A Research On The Management Of After-sale Service System Of W Company’s The Overseas Maintenance And Service Center

With the development and progress of China’s economy, the majority of consumers are changing their attitudes towards consumption. Service quality plays an increasingly important part in their selection guide, apart from the demand for and emphasis on tangible products in the process of selecting, because consumers make a request for superior-quality products and also hope to enjoy an all-round and high-quality service. As the domestic enterprises devote much attention to and make researches into after-sale service, China gradually steps into the era of service economy, following the footsteps of some developed countries.The auto industry, as an important pillar industry in China, has witnessed a rapid development over the past decade. Owing to heavy investment in infrastructure from government and the launch of the national4trillion investment plan at the end of2008, the heavy truck market and engineering machinery market in the auto industry are developing rapidly. As a result, heavy truck production and sales exceeded one million in2010, reaching the top in history.W company which is major suppliers of heavy truck and engineering machinery engine has sustained growth of production and sales in the past ten years. Annual production and sales have both exceeded600,000in2010, moreover, the number of inventories in market retains increasing year by year. Facing the growth of after-sale service volume and the increasing pressure of market competition, W company put forward new requirements and intended to implement a series of new service management policies to improve the quality and timeliness of after-sale service in the later part of2011.As the most fundamental and important sector of W company, the overseas maintenance and services center is the direct manager of special repair stations, accessories and the central oils storage to undertake training, guidance, management and assessment of special repair stations, and ensures accomplishment of after-sale service through the management of service station and central storage in its jurisdiction. Therefore, the overseas maintenance and services center plays a decisive role in the sale system of W company.Starting on the overseas maintenance and services center, the thesis analyzes the processes of the examination and approval of new special repair station, the management of dispatching workers, the management of guarantees, the management of guarantee slips and the management of expense in its jurisdiction, and researches on the supply guarantee system of accessories and oils related to the service. The thesis proposes to set up the repair process in the station, re-design the process of dispatching workers and to make the management process of guarantee, expense and central storage in details and standard. In the process of designing and refining for management of the special repair station, accessories and oils central storage, the thesis looks enhancing the timeliness and quality after-sale as the highest principles, emphasizes the conciseness and efficiency of system to insure the optimized system to work well.In addition, in the research on the system of the overseas maintenance and service center after-sale, the thesis pays much attention to the perfection and refining of the system. This thesis refines the evaluation system to the service station, adds evaluation items to the timeliness, customers’ satisfaction and management of oils in the service station and sets up new evaluation standard to the accessories and oils central storage through the research on the original evaluation standard.Planning to standardize and refine the management process and management and evaluation standards of the special repair station and central storage in the overseas maintenance and service center, the thesis perfects the management and evaluation system in its jurisdiction and improve the service scale and quality after-sale. On the premise of guaranteeing the timeliness and quality of service, it is hoped that customer’s satisfaction and loyalty are increased to achieve the goal of promoting sales by service.