K HIU V VIT TTTMC (Toyota Motor Corporation): Tp on Toyota Nht Bn TMV (Toyota Motor Vietnam) : Cng ty Toyota Vit Nam TSA (Toyota Service Advisor) : Chng trnh o to c vn dch v TEAM21 : Chng trnh o to ca Toyota Partshipping : Phiu xut hng TCCS : H thng iu khin bng my ECT : Hp s iu khin in t 4WD : Hai cu ch ng BP TEAM : Chng trnh o to ng sn PDS : Bo dng trc khi giao xe T-TEP (Toyota : Chng trinh o to k thut vin Toyota BP-TTEP : Chng trnh o to ng sn Toyota VIN : S nhn dng xe Body paint : ng sn SOP : K hng t trc A/C : iu ha khng kh SST : Dng c c bit VIP (verry impotant pepleo) : Ngi quan trng RO : Lnh sa cha VDQI : Tn t chc nh gi nng lc doanh nghip ETA : EPC : Catalo ph tng in t BO : t hng khn SO : t hng tn kho TQS : Dch v cht lng Toyota 4S l t vit tt ca : Seiri (chn lc) : Seition (ngn np) : Seiso (qut dn v lau ra) : Seiketsu (phn loi v loi b cc th khng cn thit) TV : Ti vi TT : T trng CVKT : C vn k thut Q : Qun c CVDV : C vn dch v LSC : Lnh sa cha UIC : Cng ty Bo him United Insurance TNHH : Trch nhim hu hn GTVT : Giao thng vn ti

1

CHNG I

KHI QUT V QUN L DCH V TI. Chc nng v mc tiu ca phng dch v i l 1. i l t l g? i l l mt doanh nghip c lp c vn ring v ph hp vi tiu chun ng nht ca Toyota. Lc lng bn hng ca i l m nhim vic bn xe ca Toyota v phng ph tng cung cp ph tng v ph kin chnh phm ca Toyota. Thng qua phng dch v, i l thc hin cng vic bo dng v cc cng vic sa cha cn thit 2. Mc tiu ca cc hot ng ca i l Cung cp cho th trng cc loi xe v ph tng, ng thi m bo s an ton v thch th ca khch hng khi li xe Kim dc li nhun thng qua vic mang li cho khch hng s hi lng v lng tin vo dch v ca Toyota, ng thi mang li thu nhp n nh cho nhn vin, ban qun l v cc c ng 3. Chc nng v mc tiu Cung cp dch v sa cha v bo dng chuyn nghip em li s an ton v thun tin cho khch hng t khi mua xe mi ti ln mua tip theo. Phng dch v l phng duy nht trong i l c mi quan h lu nht vi khch hng Thu thng tin mi nht v sn phm v cc vn k thut thng qua cc kinh nghim c v chuyn ti nh phn phi. Nhng thng tin ny gip cho Toyota sn xut nhng chic xe Thc hin 2 mc tiu trn t c nhng kt qu sau To nn tng vng vng cho vic bn xe v bn li xe, ph tng v dch v C c li nhun n nh v khng b nh hng bi s giao ng ca nn kinh t, m bo s thnh vng v tnh n nh cng vic ca i l 4. Tm quan trng Lng trung thnh v lng tin ca khch hng l ti sn quan trng ca i l, v phng dch v gi vai tr quan trng nht trong vic thc y ti sn ny pht trin. Ni cch khc, khng mt phng no c nh hng quyt nh ti s hi lng ca khch hng nh phng dch v Phng dch v, cng vi phng bn hng, l mt trong nhng phng ln nht c cc hot ng bn hng. Thu nhn phng ny ng gp ch yu vo s phn vinh v n nh ti chnh ca i l II. Chc nng ca i l t 1. Vic phn phi xe 1.1 Cc hnh thc mua bn xe Hin nay cc cng ty t c rt nhiu cch qung b, gii thiu n khch hng cc mu m kiu dng xe, mt s hnh thc c s dng rt ph bin nh: Rao bn qua mng internet Qung co trn bo, i, ti vi Dng cc bin qung co trn cc tuyn ng quc l. Khi mua xe, khch hng c th la chn cho mnh mt trong hai hnh thc: mua bn tr gp, hoc mua bn thng thng. i vi nhng khch hng ang rt cn mt chic xe hi thun tin cho cng vic ca mnh nhng cha c tin, nu h chng minh c mc thu nhp hng thng c th tr gp cho vic mua xe v h c th thu chp cho cng ty th cc cng ty t sn sng bn cho h theo hnh thc tr gp. y l mt trong nhng hnh thc mua bn rt hay, c nhiu khch hng a chung, chnh v th m Toyota ly c lng tin ngi tiu dng, v chim c v tr hng u trn th trng t Vit Nam. 2

1.2 Mua xe tr gp 1.2.1 Mua bn tr gp l g? L tr trc mt phn tin mua xe, phn cn thiu s vay ngn hng ri hng thng tr dn cho ngn hng c gc v li - theo phung thc tr li - trong sut thi gian tr gp. V d: Khch hng A mua tr gp xe INNOVAG tr gi 28.000USD theo phng thc: TR TRC 30% = 8.400USD, phn cn li l 19.600USD s vay ngn hng vi li sut 1,1% thng v tr gp trong 3 nm ( C th: sau khi tnh ton, mi thng khch hng A phi tr 662USD, theo quy tc tr li ). Vic tr gp c th kt thc sm trc hn ngay khi khch hng c iu kin tr ht phn tin cn thiu cho ngn hng. V d: Trong trng hp nu trn: Sau khi tr gp c 3 thng, khch hng A c 1 khon tin ln do ngi thn nc ngoi gi v. Lc ny (nu mun), khch hng A c th tr ht phn tin cn n cho ngn hng, kt thc sm vic mua xe tr gp. 1.2.2 Nhng i tng thch hp nht vi hnh thc mua xe tr gp: Doanh nhn, doanh nghip: nhng ngi c kh nng s dng tin kinh doanh sinh li nhiu hn l t l li sut tin cho vay ca ngn hng. Nhng ngi rt cn s dng xe, s c tin mua xe trong mt tng lai gn nhng hin ti cha tp trung tin mua xe tr thng. 1.2.3 Cc hnh thc mua xe tr gp C 2 hnh thc: Mua tr gp v Thu mua ti chnh. a. Mua tr gp i tng c mua tr gp: Cng ty c phn, cng ty TNHH, doanh nghip t nhn, c nhn. Thi hn tr gp: ti a 3 nm. Tr trc ti thiu: 40% gi tr xe v Mua bo him ton b xe trong thi gian tr gp. Ti sn bo m: chnh l chic xe t mi nh mua. Nu bo m bng bt ng sn hoc giy t c gi tr th mc tr trc ti thiu c th thp hn mc 40%. Hng thng khch hng tr mt mc tin c nh (gm tin gc + li) theo quy tc tr li. ng k xe mang tn khch hng. Trng hp ti sn bo m chnh l chic xe mi nh mua th trong sut thi gian mua tr gp: khch hng cn phi mua bo him thn v xe v ngn hng s gi Giy ng k xe. (Khch hng c cp giy chng nhn hp php lu hnh xe bnh thng). b. Thu mua ti chnh i tng c thu mua: Cng ty c phn, cng ty TNHH, doanh nghip t nhn. Thi hn thu mua ti a: 5 nm Tr trc ti thiu: 20% ng k xe mang tn cng ty cho thu ti chnh v c chuyn i thnh tn khch hng sau khi kt thc hp ng thu mua. Cc iu kin khc ging nh hnh thc tr gp. Cc bc chnh mua xe tr gp Bc 1: Khch hng k hp ng mua xe v tr trc mt phn tin cho cng ty bn xe. Bc 2: Nhn vin bn xe s gii thiu mt s ngn hng chuyn lm tr gp (hoc khch hng c th t tm ngn hng cho mnh, nu mun). i din ngn hng s gp khch hng thm nh d n cho vay vn v hon tt cc th tc mua xe tr gp. Bc 3: Ngay khi nhn c giy bo lnh ca ngn hng, cng ty bn xe s cng khch hng em xe i ng k... 1.2.4 Cc giy t cn c khi mua xe tr gp a. C nhn mua tr gp cn chun b : Chng minh th nhn dn H khu 3

Ngoi ra tu trng hp c th, khch hng c th cn chun b thm mt s giy t khc lin quan. b. Doanh nghip mua tr gp hoc thu mua ti chnh cn chun b: Giy php thnh lp ng k kinh doanh Ngoi ra tu trng hp c th, khch hng c th cn chun b thm mt s giy t khc lin quan (V d: bo co thu 2 nm gn nht, quyt nh b nhim gim c v k ton trng ...) 1.2.5 Nhng vn lu khi mua xe tr gp Vic mua xe tr gp gm 2 phn cng vic chnh c lp l: Tm mua chic xe mi ng vi gi c hp l Vay vn ngn hng mua xe tr gp. Trng hp bn khng cng tc trong ngnh ngn hng: Vic vay vn mua xe tr gp l mt cng on rt phc tp, cn c mt ngi chuyn lm tr gp hng dn, h tr. Thng thng, khi mua xe tr gp, nhn vin bn xe s kim lun vic hng dn khch hng lm th tc vay vn. Nu nhn vin bn xe lm tr gp khng chuyn hoc mi quan h vi cc ngn hng khng rng, khch hng c th gp nhng vn sau: Li sut vay cao + phi tr trc cao. Th tc thm nh ko di - mt thi gian, lu c nhn xe. Khng c vay vn do mt s iu kin ca khch hng khng p ng c yu cu thm nh ca ngn hng. Lng tin mua bo him thn v xe ln. Pht sinh nhiu vn khc ... Cch khc phc nhc im trn l tm xe v mua xe mi nh bnh thng, cn phn vic vay vn ngn hng lm tr gp hy tm mt ngi chuyn nghip vi quan h rng ng ra m nhim. Lm tr gp - th mnh ca cng ty Toyota Mua xe mi v lm tr gp l hai phn cng vic c lp. Giao phn vic lm tr gp cho chng ti tc l bn tm ng ngui ng ch, tch kim thi gian v kinh t. S chuyn nghip v cc mi quan h rng ca chng ti s gip ch nhiu cho qu khch... Nhn vin ngn hng do Toyota gii thiu s n gp qu khch hng dn v hon tt cc th tc tr gp trong thi gian sm nht. Ngoi ra, cng ty Toyota v cc ngn hng c chnh sch h tr c bit cho qu khch mua xe l hoc mua s lng ln. 2. Cc hnh thc hu mi ca Toyota Cc hnh thc hu mi ca Toyota gm c: Chng trnh li th xe Kha hng dn s dng v chm sc xe Bo him v bo hnh xe 2.1 Chng trnh li th xe Cng ty t Toyota Vit Nam (TMV) l hng i tin phong chng trnh li th xe, to iu kin thun li ti a cho cc ch xe Toyota tng lai tm hiu v nh gi v chic xe nh mua. Vi mc ch gip khch hng c quyt nh ng n trc khi mua xe, chng trnh li th xe c t chc cho mi khch hng c nhu cu thng qua cc i l Toyota trn ton quc. Thng qua li th, ngoi vic nhn vin bn hng gii thiu trc tip, khch hng s t cm nhn nhng u im v tin nghi ca xe. i vi nhng khch hng khng th n phng trng by, cc nhn vin bn hng s a xe n tn ni lm vic hoc ti nh cho khch hng i th xe. 4

Chng trnh nhn c s hng ng tch cc t pha khch hng v c thc hin thng xuyn ti cc i l ca Toyota trn ton quc. Khi khch hng n mua xe, sau khi la chn mu m kiu dng xong, nu khch hng ng th k nhn vo cc bin bn hp ng v vi ngy sau, xe s c giao n tn ni. Cc giy t bo hnh, hng dn s dng cng s c giao n tn tay khch hng. Khch hng mua xe s c dy mt kha hng dn s dng v chm sc xe. 2.2 Kha hng dn s dng s dng chm sc xe Chic xe ca bn l mt khon u t quan trng. V vy, vic tm hiu v ch ng thc hin vic bo dng chic xe ca mnh l ht sc cn thit bo v khon u t ny. S dng v bo dng xe ng cch s ko di tui th chic xe. Do , ngoi vic hiu r k thut li xe an ton v tun th hng dn v quy nh v bo dng xe ca nh sn xut, bn cn hiu r tnh nng, c ch hot ng v cch s dng mt s thit b an ton trn xe nh dy an ton, ti kh, h thng chng b cng phanh, v.v. Hiu c kh khn ca ngi s dng, Toyota Vit Nam kt hp vi cc i l ca Toyota trn ton quc lin tc t chc cc kho hng dn s dng v chm sc xe cho khch hng mi mua xe Toyota. T nm 2001 n nay, nhiu kho hng dn s dng v chm sc xe c t chc cho hng ngn khch hng. Cc kho hng dn ny thc s thnh cng v gii p c nhng thc mc ca khch hng k c nhng vn nh nht, b sung cho khch hng nhng kin thc c bn v k thut s dng xe Toyota ng cch, hng dn bo dng nh k v t bo dng t kim tra n gin. Bn cnh , cc chnh sch mi hoc thng tin v quyn li khch hng cng c gii thiu v cp nht. c bit, cc kho ny cn gii thiu cho khch hng nhng kinh nghim s dng xe ph hp vi iu kin c th Vit Nam.Vi cc Kha hng dn s dng v chm sc xe, Toyota m bo cho vic u t ca khch hng vo chic xe Toyota s l phng n u t hiu qu v kinh t. 2.3 Bo him v bo hnh xe a. Bo him Hin ti Vit nam c 3 loi hnh bo him i vi t ang lu hnh bao gm trch nhim ca ch xe i vi pha th 3 (bo him nh nc bt buc), bo him cho ngi trn xe v bo him vt cht xe. Chng trnh bo him bn tay chuyn nghip ca Toyota vi s hp tc ca Cng ty Bo him Bo Minh v Cng ty Bo him United Insurance (UIC) thc hin gii quyt cc vn v tn hi vt cht. Hin ti Vit nam c 3 loi hnh bo him i vi t ang lu hnh bao gm trch nhim ca ch xe i vi pha th 3 (bo him nh nc bt buc), bo him cho ngi trn xe v bo him vt cht xe. Chng trnh bo him bn tay chuyn nghip ca Toyota vi s hp tc ca Cng ty Bo him Bo Minh v Cng ty Bo him United Insurance (UIC) thc hin gii quyt cc vn v tn hi vt cht.

2.4

Bo hnh

5

Thi hn bo hnh c bn trong vng 36 thng hay 100.000km ty thuc iu kin no n trc, Toyota m bo s sa cha hoc thay th bt k ph tng no ca xe Toyota mi b hng hc, trong iu kin hot ng bnh thng, do nguyn liu khng tt hay do li lp rp, tr nhng iu ghi trong mc "Nhng g khng c bo hnh". Bo hnh vn p dng khi xe c chuyn nhng cho nhng ch xe khc. Nhng hng mc bo hnh c quy : Thi hn bo hnh cho c quy l 12 thng hoc 20.000km tu iu kin no ti trc. Lp xe : c bo hnh theo mt ch ring ca nh sn xut lp Mi sa cha thuc ch bo hnh (ph tng v/hoc cng lao ng) l min ph. Phm vi p dng bo hnh : Vic bo hnh ch p dng trong phm vi Vit Nam. Nhng g khng c bo hnh : Nhng yu t ngoi kim sot ca nh sn xut Nhng sa cha hay iu chnh do s dng sai (i qu nhanh, ch qu nng), cu th, sa, thay i, t tho lp cc b phn xe, sa cha iu chnh khng ng k thut, tai nn, lp thm ph tng/ph kin, khng thuc ch bo hnh. Xc sn do , n mn do m phm khng c bo hnh. H hi hay b n mn do mi trng nh ma axit, ha cht, nha cy, mui, h, ma bo sm chp, l lt v nhng tc ng t nhin khc khng c bo hnh. Khng bo dng xe dng sai nguyn liu, du bi trn. Sa cha, iu chnh do bo dng xe khng ph hp, khng bo dng hay dng nhin liu, du bi trn khc vi nhng loi ghi trong cun "Hng dn s dng" khng thuc ch bo hnh. Chi ph bo dng thuc trch nhim ca ch xe Ch xe c trch nhim bo dng xe nh kim tra hot ng ca my, thay du bi trn, ra xe, nh bng, thay bu lc, nc lm mt, buzi, cu ch, thay chi gt ma, m phanh, a cn mn. l vic bo dng thng xuyn cho mi loi xe. Ting ng bnh thng, xe rung, gim gi tr t nhin Ting ng bnh thng, xe rung, s n mn hay b gim gi tr t nhin nh ng mu, bin dng, t vt, khng c bo hnh. Thay i ng h o : Mi hng hc i vi chic xe no b thay i hay iu chnh ng h cng-tmt dn n khng xc nh c s o chnh xc u khng c bo hnh Chi ph ph : Thit hi ph hoc hu qu km theo nh gi in thoi, mt thi gian, nh vic hay thit hi v thng mi khng thuc ch bo hnh. 3. ng dy nng phn hi thng tin n nh my Khi bn gp vn v chic xe ca mnh, hay bn mun phn nh thi lm vic ca nhn vin hay bn mun hi thm gi c th trng xe hi bn c th lin lc qua ng dy nng, nhn vin ca Toyota lun sn sng phc v v gii p thc mc cho khch hng. Khi c vn dch v nhn c thng tin t khch hng, lp tc gi cng vn n ban qun l, ban qun l gi n nh my nhm iu chnh sai st kp thi.

6

CHNG II

QUN L NHN S TRONG PHNG DCH VI. S nhn s tng quan ca phng dch v

PDV

CVDV

TT SC

HT

BPPT

TP.CV DV

CVDV

Q

P

CVKT

NVPV NVPT

NVK

CVDV

KTV

TN

KTK

NVVT

CH THCH : PDV CVDV TP.CVDV TTSC Q P CVKT KTV HT NVPV TN BPPT NVPT NVK KTK NVVT : Phng dch v : C vn dch v : Trng phng c vn dch v : Trc tip sa cha : Qun c : iu phi : C vn k thut : K thut vin : H tr : Nhn vin phc v : Thu ngn : B phn ph tng : Nhn vin ph tng : Nhn vin k thut : K ton kho : Nhn vin vt t

7

II. C vn dch v 1. Trng phng dch v 1.1 Tiu chun nh gi Phi bo m mang li s hi lng cho khch hng m bo cung cp cho khch hng dch v vi tiu chun cao v cht lng Tng trng th phn Mang li li nhun cao t hot ng dch v m bo cc chi ph c gim st m bo mang li s hi lng ca nhn vin t cc ch tiu v hot ng, li nhun ca i l t cc tiu chun v hot ng c hng dn bi TMV, TMC 1.2 Nhim v chnh Lp k hoch, t chc, lnh o, gim st tt c cc hot ng ca phng dch v Thit lp cc quy trnh hot ng, m t cng vic, b tr nhn s cho cc v tr cng vic Gim st vic thc hin h thng hn v thc y h thng hn t ch tiu hot ng ca phng dch v, gim st vic thc hin Thc y cc hot ng lm hi lng khch hng Theo di cc trng hp khch hng khng hi lng Gim st cc trng hp bo hnh v cc gii quyt thin ch cho khch hng, cc trng hp ngoi l cho khch hng c bit Gim st cht lng lm vic t K thut vin thng qua kt qu bo co kim tra cht lng, xe quay li, khch hng phn nn Phi hp vi C vn k thut ph trch o to nh gi nng lc ca nhn vin phng dch v (hng nm) nhm ra k hoch o to ph hp, phi hp vi TMV, nh cung cp vt t thit b t chc cc kha o to cn thit, o to ni b nh gi gi tr ng gp ca nhn vin (theo thng) phn chia tin nng xut, tin thng cho nhn vin Thc y quan h vi khch hng H tr C vn dch v tip khch hng v hng dn gii quyt cc trng hp khch VIP Duyt cc hp ng sa cha, h tr C vn dch v phng n sa cha i vi cc xe c h hng cn sa cha nhiu, quyt nh chi hoa hng ngoi mc bnh thng Can thip n hot ng ph tng m bo b phn ph tng h tr tt cho phng dch v Thc hin hp nh k dch v 2 tun/1 ln Gim st mi trng lm vic ca phng dch v v cc vn v an ton Thng xuyn hp, lm vic vi nhn vin TMV m bo hot ng hiu qu ca phng dch v qua vic trang b y dng c trang thit b, gim st vic bo dng trang thit b Thit lp cc chin lc kinh doanh pht trin cc dch v mi, tm kim khch hng mi Theo di cc khch hng ln, gim st vic gn gi khch hng ca C vn dch v Gim st v thc y vic theo di sau sa cha ca C vn dch v Phn tch cc s liu hot ng nh k (6 thng), so snh vi cc i th cnh tranh, phn tch hiu qu ca cc chin dch ni b Thit lp v thc y h thng nhc khch hng thc hin bo dng Lp bo co hot ng dch v ph tng cho gim c, TMV

8

2. C vn dch v l ai? Khi khch hng mang xe ti trm, mt ai i din cho trm lng nghe yu cu ca khch hng, a ra nhng li khuyn v nhng phn m khch hng khng bit ti, vit phiu yu cu sa cha v khi hon thnh, gii thch cng vic lm cho khch hng. Ngoi ra ngi i din khng nhng phi c kh nng gii quyt yu cu sa cha m cn thc hin tt c cng vic lin quan ti khch hng ca trm C vn dch v l chc danh c Toyota cp cho ngi ph v khch hng chuyn nghip, ngi c kin thc chuyn nghip v sn phm v cng ngh t, ng thi c k nng phc v khch hng. Ti Toyota, C vn dch v c phn bit r vi ngi vit dch v v l tn 3. Vai tr ca C vn dch v Thc hin Quy trnh 7 bc ph v khch hng t bc tip khch hng n bc theo di sau sa cha Tr li nhng cu hi v xe v cc dch v lin quan, a ra nhng li khuyn v nhng vn cn nhn mnh, a ra nhng k nng li xe cho khch hng Gii quyt nhng khiu ni n gin ca khch hng 4. Tm quan trng ca C vn dch v Khch hng coi C vn dch v nh l mt ngi i din cho i l. Nhng i vi nhng ngi cn li trong i l, anh l ngi i din cho quyn li v mi quan tm ca khch hng C vn dch v nng cao s hi lng ca khch hng Cht lng ca cng vic ph thuc rt nhiu vo kh nng lng nghe thng tin ca khch hng v cc h hng, v truyn t nhng thng tin ny ti k thut vin bng vn bn v bng li ca C vn dch v K nng phc v khch hng ca C vn dch v cng c nh hng rt ln n quyt nh ca khch hng c quay tr li trm v gii thiu vi nhng ngi khc hay khng C vn dch v xem xt nhu cu dch v v cung cp dch v cho khch hng C vn dch v to dng nn hnh nh i l : i vi khch hng, C vn dch v khng ch l mt c nhn m cn l ngi i din cho i l Toyota, n tng ca C vn dch v v lng tin khch hng vo anh ta phn nh c i l. n tng v lng tin ny s c truyn ming trong cng ng v c nh hng ti vic nh gi chung ca ton i l. Thc cht, C vn dch v i din cho ton i l C vn dch v xy dng mi quan h tt vi khch hng: khch hng mang xe ti trm dch v, bc ti quy tip tn vi ni s hi nhng khng nh ni s hi ti phng ch ca bc s nha khoa. Mt khi C vn dch v hiu c vic ny, C vn dch v s d dng chp nhn rng chng ta phi c gng lm cho khch hng cm thy thoi mi. C nhiu cch C vn dch v thc hin iu ny. Ngoi nhng li khuyn chuyn nghip, thnh thong mt vi cu vui a cng h cm thy nh nh. 5. Cng vic ca C vn dch v Hng ngy tip khch hng (trc tip hoc qua in thoi), hiu ng cc yu cu ca khch hng, t vn, gii p cc yu cu ca khch hng (thng tin v ph tng, gi, thi gian c hng ) Thc hin cc cng vic ng theo quy trnh 7 bc phc v khch hng t bc hn khch hng n theo di sau sa cha Khuyn khch khch hng s dng h thng hn, nhn cuc hn, nhp thng tin vo mng ni b ca Toyota, chun b trc lnh sa cha, thng o cho nhn vin ph tng t hng, chun b ph tng Tip khch hng, xc nhn tnh trng xe khch hng, lng nghe cc yu cu ca khch hng, bng kinh nghim k thut ca mnh khai thc thm thng tin, truyn cc thng tin yu cu ca khch hng qua phiu yu cu cng vic chuyn xung xng Nhn kt qu kim tra t xng, hiu ng vn , gii thch cho khch hng, ni dung cn thc hin ph tng cn thay, thi gian v chi ph, chun b phiu bo gi nu khch 9

hng yu cu (cn s h tr ca nhn vin ph tng v m s, gi, thi gian c ph tng) Khch hng ng sa cha, pht hnh lnh sa cha, chuyn xung xng, m bo thng tin ca khch hng c ghi y trong lnh sa cha. Thc hin ng quy trnh v bo hnh, thng tin hp ng Theo di tin cng vic, thng tin kp thi cho khch hng nhng cng vic pht sinh hay cc thay i v chi ph v thi gian giao xe, nu khch hng ng pht hnh cc lnh sa cha b sung Gii thch cho khch hng v cc khon chi ph, gii thch vi khch hng gi tr ca cc khon chi ph b ra ngay ti xe ca khch hng, tr li c cho khch hng m bo rng cc yu cu ca khch hng c gii quyt, xe sch s trc khi giao xe cho khch hng Lm chit tnh: xc nhn chi ph nhn cng, chi ph ph tng, lm bng quyt ton chi tit cho khch hng, tp kt h s chuyn cho k ton dch v, xc nh chi ph m khch hng khng phi tr (chi ph khuyn mi, chi ph ni b, bo hnh) Thc hin theo di sau sa cha, ghi nhn kin nh gi ca khch hng, bo co kt qu theo di sau sa cha, thng bo cho trng phng dch v cc trng hp khch hng khng hi lng Khi c khiu ni ca khch hng thng bo ngay cho trng phng hoc trong kh nng c th gii quyt cho khch hng trong thi gian nhanh nht c th, theo di m bo khch hng hi lng m bo thng tin v khch hng, thng tin v xe, thng tin lch s sa cha c cp nhn y v chnh xc Thc hin vic nhc khch hng bo dng, trong mi c hi tip khch hng, a ra hnh nh cht lng dch v v tm kim c hi bn hng, tm cc nhu cu khc ca khch hng v p ng Tham gia tch cc trong cc chng trnh ci thin nng cao hn na cht lng phc v khch hng, tng hiu sut lm vic ca nhn s v trang thit b

6. Chng trnh o to C vn dch v 6.1 Mc tiu Nh phn phi cung cp ch dn ph hp v chc nng cng vic tiu chun cho C vn dch v cc i l Thc y s pht trin ca C vn dch v bng cch h tr ci thin k nng qun l dch v v phc v khch hng, ng thi m rng kin thc v k thut v sn phm Nng cao v tr ca C vn dch v C vn dch v lm vic lu di ti i l 6.2 Tm tt Chng trnh TSA bao gm 3 giai on v h thng cp chng ch 2 giai on. Chng trnh o to 3 giai on bao gm giai on c s, giai on 1 v giai on 2 Phn loi Chc danh Kim tra cp chng ch Kinh nghim lm C vn dch v ti i l Toyota t nht 2 nm t nht 3 nm Kha o to tham d Giai on 1 Giai on 2 Ngi yu cu cng nhn

C vn dch v Toyota C vn dich v Toyota cao cp

Giai on 1 Giai on 2

Trng phng dch v ca i l Trng phng dch v ca i l

6.3 Cc mc o to cho tng giai on 6.3.1 Giai on c s 10

Th t K nng phc v KH v qun l dch v 6.3.2 1 6.3.3 2

Ti liu o to Cc hot ng ca trm dch v 1

Ni dung o to Giy t, s dng cun nh mc gi cng, t hng ph tng, s dng h s khch hng

Quy trnh chun Quy trnh 7 bc phc v khch hng (t bc phc v khch hn gp khch hng n theo di sau sa cha hng (c s) Kin thc chung v t - Cc thng s k thut - Tn cc b phn - Nguyn vt liu (cht bi trn, c quy ) - Ph tng chnh hiu (thnh phn m ph tng, phng php tham kho m ph tng) - S hng dn s dng, s bo hnh - Ti liu k thut (hng dn sa cha, t gii thiu xe mi ) - Hot ng ca cc h thng v c cu mi nh TCCS, ECT, 4WD

Th t 1

Kin thc v k thut v sn phm

3

6.3.2 Giai on 1 Ti liu o to Vai tr v mc tiu ca phng dch v Vai tr v mc tiu ca C vn dch v Hot ng ca i l K nng c bn phc v khch hng Quy trnh chun phc v khch hng Gii quyt khiu ni Giao tip qua in thoi Bo dng nh k C cu v hot ng Chun on Ni dung o to Vai tr, s cn thit, c cu t chc, trch nhim, khi nim TQS, th trng, k hoch v chng trnh dch v hng nm Vai tr, s cn thit, tay ngh, phn loi o to v cp chng ch Quy trnh v chnh sch bo hnh, chin dch c bit, cc hot ng gi khch hng, kim sot cht lng Ai l khch hng? Cch n mc, hnh dng bn thn, cho hi, thi tn tnh, giao tip Quy trnh 7 bc phc v khch hng (t bc hn khch hng ti theo di sau sa cha) Gi v sinh cc thit b cho khch hng Nhng nguyn tc, quy trnh c bn, cc trng hp in hnh/thc hnh Nhng nguyn tc, quy trnh c bn, cc trng hp in hnh/ thc hnh - Mc ch v s cn thit - Cc ph tng thay th trong bo dng nh k - Lch bo dng v cc mc bo dng Cu trc v hot ng c bn (ng c, ly hp, hp s, h thng treo ) Cu hi tin chun on C vn dch v t cc cu hi xc minh li cc triu chng h hng v k thut v h tr K thut vin khc phc h hng 11

K nng phc v KH v qun l dch v Kin thc k thut v sn phm

2

3

4

5

6 7 8

9 10

6.3.3 Giai on 2 Th t 1 K nng phc v KH v qun l dch v Ti liu o to Qun l cc hot ng hng ngy ca i l dch v Ci thin cng vic ca C vn dch v Giao tip trong i l Cc hot ng gi khch hng Cc c cu v hot ng Ni dung o to Phn tch cc hot ng ca trm dch v, s dng cc ch s chnh v dch v, ch s v s hi lng ca khch hng Phng php qun l cht lng, chng trnh nng cao s hi lng ca khch hng, trng hp in hnh, chng trnh theo di khch hng Giao tip vi phng dch v, cc C vn dch v dch v khc, qun c, K thut vin - Chng trnh theo di khch hng - Thc y vic bn dch v - Cu trc v hot ng - ng c: ng c, h thng bi trn - H thng nhin liu: m t h thng, m t b ch ha kh - B vi sai: cu trc v hot ng, m t b vi sai hn ch trt Sch hng dn khc phc h hng v cu hi tin chun on. Cc bc c bn v t duy trong vic khc ph h hng

2

3 4 5

Kin thc k thut v sn phm

6

Chun on

6.4 Ti liu o to Th t 1 2 3 4 5 6 7 8 9 10 11 12 Giai on Giai on c s Tn cc n phm Hng dn cho C vn dch v Ch dn cho trng phng dch v K nng phc v khch hng Kin thc chung v t K nng phc v khch hng Bo dng nh k Cc c cu ca t: cu trc v hot ng (c bn) Cu hi tin chun on K nng c bn v qun l i l Cc c cu ca t: cu trc v hot ng (cao cp) Cu hi tin chun on H chiu

Giai on 1

Giai on 2

6.5 u im ca chng trnh TSA 6.5.1 Khch hng c i x lch s, chnh xc, nhanh chng v dch v tin cy hn ti mi trm dch v ca Toyota, gam s cch bit trong cng khu vc Gim vic sa cha li 6.5.2 C vn dch v Kh nng tip thu mt cch hiu qu nhng kin thc v k nng thng qua vic s dng cc ti liu o to

12

Kh nng tip thu chnh xc v c h thng nhng nng lc cn thit ca C vn dch v do hiu r c mc ch cn t nh gi chnh xc ca cp trn v kh nng ca C vn dch v, lm tng a v, nim t ho v uy tn C nhiu c hi tham gia vo cc chng trnh o to, hi tho III. B phn trc tip sa cha 1. Qun c: l ngi qun l tt c cc lnh vc trong xng sa cha. Nu K thut vin cn gip v mt k thut th qun c gip kim tra li. 1.1 Tiu ch nh gi : Qun c l nhn s qun l ton b K thut vin, xng dch v thng qua cc t trng, vai tr ca qun c c nh gi qua khi lng, cht lng ton b K thut vin xng dch v t c m bo mi trng lm vic cng nh tt c cc trang thit b lun gn gng, sch s v c bo dng tt qua vic phn cng hp l cho cc K thut vin, cc t v gim st vic thc hin Lm cu ni thng tin m bo s thng sut v thng tin qun l gi K thut vin vi ban lnh o v ngc li. 1.2 Nhim v chnh Gim st ton b hot ng ti xng dch v, pht hin nhng bt thng, pht hin nhng bt thng v can thip kp thi k c v tr nhn xe, giao xe ca C vn dch v v l tn H tr cc t trng, K thut vin trong nhng cng vic c vn hoc t trng b qu ti H tr iu phi trong phn cng cng vic hp l cho K thut vin gia cc t hoc cc cng vic cn s phi hp gia cc t Gim st cng vic ca nhn vin gi ngh, kim k nh k cc dng c cc nhn v dng c chuyn dng Qun l nhn s trc tip v k hoch ngh, duyt ngh php, duyt thi gian lm ngoi gi, lp bin bn trong trng hp K thut vin vi phm li Gim st vic thc hin ni quy an ton lao ng, bo v mi trng Phn cng ngi bo dng trang thit b, 4S khu vc lm vic cho cc t v tng c nhn, gim st vic thc hin 4S v bo dng thit b Bo co trc tip cho trng phng dch v 2. iu phi l ngi c trch nhim phn chia cng vic ph hp vi nng lc v thi gian cho tng K thut vin thng qua yu cu sa cha t C vn dch v. iu phi c phn thnh iu phi sa cha chung iu phi Body paint 2.1 iu phi sa cha chung 2.1.1 Tiu ch nh gi m bo ngun lc trc tip (K thut vin, khoang sa cha v thit b), c khai thc sa dng mt cch hp l, mang li hiu qu cao nht m bo iu phi cng vic cho K thut vin v s dng sa cha hp l m bo cng vic sa cha t cht lng cao, giao xe ng hn m bo ghi nhn chnh xc thi gian l thuyt v thi gian thc t s dng ca tt c K thut vin v khoang sa cha Gp phn lm tng hiu sut lm vic qua vic gim thiu nguyn nhn v thi gian dng cng vic Gp phn lm gim s lng xe lu v xe sa cha li 2.1.2 Nhim v chnh 13

Xc nh nng lc ca xng dch v vo mi u ngy qua nhn vin c mt, s lng xe lu, s khoang cn trng, s K thut vin sn sng nhn xe mi Ghi nhn trn giy hoc trn chng trnh my tnh v thi gian l thuyt cng nh thc t ca tt c K thut vin kp thi ln k hoch cng vic, giao vic Nhn lnh sa cha t C vn dch v, tho lun vi t trng nn giao vic cho K thut vin da trn yu cu cng vic, nng lc sa cha t cht lng cao, giao xe ng hn (u tin xe i, xe sa cha li ) Thng xuyn theo di tin thc hin cng vic ca K thut vin, m bo vic giao xe ng xe, xc nhn li vi K thut vin v k hoch sa b thay i do pht sinh h hng mi qun l bng k hoch cng vic Ghi nhn v thng k cc nguyn nhn dn n dng vic, thi gian dng, nguyn nhn dn n lu xe, nguyn nhn dn n vic sa cha li L cu ni thng tin gia K thut vin, nhn vin ph tng m bo thng tin c thng sut p ng cc yu cu thng tin ca C vn dch v v quan st xe xng cn c th nhn vic mi c khng, khi no giao xe, tnh trng cc xe ang sa ai ang thc hin, xe trong qu trnh sa cha c pht sinh vn khng, ang u v tr no 2.2 iu phi Body paint 2.2.1 Tiu ch nh gi L ngi qun l xng ng sn, hiu qu qun l c nh gi hiu qu t c ca ngun lc ng sn (gm c s vt cht trang thit b v con ngi) m bo cc cng vic c yu cu trong lnh sa cha c thc hin y chnh xc vi cht lng cao v giao xe ng gi qua vic thng xuyn gim st, n c K thut vin trong qu trnh thc hin m bo mi trng lm vic cng nh tt c trang thit b lun gn gng, sch s v c bo dng tt qua vic phn cng hp l cho cc K thut vin, cc t v gim st vic thc hin m bo mang li cht lng sn phm cao qua vic thng xuyn hng dn quy trnh kim tra cht lng hoc trc tip kim tra cho tng cng on v cho kt qu cui cng trc khi giao xe cho khch hng Kim sot tt chi ph vt t s dng, trnh s dng lng ph ca K thut vin v kt tp chi ph ng cho tng h s m bo s hi lng cho nhn vin v mi trng lm vic, duy tr tinh thn v ng c lm vic ca K thut vin, gp phn xy dng lng trung thnh ca K thut vin vi i l L cu ni thng tin m bo s thng sut v thng tin qun l gia K thut vin vi ban lnh o v ngc li 2.2.2 Nhim v chnh Lm vic vi C vn dch v hiu r yu cu ca khch hng, t vn cho C vn dch v v khch hng v phng php sa cha, xc nh chi ph v thi gian cn thit cho sa cha Giao dch vi b phn ph tng yu cu t vt t, tp kt chi ph v thng bo cho ph tng vt t dng trn h s, phi hp vi b phn ph tng kim k nh k Giao dch vi nh cung cp cp nht thng tin kin thc sn phm hay nh s h tr k thut t nh cung cp, tham gia cc kha hun luyn Giao vic cho K thut vin theo yu cu cng vic v thi gian cho php ph hp vi nng lc K thut vin, gim st tin thc hin, thng bo cho C vn dch v nu c pht sinh lm nh hng n thi gian giao xe Gim st, hng dn, h tr K thut vin v quy trnh cng vic, phng php thc hin, k thut s dng sn phm, s dng thit b

14

Gim st K thut vin trong kim tra cht lng cho tng cng on, kim tra cht lng cui cng Gim st ton b hot ng ca xng m bo mi trng lm vic sch s, ngn np, an ton vi phong cch chuyn nghip, m bo tiu chun v sinh mi trng Phn cng ngi chu trch nhim duy tr 4S cc khu vc lm vic v bo dng cc trang thit b, dng c, gim st vic thc hin, thng bo cho qun c cc trng hp hng hoc mt thit b hoc cn thit ci tin b sung trang thit b Qun l, xut nhp, cp pht vt t cho K thut vin, pha sn v chnh mu h tr K thut vin khi cn thit Qun l hnh chnh thi gian c mt ca cc K thut vin, k hoch ngh php, sp xp cng vic ngoi gi. Ghi nhn thi gian tham gia cng vic ca K thut vin trn tng h s sa cha, tham gia chia nng sut cho K thut vin Tham gia nh gi K thut vin v nng lc, thi , tinh thn lm vic, t vn cho trng phng dch v v o to pht trin ngun nhn lc nh k hp K thut vin ph bin chnh sch, ni quy, quy trnh lm vic mi, n nhn kin ng gp ca K thut vin trong ci tin cng vic, tng kt v truyn t nguyn vng ca K thut vin ln ban lnh o 3. T trng: l K thut vin nhng c trch nhim qun l thi gian lm vic ca K thut vin v c nhim v h tr cho K thut vin v mt k thut khi cn thit 3.1 Tiu ch nh gi m bo khu vc lm vic, dng c c nhn ca K thut vin trong t v trang b thit b chung do t mnh ph trch bo dng lun sch s ngn np v sn sng lm vic. m bo s hi lng cho nhn vin v mi trng lm vic, duy tr tinh thn v ng c lm vic ca K thut vin, gp phn xy dng lng trung thnh ca K thut vin vi cng ty. T trng l nhn s qun l trc tip t sa cha. Kt qu cng vic ca t trng c nh gi qua khi lng v cht lng ca tt c nhn s trong t t c. m bo mang li khi lng v cht lng cng vic cao cho c t qua vic h tr chun on, hng dn cng vic cng nh phn cng cng vic hp l cho K thut vin ca c t. m bo cc cng vic c yu cu trong lnh sa cha c thc hin y chnh xc vi cht lng cao v giao xe ng gi qua vic thng xuyn gim st, n c K thut vin trong qu trnh thc hin. m bo hn ch ti a xe quay li qua vic chun on ng ngay ln u, sa cha ng quy trnh. Hng dn K thut vin t kim tra cht lng, trc tip kim tra cht lng cc cng vic quan trng. 3.2 Nhim v chnh Gim st K thut vin trong sut qu trnh lm vic c bit K thut vin lm trn cng vic mi, h tr nu cn thit, m bo cng vic din ra ng tin v t yu cu cht lng. Hng dn K thut vin t kim tra cht lng, hi li chc chn nhng iu mu cht trong kim tra cht lng c thc hin hoc ch thn kim tra cht lng vi nhng cng vic quan trng. T vn cho iu phi phn cng cng vic hp l ph hp vi nng lc ca K thut vin, thng bo cho qun c, C vn k thut c s h tr khi gp vn kh. Tham gia chia tin nng sut cho K thut vin qua kin nh gi K thut vin v kh nng ng gp cng nh tinh thn thi ca K thut vin trong cng vic, vi khch hng, vi tp th.

15

nh k hp vi K thut vin trong t bn bc nhng vn trong t, tuyn t tinh thn ca ban lnh o, tip thu kin ca K thut vin trong ci tin cng vic, tng kt truyn t nguyn vng ca K thut vin ln ban lnh o. Tham gia p gp kin ci thin mi trng lm vic, ci tin quy trnh, phng php lm vic, ci tin b sung trang thit b tng hiu qu cng vic ca K thut vin. Tham gia nh gi K thut vin nh k v nng lc ca K thut vin trong tng cng vic c th, t vn cho trng phng dch v v o to pht trin ngun nhn lc. 4. K thut vin: l ngi trc tip tham gia sa cha, bo hnh, bo dng theo yu cu sa cha ca khch hng 4.1 Tiu ch nh gi m bo cc cng vic c thc hin hon hon ho. Hon thnh cng vic c giao ng thi gian quy nh. Lm vic vi hiu sut cao, t c ch tiu doanh thu cng c nhn. m bo mang li s hi lng cho khch hng qua vic tn trng gn gi xe v ti sn ca khch hng. m bo mi trng lm vic chuyn nghip hnh thc bn ngoi, gn gng, ngn np dng c trang thit b. m bo mang li hiu sut lm vic ca tp th, tinh thn ng i, quan tm v gp phn gii quyt cc cng vic ca tp th. 4.2 Nhim v chnh Thc hin tt c nhng cng vic cn thit m bo lun t c cht lng cao trong cng vic, m bo vic sa cha ng ngay ln u, ngh s h tr, hng dn ca C vn k thut v t trng, tham gia cc kha hun luyn. Lun duy tr mt hnh thc bn ngoi chuyn nghip: ng phc, tc phong, t th, mi trng lm vic. Lun m bo thng ngh c nhn lun y nhng dng c cn thit, sch s ngn np, cc trang thit b lun iu kin sn sng lm vic. S dng nhng vt dng bo v gin gi xe ca khch hng (tm ph sn, ph gh, lt chn), lun quan tm, gi gn xe v ti sn ca khch hng. T mnh (hoc phi hp cng t trng, C vn k thut) thc hin cng vic chun on tm ra nguyn nhn ca vn . Thc hin cng vic sa cha ng quy trnh, m bo tt c cc cng vic yu cu u hon thnh vi cht lng cao. Thc hin cc cng vic trong thi gian nh trc (tha thun vi iu phi, kp thi gian giao xe nh C vn dch v ha vi khch hng). Pht hin nhng bt thng lin quan n cng vic, thng bo cho t trng iu phi, C vn dch v thng bo cho khch hng cng vic pht sinh. T mnh thc cng vic kim tra ni dung lin quan n cng vic, ph tng thay th v kim tra cht lng sau khi hon thnh cng vic. Lun thng bo cho iu phi thi gian bt u, kt thc cng vic cng nh thi gian dng nguyn nhn dng tt c cc cng vic. Ghi chp v chu trch nhim vi cc ni dung lin quan n cng vic vo s bo lnh sa cha hay phiu vt t. V sinh khu vc lm vic thc hin 4S ti khu vc mnh ph trch, thc hin cng vic km tra bo dng cc trang thit b c giao. IV. B phn h tr 1. C vn k thut: l ngi c vai tr quan trng trong vic h tr k thut v o to nng cao tay ngh cho K thut vin. 1.1 Tiu ch nh gi 16

2. V. 1.

2.

m bo tt c K thut vin c nh gi ng v kh nng cng vic, c k hoch o to ph hp nng cao tay ngh K thut vin. m bo ti liu k thut c cp nhn v qun l tt, hiu qu s dng cao. m bo quan h k thut vi TMV t hiu qu cao. m bo cng vic chun on phc tp v cng vic sa cha trn h thng mi ca K thut vin c nhn s h tr t C vn k thut. K thut vin sau khi qua o to c kh nng lm vic ng quy trnh thng nht ca i l, sa dng trang thit b ng quy trnh 1.2 Nhim v chnh 1.2.1 Quan h k thut vi TMV Cp nht thng tin k thut t TMV. Tham gia cc kha o to ca TMV, c bit cc kha o to cho xe mi. Lm cc bo co k thut cho TMV, gim nh k thut cho cc trng hp bo hnh. Tp hun, trin khai lm bo co cho cc chin dch c bit ca TMV. H tr, qun l k thut H tr K thut vin trong nhng cng vic kh, c bit cng vic chun on v cng vic trn nhng h thng mi. Cp nht, sp xp, lu gi v khai thc c hiu qu cc ti liu k thut (ti liu o to, ti liu hng dn sa cha, ti liu hng dn s dng trang thit b). Phi hp vi t trng, qun c thng nht cc quy trnh sa cha theo chun Toyota ph hp thc t tng i l. Gim st thc hin cng vic v s dng trang thit b ca K thut vin, c hng dn kp thi. Tham gia nh gi nng lc K thut vin nh k, t vn cho trng phng dch v cc vn nhn s. 1.2.2 o to Tham gia cc kha hun luyn k thut mi, sn phm mi ca Toyota. Thc hin o to theo lch lp: o to l thuyt, o to thc hnh, o to ti v tr lm vic. nh gi nng lc k thut ca K thut vin nh k, cng vi trng phng dch v lp k hoch o to ph hp. Thu ngn: sau khi xe ca khch hng c sa cha, bo dng hon tt th thu ngn tin hnh thu tin t khch hng. Khch hng c th tr tin bng tin mt hoc chuyn khon. Khuyn khch khch hng n i l cho nhng ln sa cha sau. Gii thch, cung cp m s thu ca i l khi khch hng thanh ton bng cch chuyn khon. Nhn vin dch v: hon tt h s sa cha cho tng xe, ghi nhn gi cng lao ng ca K thut vin, tnh tng doanh thu t cc C vn dch v B phn ph tng Nhn vin kho Ly trc nhng ph tng cn thit cho cc xe hn. Chun b ph tng cho cng vic pht sinh. Nhn hng v kim tra hng khi ph tng v kho. Sp xp ph tng trong kho theo ng v tr qun l Pht ph tng theo m ph tng, ng v s lng c lit k trn Partshipping (phiu sut hng). Nhn vin ph tng Kim tra nhu cu ph tng. Theo di kh nng cung cp ph tng ca i l. 17

H tr cho C vn dch v tra cc m ph tng kh. C trch nhim t cc mt hng m cc mt hng ny khng c trong kho (hng BO) v i l thng qua mng ni b Toyota. C trch nhim t hng b sung (hng SO). Theo di cc n t hng . Tnh ton lng hng tn kho. In phiu vt t. Nhp xut ph tng trn my thng qua mng ni b Toyota. 3. K ton kho: Nhp xut ph tng hng ngy. Nhp vt t mua ngoi xut thng cho xe hoc nhp kho. Theo di cng n ca cc nh cung cp. 4. Nhn vin vt t Mua vt t ngoi pht sinh trong qu trnh sa cha. H tr k ton kho vic nhn vt t ngoi.

18

CHNG V

TIU CHUN VN HNH DCH V SAU BN HNG CA MT I L TOYOTAI. Tiu chun ca Body paint 1. Nhn s v c cu t chc Bn m t cng vic lun c cung cp cho ton b nhn vin Trm dch v thn xe v s. y l v vn bn m t chi tit cc cng vic C ch k ca cc nhn vin lin quan. c xem xt li hng nm, ghi r ngy xem xt li. Phi ng vi thc ti. Trm dch v c t nht mt phn ba tng s c vn dch v t tiu chun C vn dch v (TSA giai on 1). Nu trm dch v thn xe v sn c t hn 3C vn dch v th phi c t nht 1C vn dch v c cp chng ch nh gi h hng. Tt c nhn vin Trm dch v thn xe v sn u c din mo gn gng v sch s ng phc nhn vin phi sch s v gn gng v th hin tc phong chuyn nghip. Tt c cc nhn vin tip xc trc tip khch hng lun phi chnh t. ng phc K thut vin cn phi sch. Sch c ngha l K thut vin c th vo xe ca khch hng m khng s gy bn ni tht. Trm dch v c t nht mt phn ba k thut vin thn xe v sn t chng ch trung cp (Pro Technician) ca Toyota hoc tng ng. Lm trn con s k thut vin thn xe v sn khi tnh ton. Phi c t nht 33% K thut vin thu ngoi cng c tnh n khi tnh ton. (V d: c 3 k thut vin thn xe, th phi c t nht 1 ngi t chng ch ca Toyota hoc tng ng). 2. Pht trin nhn lc C ti liu ca Toyota lin quan n k hoch o to cho ton b nhn vin Trm dch v thn xe v sn. K hoch o to lp cho nm nay vi ngy xc nh phi c cung cp cho ton th nhn vin. Cn lu gi thng tin v hc vin v kt qu t c ca cc kha hc trc. Nh phn phi cn h tr cho vic o to nhn vin. Trm dch v thn xe v sn c mt chng trnh o to ti ch chnh thc cho cc nhn vin mi theo v tr cng vic ca h. C vn bn v k hoch o to ti ch. Cp chng ch sau khi hc xong, bao gm c chng trnh hc ngh chun. Vic nh gi hot ng ca nhn vin Trm dch v thn xe v sn c thc hin hng nm. Chng trnh ny c th l ch tng lng hay cc phng php ghi nhn nhng nhn vin nng cao trnh . Tt c cc nhn vin cn c bit chnh sch ny. Trm dch v Thn xe v sn c tham gia cc kha nh gi h hng do TMV hoc cc n v tng ng t chc. Kim tra bng chng v cc kha o to. Hn 50% C vn dch v, ngi hc tham gia vo kha hc nh gi. 19

3. An ton lao ng v nguyn tc 4S Trm dch v thn xe v sn c chnh sch v an ton bng vn bn (ph hp vi php lut hin hnh) c pht cho cc nhn vin cng danh sch cc nhn vin k tn xc nhn l h nhn c v c ti liu. Trm dch v thn xe v sn c quy trnh di di trong trng hp khn cp. Cn c mt quy trnh bng vn bn. Tn ngi ph trch cn c ch nh r. Trm dch v thn xe v sn c ngi ph trch lu gi cc ti liu quy nh chnh sch x l cc vt liu nguy him. X l cc vt liu nguy him. Hng dn trnh tai nn c th xy ra cho nhn vin. Cc quy nh an ton ca chnh ph. Cc hng mc an ton khc. Trm dch v thn xe v sn c h thng thng gi v ht bi thch hp. H thng ny c c s dng mt cch thch hp v thng xuyn khng? Tt c k thut vin cn c lm vic m khng b nh hng bi khi lng kh x, dung mi, bi matt ln v lin tc. C th s dng qut gi hoc h thng ht khi x cc b. Vn ny cn tun theo c cc quy nh ca a phng. H thng hoc thit b ht bi ( loi mt sn v loi ng ng). H thng lc kh x t bung sn. Trm dch v thn xe v sn c b s cu, v t vo ng ch v thun tin.

B s cu phi bao gm cc cng c cp cu cho nhng chn thng nh v d dng xy ra. Tt c phi c lu gi v bo qun trong iu kin tt. t nht phi c mt nhn vin c chng ch v s cu thng thng. C cc bnh cu ha trong trm dch v thn xe v sn, chng phi c t ng ch v v tr thun tin. B bnh cu ha cn c dung tch ph hp v lun trong trng thi sn sng s dng. V tr ct gi cn c ch r v khng c vt che chn cn ng ti. Cn tun cc quy nh ca a phng. Nhn vin cn c o to v cc s dng bnh cha chy. Cc mnh v v khng cn thit c b khi Trm dch v Thn xe v sn nh k Lp, accu, lc du qua s dng, thn xe h hi, sn thi, cc loi dung mi... qua s dng, thn xe h hi, sn thi, cc loi dung mi v cc vt khc cn c hu b mt cch ph hp. Cc vt h hng cn phi c dn sch khi khoang sa cha v bn ngui. Cn c quy trnh cho vic dn dp nh k. V tr kho lu tr cc dng c sa cha thng thng, thit b hoc cc dng c khc c ch dn r rng (nhn tn cn to, r, d c). Nhn tn cn to, r, d c. C th bao gm c nhn tn cho c ph kin ca b nn khung, cc my hn, my thu hi bi, STT, kch, hoc bt c nhng vt dng c nhiu ngi s dng. 20

Trm dch v s dng bin tn, s ng k hoc cc du hiu khc xc nh tn ngi ang s dng dng c, thit b v SST. Nn v tng ca Trm dch v thn xe v sn sch s v khng c du m, nc v rc bn. Cn m bo s sch s mc d cao mi ni c k thut vin lm vic. S sch s cn theo hng dn ca TMV. Cn c quy trnh cho vic gi gn s sch s. Cc cu nng cng sut nng nhng xe c ti trng nng nht c ti th trng ca mnh. Tm hiu trng lng ca chic xe nng nht ti th trng a phng. S lng cu nng cn c ph thuc vo khi lng cng vic ca tng Trm dch v, Ngy bo dng k tip cho cu nng v cc trang thit b phi ghi r tn nhn vin chu trch nhim sp t lch, c nht k bo dng Bin ghi to v r rng. V tr d nhn v khng b che chn cc thit b bao gm: bung sn, cu nng, cu, my nn kh, v my sy kh kh. Xe ang sa cha trn cu nng phi c h thp xung khi cng vic tm ngng. i vi quy trnh sa cha, cc k thut vin sn v thn xe phi s dng thit b bo h thit b bo h thch hp. Chun b b mt x x x x

Knh bo v mt Gng tay coton Mt n che bi Gng tay cao su Gng tay da Mat n hn Tp d hn Che chn da Mt n phng c Giy bo hc

Mi Hn MIG x x x x x x x x x x

Pha mu x

Sn ph top coat

x

x

x

x x

x x

4. Mi trng Cn c nhn vin ph trch mi trng chung Ngi ny cn gim st i l tun theo cc quy nh v mi trng. y c th l cng vic chnh hoc kim nhim. Tt c cc nhn vin cn bit v tr ny. Tn ngi ph trch cn c ch r trong s t chc v bn m t cng vic ph hp. Trm dch v thn xe v sn c vn bn v vic tun th cc quy nh ca php lut v mi trng. Phi bn kt ca lnh o v ton th nhn vin tun th cc quy nh v mi trng do chnh quyn a phng ra. Cc cht thi c hi t xe sa cha v bo dng phi c lu gi v x l l ti kh, c quy, nc lm mt, sn thi, bi matt, lp, cc cht dung mi v lc du mt cc kinh t, thn thin v tun theo lut mi trng. H thng x l nc thi c p ng c nhng quy nh ca a phng. Cc quy nh ca a phng phi c hiu r. Nu khng c quy nh ca a phng th h thng x l nc thi t c ch tiu ca h thng nc thi cng cng. 21

Rnh thot nc thi phi c thng xuyn bo dng, dn dp v phi c ghi chp y c th cung cp cho nh chc trch khi cn. Thit b bo v tng Ozon v s nng ln ca tri t hot ng tt v c s dng mt cc thch hp. Lp t my thu hi v ti ch ga iu ha R-12 (cht suy gim tng ozn) v R134a( cht lm tri t nng ln) tin hnh x l thch hp. Thu cng ty khc c chc nng x l, cng ty ny cn c ti liu chng nhn cng ty tun th cc quy nh v mi trng. 5. Lp k hoch v c s vt cht Trm dch v thn xe v sn c p ng c yu cu ca TMV v biu hin v hnh nh ca Toyota. Tiu chun ca TMV cn c p dng. Nu khng c cc tiu chun ny, hnh nh ca Trm dch v phi ph hp vi hnh nh cht lng cao ca sn phm Toyota.

ng vo Trm dch v thn xe v sn c c ch dn r rng v d nhn t ng bn ngoi. Tt c cc bin hiu ch li vo v ch dn hng i ca Trm dch v phi d nhn thy t ng vo i vi c li xe v ngi i b.

Li vo v ca vo trm dch v thn xe v sn d dng nhn bit cho mi khch hng sau khi i vo. Biu hin v ch vit phi d nhn t ng vo v t khu xe ca Trm dch v. Li ra ca Trm dch v thn xe v sn d nhn bit. Khi khch hng ri Trm dch v, h phi d dng tm c ng ra.

22

Khu vc xe cho khch hng d dng nhn bit v rng. Khch hng phi d dng tm thy ch xe trong gi lm vic ngy c khi gi cao im. Kch thc v hnh dng ca khoang xe cho khch hng. Cc trm dch v thnh lp sau nm 2000 th cn t tiu chun ln hn 3.0m x 5.0m Cc trm dch v thnh lp trc nm 2000 th ti thiu 2.5m x 5.0m Bin hng dn cho ngi v xe r rng. Khch hng cn d dng tm thy nhng khu vc chnh ca Trm dch v. Chng hn: nh v sinh, quy thu tin, quy tip khch, phng ph tng, phng ch khch hng. Gi lm vic ca Trm dch v thn xe v sn c ghi r rng. Gi lm vic cn c trng by ti tt c cc ca ra vo v ca t mt ph. Bin hiu phi ph hp vi quy nh ca TMV v a phng. Khu vc tip nhn xe v vit thng tin c thit k gip cho vic giao tip thun tin gia C vn dch v v khch hng. C vn dch v cn d dng lm vic vi khch hng ti xe ca h. Chng c cho php khch hng ngay lp tc? c yn tnh khng? Ch c cn thun tin cho c C vn dch v v khch hng. Trm dch v thn xe v sn c phng ch thoi mi v tin nghi cho khch. Phng ch l mt khu vc ca Trm dch v ring bit vi cc khu vc lm vic khc. Phng ch phi tin nghi, c ni tht sch s v c cc thit b phc v khc.

Khu vc lm vic ca c vn dch v, quy thu tin, phng ch ca khch v phng v sinh ca khch hng phi sch s v gn gng.

23

Trm dch v cn duy tr tiu chun rt cao v s sch s. Nhng vt bn trn bn gh c coi l khng sch s. C s vt cht dnh cho nhn vin trm dch v phi y cc iu kin nh phng thay , nh v sinh, nh tm, phng n. Tng khu vc phi ngn np, sch s. Sch s c ngha l khng c rc bn, s ln xn trn nn nh. Tt c cc khu vc khng c nhng vit du m v bi bn. Nhng ch mn, g cn c sn li.

Xe vo lm dch v c c b tr ng trong khu vc xe c nh trc. Xe khng c u cc khu vc khng c nh du nh li vo xng. Cc K thut vin c th chuyn xe vo ra khoang sa cha v xng m khng b cn tr. Kch thc ca khoang sa cha phi tun th theo nhng quy nh di y: Khoan kim tra h hng, khoang tho lp ph tng, khoan nh bng, khoang sa tm v xe, khoang chun b b mt v khoang sy khng vt qu kch thc 4m x 7m Bung sn khng vt qu kch thc 4m x 7m x 2.5m Khoang nn khung khng vt qu kch thc 5.5m x 8m i vi loi di ng v 4.5m x 8m i vi loi sn. Khoang kim tra cui cng khng vt qa kch thc 4.5m x 8m Trm dch v sa cha thn xe v sn m bo phi c ti thiu 5 khoang sa cha 5 khoang sa cha c xc nh l cc khoang phc v t cng on nh gi hng cho n cng on kim tra cui cng sa cha.

Cc khoang sa cha phi c nh sng tun theo tiu chun. Khoang tho lp ph tng, khoang sa cha phi c mc nh sng >500lux. Khoang kim tra h hng, khoang nn khung, khoang sa tm v xe v khoang chun b b mt >700lux. Bung sn v khoang nh bng >1000lux. nh sng tng khu vc sa cha theo nh tiu chun. Phng pha sn >1000lux. Khoang kim tra sau khi sa cha >1500lux.

24

Trm dch v thn xe v sn lun p ng yu cu ti thiu v thit b bao gm c SST theo nh ti liu hng dn dng c, thit b cho sa cha thn xe v sn ca TMV. Cn tham kho ti liu iu tra v thit b mi nht do TMV cung cp. Nu khng c kt qu, hy kim tra mt dng c bt k xem c d dng tm thy khng? 6. Dng c v thit b Cc ti liu hng dn sa cha hin ti (hng dn sa cha xe tai nn, hng dn sa cha khung v thn xe), cng thc pha mu, bn tin dch v v cc s mch in c c sp xp theo kiu xe, hoc nm d nhn, hay c thng tin k thut theo hng dn ca TMV. Cc ti liu hng dn cho cng mt kiu xe hoc cng mt cng vic cn c lu tr cng vi nhau. Cn nh s hoc nh du c th d dng tm li ng ch. C th chp nhn s dng ti liu in t. Trm dch v sa cha thn xe v sn phi c thit b hn v nn khung. B nn khung km theo thit b o (c th l b di ng, b m sn v b 4 tr). My hn ph kh. My hn vng m, ba hn git hoc tng ng. Trm dch v sa cha thn xe v sn c bung sn v sy ph hp. Trm dch v BP phi c t nht mt bung sn v sy p ng nhng yu cu sau: Bung sn phi c thit b lc, cung cp v kh thi. Bung sy phi iu chnh c nhit trn 600.

Trm dch v sa cha thn xe v sn c cn cn sn. Trm dch v phi c t nht l mt cn cn hn hp sn. Trm dch v sa cha thn xe v sn c s dng sn cht lng cao do TMC hoc TMV khuyn ngh. Nh cung cp sn phi l mt trong nhng nh sn xut nm trong danh sch ca chng trnh hp tc v dch v thn xe v sn hoc do TMV. Trm dch v sa cha thn xe v sn c s dng thit b nn khung cht lng cao do TMV hoc TMC khuyn ngh. 25

Nh cung cp thit b nn khung phi l mt trong nhng nh sn xut nm trong danh sch ca chng trnh hp tc v dch v thn xe v sn hoc do TMV xut.

7. Thng tin k thut Thng tin trn bn bo co k thut vin ca Trm dch v, thng tin k thut do TMV gi s c chia s cho ton b nhn vin Trm dch v. Thng tin c th c cng b ti cc cuc hp phng ban thng l. Cc cuc hp phng ban thng l. Cc cuc hp cn c t chc t nht mt thng mt ln. Cn phi c bng chng cho thy nhn vin c thng bo v nhng thng tin ni b . 8. Quy trnh dch v 8.1 H thng hn (phn ln p dng cho nhng h hi nh) Tram dch v thn xe v sn c vn bn v c h thng lin quan n quy trnh hn gp Trm dch v phi c ti liu bng vn bn lin quan n quy trnh hn gp bao gm Tr li in thoi. Tip nhn thng tin t khch hng. Cn s dng bng biu hoc h thng my tnh theo di trong quy trnh trn. Tt c thng tin quan trng trn h thng my tnh phi c qun l tp trung. Mu bng biu phi th hin thng tin v lch sa cha ca k thut vin v cc ph tng cn thit. Cc nhn vin nhn cuc hn c c thc hin ng quy trnh nhn cuc hn Tt c nhng nhn vin nhn cuc hn cn c ng nht . Ghi li tn khch hng, thng tin chi tit v xe, s in thoi lin h v yu cu ca khch hng. a ra s la chn v ngy, gi hn, chi ph nu c th, sau nhc li ngy, gi cho khch hng. Cm n khch hng t cuc hn. H thng hn c tch cc thc y bng vic cc c vn dch v gii thiu trc tip bng li ni, cng nh qua qung co, biu hin , th t cc phng php khc ca trm dch v. Khch hng khng ti cn c nh ngha r rng l khch hng t cuc hn nhng v l do no khng th ti. 8.2 Tip khch hng Trm dch v c quy trnh tip khch hng bng vn bn Cho hi ngay khi khch hng ti. Xc nhn v cp nht tt c thng tin v khch hng v v xe. Kim tra h s sa cha trc y nu l khch hng c. Lng nghe k lng yu cu ca khch hng v t cu hi, chng hn cc cng vic cn lm thm. Tri tm ph sn v ph gh ln xe v thc hin kim tra xung quanh xe. Thc hin vic nh gi h hng v a ra chi ph sa cha. Yu cu qun c a ra xut k thut nu cn thit. Gii thch tng ni dung cng vic, chi ph v thi gian thc hin. Hi xe khch hng c mun kim tra li ph tng thay ra khng. Xin ch k v cm n khch hng. Thng bo cho cng ty bo him v chi ph sa cha v xin php sa cha cho xe c bo him.

C vn dch v cho hi khch hng ngay khi h va ti. 26

Trnh tnh trng khch hng phi ch lu m khng c ai ch ti. Tuy nhin tnh trng ny l rt kh vo gi cao im. Cn m bo khch hng c cho hi lch s Khch hng c gii thch y trc khi bt u sa cha. Ch ra c phn tnh ton chi ph trn yu cu sa cha. Kim tra mc chnh xc. Khch hng cng cn nhn c bn c tnh chi ph hoc bn sao phiu sa cha trc khi bt u cng vic. Cc hng mc cn gii thch Nhng cng vic cn thc hin. Ti sao cn thit v c li g. Cng vic s thc hin trong bao lu. Tng chi ph (ph tng, cng lao ng, vt t sn ). Khi no c th giao xe. Tm ph gh v ph sn xe c s dng ngay t bc tip nhn xe. Nhng vt ny cn c s dng trn tt c cc xe trong thi gian ti xng. V tr ca xe v cha kha c d nhn bit sau khi qu trnh nhn xe c hon thnh V tr ca xe cn c ghi trn RO. Cha kha cng cn c gn th lu gi ng ch quy nh. Kim tra im sau: Xe c u cc khoang u xe c nh s. Cha kha c c gn th vi s khoang u xe. K thut vin c th d dng tm thy xe bt u cng vic. V tr xe dc ghi trn RO v th hin trn bng theo di tin cng vic. Trong khi tip khch hng (qu trnh kim tra xung quanh xe), tt c c dch v c s dng bng s kim tra xung quanh xe ghi ch cc h hng, xt xt sn c, hay cc cng vic cn lm thm. Tt c c vn dch v cn tip khch hng ti xe ca h xc nh bt k hng hc no trn xe nh h hi thn xe, lp, cn gt ma v cc h hng khc c t trc m khch hng c th li cho Trm dch v. Tha thun c k vi cc cng ty bo him v vic sa cha xe c bo him: Phi tha thun bng vn bn. Ni dung cn bao gm: o Cc bc thc hin cng vic sa cha. o Cc ti liu cn thit nh : nh, ti liu cnh st o Ngi lin h (ca trm dch v v cng ty bo him). o X l cc mc cn tn ng. o n gin ha ph duyt sa cha nhng h hng nh. Lun c quy trnh x l vic ko xe v tip nhn nhng xe khng th t li n trm dch v. Tng hng mc sau c lit k v c thc hin trn thc t Gim st vin v SOP l ngi quyt nh tng quy trnh x l. L trnh cho xe c ko ti xng. V tr h xe v i nh gi h hng hoc sa cha nm khoang sa cha thch hp. Quy trnh tip nhn xe v cc bc k trn u c lin kt v ng b ha vi nhau.

Lun c vn bn lin quan n vic x l hy ton b xe vi cng ty bo him. Phi c sn hng dn bng vn bn. Ni dung cn bao gm: o Cc giy t cn thit hy xe. o Phng php hy xe. o Nhn vin chu trch nhim ca Trm dch v v cng ty bo him. Trm dch v thn xe v sn lun theo di cc khch hng m trm b l c hi cung cp dch v. 27

Trm dch v phi lu li s lng khch hng hy lm dch v sa cha bi nhng l do nh gi c, cht lng sa cha, thi gian sa cha Bn lu phi th hin c l do khch hng hu s dng dch v. Phi c danh sch cc khch hng . 8.3 Phiu yu cu sa cha Vic xem xt cc phiu yu cu s cha b mt v cc phiu cha kt thc lun c thc hin hng thng. Mi phiu yu cu sa cha cn c th hin hon tt hay vn ang thc hin. Trm dch v cn thng xuyn xem xt cc cng vic ang thc hin. Cc thng tin chi tit v khch hng v xe lun c th hin trn phiu yu cu sa cha. Cht lng ca thng tin l iu quan trng, cc thng tin ny bao gm: S khung, bin s ng k, s km. Tn v a ch khch hng. S in thoi lin h (nh ring, vn phng, cm tay). Email khch hng (nu c). Cc chi ph. Ngy gi giao xe d tnh. Yu cu ca khch hng. Cc cng vic lm thm. S in thoi cng ty bo him ( nu sa cha xe c bo him). C vn dch v lun vit chnh xc m t hin tng theo ng li, t ng ca khch hng trn phiu yu cu sa cha. Li/t ng m t ca chnh sch khch hng rt quan trng cho vic chun on. Chng cng c th b sung thm bi C vn dch v lm r ngha hn. S ghi chp m t ca khch hng mt cch r rng cho php K thut vin ti lp li hin tng hng hc. nh gi bng cch xem bn nh gi thc t v kim tra vi nhng iu vit ra C vn dch v lun phi xin s y quyn ca khch hng bng vic ly ch k trn phiu yu cu sa cha. Cn c ch k v s u quyn ca khch hng cho cc cng vic c tnh. Vic ghi thi gian bt u v kt thc cng vic lun c thc hin trn RO tnh ton nng sut, hiu qu lm vic ca k thut vin v ch s khai thc gi cng lao ng. Vic ghi thi gian bt u v hon thnh cng vic cn thc hin trn tt c RO, k c cc cng vic sa cha li v cng vic sa cha khng tnh tin. Cc s liu ny cn c thng k v xem xt thng xuyn. Cc m t cng vic c hon thnh v cc vic cn lm thm lun c vit r rng trn phiu yu cu sa cha hay cc giy t khc thng bo cho khch hng. M t ny bao gm cc cng vic hon thnh, cc cng vic cn lm thm v ph tng. Vt liu ph lin quan n cng vic sa cha. Cng thc tnh chi ph cng lao ng c tnh l s gi cng lao ng * chi ph gi cng lao ng theo quy nh. Chi ph gi cng lao ng theo quy nh l chi ph lao ng trong mt gi. S gi cng lao ng l mc gi chun cn hon thnh vic sa cha. 8.4 Phn phi v sn xut Trm dch v thn xe v sn c quy trnh bng vn bn v vic phn phi v thc hin cng vic. Trm dch v thn xe v sn cn c quy trnh bng vn bn, bao gm: Phn phi kim sot v gim st lun cng vic v phn phi phiu yu cu sa cha trong ton b xng. Thng bo ngay lp tc v tnh trng sa cha v xc nhn hon thnh cng vic cho ton b nhn vin dch v. Quy trnh ny c th c vi tnh ho hay bng cng c trc quan, th cng. H thng cn cung cp thng tin cho php gim st ton b tin trnh cng vic. 28

Trm dch v lun c ngi chu trch nhim iu phi v gim st tin cng vic Ngi ny khng cn thit phi iu phi ton b cng vic mt mnh. Tuy nhin, quy trnh ny yu cu c mt ngi c giao trch nhim m bo tt c mi ngi cng tun th theo mt cch phn phi cng vic. Trm dch v c h thng nhn bit tt c gi lao ng sn c ca K thut vin, bao gm c lch ngh php, o tocho tt c nhn vin. H thng ny cn cung cp thng tin cho tt c nhn vin lp k hoch cng vic, xc nh c thi gian hon thnh cng vic.

Tt c phiu yu cu sa cha lun c giao cho k thut vin da trn trnh v kinh nghim ca h. Cng vic sa cha nn hn ch giao cho k thut vin khng trnh . Ch giao v mc ch o to v trong trng hp ny c ngi gim st. Phn cng theo s k nng ca K thut vin. H thng phn phi cng vic v h thng sn xut c u tin cc khch hng ang i v khch hng sa cha li. Cn c quy trnh vn bn v vic phn phi cc yu cu sa cha ca khch hng i v sa cha li. Vic ny c th thc hin bng nhiu cch. H thng ny cn d nhn bit v th hin trn xe ca khch hng, trn phiu yu cu sa cha v trn h thng phn phi. Tt c phiu yu cu sa cha lun c giao cho k thut vin vi thi gian c tnh hon thnh cng vic. Thi gian hon thnh cn c vit vo phiu yu cu sa cha v trn h thng theo di tin cng vic. Phiu yu cu sa cha ch giao cho k thut vin lun c t trn gi cho cc nhn vin da trn thi gian hon thnh giao hn vi khch hng. Thi gian c tnh giao xe cho khch hng v thi gian cn thit hon thnh cng vic s quyt nh thi gian bt u cng vic. Bt k s chm tr no cn c thng bo ngay lp tc. Nu c s phn cng bt hp l th cn u tin cho khch hng khiu ni, sa cha li v khch hng ang ch i.

29

Nhn vin dch v c th d dng xc nh c thi gian hon thnh thc t i vi tng xe bng bng theo di tin hoc bng dng c trc quan khc. Vic trao i thng tin ny cn thc hin qua h thng iu phi cng vic trc quan. Lun nh v vic thng bo cho khch hng cc cng vic ph thm c pht hin trong qu trnh sa cha. Cn c quy trnh chun bng vn bn cho vic ny. Khch hng cn c thng bo v nhng vic cn lm thm: Cc hng mc lm thm. Chi ph tin cng v ph tng. Thi gian hon thnh. Cng vic ch c bt u khi nhn c s ng t khch hng. H thng kim sot quy trnh cng vic lun m bo rng mt lnh yu cu sa cha c giao cho mt K thut vin. Cng vic sa cha sn v thn xe c chia thnh 2 quy trnh sa cha sn v sa cha thn xe, tng cng vic i hi phi c k nng thch hp. V th, phi m bo h thng kim sot quy trnh cng vic giao cho K thut vin tng cng vic mt. Trong khi cha c vic tip theo, th c th giao cng vic khc. Quy nh phi thng bo cho khch hng v s chm tr trong sa cha. Cn phi c vn bn SOP quy nh v iu ny. Khch hng cn phi c thng bo chnh xc v thi gian hon thnh cng vic v l do khin cng vic chm tr. C K thut vin c qun l cc ph tng tho t xe ra gn gng trong khi sa cha Nhng tho t xe ra phi c gn gng, c trt t v tr ring hoc trn gi. K thut vin c th d dng tm li cc ph tng lin quan ca mi xe 8.5 Qun l cht lng ring Trm dch v thn xe v sn lun quy trnh qun l cht lng v cc quy nh bng vn bn. Cn c quy trnh bng vn bn. m bo quy trnh c thc hin trn thc t. Trm dch v thn xe v sn lun c nhng ngi trnh chu trch nhim qun l cht lng theo ng quy trnh qun l cht lng bng vn bn. Ngi chu trch nhim kim tra cht lng cui cng phi c trnh (t nht phi l K thut vin cao cp) hiu ht mi kha cnh k thut ca cng vic. Hn na ngi ny phi c kh nng lu gi, ghi chp v bo co tt. Trm dch v c thng bo cho khch hng quy trnh v kt qu kim tra cht lng Cc thng tin ny cho khch hng cn c th hin bng giy t. Khch hng cn bit rng vic kim tra cht lng c thc hin, cng nh kt qu kim tra. Trm dch v thn xe v sn lun m bo bng vn bn (t ri, con du, ti liu hng dn, ha n) v nhng dch v sa cha ca h. 30

Chi tit v vic bo m phi c gii thch r rng vi khch hng. Cc bng chng gm: t ri, con du, ti liu hng dn, ho n, phi c sn. 8.6 Giao xe Trm dch v thn xe v sn lun c quy trnh bng vn bn v giao xe. Nhn vin dch v phi kim tra tnh trng xe trc khi giao cho khch hng. Kim tra mc sch s v sn sng cho vic giao xe cho khch hng. Khch hng lun c gii thch r rng v cc cng vic c thc hin da trn phiu yu cu sa cha v nhn c ho n r rng tng khon ti thi im giao xe Ha n, gm c bo hnh hay iu chnh ca Trm dch v cn phi c t nht cc thng tin. M t y tt c cng vic han thnh . Danh sch y ph tng, cc vt liu khc dng hon thnh cng vic. Tng s tin khch hng phi tr. Ghi ch cc cng vic cn lm sm cho khch hng tham kho. Cc vt nh tm ph gh, ph sn c c d b trc khi giao xe cho khch hng? Cc vt dng ny cn c nhn vin dch v d b ch khng phi khch hng? Khch hng c c giao li xe hay c dn ra xe sau khi cng vic hon thnh? Khch hng cn c giao xe bi nhn vin thch hp v t cch. Ti thi im giao xe, c vn dch v lun hi khch hng thi gian v phng php thun tin nht theo di sau sa cha. Thng tin ny cn c ghi ch trn phiu yu cu sa cha hay h s khch hng. Ngi ph trch theo di sau sa cha cn d dng c c cc thng tin ny. Cng c cn ch nu khch hng khng mun c lin h sau sa cha. Lun hng dn v cch lp ho n i tin cng ty bo him. Cn phi c cc hng dn bng vn bn. Ni dung ca ha n phi bao gm: S tin i bo him. Ngi c trch nhim v s in thoi ca trm dch v v cng ty bo him. Cc giy t cn thit. Phng thc thanh ton cho trm dch v. iu khon thanh ton. 8.7 Theo di sau sa cha Trm dch v lun quy trnh theo di sau sa cha bng vn bn. H thng theo di sau sa cha ph hp phi bao gm cc yu t sau: Ct ngi chu trch nhim thc hin theo di sau sa cha. Theo di sau sa cha c th thc hin bng vic phi hp in thoi, th, th in t, hay fax. Cn phi thc hin thng xuyn. Cn phi theo di trong khong ti a 72 gi sau khi sa cha xong. C phn loi khch hng theo th t u tin thc hn theo di sau sa cha. Khch hng khng mun b lin lc cng cn nh du. Nhng khiu ni ca khch hng c pht hin trong khi theo di sau sa cha c nhanh chng c chuyn ti ngi thch hp. Ti liu v qu trnh gii quyt khiu ni cn c lu gi ghi li cch thc gii quyt v s ln phc p khch hng. Kt qu theo di sau sa cha lun c bo co cho ngi thch hp v sau chuyn ti cc nhn vin lin quan. Cc thng tin phn hi ca khch hng cn c s dng : Tnh ton v theo di t l khiu ni v phn hi. Phn tch im mnh im yu ca trm dch v. 31

Cung cp cc thng tin phn hi cho nhn vin.

9. Cc hot ng ph tng Trm dch v thn xe v sn c chnh sch hu ph tng tn kho qu lu. Trm dch v cn c ngn sch v chnh sch bng vn bn v vic hu ph tng. Bng thi gian xc nh gi cht t hng ph tng v lch nhn hng lun c thng bo r rng trm dch v. Bng ny cn th hin r rng thi gian t v nhn hng c th d dng thng bo cho khch hng thi gian c tnh hon thnh cng vic. Trm dch v thn xe v sn c quy trnh chun theo di cc n t hng cn n khch (back order). Nu khng c quy trnh chun, kh nng sao nhn vic theo di cc n t hng cn n khch c th tng ln. Lun c quy trnh vn bn v vic t hng c bit. Cn c thng hng, gi hng cho cc n hng c bit. Nhng ph tng ny cn phi d dng nhn ra, cn c quy trnh phn loi ph tng theo thi gian. Cn c h thng theo di ph tng trn gi c bit qu lch hn. C gi hng dnh cho cc ph tng t hng c bit. Gi ny phi rng cho php cha c ph tng v cc giy t lin quan. Nn t mt gi ring cho khch hng mua l v gi cho trm dch v. Khu vc phng ph tng v khu vc kho c nh sng. nh sng thch hp s y nhanh qu trnh x l ph tng v gim c sai st cng nh mt mi cho nhn vin. Nhn vin ph tng c cc dng c cn thit h tr c th c c thng tin v ph tng nhanh nht thng bo cho khch hng. (EPC, vi phim, bn tin dch v, ph tng, h thng my tnh ca trm dch v, ti liu tham kho cc ph kin chnh hiu. Cc dng c ny phi sn sng tr gip khch hng mua l v mua s. Cc n t hng lun c t t nht mt ln mt ngy. Trm dch v cn tn dng mi kh nng c th t mua hng. Cc phng dch v lun thng xuyn c thng bo v tnh hnh ca tt c cc ph tng c t hng c bit. Mt knh thng tin r rng cn c duy tr gia cc b phn. Trm dch v thn xe v sn lun c quan tm n thi gian c tnh hng v khi ln lch thi gian sn xut v thay i li lch hn khi thi gian c tnh hng v (ETA) ca ph tng , n t hng c bit thay i. Thi gian c tnh hng v ca phng ph tng v s c nh hng ti thi gian bt u sa cha. So snh thi gian c tnh hng v v lch trinh sa cha. Cn c quy trnh bng vn bn x l trng hp khi thi gian b thay i. C vn dch v cn thng bo cho khch hng thay i li lch hn. iu ny ch thc hin khi ETA c thng bo. Trm dch v c quy giao ph tng ring cho cc k thut vin . Quy giao ph tng cho k thut vin cn ring bit khi quy giao tip khch hng. Trm dch v c th khng cn c quy giao hng rin cho K thut vin nu nh ph tng c chun b sn v giao cho k thut vin ti khoang sa cha. C vn dch v lun c trang b y dng c tra m ph tng theo cc yu cu v ph tng ca k thut vin. Cc thit b gm: My c vi phim/ hoc my tnh tra m ph tng. My tnh. Bn tin ph tng v dch v. Ph tng cho vic sa cha thn xe v sn c c gi ring bit theo tng lnh sa cha.

32

Ph tng cho vic sa cha sn v thn xe cn c gi ring bit theo tng yu cu sa cha. Cc lnh sa cha xp trn gi ph tng s gip d tm thy ph tng . 10. Marketing dch v v ph tng Trm dch v thn xe v sn c chin lc marketing ng nht cho c dch v v ph tng. Kh nng phc v cn c xem xt khi lp k hoch Marketing. Trm dch v thn xe v sn lun h tr TMV thc hin cc chng trnh khuyn mi Vic h tr ny bao gm vic tham gia cc chng trnh khuyn mi nhm tng s lng khch hng vo Trm dch v . Trm dch v thn xe v sn c kho st thng xuyn gi ca cc i th cnh tranh Tm bng chng trong kho st t nht l na nm mt ln. Cc thng tin bao gm: gi hot ng, gi c v cc i th cnh trnh khng phi l Trm dch v Toyota/Lexus. File gi cc qung co ca cc i th c th chp nhn c. Lnh o ca trm dch v thn xe v sn c theo di hiu sut tng th ca trm v hiu sut ca tng k thut vin. m bo rng Gim c Trm dch v c phn tch nhng s liu ny v kim tra xem cc s liu ny c s dng nh th no. Cc s liu phi chnh xc v c cp nht. Nhng s liu ny cn c theo di v s dng qun l hiu sut, bao gm nhng thng tin di y Hiu sut k thut vin. Mc s dng lao ng. Hiu sut tng th. Trm dch v c t ch tiu thng v s xe khch hng tr tin, doanh thu cng lao ng, gi lao ng v doanh thu ph tng. Nhng con s ny gip theo di doanh s bn ph tng v cng lao ng t ch tiu mi thng. iu quan trng l vic chia s cc thng tin ny vi tt c cc nhn vin. Cc ph tng bo hnh lun c nhn bit, bo qun v gi v TMV hay loi bo hnh theo quy nh TMV yu cu. Cn c quy trnh bng vn bn v vic x l ph tng bo hnh. Ngy loi b ph tng no ti hn th phi c lo b. Cn c phiu khiu ni nh vo cc ph tng ny. Ch b h hng trn ph tng cn c nh du r rng. Lun lu ti liu lin quan ti cng ty bo him. B ti liu hon chnh bao gm: s xe sa cha, ch tiu doanh thu hay bt k ti liu no khc lin quan. Lu ring ti liu ca mi cng ty. D tm. 11. Phi hp vi phng bn xe mi v xe qua s dng Phng bn xe, dch v, ph tng v trm dch v c chia s cc thng tin k thut v thng tin v xe mi. Vic chia s ny bao gm cc thng tin thch hp v xe mi cng nh cc bn tin ph tng v bn tin k thut c th. Xem cc d liu thng thng c chia s nh th no. Hp gia cc trng phng cn c thc hin t nht hng thng. Nhn vin phng bn xe lun gii thiu khch hng vi nhn vin ca trm dch v Nu khng th gii thiu trc tip cho khch hng, cn gii thiu dng vn bn giao cho khch hng ti thi im giao xe. Cc mc sau y cn c gii thiu cho khch hng: Gi lm vic. H thng hn. Cc nguyn tc bo hnh. 33

Chng trnh tr gip 24h (nu c). Cc tin nghi ca trm dch v. Trm dch v thn xe v sn lun thng bo cho phng bn hng v k hoch hy xe Phi c phn nh r rng gia phng dch v v bn hnh. Thng tin v vic hy xe phi c thng bo ngay lp tc. 12. Quan h khch hng Lun c quy trnh bng vn bn gip nhn vin gii quyt cng vic v gii quyt khiu ni ca khch hng. C ti liu phn cng r rng ai lm g trong mi bc gii quyt khiu ni: Tip nhn khiu ni ca khch hng. Tm hiu chi tit vic khiu ni. Thit lp d kin, tm nguyn nhn. nh gi mc nghim trng v ra quyt nh. Gii thch quyt nh cho khch hng. Thc hin cng vic. C trng phng quan h khch hng, thng l trng phng dch v kim lun trng phng quan h khch hng. Trm dch v cn c mt ngi lm trng phng. Quan h khch hng chu trch nhim tt c cc vic do TMV nh ra. Trng phng quan h khch hng hay ngi ph trch gii quyt khu ni cn c trong s t chc ca Trm dch v. V tr ny c th l kim nhim nhng trm dch v nh hn. Cn c bn m t cng vic v trch nhim mt cch r rng. Lun c qu s dng cho vic gii quyt khiu ni v gii quyt trn c s tng v vic. Gim c Trm dch v v Trng phng quan h khch hng xc nhn Trm dch v c qu gii quyt khiu ni. Tng s tin ca qu c duyt bng vn bn hoc c ghi chp li nhng s tin thc t s dng. Thng tin lun c ghi chp v lu gi theo mt bn mu cho tng trng hp khch hng khiu ni Bn mu thng bo gm cc thng tin sau: Tn khch hng. Tn loi xe, s km. Ni dung khiu ni. Ni dung gii quyt. Mc hi lng ca khch hng vi vic gii quyt khiu ni. Bin php trnh ti din. Xc nhn ln cui ca gim c trm dch v. Tt c bn ghi chp ny do Gim c Trm dch v, trng phng Quan h khch hng hay ngi c v tr tng ng lu gi. C thng tin ghi chp trng hp c th bao gm tn khch hng, khiu ni v phng hng x l chi tit khng. Sau khi khiu ni c gii quyt, mc hi lng ca khch hng lun c xc nhn. C bn mu ghi chp li kt qu vic xc nhn mc hi lng ca khch hng. C bng xc nhn mc hi lng ca khch hng ca mt trng hp c th. C bn xc nhn lu bo co cho Gim c Trm dch v. Vic theo di sau sa cha c tin hng ring bit. Trm dch v phi xc nh xem liu khch hng c mun c tip tc lin lc v chm sc hay khng sau khi hon tt sa cha. i vi tng trng hp khiu ni, trm dch v c tin hnh xy dng v thc hin bin php trnh ti din. Cn c bn mu ghi chp li cc phng php trnh ti din. Kim tra bn ghi chp cc phng php trnh ti din ca mt trng hp c th. 34

Trng phng quan h khch hng c tham gia vo cc kho o to gii quyt ni do TMV t chc. C ghi chp bo co ti TMV tn ca trng phng Quan h khch hng tham d kha o to gii quyt khiu ni, hoc ghi chp bo co ti Trm dch v v vic tham gia vo kha hc. Cc nhn vin tip xc vi khch hng ca Trm dch v c nm r quy trnh gii quyt khiu ni. C vn bn m t quy trnh gii quyt khiu ni. C bn ghi chp v o to gii quyt khiu ni cho cc nhn vin Trm dch v. II. Tiu chun ca phng dch v v phng ph tng 1. Nhn s v C cu t chc Trm dch v c s t chc nhn s ph hp. Trm dch v cn thit lp mt s t chc nhn s ti u p ng c mc tiu hot ng ca mnh. Khi xy dng s t chc cn xc nh chnh xc s lng nhn s cn thit m bo ton b c cu nhn s hot ng hiu qu nht. Bn m t cng vic c cung cp cho tt c nhn vin phng dch v v Ph tng. y l bn m t chi tit cc cng vic ng nh thc t m nhn vin ny m nhim. Bn m t ny phi c ch k ca ngi giao vic v ngi c giao vic ng thi phi ghi r ngy c hiu lc v c xem xt li nu cng vic ca nhn vin thay i. Trm dch v c t nht 33% tng s C vn dch v l C vn dch v Toyota (TSA giai on 1) hoc tng ng. Trm dch v c 33% tng s C vn dch v c chng ch C vn dch v Toyota do Toyota Nht Bn (TMC) cp hoc c chng nhn l c trnh tng ng. Nu i l c t hn 3 C vn dch v th phi c t nht 1 C vn dch v t tiu chun. Trm dch v c k thut vin sa cha chung l k thut vin Toyota hoc tng ng. Cc K thut vin ny c chng ch K thut vin Toyota do TMC cp hoc c chng nhn l c trnh tng ng. Cc K thut vin ny c kh nng thc hin cng vic Bo dng nh k v cc cng vic thng xuyn khc. Trm dch v c 10% tng s K thut vin sa cha chung l K thut vin trung cp ca Toyota hoc tng ng. Cc K thut vin ny phi c chng ch K thut vin Trung cp ca Toyota do TMC cp hoc c chng nhn l c trnh tng ng. Cc k thut vin ny c kh nng thc hin cc cng vic i tu my, gm v in. Trm dch v c 2 K thut vin l K thut vin Chun on ca Toyota hoc tng ng. Cc K thut vin ny phi c chng ch K thut vin Chun on ca Toyota do TMC cp. H c kh nng thc hin cc chun on n gin v my, gm v in. Trm dch v c 1 K thut vin l K thut vin chun on cao cp ca Toyota K thut vin ny c chng ch K thut vin Chun on Cao cp ca Toyota do TMC cp. H c kh nng thc hin cc cng vic chun on phc tp v my, gm, in, ting n v rung ng, cng nh c kh nng hng dn cc K thut vin khc. Trm dch v c K thut vin Thn xe v Sn l K thut vin Toyota hoc tng ng Cc k thut vin ny c chng ch K thut vin Thn xe v Sn ca Toyota do TMC cp hoc c chng nhn l c trnh tng ng. Cc k thut vin ny c kh nng th hn cc cng vic nh: sa vt lm, hn, chun b b mt, phun sn, che chn Trm dch v c 10% K thut vin Thn xe v Sn l K thut vin Trung cp ca Toyota hoc tng ng. Cc K thut vin ny phi c chng ch K thut vin Thn xe v Sn Trung cp ca Toyota do TMC cp hoc c chng nhn l c trnh tng ng. Cc K thut

35

vin ny c kh nng thc hin cc cng vic nh : nn khung xe, thay th tm v xe, phun sn, chnh mu Trm dch v c 1 K thut vin Thn xe v Sn l K thut vin cao cp ca Toyota K thut vin ny phi c chng ch K thut vin Thn xe v Sn Cao cp ca Toyota do TMC cp. H c kh nng thc hin cc cng vic nh: nn khung xe, chnh mu, phun dm v, Din mo bn ngoi ca nhn vin Dch v v Ph tng sch s v gn gng. Tt c nhn vin tip xc trc tip vi khch hng phi c din mo sch s, gn gng v eo bin tn. ng ph K thut vin cn phi sch, c ngha l h c th vo xe ca khch hng m khng gy bn ni tht. 2. Pht trin ngun nhn lc Trm dch v c phng dng cho vic o to ni b. Trm dch v cn c mt phng ring s dng cho cng vic o to ni b. Nu trong trng hp khng th b tr c phng ring th Trm dch v cn quy nh mt phng thch hp c th s dng cho vic o to. Trm dch v c cc Cm nang o to (a TEAM 21, cc ti liu khc) v cc Cm nang s cha. y l nhng ti liu do TMV cung cp ph v cho cng vic o to v hc tp ca K thut vin. Trm dch v trang b my tnh c ci chng trnh o to TEAM21 dnh cho K thut vin. My tnh ny c ci chng trnh o to TEAM21, danh ring cho vic nghin cu hc tp ca K thut vin. Trm dch v phi trang b my chiu, TV v Video c th s dng cho vic o to . y l nhng trang thit b cn thit gip cho vic do to c d dng, hiu qu. Trm dch v trang b cc thit b o to nh ph tng, m hnh o to. Cc ph tng, m hnh o to nh ng c tng thnh, mt s cm chi tit khc nh: hp s t ng, hp s thng, vi sai, tng phanh, b dng c o to, t dng c gm thit b o, ng h vn nng, cc dng c c bit Trm dch v c ngi ph trch vic o to v c phn b thi gian cho cc cng vic lin quan n o to. Ngi ph trch o to ni b c th l kim nhim v phi c phn b t nht l 20% thi gian lm vic lp k hoch, thc hin cc kho o to. Trch nhim lin quan n vic o to ni b v thi gian phn b cho vic o to cn c ghi r trong bn m t cng vic ca ngi ny. Trong trng hp i l c chi nhnh v vic o to nhn s cho chi nhnh ny cng do ngi ph trch o to ca i l m nhim th thi gian cn phn b cho ngi ny t nht l 30% thi gian lm vic. Ngi ph trch do to lun phi tham gia y cc kho o to ca TMV v k nng ging dy. TMV c nhng kh o to v k nng ging dy dnh ring cho ngi ph trch o to ca Trm dch v. nng cao hiu qu trong vic o to ni b th ngi ny cn tham gia y cc kho o to ny. Trm dch v phi c k hoch o to ca Toyota bng vn bn cho cc nhn vin phng Dch v v Ph tng. Kim tra k hoch o to bng vn bn ca TMV cho nm hin ti, cn ghi r tn ngi c c i o to mi kho. Trm dch v lun c cc chng trnh v k hoch o to ni b. Chng trnh o to ni b bao gm: o to nh hng cho nhn vin mi tuyn dng, o to ti ch cho nhn vin mi theo v tr cng vic. K hoch o to ni b bao gm: 36

o to b sung v chuyn mn, o to v xe mi, o to trc khi c nhn vin i d cc kho o to do TMV t chc Cc kho do to ni b lun c t chc y theo nh chng tnh c xy dng. Cc kha o to ni b cn c t chc y v kp thi theo nh chng trnh v k hoch o to c xy dng. Sau khi hon thnh cc kho o to, mc nm bt thng tin v kin thc hoc s tin b ca nhn vin lun c nh gi v phn hi kt qu cho h. nh gi cht lng ca kh o to v mc tip thu ca cc nhn vin tham gia th cn c bi kim tra trc v sau mi kha o to. Kt qu nh gi c phn hi cho nhn vin h nm c cc im yu tip tc ci thin cng nh gip cho Trm dch v nm r tnh hnh nhn s ca mnh gip cho vic lp k hoch o to tip theo. Trm dch v lun phi nh gi trnh tay ngh ca K thut vin t nht 6 thng mt ln nm c tnh trng thc t ca h v nh hng cho vic o to b sung. Nm trnh tay ngh thc t ca tng K thut vin gip nh hng cho vic o to nng cao tay ngh ca h. Ngi tham gia nh gi l t trng, qun c v Trng phng dch v, s dng phiu nh gi vi cc tiu ch nh gi v trnh tay ngh ca K thut vin trong vic thc hin cng vic hng ngy ti xng. Trm dch v lun phi theo di v phn tch cc trng hp xe phi sa cha li sau thng bo cho nhn vin bit ci thin cng vic. Phn tch cc trng hp xe phi s cha li gip Trm dch v xc nh c nguyn nhn, qua gip xy dng cc bin pht trnh ti din v lp k hoch o to ci thin cc im yu ca nhn vin. Trm dch v lun c chnh sch bng vn bn khuyn khch nhn vin nng cao trnh . y l chnh sch khc vi cc chnh sch khuyn khch nng co hiu sut. y c th l ch tng lng hay cc phng php khc nhm ghi nhn hoc khuyn khch nhng nhn vin hoc mun nng cao trnh . Mc ch ca chng trnh ny l ci thin di hn trnh ca nhn vin v gi h lm vic lu di cho Trm dch v. Tt c nhn vin cn c bit v chnh sch. Vic nh gi hot ng ca ton b nhn vin Dch v v Ph tng lun c thc hin hng nm. Vic nh gi hot ng ca ton b nhn vin cn c thc hin t nht mi nm mt ln nhm xc nh xe h c p ng c yu cu ca cng vic khng. Vic ny cng gip thit lp cc chng trnh o to b sung v nh hng ngh nghip cho nhn vin.

3. An ton lao ng v nguyn tc 4S Trm dch v c h thng thng gi thch hp. Tt c K thut vin cn c lm vic m khng nh hng bi khi lng kh x ln v lin tc. C th s dng qut hoc h thng ht khi x. Vn ny cn tun theo cc quy nh ca a phng. Trm dch v lun c quy nh hay hng dn bng vn bn cho nhn vin v vn an ton, duy tr s sch s v ngn np trong Trm dch v. y l vn bn vao gm cc quy nh hay hng dn v vic bo qun hoc x l cc cht/vt liu nguy him, phng trch tai nn cho nhn vin, phng chy v cha chy, s dng an ton cc thit b trong xng, cc nguyn tc 4S, K thut vin lun s dng cc dng c bo h thch hp theo ng hng dn v an ton. Cc dng c bo h bao gm giy bo h, gng tay, knh bo v mt, khu trang v cc dng c thch hp khc. Cc dng c ny s dng cho nhn vin trc tip tham gia vo cng vic bo dng, sa cha xe v tip xc vi cht c hi. Cn c ngi theo di vic s dng cc dng c ny ca K thut vin v bo co khi cn thit. Trm dch v lun c t thuc s cu ban u trong iu kin tt v c t ni d ly. 37

T thuc phc v cho vc s cu ban u nhng tai nn nh v nng. T thuc cn c s lng, chng loi, lun trong iu khin tt v c t ni d ly. Cn c ngi ph trch vic kim tra v b sung thuc nh k. C bn lit k danh mc, s lng thuc v hn dng gip cho vic kim tra v s dng c d dng. Trm dch v lun c bnh cha chy trong iu kin tt v c t ni d nhn thy v d ly. Cc loi bnh cha chy cn c dung tch ph hp v sn sng s dng. V tr ct gi cn c ch r v khng c vt che chn, cn ng ti. Cn theo ng cc quy nh ca a phng. Nhn vin cn c o to v cch s dng bnh cha chy. C ngi ph trch vic kim tra v bo dng nh k cc bnh. Trm dch v c sn nhng cht thm du v gn khu vc khoang sa cha cho k thut vin s dng kp thi khi cn. Cht thm du c th l gi lau, giy thm, ct mn ca, tinh th ht du hoc ho cht c bit. Tiu ch quan trng l tnh nng thm du trn hiu qu. Cht thm du cn c v tr d ly v khi lng cn thit. Nn v tng ca Trm dch v lun sch s, khng c du, m, nc, rc bn lun c duy trnh tnh trng tt. Nn v tng ca Trm dch v phi c duy tr sch s v lun trong tnh trng hot ng tt tng hiu sut lm vic, gim nguy c mt an ton v c bit l th tnh chuyn nghip cao ca Trm dch v cng nh s hi lng ca khch hng. Nhng vt h hng v khng cn thit c dn khi xng ng lc v phi c khu vc lu gi tm thi nhng vt ny. Cc vt h hng, khng cn thit phi c dn sch khi khoang sa cha v bn ngui sau mi cng vic. Cn b tr khu vc lu gi tm thi nhng vt ny v c lch dn khi Trm dch v nh k. i vi cc ph tng thay ra ca xe c bo him, Trm dch v cn tho thun vi cng ty bo him v khong thi gian ti a lu gi cc ph tng ny (thng thng l trong mt thng). Phng sa cha ng c lun sch s v ngn np y l khu vc d b bn. Cn duy tr s sch s v ngn np tng hiu qu lm vic, gim nguy c mt an ton v t bit l th hin tnh chuyn nghip cao ca Trm dch v. V tr hoc ni bo qun cc dng, thit b v vt dng thng thng lun c quy nh r rng. y l cc dng c, thit b v vt dng nhiu ngi s dng. V tr cn c quy nh r rng bng vch sn v nhn tn to, r, d c. Xp t v tr thch hp cho cc vt dng trn s nng cao hiu qu cng vic. Khu vc ct gi dng c chuyn dng (SST) v cc dng c thng dng lun sch s v ngn np. Duy tr s sch s ngn np ti khu vc ct gi dng c chuyn dng (SST) v cc dng c thng dng s nng cao hiu qu cng vic v th tnh chuyn nghip cao ca Trm dch v. Hnh mt ct ca cc dng c chuyn dng (SST) lun c s dng trn cc bng SST. Hnh mt ct hay nh ca cc dng c chuyn dng gip K thut vin xc nh nhanh chng v tr ca chng ct gi sau khi s dng v nhng dng c ang c s dng. Nhng hnh ct hay nh ca dng c phi d nhn bit gim thi gian v chuyn ng tha ca K thut vin. Nn c tn v m ca tng dng c hnh mt ct. Trm dch v lun s dng bin tn, s dng k hoc cc du hiu trc quan xc nh tn ngi dang s dng dng c, thit b v SST. Bin tn hoc cc du hiu trc quan c t ln v tr mt dng c ang c s dng gip nhn bit nhanh ngi no ang s dng dng c . Lch bo dng cc cu nng v cc thit b khc lun c th hn mt cch trc quan cng vi tn ca ngi chu trch nhim. 38

Cn treo/dn lch bo dng ngay ti cu nng hoc thit b m bo cng vic bo ng khng b nh v gip cho vic qun l cht ch v d dng. 4. Mi trng Trm dch v c ngi ph trch v cc vn mi trng. Ngi ph trch mi trng cn nm r cc hng dn ca TMV v mi trng. Ngi ny c trch nhim gim st vic tun theo cc quy nh v mi trng trong hng dn ni trn. Ngi ny cn c ch r trong t chc nhn s v c bn m t cng vic ph hp. Tt c cc nhn vin khc cn bit v tr ny. Trm dch v c bn cm kt bo v mi trng v ni khch hng d nhn thy. Cn c mt bn cam kt t ban Gim c v vic tun theo lut v cc quy nh v mi trng ca a phng v phi c trng by cho khch hng v nhn vin ca Trm dch v c th nhn thy. Trm dch v c khu vc an ton lu gi cc loi rc thi theo ng hng dn ca TMV. Trm dch v phi b tr mt khu vc an ton lu gi cc loi rc thi v phi m bo cc tiu ch sau: m bo khng r r, pht tn, tht thot ra mi trng. p ng cc yu cu v qun l cht thi nguy hi cho do c quan qun l nh nc v mi trng quy nh (r ngn, bin bo, v cc bin php bo m khc) C phng n phng chng s c, m bo an ton trong khu vc lu gi. Khng ln cc cht thi vi nhau. Cc cht thi t vic sa cha v dng xe lun c thu gom, thu gi v chuyn giao cho cng ty c chc nng x l. Cc cht thi nh ti kh, c quy, du thi , cht dung mi, lc du, lp xe phi c thu gom, lu gi ng theo hng dn sau chuyn giao cho cng ty c chc nng x l, khng thi/x ra ngoi khng kh, sng, t gy nhim mi trng. Trm dch v c khu vc an ton lu gi cc loi vt t ph (du, m, nc lm mt, du xng ra ph tng, dung mi). Khu vc an ton l khng b tc ng ca nc ma hoc nc ra, cho cc loi vt t ph (khng ln cc loi vt t ph tnh ho l khc nhau), nn khng bong trc, nt, c kh nng chng thm, p ngn cch xung quanh khu vc vt t ph lng nguy hi, phng trng hp r r, c cc bin cnh bo chy. H thng cha chy/thit b cha chy lun trong tnh trng hot ng tt. Trm dch v lun c bin php kim sot ting n cho cc thit b gy n, m bo ng theo quy nh ca php lut hin hnh. i vi cc thit b gy n nh my nn kh, my pht inTrm dch v cn c bin php gim thiu ting n m bo ting n di mc cho php. Trm dch v phi c thit b tch du v nc c thit k theo tiu chun v hot ng tt. Thit b tch du v nc c thit k theo ng tiu chun, c dung tch ph hp vi quy m hot ng ca Trm dch v. Trm dch v c h thng thot nc ma ring bit vi h thng x l nc thi trong xng. Lng nc ma ln lin tc c th lm vng du thng x l nc thi ca xng trn ra ngoi h thng nc thi cng cng gy nhim mi trng, bi vy, Trm dch v cn thit k h thng thot nc ma ring bit vi h thng x l nc thi. Thit b tch du v nc c c bo dng nh k v phiu bo dng nh k c s dng ghi chp li cc thng tin lin quan. Thng xuyn vt vng du v bo dng nh k s bo m thit b ny lun trong iu kin hot ng tt. Cn s dng phiu bo dng nh k ghi li cc thng tin lin 39

quan nh ngy bo dng, ngi chu trch nhim, tnh trng hot ng, thi gian cho k bo dng tip theo Trm dch v phi s dng my thu hi v ti ch ga iu hon cho 100% trng hp sa cha h thng A/C. Trang b my thu hi v ti ch ga iu ho R-12 (cht lm suy gim tng ozon) v R134a (cht lm tri t nng ln) v s dng cho 100% trng hp sa cha h thng A/C. 5. C s vt cht i l phi p ng c yu cu ca TMV v bin hiu v hnh nh ca Toyota. Tiu chun ca TMV v bin hiu v hnh nh ca Toyota cn c p dng. Li vo phng dch v v ph tng lun c ch r v d nhn t ng bn ngoi. Tt c cc bin ch dn, mi tn dn hng vo phng dch v v ph tng phi d nhn thy t ng vo i vi c li xe v ngi i b. Ca vo phng dch v v ph tng phi d dng nhn bit cho mi khch hng sau khi i vo Trm dch v. Bin ch dn v ch vit phi d nhn t ng vo v t khu xe ca khch hng. Cc bin dn hng, ch ng ti cc khu vc cn thit lun r rng v d dng nhn bit. Sau khi vo Trm dch v, khch hng d dng nhn bit cc khu vc cn thit nh khu vc xe, phng ch khch hng, quy tip khch, phng ph tng, quy thu ngn, nh v sinhm khng cn n s tr gip ca nhn vin Trm dch v. Kch thc khoang xe cho khch hng t nht l 3.0m x 5.0m. Kch thc ny cho php vic tip cn xe c d dng v trnh h hng v xe. Gi lm vic ca phng dch v v ph tng lun c ghi r v d nhn t pha ngoi. Gi lm vic cn c ghi r ti cc v tr m khch hng c th nhn thy d dng khi ra, vo Trm dch v. Khu vc tip khch hng ti xe c c b tr hp l gip cho vic giao tip thun tin gia C vn dch v v khch hng. Khu vc ny cn m bo cho C vn dch v d dng giao tip vi khch hng ti xe, nh vic kim tra xung quanh xe, trao i v ghi thng tin cn thit. Phng dch v v ph tng c phng ch thoi mi v tin nghi dnh ring cho khch hng. Phng ch phi tin nghi, c ni tht sch s v c cc thit b ph v khc nh iu ha, ung, sch bo, TV, iu quan trng l to s thoi mi cho khch hng. Khu vc ny c th gn ch trng by xe hoc ph kin. Khu vc lm vic ca C vn dch v v nhn vin ph tng, quy thu tin, phng ch ca khch hng, phng v sinh ca khch hng lun sch s v gn gng. Cn duy tr tiu chun cao v s sch s ti cc khu vc ny. Khch hng cn c n tng v mt c s vt cht tt, tc phong lm vic chuyn nghp v c t chc. Trm dch v cn a ra quy nh v vic duy tr s sch s v gn gng ti cc khu vc ny. Cc hng mc sau c c trang b v duy tr tnh trng tt cho k thut vin: phng thay qun o, phng tm, phng v sinh, phng ngh. Tng khu vc phi ngn np, sch s. Trm dch v cn a ra quy nh v vic duy tr s sch s v gn gng ti cc khu vc ny. Phng thay qun o ca K thut vin c trang b cc t c nhn (hoc gi treo qun o), gi giy. K thut vin cn c t qun o (hoc gi treo qun o) v gi giy dp, trnh ba bi nhng v tr khng c quy nh. Phng ngh ca K thut vin phi c trang b c bn nh bn gh, iu ho/qut, nc ung

40

Phng ngh ca K thut vin cn c nhng trang thit b c bn, to iu kin cho h nghi ngi thoi mi trong thi gian ngh, m bo sc kho v thc hin cng vic hiu qu. Tt c cc khoang sa cha chung, khoang sa cha thn xe v sn c kch thc tiu chun. Khoang sa cha chung c kch thc t nht l 4m x7m. i vi sa cha Thn xe v sn: Khoang kim tra h hng, khoang tho lp ph tng, khoang nh bng, khoang sa tm v xe, khoang chun b b mt, khoang sy 4m x 7m. Bung sn 4m x 7m x 2.5m. Khoang nn khung loi di ng 4,5m x 8m. Khoang nn khung loi sn 5,5m x 8m. Khoang kim tra cui cng 4,5m x 8m. nh sng ti cc khoang sa cha chung, khoang sa cha Thn xe v sn phi t tiu chun. nh sng tiu chun ti cc khoang sa cha chung t nht l 350 lux. i vi khu vc sa cha thn xe v sn: Khoang tho/lp ph tng, khoang sa cha 500lux. Khoang kim tra h hng, khoang nn khung, khoang sa tm v xe v khoang chun b b mt 700 lux. Bung sn v khoang nh bng 1000 lux. Phng pha sn 1000 lux. Khoang kim tra cui cng 1500 lux. Tiu chun nh sng phng pha sn v khoang kim tra cui cng l bt buc. Trm dch v c ch b tr khu vc u xe cho xe ch giao. Sau sa cha, bo dng xong, xe phi c chuyn ra khoang xe ch giao C vn dch v c th xc nhn li cc cng vic c hon tt v giao xe cho khch hng. Xe trong Trm dch c u ng trong cc khu vc xe quy nh Xe khng u cc khu vc khng c quy nh chng hn nh trn cc li i trong xng trnh gy ln xn, cn tr hot ng lm gim hiu qu cng vic.

6. Dng c v thit b Trm dch v lun p ng tiu chun theo cc hng dn ca TMV v thit b, bao gm c SST. TMV c mt bn hng dn v thit b bao gm c SST cn trang b cho xng dch v. Nhng hng mc b mt hoc hng cn c thay th kp thi. K thut vin c nhng dng c cm tay c bn thc hin cng vic mt cch hiu qu. TMV c mt bn hng dn v cc dng c cm tay c bn cn trang b cho K thut vin. Nhng dng c b mt hoc h hng cn c thay th kp thi. Dng c sa cha lun c kim tra nh k. Cn c ngi ph trch vic kim tra nh k cc dng c sa cha. Thc hin vic kim tra hng thng, nhng dng c b mt hoc h hng cn c thay th kp thi. Tt c cc n phm v hng dn vn hnh, sa cha, cng thc pha mu, bn tin k thut v s mch in c sp xp theo loi xe v/hoc nm sn xut v c ni d tip cn. Nhng cun sch lin quan ti cng mt loi xe hay mt ch u cn c lu gi cng nhau. nh s hoc cc k hiu khc ln trn gy sch lu gi ng ch. H thng tra cu in t cng p ng tiu chun ny. Tt c sch hng dn, cm nang sa cha cn c gn K thut vin h d dng tm thy nhm t c hiu qu s dng cao nht. Trm dch v c ngi chu trch nhim vic bo qun cc n phm. 41

Cn c ngi chu trch nhim trng coi v bo qun cc n phm ny m bo chng lun trong tnh trng tt v c sp xp hp l. Bng thng s k thut c bn ca xe cn c sn ti cc khoang sa cha K thut vin s dng trong qu trnh bo dng, sa cha xe. 7. Hot ng bo hnh Trm dch v c nhn vin ph trch v bo hnh Nhn vin ph trch bo hnh c th l kim nhim, c trch nhim tip nhn khch hng khiu ni, phi hp gii quyt khiu ni, ng k thng tin bo hnh vo mng, lm n yu cu bo hnh yu cu bi hon chi ph bo hnh, lu gi ti liu bo hnh v qun l cc s liu. Trm dch v lun c y cc ti liu ph v cho cng vic bo hnh nh Quyn chnh sch v Quy trnh bo hnh, S m bo hnh v cc bn tin, S nh mc gi cng. Trm dch v c cc ti liu ni trn v c lu gi ni quy nh, d tm kim v do ngi ph trch bo hnh qun l. Trm dch v c y cc hng mc s dng cho cng vic bo hnh nh S bo hnh, Th ph tng bo hnh, Mu n TWC bng giy. Trm dch v cn d tr y cc hng mc nh: S bo hnh, Th ph tng bo hnh, Mu n TWC bng giy vi s lng c tnh cho nhu cu s dng trong vng 6 thng tnh t thng t hng ti TMV. Trm dch v lun cc cc mu Phiu kim tra trc khi giao xe (PDS Checksheet), Phiu bo dng nh k (Preiodic Maintenance Checksheet). y l cc mu phiu do TMV quy nh. Trm dch v cn photo lm nhiu bn r nt, sch s v ni d ly khi s dng. Trm dch v c trang b T ti liu bo hnh, Gi ph tng bo hnh c bin hiu r rng, d nhn bit . T ti liu bo hnh l ni lu gi cc ti liu, hng mc ph v cho cng vic bo hnh do nhn vin ph trch bo hnh qun l. Gi ph tng bo hnh l ni lu gi cc ph tng bo hnh c thay ra. Gi ph tng c ti thiu 4 ngn v c gn nhn ghi th t thng thay th: Thng th nht, thng th hai, thng thc ba, ph tng ch hu. Gi ph tng bo hnh do nhn vin ph trch bo hnh qun l. Ph tng bo hnh lun c lu gi v hu b theo quy nh ca TMV v cc thc v thi gian. Tt c ph tng bo hnh thay th u c phi lu gi trn gi ph tng bo hnh v c gn th ph tng bo hnh c iu thng tin. TMV quy nh Trm dch v lu ph tng bo hnh ti thiu 3 thng, ti a 6 thng (tu vo kh nng lu kho ca Trm dch v) v sp xp theo th t thng thay th. Trm dch v phi thc hin vic hu b i vi cc ph tng lu qu thi hn ti a. Trm dch v phi thc hin hu b i vi cc ph tng lu qu thi hn ti a. Trm dch v ch gi li ph tng qu hn trong trng hp c cng vn yu cu lu gi c bit t TMV. Trm dch v c file h s lu gi cc Phiu ng k bo hnh, Phiu yu cu sa cha bo hnh, n yu cu thanh ton bo hnh, bo co thanh ton bo hnh chi tit v h s lu cc th t, cng vn t Nhm bo hnh TMV. Trm dch v phi lp cc file h s lu cho tng loi giy t ni trn theo th t d tm, c gn tn. i l phi xy dng quy trnh thc hin gia phng dch v v phng bn hng v vic cp s bo hnh cho khch hng mua xe mi. Quy trnh ny th bng vic phng bn hng ca i l c n yu cu lm PDS v cp s bo hnh i vi phng dch v cho tt c cc trng hp giao xe mi v phng dch lu li n yu cu ny sau khi cc cng vic c thc hin. Mu n yu cu ny do i l t lp ra. 42

Trm dch v phi tch, lu gi v gi Phiu ng k bo hnh cho TMV theo quy nh v cch thc v thi gian. Trc khi giao S bo hnh cho khch hng, Trm dch v phi tch Phiu ng k bo hnh bn lu v bn gi cho TMV. Bn lu cn c lu vo file v lu theo th t ngy giao xe ghi trn phiu. Bn cho TMV c gi n TMV vo mi cui thng, tc l ton b phiu ca thng hin ti phi c gi n TMV trc ngy 05 ca thng sau . Trm dch v lun phi ng k thng tin bo hnh vo mng kp thi. Trong vng 10 ngy k t ngy giao xe c ghi trn Phiu ng k bo hnh, Trm dch v cn ng k thng tin bo hnh vo mng bo hnh.

8. Thng tin k thut Trm dch v c nhn vin ph trch k thut. Ngi ph trch k thut c th l kim nhim. Ngi ngy c trch nhim lm bo co k thut, xc tin cc chin dch c bit v l ngi lin h vi TMV v cc vn k thut. Trm dch v c sn cc ti liu k thut nh hng dn vit bo co k thut cc hng dn khc ca TMV. y l cc ti liu do TMV cung cp, bao gm Cm nang x l thng tin k thut, Quy trnh vit bo co k thut, Quy trnh thu hi ph tng, Quy trnh sa cha cm chi tit, Quy trnh thc hin chin dch c bit. Trm dch v lun phi np bo co k thut ph hp vi yu cu ca TMV v s lng . Cc bn bo co k thut ca Trm dch v cn m bo s lng nh TMV yu cu. Trm dch v lun phi np bo co k thut ph hp vi yu cu ca TMV v cht lng. Cc bn bo co k thut ca Trm dch v cn m bo yu cu v cht lng do TMV t ra. Trm dch v lun phi np bo co k thut ph hp vi cc yu cu ca TMV v thi gian. Cc bn bo co k thut ca Trm dch v cn m bo thi gian yu cu ca TMV. Nhng thng tin vit trong bo co k thut cng nh thng tin k thut nhn c t TMV lun c chia s vi tt c nhn vin dch v v ph tng. Cc thng tin cn c chia s vi cc nhn vin Dch v v Ph tng h hiu c vn v tit kim thi gian. Thng tin c th c chia s trong cc bui hp thng k ca phng, pht cho nhn vin c hoc dn trn bng tin k thut. Nhng thng tin trn lun c sp xp v lu gi c th d dng tham kho ngay khi cn. Cc bn thng tin k thut c chia s vi nhn vin cn c sp xp v lu gi c th d dng xem li ngay khi cn. 9. Quy trnh dch v 9.1 h thng hn Trm dch v c quy trnh hn bng vn bn. Trm dch v c quy trnh hn bng vn bn, bao gm vic nhn cuc hn, chun b trc khi hn khch hng. Vic nhn cuc hn lun c thc hin ng theo quy nh nhn cuc hn Tt c nhn vin nhn cuc hn cn c o to thc hin mt quy trnh nhn cuc hn ng nht. Cn ghi li thng tin v khch hng, thng tin v xe v yu cu ca khch hng. a ra s la chn v ngy, gi hn v chi ph nu c th, sau nhc li ngy, gi cho khch hng. Cm n khch hng t cuc hn. Trm dch v lun lin lc li vi khch hng khng nh li cuc hn. Vic khng nh li cuc hn s nhc cho khch hng n ng gi hn v gip lm gim ng k t l khch hng m khng ti. 43

Trm dch v lun lc vi nhng khch hng hn nhng khng ti v c gng hn li. Khch hng khng ti l khch hng t cuc hn vi Trm dch v nhng v l do no nn khng ti. C vn dch v lun chun b trc Phiu yu cu sa cha cho cc khch hng hn Phiu yu cu sa cha cn c chun b trc khi khch hng ti gip cho qu trnh tip khch c nhanh chng v to n tng tt vi khch hng