DMAIC模型在汽车4S站售后服务管理中的应用

汽车售后服务的市场竞争不再靠名牌汽车的品牌效应，更需要依靠的是优质的售后服务作为保障。根据管理学理论中的DMAIC模型，从汽车4S站前台服务水平的提高、车间维修技术能力的提升以及售后服务组织架构的完善等方面，探讨了在汽车4S站售后服务管理过程中如何根据CSI五大关键因子的要求，来提高汽车4S站的售后服务质量以及顾客对4S站的满意度和忠诚度，进而实现4S站企业与顾客的双赢。

DMAIC model in the auto 4S stations after-sales service management

Auto after-sale service in the market competition is no longer rely on expensive cars of the brand ,but also need to rely on the quality of service as a safeguard. According to the management theory in the DMAIC model, from front-desk of 4S stations raising of the technological capabilities level to enhance plant maintenance and after-sales service organization structure sound, etc., discuss the requirements of how to use CSI five key factors in the auto 4S shop after-service management to increase the after-sales service quality and the customers＇s right of satisfaction and loyalty, further improve 4S stations business and customers to achieve a win-win.