Porsche 2004 Annual Report Download - page 42

Sales38
In the review year, PPN was made even more user-friendly and
modified to match the individual needs of its users more closely.
Rapid access also guarantees the necessary high standard of service
for Porsche customers. This significant expansion of PPN guarantees
that Porsche AG will be able to satisfy future information distribution
requirements within a growing international dealer organization.
The “Porsche Vehicle Sales Assistant” (PVA), a multimedial IT sales
staff support system, was also installed by large sections of the dea-
ler organization during the review year. PVA allows the sales advisor
to display all the steps needed for a successful sale – from consulta-
tion with visual support through financial service offers, conclusion
of the sale and placing of the order– as an integrated system. This
not only optimizes the sales process but also enhances the quality
of the advice supplied to potential customers. The system is already
operating in Germany, Great Britain, Japan, certain Latin American
markets and the Asia/Pacific region.
An additional PVA version for the “Fitting Lounge”, a separate zone in
the dealership for highly individual customer advisory work, makes it
possible to display large-format, dynamic interior and exterior views
of the desired vehicle that are accurate in every detail. In this way,
customers’ personal wishes can be interpreted even more effectively.
Further After-Sales Service Improvements
In the review year, Sales once again devoted its efforts intensively
to the development of new systems and processes, with the specific
aim of improving after-sales service quality. Spare parts are now
being delivered more promptly and technical information is more
easily available. Expanding new car business also calls for more
efficient systems if each individual customer’s expectations are to
be satisfied in spite of the increased volume of sales. One of the
priorities of the After Sales department within the Sales division
was to satisfy the demands that arose from the positive business
trend in China, by improving the processes adopted by the local
dealer organization in line with the framework laid down by Porsche’s
Service Standards.
In the spare part area, the Polaris parts logistics was introduced in
further markets in the course of the review year; in the current fiscal
year it is scheduled for adoption by the company’s Spanish subsidiary
Porsche Ibérica. Automatic parts stock control has already led to a
definite increase in service quality in the form of rapid parts availability.
In future, a stock planning team will assume responsibility for world-
wide planning and control of the distribution stages. The provision of
parts for delivery all the way from the supplier to the end-user will be
significantly more efficient and stock levels will be reduced at every
point along the parts distribution chain.
The introduction of new models and the encouraging increase in
Porsche’s market shares make further improvements to logistics
necessary, above all in the US, Australian and Italian markets. New
parts-store locations are therefore being established in these
countries to make sure that supplies of spare parts are maintained
to the standard expected by customers and the market.
Implementation of the final stage of PIWIS, the Porsche Integrated
Workshop Information System, has created a highly integrated
system capable of providing all the information needed for service
operations by way of a single portal. All important information will
be available in future online without delay. Simultaneous access to
PIWIS is possible for all dealer organization employees. For our
customers, this means less time lost during servicing and repair
work in the workshop, and correspondingly lower costs.
A specific database, the Porsche Request Management System,
makes sure that inquiries are processed systematically and can be
followed up. As a result, the average processing time for inquiries
from the markets has been significantly reduced. This too helps to
enhance customer satisfaction since the vehicle can be returned
more rapidly to the customer.
In view of the constantly new technological developments incorpo-
rated into new models, employees of the international dealer orga-
nization have to be given regular training. By means of the “Certified
Porsche Service Technician” program, service department employees