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The
Citroën brand is devoting considerable efforts to its long-term future
in China. The implementation of an extremely dense network is a key
factor. The network comprises more than 450 points of customer contact.
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Outlets in more than 250 cities sell and
service Citroën vehicles. The network is coordinated by the twenty
regional offices of Dongfeng Citroën Automobile Distribution (DCAD).
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In
1996, Citroën developed a complete sales network applying its
recommended methods. Initiatives set in place to develop the network
and raise professional standards, place the focus squarely on quality.
At the end of 2001, 110 customer contact points satisfied the 3S
standards (sales, services, spare parts), which are based on European
practices. The quality process was further developed in 2002 with the
implementation of the new "Golden Dragon" charter corresponding to the
quality standards of Citroën's International Division.
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At the end of 2002, 45 dealers satisfied
the criteria laid down by the "Golden Dragon" charter. The quality of
after-sales service is another point of emphasis.
As part of a
cooperation agreement between the French ministry of education and the
municipality of Beijing, a Citroën technical training centre was
inaugurated in 1999 with a view to training around 400 people a year.
An ambitious development plan will be put in place in 2003 for sales
training within the network.
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