HAIER by E.H. Edersheim

“At Haier, each employee generates his or her revenue by providing the best service to the employee in the next step downstream and incurs expense or cost by receiving service from the employee in the previous step upstream and resources from various supporting departments.

Each person has a personal commitment to a customer-based service goal. Part of that commitment is measured with Personal Key Performance Indicators. The CEO has explained that employees should feel that they have a customer to answer to, more so than a superior. For example, a line operator had a line flexibility goal – how many different models could be made on the same line with zero changeover time; and a service goal – always at least one unit in inventory.

Part of each individual’s review process includes assessing their success at achieving their personalized strategic goals, as well as their business’ goals.”