面對汽車經銷服務業在市場激烈的競爭壓力,以及愈來愈不明確的客戶需求與變動環境,若不能有效的提出改善方案,以提昇服務效率與正確的決策與控制,以縮短服務流程,相信在業界是很難有較好的競爭優勢的。所以重新檢討其作業流程,改造不合理的作業方式,就成為當前重點目標。所以為了提升對客戶的服務效率,其所須的資訊與決策必須隨著客戶需求而變化,因此須有一套方法和工具將企業的服務流程完整表達出來,才能充分與使每位使用者了解公司內部流程全貌,不僅可以改善不良流程,相對的也可提供業者去做服務開發,有助於服務品質的提升。 研究對象以裕隆日產汽車經銷公司「裕民汽車」顧客售後服務流程如何做好維修機制中的預約流程的維修服務流程讓客戶感受服務品質。本研究將嘗試以顧客滿意度為導向的預約流程為著眼,分析預約流程對於顧客而言是否提升顧客滿意度。本研究則利用IDEF0與IDEF3的流程工具分析預約流程,分析有無預約機制下的流程變化,並且探討之間的績效差異。分析顧客回廠率與滿意度,可作為業者實際推行預約機制與再造時之標竿案例。
Faced with dramatic market competition, ambiguous customers’ demand and changing environment, the automobile dealership industry would lose its competitive advantage without effective improvement alternatives to upgrade service efficiency, decision making, control, and service process. This study employed Empower Motor Co. Ltd, the general dealership of YULON-NISSAN Motor Co., Ltd., as a case to investigate the after-sale service process of automobile dealership industry. The purpose is to study how a well-performed reservation process satisfies customers’ perceived service quality. From the vieupoint of customer satisfaction, this study analyzes whether a well-performed reservation process can increase encourages customer satisfaction ornot? This study applies process tools, IDEF0 and IDEF3, to analysis reservation process. The process variation and performance difference between with and without reservation were explored. Finally, the analysis of retain rate and satisfaction of customer could be the benchmark of reservation mechanism of incumbents.