A Lean Service Solution For The Bow Yue 4S Dealership

Lean service is the application of lean thinking and lean improvement methods in the business service environment.It delivers accurate pricing and accurate service to customers in precise time,accurate location and accurate trial.Lean service has been widely used in retail,aviation,medical management and so on.However,the application of lean service in automobile after-sales service is relatively lagging behind.There are few successful cases in china in this regard.In recent years,the development of automobile sales in our country has slowed down,and more and more people have paid more attention to the after-sale market.In the mean time,the competition of after-sales market has entered a hot state,the 4S stores want to continue to survive and develop,we must take the customer demand as the guide,clean up all kinds of waste,improve service efficiency and service awareness,lean service is the effective way to achieve these goals in 4S stores.Founded in 2007,as the authorized dealer of BMW,Chengdu Bow Yue company is the best hardware facilities in the western region of China whether in new car sales or in customer service.But Bow Yue is facing a huge crisis of service: customers queuing for a long time,the vehicle can not be delivered on time,a one-time repair rate is low,the problem of employee service consciousness etc.,which seriously restrict the development of Bow Yue.The purpose of this paper is to summarize and refine the ideas and methods of applying lean services and to solve customer service problems,hope for improving after-service efficiency and service consciousness to a better guiding significance.This paper also hopes to provide reference and reference for other 4S store dealers and service industries to implement lean services.Firstly,through the existing service status of Bow Yue and found that low service efficiency is the primary problem to be solved.Secondly,To look for the way of solution,we went to the scene of consumers and suppliers on site,observed consumer behavior and service provider implementation path,drew out the flow chart of the consumption and supply respectively.The survey report demonstrates that there are lots of waste in the process of providing services for the customers and providers.Thirdly,the combination of consumption and supply flow charts reveals that the complicated and broken process resulting in service inefficiency of service.Based on bettering dig up the demand of customer and improving the processing,through the establishment of a prospective customer management system,self-organization,dynamic process management system and carrying out of the relevant safeguard measures,Bow Yue analyzes and summarizes those results that hope get the ultimate improvement and become lean dealers eventually.