Industrial Training Report (Lenovo)

Industrial Training Report (Lenovo Inc.) 2013

Table of ContentsIntroduction...............................................................................................................1

Company Background............................................................................................1

Industrial Training Experience..................................................................................2

Work Based Working Experience.............................................................................4

Knowledge and Skills and Applied and Gains..........................................................7

Knowledge and Skills and Applied........................................................................7

Knowledge and Skills and Gains...........................................................................8

Conclusion...............................................................................................................11

Appendices..............................................................................................................13

Daily Logs, Weekly Reports and Monthly Reports.............................................13

Screen Shot of Project.............................................................................................33

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Introduction

Company Background

Lenovo Group Limited, also known as “联想集团” is a Chinese multinational technological

firm with having headquarters in Beijing, China, and Morrisville, North Carolina, United States.

It was founded in Beijing in 1984 and became incorporated in Hong Kong in 1988 under the

previous name Legend. Lenovo is listed on the Hong Kong Stock Exchange and is a constituent

of the Hang Seng China-Affiliated Corporations Index. By 2012, it has become the world’s

second-largest personal computer vendor by unit sales and is now having operations in more than

60 countries and sells its products in around 160 countries.

Lenovo was formerly named as Legend Holdings and was founded by computer scientist

turned businessman, Liu Chuanzhi together with a group of ten other engineers in Beijing. They

were the top computer technology research organization in China by developing the first

electron-tube computer and the first transistor computer. Starting their first attempt as an agent to

import televisions, the attempt was failed and they soon rebuilt themselves within a year by

performing quality checks on computers for new buyers around China. In 1987, Lenovo began

investing money in developing circuit boards that would allow IBM PCs to process Chinese

characters, which later earned them the highest National Science-Technology Progress Award.

Three years later with the very first Legend PC launched in the market, Lenovo has changed its

role from an agent for imported computer products into a producer and seller of its own branded

computer products. In 2005, Lenovo’s acquisition of IBM’s Personal Computing (PC) Division

marks its first step in becoming an international IT competitor and the third-largest personal

computer company in the world.

As a result of the merger of two most storied companies in technology and business, Lenovo

acquired the ThinkPad brand; IBM’s more advanced manufacturing technology along with its

international resources, such as its global sales channels and operation teams, which greatly

helped Lenovo’s sales revenue in its operating years. Soon, Lenovo became more competitive in

the personal computing business to pursue more innovative new PC designs such as the IdeaPad

Yoga products, ThinkPad Helix, and ThinkPad Twist, which achieves significant success in the

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market share of Windows computers for more than 40%. Other products include the ThinkServer

series for server computers, ThinkStation products which are workstations designed for high-end

computing and so on. As a global IT competitor, Lenovo has also invested in mobile phones and

tablet computer’s market.

Lenovo aspires to create more personal devices more people are inspired to own, a culture

more people aspire to join and an enduring, trusted business that is well respected around the

world. Such vision becomes the driving force for its employees to transform Lenovo into one of

world’s great personal technology companies. Like any other companies, Lenovo has its own

culture and values that ensures how the employees address their day-to-day commitments.

Known as the 4P’s:

PLAN

PERFORM

PRIORITIZE

PRACTICE

That culture is what drives Lenovo to have achieved success its past history and will also be

its most important asset to achieve greater goals in the future. Such is stated in its motto: We do

what we say and we own what we do.

Industrial Training Experience

Knowing that I will be having my internship in a multinational company like Lenovo, I

was excited of having the opportunity to learn new skills and knowledge that were not taught in

the textbook. At the same time, I was also afraid that I could not cope with the tasks given and

could not mix well with my colleagues, because it would be my first time working in an office-

like environment, believing it would be stressful and strict. However, things went unexpected

when I found out that all the colleagues were friendly and the working environment was very

conducive.

On behalf of writing this report, I would like to express my gratitude to my company

supervisor, Ms Sathyabanu for teaching me the necessary skills that are need to complete my

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daily tasks, whether technical or soft skills. Through her guidance and help, not only was I able

to finish my given tasks on time, but was also able to understand the importance of every

assignment I’ve been handed to the benefits of the company. I would also like to thank Ms

Catherine Saw, our e-support team leader who introduces me to the other team members on the

first day of work. Her enthusiasm of showing me the culture of the company along with its

norms and values has given me a better understanding of the company’s organizational structure.

Nonetheless, I would also like to thank all other members in the e-support team for their utmost

support and help so that I can accomplish my tasks efficiently.

Lenovo Malaysia’s e-support team consists of 22 members, including 4 new interns for

this semester which are divided into several sub-teams. Each sub-team is given different tasks

which all are functioned to improve the user friendliness of Lenovo support site

(support.lenovo.com), a website that provides guides and technical solutions for our customers to

improve their user experience with their Lenovo gadgets. As an intern, I’ve been given the

occasion to get in touch with each sub-team assignments so that I can be fully involved with the

workflow of the e-support team.

Like any other companies, our projects also come up with a deadline. So it is necessary

for me to learn and relearn the basic skills needed to complete my given assignments.

Fortunately, Ms Alamelu, one of the interns that joined the company earlier, offered me a

helping hand on this issue. Throughout her guidance, I’ve learnt some technical skills such as

time management, HTML, cryptographic hash functions, Opinion Lab and many more that were

untaught in my course’s syllabus. Most importantly, I’ve learnt through her to be more

organizational and disciplined to keep records of my daily tasks, as it is essential for validation

of my previous work so that no error would occur. This is crucial for the whole e-support team as

no error means there would be no wrong information given to our customers, thus would

increasing our customers’ satisfaction level that would lead to the increase our company’s profit

and maintain our company’s reputation.

In a nutshell, I am very pleased that I have been hired by Lenovo Group Limited as an

intern. Through all the intensive training at the e-support team, I’ve learnt that teamwork spirit is

the key to improve the integrity of each team members so that they can work with each other in

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completing their work, this improving the team’s efficiency and productivity. As one said,

“Rome was not build in one day”, so having my internship at Lenovo Group Limited has taught

me that cooperation and toleration serves as an important essence of life in order achieve

something greater in life. Once again, I would like to express my deepest gratitude to every

members of the e-support team as everything they have taught me will help me to overcome the

ups and downs in life to achieve greater success in the future.

Assign Date Task Status Volume Date Completed Target completion3-Sep-13 Training and system setup Completed 4-Sep-135-Sep-13 Removal and Instlalation documents for ThinKCentre M73z (Only Locating parts)

WIP30-Sep-13

5-Sep-13 Removal and Installation documents for ThinkCentre E73z (FULL) Assigned 30-Sep-135-Sep-13 MTM Completed 147 5-Sep-136-Sep-13 MTM Completed 147 6-Sep-13

Figure 1: Sample of Daily Activity Log

Work Based Working Experience

Working in Lenovo’s e-support team, most of our job scope is involved with content

management system. Whenever there is new or updated information related to Lenovo’s product

is released, it is our duty to update that information in the support site and validate those newly

released information. During my industrial training period at Lenovo, learning content

management system has become a necessity as most of our team’s projects and my assignments

involve content management system.

In short, content management system (CMS) is a system that helps users, authors to

create, edit, mix, store, work with or embed content predominantly online. Such system allows

customers to view documents, guides and solutions about their products online. Lenovo uses

InterWoven TeamSite Content Server, where it features a customizable user experience –

ContentCenter. One of the skills we require to learn is using ContentCenter Professional, an

advanced interface that our team uses to track and manage the content publishing lifecycle. This

skill is used for my first task – Removal and Installation of Hardware Maintenance Manual for

ThinkCentre series. Other than using the interface, additional skill needed is HTML.

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The steps for accomplishing the first task are as follows:

1. Create a new content file in the e-support team archive using the ContentCenter

Professional.

2. Extract information about removal and installation instructions from the Hardware

Maintenance Manual.

3. Edit the extracted information into the content file using HTML language.

4. Save the content file after editing.

5. Tag the content file according to model of the product.

Because some models may have different form factors of its own, such as ThinkCentre M78 has

three form factors: Tower, Tiny and Mini, each form factors may have different sets of

instructions, which needs the author to be tedious and careful not to edit and tag the documents

wrongly, which becomes the challenging part of this task. After finished tagging the documents,

our team leader would publish the documents in the support site for us to validate the webpage.

If there’s any error found such as grammar mistakes, broken links or others, we would have to

access the document file to correct it.

On 30th September 2013, Lenovo has launched a new beta support site for Lenovo tablets

and smartphones, which uses a new content management system called SiteCore. This project

involves the migration of some data from the old server, which accounts to 5000 folders or more,

so we need to validate the new support site at different content directory page to check for any

inconsistency between the pages. If such happens, we would have to inform other e-support

teams from other countries such as China, Japan and Korea so they could be updated and fix the

problem.

For this task, we would need to validate 6 content directory pages for different regions:

United States, Russia and Indonesia, which means we have to check the content for each page for

3 times. Therefore, it is needed for us to keep a record of each validation using Excel for

convenience. Moreover, we need to complete the task before the official launch of the new

support site which is on 15th October. Therefore, each of us in the e-support team will need to

rush for the validation to complete.

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My third task would be the Publications of Documents for Lenovo Products. Similar to

the first task, this task would also need the utilization of ContentCenter Professional but the

difference is it does not involve the extraction of information from Hardware Maintenance

Manual. Instead, it is required to create Content Delivery Network (CDN) files for each

document that needs to be published. CDN is a server setup which allows for faster, more

efficient delivery of media files. It is used to ensure quick client access and fastest delivery

possible. When there are some old media files such as installation files that are need to be

replaced with updated ones, new CDN files need to be created for the new media files in the

specified directory of our data archive. The steps for this task are as follows:

1. Create a new CDN file for a new media file in the e-support team archive.

2. Tag the CDN file in the correct category according to the corresponding product.

3. Create hash values in MD5 and SHA256 format for each CDN file created.

4. Replace the links for the old CDN files in the content file with those for the newly

created.

5. Retag the content file in the correct category similar to new CDN file.

For the CDN files, hash values need to be created as a means of data encryption. They are used

with digital signature applications, which require that large files need to be compressed by a

secure method before being encrypted. With the use of hash values, customers are able to

download those media files from the support site securely. Therefore, it is a compulsory for us to

check every download link whether they are working or not. If the link is broken, new hash

values need to be created again.

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Knowledge and Skills and Applied and Gains

Knowledge and Skills and Applied

Throughout my 4 months of industrial training in Lenovo, I’ve been able to learn new

skills and knowledge that were not inside my course’s syllabus, which gives me a better

perspective on the demand level of the career prospects in the IT industry. Even though most of

the skills I’ve learned during my years cannot be fully applied in my internship, they have given

me a strong foundation to learn and master the new skills I have learnt during my internship

effectively, thus leading to the completion of every tasks I have been given successfully.

Learning C language, Java and other programming languages has greatly improved my

logical thinking, which is very essential in solving any IT-related tasks. By using this advantage,

I can be able to carefully analyse every tasks given to discover the cause of the problem stated,

other aspects of the problem such as the conditions, advantages and disadvantages of all the

solutions suggested so that I can use the best solution to solve the problem systematically. This

will further develop my ability in problem solving so that I can be more independent in solving

any tasks given.

Another beneficial skill that I learnt in my course is problem solving. With this skill, I am

able to cope with the every task assigned and complete them before the deadline of each task.

When we are working, it is unprofessional to keep asking for help from others as this is our

responsibility to solve the problem given. Having been assigned an important task from our

employers shows that they have high hopes for us for they believe that we are the only one who

can complete it. Therefore, this skill has taught me how to create the most effective solution to

solve the problem independently so I will not disappoint my employer in completing the job. As

a result, I can gain their trust so that my credibility will be increase in my career, thus securing

my position as a productive and trustable employee in the company.

When I was learning Introductory Statistics in my sophomore year, I didn’t notice that

using Microsoft Excel for work would be a necessity until I realized it during my internship in

Lenovo. This is because in the field of content management, it is fundamental for a technical

writer or author to systematically organize every data manipulations that occur in the system,

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especially when those data are shared and used by other support teams around the globe. Hence,

I am glad that with my experience in performing data manipulations while attending Introductory

Statistics, I can help the e-support team in performing data classifications in completing the tasks

given, so that the records can be used for other e-support teams in other countries for reference.

Teamwork spirit has become a necessity for accomplishments of many things in life ever

since my first year in university. This is because almost all assignments given are group-based,

whereby each individual in the group needs to be in charge of each criterion in order to complete

the work. Hence, it is important for us to maintain an effective interpersonal communication with

other team members to have a good progress in our assignment. Same thing goes to working as

an intern in Lenovo e-support team. Every time I have created a content file in the TeamSite

Content Server, I would need to communicate with my supervisor so that she can publish the file

in the webpage of our support site so that I can validate my work.

Knowledge and Skills and Gains

Unlike working on assignments or homework using my own laptop during my years in

school, having internship in Lenovo requires me to adapt myself in a new working environment,

and familiarize with the tools that they have been using for work. Considering my situation, Ms

Sathyabanu and other team members have given me a detailed explanations and guidance on the

list of skills that I need to learn and master in order to complete my projects. These skills include

content management skills, HTML, cryptographic hash functions, Opinion Lab, Adobe

Dreamweaver, time management and interpersonal communication.

Content management refers to the set of processes and technologies which supports the

managing and publishing of information in any medium. To be precise, this information is

referred to digital content that can be in text form, multimedia files and others. In Lenovo’s e-

support team, our content management is mostly in web-based publishing and format

management, whereby we need to publish any forms of information such as maintenance

manuals, hints and tips and so on that can be helpful to our customers in the support site for their

convenience. Thus, it is important for us to learn any content management system and other

software aids to help us to convert the useful information into a high quality output. As

mentioned, Lenovo uses InterWoven TeamSite Content Server and SiteCore Server, the first is

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used for information regarding to desktop computers, laptop and All-in-One PCs while the latter

is for smartphones and tablet computers. These two management systems are the ones I uses the

most throughout my tasks assigned.

Hyper Text Markup Language, simply known as HTML is a markup language that is

widely used for creating the structure and layout of a web page by using tags and attributes.

These tags come in pairs and are used to describe any information (known as HTML element)

that the author wishes to publish on the web page. Since the day World Wide Web is introduced,

there have been many variations of HTML such as HTML+, XHTML, HTML5 and many more.

Hence, working with content management system needs the knowledge of markup language

because our job scope also including creating webpages. An effective webpage needs the web

author to have a good mastery of markup language. If the design layout of the webpage is well-

structured and the content is well-placed, it will have a good response among the visitors and

therefore increase the company’s image.

Dreamweaver is a web design and development application that allows web authors to

create and manage complex websites. It supports syntax highlighting for a variety of

programming languages such as HTML, XHTML, JavaScript and others. This software tool is

used during my third task which is the publications of documents for Lenovo products. Due to

having headache on managing tons of documents waiting to be published, using Dreamweaver

allows me to manage and validate the webpage outlook before my supervisor publishes my

content files. Using Dreamweaver in my task would be an advantage as it would help me to

reduce errors on my task.

One of the most beneficial knowledge I have learnt is the importance of cryptography for

content management. In Lenovo, we uses hash functions as a cryptographic tool for our

documents. They take a block of data as input, and product a hash as output. The hash is used as

a signature for the original data, without revealing its contents. Through my third task, I only use

MD5 and SHA256 to encrypt the documents that need to be published. MD5 is a block-chained

hashing algorithm. Data is divided into blocks, whereby the first block is hashed into an initial

seed, resulting in a hash. The hash is added with the seed to become the seed for the next

subsequent blocks. SHA is used to compute a condensed representation of a data file. When a

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message of any length < 264 bits is input, the SHA algorithm produces a 160-bit output called a

message digest which is used to verify the authentication of the data file. Using hash functions

can be much faster and more efficient than other encryption methods but can also be more

difficult in implementation, so it is important to choose the correct hash functions for specific

data encryption.

OpinionLab is a global leader in omnichannel Voice of Customer (VoC) feedback

solutions. With patented real-time listening technology, it invites consumers to share their

opinions and suggestions, helping organizations to collect, understand and leverage both

structured and unstructured data. Fortunately, Lenovo appears to be one of its client lists to use

this platform to collect customers’ feedback about Lenovo’s support site, and I had the

opportunity to use this platform to collect those data for analysis which dated from August until

October 2013. The data collected is the form of spreadsheet known as Customer Comment Card,

a detailed description of each visitor to the support site along with their credentials and opinions

such as comments, their IP address, ratings and others. These data plays a vital role in the e-

support team’s everyday work as their comments and ratings give a real impact on the

improvements. Hence, my supervisor has advised me to use these data as analysis so that I also

can use them on my presentation on web user experience among the team members.

For the nontechnical skills, what I have learnt is time management skill and

intercommunication skill. By following the schedule set up by Ms Sathya, I have found out that

is more efficient to accomplish things in a more organized way compared to unplanned method.

By setting up the due date for each task I’ve been assigned, I can handle two or more

assignments in a much lesser time than before, especially when the job is given to me

unexpectedly. Still, I managed to complete each assignment before the deadline and indirectly

improved my time management skill. However, I must be clear that it always comes to teamwork

that leads to success when we are working as a team in a company. Therefore, a good

interpersonal communication always comes in handy to build a better rapport among us so that

when we perform well in our tasks, it would benefit the company in many aspects as well.

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Conclusion

My industrial training which started from 3rd September until 31st December 2013 has

given me a chance to learn and master lots of valuable knowledge and experience, which gave

me a strong foundation in building a bright and successful career in the future, Despite of all the

hardships and difficulties I have faced during four months of industrial training, they have

proven to be the most useful challenges that I have endured so that I can be a much better

employee in the IT industry.

Being an undergraduate in computer engineering, I have found that it is quite a challenge

to have industrial training in a company that has no relation with the field that I am pursuing.

Still, I decided to pursue such hard journey to work as a technical writer intern in Lenovo. This is

because I want to have a taste of how does it feel working in a multinational company in real life,

and at the same time to learn new skills that are not within my course’s syllabus but can also be

useful for my future career. Although it was difficult, it also has proven a good training ground

for me as I am able to learn new skills that are quite high in demand in the industry such as

content management systems, HTML, cryptographic hash functions, Dreamweaver and so on.

Had I chosen to work in other company, I would not have the opportunity to learn all these new

knowledge.

This training could not have been completed smoothly without so many talented and

caring employees in Lenovo Group Limited and other team members who have been supportive

and helpful in giving advice valuable advice, specific information to prepare this report and

guidance whenever I need them. Their amiable nature and extensive knowledge on various areas

have helped to create an effective and conducive working environment. I really look forward to

work again in this challenging yet harmonious environment if given a chance.

As a mean of gratitude, it is my utmost pleasure to say thanks to my company supervisor,

Ms. Sathya for using her valuable time, experience and patience in guiding me the steps of

undergoing the training as a technical writer intern in Lenovo. Other than her vast knowledge on

content management, her sincerity and willingness in sharing her working experience has taught

me the importance of having soft skills such as time management and interpersonal

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communication which could be an important element in working as a team in real life working

environment. Last but not least, I would also like to thank other team members such as Ms

Catherine Saw, Mr Marcus Ong, Mr. William Kong, Mr Wong Wai Jun, Ms Cleo Lee and others

who have also gave me support and guidance in the field of content management. Their presence

has given me the importance of teambuilding in work that only an effective team can help to

increase the productivity of each team member which results in the improvement of company’s

reputation, sales and image among the customers. I would never miss the time I have badminton

matches with them on every Monday evening.

In a nutshell, it was a great opportunity for me to have had my industrial training in

Lenovo. The invaluable experience and knowledge that I have gained from my four months in

Lenovo has proven that I have never regretted to have my industrial training in such a great

company.

Again, thanks a million to you all!

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Appendices

Daily Logs, Weekly Reports and Monthly Reports

Date Activity Accomplishment/Learning

Tuesday, September 03, 2013

Training and system setup Computer setup and learned about navigation in livesite

Wednesday, September 04, 2013

Reporting the Hints category got Desktop products

Thursday, September 05, 2013

Training on removals and installation How to create removal documents. How to Navigate in the site.

Friday, September 06, 2013

MTM Recognizing the importance of each product details for Busines

Removals and installation documents for ThinkCentre E73z (full)

Saturday, September 07, 2013Sunday, September 08, 2013Monday, September 09, 2013

Removals and installation documents for ThinkCentre E73z (full)Reporting the Hints category got Desktop products


Removals and installation documents for ThinkCentre E73z (full)


Linking and indexing documents for ThinkCentre E73z (FULL)

How to ensure customers that they can find the page they require to refer


Tips categorization for products To fix the category for products for

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consumers’ convenience. Part of Knowledge management.


Reporting the Hints category got Desktop productsRemoval and Installation documents for ThinkCentre M73 (FULL)


Linking and indexing documents for ThinkCentre M73z (FULL)


Removal and Installation documents for ThinkCentre M73 (FULL)Linking and indexing documents for ThinkCentre M73z (FULL)


Public holiday


Tips categorization for productsRemoval and Installation documents for ThinkCentre M73 (FULL)


Removal and Installation documents for ThinkCentre M73 (FULL)


Removal and Installation documents for ThinkCentre M73 (FULL)Linking and indexing documents for ThinkCentre M73z (FULL)


Removal and Installation documents for ThinkCentre E73 (FULL)


Validation on new eSupport platform To examine any errors occurred in the new website


Validation on new eSupport platformRemoval and Installation documents for ThinkCentre E73 (FULL)


Removal and Installation documents for ThinkCentre E73 (FULL)

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Removal and Installation documents for ThinkCentre E73 (FULL)Linking and indexing documents for ThinkCentre E73 (FULL)


Validation on new eSupport platform


Verification for published documents for ThinkCentre E73 (FULL)

To check for errors for the published documents

Website testing on specific sections assigned for the new websiteDetailed Specifications and Overview for ThinkServer TS140, TS440


Detailed Specifications and Overview for ThinkServer TS140, TS440Website testing on specific sections assigned for the new website

To check for errors for the new website

Tuesday, October 01, 2013

Installation and user guide for ThinkCentre E73 (FULL)

To provide user guide manuals for consumers of to download from support site according to different languages

Wednesday, October 02, 2013

Installation and user guide for ThinkCentre E73 (FULL)Safety and Warranty Guide for ThinkCentre E73 (FULL)Collect data statistics from Lenovo Assister Search To survey the

feedback from our customers

Thursday, October 03, 2013

Safety and Warranty Guide for ThinkCentre E73 (FULL)Safety and Warranty Guide for ThinkServer RD540, RD640 (FULL)Operating System Installation Guide for ThinkServer RD540, RD640 (FULL)

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User Guide and Hardware Publications Manual for ThinkServer RD540 (FULL)

Friday, October 04, 2013

User Guide and Hardware Publications Manual for ThinkServer RD640 (FULL)Publications for User Guide for ThinkPad OneLink Dock

To update the previous Publications manual with the latest versions

Publications for User Guide for ThinkPad 16GB mSATA Solid State Cache DrivePublications for User Guide for Lenovo USB 3.0 to DVI/VGA Monitor Adapter

Saturday, October 05, 2013Sunday, October 06, 2013Monday, October 07, 2013

Listing on materials for publicationsPublications for Lenovo Slim USB Portable DVD Burner User GuidePublications for ThinkPad USB Keyboard with TrackPoint User GuidePublications for Lenovo Enhanced Performance USB Keyboard User GuidePublications for ThinkPad USB Numeric Keypad User Guide


Publications for Lenovo USB Smartcard Keyboard User GuidePublications for ThinkPad 320GB Opal-capable Hard DrivePublications for Important Information about Lenovo MicePublications for Precision USB MousePublications for Lenovo Combined Mouse User Guide


Publications for ThinkPad 7mm Solid-State DrivePublications on old Hints and Tips documents To lock the

old documents and publish them in the support site

Installation and user guide for ThinkCentre M73 (FULL)

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Hardware Publications Manual for ThinkCentre M78 (FULL)Safety and Warranty Guide for ThinkCentre M78 (FULL)


Safety and Warranty Guide for ThinkCentre M78 (FULL)Update for Regulary Notice for products To update the

tags for the parts category and remove the old tags


Review Lenovo customer comment cards To understand customers’ issues and identify which area can be improved to solve them. Provide a summary on items which can be directly delivered to customer on the support site

Publications for ThinkPad USB 3.0 Secure Hard Drive


Publications for ThinkPad Compact USB Keyboard with TrackPointPublications for Lenovo Slim USB Portable DVD BurnerPublications for DisplayPort to Single-Link DVI-D Monitor CablePublications for Lenovo USB 3.0 to DVI/VGA Monitor AdapterPublications for Lenovo Mini-DisplayPort to HDMI AdapterPublications for Lenovo Universal All In One StandPublications for Lenovo 65W DC Travel Adapter

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Publications for ThinkCentre Tiny L-Bracket Mounting Kit (Universal Belt)


Public Holiday


Review Lenovo customer comment cards (October 2013)Categorization for Hints and Tips for ThinkCentre M92z, Edge72, M90z, M92, Edge72z, M58

To remove the existing hints and tips from the old categories and replace them in the current suitable categories


Categorization for Hints and Tips for ThinkCentre M92z, Edge72, M90z, M92, Edge72z, M58


Correction for tagging of Drivers & Software details for ThinkServer RD630 (FULL)

To rectify the mistakes in Operating System category in tagging section of the documents


Correction for tagging of Drivers & Software details for ThinkServer RD530 (FULL)Correction for tagging of Drivers & Software details for ThinkServer RD430 (FULL)


Correction for tagging of Drivers & Software details for ThinkServer RD430 (FULL)

Correction for tagging of Drivers & Software details for ThinkServer TS440 (FULL)

Correction for tagging of Drivers & Software details for ThinkServer TD330 (FULL)

Safety and Warranty Guide for ThinkCentre E93 (FULL)


Correction for tagging of Drivers & Software details for ThinkServer TD330 (FULL)

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Correction for tagging of Drivers & Software details for ThinkServer RS110 (FULL)Correction for tagging of Drivers & Software details for ThinkServer RS210 (FULL)Correction for tagging of Drivers & Software details for ThinkServer TD100 (FULL)


Correction for tagging of Drivers & Software details for ThinkServer TD100x (FULL)Correction for tagging of Drivers & Software details for ThinkServer TD200 (FULL)Correction for tagging of Drivers & Software details for ThinkServer TD200x (FULL)Correction for tagging of Drivers & Software details for ThinkServer TD230 (FULL)


Update for Hints and Tips on EasyStartupv3.8.1 for RD540/RD640

To update the information for EastStartup tips using Dreamweaver

Publications for ThinkCentre Tiny L-Bracket Mounting Kit(Universal Belt)Publications for ThinkCentre TinyVL-Bracket Mounting KitMeeting about Web Users Experience #2 Presentation

To share general information related to work among team members on improving working performance


Publications for Rack Installation Instructions – ThinkServer RD540, RD640

To create new cdn and UM files for new documents

Publications for MegaRAID SAS Software User Guide – ThinkServer TS430, TS440, TD330, RD240, RD330, RD430, RD530, RD630, RD540,

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RD640Publications for ThinkServer Management Module – ThinkServer RD330, RD430, RD530, RD630, RD540, RD640Publications for PCI Express to 6Gb/s Serial Attached SCSI (SAS) Host Bus Adapter User Guide – ThinkServer RD540, RD640Publications for Lpe16000 Series HBA Installation Manual – ThinkServer RD540, RD640Publications for HBA Installation Manual – ThinkServer RD540, RD640Publications for Adapter Quick Start Guide – ThinkServer RD540, RD640Publications for Adapter Installation Manual – ThinkServer RD540, RD640Publications for Lenovo ThinkServer EasyManage version 4.2.0File compilation on drivers for Lenovo PC and laptops

To check if the drivers listed for selected products are available in Win 8.1.4


File compilation on drivers for Lenovo PC and laptopsDriver maintenance for U3 Adapter, U3 Dock. To update the

information for U3 Adapter using Dreamweaver


Driver maintenance for U3 Adapter, U3 Dock.Update for Lenovo 90W Ultraslim AC/DC Combo Adapter – Overview

To update webpage info for the product using Dreamweaver

Update on tagging for documents related to ThinkServer RD540, RD640


Update for Lenovo ThinkServer EasyManage version 4.2.1

To update the existing Lenovo ThinkServer EasyManage version 4.2.0

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page to version 4.2.1

Update tagging for ThinkServer RD540 and RD640 support filesFile compilation on drivers for Lenovo PC and laptops

Friday, November 01, 2013

File compilation on drivers for Lenovo PC and laptopsPublications on Hardware Maintenance Manuals for ThinkServer TS130 (FULL)Publications on User Guides for ThinkServer TS130 (FULL)

Monday, November 25, 2013Monday, November 25, 2013Tuesday, November 26, 2013Wednesday, November 27, 2013Thursday, November 28, 2013Friday, November 29, 2013Monday, December 02, 2013Tuesday, December 03, 2013Wednesday, December 04, 2013Thursday, December 05, 2013Friday, December 06, 2013

Figure 2: Daily Activity Log in Lenovo

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Week 1 Report (3rd September 2013 – 6th September 2013)

Through the first week of my industrial training period, I was able to get know about the

whole team members of the Lenovo e-support team whom I will be working with along my

internship. Moreover, I get to learn about the organizational structure and the working protocols

of Lenovo Group Limited.

Though I am not an avid user of Lenovo products, I get to learn about the each

specifications of Lenovo through the task I am assigned to because I am required to read the

Hardware Maintenance Manual of Lenovo products, which increases my knowledge about the

internal structure of a computer device and others. Moreover, I get to learn about the complexity

of how a company manage the maintenance of its website using an effective content

management system. Most importantly, I have the chance to know the advantage of knowing

how to use markup language such as HTML in utilizing content management system.

Week 2 Report (9th September 2013 – 13th September 2013)

This week, I have learnt how to create content files using InterWoven TeamSite Content

Server, a content management system that the e-support team is using for handle Lenovo’s web

documents. For this task, knowledge about HTML is needed. After creating the content files, I

also have to create links and index for specific files so that customers can refer to those pages for

extra information and guides for specific product.

Another skill I have learnt is how to categorize company’s documents, web pages or any

information according to the right category. This is part of my training on knowledge

management as a good web author must always know how to fix the category for their web

contents for consumers’ convenience.

Week 3 Report (16th September 2013 – 20th September 2013)

This week, I have the opportunity to perform validation testing on Lenovo newly

launched support site that is specifically for Lenovo’s smartphones and tablets. This is a beta

testing as we as the e-support team need to check for any system error that occurs in the new

support site.

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Week 4 Report (30th September – 4th October 2013)

Besides that creating content files, I have managed to learn on creating CDN files for

Lenovo documents that are downloadable for customers as pdf format and others. This has

widened my perspective on the usage of content management system rather than creating

webpages for customers. Some CDN files are newly created for new downloadable contents;

others are updated versions for the outdated downloadable contents.

Other than that, I was assigned to collect data statistics on Lenovo customers’ experience

in using the support site from Lenovo Assisted Search. This is a beneficial experience for me as I

can learn how to perform data analysis in customers experience and how will it affect the

company’s prospects. Plus, it can increase our team’s performance level to improve the support

site’s usability to the customers.

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First Monthly Report (4 th October 2013)

Through the first month of my internship period, I have familiarized with the working

environment at Lenovo Group Limited. This is a wonderful experience as it is my first time to be

in a real life working environment. Under the guidance of the e-support team members, I have

been given the chance to explore in new skills and knowledge such as content management,

knowledge management, HTML and many more that can help me in completing my tasks during

my internship period. Although those skills are not taught during my years in university, the

foundation built from learning other programming languages helped me in learning to master

new skills and knowledge in such a short time.

The tasks that have been given to me by my supervisor, Ms Sathyabanu not only taught

me the advantage of using content management system to handle website information, but also

taught me in how to perform multitasking in a more efficient way. As web author’s schedule is

very hectic, it is very important for me take note of every accomplished task I have done by

creating a daily activity log.

Thanks to Ms Alamelu, one of the interns who have lent me a helping hand in my task, I

can now fully utilize the TeamSite Server to create content files and other necessary documents

that are needed for publications in Lenovo support site.

As a conclusion, I would like to thank Ms Sathyabanu, my company supervisor and other

team members for guiding me throughout my training so far. Their help is much appreciated.

Regards,

Ng Kwong Cheong

_________________ _________________ Supervisor’s Signature Date

Supervisor’s Name:

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Week 5 Report (7th October 2013 – 11th October 2013)

This week, I was assigned on publishing new download contents for Lenovo products in

the support site. At the same time, I was also responsible for replacing the dated download

contents with the updated ones.

This task requires me to create new CDN files for the new download contents in the

TeamSite Server data archive. In addition, it was needed to create specific cryptographic hash

functions for each new download contents. After creating the CDN files and the hash functions, I

would either attach the directory of the download contents in the associated content files or

replacing the old directory of the dated download contents with the updated ones. This step is

necessary so that when the content files are published into the support site, customers would be

able to download those contents from the directory.

The download materials for this task vary according to the type of product related. From

installation guide to warranty information, this depends on the updated information we received

from other e-support teams around the globe.

Week 6 Report (14th October 2013 – 18th October 2013)

This week I only had four working days due to a public holiday in Tuesday. Similar to

last week, I was still working on the publications for Lenovo products. However, Ms Catherine

Saw, our team’s senior manager has assigned me a task of reviewing Lenovo customer comment

cards obtained from OpinionLab.

The purpose of reviewing the customer comment card can be categorized in the

following:

To understand customer’s issues To know where are the areas we can do better to solve customer’s issues Provide a summary on items which we can directly deliver to customer on website

In addition, this review can be used as the topic for me in the upcoming e-support team

presentation on web-users experience. Therefore, I would spend the following days during

internship period to prepare on this task.

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Week 7 Report (21st October 2013 – 25th October 2013)

This week, I was assigned to perform corrections on the tagging of Drivers & Software

details for ThinkServer products. Apart from me, another intern from UTAR Setapak campus

named Alvis was working on the same task with me, whereby the workload was divided to us

accordingly.

There were a total of 24 ThinkServer products need to be corrected, so me and Alvis

work on 12 products each. Table below shows our worklist.

Kwong Cheong Target

Completion Date

Alvis Target

Completion Date

RD430 30-Oct-13 RD330 30-Oct-13

RD530 30-Oct-13 TS430 30-Oct-13

RD630 30-Oct-13 RD120 30-Oct-13

TD330 30-Oct-13 RD210 30-Oct-13

TS440 30-Oct-13 RD220 30-Oct-13

RS110 30-Oct-13 RD230 30-Oct-13

RS210 30-Oct-13 RD240 30-Oct-13

TD100 30-Oct-13 TS100 30-Oct-13

TD100X 30-Oct-13 TS130 30-Oct-13

TD200 30-Oct-13 TS140 30-Oct-13

TD200X 30-Oct-13 TS200 30-Oct-13

TD230 30-Oct-13 TS200V 30-Oct-13

Figure 3: Work list on correction for tagging on ThinkServer products

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Week 8 Report (28st October 2013 – 1st November 2013)

After finishing the task on ThinkServer products from last week, there were several

publication tasks that I needed to accomplish due to one of the team members was on leave.

On Tuesday, Ms Sathyabanu assigned me another task on file compilation on drivers for

Lenovo PC and laptops. Because Windows latest operating system that is Windows 8.1 had just

been launched recently, it was our job to check if the drivers listed for selected products are

available in the latest Windows OS. For the record, there were almost 100 products that were

needed to be examined.

On Wednesday, I was assigned by Miss Azizah, one of our team’s web technical writers

to update on the driver maintenance content for Lenovo U3 Adapter. For this task, I used Adobe

Dreamweaver to perform the updating on the content file and preview the outlook before it was

published.

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Second Monthly Report (1 st November 2013)

Through this month, I have been successfully adapted to the usage of content

management system that Lenovo e-support team is practicing every day. The advantages of using

such system to perform data organization has fascinated me to be eager to learn more about such

system in the future, as it is an entirely new field of knowledge that I have never been touched

during my years in university.

Having been given the task on publications of documents for Lenovo products this month

has shown me the other usage of content management system. Through this task, I have learnt of

the term “Content Delivery Network” and its meaning. Also, I have the opportunity to

experience the complexity of the work on publishing every download contents in a web site.

From creating CDN files to data encryption using hash functions, each step must be taken

carefully to ensure the security of the company’s data.

In order to understand the effect of our team’s hard work on the business profit of the

company, I understand now the reason Ms Catherine Saw assigned me to review on Lenovo’s

customer comment card retrieved from August until October 2013. Each customer’s critic and

suggestion are very valuable assets for us to make great improvements in our working

performance. The more constructive the customers’ ideas given, the more we can do in

improving the support site so that it can be more informative and helpful to our customers.

Nevertheless, I would like to thank the help of team members in helping me

accomplishing this month’s task. My job would not become easier without their guidance.

Regards,

Ng Kwong Cheong


Supervisor’s Name:

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Week 9 Report (4th November 2013 – 8th November 2013)

Ms Catherine Saw has given me a permission to take an education leave for this week and another 2 subsequent weeks. Therefore, I will be in Kampar for the following weeks to discuss my Final Year Project with my supervisor. However, she has left me a task to review on the customer comment card on the Lenovo support site, which recorded from August until October 2013.

This week, I have analysed the comment card from August. In total, there were 5559 customer visits to the support site. They have rated the support site based on four categories: content, design, usability, and overall rating. Each rating has 5 rating levels, where level 1 means the lowest rating and 5 means the highest. Among the 5559 visits, 1650 voted 5 for overall rating, while 1693 voted 1. This shows a difference of 43 votes between these two levels. Moreover, this shows a negative sign whereby there were more customers who are dissatisfied on the support site than those who are satisfied.


This week, I have analysed the comment card from November. There were 5873 customer visits for that month. Among them, 1878 voted 5 for overall rating, while 1744 voted. In addition, 473 voted for 2, 859 voted for 3, and 919 customers voted for 4. Overall, there is a sign improvement from the past month as there is an increase 258 votes for rating 5 on the overall rating.

Week 11 Report (18th November 2013 – 22nd November 2013)

As it was my last week on my education leave in Kampar, I have done the final analysis

on the customer comment card from October and done a comparison between the three months

based on different rating categories.

October has the least number of visits to the support site, with only 4516 visits compared

to the last two months. Among them, 1059 voted 5 for overall rating and 1464 voted 1. Others

were 435 visits voted for 2, 834 voted for 3 and 724 voted for 4. This shows a significant

decrease of satisfaction level from Lenovo customers as there were 819 less customers voted for

rating 5 in the overall rating, in addition the least number of votes for rating in the overall rating.

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This week, I have gone back to Lenovo from my education leave. On Monday, Ms

Sathyabanu has given me a list of Option Compatibility Matrix (OCM), which contains the

Option Part Number, Option Name of the existing Lenovo products. This information is used for

identifying each product by its unique product code. However, some of the Lenovo products

listed have some errors in their tagging of products and parts categorization. Therefore, I and

Alvis were needed to fix the errors before the deadline. In total, there were about 1500 products

need to be fixed.

On Tuesday, I had a visitation from Dr Khor Siak Wang, my visiting supervisor from

UTAR to review my performance during internship period. He was impressed with the working

environment and my working results based on my company supervisor’s comment. In fact, Ms

Catherine Saw would like to have more interns from UTAR to join Lenovo after a brief meeting

with Dr Khor.

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Third Monthly Report (29 th November 2013)

This month, although I was not in office for three weeks due to an education leave, that

does not mean that I had neglected my role as an intern in Lenovo, for I was given a task from

the e-support team senior manager, Ms Catherine Saw in reviewing the customer comment cards

collected from OpinionLab.

The customer comment cards have all sorts of information as a customer feedback for a

specific product, a company or even a website that they frequently visited. The data ranges from

what kind of browser the customers used to visit a specific website, problems encountered to

different categories of rating they voted on the website. For my task, I was assigned to analyse

such information which dated from August until October 2013.

Performing data analysis was not an easy job, for it requires one to be focus on tracing

the root of the case, making comparisons between different cases without missing any hints.

Fortunately, one of my colleagues, Mr Cheng Kok Wai has given me some guidelines on this

assignment. I had to trace the problems that are categorized as level 1 issue: problems that

customers complain there is no solution, solution that is hard to find. Another problems I should

trace that are under level 2 category are those that still does not have a solution, broken links that

occur when accessing the website, etc. These problems can make the analysing process much

easier to undergo, for we will know which part of the issue we should be more focus at when

facing such difficulties.

Nevertheless, I am grateful for the helping hand offered by my team members in the task

I am assigned. Without their help, I could not have completed my task smoothly.

Regards,

Ng Kwong Cheong


Supervisor’s Name:Week 13 Report (2nd December 2013 – 6th December 2013)

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As this will be my final weekly report, I was still doing the tagging and parts

categorization task from last week. The task was very tedious and very important to the e-support

team. Our team managers even had to hold several meetings on this assignment because the

deadline was very near.

After several discussions, Miss Catherine Saw has decided to reduce me and Alvis’s

workload by skipping the tagging part and let Mr Marcus Soo, our team’s programmer to handle

that part. For me and Alvis, we only have to trace the Marketing Part Number of each product

associated with the webpage ID.

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Screen Shot of Project

Figure 4: Outlook of the Lenovo Support Site

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Figure 5: Outlook of the new support site for smartphones and tablets

Figure 6: Interface of ContentCenter Professional

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Figure 7: Sample of a content file creation using HTML

Figure 8: Tagging the correct category for a content file

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