中小企業(yè)發(fā)展問(wèn)題與對(duì)策探微

1、中小企業(yè)發(fā)展問(wèn)題與對(duì)策探微 中小企業(yè)發(fā)展問(wèn)題與對(duì)策探微(19800字) 摘 要：近年來(lái)，中小企業(yè)提供的就業(yè)機(jī)會(huì)約占全社會(huì)的八成以上，外貿(mào)出口占全國(guó)的2/3以上，其中輕工、紡織、服裝、玩具、五金等方面的出口產(chǎn)品，幾乎全部是它們提供的。湖南作為中國(guó)中南五省經(jīng)濟(jì)發(fā)展的橋頭堡，中小企業(yè) .中小企業(yè)發(fā)展問(wèn)題與對(duì)策探微(字)摘 要：近年來(lái)，中小企業(yè)提供的就業(yè)機(jī)會(huì)約占全社會(huì)的八成以上，外貿(mào)出口占全國(guó)的2/3以上，其中輕工、紡織、服裝、玩具、五金等方面的出口產(chǎn)品，幾乎全部是它們提供的。湖南作為中國(guó)中南五省經(jīng)濟(jì)發(fā)展的橋頭堡，中小企業(yè)的發(fā)展將起到不可忽視的巨大作用。在我國(guó)深化經(jīng)濟(jì)改革，經(jīng)濟(jì)結(jié)構(gòu)面臨重大轉(zhuǎn)型的歷史時(shí)

2、期，中小企業(yè)的發(fā)展戰(zhàn)略研究起到至關(guān)重要的作用。本文從湖南中小企業(yè)發(fā)展現(xiàn)狀，湖南中小企業(yè)發(fā)展戰(zhàn)略以及中小企業(yè)發(fā)展制約因素等方面為湖南中小企業(yè)管理提出一些建議，以期促進(jìn)湖南中小企業(yè)發(fā)展步入良性循環(huán)。關(guān)鍵詞：中小企業(yè)；湖南；戰(zhàn)略發(fā)展；Exploration on Strategies and Problems of Development of Hunan Small and Medium EnterprisesAbstract：Recently，the employment opportunities which offered by the small and medium enterprise

3、s have occupied 80% of  the whole society ， exports have accounted for the countrys 2 / 3, in which light industry, textiles, clothing, toys, hardware, etc., almost all are provided by the small and medium enterprises. Hunan province , as an extremely important part of economical development of

4、 central south area ,the development of small and medium enterprises will play a very vital role. In the age of our country to deepen economic reform, and also ,economic structure of the historical period of major restructuring, the development of strategic management of small and medium enterprises

5、 play a crucial role. This paper is going to make a series of recommendations which concerned on the situation of Hunan small and medium enterprises ,the constraints of development of Hunan small and medium enterprises ,to promote the Hunan small and medium enterprises into a vicious circle.Key Word

6、s: Small and medium enterprises; Hunan province ; Strategic development 摘 要改革開(kāi)放以來(lái)，加工貿(mào)易在我國(guó)不斷發(fā)展壯大，逐漸成為我國(guó)對(duì)外貿(mào)易中的主導(dǎo)貿(mào)易方式，對(duì)拉動(dòng)經(jīng)濟(jì)起到了重要作用。但加工貿(mào)易發(fā)展存在著一系列的矛盾和問(wèn)題。本文寫(xiě)作的宗旨主要就是為了在對(duì)加工貿(mào)易進(jìn)行研究和探討的基礎(chǔ)上，找出加工貿(mào)易問(wèn)題的“癥結(jié)”所在，以便采取切實(shí)可行的政策措施，充分發(fā)揮加工貿(mào)易在我國(guó)外貿(mào)以及整個(gè)國(guó)民經(jīng)濟(jì)中的重要作用。我國(guó)的加工貿(mào)易發(fā)展水平總體上比較低，一些項(xiàng)目存在著低水平重復(fù)建設(shè)的情況。使用國(guó)產(chǎn)料件較少，主要依賴(lài)進(jìn)口

7、料件的局面未得到根本改變；我國(guó)加工貿(mào)易現(xiàn)有的管理方式不能完全適應(yīng)加工貿(mào)易的迅猛發(fā)展，管理水平較低；一些不法廠商利用加工貿(mào)易大肆進(jìn)行走私、逃套匯和騙退稅，造成國(guó)家稅收大量流失，對(duì)我國(guó)外貿(mào)和國(guó)民經(jīng)濟(jì)健康發(fā)展產(chǎn)生了不良影響。 總之，在當(dāng)前特定的國(guó)際、國(guó)內(nèi)環(huán)境下，加工貿(mào)易的發(fā)展既存在機(jī)遇又面臨挑戰(zhàn)。特別是隨著經(jīng)濟(jì)全球化，對(duì)外貿(mào)易備受矚目，因此對(duì)加工貿(mào)易進(jìn)行深入研究與分析也顯得尤為重要。關(guān)鍵詞：加工貿(mào)易；技術(shù)；對(duì)外貿(mào)易；可持續(xù)發(fā)展AbstractSince the reform to open ,the processing trade is continuously developing strong

8、ly in our country, and gradually became a predominance method of our foreign trade, which is an important fuction to rise the economy.The processing trade development exits many problems.The purpose to write this text is finding out the " key sticking point" place of the processing trade p

9、roblem after the deep research of the processing trade. After that we can found out the in order to adopt slice solid viable policy measure, well develop processing trade outside our country trade and whole national economies of important function. The level of our processing trade development is lo

10、wer.Some item develops in low level.The usage of the national product anticipates less, the situation of counting on imports anticipate is not changed at all.The current management to the processing trade in our country cant adapt to the fast fierce development of the processing trade completely, wh

11、ich level is lower.Some illegal businessmen make use of the processing trade to smuggle, escape the arbitrage with the rebate,which result in that a large quantity national tax run off.These produce the bad influence to our country foreign trade and the national economy development. In fine, under t

12、his current particular nations, local environment, the development of the processing trade exit both the opportunity and the challenge.With the economic getting wider, the foreign trade has to be paid more attention.So proceeding thorough the research of the processing trade seems to be particularly

13、 important now. Key words：The processing trade；Technique；Foreign trade；Sustainable development    字  摘要：本文闡述了物聯(lián)網(wǎng)的相關(guān)概念，根據(jù)農(nóng)產(chǎn)品安全所特有的環(huán)境，剖析了農(nóng)產(chǎn)品安全問(wèn)題所存在的原因，在對(duì)國(guó)內(nèi)外物聯(lián)網(wǎng)發(fā)展現(xiàn)狀及物聯(lián)網(wǎng)在農(nóng)產(chǎn)品安全中的具體應(yīng)用的研究的基礎(chǔ)上，分析了物聯(lián)網(wǎng)在農(nóng)產(chǎn)品安全中的發(fā)展中面臨的相關(guān)問(wèn)題，并且基于這些問(wèn)題提出措施與建議，最后對(duì)物聯(lián)網(wǎng)在農(nóng)產(chǎn)品安全中的應(yīng)用前景做了一下展望。關(guān)鍵詞：物聯(lián)網(wǎng)；農(nóng)產(chǎn)品安全；物聯(lián)網(wǎng)技術(shù)The Research On

14、 The Application Of Internet Of Things In Agriculture Products SecurityAbstract: This paper expounds the concepts of thing networking, according to the environment of farm produce safety peculiar farm produce safety problems; this paper analyzes the existing reason, and in the light of these reasons

15、, puts forward relevant countermeasures. Understand that current development at home and abroad and physical network farm produce safety system network in the specific application, It analyzed the content of farm produce safety system network in the development of the key and facing problems, And it

16、 based on these measures and Suggestions of things, finally, made a prospect of farm produce safety system network in application prospect. Key words: the Internet of things；Agriculture Products Security；Technology of Internet of things目  錄     字摘要：    1關(guān)鍵字：&n

17、bsp;   1一、物聯(lián)網(wǎng)的相關(guān)概念    2（一）物聯(lián)網(wǎng)概念的產(chǎn)生與發(fā)展    2（二）物聯(lián)網(wǎng)的定義    2（三）體系結(jié)構(gòu)    3二、農(nóng)產(chǎn)品安全問(wèn)題    3（一）我國(guó)農(nóng)產(chǎn)品安全問(wèn)題的現(xiàn)狀    3（二）我國(guó)農(nóng)產(chǎn)品安全問(wèn)題存在的問(wèn)題及表現(xiàn)    3（三）解決我國(guó)農(nóng)產(chǎn)品安全問(wèn)題的對(duì)策    51.轉(zhuǎn)變農(nóng)業(yè)發(fā)展模式，強(qiáng)化源頭管理&nbs

18、p;   52.完善我國(guó)農(nóng)產(chǎn)品質(zhì)量安全預(yù)警機(jī)制    53.加快與國(guó)際標(biāo)準(zhǔn)接軌，建設(shè)我國(guó)食品安全標(biāo)準(zhǔn)體系    54.加強(qiáng)對(duì)環(huán)境農(nóng)藥污染問(wèn)題的監(jiān)管，充分發(fā)揮消費(fèi)者的監(jiān)督作用    65.積極推動(dòng)農(nóng)業(yè)標(biāo)準(zhǔn)化建設(shè)的實(shí)施，規(guī)范農(nóng)藥和獸藥的使用管理    66.發(fā)展生態(tài)農(nóng)業(yè)，走生態(tài)種植和養(yǎng)殖的“綠色道路”    6 三、物聯(lián)網(wǎng)在農(nóng)產(chǎn)品安全上應(yīng)用的現(xiàn)狀    6（一）農(nóng)副食品安全&n

19、bsp;   6（二）農(nóng)業(yè)信息傳送    7（三）智能化培育控制    7四、物聯(lián)網(wǎng)技術(shù)在農(nóng)產(chǎn)品安全中應(yīng)用的發(fā)展現(xiàn)狀    7（一）應(yīng)用物聯(lián)網(wǎng)技術(shù)實(shí)施農(nóng)產(chǎn)品生產(chǎn)智能管理的作用    7（二）應(yīng)用物聯(lián)網(wǎng)技術(shù)實(shí)施農(nóng)產(chǎn)品生產(chǎn)智能管理存在的困難    8（三）應(yīng)用物聯(lián)網(wǎng)技術(shù)實(shí)施農(nóng)產(chǎn)品生產(chǎn)智能管理的重點(diǎn)領(lǐng)域    8（四）農(nóng)產(chǎn)品生產(chǎn)智能監(jiān)控的典型模式：葡萄園智能管理系統(tǒng)   

20、9五、物聯(lián)網(wǎng)在農(nóng)產(chǎn)品安全上應(yīng)用的措施與建議    9六、物聯(lián)網(wǎng)在我國(guó)農(nóng)產(chǎn)品安全上的發(fā)展與展望    10（一）物聯(lián)網(wǎng)在農(nóng)產(chǎn)品安全上發(fā)展重點(diǎn)    10（二）物聯(lián)網(wǎng)發(fā)展趨勢(shì)    10七、結(jié)束語(yǔ)    10參考文獻(xiàn)    11致    謝    12  內(nèi)容摘要伴隨著我國(guó)經(jīng)濟(jì)的快速發(fā)展，社會(huì)各階層之間的利益沖突時(shí)而突顯，社會(huì)群體性事件、危機(jī)事件在顯示

21、出政府公信力受到部分質(zhì)疑的同時(shí)，也反映出公民表達(dá)自身利益方式的欠妥和參政議政方式的不當(dāng)。不同社會(huì)階層的公民通過(guò)不同方式表達(dá)自身利益的訴求，讓我們欣喜地看到了公民參政議政積極性的提高和國(guó)家政治民主的進(jìn)步。引起了我們對(duì)如何完善和保障公民參政議政制度的措施的探究本文試圖從公民參政議政的現(xiàn)狀及其中存在的問(wèn)題出發(fā)。就公民參政議政的現(xiàn)狀而言，我國(guó)公民參政議政積極性普遍較低，原因主要有公民民主意識(shí)較為薄弱；表達(dá)意愿的渠道仍然較窄；腐敗現(xiàn)象影響公民參政議政的信心等。對(duì)此本文提出了制度中的可完善和可執(zhí)行方面的建議，力圖從制度的保障中提升公民參政議政的積極性和方式選擇的正確性，以此促進(jìn)社會(huì)和諧、公民主人翁意識(shí)的增

22、強(qiáng)和政府行政效率的提高。關(guān)鍵字：公民 參政議政 制度思考目錄  9000字一、公民參政議政的概念及意義 1二、我國(guó)公民參政議政的現(xiàn)狀及原因分析 4三、美國(guó)的民意調(diào)查制度及對(duì)我國(guó)的啟示 6四、完善我國(guó)公民參政議政制度的思考 8（一）立法方面 8 （二）司法方面 9（三）行政方面 9五、結(jié)語(yǔ) 12參考文獻(xiàn) 13  太平人壽某分公司營(yíng)銷(xiāo)策略研究(字)摘 要：本文從營(yíng)銷(xiāo)管理的角度出發(fā)，在分析了目前公司所處的外部環(huán)境和內(nèi)部環(huán)境，確定了太平人壽郴州分公司的發(fā)展策略和發(fā)展目標(biāo)。根據(jù)本地區(qū)消費(fèi)者的特點(diǎn)

23、進(jìn)行了市場(chǎng)細(xì)分，在分析公司自身情況和各個(gè)細(xì)分市場(chǎng)的市場(chǎng)潛力后，選擇了目標(biāo)市場(chǎng)，并對(duì)公司形象和產(chǎn)品進(jìn)行了定位。在此基礎(chǔ)上，提出了完整的市場(chǎng)營(yíng)銷(xiāo)組合策略，從目標(biāo)市場(chǎng)、險(xiǎn)種、價(jià)格、營(yíng)銷(xiāo)渠道和促銷(xiāo)五個(gè)方面提出了具體的實(shí)施意見(jiàn)和建議。希望通過(guò)這次研究，能為太平人壽郴州分公司營(yíng)銷(xiāo)提供幫助。關(guān)鍵詞：人壽保險(xiǎn)  營(yíng)銷(xiāo)  策略Peace Life Chen Zhou Branch Marketing Strategy ResearchAbstract :This paper, from marketing management point of view, in the analysis o

24、f the current company locates the internal environment and external environment of the peace life, determines the development strategy of Chen Zhou branch and development goals. According to the characteristics of the region on the consumer market segment, by analyzing the company itself and the mar

25、ket potential of each segment market, select the target market, and the companys image and product positioning. Based on this, puts forward the complete market marketing mix strategy, from target market, coverage, price, marketing channels and promotion puts forward five specific implementation opin

26、ions and Suggestions. Hope that through this research for peace life Chen Zhou branch, marketing to offer help. Keywords: life insurance  marketing  strategy摘    要物流設(shè)施布局問(wèn)題一直吸引著學(xué)術(shù)界和工業(yè)界的相關(guān)人員不斷的進(jìn)行探索和研究。對(duì)于針織制衣企業(yè)來(lái)講，在其內(nèi)部物流設(shè)施布局問(wèn)題的解決過(guò)程中，往往要在較短的時(shí)間內(nèi)確定布局的設(shè)計(jì)和改善方案。在針織制衣企業(yè)內(nèi)部物流得到改善、空間利用率得到

27、提高的同時(shí)也會(huì)帶來(lái)相關(guān)的施工、人工和直接生產(chǎn)損失等費(fèi)用。因此，針織制衣企業(yè)內(nèi)部物流設(shè)施布局改善同時(shí)也要付出一定的代價(jià)，如何找到一種科學(xué)有效的方法能夠快速解決設(shè)施布局問(wèn)題至關(guān)重要。本文研究的是如何利用物流設(shè)施布局常用的SLP方法來(lái)設(shè)計(jì)和改善某針織制衣企業(yè)內(nèi)部物流設(shè)施布局。針織制衣企業(yè)車(chē)間布局的設(shè)計(jì)和改善問(wèn)題是一個(gè)優(yōu)化問(wèn)題，在現(xiàn)實(shí)問(wèn)題的解決中存在各種限制條件和初始狀態(tài)。本文針對(duì)某一具體的針織制衣企業(yè)內(nèi)部物流設(shè)施布局所出現(xiàn)的問(wèn)題，運(yùn)用設(shè)施規(guī)劃和物流分析中的SLP原理，來(lái)進(jìn)行針織制衣企業(yè)內(nèi)部物流設(shè)施布局的改善工作。首先，從該針織制衣企業(yè)內(nèi)部物流設(shè)施布局現(xiàn)狀入手，運(yùn)用從至表進(jìn)行物流分析；然后，綜合考慮作

28、業(yè)單位間物流與非物流的相互關(guān)系，確定作業(yè)單位之間的相互關(guān)系；接著，根據(jù)物流相關(guān)表與作業(yè)單位相互關(guān)系表，繪制作業(yè)單位位置相關(guān)圖和面積相關(guān)圖，由此得到改善方案；最后，考慮各種相關(guān)影響因素，對(duì)所得到的改善方案進(jìn)行修正、比較，選出最優(yōu)改善方案，從而對(duì)該針織制衣企業(yè)內(nèi)部物流設(shè)施的布局進(jìn)行重新現(xiàn)劃和設(shè)計(jì)，使企業(yè)內(nèi)部車(chē)間做到物流順暢、運(yùn)輸路線最短、縮短生產(chǎn)周期和降低生產(chǎn)成本。 關(guān)鍵詞：針織制衣企業(yè)，物流設(shè)施布局，系統(tǒng)布置設(shè)計(jì)（SLP） ABSTRACTLogistics facilities layout has been attracting academia and industry officials

29、 continued to explore and research. The terms of knitting and garment enterprises, logistics facilities in its internal layout of the settlement process, often in a short period of time determined to improve the design and layout of the programme. Knitting and garment enterprises in the improvement

30、of logistics, improve the utilization of space at the same time will also have a related construction, artificial and direct costs such as loss of production. Therefore, knitting and garment enterprises internal layout to improve logistics facilities at the same time, pay a price, how to find a scie

31、ntific and effective way to quickly resolve the crucial issue of distribution facilities. This paper is how to make use of logistics facilities used the layout of the SLP approach to design and the knitted garment enterprises to improve internal logistics facilities layout. Knitting and garment ente

32、rprises workshop to improve the design and layout of the problem is a optimization problem, in reality the settlement of the issue in all kinds of restrictions and initial state. In this paper, a specific knitting and garment enterprises logistics facilities by the problems in the layout, use of fac

33、ilities planning and logistics of the SLP in principle, knitting and garment enterprises to carry out the internal layout of the logistics infrastructure improvements. First of all, knitting and garment enterprises from the internal layout of the status quo logistics facilities start to use from the

34、 table logistics analysis and then, considering the logistics of operating units and the relationship between the non-logistics, operations determine the relationship between the units; Then, according to Table and related logistics units operating relationship between the table and draw plans relat

35、ed to operating unit location and size of the relevant plans, the resultant improvement programmes; Finally, considering all relevant factors, to get the amendments to improve the programme, compared to the most You improve the programme, which the knitting and garment enterprises logistics faciliti

36、es are now re-zoned layout and design, so that enterprises within the workshop to smooth the logistics, transport routes as soon as possible to shorten the production cycle and reduce production costs. Key words：Knitting and garment enterprises, logistics facilities layout, the system layout design

37、(SLP) 目   錄    字中文摘要    ABSTRACT    1緒論    1  1.1國(guó)內(nèi)外的研究現(xiàn)狀    1  1.2研究背景    2  1.3主要研究?jī)?nèi)容    32 物流設(shè)施布局規(guī)劃與SLP方法概述    42.1 物流設(shè)施布局規(guī)劃    42.1

38、.1 布局設(shè)計(jì)的范疇    4    2.1.2 布局的類(lèi)型    52.1.3 布置的一般過(guò)程    52.2 SLP方法概述    6    2.2.1 SLP方法的產(chǎn)生及應(yīng)用    62.2.2 SLP方法的步驟    72.2.3 SLP方法的特點(diǎn)    83某針織制衣企業(yè)內(nèi)部物流設(shè)施的布局現(xiàn)狀分析  

39、;  103.1 該針織制衣企業(yè)內(nèi)部物流設(shè)施布局現(xiàn)狀    10 3.2存在問(wèn)題及改進(jìn)思路    103.3 所用SLP方法的相關(guān)基礎(chǔ)理論    113.3.1 作業(yè)單位綜合相互關(guān)系表    113.3.2 作業(yè)單位位置相關(guān)圖    123.3.3 作業(yè)單位面積相關(guān)圖    133.3.4 方案的評(píng)價(jià)與選擇    134 運(yùn)用SLP方法求解   

40、154.1 生產(chǎn)現(xiàn)場(chǎng)物流分析    15  4.2 繪制物流強(qiáng)度等級(jí)表    174.3 計(jì)算作業(yè)單位綜合相互關(guān)系    194.4 繪制作業(yè)單位位置相關(guān)圖    214.4.1 作業(yè)單位綜合接近程度的計(jì)算    214.4.2作業(yè)單位位置相關(guān)圖的繪制    224.5 繪制作業(yè)單位面積相關(guān)圖    234.6 方案評(píng)優(yōu)    255 結(jié)論&nbs

41、p;   26參考文獻(xiàn)    27 不同行業(yè)上市公司投資行為比較分析(選題審批表,任務(wù)書(shū),開(kāi)題報(bào)告,中期檢查報(bào)告,畢業(yè)論文字)摘  要：本文以2008年前滬深上市的公司為樣本,運(yùn)用投資中的應(yīng)收賬款、存貨、固定資產(chǎn)和長(zhǎng)期股權(quán)投資占總資產(chǎn)比率來(lái)比較不同行業(yè)上市公司差異的方法,研究了不同行業(yè)上市公司的四種比率對(duì)投資行為的影響,在最后提出優(yōu)化不同行業(yè)上市公司投資行為的對(duì)策。例如建筑業(yè)的優(yōu)化對(duì)策是建立信用雙向擔(dān)保制度,減少應(yīng)收賬款、壞賬,產(chǎn)業(yè)發(fā)展的速度與市場(chǎng)需求保持一致。關(guān)鍵詞：投資行為；應(yīng)收賬款；存貨；固定資產(chǎn)；長(zhǎng)期股權(quán)投資  Th

42、e Comparative Analysis of Listed Company in Different Industries about Investment BehaviorAbstract：Selecting listed companies before 2008 as samples, to compare the different of listed company in all walks of life by using the ration of account receivable, goods in stock, fixed asset and the long-te

43、rm stockholders rights investment of total property in investment, This paper analyzes the relationship between four ratios and investment ,in the last we can  offer some propositions to the optimized different profession to be listed invests the behavior. such as the following ,the constructio

44、n industry optimizing countermeasures is establish the Way of credit guarantee system, Reduce accounts receivable, bad debt, The speed of industrial development consistent with market demand. And so on . Key words: Investment Behavior; Accounts receivable; goods in stock; fixed asset; the long-term

45、stockholders rights investment摘   要現(xiàn)代快遞服務(wù)企業(yè)在促進(jìn)國(guó)家經(jīng)濟(jì)發(fā)展、方便社會(huì)交流、滿足消費(fèi)者和商家多元化寄遞需求、擴(kuò)大就業(yè)方面發(fā)揮了積極作用。我國(guó)郵政快遞EMS有著自身經(jīng)營(yíng)的獨(dú)特優(yōu)勢(shì)和資源，但是也存在著體制不順，服務(wù)意識(shí)、人才意識(shí)和品牌意識(shí)缺乏，服務(wù)價(jià)格較高并且缺少靈活性等方面的不足之處。隨著中國(guó)郵政市場(chǎng)的對(duì)外開(kāi)放，在和國(guó)外外資快遞巨頭、民營(yíng)快遞公司的抗衡中，我國(guó)郵政快遞EMS應(yīng)當(dāng)如何克服不足，發(fā)揮比較優(yōu)勢(shì)繼續(xù)經(jīng)營(yíng)？本文致力于調(diào)查分析中外快遞公司在中國(guó)的發(fā)展現(xiàn)狀，并針對(duì)我國(guó)郵政特快專(zhuān)遞EMS目前存在的問(wèn)題，希望可以為EMS發(fā)展提出可行的

46、建議與對(duì)策，以促進(jìn)中國(guó)快遞業(yè)又好又快發(fā)展。 5.5行業(yè)的發(fā)展?fàn)顩r導(dǎo)致中國(guó)郵政EMS的部分戰(zhàn)略失效 106中國(guó)郵政EMS(特快專(zhuān)遞)發(fā)展的政策建議106.1體制改革是郵政的根本出路，政企分開(kāi)，各得其所116.2強(qiáng)化網(wǎng)絡(luò)建設(shè)，完善網(wǎng)絡(luò)功能，使郵政真正成為物流配送主力軍116.3一切以市場(chǎng)為出發(fā)點(diǎn)，要徹底轉(zhuǎn)變經(jīng)營(yíng)觀念116.4重視人員素質(zhì)的提升，要加強(qiáng)人才的吸引和培育116.5加強(qiáng)整體品牌的建設(shè)，建成完善的品牌體系12 6.6對(duì)國(guó)內(nèi)快遞市場(chǎng)進(jìn)行整頓，重新整合國(guó)內(nèi)的快遞資源，做到優(yōu)勢(shì)互補(bǔ)126.7加強(qiáng)國(guó)際合作，形成戰(zhàn)略聯(lián)盟127總結(jié) 13參考文獻(xiàn) 14致謝 15     

47、  摘 要隨著計(jì)算機(jī)技術(shù)的普及，越來(lái)越多的人擁有了電子產(chǎn)品，隨之而來(lái)的便是IT客服的地位逐步提升。作為客服的代表——呼叫中心這個(gè)名字以逐漸被人們所接受。它不但為客戶提供優(yōu)質(zhì)服務(wù)，更能間接地帶給客戶好的購(gòu)買(mǎi)感受，提高客戶滿意度，并最終促使客戶的再購(gòu)買(mǎi)，從而使整個(gè)的品牌效應(yīng)得到改善，客戶忠誠(chéng)度得到有效的提高。本文以世界五百?gòu)?qiáng)之一的知名IT企業(yè)惠普公司的呼叫中心為腳本，逐步深入地探討其現(xiàn)狀及發(fā)展藍(lán)圖。在本文第一章闡述了整個(gè)惠普公司的企業(yè)理念，并通過(guò)“惠普之道”這一獨(dú)特的視角剖析其經(jīng)營(yíng)上的成功。第二章仍以惠普為例，以一個(gè)參與者的眼光解析了呼叫中

48、心的基本運(yùn)作流程，并通過(guò)對(duì)厄朗公式的闡述和清晰地圖表反映了呼叫中心的坐席代表排班及電話量預(yù)測(cè)等相關(guān)問(wèn)題。同時(shí)揭示了企業(yè)運(yùn)營(yíng)過(guò)程中的缺陷，提出相關(guān)的解決方案，為今后的發(fā)展指明了方向。第三章橫向概覽整個(gè)IT企業(yè)呼叫中心的發(fā)展現(xiàn)狀，以“獨(dú)建”和“外包”兩個(gè)角度進(jìn)行描寫(xiě)，并貫穿中外，使數(shù)據(jù)更具說(shuō)服力。第四章透視了IT企業(yè)客服的發(fā)展前景，隨著客戶需求的不斷提升，要求客服在技術(shù)、管理等方面逐漸適應(yīng)新的發(fā)展，更好的服務(wù)于客戶。 目   錄    字任務(wù)書(shū)    I 摘 

49、要    IIABSTRACT    III  第1章   緒 論     1 1.1引言     1 1.2背景     1 1.2.1國(guó)內(nèi)狀況     1 1.2.2國(guó)外狀況     2 1.3 理論依據(jù)     2 1.3.1客戶關(guān)系管理理論  

50、;   2 1.3.2“the HP Way”理論     2 1.3.3數(shù)據(jù)庫(kù)理論     3 1.4研究方法     3 第2章     縱向看惠普     4 2.1“惠普之道”的內(nèi)涵     4 2.1.1企業(yè)價(jià)值和目標(biāo)     4 2.1.2經(jīng)營(yíng)策略及管理方式     6 2.2 分析與啟示     7 2.3“惠普之道”（the HP Way）與今天的惠普     7 第3章     解析IT企業(yè)客服管理——呼叫中心     9 3.1呼叫中心的建立模式  &