客户关怀CustomerCare运营管理OperationsManagement.ppt

?6.0???客户关怀 Customer Care 5.0???运营管理 Operations Management 4.0???建立一个 有效的结构 Organizing an Operational Structure 保修流程 Warranty Process Flow 时间和出勤记录 Time and attendance recording 单据的顺序 Order Scheduling 终检/ 质量控制 Final/Quality Control 车间流程 Workshop Flow 资源控制 Inventory Control 出纳 Cashier 保修流程 Warranty Process Flow Mechanic (5) Parts Department (7) Forman (6) Customer (1) Service Advisor (2) Control Room (4) Service Manager (3) Warranty Clerk (8) Control Room (9) Final Control (10) Service Manager (11) Warranty Clerk (12) 帮助服务中心理解保修流程 To assist Service Center to understand operating process of Warranty Claim. WarrantyFC1.JPG 目的Purpose 保修流程 Warranty Process Flow ?6.0???客户关怀 Customer Care 5.0???运营管理 Operations Management 4.0???建立一个 有效的结构 Organizing an Operational Structure 保修流程 Warranty Process Flow 时间和出勤记录 Time and attendance recording 单据的顺序 Order Scheduling 终检/ 质量控制 Final/Quality Control 车间流程 Workshop Flow 资源控制 Inventory Control 出纳 Cashier 终检/ 质量控制 Final/Quality Control 目的Purpose 帮助服务中心理解终检/ 质量控制流程 To assist Service Center to understand operating process of Final/ Quality Control. QCFC1.JPG 终检/ 质量控制 Final/Quality Control 组织结构 Organization 建立一个有效的结构 Organizing an Operational Structure ?6.0???客户关怀 Customer Care 5.0???运营管理 Operations Management 前台接待8个步骤 Front Reception Procedure (8 Steps) 保修流程 Warranty Process Flow 时间和出勤记录 Time and attendance recording 4.0???建立一个 有效的结构 Organizing an Operational Structure 单据的顺序 Order Scheduling 终检/ 质量控制 Final/Quality Control 车间流程 Workshop Flow 返修工作流程 Return Job Flow Chart 资源控制 Inventory Control 出纳 Cashier ?6.0???客户关怀 Customer Care 5.0???运营管理 Operations Management 4.0???建立一个 有效的结构 Organizing an Operational Structure 保修流程 Warranty Process Flow 时间和出勤记录 Time and attendance recording 单据的顺序 Order Scheduling 终检/ 质量控制 Final/Quality Control 车间流程 Workshop Flow 资源控制 Inventory Control 出纳 Cashier 前台接待8个步骤 Front Reception Procedure (8 Steps) 预约服务 Advance Booking 接待中心 1 接待客户 Reception Process 跟踪服务 Follow-u