T/LADA 004-2017 Active Group standards

T/LADA 004-2017 Automotive 4S Store After-sales Service Specification

Publish Date: 2017-02-01 Implement Date: 2017-03-01 For services related to genuine standard inquiry, procurement, translation, and other related services in China, please Contact Us

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Basic Information

Standard Code: T/LADA 004-2017

Standard Type: Group standards

Standard Status: Active

is_force_gb: no

CCS Name: Economic and cultural

ICS Name: The company's (enterprise's) services

Publish Date: 2017-02-01

Implement Date: 2017-03-01

Scope

Scope: This standard specifies the basic principles, basic requirements, workflow, work content, and evaluation of after-sales service for automobile 4S stores. This standard applies to the standardized management of after-sales service for automobile 4S stores, and can also be used as a basis for evaluating the quality of after-sales service in the automotive industry and meeting customer requirements. Main technical contents: - Basic principles: elements such as after-sales service organization, technical documents and materials, logistical support, technical personnel, product quality feedback systems, and after-sales service archives. - Basic requirements: qualifications, service processes, assemblies and parts, standardized labor time quotas, and repair technical archives. - Workflow: reception services, work management, vehicle delivery services, and follow-up services. - Work content: customers who bring in vehicles for repair or consultation, business inquiries and diagnosis, business negotiations, repair estimates, repair services, commitment to repair quality and delivery time, handling delivery procedures, processing procedures for vehicles brought in for repair, handling additional repair items, querying work progress, product delivery, repair rescue services, customer file management, customer tracking and complaint handling, follow-up services, appointment repair services, and filling out and submitting business statistical reports. - After-sales service