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服務(wù)永無止境 ??訪艾默生過程管理中國區(qū)流量部總監(jiān)張運(yùn)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(wǎng)
Reporter / Jiang Na Translator / Qin Yao 




優(yōu)質(zhì)的產(chǎn)品需要以優(yōu)質(zhì)的客戶服務(wù)做保障，著名的艾默生過程管理中國區(qū)流量部在拓展中國市場的過程中，突出客戶服務(wù)，取得了令人著目的業(yè)績。他們成功的秘訣在哪里？有什么值得我們學(xué)習(xí)借鑒的經(jīng)驗(yàn)？

艾默生過程管理中國區(qū)流量部資深業(yè)務(wù)總監(jiān)張運(yùn)才，在自動(dòng)化領(lǐng)域具有豐富的工作經(jīng)驗(yàn)，不論對流量計(jì)領(lǐng)域的行業(yè)發(fā)展，還是對中國市場都有獨(dú)到和深刻的見解。在擔(dān)任中國區(qū)流量部業(yè)務(wù)總監(jiān)的五年中，他所帶領(lǐng)的銷售隊(duì)伍有著30%的年增長銷售業(yè)績。同時(shí)，他也見證了我國近十余年來流量新技術(shù)的快速發(fā)展。日前，記者采訪了這位艾默生過程管理中國區(qū)流量部的資深業(yè)務(wù)總監(jiān)。 

新技術(shù)助推中國流量計(jì)量事業(yè)發(fā)展 

質(zhì)量流量計(jì)之所以被國內(nèi)外市場廣泛應(yīng)用，是因?yàn)橘|(zhì)量流量計(jì)有一個(gè)最大的好處??直接測量流體的質(zhì)量。早在十八世紀(jì)，法國人提出了采用自然界存在的科氏粒這一物理現(xiàn)象，利于現(xiàn)在電子技術(shù)發(fā)展和檢測技術(shù)的提高，測出由于科氏粒的存在而產(chǎn)生振動(dòng)的相位差，進(jìn)行油氣量測量。然而直到1977年才出現(xiàn)第一臺樣機(jī)，由外國人組建公司開始生產(chǎn)第一臺質(zhì)量流量計(jì)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(jìn)入中國市場。 

目前科氏質(zhì)量流量計(jì)在國內(nèi)已有二十多年應(yīng)用歷史，許多大型企業(yè)都在采用該產(chǎn)品。據(jù)張運(yùn)才介紹，科利奧技術(shù)產(chǎn)品在市場上的優(yōu)勢有四點(diǎn)：第一能夠直接測量質(zhì)量；第二沒有移動(dòng)部件；第三多個(gè)參數(shù)同時(shí)存在，它不但能測量質(zhì)量流量，還可以測量密度和溫度；第四個(gè)沒有“結(jié)液”的部分。質(zhì)量流量計(jì)不需要經(jīng)常維修，安裝也越來越簡單。 

張運(yùn)才介紹，十幾年前他們就開始到客戶那里做關(guān)于流量技術(shù)推廣工作，“傳統(tǒng)的精度是在比較好的標(biāo)準(zhǔn)點(diǎn)的基礎(chǔ)上要加上零點(diǎn)穩(wěn)定性，但是現(xiàn)在的質(zhì)量流量計(jì)在精度上有很大改變，隨著電子技術(shù)和傳感技術(shù)的發(fā)展，質(zhì)量流量計(jì)的零點(diǎn)穩(wěn)定性已經(jīng)基本上被排除。我們所說的精度是在一個(gè)相當(dāng)寬的量程范圍內(nèi)的精度，還可以含氣測量，這些好處基本上已經(jīng)逐步被用戶接受和使用�！� 

今天艾默生的許多技術(shù)已經(jīng)被廣大的客戶接受，尤其在石油、石化領(lǐng)域。張運(yùn)才不無驕傲告訴記者：“這說明我們當(dāng)初的努力在今天看來是很值得的�！� 

投資中國 實(shí)現(xiàn)本地化服務(wù) 

目前，愛默生在中國已經(jīng)有許多成功的應(yīng)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(zhì)量流量計(jì)；管道與罐區(qū)裝/卸船、裝車計(jì)量中，國內(nèi)的白沙灣灌區(qū)、儀長原油管線、柯可亞??澤普原油管線、丘陵及巴卡原穩(wěn)及湛江港務(wù)局的灌區(qū)擴(kuò)建和中海油瀘州瀝青公司的碼頭原油卸船計(jì)量等也有所應(yīng)用；油品交接計(jì)量方面，原油進(jìn)煉廠煉油裝置的項(xiàng)目中，中石化鎮(zhèn)海煉化公司的2#常減壓裝置改造項(xiàng)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(xiàng)目、中石化鎮(zhèn)海煉化公司的原油調(diào)和項(xiàng)目等都有應(yīng)用。 

“中石油和中石化是我們聯(lián)系非常廣泛的大型企業(yè)中的兄弟企業(yè)，產(chǎn)品一旦有很成功的應(yīng)用例子，就可能會迅速地被推廣使用�！睆堖\(yùn)才解釋說：“我們對中石油、中石化、中海油這些國內(nèi)的客戶很有信心，因?yàn)閻勰�生流量的業(yè)務(wù)在中國已經(jīng)做到除美國本土以外最大的一個(gè)國家。例如GDP比中國高的日本、德國、法國、英國等，原來七個(gè)工業(yè)國都比中國高，現(xiàn)在前四名的業(yè)務(wù)除了美國就是中國，當(dāng)然這也和中國這幾年的經(jīng)濟(jì)快速發(fā)展、項(xiàng)目多有關(guān)系，因此，我認(rèn)為質(zhì)量流量計(jì)的市場前景很好。”
 
最初，愛默生亞洲區(qū)流量部只有二十幾個(gè)人，現(xiàn)在在中國境內(nèi)已發(fā)展到100多人。目前他們已經(jīng)在上海浦東建立了流量標(biāo)定中心，在江蘇南京投資建立了處于世界先進(jìn)水平的亞洲流量中心，以提高對中國市場的服務(wù)能力。中心在為亞太區(qū)業(yè)界提供領(lǐng)先的流量測量技術(shù)及附加服務(wù)，將成為一個(gè)擁有世界級水平的區(qū)域制造和配送中心。張運(yùn)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(jīng)大到可以讓它能夠本地化，并且服務(wù)于本地客戶�！� 

持續(xù)改進(jìn)產(chǎn)品 永不滿足現(xiàn)狀 

“流量技術(shù)的發(fā)展一定是伴隨著客戶的需求在發(fā)展，只有你的產(chǎn)品、服務(wù)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(rèn)可。產(chǎn)品不僅要做到滿足實(shí)際需要，更要做到盡善盡美，應(yīng)該對產(chǎn)品有一個(gè)持續(xù)改進(jìn)的過程�！睆堖\(yùn)才解釋到，艾默生從上到下貫徹的一種文化叫 “系統(tǒng)性思維、持續(xù)改進(jìn)”，即要有永不滿足的精神。這個(gè)系統(tǒng)性思維一個(gè)核心部分就是以客戶的需求為導(dǎo)向，立足于現(xiàn)在，設(shè)想將來達(dá)到的境界，找出它的差距，一步一步的去改進(jìn)�！叭绻麊栁以诎�默生學(xué)到什么？我覺得他們教我的就是要持續(xù)的改進(jìn)，要有系統(tǒng)性的思維�！� 

張運(yùn)才認(rèn)為，隨著技術(shù)的發(fā)展，很多難題是可以克服的。他介紹說，高準(zhǔn)公司有一個(gè)強(qiáng)大的研發(fā)部門，他們做產(chǎn)品研發(fā)要先做客戶調(diào)研。每年研發(fā)部門都要對中國的客戶進(jìn)行調(diào)研，通過第三方公司直接打電話給客戶了解。“我作為中國業(yè)務(wù)的領(lǐng)導(dǎo)人，有責(zé)任把我們中國客戶的需求反映給公司。比如計(jì)量在中國用的很普遍，已經(jīng)¬被廣大客戶所接受，這一點(diǎn)在總部我們比任何一個(gè)國家都做的好。在中國，油品計(jì)量需要大口徑，所以大口徑技術(shù)的發(fā)展，基本都是我們中國在做推廣�！� 

關(guān)注客戶所需 解決客戶所難 

“要讓流量技術(shù)被廣大的客戶所認(rèn)可和接受，關(guān)鍵的問題是作為廠家要了解客戶的需求和客戶現(xiàn)在的狀況，他們存在什么樣的困難�！睆堖\(yùn)才舉例說，“現(xiàn)在國產(chǎn)的原油，國內(nèi)有幾個(gè)油田的原油成分情況都不同，勝利的油和大慶的油的品質(zhì)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(jié)構(gòu)。能不能有效地解決這個(gè)問題，我認(rèn)為要想廣泛地推廣這些技術(shù)，必須要先了解這些問題，當(dāng)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(rèn)為作為廠家不能閉門造車，不能覺得自己的產(chǎn)品是最好的，如果不了解用戶的真正需求，最好的產(chǎn)品對客戶都沒有價(jià)值。只有了解了客戶真正的需求和他們真正關(guān)心的問題，才能真正幫助他們解決困難，你認(rèn)為所謂的優(yōu)點(diǎn)才能被客戶所認(rèn)可。” 

張運(yùn)才每年70%的時(shí)間都在油田和他帶領(lǐng)的銷售人員、服務(wù)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(dāng)然我在辦公室也要做一些計(jì)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(wù)。才能把我們的組織變得更有效率，真正變成以關(guān)注客戶所關(guān)注的一個(gè)組織�！� 

據(jù)張運(yùn)才介紹說，愛默生每一個(gè)員工都會在售前、售后、銷售、服務(wù)、支持等方面接受培訓(xùn)，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(dá)給客戶。張運(yùn)才舉例說：“有些事情可能因?yàn)槲覀兊臏贤ǚ绞讲粚�，就容易把小問題變成大問題。比如中國在跟美國溝通的時(shí)候，如果下訂單我們要輸?shù)膮��?shù)不清楚，對用戶需求供應(yīng)的參數(shù)不了解，就會影響到工廠訂單的順利下發(fā)，同時(shí)會影響到交貨的速度，進(jìn)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.