First, deepen reform and realize mechanism innovation.
Lenovo Group is an important achievement in the system reform and industrialization of science and technology of China Academy of Sciences. The two decisions made by the Chinese Academy of Sciences have played a key role in promoting the rapid development of Lenovo. As early as 1984, the Institute of Computer Science of Chinese Academy of Sciences defined the controlling right, and at the same time delegated the personnel right, financial right and decision-making right to Lenovo, creating the best environment for Lenovo to release energy. 1994, the decision-making level of the Chinese Academy of Sciences announced that 35% of the dividend right would be allocated to Lenovo Employee Stock Ownership Association, and it would be converted into equity in 2000. Liu Chuanzhi, chairman of the board of directors of Lenovo Group, later said with emotion: "This 35% is worthy of a monument." It mobilized the enthusiasm of all Lenovo employees, and Lenovo was able to take off again.
Lenovo's mechanism innovation has also promoted management innovation, especially in the introduction and use of talents. At present, Lenovo Group has formed a high-quality and young team. Today, Lenovo has more than 1 1200 employees. The average age of management, technology and marketing personnel is 27.39 years old, with bachelor degree or above accounting for 75.02%, master degree accounting for 16.3 1%, and doctor degree accounting for 1.44%. Lenovo has become a "stage without ceiling" for employees, and the increasingly mature workforce has also brought Lenovo a driving force for sustainable development.
Second, adhere to technological leadership and improve the ability of independent innovation.
At present, Lenovo has an R&D team composed of a number of authoritative experts in the information technology field, a group of young technical backbones and 1200 basic R&D personnel, which is committed to in-depth forward-looking and basic R&D work and constantly promotes the overall technical level of Lenovo.
Lenovo has formed a relatively complete secondary technological innovation system with Lenovo Academia Sinica as the core and R&D institutions of the business department as the support. Lenovo Research Institute, Software Design Center and Industrial Design Center, as the three R&D platforms of the company, undertake the back-end comprehensive R&D work, while R&D ministerial institutions undertake the application and productization of related technical achievements. Lenovo has 465,438+0 laboratories, including 22 R&D laboratories, 65,438+00 solution laboratories and 9 quality control and routine laboratories. Lenovo software business has passed CMM3(CMM is a "software capability maturity model") on June 5438+ 10, 2002, which is mainly used for the evaluation and improvement of software development process and software development capability. ) international certification, and now we have begun to prepare for the certification of CMM4.
While taking the road of independent technological innovation, Lenovo insists on introducing world advanced technology and experience in cooperation. The openness of the information technology industry makes the division of labor more and more specialized. Lenovo has continuously strengthened its technical cooperation with large international companies and established close strategic partnerships with companies such as Intel, Microsoft and Hitachi.
Through continuous efforts, Lenovo has achieved fruitful results in the field of information technology. At present, 322 patents have been applied, and some projects are applying for PCT patents, initially forming a core technology system with independent intellectual property rights.
The leading technology and the improvement of independent innovation ability provide a strong backing for Lenovo's products and services to better lead and create the market, and also enable Lenovo to win the market by constantly introducing new products with independent intellectual property rights in the fierce domestic and international competition.
Third, establish a fast and professional service system to improve customer satisfaction.
With the increasing homogeneity of products in the whole computer market, the focus of market competition is changing from "technology and products" to "applications and services", and the development strategy of IT industry is also changing from "product orientation" to "customer orientation". Improving customer service satisfaction has become an important way for IT enterprises to enhance their core competitiveness. Lenovo is well aware of this and has been practicing hard for several years to build a service foundation.
At present, Lenovo toll-free consultation telephone center has 350 seats, 500 consulting engineers, 10 trillion network bandwidth, 400,000 calls before, during and after sales, and 6,543,800 online visits per month. Lenovo has 580 maintenance stations, 2,500 service engineers and more than 4,000 kinds of maintenance spare parts in 262 cities.
Lenovo's fast and professional service has been recognized by the majority of users. According to statistics, Lenovo's service customer satisfaction reached 95%, and the satisfaction reached more than 70%. 1999, Lenovo service took the lead in passing the international authoritative organization-ISO 9001quality assurance system certification. Service has become an important part of Lenovo's market competitiveness.
Four, accelerate the construction of management information, improve the comprehensive competitiveness of enterprises
Lenovo builds its own information platform at three levels of data, process and decision-making, and uses information technology to strengthen management level, so as to realize accurate and real-time * * * sharing of key links of enterprise operation such as finance and supply chain, truly meet market demand quickly, improve customer satisfaction, reduce management costs and improve enterprise operation efficiency. Today, Lenovo * * has 44 independent accounting legal entities, 15 independent accounting divisions, 179 profit centers, 32 functional departments and 1400 cost centers, so the overall operation of such a large enterprise group has been kept orderly.
By 200 1, Lenovo has realized the integrated application of ERP (enterprise resource planning system), CRM (customer relationship management system), SCM (supply chain management) and e-commerce, and the information management within the enterprise has brought ten times and one hundred times improvement to the efficiency and benefit of the enterprise.
Based on the powerful functions of ERP and other systems, Lenovo has realized a financial management model that supports multi-business and multi-regional budget in advance, control in the process and accurate accounting afterwards, and financial management has become the core of company management. Today, Lenovo not only completed the monthly report of the group in five days, but also realized the correspondence between the company's logistics and capital flow, and the unification of financial data and business data. Financial management has become a powerful means for the Group to support decision-making and strengthen monitoring.
Management informatization provides a guarantee for the innovation of supply chain operation mode. Lenovo realized the supply according to the market and the production according to the order, while maintaining the optimal inventory management, which greatly shortened the delivery time of products, from the average delivery time of 1 1 day in 1996 to the current five days.
Customer Relationship Management System (CRM) is a keen information line of Lenovo service, which closely links spare parts, channels and personnel to form a fast service organism. On the one hand, as long as the customer reports for repair, the information will be immediately transmitted from the service channel to the spare parts system, and the required spare parts will soon reach the front-end service engineers. On the other hand, the information can be controlled, the implementation process can be supervised, and the service results can be fed back, so that the service information becomes a closed loop, which is convenient for management and monitoring, and can urge the continuous discovery of problems, make the service fast and high-quality, and make customers more satisfied.