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Unethical BMW employees slow down the success of BMW
BMW is a premium car brand and BMW cars desirable bypeople who have passion for cars. Owning and driving apremium car has many advantages. Reliability, durability,functionality and quality are the most important values of apremium car. An owner of a BMW car would expect that incase of a failure BMW employees are fully committed andequipped to solve the issue on a professional and respectful way.
 The real performance of a company and its employees can be measured at its bestwhen issues occur. This article proves that BMW is focused to market, manufactureand deliver cars but is not organized to provide premium services. However BMWwants owners and drivers to believe BMW provides premium services, this isn’t reallythe case
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. This article elaborate the root cause of disappointing way BMW tries toavoid responsibility with regards to after sales services.
First class service
BMW claims that BMW provides first class services. What this claim really means is notdefined by BMW. “We are committed to providing you with first-class service thatdelivers best-in-class care for your vehicle, and an uncompromising drivingexperience.
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”As a BMW car owner you would expect that when you order your new BMW and tickthe options of available options, that the whole package is guaranteed to get first classservice as described with the fancy words which describe the commitment of BMWservices. This article proves that BMW AG after sales and legal departments don’t contribute tothe success story of BMW automotive, and employees of these departments behavedisrespectful, arrogant and ignore sincere customer complaints.
BMW Employee basic principles
 To put the behavior of the service departments of BMW AG in context in thisparagraph the BMW basic principles which are valid for every employee of the BMWgroup are copied.BMW AG claims that: “During the next decade we aim to secure our position as theworld’s leading manufacturer of premium automobiles. For this reason all of ourstrategies – including our corporate culture – are conceived on a long-term basis andare constantly target-oriented.3”
1
 http://www.scribd.com/doc/53537855/The-fear-of-BMW
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 http://www.bmw.com/com/en/owners/service/introduction.html
 
 The basic principles of the BMW Group form the basis of this long-term and target-oriented action
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.
Customer orientation
“Our customers decide whether or not our company is successful. Our customers are at thecentre of all of our actions and the results of our actions must be judged from a perspective of their benefit to the customer.”
Peak performance
“We aim to be the best. Each of us has to rise to this challenge, meaning that each employeemust be prepared to achieve a high degree of efficiency. We aspire to belong to an elite, butwithout being arrogant, because it is the company and its products that count the most – andnothing else.”
Responsibility
“Each BMW Group employee bears personal responsibility for the success of the company. Thisalso applies within a team, where each individual must be aware of his or her responsibility. Inthis respect we are fully aware that we all work together in achieving corporate goals. For thisreason we also work together in the interests of the company.”
Effectiveness
“Only sustainable and effective results are of benefit to the company. When assessingmanagement, it is only the effect of performance on results that counts.”
Adaptability
“In order to achieve continuous success we must adapt quickly and flexibly to new demands. Therefore, we regard change as a chance and the ability to adapt as the prerequisite formaking use of this chance.”
Dissent
“In the search for the best solution everyone has the duty to bring to light any disagreement. The solutions found are then resolutely implemented by all involved.”
Respect, trust, fairness
“We treat one another with respect. Management is based on mutual trust, trust is based oncalculability and fairness.”
Employees
“Business enterprises are made by people. Employees are our strongest factor of success.Consequently, personnel decisions belong to the most crucial decisions.”
Leading by example
“Every executive has an exemplary function.”
Sustainability
“We regard sustainability as a lasting and positive contribution towards the economic successof the company. This is the basis of our ecological and social responsibility.”
Society
“We consider awareness of social responsibility an inseparable part of our corporate self-conception.”
Independence
“We secure the BMW Group’s entrepreneurial independence through sustainable and profitablegrowth.”
 
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 http://www.bmwgroup.com Basic principles for employees
 
BMW Customer experience
 The experiences with customer services to is still being measured
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with anindependent survey amongst BMW customers who have contacted BMW customerservices. The front desk of BMW AG customer services is outsourced to GKK 
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, so thiscompany is also measured and involved in the survey.
Reason to contact BMW customer servicesWillingness of BMW employees to help Friendliness of BMW employees
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http://www.surveymonkey.com/s/VLX5QP6
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https://www.gkk.de/gkkde/kunden.php
Notes
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