汽車售後服務業預約制度與流程改善對服務滿意度之探討

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Title:	汽車售後服務業預約制度與流程改善對服務滿意度之探討 The Study on the After Service Reservation System and Process Improvement of Satisfaction in Automotive Industry
Authors:	簡進榮 Chien, Chin-Jung
Contributors:	國際企業管理學系碩士在職專班
Keywords:	汽車售後服務業預約制度流程改善滿意度 Automotive Industry Reservation System Process Improvement Satisfaction
Date:	2014-06
Issue Date:	2014-09-30 17:53:33 (UTC+8)
Abstract:	汽車產業對於經濟發展有深遠的影響，各汽車商經營結構與重心隨著市場的變化，逐步調整到售後服務市場，本研究的目的為從結合預約制度與流程改善的觀點出發，透過文獻研究探索以及對個案深入訪談的分析彙整結果。本研究發現，可以發現汽車售後服務業推動預約制度與流程改善之動機來自於：內部改善的需求、外在環境的變動與成長的壓力。對於預約制度所能提供流程改善在服務供給和消費者需求之間的配合，在訪談個案資料彙整歸納中預約制度與流程改善，對於縮短工時與一次完修對顧客滿意度有正向關聯，服務體系之流程改善是以顧客為需求為核心，採取PDCA（Plan-Do-Check-Action的簡稱）管理手段，以整合的流程與團隊合作連結的運作方式來推動流程改善，以資訊科技做為流程改善的工具及定期進行顧客滿意度調查，最終目標就是追求品質、速度、以及更佳的顧客滿意。 Automobile industry has a profound impact on economic development, car dealer business structure and focus as the market changes, gradually adjusted to the automotive service industry, the purpose of this study was to combine reservation system from the point of view and process improvement, through literature study and explore in-depth interviews and analysis of the case compiled results. The study found that you can find the motivation to promote the automotive service industry reservation system and process improvement derived from: internal improvement needs, changes in the external environment and growing pressure. For the reservation system can provide process improvement with case interview service between supply and demand of consumers to collect and categorize, the reserva-tion system and process improvements, reduced working hours for a complete repair and customer satisfaction has a positive association, the process of improving the service system is based on customer demand as the core, take PDCA（Plan-Do-Check-Action）management tools, in the process of integration mode of operation and teamwork to drive process improvement linked, information technology as a tool for process improvement and regular customer satisfaction surveys, the ultimate goal is the pursuit of quality, speed, and better customer satisfaction.
Appears in Collections:	[Department of Business Administration & Graduate Institute of International Business Administration ] Thesis

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