【作者】 高爽；

【导师】 杜玉申；

【作者基本信息】 吉林大学 ， 工商管理， 2014， 硕士

【摘要】 随着汽车产业的飞速发展及汽车市场的急剧膨胀，各汽车品牌的竞争呈现白热化的趋势，汽车的售后市场也成为各经销商之间竞争的重点。奥迪品牌一直是中国豪华汽车市场的领军者，但是面对如此激烈的市场环境以及自身经销商网络的急速发展，也不得不引导经销商们将盈利重心转移到售后服务上。目前占售后维修50%利润的钣喷维修已逐渐成为经销商盈利的新增长点，所以钣喷车间维修效率的提升尤为关键。但是由于长期以来钣喷维修行业不受重视，导致人员技能水平低下、维修设备落后、缺乏专业车间管理人员、工作环境脏乱差、维修效率低、维修时间长等问题，目前已经成为经销商售后管理中亟待解决的重点问题。本文根据经销商现场走访收集的大量资料和素材，对目前奥迪经销商钣喷车间的问题进行详细分析。存在的问题点主要包括：小损伤车辆总维修时间过长，造成客户长时间等待，降低了客户满意度；钣喷维修工位周转率低，造成车间拥堵，增加员工工作负荷；钣喷人员生产力低及喷漆维修烤房使用率低，导致钣喷车间在不断有新的生产任务的同时又无法顺利完成现有任务，造成整个车间低效运转。经过现场调研分析、查阅相关的资料文献，并借鉴行业内公认的相关标准，本文分别从优化钣喷维修工艺流程、设计钣喷车间工位布局、升级钣喷维修工具设备三个方面进行深入的研究，帮助经销商提升钣喷维修效率，赢得客户的满意和信赖。在优化流程中主要是推广节拍化生产模式、消除生产中的时间浪费、采取先进的人员分组模式，使生产力得到提升；在工位布局规划中主要是区分不同类型维修车辆的维修区域，使车间里的车辆流转动线清晰顺畅，避免车辆长时间等待；在设备工具更新中主要导入高效率维修工具，并提升设备的使用率及维护保养。为了保证这些措施能够顺利实施，本文也介绍了如何调整钣喷车间的组织结构和人员配置、如何提升钣喷维修人员的技能水平以及导入先进的车间派工方法和推广车间5S管理方法。本文旨在帮助奥迪经销商提升钣喷车间的维修效率，进而提升经销商的盈利能力并提高客户的满意度，使经销商网络能够健康发展，促进奥迪品牌不断壮大并持续引领中国豪华车市场。更多还原

【Abstract】 With the rapid development of the automotive industry and the rapid expansionof the automobile market, various car brands present the trend of intense competition.Aftermarket has become the focus of competition among dealers. Audi brand hasbeen China’s luxury car market leader for many years. But the face of such fiercemarket environment as well as the rapid development of its own dealer network, italso had to guide the dealers who will profit the focus shifted to the service.Repairs currently accounts for50%of profits that body and paint maintenancehas gradually become a new profit growth point for dealers. So body and paint repairefficiency improvement is particularly critical. However, due to the body and paintrepair industry has long neglected, resulting in low levels of staff skills, maintenanceand obsolete equipment, lack of professional management workshop, workenvironment dirty and messy, low maintenance efficiency, long service time and otherissues, has now become a dealer sale management of key issues to be solved. Basedon the wealth of information and material collected by the dealer site visits, this papergives a detail analysis on Audi dealers’ BP workshop problem. The problems mainlyincludes: due to the small damage vehicle maintain slowly, the customer have to waitfor a long time, that reducing the customer satisfaction; body and paintworkshop turnover rate is low, resulting in shop floor congestion, increasing thestaff work load; the personnel productivity of BP staff is low and thepainting room using rate is low, resulting in the BP workshop in the continuous newproduction tasks at the same time also not complete successfully the existingtask, causing the whole workshop inefficiency. As well as access to relevant information literature, and learn industry recognizedstandards, respectively, from the depth study three aspects of optimization of the bodyand paint repair process, design workshop station layout, upgraded maintenance toolsand equipment, to help dealers improve maintenance efficiency, to win customersatisfaction and trust. In the optimization process is mainly to promote the rhythmof production mode, to eliminate the waste of production time, to take thenew grouping model to increase the productivity. In the station layout planning ismainly to distinguish different types of vehicle maintenance in different repairarea, so that the circulation line of vehicles in the workshop is clear andsmooth, avoiding long time to wait for repair. The equipment update is mainlyto import efficient maintenance tools, and improve the utilization rate. In order toensure the smooth implementation of these measures, this paper also describes how toadjust the body and paint workshop organizational structure and staffing, how toenhance the skill level of maintenance personnel as well as introducing advancedworkshop dispatching methods and promotion workshop5S management.The objective of this paper is to help the Audi dealers increase the body and paintworkshop maintenance efficiency, and enhance the dealer profitability and improvecustomer satisfaction, so that dealers can promote the healthy development of thenetwork. Audi brand will strengthen and continue to lead the Chinese luxury carmarket.更多还原