Research On The Optimization Of After-sale Service Of K Company

With the rapid development of China’s economy and the rapid upgrading of consumption level,the development of China’s commercial vehicle market is changing with each passing day.It has gradually developed into a huge market with multiple enterprises,brands,models and application scenarios.With the increase of the age of commercial vehicles,after-sale maintenance and repair of vehicles will usher in the peak demand,and the post market of commercial vehicles will be a bright profit growth point in the automobile industry.At the same time,the whole commercial vehicle Aftermarket in China has reached a trillion scale,which makes the competition of automobile industry turn into after-sale market competition.At present,domestic commercial vehicle after-sale service generally has the following problems: commercial vehicle related manufacturers have service strategies and service brands,but lack of empowerment in service channels;manufacturers have no effective regulatory means for their channel service capacity,resulting in customers’ perception of good and bad;channel The profitability of service providers or distributors is declining,and manufacturers are facing service model reform.K Company has established after-sale service system for 20 years.In the face of industry changes and customer demand changes,the existing service business system also has common problems in domestic commercial vehicle after-sale service.At present,there are few theoretical researches and after-sale service models in the field of commercial vehicle after-sale service in China,so I need to read a large number of domestic and foreign commercial vehicle after-sale service related materials,and obtain important information combined with the company’s internal and external customer interviews.Combined with the interview content,analyze the existing business within the company,identify problems,conduct field research,and find out whether the sorted problems are close to the actual pain points of the business.Combined with the company’s strategic balance card and industry SWOT analysis,determine the optimization direction and measures of K Company’s after-sale service business: it is of great practical significance for K Company to transform its service strategy,optimize its service organization,optimize its service provider management system,explore its after-sale service mode,and finally verify the feasibility of K company’s service business optimization and innovation through Henan regional practice.