Chrysler 2002 Annual Report Download - page 14

12 Report on Operations
CUSTOMERS
Customer care and customer satisfaction are considered core
values at the Fiat Group.
The Sectors have launched specific training programs for the
dealership and customer care network to bring about a radical
change in the corporate culture.
A series of special indicators and surveys have been used for
several years to monitor customer satisfaction and the extent to
which the Group’s products and services meet customer needs.
Fiat Auto
In an increasingly competitive automobile market, the
challenge is won with quality products and prompt, reliable
service. This is why Fiat Auto has dedicated a specific Business
Unit to manage and develop customer services.
The Consumer Services Business Unit is active in three distinct
areas to cover all phases of the relationship with customers.
The first is dedicated to financing of purchases and leasing,
with a choice of flexible solutions based on the specific needs
of customers, ranging from traditional installment payments
to the latest financing packages combined with maintenance
and infomobility services.
The second area features mobility services, which offer motorists
the following options: roadside assistance, car repair, scheduled
maintenance, and rent-a-car services. Business customers are
offered the following services: satellite monitoring of corporate
fleets, credit card management, database management, and
market research.
The third and final area features corporate fleet leasing,
dedicated to satisfying the needs of small and large businesses
in this particular sector.
During 2002, Fiat Auto also undertook a rigorous process
of restructuring of its dealer network.
This process entailed revision of its distribution strategy,
especially in terms of its contact with end customers and the
services offered to them, and reinforcement of its partnership
relationship with dealers network.
These actions are part of a broader program to strengthen the
new corporate identity, which is aimed at maximizing the value
of Group brands.
CNH Global
CNH’s customer satisfaction indices continued to rise in 2002.
Its successful launch of new products in both the agricultural
and construction equipment segments account for a 2.5%
improvement in customer satisfaction worldwide. At the
same time, worldwide customer loyalty to CNH products,
brands, and dealerships improved by 3.1%, reflecting
customer recognition.
Expansion of customer services has continued with the
establishment of a New Holland Customer Response Center
(CRC) in Toronto to serve customers in the United States and
Canada. This new center complements the London CRC and
allows CNH to offer the best assistance to Sector customers
in all of its most important markets.
Iveco
Iveco decided to equip its authorized assistance centers with
cutting-edge diagnostic equipment to simplify and automate
the troubleshooting process.
To ensure consistently excellent service, Iveco launched the
“teleservices project”: all authorized assistance centers are
connected online to an expert center located at the Iveco
Customer Support Center in Turin.
Iveco will be able to handle any technical emergency by using
telediagnosis, teleprogramming, and telemanagement systems.
The expert center is staffed by a group of engineers with
expert knowledge of electronics and diagnostic systems.
Iveco also launched an innovative training program called
“DEEC” (Dealer Electronic Excellence Community): it plans
to use this program to provide its dealers with technology
updates in real time by exploiting the speed of the Web.
In 2002 Iveco also completed implementation of the Ramses
Project on its primary network, culminating the total automation
of its integrated restocking system, spare parts catalogue, stock
monitoring, and dealership spare parts sales.
Customers and Products