Research On After-sales Technical Service Of Senior-passenger-car 4S

With the superposition of economic growth and various encouraging policy, the production and sales in the passenger car market in China maintain sustained high growth resent years, and the quantity keeps hitting the record level. With the expanding in sales which boosted the high-level retention the passenger car, the profit of both manufacture and sales corporations is going to be changed quietly. Obviously, most profit of these corporations in passenger car industry comes from the after-sales technical service of 4S (ATS). This service has to pay attention to the challenge of survival and development under the dramatic competitive environment. All of them make this thesis associated with the writer's working experience be written. This thesis mainly contains five sections consisting of four analyzing parts and one proposal part on the ATS.The first analyzing section is about the passenger car's circulation. The special requirement of this field of passenger car's circulation is confirmed which makes the ATS developed by analyzing the service's importance.The second section is analysis of customer resources. According to the Customer Relationship Management (CRM) theory, the Customer Value Model is established by statistics and analysis of the customer's consuming behaviors, which is used to redefine the customer, and confirm the targeting customer, and also to provide supporting on quantifying customer's certain step as well as their consuming and maintaining points. Finally, the nice-customer maintaining is accomplished.The third section is about the analysis of the production value of the ATS. The receive capacity and production value of two ATSs in different cities are analyzed. These two ATSs have the same background and service for the same one brand. This analysis could be used to confirm the ATS limit and look for the increase of production value as necessary.The last analyzing section is competitive environment. The competition is carried out between the ATS and manufacturer, and between the ATS and competitors. The SWOT method is used to evaluate the ATS.The final part is the writer's proposals on ATS development. Combining the writer's working experience with the four analyzing sections, proposals on the ATS is made and intern experience is summed up.