Research On The Management For Overseas After Sale Of Q Company

Guided by the “One Belt and Road Initiatives”, more and more auto manufacturers in China begin to react accordingly to make a plan for occupying the overseas auto markets. As an auto industry boasting as national pillar one in China, it will no doubt benefit directly from such policy of “One Belt and Road Initiatives”, especially those proprietary brands in difficulties. As a national famous auto manufacturing and sales & service company, Q co. has formally established a Overseas Sales Dept. and exploited the overseas markets and built up some dealer shops in Iran, Saudi Arab, Iraq, Chile, Costa Rica, Algeria and so on. As the vehicle population continually increasing, the quality of the vehicle is shown its weakness as well, the claim for the car is becoming necessary during the after-sale service, and the poor driving experiences for the customers due to the claim problem has directly influenced the trust to the product. The after-sale claim service, as the upper reach connecting the product quality information management, can show the performance of the product in the market and listen to the voice from the market so as to improve the quality of the product and strengthen its competitiveness based on the market request. At the same time, manufacturer can also get the necessary information from the after-sale claim process to ensure to provide the abundant tracking evidence to the suppliers so that the suppliers can make the improvement in purpose and keep the stability of the product quality to guarantee the benefits of the manufacturer. Therefore, according to the analysis we made above, the study for optimizing the after-sale claim process can not only improve the service satisfying, support the good reputation of the brand and occupying the market share, but also help the manufacturer upgrade the product quality to enforce the competitiveness of the products in the local markets.The research content of this paper is mainly overseas after-sales claims the whole business chain, to overseas after-sales claim process as the main object of study, to the overseas terminal user proposed claim as the starting point, again by overseas distributors to Q company put forward the claim, then through Q company overseas businesses and QA department to spare parts supplier quality traceability, the parts supplier itself quality analysis and Q company aided analysis, to find the causes of quality problems arise, final responsibility for determining the process. Needs to be stressed here is that the thesis claims, just for the sale of the claims process, namely automotive products has reached end users, and does not include claims in the factory and in manufacturing quality problems occurred in the process, this is not the author of this dissertation research category. The dominant sector of the former is the overseas business department, the dominant sector of the latter is within the plant quality management department, this is two completely different process, although all around the issue of quality, but essentially have great distinction.The author mainly to process optimization theory driven basis, focusing on overseas after-sales claim process as the goal, in the course of the study, mainly from the three stages of research. The first stage, claims adjudication process. The main description is Q company’s overseas business of overseas agents claim decision process, the second stage, fault old pieces of quality diagnosis process, this is mainly Q company’s overseas business through the Department of warranty parts suppliers to put forward traceability claims, and cooperate with suppliers of parts quality analysis, finally found the cause of the problem and formulate improvement measures. This process is the focus on the research, the third stage, determining the responsibility and claims process. This stage is mainly based on to find the specific reasons, to develop measures and verify the validity and responsibility judgment and the expenses claim.First stage the main causes as follows: claim files, timely feedback and return part of the cycle, the second stage, the main causes of summarized as: of supplier management and its existing problems, the main causes of the third stage summarized as: claim period, debit consultation, design is difficult to analyze and determine the proportion of liability. In the Countermeasures on the development of the three stages can be summarized: the first stage, optimize the information content of the claim form, appropriate to reduce the old retention period, increased transportation methods and simplify packaging; the second stage, company Q analysis process improvement and strengthen the supplier management, the third stage, with agreement document the supplier recovery, standard sample management methods and claim for expenses standard is introduced. The three are connected with each other, complement each other. In the process of each process, in accordance with the process outlined, business process analysis, determine the true cause, and ultimately develop solutions to ensure that the integrity of the process of research.Also, the ultimate guarantee of process improvement measures to landing the premise, need of Q company top given attention and support, and all the staff to the process improvement schemes to recognize and implement and in the implementation process, needs to carry on the control and supervision and according to the PDCA mode of optimization, to overseas after-sales claim process were the continuous optimization and improvement, the closed-loop management. In the end, it can become an effective management tool for Q company to improve the overseas after sales claims process and achieve the purpose and significance of the final optimization.