"48-hour response nationwide?

In the office of the deputy factory director, Zheng Mingyuan listened to Zhu Qilin's report and couldn't help but be a little moved.

If you have never worked in the front line, it is difficult to understand the anxiety caused by the failure of the equipment and the delay of the manufacturer's maintenance personnel. Xizhong is such a large enterprise, there are thousands of various machine tools, of which there are nearly 100 machine tools that are difficult to replace. As soon as these machines fail, the entire production gets stuck. If the processing of the pre-sequence is not completed, the post-sequence process can only wait. Sometimes the whole factory is catching up with the schedule, but a key machine tool fails, and it is ten days and a half months, and the factory directors even have the heart to cry.

Xizhong has its own machine repair workshop, the technical level is quite good, for some common faults, the machine shop itself can be repaired, will not affect production. However, some faults cannot be taken down by the machine repair workshop, which requires the original manufacturer to send maintenance personnel to repair, and the response speed of the original manufacturer has been criticized.

Xizhong is located in the west, and the transportation is inconvenient. Most of the domestic machine tool enterprises are located in the east, mainly concentrated in the Northeast, the Yangtze River Delta, the Pearl River Delta and other places, from these places to the west, the train journey is more than two days, plus some transit troubles, repairmen can arrive within a week, are already considered high efficiency.

As for foreign manufacturers, there is no hope. In recent years, China's industrial development has been relatively fast, the number of imported equipment has been increasing, and some foreign manufacturers have begun to establish after-sales service offices in China, and the service response speed has been improved. However, even if these have established an after-sales service office in China, the number of service personnel is very limited, and it is mainly to serve the "free shipping area" of later generations.

After the 800mm precision grinding machine of Xizhong failed, the production department immediately contacted the manufacturer, the German Dawes company, and asked them to send someone to repair it. Dawes does not have an after-sales service office in China, but has an Asia-Pacific service center in Singapore, and it is said that if it had to wait for the Asia-Pacific center to send people, the queue would have to be until 1996.

Nishige asked Dawes if he could send a repairman from Germany, and the people agreed very happily, but they immediately issued a bill, saying that the cost of materials, working hours, transportation, and special allowances all added up, and they went for thirty or forty thousand dollars. This grinding machine is less than 400,000 US dollars, and it will cost 1/10 of the price to repair a few bearings, who can afford it?

Of course, Xizhong has to come up with the terms of the contract and discuss the after-sales service policy with the other party. People say, it's okay to be free, but you have to wait, don't you? I can't wait, or you can buy another one, wash and change it, won't there be no risk?

This time, Xizhong was going to carry out heavy boring from abroad, but some people also raised doubts, saying that if the newly bought heavy boring failed, and the other party shirked it like this, what should we do? It costs about 15 million yuan to import a heavy boring, and it is also foreign exchange, which is not a small amount of money. If a lot of money is spent, but the equipment is lying down, and it is lying on the ground for more than half a year, who is responsible for this loss?

However, at this time, some people put forward the opposite opinion. These people think that the grinding machine is just a special case, and the newly bought heavy boring may not immediately fail, and the failure may not necessarily be repaired by themselves, even if they can't repair themselves, it's a big deal to spend more money to ask Dawes to send someone from Germany to repair it, after all, it is a small probability event.

What made the leadership of Xizhong finally make up its mind to introduce from abroad, in addition to the favor of imported equipment, is that the service of domestic machine tool enterprises is not much better than that of foreign countries. It is very common to repair a piece of equipment and delay a month, and some companies send repairmen to the level is not very good, the attitude is quite arrogant, if the food and accommodation reception is not satisfactory, it will deliberately find fault when repairing, and say that a certain accessory forgot to bring over, and need to send a letter back to let the factory send it.

In the mid-90s, the postal speed in China was far less than that of later generations, and a postal parcel was nothing on the road for half a month. The time delayed here inside and outside is enough to invite someone from Germany to come and repair it.

Because of this, when Zhu Qilin told Zheng Mingyuan about Tang Zifeng's promise, Zheng Mingyuan felt that the situation was different.

"Are you saying that the atmosphere of Linyi may be different from the past?" Zheng Mingyuan asked Zhu Qilin.

Zhu Qilin nodded: "It's completely different." This Tang Zifeng, I got in touch with him, and I felt completely different from the original cadre temperament of Linyiji. He has a very low posture and is completely a feeling of treating the client as a god. In fact, such a slogan has also been mentioned in the past, but it is one thing to say it, and it is another thing to do it. Lin Yiji's original deputy sales director Ma Dazhuang, Director Zheng, you have also been in contact with it, and you are very happy to drink, but when it comes to doing things, you are full of worries about how much benefit you can get. ”

"At that time, the entire team of Linyi Machine was rotten, and Ma Dazhuang was not the only one. I also came into contact with their factory director, Zheng Guowei, who was fine at first, but then he didn't look like a factory director at all. Zheng Mingyuan commented.

They are all enterprises under the Ministry of Machinery, and who can not be familiar with each other's little things? People like Ma Dazhuang and Zheng Guowei have been drinking with Zheng Mingyuan no less than ten times. Xizhong does not dare to use the equipment of the first machine, and it is not unrelated to this.

Zhu Qilin said: "Zheng Guowei and they were dismissed, and the ministry sent Zhou Heng to be the factory director, which should be a bit new." At the very least, they, Tang Zifeng, assistant to the factory director, seem to be very capable. ”

Zheng Mingyuan said: "Tang Zifeng was brought to Linyi by Zhou Heng. Lao Zhou, we are all very clear, capable and responsible. I was worried that he would not be able to open up the situation if he went to the machine all the time, but now it seems that he still has two brushes. Although I didn't see the current appearance of Linyi machine, Tang Zifeng took an engineer to me a few days ago to walk around, and he also came to talk about heavy boring. At that time, I also felt that his temperament was very different from the original cadres of Linyiji. ”

"Tang Zifeng was so attentive that he offered to help us repair the grinder, and even the working hours and transportation expenses were waived. The purpose is to make us reconsider whether to order heavy boring from them. Director Zheng, look at this......"

Zhu Qilin dragged out a long speech meaningfully, and the rest of the words needless to say. Tang Zifeng's request to him was only to ask him to mention the matter of heavy boring to the factory leaders in Xizhong, and did not let him persuade the factory leaders. But Tang Zifeng's low-key made Zhu Qilin a little reluctant, and it was inevitable to help him say a good word at this time.

Zheng Mingyuan thought for a while and said, "That's it, you can arrange it, invite a few people who are on the plane to have a light meal tonight, and I will go there then." At the dinner table, let's talk to a few people from Linyi Machine, and learn about the current situation of Linyi Machine. It's not enough to just listen to Tang Zifeng alone, this young man is a little slippery, and he can't believe everything he says. But those two maintenance workers, I think it will be more real. ”

"Director Zheng has thought it through, so I'll arrange it. Zhu Qilin responded.

When it was time for dinner, Zheng Mingyuan, accompanied by Zhu Qilin, went to a private room in the small cafeteria. The person who came to the first plane had arrived, and it was Pan Shikai who accompanied him. Zheng Mingyuan looked at it, and his eyebrows couldn't help wrinkling:

"Xiao Pan, why did you invite Assistant Tang and Section Chief Han, Master Rui and Master Ning?"

"They won't come......," Pan said with a bitter face. When Zhu Qilin arranged the task for him, he asked him to invite all four people from Linyiji, but Tang Zifeng and Han Weichang agreed, but Rui Jinhua and Ning Mo shook their heads like rattles, saying that there are regulations in the factory, they can only eat in the big canteen, and they can't accept banquets. Pan Shikai asked Tang Zifeng to help persuade him, but Tang Zifeng instead stood on Rui Jinhua's side, saying that there were indeed regulations in the factory and no exception could be made.

"Assistant Tang, what does this mean?" asked Zheng Mingyuan dissatisfied.

Tang Zifeng smiled: "Director Zheng, don't mind. We do have such a rule, after-sales service personnel to the customer, not to accept banquets, not to accept gifts or property, not to accept customer arrangements for travel and other special treatment. Section Chief Han and I are here to discuss business, and we are not bound by this regulation, but Master Rui and Master Ning are the after-sales service personnel we dispatched, and if they accept Xizhong's banquet, it will be a violation of the regulations. ”

"This is our intention, and it is not their own request. Master Rui is one of the best people in our system, and we can't thank us enough for being able to come and help us repair the grinder. What is the point of having a light meal, and everyone just sits together?" Zhu Qilin said.

Tang Zifeng said: "I wish the director good intentions, I received it for Master Rui." But this head can't be opened. This time, I wish the director good intentions and invite Master Rui to dinner. The next time they go to other companies, if they don't have such good intentions, what will they think? We have such strict regulations in order to prevent micro problems, and if we can make an exception because customers take the initiative to feast, this regulation will definitely exist in name only. ”

"Can you really do this?" Zheng Mingyuan asked, staring at Tang Zifeng.

Tang Zifeng said: "Director Zheng can supervise. Our after-sales service policy has just begun to be established, including the regulations on not accepting banquets, as well as the regulations on 48-hour response in China, and we will adhere to the implementation. I don't doubt that there will be some unsatisfactory surprises in the early days, but our determination to uphold this rule will not change. I believe that as long as we persevere, eventually this system will be established. ”