Design And Actualization Of Certification Plan For FAW-VW Audi Dealers' Service Advisors

Service advisor is a basic position in an Audi dealer,who is responsible for serving for customers in vehicle-repairing procedure,coordinating internal resources,supporting customer relationship maintenance,as well as market developing and other related work.The demands of Audi service advisors' abilities included 10 key competencies such as interpersonal communication,customer orientation,problem response,etc.and 15 key knowledge items such as automotive infrastructure,fault diagnosis and maintenance,automotive driving operation,Audi SCP,etc.The current certification plan for Audi service advisors has the following problems: Firstly,in terms of the content of certification,the current certification plan does not include the assessment of knowledge about Audi's new products,new technologies and new service strategies.Besides,the certification standards do not match the current requirements of service advisors in their necessary abilities and work,resulting in the lower reliability and validity of its evaluation;Secondly,in terms of the form of certification,parts of the certification designed in the current certification plan are quite different from the actual work scenario of service advisors,which reduces the validity of evaluation.The existence of these problems makes the content and standards of service advisor certification plan no longer adapt to the new work and ability requirements of Audi brand,that need to design a new service advisor certification plan with more comprehensive content,more practical form and more suitable for the latest requirements of Audi brand.Based on the requirement of Audi brand on the job responsibility and competency of service advisor,this passage shows the current situation of the ability level of service advisors of Audi dealers and collects typical scenes of service advisor's daily work through network investigation and on-site investigation on service advisors,as well as several relevant positions,and on the basis of the research conclusion,the competency dimension matrix and other certification tools are designed from the aspects of certification standards,certification contents and certification organizations by using the technology of assessment center in order to evaluate the ability level of service advisors of Audi.In addition,considering the current situation of knowledge level of service advisors and the requirements of the competency model for knowledge level,a knowledge test question tool is designed with abundant and accurate relevant materials in order to evaluate the knowledge level of service advisors of Audi.After the development of all the tools of the certification plan,the validity,usability and reliability of the certification tools are verified through the test questions presentation,observer/actor training and simulation certification.The certification data created in executing of service advisor certification during 2017-2018 are analyzed and collated,which provides rich application value for Audi sales department,Audi dealers and Audi service advisors.It is of great significance to guarantee the overall service level of Audi dealers' service team.