text: and management. To increase service productivity and 
  
  efficiency, we send former factory foremen and engineers 
  
  to various service workshops to analyze service staff 
  
  performance. This will help cut repair times and improve 
  
  customer satisfaction. The Nissan Sales and Service Way is 
  
  also a tool used to increase the quality of service provided 
  
  by all dealers. Its successful implementation has enhanced 
  
  customer satisfaction worldwide. 
  
  The conversion business in Japan looks very promising. 
  
  We discovered that 50 percent of car owners want to 
  
  customize their vehicles, and 28 percent already had. Such 
  
  a high penetration rate illustrates how much people want a 
  
  car that’s different from everyone else’s. The Rider series— 
  
  customized versions of Nissan cars developed by our 
  
  wholly owned subsidiary Autech—are very popular, 
  
  especially among younger Japanese. The series 
  
  exemplifies the major potential of the conversion business. 
  
  Global Aftersales is a young division, but we’ve 
  
  performed well from the start, meeting our global 
  
  commitments every year during NISSAN 180 and 
  
  contributing to the Company’s growth. We have expanded 
  
  nearly 20 percent year-on-year between 2001 and 2004, 
  
  and intend to continue this momentum during NISSAN 