奔驰汽车售后服务流程资料大全(原文版)

ProcessDocumentationWorkshopProcess2010NationalStandardWorkshopProcessChina(MB)StatusMarch2009„WorkshopProcess2010“GSP/TNP1WorkpreparationRepair/maintenanceOrdercompletionDiagnosisServicereceptionVehiclehandoverServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereceptionCheckjobassignmentPreparevehiclePreparediagnosisPerformdiagnosisConcludediagnosisPreparerepair/maintenanceConductrepair/maintenanceConcluderepair/maintenanceConductfinalinspectionCheckdocumentationofworkshoporderPreparevehiclehandoverConductvehiclehandoverConcludevehiclehandoverCloseworkshoporderProcesswarranty/goodwillclaimConductqualityassuranceWorkshopdispositionPartsSupportOverviewofdefinedprocesses„WorkshopProcess2010“GSP/TNP2WorkpreparationRepair/maintenanceOrdercompletionDiagnosisServicereceptionVehiclehandoverServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereceptionCheckjobassignmentPreparevehiclePreparediagnosisPerformdiagnosisConcludediagnosisPreparerepair/maintenanceConductrepair/maintenanceConcluderepair/maintenanceConductfinalinspectionCheckdocumentationofworkshoporderPreparevehiclehandoverConductvehiclehandoverConcludevehiclehandoverProcesswarranty/goodwillclaimWorkshopdispositionOverviewofdefinedprocessesPartsSupportCloseworkshoporderConductqualityassurance„WorkshopProcess2010“GSP/TNP3Overviewsheetprocessstep„Servicebooking“In:Startoftheprocessviadifferentkindsofapproaches/firstcontact(e.g.byphone)bythecustomerOut:Pre-orderwithcustomerandvehicledata,exactdocumentationofcustomerrequestandestimatedservicescope,appointmentforreception,andappointmentforestimatedvehiclehandoverareadjustedAgreementofanappointmentconvenientforcustomerandworkshoponbasisofcustomerrequest,afirstdefinitionofservicescopeandacheckofserviceresources_Customerandvehicledataaredeterminedandapre-orderisopened_Customerrequestisrecordedasdetailedaspossibleanddocumented_Afirstroughestimateofcostandtimeframeworkissubmitted_Themethodofreceptioniscoordinatedwiththecustomer,appointmentsareagreedonbasisofadispositionofserviceresourcesContacttoservicebookingwithcustomerInput/OutputPurposeContentDefinition„WorkshopProcess2010“GSP/TNP4Servicebooking(I)ServiceReceptionist/ServiceAdvisorDMSDMSDMSCustomerandcontactclearlyidentifiedbymakingcontactMostimportantcustomerandvehicledataavailableWorkshoppre-orderopenedCustomerconcernsinoriginalwordingandsymptomsdocumentedCustomercontactsworkshopDeterminecustomerandvehicledata_Perphone:welcomewithMBdealer,location,firstandsurnames,regionalgreeting,addresscustomerbyname(ifpossible)_Asthecasemaybe,decidewhetheraServiceAdvisorhastobeinvolvedornot(incl.inquiriesaboutcustomerwisheswithregardtoaspecialServiceAdvisor)_IfnecessarytransfercustomertoServiceAdvisor_Ifdesiredcontactnotimmediatelyavailable,offertocallcustomerback_Checkwhetheritisaboutfirst-timecontactwithcustomerand/orvehicle_Checkcustomerdata_Record/updatecustomerdata_Record/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)_AskcustomeriffurtherworkshavetobeperformedathisvehicleDeterminecustomerwishes/symptomsanddocumentthemProcessChains:ProcessChains:ProcessChains:ProcessChains:ServiceReceptionist/ServiceAdvisorServiceReceptionist/ServiceAdvisorServiceReceptionist/ServiceAdvisor...ServicereceptionServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereception„WorkshopProcess2010“GSP/TNP5Servicebooking(II)ServiceAdvisorDMSDMSDMSDMSScopeandtypeofservice/repair/maintenancedefinedReceptionandhandovermethodsdocumentedCustomerontimeandpricingframeworknotifiedDefinescopeandtypeofworkCoordinatereception&handovermethod/location_Definescopeoforderduringcustomerdialog_Discussrelatedvehiclehistorywithcustomer(incl.customercomplaint,repeatcase)_Checkwhethercustomerconcernsareavailableasaservicepackage_Checkexistingservicecampaigns(e.g.servicemeasures)_Verifytypeofwarrantyinquestion(new/usedvehiclewarranty,goodwillcase,workshopwarranty,part/majorassemblywarranty)_Checkifpre-diagnosisisnecessary_Propose,coordinateanddocumentreceptionmethod(activereception,receptiondiagnosis,vehiclehandoverduring/outsideofficehours)_Notifycustomeroftimerequiredforreceptionmethod_Ifnecessaryexplainanyprovisionalvisit:askcustomertocomealongforpreliminarydiagnosisorcreationofacostestimatepriortoservicedate_Ifpossibleandnecessarycoordinatehandovermethod(activeorpassivevehiclehandover)Definetimeandcostframework_Setanestimatedtimeforeachoperationandenterit(roughplanning)_Verifycosts(replacementparts/wages)fordefinedservicescope_Statepricingandtimeframework(upper/lowerlimits)ProcessChains:ProcessChains:ProcessChains:Proc