摘 要

从全球来看，汽车服务业已成为第三产业中最富活力的生力军之一，直接促使汽车服务朝着个性化、知识化、系统化、费用低廉化方向发展，优质的售后服务成为汽车企业差异化经营的低成本手段。据相关统计资料显示，在一个完全成熟的国际化的汽车市场中，汽车的销售利润约占整个汽车业的20%，零部件供应利润约占20%，而50%～60%的利润是在服务领域中产生的。据通用和福特汽车信贷公司的资料，仅汽车服务带来的赢利就占这两大集团全部利润的36%。从上面的数据可以看出，汽车售后服务对汽车工业来说起着非常重要的作用，而在我国汽车售后服务还有巨大的潜力和利润空间。

我国的汽车售后服务水平与国外相比还处于初级阶段，从法律法规、经济模式到服务理念以及品牌创造都存在巨大差异。面对国外企业的强烈竞争，我国必须不断改进和完善，建立起一套健康、可持续发展的服务体系，本论文将从汽车生产商的角度出发，从存在问题较多、可改进空间较大的四个方面入手，对我国汽车售后服务进行优化设计，即完善我国汽车售后服务网络、优化客户关系进行管理、完善汽车配件供应市场以及提高售后服务人员的素质，从而使我国的汽车售后服务业快速跟上和推动汽车工业的发展。

关键词：汽车售后服务 发展现状 产业链 优化设计

Abstract

Looking from the whole world, automobile service industry has become in the tertiary industry one of richest vigor new forces, urges the servicing of car toward the personalization, the knowledge-based, the systematization, the expense inexpensive direction to develop directly, high quality post-sale service into automobile enterprise variation management low cost method. According to the related statistical data demonstrated that in a completely mature internationalization's auto market, automobile's selling profits approximately composes the entire automobile industry 20%, the spare part supply profit approximately composes 20%, but 50%~60% profits are produce in the service domain. According to general and Ford automobile credit company's material, only the servicing of car brings the profit occupies these two big group complete profit 36%. May see from the above data, the automobile post-sale service is mentioning the very vital role to the automobile industry, but also has the huge potential and the profit space in our country automobile post-sale service.

Our country's automobile post-sale service horizontal and overseas compares is also at the initial stage, from the laws and regulations, has the huge difference the economic type to the service idea as well as the brand creation. Facing like the overseas enterprise's intense competition, our country must improve unceasingly and consummate, establishes set of healths, the sustainable development services structure, the present paper from automobile producer's angle embarking, are many from the existence question, may improve the spatial big four aspects to obtain, carries on the optimization design to our country automobile post-sale service, namely consummates our country automobile post-sale service network, the optimized customer relations to carry on the management, the consummation auto part to supply the market as well as to improve the post-sale service personnel's quality, thus causes our country's automobile post-sale service industry to follow fast with the impetus automobile industry development.

Keyword:Auto Aftersales,Current Development,Industrial Chain, Optimal Design