惠普全球服務(wù)中心(中國)質(zhì)量之路

惠普全球服務(wù)中心(中國)質(zhì)量之路田小鵬博士惠普全球服務(wù)中心(中國)質(zhì)量總監(jiān)2006年9月，北京商業(yè)的挑戰(zhàn)(CommonBusinessChallenges)持續(xù)性地滿足客戶的需要和提高客戶的忠誠度(Consistentlymeetingcustomerneedsanddevelopingloyalty)實現(xiàn)一個”內(nèi)”客戶和競爭機制的文化(Accomplishingan“outside-in”customerandcompetitor-focusedculture)獲得“及時”的結(jié)果，即使流程，工具，系統(tǒng)和基礎(chǔ)價構(gòu)不成熟(Achievingtimelyresults,evenwithlagginginfrastructure,processes,toolsandsystems.)達(dá)成業(yè)績的突破和持續(xù)性地實現(xiàn)財務(wù)業(yè)績(AchievingperformancebreakthroughsandConsistentlymeetingfinancialresults)保證員工的積極進(jìn)取、業(yè)務(wù)專注和活力四射(Keepingemployeespositive,focusedandenergized)確保和合作伙伴、小組的有效的團(tuán)隊和做(Gettingteamstoeffectivelycollaborateacrossgroupsandwithpartners)改善不成熟的流程(Improvinginadequateprocesses)實施一個可重復(fù)的，結(jié)構(gòu)化的方法來解決問題(Deployingarepeatable,structuredapproachtoproblemsolving)提高語言的溝通能力和技術(shù)技能(Improvinglanguagecommunicationskillsandtechnicalcompetency)2023/1/112GDCC的發(fā)展軌跡200320022004GDCC成立CMM啟動100員工上?？偛?70員工

北京分中心

CMML3

500+員工

大連分中心

CMML5

2005

1300+員工CMMIL5

“低成本服務(wù)”中心

2000+員工PCMMLevel3HPSigmaPlus戰(zhàn)略

重慶分中心20062023/1/113GDCC質(zhì)量之路-精益求精，不斷進(jìn)取April.04CMML5Sept.05CMMIL5May.06ISO9001Sept.06PCMML32023/1/114GDCC質(zhì)量特色

追求最高的客戶滿意度-TargetingHighestcustomersatisfactionwithdependabledeliverablesinqualityandschedules

采用世界級別的質(zhì)量管理系統(tǒng)-Adoptingworld-classqualitymanagementsystem–HPGMAS(GlobalMethodApplicationServices)

實施“數(shù)據(jù)驅(qū)動”的項目管理機制-ApplingDashboard(Data-Driven)basedprojectmanagementintransparencyforalllevels

應(yīng)用3層的質(zhì)量監(jiān)控體系-ImplementingMultiplelayeredqualityassurancestructure(OrgAudit-SectionAudit-ProjectAudit)

部署自動化的過程工具系統(tǒng)-Usingautomatedprocessworkflowtoolsfacilitatingallkindsofprojectsdelivery

激勵員工的參與和創(chuàng)建質(zhì)量文化-Motivatingemployees'participationandbuildingqualityculture2023/1/115惠普質(zhì)量管理系統(tǒng)工程-HPGM-AS2023/1/116GDCC3tierQualityAssuranceMechanism2023/1/117PeopleCMM目標(biāo)AttractDevelopMotivateOrganize2023/1/118系統(tǒng)學(xué)的思考理論知識UnderstandingVariation心理學(xué)理解市場和客戶需求UnderstandDesignTestImplement項目開發(fā),認(rèn)證,獎勵和激勵基礎(chǔ)準(zhǔn)則Products,Services,ToolsOrganizationViewedAsaSystemBusinessPerspectiveCustomerPerspectiveEmployeePerspectiveOperationsPerspectivePurposeMissionBeliefsVisionSystemforObtainingInformation(CustomerFocus)PlanningStrategicObjectivesImprovementEffortsResourcesBasicQuestionsManagingImprovementEffortsACTPLANSTUDYDOHPSigmaPlus框架結(jié)構(gòu)2023/1/119客戶客戶體驗惠普的質(zhì)量和性能改善的集成方法商業(yè)商業(yè)表現(xiàn)員工員工參與和實踐可持續(xù)性的業(yè)績增長客戶的忠誠度高效性和實用性員工的態(tài)度和行動惠普商業(yè)業(yè)績鏈組織效能過程和系統(tǒng)性能行業(yè)標(biāo)準(zhǔn)和最佳實踐(ISO,