Research On After-sales Service Risk Management Of F Company

China’s auto market in the last decade is in the period of rapid development.The major automobile manufacturers in China automobile market hold the optimistic attitude,actively expand production lines in China.However,in 2018 China’s auto market sales fell for the first time,which means Chinese consumers’ demand for cars declined.The incremental automobile market turned into a stock market.As of June 2019,China’s car sales have been falling for 12 months.In the first half of 2020,by the influence of COVID-19 outbreak,China and even the global economy suffered a serious blow.Consumers’ shopping desire declined.In the short to medium term,there is not any recovery trend in China’s auto market.In recent years,under the development of new energy technology policy,the auto industry is experiencing an unprecedented change.This change will make car dealership industry transform into self-adjustment mode.The operation mode changed from the original sales oriented to customers’ experience oriented.Although showing a trend of decline in auto sales market,China’s car ownership is growing,which means that after-sales service business will be a profit growth point in car dealership industry,after-sales service risk management will be more and more important in car dealer operation management.In this paper,F car dealer in Guangdong province is taken as an example.The after-sales service business market of the automobile dealer is analysed.The operation pattern of the car dealer is studied.The current after-sales service problem of F car dealer is analysed.By brainstorming method and questionnaire method after-sales service risk is analysed qualitatively and quantitatively.According to the grading results by applying the method of risk evaluation system diagram,the medium and high levels of risk factors are selected.Combining the theory of extenics matter-element model,high risk factors are comprehensively evaluated.Finally,according to the model analysis results for important risks,the risk control supervision scheme are made,and the operational points of risk control measures are refined,so as to improve the enforceability of risk management measures.This paper proposes that: the group-style automobile dealers can utilise the capital advantage and scale effect,implement the multi-brand strategy and related diversification strategy and improve the anti-risk capability;luxury car dealers should focus on applying mobile internet to develop new marketing channels and service platforms and to develop products and services which meet personalized demands.Car dealers should be based on the characteristics of this industry,build a dynamic response system which is closely connected with enterprise environment and organizational structure and business procedures,configure significant risk control points as the main task of risk management,design after-sales service risk assessment table,and establish the supplier evaluation mechanism.In a word,the research conclusion in this paper has the certain enlightenment function to after-sales service risk management in the group-style car dealers.