Podium 3: Peugeot eyes the top 3 spots on the Podium
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Launched in 2010, Peugeot is currently in the third stage of the programme. This stage aims to refresh employees' general knowledge of the tools used for customer satisfaction and the point-of-sale-based evaluation of its processes and internal implementation, via a computer-based tool called My Podium.
Italy was the first country to complete the operation, which was implemented at 3 sites: Piacenza, Riccione and Rome. A full year focusing on quality with extensive involvement in the operation (1392 people) and a satisfaction level of 81%. In conjunction with the roll-out of the My Podium tool
by ZM/CQS, the emphasis in 2012 is firmly on quality of service for NV and after-sales.
Italy achieved 8th position in 2010, 6th in 2011 and is on course to take a top 3 spot. The programme is currently being rolled out in the UK, France and Spain, and will be completed by the end of June. Germany, Austria, Benelux, Portugal, Switzerland and Turkey will follow in the 3rd quarter.
Paola Lacchini, Customer Quality Manager, explained:
"Italy was the first country to embark on Podium phase 3. It was a huge project created in record time, and a major challenge, but we were delighted with how well the organisational process worked and with the great response from the network front line, in spite of the current difficult market situation".
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