Thomas Bittighofer
Head of Process and Systems Integration AUDI, Ingolstadt (Germany)
One Provider for all – Improved performance and cost efficiency
due to bundling of IT services at one of our strategic partners.
The quality of customer service is of special importance in a time of crowding-out competition and an increase in customer expectations. This leads to challenges for Volkswagen Group’s after-sales service which can only be met by continuous support with IT systems. For example, the large number of new models of all brands, the penetration of new markets, tight legal requirements and an increase in the vehicle complexity and variety require an optimum level of support of the service partners through innovative processes and access to stable, central IT systems within the Volkswagen Group.
For this reason at the beginning of 2008 the sales executives of the Volkswagen Group commissioned the programme "House of After Sales" with a duration of 2 years. The work model of the programme was based on the concept of simultaneous engineering in vehicle development. The comprehensive programme, driven together by IT, customer service and product support departments of all brands, laid the foundation for a future-proof system support of after-sales service.
Vitae
Thomas Bittighofer is currently Head of Process- and Systemintegration After Sales Audi AG
Ingolstadt. Before, he was Program Manager of the Volkswagen “House of After Sales” on
Group-level. He has also been Head of Service Systems and Head of Capacity Management /
Supply Chain Management for the Audi AG Ingolstadt.
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