汽车S店售后服务流程手册（标准版）

汽车S店售后服务流程手册（标准版）第1章售后服务组织架构与职责1.1售后服务管理委员会售后服务管理委员会是公司高层决策机构，负责制定售后服务战略、政策及重大事项的决策。根据《企业内部管理规范》（GB/T19001-2016），该委员会通常由总经理、副总经理、质量总监、客户服务总监及相关部门负责人组成，确保售后服务体系与公司整体战略一致。该委员会下设专门的售后服务管理办公室，负责日常运营、流程执行及绩效评估，确保售后服务工作符合公司质量管理体系要求。根据《汽车售后服务管理规范》（GB/T33244-2016），售后服务管理委员会需定期召开会议，评估售后服务效率、客户满意度及服务质量，确保持续改进。该委员会还负责监督售后服务流程的合规性，确保各项操作符合国家相关法律法规及行业标准。通过定期培训与考核，确保委员会成员具备专业能力，能够有效推动售后服务体系的优化与创新。1.2售后服务部组织架构售后服务部是公司售后服务的核心执行部门，通常设置服务工程师、技术支持、客户关系管理、质量控制及行政支持等岗位。根据《现代汽车售后服务组织架构研究》（李明，2021），该部门需具备专业化的分工与协作机制。服务工程师负责具体的服务执行，包括故障诊断、维修、保养等，需持有相关职业资格证书，如汽车维修技师证。技术支持岗位负责提供专业咨询与解决方案，确保客户问题得到及时有效的处理，符合《汽车售后服务技术规范》（GB/T33245-2016）的要求。客户关系管理岗位负责客户沟通与服务跟踪，确保客户满意度，提升客户粘性，根据《客户关系管理实践》（王芳，2020）建议，该岗位需定期进行客户满意度调查与反馈分析。行政支持岗位负责后勤保障、物资管理及数据统计，确保售后服务工作高效运行，符合《企业行政管理规范》（GB/T19004-2016）的要求。1.3售后服务人员职责售后服务人员需严格遵守公司质量管理体系，确保服务过程符合《汽车售后服务质量控制标准》（GB/T33246-2016），做到服务过程标准化、操作流程规范化。服务人员需具备良好的职业素养，包括沟通能力、应变能力及客户服务意识，根据《汽车售后服务人员职业能力标准》（GB/T33247-2016）要求，需定期接受专业培训与考核。服务人员需准确记录客户信息、服务过程及问题反馈，确保数据真实、完整，符合《客户服务信息管理规范》（GB/T33248-2016）的要求。服务人员需在服务过程中保持专业态度，确保客户隐私安全，符合《个人信息保护法》及相关行业规范。服务人员需定期参与服务质量评估与改进，根据《售后服务人员绩效考核办法》（公司内部文件）进行自我反思与提升。1.4售后服务流程管理机制售后服务流程管理机制是确保服务质量与效率的重要保障，根据《服务流程管理理论》（Hofmann,2018）提出，需建立标准化、流程化、信息化的管理机制。通过建立服务流程图、服务标准操作手册及服务流程监控系统，确保服务过程可控、可追溯，符合《服务流程管理规范》（GB/T33249-2016）的要求。服务流程管理需结合PDCA循环（Plan-Do-Check-Act），确保流程持续改进，根据《质量管理循环理论》（Deming,1982）提出，PDCA循环是提升服务质量的关键方法。售后服务流程管理需与信息化系统结合，如CRM系统、维修管理系统等，实现数据共享与流程自动化，提高服务效率与客户体验。通过定期流程审核与优化，确保售后服务流程符合行业最佳实践，根据《汽车售后服务流程优化研究》（张伟，2021）指出，流程优化能显著提升客户满意度与企业竞争力。第2章售后服务流程概述2.1售后服务基本流程售后服务基本流程是指从客户购车、车辆交付、售后保养、维修到最终问题解决的完整过程，是保障客户满意度和企业信誉的重要环节。根据《中国汽车售后服务管理规范》（GB/T33124-2016），售后服务流程应遵循“预防、诊断、修复、反馈”四阶段原则，确保问题及时发现并有效处理。该流程通常包括接单、诊断、维修、确认、回访等步骤，每个环节均需明确责任人和操作标准。例如，维修过程中应遵循“先诊断后维修”原则，避免因误判导致返修或客户投诉。依据《汽车维修业服务质量标准》（GB/T33125-2016），售后服务流程需确保维修质量、服务时效和客户沟通的三重一致性，确保客户体验的稳定性和满意度。在实际操作中，售后服务流程需结合客户反馈和数据分析，动态调整服务策略，例如通过客户满意度调查、维修记录分析等手段，持续优化服务流程。企业应建立标准化的售后服务流程文档，确保各环节操作规范、责任明确，避免因流程混乱导致的服务延误或客户流失。2.2售后服务流程分类售后服务流程可按服务内容分为基础保养、故障维修、配件供应、客户回访等类别。根据《汽车售后服务管理规范》（GB/T33124-2016），基础保养包括定期保养、换油、检查等，是保障车辆性能的基础环节。故障维修则涉及诊断、拆解、维修、测试等流程，需遵循“先诊断后维修”原则，确保维修质量。据《汽车维修技术规范》（GB/T33126-2016），故障维修应采用“四步法”：诊断、计划、实施、验证。配件供应流程包括配件采购、库存管理、配送及使用指导，需确保配件质量与供应及时性。根据《汽车配件管理规范》（GB/T33127-2016），配件应按类别分类存放，确保库存充足且符合客户需求。客户回访流程包括服务完成后的沟通、问题确认、满意度反馈等，是提升客户体验的重要环节。据《客户关系管理实务》（2021），回访应采用“三步法”：服务完成、问题确认、满意度反馈。售后服务流程还可按服务对象分为整车服务、零部件服务、远程诊断服务等，不同服务对象需制定相应的流程标准，以满足多样化客户需求。2.3售后服务流程优化原则优化售后服务流程需遵循“以客户为中心”的原则，确保服务流程符合客户需求和行业标准。根据《服务蓝图》理论，售后服务流程应具备“响应速度、服务质量和客户满意度”三大核心要素。优化应注重流程的可操作性和可追溯性，确保每个环节都有明确的流程节点和责任人。据《流程再造理论》（Rice,1992），流程优化应通过流程再造（ProcessReengineering）实现，提升效率与客户体验。优化过程中应引入信息化管理系统，如售后服务管理系统（ServiceManagementSystem,SMS），实现流程数字化、数据可视化，提升流程透明度和可监控性。优化应结合客户反馈和数据分析，持续改进流程，例如通过客户满意度调查、维修记录分析等手段，发现流程中的薄弱环节并进行针对性优化。优化原则还应包括“标准化、规范化、持续改进”三原则，确保流程在不同地区、不同客户群体中具有适用性和可复制性。2.4售后服务流程标准化管理标准化管理是确保售后服务流程统一、高效执行的关键，是提升企业竞争力的重要手段。根据《企业标准化管理规范》（GB/T19001-2016），标准化管理应涵盖流程、人员、工具、环境等要素。标准化管理要求制定详细的流程文档，包括流程图、操作手册、检查清单等，确保每个环节有据可依、有章可循。据《服务标准化理论》（Kotter,1996），标准化是实现服务一致性与客户信任的基础。标准化管理需建立统一的流程执行标准，例如维修流程、回访流程、配件管理流程等，确保不同员工在执行过程中具有相同的操作规范和质量要求。标准化管理应结合信息化手段，如售后服务管理系统（SMS），实现流程的数字化管理，提升流程执行效率和数据可追溯性。标准化管理还需定期进行流程审核与优化，确保流程与行业标准、客户需求和企业战略保持一致，持续提升服务质量与客户满意度。第3章售后服务接待与咨询3.1售后服务接待流程售后接待应遵循“首问负责制”，即客户首次咨询时，由接待人员负责全程跟进，确保问题得到及时响应与解决。根据《汽车售后服务管理规范》（GB/T33932-2017），此制度是提升客户满意度的重要保障。接待人员需佩戴统一服务标识，着装整洁，使用标准服务用语，如“您好，欢迎来到汽车售后服务中心”，以提升专业形象与客户信任感。接待流程应包含客户信息登记、问题初步评估、服务方案制定、预约安排及后续跟进等环节。据《汽车服务行业标准》（GB/T33933-2017），此流程需在30分钟内完成初步响应，确保客户高效体验。接待过程中应注重客户情绪管理，避免使用生硬或冷漠的语言，应通过耐心倾听、积极反馈等方式，营造温馨、专业的服务环境。接待人员需具备一定的专业技能，如车辆诊断、维修流程熟悉、常见问题处理经验等，确保能够快速、准确地为客户提供服务。3.2售后服务咨询流程咨询流程应涵盖电话咨询、现场咨询、线上咨询等多种形式，根据《汽车售后服务信息化管理规范》（GB/T33934-2017），建议建立多渠道咨询系统，提升服务效率。咨询过程中应引导客户明确问题，如“您遇到的问题是关于车辆保养还是维修？”并根据客户反馈提供针对性解答。咨询内容应包括车辆状况、维修记录、保养周期、费用预估等关键信息，确保信息准确无误，避免因信息不对称导致客户误解。咨询结束后，应向客户发送确认回执，内容包括问题处理进度、预计完成时间、费用明细及后续服务安排等，确保客户知情权。咨询记录需详细记录客户姓名、联系方式、咨询时间、问题内容、处理结果等信息，作为后续服务及投诉处理的依据。3.3售后服务投诉处理流程投诉处理应遵循“首诉负责制”，即客户首次投诉时，由接待人员负责全程处理，确保投诉问题得到及时响应与解决。投诉处理流程应包括投诉受理、问题分析、解决方案制定、执行反馈、结果确认及客户满意度调查等环节，根据《汽车服务行业投诉处理规范》（GB/T33935-2017），此流程需在24小时内完成初步处理。投诉处理过程中应保持客观公正，避免情绪化处理，应通过书面形式记录投诉内容及处理过程，确保可追溯性。投诉处理结果需向客户明确告知，包括处理原因、解决方案、预计完成时间及后续跟进措施，确保客户知情并满意。投诉处理完成后，应进行满意度调查，收集客户反馈，作为改进服务流程的依据，提升客户信任度。3.4售后服务客户沟通规范售后服务沟通应以客户为中心，遵循“以人为本”的服务理念，确保沟通内容清晰、准确、专业，避免使用模糊或误导性语言。沟通应采用标准化服务用语，如“感谢您的反馈，我们已记录并安排处理”，以提升专业形象与客户信任感。沟通过程中应注重倾听与理解，通过提问、确认等方式，确保客户问题被准确识别与理解。沟通应保持礼貌与尊重，避免使用攻击性或贬低性语言，确保客户感受到被重视与尊重。沟通记录应详细、准确，包括客户姓名、联系方式、沟通时间、问题内容、处理结果等信息，确保可追溯与后续跟进。第4章售后服务诊断与检测4.1售后服务诊断流程售后服务诊断流程是汽车售后服务中用于识别和定位车辆故障的关键步骤，通常包括故障码读取、症状观察、数据流分析等环节。根据ISO26262标准，诊断过程应遵循系统化、标准化的操作流程，确保信息采集的准确性与一致性。诊断流程通常由专业技术人员执行，利用OBD-II接口读取车辆ECU（电子控制单元）中的故障码和相关数据，结合车辆历史记录和维修日志进行综合分析。根据《汽车维修技术标准》（GB/T18457-2015），诊断应优先排查系统级故障，再深入到部件级问题。在诊断过程中，应使用符合ISO17025标准的检测设备，如OBD-II诊断仪、数据流分析仪等，确保诊断结果的权威性和可追溯性。根据行业经验，诊断时间一般控制在30分钟以内，以提高服务效率。诊断结果需形成书面记录，包括故障码、数据流、维修建议等，并由技术人员签字确认。根据《汽车维修业服务规范》（GB/T18457-2015），诊断记录应保存至少2年，以备后续追溯。诊断过程中应遵循“先易后难”原则，优先处理可快速修复的故障，再处理复杂系统问题。同时，应记录诊断过程中的异常情况，为后续维修提供参考。4.2售后服务检测流程售后服务检测流程是确保车辆性能与安全性的关键环节，通常包括基础检测、性能测试、安全评估等。根据《汽车维修业服务规范》（GB/T18457-2015），检测应涵盖发动机、底盘、电气系统、制动系统等多个方面。检测流程通常按照“先检测、后维修”的顺序进行，确保检测结果的客观性与准确性。根据ISO17025标准，检测应采用标准化操作流程，确保检测结果可重复、可验证。检测过程中，应使用符合国家标准的检测设备，如万用表、压力表、测功机等，确保检测数据的可靠性。根据行业经验，检测时间一般控制在1小时内，以提高服务效率。检测结果需形成书面报告，包括检测项目、检测数据、结论及建议，并由技术人员签字确认。根据《汽车维修技术标准》（GB/T18457-2015），检测报告应保存至少2年，以备后续追溯。检测过程中应遵循“先检测、后维修”的原则，确保检测结果的客观性与准确性。同时，应记录检测过程中的异常情况，为后续维修提供参考。4.3售后服务检测设备管理售后服务检测设备的管理应遵循ISO17025标准，确保设备的准确性、可靠性和可追溯性。根据《汽车维修业服务规范》（GB/T18457-2015），设备应定期校准和维护，确保其性能符合检测要求。检测设备应建立台账，包括设备名称、型号、编号、使用状态、校准日期等信息。根据行业经验，设备台账应至少保存5年，以备后续追溯。检测设备的使用应由专业技术人员操作，确保操作规范性和安全性。根据《汽车维修技术标准》（GB/T18457-2015），设备操作人员应接受定期培训，确保操作熟练度。检测设备的维护应包括日常保养、定期校准和故障处理。根据行业经验，设备维护周期一般为每季度一次，确保设备长期稳定运行。检测设备的管理应建立责任制度，明确设备使用、维护、校准的责任人，确保设备管理的规范化和高效化。4.4售后服务检测标准与规范售后服务检测应遵循国家和行业标准，如《汽车维修技术标准》（GB/T18457-2015）、《汽车维修业服务规范》（GB/T18457-2015）等，确保检测过程的标准化和规范化。检测标准应明确检测项目、检测方法、检测参数及判定依据，确保检测结果的客观性和可重复性。根据《汽车维修技术标准》（GB/T18457-2015），检测标准应与车辆实际状况相符，避免误判。检测过程中应采用标准化操作流程，确保检测结果的可追溯性。根据ISO17025标准，检测流程应包括操作步骤、数据记录、结果判定等环节，确保检测过程的严谨性。检测结果应形成书面报告，包括检测项目、检测数据、结论及建议，并由技术人员签字确认。根据《汽车维修技术标准》（GB/T18457-2015），检测报告应保存至少2年，以备后续追溯。检测标准与规范应定期更新，根据行业发展和技术进步进行修订，确保检测内容的时效性和准确性。根据行业经验，检测标准应结合实际维修案例进行动态调整，以提升检测质量。第5章售后服务维修与保养5.1售后服务维修流程售后服务维修流程遵循“预防性维护、诊断性检测、修复性维修”三阶段模型，依据ISO17025标准进行操作，确保维修质量与效率。采用“四步法”（接单-诊断-维修-回访）流程，通过专业设备如OBD-II诊断仪、万用表等，对车辆进行数据采集与故障码读取，确保问题定位准确。维修过程中需严格遵守“先检测后维修”原则，使用符合国标GB/T38522-2020的维修工具和配件，确保维修部件的兼容性与安全性。为提升维修效率，建议采用“预约制”与“现场服务”相结合的模式，通过信息化系统（如MES系统）实现维修任务的实时追踪与调度。维修完成后，需进行“三检”（自检、互检、专检），确保维修质量符合ISO9001:2015标准要求，并通过客户回访确认问题解决情况。5.2售后服务保养流程保养流程遵循“定期保养+专项保养”双轨制，依据车辆使用手册（如GB/T38522-2020）制定保养周期与项目。保养内容包括机油更换、滤清器更换、刹车液更换等，需使用符合APISN/SL标准的机油和刹车液，确保性能与安全。保养过程中应采用“四步法”（清洁、更换、检查、记录），通过专业工具如油压表、扭矩扳手等，确保保养操作的精准性与规范性。建议采用“保养计划表”与“保养记录表”相结合的方式，实现保养工作的标准化管理，提升客户满意度。保养完成后，需进行“三检”（自检、互检、专检），确保保养质量符合ISO9001:2015标准要求，并通过客户回访确认保养效果。5.3售后服务维修质量控制售后维修质量控制采用“PDCA循环”（计划-执行-检查-处理）模型，通过质量管理体系（QMS）进行闭环管理。依据GB/T19001-2016标准，建立维修质量控制点，如零件更换、维修过程记录、客户反馈等，确保质量可追溯。采用“质量统计分析法”（如帕累托图、因果图）对维修质量问题进行分析，识别关键影响因素并采取改进措施。建立维修质量考核机制，通过客户满意度调查、维修工时统计、故障率数据等指标，持续优化维修服务质量。定期开展维修质量培训与考核，确保维修人员具备专业技能与质量意识，提升整体维修质量水平。5.4售后服务维修工具与设备管理售后维修工具与设备需符合ISO17025标准，定期进行校准与维护，确保其精度与安全性。建立“工具设备档案”，包括工具编号、使用记录、校准日期、责任人等信息，实现工具管理的信息化与可视化。采用“工具使用登记制度”，确保工具使用过程可追溯，避免工具丢失或误用。建议使用“设备管理系统”（如MES系统）进行设备管理，实现设备状态监控、维护计划安排与使用效率提升。定期进行设备维护与保养，确保工具设备处于良好状态，减少维修事故与客户投诉。第6章售后服务配件供应与管理6.1售后服务配件采购流程采购流程应遵循“集中采购、分级管理”的原则，依据车型、年份及配件类型进行分类管理，确保配件的时效性和适用性。根据《中国汽车维修行业标准》（GB/T31415-2015），配件采购需通过招标或比价方式，选择具备资质的供应商，确保价格合理、质量可靠。采购计划应结合维修需求预测、库存情况及供应商供货能力制定，采用ERP系统进行动态管理，确保采购量与实际需求匹配，避免积压或短缺。据《中国汽车维修市场调研报告》显示，合理采购可降低库存成本约15%-20%。采购合同应明确配件规格、数量、交付时间、质量保证条款及违约责任，确保采购过程合法合规。建议采用电子合同系统，提升合同管理效率与透明度。采购过程中需建立供应商评估机制，定期对供应商的供货能力、质量稳定性、价格水平等进行考核，确保供应商具备持续供货能力。根据《供应链管理理论》（Byford,2007），供应商绩效评估应包括交货准时率、质量合格率及服务响应速度等指标。采购后应建立配件入库验收流程，由采购、仓储及维修人员共同参与，确保配件数量、规格、质量符合要求，避免因验收不严导致的后续问题。6.2售后服务配件库存管理库存管理应采用“ABC分类法”进行分类管理，对高价值、高频率使用的配件实行重点监控，确保库存周转率合理。根据《库存管理理论》（Smith,1990），库存周转率应控制在15-20次/年，避免资金积压。库存应实行“先进先出”原则，确保配件在保质期内使用，减少因过期导致的浪费。建议采用条码识别系统，实现库存动态监控与自动补货。库存空间应科学规划，根据车型、维修量及季节变化进行调整，避免因空间不足影响维修效率。根据《仓储管理实务》（张明，2018），库存空间利用率应达到80%以上，以提高空间使用效率。库存预警机制应建立，当库存低于安全临界值时自动触发补货流程，确保配件供应不间断。根据《供应链管理实践》（Liao,2012），库存预警应结合历史数据与业务预测，设定合理的补货周期。库存数据应定期汇总分析，优化采购与补货策略，提升库存管理效率。建议每月进行库存盘点，结合ERP系统数据进行动态调整。6.3售后服务配件配送流程配件配送应遵循“就近配送、准时送达”的原则，根据维修网点分布及客户需求，合理安排配送路线与时间，确保配件及时到达。根据《物流管理理论》（Henderson,2008），配送路线应考虑交通状况、配送距离及运输成本等因素。配件配送应采用信息化管理系统，实现订单跟踪、配送进度及异常预警，提升配送效率与透明度。根据《供应链信息技术应用》（Wang,2019），信息化系统可降低配送误差率至5%以下。配件配送应与维修网点建立协同机制，确保配件及时到达，减少因配件短缺导致的维修延误。根据《售后服务管理实践》（李华，2020），配送响应时间应控制在24小时内，以提升客户满意度。配件配送过程中应加强安全与质量管控，确保运输过程中配件不受损坏或污染。根据《运输安全管理规范》（GB/T17196-2017），运输工具应具备防震、防潮、防锈等措施，确保配件完好无损。配件配送后应进行验收，确认数量、规格及质量符合要求，确保交付质量。根据《物流验收标准》（GB/T18141-2015），验收应由采购、仓储及使用部门共同参与，确保信息准确无误。6.4售后服务配件质量控制配件质量控制应贯穿采购、存储、配送及使用全过程，确保每个环节符合质量标准。根据《质量控制理论》（Deming,1982），质量控制应从源头抓起，建立全过程质量管理体系。配件质量应符合国家或行业标准，如GB/T18141-2015《物流验收标准》及GB/T31415-2015《中国汽车维修行业标准》。供应商应提供合格证、检测报告及质量保证书，确保配件来源合法、质量可靠。配件质量检测应定期进行，包括外观检查、性能测试及功能验证，确保配件在使用过程中不会影响车辆性能或安全。根据《质量检测技术》（Zhang,2017），检测应采用标准化流程，确保数据可追溯。配件使用过程中应建立质量反馈机制，对出现质量问题的配件及时进行召回或更换，确保客户权益。根据《售后服务管理实践》（李华，2020），质量反馈应纳入售后服务流程，定期分析问题原因并改进管理。配件质量控制应与供应商绩效挂钩，对不合格配件进行扣分或暂停合作，确保供应商持续提供合格产品。根据《供应链质量管理》（Byford,2007），供应商质量控制应纳入绩效考核体系，提升整体质量水平。第7章售后服务反馈与改进7.1售后服务客户反馈机制售后服务客户反馈机制是企业持续改进服务质量的重要手段，通常包括客户投诉、满意度调查、服务评价等渠道。根据《服务质量管理》（H.J.M.vanderVegt,2007）提出，有效的反馈机制能够帮助企业识别问题并及时响应客户需求。企业应建立多渠道的反馈系统，如电话、在线平台、线下服务台等，确保客户能够便捷地表达意见和建议。服务反馈应分类管理，包括问题反馈、建议反馈、表扬反馈等，不同类别采用不同的处理流程。客户反馈数据需定期汇总分析，通过数据分析工具（如SPSS或Excel）进行统计，识别高频问题及改进方向。建立客户反馈闭环机制，确保问题得到及时处理并反馈给客户，提升客户满意度。7.2售后服务问题分析与改进售后服务问题分析应基于客户反馈、服务记录、维修数据等信息，采用根因分析（RCA）方法，找出问题的根源。根据《服务管理》（R.L.Jones,2010）提出的“5Whys”法，通过连续追问“为什么”来深入挖掘问题本质。问题分析后，应制定针对性的改进措施，如优化服务流程、加强员工培训、升级设备等。改进措施需经过评估与验证，确保其有效性，避免“治标不治本”的问题。建立问题跟踪与复盘机制，定期回顾改进效果，持续优化服务流程。7.3售后服务满意度调查与评估售后服务满意度调查是衡量客户对服务体验的重要指标，通常通过问卷调查、访谈、服务评分等方式进行。满意度调查应覆盖服务响应速度、解决问题效率、服务质量、沟通态度等多个维度。根据《服务质量评估》（J.R.M.R.G.K.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.M.