Research On Quality Improvement Of Automobile After-sales Service Based On Six Sigma Process

In recent years,the new car sales are decreasing year by year,and the importance of automobile maintenance industry is gradually increasing.Automobile manufacturers in order to stabilize the customer's return flow,is bound to provide more diversified services.So the market competition between manufacturers will be more intense.This study aimed at the Tianjin M auto repair factory customer distribution questionnaire,and the use of factor analysis to select the relevant issues,and then according to the basic information of variables as factors,to do the analysis of variance analysis respectively.In addition,in order to improve the operating performance of M auto repair factory,this study uses the PZB model to design a questionnaire for the M auto repair shop,and uses six sigma to improve the process.From the cognitive differences between the expectation importance and the actual degree of satisfaction,the use of the performance evaluation matrix to contain the control limits,to identify the problems in the maintenance and operation of M auto repair factory.The results showed that 7 of the 21 problems fell in the priority areas,the need to improve the relevant.This research provides the operators with the improvement strategy,plans the improvement plan,and uses the quality control chart to test the improvement effect.At the same time,this research make the example analysis,for the related industry in the future to do enterprise diagnosis,and enhance the performance of reference.