The Group's vehicles are sold in over 100 nations. Piaggio has its own sales network on main European markets, in America, India and Asia Pacific, while it operates through importers in other areas of EMEA and Africa.
Dealers and their staff represent the main communication channel for managing customers and for conveying the corporate image, assisted by the activities of the Group’s Customer Service department. Product quality and the services provided to the customer in general are the company's top priorities.
Our customers are the testimonials of the quality of our vehicles and together with our brands and know how, are the cornerstones of our business.
Piaggio markets its vehicles mainly by participating in the MotoGP Championships and other competitions, by taking part in industry trade fairs worldwide, and organising test rides and events/rallies promoting the Group's various brands.
To continually improve the quality of its vehicles and perceived comfort, Piaggio has put in place a product development process that is detailed, precise, robust and binding, an outgoing quality audit process that is customer-driven and an effective product and constantly monitors data from the service network on customer issues.
The Group also has dedicated functions, which test the reliability of all new and existing products, from initial design to marketing. Tests are not limited to laboratory testing, but also to dynamic road testing based on different purposing profiles, based on the actual use of vehicles by customers.
Finally, during 2020, following the Covid-19 health emergency, the Italian dealers of the Piaggio Group took measures to deal with the security needs of this period. Via the web, customers can book a new vehicle by choosing their preferred version, trade in an owned vehicle, select the purchase terms, take advantage of the many promotions and different types of financing offered, up to receiving their new bike or scooter directly at their home. However, sales locations, with related service centres, have stayed open, even in areas with tighter restrictions, in compliance with regulations in force; these guarantee all services to customers who, thanks to self-certification, can go to a dealer or centre in person, to have their vehicle serviced. This is a tangible sign of being close to customers, to continue to offer the safest mobility, at the most advantageous conditions. Today, scooters and motorcycles offer a certainty of easy, cost-effective mobility, that complies with all the rules on social distancing and safety and is the best guarantee of mobility and freedom.
Quality systems certification
Achieving and maintaining quality management system certification at global level (ISO 9001:2015) is part of the company's shared culture and belongs to all Group employees. The results obtained in terms of product reliability, improving process performance, increasing customer satisfaction (internal and external customers) stem from the fact that all employees pursue quality, customer focus, continual improvement and excellence as part of their everyday activities.
The quality of Piaggio products also depends on the quality of its supplies. The Piaggio Group is very much involved in scouting and audits, in order to select new suppliers, constantly monitor quality levels and approve processes for the development of new components. Piaggio's auditors carry out these activities through scheduled supplier audits.
New suppliers only become part of Piaggio’s “base” after a detailed and positive assessment of their production processes, the products that derive from them and certification of the functions, dimensions and materials described in the project specifications.
Audits, which are requested by the Purchasing Department, evaluate a potential supplier's quality system and capacity to develop the product in question.
Suppliers successfully evaluated and included as qualified suppliers may also be subject to process audits in the event of:
- the development of new products;
- the resolution of problems identified during mass production;
- problems reported during the vehicle warranty period.
Audits for new products are scheduled to evaluate the supplier's capacity to manage the processes necessary to manufacture the new product and provide technical support in defining and controlling these processes as and when deemed necessary or as requested.
Audits for consolidated products are performed to solve specific problems identified during production, verify the supplier’s capacity to control processes involved in product manufacturing and periodically monitor improvement in services in terms of output/complaints16, to resolve problems identified under warranty and, finally, to verify the effectiveness of corrective actions taken by suppliers to prevent these problems reoccurring.
Quality control of finished products
Piaggio has a comprehensive quality management system to monitor product quality levels in the various stages of the production process and prior to dispatch to the customer. The standard procedures introduced in all Piaggio Group plants enable the constant monitoring of the quality of all vehicles produced, ensuring product standards that fully meet both regulatory and type-approval specifications and the expectations of the end customer. Each vehicle manufactured at Piaggio Group sites is subject to multiple quality controls throughout the assembly process and at the end of the line. In addition, off-line checks are carried out at pre-established intervals by highly qualified and trained personnel, according to procedures and standards defined “with the customer in mind”, i.e. with checks that monitor both the aesthetic and functional performance of the vehicle at a static and dynamic level.
Staff select a sample of vehicles each day, from finished/approved products, before these are dispatched to the end customer. These vehicles undergo rigorous road testing, based on a standard check list. Any anomalies detected are classified according to a score based on the severity of the defect and the impact this could have on the end customer.
The final quality status compared to the objective status is available for each model. If the objective is not reached, an improvement plan is created to identify and implement the necessary corrective measures.
In the event that serious anomalies are found, an immediate diagnosis is made, based on which the shipments of all vehicles belonging to the batch in question, together with a sample number of vehicles of the previous batch, are evaluated to adopt remedial actions. All vehicles are then carefully rechecked and where necessary, are repaired, before they are approved and subsequently authorised for shipment.
The traceability of the vehicles and their main components is essential in order to enable Piaggio to promptly identify and block or limit batches characterised by presumed and/or observed defects, preventing the sale of potentially defective products on the one hand and implementing any necessary interventions in the field on the other.
Piaggio has adopted a system for efficient product traceability which identifies products, components and materials deemed to be significant at all stages of the production cycle. In particular, all components manufactured internally and externally that have a direct impact on user health and safety, the environment and compliance with type approval are identified.
The system therefore traces all identified components, maintaining records of tests, controls and inspections, certifying product quality in view of the processes it has undergone in the various stages of the production cycle. This makes it possible to identify lots with faulty components on all vehicles involved and, if necessary, take prompt action to protect customers.
Due to the type of business it does, the Piaggio Group is subject to numerous national and international regulations that govern information on its products, both in the field of advertising communication and in the field of manuals related to each individual vehicle. Piaggio's use and maintenance booklets provide information on how to use the vehicle correctly, while encouraging users to drive in a safe and responsible manner, for instance, by:
- always complying with speed limits and the Highway Code;
- using all precautions for safe driving and passive safety systems (e.g., wearing a helmet when riding motorcycles and scooters);
- always being cautious and paying the utmost attention when driving, especially when road conditions are wet and slippery;
- refraining from altering vehicle performance: it is forbidden by the law and dangerous for driving safety.
Vespa World Club
Since 1946 Vespa has been attracting the attention of its users. Initially spontaneously and later organised and assisted by the parent company, they started to lay the foundations for Vespa Clubs which we still have. Both investments and the number of Vespa Clubs in Italy and around the world are subject to constant growth.
In 2006, the Piaggio Group and the Piaggio Foundation established the Vespa World Club (VWC), a non-profit association, created to oversee the management of Vespa Clubs, to preserve the fleet of vintage Vespas still in circulation and help collectors find and restore vintage scooters and continue to organise rallies and great races in Europe and all over the world, guaranteeing Vespa owners outstanding-quality events.
The Vespa World Club:
- promotes initiatives and coordinates social, tourist, sports and competitive events;
- establishes bodies which represent National Vespa Clubs in dealings with all national and international organisations;
- holds trophy events, rallies, competitions, shows, exhibitions, congresses, conferences and meetings;
- deals with and acts in the interests of members;
- promotes and provides training on road safety and awareness;
- promotes studies and historical research work on relations between Vespa and the community;
- provides a channel for the company to reach fans.
The restrictions put in place by different governments to combat the Covid-19 pandemic have unfortunately prevented the regular holding of both the international gatherings planned in Portugal and Indonesia, as well as those at local, tourist and sports level.
Moto Guzzi World Club
The Moto Guzzi World Club was established in 2002 with a view to:
- promoting interest, awareness and the historic value of the Moto Guzzi brand and motorcycles;
- creating and developing bonds between the owners of Moto Guzzi motorcycles;
- organising events, meeting, conferences and competitions;
- promoting national and international motorcycle tourism and rediscovering and promoting local touring opportunities thanks to club activities and the exchange of information between members;
- creating and developing ties with non-profit organisations and other charities and sports and non-sports associations with a social, humanitarian or environmental mission, etc., which can benefit from the initiatives promoted by the Club in the motorcycling world and other sectors;
- promoting relations with the parent company and co-ordinating its own activities and those of its members with the work of other national and international brand-related clubs.
Today, after 18 years of activity, and in addition to its direct members and 82 recognised clubs in Italy, the Moto Guzzi World Club also boasts:
- 6 clubs recognised in America, Asia and Australia, representing approximately 7,500 members;
- 20 clubs recognised in Europe, representing approximately 5,000 members.
The activities planned in 2020 for the Moto Guzzi World Club were stopped following the lockdown measures put in place by various nations to combat the Covid-19 pandemic.
Trofeo Moto Guzzi Fast Endurance
From July to October 2020, the second edition of the Moto Guzzi Fast Endurance Trophy took place.
The event, organised by FMI, was dedicated to the Moto Guzzi V7 III, fitted out with a special kit created by Guareschi Moto, the long-established dealer considered a specialist in fitting out racing vehicles. The kit featured the windshield, side number plates, handlebar halves, raised floorboards, front mudguard, underpan, front suspensions, rear suspensions, control unit, brake pads and single seat.
The formula of the race includes teams of 2 riders who alternate riding the bike every 15 minutes.
The races, with 5 events planned, took place, as follows:
- Vallelunga 18-19 July, race 1 Saturday, race 2 Sunday;
- Magione 12-13 September, race 1 Saturday, race 2 Sunday;
- Misano 11 October, single race.
27 teams were involved, from Italy and France.
16 Returns, reprocessed, selected, material accepted as an exception.