Quality, service quality, customer is the best judge. Enterprises in the social benefit and economic benefit of binary target selection, only always adhere to the "prestige first, the customer first" principle of service, providing customers with civilization, superior quality, efficiently, standardized service, and to seek larger development space.
From reading. Interview --
The trend of economic development promotes the enterprise management. "Take the customer as the center" alternative "as taking the market as the center", has become planning and designing Co., LTD. Is the core of enterprise culture.
"Take the customer as the center, is the realization of sound and fast development trend and the objective request. This service is not common sense of service, but a embodies all-round consider for the customer, the advanced, active civilization, high-quality, efficient, and standardized services." Three years ago, jiangsu province in planning and design institute limited liability company general manager ZhouQing when accepting a reporter to interview will have a deep feeling ground say, "only remain forward-looking thinking, continuous innovation and create customer service concept of a kind of brand-new, scientific and normative service concept, service pattern, service standards, service mechanism, and strict inspection rewards and punishment mechanism, can let customer satisfaction".
Company to create "customer satisfaction" star enterprise "as an opportunity, forge ahead, continuous innovation and strong quality of the image, a" high starting point, high standard, high requirement planning, high load action goals, the hard way." In recent three years, the company in production management, technical innovation, quality management, internal management, customer service, the enterprise culture of jiangsu institute etc advantages and characteristics, the output value per Labour productivity and profits, and technical innovation, comprehensive strength etc., the main index ranks the same big before.
The honor to follow. Companies in the production management, marketing, technical research, personnel training, design quality, enterprise management, the party's construction, enterprise culture construction, etc., 30 times higher recognition or rewards. By By ministry of information industry company for two consecutive years as "advanced enterprise" communication design, By national youth civilization, 1 provincial youth civilization 2, Nine consecutive years in jiangsu telecom company has been appraised as "civilized unit", eight years in jiangsu province "civilized unit".
For outstanding enterprise, customer satisfaction is the highest reward. Take the customer as the center, the jiangsu courtyard reflects the new.
From the strategic height of global and customer service ", "scientific, creative and practical, in" the prestige first, the customer is supreme "the opportunities and challenges in the new self
"Customer satisfaction" star enterprise "and" realization for activities, and fast development, constructing harmonious beautiful enterprise "is the important measure. It melts ideological and political work, professional ethics, institutional constraints in one direction, clear and specific requirements for improving the overall quality of the staff, strengthening comprehensive construction company has very important significance.
Self-compression steps. In early 2004, the company for 6 years in jiangsu province honorary titles, civilized unit management unity in thinking, the consensus: want to promote enterprise "achieve sound and fast development, must take civilization, high-quality, efficient, and standardized services ascend to a new level. Companies established "consolidate and enhance, deepen, extension" policy, and extensive customer satisfaction "star enterprise", "against". Through the development of customer service ", "look back, high standard, consciously find gap, links, and the whole level of weak grasp on the working thoughts of" creating ", according to customer service, customer service, advanced individual advanced collective - the star enterprise customer service, develop and create chain issued the "customer satisfaction" star enterprise "assessment method and the implementation opinions of such documents, clear guiding thought, create goals and tasks, time steps and measures.
JuGeLi management. Deepening the civilization, high-quality, high-efficiency, standardized customer service activities, we should first perfect network, careful organization. A company is established to create "customer satisfaction" star enterprise "work leading group, the establishment of the institute also corresponding production organization, responsible for coordinating comprehensive office guidance and supervision inspection, the inspection rewards and punishments, etc. Work. The company formed level 1, level 1 grasp the responsible for creating system, create jobs, "customer satisfaction" service brand, to advance the great-leap-forward development provides the powerful organization guarantee. 2 be creating import ISO9000 quality management system, outstanding to customer satisfaction, standardize work process evaluation, perfecting the form, make whole post responsibility system, employee behavior standards, norms and post operation of professional ethics, and to create fine management work. Beginning with the various departments, the company signed the responsibility of management, customer service, as an important content of effective stress. Companies will also be customer service and cadres, use, promotion, and distribution of prizes examinational link, execute a ticket veto, the real work to create practically. Three is to create leadership for the employees, for the department for the first, second, and all the service for the customer, show a good image of the company.
Innovative ideas casting brand. In the extensive publicity and start, on the basis of the "four centering on staff working ideas, carry out all work to create. One clear goals: internal and external customer fast response to reflect. Namely a slogan: satisfying the needs of customers, create customer demand, clients. Laying a foundation: grasp basic, tree image. By "the youth civilization" and "zhigongzhijia" and "heroine ShiFanGang" and "service" for activities and star, establish a ideal, morality, culture and discipline of high-quality staff team. Make a card: through customer service satisfaction, build let all the enterprise brand recognition. In the beginning, the company will create in all party member cadre "project, contact a customer service on the steps, an employee contact, customer service without offending; contact a job," the post dedication WuYuanYan searc "activities. Sanlian All the staff of "check their style is practical, consider as jiangsu institute in the service person good example; check their words and deeds, consider whether a person is newly ½ to Sue in daily behavior courtyard struggle" and "model of two check two to" activity. 3 years, has more than 200 employees were evaluated the outstanding workers, and customer service.
The ideological education heavy effect. Creating a "unity and struggle, love and devotion" atmosphere, make company become full of vigor and vitality, rich in the modern breath for customer service, laying a solid foundation. Thought In recent years, the company in this manual (3) in the employee handbook and safety manual GuanBiao manual), and five publication (design, design, engineering, marketing life weekly express), information, weekly published this atlas, Building a website 2, "The soft strength and China international status", "keep alarm" 43 seminars, "Three love a worship" (patriotic, love, love and devotion), "SiXin project" (customer warm-hearted, attentive, repeatedly patience, persistence) of a theme education; 16 etc. Carry out ", create outstanding achievement spirit of television speech contest, "arms" happy ideal, "essay" exhibition activities, promote enterprise employees, harmonious "series of engineering project activities; nearly 20 Giving lectures, seminars, theme party (group), activities, the enhancement enterprise's cohesive affinity, and centripetal force. Only healthy, energetically company successively in the 2007 is life ", website design, media ZhangHui launched NiXiaoWei DaiChunLei WuChenYun, XuLong, and etc, GeLiPing YangFeng, 23 different positions, and different types of advanced, and 43 typical employee advanced production on the wall. Motto
Centering on "customer satisfaction" this point, establishing advanced management idea, management, continuous innovation management, laying a solid foundation, high-quality service "in" the connotation and extension of the breakthrough
Management is the productivity. The management level of ascension is the inherent requirement of the enterprise development. Scientific, standardized and effective management, customer service "for" a complementary continued "fast track".
With standardized operation, management and system on the stage. Comprehensive "to blame, hillock DingGang quantified standard, officials said, comprehensive assessment of the standardized management mode," one of all jobs, clear standard, responsibility, work flow, longitudinal and transverse clear about the standard of three-dimensional management system. The employee behavior standards issued to employees, professional morality and behave in principle, business behavior etc. Make that clear. Perfect "target responsibility system", "the consultant system", "service commitment system", "within specified time" and "responsibilities" and so on a series of effective process.for four years, a comprehensive system of process, the dynamic management, customer service and supervision. Consciously summarizes "five employees, do not let" "don't let customer service work here in my delay; do not let to deal with things here in my delay; do not let me here in various errors occur; do not let me be left out here in the jiangsu province; don't let me here in affected by", achieves "zero distance" service, "zero defect" performance, in return for "zero complaint" satisfactory results. Company pays attention to make customer service concept to the daily work, and each of the telephone set with service brand of greeting, office, conference room, hall hall texters are set service propaganda. In the employee handbook of enrichment "stand out, smiling service", and the content of 10 several speeches, grooming training. Every department, into the company is gentle and politeness looks, phone companies, each one phone would be an active and enthusiastic service.
In a performance evaluation for perfecting the incentive mechanism. In comments company every year, on the basis of the production and business operation and promulgated amended at award appraisal, employee performance, compensation management system, ensure the management goal evaluation system of the effective implementation. Key implementing personnel allocation, and field, officials said DingGang paid five, and insists on-demand SheGang, two-way choice, easy to move, p.dubois hillock, effective integration paid internal human resources. All staff establish firmly on competition, pay by post dedication, To set fixed salary, hillock guangzhoumetro.it paid; Just three ShiCai, comfortable hillock, performance evaluation for emphasis on performance evaluation, rewards and punishment, incentive, education and training, competition, career development, and create a mechanism innovation and &striving, positive, the good atmosphere. With diversified services for the direction, internal reform. In 2007, the company according to customer service, timely adjust internal organs, communication, southwest, transmission, mobile, architectural design institute, 7 5 management department, six branches. According to the development trend of diversification, increase IT value-added business volume, Implement project general contracting, accelerate the business expand, Develop new technology research, guide and promotion, marketing planning, enterprise development strategy planning, management consulting research, Provide technical support, the group project design, and in the light of the group project, extend the group project, expand the product design business. Through the optimized combination, more flexible and business division mechanism is more reasonable and more outstanding direction, to seek more space to lay a solid foundation.
Customer satisfaction as the center, production management standard. "The professional and comprehensive, do better," as the goal, new scientific planning, to achieve "design meticulously, innovation, continuous improvement". In production management, according to the different characteristics of the domestic and overseas engineering design, project construction, timely tracking system of weekly progress, To strengthen the coordination between departments and professionals, To strengthen the management and implementation of the project, and province, branch network construction, and timely communication with related departments, providing information, ensure the implementation of the project. In the process of management, implementation, pay attention to the key measures communication channels and solve difficulties through implementation of project management system strengthening production coordination, According to the project and emergency work, production and project implementation of dynamic management personnel between yuan.
With quality management for further.it, honest and image building. According to the requirements of the modern enterprise system, in the implementation of quality, environment and occupational health and safety "three standard" management system. Perfect engineering services and quality management system construction, improve the quality of project design, strengthen the audit authorized strength, Adhere to project implementation, quality tracking HuiFangZhi closed-loop control, Do major project design pre-examination: The professional design verification files, technical communication, design, project summary HuiShen various forms of design documents, analyze and assess, strictly. Company nearly 3 years grading customer satisfaction survey has greatly improved. Company nearly 2 years of excellent design and consulting won a prize, jiangsu, including 103 mobile business operation support system centralized renovation project communication engineering, national high quality project silver medal award level, number one ranked the same. Companies pursuing 30 service ", namely "zero distance, zero error, zero complaint, nearly 3 years in the profession TouSuLv customers at the lowest. Company for many years has been awarded "excellent enterprise in jiangsu quality management," 2005 China communications engineering society was awarded as "national advanced communication design enterprise".
At modern times, the first-class education, science and technology, post skills, technology upgrading, to enhance the ability of new technology research, accelerate the communication mode, create new, to provide users with new business experience
"The problem is our customers." Company multi-level and multi-angle, form accelerates technology research, technical exchanges, training talents, etc, and constantly improve the pace for customer service ability and level.
Daxing technology research, good for the customer service. The research on company in 2007, soft subject research, standard management measures for approval, and the project topics, implementation and management, review and promotion, the rewards are defined, etc. Closely follow the communication technology company, to 3G mobile communication, "and the soft exchange, IMS, FMC, IPTV, ASON, telecom IP bearing network, such as WIMAX new technology, new business research. In the process of transformation of telecommunication operators, committed to the business system, project evaluation and management consulting business system, develop for operator continuous effectively to provide comprehensive, diversified, individuation, differentiation and integration consulting services. Company nearly 3 years to finish technology innovation, 310, soft subjects for the country and 131 customer saving investment nearly 20 billion yuan, of which only a tower body moves in jiangsu province is usually 120 million yuan. Due to the strong technical strength, high quality, engineering design qualification in national communications company in the industry with the highest level, type.
The wind, daxing technical exchanges by customer service. Company technical committee in technology plays, research, professional tracking integration, academic exchanges, standardization of design, production efficiency, promote internal and external technical exchanges. Improve the working system, audit, clear and responsibilities. Regularly carry out professional committee, new technology, new research to solve the problem, business research, design, and improve overall standard compiled engineering consultation, engineering design brand. In the office online launch the "blog" and the technical problems and professional technical improvement project for discussion, formal operation has been registered users about 140, 107, post total theme. 408 According to the existing personnel structure, professional ability and professional development, production tasks, and design institute of China adopted mode of cooperation, set and effectively promote professional fusion.
The wind, daxing training can improve customer service. Efforts to cultivating high-skill talents and the outstanding citizen education funds, annual per capita per 10,000 employees in training of 128 hours. Middle-level cadres in MBA, sponsored by 100% above positions in MBA core courses of all employees and workplace learning. According to statistics, this will only MBA core curriculum, total GongBan, nets, beautification regulatory network antennas 23 training, and new technology, 3G network communication and development trend of optimizing 28 seminar. Etc. The accelerated learning - E, network platform construction speed training institute has already begun to take shape.
Every department, every employee become civilized window representative enterprise image, providing fast, efficient and warm service, jiangsu institute becomes a beautiful scenery line
Customer service, need to have a reflection of consciousness, the perspective-taking and sincerity. Company staff, especially a staff, always consider how do something to meet customer's interest? Company continuously amplified customer service brand effect, let customers get real benefit.
Innovation mechanism and implement customer service. Integration of company resources, adopting "professional operation, polymerization linkage mode of operation, the" charge of the production, technology and market related departments and production unit, local services, clear responsibility of market, establish the operation department, to cooperate with other units inter-departmental customer service channel. Vigorously promote customer manager system for units with regional, rich experience and understanding of technical selection of enterprise operation staff communication as customer manager for local customers, provide customized service. So far, the company has established more than 30 offices worldwide and six branch, services to more than 20 provinces of more than 30 operators and government agencies, throughout Asia, Africa, North America, Europe and other countries outside, 28 market rates for 87.5%, than the highest in the colleague. The company was awarded excellent operator partner, customer satisfaction, customer such MEDALS 49 100 letters of commendation. General manager ZhouQing have regrets ground say: "involved much is not important, the important client is done." The company staff, also reflects a realm.
Perspective-taking, customer service. Play to the technological advantage, the company of customers through the market research, the investment analysis, practical, and good customer form closer client strategic partner. With the network optimization, the reconnaissance design rules network based management consulting, project, increase the proportion of projects such as BP preparation. Market researchers to guide operators to take some reasonable construction mode, flexible service mode, creating breakthrough. Traditional business level, the integration of resources, design, technical support services for customers, trying to reduce cost and shorten the construction period. In the new business level, expanding network planning, consulting, excellent service, network continuation of life cycle. In many forms of service innovation (such as the use of resources (tag and coordination (e.g., called planning, engineering, operation and maintenance for solutions), together by the customer high praise, in jiangsu, guangzhou, shenzhen, meizhou and customer review times won the first prize. Architectural design institute in xinjiang, Inner Mongolia and other places, and customer communication difficult way far, such practical 24 hours standby, telephone by customer consistent high praise.
Pour true heart of customer service and devotion. The company is a common YueHao new employees with sincere service, he won the trust of customers. At the same time, summarized a set of service experience, experience and practice in the company representative: avoid saying "no", and tell them what to do for him, Many of the questions to think, Initiative, avoid blame for their customers. Return to service, continuous improvement... actually, this company has come into fashion. In Pakistan earthquake, ivory coast gas leak, Nigeria kidnap hostage, Indonesia, Iran's unrest debris such catastrophes, working overseas workers regardless of personal safety, with the enterprise credit, to finish each task, production, In Iran, employee communications road test equipment to carry a week-long imprisoned by misunderstanding, immediately after the release into Iran's project. With the planning design task is arduous, engineering design personnel not a full years of holidays. Each courtyard and extensive star service, providing customers with 24 hour omni-directional, the whole BaoMShi "service". According to not complete count, company staff of nearly 3 years to help customers solve technical problems of more than 300 pieces (times).
The literary attainment. Sequence, Through the exploration and innovation, the company customer service work in practical developing, innovation in ascension, rich and full of vigor and vitality, influence and effect. Only by vigorously implementing strategic management, talent strategy, strategic culture, service strategy, can we truly achieve the customer satisfaction and popularized enterprise brand. Company will establish firmly "credit first, customer first" philosophy, for the customer provides the omni-directional, the civilization, high-quality and high-efficiency service, make the characteristic, production of the company management, technology management and image ethos. Leap
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