Building the "iron triangle" of customer service

On July 13, 2020, at the regular meeting of managers on Monday, Mr. Wang Fenghua, general manager, elaborated on building an "iron triangle" of customer service, that is, to improve the ability to tackle key problems in business, the ability to deliver logistics products, and the ability to realize and guarantee the products of engineering quality control.

The competitiveness of enterprises includes concept culture, operation mechanism, innovation ability, products and services, etc., which is ultimately reflected in receiving more orders and delivering more products to customers. If you want to receive more orders and deliver more products, you can't do without the ability of tackling key business problems, the delivery ability of logistics, and the product realization and guarantee ability of engineering quality control. Only by building a stable "iron triangle", can we ensure the effective output and stable income of enterprises.

Improve the ability of tackling key problems in business

There are three aspects of business capability. One is to optimize the organizational structure. The organizational structure of the business department should be divided according to different regions and countries. The personnel serving customers, such as salesmen and designers, should also be allocated according to different regions and countries. Because the culture, national style and popular elements of different countries are different, such as the humorous and romantic nature of the French, the rigorous rationality and meticulous mind of the German, the casual and informal manner of the Americans, and the pursuit of aristocratic atmosphere by the British people, the differences in the national characteristics and cultural concepts of different countries lead to the differences in their aesthetic views, which will eventually be reflected in the products Go ahead. Then, as a designer, we should design different styles of products according to their cultural concept, national characteristics and popular elements. When planning product catalog and new product recommendation, salesmen should also conform to the taste and characteristics of different customers. Only in this way, we can be targeted at our customers and improve the hit rate of new products. Second, process standardization. One is that sales budget, new project development, new sample recommendation and sending, customer information collection and feedback should follow the standardized process, and be combined with it. Secondly, business process standardization also includes daily work such as email reply, sample display, system maintenance, visiting customers, preparation for customers' visit, accompanying customers to visit and explain, etiquette of receiving and sending customers. Only by establishing a set of standard process and standard operation guide can we ensure that there will be no leakage in the work. The third is the professional requirements for people. To improve the ability of tackling key problems in business is also reflected in the requirements for people, that is, specialization and quality in the "four modernizations" of the company. Specialization and quality are not only reflected in the understanding of customers' intentions and products, but also in the details of service. In the process of communication with customers, salesmen should be careful, be good at observing words and expressions, and be able to accurately observe customers' intentions and psychological activities. If we want to establish a long-term cooperative relationship with our customers, we should not stay in the cold transaction, but also be a "warm" person. For example, we should remember each customer's birthday, send greetings, blessings and send greeting cards to the guests at Thanksgiving and Christmas

Improve product delivery capability

Integrating resources and completing tasks is one of the main functions of logistics department. In order to complete the product delivery within the sign off delivery period, the logistics department must do the following work. One is to integrate resources. The logistics department should plan, arrange and allocate the internal and external resources related to product delivery, such as human, machine, material, environment, etc. as a chess game. We should dredge up where there is congestion, support where there is lack of resources, divert where there is waste, report and track where there is abnormality We should make the best use of everything and make the best of people. The second is to get through the circulation relations among teams, departments, internal and external. It includes the integration of supply chain, the implementation of continuous production mode of sheet and plastic, the implementation of team, department and internal and external assembly line production mode, so as to integrate information flow, logistics and data flow. Third, quick response and attention to results. With the customer's product delivery cycle becoming shorter and shorter, the delivery time of some customers is shortened from the original 90 days to 45 days. When the product lead time is shortened, the time left for us to deal with the exception will be shorter and shorter, or even no time to handle the exception. If we procrastinate in dealing with the exception as before, and can't solve the problem quickly, it will lead to delay of orders, customer complaints and delayed compensation. The logistics department should report and record the abnormal situation at the first time, and effectively control the processing progress of the exception. It is not allowed to report for the sake of filing or to file a case. The purpose of rapid response is to ensure results. Actions and processes without results are worthless.

Improve product realization and support capability

The company's development strategy is to "lead the way by development and prosper the enterprise with quality". It is the main task of technology development department to improve the product realization ability. No matter how good the design concept is, if it cannot be realized by products, then the products you design can only stay on the drawings. In the trial production stage of new products, we should consider the mass production and rapid production of large products. That is to say, in the new product planning stage, we cannot realize the design concept through repair and repair, but should realize the standardized operation of the product in the trial production. Through NPI planning, the BOM, process, process flow and staff work efficiency are standardized, and the product inspection standard is determined according to the specific requirements of customers and industry standards. In terms of quality assurance, we should strictly follow the company's system, process and requirements from incoming inspection, process three inspection (first inspection, inspection, final inspection) to oba inspection, as well as various laboratory tests. And every quality abnormality should be analyzed through data and charts, and the main causes of poor quality should be analyzed, focused on improvement and training, so as to avoid the recurrence of similar problems.

The "iron triangle" of sustainable development of enterprises is to improve the ability of tackling key problems of business, the ability of product delivery of logistics, and the ability of product realization and guarantee of engineering quality control. We should not only play a leading role in the engine business, but also play the role of the transmission shaft of the logistics department, but also play the role of the escort of engineering and quality control