service-management-manual-2018

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Foreword

Service management manual is used to assist all authorized JAC's distributors to provide after-sales service for all JAC users in accordance with after-sales service agreement.

The manual aims to summarize the after-sales responsibilities of JAC and authorized distributors, including service provider basic requirements, service network planning, quality management, technical support, claim management, customer relationship management, spare parts management and training management.

The after-sales service has an irreplaceable position and effort in products marketing. Quality after-sales service could improve customers’ satisfaction and loyalty. It is the best promotion before next sale and shall contribute to distributors’ performance and JAC’s reputation.

In case of any discrepancies between the manual and the after-sales service agreement, the after-sales service agreement shall prevail.

If necessary, JAC will reserve the right to alter any content of the manual at any time without prior notice to authorized distributors.

The modification to the implement conditions, procedures or policy hereof will be issued to authorized distributors in the form of service bulletin.

JAC reserves the final right to interpret the manual.

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CONTENTS
Chapter I Service Provider Basic Requirements.........................................................................................	1
Section 1 Basic qualification....................................................................................................................	1
Section 2 License agreement...................................................................................................................	1
Section 3 Distributor service capability evaluation............................................................................	2
Chapter II Service network planning...............................................................................................................	5
Section 1 Network development principle............................................................................................	5
Section 2 Service network layout............................................................................................................	6
Section 3 Service network development.............................................................................................	10
Chapter III Quality Management.....................................................................................................................	15
Section 1 PDI...............................................................................................................................................	15
Section 2 Stock management.................................................................................................................	15
Section 3 Quality information feedback..............................................................................................	16
Section 4 Quality improvement..............................................................................................................	20
Chapter IV Technical Support.........................................................................................................................	28
Section 1 Technical documents.............................................................................................................	28
Section 2 Special tools.............................................................................................................................	28
Section 3 Mobile service vehicle...........................................................................................................	29
Chapter V Claim Management........................................................................................................................	37
Section 1 Warranty model........................................................................................................................	37
Section 2 Periodic maintenance............................................................................................................	37
Section 3 Claim Procedure......................................................................................................................	37
Section 4 Claim settlement......................................................................................................................	40
Section 5 Claim replaced parts management....................................................................................	41
Section 6 Claim audit................................................................................................................................	42
Chapter VI Customer Relationship Management......................................................................................	45
Section 1 Customer file ..........................................................................................................................	45

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Section 2 Customer satisfaction............................................................................................................		48
Section 3 Service hotline.........................................................................................................................		49
Section 4 Complaint management........................................................................................................		52
Section 5 Service campaign....................................................................................................................		53
Chapter VII Spare parts management..........................................................................................................		60
Section 1 Spare parts data......................................................................................................................		60
Section 2 Parts order procedure............................................................................................................		60
Section 3 Spare parts claim....................................................................................................................		62
Section 4 Parts warehouse management............................................................................................		62
Section 5 Parts system guarantee capability.....................................................................................		66
Section 6 Accessories..............................................................................................................................		67
Chapter VIII Training Management................................................................................................................		73
Section 1 Training system overview.....................................................................................................		73
Section 2 Training management regulations.....................................................................................		77
Subsidiary files...................................................................................................................................................		89
1.	VI manual................................................................................................................................................	89
2.	Star service center operation manual............................................................................................	89
3.	New vehicle storage management guidance...............................................................................	89
4.	Warranty policy and procedure manual........................................................................................	89
5.	Call center instruction manual.........................................................................................................	89
6.	Genuine spare parts management manual..................................................................................	89

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Chapter I Service Provider Basic Requirements

In order to protect the rights and interests of customers, JAC builds service network with the function of reserving JAC parts and providing maintenance service by independent establishment, cooperative with other party or entrustment according to the actual conditions of JAC and distributors. JAC will provide service center construction standard. The distributors or the service providers apply to found JAC service center according to market volume of JAC vehicles. JAC will give authorization after passing the acceptance inspection.

Section 1 Basic qualification

In principle JAC always gives preference to the distributor to be service provider. The distributor is responsible for building service network to meet end-user maintenance and spare parts needs. The development process of distributors is as follows:

1.JAC organize relevant departments to visit potential distributor on site, collect the information of the company's strength, car business professionalism and enthusiasm for cooperation, to be the important basis for cooperation with distributor.

2.JAC conducts a credit investigation of potential distributor to verify and know more about distributor's business and financial position.

3.JAC organize relevant departments to make evaluation of potential distributor’s

comprehensive operation, reach the evaluation results and recommendations. After approved by JAC leadership, the distributor shall be determined.

If the distributor is only responsible for vehicle sales business, JAC will find service provider in local market through a variety of channels to provide service for end-users.

Service network is the basic requirement of JAC service provider. JAC will consider the service network of service provider, analyze service coverage area and service radius of each service center, and combine market share and regional distribution of JAC vehicles to select the service provider whose networks cover the most of JAC vehicles, ensure that JAC end-users can get easy and fast maintenance services.

Service capability is an important evaluation element for JAC service providers. When comes to vehicle problems, end-use will doubt the vehicle’s quality and brand. If the end-user's problem can be solved quickly and effectively, the distributor can win the trust of end-users, the result would be a foundation for word of mouth and promote sales. So the distributor's service capacity directly determines the end-user’s satisfaction, JAC will pay more attention to service capability evaluation of service providers and choose the service providers which have strong service capability to provide service for JAC end-uses.

Section 2 License agreement

In order to better regulate the rights and responsibilities between JAC and service providers, ensure that both sides can follow the standard process for after-sales service operations, JAC and service providers need to sign "after-sales service agreement" and "spare parts distribution agreement."

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According to "after-sales service agreement", service provider is responsible for providing warranty service for local JAC end-users within the warranty period, also responsible for providing paid service for local JAC end-users beyond the warranty period. Without signing (including renewing) the service agreement, service provider is not authorized to carry out warranty claim business.

In the after-sales service agreement, JAC will determine labor rate and parts compensation factor by investigating the specific market freight, tariff and other tax structure, the average labor wages of the market machinery industry and the labor rate of the competitor. JAC have the audit and final approval rights on warranty; have the right to request service provider to provide complete and true information on warranty vehicles. If the information provided is not complete or untrue or fails in meeting the approval conditions, JAC has the right to reject the payment. Meanwhile, JAC have the ownership of the claimed replaced parts during the parts keeping period and have the right to require service provider to return claimed replaced parts.

Without the written permission of JAC, service provider cannot disclose the warranty information, technical document and JAC product quality defect to any third party. Service provider should carry and finish proactive service according to Technical Notice issued by JAC within the specified time, and shall set up call center, 24 hours hot line service and carry customer satisfaction survey regularly according to JAC’s requirement.

According to "spare parts distribution agreement", in order to ensure the availability of spare parts for service, a spare parts market survey, forecast and a sufficient and reasonable stock shall be done by the distributor. The distributor must ensure to sell genuine parts purchased from JAC and has the obligation to maintain JAC brand image. The distributor shall make out reasonable and stable prices for JAC spare parts according to local consumption level. The retail parts price of the distributor should be in accordance with the requirements of JAC and get JAC’s permission. The distributor shall not sell spare parts outside authorized area without JAC's permission

Section 3 Distributor service capability evaluation 1. Purpose

In order to evaluate distributor service work performance, analyze the advantages and disadvantages of distributor service works, provide basis information for evaluation of annual outstanding distributors, JAC makes distributor service capability evaluation standard. JAC will evaluate distributor service capability every year according to this standard. The result will serve as an important factor for JAC distributor selection and elimination.

2. Introduction

The content of distributor service evaluation standard has 4 aspects: service management, parts management, technical support, quality management. The evaluation indicators are: Qualified staff rate, Customer complaint rate, In-time deliveries rate, Customer loss rate, Fixed rate at first visit, Service radius achieved rate, Genuine parts market share, Covering rate of parts, Claim accuracy rate, Proactive service achieved rate and Replaced parts accuracy rate.

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3. Service capability evaluation procedure

JAC will evaluate distributor service capability according to the standard in the end of every year. During the evaluation, JAC will collect evaluation materials firstly. After that, JAC will evaluate distributor service capability according to the collected materials. JAC will send the evaluate result to distributor to confirm. If distributor has some objections to the result, the distributor should provide proof materials to explain. Then JAC will make service capability improvement plan together with the distributor. JAC will evaluate distributor service capability in the end of next year to check the improvement in service.

4. The service capability evaluation standard：（Appendix 1-1）

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Appendix 1-1：Service capability evaluation standard

Evaluation	Calculate formula	Score	Data sources	Evaluation method
element

Qualified	Quantity of qualified key		JAC online	Each 1 less minus 2 points;
	positions / key	8		Key positions: service manager, parts manager
staff rate			training system
	positions			and warranty manager

Customer			JAC website	［0‰,8‰］8 points,（8‰,10‰］6 points,
	Quantity of complaint		Distributors
complaint		8
	orders / vehicles UIN		hot-line system	（10‰,12‰］4 points,（12‰,1000‰］0 分
rate
			Sales volume

In-time	1-(quantity of late		Service centers
	delivery repair orders /			Average of the scores which all the service
deliveries		10	evaluation
	total quantity of repair			centers get in this item
rate			information
	orders)

	1-(quantity of VIN
	coming for service		Service centers
Customer	again in next 12 months			Average of the scores which all the service
		8	evaluation
loss rate	/ quantity of VIN coming			centers get in this item
			information
	for service in 12

	months)
	1-(quantity of VIN of		Service centers
Fixed rate at	repeat failure in 30			Average of the scores which all the service
		10	evaluation
first visit	days/ total quantity of			centers get in this item
			information
	VIN)

Service	Quantity of service
	centers whose service		Service	［90%,100%］10 points,［75%,90%) 8 points,
radius
	radius is qualified /	10	networks
achieved				［60%,75%) 6 points,［0%,60%］4 points.
	quantity of all the		statistics
rate
	service centers

Genuine	Parts purchase amount		Parts purchase	［80%,100%］10 points,［70%,80%) 8 points,
			information
parts market	/ theoretical parts	10
			vehicles sales	［60%,70%) 6 points,［0%,60%］4 points.
share	purchase amount
			information


Covering	Purchased parts			［80%,100%］10 points,［70%,80%) 8 points,
	varieties / available	10	Parts storage list
rate of parts				［60%,70%) 6 points,［0%,60%］4 points.
	parts varieties

Claim	Quantity of the claims			［95%,100%］8 points,［90%,95%) 6 points,
	which is approved the
accuracy		8	DMS
	first time / quantity of all			［80%,90%) 4 points,［0%,80%］2 points.
rate
	the claims

Proactive	Quantity of vehicles
	which has finished			［80%,100%］10 points,［60%,80%) 8 points,
service
	proactive service /	10	DMS
achieved				［40%,60%) 6 points,［0%,40%］2 points.
	quantity of vehicles in
rate
	the service list

Replaced	The amount of accurate			［95%,100%］8 points,［90%,95%) 6 points,
parts	replaced parts / the	8	Replaced parts
accuracy	amount of replaced		audit record	［80%,90%) 4 points,［0%,80%］2 points.

rate	parts in the audit list

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Chapter II Service network planning

Section 1 Network development principle

JAC develops service networks according to principles of “1+N” in international market. The network development principle “1+N” consist of 3 levels: region, country, city. The development principles of each level are different. In the regions such as middle east region and north Africa region, “1+N” means one flagship service distributor plus N distributors. In the countries, “1+N” means one star service center plus N service centers. In the cities, “1+N” means one service center plus N repair shops.

At the level of regions, JAC will firstly focus on supporting a distributor which has more potential than others, enhance distributor service capabilities in accordance with the JAC standards, train to be a regional flagship service distributor. JAC will give priority to regional flagship service distributor when setting up regional spare parts center or regional training center. JAC will organize other distributors in the region to carry out service training and other activities in the flagship service distributor. Other dealers can learn a full range of knowledge content such as service management, network management, spare parts and training from the flagship service distributor so as to enhance overall service capacity and level of all distributors in the region.

At the level of countries, JAC and the distributor will choose a service center which has more potential than others to develop to be a star service center. In principle, JAC only choose the distributor-owned service center, construct and evaluate it in full accordance with JAC standard to be a JAC star service center. Meanwhile, the star service center should have a function of secondary service network training. The other secondary service network could learn from the star service center and enhance its service capabilities.

At the level of cities, according to area vehicle in operation, set up 1 service center and properly develop some repair shops to complement it. In principle, JAC service center should have all the functions of vehicle repair (functions could be properly adjusted according to the distance between service center and service center). Some overhaul problems such as engine repairing, sheet-metal working, painting can be repaired in JAC service center, maintenance and quick repair can be done in JAC repair shop. So end user will be provided with most efficient service.

JAC will stick to the network development principle “1+N” for long which includes 3 levels. For some special country or area, the principle could be properly adjusted according to local situation. For example, in some countries, after-sales service business can fully commissioned by third-party company, so “1+N” means one star service center plus some commissioned service center.

Service center VI requirements of each star are different. Please refer to the "VI manual" for detailed information

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Section 2 Service network layout 1. Influence Factor

After sales’ service center layout should comply with market rules & local city planning, Where be appropriate to set up the service center is to be mainly depend on the choice of local dealer. In general, the quantity layout of downtown service center is tending to be less, but the margin of downtown displays circular distribution.

1) City planning, city spatial structure changes directly guide the layout trend of vehicle service center

The automobile customer service center is a service industry, and its existing depends on local demand of the JAC brand car service. The end user residence area and daily activity space directly affects the vehicle network layout. Besides, Regional urban planning area running as city development orientation is also an important factor to make influence on the layout of vehicle service center. So vehicle service center should be aligned with the direction of city development to make accordingly layout.

2)JAC vehicle possessing capacity, car maintenance volume provides basic analysis data for service center layout

JAC regional vehicle possessing capacity, characteristics of various models, regional distribution of users in the city and user usage characteristics should be taken as primary consideration factors. From the specific indicators, car regular maintenance, breakdown maintenance, traffic accidents and other maintenance volume provide planning data on quantity index of service center development. Based on understanding and mastering historical data to do scientific and reasonable forecast, can make service center development goals.

3)Residents living area, road structure is the key factor of passenger car service center location defined

The distribution of passenger car service centers show obvious concentration trend with residents living area. It displays along the main road distribution characteristic. The residents living area changing and with the support of city road construction promote car ownership and usage. And the commercial vehicle space is the key layout of commercial vehicle car service network location factors. But commercial vehicle space is the key consideration elements of commercial vehicle service center layout, along with commercial daily usage route to design service center location. Around automobile activity space to provide car service, is the inevitable choice of the market.

4)Local relevant to automobile service policy and regulations guide on the market development

Distributors need to focus on local automobile industry and improve the policy of the automobile after sales service, and make response to related laws and regulations. Such as the automotive service market planning, vehicle emissions, car scrapping regulations and old vehicle transaction policy all have the direct or indirect impact on after sales service network.

5)Environmental protection is an important restriction factor to the layout of service center

Environmental protection related to the protection of the atmospheric environment, water

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source protection, residents living noise pollution control, city greening, ecological environment protection, every aspect requirements should be corresponding with automobile maintenance service. After sales service center of dealer should take the responsibility of environmental protection, comply with local regulations, planning and requirements upon environmental protection, to achieve sustainable development.

In addition, vehicle service center planning is a comprehensive, complex work. During layout planning should reflect the first principles of "people-oriented”, meet customer maintenance demand, save resources, protect the environment, and comply with local laws and regulations to promote the healthy development of regional automobile service industry.

2．Layout principle

1) Unified planning and construction separately

The overseas distribution of JAC products is widely, but different market regions have different automotive industry development level and are being in different stages. Part of the market exists lack of service center supporting construction, maintenance services non-standardized, service quality not high and other problems, So JAC requires all the dealer reference JAC standard to unify service pack and service process, and according to different levels of marketing status construct different after sales service center.

2) Service capacity and regional unity

The service capability of each service center must fully meet the requirement of car possessing capacity and maintenance volume in the area. Aiming at specific market, need to analysis the type of service center and service center covered region to realize proper redistribution of the service center. Neither too dense of service center layout and over maintenance capacity phenomenon, nor has repair service vacuum ", then unable to meet the maintenance request from users.

3) Meet market development requirement

The layout of service center needs to analyze the development plan of vehicle sales market, according to expected sales forecast the potential maintenance demand in the next three to five years and make advanced planning, properly adjust the structure and layout of service center to avoid service center not to meet the rapid growth of the maintenance requirements because of having limited capacity.

In general, service centers need to manage by market-oriented and reasonable layout . JAC service center layout is to allocation with ‘1+N’ service center concept ,be better to adopt the decentralized and centralized method to make large service central concentrated , complete mainly automobile repair work; small and medium service shops display scattered, mainly complete the maintenance, service . meanwhile small and medium service should be as close as possible to the end user vehicle use area.

3. Service radius

Service radius means the furthest distance in which the service center can provide maintenance service. The service radius can be intuitively and accurately reflect the service radiation range, area coverage of each service center, and provide data support

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for service network layout or optimization.

3.1 Definition

Service radius: the furthest service distance in service center’s service range, and there is not another service center can provide service.

Area service radius: the average service radius of all the service centers in the area.

Country service radius: the average service radius of all the service centers in the country. 3.2 Calculate

1) Mark all the service centers in the map;

2)Link the service center we need to calculate and another 2 adjacent service centers to be an acute triangle, make sure there is no service center in the triangle, mark the center of excircle of the triangle O1.

3)Rotate anticlockwise, continually link with 2 adjacent service centers to be some acute triangles, make all the centers of the excircles O2,O3…On.

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4)If the service center is at the edge of the area, find the point Ox which are the same distance to another service center.

5) Link all the points O1,O2,…Ox, we can see the service range of the service center.

6) Draw the excircle of the service range, the radius of the circle R is service radius.

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3.3 Reference values

Service radius of passenger service center:

City	Vehicles in operation: Q	Service radius: R（Km）

A	Q＞1000	R≤50
B	1000≥Q≥500	R≤100
C	Q＜500	R≤150

Service radius of light duty truck service center:

City	Vehicles in operation: Q	Service radius: R（Km）
A	Q＞1000	R≤100
B	1000≥Q≥500	R≤150
C	Q＜500	R≤200

Service radius of heavy duty truck service center:

City	Vehicles in operation: Q	Service radius: R（Km）
A	Q＞500	R≤100
B	500≥Q≥200	R≤150
C	Q＜200	R≤200

Section 3 Service network development

By analyzing the distribution and operation of service networks, we can find the short board of service capability, make corresponding improvement and optimization solution, thereby improving the operation of overall service networks.

1. Service network distribution

In order to know the distribution of service networks, we need to systematically sort out all the service network information, including: city, star level, vehicle models, service radius (maximum service radius, average service radius)

Star service center:

We can easily know the service capability and level by star level, so we need to investigate hardware facilities and service capabilities of all the service networks in the area, and concentrate on the construction of the star service flagship center according to “1+N” service networks development principle. The star service flagship center should

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provide training service for other service centers, other service centers can learn from the service flagship center and enhance service capability and level.

Service radius:

By collecting service radius, we can tell which area has more service centers and small service radius, which area has no service center or big service radius. For the service center with small service radius, end-users spend less time on the way, improve the convenience for end-uses. But more service centers may lead to less customers for each service center or bad operation. We need to focus on the operation and service quality of the service centers. For the service center with big service radius, we should consider the distribution of customers in the area to decide whether it is necessary to set up new service center to shorten service radius.

2. Service network operation indicator

On the basis of good operation, service center can provide better service for end-users. We need to focus on the key operational indicators, balance the business of all the service centers and form a service network system “zero distance” with end-users.

The operational indicators are as follows:

Cumulative sales: vehicles in operation

Service center’s operation depend on the quantity of coming cars in a large part, so vehicles in operation is important for making annual goal. Vehicles in operation increase gradually after car sold, but due to some car achieve service life after using several years, vehicles in operation will descend as some of them not in use for accidents or resale to other areas. Therefore, regional vehicles in operation are equal to new car sales multiplied by old retention rate.

Retention rate refers to the probability of cars still in use after sold. Retention rate vary from different markets, such as the customer used to long distance drive or the high accident rate will decrease cars’ service life, then the retention rate decreases either.

Retention rate reference:

Car age	0	1	2	3	4	5	6	7	8	9	10

Retention rate	100%	98%	95%	90%	80%	70%	60%	45%	30%	10%	0%

Customer total quantity: number of the customers who visit service center in the past 24

months

Customer total quantity represents customer base data of service center. By comparing with cumulative sales, we can see how many customers have been completely lost, and it reflects service level of service center.

Customer quantity: number of the customers who visit service center in the past 12

months

Customer quantity reflects customer retention of service center. By comparing with customer total quantity, we can find out how many customers choose another way to maintain his vehicle. Constantly follow the change of customer quantity, we will know whether the service center can retain customer or not so as to make improvement plan.

Customer loss rate: the ratio of lost customer number (customer total quantity minus customer quantity) to customer total quantity

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Theoretical data reveal that customers need to go to service center 2-4 times a year for maintenance service. Customer has not been to service center for 12 months indicate that customer has selected another workshop when needing maintenance service. Service centers need to carefully analyze the customer loss rate, and develop appropriate measures to reduce the loss of customers.

Monthly production value

Monthly production value reflects the scale of operation of the service network, theoretically is proportional to cumulative sales and is an important concern indicators.

The ratio of total sales to monthly production value

The increasing vehicle sales will increase monthly production value of service centers, but the loss of customers will lead to a sharp decline in monthly production value. Improve the quality of operations; focus on customer satisfaction indicators will reduce customer loss rate. So the ratio of sales and production value will be gradually reduced with the improvement of operational quality. It is an important concern indicators of service center operation.

3. Service network improvement

Take a market for an example, firstly sort out all the service centers in the region, measure the service radius of each service centers according to service radius measurement method, compare service radius to the standard;

Then collect each service center's name, star level, service radius, cumulative sales, customer total quantity, customer quantity and monthly production value, fill in the following form;

Service centers information:

S/N	Service	Star	Score	Service	Cumulati	Total	Custome	Monthly
S/N	center	level	Score	radius	ve sales	quantity	r quantity	value
	center	level		radius	ve sales	quantity	r quantity	value
1	one	Four	78	88	4213	3507	2135	376600

2	two	TWO	53	180	1743	1020	425	53800

3	three	Three	65	109	2820	2633	1411	258300

4	...	...	...	...	...	...	...	...

5

Summarize all the information of service centers in the following form: (update every quarter)

Service centers

Number	Maximum		Average	Star
	radius		radius	centers

5	180		110	3
	Operation
Cumulative sales			12523
Customer total quantity			8564
Customer quantity			5788
		12

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Customer loss rate	32.4%
Monthly production value	1119430

1.service network construction

Reasonable service network distribution, appropriate service radius is the goal of service network construction. We need combine the cumulative sales, estimate sales, service need which current service centers can meet, customer distribution and service radius, analyze the need to build a new service center and the scale. If it is necessary to build, we start to build new service center according to JAC star service center construction standard; if not, we can authorize some social quick repair shop as supplement. In principle star service center requires all the functions of vehicle maintenance (can be adjusted according to the distance with star service flagship center). Engine, sheet metal, painting and other overhaul problems can be fixed in star service center, maintenance and quick repair can be repaired in quick repair shop. So end-users will get prompt and efficient service.

Service Network development procedure:

1) Application

According to JAC vehicles in operation, JAC can request the distributor or contact service provider to develop new service network. The distributor or service provider fills <Application for Construction of Service Center (Station)>, and sends to JAC.

2) Study

JAC will check the application in accordance with the service network plan. If it complies with JAC service network planning, JAC will arrange personnel to check on site to confirm the authenticity of the application materials and the local market environment and provide study result. If the service network application does not comply with JAC service net planning, JAC will reject the application.

3) Examination

If JAC agree the application, JAC will sign <JAC service center (station), construction and management agreement>with distributor or service provider.

4) Construction

After signing the agreement, distributor or services provider will construct the service center (station) in accordance with the "JAC service center (station) construction standard". If need support or help from JAC during the construction, both sides will coordinate to solve the problem.

5) Acceptance

When the construction is finished, JAC service representative will evaluate the service center on spot in accordance with 《 International Distributor Star Service Center Evaluation Standard》and make a evaluation report.

6) Authorization

JAC will give the authorization according to the evaluation report. Distributor or service provider could start the business based on specific condition.

Service network revocation procedure:

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1)JAC staff fill in 《JAC service network revocation application》, communicate with the distributor and reach an agreement about revocation,

2)JAC shall finish service cost settlement, old parts and other problem processing,

3)JAC staff takes back technical data, documents, professional maintenance tools, equipment, authorization card offered by JAC, etc.

2. Service network upgrade

With the growth of sales, after-sales service market demand is gradually improved. In order to fully meet the end-user maintenance needs, we can upgrade service capacity on the basis of existing service network. For the service center with no star level, make evaluation in accordance with star service center evaluation standard to determine the score and star level. For the service center with star level, check hardware facilities to see which need to be added; combine with star rating scores, select the lower score to analyze, improve the operation and management level of the service shop; analyze the customer's wastage rate and the growth rate of monthly output value, combine with the customer satisfaction analysis result and formulate an effective improvement plan to implement.

For the detailed information of service center operation, please refer to <star service center operation manual>.

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Chapter III Quality Management

Section 1 PDI 1、Purpose

PDI is pre-delivery inspection. Though the quality management is included during and after production, we still can’t assure the vehicle arrives at overseas distributor site without any problem. There are lot of places or aspects between factory and overseas distributor which can lead to vehicle damage. To make sure the end user receive a nice vehicle, we need to make PDI.

2、Scope

For the vehicles arriving at the port, distributor can make PDI after vehicle custom clearance. After vehicle arrives at its sub-dealer, dealer should make PDI before delivery to end user.

3、Principle of PDI

3.1.PDI after custom clearance is mainly on appearance inspection. If it’s not possible, distributor can arrange PDI when vehicle arrives at headquarter or sub-dealer.

3.2.PDI at sales showroom should be completed with vehicle adjustment and clean so that vehicle can be delivered completely at one time later.

3.3.Distributor and sub-dealer should set PDI area and equip relative tools or equipment.

3.4.To avoid end user seeing defect vehicle which may affect vehicle sales, you shouldn’t let end users see the PDI.

3.5.The problems found in PDI should be submitted in DMS as required.

4、PDI table

Please see appendix 3-1

Section 2 Stock management 1、Purpose

The vehicle certainly will have stock period before sales. To guarantee the delivered vehicle quality, distributor has obligation to keep and maintain stock vehicle in a good condition. JAC made following principles as stock vehicle maintenance guideline.

2、Principle of stock vehicle management 2.1. Stock area

2.1.1.Generally, the vehicle should be stocked in clean room, warehouse or big shed.

2.1.2.If you cannot guarantee a cleanly stock area, please make sure following conditions：

Vehicle should be stocked in the area without making paint coat suffer from factory smoke, metal powder, acid rain, sea wind, bird shit or other pollutants.

There should be drainage facilities on the ground in the stock place and necessary decoration is also required. Stocking directly on soil ground is not allowed.

2.2. Checking item upon receiving vehicle

Check if there are any deform, damage, rust or color change on visible parts.

Check if there are any deform, damage or changes in electroplate, shaping position and rubbers.

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2.3. Periodically checking is required in stock period.

Checking following items based on regional environment, climate and management features ：

2.3.1. Appearance

if there are any deform, damage or changes in visible parts, electroplate, shaping position and rubbers.

2.3.2.Performance Engine start performance Brake performance

Oil, coolant and other liquid level checking

2.3.3.Battery maintenance

Normal battery→ periodically charging is required and keep it at rated voltage. Maintenance for battery in vehicle→ dismantles battery negative wire.

2.3.4. Tire maintenance

To avoid tire deformation, we suggest that keep tire at high pressure condition (20%—30% higher than rated)

If in long time stock, please turn the tire periodically so that the surface of tire which contacts with ground changed periodically.

Check if there is damage or crack of tire. 2.3.5. Checking painted components

Protect the painted components from sunshine which may lead to deform or discolor. 2.3.6. Engine internal anti-rust protect

Start engine and keep running at idle speed for several minutes periodically.

3、Stock vehicle checking record: Attachment 3-2

Please follow “new vehicle storage management guideline” to manage stock vehicle and make records.

Section 3 Quality information feedback 1、Purpose

To make sure the exactly, timely, completely quality information sent to JAC for product improvement and enhance customer satisfactory level, JAC sets this quality feedback procedures.

2、Classification of quality information

2.1Level A (important information): It means the fatal or massive quality problem which can seriously affect product operation. Such as the product couldn’t meet country or industrial compulsory standard or regulations, vehicle out of control, fire accident or others which lead to death or huge wealth loss, CBU performance or key components failure, repeatedly same failure which make customer strong complaint.

2.2Level B (ordinary information): It means the quality problem partially affected product performance or failure. The key quality information from customer complaint which involves performance decline CBU or key components from key market or new model launch period.

2.3Level C (minor information): It means the quality problem slightly affected product

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performance, not key components failure, not safety related problem, not affect vehicle basic function.

3、 Quality information feedback procedure

3.1.Important quality information should be sent to JAC in format of 《JAC international quality report form》(QRF) or DMS feedback module. JAC will analyze it timely and send back the result to distributor.

3.1.1 Important quality information includes:

 Important or safety related quality problem or potential risk. Such as engine damaged seriously, components crack, brake failure, chassis components crack, body (chassis) structure deformed or loose, wire or executive components overheat….etc.

 vehicle in fire  airbag problem

 accident vehicle (customer complaint)

3.1.2 Requirement on important quality information feedback

If important quality problem found, you must feedback to JAC immediately in 24 hours.

If important quality problem found, you must feedback to JAC International customer service department by email immediately with 《JAC international quality report form》. The feedback of important quality information must be fast, exactly, detailed.

The photo, video or sound documents should be clearly and exactly.

3.2.《JAC international quality report form》 please see appendix 3-3

4.Quality analysis tools

When distributor collects the quality information from sub-dealers, quality analysis also is required. The target of quality information analysis is to find the key and important problem and feed back to JAC in order to improve product quality. JAC proposes using CQI and PPM to analyze quality information.

4.1. CQI definition: C (cost) x Q (quantity of failure) x I (image of severity). Score of each item from 1 to 10. CQI score is the product of C x Q x I. It means CQI highest score is 1000.

C	Q	I	CQI total score

10	10	10	1000

4.2. CQI score principle 4.2.1. Cost

(Set failure module and result analysis)estimation and analysis based on failure cost

cost defined in 10 grades-warranty cost	cost rank	rating

	1	10

Rating index is the highest if cost rank is	2	9
highest.	3	8
	3	8

	4	7

	17

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	5	6

	6	5

	7	4

	8	3

	9	2

	10	1

4.2.2. Quantity of failure

(Set failure module and result analysis)estimation and analysis based on failure frequency

failure possibility	failure rate	rating

Very high: continuously failure	≥ 10%	10

	≥ 5%	9
	≥ 5%	9

High: frequent failure	≥ 2%	8

	≥ 1%	7
	≥ 1%	7

	≥ 0.5%	6
Middle: occasionally failure
Middle: occasionally failure	≥ 0.2%	5

	≥ 0.1%	4

Low: few cases failure	≥ 0.05%	3

	≥ 0.01%	2
	≥ 0.01%	2

Marginal: rare failure	≥ 0.001%	1

4.2.3. Image

		rat
image		in			safety risk rating reference
image	classification standard(result)	g
degree	classification standard(result)	g
degree			recognition of parts			definition of product
			recognition of parts			definition of product
				importance		quality features
serious	When a potential failure		key		1、		The features
and not	module affects the safety or		item		components	key	that will affect
identified	non-compliance with local	10	s(saf		on steering 2、	featur	safety(safety
in	regulation, but not identified,		ety		components	es(sa	risk which may
advance	the result rating is very high.		item)		on brake 3、	fety	lead to death,
serious	When a potential failure				components	featur	vehicle out of
but	module affects the safety or	9			related to	es)	control, fire,
identified	non-compliance with local				anti-fire 4、		the serious
		18

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in	regulation, but identified, the			components		damage to
advance	result rating is very high.			related to		environment…
				collision		etc) or
				protect 5、		regulation(com
				Components		pulsory
				required in		standard)
				homologation		compliance
very high	vehicle cannot running	8				Product quality
	Vehicle can run, but customer					features that
	has strong complaint due to					will affect
high	huge influence on vehicle	7				vehicle driving
	running performance or visible					performance
	appearance influence.			With		(power,
				important		reliable,
			impo	features, but		economy) or
			rtant	exclude key	impor	body and
			item	features	tance	interior
	Vehicle can run, but affect		s	assembly		(visible)
a little bit	driving performance , visible	6		components		appearance
high	appearance defect or the one	6		or parts		directly, or the
high	appearance defect or the one			or parts		directly, or the
	customer complaint					features
						customer
						concerns most
						or special
						required.
	Vehicle can run, but parts
	failure not related vehicle
middle	driving performance , visible	5
	appearance defect or the one
	customer complaint
	Vehicle can run, but parts (not			Parts or		Product
	related vehicle driving		ordin	components	ordin	Product
	related vehicle driving		ordin	components	ordin	features
a little bit	performance) performance		ary	do not have	ary	features
a little bit	performance) performance	4	ary	do not have	ary	except key and
low	decline , invisible appearance	4	item	safety or	featur	except key and
low	decline , invisible appearance		item	safety or	featur	important
	defect or the one customer		s	important	es	important
	defect or the one customer		s	important	es	features
	complaint			features		features
	complaint			features
	Each part components
	performance decline which
low	affect customer feeling. Failure	3
	found by more than 75%
	customer.

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	Each part components
	performance decline which
very low	affect customer feeling. Failure	2
	found by more than 50%
	customer.
	Each part components
	performance decline which
rarely low	affect customer feeling. Failure	1
	found by more than 25%
	customer.

4.3. CQI score summary table

JAC also analyze the overseas’ quality feedback based on CQI measures. According to CQI score table, the scores over 400 will be defined as high frequency quality problem and improved accordingly. Due to data volume differences, JAC’s conclusion of important quality problem may be different with each distributor’s. JAC will take whole overseas market data as analysis basic data.

4.4. PPM: Parts Per Million means failure rate in every million samples.

With improvement of product quality and increase of customer requirement, using percentage to show failure products can’t meet the demand of quality control day by day. To draw adequate attention on quality situation of failure products, we use PPM as quality analysis tool which means PPM tool is important tool for quality control.

PPM formula: PPM=certain failure quantity/ related vehicle quantity in market*1000000

PPM application: Distributor collects all quality problems of the market and then finds PPM value of each problem. Analyze the quality problem importance according to PPM value rank. Then feed back to JAC and follow up based on the importance of the quality problem.

4.5 other quality analysis tools

With the development of auto industry, more attention is paid to vehicle quality such as new vehicle quality performance, vehicle durability performance. We need new quality analysis tools (MIS, R1000, IPTV) to evaluate them.

MIS: months in service, means time period after vehicle was sold, like 3MIS, 6MIS, 12MIS, 24MIS, 36MIS, etc.

R1000: repair frequency in 1000 vehicles

IPTV: incidents per thousand vehicles

For example: IPTV@12MIS means after-sales repair data in 1000 vehicles during 12 months from the date those vehicles were sold.

These indicators could reflect the whole quality performance of vehicles in any time period.

Section 4 Quality improvement 1、 Purpose

With help of quality analysis tools to find the key and important quality information, JAC will involve this quality information to quality improvement process based on correct

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quality information feedback.

2、 Definition

Quality improvement is the countermeasure to improve JAC product quality. Quality improvement is the way to eliminate product general problems and enhance current product quality level.

3. Quality improvement method

3.1. Improve after feedback from market

When distributor received quality information from market, he should feed back to JAC according to JAC quality feedback process. When JAC received quality problem, he will analyze the importance of the quality problem by quality analysis tools and involve the key and important problems to JAC quality improvement process in order to complete quality improvement.

3.2. Improve after JAC found problems initially

During production, there are strict quality control procedures. In quality control, production, product test, they may find some problems. JAC also will involve such problems to quality improvement and complete improvement accordingly.

4. Technical Information

Refer to JAC initially found problems, there may be some vehicle delivered to market before improvement. Based on quality improvement importance, JAC will give Repair Guidance or service bulletin to distributor for market service.

Repair Guidance: after normal quality improvement, it rarely affects the using of market vehicles, but has a bit influence on after sales service. Refer to such information, JAC will send quality information to distributor in English version in order to give a guideline on after sales service.

When distributor received technical information, he should translate it to local language and send to sub-dealer in order to give a guideline on after sales service.

5.Market Active Service

5.1.Technical Bulletin

Technical Bulletin: After JAC found the quality problems and need to do active service for market vehicle, JAC will give technical bulletin to distributors. Technical bulletin will tell the scope of market vehicle included in the active service (such as requirement of active service and vehicle VIN)

5.2.JAC obligation

5.2.1.When JAC finds the quality problems related to safety, driving and so on, he will publish English version technical bulletin to his distributors.

5.2.2.JAC will send parts of active service for free.

5.2.3.JAC will bear the labor cost of active service.

5.2.4.JAC reserves the right to check the completion of active service by his distributors.

5.3.Distributor obligation

5.2.1.After receive JAC technical bulletin, distributor should translate it to local language and send it to sub-dealer timely.

5.2.2.Distributor should follow the requirement of JAC technical bulletin and finish the active service in time.

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5.2.3.For active service, distributor must give help to JAC to complete the service if meet difficulty.

5.4. Process of active service

5.4.1.When JAC find the quality problem and confirm to do active service, JAC will publish English version technical bulletin in DMS and email to notify distributor. Technical bulletin will define the service to be active service or inactive service. Active service will define the time requirement.

5.4.2.For active service, JAC will send relative parts to market timely. For inactive service, JAC will define how to provide parts based on different cases.

5.4.3.Distributor should follow the parts arriving condition and make custom clearance

timely.

5.4.4.After receive JAC technical bulletin, distributor should collect the customer information and location of these vehicles which included in technical bulletin in 2 working days.

5.4.5.After receive JAC technical bulletin, distributor should translate it and send it to sub-dealer in 3 working days according to vehicle location.

5.4.5.After custom clearance for parts, distributor should send them to sub-dealer timely.

5.4.6.When active service starts, distributor should submit the status of completion in DMS every week.

5.4.7.After active service finished, JAC will settle the cost in DMS based on the submission of completion by distributor.

5.4.8.JAC will check the completion of active service and inform the result to distributor.

5.4.9.Technical Bulletin sample: see appendix 3-4

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Attachment 3-1 PDI Inspection Form—commercial vehicle


Date：	Vehicle Model：					Chassis No.：

Owner Name：		Engine No.：			\
To the Inspection Items Marked as：√= Eligible			×= Abnormal	□=No Items

A.Carefully check special requirement of sales

contract.

B Appearance checking

1.□cabin（color difference、 scratch、crack）

2.□cargo body（color difference、scratch、crack）

3.□assembly tolerance of cargo body and cabin

4.□front windshield and rear window glass checking

5.□ check rear-view mirror

6.□check left/right head lamp

7.□check front bumper

8.□check front veil

9.□check JAC logo

C. tilt the cabin

10.□check cabin lock mechanism

11.□check cabin tilt and support mechanism

12.□check engine appearance （leakage, rust）

13.□check oil level

14.□check muffler rear open(if there is oil)

15.□check power steering oil （oil level, leakage）

16.□check engine belt（fan belt、 A/C belt、air compressor belt、power steering belt）

17.□check clearance between fan and radiator

18.□check water level of radiator

19.□check if there is any interface of radiator hose

20.□check steering column(interface, bolt tightened)

21.□check power steering oil pipe(oil leakage, interface)

22.□check brake pipeline（air leakage, oil leakage, interface）

23.□check gear select and shift cable（interface）

24.□check drag rod(interface, joint tightened mark)

25.□check front suspension bolt

26.□front U bolt pre-tightened mark

27.□check front shock absorber (assemble, oil leakage, interface)

28.□check alternator, starter bolt

29.□check air inlet pipeline(assembly, interface)

30.□check exhaust pipeline(assembly, interface)

31.□check injection pump and pipeline(fuel leakage)

32.□check if radiator touch

cabin

D put down the cabin and check inside

33.□check cabin inner and outer decoration rubber.

34.□check interior(surface scratch、assembly tolerance)

35.□check dashboard(surface scratch)

36.□check seat（seat adjust function）

37.□check safety belt

38.□check cluster assembly tolerance

39.□check combination switch assembly tolerance

40.□check A/C, radio, ash tray assembly tolerance

41.□check passenger side fuse box(English instruction)

42.□check roof window

43.□check all doors open function（noise、interface、 assembly）

44.□check all door glass regulator（stag、 low-response）

45.□check cabin carpet, ash tray(any soil, rubbish)

E start engine(make sure gear box at neutral position)

46.□engine start performance

47.□turn on all lights(front, rear and alarm)

48.□check cluster all indicators and reading

49.□turn on A/C and check wind of each switch.

50.□turn on radio

51.□check wiper performance

52.□engine idle speed condition(noise)

53.□hand accelerator performance

54.□check clutch performance(oil leakage, release and engage)

55.□check exhaust pipe and muffler(air leakage, noise)

56.□check air drier and discharge valve

57.□check exhaust brake

58.□check horn

59.□check accelerator pedal(return response, Interface)

60.□check brake master cylinder(air or oil leakage)

61.□check gear box and clutch(noise)

62.□check air filter(leakage)

63.□check air inlet pipe joint with air filter(wrong position)

64.□check brake pipeline

(leakage, interface)

F turn off engine, check chassis

65.□check steering gearbox(oil leakage ,tightened)

66.□check gear box(rust, oil leakage)

67.□check clutch cylinder(leakage)

68.□check drive shaft(rust, balance block, key direction)

69.□drive shaft connecting bolt(tightened mark)

70.□check odometer cable

71.□check battery(connecting wire, leakage)

72.□check fuel tank and lock(open,leakage,rust0

73.□check air tank(rust, leakage)

74.□check rear shock absorber (assembly,

leakage ,interface)

75.□check rear axle (differential, axle shaft, rust, oil leakage)

76.□check rear suspension bolts.

77.□check rear U bolt(tightened mark)

78.□check front and rear tire bolt(tighten mark)

79.□check tire(scratch, pressure)

80.□check spare tire and rear bumper(interface)

81.□check side guard(assembly, interface, rust)

82.□check cargo body(scratch, rust)

83.□check cargo body U bolt, connecting board(interface ,tightened)

84.□check cargo body support wood

85.□check wiring harness(direction, layout)

86.□check wheel rim(rust)

G modified section

87.□check PTO(leakage, noise)

88.□check hydraulic cylinder(oil level, leakage)

89.□check hydraulic pipeline(leakage)

90.□check hydraulic control mechanism(easy control)

91.□check cargo body(surface color difference、seal、rust, assembly）

92.□check cargo body interior(color difference ,assembly）

93.□cargo body interior and exterior lights（water）

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PDI Inspection Form—passenger car


Date：	Vehicle Model：					Chassis No.：

Owner Name：		Engine No.：			\
To the Inspection Items Marked as：√= Eligible			×= Abnormal	□=No Items

Appearance and interior

Inspection：

1.□Interior and Appearance defects

2.□Painting, Plating parts and interior decoration

3.□Goods, instruments, spare tire, jack, Owner manual, warranty manual and keys with the vehicle

Assemble the protecting parts, disassemble the wheel dust-proof and body protective film.

Engine Inspection：

4.□Engine cover lock and hinges

5.□Battery electrodes

6.□Electrolyte level

7.□Main earth line

8.□Main fuse and spare fuses

9.□ Brake liquid and oil-short alarm lamp( including ABS)

10.□ The liquid level of the

hydraulic clutch 11.□The oil level of the engine 12.□Coolant level and quality

13.□Assisted steering liquid level

14.□A/T oil level．

15.□Window washer liquid level

16.□ The degree of tightness of the drive belts(Assisted

steering, alternator, compressor )

17.□ Accelerograph control

cable( A/T control cable)

Close the Engine Cover

Operation and Control

Inspection：

18. □ The highness and free clearance of the clutch pedal

19. □ The highness and free clearance of the brake pedal

20.□Accelerograph pedal

21.□ Check to the cab fuse and spare fuse.

Turn the ignition switch to the location Ⅰ

22.□Radio adjustment

23.□Radio/Video/CD player and electric antenna

Turn the ignition switch to the location Ⅱ

24.□ The check of all the alarm light, ABS, parking brake, oil pressure/ liquid level, alternator, brake fault, SRS, AT gears shifting display, chock blade

25.□AT start protector

Start Engine

Inspection：

26. □ Work conditions and the corresponding alarm light of the Battery and starter

27.□Idle speed

28.□Work conditions of front and rear washers

29.□Work conditions of the front and rear wipers

30.□ Indicator and automatic release

31.□Danger alarm light

32.□Sidelight and license light

33.□ Headlight and distance lamp

34.□Fog light switch

35.□ Brake light and reversing light

36.□ Instrument light and dimmer

37.□ Ashtray and glove box spotlight

38.□Horn

39.□Cigarette ignite

40.□Operation of the sunroof

41.□Rear defogger and indicator light

42.□ Performances of the A/C system in sifters (refrigeration, blower)

43.□Circulate switch

44.□ Electric windows, master console, doors switches, dividable control switches and automatic switches.

45.□Electric rear mirror

46.□ The enactment and inspection of clock

Turn off Engine

Inspection：					the leakage or damage of the
47.□Alarm light of “ not off”, turn					fuel hoses
it off to check					72.	□ Amounting		of	the
48.□Self-lock of steering wheel					suspension and bolts
49.□Adjustment of parking brake					73.□M/T oil level
49.□Adjustment of parking brake					74.□Oil level of the difference
50. □ Adjustment of the steering					74.□Oil level of the difference
50. □ Adjustment of the steering					75. □ Oil level of the rear
wheel angle					75. □ Oil level of the rear
51.□Sun visor					difference,4WD
52.□Rear mirror					Stop the vehicle
52.□Rear mirror					Inspection：
53. □ Center lock			and remote		Inspection：
53. □ Center lock			and remote		76. □ Confirm the torque of all
	control equipment				76. □ Confirm the torque of all
	control equipment				wheel nuts
54.□Inner spotlight( 3 position)					wheel nuts
54.□Inner spotlight( 3 position)					77.□Label of the tire pressure
55.□License light					77.□Label of the tire pressure
55.□License light					78. □ Tires pressure (including
56.□Front and rear seat belts					78. □ Tires pressure (including
56.□Front and rear seat belts						spare tire)
57.□Seat handles						spare tire)
57.□Seat handles					79.□Instrument and jack
58.	□ seat	backrest		angle,	79.□Instrument and jack
58.	□ seat	backrest		angle,	Driving test
	adjustment	of	seat	and	Driving test
	adjustment	of	seat	and	Inspection：
	headrest				Inspection：
	headrest				80.□Driving performance
59.	□ Open	of	the	trunk	80.□Driving performance
59.	□ Open	of	the	trunk	81.	□ Noise	from	inner,
	Cover( rear door)				81.	□ Noise	from	inner,
	Cover( rear door)					suspension and brake
60.□						suspension and brake
60.□					82.□Brake and parking brake
61.□Open of the filler cover and					82.□Brake and parking brake
61.□Open of the filler cover and					83. □ Steering wheel automatic
	fuel trademark				83. □ Steering wheel automatic
	fuel trademark				aligning
62.□Adjustment of rear sets					aligning
62.□Adjustment of rear sets					84. □ Liberation and position of
63. □Open and lock of the trunk					84. □ Liberation and position of
63. □Open and lock of the trunk					the steering wheel
Cover( rear door)					the steering wheel
Cover( rear door)					85. □ LA/T gears		shifting(		up,
Open all the doors					85. □ LA/T gears		shifting(		up,
Open all the doors					down shifting)
Inspection：					down shifting)
Inspection：					86. □ Reading of the odometer
64.□Door light					86. □ Reading of the odometer
64.□Door light					and cancel
65.□ Manual window					and cancel
65.□ Manual window					87.□
66.□Rear child safety door lock					87.□
66.□Rear child safety door lock					Final inspection
67.□Lubricating the lock/hinge					Final inspection
67.□Lubricating the lock/hinge					Inspection：
68. □ The assemble inspection					Inspection：
68. □ The assemble inspection					88.□
	arrangement		of	the	88.□
	arrangement		of	the	89.□Cooling fan
	dashboard and door				89.□Cooling fan
	dashboard and door				90.□Idle speed/ exhaust
69.□Close the door to check the					90.□Idle speed/ exhaust
69.□Close the door to check the					91.□Leakage of fuel, engine oil,
	assemble				91.□Leakage of fuel, engine oil,
	assemble				coolant and exhaust gas
70.	□ One-shot		close	down	coolant and exhaust gas
70.	□ One-shot		close	down	92.□ Performance of heat start
system					92.□ Performance of heat start
system					93. □ Check the ABS by ABS
Raise the vehicle					93. □ Check the ABS by ABS
Inspection：					inspector
71.□Bottom, engine and brake					94.□Watch window of coolant
71.□Bottom, engine and brake					Final Preparation
					Final Preparation
					95.□Clean the inner and outer
					96. □ Check if there is water in
						the inner including trunk

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Appendix 3-2: Stock vehicle checking table

seri

No.

vehi

cle mo del

chass is No.

date of

out

checkin	checkin	checkin	checkin	checkin	checkin
g date	g date	g date	g date	g date	g date

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Appendix 3-3: JAC INTERNATIONAL QUALITY REPORT FORM

JAC INTERNATIONAL QUALITY REPORT FORM

Country：	Date:		(Y/M/D)	Record No.：

Vehicle Information

Vehicle Model		Engine Model

VIN No.		Engine No.

Driving Distance (km)		Date of Sales

Date of Malfunction

Please describe the malfunctions in detail and attach the photos showing the part's defects

Causes Analysis:							Handling Measures& Actions Taken:
							Signature:			Date:
Replaced Part Name:			Part No.:			Qty’:			Source of Replaced Parts:




Use of Vehicle： Personal Use(		)		Business Use(				)
(Note: This is an requirement only for passenger cars. )
Road conditions：City Center( )			Suburban(		)			Mountainous Road(		)
Bumpy Road( )	Common Road(			)		Highway( )
Speed On Malfunction： Still at idle speed(				)			0～30KM/h( )
30KM～60KM/h( )	60KM～90KM/h( )			Over 90KM/h( )
JAC REPLY:
								Signature:		Date: .

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Appendix 3-4: Service bulletin

	Service Bulletin

	□Proactive Service□ Repair Guidance

	Please convey this bulletin to your	□Director □General Manager
	□Warranty Dept. □Part Dept. □Training Dept. □Field Rep.
Subject: Repair Guidance about		No.:2014PS-P/CXXX
		2014RG-P/CXXX
		Date:
Model:		Page:
1.Subject: Repair Guidance about ……….

2.Problem Description:.

3.Analysis:

4. Repair Procedure:

When you encounter a customer complaint on this concern, then follow the procedure below and change the part if necessary.

5.	Date of Start(Break point):
This problem has been solved in JAC factory from ………….,the first chassis
No. :……………..
6.	Spare part information:
	Parts number		Part Name	QTY/UNIT	Remark
	New	Old	Part Name	QTY/UNIT	Remark
	New	Old

7.Warranty information:

Note: this warranty information applies only to verified customer complaint on vehicles eligible for warranty.

To	International Distributors of JAC

From	JAC International

Edited by		Reviewed by

Checked by		Approved by

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Chapter IV Technical Support

Section 1 Technical documents 1、Technical documents for repair

1.1.To enhance the distributor mechanic repair level and reduce repeat repair rate, distributor needs to organize mechanic training by technology documents management so that one time repair rate enhanced.

1.2.JAC will provide workshop manual, maintenance manual, technical bulletin and technical training as support to distributor.

1.3.Basic requirement of technical documents

1.3.1Distributor should assign someone to keep the soft and hard copy of technical documents. These documents cannot be copied, lent or for other usage. JAC International will send technical support staff to follow up and check distributor’s technical documents management.

1.3.2Technical bulletin will be sent to distributor by email. Distributor should check mail and translate it to local language to all network.

1.3.3.JAC will complete the workshop manual and provide to market in 3 months after new model audit.

1.3.4.When new model launched to the market, JAC will provide maintenance manual so that distributor can print by his own format and give it to the end user with vehicle delivery.

Section 2 Special tools 2.1Purpose

2.1.1To help the repair of JAC vehicle, JAC develops special tool. When distributor sells certain model, JAC requires distributor to buy special tools to make sure after sales repair job operated well.

2.2 Tool introduction

2.2.1Passenger car scanner: JAC develops the scanner for all passenger cars and some commercial vehicles (Emission standard Euro Ⅲ or above). The scanner needs to be updated periodically. JAC will inform distributors important update of scanner with technical bulletin. Distributors can update scanner from the website.

2.2.2Special tools: Assemble or dismantle tools for engine, transmission and rear axle. 2.3 Basic requirement

2.3.1Distributor should assign someone to keep the tools and equipment. Record the tools and equipment name, specification and check list. User should follow the obligation to clean and check the tools and equipment.

2.3.2Distributor should update the scanner periodically. If you meet any questions, please look for help from JAC international customer service department to make the scanner updated to latest version.

2.3.3Distributor should train tool or equipment user so that he has basic “three nice” (nice management, nice use, nice maintenance) and “four know” (know how to use, know how to maintenance, know how to check and solve problems)

2.3.4Distributor should follow the instruction of tools and equipment strictly.

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2.3.5Special tool and scanner should be bought from JAC International.

2.3.6If distributor meets any problem when using JAC scanner, it’s required to email the problem to JAC customer service department to identify the problem and JAC will provide solution as soon as possible.

2.3.7In principle, each workshop of distributor should have at least one set JAC special tool.

2.4.Special tools list: see appendix 4-1 Appendix 4-1 scanner

Appendix 4-2 engine special tools Appendix 4-3 transmission special tools Appendix 4-4 rear axle special tools

Section 3 Mobile service vehicle 3.1. Purpose

To provide better service and take into account of out-workshop service, JAC develops mobile service vehicle which can be used for light and heavy duty truck repair. It mainly used for the truck breakdown and can’t get back to workshop in time.

3.2. Introduction of mobile service vehicle

The light duty mobile service vehicle is based on JAC high-end light duty truck. There are four tool boxes in the vehicle. Generator, air compressor, A/C coolant filling machine and other appliance or general tools are included, too. Meanwhile, JAC developed heavy duty mobile service vehicle based on heavy duty truck chassis. There are six tool boxes in the vehicle, equipped with high-power generator and compressor, lift machine, jack, melding machine and other common tools. It can meet the requirements of out-workshop service of heavy duty trucks. The vehicle is designed for field assistance, based on current cargo size which makes full use of the chassis space. The reasonable layout of the tools takes consideration of human being’s habit. The tools are simplified but useful which indicates humanity care.

In order to encourages distributors to purchase service vehicles based on actual demand to improve service ability. JAC could provide service vehicles of different configurations or customized products according to the requirements of distributors/dealers. If distributors want to purchase service vehicles, please contact sales department of JAC international for detailed configuration and price. JAC will handle this order as normal vehicle order and offer certain preferential policies.

3.3.Tools of mobile service vehicle: see appendix 4-5

3.4Tools of mobile service vehicle: see appendix 4-6

3.5.Photo of light duty mobile service vehicle

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3.6. Photo of heavy duty mobile service vehicle

Appendix 4-1: Scanner (passenger car)

serial	Parts No.	name	suitable model
No.	Parts No.	name	suitable model
No.
		tire pressure
1	HSTY000	scanner(comprehension	suitable for hangsheng, tiejiangjun, changhui
		one)

2	HSTY001	J6 tire pressure scanner	J5\J6\S5\A30...etc hangsheng brand

		31

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3		X431		car scanner					3G scanner

4		X431-HX	X431 old shift to new charge			old shift to new version and return the old one

5		X431-NF		annual charge			scanner annual update charge

				OBD-6&9 scanner
6		OBD-6&9		connector, same as				scanner update
				OBD-8&9

Appendix 4-2: Engine special tools

	serial No.	Parts No.			name					suitable model

	1	4GA1-GJ			4GA1 engine special					4GA1
	1	4GA1-GJ			tools(passenger car)					4GA1
					tools(passenger car)
	2	4GA3-GJ			4GA3 engine special					4GA3
	2	4GA3-GJ			tools(passenger car)					4GA3
					tools(passenger car)
	3	4GB1-GJ			4GB1 engine special					4GB(1.3)
	3	4GB1-GJ			tools(passenger car)					4GB(1.3)
					tools(passenger car)
	4	4GB2-GJ			4GB2 engine special					4GB(1.5)
	4	4GB2-GJ			tools(passenger car)					4GB(1.5)
					tools(passenger car)
	5	M1-GJ-TZ			special tools					4DB（1.9）
	5	M1-GJ-TZ			1.9CTI					4DB（1.9）
	6	4DA1-GJ			4DA1-2C model					4DA1-2C model

	7	4DA1-GJ1			model below 4DA1-2C					model below 4DA1-2C

	8	4DA1			4DA1 special tools					all 4DA1

	9	4919319			ISF3.8 serial					ISF3.8 tools

	10	4919634			ISF3.8 serial					ISF3.8 tools(high end)

	11	4919635			ISF3.8 serial					ISF3.8 tools (short end)

	12	ISM-GJ-01			Xi’an Cummins engine special					ISME serial
	12	ISM-GJ-01			tools					ISME serial
					tools
	13	4G93D-GJ			Mitsubishi 1.8L engine special					1.8ATsuitable J6 1.8AT
	13	4G93D-GJ			tools					1.8ATsuitable J6 1.8AT
					tools
	14	WP10P12 --JAC			WP10\P12 special tools					WP engine special tools

	15	WD615--JAC			WD615 engine special tools					for WD615 series

	16	DKGJ-B			DCEC B series tools					for DCEC B series

	17	DKGJ-C			DCEC C series tools					for DCEC C series

	18	DKGJ-L			DCEC L series tools					for DCEC L series

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Appendix 4-3: Transmission special tools

serial	Parts No.	name	suitable model
No.	Parts No.	name	suitable model
No.
1	GJ-FST-8	fast special tools	fast 9&12 gears tools

2	GJ-FST	fast special tools	fast 8 gears tools

			For
3	GJ-MF-01	transmission special tools(car)	MF10B,MF20B,MF65B
			,MF70B
4	GJ-MF--02	transmission special tools	For LC6T32

5	ZL-135001-00Z(97)	transmission special tools	For LC5T97

6	ZL-135001-00Z(30)	transmission special tools	For LC5T30

7	ZP286001-02L-00	transmission special tools	For LC6T46

8	ZL431000-30-00	transmission special tools	For MSC-5S

9	ZL-135001-00Z(88)	transmission special tools	For LC5T88 and
9	ZL-135001-00Z(88)	transmission special tools	MSB-5M
			MSB-5M
			For
10	ZL-135001-00Z(97/30)	transmission special tools	LC5T97/5T30/5T35
			general tools
11	ZL-LC5T28	transmission special tools	For LC5T28

12	ZL-LC6T55	transmission special tools	For LC6T55

13	GJ-CA-01	transmission special tools	For CA6T128

14	ZF-GJ-01	ZF transmission special tools	For ZF16 series

Appendix 4-4: rear axle special tools

serial No.	Parts No.	name	suitable model

1	STE--JAC	Styre front axle and drive axle	Styre rear axle
1	STE--JAC	special tools	Styre rear axle
		special tools
2	ANKAI--JAC	AK bens axle special tools	AK axle

3	HANDE-JAC	HANDE axle special tools	HANDE axle

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Appendix 4-5: Tools of light duty mobile service vehicle:

Tool model	Tool name	Explanation
	Generator	Generate by diesel to meet the electric needs of the tools
Generator and air	Generator	with 3000W power
Generator and air		with 3000W power
compressor	Air compressor	Max output 0.8Mpa,can meet the repairing needs of JAC
	Air compressor	passenger light duty vehicles.
		passenger light duty vehicles.

A/C gas filling	A/C gas filling	The tool for checking and repairing the AC
machine	machine	The tool for checking and repairing the AC
machine	machine

	Kit 1	For tools

Tool kit	Kit 2	For tools

	Kit 3	For tools
	Kit 3	For tools

	Kit 4	For tools

	Tire pressure meter	To check the tire pressure. The necessary tool when changing
		and repairing the tires.
	electric pump	The tool for air inflation of the tire.

	Air blowing dust gun	To blowing the dust and clean the part with the heavy airflow,
		a necessary tool for outdoor repair.
	Pneumatic impact	The tool for assembling and dismantling the bolt and nut.
	wrench	The tool for assembling and dismantling the bolt and nut.
	wrench
Pneumatic power
Pneumatic power	Impact socket	Use with the pneumatic impact wrench, which matches
tools	Impact socket	various sizes of bolt and nuts.
tools		various sizes of bolt and nuts.

	Pneumatic extension	Use together with the pneumatic impact wrench and impact
	Pneumatic extension	socket,which is used for dismantling the parts having difficulty
	bar	in dismantling.
		in dismantling.

		Use together with the pneumatic impact wrench and impact
	Pneumatic connector	socket,which is used for dismantling the parts having difficulty
		in dismantling.

	Air pipe roller	Extension-type air pipe with max length 15m.

	Test lamp	The normal tool for testing the electric circuit

	Multi meter	The necessary tool for repairing the electric circuit

	Power assistant	For connecting the lines
	connecting line	For connecting the lines
	connecting line

	Working lamp	For lighting the repairing in the dark situation

electric power tool	Alarm lamp	Using during the road service

	Cable roller	Extension-type cable with max length 15m
	Cable roller	Extension-type cable with max length 15m

	Electric welding machi	The necessary tool for welding during the road service with
	ne	the power of 3.5kw,

	Bench drill(optional)	For drilling the hole.

	Magnetic drill	The metal processing tool for drilling precisely sticking in the
	Magnetic drill	steel.
		steel.

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	Portable	For polish the parts.
	grinding machine	For polish the parts.
	grinding machine

	Oil filling machine	The tool for recycling and filling the oil in outdoor repair.

	Battery	For starting the battery.

	Inverter	Transfer the low voltage to high, a necessary tool.

	150 generic suite	The most commonly used generic suite

	Punch

	Impact driver	Use when the bolts & nuts damaged and cannot be
	Impact driver	dismantled.
		dismantled.

Machine and	Crowbar
generic suite
generic suite	Scissor

	Torque wrench	Torque range：200-1000NM

	Pipe tongs 18"

	Table vice (optional)

	Jack 20T	Max:20T

Crane	Small crane（optional）	Max crane weight 500kg, normal 300kg

	Parts pass box	For placing the common parts

	Socket adaptor	Capable of changing into the international standard socket to
	Socket adaptor	meet the market needs.
		meet the market needs.

	Triangle warning
	indicator

	shovel

	Warning waistcoat

	Triangle crosstie
Other
Other	Fire extinguisher

	Lying plate	To meet the requirements of repairing the bottom in outdoors.

	Medical kit

	Banner to separate
	the cargo

	Bundling belt

	umbrella

	Fuel drum

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Appendix 4-6: Configurations of heavy duty mobile service vehicle:

No.	Name	Qty.	Basic	Option one	Option two	Option three
1	Chassis	1	●	●	●	●

2	Box	1	●	●	●	●

3	Appearance	1	●	●	●	●

4	Tool kit one	1	●	●	●	●

5	Cutting torch	1			●	●

6	Oxygen pipe	1			●	●

7	Acetylene pipe	1			●	●

8	Oxygen gauge	1			●	●

9	Acetylene gauge	1			●	●

10	Tool kit two	1	●	●	●	●

11	Generator	1	●	●	●	●

12	Battery	4	●	●	●	●

13	Tool kit three	1	●	●	●	●

14	Compressor	1	●	●	●	●

15	Power control box	1	●	●	●	●

16	220V weld machine	1	●	●	●	●

17	Bench drill	1	●	●	●	●

18	Auto stretch socket	1	●	●	●	●

19	Auto stretch pipe	1	●	●	●	●

20	Extinguisher	1		●	●	●

21	Socket	2	●	●	●	●

22	Tool kit four	1	●	●	●	●

23	Material box	2		●	●	●

24	20T upright hydraulic	2			●	●
24	jack	2			●	●
	jack

25	100T pneumatic jack	1				●

26	Pneumatic impact	1		●		●
26	wrench 1/2"	1		●		●
	wrench 1/2"

27	Pneumatic impact	1			●	●
27	wrench 1"	1			●	●
	wrench 1"

28	Torch wrench	1		●		●
28	（200-1000Nm）	1		●		●
	（200-1000Nm）

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Chapter V Claim Management

Section 1 Warranty model

1.Warranty service is a kind of promise supplied by JAC to the customers on the product quality and usage. This promise is carried out by JAC’s dealers, managed and supervised by JAC. It means during the warranty period, under the

The repair service of the problem caused by product quality is born by JAC’s authorized distributor. The purpose of the warranty is to make the customers satisfied with our products and the after-sales service supplied by JAC’s authorized distributor.

2.The warranty policy is listed on the vehicles sales agreement and service agreement signed by JAC and the authorized distributor.

3.For detailed information of warranty policy and procedure, please refer to <warranty policy and procedure manual>

Section 2 Periodic maintenance

To regular the maintenance work, enhance the maintenance mind of the end user, erase the malfunction potential, increase the life of JAC vehicle, and protect the end user’s benefit, the distributor and the end user should do the first maintenance and periodical maintenance to the vehicle according to < JAC warranty and maintenance manual>.During the vehicle’s delivery to the end user, the service dealers of the distributor has responsibility to supply the warranty and maintenance manual, which will be used as voucher for the maintenance in the future. Meanwhile, they should explain clearly to end user the conditions and requirements of first maintenance and periodical maintenance and the importance to the vehicle of the periodical maintenance. When the vehicle has malfunction or needs any warranty or repair service, the maintenance should be done according to the regulations. There must be records on the manual after the periodical maintenance. And the manual as voucher of warranty with maintenance records should be presented when the vehicle needs warranty service.

The service consultant has responsibility to remind the end user to do the first maintenance. The service dealer should keep well the end user’s information and remind the end user to do the periodical maintenance according to the first maintenance record. And the periodical should be done according to the regulations on the maintenance manual. If first and periodical maintenance is not done accordingly, the corresponding problem will not be covered by JAC’s warranty. The first maintenance record with the end user’s signature should be kept by the distributor. Meanwhile, the first maintenance report should be imported into DMS system in the same month.

The items of first maintenance and periodical maintenance are showed in the warranty and maintenance manual supplied by JAC.

Section 3 Claim Procedure

1.Warranty claim is a kind of tool to improve the customer’s satisfaction. JAC offers 5 kinds of claims: Normal claim, spare parts claim, PDI claim, goodwill claim and campaign

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claim.

Normal claim: all the claims of quality problems happened during vehicle’s warranty period.

Spare Parts: Claim for spare part (purchased by customer ) in warranty period

PDI claim: claim on quality problems found when the vehicles arrive at the port.

Goodwill claim: To some sensitive customers, if the vehicle’s quality problem happened over the warranty period, JAC can bear the repair cost as good will claim but not including any other extra compensation. And to some other special case, JAC can consider to supply some good will claim compensation.

Campaign claim: the recall, positive campaign and market campaign organized by JAC could be considered as campaign claim.

2.The premise for the distributor to carry out the claim work is: Firstly the distributor must have warranty analysts which have warranty analyst qualification and obtain JAC training certificate. Secondly the distributor must have facilities which can meet the network planning requirements, and have Technical supervisor, service consultant, spare parts warehouse manager and repair workers who have job qualifications and obtain JAC training certificates. Meanwhile the distributor must have installed and can use JAC Distributor Management System (DMS) very well.

3.To confirm if the claim can be approved, firstly the claimed vehicle must be checked carefully, the problem reason must be analyzed correctly and the claim report must be submitted correctly and timely. The warranty policy and regulations must be carried out strictly and the claim only can be analyzed by the analyst who obtains JAC training certificate. Also only the analyst who obtains JAC training certificate can submit the claim data into JAC DMS system.

4.Claim process

4.1The service consultant should check the “vehicle sales invoice” and “maintenance manual”, check the VIN No., engine No. and mileage. Check the detailed information about the problem and recheck it on the vehicle to confirm the failed part and reason. Then preliminary check if the claim is warranty claim. If it is, make a work order and mark “warranty service”. The workshop director will distribute the work to the workers. The workers check the car and confirm the damaged parts. The technical manager checks if the claim is warranty claim. If it is, then the warranty analyst and technical manager should sign on the <warranty claim confirmation>. The worker gives the old parts to the warranty analyst who will fill the old parts card and put the parts into the warranty parts warehouse. The warranty analyst will fill the claim report in DMS system and keep all the vouchers about the claim. To the claim amount is lower than the pre-authorization amount in the after-sales agreement, the distributor can make the judgment of the warranty directly then submit warranty claim in DMS. If the claim amount exceeds the pre-authorization, the warranty analyst should submit a pre-authorization claim report. JAC will reply within one day. If the claim is rejected, the service consultant will be informed. The labor and material cost caused by warranty will be covered by JAC. And the replaced parts belong to JAC. The responsibility not required by the law or the damage caused by the usage prohibited by the operating manual should not be covered by JAC.

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4.2The filling of the claim report in DMS system. Log in the website: HTTP://dms.jac.com/JACINTERDMS/, the user name and password can get from JAC service representative. Currently, the DMS system has both English and Chinese versions.

The interface of the claim report is as following:

4.3Submitting the claim report: please refer to《warranty policy and procedure manual》. Check if the claim is out of warranty according to the warranty part chosen. If yes, the report will be refused automatically by the DMS system. If the claim amount is higher than pre-authorization amount, the report will be required to be submitted as pre-authorization report. Meanwhile, the reports can be imported in batch, and the data imported must be filled as required in the template, there is template which can be downloaded in the system.

4.4The distributor submits the report after the claim disposal of the end user. The report submitting period in DMS system should be carried out according to the requirement in the after-sales agreement signed by JAC and the distributor.

Claim report descriptions: the problem, reason and solution should be described in detail. “The description must be the same as the actual problem!” There are 3 kinds of check status: checking, rejected and refused. The claim report with wrong information will be rejected to the distributor for modification and resubmitting, and the resubmitting work must be finished in the DMS system in 3 working days. The reports resubmitted late will not be accepted. The claim report unreasonable will be refused. Meanwhile, the end user’s name and telephone number must be correct. If the claim information is proved to be wrong after JAC’s checking with the end user, the amount of the corresponding claim will be deducted.

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Claim report check process and remark

4.5 ：Pre-authorization /good will claim

(1)The submission work of pre-authorization/good will claim report should be finished in 3 working days after the failure date;

(2)The service representative should finish the check work in 1 working day after receiving the pre-authorization/good will claim;

(3)Regarding the rejected report, the edition and re-submission work should be finished in 3 working day after the report is rejected by JAC, otherwise JAC has the right to refuse this warranty claim;

4.6 Normal/PDI/campaign/parts claim

(1)The submission work of normal/service campaign claim report should be finished in 30 days after the failure date;

(2)The service representative should finish the check work in 5 working days after receiving the normal/PDI claim;

(3)After the report is approved, audit check work should be finished in 5 working days.

(4)Regarding the rejected report, the edition and re-submission work should be finished in 3 days after the report is rejected by JAC,otherwise JAC has the right to refuse the warranty claim;

Section 4 Claim settlement

1 ． At the beginning of every month, the service representative should confirm the warranty cost in DMS system and other costs with the distributor. Both sides should sign on the settlement paper which can be used for the financial settlement. After the check of

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JAC financial department, the claim amount will be transferred to the amount of spare parts or vehicles in DMS system. The distributor can check the amount in DMS system.

2． <JAC International Warranty Cost Settlement>, please check the appendix 5-1

Section 5 Claim replaced parts management

The distributor should manage effectively the replaced parts as JAC’s request. JAC will check the replaced parts regularly. The replaced parts can be discarded after the check by JAC or over the storage period required in the agreement.

The distributor need to set up a dedicated warehouse with shelves for replaced parts and assign dedicated personnel to manage it. The warehouse should be in good condition to prevent loss and rust. The replaced parts shall be well placed on the shelf by month and category for further inspection or delivery required by JAC. Replaced parts with damages of sand hole, leakage, crack, blister and other unapparent damages, paint or color pen shall be used to mark them.

1 Replaced Parts Card

1.1In the process of warranty service, the <JAC International Replaced Parts Card> shall be filled timely after confirmation. The card shall be attached to corresponding replaced parts.

1.2If possible, red paint shall be used to mark the damages position.

1.3The contents on the card should conform to that in the <DMS system Warranty Claim>, and the card shall be kept clean, correct and clear.

2 Replaced Parts Storage

2.1The distributor need to set up a dedicated warehouse for replaced parts. The warehouse should be in good condition for ventilation and fireproof.

2.2The replaced parts shall be well placed on the shelf by month and category for further inspection or check.

2.3Any replaced parts should be kept at least for six months from the date when the parts are claimed.

2.4The replaced parts during warranty service are owned by JAC 3 Replaced Parts Inspection

3.1JAC will send replaced parts inspection notice from time to time;

3.2The replaced parts will be inspected one by one according to the replaced parts list.

3.3The inspection person will give the inspection report after the inspection work;

3.4Replaced parts inspection points ★Whether the parts are JAC genuine parts;

★Whether the replaced part is complete, good situation, especially if any missing on the assembly part.

★Whether the quantity of the replaced parts are the same as the list; ★Whether the replaced part is truly failed part;

★Whether the problem is the same as the report.

4. Replaced parts delivery or discard

4.1The distributor can deal with the replaced parts according to the inspection report;

4.2The parts which need returned to JAC should be shipped on proper method. The

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freight will be paid by the distributor firstly, after checked by JAC, if it is the problem of JAC, JAC will pay the freight; if it is the problem of the distributor, the distributor will pay the freight. The parts should be well packed before the shipment.

4.3The replaced parts should be discarded under the monitoring of JAC. The video of the discarding work could be supplied if necessary.

5 Replaced parts violation

5.1JAC will charge the distributor a penalty with 10 times of the claim report amount in case the replaced parts are not genuine parts supplied by JAC or the quantity is not conforming to < Warranty Claim Tracking Report >.

5.2JAC will reject the reimbursement in case the replaced parts are removed, dismantled and installed on other purpose without consent of JAC resulting in analysis and judgment difficulty;

5.3JAC will charge the distributor a penalty with 5 times of the claim report amount in case the replaced parts are judged as non-malfunction parts (normal use).

5.4JAC will reject the reimbursement in case the replaced part is not attached with <JAC International Replaced Parts Card> or incorrect fill resulting in distinguishing difficulty.

5.5JAC will reject the reimbursement in case of unapparent malfunction symptom, or the declared malfunction apparently inconsistent with the actual malfunction of the replaced parts;

6 Replaced parts inspection period

6.1Generally JAC shall inspect and verify the replaced parts once a quarter. The distributor shall actively cooperate with the inspection and disposal.

6.2If necessary, both sides can confirm the inspection period according to the specific situation.

JAC International Replaced Parts Card, please check the appendix 5-2

Section 6 Claim audit

In order to guide distributors to develop warranty service work correctly, JAC should support and manage the claim work of distributors. For new distributors, JAC provide specialized training of quality claim service work to claim officer. Meanwhile, JAC should send the related technical materials timely, including labor time standard, claim information and business notice etc.

JAC will evaluate the key index of the claim work of the distributors to enhance the quality of warranty service work and to improve the customer satisfaction and JAC brand image. The key index evaluated now includes but not only the onetime approval rate of the claim reports and the accuracy rate of the failed parts. The onetime approval of the claim reports will be get by the statistical in DMS system by Customer Dept. The accuracy of the failed parts will be from the failed parts check report by JAC representative. Based on the evaluation result, JAC will offer further training to the unqualified claim staff or suggest the distributor to change the claim staff.

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Appendix 5-1: JAC International Warranty Cost Settlement

JAC International Warranty Cost Settlement

Serial No.编号:

Date D/M/Y(日期):

Regular

Item

Material Cost

Labor Cost

Other Costs

Maintain

Total

Application Amount

申报

Confirmed Amount

实审

Application

Confirmed

S/N

Amount

Deduction Reasons

序号

Claim Report No.索赔单号

申报

实审

扣款原因

Issued by(JAC)

Confirmed by (distributor)

以上的费用为 DMS 系统复核审核通过的所有费用。

Remark

The costs above have been audit approved in DMS system.

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Appendix 5-2: JAC International Replace Parts Card

JAC International Replaced Parts Card

Owner's Name

Claim Report No.

Vehicle Model		Mileage (km)

VIN No.		Date of Sales

Engine No.		Date of Repair

Replaced Part Name:		Replaced Part No.:

Causes Analysis:

Claim Officer

Service Manager

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Chapter VI Customer Relationship Management

Definition

CRM: Customer Relationship Management. CRM is a kind of method to improve the customer satisfaction and improve the enterprise competitiveness by in-depth analysis of the customer’s information. Customer relationship means the information imputation all over the vehicle’s life. The core of CRM is the customer value management. Through “one to one” marketing principle, satisfy the individual needs of different customers, improve the customer’s loyalty and market rate; realize the customer value continued contribution, and fully improve the enterprise’ profitability.

Section 1 Customer file

1. Customer file management objects

The management objects of the customer file are the customers, which could be the direct or indirect customers in past, currently or in future. All the customers should be included into the customer management system.

1.1.The customers are classified by time as old customers, new customers and future customers. The old customers and the new customers should be the key management objects.

1.2.The customers are classified by purchasing process as customers already purchased, customers purchasing and intentional customers. For the first class of the customers, the archive management shouldn’t stop only because the purchasing has finished. For the second class of the customers, the files should be completed step by step. For the third customers, the key management should be to search completely and sort out the customer information and prepare for the future purchasing.

1.3.The customers are classified by characteristics as government (purchased by government), enterprises, individual and trading partners etc. The customer file management should be different according to the different characteristics, requirements feature, requirement method and requirement quantity.

1.4.The customers are classified by purchasing quantity and market position as fleet customers (long-term cooperation, big quantity purchasing etc.), normal customer and individual customers. The main customers should be the key management objects. Overall, customer file should be managed by different methods to match the different features of customers so as to develop a special customer file management system.

2. The contents of customer file management

The contents customer file management is complicated as the customers themselves are complicated. And the basic contents could be summed up as following items.

2.1.Customer basic information: The basic original information of the customers, which is the first batch of the information should get. This information is the beginning and basic of the customers file management. It is gained mainly through the customer’s visit.

The customer basic information includes the customer’s name, address, telephone number, profession, personal character (including personality, hobby, family, education, age, salary, etc.)

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2.2Vehicle information: It includes chassis number, model, license plate number, engine number, transmission number, color, sale date, etc., it also should include the time and mileage of first maintenance and regular maintenance.

2.3Repair information: vehicle repair historical record, mainly includes work order number, repair date, delivery date, mileage, repair content, replaced parts, expanse information, etc.

2.4Observe information: After obtaining the basic information (profession, education, salary) of customer, some other information such as interested service, time period of visiting the shop, payment method can be collected during business process.

The above 4 items constitute the key points of customers file management. And the customer file management work is basically on the above 4 items.

3. Customer file management methods

3.1.Build customer file card

Building customer file card (also called customer card, customer management car, customer info card etc.) is the basic of the customer file management work. The purpose is to fill, keep and check the customers’ information.

The customer file card mainly records the basic information of the customer. And there are mainly 3 methods to obtain the information:

(1). when customer calls or visits.

(2). through marketing activity, customer visiting or collecting information from internet.

(3). from the professional survey agency.

The first method is the most commonly used. For the second method, as the market competitive environment changing, obtaining methods become more important and need to be diversified. Generally, the most information is credible and complete. The third method is mainly used to collect the customer information which is very difficult to get, especially the credit status of dangerous customers. And the third method needs a lot of payment.

3.2.Customer classification. Use the above information to classify customers so as to improve sales & marketing efficiency and increase sales.

The main contents of customer classification

Customers are usually classified by: vehicle age, purpose, customer career, location, customer value, etc.

(1). Vehicle age: in warranty period, 3-5 years, more than 5 years.

In the warranty period, customer cares a lot about vehicle, always depends on service center and comes for normal maintenance and repair. Service center need to develop customer’s consumption habits and build a reliable relationship with customer. For 3-5 years old vehicle, customer does not usually go for regular maintenance, but increasing vehicle failure caused more repair cost. Customer pays more attention to high service quality and reasonable price. Service center need to focus on this kind of customer, communicate proactively with them, provide high quality service and create customer loyalty. For more than 5 years old vehicle, consuming desire of customer decreased as the use of vehicle, but fault probability increased. Customer still needs to visit service

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center for repair. Service center need to find customer’s interest and satisfy the requirement.

(2). Purpose: personal, official, commercial

For personal vehicle, customer is sensitive to quality and price during service process and hope for clear service. Service center should provide customized service and impress customer with emotion. For official vehicle, customer pays more attention to repair quality and also cares about service environment and manner. Service center should provide precise, meticulous repair work and strict quality control, also create an emotional connection with customer. For commercial vehicle, customer cares more about price, time, efficiency than anything else. Service center should provide prompt service and suitable price.

(3). Customer value: loyal customer, opportunity customer, marginal customer, lost customer

3.1Loyal customer: most important recourse of service center. Characteristic of loyal customer is high consumption, high frequency, good credit, high endurance of quality problem, highly depend on service center, not sensitive to price, disseminate service center initiatively. Service center should provide one to one professional service, arrange service the first time, priority of release promotional activity information, pay high attention to customer complain.

3.2Opportunity customer: take highest proportion among all customers. Characteristics of opportunity customer are that they contact with service center in short time, loyalty and trust has not built up. Service quality has not accepted. Service center improve hardware and software, provide professional, high quality and customer oriented service such as maintenance, modification, focusing on service details like vehicle cleaning.

3.3Marginal customer: low profit, also named potential lost customer. Characteristics of marginal customer are they are only motivated by free activities such as free maintenance, free examination, never choose charged item, consumption cycle over 6 months. Service center should regularly organize various free maintenance activities, disseminate the necessity and advantage of professional service, control service quality, provide customized service, enhance customer care.

3.4Lost customer: need to pay more attention. Characteristics of lost customer is never visit service center after beyond warranty period, very sensitive to price, low endurance, always upset during service process. Service center should regularly organize various activities and customer relation activities like customer club, disseminate the necessity and advantage of professional service, analysis the main reason and improve it.

4. Distributors could make customer archive form based on actual business, JAC’s customer archive form in DMS (appendix 6-1)

4. Precautions of customers file management

During the customer file management, the following items should be paid attentions to:

4.1.The customer file should be updated dynamically. The customer file is different from other normal file. It will loss the meaning if there is no updating. According to the change of the customers’ conditions, the file needs to be adjusted constantly, the old information needs to be erased, and the new information needs to be supplemented timely; the

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change of the customer information should be tacked and recorded constantly.

4.2.The main points of the customer file management shouldn’t be only on the current customers, but also more on the future customers and potential customers. It could supply the information for vehicle sales.

4.3.The customer file management should focus more on the application instead of the management. The file should just be shelved; the information should be supplied timely and completely to the salesman and relative people in flexible methods. Meanwhile, more analysis on the customer file should be done and turn the dead file to useful information.

4.4.Make regulations of customer file management: The customer file shouldn’t be kept secret. But the information should be used internally, because it will affect the cooperative relationship between the customers if some of the information is made public. So the customer file should be managed by special staff, and make regulations on checking and using the files.

Section 2 Customer satisfaction

1. The meaning of customer satisfaction

Fundamental purpose of providing service to customers is to maintain and improve customer satisfaction. Only when customer is satisfied, we are able to make continuous sales. customer’s satisfaction can increase vehicle sales. In view of this, JAC distributor should supply convenient and satisfactory service to our customers. JAC authorized distributor should deal with the customer’s complaint and make customer satisfaction survey according to the process established by JAC. To find and solve the problems, every employee of JAC distributor has responsibility to maintain good relationship with the customers.

Terms:

Customers- People who buy commodities and need to deal with. Service- Action, process and performance.

Satisfaction- The attitudes of customers or enterprises caused by the differences between the anticipation and the actual feeling during the processing of purchasing or service. Customer satisfaction-The customer’s feeling about the satisfaction level to his anticipation.

2.Basic requirements of JAC international service satisfactory evaluation 2.1 Service satisfactory evaluation questionnaire design

Service satisfaction evaluation questionnaire mainly has three sections: background information, main content, and customer loyalty survey to evaluate customer’s satisfaction degree to the overall service they received from service center. Normally we choose customers who have visited service center more than 2 times to do the survey.

Background information includes the basic information of user, vehicle and service center. Main part of the questionnaire starts from experience of service process, including appointment time, reception, vehicle check, repair or maintenance items change confirm, expense recognition, emergency rescue. And one-time repair rate will be specially evaluated and analyzed. Meanwhile, during service process, service facilities, service reception, repair quality, compensation, spare parts service, rescue service, general

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comment will be evaluated and graded from 1 to 10 points. User loyalty mainly includes willingness to visit next time and willingness to introduce other people.

2.2 Service satisfactory evaluation implementation

JAC will choose distributors star service shop as mainly evaluation object and work together with distributors to implement the survey. JAC international customer service department will collect, analyze and evaluate the service satisfactory data which is an important reference for distributors star service shop evaluation. Meanwhile, JAC will send service satisfactory analysis report to distributors and make constructive suggestions for unsatisfied result in the report. Distributors need to improve it according to the suggestions.

Section 3 Service hotline 1. Service hotline

1.1 Purpose of service hotline

JAC gradually requires overseas distributors to establish service hotline so as to improve customer satisfaction and increase repeated purchase rate by providing better service with final purpose to lay the foundation for long-term development of JAC and distributors. Customer service hotline functions mainly includes customer research and development, customer relationship maintenance, customer complaint handling and other aspects, specific functions are as follows:

(1)Collecting and collating customer feedback information of JAC product or distributors service, provide the basis for improving the quality of JAC products and service

(2)Conduct surveys and customer information management, especially the survey and management of customer using habits, and collate and archive customer information, build useful customer information database.

(3)Receive and deal with customer complaints, solve customers’ problems, improve customer satisfaction, and maintain JAC dealer reputation and image.

(4)Collect customer suggestions, then audit, evaluate and implement the suggestions, provide valuable advice for the development of JAC and distributors in future.

(5)Establish advisory services window, provide consulting services to help clients identify and solve problems related to new products, and promote effective communication between customer and distributors.

1.2 Service hotline work implementation

1.2.1. Distributors who already have service hotline

Share results collecting from hotline with JAC on every 5th each month. As for product issues, JAC will conduct a special investigation and improve them, for service problems, JAC and distributors will analyze together and make improvement plans to improve them. 1.2.2 Distributors who don’t have service hotline

JAC will develop hotline setup and management standards and provide to distributors for their reference. JAC will assist in the establishment of the hotline service system and provide training if required. At the same time if distributors establish a service hotline system only for JAC in important markets, JAC will give some policy support.

For detailed information of service hot-line, please refer to <call center instruction

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manual>

1.3 Service hotline operator

1.3.1Incoming calls operator: responsible for answering customer calls in accordance with standard procedures, collect and record all types of incoming messages, send work order to distributors or service region.

1.3.2Outgoing calls operator: responsible for telephone interviews and proactive customer care services in accordance with standard procedures ,collect and record all types of outgoing messages.

1.3.3Background operator: responsible for inspecting and supervising the call details of other operators, monitor conditions of work orders, guide and evaluate the service quality of all operators.

1.3.4Manager: manage the whole call center, guide and evaluate independently the service quality of all operators, responsible for arrangement and implement of daily work and planning for the direction of future work.

1.4 Classification of incoming calls

1.4.1Business Consulting

For maintenance, general troubleshooting and technical consulting, provide service center number and guide customers to contact the dealer; for car spare parts cycle, price categories, answer customer according to the knowledge base.

1.4.2Vehicle purchase

For the customer who want to purchase a vehicle and has a specific model, answer customer questions patiently, provide dealer’s phone number and lead him to contact the dealer; for the customer who want to purchase a vehicle but don’t which one to buy, recommend suitable models based on customer needs and acceptable price range , provide dealer’s phone number and lead him to contact the dealer; for the customer who is not sure about buying a car, introduce briefly all series models he might need and the price range, if customers want to know more information, ask customers if he need to contact the dealer .

1.4.3Malfunction report

For the customer who did not visit the service center yet, provide dealer’s phone number and guide him to go to the service center for check; for the customer who is very upset or there is a serious failure, ask the customer for detailed information and reassure the customer, after finishing the conversation contact the dealer immediately and ask him to contact its customer and solve the problem .

1.4.4Complaint calls

Make Detailed record of the problem customer reported , do not question the customer, show consideration to our customers with positive attitude, meanwhile tell the customer we need to follow the work flow process to solve the problem. After finishing the conversation contact the dealer and service region to verify the problem the customer reported, distribute a complaint work order to them and ask them to deal with this issue.

1.4.5Emergency rescue

Asked for detailed failure point and location, reassure the customer, after the conversation ask the nearest service center to contact the customer, distribute a

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emergency work order to notice service region.

1.5 Work orders distribution

All emergency issues and complaints need to distribute a work order, dealers or service region must reply in strict accordance with the work order standard to completely solve the customer’s problem. After finishing the reply, the administrator will call the customer whether or not he is satisfied. If not, the dealer or service region need to work and reply this problem once again.

2. Customer follow-up

2.1.The basic situation of each customer could be grasped through the customer visit.

2.2Under the basic understanding, to maintain the relationship and tracking with different targeted customers.

2.3.To know the customer’s requirements, in order to supply more and better value-added services.

2.4.To know the disadvantage and improve it timely.

2.5 To improve the customer’s satisfaction.

The process of customer follow-up:

Prepare the information of the customer

Make a call

If the call succeeds

If the call doesn’t succeed

Record the problems

Get chance for another call

Deliver the problems to	Contact the customer and
related Dept.	do the follow-up process

Track the problem solutions of the problems

Analyze the follow-up result and make registration

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Section 4 Complaint management

One of the important parts of customer relationship maintenance is customer satisfaction. And the complaint management is related closely with the customer satisfaction. Only the customer complaint is erased, could the customer satisfaction be obtained. The complaints management function facing to the end users should be established in the distributors.

1 Complaint channels

The specialized complaint telephone or mailbox should be established by the distributor to gather the customers’ complaints about the sales and service. And the customer relationship management Dept. is responsible to deal with the complaints. JAC CUSTOMER COMPLAINT TABLE (appendix 6-2)

2 Complaints classification

JAC suggests classifying the complaints as below:

Complaints
classification		Descriptions/Definition
		Descriptions/Definition
By	By
degree	contents

	Suggesti	The improvement suggestion on the business operation, product or service
	on	quality and spare parts. Or the suggestion or requirement on the current
		marketing and brand policy or related campaigns.
	No	The dissatisfaction from the customers because of misunderstanding on JAC’s
	No	related policy (including product specifications, service policy sales policy and
	subject
	subject	logistics policy etc.) or other reasons. The opinions or complaints with no
Catego
Catego		subject.
ry C	Service	The first time complaint or claim because the order dealing, delivery period,

		after-sales service technology, spare parts support, software accuracy, KD
	quality
	quality	parts accuracy, product improvement period, brand construction support, affairs
		service attitude and work behavior can’t satisfy the customer’s requirements.
	Product	The first time complaint, question or claim because the delivered product
	quality
	quality	quality can’t satisfy the customer’s requirements.
		quality can’t satisfy the customer’s requirements.

		The second time or repeatedly times complaints or claims on one same
	Service	problem because the order dealing, delivery period, after-sales service
Catego	quality	technology, spare parts support, software accuracy, KD parts accuracy, product
Catego		improvement period, brand construction support, affairs service attitude and
ry B		work behavior can’t satisfy the customer’s requirements.
	Product	The second time or repeatedly times complaints or claims on one same
	quality	problem because the delivered product quality can’t satisfy the customer’s
		requirements.
Catego	Product	Without final reasons analysis, the issue may has got serious media threat or
ry A	quality	significant exposure; The issue possibly or has been investigated by the
		government (like security accident without causality, fire etc.)

3 Complaint dealing time limit

3.1All the confirmation to the complaints should be replied by the customer relationship Dept.

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3.2All the suggestion should be registered into <Customer complaints registration table> by the Dept. receiving the complaints, and reported to the leader of the Dept. The result if the suggestion has been accepted should be replied to the customer in 3 working days.

3.3To the complaint of category C, the solution or measurements should be replied to the customer and copied to the Dept. receiving the complaint, in 2 working days after the complaint is transferred to the related responsible Dept.

3.4To the complaint of category B, the solution or measurements should be replied to the customer and copied to the Dept. receiving the complaint, in 3 working days after the complaint is transferred to the related responsible Dept.

3.5To the complaint of category A, it should be reported immediately after the reception to the vice general manager, who should give the advice to deal with the complaint. And the related problem should be feed backed to JAC immediately.

3.6JAC will transit customer complaints that related to distributor business to corresponding distributor and distributor should handle it within 24h and feedback the result to JAC.

Section 5 Service campaign 1. Purpose

Service campaign is the effective way to improve the sales and collect vehicle using conditions, capable of increasing end-user confidence, brand awareness and reputation. In the same time we can collect satisfaction survey sheets from end-user to understand their comments to the products and distributors, providing the basis for evaluation of vehicles and distributors, vehicle and service capabilities improvement.

In order to guide the distributor carry service campaign, clarify JAC support policy for service campaign, summarize the results of service campaign, JAC makes the basic procedure of service campaign.

2. Scope

The service campaign is carried by distributor alone or with JAC together. And the content covers providing check, maintenance, repairing or other supporting activities to customer in favorable way.

3.Service campaign application procedure

3.1.Service campaign application

Distributor shall analyze the sales, service and competitor condition firstly. If there are need to carry service campaign according to the actual situation, the distributor can fill and submit <JAC service campaign application> to JAC.

3.2.Service campaign audit

After receiving <JAC service campaign application>, JAC will check the content if the service campaign is feasible before sending the feedback to distributor.

3.3.Audit result

3.3.1.Service campaign is feasible

If the service campaign is feasible, JAC and the distributor will prepare and carry service campaign. If the plan needs to be changed, JAC will send the feedback to the distributor

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and edit the plan together with distributor before operation according to the procedure. 3.3.2 Service campaign is not feasible

If the service campaign is not feasible, JAC send the feedback to the distributor.

3.4. Service campaign initiated by JAC

According to the market or JAC operation situation, JAC can require distributor to carry or cooperate with JAC to carry service campaign.

4.Service campaign basic procedure

4.1.Service campaign theme

When the service campaign is feasible, JAC and distributor will make detailed plan for service campaign considering to the time. First we should confirm the service campaign theme and the campaign theme should be made according to the local marketing situation. For example air condition special checking in summer or winter, vehicle inspection and maintenance before holiday. Then confirm the time, city, customers, advertising methods and contents surrounding this theme.

4.2.Service campaign plan

After confirming campaign theme, distributor shall make detailed plan for time, city, target customer, advertising contents etc. The detailed plan shall include service campaign preparing, customer appointment, campaign implement, campaign summary with time node. And the detailed plan should be confirmed by JAC and distributor together with signature.

4.3.Service campaign preparation

4.3.1.Customer appointment

After making service campaign plan, then the distributor shall estimate the customer quantity for arranging the staff, which is most important. The distributor can make an appointment to customer by mail, SMS, telephone etc. And call to the customers to remind him to attend the campaign when the campaign is closer. Customer appointment is the most important step。

4.3.2.Advertisement

After confirming the service campaign schedule, the distributor can make advertisement according to the campaign contents. The distributor can use the newspaper, broadcast, internet etc. The advertisement content shall be corresponding with the service campaign theme and shall choose right media.

4.3.3.Resource preparation

After making service campaign plan, the distributor shall prepare other resource at the same time of customer appointment and advertisement. The main work shall be prepared in dealer workshop according to the service campaign time and city such as the advertisement material, function area, personnel placement etc. The advertisement (Propaganda banners, leaflets, easy Pull) can be made by the distributor and dispatched to dealers. The function area includes the customer reception area, customer rest area, parking area, repair area, vehicle delivery area etc. And the distributor shall prepare the details material such as the customer registration record, customer satisfaction questionnaire in customer reception area, drinking, desserts in customer rest area. Also the distributor shall prepare the parking mark and estimate the parking area. Repair area

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can use the dealer workshop, where has the necessary tools. Vehicle delivery area shall prepare gifts and other delivery material.

4.4. Service campaign implementation

When the service campaign starts, the distributor shall confirm the personnel placement and prepare advertisement material in advance. It is better to arrange the launching ceremony and make advertisement for launching ceremony.

The basic procedure for customer reception:

Guide customer to drive the vehicle to parking area, and communicate with customer to know the using condition and if the vehicle has problem or not. If the vehicle has problem, reception staff shall make record for problem.

Customer come to the reception area to register customer information, record and make stamp in warranty manual, and receive the satisfaction survey sheets.

Customer enters rest area to fill the satisfaction survey sheet. When the customer submit satisfaction survey sheet to reception staff, the reception staff shall check the sheet and give gift to customer.

Technical staff check and maintenance or carry proactive service.

When give the key to customer, check the vehicle together, and see them off.

4.5. Service campaign summary

When service campaign finishes, distributor shall make summary for service campaign. The summary shall include service campaign basic information and effect, the problem and improvement solution, the vehicle information and satisfaction survey result analysis.

4.6. Service campaign settlement procedure

According to service campaign plan confirmed by JAC and distributor, JAC will give related support to service campaign. Normally speaking, JAC will provide gift, filter or parts order discount support. Also JAC will arrange staff to attend service campaign.

JAC will issue service campaign in DMS system according to the service campaign plan, and the distributor can check the service campaign in DMS system as well as carry service campaign accordingly. Distributor will submit service campaign reports in DMS system in one month after the completing of the campaign. JAC will check and approve service campaign reports before making settlement for service campaign.

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Appendix 6-1: Customer file format form-DMS

VIN*

Deale Sales

rCount

Code ry

Sales Date*

Custo

mer

Type*

Owne	Plate
r	Plate	Addre	Paym
Name	Numb	ss*	ent*
*	er
*

Conta	Custo
ct	mer	E-mail
Telep	Sourc	E-mail
hone*	e*

		Vehicl
Birthd	Use	e
Birthd	Prope	Appli
ay	rty*	cation
	rty*	cation
		*

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Appendix 6-2: JAC DISTRIBUTOR COMPLAINT TABLE

JAC DISTRIBUTOR COMPLAINT TABLE

NO。：	GENERAL NO。：				ACCEPTANCE DATE：

		ACCEPTANCE

CONUTRY			JAC DISTRIBUTOR

COMPLAINANT			COMPLAINANT CONTACT

COMPLAINTS			COMPLAINTS CHANNEL
CATEGORY			COMPLAINTS CHANNEL
CATEGORY
COMPLAINTS	Marked with “√”or“Y”:
COMPLAINTS	SERVICE QUALITY	（	）		PRODUCTS QUALITY		（	）
TYPE	SERVICE QUALITY	（	）		PRODUCTS QUALITY		（	）
TYPE	CLIENT SUGGESTIONS （		）		NO SUBJECT		（	）
	CLIENT SUGGESTIONS （		）		NO SUBJECT		（	）

RELATED
PRODUCT
MODELS

COMPLAINT
CONTENTS
（IMAGES）

COMPLAINT
REQUIREMENTS

		RECIPIENT				FORWARD
RECIPIENT VIEWS		LEADER				FORWARD
RECIPIENT VIEWS		LEADER				DATE
		VIEWS				DATE
		VIEWS

RESPONSIBILIT				RESPONSIBILITY OF
Y OF HANDLING				RESPONSIBILITY OF
Y OF HANDLING				HANDLING PERSON
POSITION				HANDLING PERSON
POSITION

		HANDLING

SOLUTION
（IF ANNEX）

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POSTPONING
AND
DATE/REASON

	CAUSE
	ANALYSIS

	CORRECTIN
	G AND
CORRECTING	PREVENTING
AND PREVENTING	MEASURES
MEASURES
MEASURES	RESPONSIBI		PLANNED
			PLANNED
			COMPLETION
	LITY PERSON		COMPLETION
	LITY PERSON		TIME
			TIME
	VERIFICATIO		ACTUAL
	VERIFICATIO		COMPLETION
	N PERSON		COMPLETION
	N PERSON		TIME
			TIME
		ASSESSMENT

DISTRIBUTOR SATISFACTION

Distinguished distributor:

Thank you for your ever support and concern to JAC .We need your assessments on complaints handling of JAC products, service, spare parts, logistics, brand, software data, policy, management etc., and so on to help us become better and provide you with more satisfying service. Please confirm the following items and mark “√” in the closest assessment. All your suggestion will be considered in great value. Thank you for your participation.

QUITE	SATISFIED	GENERAL	DISSATISFIED	QUITE
SATISFIED	SATISFIED	GENERAL	DISSATISFIED	DISSATISFIED
SATISFIED				DISSATISFIED

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Appendix 6-3 Service campaign application form

Service campaign application form

No：

Time:

Country

Distributor

Purpose

Time period

Campaign

□discount parts

□free inspection

□free filters □discount labor

□others：

Propaganda

□DM

□TV AD

□newspaper

□broadcast □website □others：

Content

Estimated

Project

In total

cost

Amount

Estimated

Vehicle sales promotion：

spare parts sales promotion：

sales income

results

promotion：

；others：

Remark

Applied

Comment

distributor

from JAC

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Chapter VII Spare parts management

Principles to be JAC authorized spare parts distributor

In principle, JAC vehicle distributor in overseas market is the spare parts distributor as authorized by JAC in the territory. But in order to guarantee sufficient and timely supplying of spare parts, the distributor must have the ability to do accurate forecasting and keep reasonable parts stock.

The distributor must be a legal business entity in the country with enough human resources and related facility and have certain sales experience in auto spare parts.

For detailed information of spare parts management, please refer to <genuine spare parts management manual>

Section 1 Spare parts data

Spare parts catalogue: JAC will provide access to online spare parts catalogue (hereafter “EPC” for short). Distributor can log in to check part numbers and other information.

1. EPC access

EPC Website address is http://epc.jac.com.cn/. Defaulted server: JAC Server. Optional

cloud server: CDN Cloud Front. Every distributor will have one EPC account. Once log in, you will see the catalogues of the vehicles in your market.

2. EPC function and operation instruction

2.1JAC will update spare parts information every day and EPC will update automatically. Distributor do not need to operate it manually, once log in, you will see the latest information.

2.2Distributor can make spare parts order in EPC and download it by excel. Please refer to EPC operation manual for detailed operation. Also distributor can check vehicle model by part numbers.

2.3.If there is any error appeared, please feedback to JAC in the first time and JAC will solve accordingly.

2.4You will find the catalogue of target model by choosing: categories - platform - series -models, for chassis and pickup, there is no platform and series, please choose categories-models.

2.5VIN inquire: if there is no results found when inputting complete VIN number, please try again to input last eight numbers. If there is still no result, please contact JAC. Specific model catalogues could be found through VIN inquire, but spare parts inquire is not recommended here.

Section 2 Parts order procedure

1. Spare parts distribution agreement

Spare parts distribution agreement is a cooperation agreement that JAC signs with its distributor with content covering distributing principle, order management, commercial policy, etc. distributors that sign this agreement must be JAC authorized distributor. And once signed, the distributor would get commercial support based on negotiation.

1.1.Classification of parts orders

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Spare parts orders are classified into three types according to means of transportation (urgency degree): sea order, air order, and express order.

Sea order: it is normal order to replenish stock and the lead-time requirement is looser, which generally are delivered by sea at a lower freight charge because of their numerous items, large quantities and big amount

Air orders are used for scheduled repair and urgent supplement to the stock, which are more urgent than sea orders. Such orders are less in items, quantity and money (maximum 20 items/2000USD), which are generally delivered by economy air and the freight charge is comparatively higher.

Express orders are required for emergency repair that distributors need in short time. The items and quantities are the least among the three types of orders (maximum 10 items /1000USD), They would be dispatched by courier and the freight charge is the highest。

1.2. Priority and fill rate

Express order is prior to air orders and air order is prior to sea order.

Lead-time definition: from the day JAC receive deposit payment to the day leaving China.

Sea order: 40 working days fill rate: ≥95%

Air orders (20 items/less than 2000USD per order): 15 working days fill rate: ≥96%

Express orders (10 items/less than 1000USD per order): 10 working days fill rate: ≥98% If air order and express order exceed the maximum limitation, JAC will accept the orders as well but it will be treated as sea order that follow sea order lead-time and rill rate. Also smooth communication and timely confirmation between the two parties are key factor to lead-time too.

2. DMS introduction

2.1DMS website address: http://dms.jac.com.cn/JACINTERDMS/

JAC will provide access to authorized distributors to login in DMS. Distributors can make and place orders, follow up, check price and minimum packing size by part number etc. in DMS. Take note that JAC DMS system is an online system and price would fluctuate. JAC guarantee that most of the prices would keep the same for a certain period of time, but cannot avoid change of some items.

Spare parts price is indicated in DMS. Distributors could log in DMS to check spare parts price. If fluctuation of parts cost is more than 2% due to exchange rate and raw material price, JAC has the right to timely adjust spare parts price in DMS.

2.2. DMS operation instruction

2.2.1Once distributors get access to DMS, you can place parts orders in it based on market requirements. JAC would verify the order the next working day and send back to distributors to confirm after approval. Distributors need to arrange payment based on payment requirement specified in item a. JAC financial department would verify the payment status and would begin parts pick-up process after financial department approval.

2.2.2.Distributor spare parts team needs to be trained until master how to use DMS. JAC personnel would offer training too during visit.

2.2.3.Please refer to DMS user’s manual for detailed operation..

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Section 3 Spare parts claim 1. Definition

Item Discrepancy: physical item is different with that in the invoice or on the original vehicle, but with the same quantity and no damage;

Quality Discrepancy: damage, deformation, rusting or partial function failure due to poor package or transportation, but the physical item and its quantity are the same with that in the invoice; this case is only accepted before the items are fixed on the vehicles.

Quantity Discrepancy: items are the same and well packed but the physical quantity is different with that in the invoice.

In case of any discrepancy during receiving process, please fill “JAC PARTS REPORT FORM” and feedback to JAC. JAC will send solution within 3- 5 working days.

2. Discrepancy feedback

Any discrepancy found, distributors are required to feedback following below regulations.

2.1Air order: fill “PARTS REPORT FORM” and feedback to JAC within 5 working days after clearance.

2.2.Sea order: fill “PARTS REPORT FORM” and feedback to JAC within 15 working days after clearance.

2.3“Parts report form” template please see appendix 7-1

Section 4 Parts warehouse management 1. Routine regulations

1.1.Warehouse keeper is responsible for parts reception, delivery, stock, keeping and inspection etc.

1.2.Daily operation follows first-in-first-out principle, which also decides their stocking method and position.

1.3Warehouse forbids keeping personal goods, neither goods from other companies without previous approval.

1.4Warehouse employees forbid taking warehouse goods.

1.5Except warehouse employees and people related to business operation, others are not allowed to come into warehouse without previous permission. Meeting guests or chatting with employees from other departments are forbidden.

1.6No fire, no smoking. Warehouse keeper should know how to use fire distinguisher and should accept safety training periodically.

1.7Complete all required procedures prior to parts reception or delivery. Financial account, card and warehouse goods should comply with each other. Check-up periodically and be willing to accept inspection.

1.8Do inventory once a month to see if the physical stock, part number and part label is the same as computer record. Financial department, purchasing department and audition department should do the inventory together at the end of every June and December and make inventory report. Make sure the labels of spare parts in the warehouse are kept in good condition. After inventory, fill and feedback to JAC “spare parts sales and stock monthly statement”.

1.9.Shortage, abandon, inventory profit, inventory losses and other abnormal things

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should be reported to managers to analyze reasons and find solutions. Never handle it without permission.

1.10All goods cannot lend without previous approval. All assembly cannot be disassembled. Get approval in advance if there is special case.

1.11.Warehouse staff should inspect whether the warehouse doors and windows, power, water supply are turned off to ensure the safety before leaving.

2. Spare parts reception regulations

Spare parts reception means the complete process of parts receiving, inspection and other necessary procedures before keeping it in warehouse. Stocking department should issue go-down entry and the entry could only be accepted when it is comply with purchasing order. The entry is the only proof for warehouse keeper to accept the goods.

The entry should include information such as where it is from, who to receive, what it is, specification, quantity, unit price, quantity received, time received and stocking department etc.

2.1Reception

Get prepared with clear responsibility, complete documents and proofs. When any goods arriving warehouse, people should identify what it is and its characteristics, quantity, weight etc. Point out where and how to discharge the goods. Prepare facility to do the work and notify related people to check the goods.

2.2.Inspection proof

Inspection proof is purchasing contract, whose mainly content is specification, model, quantity, supplier, lead-time, packing requirement and dispute settlement etc.

2.3.Spare parts check and accept

Check the parts outlook first to see if it is wet, damage, deformation or pollution etc. then check if the parts name, specification, model, quantity, supplier and unit of measure are correct. Any discrepancy found, warehouse keeper should reject the goods and report to purchasing department and financial department for resolution.

Regarding quality inspection, warehouse keeper should fill and submit “inspection sheet” to quality control department, who will do the inspection accordingly.

2.4.Enter warehouse

If qualified, the spare parts should enter the warehouse for keeping immediately. Following works are required.

2.4.1.Double check

Double check to see whether the reception record, entry sheet and other documents are complete and correct; Double check to see whether the parts are the same as previous stock on shelf; whether the part number are the same; whether the quantity is correct; Double check to see whether the identification card attached on spare parts are correct; whether the data is recorded in system; whether the parts record, card record and material are matching with each other.

2.4.2.Making record

The record should indicate correctly the material in and out situation, no matter by computer or manually. The record should include part number; enter warehouse date, parts description, quantity, unit price, in or out. The record cannot change and shall be

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sealed when changed. 2.4.3. Making files

Making files for all parts in stock in case of counter check, which could also improve warehousing level.

3. Spare parts delivery regulations

Warehouse-out process should abide by “first-in –first-out” principle.

Warehouse-out order sheet should include customer name, date, entry number, part name, quantity, keeper name.

3.1. Delivery procedure

All parts order delivery should be done when the “application form” or “shipment notice” is approved with signature of related people.

3.1.1. Double check

When receive shipping notice, warehouse keeper should double check the parts name, shipping quantity and see if it complies with materials in stock.

Check the packing. If the package is broken, the goods should be returned to re-pack. Label should be clear and complete.

Everything is correct and good, the parts could be delivered. 3.1.2. Pass

Warehouse keeper should issue “pass certificate” and give it to carrier as proof to pass warehouse out-door inspection.

3.1.3. Make record

Please refer to related regulations in “spare parts reception” part. 3.1.4 Make file

Please refer to related regulations in “spare parts reception” part.

4. Stocking management

4.1.Stocking position requirements 4.1.1 Stacking principles

The goods cannot be deformed and ensure the safety of people, cargo and equipment operation.

Convenient for warehouse keeper to pick up or stock. Convenient for forklift to operate.

Easy to be managed by IT system. Make full use of space.

4.1.2 Palletizing principles

Handle carefully. Big size first; heavy parts first.

Labels are clear and oriented outside in order to see easily. Place stably and orderly.

If place on shelves, the edge of goods should not exceed shelf. Footway is wide enough to do all work.

Different parts from different batch should be palletized separately with distance no less than 10cm. sequence it by reception time.

Parts packed by paper box or bottled goods should be placed upwards. Parts that packages are broken should be placed separately.

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4.1.3 Stacking methods

Take advantage of forklift based on stocking requirements.

Small size parts such as bearing, electrician parts etc. should be placed on shelves. Similar items should be placed at the same shelf in order to convenient pick-up.

Pallets should be placed considering its weight. 4.1.4 Damp proof requirements

Isolate the package based on the goods characteristics and weather conditions. Isolate material could be linoleum, wood etc. when wood is used, it should be treated by damp proof and worm proof in advance.

4.2 First-in-first-out principle

All goods should be managed by “first-in-first-out” principle to avoid the possibility that goods deteriorate due to long time stock.

Stock the parts according to the time it arrived warehouse.

Divide warehouse into subareas properly and effectively. Warehouse keeper should know the subarea clearly.

All subarea should be managed by board, which should indicate clearly what parts in and what parts out the area.

Record card should be clear and comply with record in system. When there is parts out, warehouse keeper should always deliver parts from the oldest stock.

4.3 Turnover rate

Turnover rate=quantity delivered monthly/ average stock quantity

Average stock quantity= (stock quantity in the first day of the month + the quantity in the last day of the month)/2

5. Inventory management

Inventory means to check the quantity and quality of goods in stock and see if the actual quantity is the same as the number indicated in system. Find out the items that are stocked long time. Analyze the possible reasons for shortage or more and improve.

5.1 What to check

5.1.1Check the quantity of goods in stock is the same as the number indicated in system. If discrepant, analyze the reasons.

5.1.2Check the quality of goods in stock to see if there is corrosion, rusty or damaged by insects or mice. Test the sample when necessary.

5.1.3Check if there is backlog or overdue stock and what are the reasons

5.1.4Check if the stacking is stable; if there is water on floor; if the warehouse roof is leaking; if window and door are good; if the humidity is proper

5.1.5Check if the safety and fire distinguisher equipment are complete and qualified

5.2 Different ways to do inventory

5.2.1If the materials in stock are changing all the time, do the inventory by different batch or different item. When warehouse receive every batch of parts or make every delivery, warehouse keeper should make record on parts card and keep documents. When do inventory, check if the actual stock is the same as record.

5.2.2Do inventory periodically

Check the quantity and quality of warehouse stock at the end of every June and

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December. In order to avoid mistake, warehouse should be shut off. Therefore, it is essential to get prepared in advance.

5.3 Slow movement stock

After the year-end inventory, materials which are not sold for more than 2 years are slow movement stock, which need to be verified and make ways to handle. Total amount of slow movement stock should not be higher than 5% of total stock. Distributors must manage their safety stock effectively. When slow movement stock is too large, distributors need to strengthen its warehouse management.

Recommended solution for slow movement stock: make promotions, visit fleet customers to obtain orders, share stock with other neighboring markets, re-account value of the spare parts by finance department to determine a new price , and other solutions.

Section 5 Parts system guarantee capability 1. Parts supplying system

1.1Establish parts supplying system by 4 different levels: the 4 levels are PDC in China-regional PDC-distributor PDC-dealer warehouse, which aimed to support and promote vehicle sales.

1.2 Parts operation system

1.2.1Keep sufficient parts stock based on the quantity of each vehicle model in the market; make parts order every month to replenish stock by analyzing the parts shortage statistics through parts management system.

1.2.2Parts management system: distributor should record JAC part number, description, stock & sale quantity and corresponding vehicle model in their parts management system. The parts system should also be able to generate sales and stock report every month.

1.2.3Safety parts stock for new model: for every new model imported to the market, the distributor is required to make initial parts order in advance. JAC strongly recommends stocking certain quantity of engine assembly, transmission assembly and cabin assembly in case of accident.

2.JAC spare parts warehouse 2.1.JAC PDC in China

JAC has separate spare parts warehouses for light duty trucks, heavy duty trucks and

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passenger cars. Their stock is shared with overseas distributors.

Meanwhile, in order to better satisfy international markets’ spare parts demand, JAC has established a special spare parts warehouse for overseas market in 2013 with 15 million RMB stocks of all kinds of parts. Once an order is placed, fill rate reaches to 60%.This at least reduced lead time by 10 days.

This warehouse is managed by special team with functions of inspection, receiving, packing and delivery. Also JAC optimized warehouse management system in 2015 and established WMS system to better control warehouse stock so as to improve stock efficiency and reducing lead time.

2.2.JAC overseas regional spare parts warehouse

According to international spare parts market network planning, JAC will gradually establish overseas regional spare parts centers, initially in South America, Middle East and Europe as the main development direction. Currently JAC has established Latin America Spare parts warehouse in Panama Colon Free Trade Zone. Panama warehouse has two floors with total area of nearly 6,000 square meters, whose inventory amount raised to $ 1.6 million at the end of 2015. Panama warehouse is operated by special team and JAC appoint personnel to assist management all the year. This warehouse also has a separate warehouse management system, and a website which can upload orders and provide online service. In July 2015, Panama warehouse opened to officially supply JAC genuine spare parts to Peru, Guatemala, Dominica, Costa Rica, Nicaragua, and other distributors in South America.

3. Regional Parts Stock Sharing Mechanism

3.1In order to satisfy emergency spare parts needs of some markets and to improve spare parts turnover rate, JAC established spare parts stock regional sharing mechanism. Spare parts pricing principles are determined by JAC and stock is shared among markets in the region who agrees with the principle. In order to apply this mechanism, JAC requires distributors to regularly send spare parts stock report to JAC so that JAC could have the newest stock of each distributor. Once an emergency parts is needed, JAC could check each distributor’s stock and coordinate to send the parts from neighboring distributor’s warehouse to decreasing lead time and increase customer satisfaction.

3.2.Currently Gulf markets have basically reached agreement and begin to implement stock sharing mechanism. For emergency parts requirements, JAC will firstly check the spare parts inventory in each market, and if market A has the spare parts, JAC will transfer emergency parts from market A to the market, with the fastest speed to meet market demand.

3.3.Regional parts stock sharing mechanism requires distributors’ support. Currently JAC is planning to indicate each distributor’s spare parts inventory information on online system, so JAC can promptly see distributor’s stock in order to more accurately meet spare parts demand.

Section 6 Accessories

JAC has provided some accessories for passenger cars to meet market demands, which distributors should show to customers actively. Accessories include Shark Pin,

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explosion-proof film, seat cover, steering wheel cover, foot pads, rain-guard plate, mud-guard, driving recorder, MP5 and DVD etc.

1. Display area and sample show cabinets

JAC passenger genuine accessories should be displayed close to the customer entrance,

service dispatching desk and other areas with high customer flow.

Showcase display

2, the principle of fine display 2.1 Profitable

Original showcase, enhance the brand image and professional;

Variety, to meet customer personalized, functional, diversification requirements; In line with the social trend of the boutique parts;

Price tags obviously, full function display; 2.2 Attractive

Use innovative means: theme, shape, sound and light to highlight the brand, quality advantages and beauty;

Hand-write number more attractive than telling the customer number; Use high-grade fluff mat;

2.3 Stability

Based on steady, could maintain for a long time;

Unstable display may cause accidents or damage the goods;

Safety shall be the premise in Boutique parts exhibition, ensure the customers’’ safety and prevent damage of boutique parts

2.4 Standard Showcase

Showcase: four high cabinets +eight glass short cabinets +two ground cabinets+one dispatching cabinet+ two small cabinet

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Display photo

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More information, please contact JAC spare parts department.

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Appendix 7-1：JAC PARTS REPORT FORM

JAC 备件反馈单

JAC PARTS REPORT FORM

经销商名称

Dealer Name

订单号/日期

JAC 合同号

Order No.& Date

JAC Invoice No.

收货日期

报告日期

Date of Arrival

Date of Report

件名

收货件

短缺

多余件

照片(带

经销商

JAC 回

箱号

项目号

件号

类型

清单件数

件数

条形码)

单价

总额

要求

备注

Case

Item

Part

Packing

数

Short

数

Photo(w

Unit

Amo

Dealer

复

Remar

Descrip

Type

Real

Excess

JAC

No.

tion

List Qty

Qty

age

Qty

ith

Price

unt

Requir

Qty

sticker)

ement

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Appendix 7-2：JAC Monthly Spare Parts Sales And Stock Report

JAC Monthly Spare Parts Sales And Stock Report

Distributor Name

Date of Report

							Total
			Sales	Stock		Total	Stock
		Part	Quantity	Quantity	Unit	Sales	Amount
S/N	Part No.	Description	销售数	库存数	Price(USD)	Amount	库存金	Remarks
序号	件号	件名	量	量	单价	销售金额	额	备注
1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

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Chapter VIII Training Management

Section 1 Training system overview 1. Three levels training system

In order to bring resource of distributors into full play, fully enhance service capability, JAC build three levels service training structure in at national scale, there are head quarter training center, regional training center and dealers training branch.

2. JAC training center

2.1 JAC domestic training center

JAC training center is located in Hefei Economic Development Zone, inside the JAC University, the construction area is more than 10,000 square meters. JAC training center focuses on cultivating various kinds of talents including technicians, engineers for JAC and also be responsible for the six key positions training of Jianghuai Automobile service providers. Training center contains all kinds of vehicle, engine, gearbox, drive axle, electrical system, multimedia classroom facilities, and the theory teaching, disassembly practice, fault simulation, trouble shooting and skills examination can be carried out in it.

2.2 Regional training center

In order to strengthen regional radiation ability, JAC will set up four training centers in South America (Chile), Middle East (UAE), Eurasian (Russian) and Southeast Asia (Vietnam), entrusted with the distribution in JAC company site or contract dealer area, to bear the regional function of service training. On the basis of JAC overseas training center authorization mechanism, JAC Authorized Training Center for overseas will be given to the relevant policy support, standardized operation, guarantee the "going out" training.

JAC oversea training center authorization process

Dealer apply → dealer make ready for service → JAC check and approve → sign agreement → issue authorization certificate

2.3Training center construction standards and procedures

2.3.1.Training Center Construction Standards

Depending on the mode of funding, JAC overseas service training centers will be divided into Class A, Class B, Class C , classification criteria is shown as below.

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Classifica	Class A	Class B	Class C
tion	（JAC wholly	（joint-venture）	（Distributors wholly owned）
criteria	owned）
		JAC50% (material input, refer to	Distributors 100%
Funding	/	agreement),Distributors50%	Distributors 100%
Funding	/	agreement),Distributors50%

		Training room ≥1and area≥60 ㎡	Training room≥1and area≥30 ㎡
Field	/	Workshop ≥1and area≥100 ㎡	Workshop≥1and area≥50 ㎡
		（built by distributors）	（built by distributors）

Trainer Qty.	/	Trainers of distributors ≥2	Trainers of distributors≥1

Manager	/	Full-time（paid by distributors）	Part-time（paid by distributors）

		Heavy duty truck engine≥1
		Light duty truck engine≥1
		Passenger car engine≥2
Training	/	Heavy duty truck transmission≥1	/
material		Light duty truck transmission≥1
		Passenger car transmission≥1
		Vehicle electric circuit bench≥1

Training	/
capability		JAC：≥2person-time, distributors：≥80person-time	Distributors：≥30persontime
yearly

Training	/	Determined by JAC	Determined by distributors
plan yearly		Determined by JAC	Determined by distributors
plan yearly

Period of	/	2 years	2 years
validity		2 years	2 years
validity

Obligation	/	Refer to text	Refer to text

(1) Qualifications

①legal entity or related branch approved by JAC, having JAC product agent or sales qualification.

② work on vehicle service training more than 1 year, has a good social reputation and rich experience in training.

(2) Filed requirements

①Rented raining places should have the legal property and not less than 2 years of lease or contract, self-owned training places should have land use and housing ownership certificates.

②Training places should comply with local environmental, labor protection, fire safety and other laws and regulations, and have lighting, ventilation and emergency evacuation conditions.

③Training classroom should be no less than a standard classroom, and the indoor area should be no less than 60 square meters (Class B) or no less than 30 square meters (Class C), equipped with desks, chairs, platform, black and white board, multimedia teaching equipment, etc.

④ Workshop should be not less than a standard field, and the area should not be less than 100 square meters (Class B) or not less than 50 square meters, able to hold practical

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skills training for 20 people or 8 people, and equipped with emergency rescue skills training equipment and facilities.

(3) Trainers requirements

①JAC distributors should have at least 1-2 or more full-time / part-time training teachers skillful enough at repairing engine, chassis, car electrical, car sheet metal etc., having intermediate professional technical titles in related field.

② have good language skills.

③ qualified by JAC International Customer Service Dept. , obtain the JAC trainer qualification certificates and training certificates.

(4)Tools and equipment requirements

Divided based on distributors business: see appendix 8-1.

(5) Organization requirements

①Add training center manager into the organizational structure of distributors, and the manager should be paid by distributors.

② Distributors full-time / part-time trainers are considered as training center employee and responsible for training plans of service training center and training implementation. 2.3.2 Training Center management responsibilities

A. Responsible for construction and management of regional service training center authorized by JAC such as service training centers equipment procurement, maintenance of facilities, maintenance of prototype, routine sanitation and safety inspection.

B. Responsible for organizing training in their areas, provide services training, technical support, information consulting, etc.

C. Earnestly implement JAC service policy, make every effort to implement the various service training programs, and under management, supervision and evaluation of JAC international customer service department.

2.3.3 Training center construction process

(1) Application

A. Overseas distributors who apply for JAC service training centers must firstly submit the following materials to the JAC International Customer Service Dept.: basic registration form (including Full name, full address, telephone number, nature of enterprise, legal personality, covering area, equipment condition, maintenance and technical level, etc.), staff structure (including the introduction of legal representative, organization structuring, staffs, etc.), business scope, management system.

B. After receiving the application, the leader of JAC international customer service department decide whether arrange assessment, if it is not qualified or do not meet the JAC service training center construction plan, the customer service department will send a letter to inform the results to the distributors and explain the reason in five working days .

(2) Assessment

A. For service training centers which comply with the planning and construction standards, JAC international customer service department will arrange staff to make comprehensive study to check whether the site comes in accordance with the requirements of the construction standards, if the site meets the requirements, JAC training center

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Investigation report will to be made and signed by the general manager. After finishing assessment, JAC staff will put out JAC intend-to-build service training center scoring table.

(3) Approval

A. After assessment, complete application materials and study materials will be submitted to customer service department for review and approval according to JAC Foreign Service Training Center construction planning program and actual situation of the applicant. Within 30 days the final comments about whether agree to build the training center will be given.

B. If JAC rejects the application, the customer service department will send a letter to inform the results and explain the reason in five working days.

(4) Sign agreement

A. If the building plan was approved, two sides will sign JAC overseas service training center construction agreement after approval of customer service department.

B. After signing the agreement, JAC international network management section will make authorization card, service representative will visit the market for awarding service training center, and the service training center will be formally running.

JAC service training center construction process

No.

	Procedure	Responsible		Cooperate	Remark
		unit		unit
				JAC
Require to build training center				JAC	Fill in service training
Require to build training center				international	Fill in service training
		distributors			center	construction

				customer
				customer	application
				service dept.	application
	application			service dept.
	application

		JAC			Receive application and
		international			Receive application and
		international		distributors	ask lead for whether
		customer		distributors	ask lead for whether
	assessment	customer			arrange assessment
	assessment	service dept.			arrange assessment
		service dept.

		JAC
		international		distributors	Make report and ask for
		customer		distributors	approval
		customer			approval
	Approval	service dept.

		JAC	overseas	JAC	Both sides	sign JAC
				JAC	Both sides	sign JAC
				international	overseas	service
		service	training	international	overseas	service
		service	training	customer	training	center
	Sign agreement	center		customer	training	center
	Sign agreement	center		service dept.	construction agreement
	with JAC			service dept.	construction agreement
	with JAC

Note: JAC overseas service training center is certificated by JAC international, JAC international reserves the final explanation of JAC overseas service training center

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construction agreement

Section 2 Training management regulations 1. The way of training

At the beginning of each year, JAC issues the annual training plan. On one hand, JAC invite the dealers to participate in the training; on the other hand, the dealers apply for training and then JAC make arrangement. The training place is in JAC training center (training in JAC) or in oversea training center (training abroad). In addition, distributors can also log on JAC's online training system (http://gts.jac.com.cn:8023) to participate in online learning training and certification.

2. Training procedure

2.1. Distributor training application procedure

Needs analysis

Needs investigation

Confirm the	Design the lesson	Develop	the	Teacher management
target		lesson
	Effect evaluation	Training		Training plan
		arrangement
Training awards	Training files

2.2 .Management measures

2.2.1 Senior network training management

2.2.1.1JAC International is responsible for coordinating, planning, managing and implementation of all outlets service training, the specific docking department is service area, and the implementation department is customer service department.

2.2.1.2 Training for not launching models

According to the training plan and the practical situation of the JAC oversea dealers, JAC International customer service department make training plan and notify the JAC oversea dealers to take part in the training through emails.

2.2.1.3 Training for the launched models

JAC overseas dealers report the training demand to customer service department or JAC service representative make the training plan according to deficiency of overseas distributors service ability, and then customer service department together with the service zone organize and notify the JAC overseas distributors to participate in the training.

2.2.1.4 Training attending requirements

JAC overseas distributors must read the notice of training carefully

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JAC overseas distributors must select qualified personnel to participate in the training. If the selected staff does not meet the training requirements, JAC would cancel his/her training qualification.

JAC overseas distributors must take part in the training according to the plan and within prescribed time. If not, the staff is not allowed to participate in the training.

If JAC distributor does not participate in the training according to the JAC training requirements or without any reason, JAC will cancel the new models training qualification. JAC international arrange accommodations for overseas distributors, but the cost shall be borne by the students themselves.

From the beginning to the end of training, breakfast, lunch and dinner shall be covered by students themselves in principle.

Have to obey the law, and any violations of law occurred during training shall be borne by the parties.

In principle, no leaving is allowed. If the student cannot participate in the training because of illness, he/her should ask for leave of absence from the training teacher. If there is any special reason for not continuing the training, the student must put forward written description report for approval, and then leave.

during the training, the students must cherish teaching facilities, equipment, materials and so on, any damage or loss caused by abnormal use or improper storage, the parties shall give compensation, if the circumstances are serious, JAC will cancel his/her qualification of training.

To measure the training effect, all participated students shall take exams during the training, unqualified student will not get the training certificate.

2.2.1.5 Retraining request

(1)All participated dealers should clear up and keep training materials well, in half a month after training, they should arrange corresponding internal training to their own staff. JAC will supervise, evaluate and tracking their internal training effect.

(2)After the internal training, senior dealers should give training to the junior dealers within one month.

(3)After the retraining, JAC distributors must submit training record form as JAC requested, and all training record form must be filled in accordance with standard.

(4)Training record forms be accomplished during the retraining: Retraining plan form: attachment 8-2

Retraining record form: attachment 8-3

Retraining questionnaire: attachment 8-4 2.2.2 Junior network training management 2.2.2.1 annual/quarter training plan

Senior network is responsible for making annual/quarter training plan for the junior network, and report it to JAC customer service department, being supervised and evaluated by JAC.

Senior network is responsible for the training record of the junior network and then send it to JAC customer service department by email.

2.2.2.2 annual/quarter training inspection

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Based on the training records and materials submitted by the overseas distributors, JAC customer service department review the implementation of training plan, analyze the training effect etc.

Training inspection is in strictly accordance with the ISO10015 standard system.

3.Courses and certification system 3.1 Courses system

3.1.1 Courses structure

1.Distributors service training courses structure:

Distributors service training

courses structure

Corporate culture

Position skills

Products knowledge

JAC Charter	Service	Maintenance	Light duty vehicle
JAC Introduction	Management	skills	Heavy duty vehicle
			Passenger vehicle
	Primary	Maintenance workers
	Advanced	Maintenance technicians
		Diagnostic technicians
		Technical director

3.1.2 Corporate culture

The development process of JAC is a hard work and forging ahead history of several generations of JAC people, is the process of continued refinement of JAC culture. "JAC Charter" reflects contents of JAC culture, and also experience summarize of decades of management and practice. As distributors of JAC, fully learn and understand the meaning and spirit of the JAC Culture is essential. JAC Charter consists of eight chapters: the vision, mission, core values, operating principles, management philosophy, the spirit of the new Red Army, caring staff, honest practitioners comprise JAC culture.

Meanwhile, "JAC introduction" as the main content of the Company introduction can help distributors to fully understand the latest corporate profile, corporate strength, international business, etc. and help both sides to better understand each other and promote the business work.

3.1.3 Position skills

According to the requirements of overseas distributors after sales service business, JAC suggests distributors to build standard enterprise personnel structure, establish the

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mechanism of recruit, train, employ and stabilize to reserve human resource for long-term healthy development. Depending on the specific job functions, there are service management positions and maintenance skills positions, different positions have different levels of courses. As follows:

Service Management: The course is set by two levels, primary courses for service adviser, claims officer, spare parts salesman, advanced courses for service director.

Post	Course title	Hours	Course Description
	Meet JAC	2	Enterprise Introduction,
	Meet JAC	2	Product Overview
			Product Overview
	Vehicles model introduction	2	Detailed introduction of
	Vehicles model introduction	2	vehicles
			vehicles
	Service brand	4	Brand meaning, commitment
Service	Service management	4	Business, procedure,
director	Service management	4	management
director			management
	Star service center operation	4	Service center layout,
	Star service center operation	4	management, evaluation
			management, evaluation
			Warranty policy, claim
	Warranty policy and procedure	2	procedure, claimed parts
			management
	Meet JAC	2	Enterprise Introduction,
	Meet JAC	2	Product Overview
			Product Overview
	Vehicles model introduction	2	Detailed introduction of
	Vehicles model introduction	2	vehicles
			vehicles
Service	Warranty service guideline	2	Service policy, warranty
Service	Warranty service guideline	2	policy
advisor			policy
	Telephone communication skills	4	Telephone communication
	Telephone communication skills	4	skills
			skills
	Customer care	4	Customer care
	Reception etiquette and manners	4	Reception etiquette and
	Reception etiquette and manners	4	service manners
			service manners
	Meet JAC	2	Enterprise Introduction,
	Meet JAC	2	Product Overview
			Product Overview
Claim officer	Vehicles model introduction	2	Detailed introduction of
Claim officer	Vehicles model introduction	2	vehicles
			vehicles
	Warranty training	4	warranty standard, procedure,
	Warranty training	4	DMS operation
			DMS operation
	Meet JAC	2	Enterprise Introduction,
	Meet JAC	2	Product Overview
			Product Overview
Spare parts	Vehicles model introduction	2	Detailed introduction of
Spare parts	Vehicles model introduction	2	vehicles
salesman			vehicles
salesman	Spare parts management	4	Spare parts management
	Spare parts management	4	Spare parts management
	Spare parts technology, EPC	4	Parts number coding rule,
	Spare parts technology, EPC	4	classification, EPC
			classification, EPC
	80

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Spare parts order, DMS	4	Spare parts order procedure,
Spare parts order, DMS	4	DMS
		DMS
Warehouse management	4	Warehouse layout, system

Maintenance skills: courses are set by four levels: primary courses for maintenance workers, intermediate courses for maintenance technicians, advanced courses for diagnostics technicians, and technical director must obtain two diagnostic technician certifications.

Classification

Course Title

Hours

Course Description

Meet JAC

Enterprise Introduction, Product Overview

Maintenance

Personnel

professional, caring for vehicles, safety, 5S, etc.

accomplishment

Maintenance

Service policies and

service

concept,

service

policies, service

workers

service standards

standards procedure

procedure

Vehicle use and

vehicle use and maintenance

maintenance

Maintenance

disassemble common vehicle parts

Troubleshooting

Basics and steps of

basics

knowledge

of overall

and disassemble

overall

steps of vehicles

Engine base

Engine theory, JAC main matching engine

Engine

Engine Mechanical

Introduction,

disassemble,

common

faults

and

parts

maintenance

Engine electric parts

Introduction,

disassemble,

common

faults

and

maintenance

Maintena

Basics and steps of

basics knowledge of electric equipment

nce

overall

technicia

Chassis

Basics of vehicle

Basic principle , disassemble, common faults

chassis

and maintenance

Main parts of chassis

Basic

principle of

main

parts , disassemble,

common faults and maintenance

basics and steps of

basics knowledge of electric

overall

Electric

Main parts of electric

Basic principle of main parts , disassemble,

equipment

common faults and maintenance

Main parts of vehicle

Basic

principle of

main

parts , disassemble,

electric circuit

common faults and maintenance

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		Fuel engine control	8	Fuel engine control system
		system	8	Fuel engine control system
		system
		Diesel engine control	8	Diesel engine control system
		system	8	Diesel engine control system
	Engine	system
	Engine	Engine troubleshooting	8	engine troubleshooting and fault analysis
		and fault analysis	8	engine troubleshooting and fault analysis
		and fault analysis
		Handheld diagnostic	4	Diagnostic tools
		tools	4	Diagnostic tools
		tools
		Commercial vehicle
Diagnosti		chassis	8	Commercial vehicle chassis troubleshooting and
cs		troubleshooting and	8	fault analysis
cs		troubleshooting and		fault analysis
technicia	Chassis	fault analysis
ns		Passenger car chassis		Passenger car chassis troubleshooting and fault
		troubleshooting and	8	Passenger car chassis troubleshooting and fault
		troubleshooting and	8	analysis
		fault analysis		analysis
		fault analysis
		Commercial vehicle
		electric	8	Commercial vehicle electric	troubleshooting
		troubleshooting and	8	and fault analysis
		troubleshooting and		and fault analysis
	Electric	fault analysis
		Passenger car electric		Passenger car electric troubleshooting and fault
		troubleshooting and	8	Passenger car electric troubleshooting and fault
		troubleshooting and	8	analysis
		fault analysis		analysis
		fault analysis
Technical	Technical director must obtain two certifications of engine, chassis and electric diagnostic
director	technicians.

3.1.4 Products knowledge

The courses are divided by types of JAC products, they are:

(1)Light duty commercial vehicles: shuailing, junling, haoyun,etc.

(2)Heavy duty commercial vehicles: Gallop

(3)Passenger cars: Refine, Sunray, etc.

(4)Other products:4GA, 4GB, 4DA, 4DB, JAC-Navistar engines powertrain products and chassis products, as well as i-EV electric vehicles.

3.2. key positions qualification

The collaboration development of JAC and overseas distributors depends on the design, manufacturing and durability of JAC product , depends on good customer relations and ability to provide quality and efficient customer service. At the same time, a key element of building customer loyalty is to have staff with overall abilities. In JAC training has always been considered as very important aspect. The key to the successful implementation of the training is to have a certified teacher, good equipment and training programs which can meet internal and external customer needs . In order to ensure consistency of service capabilities between worldwide regional distributors, JAC is committed to the construction and the implementation of key positions training certification and assessment process

system so overseas distributors could implement training in strict accordance with JAC

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training standard and get certification and training support. 3.2.1 Certification Process

In order to improve service standardization, enhance service quality, JAC implement core service qualification certification system and make objective, impartial, scientific and standardized evaluation and identification for skills levels and professional qualifications of service personnel, and grants certificates to those who pass the examination.

JAC currently makes the qualifications for service director, service advisor, claims officer, spare parts salesman, technical director, diagnostic technicians, maintenance technicians seven types of key positions, grants corresponding certificates.

Certification Process: Distributors dispatch appropriate personnel to participate in corresponding training courses. After finishing all required training courses and passing related exam, JAC will grant positions qualifications certifications.

3.2.2 Certification standard

Service Management

Position	Service advisor, claim officer,	Service director
Position	spare parts salesman	Service director
	spare parts salesman

		 Associate’s degree or same
Basic	 More than 6 months in this	level
condition	position	 More than 6 months in this
		position

		 Obtain 2 certifications of
Certificate	 Pass courses training	service advisor, claim officer,
Certificate	 Pass courses training	spare parts salesman
condition	 Pass certification exam	 Pass courses training
		 Pass certification exam

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Maintenance skills

Position	Maintenance	Maintenance	Diagnostic	Technical director
Position	worker	technician	technician	Technical director
	worker	technician	technician

				 Associate’s
	 More than	 More than	 More than 6	degree or
Basic	 More than	 More than	 More than 6	same level
Basic	6 months	6 months	months in	same level
condition	in this	in this	months in	 More than 6
condition	in this	in this	this position	 More than 6
	position	position		months in this
				position

		 Obtain	 Obtain
		primary	 Obtain
		primary	intermediate
	 Pass	certificatio	intermediate	 Obtain two
	 Pass	certificatio	certification	 Obtain two
	courses	n	 Pass	advanced
Certificate	training	 Pass	 Pass	certifications
Certificate	training	 Pass	courses	certifications
condition	 Pass	courses	courses	 Pass
condition	 Pass	courses	training	 Pass
	certificatio	training	 Pass	interview
	n exam	 Pass	 Pass	evaluation
		certificatio	certification
		certificatio	exam
		n exam	exam
		n exam

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Appendix8-1：JAC overseas service training center tools standard

Category	No.	Name of tools			Qty.	Passenger	Commercial
						vehicle	vehicle
	1	Lift machine			1 unit	●	o
	2	Trench			1 unit	o	●
	3	Air compressor			1 unit	●	●
General tools	4	Workbench			2 units	o	o
General tools	5	Jack			2 units	●	●
	6	Press machine			1 unit	o	o
	7	Electric weld machine			1 set	o	o
	8	Charge machine			1 unit	●	●
	9	SATA general tools			2 sets	●	●
	1	X431 scanner			1 set	●	●
	2	Refrigerant		detect	1 set	o	o
		machine
Test equipment	3	Refrigerant		filling	1 set	o	o
Test equipment		machine
	4	High pressure		oil pump	1 set	o	o
		test bench
	5	Injector test bench			1 set	o	o
	6	Smoke meter			1 set	o	o
	7	Brake test equipment			1 set	o	o
	8	Oil pressure detector			1 set	o	o
	1	Vernier caliper			1 unit	●	●
	2	Outside micrometer			1 unit	●	●
	3	Inside micrometer			1 unit	●	●
Measuring device	4	Dialgauge			1 unit	●	●
Measuring device	5	Tape			1 unit	●	●
	6	Multimeter			2 units	●	●
	7	Cylinder	compression		1 unit	●	●
		gauge
	8	Tire gauge			1 unit	●	●

	1	JAC vehicle special tools			2 sets	●	●
Special tools	2	four-wheel		steering	1 set	o	o
Special tools		wheel locator
	3	Engine prototype			2 sets	●	●
	4	Transmission prototype			1 set	●	●
	5	Vehicle axle prototype			1 set	o	●
	6	Vehicle electric circuit bench			1 set	o	o

Remark ：● must-have；o recommended。

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Appendix 8-2：Retraining Plan

		转训计划 Retraining Plan
		JAC-PXTX-JL-22
经销商			培训课题
Distributor			Topic
培训人数			培训日期
Number of			培训日期
Number of			Date
people			Date
people
培训地点			班主任
Training			班主任
Training			Class Adviser
Place			Class Adviser
Place
能力差距			培训目标
能力差距			Training
Ability Gap			Training
Ability Gap			Objective
			Objective
	内	容 Content	学时	日期	教室	培训教师
	内	容 Content	Hour	Date	Classroom	Teacher
			Hour	Date	Classroom	Teacher
课程安排


Course
Course
Arrangement
Arrangement




制约条件分析					解决
Restrictive					方案
Condition					Solution

培训方式
Training
Mode

考核方式
Assessment
Mode

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Appendix 8-3：Retraining Record Form

	转训记录表 Retraining Record Form
	JAC-PXTX-JL-23
培训课题 Training topic：		培训时间 Training time： Y M D

序号

Item

单位

Company

姓名

name

性别

sex

职务/职称 Position / Title

联系方式 Contact

	手机 Phone	邮箱
	手机 Phone	E-mail
		E-mail

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Appendix 8-4：Retraining Questionnaire

转训调查表 Retraining Questionnaire

培训课题

培训时间

培训教

Training

师

topic

time

teacher

评

价结

果

序号

评价内

容

training results evaluation

item

contents

很好

较好

一般

较差

很差

excellent

good

common

bad

very bad

5 points

4 points

3 points

2 points

1 points

培训资源的准备

Training preparation

培训内容的合理组织

Training contents

organization

教学态度和精神面貌

Training attitude and mental

outlook

培训教师语言表达能力

Verbal ability

培训教师培训技巧运用

Training skill application

意见和建议

suggestions

		请根据培训实施效果进行评价，在“评价结果”栏目对应格次中选择一种情况打“√”并填
说	明	写您的意见和建议。
remark		Please evaluate according to the training effect and “√” in corresponding column
		and then write down your suggestions

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Subsidiary files

1.VI manual

2.Star service center operation manual

3.New vehicle storage management guidance

4.Warranty policy and procedure manual

5.Call center instruction manual

6.Genuine spare parts management manual

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BETTER PRODUCTS BETTER WORLD

制造更好的产品创造更美好的社会

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