Porsche 2006 Annual Report Download - page 55

staff member, or whether workshops reliably kept
appointments which had been made earlier.
Porsche Centers and Porsche Service Centers have
to fulfill defined quality standards. To guarantee a
consistent level of service quality for Porsche cus-
tomers, the performance of the Porsche service
organization must be regularly tested. The ‘Porsche
Service Audit’ ensures this happens by examining
whether certain quality standards are maintained.
The certificate awarded afterwards provides cus-
tomers with the reassurance of knowing that their
vehicle is always in the best hands.
Development Support in China
From September 2005 to March 2007, four techni-
cians from the customer center in Zuffenhausen pro-
vided support for the new Porsche Centers in China
to ensure that Porsche’s high standard of service is
maintained. The project was so successful that this
team subsequently emerged as a single specialist
department. The tasks of this group of technicians
now range from instructing local technicians during
repairs, through training sessions and the use of
diagnostics and specialist tools, to the inspection
of service procedures and equipment of workshops.
These technicians are able to support the global
dealership organization by implementing service
standards and thereby provide for the ongoing inter-
nationalization of the Group.
Successful Customer Relations
The Porsche brand is characterized by unique and
long term relationships with customers. To secure
this partnership, the most important procedures
involved in comprehensive ‘Customer Relationship
Management’ were defined and the newly-designed
‘CRM@Porsche’ system was introduced on the
North American market in November 2005. After
implementation in Germany, France, Spain and
Portugal, Porsche was successful in implementing
a similar solution for smaller markets in the Latin
America region during the 2006/07 fiscal year.
Almost 300 employees are now working from head-
quarters and on other markets using this platform,
which contains information about both customers
and vehicles. Over the coming years Porsche
hopes to secure the foundations for globally-co-
ordinated, excellent quality and long-term customer
relationships through further internationalization
of ‘CRM@Porsche’ – especially in the developing
markets of China and Russia – and through even
more intense integration of dealer procedures.
Collection from Factory more Popular than Ever
In 1954, Porsche was one of the first automobile
manufacturers to offer its customers the option of
collecting their cars directly at the factory. During
the review year, more than 4,000 customers decided
to take advantage of this offer. A factory tour and
an accompanying program increase the sense of
anticipation at owning your own Porsche. Detailed
insights into production, such as the moment of the
‘marriage’ between the engine and the chassis, are
an unforgettable experience for many customers.
The high point of the day, however, is the handover
of the car to the customer, accompanied by an
individually tailored briefing.
The popularity of factory collection meant that the
plant in Leipzig also effortlessly continued the suc-
cesses of previous years. During the 2006/07 fiscal
year, more than 620 further events also took place
in Leipzig. The plant earned the custom of a number
of new, renowned national and international clients
for conferences, annual meetings and other events.
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