博世专业保养指导手册

博世汽车专业保养指导手专业保养指导手1RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposal1reproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手 2RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposal2reproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手整整车汽车维修业务比例分修

3RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposal3reproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手StoryofaBCS–WuxiXindong

ServiceabilityBoschparts

oftheboss,Mr.Mao0 Boschparts Sales& T/O4RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposal4reproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手 2010年的保养台次较2009年，同比增长了23%5RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposal5reproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手 2010年的平均单月保养产值较2009年，同比增长了67%96RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposal6reproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手提 2010年的平均客单价较2009年，同比增长了7RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposal7reproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手导入专业保养的目 客户满安全作 作业品质的统 作业时间的统标准作业（作业流程的标准化・使用系统台车、轮胎车并使作工具在手边，马上就能拿

马上就能开始・彻底明确２人的移作业无浪

步行距缩

等待时缩

举升机升降次数的少

车辆起动次数的减 取工具往返次数减8RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposal8reproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手要不为了能够向用户提供满意的服务，在提高服务9RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposal9reproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手)标准统)接待区服 展

RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业维修服 流

Customer

Carhand接待Reception

维修/Service/Quality|3/6/2011|©RobertBoschGmbH2011 alsoregardinganydisposalexploitationreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialpropertyrights预约服务一般用于维修业务饱和时采预约服务要素，预约项目、车牌、车型、联系预 接 你好××博世修站,我是××.有什么可以帮到您：车主手-WSC|03/08/2011|©RobertBoschGmbH alsoregardinganydisposalexploitationeditingdistributionaswellasintheeventofapplicationsforindustrialproperty高效客户管理与维系 ）---客 客户管理53--忠诚客户：（2000）常来（4个月1-看情况1- （8月以上4--新增客户：（100/月）刚来（包括重新激活的以及新增加的客户2--请根据关注的重要性把以上四类客户进行排经 :(重点客 ，专职服务顾问)20/80定律,每个服务顾问服务20个客户维修服务值得重点关注的4类客-WSC|03/08/2011|©RobertBoschGmbH alsoregardinganydisposalexploitationeditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手博世专业保养流程|Standard车旁接

（2人施工

质量控 交车准备/结RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手专业保养服务接待前一维修接待前一、维修接待前台有专门进行快修接待的区域，快修接待区域有“快修接待”的标识牌专职保养服务顾前台上方有“保养服专职保养服务顾维修接待 专业保养接待前专业专业保养接

RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手专业保养服务指示灯灯箱颜色B固定方式:,少数服务站可采用壁挂式。一般情况下应与服务站的“维修接待指示灯箱固定方式一致参见形象识别手册中的标牌系统相关要求。车间标识铭

固定在保养车间处旁边的墙RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手用户 RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手保养国际基准国际基准标地 黄・//8・/4RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手空气管导 摆放整齐RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手作业结束：工单填写完整、交付验车、完整啦5S5S是这样执行的吗RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手维修保 台设备设施：能够赢得用户满意的保养体制引进专业保养服务体制可提高作业效率，提高服务收益，带来经营的稳定化２７

５

系统台车必需工６①风②气动棘轮,带套筒④量⑤轮胎花纹测量⑥－字小螺丝刀(小 ⑦轮胎气压⑧气动套筒扳手,带套筒⑨黄⑩砂⑪梅花扳⑫开口扳手（⑬卡钳挂⑭扭矩扳手(60-RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手台车各作 可同时使用，能够前后左右移动。在台车上可放置作业所需的各种工具及更换的零配

工作台车准备②③④ ⑤扭矩(0- ⑦５６６ （拆卸空气滤清器用 ⑨RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手维 服维修技工要身 RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手保养配件预约货

预约配件区域标识牌（保养配件存放区RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手1、前示宽 2、近光灯 RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手5、前右转向灯 6、前左转向灯 8、前右驻车灯RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手9、前左驻车灯 12、示宽灯RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手 14、后左转向灯15后右转向灯 16、后安全警告灯RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手17

18、 灯 RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheeventofapplicationsforindustrialproperty博世汽车专业保养指导手二．客户邀1 】之际，我们正在开展博世汽车专业保 养。 RBCT/PJ-BCSXieGuoFeng|12/8/2009|©RobertBoschGmbH alsoregardinganydisposalreproductioneditingdistributionaswellasintheev