Research On Service Quality Improvement Of BHM Company’s Auto A/S Parts Operation

In recent years,the car brand competition is heating up with domestic and foreign automobile enterprises continued investment in production capacity,the service quality is upgrade to a more important position on car brand competition.BHM is a professional service company for particular vehicle automobile enterprise,which provides parts and services to their national wide auto 4S shops.The parts operational capacity and service quality of BHM directly affects the company’s brand image and customer satisfaction.With the increase in vehicle configuration and style diversification,the quantity of parts kinds continue to rise(currently more than 50,000 kinds),a lot of problems generated in A/S parts operation process.For example,the dealers take advantage of EPC(Electronic Parts Catalog)can not be timely and accurate to order the parts they wanted,it will be generating customer complaints.Technical information is difficult,it leads to parts quality claims losses to the company;because of parts varieties,uncertain demand,the demand of single kindis small,it resulting in inventory stocking difficult and procurement supply difficulties,so that the dealer’s BO(back order)happened very often.These problems are common for major auto enterprises facing A/S parts operation.Around the service quality improvement of BHM parts operations,in terms of the accuracy of the technical information,it studies from the parts data sources,process maintenance,information dissemination and other aspects by the method of "Data Analysis",in order to improve the technical service quality of the dealer’s by providing the accuracy of the parts technical information;in terms of meeting the dealer’s orders,it studies from the purchase management,parts level divided,parts features,combined sales data and parts life-cycle characteristics,by the method of "literature survey ",in order to improve the order fulfillment rate and improve service quality;in parts quality claims handling,it studies from the establishment of the causes and mechanisms of mass claims processing and other aspects of the occurrence by the method of "case Descriptions Act",through proposing improvements to reduce customer complains claims,thereby enhancing the BHM company’s dealers and customer service quality.