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On the face of it, automotive engineering and customer care have little to do with each other. Of course, everything that engineers do is aimed at satisfying the customer and offering higher and higher value, but the two disciplines of engineering and customer care seem to be on two different ends of the spectrum. One would imagine that the engineers do their job and then it is the role of customer service department to interact with customers and deal with their issues. However, if you are willing to look a little beyond the surface, you will find that combining engineering and customer care can be highly advantageous to both the automotive industry as well as the end customer.

Let us begin by looking at what exactly an automotive engineer does. What does his job role entail?

To begin with, it is the role of automotive engineers to design as well as develop various automotive systems like engines, electronics, brakes, fuel systems, suspension, etc.
Secondly, they are also responsible for designing, developing, operating, managing and maintaining automotive assembly lines.
Their job also involves dealing with suppliers for different parts made to their exact precision, managing their costs as well as delivery.
They also have to design, develop and implement a number of tests to ensure that individually and collectively, the parts function optimally and safely. Ensuring safety of the final product is part of their job role.
Finally, it is the role of an automotive engineer to gather data from service centers, repair shops and end customers to identify the problems they have faced in operating the vehicle and them implement adjustments in design as well as the manufacturing process to remove the faults and improve the vehicle.

Now, that the job description of an automotive engineer is before us, it becomes easier to understand how customer care training can be helpful to them. The final point that concerns interacting with customers can be the one factor that gives one company an edge over the others in the industry. If the company has its ears to the ground and is aware of the needs as well as the problems of their customers, the products designed by them are sure to offer greater value to those who use them.

Now, as you can see, getting customer feedback is already a part of the job role of the automotive engineer. But often, he gets information that is second hand. For instance, a customer may make a complaint to a customer care executive, who will pass it along to the engineer. But, it is important to remember that the customer care executive is not technically trained. Neither can he fully understand the exact problem of the vehicle, neither can he ask appropriate question to clarify a point. When the information reaches the engineer, it hardly explains the exact nature of the problem. As you can see, if the engineer was himself dealing with the customer, he would be in a much better position to gauge the problem as well as create a solution.

2009, the adoption of some reduction in purchase tax, Auto Rural areas, trade-in and the economy as a whole other level of encouragement and incentives, the Chinese automobile industry has experienced a wave from the trough to the peak of the magnificent new style continued to rise throughout the year to complete more than 13.6 million vehicle sales. By contrast, vehicle Engine Industry has also completed more than 13 million units and sales of the historical record.

According to statistics, as investment and consumer benefits brought about by the stimulus model emphasis on family car, mini-vans and medium-sized truck, the engine of the market growth in 2009 came from small displacement engines power more .

Policy performance continued to reflect On the vehicle engine, the 1 December 2009, included in the statistical range of 56 motor vehicle companies, total production of engines 13,154,800 units, the cumulative Sell Engine 13,011,500 units, respectively, compared with the same period in 2008, up 47.08%, and 43.85%, the growth rate and overall vehicle production and sales growth similar.

Look on the total production in 2009, production output of more than double by 2006 even more, revealing a significant start consumer demand. However, the cumulative total on the Gap of the second half of 2009 reached the highest in recent years?? The second half of the cumulative production over the first half of nearly 2.02 million units, sales were up nearly 1.78 million gap between the sets, so that the total amount of the second half of the cumulative production and marketing more than 13% of the difference. In addition, the second half of the month up to 6 months of sales are within the engine for more than 1 million units, fully explain the policy stimulus has continued to embody.

From another set of data observations to the number of statistics for 2009 kW engine output and sales volume growth rates of 40.21 percent year on year and 36.52%, respectively, according to the data, the number of statistical units lower 6.87 percent rate and 7.33 percentage points from the market and further illustrates the structure of growth from small displacement engines power more than a large displacement engine.

Specific point of view, at the end of 2009, a total of 56 vehicle engine companies, Chongqing Changan, FAW – Volkswagen, Guangxi Yuchai, Liuzhou Wuling Liu machine, SAIC-GM-Wuling, Beijing Hyundai, Chery, Harbin Dongan Auto Engine, FAW Group, Shanghai GM Powertrain, Dongfeng Nissan, Anhui, all wood, Dongfeng Honda Engine, Guangzhou Automobile and Toyota engines Harbin Dongan Auto Engine, the highest total production of the top 15 ranking.

Difference is that in 2008, due to the overall benefit of small cars, Chongqing Changan replaced over the years, Alliance Chief Guangxi Yuchai engine market, from last year’s third discharged to the first one, and benefiting the other car ranking has improved business. From the total production reached 5 million over the first 45 enterprises (more than 2008 the number of four) can be seen that output more than 100,000 the number of Taiwan enterprises have 38 (more than seven over the previous year home), the annual output of more than 20 million enterprises with 24 (more than the previous year 5), the annual output of more than 30 million enterprises with 20 (compared with more than eight the previous year), annual production of 400 000 11 Taiwan enterprises (more than last year 7). Guangxi Yuchai, following the first two years alone more than annual production of 500,000 units, the 2009 total of seven businesses annual output of this stage station; Chongqing Changan Zeyi 850,000 units of the high yield market in 2009, become the leader of the Executive. Production concentration, the total production of the top 5 companies in the production of concentration 25.34%, this value decreased over the previous year, 0.20 percentage points, compared to 48.60% in 2004 fell by 23.26 percentage points more; the top 12 companies concentration of production was 50.12 percent, compared with 0.87 percentage point decline the previous year. Simple terms, by 2009, five companies of the production scale up to a quarter of the entire industry, the top 12 enterprises producing half the size of the entire industry.