Entry into the workplace in early 2006. CNC cutting
I graduated from the company in July 2006. The first job was to be a CS engineer. I was responsible for the introduction of new products and handling customer complaints. At the time when one of the department’s brothers gave me induction training, I introduced the letters CS represented by these two letters. From three levels: Customer Service, Customer Satisfaction, Customer Excitement. The brothers informed that the CS department is the department that understands the quality management of the nearest water tower, and pretending to tell me mysteriously that if I have been working in the quality industry, even after another decade, the development of the industry’s quality management will not exceed what he has introduced. CS three levels of meaning. CNC cutting
The meaning of CS
Since the beginning of his career, he has been immersed in the industry of quality management. With ten years to go, he slowly found out that the seniors who gave me the job of training CS at the beginning didn’t frame me the rules of the company’s definition, because at the time CS’s job was in charge. Mainly: Kick-off formulates the Quality Plan during the trial period, the 5M Check before the trial, the Shipping Judgment before shipment, and the CAR (Corrective Action Report) and FAR (Failure Analysis Report) after shipment. All this is just the scope of the Customer Service. The last two meanings of the CS are not defined by the company. Even today, I have not found that the company defines the CS as a three-tiered job. I have always believed that seniors are people who like to test the water at the frontier of quality management development. His three-tiered meaning of CS is actually very similar to the three levels of customer requirements defined by the Kano model. I don’t know if the senior is aware of the Kano model because he After leaving the company for the induction training, I left the company and left me with a long list of books. I haven’t finished reading it yet, and my senior brother went to a company in the south to be the general manager from the QA manager. Years ago I also founded my own company. CNC cutting
Along the way, the large and small ‘quality’ issues have made me gradually understand the meaning of the three levels of CS. I have precipitated it from time to time, hoping to give some references to my colleagues in the quality management industry.
Customer Service-Customer Service
Customer Service, as the name suggests, is a customer service, which is the most basic level, just as Claus Quality has defined quality in <<Quality Free>>: “Quality is a requirement, and it must meet requirements”. At this level of quality management, the basic assumption is that people must make mistakes. Everyone involved in the process has the opportunity to make mistakes. Therefore, such a company will set some quality standards before everyone else does things, such as AQL (Acceptable Quality Level) acceptable. Quality level, shipping quality level at the shipping quality level (SPQL). Due to this assumption, we can say that we will encourage suppliers to ship defective products to some extent. This will encourage the occurrence of defective products in the process and will encourage The defective products contain inferior products. This level of quality management must correspond to the corresponding incoming Sorting, Process Sorting / Repair / Rework / Scrap, Shipment RMA/Complain or even Claim. The so-called Customer Service, in fact, is just that we do not have confidence and determination in satisfying the customer’s requirements. At this time, the means of quality management is mainly based on post-mortem testing. At this time, the mentality is still a passive mentality. Mostly Containment and Corrective Action, that is to say, do something wrong quickly to contain and correct, do not care about improvement, and less involve prevention. CNC cutting
Customer Service-Customer Satisfaction
Customer Satisfaction, as the name suggests, is a customer satisfaction, this level of quality management has gone further, and the mentality has also changed from Passive to Proactive, as Klaus has described in “Quality Without Tears”: The system of quality production is Prevention, not testing. This is the negation of philosophical negation. Quality is the quality of R&D/manufacturing, quality is developed, quality is created, and quality management work returns to where it should be. This is in line with the law of development. This level of quality management, reminds me of Mark Twain’s famous saying: “Common sense is not ordinary at all”. Your own business should not be passed on to others. Quality control that is independent for too long should return to R&D/production. in. At this time, the so-called Customer Satisfaction is a pursuit that exceeds customer requirements and achieves customer expectations. At this time, quality management tools have been transformed into post-prevention control. At this time, the mentality is already a positive attitude. Think before and afterwards. Countermeasures have been based on Preventive Action. CNC cutting
Customer Excitement-Glamor Quality
Customer Excitement, This is the highest level of quality management that I have received so far, that is, the quality of charisma. At this time, the customer has basically forgotten what quality is. He is immersed in the embodiment of the product. Just like the saying of Genghis Khan Gou Ming-Ming in the manufacturing industry: “What quality is – customers are willing to use twice the price to buy with you, and they are very happy”, this time the quality has been achieved from small Q to large Q. In the transformation, the quality is no longer the quality of the Q department. The quality has become the quality of the entire process. All the departments concerned with the process are responsible for the quality. At this level, we learn a method, a new way of thinking, that is, we no longer call all problems “quality problems.” We only have sales issues, market issues, design issues, manufacturing issues, and installation issues. , procurement issues, logistics issues and service issues… ”
Customer Excitement, based on TQM Total Quality Management, is based on the four basic principles of Quality Management:
1. Quality is a standard, but it must be a standard;
2. The system of quality production is prevention, not testing;
3. The criteria for work must be ‘zero defect’ rather than ‘almost like it’;
4. Use COPQ to measure quality instead of index.
Can companies that do Customer Excitement levels exist? The answer is yes, Apple is one of them. Everyone can see from the “selling an iPhone to buy an iPhone”. The Apple company adopts an attractive quality policy. The end-user is willing to buy his account, because using his product is a Enjoyment is a taste, although it is really expensive. CNC cutting
The 20th century is the century of efficiency. The 21st century is the century of quality. Companies without quality management strategies are destined to struggle in market competition.
We must do our utmost to be Customer Service to achieve the customer’s most basic demand-type satisfaction; then, to pursue Customer Satisfaction, to meet the customer’s expected demand, which is a quality competitive factor; Finally, to seek Customer Excitement, to achieve customer satisfaction The excitement-type demand creates the most loyal customer base for the company and realizes the company’s sustainable business. CNC cutting