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  • 1. “GM’s BIG BANG Service Parts Transformation”Lina Alaire, Sandra Wolff and Sachin Lulla
  • 2. Sandra is a Global Program Manager with expertise in leading large-scale, global, technology implementations. Shehas 15 years of experience as part of GMs Information Technology team and has held various IT positions withinProduct Development, Canadian Engineering and Customer Care and Aftersales.Sandra successfully led the first-of-a-kind "big bang" implementation of SAPs Service Parts Management suite forGMs Customer Care & Aftersales division from Blueprint to Go-Live & Support. This build serves as the foundationfor all future GM service parts management deployments around the world as the CC&A Global Template.SANDRA WOLFF – GM SAP Senior Program ManagerSachin is the Global SAP Service Parts Lead Partner for GM Customer Care & Aftersales, with 10 years ofexperience in SAP’s Service Parts Management solution, and 15 years of experience in leading global technologyenabled business transformations for Fortune 500 Automotive clients.Sachin was part of the design, development, and testing of SAP’s Service Parts suite in Walldorf with Caterpillar andFord, and led the first global go-live of the solution at Caterpillar, prior to his role at GM.SACHIN LULLA – GM Global SAP Service Parts Lead PartnerLina is the Customer Care & Aftersales Transformation Global SAP Business Program Lead. She has over 25 yearsof experience with General Motors and has held many cross-functional business assignments in Engineering,Warehousing, Purchasing, Marketing and Program Management both in the US and in Europe prior to transitioningto the Transformation team.Lina led the Global Business Team through the first implementation of the SAP Service Markets Management Suite.She is also a member of the SAP Executive Advisory Council for Aftersales and is leading the SPM Sub-Committee.LINA ALARIE – GM Customer Care and Aftersales SAP Global Business LeadGM’s Big Bang Service Parts TransformationIntroductionsGM Confidential
  • 3. GM ConfidentialObjectives and AgendaGM’s Big Bang Service Parts TransformationMeeting Objectives Describe GM’s Global Aftersales Vision Discuss SAP background of SAP’sService Parts Management (SPM)solution, and the functional footprint andcomplexity of the solution Highlight critical decisions made upfrontthat paved the way for a successful rollout strategy Review the overall project timeline andkey elements of the of project approach Share victories and lessons learnedToday’s Agenda GM CC&A Overview Why Transform GM One Enterprise SAP ProgramVision SAP’s SPM Solution Background Overall Project Timeline Key Activities/Phases What Went WELL Lessons Learned Moments that Matter Q&A
  • 4. GM ConfidentialGENERAL MOTORS – Company BackgroundGM’s Big Bang Service Parts TransformationAUTOMOTIVE LEADER BASED IN DETROIT, 174 assembly & manufacturing facilities Present in 120 countries and 6 continents 205,000 employees Bands: Cadillac, Chevrolet, Buick, GMC, Holden, Opel, Vauxhall China partner brands: Wuling, FAW, Baojun
  • 5. GM ConfidentialGM Global Sales & MarketingGM’s Big Bang Service Parts TransformationOver 60 Million Active CustomersOver 21,000 Retail OutletsDoing Businessin 157 CountriesProcessed 53M WarrantyClaims74 Warehouses / 31Countries5 US Regional Sales Offices55M+ households; 65M+ individuals5.4M+ business customers5000+ campaigns66M+ consumer communications190M+ consumer touches500+ consumer facing web sites8000+ dealer websites210M+ site visits45M+ shopping events pages15M+ leadsOver 1.5M Parts GloballySeveral Vehicle BrandsOver 100 Vehicle ProductsRelated Services102 Owner Manuals150 Vehicle Launches253 Parts Catalogs1,500 Service BulletinsService Engineering80 Call Center Operations5M+ calls500K+ emails (US)500K Chat3.6M Customer Service contacts2M Dealer Service contactsProducts CustomersCertified Service
  • 7. GM ConfidentialWHY TRANSFROM?GM’s Big Bang Service Parts TransformationTo address a constantly changing business environment and fierce competition…Increasingly demandingconsumers…Fierce Competition…New Legislation… Legislative pressure is drivingOEMs to provide moretransparency More models and variants Increasingly complexelectronics and softwareConstraining Legacy ITSystems… Faster and more reliable service Searching for less expensiveways Supply & Salescompetition Need global, commonprocesses & systemsExplosion of Product Varietyand Complexity…GM is Transforming… Many companies vs. one Leverage Scale
  • 8. GM ConfidentialWHY TRANSFROM?GM’s Big Bang Service Parts TransformationTo address a constantly changing business environment and fierce competition…
  • 9. GM ConfidentialCCA Transformation “Big Rules”GM’s Big Bang Service Parts Transformation
  • 10. GM ConfidentialGM Enterprise SAP Program VisionGM’s Big Bang Service Parts TransformationEnterprise Data WarehouseIdentify theOpportunities…To CreateVALUEDrive GlobalAlignmentEnable withProcess & ITTo design and implement world-class business processes that minimize cost, maximizeeffectiveness, and give GM a competitive advantage and global transparency.This positions GM for growth and movement from silos to a global operating model.
  • 11. GM ConfidentialWHY SAP?GM’s Big Bang Service Parts TransformationSAP offers a comprehensive and integrated solution to support GM’s vision of OneEnterprise
  • 12. GM ConfidentialSAP Service Parts Management (SPM) SuiteGM’s Big Bang Service Parts TransformationIntegrated set of functional applications supporting all aspects of the Aftersales Business –Sales & Marketing, Materials Management, Purchasing, Finance, Warehouse Operations
  • 13. GM ConfidentialOverall Program ApproachGM’s Big Bang Service Parts TransformationSeveral critical decisions were taken upfront in the Project, with a clearly articulated optionsand outcomes, that were key to overall success of the Program
  • 14. GM ConfidentialGlobalBlueprint RealizationFinalPreparationGo-Live &Support SustainOverall Project TimelineGM’s Big Bang Service Parts Transformation7 months 13 months 1 month 2 months1 monthIBM Ascendant Methodology – 22 Months
  • 15. GM ConfidentialWhat Went WELL…GM’s Big Bang Service Parts TransformationSeveral things went well, despite the 1st of a kind “Big Bang” implementation ofthe SPM suite due to the very structured approach to execution
  • 16. GM ConfidentialLESSONS LEARNEDGM’s Big Bang Service Parts TransformationThere were important lessons learned that make this an on-going journey and acontinuous improvement process
  • 17. GM ConfidentialMoments that MATTER…GM’s Big Bang Service Parts Transformation