Improving Transportation Efficiency Dongfeng Cummins Convenes 2016 Service Conference
This year's Dongfeng Cummins Service Conference is divided into service conference, commendation conference and topic discussion. Among them, more than 60% of the service providers participating in this year's conference have worked with Dongfeng Cummins for over 10 years.
Dongfeng Cummins 2016 service annual meeting site
30 years of service concept and service system have been continuously improved
Dongfeng Cummins Party Committee Secretary and Deputy General Manager Huang Naixu made opening remarks. In the coming year, Dongfeng Cummins will use the concept of excellent customer support throughout the whole process of service work to enhance competitiveness, spread points, improve service timeliness and effectiveness. The company has made considerable progress in reducing customer use costs, and thanks the partners for their long-standing contribution to the creation of a service brand for Dongfeng Cummins.
Ray Yunqing, general manager of Dongfeng Cummins Marketing Co., Ltd. said in his work report that in 2016, domestic demand for heavy-duty trucks was picking up, especially in the fourth quarter, which was stimulated by excessive regulations, and the market’s short-term demand recovery growth was rapid. “In this year, Dongfeng Cummins performed better in the market of trucks, special vehicles and overseas passenger vehicles.â€
Lei Yunqing pointed out that in 2016, with the changes in China's medium-heavy-duty truck market and customer demand environment, the future competition in the service market will inevitably intensify. Changes in market demand have also brought about changes in domestic post-market services. This change in demand is mainly reflected in three aspects. First, customers are increasingly centralized and collectivized, resulting in the concentration of service needs. The maintenance of new generations and on-site services has become the new normality of the post-market. Second, the demand for specialization has increased. With the upgrading of engine emission technologies, the electronic control of power products is more common, which requires the specialization of maintenance service technology; Third, the increase in personalized demand, the differentiation of customer groups and application conditions and other factors have brought service demand. The difference shows that the demand for personalized service products in the future will become increasingly common.
According to reports, 2016 was the 30th year of cooperation between Dongfeng and Cummins. The two sides have experienced a common growth process, and the service concept has also been continuously improved with the changes in the market.
Liu Jun, the deputy general manager of the marketing company, conducted the annual service work report. He recalled the change of service concept of Dongfeng Cummins: In 1999, Dongfeng Cummins proposed the service concept of “giving benefits to service and delivering to usersâ€, and by 2003 it would be “providing first-class products for first-class serviceâ€; Expert service to make the world go smoothly. In 2016, it expanded to "full life cycle service." Changes in these service concepts all reflect changes in the market and customer needs.
In terms of service functions and positioning, Liu Jun stated that Dongfeng Cummins has gone through simple maintenance and has grown into a comprehensive service system covering service technology, service management, customer service, spare parts and regional management. Its service indicators have also evolved from a single point of view. To many dimensions. In terms of service product development, Dongfeng Cummins currently has a total of 37 service products in six categories, equipped with multiple multi-functional service vehicles, and has continuous and substantial investment in service tools every year.
“In 2003, our service included only customer satisfaction and quality compensation trends, and gradually increased the NPS, primary repair rate, non-adjusted service ratio, first order fulfillment rate, order transit time, and 48-hour repair rate. , 24 hours repair rate, which all reflect the continuous improvement of service standards and standards; non-tuning services, a continuous improvement in the rate of completion has now reached more than 99%; service network, Dongfeng Cummins from 'more' Developed to 'sharpen', the technical capabilities have been continuously enhanced; the efficiency of repairs has been greatly improved."
Respond to market changes to improve service products and skills
Responding to the new market situation and changes, Liu Jun said in his 2017 service work plan that in the future, with the increase in transportation efficiency and product quality, the market demand for and increase in the medium- and heavy-duty card will decrease, and Dongfeng Cummins Marketing Services Work will focus on the improvement of transport efficiency.
"In the future development plan of the service system, Dongfeng Cummins will implement service productization and product platform, and enhance the value of customers' use throughout the life cycle. In the future, Dongfeng Cummins will focus on the development of fast repair and quick check points to build an efficient service network; Tailor-made service products; reduce customer maintenance costs, provide standardized maintenance, enhance customer service experience; at the same time, develop postmarketing systems, trace authenticity, and visualize and transparently maintain the maintenance process; further build low-cost, high-efficiency Parts distribution channels," said Liu Jun.
Finally, Xiong Zhenhong, General Manager of Dongfeng Cummins, gave a concluding speech titled "Join Hands and Lead the Future," from Dongfeng Cummins' leading "Bapingchai" product, advanced and efficient operating system, and partners in the past three decades. A review of win-win progress and the artisan spirit demonstrated by the Dongfeng Cummins people revealed that one after another, pride and joy created by the Dongkang people and partners touched the mind and caused many resonances among the participants.
Dongfeng Cummins General Manager Xiong Zhenhong
The conference also commended several service providers and service staff who have made outstanding contributions to building service brands for Dongfeng Cummins. During the conference, the participants also organized group discussions on special topics such as low-cost maintenance, marketing systems, quick repair and construction, service product promotion and spare parts business.
Jointly witnessed some service provider partners who have grown up with the service of Dongfeng Cummins
The industry is dedicated to professionalism. Facing the many challenges brought about by the upgrading of emission regulations, customer requirements, professional level of the industry, and the application of Internet technology, Dongfeng Cummins proposed that services must pursue excellence and must meet the customer’s desire to continuously reduce maintenance costs. Realize the convenience of the service and the availability of spare parts, and support the personalized service needs of the product throughout the life cycle of the system. “Dongfeng Cummins’ service spirit has been passed down. Where is the customer and where we are, this is our responsibility. We advocate '36524', which is all service personnel of Dongfeng Cummins and our partners in 24 hours of 365 days.†-- More than 15,000 staff of service providers work together to provide better customer service and help customers create greater value."
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