With the rapid development of China's automobile industry, the automobile maintenance service industry urgently needs a large number of automobile maintenance service receptionists. The receptionist of automobile maintenance business is a window of automobile maintenance industry. The professional service of the car maintenance service receptionist represents the overall service level of the car maintenance service industry. Therefore, it is particularly important for the operation and development of automobile maintenance industry to train a group of excellent receptionists with the ability to explore customer needs.

In order to meet the talent demand of automobile maintenance service reception personnel in automobile maintenance industry and adapt to the rapid development of automobile maintenance industry, the teaching and practice of automobile maintenance service reception course are discussed in combination with the training goal of automobile technical service and marketing personnel and the demand of automobile posts, so as to adapt to the teaching requirements of automobile specialty.

1 background of curriculum teaching reform

1. 1 the guiding ideology of curriculum teaching reform

According to the spirit of "Opinions of the Ministry of Education on Deepening Comprehensive Reform in Education in 20 13", based on the talent demand of the automobile service industry, aiming at improving students' working ability, we advocate taking students as the main body, combining with the business process of automobile maintenance enterprises to formulate classroom learning tasks, using situational teaching method and role-playing teaching method to stimulate students' interest in learning, and using modern digital technology, multimedia and other teaching means to better enable students to complete classroom learning tasks and cultivate students' automobiles.

The teaching reform of automobile maintenance business reception course based on business process is the concrete embodiment of education and teaching reform in applied technology universities. Designing scientific and professional teaching methods is the premise of strengthening the cultivation of students' professional ability. Its teaching content is basically based on the specific scene or environment in the future enterprise post. In the course, the same automobile business environment as the enterprise is arranged, and the tasks that meet the teaching content are formulated in combination with the information of automobile enterprises. Students are grouped to play different roles in service posts, and each student's role is assigned according to work tasks. Combine the reception scene of automobile maintenance business to stimulate students' interest in learning. Guide students to master key contents in teaching.

1.2 Teaching Status of Automobile Maintenance Business Reception Course

According to the data of China Automobile Industry Association, domestic automobile production and sales increased by116800 and 2 198.4 10000, respectively. In 20 13, the annual automobile production and sales exceeded 20 million vehicles for the first time, setting a new world record and ranking first in the world for five consecutive years.

Automobile is one of the most potential pillar industries in Guangxi, and it is also one of the pillar industries with the most advantages and development potential in Guangxi. The automobile output in Guangxi has increased rapidly from 209,000 vehicles in 2003 to 1.86 million vehicles in 2065.438+03.

With the rapid development of automobile industry in China and Guangxi, there is an urgent need for a large number of automobile service talents. The survey shows that there is a lack of automobile service talents with professional theoretical knowledge and operational skills in China, and the skills progress of employees in the automobile industry can not keep up with the development of new automobile technologies and new processes, which has become a bottleneck restricting the development of the automobile industry.

At present, the teaching phenomenon and domestic research status of automobile maintenance service reception courses in most higher vocational colleges in China;

First, the teaching content is broad but not refined, and the pertinence is not strong. The teaching content of automobile maintenance business reception course in most vocational colleges deviates from the actual business process of automobile maintenance enterprises, and the teaching content is not targeted. For example, the teaching content includes not only automobile maintenance business reception, but also automobile after-sales service management, parts management, claims and so on. Extensive and inaccurate teaching content will only shorten the class hours of automobile maintenance business reception.

Second, the teaching mode emphasizes theory over practice. The course of automobile maintenance business reception is very practical, which requires students to practice in school in order to better master the skills and skills of maintenance business reception. However, some higher vocational colleges pay more attention to theory than practice, and talk a lot about the skills and vocabulary of maintenance business reception in class, so that individual students can complete business process training through examples or spot checks, ignoring the training of each student to complete each business process.

Third, the assessment method is standardized. At present, there are still some schools that evaluate students according to the final exam results. The closed-book written test can only reflect students' mastery of concepts and terms, but can't fully reflect students' professional ability in automobile maintenance business reception.

Therefore, the research and practice of teaching reform of automobile maintenance business reception course based on business process is of great practical significance for promoting the teaching reform of automobile specialty, optimizing the training mode of automobile talents and developing automobile specialty.

2 curriculum development ideas

Through the investigation of automobile maintenance enterprises, this paper analyzes the reception tasks of automobile maintenance business together with the after-sales service manager of school-enterprise cooperation enterprises, and makes clear the basic process and tasks of each link of automobile maintenance business reception; Adhering to the teaching concept of combining work with study, combined with the business process of automobile maintenance enterprises and the professional ability requirements of each link, typical tasks are formulated as the teaching content, and project teaching is carried out by using situational teaching method and role-playing method. The combination of theory and practice enables students to master business reception skills and professional skills during practice.

3. Thinking and practice of teaching reform of automobile maintenance business reception course based on business process.

3. 1 Reform and Practice of Course Teaching Content

Taking the customer's automobile maintenance business as the background, combining with the work demand of automobile maintenance business reception, the routine automobile maintenance items and parts price list are integrated, which runs through the whole business process, including reservation, car pick-up, consultation, valuation, bill preparation, item addition, settlement, car delivery, telephone call back, etc. Students are divided into groups, and roles such as customers and service consultants are set up in the groups. Group members play different roles, using situational teaching method and role-playing teaching method, and using modern technology.

3.2 Teaching methods and means of reform and practice

(1) Project teaching adopts situational teaching method and role-playing method. Arrange the same reception environment for automobile maintenance business as the enterprise in teaching and create a real working environment. According to the reception process of automobile maintenance business, integrating the reception etiquette of automobile maintenance, referring to the routine maintenance items of automobile maintenance and the price list of enterprise spare parts, and combining with the enterprise information, a sitcom conforming to the teaching content is constructed, and the student groups play different roles such as customers, service consultants, maintenance technicians and settlement personnel to carry out the reception teaching activities of automobile maintenance business. Guide students to grasp the key content of project teaching as a whole, and cultivate students' professional ability of automobile maintenance business reception.

(2) Make full use of modern digital technology, multimedia and other teaching methods for project teaching. Play standardized video of automobile maintenance business through multimedia, let students form perceptual knowledge, and then let students train in groups. Use DV video recorder to record students' training videos, so that students can correct the videos by playing them. Turn off the voice in the video in business etiquette, customer reception, car inspection, car delivery, etc., and let the students dub, so as to master the operation skills skillfully.

3.3 the reform and practice of curriculum assessment methods

The assessment of students is mainly to assess the operation of project tasks in the reception process of various automobile maintenance businesses. The assessment standards refer to the assessment standards of service consultants of automobile maintenance enterprises. Assessment is carried out in the training process of each project, and each project should be assessed in practice. If there are those who fail the practical examination, they need to be retrained and re-examined until they pass the examination.

The assessment of each student is divided into three parts: student self-evaluation, student mutual evaluation and teacher comment. In order to give full play to students' enthusiasm, initiative and participation, the weight of each evaluation is self-evaluation accounting for 30%, mutual evaluation accounting for 30% and teacher evaluation accounting for 40%. Finally, the evaluation of each student in each project is: a student's score = a student's self-evaluation ×30%+ a student's mutual evaluation (the average score of all students who participated in evaluating a student) ×30%+ a teacher's score ×40%. At the end of the course, the average score of the sum of all the students' learning items is the final score of the students.

4 conclusion

The teaching reform of automobile maintenance business reception course based on business process has designed scientific and professional teaching methods, which has strengthened the cultivation of students' professional ability. According to the job responsibilities and job requirements of enterprises, the teaching content is formulated to cultivate students' service etiquette and communication skills. According to the working environment of the enterprise, the training scene is designed to cultivate high-skilled talents with strong professional ability and meet the demand of automobile maintenance enterprises for automobile service talents with strong professional ability.

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