【正文】 電信條例 ...................................................................................................................226一、電信條例的頒布意義 ............................................................................................226二、電信條例的主要內(nèi)容 ............................................................................................2266 / 196第二節(jié) 電信服務(wù)規(guī)范 ...........................................................................................................229一、電信服務(wù)規(guī)范的目的 ............................................................................................229二、電信服務(wù)規(guī)范內(nèi)容說(shuō)明 ........................................................................................229三、電信服務(wù)規(guī)范內(nèi)容 ................................................................................................229第三節(jié) 合同法和消費(fèi)者權(quán)益保護(hù)法 ...................................................................................232一、合同 ........................................................................................................................232二、合同法的相關(guān)規(guī)定 ................................................................................................232三、消費(fèi)者權(quán)益保護(hù)法 ................................................................................................233第四節(jié) 招標(biāo)投標(biāo)法 ...............................................................................................................235一、招標(biāo)投標(biāo)法的簡(jiǎn)介 ................................................................................................235二、適用范圍 ................................................................................................................235三、適用對(duì)象 ................................................................................................................235四、遵循原則 ................................................................................................................235五、相關(guān)規(guī)定 ................................................................................................................236第五節(jié) 企業(yè)相關(guān)規(guī)章制度 ...................................................................................................241一、安全保密相關(guān)規(guī)定 ................................................................................................241二、績(jī)效管理相關(guān)規(guī)定 ................................................................................................241第四章 職業(yè)規(guī)范知識(shí) ................................................................................................................243第一節(jié) 通信行業(yè)職業(yè)守則 ...................................................................................................243第二節(jié) 社交禮儀 ...................................................................................................................244一、禮儀的涵義 ............................................................................................................244二、禮儀的原則 ............................................................................................................244三、社交禮儀 ................................................................................................................245第三節(jié) 大客戶(hù)營(yíng)銷(xiāo)服務(wù)規(guī)范 ...............................................................................................252一、大客戶(hù)營(yíng)銷(xiāo)統(tǒng)一服務(wù)準(zhǔn)則 ....................................................................................252二、大客戶(hù)營(yíng)銷(xiāo)服務(wù)行為指南 ....................................................................................252第四節(jié) 商機(jī)管理 ...................................................................................................................258一、商機(jī)的內(nèi)涵 ......................................................................................................................258二、商機(jī)分類(lèi) ..........................................................................................................................258三、商機(jī)管理的流程 ..............................................................................................................258四、商機(jī)管理各階段具體要求 ..............................................................................................259第五章 管理理論知識(shí) ................................................................................................................262第一節(jié) 管理理論基礎(chǔ)知識(shí) ...................................................................................................262一、管理的定義 ............................................................................................................262二、管理的職能 ............................................................................................................262三、管理科學(xué)中的一些熱點(diǎn)問(wèn)題 ................................................................................263第二節(jié) 項(xiàng)目管理知識(shí) ...........................................................................................................266一、項(xiàng)目的定義 ............................................................................................................266二、項(xiàng)目管理的內(nèi)容 ....................................................................................................266三、甘特圖在項(xiàng)目管理中的應(yīng)用 ................................................................................267第三節(jié) 流程管理 ...................................................................................................................268一、流程的概念及相關(guān)內(nèi)容 ........................................................................................268二、流程管理的概念及相關(guān)內(nèi)容 ................................................................................2687 / 196三、業(yè)務(wù)流程重組 ........................................................................................................270第四節(jié) 時(shí)間管理 ...................................................................................................................272一、時(shí)間管理的基本原則 ............................................................................................272二、時(shí)間管理的四個(gè)階段 ............................................................................................274第五節(jié) 目標(biāo)管理 .........................................................................................................