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　　2012年，山東重工(gong)濰(wei)柴(chai)(chai)集團(tuan)秉承以客戶滿(man)意(yi)為核(he)心(xin)(xin)的(de)(de)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)宗(zong)旨(zhi)，以推(tui)行銷(xiao)(xiao)售(shou)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)一(yi)(yi)體化(hua)、呼(hu)(hu)叫(jiao)中(zhong)(zhong)(zhong)心(xin)(xin)派(pai)工(gong)制，努力推(tui)進服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)模(mo)式轉型，給濰(wei)柴(chai)(chai)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)帶來了(le)(le)新(xin)氣(qi)象。調(diao)整(zheng)職(zhi)(zhi)能(neng)，推(tui)行銷(xiao)(xiao)售(shou)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)一(yi)(yi)體化(hua)。2012年，濰(wei)柴(chai)(chai)集團(tuan)將(jiang)一(yi)(yi)線(xian)(xian)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)職(zhi)(zhi)能(neng)由客戶服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)中(zhong)(zhong)(zhong)心(xin)(xin)他，劃轉至各專業銷(xiao)(xiao)售(shou)公(gong)司(si)，將(jiang)“一(yi)(yi)線(xian)(xian)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)資源(yuan)”直接配置(zhi)到“一(yi)(yi)線(xian)(xian)作戰(zhan)部隊”，讓“銷(xiao)(xiao)售(shou)員(yuan)(yuan)”與“服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)員(yuan)(yuan)”組(zu)成(cheng)一(yi)(yi)家，要求“誰(shui)銷(xiao)(xiao)售(shou)的(de)(de)產品(pin)”就(jiu)由“誰(shui)負責的(de)(de)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)”。這樣不僅(jin)集中(zhong)(zhong)(zhong)職(zhi)(zhi)能(neng)配置(zhi)和資源(yuan)使(shi)用(yong)，也(ye)方便服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)站(zhan)(zhan)、客戶能(neng)夠直接就(jiu)地(di)聯系“服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)員(yuan)(yuan)”獲取服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)，還讓“服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)員(yuan)(yuan)”獲得更(geng)大的(de)(de)自主權，更(geng)加靈活(huo)、快捷、有針對性地(di)解(jie)決市場服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)問題(ti)，極大地(di)提升(sheng)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)時效性和客戶滿(man)意(yi)度。成(cheng)立(li)呼(hu)(hu)叫(jiao)中(zhong)(zhong)(zhong)心(xin)(xin)，遠程監控(kong)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)過(guo)(guo)程。2012年，濰(wei)柴(chai)(chai)集團(tuan)投入(ru)2000多萬元(yuan)，組(zu)建了(le)(le)數字化(hua)管理的(de)(de)呼(hu)(hu)叫(jiao)中(zhong)(zhong)(zhong)心(xin)(xin)，同(tong)步啟動了(le)(le)“全(quan)(quan)程服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)中(zhong)(zhong)(zhong)心(xin)(xin)——新(xin)售(shou)后服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)系統”項目，旨(zhi)在(zai)(zai)監控(kong)濰(wei)柴(chai)(chai)在(zai)(zai)全(quan)(quan)球的(de)(de)4000多家服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)站(zhan)(zhan)工(gong)作情況，徹底改變了(le)(le)以前服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)過(guo)(guo)程不受監控(kong)、客戶滿(man)意(yi)度低的(de)(de)現狀(zhuang)，實現服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)派(pai)工(gong)閉環管理、在(zai)(zai)線(xian)(xian)故障審批、故障描述標準化(hua)、維修(xiu)項目標準化(hua)、服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)費用(yong)自動核(he)算等服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)全(quan)(quan)過(guo)(guo)程管控(kong)。呼(hu)(hu)叫(jiao)中(zhong)(zhong)(zhong)心(xin)(xin)投入(ru)運行后，每(mei)日平均進線(xian)(xian)量超(chao)過(guo)(guo)200次(ci)以上，電話滿(man)意(yi)率超(chao)過(guo)(guo)97%。