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Consumer NA vs. APJ AIR Ratio
7 6 5
Key Accomplishments
• • • • • Robust fuser design ($ 20M impact) Fax improvements ($5M so far) Protection from dust ($1M) Jam Improvement ($1M) EM Media testing
Psychometrics test for darken text ID copy Fax handset usage
3
©2009 HP Confidential
template rev. 12.10.09
SHANGHAI UNIQUE CONTRIBUTIONS
Out of Box Failures
• • • VEP/TPS delta support in China Lone Pine delta in Russia Tsunami delta in India Set up China FPLA
QPM CPE Engine CPE Cartridge Technical Marketing
Monthly C/M/T failure cartridge sample test
MP Test
China DOA reporting and analysis
Cartridge Recovery and Return rate monitoring Customer Escalation (WW)
Wear out Failures
Simple repair
Preintro Delta Program
Monthly Cicada Mantis Tsunami EP data analysis
Quality Program Management
First Product Look Analysis (Call Data) Exchange Point Data (APJ) DOA (China)
First Look Failure Anቤተ መጻሕፍቲ ባይዱlysis (Repair Data)
Monitor
ASTROII Call Data Analysis
CPIT
White hawk life look in China
Life look Consumer Repair Data Parts Return
Quality and support for Shanghai designed products LES consumer support center of excellence LES emerging markets quality and support
2
©2009 HP Confidential
6X
India/NA ratio in 2010 is 6
Ratio
4 3 2 1 0 2006 2007 2008 2009 2010 2011 2012 2.1X
China/NA ratio in 2010 is 2.2
FY11 Deliverables
• India deep dive & drive improvements • Invest in consumer & EM data • Design for power fluctuation protection • Next round of Fax improvements • Add focus on VEP LJ and Scanners
-4m 4 -3m -2m ©2009 HP Confidential -1m template Intro 1m rev. 12.10.09 2m 3m 4m 5m 6m 7m 8m
Tsunami fax study in India
Web Forum
12 -15 m End of Life
DRIVING QUALITY IMPROVEMENT
INDIA INVESTIGATION
India 1st Look Failure Overview (Tsunami)
No Power
India 1st Look Failure Overview (Tsunami)
No power is the top failure caused by ECU failure
$3.54 15%↓
MANTIS
7 ©2009 HP Confidential template rev. 12.10.09
$20.87 40%↓
LONEPINE
6 ©2009 HP Confidential template rev. 12.10.09
Customer Visit Insights & Action Plan •Support Support •Customer desire on-site support • Work with consumer and commercial support teams for options to meet competitive customer needs •Customer usage model Customer • Customer share printer similar to China customer . • Develop plan with R&D to avoid issues resulting from sharing. • Local Anti-virus application is popular in consumer customer. • Developed plan to work with SW install lab to add it to testing.
LES SHANGHAI CUSTOMER ASSURANCE QUALITY AND SUPPORT
–Cheryl Wu & Nancy Zeng –November 3, 2010
1 ©2009 HP Confidential template rev. 12.10.09
LES SHANGHAI CUSTOMER ASSURANCE
First Look Insights & Action Plan • October Install power monitor October:
• November Deeper analysis on data November: • Q1 Analyze failed parts and power traces. Q1: • Q3/Q4 Design and implement countermeasures Q3/Q4: • Others/Challenges •Difficult to get failed parts out of country for analysis •Work with country team on getting failed parts out •Doing in country analysis
APJ 18%
NA LAR 15% 4%
Commercial EMEA 23% 52%
EMEA 18% LAR APJ NA 11% 6% 5%
Consumer 48%
Over 35% (2.2M units) of consumer supported products are in APJ with 75% in China and India The Shanghai CA team delivers insights to product design to meet emerging market customer needs
1.3X
Drove APJ & China AIR from 6X to 2X vs. NA Benefited India from 20X to 6X Plan HP Confidential template rev. 12.10.09 to 1.3x in 2011 in place to drive 5 ©2009 Repeat process with India
and mainly
31% 5% 5% 11% 22%
NO Communication USB Power on but Can't be ready
Same main capacitor blown Similar component failure on Hornet and Whitehawk
template rev. 12.10.09
CONSUMER SUPPORT CENTER OF EXCELLENCE
LES WW WIB (Q4'10)
Shanghai is the LES CA consumer support center of excellence 48% (6M units) of LES products in warranty are in consumer support
Achieving World Class Quality - with Significant Warranty Cost Reduction
$2.08
TSUNAMI
CICADA
Ts 3:1 $6.78 23%↓ Ts 4:1 $15.44 27% ↓
Quality Improvement Ease of Use Serviceability and Support
7 6 5
Key Accomplishments
• • • • • Robust fuser design ($ 20M impact) Fax improvements ($5M so far) Protection from dust ($1M) Jam Improvement ($1M) EM Media testing
Psychometrics test for darken text ID copy Fax handset usage
3
©2009 HP Confidential
template rev. 12.10.09
SHANGHAI UNIQUE CONTRIBUTIONS
Out of Box Failures
• • • VEP/TPS delta support in China Lone Pine delta in Russia Tsunami delta in India Set up China FPLA
QPM CPE Engine CPE Cartridge Technical Marketing
Monthly C/M/T failure cartridge sample test
MP Test
China DOA reporting and analysis
Cartridge Recovery and Return rate monitoring Customer Escalation (WW)
Wear out Failures
Simple repair
Preintro Delta Program
Monthly Cicada Mantis Tsunami EP data analysis
Quality Program Management
First Product Look Analysis (Call Data) Exchange Point Data (APJ) DOA (China)
First Look Failure Anቤተ መጻሕፍቲ ባይዱlysis (Repair Data)
Monitor
ASTROII Call Data Analysis
CPIT
White hawk life look in China
Life look Consumer Repair Data Parts Return
Quality and support for Shanghai designed products LES consumer support center of excellence LES emerging markets quality and support
2
©2009 HP Confidential
6X
India/NA ratio in 2010 is 6
Ratio
4 3 2 1 0 2006 2007 2008 2009 2010 2011 2012 2.1X
China/NA ratio in 2010 is 2.2
FY11 Deliverables
• India deep dive & drive improvements • Invest in consumer & EM data • Design for power fluctuation protection • Next round of Fax improvements • Add focus on VEP LJ and Scanners
-4m 4 -3m -2m ©2009 HP Confidential -1m template Intro 1m rev. 12.10.09 2m 3m 4m 5m 6m 7m 8m
Tsunami fax study in India
Web Forum
12 -15 m End of Life
DRIVING QUALITY IMPROVEMENT
INDIA INVESTIGATION
India 1st Look Failure Overview (Tsunami)
No Power
India 1st Look Failure Overview (Tsunami)
No power is the top failure caused by ECU failure
$3.54 15%↓
MANTIS
7 ©2009 HP Confidential template rev. 12.10.09
$20.87 40%↓
LONEPINE
6 ©2009 HP Confidential template rev. 12.10.09
Customer Visit Insights & Action Plan •Support Support •Customer desire on-site support • Work with consumer and commercial support teams for options to meet competitive customer needs •Customer usage model Customer • Customer share printer similar to China customer . • Develop plan with R&D to avoid issues resulting from sharing. • Local Anti-virus application is popular in consumer customer. • Developed plan to work with SW install lab to add it to testing.
LES SHANGHAI CUSTOMER ASSURANCE QUALITY AND SUPPORT
–Cheryl Wu & Nancy Zeng –November 3, 2010
1 ©2009 HP Confidential template rev. 12.10.09
LES SHANGHAI CUSTOMER ASSURANCE
First Look Insights & Action Plan • October Install power monitor October:
• November Deeper analysis on data November: • Q1 Analyze failed parts and power traces. Q1: • Q3/Q4 Design and implement countermeasures Q3/Q4: • Others/Challenges •Difficult to get failed parts out of country for analysis •Work with country team on getting failed parts out •Doing in country analysis
APJ 18%
NA LAR 15% 4%
Commercial EMEA 23% 52%
EMEA 18% LAR APJ NA 11% 6% 5%
Consumer 48%
Over 35% (2.2M units) of consumer supported products are in APJ with 75% in China and India The Shanghai CA team delivers insights to product design to meet emerging market customer needs
1.3X
Drove APJ & China AIR from 6X to 2X vs. NA Benefited India from 20X to 6X Plan HP Confidential template rev. 12.10.09 to 1.3x in 2011 in place to drive 5 ©2009 Repeat process with India
and mainly
31% 5% 5% 11% 22%
NO Communication USB Power on but Can't be ready
Same main capacitor blown Similar component failure on Hornet and Whitehawk
template rev. 12.10.09
CONSUMER SUPPORT CENTER OF EXCELLENCE
LES WW WIB (Q4'10)
Shanghai is the LES CA consumer support center of excellence 48% (6M units) of LES products in warranty are in consumer support
Achieving World Class Quality - with Significant Warranty Cost Reduction
$2.08
TSUNAMI
CICADA
Ts 3:1 $6.78 23%↓ Ts 4:1 $15.44 27% ↓
Quality Improvement Ease of Use Serviceability and Support