After-market non-standard experts discuss automotive after-sales service standardization

On November 4th, the "Automotive Service and Service Standardization Seminar" was held in Beijing. Experts in the automotive after-sales service industry and service standardization focused on the topic of standardization of automotive after-sales services.

In recent years, China has become the largest country in the production and sales of new cars as cars enter the homes of ordinary people in China. According to statistics, there are as many as 85 million vehicles in China. It is estimated that by 2020, the number of vehicles in China will exceed 200 million. At the same time as the rapid development of the automotive industry, there is a phenomenon of non-standard services in the “car aftermarket” that is matched with it. This has led to the after-sales service that reflects the soft power of the automotive industry and has become a hot spot for consumer complaints in recent years.

On October 19th, the results of the 2010 National Automobile User Satisfaction Survey (CSCSI) released by the China Quality Association showed that the after-sales service satisfaction index was only 77.4. Consumers lack the right to speak and services do not have quality supervision. This is an indisputable fact in the field of automotive after-sales service. The standardization work is the basis for improving the service quality and management level. Therefore, one of the means to solve the current problems in the automotive after-sales service industry is to standardize and regulate the service market order and promote the orderly and healthy development of the auto after-sales service industry.

Wang Zhongmin, president of the China National Institute of Standardization, pointed out that under the current situation in which China has accelerated the development of the service industry and made it as the leading industry of the national economy as soon as possible, there is no single set of standards for the service industry, which is an important category and branch of the automotive after-sales service industry. The perfect standard system for the development of the industry has a great contrast with the status of the government that attaches great importance to the standardization work of the service industry. As soon as possible to fill this gap in the standardization of service areas, is to promote the development of the entire service industry, an effective means of making contributions to the national economy. At the same time, the after-sales service of the automobile is related to the general public and involves millions of households. It is one of the important aspects of reflecting the people's livelihood. Through the automotive after-sales service standard system, each car consumer can get the best service and the most satisfying experience. It is also a government “satisfying the people of all nationalities for a better life and new expectations”, reflecting the 17th session of the Communist Party of China. The concrete implementation of the governing idea that the plenary session attached great importance to people's livelihood.

Wang Zhongmin hopes that the China National Institute of Standardization, which is responsible for the secretariat of the National Service Standardization Technical Committee, can join hands with the experts of the automotive after-sales service companies to exert their respective advantages and strive to open up new prospects in the new field of automotive after-sales service standardization.

Wang Lijun, deputy inspector of the quality department of the General Administration of Quality Supervision, Inspection and Quarantine, made a keynote speech entitled "Automobile Product Safety, Automotive After-sales Service and "Three Guarantees"" at the meeting. Experts also introduced the current situation of China's automotive after-sales service and service standardization, and also elaborated their respective views on the standardization of automotive after-sales service. Shanghai GM, Guangzhou Honda, and FAW-Volkswagen have explained and demonstrated their own after-sales service models.

Experts attending the seminar also discussed the basic ideas for the standardization system of China's automobile after-sales service that was first introduced by the Secretariat of the National Service Standardization Technical Committee. The conference was organized by the China National Institute of Standardization and the National Service Standardization Technical Committee, and was organized by "Standard Life" magazine and Beijing Zhong Cheng Xing High-Tech Co., Ltd.