some comments on HP quality event
2011-05-21
在此我想发表的不是对高新科技领域和新颖管理模式的膜拜景仰。惠普的质量门事件一度引发电脑和IT届的疯狂浪潮。无料可娱的我试图换位思考，从受害者的角度转变成当事人的身份，that is really a funny and heavy try!
Imagine that I am the leader of Hewlett-Packard ltd, what measures would i take balabalabal.......The following boring time is served for my fucking states....what a big mock!
Well, let me begin.
The inferior quality of our products has brought our company a series of negative effects, which seriously damages the company image and reputation of Hewlett-Packard. When it comes to the responsible party, the quality problems directly attribute to QC department. As the quality director, I should be self-critical. What’s more, all the members would actively collaborate together, try every effort to discover the problems and solve them.
Following factors contribute to the great success of HP: the strong product line, the streamlined cost structure and the accelerated growing market forces. However, the strict cost control also led to quality problems. To search for greater market share, HP took blind expansions and unrestrainedly compressed the costs, helps those low-grade parts mixed into product line, finally causing a large area of quality deficiency.
Through some quality problems, such as black screen, crash and overheat we can find most may be resulted from our technical defects. Besides, the management loophole can not be ignored. Why are there so many unqualified components? Because the Quality Supervision and Inspection Department did not pay much attention to computers'quality.
HP ran for profit maximization all the way, spending the least time on the biggest things, yet ignored many really useful aspects. Our computer sales are highly recorded while our after-sale services are not so satisfactory. Since the quality incident happened, our company has taken many measures to make up for customers’ losses. We know that those measures can not solve all the problems and meet all guests’ needs, however, it represents a sense of responsibility which an outstanding enterprise should have. In the past, when customers ran into quality problems, they mainly went to after-sales service. HP Care Pack ever won high praise and brought us big profits. But currently what we should firstly take into account is not the profit but our company’s prestige.
As to our after-sales service, we can do free maintenance and extended warranty. Some models of computers can be directly returned.
In fact, HP authorized service centers are mostly from other enterprise contracting, part of the maintenance centers are perfunctory for consumers, and even some maintenance centers charge extra fees, leading to further intensification of conflicts, virtually played a large turnout on the HP Quality Incident.
How to solve those problems? Here are some recommendations.
First, make apology to the pubic for our error. According to notebook models and faults, we provide free maintenance and extended warranty, and accept some returned computers. Remove part production of the electronic components in other manufacturers, increase self-production. Put further investment in technology research to improve product performance. Rectify the QC department, correct the officers of negligence and strengthen internal management.
Those measures can revive HP, as well as led to some negative parts. Corporate reorganization will cause financial stress. Some of the staffs will be laid off. Free repairs and replacement will greatly reduce the profits, resulted in the frustration of employees. Too much customers’ complaints plummeted the prestige of HP, causing the loss of orders.
During this period, HP is at the cusp. We need to be more careful, more positive, and more hardworking. Even good horses can not never stumble , we have to face up our mistakes. Fully prepare for the comeback of HP.