Yuchai enhances services only to satisfy customers

On September 1, 2011, Yuchai raised fuel subsidies for outbound services, increased work hours of electric control service and heavy engineer repair, and enormously extended warranty mileages and periods of engineering trucks. This is Yuchai's second service enhancement policy after its policy for enhancing heavy engine services early this year. What on earth is the factor that has made an enterprise adjust its policies twice within six months? 　

"We adjusted service policies to satisfy our customers better and benefit our service outlets more," said Zhang Ting, vice general manager of Yuchai Sales Co., Ltd. and director of Yuchai Customer Service Center.

Enterprise confidence is the major impetus for service policy enhancement 　　

From frequent enhancement in service policies, we have seen Yuchai's confidence in its product quality and corporate plan. 　　

2011 is the opening year of the "twelfth five-year period" for Yuchai. In the face of the grand objective of "achieving annual sales revenues of RMB 100 billion", Yuchai has mapped out the principles of "securing the opening, grasping projects and cultivating advantages". As the company's superior project, the customer service link of its engine sector has been a focus of the company. With Yuchai's rapid development, under the guidance of the concept of "Green Development & Harmony Win-win", Yuchai's customer service policies have been well ahead in the industry. This March, Yuchai extended warrant periods of the buses and trucks equipped with its 6MK/6M/6L heavy engines, and enormously raised subsidies for outbound services, subsidies for loss of working time, subsidies for special operations and other subsidies. In September, while raising diverse subsidies for service outlets, Yuchai substantially extended warranty periods of major parts and wearing parts of engineering trucks. The motivating objective and tremendous enterprise strength have facilitated Yuchai to flexibly adjust its service policies. 　

At the same time, Yuchai has spared no efforts to enhance product quality for many years. In 2011, Yuchai set the objective of "increasing product quality by 50%", comprehensively introduced Six Sigma lean management, enhanced the quality of site assembly, and took diverse measures to effectively monitor parts quality. Besides sending technical personnel for technical support to parts suppliers, Yuchai achieved substantial effects in multipartite examination of suppliers' capability of quality control and product reliability qualifications, improved its parts inspection system, gave quality reflection education to all staff, and established a product tracking platform to increase its product quality steadily. However, extending warranty mileages and periods of engineering trucks is a comprehensive review of Yuchai's product quality. As known to all, most engineering trucks are used in severe mining areas with high slopes, steep roads and swirling dust. In view of that, Yuchai extended warranty mileages and periods of engineering trucks, showing Yuchai's growing confidence in its quality control and product quality. 　

With the increase in Yuchai's product quality year by year and the further improvement in its service management informatization, warranty periods of Yuchai's machinery will be extended to cover the life cycle of products.

Service policy enhancement--service outlets' interests are closely related to us 　　

For a long time, Yuchai has enjoyed a great industry reputation with the service concept of "sparing no efforts to serve customers honestly". Its more than 2,600 service outlets have reassured customers with "considerate and fast" services. 　

As the most direct and active unit that spreads Yuchai's culture, service outlets have become Yuchai's windows for external publicity with the huge number and voluntary and sincere services, and are vital for Yuchai to honor its commitments to customers and develop its service cause. In particular, an array of core service outlets have been in existence for dozens of years, whether in internal culture or in interests, the outlets have integrated with Yuchai as a whole. Over the several decades, they have made painstaking efforts to maintain and build Yuchai brand, and made contributions far above interests. Yuchai's culture has reached out to an inaccessible realm, and its depth and width has been immeasurable. Today when the market economy prevails, they have become a miracle in the transmission and influence of Yuchai's culture. 　

Yuchai has never ceased its support for cultural development of and technical training to service outlets. The standing council of YC service body is a communication platform between Yuchai and its service outlets. This July, the enlarged meeting of the standing council of YC service body, attended by representatives of service outlets around the country, has been the third meeting of Yuchai service body convened by Yuchai this year. At the meeting, representatives offered opinions and suggestions on Yuchai's service program. Subsequently, Yuchai deployed matters concerning training and technical support to service personnel, comprehensively optimized and upgraded Yuchai's service system, and discussed work hour quota and adjustment in service policies, to maximize the benefits of service outlets, make the service outlets that have followed Yuchai for years feel superior, and accomplish the win-win of Yuchai's service system. 　

In service outlets' constant recognition of Yuchai, they have cemented relations constantly and achieved win-win in harmony.

Service policy enhancement-customer satisfaction is the ultimate goal 　　

As customers are Yuchai's "livelihood patrons", Yuchai always bases service policies on customers' interests. Most engineering vehicles are used for engineering construction and mining, which determines that they will drive on uneven roads and even steep slopes, and need to turn or start up frequently in special road conditions, making related major engine parts--starter, generator and steering pump prone to failure, Massive statistical data from market surveys have shown that most failure occurs within two to three months after the expiration of warranty periods. Therefore, Yuchai revised service policies in August, doubling warranty periods of starters, generators, steering pumps and other major parts on engines of engineering vehicles to effectively cover the failure-prone period, and enormously extending warranty periods of major parts and wearing parts like crankshaft to effectively reduce customers' maintenance cost, increase the use value of products and benefit customers tangibly. 　

Yuchai has been concerned about customers all the time. In this year's heavy engine service month, Yuchai offered each customer a free maintenance, sent delegations headed by corporate leaders to large customers, construction sites, mines and logistics fleets, and delivered gifts to customers. Also, Yuchai held customer seminars for face-to-face communication with customers, and established a tracking platform to fulfill customers' suggestions, opinions or requirements. Yuchai attaches great importance to any appeal from customers. Customers' worries are Yuchai's responsibilities. Yuchai has never ceased to serve customers by all means. 　　

Service policy enhancement has further perfected Yuchai's service system, aroused the enthusiasm of service outlets and benefited customers tangibly, and has sharpened Yuchai's service competitiveness, to keep its customer service system well ahead in the market. 　　

No matter how China's economy will transform and how the auto industry will fluctuate, only customer satisfaction and partner win-win is the recipe for enterprises' long prosperity. 　　

(Wang Huilong)