No. * * * Construction Machinery Network: Mao Jianhua, Deputy General Manager of Sany: Improve the service level of the industry Construction Machinery Network: Mao Jianhua, Deputy General Manager of Sany: Improve the service level of the industry

Source: *A construction machinery network

■Sany service boosts the development of the industry

The sun in the early morning of the same day sprinkled *5656 rays of light, and Mao Jianhua, deputy general manager and service director of Sany Group, was already on the way to the company. As usual, Mao Jianhua had to arrive at the company restaurant before 7:30 to attend the daily group morning meeting. As the person in charge of Sany Group's service accessories*5656, he has developed the habit of seeing service satisfaction and timely supply of spare parts every day after many years of work. In recent years, Sany Service has made great progress and development, which is inseparable from his efforts.
Mao Jianhua joined Sany in 2004 and knows the way of innovation and management. Under his promotion, the core competence of Sany service has been significantly improved, and the service satisfaction and timely supply rate of accessories have exceeded the benchmark, becoming a new milestone in the industry.
It is these three major contributions to improve the service commitment standard, promote the development of the layout of the 6S center and comprehensively accelerate the construction of service informatization, which has comprehensively improved the service level of the industry.
 

■ Service commitment to improve industry standards

A gorgeous guarantee of a thousand words is not as good as a hard promise of a few numbers. This is the conclusion reached by Mao Jianhua with an in-depth understanding of customer needs. Based on this, in 2011, at the request of Mao Jianhua, Sany Group launched a digital service commitment from three aspects: service call speed, fault resolution speed and spare parts supply speed, to create a promise of a golden service brand, with visible and measurable digital commitments, to fully protect customer service needs.
The "211" service commitment came into being. That is, after receiving the call, the main market will arrive within 2 hours; Solve general faults for customers within 1 day; Commonly used accessories will arrive accurately within 1 day. At the same time, the group clearly requires that the service commitment of each business unit shall not be lower than this standard. In fact, all business divisions of Sany Group have fulfilled their commitment to customers with higher standards.
At the same time, in order to ensure that the commitment does not fall into a dead letter, each business unit of Sany Group has also formulated a specific compensation system for violating the commitment. Customers can make claims in accordance with the system. As soon as the promise came out, the industry was in an uproar. I was not only surprised by Sany's courage, but also surprised by Sany's determination to "put himself in the desperate" and fight against the odds. In fact, this kind of express commitment is not difficult for Sany, which has a huge and well-thought-out service network. At present, Sany has more than 6,000 service engineers, more than 2,000 service outlets, more than 3,000 service vehicles, and has spare parts warehouses all over the world, forming a three-level spare parts supply guarantee system of headquarters warehouse, regional center warehouse and secondary warehouse, and has stored more than 500 million yuan worth of more than 60,000 kinds of spare parts for users to choose from, fully protecting users' demand for accessories. Behind the commitment is the manifestation of strength.
China Construction Machinery Industry Association said that it is Sany's service commitment that continues to promote the development of the industry. Now all enterprises in the industry are competing to improve the level of service, this situation of constantly surpassing and catching up, the ultimate benefit will be the majority of customers.
 

■6S center changes the industry pattern

On September 28, Sany Heavy Industry Shaanxi 6S Center opened. This is the 11th 6S center built and operated by Sany. The word "6S" comes from the English letters starting with 6 "S", namely Sales, Service, Sparepart spare parts supply, Show, Service, and Survey.
The Sany 6S Center is equivalent to the Sany headquarters in the location. All business divisions and branches of Sany are stationed here, and various types of equipment and accessories are reserved. Local customers can purchase the nearest machine without going to the place where the product is produced. At the same time, in order to provide customers with pre-sales to after-sales "one-stop worry-free" honorable services, to meet the diverse needs of customers, the 6S center also provides customers with legal affairs, financing support, second-hand transactions, old parts repurchase, product leasing, engineering information consulting and overall construction scheme design, equipment refurbishment and transformation, special services, fixed-point services and other business support and expansion services, which truly solves customers' worries.
As the leader in charge of the 6S center, Mao Jianhua put forward extremely high requirements for the 6S center. He asked the 6S center to fully disseminate the Sany regional brand, and at the same time can be used as a regional training base to conduct operator training for customers locally. As Sany's product sales and marketing service platform in the region, the 6S Center demonstrates Sany's differentiated competitive advantages; At the same time, the 6S Center provides a comfortable and harmonious working and living environment for employees stationed abroad, so that employees can feel the warm atmosphere of home.
At present, Sany has operated 6S centers in 11 provinces and cities including Guangdong, Xinjiang, Hubei, Jiangsu, Chongqing, Sichuan, Shandong, Nanchang, Tianjin, Hefei and Shaanxi. According to the plan, Sany will open 6S centers in 31 provincial capitals, municipalities directly under the central government and more than 200 secondary cities across the country, so that customers can enjoy Sany's honored services without leaving home.
With the 6S center as the strategic distribution, we will build a national regional product sales and marketing service platform, which is the first in the global construction machinery industry. This layout has changed the status of a single point (manufacturing enterprises) to multiple points (customers in various provinces and cities) in the construction machinery industry in the past, and formed a service pattern of a single point (6S center in various provinces and cities) to a single point (customers in various provinces and cities). This new industry layout has greatly improved the speed and quality of service, so as to be imitated by the industry. According to incomplete statistics, since 2007, Sany opened *5656 6S centers, similar marketing service platforms across the country have more than tripled, which has also changed the layout of the industry's marketing outlets to some extent.
 

■Informatization accelerates the service process

Informatization has always been the focus of Mao Jianhua's attention. Improving the service level with informatization and using advanced computer technology to develop services is the development strategy that Sany has always adhered to. From the establishment of the industry * 5658800 toll-free telephone, the establishment of the 800 green channel command center, to the domestic industry * * to open the 4008 service line, and the full launch of the service information system, and then to the construction of China's construction machinery industry equipment control center and put into operation, Sany global information system is becoming more and more perfect.
After several years of efforts, Sany has formed a relatively complete intelligent information system for support services based on CSM (Customer Service Management System), GCP (Global Customer Portal), IEM (Intelligent Equipment Management) and LES (Logistics Execution System), which has played a huge role in improving the company's service level and efficiency.
In 2007, the equipment control center of China's construction machinery industry was completed and put into operation in Sany. The control center integrates the above-mentioned system application and modern streaming media, video surveillance, GPS, GIS, 3G and other advanced technologies, and embodies the core concept of using high-tech dispatching company resources to create *5655 value for customers with high-quality services. Sany Enterprise Control Center is composed of intelligent equipment management system, service management system and operation control platform, which has changed the traditional mode of direct help from front-line engineers by customers in the industry, and creatively realized the service model of "integration of heaven, earth and man, one, two and three lines".
When the customer's phone is connected to the ECC control center, the system will automatically display the engine speed, construction conditions and other information of the customer's equipment, and the second-line technical users can make remote diagnosis according to this information, solve more than 60% of the technical problems for the customer, and win time for the customer; If the second-line technology user judges that it is necessary to go to the scene to diagnose the fault, the control center can locate the customer's equipment location through GPS satellites, and notify the service engineer who is close to the equipment to rush to the scene to deal with the fault.
In addition, customers can also inquire about the location, construction conditions, use and maintenance of equipment through the company's service website anywhere, so as to meet the requirements of customers for remote monitoring equipment. If a small number of difficult faults are encountered, second-line technical users can also seek technical support from the third-line technical support department or research institute, etc., and the best users will provide customers with protection.
Informatization has undoubtedly rapidly catalyzed the development of Sany services. When the industry interprets the Sany service, information technology has been an unavoidable problem, which is also a good note that information technology such as the Internet of Things in the construction machinery industry has been continuously applied and valued in recent years.
With the proposal of service commitment, the distribution of 6S center and the application of information technology, Sany has continuously promoted the development of the industry from the aspects of service standards, network layout and service means. As Mao Jianhua said, Sany is to improve the service level of the industry with continuous innovation in service means, so as to achieve the purpose of improving the service capacity of the whole country.