LSHGSP标准服务流程课件.ppt

Slide 1 车间重要参数的定义 KPIs 劳动利用率 : 所有技工实际用于可向客户收费的工作时间占总出勤时间的比例 实际生产时间 x 100% 所有技工总出勤时间 劳动效率 : 实际用于生产的时间与标准分配时间的比例 ST 标准分配时间 x 100% 实际用于生产的时间 生产率 : 所有技工用于可收费的生产时间比例. 向客户收费的总时间 x 100% 所有技工的出勤时间 确保稳定的平台! The slide is about the forth step in the service process, On arrival – i.e. what to do when the customer arrives at the workshop. This time start with the some of the answers from the group work and relate them to the information in the slide. Explain that after opening the workshop order in the DMS system, the key issue is to confirm customer requirements and get the customer’s acceptance/commitment. This will help avoid misunderstandings leading to future customer dissatisfaction/complaints. Mention that the next step is to plan the further handling of the job in the workshop, which will be explored during the full day Advanced Module. Briefly show some of the examples of the content areas without going into too much detail. Describe that we have now come to the step of the service process – Vehicle Service and Repair. Explain how this step is very much about doing the work right, and more emphasize the importance of doing the work right the first time. Link this subject back to question no 4 of the group work, “What can we do when the truck is in the workshop?” and mention the importance of being on-time, stick to promises made etc. Emphasise that it is critical to remember to contact the customer before making any changes or assigning work to the agreed scope. If you find additional needs the customer must be informed and provided with the opportunity to decide on the work to be done before you do the job. If you want, link this back to the Second to None where informing the customer on additional work was a BENZ weakness. Mention that during the specialist module we will focus also on how to “sell” additional service opportunities. Briefly mention some examples of content in the