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This report was produced by IBM Consulting Group
Doc No:
Huawei Technologies Co. Ltd.
Huawei / IBM Confidential
A study on Huawei Customers Wants Needs
REPORT
June 29, 2000
PW-ISChis report was produced by IBM Consulting Group
Huawei / IBM Confidential
In order to obtain a COMPLETE VIEW of what important
improvements are needed in the total supply chain, it is
crucial to include the view of the customers
We want to find out Huawei customers perceptions on:
1. desired wants and needs - from the stage of evaluating to buy a
telecommunication network product to the final stage of using
that product
2. Huawei performance in these areas
3. Best of Breed competitor performance in these areas
The ISC project took 2 approaches:
1. Looking from within, through the eyes of the consultants and the from
internal Huaweis staff observation
2. Looking from without, through the eyes of the customers, who are the
final decision makers of Huaweis successThis report was produced by IBM Consulting Group
Huawei / IBM Confidential
Qualitative
Methods
Quantitative
Methods
Purposes: Generation,
Formulation of Hypothesis
Testing of Hypotheses
Format: Loosely structured,
permissive subjective;
Rich in content
Well structured,
constraining objective
Limitations: Results cannot be projected Lacks descriptive power;
diagnostics
Over 3 elapse months (March to June), we have reached a total
of 46 customers* through 16 interviews and a mail survey with a
result of 30 responses
INTERVIEW SURVEY
Moments
of
Truth
I want...
I need...
I envision...
March 27 - May 12 May 22 - June 26
Total effort spent : 100 person days of Huawei staff and 50 person days of consultants
Note: see appendix for details of the interviewed and surveyed customersThis report was produced by IBM Consulting Group
Huawei / IBM Confidential
Guangdong
Beijing
Shanghai
Shandong
Shaanxi
Hong Kong
high maturity
medium maturity
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