On January 30, 2014, when many people were celebrating their reunions and spending the Spring Festival with their family members, Li Jiafeng, service manager of Guangdong Office of Yuchai Machinery Co., Ltd. (Yuchai) received a call from Foshan Sanshui Yunfa Transportation Co., Ltd., being told that a recently-purchased passenger car which was equipped with YC6MK340N-50 national V gas engine was faint during acceleration. The leaders of the Company were very anxious. If not solved, the failure would directly affect the operating revenue and the arrangement during Chunyun period of the Company, and would cause more than economic losses.

Li Jiafeng immediately called the Donghuan Service Station in Guangzhou and asked the station to deal with the problem of the aforesaid user. On the afternoon of the same day, Lin Wei, business manager of the station, hastened to Sanshui District together with a maintenance team.

Quick and meticulous service, being user-oriented

As an experienced maintenance man, Lin Wei was able to find problems of any engine only after touching or looking at the engine. However, it was different that time. Lin Wei remembered, I have repaired engines for so many years, but I have never seen the situation that the fuel fails to play its role due to a lack of one cylinder. It was exceptional.

After arriving at the site, they began to check the engine and try to find the failure, only finding that the 4th cylinder of the engine failed, but its spark plug, ignition coil, and high-tension wire were in normal state. After constant inspection and testing, they finally found the root cause of the failure: the head of the 4th cylinder should be replaced. However, the service station did not have any spare cylinder head. Considering the urgent need of the user, the service station decided to replace the complete engine with a new one.

Unexpectedly, when checking the new engine, Lin Wei found that although it was a like product of the failure engine, the two engines varied in specific structures, so the replacement of complete machine could not be realized. Fortunately, the two engines used the heads of a same model, so the head of the new engine was removed and installed on the failure one. Eventually, the maintenance personnel recovered the failure engine at 1:00 a.m. February 1, 2014, and the power of the passenger car was recovered to normal state.

When interviewed by the reporter, Pan Weibo, president of Foshan Sanshui Yunfa Transportation Co., Ltd. expressed that, My gratitude goes to Yuchai's service station for timely and quickly removing the failure of our car, which largely reduced our losses. Especially during the Spring Festival, the service personnel of Yuchai could patiently and responsibly help us solve problems as they always do. I really appreciate that.

This case is just one of Yuchai's customer service jobs, having fully embodied Yuchais tenet of wholehearted service, quick service, and integrity first. Certainly, the excellent services of Yuchai are not merely embodied in maintenance and first-aid repair. Li Jiafeng said, even if there's no failure of our products, we always pay visits to our clients and understand their needs and the service conditions of our products, so as to nip any failure in the bud.

Attitude of first-line service personnel manifests excellent service level

Product and service are two core elements which concern the competitiveness of manufacturing enterprises. A majority of enterprises attach much importance to their services, but their service level and capability vary completely in the views of their users, for which the reason not only lies in the service strategies and service polices of the enterprises, but also largely depends on the service personnel directly in touch with the users. Via field investigation in Guangdong, the reporter found that the praise to Yuchais services is embodied in two aspects.

On the one hand, it is attributable to the unremitting pursuit of service quality improvement for near 30 years. As introduced by Li Jiafeng, since the Service Department was established in 1985, Yuchai has again and again refreshed the service benchmark of engine industry. A lot of data has obviously proved the promotion of Yuchai in its service level and capability: from the warranty of 18,000km to 50,000km, 100,000km, 150,000km, and 300,000km; from the establishment of 25 service stations at the initial stage to over 3,000 stations at home and 105 stations abroad; from the commitment for providing services in place within 24 hours made 15 years ago to that within 12 hours now

On the other hand, it is ascribed to the thorough implementation of Yuchais service tenet by its service teams, especially the first-line service personnel. Although it may be luxury for Yuchais service personnel to go home for reunions with their family members during Spring Festivals, they never regret but steadfastly hold their posts, and have even turned the companys tenet into a spontaneous action. I think it worthwhile to give top priority to the overall situation. said Lin Wei sincerely. He also said, Yuchais service tenet spawns my attitude in doing things and treating others, and the recognition of the customers is the greatest encouragement for me.

Public praise of the industry creates excellent market performance.

Yuchais services are really excellent. said Chen Jiachao, vehicle manager of Guangzhilv Tourism Co., Ltd. He also introduced, Yuchai engine has high cost performance ratio, low service cost, quick service response, high maintenance efficiency, prompt delivery of accessories, and noticeable competitive advantages in the industry. He said he managed 60 tourist cars, 50 of which were equipped with Yuchai engines.

During the course of conducting interviews, almost all of the interviewees expressed that Yuchai provided quick service response, timely supplied accessories, efficiently solved problems, etc. What the technical supervisor of Guangdong Yueyun Transportation Co., Ltd. said makes the reporter have new understandings to Yuchais services. He said, in terms of the engines, Yuchai engine is undoubtedly the leader among home-made engine brands, but it still has a certain gap when compared with imported engines. However, Yuchais excellent services have, to a large extent, filled up the gap. In addition, the obvious price advantages also highlight the comprehensive competitiveness of Yuchai engine.

In 2013, the sales volume of Yuchai engine exceeded 500,000 sets, which made Yuchai be the first enterprise realizing the sales volume of multi-cylinder diesel engines exceeding 500,000 sets, and its market share increased by 4%. Especially in the industry of passenger cars, Yuchai engine is occupying a noticeable market share. Both for the Guangzhilv Tourism Co., Ltd. which has over 60 vehicles and for Guangdong Yueyun Transportation Co., Ltd. which has over 4,000 vehicles, over 60% of their vehicles are equipped with Yuchai engines. Such excellent market performance is inseparable to the good public praise for Yuchais services.

(Source: Jiao Chunhong/Cnauto News.com )