建立一个有效的结构
Organizing an Operational Structure
客户关怀
Customer Care
运营管理
Operations Management
前台接待8个步骤
Front Reception Procedure (8 Steps)
保修流程
Warranty Process Flow
时间和出勤记录
Time and attendance recording
建立一个
有效的结构
Organizing an Operational Structure
单据的顺序
Order Scheduling
终检/ 质量控制
Final/Quality Control
车间流程
Workshop Flow
返修工作流程
Return Job Flow Chart
资源控制
Inventory Control
出纳
Cashier
客户关怀
Customer Care
运营管理
Operations Management
建立一个
有效的结构
Organizing an Operational Structure
保修流程
Warranty Process Flow
时间和出勤记录
Time and attendance recording
单据的顺序
Order Scheduling
终检/ 质量控制
Final/Quality Control
车间流程
Workshop Flow
资源控制
Inventory Control
出纳
Cashier
前台接待8个步骤
Front Reception Procedure
(8 Steps)
预约服务
Advance Booking
接待中心
1
接待客户
Reception Process
跟踪服务
Follow-up
接待中心
Problem
确认工单
Issuing Repair Order
解释工作
Job Explanation
监督工作进度
Monitoring
终检
Final Inspection
初步检测
Visual Inspection
预约服务Advance Booking
接待服务Reception Process
初步检查Visual Inspection
监控流程Monitoring Job Processing
确认工单Writing up Repair Order
终检Final Inspection
解释工作Job Explanation
跟踪服务Follow-up
Reception
1
预约服务Advance Booking
为客户提供友好的预约建议
Offer customer
friendly booking date
suggestions
持续利用车间生产力
Ensure continuous
workshop capacity
utilisation
考虑接车与车间生产力
Consider reception
and workshop capacity
utilisation
机动灵活地处理客户
Process customer
mobility if required
记录客户需求
Register
customer request
预订/储备所需零件
Reserve/ order needed
spare parts
检查车辆历史以便做招回服务和返修
Check vehicle history
for open service measures/
repeat repairs
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
目的
Purpose
帮助服务中心理解前台预约流程
To assist Service Center to understand operating process of Advance Booking at frontline.
预约流程
Advance Booking Flow Chart
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
鼓励客户做预约
Encouraging Customers to Make Appointment
接待服务Reception Process
完整贴切的检查客户/车辆挡案
Check customer/
vehicle data on
completeness/ rightness
处理工单
Process workshop
repair order.
灵活的处理客户
Support customer in the
mater of mobility
确认工作范围
Determine and register
scope of service/ repair
迎接客户
Greet customer
客户等待时的服务
Look after the customer
during the waiting period
交车时间
Determine
repair deadline
检查车辆历史以便做招回服务和返修
Check vehicle history
for open service measures/
repeat repairs
目的
Purpose
帮助服务中心理解前台接待流程
To assist Service Center to understand operating process of Reception at frontline.
接待流程
Reception Process Flow Chart
初步检查Visual Inspection
与客户一起进行检测
Execute pre-diagnose together with the customer
The 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 (. worn tires) of which the customer may not have aware.
初检的好处是维修顾问可以指出故障并提出建议。同时他可以对客户不注意的易损件进行检查。
确认工单Writing up Repair Order
The 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 to be created understandable and clear all in details.
工单是维修厂的工具，是MB维修中心与客户之间的合同。因此工单的书写必须十分清楚而且易懂。
监控流程Monitoring Job Processing
终检Final Inspection
为满足客户期望：
To ensure this expectation is satisfied:
每一个客户对维修厂有很高的期望
Every customer has got a high expectation regarding the craftsmanship of workshop.
终检是必要的
Final Quality Control is necessary
解释工作Job Explanation
解释维修内容及质量报告
Explain repair and
quality report
将车辆及钥匙交与客户
Hand over vehicle and
keys to customer
将客户带到维修顾问面前
Transfer of the customer
to the respective service
advisor
感谢客户并道别
Thank customer and
say good-bye
解释发票内容
Explain repair invoice
迎接客户
Greet customer
提供给客户的信息
What information is given to the customer?
工作内容 the work carried out on the vehicle
发票内容 the composition of the invoice
终检结果 the defects discovered on the vehicle
车辆的总体情况 the general technical condition of the vehicle
下次必做的工作 work that may become necessary later
Reception
Problems
跟踪服务Follow-up
交车后3天后与客户联系
Contact customer
latest about 3 days
after he has taken
the vehicle back
就每一项工作结果讨论
Discuss the results
with the respective
service teams
更新客户档案
Update customer
database
更正错误
Initiate corrective
actions
记录客户建议
Document the
customers comments
分析结果
Analyse the results
服务顾问表现评估
SA Performance Evaluation
1. 主动向客户推荐，并根据车间工作情况进行预约
Handling & promoting of advance booking according to workshop capacity
2. 在客户到来之前准备预约工单和维修记录
Preparation of Pre-order with history cards before customer visit
3. 按到达顺序接待客户
Dealing with customers in order of arrival
4. 迎接及问候客户
Prompt greeting & attendance to customers upon arrival
5. 个人仪表
Appearance of the person
6. 谈话的方式
Style of conversation
服务顾问表现评估
SA Performance Evaluation
8. 在客户面前对车辆进行系统的检测
Vehicle inspection & systematic checking in the presence of customer
9. 诊断的正确性
Accuracy of diagnosis
10. 主动推荐保养维修项目
Recommend service or repair job to customer
11. 向顾客提供价格与交车时间的估算
Preparation of estimates & deadlines
12. 所开工单的精确性
Veracity of generating repair orders
7. 仔细倾听并认真记录客户的要求及对故障的描述
Listening carefully to and recording customer’s requirements and descriptions of vehicle problem
服务顾问表现评估
SA Performance Evaluation
15. 交车时对客户的关注
Attendance of customer during vehicle delivery
16. 向客户解释维修项目以及更换零件的项目
Explanation of repair bills & parts replacement to customers
17. 向客户道别的方式
Final greeting approach
18. 交车后的跟踪服务
Follow-up service/ calls to customer after vehicle delivery
14. 交车前进行检查
Performing of Final/ Quality control
13. 跟踪与监控工作的进程
Follow-up & monitoring of work in progress
服务顾问表现评估
SA Performance Evaluation
客户关怀
Customer Care
运营管理
Operations Management
建立一个
有效的结构
Organizing an Operational Structure
保修流程
Warranty Process Flow
时间和出勤记录
Time and attendance recording
单据的顺序
Order Scheduling
终检/ 质量控制
Final/Quality Control
车间流程
Workshop Flow
资源控制
Inventory Control
出纳
Cashier
车间流程
Workshop Flow
帮助服务中心理解车间流程
To assist Service Center to understand operating process of Job Flow for workshop.
目的Purpose
Control 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
客户关怀
Customer Care
运营管理
Operations Management
建立一个
有效的结构
Organizing an Operational Structure
保修流程
Warranty Process Flow
时间和出勤记录
Time and attendance recording
单据的顺序
Order Scheduling
终检/ 质量控制
Final/Quality Control
车间流程
Workshop Flow
资源控制
Inventory Control
出纳
Cashier
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)
帮助服务中心理解保修流程
To assist Service Center to understand operating process of Warranty Claim.
目的Purpose
保修流程
Warranty Process Flow
客户关怀
Customer Care
运营管理
Operations Management
建立一个
有效的结构
Organizing an Operational Structure
保修流程
Warranty Process Flow
时间和出勤记录
Time and attendance recording
单据的顺序
Order Scheduling
终检/ 质量控制
Final/Quality Control
车间流程
Workshop Flow
资源控制
Inventory Control
出纳
Cashier
终检/ 质量控制
Final/Quality Control
目的Purpose
帮助服务中心理解终检/ 质量控制流程
To assist Service Center to understand operating process of Final/ Quality Control.
终检/ 质量控制
Final/Quality Control
客户关怀
Customer Care
运营管理
Operations Management
建立一个
有效的结构
Organizing an Operational Structure
保修流程
Warranty Process Flow
时间和出勤记录
Time and attendance recording
单据的顺序
Order Scheduling
终检/ 质量控制
Final/Quality Control
车间流程
Workshop Flow
资源控制
Inventory Control
出纳
Cashier
返修工作流程
Return Job Flow Chart
返修工作流程
Return Job Flow Chart
讨论
根据我们的标准流程,请列出你认为最重要/最不重要的3个步骤
在观看录像的过程中，请仔细观察他们的接车步骤
9 point
回顾刚看过的录像，
Visual inspection List
工单的法律效力
