汽车4S店信息反馈管理业务流程分析与设计.pdf

摘要:中国的汽车4S店来自于西方，也是在国内独特的消费环境下、激烈的市场竞争下茁壮成长新力量。往往处于孩提时期的新鲜事物需要更多无微不至地呵护。而关注中国汽车4S店的历史、现状、发展对解决应对方案以及今后乐观的未来发展有重大作用。

通过对东风本田商品反馈管理系统和东风本田信息反馈管理系统的了解和分析，发现了现今汽车4S店普遍存在的一些问题，而在本文，主要从汽车4S店信息反馈管理系统存在的问题进行分析。本文主要研究内容如下：

一为以消费者为核心的服务体系，主要体现在对产品质量、服务态度等问题的反馈，主要是体现消费者的需求，和消费者对产品和服务是否满意。同时就4S店信息搜集人员未能得到最真实的资料和商家未能重视等问题进行分析。

二为汽车4S店发展的市场定位，主要为汽车4S店发展服务，分别对竞争对手、市场定位等方面进行分析，通过SWOT模型、波士顿矩阵、多因素组合矩阵等模型，对市场定位进行比较详细的分析，得到比较科学的结果。

通过对汽车信息反馈管理存在问题的分析，在文章最后对汽车4S店信息反馈管理的发展提出一些希望，希望汽车4S店信息反馈管理能够更加科学，从而带动汽车4S店的发展。

关键词：4S 店，信息反馈管理，SWOT 战略

Abstract:China's auto 4S shops from the West, is a unique environment for consumption in the country, the fierce market competition, new strength grow. Often in early childhood of new things in every possible way to care more. The attention to China's auto 4S shop history, status, development and future of the settlement response program optimism are crucial to the future development.

Dongfeng Honda feedback on product information management systems and Dongfeng Honda feedback management system understanding and analysis of today's car found widespread problems 4S shop, and in this paper, the main feedback from the car 4S shop management system to analyze the problems . This mainly includes the following:

One for the consumer as the core of service system, mainly reflected in product quality, service attitude and other issues of feedback, mainly reflect the needs of consumers, and consumer satisfaction on products and services. At the same time gathering information on the 4S shop staff has not been the most real information and not pay much attention to business analysis.

Second, the development of the automotive market position 4S stores, mainly cars 4S store development services, respectively, competitors, market position and other aspects of analysis, through the SWOT model, BCG matrix, such as multi-factor portfolio matrix model, market positioning for a more detailed The analysis, more scientific results.

Feedback on the car through the management of existing problems, the last of the cars in the article 4S store management development feedback some hope, hope that the car 4S store management to become more scientific feedback, thereby stimulating the development of auto 4S shop.

Keyword: 4S stores ,feedback management , SWOT strategy