BEIJING, China — Launched and organized by Commercial Vehicle Magazine, the “2012 Commercial Vehicles After-sales Service Rankings” and “Survey on Satisfaction for Commercial Vehicle Services” covered the entire commercial vehicle industry in China. Last year’s results have just been announced with Allison Transmission taking top prize for “Best Service Management.” Annual awards for “Most Reliable Service Provider” and “Service Skills” went to Shenzhen Foreign Trade Tongda Industrial Co., Ltd., an Allison authorized distributor for China.
The results were more complex than one might imagine in the after-sales service area. Traveling nearly 30,000 km over a two-year period, the magazine has discovered commercial vehicle service capabilities are mixed and spare parts are many times found to be non-genuine or of inferior quality. Over 108 days, the 2012 rankings were compiled from service station personnel comments, Commercial Vehicle Magazine in-person interviews and feedback from more than 2,000 end-users. While many OEMs and component manufacturers are gradually addressing quality, after-sales service networks and greater operational efficiencies, Allison stood out from the crowd winning lofty recognition from both media and end-users.
According to Commercial Vehicle Magazine’s Yang Liang, the investigating team visited Allison’s participating service stations randomly, performing a thorough study of after-sales services and extensive interviews with onsite end-users. The team considered a number of factors, including service hardware, product quality, customer service, technician skills, component inventory, timeliness and fees. Survey results revealed that Allison’s tight-knit service network, excellent maintenance skills and in-stock components scored high among end-users
“Allison is endowed with a professional management team and each service station manager is part of the technical elite in his field,” said Yang. “The service stations are well managed, with policies and procedures developed for the management of personnel, product maintenance and component supply. Work efficiency has been improved and customers’ needs satisfied.”
To meet customers’ needs, Allison’s seamless service network reacts promptly to ensure timeliness and effectiveness. Liu Yixiang, Deputy General Manager of Shenzhen Foreign Trade Tongda Industrial Co., Ltd., explained, “Allison has set up service stations in more than 20 cities, providing both pre-sale and after-sale services wherever and whenever needed. We also established dedicated service stations onsite where customers operate more than 80 Allison automatic transmissions, manned by long-term service personnel to ensure timely solutions.” Allison further tailors strict training plans for its technicians to deliver the highest quality services to its customers.
Yang Liang indicated that Allison’s efforts are well-received and recognized. “The end-users and vehicle owners we interviewed demonstrated high confidence in the quality of Allison transmissions and responded that its maintenance services are also very timely. The timely repair of any equipment problems helps ensure the product life span and extends transmission usability. The management of timely, precise, efficient and outstanding professional services has substantiated the “Best Service Management” annual award for Allison.
Provision of after-sales services has become an important customer consideration when deciding on products. Steven Chew, Managing Director for Allison Transmission China, said, “Services are recognized in China an important part of Allison’s brand. The company is focused on each and every one of its customers, which has been achieved by developing an effective and seamless service network. We ensure customers receive what Allison promises: which is the automatic experience with an unrivalled combination of Quality, Reliability, Durability, Vocational Value and Customer Service.”
About “Commercial Vehicle After-sales Services Ranking”
“Commercial Vehicle After-sales Services Ranking” starts with self-registration and is supported by survey results from Commercial Vehicle Magazine’s investigation team, expert opinions and end-user feedback. Award categories are: Gold, Service Brand, Service Innovation, Reliable Service Provider and Service Skills. The “Commercial Vehicle Service Satisfaction Survey” is performed onsite by the magazine’s team investigating market customers’ service satisfaction.
In 2011 and 2012, over 50 service providers participated. Participants come from twenty-some geographic areas including Beijing, Hebei, Liaoning, Sichuan, Shanxi, Yunnan, Xinjiang, Chongqing, Shandong, Inner Mongolia, Shaanxi, Jiangsu, Zhejiang, Guangdong, Fujian and Hunan, covering close to 30,000 km in distance. Buses, trucks, components, maintenance and surveillance equipment are represented trade areas.
About Allison Transmission
Allison Transmission is the world’s largest manufacturer of fully automatic transmissions for medium- and heavy-duty commercial vehicles, medium- and heavy-tactical U.S. military vehicles and hybrid-propulsion systems for transit buses. Allison transmissions are used in a variety of applications including on-highway trucks (distribution, refuse, construction, fire and emergency), buses (primarily school and transit), motor homes, off-highway vehicles and equipment (primarily energy and mining) and military vehicles (wheeled and tracked). Founded in 1915, the Allison business is headquartered in Indianapolis, Indiana, U.S.A. and employs approximately 2,800 people. Allison has manufacturing facilities and customization centers located in China, The Netherlands, Brazil, India and Hungary, with a global presence, serving customers in North America, Europe, Asia, Australia, South America and Africa. Allison also has approximately 1,400 independent distributor and dealer locations worldwide. More information about Allison is available at www.allisontransmission.com.
Connie L. Hong Holly Zhang
China Imperative Consulting Allison Transmission Asia Pacific
+86 (10) 5165-4854 +86 (10) 6468-6800, Ext. 8818
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Beijing, 100022 China Beijing, 100028 China