Volkswagen needed to evaluate and optimise the after-sales processes in its dealerships, identifying best practices and establishing a common, standardised approach depending on the size of the dealership (large, medium or small).

In addition, it required a system that would identify areas for improvement and provide a clear structure for operational management.

Solution:

A comprehensive analysis of after-sales processes was carried out using a Business Process Analysis (BPA) tool. Based on this study, execution times were defined, support systems were identified and a standardised operating model adapted to each type of dealership was established.

This approach allowed us to optimise operations, improve traceability and ensure homogeneous execution throughout the network.
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