By taking the head of Jaguar-Land Rover, in July 2020, Thierry Bolloré accepted a complicated challenge. Owned by the Indian group Tata Motors, the British company is indeed going through a troubled period. Before changing boss, she had to announce the loss of several thousand jobs, after suffering significant losses. The feline brand, which barely exceeded the 100,000 mark in 2020, appears to be in particular difficulty. But Thierry Bolloré estimates losing 100,000 sales each year due to the unreliability of the products of the two manufacturers. From his arrival, he had thus made this site a priority.

This is the first pillar of Reimagine, our recovery plan, he said in an interview with our British colleagues from Autocar. Our results were unacceptable, but we know how to fix it. It’s not rocket science, it just requires hard work.

It must be said that Jaguar and Land Rover had become too accustomed to finishing at the back of the pack in customer satisfaction surveys, on all continents.


Improvements already observed

thierry bolloré reliability
Thierry Bolloré, boss of Jaguar-Land Rover since July 2020, has made reliability the “first pillar” of Reimagine, the company’s recovery plan.
jaguar land rover customer satisfaction
For years, the two manufacturers have unfortunately been used to finishing at the back of the pack in numerous customer satisfaction surveys.

To remedy this, Thierry Bolloré quickly created a new position of “Executive Director of Quality and Customer Satisfaction”, confided to Nigel Blenkinsop. In the longer term, it is also planned to reduce the complexity of the products offered and improve their design. The transformation of Jaguar into a 100% electric brand from 2025 could also simplify the task, since it will require fewer parts than for the current thermal models. But the French boss, defector of Renault, is already welcoming some progress. The costs of taking over the guarantee would thus have fallen by a third in 2020 compared to 2019.

Source: Coach

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