Service -- Build an Excellent Service-Oriented Enterprise

Author: Zhong Yongsen
Publisher:
Publish Date: 2005-10-31
Features: Service is a company's soft power, a core competitive advantage formed through long-term efforts.
— Zhang Wen, Deputy Research Fellow, China Enterprise Research Center, Tsinghua University
Excellent service can enhance social harmony, beautify the social and spiritual environment, and is an inevitable requirement for building a moderately prosperous society in China.
— Lai Guangxian, Director, Information Branch, China Industrial Economics Federation
Making customers satisfied is not service; service is making customers moved. This book will make many domestic companies feel ashamed after reading it, leading them to deeply reflect on how to bridge the significant gap in service compared to outstanding enterprises.
— Zhang Yanpei, Executive Vice President, China Zekai Group
In all businesses and markets, when competition reaches its peak, only service remains. Service is something that can always be competed for.
— Wang Yanping, Chairman, Shandong Yagang Textile Group
During our research on corporate governance, we found that all outstanding, enduring companies share a common core spirit: service. Therefore, we have compiled widely circulated and inspiring stories in the business world, extracting innovative ideas on service, brand image, details, quality, training, strategy, and more from these stories. We analyze and elaborate on them from different perspectives, aiming to provide a practical, reference-based learning guide for enterprises to perfect Chinese-style service.
Service is a strategic thinking, a scientific approach to business, a reputation-building transmission, an execution of concepts, and a cultural accumulation. Service is a spirit of responsibility, a quality of honesty, a serious attitude, a virtue of dedication, and a pursuit of excellence for perfect companies and every member of the company. Only through service can everything be guaranteed; to do service wholeheartedly is the foundation for a company to remain enduring.
From the outstanding companies listed in this book, such as Haier, Lenovo, McDonald's, KFC, General Electric, and Citibank, we can easily understand the importance of "service." These excellent companies share a common characteristic: they regard "striving to serve customers wholeheartedly" as their mission, philosophy, and core values, and perfectly embody them in execution!
A saying is popular in the business world: When you are still considering whether to serve customers, outstanding companies are already in action. Almost every outstanding enterprise treats service as the "lifeline" of its survival. Any company that ignores service and fails to meet consumer needs is destined to decline.