汽车维修服务质量管理体系的研究.pdf

Study on Quality Management Systemfor Automobile-maintenance ServiceA Dissertation Submitted for the Degree of MasterCandidate:Yang XiaoSupervisor:Prof. Wang LianChang’an University,Xi’an,ChinaI摘要当前,随着我国汽车拥有量的急剧增加,汽车维修行业迎来了发展的黄金时期,但是整个汽车维修行业的质量管理方面出现质量管理意识薄弱、管理制度落实不到位、监管力度弱、人员素质低等一系列问题。本文研究内容是围绕汽车维修服务质量管理的有关工作,建立汽车维修服务质量管理体系,并从汽车维修行业管理部门角度分析了质量管理体系的实施措施,以期望解决汽车维修行业质量管理方面出现的各方面问题,切实提高汽车维修服务的质量管理水平。本文首先对国内外质量管理和汽车维修行业的研究成果进行了认真的收集、比较和分析研究,结合《山西省汽车维修质量管理体系》课题的前期调研情况,对影响汽车维修质量的因素进行全面的分析,对国内汽车维修服务现状及质量管理方面存在的问题进行了论述。参考ISO9000质量管理体系的基本原则,建立了汽车维修服务质量管理体系的框架,论述了质量管理的服务实现、资源管理、管理职责和质量控制4个层面的管理要素以及各个管理要素下所包含的内容。针对汽车维修服务质量管理体系的实施,本文从行业法律法规建设、实施保障机制、外部环境优化、推动汽车维修质量管理体系认证、质量管理考核体系五个方面分析阐述了汽车维修质量管理体系的具体实施措施。关键词:汽车维修、质量管理体系、质量控制、质量管理考核IIAbstractAlongthe rapid growth in the growing car ownership, car repair industry will get immense market potential, but there are many problems in the field, such as shortage of consciousness in quality control, weak system implementing, and generallylow quality of personnel and so on. This thesis is about the study of quality management in automobile-maintenance industry, discussing what the quality management system forautomobile-maintenance industry is and how to implement the quality management system for automobile-maintenance industry from the view of administrating department. Thethesis aims to resolvethe problem above and promote qualitymanagementof automobile- author has carried out collection, comparison and analysis on the research achievements of foreign and domestic industry association. Based on subject survey and research on automobile-maintenance industryin Shan xiprovince,this thesis analyzes influencing factor, current situation and existing problemsin the automobile-maintenance industry. Referringto thebasic principle of ISO9000, the paper build quality management system and try to explai