Ford Motor Company

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Ford Motor Company

  1. 1. Introduction
  2. 2. Introduction <ul><li>John Ulrich </li></ul><ul><li>Manager , Strategy, Communication & Business Development </li></ul><ul><ul><li>North American Business Development </li></ul></ul><ul><ul><li>Ford Customer Service Division </li></ul></ul><ul><ul><li>Automotive Services Component Group </li></ul></ul><ul><ul><li>Ford Motor Company </li></ul></ul>
  3. 3. Introduction <ul><li>John Ulrich </li></ul><ul><li>Manager , Strategy, Communication & Business Development </li></ul><ul><ul><li>North American Business Development </li></ul></ul><ul><ul><li>Ford Customer Service Division </li></ul></ul><ul><ul><li>Automotive Services Component Group </li></ul></ul><ul><ul><li>Ford Motor Company </li></ul></ul>
  4. 4. Questions and Answer Session 1990-1996 2010 2008 2006 2004 2002 2000 1998 Technology Trigger Peak of Inflated Expectations Trough of Disillusionment Slope of Enlightenment Plateau of Profitability Internet Web “ Dot.Com” Begins “ E is Best” Investor Disillusionment Dot.Com Shake-out Business Disillusionment “ True” E-Business Emerges Optimized E-Business Visibility Source: GartnerGroup - 1999
  5. 5. Questions and Answer Session 1990-1996 2010 2008 2006 2004 2002 2000 1998 Technology Trigger Peak of Inflated Expectations Trough of Disillusionment Slope of Enlightenment Plateau of Profitability Visibility ?
  6. 6. Mission Our Mission … Transform Ford Motor Company into a Leading-Edge Consumer Company Worldwide
  7. 7. Goals <ul><li>Revolutionize Core Business Processes </li></ul><ul><li>Enhance Consumer Ownership Experience </li></ul><ul><li>Attract New and Grow Existing Consumers to our Brands </li></ul><ul><li>Increase Employee Job Satisfaction and Productivity </li></ul><ul><li>The CONSUMER will Win! </li></ul>The Internet will accomplish these goals:
  8. 8. The Company <ul><li>Manufacture vehicles </li></ul><ul><li>Sell vehicles to Dealerships </li></ul><ul><li>Support Dealerships and their ability to provide customers maintenance and repair </li></ul>Sales and Service
  9. 9. Enhance Consumer Ownership Experience Intensity of Customer Relationship Purchase Vehicle Ownership Cycle Replacement End of Warranty Corporate Marketing Communications Basic Vehicle Services
  10. 10. Enhance Consumer Ownership Experience Intensity of Customer Relationship Purchase Vehicle Ownership Cycle Replacement Basic Vehicle Services Enhanced Vehicle Services
  11. 11. Enhance Consumer Ownership Experience Intensity of Customer Relationship Vehicle Ownership Cycle Purchase Replacement New Value-Added Product & Service Opportunities Enhanced + Basic Vehicle Services
  12. 12. Example: On-line Internet Appointment Customer wants to make automotive maintenance appointment at their dealership Ford / Lincoln / Mercury Dealership <ul><li>List services requested </li></ul><ul><li>Check appointment times </li></ul><ul><li>Provide personnel / vehicle info. </li></ul><ul><li>Confirm appointments </li></ul>
  13. 13. On-line Internet Appointment Ford / Lincoln / Mercury Dealership Dealer Computer System
  14. 14. On-line Internet Appointment Ford / Lincoln / Mercury Dealership Dealer Computer System Dealer Web Page and Database
  15. 15. On-line Internet Appointment Ford / Lincoln / Mercury Dealership Dealer Computer System Dealer Web Page and Database Corporate Application
  16. 16. On-line Internet Appointment
  17. 17. On-line Internet Appointment
  18. 18. On-line Internet Appointment
  19. 19. On-line Internet Appointment
  20. 20. On-line Internet Appointment
  21. 21. On-line Internet Appointment
  22. 22. On-line Internet Appointment
  23. 23. On-line Internet Appointment 4 Seconds
  24. 24. On-line Internet Appointment $$
  25. 25. Hard Truths of e-Business <ul><li>Embrace an e-Culture </li></ul><ul><li>Do business in real time </li></ul><ul><li>Create Relevance </li></ul><ul><li>Develop an integrated approach </li></ul><ul><li>Develop a REAL business plan </li></ul>e-Business for the sake of e-Business will FAIL
  26. 26. Introduction Thank you John Ulrich [email_address]

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