Ⅰ General Information
1.Domestic urban rail transit industry has taken the lead in establishing standardized services sites and set up the multilevel and multi-professional after-sales service team which consists of management, technical, operating and supply-side personnel. It has realized "modularization of hardware configuration, standardization of on-site operation, normalization of daily management".
2.Handle sudden failure of service and maintenance, provide remote technical support and guide the resolution of user application problems in the 24-hour remote emergency command center of the Company.
3.After-sales service management system was established, management function, content, requirement and process were defined and standardization and modularization management was applied.
4.Resource allocation and management system about after-sales service personnel (including the Supplier), material, equipment and tools is established.
5.Emergency Response Plan for Major Product Service Malfunction and Rail Transportation Accidents was developed so as to minimize the hazard of accidents.
6.Coordinate the enterprise information and resources inside and outside and establish rapid and convenient after-sales service information report and closed-loop management system.
7.The company establishes normalized and efficient information transmission mechanism to ensure the effectivity and smoothness of after-sales service information transmission channel.
8.Incorporate the corresponding supplier into the after-sales service system and manage as a whole.
Ⅱ Operation Mode
Expand the service mode constantly according to the strategic policy of "bringing in" and "going out" of the Company.
1.Service station trust mode: i.e., with taking territorial resources advantage of subsidiaries and joint ventures and taking technology and management advantage of the parent company, entrust the service station to subsidiaries and realize the improvement of after-sales service quality (for example, Tianjin Metro Line 3 and Chengdu Metro Line 1).
2.Mode of undertaking repair and maintenance service during the entire life cycle of products: i.e., the Company expands the repair and maintenance service during the entire life cycle of products actively with taking its product developing, manufacturing, business management and market resources advantages. (for example, Beijing Metro Line 4)
Ⅲ Service Performance
The Company has delivered 412 mass transit trains in total by December, 2012. The features of mass transit vehicles include various models (including A type, B type and L type for current 19 projects) and wide distribution (Beijing, Guangzhou, Chengdu, Shenyang, Qingdao and so on) and safe operation of products can be ensured with excellent work of after-sales service personnel for mass transit vehicles.