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1、Process Documentation,Workshop Process 2010 National Standard Workshop Process China (MB),Status March 2006,1,Work preparation,Repair/ maintenance,Order completion,Diagnosis,Service reception,Vehicle hand over,Service booking,Prepare reception,Perform reception,Perform pre-diagnosis,Conclude recepti
2、on,Check job assignment,Prepare vehicle,Prepare diagnosis,Perform diagnosis,Conclude diagnosis,Prepare repair/ maintenance,Conduct repair/ maintenance,Conclude repair/ maintenance,Conduct final inspection,Check documentation of workshop order,Prepare vehicle hand over,Conduct vehicle hand over,Concl
3、ude vehicle hand over,Close workshop order,Process warranty/ goodwill claim,Conduct quality assurance,Workshop disposition,Parts Support,Overview of defined processes,2,Work preparation,Repair/ maintenance,Order completion,Diagnosis,Service reception,Vehicle hand over,Service booking,Prepare recepti
4、on,Perform reception,Perform pre-diagnosis,Conclude reception,Check job assignment,Prepare vehicle,Prepare diagnosis,Perform diagnosis,Conclude diagnosis,Prepare repair/ maintenance,Conduct repair/ maintenance,Conclude repair/ maintenance,Conduct final inspection,Check documentation of workshop orde
5、r,Prepare vehicle hand over,Conduct vehicle hand over,Conclude vehicle hand over,Process warranty/ goodwill claim,Workshop disposition,Overview of defined processes,Parts Support,Close workshop order,Conduct quality assurance,3,Overview sheet process step Service booking“,In: Start of the process vi
6、a different kinds of approaches / first contact (e.g. by phone) by the customer Out: Pre-order with customer and vehicle data, exact documentation of customer request and estimated service scope, appointment for reception, and appointment for estimated vehicle hand over are adjusted,Agreement of an
7、appointment convenient for customer and workshop on basis of customer request, a first definition of service scope and a check of service resources,Customer and vehicle data are determined and a pre-order is opened Customer request is recorded as detailed as possible and documented A first rough est
8、imate of cost and time framework is submitted The method of reception is coordinated with the customer, appointments are agreed on basis of a disposition of service resources,Contact to service booking with customer,Content,Definition,4,Service booking (I),Service Receptionist/ Service Advisor,DMS,D
9、MS,DMS,Customer and contact clearly identified by making contact,Most important customer and vehicle data available,Workshop pre-order opened,Customer concerns in original wording and symptoms documented,Customer contacts workshop,Determine customer and vehicle data,_ Per phone: welcome with MB deal
10、er, location, first and surnames, regional greeting, address customer by name (if possible) _As the case may be, decide whether a Service Advisor has to be involved or not (incl. inquiries about customer wishes with regard to a special Service Advisor) _If necessary transfer customer to Service Advi
11、sor If desired contact not immediately available, offer to call customer back,_Check whether it is about first-time contact with customer and/ or vehicle Check customer data Record / update customer data Record / update vehicle data (e.g. vehicle model, mileage, age),Open workshop pre-order status,_
12、Open workshop order (pre-order status) _ Check, whether open jobs/reservations/orders available,_Find out what customer wants (customer wishes and complaints) and document in original wording _If necessary transfer customer to Service Advisor _Perform pre-diagnosis on phone (especially in case of co
13、mplex repairs): find out what customer wants/question symptoms as far as possible (what, where, when, how) _Offer to do any / Offer any additional service work (e.g. small repair ) _Ask customer if further works have to be performed at his vehicle,Determine customer wishes/symptoms and document them
14、,Process Chains:,Process Chains:,Process Chains:,Process Chains:,Service Receptionist/ Service Advisor,Service Receptionist/ Service Advisor,Service Receptionist/ Service Advisor,.,5,Service booking (II),Service Advisor,DMS,DMS,DMS,DMS,Scope and type of service/ repair/maintenance defined,Reception
15、and hand over methods documented,Customer on time and pricing framework notified,Define scope and type of work,Coordinate reception detailed compilation and documentation of the customer concern for the assurance of a smooth flow of all following processes (pre-diagnosis by phone) _Concrete statemen
16、t about cost-and time frame and clear agreement on an appointment (date and time) on the basis of a resource planning (e.b. availability of critical parts) _Agreement and adherence of the method of reception with the customer _Obligatorily agreement on an appointment for maintenance and wear works within three days after the day of booking _Competence of service advisor/receptionist _Transparency and actuality with regard to all Service Resources _Customer perceiv
