says it is now using a new global ordering process for all Mercedes-Benz vehicle
models produced in Germany.
The new system allows dealers to send customer orders directly to the production
plant and receive immediate confirmation of the delivery date.
Based on internet technology, the system operates 24 hours a day to increase
order processing speed, ensuring on-time deliveries and increased flexibility.
"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,”
said DaimlerChrysler executive vice president for Mercedes-Benz and Smart cars
“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 Mercedes-Benz customers is that order processing
times will drop from the previous 40 to 50 days to only 12 to 15.
If manufactured in a German factory, the (left-hand drive) C-Class already
has an order processing time of 12 days when delivered to a customer at the
factory-run Mercedes-Benz Customer Centre.
However, the number of unfilled orders currently determines actual delivery
The new system makes the entire process more transparent and understandable
to the customer, Mercedes-Benz says.
The dealer can check the status of the order at any time and can enter any
equipment changes requested by the customer up to six days before production
begins in Germany.
However, the company has not yet said when or if the system would be extended
to major plants outside Germany such as the M-class facilities in Alabama, USA,
and Austria or the right-hand drive C-class factory in South Africa.
Mercedes-Benz spokespersons could not be reached for comment.
"Our goal for 2002 is to further reduce order processing times to only
10 days," the divisional board member for passenger car sales and marketing,
Dr. Joachim Schmidt, said.
"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
Mercedes says global ordering brings substantial advantages in both Germany
and export markets. Previously, individual country subsidiaries or independent
distributors and M-B headquarters in Stuttgart acted as intermediary agents
between the dealerships and production plants.
Today, a joint sales and production database ensures that direct contact can
be maintained between dealers and the 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.”
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