【作者】 刘建峰；

【导师】 于旭；

【作者基本信息】 吉林大学 ， 工业工程， 2014， 硕士

【摘要】 随着我国汽车行业的飞速发展，伴随着与之升温的，还有相配套的汽车服务行业，或者称为汽车后市场。高附加值产品的汽车售后服务已经得到国内外厂商普遍重视，同时也是消费者的最大需求点，可以说汽车售后服务的利润空间、市场空间、发展空间远大于单纯的汽车销售空间，在汽车售后服务行业中，谁能够提供顾客多业务、高质量的服务，谁就会加快汽车销售步伐，既而占有汽车市场的份额。因此如何找出并解决汽车4S店售后服务中存在的管理问题，并加以改进和创新就显得极为重要。通过对A汽车4S店售后服务管理体系的研究，首先介绍了汽车售后服务管理创新的定义和重要性以及思路；其次介绍了A汽车4S店售后服务管理的现状以及存在问题，通过对售后服务管理工作中的各环节进行系统地调查、研究、分析，以及对顾客满意度的调查，分析影响顾客满意度的主要问题所在，了解顾客对售后服务的实际需要和期望，找出A汽车4S店售后服务管理中存在的问题、产生的原因，如售后服务流程不完善、缺少客户调查评价机制、缺少后备人才培养基地、缺少售后服务管理的信息化应用、售后服务项目创新不够、售后服务业务单一、员工管理体系不完善等问题；再次，对其存在问题提出了合理的改进和创新方案，如完善售后服务流程、改建客户投诉处理部门、建立后备人才培养基地、研发汽车售后服务管理信息系统、增加业务服务项目、完善员工的满意度和考评绩效管理体系等措施，最后对提出的解决方案进行了效果验证，总结A汽车4S店售后服务管理改进和创新的成功经验以及不足之处，并对方案不足之处提出了进一步改进对策，既对A汽车4S店售后服务管理工作带来了启发和推动作用，又对提升汽车4S店售后服务管理质量具有一定的指导作用。通过充分调研A汽车4S店售后服务管理业务流程特点的基础上，同时针对售后服务管理工作中存在的问题及改进的措施，结合售后服务管理工作中的实际需要，综合应用先进的数据库技术、计算机技术以及先进的管理思想，利用所学到的管理信息系统知识，独自研发一套汽车售后服务管理信息系统，对汽车售后服务管理信息系统的结构模块、业务流程、功能开发、系统界面以及数据库系统等进行了详细的设计，最终利用软件Visua FoxPro成功的开发出了汽车售后服务管理信息系统，同时详细介绍了系统运行时所需的软硬件设备、以及系统生成汽车售后服务管理信息系统安装程序的步骤。更多还原

【Abstract】 With the rapid development of automobile industry in our country, supporting theautomotive service industry, or known as the car market after also accompanied with heating.High value-added products of auto after-sales service has been paid attention to by domesticand foreign manufacturers, at the same time it is also the biggest demand point. It can be saidthat the automobile after-sale service profit space, the market space and the developmentspace are greater than the simple car sales space. In the automobile after sale service industry,who can be able to provide customers more business, high quality service, which will speedup the pace of car sales, subsequently occupy the share of the automotive market. So how tofind and solve the management problems in the after-sales service of the auto4s shops.Through the research of the A automobile4S shop after sale service managementsystem. Firstly, this paper introduces the definition of automotive after-sales servicemanagement innovation, importance and the way of thinking; secondly, this paper introducesA automobile4S shop after sale service management present situation and existing problems,through each link of after-sales service management system to investigate, research, analysis,and the customer satisfaction survey, analysis the main problem affecting the customersatisfaction, understand customer to the actual needs and expectations of the after-salesservice, to find A automobile4S shop after-sales service management problems and theircauses, such as the imperfect after-sales service process, the lack of customer surveyevaluation mechanism, the lack of reserve personnel training base, the lack of after-salesservice management information technology application, the insufficient of the after-salesservice project innovation, a single after-sales service business, the imperfect of staffmanagement system, and so on. Again, the existing problems put forward the reasonableimprovement and innovative solutions, such as perfect after-sales service process, theredevelopment of the customer complaint processing department, building up a reservepersonnel training base, research and development of auto after-sales service managementinformation system, increasing in the business services, improving employee satisfaction andevaluation performance management system, and so on. Finally, the proposed solution effectverification, summarize the A automobile4S shop service management improvement and thesuccessful experience of innovation and the deficiencies. In this paper, the deficiency of solutions are put forward the countermeasures of further improvement. For A automobile4Sshop after-sales service management brings inspiration and impetus, at the same time,improving the quality of the automobile4S shop after-sales service management has acertain guiding role.Through the research of the automobile4S shop after-sales service on the basis ofbusiness process management features, while the service problems in the management areimproved and measured, based on the working of after-sales service management in theactual needs, integrated application of advanced database technology、 computer technologyand advanced management thoughts, using the learned knowledge of managementinformation system, develop a set of vehicles alone after-sales service managementinformation system, the structure of automotive after-sales service management informationsystem module, business process, function development, system interface and databasesystem and so on has carried on the detailed design in the system, finally using softwareVisua FoxPro successfully developed a management information system of auto after-salesservice, at the same time, the article detailed introduces the system is running the requiredsoftware and hardware equipment, as well as the system generated auto after-sales servicemanagement information system setup steps.更多还原