Porsche 2007 Annual Report Download - page 51

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To our shareholders
The Company
The new Panamera
Financials
Sales
dual guarantee for vehicles sold by parties outside
the Porsche organization, after a car check through
a Porsche Center also for used cars. It underscores
the reliability of the product quality.
More and more customers are obtaining their infor-
mation on pre-owned vehicles online via the “Inter-
national Porsche Locator” platform. This system
has now been introduced in 69 countries, and
reports a steady increase in visitor numbers.
Measuring up with the best – the KPI system
Porsche’s KPI system provides dealers with a
state-of-the-art performance tracking system for
managing their business. It facilitates a compa-
rison between all business divisions of the Porsche
organization and benchmarking against the com-
petition. Pre-defined indicators can now be called
up and an integrated catalog of measures helps
select suitable courses of action. Special functions
also support the field organization on visits to
dealerships. In Germany, the KPI system once
again received top marks in a satisfaction survey
carried out by the Bamberg Institut für Automobil-
wirtschaft, and was placed well ahead of the sys-
tems operated by other automotive manufacturers.
All employees should reap the benefits of success-
ful ideas, which is why Porsche has firmly integrat-
ed best business practice in its sales organization.
Dealers are supported in adjusting to new, success-
ful concepts by means of an intense exchange of
information. This system serves an important func-
tion in a learning organization.
In addition, the “Porsche Partner Network” (PPN)
gives the Company a central portal for all markets
and sales levels. The PPN allows importers, dealers
and workshops to handle all business processes
using a single electronic interface, and to call up
user-specific information. Customers also benefit
from the fact that dealers and workshops are al-
ways kept up to date as a result.
New functions have been added to the “Porsche
Vehicle Sales Assistant” (PVA), a multimedia sup-
port system for sales staff. Moreover, the PVA is
now even more fully integrated in processes such
as vehicle ordering or customer support. One vari-
ant of the PVA is the “PVA Fitting Lounge”, which
customers can use for a particularly personalized
consultation. Its appeal lies in the large-scale pre-
sentation of the interior and exterior of the desired
vehicle on a plasma screen. This enables the many
variants of a vehicle to be presented down to the
smallest detail; personalization becomes an expe-
rience for the customer.
Training for professional consultation
In addition to first-class products and a positive
image, excellent personal advice is an important
factor in keeping customers loyal to the brand in
the long term. Porsche now offers all employees
the relevant training in ten languages, including
Arabic, Chinese, Japanese and Russian.
In the training module “Porsche – The Experience”,
sales personnel and service advisors learn the
core values of the brand, and what customers
expect. Combined with the skills required for an
optimal sales and service process, this lays the
foundation for providing customers with the best
possible support. However, professional advice
on the technical features of the vehicles is equally
important. These are described in simple terms
in the web-based learning module “Porsche Pro-
duct Essentials” (PPE). PPE is fundamental to en-
abling sales outlet employees to explain the pro-
ducts accurately.
In recent years, Porsche has been extremely suc-
cessful in introducing its continuous improvement
process (PVP) to the Company’s sales organization.
Projects and workshops held at the central sales
office and international sales companies that bridge
the boundaries between individual specialist fields
helped achieve real improvements with a direct
effect on Porsche’s performance.
Trend toward individualization continues apace
In its Exclusive and Tequipment programs, Por-
sche offers customers the opportunity to give their
vehicles a personal and exclusive touch, either ex
works or by retrofitting. The trend toward the in-
dividualization of vehicles continued apace in the
year under review. The range of possibilities offer-
ed by the new 911 Turbo Convertible generated
particular interest. But the flexible program for
the new Cayenne also contributed to the highly
favorable revenue situation.
Porsche Exclusive offers the opportunity for an
individualized design ex works, both optically
and technically, inside and out. The products are
notable for the high quality of craftsmanship.
Of course, only the choicest materials are used,