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Volkswagen: Good Customer Service Requires Paper
By John W. Verity
2005-08-04
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Volkswagen: Good Customer Service Requires Paper - ' Base Case' (
Page 6 of 6 ) : Volkswagen At a Glance">
U.S. Headquarters: 3800 Hamlin Rd., Auburn Hills, MI 48326
Phone: (248) 340-5000
Business: Manufacturer of Volkswagen models such as Golf and Passat, and luxury lines such as Audi, Lamborghini and Bentley.
Financials in 2004: Revenue of $121.3 billion; net income of $923.4 million.
Project Leader: Jan Rüger
Challenge: Create automobile owner's and service manuals more efficiently, deliver content both on paper and in digital formats such as CD-ROM, and make the manuals available in more languages—all without adding staff.
Baseline Goals:
- Publish manuals in 29 languages, up from nine.
- Generate 2.8 million pages in print or online for manuals, up from 1.3 million, a productivity increase of 114%.
- Slash production times for new manuals by more than 50%, and cut translation times by 90%.
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