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Implementation of Six Sigma to Service Quality Management in Auto After-Sale

In: The 19th International Conference on Industrial Engineering and Engineering Management

Author

Listed:
  • Xiang-ping Bo

    (Hunan University)

  • Yi-yi Wang

    (Hunan University)

  • Jun-fang Zou

    (Hunan University)

Abstract

Based on the characteristics of service industry, this paper constructs an implementation model for automobile service quality management and achieves excellent results in the service quality improvement project in after-sale maintenance center. It proves that Six Sigma can be applied in automobile service industry, and some suggestions for Six Sigma implementation in service industry are proposed: firstly, making some necessary adjustments according to the specified situation in the enterprises; secondly, gaining support from the executives; lastly, paying close attention to the customer demands and making decisions on the basis of data and facts.

Suggested Citation

  • Xiang-ping Bo & Yi-yi Wang & Jun-fang Zou, 2013. "Implementation of Six Sigma to Service Quality Management in Auto After-Sale," Springer Books, in: Ershi Qi & Jiang Shen & Runliang Dou (ed.), The 19th International Conference on Industrial Engineering and Engineering Management, edition 127, chapter 0, pages 1163-1171, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-38442-4_122
    DOI: 10.1007/978-3-642-38442-4_122
    as

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