《奔驰汽车售后服务流程资料大全》(227页)英文.ppt

ProcessDocumentation WorkshopProcess2010NationalStandardWorkshopProcessChina MB StatusMarch2006 1 Workpreparation Repair maintenance Ordercompletion Diagnosis Servicereception Vehiclehandover Servicebooking Preparereception Performreception Performpre diagnosis Concludereception Checkjobassignment Preparevehicle Preparediagnosis Performdiagnosis Concludediagnosis Preparerepair maintenance Conductrepair maintenance Concluderepair maintenance Conductfinalinspection Checkdocumentationofworkshoporder Preparevehiclehandover Conductvehiclehandover Concludevehiclehandover Closeworkshoporder Processwarranty goodwillclaim Conductqualityassurance Workshopdisposition PartsSupport Overviewofdefinedprocesses 2 Workpreparation Repair maintenance Ordercompletion Diagnosis Servicereception Vehiclehandover Servicebooking Preparereception Performreception Performpre diagnosis Concludereception Checkjobassignment Preparevehicle Preparediagnosis Performdiagnosis Concludediagnosis Preparerepair maintenance Conductrepair maintenance Concluderepair maintenance Conductfinalinspection Checkdocumentationofworkshoporder Preparevehiclehandover Conductvehiclehandover Concludevehiclehandover Processwarranty goodwillclaim Workshopdisposition Overviewofdefinedprocesses PartsSupport Closeworkshoporder Conductqualityassurance 3 Overviewsheetprocessstep Servicebooking In Startoftheprocessviadifferentkindsofapproaches firstcontact e g byphone bythecustomerOut Pre orderwithcustomerandvehicledata exactdocumentationofcustomerrequestandestimatedservicescope appointmentforreception andappointmentforestimatedvehiclehandoverareadjusted Agreementofanappointmentconvenientforcustomerandworkshoponbasisofcustomerrequest afirstdefinitionofservicescopeandacheckofserviceresources Customerandvehicledataaredeterminedandapre orderisopenedCustomerrequestisrecordedasdetailedaspossibleanddocumentedAfirstroughestimateofcostandtimeframeworkissubmittedThemethodofreceptioniscoordinatedwiththecustomer appointmentsareagreedonbasisofadispositionofserviceresources Contacttoservicebookingwithcustomer Content Definition 4 Servicebooking I ServiceReceptionist ServiceAdvisor DMS DMS DMS Customerandcontactclearlyidentifiedbymakingcontact Mostimportantcustomerandvehicledataavailable Workshoppre orderopened Customerconcernsinoriginalwordingandsymptomsdocumented Customercontactsworkshop Determinecustomerandvehicledata 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 Askcustomeriffurtherworkshavetobeperformedathisvehicle Determinecustomerwishes symptomsanddocumentthem ProcessChains ProcessChains ProcessChains ProcessChains ServiceReceptionist ServiceAdvisor ServiceReceptionist ServiceAdvisor ServiceReceptionist ServiceAdvisor 5 Servicebooking II ServiceAdvisor DMS DMS DMS DMS Scopeandtypeofservice repair maintenancedefined Receptionandhandovermethodsdocumented Customerontimeandpricingframeworknotified Definescopeandtypeofwork Coordinatereception handovermethod location Definescopeoforderduringcustomerdialog Discussrelatedvehiclehistorywithcustomer incl customercomplaint repeatcase CheckwhethercustomerconcernsareavailableasaservicepackageCheckexistingservicecampaigns e g servicemeasures Verifytypeofwarrantyinquestion new usedvehiclewarranty goodwillcase workshopwarranty part majorassemblywarranty Checkifpre diagnosisisnecessary Propose coordinateanddocumentreceptionmethod activereception receptiondiagnosis vehiclehandoverduring outsideofficehours Notifycustomeroftimerequiredforreceptionmethod Ifnecessaryexplainanyprovisionalvisit askcustomertocomealongforpreliminarydiagnosisorcreationofacostestimatepriortoservicedateIfpossibleandnecessarycoordinatehandovermethod activeorpassivevehiclehandover Definetimeandcostframework Setanestimatedtimeforeachoperationandenterit roughplanning Verifycosts replacementparts wages fordefinedservicescopeStatepricingandtimeframework upper lowerlimits ProcessChains ProcessChains ProcessChains ProcessChains Servicebooking II ServiceAdvisor ServiceAdvisor ServiceAdvisor Inquireaboutfreereceptiondateandcompletiondate Defineserviceresourcesandperformworkshopdisposition Defineanddocumentcriticalparts Defineanddocumentthird partyservices e g painter bodymanufacturer Conduct authorizeresourceplanningbasedonworkshoporder pre orderstatus anddefinedserviceresources Determinereceptionandcompletiondatetogetherwithworkshopdisposition 6 DMS Proposeidealreceptionappointment date time Ifcustomernotsatisfiedwithappointment askforacceptabledateandcheckforanyotheroptionsDetermineandagreeonanestimatedcollectiondatebasedonthecompletiondateNotifycustomeraboutdocumentstobesuppliedDocumentagreedappointmentsAskforcontactdatauntilserviceappointmentSummarizecurrentstatusoforderaccordingtoscope timeandcostforcustomerandaskforcompletenessandcorrectness Anappointmenthasbeenmadeonthebasisofcustomerconcerns predefinedscopeandresourceavailability Servicebooking III Receptionappointmentagreedonwithdateandtime Agreeonappointmentforreception handoveranddocumentit ProcessChains ServiceAdvisor 7 Successfactorsandkeyfigures Servicebooking Maxim Servicereception Agreementonanappointmentthatissuitableforcustomerandworkshop onthebasisofthecustomerconcern afirstdefinitionofthescopeofworkshoporderandacheckoftheserviceresources ExampleKeyfigures Successfactors 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 foramaintenanceappointment Coreprocess 8 Workpreparation Repair maintenance Ordercompletion Diagnosis Servicereception Vehiclehandover Servicebooking Preparereception Performreception Performpre diagnosis Concludereception Checkjobassignment Preparevehicle Preparediagnosis Performdiagnosis Concludediagnosis Preparerepair maintenance Conductrepair maintenance Concluderepair maintenance Conductfinalinspection Checkdocumentationofworkshoporder Preparevehiclehandover Conductvehiclehandover Concludevehiclehandover Processwarranty goodwillclaim Workshopdisposition Overviewofdefinedprocesses PartsSupport Closeworkshoporder Conductqualityassurance 9 Overviewsheetprocessstep Preparereception Preparationofservicereceptionbetweenbookingandreceptionofvehicle customer Allpreparationsforreceptionappointmentwithcustomerconcerningworkshoporderandserviceresourcestobereservedarearranged sothatvehiclereceptioncanbecarriedoutunobstructedly In Servicebookingwithcustomerandvehicledataincl vehiclehistory exactdocumentationofcustomerrequestandestimatedservicescopeOut Exactdefinitionofoutstandingquestions whichhavetobereviewedtogetherwithcustomeratreception preparedworkshoporder availabilityofserviceresourcesatagreedappointmentareassured Workshoporderispreparedascompleteaspossibleforforthcomingreceptionappointment necessaryserviceresourceswillbereservedIncomplexcasesunsolvedquestionsconcerningcustomerrequestaredefinedorsolvedCustomerwillbephonedshorttimebeforereceptionappointmenttoconfirmtheappointment Input Output Definition 10 Preparereception Workshoporderpreparedasfaraspossible necessaryserviceresourcesarereservedandunresolvedmattersexplained ServiceAdvisor ServiceReceptionist ServiceAdvisor ServiceAdvisor ServiceAdvisor DMS DMS VEGA DMS VEGA ASRA DMS EPC Workshoporderprocessedasfaraspossible Takeoverofcostsisarranged Allresourcesavailableandreserved Allnecessaryadditionalinformationpresent Preparereception Processliability CheckdatafromservicebookingCompilenecessaryworkanddocumentinorderCompilecriticalpartsandnotifywarehousePreparepackage costestimatePlanissuanceofthird partyservicesConsiderpendingworkandpartordersleftfromlastvisitCheckvehicleforservicemeasure CheckpendingpaymentissueCheckwarranty goodwillclaimrelatedConductgoodwillapplicationwithdamagecodeanddocumentdecisionApplyinvoicecodeandcustomershareaspercentagetoorderitems Reserveserviceresources ConductreservationofrequiredserviceresourcesBeforeservicereceptiondate callcustomerandconfirmdateornotifycustomerthatallagreementscanbeupheld Checkinvoice orderandwarrantyandgoodwillhistoryandprepareforworkshopIdentifyrepeatrepairsClarifyresponsibilitiesforproblematiccases incl customercomplaints repeatcase Preparetechnicaldocumentation ifnecessary e g forvehiclewithspecialbody FeedbackwithtechnicianifnecessaryIneventoffunctionaldefects whereapplicableresearchinvehicledocumentation e g introductionservicemanual operatorerror Printoutpre orderandprepareforcustomervisit Checkandprepareadditionalorderinformation ProcessChains ProcessChains ProcessChains ProcessChains 11 Successfactorsandkeyfigures Preparereception Allpreparationforthereceptionappointmentwiththecustomerarefinishedwithregardtotheorderandallserviceresourcestobereserved thereceptionofthevehiclecanbeperformedsmoothly Preliminaryorderandresourcesareasfaraspossibleprepared reservedandareavailableforthecustomerappointment Allnecessaryadditionalinformation history repeatrepairs arepreparedforthereceptionaswellasforthediagnosis repairprocess Partsavailabilityforcriticalpartsissecured Easyandfastidentificationofthevehicleconstructionlevel Assuranceoftheadherencetoallagreementswiththecustomer agreements costs Plannedreceptiontimecanbeadheredto Customerissatisfiedwiththeserviceadviseandprocessingofhisconcerns solutionproposalsfortheconcern Shareofpreliminaryordersofallserviceappointments Shareofpreliminaryordersofallvehiclethroughputs Qualityofthereceptionpreparation Durationoftheservicereception Servicereception Coreprocess Maxim ExampleKeyfigures Successfactors 12 Workpreparation Repair maintenance Ordercompletion Diagnosis Servicereception Vehiclehandover Servicebooking Preparereception Performreception Performpre diagnosis Concludereception Checkjobassignment Preparevehicle Preparediagnosis Performdiagnosis Concludediagnosis PrepareRepair maintenance ConductRepair maintenance ConcludeRepair maintenance Conductfinalinspection Checkdocumentationofworkshoporder Preparevehiclehandover Conductvehiclehandover Concludevehiclehandover Processwarranty goodwillclaim Overviewofdefinedprocesses Workshopdisposition PartsSupport Closeworkshoporder Conductqualityassurance 13 Overviewsheetprocessstep Performreception Reception welcomeofcustomerandvehicleformaintenance repair Allcustomerrequests customerandvehicledataaswellascurrentvehicleconfigurationaredocumentedonworkshoporder Thescopeofworkshoporderisagreedwithcustomer In WorkshoporderpreparedasfaraspossibleonbasisofbookingprocedureOut Extensivedocumentationofcustomerandvehicledata clearlyrecordedcustomerrequest customerisinformedaboutpossiblepre diagnosis CustomerandvehicledataareupdatedtogetherwithcustomerAllcustomerrequestsarereviewedwithcustomeranddocumentedNecessaryworksornecessityofpre diagnosisareexplainedandacostandtimeframeworkisgivenExistentdefectsonthevehiclewillberecordedbyavisualinspection Definition 14 Performreception Customerwelcomedandvehicletakenover customerconcernsandexistingdamagetovehiclerecordedinfull ServiceReceptionist ServiceAdvisor ServiceReceptionist ServiceAdvisor ServiceAdvisor ServiceAdvisor DMS WIS DMS FDOK VEGA DMS Customerwelcomedandtransferredtoserviceadvisor Allcustomerandvehicledataavailable Orderscopediscussed Visualinspectionconductedonvehicleinpresenceofcustomeranddocumented Welcomecustomer takeovervehicle Checkqualityofcustomer 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 Performanddocumentvisualinspectiononvehicle ProcessChains ProcessChains ProcessChains ProcessChains 15 Successfactorsandkeyfigures Performreception Allcustomerconcerns thecustomer andvehicledataaswellastheconditionofthevehiclearedocumentedontheworkshoporder Theorderscopehasbeenagreeduponwiththecustomer Sufficienttimeforthevehiclereception equalisationofthereceptionappointments Allidentifiableservicemattersareasfaraspossibleprepared Completenessandqualityoftheavailablecustomer andvehicledata Correctdocumentationofthecustomerconcernandthesymptoms Identificationoftheanalysis diagnosis advicedemandsonthebasisofclearcriteria standards Workshopcanprocessworkwithoutanyqueries Application userfriendlyIT Systemsforthesupportoftheserviceprocess Exhaustionoftheservicepotentials turnover profitability Customerissatisfiedthateverythingispreparedforhimandthatsufficienttimeforthereceptionexists Customerdoesnothavetowaitneedlessly Problemsolvingcompetenceoftheserviceadvisor Numberofreceptionswithappointment Durationoftheservicereception Numberofvehiclereceptionsperserviceadvisorandday Numberofbelatedreclamationsregardingvehicledamages NumberofServiceReceptionistsperServiceAdvisor Servicereception Coreprocess Maxim ExampleKeyfigures Successfactors 16 Workpreparation Repair maintenance Ordercompletion Diagnosis Servicereception Vehiclehandover Servicebooking Preparereception Performreception Performpre diagnosis Concludereception Checkjobassignment Preparevehicle Preparediagnosis Performdiagnosis Concludediagnosis PrepareRepair maintenance ConductRepair maintenance ConcludeRepair maintenance Conductfinalinspection Checkdocumentationofworkshoporder Preparevehiclehandover Conductvehiclehandover Concludevehiclehandover Processwarranty goodwillclaim Overviewofdefinedprocesses Workshopdisposition PartsSupport Closeworkshoporder Conductqualityassurance 17 Overviewsheetprocessstep Performpre diagnosis Firstcheckforreasonofcustomercomplaintduringreceptionphase Findingappropriatetorequestisdetectedasfaraspossible workshopordercanbeconcretised In Completelydocumentedcustomerrequest errorreportsandverifiedsymptoms informationinvehicle historyandworkshoporderhistory informationOut Clearfinding continuativeindicationsfordiagnosisorinstructionsformoreintensivediagnosisinworkshopifnoclearfindingisobtained Theappropriatepre diagnosismethodaccordingtocustomerrequestandverifiedsymptomsisselectedConductionofatest drive visualcontroloroff boarddiagnosisResultofpre diagnosisisdocumentedonworkshoporder Definition 18 Testdrive Performpre diagnosis I ServiceAdvisor DiagnosisTechnician DMS TIPS STARDiagnosis DMS TIPS STARDiagnosis WIS Pre diagnosisprepared Preparepre diagnosis InvestigateinexpertsystemsforinformationaboutcomplaintComparesymptomswiththecustomercomplaintonworkshoporderCheckthepre diagnosismethodpre definedinservicereceptionbasedontheverifiedsymptomsIfnecessary selectanalternativepre diagnosismethodanddiscussifpresenceofcustomerisnecessary Preparediagnosistools electronic mechanical Ifnecessary movevehicletorequiredworkbay Checkdegreeofwear corrosion play EnginenoiseswhenidlingFunctionaltestCheckforsignsofleakageCheckelectricconnectionsChecklevelsofoil coolant brakefluids etc CheckwhetherthereareanydamagedpartsOn boarddiagn