ford motor company
TRANSCRIPT
1Ford Motor Company
Introduction
2Ford Motor Company
Introduction
John UlrichManager, Strategy, Communication & Business Development
North American Business Development
Ford Customer Service Division
Automotive Services Component Group
Ford Motor Company
3Ford Motor Company
Introduction
John UlrichManager, Strategy, Communication & Business Development
North American Business Development
Ford Customer Service Division
Automotive Services Component Group
Ford Motor Company
4Ford Motor Company
Questions and Answer Session
1990-1996 2010200820062004200220001998
TechnologyTrigger
Peak ofInflated Expectations
Trough ofDisillusionment
Slope ofEnlightenment
Plateau ofProfitability
InternetWeb
“Dot.Com”Begins
“E is Best”
Investor Disillusionment
Dot.ComShake-out
BusinessDisillusionment
“True”E-Business
Emerges
OptimizedE-Business
Visibility
Source: GartnerGroup - 1999
5Ford Motor Company
Questions and Answer Session
1990-1996 2010200820062004200220001998
TechnologyTrigger
Peak ofInflated Expectations
Trough ofDisillusionment
Slope ofEnlightenment
Plateau ofProfitability
Visibility
?
6Ford Motor Company
Mission
Our Mission
…Transform Ford Motor Company into a Leading-
Edge Consumer CompanyWorldwide
7Ford Motor Company
Goals
•Revolutionize Core Business Processes
•Enhance Consumer Ownership Experience
•Attract New and Grow Existing Consumers to
our Brands
•Increase Employee Job Satisfaction and
Productivity
The CONSUMER will Win!
The Internet will accomplish these goals:
8Ford Motor Company
The Company
•Manufacture vehicles
•Sell vehicles to Dealerships
•Support Dealerships and their ability to
provide customers maintenance and repair
Sales and Service
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Enhance Consumer Ownership Experience
Intensity of Intensity of
Customer Customer
Relationship Relationship
PurchasePurchase
Vehicle Ownership CycleVehicle Ownership Cycle
ReplacementReplacement
End of WarrantyEnd of Warranty
Corporate Marketing Communications
Basic Vehicle Services
10Ford Motor Company
Enhance Consumer Ownership Experience
Intensity of Intensity of
Customer Customer
Relationship Relationship
PurchasePurchase
Vehicle Ownership CycleVehicle Ownership Cycle
ReplacementReplacement
Basic Vehicle Services
Enhanced Vehicle Services
11Ford Motor Company
Enhance Consumer Ownership Experience
Intensity of Intensity of
Customer Customer
Relationship Relationship
Vehicle Ownership CycleVehicle Ownership Cycle
PurchasePurchase ReplacementReplacement
New Value-Added Product & Service Opportunities
Enhanced + Basic Vehicle Services
12Ford Motor Company
Example: On-line Internet Appointment
Customer wants to make automotive maintenance appointment at their dealership
Ford / Lincoln / Mercury Dealership
1. List services requested2. Check appointment times3. Provide personnel / vehicle info.4. Confirm appointments
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On-line Internet Appointment
Ford / Lincoln / Mercury Dealership
Dealer Computer System
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On-line Internet Appointment
Ford / Lincoln / Mercury Dealership
Dealer Computer SystemDealer Web Page and Database
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On-line Internet Appointment
Ford / Lincoln / Mercury Dealership
Dealer Computer SystemDealer Web Page and Database
Corporate Application
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On-line Internet Appointment
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On-line Internet Appointment
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On-line Internet Appointment
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On-line Internet Appointment
20Ford Motor Company
On-line Internet Appointment
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On-line Internet Appointment
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On-line Internet Appointment
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On-line Internet Appointment
4 Seconds
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On-line Internet Appointment
$$
25Ford Motor Company
Hard Truths of e-Business
• Embrace an e-Culture
• Do business in real time
• Create Relevance
• Develop an integrated approach
• Develop a REAL business plan
e-Business for the e-Business for the sake of e-Business sake of e-Business
will FAILwill FAIL
