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Hi All,

It is my great honor to work with you in past several years.  One SR guy ever told me everybody is talent in some area and everybody is genius.  I can’t agree more because I really learn a lot from every one in the team.  In Monday’s dinner, some of you ask me about new manager.  I want tell you that “Samson is great person with strong manager skill; result oriented philosophy and engineer focus behavior”.  With his leading, the team can be more successful in the future in GC GTSC.  That is one of the reason that I decide to leave.

We all note that there are many changes in the org, fellowship and cubicles which of course may result in further change in process, working modal, strategy and working environment.  I hope you all can get familiar with these changes as soon as you can and our service quality will not be impacted for these changes.  At this time, some advices from me are:

 What we should keep:

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Stay focus on technical excellence:

We are escalation center and backend support to other technical force.  Our key value is the ability to solve the issues which can not be solved or not easily be solved by others.  Stay focus on technical excellence with your passion and persistence.  Target ourselves as best technical force in Worldwide Office system support.

True Customer Focus:

True Customer Focus means that we always put our feet into customer’s shoes to effectively make them happy.  In the last year, we do a lot such as: proactive phone calls to enhance customer’s experience; remote troubleshooting to save customer’s time; avoid putting customers into complex troubleshooting; Asking for feedback at the end to improve customer’s real satisfaction; Asking for customer’s real needs instead of focusing on problem in case log and Being flexible in service delivery instead of always boundaries.  Let’s keep the good habits and continually explore for more and more best practice with the basis of customer focus attitude.

Team work and be accountable with each other:

Team work spirit is core for a successful org and great working environment.  We see people reluctant leave even there is better attraction outside while some people suffer just because they don’t want work with their colleagues.  It is lucky I worked in such a team in which people care each other, people like each other and people want work with each other to make result better.  Let’s keep the spirit and always be accountable with each other, never let your colleague down.

Think of Win-Win for conflict:

It is human’s nature not to compromise, true to you, also to person on your opposite side.  Staying your point often make things undoable.  Thinking of Win-Win and like to reach agreement actually give both you and the opposite a chance to settle down problem.  I am glad to see that we get many conflicts resolved and didn’t make them further to become hot based on Win-Win thought.  Let’s keep it.

What we should change:

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Reluctant to raise feedback:

One weak area in EBA MS Poll result is the suspicion about the effectiveness of feedback.  In my mgr career, I also feel that our engineers are not like to raise feedback as:

1. Think of feedback will not be adopted.
2. Worry about the risk when raising feedback.

I want to say that maybe the viewpoints are different between mgr and engineers, or some limits.  Some of feedbacks can’t be addressed.  However, most of managers want to address concerns from engineers for more successful team.  In next FY, if you have feedback and valid proposal based on Win-Win thoughts, please don’t hesitate to let your manager know, one of their responsibility is addressing issues which engineer faced.  Just like you try you best to solve customer’s problems.

Negative Complaints:

Complaints are not bad thing but negative complaints are totally unacceptable.  The great virtue for human being is bravely overcoming bad situation and change the nature. I want everybody can think it clear “Negative complaints are symbol of weakness”.  Raise less negative complaints but more constructive, doable complaints.

Easy words lazy actions:

Doing things decently requires lots of effort.  Doing things efficiently requires more actions instead of more words.  I expect that everybody can always want do the things decently and would like to touch more details though the details can be more complex and time-consuming.  It is bad habit to say “it is not what I should do, or why not others to do that, and I think they should do it”.  Easy words but hesitate to take actions is always the block to become great.    

Finally, I want every one in the group, please have the clear vision that we want be the best SPS/Project support force in GC and Asia Pacific region, further in worldwide MS PSS (which is not change no matter how many changes we faced) though you will be in 2 teams.  Great collaboration and strong believe, it is mission possible and you can make it happen.

All the best with SPS/Project support guys!

Rui Dong

Are you Customer Focused?