Dongfeng Cummins: Solidifying the "Expert Services" Foundation with the Big Game

Dongfeng Cummins: Solidifying the "Expert Services" Foundation with the Big Game

"Expert Services, Run the World" is a service brand launched by Dongfeng Cummins Engine Company, a domestic engine company. Recently, Dongfeng Cummins completed a three-month service contest and several "service experts" emerged, making the foundation of "expert services" more extensive and solid.

Grand Finals Opening Ceremony

It is reported that the major contest began in June 2010 and ended in September. It is divided into two stages: preliminaries and finals. The preliminaries started in nine competition venues in Wuhan, Xi’an, Yangzhou, Nanchang, Kunming, Chengdu, Urumqi, Shijiazhuang and Shenyang. The participants included nearly 100 Dongfeng Cummins employees and 720 service engineers from 240 service providers. Personal first place was obtained by Wei Hongjie, a southwest service engineer with 7 years experience in Dongfeng Cummins engine service. The first group of service agents was picked up by Huazhong District Zhengzhou Fengkang Auto Parts Sales Co., Ltd. This is also Dongfeng Cummins’ largest ever professional service technician "Huantai".

The contest contest written test site

The reporter learned that Dongfeng Cummins's "service match" competition is closely related to the actual work and consists of two parts: theory and practice. It mainly includes three items: network management, claims management, and engine diagnosis. The theoretical examination examines contestants' service policies and CRM. The depth and breadth of maintenance theoretical knowledge of system reports, electronically controlled engine fault diagnosis and troubleshooting, etc., service policies are the focus of this part of the assessment, and are closely related to the user, and service personnel can only quickly respond to user's problems by proficiently mastering; Some of them examine the maintenance capabilities of players during the service process, the timeliness of processing problems, and the teamwork spirit. “The actual operation time is very tight. To exclude all the faults within a relatively limited period of time requires the service engineer to have a certain amount of experience. These experiences come from practice and communicate with the users. It is fundamental to find out the problems and solve problems. Where." Said Wei Hongjie, the first winner of the contest. In fact, it is adhering to the concept of “learning in practice and improving in practice”. Dongfeng Cummins has only one batch after another of expert service engineers. The relevant leader of Dongfeng Cummins said that "service competition" is only the beginning and similar competitions will continue to be carried out to provide service personnel with a platform for continuous technical exchange and sharing.

Actual operation

In fact, the basic services include maintenance and communication. A sound service system and standardized service process are only the basis for improving user satisfaction. The professional skills and communication interface of service engineers are the key to determining the customer experience. It is precisely because of this that Dongfeng Cummins has established a long-term training mechanism to carry out diverse service skills competitions and strengthen the professional skills and service skills of service engineers so that services are not “cross-air dialogues” but actual support, thereby helping companies to lead again. "Serve this last kilometer."

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