Research On The Training Program Of FAW-VW Audi After-Sales Trainers

Changes in the luxury car market has given a new challenge to the automobile enterprises,the market is cooling and fierce competition begins.Both Audi and her partner dealer network,their ability for service is gradually getting more and more important,it matters to the brand shaping,profits and even survival of the dealer shop.The after-sales service capacity building highly depends on the training,so the importance of the after-sales trainer team construction is more and more prominent.To achieve the strategic goals of the Audi brand,after-sales training department has to improve dealers’ profitability through high quality training,ensure their financial health,and improve dealer staffs’ service knowledges and skills,in order to ensure customer service satisfaction,and also brand image created by the high degree of satisfaction at the same time,promote the secondary sales to keep the market share.These put forward new and higher requirements for the Audi after-sales trainers’ ability.The management rights and responsibilities of the training for after-sales trainers is not clear for now,the training plan is unreasonable,the training is not efficient enough,and many other problems.This paper is based on adult learning theory,competency theory,and research with literatures,interviews and questionnaires.Try to observe the training for FAW-VW Audi service trainers,and find the problems.After analyzing the existing problems,the author tries to design a new targeted and complete training program.The new training program includes a complete training processes,to support the strategic target of the enterprise,develop the organization capacity to ensure the work target,formulates the trainer competency model and identify the training requirements,planning new training courses guided by the training requirements.There will be several training courses in different series and different levels for different trainers,combined into a whole training course system,implement and manage organized,high quality training programs.Finally,evaluate training effect by scientific and comprehensive method,Kirkpatrick four levels evaluating.It can give feedback result to the creation of a complete closed loop processes.In addition,to ensure the smooth implementation of training system for trainers can achieve the desired effect,need to design some of targeted guarantee measures.Including company organizational,departmental organizational,and trainers classifying system,salary incentive and post promotion motivation.Above the guarantee measures combined with the newly designed training program for trainers and promote each other,the trainers are sufficient incentive to achieve the best result.This topic has solved some problems in the construction of FAW-VW Audi after-sales service trainer team,and laid a good foundation for the future development of the organization.At the same time improved the efficiency and performance of the existing work to support the enterprise for its overall business objectives.In addition,training and development area professions,their job responsibilities and tasks are very common,the conclusion of this study can be extended in a way to organizations that major in training and development of other industries or enterprises.For the enterprise universities and internal training centers,too.