Study On Building Service Network Of Automobile & Its Components

With China's auto industry rapid growth, motor vehicles and its components market competition is becoming increasingly fierce. Aftermarket service network support appears more and more important; the proportion of after-sale market profits in the value chain of the whole vehicle is gradually increasing; after-sales service has become an important enterprise revenue and profit source. The overall business performance of aftermarket service network has already become automobile and its components enterprises key factor of competition. The excellence aftermarket service network improves business increasing of motor vehicles and its components company.Today in the fierce market competition, domestic automobile industry gradually changes from the "manufacture first" to the "service first". Automobile and its components enterprises designs the service network and plans after-sales service network with the strategic scope of the whole motor vehicle value chain, as well as the advanced information technology means, fleet customer management, perfect after-sales service network operation management and service performance management.Cummins is a multinational engine corporate, the engine is a quite key parts of the vehicle heart. Through analysis of Cummins related aftermarket service network building instance and with personal ten-year working experience in Cummins, the article deeply introduces the process of service network building, and the whole system of Cummins China service network. With perfect aftermarket service network support, Cummins China business greatly went up from $20 million of 1985 year annual sales to $3 billion of 2010 year annual sales. With excellence aftermarket service network, Cummins China business rapid expanding in China is a good success instance.Thus based on the value chain theory, customer relationship management theory, performance evaluation theory and information management theory, with analysis of Cummins China vehicle engine after-sale service network example, the article concludes the key factors of constructing perfect vehicle and its components aftermarket service network and gives some suggestions for building an effective automobile and its components service network.