In 2010, Yuchai Group actively arranged its work according to the goals set at the beginning of the year and achieved outstanding results. At the beginning of 2010, Yuchai put forward a sales strategy of "sales, post-sales, and technology" at the annual marketing meeting.

Three important indicators one does not relax

For many years of front-line market research, the author once asked many customers to prioritize the various needs of after-sales services. In summary, the top three requirements for customer after-sales service are: service response speed, technical ability to solve problems, and Accessories network. The three indicators are the core content of the normal operating needs of the vehicle, and also the key to ensuring the maximum operational benefits of after-sales services.

The first index service response speed includes many specific requirements, and any one of the shortcomings will limit the service energy and quality.

First, the optimized service network is the hardware guarantee of service response speed.

This requires high requirements for the service network. In addition to having a large number of service stations, the layout needs to be optimized to meet the service response speed requirements. Yuchai's service stations reached 2,000 in 2010. It is distributed in every province in the country, including distant Tibet, and is basically sinking to the county and township level. The service station layout seamlessly connects with a radius of 50 kilometers. This ensures the security of customer service, especially out of service.

In 2010, Yuchai put forward the concept of service station layout at the same level as the service and sales network, and "level 1 core management, level 2 and level 3 support," to ensure current service advantages, optimize network layout, and ensure services. Synchronize with the market.

Second, service attitude is the soft power of service response speed. To ensure the service attitude of the service station, Yuchai invested a lot of resources and energy. Yuchai has increased its service station to its business partners. In the core philosophy of Yuchai, the service station is bigger and stronger. It is Yuchai's pursuit. It is Yuchai's service station that can constantly roll benign, bigger, and stronger, and Yuchai's Basic concept requirements. On the one hand, Yuchai’s technical training station has continuously trained its service stations. At present, there are 800 service stations nationwide that can provide electronic control services. On the one hand, in 2010, Yuchai took the initiative to increase service man-hours fees by 30%. All expenses were settled in cash. Many initiatives prompted the enthusiasm of the service stations and actively took the lead in service attitude.

Thirdly, the bright prospects of service partners are the strategic guarantee for leading and sustainable Yuchai Power Services.

In 2010, Yuchai Service raised the issue of further improving service attitude and put forward the concept of cooperation and upgrade of core service partners. The service station will serve as a part of Yuchai’s development, sharing the success of Yuchai, taking responsibility for Yuchai, and creating conditions to lead the service system to raise the after-sales service from the business to the height of the business. Thus formed the common business map of "Yuchai Power - Yuchai Service Station - Yuchai Customers".

The second indicator is the technical ability to solve problems and is the core of services. Services that cannot effectively solve problems cannot be called services.

The construction of Yuchai’s technical capacity has been painstakingly done, especially with the arrival of China’s 3 electronic control era. The development of service capabilities has become extremely important. The ability of Yuchai after-sales system to solve problems also comes from the control of core technical capabilities. Yuchai is currently the engine with the strongest self-calibration capability in the engine industry. The core technical capabilities make the service in the electronic control era fast and proactive.

The third indicator is the rapid supply capability of spare parts, which is an important support for effective service closure. An important part of effective service is the fast supply of spare parts. If there are no spare parts, the service will not be able to achieve effective closed-loop service.

The network layout of Yuchai Spare Parts Services and the scientific spare parts reserve capacity are worthy of recognition. The construction of Yuchai's spare parts network is implemented in a dual-track system. Each city has a central bank. Distributors and service stations in all provinces have the ability to reserve conventional parts. Delays in dealers and service stations' own networks will make Yuchai's spare parts spread throughout. One includes every corner of the county and township market.

The ability to reserve spare parts for science is a smart move to ensure service. Through the analysis of the maintenance data of 2.8 million Yuchai machines in the market, Yuchai’s spare parts reserves are classified according to their frequency of use, importance, level of value, etc. Different spare parts reserve points are reserved according to the market demand of parts and components. At the same time as the customer needs, it can effectively use capital resources to better perform benign reserves of spare parts.

"E" service provides intelligent solutions

In the era of electronic control, network technology is the core of successful engine maintenance services. In 2010, Yuchai Power started the "E" service .

First of all, Yuchai builds unlimited technical capabilities and efficiently services customers through its online platform.

In 2010, Yuchai established a large-scale network service area platform and realized online technical training and online experience exchange. In addition to completing the training of the headquarters on the service station, all service personnel can share the experience of self-control services in the above exchanges, thus greatly enhancing the ability to solve problems.

The future network service platform will be upgraded to Yuchai’s e-school, which will become the cradle for the training of excellent electronically controlled maintenance personnel.

Second, expert diagnostic systems have traditionally upgraded.

The expert diagnosis system upgrades the traditional after-sales service and serves as the intelligent service extension for the Yuchai E steward. This makes Yuchai E stewards stand out on the basis of many smart services. In addition to the five well-known functions: safe driving management, remote fault alarm management, fuel consumption management, maintenance management, and vehicle line matching management, the expert diagnostic system also gives The unique competitive advantage of the Yuchai E steward made the simple service rise to provide intelligent solutions.

Engine is the core component of passenger cars, has been the service is engine failure, engine and professional services personnel to the scene to locate the fault judgment based on experience, due to the different experience after-sales service engineers, led to deal with the problem of speed and quality are different, need Every engineer has top-level experience to ensure a high level of service.

Yuchai Power entered the era of electronic control, using the " Yuchai E butler + expert diagnostic system" to jointly complete the upgrade of electronically controlled engine services, which has made engine services into the E era, and has also set a new benchmark in the era of electronic control services. .

The electronically controlled engine can automatically classify its own problems. The current intelligent passenger vehicles can complete the output of the fault codes, and subsequent manual codes need to be solved. With a deep understanding of the engine, Yuchai can provide smarter engine failure solutions. Yuchai used network technology to set up a dedicated network service background and integrated all the engine failures and processing methods encountered on the network platform. Through the fault code transmitted back by the E-manager, the fault was judged. Then provide specific steps to solve the problem, and can provide operational steps through the display to guide the solution.

The emergence of expert diagnostic systems can integrate Yuchai's many years of technical resources and experience, so that the technical level of Yuchai's power single service personnel can directly rise to the highest level of the company, thus improving the maintenance technology capabilities of Yuchai's electronically controlled engines. And after-sales service quality.

The expert diagnosis system is an important follow-up support platform for the Yuchai E steward, which increases the "intelligent diagnosis" to the "provide intelligent solutions" and provides intelligent solution capabilities. It is the unique core value of the smart bus era that provides "nuclear" energy for satisfactory service.

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January 16, 2019