Porsche 2012 Annual Report Download - page 94

Service quality
The Volkswagen group’s goal is to improve global
service quality and thus increase customer satisfac-
tion in the area of service. As the direct interface
with the customer, the starting point in customer
satisfaction is the dealership operation, as is the
after-sales business. Through the Volkswagen
group’s close cooperation with the dealers, the
company can identify at an early stage any defects
that may be revealed in the emotional moment of
vehicle handover and correct them systematically.
In 2012, the Volkswagen group continued to re-
fine the processes at the interface between markets
and dealers. To accomplish this, Technical Service,
previously a part of Quality Assurance, was inte-
grated into the after-sales business. The greater
closeness to the market helps the Technical Service
to recognize vehicle problems at an even earlier
stage, prioritize them, take countermeasures and
evaluate their effectiveness. Quality Assurance and
Technical Service continue to work together closely
in the new structure.
2The company
Group management report
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