For the service industry of automobile repair shop, standardization is the necessary stage and the last requirement for the development of shop. That is the so-called "irregular and radius-free", only to achieve every service detail, in accordance with the regulations, can the owners bring the ultimate experience. So, how to achieve standardized services?

　　規(guī)范的服務(wù)對于汽車修理廠的管理是非常重要的

　　Standardized service is very important for the management of automobile repair shop.

　　什么是標準化服務(wù)?

　　What is standardized service?

　　一般來說，標準化就是讓顧客在每次消費中都能獲得一致的服務(wù)質(zhì)量體驗。此外，所提供的服務(wù)必須按照標準執(zhí)行，包括服務(wù)時間、服務(wù)質(zhì)量、服務(wù)價格、質(zhì)量保證、服務(wù)管理、服務(wù)監(jiān)督、服務(wù)投訴等相關(guān)內(nèi)容。

　　Generally speaking, standardization means that customers can get consistent service quality experience in every consumption. In addition, the services provided must be implemented in accordance with the standards, including service time, service quality, service price, quality assurance, service management, service supervision, service complaints and other related content.

　　商店標準化服務(wù)的好處是什么?

　　What are the benefits of store standardization services?

　　1、有利于提高工作效率

　　1. Favorable to improve work efficiency

　　做任何事情如果不遵循一定的流程，認為a是a出，不僅效率會極低，而且容易出錯。汽車修理廠這一特殊的服務(wù)行業(yè)，無論是維修還是保養(yǎng)，都是非常精細的工作內(nèi)容，不容忽視。在客流大的情況下，為了保證工作效率和避免失誤，有必要制定一個規(guī)范的流程，監(jiān)督員工的執(zhí)行情況，最終養(yǎng)成強烈的工作習(xí)慣。

　　If we don't follow a certain process, we think that a is a, which is not only inefficient, but also easy to make mistakes. The automobile repair shop, a special service industry, whether it is maintenance or maintenance, is a very delicate work content, which can not be ignored. In the case of large passenger flow, in order to ensure work efficiency and avoid mistakes, it is necessary to develop a standardized process to monitor the implementation of staff, and ultimately develop strong work habits.

　　2. 幫助減少人為錯誤

　　2. Help to reduce human error

　　標準化過程是通過大量測試和總結(jié)確定的工作規(guī)范。因此，如果能按照標準進行施工，就能減少人為誤差，保證服務(wù)質(zhì)量。

　　The standardization process is defined by a large number of tests and summaries. Therefore, if the construction can be carried out according to the standard, it can reduce human error and ensure the quality of service.

　　很多汽車修理店的老技師覺得自己的經(jīng)驗非常豐富，經(jīng)常不按照標準流程工作，也許沒有什么錯誤，但是這種領(lǐng)導(dǎo)會影響到整個團隊。為了節(jié)省時間和精力，一些年輕的員工會遵循老技術(shù)人員的懶惰方式來完成任務(wù)。然而，由于他們?nèi)狈?jīng)驗，一些特殊的問題不能自己解決，從而浪費了更多的時間。

　　Many veteran auto repair shop technicians feel that their experience is very rich, often do not work according to the standard process, there may be no mistakes, but this kind of leadership will affect the whole team. In order to save time and energy, some young employees will follow the lazy way of old technicians to complete tasks. However, due to their lack of experience, some special problems can not be solved by themselves, thus wasting more time.

　　3.有利于新員工的快速學(xué)習(xí)和培訓(xùn)

　　3. Favorable for fast learning and training of new employees

　　我們都知道，當我們剛進入一家公司的時候，我們必須經(jīng)過培訓(xùn)才能進入工作崗位，所以我們需要學(xué)習(xí)更多的知識來勝任相對復(fù)雜的汽車修理店的運營。

　　We all know that when we first enter a company, we have to be trained to enter the workplace, so we need to learn more knowledge to be competent for the operation of relatively complex auto repair shops.

　　因此，制定一個標準化的服務(wù)流程很重要，讓員工在上班前閱讀和實踐。這樣，標準化的培訓(xùn)內(nèi)容可以讓新員工感受到自己的責任感，從而提高他們的主動性，有利于以后更快的工作。

　　Therefore, it is important to develop a standardized service process, so that employees can read and practice before work. In this way, standardized training content can make new employees feel their sense of responsibility, thereby improving their initiative, which is conducive to faster work in the future.

　　4. 有利于處理糾紛

　　4. Favorable to handle disputes

　　規(guī)范是區(qū)分對錯的標準。在日常工作不可避免地會發(fā)生一些糾紛,公眾說,老太太說老太太是正確的,這個時候你需要使用標準化的規(guī)范來判斷誰是對的誰是錯的,但也更能讓員工信服,否則嘴巴說沒有證據(jù),但讓員工不公平,不利于工作。

　　Norms are the criteria for distinguishing right from wrong. There will inevitably be some disputes in the daily work. The public says that the old lady says the old lady is right. At this time, you need to use standardized rules to judge who is right and who is wrong, but it is also more convincing to the employees. Otherwise, there is no evidence, but it is unfair to the employees and not conducive to work.

　　3.如何實現(xiàn)標準化服務(wù)?

　　3. How to achieve standardized services?

　　事實上，標準化并不復(fù)雜。一是制定標準，二是實施，三是修改。但是誰做的呢?一般來說，誰是第一個接線員將由我們決定。在執(zhí)行方面，我們必須有一線工作人員的參與。第二組長負責監(jiān)督;第三條必須能夠執(zhí)行，不能停留在書面;四是加強培訓(xùn)，獎懲分明;第五，形成穩(wěn)定的習(xí)慣和規(guī)范。

　　In fact, standardization is not complicated. One is to establish standards, the other is to implement them, and the third is to revise them. But who did it? Generally speaking, it's up to us to decide who is the first operator. In terms of implementation, we must have front-line staff involved. The second group leader is responsible for supervision; the third must be able to implement, not stay in writing; the fourth is to strengthen training, with clear rewards and punishments; the fifth is to form stable habits and norms.