Making things easier and better for Motorists

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Our 1st openings
Belgium
2002
France
1970
Portugal
1996
Spain
1986
Conception : Concepts & Signes
Photos : Norauto - Marc Tulane
Régis Lelièvre - Réflexion Tekhné
Printed on paper (100% ECF)
resulting from forests managed
in a responsible way
January, 2008
2
Argentina
1998
Poland
1998
Hungary
2006
Italy
1991
Sommaire
Norauto people share :
The sense of service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
The taste for performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
The choice of confidence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
The team spirit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
The strength of our convictions . . . . . . . . . . . . . . . . . . . . . . . . . . 12
The road together . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
3
The sense of service
Our car centres make life easier for you
A simple idea to make life easier
for car drivers
On 2 October 1970, Eric Derville, the Group
Founder, opened the first Norauto centre
in Englos, near Lille, France. We were then
pioneers in the car centre concept which soon
proved its worth. At the time, behaviours
were changing; the French people travelled
more and got to like self-service. Besides, cars
had become a mass market product owned
by 64% households in 1975. Against such a
backdrop, the combination of a self-service
store with an assembly and repair workshop
met the expectations of motorists in terms
of improvement, maintenance, comfort and
safety.
In France, the beginning of the
1970’s witnessed the rapid expansion of
hypermarkets with wide car parks and
customers who came by car. Customers
would come from a distance and stay for a
long time. The idea of offering car services
to them at the same location seemed quite
logical. The car centre soon responded
to customer’s desires, with a clear offer,
low prices, and extended working hours
- in a convenient and dynamic commercial
environment.
Eric Derville,
Founder of Norauto
The sale-assembly combination rapidly proved
Some global figures
successful and in 1986, we exported our
concept abroad with the opening of the first
Norauto centre in Spain. Norauto’s global
•
More than 350 centres
•
We operate in 8 countries
•
We employ more than
7,000 people
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development continued; while adjusting to
the expectations and specificities of each
country, we contributed our expertise and
our convenient concept. We now are the car
centre leader in Europe and contribute to
making life easier for millions of car drivers
each year.
A relevant concept
Since the 2000’s, driving has been part of
product line, which is periodically extended,
daily life and more than 80% French people
then is offered for sale in the stores of our
have a car. Cars symbolise freedom, they have
depots. Based on our experience, we develop
become a living space; they are customised
our services and now maintain all vehicles,
and should be convenient.
whatever their makes or models.
To respond to such expectations, Norauto
designs the most relevant products and
Norauto has always been able to adjust to
services for the serenity of motorists. Facing
changing markets and vehicles, but, most
the development of over-equipped vehicles
importantly, we are able to anticipate the
and high-tech products, we make investments
desires and expectations of motorists to
into continuous training for our employees
meet their growing need for comfort and
and into state of the art equipment. At the
safety. These are challenging demands for
same time, we continue innovating regularly
continuous performance and innovation met
to create a range of Norauto products; our
by our dedicated teams, constantly focusing
History
on customers.
1970 : Opening of the 1st Norauto
centre in France, near Lille
1986 : Opening of the 1st Norauto
centre abroad in Spain
1993 : Opening of the 100th Norauto
centre in France
1998 : Norauto gained a foothold in
South America with Argentina
2007 : Opening of the 350th Norauto
centre
The car centre concept offered by Norauto is innovative in
Hungary, where we are positioned between extremely costly car
dealers and small, poorly-equipped workshops in a market that
wants clarity. Car centres therefore provide many advantages
in terms of transparency, choice and extended opening hours.
Norauto was able to carefully listen to our future customers and
thereby bring cars and people closer together. Now, our teams
need to rise to this challenge…
Peter Bakucz,
Director of the Dunakeszi centre (Hungary)
opened in 2007
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The taste for performance
We innovate for your peace of mind
and comfort
A variety of products to choose
from
Norauto wants each motorist to find the
Norauto makes a difference with our capacity
product which he/she needs at the appropriate
to innovate, as we develop Norauto products
price, because we believe that comfort should
focused on car improvement, maintenance
never be compromised for a question of
and comfort. On the basis of our experience,
We thought
of it
budget. This is the reason why we offer three
we develop products that meet a requirement
product ranges, so that each car driver may
for the best value for money. These Norauto
make his/her choice according to his/her own
products developed in close cooperation with
Our Norauto product
line is covered by a
maximum guaranty
- batteries are
guarantied for 3 years,
tyres are guarantied
for 5 years or 40,000
km… Our products
also provide to our
customers technical
innovations or extra
features designed to
make life easier for
them - e.g. our roof
boxes are fitted with
the easy fit system,
a Norauto exclusive
feature that enables
customers to install
the box in a few
seconds, with no need
to make holes or use
tools.
requirements:
engineers and suppliers now are the best
alternative to original parts and national
• Low price, reliable and quality-controlled
• Norauto brand products - the alternative
All products and spare parts that we sell are
between low price products and major brand
available in self-service in the stores of our car
products; quality products 20% less expensive
centres; they are divided into the following
than manufacturers’ brands.
groups:
• National brand products - for quality
products strictly selected from recognised
suppliers.
• Sound & multimedia
• Equipment for comfort & safety - seat
covers, mats, infant seats…
In cooperation with major motor vehicle
• Products for leisure activities and travels -
equipment manufacturers designing factory-
roof boxes, towing attachments, road maps…
approved parts for the vehicles we service,
we offer as spare parts products that meet
high quality standards. For this, we rely on a
network of manufacturers which are mainly
located in European Union member states and
meet standards determined by legislation.
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products.
products.
• Car customisation & tuning
• Tyres
• Technical parts, cleaning products…
Trained and efficient employees
for quality services
For workshop-based services, we believe
that motorists should be able to receive the
best service at the best price, whatever the
make or model of their vehicles. This is why
Norauto is committed to periodically training
our employees so that their skills may remain
aligned with the technological breakthroughs
of the car industry.
• Replacement of the drive belt, alternator,
starter
• Installing embedded electronics: sound,
multimedia, alarms…
• Oil change, maintenance, servicing
• Fitting tyres, setting geometry, nitrogen
blowing
• Replacing exhaust systems, shock
absorbers, brakes
Beyond their know-how, employees who work
in our workshops have a passion for technique
and are always happy to give advice. Norauto
carefully listens to our customers to assist
them on a day to day basis and help them plan
• Checking the ignition system, load,
replacing the battery
• Air conditioning
• Fitting towing attachment
• Any diagnosis
their car servicing operations, by anticipating
their needs and desires. We are convinced
Depending on countries, the offer may change
that the quality of our service determines our
to meet the requirements of local customers
performance and success.
and composition of the car fleet (make,
In our centres, we make diagnoses, maintain,
model).
improve and customise vehicles, whatever
customers, by appointment or at any time:
• Electronic diagnosis for the maintenance
of the most recent vehicles
History
their makes, for the safety and comfort of our
1986 : Launch of the 1st own brand product
- Norauto oil
1995 : Launch of own brand tyres - Norauto
3000
1996 : Launch of Norauto roof boxes
1998 : Launch of Norauto shock absorbers
2006 : Launch of Norauto Prevensys tyres
2007 : Launch of the Norauto brakes range
and “(p)revision” maintenance services
7
The choice of confidence
We handle technique, for your pleasure
Custom service for satisfied
customers
Transparent services for a
guarantied service
Customers are at the heart of Norauto’s
To meet everyone’s expectations, we bank
concerns. Our teams carefully listen to car
on close, strong relationships and work each
drivers and anticipate their expectations to
day towards maintaining our customers’
offer them the best solutions. Whether our
trust. There are no unpleasant surprises with
customers may be experts, DIY enthusiasts or
Norauto - our prices are fixed and clearly
absolute beginners, Norauto people adjust to
shown; we keep to our quotations and meet
everyone’s needs and desires. We apply our
time scales. Our customers have the right to
best efforts so that our car centres may release
change their minds: we exchange or repay
them from their constraints. In our centres,
their purchases under certain conditions. We
our customers will find guidance and multiple-
also believe that serving our customers means
make expertise, a wide range of products
being available before and after their visits -
and services at reasonable prices. This is why
our products and services are guarantied in all
Norauto receives customers 6 days a week
countries where we operate.
during extended opening hours for customer’s
History
convenience.
8
We thought of it
1987 : 1st TV advertising campaign
1994 : Launch of the loyalty card
1998 : Publication of the 1st product handbook
Whether you had an incident, or need
non-planned repairs or advice,
Norauto people will take in vehicles
in our workshops 6 days a week by
appointment or at any time. Our
customers who prefer planning things
without moving can contact their
centres by phone or via our Website:
www.norauto.com
Carefully listening to customers
for long-term relationships
As better understanding our customers means
new, any on-going special offer… We also
having the capacity to better satisfy them,
periodically communicate such information
our database enables us to register their
via mails, leaflets or product manuals. Finally,
purchases and requests for services in each
our most loyal customers are rewarded with a
centre. To facilitate relationships with our
loyalty development programme which offers
customers, we make available to them our
advantages and extra services.
phone centre and Website facilities which
they can use to plan appointments, obtain
recommendations or information on anything
9
The team spirit
We work together to share our passion
Taking the necessary steps to
develop people
As we believe that service lies at the core of
Norauto gives everyone the opportunity of
our trade, Norauto gives priority to training so
successfully completing his/her work project
that each one of our employees may become
and career, whatever his/her background. We
an accomplished professional with a keen
encourage internal promotion and offer our
sense of service and an expert in his/her trade.
employees new career prospects worldwide.
To materialise this vision, the new training
centre in Lesquin, France – “The Training
Institute” - combines the Mechanics’ School
and the University of Centre Managers. Elearning courses have also been accessible
over our Intranet since 2003. At the end of
these sessions, knowledge gained is certified
and enables our employees to develop their
skills and be promoted in our organisation.
We thought of it
In order to preserve our own skills
and know-how, Norauto relies on its
150 in-house trainers. Almost 8,000
training days are planned each year
thanks to them.
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I joined Norauto in 1991, when I
was appointed as manager of the centre
in Le Mans and then Brest in France in
1995. Later, I became a Sales Expert
and then Local Director in Tours. Then, I
was appointed as General Manager for
Portugal in 2001. Today, with this position
as General manager for Argentina,
Norauto gave me the opportunity of rising
to a new challenge and of undertaking
a new project, and surpassing myself, to
keep moving forward.
I am committed to conveying to employees
working in my teams our know-how, taste
for performance as well as certain values,
so that they may take the opportunity of
rising to such challenges in turn.
Jean-Yves Menou,
Norauto General Manager
Argentina
Distributing profits to share more
than our passion
Norauto people not only share a passion and
values, but also the fruit of their work, by
adjusting to laws applicable in countries.
•
As early as 1978, we decided to share the
profits of each centre with the employees who
work there so that everyone may benefit from
the performance which he/she contributed to.
This profit-sharing scheme is reflected by the
payment of “quarterly premiums”.
•
I became an internal trainer for Norauto, not only to develop
my own personal technical and theoretical skills, but also, most
importantly, to share them. I love to convey my passion for this job
and maintain a team spirit, a value which we hold dear. With inhouse training, the Norauto method is preserved.
Jean Marc Poli,
Norauto internal trainer
NORACTION, Norauto’s mutual fund was
introduced in 1981, giving to our employees
the opportunity of holding shares. Each
employee may therefore become a financial
partner and take part in the economic
Focus on France: Giving everyone
a chance to build success together
performance of his/her organisation if he/she
so wishes.
For Norauto, diversity is a major corporate
issue. This is why we are committed to
the employment of disabled people, the
History
inclusion of the young people, and equal
1978 : Introduction of profit-sharing schemes in centres
opportunities at work between men and
in France
1995 : Norauto employed 3,000 people on its 25th
anniversary
1996 : 1st woman holding a position as Centre
Manager in France
1998 : The school-workshop opened in Seclin, near
Lille, France
2005 : Commitment towards the employment of
disabled people. An agreement was signed on equal
opportunities at work between men and women
2007 : A three-year agreement was signed to enhance
our commitment towards the recruitment, inclusion and
maintenance of the jobs of disabled people
women.
In
2005,
in
connection
with
the
implementation of an agreement on equal
opportunities at work between men and
women, we created in France a watch
commission that includes the human
resources team and trade unions. With the
execution of this agreement, our objective
is to reach the threshold of 10% women in
workshops.
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The strength of our convictions
We are committed to sustainable
mobility
A strong commitment
Taking the road in full safety
The car industry now lies at the heart of global
For millions of customers who visit our car
issues such as climate change, energy, waste
centres each year, road safety is an absolute
management, mobility in cities or road safety.
requirement. For us and for each one of our
As a key economic player in our industry, we
employees, this is a challenge to rise to - we
are proud of our role as a socially-aware and
adopt a responsible approach to contribute to
responsible organization. This is illustrated
the comfort and safety of motorists who trust
by our commitment to action plans launched
us and receive our recommendations each day.
almost 15 years ago to promote road safety &
For this, we have developed a programme
the preservation of the environment. Beyond
focused on 4 aspects:
these schemes, the Norauto Foundation,
which was created in 2005, has enabled us to
reinforce and maximise our commitment, as
we now have a sustainable organization for
our sponsoring actions to promote solidarity-
History
oriented and responsible driving.
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1993 : 1st time Norauto supported an action promoting road
safety - the “Tour de France” of young drivers
1995 : Implementation of the Norauto Environmental
Programme
1996 : Launch of the workshop physical certification
process in Spain
2001 : The 1st policy was signed with the “Direction de
la Sécurité et de la Circulation Routière” (Road safety and
traffic department) (DSCR) from the French Ministry of
Transport
2002 : 1st centre to be awarded the ISO 14001 certification
(environmental standard): Argenteuil in the area of Paris
2005 : Launch of the Norauto Foundation; the European
Road Safety Policy was signed
2006 : Survey on parts wear by Norauto Spain, in
cooperation with the Road safety and traffic academic
institute (INTRAS)
Focus on all 4 points of the road safety
programme:
• Information, awareness-raising and guidance to
motorists for better safety
• Making employees better aware of and
preventing unsafe driving in-house
• Selection & sale of safe car cleaning products
and equipment; provision of quality services by
qualified employees
• Surveys and polls on this issue
In 2002, the Norauto Road Safety Awards
were initiated to pursue such a purpose. The
objective is to reward associations which
led standard-setting initiatives in the field.
This major competition was extended to
associations all over Europe in 2004 and it is
covered by our brand name in each country.
For a clean world
With Norauto, preserving the environment is
preserve the environment. We prompt motorists
second nature. This is the reason why we are
- whether or not they are customers - to come and
concerned about what happens to the waste
deposit their car-related polluting waste such as
generated by car servicing in our industry. In
batteries and oils in our centres where they will
1995, we introduced a car waste management
later be sorted and treated.
programme involving recycling, collection,
reclamation, and recovery lines.
In 2002, we embarked upon the ISO 14001
certification process for our centres. With the
In our car centres, all our employees are
certification of the pilot centre in Argenteuil, we
actively involved in this approach as they sort
launched an approach focused on the progress and
waste generated by their activities and make
permanent improvement of our environmental
our customers better aware of the ways to
performance. This first attempt was a success as at
the end of 2007, two thirds of our French centres
have been certified.
Mentalities have changed for some
twenty years, and now, people have
really become aware of environmental
issues. As Workshop Supervisor and Team
Manager, I am responsible for the proper
management of waste and recycled
products and I have to be careful about
wasting resources. It is important for me
to be able to demonstrate this personal
concern and awareness of environmental
issues on a day to day basis at work. So, I
appreciate the fact that Norauto feels very
strongly about this issue and developed a
socially-oriented approach, and became
concretely involved with the ISO 14001
certification process.
Franck Bouton,
Workshop supervisor
Centre of Crèche sur Saône
(France)
Zoom
The ISO 14001 standard is an international
standard adjusted to the laws of Europe.
Its purpose is to give businesses tools
to implement an efficient environmental
management system.
Such efficiency is shown when objectives
pursued to preserve the environment
and prevent pollution fall in line with
the social and economic requirements of
businesses in a well-balanced manner.
13
The road together
We convey values that bind us closer
together
Along the same path ...
Moving on together
Ever since Norauto was founded in France in
This vision is to be the first choice for the
1970, we have progressively become a global
greatest number of motorists, employees
Group ranking number one in the car service
and partners in the long run. The success,
industry - Norauto Groupe. The brand names
difference and personality of Norauto Groupe
which compose such Group - Norauto, Auto5,
result from our shared view of strong human
Carter-Cash, Maxauto, Synchro Diffusion &
and social values on which the group was
Midas - complement one another in terms of
built. The founding values of Norauto Groupe
activity and develop independently. In fact,
are our desire to Share our know-how and
each brand name has a specific position and
passion, our Respect for differences, for each
provides a response adjusted to its customers,
individual and our desire to preserve the
with products and services related to its own
environment, our resolute spirit of Enterprise,
concept.
our sustainable and consistent Performance
To assume its duties as car services designer
based on our expertise and enthusiasm, our
and seller in the best possible way, Norauto
Authentic relationships and a true passion
Groupe relies on a vision and founding values.
for our trade. These values are the link that
bind all employees together and ensure
the performance of each brand name and
History
organization.
14
1975 : Opening of the 1st Midas centre in Europe
(Belgium)
2001 : Foundation of Carter-Cash
2002 : Acquisition of Auto5
2003 : Acquisition of Maxauto
Acquisition of Synchro Diffusion
2004 : Acquisition of Midas Europe & South America
2006 : Creation of the new identity of the Group and
launch of the Website: www.norautogroupe.com
Some figures
•
More than 1,000 centres
throughout the world
•
More than 10,000 employees
•
Turnover: more than 1.3 billion
euros exclusive of tax
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