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服务部指导手册长安福特授权经销商台州森加福汽车销售服务有限公司版本号：目录第一章QUALITYCARE简介......................3一、QUALITYCARE简介..................................3二、QUALITYCARE构成图..............................4第二章组织结构................................................5一、服务部组织结构图....................................5二、岗位职责....................................................61、服务经理..................................................62、前台主管..................................................73、服务专员..................................................84、技术主管..................................................95、车间主管................................................106、索赔专员................................................117、PDI专员.................................................12第三章服务部作业流程..................................13第一节互动接待流程..............................131．流程概述................................................132．八步预检流程........................................143．互动式接待流程图................................154．互动接待预检表....................................175．维修任务委托书....................................186．维修结算单............................................19第二节目录式报价..................................201．流程概述................................................202．目录式报价流程....................................213．常用配件价格表....................................224．常用工时价格表....................................275．常规保养计划........................................296．保养明细表............................................31第三节工单排程......................................401．流程概述................................................402．工作排程流程........................................41第四节品质控制......................................441．流程概述................................................442．施工和过程控制流程............................453．技师维修总流程....................................464．外返流程................................................465．质检流程................................................466．试车流程................................................467．试车制度................................................46第五节完工出票......................................461．流程概述................................................462．完工出票流程........................................46第六节交车作业......................................461．流程概述................................................462．交车流程................................................463．服务专员交车的标准话术....................46第四章服务部相关工作..............................46第一节PDI工作流程...............................46第二节索赔流程......................................461．索赔流程................................................462．延长保修索赔流程................................463．延长保修报备表....................................464．索赔零件返还标签................................46第三节5S..................................................461．规章制度................................................462．5S考核表................................................463．5S区域划分及执行标准........................46第四节文...