“We regard sustainability as a lasting and positive contribution towards the economic success of thecompany. This is the basis of our ecological and social responsibility.”
“We consider awareness of social responsibility an inseparable part of our corporate self-conception.”
“We secure the BMW Group’s entrepreneurial independence through sustainable and profitablegrowth.”
“BMW Group's activities comprise the development, production and marketing of automobiles andmotorcycles”.
In this statement of the BMW group its remarkable that service activities are missing.
“Identifying potential and encouraging growth. Knowing what we represent. Recognizing where ourstrengths lie and making the best use of every opportunity. Following a clear strategy. Goals we haveattained are in essence the point of departure for new challenges. This is the philosophy that inspiresevery individual at the BMW Group. It influences the company's structure and it plays a vital role in thedecision-making process. Our corporate ethos finds its expression in the uncompromising pursuit of thesuperlative. The result? Outstanding brands with an unmistakable profile. Automobiles and motorcycleswhich fascinate people all over the world and which win legions of new admirers every day. And adegree of success which sees the BMW Group go from strength to strength.”
“With BMW, MINI and Rolls-Royce Motor Cars, the BMW Group is the world's only car maker to pursuea purely premium strategy for all market sectors covered by its brands, from exclusive smaller cars totop-of-the-range luxury limousines”.
BMW AG located in Munich is the organization which develops and manufactures BMW Cars. BMW AGpurchases some parts from other OEM companies. Some of these parts are directly related to officialoptions which can be found in the catalogue. BMW AG has centralized customer services departmentsand the front office of the customer services department is outsourced to GKK
. However the customerservice department of BMW AG encourages BMW drivers to contact the local BMW dealer for services,the remainder of this paper shows that this ambition is too high for tough problems.BMW dealers are individual companies, which represents the brand in a certain area, and have noformal relationships with other dealers. BMW dealers have a formal relationship with the BMW countryorganization which is part of BMW AG.