研究項(xiàng)目介紹consultant bosch car service

1、1RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.Bosch Car Service Introduce 博世汽車專業(yè)維修項(xiàng)目介紹20.12.2008 謝國(guó)峰 RBCT /PJ-BC

2、SAutomotive Aftermarket2RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.Bosch Car Service成立于1886年由羅伯特.博世基金會(huì)所有員工數(shù)量：2

3、71,000，其中在德國(guó)以外的占59 %銷售額：463億歐元，其中75 %在德國(guó)之外平均每個(gè)工作日誕生10項(xiàng)專利-研發(fā)金額高達(dá)30億歐元在全球140多個(gè)國(guó)家擁有公司或代表處關(guān)于博世/ About Bosch2007年，博世位列世界500強(qiáng)第109位！Automotive Aftermarket3RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, dist

4、ribution, as well as in the event of applications for industrial property rights.Bosch Car Service2007年銷售分類284117十億以上營(yíng)業(yè)額通過(guò)扇形展示 / 銷售的百分比 汽車技術(shù)生活消費(fèi)品和建筑技術(shù)工業(yè)技術(shù)合計(jì): 463 億 歐元1)1) 包括其他銷售60Automotive Aftermarket4RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding a

5、ny disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.Bosch Car Service博世是全球第一大汽車技術(shù)提供商（原廠和售后）Automotive Aftermarket5RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any di

6、sposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.Bosch Car Service1) Blaupunkt GmbH (100% Bosch-owned)2) ZF Lenksysteme GmbH (50% Bosch-owned)3) Development services in the field of electronic vehicle systems汽油系統(tǒng)柴油系統(tǒng)車身剎

7、車系統(tǒng)車身控制系統(tǒng)汽車電子轉(zhuǎn)向系統(tǒng)2）汽車售后市場(chǎng)博世工程3）起動(dòng)機(jī)和發(fā)電機(jī)系統(tǒng)電子馬達(dá)汽車多媒體1）博世汽車業(yè)務(wù)事業(yè)部Automotive Aftermarket6RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial

8、property rights.Bosch Car Service北京上海廣州RBCT 北京辦事處 - 汽車配件銷售汽車檢測(cè)設(shè)備銷售 汽車多媒體設(shè)備銷售 博世服務(wù)網(wǎng)絡(luò) RBCT 廣州辦事處-汽車配件銷售-博世服務(wù)網(wǎng)絡(luò) 成立時(shí)間: 1998年4月地點(diǎn): 上海浦東股東: 博世全資擁有注冊(cè)資本: 280 萬(wàn)歐元員工數(shù): 151 截至2008年6月 RBCT總部 - 總部 - 所有職能RBCT辦公室分布其他 - 成都 (1 汽油產(chǎn)品銷售, 1 汽車多媒體) 武漢 (1 汽油產(chǎn)品銷售) XiAn (1汽油產(chǎn)品銷售) Yangzhou (1 技術(shù)服務(wù))Automotive Aftermarket7RBCT

9、/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.分撥中心品牌推廣和保護(hù)技術(shù)培訓(xùn)檢測(cè)設(shè)備供應(yīng)保修服務(wù)維修站網(wǎng)絡(luò)配件分銷博世貿(mào)易(上海)有限公司汽車售后服務(wù)培訓(xùn)中心經(jīng)銷商網(wǎng)絡(luò)門到門物流服務(wù)市場(chǎng)推

10、廣支持本地供應(yīng)商Bosch Car ServiceAutomotive Aftermarket8RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.Bosch Car Service全球

11、博世維修站分布 (2007)北美自由貿(mào)易區(qū)1.572 BS 930 BCS南美1.884 BS 1.249 BCS非洲與中東374 BS 264 BCS歐洲7.390 BS 6.683 BCS全球14.109 BS 10.665 BCS亞太2.889 BS 1.539 BCSBS=Bosch Service（博世維修）; BCS=Bosch Car Service（博世汽車維修）Automotive Aftermarket9RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also

12、 regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.Bosch Car Service香港 上海 北京汽車售后市場(chǎng)= 博世維修站在華博世維修站*博世柴油維修 183博世汽油維修 629總計(jì): 812* 截至2008年10月1日Automotive Aftermarket10RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Rober

13、t Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.Bosch Car ServiceBosch Service Network development 維修站發(fā)展Automotive Aftermarket11RBCT/PJ-BCS Xie Guofeng | 8/5

14、/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.Bosch Car Servicebytes & Parts : Complete solution out of one hand!診斷和配件：源于同一供應(yīng)商Diagnosis Repair

15、DiagnosticsSpare PartsAutomotive Aftermarket12RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.Bosch Car ServiceDiag

16、nostics 診斷Diagnosis Repair the partner for the future of the workshop the partner for the future of the wholesaler 診斷設(shè)備技術(shù)熱線電子服務(wù)信息服務(wù)培訓(xùn)同時(shí)提供診斷/配件的系統(tǒng)解決方案！ Automotive Aftermarket13RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation,

17、reproduction, editing, distribution, as well as in the event of applications for industrial property rights.提高對(duì)BCS的檢測(cè)能力服務(wù)汽車檢測(cè)設(shè)備的領(lǐng)先供應(yīng)商 專注于獨(dú)立售后市場(chǎng)的維修廠和博世維修站在各技術(shù)領(lǐng)域內(nèi)具有創(chuàng)新性和豐富的經(jīng)驗(yàn)深入了解發(fā)動(dòng)機(jī)相關(guān)設(shè)備知名品牌和良好的聲譽(yù) 專注于原廠售后渠道和輪胎修理店在北京組裝輪胎相關(guān)設(shè)備強(qiáng)大的服務(wù)團(tuán)隊(duì)中國(guó)汽車檢測(cè)設(shè)備領(lǐng)域的第2名在中國(guó)強(qiáng)大的銷售網(wǎng)絡(luò)國(guó)內(nèi)研發(fā)和生產(chǎn)網(wǎng)絡(luò)同時(shí)擁有面向中端市場(chǎng)的產(chǎn)品線-專業(yè)的檢測(cè)工具、測(cè)試系統(tǒng)和儀器Bosch Car S

18、erviceAutomotive Aftermarket14RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.Bosch Car ServiceAutomotive Aftermark

19、et15RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.電子服務(wù)信息系統(tǒng) ESItronic21DVD 2 :維護(hù)與維修 A 汽車裝備 B 標(biāo)準(zhǔn)工時(shí) D 柴油備件 E 電子產(chǎn)品備件

20、F 汽車備件總括 ZD 杰克塞爾柴油備件 DVD 1:診斷與技術(shù) C 車輛診斷 K 部件維修 M 機(jī)械相關(guān)數(shù)據(jù) P 電路圖 W 柴油測(cè)試數(shù)據(jù) ZW 杰克塞爾柴油測(cè)試數(shù)據(jù) FAS(博世零部件） SIS(車輛維修指導(dǎo)等） KTS(車輛診斷）Bosch Car Service16RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, a

21、s well as in the event of applications for industrial property rights.技術(shù)問(wèn)題從顧客那里學(xué)習(xí)配件問(wèn)題管理問(wèn)題合作溝通 博世汽車 專業(yè)維修 網(wǎng)頁(yè) 服務(wù)電話400 650 1638技術(shù)論壇人員招聘經(jīng)驗(yàn)交流BCS合作服務(wù)工具的建設(shè)Automotive Aftermarket17RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, repr

22、oduction, editing, distribution, as well as in the event of applications for industrial property rights.Bosch Car ServiceService Training Base ExpansionUlan BatorTBDUrumuqi06-2006Taiyuan12-2005Wuhan02-2006Chengdu10-2006Kunming02-2006TaipeiTBDTBD10-2006培訓(xùn)中心Service Training Center培訓(xùn)基地Service Training

23、Base廣州培訓(xùn)中心Guangzhou STC responsible areas for STBs北京培訓(xùn)中心Beijing STC responsible areas for STBs上海培訓(xùn)中心Shanghai STC responsible for GZ, BJ, YZ STC and Urumqi, Ulan Bator, Taipei STBShanghaiGuangzhouYang ZhouBeijingJinan12-2005Automotive Aftermarket18RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch Gmb

24、H 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.Bosch Car ServiceAutomotive Aftermarket19RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserve

25、d, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.Bosch Car ServiceAutomotive Aftermarket123456789102007 PV population regional distribution乘用車保有量區(qū)域分布1220RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Rober

26、t Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.Bosch Car ServiceAutomotive Aftermarket乘用車分省份增長(zhǎng)率比較圖21RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2

27、008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.Bosch Car Service中國(guó)維修企業(yè)類別和銷售情況 (2007)Automotive AftermarketSource: Timer-Auto Consulting II 51300 6.5 127,525OES workshops

28、(20%)IAM workshops/fast fit (80%) II 51300 40% 1.36 20%4S店 (20%)獨(dú)立維修/快修連鎖 (80%) I 9800 40% 7.35 4%4S店 (50%) 獨(dú)立維修企業(yè) (50%) III 191900 20% 0.2 76%品牌連鎖 （潤(rùn)滑油/輪胎/美容); 快修連鎖; 汽配連鎖 分類 維修企業(yè)數(shù)量 銷售額 銷售額/家 主要類型 數(shù)量 % (百萬(wàn)元) %總維修企業(yè)數(shù)量 253,000家 I 保險(xiǎn)業(yè)務(wù)(鈑金+噴漆):40% 維修和保養(yǎng)業(yè)務(wù): 60% 30% 人工和70%配件 25萬(wàn) II 保險(xiǎn)業(yè)務(wù)(鈑金+噴漆):30% 維修和保養(yǎng)業(yè)務(wù)

29、: 60% 30% 人工和70%配件 8萬(wàn) III 保險(xiǎn)業(yè)務(wù)(鈑金+噴漆):20% 維修和保養(yǎng)業(yè)務(wù): 60% 30% 人工和70%配件 5萬(wàn)22RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property ri

30、ghts.汽車維修市場(chǎng)幾種存在形式雜家 項(xiàng)目專家綜合專家70%10%車型專家廣而 淺寬泛，淺窄而深窄而深10%10%Automotive Aftermarket23RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial p

31、roperty rights.Bosch Car Service4S店汽車售后質(zhì)保期、客戶留住率與車輛的維護(hù)成本客戶留住率60%（質(zhì)保期內(nèi)）0 1 2 3 4 5 6 7 年留住率%客戶留住率30%（質(zhì)保期外）.車輛的維護(hù)成本J.D.Power 汽車調(diào)查分析數(shù)據(jù)(2007)Automotive Aftermarket24品 牌RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproductio

32、n, editing, distribution, as well as in the event of applications for industrial property rights.廣告專家約翰菲利普瓊斯的品牌定義版為：品牌是指能為顧客提供其認(rèn)為值得購(gòu)買的功能利益及附加價(jià)值的產(chǎn)品，并使之與競(jìng)爭(zhēng)對(duì)手的產(chǎn)品和服務(wù)區(qū)別開來(lái)。 Bosch Car Service為什么可口可樂(lè)四個(gè)字價(jià)值704億美元？為什么全球超過(guò)15000家維修站選擇加入到博世專業(yè)維修體系中?為什么有部分車主選擇4S店維修？ 25RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bos

33、ch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.服務(wù)質(zhì)量和深度價(jià)格主機(jī)廠(4S店)綜合維修BCS在市場(chǎng)的位置卓越服務(wù)是達(dá)到該位置的條件BCS 的市場(chǎng)定位 快修Automotive Aftermarket26RBCT/PJ-BCS Xie Guofeng | 8/5/2008

34、| Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.能力定位行動(dòng)目標(biāo)帶給加盟商的利益樹立品牌BCS 的市場(chǎng)定位- 專業(yè)的 國(guó)際的 可信賴的 負(fù)責(zé)任的- 不斷創(chuàng)新的全球獨(dú)立維修網(wǎng)路的領(lǐng)導(dǎo)者。我專業(yè)，你信賴 專業(yè)的服務(wù) 可靠的質(zhì)量 服務(wù)全車型 統(tǒng)一形象- 門頭

35、立柱- 文件- 工裝- 推廣方法: 媒體宣傳, 服務(wù)周活動(dòng), 互聯(lián)網(wǎng)Automotive Aftermarket27RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.提升博世汽車專業(yè)維

36、修站的管理水平和市場(chǎng)開拓能力。推動(dòng)博世汽車專業(yè)維修管理手冊(cè)的實(shí)施，實(shí)現(xiàn)以下目標(biāo) ： 明確 “配件+診斷”的核心理念 貫徹維修站管理的核心模式 達(dá)到專業(yè)化的服務(wù)標(biāo)準(zhǔn) 推廣博世市場(chǎng)營(yíng)銷理念傳遞服務(wù)理念A(yù)utomotive Aftermarket28RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in th

37、e event of applications for industrial property rights.博世卓越服務(wù) 核心內(nèi)容市場(chǎng)管理最佳經(jīng)驗(yàn)- 你知道你的客戶在那里. 你知道你的競(jìng)爭(zhēng)對(duì)手是誰(shuí)。標(biāo)準(zhǔn)流程最佳經(jīng)驗(yàn) 正確描述客戶的需求，并得到客戶的確認(rèn)。.質(zhì)量管理最佳經(jīng)驗(yàn) 每月一次會(huì)議，來(lái)討論質(zhì)量和流程的持續(xù)化提高。客戶導(dǎo)向最佳經(jīng)驗(yàn) 設(shè)立良好讓人愉悅的客戶休息區(qū)， 配備點(diǎn)心 和及時(shí)更新的報(bào)紙/雜志(至少一份女士看雜志)銷售管理最佳經(jīng)驗(yàn) 按計(jì)劃推廣產(chǎn)品和銷售，并用系統(tǒng)自動(dòng)考核計(jì)劃的進(jìn)展。人力管理最佳經(jīng)驗(yàn) 你讓你的員工參與公司的決策，并一起設(shè)計(jì)公司的未來(lái)。博世卓越服務(wù)29RBCT/PJ-BCS

38、Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.標(biāo)準(zhǔn)化建設(shè)內(nèi)容 嚴(yán)格推動(dòng)企業(yè)形象的統(tǒng)一 維修作業(yè)內(nèi)容部分標(biāo)準(zhǔn)化 維修作業(yè)流程標(biāo)準(zhǔn)化 部分博世產(chǎn)品使用標(biāo)準(zhǔn)化 維修作業(yè)工藝標(biāo)準(zhǔn)化 維修收費(fèi)標(biāo)準(zhǔn)逐步標(biāo)準(zhǔn)化推動(dòng)標(biāo)準(zhǔn)

39、化建設(shè)Automotive Aftermarket30RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.SQA 全球博世服務(wù)網(wǎng)絡(luò)質(zhì)量評(píng)估SQA/SQT項(xiàng)目介紹Automotive Af

40、termarketSQA全球博世服務(wù)網(wǎng)絡(luò)質(zhì)量評(píng)估SQT全球博世服務(wù)網(wǎng)絡(luò)神秘測(cè)試31RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.加強(qiáng)區(qū)域合作加強(qiáng)博世公司與博世汽車專業(yè)維修站溝通 博

41、世定期組織區(qū)域會(huì)議博世公司與維修站定期溝通和聯(lián)系,指導(dǎo)和咨詢鼓勵(lì)BCS之間經(jīng)常交流和溝通。加強(qiáng)博世汽車專業(yè)維修站之間合作 建立合作委員會(huì) 建立區(qū)域范圍內(nèi)的技術(shù)交流平臺(tái) 開展博世站的經(jīng)驗(yàn)交流活動(dòng)建立業(yè)務(wù)合作平臺(tái)。Automotive Aftermarket32RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well a

42、s in the event of applications for industrial property rights. 博世專業(yè)維修網(wǎng)絡(luò)的區(qū)域性合作方法和措施： 建立區(qū)域性的合作組織 某一地區(qū)或某一城市選擇某一個(gè)合作伙伴進(jìn) 行覆蓋發(fā)展。區(qū)域合作組織以中心站為核心的區(qū)域覆蓋加強(qiáng)區(qū)域內(nèi)合作，發(fā)揮品牌的優(yōu)勢(shì)。加強(qiáng)區(qū)域合作Automotive Aftermarket33RBCT/PJ-BCS Xie Guofeng | 8/5/2008 | Robert Bosch GmbH 2008. All rights reserved, also regarding any disposal, exploitation, reproduction, editing, distribution, as well as in the event of applications for industrial property rights.合作內(nèi)容促進(jìn)維修站之間人員的交流和代培 技術(shù)共享,人才的相互支援救援業(yè)務(wù),保險(xiǎn)業(yè)務(wù) 外部人才招募，培訓(xùn)和輸送 統(tǒng)一的市場(chǎng)活動(dòng)。加強(qiáng)區(qū)