组织结构组织结构Organization建立一个有效的结构建立一个有效的结构OrganizinganOperationalStructure组织结构组织结构Organization6.0客户关怀客户关怀CustomerCare5.0运营管理运营管理OperationsManagement前台接待前台接待8个个步骤步骤FrontReceptionProcedure(8Steps)保修流程保修流程WarrantyProcessFlow时间和出勤记录时间和出勤记录Timeandattendancerecording单据的顺序单据的顺序OrderScheduling终检终检/质量控制质量控制Final/QualityControl车间流程车间流程WorkshopFlow返修工作流程返修工作流程ReturnJobFlowChart资源控制资源控制InventoryControl出纳出纳Cashier组织结构组织结构Organization6.0客户关怀客户关怀CustomerCare5.0运营管理运营管理OperationsManagement保修流程保修流程WarrantyProcessFlow时间和出勤记录时间和出勤记录Timeandattendancerecording单据的顺序单据的顺序OrderScheduling终检终检/质量控制质量控制Final/QualityControl车间流程流程WorkshopFlow资源控制资源控制InventoryControl出纳出纳Cashier前台接待前台接待8个个步骤步骤FrontReceptionProcedure(8Steps)1.预约服务2.AdvanceBooking接待中心12.接待客户3.ReceptionProcess8.跟踪服务9.Follow-up接待中心接待中心Problem4.确认工单5.IssuingRepairOrder7.解释工作8.JobExplanation5.监督工作进度6.Monitoring6.终检7.FinalInspection3.初步检测4.VisualInspection1.预约服务Advance Booking2.接待服务Reception Process3.初步检查Visual Inspection5.监控流程Monitoring Job Processing4.确认工单Writing up Repair Order6.终检Final Inspection7.解释工作Job Explanation8.跟踪服务Follow-upReception11.预约服务Advance Booking为客户提供友好的预约建议 Offer customerfriendly booking datesuggestions 持续利用车间生产力Ensure continuousworkshop capacityutilisation考虑接车与车间生产力 Consider receptionand workshop capacity utilisation机动灵活地处理客户Process customermobility if required记录客户需求 Registercustomer request 预订/储备所需零件Reserve/ order neededspare parts检查车辆历史以便做招回服务和返修 Check vehicle historyfor open service measures/ repeat repairs 用预约工单形式准备接待客户Prepare customersvisit by opening apre-order 提供报价 Provide price estimate目的目的Purpose帮助服务中心理解前台预约流程ToassistServiceCentertounderstandoperatingprocessofAdvanceBookingatfrontline.ABFC1.JPG预约流程预约流程AdvanceBookingFlowChart预约的好处：TheadvantageofAdvanceBooking客户被按时接待客户被按时接待Customerisreceptedontime服务速度提高服务速度提高Speedofserviceimproved客户得到周到的服务客户得到周到的服务PerfectCustomerCare鼓励客户做预约Encouraging Customers to Make Appointment2.接待服务Reception Process完整贴切的检查客户/车辆挡案Checkcustomer/vehicledataoncompleteness/rightness处理工单Processworkshoprepairorder.灵活的处理客户Supportcustomerinthematerofmobility确认工作范围Determineandregisterscopeofservice/repair迎接客户Greetcustomer客户等待时的服务Lookafterthecustomerduringthewaitingperiod交车时间Determinerepairdeadline检查车辆历史以便做招回服务和返修 Check vehicle historyfor open service measures/ repeat repairs目的目的Purpose帮助服务中心理解前台接待流程ToassistServiceCentertounderstandoperatingprocessofReceptionatfrontline.RPFC1.JPG接待流程接待流程ReceptionProcessFlowChart3.初步检查Visual Inspection与客户一起进行检测与客户一起进行检测Executepre-diagnosetogetherwiththecustomerTheadvantageofavisualinspectionisthattheSAcanpointoutdamageandfaultstothecustomerandsuggestappropriateremedies.Hecanalsotaketheopportunitytodrawattentiontothestateofwearingparts(e.g.worntires)ofwhichthecustomermaynothaveaware.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。注意的易损件进行检查。4.确认工单Writing up Repair OrderTherepairorderisaninstrumentfortheworkshop,whichalsocanbeseenuseascontractbetweenMercedes-Benz-Branchandcustomers.Thereforeithastobecreatedunderstandableandclearallindetails.工单是维修厂的工具，是工单是维修厂的工具，是MB维修中心与客户之间的合同。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。因此工单的书写必须十分清楚而且易懂。5.监控流程Monitoring Job Processing6.终检Final Inspection为满足客户期望：为满足客户期望：Toensurethisexpectationissatisfied:每一个客户对维修厂有很高的期望每一个客户对维修厂有很高的期望Everycustomerhasgotahighexpectationregardingthecraftsmanshipofworkshop.终检是必要的终检是必要的FinalQualityControlisnecessary7.解释工作Job Explanation解释维修内容及质量报告Explainrepairandqualityreport将车辆及钥匙交与客户Handovervehicleandkeystocustomer将客户带到维修顾问面前Transferofthecustomertotherespectiveserviceadvisor感谢客户并道别Thankcustomerandsaygood-bye解释发票内容Explainrepairinvoice迎接客户Greetcustomer提供给客户的信息提供给客户的信息Whatinformationisgiventothecustomer?工作内容theworkcarriedoutonthevehicle发票内容thecompositionoftheinvoice终检结果thedefectsdiscoveredonthevehicle车辆的总体情况thegeneraltechnicalconditionofthevehicle下次必做的工作workthatmaybecomenecessarylaterReceptionProblems8.跟踪服务Follow-up交车后3天后与客户联系Contactcustomerlatestabout3daysafterhehastakenthevehicleback就每一项工作结果讨论Discusstheresultswiththerespectiveserviceteams更新客户档案Updatecustomerdatabase更正错误Initiatecorrectiveactions记录客户建议Documentthecustomerscomments分析结果Analysetheresults服务顾问表现评估服务顾问表现评估SAPerformanceEvaluation1.主动向客户推荐，并根据车间工作情况进行预约Handling&promotingofadvancebookingaccordingtoworkshopcapacity2.在客户到来之前准备预约工单和维修记录PreparationofPre-orderwithhistorycardsbeforecustomervisit3.按到达顺序接待客户Dealingwithcustomersinorderofarrival4.迎接及问候客户Promptgreeting&attendancetocustomersuponarrival5.个人仪表Appearanceoftheperson6.谈话的方式Styleofconversation服务顾问表现评估服务顾问表现评估SAPerformanceEvaluation8.在客户面前对车辆进行系统的检测Vehicleinspection&systematiccheckinginthepresenceofcustomer9.诊断的正确性Accuracyofdiagnosis10.主动推荐保养维修项目Recommendserviceorrepairjobtocustomer11.向顾客提供价格与交车时间的估算Preparationofestimates&deadlines12.所开工单的精确性Veracityofgeneratingrepairorders7.仔细倾听并认真记录客户的要求及对故障的描述Listeningcarefullytoandrecordingcustomersrequirementsanddescriptionsofvehicleproblem服务顾问表现评估服务顾问表现评估SAPerformanceEvaluation15.交车时对客户的关注Attendanceofcustomerduringvehicledelivery16.向客户解释维修项目以及更换零件的项目Explanationofrepairbills&partsreplacementtocustomers17.向客户道别的方式Finalgreetingapproach18.交车后的跟踪服务Follow-upservice/callstocustomeraftervehicledelivery14.交车前进行检查PerformingofFinal/Qualitycontrol13.跟踪与监控工作的进程Follow-up&monitoringofworkinprogress服务顾问表现评估服务顾问表现评估SAPerformanceEvaluation组织结构组织结构Organization6.0客户关怀客户关怀CustomerCare5.0运营管理运营管理OperationsManagement保修流程保修流程WarrantyProcessFlow时间和出勤记录时间和出勤记录Timeandattendancerecording单据的顺序单据的顺序OrderScheduling终检终检/质量控制质量控制Final/QualityControl车间流程流程WorkshopFlow资源控制资源控制InventoryControl出纳出纳Cashier车间流程车间流程WorkshopFlow帮助服务中心理解车间流程ToassistServiceCentertounderstandoperatingprocessofJobFlowforworkshop.WorkshopFC1.JPG目的目的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)SpareParts组织结构组织结构Organization6.0客户关怀客户关怀CustomerCare5.0运营管理运营管理OperationsManagement保修流程保修流程WarrantyProcessFlow时间和出勤记录时间和出勤记录Timeandattendancerecording单据的顺序单据的顺序OrderScheduling终检终检/质量控制质量控制Final/QualityControl车间流程流程WorkshopFlow资源控制资源控制InventoryControl出纳出纳Cashier保修流程保修流程WarrantyProcessFlowMechanic(5)PartsDepartment(7)Forman(6)Customer(1)ServiceAdvisor(2)ControlRoom(4)ServiceManager(3)WarrantyClerk(8)ControlRoom(9)FinalControl(10)ServiceManager(11)WarrantyClerk(12)帮助服务中心理解保帮助服务中心理解保修流程修流程ToassistServiceCentertounderstandoperatingprocessofWarrantyClaim.WarrantyFC1.JPG目的目的Purpose保修流程保修流程WarrantyProcessFlow组织结构组织结构Organization6.0客户关怀客户关怀CustomerCare5.0运营管理运营管理OperationsManagement保修流程保修流程WarrantyProcessFlow时间和出勤记录时间和出勤记录Timeandattendancerecording单据的顺序单据的顺序OrderScheduling终检终检/质量控制质量控制Final/QualityControl车间流程流程WorkshopFlow资源控制资源控制InventoryControl出纳出纳Cashier终检终检/质量控制质量控制Final/QualityControl目的目的Purpose帮助服务中心理解帮助服务中心理解终检终检/质量控制质量控制流程流程ToassistServiceCentertounderstandoperatingprocessofFinal/QualityControl.QCFC1.JPG终检终检/质量控制质量控制Final/QualityControl组织结构组织结构Organization6.0客户关怀客户关怀CustomerCare5.0运营管理运营管理OperationsManagement保修流程保修流程WarrantyProcessFlow时间和出勤记录时间和出勤记录Timeandattendancerecording单据的顺序单据的顺序OrderScheduling终检终检/质量控制质量控制Final/QualityControl车间流程流程WorkshopFlow资源控制资源控制InventoryControl出纳出纳Cashier返修工作流程返修工作流程ReturnJobFlowChart返修工作流程返修工作流程ReturnJobFlowChart讨论讨论根据我们的标准流程根据我们的标准流程,请列出你认为最重要请列出你认为最重要/最不重要的最不重要的3个步骤个步骤