《奔驰汽车售后服务流程资料大全》ppt课件.ppt

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1、ProcessDocumentationWorkshopProcess2010NationalStandardWorkshopProcessChina(MB)StatusMarch2006WorkpreparationRepair/maintenanceOrdercompletionDiagnosisServicereceptionVehiclehandoverServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereceptionCheckjobassignmentPre

2、parevehiclePreparediagnosisPerformdiagnosisConcludediagnosisPreparerepair/maintenanceConductrepair/maintenanceConcluderepair/maintenanceConductfinalinspectionCheckdocumentationofworkshoporderPreparevehiclehandoverConductvehiclehandoverConcludevehiclehandoverCloseworkshoporderProcesswa

3、rranty/goodwillclaimConductqualityassuranceWorkshopdispositionPartsSupportOverviewofdefinedprocesses1WorkpreparationRepair/maintenanceOrdercompletionDiagnosisServicereceptionVehiclehandoverServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereceptionCheckjobassign

4、mentPreparevehiclePreparediagnosisPerformdiagnosisConcludediagnosisPreparerepair/maintenanceConductrepair/maintenanceConcluderepair/maintenanceConductfinalinspectionCheckdocumentationofworkshoporderPreparevehiclehandoverConductvehiclehandoverConcludevehiclehandoverProcesswarranty/good

5、willclaimWorkshopdispositionOverviewofdefinedprocessesPartsSupportCloseworkshoporderConductqualityassurance2Overviewsheetprocessstep„Servicebooking“In:Startoftheprocessviadifferentkindsofapproaches/firstcontact(e.g.byphone)bythecustomerOut:Pre-orderwithcustomerandvehicledata,exactdocum

6、entationofcustomerrequestandestimatedservicescope,appointmentforreception,andappointmentforestimatedvehiclehandoverareadjustedAgreementofanappointmentconvenientforcustomerandworkshoponbasisofcustomerrequest,afirstdefinitionofservicescopeandacheckofserviceresourcesCustomerandvehicledata

7、aredeterminedandapre-orderisopenedCustomerrequestisrecordedasdetailedaspossibleanddocumentedAfirstroughestimateofcostandtimeframeworkissubmittedThemethodofreceptioniscoordinatedwiththecustomer,appointmentsareagreedonbasisofadispositionofserviceresourcesContacttoservicebookingwithcust