In Seoul on January 23, the temperature was minus 14 degrees. This is the coldest day since South Korea entered the winter.
The cold wind is bleak, and it seems to be a special match with Samsung's black and white cool-tone venues----Before this, the color of the gorgeous is almost the host of the Samsung conference, but this time it was absent.
After all, this is not Samsung's gorgeous moment.
But for many of Samsung's employees, this is the end of a haze - in the past four months, Samsung has invested more than 700 researchers to test 200,000 note7 phones to find out why. Overtime is the norm, and more importantly, the psychological pressure, until the 23rd announced the true cause of the note7 bomber, they were relieved.
Everything is finally coming out.
According to a report jointly released by Samsung and three independent agencies, the culprit comes from both battery manufacturing and design; Samsung, as a complete machine manufacturer, failed to finalize the equipment before listing and find out the reasons for design and manufacturing. Should be responsible for this.
This led to an unquestioned defeat in the history of Samsung mobile phones. When the press conference began, DJ Koh, president of Samsung Electronics' wireless business unit, entered the venue. Several consecutive crickets have already indicated Samsung’s attitude--in the trial that has long been designated as a "felony", Samsung has only come up with a mistake. In good faith, how much can you save a city.
Even so, the dissatisfied voice is hard to disappear with Samsung's apology. In fact, the bombing accident that started on August 24, 2016 not only caused financial losses to Samsung Electronics, but also had a far-reaching impact on Samsung’s corporate image and brand value; at least, the result could How many consumers are convinced, it is still an unknown number.
On the way to regain consumer trust, Samsung still needs to go further.
"Black Swan" incident?If there is no bombing accident, mobile phone rivers and lakes may be another scene. As the crystallization of Samsung's innovative technology, note7 was widely expected at the beginning of the market. Even after the first accident in August last year, note7 was still selling tightly in a short period of time. However, the continuous fermentation of the event forced Samsung to announce a recall plan of up to 2.5 million units on September 2.
But the bad luck is not over. After abandoning the SDI battery used in the first recall of mobile phones, Samsung turned all note7 battery orders to another manufacturer ATL to produce a "safe version" of note7. However, the "safe version" proved that it was not as safe as expected. Subsequently, the continuous accident finally caused Samsung to announce the permanent discontinuation of note7 on October 11 and recall all the note7 phones on the market.
According to foreign media forecasts, Samsung Electronics may suffer a huge loss of at least 19 billion US dollars due to the recall of note7; in Samsung's third-quarter earnings report, this drawback has initially appeared, Samsung Electronics' mobile business operating profit is only 100 billion won. , a year-on-year decline of 96%.
This makes Samsung quite painful. In particular, the incident has occurred for several months, and Samsung has still not identified the cause of the accident, which has further worried the outside world. It is imperative to come up with a credible report. This is also the focus of Samsung Electronics' work in the past four months.
But when the answer sheet was about to be handed over, Samsung found a new flaw.
In the report of Samsung and three third-party organizations, the reasons all pointed to defects in battery manufacturing and design, which is not significantly different from the reasons reported by foreign media a few months ago. However, it is surprising that the reason for these defects is largely due to the fact that while the NOTE7 battery is willing to try new technologies, it also puts a part of manufacturing into the technical blind spot.
This is especially true when the separator is too thin. DJ Koh, president of Samsung Electronics' wireless business unit, admitted that Samsung did not have any knowledge in this area. Through this research, Samsung really grasped the thickness of the isolation film.
And this is very likely to be a blind spot in the entire mobile phone industry.
A senior executive of Samsung Electronics described it to Tencent Technology after the meeting. The accident was like a meteorite once again. It was once again hit; the technical blind spots presented by the two recalls were different, and Samsung was caught off guard.
Most importantly, the problem does appear in Samsung products, Samsung has no choice but to bear.
Solving the crisis of trust is a big problemShifting responsibility will only lead to greater losses on the brand, which has reached consensus before the meeting.
A Samsung Electronics insider told Tencent Technology that before the conference, Samsung Electronics had the most internal discussion in addition to researching the bomber, which was how to apologize to the market; including how to respond positively to Chinese consumers, and also in the established matters. .
In fact, as the hardest hit area of ​​the note7 bomber, the Chinese market is particularly responsive. This is mainly due to Samsung's first recall of note7 on September 2, 2016, Samsung excluded the Chinese market and insisted that there is no problem with note7 in the Chinese market. However, the damages continued to follow. In the end, Samsung’s second phase of the recall on October 11 had to include the National Bank’s note7 in the recall.
In this regard, DJ Koh explained that the note7 battery manufacturers include Company A (Samsung SDI) and Company B (Chinese manufacturer ATL). In the first recall, Samsung only found the problem of SDI. Since other countries use SDI batteries, China uses ATL batteries, so there is no recall of products in the Chinese market. This is by no means a "double standard" that consumers question.
However, if the "misunderstanding" of the above "double standards" can be clearly explained, the contingency of the technical blind spot is far less simple to explain.
According to industry analysts, it is crucial for ordinary consumers to eliminate them in subsequent products. Samsung’s technical “accidentality†may aggravate the distrust of Samsung technology and affect consumers’ purchase of next-generation products. Decision making.
To this end, Samsung announced at the conference that the "eight-cell battery safety inspection measures" for the battery, including safety inspection, battery appearance inspection, X-ray inspection, battery disassembly inspection, TVOC inspection, ΔOCV measurement, Eight items such as charge and discharge check and safety check under the user's use scene. In addition, Samsung has also set up a team of consultants dedicated to the development of 12 core components such as mobile devices.
This seems to be the most operational issue released by Samsung at the conference. In the eyes of some industry professionals, this series of measures is not a bad thing for the entire mobile phone industry, especially in the safety of lithium batteries, helping to help the industry establish a more stringent industry norm.
In fact, both SDI and ATL are the first-tier manufacturers in the industry, especially ATL has ranked first in the world in terms of production capacity. “The problem now is that many manufacturers find that even the first-class manufacturers will not be spared. The new solution is coming out."
In this regard, the industry is not a blame for the NOTE7 incident.
But another difficult problem is that these industry-level considerations are almost impossible to come within the scope of consumer thinking. According to previous reports by Tencent Technology, in some opinion polls, the tendency of consumers to Samsung mobile phone brands has dropped significantly.
A Samsung mobile phone user told Tencent Technology after the conference that in his view, Samsung pushed the responsibility to the battery manufacturer. In addition, Samsung believes that the 3500mah battery is not related to the bomber incident and it is difficult to accept.
And this is precisely the challenge of Samsung - can consumers who don't understand the research report and don't understand the industry really change their minds?
How to break the game?The problem is not without a solution. The burden fell on the unfinished Galaxy S8.
The specific release date is still inconclusive, but according to previous reports, Samsung may launch S8 ahead of this year's MWC, or postpone another press conference.
This is the result of Samsung’s non-stop. Some analysts said that due to the failure of note7, Samsung has already had a fault in the iteration of the flagship machine; the order gap left by note7 has flowed to Huawei, Apple and other manufacturers, and Samsung has to step up and catch up.
However, this is not easy in the absence of consumer trust: in fact, even if S8 is successful, as long as there is a small problem, it is likely to be intentionally or unintentionally enlarged in this rather special period.
If you are afraid of innovation because of a bomber accident and completely choose a conservative path, S8 is also difficult to capture consumers.
Undoubtedly, Samsung needs to find a new balance between security and innovation.
People familiar with the matter said that unlike the radical innovations on note7, the S8 is indeed likely to slow down in the pace of innovation. According to the news from the supply chain, the S8 will be improved on the screen ratio and dual cameras. However, how many improvements can be found in the existing equipment; if it is homogenized, the possibility of S8 breakout is also Not big.
How to grasp this degree is undoubtedly a huge challenge for Samsung. However, in addition to the challenge, Samsung with the entire industry chain still has its own unique advantages.
Unlike other machine manufacturers, Samsung has obvious advantages in core components such as panels and chips. During the crisis, the healthy development of these businesses has already completed a defense for Samsung's performance in terms of finance. In fact, although the profit of the mobile business fell by 96%, Samsung Electronics, which has diversified business, fell only 30% in total profit.
In addition, its own panel business, chip business and mature supply chain are likely to show power on the S8. For example, if there is a yield problem on Xiaomi MIX, there may be a turnaround on S8; if this guess is true, it is likely that Samsung will lead a full-screen trend, and Samsung will greatly increase its brand image. Minute.
However, at least for now, whether these good expectations can be fulfilled is still unpredictable. In the short term, the negative impact of note7 will continue. How to dilute its impact with a greater benefit will be the next step for Samsung Electronics executives to avoid.
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