Research On Customer Oriented Automobile After-sales Service System

With the coming of the times of information economy and network economy, more and more automobile manufacturers have established their informational after-sales service management system.The implementation of these informational management system changed traditional manual communicating way and recording way of the automobile industry,and reduced the response time of service.and achieved the accurate and rapid communication between manufacturers and service stations,and improved the quality of automobile after-sales service.However,the customers have not been able to participate in the informatization of the automobile after-sales.How to ensure customer focus,and let the the customer benefit from the after-sales informational construction.and let the informatization of after-sales service work through the whole process from the customer to the service stations and then the factory,are the focus of this thesis.In this thesis, the status and characteristics of the after-sales of CQ Industry CO., Ltd. are analyzed,the customer behavior and needs in the after-sales service are analyzed and summarized.I have proposed a solution of customer-oriented automobile after-sales service system to make the informatization of after-sales service work through the whole process from the customer to the service stations and then the factory. And I have designed the method to integrate the customer-oriented automobile after-sales service system and CQ after-sales service management system,and designed the method to realize the interaction across different platform,and designed the method to verify customer user. I analyze the different requirements for the service station of different customers,then propose a way for the customers to choose the weights of evaluation indexes of the service stations.And in order to let customers get better user experience,I build up the system for customers on the PC platform and mobile platform.