Ren Zheng Fei, president of Huawei, said: "Resources will be exhausted, and only culture can last forever." Studying in Huawei, a world-class enterprise, really feels Huawei culture, which is externalized in how to serve customers well, unite and lead employees and promote enterprise development. I study Huawei's core values "customer-centered, struggler-oriented, long-term efforts and self-criticism." , record and share the Huawei corporate culture seen, felt and thought during the training and learning process.
Huawei people believe that "you are good to customers". How to treat customers, so that customers have a perception and experience beyond expectations? I realized Huawei's excellent customer service in the details.
The first is a vibrant and sunny corporate style. During the training, we stayed in Anpu Hotel in Huawei Shenzhen Park, Huawei University Training and Dongguan Production Base. Huawei employees show energetic and polite spirit and temperament.
We arrived at Huawei's Anpu Hotel in Shenzhen. There is no welcome in the spacious and bright hall. There is neat mineral water on the welcome table at the door, and a small desk card stands next to it: "Dear driver, thank you for providing excellent service for our distinguished guests. If you are tired, please drink the water we have prepared for you. " In the spacious and bright hall, there are two fashionable robots serving. The waiter with elegant makeup smiled and told the curious guests, "This is our robot, which can provide you with navigation, guidance and other services. You can try! " Humanization, new technology and high quality are Huawei's first impressions.
From our first contact with the staff who picked us up in the storm, to the beautiful young service staff of Huawei Hotel, the technical explanation experts in the product exhibition hall, to the meticulous young staff in the factory and the scientific researchers in the R&D park, Huawei people have shown a positive, sunny and uplifting spirit.
In the team building course training, the teacher said: an enterprise is like a person, it will have its own unique temperament. What Huawei people show is a positive attitude under innovation and hard work. This kind of temperament will quietly convey a kind of goodwill and confidence to customers, and also make us all inexplicably in a good mood. This will invisibly add points to the customers that Huawei has contacted in the market competition.
The second is the reception service that pays attention to details. Reception service reflects the professionalism and work habits of an enterprise employee. When we walked through the hall full of science and technology in Huawei University and sat down in the classroom, our training table was neatly arranged with textbooks, notebooks, pens and glass cups. The staff told us that the cups have been sterilized at high temperature and everyone can use them with confidence. Each lid has a name that can be written on it. The tea in the tea break area is marked with Longjing tea, Pu 'er tea, black tea, Tieguanyin tea, coffee and boiled water ... These meticulous and thoughtful services reflect the quality services they bring from the customer's point of view.
Our training cost the company a lot of money, but because of the good service experience, we feel it is worth it. Services that meet and exceed customers' expectations, even if customers feel "expensive", will be expensive because they are good and will be willing to buy them. Thinking about the opportunities brought by network perfection and 5G to China Telecom, how to establish a truly perfect service culture from the perspective of customer perception and guide our sales staff, account managers and maintenance personnel to provide high-quality differentiated services with competitors? There should be a lot of room for improvement.
Excellent enterprises are excellent precisely because they pay more attention to details, carry out in place, carry out more thoroughly and have more effects. Huawei's customer experience reminds people that excellent employees know how to cultivate their good work habits in long-term work and form their precious personality in long-term accumulation.
The third is a beautiful and clean environment. In our training, the environment is beautiful, neat and orderly, whether in the hotel, the training classroom or the factory we visited: spotless flowers and green plants, shiny and clean floors, etc. And the training classroom is simple and convenient, which makes people feel comfortable and relaxed inside. At the same time, I also feel that the "Youth Project" of Changde Telecom has continuously improved our working and living environment such as offices, canteens and bathrooms, and it is also a little proud to keep pace with first-class enterprises.
Such a good environment has strict and orderly management rules behind it. I saw a wall sticker on the wall of Huawei bathroom, which read: "My motivation is up to you: in order to continuously encourage the service quality level of the bathroom, we will conduct a satisfaction survey through WeChat scanning code, and select 30% of the best bathrooms in the region according to everyone's evaluation results. The management office will give the person in charge of cleaning a monthly 200 yuan reward. Thank you for your participation and supervision! " The fragrant and clean bathroom reflects respect for people, but behind it is the service thinking of "my service evaluation is the customer's decision" and strict and accurate enterprise management.
The customer service experience at Huawei really made me feel the details of service and service management, and how to be excellent from the perspective of human nature.
Only talk about credit, not hard work. From the initial 2 1 10,000 yuan, Huawei has developed into a world-class enterprise with 654,380+0.93 million employees, covering 1.70 countries, with an output value of 700 billion, and the annual growth rate is 20%. Teacher Du, who has worked in Huawei for more than 20 years, said that Huawei has achieved its goals step by step, because it only pays attention to teams and individuals, and they pay attention to results rather than processes.
Huawei employees can choose to sign two contracts: Struggler Contract and Laborer Contract. The contract of the strugglers is to agree to global mobilization and listen to the call; Workers only work in China under contract, that is, conditional work, but the salary is only 80%. Strugglers strive for their goals in their own work. In the "Leadership Training for Middle and Senior Managers in Enterprises", the teacher used "How to make a cat eat Chili sauce" from the beginning to stimulate employees' spontaneous will and behavior, and management will have ideal results.
Huawei's performance management rule is that every year, 10% of department employees are eliminated due to unqualified performance. Our business environment is much warmer. If we and the leadership team abandon the concept of "no credit but hard work", the action will be more pragmatic and efficient.
Emphasize group struggle. Huawei has operations in 170 countries around the world, and their institutions in each country have set up "national representatives" to be responsible for regional operations and personnel management; At the same time, they also have a vertical business technology management system to support their operations.
In the training of "Building a High Performance Team", Mr. Du played a video of a group of hounds hunting in the snow. In training, Huawei's group struggle is interpreted as a high-performance team. Their "three highs" are cohesion, high morale and high performance, and their three fruits are team performance achievement, team growth and personal growth. To build a high-performance team is to have goals, roles and responsibilities, rules and procedures, and a team atmosphere.
The key to group struggle is to create high-performance team execution, which is an art and needs to be explored constantly in daily work. It should have the same goal and should be broken down into plans; * * * Enjoy leadership and continuous learning; Effective workflow; Open communication, respect for differences, flexibility, mutual trust and respect. They admire the coach's management methods. While studying, I think about how to practice coaching management in the "self-coaching" work for many years.
There is no difference between struggle and demand. Huawei is based on strugglers, and advocating struggle does not necessarily require scientific research by R&D departments, nor does it necessarily require bullets in marketing. As long as the work is constantly improved, the efficiency is constantly improved, and the value is generated for a long time, it is a struggle, and its main body is the struggler.
On the fourth day of training, I visited Huawei's product exhibition hall, high-tech exhibition hall, elegant environment and beautiful reception staff in the morning. Such a high, large and elegant environment has undoubtedly filled the workers with pride. Next, visit Dongguan Park, a highly automated production plant for 5G antenna equipment. There is naturally a big gap between the environment of the production workshop and the exhibition hall, but the corridor on the first floor is a display board of outstanding employees marked by their "artisan spirit", followed by a display board of workers' innovative suggestions, which introduces the personal situation and suggestions of innovative suggestions in detail. The team management display board on the second floor is a chart of 3 1 day. Every day, every employee needs to choose to express his emotions before going to work, remind managers to pay attention to employees according to their self-evaluation, and visually evaluate employees with red and black grapes every day. The exhibition area on the third floor is an award display board for outstanding teams and outstanding "artisan employees" selected for half a year. Visiting all the way down, people really feel that even a worker on the factory assembly line is respected and has status, and employees have feedback if they contribute.
As a huge enterprise, Huawei pays attention to employees in every position and advocates employees' innovation and enjoyment, which has brought about the rapid development of the enterprise. It inspires us to pay equal attention to employees in all departments and positions to practice the same values and actions.
Huawei has the legendary generous salary of 700,000 yuan a year, and has a career of financial freedom and time freedom after retiring at the age of 45. But do you know how these strugglers get high salaries?
One person, one kitchen and one dog. We used to see photos of high-tech people all over the world on the cultural wall of Huawei University. Knowing the scene this time, we were curious and puzzled about "one person, one kitchen, one dog" and "mosquito tornado".
We learned from the staff introduction that Huawei's "20 minutes" was shared in July 20 19. An account manager of Comoros, an overseas island country in Africa, told this story. From 20 13, he learned to do it with a society in a "primitive society" with backward economy, poor infrastructure, lack of materials, no water and no electricity, and almost "isolation". After staying on the island for six years, the submarine optical cable project was completed, which realized the coverage of 2G, 3G and 4G and fiber to the home, making Huawei the most popular and respected China company in Comoros.
This story was heard by the boss at the speech site, and was defined as Huawei spirit, and then quickly fell into the visible Huawei spirit and spread within the enterprise and on the Internet. Feel such a grounded culture, we take photos, discuss and chat under this picture. The leaders of some county companies are lamenting that it is difficult for many remote branches to find suitable branch directors because of the lack of talents. The harsh environment and fierce competitive pressure have made many employees afraid of difficulties.
During the training, the teacher listed the real needs of his superiors and subordinates. Among them, after investigation and analysis, subordinates really need to be appreciated, belonging and understanding subordinates, followed by job security and high income. Understanding this will help us to lead and manage employees with limited resources and increase our confidence and methods.
Admittedly, we don't have the high salary of Huawei's overseas employees to motivate employees, but Huawei trainers also said that no employee can continue to be motivated by high salary. Huawei divides employees into human resources, talents, talents and people "cutting" and classified management. Most employees are motivated by vision and culture. Both overseas executives and ordinary front-line workers advocate long-term persistence and efforts from top to bottom. This is also a constant source of power for an established enterprise.
Wolf culture
Teacher Du told the story of "sending sweaters thousands of miles" for customer relations. He flew thousands of miles to send a sweater to his customers and touched them, but it was also valuable to sign the bill. If you can't sign the bill, there will be no performance.
People see that Meng Wanzhou is under surveillance today, and she can still live and study gracefully and quietly in a Canadian villa. However, few people know that after the leakage of 20 1 1 Fukushima nuclear power plant, she personally went to the site to inspect Huawei's customer equipment. This kind of courage and responsibility as a team leader is incomparable.
These are all proofs that Huawei people are hard enough for themselves, good enough for customers and persistent enough for the market.
Mat culture
Legend has it that there is a mat in Huawei employees' office, which is used for lunch break at noon and a short break at 7*24 when working overtime at night. Huawei people have high-intensity work pressure, but they have a calm and optimistic attitude to deal with these.
On the last day, we went to the West Village Park in Songshan Lake, where there are exquisite European-style buildings, winding rivers and hillside full of flowers. Everyone smiled and said: this is a beautiful life, and we yearn for a beautiful life. I think people often see the brilliance of others, but it is difficult to understand their sweat and efforts. It is also difficult for ordinary enterprises to keep asking, whether it is good or bad, like Huawei: Can it be improved? Can it be improved? Can you still improve the per capita income? It's spring now, but winter is not far away.
During the week-long training, we also learned "Winning in the Cloud Future-Cloud Computing Business Transformation and Cloud Industry Ecology", which made me less confused about "cloud business"; "5G Driving Forces and Industry Trends" let me know more about how the development of 5G will change our industry and future life. The management team of Changde Telecom also presents a team image of active learning, obeying rules, unity and friendship, which makes me feel confident and proud and walk with excellent people.
Knowledge is constantly changing, and culture will continue to accumulate. I hope we can internalize Huawei's corporate culture spirit of "customer-centered, struggler-oriented, persistent and long-term struggle" into our own positive energy, and keep ourselves and the team positive, energetic and growing!