On December 27, the 2019 "Exceeding Service" speech competition of China Wool Door Industry Co., Ltd. was successfully concluded in the Zhengzhou factory. In order to better reflect the fairness of the game, it is divided into two groups: workshop and logistics. After the preliminary and finals, there were 6 winners. The list is as follows:
Liu Cuiting of the seventh plant, Second Military Commission of the second plant, and Wang Chaoqun of the second plant
Finance Department Zhang Jing, PMC Du Ting, Human Resources Department Liang Yixin
2019 is the year of transformation and upgrading of Sino-Women, and beyond-expected services are the activities of Sino-Women throughout 2019. The purpose of exceeding the expected service is to serve the company's "high-end real estate service provider" strategic decision-making, cultivate the craftsmanship of all employees, and increase the added value of products. Let all employees know what they want to do through an in-depth analysis of their positions. What to do? Which did not do it? Which can be done? This translates into corporate profits and promotes corporate development.
First prize in production line: Liu Cuiting
Service beyond expectations
Good morning people in Zhongwo family! Hello judges, I'm Liu Cuiting from the Seventh Branch Factory. Let me give you a speech "Exceeding Expectations, Serve More than Expecting Yourself".
Although I haven't been in the company for a long time, with the daily work and weekly meetings, I slowly understand the goals and spirit of our China Door Industry. I still remember a propaganda slogan: Focus on 1 centimeter and dig deeper than 10,000 meters. The following points are my cognitions and actions of unexpected service in my post.
First of all, what is unexpected service? Beyond expectations is to do more than the original requirements of customers. For example, the customer wants one. First of all, we have to think of one and two to achieve 1.5. Take my own job, when designing the window type, when the client does not provide a window type diagram, at least three or more window type diagrams should be designed in the first time, and each window type diagram should be marked. The advantages and disadvantages are for customers to choose. When customers provide window diagrams, they must also analyze and calculate carefully.
For example: For a casement window, when designing the conversion frame, if there is a fixed sash, I will compare the size of the fixed sash and the opening sash. Whichever area is smaller, the conversion frame is designed above the small area. To maximize the interests of customers. There is also the optimization rate of profile cutting. When making a batch of windows, the amount of profile needs to be calculated, and each profile must be used to its fullest. How to do this? It is to modify the length of the raw materials. For example, in the same batch of windows, according to the size of the window type provided by the customer, during the optimization process, the conventional material selection is six meters long, and the optimization rate is 85%. When I appropriately modify the length of the raw materials to six meters, the optimization rate is 95%. But once I went to the workshop, the stocker took the optimization sheet and said to me, "You have a little bit of material, which is not very good." At the time, I also refuted him and said, "It would be better if the feed heads are all 0, so the waste rate is reduced." But he said: "Not everyone is as good as I am. If the technology is almost the same, it will cause the last material to be undersized, and you will need to re-cut the material. You said that the material head is 0 or not 0".
When I went back, I reflected on this question, and also remembered that President Zhao had talked to me about who is your "customer"? I also reflect on thinking about the customer as a customer and ignoring another customer. So I worked through the calculations and modifications repeatedly overnight, and came up with a perfect optimization order, which did not increase the difficulty of cutting the next process and saved the cost of the customer, increased the profit of the customer, and obtained a price advantage for the company's product bidding.
Then there is quality and construction period. Speaking of quality, this is what everyone is most concerned about and most worried about. The next step is to turn this worry into relief. Since our 7th branch factory has just been established, the recruited workers have not been engaged in the door and window processing industry and are unfamiliar with the production process. I consulted many materials and produced a concise and easy-to-understand operation instruction manual.
Every process must be taken seriously during the production process.
For example, when making a stack of windows, we must take it seriously from the beginning. The sawdust produced during the production process must be cleaned at each step until it is packed. Before packaging, you must carefully check whether other processes are completed. There is a construction period. Speaking of the construction period, I have a deep understanding. I came to Zhongwo to apply for logistic work. I never thought of going to the workshop to work, not to mention that I had to work overtime until 10 o'clock every day to catch up with the construction period. At the time, I also caught up with my child's illness. I took her to get an injection during the day and went to the workshop to work overtime at night. In order not to overdue, I did it and it exceeded my expectations.
In the end, my recommendation for exceeding expectations is not to exceed the budget, to exceed expectations. Customers need to exceed expectations without increasing costs. The surpassing suggestions for myself are: go to the study, go to the car hall. From designing optimized profiles in the office to production in the workshop, every step has to exceed expectations.
Thanks to the Chinese and Chinese families and the judges for listening! My speech is over.
Participants take a group photo
First prize in logistics: Zhang Jing
Service beyond my expectations
Dear family members, good afternoon, I am Xiao Jing from the Finance Department. The topic of my speech today is "Exceeded Service in My Heart".
"To seek happiness for the Chinese people and rejuvenation for the Chinese nation." This is the original intention and mission of our great Chinese Communists. As a very socially responsible company that listens to the party and follows the party, China and China continue to meet the needs of customers, achieve a happy life for employees, and build the China and China brand as its original intention and mission. Therefore, we have put forward the "exceeded expectation" service concept. The so-called "exceeding expectations" are, in my opinion, actions that exceed the expectations of others. The so-called "services" generally refer to a type of activities that provide convenience to each other. Exceeding expectations means that the work we do exceeds what others expect of us in advance, thus bringing a sense of happiness and satisfaction.
Why go beyond expectations? Here, I want to analyze it from three aspects: word of mouth effect, peak-end law, and bowling law.
The first is word of mouth. According to market surveys, only 14% believe in advertising, and 90% believe more in acquaintance recommendations. Among the factors that influence consumer purchasing behavior, recommendations and opinions of relatives and friends rank first. Therefore, excellent products and good services make our customers speak for good products, actively talk about and recommend products to others, and spread word of mouth, so that new transactions are continuously generated.
The second is the end-of-peak law. "Peak" is the peak and "end" is the end. The law of end-of-peak means that people's feelings and points of memory depend on the experience at the peak (peak time) and at the end (end time), and people have little or no experience in this process. Memory, this is the end-of-peak law. Speaking of this, Haidilao has to be mentioned. When the service staff sees the snacks you like, at the end of your meal, they will pack some to give to the customer, and think carefully if they are full of happiness.
The third is the law of bowling. The goal of bowling throwing is to knock down 10 bottles at the same time. It seems that there is not much difference between knocking down 9 bottles and 10 bottles at the same time, but knocking down 9 bottles can get 90 points and knocking down 10 bottles can get 240 points. The "Bowling Rule" is also called the "120 Rule." If the customer's expectations for service are set to 100 points, when the enterprise achieves 120 points, the marginal benefit is the highest. Why is it 120 points instead of 150 points? Because beyond-expected service is not achieved overnight, excessively high standards may bring a heavy burden on the enterprise, and the threshold of 105 or 110 is too low, which is easily imitated and surpassed by competitors.
In order to better perform the unexpected service, we can start from the following aspects. Employees are the foundation of a company's sound development, and Zhongwo people demand their jobs beyond expectations. Zeng Qinggui, the leader of the installation of Zhongwo, found that there was a problem with the tube well door when installing the model door in Lingbao Country Garden, which affected the installation. While reporting the actual situation to the company in time, he tried to cooperate with Party A to solve the problem. Due to the tightness of the model room, more than three in the morning the next day, Zeng Qinggui led the installation team to drive more than 50 kilometers to the site to solve the problem, which was well received by Party A. On the tenth anniversary of the company, Wang Jianzhang, our purchasing manager, actively exerted the strength of the people around him, saving more than 30,000 yuan for the company. This is our Zhongwo people.
Secondly, we should focus on relationships with suppliers. The quality of raw materials provided by suppliers is the key to improving our product quality. In order to better provide the supplier with better-than-expected services, we insist on reconciling with the supplier at the beginning of each month to ensure that the accounts are clear and that the supplier is assured of us; on the 15th of each month we insist on paying the supplier on time and let Suppliers are more confident in our cooperation; Sino-Women's family leads suppliers to Europe, which makes suppliers feel warmer. I believe that Sinowo will be the most reliable partner in the supplier's mind.
Again, customers are the driving force of our development. In order to better serve customers beyond expectations, we must first provide good products and installation technology. I think that when we conclude the contract and complete the installation, we are actually half the job. What we should do next is to provide consumers with good after-sales service. Therefore, I propose that we can set up after-sales service points in each city. For those who purchase our products, we can perform free on-site inspections, repairs, and free replacement parts services for them every year. In addition, I think we The customer experience should be improved. Mr. Yan's car wash service provided free car wash service for customers who came to the factory, which greatly improved the customer's experience at the factory.
Finally, I want to emphasize the sense of rules. Rules are not for constraints, but for better service. I feel that obedient obedience and meeting all the requirements of the other party cannot achieve the ideal state of service beyond expectations, and it will also cause a heavy burden on our work. Therefore, we must let the other party understand our rules. For example, my current position is required to pay on Mondays, Wednesdays, and Fridays, and no longer accept any payment slips after 4:30 a.m. This rule is made because the bank manually stops processing after 5 a.m. every day Any business, and we are on Tuesday and Thursday to collect funds to make the role of funds greater. If we do not formulate this rule, the other party may not be aware of the problem. If we encounter a more urgent payment, and our funds are tight at this time, or the time when the bank accepts the business, or a network problem, the payment will be caused If we do n’t get the account, it will cause a lot of trouble. If we often emphasize with the other party, the other party may want to arrange the payment in advance, reducing the possibility of such situations, so it is necessary to emphasize the awareness of rules.
Provide moderate and unexpected service, let customers enjoy a good experience in cooperation with us, enhance confidence in working with us and promote our products and services to others around us. The real service is not about talking. The real service is intention. Service beyond expectations, our intentions, you rest assured.
Thank you all, my speech is over.
President Ma's concluding speech
High-quality service is our constant commitment to Party A's users;
Service beyond expectations is our eternal pursuit of service quality!