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Volkswagen Group Reorganizes Customer Service Processes And Structures


February 2005
 Filed under: VOLKSWAGEN CORPORATE Car News | VOLKSWAGEN CORPORATE Headlines
Wolfsburg, 22. February 2005 - The Volkswagen Group is reorganizing numerous customer service processes and structures. In future, there will be a division of tasks between the Group and the brands. Resources are to be focused more closely on customer and market needs.
"Following our restructuring, the brands will have an even clearer, more distinctive presence for the customer. At the same time, we will be concentrating general tasks affecting more than one brand at the Group level. Customer satisfaction will be substantially enhanced by optimizing efficiency at all levels from the customer to the Group ", said Stefan Jacoby, Executive Vice President of Marketing and Sales at Volkswagen AG.

For example, the training of wholesale and retail customer service personnel is to focus more strongly on the characteristic elements of the brand. At the same time, training will be planned across the boundaries of the individual brands. In units with direct customer contact, the systematic processes and procedures of the individual Group brands will be bundled. Jacoby stressed: "We will be able to achieve significant synergies here, especially in cooperation with wholesalers."

The restructuring will also result in a number of personnel changes. As of 1 April 2005, the newly created Group Service department is to be managed by Dr. Peter Porbeck (39), who has been Managing Director of Votex GmbH since 2000.

Also with effect from 1 April, Dietmar Hildebrandt (46) will be the new Head of Global Customer Service for the Volkswagen Passenger Cars brand. Hildebrandt has been with the Volkswagen Group since 1984 and was responsible for customer service at Audi from June 2001 to August 2004. He then managed the Group customer service reorganization project.

Prof. Knut Schüttemeyer, who has been Head of Customer Service at Volkswagen since 1991, is retiring at the age of 60. Jacoby thanked Schüttemeyer for his work, saying: "He has acquired an outstanding reputation throughout the Volkswagen sales network thanks to his unparalleled dedication and commitment. His service to the Group over the years has been invaluable."

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