On November 20, 2016, the 6th International Excellent Operations Annual Conference was successfully held in Jinji Lake, Suzhou. Entrepreneurs, experts, and scholars from multiple countries and regions attended one after another. Xu Jianguo, Vice President of Tiantian Express, was also invited to attend the annual meeting and also gave an exclusive interview with NetEase.

NetEase: Is this your first time attending the Excellence Annual Conference?

Xu Jianguo: Yes.

NetEase: The International Association for Excellence in Operations aims to help upgrade enterprise management. This annual meeting is mainly attended by manufacturing enterprises. As the only invited service-oriented enterprise, Tiantian Express, what are your experiences after attending the meeting?

Xu Jianguo: Now is an era of the Internet. Through the influence of the Internet, the division of labor among enterprises has become increasingly blurred, forming a pattern of "you have me, you have me". Nowadays, many manufacturing industries have introduced logistics, and the entire manufacturing industry also needs to control costs during its development process, leading enterprises to consider whether to use professional logistics, which to some extent accelerates the efficiency and response speed of the entire manufacturing industry. As we call it, 'professional people do professional things'.

NetEase: G20 escort, 5 consecutive years of Double Eleven without stock shortages, etc., daily express delivery has performed very well. What do you think is the secret to the success of daily delivery? Is Tiantian Express undergoing transformation and upgrading?

Xu Jianguo: Actually, Tiantian Express was an old brand established in 1993, but in its later development, it did not actively respond to the so-called "e-commerce" at that time, resulting in being outdated. In 12 years, we acquired Tiantian Express in the hope of stabilizing and continuously expanding the brand in the future. Therefore, Tiantian always puts itself in a learning position, watching the development of others, learning from their strengths, making up for their own shortcomings, continuously developing ourselves, and slowly moving forward. During the process, we attach great importance to three aspects every day: first, continuous learning and the integration of e-commerce. 2、 Adhere to the principle of service, truly embody service to the end, make service rooted in customers' hearts, and make them believe in every day. 3、 Build a high-end system. Tiantian Express ensures the normal operation of the entire network through its self-developed "Tianwang System", ensuring that consumers can see the dynamics of their own packages throughout the entire express service chain. From these points, it can be seen that every day is a way to maintain "attack", so progress has been rapid in recent years.

NetEase: You just mentioned innovation. In addition to lifting Tiantian's self-developed "Tianwang System", we are also laying out the "last mile" of express delivery. Are these all part of Tiantian's innovation? What is the approximate investment of the company in independent research and development?

Xu Jianguo: That's right. Skynet system is to refine the information flow of express and every node of time logistics. Provide extensive technical support for operations throughout the entire system. For example, scanning QR codes and 3D codes, and using the system to decompose the express delivery. This matches the 'last mile', so the accuracy of daily express delivery is very high. The daily express delivery is decomposed by computers, and there are various sorting equipment and instruments to support information control, helping customers to more accurately grasp their own express information.

The investment in research and development accounts for about 20% -25%, which is not very large. However, because the entire team has a very deep understanding of every aspect of the work every day, the investment is small and the results are fast. In fact, the "craftsman spirit" has long been integrated into the blood of the employees of Tiantian Express, and there is a high level of understanding among various departments. They understand each other's needs and provide corresponding solutions as soon as possible.

NetEase: Do you think that Tiantian Express is developing rapidly now? Is innovation bringing greater benefits or management bringing greater benefits?

Xu Jianguo: Great innovation. Because I have always insisted that in order to break through the competition in the express delivery industry, innovation is necessary. And management, in fact, every company has its own way based on its own conditions. But the progress of enterprises still relies on innovation and change. If there is no driving force in management, I think this enterprise is also lifeless!