BNP Paribas holds the ambition, as expressed by Baudouin Prot, the Group’s Chief Executive Officer, of becoming a banking group that stands out as a benchmark in the realm of satisfying all customers, individuals, companies and institutions alike.
 
The Group’s top Quality priorities are:

• Continuous improvement in customer satisfaction 
• A Quality policy that leverages corporate development
• A highly motivated staff striving to reach such objectives
  
  
  

Reflecting this policy, Arval has been striving to develop and enable its customers to benefit from its considerable experience and expertise in the Full Service Leasing of corporate vehicles; with Service Quality  considered  a strategic objective at the heart of the business.

Measuring service performance provided to customers has become essential. More and more subsidiaries track service quality in different ways and by 2010 every subsidiary will be evaluating service quality performance using an independent  research company and best in class methodology. Arval also measures the perception of drivers in many subsidiaries to ensure continuous improvement and on going learning about how to improve.

Service quality performance also has an impact on the variable part of  compensation  for more and more Arval employees.

Within the Arval Group several subsidiaries are ISO 9001 certified for all or part of their activities and, in accordance with the customer satisfaction level, and  improvement processes are placed at the centre of its “ Service Quality” strategy.
 
For several years Arval has developed a continuous quality improvement programme  (ACE) based on the Lean Six Sigma model, broadly developed  in the industrial world, and more recently in the services sector. This programme consists of conducting process optimisation projects to improve our productivity and service quality based upon customer needs.

Arval’s experience in 22 countires provides a  constant wealth of new ideas and new solutions that we are able to share through best practice networks to constantly improve service quality in every area from sales to operations, and right through to the end of a vehicle contract.

Qualitative and quantitative objectives for service quality improvement are driven directly from feedback from customers and drivers as well structured research and Arval are determined to ensure overall customer satisfaction.