Chapter 71 Telephone Customer Service

At present, Oranges is in a relatively awkward position, and Li Yixuan does not plan to continue the production of 10MB capacity hard drives, and is even more reluctant to increase his production line.

Even if you increase production, it is useless, and the personal computer market is so large during this period, which also determines the capacity of the hard disk market. Before the explosion of computers, the capacity of the personal computer hard disk market could not be increased even if God came.

The only way is to upgrade the hard drive technology, which can effectively avoid being pulled into the price war by Seagate.

The key node that restricts the technical upgrade of Oranges' hard disk is not the head, not the platter, but the most inconspicuous total control chip.

What's even more frustrating is that we have completely solved all the technical problems of the total control chip, but the chip factory will not be put into production until half a year later. In other words, the 20MB hard drive will not be available until half a year later, and we will not be able to do anything in this half year.

This reminded Li Yixuan of the helplessness of Chinese industrialists who were stuck by the West. As long as you lack something, he will be stuck in everything, which leads to China having to spend a lot of costs to solve the problems of the entire production system from beginning to end.

This short meeting did not solve practical problems, let alone genius ideas, and there were no genius ideas without solving the problem of productivity. In the end, Li Yixuan could only urge Wang Lili to complete the construction of the chip factory as soon as possible.

After the meeting, Li Yixuan returned to the office and found that his mother was also there.

"Did you solve any problems in your meeting?"

Li Yixuan sat on the chair and sighed: "If the productivity problem is not solved, it is useless to make any genius moves." The chip factory will not be ready for production until May at the earliest. ”

"So these factories are so idle? That's a lot of money every day. Zhang Guifang said unwillingly.

"What can you do if you are not idle, no matter how big this expenditure is, it will only be a chip factory." Li Yixuan is also unwilling, but there is no better way than waiting, the hard disk seems to be just an inconspicuous part of the computer system, but it involves too many aspects, and if there is a problem in any small link, all the preliminary efforts will become zero.

This is also why the technical principle of hard disk is not complicated, but the only countries that can produce hard disk are the United States and Japan. Even the old European capitalist countries such as Britain, France, and Germany could not produce it.

As for South Korea, not to mention, I have never heard of them engaging in any mechanical hard drives, and they have made a little achievements in SSDs.

China also engaged in hard disks in the 80s, but because the technology is too backward, they themselves are unwilling to use, to the early nineties to give up the process of hard disk localization, and all the hard disks used in the future are imported.

Although Seagate, Western Digital and Toshiba later built joint venture hard drive factories in China, all the core technology of hard drives was in the hands of Western countries.

What Li Yixuan is doing now is the entire hard disk industry chain, and he also needs to complete the overall upgrade of the industrial chain technology. You can imagine how difficult it is.

"This is the company's annual summary report, you have been busy with the hard drive, the company's annual summary meeting did not attend, you can take a look for yourself." Zhang Guifang put the report on the table and left.

In the whole year of 79 years, the company's annual sales were as high as 3 billion US dollars, and the net profit exceeded 500 million US dollars.

Among the 3 billion, the arcade game industry accounts for more than 70% of the company's revenue, and 800,000 arcade machines were sold last year; The second largest revenue was hard drives, which sold 106,000 units, and personal computers, which sold more than 50,000 units, accounting for only the smallest part of the company's revenue.

was able to sell so many arcade machines, mainly because Li Yixuan opened a lot of gold fingers. Many famous classic games in history have been copied in advance. The arcade machines that make DreamWorks games are hard to find.

The European market, which was just opened up last year, is also an important factor that greatly boosts the sales of DreamWorks arcade machines.

In order to sell more arcade machines, Zhang Guifang also made the three games "Bejeweled", "Zuma", and "Bubble Dragon" into arcade versions. He believes that the current personal computer market is still in the incubation stage, and these three games cannot only be released on the computer just to increase computer sales, but must implement a full-platform strategy, and there must be arcades.

Zhang Guifang's policy has also greatly increased the sales of arcade machines. The influence of the world on DreamWorks arcade is that it is highly playable and has gorgeous colors. DreamWorks has gradually become the No. 1 in the arcade field.

The annual summary also put forward a development plan for this year, and Zhang Guifang hopes to establish 15 directly-operated stores around the world this year. The directly managed store not only sells the company's products, but also provides maintenance and guarantee services.

For a company, the sales channel and maintenance support channel are the most difficult to establish, which requires a lot of time, experience and money, especially the maintenance support channel is even more difficult.

After all, Zhang Guifang has been an executive of a large enterprise, and he has much more experience than Li Yixuan in the establishment of channels.

She believes that now that the mainland has been reformed and opened up, many international students are sent by the government to study in Europe and the United States every year, and the vast majority of these international students are studying engineering, and they are all working and studying part-time in the United States.

This part of the people can be fully utilized, it is a pity to go to the restaurant to brush the dishes, but they can be hired as maintenance technicians, and once the products sold to customers have problems, they will be responsible for repairing. This is a benefit for both parties, not only does Oranges save costs, but international students can also increase their income, which is much better than working in a restaurant.

Li Yixuan of course agrees with this suggestion. At the beginning of the reform, this group of public students were the elite of China, and they were fully qualified for the maintenance of electronic products under simple training. However, I don't know if this is in line with the laws of the United States, and I have to ask a lawyer.

So, Li Yixuan came to the company's legal department and found Guo Yifei.

"No problem, it's completely legal in the United States, and Zhang always asked our legal department before deciding to do it." Guo Yifei explained: "Actually, this is not a creative idea, RB and South Korea are doing this in the United States. More importantly, international students in the United States can also apply what they have learned, which is of great help to the provision of comprehensive knowledge.

Recruiting students to do maintenance services in the United States can also familiarize them with the design and structure of our company's products, and they can also influence more people after returning to China, which invisibly advertises the company and cultivates future potential customers. ”

Indeed, because they are repairing Oranges' products, what Oranges' products look like, what are their advantages and disadvantages, whether there are design defects and technical defects, they are all clear through maintenance. With these clear understandings, coupled with the fact that they have repaired, it is clear how the subsequent products are upgraded. I also learned that there is such a computer company in Hong Kong, Oranges.

After returning to China in the future, they are also willing to choose Oranges' products and are more willing to promote Oranges' products to their units.

"In the area of maintenance service, I have no opinion on choosing international students, why do you choose Indians for this part of the phone customer?" Li Yixuan pointed to the customer service and asked.

"Telephone customers, many American companies choose Indians, and American labor is too expensive." Guo Yifei replied.

"." Li Yixuan ignored her and came directly to Zhang Guifang's office.

"Mom, the phone customer service has to be changed."

"Why?" Zhang Guifang asked.

Li Yixuan said: "Do you know that India, like China, was a closed country like China before the 80s, and it was only in the past two years that reform and opening up were implemented. ”

Zhang Guifang was very surprised, "And this thing, I always thought that India was as open as Western countries. ”

After serving, I don't know anything about India, so I dare to entrust the telephone customer service to the other party, how big is this heart.

"Mom, I'll talk to you about science. India is a very special national system, politically they implement the electoral system of Western countries, have their own national parliament, and all local administrators, parliamentarians, local councillors, including the head of state, are elected to power. The provinces practice a federal system similar to that of the United States, and the provinces have a great deal of autonomy, while the central government of India is actually a small government, and like the White House government in the United States, it actually cannot manage many affairs, and the vast majority of affairs can be handled by the provinces themselves.

However, in terms of economy, they have always practiced a planned economic system, which is the same as before China's early reform. Diplomatically, India is pro-Soviet but maintains good relations with Western countries. In 1976, when a new generation of Indian leaders came to power, he believed that India could not continue to be so closed, and that we wanted to reform and open up, so India began to reform.

As in China, there will be a process from a planned economy to a market economy. But India, unlike China, has a much more difficult path to reform because their government was elected.

Throughout the 80s, the Indian Parliament, including the members of the local councils, debated whether India should open up or not, and it was not until 86 that the local and central governments of India reached a consensus that India should be open. If you don't open up the issue, they will be able to quarrel for ten years. This was not the end of the story, and they finally reached a consensus on opening up, and they quarreled incessantly over whether India should implement a planned economy or a market economy, and it was only after the collapse of the Soviet Union in 1991 that they finally decided to take the road of market economy.

However, not all places have a market economy, such as Bangcro province in eastern India, which has always adhered to the planned economic system, and wants everything to be publicly owned. Mom, you're outsourcing your phone customers to an Indian company, and if I'm not mistaken, this should be a pilot company that the Indian government is doing for reform. The official language of India is English, and the labor in Western countries is particularly expensive, and the labor in India is cheap. Am I right? ”

In fact, this telephone customer service company in India is a pilot company for India's reform and opening up. China is carrying out reform and opening up, and has set up a Shenzhen/Shenzhen pilot city, and they have engaged in a company. Later, seeing the success of China's pilot open city, they also set up a pilot open city in 1984, which was Bangalore City.

It can be said that India and China are reforming at the same time, but the results of the two are completely different.

"You also know that the official language of India is English, and it is no problem to hand over the telephone customer service to them, but you want to give the difficulty to the Chinese?" Zhang Guifang didn't expect India to have such a show, but she didn't think there was any problem with handing over telephone customers to India, didn't everyone do this, even if it was a Chinese company in the United States in the future, wouldn't the telephone customer also be handed over to an Indian company.

Zhang Guifang thinks it's no problem.

Mom still didn't understand, so she had to explain patiently: "As I just said, the telephone customer service company is a pilot project done by the Indian government. At present, India is still arguing over the issue of whether it will open up or not. Do you think India's policy will be repetitive in this situation? What if the other party doesn't provide this service one day? You must know that this is a period of repeated Indian policies, and many things have not been implemented.

The CEOs of the pilot companies are cautious, for fear that if they take too big a step, they will make a mistake of principle and lead to an uncertain future. In this case, do you think it's appropriate to outsource the phone customer to them? ”

Zhang Guifang was asked, and when she heard Li Yixuan say this, she felt that there was a big problem here. If it is ten years later, Li Yixuan will not object, because India has completely determined the path of reform and market economic development, but it is difficult to say now, and policy repetition is the most fatal.

In fact, China has also gone through such a process, and the experimental stage of reform is to take three steps, two steps back, then three steps forward, and then two steps back. Such repeated see-sawing, there is a saying that this is called crossing the river by feeling the stones, and this is not the case in India.

But such a repeated impact on the enterprise is very large, although the official statement has little impact, but it is from the height of the country's major policies, but once it is specific to the enterprise, it will be fatal.

Li Yixuan doesn't want to be a pawn in their reform pilot, especially a pawn in the three pots.

"Then what do you say about this, is it difficult to hand it over to the international students?"