1、組織結構組織結構Organization 建立一個有效的結構建立一個有效的結構Organizing an Operational Structure組織結構組織結構Organization 6.0客戶關懷客戶關懷Customer Care5.0運營管理運營管理Operations Management前臺接待前臺接待8個個步驟步驟Front Reception Procedure (8 Steps)保修流程保修流程Warranty Process Flow時間和出勤記錄時間和出勤記錄Time and attendance recording4.0建立一個建立一個有效的結構有效的結構Organi

2、zing an Operational Structure單據的順序單據的順序Order Scheduling終檢終檢/ 質量控制質量控制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組織結構組織結構Organization 6.0客戶關懷客戶關懷Customer Care5.0運營管理運營管理Operations Management4.0建立一個建立一個有效的結構有效的結構Organizing an Operatio

3、nal Structure保修流程保修流程Warranty Process Flow時間和出勤記錄時間和出勤記錄Time and attendance recording單據的順序單據的順序Order Scheduling終檢終檢/ 質量控制質量控制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前臺接待前臺接待8個個步驟步驟Front Reception Procedure (8 Steps)預約服務Advance Booking接待中心1接待客戶Reception Process跟蹤

4、服務Follow-up接待中心接待中心Problem確認工單Issuing Repair Order解釋工作Job Explanation監督工作進度Monitoring終檢Final Inspection初步檢測Visual Inspection預約服務Advance Booking接待服務Reception Process初步檢查Visual Inspection監控流程Monitoring Job Processing確認工單Writing up Repair Order終檢Final Inspection解釋工作Job Explanation跟蹤服務Follow-upReception

5、1預約服務Advance Booking為客戶提供友好的預約建議 Offer customerfriendly booking datesuggestions 持續利用車間生產力Ensure continuousworkshop capacityutilisation考慮接車與車間生產力 Consider receptionand workshop capacity utilisation機動靈活地處理客戶Process customermobility if required記錄客戶需求 Registercustomer request 預訂/儲備所需零件Reserve/ order nee

6、dedspare parts檢查車輛歷史以便做招回服務和返修 Check vehicle historyfor open service measures/ repeat repairs 用預約工單形式準備接待客戶Prepare customersvisit by opening apre-order 提供報價 Provide price estimate目的目的Purpose幫助服務中心理解前臺預約流程To assist Service Center to understand operating process of Advance Booking at frontline.ABFC1.J

7、PG預約流程預約流程Advance Booking Flow Chart預約的好處：The advantage of Advance Booking客戶被按時接待客戶被按時接待Customer is recepted on time服務速度提高服務速度提高Speed of service improved客戶得到周到的服務客戶得到周到的服務Perfect Customer Care鼓勵客戶做預約Encouraging Customers to Make Appointment接待服務Reception Process 完整貼切的檢查客戶/車輛擋案Check customer/vehicle d

8、ata on completeness/ rightness處理工單Process workshop repair order.靈活的處理客戶 Support customer in themater of mobility 確認工作范圍Determine and register scope of service/ repair 迎接客戶Greet customer客戶等待時的服務Look after the customerduring the waiting period交車時間Determine repair deadline檢查車輛歷史以便做招回服務和返修 Check vehicle

9、 historyfor open service measures/ repeat repairs目的目的Purpose幫助服務中心理解前臺接待流程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 Chart初步檢查Visual Inspection 與客戶一起進行檢測與客戶一起進行檢測Execute pre-diagnose together with the customerThe advanta

10、ge 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 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

11、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行檢查。注意的易損件進行檢查。確認工單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 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

12、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。監控流程Monitoring Job Processing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. 終檢是必要的終檢是必要的Final

13、 Quality Control is necessary解釋工作Job Explanation 解釋維修內容及質量報告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-bye解釋發票內容Explain repair invoice 迎接客戶Greet customer提供給客戶的信

14、息提供給客戶的信息What information is given to the customer? 工作內容 the work carried out on the vehicle 發票內容 the composition of the invoice 終檢結果 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 laterReceptionProblems跟蹤服務Follow-u

15、p 交車后3天后與客戶聯系Contact customerlatest about 3 daysafter he has takenthe vehicle back 就每一項工作結果討論Discuss the resultswith the respectiveservice teams 更新客戶檔案Update customerdatabase更正錯誤 Initiate correctiveactions記錄客戶建議 Document thecustomers comments分析結果Analyse the results服務顧問表現評估服務顧問表現評估SA Performance Eval

16、uation1. 主動向客戶推薦，并根據車間工作情況進行預約Handling & promoting of advance booking according to workshop capacity 2. 在客戶到來之前準備預約工單和維修記錄Preparation of Pre-order with history cards before customer visit3. 按到達順序接待客戶Dealing with customers in order of arrival4. 迎接及問候客戶Prompt greeting & attendance to customers

17、 upon arrival5. 個人儀表Appearance of the person6. 談話的方式Style of conversation服務顧問表現評估服務顧問表現評估SA Performance Evaluation8. 在客戶面前對車輛進行系統的檢測Vehicle inspection & systematic checking in the presence of customer9. 診斷的正確性Accuracy of diagnosis10. 主動推薦保養維修項目Recommend service or repair job to customer11. 向顧客提供

18、價格與交車時間的估算Preparation of estimates & deadlines 12. 所開工單的精確性Veracity of generating repair orders7. 仔細傾聽并認真記錄客戶的要求及對故障的描述Listening carefully to and recording customers requirements and descriptions of vehicle problem服務顧問表現評估服務顧問表現評估SA Performance Evaluation15. 交車時對客戶的關注Attendance of customer durin

19、g vehicle delivery 16. 向客戶解釋維修項目以及更換零件的項目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Follow-up service/ calls to customer after vehicle delivery14. 交車前進行檢查Performing of Final/ Quality control13. 跟蹤與監控工作的進程Follow-up & monitoring o

20、f work in progress服務顧問表現評估服務顧問表現評估SA Performance Evaluation組織結構組織結構Organization 6.0客戶關懷客戶關懷Customer Care5.0運營管理運營管理Operations Management4.0建立一個建立一個有效的結構有效的結構Organizing an Operational Structure保修流程保修流程Warranty Process Flow時間和出勤記錄時間和出勤記錄Time and attendance recording單據的順序單據的順序Order Scheduling終檢終檢/ 質量控制

21、質量控制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幫助服務中心理解車間流程To assist Service Center to understand operating process of Job Flow for workshop.WorkshopFC1.JPG目的目的PurposeControl Room (6) Guard House (3) Customer Receptionist (4)Service Advisor (5)

22、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組織結構組織結構Organization 6.0客戶關懷客戶關懷Customer Care5.0運營管理運營管理Operations Management4.0建立一個建立一個有效的結構有效的結構Organizing an O

23、perational Structure保修流程保修流程Warranty Process Flow時間和出勤記錄時間和出勤記錄Time and attendance recording單據的順序單據的順序Order Scheduling終檢終檢/ 質量控制質量控制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保修流程保修流程Warranty Process Flow Mechanic (5)Parts Department (7)Forman (6) Customer (1)Servi

24、ce Advisor (2) Control Room (4)Service Manager (3) Warranty Clerk (8)Control Room (9) Final Control (10)Service Manager (11) Warranty Clerk (12)幫助服務中心理解保幫助服務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組織結構組織結構Organization 6.0客戶關懷客戶關懷Customer Care5.0運營管理運營管理Operations Management4.0建立一個建立一個有效的結構有效的結構Organizing an Operational Structure保修流程保修流程Warranty Process Flow時間和出勤記錄時間和出勤記錄Time and attenda