1, cutting the boys (philosophical story)
a boy to help people to work cutting grass to call a Mrs. Chen said:
Chen replied: : the boy said: people have done, thank you, I do not need a new cutting workers. You're not cutting it for workers in Mrs. Chen? Why have to fight this phone?
thoughts:
1. I think this story reflects the ISO's first idea that customer focus, continuous evaluation of inquiring customers, we can hope to know their own strengths and weaknesses, and weaknesses, improve their quality of work,
coach shoes, firmly grasp live customers.
2. This is the eight quality management principles of Article 6: Each of us is whether the staff can work with their posts, some continued to improve it?
3. Not only is the marketing staff, all employees can achieve customer satisfaction. For marketers this can be very high customer loyalty. For each of our employees, functions, only the moment of attention to our > 4. This is also the issue of communication, a person wants fair, objective evaluation so hard. Does this story provides us with a good method? It should be considered an innovation. (Marketers can learn from, pretending not to call *** dealer to see if some areas could be improved)
2, the German rules
recently read an essay, is the ridicule of the German people behave: The two neighbors were the booth marked , are such as to see the toilet signs, without any complaint that enter into their own in the pavilion. There was a time, . Our students exclaimed, I do not know why capable . They also feel that the strict, but if we execute the process in the future, ignore the system, then SAP in practice there will be any obstacles to it?
system is to allow people to follow!! please keep this in mind!
3, why buy vanilla ice cream car will Xiudou story?
----Not jumping to conclusions, writes: This is my second time to write the same thing to you, I will not blame you Why did not reply to me, because I think that people will think I'm crazy, but it really is a fact.
Our family has a traditional habit of eating every day after dinner we would order ice cream as our dessert. because a lot of ice cream flavors, so our family only vote every day to eat a meal which tastes, so we decided to drive later, I'll buy. But since I recently bought a new Pang Diya grams, when I buy ice cream in this journey the problem occurred.
you know? when I bought the ice cream is vanilla, I came out from the store manager will not start the car on. But if I buy is the other flavors, the car started to shun very. I want you to know that I am a very serious thing, even though this sounds pig. why this Pang Diya grams of vanilla ice cream when I bought it to Xiudou, whenever I buy the other flavors of ice cream, it a live dragon? Why? Why?
general manager of this fact Pang Diya g letter was really skeptical, but he sent an engineer to see what had happened. When the engineer went to this man, it is surprised to find out is to the letter was a success and optimism, and by the the educated people. engineers arranged to meet with this man's time is spent just dinner time,
coach shoes sale, so a stride jumped two cars, went to the ice cream shop to open. the result is vanilla night, when bought vanilla After the ice cream back to the car, the car has Xiudou the. The engineer later turn up to three nights. The first night, chocolate ice cream, the car fine. the second night, strawberry ice cream, the car is also all right. The third night , vanilla ice cream, the car still do not give up continue to arrange the same trip, hoping to resolve this issue. engineers began a note of what happened from the beginning to the present all the details, such as time, type of car using oil, out of the car and opened back in time ..., According to information he had a conclusion, this man bought vanilla ice cream, the time spent is less than the other flavors.
Why? The reason is that in this ice cream store internal settings of the problem. because all the vanilla ice cream is the most popular flavor of ice cream flavors, every time store for the customers to quickly take hold, the vanilla flavor in particular on display in a separate freezer separately, and place the freezer the front of the shop; The other flavors are placed farther away from the back-end checkout.
now, engineers need to know the question is, why this car would be because flame to re-activate the shorter the time will Xiudou? The reason is very clear, not because the relationship between vanilla ice cream, engineers quickly emerges from the heart, the answer should be taste, due to a long duration, the engine has enough time to heat, when re-started without much of a problem. But when you buy vanilla, due to the shorter time spent on the engine too hot that can not let the sufficient cooling time.
book review to
even if some questions seem really crazy, but sometimes it Or is it there; if we see any problems every time and uphold the cool thinking to find solutions, these problems will seem less complex would be more simple. So when you encounter problems that do not respond directly to it is not possible (IMPOSSIBLE), and not put some sincere efforts.
to do first of all to believe that the quality of customer complaints, no one complained free to find someone playing silly!
people thinking it is easy to consider their own problems, so the general conclusion is that the habit of thinking in his post-production, and therefore not necessarily reliable, serious investigation, analysis make a decision not jumping to conclusions, this is the different people and foreigners, Luo consultant once said: If you can not repeat an experiment more than five times, not jumping to conclusions, but we do often engage in one or two of data to out Conclusion.
Not jumping to conclusions 4, the young monk ringing bells
---- system (working standards) and training
; have a monk as the post of ringing bells, half down, bored to the extreme, level. very convinced the young monk asked: Bell is addicted to awaken beings, therefore, not only knocked the bell loud, but also mellow, rich, deep, distant. Bell hit a day,
2. the work of the staff behavior standard is based on guidance and evaluation. the lack of work standards, often led the efforts of employees and the company's overall direction of the direction is not uniform, resulting in substantial waste of human and material resources . because of the lack of reference, easy to form a long time employee complacency, leading to slack off work. the formulation of standards for digital as far as possible, be linked with the assessment, pay attention to operability.
3. Now that we have a working standard should be good to do it, do not discount, do not wait until the leadership that you can not do the work before it is too!
4. So companies, departments, and job training are very important to let employees know how to do, we must set a good standard, well trained!
leadership --- --- Please attach importance to the system and training,
coach bags, so as to train staff, you just do not need to be so busy
Staff ------ Please observe the system, so as to competency, you will not be dismissed because of sabotage.
5, monkey and banana
I read the story of West Point , see the West Point Laboratory has a very classic story: I took him to link with training and obedience, to share with you:
6 monkeys kept in a laboratory , the head hung some bananas, but bananas are attached to a faucet, the monkey saw the banana, is very happy to pull the banana, the result is poured by water of mess, and six monkeys know that bananas can not be touched.
then change into a new monkey, there are five old monkeys a new monkey, new monkey saw the banana naturally want to eat, but the five old monkeys know that bananas will be touched Shuilin have to stop it, and after a time, the new monkey did not ask to not touch the banana. and then pulls a new monkey, and thus, the beginning of the six monkeys were all for it, the new into the six monkeys will not touch the banana.
Experience and Reflection:
I think this story reflects the The importance of training and unconditional implementation of the system
1. the importance of training: the good experience to do the training, so that everyone sharing, training well, can be less committed errors, detours, we are in the same direction, but also to force the right direction, so the team or company will be invincible.
2. the system is to unconditionally implementation. because the system is experience. non-compliance system is to make mistakes or be punished.
6, the true story of the parachute
; ---- quality does not discount the views of more than think about the consumer does not know who
master once said the words discount At that time, the parachute safety are not perfect, even after efforts to improve the company, making a parachute parachute manufacturer's yield rate has reached 99.9%, yield should be said that even now many companies are difficult to achieve. But the Air Force has this company said No, they request to pay the parachute to reach 100% yield. parachutes so the manufacturer's general manager made a special trip to the Flight Team will discuss the matter to see if this reduces the standard? because the manufacturers that can achieve this level is close to perfect, no need to change again. Of course the U.S. Air Force flatly refused, because the quality is not discounted.
later, the military to change the method to check the quality. That is delivery from the manufacturer parachute in the previous week, a randomly picked, so that equipment manufacturers responsible person behind him, in person jumped from the fuselage in flight. this method implemented, will immediately become non-performing rate of zero.
little experience:
many things often have , and will find fault with each other rather disgruntled! that is almost on the line. as we handle complaints against the quality of the Japanese Union. I really think that some are picky. But this is a better attitude towards product quality and the rigorous and meticulous work style, attitude is everything.
Maybe we should think about the consumer's point of view: you bought in the eat bread yeast to do a hair, and what taste!? We might say that: 10 million (or 10 billion) in yeast have a pouch bags are a hair, what a fuss. But for us it is one hundred thousandth, for consumers to eat the hair that is 100%. Just think, if anything the success rate of only 99.9%, then 20,000 a year with the wrong medicine events; 15,000 babies are born each year will be Baocuo; 500 cases per week operation mistakes events; 2,000 letters per hour mail error. read these data, we certainly hope that people all over the world can be done at work 100%. because we are producers, and we are also consumers.
More importantly, we therefore feel some sense a busy day, not the mediocre of.
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