发动机售后索赔数据分析和应用

Analysis and Application of Engine Warranty Data

汽车企业欲在市场上保持强劲的竞争力,不仅要优化产品质量、价格、服务态度等指标,而且要提高客户满意度。当产品出售给客户之后,客户调查数据和售后索赔数据是客户反映的质量表现。相对于客户调查的"软质量"数据,售后索赔数据是影响客户对产品质量认知的"硬质量"数据,是量化的数据,通过分析售后索赔数据可及时发现售后质量问题,为相关部门质量解决问题提供数据基础,并且通过跟踪数据趋势图检验问题解决有效性。因此售后索赔数据分析对售后问题解决、质量提升意义重大。

In order to maintain strong competitiveness,automobile enterprises should not only optimize service attitude,product quality,price,but also should improve customer satisfaction. After the products sold to customers,we can get the quality performance reflected by customers through after-sales warranty data and customer survey data. The after-sales warranty data is the hard quality data that affects the customer＇s perception of the product quality,the data is quantitative. Through analyzing the after-sales claim data,we can timely find the after-sales quality problem and provide the data base for the related problem solve departments,by tracking the trend diagram can test the effectiveness of the solution,so analysis warranty data is important to solve issue and improve after-sales quality.