西安飞机工业公司十分重视产品的售后服务工作,一直把它作为产品全寿命周期内的一个重要环节来抓。特别是1986年Y7投入客运以后,更加明确地提出了“全心全意为用户服务,千方百计满足用户需求,处处为用户着想,事事为用户方便行事”的服务原则作为西飞公司产品售后服务的指导方针,贯彻于所有产品的销售工作之中。 完整的售后服务体系 西飞公司的售后服务部门组建20多年来,已形成一个初具规模、体系完整、功能齐全的售后服务体系。飞机售后服务处是集中负责售后服务工作的机构,隶属于公司的销售支援部。它设有技术服务、飞机维修和中心备件库等组织机构,有完善的信息网络,直接负责与用户交往,沟通公司内部设计—制造各部门,联络协作场所,一方面为飞机用户提供各种快速有效的支援服务,如供应备件,维修飞机,技术培训以及提供各种飞机技术信息。另一方面,又积极搜集和认真分析用户反馈的使用、维护飞机方面的信息,并及时传送到有关部门,作为改进设计和工艺的依据,实现在飞机的全寿命期内提供服务。 Xi’an Aircraft Industrial Company attaches great importance to the product after-sales service, has been as an important part of the product life cycle to grasp. Especially Y7 put into passenger transport in 1986, more clearly put forward the service principle of “wholeheartedly for the customer service, do everything possible to meet the needs of users, always for the sake of users, everything is user-friendly” as a guideline for XAC’s product after-sales service , Implemented in all product sales. Complete after-sales service system XAC after-sales service department set up more than 20 years ago, has formed a beginning to take shape, the system is complete, full-featured after-sales service system. Aircraft after-sales service is focused on after-sales service agencies, under the company’s sales support department. It has technical services, aircraft maintenance and center spare parts library and other organizations, a sound information network, is directly responsible for user interaction, communication company internal design - manufacturing departments, contact collaboration sites, on the one hand for the aircraft users a variety of fast Effective support services such as provision of spare parts, maintenance of aircraft, technical training and provision of technical information on various aircraft. On the other hand, we have also actively collected and carefully analyzed the use of user feedback, maintained aircraft information, and promptly transmitted it to relevant departments as a basis for improving design and process to provide services throughout the life of the aircraft.