Groupe Renault - 2020 Universal Registration Document

93 GROUPE RENAULT I UNIVERSAL REGISTRATION DOCUMENT 2020 01 RESEARCH AND DEVELOPMENT GROUPE RENAULT GROUPE RENAULT: A COMPANY THAT ACTS RESPONSIBLY CORPORATE GOVERNANCE FINANCIAL STATEMENTS RENAULT AND ITS SHAREHOLDERS ANNUAL GENERAL MEETING OF RENAULT ON APRIL 23, 2021 ADDITIONAL INFORMATION SWEET One of the areas experiencing very substantial development in vehicle-related innovations is known as SWEET, for SoftWare Electric & Electronic Technology. SWEET covers software, electrical and electronic architectures, connected services, multimedia and driving aids in vehicles. SWEET provides our physical platforms and vehicles with a large part of our products’ on-board intelligence. More specifically, SWEET is an Alliance software and electrical/electronic platform equipping our vehicles. There are several generations of SWEET (100, 200, 400, etc .) arranged in chronological order, with technical content adjusted to the needs of the Alliance range plan. SWEET100 equips all our new vehicles from the new CLIO. SWEET200 and SWEET400 are currently in development, while SWEET200 will equip the new CMF-EV electric platform. SWEET is an important part of the Renaulution plan: it helps reduce costs and the price of engineering, and helps increase carry-over while remaining focused on the expectations of our customers. Customer satisfaction plan: from reliability to customer satisfaction Our goal: satisfy 100% of our customers The quality of our products is the cornerstone of our customers’ trust. As such, quality is a priority for all our brands and no compromise is acceptable. Within the framework of Renaulution, our goal is clear: 100% of our customers must be satisfied. Each customer is unique and deserves the best: a long-lasting reliable car and impeccable end-to-end service. So we aim not just for zero defects, but also to find solutions for each problem encountered by our customers. Each employee, from upstream to downstream, has a role to play on that front. To achieve our goal, Groupe Renault is strengthening its Customer Satisfaction Plan initiated in 2018. Three key points ensure constant quality at every stage of the customer experience: zero defects. The first essential quality of a vehicle is its reliability. P The services of our products are designed to meet customer expectations: performance, style, perceived quality, comfort and pleasure. The industrial system is evolving to produce “zero manufacturing defects” and ensure the proper functioning of all systems. If problems arise, they are dealt with locally to ensure maximum responsiveness; sustainable quality. A car that ages well, that can be kept longer, is P the assurance of keeping the pleasure of driving intact and preserving the resale value. A corporate approach has been put in place to push back the limits of sustainability and give vehicles a second and third life. Parts are being strengthened in terms of endurance, and electronic systems are being updated; tailor-made services and a customized relationship. The network P offers its customers services tailored to both the sale of the vehicle (reception, advice, handling, financing and insurance) and after-sales service (support, maintenance, repair, replacement. spare parts, etc. ). Listening to customers during their visits and the provision of explanations for vehicle servicing have been strengthened. The customer is central to the quality approach. The entire company is committed to the satisfaction of its customers: from upstream to downstream, every detail counts. Quality is a “state of mind” deeply entrenched in everyone’s thoughts and actions throughout the Group. The expertise network that serves all of the Group’s functions The expertise network develops and harnesses the Company’s knowledge and know-how to implement its strategic orientations and contribute to its performance and customer satisfaction. It has an impact on the Group, and as such, serves the new brand-based organization together with all functions, and is actively involved in Renaulution. The expertise network consists of 53 areas of strategic expertise established in all major business lines, with a strong predominance in engineering. After a reorganization of the powertrain and manufacturing networks in 2020, the evolution of the segment is set to continue in 2021 to adapt to the Company’s new organization by brands. The network comprises four levels of expertise matching the needs of the business lines, and reflecting the Company’s strategy and the expectations of our customers: the Expert Fellow is responsible for defining and ensuring the P consistency of the strategic areas of expertise, and coordinates the Expert Leader network in order to structure production both at the strategic level and the operational level regarding technical or methodological innovations and support for projects under development. The collaborative work carried out during expert workshops contributes to a dynamic of shared progress for the affected business activities as regards the Company’s main challenges, which are largely technical. The network can thus be described as an agile organization that serves the inter-business sector; Expert Leaders, each reporting to a Business Vice-President, are P responsible for their roadmap. Expert leaders have responsibility for one of the 53 areas of strategic expertise. They structure and guide their internal network of experts and use an external network consisting of universities, other manufacturers, associations, incubation structures, etc ., to enable the Company to work in an “extended” way and expand it through involvement in collaborative or investment efforts; looking outside the Company, 273 Experts are in charge of P secondary fields of expertise, responsible for benchmarks, identifying relevant partners and investing in the protection of know-how through patents. They are responsible in particular for defining and promoting standards and processes; responsible for Specialty professions, 509 Consultants further the P state of the art by being “the point of reference” in their practice, thus developing standards on which the teams can then capitalize. The organization of the Expertise activity and its agile mode of operation allow the way ahead to be mapped out using a set of coherent roadmaps, the enhancement of knowledge to be accelerated through innovation and the performance of operations, thus allowing the business activities to excel in their various areas of expertise.