| |
|
|
|
Setup and
Training |
 |
.Exact test criteria and unambiguous questionnaire
.Briefing procedure;Natural behaviour of the testers
.Guideline for a standardized procedure |
| |
Fieldwork:
Acquisition
of vehicle
and costumer |
 |
.For each test a new test customer is acquired
.Testers are chosen individually
.The testers are briefed personally
.Vehicles are prepared according to specifications |
| |
Fieldlwork:
Carrying out
the test |
 |
.Vehicle owner behaves as a normal customer
.The test customer fills out the service marketing questionnaire
.The repair quality is evaluated by a qualified technician |
| |
Fieldwork:
De-Briefing
and feed-back |
 |
.DEKRA expert interviews the test customer
.Comprehensive documentation
.The DEKRA expert explains the results to the manager and his staff |
Analysis
and Reportint |
 |
.Continuous aggregated reporting of results
.Internet based reporting system
.Optional:Statistical anaylysis (correlation,top/worst
performer,significance..)Recommendation of best practice and
improvement |
dekra.com
地址:
上海浦东东方路 800 号宝安大厦 1505 室 邮编： 200122 电话： +86 21 5820-3660/3665/3180/3580 传真： +86 21 5820-3690