Benjamin Webster completed a summer internship with John Deere's Dealer Global Support Services. He worked on two projects - updating the North America Parts Distribution Reference Guide and mapping the global stock check process. For the Parts Distribution Reference Guide project, he generated a project charter, updated the guide, suggested a new layout, and developed a communication plan. For the stock check process project, he created a project charter and began mapping the current process. Through his internship, Benjamin gained experience attending professional events and facility tours while also learning important lessons about communication, asking questions, considering the customer perspective, and building relationships.

1. John Deere
Internship
Benjamin Webster
Product Support Intern
Dealer Global Support Services

2. | Benjamin Webster | Product Support Intern | Summer 20162
Agenda
• Introduction
• Projects
• Summer Experience
• Lessons Learned
• Questions

3. | 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

4. | Benjamin Webster | Product Support Intern | Summer 20164
Parts Distribution
Reference Guide

5. | Benjamin Webster | Product Support Intern | Summer 20165
Parts Distribution Reference Guide (DRG)
Parts
DRG
Parts
Policies
Parts
Processes

6. | 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• Content is out of
date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

7. | Benjamin Webster | Product Support Intern | Summer 20167
What was I in charge of doing?
1. Generate project Charter
2. Update the NA-DRG
3. Suggest a more effective layout
4. Develop communication plan
5. Create DRGs worldwide

8. | Benjamin Webster | Product Support Intern | Summer 20168
What was the purpose of my project?
Call
Volume
Dealer
Satisfaction

9. | Benjamin Webster | Product Support Intern | Summer 20169
What areas were we creating DRGs for?

10. | 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

11. | Benjamin Webster | Product Support Intern | Summer 201611
Current State

12. | Benjamin Webster | Product Support Intern | Summer 201612
Future State

13. | Benjamin Webster | Product Support Intern | Summer 201613
Global Stock
Check Process

14. | Benjamin Webster | Product Support Intern | Summer 201614
Global Stock Check process
Dealer communicates
defective part
Stock Check performed
Dealer and facilities informed

15. | Benjamin Webster | Product Support Intern | Summer 201615
What was the purpose of my project?
Dealer
response
time
Dealer
Satisfaction

16. | Benjamin Webster | Product Support Intern | Summer 201616
What must be achieved in this project?
1. Create project Charter
2. Map current process
3. Suggest future process
4. Define response metrics
5. Develop implementation plan

17. | Benjamin Webster | Product Support Intern | Summer 201617
What was the result?
1. Charter is complete
2. Current process map in progress

18. | Benjamin Webster | Product Support Intern | Summer 201618
Summer
Experience

19. | Benjamin Webster | Product Support Intern | Summer 201619
Summer experience
• Professional events
• Facility tours
• Volleyball League
• Chicago trips
• Role discussions
• Summer classes
• Flying

20. | Benjamin Webster | Product Support Intern | Summer 201620
Lessons Learned
Communication
is key
Ask questions
Think of the
customer
Cultures matter
Relationships
are important

21. Special Thanks!
Kenneth Berg
Dealer
GSS Team
TMCF
MANRRS
Warren
Mitchell

22. | Benjamin Webster | Product Support Intern | Summer 201622
Questions?