下载文档原格式
All service items not detailed in this section should be performed by a Honda technician or other qualified mechanic.To eliminate potential hazards,read the instructions before you begin,and make sure you have the tools and skills required.Make sure your vehicle is parked on level ground,the parking brake is set,and the engine is off.To clean parts,use a commercially available degreaser or parts cleaner,not gasoline.To reduce the possibility of fire or explosion,keep cigarettes,sparks,and flames away from the battery and all fuel-related parts.Let the engine and exhaust system cool before touching any parts.Do not run the engine unless instructed to do so.Be sure there is adequate ventilation whenever you operate the engine.Maintenance SafetyImportant Safety Precautions Potential Vehicle HazardsBurns from hot parts.Injury from moving parts.Carbon Monoxide poison from engine exhaust.164Some of the most important safety precautions are given here.However,we cannot warn you of everyconceivable hazard that can arise in performing maintenance.Only you can decide whether or not you should perform a given task.Service your vehicle according to the time and mileage periods on one of the Maintenance Schedules on the following pages.Follow theMaintenance Schedule for Severe Conditions if you drive your vehicle MAINLY under one or more of the following conditions.Driving less than 5miles (8km)per trip or,in freezingtemperatures,driving less than 10miles (16km)per trip.Driving in extremely hot [over 90°F (32°C)]ed primarily as a delivery vehicle or taxi that is drivenmostly in stop-and-go traffic and/or parked with the engine idling.Maintenance Safety,Maintenance ScheduleU.S.Owners Which Schedule to Follow:165Trailer towing,driving with a roof top carrier,or driving in mountainous conditions.Driving on muddy,dusty,or de-iced roads.Follow the Maintenance Schedule for Severe Conditions.Your authorized Honda dealer knows your vehicle best and can provide competent,efficient service.However,service at a dealer is not mandatory to keep your warranties in effect.Maintenance may be done by any qualified service facility or skilled person to keep all the receipts as proof of completion,and have the person who does the work fill out the Maintenance Record.Check your warranty booklet for more information.We recommend the use of Honda parts and fluids whenever you have maintenance done.If you only OCCASIONALLY drive under ‘‘severe’’conditions,you should follow the Maintenance Schedule for Normal Conditions.According to state and federal regulations,failure to perform maintenance on the items marked with will not void your emissions warranties.However,Hondarecommends that all maintenance services be performed at the recommended time or mileageperiod to ensure long-term reliability.U.S.Vehicles:Maintenance ScheduleCanadian Owners Servicing Your VehicleMaintenance,replacement,or repair of emissions controldevices and systems may be done by any automotive repairestablishment or individual using parts that are ‘‘certified’’to EPA standards.166NOTE:You should check the following items at the specified intervals.If you are unsure of how to perform any check,turn to the appropriate page listed.Tires Check the tire pressure monthly.Examine the tread for wear and foreign objects.See page .Lights Check the operation of the headlights,parking lights,taillights,high-mount brake light,turn signals,brake lights,and license plate light monthly.See page .183190Maintenance ScheduleOwner’s Maintenance Checks167Schedule if the severe driving conditions specified in the Severe Conditions Maintenance Schedule on the next page do not apply.NOTE:If you only OCCASIONALLY drive under ‘‘severe’’conditions,you should follow the Normal Conditions Maintenance Schedule.168See information on maintenance and emission warranty on page .:166Schedule if you drive your vehicle MAINLY under one or more of the following conditions:Extensive idling or long periods of stop and go driving,such as a taxi or a delivery vehicle.Driving less than 5miles (8km)per trip or,in freezing temperatures,driving less than 10miles (16km)per trip.Driving in extremely hot [over 90°F (32°C)]conditions.Follow the Maintenance Schedule for Severe Conditions.Driving on muddy,dusty,or de-iced roads.Trailer towing,driving with a roof rack,or driving in mountainous conditions.commercial Canadian Owners 169Replace at 60,000miles (96,000km)or 3years,then every 30,000miles (48,000km)or 2years.See dust and pollen filter on page for replacement information under special driving conditions.Use normal schedule except in dusty condition.See information on maintenance and emission warranty on page .1:2::1883:166Maintenance Schedule for Severe Conditions(for Normal and Severe Schedules)Maintenance Record 1705,000mi 10,000mi 15,000mi 20,000mi 25,000mi 30,000mi 35,000mi 40,000mi 45,000mi 50,000mi 55,000mi 60,000mi 65,000mi 70,000mi 75,000mi 80,000mi Signature or dealer stampmi/km Date mi/km Date mi/km Date mi/km Date mi/km Date mi/km Date mi/km Date mi/km DateSignature or dealer stampmi/km Date mi/km Date mi/km Date mi/km Date mi/km Date mi/km Date mi/km Date mi/km DateYou or the servicing dealer can record all completed maintenance here,whether you follow the schedule for normal conditions (page )or severe conditions (page ).Keep the receipts for all work done on your vehicle.8,000km 16,000km 24,000km 32,000km (or 1year)40,000km 48,000km 56,000km 64,000km (or 2years)72,000km 80,000km 88,000km 96,000km (or 3years)104,000km 112,000km 120,000km 128,000km (or 4years)168169(for Normal and Severe Schedules)Maintenance Record 17185,000mi 90,000mi 95,000mi 100,000mi 105,000mi 110,000mi 115,000mi 120,000mi 125,000mi 130,000mi 135,000mi 140,000mi 145,000mi 150,000mi 155,000mi 160,000mi Signature or dealer stampmi/km Date mi/km Date mi/km Date mi/km Date mi/km Date mi/km Date mi/km Date mi/km DateSignature or dealer stampmi/km Date mi/km Date mi/km Date mi/km Date mi/km Date mi/km Date mi/km Date mi/km Date136,000km 144,000km 152,000km 160,000km (or 5years)168,000km 176,000km 184,000km 192,000km (or 6years)200,000km 208,000km 216,000km 224,000km (or 7years)232,000km 240,000km 248,000km 256,000km (or 8years)Fluid Locations172Unscrew and remove the engine oil fill cap on top of the valve cover.Pour in the oil slowly and carefully so you do not spill.Clean up any spills immediately.Spilled oil coulddamage components in the engine compartment.Install the engine oil fill cap and tighten it securely.Wait a few minutes and recheck the oil level.Do not fill above the upper mark;you could damage the engine.Honda Motor Oil is the preferred 5W-20lubricant for your vehicle.It is highly recommended that you use Honda Motor Oil in your vehicle for optimum engine protection.Make sure the API Certification Seal says ‘‘For Gasoline Engines’’.The oil viscosity or weight is provided on the container’s label.5W-20oil is formulated for year-round protection of your Honda to improve cold weather starting and fuel economy.Adding Engine OilAdding Engine Oil173You may use a synthetic motor oil if it meets the same requirements given for a conventional motor oil:it displays the API Certification Seal and it is the proper weight.You must follow the oil and filter change intervals given on the maintenance schedule.Your Honda does not require any oil additives.Additives may adversely affect your engine’s or transmission’s performance and durability.Always change the oil and filter according to the recommendations in the maintenance schedule.The oil and filter collect contaminants that can damage your engine if they are not removed regularly.Changing the oil and filter requires special tools and access from underneath the vehicle.The vehicle should be raised on a service station-type hydraulic lift for this service.Unless you have the knowledge and proper equipment,you should have this maintenance done by a skilled mechanic.Open the hood and remove the engine oil fill cap.Remove the oil drain bolt and washer from the bottom of the engine.Drain the oil into an appropriate container.Run the engine until it reaches normal operating temperature,then shut it off.1.2.Adding Engine Oil,Changing the Oil and Filter Synthetic Oil Engine Oil Additives Changing the Oil and Filter 174Remove the oil filter and let the remaining oil drain.A special wrench (available from your Honda dealer)is required.Install a new oil filter according to the instructions that come with it.4.3.Changing the Oil and Filter175NOTICE:Improper disposal of engine oil can be harmf ul to the environment.If you change your own oil,please dispose of the used oil properly.Put it in a sealed container and take it to a recycling center.Do not discard it in a trash bin or dump it on the ground.。
汽车售后服务系统操作手册(doc 121页)汽车售后服务系统操作手册(doc 121页)汽车售后服务系统操作手册(doc 121页)特约店管理系统Dealer Management System中国版DMS用户操作手册售后服务管理系统版本1.1广州本田汽车有限公司2005年11月Copyright Guangzhou HONDA AutomobileCO.,LTD.All Rights Reserved1.系统概述广州本田中国版DMS整车售后子系统主要管理特约店的日常维修业务，分前台管理、车间管理、报表查询等三部分。
其中前台管理负责处理与客户相关的功能；车间管理负责管理车辆在厂维修的业务；报表查询对各种基础数据提供查询、汇总、分析等功能。
2.前台业务2.1. 接待图2.1-1接待画面从左侧选择“售后”主菜单，在“前台业务”栏中点击“接待”按钮，进入 1.1 售后接待画面。
在接待界面中选中车辆后，右边的按钮只有当该车的状态满足条件才会变为可用，否则为灰色不可用。
➢查询在查询条件中，如果选上在修车辆选项后，售前保修标志（PDI-W）选项不可用，此时查询出来的为满足条件的在修车辆（包括售前保修的）。
如果不选择在修车辆选项，查询对象来为所有的管理内的车辆，即第一次来厂日非空的（售前保修选项选择时例外）。
售前保修选项选择后查询的为整车系统中未卖出的或者是售后系统登记的带售前保修标志的车辆。
➢高级查询对车辆或作业单的更多明细条件的查询，高级查询的详细使用请参看公共部份的高级查询使用说明。
➢预览根据当前选中的作业单的状态，分别可以进行估价单、作业卡、结算单、会计单、车历卡的预览。
➢打印根据当前选中的作业单的状态，分别可以进行估价单、作业卡、结算单、会计单、车历卡的打印。
➢车辆维修历史在图1.1接待画面中，点击“车辆维修历史”TAB页可以查看当前选中的车辆的维修历史。
➢车辆功能检查在图1.1接待画面中，点击“车辆功能检查”TAB页可以查看当前选中的车辆的最后一次来厂记录的有缺陷的车辆功能检查项目及其故障缺陷描述。
{售后服务}广本店快修服务手册经营管理篇卓越不凡的品质是我们追求的目标。
如今，HONDA（本田）公司不仅是车辆的品质，从销售到售后服务全方位地为了赢得用户的最大满足，“卓越不凡的品质”将成为我们努力的课题。
该服务手册归纳了如何提高品质的手段和方法，希望能据此有助于你们的工作。
管理部门的职责是将努力提高用户满意度、创造销售收益牢记在心头。
不断地完善作业环境、服务品质，通过节省作业经费来赢得客流率，从而提高经济收益。
用户休息室设置透明式休息室，用户可通过视窗观看到快修服务的全部过程。
儿童娱乐区为携带儿童来店的用户考虑，开设儿童娱乐区，同时配备新颖别致能够吸引儿童留连忘返的玩具。
快修工位平面布置图快修工位应离客户休息室较近的地方，有条件的特约店快修工位可设置在独立的区域，与一般维修工位区别开。
快修专用工位工位地面要确保长7m×宽6m的空间。
同时要确保轮胎和工具台车能够顺畅移动，以提高作业效率。
可伸缩型剪式举升机可前后调整的二柱举升机国际基准标识色相明度彩度地板黄色2.5y・8/14天蓝色10B・5/8淡蓝色10B・8/4快修专用台车专用台车各作业人员可同时使用，能够前后左右移动。
在台车上可放置作业所需的各种工具及更换的零配件，上部设有轮胎支架。
拆卸后的轮胎可原封不动地放置其上，不需上下移动，可缩短作业时间。
制服维修技工要身着明朗、清洁的有色制服，向用户展现快修服务的形象。
交流战略的确立和实施“卓越不凡的品质”“本田无与伦比”，创造用户的评价也是管理人员的工作。
作为促进用户定期保养预约的策略之一，可通过企划与用户间的交流媒介，比如在店内张贴能体现本田理念的海报、摆放宣传杂志等来加强与用户间的联系纽带，提高人员的服务意识。
形象图挂毯感谢阅读多年企业管理咨询经验，专注为企业和个人提供精品管理方案，企业诊断方案，制度参考模板等欢迎您下载，均可自由编辑。
东风本田质保内容东风本田质保内容是指在购买东风本田品牌汽车时，消费者享有的保障措施。
作为国内汽车行业的知名品牌，东风本田一直承诺为消费者提供高品质的汽车和完善的售后服务，其中包含了以下几个方面。
第一步，质保时间。
东风本田汽车的整车质保周期为三年或六万公里，以先到者为准。
同时，发动机、变速器和动力电池等特定零部件的质保期可达到五年或十万公里，视具体车型而定。
这项保障期限有力地保证了消费者购买车辆的安心和放心。
第二步，质保范围。
东风本田的质保范围包含了车辆整车、发动机、变速器、空调压缩机、高压燃油泵、电子控制单元等核心部件，保障消费者日常使用中可能会出现的故障问题。
同时，涵盖了由生产缺陷所导致的质量问题，为消费者提供了更完善的服务。
第三步，保修政策。
东风本田质保政策规定，消费者在服务站只要进行正常保养维修，符合保修范围的部件出现故障，均可享有免费更换或修理。
若需要更换的零部件已超过质保期限，则根据消费者使用时间和维护情况的不同，视具体情况收取不同的费用。
第四步，上门保养服务。
为方便消费者，东风本田还提供上门保养服务。
消费者可以通过400免费客服热线或官网，在指定时间和地点，享受到专业的保养服务。
这项服务可以解决消费者的繁琐与忙碌，提高了消费者的购车体验。
总的来说，东风本田提供的质保内容非常完善，覆盖面广，为消费者购车后的使用和维护提供了很好的保障。
但消费者在享受质保服务的同时，也需要充分了解东风本田汽车的使用和保养常识，以避免由于自身原因而导致的质量问题。
（售后服务）广本S店快修服务手册内容本田快修服务操作手册运营管理篇02 前言04 管理部门的职责06 设备设施13 管理人员的职责15 作业前的准备16 促进定期保养预约的准备18 定期保养预约的促进活动利用DM促进预约/电话促进预约20 预约信息管理21 接待的基本常识保养的作业流程服务篇24 用户服务代表的工作[受理用户电话预约]1用户来电2接听电话3确认来意4预约受理5预约确认27 服务顾问的工作28 [1为来店的用户提供服务]1出迎时壹定要面带微笑2询问来意3预约情况的确认4预约受理5预约确认6送别30 [2保养接待业务]出迎时壹定要面带微笑2确认用户的预约内容3问诊诊断4车辆诊断5计算报价金额6制作作业指示书7贵重物品的保管8引导用户到休息室9安装防护罩10移动到停车场11检查&指导性保养建议卡的制作33 零配件部门的工作35 维修技工的工作36 1.领取作业指示书、检查和指导性保养建议卡36 2车辆的保养转向盘/制动踏板&制动助力器/离合踏板/驻车制动/仪表板的检查40 3运送到工位41 4保养作业41 1指示灯及方向指示器的检查室内灯/除霜器、加热器/喇叭、其他的控制单元/前大灯/尾灯及牌照灯方向指示器及闪光器/前刮雨器&清洗器/怠速转数/正时的检查/发动机油的检查46 2发动机间的检查怠速转数/正时的检查/发动机油的检查/空调的检查/空气滤清器的检查变矩油的检查制动储液室及主油缸/怠速转数/正时的检查/发动机油的检查/ABS的检查/离合器储液室及主油缸皮带的检查/散热器及冷却水的检查/火花塞的检查/风窗玻璃清洗液的检查/变速箱油的检查发动机油的泄漏检查/蓄电籽的检查/化油器/燃油喷射系统/分电器的检查电气接线部及配线卡箍的检查63 3轮胎、车轮以及制动器的检查轮胎/车轮/制动器/悬挂架及减震器/转向总成/轮胎的安装驱动轴的检查/变速箱油的泄漏检查/散热器漏水的检查/燃油系统/排气系统70 4终检71 保养后的作业72 提交作业指示书、检查和指导性保养建议卡车间主管的工作/服务顾问的工作/服务前台的工作前言销售车辆前，通过车辆和用户保持长期的相处是赋予经销商的使命，必须要深刻理解。
