On September 1st, the 5th China Quality Conference with the theme of "Quality Change and Cooperation in Economic Recovery" was grandly held in Chengdu Century City International Conference Center. As an excellent typical case of quality transformation and innovation of the chief quality officer of iFLYTEK, iFLYTEK was invited to attend the conference and shared the theme of "Chief Quality Officer Helps High-quality Development" at the sub-forum of "Good Practice of Quality Reform and Innovation of the Chief Quality Officer of the Enterprise" on the afternoon of the 1st.
Opening ceremony of China Quality (Chengdu) Conference
At the sub-forum "Good Practice of Quality Transformation and Innovation for Chief Quality Officers", Wang Hongxing shared the development process of iFLYTEK's quality management from the stage of compliance quality and quality to the stage of ecological win-win quality.
Wang Hongxing shared iFLYTEK's practical experience in quality innovation
"To do a good job in quality management, you need three qualities - love, perseverance, and innovation." Wang Hongxing concluded from the practice of iFLYTEK that in order to truly do a good job in quality, we must love and ensure that our products and services always reach the best level. At the same time, it is necessary to drive all personnel of the company to adhere to the concept of "high standards and high quality", and promote the intelligence and efficiency of quality management and service through the use of innovative technologies and tools.
Wang Hongxing on the "three qualities" of quality
In the 24 years of quality management development, iFLYTEK has always emphasized the importance of quality culture construction and quality improvement activities, and creatively summarized and refined the "321" quality culture, including: a core concept of "customer achievement, value symbiosis", that is, customer achievement as the center, while creating value with customers to achieve win-win situation; The two key supports "innovation and perseverance", supports iFLYTEK people to practice the quality pursuit of the sky, and provides customers with excellent technology, products and services; The three codes of conduct "three haves, five essentials and seven zeros" are the quality code of conduct for every iFLYTEK person.
iFLYTEK "321" quality culture
In addition to building a quality culture, Wang Hongxing believes that the chief quality officer, as the evangelist of the quality culture, should also actively promote the dissemination and practice of the company's internal and external quality culture. Internally, it is necessary to promote the implementation of quality culture by establishing a company-level quality culture platform and carrying out rich and diverse activities such as quality lecture halls and quality knowledge competitions; Externally, it is necessary to actively participate in various activities organized by the General Administration of Market Supervision and Provincial, Municipal and District Market Supervision Bureaus to disseminate the quality culture of enterprises and build quality brands and influences.
"Quality improvement is a key measure for the sustainable development and competitiveness of enterprises, and only by continuously optimizing products and services can we win the trust of customers."
At the speech, Wang Hongxing gave a case of using artificial intelligence technology to improve customer service. Through AI empowerment, the company has built an AI intelligent service system and established a rapid closed-loop management mechanism of "problem acceptance-problem solving-return visit evaluation", which realizes the double closed loop of customer side and problem, which makes the company significantly improve the service quality level. In the past three years, customer service satisfaction has increased from 87% in 2020 to 95% in 2022. The company's intelligent service system has passed the five-star management system certification of after-sales service, and the company's customer service center has also been rated as the best customer contact center.
"The emergence of today's cognitive big model will bring great changes to quality management."
Wang Hongxing introduced that iFLYTEK released the iFLYTEK cognitive model on May 6 this year and continues to iteratively upgrade, which can bring great changes to quality management. For example, in the field of customer service, the large model can more accurately understand the customer's intention, select strategies from the fusion knowledge base, and then generate content to reply to the user, providing users with more professional, efficient and satisfactory services. While improving operational efficiency, improve the service quality of robot customer service, so that robots can solve more complex business problems. In addition, iFLYTEK Spark can also improve the quality of enterprises in the fields of R&D, production, supply, sales, service and management, and help prevent quality control in the whole process of all factors.
Wang Hongxing talked about the big model of Xunfei Spark to promote the reform of quality management
At the end of the speech, Wang Hongxing pointed out that artificial intelligence will help high-quality development from three aspects: helping preventive quality control of all elements and the whole process; Large models learn and evolve to improve product quality; Raise the level of standards, high standards lead to high quality.
Wang Hongxing summarizes that artificial intelligence helps high-quality development, and industrial intelligence helps high-quality development
Quality is one of the core competitiveness of enterprise development. In the future, iFLYTEK will always adhere to customer-centric, innovation-driven, quality-based, constantly innovate quality management methods and technical means, actively participate in China's quality management cause, and contribute to the promotion of quality power and global economic development.
Background expansion
China Quality Conference is a biennial international quality conference with the highest standard, largest scale and most extensive influence in the quality field of mainland China, sponsored by the Chinese government, aiming to share new trends and concepts of international quality development, exchange total quality management experience, strengthen international cooperation on quality, jointly promote quality reform and innovation, promote the interconnection of quality infrastructure, and contribute to promoting global economic development and creating a better future for mankind.
China Quality Conference has been successfully held in Beijing, Shanghai, Shenzhen and Hangzhou for four sessions. The conference was hosted by the State Administration for Market Regulation, the People's Government of Sichuan Province and the People's Government of Chengdu City, and co-sponsored by the National Development and Reform Commission, the Ministry of Education, the Ministry of Industry and Information Technology, the Ministry of Housing and Urban-Rural Development, the Ministry of Agriculture and Rural Affairs, the Ministry of Commerce, the Ministry of Culture and Tourism, the State-owned Assets Supervision and Administration Commission of the State Council, the State Intellectual Property Office, the Central Radio and Television General Station, the State Food and Drug Administration, the China Council for the Promotion of International Trade, and the All-China Federation of Industry and Commerce. Zhang Guoqing, member of the Political Bureau of the CPC Central Committee and Vice Premier of the State Council, attended the opening ceremony and delivered a speech, while Myanmar Deputy Prime Minister and Minister of Planning and Finance U Wen Yan, Secretary of the Sichuan Provincial Party Committee Wang Xiaohui, and Director of the State Administration for Market Regulation Luo Wen attended the conference and delivered speeches respectively. More than 2,000 representatives from 40 countries and regions, 7 international and regional organizations, as well as relevant domestic departments, some local governments, enterprises, scientific research institutes, colleges and universities and relevant technical institutions attended the conference.