Rio Tinto LITUO: Good equipment, made with heart!
是企业为解决生存和发展的问题的而树立形成的，被组织成员认为有效而共享，并共同遵循的基本信念和认知。 Corporate culture is the basic beliefs and cognitions established by enterprises in order to solve the problems of survival and development, which are considered effective and shared by the members of the organization, and they follow together. Corporate culture embodies the core propositions of a company's operation and management, and the resulting organizational behavior. Corporate culture, or corporate culture (Organizational Culture), is an organization's unique cultural image composed of its values, beliefs, rituals, symbols, and ways of doing things.
Rio Tinto LITUO's corporate culture is "customer-centric". We treat suppliers, my employees, and our products as our most respectable partners, and reward our customers with service and product quality advantages.
Rio Tinto believes that customer value is the customer's evaluation of service results based on demand and perception as the core. From this simple definition, it can be seen that customer value should include three basic elements, namely: customer demand \ service result \ customer perception. These three elements constitute the triangle of customer value.
Rio Tinto Brand (abbreviation: Rio Tinto) Brand Notes:
Strive to meet customer needs as a goal (force)
Open up markets with customers (extension)
Taking innovation as the path of enterprise development (innovation)
Provide the most energy-efficient products to society
The value of the customer depends on how well the customer perceives the result of the work, that is, customer satisfaction. Therefore, the evaluation of customer value should be based on customer satisfaction.
Customer satisfaction depends on the gap between results and needs. There are three types of results:
1 \ Customer perceived service result is less than customer demand, that is, customer dissatisfaction. This is the first result and the worst result.
2 \ The service result perceived by customers is equal to customer needs, that is, customer satisfaction. This is the second result, which is the most basic requirement of a customer.
3 \ Customer perceived service results are greater than customer needs, that is, customer surprises.This is the highest stage of customer value, the realm that companies should strive to pursue, and the most fundamental starting point for maintaining customer relationships.
In the creation of customer value, it can be logically divided into three major stages:
1 \ Grasp the customer demand stage. The main task at this stage is to accurately and objectively grasp the customer's demand, because only by grasping this demand can we provide a clear and clear measuring scale for the evaluation of service results. The demand is too high. Will directly affect the input-output efficiency of the service results provided; on the contrary, if the grasp of the demand is lower than the actual customer, it will cause the customer to be dissatisfied with the perceived service results. Therefore, grasping the high requirements of the demand is just right. This requires us When grasping the needs, it is important to put the customer first and let yourself fall back. The needs that you understand cannot be equated with the needs of the customers. This is very important and basic. Of course, when the customers grasp the needs, there is a significant deviation. We have the responsibility and obligation to fully communicate and negotiate, but the customer's needs are ultimately up to the customer.
2 \ The second stage is to meet customer needs. In the service process, we must always work around customer needs, take customer satisfaction as the basic requirement, and work strictly in accordance with our workflow \ work specifications to strengthen our entire Process quality control to ensure the correctness of service results.
3 \ The third stage is to surprise customers. This stage is based on the second stage, but it is higher than the second stage. In the process of providing service results, it is necessary to strengthen the emotional communication of customers, pay attention to details, and pay attention to As a result, we pay attention to the emotional needs of customers. Only after we have done this stage of work can we say that we have created value for our customers; and only after we have done this work can we establish strategic cooperative relationships with our customers. Our How well the business is doing depends on how good this part of the work is and how many customers reach this level.
Knowing these three major logical stages, what are the main factors affecting customer value? What kind of management model is adopted? Where are the key control points?
First answer the first question. To clarify the influencing factors of customer value, first return to the three elements of the definition of customer value. Therefore, it can be clearly seen that there are three main factors. One is from the customer side, such as increasing customers Demand \ customer's unreasonable and unsatisfied needs, etc. The second is from the enterprise. For example, the problem of service ability is specifically reflected in the inaccuracy of demand management \ consultant ability time pressure management, etc .; and the level of service management For example, the monitoring of service quality is not in place \ cooperation between departments. The third is due to the impact of results, such as obstacles to process communication \ invisibility of consultation results, etc.
The risk of the first aspect of the factor can be avoided by contract in the early stage of contact and negotiation; we should pay more attention to the second aspect of the factor, the second one is resolved, and the third influence factor is also resolved.
So the second question, what kind of management mode does the company use to implement customer value? I feel that there should be four aspects, namely:
1 \ Personnel management ---- What kind of workforce do we have. Personnel management includes personnel recruitment and training, service standards and standards, service personnel quality and ability, performance evaluation.
2 \ Process Management ---- How do we provide services to customers.
Process management is a service step that aims at solving problems and focuses on service processes. External processes are the key point of customer contact and the key to control.
3 \ Capability design --- what services can we provide to customers. Capability design is the comprehensive problem-solving ability of service products, service processes, service facilities, and employee skills, and the target customers and their own service models are determined accordingly.
4 \ Brand management ---- What kind of company are we? Brand management is the comprehensive service perception brought to customers in long-term services, including corporate values, business philosophy, professional capabilities, differentiation and tangible CI image . Example: Zion Consulting's philosophy is results-oriented (results are early, self-retreat)
The third issue is the key control point of customer value, which is the key point of the company's contact with customers. This is mainly reflected in the key points of contact with customers in external processes. For example: customer interviews \ questionnaires \ management training \ high-level communication \ Results provided \ After-sales service and other points need to be focused and controlled during the entire service process. Only by grasping these key points can customer value be better realized and our Customers surprise and promote the common growth of customers and enterprises.
: 回流焊波峰焊锡膏印刷机自动贴片机自动插件机自动化标准与非标准设备 Rio Tinto LITUO Products : Reflow Soldering Wave Solder Paste Printers Automatic Placement Machines Automatic Plug-in Machines Automation Standard and Non-standard Equipment
电子应用企业与各科研院校 Rio Tinto LITUO customers: electronics application companies and research institutes
满足客户需求，创造客户价值。 Rio Tinto LITUO brand concept: to meet customer needs and create customer value.
提供节能安全的电子设备解决方案，以客户省心放心为服务标准。 Rio Tinto's LITUO service concept: to provide energy-saving and safe electronic equipment solutions, with customers at ease as a service standard
打造全球电子设备供应及服务为一体的国际品牌。 Rio Tinto LITUO's goal: to build an international brand of global electronic equipment supply and service.
General Manager: CHENJIAN 2011-05-01