基于六西格玛流程的汽车售后服务质量改进研究

发布时间：2018-05-15 17:39

本文选题：服务质量 + 方差分析　；参考：《天津工业大学》2017年硕士论文

【摘要】：近年来新车销售量在逐年递减,后期市场汽车维修保养产业的重要性却逐渐提高。汽车厂商为了稳定顾客的回流量,势必会提供更加多元化的服务,因此各厂商之间的市场竞争就会更加激烈。本研究针对天津M汽车修理厂的顾客发放问卷,并利用因素分析对相关问题选取层面,再根据基本资料中的变量作为因子,分别对各个层面做方差分析。此外,为提升M汽车修理厂的经营绩效,本研究采用PZB模式针对M汽车修理厂设计问卷,从期望重要度与实际满意度的成对指标的认知差异中,利用绩效评估矩阵含管制界限,找出M汽车修理厂在维修保养时需改善的问题,并利用六西格玛改善其服务流程。问卷结果显示,21个问题中有7个问题落在优先改善区域,需要对其进行相关的改善。本研究给经营者提供改善策略,拟定改善方案,并利用质量控制图检验改善成效,同时本研究借此实例分析,为相关产业在未来做企业诊断、提升绩效时提供参考。
[Abstract]:In recent years, the sales volume of new cars is decreasing year by year, but the importance of automobile repair and maintenance industry in the later stage of the market is increasing gradually. In order to stabilize the return of customers, automobile manufacturers are bound to provide more diversified services, so the market competition among the manufacturers will be more intense. This study is aimed at the customers of Tianjin M Auto repair Factory, and makes use of factor analysis to select the level of related problems, and then according to the variables in the basic data as the factor, the variance analysis of each level is made. In addition, in order to improve the operating performance of M auto repair factory, this study adopts PZB model to design a questionnaire for M auto repair factory. From the cognitive differences between the expected importance and the actual satisfaction degree, the performance evaluation matrix is used to contain the control limit. Find out the problems that need to be improved in the repair and maintenance of M Auto repair Factory and use six Sigma to improve its service flow. The results of the questionnaire show that 7 of the 21 questions fall into the priority area and need to be improved. This study provides improvement strategies to managers, formulates improvement plans, and uses quality control charts to test the improvement results. At the same time, this study takes this example to analyze, which provides a reference for enterprises to diagnose and improve performance in the future.
【学位授予单位】：天津工业大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F426.471

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