from happening . As part of this we have introduced the following innovations :
HP Predictive Press Care
Using data analytics , we can predict potential service needs for the press and notify the customer . This enables the customer to avoid unexpected downtime and plan the required service for a convenient time .
HP Customer Excellence Program ( CEP )
With this consultation service , customers enjoy a structured , multi-disciplinary boost of knowhow , expertise , proficiencies , and focus that bring their business and technical performance to the maximum .
While technology is a key element of HP Service Advantage , our passionate , customer-centric services workforce is a critical component in delivering a best-in-class customer experience . The technology transformation enables our services personnel to shift their attention from purely issue resolution to proactively serving and partnering with customers . This transition requires a culture shift and reskilling the services workforce . The ‘ Growing with Purpose ’ program was launched to drive transformative changes in our organization to acquire and grow the right skills and approach for delivering a true service advantage .
At HP GSS , it is all about the success of our customers . Throughout our service transformation , we partner closely with customers to validate and pilot new ideas and innovations . And our investment in HP Service Advantage is paying off . We have received very positive feedback from our customers , with proven benefits : significantly increased uptime , supplies yield , and consumables life span , as well as customer growth in new markets . HP Service Advantage has also enabled HP to grow and develop our service personnel into the most customer-centric , passionate , and proactive workforce and to establish an innovative work environment . •
Learn more : http :// bit . ly / IJ3 _ 08
LEADERSHIP ADVICE
From her upbringing in war-torn Vietnam to her rise to VP and General Manager for HP ’ s Graphics Solutions Services business , Oanh Phuong has always looked to the positive in change and the opportunities it offers .
In 1975 , Oanh moved from Saigon to San Diego and began her college program on her way to earning a Bachelor of Science Degree in Industrial and Systems Engineering . She and her family eventually moved to the San Francisco Bay Area where she received her master ’ s degree from Stanford University . Oanh was recruited by HP during her last week of finals at Stanford .
Fresh out of college , Oanh joined the HP Manufacturing team in Cupertino . After her promotion to Manufacturing Project Manager , she oversaw the introduction of just-in-time-manufacturing for servers at HP . This was a major innovation to streamline production workflows and reduce waste .
Oanh was soon offered a fresh opportunity to move to Roseville California and manage the design and build of HP ’ s newly consolidated server and networking manufacturing facility . During her 20-year career at HP ’ s Roseville facility , Oanh relished the opportunity to be part of many new developments in supply chain , engineering , and operations of world-class new product introductions and built to order manufacturing . Her responsibilities grew to the point where she was named Director of Strategic Procurement and Engineering , managing 300 engineers in 6 different locations , plus extended teams to launch new products across all three worldwide regions .
Recognized for her motivation and track record , Oanh was offered a position across the Pacific as Director of HP ’ s Technology Services ( TS ) Customer Operations . In this role , she led the TS Customer Operations of 1,300
employee spanning 13 different countries for Asia Pacific and Japan ( APJ ). During her 3-year assignment , Oanh transformed her APJ Customer Operations into the best among worldwide regions in delivering customer experience and operational efficiency .
Today she revels in her role back stateside , guiding HP ’ s Graphics Solutions Services business and delivering HP Service Advantage . Oanh continues to get inspiration from helping her customer , HP business , and employee growth through innovation and transformative changes . She spends more time in leadership coaching and mentoring HP employees and actively engages in external leadership development and mentoring programs for executives .
When Oanh is not driving HP ’ s world-class services organization , she enjoys downtime hosting dinner parties for friends and family . She and her family have not forgotten their roots however , to this day Oanh is very involved in rebuilding the churches in the remote areas of Vietnam where she spent time as a child .
Oanh Phuong ’ s advice to aspiring managers and leaders
1 . Focus on what customers and key stakeholders ask of you .
2 . Embrace change . Change can be very positive , sometimes you need a catalyst . How you respond to and manage change helps define who you are .
3 . Foster an environment of openness , trust and respect . That will lead to great teamwork and collaboration .
4 . Never go it alone . Work with product , go-tomarket and channel teams , to help achieve scope and scale of any project .
5 . Balance customer needs , business needs and employee growth . You should always be in search of customer feedback for ways to improve , but you also need to stay in touch with talent growth needs and desires . Be on the lookout for new projects based on customer feedback that will allow your employees to grow and help drive the business .
6 . Remember , no task is too small . •
Issue 3 · Summer 2016 · Innovation Journal 19
from happening. As part of this we have intro-
duced the following innovations:
LEADERSHIP ADVICE
HP Predictive Press Care
Using data analytics, we can predict potential
service needs for the press and notify the
customer. This enables the customer to avoid
unexpected downtime and plan the required
service for a convenient time.
HP Customer Excellence
Program (CEP)
With this consultation service, customers enjoy
a structured, multi-disciplinary boost of know-
how, expertise, proficiencies, and focus that
bring their business and technical performance
to the maximum.
While technology is a key element of HP
Service Advantage, our passionate, custom-
er-centric services workforce is a critical com-
ponent in delivering a best-in-class customer
experience. The technology transformation
enables our services personnel to shift their
attention from purely issue resolution to
proactively serving and partnering with custom-
ers. This transition requires a culture shift and
reskilling the services workforce. The ‘Growing
with Purpose’ program was launched to drive
transformative changes in our organization to
acquire and grow the right skills and approach
for delivering a true service advantage.
At HP GSS, it is all about the success of our
customers. Throughout our service transfor-
mation, we partner closely with customers to
validate and pilot new ideas and innovations.
And our investment in HP Service Advantage
is paying off. We have received very positive
feedback from our customers, with proven
benefits: significantly increased uptime, supplies
yield, and consumables life span, as well as
customer growth in new markets. HP Service
Advantage has also enabled HP to grow and
develop our service personnel into the most
customer-centric, passionate, and proactive
workforce and to establish an innovative work
environment.
Learn more: http://bit.ly/IJ3_08
F
rom her upbringing in war-torn Vietnam
to her rise to VP and General Manager for
HP’s Graphics Solutions Services business,
Oanh Phuong has always looked to the positive
in change and the opportunities it offers.
In 1975, Oanh moved from Saigon to San
Diego and began her college program on her
way to earning a Bachelor of Science Degree
in Industrial and Systems Engineering. She
and her family eventually moved to the San
Francisco Bay Area where she received her
master’s degree from Stanford University.
Oanh was recruited by HP during her last week
of finals at Stanford.
Fresh out of college, Oanh joined the HP
Manufacturing team in Cupertino. After her pro-
motion to Manufacturing Project Manager, she
oversaw the introduction of just-in-time-man-
ufacturing for servers at HP. This was a major
innovation to streamline production workflows
and reduce waste.
Oanh was soon offered a fresh opportunity
to move to Roseville California and manage the
design and build of HP’s newly consolidated
server and networking manufacturing facility.
During her 20-year career at HP’s Roseville
facility, Oanh relished the opportunity to be part
of many new developments in supply chain,
engineering, and operations of world-class
new product introductions and built to order
manufacturing. Her responsibilities grew to
the point where she was named Director of
Strategic Procurement and Engineering, man-
aging 300 engineers in 6 different locations,
plus extended teams to launch new products
across all three worldwide regions.
Recognized for her motivation and track
record, Oanh was offered a position across
the Pacific as Director of HP’s Technology
Services (TS) Customer Operations. In this role,
she led the TS Customer Operations of 1,300
employee spanning 13 different countries
for Asia Pacific and Japan (APJ). During her
3-year assignment, Oanh transformed her
APJ Customer Operations into the best among
worldwide regions in delivering customer
experience and operational efficiency.
Today she revels in her role back stateside,
guiding HP’s Graphics Solutions Services busi-
W72BFVƗfW&r6W'f6RGfFvR6FVW2FvWB7&Fg&VpW"7W7FW"'W6W72BVVPw&wFF&VvfFBG&6f&FfP6vW26R7VG2&RFRVFW"Ч666rBVF&rVVW0B7FfVǒVvvW2WFW&VFW'6 FWfVVBBVF&r&w&2f WV7WFfW2vV2BG&fr( 2v&B6706W'f6W2&v旦F6RV2FvFP7FrFW"'FW2f"g&VG2Bf֖ǒ6RBW"f֖ǒfRBf&vGFVFV &G2vWfW"FF2F2fW'f[email protected]&V'VFrFR6W&6W2FR&VFR&V0bfWFvW&R6R7VBFR26BV~( 2Gf6PF7&rvW'0BVFW'0f7W2vB7W7FW'2BW7FRЦFW'26bR"V'&6R6vR6vR6&RfW'6FfR6WFW2RVVB6FǗ7BआrR&W7BFBvR6vPV2FVfRvR&R2f7FW"Vf&VBbVW72G'[email protected]B&W7V7BFBvVBFw&VBFVЧv&B6&&FBWfW"vBRv&vF&GV7BvFЦ&WBB6VFV2FV6WfP66RB66Rb&V7BR&6R7W7FW"VVG2'W6W72VVG0BVVRw&wFR6VBv0&R6V&6b7W7FW"fVVF&6f v2F&fR'WBR6VVBF7FFV6vFFVBw&wFVVG2@FW6&W2&RFRWBf"Wr&V7G0&6VB7W7FW"fVVF&6FBvpW"VVW2Fw&rBVG&fRFP'W6W72b&VV&W"F62F6(*p77VR2 +r7VW"#b +rfFW&