QFD Application Of Automotive After-sales Service Quality Improvement

China’s automobile market has experienced years of rapid growth，which is back tostable．With the continuing rise in car ownership，the car after-sales service market hasbecome increasingly compelling．China’s automotive after-sales service market has been abig adjustment and development．The report predicts that the turnover of the market will beincreased to490billion in2012，the after-sales service is becoming the Chinese automarket’s second block of the "big cake" after the car sales market．The car after-salesservice is an important indicator of the owners of manufacturers to maintain relationshipsand enhance customer satisfaction．Showed an increasing trend as the automotive case ofcomplaint，the shift from sales to after-sales service，to create a service brand，lengthen theservice chain has become the key topics to think of the automotive industry．So the car after-sales service plays a vital role in the entire automotive industry，butour car after-sales service of our country is still in the early stages of development，whichhas many shortcomings and problems．In view of this question，this paper applies thequality function deployment (Quality Function Development，QFD) method is applied toautomobile after-sales service quality improvement to quality of service，combined withthe existing theory，through the analysis of automobile after-sales service present situation，customer demand information acquisition，establishment of automobile after-sales servicequality housing，automobile after-sales service quality improvement of QFD model，and toD company as an example．Based on the research，this paper for the D company after-sales service qualityimprovement suggestions，and aiming at the current problems in the after-sales servicemarket，summed up the automotive industry as a whole after-sales service market servicequality improvement suggestion．...