Research On Passenger Car Manufactory Warranty Management From Business Process Reengineering View

As stipulated in Annual Report on Automotive Industry in China, in the premise of clear goals and strategies, China’s auto industry is to improve the enterprise’s comprehensive strength and innovation ability, also plays a coordinating role of government and intermediary organization to cultivate China own international brand. Warranty management is one of core business for manufactures, which is inevitable portion for cultivating international brand.Warranty management in passenger car manufactories is a professional area to focus on establishment and execution passenger car warranty business. Excellent warranty management can enhance customer’s confidence on products and solve customer’s problems within warranty period without spending extra company costs. Warranty management may have significant influence on company’s final revenue as well. And improper warranty management may cause mass capital loss.The paper adopts methodology of theory research, empirical research and case study mainly through document literature summary, business owners’ interview in relevant enterprises and case research on warranty management in Qoros Auto from business process reengineering perspective.The paper answers questions which were brought up at Literature Review chapter. In terms of business process reengineering theory, research object is warranty management of passenger car manufacturers and Qoros Auto as case study sample in order to fill up blank area of consumer centric warranty management research includes business process design, organization structure, and business system etc. Throughout Qoros Auto warranty management research, it is discovered that three aspects of warranty business process, warranty team and warranty management system linking up can efficiently improve warranty management efficiency and dealer satisfaction and improve customer satisfaction eventually.