The other day, three deer powdered milk event as well as found out afterward some dairy products profession quality question, was affecting society's nerve. According to medical department's notification, up to September 21 8:00, because the regional reports the edible babies and infants powdered milk is being hospitalized the babies and infants who accepts the treatment to altogether have 12892 people, including the heavy symptom babies and infants 104 people; Has been discharged 1579 people; In addition has the regional report 3 example death case, is the review investigation case which in May - in August dies.
Grieved victim, hurtful heart's national brand, the people are unable to restrain to want to ask, where these do take the Chinese name brand enterprise's quality control?
Since similarly as the Chinese name brand's nine Buddha electric appliance, has enjoyed the good oral traditions in the market, what experience can learn in this event?
Promotion quality control strategic position
The quality is the enterprise survival life and basic. This question speaking of many enterprises is the platitudes question, but often many enterprises are only mention these words, carries out in with difficulty the actual motion, this point we may “the stone gate” the event obtain the verification from three deer's melamine. As event's lead three Lu Gei we very real example, no matter you are national exempting from inspection or 11 year sales volume nation first, also, no matter you are the national powdered milk profession symbolic brand or the national well-known brand, was separated from the quality this fundamentally to discuss that the brand, discussed the market, the stratagem development only to be able to be the castle in the air nonsensical talk, so long as east a time question let the thing which enterprise many years saved put sufficiently to flow.
Since, nine Buddha electric appliance company gingerly, “the fatal defect has been zero, batch returned goods is zero, the leaving the plant percentage of products sent back for repair is short extremely in one” takes the quality objectives, has formulated “the quality is the life, the user is God, provides the high quality product and the service satisfy the market the demand” quality policy, fulfils exactly the ISO9000 quality system standard, according to IEC and national, the profession standard carries on the production, ceases the non-standardized production. In order to cause the enterprise product quality to be in the same profession leading position, the company also formulates the product enterprise standard slightly is higher than the national standards. All these, are because we understood that the quality is enterprise's life, the quality relates everyone the safety.
We saw that three deer powdered milk event is a business crisis, symbolizes its enterprise quality control system's thorough rout. In quality assurance motion, if is only restricted in the performance test, can only implement to the product quality checks afterward, is unable the quality assurance! Only then in production process's each link, strictly carries on according to the technique of production and the work instruction book request, can guarantee the product the quality; If neglects the process control, only depends on the examination, then can only reject the second quality item and the waste product, cannot improve the product quality. That is, the quality control can place in no way with emphasis checks afterward, but must place in the process. Therefore, the enterprise quality control system's construction should ponder from the process control strategic angle.
In nine Buddha Corporation, we have oneself explicit quality handbook, stipulated that company general manager for the company best quality person in charge, is responsible for company's quality control system's effective movement, is clear about each department people in charge and the post personnel's responsibility and the jurisdiction, is clear about the influence quality system's each working routine returned students department and the cooperation department. Implements the standardization, the standardized management, enables between various departments to do the work coordinated, the guarantee quality control is at throughout is controlled the condition. The establishment perfect quality control network and the product quality monitoring network, carries out the product quality safe supervision each advancement and the detail.
In company's production process's monitoring, various working procedures provides the special-purpose check-out facility in the production process to carry on self-checking or to examine specially, before the leaving the plant, after complete inspection. Establishes certain essential quality control point in each production working procedure to implement the complete inspection, simultaneously between the working procedure implements self-checking up and down and examines mutually, and produces the first product to carry on the first examination as well as the final inspection every time, guaranteed produces the product is the qualified product. When product connection, implements the product to connect with the single signature, the marking mark, to self-check the record, the test record and so on, facilitates when discovers the quality question has may pursue the new moon.
Moreover, three deer powdered milk event had also reflected on the product supply chain's cost pressure, benefit gambling as well as opportunism, this other ponder which excavates for us is, the enterprise in the market success or failure, not only lies in the production marketing process the competition, but is also concealing between the value chain and the supply chain's competition.
In order to pay special attention to the quality, the company also works from the source quality. Pays special attention to raw material and fitting's purchase supply, carries on the quality to raw material to recognize and to examine, guaranteed that enters the plant raw material quality. For instance, products and so on daylight lamp support, ballast are select the domestic and foreign high quality raw material processing to become, the primary materials like cold rolling steel plate, the silicon steel plate, the copper wire and so on, are come from Japanese, German, South Korean, Italian and the domestic well-known brand enterprise. The good raw material is quality product basic, the good first pass, only then has strictly nine Buddha high quality products.
It can be said that product quality's high quality, has been nine Buddha's oral traditions is, road of the 30 year management, causes us is cautious, the strict autonomy, maintains the Chinese name brand's title of honor and develops.
Enterprise emergency mechanism establishment
Three deer melamine “stone gate” event, if is an accident rather is a man-made disaster, but this man-made disaster's cause lies in the enterprise to lack the corresponding emergency mechanism exactly. If three deer can find early the problem carries on the prompt solution, then three deer's melamine “the stone gate” the event so will not spread, if perhaps three deer can adopt prompt emergency procedures this event not to exist promptly, if in March, 2008, three deer will receive the consumer to sue: Said that the child urine blushes, has the crystallization phenomenon, should start the enterprise emergency mechanism.
In nine Buddha, we while complete the internal post-sale service procedure, we pay great attention with the customer direct communication. Nine Buddha has established the perfect market response mechanism and the consummation post-sale service system, in various provinces, the key city and overseas has set up more than 500 post-sale service points, had stipulated by the document form the post-sale service procedure, and provides the high grade post-sale service perseveringly according to the post-sale service flow for the user, maximum limit satisfies the user the request. The company also frequently organizes to hold the user symposium, listens attentively to them carefully to the product quality opinion and the suggestion, strengthens and improves the post-sale service work unceasingly. Completes perseveringly with the customer exchange services, its result is wins the customer and dealer's faith. Simultaneously the company was founded paid a return visit the call center, established powerfully pays a return visit the monitoring system, caused the company and the customer communicates is smoother and is close.
Every year carries on a time customer degree of satisfaction evaluation, cooperates the user committee's evaluation result according to Guangzhou nature to demonstrate, customer degree of satisfaction many years maintain above 85 points, therefore company product many years are awarded “Guangzhou user satisfaction product” continuously the title of honor. The perfect product quality and the high quality post-sale service, have won the market affirmation and user's consistent high praise, enhanced the product market competitiveness greatly.
For many years, nine Buddha in has renewed and strengthens the own enterprise's emergency mechanism, in the customer feedback's opinion in each time, can analyze carefully, compared with, the conclusion, and puts to produce actually improves. After own unremitting efforts and the community a technique, the company is also evaluated “the Chinese brand quality non-suit demonstration unit”, “Guangzhou user satisfaction product” and so on title of honor.
Three deer powdered milk event is not a necessity, is may avoid and cause it not to occur, we through the analysis, the absorb experience lesson, strict standard oneself, may continue to the consumer to guarantee our product quality and the security boldly. |
