FORD SECRET 1 TSO Global Summit

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FORD SECRET 1 TSO Global Summit

  1. 1. TSO Global Summit Mike Jordan September 13, 2000
  2. 2. As the Company’s Principal Source of Customer Support & Vehicle Service, Increase Shareholder Value Through Profitable Growth in Aftersales Products & Services Automotive Consumer Services Group Mission
  3. 3. Where We Have Come From – Transformation to a Consumer-Focused Enterprise <ul><li>FORD PARTS & SERVICE </li></ul><ul><li>Sell Parts </li></ul><ul><li>Began Customer Satisfaction Emphasis </li></ul><ul><li>Dealer Channel Focused </li></ul><ul><li>FORD CUSTOMER SERVICE </li></ul><ul><li>Customer Satisfaction & Profitable Growth </li></ul><ul><li>Dealer Channel Focused </li></ul><ul><li>AUTOMOTIVE </li></ul><ul><li>CONSUMER SERVICES GROUP </li></ul><ul><li>Lasting Consumer Relationships </li></ul><ul><li>Growth Beyond Dealer Channel </li></ul>$8 BILS. $5 BILS. $10 BILS. 1980s - 1996 1997 - 1999 2000 All-Makes Service CONSUMER FOCUSED ENTERPRISE GLOBAL ENTERPRISE REGIONAL ENTERPRISE
  4. 4. ACSG Benefits to Ford Motor Company ACSG VISION BE THE # 1 AFTERSALES & SERVICE OPERATION IN THE WORLD KEY COMPONENT OF COMPANY’S GROWTH STRATEGY MOST CONSUMER TOUCHPOINTS SUPERIOR VALUE PROPOSITION –RECAPTURE FORD CUSTOMERS, WIN NEW CUSTOMERS CREDIBLE TRANSFORMATION STORY FOR INVESTMENT COMMUNITY FORD MOTOR COMPANY VISION TO BECOME THE WORLD’S LEADING CONSUMER COMPANY FOR AUTOMOTIVE PRODUCTS & SERVICES
  5. 5. Significant Growth Challenge For ACSG Worldwide Revenue (Bils.) $10 All-Makes Adjacency Channel Dealer Channel $7 $8.5 $? 1998 1999 2003 (PROJ.) 2000 (PROJ.)
  6. 6. Opportunities in the Vehicle-Related Services Value Chain Estimated Lifetime Revenue Potential For a Vehicle (10 Years / 100,000 Miles) $68,000 $27,000 $41,000 NEW VEHICLE PURCHASE NEW & USED VEHICLE FINANCING INSURANCE OTHER RELATED PRODUCTS & SERVICES ACCESSORIES MAINT. & REPAIR, RECYCLING
  7. 7. Growth Will Be Achieved Through Dual Channels GROW PROFITABILITY BUILD STAKEHOLDER VALUE ALL-MAKES CHANNEL <ul><li>Retail Service </li></ul><ul><li>Bodyshops </li></ul><ul><li>Wholesale </li></ul><ul><li>Accessories </li></ul><ul><li>Retail Service </li></ul><ul><li>Bodyshops </li></ul><ul><li>Wholesale </li></ul><ul><li>Other Products / Services </li></ul>FORD DEALER CHANNEL
  8. 8. Dealer Channel Strategy <ul><li>Build Customer Loyalty to Retain Existing Customers </li></ul><ul><li>- Blue Oval Certified Program </li></ul><ul><li>- Lincoln Premiere Experience </li></ul><ul><li>- Expanded After Warranty Adjustments </li></ul><ul><li>Reduce Defectors/Attract New Customers </li></ul><ul><li>- Quality Care Maintenance/Customers for Life </li></ul><ul><li>- Around the Wheel </li></ul><ul><li>- Quality Care Service Centers/Quicklane/Rapid Fit </li></ul><ul><li>- Ongoing Marketing Campaigns </li></ul>
  9. 9. Dealer Channel Strategy <ul><li>Convenience/Capacity Improvements </li></ul><ul><li>- Extended Hours and Saturday Service </li></ul><ul><li>- Transportation Assistance Program </li></ul><ul><li>- Roadside Assistance </li></ul><ul><li>- Technician Recruitment </li></ul><ul><li>- Advanced Production System/Shop Structure </li></ul><ul><li>Improve Product/Price Competitiveness </li></ul><ul><li>- Improve Cost Structure </li></ul><ul><li>- Develop Cost Effective Repairs / Repair Product Planning </li></ul>
  10. 10. Rank 500 600 700 800 900 Lexus Cadillac Jaguar Chrysler Honda Toyota Chevrolet Ford Kia 815 778 771 665 730 680 677 657 554 Industry Average 683 J. D. Power – Customer Service Index (All Makes) 1 2 5 13 21 22 23 26 37
  11. 11. Top 10 Dealer Issues <ul><li>Service Labor Time Request for Review </li></ul><ul><li>Service Labor Time Standards – Recall and ONP </li></ul><ul><li>New Model Labor Time </li></ul><ul><li>Parts Availability / Contract Carriage </li></ul><ul><li>Transportation Assistance Plan </li></ul><ul><li>Technician Recognition, Incentives and Retention </li></ul><ul><li>Product Quality </li></ul><ul><li>Worldwide Diagnostic System </li></ul><ul><li>Retail Growth Support for Expanded Hours and Saturday Service </li></ul><ul><li>QCDealer.com </li></ul>
  12. 12. Six Sigma <ul><li>14 Black Belt Candidates Trained </li></ul><ul><li>4 Black Belt Candidates in TSO </li></ul><ul><li>Will Exceed 75 by Year-End </li></ul><ul><li>Teamwork Will Help US Improve Customer Satisfaction </li></ul>
  13. 13. Customer Satisfaction Is Job #1
  14. 14. All-Makes Channel Provides Significant Growth Opportunity GROW PROFITABILITY BUILD STAKEHOLDER VALUE <ul><li>Retail Service </li></ul><ul><li>Bodyshops </li></ul><ul><li>Wholesale </li></ul><ul><li>Accessories </li></ul><ul><li>Retail Service </li></ul><ul><li>Bodyshops </li></ul><ul><li>Wholesale </li></ul><ul><li>Other Products / Services </li></ul>ALL-MAKES CHANNEL DEALER CHANNEL
  15. 15. All-Makes Growth Strategy <ul><li>Profitable Growth – Expanding Downstream </li></ul><ul><li>Leverage Existing Dealer Channel Expertise to Expand into All-Makes Wholesale and Retail Sales </li></ul><ul><li>Acquire Profitable Companies that have Strong Brands and Best-in-Class Competitive Advantages </li></ul><ul><li>Build Lasting Consumer Relationships Through Linkage Between Companies and Channels </li></ul>
  16. 16. Consumer-Focused Strategy E-ENABLED CUSTOMER INFORMATION FLOWS CUSTOMER VALUE PROPOSITION REVENUE SYNERGIES -- BUNDLING OF SERVICES & CROSS SELLING COST SYNERGIES -- GOODS & SERVICES FLOW EXTENDED SERVICE MAINTENANCE & LIGHT REPAIR HERTZ/FLEET MANAGEMENT AUTO INSURANCE CORE AUTO AUTO FINANCING NEW VEHICLE RETAIL USED VEHICLE RETAIL = ACSG SEGMENTS CONSUMERS COLLISION ACCESSORIES RECYCLING $27,000 $41,000
  17. 17. Vehicle Personalization Mass Customization – Europe Vehicle Personalization – NA Macro - Accessories Maintenance & Light Repair Extended Service Contracts Collision Recycling North America / Europe SEGMENTS ACTIONS TO DATE Growth Initiatives – ACSG
  18. 18. How The Linkages Are Delivered <ul><li>Adjacencies as Customer / Supplier to Other Ford Businesses & Adjacencies </li></ul>INTERNAL TO FORD MOTOR COMPANY <ul><li>Delight the Customer </li></ul><ul><li>Superior Value Proposition for Customers </li></ul>BEST PRACTICE SHARING COST-REDUCING SYNERGIES INTERNAL CROSS SELL <ul><li>Purchasing </li></ul><ul><li>Investment </li></ul><ul><li>Human Resources </li></ul><ul><li>Benchmarking </li></ul><ul><li>Training </li></ul><ul><li>Process Optimization </li></ul>VISIBLE TO CUSTOMER EXTERNAL CROSS SELL VALUE-ADDED SERVICE & PRODUCT PACKAGES CONSUMER EXPERIENCE MANAGEMENT <ul><li>Satisfy the Customer </li></ul>LINKAGES & SYNERGIES WILL CREATE ADDED VALUE FOR FORD MOTOR COMPANY & THE CUSTOMER
  19. 19. <ul><li>Offer High-Quality Products & Services Resulting in Profitable Growth </li></ul><ul><li>Improve Customer Satisfaction to Build Long-Term Loyalty to Ford Motor Company </li></ul><ul><li>Continue Transformation to a Consumer-Focused Business </li></ul><ul><li>Pursue Profitable Growth Opportunities by Expanding Downstream </li></ul><ul><li>Acquire Profitable Companies with Strong Brands & Best-in-Class Competitive Advantages </li></ul><ul><li>Best Practices Sharing </li></ul><ul><li>GOAL: BUILD LASTING CONSUMER RELATIONSHIPS </li></ul><ul><li>PROVIDE UNIQUE COMPREHENSIVE SERVICE OFFERINGS </li></ul><ul><li>DEVELOP LINKAGES BETWEEN CHANNELS & OTHER FORD MOTOR COMPANY PRODUCTS & SERVICES </li></ul>DEALER CHANNEL ALL-MAKES CHANNEL LINKAGES CUSTOMER FOCUS GOAL: KEEP / RECAPTURE FORD CUSTOMERS GOAL: ADD NEW CUSTOMERS ACSG Business Strategy
  20. 20. TSO Contributions and Successes <ul><li>Technician Online Community </li></ul><ul><li>Professional Technical Society </li></ul><ul><li>Labor Time Integrity and Efficiency </li></ul><ul><li>Service Publications/Technical Training on Web </li></ul><ul><li>Owners’ Guides on CD-ROM </li></ul>
  21. 21. Trustmark Alliance Efforts <ul><li>Utilizing the Economics of a Global Equipment Contract Across Trustmark Partners  </li></ul><ul><li>   </li></ul><ul><li>Commonizing Labor Times Across Vehicle Platforms (Mazda Tribute/Ford Escape)  </li></ul><ul><li>   </li></ul><ul><li>Trustmark Agreement With Tech Training Standards  </li></ul><ul><li>   </li></ul><ul><li>Common Website for Trustmark Information </li></ul><ul><li>Common Creation of Service Information Across Trustmark </li></ul>
  22. 22. What’s On Your Mind?

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