【正文】 IAP 可以對企業(yè)的贏利能力產(chǎn)生立竿見影的作用， 例如， 提高價(jià)格。 要切記， 是客戶在實(shí)施這些行動(dòng)， 而不是你。Make sure that you identify some “Immediate Action Points” (IAPs). These are items that the client should implement in their business as soon as possible. Some of the IAPs should have an immediate impact on the profitability of the business . increase prices. Remember that the emphasis should be on the client performing the action， not you.22 / 183 給客戶準(zhǔn)備包含 IAP 的戰(zhàn)略計(jì)劃會(huì)議報(bào)告Prepare Strategic Planning Session report for client with IAPs assigned? 會(huì)議之后， 你需要向客戶提供一份報(bào)告。 這份報(bào)告要把這幾天的事件寫出”簡要總結(jié)”。 它包括:After the session you will need to provide a report for the client. The report should provide an “Executive Summary” of the days events. It includes:? 給客戶的祝賀函；Congratulations letter for the client；? 簡要總結(jié)；Executive Summary；? 立即行動(dòng)點(diǎn)；Immediate Action Points；? 月度會(huì)議安排； Schedule of monthly meetings；? 小組會(huì)議的計(jì)劃日期；Scheduled date for team meeting；? 所有提出的問題的詳細(xì)內(nèi)容， 參閱行動(dòng)清單；Details of all the issues raised， crossreferenced to the action list；? 相互承諾聲明；Mutual Commitment statements； and? 詳細(xì)的行動(dòng)清單， 與你所提供的產(chǎn)品，以及 BPIP 項(xiàng)目中的相關(guān)模塊相結(jié)合。A detailed action list crossreferenced to the products you offer and the relevant 23 / 183Module of the BPIP program.? 行動(dòng)清單應(yīng)當(dāng)非常具體， 并分解為短期行動(dòng)， 如， IAP，和長期行動(dòng)。The action list should be specific and split into shortterm . IAPs and longerterm actions.? 報(bào)告的模本已提供請參見 “第一次戰(zhàn)略計(jì)劃會(huì)議報(bào)告” 模本。A template for the report has been provided – please refer to “1st Strategic Planning Session Report” template.? 報(bào)告應(yīng)當(dāng)在會(huì)議之后的 7 天內(nèi)送給客戶。 并記住在報(bào)告發(fā)出的一兩天后給客戶打電話確認(rèn)他們收到了該報(bào)告。The report should be sent to the client within 7 days of the session. Ensure that you call the client a couple of days after sending the report to ensure that they received it.24 / 183 建立持續(xù)的關(guān)系基礎(chǔ)， 并將合作函發(fā)給客戶Establish the basis of the ongoing relationship and send an Engagement Letter to the client.? 在計(jì)劃討論會(huì)期間，你將確立起你和客戶的持續(xù)合作關(guān)系的特點(diǎn)。During the Planning Session you will have established with your client the nature of your ongoing relationship. ? 持續(xù)性關(guān)系有兩種形式。 你或者會(huì)使客戶接受全部的 BPIP 計(jì)劃， 或是會(huì)把一些服務(wù)捆綁在一起， 例如， CAS， TAS， 或者 “優(yōu)質(zhì)服務(wù)—爭創(chuàng)第一 ” 培訓(xùn)等。Two alternatives exist for the ongoing relationship. You will either have engaged the client in the full BPIP program or you will have bundled some services together such as the CAS， TAS or “Exceptional Service – Leading The Pack” seminar.? 理想的情況是， 你應(yīng)當(dāng)把合作函與第一次戰(zhàn)略計(jì)劃會(huì)議的報(bào)告一起送給客戶。 這個(gè)工作必須在客戶對這次會(huì)議還記憶猶新的時(shí)候完成， 大約在會(huì)后的 45 天內(nèi)。Ideally you should send the Engagement Letter with the 1st Strategic Planning Session Report. This must be done while the session is still fresh in the clients’ mind， approximately 45 days after the session.? 你需要以合作函的方式來確認(rèn)你的安排。 請參見 “合作函” 模本的樣稿。 該文件包括下列內(nèi)容:You will need to confirm your arrangement using an Engagement Letter. Please refer to the sample “Engagement Letter” template 25 / 183provided. This letter contains the following:? 你和客戶將一起從事的工作的大綱；An outline of the work you will be doing together；? 雙方認(rèn)可的費(fèi)用 (有可能的情況下， 應(yīng)當(dāng)安排客戶以直接銀行轉(zhuǎn)帳的方式付款)The fees you have agreed upon (where possible you should try to arrange for payment to be made by direct bank transfer)；? 雙方相互承諾聲明；Your mutual mitment statements； and；? 你的權(quán)力與義務(wù)。Your terms and conditions. 一兩天后與客戶就此事做進(jìn)一步的聯(lián)系。Follow up with the client a couple of days later.26 / 183 與你的小組成員一起交流 SPS 的結(jié)果Communicate outes of SPS to your team members? 這個(gè)階段只適用于那些需要有其他咨詢顧問一起參與工作的顧問。This stage is only applicable to those consultants that have other team members working with them.? 讓你的小組成員了解第一次戰(zhàn)略計(jì)劃會(huì)議的結(jié)果是很重要的。 在 BPIP 項(xiàng)目實(shí)施的初期， 這一點(diǎn)尤其重要。 你的小組成員需要了解該項(xiàng)目的接受程度如何。 這會(huì)給他們動(dòng)力把整個(gè)項(xiàng)目一體化，并考慮其他客戶是否會(huì)對這種新的服務(wù)感興趣。It is important to keep your team informed on the outes of the 1st Strategic Planning Session. This is particularly important during the early days of the implementation of the BPIP program. Your team members will need to hear how well the program is being received. This will give them the motivation to integrate the program and think of other clients who would be interested in the new services.? 這種會(huì)議還應(yīng)當(dāng)被用來激發(fā)如何改進(jìn)該項(xiàng)目的思路。The meeting should also be used to generate ideas on how to improve the program.? 要為這次會(huì)議準(zhǔn)備議程。 議程內(nèi)容應(yīng)包括:An agenda should be prepared for the meeting. Agenda items should include”? 客戶背景；Background of the client；? 與該客戶的第一次聯(lián)系是如何形成的；How contact was first established with this 27 / 183client；? 會(huì)議期間提出的問題； The items raised during the session；? 確認(rèn)的行動(dòng)要點(diǎn)；The identified action points；? 持續(xù)關(guān)系的特點(diǎn)；The nature of the ongoing relationship； and? 頭腦風(fēng)暴提出的新想法。Brainstorming for ideas.? 請參見 “小組計(jì)劃會(huì)議情況匯報(bào)” 議程。Please refer to “Team Planning Session Debrief” Agenda.28 / 183 做出今后 12 個(gè)月的客戶計(jì)劃安排Schedule client program for the next 12 months? 把戰(zhàn)略計(jì)劃會(huì)議報(bào)告和合作函發(fā)給客戶。Send the Strategic Planning Session Report and Engagement Letter to the client.? 把安排好的今后 12 個(gè)月的日期包括在計(jì)劃中；Include details of scheduled dates for the next 12 months including：? 每月的 2 個(gè)小時(shí)的 BPIP 戰(zhàn)略管理會(huì)議；The monthly 2 hour BPIP Strategic Management Meeting；? 第一次小組簡要會(huì)議；The 1st team briefing session；? 第一次客戶咨詢會(huì)；The first Customer Advisory Session；? 員工咨詢會(huì)The Team Advisory Session； and? 優(yōu)質(zhì)服務(wù)—爭創(chuàng)第一培訓(xùn)Exceptional Service – Leading The Pack training.? 在自己的工作日記上標(biāo)出這些日期。Diarise these dates in your own diary.29 / 183模塊二:了解顧客、市場和產(chǎn)品Module 2: Understanding the Customers， Markets and Products概述Overview顧客的反饋極其重要。 銷售是企業(yè)的生命線， 銷售的增加對企業(yè)的增長至關(guān)重要。Feedback from customers is extremely important. Sales are the lifeblood of any anisation and increasing the level of sales generated is vital to growing the business.在模塊二里， 你需要開始同企業(yè)的顧客交談，了解他們對企業(yè)及其運(yùn)作的真正感受。 如果我們花足夠的時(shí)間去詢問， 顧客是非常樂于告訴我們他們對企業(yè)喜歡和不喜歡的方面。 這些信息將成為你要進(jìn)行的企業(yè)改善的基礎(chǔ)。 During Module 2 you will need to begin talking to the clients’ customers to find out how they really feel about what the business does and how they do it. Customers are