某汽車售后服務(wù)標(biāo)準(zhǔn)作業(yè)流程

1、組織結(jié)構(gòu)組織結(jié)構(gòu)Organization 建立一個(gè)有效的結(jié)構(gòu)建立一個(gè)有效的結(jié)構(gòu)Organizing an Operational Structure組織結(jié)構(gòu)組織結(jié)構(gòu)Organization 6.0 客戶關(guān)懷客戶關(guān)懷Customer Care5.0 運(yùn)營(yíng)管理運(yùn)營(yíng)管理Operations Management前臺(tái)接待前臺(tái)接待8個(gè)個(gè)步驟步驟Front Reception Procedure (8 Steps)保修流程保修流程Warranty Process Flow時(shí)間和出勤記錄時(shí)間和出勤記錄Time and attendance recording4.0 建立一個(gè)建立一個(gè)有效的結(jié)構(gòu)有效的結(jié)構(gòu)Org

2、anizing an Operational Structure單據(jù)的順序單據(jù)的順序Order Scheduling終檢終檢/ 質(zhì)量控制質(zhì)量控制Final/Quality Control車間流程車間流程Workshop Flow返修工作流程返修工作流程Return Job Flow Chart資源控制資源控制Inventory Control出納出納Cashier組織結(jié)構(gòu)組織結(jié)構(gòu)Organization 6.0 客戶關(guān)懷客戶關(guān)懷Customer Care5.0 運(yùn)營(yíng)管理運(yùn)營(yíng)管理Operations Management4.0 建立一個(gè)建立一個(gè)有效的結(jié)構(gòu)有效的結(jié)構(gòu)Organizing an Op

3、erational Structure保修流程保修流程Warranty Process Flow時(shí)間和出勤記錄時(shí)間和出勤記錄Time and attendance recording單據(jù)的順序單據(jù)的順序Order Scheduling終檢終檢/ 質(zhì)量控制質(zhì)量控制Final/Quality Control車間流程車間流程Workshop Flow資源控制資源控制Inventory Control出納出納Cashier前臺(tái)接待前臺(tái)接待8個(gè)個(gè)步驟步驟Front Reception Procedure (8 Steps)1.預(yù)約服務(wù)2.Advance Booking接待中心12.接待客戶3.Recep

4、tion Process8.跟蹤服務(wù)9.Follow-up接待中心接待中心Problem4.確認(rèn)工單5.Issuing Repair Order7.解釋工作8.Job Explanation5.監(jiān)督工作進(jìn)度6.Monitoring6.終檢7.Final Inspection3.初步檢測(cè)4.Visual Inspection1.預(yù)約服務(wù)Advance Booking2. 接待服務(wù)Reception Process3. 初步檢查Visual Inspection5. 監(jiān)控流程Monitoring Job Processing4. 確認(rèn)工單Writing up Repair Order6. 終檢Fi

5、nal Inspection7. 解釋工作Job Explanation8. 跟蹤服務(wù)Follow-upReception11.預(yù)約服務(wù)Advance Booking為客戶提供友好的預(yù)約建議 Offer customerfriendly booking datesuggestions 持續(xù)利用車間生產(chǎn)力Ensure continuousworkshop capacityutilisation考慮接車與車間生產(chǎn)力 Consider receptionand workshop capacity utilisation機(jī)動(dòng)靈活地處理客戶Process customermobility if requ

6、ired記錄客戶需求 Registercustomer request 預(yù)訂/儲(chǔ)備所需零件Reserve/ order neededspare parts檢查車輛歷史以便做招回服務(wù)和返修 Check vehicle historyfor open service measures/ repeat repairs 用預(yù)約工單形式準(zhǔn)備接待客戶Prepare customersvisit by opening apre-order 提供報(bào)價(jià) Provide price estimate目的目的Purpose幫助服務(wù)中心理解前臺(tái)預(yù)約流程To assist Service Center to under

7、stand operating process of Advance Booking at frontline.ABFC1.JPG預(yù)約流程預(yù)約流程Advance Booking Flow Chart預(yù)約的好處：The advantage of Advance Booking客戶被按時(shí)接待客戶被按時(shí)接待Customer is recepted on time服務(wù)速度提高服務(wù)速度提高Speed of service improved客戶得到周到的服務(wù)客戶得到周到的服務(wù)Perfect Customer Care鼓勵(lì)客戶做預(yù)約Encouraging Customers to Make Appointm

8、ent2. 接待服務(wù)Reception Process 完整貼切的檢查客戶/車輛擋案Check customer/vehicle data on completeness/ rightness處理工單Process workshop repair order.靈活的處理客戶 Support customer in themater of mobility 確認(rèn)工作范圍Determine and register scope of service/ repair 迎接客戶Greet customer客戶等待時(shí)的服務(wù)Look after the customerduring the waiting

9、 period交車時(shí)間Determine repair deadline檢查車輛歷史以便做招回服務(wù)和返修 Check vehicle historyfor open service measures/ repeat repairs目的目的Purpose幫助服務(wù)中心理解前臺(tái)接待流程To assist Service Center to understand operating process of Reception at frontline.RPFC1.JPG接待流程接待流程Reception Process Flow Chart3. 初步檢查Visual Inspection 與客戶一起進(jìn)行

10、檢測(cè)與客戶一起進(jìn)行檢測(cè)Execute pre-diagnose together with the customerThe advantage of a visual inspection is that the SA can point out damage and faults to the customer and suggest appropriate remedies. He can also take the opportunity to draw attention to the state of wearing parts (e.g. worn tires) of which

11、the customer may not have aware. 初檢的好處是維修顧問可以指出故障并提出建議。同時(shí)他可以對(duì)客戶不初檢的好處是維修顧問可以指出故障并提出建議。同時(shí)他可以對(duì)客戶不注意的易損件進(jìn)行檢查。注意的易損件進(jìn)行檢查。4. 確認(rèn)工單Writing up Repair OrderThe repair order is an instrument for the workshop, which also can be seen use as contract between Mercedes-Benz-Branch and customers. Therefore it has t

12、o be created understandable and clear all in details.工單是維修廠的工具，是工單是維修廠的工具，是MB維修中心與客戶之間的合同。維修中心與客戶之間的合同。因此工單的書寫必須十分清楚而且易懂。因此工單的書寫必須十分清楚而且易懂。5. 監(jiān)控流程Monitoring Job Processing6. 終檢Final Inspection為滿足客戶期望：為滿足客戶期望：To ensure this expectation is satisfied:每一個(gè)客戶對(duì)維修廠有很高的期望每一個(gè)客戶對(duì)維修廠有很高的期望Every customer has got

13、 a high expectation regarding the craftsmanship of workshop. 終檢是必要的終檢是必要的Final Quality Control is necessary7. 解釋工作Job Explanation 解釋維修內(nèi)容及質(zhì)量報(bào)告Explain repair andquality report 將車輛及鑰匙交與客戶Hand over vehicle and keys to customer 將客戶帶到維修顧問面前Transfer of the customerto the respective serviceadvisor感謝客戶并道別Tha

14、nk customer andsay good-bye解釋發(fā)票內(nèi)容Explain repair invoice 迎接客戶Greet customer提供給客戶的信息提供給客戶的信息What information is given to the customer? 工作內(nèi)容 the work carried out on the vehicle 發(fā)票內(nèi)容 the composition of the invoice 終檢結(jié)果 the defects discovered on the vehicle 車輛的總體情況 the general technical condition of the

15、vehicle 下次必做的工作 work that may become necessary laterReceptionProblems8. 跟蹤服務(wù)Follow-up 交車后3天后與客戶聯(lián)系Contact customerlatest about 3 daysafter he has takenthe vehicle back 就每一項(xiàng)工作結(jié)果討論Discuss the resultswith the respectiveservice teams 更新客戶檔案Update customerdatabase更正錯(cuò)誤 Initiate correctiveactions記錄客戶建議 Docu

16、ment thecustomers comments分析結(jié)果Analyse the results服務(wù)顧問表現(xiàn)評(píng)估服務(wù)顧問表現(xiàn)評(píng)估SA Performance Evaluation1. 主動(dòng)向客戶推薦，并根據(jù)車間工作情況進(jìn)行預(yù)約Handling & promoting of advance booking according to workshop capacity 2. 在客戶到來之前準(zhǔn)備預(yù)約工單和維修記錄Preparation of Pre-order with history cards before customer visit3. 按到達(dá)順序接待客戶Dealing with

17、customers in order of arrival4. 迎接及問候客戶Prompt greeting & attendance to customers upon arrival5. 個(gè)人儀表Appearance of the person6. 談話的方式Style of conversation服務(wù)顧問表現(xiàn)評(píng)估服務(wù)顧問表現(xiàn)評(píng)估SA Performance Evaluation8. 在客戶面前對(duì)車輛進(jìn)行系統(tǒng)的檢測(cè)Vehicle inspection & systematic checking in the presence of customer9. 診斷的正確性Acc

18、uracy of diagnosis10. 主動(dòng)推薦保養(yǎng)維修項(xiàng)目Recommend service or repair job to customer11. 向顧客提供價(jià)格與交車時(shí)間的估算Preparation of estimates & deadlines 12. 所開工單的精確性Veracity of generating repair orders7. 仔細(xì)傾聽并認(rèn)真記錄客戶的要求及對(duì)故障的描述Listening carefully to and recording customers requirements and descriptions of vehicle probl

19、em服務(wù)顧問表現(xiàn)評(píng)估服務(wù)顧問表現(xiàn)評(píng)估SA Performance Evaluation15. 交車時(shí)對(duì)客戶的關(guān)注Attendance of customer during vehicle delivery 16. 向客戶解釋維修項(xiàng)目以及更換零件的項(xiàng)目Explanation of repair bills & parts replacement to customers17. 向客戶道別的方式Final greeting approach18. 交車后的跟蹤服務(wù)Follow-up service/ calls to customer after vehicle delivery14. 交

20、車前進(jìn)行檢查Performing of Final/ Quality control13. 跟蹤與監(jiān)控工作的進(jìn)程Follow-up & monitoring of work in progress服務(wù)顧問表現(xiàn)評(píng)估服務(wù)顧問表現(xiàn)評(píng)估SA Performance Evaluation組織結(jié)構(gòu)組織結(jié)構(gòu)Organization 6.0 客戶關(guān)懷客戶關(guān)懷Customer Care5.0 運(yùn)營(yíng)管理運(yùn)營(yíng)管理Operations Management4.0 建立一個(gè)建立一個(gè)有效的結(jié)構(gòu)有效的結(jié)構(gòu)Organizing an Operational Structure保修流程保修流程Warranty Proc

21、ess Flow時(shí)間和出勤記錄時(shí)間和出勤記錄Time and attendance recording單據(jù)的順序單據(jù)的順序Order Scheduling終檢終檢/ 質(zhì)量控制質(zhì)量控制Final/Quality Control車間流程車間流程Workshop Flow資源控制資源控制Inventory Control出納出納Cashier車間流程車間流程Workshop Flow幫助服務(wù)中心理解車間流程To assist Service Center to understand operating process of Job Flow for workshop.WorkshopFC1.JPG目

22、的目的PurposeControl Room (6) Guard House (3) Customer Receptionist (4)Service Advisor (5)Final Control (10)Wash Bay (11) Invoice Clerk/Warranty Clerk (12)Service Manger (13)Customer (2)GL/Foreman (8) Advance Booking (1)Mechanic (7)Cashier (14) Parts Department (9) Spare Parts組織結(jié)構(gòu)組織結(jié)構(gòu)Organization 6.0 客

23、戶關(guān)懷客戶關(guān)懷Customer Care5.0 運(yùn)營(yíng)管理運(yùn)營(yíng)管理Operations Management4.0 建立一個(gè)建立一個(gè)有效的結(jié)構(gòu)有效的結(jié)構(gòu)Organizing an Operational Structure保修流程保修流程Warranty Process Flow時(shí)間和出勤記錄時(shí)間和出勤記錄Time and attendance recording單據(jù)的順序單據(jù)的順序Order Scheduling終檢終檢/ 質(zhì)量控制質(zhì)量控制Final/Quality Control車間流程車間流程Workshop Flow資源控制資源控制Inventory Control出納出納Cashier

24、保修流程保修流程Warranty Process Flow Mechanic (5)Parts Department (7)Forman (6) Customer (1)Service Advisor (2) Control Room (4)Service Manager (3) Warranty Clerk (8)Control Room (9) Final Control (10)Service Manager (11) Warranty Clerk (12)幫助服務(wù)中心理解保幫助服務(wù)中心理解保修流程修流程To assist Service Center to understand operating process of Warranty Claim.WarrantyFC1.JPG目的目的Purpose保修流程保修流程Warranty Process Flow組織結(jié)構(gòu)組織結(jié)構(gòu)Organization 6.0 客戶關(guān)懷客戶關(guān)懷Customer Care5.0 運(yùn)營(yíng)管理運(yùn)營(yíng)管理Operations Management4.0 建立一個(gè)建立一個(gè)有效的結(jié)構(gòu)有效的結(jié)構(gòu)Organizing an Operational Structure保修流程保修流程Warranty Proce