服務永無止境 ??訪艾默生過程管理中國區流量部總監張運才
High-quality Service Forever ??Interview with Zhang Yuncai, Sales Director of Flowmeter
Department of Emerson Process Management in China
□ 《石油與裝備》記者 / 姜娜 覃珧 / 譯 來源：《石油與裝備》/ 振威石油網
Reporter / Jiang Na Translator / Qin Yao
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優質的產品需要以優質的客戶服務做保障，著名的艾默生過程管理中國區流量部在拓展中國市場的過程中，突出客戶服務，取得了令人著目的業績。他們成功的秘訣在哪里？有什么值得我們學習借鑒的經驗？
艾默生過程管理中國區流量部資深業務總監張運才，在自動化領域具有豐富的工作經驗，不論對流量計領域的行業發展，還是對中國市場都有獨到和深刻的見解。在擔任中國區流量部業務總監的五年中，他所帶領的銷售隊伍有著30%的年增長銷售業績。同時，他也見證了我國近十余年來流量新技術的快速發展。日前，記者采訪了這位艾默生過程管理中國區流量部的資深業務總監。
新技術助推中國流量計量事業發展
質量流量計之所以被國內外市場廣泛應用，是因為質量流量計有一個最大的好處??直接測量流體的質量。早在十八世紀，法國人提出了采用自然界存在的科氏粒這一物理現象，利于現在電子技術發展和檢測技術的提高，測出由于科氏粒的存在而產生振動的相位差，進行油氣量測量。然而直到1977年才出現第一臺樣機，由外國人組建公司開始生產第一臺質量流量計并在市場中推廣。1985年前后這家公司被艾默生公司收歸旗下并進入中國市場。
目前科氏質量流量計在國內已有二十多年應用歷史，許多大型企業都在采用該產品。據張運才介紹，科利奧技術產品在市場上的優勢有四點：第一能夠直接測量質量；第二沒有移動部件；第三多個參數同時存在，它不但能測量質量流量，還可以測量密度和溫度；第四個沒有“結液”的部分。質量流量計不需要經常維修，安裝也越來越簡單。
張運才介紹，十幾年前他們就開始到客戶那里做關于流量技術推廣工作，“傳統的精度是在比較好的標準點的基礎上要加上零點穩定性，但是現在的質量流量計在精度上有很大改變，隨著電子技術和傳感技術的發展，質量流量計的零點穩定性已經基本上被排除。我們所說的精度是在一個相當寬的量程范圍內的精度，還可以含氣測量，這些好處基本上已經逐步被用戶接受和使用。”
今天艾默生的許多技術已經被廣大的客戶接受，尤其在石油、石化領域。張運才不無驕傲告訴記者：“這說明我們當初的努力在今天看來是很值得的。”
投資中國 實現本地化服務
目前，愛默生在中國已經有許多成功的應用案例。 如在石油上游開采中，大慶、塔里木、吐哈、克拉瑪依油田，中石化西北公司及塔河分公司油田等均廣泛采用愛默生的質量流量計；管道與罐區裝/卸船、裝車計量中，國內的白沙灣灌區、儀長原油管線、柯可亞??澤普原油管線、丘陵及巴卡原穩及湛江港務局的灌區擴建和中海油瀘州瀝青公司的碼頭原油卸船計量等也有所應用；油品交接計量方面，原油進煉廠煉油裝置的項目中，中石化鎮海煉化公司的2#常減壓裝置改造項目、中海油大榭石化公司的常減壓裝置Ⅰ期及改造、Ⅱ期常減壓裝置項目、中石化鎮海煉化公司的原油調和項目等都有應用。
“中石油和中石化是我們聯系非常廣泛的大型企業中的兄弟企業，產品一旦有很成功的應用例子，就可能會迅速地被推廣使用。”張運才解釋說：“我們對中石油、中石化、中海油這些國內的客戶很有信心，因為愛默生流量的業務在中國已經做到除美國本土以外最大的一個國家。例如GDP比中國高的日本、德國、法國、英國等，原來七個工業國都比中國高，現在前四名的業務除了美國就是中國，當然這也和中國這幾年的經濟快速發展、項目多有關系，因此，我認為質量流量計的市場前景很好。”
最初，愛默生亞洲區流量部只有二十幾個人，現在在中國境內已發展到100多人。目前他們已經在上海浦東建立了流量標定中心，在江蘇南京投資建立了處于世界先進水平的亞洲流量中心，以提高對中國市場的服務能力。中心在為亞太區業界提供領先的流量測量技術及附加服務，將成為一個擁有世界級水平的區域制造和配送中心。張運才告訴記者：“愛默生能夠在中國投資，說明愛默生在中國的生意，已經大到可以讓它能夠本地化，并且服務于本地客戶。”
持續改進產品 永不滿足現狀
“流量技術的發展一定是伴隨著客戶的需求在發展，只有你的產品、服務滿足客戶需求，甚至超出他們的需求，才能真正的被市場所認可。產品不僅要做到滿足實際需要，更要做到盡善盡美，應該對產品有一個持續改進的過程。”張運才解釋到，艾默生從上到下貫徹的一種文化叫 “系統性思維、持續改進”，即要有永不滿足的精神。這個系統性思維一個核心部分就是以客戶的需求為導向，立足于現在，設想將來達到的境界，找出它的差距，一步一步的去改進。“如果問我在艾默生學到什么？我覺得他們教我的就是要持續的改進，要有系統性的思維。”
張運才認為，隨著技術的發展，很多難題是可以克服的。他介紹說，高準公司有一個強大的研發部門，他們做產品研發要先做客戶調研。每年研發部門都要對中國的客戶進行調研，通過第三方公司直接打電話給客戶了解。“我作為中國業務的領導人，有責任把我們中國客戶的需求反映給公司。比如計量在中國用的很普遍，已經¬被廣大客戶所接受，這一點在總部我們比任何一個國家都做的好。在中國，油品計量需要大口徑，所以大口徑技術的發展，基本都是我們中國在做推廣。”
關注客戶所需 解決客戶所難
“要讓流量技術被廣大的客戶所認可和接受，關鍵的問題是作為廠家要了解客戶的需求和客戶現在的狀況，他們存在什么樣的困難。”張運才舉例說，“現在國產的原油，國內有幾個油田的原油成分情況都不同，勝利的油和大慶的油的品質不同，大慶的含蠟可能都超過20%，含蠟量大就會掛壁，會改變流量結構。能不能有效地解決這個問題，我認為要想廣泛地推廣這些技術，必須要先了解這些問題，當然還有其它問題，比如有些原油里面還含砂，如果含砂量大、流量速度快就可能造成磨損，所以這些問題都需要了解。因此我認為作為廠家不能閉門造車，不能覺得自己的產品是最好的，如果不了解用戶的真正需求，最好的產品對客戶都沒有價值。只有了解了客戶真正的需求和他們真正關心的問題，才能真正幫助他們解決困難，你認為所謂的優點才能被客戶所認可。”
張運才每年70%的時間都在油田和他帶領的銷售人員、服務人員和支持人員一起去走訪客戶。“中國所有的油田我基本上都去過。當然我在辦公室也要做一些計劃，但我更愿意走出去了解客戶的需求，傾聽他們真正需要什么樣的服務。才能把我們的組織變得更有效率，真正變成以關注客戶所關注的一個組織。”
據張運才介紹說，愛默生每一個員工都會在售前、售后、銷售、服務、支持等方面接受培訓，讓他們的技巧、知識和能力能夠以一種真正有效的溝通方式傳達給客戶。張運才舉例說：“有些事情可能因為我們的溝通方式不對，就容易把小問題變成大問題。比如中國在跟美國溝通的時候，如果下訂單我們要輸的參數不清楚，對用戶需求供應的參數不了解，就會影響到工廠訂單的順利下發，同時會影響到交貨的速度，進而又影響客戶的工期。”
High-quality products need the guarantee of quality service. Highlighting the process of outstanding service in Chinese market, Flowmeter Department of Emerson has achieved excellent performance. What is the secret of their success? What should we learn from their experience?
Zhang Yuncai, Sales Director of Flowmeter Department of Emerson Process Management in China, is experienced in the sector of automation. He has original ideas and profound views on the development of flowmeter industry. In the past five years, he led a team to achieve an annual growth of 30 percent in sales. At the same time, he witnessed the rapid technology development of flowmeter in China in the past 10 years. We had recently an interview with him.
China's flow metering
industry is driven by new technology
The biggest advantage - measure the quality of fluid directly is the reason why mass flowmeters are widely applied. In 1977, the first sample of mass flowmeter was produced. In 1985, Emerson bought the company who made the first mass flowmeter, and then promoted its products into Chinese market.
Up to now, Coriolis Mass Flowmeters has more than 20 years of history in China, many large enterprises are using the products. According to Zhang, Coriolis Mass Flowmeters have four advantages. Firstly, directly measure the quality. Secondly, without moving parts. Thirdly, multi-parameter co-exist, can not only measure mass flow, but also the density and temperature. Fourthly, without frost level parts. Mass Flowmeters do not need regular maintenance, and they are easy to installed.
Zhang said, more than 10 years ago, they began to promote the technology of flowmeter to customers. Today, Emerson's technology has been accepted by customers, particularly in the petroleum and petrochemical fields. Zhang told the reporter, "This makes our initial efforts worthwhile."
Invest and achieve
localization services in China
At present, Emerson has many successful cases of products application in China. Zhang said, "We have close relationship with PetroChina and Sinopec, once the products are successfully applied, they may be quickly promoted." Zhang explained, "We are confident in the domestic customers such as PetroChina, Sinopec and CNOOC, because Emerson has the largest business in China preceded only by U.S. Of course, in the last few years, due to the rapid economic growth of China and the increase of projects, we have expanded our business. I think the prospect of mass flowmeter will be quite good. "
At the very beginning, there were only 20 employees in Flowmeter Department of Emerson in Asia, but now we have a team of more than 100 employees. Zhang said, "Emerson can invest in China, that is to say our business here is quite big so that we are able to serve local customers with localization service."
Keep improving the products
Technology should be improved to meet the needs of customers. Only your products and services meet customer's demand, even beyond their needs, can be accepted by the market. Zhang said that Emerson holds a concept of systematic thinking and continuous improvement, which means never satisfy. If you ask me what I have learned from Emerson, I think they have taught me how to keep continuous improvement and systematic thinking.
Zhang thought that many problems could be solved as the development of technology. He said, "I am one of the leaders of the business in China, I have the responsibility to reflect the needs of Chinese customers to our company. For example, the flow metering in China is very common, we do it better here than any other countries. In China, customers need large-caliber metering, so we develop the large-caliber technology and promote in China. "
Pay attention to the necessities & find
solution to the difficulties of customers
"The key problem that flow metering technology is accepted by many customers is that enterprises need to know about the necessities, current situation and difficulties of customers." Zhang gives us an example, "the ingredients of crude oil from several domestic oilfields are all different. The qualities of oil from Shengli oilfield and Daqing oilfield are different: the paraffin content of the oil of Daqing oilfield surpasses 20 percent."
Zhang annually spends his 70 percent time to pay visits to customers with his sales men, service men and supporting men. "We have been to all the oilfields in China. Of course, I should stay at office to do some plans and deal with some internal affairs of the company. But I would prefer to going out to know about the necessities of customers. Then I will transform our organization more efficiently and this organization will concern with customers' concern. "
According to Zhang's introduction, every employee is engaged in training in respects of before sales, after sales, marketing, service and supporting so that the technique, knowledge and ability of employees can effectively communicate with customers.
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