【正文】 .......................................10 公共責(zé)任............................................................................................................................10 a) 履行公司運(yùn)營(yíng)和服務(wù)過(guò)程的公共責(zé)任....................................................................................10 b) 對(duì)公眾關(guān)注點(diǎn)保持敏感、積極采取應(yīng)對(duì)措施........................................................................13 道德行為............................................................................................................................14 公益支持............................................................................................................................15 戰(zhàn)略 ..........................................................................................................................................17 戰(zhàn)略制定...............................................................................................................................18 a）確定科學(xué)的戰(zhàn)略規(guī)劃區(qū)間，編制完善的戰(zhàn)略制定流程 .......................................................18 b) 公司戰(zhàn)略制定中的SWOT分析 ................................................................................................19 c) 關(guān)鍵戰(zhàn)略目標(biāo)和時(shí)間表............................................................................................................22 d) 公司戰(zhàn)略調(diào)整 ...........................................................................................................................26 戰(zhàn)略部署...............................................................................................................................28 戰(zhàn)略規(guī)劃的制定與部署....................................................................................................28 a) 戰(zhàn)略規(guī)劃的制定和展開............................................................................................................28 b）資源配置...................................................................................................................................31 c) 績(jī)效監(jiān)控 ...................................................................................................................................32 績(jī)效預(yù)測(cè).............................................................................................................................33 1 自我評(píng)價(jià)報(bào)告 目錄 顧客與市場(chǎng) .............................................................................................................................37 顧客和市場(chǎng)的了解...............................................................................................................37 a) 顧客群和細(xì)分市場(chǎng)....................................................................................................................37 b) 采用不同方法，針對(duì)性了解顧客需求和期望........................................................................39 c) 評(píng)價(jià)、改進(jìn)對(duì)了解顧客的需求和期望的方法........................................................................41 顧客關(guān)系與顧客滿意...........................................................................................................41 顧客關(guān)系的建立................................................................................................................41 a) 建立顧客關(guān)系 ...........................................................................................................................41 b) 構(gòu)建顧客查詢信息、交易、投訴的溝通渠道，及時(shí)解決顧客需求....................................43 c) 投訴管理 ...................................................................................................................................45 d) 不斷研究、改進(jìn)與顧客關(guān)系的建立方法................................................................................47 顧客滿意的測(cè)量................................................................................................................48 a) 測(cè)量顧客滿意度........................................................................................................................48 b) 跟蹤產(chǎn)品和服務(wù)的質(zhì)量，獲得及時(shí)和可用的反饋信息........................................................51 c) 通過(guò)獲得和使用競(jìng)爭(zhēng)對(duì)手的顧客滿意信息，提升公司競(jìng)爭(zhēng)優(yōu)勢(shì)........................................51 d) 結(jié)合公司戰(zhàn)略，完善測(cè)量顧客滿意程度的方法....................................................................51 資源 .........................................................................................................................................52 人力資源...............................................................................................................................52 工作系統(tǒng)............................................................................................................................52 a) 工作的組織和管理....................................................................................................................52 b) 員工績(jī)效管理系統(tǒng) ...................................................................................................................55 員工的學(xué)習(xí)和發(fā)展............................................................................................................58 a) 員工的教育、培訓(xùn)....................................................................................................................58 b) 員工的職業(yè)發(fā)展 .......................................................................................................................64 員工的權(quán)益與滿意程度....................................................................................................65 a) 工作環(huán)境 ...................................................................................................................................65 b) 對(duì)員工的支持和員工滿意程度 ...............................................................................................67 員工的能力........................................................................................................................69 財(cái)務(wù)資源...............................................................................................................................71 基礎(chǔ)設(shè)施.....................................................................................