Chaofei (Veter Star Digital): How to deal with conflicts between the two systems of the company? For example, a system says that quality is the fundamental of the company's survival; another system also said that customers are centered; and there is sometimes conflicts between quality and customers. In this case, should we be treated by the customer?
Zhu Guanghui (Hanhua Consulting): I don't look at this problem so. What should we do when the customer is in a hurry to ship, and what should we do when we have quality problems? At this time we have to make a decision. I think there is no contradiction between the two systems.
Why is there no contradiction? He is a small customer, you shipped him according to his request, doing you have no guilty, but this may be guilty of a large number of customers, your long-term interest is affected. I think the customers referred to in the "customer-centric" purpose is a broad definition, not to a certain customer.
The products made by the R & D department may have a problem, and the market has to be very urgent. Finally, I got out of the goods. As a result, one hundred units were sent, and they were hit by hundreds, and the loss of the company was large. So doing so so that the overall interest of the company is lost, and this will make a bad atmosphere within the company, so that employees think that our process can not go, so that the company's loss is greater.
Of course, when the company is small, we still have to move the customer, because this customer is a big customer for the company, lost his company may be bankrupt; but when the company is big, this customer is a small customer . So we still have a trade-off process, not to say that all companies have to handle them in the same way.
Mainly depends on the proportion of this customer accounts for your total sales, in your opinion. If this customer accounts for 95% of your total sales, you will send the goods in the past and serve him; if the company has developed, this customer only accounts for a total of your total sales. First, then, if you think guilty, he can't ship him, and you can't give this customer. So I think this is not contradictory.
