Going to the "3·15" Consumer Rights Day. Today, with the increasingly fierce competition in the commercial vehicle market, services are becoming more and more important. A direct measure of the after-sales service of a company is customer satisfaction, so that every customer is satisfied, is the goal pursued by the company, and is also a magic weapon to expand market share.
With the adjustment of China's economic structure, it is difficult for commercial vehicle production and sales to continue to grow at a high speed. Excessive production capacity has intensified competition, and national environmental protection and safety regulations have become increasingly strict, placing higher demands on products. At the same time, the needs of users have also changed, not only for tangible products, but also for intangible services. Under such circumstances, commercial vehicle enterprises are innovating and changing. While increasing investment in technology research and development and upgrading products, they grasp market trends, meet customer needs, deepen service innovation models, and carry out strategic transformation around services.
■Service measures are pragmatic. Commercial vehicle companies are paying more attention to the after-sales service while occupying the market. The slogans such as “the service provider gets the world†and “sell the product is the service†are recognized by most companies. Some companies not only launch distinctive service brands, but also provide more proactive and pragmatic services.
China National Heavy Duty Truck Co., Ltd. registered the “Family Service†service brand in 1999 and has been strengthening its service work for more than ten years. Since last year, the heavy truck user service center has launched active services and changed to “passive maintenance for preventive maintenanceâ€. Active service work is carried out in many provinces and cities, and users are actively trained in vehicle maintenance and driver operation. When new products come out, service trainers go deep into the front line and actively conduct new product training for users and service station technicians. In 2015, according to the models that are suitable for sale in different regions, China National Heavy Duty Truck Co., Ltd. plans to conduct targeted maintenance training for the National IV engine in a variety of ways to improve the maintenance level of the service station.
Hualing Xingma not only independently develops and produces core assemblies such as truck engines and transmissions, but also strengthens the professional training of after-sales systems. At the beginning of last year, Huama Xingma's after-sales service company Kama Company set up a training department to increase training support and software and hardware investment, and continuously strengthen training organization and coordination functions.
Ge Xiaosheng, general manager of Kama Corporation, introduced that Kama company implements full-time training. All personnel must participate in after-sales service training, including senior executives such as general manager and deputy general manager, as well as non-front-line service personnel such as dispatching and purchasing. For the disassembly and assembly training of the engine, the foreign personnel are required to participate in the training 100%, and the engine after disassembly and assembly must be ignited. This year, in addition to continuing to implement the “please come in†measure, Kama’s training will also increase the “going out†work, relying on suppliers, combining market activities and customer characteristics, and focusing on regional or irregular Local service stations conduct training on new product repair skills and product knowledge.
â– Using information technology to upgrade services For commercial vehicle users, while selecting products, they are also choosing efficient, convenient and fast services, even value-added services. Users buy commercial vehicles and use them as production materials and money-making tools. With the help of information management platform, enterprises can remotely manage and deploy commercial vehicles, which can help users improve their use efficiency, save the cost of use, and bring economic benefits. It can also urge dealers and service providers to improve service quality and level.
Suzhou Jinlong's G-BOS intelligent operation system firstly introduced the concept of “vehicle networking†in the passenger car industry. The “Tianxingjian†of Shaanxi Automobile, the “An Jietong†of Yutong, and the “Dragon Wing†of Dajinlong successively It is widely used in commercial vehicles.
At the 2015 annual business meeting, Shaanxi Auto released the “Rolling Wheel†service platform to integrate products and services online. The platform uses advanced technologies such as the Internet of Things, Internet of Vehicles, Big Data, Mobile Internet, and Intelligent Transportation to provide diversified services to truck customers through smart phones, car networking terminals, and PCs.
â– Promoting business transformation with user needs After experiencing rapid development in the past few years, many commercial vehicle companies realized that to enhance market competitiveness, they must not only have excellent products, but also win customers through distinctive services and win the market. Most commercial vehicle companies are actively exploring ways to improve service levels through different service initiatives, thereby enhancing brand image and value. More companies have taken user needs as an entry point for strategic transformation and won in the competition.
After the launch of the “intimate†service brand, Shaanxi Auto transformed the traditional manufacturing and sales-oriented business model into a service-oriented manufacturing model, and strived to provide customers with services covering the entire life cycle of products. Fang Hongwei, chairman of Shaanxi Automobile Holding Group, believes that the transformation to service manufacturing enterprises will find demand, meet demand and create demand. To discover the deep-rooted real needs of customers, integrate superior resources, meet individual needs with personalized solutions, create maximum customer value, and create new customer needs.
In addition to Shaanxi Auto, there are also people in the industry who consider integrating the industrial chain around the after-sales service to serve the users. Working in a commercial vehicle company for many years, Mr. Jing told reporters that he was brewing a few years ago and wanted to carry out business in this area nationwide.
Mr. Jing said that the object of commercial vehicle after-sales service is different from that of passenger cars, and there are individual users and group customers such as enterprises and institutions. Users are sensitive to time and price, and if they spend a lot of money and time on after-sales service, they will directly affect their income. At the same time, due to the influence of the use environment, the frequency of failures is relatively high, and the number of times of receiving after-sales service is relatively high. The main items of commercial vehicle after-sales service are maintenance and repair. If the parts cannot be supplied in time, it will directly affect the efficiency of maintenance.
Mr. Jing believes that the domestic commercial vehicle after-sales service is relatively lagging behind, and the regional differences are large. If the after-sales service is the core of the industrial chain integration, the information system can concentrate resources and improve the service response capability. At the same time, we can understand the needs of users, provide more value-added services to users, and discover service opportunities in the commercial vehicle industry chain.
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