Study On The Service Operations Management Of Auto-4S-Shops

With China becoming the world’s largest automotive market for three consecutive years,the popularity of private cars make car maintenance&repairing becoming the important partof people’s living, also deeply affects the development of the whole society. However, China’sautomobile4S shop there are a lot of behavior that raking in profits at the expense of theinterests of consumers, which lead to customer trust crisis. Such backward service operationsconcept, not only seriously hampered the healthy development of Auto-4S-shops, it alsoindicates that the relevant theoretical research should be strengthened. Therefore, study onAuto-4S-shops service operations management, play a major role to improve the industry ofautomotive channel business, and also to push forward the development of the serviceoperator theory.Firstly, in the context that theoretical research of domestic service operators ratherscattered, making Auto-4S-shops as entry point, on the basis of a systematic point of view toanalyze service operations, build the framework of a theoretical study of the operating systemof Auto-4S-shops; secondly, for our Auto-4S-shops operation status, apply service operatortheory to raise the question, especially for Auto-4S-shops existing "customer a crisis ofconfidence" and "front-line employees not authorized", propose improvement idea of "SBUoperating units"; and then from the quantitative point of view, build mathematical models onhow to objectively measure indicators of productivity in service operations, according toselect the DEA model, and combine with the formation mechanismthe of the serviceproductivity, put forward the Auto-4S-shops evaluation index system of "DEA-ServiceProductivity "; finally, on how to utilize the model to optimize the operational indicators tomake empirical research, through the applied research of8Auto-4S-shops serviceproductivity, verify the feasibility and effectiveness of DEA model to optimize the serviceproductivity.