Porsche 2007 Annual Report Download - page 53

The broad product portfolio for the Cayenne was
well-received by customers, with the matt aluminum
finish roof rails and foot plates performing best.
One new development is the improvement of the
Cayenne Turbo’s performance. The waterproof
trunk tubs, floor mats with nubuck leather edging
and embroidered Porsche logo, roof-mounted
carriers and maintenance sets proved very popular
as practical accessories. In the field of audio and
communications, an expansion module was added
for receiving digital television, as well as the new
Porsche Rear Seat Entertainment system.
Maintenance costs cut significantly
Targeted measures and modern technology led
to a reduction in maintenance work, which in turn
resulted in a seven percent reduction in mainte-
nance costs in Germany, while the reduction in
the US was as much as 17 percent.
The successful PIWIS information system (Por-
sche Integriertes Werkstatt Information System)
was fine-tuned further to local requirements.
Following the integration of Chinese and Japa-
nese, Russian employees have also been able to
use the system in their native language since
mid-2008, with Porsche thus acknowledging the
growing importance of this market.
In addition to identifying defects, vehicle diagno-
sis also safeguards the quality of the vehicle.
The PIWIS diagnostic system has formed a central
pillar of these endeavors since 2003. Its software
is continuously updated to incorporate new models
and product changes. The “online update” function
for the PIWIS tester ensures the fastest possible
distribution as of the year under review. Every
dealer now has access to the latest data at the
touch of a button via the Porsche Partner Network.
Porsche’s fundamental decision to apply the in-
dustry-standard ODX diagnosis technology (Open
Diagnostic Data Exchange) represents another
milestone. Although the new technology will first
be introduced with the Panamera, it is already be-
ing applied in the development of the new model
series. It plays an important role in managing the
increasing complexity of the electronic systems
in today’s modern vehicles.
With regard to technology, the establishment of
an approval and support management function will
ensure swifter remedies in the future. Involving
experts along the chain from development through
suppliers to after sales allows short decision-
making paths and more efficient maintenance.
This reduces costs and repair times.
The UK and Spain were incorporated in global mana-
gement as centralization of spare parts supply
progressed further. The After Sales division there-
fore controls these important markets. This makes
demand more transparent and has improved the
availability of spare parts on the markets.
The flow of information for suppliers was improved
specifically for the launch of new models, in order
to ensure the optimum availability of spare parts
for market launches. Having taken over responsi-
bility as the importer for Switzerland, the central
warehouse in Ludwigsburg, Germany now supplies
the dealerships in that country overnight.
Everything revolves around the
customer’s desires
New guidelines on after sales design and layout
have improved the brand image in the service func-
tions. Porsche has implemented these guidelines
both in response to the wishes of customers, and
with a view to creating the conditions for continued
growth at dealerships. Existing service processes
were also examined with regard to optimization
potential.
Porsche conducts targeted salesperson and
workshop tests with professional test customers
in Europe and the US in order to further enhance
the customer orientation of sales and service part-
ners. These test customers evaluate all factors
affecting customer support and describe their
experience at the Porsche Center. The dealers
are given comprehensive feedback after the test.
New processes can be assessed objectively, while
existing processes such as appointments, con-
sulting meetings and invoice detailing can be im-
proved.
Porsche Centers and Service Centers must imple-
ment predefined quality standards. The “Porsche
Service Dealer Review” was developed on the basis
of the “Service Audit” to safeguard the quality of
50
To our shareholders
The Company
The new Panamera
Financials
Sales