外文翻譯--服務(wù)的核心流程

1、<p><b>　　附 錄A1</b></p><p>　　Core processes in the service</p><p>　　1 Porsche After Sales Standards</p><p>　　Porsche After Sales Standards include instruments, de

2、sign and equipment speci fications, competences, processes, systems and working methods and are essentially designed to achieve two objectives:</p><p>　　· To structure day-to-day work efficiently and ac

3、tively in a professional and customer-orient</p><p><b>　　way</b></p><p>　　· To guarantee the Porsche brand identity and its brand value in the market.</p><p>　　In

4、simple terms:</p><p>　　The standards form the basis for the success of the Porsche brand in the market.</p><p>　　Porsche car service processes in Table 1、Table 2、Table 3.</p><p>　　T

5、able 1 Porsche After Sales guiding principles and retail standards</p><p>　　Table 2 Talks/arranging appointments</p><p>　　Table 3 Entrance to our premises</p><p>　　2. Repairs<

6、/p><p>　　Objective：Your customer expects technically perfect service-that’s why he visits a Porsche partner. Porsche is better at repairs and maintenance work than anyone else. You must now show the same degree

7、 of professionalism in the technical area as you and your colleagues have shown in the previous process steps. What’s important here is a high quality of work with a high level of service and above-average productivity.

8、The result is perfect repairs——all done and dusted’ by the promised completion </p><p>　　Positive effects：This is where all interfaces run together. Depending on how everyone works together and communicates

9、with each other, and depending on a predefined structure as well as the preparations and follow-up for the individual Steps, the result can be seen in the service figures, productivity and-in particular-in the level of s

10、ervice.</p><p>　　Investments：Investments are needed in the workshop equipment area (tools, special tools, IT equipment, PIWIS, testers, etc.).</p><p>　　3. Quality control/pre-delivery inspection

11、</p><p>　　Objective：Quality control and the final inspection ensure lasting customer satisfaction. Your customers expect the vehicle to leave the workshop in perfect condition. Make sure they are not disappo

12、inted.</p><p>　　Positive effects：After providing a technically perfect service, the next thing you have to do is create the related invoice quickly and completely while pre-delivery inspection so that the wo

13、rk that was done can be paid for immediately.</p><p>　　The customer is thus impressed by your professional approach when he comes to collect his vehicle and you actively contribute to reducing the number of

14、complaints received.</p><p>　　Investments：Implementing quality control and pre-delivery inspection as described below requires a lot of discipline for adhering to the standards. A financial commitment is not

15、 required.</p><p><b>　　附 錄A2</b></p><p><b>　　服務(wù)的核心流程</b></p><p>　　1.Porsche售后服務(wù)標(biāo)準(zhǔn)</p><p>　　Porsche售后服務(wù)標(biāo)準(zhǔn)包括儀表、設(shè)計(jì)和設(shè)備規(guī)范、能力、流程、系統(tǒng)和工作方法，并且必需能夠?qū)崿F(xiàn)兩個(gè)

16、目標(biāo)：</p><p>　　· 以專(zhuān)業(yè)和以客戶(hù)為本的方式積極有效地安排日常工作</p><p>　　· 保證市場(chǎng)中的Porsche品牌形象及其品牌價(jià)值</p><p><b>　　簡(jiǎn)而言之：</b></p><p>　　標(biāo)準(zhǔn)構(gòu)成了市場(chǎng)上Porsche品牌成功的基礎(chǔ)。</p><p&

17、gt;　　保時(shí)捷汽車(chē)服務(wù)流程見(jiàn)表1、表2、表3。</p><p>　　表1 Porsche售后服務(wù)指導(dǎo)原則和零售標(biāo)準(zhǔn)</p><p>　　表2 洽談/安排預(yù)約</p><p><b>　　表3 建筑物入口</b></p><p><b>　　2.修理</b></p><p&

18、gt;　　目標(biāo)：客戶(hù)期待的是技術(shù)上完美的服務(wù)，所以他才會(huì)造訪Porsche中心。Porsche中心的修理和保養(yǎng)工作比其它任何廠家做得都好?，F(xiàn)在您必須在技術(shù)方面表現(xiàn)出與您和您的同事們?cè)谝郧暗牧鞒滩襟E中所表現(xiàn)的同等的專(zhuān)業(yè)水準(zhǔn)。關(guān)鍵的方面是高工作質(zhì)量、高服務(wù)水平和高于平均水平的生產(chǎn)率。結(jié)果是完美的修理——在約定的完工日期前完成所有修理并做了清洗。這樣可以形成良好的商業(yè)意識(shí)，同時(shí)保證客戶(hù)滿(mǎn)意度。</p><p>　　正面

19、效果：這是所有契合點(diǎn)匯聚的地方。取決于每個(gè)人如何彼此協(xié)作與溝通，也取決于預(yù)定的結(jié)構(gòu)及各個(gè)步驟的準(zhǔn)備與后續(xù)工作，結(jié)果可以體現(xiàn)在服務(wù)數(shù)據(jù)、生產(chǎn)率，特別是服務(wù)水平上。</p><p>　　投入：車(chē)間設(shè)備方面需要投資(工具、專(zhuān)用工具、IT設(shè)備、PIWIS、測(cè)試儀等)。</p><p>　　3.質(zhì)量控制/交付前檢查</p><p>　　目標(biāo)：質(zhì)量控制和最終檢驗(yàn)可以確保持久的客

20、戶(hù)滿(mǎn)意度。客戶(hù)期望車(chē)輛離開(kāi)服務(wù)中心時(shí)處于完好的狀態(tài)。一定不要讓客戶(hù)失望。</p><p>　　正面效果：在提供了完美的技術(shù)服務(wù)后，下一步您要做的是在進(jìn)行終檢的同時(shí)盡快完整地出具有關(guān)發(fā)票，以便客戶(hù)馬上能夠付款。您的這種專(zhuān)業(yè)水準(zhǔn)的工作方式將會(huì)在客戶(hù)提車(chē)時(shí)給他留下深刻的印象，并且為減少客戶(hù)的投訴量做出積極的貢獻(xiàn)。</p><p>　　投入：如下介紹的質(zhì)量控制和交付前檢查需要制定并嚴(yán)格遵守許多規(guī)定