Infinite loop of service

Whether it can be really meticulous is the objective standard for assessing whether a company has evolved from barbaric growth to civilization.

Recently, because of a booking experience, I have to think of the old topic a long time ago: the infinite loop of service. This seemingly small probability event is actually quite common. The key point is that almost all domestic enterprises that I have contacted so far have not yet had a mechanism to deal with the endless cycle. Whether it is prevention or correction after the incident, it is lacking. The cognition of the seriousness of the problem is often difficult to return at the end.

The cause of the incident was to help the mother-in-law who visited the country to set up a ticket for traveling to Japan. This is a very simple matter. I don’t have to worry about it. I directly searched the app on a famous travel service platform. It is. I don’t know if the coward is just over 80 years old. The information returned by the APP says: Old people over 80 can’t book this ticket. At first glance, I thought that the elderly could not book a ticket at this price, so I tried several different flights and the results were the same. I have been groping for a while and seem to understand: Maybe the elderly over the age of 80 can’t book tickets directly, they need extra health certificates, but there is no such choice in the APP. At least I didn’t see it on the APP when I booked the ticket. APP gives you just a simple and straightforward “can’t order”, letting you hit the south wall directly. Of course, you can say, make a phone call… You think that consumers who are used to finger-pointing apps today are willing to hang on the phone and talk to customers about the problem and seek answers? This seemingly small obstacle, or the process of not thinking, will let the company lose many potential users? Is it really a big concern for the big family?

After the travel service APP booking was frustrated, I thought of going directly to the airline booking, so I downloaded and installed the airline APP, it was smooth, I could find the same ticket, the price is the same, but still over 80 years old. Older people are required to provide proof of application. Fortunately, the airline’s APP has more attention than the travel service platform APP, allowing you to submit the health certificate for the elderly directly in this step of the APP booking process. This seems to be easier. Uploading the photo of the relevant certificate in the mobile phone, only one hour later, the mobile phone number that was left received received the text message confirming the approval. I thought that everything was going well, but when I used the airline APP to book a ticket, the application status of the elderly could not be refreshed in the APP, even if the reloading was uninstalled. Forced helpless, had to call the airline customer service to seek manual solution, was told that the APP is still in the review status, can only be online. Internet discovery: The status is still “pending review” (I don’t know if there is any relationship between the received SMS and the APP database in the internal system, or it doesn’t matter), the self-service method can’t be booked. Finally, the virtual ticket is manually ordered by the customer service, and then the old-age application form is printed out by itself, and the form is filled in manually, and then an email is sent to apply for approval. After getting such a small thing, I spent no less than ten hours before and after.

Although they are all infinite loops of service, the problems between the two are different: the former is a human brain problem, and the design process is flawed, causing the customer to lose a node in the process; the latter is an IT bug, leading to the human brain. The events that have been approved have not been synchronized in the computer system, and the living people are miserable by the computer. Whatever the reason, these infinite loops of service are costly for the company, which can lead customers to abandon further communication with the travel service platform and directly transfer to the airline; it will also be lost in airlines with infinite loops. Or the waste of manual customer service time due to IT defects.

In fact, this famous travel service platform has in addition to the artificial process design flaws. It also has an IT Bug for invoicing. In its VAT ticket option, when I input all the information, I am told that this information already exists, no need to input. But when you really want it to open a special ticket, this “already” information can’t jump out. This phenomenon happened almost every time in my previous business trip (an infinite loop that has not been solved). You have to call, find a manual customer service, and repeat this strange phenomenon. You have to send an email again every time. Provide invoice information. A problem that can be solved completely by IT, it is necessary to use labor. IT not only can’t help people, but it creates more troubles that it didn’t have. This kind of IT bug is actually more serious than the problem of no IT platform.

A friend who had done a computer simulation of the flow to the airport mentioned the first thing that an airport in Germany did after it was completed: it was to invite a few foreign passengers who did not understand German at all and gave them “tasks”. How long does it take to find the counter to go to, find toilets, catering and other common facilities, and go from the most convenient way to the designated boarding gate… This kind of “blind test” is for formal Identify problems and correct them before putting them into use. Only in this way will it not happen that foreign tourists carry their trousers everywhere to find a toilet, which has indeed occurred at a large international airport in China.

For the potential infinite loop, Japanese companies have done more than the Germans. The Japanese like to be bored in the house, trying to follow every step of the process, think of what they can think of, and get into service. In the guide. I remember an international student who had done an internship in Japan told me that on the first day of work, I got a “work guide” that was thicker than a novel. I didn’t take it too seriously. Who would go to work so thick before going to work? This thing, whenever there is a problem, the master always asks him to go to a section of this “guide” to find the answer. Over time, he began to realize that the person who wrote this “guide” seemed to think of all the thoughts that could be thought of. Even the placement of the tools on the table was clear. He tried to put the tools on the wrong side. The way of putting the adjustments was made, but afterwards it proved that no matter how you put it, it is not as efficient as the way the “Guide” teaches. All the people who have used this “guide”, from the master of the master’s master…to him, you only need to be familiar with this “Sunflower Collection”, you can do well without thinking. This seems to further prove that Mr. Bo Yang said that the Japanese society is a small group of smart people who lead most of the less intelligent people. It is much more efficient than the Chinese society composed of people with the most IQ.

Compared with the two industrial powers of Germany and Japan, we not only lack the necessary preventive measures in avoiding the service cycle, but also have no real attention to such problems from the perspective of thinking, which will lead to the emergence of such famous large enterprises. The desperate cycle of people is not directly related to whether the company is listed on NASDAQ. There may not be such a truth in Germany and Japan. Speed-conscious US companies may still have some flaws in launching certain products and services, but American companies with advanced management concepts have a set of error correction mechanisms for infinite loops. For example, in the case of this situation similar to the beginning of this article, the manual customer service will have a high-level reporting channel and reward mechanism, which will immediately trigger the involvement of relevant high-level supervisors and IT engineers, correct the problem, update the APP… and not again and again Waste the manual customer service resources over and over again to solve the same problems caused by IT bugs.

As of today, when I was writing this article, the airline’s APP on my mobile phone still showed my coward’s status as “pending review”. It’s not difficult to burn a little money. It’s not difficult to do it after it’s bigger. Whether it can be really meticulous is the objective standard for assessing whether a company has evolved from barbaric growth to civilization.