Research On The Design Of After-sales Service For Manufacturing Based On Information System

The development of modern information technology has promoted the trend of manufacturing servitization,helps manufacturing to get rid of the predicament of product homogeneity and transform to service providers.At the same time,due to the after-sales service in the high-end of the manufacturing industry value chain curve,relying on the information technology to improve after-sales service can create more value for the enterprise and customer.This article based on the manufacturing after-sales service present situation,by the method of combining QFD with information service blueprint,analyzes and designs manufacturing after-sales service based on information system and appling in C car companies.The main contents of this paper are as follows:(1)the paper summarizes the contents of the after-sales service of manufacturing industry and the status quo of informatization research,and reviews the process and the method of service design.;(2)for the service blueprint lacking of intuitively reflecting the information service properties,the paper puts forward the framework of information service blueprint,and combines with the method of quality function deployment(QFD),then applies in the design process of service based on information system,improves the demand-oriented quality in design process and the scientificity of technological factors;(3)taking the automobile manufacturing industry as an example,the content analysis,case investigation and network investigation are used to study the after-sales service classification based on information system and the key areas of and the domestic automobile after-sales service.(4)Using the case study and information-intensive service value creation process which is from data collection,information manufacturing to information delivery,the information service blueprint is designed for automobile maintenance service,health management service and infotainment service in domestic automobile manufacturing industry.Finally,take the C saloon car as an example to carry on the health management service design application research,provides the instruction for its after-sale service design.This paper provides reference for the service transformation of automobile manufacturing and the design of after-sales service of C-car based on information system.