Tao zhang

Industrial Technology Certification is an important bridge between the supply side of talents and the demand side of talents. In the digital transition age，It is not only a critical form of talent standard, but also an important channel for the digital talents to have personal learning and development. I am so fortunate to have the opportunity practicing to integrate Branding management, Customer experience management and Technical certification management, and I have such a privilege of working with a strong team: Technical experts, Marketing experts and TCE experts together to build, grow and develop the stage for digital talents, a total new world of H3C technology certification. 产业技术认证，是人才供给侧和人才需求测进行无缝对接的重要桥梁，是数字化转型时代，人才培养标准的重要形式，也是全社会数字化人才进行规范化学习，个人发展，和技能培养的重要通道。我有幸，有机会来实践，来融合品牌管理，客户体验管理和技术认证管理，我有幸和强大的团队，技术专家，营销专家，TCE专家一起，为数字化人才，搭建成长和发展的舞台，共创H3C技术认证的新天地。

建设和发展新华三集团--新华三大学的品牌与战略合作，通过提升全面客户体验，战略资源互动，以及有效的线上线下营销，促进品牌资产增值。 领导新华三大学商学院的全面客户体验（TCE）专业建设，客户咨询和项目服务，并促进行业客户体验的价值输出和最佳实践交流。 Lead to build and develop the Branding and strategic alliance through customer experience enhancement and strategic resource engagement。 Lead to plan and deploy online -offline MKT activities to promote the brand value. Lead to construct the Total Customer Experience business unit in Business School of H3C University, deliver the customer consulting project, and advance the best practice exchanging in industry and out put the TCE value to customer.

Be responsible for Total Customer Experience work in H3C, driving the organization to be recognized by customers for industry-leading customer experience, quality and system availability. Ensure the organization go towards customer orientation through the right process and right quality. Develop seamless customer experience, growing the best people, creating market differentiating quality, driving enhanced supportability & automation, making Problem Prevention and resolution and operational excellence. 负责H3C的全面客户体验工作，致力于使H3C成为客户认可的，业界领先的客户体验与质量型组织。以正确的流程和合适的质量保证组织的客户导向原则。 建设无缝隙的客户体验链条，发展客户体验人才，创建差异化的质量体验，驱动持续改进从而做到预防问题，解决问题和运营优化。 KEY WORK: Design, construct and develop the Customer Experience framework/model for H3C, maintain and develop the H3C TCE methodology. Identify H3C customer experience journey, make the touch point recognition, and evaluate company’s performance through VOC measurement. Lead the company VOC programs, including L1 NPS (Net promoter score) program, L2 RAP(Relationship Assessment Program ) , and L3 CSI (Customer Satisfaction Index) program. Make the VOC program align/link with multiple functional works. Lead business process quality continues improvement through QMS and Lean Six Sigma management, ensure all ISO certificate, including 9001, 20001, 27001, and ITSS, CMMI. Manage the Belt system (Yellow Belt, Green Belt and Black Belt training and certificate) to maintain/achieve the goal and ROI of LSS, manage the corporate LSS projects deployment, build and develop Sigma culture in organization. IP(intellectual property right) office operation. 主要工作： 设计，规划，发展H3C的客户体验管理模型和框架，维系和进化H3C全面客户体验方法论。 识别客户体验旅程，及业务流程接触点，确定以VOC（客户之声）为基准的评估标准用于各组和部门的业绩驱动。 领导公司的VOC评估项目，包括L1： NPS净推荐值管理，L2：大客户关系评估管理，L3：满意度管理，确保VOC与关键业务的链接和同步。 领导公司的持续改进管理。通过VOC项目的执行，推动流程不断以客户之声为准绳持续进化，同时，通过体系的建立和管理，包括ISO和精益六西格玛，实现质量保证和改进。 发展和管理公司的精益六西格玛方法论，认证，培训和人员发展。确保以黄带，绿带和黑带为格局的质量专才培养和发展，组织和和管理公司持续改进项目的识别，立项，评估和验收，发展西格玛文化。 领导和管理公司的认证体系（ISO9001， 20001， 27001， ITSS, CMMI），以及知识产权管理办公室。

Be responsible for total customer experience in Greater China HP Enterprise Group, driving the organization to be recognized by customers for industry-leading customer experience, quality and system availability. Lead greater China team to focus on developing seamless customer experience, growing the best people, creating market differentiating quality, driving enhanced supportability & automation, making Problem Prevention and resolution and operational excellence. KEY WORK: Account's loyalty in Greater China. lead CEL team (Customer Experience Leader) make VOC-CCR-CTQ-ACTION. Develop cross functional improvement and operational excellence to enhance Total Customer Experience, drive effective continual quality improvement to improve account loyalty. QMS and Lean Six Sigma management, Lead Belt team (Green Belt and Black Belt) to maintain/achieve the goal and ROI of LSS, manage the corporate LSS projects deployment, conduct the LSS training, assess the Green Belt, build and develop Sigma culture in organization. Greater China HP ISO9001:2008

Responsible for HP West China Enterprise customer's Technology service delivery

Propose and deliver strategic business process re engineering solution for industry customer