Objective

• Position New Laguna among the Top 3 in its segment in terms of product and service quality
• Accelerate the progress on each model of the range, worldwide

Opportunities

Quality is a key element in the Group’s strategy. To reinforce this culture of quality, Renault has adopted the Renault Excellence Plan (PER), built around 6 pillars:

• robust design,
• compliant manufacture,
• reinforced reliability for all types of use and satisfaction of all Renault customers,
• quality sales and after sales,
• anchor quality in the corporate culture,
• ensure the quality of parts manufactured by suppliers for international procurement.

Promising signs in 2007

Product quality

• The number of incidents at 3 months was cut by half between 2005 and 2007,
• Warranty costs for Renault (expressed as a percentage of revenues) decreased by 25% between 2005 and 2007,
• The number of defects at the end of the assembly line was divided by 6 between 2005 and 2007,
• Scénic, Modus and Clio III are ranked among the Top 3 in their segments by the German Automobile Club,
• The excellent quality of the Logan has gained international recognition. It is ranked N°1 in India by 2 different independent organizations.

Service quality

• At the end of 2007, 78.4% of customers declared themselves “fully satisfied” with sales and after-sales services (700,000 more around the world compared to 2005),
• A Service Excellence Plan has been developed for New Laguna,
• Renault offers its 3 year/150,000 km warranty* for the entire Renault premium range.

* Conditions vary by country