/NUMPAGES841附件3Monthlywarrantystatistics保內(nèi)維修月統(tǒng)計(jì)表ServicePartner服務(wù)伙伴名稱及公章:FORMTEXT制表人:FORMTEXT統(tǒng)計(jì)年月：FORMTEXT年FORMTEXT月ABBauthorizedservicepartnersaretherepresentativeofABBservicevisualization.Forregulatingservicebehavior,uniformservicevisualization,improvingcustomers’satisfaction,controllingservicecostreasonablyandpromptingthereputationofABBServicePartnerinthesociety,we,ABB,willmanageandappraisetheauthorizedservicepartnersaccordingasthisserviceregulation.Sincethepurposeistoimprovewholeservicesystem’squality,ABBwillgivesomeawardsandpunishmentsaccordingtodifferentpartner’sperformance.Serviceappraiseitemsandappraisestandard(fullscoreis100):Basicitem:SerialnumberAward&punishmentitemsScoreP1AccomplishservicejobontimeandmeetABBregulations20P2Re-repairstatistics20P3Veracityofsparepartsreplacement20P4Customersatisfactionsurvey20P5Servicedevelopment20P1:servicepartnersmustobeytheABB’Sserviceregulationstrictlyduringservicingonsiteanddeliverthebrokenspareparts,repairservicereportsandtherequiredformstoABBforcheckingbasedontheprescribedtimeandcontent.Wewillgiveanappreciationaccordingtothejobcode.Unqualifiedwilllose1score.P2:serviceengineers’technicalskillwillinfluencecustomers’confidencetoABB’Sproduct.Sothere-repairforthesamemoduleofthesamefaultwithin6monthsafterlatestservicewilllose3score.Becauseofsomeobjectfactors,wewillstartappraisefromthe4threpairinoneyear.P3:theincorrectchangingofsparepartswillnotonlyinfluencecustomers’confidencetoABB’Sproduct,butwillcauseahugewastethusboostthecostofservice.Wewillappraisethisitembasedonthejobcode.Unqualifiedwilllose2score.Example:theunconformitybetweentheclaimedandreturnedparts,orthereissomegoodonesamongthereturnedfaultyparts.P4:customer’ssatisfactionisthevalueofourserviceandwillinfluenceABBbrandvisualization.Wewillinvestigatecustomer’ssatisfactionlevelforeveryservicejobthroughthephoneback.Thequestionnaireincluderesponsespeed,servicequality,serviceattitude,engineer’stechnicalskillandservicevisualizationetc.Unqualifiedwilllose1score.P5:Wewillappraisetheservicepartnersbasedontheserviceregulationaccordingtoservicerange(serviceproductrange,authorizedservicearea)everyquarters.Iftheservicepartnerdon’thaveservicejobinonequarter,wewilldeduct5score.Addinganddeductionitem:Seriouscustomercomplainthandling(No.J1):eachseriouscomplaint(includingpublishinnewspaperandlawsuitthatcauseABBdevoteamountofpowertodealwith)willlose5score.Accumulationinturn.CooperationandsupporttoABB(No.J2):Repairservicedispatching:Becauseofself-reasonandrefusetoaccomplishtheserviceappointedbyABB,theservicepartnerwilllose2score.Customercomplainthandling:TocooperatewithABBtohandlethecustomer’scomplaintactively,wewilladd2scoreeachtime.Methodofawardandpunishment:ABBserviceappraisalformulaisP1+P2+P3+P4+P5+J1+J2.Basicscoreis100score.ABBwillsentserviceappraisalreporttoeveryservicepartnereverymonth(seeappendix),andinformappraisalscore.Whenscoreislessthan70orsomeitem(basicitem)islessthan5,ABBwillcanceltheauthorizationwithintheagreementperiod.Everyendofyear,ABBwillaward3000RMBoftourismcosttotheservicepartnerwhosescoreisabove90.ABB授權(quán)的服務(wù)伙伴是ABB服務(wù)形象的代表，為了規(guī)范服務(wù)行為，統(tǒng)一服務(wù)形象，實(shí)現(xiàn)在合理控制服務(wù)成本的前提下，提高用戶滿意的目標(biāo)，從而更好的建立ABB授權(quán)服務(wù)中心的信譽(yù)。ABB將依據(jù)本服務(wù)規(guī)范，對(duì)服務(wù)伙伴進(jìn)行管理和評(píng)價(jià)，繼而實(shí)現(xiàn)獎(jiǎng)優(yōu)罰劣，提高整體服務(wù)系統(tǒng)素質(zhì)和能力的目的。服務(wù)評(píng)價(jià)項(xiàng)目和評(píng)分標(biāo)準(zhǔn)(滿分100分)：基礎(chǔ)項(xiàng)目：編號(hào)獎(jiǎng)懲項(xiàng)目分值標(biāo)準(zhǔn)P1按時(shí)、按要求完成服務(wù)20P2返修次數(shù)統(tǒng)計(jì)20P3更換備件記錄不準(zhǔn)確率20P4用戶滿意度（電話回訪）20P5業(yè)務(wù)開展情況20P1:服務(wù)伙伴需要嚴(yán)格按照ABB服務(wù)規(guī)范為用戶提供服務(wù)，并按照規(guī)定時(shí)間、規(guī)定內(nèi)容將毀損備件、維修單、報(bào)表等按要求發(fā)回ABB進(jìn)行核銷。ABB根據(jù)服務(wù)工號(hào)進(jìn)行評(píng)價(jià)，不合格的扣1分。P2:服務(wù)伙伴工程師的技術(shù)水平將直接影響服務(wù)質(zhì)量和用戶滿意度，對(duì)于同一臺(tái)機(jī)器的相同故障在6個(gè)月內(nèi)的返修將被扣除3分?？紤]到一些客觀因素，ABB將從1年內(nèi)的累計(jì)第4次返修開始評(píng)價(jià)。P3:更換備件的不準(zhǔn)確性不但會(huì)影響用戶對(duì)ABB產(chǎn)品的信任度，而且會(huì)造成極大的浪費(fèi)，提高了服務(wù)成本。ABB將根據(jù)服務(wù)工號(hào)對(duì)此項(xiàng)目進(jìn)行評(píng)價(jià)，不合格的扣2分，例如：發(fā)現(xiàn)申報(bào)的備件與實(shí)際返還的數(shù)量不符或返還的“故障備件”中有好備件等情況。P4:用戶滿意度是對(duì)我們服務(wù)的客觀評(píng)價(jià)，并會(huì)直接影響ABB的品牌形象。ABB將根據(jù)服務(wù)工號(hào)對(duì)每一單服務(wù)用電話回訪的方式進(jìn)行用戶滿意度調(diào)查。調(diào)查的內(nèi)容是請(qǐng)用戶就反應(yīng)速度、服務(wù)質(zhì)量、服務(wù)態(tài)度、工程師的技術(shù)能力及服務(wù)形象等方面問(wèn)題進(jìn)行打分評(píng)價(jià)，對(duì)于不合格的扣1分。P5:ABB將根據(jù)授權(quán)服務(wù)協(xié)議書中規(guī)定的服務(wù)范圍（包括服務(wù)產(chǎn)品、服務(wù)區(qū)域）并綜合考慮服務(wù)伙伴的服務(wù)能力，本著就近服務(wù)的原則向服務(wù)伙伴分派維修服務(wù)業(yè)務(wù)，每1個(gè)季度評(píng)價(jià)1次，即如果在3個(gè)月內(nèi)，服務(wù)伙伴的維修業(yè)務(wù)少于1次（含1次）則扣5分。加（減）分項(xiàng)目：嚴(yán)重投訴（編號(hào)J1）：每發(fā)生1件嚴(yán)重投訴（登報(bào)、發(fā)生訴訟、索賠等，導(dǎo)致ABB投入大量人力、物力和時(shí)間進(jìn)行對(duì)應(yīng)的事件），扣除5分，依次累加。日常工作支持與配合情況（編號(hào)J2）：維修服務(wù)分派的對(duì)應(yīng)：由于服務(wù)伙伴自身原因，拒絕ABB指派的服務(wù)，1次扣2分。用戶投訴的對(duì)應(yīng)狀況：積極配合ABB解決用戶糾紛，1次加2分。獎(jiǎng)懲辦法：ABB服務(wù)評(píng)價(jià)的計(jì)算公式為P1+P2+P3+P4+P5+J1+J2，基礎(chǔ)分值為100分。ABB每月向服務(wù)伙伴發(fā)出服務(wù)評(píng)價(jià)通知單（見附表），通報(bào)當(dāng)前的評(píng)價(jià)分?jǐn)?shù)。當(dāng)總評(píng)分小于等于70分或單項(xiàng)（基礎(chǔ)項(xiàng)目）得分小于等于5分時(shí)，ABB將有權(quán)終止服務(wù)的授權(quán)。當(dāng)每個(gè)授權(quán)年度結(jié)束時(shí)，ABB將對(duì)總評(píng)分大于等于90分的服務(wù)伙伴給予價(jià)值人民幣3000元的旅游獎(jiǎng)勵(lì)。Appendix附表ServiceAppraisingForm服務(wù)評(píng)價(jià)通知單Servicepartner服務(wù)伙伴名稱：FORMTEXTCode編號(hào)Items項(xiàng)目Standardscore分值標(biāo)準(zhǔn)Currentscore目前分值P1AccomplishservicejobfollowABBregulationsontime按時(shí)、按要求完成服務(wù)20FORMTEXTP2Re-repairstatistics返修次數(shù)統(tǒng)計(jì)20FORMTEXTP3Veracityofsparepartsreplacement更換備件記錄不準(zhǔn)確率20FORMTEXTP4Customersatisfactionsurvey用戶滿意度（電話回訪）20FORMTEXTP5Servicedevelopment業(yè)務(wù)開展情況20FORMTEXTJ1Seriouscustomercomplainthandling嚴(yán)重投訴--FORMTEXTJ2CooperationandsupporttoABB日常工作支持與配合--FORMTEXTFinalscore總評(píng)分FORMTEXTDescriptionfordeductionandaddingscore加減分原因說(shuō)明Code編號(hào)Jobcode對(duì)應(yīng)工號(hào)Reason詳述原因Score加減分?jǐn)?shù)FORMTEXTFORMTEXTFO