AB Volvo

Quality Policy

Issued by Dept 960, Malin Ripa, 61161, VHK

Approved by Dept 20, Leif Johansson, 61001, VHK
Date 2008-06-09
Registration No 960-08-030
Version No 1
Classification Internal
 AB Volvo

Type of document / Dokumenttyp Page / Sida

Policy 2 (2)
Name of document / Dokumentnamn Reg No / Reg.nr Date / Datum

Quality policy 960-08-030 2008-06-09

Issued by (dept, name, phone, location) / Utfärdat av (avd, namn, tfn, geo plac) Version No / Versionsnr Appendix / Bilaga

Dept 960, Malin Ripa, 61161, VHK 1

Approved by (dept, name, phone, location) / Fastställt av (avd, namn, tfn, geo plac) Sign

Dept 20, Leif Johansson, 61001, VHK

Quality Policy
Customer satisfaction is the foundation of Volvo Group operations.
Quality is a prerequisite for customer satisfaction.

Quality is a Volvo Group corporate value. The Volvo Group shall be ranked as a number one leader
in customer satisfaction and in terms of Quality among the world's best providers of transport-
related hard and soft products. All Business Areas and Units will contribute to this achievement
through customer focus, commitment and participation by everyone, a process approach and
continuous improvement.

Customer Focus
Quality is a measure of our performance as experienced by our customers. Success in the market
depends on our ability to always provide our customers with products and services that meet or
exceed their expectations. To succeed we must perform better than our competitors. This requires
that we continuously listen to our customers in order to understand their needs, and promptly
implement sustainable improvements in our operations based on these needs.

Commitment and Participation by Everyone

Each employee within the Volvo Group shall always be customer-focused and committed to Quality
excellence. This is a personal responsibility, a mindset, originating from the Volvo Group’s culture
and values.
Each employee within the Volvo Group is expected to actively contribute to the achievement of
Quality excellence. To continuously manage this, everyone needs to have an open mind for change,
have a holistic view of operations, base actions on facts and apply a long-term perspective.
Suppliers, dealers and business partners within our sphere of influence are encouraged to adopt
the principles in this policy.

Process Approach and Continuous Improvement

Quality excellence will be achieved by identifying, documenting, visualizing and continuously
improving our processes. Customer needs shall be transformed into individual action items and
results monitored against measurable objectives. This way, every individual can understand how to
contribute to customer satisfaction and Quality improvement. Reality will be monitored with
quantifiable data identified at the source. Processes will be continuously reviewed and actions
taken to ensure they are relevant and efficient. Regular comparison and evaluation will be
performed based on best industry practice. A preventive and proactive approach will always be
applied.

Authorised as of June 9th 2008

Leif Johansson
President and CEO of the Volvo Group