In 2010, Dongfeng Cummins played the warmth card. In today's increasingly self-awareness of consumers, product quality is not the only factor that determines the market share. Dongfeng Cummins understands the classic saying “Customer is God”, and at the same time it builds world-class advanced products, at the same time, whole-heartedly serves customers. Put in the first place. From the beginning of the year to the end of the year, Dongfeng Cummings did not slack off one day and made customer service work an ethos. If someone were to be a customer satisfaction survey, Dongfeng Cummins would be among the best.

Product: Accelerating the layout of heavy engine market

In recent years, with the acceleration of national infrastructure construction, the domestic commercial vehicle market has developed rapidly. Especially in the truck industry, more than 30 tons of high-end, heavy-duty trucks welcome new growth opportunities. The key assembly of heavy-duty vehicles, the engine, is subject to technical conditions, and the research and development of new products has been lackluster. In this context, the first domestic electronically controlled engine, the Dongfeng Cummins ISZ engine, which fully possesses independent intellectual property rights, satisfies the country's four emissions, and has a displacement of 13 liters, has received a lot of attention from the beginning of the planning. In January 2010, Dongfeng Cummins announced that the Dongfeng Cummins ISZ13L heavy-duty engine, which had been developed for three years, has completed production system commissioning and supply chain integration.

The relevant person in charge of Dongfeng Cummins Engine Co., Ltd. stated that the ISZ13-liter heavy-duty engine is the strategic decision made by Dongfeng Cummins based on the development trend of “lighter, lighter, and heavier” in the automotive market, and is the key to expanding the product line and enhancing its independent research and development capabilities. One of the steps. Moreover, the limited production of these engines is an important step for Dongfeng Cummins to implement this strategy and accelerate the layout of the heavy engine market.

It is understood that the ISZ13-liter engine was developed by Dongfeng Cummins and Cummins East Asia Research and Development Center and supported by Cummins Global R&D Network. It is based on the latest generation of heavy-duty engine developed by Cummins product platform, meets the country's third and fourth national emission standards, and has the potential to upgrade to the national five. Dongfeng Cummins has all the independent intellectual property rights of the ISZ engine, and even if Cummins wants to use this technology to invest in large-scale production, it must also purchase from Dongfeng Cummins.

In addition to the truck market, Dongfeng Cummins has also extended its own products to the field of construction machinery. At the beginning of the new year 2010, Dongfeng Cummins Engine Co., Ltd. ushered in a good start: With a stable and reliable product and brand reputation, Dongfeng Cummins won 252 engine orders from a well-known domestic engineering machinery main engine plant. This 252 engines will be exported to Brazil. This also means that the 2010 Dongfeng Cummins accelerated the expansion of the construction machinery market has begun to show results.

Service: Expert service is out of comparison

In order to strengthen the concept of “Expert Service, Run the World” service brand, Dongfeng Cummins organised a massive service contest nationwide. Nearly 1,000 service engineers from Dongfeng Cummins and service agents across the country successively participated in batches. This game. From the beginning of June to the pre-training, to theoretical knowledge competitions, actual maintenance operation competitions, etc., the game ended on September 13 and lasted for four months. The theoretical knowledge competition is mainly based on knowledge quizzes. The engine structure, working principle, Dongfeng Cummins service system and CRM system are all included in the scope of assessment; the actual operation is based on technology, and the actual operations such as engine troubleshooting and maintenance are evaluated. . The theory and practical operation have a two-pronged approach, and all-round and multi-angles help service engineers improve their professional skills.

In addition to the training, the second function of the "service contest" is to exchange ideas. Nearly a dozen Dongfeng Cummins service stations are located across the country. The natural environment and conditions of use are different. Engines are different and the service problems encountered are endless. Therefore, each place has some special experiences that can be used for reference by other service stations. “Service Matching” is to establish a platform for exchange of technology and management experience for these service stations scattered around the country, enabling advanced experience and practices to be quickly shared at nearly 1,000 service stations, and comprehensively improving service levels and customer satisfaction levels. . At the same time, through the "service contest", service engineers can also find their own deficiencies from each other, find the best way to communicate with end-users, learn from each other, draw lessons from each other, provide users with a solid foundation for rapid and effective. What follows will be a significant increase in customer satisfaction.

In November 2010, Dongfeng Cummins announced the official launch of the Gold Medal User Campaign, which became the best link for Dongfeng Cummins to connect users, understand users and maintain users.

It is reported that as long as the vehicle equipped with Dongfeng Cummins Engine has a mileage of 1 million kilometers, or the engine running time reaches 20,000 hours, and the time for car purchase is more than 5 years, no major maintenance has been performed at the same time, such as uncovered cylinder head and oil. Bottom hull, fuel injection pump has not been adjusted, you can sign up for the "gold user" selection activities to Dongfeng Cummins service station. The staff of Dongfeng Cummins will compare and identify the engine with Dongfeng Cummins CRM system according to the above conditions, and conduct face-to-face communication and check with the participating users to ensure the fairness of the activities.

The reason why Dongfeng Cummins organizes this activity is that it hopes to find out some outstanding users through this activity and reward them for their correct use and maintenance of the machine. At the same time, it hopes to collect some precious experiences of their maintenance through this activity. , Share with more users, so that they can use Dongfeng Cummins Engine as well as these gold users, let the machine create more value for the user.

At the end of each year, it is time for companies to sum up the past and imagine the future. In December 2010, Dongfeng Cummins convened the 2010 service conference in Kunming. More than 100 service providers from Chengdu, Chongqing, Tibet, Liuzhou, Yunnan, and other southwest regions gathered in Kunming to discuss the development of services for Dongfeng Cummins in 2011 with the theme of “Expert Service, Run the World”. At the meeting, commended and rewarded service companies collectives and advanced individuals who have made outstanding contributions to the development of Dongfeng Cummins in the past year. The conference also organizes representatives of service providers to sign a “Service Letter of Commitment” to publicize service commitments to the community.

Market: Dongfeng Cummins in Russia

On April 20, 2010, Dongfeng Cummins took its two IS De4-cylinder, six-cylinder Euro III and Euro 4 electronically controlled engines at the Moscow International Commercial Vehicle Show, which caused many audiences' interest and inquiries.

Dongfeng Cummins Engine has been recognized by the Russian market with its excellent products and good service. In 2008 alone, Kamaz, Russia’s largest manufacturer of medium- and heavy-duty trucks, imported more than 8,000 Dongfeng Cummins ISDe185, 210, 270, and 285 engines; In January-April, although the impact of the financial crisis has not completely passed, Dongfeng Cummins Russia has achieved more than 1,700 stand-alone exports.

In order to better meet the needs of the Russian market, Dongfeng Cummins has conducted a rigorous product certification, not only through the Russian experts to the on-site certification of Dongfeng Cummins, but also passed the testing and certification after export to the Russian market to meet the various laws and regulations of the Russian market. Claim. At the same time, in order to support the Dongfeng Cummins Russian market, the parent company, Cummins Inc., also set up a spare parts reserve in Russia, and arranged for new “early care” workers to ensure that users in the Russian market can receive fast and effective service.

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