On July 12, 2011, the launching ceremony of China National Heavy Duty Truck Group's 2011 Loved One Service Conference and the first National Truck Service Skills Competition was held in Jinan. Since 2011, under the brand-new competitive situation of carrying out the second great undertaking of the second undertaking, China National Heavy Duty Truck has reviewed the situation, changed the development mode, adjusted the industrial structure, relied on technological innovation, improved product quality, improved service levels, and seized the initiative in competition in the industry. It is proposed to build a steel-type service network while creating a steel-type marketing network and form a new competitive advantage for China National Heavy Duty Truck. Representatives of the service stations in Shandong Province and the heads of China National Heavy Duty Truck Group and the second-tier company attended the meeting.
2011 was the first year of the “Twelfth Five-Year Planâ€. China National Heavy Duty Truck seized this historical opportunity and adhered to the scientific concept of business development, rational management, careful operation, and the realization of the best benefits. Development, stable production and operation, from January to May 2011, accumulated sales of 91,147 vehicles.
The slowdown in the growth rate of the Chinese auto industry in 2011 has become a consensus. The new situation puts forward new requirements for after-sales service concepts, models, and profitability. Sinotruk will strive to build a service brand for relatives and create maximum benefits for its users. The characteristics of the service work hard to gradually form a family service system with the characteristics of Sinotruk.
The first is to closely follow the market demand, adjust the service policy of relatives in a timely manner, and change from a concern for price to a service concept of creating value, and adopt a more scientific and rational attitude to adapt to the new market situation.
The second is to combine the new requirements for second-time entrepreneurship, to innovate the construction and management of family-friendly service networks, and to create a steel service network while building a steel marketing network.
The third is to do a good job of hardware support to further enhance the timely provision of spare parts and accessories.
The fourth is to further intensify the training, change the service concept, and improve the comprehensive service capabilities of the family service system.
The fifth is to do a good job in introducing new products and to provide good family services for the promotion of TGA series products.
Sixth, do a good job in risk prevention and realize the sound development of family services.
At the conference, 15 outstanding service awards for relatives, 25 special service awards for relatives, 45 service awards for loved ones, 88 advanced service awards for loved ones and 110 awards for service positions for loved ones were commended.
In 2010, Sinotruk's “Loved Ones†service upholds the core concept of affection, initiative, timelyness and thoughtfulness, continuously optimizes the service network, uses video systems and training courses, continuously strengthens training, improves employee service skills, and improves the 24-hour on-duty system. The night-time duty rate increased significantly. By straightening out the service scheduling settings, the number of returning visits was increased, and the technical personnel of the production units were moved forward. There were no vacancies for the 365-day service throughout the year, and it was ensured that the service stations and users would be provided with service support at any time.
In 2010, through the products of first-line communications, the satisfaction rate reached 98.1% in the 24 hours, the satisfaction rate reached 99.2% in 48 hours, and the service spare parts coverage rate increased significantly. Up to now, CNHTC has achieved new breakthroughs in its network construction. There are 1,589 service stations built in China and 145 central service stations. This greatly shortens the service radius, makes the layout of service stations more reasonable, and further enhances corporate image. , China National Heavy Duty Truck "relative people" service has become the industry's unique service brand.
At present, the competition in the heavy-duty truck industry is getting more and more intense. China National Heavy Duty Truck Co., Ltd. has not only done articles on after-sales service, but also paid close attention to product quality improvement. For the quality issues of the top 50 aftermarket, China National Heavy Duty Truck made full use of the first-line data, carefully analyzed the reasons, and formulated a dynamic quality improvement plan. The specific quality improvement work has achieved initial results.
At the same time, an early warning and pre-planning system for product quality issues has been established, and the direct responsible person and the person responsible for the leadership have been seriously investigated and the conformity and consistency of the product have been further improved. Re-align the management process, select a high-level supplier team, and ensure the quality level of supporting products from the source, providing an important guarantee for the development of the company.
In 2011, the overall train of thought for China National Heavy Duty Truck Service was: to constantly improve customer service satisfaction as the main line, to achieve new breakthroughs in service timeliness and effectiveness, to work hard at the characteristics of relatives and services, and to gradually form a standard with the characteristics of China National Heavy Duty Truck The service system for family members has brought China Sinotruck service to a new level, providing a strong support platform for vehicle sales.
In the second half of 2011, it is necessary to strengthen the image building of service stations, give full play to the role of the service system, implement the services of “relative peopleâ€, reduce the service radius, and effectively achieve timely and effective service. It is necessary to clarify job responsibilities, refine work standards, enable branch service personnel to effectively perform job responsibilities, strengthen service function changes, provide physical and technical support for service stations in terms of software, management, and image construction, and ensure appearance of the service system. To enhance the level of service station management work, so that excellent, powerful, honest service stations benefit even more.
China National Heavy Duty Trucks took the lead in promoting after-sales service in the production of mobile phone tickets, enhanced information transmission, and enhanced technical services. In the second half of 2011, a call center will be established for return visits and user assistance. Service personnel can use mobile video to obtain technical maintenance support at any location. .
The conference announced the official launch of the first National Truck Service Skills Contest. With the increasing professionalism of heavy-duty digital electronic technology and the continuous improvement of the state's regulations on heavy-duty truck emissions, the content of technical services for heavy-duty trucks is becoming more and more complex and the after-sales service system is also facing New challenges. In order to continuously learn new techniques, new technologies, and improve the professional qualities of technical service personnel, China National Heavy Duty Trucks held the National Truck Service Technology Competition, aiming to create a good atmosphere for service system learning and exchange, and advocated a serious attitude of advocating learning technology. Continuously improve the overall quality of service systems to meet the ever-changing consumer demands of customers. It is reported that the contest will be divided into preliminary rounds, preliminaries, and finals. The players who enter the preliminaries through the preliminary rounds will be concentrated in the eight national divisions for the semi-finals.
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