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2021
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Qilu Packaging Machinery Morning Meeting—Enhancing Service Quality, Ensuring Production Quality
Author:
Administrative Department – Cheng Guodong
Time: Early morning, October 26, 2021 Location: Qilu Grand Auditorium Meeting Theme: Enhancing Service Quality and Ensuring Production Quality Attendees: All employees of the company Meeting Agenda: Summary of the Comprehensive On-site Management Inspection I. Wang Tongtao, Head of After-sales Service, explained “The Meaning and Components of After-sales Service.” II. Zhang Haoguo, Deputy General Manager of the company, explained “Product Quality.”
Time: Early morning, October 26, 2021
Venue: Qilu Grand Auditorium
Conference Theme: Improve service quality and ensure production quality.
Attendees: All employees of the company
Meeting Content: Summary of the Company’s Comprehensive On-site Management Inspection
I. After-sales Manager Wang Tongtao explains “The Meaning and Components of After-Sales Service.”
II. Deputy General Manager Zhang Haoguo explains “Product Quality.”
Administrative Department
October 26, 2021
The meaning and components of after-sales service
——Wang Tongtao
This year marks a milestone for our company, Qilu Packaging. With the renovation of our workshop, our production capacity has increased significantly, and we’ve seen a breakthrough in sales order volume. While our sales volume is growing, we must place even greater emphasis on enhancing product quality and improving after-sales service. If the sales team is the company’s vanguard, then the after-sales service team is its strong backing—a vital and indispensable part of the company. Today, I’d like to take this opportunity to briefly share some thoughts with everyone about our after-sales service.
First, as the head of after-sales service, I’d like to thank everyone for your support over the past period. In today’s era of rapid economic development, after-sales service is receiving increasing attention from more and more companies. Quality is the cornerstone of a company’s survival and growth, while after-sales service serves as the foundation for its sustained development. To deliver excellent after-sales service, we must prioritize quality above all else, continuously track and address customer needs, and ensure that our services go beyond mere equipment installation and repair. More importantly, after-sales service reflects our company’s service standards and sense of responsibility. This, in turn, places even higher demands on our after-sales service team.
In future work, the after-sales service team should collaborate with the sales team and all departments of the company to carry out the following tasks:
1. Cultivate a high-quality, highly skilled after-sales team. After-sales service personnel don’t just interact with customers—our company itself is our ultimate customer. We must take meticulous care of all company-owned equipment and products, including components, to ensure that no issues arise when we’re on-site at the customer’s location. This is the fundamental principle underlying our service approach.
2. Actively cooperate with the sales team to provide excellent after-sales service to customers, promptly assisting them in resolving various faults and issues encountered during on-site use. Of course, this requires strong support and cooperation from all departments within the company. It is only with your support that the technical expertise of our after-sales service personnel can be significantly enhanced, enabling us to deliver high-quality service to our customers.
3. Coordinate and effectively manage the relationships among the Production Department, the Technical Department, all company departments, and the After-sales Service Team; ensure adequate emergency preparedness for personnel; and safeguard the mutual interests of both the company and its customers.
4. Strengthen the sense of responsibility among after-sales service personnel, enhance their commitment and accountability, and build the “Qilu After-Sales” service team into a high-quality, superior, and efficient service team.
5. Enhance the overall service level of the after-sales team, covering various aspects such as interpersonal communication, solution communication, installation and maintenance, and telephone issue resolution, thereby showcasing the excellence of the company’s after-sales service team.
6. Actively cooperate with employees from various company departments who are traveling on business to resolve temporary, unexpected issues.
7. Based on the geographical distribution of our customers and under the leadership of the General Manager and the Sales General Manager, we have established branch offices and after-sales service centers. Currently, our company has preliminarily set up service outlets and branch offices in Chengdu, Sichuan; Maotai, Guizhou; Hebei, Beijing; and Hangzhou, Zhejiang. Guided by the principles of efficiency, high quality, and speed, we are committed to providing customers with superior services and building a strong brand image for “Qilu Machinery.” According to market feedback, the company’s leadership has demonstrated the right direction through its effective guidance, and customer evaluations of our after-sales service are steadily improving.
8. The composition of the Qilu after-sales team is not limited to personnel from the production workshop only. The after-sales team involves members from multiple departments, including company leadership, the sales department, the technical department, the production department, and the procurement department. Currently, our company has an outstanding after-sales team, and we are now releasing the list of after-sales personnel:
Tian Shichao, Tian Weigang, Li Mingguo, Liu Peng, Song Yushuang, Wang Nengshuang
Li Zhenghai, Wei Hang, Zhang Guibin, Wang Yonggang, Zong Yunxiao, Wang Tongjian, Wang Hongjian, Zhang Yindong, Zhang Xuedong, Li Haidong, Xu Junmin, Cheng Guodong, Zhang Guoqing, Sha Tianmin
Zhang Haoguo, Yu Xinmin, Lü Wenshan, Wang Tongtao, Yang Fengjun, Wang Tongjie, Liu Jindong, Ma Zhenhuan, Tan Jinlun, Lü Zengshan, Wang Shiqing, Li Jiwei, Zhao Baosen, Lü Chuanlin, Shi Xiangguo, Wang Shixi, Liu Taijie, Liu Jinliang, Liu Xinming
Tian Baishen, Yin Shichang, Zhang Yonghao, Li Guokui, Zhao Juncheng, Yan Kuitao, Tian Jun, Wang Jianliang, Yan Xuehai, Gao Yanshu, Du Jun, Sun Yu
Lü Yang, Jia Fuchun, Su Zhiquan, Wang Guotao, Liu Fulu, Wu Yuming, Zeng Xiantong, Liu Cheng, Zhang Baosen
Li Mengyang, Zhang Xiao, Mou Sichao, Zhang Zixin, Shi Kun, Liu Chao, Dong Hai, Liu Laibin
Zhu Hongsheng, Zhao Jiayang, Li Wanlin, Feng Jianguo, Jiao Zhihong, Yang Guangyu, Liu Boxian, Wang Qingguang
The above list of personnel represents only a portion of the company’s staff—comprising both new and veteran employees. The company also boasts a large number of outstanding employees who are welcome to self-recommend or be recommended by their department leaders to join the after-sales service team, thereby helping us build and strengthen our after-sales team together.
After-sales service is the lifeblood of the company and serves as the vanguard for showcasing its technological strength. However, after-sales service is not solely the responsibility of the after-sales manager or the after-sales team—it’s a shared responsibility of every single employee in the company, requiring strong support and assistance from personnel across all departments. Only when everyone raises their awareness of quality and reinforces the importance of after-sales service, continuously improving the quality of the company’s products, can we truly grasp the essence of “after-sales service.” Only then can after-sales staff provide customers with high-quality service, enabling the company to achieve sustainable and stable growth.
My remarks are now concluded. Thank you, everyone!
Implement production quality and improve product quality.
——Zhang Haoguo
Product quality is the lifeblood of a company. From its inception to gradual growth, solid product quality is the key that enables an enterprise to survive in the fiercely competitive market. As social division of labor becomes increasingly refined and specialization deepens, only by pursuing excellence in production and ensuring top-notch product quality can a company stand out from the competition. From product design and process flows to workshop production, transportation, and sales, every stage has meticulously defined and controllable quality management standards. Throughout the production process, process requirements and quality levels are rigorously monitored, and an independent quality assurance system is established, separate from production management itself. Only then can a company maintain its momentum of rapid development in today’s increasingly competitive environment. Moreover, product quality hinges critically on our production quality—production is not merely the responsibility of the production department, but rather a concern that involves every single department across the entire company. Therefore, I’d like to illustrate the importance of product production quality with several relatively typical examples:
Main content:
1. Sales Department: First and foremost, it’s crucial to ensure the accuracy of order plans—for instance, whether the dimensions of packaging materials fall within the applicable range of the company’s equipment. The order plan marks the start of production; only by guaranteeing its accuracy can subsequent work be carried out more precisely and efficiently.
2. Technical Department: Technical personnel should provide accurate drawings in a single submission, enabling workshop staff to produce the appropriate parts precisely according to these drawings. Specific issues currently encountered include alignment problems, change-related issues, drawing errors, bolts for the impeller of bottle-rinsing machines, and issues with spiral rods. We hope that these problems can be corrected promptly in the future to avoid increasing product costs and preventing quality issues arising from the aforementioned problems.
3. Procurement Department: First, the primary issue is that procurement was not conducted in accordance with technical requirements. Second, there are quality problems with sheet-metal parts and machined components. These issues not only delay product production but also lead to frequent rework due to substandard parts, resulting in not only delays in shipment schedules but also substantial costs in terms of labor and time.
4. Furthermore, for the Production Department, we should place even greater emphasis on ensuring production quality—starting with small details and paying close attention to every aspect.
The quality issues discussed above represent only the tip of the iceberg—there are many other issues that we have yet to address in detail. Of course, after analyzing these problems, we’ve realized that product quality is not merely a matter of technical expertise; more importantly, it hinges on a sense of responsibility—a point that company leaders have repeatedly emphasized. While technical skills can be developed through training, employees lacking a sense of responsibility will invariably be reassigned to different roles. Product quality is everyone’s shared livelihood; any failure in product quality will inevitably cause losses for both the company and its employees. We must fully embrace the concept of quality management throughout the entire product production process, establish an independent quality assurance system separate from production management, and strengthen quality inspections and oversight throughout the product realization process. Especially in today’s sluggish market economy, we must place even greater emphasis on product quality and strive to win by delivering superior quality!
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