【文章內(nèi)容簡(jiǎn)介】 GSP / TNP 10 Prepare reception Workshop order prepared as far as possible, necessary service resources are reserved and unresolved matters explained Service Advisor, Service Receptionist Service Advisor Service Advisor Service Advisor DMS DMS, VEGA DMS, VEGA ASRA, DMS, EPC Workshop order processed as far as possible Takeover of costs is arranged All resources available and reserved All necessary additional information present Prepare reception Process liability _ Check data from service booking _ Compile necessary work and document in order _ Compile critical parts and notify warehouse _ Prepare package/cost estimate _ Plan issuance of thirdparty services _ Consider pending work and part orders left from last visit _ Check vehicle for service measure _Check pending payment issue _ Check warranty/goodwill claim related _ Conduct goodwill application with damage code and document decision _ Apply invoice code and customer share as percentage to order items Reserve service resources _ Conduct reservation of required service resources _ Before service reception date: call customer and confirm date or notify customer that all agreements can be upheld _ Check invoice, order and warranty and goodwill history and prepare for workshop _ Identify repeat repairs _ Clarify responsibilities for problematic cases (incl. customer plaints, repeat case) _Prepare technical documentation, if necessary (. for vehicle with special body) _ Feedback with technician if necessary _ In event of functional defects, where applicable research in vehicle documentation (. introduction service manual) (operator error) _ Printout preorder and prepare for customer visit Check and prepare additional order information Process Chains: Process Chains: Process Chains: Process Chains: Service reception Service booking Prepare reception Perform reception Perform prediagnosis Conclude reception ?Workshop Process 2022“ GSP / TNP 11 Success factors and key figures ?Prepare reception“ All preparation for the reception appointment with the customer are finished with regard to the order and all service resources to be reserved, the reception of the vehicle can be performed smoothly _Preliminary order and resources are as far as possible prepared/reserved and are available for the customer appointment _All necessary additional information (history/ repeat repairs ) are prepared for the reception as well as for the diagnosis / repair process _Parts availability for critical parts is secured _Easy and fast identification of the vehicle construction level _Assurance of the adherence to all agreements with the customer (agreements, costs) _Planned reception time can be adhered to _Customer is satisfied with the service advise and processing of his concerns (solution proposals for the concern) _Share of preliminary orders of all service appointments _Share of preliminary orders of all vehicle throughputs _Quality of the reception preparation _Duration of the service reception Service reception Prepare reception Field of activity Core process Maxim Example Key figures Success factors Customer satisfaction Workshop performance ?Workshop Process 2022“ GSP / TNP 12 Work preparation Repair/ maintenance Order pletion Diagnosis Service reception Vehicle hand over Service booking Prepare reception Perform reception Perform prediagnosis 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 order Prepare vehicle hand over Conduct vehicle hand over Conclude vehicle hand over Process warranty/ goodwill claim Overview of defined processes Workshop disposition Parts Support Close workshop order Conduct quality assurance ?Workshop Process 2022“ GSP / TNP 13 Overview sheet process step ?Perform reception“ Reception/wele of customer and vehicle for maintenance/repair All customer requests, customer and vehicle data as well as current vehicle configuration are documented on workshop order. The scope of workshop order is agreed with customer In: Workshop order prepared as far as possible on basis of booking procedure Out: Extensive documentation of customer and vehicle data, clearly recorded customer request, customer is informed about possible prediagnosis _ Customer and vehicle data are updated together with customer _ All customer requests are reviewed with customer and documented _ Necessary works or necessity of prediagnosis are explained and a cost and time framework is given _ Existent defects on the vehicle will be recorded by a visual inspection Input/ Output Purpose Content Definition ?Workshop Process 2022“ GSP / TNP 14 Perform reception Customer weled and vehicle taken over, customer concerns and existing damage to vehicle recorded in full Service Receptionist/ Service Advisor Service Receptionist/ Service Advisor Service Advisor Service Advisor DMS, WIS DMS, FDOK, VEGA DMS Customer weled and transferred to service advisor All customer and vehicle data available Order scope discussed Visual inspection conducted on vehicle in presence of customer and documented Wele customer/take over vehicle Check quality of customer/vehicle data and that it is up to date _Receive / wele customer _ Check whether prior application made _ Ask about customer concerns, if customer is not registered _ Transfer customer with prepared workshop order and documents to defined Service Advisor _ Care about customer during waiting time _Updat