H汽车售后服务体系研究
发布时间：2019-03-09 10:44
【摘要】：中国客车工业从无到有、从弱到强。客车行业沿着波浪式的轨迹前行，，行业内骨干企业继续保持主导地位竞争激烈。客车行业进入微利时代，车企想依旧按老的拼产品和拼价格的方式占领市场越来越难，势必将企业引向基于满足客户需求的售后服务竞争；我国的客车生产是典型的技术密集和劳动力密集型生产。具有以下的生产特点：①客车生产订单批量不等。②客车产品品种多。客车选装件差异性大。③客车产品更新换代速度快。④客车产品交货时间短。在生产过程中的质量问题不能及时解决。客车使用过程中的故障率依然较高，同时产品技术同质性加大，客户购买客车进一步理性化，计算运营成本和投资回报意识增强，售后服务的好坏成了购买汽车产品的决定性因素；行业专家学者关注客车售后服务，建设完善客车售后服务的呼声越发强大。H汽车“注1”的售后服务体系独树一帜，客车行业中最有效、最全面的服务平台，吸引宇通、大金龙、厦门金旅的同仁都来参观学习，所以对H汽车售后服务的研究具有非常大的现实意义，为其他企业建设完善售后服务体系提供了参考。通过查阅法、实证法、专家法进行研究发现商用车售后服务工作应从响应速度、服务态度、技术水平、服务品质和配件供应五个纬度开展，对于商用车客户来说其更关注响应速度、技术水平和配件供应。
[Abstract]:China's bus industry from scratch to existence, from weak to strong. Bus industry along the wave-like trajectory, the backbone of the industry continues to maintain a leading position of competition. The bus industry enters the small profit age, the automobile enterprise still wants to occupy the market according to the old competition product and the competition price way more and more difficult, it is bound to lead the enterprise to the after-sales service competition based on meeting the customer demand; Bus production in China is a typical technology-intensive and labor-intensive production. With the following production characteristics: 1 passenger car production orders batch unequal. 2 passenger car products variety. There is a great difference in the selection of passenger cars. 3. The replacement speed of bus products is fast. 4 the delivery time of bus products is short. Quality problems in the production process cannot be solved in time. The failure rate in the process of using passenger cars is still high, at the same time, the homogeneity of products and technologies has increased, the customers have further rationalized the purchase of passenger cars, and the consciousness of calculating operating costs and return on investment has been enhanced. The quality of after-sales service has become the decisive factor in the purchase of automobile products; Industry experts and scholars pay attention to the after-sales service of passenger cars, and the voice of building and perfecting the after-sales service of passenger cars is more and more powerful. The after-sales service system of H Automobile "Note 1" is unique, the most effective and comprehensive service platform in the bus industry, attracting Yutong. Great Jinlong and colleagues of Xiamen Golden Travel come to visit and study, so the research on after-sales service of H-car is of great practical significance, which provides reference for other enterprises to build and perfect after-sales service system. After-sales service of commercial vehicles should be carried out in five latitudes: response speed, service attitude, technical level, service quality and spare parts supply. For commercial vehicle customers, it is more concerned with response speed, technical level and supply of accessories.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F426.471
本文编号：2437376
[Abstract]:China's bus industry from scratch to existence, from weak to strong. Bus industry along the wave-like trajectory, the backbone of the industry continues to maintain a leading position of competition. The bus industry enters the small profit age, the automobile enterprise still wants to occupy the market according to the old competition product and the competition price way more and more difficult, it is bound to lead the enterprise to the after-sales service competition based on meeting the customer demand; Bus production in China is a typical technology-intensive and labor-intensive production. With the following production characteristics: 1 passenger car production orders batch unequal. 2 passenger car products variety. There is a great difference in the selection of passenger cars. 3. The replacement speed of bus products is fast. 4 the delivery time of bus products is short. Quality problems in the production process cannot be solved in time. The failure rate in the process of using passenger cars is still high, at the same time, the homogeneity of products and technologies has increased, the customers have further rationalized the purchase of passenger cars, and the consciousness of calculating operating costs and return on investment has been enhanced. The quality of after-sales service has become the decisive factor in the purchase of automobile products; Industry experts and scholars pay attention to the after-sales service of passenger cars, and the voice of building and perfecting the after-sales service of passenger cars is more and more powerful. The after-sales service system of H Automobile "Note 1" is unique, the most effective and comprehensive service platform in the bus industry, attracting Yutong. Great Jinlong and colleagues of Xiamen Golden Travel come to visit and study, so the research on after-sales service of H-car is of great practical significance, which provides reference for other enterprises to build and perfect after-sales service system. After-sales service of commercial vehicles should be carried out in five latitudes: response speed, service attitude, technical level, service quality and spare parts supply. For commercial vehicle customers, it is more concerned with response speed, technical level and supply of accessories.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F426.471
【参考文献】
相关期刊论文 前10条
1 林坡原;;金旅创新配件服务体系[J];城市车辆;2009年01期
2 谷杰伟,罗伟;我国城市化进程对客车产品需求市场的影响[J];客车技术与研究;2005年01期
3 岳宇斌;;中国客车制造商导入CRM的必要性[J];客车技术与研究;2007年01期
4 王石;;海格客车H92(KLQ6125/Q)客车跟踪报道(三)[J];驾驶园;2013年07期
5 刘勇;;海格客车 KLQ6125系列客车跟踪报道(六)[J];驾驶园;2013年10期
6 刘宇;马卫;;奇瑞汽车的渠道策略[J];企业管理;2010年08期
7 张蕊;;如何突破售后服务瓶颈[J];时代汽车;2007年12期
8 ;商用车售后服务待升级[J];汽车零部件;2012年04期
9 李笃生;;旅游客车市场现状及营销策略分析[J];汽车与配件;2006年08期
10 李笃生;;客车行业的突围之道[J];汽车与配件;2009年52期
本文编号：2437376
本文链接：https://www.wllwen.com/guanlilunwen/shengchanguanlilunwen/2437376.html
