毕博-管理咨询工具方法—2.2TeamMemberFeedbackQuestionnaire-Chinese
毕博管理咨询工具方法—2.2 Letter from owners for team feedbackChinese
经营业绩问卷–员工反馈Business Performance Questionnaire - Team Member Feedback尊敬的[姓名]如您所知，最近我们聘请了[咨询顾问名称] 来协助筹划[公司名称]未来战略发展的方向。
As you are aware we have recently appointed [Consultants’ Name]to assist us in planning the future strategic direction of [Business Name].作为整个过程的一部分，在[CAS日期]，[企业名称]将举行第一次客户咨询会议，届时将邀请一些重要的客户来就我们的业务活动提供意见。
我们认为这是增进客户了解的一个重要步骤，使我们能够达到、甚至超过他们的期望。
As part of this process, on [CAS Date], [Business Name] will be holding its first Client Advisory Session, where valued clients will be invited to provide feedback about our business. We see this as an important step in understanding our customers better so that we can meet and exceed their expectations.作为[企业名称]中非常重要的一员，我们很尊重您的经验和意见。
因此，我们希望得到您对企业的意见反馈，并邀请您参加这两次活动中的第一次活动。
As a valued team member of [Business Name]we also respect your experience and opinions. Therefore we would like to seek your feedback about our business and invite you to participate in the first of two initiatives.我们认为您对公司经营方式的意见和感受是十分重要的。
1毕博-管理咨询工具方法—Team Happiness System-Chinese
员工满意系统是一个用来评估员工意见的动态程序。
本系统旨在寻求员工在以下方面的反馈意见：The team member happiness system is a process designed to gauge the opinions of your team members on an on-going basis. The system seeks feedback on the following issues:-团队协作; team work;-个人满意度; personal satisfaction;-程流; progress; and-挑战challenges.该程序分为两个阶段。
第一阶段为企业主和/或经理向员工分发员工满意度评价表（见附录1）。
这张表格可以处理为保密文件，并将其作为一个让员工发表针对企业和团队环境方面意见或建议的渠道。
The process is divided into two stages. The first stage involves the owners and/ or managers distributing the team happiness form (see appendix 1) to the team. The form can be filled out confidentially and should provide an outlet for team members to voice any opinions or suggestions in regards to the way that the business and team environment is operating.该程序的第二阶段为员工反馈意见的合成（见附录2、3、4）。
合成后的结果应提供给员工，使其了解在一定时期内他们所取得的进展。
The second stage of the process involves the collaboration of the team feedback (see appendix 2, 3 & 4). Results should be collaborated and presented back to team members to enable them to see their progress throughout a given period.随附的附录提供了一个循序渐进的程序，只要遵循该程序，就可以获得一个较好的结果。
毕博-管理咨询工具方法—HowToDealEffectivelyWithAnUpsetCustomers-Chinese
模块：Module: 顾客服务Customer Service流程：Process: 顾客投诉Customer Complaints系统：System: 如何有效应对一个不满的顾客How to Deal Effectively With An Upset Customer系统执行人：System Champion: 所有员工All team members目标：Objectives:➢确保有效地处理顾客投诉To ensure that customer complaints are dealt with effectively➢确保顾客对企业感到满意To ensure customers are delighted with our business程序：Procedure:➢倾听，不打断顾客的谈话Listen without interrupting不管顾客表现得有多敌对、侮辱和不满，你必须毫无打断地完整地倾听其抱怨。
毫无打断地倾听也能帮助缓和顾客的情绪。
必须记录下所有关键信息。
Regardless of how hostile, abusive and upset the customer might be, you must listen fully to the complaint without interrupting. Listening without interruption will also help defuse the customer’s emotions. All vital information must be written down.➢决不要辩护Never get defensive顾客也许没有掌握所有适当的信息。
他们可能会辱骂。
他们可能会夸大。
他们可能会大声、用威胁性的语言。
即使这样，你也决不要自我辩护或开始争论。
这样，即使你对顾客的不良行为无能为力，但你能理解他们的不满，并通过不参与争论来控制自己的行为。
毕博-管理咨询工具方法—Enga...
毕博-管理咨询工具方法—Enga...第一篇：毕博-管理咨询工具方法—Engagement Letter Template-Chinese（范文模版）咨询项目信函 Engagement Letter尊敬的[姓名] 对于您决定在贵公司[公司名称]实施经营业绩改善项目（BPIP项目），我们表示感谢并致以热烈祝贺。
我们相信您一定会对项目成果感到满意。
Thank you and congratulations on your decision to proceed with the Business Performance Improvement Program for [Company Name].I am sure you will be delighted with the outcomes.正如我们已经讨论过的那样，您的投资是无条件得到保证的。
在每月的月末，我们将会听取公司方面的建议。
如果在任何时候您认为您的投资没有得到相应的价值回报，在双方同意的情况下，你方有权力要求我方退还前一个月的收费。
我们希望我们的服务不会对你们构成任何风险。
As already discussed, your investment is unconditionally guaranteed.At the end of each month we will review the advice from this firm.If at any time and at your complete discretion, you do not believe you have received value for your investment, upon mutual agreement we will refund the last month’s fee.Our intention is that the service we provide is at NO risk to yourself!经营业绩改善项目的概述Overview of the Business Performance Improvement Program 本项目的目的是在财务和运作方面改善您的经营业绩。
毕博-管理咨询工具方法—4.2TeamAdvisorySessionChecklist-Chinese
[企业名称–某公司] [Client Name – ABC Co]日期: Date:开始时间: Start Time:参会人员: Attendees:地点:Location: 结束时间: Finish Time:会前准备安排Pre – Session Arrangements✍[企业名称]拟定邀请参加员工咨询会议的人员[Client Name] to identify invitees to attend the Team AdvisorySession❑✍[企业名称]发出参加员工咨询会议的邀请[Client Name]to send out invites to Team Advisory Session ❑✍发出签有[顾问公司名称]的邀请函Send out letter of invitation to invitees signed by[Consultant Name]❑✍邀请发出一周后与参会人员确认日程安排，会议前一天再确认一次Confirm arrangements with invitees 1 week after the invitation hasbeen sent and 1 day before the session❑✍同[企业名称]一起准备员工咨询会议的问题Prepare Team Advisory Session questions with [Client Name]❑✍将会议地点安排在避免任何干扰的地方Arrange venue -neutral with no distractions✍安排点心Arrange refreshments❑o安排早茶/下午茶，有无特殊饮食要求？Morning/ Afternoon tea -any special dietary requirements? ❑✍制作姓名牌Prepare name tags ❑✍制作反馈表❑Prepare feedback forms会场布置Room Set-Up✍水杯Glasses of water ❑✍参会人员每人一份会议议程Copies of agenda for every attendee ❑✍笔和笔记本Pens and notepads ❑✍白板和白板笔Whiteboard and pens ❑✍录音设备Recording equipment ❑✍安装有演示内容的笔记本电脑(如果需要)Laptop computer with presentation loaded (if applicable)❑✍投影仪及幕布Projector and extension cords ❑✍鲜花Flowers ❑✍水果Fresh Fruit ❑✍冷饮和热饮Hot and cold refreshments ❑✍测试所有设备❑Test all equipment。
毕博-管理咨询工具方法—2.2AuthoritytoTalkDirectlyToMyTeamMembersForm-Chines
授权书AUTHORISATION员工反馈授权TEAM FEEDBACK AUTHORISATION作为经营业绩改善项目（BPIP项目）的一个组成部分，需要您的员工参与项目，并对经营业绩提供宝贵的意见。
An integral part of the Business Performance Improvement Program is to involve your team members and gather their valuable feedback on the performance of the business.为了开始这项工作，我们希望直接和您的员工联系，请他们填写员工反馈问卷。
员工反馈问卷分为两个部分：第一部分是角色评估；第二部分是询问有关客户服务、系统和文化方面的问题。
In order to begin this process we would like to contact your team members directly in order to ask them to complete Team Feedback Questionnaires. The Team Feedback Questionnaire is divided into 2 sections. Section 1 is a role evaluation and Section 2 asks questions in respect of customer service, systems and culture.我们希望得到您正式的许可，以便开始这项工作。
请阅读、填写完成这份表格，并将其寄还我们，以便我们尽快开始这项工作。
We would like to seek your formal permission to commence this process. Please read, complete and return this form to us so that we can begin this process as soon as possible.日期 DATE: [日期][咨询顾问名称] 被授权与本文件次页所列出的员工直接联系和沟通。
1毕博-管理咨询工具方法—4.5 Training Feedback Form-Chinese
外部培训反馈表EXTERNAL TRAINING FEEDBACK本反馈表用于评估你所参加的培训课程，并明确根据受训的结果，你将采取哪些改进的行动。
This feedback form is designed for you to evaluate the training course that you have attended and identify the action points that you intend to implement as a result of it.时间Date : [日，月，年][Day, Month, Year]出席Attendee:[出席者名称][Name of Attendee] 课程名称Course Title :[参加的课程名][Name of Course Attended] 部门Division : [部门名称][Name of Division]公司名称[公司培训师名称][Name of Business Trainer]部门经理[部门经理名称][Name of Division Manager]MY ACTION PLAN作为参加培训课程的成果，请在下表中按照优先顺序排列你将采取的行动，请详细注明你将采取的行动和该行动完成的具体时间。
In the table below, please prioritise the actions that you wish to implement as a result of this training course. Please detail what action you are going to take and a completion date for that action.。
1毕博-管理咨询工具方法—4.2 Team Member Invites_Chinese
员工咨询会议邀请函Team Advisory Session尊敬的[名字]如您所知，最近我们聘请了[咨询公司]来帮助筹划[企业名称]的战略方向。
As you are aware we have recently appointed [Consultants’Name]to assist us in planning the future strategic direction of [Business Name].作为[企业名称]有价值的一员，我们非常重视您的经验和意见。
所以我们希望听取您关于公司业务的反馈意见，并邀请您参加这次员工咨询会议。
As a valued team member of [Business Name]we respect your experience and opinions. Therefore we would like to seek your feedback about our business and invite you to participate in the first Team Advisory Session.本次会议将历时约两个半小时，在此期间我们想与您讨论作为一个雇主，[企业名称]是否满足或超过了您的期望，或者说还有什么不足之外。
同时，我们还想跟您讨论如何提高客户服务质量的问题。
The session will take approximately 21/2-hours, during which time we would like to discuss with you how [Business Name], as an employer, meets or exceeds your expectations, or falls short of them. We would also like to discuss your ideas on how we could improve service to our customers.[名字]，有两件重要的事情需要向您解释。
1毕博-管理咨询工具方法—How to Perform Back Up Procedures-Chinese
模块：Module: 行政管理Administration流程：Process: 计算机与互联网Computers and the Internet系统：System: 如何执行备份程序How to Perform Back-Up Procedures系统执行人：System Champion: 办公室主任，IT 经理Office Manager, IT Manager目标：Objectives:按照正确的程序备份数据To follow the correct procedure for data back-up正确执行数据备份程序Perform data back-up procedure correctly确保完整地备份数据，以避免公司的信息的流失To ensure complete data back-up integrity to safeguard against the loss of businessinformation程序：Procedure:确保所有员工已经从网络服务器退出Ensure all team members have logged out of network server打开网络服务器[插入步骤]Unlock Network Server [insert steps]确认昨晚的备份是成功的，拿走备份磁带并存在相应的档案中[插入步骤]Confirm previous night’s back up was successful, remove back-up tape and fileaccordingly [insert steps]开始备份流程[插入步骤]Begin back-up process [insert steps]退出备份程序，退出网络服务器Exit back-up program and log out of Network Server主要业绩指标Key Performance Indicators备份成功的文档Successful back-up sessions备份失败的文档Failed back-up sessions1 / 22 / 2。
毕博-管理咨询工具方法—SME-实用手册
SME实用手册SME Manual本手册指在帮助中小企业所有人在自己企业内建立操作手册。
The manual is designed to assist SME owners to implement an operations amnaul within their business.目录TABLE OF CONTENTS概述OVERVIEW (3)经营手册O PERATIONS M ANUAL (3)企业概述B USINESS O VERVIEW (6)人力资源管理HUMAN RESOURCE MANAGEMENT (10)雇佣政策E MPLOYMENT P OLICIES ....................................................................................................... 错误！未定义书签。
员工记录T EAM M EMBER R ECORDS (16)招聘和选拔R ECRUITMENT AND S ELECTION (19)业绩管理P ERFORMANCE M ANAGEMENT............................................................................................. 错误！未定义书签。
培训T RAINING (29)沟通和激励C OMMUNICATION AND M OTIVATION (32)职业健康和安全O CCUPATIONAL H EALTH AND S AFETY (35)客户服务CUSTOMER SERVICE (49)服务标准S ERVICE S TANDARDS (49)顾客选择C USTOMER S ELECTION (52)顾客反馈C USTOMER F EEDBACK (53)市场营销MARKETING (56)企业识别C ORPORATE I DENTITY (56)战略营销S TRATEGIC M ARKETING (58)公共关系P UBLIC R ELATIONS .............................................................................................................. 错误！未定义书签。
毕博-管理咨询工具方法—2.2Letterfromconsultantforteamfeedback-Chinese
经营业绩问卷－员工反馈Business Performance Questionnaire - Team Member Feedback尊敬的[姓名]如您所知，[企业名称]邀请我们和他们共同制定贵企业未来的战略发展方向。
As you will be aware, [Business Name] has asked us to work with them to develop the future strategic direction of the business作为[企业名称]有价值的员工之一，您与其它员工对本职工作的意见，以及在企业运作方面的意见，对于确定将来的战略方向至关重要。
As a valued team member of [Business Name], how you and other team members feel about your jobs and the problems you see with the way the business operates is critically important to moulding the future strategic direction.我们的观点是：员工都有着追求卓越的愿望。
他们希望能够享受工作的乐趣，希望有成就感。
因此，我们相信在如何改进经营业绩方面，能够获得您有价值的意见－因为常常是那些在企业中从事日常工作的人，对于如何改进企业的系统有着最好的想法。
We take the view that team members really do want to excel. They want to enjoy the time they spend at work, and they want to feel a sense of accomplishment. We therefore want to seek your opinions about how the business can improve since we are sure that you have valuable ideas - it is often those who have to work with the business systems everyday that have the best ideas on how to improve those systems.在随附的“经营业绩问卷－员工反馈”问卷由两个部分组成：You will notice that I have a questionnaire “Business Performance Questionnaire - Team Member Feedback.” The questionnaire has 2 sections. Let me explain.✍第一部分为“角色评估”。
毕博-管理咨询工具方法—4.2 Team Advisory Session Report
[数量]员工参加了会议
[Number] team members attended
此次会议有录音，可提供录音带
The session was audio-taped and these tapes are available
IFC-CPDF
4.2 Team Advisory Session Report
IFC-CPDF
4.2 Team Advisory Session Report
Business Performance Improvement Program
行动建议 Recommended Action Plan…
[对问题的建议 Provide recommendations to address the issues raised] [对问题的建议 Provide recommendations to address the issues raised] [对问题的建议 Provide recommendations to address the issues raised] [对问题的建议 Provide recommendations to address the issues raised]
IFC-CPDF
4.2 Team Advisory Session Report
Business Performance Improvement Program
报告摘要 Executive Summary
[详细描述员工咨询会议中出现的主要问题 Detail the major issues that were raised at the TAS] [详细描述员工咨询会议中出现的主要问题 Detail the major issues that were raised at the TAS] [详细描述员工咨询会议中出现的主要问题 Detail the major issues that were raised at the TAS] [详细描述员工咨询会议中出现的主要问题 Detail the major issues that were raised at the TAS]
毕博-管理咨询工具方法—4.6 Rewards System Action Plan-Chinese
奖励制度行动计划THE REWARDS SYSTEM ACTION PLAN实施一项能够有效地激励所有员工的奖励战略是一个难度很大的过程。
Implementing a rewards strategy that effectively motivates all team members is a difficult process.有效的奖励战略应把金钱和非金钱的奖励结合起来。
它除了要提高企业的核心价值,同时还要奖励有利于企业总体战略目标的行为和表现。
An effective rewards strategy will reward using a combination of both monetary and non-monetary rewards. It will reward behaviour and performance that supports the overall strategic goals of the business in addition to up-holding the core values.下面的部分要逐一讨论奖励战略诊断的每个问题,并提供相应的行动建议。
请参考你的“奖励战略诊断”部分，找出得分在3.5或以下的那些问题。
请参照每个问题的“行动建议”, 然后完成本练习册最后的“我的奖励战略行动计划”。
请注意, 表示在经营业绩改善项目中有相应的工具来帮助你完成工作。
The following section goes through each of the Rewards Strategy Audit questions and provides a suggested action. Please refer back to your Rewards Strategy Audit and identify those questions that you scores at 3.5 or less. Please review the “Suggested Action” for each of these questions and then complete “My Rewards Strategy Action Plan” a t the back of this workbook. Please note that the symbol indicates that a tool is available within the Business Performance Improvement Program to assist in that area.奖励战略REWARDS STRATEGY请参阅你的“奖励战略诊断”部分。
毕博管理咨询工具方法Chinaroject实用手册
x i e x目录TABLE OF CONTENTS背景Background本指南旨在为咨询顾问公司和其它商业服务机构提供技术和方法，使他们能够成功地为中小企业提供咨询服务。
This guide is designed to provide consultants and other service providers with techniques and methodologies that will enable them to embark on successful consulting engagements with small/medium size enterprises (SMEs).这里提供的资料旨在帮助咨询顾问公司能够与中小企业建立互惠的关系。
这些方法不仅可以获得“快速取胜”的效果，还能够促进咨询顾问与客户之间建立长期的关系----这是一种让咨询顾问获得“受信任的顾问”的地位的关系，是一种使双方的知识和资源汇集成一个“知识和资源库”的关系。
The materials provided，aim to enable the consultant to engage with SMEs in a mutually beneficial relationship. While the methodologies used will provide “quick wins，” the materials are designed to facilitate a long-term 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 creat e a “pool of knowledge and resources.”该项目的目的是改善企业在财务和运营这两方面的业绩。
1毕博-管理咨询工具方法—6.2 Team Member Invites to Quality Circles-Chinese
质量循环邀请函Quality Circles尊敬的[姓名]一直以来，[企业名称]都致力于满足并超越客户的要求。
我们认为，企业的员工也应该具备这种专业精神。
您的丰富经验、知识和技能，能够激发创造性思维，帮助[企业名称] 解决许多问题。
所以，我们诚邀您参加经营业绩改善项目的下一项工作－质量循环。
[Business Name] continually strives to meet and exceed the needs of its customers. We also recognise that this is just as important for our team members. Your experience, knowledge and skills can assist [Business Name] to make the correct decisions when it comes to problem solving and innovative thinking. Therefore, we would like to seek your valuable contribution in our next Business Performance Improvement initiative, Quality Circles.质量循环项目旨在帮助员工和管理人员集思广义，系统地去解决复杂问题。
我们鼓励企业各层次的员工通过非正式，但是有序的程序来参与讨论。
The Quality Circles program is designed to assist team members and managers to systematically solve complex problems and brainstorm new ideas. It encourages team members at all levels to participate using an informal yet structured process.会议的目的是展开头脑风暴，进行创造性思维，开诚布公地发表自己的看法，以帮助企业有效地解决问题，制定出创新性的战略。
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第一部份：职责评估SECTION 1: ROLE EVALUATION本部份问卷旨在使顾问公司了解您的工作职责与内容。
请尽量详细地回答每一个问题，特别是您在工作中所遇到的问题，以及您对解决这些问题的建议。
请不要局限于本问卷中每个问卷所预留的篇幅，如果不够，您可以填写在空白纸张上，然后附在本问卷的后面。
The following questions are designed to provide us with an overview of your role in the business. Please provide as much information as possible particularly when detaining your frustrations with the business and ideas for overcoming those frustrations. Please do not limit yourself to the space provided. If you require more space, attach another sheet of paper.请坦率、诚实地回答本问卷中的问题。
您的所有回答都将视为机密，不会被泄露给任何第三方。
Please be open and honest. All responses will be kept confidential.姓名Your name职位Your position in the business进入本公司工作时间How long have you worked for the business?工作汇报关系Who do you report to?是否有下属向你汇报工作？如果有，请详细说明Does anyone report to you? If yes, please provide details below_____________________________________________________________________________________________ _____________________________________________________________________________________________ _____________________________________________________________________________________________ _____________________________________________________________________________________________ _____________________________________________________________________________________________1.简要介绍您的工作性质与作用Briefly describe the nature of your role______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________2.请说明您的主要职责What are your main areas of responsibility?1._________________________________________________________________________________________2._________________________________________________________________________________________3._________________________________________________________________________________________4._________________________________________________________________________________________5._________________________________________________________________________________________3.请在下表中提供以下方面的信息：In the table below please provide details of the following:✍您所从事工作的主要职能作用;The core functions of your job;✍在完成各项工作职责时所遇到的困难与障碍The frustrations or obstacles you face in performing each of these functions; and ✍解决这些困难与障碍的建议Recommendations to solve your frustrations or obstacles.4.请列出在工作中您所遇到的三项最主要的困难What are your 3 key frustrations?1._________________________________________________________________________________________2._________________________________________________________________________________________3._________________________________________________________________________________________5.请列出在工作中，您最喜欢的三件事是什么？What 3 things do you like most about your job?1._________________________________________________________________________________________2._________________________________________________________________________________________3._________________________________________________________________________________________第二部份：客户服务、系统与文化SECTION 2: CUSTOMER SERVICE, SYSTEMS AND CULTURE本部份由四个方面组成：总体客户关注程度、系统与程序、文化与管理、产品/服务与市场。
This part of the survey is split into 4 sections – Overall Customer Focus, Systems and Processes, Culture and Management and Products/Services and Marketing.总体客户关注程度OVERALL CUSTOMER FOCUS本部份侧重于了解贵公司对客户的总体关注程度，以及对客户所持的态度。
它旨在考察客户关注度对企业运营的重要性。
This section focuses on the businesses general focus and attitude towards customers. It explores how important a customer focus is to the business.系统与程序SYSTEMS AND PROCESSES本部份旨在考察贵公司有哪些系统与程序是针对客户服务的This part of the survey examines the extent to which the business has systems and processes in place that focus on customer service.文化与管理 CULTURE AND MANAGEMENT本部份旨在考察贵公司管理风格的性质，以及其对客户关注度的影响。
This part of the survey explores the nature of the management style used in the business and the extent to which this supports a culture focused on customer.产品/服务与市场PRODUCTS / SERVICES AND MARKETING本部份旨在了解贵公司是如何进行市场营销运作，以及产品/服务的拓展，并了解在此过程中是如何与客户需要相结合的。
This section examines the organisation’s approach to marketing and product and service development and the extent to which the needs of customers are considered in these processes.。