In the 175-year-old family business of Patek Philippe, Thierry Stern, the current head of the family and the fourth-generation heir to the family, grew up in the world of watches and clocks, as did his father Philippe Stern. That love for watches has long been planted.
The father and son created a new realm for Patek Philippe on different levels. Philippe adjusted the company structure and strictly defined the division of responsibilities and details. Naturally, everyone’s sense of belonging and responsibility will increase, which will greatly affect work efficiency and results. While inheriting the business traditions of his fathers, Thierry has shaped a new way of working, injecting new ideas of technology and modernization into Patek Philippe. He abandoned the pile of documents on the desk and adopted advanced electronic technology equipment to enable him Master every aspect of the workshop.
At a strategic level, Patek Philippe always adheres to tradition and does not follow the trend blindly. Each new work launched by Patek Philippe will have minor adjustments in color, size, details, etc., but they insist on having classic elements that belong to Patek Philippe only. This is the common conviction of each generation: it is committed to the perfect innovation of the product, and let the classics eternally pass on Patek Philippe.
After taking over as Patek Philippe, Thierry Stern announced a new quality standard for mechanical watches-Patek Philippe Seal. This mark blends the essence of Patek Philippe’s watchmaking workshop and goes far beyond official standards. Unlike the Geneva mark, the quality mark of the Patek Philippe mark not only applies to the movement, but also extends to the entire watch, from the case, dial, hands, buttons to the earrings of the strap, and even involves the aesthetics and function of the finished watch Standards and after-sales services to meet current and future requirements, suitable for the evolving watch industry. Under this standard, Thierry Stern made the decision to increase production. Please note that the increase in output mentioned here is modest, and according to Thierry ‘it is an increase in output without affecting quality’. This is understandable, of course, but in fact he did not say one thing, that is to increase production without causing product flooding and reducing brand value. This is a question of controlling the proportion of production capacity and demand. Patek Philippe generally controls the proportion of production capacity and demand between 1: 1.2 and 1: 1.5. In the current situation, Patek Philippe’s increase in output each time is controlled within 2%.
Although expanding production, considering the overall production is limited and the time to enter China is not long, Patek Philippe will not open several stores at the same time as other watch brands. At present, Patek Philippe has only one store and customer service center in Shanghai and Beijing in China. In the fall of 2012, the Shanghai store moved to Shanghai Bundyuan as a ‘Maison Patek Philippe’, and the Beijing store was upgraded. With its debut, everything revolves around a robust and service-oriented strategy, and strengthening the service experience of local customers has become the focus of Patek Philippe’s work in China.
Thierry Stern once said directly that ‘the service center actually exists as a cost center, so many brands don’t pay much attention to this service, but Patek Philippe will unswervingly invest in this.’ Patek Philippe said to its customers in China. In order to better serve Chinese guests, we not only relocated and expanded the Shanghai Customer Service Center in full accordance with the Geneva headquarters standards, but also set up Patek Philippe Shanghai Talent Center in September last year, laying a solid foundation for service guarantee. The demand for comprehensive maintenance services received by Patek Philippe Shanghai Customer Service Center and Beijing Customer Service Center both increased by nearly 50%. The brand hopes to systematically recruit and train local watchmakers to provide the most professional life-long services to customers from all over China. At the opening of Patek Philippe’s Shanghai Talent Center, President Thierry Stern said: ‘We have a responsibility to provide the highest level of customer service, which is one of the important criteria of Patek Philippe’s mark. We believe that the best watchmakers can analyze a timepiece. The entire history and repair of it, whether this timepiece was made today or at the beginning of Patek Philippe’s birth in 1839. This is the fascination of watchmaking. You cannot learn these things from books. ‘
All maintenance testing equipment of Patek Philippe China Customer Service Center is imported from the headquarters in Geneva, and installation and testing are completed by a professional team. At the same time, Patek Philippe has adopted the same philosophy for the recruitment and training of professional watchmakers, so that each one has received a strict and complete multi-level training system for watchmakers to meet the rigorous requirements of Patek Philippe’s professional watchmakers at Geneva headquarters. Claim.
Shanghai Talent Center was established. It is currently the only watchmaker training center in the world set up outside the Geneva headquarters. All courses are taught by professional trainers from the Geneva headquarters, providing a basic professional course of nearly 3500 hours for two years. ‘Through a rigorous recruitment process for nearly a month, eight students, including four male students and four female students, passed the final test and joined our talent training program. The two-year training in Shanghai is divided into four stages, each Strict tests will be conducted at the end of the stage, and students who pass the test can enter the next stage of learning. ‘Ms. Gao Hong, general manager of Patek Philippe China, told the Yangtze Evening News reporter. At the final stage of the two-year training, trainees will also be sent to Geneva for training. When the two-year course is over, trainees who pass the assessment will be qualified as Patek Philippe watchmakers. After this they were able to independently handle simple-function quartz movements and mechanical movement watches. And the professionalism of ‘watchmaker training’ is reflected in the guarantee of watchmaker’s quality for a longer period of time: every two to three years, these trainees who have already obtained watchmaker qualification will still need to travel to Geneva for at least one month each Training and assessment; on the one hand, we continue to consolidate knowledge and skills, and on the other hand, “renew knowledge” to supplement our professional qualifications for repairing and maintaining more complex watches.
Inheritance is business. At Patek Philippe, people carry out those precious concepts passed down from generation to generation in their daily work, that is, the longest adherence to the standards of perfection, high quality and humanized manufacturing. As Thierry said: ‘I will eventually retreat behind the scenes, but the brand will continue, at that time I hope no one realizes that there has been a handover here.’