Not long ago, an OEM customer of Great Wall Lubricant Co., Ltd. sent a vehicle to the Sinopec Lubricants Beijing Branch to extract oil.
Before loading the truck, the shipper inspects the interior of the vehicle and finds debris. He refuses to load the truck and informs him of the correct method of cleaning the vehicle container. The company sent a vehicle a few days later and also provided a letter expressing its willingness to bear product quality risks. The shipper inspected and found that there was residue in the container, and told the delivery person again that although the customer was willing to bear the quality responsibility himself, the quality risk of the final product may cause the Great Wall lubricant to fail. Please be sure to replace the qualified vehicle. At the same time, Lubricant Beijing Branch wrote a letter to the company, suggesting that it strengthen the quality control during the transportation process to ensure product quality. This enthusiasm for customer checks and protection of customer interests has been recognized and appreciated by OEM customers.
Great Wall Lubricants adheres to the principle of quality management guided by customer demand, actively explores quality management models suitable for the development of Sinopec's lubricants business, and strives to build a distinctive corporate quality management culture. Based on the ISO9001 quality management system, they have successively established quality management systems for the automotive, military, aerospace and other industries, and passed third-party certification. At present, Great Wall Lubricant's quality management system can meet the quality requirements of many products such as civil, military and aerospace applications. In February 2012, 12 laboratories of Great Wall Lubricating Oil were all approved by the National Laboratory.
At present, Great Wall Lubricating Oil has formed a quality management culture concept with the characteristics of lubricating oil : a quality business philosophy oriented to customer needs and quality first; at any time, quality values ​​for short-term economic benefits are not sacrificed at the expense of quality; The Service Concept of Changing from a Type of Enterprise to a Production and Service Enterprise . Quality management is not only a matter of quality management personnel, but also of all employees. It is not only the affairs of the quality management department but also the affairs of all departments. It is not only the top job, but also the entire management team. This whole process of great quality consciousness has been deeply rooted in the hearts of the people.
The external window unit has established a business practice that meets its actual needs and improves service levels. The production system has established a rapid response mechanism to meet the customer's urgent product requirements. Quality has become the trump card of the company and has become the highest standard of operation. The post-employee staff spontaneously carried out small-scale technical changes in an endless stream. The company values ​​and actively promotes QC group activities centered on “Customer Satisfactionâ€. Among them, “Upgrading production batch numbers and bar code printing and improving product traceability†has improved the product batch number and bar code management level, and “enhanced the overall increase of 200 liters steel drums. The "Packaging Quality" project eliminates the quality of the 200-liter package. In recent years, the company has successively completed 321 projects for continuous improvement, among which 9 are national-level achievements and 96 are provincial-level achievements.
Great Wall Lubricant Customer Center customer representatives enthusiastically responded to customer inquiries and received the complaint the first time to understand the specific situation. They weekly submit their opinions and suggestions to the company's weekly regular meetings, and convene relevant department meetings every quarter to analyze various types of complaints, formulate rectification and prevention measures, and urge problems to be solved. The company also conducts customer satisfaction surveys every year, conducts comprehensive comparisons with industry benchmarks and competitive partners, finds gaps, and focuses on improvement, thus providing strong support for better customer service and customer loyalty.
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