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

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

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

The GM IS&S Team ProcessInformationOfficers TechnologyInformationOfficers Business Unit Chief Information Officers Sector Pres. AdministrativeManagement GM CIO R. Szygenda CIOCIOCIOCIOCIO GM CEO R. Wagoner Sales & Marketing ProductDevelopment Manufacturing/Quality HR/Finance SupplyChain

GM Infrastructure Improvements  >2000 Non-essential computing servers  3,000 Legacy information systems  80% Fewer outages  Lost manufacturing units  Lost engineering productivity  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 Subtract Add Self-financed from operating cost reduction

Creation of GM’s Business Web

The GM Business Web

The GM Business Web Challenges Common vs. unique solutions Speed of delivery Consistency across channels Flexibility

 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 The GM Business Web Approach

Integration Services Integration Services Inter-Application Workflow Transaction Integrity Adapters - Extract / Transform / Load Publish / Subscribe The GM Business Web Global B2C Web Infrastructure DataComponents Consumer OnStar BrandSites Shop / Buy Sites Ownership DealerSites GMAC Legacy Applications Action Servlet / JSP A single web infrastructure supports all B2C websites and applications

The GM Business Web Common Data Presentation (User Interface) User Experience & Business Rules Core Services Data Original Approach Component Based Framework Owner Center Dealer Web Pages Shop / Buy Vehicle Locator Dealer Locator Country Data Selector Vehicle Locator Dealer Locator Selector Centrally Maintained Country Maintained Brand Country / Region Specific Site Common User Experience & Business Rules Legacy Systems

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

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

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

The GM Business Web Shop/Buy  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)

The GM Business Web Owner Center at My GM Link

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

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

The GM Business Web Dealer Web Publishing

The GM Business Web Vehicle - OnStar

The GM Business Web Benefits  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

The GM Business Web Benefits 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