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•COMPLY WITH ALL REGULATIONS

•SAFE TO CONSUME

•COMPLY WITH ALL REGULATIONS

•SAFE TO CONSUME

• COMPLY WITH DANONE’S BUSINESS PRINCIPLES

• COMPLY WITH DANONE’S BUSINESS PRINCIPLES

• CONSISTENT WITH AGREED HIGH QUALITY STANDARDS

• CONSISTENT WITH AGREED HIGH QUALITY STANDARDS

TASTY, NUTRITIOUS & VALUE-FOR-

MONEY

TASTY, NUTRITIOUS & VALUE-FOR-

MONEY

Align and Make consistent Quality System with consumer expectationsAlign and Make consistent Quality System with consumer expectations

Satisfy consumer to build loyalty

Satisfy consumer to build loyalty

USPOffer genuine health

Benefits and keep promises

USPOffer genuine health

Benefits and keep promises

Protect consumer safety and control risks

Protect consumer safety and control risks

Consumer Expectations

Consumer Expectations

Feedback / Continual

Improvement

Feedback / Continual

Improvement

Quality Management: Targets / Specifications & operating procedures

Quality Management: Targets / Specifications & operating procedures

AIB / HACCP / Traceability / Food Risks managementAIB / HACCP / Traceability / Food Risks management

Quality system support

Quality system support

Quality System A tool to make the business growth Quality System A tool to make the business growth

Direction CRM

C ROUSSILLON

Directeur CRM B to C

S. JUBAULTAssistante

S. CHATILLON

Call Center

ML. DEVILLERS

Internet

F. JEUFFROY

Internet/Call Center

M. DUPORTAL

Rewards et BDD

S. EMERIAU

Rewards / BDD

S. CLOUARD

Magazine DANOE

PA. FANTUZZIEtudes

P. PIQUERASAchat

A. NETANGEDSI

Interface

BU

LU

D FR

DEF

Bledina

Externalisation 

Sitel Nurun+ IBM

Acxiom Ag PublishingHachette

Wunderman: Conseil / Reward

Secodip NielsenIpsos

Amérique du Nord

39 Sites/59%

Amérique Latine

10 Sites/7%

Europe27 Sites/31%

Asie Pacifique

4 Sites/3%

* Inde

* Jamaïque

* Panama

* Monterrey

* Localisations Offshore

* Nouvelle Zélande

* Canada

* Maroc

SITEL – l’Acteur Global

SITEL gère 2 millions de contacts par jour pour plus de 300 clients dans 25 langues

Italy Positions

• Milan 200

Maroc Positions

• Casablanca 300

Allemagne Positions• Krefeld 540• Dessau 286 • Site Client 53

Irlande Positions• Dublin 328

UK Positions• Kingston upon Thames 535• Moor Park 500• Newcastle upon Tyne 448• Stratford upon Avon 290• Pinner 33• On client site 150

Espagne Positions• Barcelone 225• Séville 235• Madrid - Retama 732• Madrid - S Fernan 525• Alcobendas 332• Site Client 255

France Positions• Paris 452• La Rochelle 600• Site Client 93

Danemark Positions• Copenhague 50

Portugal Positions• Lisbonne 117

Pays-Bas Positions• Eindhoven 349

Belgique Positions• Brussels 558

Suisse Positions• Orebro 229• Site Client 9

Europe 11 pays - 27 centres de contacts – 8 550 positions

Satisfaction Globale

58%60%62%64%66%68%70%72%74%76%78%

janv-03 févr-03 mars-03

avr-03 mai-03 juin-03 juil-03 août-03

sept-03

oct-03

Satisfaction GlobaleObjectif de satisfaction du consommateur : 80 % à 85 % des contacts.La moyenne SITEL est de 71% de satisfaction globale sur 2003.

Moyenne période mesurable

73.4%

System for key performance Indicators

VOCuVoice of Customer

VOCoVoice of Consumer

VOBVoice of Business

VOTVoice of Technology

KPI

Customer/Consumer Relationship Management

Voice Of Customer

Voice Of Consumer

Voice Of Science

Voice Of Business

Sales admin.

Quality CRM

Emergency Committee

Tele-advisor Sitel

Dietician Quality

Emergency Committee

Emergency Committee

Food Safety Center

Food Safety Quality

Regulatory Affairs

R&D QualityR&D

Level 1 CrisisLevel 2

Consumer Relationship Management

Voice Of Consumer

Tele-advisor Dietician Quality

Emergency Committee

Level 1 CrisisLevel 2

• Les « opératrices diététiciennes » du Call-Center répondent

• Les diététiciens du Groupe Danone répondent … dans la journée

• Le Responsable de la Cellule de crise prend le dossier en main

95% des appels ont

une réponse

100% des appels ont une réponse dans la journée

Traitement selon le niveau 1 – 2 – 3

Concept selection matrix

1.QUALITY (RELIABILITY)1. New Car Defects , Powers , CAMIP2. Firs t and Second owner´s Random Defects3. Component, too early Wear Out4. Vehicle Core Wear out (Life Span L50)

6 7 8 9

2.DESIGN1. Exterior Des ign2. Interior Des ign3. Exterior & Interior Craftmans hip, Flus h & Fit4. Identity

3.TRANSPORTAB./SPACIOUSNESS1. Roomines s Related to Car S ize2. Flexible Loading Capacity3. Convenient S tep In & Out4. Trunk Capacity and Payload5. Vehicle Weight6. Fuel Range

4.PERFORMANCE/MODERN ENG.1. Handling (Handling P leas ure)2. Accelaration, Wide Torque Range3. Driveability, Trans mis s ion Performance, Uns tres s ed Power4. Traction and Influence on Handling (RWD)5. Top Speed6. Brakes

5.COMFORT1. Seat Comfort2. Driver Ergonomics (Ind. Vis ibility,Lights ,Was h&Wipe)3. Interior Clas s . Pas s enger Convenience4. Climate Comfort5. Nois e-Vibration-Hars hnes s (Ind Sound Identity)6. Ride Comfort7. Exterior and Interior Cleanability8. Equipment Content. Colours and Options

6.SAFETY / SECURITY1. Active Safety (Emergency Handling & Braking)2. Pas s ive Safety3. Security

7.ECONOMY1. Value for Money, Second Hand Price2. Fuel Efficiency, Fuel Cos t, "Real Life" Fuel Cons .3. Ins urance Clas s ification4. Service Intervals , Serviceability, Service Cos t5. Manufacturability6. Market awrnes s7. Number of markets8. Sales performance

8.SOC. MISSION/ENVIRONM. CONCERN1. Emis s ions , Ahead of Legal Requirements2. External Nois e, Ahead of Legal Requirements3. Environmental Friendly Materials in Us e&Scrapping4. Vehicle Recycleability

PRODUCT PROFILE M96-97 in F - Premium Segment

Profile Avg

SegmentProgress 93-97 +/-0,5-1 unite5

M95 M97

Area

Brand TradeOff To

Premium Key succes factor

DRIVERS

Cost

5.5 2

2

Poorprocesses ?!

3.5

3.5 5.1 5.5

5.5 5.8

5.8

5.8

1 Cost

1 Cost

4.1

5.7

NONE!

NONE!

NONE!

NONE!

1 Cost

4.1 4.4

3.5

4

2 3.1 3.5

4.1

2 7.2

Status Project Phas e 1 2 3 4 5

Decision data

Concept name: No: Competitors Known Alternatives

Area Unit Target 1 2 3 4 reference Evolution A2 A3

Concept Definition & Technology

Key words

Customer Musts/ Brand Fulfillment

Rating

Dependability Rating

Affect on environment Points (difference)

Finance NPV (difference)

Manufacturability Rating

Serviceability Rating

Risks Relative scale

Architecture/ commonality/ constraints

Rating

Lead time/ Validation

(Weeks to) Hardware

Delivers voice of product quality status into voice of complete product

Concept Selection Process

Product profile

Product Quality Concept

Global Key Performance Indicators/Voice of Customer

Precision 8,8 %

Receptivity 6,9 %

Speed 6,9 %

Prev. maint. 6,6 %

Training 5,7 %

Appl. Support 5,7 %

Compl. handl. 4,6 %

Quick resp. 4,6 %

Rel. Custom. 4,6 %

Tech. collab. 4,6 %

Vitell

0 10 20 30 40 50 6070 80 90 100

Vitell

Vitell

Vitell

Vitell

Vitell

Vitell

Vitell

Vitell

Vitell

70

KPI system at Danone