In 2009, it was already halfway. Despite the financial crisis and the dual impact of the engine market in early 2008, the sales data from Dongfeng Cummins Engine Company indicated that the signs of recovery in Dongfeng Cummins's market in the first half of the year have been very obvious. Among them, the Middle East Wind Cummins Engine of the National Energy Saving and Environmental Protection Model Demonstration Project of Hybrid Bus, BRT Bus Rapid Transit, etc. won the bid frequently and won praise in the operation of pilot cities such as Shenzhen and Zhengzhou; the overseas market was even more in contrarian, except for the first quarter. In addition to the bulk shipments of CUHK and Yutong buses exported to Angola and Kuwait, the 2,000 Yutong buses exported to South America in the third quarter will all use Dongfeng Cummins engines. For good market performance, Bai Feng, deputy general manager of Dongfeng Cummins, said that in addition to its own product and brand advantages, Dongfeng Cummins's outstanding service is also one of the core elements to win the market.
In 2008, the State III emission regulations began to be fully implemented. The engine was switched from mechanical to electronically controlled. The product technology platform took a qualitative leap. The model and requirements for after-sales services also had a huge impact; at the same time, more mature products and more The fierce market competition makes the user's attention to the service reach an unprecedented height. Dongfeng Cummins's strategic plan for building a core competitiveness of services is precisely the accurate grasp and timely feedback of changes in customer service requirements. As Li Feng, service manager of Dongfeng Cummins said, “In the era of electronically controlled engines, we hope to provide users with “expert-style services.†We are not satisfied with the sale of products, and we strive to sell them through “expert-style services.†Customers bring more added value."
Professional service, winning at the starting point
Bringing “expert services†usually means more professional, more experienced, and trustworthy. Electronically controlled engine service is very different from the previous mechanical engine service. Many mechanical engine failures are mechanical failures. Judgment and elimination are relatively simple, and the level of maintenance personnel is not as demanding. Electronically controlled engines have high technology content. The structure is complicated, and you need to rely on the computer and professional software to determine the fault and use professional service tools to eliminate it. It can be said that in the era of electronically controlled engines, only professional service personnel and specialized maintenance tools can meet the requirements of users.
In terms of electronically controlled engine services, Dongfeng Cummins can be said to have an “innate†advantage over other companies: As one of Cummins’ joint ventures in China, Dongfeng Cummins shares Cummins’ global electronically controlled engine service information database. Electronically controlled engines have been put into use abroad for many years. Cummings has extensive experience in service, information is also very complete, and maintenance tools and software are also mature. In Cummins' globally connected service information database, all kinds of failure problems that may be encountered in the operation of the engine are readily available. Using professional diagnostic tools, Dongfeng Cummins service personnel only needs to input the status and types of faults, that is, the steps to find answers and solve problems, supplemented by professional repair tools, which greatly improves service efficiency and user satisfaction. .
“The road conditions in each country are not the same, and the problems encountered in the use of the engine may not be the same. Therefore, the accumulation of localized service experience is equally important.†Li Lei told reporters. With Cummins' strong service support, in order to better serve local Chinese users, Dongfeng Cummins has also made full use of resources to regularly collect representative maintenance problems encountered by its own special maintenance service stations, and compiled electronically controlled engine maintenance. Case service manuals are handed out to every service worker at the national service station. This two-way attack from the outside and inside provides customers with reliable protection for “expert†services.
Early care, take the initiative
In addition to its rich service experience, Dongfeng Cummins's innovation in the service model of the electronic control machine has also provided strong comments for its expert service strategy, and has improved Dongfeng Cummins' service competitiveness. In the traditional concept, service is a post-process business that is built around products and is a "passive response" model. However, as mentioned in the article by “Chen Xie sees Cai Yugongâ€, it is better to eliminate major illnesses at the bud stage. Therefore, another aspect of Dongfeng Cummins's expert service is to change "passive response" to "proactive attack," and help users to better use the engine and minimize failures.
At the beginning of the popularity of electronically controlled engines, due to the new transformation of product platforms, on the one hand, the new service capabilities of service stations are relatively weak, and users are also not familiar with it. The problems that arise are, in addition to the product's own failures, much of it is caused by improper operations. Caused. Dongfeng Cummins's "early care plan" is to provide special care for customers in this situation: on the one hand, it provides electronic control services and training to provide large-scale support in the early stage of market launch, and guides and develops customers' use of electronically controlled engines. Timely troubleshooting, training a large number of professional service personnel to ensure the smooth investment and use of new products.
The "actively attacked" service model provides users with better services while also laying a solid foundation for enhancing Dongfeng Cummins' service competitiveness. For large customers such as transportation companies, bus groups, and tour companies, Dongfeng Cummins takes the initiative to focus on spare parts for customers' key lines; regularly trains its drivers and repairers so that they can better operate and maintain the machines, etc. Wait. This kind of active service and actively integrated service approach has not only greatly improved customer satisfaction, but also has brought Dongfeng Cummins closer to customers, which is conducive to Dongfeng Cummins listening to customer needs and improving products.
In a mature market, the sale of products does not mean the end. The service after the sale is also an important component of the value of the products provided by the business. Good service has become the consensus of the company. We review Dongfeng Cummins's service initiatives and can see a clear idea of ​​providing "expert-style services" and building the core competitiveness of services.
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