Fast Repair and Guarantee for Shanghai Race Operational and service standards Shanghai Sai Sai Automobile Technical Service Co., Ltd. Tongji University Catalog 1 General outline................................................................................................................. .................................................................................................... 1 2. Manage............................................................................................................... ............................................................................................................................ ............................................................................. 2.1 Join and quit...................................................................................................................... ............................................................................. 2 2.2 Business and system................................................................................................................ .................................................................................................. 3 2.2.1 Organizational management....................................................................................................... ............................................................................. 3 2.2.2 Operating Indicators............................................................................................................ ........................................................................ 3 2.3 Rights and obligations........................................................................................................... .......................................................................................................... 4 2.3.1 Chain Store Rights and Duties.................................................................................................................. ......................................................... 4 2.3.2 Headquarters rights and obligations........................................................................................................... ...................................................................... 5 2.4 Personnel and Profit.................................................................................................................... .......................................................... 6 2.5 Services and equipment........................................................................................................... ........................................................................................ 7 3 Services............................................................................................................... ............................................................................................................... 11 3.1 Norms and the environment........................................................................................................ ................................................................................................. 11 3.1.1 Service Specification........................................................................................................ ...................................................................... 11 3.1.2 Service Environment........................................................................................................ .......................................................... 12 3.2 Process and Commitment....................................................................................................... ............................................................................................... 12 3.2.1 Service Flow..................................................................................................................... .......................................... 12 3.2.2 Quality Commitment....................................................................................................... ........................................................ 16 1 General programme In order to standardize the operation and management behavior of the chain stores under the headquarters of the company (hereinafter referred to as "headquarters") and meet the needs of the company's management decision-making, this system is formulated