Research On Service Quality Management Of Audi After-Sale Based On Six Sigma

As competition of China's auto industry continues to intensify and the sharp drop in new car sales profits,auto after-sales service has gradually become the main source of income for automotive 4S shop to achieve sustainable development.How to improve the quality of auto after-sales service,maintain automotive 4S shop revenue and expenditure balance and obtain competitive advantage in the industry are urgent problems needed to be solve by the auto 4S shop management staff.Six Sigma management methods created a great myth in the manufacturing industry and is gradually applied to other service industries,of course,including automotive after-sales service.But in automotive after-sales service management applications,how to better use Six Sigma management methods to further improve the quality of after-sales service,both at home and abroad are very unconcerned about it and there are very little research results and the effect is not obvious.According to this,based on the Six Sigma management method and combined with the characteristics of foreign luxury brand automobile after-sales service,this paper analyzes the shortage of foreign luxury brand automobile after-sales service,and enhances the after-sales quality of foreign luxury brand automobile through DMAIC method.The theory of this paper is the Six Sigma management theory.Six Sigma management is a set of customer driven business process improvement methodology that is the pursuit of excellent performance and continuous improvement.The product and process continuous improvement as the basic strategy,through the system of philosophy,culture and system integration,to maximize the elimination of defects and eliminate non value added operations,reduce costs,create the perfect value for customers,the pursuit of excellence performance and customer satisfaction,improve the enterprise's comprehensive competitiveness and profitability.The research methods used in this paper are questionnaire survey,observation,literature research and other research methods.This paper consists of five chapters.The first chapter is the introduction.It introduces the research background,the significance of the topic and the research status at home and abroad,as well as the literature review.The second chapter is a brief summary of the basic situation of JL Automotive Development Co.,Ltd.,the status of after-sales service management and summary of the low score of after-sales service quality.The third chapter is the author analyzes the causes of low after-sales service quality score of JL Automobile Development Co.,Ltd and finds out the key points and key processes that needed to improve through Six Sigma DMAIC method.The fourth chapter is based on the results of the third chapter to improve the key points and key processes needed to improve in the project process of after-sales service quality,targeting to improve and perfect in order to achieve the target of after-sales service quality and customer's satisfaction.In the fifth chapter,it summarizes the results of the improvement and draws the conclusion of the study and prospects the generalization and improvement of Six Sigma management methods in other aspects.Through research,Six Sigma management can effectively control the quality of after-sales service and can improve customer satisfaction to increase revenue of the car 4S shop.