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NewsNovots – An IT Service Provider Working By Intelligence and Conscience - The Interview with Novots President, Mr. Anderson An
Journalist: Mr. An, could you please introduce us the history and background of Novots firstly? Thank you very much.
Mr. An: Novots Technologies Limited is one of the leading high-tech service providers focusing on “IT Infrastructure service”. Born from Lenovo IT Service Group and Lenovo MIS Department, Novots was founded in 2005 invested by Legend Holdings Limited. Based on the small group of 50 staff when founding, Novots had grown rapidly in the last five years. We have built the team of more than 400 staff and an efficient service network covering main cities in China with more than 300 IT professional technicians. Novots has been awarded “Top 50 Service Outsourcing Providers in 2007”, “The Best Business Practice of China Service Outsourcing Industry in 2008”, “Top 50 Outsourcing Service Providers in China in 2009 and 2010”, “2009 Top10 Zhongguancun Most Potential Developing Enterprises”, “2009 The Best Green IT Service Contribution Award”, “China IT Industry Social Responsibility Award”, etc. Novots could be recognized by the society, just because we insist the philosophy: treat our staff as treasure, provide our clients professional technologies and warmest service.
Journalist: As a well-know service provider in IT industry, Novots has been awarded “The Outstanding IT Outsourcing Service Provider” consecutively for 3 years, and established strong service relationships with many Fortune 500 enterprises. The business is growing very rapidly. Could you please explain us the advantages of Novots?
Mr. An: We are well-known in this industry now and already won more than 60 clients, 70% of them are among the Fortune 500. First, Novots built the healthy, efficient and stable operation and technical management team. Team numbers came from different industry fields, Consulting, System Integration, IT Service, project management, and so on. They were working in famous companies, such as PWC, Lenovo, HP, etc. They merged successfully the advanced IT service methodologies, the best practice and processes of IT Service, standard management and rich experience about local IT environment in China, thus built the own IT managed service brand, Novots. Every team number contributes all the efforts to fight for Novots, try the 100% best.
Second, the staff of Novots is very stable. We offer them unlimited career development potential as well as income. Management team numbers often visit our onsite engineers, cheer them up, give them hope and belongingness, so that them can provide our clients high-quality, continuous and stable professional service.
Third, considerate service. Every Novots staff tries the best to serve our clients, no matter how many users clients own. Novots provide the same best service in the service management system to our clients, from a small company to Fortune 500, just only because they need the service of Novots. We dispatch onsite engineers who work with IT department of clients; they answer the service requests, solve system failures, satisfy our clients. Many clients contact us actively even before we know them, because we insist the standard service to every client.
Forth, an enterprise needs the social responsibility. Novots emphasize “competition and cooperation” between vendors. We should open our minds, cooperate each other, build the healthy industry environment. We provide professional IT service; develop mutually with the business of enterprises around the world.
Journalist: In China, BPO has been treated as the same strategic position as ITO, although ITO currently is still the most important part of Chinese service outsourcing industry. It seems that BPO will become the core of service outsourcing even whole IT industry. How do you think about it? As the main business of Novots, do you have any plan for the development of BPO business in future?
Mr. An: Yes, I agree. Either ITO or BPO, both are the service outsourcing based on the information technologies. ITO more focus on technologies, and BPO more focus on business processes which solving the efficiency of business operation. BPO normally is relevant to important business principles so means more negotiations, thus more significant. For example, BPO is the forest, and ITO is the earth. IT industry needs BPO, at same time every business of BPO cannot be operated without IT, which offers many ITO opportunities. I think BPO will be not only the highlight of a service outsourcing company, but also the important support to the optimization and upgrading of the industry structure.
In the future development, we will run the BPO service as the main business. Now Novots is operating a MSP management platform, 48 seats, for end user consulting. We plan to double its size in this year. I think the IT costs are not sufficient yet now, and Novots is planning to cooperate with famous IT enterprises, combine hardware equipments and technical staff, provide clients high quality service with reasonable prices. Our target is “Servicelizational Products and Projectized Service”.
Journalist: There is a saying now that “humanity oriented”. Not any company can be successful without its good staff. Could you please introduce some information about the situation about technical staffs of Novots and share some experience about building and managing staff team?
Mr. An: The excellent staff is the first of fist in Novots. Through years of IT management experience and practice, Novots built the three levels support structures. The first level is service center, which including many professional IT support engineers. They receive centrally service requests from end users and solve most of them. The second level is technical support center, which including some senior professional engineers who are very experienced in different fields. They receive and solve most of the complex problems transferred from service center. The third level is expert team, which including some experts in different IT fields and external resources from original equipment providers. Those experts are the earliest people focusing on IT support service and with more than 10 years experience. They are responsible for solving the most difficult problems with the help from some external recourse. Also we plan to train at least 4 management staff for passing the expert certification of ITSS China. For new graduates, Novots made the plan of “Orange replacing Apple”, which means we provide the on-job training platform then replace skilled engineers by new freshmen passed the training. Novots built a training school with other partner in order to train qualified service engineers. We dispatch outstanding staff as the trainer. The trainees will take 1 month lecture lessons and 1 month on job training to be prepared for the real onsite support. Also we organized external training every month to help our staff to improve their abilities. Taking about management, Novots established a set of strict quality management system and performance evaluation system. Novots now own consultants, software system experts and hardware equipment technicians. We provide our clients powerful technical support and strong service management ability.
Journalist: We heard that the client lost rate is “0” since the first day. In the fierce competition of IT outsourcing industry, clients are the most important treasures of every service provider. How can Novots ensure the 100% of satisfaction rate?
Mr. An: I describe the staff of Novots as a group of people “without ambition toward high-quality living”. We only charge the clients the very reasonable costs but we provide them professional technologies and high-quality service. The management team emphasizes to treat clients’ issue seriously as our own no matter how tiny it is. When clients inform us the problem, relevant management and technical staff will be onsite at fast as possible for soling the case, which significantly improved our service efficiency and quality. Logically, clients choose to stick with us. The management team and technical team often join some activities with the management team of clients, and negotiate lots of issues during the entertainment. We would rather say Novots is making friends by heart with clients than doing the business.
Journalist: Please introduce the development plan of Novots in the future as the end.
Mr. An: We plan the income target of 2011 should be the double of 2010. We had prepared and reserved for this target a lot. I define it the reserve of intelligence and conscience. Intelligence, means Novots and our partners reached high enough technical level. Conscience, means Novots care, believe, understand deeply with our staff, clients, and partners each other. We plan to own near 1000 staff this year. We launched “Golden seeds” plan in universities for recruiting more graduates and we will provide more development opportunities to them. Novots will launch “Novots Cloud Service Plan” since March 2011 in Beijing and then Shanghai, Hangzhou, Guangzhou, Shenzhen, Dalian, Xiamen and Qingdao. We would like to present our experience, technologies and charm to our clients through these marketing activities, expand the cooperation with different industries and enterprise, finally achieve our target ““Servicelizational Products and Projectized Service” by the continuous, healthy and stable cooperation. Facing the more and more fierce competition and changing market, Novots has already prepared sufficiently. In 2011, we will make excellent achievement and lay a solid foundation for the future development of Novots. (Edit：zl) |
