may never think of HP, as the issue in 2007 with NVIDIA graphics, produced two DV2000, V3000 series, the problem will continue into March 2010 in the Chinese market to focus a large area of the outbreak, Hewlett-Packard roots in China 25 years, the image of the transience of subversion. Gengrang HP surprise that the issue of consumer products in addition to the dissatisfaction, the more anger from HP's "gold service." Proceed in an emergency to deal with the incident a month later, on April 15, Information Products Group, Hewlett-Packard general manager of China accepted the reporter Chasing an interview, talked about on the "quality gate" of the response and reflection.
>> events
introduced three programs deal with "quality gate"
"Frankly, I have never in 15 years at HP have been in this crisis, and no experience in the face of this crisis. "Yongli said that early in March after another media reported 170 consumer complaints concerning rights protection, the executives have begun to collect problem; to know that the problem concentrated in the DV2000, V3000 two product, March 15 for early introduction of the first set of two models of the problem of customer solutions, however, question the media and users generally do not strictly enforce the three packs of HP's policies, his night to bring together all sectors of the night and then develop a Item comprehensive reorganization plan, issued on March 16.
3 月 20 survey on national AQSIQ report came out, HP to respond. "AQSIQ was made a very good idea to develop a user can be able to understand the terms, but not limited to laymen can understand it. This is what we previously did not realize. There are many terms of service after the introduction of inline It is easy to understand, but the user is watching do not understand. "Yongli said that day meeting to discuss the results, that the previous two solutions with AQSIQ requests integrated together, with easy to understand language then let the user understand it to develop a compensation package.
multinational organizations, large and complex system, but in times of crisis but the response must be made to close quickly. After a lapse of one month after the April 15, HP announced a consolidation of 30 days notice has been providing free of charge for the 6301 maintenance or extended warranty solution, processed by the 1792 users of the returned machine requirements or maintenance subsidies. Yongli still clearly remember the 16 March 800 hotline "bursting" scene: "That incoming calls increased by almost double. The next 30 days, from more than 4,000 calls per day and gradually decreased to April 14 is almost more than 1,500 calls. "
Yongli said that the views of the user that he is most concerned about, whether it is to solve the problem of users, or users of preparations court, he want to give them a satisfactory solution.
>> reflect a
performance increase out of control caused by service
reporter has learned that HP is outsourcing the form of gold service to the country six large sub- IT service providers to operate, which is six in all regions and then outsourcing or agency to the next level service provider, this cycle throughout the country, and now HP's coverage has expanded each year, nationwide service network of over 500. Not uncommon in this way, almost every PC makers are outsourced services, but why the problem is in HP?
Yongli executives and various departments that reflect the time when the results multiplied, the service system to increase the manpower in accordance with the ratio is sufficient. However, too fast business growth, more and more extensive coverage, increase in manpower alone is not enough. Communication, unity, reviews, user feedback have revealed a very serious problem. "The analogy, if we used to do business in 13 cities, is very simple, basically just Yao Da 13 calls on it; but now we have over 700 cities, 2,000 counties have agents, by called on to die. need a mechanism to monitor such a large market. "
& Trade Co., Ltd. Beijing Express Times for seven years with HP, HP is the largest distributor in North China, Chairman Wulin Guo agrees on the views of Yongli, he said: "Hewlett-Packard the largest share in the Chinese market, the fastest growth rate. but outsourcing services business with headquarters in convergence is not close. HP also made the outbreak of the reflection of other manufacturers. "
Yongli admitted in 3? 15 after the number of service partners, very disappointed, after various communications, Hewlett-Packard is also aware of the seriousness of the problem. Zhang Yongli, said gold service review mechanism and the frequency coverage to improve, if implemented, does not meet HP's Chamber of Commerce consider replacing the requested service.
>> Reflection 2
future services play a decisive role
"Product quality is not good, service is not good, the fundamental problem is not resolved, these caused the problem with the accumulation of 3? 15, the outbreak of the question. "they concluded, Yongli in communication with a number of channel partners will not be shy when they take the initiative to communicate and have made some, such as Digital China, Ingram Micro and other enterprise customers with the understanding . Had been persuaded to give up even some selling HP notebook Zhongguancun dealer, also decided to join with HP to resolve the question at hand.
but in Internet forums, microblogging, message boards, on the HP brand of exclusion and mistrust has become the most users of the conditioned reflex. In this regard, Zhang Yongli did not mind: "In the turmoil, we will introduce a program of 3-6 months as a whole, I hope to resume sales and brand."
Yongli said that the Chinese HP will not change as a global priority, including R & D in China will be more products, more innovative products appear to provide different solutions to meet the various market segments. "In addition to more than 700 cities, 2,000 counties in the future we will go 1-2 million township. To enhance the quality of service is then able to continue to promote the growth of a dynamic performance. In China, HP should continue to develop and service is top priority! "Chasing stressed.
toil for years in the IT Marketplace Wu Linguo that, IT vendors on price, product configuration and flame is gone, the future is the maintenance and after-sales service Competition. "Although this is a cost-raising process, but in the next 2-3 years, it will be the main battlefield of competing vendors. No one should miss."
our reporter Liu Shanyun
> Related: Hewlett-Packard announced a 30-day progress of the rectification service points will be doubled during the year 1792 Hewlett-Packard user machine or maintenance costs by replacing subsidies for HP notebook users to Rights of Way problem
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