汽車維修廠經營績效影響因素之研究-以F車商為例

The study about the influential factors for the business performance of motor after-sale shops in Taiwan

吳謙諒(Chien Liang Wu)

指導教授 ： 邱光輝

國立臺北大學/商學院/企業管理學系/碩士(2008年)

摘要

近年來台灣汽車市場銷售持續衰退，對汽車經銷商而言，如何提升維修廠經營績效，增加售服週邊利益以彌補新車銷售虧損，並創造未來車輛的換購機會，成為非常重要的研究課題。
為了進行績效方面的改善，必須先行了解哪些影響因素與維修廠經營績效顯著相關並探討其可能原因，以做為調整公司管理辦法及配置有限資源的客觀依據。
本研究以個案公司全國6大區域79家直營維修廠為研究對象，參考現有文獻及個案公司維修事業主管的工作經驗，選取與廠務管理及經營規模有關的變數，利用相關及複迴歸等分析方法，探討對維修廠員工生產力及每車平均營收等績效的影響，並提出管理上的相關建議。
主要研究結果發現如下：
1.與經營績效顯著相關的變數共有6項，其中技師長年資及員工平均年資與廠務管理有關；員工人數、修車位數、保固期內進廠台數及保固期外進廠台數則與經營規模有關。
2.對經營績效解釋力顯著的變數共有5項，包括技師長年資、員工平均年資、員工人數、保固期內進廠台數及保固期外進廠台數。
3.各區域的經營績效，以桃竹苗區及北縣區與中區有顯著差異。
本研究的結果，可提供個案公司設計合適衡量指標並納入維修廠績效評估辦法中，而所提出的管理問題、原因探討及對策建議，可供個案公司進一步進行研究及決策參考。

關鍵字

汽車維修廠 ； 績效評估 ； 關鍵成功因素 ； 平衡計分卡 ； 相關分析 ； 複迴歸分析

並列摘要

In recent years, the car sales volume of Taiwan auto market still decreased year by year. How to increase the business performance of the motor after-sale shops, raise profits to make up for the business loss, and create the car-sale opportunity in the future become a very important issue for the car dealers.
In order to improve the business performance, first we have to understand what factors have the statistical correlation significance with the performance of the after-sale shops. Second, we should know what possible reasons cause these results and then revise our managerial means and assign the valuable resources in the business.
These study targets are 79 after-sale shops of F car dealer in Taiwan. In order to choose the relevant variables in the statistical models, I refer to many documents about performance appraisal, key success factors, balanced scorecard and the job experience of the business managers. I use the correlation analysis and the multiple regression analysis to investigate what effects these relevant variables make on the performance about employee’s productivity and the maintained expense of cars. I hope to propose some suggestions that can improve the business performance.
My study results are as follows:
1.The total relevant variables that own the statistical correlation significance with the performance of the after-sale shops are 6 variables. Between these, the age of technician leader and the average age of employee have relationship with the business management. The amount of employee, the amount of maintained place, car volumes out of warranty, car volumes in warranty have relationship with the business scale.
2.The total relevant variables that are significant in the performance of the after-sale shops are 5 variables. These variables include the age of technician leader, the average age of employee, the amount of employee, car volume out of warranty and car volume in warranty.
3.The performance of Taoyuan-Hsinchu-Miaoli Region and Taipei County Region is significant difference in Taichung Region.
These study results can help F car dealer design measurement indexes to fit for management. My managerial questions, reasons and suggestions can help F car dealer make right decision and make things right in the future.

並列關鍵字

Motor After-Sale Shop ； Performance Appraisal ； Key Success Factors ； Balanced Scorecard ； Correlation Analysis ； Multiple Regression Analysis

參考文獻

林敏益 (2005)，「生活服務類連鎖體系關鍵成功因素之研究-以資源基礎理論為實證」，國立成功大學高階管理碩士在職專班未出版碩士論文。

台灣區車輛工業同業公會(2008)，台灣汽車產銷統計表，取自http://www.ttvma.org.tw/cht/industrial-survey.php，2008/1/8。

Brunnermeier, Smita B. and Levinson, Arik (1970), “Examining the Evidence on Environmental Regulations and Industry Location,” Journal of Environment & Development, Vol. 13, No. 1, pp. 6-42.

Drucker, Peter F. (1970), The Practice of Management, Oxford：Heinemann Professional.

Levinson (1970), “Examining the Evidence on Environmental Regulations and Industry Location,” Journal of Environment & Development, Vol. 13, No. 1, pp. 6-42.