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Website Optimization Paper
Leah Chanthapanya
November 4, 2013
EBUS/405
Professor Caleb Green

In this paper, I will be making a few suggestions on how to improve the PPG Industries website to make it more convents for consumers, distributors, and collision shops. The topics that I want to suggest on improving the most are MSDS search engine, organization in the online ordering product, and advertising on the PPG Industries website. The numerous of complaints from the consumers are constantly calling for assistance to find certain materials or purchase items. However, as a Web support representative, I have to help and give advice to the consumer on how to maneuver through each web page, including e-mailing MSDS sheets, reset passwords, correcting purchasing orders, and directing consumers to the correct web page. Therefore, I have a few ideas on how to make the web page more suitable for those who are not tech savvy as the rest of the world.
Improving the MSDS search engine The MSDS search engine or Material Safety Data Sheet is to assure on-the-job safety and minimize health risks, be sure to follow all applicable safety and health precautions for using PPG products (PPG Automotive Refinish , 2013). This search engine can find almost any product name or code, but it has to be only automotive paint. The main mistakes that customer has with this search engine are 1. Trying to find MSDS on house paint 2. Using the wrong product code or no product name in the search engine 3. Too much information for the search engine to handle
I would give information to the customer about what the MSDS search engine can and cannot find when it comes to paint. I would suggest improving the information is given to the customer along with information on how to use the MSDS search engine. As you can see below:

There is not any information or direction for the customer on how to find what MSDS he or she are looking for; therefore, this can cause confusion and no search found on what information they are looking for in the system. My suggestion is put direction on the MSDS web page for the customers to read on how to use this search engine. The following directions I would put on this web page are 1. MSDS search engine can only pull up automotive paint data sheets 2. Please add the product name or code in the box and change the language to what you want the data sheet to be (remember: less is more when adding information in the search engine) 3. Please be patient when searching for information because it takes time to load in the system. 4. Please make sure the customer system has Adobe because that is what the data sheet will be downloaded on.
This will have less customers calling and complaining about how slow or confusing the search engine are to them.
Organizing the Online Ordering Product The main issue with the online ordering product web page is the major confusion when placing an order or returning one. Customers along with distributors have the hardest time with this web page that cause 45 minutes to an hour on the phone trying to correct the situation. The customer must first go to the express ordering then place the order of the product. Hit save before submitting the order. If the customer does not hit save and try to submit the order then the order that was trying to be placed will be lost. Therefore, the customer will have to place the order all over again. Anytime a distributor is trying to return a product that is worth over $20,000 must save the return order as well or the return order will be lost. Therefore, my suggestion is to separate the two from the express ordering or send out an email that gives directions on how to return or place an order. Anytime a distributor is trying to place a return order will get confuse when the web page will direct them to express ordering. I have to constantly explain to the distributor that they are doing a return order because of the name express ordering gets them confuse that causes the distributor to call Web support.
Advertising
Advertising is a big deal with PPG Industries because that how the company builds revenue. PPG Industries web page has a couple of items that need to be more informative and up-to-date to get the consumers more involved with events that are happening in their area. For example:

As you see in this picture of the PPG event news that happened last month. My suggestion is to add more information that is fresh and new for this month. Letting the consumers and employees know what is coming out for next month to keep them posted and up-to-date. Therefore, the employees can be knowledgeable of what PPG Industries is coming out for next month on the website. For example: I knew PPG Industries was coming out with a mobile color app for mobile repair customers but never was told when it was coming or how to show the customer on how to download it on their mobile device. When the customer received an email about it and wanted to know more on how to use it, downloading, and what mobile device is compatible for it. I was totally lost because I had no information about the mobile color app at all. I had no choice be to direct the customer to the marketing department for that information. My suggestions make certain products knowledgeable to the employees before the customer gets the information first. Show each employee what is the latest technology that is coming out for the customer and how it works.
In conclusion, I would suggest that PPG Industries IT support start to follow up with their fellow employees to discover what the actual problem is with the website and upgrade it. I have made several suggestions on how to fix the problem to make it more convents for employees and customers. The three main problems that I have touched on about the website are confusion, little or no directions, and outdated information. If the IT support updated and made a couple of changes on the PPG Industries website then more customers will be satisfied with the improvement. References
PPG Automotive Refinish . (2013). MSDS search . Retrieved November 3, 2013, from PPG Automotive Refinish North America : http://www.ppg.com/coatings/refinish/en/safetyhealth/Pages/default.aspx

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