Everything Is For Customers And The Front Line

At the general manager's office meeting on July 26, 2021, Mr. Wang stated that everything is for customers and the front line.

From the company's concept of “building a service-oriented manufacturing enterprise”, we can see that Ouhai's positioning is manufacturing plus service. Service is everything for customers, win customers' trust through service, and establish a solid cooperative relationship with customers. The workshop and business department are the front line, and all management activities of surrounding departments should focus on the production and business front line.

Everything is for customers.

With the improvement of the epidemic situation in European and American countries, the orders received by the company increased greatly from the end of 2020 to the beginning of 2021. In the last one or two months, due to the limited capacity of the factory and the untimely allocation of orders, the business manager often received expediting emails or telephone calls from customers, and even some customers complain directly to the top of the company. Through the analysis of customer expediting orders, it is found that some orders are customer complaints caused by our delay, and the other part is a significant reduction in customer inventory or out of stock. Customers hope that we can ship as soon as possible. Whether the order is delayed due to our own reasons or the order that the customer wants us to ship as soon as possible is the customer's demand. From the perspective of service, we should meet the customer's requirements and should not offend the customer. In 2007, the company put forward the service theory of “1 = 0, 1 = 100” that specific meaning of is “seize opportunities and create advantages. That is, we should grasp every opportunity and pay attention to every detail of customer service. For us, perhaps a small mistake will lead to the loss of a customer and the waste of previous efforts. Maybe grasping one opportunity will create infinite development space, obtain 100 or even more cooperation opportunities and create more economic benefits.” The company hopes that every management cadre should understand that customers are our parents and the source of benefits created by the enterprise. If the water of the source is cut off, our mission, vision and goal will not be realized. In particular, when the order load of glasses enterprises is generally heavy this year, if other enterprises can’t meet the needs of customers, and we can meet or exceed the expectations of customers, it will create a competitive advantage for the company.

Everything is for the front line

What is the front line? The front line is a place to attack, conquer the mountains and ensure output. In implementing the purpose of “everything is for the front line”, we should learn from the Communists who pay attention to “going deep into the masses, seeking truth from facts and emancipating the mind”.

1. Deep into the masses.

Deep into the masses means going deep into the grass-roots level, understanding the actual situation of the grass-roots level through research and carefully listening to the voice of employees. In 2012, the company asked middle and senior management cadres and office staff to “go to the countryside” for one or two days every quarter to work with grass-roots employees in the production (business) line to experience the hardships of front-line employees. For example, let the logistics personnel work in the barrel rolling room, polishing workshop or painting workshop for a day or two. Let them experience what it is like to work in this environment. Only when they experience it personally, they will understand the importance of “retaining people with the environment”. For example, let the person in charge of logistics, engineering or quality control work as a business assistant in the business department for one or two days to start with the business manager, such as handling customer complaints, making orders, shipping, expediting, inspection, etc. In this way, the heads of delivery, quality or development departments can really understand the voice of customers and the situation of business manager in the face of customer complaints. The company promotes the “going to the countryside” of senior executives and office personnel, which aims to let the service department understand the actual needs of the served department, and fundamentally realize the impact of their shortcomings on others and the direction of improvement in the future.

2. Seek truth from facts.

The purpose of investigating at the grass-roots level and listening to the voice of employees is to enable management cadres to deal with problems based on seeking truth from facts, rather than sitting in the office talking on paper. For the surrounding departments, on the one hand, they should do a good job in service. Only when the service work is done well, can the production workshop be energetic to attack. On the other hand, when the service work is done in place, the surrounding departments should supervise the front-line departments to do things according to requirements and standards. In other words, the surrounding departments have both the obligation of service and the responsibility of supervision, which is complement each other to the production department.

3. Emancipate the mind.

Emancipating the mind is to face and solve problems. Many times, our management cadres can't face problems and float their work on the surface. For example, the company promotes the use of tablet computers for first article confirmation, three audits, final inspection, 6S audit, process audit, etc. However, because the operation process is too cumbersome and the picture transmission speed is too slow, it wastes the operator's time. When solving this problem, we should not debate whether it is the problem of network speed or the problem of system program, but should recognize  the fact that the operator is inconvenient to use and affect work efficiency. As a planning department, we should face the reality, help employees solve problems, avoid formalizing these quality control processes planned by the company, and even force employees to resort to fraud because of poor operation.

Everything is for customers is to adhere to “customer-centered”, regard customers as our parents, pay attention to every detail of customer service, meet or exceed customers' expectations, create more cooperation opportunities and win competitive advantages for enterprises. Everything is for the front line is to deep into the scene to understand the situation, seek truth from facts, dare to face and solve problems, and do a good job in grass-roots service, so that the employees on the front line can feel at ease to attack the city and pull out the stronghold and create more output.