With the implementation of State III emission standards, China's diesel engine industry has fully entered the era of electronic control. A more advanced and environmentally friendly technology platform not only provides strong support for creating a “low-carbon economy,†but also controls the electronic control of diesel engine manufacturers. After-sales service capabilities have made new demands. Recently, Dongfeng Cummins convened the 2009 service conference with the theme of "New Platform, New Service, and New Tomorrow" in Xi'an, announcing that it will launch a new service initiative centered on "front-end service functions and enhanced technical capabilities" and comprehensively upgrade integrated services. Ability to improve customer satisfaction, help vehicle manufacturers and end-users to better adapt to the full transformation of the era of electronic control, and then create an "expert service" service brand. “The front-end service function is to concentrate more resources on the nearest place to customers, in order to shorten service response time and improve customer satisfaction.†Li Lei, deputy general manager of Dongfeng Cummins Marketing Co., Ltd., said that not only It is a resource, and more importantly, the management authority and decision center should be inclined to the nearest place to the customer. “The previous service function setup was based on control, and more emphasis was placed on the internal processes of the company. Therefore, after the customer requested the service, it required a period of time for reporting, auditing, feedback, and assignments. This affected the process. The speed and satisfaction of the response: Now, based on the layout of the Commerce Department in 2009, Dongfeng Cummins will further strengthen the establishment of the Commerce Department in 2010, narrow the service radius, and increase the authorization of first-line service stations so that once the customer has an urgent problem. The Commerce Department can immediately mobilize emergency vehicles, personnel and accessories to quickly solve problems for customers. Expert services, professional quality When the engine enters the Era III era, the fuel injection system is upgraded from a mechanical type to an electronic one. Once a failure occurs, a dedicated maintenance technician must use a dedicated fault diagnostic machine to perform the test and diagnosis. It is no longer possible to use personal experience as in the past. Dismantling - this aspect has led to a drastic reduction in the previous driver's own hands-on repairs. On the other hand, it also puts higher requirements on the technical level and overall capabilities of service maintenance personnel. They must not only understand machinery, but also be familiar with electronic technology. Therefore, the provision of a group of first-line service personnel with strong professional skills is an important part of ensuring the service level. Up to now, Dongfeng Cummins has 247 service stations with electronic control of State III service capabilities, covering 31 provinces, cities and autonomous regions across the country. Every year, Dongfeng Cummins trains them for nearly a thousand times and tens of thousands of hours. From January to September 2009 alone, the number of mechanical engine training was 343, and the number of electronically controlled engine training was 436. Basically, every service station had 2-3 people trained. The benefits of a networked service station layout to vehicle manufacturers and users are obvious, and knowledge sharing between service stations is rapidly implemented, enabling one-stop technical knowledge to be quickly spread throughout the country. The further expansion of Dongfeng Cummins's "electronic control and maintenance experts" team, so that each service personnel have professional electronic control service capabilities, is the second fire Dongfeng Cummins service upgrade burn: 2010 Dongfeng Cummins will establish regional training The center will further intensify the training of service personnel in various regions, and will focus on the development of construction machinery service providers based on the market conditions of sales of construction machinery and increase of holdings. In the words of service management manager Chow Daogui, it is “we must not only make the service first-rate, but also share the first-class service experience to the national service stations, so that all service stations provide users with the most professional, most convenient, and the quickest. 'Expert-level' service enables the Dongfeng Cummins service brand to flourish." Others Forged Engineering & Construction Machinery Parts Excavator Spare Parts,Construction Machinery Parts,Forging Machinery Parts,Hot Forging Machinery Parts Wenzhou Lianggong Forging Co.,Ltd. , https://www.lianggongforging.com
Where are the customers and where are the resources
Cooperating with “Persons Moving Forwardâ€, the advancement of spare parts is also an important manifestation of service front-end. In 2010, Dongfeng Cummins will gradually establish spare parts warehouses in various regions and improve its management to ensure that each spare parts warehouse has sufficient spare parts at all times to serve the users. "The advancement of spare parts has changed the deployment path of spare parts, shortened deployment time, and greatly improved maintenance efficiency," said Li Lei.
Not only sell the product, but also bring more added value to the user through the follow-up service. It is the future development trend of the engine industry and is also the concept that Dongfeng Cummins has always promoted. Industry insiders commented that in response to this new industry trend, Dongfeng Cummins has been at the forefront of the industry and has gained market recognition.