513 20馬力輪式拖拉機(jī)的半軸與制動(dòng)器設(shè)計(jì)（有cad圖等）
513 20馬力輪式拖拉機(jī)的半軸與制動(dòng)器設(shè)計(jì)（有cad圖等）,513,20馬力輪式拖拉機(jī)的半軸與制動(dòng)器設(shè)計(jì)（有cad圖等）,20,馬力,輪式拖拉機(jī),制動(dòng)器,設(shè)計(jì),cad
制動(dòng)系統(tǒng)
制動(dòng)系統(tǒng)是汽車(chē)中最重要的系統(tǒng)，它實(shí)際上是個(gè)能量轉(zhuǎn)換裝置，它把動(dòng)能轉(zhuǎn)化為內(nèi)能。當(dāng)踩在制動(dòng)器上時(shí)，司機(jī)就發(fā)出了制動(dòng)指令，它的制動(dòng)能量是啟動(dòng)時(shí)的十倍，制動(dòng)系統(tǒng)把一千磅的壓力施給了汽車(chē)的四個(gè)輪子。
為安全起見(jiàn)，每輛車(chē)都必須有兩套獨(dú)立的制動(dòng)系統(tǒng)。主動(dòng)系統(tǒng)被稱(chēng)作制動(dòng)系統(tǒng)，是由液壓操縱的，它位于視窗的下部，直接與踏板相連接；副系統(tǒng)是由汽車(chē)自動(dòng)系統(tǒng)操作的。處于安全原因，多數(shù)現(xiàn)代汽車(chē)制動(dòng)系統(tǒng)被分成兩個(gè)部分回路，每個(gè)回路系統(tǒng)作用在兩個(gè)車(chē)輪上，有一個(gè)稱(chēng)作主汽缸的流體汽缸，提供了兩個(gè)不同回路系統(tǒng)的壓強(qiáng)。如果有一個(gè)回路系統(tǒng)不再有氣密性，那意味著只有兩個(gè)車(chē)輪失去控制，汽車(chē)仍然會(huì)停下來(lái)。
為什么踩在踏板上會(huì)使車(chē)停下來(lái)呢？汽車(chē)是怎么把司機(jī)腳上的力量傳輸?shù)杰?chē)輪上呢？其實(shí)，所有的工作都是制動(dòng)系統(tǒng)做的。當(dāng)踏上踏板時(shí)，汽車(chē)就會(huì)通過(guò)流體把司機(jī)的腳力傳輸過(guò)去。基于事實(shí)上的制動(dòng)需要很大的能量，這不是腳力所能達(dá)到的。汽車(chē)因此要擴(kuò)大腳力的能量，有兩種方法：機(jī)械原理（杠桿作用）和流體壓力放大法。
機(jī)械原理 剎車(chē)板的設(shè)計(jì)原理是把司機(jī)的腳力放大幾倍于任何力量傳送之前，甚至相當(dāng)于流體制動(dòng)系統(tǒng)的力量。
上圖顯示，在杠桿的左端提供一個(gè)為F的力，杠桿左臂長(zhǎng)（2X）是右臂長(zhǎng)（X）的2倍，那么杠桿的右端就有2F的力可利用，相應(yīng)的操縱中就有左臂移動(dòng)2倍的高（2Y）相當(dāng)于右臂的高度（Y）。改變左右臂長(zhǎng)的比率，就會(huì)改變力的放大倍數(shù)。
液壓制動(dòng)系統(tǒng) 液壓制動(dòng)系統(tǒng)原理是用諸如油類(lèi)物質(zhì)的不易被壓縮原理，液壓把力從一點(diǎn)傳送到另一點(diǎn)。多數(shù)制動(dòng)系統(tǒng)同樣都是把力量放大的過(guò)程，液壓制動(dòng)系統(tǒng)優(yōu)點(diǎn)在于液壓管以任意長(zhǎng)度和形狀連接著汽缸，液壓可以任意穿越兩個(gè)活塞系統(tǒng)的各個(gè)部分；它的另一個(gè)優(yōu)點(diǎn)是液壓系統(tǒng)放大效應(yīng)操作非常簡(jiǎn)單。流體系統(tǒng)中，要做的只有改變汽缸的大小和連接方式。
汽車(chē)制動(dòng)系統(tǒng)有3中不同制動(dòng)系統(tǒng)的組合：鼓式制動(dòng)器、盤(pán)式制動(dòng)器、鼓式-盤(pán)式混合制動(dòng)器。
鼓式制動(dòng)器 它是用內(nèi)置剎車(chē)片工作的。它附有襯料，作用于被成為剎車(chē)鼓的旋轉(zhuǎn)限定表面。剎車(chē)制動(dòng)片的放大效率是由液壓汽缸使其膨脹觸及制動(dòng)器來(lái)實(shí)現(xiàn)的，這是汽缸效益，在鼓式制動(dòng)器作用下，液壓被迫流入汽缸中，就實(shí)現(xiàn)了由其把剎車(chē)制動(dòng)片壓向外部，同時(shí)與制動(dòng)內(nèi)襯緊壓住剎車(chē)鼓，引起的摩擦就會(huì)車(chē)輪停下來(lái)。
動(dòng)力制動(dòng)器 在以前，多數(shù)汽車(chē)擁有鼓式制動(dòng)器，它自動(dòng)提供動(dòng)力制動(dòng)幫助，動(dòng)力制動(dòng)器就顯得無(wú)足輕重了。由于現(xiàn)在的汽車(chē)配備了盤(pán)式制動(dòng)器，動(dòng)力制動(dòng)器才顯得舉足輕重了，至少是作用于前輪的。沒(méi)有動(dòng)力制動(dòng)器，司機(jī)就會(huì)很累。制動(dòng)增強(qiáng)儀利用真空狀態(tài)使引擎把力放大，再通過(guò)司機(jī)的腳傳輸給主汽缸。
盤(pán)式制動(dòng)器 現(xiàn)代汽車(chē)多數(shù)前輪配有盤(pán)式制動(dòng)器，有的汽車(chē)前后輪都有配備。盤(pán)式制動(dòng)器控制著旋轉(zhuǎn)輪上的盤(pán)式制動(dòng)片，因此它也稱(chēng)作旋轉(zhuǎn)制動(dòng)器。在制動(dòng)盤(pán)上，流體從控制儀被解壓到活塞對(duì)面的合流處，活塞間接地控制制動(dòng)盤(pán)，活塞擠壓著輪子制動(dòng)盤(pán)上的兩個(gè)制動(dòng)墊，從而使車(chē)子減速和停下來(lái)。這和自行車(chē)制動(dòng)相似——制動(dòng)墊與輪圈摩擦而產(chǎn)生摩擦力使車(chē)停下來(lái)。
現(xiàn)代盤(pán)式制動(dòng)器常見(jiàn)類(lèi)型是單活塞浮動(dòng)式制動(dòng)器。
自動(dòng)調(diào)節(jié)制動(dòng)器，單汽缸浮球自動(dòng)盤(pán)是自我調(diào)節(jié)、自我為中心的。浮球能夠從一邊滑向另一邊，在制動(dòng)器的調(diào)節(jié)下可以移至中心處理處。
自動(dòng)調(diào)節(jié)盤(pán)式制動(dòng)器，老式汽車(chē)擁有雙汽缸或四汽缸固定浮動(dòng)器的設(shè)計(jì)。這種設(shè)計(jì)已經(jīng)被大規(guī)模地淘汰，因?yàn)閱纹准攘畠r(jià)又可靠性高。
緊急制動(dòng)系統(tǒng) 四輪裝有盤(pán)式制動(dòng)器的汽車(chē)，緊急制動(dòng)儀是在正常制動(dòng)失效的情況下起作用的。它采用纜索啟動(dòng)緊急系統(tǒng)，也有一些汽車(chē)四輪全是盤(pán)式制動(dòng)的。在此基礎(chǔ)上配備有主動(dòng)輪上鼓式制動(dòng)儀，鼓是制動(dòng)儀為應(yīng)緊急制動(dòng)，是由纜索啟動(dòng)而不是液壓?jiǎn)?dòng)。該系統(tǒng)是獨(dú)立系統(tǒng)。
停車(chē)制動(dòng)系統(tǒng) 汽車(chē)也擁有停車(chē)制動(dòng)系統(tǒng)，它必須能夠在正常制動(dòng)失效的情況下，使車(chē)保持某種狀態(tài)或使車(chē)停下來(lái)。該系統(tǒng)流行于現(xiàn)今公共車(chē)輛，她由纜索和杠桿通過(guò)機(jī)械操作實(shí)現(xiàn)的，它作用于主動(dòng)制動(dòng)器。
制動(dòng)系統(tǒng)還有氣流制動(dòng)和反鎖制動(dòng)，前者用于中型卡車(chē)，利用壓縮空氣作為制動(dòng)力使車(chē)停止；后者用于上鎖的問(wèn)題：一經(jīng)發(fā)現(xiàn)上鎖可以立即啟動(dòng)系統(tǒng)，這類(lèi)泵式制動(dòng)方式作用時(shí)間僅為10多秒，遠(yuǎn)遠(yuǎn)快于人類(lèi)手動(dòng)啟動(dòng)操作制動(dòng)系統(tǒng)。
售后服務(wù)與召回
汽車(chē)售后服務(wù)泛指顧客接車(chē)前后，由銷(xiāo)售部門(mén)為顧客所提供所有的技術(shù)性服務(wù)工作。它可能在售前進(jìn)行，也可能在售時(shí)進(jìn)行。但更多的是在車(chē)輛售出后，按期限所進(jìn)行的質(zhì)量擔(dān)保、日常維護(hù)、修理、技術(shù)咨詢(xún)及配件供應(yīng)等一系列的工作。
近年來(lái)，國(guó)際上著名的汽車(chē)公司的產(chǎn)品性能、產(chǎn)品質(zhì)量、產(chǎn)品價(jià)格積分趨于一致，結(jié)果導(dǎo)致市場(chǎng)競(jìng)爭(zhēng)的焦點(diǎn)都在向售后服務(wù)集中和轉(zhuǎn)移。售后服務(wù)的功能應(yīng)該覆蓋到能為用戶(hù)想到的一切服務(wù)內(nèi)容。通過(guò)服務(wù)，使用戶(hù)用好汽車(chē)產(chǎn)品，并創(chuàng)造最好的效益，這才能證明售后服務(wù)的成功。
完善的售后服務(wù)應(yīng)具備對(duì)外和對(duì)內(nèi)的兩大功能。對(duì)外是能安撫用戶(hù)，為用戶(hù)解除后顧之憂(yōu)；對(duì)內(nèi)功能是準(zhǔn)卻及時(shí)地反饋產(chǎn)品使用信息、質(zhì)量信息以及各種社會(huì)的重要信息，供企業(yè)做出正確的決策。
汽車(chē)產(chǎn)品是銷(xiāo)售和售后服務(wù)都必須高度結(jié)合的最典型產(chǎn)品。國(guó)際上，是否具備售后服務(wù)能力并履行售后服務(wù)義務(wù)是 汽車(chē)代理的重要標(biāo)準(zhǔn)。當(dāng)一顧客買(mǎi)車(chē)是，他首先提出的問(wèn)題是這種車(chē)型在哪里能維修，有沒(méi)有備件供應(yīng)。只有得到肯定的答復(fù)后，他才問(wèn)其他想了解的問(wèn)題。當(dāng)今，歐、美、日的各大汽車(chē)公司都認(rèn)為，第一臺(tái)汽車(chē)是由銷(xiāo)售人員賣(mài)掉，第二臺(tái)是靠售后服務(wù)出色而賣(mài)出去。
汽車(chē)是大生產(chǎn)的產(chǎn)品，很難只依靠制造商自身的力量，圓滿(mǎn)完成“售后服務(wù)”諸多任務(wù)。通常是在社會(huì)上組織一個(gè)龐大的服務(wù)網(wǎng)絡(luò)，這個(gè)網(wǎng)絡(luò)代表制造商承擔(dān)用戶(hù)的全部技術(shù)工作。國(guó)外汽車(chē)的售后服務(wù)網(wǎng)絡(luò)通常是和汽車(chē)經(jīng)銷(xiāo)銷(xiāo)商網(wǎng)絡(luò)相結(jié)合，在經(jīng)銷(xiāo)汽車(chē)的同時(shí)又提供技術(shù)服務(wù)。它通常由汽車(chē)分配商、汽車(chē)代理商、汽車(chē)維修點(diǎn)三個(gè)層次組成。
售后服務(wù)本身屬于技術(shù)服務(wù)的范疇。由于汽車(chē)產(chǎn)品的高度技術(shù)密集，汽車(chē)產(chǎn)品的售后服務(wù)工作必然包括對(duì)用戶(hù)的技術(shù)指導(dǎo)、技術(shù)咨詢(xún)、技術(shù)示范；同時(shí)包含著汽車(chē)企業(yè)對(duì)自己售后服務(wù)網(wǎng)絡(luò)人員的技術(shù)培訓(xùn)、技術(shù)示范、技術(shù)指導(dǎo)等。通常，凡是需要汽車(chē)企業(yè)向社會(huì)、經(jīng)銷(xiāo)商、售后服務(wù)網(wǎng)絡(luò)和用戶(hù)宣傳和交代的技術(shù)要點(diǎn)，全部有售后服務(wù)部門(mén)來(lái)完成。
另一方面，作為售后服務(wù)人員應(yīng)具備以下的素質(zhì)：服務(wù)時(shí)確信你滿(mǎn)足了你的顧客，并表明你想知道你的工作是否存在任何的問(wèn)題，不論問(wèn)題何時(shí)出現(xiàn)。既然你做了這個(gè)項(xiàng)目，當(dāng)如果和需要出現(xiàn)時(shí)你自然就是最佳的服務(wù)人選，使你的用戶(hù)明白這一點(diǎn)。每人喜歡召回，如果你的工作做得更好，此事應(yīng)該不會(huì)發(fā)生，若有也會(huì)在交付使用幾個(gè)月或幾年以后。但告訴顧客一般的修理，你將會(huì)繼續(xù)高興地為他們服務(wù)——當(dāng)然，要適當(dāng)收費(fèi)。
但是，如果出現(xiàn)的問(wèn)題明顯屬于質(zhì)量問(wèn)題（通常出現(xiàn)在交付的幾天或星期內(nèi)），你就有責(zé)任免費(fèi)為其改正。當(dāng)然這也許是首次維修的最佳理由。不要妄自臆斷你是否被招來(lái)是由于你的技術(shù)或顧客的使用問(wèn)題，像上面我們所提到的，顧客能做正確事實(shí)。實(shí)踐中融誠(chéng)實(shí)為銷(xiāo)售系統(tǒng)的一部分，你會(huì)發(fā)現(xiàn)這是正確經(jīng)營(yíng)業(yè)務(wù)的最佳方式。
維護(hù)良好的客戶(hù)關(guān)系的幾點(diǎn)要素：
做你能做的任何事，幫助顧客形象化地預(yù)知將要完成的項(xiàng)目怎么樣。
除非你和顧客建立了良好的合作關(guān)系，否則不要給出低價(jià)。
只有當(dāng)你肯定他們是完全滿(mǎn)意時(shí)，才使用顧客作為向他人推薦的來(lái)源。
告訴顧客，你想知道是否你的工作還有問(wèn)題，并且你能提供任何定期服務(wù)。
做任何事情都要對(duì)客戶(hù)誠(chéng)實(shí)。
汽車(chē)召回制度是指已經(jīng)投放市場(chǎng)的汽車(chē)發(fā)現(xiàn)由于制造或設(shè)計(jì)方面原因存在缺陷，不符合有關(guān)法規(guī)標(biāo)準(zhǔn)，有可能導(dǎo)致安全和環(huán)保問(wèn)題，廠家必須及時(shí)向國(guó)家有關(guān)部門(mén)報(bào)告該產(chǎn)品的缺陷及其原因、改造措施，提出召回申請(qǐng)，經(jīng)批準(zhǔn)后，對(duì)在用車(chē)輛進(jìn)行改造以消除事故隱患，同時(shí)廠家有義務(wù)讓顧客及時(shí)了解情況。
汽車(chē)召回制度創(chuàng)始于20世紀(jì)60年代的美國(guó)，發(fā)展至今，在美國(guó)、歐洲、日本、韓國(guó)等國(guó)家早已不是一件新鮮事。其中，美國(guó)的召回史最長(zhǎng)，相關(guān)的管理程序也最嚴(yán)密。從1966年至今美國(guó)已總計(jì)召回2億多輛整車(chē)，2400多萬(wàn)條輪胎，涉及的車(chē)型有轎車(chē)、客車(chē)、大客車(chē)、摩托車(chē)等多種，全球幾乎所有的汽車(chē)制造廠在美國(guó)曾經(jīng)經(jīng)歷過(guò)召回的案例。
我國(guó)的《缺陷汽車(chē)產(chǎn)品召回管理規(guī)定》從2004年10月1日其實(shí)施。汽車(chē)是由上萬(wàn)之零件組裝而成的機(jī)器，在設(shè)計(jì)、裝配或材料上存在這樣或那樣的缺陷不奇怪，但大多數(shù)缺陷都市隱性的，它往往要經(jīng)歷一段時(shí)間后的使用后才逐漸顯露其缺陷的后果，人們才能察覺(jué)缺陷的的存在?；蛘吣撑?chē)的零件加工、裝配或材料配方的變換，也有可能產(chǎn)生缺陷問(wèn)題。但不管怎樣，召回制度的范圍是十分明確的，就是這一召回缺陷必須是與“安全”相關(guān)的，并且是批量出現(xiàn)的。召回主要針對(duì)系統(tǒng)性、統(tǒng)一性與安全有關(guān)的缺陷，這個(gè)缺陷必須在同一批車(chē)輛上都存在，而且是和安全相關(guān)的。汽車(chē)召回的目的是為了消除缺陷汽車(chē)安全隱患，維護(hù)公共安全、公眾利益和社會(huì)經(jīng)濟(jì)秩序。
10
Brake system
Automobile brake is the most important system in cars.Brake are actually energy conversion ,which convert the kinetic energy of the vehicle into thermal energy .When stepping on the brakes,the drive commands a stopping force ten times as powerful as the force that puts the cars in motin .The brakeing system can exert thousands of pounds of pressure on each of the four brakes.
Each vehicle must have two indenpent brake systems for safety.The main brake system which is locate under the hood and is directly connect to the brake pedal is hydraulically operated and is called the service brake system.The secondary or parking brake system is mechanically operated.To increase safety ,most modern car brake system are broken into two circuits,with two wheels on each circuit.There is a fluid-filled cylinder,called the master cylinder .It supplies pressure to hoth circuits of the car ,and if a fluid leak occurs in one circuit ,only two of the wheels will lose their brakes and the car will be stopped.
Why that pushig down on the brake pedal can slow a car to stop? How dose the car transmits the force from the driver’leg to its wheel? It is the work that brakes did.
Layout of Typical Brake system When depressing the breke pedal ,the car transmits the force the drive’s foot to its brakes through a fluid.Since the actual brakes require a much greater force than the drive could apply with his leg ,the car must also multipy the force of the driver’s foot.It dose this in two ways: mechanical advantage and hydraulic force multiplication .
Leverge The pedal is designed in such a way that it can multiply the force from the driver’s leg several times before any force is even transmitted to the brake fluid.
In the figure above ,a force F is being applied to the left end of the lever.The left end of the lever is twice as long 2X) as the right end (x).Therefore ,on the right end of the lever a force of 2F is available,but it acts through half of the distans (Y) that the left end moves (2Y) .Changing the relative lengths of the left and right ends of the lever changes the mulitipliers.
Hydraulic Brake Systems The hydraulic system is that force applied at one point is thansmitted to another point using an incompressible fluid , almost alwaays an oil of some sort .Most brake systems also muitiply the force in the process .The great thing about hydraulic systems is that the pipe connecting the two cylinders can be any length and shape , allowing it to snake through all sorts of things separating the two pistons .The pipe can also fork ,so that one master cylinder can drive more than one salve cylinder if desired .The other neat thing about a hydraulic system is that it makes force multiplication fairly easy . In a hydralic system , all you have to do change the size of one piston and cylinder to the other .
The automobile brake systems are divided into three types of service brake combinations:drum brake , disc brakes and disc-drum combinations.
Drum Brake It uses an internal expanding brake shoe with the lining attactet , working within the confines of a rotating brake surface called a brake drum .The brake shoe diameter is expanded to contact the brake surface by a hydraulic cylinder that is referred to as a wheel cylinder . With drum brake , the fluid is forced into the wheel cylinde which pushed the brake shoes out so that the friction lining are pressed againtst the drum , and cause the wheel to stop .
Power brakes back in the day , when most cars had drum brakes ,power brakes were not really necessary ---- drum brakes naturally provide some of their own power assist .Since most cars today have disc brakes ,at least on the front wheels , they need power brakes,Without this device ,a lot of drivers would have very tired legs .
The brake booster use Vacuum from the engine to multipiy the force that your foot applies to the master cylinder .
Disc Brakes Most modern cars have disc brake on the front wheels , and some have disc brakes on all four wheels ,Disc brakes employ a brake disc that rotates with the wheel ,so it is usually referred to as a brake rotor . On a disc brake , the fluid from the master cylinder is forced into a caliper where it presses against a piston ,in—turn , squeezes two brake pads against the disk which is attached to the wheel ,forcing it to slow down or stop .This process is similar to a bicycle brake where two rubber pads rub against the wheel rim creating friction.
The most common type of disc brake on modern cars is the single-piston floating caliper.
Self-Adjusting brakes The single-piston floating-caliper disc brake is self-centering and self-adjusting .The caliper is able to slide from side to side so it will move to the center each time the brakes are applied .Also,since there is no spring to pull the pads away from the disc ,the pads always stay in light contact with the rotor .This is important because the pistons in the brakes are much larger in diameter than the ones in the master cylinder .If the brake pistons retracted into their cylinders ,it might take several applications of the brake pedal to pump enough fluid into the brake cylinder to engage the brake pads.
Self-Adjusting disc brake Older cars had dual or four-pistin fixed-caliper desiger .A piston on each side of the rotor pushed the pad on that side .This design has been largely eliminated because single-piston designs are cheaper and more reliable .
Emergence Brakes In cars with disc brakes on all four wheels ,an emergency brake has to be actuated by a separate mechanism than the primary brakes in case of a total primary brake failure .Most cars use a cable to actuate the emergency brake .Some cars with four-wheel disc brakes have a separate drum brake integrated into the hub of the rear wheels .This drum brake is only for the emergency brake sysem ,and it is actuated only by the cable;it has no hydraulics .
Parking Brakes Cars also have the parking brake system .It is used to hold one or more of the vehicle brakes in an applied position for an extended period of time .This brake system must be capable of holding the vehicle on a grade and bringing the vehicie to a stop if the service brakes fail .The parking brake system used on most current model passenger vehicles operates by applying two rear-wheel brakes through a mechanical system of cable and levers.
There are air brakes ,anti-lock brakes ,too .The forme used in heavy trucks and utilizes compressed air as a source of force to stop the truck .The latter used for solving the lockup problem: it can rapidly pump the brakes whenever the system detects a wheel that is locked up .This pumping of the brakes occurs at ten or more times a second ,far fasrer than a human can pump the brake manually.
Post-Sale Service and Callback
The automobile post-sale service means the sale branch provides all the technical service to the customer before or after they buy the car .It may carry on in pre-sale ,or when selling carries on .What but are more is sells after the vehicles ,cerris on the quality guarantee ,the routine maintenance ,the repair ,the technical consultation and the spare parts supply according to the deadline and so on a series of work .
In recent years ,the products performances ,product qualities and product prices are almost convergence the same among those famous international automobile companies .As a result ,the focus of competition in the market focus and transfer to post-sale .Post-sale functions should be enable to use good car products and to create the best returns ,and thus can prove the successful post-sale work .
A perfect post-sale service should have two function : to serve both customers and companies themselves .For customers ,the post-sale service could satisfy them and help them solve problems ;for the companies themselves ,it could accurately reflect product utility information ,quality information ,and important social information ,so that the company can make right decisions based on them .
Automobile is the most typical product which highly unifies the sale and the post-sale service .In the intermation market ,one important criterion for automobile sale agent is whethe they have and fulfill post-sale service .When a customer wants to purchase a car ,the first thing he asks is where to repaire the car and whether there are spare-parts .
Only getting postive replies ,will he think of other things .Big automobile companies from Eupope ,the US and Japan all recognize that the first car is sold by sales personnel ,but the second car mainly relies on good post-sale service .
The automobile is a big product ,so it is very difficult to fulfill all kinds of post-sale service only depending upon manufaturers .Usually ,a service network undertakes all technical service for manufacturers.In foreign countries ,the post-sale service network is usually linked with sales network .So it can provide technical service while selling automobile .And the post-sale service network is composed by distributors ,agents and repairing shops .
Post-sale service itself belongs to the technical service category.
Automobile is hightly technology-intensive ,so the post-sale service includes technical guidance ,technical consultation ,and technical demonstration and so on .Main points which need to be introduced to the society ,dealers ,post-sale service network and customers are completely done by post-sale department .
On the other hand ,as a post-sale service man ,one should make sure that you have satisfied your customers when doing your work ,and should make it clear that you want to know if there are any problems with you work ,no matter when they develop .
Since you made the project ,you are naturally the best person to service it ,if and when the need arises .Make this clear to your client .Nobody likes callbacks ,and if you’ve done your job well ,you should have few ,if any ,for months or years after the installation or delivery.But let the client know that for repairs that result from ordinary use ,you’ll be glad to keep your work looking and working like new---for a modest fee ,of course .
If ,however ,problems arise that are clearly due to shoddy workmanship ,it is incumbent on you to correct them free of charge .This is ,of course ,perhaps the best reason to get it right the first time .
There’s no trick to determine whether you are being called back because of a problem due to you workmanship or the client’t use of the unit .Like everything else we’ve covered in this series ,doing right by your customers is just a matter of honesty .Put honesty into practice as part of your selling system and you’ll find that it is the best way to do what is right for your business ,too .
A checklist for maintaining good customer relations:
Do anything you can to help the client visualize in advance how the finished project will look .
Don’t give ballpark prices unless you already have a well established relationship with the client .
Use customers as references ,but only when you are sure they are totally satisfied.
Tell customers you want to know if there are problems with your work and that you can provide any routine service .
In everything you do ,be honest with your client .
Automobile callback system originated from the U.S in 1960s .Now it is not new in the U.S.,European countries ,Japan and South Korea .The U.S.has the longest history of automobile callback and the most strict regulations .Until now ,the American grand has totally recalled more than 200 million vehicles since 1966 ,and more than 24 million tires ,including passenger vehicle ,trucks ,buses ,motorcycles and so on ,And nearly all auto manufactures in the world have recalled cases in the U.S.
China’s Flaw Automobile Prosuct Management Stipulation was implemented since October1 ,2004 .Automobile is the machine which is assembled by tens of thousands of components and it is not strang to have this kind of flaw or that kind in materials or designs .But most flaws are recessive ,so they will be gradually exposed after using a period of time and people can then realize the flaw’s existence .Sometimes some batch of vehicle components processing ,assembly or material formula change ,and they possibly bring the flaws .The scope of callback system is extremely explicit ,that is the flaw has to be associated with safety and should appear in the batch .Recall system mainly aims at the systematic and unified flaws which are related with safety and existing in one batch of vehicles .The goal of the automobile recall is to eliminate the flaw and hidden danger ,ensure the public security ,the public benefit and the social economic order .
制動(dòng)系統(tǒng)
制動(dòng)系統(tǒng)是汽車(chē)中最重要的系統(tǒng)，它實(shí)際上是個(gè)能量轉(zhuǎn)換裝置，它把動(dòng)能轉(zhuǎn)化為內(nèi)能。當(dāng)踩在制動(dòng)器上時(shí)，司機(jī)就發(fā)出了制動(dòng)指令，它的制動(dòng)能量是啟動(dòng)時(shí)的十倍，制動(dòng)系統(tǒng)把一千磅的壓力施給了汽車(chē)的四個(gè)輪子。
為安全起見(jiàn)，每輛車(chē)都必須有兩套獨(dú)立的制動(dòng)系統(tǒng)。主動(dòng)系統(tǒng)被稱(chēng)作制動(dòng)系統(tǒng)，是由液壓操縱的，它位于視窗的下部，直接與踏板相連接；副系統(tǒng)是由汽車(chē)自動(dòng)系統(tǒng)操作的。處于安全原因，多數(shù)現(xiàn)代汽車(chē)制動(dòng)系統(tǒng)被分成兩個(gè)部分回路，每個(gè)回路系統(tǒng)作用在兩個(gè)車(chē)輪上，有一個(gè)稱(chēng)作主汽缸的流體汽缸，提供了兩個(gè)不同回路系統(tǒng)的壓強(qiáng)。如果有一個(gè)回路系統(tǒng)不再有氣密性，那意味著只有兩個(gè)車(chē)輪失去控制，汽車(chē)仍然會(huì)停下來(lái)。
為什么踩在踏板上會(huì)使車(chē)停下來(lái)呢？汽車(chē)是怎么把司機(jī)腳上的力量傳輸?shù)杰?chē)輪上呢？其實(shí)，所有的工作都是制動(dòng)系統(tǒng)做的。當(dāng)踏上踏板時(shí)，汽車(chē)就會(huì)通過(guò)流體把司機(jī)的腳力傳輸過(guò)去?；谑聦?shí)上的制動(dòng)需要很大的能量，這不是腳力所能達(dá)到的。汽車(chē)因此要擴(kuò)大腳力的能量，有兩種方法：機(jī)械原理（杠桿作用）和流體壓力放大法。
機(jī)械原理 剎車(chē)板的設(shè)計(jì)原理是把司機(jī)的腳力放大幾倍于任何力量傳送之前，甚至相當(dāng)于流體制動(dòng)系統(tǒng)的力量。
上圖顯示，在杠桿的左端提供一個(gè)為F的力，杠桿左臂長(zhǎng)（2X）是右臂長(zhǎng)（X）的2倍，那么杠桿的右端就有2F的力可利用，相應(yīng)的操縱中就有左臂移動(dòng)2倍的高（2Y）相當(dāng)于右臂的高度（Y）。改變左右臂長(zhǎng)的比率，就會(huì)改變力的放大倍數(shù)。
液壓制動(dòng)系統(tǒng) 液壓制動(dòng)系統(tǒng)原理是用諸如油類(lèi)物質(zhì)的不易被壓縮原理，液壓把力從一點(diǎn)傳送到另一點(diǎn)。多數(shù)制動(dòng)系統(tǒng)同樣都是把力量放大的過(guò)程，液壓制動(dòng)系統(tǒng)優(yōu)點(diǎn)在于液壓管以任意長(zhǎng)度和形狀連接著汽缸，液壓可以任意穿越兩個(gè)活塞系統(tǒng)的各個(gè)部分；它的另一個(gè)優(yōu)點(diǎn)是液壓系統(tǒng)放大效應(yīng)操作非常簡(jiǎn)單。流體系統(tǒng)中，要做的只有改變汽缸的大小和連接方式。
汽車(chē)制動(dòng)系統(tǒng)有3中不同制動(dòng)系統(tǒng)的組合：鼓式制動(dòng)器、盤(pán)式制動(dòng)器、鼓式-盤(pán)式混合制動(dòng)器。
鼓式制動(dòng)器 它是用內(nèi)置剎車(chē)片工作的。它附有襯料，作用于被成為剎車(chē)鼓的旋轉(zhuǎn)限定表面。剎車(chē)制動(dòng)片的放大效率是由液壓汽缸使其膨脹觸及制動(dòng)器來(lái)實(shí)現(xiàn)的，這是汽缸效益，在鼓式制動(dòng)器作用下，液壓被迫流入汽缸中，就實(shí)現(xiàn)了由其把剎車(chē)制動(dòng)片壓向外部，同時(shí)與制動(dòng)內(nèi)襯緊壓住剎車(chē)鼓，引起的摩擦就會(huì)車(chē)輪停下來(lái)。
動(dòng)力制動(dòng)器 在以前，多數(shù)汽車(chē)擁有鼓式制動(dòng)器，它自動(dòng)提供動(dòng)力制動(dòng)幫助，動(dòng)力制動(dòng)器就顯得無(wú)足輕重了。由于現(xiàn)在的汽車(chē)配備了盤(pán)式制動(dòng)器，動(dòng)力制動(dòng)器才顯得舉足輕重了，至少是作用于前輪的。沒(méi)有動(dòng)力制動(dòng)器，司機(jī)就會(huì)很累。制動(dòng)增強(qiáng)儀利用真空狀態(tài)使引擎把力放大，再通過(guò)司機(jī)的腳傳輸給主汽缸。
盤(pán)式制動(dòng)器 現(xiàn)代汽車(chē)多數(shù)前輪配有盤(pán)式制動(dòng)器，有的汽車(chē)前后輪都有配備。盤(pán)式制動(dòng)器控制著旋轉(zhuǎn)輪上的盤(pán)式制動(dòng)片，因此它也稱(chēng)作旋轉(zhuǎn)制動(dòng)器。在制動(dòng)盤(pán)上，流體從控制儀被解壓到活塞對(duì)面的合流處，活塞間接地控制制動(dòng)盤(pán)，活塞擠壓著輪子制動(dòng)盤(pán)上的兩個(gè)制動(dòng)墊，從而使車(chē)子減速和停下來(lái)。這和自行車(chē)制動(dòng)相似——制動(dòng)墊與輪圈摩擦而產(chǎn)生摩擦力使車(chē)停下來(lái)。
現(xiàn)代盤(pán)式制動(dòng)器常見(jiàn)類(lèi)型是單活塞浮動(dòng)式制動(dòng)器。
自動(dòng)調(diào)節(jié)制動(dòng)器，單汽缸浮球自動(dòng)盤(pán)是自我調(diào)節(jié)、自我為中心的。浮球能夠從一邊滑向另一邊，在制動(dòng)器的調(diào)節(jié)下可以移至中心處理處。
自動(dòng)調(diào)節(jié)盤(pán)式制動(dòng)器，老式汽車(chē)擁有雙汽缸或四汽缸固定浮動(dòng)器的設(shè)計(jì)。這種設(shè)計(jì)已經(jīng)被大規(guī)模地淘汰，因?yàn)閱纹准攘畠r(jià)又可靠性高。
緊急制動(dòng)系統(tǒng) 四輪裝有盤(pán)式制動(dòng)器的汽車(chē)，緊急制動(dòng)儀是在正常制動(dòng)失效的情況下起作用的。它采用纜索啟動(dòng)緊急系統(tǒng)，也有一些汽車(chē)四輪全是盤(pán)式制動(dòng)的。在此基礎(chǔ)上配備有主動(dòng)輪上鼓式制動(dòng)儀，鼓是制動(dòng)儀為應(yīng)緊急制動(dòng)，是由纜索啟動(dòng)而不是液壓?jiǎn)?dòng)。該系統(tǒng)是獨(dú)立系統(tǒng)。
停車(chē)制動(dòng)系統(tǒng) 汽車(chē)也擁有停車(chē)制動(dòng)系統(tǒng)，它必須能夠在正常制動(dòng)失效的情況下，使車(chē)保持某種狀態(tài)或使車(chē)停下來(lái)。該系統(tǒng)流行于現(xiàn)今公共車(chē)輛，她由纜索和杠桿通過(guò)機(jī)械操作實(shí)現(xiàn)的，它作用于主動(dòng)制動(dòng)器。
制動(dòng)系統(tǒng)還有氣流制動(dòng)和反鎖制動(dòng)，前者用于中型卡車(chē)，利用壓縮空氣作為制動(dòng)力使車(chē)停止；后者用于上鎖的問(wèn)題：一經(jīng)發(fā)現(xiàn)上鎖可以立即啟動(dòng)系統(tǒng)，這類(lèi)泵式制動(dòng)方式作用時(shí)間僅為10多秒，遠(yuǎn)遠(yuǎn)快于人類(lèi)手動(dòng)啟動(dòng)操作制動(dòng)系統(tǒng)。
售后服務(wù)與召回
汽車(chē)售后服務(wù)泛指顧客接車(chē)前后，由銷(xiāo)售部門(mén)為顧客所提供所有的技術(shù)性服務(wù)工作。它可能在售前進(jìn)行，也可能在售時(shí)進(jìn)行。但更多的是在車(chē)輛售出后，按期限所進(jìn)行的質(zhì)量擔(dān)保、日常維護(hù)、修理、技術(shù)咨詢(xún)及配件供應(yīng)等一系列的工作。
近年來(lái)，國(guó)際上著名的汽車(chē)公司的產(chǎn)品性能、產(chǎn)品質(zhì)量、產(chǎn)品價(jià)格積分趨于一致，結(jié)果導(dǎo)致市場(chǎng)競(jìng)爭(zhēng)的焦點(diǎn)都在向售后服務(wù)集中和轉(zhuǎn)移。售后服務(wù)的功能應(yīng)該覆蓋到能為用戶(hù)想到的一切服務(wù)內(nèi)容。通過(guò)服務(wù)，使用戶(hù)用好汽車(chē)產(chǎn)品，并創(chuàng)造最好的效益，這才能證明售后服務(wù)的成功。
完善的售后服務(wù)應(yīng)具備對(duì)外和對(duì)內(nèi)的兩大功能。對(duì)外是能安撫用戶(hù)，為用戶(hù)解除后顧之憂(yōu)；對(duì)內(nèi)功能是準(zhǔn)卻及時(shí)地反饋產(chǎn)品使用信息、質(zhì)量信息以及各種社會(huì)的重要信息，供企業(yè)做出正確的決策。
汽車(chē)產(chǎn)品是銷(xiāo)售和售后服務(wù)都必須高度結(jié)合的最典型產(chǎn)品。國(guó)際上，是否具備售后服務(wù)能力并履行售后服務(wù)義務(wù)是 汽車(chē)代理的重要標(biāo)準(zhǔn)。當(dāng)一顧客買(mǎi)車(chē)是，他首先提出的問(wèn)題是這種車(chē)型在哪里能維修，有沒(méi)有備件供應(yīng)。只有得到肯定的答復(fù)后，他才問(wèn)其他想了解的問(wèn)題。當(dāng)今，歐、美、日的各大汽車(chē)公司都認(rèn)為，第一臺(tái)汽車(chē)是由銷(xiāo)售人員賣(mài)掉，第二臺(tái)是靠售后服務(wù)出色而賣(mài)出去。
汽車(chē)是大生產(chǎn)的產(chǎn)品，很難只依靠制造商自身的力量，圓滿(mǎn)完成“售后服務(wù)”諸多任務(wù)。通常是在社會(huì)上組織一個(gè)龐大的服務(wù)網(wǎng)絡(luò)，這個(gè)網(wǎng)絡(luò)代表制造商承擔(dān)用戶(hù)的全部技術(shù)工作。國(guó)外汽車(chē)的售后服務(wù)網(wǎng)絡(luò)通常是和汽車(chē)經(jīng)銷(xiāo)銷(xiāo)商網(wǎng)絡(luò)相結(jié)合，在經(jīng)銷(xiāo)汽車(chē)的同時(shí)又提供技術(shù)服務(wù)。它通常由汽車(chē)分配商、汽車(chē)代理商、汽車(chē)維修點(diǎn)三個(gè)層次組成。
售后服務(wù)本身屬于技術(shù)服務(wù)的范疇。由于汽車(chē)產(chǎn)品的高度技術(shù)密集，汽車(chē)產(chǎn)品的售后服務(wù)工作必然包括對(duì)用戶(hù)的技術(shù)指導(dǎo)、技術(shù)咨詢(xún)、技術(shù)示范；同時(shí)包含著汽車(chē)企業(yè)對(duì)自己售后服務(wù)網(wǎng)絡(luò)人員的技術(shù)培訓(xùn)、技術(shù)示范、技術(shù)指導(dǎo)等。通常，凡是需要汽車(chē)企業(yè)向社會(huì)、經(jīng)銷(xiāo)商、售后服務(wù)網(wǎng)絡(luò)和用戶(hù)宣傳和交代的技術(shù)要點(diǎn)，全部有售后服務(wù)部門(mén)來(lái)完成。
另一方面，作為售后服務(wù)人員應(yīng)具備以下的素質(zhì)：服務(wù)時(shí)確信你滿(mǎn)足了你的顧客，并表明你想知道你的工作是否存在任何的問(wèn)題，不論問(wèn)題何時(shí)出現(xiàn)。既然你做了這個(gè)項(xiàng)目，當(dāng)如果和需要出現(xiàn)時(shí)你自然就是最佳的服務(wù)人選，使你的用戶(hù)明白這一點(diǎn)。每人喜歡召回，如果你的工作做得更好，此事應(yīng)該不會(huì)發(fā)生，若有也會(huì)在交付使用幾個(gè)月或幾年以后。但告訴顧客一般的修理，你將會(huì)繼續(xù)高興地為他們服務(wù)——當(dāng)然，要適當(dāng)收費(fèi)。
但是，如果出現(xiàn)的問(wèn)題明顯屬于質(zhì)量問(wèn)題（通常出現(xiàn)在交付的幾天或星期內(nèi)），你就有責(zé)任免費(fèi)為其改正。當(dāng)然這也許是首次維修的最佳理由。不要妄自臆斷你是否被招來(lái)是由于你的技術(shù)或顧客的使用問(wèn)題，像上面我們所提到的，顧客能做正確事實(shí)。實(shí)踐中融誠(chéng)實(shí)為銷(xiāo)售系統(tǒng)的一部分，你會(huì)發(fā)現(xiàn)這是正確經(jīng)營(yíng)業(yè)務(wù)的最佳方式。
維護(hù)良好的客戶(hù)關(guān)系的幾點(diǎn)要素：
做你能做的任何事，幫助顧客形象化地預(yù)知將要完成的項(xiàng)目怎么樣。
除非你和顧客建立了良好的合作關(guān)系，否則不要給出低價(jià)。
只有當(dāng)你肯定他們是完全滿(mǎn)意時(shí)，才使用顧客作為向他人推薦的來(lái)源。
告訴顧客，你想知道是否你的工作還有問(wèn)題，并且你能提供任何定期服務(wù)。
做任何事情都要對(duì)客戶(hù)誠(chéng)實(shí)。
汽車(chē)召回制度是指已經(jīng)投放市場(chǎng)的汽車(chē)發(fā)現(xiàn)由于制造或設(shè)計(jì)方面原因存在缺陷，不符合有關(guān)法規(guī)標(biāo)準(zhǔn)，有可能導(dǎo)致安全和環(huán)保問(wèn)題，廠家必須及時(shí)向國(guó)家有關(guān)部門(mén)報(bào)告該產(chǎn)品的缺陷及其原因、改造措施，提出召回申請(qǐng)，經(jīng)批準(zhǔn)后，對(duì)在用車(chē)輛進(jìn)行改造以消除事故隱患，同時(shí)廠家有義務(wù)讓顧客及時(shí)了解情況。
汽車(chē)召回制度創(chuàng)始于20世紀(jì)60年代的美國(guó)，發(fā)展至今，在美國(guó)、歐洲、日本、韓國(guó)等國(guó)家早已不是一件新鮮事。其中，美國(guó)的召回史最長(zhǎng)，相關(guān)的管理程序也最嚴(yán)密。從1966年至今美國(guó)已總計(jì)召回2億多輛整車(chē)，2400多萬(wàn)條輪胎，涉及的車(chē)型有轎車(chē)、客車(chē)、大客車(chē)、摩托車(chē)等多種，全球幾乎所有的汽車(chē)制造廠在美國(guó)曾經(jīng)經(jīng)歷過(guò)召回的案例。
我國(guó)的《缺陷汽車(chē)產(chǎn)品召回管理規(guī)定》從2004年10月1日其實(shí)施。汽車(chē)是由上萬(wàn)之零件組裝而成的機(jī)器，在設(shè)計(jì)、裝配或材料上存在這樣或那樣的缺陷不奇怪，但大多數(shù)缺陷都市隱性的，它往往要經(jīng)歷一段時(shí)間后的使用后才逐漸顯露其缺陷的后果，人們才能察覺(jué)缺陷的的存在。或者某批車(chē)的零件加工、裝配或材料配方的變換，也有可能產(chǎn)生缺陷問(wèn)題。但不管怎樣，召回制度的范圍是十分明確的，就是這一召回缺陷必須是與“安全”相關(guān)的，并且是批量出現(xiàn)的。召回主要針對(duì)系統(tǒng)性、統(tǒng)一性與安全有關(guān)的缺陷，這個(gè)缺陷必須在同一批車(chē)輛上都存在，而且是和安全相關(guān)的。汽車(chē)召回的目的是為了消除缺陷汽車(chē)安全隱患，維護(hù)公共安全、公眾利益和社會(huì)經(jīng)濟(jì)秩序。
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