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?