Vision-MercerUniversity视觉Mercer大学

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1、"Thereisonlyoneboss.Thecustomer.Andhecanfireeverybodyinthecompanyfromthechairmanondown,simplybyspendinghismoneysomewhereelse."SamWaltonGMCOSTUMERSPROFILEFedericoArangoLeviDickersonJoeBiedenharnKaanKetenciBAA605VisionGM’svisionistobetheworldleaderintransportationpro

2、ductsandrelatedservices.Wewillearnourcustomers’enthusiasmthroughcontinuousimprovementdrivenbytheintegrity,teamworkandinnovationofGMpeople.Becomingthebestisanunendingjourney,aconstantlychangingdestination.Butthat’swherewe’redeterminedtodrive–onecar,onetruck,onecusto

3、meratatime.COREVALUESCustomerenthusiasmIntegrityTeamworkInnovationContinuousimprovementIndividualrespectandresponsibilityCULTURALPRIORITIESEnhanceproductandcustomerfocusActasonecompanyEmbracestretchtargetsMovewithasenseofurgencyPositioningStatementAtGM,wearecommitt

4、edtoprovidingourcustomerswith“gottahave”productsthatarehighqualityandvisuallyappealing,andtobeingleadersinfueleconomyandsafety.Everydayouremployeesarelookingfornewandinnovativewaystoimprovetheproductswemanufacture.CUSTOMERRETENTIONDeliveringagoodexperiencetocurrent

5、customersPositiveSalesProcessEfficientpersonalizedserviceGeneralvehiclereliabilityCRITICALFACTORSTopTenFactorsinChoosingYourVehicleReliability/DurabilityInteriorComfortExteriorStylingQualityofWorkmanshipDealerwasconvenient/likeddealerinmyareaPerformanceLiketheimage

6、thevehicleportraitsGasMileageSafetyPassengerCapacityCriticalFactorsforCustomerSatisfactionWithDealerServiceServiceInitiationServiceAdvisorIn-dealershipExperienceServiceDeliveryServiceQualityUser-FriendlyServiceGLOBALPRESENCESEGMENTATIONDemographic:TypeofMarketsCons

7、umersConsumersMenandwomenLegaldrivingage(adaptedtothelawineachcountry)Companies(forprofit¬-for-profit)GovernmentsGeographicSegmentationandbrandsofferedGMNA(TheUnitedStates,CanadaandMexico)*Buick*Cadillac*Chevrolet*GMC*HUMMER*Pontiac*Saab*SaturnGeographicSegmenta

8、tionandbrandsofferedGME(Europe)OpelVauxhallSaabChevroletCadillacCorvetteHummerGeographicSegmentationandbrandsofferedGMAP(AsiaPacific,Australiaand