Start with user needs、Stop at user satisfaction，Develop more new technologies、New products and services。
Customer satisfaction is the foundation of an enterprise.，Enterprises should be user-centered，Starting from meeting the needs of users，Scientific design of business processes、Use effective tools and methods，All departments cooperate with each other.，Deliver satisfactory products to users，Achieve business plan objectives。
Customer satisfaction is the foundation of an enterprise
Users are only willing to pay for products or services that they are satisfied with.，This is the cost they pay.，For enterprises, it is revenue and profit.。Enterprises should produce products that users are willing to buy.，Therefore, all work should be done to produce high-quality products.，To achieve the goal of user purchase.。Customer satisfaction management means that enterprise management begins with user needs.、Stop in the process of customer satisfaction，Give full play to the advantages of resources，Provide quality products，Users are willing to pay for it.，Operation and management of sustained growth of business income of enterprises。
In reality，Many businesses just put“Users are satisfied”Stay on the concept，Or hang on the wall as a slogan.，Not effectively landed。Throughout the excellent business management cases at home and abroad，The most important factor for the success of an enterprise is to take the user-centered management idea as the core value.，Promote the orderly operation of various production and operation factors to achieve customer satisfaction。
How can enterprises satisfy users?？How to make users willing to pay?？This requires enterprises to combine the pain points of user needs with production and operation work.，Mobilize resources to help users solve problems、Create value。Enterprises should realize that customer satisfaction is the pillar of sustainable operation.、An incentive to work hard、The basis of personal value realization，The starting point of all actions is how to create value for users.，Have users in mind。Customer satisfaction is the success of the enterprise，Therefore, the pursuit of customer satisfaction as the eternal purpose of enterprise management.。
Start with user needs、Create value in customer satisfaction
Peter, the master of management·Drucker once said,：“The ultimate goal of the enterprise，It is also the ultimate goal of economic activities.，That is, creating customers。”The work of enterprise management has always been carried out around discovering and meeting the needs of users.，Start with user needs、Continue to develop more new technologies in the process of customer satisfaction、New products and services to continue to meet the growing needs of users。In order to deliver products to the satisfaction of users，Enterprises should integrate human resources、Financial resources、Technology、Material、Production、Supply、Sale、Service、Quality、Administration、Resources such as information and evaluation，Develop to fully meet the needs of users、High user satisfaction、High quality products with strong market competitiveness，Realize the value transformation from resources to products，Deliver with high quality to fulfill the user's promise。
Internal user relationships are formed by processes in which departments interact with each other，Will“User”The concept is introduced into the organization，The demand orders of external users become the driving force for internal departments to cooperate with each other.，Take the best process as a model to promote coordination and cooperation among departments、Each performs its own duties、Ring by ring、Orderly operation，Strive for“Zero defects”Delivery，Meet the needs of external users，Reap the benefits together、Share the results。On the contrary，If there is a product quality defect、Unqualified or user complaints, etc.，Then the efforts made by the enterprise will not produce benefits.，Causing waste of resources、Increase costs、Consequences of reduced competitiveness。
Quality is the life of an enterprise，Enterprises should realize the importance of quality.，High quality products can enhance the reputation of enterprises.，Win the trust of users，This will lead to more orders.。
The realization of business objectives begins with the acquisition of user demand orders.，Make use of“Human, Financial, Technical, Product, Supply and Marketing, Service, Quality Control and Credit Evaluation”And other resources，Deliver to the satisfaction of users（As shown in fig. 1）。
Demand order is the enterprise's commitment to users.，Promises should be kept、Carefully perform、Deliver on time，Don't let users down。Enterprises should control the quality of each link，The process determines the result、The devil is in the details，Make users willing to pay and satisfied，Have the willingness to cooperate again and recommend to others.，Ultimately, it will gain the loyalty of users.。
As the main body of value, enterprises need to balance shareholders.、 Staff 、Supplier、The interests of relevant parties such as the government and users，Enterprises need operating income for their own operation.，Shareholders need to get a dividend.，Employees need to be paid.，The supplier needs to get the cooperation income.，The government needs to get the tax revenue.，The user pays the business.。All parties should contribute to the efficient delivery of customer satisfaction products.，Only in this way can we realize our own interests and the overall interests.。So，Enterprises should establish a management system that satisfies users.，Scientific design of workflow and selection of effective tools and methods，Closely integrate with the interests of relevant parties，Promote all kinds of resources to work together to achieve the common goal of customer satisfaction.。
For example，A small and medium-sized construction machinery company，The scale is not large、Not many people，There are problems in the establishment and management of some departments and posts.，Not sound、Not systematic，The work is repeated and overlapped，Frequent wrangling and prevarication，The operation efficiency is low。In recent years，As the market shrinks、Intensified competition for product homogeneity，The company is facing an urgent need for transformation and upgrading.，Under the personal promotion of the leader，Import User-Centric Work Mode。After training，The company has readjusted its business processes.、Department responsibilities and positioning，Advocate all actions to solve problems for users as the goal，Departmental coordination with clear priorities，Orderly organization and operation。
Enterprise employees focus on serving users.，Actively cooperate in order to deliver satisfactory products to users、No complaints，Changed the bad work habits in the past，Improve the quality and efficiency of work。The company uses services to create differentiated competitive advantages.，In the context of the market downturn，Gather the strength of all staff to work together to serve users，Turn losses into profits，Steady growth in performance。
Construct a management system with a clear distinction between the main and the auxiliary
The management of enterprises should operate in an orderly manner.，It is necessary to clarify the leading and supporting relationship of various departments.，Construct a management system with customer satisfaction as the goal（As shown in fig. 2），Clarify the sequence and cooperation relationship in the work，Take the end as the beginning to promote the orderly operation of all work。
To sell、Led by sectors such as technology and manufacturing，With human resources、Supported by financial and functional management departments，Establish an operational mechanism of leading responsibility and assistance.，Efficient use of resources，Create quality products，Achieve user satisfaction delivery。
Customer satisfaction orientation is the foundation：Establish a management system and decision-making mechanism aimed at achieving customer satisfaction delivery.，Encourage and restrain all departments to cooperate with each other，Do not push user needs or challenges to other departments or colleagues，Think and solve problems from the user's standpoint，Communication and cooperation between departments and colleagues based on“Right thing, not right person.”。Try to get feedback from users when communicating with them.，If there is negative feedback，It is necessary to clarify what improvement measures should be taken.。
The two principles remain firm：One is to create value for users.，Make decisions that benefit the user，Meet the user's requirements to the greatest extent；Second, continuous improvement and innovation.，Improve quality objectives around user needs，To provide users with satisfactory products。
Based on business unit“Column”：To procure supplies、Materials and equipment、Technology research and development、Manufacturing、Product sales、After-sales service is the leading factor.，The sales department is responsible for promoting the coordination of other departments.，Help users solve problems，Continuously improve sales performance。
Based on the service sector“Beam”：With human resources、Financial Management、Total quality management、Functional management、Informatization、Performance evaluation and other work as a supplement，Support the sales department to take the lead.，Provide services to achieve business performance objectives，Maintain the orderly operation of enterprises。
In order to achieve customer satisfaction business results.“The roof”：Each department is responsible for achieving customer satisfaction delivery.，The transverse direction fits the longitudinal direction，Create value for users with altruism，Achieve common revenue and profit expectations，Achieve business performance growth。
Each job serves the product delivery
Any enterprise's resources are limited.，Can only serve a limited number of users，Efficient use of resources，Produce competitive products，It is the common responsibility of all the staff of the enterprise.。For example，From the General Manager to the Sales Department、Service Department、Technical Department、Manufacturing Department、Finance Department、Personnel and Administration，The core work should be run around the main business line of product delivery.，Stimulate the enthusiasm of staff officers through incentive and restraint mechanisms，Ensure the smooth and orderly operation of enterprises。All members play their roles before the product is delivered，Think in one place.、Work hard in one place，Improve the efficiency of resource utilization，Complete the process task，Work together to ensure delivery，Improve user satisfaction，And that trust of the us is enhanced。
Take an enterprise's promotion of user-centered business transformation as an example.。The company redesigned the workflow of the sales department.，It is stipulated that the Sales Department shall closely cooperate with the relevant departments.，Before I get the order.，Want and manufacture、Procurement、Effective communication with technical departments，Make preparations in advance。After signing the contract，The sales department is responsible for coordinating and solving related problems.，Cooperate with other departments to complete the order task，Deliver products on time with quality and quantity guaranteed。
The service department plans the after-sales service plan in advance，Understand and be close to users with altruism，Stand in the user's position to help them solve problems，Safeguard the core interests of users，Keep in close contact with them，Help them out，Improve user experience，Finally, win user loyalty.。
The technical department needs to track and investigate the user experience.，Find out the shortcomings of the product，Mining the unmet needs of users，UseTRIZ、Continuous improvement of tools and methods such as Six Sigma，Build“Explosives”Attract users，Enhance the competitive advantage of products。
The manufacturing department is the core of product delivery.，Intelligent manufacturing equipment、Lean production、Advanced process technology to improve production efficiency、Deliver quality products on time；Adopt advanced management tools and methods to ensure quality、Save resources、Eliminate waste、Reduce costs，Improve product profitability。
Finance Department、The personnel department and the administration department stand in the position of service business.。The Finance Department saves the time of financial reimbursement for the production and operation personnel.；The Ministry of Personnel recommends excellent talents for enterprises.，Provide dynamic support for production and operation，Strengthen the implementation of the system；Administrative department uploads and releases，Provide logistic support for all departments，Save everyone's time running errands.，Improve the efficiency of enterprise management。
Functional departments provide fairness for business operation、 Standard 、Transparent institutional environment，Lead the whole staff to fulfill the mission of creating value for users based on their own positions，Ensure the orderly and efficient operation of workflow with incentive and restraint mechanism，Optimizing the allocation of resources by means of information technology、Improve communication efficiency、Enhance job awareness、Control operational risks，Ensure the steady operation of enterprises，Contribute to the growth of business income。
The author is Hou Baojia, chairman of the User Working Committee of China Construction Machinery Industry Association.
