流程管理-奔馳服務(wù)流程培訓(xùn)（PPT34頁）

1、Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 1服務(wù)流程服務(wù)流程Service Procedure Process and Quality Improvement Training Sep. 來自資料搜索網(wǎng)() 海量資料下載Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 2前臺接待流程Front

2、Reception Program維修顧問評估Service Advisor Performance EvaluationProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 3客戶是什么客戶是什么What is customer客戶期待的服務(wù)客戶期待的服務(wù)The service customer expect客戶的權(quán)力客戶的權(quán)力Right of the customerProcess and Quality Improvement Training

3、Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 4Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 5Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 618% 68%14%Source: Dr. Wolfgang Mller: Con

4、ference Customer satisfaction through service - how? 其他顧客服務(wù)顧客服務(wù)是在是在顧顧客心目中最重要客心目中最重要的競的競爭因素爭因素服務(wù)人員的態(tài)度缺乏主動性效率低服務(wù)汽車Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 7前臺接待流程Front Reception ProgramProcess and Quality Improvement Training Sep. 2003Northern

5、Star (Tianjin) Automobile Ltd. Co.Slide 8Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 91.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Final Inspection7. 解釋工作

6、Job Explanation8. 跟蹤服務(wù)Follow-upProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 10Reception11.預(yù)約服務(wù)Advance BookingProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 11為客戶提供友好的預(yù)約建議 Offer customerfriendly

7、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)動靈活地處理客戶Process customermobility if required記錄客戶需求 Registercustomer request 預(yù)訂/儲備所需零件Reserve/ order neededspare parts檢查車輛歷史以便做招回服務(wù)和返修 Check vehicle historyfor

8、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 提供報價 Provide price estimate預(yù)約的目的預(yù)約的目的Aims of Advance BookingProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 12預(yù)約的好處：The advantage of Advance Booking客戶被按時

9、接待客戶被按時接待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 CareProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 13鼓勵客戶做預(yù)約Encouraging Customers to Make AppointmentCR: Discuss with customerThe scale of

10、workVehicle reception appointment客戶打電話Customer calls inCR: 問候GreetingsCR: 詢問客戶需要什么服務(wù)Ask customer how can be helped客戶作預(yù)約Customer books in vehicleSA: Repeat main points of conversation for confirmation其他服務(wù)緊急情況Other Service or Emergency引至維修顧問處或其他部門Assign to one free SA/Other DepartmentCR: 需要維修顧問的技術(shù)支持？A

11、ssign to one SA for technical support necessary?SA: Discuss with customerThe scale of workVehicle reception appointmentCR: Repeat main points of conversation for confirmationSA: Return the call to CRNoYesProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Sli

12、de 15CR: 填寫預(yù)約登記表Fill in advance booking listCR/ SA: 準(zhǔn)備預(yù)約工單Prepare Pre-orderCR/SA: 準(zhǔn)備預(yù)約內(nèi)容Preparation for appointment完成ClosingProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 162. 接待服務(wù)Reception ProcessProcess and Quality Improvement Training Sep. 2003N

13、orthern Star (Tianjin) Automobile Ltd. Co.Slide 17 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. 與客戶一起進(jìn)行檢測Execute interactive reception with pre-diagnose togetherwith the customer靈活的處理客戶 Support customer in themater of mobility 確認(rèn)工作范圍Determine

14、 and register scope of service/ repair 迎接客戶Greet customer客戶等待時的服務(wù)Look after the customerduring the waiting period交車時間Determine repair deadline接待的目的Aims of Reception檢查車輛歷史以便做招回服務(wù)和返修 Check vehicle historyfor open service measures/ repeat repairsProcess and Quality Improvement Training Sep. 2003Norther

15、n Star (Tianjin) Automobile Ltd. Co.Slide 183. 初步檢查Visual InspectionProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 19The advantage of a visual inspection is that the SA can point out damage and faults to the customer and suggest appropriate remedie

16、s. He can also take the opportunity to draw attention to the state of wearing parts (e.g. worn tires) of which 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。同時他可以對客戶不初檢的好處是維修顧問可以指出故障并提出建議。同時他可以對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。Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin

17、) Automobile Ltd. Co.Slide 204. 確認(rèn)工單Writing up Repair OrderProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 21The repair order is an instrument for the workshop, which also can be seen use as contract between Mercedes-Benz-Branch and customers. There

18、fore it has to 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。Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 225. 監(jiān)控流程Monitoring Job ProcessingProcess and Qua

19、lity Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 236. 終檢Final InspectionProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 24為滿足客戶期望：To ensure this expectation is satisfied:終檢是必要的終檢是必要的Final Quality Control is necessa

20、ry每一個客戶對維修廠有很高的期望每一個客戶對維修廠有很高的期望Every customer has got a high expectation regarding the craftsmanship of workshop. Process and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 257. 解釋工作Job ExplanationProcess and Quality Improvement Training Sep. 2003Northern Sta

21、r (Tianjin) Automobile Ltd. Co.Slide 26 迎接客戶Greet customer解釋發(fā)票內(nèi)容Explain repair invoice 解釋維修內(nèi)容及質(zhì)量報告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Thank customer andsay good-byeProcess and Qual

22、ity Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 27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 vehicle 下次必做的工作 work that may become necessary laterProcess and Quality Improvement Training Sep. 2003Northern Star (Tianjin) Automobile Ltd. Co.Slide 28ReceptionProblems8. 跟蹤服務(wù)Fol