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论文编号：	6284
作者编号：	2120122633
上传时间：	2014/6/6 22:23:40
中文题目：	奥迪4S店售后备件管理研究
英文题目：	Research on Audi 4S Stores Management
指导老师：	焦媛媛
中文关键字：	奥迪4S店；备件管理；库存；采购
英文关键字：	Audi 4S Stores；Spare Parts Management；Inventory；Purchasing
中文摘要：	继2008年用户保有量突破50万之后，占据中国高档轿车市场半壁江山的奥迪品牌，比以往任何时候都更吸引人们的眼球。作为最早实现国产化的高档轿车品牌，奥迪在提升整车质量的同时，从来都没有放松追求高水准服务品质的步伐，特别是近几年在售后服务方面更是频频打出重拳，如机场VIP服务、奥迪替换车服务、24小时救援服务、季节服务活动、透明车间管理系统等。这不仅扩大了奥迪“用户保有量最大、用户满意度最高、用户忠诚度最高”的强大品牌优势，更让广大奥迪用户充分享受到了高档、尊崇的用车体验。 作为奥迪售后服务的重要组成部分，售后备件既是奥迪售后服务的基本支撑，又是奥迪4S店重要的利润来源；根据发达国家经验，汽车售后服务市场占整个汽车市场利润的65%左右，2008年具调查显示，美国服务备件收入占整个汽车产业的12%，毛利润达46%；同时期我国汽车售后服务产业收入占整个汽车产业的6%,毛利润为36%，而这时我国新车销售的毛利润为5%。可以看出，我国售后服务备件市场还有很大潜力；同时，汽车售后服务备件利润已经有超过新车销售利润的趋势，成为汽车产业最重要的利润来源之一。加强奥迪4S店的售后备件管理水平，可以有效降低奥迪4S店的运营成本，提高利润；增加客户满意度，提升奥迪品牌形象和整体利润！但汽车备件的种类繁多，数量巨大，如何合理安排库存和采购计划，一直以来都是奥迪4S店不断探索的管理问题。 本文通过对奥迪4S店备件管理的现状分析，发现备件管理工作中存在备件管理流程、备件采购管理、备件库存控制、备件物流管理等方面的问题，先后通过借鉴售后备件、库存控制原理、采购原理等理论；采用五力模型、SWOT分析、文献综述、预测分析等多种研究方法，总结奥迪4S店的竞争环境和竞争优劣势，并结合实际情况提出备件管理库存分类优化、提高备件采购的预测水平、建立安全库存量模型、实行绩效考核等针对管理流程、采购管理、库存控制、物流管理方面的优化方案。此研究不但对奥迪4S店的管理工作具有重要意义，对一汽大众奥迪品牌也具有一定借鉴和指导作用。
英文摘要：	Following the 2008 holdings exceed 50 million users after the Chinese luxury car market accounted for half of the Audi brand, more than ever before to attract people's attention. As the first to realize the localization of high-end car brand, Audi in improving vehicle quality, has never been the pursuit of high standards of service quality to relax the pace, especially in recent years in the service aspect is frequently hit the punch, such as the airport VIP services, Audi replace car service, 24- hour rescue service, seasonal service activities, workshops and transparent management system. This not only expands the Audi "user to maintain the largest, highest customer satisfaction, customer loyalty highest" strong brand advantage, leaving the majority of users to fully enjoy the upscale Audi, respected car experience. As an important part of the Audi service, sale of spare parts to support both the basic service of Audi, Audi 4S shop is an important source of profit; based on the experience of developed countries, automotive aftermarket accounted for about 65% of the profits of the entire car market, 2008 a survey showed that U.S. service parts revenue accounted for 12% of the entire automotive industry, gross profit up 46%; while the income of China's automotive service industry accounted for 6% of the entire automotive industry, gross margin was 36%, but then our new car sales the gross margin is 5%. As can be seen, our after-sales spare parts market, there is great potential; meanwhile, automobile spare parts service has more than new car sales profit margin trend, becoming one of the most important source of profit for the automotive industry. Strengthening the management of spare parts aftermarket Audi 4S stores, can effectively reduce operating costs Audi 4S stores, improve profits; increase customer satisfaction, enhance the Audi brand image and overall profit! However, many kinds of automobile spare parts, a huge number, how to arrange inventory and procurement plans, the management has always been Audi 4S stores continue to explore. Based on the status of the Audi 4S stores spare parts management analysis, identify problems and spare parts management processes, procurement of spare parts management, inventory control of spare parts, spare parts logistics management and other aspects of the existence of spare parts management, and has passed the reference aftermarket parts, inventory control theory, purchasing principles theory; using five forces model, SWOT analysis, a variety of research methods literature review, analysis, forecasts, the competitive environment and competitive summarize the advantages and disadvantages Audi 4S stores, and proposed classification to optimize spare parts inventory management combined with the actual situation, improve the prediction of spare parts procurement level, to establish safety stock model, the implementation of performance appraisal programs for optimizing management processes, purchasing management, inventory control, logistics management. This study not only has important implications for the management of Audi 4S stores of FAW-Volkswagen Audi brand also has some reference and guidance.
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