Careful users may already feel that, in the field of construction machinery, various manufacturers are quietly launching a series of service activities, giving gratitude to customers and giving back to customer service cards.
Search for this and catch the following message:
On May 10th, the Longjing excavator's “100 Thanksgiving China Trip†large-scale customer return visits took place in full swing.
On May 20th, the large-scale customer visit activities of Loeb excavator “cool summer†were carried out nationwide.
On May 28th, Luxe's ​​"Thanksgiving Customers, Touching the Market" service and thousands of miles of visiting activities were held in Wuhan.
On June 8, the launch ceremony of Sany Crane Miles was held in the Sany Crane Industrial Park.
On June 20th, Zoomlion Concrete Machinery Co., Ltd. launched the "Blue Care" service Wanli Tour event.
On June 22nd, Shandong Lingong's “SDLG excavator†service vehicle Wanli line event was held.
On July 7th, the Xugong Crane's "Value-added linkage, XCMG integrity service Wanlixing" ceremony was held.
On August 6, the large-scale return visit of Sandvik Mine Construction Machinery's “Customer Care for the Northeast†achieved a complete success.
On August 8th, XGMA “gratitude for sixty years and work in concert with customers†was held at the General Factory.
On August 18th, Doosan (China) held the launching ceremony of 100,000 special care activities for Doosan Machinery in 2011 in Yantai.
......
"Gratefulness," "caring," "value-added," "large," and "million-mile" lines are rumors of services and service activities. It goes without saying that such activities have brought a splendid service market. Before, the author The personal point of view is described in the "Price Warfare" of "vigilance service." Today, we hope more to face “prosperity†and put forward our own ideas and views on service-oriented organizations. In view of the limitations of personal knowledge, we have to criticize and correct them.
1. Constructing an organizational structure suitable for regional development is a team service system built to better achieve organizational goals. Different types of organizations have different organizational structures. For the agent, the author thinks it is a typical service organization. On the one hand, the agent does not produce the product it sells. On the other hand, whether it is the sales behavior of the agent or the after-sales maintenance of the product, it all reflects the service. The figure, such as product consulting information solutions, equipment selection, providing construction programs, financial services, operator training, maintenance services and customer relationship maintenance.
Since agents have more service attributes, they should fully consider the factors such as the market and customers in the process of setting up the organization, as shown in the figure below.
In the above figure, more emphasis is placed on emphasizing customer-based benchmarks, and by integrating the setting methods of divisions based on company functions in the past, weakening communication costs among functional departments, accelerating service processing speeds, optimizing service processes, and enhancing back office support. For the customer-related business segments, a dedicated centralized management department is formed to refine the customer service management work, seek the refinement of the customer service interaction process, and ultimately achieve refined services and irreducible levels.
Construction machinery industry: how to seek new breakthroughs in service. Hc360. However, for a growing agent, although the organization has all the above-mentioned functions, it is not necessary to set up matching personnel and positions, especially just starting out. The agents, as far as possible to simplify the organization, the implementation of "one more posts" system, "small, complete," the setting will increase the difficulty of the operation of the agents.
Second, establish a service system to meet the customer's "appetite" As we all know, customer needs include explicit demand and implicit demand, today, most of the company's service process is not lack of supervision and assessment of customer satisfaction, that is to say The “eyes†of finding problems, but seldom take into account the “appetite†of customers, and lack of research and adjustment of “appetiteâ€.
If the perfection of the service management system is compared to the maturity process of a living organism, then the stomach is an important organ of the living organism. If a body needs to grow healthily, it needs to fully absorb and digest the stomach. nutrient. For services, the improvement of customer satisfaction is important, but the analysis and research of customer expectations, customer classification management at service level, system planning of service brand activities, implementation and effect evaluation, service development trend forecast and guidance, policy-oriented The establishment of service evaluation models and so on are the basis and guarantee for maintaining the continuous development of the service system. Simply pursuing the indicators may obtain short-term performance and win fresh flowers and applause. However, if there is no scientific and pragmatic infrastructure, and the establishment and development of a system that meets the long-term development of services, it will be equivalent to blindly pursuing the growth of life. The recipes developed by the "stomach" for the development of scientific recipes do not cause the "deformation" of the living body, but may cause "malnutrition" to fall.
In the service process, customers' "appetite" varies due to different group attributes. Such as large customers, they may be concerned about the glory of services brought to him, concerned about whether to set up consignment warehouses at customers, whether to regularly conduct training and exchanges of professional (maintenance, maintenance, construction skills, equipment cost management, etc.) for customer personnel, whether Set up a full-time service team, etc., but all service activities that are different from the general customers will attract them. Of course, they prefer to partner with the company. For individual customers, they have more “appetiteâ€. It is to solve the nutrients needed to maintain the "body" and to obtain energy that allows the body to walk further.
Third, to create a team's personality "Sword" has caused heated debate, even by scholars, managers, layers of reference, comments, many of which are protagonists of personality analysis. From this perspective, in the Chinese team management, the personality of the team leader often becomes the personality of the team. Of course, this may conflict with certain management ideas, but this is not necessarily a bad thing. The environment requires Chinese-style management ideas and models. Secondly, if the leader of the team lacks individuality, there is no clear or even extreme management thinking or unique thinking. The direction of the team may become ambiguous. There is a saying that "strongly no men and weak soldiers" and "will have a raging nest" are enough to explain the rationality of the team leader and the team's personality.
The above-mentioned personalities are more biased towards management thinking and individual style. However, if individual characteristics of individual personalities are used for management, they may cause the loss of certain organizational abilities, such as a technical type. If the managers choose all the technical personnel and do not configure personnel such as human resources and administrative management, such service organizations are not sound and are not conducive to long-term development. The author believes that members allow their unique personality in management thinking, but the organization must also accept individual members with different differences and functional divisions to complement each other and advance the development of the organization.
IV. "Forcing" the growth of employees Here, using the word "persecution" to describe a company's attitude towards the growth of employees seems to be somewhat unappealing, but the author does not think so. For a service-oriented organization, especially when a young member accounts for the majority of the team, the development trajectory and career planning of its employees may be ambiguous for individuals, and if the organization can guide them in terms of policies, The heights that they can reach through hard work will greatly inspire employees' enthusiasm for work and even reach the point of fanatical work. If the performance target is colloquially referred to as a “cakeâ€, the employees will firstly compare the height of the “cake†with the distance from their own after they learn this “cakeâ€, and once they form this “in the mind of the employees†When the pie is out of reach, and the speed of the 100-meter sprint is not catching up with the sensory impression, his working condition may have a psychological effect (passive work). Of course, if this is not enough. Sometimes “cakes†drop a few sesame seeds or manage them through administrative means. This may create short-term passion and motivation for work, but it is only a flash in the pan. Once the "pie" is run into, it is natural for everyone to yearn for it. This will allow some people in real life to have the illusion of "hero" in incidents or speculation. To “force†the growth of employees is to break down the goals of the organization into individual “cakesâ€, and the height and distance of “cakes†are neither remote nor accessible and must be “recruited.†The experience of hungry body skin can be obtained. In this way, the “forced†employees who are pursuing work actively work to give full play to their personal initiative to work and bid farewell to the passive work mode, and then accumulate day after day, year after year, whether it is personal work enthusiasm or The team's overall capabilities will be steadily improved. "Forcing", the organization is dedicated to meet the staff's growth needs of "nutrition", and staff feedback to the organization is the initiative and creativity of the work.
The vocabulary feedback such as extremes, paranoia, etc. is the degree of ideological cognition, but the author believes that breakthroughs in service need to have such concepts and ideas. Obedience is only the implementation of existing directives, and the rapid development of services urgently needs to break the conventional wisdom. Eclectic.
Search for this and catch the following message:
On May 10th, the Longjing excavator's “100 Thanksgiving China Trip†large-scale customer return visits took place in full swing.
On May 20th, the large-scale customer visit activities of Loeb excavator “cool summer†were carried out nationwide.
On May 28th, Luxe's ​​"Thanksgiving Customers, Touching the Market" service and thousands of miles of visiting activities were held in Wuhan.
On June 8, the launch ceremony of Sany Crane Miles was held in the Sany Crane Industrial Park.
On June 20th, Zoomlion Concrete Machinery Co., Ltd. launched the "Blue Care" service Wanli Tour event.
On June 22nd, Shandong Lingong's “SDLG excavator†service vehicle Wanli line event was held.
On July 7th, the Xugong Crane's "Value-added linkage, XCMG integrity service Wanlixing" ceremony was held.
On August 6, the large-scale return visit of Sandvik Mine Construction Machinery's “Customer Care for the Northeast†achieved a complete success.
On August 8th, XGMA “gratitude for sixty years and work in concert with customers†was held at the General Factory.
On August 18th, Doosan (China) held the launching ceremony of 100,000 special care activities for Doosan Machinery in 2011 in Yantai.
......
"Gratefulness," "caring," "value-added," "large," and "million-mile" lines are rumors of services and service activities. It goes without saying that such activities have brought a splendid service market. Before, the author The personal point of view is described in the "Price Warfare" of "vigilance service." Today, we hope more to face “prosperity†and put forward our own ideas and views on service-oriented organizations. In view of the limitations of personal knowledge, we have to criticize and correct them.
1. Constructing an organizational structure suitable for regional development is a team service system built to better achieve organizational goals. Different types of organizations have different organizational structures. For the agent, the author thinks it is a typical service organization. On the one hand, the agent does not produce the product it sells. On the other hand, whether it is the sales behavior of the agent or the after-sales maintenance of the product, it all reflects the service. The figure, such as product consulting information solutions, equipment selection, providing construction programs, financial services, operator training, maintenance services and customer relationship maintenance.
Since agents have more service attributes, they should fully consider the factors such as the market and customers in the process of setting up the organization, as shown in the figure below.
In the above figure, more emphasis is placed on emphasizing customer-based benchmarks, and by integrating the setting methods of divisions based on company functions in the past, weakening communication costs among functional departments, accelerating service processing speeds, optimizing service processes, and enhancing back office support. For the customer-related business segments, a dedicated centralized management department is formed to refine the customer service management work, seek the refinement of the customer service interaction process, and ultimately achieve refined services and irreducible levels.
Construction machinery industry: how to seek new breakthroughs in service. Hc360. However, for a growing agent, although the organization has all the above-mentioned functions, it is not necessary to set up matching personnel and positions, especially just starting out. The agents, as far as possible to simplify the organization, the implementation of "one more posts" system, "small, complete," the setting will increase the difficulty of the operation of the agents.
Second, establish a service system to meet the customer's "appetite" As we all know, customer needs include explicit demand and implicit demand, today, most of the company's service process is not lack of supervision and assessment of customer satisfaction, that is to say The “eyes†of finding problems, but seldom take into account the “appetite†of customers, and lack of research and adjustment of “appetiteâ€.
If the perfection of the service management system is compared to the maturity process of a living organism, then the stomach is an important organ of the living organism. If a body needs to grow healthily, it needs to fully absorb and digest the stomach. nutrient. For services, the improvement of customer satisfaction is important, but the analysis and research of customer expectations, customer classification management at service level, system planning of service brand activities, implementation and effect evaluation, service development trend forecast and guidance, policy-oriented The establishment of service evaluation models and so on are the basis and guarantee for maintaining the continuous development of the service system. Simply pursuing the indicators may obtain short-term performance and win fresh flowers and applause. However, if there is no scientific and pragmatic infrastructure, and the establishment and development of a system that meets the long-term development of services, it will be equivalent to blindly pursuing the growth of life. The recipes developed by the "stomach" for the development of scientific recipes do not cause the "deformation" of the living body, but may cause "malnutrition" to fall.
In the service process, customers' "appetite" varies due to different group attributes. Such as large customers, they may be concerned about the glory of services brought to him, concerned about whether to set up consignment warehouses at customers, whether to regularly conduct training and exchanges of professional (maintenance, maintenance, construction skills, equipment cost management, etc.) for customer personnel, whether Set up a full-time service team, etc., but all service activities that are different from the general customers will attract them. Of course, they prefer to partner with the company. For individual customers, they have more “appetiteâ€. It is to solve the nutrients needed to maintain the "body" and to obtain energy that allows the body to walk further.
Third, to create a team's personality "Sword" has caused heated debate, even by scholars, managers, layers of reference, comments, many of which are protagonists of personality analysis. From this perspective, in the Chinese team management, the personality of the team leader often becomes the personality of the team. Of course, this may conflict with certain management ideas, but this is not necessarily a bad thing. The environment requires Chinese-style management ideas and models. Secondly, if the leader of the team lacks individuality, there is no clear or even extreme management thinking or unique thinking. The direction of the team may become ambiguous. There is a saying that "strongly no men and weak soldiers" and "will have a raging nest" are enough to explain the rationality of the team leader and the team's personality.
The above-mentioned personalities are more biased towards management thinking and individual style. However, if individual characteristics of individual personalities are used for management, they may cause the loss of certain organizational abilities, such as a technical type. If the managers choose all the technical personnel and do not configure personnel such as human resources and administrative management, such service organizations are not sound and are not conducive to long-term development. The author believes that members allow their unique personality in management thinking, but the organization must also accept individual members with different differences and functional divisions to complement each other and advance the development of the organization.
IV. "Forcing" the growth of employees Here, using the word "persecution" to describe a company's attitude towards the growth of employees seems to be somewhat unappealing, but the author does not think so. For a service-oriented organization, especially when a young member accounts for the majority of the team, the development trajectory and career planning of its employees may be ambiguous for individuals, and if the organization can guide them in terms of policies, The heights that they can reach through hard work will greatly inspire employees' enthusiasm for work and even reach the point of fanatical work. If the performance target is colloquially referred to as a “cakeâ€, the employees will firstly compare the height of the “cake†with the distance from their own after they learn this “cakeâ€, and once they form this “in the mind of the employees†When the pie is out of reach, and the speed of the 100-meter sprint is not catching up with the sensory impression, his working condition may have a psychological effect (passive work). Of course, if this is not enough. Sometimes “cakes†drop a few sesame seeds or manage them through administrative means. This may create short-term passion and motivation for work, but it is only a flash in the pan. Once the "pie" is run into, it is natural for everyone to yearn for it. This will allow some people in real life to have the illusion of "hero" in incidents or speculation. To “force†the growth of employees is to break down the goals of the organization into individual “cakesâ€, and the height and distance of “cakes†are neither remote nor accessible and must be “recruited.†The experience of hungry body skin can be obtained. In this way, the “forced†employees who are pursuing work actively work to give full play to their personal initiative to work and bid farewell to the passive work mode, and then accumulate day after day, year after year, whether it is personal work enthusiasm or The team's overall capabilities will be steadily improved. "Forcing", the organization is dedicated to meet the staff's growth needs of "nutrition", and staff feedback to the organization is the initiative and creativity of the work.
The vocabulary feedback such as extremes, paranoia, etc. is the degree of ideological cognition, but the author believes that breakthroughs in service need to have such concepts and ideas. Obedience is only the implementation of existing directives, and the rapid development of services urgently needs to break the conventional wisdom. Eclectic.
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