Research On System Of Automobile Service Performance Assessment

In recent years, with the automobile industry "black inflection point" comes and the myth of blowout-growth ends, the development of China's auto industry has become more rational and stable. For its hard-to-imitate character,auto service is regarded as the core factor of aquiring competitive predominance under the situation that price strategy and public strategy can not do execution,besides products and adertisements turn to homogeneous.What's more,as a method of feedback,the performance of automobile service is deemed to be the focus of automobile corporations. Therefore, the thesis seeks to establish a complete set of auto service performance evaluation system and evaluation methods, in order to manage the service performance evaluation and the construction services of auto service business, and to realize the purpose—build the core competitiveness of the auto service enterprise.As brand stores(for example 4S-store) have become the mainstream of China's automobile distribution model, the article analyse the selection of auto service performance evaluation index,build the evaluation system and choose evaluation ways, standing on the perspective of auto service businesses - car dealers - the brand stores which has a close relationship with auto manufacturers.The thesis summarizes the performance evaluation, service performance evaluation and performance evaluation of the vehicle services related concepts, theories and its research status quo. This thesis discussed ulteriorly the characteristic of China's automotive service industry and the internal requirements of service performance evaluation; From the thinking of the Balanced Scorecard , the theory of customer satisfaction, service and management of supply chain management theory and other advanced theories are applied synthetically, and from the customer satisfaction performance, internal operations performance, cost-effective performance and learning and development performance in four areas of the automobile service are built a comprehensive performance evaluation system for comprehensive utilization. The level of analysis, Delphi method, such as law and linear weighted performance evaluation method are applied synthetically, and the car service performance to conduct a comprehensive, scientific and objective evaluation through empirical analysis, verification of the paper by the car service performance evaluation system and method for the Science, feasibility and effectiveness. Finally, make a brief discussion with regard to further study the direction.I hope this thesis could contribute lightly to performance evaluation on automobile service theory in qualificational and practicalfields,and also offer a reference for aquiring competitive predominance of automobile corporations.