Research On Service Quality Management Of Auto After-Sale Based On Six Sigma

With the increasing competition of the automotive industry and reducing ofvehicle sales profit, after-sales service is becoming the most significant weapon toachieve sustainable development of the automotive industry. It’s the urgent problemof the auto companies to improve the quality of after-sales service and win thecompetitive advantage. Having created the myth in the manufacturing sector, SixSigma management has been gradually applied in the service sector. However, it isseldom applied in the service industry and it is obviously lack of researchachievements. Based on the integrated features of the auto after-sale service industryand this method, this paper is designed for the implementation of Six Sigmamanagement model, with a view to provide the theoretical basis and practical path forChina’s auto after-sale service industry to successfully apply this management methodin order to gain the competitiveness. This method may also provide a wide range ofreference for other types of service businesses.Firstly, the paper gives a brief description of research background and currentresearch and application situations for Six Sigma, and also the significance of thisresearch is presented. Secondly, according to the theory of quality management andSix Sigma management researches, combined with the characteristics and currentsituation of auto after-sale service, a six sigma implementation model for autoafter-sale service industry is built up. The model includes: identifying core serviceprocesses, defining the customer critical needs, measuring the current performance,analyzing service processes, designing and implementing the solution, promoting theeffectiveness of implementation, and supporting systems which includes high-level’sattention and participation, six sigma team, education and training, link to customerand focus on service process. Finally, on the basis of the empirical studies, this paperselects a auto after-sale service center in Changsha, as the sample to testify the model.The research result has been proved successfully.