In conversation with Anu Goel, executive vice-president of group aftersales and services, Volkswagen Group of America.

VW Group of America has as many as 34 different milestones in the delivery process, from vehicle scheduling and allocations, through to dealer delivery. For Anu Goel, who is responsible for vehicle logistics and service parts logistics, it’s important to differentiate the level of visibility and real-time data that is needed throughout the chain. For the end customer, only one thing matters: when will the car be ready for collection? For Volkswagen logistics analysts and managers, the question is what should the company do with the data? What is the action point to mitigate a problem, or give a dealer the best possible ETA?

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