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Citroën's Quality
Citroën has always sought to rank among the best in terms of Quality. Alongside the improvements in product quality seen in recent years, the brand has always continued to focus on Service Quality.
This fact is clearly illustrated by the ISO 19001:2001 certification obtained by Citroën sales networks (subsidiaries, importers and sales outlets) through a series of Quality programmes set up over the past four years and longer.
Today, the Citroën Marque is certified to ISO standards, as are 20 Citroën subsidiaries, 11 importers and 1,300* sales outlets worldwide (*as at end June 2003).
Moreover, the ISO 9001 Quality Management programme has already been extended to the network of Citroën Approved Repairers (74 CARs) as part of the December 2002 certification of Citroën Chrono Service.
ISO 9001 certification applied by Citroën throughout its network
- Citroën subsidiaries and importers in Europe and on international markets:
In 1998, Citroën became the first French car manufacturer to organise the certification of its European subsidiaries, more specifically, the subsidiaries in Germany and Belgium/Luxembourg.
This certification guarantees the level of service provided by the subsidiary and constitutes a seal of reliability for the distribution network, which is thus able to make a formal commitment to you, the customer.
With 20 subsidiaries and 11 importers certified, Citroën’s objective is to have all its European sales networks ISO certified by the end of 2003.
Lithuania, Estonia and Guadeloupe are also following a certification programme in 2003.
- Citroën dealerships and branches worldwide.
Citroën's dealership in Germany
Today, 1,300* Citroën sales outlets are certified worldwide. In Europe, the entire network of branches and dealerships will be certified by end 2003.
In each country, Citroën calls upon the certifying body that is considered to be most representative in order to ensure recognition of the Quality Management System implemented and to respect the national culture.
Citroën’s certification programme : a Service Quality mindset
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Citroën's subsidiary at Chaumontel (France)
For Citroën, the number of sales outlets or entities certified is not an objective in itself. The certification programme is based first and foremost on the far-reaching work performed by each sales outlet or subsidiary. The challenge is to develop a quality mindset that is focused on one key concern: you, the customer.
It is not the certificate itself that raises personnel awareness, but the teaching method applied alongside the development of the Quality Management System.
This expression of Citroën quality meets all the requirements of the ISO 90001:2000 standard, while also encompassing all the components that will contribute to Citroën service over the long term. The level of quality is guaranteed by a personal commitment from the manager and by the work of staff teams over time. All these aspects are set out in a number of formal processes and procedures that underpin the quality management system.
Personnel motivation and professional standards therefore provide the cornerstones of an organisation that is entirely customer-focused.
Service Quality coordination
Citroën's dealership in Alger
The aim of quality coordination is to improve the level of service quality perceived by the customer in all Citroën’s sales networks, and so to provide the same level of service, in line with customer expectations, in all countries.
Clearly stating its ambitions in Service Quality, the Citroën brand is pursuing the following objectives:
- To rank among the top three car manufacturers in terms of service quality;
- To guarantee customer satisfaction by putting in place the recommended actions and methods;
- To ensure the coherence of the different Service Quality Plans implemented and of the Quality Management systems developed in the sales networks.