Research On Risk Management Of Automobile After-sales Service Of J Company

In 2021,the annual production and sales of Chinese automobiles will be 26.082 million and 26.275 million respectively,ranking first in global automobile production and sales for 13 consecutive years.There are two main reasons for the rapid rise of China’s auto industry.On the one hand,the huge domestic demand for automobiles has attracted internationally renowned auto companies to enter China;on the other hand,the rapid growth of Chinese brand auto companies,J Company is one of them.The Chinese brand auto companies we can see now are victorious.Those auto companies that have been eliminated from the market may have strategic problems or operational problems.Generally speaking,there are problems in the operation or management of enterprises.The service fails to meet customer needs and is abandoned by customers.Risk management is the foundation of enterprise management,and international well-known auto companies have also experienced different degrees of after-sales service crisis events.For example,the Toyota Motor Corporation brake pedal incident,the Volkswagen DSG transmission power interruption incident,and the Tesla Motor Corporation braking incident.Auto companies with a high level of risk management can quickly eliminate the impact of risk events through timely risk response;at the same time,effective risk control measures can reduce the probability of risk events to a very low range.Conversely,for an auto company with a low level of risk management,a small risk event may be a landmark event that destroys the company.This paper takes J Company as the research object,and firstly focuses on the J Company’s after-sale service objective,and initially identifies the after-sale service risk events.Secondly,the fault tree analysis method is used to further analyze the risk events.The risk event is regarded as the top event of the fault tree,and the bottom event is based on the corresponding control business department of J Company.The logical relationship between the top event and the middle event and the middle event and the bottom event is For logical OR,the bottom event obtained from the analysis is used as risk information.According to the business responsibilities of J Company’s departments again,the risk information belonging to the same business responsibilities was consolidated or classified,and a total of 23 risks were obtained.Finally,in the risk evaluation,according to the two evaluation indicators of the risk matrix,the Delphi method is used to carry out the risk evaluation,and the evaluation results can obtain three risk levels of high,medium and low in the risk matrix.The borda ordinal value method is introduced to sort the risks of the same level,and the risks with the same borda ordinal value are regarded as the same level.For each risk,put forward specific risk response strategies and measures,carry out risk management supervision and implementation guarantee,and achieve J Company’s service goals.