顧問咨詢指南
[pic] [pic] 目錄 TABLE OF CONTENTS 背 景 BACKGROUND 4 了解本指南 UNDERSTANDING THIS GUIDE 6 八模塊企業(yè)發(fā)展階梯 THE 8 MODULE BUSINESS DEVELOPMENT LADDER 9 模塊一：了解你的企業(yè) MODULE 1: UNDERSTANDING WHAT BUSINESS YOU ARE IN 10 概述 OVERVIEW 10 主要學(xué)習(xí)目標(biāo) KEY LEARNING OBJECTIVES 11 工具 TOOLS 12 典型的模塊一程序 TYPICAL MODULE 1 PROGRAM 13 需完成的任務(wù) TASKS TO BE COMPLETED 14 模塊二:了解顧客、市場(chǎng)和產(chǎn)品 MODULE 2: UNDERSTANDING THE CUSTOMERS， MARKETS AND PRODUCTS 29 概述 OVERVIEW 29 主要學(xué)習(xí)目標(biāo) KEY LEARNING OBJECTIVES 30 工具 TOOLS 31 典型模塊二程序 TYPICAL MODULE 2 PROGRAM 33 需完成的任務(wù) TASKS TO BE COMPLETED 34 模塊三:確定商業(yè)模式 MODULE 3: DEFINING THE BUSINESS MODEL 50 概述 OVERVIEW 50 主要學(xué)習(xí)目標(biāo) KEY LEARNING OBJECTIVES 51 工具 TOOLS 52 典型的模塊三程序 TYPICAL MODULE 3 PROGRAM 54 需完成的任務(wù) TASKS TO BE COMPLETED 54 需完成的任務(wù) TASKS TO BE COMPLETED 55 模塊四:員工授權(quán) MODULE 4: TEAM EMPOWERMENT 71 對(duì)企業(yè)業(yè)績(jī)進(jìn)行管理 MANAGING ORGANISATIONAL PERFORMANCE 72 主要學(xué)習(xí)目標(biāo) KEY LEARNING OBJECTIVES 73 工具 TOOLS 74 需完成的任務(wù) TASKS TO BE COMPLETED 77 模塊五:市場(chǎng)營(yíng)銷戰(zhàn)略計(jì)劃 MODULE 5: STRATEGIC MARKETING PLAN 93 概述 OVERVIEW 93 主要學(xué)習(xí)目標(biāo) KEY LEARNING OBJECTIVES 94 工具 TOOLS 95 典型的模塊五程序 TYPICAL MODULE 5 PROGRAM 97 需完成的任務(wù) TASKS TO BE COMPLETED 98 模塊六:企業(yè)系統(tǒng)化 MODULE 6: BUSINESS INDEPENDENCE 114 概述 OVERVIEW 114 主要學(xué)習(xí)目標(biāo) KEY LEARNING OBJECTIVES 116 工具 TOOLS 117 典型的模塊六程序 TYPICAL MODULE 6 PROGRAM 119 需完成的任務(wù) TASKS TO BE COMPLETED 120 模塊七:組織結(jié)構(gòu)， 知識(shí)，環(huán)境管理和技術(shù)應(yīng)用戰(zhàn)略 MODULE 7: ORGANISATIONAL STRUCTURE， KNOWLEDGE， ENVIRONMENTAL MANAGEMENT AND TECHNOLOGY STRATEGIES 136 概述 OVERVIEW 136 主要學(xué)習(xí)目標(biāo) KEY LEARNING OBJECTIVES 138 工具 TOOLS 139 典型的模塊七程序 TYPICAL MODULE 7 PROGRAM 141 需完成的任務(wù) TASKS TO BE COMPLETED 142 模塊八:反饋和持續(xù)改善 MODULE 8: FEEDBACK AND CONTINUOUS IMPROVEMENT 158 概述 OVERVIEW 158 學(xué)習(xí)目標(biāo) LEARNING OBJECTIVES 159 工具 TOOLS 160 典型的模塊八程序 TYPICAL MODULE 8 PROGRAM 162 需完成的任務(wù) TASKS TO BE COMPLETED 162 需完成的任務(wù) TASKS TO BE COMPLETED 163 注NOTES 179 注NOTES 180 注NOTES 181 注NOTES 182 背 景 Background 本指南旨在為咨詢顧問公司和其它商業(yè)服務(wù)機(jī)構(gòu)提供技術(shù)和方法，使他們能夠成功地為 中小企業(yè)提供咨詢服務(wù)。 This guide is designed to provide consultants and other service providers with techniques and methodologies that will enable them to embark on successful consulting engagements with small/medium size enterprises (SMEs). 這里提供的資料旨在幫助咨詢顧問公司能夠與中小企業(yè)建立互惠的關(guān)系。 這些方法不僅可以獲得 “快速取勝”的效果， 還能夠促進(jìn)咨詢顧問與客戶之間建立長(zhǎng)期的關(guān)系----這是一種讓咨詢顧問獲得 “受信任的顧問”的地位的關(guān)系， 是一種使雙方的知識(shí)和資源匯集成一個(gè) “知識(shí)和資源庫(kù)”的關(guān)系。 The materials provided， aim to enable the consultant to engage with SMEs in a mutually beneficial relationship. While the methodologies used will provide “quick wins，” the materials are designed to facilitate a long-term relationship between consultant and client – a relationship where the consultant earns the status of “trusted advisor” and where the knowledge and resources of both parties are used to create a “pool of knowledge and resources.” 該項(xiàng)目的目的是改善企業(yè)在財(cái)務(wù)和運(yùn)營(yíng)這兩方面的業(yè)績(jī)。 這是通過在企業(yè)中實(shí)施許許多多小的措施后達(dá)到的結(jié)果。 普通和優(yōu)秀企業(yè)的區(qū)別總是體現(xiàn)在這些小事情之中! The purpose of the program is to improve the performance of the business – both financially and operationally. This will be achieved as a result of the many， many little things that you implement in your business. The difference between and ordinary and extra-ordinary business always lies in these little things! 本項(xiàng)目分為八個(gè)模塊 The program is split into 8 Modules; 1. 了解你的企業(yè) Understanding What Business You Are In; 2. 了解你的客戶，產(chǎn)品和市場(chǎng) Understanding Your Customers， Products and Markets; 3. 商業(yè)模式 The Business Model; 4. 員工授權(quán) Team Empowerment; 5. 市場(chǎng)營(yíng)銷戰(zhàn)略計(jì)劃 The Strategic Marketing Plan; 6. 企業(yè)系統(tǒng)化 Business Independence; 7. 組織結(jié)構(gòu)，知識(shí)， 環(huán)境管理和技術(shù)應(yīng)用戰(zhàn)略 Organizational Structure， Knowledge， Environment Management and Technology Strategies; and 8. 反饋與持續(xù)改善 Feedback and Continuous Improvement. 我們建議你在按月收取客戶咨詢費(fèi)的前提上， 全面實(shí)施本項(xiàng)目。 但是， 在某些情況下， 先提供本項(xiàng)目的部分內(nèi)容可能更合適， 例如， “客戶咨詢會(huì)”， 或 “優(yōu)質(zhì)服務(wù)—爭(zhēng)創(chuàng)第一”的客戶服務(wù)培訓(xùn)。 We recommend that you implement the program in its entirety based on the client paying a fixed monthly fee for your services. However in some instances it may be more appropriate to offer just a few aspects of the program， for example， the Customer Advisory Session or the “Exceptional Service – Leading The Pack” customer service training. 本項(xiàng)目旨在了解企業(yè)， 提出和實(shí)施改進(jìn)措施， 提供對(duì)企業(yè)所有者和員工都有實(shí)際意義的培訓(xùn)。 本項(xiàng)目旨在使企業(yè)業(yè)績(jī)得到長(zhǎng)期, 顯著的改善。 The program is based on exploring the business， generating and implementing improvements and providing practical meaningful training to both the business owners and the team members. It is based on achieving significant long-term business performance improvements. 了解本指南 Understanding This Guide 本指南旨在概述經(jīng)營(yíng)業(yè)績(jī)改善項(xiàng)目的八個(gè)模塊。 This guide aims to provide an overview of the 8 Module Business Performance Improvement Program. 經(jīng)營(yíng)業(yè)績(jī)改善項(xiàng)目共分為八個(gè)模塊: The Business Performance Improvement Program has been split into 8 distinct Modules: 1. 了解你的企業(yè) Understanding What Business You Are In; 2. 了解你的客戶，產(chǎn)品和市場(chǎng) Understanding Your Customers， Products and Markets; 3. 商業(yè)模式 The Business Model; 4. 員工授權(quán) Team Empowerment; 5. 市場(chǎng)營(yíng)銷戰(zhàn)略計(jì)劃 The Strategic Marketing Plan; 6. 企業(yè)系統(tǒng)化 Business Independence; 7. 組織結(jié)構(gòu)，知識(shí)， 環(huán)境管理和技術(shù)應(yīng)用戰(zhàn)略 Organisational Structure， Knowledge， Environment Management and Technology Strategies; and 8. 反饋與持續(xù)改善 Feedback and Continuous Improvement 本指南接下來的部分對(duì)每個(gè)模塊進(jìn)行了概述。 每個(gè)模塊都由8個(gè)步驟組成。 本指南中還提供有圖表, 以幫助咨詢顧問學(xué)習(xí)和理解這一流程。此外, 有工具提供的步驟也標(biāo)注有專門的符號(hào)。針對(duì)每個(gè)模塊， 我們都已提供了以下的內(nèi)容: The following sections of this guide will provide an overview of each of these Modules. Each Module is broken down into an eight stage process. Where possible， throughout the guide， diagrams have been used to facilitate the learning and understanding process. In addition， symbols have been used to identify the tools used in each stage of the process. For each Module of the process， we have provided: o 該模塊的概述 An overview of the Module; o 主要學(xué)習(xí)目標(biāo)(以(表示) Key Learning Objectives (denoted by (); o 該模塊中提供的工具(以(表示) A list of the available tools for that Module (denoted by (); o 以圖示方法列出八個(gè)步驟 A diagrammatic representation of the 8 stages involved; and o “需完成的工作” 清單， 與工具相互參照 ( 以[pic]表示) A list of “Things to Do，” cross-referenced to the tools (denoted by [pic]) 戰(zhàn)略性經(jīng)營(yíng)業(yè)績(jī)改善模式 The Strategic Business Performance Improvement Model 八模塊企業(yè)發(fā)展階梯 The 8 Module Business Development Ladder 模塊一：了解你的企業(yè) Module 1: Understanding What Business You Are In 概述 Overview 任何咨詢業(yè)務(wù)的開始階段都是非常重要的。 作為咨詢顧問， 你所負(fù)責(zé)的是過程—-- 這是需要特別引起你注意的，你幾乎不太可能控制結(jié)果。 你和你的客戶一起開始了一個(gè)令人興奮的旅程。 在這個(gè)旅程中， 客戶和咨詢顧問之間要進(jìn)行雙方向互動(dòng)的知識(shí)交流。 這種信息的交流過程本身同信息一樣有價(jià)值。 The initial stage of any consulting assignment is particularly important. As the consultant you are responsible for the process – it is important to note， that it is almost impossible for you to control the outcome. You and your client are embarking on an exciting journey together. During this journey， knowledge will be transferred between both parties - the client and the consultant. The process of this information transfer is as valuable as the information itself. 各方都要了解自己在這一關(guān)系中所扮演的角色---你只是咨詢項(xiàng)目的推動(dòng)人， 而不是客戶業(yè)務(wù)的專家! All parties must understand your role in the relationship – you are the facilitator of the program， you are not an expert in your client’s business! 一般來講， 在項(xiàng)目的第一階段， 你要收集關(guān)于客戶及其業(yè)務(wù)的信息。 你還要召開你的第一次戰(zhàn)略計(jì)劃會(huì)議。 第一階段的目的是建立客戶和咨詢顧問之間的關(guān)系， 并開始經(jīng)營(yíng)業(yè)績(jī)改善項(xiàng)目的 “計(jì)劃” 階段。 Typically， during this first stage of the program you will gather information regarding your client and their business. You will also hold your 1st Strategic Planning Session. This first stage of the program is designed to develop the relationship between client and consultant and begin the “planning” stage of the Business Performance Improvement Program. 主要學(xué)習(xí)目標(biāo) Key Learning Objectives 下面的清單詳細(xì)列舉了模塊一---- “了解你的企業(yè)”主要學(xué)習(xí)目標(biāo)的一些內(nèi)容: The following list details some of the Key Learning Objectives of Module 1 – Understanding What Business You Are In: o 了解企業(yè)所有者 (或主要股東)的個(gè)人和企業(yè)目標(biāo)， 并開始以所有者的個(gè)人目標(biāo)為基礎(chǔ)制定企業(yè)宗旨和/或遠(yuǎn)景； To understand the personal and professional goals of the business owners (or key stakeholders)， and begin to develop the Mission and/ or Vision for the business based on the personal objectives of the owners； o 了解企業(yè)當(dāng)前財(cái)務(wù)和非財(cái)務(wù)方面的業(yè)績(jī)情況概況； To obtain an overview of the current financial and non-financial performance of the business； o 了解企業(yè)所服務(wù)的市場(chǎng)，及其產(chǎn)品在各自生命周期中所處的位置； To understand where the business and each market is in its product life cycle； o 了解如何評(píng)估企業(yè)的價(jià)值和系統(tǒng)化會(huì)給企業(yè)價(jià)值帶來的影響； ...
顧問咨詢指南