As the saying goes, Chollima is not only selected, it is even more out of comparison. Recently, the leading domestic diesel engine manufacturer Dongfeng Cummins Engine Co., Ltd. has officially kicked off a "Maxima Competition" - "Service Competition". Nearly 1,000 service engineers from Dongfeng Cummins and service agents across the country will successively Attend this competition. “One thousand sails competes with one another,†and the service contests have helped the Dongfeng Cummins service personnel to exchange their knowledge and professional service knowledge. They have also laid a solid foundation for Dongfeng Cummins's recently launched “Expert Services, Run the World†service brand. .
"Professional contest" training protagonist
The event was Dongfeng Cummins' first nationwide service contest. From the beginning of June, it carried out preliminary training, theoretical knowledge competitions, and actual maintenance operation competitions. The competition ended in October and lasted for 5 months. The theoretical knowledge competition is mainly based on knowledge quizzes. The engine structure, working principle, Dongfeng Cummins service system and CRM system are all included in the scope of assessment; the actual operation is based on technology, and the actual operations such as engine troubleshooting and maintenance are evaluated. . The theory and practical operation have a two-pronged approach, and all-round and multi-angles help service engineers improve their professional skills.
The long cycle and large scale are the salient features of this contest. This makes the “service competition†not only a competition, but also a long-term professional skills training to improve the overall service level of service engineers. On the one hand, there will be training for the scope of the assessment before the match. After the match, the training on issues exposed by the assessment results will also be carried out one by one. On the other hand, for the more than a thousand service engineers participating in the competition, each A link is also combat training.
Interoperability has no sharing experience
In addition to improving training, the second function of "service competition" is to exchange ideas. Nearly a dozen Dongfeng Cummins service stations are located across the country. The natural environment and conditions of use are different. Engines are different and the service problems encountered are endless. Therefore, each place has some special experiences that can be used for reference by other service stations. "Service Matching" is to build a platform for the exchange of technology and management experience for these service stations scattered throughout the country, enabling advanced experience and practices to be quickly shared among nearly 1,000 service stations, and to fully enhance service levels and customer satisfaction levels. . At the same time, through the "service contest", service engineers can also find their own deficiencies from each other, find the best way to communicate with end-users, learn from each other, draw lessons from each other, provide users with a solid foundation for rapid and effective. What follows will be a significant increase in customer satisfaction.
In addition, the exchange of service policies is also a major goal of this contest. New terms such as on-site service and 24-hour service, how to solve problems more flexibly under the premise of following service policies, etc. These are the focus of discussions among service engineers. Only when service personnel fully understand the service policy can it ensure that the rights and interests of service end users are truly implemented.
Appraisal rating optimization management
It is worth noting that the results of the contest will also be one of the reference points for Dongfeng Cummins to provide management support and resource allocation for nearly 1,000 service stations and a large number of service engineers. Dongfeng Cummins believes that it is obviously unreasonable to simply evaluate the service station based on its turnover. The evaluation of the final standard of the service station and customer satisfaction is the most important point. The customer satisfaction is closely related to the technical level, response speed and completeness of spare parts of service personnel. Therefore, based on the results of the contest, the evaluation of the service stations enables the excellent service stations to concentrate more resources, and encourages the service stations to keep making progress and provide customers with more satisfactory services. This has also become an important goal of this training. . And awarding honors and material rewards to “golden medal engineer†for service engineers who have achieved excellent results will also inspire more service engineers to constantly learn technology and upgrade their professional standards.
With the increasingly fierce competition in the terminal industry of the diesel engine industry, end-user satisfaction has become a new focus of competition among manufacturers. The time-to-sale and after-sales services of products have gone from behind the scenes to the front desk. Under the premise that product quality is fully recognized by users, Dongfeng Cummins further enhances the level of services through "service contest". Dongfeng Cummins believes that “professional service and smooth running of the world†is not just a brand concept, but more representative of real user interests, which requires a set of standardized processes and methods within the company to protect. "Service Matching" is an effective weapon for training highly professional service personnel. Through systematic, long-term training, exchange, and discussion of service knowledge and skills, we can ensure that we can always provide users with expert-level services. Only in this way, Dongfeng Cummins can fundamentally create a personnel environment that provides excellent service to its users. The service brand of “Expert Service, Run the World†can only stand firmer and go further.
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