Quy trnh hng dn PDSA
Hng dn PDSAQuy trnh Hng dn PDSA
Bc 1
Bc 2
Bc 3
Bc 4
Bc 5
Cho hi v gii thiu bn thn
Gii thiu ni dung sch
Hng dn khch hng
Ly thng tin khch hng
Cm n KH & khuyn KH ch khi tham gia giao thng
C th b qua bc ny nu khch hng khng c nhiu thi gian
Hng dn PDSA Quy trnh Hng dn PDSABc 1: Cho hi v gii thiu bn thn Cch thc hin: -HDV tip cn khch hng -Cho hi khch hng bng cch gii thiu
h tn, cng vic ti ca hng-Mi khch hng ra nhn xe im quan trng: -Thi nim n, gn gi -Gii thiu r bn thn l HDV LXAT to nim tin vi khch hng
Hng dn PDSA
Quy trnh Hng dn PDSABc 2: Gii thiu ni dung sch Cch thc hin:
-HDV m cp xe ly sch K thut LXAT-M sch gii thiu ni dung chung ca sch im quan trng: -Tham kho k sch K thut LXAT -Gii thiu c 6 ni dung ca sch, bao gm: + Cch kim tra xe trc khi i
+ Trang phc li xe an ton+ T th li xe ng + Hai k nng li xe c bn + Mt s cch phng trnh va chm + Mt s bin bo giao thng c bn
Hng dn PDSA
Quy trnh Hng dn PDSABc 3: Hng dn khch hng (c th b qua bc ny nu khch hng khng c nhiu thi gian) Cch thc hin: -HDV chn mt ni dung trong sch hng dn cho KH hoc hng dn ni dung m KH yu cu. -Trnh by mc ch ti sao ni dung c a vo
sch PDSA-Trnh by chi tit ni dung -Hi li xem KH c im no cha hiu r khng & KH c hi thm g khng. im quan trng: -Tham kho k sch K thut LXAT, hiu r cc k thut LXAT & luyn tp thng xuyn hng dn cho KH lu lot
-Thng thng nn chn ni dung Kim tra xe trc khi i hoc T th li xe hngdn, v y l 2 ni dung m HDV c th lm mu cho KH ngay ti HEAD. -T r s chu o, nhit tnh & thn thin khi hng dn
Hng dn PDSA Quy trnh Hng dn PDSABc 4: Ly thng tin khch hng Cch thc hin: -HDV ghi li thng tin ca KH vo S theo di Hot ng LXAT hng ngy & ngh KH k tn vo s im quan trng: - HDV cn ghi y thng tin ca KH nh a ch, ST lin h, v nhc KH k vo s
Stt
Ngy thng
i tng khch hng H tn khch hng Mua Dch xe v Th m quan a ch
Ni dung hng dn S in thoi Khch hng c Khch hng c hng dn sch k hng dn LXAT thut LXAT khi giao xe trn my tp li xe mi Khch hng k
1 2 3 4 5 6 7 8 9 10 11 12 13
Ghi thng tin KH vo S theo di Hot ng LXAT hng ngy (mu S theo di HEAD c th download ti phn Ti liu tham kho, mc Li xe an ton trn DCS)
Hng dn PDSA Quy trnh Hng dn PDSABc 5: Cm n khch hng
Cch thc hin:-HDV cm n KH n vi HEAD & tin dng sn phm ca HVN -HDV lu KH nn tham kho cc ni dung khc ca sch PDSA ngoi ni dung va c hng dn -HDV khuyn KH ch an ton khi tham gia giao thng & chc KH lun LXAT: + Lun i m bo him khi ngi trn xe my + Tuyt i khng li xe sau khi ung ung c cn + Lun tun th lut giao thng ng b + Chc khch hng li xe an ton im quan trng:
-HDV t r s chn thnh trong li cm n-HDV th hin r lun lun sn sng n tip KH hay ngi thn ca KH n vi HEAD
Quy trnh hng dn thc hnh trn my tp RT
Hng dn PDSAQuy trnh Hng dn RT Bc 1 Bc 2 Bc 3 Bc 4
Cho hi v gii thiu bn thn
Thuyt phc KH luyn tp trn RT
Gii thiu RT
KH lm quen vi my
Bc 7
Bc 6
Bc 5
Ly thng tin KH & cm n KH
Hng dn KH ch quay li
KH tri nghim cc tnh hung GT
Hng dn thc hnh trn my RT Quy trnh Hng dn RTBc 1: Cho hi v gii thiu bn thn Cch thc hin: -HDV tip cn KH ang ngi ch lm dch v
-Cho hi khch hng bng cch gii thiuh tn, cng vic ti ca hng im quan trng: -Thi nim n, gn gi -Gii thiu r bn thn l HDV LXAT to nim tin vi khch hng
Hng dn thc hnh trn my RT
Quy trnh Hng dn RTBc 2: Thuyt phc KH luyn tp trn my RT Cch thc hin:
-HDV thuyt phc KH bng cch gii thiu nhngim khc bit ca my RT (y l chic my ch ring HEAD ca Honda mi c, KH c th tri nghim nhng tnh hung GT nguy him mt cch an ton,) -Mi KH ra khu vc LXAT tri nghim trn my RT im quan trng: -HDV cn thuyt phc KH mt cch thn thin bng
s hiu bit v RT & kin thc LXAT, v d:HDV c th a ra mt s li ch khi luyn tp trn RT (gip anh/ch c kh nng phng on nguy him, hiu & bit c 1 s ri ro hay gp phng trnh, quy tc vo giao l, gia nhp ln ng,)
Hng dn thc hnh trn my RT
Quy trnh Hng dn RTBc 3: Gii thiu my RT Cch thc hin: -HDV mi KH ngi ln my RT -Gii thiu cc chc nng & chi tit ca my + Nhn mnh my c tch hp nhiu loi xe khc nhau nh xe ga, xe s, xe cn tay khch hng tri
nghim+ Ni r my c thit k tng t nh cc xe ang c trn th trng, ch ra im khc l gng chiu hu t gc mn hnh & nt view gng tay li bn tri im quan trng: Hng dn KH chm KH nh c ht cc b
phn & chc nng ca RT
Hng dn thc hnh trn my RT
Quy trnh Hng dn RTBc 4: Khch hng lm quen vi my RT Cch thc hin: -HDV hi KH mong mun i loi xe g -HDV iu chnh loi xe theo mong mun ca KH, loi ng th hoc ng nh, quang cnh ban ngy.
-iu chnh my ch luyn tp KH i th lm quen vi my-HDV nhn mnh KH cn nghe hiu lnh ca my i ng ng
Hng dn thc hnh trn my RT
Quy trnh Hng dn RTBc 5: Khch hng tri nghim cc tnh hung GT trn my RT Cch thc hin: -HDV iu chnh my v ch bnh thng khch hng tri nghim cc tnh hung GT cng vi cc loi xe khc trn ng -Trc khi KH bt u chy, lu KH tun th ng lut GT, i ng tc , ln ng -Trong qu trnh KH i cn nhc nh KH ngay nu KH vi phm cc li: i sai ln ng, i qu tc , khng tun th bin bo hiu. im quan trng: -Bn thn HDV cn nm chc cc kin thc v Lut GT ng b, cc k thut LXAT -HDV cn t r s chu o, nhit tnh & thn thin khi hng dn. Li ni cn lu lot, d
nghe-Thnh tho trong cc thao tc chnh my
Hng dn thc hnh trn my RT
Quy trnh Hng dn RTBc 6: Hng dn KH ch quay li Cch thc hin: -HDV m ch quay li & chnh gc my nhn thy c xe v ngi li xe -Cho my chy, n tnh hung KH mc li hoc cc tnh hung c th xy ra nguy him,
HDV cn dng hnh li, cng vi KH phn tch tnh hung (v sao KH chy nh vy lsai, tnh hung c th c nhng nguy him g xy ra,). T , HDV a cho KH nhng li khuyn, cch d on nguy him v cch x l nu gp nhng tnh hung tng t nh th khi tham gia GT tht trn ng. im quan trng: -HDV phi chnh gc my c tm nhn bao qut nht quang cnh GT trn ng -Phn tch KH hiu nhng tnh hung khng an ton & a ra phng php LXAT cho
tng tnh hung-Khi phn tch cn nhn mnh tm quan trng ca vic d on phng trnh nguy him
Hng dn thc hnh trn my RT
Quy trnh Hng dn RTBc 7: Ghi li thng tin & cm n khch hng Cch thc hin: -HDV cm n KH n vi HEAD & tri nghim cc tnh hung trn my RT
-HDV ghi li thng tin ca KH vo S theo di Hot ng LXAT hng ngy & ngh KH ktn vo s -HDV khuyn KH ch an ton khi tham gia giao thng & chc KH lun LXAT im quan trng: -HDV cn ghi y thng tin ca KH nh a ch, ST lin h, v nhc KH k vo s -HDV t r s chn thnh trong li cm n -HDV th hin r lun lun sn sng n tip KH hay ngi thn ca KH n vi HEAD
Xin chn thnh cm n!
