Industrial Training Report (Lenovo)

Industrial Training Report (Lenovo Inc.) 2013
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Table of Contents
Introduction................................................................................................................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.
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.
AssignDate Task Status Volume DateCompleted Targetcompletion
3-Sep-13 Trainingandsystemsetup Completed 4-Sep-13
5-Sep-13 RemovalandInstlalationdocumentsforThinKCentreM73z(OnlyLocatingparts)
WIP
30-Sep-13
5-Sep-13 RemovalandInstallationdocumentsfor ThinkCentreE73z(FULL) Assigned 30-Sep-13
5-Sep-13 MTM Completed 147 5-Sep-13
6-Sep-13 MTM Completed 147 6-Sep-13

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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

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

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subsequent blocks. SHA is used to compute a condensed representation of a data file. When a
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 Accomplishm
ent/
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,
2013
Sunday, September 08,
2013
Monday, September 09,
2013
2013
2013
Linking and indexing documents for ThinkCentre
E73z (FULL)
How to ensure
customers that
they can find
the page they
require to
refer
11, 2013
Tips categorization for products To fix the
category for
products for

14
consumers’
convenience.
Part of
Knowledge
management.
Thursday, September
12, 2013
Removal and Installation documents for
ThinkCentre M73 (FULL)
Thursday, September
12, 2013
M73z (FULL)
2013
M73z (FULL)
2013
2013
2013
Public holiday
2013
Tips categorization for products
18, 2013
Thursday, September
19, 2013
M73z (FULL)
2013
ThinkCentre E73 (FULL)
2013
2013
2013
Validation on new eSupport platform To examine
any errors
occurred in
the new
website
2013
Validation on new eSupport platform
Wednesday, September Removal and Installation documents for

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25, 2013 ThinkCentre E73 (FULL)
Thursday, September
26, 2013
E73 (FULL)
Thursday, September
26, 2013
Validation on new eSupport platform
2013
Verification for published documents for
To check for
errors for the
published
documents
Website testing on specific sections assigned for the
new website
Detailed Specifications and Overview for
ThinkServer TS140, TS440
2013
2013
2013
Detailed Specifications and Overview for
ThinkServer TS140, TS440
Website 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
(FULL)
Safety and Warranty Guide for ThinkServer RD540,
RD640 (FULL)

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Operating System Installation Guide for ThinkServer
RD540, RD640 (FULL)
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 Drive
Publications for User Guide for Lenovo USB 3.0 to
DVI/VGA Monitor Adapter
Saturday, October 05,
2013
Sunday, October 06,
2013
Monday, October 07,
2013
Listing on materials for publications
Publications for Lenovo Slim USB Portable DVD
Burner User Guide
Publications for ThinkPad USB Keyboard with
TrackPoint User Guide
Publications for Lenovo Enhanced Performance
USB Keyboard User Guide
Publications for ThinkPad USB Numeric Keypad
User Guide
2013
Publications for Lenovo USB Smartcard Keyboard
User Guide
Publications for ThinkPad 320GB Opal-capable
Hard Drive
Publications for Important Information about
Lenovo Mice
Publications for Precision USB Mouse
Publications for Lenovo Combined Mouse User
Guide
Wednesday, October
09, 2013
Publications for ThinkPad 7mm Solid-State Drive
Publications on old Hints and Tips documents To lock the
old documents
and publish
them in the
support site

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Installation and user guide for ThinkCentre M73
(FULL)
Hardware Publications Manual for ThinkCentre M78
(FULL)
Safety and Warranty Guide for ThinkCentre M78
(FULL)
2013
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
Friday, October 11,
2013
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
2013
Sunday, October 13,
2013
Monday, October 14,
2013
Publications for ThinkPad Compact USB Keyboard
with TrackPoint
Publications for Lenovo Slim USB Portable DVD
Burner
Publications for DisplayPort to Single-Link DVI-D
Monitor Cable
Publications for Lenovo USB 3.0 to DVI/VGA
Monitor Adapter
Publications for Lenovo Mini-DisplayPort to HDMI
Adapter
Publications for Lenovo Universal All In One Stand

18
Publications for Lenovo 65W DC Travel Adapter
Publications for ThinkCentre Tiny L-Bracket
Mounting Kit (Universal Belt)
2013
Public Holiday
Wednesday, October
16, 2013
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
2013
Categorization for Hints and Tips for ThinkCentre
M92z, Edge72, M90z, M92, Edge72z, M58
Friday, October 18,
2013
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
2013
Sunday, October 20,
2013
Monday, October 21,
2013
2013
for ThinkServer TS440 (FULL)
for ThinkServer TD330 (FULL)
(FULL)

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Wednesday, October
23, 2013
for ThinkServer RS110 (FULL)
for ThinkServer RS210 (FULL)
2013
for ThinkServer TD100x (FULL)
for ThinkServer TD200x (FULL)
Friday, October 25,
2013
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 Kit
Meeting about Web Users Experience #2
Presentation
To share
general
information
related to
work among
team members
on improving
working
performance
2013
Sunday, October 27,
2013
Monday, October 28,
2013
Publications for Rack Installation Instructions –
ThinkServer RD540, RD640
To create new
cdn and UM
files for new
documents

20
Publications for MegaRAID SAS Software User
Guide – ThinkServer TS430, TS440, TD330,
RD240, RD330, RD430, RD530, RD630, RD540,
RD640
Publications for ThinkServer Management Module –
ThinkServer RD330, RD430, RD530, RD630,
RD540, RD640
Publications for PCI Express to 6Gb/s Serial
Attached SCSI (SAS) Host Bus Adapter User Guide
– ThinkServer RD540, RD640
Publications for Lpe16000 Series HBA Installation
Manual – ThinkServer RD540, RD640
Publications for HBA Installation Manual –
Publications for Adapter Quick Start Guide –
Publications for Adapter Installation Manual –
Publications for Lenovo ThinkServer EasyManage
version 4.2.0
File compilation on drivers for Lenovo PC and
laptops
To check if
the drivers
listed for
selected
products are
available in
Win 8.1.4
2013
laptops
Driver maintenance for U3 Adapter, U3 Dock. To update the
information
for U3
Adapter using
Dreamweaver
Wednesday, October
30, 2013
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
2013
Update for Lenovo ThinkServer EasyManage
version 4.2.1
To update the
existing

21
Lenovo
ThinkServer
EasyManage
version 4.2.0
page to
version 4.2.1
Update tagging for ThinkServer RD540 and RD640
support files
laptops
Friday, November 01,
2013
laptops
Publications on Hardware Maintenance Manuals for
ThinkServer TS130 (FULL)
Publications on User Guides for ThinkServer TS130
(FULL)
Monday, November 25,
2013
Monday, November 25,
2013
Tuesday, November 26,
2013
Wednesday, November
27, 2013
Thursday, November
28, 2013
Friday, November 29,
2013
Monday, December 02,
2013
Tuesday, December 03,
2013
Wednesday, December
04, 2013
Thursday, December
05, 2013
Friday, December 06,
2013
Figure 2: Daily Activity Log in Lenovo

22
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.

23
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.

24
First Monthly Report (4th 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:

25
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.

26
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

27
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.

28
Second Monthly Report (1st 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
_________________ _________________

29
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.

30
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.

31
Third Monthly Report (29th 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
_________________ _________________

32
Week 13 Report (2nd December 2013 – 6th December 2013)
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.

33
Screen Shot of Project
Figure 4: Outlook of the Lenovo Support Site

34
Figure 5: Outlook of the new support site for smartphones and tablets
Figure 6: Interface of ContentCenter Professional

35
Figure 7: Sample of a content file creation using HTML
Figure 8: Tagging the correct category for a content file

Industrial Training Report (Lenovo)

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