A very important issue is the refinement of services

Everyone netizen everybody good morning, I come from the Tang Tanji of the only product will, just now Wang always said a very important topic, that is refinement service, he spoke very well. I speak in detail about the fine operation of the electrical business, I am today mainly in the refinement of the operation to share my experience. I try to tell the truth and tell the truth without wasting 25 minutes of precious time.

Before I give a speech, let me tell you the logic of my speech, first of all, a simple talk about the characteristics of the operation of the electric business is what, perhaps some people say this is too simple, but I want to tell you, in a business, the real power of the operation of the business process is not even 10%, this foundation, I again introduced the need for fine operation, what is fine, we have to make a good definition, we have to understand the essence of refinement is what, and then the actual case, said that the electrical business of fine how to operate, and finally refinement of the understanding of the misunderstanding.

The operation of the electric dealer is the same as the war, grandson Yue: "Where the law of military forces, the country, the second, the whole army for, the Broken Army second, the whole brigade for, broken Brigade second, all the stroke, the second, the second, the whole of the Wu Wu, the second." is so victorious, not good good people also, do not fight and bend the soldiers, good people also. Therefore, the soldiers to seek, the second cut, and then the next cutting soldiers, its under siege. Siege of the law as a last resort, the electrical business, especially the complex, many, fast, miscellaneous, new, our cash flow, document flow are intertwined in a piece, to one of the corresponding, to synchronize the update, while a lot of time and mutual influence, some time cause and effect, if there is no flow, no good products are not used.

Many are more categories, more orders, the state of goods, Carrefour and Wal-Mart, our electric business is the SKU is the basic million, a Carrefour store one day sales are 40 to 600,000, one of our website sales of a day is tens of millions of, or even billions. SKU so much how we organize, and the organization of the information is correct, like a needle in a haystack, millions of items to pick out a product and is guaranteed to be accurate. Some bosses posted notices and notices on the website, and we saw the piles of goods and orders that couldn't be made in the warehouse. My heart feels the same as everyone else. We're asking for fast delivery.

Quick, contradictory questions.

Miscellaneous, customer changes are complex.

New, we face new situation new problem all problems let us inundated, a lot of time at a loss.

We see very high management costs, the customer complains like the tidal wave, has shaken to the electricity merchant this profession, many things are the detail aspect, one person's DNA and the mouse's DNA most is the same, but is because a little is different has caused the human and the mouse difference. There are some differences in the genetic details of a particular category, and the results are completely different. What are the root causes of these problems? Corporate culture or the managers of our enterprises do not mind the delicate operation of the attitude, we do not have sophisticated operation of the understanding and action, most of the management is presented with a superficial, repeated, halves, we will eventually suspect the right thing. What is the essence of fine operation? Must be the strategic objectives of decomposition and refinement, so that refinement is the first strategy, to minimize the consumption of resources and reduce management costs, refined is excellence, repeated thinking of innovation, continuous improvement. Fine is a small, trivial, inquisitive the bottom of the details. We do the electrical business is essentially retail, we deal with 1 million SKUs, if the fine management, we can quickly perceive the temperature of the market, such as fever, if the whole system of normal, for example, 39 degrees is a fever, this is the cause of the sense of failure, if it is fine management will not prevarication, It's impossible to get a dog with a mouse.

What is a team? The essence of the team is to do their own things first, and then help the brothers and comrades do other things, is definitely not a swarm. Meticulous management is the emphasis on logical management, enterprise three chickens plus four ducks equals how much, many enterprises say equals five dogs, enterprises in this logic wrong things abound. Fine management makes everything open and transparent, usually in the sun, all on the table. Now a business or is operating on the internal bucket is not fine, the enterprise's refined management emphasis on the way of foresight, this is the refinement must speak the reasons for the strategy. If one thing is wrong in itself, the more refined we are, the more we make the details clearer, when we do not know the direction, the best decision is to stay still, think clearly again move, think clearly can succeed, many sites today to sell this category, tomorrow and sell that category, did not think clearly things began to do, Electric business is fast fish eat slow fish, we have to act quickly, with my own experience, did not think clearly things, especially the strategy did not think clearly things should not be blind.

If you think clearly, we'd better know what the next situation is, or what the risk will occur, I often emphasize a point of view, any one point of view, customer unit Price is the cornerstone of the electric business model, I often speak in many places, in the only product unit price must be strictly maintained. Think clearly after this thing to know, this is a very large cornerstone, customer unit price if it is to fall again clever business model is not possible, all affect the customer unit price of customers policy, goods and operating policies must be careful to engage in, but many enterprises do not think clearly, the whole field free shipping, this policy should be careful, We used to have a business that was supposed to be good, but in order to compete, to the consumer free shipping, then the customer unit price has been down, there have been 10 of dollars of orders accounted for the entire company is 34%, a package of normal in Beijing to do is five dollars, customer price only 10 yuan, 5 dollars accounted for how much? This is a very simple truth. The cost of sending a parcel is so high, how about gross profit? So think clearly.

Meticulous operation emphasizes top design and process optimization, the development of new business core refinement how to design business processes and design organizational structure. The value of an enterprise's senior management is that it will design a rigorous professional business logic process, now many enterprises to talk about business model talk about the entire electrical business environment, frankly did not go deep into the inside, we say that judge a person, a business is to see the business logic design and top design. Grandson said "Road, heaven, earth, Will, law", so that the value of the enterprise's senior talent is reflected in this place. Enterprises speak fine to the first of all the highest level of talent to speak fine, senior talent does not take the atmosphere is not.

The specific management requirements of the Senior director under the average day at least at the actual scene to give me one hours, we require the company's senior managers to go to the Customer service center to listen to the phone, this is to connect the atmosphere, see the logic process design what the problem, do not give all these questions to the small staff, or just graduated from college students. This is the most embodiment of management level and professional place, here if you want to do brand special sale, like only goods will be the same, it must be commodity operations, flow import, differentiated competition, order management, information systems, logical processes, etc. are designed to minimize the movement, consistent, simple thinking, loop clear.

The operation of the electric operator emphasizes system drive, when we service personalized is for a certain type of customer personalization, not each customer personalization, enterprise management must be the same, the core of management is to complex things into simple things, design simple process, standardize the curing of various actions to the system to drive it to achieve it. Now the father of Management Taylor mentioned four core, the first is the standardization of labor methods, although it has been proposed more than 100 years of history, now the core of management is four aspects, the standardization of labor methods. Scientific training enabled him to know how to perform without distortion. The third is the differential wage system. The four is the function division of labor, absolutely can not cross the function.

We want to design this process and then use the system to implement, any one employee, any action is the system to do, now many enterprises have no supplier of the file after delivery, hurried to the line, the results found that some things are not sold, and finally busy half to death, the business has not been made a lot of cost. We have a business to think of everything clear, and then training good staff, so that the implementation does not distort.

Electrical business fine operation, operating system to constantly change, I just arrived at the time is more than 1000 single day, now is nearly 200,000 single. Basically I do one hours a week for any type of job. Including the management of commodity operations, and so on, I think every day is when the order to 400,000 orders when we have to change, so that the continuous innovation and continuous development, the simplest way to achieve more complex tasks, this is the embodiment of professional standards. A warehouse from thousands of square meters into tens of thousands of square meters, the inspection of goods design, walking route, including the algorithm is constantly changing, the essence of fine is process innovation.

Electric business Fine emphasis does not engage in across, now a lot of electric business is across. Our emphasis is on precision strikes. Now the big hot data is refined concrete performance. Meticulous operation emphasizes the data speech, emphasizes the careful consideration, emphasizes the depth, emphasizes the analysis, the remaining cost is the refinement result instead of the goal. Meticulous operation must be the pursuit of the supply chain and the total cost of service chain, the highest efficiency, refinement to keep up with the downstream partners to discuss.

Electric business fine is also not red tape, will simple things become complex is fine of the enemy, fine operation to grasp the essence and the main contradiction, rather than trivial things are engaged in a operating standard, the operation is very complex, a lot of processes and documents.

Today we share so much, thank you!