As maintenance technology level for examination and assessment of indicators “is a fixed ratio” 4 s shop evaluation basis, the author from the perspective of service core process, discusses main influencing a repair rate is the key link and control method, for everybody reference.
1Booking information collection and processing
Reservation is customer feedback of the first channel and, as a customer service personnel, in the process of booking customer stops to do maintenance and repair, effective grasp the customer’s feedback is the key problem, which involves the visits and simple processing technology, is in advance before the client station, digestion processing product quality problem of the effective means, which requires the personnel of the service must master some fault diagnosis and maintenance of common sense, customer service personnel should be familiar with the brand vehicle common failure problem points, case, active corrective maintenance content, etc., and customer maintenance last point of failure, repair history problems, such as the problem of customer feedback, without the customer stops, you can quickly handle customer problems, reduce the cost of customer stops the number of maintenance and repair, so as long as your appointment stage can eliminate the impact of the existence of some a repair rate index, improve customer satisfaction, improved once the repair rates of the store.Booking stage, the problem is the car brand 4 s shops must be the focus of attention, however, from the present, the industry perspective, a lot of brand automobile 4 s shop it’s hard to do, to be solved, the 4 s shop in recruiting and set the personnel of the service, in fact, it doesn’t have to be female employees, set up some part-time or directly understand maintenance technology of maintenance technician, a customer service personnel, the author thinks that this is also one of the feasible solution.
2Accurate visits and simple troubleshooting
Service advisor has good ability of fault diagnosis is one of the fundamental skills in 4 s shop service consultant, good technical base experience and standardize the diagnosis for skill is need long-term accumulation and practice ability, the cultivation of the technical strength and experience training and periodic workshop intership is needed to do, so each service consultant technology is improving every 4 s shop service department must pay attention to link, or like a hospital are interns, all records and misdiagnosis, unable to accurately grasp the customer real information of the vehicle, accept customer problem, extended their troubleshooting and repair times increase.Interrogation techniques and solid technical strength, is a brand automobile 4 s shop service consultant to accumulate over a long period of time as a result, the service consultants and customer service personnel, are familiar with the brand vehicle common failure problem points, case, active corrective maintenance content, etc., and customer maintenance point of failure, last time history maintenance problems, to be effective on the car, resolve customer problems, decrease The Times of customers into the shop maintenance projects and control a fixed rate of decline.
3The cultivation of professional technicians and selected
Vehicles to be present after is not all people can work, after the preliminary judgment, is the need for technology selection, otherwise cannot be suitable fault give appropriate maintenance technician for repair, the preliminary fault failure has not been confirmed, workshop suitable maintenance technicians in combination is needed to determine the fault.Deceptively simple “three now” – now try listen to, now, now, not every detail can achieve vehicle mechanic fault diagnosis, belongs to electrical problems, are looking for electrical more professional technicians, belongs to the problem of the chassis, will find a technician to process, familiar with chassis problem need to how much more comprehensive conclusion after judgment and accurate analysis, so the workshop technicians’ professional skills is very necessary, in this link, the service advisor to overcome obstacles of personal relationship object, objective and accurate selection of construction guarantee once the repair rates of the vehicles, automobile brand 4 s shops, also can timely training skills to highlight in the shop of appliances or chassis, such as specific skills, the author thinks that it is also possible, of course, the universal personnel training, that is better.
4Maintenance and rectification content of knowledge actively
Case, and the content of active corrective maintenance is essential in all cars brand, brand maintenance of the accumulation of experience, product quality is a method that can show the formula and the maintenance technician without spending too much time to diagnose vehicles problem, just according to the case of operation scheme can solve the problem, save energy, also can increase the rate of a repair, 4 s shop involves whether the personnel of the service, or the front desk service consultant, workshop repair technicians should be familiar with and according to the content of the case to troubleshoot, in addition to the theory, practical application is a guarantee of repair rate;
5Incurable diseases and accidental troubleshooting
Incurable diseases, accidental fault and recurring problems, and is the effect of one-time repair rate.Many brand automobile 4 s shop, the cause of the repair rate is low, often because of a few the repetitive repair or return of the car factory, pull down directly, is a macro speaking repair rate is low, the micro is 4 s shop repair ability is weak, and this is not the responsibility of the 4 s shop, any brand of car, there are similar problems, in fact I have some Suggestions:1, the maintenance technician rapid diagnostic ability, maintenance technicians in the incurable diseases, accidental failure, can be decisive to define problems, have a problem, can’t bore tip, not rigid, to our strengths, ability really not line, want to seek help in time, timely find technical monopoly or technical director to help handle, remember, in order to face delay repair time or cover up the problem, resolutely put an end to give up on the problem of processing, release of the vehicle factory have quality problem.2, consultation, maintenance technician to get into the habit of consultation, encounter problems, the ability to reach, to timely and other maintenance technician consultation;3, expand the scope of maintenance, a lot of maintenance technicians in the troubleshooting, headache cure head, waist ache to treat lumbar, always gaze at a point not divergent thinking, system to solve the problem, in fact, the real time for expanding the scope of the maintenance, is also a problem solution, is the issue of parts, assembly can be replaced, to undergo screening, can also be reference solution, not constrained to the traditional treatment scheme, dare to break the appointed peers;4, manufacturer of professional and technical personnel on-site support, is very difficult to solve the problems encountered when, dock with the manufacturers of professional and technical personnel is necessary, is to compare the car manufacturers, where problems occur, manufacturer of experience more than a single 4 s shop, when the telephone communication can’t solve the problem, to apply for factory’s technical personnel on the scene to help the 4 s shop to solve the problem.
6Parts quality assurance
Parts of the quality of the products are often directly influence once the repair rates of the 4 s shops, unqualified parts caused by repeated replacement, reduces a repair rate directly, it need spare parts of 4 s shop manager to master several links:1, the accuracy of the spare parts order, to the spare parts order accurate determination of technicians, now a lot of manufacturer of spare parts is more, the phenomenon of one figure number more spare parts, often after loading, there exist deviations in performance, vehicle problem cannot be resolved, also can cause other problems caused by vehicles returned to the factory, to maintenance;2, the accuracy of the arrival of the goods inspection, spare parts spare parts arriving at 4 s shop, the spare parts manager to reach the 100% spare parts inspection, to ensure that the spare parts without damage and fracture, the lack of phenomenon, for electrical class, to rely on testing equipment in time, cannot blindly accept, for nonconforming product, absolutely not accept concessions, returned to the factory and isolation, to avoid problems after loading, not solve customer complaints;3, spare parts warehouse, want to have a clear parameter, the outbound records to facilitate query, maintenance as a reference for the next;4, old pieces of classified management, all have to replace the old parts, resolutely refused to warehouse again, avoid old secondary loading, due to repeated repairs, reduce the repair rate at a time.
7Support of professional instruments and equipment in the workshop
Professional tool equipment support, is the key to a fixed rate, participated in all forms of training personnel, after all, is one of the few, use special tool selection does not reach the designated position, directly caused the vehicle maintenance problems, good equipment for daily maintenance and check, ensure good working performance, cannot appear critical testing equipment and construction equipment frequently damaged strike phenomenon, cause client station for many times, reduce the repair rate at a time.Now a lot of car brand 4 s shops, daily equipment check, maintenance, maintenance of basic can’t do that, a lot of random maintenance equipment, accumulation, test equipment calibration, without the use of large equipment, universal existence, to some extent affected the use in the repair process, reduces the an opportunity to repair vehicles, vehicles is repeated, the author thinks that, the 4 s shop for the management of the equipment and tools, should pay attention to, management and supervision departments, to regularly check and supervision services timely inspection and maintenance, calibration equipment, its first thing first, edge tool, equipment normal use is necessary.
8The improvement of the process inspection
Maintenance process of introspection is the primary issue after the completion of the maintenance technicians, vehicle repair, maintenance service for the project before delivery, self inspection technician is the basic professional quality, whether the repair project or additional project, to do self-checking before delivery;Team leader of the absolute, is the implementation of the maintenance quality of supervision for the first time, team leader whether the technology level of maintenance technician or working time and so on, are for the repaired vehicle inspection, prevent omissions in maintenance technicians in the repair process, maintenance is not complete, excessive maintenance problems exist, such as cars avoid not solve the problem;Technical director or final inspection inspector, is delivered to the service advisor for the second time supervision, the implementation of the technical director and quality inspector of relatively strong technical force, in the final inspection, for involving electrical repairs, maintenance performance, engine maintenance, etc., to commissioning, testing, to ensure that the problem have been processed and to stamp signature release.Workshop for involved inside and outside a fixed rate of return, to standardize the records, maintenance records of the process, the improvement of the performance appraisal, training within an organization, etc., are to establish a complete system of management files, with standard management to ensure that the index of a fixed rate.
9The confirmation of service consultant in front
Service consultant as final inspector, is the key to the fourth inspection of present definition, give the customer delivery to service advisers have product quality vehicles, completely solve, is the basic, service to the customer who is responsible for service consultant need confirm whether complete customer service project?Whether according to customer requirements thoroughly solved?Additional project completion?With the completion or maintenance?Act the role ofing, body inside and outside the new quality problems?Whether washing vehicle damage, and so on, these are the service consultant in front of you submit must be done, this one pass, if you can’t grasp, traffic problem will flow, a repair rate, ceases to exist, so the service advisor is the last safeguard, is one of the largest chip a repair rate.
10The interpretation of the service consultant maintenance projects
A reasonable explanation is that the service consultant need to do, the customer may for the phenomenon of product quality problems in the present, misunderstanding for the same problem, in fact, is not always repeat the question, need service consultant to give a reasonable explanation, told the customer, cause the cause of product quality, explain the last maintenance problems point, for the customer, also is a kind of understanding for the 4 s shop, put an end to customers or misunderstanding in the third party survey, for the measurement of the quality of this low maintenance.
11Review process of problem solving
After the maintenance, many involving the performance matching performance, may need a process of adaptation and matching, the customer may only in use after a period of time, the vehicle to be on the right track, is often the need when the personnel of the service return customers, remind the customer, clear what customers need to pay attention to details, in use process, need operation method, encounter problems, troubleshooting method, etc.Above is the years of industry experience, is not a solution to a fixed rate, just for a link simple analysis the influence of repair rate, there is no accurate data to list the statistical analysis of each link and related indicators, is hope in a 4 s shop repair rate on clear train of thought, completes the link control, pays special attention to the time the repair rates of the maximum efficiency, guarantee CSI score, the basis of reference for readers.