Shi Pack - is always the first to work in the company, and people who go to work late. The young executives he struggled quickly and found that they would like to use timeout work to win the attention of this general manager. It is in vain. The top of Shkermen believes that they are slightly strong than those on time, and they are stubborn!
Shi Pen hosted this "Gonsumer Consumptions" (CC Company) has been 35 years. He and his partner Maste, two people started with a grocery store, and many years have developed into many retail stores. and also
Manufacturing and selling kitchen appliances, also have a credit card company, handling shopping loans, and even a car rental industry.
CC has always made money, because Shi Pams and Ma Shite advocates that commodity prices are lower than others, and the financial industry will try to pay the highest interest.
However, in the past 10 years, CC's market share and profit margins have declined year by year, because customers are not satisfied with their product quality. This situation is especially obvious in the operation of credit card companies. Average 65% of the account per month will at least once. Factory manufacturing refrigerators and dishwashers, the number of free repairs during the repair and guarantees of the product return, and spend a lot of money. The quality of CC's maintenance personnel is the first in the business community, but even if they are all issued by CC's products and services, it makes fatigue.
Shickmen hire quality problems in the low quality of workers, and also adopted actions of punishment. His assistant often said: "Shi Pen believes if we can reply to the old days - cut, there is no problem!"
Shi Pa Gate is a person who is strong, spiritual and shaking, and what is the one who has a priority. He took a big step through the company's hall, stepped firm, will succeed. When he cruited the various plants of CCs, when the company, the kind of thing that lacked the efficiency, even the senior corporate consultant sighed.
Problem
Ma Shi is responsible for operating the manufacturing industry, and the Shkermen is responsible for the service industry and the financial industry, and he is also the highest supervisor. At their last management meeting, Ma Shite raised a typical issue of CC companies. After the meeting was returned home, he quietly felt, leaving the Shishou door to face the problem to be solved.
"The refrigerator we produced will take 4 maintenance per unit in the first year," Ma Shi report: "According to our plan, there should be only 2.45 repairs. This high-service truck puts our result of our income. "
"The maintenance personnel do not completely repair things in the first time!" Shishou said: "Find some new maintenance personnel, remove the old people to change!"
"I think this can be done!" Ma Shite said.
"The recent production line of the dishwasher has dropped." Ma Shite said again: "They have stopped working for some parts last week."
"Downtable? Downtime?" Shkermen said: "Don't you do anything else? How is our factory open? If you always stop working at a small thing, what product we take? Maintenance personnel What should I do? "
"The people of the credit card department think they need more training courses, so as not to make mistakes."
"Call them to hire experienced people. We are not working in school. We can't get staff, they are got to be able to check it up. Whoever has been to customers before, whoever is committed to walk."
"Someone in last week will ask me to temporarily send a direct mail, because there are some small mistakes. I told them that the tube does not have a certain standard. Anyway, those who love the mistake will not buy. Your things, so don't want to make things perfect for things to go public. We have no extra money to spend the tube! ".
Blurred dream
A week after the funeral of Ma Shite. Schles door is a bus with a bus at night. When he arrived at the station, the sky was dark, and the street light was not bright. Shi Pam clans the newspaper in one hand, holding the official package with a hand, and heavily under the car. When the bus is in full swing, he also found that he seems to have a mistake; this place is a bit different from the past, in fact, it is very different; the front of the original is an air, standing in a factory building. In the dark, his only can see a bright room behind a door and door. A hateful, very uncomfortable feeling.
Shi Pam turned around, but the road in the fog seems to disappear, and it seems to have a short time, the bus will not pass here again.
As a result, Shi Pa Gate hungly stepped, and the door showed the light. The plant will always have a phone. He can call a taxi, or his neighbors can
Take a pick-up of him - just he really doesn't know where you are.
History door walks into the room, and an aged woman sits behind the reception desk, looks up at him: "You must be Mr. Shi Pen." She said.
"How do you know my name?" His mouth was eating her, I felt that my mind turned into electricity, and my face turned to pale.
She didn't seem to notice. "Now you agree. Please go forward, turn right after passing the door, go to the fourth warehouse on the left, he is waiting for you."
"Who is waiting for me?"
"Don't waste time, go. The fourth question warehouse on the left." She said that she was looking into the magazine.
Shi Pagare was forgot to have a sense of fear. He didn't think of it, and the manager told him to ask him to invite the quality improvement seminar, because of the incompetence of employees, the emotional competition is the same. He glanced at the old woman and stepped into the door to the opposite door. Through the door, the face is a wide factory, the light is dim. Shickmen is not a person who is arranging, but it also feels that this house is a cleaning, it is modified, it is too cold.
Going together in the corridor, after the first warehouse room, he saw a man sitting in the office, holding a document on the table, even on the chair, on the floor and a large stack of files. Shi Pamen stopped looking at the man to work, and that person did not lift his head.
In the second bunk room, a woman is busy with a large pile of different types, size and size. Those who have been shipped from the distance from the distance. She first tested the label on the box, and then posted one up, then put the box to another door, push it; but those suits will come from the original The door is sent in, so the woman is busy.
The Shishou gathered in the stomach to the third bunk room, found that it was empty, but when he passed this room, he suddenly fought an inexplicable fear.
However, before the fourth room, he was completely stunned. The inside is his friend Macate, sitting on a small bench, the surrounding department is a refrigerator, motor, toaster, dishwasher, washing machine, dryer, electric hemp, etc. One house, Maste and his toolbox have almost everywhere.
Ma Shite only looked up with him - "Yes, Shishou door is me. I can't tell you too much, I have to make these things quickly."
"What is going on here?" Shi Pam said: "Where is this place? The old woman outside the counter is really rude!"
Ma Tuite looked at him from the glasses. "Close your mouth, sit down, Shishou, I promise them a lot, it is not easy to come here, so you should be willing to waste time there. I want to give you a chance to save yourself. Before we haven't started talking, let's take a look at the room next door, the empty, go. "Retribution
Shi Pack quickly stood up and ran to the next room. He is almost scared. The room was actually his office. It's just that the office is full of files, and the wall behind the desk is smashed. He sees a lot of products behind the wall, just like his friends are getting.
He rushed back to Maste's room. "How is this? Please tell me, what are you doing? Why is my office next door? What is going on?"
"I was working in various products, services, and companies in the past 40 years. You remember 1957, although I know that the water hole of the new dishwasher is a bit too big, but still call them as usual. Is the goods? "
"I don't really remember!" Shishou said; "We have too much in this kind of thing!"
"Okay! In short, we have 24,871 in our goods will leak. Now they are waiting for me to repair, see those toaster? I am responsible for buying wire raw materials, the specification of those wires Do not match, so some toaster is on fire. I have to help the 367,298 roasted breaders reel the wire. "
"Why do you have to be punished?"
"Because we caused someone to live in life, we don't have good quality tattles to prevent these missing - this is the reason why I felt. And, I have to sit here, day after day, until the end of time. Because When I finished these things, I have to deal with the paperwork of service company; the work will not be finished! "
"What is going on next door?"
"They are ready for you, just wait for you. Don't be afraid, your death has not arrived, they have time, they will be patient!"
It immediately sighed and sat back to the chair and repaired the toaster, and the Shishou stood. He shook his head and picked it on his back. I want to determine that this is dreaming.
Maste opened: "They also put a computer terminal to specialize in my work. It is very strict. Every time I have made everything, the decision of stupid and shortcomings is recorded here. It also lists all the impacts caused by those decisions. Do you remember to have anyone commands the cast iron plant to give up the tube? "
"Of course, let us save $ 35,000 every year."
"Yes, but because of this, there are seven vehicles -" He leaned over and see computer, "No, 8 buddy trains are waiting for me to repair. And, if I don't have work on time every day They will aggravate my job. "
"Do you want me to do, Ma Shi?" Shi Pam said: "What is the relationship with me? Why do you have to come here?" Ma Shi is going to answer, but he is truncated: " What is the woman who makes the baggage? Those luggage have been around the circle. "
You will find
"She was originally managing luggage in a big airport. The suitcases were disrupted to find the owner; it was because she didn't train her hand, and did not make the program to make the program will be messy. So much baggage. She will never finish the baggage box. "
"You are also - like, Shkermen. These years have always thought that the tube can be available. Unless you change the style, it will be closed in the room I next door, 24 hours a day. Always busy forever Keep. There is no rest time, no visitors, no meeting - only those you have caused by yourself. "
"That is a terrible idea." "That still said!" Ma Shite answered.
"But I am just doing things like others! I am not particularly bad, I don't want to hurt anyone. But my responsibility is to make the company make money, efficient."
"I think, you will find that make customer satisfaction and reducing employee troubles, is the only way to make money, anyway, you still have a chance, I hope you will grasp."
You said: "'You will find', what does this mean?"
"There will be 3 teachers to visit you: past tubes, modern tubes and future tolls. If you don't do any changes, you are now your future. I have to go, Shker Do you have to leave here. "
Suddenly, everything disappeared, and Shkermen heard a voice to him: "You should get off, Mr. Shkermen."
He woke up, is that a bus driver talks to him, he fell asleep. He stayed, and then quickly got up and got up the car and saw the familiar scene around him. He walked home along the street, flying through the front door, putting down all things, lying comfortably on the chair.
Past tube
"Don't enjoy it too. We immediately got it." A voice said.
Shi Pack jumped from the chair, surrounding him, he saw that the old man wearing a bachelor hat wearing a studio. This professor hits him, "Remember me? Shi Pen."
"Professor Bulin, I certainly remember you. I have been in many of your class when I am at university. Your class is always interesting."
"Thank you. Unfortunately, my taught is not fully correct. Now my mission is to try to solve - the problem arising from the ideal concept that I teach students. For you, it is the tube problem."
"Don't be practical? However, we have always been actually practiced. I think it is necessary to reach the highest efficiency. Of course, the tube is also the same. We spend a lot of time to decide how good products have to do more. "
"Let's talk about it, pass through the door, return to the past to travel!"
Professor Brinden took the arm of Shkermen, through the door of the restaurant, came to a classroom. In the classroom, a group of students are concentrating on listening to the young Bringer on the podium.
"We must indicate what is the most important quality characteristic, so employee can recognize what requirements must be achieved. This is an efficient way because the quality tube has to follow the economy. If the tube is too strict It will cost too much, so we must find out the right standard. "
Shickmen returned to Brinden Professor, said: "It is also a good job in the two people and Mastead. We learn to determine quality standards at any time."
"Hey, this sounds good, but the problem is that this way is too embarrassing. Moreover, this said that people who have talented people will spend the time in deciding the product is not good enough." Brinden said .
"If we have cheap energy, inexpensive wages, vast markets and cheap materials, we don't have to be such a kg, but now do everything, you can't make an idealism." Shi Palace said.
"I don't understand what you are saying. Quality is not a specification, it is not something you can clearly specify. You or look at it, or you will never understand, you will be there!"
10x review
The two of them walked to a region around the wire, indicating the "raw material review". Inside, two young people are discussing parts placed on the table.
"I know that the hole is slightly bigger, but we can add a little sealing material in the plastic ring, the machine can still be lucky!"
"However, Ma Shi, if we do this, wait for those sealing materials to dry, the machine will leak. I think we should send the entire batch of parts to the factory red. Do you think, Shkermen?" They said Turn to Shkermen and professors. Shickmen hesitated factory, then said: "I think Ma Shi is doing. If we are blowing, the goods will never have a door, I agree with the sealing material." Shishou turned to the elf of the professor Said: "Looking for them, I can't see us!"
"They see you, but I can't see me, they see you, this batch of parts is the thing that Ma Shite is busy with the terrible place."
Shole door can not help but make a shudder.
"That is a mess, you said, this part is designed to cooperate with other parts. If this part does not meet the standard, the other parts are not good, not normal. This sounds simply nonsense, but The fact is true.
"At that time, you and Mste, and many others, it is not necessary to see the requirements of the requirements too serious. You think that there is always a way to repair."
The general manager of CC's general manager, Zhang Pan, has a sharp swimming, and come to the Shishou.
"From now on, we have to pay more attention to the quality, Shishou. I have a lot of things. Everyone is very worried. Last week, I and the tube manager sent invitations to meet with a big customer. They are Implement the work of elimination, we know that the product must be improved. They don't say play. "
"They are talking about" zero shortage '- all raw materials have to fully meet the standard requirements at all times. If they don't need to do any inspection or test, "said Shi Pams that said:" That can be spent Less money. We have to do a 10-fold search work to determine there is no shortcomings. That is impossible. We have to cancel them at this idea. Temporary delays, they will still count. "
Shi Pan shook his head, "they asked us to hand over a plan, explaining how we will start to prevent problems. They don't want us to strengthen testing, but hope that we will strengthen prevention. They are very serious."
Outdated traditional concept
Shi Pamen considers it. He originally wanted to ask Professor Bincode, but he was afraid that Shi Pubagg thought that he was self-speaking.
"Tell you what we should do. Let's collect all the workers. It is advisable to make everyone in the first time, invite the customers to speaking from the workers, enthusiasing - Let them think that we will improve. Go to the people who are looking for the management department to plan together, do it! "
"This is a good idea, I will do it right away."
However, Professor Brinden shook his head, "Why do you always think that the prevention problem is so difficult? There are a lot of talents in your company, but most of them spend more time to fix the product, but from Don't take some heart to prevent problems. If you have never tried, you don't draw authors. "
"But our business is well done, the money from the maintenance contract is much more than the sale of the TV itself. Although the general expenditure is too much, we will buy a little computer. At that time, the error can be reduced. The business of the car rental company has always been growing up last month. Our business range is more prosperous. "
"Yes, but," Professor said: "As far as I see, your company's quality problems seem to be more serious than you imagine. I hope that you can realize that some traditional concepts that you have convinced in the past few years, it is already outdated Not only this, but also unreal, there is no efficiency and costly. "
"Now I have to go. You will have another visitors to discuss now the current tube. Will it!"
Shi Pack has not returned to God, I found that I returned to the office. "God! I have to go back to a bus again!" He thought. Modern tube
A young and beautiful woman, stepping on the brisk steps to Shishou.
"Good morning, Mr. Shi Pen. I am Beli, I will guide you to visit the modern tube situation. I have a slight study of the quality of the world today. Maybe we can spend some time?"
"This is of course a pleasant thing, but don't you think it is more effective to talk to our company's routiners?"
Belki smiled, "Unless the management is deeply understanding of the role you should play, the quality management personnel have no power to work. We must recognize that senior executive personnel should have a hundred percent responsibility. I am afraid You have to deal with me, Mr. Shi Pen. "
Shishou laughed, no longer insisted on: "Well! Where do we start?"
Bagi took out a leather notepad from her official package, opened one of them and handed it to the Shishou door.
"This is our discussion outline. I think we should first understand the opinions of our customers, then look at what we have taken to improve."
"I have always been proud of our quality," Shishou said: "We are a bit difficult in some places, but overall, we are doing quite good."
"Okay," Bekki nodded: "We start here. A main way of measuring the tube is to see the company's costs for quality and unqualified requirements, that is, all the money spent because of doing wrong things, Including product manufacturing errors, administrative, services and other errors. Your business people don't understand the number of this spending, but we have calculated it yourself, and your financial executives have been reviewed. "
"Hey, let me guess, I think this spent is about 2% or 3% of the business changing! This may be a little higher, but I would rather be estimated to be conservative."
Bagi took a form from the official package and handed it to the Shishou door.
"The results of our calculation are 23% of the turnover. This doesn't include your money paid for the consistency - that is, you have money for inspection, testing and educational employees. Your company has never spent money Education, but the bonus expenditure accounts for 4% of turnover. Therefore, the money is calculated, your company spends 27% of the business. I don't want me to say, you also know that this is your company tax. There are more than 9 times that of the post-earnings. "
Shi Pamen is sitting on the chair, and the lady who is looking like this young and truthfulness is sitting down, and attempts to calm down. This is just ridiculous. How can he never know this amazing figure? He is hard to say to answer.
"I guess you will say, if we can do things in the first time, you can reduce that percentage. However, how much can you reduce? Quality is to spend money."
Quality can save money
She sighed and said: "Low quality is to spend money. Repair, correction, patchwork - these have to spend money. The plans you do will only spend a time. If we do everything is in line with the requirements of the original plan, There will be no additional cost.
"As for how much cost, I can tell you that there is a company similar to your company, within one year, a decrease of half of the quality costs due to the implementation of the new law. Another company is implemented After the time, the cost of quality has been below 5% of the business collar.
"So, after you understand this method, if CC has really strive to implement it, next year, the quality cost can be reduced to 12% of turnover, and it can be reduced to 6% after 3 years."
These words have begun to play a role in Shkermen. This is really a long day. In fact, he simply doesn't know if this is "one day." He has returned to 15 years before he still served as the general manager; but at this moment, he is in "present", and this will be firm, the elevated young lady is together. He knows that he must change the situation.
"I am really dicker by this pile of quality! We have always been this, there is always a way to solve problems. What do you mean? Does our quality have a low phenomenon? If you do this, I absolutely agree that modern workers have more differences than those previous workers! "
"Mr. Shi Pam, you really make me hard to work, the problem is not in the quality of the workers, and even can't say that the management is low. You must know, our products, administrative or service never reached Perfectly, we have never competed. Until recently, products from other countries have made us realize their shortcomings. "
Shi Pack said angrily: "I think you are afraid to make mistakes. Our quality does not lose to anyone, in fact. We have strive to be better."
He turned on the document on the table, found the report of the tube department, and he felt that he was confident and tapped to the young consultant: "This is one of the examples. We are in the electronic combination factory, 10 quality rings are set up. There are 6 people in each group of tubes. They have proposed a lot of good ideas for improvement quality. I believe that this clearly shows that we are working on tube. Those tube circles and different Members, have been disconnected in the past two years. "
Employee is struggling
Beqi looked at his own brochure and asked: "How many employees in CC companies? Mr. Shkermen."
"I thought you must be as clear as me! We now have 3,500 employees."
"So, the employees in the 60-quality pipe circle are really the most valuable young groups. But this small group is really difficult to ensure any progress. What more, according to our survey, those quality management team is quite It is difficult. The members often feel that they are still struggling because the management class does not participate in it. "
Shi Pen asked with concern; "How can they feel that 1 we are fully supported."
Bagi piled forward, "Mr. Shkermen," she said: "You must stop your own mistakes for quality, CC company's affected service and commodities have been honest. Your company's management culture, obviously Prior to progress and cost, the quality is far from the third. You obviously don't believe it, but this is definitely a trick. I suggest that you will call the senior supervisor in the company, ask them to say their biggest problem, please They tell you that most of them are dealing with something. "
Shi Pammy thinks - "If I do it, and you also found that our people are really attached to the quality, then do you will let me calm?"
"We will leave you sooner or later, Mr. Shi Pamen, we just want to help you see the situation. If you don't do it, you can make me believe that you are very good. But if your company, if you follow the past, Is it still survived! "
Shi Pams have found five senior executives to participate in meetings. Belli is sitting in the corner, so that someone is not careless to sit on her.
the biggest issue
"I invite you to come, I want to know the current company. I want to know: What is your biggest problem? And what most of your time is dealing with?
"I really need to know this, to determine if our direction is correct. You also know that today's corporate environment is getting more and more evil, we must take the most practical approach to survive."
These 5 senior executives have looked at each other and then look back at Shkermen. After he hesitated, they opened it.
Helen, the material department, said: "My biggest problem is that the services or products provided by the supplier always mistakes. I often spend a lot of time and lawyers and contract staff to discuss these things, discuss how to handle the way. But, the situation seems to be increasing The more different cake. "Anderson, the production department said:" My biggest problem is to catch the progress. Each day we manufacture 5 products can only ship, this kind of work situation, plus the problem of raw materials, to think It is very difficult to catch up with the work. I often spend a lot of time and budget people discuss, how to make efforts to pay for production, value back. "
Ellis in the tube department said: "Since we must do a lot of inspections, the range of inspection cannot be great. We start working with retail stores and credit card departments to help them find problems. Most of the time It is spent in training for loan. "
Davis, the maintenance service department said: "My biggest problem is how to make our products are working properly. In recent years, the call to repair is a double. I think, that is because the current customers are more than the previous customers. Attractive, most of the time, all arrange attendance time for the maintenance personnel, let them be able to make it more. "
Barbara, the retail product department, said, "What they said is my biggest problem. The goods we received often have problems, nor can we deliver on time, our salesperson often calculate the mistake, the ratio of the customer return is increasing The higher. All my time is traveling in travel, from this retail store to that retail store, motivate the store managers to join more efforts, attract customers to the door, and they constantly ask me to supply good products and competent counter staff. "
Reflections
After a while, everyone is still waiting. Shi Pam glared at Bergi, she shrugged, make a pair: "I am not wrong!" The expression.
"So, I will ask, what do you think of our quality? Is there necessary?"
"Our quality is not bad better than others."
"We spend more money on testing, if you spend more, you have to go bankrupt."
"Quality is quite important. However, if we ship, we will lose our customers. We should use statistical way to control the tube. That will make everything go on the right track."
Everyone will return to quiet. Shishou looked at them asked: "Do you think our management is big?"
"No!" They called, and they were shocked. However, some people believe that the small executives may be able to implement tube training, and it is also recommended that the company has enabled Japanese workers. However, everyone basically believes that the company's current problems are the results of modern society and enterprise standards, and managers have done their greatest heart.
Ellis proposed a saying: "I think the quality problems we talk today are extra. It is impossible to make every person in the first time, it is impossible, so you must protect yourself. .
"We have implemented programs in some ways to reduce errors, and I also believe that it is necessary to make a mistakes that employees should have good attitudes, especially employees in manufacturing, but we must be practical, We must recognize that we are in a real world, and in this world, it is normal to make mistakes. "
After Shi Pamen dispelled these senior executives: "In fact, it is not as bad as you think, and their ideas seem to be correct."
"Really. However, what do they think can't make things change, is important, how is the customer's view to CC? Are you willing to listen to customers?"
"How to listen?"
"Open the TV in the corner."
Customer complaint
Shi Pack picks up the remote control, press New, when the TV starts the imaging, he asked: "Which channel?"
"All," she replied: "and you can talk through TV and customer, ask any questions you want to ask."
A young mother appears on the phosphor screen, she stands in the kitchen, holds her hips both hands, looking at the lens. "Do you are the person in charge of the company that manufactures this refrigerator?"
"Yes, ladies, it is me." Shi Pa door answers.
"You should be ashamed. I have left this refrigerator last month, I have called people to repair 3 times. Now, the refrigerator is stupid to stand there, let my food corruption, just because it It has been a problem, and the parts have to be air. My old refrigerator has been used for many years. I really can't hate it. "
"I am really sorry to meet trouble. Is the service attitude of maintenance personnel?"
"They are very good at their work, obviously, the electrical supplies in the whole city have problems. However, we will not be bother them again tomorrow, I have asked to return."
The woman on the phosphor disappeared and another face appeared.
"I heard that CC's head is going to visit me, really?"
"Yes, Mr., I am Shkerpa Gate. Are you a customer? Which product have you bought us?"
"What product I didn't bought. But I use your company's credit card. In fact, our company has 34 pilot cards. We send credit cards to people who are traveling to reduce cash expenditures."
"This is a good way. I am very pleased that you use our credit card."
"Hey! I am very happy that you feel satisfied. However, our company's financial executives often violently jumped, because the bills sent by CCs every month have a lot of mistakes. And, it is the fault of your company.
"Then when we try to check the account, he receives the telegram of the telegram. If you don't pay, you will pay us. If you still want to keep our customers, I really want to think about it. "
Shi Pa Gate agreed with: "Please tell me your name and company line number, I will ask them to improve."
"We are Hartford Kitchen Company, my name is Wadeford. I wish you good luck, you will take good luck!"
Shickmen immediately called the supervisor of the credit card company, telling him this question, the supervisor promised to reply to him within 1 hour.
Tradition and reality
Shishou turned to Beqi, "I have gradually learned the real situation, but I still think that most of these problems are common in life. Is there any way to correct it? I obviously don't think this is their problem."
"This is the biggest problem," Beqi said: "Improve quality is a consistent operation program, not a short work program, it takes a long time to become part of normal operation. First of all, it is to Make all the 'think leaders' leaders in the company have the same understanding of quality. "
Shi Pa Tou has this point, "No problem. We will collect everyone, please talk about Quality of Quality. Next step?"
Bagi smiled and shook his head: "Ellis itself is the main figure of the so-called 'traditional tube concept'. He is the biggest problem. I think that your company should go outside to accept tube education. They must understand quality The authenticity of management, and in the face of reality, you are the same. "
"There is no problem in doing these things - how much is your so-called 'traditional concept', what is the difference between what we should learn?"
She handed him a small card, which is written above: "The tradition: Quality is good, so definitions are mixed; the reality says: Quality is the requirements, so it is very clear.
"Tradition: High quality comes from inspection, testing and inspection; reality saying that prior prevention is the only way.
"Traditionary said: Employee executive tube is only a standard or almost the same; reality says: Be sure to require, no error, zero shortage.
"Traditionary: Quality is known and compared; reality says: We should calculate the cost that is expensive due to quality inquiring requirements." Shkermen studied the words on this card, "This sound is not too Difficult, I am very boring these statements. But I think the requirements of 'zero shortage' seem to be a little high, not practical. "
Bagi smiles, "Most executives think this. However, please see, this is a credit guarantee card for your competitors. Your refrigerator will take 4.1 repair services per plane in the first year. And their company is as long as 0.02 times, this gap is quite large, and these are actually calculated data. However, their company is still holding a meeting today, the Chair asked everyone to reduce 0.02 times to 0. "
Shishou took a shock: "Are they doing this?"
"They will know this improvement in the old morning, but the executive personnel are recently willing to actually implement it. They are also old stubborn."
Future tube
The phone is ringing, and the Specialist, I apologized, and it was the supervisor of the credit card department. He reported that Hadfu's account error problem has been reduced from 37 times a month to 12 times. Customers are also very satisfied with such improvements. Shipans said that he is very suspicious of customers, and then thank you for his report, and then hang up the phone. After stopping, he turned back and plan to talk to Beqi, but found that she has already gone.
The door opened again, and a casual man walked in, next to a serious man wearing a three-piece black and wearing an official package.
"Are you Mr. Shkermen?" The woman wearing a casual man.
"Who are you?" Shishou said, standing: "What is you doing in my office?"
That serious man cleared the throat: "I am afraid that this office is now Mr. Brandon. Your company announces bankruptcy, he has bought this company by the court."
Shishou stunned, but then laughed: "Okay, okay, you are two! Go out, I don't need any 'future quality tube' to teach me anything, this company is absolutely not Will go on the way of bankruptcy. "
The two people disappeared!
"I decided," Shishou said to himself: "We must solve quality problems."
He looked at Bagi to give him the card, flipped, on the back: "The quality policy of the company is: We will provide customers 'zero defects' products and services - whether it is inner or external, And it is time delivery. "
"I gradually began to know," Shishou said to himself: "I have always been sitting on the sky. The quality of the quality is a rule of law, painting self-limits. Quality is not just formulating or simply demanding that everyone is right, That's in fact, in fact, it must be a way to operate in the company, must unite cooperation in the company to make the company's quality management is appropriate. "
"I not only need zero-shortage products, but also need happiness customers and good interests, as well as other things. We need these, how often we know. However, that must be the result of efforts."
"We must strive to create, is an unpredictable company. We must learn how to do things in a well-known manner, angry and correct way."
"No trouble, that is our goal."
Then he immediately started this!
