某汽车服务流程培训

Process and Quality Improvement Training Sep. 2003
Slide 6
Northern Star (Tianjin) Automobile Ltd. Co.
前台接待流程
Front Reception Program
Process and Quality Improvement Training Sep. 2003
Process and Quality Improvement Training Sep. 2003
Slide 9
Northern Star (Tianjin) Automobile Ltd. Co.
1. 预约服务Advance Booking
Reception
1
Process and Quality Improvement Training Sep. 2003
Slide 12
Northern Star (Tianjin) Automobile Ltd. Co.
Process and Quality Improvement Training Sep. 2003
用预约工单形式准备接待客户 Prepare customers visit by opening a pre-order
提供报价
Provide price estimate
检查车辆历史以便做招回服务和返修
Check vehicle history for open service measures/
客户是什么
What is customer
客户期待的服务
The service customer expect
客户的权力
Right of the customer
Process and Quality Improvement Training Sep. 2003
Slide 3
Northern Star (Tianjin) Automobile Ltd. Co.
我们服务的目的
Our aim of service
Process and Quality Improvement Training Sep. 2003
Slide 4
Northern Star (Tianjin) Automobile Ltd. Co.
Process and Quality Improvement Training Sep. 2003
spare parts
考虑接车与车间生产力
Consider reception and workshop capacity
utilisation
记录客户需求 Register
customer request
为客户提供友好的预约建议 Offer customer
friendly booking date suggestions
Slide 10
Northern Star (Tianjin) Automobile Ltd. Co.
预约的目的 Aims of Advance Booking
持续利用车间生产力
Ensure continuous workshop capacity
utilisation
预订/储备所需零件 Reserve/ order needed
Slide 5
Northern Star (Tianjin) Automobile Ltd. Co.
顾客服务是在顾客心目中最重要的竞爭因素
其他
18%
汽车
14%
•服务人员的态度
•缺乏主动性
服务
68%
•效率低
Source: Dr. Wolfgang Müller: Conference "Customer satisfaction through service - how?"
前台接待流程
Front Reception Program
维修顾问评估
Service Advisor Performance Evaluation
Process and Quality Improvement Training Sep. 2003
Slide 2
wenku.baidu.com
Northern Star (Tianjin) Automobile Ltd. Co.
1. 预约服务Advance Booking 2. 接待服务Reception Process 3. 初步检查Visual Inspection 4. 确认工单Writing up Repair Order 5. 监控流程Monitoring Job Processing 6. 终检Final Inspection 7. 解释工作Job Explanation 8. 跟踪服务Follow-up
Slide 7
Northern Star (Tianjin) Automobile Ltd. Co.
Process and Quality Improvement Training Sep. 2003
Slide 8
Northern Star (Tianjin) Automobile Ltd. Co.
预约的好处：
The advantage of Advance Booking
客户被按时接待 Customer is recepted on time
服务速度提高 Speed of service improved
客户得到周到的服务 Perfect Customer Care
Process and Quality Improvement Training Sep. 2003
repeat repairs
机动灵活地处理客户
Process customer mobility if required
Process and Quality Improvement Training Sep. 2003
Slide 11
Northern Star (Tianjin) Automobile Ltd. Co.
服务流程
Service Procedure
• Process and Quality Improvement Training • Sep.
Process and Quality Improvement Training Sep. 2003
Slide 1
Northern Star (Tianjin) Automobile Ltd. Co.