从管理角度谈如何提升汽车4S店售后服务满意度

近年来,随着社会的进步以及经济的发展,人们的生活水平越来越高,因而人们对生活质量的要求也越来越高。随着人民收入的增加,越来越多的家庭选择购入汽车,而汽车4S店售后服务直接影响着人们购车的选择,本文通过市场调研以及材料分析简要的总结了如何从管理者的角度提升汽车4S店售后服务满意度。     

电子诊断技术在汽车售后服务中的运用

本文主要介绍了电子诊断技术的特征以及应用原理,分析电子诊断技术在汽车售后服务领域的实际应用,包括汽车诊断与维修、二手车鉴定等。汽车电子诊断技术提高了故障检测的效率,提升了汽车维修技术水平,为汽车安全可靠地行驶提供了技术保障。基于在某4S店的实践,统计分析了电子诊断在汽车维修中的占比、以及从事该行业人员学历的比例,提出一些建议,以期能提升汽车售后服务水平,使汽车诊断变得越来越精准、有效、便捷。     

汽车4S店备件库存管理研究

在当今汽车市场竞争日益激烈的情况下,各汽车品牌的竞争逐渐转向汽车售后服务市场。通过分析汽车售后服务站备件管理及库存设定,对汽车售后服务站备件管理提出具体建议。     

汽车售后服务质量信息评价系统研究

论文介绍了汽车售后服务网络质量信息评价系统的规范化设计,用以准确地评价汽车的总体质量、设计质量、生产质量、以及用户使用情况和售后服务工作本身质量,为改善和提高产品质量提供依据。     

基于协同应用平台的汽车售后服务系统研究

阐述了国内外汽车制造企业售后服务信息化发展现状,分析了汽车售后服务业务流程,研究了ASP模式的协同应用平台,并根据汽车售后服务的业务特点构建了基于协同应用平台的售后服务系统体系结构。最后,设计了系统的模块,描述了其基本功能,并对系统进行了开发。     

基于协同应用平台的汽车售后服务系统研究

阐述了国内外汽车制造企业售后服务信息化发展现状,分析了汽车售后服务业务流程,研究了ASP模式的协同应用平台,并根据汽车售后服务的业务特点构建了基于协同应用平台的售后服务系统体系结构。最后,设计了系统的模块,描述了其基本功能,并对系统进行了开发。     

奥迪品牌售后服务管理体系管窥

近些年来,汽车产业在我国得到了快速的发展,尤其是高档汽车市场,其销量呈现出逐年递增的趋势,奥迪品牌是高档汽车市场的领先者。随着经济社会的发展,客户对汽车服务提出了越来越高的要求。要想更好的占领市场,就需要根据实际情况构建一套系统、完善的售后服务管理体系。本文将会对奥迪品牌售后服务管理体系进行系统的管窥,以更好地提高汽车行业售后服务管理水平。     

互联网背景下的汽车企业售后服务创新研究

本文通过研究互联网发展历程,以及与汽车行业紧密结合的车联网的发展态势,分析互联网时代汽车用户特征和需求。重点研究为满足用户的需求,结合汽车企业的核心利益,识别汽车企业在互联网背景下能提供的核心服务。阐述了汽车企业主导的互联网背景下的售后服务解决方案,改造售后服务管理,创新售后服务模式。     

基于SIR-HCA模型的自主品牌汽车企业负面口碑扩散研究

为提高国产汽车消费忠诚度,改善客户关系,从微观视角研究了顾客抱怨的产生和负面口碑的扩散过程及规律,指导自主品牌整车企业实施持续改进.首先,依据负面口碑形成过程,将汽车消费生态圈参与个体划分为不同状态,借鉴SIR疫病模型,刻画负面口碑传播过程.其次,考虑到抱怨个体的异质性,利用异质元胞自动机建模方法,构建负面口碑传播的动力学模型.最后,借助离散动力学仿真,研究初始抱怨比例、产品质量水平、售后服务水平和抱怨者分布模式等对负面口碑扩散的影响.结果表明,负面口碑的扩散效应明显,产品质量和售后服务作为顾客抱怨的补偿,能够缓解负面口碑的扩散效应;但依靠售后服务水平的提升改善顾客抱怨情况具有局限性;同时,初始抱怨比例和抱怨者分布显著影响负面口碑扩散效果.研究结果建议整车企业应进行预防性质量管理,以围堵供应链上游环节的质量问题.     

由上海通用汽车看企业物流的运作

上海通用汽车创建于1997年6月，总投资15．2亿美元，由美国通用汽车与中国最大的轿车制造商上海汽车工业（集团）总公司各投资50％共同设立。本着“以顾客为中心”的企业文化，上海通用汽车在快速反应、高质量生产以及不断推出新品满足用户需求方面成为中国汽车工业先锋。站在上海通用汽车生产线上方，     

质量管理中的顾客满意度研究

随着时代的发展,质量的概念发生了很大的变化,其判断标准由原来的符合技术标准转而成为满足顾客需求,顾客成为质量的最终判断者。对顾客满意度的评测问题是产品使用过程质量管理中的一个重要方面,越来越引起企业决策者们的关注。本文给出了顾客满意度及其影响因素的关系模型,通过对顾客群体以及满意度体系的分析,并结合实例给出了一个满意度的评测方法。     

工作流服务品质评价模型研究

最近，工作流管理系统已广泛用于各种商业过程。在商业运作过程中，买卖双方签订协议或合同，规定具体的服务品质项目，如交货期、最后交货日期、产品品质和服务费用。要想在当今的市场环境里经营取得成功，需要对承诺的服务进行很好的管理，以确保提供高品质的服务。当组织的产品或服务由工作流程创建或管理时，那么使用的工作流管理系统就必须根据合同或协议的规定，预测、监视、控制提供给顾客服务的品质。为达成这个目标，首先要建立一个评价工作流服务品质的模型，然后开发相应的方法计算工作流的服务品质。     

差异性利益诉求的满足：顾客需求视角下的高等教育质量

高等教育走向大众化和普及化不仅意味着高等教育本身不再是高等教育质量的代名词,而且使高等教育质量这一概念日益需要用高等教育服务质量这一新概念来替代,如何满足顾客的差异性利益诉求成为衡量高等教育服务质量的重要评判依据.因此,如何克服顾客需求多样性与高等教育服务有限性之间必然存在的紧张,如何防止和克服高等教育实践过程中可能遭遇的市场失灵、政府失灵和高校失灵,是全面提升高等教育服务质量必须直面的问题.实现合理分流,从源头上关注初级顾客利益需求的满足;积极提升高等教育服务过程质量,实现大学生多元多向发展;改善和重建精英的制造机制,满足社会对精英的多元需求,都是保证高等教育服务质量从入口到过程再到结果全面提升的可选路径.     

面向汽车4S店的零部件库存模型研究

零部件库存管理好坏制约了汽车4S店的服务水平和利润的提高。针对目前库存管理方式存在的问题,引入模糊综合评判法,确立了4S店零部件库存控制原则,建立了评价指标体系,设计了基于专家评分法的模糊综合评估模型,以实现零部件合理库存。最后通过实例分析,验证该模型的正确性。     

Intranet/Extranet/Internet-Based Quality Information Management System in Expanded Enterprises

Because of e-commerce and the global economy, industries are challenged by world markets and modern enterprise morphologies, such as agile supply chains, expanded companies and virtual enterprises. Enterprises are thinking more and more about the market, customers and suppliers. Product quality is judged by the global market and the customers in the world village, and not only by the domestic market and customers. Enterprise quality assurance systems not only cover internal functional departments in an enterprise, but are expanding to external parties, such as customers, partners and suppliers, so, an expanded enterprise’s core competencies or leadership capabilities in quality assurance have to be strengthened by the complementary capabilities of partners. The traditional quality assurance technologies have to be innovated. It is reasonable that "customer focus" and "mutually beneficialsupplier relationships" blend into the core concepts of a quality management philosophy. As tools used by enterprises to support quality management, quality information management systems (QIMS) have to capture quality information from both internal and external parties, and to facilitate the communication environment, in order to share quality information among enterprises, customers and suppliers. Because of this, it is impossible for a traditional quality information management system based on the Intranet to meet these needs. In this paper, a model of the expanded enterprise is extended. A concept model and a functional model of the quality information management system based on Internet/Extranet/Intranet (IEI-QIS) are proposed. The system is able to integrate quality information from the enterprise, product customers and suppliers, and serves as a powerful tool to benefit the quality management of modern enterprises. A browser/server-based and the three-layer system architecture of IEI-QIS are also investigated. ID="A1"Correspondance and offprint requests to: Tang Xiaoqing, School of Mechanical Engineering and Automation, Beijing University of Aeronautics and Astronautics, Beijing 100083, PR China. E-mail: tanghuan@public.fhnet.cn.net     

三层供应链联合调度算法研究

研究了由1个供应商、1个制造商和若干客户组成的三层供应链模型,提出将调度理论应用于供应链的优化管理.优化目标是通过供应商、制造商及运输的联合调度来提高客户服务水平,降低运输费用.通过分析得到了最优解中加工顺序和运输分批的性质,缩小了搜索范围,据此给出了一个动态规划求解方法,并对动态规划算法进行了复杂度分析,得出客户数为固定常数时,本模型的动态规划算法是多项式的时间算法.最后,通过两个示例分析了算法中参数对解的影响.     

An ant colony system approach for fuzzy traveling salesman problem with time windows

Traveling salesman problem with time windows (TSPTW) is a well-known problem in logistics management. It seeks to find a minimum cost tour among customers while all customers are visited at their time windows. To better reflect the real situations of logistics management, this paper concentrates on customers’ satisfaction aspect of TSPTW, extends the basic mathematical modeling of the problem to fuzzy traveling salesman problem with time windows (FTSPTW), and presents an ant colony system algorithm to solve the problem. One advantage of this new modeling is its flexibility which enables us to optimize the delivery process in the network of customers with different satisfaction patterns and different priorities. The other advantage is that by the use of fuzzy time windows, not only customers’ preference for tolerable interval of time for service but also desirable time for service can be considered. Numerical results for a well-known benchmark problem and a real case study both confirm that optimization of the customers’ satisfaction is completely different from traditionally minimizing the total traveling time as well as the proposed algorithm which considers that customers’ favorites is completely superior to the algorithm that only pays attention to minimizing total travel time. These results provide an opportunity for future comparisons of different solution methods for the FTSPTW.     

面向用户偏好的智能云服务平台研究

分析了云制造当前国内外研究现状,立足于云制造以用户为中心的核心思想,在云服务平台上,当用户需求不明确与面对云服务平台上海量服务云时,以用户对LED灯具的需求为例分析了面向产品全生命周期某个服务阶段和面向产品全生命周期服务链的个性化服务模式。提出了一种面向用户偏好的智能云服务平台体系架构,对实现面向用户偏好的个性化服务模式所涉及的关键技术进行了分析,为未来实现面向用户偏好的智能云服务平台提供了理论支撑。     

A quality function deployment methodology with signal and noise ratio for improvement of Wasserman’s weights

Quality function deployment (QFD) has attracted much attention in not only the quality management field but also other engineering fields. The original concept of QFD is focused only on the voice of customers, which means that the needs of customers should be satisfied from the design stage of products. However, some problems were found in using subjective and qualitative data when constructing a house of quality (HOQ). To solve the problems, Wasserman presented a methodology to consider correlation weights on the top matrix of HOQ, but the weights are subjective data and can not guarantee consistency and objectivity. The Wasserman’s weights are randomly determined under subjective conditions. This research applies Taguchi’s robust design method as another method for obtaining the HOQ top matrix weights. With the new weights, S/N-QFD is deployed, and the result of S/N-QFD is compared with W-QFD. As an application example, with a real process and quality data of a representative company product, the relationship and the correlation between the process characteristics and the quality characteristics are analyzed. Finally, this paper presents a new QFD processing methodology to determine the weights with more consistent and objective data.     

A quality function deployment methodology with signal and noise ratio for improvement of Wasserman’s weights

Quality function deployment (QFD) has attracted much attention in not only the quality management field but also other engineering fields. The original concept of QFD is focused only on the voice of customers, which means that the needs of customers should be satisfied from the design stage of products. However, some problems were found in using subjective and qualitative data when constructing a house of quality (HOQ). To solve the problems, Wasserman presented a methodology to consider correlation weights on the top matrix of HOQ, but the weights are subjective data and can not guarantee consistency and objectivity. The Wasserman’s weights are randomly determined under subjective conditions. This research applies Taguchi’s robust design method as another method for obtaining the HOQ top matrix weights. With the new weights, S/N-QFD is deployed, and the result of S/N-QFD is compared with W-QFD. As an application example, with a real process and quality data of a representative company product, the relationship and the correlation between the process characteristics and the quality characteristics are analyzed. Finally, this paper presents a new QFD processing methodology to determine the weights with more consistent and objective data.