In 2011, OTOKAR Turkey created its 100% subsidiary OTOKAR Europe S.A.S. to ensure sustainable growth for the brand in Europe:

• By providing support to its European distributor network
• By directly distributing the entire range of coaches and buses in France and, if necessary, taking part in invitations to tender in Europe.
• Acting as a European centre for spare parts.

OTOKAR Europe has set up a quality policy to establish a management system that is fully consistent with OTOKAR Turkey’s objectives, and to ensure that this system can guarantee customer satisfaction:

In France, by controlling the sale of vehicles and spare parts, the handover of vehicles sold, the coordination of after-sales and warranty obligations.

In Europe, by managing the sale of vehicles and spare parts. Coordination of after-sales and warranty obligations for Europe is handled by OTOKAR Turkey.

The quality policy implemented must ensure perfect consistency between the objectives of the manufacturer in Turkey, those of the distributors in Europe and those of the distributors’ partners within the Service Point network.

In this context, OTOKAR Europe aims to :

* To focus its continuous improvement approach on customer satisfaction.

• By continuously measuring the level of the customer satisfaction index.
• By listing the reasons for dissatisfaction in order to provide the most appropriate responses in terms of deadlines and performance.
• By communicating internally on the causes of dissatisfaction and the recommended remedies.

* To perpetuate good practice and develop the efficiency of the organisational system.

• By improving procedures and ensuring that they are followed.
• By introducing fast and efficient complaints handling.
• Implementing a risk-based approach.

* Improving working conditions and enabling staff to progress.

• By constantly reviewing the match between managerial skills and customer requirements.
• By ensuring that technical skills are kept up to date through appropriate training.

The terms of this quality policy are communicated to all OTOKAR Europe staff. Each year, quality objectives are reviewed at the Management Review. A quality manager is appointed to ensure the effectiveness of the QMS.

Only the investment and active participation of everyone will enable us to achieve our quality objectives and fully satisfy our customers.

Roissy en France The Chairman

01/07/2016 Ali Murat Atlas