菲亚特动力科技售后服务.docx

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1、FPTAfter-salesService菲特力科技售后服Oct.201120Novembre,2010FPTAfterSalesService菲特力科技售后服Objectives目ImproveCustomerSatisfactioncontinuously持改，不断提高客意度Buildupastrongandcapableservicenetworktoprovidecustomersprofessionalservices建立和完善高量的代理商服网，客提供的服Establishaneffi

2、cientpartsdistributionsystem建立一个高效的零配件分系Content内容Organization构Dealernetworkdevelopment服网展PartsService零配件服Training&TechnicalSupport培与技支持WarrantyClaim保修Organization构After-salesManager售后服理PartsSalesMangerTrainingManager零配件理培理PartsEngineer（SH）ServiceEngi

3、neer（SH)零配件工程服工程ServiceEngineer（SH）ServiceEngineer（BJ）服工程服工程ServiceNetworkDevelopment服网展Present:thereare25intotalauthorizedqualifiedservicestations。目前，已得到授并具完全服能力的服站49家。SubjectTrainedDiagnosisSpecialSpareServiceequipmenttoolspartscapabilities目已培断工具特殊

4、工具零配件具有服能力FPT3219191919SFH5030303030Total总计4649494949Servicecapabilitiesmean:trained,hadadiagnosisequipmentandasetofthespecialtools,stockedthespareparts具完全服能力指了培，配置了用断和用工具并有一定量零配件存的服站。5ServiceNetworkDevelopment服网展6CustomerServicePromises服承ServiceResp

5、onse:Within2hours售后服响：2小之内Within500KM24hoursarrivaltosite500公里之内24小到达客Over500KM48hoursarrivaltosite500公里以上48小之内到达客Noramlengineproblemwillbesovlvedafterarrivetositewithin24hours.MajoyEnginequalityproblem,emergencyexpertservicewillbeactivated一般性机故障24小内

6、修复，重大量急家会尽快解决PartsService零配件服FPTProvidefullrangeproductsonlinepartscataloginChinese菲特力科技提供全系列机品网上中文零配件平台Theonlinewebpartssystemiseasytoaccessandillustratewithpictures,cansearchbypartsnumberorbydescription,etc.网上中文零配件系提供片和和中文明等，可以根据零配件号或描述行快速搜索使用非常方便P

7、artsService零配件服FPTalsoprovidefullrangeengineproductselectronicpartscatalogforjobsiteserviceandmaintenance菲特力科技也可以提供全系列机品子册，方便客和服工程Thee-catalogiseasytoaccessandillustratewithpictures,alsogiverecommendedpartslistaccordingtodifferentinterval片和零配件号，可以根据不

8、同的机使用周期提供零配件表PartsService零配件服FPTIndustrialCustomers菲亚特动力客户Orders(Stock&Urgent)FPTISH特动力上海亚菲单订库存和紧急AvailabilitycheckPartsDelivery零配件发送ChineseWarehouse(outsourced)上海仓库可供性AvailabilitycheckPartsPlanning可供性零配件计划PartsDelivery零配件发送PregnanaWarehouseExtern