What does Haier's sustained high-speed growth benefit from?

Everyone is talented, and horse racing is not like a horse.

How many somersaults can you turn and how big a stage can you build?

Xiao Jinting: A pair of "problem eyes" stems from an "innovative heart"

Washing machine engineer 200 1 college student Xiao Jinting. During his internship in the workshop, he found that it was very inefficient to install the drum with the bearing seat when producing the all-plastic integrated drum washing machine. There are three fixing plates supporting the barrel on the press-fitting fixture of the original bearing seat, and the barrel can only just grasp the edge. Operators need to put the bucket very carefully and slowly, and sometimes even need to adjust it two or three times, which greatly restricts the improvement of production efficiency.

After observing and measuring, Xiao Jinting put forward suggestions to the branch factory: improve the press-fitting fixture and widen the fixed plate supporting the cylinder. The proposal was recognized by the technical department as soon as it was mentioned: feasible. After the scheme is adopted, the operation speed and quality have been greatly improved.

Seeing that his rationalization proposal was adopted, Xiao Jinting was very happy: "In the previous corporate culture training class, I thought it was too difficult to innovate, but on the production line, I found that small innovations and inventions of employees abound. Through this innovation, I really understand the significance of Haier's innovation. As long as I have a pair of' problem eyes' at work, I will definitely find innovative ways to solve problems. "

Quality concept

Excellent products are

Excellent people did it.

Stuart Jura, an employee of Haier in Pakistan: An unqualified screw made me understand Haier's philosophy.

After receiving systematic product knowledge training, Haier people in Pakistan began to practice in the production workshop of washing machine division.

Stevat Jura is a native of Haier, Pakistan. He has just entered the production site, and he is very interested in the assembly technology and operation of washing machines. He has learned it very seriously and quickly. No, under the on-site guidance of the master, Euler has been able to screw the air gun in a very standardized way. Seeing Euler's skillful operation, the instructors nodded with satisfaction. Suddenly, Euler stopped operating. He showed a screw in his hand to the master: "This screw is unqualified and can't be used! If it is used, it will definitely affect the quality of the product! " Euler said very seriously.

It turned out that when Euler first came to the headquarters to receive corporate culture and product quality training, he was particularly impressed by what the teacher said: "Any defective product is waste, such as an unqualified screw will affect the product quality." Now, Euler, who is practicing at the fastening screw station, not only operates in place, but also carefully checks every screw in his hand.

"After a few days of on-site practice, I found that every employee here is working according to the highest quality standards. If something goes wrong in the previous process, he will never invest in the next process! Through this unqualified screw, I have a deeper understanding of Haier's concept: Excellence and zero defects. Defective products are waste products. After returning to Pakistan, we will definitely bring back such a good practice of Haier, so that everyone can do it and produce products with the same high quality as the headquarters, because this is the standard! " Jude, with unqualified screws in his hand, said with emotion.

High standards, excellence and zero defects.

Defective products are waste products.

Hit the refrigerator and hit the quality consciousness.

Smash the refrigerator to make a famous brand. 1985, 76 "Xue Rui" refrigerators failed the inspection, and Zhang Ruimin ordered those responsible to smash these unqualified refrigerators in public. This hammer awakens workers' quality consciousness and strengthens the development path of "famous brand strategy" put forward by Zhang Ruimin. Regardless of the past, present or future, quality will be the foundation of Haier's survival.

Brand concept

There are no well-known brands in China.

If you do well in the domestic market and don't enter the international market, then the advantage is temporary.

Capital is a ship, and brand is a sail.

Enterprises are people, and culture is the soul.

There are no well-known brands in China.

When Haier set up a factory in the United States, someone published an article entitled "Remind Zhang Ruimin" in the media. The article said: Other enterprises failed to invest in the United States, and Haier could hardly succeed. This reminder should be said to be well-meaning. But for Haier, why go to America? The labor force in the United States is very expensive, at least 10 dollars an hour, which is much higher than that in China without any skills. But why go? Joining the WTO is a must.

Some people will say, "China is the workshop of the world. Americans go to China to set up factories, but Haier goes to the United States instead? " These are two concepts: because a foreign multinational company wants to set up a factory, what it lacks is China's market resources and China's cheap labor, and nothing else. But for China enterprises, you have nothing but cheap labor. Neither capital nor technology can compete with it. If you wait here, they will set up a factory in China, and one day he will take away all the advantages of China, including cheap raw materials and human resources. You are nothing. You can't even stand China. Therefore, Haier's going to the United States is a kind of reverse thinking, and it is necessary to obtain advanced technology and funds that Haier does not have in the American market. Haier can also be listed locally, so through localization, the brand can be competitive everywhere. This is Haier's localized brand, and Haier is not subject to others.

Service belief

Haier people just want to create emotions.

I was touched by you.

On June 22nd, 2002, when Jin Feng, deputy director of Shandong Mingde Learning Organization Research Institute, was received by the International Training Center to give a lecture to the students of Qingdao Learning Organization Workshop, Liu Ruibiao, a waiter, found many stains on Mr. Jin's computer screen while helping the guests surf the Internet. Xiao Liu found alcohol and soft cotton and sent them to the guest's room. The guest just went out. Because the waiter can't touch the guest's things without the guest's permission, Xiao Liu put alcohol and soft cotton next to the computer and left a message:

"Hello, Sir! Just now, when I was debugging your computer, I found a little stain on the screen. I thought you might have gone out without cleaning the dishes. This is the soft alcohol cotton I specially prepared for you. Please wipe it with soft cotton alcohol first, and then dry it with dry soft cotton ... "

The whole process is very detailed. When the guest returned to his room and saw the news, he was both surprised and moved. He turned on the video recorder he carried with him and recorded all this. The next day, the guest went to the manager and said, "I have been to all parts of the country to give lectures, and it is the first time I have encountered value-added services like Haier." I will write this in my textbook. "

Users are always right.

Three visits without worry, Haier community service reputation

Ms. Zu, who lives in Chongqing Jingdi City Garden, recently heard that Haier Community Service Station has settled in the community, so she called the community property with a try and asked for the maintenance of two sets of air conditioners bought at home through 1999. I don't know that less than ten minutes after I put the phone down, the service staff came to the door, which surprised Ms. Zu. However, just as the staff turned on the air conditioner, the doorbell of Ms. Zu's house rang. It turned out that a good friend of Ms. Zu came to visit with her family. Looking at a room full of people, Ms. Zu showed reluctance, hesitated and carefully said to the staff: "Can you not come next time?" Without saying anything, the service staff came back to pick up the tools with a smile.

The next day, when Ms. Zu called again, like last time, the service staff came to the door within ten minutes. However, when the maintenance work was about to end, Ms. Zu's home phone suddenly rang, and it was the company's phone. The boss asked Ms. Zu to go back to the company to deal with things at once. What shall we do? When Ms. Zu apologized again awkwardly, the service staff quietly retired with a smile, just like last time.

A week later, when Ms. Zu called for the third time, the service staff called again. This time it went well, the enthusiasm of the service staff continued unabated, and the work was meticulous and thoughtful. When Ms. Zu sent the service staff away and looked back at the brand-new air conditioner, she couldn't help feeling a lot. The story of Haier's service personnel repairing air conditioners three times has also spread in urban gardens and surrounding residential areas with fierce competition.

Your satisfaction is our working standard.

A bowl of "Monkey King" longevity noodles

In 200 1 year, a Canadian designer designed the appearance for the second phase of Haier Villa, so he lived in the villa. Every day, he will come to the restaurant for dinner. For a long time, we all know that he has an interesting China name "the Monkey King" (he likes China literature The Journey to the West very much and worships the Monkey King).

The Monkey King comes to eat every day. He is always polite and thanks us in Chinese, which is not fluent.

On this day, as usual, he came to the restaurant for dinner with his wife and friends. Inadvertently, his wife said that today was his 45th birthday. The waiter immediately fed this information back to the supervisor and informed the kitchen to cook him a bowl of longevity noodles. When the waiter brought this bowl of noodles to the Monkey King, he looked at the waiter blankly and in surprise. The waiter saw his thoughts and explained: "There is a traditional saying in China that you should eat a bowl of longevity noodles for your birthday, because this noodle is long, I wish you a long life;" At the same time, this side is steaming, and I wish you a prosperous career; The poached eggs inside are round. I wish your family harmony, happiness and reunion. Finally, I wish you a safe life and a happy birthday! "The waiter said a bunch of blessings in one breath, and then his translation explained the meaning of China's traditional face." The Monkey King "understood this. He looked at the waiter with surprise in his eyes and tears in his smile. He said "thank you" deeply in fluent Chinese!

As the host, we felt the warmth and care he felt in China from the tearful eyes of a foreign friend!

Internally, it is a process of "one vote to the end"

Foreign service is "one-stop"

Foreign merchants came to Haier to discuss, and the luggage with important information was left in the hotel, and the guests were in a hurry;

The hotel is afraid of affecting its reputation, blocking the alarm for various reasons, and the baggage tracing work is blocked;

Foreign businessmen are emotional and can't find their luggage, so the negotiation can't be carried out.

At the critical moment, Cheng Fuxi, the driver of the concierge team, stepped forward and the situation turned around-

Cheng Fuxi: Haier pilot who is more powerful than Holmes.

On February, 20065438+6, Cheng Fuxi, the driver of the concierge team, received an overseas order to pick up two Australian businessmen and a Singaporean businessman from a five-star hotel in this city to attend a very important negotiation in Haier.

When Master Cheng drove to the hotel on time, he found an accident: the luggage left by the merchants at the front desk of the hotel was gone! There are merchants' passports, afternoon tickets, and information about this negotiation, etc. Businessmen in a hurry are rushing about in the front hall.

After learning about this situation, Master Cheng comforted the merchants and thought about how to trace the luggage.

There is only one key question: who took the luggage!

Master Cheng looked around the hotel. Suddenly, the luggage storage account book at the front desk of the hotel caught the attention of Master Cheng. Why not look for a breakthrough here? After further investigation, Master Cheng found that only two Italian guests took the goods during the storage of the luggage, so it was speculated that the luggage might be taken by Italian guests. Master Cheng then dialed the Unicom mobile phone number registered by the Italian guest, but the mobile phone was turned off and there was no other contact information.

Disappointed merchants said: I can't find my luggage and can't negotiate. At the same time, the hotel is afraid of affecting its reputation and obstructing the expansion of the situation for various reasons. When Master Cheng asked the hotel waiter for the luggage tag as a voucher, the waiter refused to pay because he could not find it or lost it. Under the repeated insistence of Master Cheng, the waiter barely took it out of his pocket. When Master Cheng asked to call the police at 1 10, the hotel refused on the grounds that the outside line could not be reached. Master Cheng decisively took out his mobile phone and called 1 10 to call the police.

1 10 police arrived at the scene five minutes after receiving the alarm. After telling the police what happened, Master Cheng put forward a new idea: get in touch with the headquarters of Beijing Unicom and call up the phone records of Italian guests in China, so as to find out their whereabouts. 1 10 The police are very much in favor of this plan and will implement it immediately.

This plan really works. Through this method, I found the headquarters of Beijing Unicom. Through the headquarters, I learned that the Italian guests are indeed scheduled to go to a unit in Zhucheng for business talks this morning. 1 10 The police immediately contacted Zhucheng. Sure enough, the guests have not yet arrived in Zhucheng. Through the contact of Zhucheng, the Chinese representative who accompanied the Italian guests parked the car on the road and opened the trunk. Sure enough, they have more luggage. At this time 1 10 police officers are already on their way to Zhucheng!

……

At 2: 30 pm, the public security police delivered the luggage to the merchants. It turned out that, as Master Cheng speculated, the hotel waiter packed the wrong luggage and was taken to Zhucheng by Italian guests!

The negotiation was a success! On the way to the airport after the negotiation, the merchants said excitedly, "I saw the high quality of Haier people from an ordinary Haier driver." When we first came to China, this incident left a bad impression on us, but Master Cheng's behavior left a deep and unforgettable memory on our trip to China! "

One-stop service makes you feel at home everywhere!

From June 5th, 2002 to1October 7th, 2002, Haier Group visited Japan, and the staff of China Travel Agency were able to keep up with the plane coordination, ticket purchase, escort and coordination services for Qingdao airport pick-up, Japanese airport pick-up and business investigation. On June 65438+1October 1 1 day, 2002, the visitors of Haier Group returned from Japan. Due to bad weather and poor visibility, the blind landing navigation system of Qingdao Airport could not be used normally, and the plane was forced to return to Japan. JAL refused the accommodation and return arrangements for the crew because of the weather rather than the plane failure. After the Tourism Industry Department received the information that the plane's return flight was blocked, the burden of solving the problem fell on Liu Yong. For Liu Yong, it is a piece of cake to solve such a thing at home, but for Liu Yong, this is the first time to get on a sedan chair. But he didn't flinch. After many twists and turns, Liu Yong got in touch with Qingdao ANA to understand the change of time. Unfortunately, the branch manager is not in Qingdao, because ANA in Qingdao and Osaka belong to two companies, and coordination is difficult. After many times of communication, I finally persuaded the staff of Qingdao ANA to get support. The passenger manager of Qingdao ANA Branch immediately contacted us according to our requirements. After consulting with ANA Osaka Branch, he quickly contacted our staff at the airport. When the airport staff handed the mobile phone to the tourists, everyone was surprised and excited. In this way, our staff's accommodation and meals were arranged well, and they flew back in time to avoid unnecessary losses.

Because the foggy plane can only return to Qingdao through Shanghai, and Liu Yong has many contacts on the ground, which ensures the smooth return of passengers. At the same time, contact the team to prepare to pick up the plane in Qingdao. When the tourists got on the clean shuttle bus of the concierge team, everyone sincerely felt the convenience and kindness like home.

This service in Liu Yong can be called "one-stop service", that is, only one SBU is needed to meet all the needs of users. It implements the process of one vote to the end, that is, completing an order, from the beginning to the end of the whole SBU integration process. This is exactly what we need SBU to do for external users and internal users at present: that is, each SBU is an independent innovation terminal. In order to achieve their own market goals, we need to provide one-stop service for external users and implement a one-vote system for internal users.