庆铃服务站管理手册（修订版）.doc

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····················································1 1. 维修业务管理流程·····································································1 2.《维修指示书》传递流程································································2 3. 入厂接待、车辆预检标准作业程序·······················································3 4. 派工维修标准作业程序·································································4 5. 车辆检验、整备标准作业程序···························································5 6. 交车标准作业程序·····································································6 7. 用户回访标准作业程序·································································7 8. 首保工作管理流程·····································································8 9. 三包索赔标准作业程序·································································9 10. 新车交检（PDI)管理流程······························································10 11. 三包外出服务管理流程································································11 12. 售后营销工作管理流程································································12 13. 投诉处理标准作业程序································································13 14. 凭证················································································14 第二章 服务站管理体系··································································27 1. 组织及人力资源·······································································27 1.1 组织结构············································································27 1.2 服务站人力资源配置··································································28 2. 任职条件、岗位职责及执行要求·························································30 2.1 站长················································································30 2.2 前台主管············································································30 2.3 前台接待············································································31 2.4 财务结算员····························································