汽車售后服務(wù)運(yùn)營管理手冊

1、1汽車售后服務(wù)運(yùn)營管理標(biāo)準(zhǔn)手冊汽車售后服務(wù)運(yùn)營管理標(biāo)準(zhǔn)手冊李夙文李夙文二〇一〇年十二月二〇一〇年十二月34.4維修顧問助理崗位職位說明書.......................................424.5車間主管崗位職位說明書...........................................434.6技術(shù)主管.............................................

2、............444.7培訓(xùn)師崗位職位說明書.............................................454.8維修質(zhì)檢員崗位職位說明書.........................................464.9保修鑒定員崗位職位說明書.........................................474.10車間調(diào)度崗位職位說明書...............

3、...........................484.11維修技師崗位說明書..............................................494.12實(shí)習(xí)維修技師崗位職位說明書......................................504.13鈑金維修技師崗位職位說明書......................................514.14油漆維修技師崗位職位說明

4、書......................................524.15洗車美容技師崗位職位說明書......................................534.16職務(wù)名稱：工具資料管理員........................................544.17服務(wù)司機(jī)崗位職位說明書..........................................554.18配

5、件主管崗位職位說明書..........................................564.19配件計(jì)劃員崗位職位說明書........................................574.20配件管理員崗位職位說明書........................................584.21服務(wù)信息員崗位職位說明書..................................

6、......595售后服務(wù)人力資源建設(shè)..................................................605.1售后服務(wù)人員招聘.................................................605.2售后服務(wù)員工個(gè)人發(fā)展規(guī)劃管理.....................................625.3新員工聘用管理，試用、實(shí)習(xí)程序.............

7、......................635.4解聘員工管理，解聘程序，解聘面談及記錄...........................646售后服務(wù)人員績效考核和崗位考核評(píng)級(jí)....................................656.1售后服務(wù)部薪資績效考核...........................................666.2績效考核方案主要有業(yè)績指標(biāo)和管理指標(biāo)組成.......

8、..................66三.售后服務(wù)團(tuán)隊(duì)管理..........................................................681.人員培訓(xùn)...............................................................681.1售后服務(wù)培訓(xùn)管理體系.............................................6

9、81.2售后服務(wù)員工個(gè)人培訓(xùn)管理體系標(biāo)準(zhǔn)，...............................681.3培訓(xùn)計(jì)劃.........................................................701.4月度培訓(xùn)計(jì)劃及達(dá)成...............................................711.5員工培訓(xùn)計(jì)劃..............................

10、.......................721.6外出培訓(xùn)總結(jié).....................................................731.7培訓(xùn)記錄.........................................................742.主要關(guān)鍵崗位AB角培訓(xùn)和替換...........................................752.1基

11、本原則.........................................................752.2關(guān)鍵崗位互換（AB角）參考標(biāo)準(zhǔn)....................................752.3AB角色互換實(shí)施要求..............................................753.售后服務(wù)技能競賽管理標(biāo)準(zhǔn)...........................

12、....................763.1售后服務(wù)技能競賽的目的...........................................763.3主要競賽項(xiàng)目和要求...............................................763.4技能競賽激勵(lì)機(jī)制.................................................763.5服務(wù)部服務(wù)競賽活動(dòng)計(jì)劃..