Customer Experience Management, Quality & Lean Improvement: Measuring NPS, Customer Satisfaction Index and other quality indicators; Analyzing root causes and supervising change management;Performing go or non-go check for facilities; Coaching and supporting the organization in process optimization and customer experience improvement;Customer Services: Answering inquiries via telephones, internet and other channels; Managing customer complaints; Facilitating the collaboration activities between Insurance business units and Entity service units;Information Technology: Planning the IT infrastructure for the whole company; Developing or implementing proper IT products and systems; Performing operational maintenance of the products and systems; Training: Planning learning strategy and roadmap for the company; Performing leadership trainings, business trainings, and new comer orientation sessions; Building proper curriculum system and the specialist resources pool.

Being responsible for Operations Center which inclues Customer Management, Quality and Lean Management, and Information Technology.

Responsibilities Ensureeffective deployment of the Airbus Quality Management System (QMS) in compliance with all approvals and certification requirements whilst minimizing the associated costs. Plan and launch annual external and internal audits/assessments,implement corrective and preventive actions in driving quality system excellence. (Support to) build processes, instructions and guidelines as necessary. Plan and launch activities in improving staff quality awareness. Ensurecontinual improvement of process operations.Deploy Airbus Process Management approach, improve process awareness of Airbus China staff, and improve process effectiveness and efficiency across business functions. Work in cooperation and coordination mode with Quality teams in China for synergy. Achievements Quality mindset of staff clearly improvedduring the years; Significant improvement in process operations – people are much more clear about roles and responsibilities in Airbus Process System, and process compliance has been much improved;  Significant improvement in internal and external audits – more value added; Good achievements on improvement: EADS Green Belt/Black Belt program deployment in China, and PPS (Practical Problem Solving) implement in China; Improvement in the Documentation system Airbus China: Integration into the Airbus system.

Responsibilities Ensure effective deployment of Quality Management System(began with ISO9001, later on adopted TS16949 - commonly used for automotive industry)across the company and the subsidiary. Ensure product quality meets customer requirements with minimized cost. Ensure right skills and business codes are deployed within supervisedpeople; Ensure project management activities are effective and efficient; Being a board member of the subsidiary, supervised quality system deployment, product development and procurement activities; Assess suppliers to ensure they meet SINOC’s requirements.Achievements Improved quality of sourced productsand successfully got into the purchasing system of BMW, Audi, and Volvo; The company in Dalian was the first plant in China to produce full body car wraps. Ranked as rating Asupplier by Audi after 3 audits.

Responsibilities Supplier assessment, supplier development, and project management; Fulfillment of customer and TS16949 requirements.Achievements Together with the suppliers, developed product prototypes which met customer requirements, and started series production; Got the awardEmployee of the Year in 2004 and 2005 (The only person for the award in the company).

Responsibilities Coordinate problem solving activities related to shock absorber quality; Setup strategy to improve product quality and coordinate research projects in cooperation with Universities.Achievements Successfully led a team to resolve customer complaints arising out of product problemsabout noise.