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“丰田模式”是由日本丰田汽车公司创建的一种精细化生产方式,其核心是通过建立卓越的作业流程支撑,实现准时化生产和自主化改善,被制造企业公认为“实现低成本、高效率、高质量生产和最大限度使顾客满意”的有效管理模式。与生产销售上千万辆汽车相比,服务上千万的移动通信客户,同样存在着如何实现低成本、高效率、高质量运营的问题。中国移动广东公司东莞分公司(以下简称“东莞移动”)经过十多年的快速发展,客户规模达到1300万户,相当于中国内地多个省份的客户规模。在金融危机、全业务竞争等一系列重大经营环境变化中,东莞移动始终保持领先的市场地位、领先的客户满意度,牢牢掌握市场主导,实现了持续稳健的发展。究其原因,与近年来公司持续大力建设“智慧支撑体系”有着密切的联系。
“Toyota Model ” is a refined production mode created by Toyota Motor Corporation of Japan. The core of this model is to achieve timely production and autonomous improvement through the establishment of an excellent working process support. Cost, high efficiency, high-quality production and maximize customer satisfaction “effective management model. Compared with producing and selling tens of millions of cars, millions of mobile service customers also face the problem of how to realize low-cost, high-efficiency and high-quality operation. After more than 10 years of rapid development, China Mobile Guangdong Co., Ltd. Dongguan Branch (hereinafter referred to as ”Dongguan Mobile“) has 13 million customers, equivalent to customers in a number of provinces in mainland China. In the financial crisis, the whole business competition and a series of major business environment changes, Dongguan Mobile has always maintained a leading market position, leading customer satisfaction, firmly in control of the market, and achieved sustained and steady development. The reason, in recent years, the company continued to vigorously build ”smart support system " has a close contact.