汽车维修服务质量管理体系的研究

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本科毕业设计(论文)汽车维修服务质量管理体系的研究学院专业年级班别学号学生姓名指导教师2015年6月I摘要近年来,我国汽车工业迅速发展,汽车保有量也大幅增加,达到了1.54亿辆。我国庞大的汽车保有量和快速的汽车销售增长,为汽车服务业的发展提供了巨大的成长空间。本文首先对汽车维修服务的国内外现状进行分析。通过分析比较,了解我国汽车维修服务的真实状况,并探讨我国汽车维修服务质量管理体系的改进方案。接着论文从三个方面进行深入研究和分析,研究的主要内容如下:1.汽车维修服务质量评价体系研究(1)服务质量评价研究:分析研究服务质量最主流的方法。确定以SERVQUAL量表法来研究汽车售后服务质量评价体系。(2)汽车售后服务质量评价方法:以SERVQUAL五维度理论为基础,结合前人的研究成果和专家访谈建议以及对品牌汽车4S店售后服务蓝图分析,提出更为适合汽车维修企业的汽车维修服务质量评价体系,该体系包括六维度模型和二十七个测评指标。2.汽车售后服务维修站运作流程的研究选择典型维修企业,分析研究该企业的“七步法”操作流程,重点研究车辆维修过程中施工单管理,作业流程监督管理等内容。并结合汽车售后服务质量评价体系,通过问卷调查的形式对该企业的实际经营状况进行测评,找出该企业管理体系中存在的问题。3.汽车维修服务质量管理体系改进方案分析研究所选维修企业所存在的实际管理问题,并对问题提出解决方案,从而改进其维修服务质量管理体系。最后通过进厂维修台数和维修工时营业额的变化对改进结果进行验证。以上研究为汽车售后服务管理体系的不断完善提供了依据,为汽车售后服务企业改善维修作业流程、提高经营管理水平、建立维修服务质量管理体系等方面提供参考。通过在丰田经销店实施改善,证明本论文的研究成果具有较高的应用价值。关键词:汽车维修服务;评价体系;管理体系;维修作业流程;服务质量;作业进度管理IIABSTRACTInrecentyears,withtherapiddevelopmentoftheautoindustryinourcountry,unitsinoperation(UIO)oftheautomobileincreasesbyawidemargintoo,uptomorethan154million.Ourcountry’shugeautomobileUIOandfastautomobilesalegrowing,haveofferedenormousgrowthspacefordevelopmentofautomobileservicetrade.Firstly,Itisanalyzedthedomesticandinternationalpresentconditionofautomobileafter-salesservice,anddiscussesourcountryautomobilemaintenanceservicequalitymanagementsystemimprovementprogram.Then,itisanalyzedandresearchedthoroughlyinthreeaspects.Themaincontentsofresearcharedescribedasfollows:1.Automobilemaintenanceservicequalityevaluationsystemresearch.(1)Servicequalityevaluationresearch:Themostpopularmethodofresearchingonservicequality,usingtheSERVQUALscalemethodtostudytheautomotiveafter-salesservicequalityevaluationsystem.(2)Autoafter-salesservicequalityevaluationmethod:BasedonthetheoryoffivedimensionsofSERVQUAL,Combiningpreviousresearchresultsandexpertinterviewadviceandanalysisonbrandautomobile4sinnafter-salesserviceblueprint,putforwardamoresuitableforautomobilemaintenanceenterprisesofvehiclemaintenanceandrepairservicequalityevaluationsystem,thesystemincludessixdimensionalmodeland27evaluationindicators.2.Studyoftheautoafter-salesservicerepairstationoperationprocessChoosetypicalmaintenanceenterprises,analyzesthe“sevensteps”oftheenterpriseoperationprocess,keyresearchvehiclemaintenanceintheprocessofconstructionmanagement,processsupervisionandmanagement,etc.Combinedwiththeautomobileafter-saleservicequalityevaluationsystem,throughthequestionnairesurveyintheformoftherealoperatingconditionsoftheenterpriseisevaluated,findouttheproblemsexistingintheenterprisemanagementsystem.3.AutomaintenanceservicequalitymanagementsystemimprovementprogramAnalysisofselectedstudiespracticalmanagementproblemsofthemaintenanceIIIenterprises,andputforwardsolutionstoproblems,therebyimprovingtheservicequalitymanagementsystem.Finally,intothefactorymaintenancestationsandmaintenancetimechangetheresultoftheimprovementofthebusinessturnoverforvalidation.Throughtheaboveresearch,It’sprovidedthebeneficialbasistothecontinuouslyimprovementforautoaftersalesservicemanagementsystem,andprovidedreferenceforautoaftersalesservicecorporationinimprovementofmaintenanceoperationflow,enhancemanagementability.BypracticinginToyotadealersandanalyzingtheexamples,it’sprovedtheresearchresultsorachievementshaveveryimportantapplicationvalue.Keyphrase:Automobileaftersalesservice;Evaluationsystem;ManagementSystem;Maintenanceoperationflow;Servicequality;OperationschedulemanagementIV目录1绪论.....................................................................................................................................11.1研究背景......................................................................................................................11.2研究内容和意义..........................................................................................................21.2.1研究内容...............................................................................................................21.2.2研究意义...............................................................................................................31.3相关概念综述..............................................................................................................31.3.1服务质量的定义...................................................................................................31.3.2汽车维修服务.......................................................................................................41.3.3质量管理体系与汽车维修服务质量管理体系...................................................42汽车维修服务质量评价体系研究.....................................................................................62.1服务质量评价研究......................................................................................................62.2服务质量评价模型......................................................................................................62.2.1感知服务质量模型...............................................................................................62.2.2服务质量差距模型...............................................................................................72.3服务质量评价方法................................................................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