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汽车修理店怎么实现标准化服务?

来源:http://www.cp11807.com/ 日期:2019-08-14 发布人:admin
  对于汽车修理店这一服务行业来说,标准化是必要的阶段,也是店铺发展到最后的要求。就是所谓的“无规则无半径”,只有做到每一个服务细节,符合规定,才能给车主带来极致的体验。那么,如何实现标准化服务呢?
  For the service industry of automobile repair shop, standardization is the necessary stage and the last requirement for the development of shop. That is the so-called "irregular and radius-free", only to achieve every service detail, in accordance with the regulations, can the owners bring the ultimate experience. So, how to achieve standardized services?
  规范的服务对于汽车修理厂的管理是非常重要的
  Standardized service is very important for the management of automobile repair shop.
  什么是标准化服务?
  What is standardized service?
  一般来说,标准化就是让顾客在每次消费中都能获得一致的服务质量体验。此外,所提供的服务必须按照标准执行,包括服务时间、服务质量、服务价格、质量保证、服务管理、服务监督、服务投诉等相关内容。
  Generally speaking, standardization means that customers can get consistent service quality experience in every consumption. In addition, the services provided must be implemented in accordance with the standards, including service time, service quality, service price, quality assurance, service management, service supervision, service complaints and other related content.
  商店标准化服务的好处是什么?
  What are the benefits of store standardization services?
  1、有利于提高工作效率
  1. Favorable to improve work efficiency
  做任何事情如果不遵循一定的流程,认为a是a出,不仅效率会极低,而且容易出错。汽车修理厂这一特殊的服务行业,无论是维修还是保养,都是非常精细的工作内容,不容忽视。在客流大的情况下,为了保证工作效率和避免失误,有必要制定一个规范的流程,监督员工的执行情况,最终养成强烈的工作习惯。
  If we don't follow a certain process, we think that a is a, which is not only inefficient, but also easy to make mistakes. The automobile repair shop, a special service industry, whether it is maintenance or maintenance, is a very delicate work content, which can not be ignored. In the case of large passenger flow, in order to ensure work efficiency and avoid mistakes, it is necessary to develop a standardized process to monitor the implementation of staff, and ultimately develop strong work habits.
  2. 帮助减少人为错误
  2. Help to reduce human error
  标准化过程是通过大量测试和总结确定的工作规范。因此,如果能按照标准进行施工,就能减少人为误差,保证服务质量。
  The standardization process is defined by a large number of tests and summaries. Therefore, if the construction can be carried out according to the standard, it can reduce human error and ensure the quality of service.
  很多汽车修理店的老技师觉得自己的经验非常丰富,经常不按照标准流程工作,也许没有什么错误,但是这种领导会影响到整个团队。为了节省时间和精力,一些年轻的员工会遵循老技术人员的懒惰方式来完成任务。然而,由于他们缺乏经验,一些特殊的问题不能自己解决,从而浪费了更多的时间。
  Many veteran auto repair shop technicians feel that their experience is very rich, often do not work according to the standard process, there may be no mistakes, but this kind of leadership will affect the whole team. In order to save time and energy, some young employees will follow the lazy way of old technicians to complete tasks. However, due to their lack of experience, some special problems can not be solved by themselves, thus wasting more time.
济南哪里有宝马汽车维修的
  3.有利于新员工的快速学习和培训
  3. Favorable for fast learning and training of new employees
  我们都知道,当我们刚进入一家公司的时候,我们必须经过培训才能进入工作岗位,所以我们需要学习更多的知识来胜任相对复杂的汽车修理店的运营。
  We all know that when we first enter a company, we have to be trained to enter the workplace, so we need to learn more knowledge to be competent for the operation of relatively complex auto repair shops.
  因此,制定一个标准化的服务流程很重要,让员工在上班前阅读和实践。这样,标准化的培训内容可以让新员工感受到自己的责任感,从而提高他们的主动性,有利于以后更快的工作。
  Therefore, it is important to develop a standardized service process, so that employees can read and practice before work. In this way, standardized training content can make new employees feel their sense of responsibility, thereby improving their initiative, which is conducive to faster work in the future.
  4. 有利于处理纠纷
  4. Favorable to handle disputes
  规范是区分对错的标准。在日常工作不可避免地会发生一些纠纷,公众说,老太太说老太太是正确的,这个时候你需要使用标准化的规范来判断谁是对的谁是错的,但也更能让员工信服,否则嘴巴说没有证据,但让员工不公平,不利于工作。
  Norms are the criteria for distinguishing right from wrong. There will inevitably be some disputes in the daily work. The public says that the old lady says the old lady is right. At this time, you need to use standardized rules to judge who is right and who is wrong, but it is also more convincing to the employees. Otherwise, there is no evidence, but it is unfair to the employees and not conducive to work.
  3.如何实现标准化服务?
  3. How to achieve standardized services?
  事实上,标准化并不复杂。一是制定标准,二是实施,三是修改。但是谁做的呢?一般来说,谁是第一个接线员将由我们决定。在执行方面,我们必须有一线工作人员的参与。第二组长负责监督;第三条必须能够执行,不能停留在书面;四是加强培训,奖惩分明;第五,形成稳定的习惯和规范。
  In fact, standardization is not complicated. One is to establish standards, the other is to implement them, and the third is to revise them. But who did it? Generally speaking, it's up to us to decide who is the first operator. In terms of implementation, we must have front-line staff involved. The second group leader is responsible for supervision; the third must be able to implement, not stay in writing; the fourth is to strengthen training, with clear rewards and punishments; the fifth is to form stable habits and norms.
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