With the successive exposure of the quality problems of many brands of car companies, many people began to doubt the “partners” accompanying them. Especially for commercial vehicle users who use the car as a money making tool, it is more important to choose a product with excellent quality and service in place. A random survey of dozens of car owners and drivers confirms that they are more likely to be able to get timely and effective services than they are unrealistically expecting a "perfect" product.

With the continuous increase in the number of commercial vehicles in China, the center of gravity of the value chain has shifted from front-end manufacturing to back-end services, and even more companies have proposed that “servants have the world”. However, services are opportunities and challenges for companies in the industry.

As the only independent engine supplier in China, Guangxi Yuchai Machinery Co., Ltd. (hereinafter referred to as Yuchai) has a wide product line and a large customer base. The supporting fields include automobiles, engineering fields, ships, general machinery, and agricultural machinery. Generators, etc., to make everyone satisfied is almost an "impossible task." However, the interpretation of the Yuchai phenomenon has never been possible without the word "service." Over the years, Yuchai has formed a rigorous system to ensure that service reputation is not the sand, mud and towers in the wind and can continue to be passed on.

Denial of service zero tolerance

Zhou Huixiong, deputy director of the Yuchai Customer Service Center, said in an interview that “in the company, we are the representative of the interests of customers, and inevitably we often feel the existence of contradictions in the communication. However, we believe that all users come from the Complaints are all due to the love of the company, which enables us to identify shortages in time and improve our products."

Zhou Huixiong pointed out that the promulgation of the recall and the Three Guarantees management system has brought pressure to enterprises and put forward higher requirements. At present, Yuchai has set up a special agency responsible for the recall and the Three Guarantees, and the Ministry of Quality is responsible for drafting corresponding policies, aiming to kill those unavoidable minor problems in the bud.

In Yuchai, there are three service standards familiar: First, responsible system, no responsibility, first service; first asked responsibility system, who accepts, who implements; maintenance responsibility system, who services, who follow. Zhou Huixiong said, "We take a zero-tolerance attitude toward those who refuse to serve. Once they are discovered, the service station may face punishments for demotion or even withdrawal."

What's more, Yuchai always pays great attention to complaints from users. Once it receives complaints concerning the quality of products, it will initiate “alerts” from the customer service center and organize improvement of resources from the company level. "We have a relatively large number of authorizations in order to professionally and quickly respond to customer challenges," said Zhou Huixiong.

Perhaps comparing customer service centers to one of Yuchai’s “brains” with customers is not excessive. Usually, after receiving a service call from a customer, it will quickly log the symptom into the computer. A slightly more complex issue will be directly returned to the quality department. After the internal “confirmed diagnosis”, the alarm will be sounded. Generally, the technical department will cooperate with the technical department within half a month. Related tests to solve the problem within 1 month. Throughout the complaint handling process, the customer service center will temporarily become a “core” within the company and promote the joint research of resources including quality, technology, development, and production. Before the problem was found out, Yuchai had a transitional treatment plan. The service personnel will not only emotionally appease the customers, but also Yuchai will bear the relevant losses caused by the product issues during the waiting period. Zhou Huixiong said, "Our attitude is that we never doubt our customers." Since 2011, every customer complaint has been closed-loop 100%.

In order to make service feedback channels more smoothly, Yuchai has been using SMS to interact with customers directly in the past two years. Yuchai had previously only indicated the service hotline on the service manual. On the one hand, it was difficult for the user to notice it. On the other hand, when the user encountered a problem that could not be solved by the service station, he would not think of making a direct contact with the manufacturer. The user sends a text message to inform the service hotline that Yuchai is trying to establish a face-to-face communication platform with the user.

Strengthen the efficiency of the system

Attitude and determination are on the one hand, and efficiency is where the value really lies. In Yuchai, there is no delay for service customers. Even major failures are required to be closed within 3 months, and all plans are subject to final verification by the after-sales department. In other words, Yuchai’s proposed solution must receive a positive response from the customer before a complaint can truly be concluded.

Efficient operation requires mature system protection. The improvement of service efficiency depends on two aspects. One is to reduce the service load caused by the improvement of product quality; the other is to improve service capabilities to achieve more "professional" customer interface.

Yuchai started with management and strictly controlled production consistency. In 2013, all leaders in charge of all lines were required to sign a responsibility statement. Not only will the 40% salary of each person in charge be linked to the performance of the department's annual quality assessment, but also it must be paid by individuals. A small amount of "quality deposit". Comparing with 30% of the linked salary in previous years, the 10% increase in 2013 further demonstrated Yuchai’s astonishing determination and perseverance in improving quality.

In the face of the four national environmental protection standards to be implemented on July 1, 2013, Yuchai puts the training of the National IV engine service capabilities ahead of schedule. As an important part of the “Special Breakthrough for the Yuchai Development Topic in 2013, the Five Countries in the Five Countries Preemptive”, this part of the work will be supervised by Wu Qiwei, general manager of Yuchai. It is reported that Yuchai has started the first round of national training in March in order to form a nationwide coverage capacity for the country in July. By then, Yuchai will have 999 service stations in the country, leading the industry.

More than 3,000 service stations under Yuchai have also been professionally subdivided in accordance with the lean philosophy. They not only perform hierarchical management and adopt different policies according to core stations, primary stations, secondary stations, and tertiary stations, but also according to supporting fields. Different implementations of differentiated management. Zhou Huixiong said that Yuchai’s subdivision work is not limited to the business field, but also to management; the service is not the only way to have a solution, and Yuchai’s service commitment to users is never compromised.

Whether it is the headquarters, local offices or service stations, Yuchai’s service hotline is open 24 hours a day and requires 12 hours to be in place. Once overtime, the customer will be compensated at 30 yuan/hour, and accessories will not be available for more than 24 hours. Yuchai’s headquarters will call the service station from time to time to spot-check the “test” service level. The test results will be used as the assessment basis. These general "disciplines" of iron and steel make Yuchai's service personnel on all fronts dare not to relax, but also make Yuchai people develop the habit of "proactively" serving customers.

In his 9-year career, Zhou Huixiong has encountered many cases that are difficult to understand and accept. He pointed out that the environment faced by the commercial vehicle industry service is not ideal, especially the service work for end users is difficult, and the user's operation process lacks monitoring and standardization, and it is difficult to define the scope of responsibility. This also requires that companies can establish themselves at the station. Consider the issue in the user's position.

This sense of integration with the customer may come from Yuchai's deep sense of crisis. "Yuchai does not have innate orders. We must pay attention to each customer's needs and must expand every possible market as far as possible," said Wu Qiwei, general manager of Yuchai. Yuchai provided excellent services to bring more people closer to Yuchai and Yuchai. In 2012, Yuchai again contrarian growth, market share increased by 3%, the sales volume was higher than the industry by 110,000 to 120,000 units, with performance as the service word of mouth plus a perfect stage footnote.

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