Studies On Volkswagen After-sale Service Management

In the 21st century, our country's huge potential will certainly be pushed forward by automobile industry as mainstay after joining WTO, and the automobile after-sale service industry will also develop at high speed. The brand after-sale service gradually becomes the main strength of automobile maintenance, and will also become new profit point of growth for the automobile manufacturer. Every automobile manufacturer has seriously regarded the post-sale service as the most important thing, and the after-sale service management will play important role in the brand auto market and the service percentage. Through studying its important link of FAW– VW after-sale service management, this paper summarizes the successful experience of its management, and put forward a reasonable proposal for after-sale service management.This paper takes the important link of after-sale service management as the research, explores its quality relations among various links and after-sale service, excavates its deepest factor, and looks for the way to improve its quality of automobile after-sale service so that we can promote the management level of after-sale service. This paper utilizes Management, Marketing Management, Operation Management, its interrelated theories and the analysis method, and the content mainly revolves in the after-sale service organization, the brand dealer management, the dealer management, the maintenance service management, the quality guarantee and compensation, the spare parts management for the FAW - VW after-sale service management. The main research results are as follow:1.By using Management, Marketing Management, Operation Management, its interrelated theories and the analysis method, its after-sale service organization, the dealer management, the brand dealer management, the dealer management, the maintenance service management, the quality guarantee and compensation, the spare parts management and so on have systematically been analyzed.2.In accordance with its analysis, the features of FAW - VW after-sale service management are summarized, and from its reality the feasible suggestion is put forward to promote the after-sale service management.