Deutz engine maintenance service core capability "8 elements" enhancement program

I. Planning purpose

Implement the Group's "1233" business policy, create unparalleled quality services, enhance the group's comprehensive service strength, improve customer maturity and agent after-market profitability, and reduce customer equipment costs.

2. "8 elements" of core competence

On the basis of the original "6 elements", two elements of "pre-sales service and post-market development" were added to form the "8 elements" of the group's core service capabilities. (See Figure below for details)

Third, upgrade planning

Element one: pre-sale service

Objective: To improve customer maturity, improve Deutz engine maintenance operation manual and equipment supervisor maintenance and troubleshooting capabilities, reduce customer equipment costs

Key work content:

Ø Pre-sale incentive: Formulate the "pre-sale service incentive Standard" and carry out service staff incentive

Ø Pre-sales training: carry out customer operators, equipment supervisors product maintenance and general fault handling ability training; Carry out operator certification, unified issuance of labor department certificates

Ø Comprehensive support: to provide customers with complete solutions, equipment selection support, construction guidance and support

Ø Equipment guarantee: carry out equipment factory inspection, equipment pre-acceptance service, provide the first boot service

Ø Customer club: Establish customer club, make club activity plan and implement

Element two: post-market development

Objective: To enhance the survival and sustainable development ability of the company and agents

Key work content:

Customer classification: carry out customer classification, and gradually promote resources to high-quality customers

Ø Remanufacturing: Promoting parts rerepair, reuse and remanufacturing services

Ø Overhaul rental: improve Deutz engine repair overhaul service capability and repair quality; Promote agents to provide customers with equipment, accessories rental services

Ø Packaging services: to promote packaging fees and other services, to provide customers with regular active on-site inspection, equipment maintenance and other services

Element three: service resources

Objective: To improve the quality and allocation efficiency of Deutz engine maintenance service resources, improve the timeliness of service response and service quality

Key work content:

Ø Resource standards: Establish and implement agent service resource allocation standards

Service network standards: establish agent service outlets, offices set standards and implement

Ø spare parts network standard: establish agent spare parts warehouse to set up standards and implement, carry out spare parts missing assessment

Ø Overhaul network standards: establish overhaul plant setting standards and management standards and implement

Element four: talent incentive

Objective: To improve the learning motivation of service accessories talents, improve comprehensive literacy and service skills, and use incentives to retain service talents

Key work content:

Ø Talent retention: Establish a long-term incentive mechanism for service accessories talents, smooth career development channels, establish a core talent pool, and retain core talents

Optimize resources: establish a library of expert teachers of service accessories, improve training materials, and promote the construction of joint schools and training venues

Ø Training and evaluation: to carry out hierarchical training of service personnel, increase the training of middle-level service management personnel, and develop a "talent factory" training program at different levels; The management ability of 187 service managers was evaluated

Ø Certification rating: Improve the service certification and grade rating system, and carry out the skill level certification of front-line personnel of service accessories and the grade assessment of management personnel; Establish and promote the parts planner skill evaluation system

Ø Effect evaluation: Through classroom survey, customer survey, service supervisor discussion, service visualization system, etc., to carry out scientific evaluation of the effect of training personnel

Element five: Scientific parts management

Objective: To improve the scientific management of parts, timely supply, reduce customer costs, improve the competitiveness of parts

Key work content:

Ø Quality improvement: To promote the quality of the group's accessories

Ø Accurate planning: perfect and promote the ideal fit forecasting model and inventory monitoring system, carry out the research and development of the push-type spare parts planning system, and analyze and adjust the spare parts inventory structure every quarter

Ø Reasonable pricing: Establish and improve the pricing system of the Group's accessories, conduct four stages of marketing research and propose improvement measures for the group's accessories every year, and promote the division to carry out quarterly analysis, adjustment and handling of accessories price complaints

Ø Universality: Promote the General Research Institute, the Research Institute of Business Division, and the Service Parts Department to develop the corresponding standards for the universality and standardization of accessories

Ø Monitoring and evaluation: carry out monitoring analysis, inspection and notification guidance in the parts supply link; Carry out the audit of actual accuracy of business accounts, monitor and assess the spot satisfaction rate, turnover rate and sluggish rate

Element six: informatization

Objective: To improve the level of service information management, improve the efficiency of service management, and enhance customer satisfaction

Key work content:

Ø One machine, one book: optimize one machine, one book process system and assessment standards, promote the application of new parts query mode (GCP), establish one machine, one book problem feedback mechanism, and optimize the functions of GCP, PIM, CSM, DMS and other systems

Order visualization: Develop service order parts supply process visualization and parts delivery to customers visualization

Ø Intelligent diagnosis: improve the intelligent level of remote diagnosis and fault self-diagnosis of equipment

Ø System management: Improve TMS (Transportation Management System) and DMS (Agent Management System)

Element Seven: Service commitment

Goal: To create a good service brand, enhance customer loyalty, and win the market for marketing services

Key work content:

Ø Formulation and communication: Improve service commitment, and the business department will formulate the implementation rules of service commitment in the industry according to the group's commitment; Deliver the service commitment to the market and customers

Ø Evaluation inspection: Check the customer awareness and implementation of the Group's service "211 commitment", regularly carry out telephone awareness spot checks and customer visit evaluation, and publish the inspection results every quarter

Ø Brand creation: Strengthen service brand publicity, encourage the business department to promote our service brand in professional magazines, Internet and other media, organize the group's service accessories to participate in 2 international machinery exhibitions; Actively participated in the National User Committee, construction machinery Association and other professional organization activities, and won 1 service award

Service seminar: Continue to carry out the service core competence seminar

Element eight: Service monitoring

Objective: To promote the continuous improvement of service capability and quality, improve customer satisfaction and loyalty

Key work content:

Ø Improvement standards: improve the evaluation standards under the agent service mode; Formulated and issued the "2013 Group Service Parts Operation capability Assessment Standards"

Scientific evaluation: Establish a scientific all-round service accessories evaluation system; Establish a three-level return visit system for agents, business units and headquarters; Improve the third-party evaluation mechanism, organize third-party institutions to conduct research on the services of the business department, and complete two research reports every year

Ø Process monitoring: Report the monitoring results of service indicators of the business unit every month, complete four quarterly reports of group service monitoring and four quarterly reports of customer feedback on product quality throughout the year; Timely accept and follow up customer complaints; Carry out "mystery customer" field visit survey and industry information survey