上海通用：售后工程总览表

1NewManagerLeadershipDevelopmentProgramPATAC售后工程系列课程PATACS&AOverall售后工程总揽泛亚售后工程科2008.11更新2PATACS&ATrainingCourse内容概要¾售后工程的概念¾PATAC售后工程的组织机构¾售后工程项目管理的理念¾售后工程各功能块的总体介绍先期维修性开发功能维修零件的发布功能维修信息的发布功能附件的开发功能再制造工程的开发功能3PATACS&ATrainingCourse售后工程的概念售后工程的业务链:尽管售后工程在中国是个新兴的产业,但是它是联结产品工程和售后市场的重要纽带,为售后服务市场提供坚实的技术支持,其运作的成功与否会直接影响JD.POWER.4PATACS&ATrainingCourse售后工程的概念AdvanceServiceabilityofDesignPartsDetermination&ReleaseServiceInformationDevelopment5PATACS&ATrainingCourse售后工程组织机构6Teams(50+25)PeopleSeniorManagerMichaelGOHareNiMingServiceProgramManagement(5)PeopleChengJinZhongLiServiceInformationPublication(6+6)PeopleCaiHaoServiceEngineering(Elec.)(12+5)PeopleZhouChenServiceEngineering(Mech.)(10+3)PeopleTeam1Team2Team3Team4Team5ServiceEngineeringOrganizationServicePartsInformation(8+9)PeopleHuangXHServiceEngineering(Mech.)(7+3)PeopleWangYanTeam66PATACS&ATrainingCourseGM全球售后的管理体系全球售后工程总监J.Fitzsimmons全球售后诊断及电气工程总监B.Grotz全球售后机械工程工程总监S.Seaton全球售后动力总成工程总监K.Wicks全球售后工程信息制造与传递、流程及事务支持总监C.A.Nickelson全球售后工程准备计划总监A.Farah全球独立售后市场工程经理MikeBurton全球售后信息开发及发布工程总监J.Corbets全球售后附件及认证工程总监D.FlemingGMDATAftersalesEngineeringJ.S.KimSGM/Patac售后工程NiMingMichaelO’HareGMHAftersalesEngineeringI.MurrayGMBAftersalesEngineeringC.NavarroGMDATAftersalesTBDSGM售后GlenFitzpatrickGMHAftersalesRalphStevensonGMBAftersalesL.LacrettaGMNARegionalRepresentativeJ.FitzsimmonsGMERegionalRepresentativeA.FarahGMAPRegionalRepresentativeG.DugganGMLAAMRegionalRepresentativeC.NavarroGMNAAftersalesD.HerbergerGMEAftersalesP.CopsesGMAPAftersalesJ.RaymondGMLAAMAftersalesP.JohnsonRegionalRepresentativesprovidesinglepointofcontactforregionaltop-sidersandregionalfunctionsaswellas“opendoor”foremployeesinthatregion.Site/LocalManagersresponsibleforexecutingtheoverallplanatthesite/locallevel.FunctionalLeadershaveglobalresponsibilityforassigneddeliverablesincluding;overallstrategy/planandresourceallocation(headcount&budget)-thewhat&where,whileensuringanunderstandingofallmarket/businessunit“requirements”.车身/外饰总监DirectorBody/ExteriorJimHentschel车辆模拟/总布置总监DirectorVSAS/PkgJimHentschel工程支持总监DirectorEngrgSupportHaoJingxianPresident总经理EXECUTIVE执行COMMITTEE委员会VicePresidentProgramMgmt.项目管理副总经理VicePresidentFinance财务副总经理动力总成总监DirectorPowertrainJeffLux试验认证总监DirectorT&VPanYaozeng底盘/动力总成集成总监DirectorChassis/PTICliveRoberts空调/电子/内饰总监DirectorInterior/HVAC/Ele.JefferyJohnExecutiveVicePresident执行副总经理运营Operation设计总监DirectorDesignJamesShyr项目管理总监Exec.DirectorPMDLiuQiminDirectorWuDonghai项目1Project1项目2Project2项目3Project3项目4Project4项目5Project5项目运作是构成公司矩阵管理的要素8PATACS&ATrainingCourse售后工程项目管理--理念VLETEAMPETVAPIRSMTCITPITPDTPATACSEinterfaceContentgoalstargetsIssuesstrategiesstatusQualityvalveManagementreportServiceoutputServiceoutput14236S-PIT/PATACLeadbyPATACSPMSMOMEPCpartsreleaseLTGSpecialtoolsServiceinputtraining5accessoryTIS/SPSCost9PATACS&ATrainingCourse售后工程项目管理—SPITS-PIT(service-performanceintegrationteam)由SPM(售后项目经理)牵头组建的团队,团队成员包括维修工程师,维修零件工程师,维修手册编写及计划人员,用户手册计划和编写人员,诊断工程师,维修配件发布工程师,维修零件目录开发工程师.由SPM负责整个团队的协调并全权负责实施和汇报工作.SPM会根据项目的进度定期召开S-PIT团队内部会议,沟通项目的进展状况,检查项目的进度,开启问题进行跟踪并根据实际情况逐级上报.10PATACS&ATrainingCourse售后工程项目管理—时间节点控制11PATACS&ATrainingCourse售后工程项目管理—交付物管理Owner’smanualServicebulletinDTS/SPSsoftwareLabortimeguideServicemanualServicepartscatalogdatawithillustrationServicepartslistforpurchasing/etcDiagnostichardwareDefinition-4M-6M-2M-3M-5.5WSpecialtoolslist-4MSubsystemserviceplan-4M(local-CKDproject)InputtoVTS/SSTS/CTS-12M(local-CKDproject)InputtoSOR-24M(local-CKDproject)procurementpilot0MSSFShiptodealerPilotprocurementprocurementsale12PATACS&ATrainingCourse售后工程项目管理的提升—SDAC系统¾SDAC系统的导入将会极大的优化售后工程的项目管理及各个功能块的流程.使得信息流更加畅通.ProjectDSIVPICSOCSVPRIVERSOPSTC项目管理CR/DNSOREWO根据立项产生SOR根据立项产生CRCR批准以后产生EWOEWO处理等待定点定点完成以后写EWO根据立项产生EWOSM开发OM开发TECHIIBulletinLTG处理配件处理EWO的子流程售后工程交付物TrainingServiceInstructions:MechanicalandMechPowertrainLaborTimesOwner'sManualServiceBookletScanTool&SoftwareDiagnosticProceduresPartsCatalogueServiceParts&AccessoriesServicePartsReleaseVideoProductNewsTypeInsuranceClassificationIPC,Reg’lServiceReadinessSpecialToolsEmissionCheckInspection/PDISpecialPublicationSchematicsServiceProgrammingSystemDeliveryPlatformServiceabilityn.a.n.a.Xn.a.n.a.n.a.售后工程各功能块的总体介绍14PATACS&ATrainingCourse先期维修性开发—工作范围工作范围:¾参与开发VTS/SSTS/CTS¾ServiceabilityVirtualAssessment¾实车serviceability验证¾制定子系统维修策略¾车辆故障诊断步骤及维修技术的开发。¾车辆故障诊断仪软硬件开发。EscalateUnresolvedServiceabilityIssuesStep1Step5Step4Step3Step2ResolveServiceabilityIssuesValidateServiceabilityRequirementsEmphasizeServiceabilityRequirementsSetServiceabilityRequirements先期维修性开发—ActivityDSI-178Jun30,06CVER-112Oct1,07NGScarmilestones0Nov23,09SORPASDRequirementSettingNGSASDtimingmostlydependsonproductdevelopmenttiming/requirementandhassomedeviationfromGlobalASDtiming.BelowserviceabilityrequirementshavebeensetforNGS.1.ATS/VTS–3.2.4Servicerequirements.CompletedatVPI+8Wks.•SE/SPMworktogether•BasedonVTStemplate(Issue:PATACcannotgetlatestVTStemplateandlateststandarddocumentsincludedintothetemplate)•DiscusswithDRE/VSE/VPM/VAMtosettargetvalue2.SSTS/CTS-3.2.4Servicerequirements•AdoptglobalSST