Amazing people with services

On November 16, the general manager Mr. Wang Fenghua take the logistics management pay less attention to service as a lead to  introduce the corporate values of “Amazing people through service” at the morning meeting of all management cadres on Saturday.

Understand who you are serving

When we talked about "amazing people through services", many management cadres didn't know who they were serving.  Take logistics management as an example. The responsibilities of the logistics support department include security management, dormitory management, canteen management, sanitation management, safety management, water and electricity support, and equipment management.  In the management of dormitories and canteens, who is it serving?  Who should it serve?  Many people may think that it is an enterprise. This understanding is not fundamentally wrong, but the specific service object of logistics work should be all employees of OUHAI, which means that every employee is its customer.  If employees are allowed to sleep in dirty, messy, noisy dormitories, and employees are eating in canteens that are rattled by rats and flies, how can employees be kept and how can they be fully devoted to their work?  Therefore, find the right service object, serve the employees well, let the employees sleep well, eat well, and dress warmly, and live comfortably, so that work can be at ease.  In the end, it will create more benefits for the enterprise.  The same is true of other functional departments. According to the definition of the company's embedded management model, understand who they are serving. For example, the service department of the quality department should be customers and production workshops, and the service department of the logistics department is customers, business departments, and production departments.  The engineering department's service target should be customers, business departments and production departments.  Only when the service target is clear, can we find the right direction for our work, and be targeted and do the right thing.

Listen to the voice of the customer and go to the scene to understand the needs of the customer.  Many of our management cadres do not listen to customers, do not understand customer needs on the spot, and do not consider issues from the perspective of customers.  What are the specific aspects of not listening to customers?  The first is to point the butt to the customer and ignore the customer's demands.  For example, the logistics department does not reply to the salesman's mail for three or four days, the Quality department does not improve the quality complaints from customers for a long time, and the engineering department has produced samples for three or four months. Machine maintenance or equipment installation has been delayed.  Supplements were not in place, the canteen hygiene and food quality could not be resolved for a long time, and the samples sent to the customers by the salesman were not classified, labeled, and lists, etc. These are the specific manifestations of not listening to the customer's needs.  The second is to work from top to bottom.  The highest and the lowest are manifested in the following aspects:

Unclear about the labor of duty.  Many management cadres don't understand their responsibilities, what they should do, what they shouldn't do, they don't know how to expand their work around customers, and they can't distinguish primary and secondary, and priorities.  There are some people who is subservient to the superior, is bullying to subordinates..  Solving problems and communicating matters always bears the banner of superiors, and there are always instructions given by the leader, arranged by the manager, and requested by the supervisor. There are no principles and opinions for handling matters.  In fact, he never had a clear definition of his responsibilities or that of his department

Lack of initiative in work.  Many management cadres have inertia in their minds. They forget to do things which supervisors not remind them, they are too lazy to do things if there are not supervised, and they do not seriously do things that the leaders do not care about.  This type of management cadre will always only do things that are temporarily assigned by the superior, never listen to the voice of the client, and never reflect on how to do and how well his job is done.  Because they didn't have a customer in their heart, they wouldn't go to the scene to understand the customer's demands. They always going everywhere and doing nothing all day.

 Role dislocation. The role dislocation is mainly reflected in the functional departments of the company. For example, when the company's Logistics Department deals with the production department's failure to complete the production task on time, it only knows to deduct points according to the reward and punishment system, which leads to a lot of deductions and problems still unsolved for many supervisors, and does not know to go to the workshop to understand the actual situation and help the workshop to solve the problems. In addition, our quality management department, when the finished products are put into the warehouse, through the OBA inspection, finds that the batch of defective products, and then traces them back because of the first inspection confirmation. At this time, our quality management department takes the most frequent way to deduct points or report for handling according to the first article confirmation, and rarely uses the mentality of serving customers to implement targeted coaching and training for workshop employees. It is important to know that when companies set up these functional departments, they not only want them to play a supervisory role, but also want to improve the management level of production units and increase effective output through their services.

Innovation on the basis of satisfying others. Whenever I have the chance, I like to take our team to the bottom of the sea to have hot pot. On the one hand, I prefer the value-added service of Haidilao in addition to dining. For example, while waiting for dinner time, Haidilao will provide some snacks, leather shoes for men, manicure for girls, etc.; while dining, Haidilao will provide customers with intimate services such as clothing covers, glasses cloth, apron, mobile phone covers, etc. Just from the taste of Haidilao hot pot, there are not many characteristics. However, these seemingly ordinary services make customers feel at home and warm. On the other hand, I hope our team can enhance the service awareness, embed this service spirit into the brain, deeply plant in the heart, and take it back to the company, and take root in Ouhai while experiencing the intimate service of Haidilao. At the same time, I hope our team can learn from Haidilao to provide customers with more convenient, intimate and warm services on the basis of satisfying all hot pot stores. For example, our security guard can hold an umbrella for the visiting clients in rainy days, pour a cup of hot tea for the candidates of the company and take them to the interview site, and carry luggage for the new employees who report to the company; when planning the dormitory and arranging the dormitory, comprehensively consider the age structure, education background, living habits, work time difference and other factors of the employees, such as arranging the older employees in the lower bunk and putting them in the lower bunk The non-smoking employees are arranged in the non-smoking dormitory, the employees who need to work at night are arranged together, the employees who live regularly, go to bed early and get up early are arranged in the same dormitory, the "night owl" type employees are arranged together, etc.; our logistics management personnel should learn more about the characteristics of the employees, and make some thoughtful arrangements according to these actual situations, so as to make the employees live comfortably. This is also the embodiment of "family" culture in the corporate culture of "building the army, school and family" advocated by our company.

 I hope that when all departments practice the value of "let people feel amazing through service", they will consider problems from the perspective of customers, understand customers' demands more, and provide better, more convenient and more intimate services for the objects you serve through some reforms or innovations. Only in this way can the service you provide meet or even exceed the expectations of customers.