Making Nissan Sales and Service Quality Upwardly Global
Intro
Nissan's global push for world-class sales and service quality involves talking to customers who reject or defect from the brand, employing "mystery shoppers," and trading best practices between regional national sales companies. Leading the way is the new Global Sales and Service Quality (GSQ) department.
Ian Moreillon heads the GSQ, which was established in April 2008. Moreillon was working at Nissan's national sales company in Australia when the company tapped him to join the group developing the objectives for phases 4 and 5 of the Nissan Excellence Program, or NEP. That experience gave him a good grasp of the global situation.
As general manager of the GSQ, Moreillon's brief is to create a true global department responsible for raising sales and service quality in Japan, the U.S., Europe, and several of Nissan's other major national sales companies, or NSCs, in key regions.
"Customers all have different demands and expectations, and along with the NSCs and our dealers-who represent us on the front lines-we're charged with meeting those," Moreillon explains. "When customers purchase and own a Nissan or Infiniti vehicle, they judge how well we deliver on our promises. One of the jobs of the Global Sales and Service Quality dept is to measure how well we do that."
The Nissan Sales and Service Way (NSSW) quality standards now being deployed were developed during fiscal 2008. Some people know them as NQS-Nissan Quality Standards-a set of extremely comprehensive standards covering the whole range of sales and service quality.
"The NQS are an NSC-based rather than dealer-based initiative," Moreillon says. "Our ultimate objective is to achieve top-level sales and service quality by the end of fiscal 2012. By that I mean ensuring there is no significant difference between Nissan and the best of the best in the marketplace."
