I take in charge of product strategy planning of North America.
In order to do so, I need to understand what the market needs and what the factory side can do. Therefore, I keep effort in communicating with the staff in the US and factory. Therefore, email and phone call are my main tool when working. I also use telephone conference system and have business trip to the US very often. In my opinion, this is very important to understand the market needs and to establish relationship with the local staff.
Let me explain about the US market very briefly. The trend of US is very dynamic and many changes can be seen. For example, environmental regulation/incentives are being developed with rapidity. When I plan product strategy, I need to capture these changes and reflect them to the products timely. Here, the tight communication becomes very effective. We utilize these changes by tight communication and try to launch the best product to the US market.
Here is a story, which shows why communication is important.
Due to the raise of environmental awareness many incentives have been established. One of the most important incentives is Energy Star. However, at that time, the US lineup was lacking the number of Energy Star certified products.
Thanks to the continuous communication from the staff in the US, we proposed to focus on Energy Star lineup and eventually, the number of our products which have Energy Star increased. We shared the common target, which is to produce products with Energy Star. This experience is unforgettable.
I enjoy very much in taking in charge of the country, which has huge potential with various needs across the country. I would like to understand further the market needs of every region and wish to capture the rapid change of the market trends in the US.
Here in Daikin, I'm in charge of catalogue production of VRV (Variable Refrigerant Volume system) which is well-suited to large-sized building for overseas market. It is necessary to have close relationship with many overseas sections since Daikin brings products with different features and specifications all over the world. Therefor, I often communicate with overseas colleagues by meeting, e-mailing and calling to meet one's country's needs for catalogues.
My mission is to make the best catalogue to introduce VRV for our customers all over the world, using simple illustration and attractive pictures, with plain explanation of the technical features of VRV. VRV has complex innovative construction, so it is challenging for me to explain many technical knowledge more easily to our customers.
One day, I was surprised that I took contact with overseas colleagues of nine countries about VRV catalogue! I felt Daikin is a real global company and our colleagues abroad also proudly work hard to introduce benefits of VRV to customers as much as possible.
I feel very proud of my job when I hear that customers choose Daikin recognizing our remarkable VRV's feature of high efficiency and energy saving by individual air conditioning and heat pump system from my catalogue.
I entered in Daikin at 2005 and started my job career at PROSHOP. I take in charge of sales planning of PROSHOP. Such as how to deal with developing the PROSHOP method and how to let more and more person know the home central air conditioners.
In order to do so, my major responsibilities is to do some market research , collect information to understand the real housing market, including monthly trading volume, property trading in different areas, general trend of real estate. All the market information and followed analysis provide the directions for sales strategies.
Also, I provide relevant training to channel teams and inner-decoration teams in different sales regions and clarified responsibilities and accountabilities for them. Improve internal communication and products & sales method understanding via group discussion, seminar and case study. In addition, we provide sales personnel from dealers with relevant training. For instance, how to find the potential clients in a neighbourhood; how to promote home central air-conditioner to small household; how to recommend home central air conditioners to clients who plan to make decoration via inner-decoration designers, etc.
Another important job for me is management of Customer Satisfaction to PROSHOP: The objective is achieved by monthly client information management, periodic feedback from clients using customer service system, calling to clients who bought the home central air conditioners from PROSHOP and get the feedback of services provided by dealers, including, firstly, the installation is on time or not; secondly, Hidden Project Completion Report has been received or not, and the feedback of using the products.
Sometimes, work could be complicated. We have to contact individual household and there are many unexpected questions regarding home central air-conditioner. However, I feel accomplished when I solve the problem of coordination between decoration and air-conditioner installation. I still remember that there was a client coming to our D-Solution Plaza. Before the visit, he had no idea about home central air-conditioners. After our products introduction, he became interested in them, saying the home central air-conditioners save the home space and they could install a air outlet in the dinning room in order to balance the heat. Although the price is a bit higher, it deserves it.
I enjoy the working about PROSHOP and feel the sales model of PROSHOP could promote brand equity of Daikin extensively along with the promotion of home central air-conditioners. At the same time, all the clients have got the experience of comfort, beauty and convenience by using more advanced products. Meanwhile, dealers of PROSHOP are growing as well. They established excellent sales teams based on the good relationships with individual households, which enable them to have steady and fast development in the market. There are no doubt that the sales method of PROSHOP is successful, as the new retail method for Daikin has been created . Mostly, I have also grown up with the progress of PROSHOP.
I'm in charge of products design of inverter air-source heat pump air conditioning & water system. In order to design good products, I often take communication with the staff in sales department and technical department. From them, I can acquire more firsthand information, such as demands of customers, new trends in Chinese market, and so on.
In recent years, heat pump water heater is popular as an high efficiency and energy saving product in China. This is the opportunity to develop the heating and hot water supply business in Chinese market. We started the development of EEHS and multi-function VRV system.
EEHS can offer floor heating and hot water at the same time with high efficiency by the technology of heat pump inverter. Multi-function VRV system is the combination of VRV system which is the most competitive products of Daikin and heat pump water heater, and also has the technology of waste heat recovery to gain higher COP. Both systems are developed for Chinese market, and meet a favorable reception.
One day, my parents told me that they have gone to the PROSHOP of Daikin near their community, and have tried the floor heating of EEHS. I was excited to know many people like this product from them. When I told that I'm one of the designers of this system, they were very glad at this news.
I enjoy my work very much as we can meet the need of customers and change their life styles. I feel happy when the customers told us they like our products. And this will be my motivation to provide more and better products for Chinese market. I would like to provide a high efficiency and energy saving and comfortable life for customers in China through Daikin's innovative products.
I entered Daikin Air-Conditioning Technology (Shanghai), Ltd. in 2004. Typically, my job involves providing support, such as the managing of cooperative repair agency (certified), commercial type systems, and data filing, to other service-related departments to smooth the performance.
At the very beginning of entering Daikin, I was surprised by the utmost efforts employees worked to realize the motto "service that provides customer satisfactory", being in the Planning Group thereafter, it has been always taken the basic service policy, "Speed, Accuracy, and Good Manners" when serving and help promoting each business unit, in which duration I have also developed a sense of membership in service characteristic.
But speed is not the solo important concern of the customer. We also need technical skill to analysis malfunction to come up solutions. This is what we mean by "accuracy."
Taking Japan after sales service for reference, the tradition has been respectfully inherited for sustainable improvement of our own technical capability onto a higher level, while we has launched a technical support with full-time specialists for the peak business seasons to respond to technical inquires. Furthermore, during the off-season, we regularly implement technical seminars on each Daikin air-conditioner models for service engineers. Besides, we have also expanded both cooperative agencies and representing shops.
We initiated the "Service Engineer Technical Skill Certification and Appraisal System" in 2009, by whose standards evaluation conducted, among which several national certification. Currently we have 19 students among the Daikin China service engineers certified for the first term on the basic level. This year we have a plan to expand this system to the cooperative stores.
From the time the toll-free 800 number rings at the Call Center, we have an obligation to treat our customers with courtesy and respect till on-site repairs are completed. To ensure the quality of our service, survey we will always have a questionnaire telephoned to each and every customer that served, assessment surveyed, while whose analysis based on CS satisfaction index will lead to issues discussed, resolved and promoted.
To deepen our relationship with our customers, we are establishing an Online VIP Club in fiscal year 2010 and hope to further the ties between our customers and Daikin.
From the aspect of my work duties, I am always very relieved and fulfilled to see the joy a satisfied customer. I remember on one rainy day in the summer I received the service request for air conditioner in a customer's home. There was a fear that outdoor units would be caught wet in the rain, and the repair was at a difficult stage. Because it was an extremely hot summer day, the customer requested that the repair be done as quickly as possible, so I continually kept repairing while holding the circuit board close to my chest to keep it from getting wet. Service was restored that day. Given the performance, I sensed that the customer was very pleased, and I recognized the significance of realizing "Speed, Accuracy, and Good Manners." In the future as well I would like to do my best and aim for service that can provide satisfaction to the customer.
*1: Shanghai, Beijing, and Guangzhou
*2: Cities designated as "direct-control municipalities" and "first municipalities" by the Chinese government.