《奔驰汽车售后服务流程资料大全》(227页)英文

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1、ProcessDocumentationWorkshopProcess2010NationalStandardWorkshopProcessChina(MB)StatusMarch2006WorkpreparationRepair/maintenanceOrdercompletionDiagnosisServicereceptionVehiclehandoverServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisCon

2、cludereceptionCheckjobassignmentPreparevehiclePreparediagnosisPerformdiagnosisConcludediagnosisPreparerepair/maintenanceConductrepair/maintenanceConcluderepair/maintenanceConductfinalinspectionCheckdocumentationofworkshoporderPreparevehiclehandoverCo

3、nductvehiclehandoverConcludevehiclehandoverCloseworkshoporderProcesswarranty/goodwillclaimConductqualityassuranceWorkshopdispositionPartsSupportOverviewofdefinedprocesses1WorkpreparationRepair/maintenanceOrdercompletionDiagnosisServicereceptionVehicle

4、handoverServicebookingPreparereceptionPerformreceptionPerformpre-diagnosisConcludereceptionCheckjobassignmentPreparevehiclePreparediagnosisPerformdiagnosisConcludediagnosisPreparerepair/maintenanceConductrepair/maintenanceConcluderepair/maintenanceCon

5、ductfinalinspectionCheckdocumentationofworkshoporderPreparevehiclehandoverConductvehiclehandoverConcludevehiclehandoverProcesswarranty/goodwillclaimWorkshopdispositionOverviewofdefinedprocessesPartsSupportCloseworkshoporderConductqualityassurance2Ove

6、rviewsheetprocessstep„Servicebooking“In:Startoftheprocessviadifferentkindsofapproaches/firstcontact(e.g.byphone)bythecustomerOut:Pre-orderwithcustomerandvehicledata,exactdocumentationofcustomerrequestandestimatedservicescope,appointmentforreception,an

7、dappointmentforestimatedvehiclehandoverareadjustedAgreementofanappointmentconvenientforcustomerandworkshoponbasisofcustomerrequest,afirstdefinitionofservicescopeandacheckofserviceresourcesCustomerandvehicledataaredeterminedandapre-orderisopenedCustome

8、rrequestisrecordedasdetailedaspossibleanddocumentedAfirstroughestimateofcostandtimeframeworkissubmittedThemethodofreceptioniscoordinatedwiththecustomer,appointmentsareagreedonbasisofadispositionofserviceresourcesContacttoservicebookingwithcust