A Study On Performance Improvement Of The After-sales Service Department Of Porsche Center LG

With the rapid development of China’s automobile industry,the car production and sales exceeded 28 million in 2016.The automobile industry is gradually maturing.In addition to the car sales,the aftersales market has also flourished.After issuing the "Car Brand Sales Management Measures" in 2005,various brands of automobile 4S shops have sprung up throughout the country,which occupying the absolute share of car sales.But with the automobile 4S shops opening too much,parallel import vehicle introduction,network platform sales and other factors,car sales are facing more and more competition.There’s a phenomenon of selling cars without making money or selling at a loss.Looking at the mature automobile market in Europe and America,car sales accounted for only one-third of the life cycle of the car.Most of the profits are created by aftersales market,especially the maintenance of cars.Therefore,for China’s vast number of automobile 4S shops,aftersales service is becoming more and more important,and the profitability of the aftersales even determines the survival of most automobile 4S shops.Porsche Center LG is a Porsche car brand 4S shop,was founded in November 2015.After the initial rapid growth,the after-sales performance of the last six months is under increasing pressure,unable to meet the performance target on time.This article analyzes the actual situation of the company,and combines the thought of balanced scorecard to develop a feasible plan to improve the aftersales performance.Although this article is aimed at the performance improvement of the Porsche Center LG,it is also suitable for the majority of other automobile 4S shops in China.This article has theoretical and practical reference value for automobile aftersales research,target setting process setting and so on.