解放后对马家军的清算:Reflect management's fear of heart

Toyota President Akio Toyoda Seminar held in Beijing, bow and apologize to Chinese consumers. Toyoda, then from there we can carefully analyze, Toyota suffered a "recall the door" made after adequate reflection and efforts, if Toyota made a sufficient reflection and action, not to worry too much about the future of Toyota ; the contrary, if we ourselves can not get in the Toyota recall the true reflection, we'd be worried about the future of our business.

The first principle of customer is always effective

The product in the enterprise encountered any problem, effective solutions can make only one principle, that is: customer first principles.

Enterprises have become the enterprise, must be because it has its own value, knowledge of the enterprise is to determine the companies to survive in society's basic starting point, although the existence of the business history has been a long time, but for what the business is Drucker thought to where it gives a clear view of Mr. Drucker "The Practice" This landmark book, clearly tell us: business is to create customers, only two companies from the functional sense functions - marketing and innovation, companies can only have these two functions.

This is the real value of the enterprise, if we left the knowledge for the understanding of this enterprise, the enterprise will be lost meaning of existence. For Toyota, the fundamental reason comes down, it is concerned about the size of its focus on customer value beyond the contribution.

"USA Today Daily" reported that in 2010 ranked the U.S. market, Wal-Mart came in third place, worth 211 billion U.S. dollars, and in 2009, ranking in the Fortune 500, Wal-Mart came in second in sales volume over 400 billion dollars. I have been surprised by a retail business is characterized in the technology and knowledge era, especially after the 2008 challenge of the global financial crisis, why can maintain a strong competitive position? But if Wal-Mart's services to share ideas, you know What is the root cause. Wal-Mart's service concept: the first, the customer is always right; second, the time when the customer does not, go back to the first. This concept around the customer first, Wal-Mart department store launched a series of marketing innovation: global satellite positioning procurement system of innovation, open-shelf sale of the way, the way chain, membership sales, the way 24 hours a prescription , "front shop, back factory" model of suppliers, etc., this series of innovations, Wal-Mart commitment is to achieve "always the lowest price sales" business model. So Wal-Mart to become one of the world's most competitive, it is because it has the fundamental responsibility for customer support. Without such courage and commitment of responsibility efforts, no such body for customer identification and maintenance of their products, companies can not be achieved.

Toyoda, said at the briefing: "return to the 'customer first' origin, to improve methods and processes so far ... ... these are our order as soon as possible to restore consumer confidence, to improve the 'safety', 'quality' rather measures. re-examine the working methods, training methods, with an open mind to listen to the voice of customers, the safety and quality first, in order to enable the 'manufacture of high quality car' early recovery and to redouble our efforts. "If these views all into action, Toyota measures are practical and effective.

Assume full responsibility and commitment is the key;

I have mentioned on many occasions, I like a TV series "Dae Jang Geum," I lament the hero undaunted perseverance in the same time, he was deeply moved by one of the links, when Jewel woman health exam the teacher did not let her pass because she was too self-confident, dare to do diagnosis and treatment of any person. At that time, Dae Jang Geum feel wronged, I feel incredible, but when the teacher tells the true cause of Dae Jang Geum, I was shocked, the teacher said: "A physician must cherish the fear of the heart, to life with fear, so he will not be blinded by their own medicine. And you're too confident, without fear of the heart, so you do not have a doctor's qualifications. "medical treatment for the patient is not based on medicine, but on the fear of life , then the managers to do business and it should be the truth, we are not based on management's knowledge and management experience, but on the fear of change and life only do managers have the qualifications. If you lose focus for the product, loss of reverence for the customer, companies will lose the basis for survival.

When problems arise, the need for managers - especially senior managers - take responsibility, not looking for excuses, psychological With luck, but a comprehensive commitment. So I am concerned about the Toyota recall, is based on Toyota's commitment to undertake and how to observe, if not comprehensive commitment and commitment, can not solve this "recall" or even for Toyota, Japan's injury.

I can understand in the United States Toyoda sincerity and commitment hearing, can also be understood that the meeting in Beijing's sincerity, but the key is action on the play and pay. These may take time, but also requires more investment and effort in the final today is not to evaluate the effect, but we need to more clearly understand the sensitivity of the customer, the responsibility of the play is the core element of enterprise development, as businesses organization's success depends on understanding and meeting the customer's value, so the customer can allow enterprises to keep a clear sensitivity, and courage to take responsibility is to respond to changes in fundamental conditions.

From this perspective, leaders must first have the risk of sensitive and judgment. Managers can not simply bring the recall to determine how much loss the company; not and can not be simply interpreted as a simple customer issues; the most important decision is the impact of this matter for the customer what the customer experience what kind of loss. This is not something a customer, but all the customer's awareness event.

With sensitivity and openness to the customer's ideas and business leaders to develop problem-solving measures will include the value of liability claims. If the business is essentially   the measures set to show only the business predictable and trying to short-term goal, and no clear accountability, these measures Buguan how hard, almost impossible to be effective. I am sure that the right measures will correct the responsibility based on awareness, prevention and forward only with the responsibility of understanding can lead enterprises to design effective solutions. Business managers need to regain customer trust in an operational environment: they need the social responsibility on behalf of investors and customers represent a balance between the needs.

When we reflect on the Toyota recall, we need to know the entrepreneurs and managers have the most important quality are: responsibility and commitment. So on this day to reflect on their time Toyota has returned to the "customers first" principle, has begun to assume full responsibility and commitment, and we do not need to judge the event for Toyota this time the extent of impact, nor Toyota need to determine what the future will be met with challenges. In my opinion, I would like to see is that our business managers can also be the same as the reflection Toyoda, truly understand the principle of customers first, understand the value of responsibility and commitment to, and not wait to pay the same as the Toyota painful lesson when it began to reflect.

Drucker clearly warned us: "Managers have to focus on contribution and knows how to work with their long-term goals. He often asked myself, 'my service agencies in the performance and results, I have What contribution? 'He stressed that responsibility. "We need to continue the process of growth, to ask ourselves: is our responsibility and commitment are what? Contribution to our customers is what?