New spare parts business

model from the redefinition of

processes and roles

in the supply chain

Volkswagen, one of the world's leading car manufacturers, was looking to improve the efficiency and standardisation of after-sales processes in its dealer network. The need to define an optimised operating model adapted to the different types of dealerships was key to improving service management and profitability.

Challenge:

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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