基于用户质量需求的大质量体系研究——来自小米科技的案例经验

Research on a Holistic Quality System Based on User Quality Requirements——Insights from Xiaomi Corporation's Case Studies

随着市场中产品质量信息的不对称性和消费者对质量需求的日益多样化,当前消费市场所存在的产品质量供给与需求之间不匹配的问题日益明显。本研究基于用户质量需求视角,采用过程研究范式,以“需求识别→需求定位→需求实现”为主线,剖析企业基于用户需求的大质量管理体系的应用机制,并以小米科技公司为例深入探讨其典型实践。研究发现:第一,大质量管理体系的核心特征包括“精准识别用户需求”的结构特征、“准确选择自身定位”的策略特征和“有效满足目标需求”的操作特征,在识别、定位、实现三个阶段呈现多种运作机制;第二,企业需要通过“精准洞察”机制实现需求识别,通过“明确定位”机制实现需求定位,并通过“高效执行”机制实现需求满足;第三,理论模型剖析了企业如何调整用户质量需求导向、完善大质量管理体系,以实现系统层面的优化和改进。本研究从质量管理理论和大质量体系视角拓展了企业质量管理的研究范畴,解决了企业如何通过调整质量管理体系来应对当前消费市场中质量需求与供给不匹配的问题,从用户需求角度为企业完善质量管理体系提供了参考依据。

With the asymmetry of product quality information in the market and the increasing diversification of consumer demand for quality,the mismatch between product quality supply and demand in the current consumer market is becoming more and more obvious.Based on the perspective of users'quality demand,this study adopts the process research paradigm to analyze the application mechanism of the holistic quality management system based on users'demand by the main line of“demand identification→demand positioning→demand realization”,and discusses the typical practice of Xiaomi Technology Company as an example.The study finds that:First,the core features of the holistic quality management system include the structural feature of“accurately identifying user needs”,the strategic feature of“accurately choosing its own positioning”,and the operational feature of“effectively meeting target needs”.The core features of HQS include the structural feature of“accurately identifying user needs”,the strategic feature of“accurately choosing its own positioning”,and the operational feature of“effectively meeting target needs”,and it presents a variety of operational mechanisms in the three phases of identifying,positioning,and realizing.Second,Enterprises need to identify demands through the mechanism of“accurate insight”,locate demands through the mechanism of“clear positioning”,and satisfy demands through the mechanism of“efficient implementation”;Third,The theoretical model analyzes how enterprises can adjust the orientation of users'quality demands and improve the holistic quality management system in order to optimize and improve at the system level.This study expands the research scope of enterprise quality management from the perspective of quality management theory and large quality system,solves the problem of mismatch between quality demand and supply in the current consumer market by adjusting the quality management system of enterprises,and provides a reference basis for enterprises to improve the quality management system from the perspective of user demand.