Providing everyone with solutions of mobility that are

www.norauto.com
Providing everyone with
solutions of mobility
that are sustainable
Our 1st centres
around the world
Contents
France
At Norauto, we share:
Poland
1970
1998
Spain
THE ASPIRATION TO SERVE
4
THE HUNGER FOR HIGH PERFORMANCE
6
A CHOICE YOU CAN TRUST
8
A TEAM SPIRIT
10
THE STRENGTH OF OUR CONVICTIONS
12
THE ROAD TOGETHER
14
Belgium
1986
2002
Italy
Hungary
1991
2006
Portugal
Romania
1996
2009
Argentina
1998
3
The aspiration to serve
Our auto centres make your life simpler
1970
A SIMPLE IDEA TO MAKE
MOTORING EASIER
On 2nd October 1970, Éric Derville, Founder
of the Group, opened the first Norauto centre
in Englos, near to Lille. Our brand was then
the pioneer of the auto centre concept and it
wasn’t long before the idea began to produce
results. At that time, customer behaviour
was beginning to change: French people
were moving about more often and getting a
taste for self service purchases. Furthermore,
cars were becoming a common consumer
product with 64% of households owning
one in 1975. It was in this context that the
combination of a self-service store and an
assembly and repair workshop proved to
be the answer to the motorists’ demand
for parts, maintenance, comfort and safety.
In France, the
beginning of the
70s signalled
the boom of the
hypermarkets,
with large
carparks and
car-driving customers. Customers came
from far away and stayed for a long time.
The idea of offering car services on the
spot appeared to be a logical one. The auto
centre rapidly became the answer to what
the customer wanted, because the offer
it provided was clear, cheaply priced, with
long opening hours and all this in a practical
and dynamic commercial environment.
Opening of the
1st Norauto
centre in France,
near to Lille
A NEW CONCEPT
The sales-assembly combination was rapidly
successful and from 1986, we began to
export the concept abroad with the opening
of the first Norauto centre in Spain. This
internationalisation is ongoing: as we adapt
to the demands and characteristics of each
country, we provide our expertise and the
experience we have in putting our concept
into practice. Today, we have become the
European leader for auto centres and we
contribute each year to making the lives of
millions of motorists easier.
Over 370
centres
9 countries
where we are
present
Over 7200
employees
Since the year 2000, cars are part of everyday
life and over 80% of the French population
have one. The car is synonymous with
freedom, it has become a living space that
can be personalised and must be practical in
its use.
At Norauto, in order to fulfil this expectation,
we create more relevant products and services
making the lives of motorists simpler. Faced
with this development of highly-equipped
cars and high-tech products, we invest in
the ongoing training of our employees and
the latest equipment. At the same time, we
continue to innovate on a regular basis to
create a range of Norauto branded products;
our product offering, that grows regularly, is
then offered in the store area of our stores. On
the strength of our experience, we developed
our services and, today, we service all types
of vehicle, whatever the make or model.
At Norauto, we have always known how
to adapt to the changes in the market and
in the vehicles but above all we know how
to anticipate the desires and demands of
motorists in order to meet their growing
need for comfort and for safety. A permanent
challenge to perform and innovate that our
teams take on with passion, always putting
the customer first.
1986
Opening
of the 1st
Norauto centre
internationally, in
Spain
1993
Opening of the
100th Norauto
centre in France
1998
1st set up in
Latin America
with Norauto
Argentina
2002
The concept of auto centre offered by Norauto
is a novelty in Hungary, where it has placed itself
between the highly priced dealerships and the
small poorly equipped workshops in a market
that lacks clarity. In this way, the auto centres bring lots of advantages
in terms of transparency, choice and opening hours. Positioning itself
within the current «time is money» context, Norauto has worked on
listening to its future customers and thus brought the car closer to the
customer.
It’s now up to our teams to take up the challenge...
Peter Bakucz,
Manager of the Dunakeszi centre (Hungary)
Set up in Belgium
with the Auto5
brand
2007
Opening of the
300th Norauto
centre
2008
Norauto has 373
auto centres
around the world
Eric Derville,
Founder of Norauto
4
5
The hunger for high performance
1986
Our innovations making car maintenance
and sustainable mobility accessible to all
Launch of the first
Norauto branded
product: Norauto
oil
1995
A DIVERSIFIED PRODUCT
OFFERING GIVING YOU THE CHOICE
At Norauto, we want every motorist to find
the product that he needs at the price that
suits him because we believe that safety
should not be compromised for budgetary
reasons. That’s why, in order that every
motorist is able to make his own choice
according to his criteria, we offer three levels
of quality:
• The «trust entry price» products,
providing quality controlled products that
benefit from being set at entry price points.
• Norauto branded products, the
alternative to the entry price products and
the products of the major brands; high
quality products at prices that are 20%
cheaper than those of the brands originally
present,
• Products by those brands originally on
the market, providing high quality products,
put through a rigorous selection process by
our well-known suppliers.
Working in partnership with the major parts
manufacturers who designed the original
parts of the vehicles that we maintain, we
offer spare parts of a standard second to
none. In order to do this, we are supported
by a network of parts manufacturers that are
located mainly in the European Union and
meet the standards laid down by the law.
Launch of the
own-branded
tyre: the Norauto
3000
TRAINED AND EFFECTIVE
EMPLOYEES PROVIDING HIGH QUALITY
SERVICES
At Norauto, we stand out by our capacity to
be innovative, by creating parts, maintenance
products and products for added comfort.
Guided by our experience in the area, we
create products that meet the demanding
standards of the best value for money. These
Norauto branded products, designed in close
collaboration with our suppliers’ engineers,
make up the best alternative available today
to the original parts and the products by the
brands that were present originally.
All the products and the spare parts that
we sell can be browsed in the self service part
of the store area of our auto centres which is
divided up into different departments:
• Sound and multimedia
• Comfort and safety equipment:
seat covers, mats, baby seats...
• Products for recreational activities and
travelling: roof boxes, trailers, road maps...
• Vehicle customising and tuning
• Tyres
• Technical parts, maintenance products...
• Bikes: products and accessories for
bicycles, electric bicycles and scooters.
In the workshop, we believe that the motorist
should be able to get the best possible service
at the best price, whatever the make or model
of his vehicle. That’s why at Norauto, we are
committed to training our employees on a
regular basis so that their skills keep up with
the technological advances of the automobile
sector.
Going beyond their know-how, the employees
working in our workshops love the technical
side of their job and are always available
to give advice. At Norauto, we listen to our
customers, accompanying them on a daily
basis and helping them plan the maintenance
of their vehicles, by anticipating their needs
and their desires. We are certain that the
quality of our service is what defines the high
level of our performance and our success.
In our centres, we guarantee therefore, with
or without an appointment, the diagnostic,
the maintenance and the multi-brand
customising of the vehicles for the safety and
comfort of our customers:
• The electronic diagnostic for
maintaining the most recent vehicles
• The replacement of the timing belt
the alternator, the starter
1996
• The fitting of on-board electronics:
sound, multimedia, alarms...
• The oil change, engine maintenance,
servicing
• The fitting of tyres, adjustment of the
alignment, nitrogen tyre filling
• The replacement of exhausts, shock
absorbers, brakes
• The inspection of the engine starting
system, replacement of the battery
• The air-conditioning
• The fitting of towing systems
• The repair and replacement of windows:
windscreen, side windows, rear window,
headlamps
• All types of diagnostics
Launch of the
Norauto roof
boxes
We also offer over twenty services for
motorised bikes: servicing, tyre fitting,
balancing, engine oil change...
2008
Depending on the country, the offer is
adapted to the local customer base and the
composition of the automobile market (make,
model).
1998
Launch of the
Norauto shock
absorbers
2006
Launch of the
Prevensys tyre
2007
Launch of the
Norauto braking
range
Launch of a
permanent low
price policy on
tyres
We have thought about it
The products from our Norauto range benefit from the highest levels of guarantee: 3 year guarantees, tyres
guaranteed for 5 years or 40,000 km...
Our products also provide our customers with technically innovating products or that little bit extra that makes
their life easier: our roof boxes are for example fitted with the easy fit system, that is exclusive to Norauto allowing the
roof box to be fitted in a matter of seconds, without any drilling or tools required.
6
7
A choice you can trust
We deal with the technical side,
while you take it easy
A PERSONALISED SERVICE FOR
SATISFIED CUSTOMERS
A CLEAR OFFERING FOR A
GUARANTEED SERVICE
LISTENING TO OUR CUSTOMERS
WE BUILD LONG TERM RELATIONSHIPS
1987
At Norauto, we put our customers at the
heart of our concerns. Our teams are always
listening to motorists and anticipate their needs
in order to offer them better solutions. Expert
customers, those who dabble in car repairs
or the inexperienced, at Norauto we adapt to
the needs and desires of everyone. We put
every effort into making sure that our auto
centres free them from all their constraints.
In our centres, our customers benefit from
our advice and our multi-brand expertise, a
large range of products and an offering that is
reasonably priced. That’s why at Norauto, we
welcome our customers 6 days a week, with
long and practical opening hours.
In order to respond to everyone’s needs,
we aim to achieve a very close and strong
bond and we work every day to maintain a
relationship of trust with our customers. At
Norauto, no nasty surprises: our prices are
fixed and advertised, we keep to our quotes
and our service delivery times. Our customers
have the right to change their mind: we will
exchange or refund their purchases under
certain conditions. We also believe that to be
at the service of our customers we have to
be available before and after they come: our
products and services are guaranteed in all
the countries where we are present.
Because getting to know our customers
better is a means for us of improving their
satisfaction, our database allows us to record
their purchases and their requests for services
in each centre. In order to simplify relations with
our customers, we have provided a telephone
contact centre and the website which they
can use to organise their appointments, get
advice or information on a new product or
service, a promotion that is being run... A piece
of information that we also regularly pass on
in newsletters, brochures or product guides.
We have also developed a very efficient claim
management system allowing us to respond
rapidly to a disappointed customer in order to
find a solution with him that is adapted to the
case in hand. Lastly, our most loyal customers
are rewarded thanks to a loyalty program that
offers them benefits and additional services.
1st television
advertising
campaign
1994
Launch of the
loyalty card
1998
Publication of
the first product
guide
2007
Creation of the
“maintenance
(p)reviews”
2009
Launch of the
“Norauto Expert”
website
We have thought about it
Accident, unforeseen repair, need advice?
At Norauto we take vehicles in to the workshop 6 days a week, with or
without an appointment. And for those customers who wish to plan ahead
without coming in, they can contact their centre by phone or go to our website:
www.norauto.com
8
9
A team spirit
We work together to share our passion
PROVIDING THE MEANS TO
DEVELOP THE STAFF
Because we believe that service is at the
heart of our job, at Norauto, we treat training
as a priority in order that every one of our
employees becomes an accomplished
professional in serving others and an expert
in his job.
To respond to this ambition, the new
«Training Institute» training centre at Lesquin
welcomes the Mechanics School and the
centre Manager University. Since 2003,
e-learning training courses are also available
over the intranet. At the end of these courses,
the skills acquired are certified and allow our
employees to develop their job further and
progress within our business.
At Norauto, we give everybody the means to
fulfill their professional career plan, whatever
initial training they have. We encourage internal
progression and we offer our employees the
possibility to progress towards new career
perspectives in France and internationally.
1978
SHARE OUT THE PROFIT TO SHARE
MORE THAN JUST OUR PASSION
I joined Norauto
in 1991 taking on
the responsibility
of the Le
Mans centre and then the Brest
one in 1995. Later on, I became a
Commercial Specialist then Sector
Manager at Tours before taking
on the executive management
of Portugal in 2001. Today, with
executive responsibility for Argentina,
Norauto is giving me the opportunity
of a new challenge, the opportunity
to build something and surpass
myself in order to move forward. I
am concerned with passing on our
know-how,
our hunger for high performance and
certain values to the employees of
my teams so that they, in turn, seize
the opportunity to take on these
professional challenges.
Jean-Yves Menou,
Managing Director
Norauto Argentina
At Norauto, we share one passion,
values, but also the fruits of our labours,
while adapting ourselves to the applicable
legislation in the country.
• From 1978, we took the decision to share
the financial profits of each centre to the
employees working there so that everyone can
enjoy a share in the achievements to which
they contributed. This profit sharing scheme
is paid out through “quarterly bonuses”.
Profit-sharing
scheme set up
in the centres in
France
• Since 1980, our employees can become
shareholders through NORACTION, the
common investment fund (FCP in French) of
Norauto. This allows every employee, who
would like to, to become a financial partner
and player in the economic performance of
his business.
1995
Norauto reached
3000 employees
on its 25th
anniversary
1996
1st female centre
manager in
France
1998
Opening of the
workshop school
in Seclin, near
Lille
I became an internal instructor at Norauto so that I could
develop my technical and theoretical skills for myself but
above all so that I could share them. I like to share my love of
this job and cultivate the team spirit that is dear to us. Thanks
to internal training, the Norauto method is preserved.
Jean Marc Poli,
Norauto internal instructor
2005
Commitment to
encourage the
employment of
handicapped
people. Signature
of an agreement
on male-female
parity in the
workplace
We have thought about it
To preserve in-house skills and know-how at Norauto, we have the support
of 150 internal instructors. Thanks to them, nearly 10,000 training days are
organised every year.
10
11
The strength of our convictions
1993
1st funding of an
action for road
safety: the Tour de
France for learner
drivers
We are committed to sustainable
mobility
1995
Set up of
the Norauto
Environment
Program
A STRONG COMMITMENT...
Cars are today positioned at the centre of
global challenges such as climate change,
energy, waste management, mobility in the
city or even road safety. As a major business
player in its sector, Norauto is proud of its role
as a responsible business. That’s why the men
and women of Norauto have been committed
to programs for taking action in the areas of
road safety and protection of the environment
for almost 15 years now. Going further than
these programs, the Norauto Foundation,
created in 2005 allowed us to strengthen and
optimise our commitment, by giving us the
ideal type of structure for our undertakings
of patronage and solidarity, in order to
promote a united and responsible attitude.
TO TAKE TO THE ROAD IN TOTAL
SAFETY…
For the millions of customers who come
every year to our auto centres, road safety is
a necessity. For us and for every one of our
employees it is a challenge to be taken up:
we have taken a responsible approach to play
a part in the well-being and the safety of the
motorists who trust us and who we advise on
a daily basis. To do this, we have developed a
program along 4 lines.
It is this vision that prompted the creation in
2002 of the Norauto Prize for Road Safety, with
the objective of rewarding those associations
who have undertaken an exemplary practical
initiative. This big competition was extended in
2004 to associations throughout Europe and
it was relayed by our brand to each country.
The 4 axes
of the road safety program:
• Information, raising awareness and advice to motorists for improving their safety
• Raising awareness and prevention through the driving behaviour of the internal employees
• Selection and sale of safe maintenance and car equipment products; creation of high quality
services to be carried out by qualified employees
• Carrying out studies and opinion polls on the subject
2001
FOR A CLEANER WORLD
At Norauto, preserving the environment is
second nature. That’s why we take care of
what is done to the waste that is produced
by car maintenance. Since 1995, we have
put in place a program for managing car
waste towards recycling, recovery, re-use,
development channels.
In our auto centres, all the employees are
actors in this commitment through the sorting
of the waste linked to their activity and in
raising the awareness of our customers of
the need to respect the environment. We
encourage motorists, customers or not, to
come and bring in their polluting car waste
such as batteries and oils in our centres where
they are then sorted and treated.
In 2002, we made a commitment to obtain
the ISO 14001 certification in our centres.
With the certification of the pilot centre
of Argenteuil, we have signed up for an
ongoing aim to progress and improve our
environmental performance. Today, 169
centres have obtained the certification, that is
2/3 of our network.
12
The ISO 14001 standard is an international standard that has been written
into European law. It is intended to supply businesses with the elements of
an effective environmental management system.
This effectiveness is fully expressed when the environmental protection and pollution
prevention objectives work in a balanced way with the socio-economic needs of the
business.
2002
1st French centre
to get ISO14001
certification
(Argenteuil)
2005
Launch of
the Norauto
Foundation:
signature of the
European Charter
for Road Safety
Over the last twenty years or so, mentalities have changed
towards a genuine consciousness of the environmental
stakes. As a workshop and team manager, I am responsible
for the proper management of waste and recycled products
and I need to take care not to be wasteful. This rigour and this ecological
sensitivity that I have personally, is something that i feel is important to put into
practice daily in my work. I appreciate therefore the fact that Norauto takes
this commitment to heart and is making practical efforts with the ISO 14001
certification.
Franck Bouton,
Workshop manager of the Crèche sur Saône centre (France)
Focus
Signature of
a charter with
the Road Traffic
and Safety
Dept. (DSCR in
French) of the
French Ministry of
Transport
2006
Study carried
out on the wear
of parts by
Norauto Spain, in
association with
the University
Institute of Traffic
and Road Safety
(INTRAS)
2008
Launch of the
Norauto Groupe
Sustainable
Development
Charter
13
The road together
We communicate the values that bring us
together
1975
Opening of the 1st
Midas centre in
Europe (Belgium)
2001
ON THE SAME PATH...
Since its creation in France in 1970, Norauto
has progressively become an international
Group, leader in car servicing: Norauto
Groupe. The brands that make it up, Norauto,
Auto 5, Carter Cash, Maxauto, Synchro
Diffusion and Midas, have complementary
activities and develop their businesses
independently. While they all participate in the
well-being and comfort of the motorist, each
brand has a specific strategy and provides an
answer suited to its customers, with its own
products and services linked to the concept.
The brands of the Norauto Groupe share
an occupation, that of creating and selling
solutions of mobility, but above all a common
ambition and values.
TO MOVE FORWARD
This ambition is to be sustainably the first
choice for the majority of motorists, employees
and partners. It is the shared vision of strong
human and responsible values on which it
was founded that have made it successful,
different and given the Norauto Groupe its
personality. The Sharing of our know-how
and our passion, the Respect for differences,
for each person and for the environment,
the persevering Entrepreneurial spirit, the
Performance, that is sustainable and regular
thanks to our professionalism and our
enthusiasm, the Authenticity, in our relations
and in our passion for our job, these are the
foundational values of the Norauto Groupe:
this is what constitutes the bond between all
the employees and what makes each of the
brands and the businesses successful.
1,101 centres in the world
9,100 direct employees
1.3 Billion Euros
of sales turnover ex. VAT
Carter Cash
created (low price
store)
2002
Acquisition
of Auto5
(intermediate
sized auto centre,
Belgian brand)
2003
Acquisition
of Maxauto
(intermediate
sized auto centre,
operated mainly
as franchises)
Acquisition of
Synchro Diffusion
(auto parts
wholesaler)
2004
Acquisition
of Midas
Europe and
South America
(neighbourhood
maintenance and
service centres)
2006
Creation of the
new Group
identity
14
15
Norauto Portugal
Norauto Portugal Lda
Av. dos Cavaleiros n°49
2794-057 Carnaxide
PORTUGAL
Tél :+35 21 425 08 80
Fax : +35 21 425 08 99
www.norauto.pt
Auto5
Auto5 SA
Paepsem Business Park 20
Boulevard Paepsem
1070 Anderlecht
BELGIQUE
Tél : + 32 2 525 85 30
Fax : + 32 2 525 85 49
www.auto5.be
Norauto Espagne
Noroto SA
Centro commercial Alban
46100 Valencia
ESPANA
Tél :+34 9 63 16 03 00
Fax : +34 9 63 90 18 82
www.norauto.es
Norauto Pologne
Norauto Polska spzoo
Ul Jubilerska 10
04 190 Warsawa
POLOSKA
Tél :+48 22 51 51 060
Fax : +48 22 51 51 099
www.norauto.pl
Norauto Hongrie
Norauto Hungary Ltd
Varosmajor UTCA 13
1122 Budapest
HUNGARY
Tél :+36 18 80 62 00
Fax : +36 18 80 62 01
www.norauto.hu
Norauto Italie
Norauto Italia Spa
Corso Savona 85/1
10024 Moncalieri
ITALIA
Tél :+34 9 63 16 03 00
Fax : +34 9 63 90 18 82
www.norauto.it
Norauto Argentine
Norauto Argentina SA
Parque Comercial Buenos Aires
2 la Tablada
Camino de Cintura y av. Crovara
1766 La Matanza
Pcia de Buenos Aires
ARGENTINA
Tél :+54 11 44 80 44 00
Fax : +54 11 44 80 44 80
www.norauto.com.ar
Norauto Roumanie
Norauto Rom Services srl
Str. Batistei nr. 30
020938 Bucuresti, Sector 2
ROMANIA
Tel: +40 (0)374200180
Fax: +40 (0)374200183
www.norauto.ro
Creation: Concepts et signes – Photographs: Norauto Groupe, © Cyril Bruneau, Fotolia – Printed on paper from sustainable managed forests (FSC label) and 100% ECF
(Elemental Chlorine Free) – April 2009 – Ref: 264990
Norauto France
Head office
CRT, rue du Fort BP 225
59812 Lesquin Cedex
FRANCE
Tél :+33 (0)3 20 60 74 74
Fax : +33 (0)3 20 60 74 99
www.norauto.fr