Research On After-sales Maintenance Service Process Optimization For HY Toyota Auto 4S Shop In Changchun

In recent years, China’s car ownership in the rising, followed by driving the car maintenance and repair market, more and more intense competition in the automotive market, in the automotive process, performance, marketing, service quality is constantly improving, the car after-sales service Play an increasingly important role in the brand image of the car has an important impact, but also affect the overall profit of the car 4S shop. 4S shop as a brand car "sales, spare parts, after-sales service, information feedback," the main business, reflected in the customer is intuitive, specific brand image. At present, the function of the 4S shop is the most important of the car after-sales and maintenance, so the car after-sales service quality of service is an important factor affecting the brand image is one of the key to brand survival. Changchun HY Toyota 4S shop adhering to the purpose of customer service, and constantly on the maintenance process to adjust after-sales service, in recent years, customer satisfaction continues to increase, but in the process of customer service there are still many shortcomings. The purpose of this study is to optimize the maintenance service process, to better serve customers, establish a perfect brand image, enhance the competitiveness of the brand market, protect the survival of enterprises and promote the development of enterprises.This paper analyzes the after-sales service process of Changchun HY 4S shop and finds out the insufficiency in the process of service process. It uses the theory of service process of 4S shop to carry out strategic research on 4S shop service, discuss 4S shop service process optimization, Explore the 4S shop service management innovation. Summarize the advantages and disadvantages of Changchun HY Toyota 4S shop in after-sales service, and improve it according to the market environment, so as to improve the quality of its after-sales service, keep the old customers and develop new customers, so as to increase its market competitiveness. Service efficiency, for the survival and development of enterprises laid a solid foundation.The research method used in this paper is field investigation and research, through the analysis of a large number of data related to it, the actual observation of Changchun HY Toyota 4S shop after-sales service process, while borrowing SDCA cycle management method to HY Toyota 4s shop After-sales maintenance service process is optimized, the following solutions to the problem: improve the customer information management system, so that the appointment method is simple and effective; make the fault diagnosis link and make a clever combination of reservations, making the appointment in the car to make a fault diagnosis, and put forward the corresponding program to optimize the process; in the maintenance, based on the industry’s outstanding standards, the merger of the relevant procedures, so as to achieve better service results; do a good job of customer visit work, so that the return visit to understand the quality of service this business, which continue to make improvements.At the same time, enterprises to implement a number of related measures to ensure that the service process optimization methods can be better implemented in the enterprise.