Porsche 2006 Annual Report Download - page 54

development stage of the vehicle so that quality
assurance for Porsche workshops across the globe
can begin at this early stage. The basis is the stan-
dardized automobile industry diagnostics technology
ODX, Open Diagnostic Data Exchange, which facili-
tates an understanding of the increasingly complex
electronic systems in the vehicle and permits shorter
development periods. This diagnostics software
will be used in the process for the first time in the
new Panamera.
Further progress during the review year included
the creation of the ‘International Insurance Require-
ments’ role. Differences in insurance requirements
all over the world and their impact on costs increas-
ingly represent a challenge for all vehicle manufac-
turers. With this new role, Porsche can insure that
country-specific requirements with respect to vehicle
design and fittings can be incorporated into develop-
ment at an early stage. It is especially important to
systematically monitor the frequency and type of
damages and thefts in current vehicle generations.
The end objective is to create the necessary condi-
tions for inexpensive insurance policies and to keep
operating costs as low as possible.
Data relating to the maintenance and repair of
vehicles must be analyzed with a practice-focus
to ensure that After Sales staff can use this data
efficiently and effectively. It is essential that staff
working in the dealership organization all over the
world cooperate actively in the course of day-to-day
business. Over the 2006/07 fiscal year, technical
writers, spare parts specialists and diagnostics
specialists were employed in 38 Porsche Centers on
ten international markets. The following areas were
focal points of their work: technical processes in
the workshop, the use of electronic parts cata-
logues, the use of symptom-based diagnoses, the
use of specialist tools and the inspection of stand-
ard working hours. The findings will be used as a
basis for the further development of diagnostic and
information systems.
Faster Error Rectification
After the PIWIS (Porsche Integrated Workshop Infor-
mation System), which includes information relevant
to maintenance and repair, was successfully intro-
duced in the 2005/06 fiscal year, a further element
has now been added to the system in the form of
the ‘Porsche Quality Information System (PQIS)’.
This is used in the global dealership organization for
collection and analysis of market data relating to
quality, with the objective of recognizing and re-
solving failings in product quality more quickly.
The system permits the incorporation of customer
feedback throughout the entire value-added chain.
The documentation of work carried out in workshop
begins upon receipt of the vehicle and ends when
repairs are made. PQIS provides a picture of the
whole chain, this information is subsequently available
to dealers, importers and Porsche AG employees.
Spare-parts Supply
The centralization of the of spare parts supply
continued during the review year, in particular with
the integration of the Italian, Japanese and Austra-
lian markets into the global inventory management
system. Logistics and inventory costs could be
significantly reduced through the expansion of the
system. At the same time, the availability of spare
parts in Porsche Centers, and thus for the customer,
was improved. The connection of dealers to the
automatic procurement system, which centrally
controls the supply of in-demand replacement parts,
was also improved.
Tests Guarantee Service Quality
The new brand architecture in dealerships does not
only change the external image of our partners, daily
business procedures also had to be adapted. During
the review year, the high level of quality and profes-
sionalism of Porsche after-sales partners could be
further improved thanks to a host of additional activi-
ties, with existing service procedures being adapted
if necessary. Thanks to these activities a compre-
hensive procedures handbook was created (Practice
Guidelines) which is now used worldwide, with some
necessary adaptions for specific markets. Different
tools, models and examples of best practice are
outlined and presented in the Practice Guidelines
in order to ensure integrated development of the
after-sales organization.
Porsche also carries out targeted inspections of
dealers and workshops in order to ensure continu-
ous improvement of the professionalism of our sales
and service partners. Mystery shopping tests take
place all over the world and for different reasons.
Using a comprehensive list of criteria, our mystery
shoppers evaluate individual aspects which can
influence customer service and describe their per-
sonal experience in a Porsche Center. The partners
then receive detailed feedback. Examples of the
criteria tested include whether the customer was
appropriately greeted and introduced to the relevant
52 Sales