【作者】 亢铮；

【导师】 章帆；

【作者基本信息】 北京工业大学 ， 工程硕士（专业学位）， 2016， 硕士

【摘要】 随着汽车的保有量的快速增长,汽车的售后服务市场不断扩大,市场竞争日趋激烈。各个汽车品牌都面临着前所未有的困难和挑战,经营重心开始由整车销售向售后服务转移。改变传统的盈利模式,改进现有的服务流程,强化客户的服务体验,提高服务的效率和质量已经势在必行。面对复杂多变的市场环境和客户需求,各个汽车品牌都设计了标准的售后服务流程,并且制定了相关的售后服务政策,以保证所有授权的经销商都能够严格的执行,向客户提供优质的服务体验。但是,大部分汽车品牌设计的售后服务流程在执行和管理的过程中都出现了大量的问题,例如:流程的节点或者关键点不清晰,流程的设计不符合实际情景,在执行标准的流程时与客户的体验产生矛盾,在执行的过程中需要大量的协调工作,评价和管理服务流程困难等等。BH汽车品牌制定了标准的售后服务流程,在应用的过程中也同样的出现了很多的困惑。如何正确认识和执行汽车行业的售后服务流程,如何管理和改进汽车行业的售后服务流程,已经成为值得研究的课题。本论文应用流程管理和改进的理论和概念,采用标杆瞄准法、5W2H、ECRS等方法,调研世界主要汽车品牌的售后服务流程,分析BH汽车品牌的售后服务流程的现况和问题,确定改进的方向,对服务流程进行改进和设计,指出售后服务流程的关键内容。最后,分析改进前后的效果,并且提出了持续改进售后服务流程的主张。通过研究汽车行业的售后服务流程,希望能够为致力于在汽车售后服务市场中生存和发展的企业提供参考和借鉴。更多还原

【Abstract】 With the rapid growth of car ownership,car service market continues to expand,the market competition is becoming increasingly fierce.Various automobile brands are faced with unprecedented difficulties and challenges,the focus began to shift from vehicle sales to service.Change the traditional profit model,improve the existing service flow,strengthen the customer service experience,improve the efficiency and quality of service is imperative.Facing the complex and changeable market environment and customer demand,various brands design standard process of service,and to develop the related service policy,to ensure that all authorized dealers are able to strict implementation of,to provide customers with quality service experience.However,most of the automobile brand design service process in the implementation and ma nagement of the process,there have been a lot of problems,for example: process nodes or key point is not clear,process design does not conform to the actual situation,in the process of the implementation of standards and customer experience conflict,in the implementation process needs a lot of coordination,evaluation,and management of service process difficulty and so on.BH car brand develop a standard service process,in the process of application also appeared a lot of confusion.How to correctly understand and implement the automotive industry after sales service process,how to manage and improve the automotive industry after sales service process,has become a subject worthy of study.Application of process management and improvement the concept and theory of the benchmarking method,5W2 H,ECRS and other methods,the main research of world automobile brand customer service process,analysis of the current situation and problems of the BH car brand customer service process,determine the direction of improvement,improvement and design of the service process,it is pointed out that the key contents of service process.Finally,the analysis of the effect before and after improvement,and put forward the continuous improvement of the service process.Through the study of the automotive industry service process,hoping to be committed to the automotive service market in the survival and development of enterprises to provide reference and reference.更多还原