at the end of 2012.
During the year, research and innovation activities focused on further improving leadership in time-to-market through
the application of numerical simulation tools and methodologies to models currently in development. There were
several important initiatives to increase proprietary know-how in specific aspects of ergonomics and Noise Vibration
Harshness (NVH) with the objective of also acquiring leadership positions in these areas to complement the Group's
recognized position in passive safety and CO2 emissions. Additionally, there was continued focus on standardization of
vehicle systems and components aimed at reducing costs, improving quality and reducing the technical complexity of
products, on the introduction of latest generation active safety systems (i.e., on the Alfa Romeo Giulietta) and on new
configurations for sensors and climate management systems to improve detection of conditions in the vehicle interior.
Also of note was the sharing of certain vehicle architectures with Chrysler Group. Initial activity relating to the principal
mechanical elements of vehicles, such as the chassis and suspension systems, and certain components, including
seating and on-board telematics, was extended during the course of the year to also include minor components and
systems.
SERVICES
In 2010, actions were taken to improve customer response capabilities and a customer satisfaction monitoring system
was completed which will further contribute to the success of the sales and service networks.
For maintenance and repair, Technical Services carried out a comprehensive review of service standards and
processes and updated procedures, roles, responsibilities and tools with a view to continuous improvement of the
customer experience through competent, effective and up-to-date technical service. Product support services for
dealers and service centers were upgraded and expanded, as well as being extended geographically to new markets
outside of Europe. Technical documentation was also enhanced with new content and delivery platforms. New Owner
and Maintenance manuals were produced in electronic format, enabling improved content access, and IT support
systems for the service network were upgraded and expanded.
For warranty service, introduction of the new management model continued in Europe in partnership with leading third
party service providers with the expected benefits in terms of cost reduction being achieved.
The Customer Service Center at Arese represents one of the sector’s most important customer relationship tools,
serving customers, prospective customers and employees in 20 markets throughout Europe. In 2010, the number of
contacts handled by the Center was up 29% over the prior year.
Customer Mobility Support provides assistance to customers at the most critical moments, when their cars are in for
service or they need roadside service, with rapid and effective support to ensure that their mobility requirements are
met. During the year, a new program was launched involving the network of official dealers that is designed to support
the mobility needs of customers. This program contributed a 7% increase in customer satisfaction. A similar program
was developed for owned dealerships aimed at ensuring service excellence and improving profitability. The program
achieved very positive results in Italy.
Through the Customer Service Center, there was improvement in the performance index for Customer Relations
activities (including complaints and information requests from end customers). This result was achieved through
increased involvement of dealers, use of centrally-integrated IT systems and operating processes, and introduction of
new communications and service platforms (e.g., mobile-based tools introduced through the Fiat Ciao Mobile Project).
During 2010, the Customer Relations area was also involved with the Chrysler integration process and established the
framework for alignment of operating procedures for the Chrysler, Jeep® and Dodge brands.
Fiat Group Automobiles offers financial services in Europe, Latin America and China.
In Europe, this activity is managed by FGA Capital, a 50/50 joint venture with the Crédit Agricole group (accounted for
under the equity method).
FGA Capital supports the European sales activities of Fiat Group Automobiles through dealer financing, end-customer
financing and medium and long-term rental. The collaboration with Crédit Agricole continued to prove its effectiveness
throughout 2010, meeting the sector's expectations and commercial needs. In 2010, these activities were extended to
include support for Chrysler's European distribution network and end customers.
New loans to the dealer network totaled €16,676 million (€16,963 million in 2009). Retail financing was provided on
Report on Operations Fiat Group Automobiles 73