I 摘要 当前我国汽车保有量巨大，汽车后市场的服务体量也逐步增加。汽车是我们 生活离不开的部分，城市的发展进程也离不开汽车的联接，各大中小型城市迫切 需要专业的、标准化的、快速便捷的汽车售后维护服务来维系，同时各城市渐渐 涌现出一批批汽车售后维护门店，各大电商平台也看好具有巨大的发展潜力的汽 车后市场，纷纷为汽车后市场投资布局。但如雨后春笋般的门店陆续出现，带来 了服务、专业水平参差不齐的现象。因此，汽车维修企业的革新变得十分迫切。 本文通过学习研究精益思想和流程再造与优化的理论知识，认识到精益思想是企 业改善其在运营过程中发生的不增值环节来对企业进行各流程的分析和优化的 理论。结合目前汽车和后市场门店的现状，发现问题，通过运用精益思想的理论 指导和流程再造的方法，以提升客户满意度为目标，增加营业收入和营业利润为 目的，对汽修企业或门店进行有针对性的流程改善，再造或优化服务流程和施工 流程，提升企业在欧亿·体育（中国）有限公司市场中的核心竞争力，使企业的质量、服务、成本和速度 等关键指标显著提升。 本文首先阐述了文章的研究背景和意义，说明了国内外对精益思想和流程再 造与优化的理论研究与应用，通过运用精益生产、精益思想的理论指导和流程再 造的方法对所研究的企业进行现状分析和改善方案的设计。文章以L汽修企业 为研究对象，通过对该企业的现状进行价值流分析，得出由于市场竞争越来越激 烈，产品需求多元化，客户个性化的需要加剧，企业人员流动大、施工现场混乱、 库存压力大等方面的原因，致使企业发展停滞不前，利润极度缩减，客户忠诚度 下降，施工流程耗时长等问题，使企业面临着前所未有的发展压力。通过结合企 业价值链分析企业现状情况，经过波特五力模型剖析欧亿·体育（中国）有限公司中决定竞争规模和程度 的五种影响因素，同时运用精益工具和流程再造的方法，重新规划企业核心项目 流程，对企业的价值流进行分析和再造优化，保留对企业有增值的环节，删除企 业运营过程中的造成浪费的环节。根据精益思想的相关理论，从拉动式生产、价 值流分析、现场管理优化、技术工艺革新等方面对企业改善进行精益服务方案的 设计和实施。最后介绍了企业研究的结论：完善精益服务，坚持持续改善；坚持 以消费者的满意度作为指导原则；汽修欧亿·体育（中国）有限公司上下游供应链整体的精益对欧亿·体育（中国）有限公司发展 摘要 II 乃至汽修企业的发展有着至关重要的作用。同时简述了通过初步精益流程再造的 方案实施后企业下一步的研究内容。 L汽修企业通过大力推进精益思想的服务模式，在实施过程中己经取得了一 些成绩,提高了服务和施工效率, 库存管理得到良性改善，服务中的各项流程优 化后逐渐培养出持续改善、追求尽善尽美的发展模式。通过本文的精益思想研究 分析，发现企业推行精益服务能够有效地消除服务过程中的浪费情况，提升公司 竞争力和市场占有率，同时还对其他汽修企业在实施精益服务流程具有一定的参 考性，汽车修理服务型企业在未来发展过程中,需要学习引进精益的管理经验， 不断的完善企业服务流程，运用精益思想来帮助企业节约成本、消除浪费。因而 具有一定的理论意义与实践参考价值。 关键词：汽车后市场；精益思想；流程再造与优化 Abstract III Abstract At present, the car ownership in the world is huge, and the service volume of the car aftermarket has also increased. Cars are an indispensable part of our lives, and the development of cities is also inseparable from the connection of cars. Large, small and medium-sized cities urgently need excellent, complete, fast and convenient car after-sales maintenance services to maintain, and cities are gradually A batch of auto after-sales maintenance stores have emerged. The major e-commerce platforms are also optimistic that the market has huge development potential, and have invested in the aftermarket. But after the rain, stores like bamboo shoots have sprung up, bringing uneven service and professionalism. Therefore, the reform and renewal of automobile maintenance enterprises has become very urgent. Lean thinking is to guide the company to analyze and optimize various processes of the company by improving the waste and non-value-added links that occur during the operation of the company. Through the use of lean production tools and process reengineering methods, companies are encouraged to carry out a thorough and targeted change that can enhance the core competitiveness of the company. By breaking the traditional pyramid organizational structure, aiming at the whole, breakthrough innovation , Optimize the operation process, so that the key performance indicators such as quality, cost, service and speed of the enterprise are significantly improved. This article first elaborates the research background and significance of the article, explains the theoretical research and application of lean production, lean thinking and process reengineering at home and abroad, and applies the theoretical guidance of lean production, lean thinking and process reengineering to the studied companies Carry out current situation analysis and improvement plan design. The article studies the development status of L auto repair companies, and analyzes the current status of the company through the value stream analysis. It is concluded that due to increasingly fierce market competition, diversified product demand, and intensified customer personalized needs, the flow of employees is large and the construction site is chaotic. , Inventory pressure and other reasons, leading to stagnant development of the enterprise, extremely reduced profits, reduced customer loyalty, and long construction process time-consuming issues, making the enterprise face unprecedented development pressure. Analyze the current situation of the enterprise through the combination of the enterprise value chain, Abstract IV analyze the five forces in the industry that determine the scale and degree of competition through the Porter Five Forces model, and use lean production tools and process reengineering methods to re-plan the core project process of the enterprise, and the impact of the enterprise The value stream is analyzed and reengineered and optimized, the links that add value to the enterprise are retained, and the links that cause waste in the business operation process are deleted. According to the relevant theories of lean thinking, the design and implementation of lean service plans for enterprise improvement are carried out from the aspects of pull production, value flow analysis, on-site management optimization, and technological process innovation. Finally, the conclusions of the company is research are introduced: perfecting lean services and insisting on continuous improvement; insisting on consumer satisfaction as the guiding principle; the overall lean of the upstream and downstream supply chain of the auto repair industry is crucial to the development of the industry and even the development of auto repair enterprises The role of. At the same time, it briefly describes the next step of the company's research content after the implementation of the preliminary lean process reengineering program. By vigorously promoting the service model of lean thinking, L auto repair enterprises have achieved some results in the implementation process, effectively improving service efficiency, and effectively controlling inventory costs. After the optimization of various processes in the service, they have gradually cultivated Continuous improvement and pursuit of perfect corporate culture. Lean service is a service mode for enterprises to enhance their own competitiveness, as well as a concept and culture. Through the research and demonstration of lean thinking in this article, it not only shows that the implementation of lean services can eliminate waste and enhance the company's competitiveness, but also has a certain reference for other auto repair companies in the implementation of lean services. The future development of auto repair service enterprises In the process, it is necessary to learn and introduce lean management experience, continuously improve the enterprise service process, and use lean thinking to help the enterprise save costs and eliminate waste. So it has certain theoretical significance and practical reference value. Key words: Automotive aftermarket; Lean thinking; Business Process Reengineering and Improve 目录 V 目 录 摘要 ............ I ABSTRACT . III 第一章 绪论.. 1 第一节 研究背景与意义 ........................... 1 一、研究背景 .............................. 1 二、研究意义 .............................. 2 第二节 研究目标与思路 ...................