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The 21st century , will certainly promote the automobile industry as a pillar industry of China 's WTO accession huge potential demand , automotive service industry will also be high-speed development, brand service gradually become the main force of the automotive repair industry , automobile manufacturers will gradually become new profit growth point . How to do service , each automobile manufacturers have attached great importance to the issue, and after-sales service also plays an extremely important role in the management to improve the brand automobile market share and share . FAW - Volkswagen Automotive Co., an important part of the automobile after-sales service management , this article summed up the real reason to FAW - Volkswagen sales service management to be successful , the scientific recommendations for the future development of the after-sales service management for China to develop independent automotive industrial, reasonable service management model to achieve sustainable development of independent auto industry and service industry , has important practical significance . In this paper, an important part of the management of the car service as the research object , and explore various aspects of the quality of the relationship and car service , designed to explore the deep-seated factors that affect the quality of automotive service and looking for ways to improve the quality of automotive service , thus promoting the automotive aftermarket raising the level of service management . In this paper, management science , marketing management , operations management theory and analysis methods , mainly around the FAW - Volkswagen Automotive Co. , Ltd. in the after-sales service management service organizations , management of brand dealers , dealer personnel management , maintenance, service management , quality secured claims , spare parts management several aspects . The main findings are: 1 , the use of the theory and analysis methods of management , marketing management , operations management , systems analysis a service organization , dealer personnel management , brand dealer management , management of maintenance services , warranty claims , spare parts management issues. 2 , for the analysis of the results , summary of FAW - Volkswagen after-sales service management features , and practical suggestions from reality , in order to promote the improvement of after-sales service management level .
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