593 汽車維修企業(yè)服務(wù)與管理模式探討
593 汽車維修企業(yè)服務(wù)與管理模式探討,汽車,維修,企業(yè),服務(wù),管理模式,探討
畢業(yè)設(shè)計(jì)（汽車維修企業(yè)服務(wù)和管理模式探討）報(bào)告紙共 7 頁 第 1 頁┊┊┊┊┊┊┊┊┊┊┊┊┊裝┊┊┊┊┊訂┊┊┊┊┊線┊┊┊┊┊┊┊┊┊┊┊┊┊Auto IndustryIt's a moment to be remembered in China's auto industry, marking half a century of independent motor manufacturing in China. Founded in 1953, the First Automotive Works Group is the cradle of China's native auto industry. It saw the birth of the first Chinese-made sedan and truck. From a thousand Chinese cars and trucks a couple of decades ago, the group has today evolved into a conglomerate with joint ventures that have produced several million automobiles. A week-long auto fair, the third of its kind in Changchun, was held to mark the 50th birthday of China's auto industry. Nine international automobile giants including Volkswagen, Daimler Chrysler AG, Mercedes-Benz, Citroen, Toyota, Volvo and Fiat, as well as major Chinese automotive conglomerates were all in attendance at the fair, bringing with them their latest models for display. Mr. Sui Hui, General Manager of Beijing Asian Games Village Automobile Exchange has just come back from the auto fair."I was most impressed by the fact that the auto industry, including auto markets in China, has achieved enormous development in the past 50 years," said Sui Hui, general manager of Beijing Asian Games Village Automobile ExchangeIn 1953, China established the First Automotive Works in northeast city of Changchun in Jilin Province, marking the start of China's own auto industry. At the same time, Tsinghua University began to award the country's first degrees in Automobile Engineering"The First Automotive Works was then a typical enterprise, turning out ‘Jie fang’ motor cars and trucks. That was the starting phase of China's auto industry. The second phase lasted from the Cultural Revolution to the time before China's opening up. The Second Automotive Works and the Capital Automotive Works were established, manufacturing heavy trucks for combat readiness. The third phase came after China's opening up. This period of auto manufacturing centers on international cooperation and aims to offset the imbalance between heavy and light auto production. Passenger cars are being developed very fast. Technology transfer, especially in the production of passenger cars is the feature of the time. We set up many joint ventures and achieved good result in mass production. This is a historical leap forward," said Ouyang Minggao, dean of Dept. of Automotive Engineering of Tsinghua UniversityThe total output of the auto industry was only 500,000 cars in 1990. While in 2002, the figure surged to more than 3.2 million units. In the first quarter of this year, the entire industry produced over 1 million vehicles。In 2002, the auto industry's sales revenues accounted for 5.2 percent of total industrial sales, up from 2.2 percent in 1990 and 4.4 percent in 2001. The ratio rose to 6.2 percent in the first quarter of this year。One yuan of auto output will give rise to two yuan of output in directly-related industry such as machinery, electronics, and petrochemistry, and five yuan output in other indirect industries. In the course of becoming a global manufacturing center, the auto industry has become the driving force for China's modernized industry. The latest research from China's National Bureau of Statistics shows that auto production has become the country's fifth largest manufacturing sector. The figures suggest that China will become the fourth largest auto manufacturing country in the world in 2003 after the US, Japan and Germany。"China's auto industry began to display strength on the international stage, drawing auto giants the world over to transfer their technologies, manufacture cars or set up joint 畢業(yè)設(shè)計(jì)（汽車維修企業(yè)服務(wù)和管理模式探討）報(bào)告紙共 7 頁 第 2 頁┊┊┊┊┊┊┊┊┊┊┊┊┊裝┊┊┊┊┊訂┊┊┊┊┊線┊┊┊┊┊┊┊┊┊┊┊┊┊ventures in China," said Ouyang Minggao.The automobile sector is related to five industries. In auto manufacturing, China has turned out 4 million units this year, ranking fifth in the world.After-sale services in auto markets are developing rapidly. Auto dealers and franchised stores have set up all over the country, offering customers convenient environments for purchasing. Local governments also laid out corresponding promotion plans.Major cities regard cars not only as a means of transport, but as sport as well. Beijing has one or two markets specializing in auto sports activities. It shows that auto related industries are developing very fast. Next comes car culture. Customers are spending a lot on auto sound systems and car customizing. Some may spend 100,000 yuan buying a car, and more than that sum on customizing their new car. Auto information is becoming a large industry all over the country。Consumption became the powerhouse of production in the market situation and provided the internal drive for the industry to grow. By the end of 2002, an average of 2.8 autos were owned by every 100 families. Study of international car market demonstrates that cars become affordable to ordinary families when the average price is two to three times their annual income."The ratio of private car purchasing is surging in China's auto market. Family cars are in vogue. This is also of milestone significance because the auto industry relies on the market, a mass market for growth," said Ouyang Minggao.Auto fairs large and small become a stage for car manufacturers to promote sales and display their new models. Music, performances and beautiful girls take the limelight on these occasions. They also become for car owners, enthusiasts and potential buyers, a place to check out their favorite fashions. In ancient times most people depended on their feet to get around. Only the wealthy could afford horse-drawn carriages. Keeping stables was costly and owning a carriage therefore became a symbol of high social status. China's first passenger car was made for the nation's top leaders. Only a decade ago, the car was regarded as a luxury that no ordinary person could ever dream of. Today, the automobile has become for many Chinese families, a daily necessity.Car sales have been brisk so far this year in China's major cities. As the dispensable income of China's urban population keeps growing, the automobile has become one of the most sought after commodities in personal consumption. For young people living in Beijing or Shanghai, owning a car is an almost essential part of their career advancement. The truth is, ordinary Chinese have already become the chief driving force in the nation's booming car market. The latest statistics show that car purchases by individuals accounted for nearly 80 percent of China's auto sales in the first quarter of this year. There are basically three ways of purchasing a car: cash, installment or credit loans. Purchasing on loans is a rather new concept for most Chinese people. According to car dealers, credit loans account for 20-30 percent of all car sales in Beijing. This is not much compared with industrialized countries. Generally, that figure is 50-80 percent in those countries. But more and more people begin to identify with this method of consumption. And when choosing their cars, price and options are the top concerns of consumers. Time-honored brands are often big sellers.With China's economy on the fast track, an affluent middle class is taking shape and growing rapidly. They are mostly young, open-minded and confident about their future. They dare to spend, even tomorrow's money.畢業(yè)設(shè)計(jì)（汽車維修企業(yè)服務(wù)和管理模式探討）報(bào)告紙共 7 頁 第 3 頁┊┊┊┊┊┊┊┊┊┊┊┊┊裝┊┊┊┊┊訂┊┊┊┊┊線┊┊┊┊┊┊┊┊┊┊┊┊┊To many people in China, cars are still a status symbol. Owning a car not only means freedom of mobility, but also shows that you have entered the class of the nouveau riche and are keeping up with the trend.For the majority of people in China, cars are still a luxury. But many of them are beginning to dream about owning a car. With more and cheaper cars available on the market, their dream may soon become a reality.In late April this year when China did not fully recover from the fatal SARS epidemic, a large scale automobile exhibition was held in Shanghai, the financial center and commercial hub of China. Almost all the world auto giants couldn’t wait to throng into the huge market in taking a share. In the eyes of the audience who appreciated the various new models very much, the shining logos and dazzling cars on the stage caused a new wave of modern auto fashion. Apart from all the famous foreign brands, the few local names also turned out as music to the ears of the car-hunger Chinese, though sounding not so vibrating. With the market door gradually opening to all the potential players, how can the mid-runners of the Chinese auto manufacturers meet the fiercer competition brought by the economic globalization?“We can say that the Chinese auto industry has experienced competition for more than twenty years since the reform and opening. Two decades of competition helps the auto industry reach current level. But plenty of problems occur during the process. So it is very hard to lay out a timetable as to when we will be able to race against the foreign competitors. In my opinion, one of the main problems facing domestic automobile makers is insufficient opening. I think that following the road of the Chinese home appliance industry is a must to rise to rival against the foreign companies. That means the final winners will come out of full market competition. As the final winners can go through the market competition, they will have more competitiveness or the ability to shun off risk and external impact,” said Jiang Yuan, official of National Statistics Bureau.Actually, among the hundreds of auto companies in China, a large number of them are the so-called assemblers with no core competitive power at all. The step-by-step lift of tariffs and non-tariff barriers will no doubt elbow them to a more direct confrontation with the ambitious foreign enterprises. There is no place to hide for now. Instead, there is time for them to catch up with those big names in a balanced way.“One controversial topic at present is whether to be open or to be independent. But I reckon it as a matter of balance. It is hard to say that you should remain totally independent or fully open. Actually we ought to keep a state of balance. That is to say we try to maintain independence instead of being close-minded and to remain open while avoiding dependence on others. Such a complexion of independence, opening, cooperation and competition need to be formed,” said Ouyang Minggao, Dean of Department of Automotive Engineering of Tsinghua University.The Dongfeng Auto Group is one of the three major Chinese auto manufacturers. To get more ready for a hand-to-hand competition, it has been following a road of learning through cooperation.Late last year, Dongfeng signed an agreement with the Japanese auto giant Nissan on a long-term and comprehensive cooperation. This was clearly aimed at reinforcing its current role in China and gaining a favorable position in the future world auto map.To strengthen its capability of independent research and development, necessary facilities were invested in the R&D center for testing new models of cars. The various kinds of testing roads were designed to help its own products driving smoothly toward the market. 畢業(yè)設(shè)計(jì)（汽車維修企業(yè)服務(wù)和管理模式探討）報(bào)告紙共 7 頁 第 4 頁┊┊┊┊┊┊┊┊┊┊┊┊┊裝┊┊┊┊┊訂┊┊┊┊┊線┊┊┊┊┊┊┊┊┊┊┊┊┊Besides, the Dongfeng Auto Group set the goal of nurturing a national auto development zone in Xiangfan, where it is located. Based on its comparatively long history of auto manufacturing, all these efforts have been made in a steady and sure style.中國汽車工業(yè)畢業(yè)設(shè)計(jì)（汽車維修企業(yè)服務(wù)和管理模式探討）報(bào)告紙共 7 頁 第 5 頁┊┊┊┊┊┊┊┊┊┊┊┊┊裝┊┊┊┊┊訂┊┊┊┊┊線┊┊┊┊┊┊┊┊┊┊┊┊┊在中國汽車工業(yè)里，現(xiàn)在是一個(gè)應(yīng)該被銘記的時(shí)刻，因?yàn)樗鼧?biāo)志了近半個(gè)世紀(jì)以來中國發(fā)動(dòng)機(jī)的獨(dú)立自主制造。成立于 1953 年的中國第一汽車集團(tuán)是中國本地汽車誕生的搖籃，它見證了中國自己制造轎車和卡車的誕生。它已經(jīng)從幾十年前的幾千輛中國轎車和卡車的集團(tuán)發(fā)展成為一個(gè)集合資為一體的年產(chǎn)數(shù)百萬輛的大型集團(tuán)。在長春舉辦了為期一周的展覽會(huì)來紀(jì)念中國汽車產(chǎn)業(yè)的 50 歲生日。九大國際知名公司和很多中國內(nèi)地的汽車公司都來參加了此次展覽會(huì)，并帶來了他們最新的產(chǎn)品在展覽會(huì)上展出。這九個(gè)國際知名汽車公司包括：大眾汽車公司、克萊斯勒汽車公司、奔馳汽車公司、雪鐵龍汽車公司、豐田汽車公司、菲亞特汽車公司。北京亞運(yùn)村汽車交易公司總經(jīng)理隋輝（音譯）先生剛剛從展覽會(huì)上歸來。他說：“中國 50 年以來在汽車制造方面所取得的巨大成就給我留下了深刻的印象。 ”在 1953 年中國就制定了關(guān)于在東北吉林省長春市建立中國第一汽車集團(tuán)的政策，與此同時(shí)，清華大學(xué)也開始了關(guān)于汽車發(fā)動(dòng)機(jī)發(fā)面的研究的先河。第一汽車集團(tuán)在當(dāng)時(shí)是一個(gè)非常典型的汽車，它制造了“解放”牌卡車。這是中國汽車工業(yè)的第一階段。第二階段是從文化大革命到改革開放初期。第二汽車集團(tuán)和北京汽車集團(tuán)成立之初主要是為了滿足軍事需要而生產(chǎn)大量重型卡車。第三階段是從改革開放開始的。與國際著名品牌汽車公司合作的時(shí)期是為了平衡重輕汽車的生產(chǎn)。乘用車的發(fā)展非常迅速。技術(shù)轉(zhuǎn)讓，特別是在乘用車制造中的技術(shù)轉(zhuǎn)讓是這個(gè)時(shí)期發(fā)展迅速的主要原因。我們成立了很多合資公司并且在大規(guī)模生產(chǎn)上取得了很好的效果。 “這是一個(gè)歷史性的飛躍。 ”清華大學(xué)汽車工程學(xué)院院長歐陽名高（音譯）如是說。在 1990 年，中國汽車的年產(chǎn)量僅僅有 500000 輛。但是到了 2002 年，這個(gè)數(shù)量已經(jīng)達(dá)到了 3 百多萬。在今年上半年里，整個(gè)汽車工業(yè)的產(chǎn)量又增長了大約 1百萬輛。 在 2002 年，汽車工業(yè)的銷售額占到了中國工業(yè)消費(fèi)額的 5%左右，然而在 1990年僅為 2%，2001 年僅為 4%。在今年上半年里這個(gè)比例已經(jīng)上升到了 6%左右。一元的汽車產(chǎn)出將帶來 2 元的直接工業(yè)產(chǎn)出如機(jī)械、電力、石油等，但能帶來大約 5 元的間接產(chǎn)出。汽車工業(yè)在成為全球制造中心的同時(shí)也成為中國現(xiàn)代化工業(yè)發(fā)展的驅(qū)動(dòng)力。最新的中國國家統(tǒng)計(jì)辦公廳的調(diào)查顯示汽車制造已成為中國第五大的制造行業(yè)。數(shù)據(jù)證明中國有希望在 2003 年成為繼美國、日本和德國之后的第四大汽車制造國家。歐陽名高（音譯）這樣說道：“在國際舞臺(tái)上，中國汽車越來越顯示出強(qiáng)大的實(shí)力，在技術(shù)，汽車制造，合資方面繪畫出了一幅宏偉藍(lán)圖。 ”一輛汽車的生產(chǎn)涉及到5 個(gè)行業(yè)。在汽車制造上，中國今年已經(jīng)產(chǎn)出 4 百多萬輛，在全球居第 4 位。售后服務(wù)也在中國快速的發(fā)展著。汽車經(jīng)銷商和特約店早已經(jīng)中國遍地開花，它為消費(fèi)者提供了非常便利的購買條件。當(dāng)?shù)卣块T也為此制定了專門的計(jì)劃。大多數(shù)城市人不僅僅把汽車作為一種代步工具來看待，同時(shí)也把它當(dāng)作了一種運(yùn)動(dòng)。北京有 1 至 2 個(gè)市場在從事特殊運(yùn)動(dòng)汽車的銷售等。它顯示這個(gè)專門的汽車市場產(chǎn)業(yè)發(fā)展的非常快速。隨之而來的是汽車文化，消費(fèi)者也正在為其汽車的音響系統(tǒng)和個(gè)性花費(fèi)著。很多人花 100000 元買輛車卻花去甚至更多的錢去按照自己的個(gè)性去裝飾，規(guī)劃它。在整個(gè)中國，汽車信息正在成為一個(gè)大的產(chǎn)業(yè)。消費(fèi)者成為市場產(chǎn)品的需求者并且?guī)?dòng)了國內(nèi)的工業(yè)發(fā)展。2002 年末，在中國畢業(yè)設(shè)計(jì)（汽車維修企業(yè)服務(wù)和管理模式探討）報(bào)告紙共 7 頁 第 6 頁┊┊┊┊┊┊┊┊┊┊┊┊┊裝┊┊┊┊┊訂┊┊┊┊┊線┊┊┊┊┊┊┊┊┊┊┊┊┊每平均 100 人就擁有 2．8 輛汽車。國際汽車市場研究證明當(dāng)平均價(jià)格是消費(fèi)者年收入的 2 到 3 倍的時(shí)候，購買汽車對他們來講就是很簡單的事情了。歐陽名高（音譯）說：“私人汽車的購買率正在沖擊著中國市場。家庭轎車正在流行當(dāng)中。這也是個(gè)很重要的里程碑，因?yàn)槠嚬I(yè)需要依靠一個(gè)正在增長的大市場。 ”汽車展覽會(huì)的大小已經(jīng)成為汽車公司擴(kuò)大銷售，展示新產(chǎn)品的主要舞臺(tái)。在這些場合，音樂、表演、車模已經(jīng)成為這些活動(dòng)的焦點(diǎn)。它們也成為汽車擁有者，狂熱者，潛在汽車消費(fèi)者互相交流的地方。在古代，人們大多是靠自己的腳去行走，只有少量的富人才有能力去雇傭馬車。這樣是昂貴的，同時(shí)它也成為身份地位的象征。中國的第一輛乘用車是為國家高層領(lǐng)導(dǎo)人制造的。僅僅在幾十年前，汽車也被視為普通人的夢?，F(xiàn)在不同了，汽車已經(jīng)進(jìn)入了很多家庭，并成為了一種必需品。到現(xiàn)在為止的一年里，在中國大部分城市里，汽車銷售已經(jīng)飛速的增長了。隨著中國城鎮(zhèn)居民的可支配收入的提高，汽車已經(jīng)成為繼日用品之后的私人消費(fèi)了。對于生活在北京或上海的青少年來說，擁有一輛私人汽車成為他們事業(yè)進(jìn)步的一個(gè)最基本的部分。事實(shí)上是，普通中國人已經(jīng)成為中國繁榮車市的主要驅(qū)動(dòng)者了。最新統(tǒng)計(jì)顯示，在今年的第一個(gè)季度里，汽車個(gè)人購買量已經(jīng)占整個(gè)汽車銷售量的 80%。購買一輛汽車有最基本的三種方法：現(xiàn)金購買、分期還款信貸和貸款。在北京，通過信貸購買車輛的人占到 20~30%。和發(fā)達(dá)國家相比，這是比較少的比例。在這些發(fā)達(dá)國家里，這些比例基本上在 50~80%。但是現(xiàn)在越來越多的人們開始認(rèn)同這一消費(fèi)方法。在購買車輛時(shí)，價(jià)格和款式成為消費(fèi)者最先考慮的問題。因此歷史悠久的品牌往往能賣出很多的車。隨著中國經(jīng)濟(jì)節(jié)約型的快速建立，一個(gè)大量的中產(chǎn)階級正在形成并在增長。他們大多很年輕，思想開放并對未來充滿自信，他們有膽量去消費(fèi)明天的錢來享受今天。對于很多中國人來說，汽車一樣是身份地位的象征。擁有一輛汽車不僅意味著機(jī)動(dòng)性的變好，而且也證明你已經(jīng)進(jìn)入了中國新富人行列并趕上了時(shí)代潮流。在今年的 4 月底，當(dāng)中國還沒有完全從 SARS 中恢復(fù)過來的時(shí)候，在中國財(cái)政和商貿(mào)中心的上海就舉辦了一場大型的汽車博覽會(huì)。在觀眾眼里，這些明亮的LOGOS 和眼花繚亂的車型引領(lǐng)了汽車的新時(shí)尚。除了國際上知名的品牌外，很多中國內(nèi)地的汽車公司也象音樂沖擊觀眾耳朵般的沖擊著中國渴望擁有汽車的人，即使聲音不是那么振蕩。隨著汽車市場大門逐漸的敞開，中國中型汽車制造商們怎么來迎戰(zhàn)經(jīng)濟(jì)全球化帶來的競爭呢？“我們可以說，比起改革開放的 20 年前，中國汽車工業(yè)已經(jīng)具備了很多競爭經(jīng)驗(yàn)。20 年的競爭已經(jīng)幫助中國汽車工業(yè)達(dá)到基本水平。但是在這個(gè)過程中很多問題也發(fā)生著。所以說我們什么時(shí)候能夠有能力去贏得國際競爭還很難預(yù)測一個(gè)準(zhǔn)確的時(shí)間表。依我看來，一個(gè)主要的問題就是國內(nèi)的汽車市場還不夠開放。我認(rèn)為繼續(xù)中國工業(yè)之路是增強(qiáng)本土競爭力的必經(jīng)之路。這就意味著最終的勝利者是來自市場的全面競爭中。他們有足夠的競爭能力去避免風(fēng)險(xiǎn)和各種影響。 ”國家統(tǒng)計(jì)局工作人員蔣元（音譯）如此說道。實(shí)際上在中國許許多多的汽車企業(yè)里面，大部分的都是所謂的沒有核心競爭力的企業(yè)。這不是隱瞞的時(shí)候，相反總的來說是應(yīng)該去趕上的好時(shí)候。清華大學(xué)汽車工程學(xué)院院長歐陽名高（音譯）說：“現(xiàn)在，一個(gè)有爭議的話題就畢業(yè)設(shè)計(jì)（汽車維修企業(yè)服務(wù)和管理模式探討）報(bào)告紙共 7 頁 第 7 頁┊┊┊┊┊┊┊┊┊┊┊┊┊裝┊┊┊┊┊訂┊┊┊┊┊線┊┊┊┊┊┊┊┊┊┊┊┊┊是開放還是獨(dú)立自主的問題。但是我認(rèn)為它應(yīng)該是一個(gè)平衡的事情。很難說你應(yīng)該完全開放或完全獨(dú)立自主。事實(shí)上我們可以保持二者之間的一個(gè)平衡。這也就是說我們盡力去保持獨(dú)立來代替變的自立并且保持開放同時(shí)避免過度依賴他人。這樣，一個(gè)獨(dú)立、開放、合作和競爭的機(jī)制局面應(yīng)該建立起來。 ”東風(fēng)汽車公司是中國三大汽車公司之一。為了做好更充分的準(zhǔn)備開面對幾乎白熾化的競爭，他們已經(jīng)走了一條通過合作學(xué)習(xí)的道路。去年末期，東風(fēng)汽車公司和日本的汽車巨頭 NISSAN 簽署了一項(xiàng)長期的全面合作的協(xié)議。這樣做目的很明確是為了加強(qiáng)自己在中國的力量并在未來的汽車世界里占據(jù)一席之位。為了增強(qiáng)自主研發(fā)的能力，它們買來了必需的工具來測試新車型。不同的監(jiān)測道路被用來幫助其汽車能夠平穩(wěn)的進(jìn)入市場。同時(shí)，在襄樊東風(fēng)汽車集團(tuán)還設(shè)立了教學(xué)國家汽車發(fā)展中心，所有這些成就都為其建立了穩(wěn)定正確的發(fā)展類型。
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