January 2026
Intermediate to advanced
304 pages
7h 21m
English
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CHAPTER 6 Project-Driven Performance Management
In Haier’s ecosystem of MEs and EMCs, performance metrics are deeply rooted in user value. Success is not merely about meeting internal goals or adhering to timelines but about creating measurable customer impact. Each ME operates as an independent profit-and-loss center, and its leader’s performance is evaluated based on how well it addresses user needs and drives market outcomes.
The emphasis on user-centric metrics is evident in Haier’s Smart Home initiative, where AI-driven customer support tools were implemented to enhance service efficiency. Metrics for success were tied to tangible outcomes such as a 15 percent reduction in average conversation time with service agents and a significant ...
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