掌上汽车服务专家创业项目专注于汽车市场中的维修保养服务领域，整合4S店的 服务资源，通过互联网向客户提供维修保养预约、价格折扣、服务推荐等服务，解决 客户与服务商家之间的信息不对称、价格不透明等问题，帮助车主选择便捷、实惠、 值得信赖的汽车服务商。 2014年9月18日,交通运输部、国家发展改革委、国家工商总局、国家质检总局、 中国保监会等10部门联合印发了《关于促进汽车维修业转型升级、提升服务质量的指 导意见》,将于2015年1月1日起正式实施。《意见》重点在于促进汽车维修行业转型升 级、改善提升维修服务等两大方面。 汽车维修行业政策的出台，鼓励以消费者为中心，创新服务形式，优化服务流程， 透明服务信息，提升便民服务能力。鼓励商家提供电话、网络预约服务，提供代用汽 车、上门接送车及各类定制化服务，满足消费者时效性和便利化需求。 本文阐述了汽车的维修和保养服务是所有汽车的刚性需求，市场空间巨大。但是 目前汽车服务市场上缺乏优质的售后服务网站平台。客户群体中 60%的优质客户更偏 重去 4S 店做服务，创业项目针对这一细分的客户群体提供精细化的服务，帮助目标 客户群体选择更便捷、更优惠、服务评价更好的 4S 店。 本文分析了随着移动互联网和智能移动终端的快速发展，很多传统生活服务如旅 游、餐饮、打车等都通过与互联网的结合变得更加高效，让人们享受到更便利、优质 的服务。报告对于移动互联网和传统的汽车服务领域相结合产生的服务模式进行了分 析，新的模式将会改变人们的消费习惯，节省成本，汽车服务领域会产生新的经济爆 发点。 车主在汽车服务中最大的痛点就是对商家缺乏信赖感。如何找到维修放心、服务 便捷、价格实惠的服务商家是每一位车主最关心的问题。 创业项目就是希望借助移 动互联网帮助车主解决传统汽车服务中所存在的问题。 本文分析了汽车服务市场的现状和未来发展方向，对行业政策进行了解读，展示 了创业项目的巨大市场空间和发展前景。汽车服务未来将向社区化的服务模式转变， 项目将抓住这一趋势，努力打造成为每一位车主的汽车服务专家。 本文对汽车服务市场的竞争现状进行了分析，阐述了项目的细分客户群体和差异 化的服务内容。介绍了创业团队的组建和对未来的财务进行了预测。掌上汽车服务专 家项目将抓住巨大的市场机会，不断完善商业模式，向每一位车主提供绝佳的服务体 验。 关键词：汽车后市场，移动互联网，4S店，服务模式创新II The Business Plan of Palm Expert System for Automobile Service Abstract This project focuses on after sales market of the automobile industry, offering booking, discount, service recommendation and other services through the internet or mobile internet; integrating 4S shops’ idle resources, and accordingly help car owners choose trustworthy 4S shops more conveniently. On September 18, 2014, the ministry of transport, the national development and reform commission, the state administration for industry and commerce, general administration of quality supervision, inspection and quarantine, the China insurance regulatory commission and other 10 departments jointly issued Promoting Transformation And Upgrading, Improve The Service Quality Of Maintenance Instruction Opinion, will be formally implemented on January 1, 2015. It is focused on promote transformation and upgrading of automobile repair industry, improve two aspects, such as maintenance services. Automobile repair industry policy encourage to make consumers as the center, service innovation, optimize service process, transparent service information, convenient service ability of ascension. To encourage businesses to provide telephone, Internet booking service, to provide alternative and door-to-door shuttle car and all kinds of customized service. It meet the demand of consumers the timeliness and convenience. This paper analyzes car repair and maintenance services are rigid demand and the huge market space. But the market lacks of high-quality after-sales service platform at present. Customer group of 60% high quality customers prefer to do service 4S shops, entrepreneurial projects for this segment of customers to provide fine service, help the target customer group select more convenient, more preferential and find better 4S shop service evaluation. This paper analyzes that with the rapid development of mobile Internet and intelligent mobile terminal, a lot of traditional life services such as tourism, catering, a taxi with a combination of the Internet has become more efficient, let people enjoy more convenient, high-quality service. The combination of mobile Internet and traditional car services will raise to a new service mode, changing people's consumption habits, cost savings, this field will produce a burst of new economic point.III The biggest pain point of drivers in car service is the merchants for lack of self-confidence. How to find a trust，convenient and affordable service businesses is the most concern of the each owner. Start-ups are hoped to solve the problems existing in the traditional car service. This report analyzes the current status, future develop trend and industry policy, implying a tremendous market potential. Moreover, automobile after sales service is about to be connected with community service in the future, which is quite an opportunity for this project. This report also analyzes the current competitor landscape, elaborates targeted consumer group and our diversified services, introduces our team and predicts the future financial growth. Our project will seize this opportunity, keep improving the business model and offer the best service for the consumers. Key words: Automobile after-sales Market, Mobile Internet, 4S Shop, Service Model InnovationIV 目录 中文摘要 I Abstract II 第一章 绪论........................................................... 1 1.1 公司介绍 ........................................................ 1 1.2 产品和服务简介 .................................................. 1 1.3 市场定位 ........................................................ 1 1.4 政策方向 ........................................................ 2 1.5 竞争分析 ........................................................ 2 1.6 组织结构 ....................................................... 3 1.7 营销策略 ........................................................ 3 1.8 开发计划 ........................................................ 4 1.9 财务计划 ........................................................ 4 第二章 产品和服务介绍 ................................................. 5 2.1 中国汽车后市场发展 .............................................. 5 2.1.1 巨大发展空间 ............................................... 5 2.1.2 超大的消费市场 ............................................. 5 2.1.3 新的消费潮流 ............................................... 5 2.2 汽车 4S 店现状 ................................................... 6 2.3 移动端的快速发展 ............................................... 8 2.4 目标客户群体 .................................................... 9 2.5 客户的需求和行为分析 ............................................ 9 2.6 网站提供的服务 ................................................. 10 2.6.1 服务预约平台 .............................................. 10 2.6.2 发布优惠信息 ............................................. 10 2.6.3 建立服务评价体制 ......................................... 10 2.6.4 上门取送车服务 ............................................ 11 2.6.5 增值服务 .................................................. 13 第三章 管理人员及组织结构 ............................................ 14 3.1 公司组织结构 ................................................... 14 3.2 创始团队 ....................................................... 15 第四章 市场预测...................................................... 17 4.1 汽车服务市场的政策方向 ........................................ 17 4.2 4S 店的发展 ................................................... 19 4.3 4S 店的服务模式转型 ........................................... 20 4.4 汽车后市场的电商模式 .......................................... 20 4.4.1 商城类电商 ............................................... 21 4.4.2 C2B 模式 .................................................. 21 4.4.3 B2B+O2O 模式 .............................................. 21 4.4.4 B2B2C+O2O 模式 ............................................ 21 4.5 汽车后市场的“大众点评” ...................................... 22V 第五章