1、顾问咨询指南Consulting Guide本企业发展顾问咨询指南适用于顾问咨询公司。它为顾问咨询公司实施咨询项目提供了详尽的指导。This report is the Business Development Consulting guide to be used by the BSPs. It sets out the Modules for BSPs to implement the consulting program.顾问咨询指南2目录TABLE OF CONTENTS背 景 BACKGROUND .4了解本指南 UNDERSTANDING THIS GUIDE .6八模块企业发展阶
2、梯 THE 8 MODULE BUSINESS DEVELOPMENT LADDER .9模块一：了解你的企业 MODULE 1: UNDERSTANDING WHAT BUSINESS YOU ARE IN .10概述 OVERVIEW .10主要学习目标 KEY LEARNING OBJECTIVES .11工具 TOOLS .12典型的模块一程序 TYPICAL MODULE 1 PROGRAM .13需完成的任务 TASKS TO BE COMPLETED.14模块二: 了解顾客、市场和产品 MODULE 2: UNDERSTANDING THE CUSTOMERS， MARKETS
3、AND PRODUCTS.29概述 OVERVIEW .29主要学习目标 KEY LEARNING OBJECTIVES .30工具 TOOLS .31典型模块二程序 TYPICAL MODULE 2 PROGRAM .33需完成的任务 TASKS TO BE COMPLETED.34模块三: 确定商业模式 MODULE 3: DEFINING THE BUSINESS MODEL.50概述 OVERVIEW .50主要学习目标 KEY LEARNING OBJECTIVES .51工具 TOOLS .52典型的模块三程序 TYPICAL MODULE 3 PROGRAM .54需完成的任务
4、TASKS TO BE COMPLETED.54需完成的任务 TASKS TO BE COMPLETED.55模块四: 员工授权 MODULE 4: TEAM EMPOWERMENT .71对企业业绩进行管理 MANAGING ORGANISATIONAL PERFORMANCE .72主要学习目标 KEY LEARNING OBJECTIVES .73工具 TOOLS .74需完成的任务 TASKS TO BE COMPLETED.77模块五: 市场营销战略计划 MODULE 5: STRATEGIC MARKETING PLAN.93概述 OVERVIEW .93主要学习目标 KEY LE
5、ARNING OBJECTIVES .94工具 TOOLS .95典型的模块五程序 TYPICAL MODULE 5 PROGRAM .97需完成的任务 TASKS TO BE COMPLETED.98顾问咨询指南3模块六: 企业系统化 MODULE 6: BUSINESS INDEPENDENCE .114概述 OVERVIEW .114主要学习目标 KEY LEARNING OBJECTIVES .116工具 TOOLS .117典型的模块六程序 TYPICAL MODULE 6 PROGRAM .119需完成的任务 TASKS TO BE COMPLETED.120模块七: 组织结构，
6、知识，环境管理和技术应用战略 MODULE 7: ORGANISATIONAL STRUCTURE， KNOWLEDGE， ENVIRONMENTAL MANAGEMENT AND TECHNOLOGY STRATEGIES.136概述 OVERVIEW .136主要学习目标 KEY LEARNING OBJECTIVES .138工具 TOOLS .139典型的模块七程序 TYPICAL MODULE 7 PROGRAM .141需完成的任务 TASKS TO BE COMPLETED.142模块八: 反馈和持续改善 MODULE 8: FEEDBACK AND CONTINUOUS IMP
7、ROVEMENT .158概述 OVERVIEW .158学习目标 LEARNING OBJECTIVES .159工具 TOOLS .160典型的模块八程序 TYPICAL MODULE 8 PROGRAM .162需完成的任务 TASKS TO BE COMPLETED.162需完成的任务 TASKS TO BE COMPLETED.163注 NOTES.179注 NOTES.180注 NOTES.181注 NOTES.182顾问咨询指南4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
8、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
9、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
10、client a relationship where the consultant earns the status of “trusted advisor” and where the knowledge and resources of both parties are used to create 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 。 这是通过在企业中实施许许多多小的措施后达到的结果。 普通和 优秀 企业的区别总是体现在这些小事情之中!The purpose of the program is t
11、o improve the performance of the business both financially and operationally. This will be achieved as a result of the many， many little things that you implement in your business. The difference between and ordinary and extra-ordinary business always lies in these little things!本项目分为八个模块The program
12、 is split into 8 Modules;1. 了解你的企业Understanding What Business You Are In;2. 了解你的客户，产品和市场Understanding Your Customers， Products and Markets;顾问咨询指南53. 商业模式The Business Model;4. 员工授权Team Empowerment;5. 市场营销战略计划The Strategic Marketing Plan;6. 企业系统化Business Independence;7. 组织结构，知识， 环境管理和技术应用战略Organizatio
13、nal Structure， Knowledge， Environment Management and Technology Strategies; and8. 反馈与持续改善Feedback and Continuous Improvement.我们建议你在按月收取客户咨询费的前提上， 全面实施本项目。 但是， 在某些情况下， 先提供本项目的部分内容可能更合适， 例如， “客户咨询会” ， 或 “优质服务 争创第一 ”的客户服务培训。We recommend that you implement the program in its entirety based on the client
14、 paying a fixed monthly fee for your services. However in some instances it may be more appropriate to offer just a few aspects of the program， for example， the Customer Advisory Session or the “Exceptional Service Leading The Pack” customer service training.本项目旨在了解企业， 提出和实施改进措施， 提供对企业所有者和员工都有实际意义的培
15、训。 本项目旨在使企业业绩得到长期, 显著的改善。The program is based on exploring the business， generating and implementing improvements and providing practical meaningful training to both the business owners and the team members. It is based on achieving significant long-term business performance improvements.顾问咨询指南6了解本指
16、南Understanding This Guide本指南旨在概述经营业绩改善项目的八个模块。This guide aims to provide an overview of the 8 Module Business Performance Improvement Program.经营业绩改善项目共分为八个模块:The Business Performance Improvement Program has been split into 8 distinct Modules:1. 了解你的企业Understanding What Business You Are In;2. 了解你的客户，
17、产品和市场Understanding Your Customers， Products and Markets;3. 商业模式The Business Model;4. 员工授权Team Empowerment;5. 市场营销战略计划The Strategic Marketing Plan;6. 企业系统化Business Independence;7. 组织结构，知识， 环境管理和技术应用战略Organisational Structure， Knowledge， Environment Management and Technology Strategies; and8. 反馈与持续改善F
18、eedback and Continuous Improvement本指南接下来的部分对每个模块进行了概述。 每个模块都由 8 个步骤组成。 本指南中还提供有图表, 以帮助咨询顾问学习和理解这一流程。此外, 有工具提供的步骤也标注有专门的符号。针对每个模块， 我们都已提供了以下的内容:The following sections of this guide will provide an overview of each of these Modules. Each Module is broken down into an eight stage process. Where possibl
19、e， throughout the guide， diagrams have been used to facilitate the learning and understanding process. In addition， symbols have been used to identify the tools used in each stage of the process. For each Module of the process， we have provided:顾问咨询指南7 该模块的概述 An overview of the Module; 主要学习目标(以表示) K
20、ey Learning Objectives (denoted by ); 该模块中提供的工具( 以表示) A list of the available tools for that Module (denoted by ); 以图示方法列出八个步骤 A diagrammatic representation of the 8 stages involved; and “需完成的工作 ” 清单， 与工具相互参照 ( 以 表示) A list of “Things to Do， ” cross-referenced to the tools (denoted by )顾问咨询指南8战略性经营业
21、绩改善模式The Strategic Business Performance Improvement Model了解你的客户，市场和产品Understanding your customers， markets and products了解你的企业企业宗旨和目标Understanding what business you are inYour Mission and Goals商业模式The Business Model员工授权-建立标准和文化Team Empowerment -Developing standards and culture组织结构， 知识， 环境管理和技术应用战略Org
22、anisational Structure， Knowledge， Environmental Management and Technology Strategies市场营销战略计划The Strategic Marketing Plan企业系统化-建立制度和规则Business Independence Creating systems and manuals反馈和不断改进Feedback and Continuous Improvement顾问咨询指南9八模块企业发展阶梯The 8 Module Business Development Ladder结构， 知识， 技术和环境管理战略St
23、ructure， Knowledge， Technology and Environmental Management Strategies3 1 1 1 1 1 1 1 1 1 1 1 1 1 6 1 1 1 1 1 1 5 1 1 1 1 1 1 7 1 1 1 1 1 1 4 1 1 1 1 1 1 82 1 1 1 1 1 1 了解你的客户，市场和产品-制定竞争力性战略Understanding Customers， Markets & Products defining the competitive strategy商业模式-结构， 业务和财务计划The Business Mode
24、l structure， business & financial plan员工授权- 建立标准，文化和人力资源Team Empowerment developing standards， culture & Human Resource strategies监督和持续改进-保持该过程持续进行Monitoring & Continuous Improvement 企业系统化- 建立制度和规则Business Independence creating systems and manuals市场营销战略计划-制定和实施 The Strategic Marketing Plan documenta
25、tion and execution了解你的企业Understanding what business you are in顾问咨询指南10模块一：了解你的企业Module 1: Understanding What Business You Are In概述Overview任何咨询业务的开始阶段都是非常重要的。 作为咨询顾问， 你所负责的是过程 -这是需要特别引起你注意的，你几乎不太可能控制结果。 你和你的客户一起开始了一个令人兴奋的旅程。 在这个旅程中， 客户和咨询顾问之间要进行双方向互动的知识交流。 这种信息的交流过程本身同信息一样有价值。The initial stage of any
26、 consulting assignment is particularly important. As the consultant you are responsible for the process it is important to note， that it is almost impossible for you to control the outcome. You and your client are embarking on an exciting journey together. During this journey， knowledge will be tran
27、sferred between both parties - the client and the consultant. The process of this information transfer is as valuable as the information itself. 各方都要了解自己在这一关系中所扮演的角色-你只是咨询项目的推动人， 而不是客户业务的专家! All parties must understand your role in the relationship you are the facilitator of the program， you are not
28、 an expert in your clients business! 一般来讲， 在项目的第一阶段， 你要收集关于客户及其业务的信息。 你还要召开你的第一次战略计划会议。 第一阶段的目的是建立客户和咨询顾问之间的关系， 并开始经营业绩改善项目的 “计划” 阶段。 Typically， during this first stage of the program you will gather information regarding your client and their business. You will also hold your 1st Strategic Planning Session. This first stage of the program is designed to develop the relationship between client and consultant and begin the “planning” stage of the Business Performance Improvement Program.
