The One Behind It All Chapter 72

Product investment decisions and product development decisions based on customer demand orientation. Huawei's investment decisions are based on the analysis and understanding of a large number of market demands collected from customers through multiple channels, eliminating the rough and selecting the essentials, discarding the false and retaining the true, from here to there, from the outside to the inside, and use this to determine whether to invest and the pace of investment. At each stage of the development process of products that have been approved, decisions must be made based on customer needs whether to continue development or stop, speed up or slow down.

③ Construct quality, cost, serviceability, availability and manufacturability that customers care about during the product development process. As soon as any product project is launched, a team (PDT) composed of marketing, development, service, manufacturing, finance, procurement, and quality personnel is established to manage and make decisions on the entire product development process to ensure that the product meets customer needs as soon as it is launched to the market. The early participation of back-end departments such as service, manufacturing, finance, and procurement fully considers and reflects the requirements for installability, maintainability, and manufacturability as well as costs and investment returns during the product design stage. And once the product is launched on the market, all aspects of the entire process are ready, getting rid of the separation of the development department developing products, the sales department selling products, the manufacturing department producing products, and the service department installing and maintaining products. At the same time, it also gets rid of the separation of product launches. Finally, every aspect of the entire process is unknown or unprepared.

④ Human resources and cadre management based on customer demand orientation. Customer satisfaction is one of the important assessment indicators from the president to cadres at all levels. External customer satisfaction is a survey commissioned by Gallup. Customer demand orientation and customer service are included in the recruitment, selection, training, education, assessment and evaluation of cadres and employees. We will strengthen the focus on customer service contributions, solidify the quality model for the selection and training of cadres and employees, and solidify it into the recruitment interview template. We teach the case "Who killed the contract" when training every employee who has just joined the company, because all the details may cause the company to collapse. We focus on talent selection, but the top three students are not considered because we do not recruit self-centered students and it is difficult for them to be customer-centered. Nowadays, many people emphasize skills. In fact, what is more important than skills is perseverance. More important than perseverance is moral character. More important than moral character is mind. Let customers find the feeling.

Huawei's culture also carries Huawei's core values, enabling its customer-demand-oriented strategy to be decomposed and integrated into all employees' work, constantly strengthening "serving customers is the only reason for Huawei's survival" and improving The customer service awareness of employees is deeply rooted in the hearts of the people. By strengthening the responsibility-resultation-oriented value evaluation system and good incentive mechanism, all Huawei's goals are oriented to customer needs, and through a series of process-based organizational structures and standardized operating procedures to ensure that customer needs are met.

Huawei is a utilitarian organization, and everything we do revolves around business interests. Because only services can bring business benefits. The meaning of service is very broad, not only after-sales service, but also including product research and production, optimization and upgrading before the end of product life, employees' ideology, family life, etc. We must set the purpose of team building based on service. We can only use excellent services to win the trust of users and thus create resources. The power of this trust is infinite and is our inexhaustible source. Therefore, service runs throughout the life of our company and individuals.