《奔驰汽车售后服务流程资料大全》(227页)英文

Purpose
Content
Input/ Output
GSP / TNP
3
„Workshop Process 2010“
Service reception
Service booking Prepare reception Perform reception Perform prediagnosis Conclude reception
_Find out what customer wants (customer wishes and complaints) and document in original wording _If necessary transfer customer to Service Advisor _Perform pre-diagnosis on phone (especially in case of complex repairs): find out what customer wants/question symptoms as far as possible (what, where, when, how) _Offer to do any / Offer any additional service work (e.g. small repair ) _Ask customer if further works have to be performed at his vehicle Customer concerns in original wording and symptoms documented Service Receptionist/ Service Advisor DMS
Agreement of an appointment convenient for customer and workshop on basis of customer request, a first definition of service scope and a check of service resources _Customer and vehicle data are determined and a pre-order is opened _Customer request is recorded as detailed as possible and documented _A first rough estimate of cost and time framework is submitted _The method of reception is coordinated with the customer, appointments are agreed on basis of a disposition of service resources In: Start of the process via different kinds of approaches / first contact (e.g. by phone) by the customer Out: Pre-order with customer and vehicle data, exact documentation of customer request and estimated service scope, appointment for reception, and appointment for estimated vehicle hand over are adjusted
Coordinate reception& hand over method/ location
Conclude repair/ maintenance Close workshop order Conclude vehicle hand over Conduct quality assurance Process warranty/ goodwill claim
Conduct final inspection
Conduct repair/ maintenance Check documentatio n of workshop order Conduct vehicle hand over
Conclude repair/ maintenance Close workshop order Conclude vehicle hand over Conduct quality assurance Process warranty/ goodwill claim
Service reception Work preparation
Prepare reception Perform reception Perform prediagnosis Conclude reception
Service booking
Check job assignment
Prepare vehicle
Service booking (I)
Customer contacts workshop
_Per phone: welcome with MB dealer, location, first and surnames, regional greeting, address customer by name (if possible) _As the case may be, decide whether a Service Advisor has to be involved or not (incl. inquiries about customer wishes with regard to a special Service Advisor) _If necessary transfer customer to Service Advisor _If desired contact not immediately available, offer to call customer back
Workshop disposition
Parts Support
Diagnosis
Prepare diagnosis
Perform diagnosis
Conclude diagnosis
Repair/ maintenance Order completion Vehicle hand over
Prepare repair/ maintenance
Conclude diagnosis
Repair/ maintenance Order completion Vehicle hand over
Prepare repair/ maintenance
Conduct repair/ maintenance Check documentatio n of workshop order Conduct vehicle hand over
Workshop Process 2010
National Standard Workshop Process China (MB) Process Documentation
Status March 2006
„Workshop Process 2010“
Overview of defined processes
Open workshop preorder status
_Open workshop order (preorder status) _ Check, whether open jobs/reservations/orders available
Determine customer wishes/symptoms and document them
Workshop pre-order opened Service Receptionist/ Service Advisor DMS
GSP /
Process Chains: TNP
Process Cha源自文库ns:
Process Chains:
Process Chains:
4
„Workshop Process 2010“
Prepare vehicle hand over
GSP / TNP
2
„Workshop Process 2010“
Overview sheet process step „Service booking“
Definition
Contact to service booking with customer
Service reception Work preparation
Service booking
Check job assignment
Prepare vehicle
Workshop disposition
Parts Support
Diagnosis
Prepare diagnosis
Perform diagnosis
Service reception
Service booking Prepare reception Perform reception Perform prediagnosis Conclude reception
Service booking (II) Service booking (II)
Define scope and type of work
.. .
Customer and contact clearly identified by making contact Service Receptionist/ Service Advisor
Most important customer and vehicle data available Service Receptionist/ Service Advisor DMS
_Define scope of order during customer dialog _Discuss related vehicle history with customer (incl. customer complaint, repeat case) _ Check whether customer concerns are available as a service package _ Check existing service campaigns (e.g. service measures) _ Verify type of warranty in question (new/used vehicle warranty, goodwill case, workshop warranty, part/ major assembly warranty) _ Check if pre-diagnosis is necessary Scope and type of service/ repair/maintenance defined Service Advisor DMS
Determine customer and vehicle data
_Check whether it is about first-time contact with customer and/ or vehicle _ Check customer data _ Record / update customer data _ Record / update vehicle data (e.g. vehicle model, mileage, age)
Conduct final inspection
Prepare vehicle hand over
GSP / TNP
1
„Workshop Process 2010“
Overview of defined processes
Prepare reception Perform reception Perform prediagnosis Conclude reception