According to recent reporter survey data from users, more than 80% of users with car purchase requirements are very concerned about the brand of the engine. They are more concerned about how the engine manufacturers can provide guidance and after-sales service for them. With the increasingly fierce competition in the diesel engine industry, the end-user satisfaction has become a new focus of competition among manufacturers. The service commitments that companies provide for their products have become an important reason to determine whether a user purchases or not, and Dongfeng Cummins knows this well. The engine company has been continuously improving service levels for many years. Service policy is continuously optimized Dongfeng Cummins has always been at the forefront of improving its services. Every year, it optimizes service policies and strives to achieve a win-win situation with users and distributors. On June 1, 2011, Dongfeng Cummins Engine Co., Ltd. announced that its service policy was adjusted to give users more preferential policies. According to Yang Jinrong, Dongfeng Cummins Service Engineer, the adjustment has improved in terms of service commitments, quality assurance deadlines, investment in service work, and service providers and end-customers. The new service policy shortens the user's incoming calls, letters, and calls within 24 hours to 8 hours in a timely manner. The user's quality assurance services and emergency adjustments are implemented within 24 hours as user quality assurance services. 4 Within 24 hours, emergency dispatches will be issued (except engine assembly); the original service provider will receive service personnel within 30 minutes after receiving a user's fault rescue or notification from the marketing company, and must arrive at the site within 24 hours. (Excluding remote areas) Changed to 12 hours must arrive at the scene (except in remote areas); regardless of the size of the fault, distance, and after reaching a quality warranty agreement with the user, it shall be completed within a limited time; the handling of major issues shall not be changed beyond 72 hours to major issues. The treatment shall not exceed 48 hours and the general failure shall be completed within 8 hours. In addition, Dongfeng Cummins has extended the warranty period of the engine and added special guarantees. Take passenger cars and urban bus engines as an example. The previous warranty period is 240,000 kilometers, and after adjustment is 24 months, unlimited mileage. If the engine is maintained and used in accordance with the Quality Assurance Manual, the Dongfeng Cummins Authorized Service Provider will be responsible for using Dongfeng Cummins authentic parts, and the maintenance-recorded customer may include the main engine parts (cylinder block, cylinder head, crankshaft and Camshaft) The warranty period is extended by one year without limit. Service brand backing In 2010, Dongfeng Cummins Engine Co., Ltd. took the lead in launching the service brand “Expert Service, Run the World†in the domestic engine industry. For the first time, the company’s service commitment to users was fully demonstrated to the outside world with a complete set of brand VI systems. Li Lei, deputy general manager of Dongfeng Cummins Marketing Co., Ltd., said: “Expert Services†means that Dongfeng Cummins’ overall service management, service technicians, and service equipment tools should be maintained at a highly professional level. With the implementation of the National 3rd and 4th national emission standards, electronically controlled engines have become the mainstream in the market, and service and maintenance are no longer the protagonists of the past. Instead, they rely more on modern professional maintenance diagnostic equipment and tools. The overall quality of engineers also put forward higher requirements." Cummins global maintenance database and advanced diagnostic equipment also provide strong support for expert services. Globally-connected service database stores Cummins engine failure and maintenance records in various operating conditions around the world. Diagnostic equipment has also been verified in various markets in Europe and America. It can quickly determine the cause of the failure and give suggestions for resolution. The efficiency of the service has shortened the time for users to wait for services, and has truly realized the world of travel. Dongfeng Cummins pays great attention to the professional skills training of service engineers and service station staff. While launching the service brand, it also supplements the “service contest†campaign, which provides a comprehensive and multi-angle approach to help service engineers improve their professional skills, both theoretically and practically. . Dongfeng Cummins asked maintenance engineers at the service station to be involved in 12 engine training courses including mechanical engines, electronically controlled engines, electronic unit pumps, and natural gas. Taking the Dongfeng Cummins Nanyang Service Station as an example, all 84 people at the station have received professional training, and the number of people who have received professional higher education in automobiles has increased year by year. A perfect service system is an important guarantee for improving customer satisfaction and service provider cohesion. Dongfeng Cummins has also continuously improved its service capabilities. This effort seeks to optimize the user experience from the purchase to the end of product use through better after-sales services. It is worth learning from.
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