The Overseas Warranty Management Optimization Of L Company

After-sales service plays an important role in the product life cycle of bus which have a long service cycle.Therefore,service quality is one of the most important factors for customers to consider when to buy a bus.Improving service quality is an area that China bus manufacturers should attach more importance to in this intensely competitive market.Company L is a bus manufacturer which has over 30 years history.This thesis starts with some practical problems occurred during the procedure of overseas after-sales service in company L,among which the priority task is shortening the delivery time of warranty spare parts to improve the service quality.We mainly study the practical problem explanation and optimized proposals for overseas after-sales service management of Company L.This thesis relates to the research and application of six-sigma management in manufacturers and provides management optimization using DMAIC method.Firstly,analytic hierarchy process(AHP)is utilized to analyze the root causes,then select the fundamental output variables that affect the warranty parts delivery time and construct the judgment matrix according to the relative significance.After calculating the weight value of each key output variable and passing the consistency,the weight is sorted for further discussion.Secondly,the Taguchi Robust Design method is employed for experimental design and analysis,comparing interaction of results between controllable factors and noise factors,reducing the volatility of the results by choosing the optimal combination to make the result close to expectations.Finally,we propose some optimized suggestions of management decisions based on the experimental result,which is anticipated to be helpful for shortening delivery time for warranty spare parts.The significance of this thesis is to enable company L to make efficient and effective decisions between reducing the cost and improving the quality of after-sales service in the overseas after-sales service management process.Meanwhile,it also brings some inspirations to the management of after-sales service in the manufacturing industries.Likewise,for the other manufacturing industries,if similar management problem exists in service quality,the method of Analytic Hierarchy Process and Taguchi robust design might be referred to analyze problems and provide solutions,which are also conducive for making key decisions in after-sales service management and stabilizing after-sales service quality.