Together with our customer, we have set up a new process design for the future-oriented creation of after-sales processes in automotive retail.
Initial situation and objectives
- Integration and role of the process architects regarding requirement ascertainment up to implementation in product development projects sometimes challenging
- Strategic aspects in the sense of an optimal process under future framework conditions are currently not considered in after-sales
Approach
- Scope definition and stock-taking with regard to the objectives and target groups of the new target process to be worked on, including stocktaking of previous approaches, experiences and requirements of different user groups
- Development of a new process design considering essential future drivers
- Creation of concept proposal for the target process after-sales incl. deepening of content design and interaction with regard to current and target processes
Results
- Development of new after-sales process design
- Creation of a use-case-optimized draft for the overall target process with a holistic after-sales focus, incl. creation of game board in the spirit of a use-case configurator
- Creation of a complete template for standardized processing of target process-relevant topics by process architects for active participation in product development projects
- Elaboration of a Blueprint as a summary of the conceptual topics in form of a working instruction