Party B's culture of kindness like water.

Party B's culture of kindness like water.

With the development of urbanization and the increasing urban population, housing has become the most urgent problem for ordinary people. In order to solve the housing security, a major livelihood project, the Chongqing Municipal Government has launched an epoch-making public rental housing solution.

Situation 1: Actively assume social responsibilities and strive to create win-win value.

20 1 1 At the beginning of the year, Chongqing Design Institute Company was entrusted by the public rental housing construction unit to carry out all-round design work on the pipeline, weak current, monitoring and intelligent systems in the residential area. After receiving the task, the company immediately arranged for various professional designers to form a project team to discuss and study the scheme. Due to the tight design time, huge design scale and interdisciplinary collaborative design, the project task is arduous and difficult. In the face of such a severe situation, all professionals of the company actively understand the needs of Party A and make a detailed investigation on the site, in order to better brainstorm, work together and creatively implement multi-professional joint office.

In order to successfully complete the project, designers forgot to eat and sleep, sacrificed the Spring Festival holiday, and even worked overtime at their desks on New Year's Eve. Through repeated inspection and modification of the scheme, they finally completed the design scheme ahead of schedule, winning high praise from customers and sincere trust from the other side. Through this series of efforts, we not only won more orders and created more value for the company, but also explained the profound connotation of state-owned enterprises fulfilling their social responsibilities with concrete practice.

Scenario 2: Sincere service to enhance the value for customers.

A company under Zhongtong Service received a list of V cards sent by local telecom, in which the main business requires us to send a V card to every telecom customer, and customers can enjoy preferential services as long as they hold the V card to some shops, hotels and restaurants for consumption. The main business hopes to improve the loyalty of telecom customers and achieve certain economic benefits by operating the telecom customer base. We are responsible for the production, printing, packaging and delivery of V cards to telecom customers, and timely feedback the delivery situation to the main business, and send V card guides to telecom customers. However, the actual operation situation is that telecom users rarely use it and merchants attract less and less. We think there are three main reasons. The first is not enough to attract customers; Second, it is not enough to attract businesses; The third is not the advantage of telecommunications. The actual practice of Zhongtong enterprises:

1, don't point out our views directly; 2. Let the main business send out the V card most economically; 3. Help the main business do a good job in customer information investigation and help the main business expand its target business. Results: The main business stopped operating the V-card project, and our relationship went further.

Question tip:

1、? As good as water? What is the connotation of?

2. What's the situation? As good as water?

Case review:

1. Party B's culture is the essence of China's communication service enterprise culture, the basic value regulation of China's communication service management, the guide to promote China's communication service to become a world-class outstanding performance enterprise and the spiritual driving force for comprehensive innovation management, and the development, landing and sublimation of Party B's culture. The value orientation is to benefit all things and innovate services; The core idea is to take customers as the center and change as needed; The goal is to enhance the value with service.

2. Chongqing Design Institute Company has the courage to undertake social responsibilities and overcome many difficulties, and has completed the all-round design of pipeline, weak current, monitoring and intelligent system in Chongqing public rental housing community, which has won praise and trust, not only creating more value for the company, but also serving the society. A company under Zhongtong Service knows its role as a customer. Have a hundred benefits and no harm? Things; Understanding the role of customers can help customers realize value, and it is long-term value; Earn the money you should earn, and constantly consolidate the customer relationship by enhancing the value.

Innovation? An inexhaustible motive force for enterprise development

Scenario 1: Innovative management to enhance brand image with quality service.

Anhui Guo Rui Company won the bid successfully? The first batch of base stations connected to Wuhu Mobile Reserve No.4 optical cable line project? After the completion of the project, the difficulties in the completion of the project are carefully analyzed: (1) the construction period is tight, and the contract construction period is three months; (2) Most base stations don't have supporting pipelines and need on-site coordination, which is very large. Faced with these difficulties, Anhui Guo Rui Company carried forward the spirit of innovation and established? Matrix? The project manager further strengthens standardized management, and the pipeline project department and the non-telecom project department are responsible for the construction tasks of supporting pipelines and optical cables respectively.

Before the formal construction of the project, the company made a detailed plan for the project construction cost management, project construction progress management, project construction quality management and materials used in the project. In the process of project implementation, the project manager will regularly convene members of each project team to hold regular meetings of the project, sum up the problems existing in the construction process in time, and formulate solutions. At the same time, fully communicate with all project stakeholders at the regular meeting organized by Wuhu Mobile Engineering Department to seek solutions.

With the strong support of Wuhu Mobile Company, the project was accepted and delivered in time according to the contract requirements through the careful organization of the company and the concerted efforts of all the construction personnel Qi Xin. The construction party gave a good evaluation of our company's overall project management and project quality, and the company's good brand image was further strengthened. Scenario 2: Innovate the business model and open up a new world for enterprise development.

At the beginning of the establishment of Zhongtong Jiangxi Logistics Company in 2007, the development of the company was in a difficult situation: the number of enterprises increased sharply from more than 30 to more than 90 by accepting staff diversion, while the business model only relied on related transactions of the main telecom industry, with business income of only over 30 million yuan and profits of only several hundred thousand yuan. For Jiangxi logistics company, the innovation of business model is imminent. After comprehensive consideration of various factors, Procurement bidding? Become a breakthrough in business model innovation. Since then, the company has successively built a service model covering the whole process of communication materials procurement, including agent procurement, agent bidding, quality inspection, agent warehousing, inventory management, agent distribution, reverse logistics (including maintenance and waste materials recycling auction), and built an integrated and professional supply chain management service system for information media operators and communication product suppliers.

With the continuous improvement of enterprise profitability, service level and employee ability, as well as the qualification of tendering agent, measurement certification (CMA certificate), AAA comprehensive service logistics enterprise and China for communication construction projects.

Star warehouse (four-star) qualification and ISO900 1 quality management system certification have been successively obtained. Jiangxi logistics company has always been in the forefront of the same industry in China, and Jiangsu, Sichuan and other brother units have visited the company for many times. The innovation of business model has brought broad development space for logistics enterprises. By 20 10, the company's business income has approached the 1 100 million mark.

Scenario 3: Innovating services and winning customers' trust.

Guangzhou Training Branch deeply analyzes the characteristics of enterprise examinations, and innovates service standards on the basis of the existing examination system, including a series of standardized systems, such as supporting customers to apply for registration materials in the early stage, reviewing employees' registration information, arranging the venue before the examination, preparing materials, patrolling the examination during the examination, and working instructions for staff, so as to present the most professional standardized services to customers. Through meticulous service support, a large number of enterprises outsource examination services to Guangzhou Training Branch? The powerful Guangdong Postal Company came and entrusted Guangzhou Training Branch to carry out the professional skill appraisal examination for express salesmen in the whole province, with a total of 43,000 candidates in seven periods; China Telecom Guangdong Company, which strives for perfection, came and entrusted Guangzhou Training Branch to conduct the most important post competition examination for employees. The headquarters of China Telecom Group, which is far away from Beijing, also came and entrusted Guangzhou Training Branch to conduct the skills certification examination for CDMA wireless network optimization service personnel. In one day, 32 test sites in China were opened at the same time, and a total of 17000 people took the test.

Guangzhou Training Branch will never stop on the road of service innovation and strive to move from Excellence to Excellence. Guangzhou training center always keeps in mind: customer first, dedicated service. Service innovation has won the trust of customers. In 20 10, the income of examination service in Guangzhou Training Branch exceeded10 million yuan, which became the latest strong business growth point of the company.

Question tip:

1. What are the innovative behaviors of enterprises?

2. Use cases to talk about the impact of these innovative behaviors on enterprise development.

3. What conditions support innovation?

Case review:

1. Enterprises can achieve self-improvement, self-transcendence and pursue excellent performance through service innovation, product innovation, mechanism innovation and management innovation.

2. In the above cases, management, business model and service are the innovations of the three companies, Anhui.

Through innovative management, Swiss companies have improved service quality, promoted enterprise development and established a good corporate brand image in the eyes of customers. Jiangxi logistics company has opened up the survival and development space of enterprises through innovative business models; Through service innovation, Guangzhou Training Branch has improved its service quality, won customers professionally and won a strong business growth point.

3. What is innovation? Five products? First, it is an important lifeline for the survival and development of enterprises. At the same time, the emergence of innovation can not be separated from the support of other factors, such as: encouraging innovation means tolerance and tolerance for new things; Innovation is not smooth sailing, and it needs tough character; Innovation will subvert the old model in the past and need the support and cooperation of partners; The result of innovation is often unpredictable and requires mutual trust within the enterprise; Wait a minute. Does innovation need anything else? Five products? To support, at the same time, we should deeply integrate the innovative character? Ten views? To guide our practice.

Tolerance? All rivers run into the sea, and the atmosphere is magnificent.

Situation 1: employees are integrated, inclusive and creative.

Hubei Post and Telecommunications Planning and Design Co., Ltd. carried out the absorption and merger of Wuhan Telecom Planning and Design Co., Ltd. in an orderly manner according to the deployment and arrangement of China Communication Service Hubei Company and the actual situation of the enterprise. After Wuhan Telecom Planning and Design Co., Ltd. was absorbed, the personnel structure of Hubei Post and Telecommunications Planning and Design Co., Ltd. has undergone great changes. How to give full play to the enthusiasm and team spirit of employees with different cultural backgrounds is a difficult problem in the merger. Hubei Post and Telecommunications Planning and Design Co., Ltd. responded positively and formulated the following measures:

The first is to set up a corporate culture integration promotion group. A corporate culture integration promotion group headed by the general manager and attended by the main leaders of two design companies was established. Hold regular work forums to analyze the problems encountered in the process of merger and discuss countermeasures; Second, clear positioning, accelerate development and form economies of scale as soon as possible. Adjust the market area of related businesses and clarify the subject of market responsibility. And draw up the transition plan of market adjustment to ensure the sustainable development of Hubei design company's market business in the province, and the smooth handover of business in each market area will not affect the customer's network construction; Third, seek common ground while reserving differences, be fair and just, and create an inclusive working atmosphere within the company.

By taking the above measures, the absorption and merger work has achieved the expected results, and the overall strength of New Hubei Post and Telecommunications Planning and Design Co., Ltd. has been comprehensively improved through resource integration and complementary advantages. Case 2: tolerate customers, face difficulties and always serve sincerely.

At the end of 2010/0, China communication service Xinjiang marketing service branch (hereinafter referred to as the marketing company) was established in Xinjiang Telecom? Light enters copper and retreats? The cable recycling business won the bid to undertake the recycling of waste cables in Urumqi, Turpan and Hami. At the same time, five companies won the bid, and Xinjiang Telecom required the target amount of recycling waste cables before 65438+February 20. Due to the special climate in Xinjiang, the winter is early and long, and the lowest temperature is around MINUS 30 degrees. The cold weather has brought great inconvenience to the cable removal work. Due to short time, heavy tasks, bad weather and difficult construction, three companies withdrew from the cable dismantling work, which led to the cable recycling work in seven prefectures and counties coming to a standstill. In this case, Xinjiang Telecom proposed that China Tongfu Xinjiang Company undertake the recycling of old cables in these seven cities, and the burden fell on the shoulders of marketing companies. In order to complete the cable dismantling work on time, with good quality and quantity, the marketing company bravely shouldered the heavy burden and set up a working group for the disposal of abandoned cables headed by the general manager of the company, mobilizing all employees to work overtime, day and night, regardless of the cold, fighting the wind and frost.

Ice and snow, overcome all kinds of difficulties and complete it as scheduled? Light enters copper and retreats? The cable removal work has been unanimously recognized by Xinjiang Telecom and China Tongfu Xinjiang Company. Really practiced the culture of Party B and embodied the service concept of customer first.

Question tip:

1. What is the core value of inclusion in the daily activities of enterprises?

2. Combined with the above cases, how does inclusion promote enterprise development?

3. What problems should we pay attention to when practicing the core values of inclusion?

Case review:

1, tolerance is the guarantee of harmonious and rapid development inside and outside the enterprise. Tolerate your employees, your personality and your mistakes; Inclusive of stakeholders and win-win cooperation.

2. Hubei Post and Telecommunications Planning and Design Co., Ltd. formulated specific measures in an inclusive spirit to ensure that the employees of the former Wuhan Telecom Planning and Design Institute integrate into the new working environment, realize complementary advantages and improve the overall strength of the enterprise; Xinjiang Marketing Service Branch tolerates customers, completes customers' projects in a hard working environment, creates value for the company and wins customers' trust.

3. The premise of tolerance is to realize the healthy and sustainable development of employees and enterprises, and tolerance is not connivance.

Tough? Never give up, pursue Excellence

Scene 1: Waiting for 6 days and 6 nights.

On June 5, 2009, a mountain collapse occurred in Iron Mine Township, Wulong County, Chongqing, which shocked the whole country, and all local communications were interrupted. Disaster relief needs communication command, and disaster is an order!

In the early morning of June 6, Chai Cijie, the head of Wulong Maintenance Center of Fuling Branch of Chongqing Company, led three rescuers, carrying rescue vehicles, generators and tools, and drove to Iron Mine Township for three and a half hours. After arriving at the scene, report to the scene rescue headquarters immediately and obtain a special pass issued by the headquarters before entering the collapse site. This super-large-scale mountain collapse interrupted the optical cable of a local C network base station, and all the mobile phone communication of telecommunications was interrupted. After the rescue team arrived at the scene, they immediately repaired the optical cable interrupted by the boulder. The team members rely on flashlights and headlights to connect in the dark, and connect the optical cable before dawn, thus restoring the communication of the base station. They also conducted a comprehensive overhaul of the wiring and equipment of the telecom module room in Iron Mine Township to ensure the sudden surge of local emergency calls.

At the scene, the rescuers maintained the line as a guarantee during the day, covered in mud and sweat, and ate a few mouthfuls of bread and instant noodles when they were hungry. In the evening, several people crowded into the rescue car, slept in their clothes, and fought in the front line for six days and six nights in a row. Tough quality and no regrets provide a strong communication guarantee for the rescue command and disaster relief team. Situation 2: Perseverance, successfully opening up a new blue ocean of e-commerce.

A professional company under China Communication Service Sichuan Company has spent more than three years, from entering the electricity market to obtaining? Is anyone left behind in the construction of a power grid company and its five provinces' communication resource management system project? Achievement.

I don't know anything about the market and have no relevant background in the power industry. In the face of strong competitors, in order to stand out among the 10 companies that participated in the previous project exchange, the company sent the best account manager and the most powerful R&D engineer to the project site to communicate directly with customers face to face, tailor-made solutions for customers, and undertake additional consulting services for free to help customers formulate development plans and strategic paths in the next few years. Through repeated communication for half a year, customers gradually began to recognize the company's technical strength and innovation strength. In August 2007, the company signed a resource management system contract with customers. From the moment of signing the contract, the technical director of the company led more than 60 people from five R&D teams to work overtime day and night, with an average of more than 14 hours per person per day, without weekends or holidays. in building

1 year, the company has developed several subsystems such as optical cable network, transmission network, switching network, dispatching data network, carrier, video conference, power and wiring, and communication resource management modules such as relay protection, stability and automation. In April, 2009, the acceptance committee considered that the communication resource management system developed by the company had been successfully applied, and achieved many innovative results, with high social and economic benefits, reaching the domestic leading level, and unanimously agreed to pass the acceptance.

Question tip:

1. What is the connotation of tenacity?

2. Combined with the case, talk about why tough quality is particularly important for the development of Zhongtong service enterprises.

Case review:

1. With the change of market environment, both employees and enterprises need to surpass themselves and pursue Excellence.

2. Zhongtong Service advocates Party B's water-like culture. As a service provider, tough quality is essential. Only with tough personality can we surpass ourselves and win customers. The 6-day and 6-night waiting in Wulong Maintenance Center of Fuling Branch of Chongqing Company has brought the smooth communication in the disaster area and the tenacious struggle of all employees to ensure the smooth progress of disaster relief work. The electricity market is a relatively closed blue ocean market with barriers. A professional company under Sichuan Company has made a breakthrough in the power grid market, which fully embodies the spirit of perseverance and overcoming difficulties.

Trust? Because I am dedicated, professional and expert, I am trustworthy!

Situation 1: Career gains trust and trust develops.

Jiangsu Communication Industry Management Co., Ltd. has accumulated many years of experience in the back end of Jiangsu communication industry. In 2005, it was called "Jiangsu Telecom" for its excellent property management. Good housekeeper of communication operators? .

In order to seek further development, the trust industry has won the trust of Nanjing Telecom with its actions and achievements. From June 5438 to October 2008 10, we won the management rights of three main business halls in Jiangning District. In order to improve the service quality and operation level quickly, Suxin Dunye dispatched elite soldiers, strengthened the window service of Jiangning business hall, carried out standardized management, improved the service ability and quality of sales staff through comprehensive training, and carried out? One more word? 、? Make a little progress every day? Improve the enthusiasm of sales staff and other activities. Su Xin won the trust of Nanjing Telecom with her own efforts and tangible achievements.

Thanks to the successful cooperation with Nanjing Telecom, Su Xinyi has formed a good reputation, won the trust of telecom in various cities, and successfully reached cooperative marketing agreements with telecom in several cities including Suqian, effectively expanding the development space of the enterprise. In 2007? During the period of 20 10, through unremitting efforts, * * * Company has 53 agents and its own business halls, and its business income has maintained a growth rate of more than 50% for four consecutive years, which strongly supported the smooth development of various businesses of Nanjing Telecom.

Situation 2: Trust because of concentration.

In 2009, Gansu Company was implementing China Unicom service? CTWE？ The plan carefully analyzes the company's business model and its risks, and determines the development idea of adjusting the customer and income structure and vigorously expanding the market outside the group. We seized the opportunity of Gansu Mobile's open tender for the construction and maintenance unit, carefully organized, communicated in a three-dimensional way, introduced advantages, and participated in good faith, and obtained the opportunity to be shortlisted for the construction, design, supervision and maintenance of Gansu Mobile's service cooperation. Due to historical reasons, this is the first cooperation, and mobile customers have doubts about the neutrality of Gansu Company. Facing the crisis of cooperation and trust, the management of Gansu Company proposed that we should take reality as a way to dispel customers' concerns and become an enterprise trusted by customers. The company launched the service year activity, starting with the establishment and improvement of customer service standards and service quality compliance system, and implementing various inspection and rectification measures such as dynamic analysis and notification, so as to continuously improve customers' cognition and trust and cooperation level with the actual construction of service quality and perception. After summing up the practice, the company proposed the construction on 20 10 1. Employees love, customers trust, shareholders rest assured, and society respects good enterprises? Target, and a big discussion in the whole company, after thinking, discussion and practice, make

The vast number of employees have formed a * * * understanding of the significance of trust and cooperation with customers and the importance of enterprise survival and development, that is, in the face of the inspection and cooperation opportunities and long-term cooperation expectations provided by customers, they should establish a fair and trusting cooperative relationship with customers with an honest and neutral attitude, constantly improve their professional service skills, abide by professional ethics, ensure service quality, and take reality as a mirror? Honest, punctual, professional and dedicated? Corporate reputation, win the trust of customers. It is precisely because of these * * * knowledge that the revenue of mobile customers in Gansu Company in 20 10 increased by more than three times compared with 2009, and the revenue ratio increased by 15 percentage points.

Question tip:

1. What is the essence of trust in the corporate culture of Zhongtong Service?

2, combined with the case, talk about how to gain the trust of customers to achieve the development and growth of the company?

Case review:

1. Be an expert worthy of being entrusted by customers, enhance the value for customers and improve their trust and dependence on the company.

2. Trust is based on strength and achievement. As a company with no experience in telecom business hall operation, Su Xinyi won the full trust of Nanjing Telecom Company in just three years by virtue of her excellent execution ability and good operation control ability. Gansu company holds? Honest, punctual, professional and dedicated? Our corporate reputation has won the trust of mobile customers, thus expanding more cooperation opportunities. Making customers trust is an important magic weapon for enterprises at all levels in China to expand the market and consolidate cooperation.

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