Porsche 2004 Annual Report Download - page 41

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During the review year, and after careful auditing, Porsche appointed
several workshops that satisfy the authorization criteria agreed
with the Commission and the brand’s quality standards to be official
members of the service network. This will ensure that in future too,
Porsche’s customers will continue to enjoy servicing of the very
highest quality standard.
Successful Pre-owned Vehicle Merchandising
An efficient, professional approach to the sale of pre-owned cars is
not only a precondition for profitability in this business area, but also
makes a positive contribution to new car sales. For this reason, further
effort was devoted in the review year to the successful “Porsche Ap-
proved” program, and pre-owned car sales activities were extended.
The “Approved” program visualizes all the processes involved in pre-
owned car sales and formulates unified standards for the sales
organization. It is accompanied by training sessions to ensure that
the required standards are implemented all over the world.
Customers benefit from being offered high-quality pre-owned cars
at competitive prices by well-trained staff. These offers are accom-
panied by the appropriate service packages, including pre-owned
car warranties.
The Porsche online pre-owned search facility is proving to be increas-
ingly popular as an information and sales channel for these vehicles.
The number of hits recorded at these Internet pages, which are
accessible in twelve countries, rose by some 30 percent in the
review year.
The KPI Dealership Performance Analysis System
Porsche’s “Key Performance Indicator” (KPI) system involves dealers
and importers even more closely in the continuous improvement
of all dealership processes. The system provides a comprehensive
means of analyzing dealership performance. In addition to key eco-
nomic data, it permits desired-actual comparisons in all company
areas and also tools to establish the company’s position in relation
to competitors.
Positive results with the KPI system have already been obtained by
subsidiaries and dealers in Germany, Great Britain, France, Italy,
Australia, Japan and Spain. In Germany the system was given a top
ranking in a dealer satisfaction analysis conducted by the Bamberg
Automotive Trade Institute. Porsche Asia Pacific and Porsche Latin
America will be the next regions to adopt this important tool.
Information Management for the Dealer Organization
The “Porsche Partner Network” (PPN) allows Porsche dealers and
workshops all over the world to conduct their business processes by
electronic means and enjoy online access to training sessions and
information. Incorporating the sales partners into the Porsche AG
system forms a basis for new car and service department sales.
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