La gestione della customer satisfaction per il prodotto in esercizio in IVECO

Transcription

1 Autoveicoli Visite Siti Industriali 2011 La gestione della customer satisfaction per il prodotto in esercizio in IVECO 20 Novembre, 2010

2 PROGRAMMA Registrazione dei partecipanti Presentazione dell azienda Stefano Monaco Senior Vice President Customer Satisfaction & Quality External Surveys ed il Quality Improvement Process Gianmario Grignani - Customer Satisfaction & Quality Coffee break Analisi dei dati di benchmark mediante l utilizzo dell applicativo A2Mac1 quale base per la customer satisfaction Filippo Berio Customer Satisfaction & Quality Conclusioni 10 Giugno 2011 Iveco AICQ 2

3 OUR COMPANY 3

4 At a Glance Key Figures 2010* Net revenues 8,3 billion Unit Sales Vehicles Employees 129,630 25,583 Plants 24 Plant Locations (Countries) 11 Updated January 2011 * Excludes JVs Dealers Dealer Locations (Countries) Sales & Services Points Investments in R & D 711 > 160 ~ 5, million 4

5 Products 5

6 Financial Performance: Revenues by Business (2010) Medium CV 13% Light CV 27% Special Vehicles 13% Heavy CV 33% Updated January 2011 Buses 14% *Includes Latin America and Australia 6

7 Market Share: Western Europe (2010) Segment ton 20% 15% 10% 13.9% 21.9% Segment ton 30% 25% 20% 15% 23.8% 31.4% 5% 10% 0% 5% 0% Market leader Market leader Updated January 2011 Segment 16 ton 20% 15% 10% 5% 0% 8.4% 22.0% Market leader Bus 3.5 ton 30% 25% 20% 15% 10% 5% 0% 18.7% 29.8% Market leader 7

8 OUR INTERNATIONAL PRESENCE 8

9 Manufacturing Plants: Europe Germany Weiswell - Firefighting Vehicles Ulm - Heavy Commercial Vehicles Ulm - Firefighting Vehicles Görlitz - Firefighting Vehicles Austria Graz - Firefighting Vehicles Czech Republic Vysoke Myto - Buses/Coaches France Chambery - Firefighting Vehicles Rorthais - Urban buses Annonay - Buses/Coaches Spain Barcelona - Bus chassis Valladolid - Light Commercial Vehicles Madrid - Heavy Commercial Vehicles Italy Piacenza - Special Vehicles Valle Ufita - Urban buses Brescia - Medium Commercial Vehicles Brescia - Firefighting Vehicles Suzzara - Light Commercial Vehicles Vittorio Veneto - Defence Vehicles Bolzano - Defence Vehicles 9

10 Manufacturing Plants - Extra Europe Libya Tajoura - Light / Heavy Commercial Vehicles, Minibus Russia Miass - Heavy Commercial Vehicles China Nanjing - Light / Medium Commercial Vehicles Manufacturing plants Equity share > 50% Equity share 50% China Venezuela Chongqing - Heavy Commercial Vehicles La Victoria - Medium/Heavy Commercial Vehicles Brazil Sete Lagoas - Light/Medium/Heavy Commercial Vehicles Australia Dandenong - Light/Medium/Heavy Commercial Vehicles Argentina Cordoba - Medium/Heavy Commercial Vehicles Ethiopia Addis Abeba - Medium/Heavy Commercial Vehicles 10

11 Sales and Service Network Western Europe Sales point: 808 Service point: 2,729 Central & Eastern Europe Sales point: 207 Service point: 309 China Sales point: 955 Service point: 1,133 Asia Pacific Sales point: 69 Service point: 213 Total sales point: 2,376 Total service point: 4,820 Latin America Sales point: 154 Service point: 198 Africa e Middle East Sales point: 183 Service point: 238 Data relative to Iveco CV, Astra and Irisbus. China: includes JV Networks Updated February

12 Going Global: Chinese Joint Ventures A single partner 3 JVs: Naveco Saic-Iveco Hongyan (SIH) Saic-Iveco FPT Hongyan (SFH) Full localised range, including engines Naveco (Heimoying) Light vehicle range SFH Heavy vehicle engine range (Iveco Share: 50%) Naveco (Jiangning) Light/Medium vehicle range (Iveco Share: 30%) (FPT Share: 30%) Nanjing Chongqing (Iveco Share: 33,5%) SIH Heavy vehicle range 12

13 OUR QUALITY APPROACH 13

14 Quality Activities C U R R E N T P R O D U C T I O N FIELD ACTIONS: - To cure vehicles in Fields - To increase Customer Loyalty EXISTING QUALITY PLAN ADDITIONAL ACTIONS - Confidence increase - After Warranty KPIs: 0km (Audit demerits) F100(12m) F100 (24,36,48,60m) WALK HOME FAILURE N E W D E V E L O P Customer Care Profile Reliability Growth Plans (Proactive & ---) Perceived Quality 10 Giugno 2011 Iveco AICQ

15 3. New proposal: the Quality Improvement Process 15

16 Quality Through Product Development Process Milestones gestionali MG0 MG1 MG2 MG3 MG4 MG5 Pianificazione generale Pianificazione intervento Definizione concept Sviluppo prodotto e processo MO1 MO2 Attrezzamento Produttivo e lancio commerciale MO3 MO4 Monitoraggio della produzione MO5 Milestones operative TARGET DEFINITION PERCEIVED QUALITY PERFORMANCES RELIABILITY GROWTH MG4 MG5 MG0 MG1 MG2 MG3 LAUNCH ACTIVITIES MANUFACTURING QUALITY SUPPLIERS QUALITY 16