BMM售后服务运营手册版本:日期:状态:作者:1.02010年8月31日进行中/完成/发行BBS-4售后服务商务发展,XXX修改记录:版本日期作者修改1.02010年8月31日XXX初稿目录0介绍................................................................................................................................................311.11.21.3BMW品牌.........................................................................................................................................4BMW历史.............................................................................................................................................4BMW品牌价值.....................................................................................................................................9客户导向..............................................................................................................................................1422.12.22.32.42.52.6BMW售后服务项目......................................................................................................................16BMW售后服务团队介绍....................................................................................................................16六个基本点..........................................................................................................................................19BMW预约快修通道.....................................................................................................................21小钣喷快修.........................................................................................................................................25尊贵客户..............................................................................................................................................27车间专用工具及设备供应.....................................................................................................................3033.13.23.33.43.53.63.73.83.9aBMW售后服务流程.......................................................................................................................33预约安排..............................................................................................................................................33预约准备..............................................................................................................................................36服务咨询..............................................................................................................................................39保修和善意保修...................................................................................................................................45维修车间计划.......................................................................................................................................49工单处理..............................................................................................................................................52增加工单内容.......................................................................................................................................55内部车间测试.......................................................................................................................................58质量检查..........................................
