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企业必须有备加完善的售后服务网或维修服务站,才有可能达到顾客满意,对中国企业来说这是很简单的经营常识。诸多企业依此常识大力发展维修服务网,并对那些随身携带工具包的维修师提出自带抹布、自备茶水等工作规范,而且在公司文化建设中骄傲地宣传如何秉承“优质服务”精神,殚精竭虑地达到顾客的要求。这些对中国企业来说,显然是一大进步。但是,如果对事情的认识仅停留在这一层次而沾沾自喜的话,中国企业将远离精益生产的竞争趋势而丧失竞争优势。让我们把认识推进一步,所有的这些服务行为都代表了一种修补的习惯,企业容许质量错误的发生并时刻准
A company must have a complete after-sales service network or service station to be able to achieve customer satisfaction. This is a very simple business knowledge for Chinese companies. Many companies have developed the maintenance service network based on this common sense, and put forward work regulations such as cleaning cloths and self-provided tea on the maintenance engineers who carry the tool kits. They also proudly advertised how to uphold the “quality service” in the company’s cultural construction. Spiritually, fulfilling the requirements of customers. These are obviously a big step forward for Chinese companies. However, if the understanding of things only stays at this level and they are complacent, Chinese companies will be away from the competitive trend of lean production and lose their competitive advantage. Let us push our understanding further. All these service behaviors represent a habit of repairing.