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威斯特中国服务工程师指导手册


威斯特中国服务工程师指导手册 WesTrac China Service Engineer Induction Manual

WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

谨记我们的公司文化! Remember ou

r Company Culture!

威斯特的愿景是为我们所有的利益相关者创造并提供卓越的价值

WesTrac’s Vision

is

to Create and Deliver Outstanding Value to all our Stakeholders ? 员工 Employees ? 客户 Customers ? 股东 Shareholders ? 社会 Community

我们的核心价值 Our Core Values
道德与诚信
Ethics and Integrity: ? Doing the right thing

做正确的事 追求卓越
Excellence in all things: ? 长期的客户关系 Long term customer relationships ? 致力于客户服务 Dedication to customer service ? 持续改进 Continual improvement in: o 安全 Safety o 质量 Quality o 环境责任 Environmental Responsibility

公平 Equity: 公平对待与我们打交道的所有人。
“Treating all people with whom we deal fairly” 责任感 Accountability: 对我们所有行为的结果负责 “Being accountable for our actions in our work”
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目录 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19.

概述及目的 ……………..………………………………………………….. 威斯特的服务业务 …….…………………………………………………... 客户满意度 ……………..……………...…………………………………... 威斯特中国代理区域 ………………….……….………………………….. 安全………………………………...…..………... 安全代表………………………………………………………. 车辆安全…………………………….…………………..…. 污染控制……………………………………….………... 服务部结构组织……………………………….………….……….. 工作单管理………………………………….....……... 索赔综述……………………………....…………………………........ 技术部门…………………………..…………………….……. 订购零部件 …………………………………………………………………. 现场服务车辆综述 ………………..……………………………………….. 质量文件…………………….……………………….…………. 服务 KPI………. 定义……………………...….………………………….... ……………….……………………………………………... ………………...……………………………………….........

Table of Contents 1. Overview and Purpose………………………………………………….. 2. WesTrac Service Business …………................................................ 3. Customer Satisfaction ……………...…………...…………….……… 4. WesTrac China Territory...……….…………………………………….. 5. Safety……………………………………………………………….…..…. 6. Safety Representatives………………………………………………… 7. Vehicle Safety…………………………………………………………….. 8. Contamination Control……………………………………….……….... 9. Service Department Organisational structure……………….…….. 10. Managing work orders..……………………………………………….... 11. Warranty Overview…………………………………………………….... 12. Technical Department………………….…………………….…………. 13. Ordering of Parts………………………………………………...………. 14. Field Service Vehicle Overview……………………………………….. 15. Quality Documents…………………..……………………….…………. 16. Service KPI…………………………….………………………………..... 17. Definitions……………………………………………………………….... 18. ……………………………………………………………….……………... 19. ………………………………………………………………………...…….

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1. 概述及目的 Overview and Purpose
本手册的编撰,是为清晰有效地向威斯特中国的每一位工程师及学徒提供其安全、高效地完成 在威斯特中国工作职责所须知的有关重要事项的框架性指导。它将对服务部日常运营中各个部 分的基本程序进行概述,并对卡特彼勒代理商内部的一般操作方法进行定义。本手册将具体针 对服务工程师及学徒,以使其对公司业务目标有更好的了解。 此文件长期有效并持续更新,请参见公司内网。

The objective of this manual is to provide a clear and informative outline on important items a WesTrac Engineer and Apprentice needs to know to full fill their role within WesTrac China safely and efficiently. It will provide an overview of basic procedures for various parts of the service operations and define common practices within a Caterpillar Dealership. The manual is specifically aimed at service Engineers and Apprentices to create a better understanding of expectations. This document is live and continually updated so best referenced from the intranet.
本手册将覆盖威斯特业务的基础资料,包括内部流程、术语、定义和关键绩效指标的解释。本 手册还将概述服务部的基本工作目标,并就相关政策进行探讨。

This manual will cover the basics of WesTrac’s business such as internal process, terminology, definitions, and explanations of KPIs. Also within this manual the expectations of the service department will be outlined and policies will be discussed.
本手册应作为一般指导使用,并将根据政策和流程的调整进行修改。其中涉及政策和流程的所 有内容,都在威斯特员工手册或相关政策及流程文件中有详细说明。请参见公司内网,以便获 取公司最新政策和流程性规定。

This manual is to be used as a general guide and is subject to change as policies and procedures change. All points discussed in this guide referring to policies and procedures can be found in detail in the WesTrac employee hand book or documented policies and procedures. Always refer to the Intranet for the latest updated policies and procedures. 2. 我们的服务业务 Our Service Business
我们服务部门业务的重点为迅速有效地维修卡特彼勒设备。作为卡特彼勒在本地区的代理商, 向所有卡特彼勒机器的所有者提供优质服务是十分重要的。

Our business as Service department focuses on efficient servicing and repair of Caterpillar equipment. As the Caterpillar Dealer for our territory, it is important that we provide a high level of service to all Caterpillar machine owners.
作为服务部门,我们还需调研所有卡特彼勒设备的问题,与客户就解决方案进行沟通,并尽早 对机器进行修复。

It is our responsibility in the Service Department to investigate all problems about Caterpillar equipment, communicate with customer about the solution and repair the machine as soon as possible.
第十一章中服务业务优先顺序列表应通晓,分公司应对该地区所有的卡特彼勒客户服务需求负 责——而非仅限于从该分公司购买过机器的客户,或者机器仍在保修期的客户。

There is a list of Service Work Priority Your Supervision shall know about. But branches are responsible for ALL Caterpillar customer service requests in their area – not just customers who bought a machine from that branch or customers who have a machine in warranty period.

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3. 客户满意度 Customer Satisfaction 服务部在提升客户满意度方面应具有前瞻性。我们的服务团队要仔细听取客户意见反馈,并尽 早收集信息,这点非常重要;同时还需尽快对客户要求作出反应,并在维修期间向客户告知进 度。

Service Department needs to be proactive in promoting good customer satisfaction. It is important for our service team to listen carefully to the customer so information is recorded early. Also respond to customers requests as quickly as possible and keep the customer informed during repairs.
我们的目标是,客户只需联系我们一次。这也就是说,在客户与我们联系时,我们就应详细地 记录下他们的信息和需求,根据客户的需求,安排恰当的协助及措施,并告知客户。

Our goal is the customer only makes contact with us once. This means that we record their details and request, then we find the appropriate action or assistance required and inform the customer.
4. 威斯特中国代理区域

WesTrac China Territory
威斯特中国是卡特彼勒在中国华北和东北地区的唯一代理商。我们行使代理权限的地域范围非 常明确,包括黑龙江省、吉林省、辽宁省、内蒙古自治区、山西省、河北省、北京以及天津。

WesTrac China is the exclusive Caterpillar dealer for North and Northeast China. The territory that we have the rights to is very clear: Heilongjiang province, Jilin province, Liaoning province, Inner Mongolia, Shanxi province, Hebei province, Beijing and Tianjin.

在任何情况下,服务部的任何员工都不得在其他代理商的业务范围内开展业务!威斯特中国的 员工禁止在其他代理商的业务范围内销售新的零部件,销售新机器或者开展服务业务。任何要 求威斯特服务部人员或车辆进入另一代理商地域范围的要求,均需服务运营总经理的书面批 准。

Under no circumstances is any service department employee to carry out work in any other dealer’s territory! WesTrac China’s employees are forbidden to sell new parts, sell new machines or conduct service work in another dealer’s territory. Any request for a WesTrac service person or vehicle to enter another dealer’s territory will need written approval from the General Manager of Service Operations.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

5. 安全 Safety 安全问题是威斯特中国的核心价值之一。为确保员工的安全,威斯特中国目前实施的很多与安 全相关的流程及政策都必须得到遵守。

Safety is a core value at WesTrac China and as such the company has many procedures and policies to ensure the safety of its employees that must be followed.
对于安全,每个人都应作出自己的贡献。那就是所有的安全危害、事故和偶然事件都必须上 报,以便使它们得到有效处理,并就事故偶然因素进行讨论,以杜绝类似事故在将来再次发 生。 One of the important contributions everybody can ensure is that all safety hazards, accidents and incidents are reported allowing for them to be managed and actioned more effectively and their casual factors communicated in order to prevent future incidents and accidents. 以下是关于安全问题的简洁而重要的信息,详情可以通过登陆威斯特公司内网质量文件主页获 取。 Below is some brief but important information with regards to safety, more information can be accessed from the WesTrac Intranet through the Quality documents Homepage. 为确保每个人都具备安全工作所必需的技巧及知识,培训非常重要和关键的。 Training is important and essential to ensure that every person has and maintains the necessary skills knowledge to work safely. 为此,威斯特中国要求所有新员工必须在加入公司后的两周以内完成新员工安全教育学习。 It is a company requirement for new ALL new employees to complete the New Hire Safety Induction within two weeks of commencing employment with WesTrac China.

通过此标签 进入“安全 学习” Safety Learning accessed from this tab

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新员工安全教育应该 在入职后两周内完成 New hire induction accessed from this tab must be completed within two weeks

此后应该每隔两年进行 复习 Refresher training to be completed every two years

班前教育说明 Pre-Shift Instructions 班前教育是在每次轮班前或者投入工作前,就与安全有关问题进行探讨,并对当日工作任务进 行分配和讨论。班前会议要求所有员工参与其中,使全体成员意识到潜在的事故发生原因,并 立刻对已被确认的潜在风险进行排除。威斯特中国质量体系文件 WD-EHS&Q 004 概述了班前 会议的意图、应该遵循的会议流程以及此类会议上应该讨论的内容。 PSI is a team meeting held before the beginning of each shift/commence of work to discuss safety related issues and to discuss and assign the work that has been planned for the day. PSI requires the involvement of all employees in recognizing the potential causes of accidents and acting immediately to eliminate the identified potential causes. The WesTrac China Quality Document WD-EHS&Q 004 outlines the intent and process with which a pre-shift meeting is to be held and the communication that is to be discussed at such meetings. 此程序用于确保员工在每次工作开始前按照安全工作程序 (SWP)、卡特彼勒手册或工作安全分 析 (JSA ) 的内容要求对工作和场所进行危险评估。 Take 5 & JSA’s - The process is designed to ensure that employees assess tasks each time they are performed without regard to what is in place to direct the work or assess hazards i.e. Safety Working Procedures (SWP), Caterpillar manuals or Job Safety Analysis (JSA). 每次工作前要执行的“安全五步”程序,是认真填写一个简单的危险识别和风险评估表格,该 程序旨在强化员工在每次工作开始之前均使用该表格对工作场所和流程进行安全评估; The Take 5 process on every task is a simple form of hazard identification and risk assessment, where the individual has the enforced opportunity to review the workplace and job scope immediately prior to starting the task to identify any potential hazards that may cause harm or injury. “安全五步”赋予员工可以根据“安全五步”的评估结果决定是否可以开始工作权力。 The Take 5 places responsibility on the individual to make a decision to proceed or not, based on the Take 5 process and outcomes.

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一般,如果对要做的工作存在任何安全疑问,就应实施JSA。 这里仅为一个示例,全部流程请参照Q009JSA shall be conducted if there is any doubt about the safety of the job. This is a guideline only; please refer to Q 009 for full procedure. 健全的安全管理,是所有一线工作人员接受培训并具备识别安全隐患的能力,以达到安全工作 的目的。可以登陆威斯特中国内网获得以下在线培训资料,从而掌握我们业务领域的安全知 识。 Sound safety performance requires that all front line staff be trained and equipped to understand hazards and to work safely. Below are online training available through the WesTrac China Intranet to assist in educating about safety in our business.
风险控制 Risk Management 掉落防护 Fall protection 标记及隔离 Tagging and Isolation 安全使用化学用品 Chemical Safety 呼吸系统防护 Respiratory Protection 安全五步及工作安全分析 Take 5 and JSA 个人防护服 Personal Protective Clothing 保护听力 Hearing Conservation 人工搬运 Manual Lifting

同时,我们也链接了两个卡特彼勒安全资料供员工学习。 We also have two Caterpillar safety documents linked:
代理安全操作指导 Safety-in-Action for Dealers 在大型机器设备上(周围)工作 Working on and around Heavy Equipment

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我们需要所有员工积极参与到安全培训中,但是我们要做的不仅仅是接受网上 培训。请思考以下问题: 在你的日常工作领域,如何利用相关安全培训知识? 就安全方面,在你的工作场所或者日常操作中是否有需要改进的地方? We need all staff to be active participants in safety training. However it is more than just doing the on-line training, please think of: ? ? How you can apply the training in your work area? How you can change your work area or work practice?

安全会议 SAFETY MEETINGS
安全会议

每周至少召开两次安全会议,员工应积极参加会议并围绕安全的相关议题展开讨论, 对潜在危险提前判定并提出建议加以控制,各分公司及工地现场都应遵照规定开安全 会议,详情可查阅质量文件之安全管理计划,, WD-EHS&Q Policy 002. Safety meetings are held minimum of two per month for you to be actively involved in discussing safety related issues and topics, identifying hazards and recommendations in controlling hazards. All Branches and Project sites shall comply with conducting Safety Meetings. More information on this can be found in the Quality Document Safety Management Plan, WD-EHS&Q Policy 002.
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6. 安全代表 SAFETY REPRESENTATIVES 安全代表人员(安全委员会成员)由威斯特员工选举产生,安全代表的职责是鼓动本 小组成员践行安全行为规范。 Safety Representatives (Safety Committee Members) are elected in by WesTrac employees to represent you for any of the following: Accountable / Responsible for encouraging teams to behave in a safe manner. ? ? ? 与小组成员共享信息 Share information with the team members. 出席并主持分公司及现场安全会议 Present the branch/area by being the spokesperson at meetings.

按主管要求,协助车间和设备的定期检查 Assist regular workplace and equipment inspections as requested by the Supervisor. 每周对车间例行检查,并将结果汇报至分公司经理或直线经理。 Inspect the workplace weekly and report findings to Branch Manager or line manager. 个人防护装备 PERSONAL PROTECTIVE CLOTHING AND EQUIPMENT 根据威斯特的安全政策:进入有潜在受伤风险或危险区域时,员工、合约商或参观人 员必须穿戴个人防护装备。 WesTrac?s Policy states that employees, contractors and visitors are required to wear personal protective clothing and equipment when the risk of injury or exposure to a hazard is present. 你可在内网找到个人防护装备政策文件# WD-EHS&Q Policy 006。该文件明确规定个 人防护装备包括防护衣、头盔、防撞帽、手套、安全靴、耳罩、和其它全部的安全装 备。 The Personal Protective Clothing and Equipment Policy document # WD-EHS&Q Policy 006 can be located on the intranet. The policy discusses Personal Protective Equipment or PPE to include such items as overalls, hard hats, bump caps, gloves, safety boots, hearing protection and all kinds of other safety equipment. 员工有责任爱护自己的防护装备,安全、干净、卫生地存放妥当。所有的个人防护装 备必须按照其设计目的或功能正确地佩戴和使用。 It is the responsibility of the employee to take reasonable care of their PPE and keep it in a safe, clean and hygienic state. All PPE must be worn / used for the purpose for which it was intended /issued. 不按要求穿戴或错误使用个人防护安全装备的员工,合约商或参观人员将受到纪律处 分。 Any employee, contractor, visitor who fails to use/wear their PPE as required or misuses their PPE will be subject to disciplinary action.
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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

7. 车辆安全守则 Vehicle Safety 威斯特中国制定了公司用车政策,以避免交通事故发生和保护员工及公司财产安全。 WesTrac China has company policy for company vehicle use to assist in the avoidance of traffic accidents and protect employees and company property. 只有具备安全驾驶能力的员工才允许驾驶公司车辆并搭载公司员工,能力包括: Only employees who are competent drivers are allowed to drive company vehicles or take the Responsibility of driving other WTC employees. Competence is defined as: 有效驾照(任何驾驶公司车辆的员工均须向当地安全代表提交一份驾照复印件) A legal license (Any staff who drive company vehicles must submit a copy of license to local Safety Representative) 遵守国家道路交通相关的法律法规 Compliant with the national road rules and regulation 车辆检查表应随车携带,在行车前根据检查表要求对车辆进行全面的检查,如果没有 检查表请与你的主管联系。在检查车辆时或行车途中发现任何故障应及时向主管报 告。 Before operating vehicle, a thorough safety check must be carried out in accordance with the standard checklist supplied and kept with each vehicle. If you cannot locate the checklist contact your Supervisor. Any defects must be reported to your Supervisor immediately on a completed inspection form. Report also any faults which develop whilst operating the vehicle. 详情请查阅轻型车辆政策WD-EHS&Q Policy 004 More information can be found around this important subject in the Light Vehicle policy WD-EHS&Q Policy 004,

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下表是《车辆月度检查表》的范本,按规定,检查必须由司机或指定人员执行,之后 转给管理人员填写记录。 Below is an example of the Monthly inspection form that SHALL be carried out as per the <Vehicle Monthly Inspection Form> by the driver or appointed personnel. The form is then to be handed to Supervision for filing records. 检查中发现的问题,应根据其严重性有序上报,以确保威斯特员工的出行安全。 Any defects detected during the inspection should be addressed in a suitable timeframe as per the seriousness of the defect to ensure safety at all times for WesTrac employees. 检查日期 Date: _____________________驾驶员 Driver:_______________________ 车牌号 Vehicle Registration: __________行驶里程 Odometer Reading: ___________

检查人: Inspected by: _________________ 主管: Supervisor: ___________________ 日期: Date: ____________

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8. 污染控制 Contamination Control 污染控制的初衷是为向客户提供长久可靠的卓越服务。通过控制污染避免零部件故 障,延长零部件寿命,提高卡特彼勒机器在整个寿命周期内的生产率。 Contamination control is a reliability and durability initiative aimed at providing superior value to WesTrac?s customers. This superior value can be realized through the avoidance of component failures and consequent longer component and machine component life, as well as, optimized productivity throughout the Caterpillar machines life cycle. 威斯特中国视污染控制为己任,源于事半功倍的理念和确保创建一个安全工作环境的 考量。 WesTrac China is committed to contamination control because there is no other approach that can provide such outstanding benefits for such a relatively small effort. Contamination control also ensures a safe work environment. 本着让卡特彼勒设备物尽其用,充分为客户创造价值的目标,污控必须贯穿机器的整 个寿命周期,因此前线工程师的责任尤为重要。 For our customers to receive the full value of a Caterpillar machine, contamination must be controlled throughout the product's life cycle. Front life engineers have an important role to play in this. 污染控制的定义 WHAT IS CONTAMINATION CONTROL?
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污染物指任何液体掺杂物.Contamination is anything in the fluid that doesn't belong. 颗粒污染物极为普遍但易于控制,主要有:尘土、金属屑、焊接屑、油漆碎 片、破纤维和密封材料等 Particulate contaminants are the most common and controllable. They include such things as dirt, metals, weld spatter, paint flakes, rag fibres, and sealing materials. These can be built in, ingresses and generated internally. 污染源还包括热、水和空气,三者作用会破坏油的化学成分,发生氧化和酸 化。Heat, water and air also are also contaminants. These combine to break down the oil's chemical composition, forming oil oxidation and acids.

威斯特中国开展定期的污染控制培训,确保前线工程师训练有素,加强其对提高客户 满意度的意识。此外,污染控制培训也能使工作更安全更有效。 WesTrac China conducts regular Contamination Control training as this ensure our front line people are trained and have a good understanding of how to improve our customers satisfaction. Beside it is a safer and more efficient way to work. 一线服务员工有责任保持待用零件清理和包装良好,并使污染物远离设备系统。 Front line service personnel have the responsibility to keep parts clean and packaged before use, keep dirt and other contaminates out of machine systems

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

上图:污染控制实际操作优秀范例,依次为:车间内的总成清洗区,防污染储存区,堵上堵头 的软管、零部件清洗区等。 Above: good example of Contamination Control in practice with clean work area and contamination protected storage area in workshop environment, capped hoses and dedicated component wash area

上图:污染控制实际操作的反面示例:裸露的关键零部件,服务车辆的工具摆放凌乱,液压软 管间不整洁,没有任何控制措施的加油设备易导致污染物进入。 Above: Bad example of Contamination Control in practice. Critical parts uncovered, Service vehicle tooling in a mess and unorganised, hydraulic hose room untidy. Oil dispensing not controlled and dirt ingress could happen. 9. 服务部分公司组织结构图——1 级
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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

Service Department Branch Organisational Chart for level 1 branch

服务部分公司员工的职责 Roles of Branch Service Personnel 省级产品支持经理 – 负责支持、管理及发展公司省内服务部的资源。确保将服务部关 键绩效指标确定为工作目标,并将未达标的信息反馈给总部。确保所有分公司统一执 行公司流程和政策。是总部和分公司服务部之间所有问题沟通的桥梁。 Provincial Product Support Manager – Responsible for supporting, managing and developing service department resources across the Province. Ensure KPIs for service are being targeted and provide information to HQ on targets that are not met. Make sure company procedures and policies are implemented the same across all branches in the province. Communicate all issues between HQ and branch service departments. 省级服务经理 – 省级服务经理需要与分公司服务经理、服务主管以及服务行政保持密 切合作关系,是服务部与客户及 CSR 联络的主要人员。省级服务经理的工作重点是通 过保证工作单得到正确管理、公司政策和流程得到执行、以及分公司的服务团队得到 充分培训,从而使工作单管理以及客户满意度得到不断提升。该职位为全职办公室职 位。 Provincial Service Manager – Provincial Service Manager maintains a close relationship with Branch Service Managers, Service Supervisors and Service Admin. They will be the key contact person for customers and CSR regarding service department disputes. Provincial Service Managers focus to improve customer service satisfaction and provincial service department performance by ensuring correct work order management is practiced, company policies and procedures for service department are followed, and branch service team are trained and coached adequately to ensure work order management and customer satisfaction is continually improved. This position is full time in the office.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

分公司服务部经理 – 直接负责分公司服务部的所有事务。必须保证准确记录所有的关 键绩效指标并按月向省级公司及总部汇报。确保对所有安全事故进行汇报并进行调 查,确保遵照服务流程和政策。处理与服务相关的客户纠纷。监管分公司的工具、车 辆以及 PPE 需求。 Branch Service Manager – Directly responsible for all Service Department issues at the branch. They must ensure that all KPI?s are recorded accurately and reported to provincial and HQ monthly. Ensure that safety incidents are reported and investigated. Resolve customer disputes related with service. Ensure that Service procedures and policies are known and followed. Control tooling, vehicle and PPE requirements for the branch. 服务主管 – 负责管理分公司的工作单和工程师。确保所有与工作单相关的支出无误并 记录在案。监督工程师的安全并在必要时作出纠正。确保工具和车辆维护良好,并在 必要时进行更换/维修。同时还需承担培训和指导学徒的职责(参考威斯特中国主管指 导手册)。该职位为全职办公室职位。 Service Supervisor – Responsible for managing work orders and engineers at the branch. Ensure all work order costs are correct and encoded. Monitor safety of engineers and make changes where necessary. Ensure tools and vehicles are looked after and replacements/repairs are requested when required. This position is full time in the office. Also mentor and guide Engineers and Apprentices. (Refer to Guide for WesTrac China Supervisors) 服务行政 – 为分公司服务经理、省级服务经理和服务主管提供支持。用 DBS 系统处 理所有的工作单信息。维护分公司人员和机器记录准确。 Service Admin – Provide support to Branch Service Managers and Service Supervisors. Enter all work order information to DBS system and assist with open and invoice of work orders. Maintain accurate staff and machine records for branch. 组长 – 领导并指导工程师完成主管安排的所有任务。为遇到技术问题的工程师提供帮 助,在规定期限内完成任务。确保工程师递交的报告质量良好,时间花费表记录准 确。向主管反馈所有的要求。同时还需担任指导和培训学徒的职责(参考威斯特中国 主管指导手册)。该职位全职在车间或者现场。 Team Leader – Lead and guide engineers to complete all work assigned by Supervisor. Provide assistance for engineers working on technical problems or to meet deadlines. Ensure engineers submit quality reports and accurate time sheets. Provide feedback on requirements to Supervisors. This position is recoverable so full time workshop or work site. Also mentor and train Apprentices. (Refer to Guide for WesTrac China Supervisors) 工程师/焊工 – 始终遵照威斯特中国及卡特彼勒的安全规则和工艺流程,按照要求高标 准完成指定的工作,确保客户对每一项维修工作满意。按照本手册中相应章节的要 求,高质量地完成服务报告,确保将所有工时和费用记录在时间花费表上并向上提 交。同时,向学徒提供指导和培训。 Engineer/Welder – Work in Safe manner at all times, carry out repairs as required. Work to a high quality and follow WTC and Caterpillar procedures. Complete service reports to a high quality as described in this Manuel. Ensure all labour is recorded and submitted on time sheets. Also mentor and train Apprentices. Ensure Customer satisfaction is achieved from every repair.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

学徒 – 遵循指导,协助工程师工作,学习行业知识技能。学习并遵守卡特彼勒及威斯 特关于维修设备的政策和流程。准确填写服务报告和工时花费报告。参加学徒培训并 按要求完成学习任务。及时更新学徒能力手册。 Apprentice – Follow instructions to assist Engineers and learn skills of their trade. Learn and follow Caterpillar and WesTrac policies and procedures for repairing equipment. Complete accurate reports for service and labour hours. Attend Apprentice training and complete assignments as required. Ensure Apprentice Handbook is up to date at all times. 工具保管员 – 维护并管理工具及耗材使其始终处于安全良好的状态,以确保这些资产 实现最大的回报价值。随时确保工具和 PPE 处于整洁、可用状态。做好工具出入记录 和检查记录,记录并报告发生的问题 Tool Keeper – Maintain and manage tooling so it is in a safe operational condition at all times to ensure maximum return on investment for these assets Monitor the efficient use of consumables, maintain tooling and PPE in a clean and operational state at all times. Record issue and return of all tooling and inspect before and after.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

以下是关于包含工程师在内的一线服务人员应该重点注意的内容,以确保他们促进服 务质量的提升,维护威斯特公司以及他们自身的良好形象。 The below is a sample of important considerations front line service personal such as Engineers should consider to ensure they promote quality service and good image of themselves and WesTrac. 安全 Safety ? 穿着佩戴个人防护用品 Wear PPE ? 安全驾驶,牢记系扣安全带 Safe driving including wearing seatbelts ? 确保车辆已经预启动并经过了安全检测 Ensure vehicle pre starts and inspections are carried out ? 工程师相互帮助(自身防护以及相互之间安全防护) Engineers support each other (Self protection and mutual protection in safety) 客户 Customer ? 积极地与客户沟通相关维修程序 Actively communicate with customer on repair process ? 耐心地听取客户的需求 Patiently listen to customer?s needs ? 及时地上报现场遇到的自己能力范围之外的困难 Timely report the onsite difficulty beyond your capability ? 始终对客户怀有感激之情 Always show appreciation to customer ? 对客户需求进行全面判断,如果无法满足该要求,向你的主管汇报 Make sound judgement on customer?s requirements and report it to your Supervisor if you are not able to meet ? 当客户要求更多的保外服务时,及时联系相关 CSR 或者主管 Timely contact the relevant CSR or Supervisor when the customer asks for additional revenue service ? 绝不向客户说―我不知道‖。请尽力安抚客户,如果有必要,可以求助同事帮 助,共同解决客户所关切的问题。 Never Ever say I don’t know, inform the customer that you have the capability to get assistance from within our company should you require it.

技术和工作质量 Skill and Quality ? 及时准确地完成维修任务 Timely and accurately completes repair task ? 积极地施行现场服务污染控制措施 Actively implements Field Service Contamination Control measures ? 及时准确地完成各种应该填写的报告 Timely and accurately completes various required reports ? 准确地使用各种测试装置和工具 Correctly uses various testing devices and tools ? 准确订购所需零件,及时归还未使用零件并销账。 Accurately orders the required parts and timely returns unused parts for credit ? 零返修 Zero Rework

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

公司形象 Company Image ? 身着整洁的工作服 Wears tidy working clothes ? 工作完毕后清洁工具并将其整理好。 Cleans and puts away tools in good order after work ? 工作完毕后清洁工作区域和机器 Clean up work area site / machine after work ? 不可在客户面前抱怨威斯特或者卡特彼勒的产品、服务或者其他问题。 Don?t complain about WesTrac or Caterpillar products quality, service and others in the front of the customer 其它注意事项 Other Concerns ? 遵守威斯特规则和规章制度 Follow all WesTrac rules and regulations ? 注意留意服务、零件以及整机销售的商业机遇 Proactively look for new business for service, parts and machine sales ? 经常检讨自己并分享你的工作经验 Often review and share your experiences ? 愿意指导其他工程师或者学徒,并分享工作经验 Be willing to share experience and guide other engineers or apprentices in work

现场服务车辆示范 Field Service Vehicle Presentation

工程师形象示范 Engineer Presentation

车间示范 Workshop Presentation

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

工时记录以及工作时间示例
Timekeeping and work hour’s example
准备开始工作(换上个人防护用品,不得穿着拖鞋,凉鞋) Arrive for work. (Change in to PPE; no shoes, sandals or thongs in workshops) 上午 am ? 参加班前教育例会 Attend daily pre-shift instruction meeting (PSI). ? 你将被分配到车间或者现场任务 You will be assigned to job in the Workshop or Field. 上午 am 午餐 Lunch

? 开始工作 Attend to your work 30 分钟 30 minutes ? 开始工作 Attend to your work ? 工具归还到工具间 Tools to be returned to Toolstore
? 必须提交或者传真给主管相应时间花费表、服务报告等材料 Timesheets, service reports and service sheets must be handed / faxed to Supervisor.

下午 pm 下午 pm

? 完成 Finish time. 工时记录是威斯特主管及管理层强制推行的一项重要规章制度,上图为工程师或学徒 在威斯特一天工作的标准记录示例。 Time keeping is an important discipline that Supervisors and Management will enforce at WesTrac. Above is an example of a typical day that is expected of an engineer or apprentice at WesTrac China.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

10.工作单管理 Managing Work Orders

工作单信息的录入 Entering Work Order Information 工程师和学徒需每天填报时间花费表和怠工时间以便录入系统。如果不方便会办公 室,但要确保表单传回办公室。 Engineers and apprentices must complete time sheets and report Lost Time every day and submit for labour encoding. If away from office the requirement to send back the timesheets needs to be found 车间工程师要按照工作任务填报日常时间表和与每个工作段相对应的服务报告。 Workshop engineers can fill out a daily time card as per below example for tasks. When a segment is complete, a detailed service report for every segment must be completed.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

车间工程师需每日将时间表交给主管。现场服务工程师需尽快或至少每周两次(如不 方便返回办公室)将时间花费表邮寄或递交给主管。时间花费表必须将全天所有工时 计入其中(至少覆盖正常工作时间 7.5 小时)。 Workshop engineers must hand in time sheets to supervisor every day. Field Service engineers must send or hand in timesheets to Supervisor as soon as possible or at minimum twice every week. Time sheets must be handed in to account for 7.5 work hour?s minimum each day.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

现场服务工程师每天需根据每个工作单填写时间费用及服务报告。 Field Service engineers need to fill out a Time, Expenses and Service report for every work order, every day.

所有与工作相关的杂费、工作时间、零件及信息必须每日记录到相应的工作单上。 All costs, labour, parts and information must be entered on the work order every day. 杂费包含所有的餐费、住宿、外委服务、起重机租赁、运费、飞机票、车费、加工 费、外部材料费、其它外部采购费用等,均需按照要求填写在工作单上。 All meals, accommodation, external services, crane rental, freight, air ticket, taxi, machining charge, external material supply, other outside purchase cost all needs to be entered on work order.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

主管必须检查时间花费表和服务报告,核实信息、津贴、工作时间以及费用正确。 Supervisors will check time sheets and service reports for correct information, correct allowances, correct labour hours, and correct expenses. 记账代码与财务科目 Outline of Charge Codes/Accounts 确保所有费用及收入的准确分配是非常重要的,数据分析报告将向我们展示哪里是我 们还需要加以改善之处,进而推动我们公司业务的提高。当我们将工作时间计入服务 内部账号时,必须具备一个充分的理由,同时必须在工作单工作段中输入备注,说明 为何该部分工作时间我们不能让客户支付。 It is very important that expenses and income is correctly allocated. This will help to improve our business by showing us where we need to make improvements. When we book labour to an internal account there must be a good reason to support this and this must be entered as notes on the work order segment as to why we are not recovering from customer or work order. 以下为收费账目的名录,并附有何时在工作单中使用该账目的说明。 Below is a list of charge accounts, with descriptions on when the account is to be used for work orders. 收入 – 应客户要求(如果不在保修范围内)完成的业务所发生的费用,需客户支付。 工作量(时间)需公平合理,也不应包含多余的零部件和不必要的差旅费用。任何工 作单如果出现不应向客户收取的费用,则必须加开工作段,将所有不应收取的费用归 为此工作段,并记到服务内部账户下。 Revenue – Costs for any work done that is requested by the customer (if it is not covered by warranty) go to revenue and the customer is charged. The labour needs to be fair and reasonable, no excessive parts or travel. If there are any costs on a work order that are not fair to charge to a customer then another segment shall be opened, the unfair costs transferred to the new segment, and the new segment charged to another internal account. 保修代码 - 因故障或者应工厂要求(PIP 或者 PSP)所直接导致的费用才能归到保修 账目下。所有的保修故障需找到引起此故障的单个零部件,该零件和相关损坏的零件 的费用归属保修费用。更多信息请参考保修部分。 Warranty codes – Costs should only be charge to warranty if they are the direct result of a failure or factory request (PIP or PSP). All warranty failures need to be traced back to one component and that component and related failed part needs to be covered by warranty for the costs to be charged to warranty. See more information in Warranty Section. 服务政策性补偿– 服务内部客户编码 S(两位数分公司代码)002 – 例如:鞍山分公司 为 S01002,沈阳为 S02002。 Service Policy Allowance – Internal Customer code S (branch number) 002 – for example: An Shan Branch is S01002, Shen Yang is S02002. 该账目是当服务部认为客户在接受服务的过程中,由于威斯特内部流程或效率低下导 致其蒙受额外损失,需要给予经济赔偿时使用的。如果经理确信客户未能在所接受的 服务中得到―公正的价值‖,并提供了所有相关事实证据,那么,通常情况下应由客户 承担的费用,将记在分公司服务政策账目下,由分公司服务承担。该部分的费用将归 为服务政策性补偿。
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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

This account is when the service department believes a customer has been unfairly disadvantaged due to WesTrac?s internal procedures or inefficiencies when carrying out service work and is compensated financially. The costs that normally would be charged to the customer are allocated to the branch service policy account. If the manager is convinced that a customer has not received a “fair value" for the service they were given and have adequately presented all the relevant facts, then excess costs can go to Policy Allowance. 服务返工 – 服务内部客户编码 S+ (两位数分公司代码) +001 – 例如:鞍山为 S01001,沈阳为 S02002。需要使用该代码时,应该告知主管。 Service Rework – Internal customer code S (branch number) 001 – for example: An Shan Branch is S01001, Shen Yang is S02001. Should this code be required to be used Supervisor must be informed. 该账目用于先前的服务工作中由于作业失误而引起问题的情况。 This account should be charged for work performed due to reasons of defective workmanship on a previous service job. 所有的返工必须完整填写返工报告表并签字。所有的返工事务均需在 DBS 系统中进行 详细记录。返工相关的费用需在 DBS 系统中正确标注并注释,说明情况以及解决方 法。 All rework must have a Rework Report Form completed and signed. All rework issues needed to be documented in DBS in detail. The costs related to the rework should be accounted for correctly and notes made in DBS explaining the issue and how it was resolved.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

内部工作为产品送交客户前发现故障,由 WTC 修理的工作;外部工作为产品送交客 户后发现故障进行修理的工作。 An Internal job is where the defect is found and repaired by WTC before delivery to the customer; an External job is where a defect is repaired after delivery to the customer. 在业务运营中发生少量返工是可接受的,并有预算覆盖这部分成本;但是,必须注意 到任何返工均是成本,并直接影响盈利。 It must be noted that an appropriate amount of rework is budgeted for the business as there is an acceptable rework for the business; however any rework is a cost and directly affects the profitability of the business.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

所有的返工工作单关单前必须有服务工程师、服务主管和服务经理的签字。 All rework must be signed off by Service Engineer, Service Supervisor and Service Manager prior to invoicing the work order. 所有的返工工作单必须按审批权限表批准。 All rework work orders must be approved as per the approval Matrix. 所有返工工作必须找到一个解决方案或有一个正式的沟通以确保事件不再重复发生。 Any rework must have a solution or a formal communication that ensures that the incident cannot occur again.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

培训 – 每个店面均需每月开设培训工作单。此工作单将在月底关单。此外,如果培训 针对一项具体工作,则需开启该工作单的工作段并归为培训账目。为培训开立工作单 的情况仅适用于由高级工程师、队长或者技术培训师培训的学徒或初级工程师。培训 账目适用案例如下: - 如果学徒跟随工程师前往学习新任务或技术(需在工作单中另开工作段。) - CC 培训师前往分公司并向新工程师提供 CC 方面的培训。(归为每月培训工作 单) - 一位工程师由于缺乏经验和技术,无法维修机器。我们派另一位工程师前往协 助。第一位工程师的工时可归为培训。(在该工作单中另开工作段。) Training – Each store will have a monthly work order opened to training account. In addition to this, if training occurs on a specific job, then a segment on that work order should be opened and charged to training account. Training booked to a work order can only be used for Apprentices or junior engineers who are being trained by a senior engineer, team leader or Technical trainer. Examples where training account is to be used: - Apprentice labour if they are sent to a job with an engineer to learn a new task or skill. (Open separate segment on the work order.) - Contamination Control trainer comes to branch and trains new engineers about CC. (Book to monthly training work order.) - One engineer can not fix a machine due to lack of experience and skills. We send another engineer to help. The junior engineer?s labour can be booked to training. (Open separate segment on the work order.) 11. 保修快速参考 WARRANTY QUICK REFERENCE 保修团队及其责任原则 Warranty Team & the Principle Accountabilities 卡特彼勒保修是卡特彼勒公司通过其代理商向客户在一定的时限和使用期限之内,为 产品/零部件的缺陷所提供的人力、物力方面的法律保护责任。 Caterpillar Warranty is Caterpillar?s legal commitment to provide, through its Dealers , customer protection for product/part defects in material and workmanship during a specified period of time or product usage. 保修团队将按照卡特彼勒和威斯特的政策,处理并提交包括建筑机器、发动机、零部 件等方面的索赔和政策支持,确保及时准确地处理索赔。 Warranty team at BJHQ processes and transmits claims in various types for construction machine, engine, parts as well as goodwill by following Caterpillar and WesTrac policies to ensure claim to be settled in a timely and accurate manner. 其职责如下: The responsibilities also include the following: ? 核准分公司服务部提供的支持文件,确保保修索赔的准确性。 ? 在DBS和卡特保修系统中检查并输入保修数据。 ? 审查并监督系统中保修的状态和差异,确保完成业务的准确性。 ? 与分公司服务部人员及卡特保修分析人员保持良好有效的沟通,并在必要时传达 相关信息。 ? 组织保修咨询和培训。 ? ? Collate documentation from branches to ensure warranty claims are accurate. Check and input warranty data in both DBS and Cat warranty system.
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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

? ? ?

Audit and monitor warranty status and discrepancy in system to ensure jobs are closed correctly. Maintain good and efficient communication with branch service personnel, Cat warranty analyst and convey related information as necessary. Conduct warranty consultation and training.

索赔时限 在完成保修维修之后,分公司必须完整填写《单页索赔表格》并附加必要的索赔支持 文件。此表格必须在索赔文件所示的维修完工日期之后的七天内送往保修团队。 索赔团队将仅接受单页索赔表,同时该表格应在维修结束后送往索赔人员处。如果需 要,索赔人员可能要求提供详细信息。 如果不能提供预先批准文件,自维修完工之日起,超过六十天的索赔将不被受理,费 用将计入分公司政策性账户。

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

Claim Time Limits Upon completion of a warranty repair, the Service Engineer must complete the one page claim form for service or Supplemental Claims. The form will be sent to Warranty Team within 7 days of the Repair Completion Date (last day of labour) shown on the claim. It is important that all information fields are completed with as much information as possible. This is very important as it can affect other peoples work if not completed properly the first time. Only the one page claim form will be accepted by the Warranty Department and the form should be sent to the Claim Officers on completion of the repair. If more information is needed, the Claims Officer may request for the timesheets to be sent through.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

Core Return Application
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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

Core 退库申请

翻新零部件及退旧件 · 作为最经济的维修方式,分公司服务在保修过程中必需优先使用翻新零部件。 · 当订购的翻新零部件没有种子项目支持,就订新件。 · 当W级紧急订单(机器在保修期故障停机)订购的翻新零件卡特无库存时,代理商将 收到与其相当的的新零部件,并按照翻新零件价格开具发票,加上标准的旧件费 用。· 当使用翻新产品更换故障零部件修理时,换下来的故障零部件需交还各个分公司/ 车间的威斯特零部件柜台人员,回收用于翻新。 · 若需对故障零件进行必要的拆卸以确定故障原因以及零部件损伤的程度,在返还时必 须完全组装好,并以翻新零部件的原包装归还给卡特彼勒。

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

Remanufactured Parts and Core Returns ? It is mandatory for warranty that branch service must always use the remanufactured part as the most economical means of repair. ? If some reman parts do not have the seeding program for China dealers so that we have to order new parts. ? For an emergency Class W Parts Order (warranty with product down) of a remanufactured part that is not in stock, the Dealer will be shipped the equivalent new part and invoiced at the remanufactured price, plus the standard core charge. When using remanufactured products to replace a failed part or component, the failed part or component should be returned to WTC Parts store in each branch/workshop as a core return for remanufacturing. ? Prior to return of the failed core the failed core should be disassembled enough to determine the cause of failure and the extent of damage to the parts. The core must then be completely reassembled for return to Caterpillar in the original packaging of the reman part. PDR(交机前维修) · 卡特彼勒认为机器使用时间超过一百小时,则可认为启动保修期。 · 对于发动机而言,产品交机前服务时长最多不得超过二百小时,随即启动保修期。 PDR (Pre-Delivery Repair) ? Caterpillar considers the warranty as started once a machine has substantial usage of more than 100 hours ? For engine 200 hours is the maximum amount of service allowed before the product is considered delivered, and the warranty period started. 旧件的保存 Warranty Failed Iron Handling · 不涉及退件的保修索赔零部件、故障旧件自索赔递交日期起,必须保留 35 天 · 所有的零部件必须用威斯特保修标签明确标注产品型号、序列号、SMU、索赔处理时 间、业 务订单号、地点等,并于安全场所存放。保修标签零件号:9Z0010。 · 对于 PIP 或者 PSP 涉及的索赔零部件(翻新零件除外),仅在文件中有特殊说明需 要保留时才作保留,否则,这些零部件需在维修结束后按要求销毁。 ? ? Warranty claim parts / failed iron that do not involve core credit must be held in storage for 35 days from the claim Registration Date All parts must be adequately identified using a WesTrac Warranty tag with product model, serial number, SMU, claim settlement date, work order number, location etc and then stored in a safe place. Warranty tag part number is 9Z0010. PIP/PSP claim parts (except Reman Core) that are replaced under a PIP or PSP are only held if the specific Service Letter indicates that they are to be retained. These parts should be scrapped at the completion of the repair.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

PIP/PSP 产品改进项目(PIP’s)以及产品支持项目(PSP’s)均为卡特彼勒通过服务信函推出 的项目。 Product Improvement Programs (PIP?s) and Product Support Programs (PSP?s) are programs issued by Caterpillar via Service Letters. · PIP是强制执行的针对维修或更换零件或总成的项目。 · PSP是针对已知产品问题,向客户和代理商提供额外的产品保修支持的建议执行计 划。 目前有三种PIP和两种PSP: · 安全PIP是用于消除潜在安全危险而制定的项目。分公司必须对安全PIP高度关注,收 到文件后,必须尽快执行并100%覆盖辖区内受影响的设备。 · 优先PIP是用于消除未来可能产生昂贵的维修费用的质量隐患或者为达到监管部门的 要求所制定的,需要100%覆盖辖区内受影响的设备。 · 零部件库存或代理商工具PIP · 要求在故障发生之前或之后执行的PSP · 要求仅在故障发生之后执行的PSP ? PIP?s are mandatory programs issued to repair or replace parts or assembled components. PSP?s are Dealer optional programs used to provide customers and Dealers additional warranty support on product for known product problems There are currently three types of PIP?s and two types of PSP?s: ? Safety PIP?s are programs established to eliminate a suspected safety hazard. Branch must give Safety PIP?s immediate attention by performing the PIP repair as soon as possible. It?s needs to be 100% completed ? Priority PIP?s are programs established to eliminate future potentially costly repairs and/or meet regulatory requirements, it needs to be 100% completed ? Parts Stock or Dealer Tool PIP?s ? Before or After Failure PSP?s ? After Failure Only PSP?s. ?

注意
NOTICE

服务信函不得提供给客户。这些文件仅限代理商内部使用。
Service Letters should not be or provided to customers. These documents are for Dealer internal use only. 政策支持概述 Goodwill Overview 政策支持是卡特彼勒以向其产品终端用户提供公平价值为目的而建立的理念(即便超 出声明的保修期限)。政策支持将改善客户满意度,加强客户关系并建立客户忠诚 度。 Goodwill is a philosophy based in Caterpillar?s commitment to provide fair value to the end users of their equipment, even beyond the stated warranty period. Goodwill improves customer satisfaction, strengthens customer relationships and builds customer loyalty.
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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

如需详情,请参考政策支持指导手册并咨询区域服务经理或索赔小组。 Please refer to goodwill guideline and consult with Regional Service Manager or warranty team for more details TRG – 工时需求指导 TRG - Time Requirement Guides 工时需求指导(TRG)是对卡特彼勒发动机及发电机进行服务的工时参考标准。该指 导列出了多种常见保修情况的许可工时。工时需求指导提供了合理可行的工时标准。 如需参考TRG,请点击: https://warranty.cat.com/cda/layout?f=210684&m=199921&x=7 Time Requirement Guides (TRG) is used as a basis for warranty allowance for service operations performed on Caterpillar engines and generators. The guides list allowable labour hours for various normal warranty repairs. The intent of Time Requirement Guides is to provide reasonable and obtainable times. For TRG reference please link to: https://warranty.cat.com/cda/layout?f=210684&m=199921&x=7 索赔的支持文件 Supporting Documentation 以下文件需要作为保修记录提交: · 服务报告 – 对于现场服务而言,必须每天为所有工作单填写服务报告,获得批准后作 为历史资料存档。对于车间服务而言,必须每天填写时间卡,每个工作段/工作单完成 时需填写服务报告。 · 工作单(工作总结及时间表)- DBS 系统中留有时间记录,因此除非索赔部门要求, 不需将此送往索赔组。 · SIMS 报告 – 所有与设备维保有关的工作单均需填写 SIMS。输入导致故障的卡特彼 勒零件号、总成号以及故障描述代码,报告中的评论部分是用于技术人员对故障原因 的说明。零件号应与在线服务信息管理系统(SIMS)的信息一致。 The following documents are required to be kept as records for a warranty repair: ? Service Report - For field service, service report must be filled out for every work order every day and then approved and filed in history file. For work shop, time card must be filled out every day and service report completed for every segment/work order. Work Order (Job Summary & timesheet) - Time records are entered on DBS so these do not need to be sent to warranty team unless requested by warranty manager. ? SIMS Report - All work orders related to machine and engine service need a SIMS entry. Enter the part number of the Cat part that caused the failure and group number, the part number entered in this field should be the same part number entered in the on-line Service Information Management System (SIMS) report, Enter numeric Description Code that describes the failure / defect. The descriptive comment field is used to indicate the technician?s brief comment about failure. 特殊情况所需要的一些文件: Some of the documentation required for a specific coverage: - 索赔授权 Claims Authorization (CA) - 底盘检查报告 Custom Track Service (CTS) - 油样分析 Scheduled Oil Sampling (SOS)
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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

- 交机前/回访/交机检查报告 Pre-delivery / Revisit / Delivery Inspection Reports - 之前维修的发票/维修方案 Previous Repair Invoice & Repair Option - 零件发票/单据 Parts Sales Invoice / Receipt 针对共轨燃油系统尤其是 C6.4 发动机的保修 Warranty for common rail fuel system especially applicable for C6.4 engines ? · 燃油泄漏检测报告 – 参考特别指示 REHS3428。 ? · 记录存在的诊断和事件代码-(请勿删除事件纪录)- 使用 ET 进行下载。 ? · 观察燃油滤芯-构造、零件编号、来源(最好有照片)。 ? · 务必切开全部三个滤油器以确定真伪——外观并不一定能说明问题!另附一些 鉴别赝品和卡特滤油器真品的方法供参考。 ? ? ? ? Fuel leak off test record - refer Special Instructions REHS3428. Logged and active diagnostic and event codes- (DO NOT delete logged events) - download using ET. Observation on fuel filters - make, part number, source (photographs preferred). It is mandatory to cut open all three fuel filters to verify its authenticity external looks does not always tell the truth! Some guidelines to distinguish between counterfeit and genuine CAT filter is attached for reference.

遇有 ECM/刷新文件故障时 Electronic Control Modules and Flash-files 当索赔发动机、传动系统、装备、监控系统电子控制模板、刷新软件或者更新软件等 引起的故障,如果电子控制模板(ECM)在维修过程中未被更换,ECM零部件号不得 在索赔时作为导致故障的零部件。涉及刷新或修改参数或更新的索赔应使用刷新软件 号码和图表中列出的总成号,作为导致故障的零件号 Use the chart when claiming for an engine, power train, implement, monitoring system electronic control module failures, flash-file failures or making flash-file changes. If an Electronic Control Module (ECM) was not replaced during a repair, the ECM part number cannot be used as the part causing failure on a claim. Claims involving re-flashing, changing parameters or updates should use the flash-file part number as part causing failure and the group number listed on the chart. 损坏和维修报告 Documentation based on the failure and its repair: ? 发动机维修/更换比较表:服务部使用此表来判断对某部件的维修和更换,何种 方式费用更低。该表包括维修过程中,零部件、工时以及杂项费用的记录和计 算。 ? Engine Repair vs. Replace: the service department uses this worksheet to determine whether it is less costly to repair or replace the component. This worksheet contains lines for recording and calculating parts, labour, and miscellaneous expenses in performing the repair. ? 故障分析报告(FAR):所有的大型保修都应具备详细的故障分析报告,说明 故障是由卡特彼勒的材料或人工缺陷导致的。分析细节在某种程度上关系着索 赔价格的多少。必须向索赔组提供故障分析报告,并附有详细的说明和图片。 未能提供此文件可能导致问题延误解决或者拒绝赔付。此报告的复印件将在分 公司存档,以供保修审查。
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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

Failure Analysis Report (FAR): All major warranty repairs should have failure analysis provided in narrative to indicate failure is due to Caterpillar defects on material and workmanship. Analysis detail is, to certain extent, proportional to the claim value. A failure analysis report with detail write-up and photos must be submitted to warranty team. Failure to supply this document may result in delay of settlement or claim rejection. A copy of this report is to be kept on branch?s file for warranty audit purpose. ? 其它报告,如 ET ? Other Test Results e.g. ET ? 机油消耗量监测报告和每日数据记录报告 ? Oil Consumption Test and Daily Log Report ? 发动机测功报告 ? Dynamometer Test Sheet ? 故障照片 ? Photographs 与维修相关的一些费用的证明文件 Documentation based on repair expenses: ? 外协采购/维修发票 Outside Purchase/Repair ? 紧急空运发票 Emergency Airfreight ? OEM 修理差旅费用发票 Lodging/Meal/Misc ? 代理 GOODWILL 用户付款发票 Customer Credit

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

12. 技术部门 Technical Department 技术部门设于北京总部,是卡特彼勒及威斯特服务部就产品问题及技术信息沟通的统 一平台。 The Technical department is located at Beijing HQ for the centralised contact point to Caterpillar and WesTrac China service department on product problems and technical information distribution. 技术部门负责处理来自卡特彼勒、威斯特中国各个分公司以及客户方面的咨询。同时 也协助鉴别、量化并确定解决产品问题的优先顺序。 The Technical department handles inquiries from Caterpillar, WesTrac China branches and customers. Also assists in identifying, quantifying and prioritizing product problems: ? 陈述技术细节及事项 Summarise technical details and matters ? 概述对于卡特彼勒及威斯特中国的商业影响 Summarise commercial impact to Caterpillar and WesTrac China 技术部门是卡特彼勒产品服务工程师就产品问题解决方案进行沟通的桥梁。 The Technical department becomes a focal point for Caterpillar Service Engineers to contact on product problem resolution, ? 尤其是与卡特彼勒就特定商业信息及技术信息进行沟通,之后对分公司服务人 员进行相关指导。 Communicate with Caterpillar on problem specific commercial and technical information then provide guidance and instruction to branch service staff. ? 确保对卡特彼勒的 SIMS 报告的质量和数量。 Assure good quality and quantity SIMS reporting to Caterpillar ? 技术支持工程师应该对分公司工程师在特殊、高难度工作和问题上提供培训和指 导。Technical support engineers are available to train and instruct branch engineers on special, high level jobs and problems 威斯特中国在每个省都设有省技术联络员,以协助以下事项: WesTrac China has Provincial Technical Communicators in each Province to assist with the below items: ? 故障分析报告 Failure analysis reports, ? 确定与操作/应用相关的问题 Identify operation/application related issues ? 在一些高难度工作中协助进行故障排查 Assist in trouble shooting in very hard cases ? 决定某项解决方案对于某个已经提出的具体问题是否适用 Determine if a resolution is available for a said problem ? 联系并确认威斯特总部是否有一个现成的解决方案,或者帮助制定一个临时方案 Contact and be informed if a resolution is available from WesTrac HQ or assist in developing interim resolution ? 对保修事务提供建议 Provide technical advice on warranty matters ? 对零件重复使用及残值利用程序提供技术上的建议 Provide technical advice on parts reusability and salvage procedure 技术部门负责对技术及商业信息进行汇总,并对故障分析报告进行整理,以提供产品 问题解决方案方面的信息。

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

The Technical department provides summarised technical and commercial information and organises failure analysis reports for product problem resolution information distribution. 请参考内网中的《技术问题解决流程》,以确保正确的汇报渠道,并加快问题的解 决、促进客户满意度的提高。 Please refer to intranet ?Procedure for Technical Problem Solving? to ensure correct reporting channel, speed up problem resolution and improve customer satisfaction. http://docs.westrac.com.cn/sites/QualityDocumentSystem/Documents/技术问题解决 流程%20%20Procedure%20for%20Technical%20Problem%20Solving.pdf

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

Flow chart for Technical problem handling Quality Document: Procedure for Technical Problem solving

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

Below are some useful internet sites that are Caterpillar Product related and specific with information for Caterpillar products.

Web address(网站地址) https://dealer.cat.com https://sis.cat.com https://sims.cat.com http://tmiweb.cat.com https://sentitback.cat.com https://warranty.cat.com http://www.westracwerc.com/EquipCom/Login.aspx https://fpsdma.cat.com/fpsdma/fpsHome.do https://Engines.cat.com https://EMC.cat.com https://dlms.logicbay.com/dlms/login/landing.jsp

Web site name (网站名称) Dealer SIS SIMS TMI SIB Warranty SOS FPS Powernet EMC DLMS

Description 描述 代理网 维修手册信息 设备维修记录等 设备技术信息 退件网站 保修网站 SOS 结果查询网站 工厂密码申请网站 发动机信息网站 CAT 电子媒体网站 CAT 网上培训网站

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

13. 订购零部件 13. Ordering of Parts 为降低潜在财务风险并更好的管理公司资产,在与所有部门的领导商讨之后,所有的 高级经理均同意并认为我们从现在起不应该再―借‖零部件了。 这也就意味着所有不在仓库的零部件,必须有工作单或者销售订单,因为支持文件、 手工外借纪录将不被接受作为库存的支持文件。 关于服务工程师在前往工地之前所需要的零部件,所有零部件必须经过工作单,在完 成作业后,如果零部件没有被使用并且带有原有包装,零部件部门将按照已经发布的 相关程序,接受零部件返还。关于内部部门可能需要零部件的情况,我们已经有相关 规定和程序,并将继续遵照其执行。 对于一些不清楚的情况,或者客户与公司之间无法裁决的商务争端,为了加快反应时 间并让客户满意,如果分公司经理认为提供免费零部件可解决问题,同时所有相关费 用无法判断该由谁承担,我们可以使用已经设立的 IP-D000 账目。此解决办法已由财 务部进行讨论并由首席运营官 COO 批准。该费用将直接反映在相关分公司的 P/L 中。授权范围如下(附件为内部使用零部件申请表): 1. 每笔订单价值少于两千人民币(含增值税),需分公司经理书面批准 (签字或邮件) 2. 每笔订单价值高于两千人民币低于五千人民币(含增值税),需省级经 理书面批准(签字或邮件)。 3. 每笔订单价值超过五千人民币,需由首席运营官 COO 批准。 All parts out off warehouse should have either a work order or sales order as supporting documents; manual borrowing recorder will not be accepted as inventory supporting document. Regarding parts needed by service engineers before they go to site, all parts should go through work order, after finished job, if parts have not been used and have original package, parts department will accept parts return after going related process which has been issued... for the possible needed parts by internal departments, we already have related regulation and process, will keep it and implement it like before.

6/12/2011

WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

零配件订购单 Parts Order Form 设备上的某些零件需要保养或修理时,主管或工程师必须完整填写零件订购单,零件 订购单是零件部处理零件及向服务部供货的一个质量文件,所填信息将被录入到正确 的工单里,请见下图是零件申请单示例 All parts required for maintenance or repairs to his product whereby parts are required, the supervisor or engineer must complete a parts order sheet. The parts order sheet is a quality document used for the Parts Department to process the order and supply the parts to Service Department. The information supplied on the parts order sheet is transferred to the correct work order. Below is an example of a parts requisition form.

6/12/2011

WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

零部件退货 Parts Return 零件部记录所有服务部从零件部领取的零件,如果领取的零件在修理时没用上,就应 将其退回到零件部冲账。 All parts should be requested from Parts department using a Parts Requisition Form, if the parts are not used during the repair that have been requested they need to be returned for credit.

6/12/2011

WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

14. 现场服务车辆 Field Service Vehicles 为快速,优质,高效地服务客户和打造专业品牌的公司,威斯特中国拥有标准化的服 务车辆。 In order to provide quick, high-quality and efficient service to our customer and establish professional image for our company, WesTrac China has a standardized service vehicle. 每天车辆内部工具和装备一应俱全具备现场服务的能力。按照公司安全政策和污染控 制政策的规定,提高公司专业形象的需要,及良好的客户服务意识,车辆和工具应清 洁有序的停放或摆放, Included in each vehicle is appropriate tooling and supplies to operate as a Field service vehicle. The vehicle and tooling should always be kept in a clean and organised state to comply with company policy of safety, contamination control and promote professional image and excellence to customer service.

上图:威斯特中国标准的现场服务车辆 Above: Standard Field Service Vehicle for WesTrac China

上图:现场服务车辆内部装备,包括:安全工具车辆清理和车辆清理工具箱 Above: Items in Field Service vehicle include safety items, vehicle cleaning kit
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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

上图:专用工具及其他物品的储存箱 Above: Box for storage of miscellaneous and special tooling

上图:现场服务工具和设备的标准放置 Above: Field service tooling and standard equipment layout

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

15. 质量文件 Quality Documents 威斯特中国的质量文件经管理层批复,供各部门员工使用,以确保信息的准确传达或 程序的有效跟踪。 WesTrac China Quality Documents are documents approved by WesTrac management that are used by different departments to ensure correct information transfer or a process is followed all the time. WTC 的企业文件由三大类组成:政策,程序和表格。企业文件可以在内网的质量文件 体系中找到并被纳入控制范围内,但文件的拷贝和下载不受控制。 WTC corporate documents will consist of three hierarchies of policies, procedures and forms. Corporate documents that remain on the WTC Intranet “Quality Document System” are deemed to be 'Controlled', documents that when copied and/or downloaded are ?Uncontrolled? 全部资料源于内网,员工可以从这儿获取最近更新的文件。 All documents should be sourced from the intranet as this is where the latest (Controlled) documents are kept and will ensure you get the latest updated document. 这是一种有效的工作模式:节省时间和费用并向员工提供重要信息有效协助其工作。 请登录内网获取威斯特的质量文件,如下: This makes an efficient way to work and saves time and money and proved important information to assist with your work. WesTrac quality Documents can be found on the intranet as below
.

ALL QD Documents can be found at Quality Document System tab

威斯特的企业政策必须执行,各省适用。 WesTrac company policies apply to all provinces and MUST BE FOLLOWED.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

休假申请 Leave Application 在您需要休病假或者年假的时候,需要完成如下面所示休假申请表,你可以在威斯特 内网上找到该表格。 A Leave Application form must be completed if you are sick or require annual leave as below, the form can be found on the WesTrac Intranet.

从此处 申请 Apply here

选择休假申请 Select leave application

完整填写表格上所有空白处,并提交申请批准。该表格将会被提交到你的上级及管理 层以申请批准。 Fully complete the form in all areas for submission for approval. The form will be submitted to your Supervisor and Management for approval.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

如下所示,你可以在内网中找到休假申请表。 An example below of the Leave application form to be found on the intranet.

6/12/2011

WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

批准费用支出及报销 Financial Expense Approval and Reimbursements 威斯特制定企业政策以规范出差费用的报销事宜,针对员工花销核准及报销的政策规 定了报销的分类和要求,质量文件体系中标号为 FAIT-F policy 001 的文件即为该文 件。 WesTrac has company policy around the reimbursement of costs incurred during business travel. The policy of Staff Expense Approval and Reimbursement outlines the requirements and expenses that are eligible for reimbursement. The policy document number FAIT-F Policy 001 can be found in the Quality Documents section. 服务部出差政策也针对服务部员工制定并提供了出差报销报销指南。服务部出差政策 PS-S Policy 007 也被收录于质量文件体系中。 Also applicable to the Service department is the Service Department Travel Policy which outlines the guidelines for reimbursement applicable to Service staff when travelling on company business. The Service Department Travel Policy PS-S Policy 007 can be found on the Intranet in the Quality Documents section. 公司每月报销两次。 Reimbursements are completed twice per month
Expense claims accessed from here on Intranet

为加强内部管理控制并保障公司利益,付款操作规范如下: To improve internal control and protect company?s benefit, the payment activity will be regulated as following: 1. 频率:每月两次,除非紧急申请如关税、税收或者工资等。 Frequency: twice per month except urgent request such as duty, tax, salary, etc. 2. 付款时间:每月 5 号、20 号或者在当日为周末的时候顺延至接下来的一周。
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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

3. Payment time: 5th and 20th every month or the following week day if the date is weekend;收款人:非例外情况下每月付款一次给收款人。 Payee: only be paid once a month excludes those exceptions; 4. 驳回:所有被驳回的申请均附有理由退回给申请人。 Rejection: all rejections will be returned to applicant with opinion. 确保付款流程成功顺利进行是每一个环节人员的责任,而不仅仅是财务部门的职责。 所有付款申请需要提交给财务部门,以便进行仔细确认。 It?s each individual not only Finance?s responsibility to make the payment smoothly and successfully, all payment requests delivered to finance must be checked carefully. 需要提醒大家的是:在你点击―同意‖之前,需要做到尽职调查。 Kind reminder to everybody: Due Diligence is necessary before you click on ―agree‖.

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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

下文是一份报销申请示例,报销申请表格需要完整填写,以便报销出差过程中发生的 业务花费。 Below is an example of the Expense statement reimbursement application form that needs to be fully completed in order to be reimbursed for expense incurred during business trips.

需要提醒大家的是:在你点击―同意‖之前,需要做到尽职调查。
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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

16. 服务关键绩效指标 Service KPI 服务部利用省级服务月报的方式去了解并沟通公司关键绩效指标,这样才能够达到改 进提升的目的。 The service department develops a monthly Provincial Service Report to understand and communicate the company KPI?s so improvements can be measured. 通过月报,各省将相关信息汇报给总部,在正式的文件之中,贯穿了一条自由沟通的 渠道。 The monthly report is for reporting information back to HQ from the provinces in order to allow free flow of communication in a formal document. 通过关注月报,可以确保服务经理及服务主管们快速有效地管理他们范围内的业务。 Attention to this monthly report will ensure Service Managers and Service Supervisors can manage their business unit efficiently and effectively. 17. 定义 17. Definitions 七天 WIP 指的是自工作单记录的最后工作日算起超过七天的所有未结算工作单的总金 额。 这一指标以其占全部 WIP 总额百分比的形式体现。七天 WIP 评估了服务部在合理时间 内结算的能力。一般期望是,如果工作单在七天内没有预约后续工作,则需开具发票 进行结算。集中关注七天 WIP 对精确评估服务部的运营状况而言至关重要。工程师及 学徒在没有每日提交时间花费表的时候将影响到这一关键绩效指标。 许可工时 指的是服务部允许的带薪休息工时(年假、病假、事假)。许可工时不影响 技师的生 产能力。 卡特彼勒保修 是在产品保用期内,厂家和代理商对客户,具有法律效力的一种承诺, 其中包括了材质和工艺两个方面。 卡特彼勒政策支持 指的是在向卡特彼勒代表进行咨询之后,卡特彼勒认为客户由于产 品质量/表现遭到损失,或对该客户而言将严重影响未来销售的情况下,同意全额或部 分对客户支持费用。卡特彼勒将与代理商共同参与。卡特彼勒政策支持体现卡特彼勒 向用户承诺的提供公平价值的理念,用于提高客户满意度,加强与用户的关系,并提 高客户忠诚度。 DBS-卡特彼勒代理商业务系统 是一种提供获取所有机型、客户、财务、卡特彼勒及 历史 信息平台的软件。 政策支持费用三分 指的是客户与卡特及代理商共同承担修理费用。 发票 指的是 DBS 系统正式打印的电子发票 开具发票未索赔 指的是所有开具了发票并附有保修编号,然而并未处理保修索赔的工 作单。 保修索赔需要在最后工时日起六十天内进行处理。如果保修工作单开具了发票 然而自 最后工时日起六十天内并未进行索赔,卡特彼勒将不接受保修,同时代理商必 须承担所 有费用。
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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

KPI (关键绩效指标)指的是数据被整合成为单个数字,并用于评估商业运营绩效。 每个 KPI 均有可接受和不可接受的目标范围。 延迟索赔要求 指的是当代理商递交需要当地卡特代表的支持,允许接受延迟保修索赔 的正式申 请。此申请必须具有延迟索赔的正当理由。 Lawsons 指的是将于 2010 年引进的取代 DBS 系统的新软件。 工时差异 指的是 DBS 系统中录入的工时数与工资单依据的工时数之间的差异,这一 指数的目标为 0。 无薪假期 指的是一线技师休人事政策赋予带薪假之外假期,要由服务主管、经理批 准。 年假损失时间 指的是当一线技师修年假时,应将其标准工时归为此账目名下。 工伤损失时间 指的是当一线技师发生工伤事故,无法履行日常职责,其标准工时应归 为此 账目名下。 公共假期损失时间 指的是当一线技师由于政府规定的假期休假时,其标准工时应归为 此帐 目名下。 维修及维护―建筑物‖损失时间 指的是当分公司建筑物(固定)需要由可一线技师进行 维修的时间,或者维修费用不符合 CAPEX 准则。 维修及维护―铲车‖损失时间 指的是所有与铲车维修相关的时间。 维修及维护―设备‖损失时间 指的是分公司设备(非固定)需要由一线技师进行维修的 时间,或者维修费用不符合 CAPEX 准则。 病假/丧假损失时间 指的是一线技师工休病假或丧假,应将其标准工时归为此账目名下 (仅当符合人力资源病假条件时)。 指导损失时间 指的是一线技师提供指导的时间,并且不能通过工作单收入来弥补。 培训损失时间 指的是一线技师在其标准工时中获得培训的时间。 未使用损失时间 指的是由于工作短缺、等待工作分配或者出现外部问题等情况,客户 不应被收费,而技师没有工作单可以划归费用的时间。 机动车辆费用 指的是一线技师在其标准工作时间对其车辆进行维修消耗的时间。 不结算工时 指的是服务部不能向客户收取的工时费(培训、政策、返工、损失时 间。)这些工时影响到技师的生产力。 零部件保修 指的是当新的卡特零部件安装后在保修期内出现故障。通常零部件保修期 包括服务日期后的头六个月,对于 OEM 而言为十二个月。(参考卡特保修指 导)如果威斯特在首次故障时获得更换故障零部件的费用,则威斯特仅负担差 途或工时费。 政策商誉营销 指的是一旦威斯特认为客户由于产品质量不合格而蒙受损失,或者客户 对公司业务忠诚度极高并有巨大的未来销售潜力,则可以获得财务补偿。只有 市场部能做出此决定,因为客户将通过市场部账目得到赔付。 形式发票 指的是 DBS 提供的服务工作单的非正式发票,可体现工作单的发票总额。 形式发票可在 DBS 屏幕上察看电子版或者打印成纸质文件。 可结算工时 指的是可向客户收取费用的工时。(收入、部门间、保修及 CSA 账 目)。 保外销售指的是销售给保外客户的工时和杂费金额 服务政策性补偿 指的是当服务部认为客户在接受服务的过程中,由于威斯特内部流程 问题或效率低下而蒙受损失,并获得经济补偿。通常向客户收取的费用将被分 配到分公司服务政策账目名下。
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WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

服务返工 指的是服务部执行修理后,由于工艺欠缺导致出现故障,进行返修耗费的工 时。返工保修期限为最后一次工时日期六个月内。 技师工时利用率指的是工作小时数中(不包括许可工时)可结算工时的百分比。这是 服务部通过生产工时销售额衡量员工效率的方式。技师生产率通常可体现服务 部是否拥有足够的服务业务。要理解技师生产率数据是否合理,必须对一系列 其他关键绩效指标进行监控,因为错误的技师时间管理和错误的时间分配可对 此数据有影响。 保修索赔 指的是为由卡特彼勒引起的产品故障,向其申请赔偿的正式流程。 保修 指的是并非由客户所致的产品故障,并认为是代理商的责任。 WIP – 未完成工作 所有正在进行的服务工作单的总价值,包括零部件,工时以及销售 杂项。WIP 是在加入统一费率及折扣之后计算的。如果 7 天 WIP 值过高,将 对我们的利润和损失带来极坏的影响。 7 Day WIP refers to the total Work In Progress 7 days after the last labour date recorded on the work orders. This is represented as a total sell value of labour, parts and miscellaneous, and is represented as a percentage of total WIP. 7 day WIP measures the efficiency of the service department?s ability to invoice a work order in a reasonable period of time. It is expected that if a work order has not had labour booked to it for over 7 days then it should be invoiced. Focussing on 7 day WIP is critical to accurately assess how the service department is operating. Engineers and Apprentices can affect this KPI when not handing in timesheets daily. Allowed Hours are expense labour hours that Service Department allows for paid time off (Annual leave, sick leave, and family leave). Allowed hours do not affect Technician Productivity. Cat Warranty is an account/customer that supports Caterpillar product failure which is due to the poor quality of the Caterpillar product or assembly by Caterpillar. Warranty is the legal obligation required of Caterpillar and its dealers, to provide customers with protection for product/part defects in material and workmanship, during a specified period of time or product usage. Caterpillar Goodwill means that a Caterpillar representative has been consulted and Cat agree that a customer should be compensated by Cat fully or partially as the customer has been disadvantaged by product quality/performance or the particular customer will have a significant impact on future sales. Cat will only assist payment if the dealer provides financial support. ? Goodwill is a philosophy based on Caterpillar?s commitment to provide fair value to the end users of their equipment, even beyond the stated warranty period: ? Improve Customer Satisfaction ? Strengthen Customer Relationships ? Build Customer Loyalty DBS - Caterpillar Dealer Business System is the software that provides a platform to obtain all machine, customer, financial, Caterpillar and historical information. Invoice is a formal invoice printed from DBS KPI (Key Performance Indicator) means data which has been consolidated into one number that measures the performance of the business operations. Each KPI has an acceptable and unacceptable target. Lawsons is the new software that will be introduced in 2010 to take over DBS. Labour Hour Variance is the difference between the hours recovered in DBS to the hours paid through payroll, the target is 0.
6/12/2011

WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

Leave without Pay is when a recoverable employee has not followed correct HR Policy for leave entitlements. Special leave without pay can be approved by supervisors and managers. Lost Time Annual Leave is when a recoverable employee is on annual leave and should have their standard hours charged to this account. Lost Time Injury is when a recoverable employee has a workplace injury and cannot perform their daily duties; their standard hours should be charged to this account. Lost Time Public Holiday is when a recoverable employee is on leave due to an enforced Government Public Holiday; their standard hours will be charged to this account. Lost Time Repairs and Maintenance ―Buildings‖ is when part (fixed) of the branches building requires repairs by a recoverable technician or the capture of maintenance expenses that do not fall in CAPEX guidelines. Lost Time Repairs and Maintenance ―Forklift‖ is for any expenses related to forklift repairs. Lost Time Repairs and Maintenance ―Plant‖ is when a piece (not fixed) of branch equipment needs to be repaired by a recoverable technician or the capture of maintenance expenses that do not fall in CAPEX guidelines. Lost Time Sick/Bereavement Leave is when a recoverable employee is on sick/bereavement leave and should have their standard hours charged to this account (only as per the sick leave policy-HR). Lost Time Supervisor is when a recoverable employee carries out supervision that cannot be recovered on a revenue work order. Lost Time Training is when a recoverable qualified employee has received training during their standard working hours. Lost Time unapplied is when a Technician does not have a recoverable work order to book to, as there may be a lack of work, waiting for a job to be allocated or external problems arise where the customer should not be charged. Motor Vehicle Expenses is when a recoverable employee has carried out repairs to their vehicle during standard working hours. Non-Chargeable Hours are expense labour hours that Service Department could not charge to a paying customer (training, policy, rework, lost time.) These hours effect Technician Productivity. Parts Warranty is when a new Cat part is fitted and fails within the warranty period. Generally the parts warranty covers the first 6 months from the date of service or for OEM 12 months. (Refer to the Cat warranty guide) WesTrac will only cover travel or labour if WesTrac was paid to fit the failed part at the first failure. Policy Goodwill Sales means that if WesTrac feels a customer has been unfairly disadvantaged by poor product performance or that a customer exhibits extreme loyalty to the business and significant future sales, the customer may be compensated financially. Only the sales department can decide this as the customer will be compensated from a sales account. Proforma Invoice is an unofficial invoice of a service work order from DBS which shows the total invoicing costs of a work order. A proforma invoice can be viewed electronically on the DBS screen or can be printed as a hard copy. Recoverable hours are the hours of labour that can be charged to a paying customer. (Revenue, interdepartmental, warranty and CSA accounts). Revenue Sales is value of labour and miscellaneous sold to revenue customers Service Policy is when the service department believes a customer has been unfairly disadvantaged due to WesTrac?s internal procedures or inefficiencies when carrying out service work and is compensated financially. The costs that
6/12/2011

WesTrac (Beijing) Machinery Equipment Ltd/ WesTrac (China) Machinery Equipment Ltd

normally would be charged to the customer are allocated to the branch service policy account. Service Rework is when the service department carries out a work order and there is a failure due to poor workmanship. Rework is covered until 6 months after the last labour date. Technician Productivity is a percentage of the number of hours worked (not including allowed hours) that resulted in recoverable hours. It is the method by which service department measure staff efficiency through productive labour sales. Technician productivity generally indicates if a service department has enough service work or not. To understand if TP is correct a number of other KPIs must be monitored as it can be manipulated through incorrect management of technician?s time and incorrect allocation of times. Warranty Claim is the formal process of applying for compensation from CAT for a product failure deemed the cause of Caterpillar. Warranty means a failure of a product which is not the fault of the customer and is deemed the responsibility of the dealership. WIP – Work In Progress refers to the total value of all open service work orders including parts, labour and miscellaneous at sell. WIP is calculated after flat rates are applied or discounts. If 7 day WIP is too high, it has a very bad effect on our profit and loss. 布莱恩· 贝尼 Bryan Penny
服务运营总经理 General Manager of Service Operations

6/12/2011


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