a paradigm of change and renovation

When looking at the Group's recent years, it is inevitable not to feel the desire for change, agility and renewal that emerges from the various operating and business segments that constitute it.

With the acceleration of the growth of the organisation itself and in an increasingly challenging and demanding market context, it becomes crucial that the management models, processes and systems keep up with that same speed, taking maximum performance and efficiency out of the equation.

Today, and with an increasingly proprietary vision of what transformation is in the light of our context, there are countless action fronts that advocate a more agile, modern tomorrow that guarantees our leadership in the sector.

organisational transformation programmes: the basis of our evolution

With the start of its first wave of implementation in 2017, Core is the voice of the Nors Group's digital and technological transformation.

The year 2022 marked the continuation of the 2nd wave of the project, which began in the last four months of 2021. This stage of the project brought with it the challenge of transforming the Group's heavy mobility business in Portugal: thus, the companies Auto Sueco Portugal and Galius were absolutely committed to designing the technological solution that will transform the organisation's working model.

Throughout the year, more than 650 employees were involved in the implementation of rapid development tools and methodologies that will ensure greater agility in the delivery of new skills and services to the various stakeholders of Nors (customers, suppliers, partners and employees).

The new technological solution will position these businesses as leaders in their sector, through new and more efficient processes supported by tools that will boost their performance:

• A 360 customar app - which will enable global interaction between customers and the business as a whole

• A new CRM - a new approach to managing the entire customer journey

• A digital After Sales - a fully digital process from vehicle booking, reception and delivery

• A new DMS - revolutionising the dealership management systems

Starting in 2019, Flow represents a new paradigm of operational efficiency, aiming to transform the after-sales areas of the Nors Group companies. Assuming a role as an element of change in the business model at the after-sales level, it aims to be the anchor programme that promotes the cultural transformation of the organisation, through the performance management of the operations, the involvement and empowerment of the teams and the optimisation and automation of processes, through the inclusion of the technological layer.

As a programme based on Lean methodologies, the optimisation and adaptation of after-sales operations to the future needs of the customers of the various companies of the Group is the main objective of this journey of optimisation and technological transformation. It is intended that Flow embody a robust Operational Efficiency model, in line with a world in constant change.

THERE ARE FOUR MAJOR AREAS OF TRANSFORMATION FOR FLOW:

Processes

Planning

Teams

Digital

SUPPORTED IN THE FOLLOWING PHASES:

Diagnosis

Implementation

Evaluation/mediation

With an approach focused on creating value and making the most of employees' time, Flow presupposes the assessment of where we are, the definition of where we want to be (through the drafting of an action plan), the right indicators to measure our performance, a culture that promotes change and constant improvement and, unavoidably, the necessary technology for the digitalisation of processes. Our reality will not be transformed in a flash, but rather it will be built and consolidated by small, successive changes that will enable us to achieve a more efficient tomorrow.

Andreia Barros Operational Efficiency ManagerFlow Coordinator

In 2022, the programme started a new implementation phase through the companies Auto Sueco Automóveis and Galius, in Portugal and Auto Sueco São Paulo, in Brazil. For 2023, the implementation pipeline is equally ambitious by extending its implementation to operations in Canada and Angola.