Copyright © 2017 XCMG Heavy Industry Science & Technology Co., Ltd.

All rights reserved

XCMG en Latin America

Servicio & Entrenamiento

Repuestos y Garantía
 XCMG en Latino America
01
XCMG Dearler en Latin America
400 Centros de servicio
FABRICA EN BRAZIL

LINEA DE ENSAMBLAJE

5
 PRODUCTOS
Maquinaria para Mobile Crane Construction Hoisting Earth Moving
Concreto
混凝土机械 移动式起重机 建筑起重机 土方设备
K38C
K36C QY30V532 TC5013-4C/5C ZE210E
K34C QY55V532 TC6012A-6A ZE260E
PC307 QY80V532 T6513-8E ZE360E
PC405/210 RT55 TC7013-10E ZD160
PC506/309 RT75 ZD220
HD6 QUY130 ZD320
HD8 QUY180
CIFA MOOVE
30/50/60
02 SERVICIO & ENTRENAMIENTO
2. SERVICIO Y ENTRENAMIENTO

SERVICE GUIDELINES ： Prompt, Professional, Standard

Prompt

 Response
 Arrival
     
 Solution  
   
 
  
       Professional
          
   
   Maintenance
   Training
Standard
 Procedure  Customer Service

 Genuine Parts
 Etiquettes
2.1.1 CANAL DE SERVICIO
Local Partner
We will training for Partner service team when
Local Service we deliver the new equipment, so that he can
solve simple problem.

Mexico Service Center

A professional service team are based in
Cifa LA as backup and could reach Cuba Mexico
in 8 hours if needed. Service center

China R&D China R&D center

center Developers can provide the solution in 24 hours

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2.1.2 Standard Service Actions
HQ 总部 Zoomlion Local 区域团队 Dealer 代理商 End User 最终用户

Ex-factory Pre-shipment Periodic  Requested Paid

RI PDI DI service
inspection inspection inspection service

出厂前检 运输前检查 新机验收 性能检测 交付 定期检查 被动服务 有偿服务

查
① +
RI Zoomlion Dealer Finish within 5 work days after arrival. RI report
接收检查 中联 代理商 设备清关后 5 天内完成 新机验收报告
Operator training
② + Submit report within 7 workdays after DI. DI report Record
DI Dealer End user
新机交付 代理商 最终用户 交付后 7 天提供交付报告 交付报告和培训报告
Periodic  + Inspection
③ Dealer End user Timely remind user to implement.
inspection Record
定期巡检 代理商 最终用户 定期巡检提醒客户保养 巡检报告

Requested Service
④
service
Dealer + End user Submit the TSI report and service record. TSI report Record
被动服务 代理商 最终用户 提供质量信息反馈报告和服务报告 质量信息反馈和服务报告
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2.1.3 Making Reports about Service Issues to Higher Level for Quicker Solution
服务升级响应机制

Zoomlion HQ 总部 Zoomlion Local 营销区域 Dealer 代理

服务经理
Category 1:
More than three
times unsolved failures 三次未解决

Category 2:
Zoomlion Service Downtime more than
Headquarter Manager Dealer
72H 超过 72 小时未解决
Category 3:
Critical product accidents
安全事故

Inaction
区域不作为
HQ Email总部邮箱: SOS-service@zoomlion.com
Subject: Country + Dealer + Equipment information + Problem 主题：国家 + 代理商名称 + 设备信息 + 故障现象

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 2.1.4 Service Standard Output 标准的服务管理输出
Ex-factory Pre-shipment Periodic  Requested
RI PDI DI inspection service Paid service
inspection inspection

出厂前检 运输前检查 新机验收 性能检测 交付 定期检查 被动服务 有偿服务

查

Service documentation for dealer: 提供代理商标准的服务文件 ：

Product Service Overseas Standard

Warranty Management Service Reports
Policy Guideline 标准的服务报告
产品质保政策 代理商服务管 RI / DI /
理指导书 Service Record/
TSI Reports
① ② ③

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2.2.1 Skills Training – Skill Evaluation Standard
Assessment target:
★ Be familiar with structure, operation, receiving inspection, delivery
and maintenance of the product.
Senior ★ Be familiar with measurement and adjustment of the standard
values, e.g. pressure\clearance\parameter, etc.
★ Be capable of replacing each assembly of the product
★ Be familiar with diagnosis and troubleshooting of common/typical
failures
Time requirement: At least three years’ working experience in the
Intermediate post

Junior

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2.2.2 Skills Training – Skill Evaluation Standard

Assessment target:
★ Instructing structure, assembly & dismantling, operation, receiving inspection,
delivery and maintenance of the product.
Senior
★ Instructing measurement and adjustment of the standard values, e.g. pressure\
clearance\parameter, etc.
★ Instructing diagnosis and troubleshooting of common/typical failures of the
complete vehicle.
★ Teaching and transferring the training accepted (knowledge of product).
Intermediate Time requirement:
At least two years after obtaining the qualification for junior service engineer

Junior

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2.2.3 Skills Training – Skill Evaluation Standard

Assessment target:
★ Dealing with major difficult failures \ accidents.
Senior
★ Instructing assembly & dismantling of product components and common fault
diagnosis.
★ Compiling typical fault cases and developing training courses.
Time requirement: At least two years after obtaining the qualification for
intermediate service engineer

Intermediate

Junior

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2.2.4 Skills Training – Training Modes 培训模式

Senior skills training

Headquarter in China
Expert lecturers
from XCMG
headquarter in
China
Intermediate skills
training

Overseas Training
Base
Engineers
from XCMG

Junior skills training Awards:

1. Engineers who pass relevant exams will
obtain certificates in corresponding levels.
Local 2. Outstanding intermediate engineers can go
to China for free study.

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2.2.5 Examples of On-site Training

Headquarter in China Brazil Training Base Local

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03 REPUESTOS Y GARANTIA
3.1 Spare parts supply channel

Customer

Partner Cuba Mexico parts cent

warehouse

ZOOMLION
China Overseas parts
network
 3.2 Dealers build up Sapre parts warehose 代理商库房建设

1 ， Encourage dealers to build up their spare parts warehose:

1) special discount for the dealers in their first spare parts purchase order.

2). Concede credit line and deferred payment.

3). Monthly dicount for planning order.

2, Zoomlion share the standard stock management system to help the dealer have better administration and management.

3, Make a high frecuency spare parts List to handle a security stock.

4, Apply the Spare parts orderning on-line Intelligent system “ZOOOMLINK“.

 3.3 Spare Parts Planning System

<1>Start stage <2>Growth stage <3>Stage of

maturation
Planning order
Planning order Planning order
Frequency ： 1 per Month
Frequency ： 2 per week
Partner Frequency ： 1 per week Time ： 1th of every month （ logistic central
Time ： Monday （ logistic central Time ： Monday （ logistic central
area ）
area ） area ）
5th of very month (non logistic central area)
Tuesday(non logistic central area) Tuesday(non logistic central area)

Planning order Planning order Planning order

Logistic Frequency ： 2 per week
Frequency ： 1 per week Frequency ： 1 per Month
central Time ： Tuesday Time ： Monday Time : 5th of every month

Put weekly order to the factory Put biweekly order to the factory Put monthly order to the factory to
H.Q
to manufacture to manufacture manufacture

Note: all planning order from the dealer can apply the SO price under a limit of certain numbers of orders; The provisional order applies EO price.
The Logistic Central has limit of numbers of orders, the provisional order only limits for under warranty’s order, not limits to numbers of orders.
Dealers who belongs to Logistic Central Area only can order to the L.C, however, the Non-LC area should order directly to the H.Q.

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3.3 备件计划体系
<1> 起步期 <2> 成长期 <3> 稳定期

计划订单 计划订单 计划订单

代理商 频率： 1 次 /1 周 频率： 1 次 /2 周 频率： 1 次 / 月
时间：周一（中心库区域） 时间：周一（中心库区域） 时间：每 1 日（中心库区域）
周二（非中心库区域） 周二（非中心库区域） 每 5 日（非中心库区
域）

计划订单 计划订单 计划订单

中心库 频率： 1 次 /1 周 频率： 1 次 /2 周 频率： 1 次 / 月
时间：周二 时间：周一 时间：每月 5 日

对事业部下达单周计划 对事业部下达双周计划 对事业部下达度计划性

总部
性备货 性备货 备货

注：代理商计划订单限制次数，享受 SO 价格；临时订单不限制次数，为 EO 价格；

中心库计划订单限制次数；临时订单仅限质保，不限制次数；
中心库区域代理商只能向中心库下达订单，非中心库区域代理商直接向总部下达订单。

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 3.4 Warranty Parts Local supply
N Apply for warranty ZL provide spare
availability
parts from ZL parts free of charge

N Y
Local
purchasing
Whether
Non-high-frequency in dealer’s stock
Parts Y

Warranty
Parts

Submit Warranty
Whether Replace the Claim together with
High-Frequency Y
in dealer’s defective parts the “TSI” in
Parts with new one ZOOMLINK
stock

N
Purchase the Reimburse in
parts from ZL monetary
at the EO price

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3.5 Warranty Parts Settlement 质保配件结算

δ ＞1
• Customs, port charges
Parts Settlement Price= SO Price × Coefficient δ • Inland transportation fees
• Costs of parts management
• Profit margins.
 Warranty parts expenses will be settled quarterly.

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Thank you.