HND客户服务文化构建文档格式.docx

HND客户服务文化构建文档格式.docx

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Everyday,fortomorrow"

and"

Onlyforthequalityoflife”arethe

missionstatements.Thisarticlewilltalkaboutcustomerservice

strategy,serviceobjectives,corporatevalues,businessprinciples,

corporatecultureandorganizationalstructureofthedescriptionto

elaborate.Thiswould

stillinvolveitscustomersfeedback.

Section1

Manyorganizations

havemissionstatements.Particularlylargeones.

Mengniu?

s

missionstatements

are"

Everyday,fortomorroVand"

Onlyfor

thequalityoflife"

•Anorganizationalmissionstatementconsistsof

twoelements:

1.Thevisionoftheorganization.

Thevisionmayincludetheidealdestination.Thisiswherethe

organizationwantstogoandwhenithopestogetthere.

2.Thevaluesorprinciplesoftheorganization.

Thevaluesarethesetsofbeliefsbehindtheactionsoftheorganization.Itwillrelatetothequalityofgoodsandservices,treatmentofcustomersandemployeesandmakestatementsregardingopennessandgoodpractice.

sbusinessphilosophyandcorporatecultureisbeatstaffoneself.Mengniu?

sprofessionalspiritisconcentrateonmilk,concentrateonicecream.Thedifficultthingistobeatothermilkcompanyandovercomeourselves.Sobeatitselfisverynecessary.

Mengniu*smanagementconceptis98%rule:

ofbrandcultureofbusinessishuman,resourcesintegrationofcontradictionisamisunderstanding

sstructureisflatstructure：

thisstructurehasbigadvantageincompany

management.Theprevioustopthreelevelswerereducedintotwowhichmeantthatmoreresponsibilitywasgiventoeachmanager.Theintentwastomakecommunicationmoreeffective.Theopportunitywasalsotakentowidenthe“spanpfcontrol?

.Thismeantthatmanagershadagreaternumberofpeopleforwhomtheyhadresponsibility,ifemployeewasgivensomeabilitytotakedecisionsintheirareaofinfluencetoo.

Thiswascalled?

empoweringofemployees?

.Thisstructurealsoeasyto

communicate.

Inaword,inMengniu,ithasgoodcommunication,soitsmanagementisverysuccessful.Mengniuhasagoodcommunicationbetweenstafftoemployeesandmanagerstostaff,itwillauthorizestaffinvariousareasofitsproductdevelopmentandmarketshare.Companycanprovidetrueinformation,thiswillhelpleadersmaketherightdecisionsforfirmsdevelop.Thisstructurealsoleadthestaffliketheirwork

anddothembetterthanbefore.

Section2

Todosotheywillneedtointerpretstrategyintermsofstaffresources,budgets,theenvironmentwithqualityandthecultureofcustomercareastheirdrivingforces.Thiswillmeanensuringthatthefollowingarefullyaddressedtoachievecustomerfocus:

Communication

Teamwork

Qualitycontrol

Planning

Addedvalue

Ownership

Traininganddeveloping

Encouragingcreativity

1.Communication

Therearetokindsofcommunicationways,theyareBottom-upcommunicationandTop-downway,becauseofMengniu?

sstructureisflatstructure,thenitscommunicationwayisbottom-up,Top-downwayofcommunicationhasmanyadvantages.Asuppermanagement,theyhavemore

talentandstrategy.Thedecisionmadebymanagementis

successfulfor

anorganization.Thebottom-upsystemwasconsideredto

besuperiorin

the“FlatStructures?

becauseifagoodideastartedat

theemployee

levelitwouldmovelaterally,thenupwardstothenext

level,whereit

wouldagainspreadlaterally.Thenupwardstothenextlevelandagain

golateral.Mengniu*scommunicationincludesbothcommunications,soit

canrunsoperfectandgrowingsorapidly.

2.Qualitycontrol

Thequalitycontrolneedtodofrombasic,Mengniu*smaterials

procurementisverystrictandtherearemanystandards.Rawmaterials

usedbythecompanyhavebeenstrictlytested,thentoproduct.

InMengniu,notonlytestingandproductionofrawmaterialshavea

lotofstandardsbutalsoproducttestinghavethestandard.

Mengniuspendsmuchmoneyeveryyear,todothequalitycontrolwell.

Becauseof

this,itbecomesalargemilkcompanyintheworld.

3.Training,developingandcreativityforthestaff

Inthefollow-upprinciple,proposedtheestablishmentofacustomer

serviceconcept,obviously,anorganizationrequiresathorough,

continuous,andflexibilityofproduction.Acustomerservicestrategy

inthecoreskillsofknowledgeworkershasbeenestablishedwith

customerstoestablishlongtermrelationships.Managementstructure

willbethecase：

theyneedassistanc