benjamin webster final presentation
TRANSCRIPT
John Deere Internship
Benjamin WebsterProduct Support InternDealer Global Support Services
| Benjamin Webster | Product Support Intern | Summer 20162
Agenda
• Introduction• Projects• Summer Experience• Lessons Learned• Questions
| Benjamin Webster | Product Support Intern | Summer 20163
Introduction
• Silver Spring, Maryland• 1st internship with John Deere• Previous internship with US Dept. of
Agriculture
Background
• Business Administration• Expected Graduation Date: May 2018
University of Maryland Eastern Shore
| Benjamin Webster | Product Support Intern | Summer 20164
Parts Distribution Reference Guide
| Benjamin Webster | Product Support Intern | Summer 20165
Parts Distribution Reference Guide (DRG)
Parts DRG
Parts Policies
Parts Processes
| Benjamin Webster | Product Support Intern | Summer 20166
What issues are we having?
• Not brand compliant• Hard to navigate• Hard to find • Content is out of
date• Tool is not available
globally• Dealers are unaware
of the tool
| Benjamin Webster | Product Support Intern | Summer 20167
What was I in charge of doing?
1. Generate project Charter2. Update the NA-DRG 3. Suggest a more effective layout4. Develop communication plan 5. Create DRGs worldwide
| Benjamin Webster | Product Support Intern | Summer 20168
What was the purpose of my project?
Call Volume
Dealer Satisfaction
| Benjamin Webster | Product Support Intern | Summer 20169
What areas were we creating DRGs for?
| Benjamin Webster | Product Support Intern | Summer 201610
What were the results?
• Created website templates• Updated the NA-DRG• Some areas go-live soon• Communication plan
| Benjamin Webster | Product Support Intern | Summer 201611
Current State
| Benjamin Webster | Product Support Intern | Summer 201612
Future State
| Benjamin Webster | Product Support Intern | Summer 201613
Global Stock Check Process
| Benjamin Webster | Product Support Intern | Summer 201614
Global Stock Check process
Dealer communicates defective part
Stock Check performed
Dealer and facilities informed
| Benjamin Webster | Product Support Intern | Summer 201615
What was the purpose of my project?
Dealerresponse
time Dealer Satisfaction
| Benjamin Webster | Product Support Intern | Summer 201616
What must be achieved in this project?
1. Create project Charter2. Map current process3. Suggest future process4. Define response metrics5. Develop implementation plan
| Benjamin Webster | Product Support Intern | Summer 201617
What was the result?
1. Charter is complete2. Current process map in progress
| Benjamin Webster | Product Support Intern | Summer 201618
Summer Experience
| Benjamin Webster | Product Support Intern | Summer 201619
Summer experience• Professional events• Facility tours• Volleyball League• Chicago trips• Role discussions• Summer classes• Flying
| Benjamin Webster | Product Support Intern | Summer 201620
Lessons Learned
Communication is key Ask questions
Think of the customer Cultures matter
Relationships are important
Special Thanks!
Kenneth BergDealer
GSS Team
TMCF
MANRRS
Warren Mitchell
| Benjamin Webster | Product Support Intern | Summer 201622
Questions?