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模块：Module: 顾客服务Customer Service流程：Process: 顾客投诉Customer Complaints系统：System: 如何有效应对一个不满的顾客How to Deal Effectively With An Upset Customer系统执行人：System Champion: 所有员工All team members目标：Objectives:➢确保有效地处理顾客投诉To ensure that customer complaints are dealt with effectively➢确保顾客对企业感到满意To ensure customers are delighted with our business程序：Procedure:➢倾听，不打断顾客的谈话Listen without interrupting不管顾客表现得有多敌对、侮辱和不满，你必须毫无打断地完整地倾听其抱怨。
毫无打断地倾听也能帮助缓和顾客的情绪。
必须记录下所有关键信息。
Regardless of how hostile, abusive and upset the customer might be, you must listen fully to the complaint without interrupting. Listening without interruption will also help defuse the customer’s emotions. All vital information must be written down.➢决不要辩护Never get defensive顾客也许没有掌握所有适当的信息。
他们可能会辱骂。
他们可能会夸大。
他们可能会大声、用威胁性的语言。
即使这样，你也决不要自我辩护或开始争论。
这样，即使你对顾客的不良行为无能为力，但你能理解他们的不满，并通过不参与争论来控制自己的行为。
毕博-管理咨询工具方法—Enga...第一篇：毕博-管理咨询工具方法—Engagement Letter Template-Chinese（范文模版）咨询项目信函 Engagement Letter尊敬的[姓名] 对于您决定在贵公司[公司名称]实施经营业绩改善项目（BPIP项目），我们表示感谢并致以热烈祝贺。
我们相信您一定会对项目成果感到满意。
Thank you and congratulations on your decision to proceed with the Business Performance Improvement Program for [Company Name].I am sure you will be delighted with the outcomes.正如我们已经讨论过的那样，您的投资是无条件得到保证的。
在每月的月末，我们将会听取公司方面的建议。
如果在任何时候您认为您的投资没有得到相应的价值回报，在双方同意的情况下，你方有权力要求我方退还前一个月的收费。
我们希望我们的服务不会对你们构成任何风险。
As already discussed, your investment is unconditionally guaranteed.At the end of each month we will review the advice from this firm.If at any time and at your complete discretion, you do not believe you have received value for your investment, upon mutual agreement we will refund the last month’s fee.Our intention is that the service we provide is at NO risk to yourself!经营业绩改善项目的概述Overview of the Business Performance Improvement Program 本项目的目的是在财务和运作方面改善您的经营业绩。
技术SWOT分析和行动计划THE TECHNOLOGY SWOT AND ACTION PLAN在当今日新月异的变化和竞争日益激烈的环境下，企业拥有技术发展是保持竞争力所必不可少的要素。
In today’s environment of rapid changes and increasingly intense competition it is essential that businesses embrace technological developments in order to remain competitive.下面部分将对“技术战略诊断”的每一个问题进行讨论并提供行动建议。
请参照你的“技术战略诊断”并找出3.5分及以下的问题。
请回顾这些问题的“行动建议”。
The following section goes through each of the Technology Strategy Audit questions and provides a suggested action. Please refer back to your Technology Strategy Audit and identify those questions that you scores at 3.5 or less. Please review the “Suggested Action” for each of these questions.在回顾“行动建议”之后，请找出你认为在“技术SWOT分析”中最重要的五个优势，弱势，机会和威胁。
这会帮助你在完成“技术行动计划”时将注意力集中在最重要的问题上。
After you have reviewed the “Suggested Actions” please identify what you consider to be the five most significant strengths, weakness, opportunities and threats in the “Technology SWOT Analysis. This will assist you to focus your attention on the most significant issues when you complete your “Technology Action Plan.”请注意，标有的符号表示在“经营业绩改善项目”里有工具可用来提供帮助。
培训战略行动计划THE TRAINING STRATEGY ACTION PLAN员工的培训及发展对保持企业竞争力是非常重要的。
Training and development of team members is essential in order for a business to remain competitive.以下部分为培训战略诊断的问题，并逐一提供了行动建议。
请参照您的培训战略诊断，找出得分在3.5分或以下的问题。
对得分3.5及其以下的问题，请就每个问题参阅“行动建议”，然后完成本手册最后的“我的培训战略行动计划”。
请注意，有图标的地方表示在经营业绩改善项目中，提供有工具来帮助你完成工作。
The following section goes through each of the Training Strategy Audit questions and provides a suggested action. Please refer back to your Training Strategy Audit and identify those questions that you scores at 3.5 or less. Please review the “Suggested Action” for each of these questions and then complete “My Training Strategy Action Plan” at the back of thisworkbook. Please note that the symbol indicates that a tool is available within the Business Performance Improvement Program to assist in that area.培训需求评估TRAINING NEEDS ASSESSMENT请参照您的培训战略诊断。
经营业绩问卷－员工反馈Business Performance Questionnaire - Team Member Feedback尊敬的[姓名]如您所知，[企业名称]邀请我们和他们共同制定贵企业未来的战略发展方向。
As you will be aware, [Business Name] has asked us to work with them to develop the future strategic direction of the business作为[企业名称]有价值的员工之一，您与其它员工对本职工作的意见，以及在企业运作方面的意见，对于确定将来的战略方向至关重要。
As a valued team member of [Business Name], how you and other team members feel about your jobs and the problems you see with the way the business operates is critically important to moulding the future strategic direction.我们的观点是：员工都有着追求卓越的愿望。
他们希望能够享受工作的乐趣，希望有成就感。
因此，我们相信在如何改进经营业绩方面，能够获得您有价值的意见－因为常常是那些在企业中从事日常工作的人，对于如何改进企业的系统有着最好的想法。
We take the view that team members really do want to excel. They want to enjoy the time they spend at work, and they want to feel a sense of accomplishment. We therefore want to seek your opinions about how the business can improve since we are sure that you have valuable ideas - it is often those who have to work with the business systems everyday that have the best ideas on how to improve those systems.在随附的“经营业绩问卷－员工反馈”问卷由两个部分组成：You will notice that I have a questionnaire “Business Performance Questionnaire - Team Member Feedback.” The questionnaire has 2 sections. Let me explain.✍第一部分为“角色评估”。
员工招聘战略行动计划THE RECRUITMENT STRATEGY ACTION PLAN有效的招聘体系是企业取得长期成功的关键。
Effective recruitment systems are critical for the long-term success of your business.员工是企业最有价值的资产，他们有着使企业取得非凡成就的知识、技能与潜力。
Team members are one of your most valuable assets. They have knowledge, expertise and the potential to turn your organisation into an extraordinary business.为了吸引并留住高素质员工，企业必须制定一个与企业总体战略目标相配合的，彻底的、公平的招聘体系。
In order for talented team members to be attracted and remain with your organisation it is essential that you have a thorough and fair recruitment system that supports the strategic objectives of the business.以下的部份包括了员工招聘战略诊断的所有问题，并提供了行动建议。
请参照已完成的员工招聘战略诊断，以明确哪些问题你的得分等于或低于3.5分。
对于这些问题，请参照其“行动建议”，并完成本部份最后的“我的员工招聘战略行动计划”工作表。
标有的地方表示在经营业绩改善项目中有工具来帮助你完成这项工作。
The following section goes through each of the Recruitment Strategy Audit questions and provides a suggested action. Please refer back to your Recruitment Strategy Audit and identify those questions that you scores at 3.5 or less. Please review the “Suggested Action” for each of these questions and then complete “My RecruitmentStrategy Action Plan” at the back of this workbook. Please note that the symbol indicates that a tool is available within the Business Performance Improvement Program to assist in that area.招聘计划 RECRUITMENT PLANNING请参照你的员工招聘战略诊断。
这个练习的目的是帮助你理解竞争定位的重要性。
通过如下练习，你能明了你目前在竞争中所处的位置，以及将来理想的位置。
The purpose of this exercise is to assist you to understand the importance of competitive positioning. Through the following exercises you will gain an understanding of your current competitive position and also your future ideal position.根据波特理论，有3种竞争战略：According to Michael E. Porter there are 3 generic competitive strategies:1.总成本领先战略——宽泛的目标市场；Cost Leader – broad target market;2.差别化战略——宽泛的目标市场；Differentiation – broad target market;3.总成本领先战略——专小的目标市场（特殊市场）；Cost Leader – narrow target market (niche); and4. 差别化战略——专小的目标市场（特殊市场）。
Differentiation – narrow target market (niche).需要注意的是，制定一个有效战略的关键在于处理好企业的优劣势与产业结构间的关系（请参看行业分析工作手册）。
It is important to note that the key to developing an effective strategy lies in the relationship of the strengths and weaknesses of the business and the industry structure (as reviewed in the Industry Analysis Workbook).例如，为了在成本竞争中领先，企业必须通过更低的成本组合来形成明显的优势（企业的一种竞争力）。
模块：Module: 行政管理Administration流程：Process: 安全Security系统：System: 如何处理一桩抢劫事件How to Deal with a Robbery入室行窃提示：Burglary tips:保持冷静Stay calm完全照罪犯说的去做，不要做突然的动作Do exactly as the offender asks and do not make sudden movements不要与罪犯有眼神交流Do not make eye contact with the offender合作，不要与罪犯争论Co-operate and do not argue with the offender决不做任何让其他员工陷入危险的事Never do anything to jeopardise other team members假如可能的话，巧妙地打开任何安全记录设备If possible, subtly activate any security recording equipment观察罪犯的体格外表包括：Observe the offender’s physical appearance including:▪着装Clothing▪身高Height▪体形Build▪特殊标记和语音Distinctive marks and speech当罪犯离开时记下所有对其的描述As soon as the offender leaves write down a description of them尽量设法发现其交通工具和行进方向Try to identify the mode of transport and their direction of travel尽快联系警察并报告行窃事件Contact the police and report the burglary as soon as possible联系经理或企业主，并汇报该行窃事件Contact the manager or business owner and inform them of the burglary。
毕博-管理咨询工具方法—4.5TrainingStrategyActionPlan-Chinese培训战略行动计划THE TRAINING STRATEGY ACTION PLAN员工的培训及发展对保持企业竞争力是非常重要的。
Training and development of team members is essential in order for a business to remain competitive.以下部分为培训战略诊断的问题，并逐一提供了行动建议。
请参照您的培训战略诊断，找出得分在3.5分或以下的问题。
对得分3.5及其以下的问题，请就每个问题参阅“行动建议”，然后完成本手册最后的“我的培训战略行动计划”。
请注意，有图标的地方表示在经营业绩改善项目中，提供有工具来帮助你完成工作。
The following section goes through each of the Training Strategy Audit questions and provides a suggested action. Please refer back to your Training Strategy Audit and identify those questions that you scores at 3.5 or less. Please review the “Suggested Action” for each of these questions and then complete “My Training Strategy Action Plan” at the back of this workbook. Please note that the symbol indicates that a tool is available within the Business Performance Improvement Program to assist in that area.培训需求评估TRAINING NEEDS ASSESSMENT请参照您的培训战略诊断。
目录TABLE OF CONTENTS1.0报告摘要 EXECUTIVE SUMMARY 32.0介绍 INTRODUCTION 43.0企业背景介绍 COMPANY BACKGROUND 54.0行业分析 INDUSTRY ANALYSIS 75.0产品与服务 PRODUCTS AND SERVICES 126.0市场分析 MARKET ANALYSIS 157.0市场营销战略 MARKETING STRATEGY 178.0生产与运营计划（如果有） MANUFACTURING AND OPERATIONS PLAN (IF APPLICABLE) 219.0人力资源及结构 HUMAN RESOURCES AND STRUCTURE 2210.0财务计划 FINANCIAL PLAN 2511.0未来方面--前路 FUTURE DIRECTION – THE WAY AHEAD 2812.0附件 APPENDIX 1 321.0 报告摘要EXECUTIVE SUMMARY完成一页纸的报告摘要，阐述企业战略所做的工作及建议One page summary overview of the report defining the work that was undertaken and the resulting recommended actions.本部份应在本报告全部撰写完成之后才完成This section should be completed once the entire report has been finalised.本部份应包括主要的行动及其结果，以及通过执行本计划后将达成的目标摘要This section should include Key Actions and an “Output Statement,” a summary of what will be achieved through the implementation of this plan.2.0 介绍INTRODUCTION明确企业战略计划的目的以及撰写该报告的原因是十分重要的。
计划的目的可能包括以下方面：It is important to identify the purpose of the strategic business plan, why you are preparing this document. The purpose could include some of the following ideas:-制定企业的战略以提升企业利润To establish strategies to assist the business increase profitability;-确定在未来的12个月里，企业将如何运营Define how the business will move forward over the next 12 to 36 months; and-确定企业的市场战略定位，确定主要竞争优势战略与策略Identify the positioning of the business within the marketplace and develop key competitivestrategies and tactics.以下是一些范文，您可以在此基础上进行修改。
Below is some suggested text that you can modify.-企业战略计划的制定旨在帮助企业确定其未来目标，以及达成目标的方式。
它为企业指出了如何有效地实现其目标的路径。
This strategic business plan has been developed to assist the organization to determine it'sfuture goals and the means by which it can achieve those goals. It is a map that can be usedto see which path the business should follow to achieve its’ objectives in an efficient andeffective manner.-企业战略计划详细说明了企业存在的原因、内外部生存环境、目前的位置、市场目标、实现目标时可能遇到的障碍、以及如何运用资源与策略来实现目标。
重要的是，它还提供了一些衡量指标（即主要业绩指标），以帮助企业衡量其所采取的措施是否有效。
This strategic business plan details why the business exists, its’ environment, both internaland external, where it is now, what the goals are, what are the obstacles to achieving thosegoals and how the goals can be achieved through the use of resources and tactics.Importantly, it also provides measures (called key performance indicators) that will help thebusiness to see if it is on the road to successfully achieving its goals or whether it has taken awrong turn.-企业战略计划应随着时间的变化不断地进行修改与发展，配合企业已实现了的目标或所发生的环境变化，以保障企业更好的发展。
It is intended that this strategic business plan will be revised and further developed over time,so that as the business achieves its’ goals or circumstances change, it can be adapted toensure the best ongoing results for the organization.-制定与执行企业战略计划有助于企业实现自己的远景目标。
The development and use of this strategic business plan will help the business achieve its’vision.3.0 企业背景介绍COMPANY BACKGROUND明确企业的经营范围以及所从事的行业Identify the type of business and the industry that the business operates in.描述企业的性质与结构Describe the structure of the business:-合伙制、有限责任公司、上市公司等Partnership, Pty Ltd, or Public Company; and-企业员工总数How many employees do you have?企业成立日期及创建人When was the business established and by whom.企业的经营方式，如零售、批发等Identify the method of trading e.g. retail, wholesale etc企业远景 Vision Statement公司远景旨在向员工提供公司的目标及发展方面。
它阐明了企业所从事的商业活动，以及未来希望达成的目标。
The vision statement is used to give people a sense of purpose and direction. It describes the businesses future position and value.确保公司远景应有一个积极的观点，并且对以下内容进行明确：Ensure that the vision has a positive outlook and identifies the following:-企业希望达成的目标What the business will achieve;-目标达成的时间The timeframe in which it will be achieved;-核心价值Core values;-企业希望吸引及聘用的员工The type of people the business wants to attract and employ; and-企业将如何去竞争及如何超越竞争对手How the business intends to compete and out-perform competitors.企业宗旨 Mission Statement企业宗旨用于明确企业的目的与核心价值The mission statement is used to identify the purpose and core values of theorganisation.确保企业宗旨包括以下内容Ensure that the mission statement includes things such as:-企业的目的－你是谁，你的客户是谁，你提供什么样的产品与服务，怎么样去进行销售Purpose of the business, – who you are, who you serve, what products and services youoffer and how you make them available;-企业希望达到的专业标准Professional standards that the business wishes to adopt;-企业希望雇用的员工类型，以及他们可以获得的利益Type of people the business wishes to employ and the benefits that they may expect toreceive; and-企业的核心价值Core Values of the business.行动与主要业绩指标 Actions and Key Performance Indicators✍应采取的行动在每一部份最后都有列出，使企业清楚地了解在未来的12个月里，应采取什么样的行动。
