1, responsible for assisting the general manager to take care of the affairs of three companies, namely, English Drama, InBev and He Ying.
2. Be responsible for investigating and studying the management status of the enterprise (Yingju Yingbo Heying, the same below), considering the problems found and combining the characteristics of the enterprise, and putting forward the rectification plan and submitting it to the company for discussion.
3. Be responsible for analyzing the enterprise's work norms and related management processes (such as order process and production process), writing specific rectification plans in line with the actual situation of the enterprise according to the existing problems, and submitting them to the company for discussion.
4. According to the general manager's goal requirements, plan the company's overall work and goals, decompose the stage work goals, and come up with specific plans. And track the results and put forward suggestions for improvement.
5. Work out the management consultant's work plan (including annual work plan, monthly work plan and weekly work plan), and report the completion of the plan to the general manager on schedule.
6. Analyze and plan the rationality of the company's human resource structure and the company's salary management system. This paper analyzes the organizational structure of the company, and puts forward some reasonable suggestions on improving the employment mechanism and post setting of the enterprise.
7. Analyze the rationality of the company's management process, design the effective management process of each department in line with the actual situation of the enterprise, and establish a set of operational factory operation mode in line with the actual situation of the enterprise.
8. Analyze the rationality of company documents and systems, and design practical and effective documents and systems for enterprises.
9. Analyze and plan the rationality of the company's corporate culture, so as to create a novel and suitable mechanism for introducing, educating and retaining talents.
10. Analyze and plan the rationality of the company's team building, and build a strong team with high efficiency, pragmatism, unity and innovation for the enterprise.
1 1. Carry out reasonable training work, formulate the company's annual training plan and put it in place.
12, do a good job in the management consultation of various positions within the company, communicate with problems in time and give reasonable solutions.
13. Analyze and plan the rationality of the company's cost input, design and follow up more reasonable control methods for enterprises in cost control, and timely discover and analyze the phenomenon of high cost input and waste in the operation process of enterprises. Put forward improvement suggestions in time and follow up the implementation process.
14, as the general manager's staff, plays a connecting role.
15, responsible for the arrangement, implementation, inspection, supervision and implementation of the specific management work of the enterprise under the leadership of the general manager.
Implementation status.
16, assist the general manager in various management and supervise and inspect the implementation. Assist the general manager to track the work assigned by each department and analyze the work results.
17. assist the general manager to investigate and understand the company's operation and management, and put forward opinions or suggestions for the general manager to make decisions.
18, organize and record the general manager's office meeting and other related meetings. Do a good job in drafting and publishing resolutions, decisions and other documents.
19. Cooperate with the general manager to handle external public relations (government, important customers, etc.). ); Responsible for the reception and visit of the leaders of superior departments or brother units.
20. Assist the general manager to formulate, implement and implement various business development strategies and plans to achieve business management objectives.
2 1. Assist the general manager to make strategic planning, annual business plan and work target decomposition in each stage.
22. Draft the company's work summaries at various stages and other official documents.
23. Assist the general manager to manage the company's operation and various functional departments, coordinate the relationship between internal departments, convene and organize relevant personnel to communicate and coordinate in the form of meetings when necessary, and be responsible for tracking the contents of meetings.
24. Track the realization of the company's business objectives, and provide analysis opinions and suggestions for improvement.
25. Analyze the company's business plan, sales strategy and capital operation, and provide relevant solutions to the general manager.
26. Assist the general manager to plan the company's corporate culture and strategic development, and cooperate with the administrative personnel department to carry out corporate culture work.
27. Assist the general manager to formulate important management systems, rules, norms, development plans and work processes, and be responsible for continuous improvement and optimization.
28. Organize and evaluate the administrative needs put forward by various departments, provide solutions and implement them effectively.
29. Responsible for drafting important documents of the general manager.
30. Be a good staff member of the enterprise and make suggestions for the enterprise. Complete the temporary work delivered by the company.
Part II: Responsibilities of the consultant position.
1. Actively, enthusiastically and friendly receive customers, learn more about their needs, actively cooperate with customers to complete the fault diagnosis of their own vehicles, and determine the maintenance items and maintenance prices.
2, according to the wishes of customers, workshop workload and spare parts supply, timely and reasonably arrange maintenance plan and actively follow up the whole process, at the same time do a good job of customer explanation.
3, responsible for the active implementation of vehicle protection measures, responsible for the maintenance of vehicle seats, steering wheel, gear lever, pedal pad and other intuitive components to install protective covers.
4. Remind customers to take out valuables in the car in time to avoid customer losses and related disputes.
5. Actively provide users with reference suggestions on maintenance contents and put forward basic and accurate quotations.
6. Actively introduce and recommend various after-sales service projects and preferential promotions to customers.
7. If additional maintenance items are needed, the customer must be informed in time, negotiated with the customer in a friendly way, and obtained the user's permission and confirmation.
8. If the maintenance work is delayed and the car cannot be delivered at the scheduled time, the user should be informed as soon as possible, and the customer should do a good job of explanation and take corresponding remedial measures.
9. If the scooter is provided to the customer due to overhaul, it shall be reported to the superior leader in time and make a positive response to the customer according to the actual arrangement of the company.
10, actively implement and reasonably complete the scheduled maintenance projects according to the maintenance workload of the workshop and the relevant needs of customers.
1 1. Fill in the maintenance dispatch, vehicle file card, maintenance registration form, customer maintenance file and other information carefully, and be responsible for its standardization, completeness, accuracy and confidentiality.
12, responsible for the settlement of maintenance services and the handling of relevant procedures for vehicle delivery according to company regulations.
13. Be responsible for explaining all maintenance services to customers and providing daily knowledge and suggestions on vehicle maintenance.
14. Actively collect and feed back all kinds of quality information, technical information and fault information to serve the company's related service decision.
15, actively register the order, follow up the process, and notify the arrival of missing parts.
16. Carry out customer reception, maintenance progress follow-up and vehicle delivery in strict accordance with the nine steps required by the manufacturer.
17. Complete other tasks assigned by the leaders.
The third part: the responsibilities and contents of the service consultant position.
Job responsibilities:
1, providing customer consultation service.
2. Establish customer files and analyze customer groups.
3. Receive customers according to Chery's procedures and standards.
4. Carry out reminders, appointments and personalized family services.
5. Handle customer complaints
6. Service tracking
Working standards:
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 or negotiation on automobile beauty, the business department shall make a list of the customer's relevant information and establish a file within the day after completing the relevant formalities or negotiation. The relevant information of the customer includes: the customer's name, address, telephone number, delivery or visit date, vehicle model, vehicle number, vehicle model, maintenance items, maintenance cycle, next maintenance cycle and the service that the customer wants.
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 the "next step" service, such as informing the customer of scheduled maintenance, informing the company of preferential activities, informing the customer to enter the factory on time for maintenance or free testing, etc.
3. Contact customers by phone or letter, and provide follow-up services.
4. Business inquiry and diagnosis: When a customer asks for maintenance, our receptionist should listen carefully and attentively, and then speak in a professional manner.
Answer customers' questions. When a customer's vehicle needs technical diagnosis to make a maintenance decision, it should be approved by the guest room first, and then our personnel will start technical diagnosis. When the reception staff has technical problems, they should immediately notify the full-time technical personnel of the technical department to assist the reception parking space quickly so as to complete the technical diagnosis as soon as possible. After the technical diagnosis is completed, you should immediately print or fill in the diagnosis book, make clear the fault or problem of the vehicle, then tell the customer the diagnosis situation and maintenance suggestions, and submit the test diagnosis form to the customer, so that the customer can know more about his car condition.
5, business negotiation work content:
(1) Negotiate with customers or propose maintenance items, determine the maintenance content, charging pricing and delivery time, and determine whether customers have other requirements, and fill all the above contents in the "Factory Maintenance Form" for customers to have a look and decide whether to enter the factory. (2) If the customer agrees to enter the factory for maintenance after reviewing the "incoming maintenance form", please politely ask him to sign the customer's signature column for confirmation; If you don't agree or make an appointment to enter the factory for maintenance, the receptionist should take the initiative to inform and guide the customer to go through the formalities of entering the factory at the cashier's office-get the Notice of Entering the Factory, and if we diagnose or evaluate it, we should also inform the customer to pay the diagnosis fee or evaluation fee; After completing the formalities, you should politely send the customer out of the factory and greet him with "Please go away and welcome to come again".
Job requirements: when negotiating with customers, we should be sincere, confident, considerate, neither humble nor humble, tolerant and flexible, and adhere to the concept that "customers are always right". We should not be dissatisfied with customers who are not in the factory for maintenance, but should maintain a consistent friendly attitude.
6. Maintenance valuation in business negotiation
Work content: when determining the maintenance pricing with customers, the "system pricing" is generally adopted, that is, the maintenance fee is charged according to the system involved in troubleshooting; If it is difficult to find the system involved in the fault for a while, you can also use "phenomenon evaluation", that is, charging for maintenance with the goal of eliminating the fault phenomenon. This method is risky, and our personnel should consider the risk value when pricing. "Project pricing" can be adopted for maintenance with low technical content, corresponding market price, or maintenance specified by customers, that is, charging according to actual maintenance workload. This method sometimes can't guarantee the quality, so you should make the necessary explanation to the customer in advance. In the negotiation of maintenance evaluation, it is necessary to make clear whether the maintenance parts are provided by us or customers, and whether the original factory parts or sub-factory parts are used; We should also explain to the customer that if the customer buys spare parts by himself or insists on using auxiliary factory parts of key components, we should show that the technical quality is not guaranteed and explain it on the "Purchase Maintenance Form".
7. Commitment to maintenance quality and delivery time in business negotiation.
Work content: In business negotiation, we should make a clear quality assurance commitment to customers and introduce our company's specific regulations on quality assurance to customers. It is necessary to promise the delivery time under the current production situation of the company, leaving room. Special consideration should be given to the supply of auto parts.
8. Go through the delivery formalities.
Job description: After the customer signs the maintenance contract (i.e. the maintenance order), the receptionist should go through the delivery formalities with the customer as soon as possible; Receive the customer's on-board documents (especially the second-warranty and annual inspection vehicles) and verify the validity, integrity and completeness of the documents. If there is any difference, explain it to the customer and deal with it accordingly, and ask the customer to sign the difference. When the receiving vehicle is repaired, the appearance, inner surface and instrument seat of the receiving vehicle shall be visually inspected to confirm whether there is any abnormality. If there is any abnormality, it should be noted on the "incoming maintenance form"; Tools and articles on board the vehicle shall be counted and registered, and the customer shall sign the "List of Articles on board the vehicle" (see "List of Articles on board the vehicle" for details), and put the tools and articles into the storage box specially provided for vehicle users. When picking up the car, the car key (master switch key) should be registered and numbered and placed in a unified car key cabinet. Record the figures on the oil meter and odometer at that time. If the car is sent to the workshop for repair immediately, when the car is handed over to the workshop, the person in charge of the car must go through the formalities of signing the car.
9, polite to send customers
Job description: After the customer has gone through all the maintenance procedures, the receptionist should politely inform the customer that all the procedures have been completed and politely hint that he can leave. If the customer leaves, the receptionist should get up to meet the customer, or send the customer to the door of the business hall and say, "Please leave, I'm afraid it's not far away." .
10, go through the formalities of sending the car to the factory.
Job description: (1) After the customer leaves, the "incoming maintenance list" will be cleared quickly (at this time, some vehicle statistics will be registered through the computer at the same time). If it is a single group operation, the business department will directly fill in the maintenance operation group; When working in multiple groups, the "incoming maintenance sheet" should be submitted to the workshop supervisor for handling. (2) The business receptionist will inform the vehicle to be cleaned, and then send the vehicle to the workshop for maintenance, and submit it to the workshop supervisor or dispatcher, and submit the "incoming maintenance form" attached to the vehicle, and ask the receiver to sign in the designated column of the "incoming maintenance form", indicating the time of receiving the vehicle, which should be accurate to ten minutes.
1 1. Handling of extra maintenance items
Job Description: After receiving the information about additional maintenance items from the workshop, the business department should immediately contact customers by telephone and ask their opinions on additional maintenance. At the same time, the customer should be informed of the construction delay caused by the addition. After getting a clear answer from the customer, immediately transfer to the workshop. If the customer does not agree to the additional maintenance project, the business receptionist can verbally inform the workshop and record the notification time and recipient in the workshop; If the addition is agreed, a "Purchase Maintenance Form" will be issued to fill in the additional maintenance items, which will be immediately submitted to the workshop supervisor or dispatcher, and the delivery time will be recorded.
12, query the work progress.
Work content: The business department regularly asks the workshop about the completion of maintenance tasks according to the production progress, and the inquiry time is generally set at 70% to 80% of the estimated maintenance cycle. Ask about the completion time and whether there is any abnormality in maintenance. If there is any abnormality, emergency measures should be taken immediately to try not to delay the construction period.
13. Inform the customer to pick up the car.
Work content: make corresponding preparations for vehicle delivery: after the vehicle delivered in the workshop is completed and accepted, the business personnel will clean the vehicle for the last time; Clean the car, check whether the appearance is normal, count the work and articles on the car and put them in the car. The settlement personnel shall summarize and calculate all the documents of the vehicle, and notify and collect the relevant documents of the workshop and parts department before.