毕博-管理咨询工具方法—CustomerSelectionCriteria-Chinese

SME实用手册SME Manual本手册指在帮助中小企业所有人在自己企业内建立操作手册。

The manual is designed to assist SME owners to implement an operations amnaul within their business.目录TABLE OF CONTENTS概述OVERVIEW (3)经营手册O PERATIONS M ANUAL (3)企业概述B USINESS O VERVIEW (5)人力资源管理HUMAN RESOURCE MANAGEMENT (9)雇佣政策E MPLOYMENT P OLICIES (10)员工记录T EAM M EMBER R ECORDS (15)招聘和选拔R ECRUITMENT AND S ELECTION (17)业绩管理P ERFORMANCE M ANAGEMENT (23)培训T RAINING (26)沟通和激励C OMMUNICATION AND M OTIVATION (29)职业健康和安全O CCUPATIONAL H EALTH AND S AFETY (32)客户服务CUSTOMER SERVICE (44)服务标准S ERVICE S TANDARDS (44)顾客选择C USTOMER S ELECTION (46)顾客反馈C USTOMER F EEDBACK (47)市场营销MARKETING (49)企业识别C ORPORATE I DENTITY (49)战略营销S TRATEGIC M ARKETING (51)公共关系P UBLIC R ELATIONS (53)采购和存货管理PURCHASING AND STOCK MANAGEMENT (55)采购P URCHASING (55)存货管理S TOCK M ANAGEMENT (60)行政管理ADMINISTRATION (63)电话、信息和电子邮件T ELEPHONE，M ESSAGES AND E MAIL (63)邮件和重要信函M AIL AND C OURIERS (65)计算机和互联网C OMPUTERS AND THE I NTERNET (67)安全S ECURITY (70)会计ACCOUNTING (76)应付账款C REDITORS (76)应收账款D EBTORS (78)银行往来账B ANK A CCOUNTS (81)固定资产F IXED A SSETS (83)领导能力LEADERSHIP (84)概述OVERVIEW经营手册Operations Manual经营手册的目的Purpose of the Operations Manual本经营手册旨在提供必要的资源，以帮助员工改进工作表现，并帮助企业达成目标。

客户咨询会议主持人手册CUSTOMER ADVISORY SESSION FACILITATOR GUIDE1 / 20目录 TABLE OF CONTENTS介绍 INTRODUCTION (3)程序 PROCESS (5)会场布置 VENUE SET UP (7)样板问题 SAMPLE QUESTIONS (8)介绍 INTRODUCTION客户咨询会议主持人手册为顾问人员提供了所有的相关信息，使其能够成功地主持客户咨询会议。

This Customer Advisory Session Facilitator Guide is designed to provide a facilitator with all the information they require in order to successfully run Customer Advisory Sessions.客户咨询会议与“小组集中调研”方式非常相似。

他们共同的目标都是收集重点客户关于企业表现方面具有深度的反馈意见。

此外，客户咨询会议也是一种非常有效的市场工具，它能够给企业客户一种被重视、被咨询与被关心的感受。

通过召开客户咨询会议，企业已开始将其与竞争对手区分开来。

Customer Advisory Sessions are similar to what are commonly known as “Focus Groups.” Their primary purpose is to gather in-depth feedback from key customers or clients regarding the performance of the business. As a side issue, Customer advisory Sessions are a fantastic marketing tool that will leave customers feeling special, listened to and cared about. By running a Customer Advisory Session a business has already taken its first steps in differentiating itself from the competition.召开客户咨询会议的好处What Are The Benefits of Holding A Customer Advisory Session以下是召开客户咨询会议的好处：There are many benefits to holding a Customer Advisory Session:在会议当中，客户间经常就公司产品进行交叉销售Customers often cross-sell (your products) to each other during the session;通过聆听与满足客户的需求来为客户提供增值服务Adding value to your customers by listening and actioning their needs;掌握企业如何才能提供出色的产品和服务Understand the things that the business does really well;观察促使客户购买公司产品的动力-真正理解什么对客户来说是最重要的Insights into what motivates customers to buy from the business – truly understand what is important to them;了解在客户眼里，哪些是公司的竞争对手Understanding who your customers consider to be your competition客户咨询会议的适用范围？Who Should Hold A Customer Advisory Session?客户咨询会议适用于所有的商业机构。

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。

客户服务、系统及文化问卷CUSTOMER SERVICE, SYSTEMS AND CULTURE QUESTIONNAIRE本问卷旨在衡量[企业名称]在客户服务方面的业绩表现是否优秀。

The following questionnaire is designed to measure [Client Name]’s commitment to providing exceptional customer service.请务必诚实、正确地回答这些问题。

其结果将会运用于后续程序中，并同客户与员工的反馈相比较。

这有助于管理层了解在客户服务方面，公司是如何表现的。

It is essential that you answer these questions as honestly and accurately as possible. The results will be used later in the program and compared with the feedback gathered from both customers and team members. This will enable management to get a clear picture of how the business is perceived to be performing in terms of customer service.总体客户关注程度OVERALL CUSTOMER FOCUS本部份侧重于了解贵公司对客户的总体关注程度，以及对客户所持的态度。

它旨在考察客户关注度对企业运营的重要性。

This section focuses on the businesses general focus and attitude towards customers. It explores how important a customer focus is to the business.系统与程序SYSTEMS AND PROCESSES本部份旨在考察贵公司有哪些系统与程序是针对客户服务的。

TABLE OF CONTENTS目录TABLE OF CONTENTS (2)1.0报告摘要 EXECUTIVE SUMMARY (3)2.0介绍 INTRODUCTION (4)3.0企业背景介绍COMPANY BACKGROUND (6)4.0行业分析INDUSTRY ANALYSIS (8)5.0产品与服务PRODUCTS AND SERVICES (13)6.0市场分析MARKET ANALYSIS (17)7.0SWOT 分析DIAGNOSTIC SWOT ANALYSIS (20)8.0选择目标市场 TARGET MARKET SELECTION (24)9.0战略发展 STRATEGY DEVELOPMENT (26)10.0历史业绩表现 HISTORICAL PERFORMANCE (29)11.0市场营销战略 MARKETING STRATEGY (32)12.0附件一APPENDIX 1 (42)13.0附件二APPENDIX 2 (43)14.0附件三APPENDIX 3 (44)1.0 报告摘要EXECUTIVE SUMMARY➢完成一页纸的报告摘要，阐述市场营销战略及建议1 page summary overview of the report defining the marketing strategies and theresulting 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 shou ld 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➢制定市场营销战略规划的目的是至关重要的，也就是说，必须解释企业为什么要制定市场营销战略规划。

直接沟通
DIRECT COMMUNICATION
该部分诊断反应了企业与客户直接沟通的方式.
This part of the audit explores the way in which the business uses direct communication to communicate with customers.
进行产品和服务的交流
COMMUNICATING PRODUCTS AND SERVICES
该部分诊断反应了企业与客户进行产品和服务的沟通方式
This part of the audit explores the way in which the business communicates its products and services to their customers.
理解客户群
UNDERSTANDING CUSTOMER SEGMENTS
该部分诊断反应了企业是如何很好地理解它的客户群。

This part of the audit explores how well the business understands its customers and the segments in which they belong.
进行品牌和形象的沟通
BRANDING AND IMAGE COMMUNICATION
该部分诊断反应了企业进行品牌和形象沟通的方式。

This p art of the audit explores how the business approaches its’ brand and image communication.。

产品与服务 PRODUCTS AND SERVICES本部分主要针对企业的产品与服务。

它旨在了解你对该企业为客户提供产品与服务方面的表现的看法。

This section focuses on the businesses products and services. It explores your perception of how well在下面的空格内，请写出你对该企业如何提高产品与服务（质量、服务、送货）的三个建议In the space below please write your 3 recommendations for how the business can improve its Products/Services (quality, service, delivery etc)1.2.3.客户服务 CUSTOMER SERVICEThis section examines how well the business is perceived to deliver customer service. Please answer请在下面的空格时写出你对企业如何提高其客户服务（服务、优先、态度、跟踪）的三项建议In the space below please write your 3 recommendations for how the business can improve its Customer Service (service, priority, attitudes, follow-up)1.2.3.市场与企业形象 MARKETING AND BUSINESS IMAGE本部份旨在了解你对该企业的市场与企业形象的看法In the space below please write your 3 recommendations for how the business can improve its Marketing and Business Image1.2.3.沟通与管理 COMMUNICATION AND ADMINISTRATION本部分旨在了解你对该企业有效沟通与管理方面的看法。

[企业名称–某公司] [Client Name – ABC Co]日期Date: 开始时间Start time:参会人员Attendees:结束时间：地点Location:Finish time:会前安排Pre – Session Arrangements✍在客户咨询会议邀请函发出一周后，向参会人员确认会议安排，并在会议前一天再确认一次Confirm arrangements with attendees 1 week after the “Invitationto the Customer Advisory Session” has been sent and again 1day before the session❑✍将会议地点安排在能够避免任何干扰的地方Arrange venue neutral with no distractions ❑✍准备饮食Arrange refreshments- 安排早茶/下午茶，有无特别要求？Morning or Afternoon tea -any special dietary requirements?❑✍从主持人手册中选取问题Customise questions in facilitator guide ❑✍制作反馈表Customise feedback form ❑✍制作参会人员姓名牌Prepare name tags for all participants ❑✍为客户准备小礼物和答谢卡片Arrange gifts and thank you cards from clients ❑✍准备会议议程❑Prepare agenda会场布置Room Setup✍水杯Glasses of water ❑✍参会人员每人一份会议议程Copies of agenda for every attendee ❑✍笔和笔记本Pens and notepads ❑✍白板和白板笔Whiteboard and pens ❑✍笔记本电脑Laptop computer ❑✍录音设备Recording Equipment❑- 空白录音带Spare recording tapes✍投影仪Projector ❑✍所有参会人员的姓名牌Name tags for all participants ❑✍鲜花Flowers ❑✍水果Fresh Fruit ❑✍冷饮和热饮Hot and cold refreshments ❑✍主持人手册Facilitators Guide ❑✍反馈表Feedback Forms ❑✍为所有参会人员准备的小礼物和答谢卡片Gifts and thank you cards for all participants ❑✍测试所有设备❑Test all equipment。

1 / 2模块：Module:人力资源管理 Human Resource Management 流程：Process:招聘和选拔 Recruitment and Selection 系统：System: 招聘 Recruitment系统执行人： System Champion: 所有经理 All Managers 目标： Objectives: 为实施一个有效的和系统化的招聘流程来帮助企业雇佣最合适的熟练的和有才干的人员，这些人要能够与企业文化和目标相融合。

To implement an effective and systemised recruitment process to assist the business to employ only skilled and talented people who are aligned with the business cultureand objectives. 招聘过程是一个双向的过程，这要求企业以企业吸引人的地方和空缺的职位作为交换，来吸引熟练人员申请该职位。

The recruitment process is a two-way process which requires the business to reciprocate the attractiveness of the business and vacant position to attract skilled people to apply for the position. 程序：Procedure:确定空缺职位的职责标准。

确保这些标准清楚说明了要求的资格、经验和个人特长如吸引人的性格。

重要的是，吸引合适的与企业文化相符的熟练人员。

Define the role criteria of the vacant position. Ensure that this criteria clearly articulates required qualifications, experience and personal attributes such as desired personality. It is important to attract suitably skilled people who will fit into the business culture.用诚恳的方式对空缺职位做广告，来推广企业的特征。