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News of  June 06, 2001

Customer Orders to Be Processed Much Quicker in the Future

• Advantages of Global Ordering: New ordering process is quick, flexible, transparent and punctual
• All vehicle series switched over to Global Ordering

Stuttgart – DaimlerChrysler is now using its new "Global Ordering" process for all Mercedes-Benz vehicle models. This new system allows dealers to pass on customer orders directly to the production plant and receive immediate confirmation of the date in exchange. The new ordering system is based on modern Internet technology, making it available 24 hours a day and increasing not only processing speed, but ensuring on-time deliveries and flexibility as well.

Prof. Jürgen Hubbert, DaimlerChrysler Executive Vice President Mercedes-Benz Passenger Cars and smart, comments: "Customer satisfaction with regard to ordering and delivery is very important to us. This is the reason why the customer ordering process is part of our passenger car strategy, and the company’s second core process along with product development. The ‘Global Ordering’ project has enabled us to revamp the process which takes place between the ordering of a vehicle and its delivery to the customer, making it significantly quicker and more transparent."

An important advantage for the customer is that order processing times will drop from the previous 40 to 50 days to only 12 to 15. If manufactured at a German site, the C-Class already has an order processing time of 12 days when delivered to the customer at the Mercedes-Benz Customer Center. However, the number of unfilled orders currently determines actual delivery times.

This makes the entire process more transparent and understandable to the customer. The dealer can check the status of the order at any time and can enter any equipment changes that the customer may request up to six days before production begins in a German plant.

"Our goal for 2002 is to further reduce order processing times to only ten days," explains Dr. Joachim Schmidt, Divisional Board Member for Sales and Marketing at Mercedes-Benz Passenger Cars and smart: "We continually monitor the process to ensure that the stated delivery date is maintained. This is part of the goal agreement between Sales and Production."

The "Global Ordering" project began in October 1997 with the A-Class serving as the pilot model. All vehicle series have now been switched over to the new customer ordering process. "Global Ordering" brings with it substantial advantages, not just in Germany, but in foreign markets as well, for which the individual country organizations and headquarters in Stuttgart previously functioned as intermediary agents between dealerships and production plants. Today, a joint sales and production database ensures that direct contact can be maintained between dealers and plants.

"In redesigning the customer ordering process we have not only improved communication between dealers and plants," says Schmidt. "The level we have now reached has also created the basis for a stronger integration of e-commerce into the customer ordering process."

(June 01, 2001)

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