【正文】 e the methodologies used will provide “quick wins， ” the materials 7 / 347are designed to facilitate a longterm 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.”該項目的目的是改善企業(yè)在財務和運營這兩方面的 業(yè)績 。 這是通過在企業(yè)中實施許許多多小的措施后達到的結(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 extraordinary business always lies in these little things!本項目分為八個模塊The program is split into 8 Modules。1. 了解你的企業(yè)8 / 347Understanding What Business You Are In。2. 了解你的客戶，產(chǎn)品和市場Understanding Your Customers， Products and Markets。3. 商業(yè)模式The Business Model。4. 員工授權Team Empowerment。5. 市場營銷戰(zhàn)略計劃The Strategic Marketing Plan。6. 企業(yè)系統(tǒng)化Business Independence。7. 組織結(jié)構，知識， 環(huán)境管理和技術應用戰(zhàn)略Organizational Structure， Knowledge， Environment Management and Technology Strategies。 and8. 反饋與持續(xù)改善Feedback and Continuous Improvement.9 / 347我們建議你在按月收取客戶咨詢費的前提上， 全面實施本項目。 但是， 在某些情況下， 先提供本項目的部分內(nèi)容可能更合適， 例如， “客戶咨詢會”， 或 “優(yōu)質(zhì)服務—爭創(chuàng)第一”的客戶服務培訓。We remend 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.本項目旨在了解企業(yè)， 提出和實施改進措施， 提供對企業(yè)所有者和員工都有實際意義的培訓。 本項目旨在使企業(yè)業(yè)績得到長期, 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 longterm business performance improvements.10 / 347了解本指南Understanding This Guide本指南旨在概述經(jīng)營業(yè)績改善項目的八個模塊。This guide aims to provide an overview of the 8 Module Business Performance Improvement Program.經(jīng)營業(yè)績改善項目共分為八個模塊: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Understanding Your Customers， Products and Markets。3. 商業(yè)模式The Business Model。4. 員工授權Team Empowerment。5. 市場營銷戰(zhàn)略計劃The Strategic Marketing Plan。6. 企業(yè)系統(tǒng)化Business Independence。7. 組織結(jié)構，知識， 環(huán)境管理和技術應用戰(zhàn)略Organisational Structure， Knowledge， Environment Management and Technology Strategies。 and8. 反饋與持續(xù)改善Feedback and Continuous Improvement本指南接下來的部分對每個模塊進行了概述。 每個模塊都由 8 個步驟組成。 本指南中還提供有圖表, 以幫助咨詢顧問學習和理解這一流程。此外, 有工具提供的步驟也標注有專門的符號。針對每個模塊， 我們都已提供了以下的內(nèi)容:The following sections of this guide will provide an overview of 11 / 347each 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:? 該模塊的概述 An overview of the Module。? 主要學習目標(以? 表示) Key Learning Objectives (denoted by ?)。? 該模塊中提供的工具( 以?表示) A list of the available tools for that Module (denoted by ?)。 ? 以圖示方法列出八個步驟 A diagrammatic representation of the 8 stages involved。 and? “需完成的工作” 清單， 與工具相互參照 ( 以 表示) A list of “Things to Do， ” crossreferenced to the tools (denoted by )12 / 347戰(zhàn)略性經(jīng)營業(yè)績改善模式The Strategic Business Performance Improvement Model了解你的客戶，市場和產(chǎn)品Understanding your customers， markets and products了解你的企業(yè)企業(yè)宗旨和目標Understanding what business you are in Your Mission and Goals商業(yè)模式The Business Model員工授權—建立標準和文化Team Empowerment Developing standards and culture組織結(jié)構， 知識， 環(huán)境管理和技術應用戰(zhàn)略Organisational Structure， Knowledge， Environmental Management and Technology Strategies市場營銷戰(zhàn)略計劃The Strategic Marketing Plan企業(yè)系統(tǒng)化—建立制度和規(guī)則Business Independence – Creating systems and manuals反饋和不斷改進Feedback and Continuous Improvement13 / 34714 / 347八模塊企業(yè)發(fā)展階梯The 8 Module Business Development Ladder 結(jié)構， 知識， 技術和環(huán)境管理戰(zhàn)略Structure， Knowledge， Technology and Environmental Management Strategies3 1 1 1 1 1 1 1 1 1 1 1 1 1 6 1 1 1 1 1 1 5 1 1 1 1 1 1 7 1 1 1 1 1 1 4 1 1 1 1 1 1 82 1 1 1 1 1 1 了解你的客戶，市場和產(chǎn)品—制定競爭力性戰(zhàn)略Understanding Customers， Markets amp。 Products– defining the petitive strategy商業(yè)模式結(jié)構， 業(yè)務和財務計劃The Business Model – structure， business amp。 financial plan員工授權 建立標準，文化和人力資源Team Empowerment – developing standards， culture amp。 Human Resource strategies監(jiān)督和持續(xù)改進保持該過程持續(xù)進行Monitoring amp。 Continuous Improvement 企業(yè)系統(tǒng)化 建立制度和規(guī)則Business Independence – creating systems and manuals市場營銷戰(zhàn)略計劃—制定和實施 The Strategic Marketing Plan– documentation and execution了解你的企業(yè)Understanding what business you are in15 / 34716 / 347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)務的開始階段都是非常重要的。 作為咨詢顧問， 你所負責的是過程— 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令人興奮的旅程。 在這個旅程中， 客戶和咨詢顧問之間要進行雙方向互動的知識交流。 這種信息的交流過程本身同信息一樣有價值。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 oute. 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. 17 / 347各方都要了解自己在這一關系中所扮演的角色你只是咨詢項目的推動人， 而不是客戶業(yè)務的專家! All parties must understand your role in the relationship – you are the facilitator