毕业设计（论文）《奥迪轿车售后服务体系研究》.doc

PAGE III 本科毕业设计（论文）说明书 奥迪轿车售后服务体系研究 学 院 汽车工程学院 专业班级 学生姓名 学生学号 指导教师 提交日期 I 摘 要 本文详细介绍了奥迪汽车售后服务的理念、售后服务流程，并结合奥迪汽车的发展历程来挖掘其售后服务的优越性，同时反思现今国内自主品牌汽车的售后服务水平，通过对比来提出合理的建议。 文中以三个章节对奥迪汽车售后服务做详细的描述，包括奥迪汽车的发展历史，奥迪汽车售后服务的理念、服务理念的实际表达、以及全球统一的服务流程，最后引出国内自主品牌汽车售后服务的现状，提出改进的合理建议。 虽然国内自主汽车品牌已经发展了几十年，但与汽车配套的售后服务却一直跟不上国际的水平，本文正是通过挖掘“奥迪”这个百年汽车品牌的售后服务中的可借鉴点，来提升我们自主品牌的售后服务水平，让我们的品牌也能可持续地发展，一步步壮大，做成国际知名品牌。 本文主要通过借鉴文献资料并结合自己在奥迪4S店的实际工作经验进行论述，同时该公司内部的共享资料也为这篇论文提供了真实可靠的依据，使这篇论文更具有实用意义。另外，通过分析网上知名网站的数据，能够更加直观的反映奥迪汽车目前的售后服务水平，以及国内自主品牌汽车目前的售后服务水平。 关键词：售后服务；奥迪汽车；卓悦 II III 第一章 绪论 PAGE PAGE 1 Abstract This paper introduces in detail the Audi car after sale service ideas, Audi after sale service process, superiority and combined with the development of Audi to mining the after sale service, at the same time, the current domestic independent brand automobile after sale service level, through the contrast to put forward reasonable suggestions. The three chapter to Audi customer service is described in detail, including the development of history Audi, Audi customer service concept, idea, and the actual expression of global service process, and finally leads to the domestic situation, suggestions. Although the domestic auto brands have been developing for decades, but with the automobile after sale service has not keep up with international level, this article is by mining Audi this hundred years car brand after sale service of reference point, to enhance our own brand of customer service level of service, so that our brand can sustainable development, step by step, strengthen, make international brand. This paper mainly by using literature and combining with himself in the Audi 4S shop experience to describe, and share information inside the company for this paper provides basis in fact, this article has more practical significance. In addition, through the analysis of the online website data, more intuitive to reflect Audi current customer service l