服务永无止境 ??访艾默生过程管理中国区流量部总监张运才
High-quality Service Forever ??Interview with Zhang Yuncai, Sales Director of Flowmeter 
Department of Emerson Process Management in China 

□ 《石油与装备》记者 / 姜娜 覃珧 / 译   来源：《石油与装备》/ 振威石油网
Reporter / Jiang Na Translator / Qin Yao 




优质的产品需要以优质的客户服务做保障，著名的艾默生过程管理中国区流量部在拓展中国市场的过程中，突出客户服务，取得了令人著目的业绩。他们成功的秘诀在哪里？有什么值得我们学习借鉴的经验？

艾默生过程管理中国区流量部资深业务总监张运才，在自动化领域具有丰富的工作经验，不论对流量计领域的行业发展，还是对中国市场都有独到和深刻的见解。在担任中国区流量部业务总监的五年中，他所带领的销售队伍有着30%的年增长销售业绩。同时，他也见证了我国近十余年来流量新技术的快速发展。日前，记者采访了这位艾默生过程管理中国区流量部的资深业务总监。 

新技术助推中国流量计量事业发展 

质量流量计之所以被国内外市场广泛应用，是因为质量流量计有一个最大的好处??直接测量流体的质量。早在十八世纪，法国人提出了采用自然界存在的科氏粒这一物理现象，利于现在电子技术发展和检测技术的提高，测出由于科氏粒的存在而产生振动的相位差，进行油气量测量。然而直到1977年才出现第一台样机，由外国人组建公司开始生产第一台质量流量计并在市场中推广。1985年前后这家公司被艾默生公司收归旗下并进入中国市场。 

目前科氏质量流量计在国内已有二十多年应用历史，许多大型企业都在采用该产品。据张运才介绍，科利奥技术产品在市场上的优势有四点：第一能够直接测量质量；第二没有移动部件；第三多个参数同时存在，它不但能测量质量流量，还可以测量密度和温度；第四个没有“结液”的部分。质量流量计不需要经常维修，安装也越来越简单。 

张运才介绍，十几年前他们就开始到客户那里做关于流量技术推广工作，“传统的精度是在比较好的标准点的基础上要加上零点稳定性，但是现在的质量流量计在精度上有很大改变，随着电子技术和传感技术的发展，质量流量计的零点稳定性已经基本上被排除。我们所说的精度是在一个相当宽的量程范围内的精度，还可以含气测量，这些好处基本上已经逐步被用户接受和使用。” 

今天艾默生的许多技术已经被广大的客户接受，尤其在石油、石化领域。张运才不无骄傲告诉记者：“这说明我们当初的努力在今天看来是很值得的。” 

投资中国 实现本地化服务 

目前，爱默生在中国已经有许多成功的应用案例。 如在石油上游开采中，大庆、塔里木、吐哈、克拉玛依油田，中石化西北公司及塔河分公司油田等均广泛采用爱默生的质量流量计；管道与罐区装/卸船、装车计量中，国内的白沙湾灌区、仪长原油管线、柯可亚??泽普原油管线、丘陵及巴卡原稳及湛江港务局的灌区扩建和中海油泸州沥青公司的码头原油卸船计量等也有所应用；油品交接计量方面，原油进炼厂炼油装置的项目中，中石化镇海炼化公司的2#常减压装置改造项目、中海油大榭石化公司的常减压装置Ⅰ期及改造、Ⅱ期常减压装置项目、中石化镇海炼化公司的原油调和项目等都有应用。 

“中石油和中石化是我们联系非常广泛的大型企业中的兄弟企业，产品一旦有很成功的应用例子，就可能会迅速地被推广使用。”张运才解释说：“我们对中石油、中石化、中海油这些国内的客户很有信心，因为爱默生流量的业务在中国已经做到除美国本土以外最大的一个国家。例如GDP比中国高的日本、德国、法国、英国等，原来七个工业国都比中国高，现在前四名的业务除了美国就是中国，当然这也和中国这几年的经济快速发展、项目多有关系，因此，我认为质量流量计的市场前景很好。”
 
最初，爱默生亚洲区流量部只有二十几个人，现在在中国境内已发展到100多人。目前他们已经在上海浦东建立了流量标定中心，在江苏南京投资建立了处于世界先进水平的亚洲流量中心，以提高对中国市场的服务能力。中心在为亚太区业界提供领先的流量测量技术及附加服务，将成为一个拥有世界级水平的区域制造和配送中心。张运才告诉记者：“爱默生能够在中国投资，说明爱默生在中国的生意，已经大到可以让它能够本地化，并且服务于本地客户。” 

持续改进产品 永不满足现状 

“流量技术的发展一定是伴随着客户的需求在发展，只有你的产品、服务满足客户需求，甚至超出他们的需求，才能真正的被市场所认可。产品不仅要做到满足实际需要，更要做到尽善尽美，应该对产品有一个持续改进的过程。”张运才解释到，艾默生从上到下贯彻的一种文化叫 “系统性思维、持续改进”，即要有永不满足的精神。这个系统性思维一个核心部分就是以客户的需求为导向，立足于现在，设想将来达到的境界，找出它的差距，一步一步的去改进。“如果问我在艾默生学到什么？我觉得他们教我的就是要持续的改进，要有系统性的思维。” 

张运才认为，随着技术的发展，很多难题是可以克服的。他介绍说，高准公司有一个强大的研发部门，他们做产品研发要先做客户调研。每年研发部门都要对中国的客户进行调研，通过第三方公司直接打电话给客户了解。“我作为中国业务的领导人，有责任把我们中国客户的需求反映给公司。比如计量在中国用的很普遍，已经¬被广大客户所接受，这一点在总部我们比任何一个国家都做的好。在中国，油品计量需要大口径，所以大口径技术的发展，基本都是我们中国在做推广。” 

关注客户所需 解决客户所难 

“要让流量技术被广大的客户所认可和接受，关键的问题是作为厂家要了解客户的需求和客户现在的状况，他们存在什么样的困难。”张运才举例说，“现在国产的原油，国内有几个油田的原油成分情况都不同，胜利的油和大庆的油的品质不同，大庆的含蜡可能都超过20%，含蜡量大就会挂壁，会改变流量结构。能不能有效地解决这个问题，我认为要想广泛地推广这些技术，必须要先了解这些问题，当然还有其它问题，比如有些原油里面还含砂，如果含砂量大、流量速度快就可能造成磨损，所以这些问题都需要了解。因此我认为作为厂家不能闭门造车，不能觉得自己的产品是最好的，如果不了解用户的真正需求，最好的产品对客户都没有价值。只有了解了客户真正的需求和他们真正关心的问题，才能真正帮助他们解决困难，你认为所谓的优点才能被客户所认可。” 

张运才每年70%的时间都在油田和他带领的销售人员、服务人员和支持人员一起去走访客户。“中国所有的油田我基本上都去过。当然我在办公室也要做一些计划，但我更愿意走出去了解客户的需求，倾听他们真正需要什么样的服务。才能把我们的组织变得更有效率，真正变成以关注客户所关注的一个组织。” 

据张运才介绍说，爱默生每一个员工都会在售前、售后、销售、服务、支持等方面接受培训，让他们的技巧、知识和能力能够以一种真正有效的沟通方式传达给客户。张运才举例说：“有些事情可能因为我们的沟通方式不对，就容易把小问题变成大问题。比如中国在跟美国沟通的时候，如果下订单我们要输的参数不清楚，对用户需求供应的参数不了解，就会影响到工厂订单的顺利下发，同时会影响到交货的速度，进而又影响客户的工期。”

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.