Lean Six Sigma Based Improvement Of Customer Satisfaction

Auto4S shop terminal service mode has been no longer strange to us, but with the continuous influx of various brand models, differences between different brands of the same models continue to shrink, services homogenization obvious. The attendant is to cultivate customer loyalty in the industry, and through a variety of means to enhance customer satisfaction. Although Lean Six Sigma management before has been widely used in manufacturing industry, in recent years has also been applied in the service industry, but in the4S store terminal service industry by using the research is less, but the whole process of the optimization effect is very obvious. But the current4S shop also need to apply new management tools innovation to upgrade the store operation condition and the profit ability, the core competitiveness of enterprises to form a rich characteristic.国内4S店一直实施由各品牌厂家推行的标准流程和系统,但随着网络信息技术的迅猛发展,使用户可以轻易获得各种信息,服务口碑的传递和影响越来越快速便捷,随着4S店在居高不下的运营管理成本和盈利能力的降低,越来越多的汽车经销商也试图能找寻到解决问题的办法。文中案例中的TH4S店也遇到了相同的问题,并通过对客户关系管理和精益六西格玛管理相结合的思路对店面流程进行了改善,并在该基础上通过‘人+协作+文化”的制度融入来消除精益六西格玛中存在的员工抵触、容易流产等操作困难,为尝试开展创新性管理奠定理论基础。最终结果显示客户关系管理理论和精益六西格玛的运用使得我公司的凝聚力、团队协作能力和整体运营能力都得到了极大提升。本文根据数年的中层管理经验,试图通过理论与实践的双重探讨,构建一种探索性的针对汽车销售行业的管理创新模式。这将为推动同行通过运用先进管理思想提升运营能力并建立良好的客户关系提供可借鉴的模式。为优化内部管理以形成高效服务、低成本运营和高盈利能力,同时形成具有自身特点的核心服务竞争力提出可行性建议。The implementation of the standard processes and systems has been carried out by the brand manufacturers of domestic4S shop, but with the rapid development of network information technology, users can easily get all kinds of information, service reputation transfer and influence more and more fast and convenient, with the4S store in the high operation cost reduction and profit ability, more and more cars dealers trying to find a solution to the problem. In this paper, in the case of TH4S shop also encountered the same problem, the store and process improvement through the combination of customer relationship management and Lean Six Sigma management ideas, and on this basis through the "people+collaboration+culture" into the system to eliminate the Lean Six Sigma in the presence of staff conflict, easy abortion operation difficulty, which lays a theoretical foundation for the attempt to develop innovative management. The final results show that the use of the theory of customer relationship management and Lean Six Sigma, which greatly enhance our company’s cohesion, teamwork ability and overall operation capability. In this paper, according to the number of years of management experience, tries to double a discussion on the theory and practice, according to the management innovation mode of automobile sales industry to build an exploratory. This will be through the use of advanced management thoughts to enhance the operation ability and provide reference model to establish a good customer relations to promote peer. In order to optimize the internal management to form efficient service, low operation cost and high profitability, while the formation of the feasibility of the recommendations has its own characteristics of the core competitiveness of service.