In early 2011, a special New Year message "Are we still customer-centric?" ! - The "Malaysia CEO's Complaints Beginning and Ending" was published in the "Huawei People", which is like a cold water in the basin, which makes the Huawei people calm down from the growth of performance...
The incident was caused by a complaint from Huawei Telecom CEO on Huawei on August 5, 2010. The CEO of Madian said in the complaint letter:
“Unfortunately, in the past few months, Huawei’s performance has not met my expectations for the professional standards of a big international company.... In the past few months, many issues have caused great concern and concern from our management team: (1) Contract performance compliance (product specification matching) and delivery problem: In some contract shipments, the equipment is inconsistent with our contract definition and testing process... (2) Lack of professional project management actions (method): In our repeated complaints, we have just seen some efforts and improvement in Huawei's cross-project collaboration, but there are still a lot of isolated changes in the network that lack risk assessment... (3) Lack of excellent expert resources required in the contract... ..."
This is the customer's disappointment and anger that Huawei has reached its limit and can no longer bear it!
Even so, Huawei is only talking about e-mails, talking and discussing the issue. No one has represented Huawei to promote the solution. Until August 17, Sun Yafang, the chairman of Huawei, personally visited the CEO of Madian.
Several problems are reflected in the incident of horsepower: Selling without a solution, regardless of whether it can be delivered? The functions promised to the customer are not supported by the process, and the requirements are missing; there is no precaution when delivering, and there is a leak while delivering; the first line calls for gunfire, and the call is not heard... Are these problems really solved in essence?
As a result, Huawei executives launched a “Do we still use the customer center?†Rethinking the movement, around “Do you really take root in our minds with our customers as our center? We can listen to our customers’ needs in good faith. Are we seriously understanding the customer's perception? The methods, processes, tools, and organizational structures that we have been proud of have become so pale and weak under the new demands of the market. Can we help our customers realize their value in the future competition? Can you truly make a customer?" Wait for a comprehensive discussion and a thorough review.
Although Huawei finally won back the trust of its customers, in fact, the horsepower incident is only the tip of the iceberg. The "horse event" is everywhere, and it is like a beast that can come from the dark at any time.
What is the reason?
Because, we verbally say "customer-centric", "customer is God", but in our hearts, the customer is just our uncompromising - prey.
There is no religious awe in the heart of the customer, how can it be in the same boat with the storm, and share the honor and shame!
Ren Zhengfei, president of Huawei, has repeatedly stressed: "In the course of long and difficult twists and turns, we have realized the culture of "customer-centered, struggle-oriented". This is the soul of all our work. We must deeply understand It, understand it."
Customer-centered, Huawei's emphasis on the degree is not strong, and the height is not high. But now, Ren Zhengfei is still repeatedly beating inside, even taking United Airlines to warn, "Will Huawei be the next United Airlines? We believe that the most valuable asset is the customer, we must respect the customer. We take the customer as The culture of the center must be adhered to, and the richer the more we must not forget the original heart."
After all, Huawei still has not left the "technology-centric" engineer culture; in the face of interests, it still can't jump out of the "self-centered" narrow pattern.
In the face of a series of problems that currently exist, it is still necessary for Huawei to reread this heavy history in order to gain the courage to "rebirth."
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