Abstract.In recent years, with the quick development of domestic automobileindustry, the after market’s demand is demonstrating strong progress. However,due to lack of customer quick responsive system of after-sale servicelogistics, quite a few enterprises suffer from gradual loss of profit andcustomer resource. The article summarize the as-is status for time-efficiencymanagement of after sale logistics, explaining the driving factor of currentissues, i.e., task oriented current system, capacity constraint of logisticsactivities, lack of customer time efficiency evaluation and blank of after salelogistics operation staff. Based on these, together with investigation ofcompanies, bring forward the mechanism of time-efficiency oriented after-sale logisticsoperation. This mechanism consists of eight sub-systems: organizationstructure, network planning and layout, reverse logistics operation procedure,time window evaluation mechanism, automatic replenishment system, reverseforecasting system, Kan-ban message system as well as disposal & reusesystem. Furthermore, the article makes analysis of the internal operations andexternal relevance of these eight sub-systems.  

For the past 10years, China’s automotive industry are quickly developing with the increasingspeed of more than 15%, but along with drawing up of the automotive industrydevelop programming and ‘the car goes to the country’ policy successive set, weare delighted to see in the first half of 2010, the production volume of domesticautomotive reached to 8,470,000, the terminal sales volume up to 7,180,000, listedas No. 1 position in the world.(Chinese automotive technique research centerstatistics data) Under the situation of ‘ship rises with the tide’, automotiveindustry after market are welcoming a gold period of profession development, Asa young profession, the automotive maintenance are quickly developing by 10% to15% each year. Since China’sautomotive maintenance industry is just growing up, the ‘price war’ is stillthe main competition method which the majority of enterprises adopt in themarket. Thus, most of profits for the enterprises run off in the fierce pricecontest. Only minority of leading business enterprises start trying to look forother competitive advantage on top of ‘price war’, that is after-sale service.As the good after-sale service has already let these pioneering enterprisetaste "sweetener". The sweetener is the customer satisfaction andloyalties could be improved by high quality after-sale service without increasingcost and resources investment. In order to realize the strategic objective ofproviding high quality service for the customers, the logistics is one of thekey driving factors. Only under the situation of smooth materials flowing, thehigh-quality after-sale service could be attained. This article intend todiscuss the logistics issues in the area of after-sale service.  

I. Current status and issues of after-saleservice logistics 

From the surveycondition, most of the enterprises put the resources and the center of gravity onthe supply chain front pipeline’s sales, manufacturing and logistics, but lackof investment and attention on the logistics activities of after-sale service. Althoughalong with the influence of the globalization, many automotive enterprises havegradually paid more attention to this realm, the resources and manpower investmentseem poor. The realistic conditions are demonstrated as following:

1) Except minority ofleading enterprises, most of enterprises lack of integrated and effective logisticssystem and operational regulation. Or even the enterprises carry out some emergencylogistics of after-sale service, once put these activities into actual operation,the result is that it responds to the customers slowly, and problem-solvingtime is quite lengthy