《咨詢顧問手冊》word版

1、顧問咨詢指南Consulting Guide本企業(yè)發(fā)展顧問咨詢指南適用于顧問咨詢公司。它為顧問咨詢公司實施咨詢項目提供了詳盡的指導(dǎo)。This Business Planreport is the Business Development Consulting guide to be used by the BSPs. It sets out the Modules for BSPs to implement the consulting programa proposed package of assistance for SMEs the Eastern Indonesian regions

2、 to be .目錄TABLE OF CONTENTS TOC o 1-2 h z HYPERLINK l _Toc18900654 背 景 Background PAGEREF _Toc18900654 h 4 HYPERLINK l _Toc18900655 了解本指南 Understanding This Guide PAGEREF _Toc18900655 h 6 HYPERLINK l _Toc18900663 八模塊企業(yè)發(fā)展階梯 The 8 Module Business Development Ladder PAGEREF _Toc18900663 h 6 HYPERLINK l

3、 _Toc18900664 模塊一：了解你的企業(yè) Module 1: Understanding What Business You Are In PAGEREF _Toc18900664 h 6 HYPERLINK l _Toc18900665 概述 Overview PAGEREF _Toc18900665 h 6 HYPERLINK l _Toc18900666 主要學(xué)習(xí)目標(biāo) Key Learning Objectives PAGEREF _Toc18900666 h 6 HYPERLINK l _Toc18900667 工具 Tools PAGEREF _Toc18900667 h 6

4、 HYPERLINK l _Toc18900668 典型的模塊一程序 Typical Module 1 Program PAGEREF _Toc18900668 h 6 HYPERLINK l _Toc18900669 需完成的任務(wù) Tasks to Be Completed PAGEREF _Toc18900669 h 6 HYPERLINK l _Toc18900670 模塊二:了解顧客、市場和產(chǎn)品 Module 2: Understanding the Customers， Markets and Products PAGEREF _Toc18900670 h 6 HYPERLINK l

5、 _Toc18900671 概述 Overview PAGEREF _Toc18900671 h 6 HYPERLINK l _Toc18900672 主要學(xué)習(xí)目標(biāo) Key Learning Objectives PAGEREF _Toc18900672 h 6 HYPERLINK l _Toc18900673 工具 Tools PAGEREF _Toc18900673 h 6 HYPERLINK l _Toc18900674 典型模塊二程序 Typical Module 2 Program PAGEREF _Toc18900674 h 6 HYPERLINK l _Toc18900676 需

6、完成的任務(wù) Tasks to Be Completed PAGEREF _Toc18900676 h 6 HYPERLINK l _Toc18900677 模塊三:確定商業(yè)模式 Module 3: Defining the Business Model PAGEREF _Toc18900677 h 6 HYPERLINK l _Toc18900678 概述 Overview PAGEREF _Toc18900678 h 6 HYPERLINK l _Toc18900679 主要學(xué)習(xí)目標(biāo) Key Learning Objectives PAGEREF _Toc18900679 h 6 HYPER

7、LINK l _Toc18900680 工具 Tools PAGEREF _Toc18900680 h 6 HYPERLINK l _Toc18900681 典型的模塊三程序 Typical Module 3 Program PAGEREF _Toc18900681 h 6 HYPERLINK l _Toc18900682 需完成的任務(wù) Tasks to Be Completed PAGEREF _Toc18900682 h 6 HYPERLINK l _Toc18900683 需完成的任務(wù) Tasks to Be Completed PAGEREF _Toc18900683 h 6 HYPE

8、RLINK l _Toc18900684 模塊四:員工授權(quán) Module 4: Team Empowerment PAGEREF _Toc18900684 h 6 HYPERLINK l _Toc18900685 對企業(yè)業(yè)績進行管理 Managing Organisational Performance PAGEREF _Toc18900685 h 6 HYPERLINK l _Toc18900696 主要學(xué)習(xí)目標(biāo) Key Learning Objectives PAGEREF _Toc18900696 h 6 HYPERLINK l _Toc18900697 工具 Tools PAGEREF

9、 _Toc18900697 h 6 HYPERLINK l _Toc18900698 需完成的任務(wù) Tasks to Be Completed PAGEREF _Toc18900698 h 6 HYPERLINK l _Toc18900699 模塊五:市場營銷戰(zhàn)略計劃 Module 5: Strategic Marketing Plan PAGEREF _Toc18900699 h 6 HYPERLINK l _Toc18900700 概述 Overview PAGEREF _Toc18900700 h 6 HYPERLINK l _Toc18900701 主要學(xué)習(xí)目標(biāo) Key Learnin

10、g Objectives PAGEREF _Toc18900701 h 6 HYPERLINK l _Toc18900702 工具 Tools PAGEREF _Toc18900702 h 6 HYPERLINK l _Toc18900703 典型的模塊五程序 Typical Module 5 Program PAGEREF _Toc18900703 h 6 HYPERLINK l _Toc18900704 需完成的任務(wù) Tasks to Be Completed PAGEREF _Toc18900704 h 6 HYPERLINK l _Toc18900705 模塊六:企業(yè)系統(tǒng)化 Modul

11、e 6: Business Independence PAGEREF _Toc18900705 h 6 HYPERLINK l _Toc18900706 概述 Overview PAGEREF _Toc18900706 h 6 HYPERLINK l _Toc18900707 主要學(xué)習(xí)目標(biāo) Key Learning Objectives PAGEREF _Toc18900707 h 6 HYPERLINK l _Toc18900708 工具 Tools PAGEREF _Toc18900708 h 6 HYPERLINK l _Toc18900709 典型的模塊六程序 Typical Modu

12、le 6 Program PAGEREF _Toc18900709 h 6 HYPERLINK l _Toc18900720 需完成的任務(wù) Tasks to Be Completed PAGEREF _Toc18900720 h 6 HYPERLINK l _Toc18900721 模塊七:組織結(jié)構(gòu)， 知識，環(huán)境管理和技術(shù)應(yīng)用戰(zhàn)略 Module 7: Organisational Structure， Knowledge， Environmental Management and Technology Strategies PAGEREF _Toc18900721 h 6 HYPERLINK

13、l _Toc18900723 概述 Overview PAGEREF _Toc18900723 h 6 HYPERLINK l _Toc18900724 主要學(xué)習(xí)目標(biāo) Key Learning Objectives PAGEREF _Toc18900724 h 6 HYPERLINK l _Toc18900725 工具 Tools PAGEREF _Toc18900725 h 6 HYPERLINK l _Toc18900726 典型的模塊七程序 Typical Module 7 Program PAGEREF _Toc18900726 h 6 HYPERLINK l _Toc18900729

14、 需完成的任務(wù) Tasks to Be Completed PAGEREF _Toc18900729 h 6 HYPERLINK l _Toc18900730 模塊八:反饋和持續(xù)改善 Module 8: Feedback and Continuous Improvement PAGEREF _Toc18900730 h 6 HYPERLINK l _Toc18900731 概述 Overview PAGEREF _Toc18900731 h 6 HYPERLINK l _Toc18900732 學(xué)習(xí)目標(biāo) Learning Objectives PAGEREF _Toc18900732 h 6

15、HYPERLINK l _Toc18900733 工具 Tools PAGEREF _Toc18900733 h 6 HYPERLINK l _Toc18900734 典型的模塊八程序 Typical Module 8 Program PAGEREF _Toc18900734 h 6 HYPERLINK l _Toc18900735 需完成的任務(wù) Tasks to Be Completed PAGEREF _Toc18900735 h 6 HYPERLINK l _Toc18900736 需完成的任務(wù) Tasks to Be Completed PAGEREF _Toc18900736 h 6

16、 HYPERLINK l _Toc18900737 注Notes PAGEREF _Toc18900737 h 6 HYPERLINK l _Toc18900738 注Notes PAGEREF _Toc18900738 h 6 HYPERLINK l _Toc18900739 注Notes PAGEREF _Toc18900739 h 6 HYPERLINK l _Toc18900740 注Notes PAGEREF _Toc18900740 h 6背 景Background本指南旨在為咨詢顧問公司和其它商業(yè)服務(wù)機構(gòu)提供技術(shù)和方法，使他們能夠成功地為中小企業(yè)提供咨詢服務(wù)。This guide

17、 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).這里提供的資料旨在幫助咨詢顧問公司能夠與中小企業(yè)建立互惠的關(guān)系。 這些方法不僅可以獲得 “快速取勝”的效果， 還能夠促進咨詢顧問與客戶之間建立長期的關(guān)系這是一種讓咨詢顧問獲得 “受信

18、任的顧問”的地位的關(guān)系， 是一種使雙方的知識和資源匯集成一個 “知識和資源庫”的關(guān)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

19、 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.”該項目的目的是改善企業(yè)在財務(wù)和運營這兩方面的業(yè)績。 這是通過在企業(yè)中實施許許多多小的措施后達到的結(jié)果。 普通和優(yōu)秀企業(yè)的區(qū)別總是體現(xiàn)在這些小事情之中!The purpose of the program is to i

20、mprove 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!本項目分為八個模塊The program is

21、 split into 8 Modules;了解你的企業(yè)Understanding What Business You Are In;了解你的客戶，產(chǎn)品和市場Understanding Your Customers， Products and Markets;商業(yè)模式The Business Model;員工授權(quán)Team Empowerment;市場營銷戰(zhàn)略計劃The Strategic Marketing Plan;企業(yè)系統(tǒng)化Business Independence;組織結(jié)構(gòu)，知識， 環(huán)境管理和技術(shù)應(yīng)用戰(zhàn)略O(shè)rganizational Structure， Knowledge， Envir

22、onment Management and Technology Strategies; and反饋與持續(xù)改善Feedback and Continuous Improvement.我們建議你在按月收取客戶咨詢費的前提上， 全面實施本項目。 但是， 在某些情況下， 先提供本項目的部分內(nèi)容可能更合適， 例如， “客戶咨詢會”， 或 “優(yōu)質(zhì)服務(wù)爭創(chuàng)第一”的客戶服務(wù)培訓(xùn)。We recommend that you implement the program in its entirety based on the client paying a fixed monthly fee for your

23、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.本項目旨在了解企業(yè)， 提出和實施改進措施， 提供對企業(yè)所有者和員工都有實際意義的培訓(xùn)。 本項目旨在使企業(yè)業(yè)績得到長期, 顯著的改善。The program

24、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.了解本指南Understanding This Guide本指南旨在概述經(jīng)營業(yè)績改善項目的八個模

25、塊。This guide aims to provide an overview of the 8 Module Business Performance Improvement Program.經(jīng)營業(yè)績改善項目共分為八個模塊:The Business Performance Improvement Program has been split into 8 distinct Modules:了解你的企業(yè)Understanding What Business You Are In;了解你的客戶，產(chǎn)品和市場Understanding Your Customers， Products and Ma

26、rkets;商業(yè)模式The Business Model;員工授權(quán)Team Empowerment;市場營銷戰(zhàn)略計劃The Strategic Marketing Plan;企業(yè)系統(tǒng)化Business Independence;組織結(jié)構(gòu)，知識， 環(huán)境管理和技術(shù)應(yīng)用戰(zhàn)略O(shè)rganisational Structure， Knowledge， Environment Management and Technology Strategies; and反饋與持續(xù)改善Feedback and Continuous Improvement本指南接下來的部分對每個模塊進行了概述。 每個模塊都由8個步驟組成。

27、 本指南中還提供有圖表, 以幫助咨詢顧問學(xué)習(xí)和理解這一流程。此外, 有工具提供的步驟也標(biāo)注有專門的符號。針對每個模塊， 我們都已提供了以下的內(nèi)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 possible， throughout the guide， diagrams have been used to facilitate the lea

28、rning 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:該模塊的概述 An overview of the Module;主要學(xué)習(xí)目標(biāo)(以表示) Key Learning Objectives (denoted by );該模塊中提供的工具(以表示) A list of the available too

29、ls for that Module (denoted by ); 以圖示方法列出八個步驟 A diagrammatic representation of the 8 stages involved; and“需完成的工作” 清單， 與工具相互參照 ( 以表示) A list of “Things to Do，” cross-referenced to the tools (denoted by )戰(zhàn)略性經(jīng)營業(yè)績改善模式The Strategic Business Performance Improvement Model了解你的企業(yè)企業(yè)宗旨和目標(biāo)Understanding what bus

30、iness you are in Your Mission and Goals了解你的客戶，市場和產(chǎn)品Understanding your customers， markets and products員工授權(quán)建立標(biāo)準(zhǔn)和文化Team Empowerment -Developing standards and culture商業(yè)模式The Business Model市場營銷戰(zhàn)略計劃The Strategic Marketing Plan組織結(jié)構(gòu)， 知識， 環(huán)境管理和技術(shù)應(yīng)用戰(zhàn)略O(shè)rganisational Structure， Knowledge， Environmental Manageme

31、nt and Technology Strategies企業(yè)系統(tǒng)化建立制度和規(guī)則Business Independence Creating systems and manuals反饋和不斷改進Feedback and Continuous Improvement八模塊企業(yè)發(fā)展階梯The 8 Module Business Development Ladder結(jié)構(gòu)， 知識， 技術(shù)和環(huán)境管理戰(zhàn)略Structure， Knowledge， Technology and Environmental Management Strategies31657482了解你的客戶，市場和產(chǎn)品-制定競爭力性戰(zhàn)略U

32、nderstanding Customers， Markets & Products defining the competitive strategy商業(yè)模式結(jié)構(gòu)， 業(yè)務(wù)和財務(wù)計劃The Business Model structure， business & financial plan員工授權(quán)建立標(biāo)準(zhǔn)，文化和人力資源Team Empowerment developing standards， culture & Human Resource strategies監(jiān)督和持續(xù)改進-保持該過程持續(xù)進行Monitoring & Continuous Improvement 企業(yè)系統(tǒng)化建立制度和規(guī)

33、則Business Independence creating systems and manuals市場營銷戰(zhàn)略計劃-制定和實施 The Strategic Marketing Plan documentation and execution了解你的企業(yè)Understanding what business you are in 模塊一：了解你的企業(yè)Module 1: Understanding What Business You Are In概述Overview任何咨詢業(yè)務(wù)的開始階段都是非常重要的。 作為咨詢顧問， 你所負責(zé)的是過程-這是需要特別引起你注意的，你幾乎不太可能控制結(jié)果。 你和

34、你的客戶一起開始了一個令人興奮的旅程。 在這個旅程中， 客戶和咨詢顧問之間要進行雙方向互動的知識交流。 這種信息的交流過程本身同信息一樣有價值。The initial stage of any 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 c

35、lient are embarking on an exciting journey together. During this journey， knowledge will be transferred 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這一關(guān)系中所扮演的角色你只是咨詢項目的推動人， 而不是客戶業(yè)務(wù)的專家! All parties mu

36、st understand your role in the relationship you are the facilitator of the program， you are not an expert in your clients business! 一般來講， 在項目的第一階段， 你要收集關(guān)于客戶及其業(yè)務(wù)的信息。 你還要召開你的第一次戰(zhàn)略計劃會議。 第一階段的目的是建立客戶和咨詢顧問之間的關(guān)系， 并開始經(jīng)營業(yè)績改善項目的 “計劃” 階段。 Typically， during this first stage of the program you will gather infor

37、mation 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.主要學(xué)習(xí)目標(biāo)Key Lear

38、ning Objectives下面的清單詳細列舉了模塊一 “了解你的企業(yè)”主要學(xué)習(xí)目標(biāo)的一些內(nèi)容:The following list details some of the Key Learning Objectives of Module 1 Understanding What Business You Are In:了解企業(yè)所有者 (或主要股東)的個人和企業(yè)目標(biāo)， 并開始以所有者的個人目標(biāo)為基礎(chǔ)制定企業(yè)宗旨和/或遠景；To understand the personal and professional goals of the business owners (or key stak

39、eholders)， and begin to develop the Mission and/ or Vision for the business based on the personal objectives of the owners；了解企業(yè)當(dāng)前財務(wù)和非財務(wù)方面的業(yè)績情況概況；To obtain an overview of the current financial and non-financial performance of the business；了解企業(yè)所服務(wù)的市場，及其產(chǎn)品在各自生命周期中所處的位置；To understand where the business

40、and each market is in its product life cycle；了解如何評估企業(yè)的價值和系統(tǒng)化會給企業(yè)價值帶來的影響；To understand how businesses are valued and the impact that systematisation can have on the value of the business；確認企業(yè)的戰(zhàn)略優(yōu)勢，劣勢，以及當(dāng)前所面臨的機會和威脅；To identify the strategic strengths， weaknesses， opportunities and threats currently fa

41、cing the business；明確改善企業(yè)表現(xiàn)的立即行動點(IAPs)；To identify Immediate Action Points (IAPs) to improve the performance of the business；明確企業(yè)面臨的困境和通過實施BPIP來解決這些問題的方法；To identify the frustrations of the business and ways in which the BPIP can assist to resolve those issues； and建立咨詢顧問和客戶合作的基礎(chǔ)一種持續(xù)的關(guān)系To establish t

42、he basis on which the consultant and client will work together the on-going relationship.工具Tools下列工具為你提供工作幫助。 這些工具與” 需完成的任務(wù)” 部分相互參照( 用表示)。 The following Tools have been provided to assist you. These Tools arecross-referenced throughout the “Tasks to Be Completed” section (denoted by ).第一次戰(zhàn)略計劃會議邀請函1s

43、t Strategic Planning Session Invitation第一次戰(zhàn)略計劃會議準(zhǔn)備清單1st Strategic Planning Session Checklist戰(zhàn)略需求分析問卷 (SNAQ)Strategic Needs Analysis Questionnaire (SNAQ)客戶服務(wù)重點問卷Customer Service Focus Questionnaire利潤潛力 (表格)Profit Possibilities (Spreadsheet)第一次戰(zhàn)略計劃會議議程1st Strategic Planning Session Agenda 第一次戰(zhàn)略計劃會議Pow

44、erPoint演示稿1st Strategic Planning Session PowerPoint Presentation第一次戰(zhàn)略計劃會議報告模本1st Strategic Planning Session Report Template合作意向書模本Engagement Letter Template小組計劃會情況匯報議程Team Planning Session Debrief Agenda典型的模塊一程序Typical Module 1 Program制定今后12個月的工作安排Schedule client program for 12 months87與小組成員交流工作結(jié)果Co

45、mmunicate outcome to team members建立持續(xù)的客戶關(guān)系基礎(chǔ)，并向客戶提交合作意向書Establish basis of on-going relationship and send Engagement Letter to client information from client65準(zhǔn)備提交給客戶的包含IAPs的計劃討論會報告Prepare Planning Session Report for client with IAPs assigned4召開第一次戰(zhàn)略性計劃討論會， 確保自己明確 “立即行動點(IAPs )Hold 1st Strategic Pla

46、nning Session ensure you identify the “Immediate Action Points” (IAPs)3分析客戶信息， 確定第一次計劃會的日程明確 “熱點” 和 “ E-DAY”Analyse client information and set your agenda for the 1st Planning Session identify the “hot spots” and “E-Day”2從客戶處收集信息Collect information from client1安排第一次(共兩次)戰(zhàn)略計劃會議的后勤事宜Arrange logistics

47、for 1st (of 2) Strategic Planning Session需完成的任務(wù)Tasks to Be Completed1.1安排第一次戰(zhàn)略計劃會議的后勤事宜Arrange logistics for 1ST Strategic Planning Session第一次戰(zhàn)略計劃會議大約進行3-4個小時。 在此期間， 你將教給企業(yè)的所有者如何分析他們所從事行業(yè)的性質(zhì)和評估他們在每個市場上的競爭地位。 你們還要一起研究SNAQ和完成一份立即行動點的清單。The 1st Strategic Planning Session will take approximately 3-4 hou

48、rs. During this time you will teach the business owners how to analyse the nature of the industry in which they operate and evaluate their competitive positioning within each market. Together you will also review the SNAQ and compile a list of Immediate Action Points.這個會議還會給你提供更好地了解你的客戶的機會。 你應(yīng)當(dāng)利用這次會

49、議來獲得他們的信任和建立你們之間的合作關(guān)系。The session also gives you the opportunity to get to know your clients better. You should use the session to gain their trust and build your working relationship.確定會議的日期和時間。Set the date and time for the session.邀請客戶-用信函/傳真/電子郵件的形式確認這些安排。 請參見 “第一次戰(zhàn)略計劃會議邀請函”Invite the client use

50、a letter/fax/email to confirm arrangements. Please refer to “1st Strategic Planning Session” Invitation向客戶發(fā)出 “ 戰(zhàn)略需求分析問卷”。Send the “Strategic Needs Analysis Questionnaire“ to the client.安排會議地點-盡量使用中立性的地點-會議場所必須確保無干擾。Arrange venue try to use a neutral venue there must to be no distractions.餐飲事項-應(yīng)準(zhǔn)備午餐和

51、上下午茶。Refreshments lunch， morning and afternoon tea should be arranged.會議設(shè)施白板， 白板筆， 電腦 (供PowerPoint演示之用)， 紙， 筆， 投影儀。 請參見 “第一次戰(zhàn)略計劃會議” 準(zhǔn)備清單。Equipment whiteboard， marker pens， computer (for PowerPoint presentations)， paper， pens， projector. Please refer to “1st Strategic Planning Session” Checklist1.2從客

52、戶處收集信息Collect information from client在第一次戰(zhàn)略計劃會議之前， 你需要從客戶處收集大量信息。You will need to gather plenty of information on the client prior to the 1st Strategic Planning Session.如果客戶有網(wǎng)站的話， 你應(yīng)當(dāng)瀏攬其網(wǎng)站。If applicable you should view the business web-site.請客戶提供給你他們所有的企業(yè)介紹和廣告材料。Ask the clients to send you any broch

53、ures or advertising material that they have.你還需要客戶的3年財務(wù)報表 (盈虧表， 資產(chǎn)負債表和現(xiàn)金流量表)。 還要請客戶給你提供他們通常使用的管理報告.You will also need 3 years of financial statements (Profit and Loss， Balance Sheet and Cash-Flow statements). Ask the client to also send you copies of any management reports that they routinely use.你需

54、要客戶填寫SNAQ問卷，并在會議前的至少4-5天把它交給你。 這樣， 你才會有充足的時間來分析問卷，并為第一次戰(zhàn)略計劃會議作準(zhǔn)備。You will need the client to complete the SNAQ and return the information to you at least 4 5 days prior to your meeting. This will give you enough time to analyse the completed questionnaires and make some notes for your 1st Strategic

55、Planning Session.客戶還應(yīng)當(dāng)完成并交給你 “客戶服務(wù)要點” 問卷。 這一問卷是用來衡量企業(yè)提供優(yōu)質(zhì)客戶服務(wù)方面的表現(xiàn)。 該問卷的結(jié)果在本項目的后面階段會用到， 并將用來同客戶和員工的反饋結(jié)果相比較。 The client should also complete and return to you the “Customer Service Focus” Questionnaire. This questionnaire is designed to gauge the organisations commitment to exceptional customer servi

56、ce. The results will be used later in the program and compare to feedback gathered from both customers and team members.不要忘記詢問客戶，他們是否還有其它他們認為對你有用的信息。 如果有， 請他們提供給你。Dont forget to ask the client if there is any other information that they think would be useful to you. If possible get the client to sen

57、d you this information.1.3分析客戶信息Analyse client information 第一次戰(zhàn)略計劃會議一定要做非常充分的準(zhǔn)備這是一次很重要的會議， 它將為你和客戶的未來合作確定基調(diào)。 要用3個小時重新審閱已填寫完成的SNAQ和你所收集的其它信息。You will need to prepare thoroughly for the 1st Strategic Planning Session it is a very important meeting that will set the tone for your future engagement with

58、 the client. Allow 3 hours to review the completed SNAQ and any other information you have gathered.在閱讀SNAQ時， 應(yīng)當(dāng)注意的方面包括While going through the SNAQ you should look for problem areas for example企業(yè)所有者與其他主要決策人在目標(biāo)和觀念之間的沖突Conflicts between the goals and ideals of the owners and other key decision-makers.

59、問卷中沒有回答的部分(這也許反映了企業(yè)信息系統(tǒng)的弱點) Areas where no information has been provided (this may indicate weaknesses in the business information systems)答卷人對問題的理解明顯錯誤的地方Areas where the respondent clearly has misinterpreted the question在閱讀SNAQ時， 把那些值得討論的問題標(biāo)出來， 并找機會把該項目所能提供的服務(wù)與客戶所面臨的困境及問題聯(lián)系起來。As you go through the

60、SNAQ， highlight areas for discussion and look for opportunities to relate the value of your products and services back to the clients frustrations and problems.用客戶的財務(wù)數(shù)據(jù)填制 “利潤潛力”。Set up the “Profit Possibilities” using the clients financial data. 準(zhǔn)備好會議的議程并發(fā)送給所有參加會議的人員請參見 “第一次戰(zhàn)略計劃會議議程” 模本。Prepare an a