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

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