1. When the vehicle or assembly is sent for repair, the company will sign a maintenance contract or fill in a "maintenance work order" with the unit or individual to be sent for repair to determine the requirements, construction period and quality assurance.

Two, when the vehicle is sent for repair, it should have driving function and complete equipment.

Three, accident vehicles or vehicles that can't run due to special reasons, lack of spare parts, should make corresponding explanations when signing the maintenance contract.

4. When the vehicle is sent for repair, the company will establish or register the technical files and customer files of the vehicle, and abide by the relevant vouchers. In special circumstances, the relevant public security organs need to prove it.

5. After the vehicle or assembly sent for repair is qualified, the company will issue the factory certificate and hand over the relevant technical data and certificates to the unit or individual sent for repair.

Six, after the completion of the vehicle, according to the original equipment of the repair unit or individual car handed over to the customer.

7. When the customer picks up the car, the technical condition and equipment of the car shall be checked and accepted according to the maintenance contract. If he finds that it is not in conformity with the maintenance contract, he should raise it immediately, and the company will find it immediately and deal with it in time.

8. During the quality guarantee period, if the maintenance quality fails or is damaged in advance, our company will give priority to free maintenance.

Nine, if the two sides have any objection to whether it belongs to the maintenance quality, it can be resolved through consultation. If negotiation fails, it can be settled by arbitration by the local competent department of automobile maintenance industry.

After-sales service management system

After-sales service is an important part of modern automobile maintenance enterprise service. Doing a good job of after-sales service is not only related to the quality and integrity of our products, but also related to whether customers can get real and complete satisfaction. Therefore, this system is formulated.

(1) After-sales service is completed by the Business Integration Department.

(2) the content of after-sales service

1. Organize customer data and establish customer files.

When a customer sends a car to the factory for maintenance or comes to the company for consultation and negotiation on automobile beauty, after completing the relevant formalities or negotiation, the business comprehensive department should sort out and tabulate the customer's relevant information, establish a file and put it in the file bag within two days. Customer information includes: customer's name, address, telephone number, date of maintenance or visit, vehicle type, vehicle number, vehicle type, maintenance items, maintenance cycle, next maintenance cycle, services that customers want, and maintenance records in our company (see "Basic Information Table of Customer Files" for details).

2, according to the customer files, research customer needs.

According to the customer files, the business personnel study the customer's demand for automobile maintenance and related services, and find out the contents of "next service", such as informing customers of regular maintenance, informing customers to participate in company networking activities, informing customers of company preferential activities, informing customers to enter the factory for maintenance on time or free testing, etc.

3. Contact customers by phone or letter, and provide follow-up services.

Business personnel contact by telephone so that customers can get the following services:

(1) Ask customers about their car use and their opinions on our service;

(2) Ask customers whether they have new service requirements for our company in the near future;

(3) Inform relevant automotive application knowledge and precautions;

(4) Introduce the services provided by our company to customers recently, especially the new service contents;

(5) Introduce all kinds of preferential networking activities recently arranged by our company for our customers, such as free testing week, preferential service month, new knowledge party on automobile application, etc. The content, date and address should be clearly written.

(6) Consulting services;

(7) Visit customers.

(3) after-sales service regulations

L, after-sales service is completed by the specialized business personnel designated by the manager of the business integration department-the tracking salesman.

2. Follow the salesman to establish the corresponding customer file within two days after the customer's vehicle is sent for repair or the customer consults with the company.

3. Track the salesman to study the potential needs of customers while establishing customer files, and design the call content and communication time of the "next" service in a targeted manner.

4. Tracking salesmen should take the initiative to contact customers by phone within two days to one week after the customers pick up the car from the factory or conduct business interviews and consultations, provide the first after-sales tracking service, and communicate with customers on topics of interest. In the telephone conversation, the sales staff should take the initiative to ask the customers who have come to our company to maintain and repair vehicles and ask for their opinions on our service, so as to show our sincere concern for customers and our attitude of pursuing perfect service. The customer's talking points should be recorded, especially the customer's requirements, hopes or complaints, which must be clearly recorded and handled in time. If you can answer in person or at that time, try to answer; If you can't answer in person or at that time, you should study it as soon as possible after the phone call and find a way; If it still can't be solved, it is necessary to report to the business manager within two days, ask for a solution, and inform the customer on the day when the solution is obtained, and be sure to give the customer a satisfactory answer.

5. Within 7 days after the first tracking service after the "sale", the business tracker should contact the customer by telephone about the second tracking service. The content of the telephone call should focus on the topics that customers are interested in, avoid repetition and be targeted, or reflect the company's sincere concern for customers.

6. After the company decides to carry out customer networking activities, preferential service activities and free service activities, the business tracker should call the customer two weeks in advance, and then send the notification letter to the customer within two days as needed.

7. Every time the service phone is tracked, including the consultation phone or complaint phone that the customer calls into our company, the handling salesman should make phone records, file the phone records and file the phone registration form.

8. Every tracking service letter, including notice, invitation letter and reply letter, should be registered and filed.

(4) When the designated tracker and salesman are not on duty, the business manager will temporarily assign other personnel in the department to act as temporary agents.

(5) The business manager is responsible for supervising and inspecting the after-sales service and summarizing the after-sales service of the department once a month and at the end of each year; Summary, summary in the form of departmental work meeting, summary or summary by the business manager to submit a written report, and archive.

(6) This system uses the following four forms: customer file basic information form, tracking service telephone record form, tracking service telephone registration form and tracking service letter registration form.

Workshop scheduling management system

In order to ensure orderly and efficient production, this system is specially formulated:'

1. The main tasks of production scheduling: according to the maintenance orders of production operations, reasonably organize the daily production activities of enterprises, regularly check the progress of maintenance operations, timely and effectively adjust and handle abnormal situations in the production process, organize a new balance, and ensure the comprehensive completion of production tasks.

Second, check the production preparation before work every day, including the arrival of team members, the preparation of equipment and tools, the supply or maintenance of spare parts, and urge and assist relevant departments and teams to make a number of production preparations on time.

Third, according to the "maintenance order" that should be arranged on the same day, arrange the team work in a timely and balanced manner. The scheduling instructions must be absolutely observed. If a team or employee has any complaints about scheduling, he must first carry out the instructions, then make comments after work and report to the general manager if necessary.

Fourth, patrol the workshop regularly, regularly check the working conditions of each station, and handle and coordinate in time if any abnormality is found. Under normal circumstances, every shift (4 hours) workshop inspection shall be no less than 4 times, and each time shall be no less than 25 minutes.

Five, according to the needs of production, reasonable organization and adjustment of operation arrangement, to ensure the effective cooperation between the stations. After the work on duty is completed, inform the inspector in time to check at the station quickly.

Six, often contact with the parts department, understand the supply of parts, and urge the parts department to supply parts to the workshop team in time.

Seven. If there are any additional maintenance items, the business integration department should be informed immediately so as to get in touch with customers. After receiving the opinions of the business integration department on the handling of additional projects, the team should be informed in time to carry out additional projects.

Eight, check and supervise the rational use and maintenance of workshop equipment. First, check and urge the operators to operate according to the rules; The second is to inspect and supervise the daily maintenance of equipment and tools, and prohibit the equipment from running in spite of illness; The third is to supervise and inspect the relevant departments and teams to strictly implement the equipment maintenance procedures. ,

Nine, do a good job of recording, statistics and analysis of workshop production arrangements, timely summarize the problems and experiences in the production process, and be responsible for completing the work report.

Ten, supervise and urge the workshop civilized environment construction, daily inspection of the production site, guide and educate employees civilized construction, care for the environment, care for equipment, care for vehicles, abide by the safety production regulations, and keep the workshop clean and tidy.

Eleven, organize the production scheduling meeting, the typical problems or situations of the whole workshop, to tell employees in time, in order to learn a lesson; Praise excellent performance at work and encourage employees to be positive. The dispatcher should be prepared before the dispatch meeting, and speak as a professional manager, concise and inspiring.

Workshop production inspection management system

In order to ensure the quality of maintenance, normal maintenance technical quality inspection, this system is formulated:

1. The inspector is responsible for the company's production inspection, and the full-time inspector of the business integration department is responsible for the inspection operation.

Second, the inspector's quality inspection responsibility:

(a) strictly implement the quality and technical regulations, standards and norms, and strictly control the quality inspection.

(two) to participate in the formulation and revision of relevant quality inspection management regulations.

(3) Grasp the overall dynamics of workshop production quality, complete quality analysis, and timely put forward work plans or suggestions for improvement and quality improvement.

(4) Establish, sort out and save quality inspection statistics, and provide relevant information to the company in time.

Three, the specific provisions of quality inspection work:

(a) where the vehicle or assembly is sent to the factory for repair, it must pass the technical inspection of the relevant personnel of the factory.

1. When the vehicle is sent to the factory for repair, the quality inspector of the business integration department is responsible for technical inspection and diagnosis, and is responsible to the company and customers.

2, the workshop production process quality inspection by the team self-inspection and inspector zhuanjian double inspection. In the process of maintenance and production, every time a process is completed, the team members should conduct a self-inspection according to the process regulations and operating specifications; After the assembly is completed, the team leader shall conduct self-inspection according to the standards; After the maintenance of the whole vehicle or parts or assembly is completed, after self-inspection, the inspector must conduct a comprehensive quality inspection and make a diagnosis of whether it is qualified or not, otherwise it shall not leave the factory.

(2) In the production process, when there is a problem of whether to replace parts or components with greater value or importance, the team should invite inspectors to be present for technical analysis and decide whether to replace them. Inspectors have the right to decide the replacement of parts or components with greater value or importance, and are directly responsible.

(3) Vehicles repaired due to quality problems shall be inspected by inspectors before repair, and after the repair items are determined, the dispatcher shall be informed to arrange the repair sheet to be sent to the workshop team for repair.

(4) All completed vehicles, including repaired vehicles, must be inspected by inspectors. If the inspection is qualified, the inspector shall sign the "qualified" conclusion and hand it over to the business integration department. If the inspection is unqualified, the inspector shall sign the "unqualified" and its items, technical data and rework requirements, and immediately notify the workshop manager and the team to rework. Inspectors have a veto power over technical quality and bear full responsibility.

(5) After the vehicle repair is arranged by the workshop manager, the team will repair it immediately, and the construction shall not be delayed until 24 hours at the latest, otherwise it will be treated as reverse adjustment.

(6) Whether there are any omissions, unqualified maintenance quality, illegal operation, delay in construction period, etc. Inspectors shall record in the checklist, and relevant teams and groups shall be punished according to company regulations.

Maintenance accident punishment system

This system is formulated in accordance with national laws and regulations and the actual situation of the company:

1. Strictly carry out vehicle maintenance inspection, and implement the provisions of signature by inspectors and operators. Without the signatures of the above-mentioned personnel, they are not allowed to leave the factory;

2. For vehicles with maintenance accidents, repair and rework at the first time, apologize to the owner and compensate the corresponding economic losses;

3, according to the accident losses, reasonably formulate the corresponding scope of maintenance, reasonable maintenance and replacement of accessories;

4, careful analysis of the cause of the maintenance accident, determine the corresponding person responsible for the accident:

5, determine the responsibility of the person responsible for the maintenance accident, formulate the corresponding punishment report;

6. Those responsible for maintenance accidents should be dealt with seriously and given corresponding economic and administrative penalties. The responsible person shall apologize to the customer and report to the company in informed criticism;

7. Punish the person responsible for the maintenance accident severely and quickly, sum up the lessons carefully, and prevent similar accidents from happening again;

8. Those who have frequent maintenance accidents shall be dismissed from the factory;

9, the specific situation can be handled according to the punishment system.

Workshop production site management system

In order to maintain the normal order of workshop production, ensure the rational use of human and material resources and improve production efficiency, this system is formulated:

1. Employees in the production workshop must go to work on time, and must not be late, leave early or absent from work.

2. Employees entering the workshop must wear uniform work clothes, service badges and company logos, and keep their appearance clean and tidy.

3. During working hours, employees must stick to their posts and must not wander around or go back to the dormitory for no reason. Rest in the staff lounge and wait for work and materials.

4. Smoking and carrying inflammable and explosive articles are strictly prohibited in the workshop.

5, consciously maintain the workshop civilization and cleanliness, it is strictly prohibited to destroy the workshop civilization and hygiene phenomenon.

6. Employees must maintain workshop equipment and tools according to regulations, and it is forbidden to violate regulations; After-work maintenance must be carried out according to the regulations before leaving work, so as to achieve "returning tools to boxes, resetting equipment and cleaning up the site"; Equipment must be checked routinely before going to work.

7. Workshop fire safety equipment is fully equipped and regularly maintained and adjusted to ensure that the equipment is in good technical condition; Everyone knows the location of fire prevention equipment and is familiar with the use technology.

8. It is forbidden to go to vehicles that are not in the group station or maintenance for no reason.

9, it is strictly prohibited to start the car for no reason, including start the car electrical appliances.

10, working hours, must absolutely obey the unified scheduling.

1 1, the production work must be carried out by the maintenance order. It is forbidden to construct without a work order or expand or reduce the work order content at will.

12. Vehicles entering the workshop for maintenance shall be driven by the workshop manager in a unified manner. No employee is allowed to drive a vehicle without permission. Non-technical inspection personnel and workshop management personnel are not allowed to go out for road test inspection, and personnel without driver's license are not allowed to move vehicles.

13, make personal phone calls as little as possible during working hours, which is a personal family emergency. Please call back after explaining the situation; It's a work problem. You can call back after the relevant manager approves it.

14. Employees are not allowed to bring things unrelated to production into or out of the workshop. When suspicious or special circumstances are found, the doorman or relevant management personnel have the right to supervise and inspect the employees entering and leaving the workshop.

15, workshop equipment and tools shall not be taken out of the workshop without the approval of the company.

16. When employees need to go out to deal with personal emergencies at work, they must ask for leave from the workshop management.

17, the workshop is closed production, and visitors are generally refused. Personnel approved by the company shall be accompanied by the workshop manager or relevant management personnel. Employees should not take the initiative to talk to visitors. With the consent of the workshop manager, you can answer technical questions for customers.

18, workshop pre-shift meeting, weekly (Saturday) meeting and temporary work meeting shall be convened and presided over by workshop manager. Generally, it does not take up production time. Ten minutes before class; The weekly meeting lasts for 25 minutes; Temporary work for half an hour, no more than 50 minutes; All kinds of meetings shall not be held over time.

Team production management system

In order to carry out normal team production and give full play to the production enthusiasm of team employees, this system is specially formulated:

First, the team is the most basic production unit of the company, and the maintenance and production operations are generally carried out in teams and groups. That is, after receiving the work order, the team will produce according to the requirements of the work order.

Second, the team is generally composed of three people, no more than five people. Among them, specialty and monitor 1, mechanic 1, apprentice 1. If there are four or five people, you can add 1 technicians and 1 auxiliary workers respectively.

Three, the team leader is the organization and leadership of the team production, but also the backbone of production, professional technology. During working hours, the team members are directly led by the team leader, and they must obey the command and scheduling of the team leader. Under normal circumstances, we are opposed to asking for instructions beyond our level and to acting without authorization at any time. The class leader has the right to criticize, correct and stop the bad phenomena and behaviors in the class.

Four, the team leader is responsible for organizing and guiding the work.

Five, the team leader must be an effective production organizer, good at giving full play to the strength of the whole team. At the same time, we should be good at caring for the members of this group and uniting employees. Good at cooperating with people, often talking with employees, solving employees' ideological problems and reflecting employees' personal difficulties.

Six, working hours, team members have something to ask for leave, must ask for leave to the monitor, after approval, can leave;

Seven, the team is responsible for the maintenance of the production site, equipment, is the responsibility of all members of * * *, everyone should actively perform their duties.

Eight, the team's work performance, personal performance evaluation and existing problems, by the team members, monitor focus on comments and report to the superior for approval.

Safety production management system

A, in order to ensure the normal production, ensure the health of employees, family happiness, all employees must abide by.

This system.

Second, the employees of the whole factory must strictly abide by the operating rules of safety technology, and no one may violate them.

Don't go to work without leave, and don't fight in the workshop and chase loudly, which is unnecessary for work.

Don't walk around or chat with other departments, and don't bring children into the factory.

Four, must wear labor protection articles in accordance with the provisions, shall not wear slippers to work.

Smoking is forbidden in the workshop.

Six, non-work needs shall not use any vehicle, the car driving speed in the central area shall not exceed 8 km/h, no parking.

Test the middle brake.

Seven, strengthen the management of flammable items, except in use at home and abroad, should be stored in the designated location in the workshop.

Eight, in the oil department, oil depot and each department should be equipped with enough fire fighting equipment, and strengthen the maintenance to keep it in good condition.

Good technical condition, all employees should be able to use fire fighting equipment correctly.

Nine, into the oil depot, it is forbidden to smoke, it is forbidden to bring inflammable and explosive goods into the oil depot.

10. Low-voltage (36V) safety lights should be used for working lights, and it is forbidden to use working lights in the rain or drag them in the water.

Use, and often check whether the wires and sockets are in good condition.

1 1. Don't flip the power switch or plug in the power socket when your hands are wet. The fuse of the power cord should be installed as required.

Copper wire and iron wire shall not be used instead.

Twelve, the electrician shall not start the standby motor, and shall not tamper with the switches and electrical facilities on the switchboard.

Thirteen, before coming off work, must cut off the power switch of all electrical equipment at the next higher level.

14. After the operation, the oil stain and sundries on the site must be cleaned up in time, and the equipment and tools should be neatly placed in the designated place.

Home, to keep the construction site clean and tidy.

Code of conduct for workshop staff

The code of words and deeds of workshop employees is an important content of civilized production in the workshop, and it is the language and behavior requirement of employees when they go to work, which must be seriously implemented.

I. Description of terminology

(1) Meeting language at work:

"Good morning!" "Hello!"

(2) Conditions for breaking up after work:

"Goodbye!" "Hello!"

(3) At work, all those who hold positions (above the monitor) are called by their surnames and positions, such as Wang, the monitor and Zhang, the director; For ordinary employees, surnames and surnames are preceded by young, old and old, or by first names, such as Xiao Li, Li Zhicheng, Acheng and Zhicheng. Do not use nicknames or nicknames.

(four) there are problems, things need advice, instructions or help, should start with "please"; After others help or answer your questions, you should say "thank you!" " Thank you for your words.

(5) Speak in a calm tone during working hours, not too loudly, and don't talk loudly.

Second, the code of conduct

(-) wear the required work clothes, dress neatly, and make proper personal gfd. Change clothes and pile them neatly in the personal locker room.

(2) Pay attention to the work, work carefully, and work in accordance with process regulations and operating specifications. Do not operate illegally, chat or hum songs at work, and consciously keep the working environment clean and tidy.

(3) When contacting the work to receive spare parts and materials, you should go quickly and don't procrastinate.

(4) Don't chat or hang out with other teams and groups.

(5) Don't smoke or drink tea in the work area. You can drink tea in the staff lounge and smoke in the smoking area.

(6) Those who rest after work should rest in the staff lounge, where they can read the reading materials provided by the center. Don't laugh or joke loudly in the lounge.

(7) Before the work or operation is completed, the tools should be cleaned and put back in the box, the equipment should be returned, and the site should be cleaned and self-inspected.

(eight) should consciously punch in and out of work. When two or more people punch in, they should be polite to each other.

(9) When the doorman needs to ask, he should be polite and actively cooperate.

(X) The company should take the initiative to do a good job in collective public welfare and lend a helping hand when others are in trouble.

Technical management system

A, the center technology department is a technical management functional department, its responsibility is:

(a) the implementation of the relevant technical standardization regulations and standards promulgated by the state and local governments and departments.

(two) to organize the preparation and revision of the technical development plan of the center and organize its implementation.

(3) To organize the formulation of rules, regulations and standards for the technical management of the Center and the responsibilities of each post, and organize their implementation.

(four) timely put forward the plan for the use of funds for equipment renewal, transformation and new purchase to the center, timely transform and increase equipment to ensure efficient production. Regularly check the technical conditions of equipment and instruments, and submit maintenance and scrapping reports in time.

(five) according to the actual production needs of the center, formulate and timely revise the technical regulations for cattle production. And its management regulations and process documents.

(six) responsible for organizing the center's process discipline education, so that the skills of employees in using equipment, instruments and tools can be improved in time;

(seven) to promote the maintenance technology concept and management methods in a timely manner, to promote the continuous development of the center in technology, art and material application, and to continue to maintain the leading position in technology.

(eight) responsible for collecting, sorting, using and keeping the technical data of the center, including the establishment, use and keeping of technical data files and equipment and instruments files.

Second, non-technical personnel are not allowed to enter or leave the technical department without permission.

Three, the center's instruments, equipment and materials are all registered, inventoried and filed.

4. Important or valuable instruments and equipment should be used and kept by special personnel. When public instruments and equipment need to be borrowed, the personnel above the group leader shall go through the borrowing formalities in the technical department and lend them out.

5. Important instruments and equipment shall not be borrowed, and the personnel of this center must be approved by the director of the production department or the director of the technical department because of their work needs.

Six, borrowed instruments and equipment should be returned as soon as possible after use. When returned, it shall be checked and accepted by technicians. If there is any damage, the borrower shall compensate and explain the cause of the damage.

Seven, the technical information of the center, are not allowed to borrow; Technical personnel or relevant staff of the center can consult it in the technical reference room. However, we must take good care of materials. Damaged materials should be compensated according to the price, and intentional damage should be punished by administrative economy.

"three inspections" system

According to the National Standard for Secondary Enterprises in Automobile Maintenance Industry, the quality management system of "Three Inspections" is formulated as follows:

1, "self-inspection", "mutual inspection" and "special inspection" personnel must sign corresponding inspection sheets;

2. Unqualified and untested vehicles are not allowed to leave the factory for maintenance;

3. After the quality inspection is completed, the inspector shall determine the inspection results and be responsible for the inspection results;

4. Vehicles that fail the "self-inspection" shall be reworked and repaired in time, and the responsible person shall be responsible for the delay time and maintenance expenses;

5. For vehicles that fail to pass the "cross-inspection", the workshop supervisor or relevant technicians shall be informed in time, so that they can make a decision and clarify their responsibilities. For the economic and reputational losses caused by the delay in the construction period and the increase in maintenance costs, the responsible person shall be investigated for responsibility;

6. The unqualified vehicles detected by "special inspection" personnel shall be repaired or supplemented in time, and the responsibilities of relevant personnel shall be investigated:

7. If the inspector fails to detect the obvious maintenance defects and leaves the factory directly at the same time, the inspector shall be held accountable;

8. If hidden defects and defects related to electronic components fail to show faults during inspection, the responsibilities of the corresponding inspectors shall be lightened;

Technical archives management regulations