Research On The After-Sale Service Management System Of Dupont Automotive Paint

With the rapid growth of China's market economy, the service industry quickly developed. The consumer's living standards and consumption concept require the products functional quality, the pursuit of service process and service quality satisfaction. The original business purpose of"profit first"now changes into"customer first". To improve customer satisfaction and establish long-term strategic cooperative relations has become a core strategy. Therefore, when companies ensure product quality, they also need to establish excellent service team to improve the after-sales service.The vigorous developments of Chinese automobile industry not only bring opportunities to the painting industry, but also a tremendous challenge. As the painting industry competition intensifies, the domestic several major automobile painting manufacturers'product quality and product prices become more consistent, thus good or bad quality of service become the most advantageous weapons for dominating and consolidating the marketCompared with common consumptions'researches, few studies on the automobile paintings after-sales management at home and abroad and lack the theoretical systems. This thesis analyses the characteristics and process of automobile paintings after-sales, points out DuPont paintings company's current after-sales service phase problems, and proposes to build a competitive after-sales service systems'specific methods and strategies. In order to efficiently maintain the operation of automobile paintings after-sales service system, we put forward three kinds of safeguard measures, respectively from the building of internal marketing, service quality of the team-building and customer relationship-building for analysis. This thesis includes six chapters.The first chapter is the Introduction, its main content is the topic background and writing significance, and describes the purpose of writing. Compared with common consumptions'researches, few studies on the automobile paintings after-sales management at home and abroad and lack the theoretical systems. This thesis analyses the characteristics and process of automobile paintings after-sales points out DuPont paintings company's current after-sales service phase problems, and proposes to build a competitive after-sales service systems'specific methods and strategies. In order to efficiently maintain the operation of automobile paintings after-sales service system, we put forward three kinds of safeguard measures, respectively from the building of internal marketing, service quality of the team-building and customer relationship-building for analysis.Chapter two is the analysis of domestic automobile paintings market competition. Firstly, it reviews the development of the domestic automobile paintings. The domestic automobile painting has gone through three different stages, and the requirements for painting products'function and quality on each stage are not the same. Secondly, it analyzes the major domestic painting manufacturers'different kinds of products and the key customer market. Currently there are nearly 100 painting manufacturers at home, but most of the high-end automobile paintings markets are occupied by international brands manufacturers such as Kansai Painting, Nippon, DuPont, Tianjin PPG, and Shanghai BASF. Finally, it elaborates the DuPont paintings market segmentation, target market selection and product orientation. DuPont painting company's core technology is from Europe and the United States, and gets the product quality certification. If DuPont paintings want to join the Japanese automobile industry, they must get quality certification. Therefore Japanese car lines, such as Toyota, Honda, Nissan, Suzuki and other automobile plants have small market share. DuPont paintings customers in China bases on Europe and the United States-based car manufacturer , such as Shanghai Volkswagen, FAW Volkswagen, Shanghai GM, Chang'an Ford, JAC, Dongfeng Peugeot, Chevrolet.The third chapter is the analysis of DuPont Automobile paintings services' characteristics and problems. Firstly, it includes service definition, service intangibility, heterogeneity, synchronization of production and consumption, perishability. Secondly, base on actual work experience it summarizes DuPont Automobile paintings after-sales service's main features. Finally, it analyses DuPont paintings after-sales service's quality problems and reasons arising in the process, which make beddings for management system in the fourth chapter.Chapter four is the focus of this thesis, and introduces DuPont automobile paintings after-sales service management system construction. In order to solve the scene quality problems to improve customer satisfaction, and the author proposes to build three automobile paintings after-sales service management system. The first is the service quality management system. By Gronroos customer perceived service quality theory and the PZB quality gap model, in combination with DuPont paint company's actual situation, it proposes measures to offset and reduce the customer expectations and customer perceived service quality gap. The second is the service recovery system, which elaborates quality problems occur after the service and how to improve the mistakes fast and effective to reduce customer complaints. The third is the customer relationship management system.Chapter five is the DuPont automobile paintings after-sales service system's operational safeguards. In order to protect the normal operation of after-sales service management system .This chapter sets up three effective safeguards. The first measure is to have a good product quality as a guarantee. To produce high quality products must have good talents, so it is necessary to strengthen the enterprise's internal marketing strategies. Recruiting the outstanding technical talents from outside, provide high-paying jobs for them, especially wages, and enhance internal communication and coordination between departments. The second measure is to build first-class service team to ensure the smooth progress of products for the customers use.The qualities of painting products and service people have a close relationship. In order to construct the first-class after-sales service team, we should recruit employees who match job requirements, strengthen teamwork and communication, create a learning organization, and improve staff wages. Third, it establishes long-term partnership with the customer, and explains how to cultivate good customer relations for long-term strategic partner.Finally, it summarizes and concludes the automobile paintings service management system researches.The purpose of this study is to analyze the DuPont paintings after-sales service management problems, and extend defects and shortcomings which appear in the entire painting industry services management. By constructing three quality management systems can effectively solve the part of the problems, and provide some practical guidance for improving service work.