But some will struggle to achieve optimal results to drive greater profitability and high performance.
虽然售后零件业务可能仅占销售额的10％至15％，但通常平均25％至50％的利润。此外，服务合同的利润率约为50％，对客户忠诚度有很大影响。为了实现售后服提供的全部价值，汽车制造商将需要调整关键领域的组织，流程和技术，以应对这一复杂市场的挑战。
这些关键领域包括收入管理，零件物流，服务支持和保修管理。它们对于帮助公司克服诸如改变全球或区域服务零件业务或增强服务以提高经销商和客户忠诚度之类的挑战至关重要 - 尤其是在客户对质量和服务的期望在增加的时候。
In terms of revenue management, the main source of aftersales revenue comes from the parts business. This makes how parts offerings are structured critical. Traditionally, price lists and related discounts distributed to dealers and service points have focused on higher demand parts and segmented parts families. And a standard mark-up strategy on purchasing costs has been applied to numerous parts, especially those that are medium- to slow-moving.
该策略不能使汽车制造商能够从考虑其他因素（例如客户感知）的定价中获得最大的收益。公司将需要利用基准，营销和商业功能，建立标准流程，以塑造其售后产品和服务以吸引客户，保持客户忠诚度并最大化收入。
For years, automakers have focused on continuous improvement in their parts logistics operations to reduce costs, and improve service levels and customer satisfaction. Nevertheless, parts unavailability can still occur that may cause delayed service, customer dissatisfaction or loss of customer loyalty. It will be important for companies to continue implementing new parts-ordering systems that enable better forecasts and timed parts availability, or execute initiatives to review distribution flows, transportation routes or warehouse locations to sustain effective parts logistics.
Availability key
A key element of the service support that automakers provide dealers is enabling parts availability. But more is needed to help them offer an effective service experience—ranging from the new car-buying process to parts sales and repair service—to sustain high customer satisfaction and loyalty. This includes supporting dealer workshops that enable dealers to service increasingly complex vehicles, and creating and distributing repair manuals that help service departments enhance their repair capabilities and meet “fix-it-right-the-first-time” goals.
寻求高性能的汽车制造商需要从端到端查看其价值链，以确保所涉及的业务流程与售后目标一致。然后，公司也应利用保修数据作为潜在的资源，以帮助他们更好地理解固有的质量问题并增强其监视维修服务性能的能力。
Aftersales, more than ever, represents a powerful opportunity for auto manufacturers to generate substantial improvements in profitability, operating costs, parts inventory and service levels. Companies that can recognize and act on the potential aftersales offers as a critical business function will greatly enhance their ability to achieve high performance.
James Robbins，james.a.robbins@accenture.com，是全球管理咨询，技术服务和外包公司Accenture的高级主管。
虽然售后零件业务可能仅占销售额的10％至15％，但通常平均25％至50％的利润。此外，服务合同的利润率约为50％，对客户忠诚度有很大影响。为了实现售后服提供的全部价值，汽车制造商将需要调整关键领域的组织，流程和技术，以应对这一复杂市场的挑战。
这些关键领域包括收入管理，零件物流，服务支持和保修管理。它们对于帮助公司克服诸如改变全球或区域服务零件业务或增强服务以提高经销商和客户忠诚度之类的挑战至关重要 - 尤其是在客户对质量和服务的期望在增加的时候。
In terms of revenue management, the main source of aftersales revenue comes from the parts business. This makes how parts offerings are structured critical. Traditionally, price lists and related discounts distributed to dealers and service points have focused on higher demand parts and segmented parts families. And a standard mark-up strategy on purchasing costs has been applied to numerous parts, especially those that are medium- to slow-moving.
该策略不能使汽车制造商能够从考虑其他因素（例如客户感知）的定价中获得最大的收益。公司将需要利用基准，营销和商业功能，建立标准流程，以塑造其售后产品和服务以吸引客户，保持客户忠诚度并最大化收入。
For years, automakers have focused on continuous improvement in their parts logistics operations to reduce costs, and improve service levels and customer satisfaction. Nevertheless, parts unavailability can still occur that may cause delayed service, customer dissatisfaction or loss of customer loyalty. It will be important for companies to continue implementing new parts-ordering systems that enable better forecasts and timed parts availability, or execute initiatives to review distribution flows, transportation routes or warehouse locations to sustain effective parts logistics.
Availability key
A key element of the service support that automakers provide dealers is enabling parts availability. But more is needed to help them offer an effective service experience—ranging from the new car-buying process to parts sales and repair service—to sustain high customer satisfaction and loyalty. This includes supporting dealer workshops that enable dealers to service increasingly complex vehicles, and creating and distributing repair manuals that help service departments enhance their repair capabilities and meet “fix-it-right-the-first-time” goals.
寻求高性能的汽车制造商需要从端到端查看其价值链，以确保所涉及的业务流程与售后目标一致。然后，公司也应利用保修数据作为潜在的资源，以帮助他们更好地理解固有的质量问题并增强其监视维修服务性能的能力。
Aftersales, more than ever, represents a powerful opportunity for auto manufacturers to generate substantial improvements in profitability, operating costs, parts inventory and service levels. Companies that can recognize and act on the potential aftersales offers as a critical business function will greatly enhance their ability to achieve high performance.
James Robbins，james.a.robbins@accenture.com，是全球管理咨询，技术服务和外包公司Accenture的高级主管。
![MPS035 SM 1200x628 D [2]](https://img.automationworld.com/files/base/pmmi/all/image/2021/03/MPS035_SM_1200x628_D_2_.604a4a336bc60.png?auto=format%2Ccompress&bg=fff&fill-color=fff&fit=fill&h=146&pad=5&q=70&w=340)
