庆铃服务站管理手册(修订版)(共95页).doc

精选优质文档-倾情为你奉上庆铃汽车股份有限公司特约服务站营运管理手册售后服务部2007年8月20日目 录第一章 服务站管理流程及标准作业程序····················································11. 维修业务管理流程·····································································12.维修指示书传递流程································································23. 入厂接待、车辆预检标准作业程序·······················································34. 派工维修标准作业程序·································································45. 车辆检验、整备标准作业程序···························································56. 交车标准作业程序·····································································67. 用户回访标准作业程序·································································78. 首保工作管理流程·····································································89. 三包索赔标准作业程序·································································910. 新车交检（PDI)管理流程······························································1011. 三包外出服务管理流程································································1112. 售后营销工作管理流程································································1213. 投诉处理标准作业程序································································1314. 凭证················································································14第二章 服务站管理体系··································································271. 组织及人力资源·······································································271.1 组织结构············································································271.2 服务站人力资源配置··································································282. 任职条件、岗位职责及执行要求·························································302.1 站长················································································302.2 前台主管············································································302.3 前台接待············································································312.4 财务结算员··········································································322.5 售后营销员··········································································332.6 车间主任············································································332.7 技术主管············································································342.8 质检员··············································································352.9 配件主管············································································352.10 配件采购（计划）员·································································362.11 配件库管员（故障件管理员）··························································372.12 机修工（技师）······································································372.13 电气工（技师）······································································382.14 油漆工（技师）······································································382.15 钣金工（技师）······································································393. 管理要求·············································································393.1 基本要求············································································393.2 服务站站长的主要日常性管理项目······················································403.3 前台接待主要管理项目································································403.4 财务结算员的主要管理项目····························································413.5 车间维修人员主要管理项目····························································413.6 配件部主要管理项目··································································41第三章 服务规范········································································42第一节 服务用语规范····································································421. 原则·················································································422. 禁用语···············································································423. 文明用语·············································································43第二节 服务行为规范····································································44第三节 维修作业规范····································································501、 机修工（技师）·······································································502、 钣金工（技师）·······································································513、 油漆工（技师）·······································································514、 电气工（技师）·······································································52第四节 设备安全操作规范································································531. 举升机（含双柱举升机、四柱举升机）···················································532. 检测设备（含检测线、四轮定位仪、尾气分析仪、测试仪器等）·····························533. 气焊设备·············································································544. 矫正架···············································································555. 烤漆房···············································································556. 砂轮机···············································································557. 工作灯···············································································55第四章 服务站管理规定··································································56第一节 设备、维修工具、维修手册管理····················································56第二节 客户满意度调查管理规定··························································57第五章 5S现场管理······································································61第六章 服务站管理制度（参考）··························································73前台接待登记制度········································································73汽车维修合同管理制度····································································73新车交检制度············································································75维修车辆入厂检验制度····································································76车辆维修过程检验制度····································································76车辆出厂检验制度········································································77客户投诉管理制度········································································78维修服务承诺············································································78车间调度管理制度········································································7924小时服务制度··········································································79安全管理制度············································································80环保管理制度············································································83消防管理制度············································································83电脑管理制度············································································84工具借用领用管理制度····································································84技术资料借阅管理制度····································································85旧件管理制度············································································85返修车处理制度··········································································86仓库管理制度············································································86配件订货及管理制度······································································86领料管理制度············································································87专心-专注-专业第一章 服务站管理流程及标准作业程序凭证第二章 服务站管理体系1 组织及人力资源1.1 组织结构站 长姓名照片前台主管姓名照片车间主任姓名照片配件主管姓名照片服务顾问姓名照片索 赔 员姓名照片财务结算员姓名照片保险理赔员姓名照片售后营销员姓名照片技术总监姓名照片质 检 员姓名照片配件采购员姓名照片库 管 员姓名照片维修班组机修工姓名照片钣金工姓名照片油漆工姓名照片电 工姓名照片 要求：1.1.1 A类服务站必须具有一类维修资质，B类服务站必须具有二类（含二类）以上维修资质。1.1.2 有独立的庆铃服务站组织机构、人员和职能、职责。1.1.3 组织表应制作成大型看板，并摆放在接待大厅中（含人员姓名及照片）1.1.4 服务站须将每个岗位人员姓名、职称及技术等级建档、备案。1.2 服务站人力资源配置根据地区及维修量的差异，各服务站依下表逐步完善组织与人力结构：类别岗位A类服务站B1类服务站B2类服务站B3类服务站站长1人1人1人1人前台接待2人2人1人1人财务人员1人1人1人1人车间主任1人1人1人（可兼职）1人（可兼职）技术主管1人1人1人1人质检人员1人1人1人1人机修工8人6人4人2人钣金工2人1人1人1人焊接工1人1人1人涂装工2人1人1人1人电工2人1人1人1人备件采购1人1人1人（可兼职）1人（可兼职）备件库管1人1人1人（可兼职）1人（可兼职）新车点检1人1人1人（可兼职）1人（可兼职）售后营销1人1人1人（可兼职）1人（可兼职）保险理赔1人1.2.1 服务站必须有专职庆铃服务站长，技术鉴定员、维修工资格须经过庆铃培训确认。1.2.2 站长、技术鉴定员、检验员、维修工需取得行业主管部门颁发的从业资格证书，持证上岗。1.2.3 庆铃服务站的站长、鉴定员、单位名称、地址、电话号码、传真号码、邮编、开户行、帐号、税号、E-mail地址等发生变动，须填报“情况变更通知”（见下页），并及时传递到庆铃售后服务部，由售后服务部审批并备案。2. 任职条件、岗位职责及执行要求（推荐采用）2.1 站长2.1.1 任职条件² 具有大专以上学历，有三年以上汽车维修服务管理经验² 具有丰富的管理经验、组织协调能力，有开拓和创新精神² 具备成本效益观念，并对数字分析与统计有较强的概念² 会熟练使用计算机进行管理² 经庆铃培训2.1.2 岗位职责² 带领服务站全体员工全面履行服务站的各项职责² 按庆铃要求，建立健全各项业务管理制度，搞好各项日常业务管理工作² 组织对应急、典型、疑难质量问题的分析和处理² 负责本市场区域内的重大质量事故、服务纠纷的调查、公关和处理² 对服务的及时性、准确性及过程进行管理控制² 按时提报配件需求计划，及时清退故障件² 配合搞好服务费的核实、结算工作² 审核、签署各种规定的报表、票据、报告² 根据目标制定出增加业务量的策略方案及人员合理化配置方案² 指导部门成员处理日常工作中碰到的问题，使他们能有效的完成工作并满足客户需求² 把责任落实到个人身上，督促他们的工作进展以确保在规定期限内完成工作2.1.3 执行要求² 了解国家或当地汽车服务相关法规，如：产品质量法、召回制度、消费者权益保护法等² 充分理解庆铃服务站管理手册中的所有内容² 为部门建立目标和工作业绩的衡量标准² 了解财务及税务制度² 经常收集同行业在售后服务方面的创新活动² 建立内部规章制度，以确保庆铃管理制度充分落实2.2 前台主管2.2.1 任职条件² 具有大专以上学历，有三年以上的汽车修理方面的经验² 具有很强的管理经验、组织协调能力和指挥能力，善于处理冲突，并能维系客户关系² 会熟练使用计算机进行管理² 熟悉汽车驾驶，有驾驶执照² 经庆铃培训2.2.2 岗位职责² 监督、指导业务接待、索赔和维修车间的具体工作² 协调好维修部门与其它部门间的关系² 参与疑难故障的诊断² 主持重大质量事故的处理² 对业务人员和维修人员进行考核² 进厂维修车辆维修进度控管² 对维修作业进行掌握和追踪² 服务质量跟踪、协调及反馈² 采取有效措施完成业绩目标² 指导部门人员的跟踪技能，并对其工作量进行规划和调整，同时考虑部门的跟踪优先顺序² 监督及执行所拟订的计划并掌握进度² 评估本部门人员的跟踪绩效2.2.3 执行要求² 经常与站长、技术主管保持交流和沟通² 充分理解庆铃服务站管理手册中的内容，并定期提报相关信息² 了解国家或当地汽车服务相关法规² 对汽车售后服务有极高兴趣，并经常收集同业的创新理念与活动² 调查、掌握所在地区庆铃汽车产品的分布情况、各主要总成的配置情况、故障多发情况以及客户的服务需求情况2.3 前台接待2.3.1 任职条件² 有三年以上的汽车实际修理经验，具有对车辆故障进行检查和判断的能力² 坚持原则，能严格按庆铃索赔条例及程序、标准处理索赔业务² 有很强的人际沟通、交谈的能力² 熟悉电脑操作² 熟悉汽车驾驶，有驾驶执照2.3.2 岗位职责² 熟悉接待工作流程，掌握各维修项目的价格，常用配件价格、编号，发外加工价目² 熟悉庆铃质量保修工作业务知识² 认真检查保修车辆，作出质量鉴定² 按照庆铃保修条例、政策，办理索赔申请及相应索赔事务² 负责保修、强保及保外车辆的维修服务的统计工作，认真填写各种相关台账和报表，在规定的时间向庆铃售后服务部传递² 及时热忱地接待客户，负责建立客户档案和车辆维修档案² 仔细倾听客户对车辆故障的描述，正确判断客户车辆故障并做出正确估价² 进厂维修车辆维修进度控管，对维修作业进行掌握和追踪² 服务质量跟踪、协调及反馈² 负责向客户提出车辆维修保养和使用方面的建议² 做好车辆维修结束后续工作2.3.3 执行要求² 熟悉庆铃有关产品质量保修规定、程序及其相关的表格² 熟悉庆铃公司的产品特性² 对无法判定的保修项目，应及时向庆铃售后服务部咨询² 礼貌地接待客户，并热情帮助客户² 与客户交谈，及时发现他们对服务的要求² 通过满足客户的期望并提供超过他们期望值的服务，进而与客户保持良好关系² 回答客户有关技术方面的问题，在回答问题时，应采用浅显易懂的方式² 事先与客户进行交谈中，及时发现潜在的问题并防止问题的发生² 协助回答客户的咨询电话，并把客户介绍或转接到相关工作人员处² 创建接待记录表，适时进行后续维护² 协助客户了解在修车辆状况² 协助售后营销员进行客户预约回访服务² 在维修接待场合保持高标准的个人形象和公司形象² 准确及时的为客户提供工时单价及配件价格信息² 竣工后确认维修项目是否全部完成2.4 财务结算员2.4.1 任职条件² 具有中专以上学历，经专业培训并取得“会计证”，有三年以上的会计、结算工作经验² 为人诚实² 能使用计算机进行操作2.4.2 岗位职责² 会计报表制定和月、季、年度会计分析² 日常维修结算工作² 必要时，对客户维修费用进行解释、说明² 定期与庆铃公司相关部门核对帐务2.4.3 执行要求² 对各项维修作业及费用有一定程度的了解² 工作态度须亲切、热情² 能安抚客户在结账时的不满情绪，遇到刁难客户应立即向前台主管反映² 业务熟练，结算及时（争取在35分钟内完成结算程序）² 客户结算完成后，应礼貌向客户道别2.5 售后营销员2.5.1 任职条件² 沟通能力强² 个性开朗，表达能力强² 能使用计算机进行操作2.5.2 岗位职责² 依据庆铃要求对客户进行电话回访² 定期制定回访总结报告² 对客户下次回厂时间进行预约服务及提醒² 对当地客户进行分析，确定对象并进行维修业务开拓2.5.3 执行要求² 能随时改进电话回访的技巧² 了解庆铃公司的产品知识² 了解备访问对象的维修项目² 能掌握客户的需求，并正确的记录客户回访及反映的问题² 熟悉庆铃公司有关电话回访的作业规定² 具有亲和力，善于处理客户不满，并能较好的维系客户关系² 持续保持与客户的沟通，并能根据客户车辆情况，作出维修分析报告，吸引客户，提高维修业务量2.6 车间主任1.6.1 任职条件² 具有大专以上学历，有三年以上汽车维修管理经验² 有较强的生产管理和协调能力² 熟悉汽车驾驶，有驾驶执照² 能熟练使用计算机，文字表达能力强2.6.2 岗位职责² 组织制定车间月度经营完成目标并实现月度维修产值和利润² 根据维修委托单进行派工，合理安排工时、工位、人员及设备² 控制现场维修进度，按质保证竣工时间² 保证维修资料的完整和更新，组织员工参加技术培训² 负责维修车间区域的5S及人员管理² 负责与前台接待及配件系统进行业务接口² 组织维修技师完成月度技术维修案例的收集与提报² 监督维修设备的保养并保证其正常使用² 评估维修工素质² 负责保管庆铃公司下发的文件、管理办法和各种技术资料2.6.3 执行要求² 充分理解庆铃服务站管理手册中的所有内容² 为车间建立目标和工作业绩的衡量标准² 建立内部规章制度，以确保庆铃管理制度充分落实2.7 技术主管2.7.1 任职条件² 具有大专以上学历，有三年以上汽车实际修理经验² 有很强的车辆故障检查和诊断能力² 熟悉汽车驾驶，有驾驶执照² 能熟练使用计算机，文字表达能力强² 经庆铃培训2.7.2 岗位职责² 对维修车间的修理人员进行技术培训² 维修车间的现场技术指导² 负责同庆铃公司相关技术支持单位联系，以取得技术援助² 按修理项目对维修车辆进行质量检验、试车和反馈，保证维修质量² 详细了解客户及车辆情况，认真倾听客户意见，核实车辆的保修凭证是否符合保修条件，并向客户清楚说明² 检查、诊断车辆故障、缺陷² 填写产品保修技术鉴定单强保卡等各项服务记录² 对典型、重大、批量质量问题及时向庆铃有关部门写出专题报告² 收集整理故障诊断、故障排除及车辆维修的先进技术和经验2.7.3 执行要求² 熟悉庆铃公司的产品特性² 培养自身授课能力² 熟练填写技术或质量报告，文字表达清楚² 对重复性高及多发性技术问题，有提出合理化改善建议的能力² 对索赔员提供技术支持2.8 质检员2.8.1 任职条件² 具有中专以上学历，三年以上汽车修理经验² 有一定的统计及分析能力² 具备行业规定的技术证明，持有从业资格证书² 熟悉汽车驾驶，有驾驶执照1.8.2 岗位职责² 对车辆交车前执行最终检查工作² 对厂内品质管理不合格的维修工提出纠正，必要时指导² 定期制作终检的汇总报告² 协助班组完成维修任务并进行有效的技术支持² 制定厂内设备的维护计划并制定相关奖惩办法2.8.3 执行要求² 熟悉庆铃公司的产品特性² 对检验及控制程序具备相当的知识² 协助技术总监对维修工实施技术培训² 熟悉庆铃公司服务站管理手册中有关维修品管作业的规范² 熟悉各项设备的维护、校正2.9 配件主管2.9.1 任职条件² 有三年以上的汽车配件供销管理经验，熟悉目前汽车配件市场行情² 有较强的组织能力和协调能力，具有成本观念及数字分析统计能力² 会熟悉使用计算机对配件进行管理2.9.2 岗位职责² 组织督促配件工作人员做好服务站的配件管理工作² 根据庆铃公司的要求和市场的需求合理调整库存，加快资金周转，减少滞销品种² 对服务站配件工作人员进行业务培训² 协调好配件部门和其他部门的关系，确保维修业务的正常开展² 及时向庆铃售后服务部传递汽车配件市场信息和本服务商业务信息² 审核签发向庆铃公司售后服务部订购配件的有关文件1.9.3 执行要求² 熟悉庆铃公司服务站管理手册中有关配件管理规范² 经常与站长、前台主管相互沟通与交谈² 熟悉配件物流作业² 能掌握配件的市场动态² 经常与庆铃公司售后服务部保持畅通的信息交流2.10 配件采购（计划）员2.10.1 任职条件² 熟悉汽车配件，有三年以上配件工作经验² 对汽车配件市场信息较敏感，工作踏实，责任心强² 能熟练使用计算机进行操作2.10.2 岗位职责² 熟悉服务站车辆维修业务，合理安排库存，确保维修工作正常开展² 根据庆铃有关配件计划、订购的规定，开展配件的计划、订购工作² 对配件供应的及时性、正确性负责，并保证订购庆铃纯正备件² 定期编制、提报配件需求计划，确保足额储备² 作好库房的定置管理、标识和定期盘点² 建立健全帐务并及时与庆铃公司对帐² 做好故障件的保管、验收与费用结算工作2.10.3 执行要求² 熟悉当地配件市场情况² 与庆铃公司售后服务部经常保持交流与沟通² 对配件业务管理，能提出较为有效及可行的改善建议² 定期反馈市场配件的价格信息2.11 配件库管员（故障件管理员）2.11.1 任职条件² 熟悉汽车配件，有一年以上配件工作经验² 工作踏实，责任心强² 能使用计算机进行操作2.11.2 岗位职责² 负责配件的收发、仓储管理及库存盘点² 及时向配件计划员通报配件库存情况2.11.3 执行要求² 保证配件进出货的精确² 对库存配件严格落实先进先出原则² 对库存配件的保质提供合理的建议² 对库存货位的合理性提出改善建议2.12 机修工（技师）2.12.1 任职条件² 具备从业资格证书和技术等级证书，有三年以上汽车维修工作经验² 有较强的车辆故障检查和判断能力² 经庆铃培训、备案，熟悉庆铃公司的产品特性、结构和相关技术要求² 工作踏实，责任心强，吃苦耐劳2.12.2 岗位职责² 车辆维修、保养² 车辆维修的后续整理工作² 认真遵守庆铃公司的质量保修政策，认真检查维修车辆，有问题及时反馈给有关人员2.12.3 执行要求² 仔细分析维修委托单，了解车辆的状况，进行项目和故障确认，保证诊断准确，如发现与施工单标注不同的项目，立即与服务顾问联系，征得确认后，方可施工² 确定所需的配件和工具² 严格按工艺、质量管理程序施工，查找故障并完成维修工作，完工后进行质量复检² 采取正确的维修和检测方法，拆卸、清洗、测试、修复、更换、装配、润滑、调整等各个作业环节符合维修工艺；大修、特损、维修复杂系数大的车辆维修，先行研究制定方案再作业，避免返修² 根据维修手册执行维修操作，并记录必要的测量数据² 记录维修工作中所遇的技术问题并与同事交流² 直接与客户交流，如有必要，应解释车辆故障及纠正问题所采取的步骤² 确保所使用的工具设备以及其它材料得到保养² 完工后，所有与施工相关的文件必须填写清楚，完整上交，清理现场，清理车辆内外清洁2.13 电气工（技师）2.13.1 任职条件² 具备从业资格证书和技术等级证书，有三年以上汽车电气维修工作经验² 有较强的车辆故障检查和判断能力² 经庆铃培训、备案，熟悉庆铃公司的产品特性、结构和相关技术要求² 工作踏实，责任心强，吃苦耐劳2.13.2 岗位职责² 车辆电气维修² 车辆电气维修的后续整理工作² 认真遵守庆铃公司的质量保修政策，认真检查维修车辆，有问题及时反馈给有关人员² 严格遵守安全操作条例和设备仪器仪表技术使用条例2.13.3 执行要求² 仔细分析维修委托单，了解车辆的状况，进行项目和故障确认，保证诊断准确² 确定所需的配件和工具² 严格按工艺、质量管理程序施工，查找故障并完成维修工作，完工后进行质量复检² 根据维修手册执行维修操作，并记录必要的测量数据² 记录维修工作中所遇的技术问题并与同事交流² 直接与客户交流，如有必要，应解释车辆故障及纠正问题所采取的步骤² 完工后，所有与施工相关的文件必须填写清楚，完整上交，清理现场，清理车辆内外清洁2.14 油漆工（技师）2.14.1 任职条件² 具备从业资格证书和技术等级证书，有两年以上喷漆工作经验² 工作踏实，责任心强，吃苦耐劳2.14.2 岗位职责² 依据技术规范及正确的工序做好喷漆工作² 协助服务顾问进行估价2.14.3 执行要求² 仔细检查维修车辆，确认车辆状况及维系项目² 记录所进行的修理及所需的辅料、人力² 喷漆时要特别注意做好驾驶室内的防护措施，竣工后仔细清洁车辆² 确保所使用的工具设备以及其它材料得到保养² 完工后，所有与施工相关的文件必须填写清楚，完