Poor cooperation between after sales team at Prestige Sports Cars Co., Ltd

Abstract

Prestige Sports Cars Co., Ltd is the official distributor of Porsche in Vietnam (Porsche Vietnam). Porsche is one of the leading sport car brands in the world with powerful engine, high performance, attractive vehicle such as the legendary 911, 718 Boxster, 718 Cayman, Panamera, Cayenne, Macan. In Vietnam, Porsche is still taking a small market share in car industry. Porsche is famous brand in luxury cars industry with quality products as well as warranty and maintenance service. Therefore, in addition to selling cars, after-sales service is also given top priority for all official distributor in the world. Base on the management report in 2018, the result of business had been decreased compare with 2017. By using different literature reviews and in-depth interviews among employees in different departments: Sales, After Sales, Finance, Human Resources, Porsche Vietnam had two main symptoms in After Sales department which lower in After Sales profit margin and high turnover rate of technician. These aspects contribute to clarify the answer of the queries: what the main problem is, what the potential problem is, why it is the main problem, how important and how it effect to profit margin and After Sales employees in general and technicians in particularly. The number of vehicles reduced corresponds to a 4-year maintenance package reduction, which is included when selling a new car. Besides, technical staffs leaved their job frequently which also greatly affects the quality of service and sales of the company.The cause of the decline in profit margin and high turnover rate of technicians are estimated to be impacted by three reasons: reduction of sales, increase in cost of goods sold and job dissatisfaction. This research will be a supportive analysis for After Sales Director to find the key problem, the main causes and conduct best solution to increase profit margin as well as reduce the turnover rate of technicians. Improvement of cooperation and teamwork is the necessary method to reach business target as well as achieve personal goals.