Application Research Of BPR In The Auto Aftersale Claims Process

With the continuous development of Chinese automobile industry, market competition is becoming increasingly fierce. Warranty service is considered as the most popular selling point by a lot of automobile make to promote sales and establish a brand reputation. But, in fact, all of auto makes will adapt different processes or methods to control the warranty cost payment after sales which will increase turnover time of warranty fee to dealers and customers. The low process efficiency is a serious blow to the motivation of dealer servicing customer and customers’ brand trust. It is significance to find out the solution through BPR theory to redesign and focus on the claim process and its business activities.Based on the analysis of the existing claim process of Volvo car customer service, this paper found that the existing business process faces development bottleneck and much more disadvantages and put forward an idea of business redesign of claim process. For this purpose, with the actual business of Volvo care customer service claims, this paper used the theory of BRP and its technologies to set the process optimization goal of cost minimization and efficiency maximization. After that, the redesigned process should be composed of the key activities as the main business frame work and management tool of monitoring the claim expenses and claims business capacity of dealer. At last, though the comparison of previous process and redesigned process in the aspects of cost control and process efficiency as well as the actual operation test, the redesigned claim process was proved the feasibility and effectiveness.