(工商管理硕士)
沃尔沃工程机械代理商LA公司
售后服务管理研究
THE AFTER-SALES SERVICE MANAGEMENT RESEARCH OF LA CORPORATION－A AGENT OF VOLVO CONSTRUCTS
EQUIPMENT CO.,LTD.
王福春
理想l72008年9月
国内图书分类号：F279.23
国际图书分类号：339.138
工商管理硕士学位论文
迈巴赫价格>长安星光
沃尔沃工程机械代理商LA公司
售后服务管理研究
硕 士 研究生：王福春
导        师：钱国明副教授
申 请  学 位：工商管理硕士
所 在  单 位：黑龙江辽鞍机械公司
长安汽车cx20答 辩  日 期：2008年9月
授予学位单位：哈尔滨工业大学
Classified Index: F279.23
U.D.C.: 339.138
A Dissertation for the Degree of MBA
THE AFTER-SALES SERVICE MANAGEMENT RESEARCH OF LA CORPORATION—A AGENT OF VOLVO CONSTRUCTS EQUIPMENT CO.,LTD.
马自达8价格Fuchun
Candidate：    Wang
Supervisor：Vice Prof.Qian Guoming
Academic Degree Applied for:MBA
Affiliation：    Hei
Equipment
Liao
An
Long
Jiang
Co.,Ltd.
Date of Defense：  September,
2008
Degree- Offering- Institution:Harbin Institute of Technology
哈尔滨工业大学工商管理硕士学位论文
摘 要
建筑工程机械行业的发展总是与所处的宏观经济情况，特别是固定资产的投资情况密切相关。在经济飞速发展的中国，工程机械的保有量越来越大，工程机械售后服务的方式也有了很大变化。
在新的服务营销理论的指导下，工程机械制造商和代理商越来越重视售后服务，把售后服务作为一种竞争策略和利润增长点以及提高客户满意度的一种手段。
笔者以本文选取的样板公司——黑龙江LA机械有限公司的工作经历为基础，结合对该公司近几年服务管理的调研，站在企业外部中立的立场，对该企业的售后服务管理问题进行了研究和总结。
本文阐述了服务的基本概念作为研究的理论基础。以及工程机械售后服务管理的内容和方法及运行机
制。以沃尔沃建筑设备最大的代理商LA公司为例，客观地反映了售后服务管理包括运行机制，流程管理，质量管理，备件管理等方面的现状，对存在的问题多方面，多视角的进行了分析。得出了一般性的结论。结合LA公司的发展历史，管理情况，人力资源情况，资金情况，企业文化等方面，以市场营销管理理论、服务价值管理理论、服务管理理论、客户关系管理理论为指导提出了6个方面的服务管理改进措施。
关键词 工程机械代理商；LA公司；售后服务管理
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哈尔滨工业大学工商管理硕士学位论文
Abstract
The architectural engineering mechanical Industry's development always related with the macro-economic situation, specially, closely with fixed asset's investment situation. In economical rapidly development's China, engineering machinery's inventory is getting bigger and bigger, the engineering machinery after-sales service way also had the very sweeping change.
Under the new service marketing theory's instruction, the engineering machinery manufacturer and t
he business agent take the after-sales service more and more, meanwhile, takes the after-sales service as one kind of competition strategy and the profit point of growth, as well as enhances the customer degree of satisfaction one method.
The author dependence on employment experience which the author serves for the model company - - Heilongjiang LA machinery Limited company, unifies the investigation and study which the author conducted in serve management in recent years, stands in the enterprise exterior neutrality standpoint, has conducted the research and the summary to this enterprise's after-sales service management question
This article take the service basic concept elaborated by the author as research’s theory foundation, as well as engineering machinery after-sales service management content and method. The author takes LA Corporation which is Volvo constructs equipment corporation’s biggest business agent as example, reflects objectively present situations that the after-sales service management including the operational mechanism, the flow management, the quality control, parts management has, at the same time, analysis various existence question from the multi-angles of view , at last, drawn the general conclusion.兰博基尼reventon报价
Unifies the LA Corporation's historical development, managed the situation, the human resources situation, the funded position, enterprise culture, and take theory of Market Hard currency、theory of Service value Management、theory of  Service Management science、theory of Customer Relations Management as the instruction, the author proposed six aspect service management corrective measures.
Key words  engineering machinery commission agent; la corporation;
after-sales service management
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