Research On After-sales Service Management Innovation Of A Automobile’s4S Shop

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.