Porsche Cars North America implemented augmented reality (AR) from Atheer to help technicians resolve vehicle service issues. This resulted in a 40% reduction in service resolution time across Porsche dealerships in North America. The CEO of PCNA noted that AR allows them to solve issues faster and get customers back on the road with less disruption, while also increasing overall service quality by more efficiently sharing expertise between technicians and experts. The document discusses how guidance through AR is superior to training alone for teaching complex tasks and increasing accuracy, especially for remote workers. It provides examples of when guidance versus training is more effective.

1. How Porsche Transformed Automotive Dealer Service with AR
Amar Dhaliwal, COO, Atheer
adhaliwal@atheerair.com

2. All Porsche
technicians
have been
formally trained
and certified
over many years
and courses….
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3. Yet…
Porsche Cars North
America has achieved a
40% reduction in service
issue resolution time in
their dealerships using
AR from Atheer.
“By solving issues faster, our dealer partners
can get their customers back into cars with
less disruption. And our overall service
quality increases as we share expertise more
efficiently between our experts and dealer
technicians.”
Klaus Zellmer, President and CEO of PCNA.
24th May 2018
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4. Atheer | AWE Europe | 4

5. 40%
How is this possible?
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6. Training vs
Guidance
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7. Guidance is superior to
training for increasing
worker accuracy,
teaching complex tasks,
and reaching personnel
at remote locations
Rummler & Gilbert, PRAXIS Report, Sept – Oct 1970
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8. “Guidance is superior to
training for increasing
worker accuracy, teaching
complex tasks, and
reaching personnel at
remote locations”
Guidance at the point of need
Geary A. Rummler Thomas F. Gilbert
Use Guidance For:
• Tasks that involve many simple steps
• Tasks that allow instructions to be read
during performance
• Tasks where small errors in performance
can produce significant negative
consequences
• Tasks that are performed only infrequently
• Tasks where accuracy generally more
important than speed
• Tasks that are assigned small instructional
budgets
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9. “Guidance is superior to
training for increasing
worker accuracy, teaching
complex tasks, and
reaching personnel at
remote locations”
Guidance at the point of need
Geary A. Rummler Thomas F. Gilbert
Use Training For:
• Tasks where speed is generally more
important than accuracy
• Tasks where reading instructions would
interfere with performance
• Tasks where small errors are not usually
costly
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10. Be very clear about…
What task(s) are you solving for?
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11. THE REAL WORLD IS MESSY
• Industrial workers have low
tolerance for complexity
• Solutions in the factory and
field have to be easy to use
• See what I see is very high
impact - and easy entry point
• Dealers need to be supported
• Business models have to be
simple
• DO NOT OVER COMPLICATE
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12. YOU ARE SERIOUS OR YOU ARE NOT
• IT will be a blocker.. Fact
• Remind people that the cars
you are servicing are in the
public domain
• Treat this as a important
program and staff it
properly – you cannot do
this on the side of your desk
• Act like a marketeer
• Start
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13. PORSCHE CARS NORTH AMERICA
• Porsche North America’s
challenge – an increasingly
complex range of products
• Saw AR as a possible solution
to reduce service resolution
time and support costs
• Achieved a 40% reduction in
service resolution time
• Now rolling out to all 189
dealerships in North America
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14. Currently working with some of the most
prestigious auto makers in the world…
Come say hello at booth 116
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15. How Porsche Transformed Automotive Dealer Service with AR
Amar Dhaliwal, COO, Atheer
adhaliwal@atheerair.com