Rong Guangyu: First of all, thank you again for attending our successful ceremony. This is also an important action for HP's comprehensive care of the county. It is more important to introduce our services. In fact, today we established the Zhejiang Service Center in Fuyang, so he also marked the first-ever coverage of the prefecture-level cities in our Zhejiang and print industries, more than half of prefecture-level cities, to better meet their needs, Then this picture also gives us a simple schema, whether it is a developed coastal area or the western region, covering most of the country. Computer Business Intelligence Reporter: What is the service form of Fuyang's service center? For remote dealers in the small county of Yunnan you just said, how do you manage it? How do you manage it? 
Just now everyone has already seen it on the map. Actually, we covered the most extensive areas where we are already in a very remote mountainous region like Yunnan Province. We also have our service center in a place like Dongguan, which is very remote. The region can also find us quickly and we can also provide services quickly. This year, everyone also understood that it was the 25th year that our HP entered China. It was also a year that we consistently provided services for Chinese customers. Our Hewlett-Packard spent the whole period of appreciation and incorporated many of our considerations and our products. After delivering to the customer a very good service, we have been upholding our philosophy, invested a lot of money and many innovations, there are many considerations for customers, clocks to provide services for customers, we are also in access to the media and The customer's praise, the following I will tell you from three aspects about how we provide efficient and convenient services, provide attentive service.
First of all, our unanimous commitment to service providers is devoted to a lot of enthusiasm, funding, and costs. Like we have already mentioned that print services have covered 419 cities, prefecture-level cities, county-level cities, and counties across the country. If you understand the printing line, In other services, Hewlett-Packard is the No. 1 in the business. We are just half of our service coverage. Now we have 424 service centers. We have just 425th in Fuyang. Our service network now has more than 1,000 services. The name of the engineers, we continue to increase service in the training of service personnel to ensure the provision of high-quality, efficient supporting services.
Our investment is also reflected in the fact that we are tailored to the characteristics of different users and provide customers with more customized promises. It is possible that all other printer manufacturers in our community may not provide 365 days to consumers like us. The service, so we can also provide services to customers on weekends and holidays. For SMEs also customers, so we promised that in 275 cities across the country we can promise to repair the next day area, and for some particularly popular use of Printers We can provide free services for one year. These are some of our great investments for our customers. In addition, we also have a very advanced platform for interaction with customers. We can provide information on some service platforms. In fact, just now we talked about HP's comprehensive care service, not only to hand over the products to customers, HP has set up 25 test rooms worldwide, to bring more high-quality products to users and ensure good color. , Some yarn dyeing, saturation, adapt to different users' conditions and needs. Under these conditions, some of HP's previous services were not provided by other vendors.
Next we talk about providing customers with some efficient services in terms of innovation. This includes the use of some high-tech methods in testing, including our innovative services and web platforms. With our online support service, Hewlett-Packard pioneered the withdrawal of online services. Over the years, we have continued to innovate. The network knowledge platform I have experienced has been updated four times. Now we use the most advanced in the world. A unified platform, in fact, we can use our own advantages, have greater innovation, and our e-mail support. Different from what we may have experienced, no matter what products people use, most of them are automatic responses. Finally, there are some long waits, but we ensure the fastest response to our customers and ensure timely resolution.
Our innovation is also reflected in HP's IT line in China also used the earliest use of online chat as technical support, if you think about it, other chats certainly talked about some other topics, did not say some technical services. Our withdrawal from service this year is to update our knowledge platform for chat services to the most advanced platform in the world. We are also developing some online self-diagnosis tools in the area, so if customers have some difficulties and can go through some remote judgment on the Internet, they can determine what the problem is, so this is very convenient. In this respect, we are also studying with our team some more convenient and practical diagnostic tools.
On the online customer support forum, we have been doing such a service. Hewlett-Packard launched the most advanced interactive forum in China last year, so it was welcomed by customers since it was launched last May and we have exceeded 11 million times (clicks). ), We also won the award for a practical star for each technical service service and association that he won, which is enough to prove that we can continue to innovate in the service phase.
In addition to the online knowledge platform we just talked about, we are also an area of ​​intelligent telephone support service center, I would like to give you a guess on the side of HP's telephone service began? Actually, today, I think he is very common, but if we understand the history of Hewlett-Packard's development, he only emerged in the 90s of the last century, then our HP company is also the first call in China's IT line. Center support. We should have established this service in 1994 and 1995. Then I should be touching this thing as the first generation. We are also constantly innovating and improving in the region. Now our telephone service should be taking into account the requirements of our customers. We are open for 7 days. This is also a different service from other manufacturers. We have more than 300 professionals. The engineer went to talk with the customer about the situation.
Then the same innovation in our service, not only in after-sales, we are in the innovative means to ensure that our machine gives customers a perfect printing experience, we can guess what the distance is? Can't guess it?
Qianjiang Evening News reporter: a millimeter.
Rong Guangyu: Less than 0.2 mm, a hair is almost the same, we HP is in the quality of excellence. If we say this part of 0.2 mm, we see that there are a lot of coat colors on top, and he is unqualified. We are trying to guarantee our quality through such tests in the laboratory.
Then we will provide more services for our customers from more areas for our customers. Actually, like our HP IMB comrades in the United States will come to understand Chinese users every year, how can we provide better Service to meet better needs. We also launched China's original classroom. Because HP puts a lot of thought into the printer, if customers do not understand how to use the printer, we can teach customers in class.
Next, we can see that during the research and development stage, we gather air pollution in various parts of the world. Air pollution actually has a certain impact on our print quality. We have brought the test of the environment in different places. Yellow is At best, the blue color is medium. For example, in some parts of India, he has a desert. Although there are fewer printers used by customers in this area, we also collect it. Everyone sees that there is a bottle of sand. In the sample, we collected sand in desert sands in different regions, and also included sand in China. This is a device that simulates dust storms. The tests are also of good quality in different situations.
In addition to dust particles, we will also pay attention to the global temperature and humidity conditions. We have different temperatures in different regions of the world. We are also helping each year. Each city can represent a region, and the temperature meter is installed. When the summer may be very hot, the voltage will be low at that time. These tests can guarantee that when the product is set, there will be a very suitable product for China's national conditions, and it will also facilitate our after-sales service.
Apart from the particles, dust, temperature, and humidity we considered, we also consider the situation of the world's paper. In fact, we annually purchase some major brands of paper in China and send it to our factory for testing. China is using more of a 70-gram paper. We have samples of paper mills in various regions of the world. This is an example. We are the accumulated thickness and height of paper used to test print quality for 12 months of the year. It is several times that of Everest, 4 times, which is enough to prove that HP considers a lot of customers. To ensure that our printers are suitable for China, suitable for such paper situations in other parts of the world.
Of course, we do not have to worry about considering the relationship between the environment, we will go to recycling.
Some home users may put the printer in the bedroom. Is the printer far from everyone?
Tianji.com reporter: Right on the table.
Rong Guangyu: This is a very professional, only in some recording studios can be seen inside, sound-absorbing room, we can see the uneven material, why do we want such a large and special sound-absorbing shed it? It is to make sure that the printer's sound will not interfere with the customer when he prints. He has a very strict standard and is a very quiet one. There is analog human hearing, and there are many devices for measuring decibels.
That is precisely because we have consistently invested more and more innovations in HP, so we are also praised by the masses of users who have won the media. We have won numerous honors for many years and we have won 7 on CCW and CCID. Awards, we received the first satisfaction of laser printers, inkjet printers, and MFP services.
Therefore, in the future, we plan to expand our coverage of the service more extensively and deeply. Wherever our customers are, we can allow our customers to quickly find us and bring our sunshine service to more Germans.
Moderator: Then what problems do you have to take this time to ask questions? 
Rong Guangyu: Actually, our activity model in Fuyang's service center will also use local one of the most experienced service partners to bring our customers a consistent service to our Fuyang customers. Our HP manages them. We have invested a lot of resources, manpower, and costs. Then we also rely on different management platforms. We are talking about these innovative services and innovative models that we just talked about. All of these platforms will bring Fuyang customers a great deal. Good support. In fact, we have been providing the same services to our customers throughout the country for many years. Even in remote areas, our management methods are actually the same. We have a special system. Including our training, some management, tracking of service time, there is a strict requirement for the tracking of service quality.
Computer Business Intelligence Reporter: For example, the personnel training, we are training them, we HP will not send our HP personnel to come, is to use the local resources to conduct a comprehensive service.
Rong Guangyu: We have a strict institutional mechanism for their training. We will set up some service centers in some regions of the country. We are close to the Shanghai area of ​​Fuyang and have our accredited institutions.
YORK reporter: For example, because I see we have a plan for the township that covers the next few years, I would like to ask about the general request, because I came from Hainan, I would like to ask whether Hainan has it?
Rong Guangyu: Hainan is there.
YORK reporter: For example, what will happen in the next few years?
Rong Guangyu: We have 419 this year. Actually we have already covered 100 prefecture-level cities and counties. We can expand coverage to 200 counties in the coming year.
Tianji.com reporter: That is to say, is there a difference in the service system between our county-level cities and the opening of this service center in a big city?
Rong Guangyu: Yes, we are a unified management. For so many years, it is the same regardless of the city.
Computer Business Intelligence Reporter: Hewlett-Packard has a large scale in Dalian. Can you tell us about the current development situation?
Rong Guangyu: Our HP call center has been set up in Dalian and other places. Dalian has a wide customer base, so no matter where we are, our call center will carry out the corresponding investment and the best training and our high Quality management.
Computer Business Intelligence Reporter: How many homes are there now?
Rong Guangyu: Just now I introduced that we have more than 300 engineers.
Hangzhou Daily reporter: I would like to ask why today will choose Fuyang here?
Rong Guangyu: Actually, Fuyang is an area that has experienced rapid development. Then we chose Fuyang as a center. He actually started a new start after 25 years. We want to bring our service to more. The area also signifies that we have covered a comprehensive prefecture-level city in Zhejiang Province. In this way, our customers in Fuyang City and the surrounding customers can get our close service.
City Express reporter: Is there any mention of a Yue classroom service? Is he a corporate user or an ordinary user?
Rong Guangyu: In fact, our Yuet Classroom is aimed at more customers. He can be an individual customer or a corporate user. Our registration methods are diverse. We can sometimes inform customers when we are repairing services. It will also let customers know such a message, and it will come when we have activities in our classroom.
City Express reporter: What kind of form is he in this classroom? Where is the superior form?
Rong Guangyu: This kind of possible behavior is infinite. Today, we see that the T-shirt worn can be printed with random graphics. In fact, we can share it with customers. How can we use the machine better? There are a lot of value-added services in our machine that can bring more customers. It is better to have these services.
Moderator: For example, you just talked about cups, T-shirts, or home users. How can companies be more economical and environmentally friendly in the printing process? For example, we have one machine because many customers in China The usage habits mean that he must first dial, after the other party has passed, and then send a fax. This market in China will also be a special product for China. Then how will this product be made and how best we will be in this classroom? There are some skills used to maintain, and there is also a maintenance technique. We will communicate with users through the area of ​​this class. At the same time, what our users think of us is also a good opportunity.
Rong Guangyu: Yuet Classroom is an opportunity for us to communicate with customers. We can communicate with customers and how to do a good job.
Hangzhou Daily reporter: Did anyone personally say that they bought a machine and provided free on-site service? Besides our value-added services, are there other services other than classroom?
Rong Guangyu: For individuals, he can also enjoy on-site service. Classroom is the latest one we have withdrew from this year. At the same time, we are also thinking constantly. We also hope to discover more opportunities to provide more value-added services.
IT168 Reporter: Just heard you say, your follow-up service and previous service will be done by the customer very well, that is, the competitors will surely follow. How do you do some measures or methods in the service to keep you this leading Gesture or different from your competitors.
Rong Guangyu: We will still insist on continuing to innovate more and continue to think more of our customers. Just now we have seen and mentioned, that is, now, we are still the first place to continue, and we are far ahead of others. Our competitors, then we hope to expand more extensively and deeply, and we hope that our leading edge will continue to be maintained.
Moderator: In fact, HP's printing is a comprehensive concern. We hope that more media can join us today. Just introduced, HP has a very unique upward knowledge forum, which itself is one of our users. The space for interaction and communication, before this, we also communicated with many other media. If you have some questions you can also submit some questions through this, I put some questions that are not present to let him answer, we use the knowledge forum. Form for publication.
This is a reporter from the computer world. What he wants to ask is that we have all heard about the slogan of comprehensive care. Is this the concept of HP printing service?
Rong Guangyu: The overall care is consistent with our HP's printing concept. The comprehensive care service we talked about is that he is not only providing customers with a simple service support. In fact, he also pays attention to our entire product. The use of the above, we have been in the service over the years has been a lot of investment, innovation and thinking, and then we will continue to deepen our service innovation.
Moderator: The following is the reporter's body temperature, if it is as an ordinary user, if there is a problem to ask HP, which way can we seek HP's help?
Rong Guangyu: In fact, customers can contact HP conveniently and conveniently. Customers can easily find the most convenient and efficient service in the local area. At the same time, he can also seek services on our website, including our 24-hour online autonomy. Services, in fact, we have a number of service experts, but also our HP service ambassador every day to ensure that the customer's questions are able to get a high level of response, as well as our online chat service, e-mail service, users can also Call our hotline for 365 days without taking a rest every day.
Moderator: He may wish to pass this when you have questions, Hewlett-Packard is everywhere and you can find us everywhere. Let's look at the next one. This is a Beijing media. There is a service center established, more people enjoy convenient services, hope that HP will print more service outlets in 2011 to serve everyone, and hope that these authorized service centers can make their own characteristics and want to understand What HP services are featured print customer service? I hope you can give an example.
Rong Guangyu: I would like to answer this question from two aspects. The first hopes that there will be more outlets to serve everyone. We also mentioned that in the future, we will expand service outlets from the current 100 counties to 200 counties. The printing service, our Yue classroom is a vivid example, in the future we will continue to think of more and more areas for customers, similar to classroom activities.
Moderator: Then what reporters at the scene have problems, they can continue.
Computer Business Intelligence Reporter: I would like to know what HP has oversight mechanisms for distributors, or third parties other than HP.
Rong Guangyu: We have a complete service system for the entire nation's services. We will discuss the experience of a service area and customers. We will also have some mysterious people's service experience. We actually each week, each These monthly data will be known. We can actually tell everyone that the quality of our services is excellent by using these data. Then we also provide quality and efficient services to our customers in all our services.
Computer Business Intelligence Reporter: What do you mean by the certification of our HP project?
Rong Guangyu: That certification is from the product line, as well as the certification issued by the certification itself.
Computer Business Intelligence Reporter: Then we have Fuyang's shop just like that. How was your distribution situation?
Rong Guangyu: At present, they have sufficient staff to serve Fuyang's customers, because just now we also mentioned that we need to open our customers for 365 days, and we must serve our customers. So we have to arrange, like we arrange 5 days a week, we There are also calculations. They have also been trained. This time is also full.
Moderator: Is there a problem here?
Tianji.com reporter: For example, on the online forum just mentioned, I would like to ask. The recovery is generally our engineers. What kind of ambassador is that you said?
Rong Guangyu: The e-mail is actually our engineers replying and replying. At the same time, we will make a confirmation in the expert of the product. The forum is a very open community, there will be many enthusiastic users of Hewlett-Packard will reply, and our technical experts also Make a reply to a product.
Moderator: Everyone has questions?
Qianjiang Evening News reporter: Hewlett-Packard has covered several cities in Zhejiang more?
Rong Guangyu: There are 30 cities in Zhejiang, ranking third in the country because we attach great importance to the market in Zhejiang.
Qianjiang Evening News reporter: Are there more home users in Zhejiang?
Rong Guangyu: Many home users, SMEs also users, large enterprises also have users.
Moderator: I think the last time the relationship, one or two problems. Well, if you don’t have much more, because I know that before Yung always said a lot of things, it’s clear that today we’ll be here for this interview. We still welcome everyone to come with us to Fuyang to witness the 425th service center’s In the future, we hope to implement similar activities in more places.
Interview with General Manager Rong Guangyu of HP Global Customer Service Department
Meeting Time: October 22, 2010 Venue: Zhejiang Fuyang International Trade Center Hotel Theme: Hewlett-Packard Print Services Comprehensive Care County Township - Zhejiang Fuyang Hewlett-Packard Authorized Service Center Completion Moderator: Because I still hope to be able to slide The form of the film shows the image of our service to everyone. Then ask our President Rong to give you an introduction first.