服務(wù)利潤鏈(香港中文大學(xué))-閱讀頁
2025-02-09 16:12本頁面
【正文】 ting Them更熟悉顧客的需要及滿足顧客的方式Greater Opportunityfor Recoveryfrom Errors更多的補(bǔ)救失誤的機(jī)會(huì)HigherEmployeeSatisfaction更高的員工滿意度Higher Productivity更高的生產(chǎn)率Improved Quality of Service更佳的服務(wù)質(zhì)量MoreRepeatPurchases更多的重復(fù)購買StrongerTendency toComplain aboutService Errors更愿意抱怨服務(wù)失誤HigherCustomerSatisfaction更高的服務(wù)滿意度Lower Costs更低的成本Better Results更好的結(jié)果Customer顧客顧客Employee員工員工24Comparison to Performance MeasuresYear Avg. Growth in Revenue營業(yè)額增長Avg. Growth in Profits利潤增長Avg. Growth in Market Value市場價(jià)值增長100 Best SP 500 100 Best SP 500 100 Best SP 5001998 14% 8% 116% 6% 31% 35%1999 14% 4% 55% 9% 30% 28%2023 24% 12% 66% 21% 96% 21%2023 25% 13% 228% 9% 121% 5%Fortune’s 100 Best Places to Work versus Companies in the Standard Poor’s 500, 19982023《財(cái)富》評(píng)選的 100個(gè)最適合工作的地方對(duì)比標(biāo)準(zhǔn)普爾的 500個(gè)公司25Employee Value Equation 員工價(jià)值等式Opportunity to solve problems for customers為顧客解決問題的機(jī)會(huì)Opportunities for personaldevelopment個(gè)人發(fā)展的機(jī)遇Degree to which workgets recognized工作得到 認(rèn)可 的程度The “fairness” of myManager上司的 “公正性 ” Working with winners與成功者一起工作Appropriate pensation適當(dāng)?shù)难a(bǔ)償Jobcontinuity工作的連續(xù)性26Cycle of Employee Capability仔細(xì)地選擇員工和顧客（包括自我選擇）Careful Employee and Customer Selection(and selfSelection)高質(zhì)量培訓(xùn)HighQualityTraining精心設(shè)計(jì)的支持體系— 信息； — 設(shè)施WellDesignedSupport Systems滿足顧客需求的較高標(biāo)準(zhǔn)Greater Latitude to MeetCustomers’ Needs對(duì)員工的明確限制和期望Clear Limits on,and Expectationsof, Employees適當(dāng)獎(jiǎng)勵(lì)和經(jīng)常認(rèn)可Appropriate Rewardsand FrequentRecognition滿意的員工SatisfiedEmployees員工推薦潛在求職者Employee Referrals of Potential JobCandidatesIs attitude emphasized?Are job previews utilized?Are customers screened?Is training for job and life?Is it and important element of quality of work life?Do they reflect needs of the service encounter?Are they designed to foster relationships?Does it reflect top management “talk”?Is it enough to allow delivery of results to customers?Are employees encouraged to refer friends?Are referrals from the “best” employees given priority?Is satisfaction measured periodically?Are measurements linked to other functions on the Cycle?Are they linked to service objectives?Are they balanced between moary and nonmoary?27從優(yōu)秀到卓越? 任何從優(yōu)秀到卓越公司的最終飛躍，靠的不是市場，不是技術(shù)，不是競爭，也不是產(chǎn)品。? 在你確定將汽車開向何處之前，首先必須有合適的人在車上（不合適的人被請(qǐng)下車）。Jim Collins 永遠(yuǎn)不斷地尋找優(yōu)秀并且志同道合的員工 28Complaint Escalation Pyramid抱怨升級(jí)金字塔VicePresident副總裁Middle Management中層管理人員Frontline Service Providers一線服務(wù)人員One in two of thesestill dissatisfiedplain189。 一月 21一月 21Friday, January 22, 2023? 雨中黃葉樹，燈下白頭人。 一月 2119:38:3119:38Jan2122Jan21? 1故人江海別，幾度隔山川。 一月 21一月 2119:38:3119:38:31January 22, 2023? 1他鄉(xiāng)生白發(fā)，舊國見青山。 。 2023/1/22 19:38:3119:38:3122 January 2023? 1做前，能夠環(huán)視四周；做時(shí)，你只能或者最好沿著以腳為起點(diǎn)的射線向前。 一月 21一月 21Friday, January 22, 2023? 很多事情努力了未必有結(jié)果，但是不努力卻什么改變也沒有。 一月 2119:38:3119:38Jan2122Jan21? 1世間成事，不求其絕對(duì)圓滿，留一份不足，可得無限完美。 一月 21一月 2119:38:3119:38:31January 22, 2023? 1意志堅(jiān)強(qiáng)的人能把世界放在手中像泥塊一樣任意揉捏。 。 2023/1/22 19:38:3119:38:3122 January 2023? 1空山新雨后，天氣晚來秋。 一月 21一月 21Friday, January 22, 2023? 閱讀一切好書如同和過去最杰出的人談話。 一月 2119:38:3119:38Jan2122Jan21? 1越是無能的人，越喜歡挑剔別人的錯(cuò)兒。勝人者有力，自勝者強(qiáng)。 22 一月 20237:38:31 下午 19:38:31一月 21? 1最具挑戰(zhàn)性的挑戰(zhàn)莫過于提升自我。 2023/1/22 19:38:3119:38:3122 January 2023? 1一個(gè)人即使已登上頂峰，也仍要自強(qiáng)
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