Dealer Management System Implementation at Porsche Macedonia: Integrating the Business Functions for Increased Operational Efficiency and Customer Satisfaction

The increasing complexity and competitiveness in the marketplace, has forced most medium to large sized companies to rely heavily on Information Systems for their continued survival.Enterprise Systems have become an essential ingredient needed to gain efficiency, agility and responsiveness in order to succeed in today’s dynamic business environment.This competitive climate is also prevalent in the automotive industry. The study commences with an analysis of the various business processes at Porsche Macedonia,a branched sales and service network consisted of seven Volkswagen dealership located all around the country. It goes further into assessing the Information Systems in place and recommends a Dealer Management System (DMS) as a solution to the restrictions on existing technologies. It recommends strategies for the implementation of the modules that will integrate and automate the internal business functions. The description of the project life-cycle focuses on the business value that Porsche Macedonia can generate through the use of an integrated DMS. In addition, it addresses the challenges that the company is expected to face and proposes ways to help mitigate those trouble.