原引《中国汽车产业发展报告》建议,汽车产业在明确目标和战略的前提下,要提

高企业综合实力和创新能力,同时发挥政府和中介组织的协调作用,培育自己的国际品

牌。保修管理作为制造厂商的重点业务是培育中国自己国际品牌不可或缺的组成部分。

乘用车制造厂商保修管理是专注于建立和执行乘用车保修业务的专业领域。优秀的

保修管理,可以在不耗费公司过多资金的基础上增强客户对产品的信心并解决客户在保

修期内的问题。保修管理可能会对公司的最终收益产生巨大影响,如管理不当可能造成

企业损失大量资金。

本文采用了理论、实证研究和案例分析相结合的形式,主要通过查阅相关文献欧亿·体育（中国）有限公司

并对相关文献欧亿·体育（中国）有限公司进行归纳总结、对相关企业业务负责人进行访谈调查并从业务流程再

造的视角对观致汽车公司保修管理案例分析相结合的研究。

本文回答了文献综述阶段提出的问题,把乘用车制造厂商的保修管理作为研究对

象,把观致汽车保修管理作为案例,基于业务流程再造的理念,力求弥补以消费者为中

心的保修管理研究,包括业务流程设计、组织架构、业务系统支持等基本处于空白区域

的现状。通过对观致汽车保修管理研究发现,把保修业务流程、保修团队和保修管理系

统三者有机的结合在一起,能够有效提高保修管理的效率和经销商的满意度,从而最终

提高客户的满意度。

关键词:业务流程再造;保修管理;售后服务

第II页
华东理工大学硕士学位论文

Research on Passenger Car Manufactory Warranty Management from

Business Process Reengineering View- Taking Qoros Auto as Sample

Abstract

As stipulated in Annual Report on Automotive Industry in China, in the premise of clear

goals and strategies, China's auto industry is to improve the enterprise's comprehensive

strength and innovation ability, also plays a coordinating role of government and intermediary

organization to cultivate China own international brand. Warranty management is one of core

business for manufactures, which is inevitable portion for cultivating international brand.

Warranty management in passenger car manufactories is a professional area to focus on

establishment and execution passenger car warranty business. Excellent warranty

management can enhance customer's confidence on products and solve customer、problems

within warranty period without spending extra company costs. Warranty management may

have significant influence on company's final revenue as well. And improper warranty

management may cause mass capital loss.

The paper adopts methodology of theory research, empirical research and case study

mainly through document literature summary, business owners' interview in relevant

enterprises and case research on warranty management in Qoros Auto from business process

reengineering perspective.

The paper answers questions which were brought up at Literature Review chapter. In

terms of business process reengineering theory, rese^ch object is warranty management of

passenger car manufacturers and Qoros Auto as case study sample in order to fill up blank

area of consumer centric warranty management research includes business process design,

organization structure, and business system etc. Throughout Qoros Auto warranty

management research, it is discovered that three aspects of warranty business process,

warranty team and warranty management system linking up can efficiently improve warranty

management efficiency and dealer satisfaction and improve customer satisfaction eventually.

Keywords: business process reengineering; warranty management; after sales