Abstract
The development of the automotive industry is inextricably linked with the development of the ensuring operational effectiveness of the industry production sector, namely service maintenance. Today the car service is an important element at ensuring the competitiveness of products and a tool of improving the customer loyalty. Despite the fact that there is no direct connection between the ensuring car quality in production and the quality of service in exploitation, it is obviously that the first and the second directions definitely influence on the perceived by a consumer quality of products and services and so they form an attitude of consumer community to the brand maker. That is why the measurement of service maintenance quality is equally important for automaker as the monitoring of the quality of production processes. At the present time, in the course of solving problems on measuring quality of service maintenance, there has been found a spectrum of methods and techniques allowing to conduct quantitative (the service provider is estimated on a grade scale), qualitative (the quality of customer service is estimated by people responses) and comprehensive quantitative and qualitative researches (they include the above-described estimates). The aim of this paper is the development and implementation of corporate service quality monitoring system with using internal information of automakers enterprises which in the future, in conjunction with results of the research of the perceived quality service maintenance, will provide the most complete quality assessment covering the corporate environment of automaker and consumer environment. The development of information and computer technologies has had a beneficial impact on improving monitoring technologies of product and service quality. Development and implementation of information analysis algorithms of service quality allows getting a balanced assessment of consumers reflecting the quantitative and qualitative research area of satisfaction. However, the implementation of service quality researches based on data received by corporate information systems from proprietary service network enterprises to analytical quality services of automakers enterprises about the results of the maintenance and the elimination of defects and failures of cars are not widely represented in the literature, apart from a small group of sources. That is why this theme in the presented work is the main.
Highlights
The importance of the process organization quality of the company service maintenance of the automotive industry products has been growing over the years
That is why we offer the transition from the general concept of the annual audit to the concept of remote monitoring quality of the work with the implementation of a random checks planning system by the target indicators of the service enterprises work [8,9]
Another indicator reflecting the quality of car service during warranty maintenance period (WM) is the quality of diagnostic of defects at service enterprise (Figure 9)
Summary
The importance of the process organization quality of the company service maintenance of the automotive industry products has been growing over the years. Are the main ones: The alignment and a gradual value decline of the initial purchase price of different brands cars at national markets and mass segments and corresponding growing role of factor possession of price for users, which include the service indicators [1]; Active saturation of vehicle by electronics and automation systems which need periodic diagnostics and servicing in a proprietary network; The rigidity of policy measures from automakers to consumers which are associated with the mandatory maintenance of new cars in conditions of certified service; The impossibility of servicing and repairing cars on their own because of complication of the construction and integration of original components into the structure of vehicles which require the competence of staff and specialized tools at the enterprise
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