Study On Training System For Technician Of Customer Service Department In FAW-Volkswagen Automotive Company

Changchun FAW-Volkswagen Automotive Company was established in1991,and is a large automobile joint venture operated by China FAW Group, GermanyVolkswagen Automotive Company, Audi Automobile Stock Corporation and ChinaVolkswagen Automobile Company, with60%,10%,10%and10%shareholdingproportion respectively. The customer service department studied in this paper is acore department of Audi Sales Division in FAW-Volkswagen Automotive Company.As the company grows faster, the business of Audi Sales Division continues toexpand, and the staff of customer service department is being improved and enlarged.At the very beginning, this department has only one team with ten colleagues. Butnow, it turns out to be a large department with four teams,57employees. The jobs ofthe department have also changed a lot. Earlier the main jobs are only repair, warranty,technical support and field monitoring. Now the staff is responsible for a largeamount of customer service business, such as the warranty audit and management,Sanbao policy, recall action, technical support for repair methods, field monitoring,reporting of quality problems, dealership management, certification of dealers andtechnical trainings, etc.Since establishment the Audi Sales Division and the customer servicedepartment developed rapidly. As the competition of local automobile market isgrowing, the car park and car models are increasing, the customer service is beingrefined, and the standard of customer service satisfaction is growing, it is necessary toenlarge the customer service staff and strengthen its technical capacity. The supportmethods in the past like supporting in person, collective consultation and supporting one to one can not meet the growing market; and the training models in the past likepassive lectures, full uniform and serve directly after listening can not keep up withthe current pace of technology development, either. Thus, it is very important toestablish a set of clear, directional and guiding training system.Based on the analysis of training organization, assessment methods andcapability division in the past, summed up the drawbacks and defects, and based onthe extensive technical training management model, which allows a randomenrollment, an assessment only for trainee day and is without evaluation for trainingeffect and personnel quality, a stepwise capability building model for technician wasdesigned in this paper. First, staff responsibilities and technical capacity are defined.Thereby, a staff capacity model is established. The positions and working years ofcolleagues will be also considered in this model. Second, the capability of eachcolleague will be evaluated through self-and department evaluation. Differenttrainings will be held for different levels. Third, a training system will be establishedespecially for this department. Trainings will be organized according to this systemand the system is to be continually evaluated and optimized. Finally, trainingatmosphere will be created and the organization process for trainings will beoptimized, so that trainings can be carried out more efficiently and smoothly.Meanwhile, through development of new training programs, complete equipment andfinancial guarantee, the trainings can be organized continually and sustainably, so thata unity of responsibility-training–capability–level-performance is achieved.