2019 Annual Report (^65)
Huawei aims to make its name synonymous with high
quality in the ICT industry. To achieve this, we define
our standard for “broad quality” as ISO 9000-based
total quality management. We have implemented a
strategy-driven, all-hands, full-process, and full
value chain quality management system in alignment
with our customers’ needs.
■ With a focus on value and experience, we drive
efforts to extend quality management to every link
along our value chain:
● Previously, our “broad quality” concept was only
applied to product lines and engineering. Today,
it has been adopted by multiple business domains
within the company and has become an integral
part of every link along our industry chain.
● With quality as our foundation, we continue to
stress operational compliance and place cyber
security and privacy protection at the top of the
company’s agenda.
● To deliver Real-time, On-demand, All-online,
DIY, and Social (ROADS) user experiences, we
are striving to build the best digital operation
platform. This platform will make operations
more simple, prompt, and accurate, and raise
the overall quality of our routine work and
results.
● Huawei actively works to capture the Voice
of the Customer (VOC) through a wide array
of channels to identify and consolidate key
improvement points and continuously improve
customer satisfaction.
Huawei has consistently invested over 10% of its annual sales revenue into R&D.
Huawei’s total R&D investment over the past decade has exceeded:
CNY600,000 million
49%
In 2019, we had
approximately 96,000
R&D employees,
accounting for 49% of
our total workforce.Huawei’s R&D expenditure
totaled CNY131,659 million in
2019, accounting for 15.3% of
the company’s total revenue.15.3%
Improving the Management System
Our global management system enables the company-wide promotion of our corporate culture and the effective
management of our business. Ultimately, we aim to:
■ Stay customer-centric, continue basing innovation on customer needs and technological leadership, and build
an ecosystem for shared success;
■ Ensure operational compliance and business continuity, and control risks;
■ Guarantee the trustworthiness of both processes and results, and provide trustworthy, quality products; and
■ Pursue corporate social responsibility (CSR) initiatives and promote social sustainability.
Quality and Customer Satisfaction