1, the "enterprise basic law" guiding the long-term development strategy of enterprises.
Market-oriented, constantly enhance the profitability of enterprises, diversify, chain and informatization, and pursue higher enterprise value; Customer-oriented, constantly enhance the control ability of enterprises, pay attention to objectives, implementation and results, and pursue higher customer satisfaction. Unswervingly and persistently, build the best chain network service brand in China.
2. Matrix organizational system combining "point, line and surface"
Suning Appliance chain network implements "unified standard and unified operation", gives full play to the advantages of national chain, specialized division of labor, standardized operation, modular structure and hierarchical management, and establishes a three-level system of headquarters, regions and subsidiaries. "Chain store, logistics center, after-sales service center and customer service center" constitute the four terminals of Suning chain and the basic service unit of Suning chain network, providing professional Suning sunshine service throughout.
3, innovative management, innovative management system construction
In the chain expansion, Suning carried out "innovating standards and surpassing competition" and created a national chain operation road with Suning characteristics.
In the concept of enterprise management, it is achieved that "system is more important than power, and colleagues are more important than relatives and friends". Everyone is equal before the system, and everything is done according to the system, creating a "family-style" atmosphere, cooperating in the division of labor, and producing excellent teams through cooperation.
Simplified, standardized, institutionalized and informatized management has been implemented in enterprise operation, simplifying complex problems, standardizing simple problems, institutionalizing standard problems, informatizing system supervision, establishing standardized work order, comprehensively quantifying supervision and improving operational efficiency.
4. Continue to build talent echelon.
The success of Suning depends on the strength of the team. Today, there are as many as 50,000 employees in Suning, which is a huge team and provides sufficient human resources for Suning's further expansion.
Suning's talent concept is "personality first, moderate ability, dedication-oriented, team first", and adheres to the principle of "self-cultivation, internal promotion and external release" in educating people, tailoring all kinds of talents for Suning.
Since 2003, we have invested 60 million yuan to implement two phases of 1200 project, and selected more than 2,700 fresh graduates from dozens of universities across the country. After self-cultivation and targeted construction, we have now become a new force in Suning's chain expansion. The "1200 Project" provided a social platform for college students this year, which had a great impact on universities across the country.
At the same time, the "100 store managers project" was implemented, and a number of qualified store managers were trained. "Thousand Blue Collars Project" comprehensively improves after-sales service skills. The "sales commando" has become the "light cavalry" sold by Suning stores and played a prominent role in the peak sales season. The "Western Volunteer Program" introduced 500 western volunteers in 2004, which enriched the talent team of the enterprise.
In order to meet the needs of the rapid development of enterprises, we also introduced "socially mature talents" in batches, with the highest position as vice president, which enriched the middle and senior management team. Nowadays, "batch introduction" of socially mature talents has become an established strategy for enterprises to make full use of social talents and accelerate their development.
5. Integrated marketing and collaborative competition supply chain system.
Suning's business philosophy is "integrating social resources and win-win cooperation"; Meet customer needs, sincerely. "The essence of Suning's chain operation lies in providing services to the society and suppliers, equality and mutual benefit, and win-win cooperation.
In terms of business categories, Suning Appliance has air conditioning world, ice washing polar region, audio-visual new time and space, mobile phone boutique plaza, colorful small household appliances, computer new world and super sale. The products sold cover traditional air conditioners, refrigerators, washing machines, color TVs, speaker players, small household appliances, mobile phones, communication network products, personal computers, office equipment, digital products and other household appliances, with thousands of brands, 65438+.
6. "Four terminals" full-service brand operation
Suning's service concept is "sincere, Suning serves"; "Service is the only product of Suning"; Customer satisfaction is the ultimate goal of Suning.
Suning's service to consumers is mainly realized through four terminals: storefront, logistics, after-sales and customer service. Suning's service to consumers is mainly realized through four terminals: storefront, logistics, after-sales and customer service.
Electrical chain retail store is the core terminal of Suning's chain network and an important link for Suning to provide sunshine services to consumers. Our commitment is to "walk into Suning and feel the sunshine service". In this regard, we take service as the brand positioning and advocate "customer-centered" sunshine service in chain stores all over the country, which not only innovates in service environment and content, but also improves the management level in personnel service. The national chain stores have unified four service principles, namely, the three-meter principle, the regional responsibility principle, the first responsibility principle and the sunshine service principle, which truly let consumers feel Suning's sunshine service.
The essence of chain retail is information flow-driven logistics operation, and a strong logistics distribution system is the core component of Suning chain operation system. With the support of advanced information system, Suning logistics system has established a strong resource mobilization capability.
Suning Logistics has established a supply chain management information system for collection, distribution, storage, transportation and distribution under the WEB environment. All logistics information is transmitted accurately and at high speed among chain stores, warehouses and distribution points through the system, which ensures the rapid operation of the logistics system.
As an important part of the chain network, Suning logistics system has 1 national logistics distribution centers, 7 regional logistics distribution centers and more than 50 urban distribution centers, and 100 long-distance distribution points, covering more than 20 provinces and municipalities directly under the central government, and has established a warehousing and long-distance transportation network with regional logistics centers as the core. It has formed a three-level logistics distribution system of long-distance delivery to the city, short-distance delivery to the store and retail delivery to the home. The daily maximum distribution capacity has exceeded 200,000 sets, the retail distribution radius has reached 100 km, and the total storage area has reached 654,380+0.8 million square meters.
As a department specializing in after-sales installation, repair and maintenance, Suning after-sales service center is the main force of Suning service. In order to achieve the strategic goal of "service brand positioning", we always adhere to the principle of "professional self-support" in after-sales service, and have established more than 30 after-sales service centers and 1800 community service outlets, forming a three-level vertical after-sales network of cities, suburbs, counties and towns, with tens of thousands of technical backbones.
Suning Customer Service Center is the terminal responsible for service acceptance and supervision. In order to unify customer consultation, complaint acceptance and strengthen internal service supervision, Suning established the first customer service system with call center base station as the platform and CRM as the goal, which truly realized "one phone call to solve everything and pursue 100% customer satisfaction". At present, Suning Appliance has established customer service centers in 29 cities across the country, with more than 1000 service areas, more than 5,000 employees and a daily maximum information processing capacity of 300,000 pieces.