At present, the automation product market has entered a mature stage. How to provide better services for enterprises and help users to better maximize profits has become a new competition point in the automation industry. When we provide users with high-quality services, our products and our brands have been recognized by users, and huge economic benefits will follow.
In this regard, several well-known automation companies in the industry have made a good demonstration. Let's hear how they understand the concept of "service".
One, Honeywell said: Respect the differences of customers to provide better service products
Honeywell International is a Fortune 100 diversified technology and manufacturing industry leader. Globally, its business involves automation controls, aerospace specialty materials and transportation systems. Honeywell has always been a leader in solutions for process control. If you let yourself open up a place in China, it has become the first problem for Honeywell to enter the Chinese market. China's automation market was not yet perfect at that time, and the service awareness was even less, so this provided an excellent breakthrough point for enterprises.
Honeywell's analysis of customer differences is unique among many automation companies and has obvious advantages.
As the head of the service business of Honeywell's process control department, Ms. Wang Wei leads the team hoping to help users solve the most severe and challenging problems with advanced technology, excellent project execution capabilities and more professional full life cycle services , improve business performance and protect automation investments, thereby helping users improve business performance and gain a competitive advantage.
She has been "conquering" the front line of service for many years, and she is very concerned about the differences in user needs. The services launched by valuing the differentiated needs of different customers are more easily accepted by users, and at the same time, they can truly serve users and help them succeed. To classify the customers currently served by Honeywell, the first category is foreign capital and joint ventures, which focus on cost and production efficiency, and the personnel will be very streamlined. Therefore, such customers and Honeywell usually take the overall outsourcing of services. Mode, covering system maintenance, technical support and other services. The second category is Chinese-funded enterprises, represented by state-owned enterprises. The new project model is the same as that of foreign countries. At the beginning of its establishment, it has covered future maintenance and other services. However, more established companies not only pursue benefits, but also consider the arrangement of corporate personnel. Therefore, Honeywell uses flexible and diverse service products to meet the needs of such companies in terms of personnel technical training and optimized services brought about by the transformation of production models. need.
It is precisely because Honeywell captures the differences of customers and provides services that vary from person to person. Just like eating, if a customer likes spicy food, the server will let it go and spend a lot of time for the customer to choose by himself, or The service is not in place, I recommend him Hangbang cuisine, I think such a service product should end in failure.
Second, Siemens said: innovative value-added services that exceed customer expectations
"The commitment to basic customer service is what a product manufacturer must promise, whether it is maintenance, telephone support, spare parts or rescue, etc., in addition to service provision, the more important thing is whether the user is satisfied, and the quality of the service. Value requires customers to respond." Mr. Wang Ping, general manager of Siemens (China) Co., Ltd. Industrial Business Customer Service Group, remarked that Siemens has made great efforts to provide services based on the user's perspective.
Siemens should not only serve customers well, but also create new value-added services.
If the service based on the product life cycle is regarded as "responsive" and based on reliability; the service beyond the product life cycle can be understood as "preventive", based on Siemens' core advantages in automatic control and drive technology, With the goal of improving the overall efficiency of the enterprise, we will continue to pay attention to the energy efficiency and productivity of customers
Only from the perspective of the customer's industry and difficulties, especially from the perspective of the customer's operation, improving the customer's competitiveness is the foundation of the service based on the product life cycle, so that more other types of service innovation can be carried out. In 2000, Siemens established its first service center in China, taking the first step in professional services. Up to now, the service scope includes website technical support, hotline technical support, on-site service, product maintenance, spare parts supply, service contract, remote monitoring and upgrading, etc. All of the above are based on the full life cycle services of products in the industrial business field to ensure Provided for reliable operation and maximization of performance throughout the product's life cycle.
In China, one of the cores is the optimization and adjustment of the industrial structure and the vigorous development of the service industry, which shows that the political, economic and market environment has undergone tremendous changes. We have even more reason to believe that the territory of Siemens Industrial Services will gradually become clear in the near future, and Chinese users will also enjoy the service effect and the effect of this, and an industrial revolution is about to begin.
Siemens' appetite can be said to be not large, and general services are taken for granted, and they want to create greater benefits and value in basic services. For example, if you go to a shopping mall to buy shoes, in the communication between the service provider and the customer, the service provider knows the customer's requirement to show thin legs and easy walking. He can not only sell his own basic product-shoes, but also recommend buying a pair of shoes. Double black stockings deepen the effect, which is the essence of transcending basic services, the so-called innovative value - black stockings. Let customers enjoy the service with the greatest value, and it feels like a product specially tailored for him.
Third, PE China Office said: Emphasize service concept
PowerElectronics is a leader in the field of AC motor control in Spain. It has always been committed to researching and developing the best and most distinctive products, using the most advanced development technology in the field of electronic power to meet customer needs. This time, it has also made great efforts to enter the Chinese market, and spared no effort to open up new markets.
PE's business philosophy is to produce the best products and provide the best services. We provide customers with a full-service system, including commissioning support, 24-hour technical assistance, commitment to complete repair and replacement within one day, three-year warranty, customer training and professional engineering applications. Because of our products and services, PE has never lost a customer.
PE not only has excellent advantages in technology, but also has a better team in service.
As the person in charge of the office proudly said: Customers who use PE products will become PE customers for life. From this perspective, we still have a long way to go. Advanced product technology, high-end product quality, localized production, etc. are all successful hardware, but we believe that to achieve greater To be successful, this hardware alone is not enough, we still need to do a lot of work. The most important thing is to truly understand, care about and serve the various needs of users, so in PE's values, users are paramount. We hope to achieve that PE can provide expert-level solutions for different regions and different industry markets. Furthermore, we hope to establish an open cooperation atmosphere with partners and users, truly understand the needs of customers, and truly meet the needs of users. demand.
PE takes the simple route, but it is not difficult to see his accumulation in the simple route. He regards this "service" as a group, just like when you go shopping in the supermarket, different categories, different categories, everyone The server has its own service area. The customer wants to buy a lot of things today, which is very miscellaneous. Maybe he bought something he is satisfied with in the cooked food category. The service provider who does not understand the rules of raw poultry can't help it, so can such a service be considered a success?
Therefore, service is sometimes not the performance of an individual, but the role of a team. Emphasizing the service concept to everyone is the team's maximum effect.
Fourth, summary
The above are the respective positions of the three well-known companies on the concept of "service". China's automation enterprises are in a good environment of rapid development. What Xiongchuan wants to say is: the progress of science and technology promotes the development of the times, and service will become the most obvious feature of the development of the times, so we must not fall behind, we must follow the pace of top foreign companies, from the editor's analogy to eating, buying shoes , shopping in the supermarket to realize their own service value.
