Summary: | 碩士 === 國立勤益科技大學 === 企業管理系 === 99 === The automobile industry has developed slowly in Taiwan without economies of scale; moreover, consumer information transparency has caused the gross profit of car sales to drop. Under these circumstances, the post sales service market has become the focus of car makers and is one of the most important sources of profit instead of selling cars. The repair and maintenance market is in intensive competition; therefore, the good quality of service is the key to win consumers over. A comprehensive service information system increases efficiency of the service process and strengthens consumer’s trust. Therefore, constructing a comprehensive service information system is necessary to enhance over consumer’s trust, consolidate consumer’s loyalty, and achieve a sustainable operation.
The service information system in this case study is known as Dealer Management System (DMS). DMS is applied to strengthen the functions of car service plant. However, how can we excel the DMS functions in order to fulfill the needs of the market? That is the purpose of this study. A qualitative case study is applied here to conduct an exploratory analysis on the subject. A total number of 7 managers and employees were interviewed in order to compare the differences in operation and benefits derived before and after the implementation of DMS repair and maintenance and component system.
From the findings of the study, DMS has indeed fulfilled the needs of car service plant in the functional design of repair and maintenance and components system. It improves data accuracy, operation convenience, and timeliness of operation. In other words, there is a positive implementation value of DMS to car service plant. Suggestions for improving DMS functions and development in accordance with the findings of the study are made as follows:
1.Designing operation interface with multiple frames to
operate the system more effectively and efficiently.
2.Designing the system with the image file function to
decrease the operation errors.
3.Constructing technical database to improve technical
capacity.
4.Constructing mobile wireless system for car service
plant’s operational efficiency and customer's
satisfaction.
5.Integrating multifunctional system with human resource
and financial systems and expand system service scope
with the wisdom system in the future.
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