| Summary: | 碩士 === 中國文化大學 === 企業實務管理數位碩士在職專班 === 102 === Automobile industry has a profound impact on economic development, car dealer business structure and focus as the market changes, gradually adjusted to the automotive service industry, the purpose of this study was to combine reservation system from the point of view and process improvement, through literature study and explore in-depth interviews and analysis of the case compiled results.
The study found that you can find the motivation to promote the automotive service industry reservation system and process improvement derived from: internal improvement needs, changes in the external environment and growing pressure.
For the reservation system can provide process improvement with case interview service between supply and demand of consumers to collect and categorize, the reserva-tion system and process improvements, reduced working hours for a complete repair and customer satisfaction has a positive association, the process of improving the service system is based on customer demand as the core, take PDCA（Plan-Do-Check-Action）management tools, in the process of integration mode of operation and teamwork to drive process improvement linked, information technology as a tool for process improvement and regular customer satisfaction surveys, the ultimate goal is the pursuit of quality, speed, and better customer satisfaction.
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