Part one
Time's always passed in busy hours. But i've learned a lot and learned a lot at 4s, and i've got a summary of my work and learning. In 20xx, i went to a new village shop, where i worked after the car was sold, and with the help of the leaders, the comrades around me, i made great strides in thinking and working. Looking back at the work done on the job, the main points are the following:
I. Awareness of work and better understanding of oneself in a demanding environment
When i got on duty, i realized that my understanding of after-sales services was just something on the fur, a lot of things i had not thought of before, so my first step was to position myself and know my job. I feel that a person's perception of what he or she is, how he or she works, how he or she works, how he or she has a high standard of work, often because of the environmental impact of his or her work. I understood from the very beginning to the present, and i could not be separated from the help of my superiors and departmental colleagues. If i may sum up the state of my department's work over this period, it is six words: strict, tense, busy. Strict work requirements, an intense learning atmosphere and a busy work tempo. From ambiguity to clarity, i am fully aware of the importance of my work. In the course of my work, in the face of the high standards and strict requirements of leadership, in the face of the enthusiasm and active learning attitude of my colleagues around me, and in the face of the intense and efficient pace of work, i am deeply infected. I am fully aware that, as a member of this collective, i cannot, first of all, “smuggle” this collective “legitimacy” and, on that basis, be integrated as soon as possible into the atmosphere of “working hard to learn and work” that we have created. With this environmental impact, my efforts to become familiar with my work in a short period of time, and in realizing this idea, my standards of work are constantly being raised, always reminding myself to remain in good spirits at all times, to set high standards of work at all times and to do everything in the interest of the whole. This is also an important guarantee that i will be able to carry out my task better during this period。
Ii. Improved quality in hard-working learning
It should be said that the past year has been one of hard work. Because of their relatively short time in the automobile industry, more must be done to achieve the same standards. Learning has enabled me to make a leap forward, both in terms of car service reception and in terms of business knowledge of my position. This is all the more proof of the deep truth that “if you pay, you must pay”。
Iii. Seeking breakthroughs in familiarity, seeking innovation and making progress
Looking back at the busy work of the past year, from ignorance to familiarity with the present, from young people at the university of new york to para-professionals at present, and from the awareness of their colleagues in the sector of close cooperation among themselves, every great move at work is a exercise for themselves and a test. I'm going to have to do a lot of things like selling a car service。
In short, the car is a growing sector, and it is a good place to grow, and i am fortunate to be with it, and it gives me a deep recognition by an undiscovered person of the nature of the work, that is, the collaboration between one and the other, that one can be talented, but without the help of others, that one cannot do anything by himself, and that i have learned a lot in my work, and i have learned a lot in humanism. I'm tired of feeling busy, but i'm feeling happy and tired. I believe that this will also provide a solid basis for further progress in learning for the future. I also know that there is something that i do not like. For example, in the case of hospitality, the requirements for excellence have not been met; work has sometimes been overstretched, lacked in-depth work styles, etc. In my future work, i will strive to overcome shortcomings, correct shortcomings, strengthen exercise and contribute to the overall working level of the company through outstanding performance。
Title ii
It is well known that xx's 4s store is now growing as rapidly as it is in the rain, with the attendant growing rationality and maturity of consumption perceptions and demands. In the six months that have passed, we have seen the cruelty of the market economy, and as xx automotive sales ltd., i have also been under the severe test of the market, but i have been under pressure in the back of my sales department to carry out the tasks of the first half of the year with the joint efforts of company leaders and all cadres。
The following is my analysis of the performance of my department in the first half of 2019:
I. Operations after sale
The end-of-year job after sale in 2019 was xx million, and by the end of 2019 we had actually completed xx dollars and completed xx per cent of the year-round plan, largely in line with the projections at the beginning of the year。
Of these, the total number of incoming stations is xx, the total cost of the workshop is xx dollars (mechanical: xx dollars, zirconium:xx dollars, paint:xx dollars) and the sale of our accessories is xx dollars, of which the cost of materials (without taxes) is xx dollars, the material is xx dollars and the total cost of the spare parts task is xx per cent of the year。
Ii. Property maintenance costs
In order to strictly control the expenditure, we have put in place a complete equipment overhaul system for all properties, scheduled to check all property equipment to find timely solutions to the problem and to avoid the problem becoming larger and greater losses. The cost of repairing the property and equipment that we sold in the first half of the year was only $ xx, thanks to a concerted effort by all of you to make the maintenance of the property more expensive and more economical。
Iii. Status of human resources
Issues such as greater staff mobility and human resource distribution are now prevalent in many companies, and since i have sold, i now have a total staff of xx, of whom xx are managers, x are employees (except for managers, front desk receptions of xx, mechanics of xx, squirming of x, warehouse and cleaning of x) and above, do not include interns, and since i have sold xx, i also face the lack of personnel in key positions. In the second half of the year, we will therefore continue to strengthen training and leadership in all areas of the workforce, and will be able to better serve the company by training and tapping new talent from within the enterprise。
Iv. Issues in the first half of 2019 and work plan for the second half
1. A summary of the first half of the year, as the professional expertise of the receptionist and mechanics at the front desk is not sufficiently professional and extensive and the details of the services are lacking, they are sometimes unable to provide the services that customers need in their contacts and even create mistrust among customers. Therefore, we need to continue to strengthen the professional training of receptionists and mechanics at the front desk, improve operational capacity and enhance technical skills; in the course of their service, service providers should think differently, serve clients in the interest of their clients, provide them with tangible services and offer constructive advice to them so that their services can be more satisfactory to them。
2. In the second half of the year, we need to increase the accountability of managers and employees for work, to inform employees about the current business situation and future planning, as well as market and future trends, and to make them aware that their stable work and the enterprise development of revenue companies are directly linked, thus making staff passive and active. In the current service sector, services are the top priority for firms to develop in a stable manner over the long term. The front desk reception is the external window after the sale of xx, and the front desk hosts are acting in a way that represents the image of the back of the sale of xx, so we must create a good image of the post-selling company and even the company, which is recognized by its clients, so that we can continue to grow and grow。
3. In terms of marketing strategies, the first half of the year of xx sales has been deficient in the maintenance of loyal clients, and there has been a certain loss in the number of new customers, and the following half of the year we have to nurture and maintain a long-term, stable group of old clients working with us and develop new loyal customers. From our day-to-day work, we will give real care to these clients, of course, on the basis of mutual benefit and mutual benefit, so that when we are in good and bad markets, we can all spend it, so that this segment of the clients will follow us and truly “care more than you”。
Price rationalization. High and low prices are also one of the important factors influencing the entry of customers, while providing better quality services and reasonable prices to clients and developing reasonable maintenance programmes from a client's perspective at all times, thus saving clients money and thus exceeding their expectations。
5. In the current market environment, enterprises are in a state of micro-benefits or loss of money, which requires savings and savings for each manager and employee of our enterprise, and savings for every penny for the enterprise, which should be made from hospitality, daily work supplies, etc., once sold。
6. Strengthening the 5s management, maintaining regular maintenance of machinery and equipment, timely detection and repair of damaged or non-functional equipment, thereby improving the overall operational efficiency of the workshops and reducing costs。
7. In the face of xx general's insinuation of my division, we should strive to build a cohesive, cohesive team. We must look to each other, we must work together, we must take measures, we must resolve problems and we must overcome them。
The leaders of the company are assured that the xx sales department will ensure that the year-round tasks are carried out in excess of the xx-year-old tasks。
Part iii
Taking into account the overall operation of the after-sales maintenance in 2019, the department has largely achieved the work plan developed at the beginning of the year. Client recognition is an inspiration for our work, and criticism and recommendations are the direction for improvement. In order to better carry out its work and to draw lessons from its experience, the following is a summary of the work of the department of post-sales services:
Main work of the after-sale service department in 2019
After-sales turnover in 2019: xx million. Māori: over us$ x 10,000, average car turnover: us$ x. In 2019, the plant was joined by x, of which lubricated x. (detailed data, depending on the actual situation in the sector
Shortcomings
The department of post-sales services has been established for a relatively short period of time, with a large number of new members, an inadequate system and a lack of experience in field practice. We must continue to strengthen the field practice and develop the various operational levels in practice, while at the same time seeking to be proactive, more responsible, more professional and more efficient。
A true sense of “ownership” should be built, one mind at a time, one at a time, one at a time, and one at a time, one at a time, one at a time, one at a time, and one at a time, one at a time, one at a time, one at a time, to be proactive and to serve the company's work together. Contributing to better corporate development and to better service cars。
Iii. Workplan of the after-sales service in 2019
It is important to identify and focus on loyal clients, with increased retention in the bailiwick, to fine-tune the services, improve client satisfaction and reduce the loss of clients, especially loyal clients. To ensure a better, faster and stronger development of our company, the work of the post-sale maintenance services department is planned as follows:
(i) improved customer management
1. Identifying our loyal clients as our primary maintainer, based on the number of returns of clients and their quality as indicators of customer loyalty
2. Identification of the underlying causes of the loss of clients and measures for its improvement through the return visits and analysis of lost clients
3. To give priority to our loyal clients in the various activities organized by the company, to give them special treatment and to increase their sense of dependence and belonging to the exclusive store。
(ii) retention and appointment rates
The increase in the number of admissions to the plant resulted in long waiting times for clients and overloading of workshops during peak maintenance periods, with the need to rationalize the assignment of appointments and reduce waiting times for clients。
(iii) resource sharing, good competition
Sharing of resources with other stores in terms of customers, claims, spare parts, promoting good competition and reducing the loss of clients and waste of resources; forming an information platform for spare parts, technology interaction and enhancing overall resilience
(iv) training of personnel
With the continued application of new vehicle technologies, shorter replacement cycles and higher client expectations, the quality of personnel and combat capacity have to be increased by one step, placing higher demands on training. To that end, the following work plans have been made:
Increased frequency of training, divided into periodic and occasional training examinations
2. Training with a focus on theory and practical work, and the evaluation of the basic knowledge and practical practices of receiving products, in particular the capacity to receive them. The maintenance technicians focus on the training of operational skills and conventional troubleshooting capabilities to enhance the overall combat capacity of staff。
(v) increased maintenance staff
With the increase in holdings and in the frequency of returns, the increase in management efficiency is accompanied by an appropriate increase in the number of maintenance staff。
(vi) team building
The principles of fairness, impartiality and openness, and the insistence that only the interests of the team can be enhanced, will ensure that the individual's interests are enhanced by organizing and evaluating the organization of maintenance after the sale, creating an atmosphere of learning and upgrading the concept of staff service and personal skills; providing training in ethics, service philosophy and ownership; and shaping the working attitude of the staff in the service, focusing on the discovery of detailed issues, which will enable them to proactively improve their quality。
2. Means of implementation and measures for the incorporation of all training and appraisal materials into the personal records of employees, team awareness directly linked to the individual income of employees, priority for those with strong team awareness to be given out-of-country training, promotion of job titles, benefits, etc。
