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　首页 -> 客户服务篇
 
咨询质量控制
Control over consultation quality

■第一阶段

 

1.与客户初步洽谈

业务洽谈阶段

2.预备调查

 

 

3撰写项目建议书

 

 

4.提交及展示项目建议书

 

 

5.商务洽谈（包括组建项目组和制定咨询工作计划）

 

 

6.签订管理咨询协议（合同）

 

 

 

■第二阶段

 

1.进驻客户企业前的准备

诊断阶段

 

2.召开项目启动会

 

 

3.开展综合调查分析，明确存在的问题及其后果

 

 

4.开展专题调查分析，明确产生问题的原因

 

 

5.提出解决问题的思路和框架

 

 

6.撰写诊断报告

 

 

7.讲解和提交诊断报告

 

 

 

■第三阶段

 

1.改善方案的形成

改善方案设计阶段

2.改善方案的研讨和修订

 

 

3.改善方案的提交与汇报

 

 

 

■第四阶段

 

1.帮助客户制定实施计划

实施指导阶段

 

2.对客户进行相关培训

 

 

3.对实施中的重点部分进行辅导

 

 

4.解决实施中出现的问题，并对方案进行修改与完善

 

 

5.对实施效果进行评估

■the first phase

 

1.initial negotiation with customer

Business Negotiation

2.preparation investigation

 

 

3. project recommendation writing

 

 

4. project recommendation submission and demonstration

 

 

5. business negotiation（Project team& consultation plan）

 

 

6. sign management consultation agreement（contract）

 

 

 

■the second phase

 

1.visit preparation

Diagnose

 

2. hold a project startup conference

 

 

3. comprehensive investigation, clear existed problems and consequences

 

 

4. subject investigation conference, clear problems causes

 

 

5. problems solving ideas and framework

 

 

6.diagnose report writing

 

 

7. diagnose report explaination and submission

 

 

 

■the third phase

 

1. improvement planing formation

Planing design improvement

2. improvement planning seminar and revision

 

 

3. improvement planning submission and report

 

 

 

■the fourth phase

 

1. help customer make implementation plan

Implementation guidance

 

2. training for customer

 

 

3. important implementation points assistance

 

 

4.solve implementation problems, planning modification and consummation

 

 

5. evaluate implementation effect

 
  1. 在充分了解企业现有管理基础的前提下，制订全过程的咨询计划，并经企业主管人士确认。
  2. 咨询师每次现场辅导，均填写本中心规定的咨询记录表，对上期辅导的内容及其完成情况进行检查评价。对本期辅导的内容及要求进行明确，并经双方签字确认。
  3. 体系设计实用而有效，体系文件的定稿以企业满意认可签字为准。
  4. 体系文件定稿后，本中心技术委员会将对文件适时组织评审，并将文审意见与企业领导沟通，在达成一致情况后，再投入试运行。
  5. 体系运行中，本中心将协助企业组织两次内审，以发现体系缺陷，及时整改问题。
  6. 内审整改后，本中心技术委员会将组织一次模拟审核，对企业体系运行的符合性和可操作性基本确认后，再联系认证机构正式审核。
  7. 企业可根据合同附件（咨询人员情况反馈表）随时向我中心反馈对咨询师的评价 意见。本中心市场部、综合部有关人员亦会定期收集企业对咨询工作情况的反映，以便及时解决协调有关问题。
  • Draw up the consulting plan for the whole process which should be signed by its supervisor after making clear the enterprise’s present management base.
  • The consultant has to fill out the consulting form of every time to evaluate the completion situation of the last consultation and validate the content and requirements this time. The form should be signed by the supervisor and the consultant.
  • The system is designed applicably and effectively. The finalization of the files depends on the enterprise’ accreditation with the signature.
  • After the system files are finalized, Our technical committee will review the system files and communicate the suggestion of the review with the enterprise’s leader. When they reach an accordance, the files will be put into practice.
  • In the running process, we will help the enterprise organize two internal audit to discover the system’s defects and correct problems.
  • After the correction of the problems of internal audit, our technical committee will organize an analogue audit to validate the conformability and applicability and then to inform the certification body of the formal audit.
  • The enterprise can send a feedback to us about the assessment of the consultant’s performance by faxing the attachment of the contract (feedback sheet of consultant’s performance) or by making a call. Our relative personnel of the market and comprehensive departments will collect the enterprise’s suggestion about our consultation periodically so as to solve and associate the problems in time.
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