General Motors Corporation Web Site Strategy

1. General Motors Corporation Web Site Strategy Steven Hanna Executive Director, Supply Chain Information Systems & Services General Motors Corporation

2. General Motors Corporation

3. General Motors Corporation • Sells products in more than 200 countries • 200+ manufacturing facilities in 50+ countries • 15.1% global market share • 8.5 Million units • 14,000 dealers • 5,000 parts in each vehicle • 180 million pounds of material received daily • 12,000 sources—“just in time” • $90B of material and services purchased annually • 362,000 employees globally

4. State of GM Information Technology in 1996 • IT costs not competitive • Few operational metrics • Piecemeal infrastructure & systems • “Build” strategy for all systems • Little reuse • Lack of GM IT competency • Single outsourcer

5. State of GM Information Technology in 1996 • Fragmentation, multiple solutions for the same business process • 7,000 legacy information systems • No common desktop environment • No common email system • 23 CAD/CAM systems • Significant network instability

6. The GM IS&S Team GM CEO R. Wagoner Sector Pres. Sector Pres. Sector Pres. GM CIO R. Szygenda Sector Pres. Sector Pres. Process Information Officers Business Unit Chief Information Officers CIO CIO CIO CIO CIO Technology Information Officers Sales & Marketing Product Development Manufacturing/ Quality Administrative Management HR/Finance Supply Chain

7. GM Infrastructure Improvements • >2000 Non-essential computing servers • 3,000 Legacy information systems • 80% Fewer outages • Lost manufacturing units • Lost engineering productivity Subtract • 120K Common, global desktops (GM Online) • 1200% super computing capacity • Capacity: 3X WAN, 20X MAN, 10X LAN/CAN • Application availability improvements • Web Hosting capability and availability Add • Self-financed from operating cost reduction

8. Creation of GM’s Business Web

9. The GM Business Web

10. The GM Business WebChallenges • Common vs. unique solutions • Speed of delivery • Consistency across channels • Flexibility

11. The GM Business WebApproach • Global B2C web Infrastructure • Component based framework for delivery • EAI integration services for data / legacy integration • Standard technical infrastructure components - Directory - Security - Personalization - Portal • ASP model for many applications

12. The GM Business WebGlobal B2C Web Infrastructure A single web infrastructure supports all B2C websites and applications Consumer Shop / Buy Sites Dealer Sites Brand Sites Ownership GMAC OnStar Action Servlet / JSP Data Components Adapters - Extract / Transform / Load Publish / Subscribe Inter-Application Workflow Transaction Integrity Integration Services Legacy Applications

13. The GM Business Web Original Approach Component Based Framework Presentation(User Interface) OwnerCenter Dealer Web Pages Shop /Buy Brand Country /RegionSpecific Site Country /RegionSpecific Site User Experience & Business Rules Common User Experience & Business Rules Vehicle Locator Core Services Dealer Locator Vehicle Locator Dealer Locator Selector Selector Data CommonData CommonData Country Data LegacySystems LegacySystems Centrally Maintained Country Maintained

14. Web Tier Component Tier Database Tier Struts Config Action Mapping 3rd Party Integration Data Components Action Servlet Client Tier Action Form Extensions Web Bean Action Class Data Web Bean Action Forward API Action Error Data Components XML Conversion JSP JSP Templates XSL XML Descriptors Content Tag Libraries Tag Libraries The GM Business WebComponent Based Framework Legend Framework Infrastructure Centrally Maintained Country Maintained

15. The GM Business WebComponent Based Framework Technology Components Business Components Vehicle Configurator Vehicle Selector Locator – Dealers, Vehicles Security Registration Content Management Messaging Personalization

16. The GM Business Web Shop / Buy Sites Brand Sites Common Components Dealer Web Sites Owner Center

17. The GM Business WebShop/Buy Brazil • Customer can make deposits, request financing, process invoices, obtain delivery confirmation • 70% of sales are conducted online • 90,000 sold since September, 2000 launch • 11 days Order-to-Delivery Lead Times (versus 45 days average)

18. The GM Business WebOwner Center at My GM Link

19. The GM Business WebOwner Center at My GM Link A Vehicle Home Page that Delivers ……. The brands and business units’ look & feel, carrying over the existing relationship A user experience that customers tell us is easy to navigate

20. The GM Business WebOwner Center at My GM Link ……. And Enables Aggregation GM can cross-sell many other GM products and services Customers can register as many vehicles as they own, with easy access to each vehicle’s home page

21. The GM Business WebDealer Web Publishing

22. The GM Business WebVehicle - OnStar

23. The GM Business WebBenefits • Shop & Buy Sites • Implemented in 40 countries • Accessible to 3.5 billion people • Highest visit rate among automotive manufacturer sites • 3.5M visits / month • 1,500 leads / day to dealers; 85% closure rate (U.S.) • 40% conquest rate • Brand Sites • 7M visits / month • Owner Center • 70,000 registered customers • Implemented for U.S. (all brands) and Mexico; built for global deployment • 200K visits / month • Integrated with enterprise CRM

24. The GM Business WebBenefits • Common vs. Unique Solutions • Achieved cost effective balance using J2EE and EAI • Speed of Delivery • Deployed shop/buy capability: • 6 weeks small markets • 8 weeks major markets • 40 countries in 2 years • Delivered new capability: • 6 months Owner Center • 9 months Dealer Web Publishing • Consistency Across Channels • Shared components and infrastructure • Flexibility • Common deployment process • J2EE framework