In the first quarter of 2012, Xichai diesel engine sales exceeded 100,000 units, and its market share increased by 4.5 percentage points from the same period of last year, ranking second in the industry. Xichai Aowei 11-litre wins favor with its high-end quality and excellent performance. The installed capacity exceeds 6,000 units, and the bus market and overseas markets increase by 29.43% and 29.05%, becoming the biggest highlight of the engine industry.
What forces have made all the products of Xichai go on the market once again?
“The marketing service quality is the improvement and continuation of Xichai's product quality. When the products are hot, Xichai people also ensure that the quality service can be followed up quicklyâ€. The deputy general manager of Xichai Sales Company’s director of service stated that the increasingly standardized and efficient construction of Xichai's service system is the most direct and concentrated expression of user satisfaction. He said that Xichai's strategy of serving first was to enhance the construction of the service system to the strategic level, and service leadership and quality leadership were listed as major components and important supports of Xichai's development strategy, and a series of Xichai service upgrades were launched. The "combination boxing". According to an authoritative survey report, Xichai ranks first in the self-owned brand camp in terms of the speed of satisfaction with after-sales service. This shows that the majority of users are increasingly interested in Xichai products.
Fast "response speed" service to achieve "seamless docking"
"Time is money, saving customers time, is to help customers indirectly accumulate wealth; effective use of time is an effective way to improve customer satisfaction." Xiehai user service room director told (Reporter), for the user, the car is Making money tools is the time saving and worry saving. He said that Xichai is improving its service response speed by creating a new service model.
"Xichai 400 service hotline service is faster than 110." Indeed, Xichai requested help from the market users to ensure that nearby service stations and Xichai overseas agencies were disposed of within 20 minutes. At the same time, Xichai conducted regular, quantitative, fixed, and active visits to users, service stations, and vehicle manufacturers every month. Telephone callbacks and satisfaction surveys. According to the director of Xichai's customer service department, Xichai currently has more than 1600 service networks nationwide, and the service coverage in the country has reached a seamless connection of 50 kilometers. This guarantees customer service, especially for outbound services. Once the Xican engine has a problem, it can provide on-site service at the first time, ensuring that 100% of the quality issues are resolved, and returning 100% of the requesting services, eliminating users. Worry.
"Special accessories storage base, the implementation of "point-to-point" parts direct supply, save time and worry for the user." Reporter learned that in order to improve service response speed, Xichai is currently established in many regions of the country a "special accessories storage "And through the implementation of "point-to-point" accessories direct supply, greatly reducing the adjustment time. At the same time, a set of electronic monitoring system has been established, and full-time monitoring of reconciliation parts and 100% return visits to end-users have been carried out to ensure the timely arrival of adjustments. At present, Xichai has stipulated in detail that within 1,000 kilometers, more than 1,000 kilometers must reach 100% within the required number of days.
“Xichai's electronic service system is fast and clear, which improves customer satisfaction.†The reporter learned from the Xiehai user service room that in order to improve service response speed, Xichai has not only improved the service quality and hardware facilities of the service station, but also has been fully operational. The service system-TDS system interfaces with the ERP system to realize the full-system closed-loop control of service information flow and real logistics, realizing real-time query of engine information, real-time transmission of financial data, and realizing timely feedback of secondary claims information. The input of service information laid the data foundation for statistics and analysis of service claim information and quality information. In particular, the “promotion of censorship in different places†has greatly shortened the settlement period. At present, it has been promoted to 18 provinces across the country and all of them have been implemented in different places. For self-settlement three-packet old parts, Xichai has all returned packages according to the supplier's classification, and the supplier has been transferred according to the three-package list. The rate of self-declared old parts has reached 100% for 10 consecutive months.
Maintaining "top-notch" service pursues "perfect"
“Good product performance and quality are the foundation for Xichai's after-sales customer satisfaction.†Xiechai’s customer service training supervisor told reporters, “2011 was the largest year for Xichai natural gas engine market, to enhance the terminal. The use of users and service stations to maintain and maintain the skills, Xichai adopted a new service training model, so that "when the engine is sold, where the training will follow". The move was welcomed by large users of Xichee natural gas engine buses in Wuxi Bus, Changzhou Bus, Nanjing Bus, Dongying, Harbin, and Longkou. They said with satisfaction that Xichai Engine is a national brand believed by the Chinese people. The pursuit of perfection, let people use more at ease. In fact, in order to effectively improve the service level of after-sale maintenance technicians, Xichai has established a complete set of scientific and sound service training systems. Each service personnel of Xichai must undergo systematic and comprehensive training. From pre-sales to after-sales, the entire process strictly follows the scientific standards and comprehensively upgrades the level of maintenance services. He said that in order to improve the service level of maintenance technicians, Xican designed a modular training material specifically to make the training materials more targeted and practical. At the same time, the training materials were also formed as solidified materials, making Xichai's service training model more scientific. Sex. In the past two years, the total number of maintenance technicians trained by Xichai has exceeded 5,000.
"Upgrading difficult issues through the Internet and other hardware and software upgrades, and licensing more than 100 service technicians to conduct regional consultations, not only hastened the speed of problem solving, but also improved customer satisfaction." Xiecha trainers It was pleased to tell the reporter that Xichai established a typical fault case and set up a market service technical support team to collect and establish a typical fault case library. The online troubleshooting and on-site support provided timely solutions to various engine problems in the market. Symptoms, the timely disposal of problems has reached 99%.
“The efficient service of Xichai service personnel is the key to Xichai’s establishment of market position and competitive advantage.†In fact, Xichai adopted a series of industry leaders through the launch of after-sales service skill contests for outstanding service providers. The training of technical standards and scientific systems was subsumed into the core service talent pool of Xichai, and more than 100 service technicians were appointed to conduct regional consultations. The major problems of the service stations were solved in the regional markets and not only accelerated. Solve the problem speed and improve customer satisfaction. Many users of Xichai report that “The accuracy of Xichai’s rapid fault diagnosis and the timeliness of problem-solving have already taken the lead in the industry.â€
Guarantee "zero fault" service standards "convergence international"
“Xichai’s high-quality, high-efficiency, and high-level services are reflected in the active service consciousness.†It can be said that Xichai takes the “four seasons care†service as the entry point for users of each season, from spring to summer. From autumn to winter, not only formed a complete set of service system, but also established and improved response mechanisms to respond to changes in service quickly. In particular, in recent years, through the establishment of a large-scale service guarantee mechanism, and from major events such as the Olympic Games to the Shanghai World Expo, the Shenzhen Universiade, and the Asian Games, the large-scale service guarantee system of Xichai upgraded not only enhanced the service brand, but also won More users’ word of mouth
“Realizing regional linkages and responding to user needs in 24 hours; service network coverage, comprehensive spare parts reserves, and clear regional division of labor.†During the 2010 Shanghai World Expo, Xichai’s services ensured the safety of more than 1,600 environmentally friendly passenger cars equipped with Xichai engines. The service guarantee activities of “serving Expo vehicles and upgrading the Xichai brand†are deeply rooted in people’s hearts. In 2011, more than 4,600 units of Xichai's green power to help the Grand Canal not only displayed unique charm in Pengcheng, but also implemented a rapid service response mechanism that won a wide reputation for Xichai's own brand. As Huang Yi, Deputy Chief Technology Officer of Shenzhen Bus Group said, “FAW Xichai is the most complete service protection system I have seen...â€
“Xichai service should align with the service level of the car industry, especially in terms of business service capabilities, to provide service standards equivalent to car 4S stores.†General Manager of Xichai Sale Company stated that with the increasing export volume of Xichai products The number of export trucks supporting Xichai has reached more than 20, and the number of export bus manufacturers has also increased to 6, especially the Liberated J6 heavy trucks equipped with Aowei engines. It has appeared in Latin America, the Middle East, and Central Africa. Countries and regions. In order to gradually bring service standards and international standards into practice and provide the most professional, fastest, and most satisfactory sales services to customers at home and abroad, Xichai has innovated a new overseas service model and solved the problem of after-sales service as the most bottleneck in overseas markets. Global Market Competitive Advantage: Xichai has established its own service network to fully implement service models and improve customer satisfaction. On the other hand, it gradually integrates with international standards in overseas service standards and has established overseas central banks and overseas offices. In the last year alone, Xichai has been able to dispatch overseas staff for Pakistan, Zimbabwe, India, Mongolia, Iran, Saudi Arabia, Oman, and Cameroon.
With the service-first behavioral strategy, the construction of the service system was upgraded to the strategic level. To interpret Xichai’s service core capabilities, it may be possible to find out why Xichai’s service satisfaction with the engine industry has been rising. (Chen Yan)
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