《奔馳汽車售后服務(wù)流程資料大全》英文

《奔馳汽車售后服務(wù)流程資料大全》英文2024/3/26《奔馳汽車售后服務(wù)流程資料大全》英文WorkpreparationRepair/maintenanceOrdercompletionDiagnosisServicereceptionVehiclehandoverServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereceptionCheckjobassignmentPreparevehiclePreparediagnosisPerformdiagnosisConcludediagnosisPreparerepair/maintenanceConductrepair/maintenanceConcluderepair/maintenanceConductfinalinspectionCheckdocumentation

ofworkshoporderPreparevehiclehandoverConductvehiclehandoverConcludevehiclehandoverCloseworkshoporderProcesswarranty/goodwillclaimConductqualityassuranceWorkshopdispositionPartsSupportOverviewofdefinedprocesses《奔馳汽車售后服務(wù)流程資料大全》英文WorkpreparationRepair/maintenanceOrdercompletionDiagnosisServicereceptionVehiclehandoverServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereceptionCheckjobassignmentPreparevehiclePreparediagnosisPerformdiagnosisConcludediagnosisPreparerepair/maintenanceConductrepair/maintenanceConcluderepair/maintenanceConductfinalinspectionCheckdocumentation

ofworkshoporderPreparevehiclehandoverConductvehiclehandoverConcludevehiclehandoverProcesswarranty/goodwillclaimWorkshopdispositionOverviewofdefinedprocessesPartsSupportCloseworkshoporderConductqualityassurance《奔馳汽車售后服務(wù)流程資料大全》英文Overviewsheetprocessstep?Servicebooking“In: Startoftheprocessviadifferentkindsofapproaches/firstcontact(e.g.byphone)bythecustomerOut: Pre-orderwithcustomerandvehicledata,exactdocumentationofcustomerrequestandestimatedservicescope,appointmentforreception,andappointmentforestimatedvehiclehandover

areadjustedAgreementofanappointmentconvenientforcustomerandworkshoponbasisofcustomerrequest,afirstdefinitionofservicescopeandacheckofserviceresourcesCustomerandvehicledataaredeterminedandapre-orderisopenedCustomerrequestisrecordedasdetailedaspossibleanddocumentedAfirstroughestimateofcostandtimeframeworkissubmittedThemethodofreceptioniscoordinatedwiththecustomer,appointmentsareagreedonbasisofadispositionofserviceresourcesContacttoservicebookingwithcustomerInput/OutputPurposeContentDefinition《奔馳汽車售后服務(wù)流程資料大全》英文Servicebooking(I)ServiceReceptionist/ServiceAdvisorDMSDMSDMSCustomerandcontactclearlyidentifiedbymakingcontactMostimportantcustomerandvehicledataavailableWorkshoppre-orderopenedCustomerconcernsinoriginalwordingandsymptomsdocumentedCustomercontactsworkshopDeterminecustomerandvehicledata_ Perphone:welcomewithMBdealer,location,firstandsurnames,regionalgreeting,addresscustomerbyname(ifpossible)_Asthecasemaybe,decidewhetheraServiceAdvisorhastobeinvolvedornot(incl.inquiriesaboutcustomerwisheswithregardtoaspecialServiceAdvisor)_IfnecessarytransfercustomertoServiceAdvisorIfdesiredcontactnotimmediatelyavailable,offertocallcustomerback_Checkwhetheritisaboutfirst-timecontactwithcustomerand/orvehicleCheckcustomerdataRecord/updatecustomerdataRecord/updatevehicledata(e.g.vehiclemodel,mileage,age)Openworkshoppre-orderstatus_Openworkshoporder(pre-orderstatus)_ Check,whetheropenjobs/reservations/ordersavailable_Findoutwhatcustomerwants(customerwishesandcomplaints)anddocumentinoriginalwording_IfnecessarytransfercustomertoServiceAdvisor_Performpre-diagnosisonphone(especiallyincaseofcomplexrepairs):findoutwhatcustomerwants/questionsymptomsasfaraspossible(what,where,when,how)_Offertodoany/Offeranyadditionalservicework(e.g.smallrepair)_AskcustomeriffurtherworkshavetobeperformedathisvehicleDeterminecustomerwishes/symptomsanddocumentthemProcessChains:ProcessChains:ProcessChains:ProcessChains:ServiceReceptionist/ServiceAdvisorServiceReceptionist/ServiceAdvisorServiceReceptionist/ServiceAdvisor...ServicereceptionServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereception《奔馳汽車售后服務(wù)流程資料大全》英文Servicebooking(II)ServiceAdvisorDMSDMSDMSDMSScopeandtypeofservice/repair/maintenancedefinedReceptionandhandovermethodsdocumented

CustomerontimeandpricingframeworknotifiedDefinescopeandtypeofworkCoordinatereception&handovermethod/location_Definescopeoforderduringcustomerdialog_Discussrelatedvehiclehistorywithcustomer(incl.customercomplaint,repeatcase)CheckwhethercustomerconcernsareavailableasaservicepackageCheckexistingservicecampaigns(e.g.servicemeasures)Verifytypeofwarrantyinquestion(new/usedvehiclewarranty,goodwillcase,workshopwarranty,part/majorassemblywarranty)Checkifpre-diagnosisisnecessaryPropose,coordinateanddocumentreceptionmethod(activereception,receptiondiagnosis,vehiclehandoverduring/outsideofficehours)Notifycustomeroftimerequiredforreceptionmethod_Ifnecessaryexplainanyprovisionalvisit:askcustomertocomealongforpreliminarydiagnosisorcreationofacostestimatepriortoservicedateIfpossibleandnecessarycoordinatehandovermethod(activeorpassivevehiclehandover)Definetimeandcostframework_Setanestimatedtimeforeachoperationandenterit(roughplanning)Verifycosts(replacementparts/wages)fordefinedservicescopeStatepricingandtimeframework(upper/lowerlimits)ProcessChains:ProcessChains:ProcessChains:ProcessChains:...ServicereceptionServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereceptionServicebooking(II)ServiceAdvisorServiceAdvisorServiceAdvisorInquireaboutfreereceptiondateandcompletiondateDefineserviceresourcesandperformworkshopdisposition_Defineanddocumentcriticalparts_ Defineanddocumentthird-partyservices(e.g.painter,bodymanufacturer)_ Conduct/authorizeresourceplanningbasedonworkshoporder(pre-orderstatus)anddefinedserviceresources_ Determinereceptionandcompletiondatetogetherwithworkshopdisposition《奔馳汽車售后服務(wù)流程資料大全》英文DMS_ Proposeidealreceptionappointment(date&time)Ifcustomernotsatisfiedwithappointment,askforacceptabledateandcheckforanyotheroptionsDetermineandagreeonanestimatedcollectiondatebasedonthecompletiondateNotifycustomeraboutdocumentstobesuppliedDocumentagreedappointmentsAskforcontactdatauntilserviceappointmentSummarizecurrentstatusoforderaccordingtoscope,timeandcostforcustomerandaskforcompletenessandcorrectnessAnappointmenthasbeenmadeonthebasisof

customerconcerns,predefinedscopeandresourceavailabilityServicereceptionServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereceptionServicebooking(III)ReceptionappointmentagreedonwithdateandtimeAgreeonappointmentforreception/handoveranddocumentitProcessChains:ServiceAdvisor《奔馳汽車售后服務(wù)流程資料大全》英文Successfactorsandkeyfigures?Service

booking“MaximServicereceptionServicebookingFieldofactivityAgreementonanappointmentthatissuitableforcustomerandworkshop,onthebasisofthecustomerconcern,afirstdefinitionofthescopeofworkshoporderandacheckoftheserviceresourcesExampleKeyfiguresSuccessfactors_AvailabilityofServiceReceptionandsufficienttimeforservicebytelephone_UtilisationofServiceBookingforexhaustivesurveyofthecustomer;detailedcompilationanddocumentationofthecustomerconcernfortheassuranceofasmoothflowofallfollowingprocesses(pre-diagnosisbyphone)_Concretestatementaboutcost-andtimeframeandclearagreementonanappointment(dateandtime)onthebasisofaresourceplanning(e.b.availabilityofcriticalparts)_Agreementandadherenceofthemethodofreceptionwiththecustomer_Obligatorilyagreementonanappointmentformaintenanceandwearworkswithinthreedaysafterthedayofbooking_Competenceofserviceadvisor/receptionist_TransparencyandactualitywithregardtoallServiceResources_Customerperceivestheservicebookingasprofessionalandhasthefeelingthattheappointmentwillbeheld_Acceptancefromthecustomerregardingnecessaryquestionsandtimerequiredfortheservicebooking_Shareofworkshopappointmentsmadebytheservicecentre_Shareofcustomerswithappointmentsoftotalvehiclethroughput_Shareofpreliminaryordersofallserviceappointments_DistributionoftransferredcallstotheServiceAdvisorbytheservicecentre/telephonicservicebooking_Shareofpreliminaryorderswithorderextensionatthevehiclereception(additionalcustomercomplaints)_Leadtime(timebetweenservicebookingandservicereception)foramaintenanceappointmentCustomersatisfactionWorkshopperformanceCoreprocess《奔馳汽車售后服務(wù)流程資料大全》英文WorkpreparationRepair/maintenanceOrdercompletionDiagnosisServicereceptionVehiclehandoverServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereceptionCheckjobassignmentPreparevehiclePreparediagnosisPerformdiagnosisConcludediagnosisPreparerepair/maintenanceConductrepair/maintenanceConcluderepair/maintenanceConductfinalinspectionCheckdocumentation

ofworkshoporderPreparevehiclehandoverConductvehiclehandoverConcludevehiclehandoverProcesswarranty/goodwillclaimWorkshopdispositionOverviewofdefinedprocessesPartsSupportCloseworkshoporderConductqualityassurance《奔馳汽車售后服務(wù)流程資料大全》英文Overviewsheetprocessstep?Preparereception“Preparationofservicereceptionbetweenbookingandreceptionofvehicle/customerAllpreparationsforreceptionappointmentwithcustomerconcerningworkshoporderandserviceresourcestobereservedarearranged,sothatvehiclereceptioncanbecarriedoutunobstructedlyIn: Servicebookingwithcustomerandvehicledataincl.vehiclehistory,exactdocumentationofcustomerrequestandestimatedservicescopeOut: Exactdefinitionofoutstandingquestions,whichhavetobereviewedtogetherwithcustomeratreception,preparedworkshoporder,availabilityofserviceresourcesatagreedappointmentareassuredWorkshoporderispreparedascompleteaspossibleforforthcomingreceptionappointment,necessaryserviceresourceswillbereservedIncomplexcasesunsolvedquestionsconcerningcustomerrequestaredefinedorsolvedCustomerwillbephonedshorttimebeforereceptionappointmenttoconfirmtheappointmentInput/OutputPurposeContentDefinition《奔馳汽車售后服務(wù)流程資料大全》英文PreparereceptionWorkshoporderpreparedasfaraspossible,necessaryserviceresourcesarereservedandunresolvedmattersexplainedServiceAdvisor,ServiceReceptionistServiceAdvisorServiceAdvisorServiceAdvisorDMSDMS,VEGADMS,VEGAASRA,DMS,EPCWorkshoporderprocessedasfaraspossibleTakeoverofcostsisarrangedAllresourcesavailableandreservedAllnecessaryadditionalinformationpresentPreparereceptionProcessliability_ CheckdatafromservicebookingCompilenecessaryworkanddocumentinorderCompilecriticalpartsandnotifywarehousePreparepackage/costestimatePlanissuanceofthird-partyservicesConsiderpendingworkandpartordersleftfromlastvisitCheckvehicleforservicemeasure_CheckpendingpaymentissueCheckwarranty/goodwillclaimrelatedConductgoodwillapplicationwithdamagecodeanddocumentdecisionApplyinvoicecodeandcustomershareaspercentagetoorderitemsReserveserviceresources_ ConductreservationofrequiredserviceresourcesBeforeservicereceptiondate:callcustomerandconfirmdateornotifycustomerthatallagreementscanbeupheldCheckinvoice,orderandwarrantyandgoodwillhistoryandprepareforworkshopIdentifyrepeatrepairsClarifyresponsibilitiesforproblematiccases(incl.customercomplaints,repeatcase)_Preparetechnicaldocumentation,ifnecessary(e.g.forvehiclewithspecialbody)FeedbackwithtechnicianifnecessaryIneventoffunctionaldefects,whereapplicableresearchinvehicledocumentation(e.g.introductionservicemanual)(operatorerror)Printoutpre-orderandprepareforcustomervisitCheckandprepareadditionalorderinformationProcessChains:ProcessChains:ProcessChains:ProcessChains:ServicereceptionServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereception《奔馳汽車售后服務(wù)流程資料大全》英文Successfactorsandkeyfigures?Preparereception“Allpreparationforthereceptionappointmentwiththecustomerarefinishedwithregardtotheorderandallserviceresourcestobereserved,thereceptionofthevehiclecanbeperformedsmoothly_Preliminary

orderandresourcesareasfaraspossibleprepared/reservedandareavailableforthecustomerappointment_Allnecessaryadditionalinformation(history/repeatrepairs)arepreparedforthereceptionaswellasforthediagnosis/repairprocess_Partsavailabilityforcriticalpartsissecured_Easyandfastidentificationofthevehicleconstructionlevel_Assuranceoftheadherencetoallagreementswiththecustomer(agreements,costs)_Plannedreceptiontimecanbeadheredto_Customerissatisfiedwiththeserviceadviseandprocessingofhisconcerns(solutionproposalsfortheconcern)_Shareofpreliminaryordersofallserviceappointments_Shareofpreliminaryordersofallvehiclethroughputs_Qualityofthereceptionpreparation_DurationoftheservicereceptionServicereceptionPreparereceptionFieldofactivityCoreprocessMaximExampleKeyfiguresSuccessfactorsCustomersatisfactionWorkshopperformance《奔馳汽車售后服務(wù)流程資料大全》英文WorkpreparationRepair/maintenanceOrdercompletionDiagnosisServicereceptionVehiclehandoverServicebookingPreparereceptionPerform

receptionPerformpre-diagnosisConcludereceptionCheckjobassignmentPreparevehiclePreparediagnosisPerformdiagnosisConcludediagnosisPrepareRepair/maintenanceConductRepair/maintenanceConcludeRepair/maintenanceConductfinalinspectionCheckdocumentationofworkshoporderPreparevehiclehandoverConductvehiclehandoverConcludevehiclehandoverProcesswarranty/goodwillclaimOverviewofdefinedprocessesWorkshopdispositionPartsSupportCloseworkshoporderConductqualityassurance《奔馳汽車售后服務(wù)流程資料大全》英文Overviewsheetprocessstep?Performreception“Reception/welcomeofcustomerandvehicleformaintenance/repairAllcustomerrequests,customerandvehicledataaswellascurrentvehicleconfigurationaredocumentedonworkshoporder.ThescopeofworkshoporderisagreedwithcustomerIn: WorkshoporderpreparedasfaraspossibleonbasisofbookingprocedureOut: Extensivedocumentationofcustomerandvehicledata,clearlyrecordedcustomerrequest,customerisinformedaboutpossiblepre-diagnosisCustomerandvehicledataareupdatedtogetherwithcustomerAllcustomerrequestsarereviewedwithcustomeranddocumentedNecessaryworksornecessityofpre-diagnosisareexplainedandacostandtimeframeworkisgivenExistentdefectsonthevehiclewillberecordedbyavisualinspectionInput/OutputPurposeContentDefinition《奔馳汽車售后服務(wù)流程資料大全》英文PerformreceptionCustomerwelcomedandvehicletakenover,customerconcernsandexistingdamagetovehiclerecordedinfullServiceReceptionist/ServiceAdvisorServiceReceptionist/ServiceAdvisorServiceAdvisorServiceAdvisorDMS,WISDMS,FDOK,VEGADMSCustomerwelcomedandtransferredtoserviceadvisorAllcustomerandvehicledataavailableOrderscopediscussedVisualinspectionconductedonvehicleinpresenceofcustomeranddocumentedWelcomecustomer/takeovervehicleCheckqualityofcustomer/vehicledataandthatitisuptodate_Receive/welcomecustomerCheckwhetherpriorapplicationmadeAskaboutcustomerconcerns,ifcustomerisnotregisteredTransfercustomerwithpreparedworkshoporderanddocumentstodefinedServiceAdvisorCareaboutcustomerduringwaitingtime_Updatecustomer/vehicledataIfnecessarycheckvehiclehistorywithcustomerDiscusstypeofwarrantyinquestion(new/usedvehiclewarranty,goodwillcase,workshopwarranty,part/majorassemblywarranty)Clarifyhowtobestgetincontact(when/where/how)Checkthird-partyinstallationorretrofittingofaccessories(e.g.navigationsystem)CheckservicecampaignsCheckwarrantyrelevantmaintenancepreconditionsanddocumentthem(maintenancebooklet)Discussscopeoforderwithcustomer_Gothroughcustomerconcernsagainwithcustomerandclarify/documentsymptomsExplainnecessaryworkSpecifyandexplaincosts&timerequiredifpossibleReturnofremovedpartsrequiredandnoteinorderClarifywhetherthereareanyadditionalrequests/complaintsClarifyanycleaningrestrictions(e.g.automaticcleaningofvehiclenotdesired)Incaseofpre-diagnosis:informcustomerabouttheneedofapre-diagnosisandthetimerequired_Mountprotectivematerialinpresenceofcustomer:seat,steeringwheel,footmats,etc.Checkanddocumentanysignsofbodydamage_ Checkanddocumentanymissingindividualpartsoraccessories(e.g.wheelrim)_ Finally,documentcurrentmileage_Checkfueltanklevelanddocumentit_ Checkadherencetolegalrequirementsandnotifycustomerifnotfulfilled_ Offertodoanyadditionalservicework(e.g.minorrepair)_ Checkwhethervehiclecanbedriventothediagnosticworkbay_Emptypassengercompartment,storagecompartmentandtrunk,safeguardobjects/load

PerformanddocumentvisualinspectiononvehicleProcessChains:ProcessChains:ProcessChains:ProcessChains:ServicereceptionServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereception《奔馳汽車售后服務(wù)流程資料大全》英文Successfactorsandkeyfigures?Performreception“Allcustomerconcerns,thecustomer-andvehicledataaswellastheconditionofthevehiclearedocumentedontheworkshoporder.Theorderscopehasbeenagreeduponwiththecustomer_Sufficienttimeforthevehiclereception;equalisation

ofthereceptionappointments_Allidentifiableservicemattersareasfaraspossibleprepared_Completenessandqualityoftheavailablecustomer–andvehicledata_Correctdocumentationofthecustomerconcernandthesymptoms_Identificationoftheanalysis-/diagnosis-/advicedemandsonthebasisofclearcriteria/standards_Workshopcanprocessworkwithoutanyqueries_Application-/userfriendlyIT-Systemsforthesupportoftheserviceprocess_Exhaustionoftheservicepotentials(turnover/profitability)_Customerissatisfiedthateverythingispreparedforhimandthatsufficienttimeforthereceptionexists_Customerdoesnothavetowaitneedlessly_Problemsolvingcompetenceoftheserviceadvisor_Numberofreceptionswithappointment_Durationoftheservicereception_Numberofvehiclereceptionsperserviceadvisorandday_Numberofbelatedreclamationsregardingvehicledamages_NumberofServiceReceptionistsperServiceAdvisorServicereceptionPerformreceptionFieldofactivityCoreprocessMaximExampleKeyfiguresSuccessfactorsCustomersatisfactionWorkshopperformance《奔馳汽車售后服務(wù)流程資料大全》英文WorkpreparationRepair/maintenanceOrdercompletionDiagnosisServicereceptionVehiclehandoverServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereceptionCheckjobassignmentPreparevehiclePreparediagnosisPerformdiagnosisConcludediagnosisPrepareRepair/maintenanceConductRepair/maintenanceConcludeRepair/maintenanceConductfinalinspectionCheckdocumentation

ofworkshoporderPreparevehiclehandoverConductvehiclehandoverConcludevehiclehandoverProcesswarranty/goodwillclaimOverviewofdefinedprocessesWorkshopdispositionPartsSupportCloseworkshoporderConductqualityassurance《奔馳汽車售后服務(wù)流程資料大全》英文Overviewsheetprocessstep?Performpre-diagnosis“FirstcheckforreasonofcustomercomplaintduringreceptionphaseFindingappropriatetorequestisdetectedasfaraspossible,workshopordercanbeconcretisedIn: Completelydocumentedcustomerrequest,errorreportsandverifiedsymptoms,informationinvehicle-historyandworkshoporderhistory-informationOut: Clearfinding;continuativeindicationsfordiagnosisorinstructionsformoreintensivediagnosisinworkshopifnoclearfindingisobtainedTheappropriatepre-diagnosismethodaccordingtocustomerrequestandverifiedsymptomsisselectedConductionofatest-drive,visualcontroloroff-boarddiagnosisResultofpre-diagnosisisdocumentedonworkshoporderInput/OutputPurposeContentDefinition《奔馳汽車售后服務(wù)流程資料大全》英文TestdrivePerformpre-diagnosis

(I)ServiceAdvisor/DiagnosisTechnicianDMS,TIPS,STARDiagnosisDMS,TIPS,STARDiagnosis,WISPre-diagnosispreparedPreparepre-diagnosisInvestigateinexpertsystemsforinformationaboutcomplaintComparesymptomswiththecustomercomplaintonworkshoporderCheckthepre-diagnosismethodpre-definedinservicereceptionbasedontheverifiedsymptomsIfnecessary,selectanalternativepre-diagnosismethodanddiscussifpresenceofcustomerisnecessary_ Preparediagnosistools(electronic,mechanical)_ Ifnecessary,movevehicletorequiredworkbay_ Checkdegreeofwear(corrosion,play...)EnginenoiseswhenidlingFunctionaltestCheckforsignsofleakageCheckelectricconnectionsChecklevelsofoil,coolant&brakefluids,etc.CheckwhetherthereareanydamagedpartsOn-boarddiagnosis:Checkfaultdisplaysininstrumentcluster/displayCheckmaintenanceprocessorforanydueservice_CheckfornoisesandvibrationsCheckvehicleperformanceCheckbodyanddrivenoises_Checkmainfunctions(e.g.brakes)CheckvehiclehandlingandroadholdingCheckfunctionandeffectofbrakingsystemondynamometerTestfunctionandperformanceonroller/outputdynamometerForwarranty&goodwillaseparatetimedocumentisnecessaryforatestdriveOn-boarddiagnosis_ PerformshorttestPrintoutshorttestlogIdentifyprimaryfaultcauses_ Performfunctiontest(systemsupported)_ ReadoutmeasuredvaluesProcessChains:ProcessChains:ProcessChains:ProcessChains:DiagnosisTechnician...Optional,asneeded(maximumprocess:activereception)Visualcontrol/On-boarddiagnosisOff-board-diagnosisServiceAdvisor,Diagnosis-,SystemandMaintenanceTechnicianServiceAdvisor,DiagnosisTechnician,WorkshopForemanClearfindingsorcontinuativeindicationsforworkshopdiagnosisServicereceptionServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereception《奔馳汽車售后服務(wù)流程資料大全》英文Pre-diagnosisresultisdocumentedonworkshoporderServiceAdvisor,DiagnosisTechnician,WorkshopFormanDMSPre-diagnosisresultdocumentedDocumentpre-diagnosisresultonworkshoporder_Assignpre-diagnosisresultandreferencetocustomerconcerns/symptomsinworkshoporder_Incaseofclearfinding:defineremedyanddocumentperformedworks_Incaseofnoclearfinding:documenthintfordiagnosisorinstructionforadeeperdiagnosisinworkshopEnclosetestlogwithorderParkvehicleandfitvehicleidentificationblockifnecessaryNotedownvehicleidentificationblockand/orvehiclelocationaswellaslocationofvehiclekeyonworkshoporderProcessChains:Performpre-diagnosis

(II)ServicereceptionServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConlcudereception《奔馳汽車售后服務(wù)流程資料大全》英文Successfactorsandkeyfigures?Perform

pre-diagnosis“Findingthatisconformwiththecustomerconcernhastobedetectedasfaraspossible,theworkshopordercanbeconcretised_Sufficientqualificationandcapacityfortheperformanceofthepre-diagnosisinservicereception_Flexibleandsuitableapplicationofthedefinedpre-diagnosismethods/criteriaandstandards_Exhaustivedocumentationofthepre-diagnosisresultontheworkshoporder(verifiedsymptoms,cleardiagnosisresult:finding)_Fastperformanceofthepre-diagnosiswithclearfindings_Edificialconceptionfortheconstructionofpre-diagnosisworkbays_Provisionofthepre-diagnosisworkbayswithcheckingfacilities_Acceptanceofthediagnosisresultsandremediesbytherespectiveinvoicereceiver

(customer,W&G,Servicecontracts,etc.)_Customerperceivestheworkshopasfastandtechnicallycompetent_Customerreceivesifpossibleaqualifiedstatementregardingtime–andcostframesonthebasisofthepre-diagnosisresult_Asmallpartofreclamations(workquality,repeatrepairs,etc.)_Shareofpre-diagnosispervehiclethroughput_Shareofpre-diagnosiswithclearfindings(nofurtherworkshopdiagnosisnecessary)_Durationofpre-diagnosis_Shareofvehicleswhicharerepaired/completedinthescopeofthepre-diagnosis_Shareofsoldshorttestsofallpre-diagnosesServicereceptionPerformpre-diagnosisFieldofactivityCoreprocessMaximExampleKeyfiguresSuccessfactorsCustomersatisfactionWorkshopperformance《奔馳汽車售后服務(wù)流程資料大全》英文WorkpreparationRepair/maintenanceOrdercompletionDiagnosisServicereceptionVehiclehandoverServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConclude

receptionCheckjobassignmentPreparevehiclePreparediagnosisPerformdiagnosisConcludediagnosisPrepareRepair/maintenanceConductRepair/maintenanceConcludeRepair/maintenanceConductfinalinspectionCheckdocumentation

ofworkshoporderPreparevehiclehandoverConductvehiclehandoverConcludevehiclehandoverProcesswarranty/goodwillclaimOverviewofdefinedprocessesWorkshopdispositionPartsSupportCloseworkshoporderConductqualityassurance《奔馳汽車售后服務(wù)流程資料大全》英文Overviewsheetprocessstep?Concludereception“Concretionofservicescopeonbasisofpre-diagnosis.FinalcoordinationwithcustomerandreleaseofworkshoporderWorkshoporderiscompletedandreleasedbycustomersignature.In: Workshoporderinclusiveresultofpre-diagnosisOut: CompleteworkshoporderwithcustomersignatureRemedyandservicescopearedefinedbasedontheresultofpre-diagnosis,documentedonworkshoporderandcoordinatedwithcustomerTheestimatedtime

andcostsoftherepair/maintenancearetoldtothecustomerTheagreedservicescopeisreleasedbycustomersignature.Input/OutputPurposeContentDefinition《奔馳汽車售后服務(wù)流程資料大全》英文ConcludereceptionServiceAdvisorDMSDMSRemedyandservicescopefullystructuredandallocatedPriceandtime