Nissan European Aftersales : The Move from Legacy … · Nissan European Aftersales : The Move from Legacy System to Data ... • Strategic Alliance with Renault since 1999 ... Nissan

Nissan European Aftersales :The Move from Legacy System to Data Warehouse

Jonathan DaviesNissan Europe N.V.

The Presentation Agenda

• Introduction to Nissan in Europe

• The Aftersales business

• The Nissan business challenge

• The story of the project

• The benefits achieved

• Future plans

• A summary of lessons learned

Nissan - A Global Company

• Multinational Automotive Manufacturer

• 27 manufacturing facilities in 19 countries

• Cars sold in more than 192 countries

• 131,000 direct employees world wide

• Total annual production of 2.4M vehicles

• Strategic Alliance with Renault since 1999– joint production of 4.8 million vehicles

Nissan in Europe

• 1962 : Start of Nissan exports to Europe

• 1975 : Leading Japanese car brand in Europe

• 1980 : First manufacturing presence in Europe

• 2000 : Car sales target > 550,000 vehicles

• 2000 : Parts Aftersales target turnover > 1B €

• 2000 : Over 90% of European car salesmanufactured in Europe

Nissan in Europe

ManufacturingResearch andDevelopment

VehicleDistribution

Sales & Marketing

•NMUK Sunderland

•NMISA BarcelonaNissan TechnologyCentres in Europe

Nissan DistributionServices

•National SalesCompanies

•European PartsCentres

NISSAN

EUROPE

Owner Support

What is Aftersales ?

• All activities to support the Nissan ownerfollowing the purchase of a Nissan vehicle

• Aftersales is:

RoutineMaintenance

ProductInformation

AccidentRepair

BreakdownRecovery

AccessorySales

WarrantySupport

MarketingCommunication

SafetyCommunication

Nissan Aftersales - The Data

200,000+

550+

100

10

Parts

Products

Group

Types

Product Hierarchy

Customer Hierarchies:16 Major + 80 others

Business / Market Codes : Model, Service,Competition,.

History :3 - 10 years

ExchangeRates,

Currencies etc

Order / Sales Transactions4 Million + per month

Nissan Aftersales - Use of the Data

0

200

400

600

800

In depen den t 162 175 171

Grou p 560 556 563

1998 1999 B P F 5+7

Year End Forecast

Profit TargetSetting and

Tracking

Total P&A Consolidated Sales - Q1Y .T .D . Mar ch v s '99

x E ur o 1000 S ales B P Index IndexF r ance 18,530 16,713 111 106Germany 31,926 30,800 104 92H olland 9,901 11,257 88 91Italy 19,508 19,160 102 109S pain 31,992 28,074 114 111S witz er land 5,689 4,466 127 93U .K . 37,344 34,887 107 103Gr oup T otal 154,889 145,356 107 102Independents 26,006 27,971 93 96Other s 14,585 15,209 96 84GR AND T OT AL 195,480 188,536 104 100

Business Planning

Sales Reporting

Cus

tom

er L

oyal

ty %

0

1 0

2 0

3 0

4 0

5 0

6 0

7 0

8 0

9 0

1 0 0

1 2 3 4 5 6 7 8 9 1 0Age of Vehicle

Retention

AcquisitionMarket Trends

Product Planning

S hocks

E xhaus tCl utch

B atter ies

B r ake f r ict ion

W B ki ts

B r ake di s cs

F an bel ts

Gl ow plugs

Q1 1999 Key Value Rangecompleted

= Key Value available = Prices Re-aligned

Campaign Tracking

Nissan Europe Mainframe

The Existing Legacy System :How were Aftersales supported

AGGREGATION

Nissan EuropeAftersales Systems

NSCSales

NSCOrders

COLLECTION

NSCDealerOrders

DealerSales

NSCStock

Standard

Ad-hoc

Excel

EXPLOITATION

Aftersales

What do the Nissan Users want ?• Support same key performance reports• Increased Ease of Use• Availability to wider audience• Flexibility in ad-hoc inquiry• Improved response and availability• Improved data integrity (Single source)• Independence from IT

Quick Project Results !!!

Business Requirements

What do the Nissan IT want ?• Standard expandable solution• Relational data solution• In-house support• Lower maintenance• Standard error correction procedures• Control of data integrity• Reduced User reliance on IT Support

Meet the Business current and future needs !

IT Requirements

Project Approach

• A data warehouse solution– Open structure for current and future needs

– Business to control exploitation

– IT to control data collection and consistency

• SAS Institute involvement– Nissan’s good experience with SAS products

– Clear methodology

– Offer of partnership in project

Nissan SAS Institute

Project Organisation - Skill Sharing

Consultancy Support

•Rapid Methodology(RDWM)

•DW Design Skills

•SAS Delivery Skills

•Training

•Product Range•Product Expertise

•Business Analysis

•TechnicalInfrastructure

•Mainframe Skills

•Future IT Support

•Business Knowledge

•ExploitationRequirement

Nissan SAS Institute

Project Organisation - Staffing

Consultancy Support

•Project Manager

•SAS DW Architect(Designer)

•SAS Consultant(Exploitation)

•Training Support

•SAS ProductExpert (Technical)

•InfrastructureSpecialist

(NT/Networks)

•System AnalystProgrammer

•Trainee SASSupport staff (2)

•Project Manager

•Key Users (2)

2.01.8F.T.E.

Assessment

Requirements

Design

Construction

Deployment

Review

Maintenance

SAS Rapid Warehousing Methodology

Definition Phase

Phase 1Phase 2

N N+1 N+2 N+3 N+4 N+5 N+6 N+7

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Definition Study

Phase 1 Delivery

Phase 2 Delivery

! - Review

Project Phasing

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Definition Study

Phase 1 Delivery

Phase 2 Delivery

! - Review

Definition Study

• Scope

• Approach

• Organisation

• Measurement

• Solution Arch.

• Plan / Cost

Legacy System Architecture - reminder

Nissan Europe Mainframe

COLLECTION

AGGREGATION

EXPLOITATION


Excel

Standard

Ad-hoc

NSC

Aftersales

NT Server

DWH

Sas

SAS/WarehouseAdministratorTM

METADATA

Nissan Mainframe

EXTRACTION

Solution Architecture

COLLECTION


NSC

Ad-hocStandard

Aftersales +

EnterpriseReporterTM

SubjectsDimensions

Excel

N N+1 N+2 N+3 N+4 N+5 N+6 N+7

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Definition Study

Phase 1 Delivery

Phase 2 Delivery

! - Review

Phase 1 Delivery

• Design

• Infrastructure

• Product Install

• Initial Build

• Initial Load

• Training

SAS/Warehouse Administrator TM

Enterprise Reporter TM

Issue : Expectation Management

• Enterprise ReporterTM

– Could not produce existing reports– loss of user confidence in solution

• Expectation Difference between :Project Focus

Data

User Expectations

ExistingFormat+

Issue : Expectation Management

• First Countermeasure– Demonstration of multiple Sas options– End Result : Confusion !

• Second Countermeasure– Agree exploitation was critical for Phase 2– Assign SAS exploitation consultant to support

users– Approach - Enterprise ReporterTM + Excel– End Result : Re-assurance !

Issue : Future Support Staff Involvement

• Intention : Involvement in Project Tasks– Short Time scale– Education Timing (Courses)– Staff Availability– Pressure to Progress

• Countermeasure– Solution Structure– Training Quality– Documentation– SAS Post Implementation Support

N N+1 N+2 N+3 N+4 N+5 N+6 N+7

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Definition Study

Phase 1 Delivery

Phase 2 Delivery

! - Review

Phase 2 Delivery

• 2nd Build

• 2nd Load

• Exploitation

• Production

• Hand over

• Support

Solution Architecture - Reminder

NT Server Aftersales +


DWH

Sas

Ad-hocStandard Excel


METADATA

SubjectsDimensions

Solution Architecture- Exploitation Issue Resolution


Aftersales +

DataWarehouse

METADATA


Sas

NT Server DataMarts

SubjectsDimensions

Ad-hocExcel

Daily Summary

Summary Inquiry

Ad-hoc Inquiry

Standard

Standard Reports

Excel

Issue : Production Implementation

• Production Scheduling– NT Server - not a traditional batch environment– Synchronise Mainframe and NT Server

• Organisation Support Issues– Helpdesk– Technical Support– Application Support– User Administration

• Problem Escalation / Callout Procedures– e-mail link to Helpdesk

• Assessment of Support Requirements

Post Implementation Results

• Project Completed– On time

– Within original budget

• Month 1 : Users sign-off production data (3 years)

• Month 3 : Old and New solution run parallel

• Month 3 : Legacy System discontinued

• Month 6 : Sas support reduced (6 / 12 days used)

Business Benefits - One year on...

• Improved control over total business– faster, more reliable information– shift to value-added activities (data preparation to use)– better supported decision making

• Wider Use - No need for specialists– > 30 independent users of Enterprise Reporter

• User Independence– increased confidence in data– less requests for IT assistance

• Workload reduction for monthly reporting– From 2 weeks to 3 days and less complex!

IT Benefits - One year on…

• Improvement in service level– Pro-active control of data integrity– Data corrections require simplified actions

• Reduction in support overheads– From 40 to 20 man days in first year– Independent In-house support

• No Y2K Issues• Euro Conversion achieved within 4 man days• Staff Motivation (New tools / technologies)

Satisfied Customers !

Data Warehouse - Next Steps

• Repeatable solution - other business areas• Improvements on the concept

– Performance Improvements– Specific access requirements within the solution

• New business benefits by alternative access– National Sales Companies– Intranet Applications

• New business benefits by areas for inclusion– Warranty– Supplier performance measurement

Project Lessons

• Set practical scope definition• Plan SAS development to match future support

– It can always be better !– Development = Maintenance– Use your own skill base– Don’t ‘over specify’ to impress

• Progress in short phases with review– In order to identify real issues

• Production Organisation– Don’t underestimate what is involved– People and procedures

Project Lessons

• Understand user expectations– Data AND Format !

• Understand current User environment– Study results AND process

• Manage presentation of SAS options in a crisis– Don’t show too many options– More is less !

• Future IT Support– Development involvement is best– Training / documentation / Post Impl. support can work– Dependent on Solution (Design issue !)

Final Comment

• A Data Warehouse structure to support a realbusiness need was delivered with:– Limited resource– Short lead-time– SAS Products– SAS partnership

• The delivered system is :– In daily use– Delivering business benefit– Nissan supported– A strategic building block for the future…...

Thank you for your attention

Any Questions ?

Nissan European Aftersales : The Move from Legacy … · Nissan European Aftersales : The Move from Legacy System to Data ... • Strategic Alliance with Renault since 1999 ... Nissan

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