某咨詢企業(yè)變革框架(中國(guó)重點(diǎn)國(guó)有企業(yè)領(lǐng)導(dǎo)人員培訓(xùn))

1、 2001 Andersen. All Rights Reserved.2 2001 Andersen. All Rights Reserved.3 2001 Andersen. All Rights Reserved.4 2001 Andersen. All Rights Reserved.5 2001 Andersen. All Rights Reserved.6 2001 Andersen. All Rights Reserved.7 2001 Andersen. All Rights Reserved.8 2001 Andersen. All Rights Reserved.9 200

2、1 Andersen. All Rights Reserved.1011 2001 Andersen. All Rights Reserved.12 2001 Andersen. All Rights Reserved.1314 2001 Andersen. All Rights Reserved.15 2001 Andersen. All Rights Reserved.16 2001 Andersen. All Rights Reserved.17 2001 Andersen. All Rights Reserved.1819 2001 Andersen. All Rights Reser

3、ved.20 2001 Andersen. All Rights Reserved.個(gè)人問題個(gè)人問題企業(yè)組織問題企業(yè)組織問題21 2001 Andersen. All Rights Reserved.22 2001 Andersen. All Rights Reserved.23 2001 Andersen. All Rights Reserved.24 2001 Andersen. All Rights Reserved.25 2001 Andersen. All Rights Reserved.26 2001 Andersen. All Rights Reserved.27 2001 An

4、dersen. All Rights Reserved.28 2001 Andersen. All Rights Reserved.29 2001 Andersen. All Rights Reserved.30 2001 Andersen. All Rights Reserved.31 2001 Andersen. All Rights Reserved.32 2001 Andersen. All Rights Reserved.33 2001 Andersen. All Rights Reserved.34 2001 Andersen. All Rights Reserved.35 200

5、1 Andersen. All Rights Reserved.36 2001 Andersen. All Rights Reserved.戰(zhàn)略形成戰(zhàn)略形成外部環(huán)境分析外部環(huán)境分析客戶滿意程度客戶滿意程度主要成功因素主要成功因素風(fēng)險(xiǎn)評(píng)估風(fēng)險(xiǎn)評(píng)估理想及使命確定理想及使命確定戰(zhàn)略定位戰(zhàn)略定位戰(zhàn)略改進(jìn)戰(zhàn)略改進(jìn)評(píng)估和控制評(píng)估和控制特定戰(zhàn)略特定戰(zhàn)略執(zhí)行執(zhí)行經(jīng)營(yíng)計(jì)劃經(jīng)營(yíng)計(jì)劃內(nèi)部因素分析內(nèi)部因素分析行業(yè)行業(yè)/ /市場(chǎng)競(jìng)爭(zhēng)分析市場(chǎng)競(jìng)爭(zhēng)分析全球最佳借鑒全球最佳借鑒診斷診斷成文成文執(zhí)行執(zhí)行評(píng)估評(píng)估SWOTSWOT分析分析37 2001 Andersen. All Rights Reserved.38 2001 A

6、ndersen. All Rights Reserved.主要戰(zhàn)略主要戰(zhàn)略實(shí)施計(jì)劃實(shí)施計(jì)劃戰(zhàn)略目標(biāo)與衡量指標(biāo)戰(zhàn)略目標(biāo)與衡量指標(biāo)價(jià)值觀價(jià)值觀使命使命愿景愿景39 2001 Andersen. All Rights Reserved.愿景愿景使命使命價(jià)值觀價(jià)值觀40 2001 Andersen. All Rights Reserved.41 2001 Andersen. All Rights Reserved.42 2001 Andersen. All Rights Reserved.43 2001 Andersen. All Rights Reserved.44 2001 Andersen. A

7、ll Rights Reserved.45 2001 Andersen. All Rights Reserved.46 2001 Andersen. All Rights Reserved.47 2001 Andersen. All Rights Reserved.48 2001 Andersen. All Rights Reserved.49 2001 Andersen. All Rights Reserved.信息技術(shù)風(fēng)險(xiǎn)信息技術(shù)風(fēng)險(xiǎn)使用權(quán)使用權(quán) 完整性完整性相關(guān)性相關(guān)性 可得到性可得到性 基礎(chǔ)設(shè)施基礎(chǔ)設(shè)施50 2001 Andersen. All Rights Reserved.51 2

8、001 Andersen. All Rights Reserved.52 2001 Andersen. All Rights Reserved.53 2001 Andersen. All Rights Reserved.54 2001 Andersen. All Rights Reserved.55 2001 Andersen. All Rights Reserved.56 2001 Andersen. All Rights Reserved.57 2001 Andersen. All Rights Reserved.58 2001 Andersen. All Rights Reserved.

9、59 2001 Andersen. All Rights Reserved.60 2001 Andersen. All Rights Reserved.61 2001 Andersen. All Rights Reserved.62 2001 Andersen. All Rights Reserved.63 2001 Andersen. All Rights Reserved.64 2001 Andersen. All Rights Reserved.65 2001 Andersen. All Rights Reserved.66 2001 Andersen. All Rights Reser

10、ved.67 2001 Andersen. All Rights Reserved.68 2001 Andersen. All Rights Reserved.69 2001 Andersen. All Rights Reserved.70 2001 Andersen. All Rights Reserved.71 2001 Andersen. All Rights Reserved.72 2001 Andersen. All Rights Reserved.73 2001 Andersen. All Rights Reserved.74 2001 Andersen. All Rights R

11、eserved.75 2001 Andersen. All Rights Reserved.76 2001 Andersen. All Rights Reserved.77 2001 Andersen. All Rights Reserved.78 2001 Andersen. All Rights Reserved. 79 2001 Andersen. All Rights Reserved.80 2001 Andersen. All Rights Reserved.81 2001 Andersen. All Rights Reserved.82 2001 Andersen. All Rig

12、hts Reserved.83 2001 Andersen. All Rights Reserved.信息技術(shù)信息技術(shù)信息技術(shù)信息技術(shù)信息技術(shù)信息技術(shù)經(jīng)營(yíng)戰(zhàn)略經(jīng)營(yíng)戰(zhàn)略經(jīng)營(yíng)戰(zhàn)略經(jīng)營(yíng)戰(zhàn)略經(jīng)營(yíng)戰(zhàn)略經(jīng)營(yíng)戰(zhàn)略業(yè)務(wù)流程業(yè)務(wù)流程業(yè)務(wù)流程業(yè)務(wù)流程業(yè)務(wù)流程業(yè)務(wù)流程組織架構(gòu)組織架構(gòu)組織架構(gòu)組織架構(gòu)組織架構(gòu)組織架構(gòu)績(jī)效評(píng)估績(jī)效評(píng)估績(jī)效評(píng)估績(jī)效評(píng)估信息技術(shù)信息技術(shù)信息技術(shù)信息技術(shù)信息技術(shù)信息技術(shù)經(jīng)營(yíng)戰(zhàn)略經(jīng)營(yíng)戰(zhàn)略經(jīng)營(yíng)戰(zhàn)略經(jīng)營(yíng)戰(zhàn)略經(jīng)營(yíng)戰(zhàn)略經(jīng)營(yíng)戰(zhàn)略業(yè)務(wù)流程業(yè)務(wù)流程業(yè)務(wù)流程業(yè)務(wù)流程業(yè)務(wù)流程業(yè)務(wù)流程組織架構(gòu)組織架構(gòu)組織架構(gòu)組織架構(gòu)組織架構(gòu)組織架構(gòu)績(jī)效評(píng)估績(jī)效評(píng)估績(jī)效評(píng)估績(jī)效評(píng)估電話、傳真電話、傳真Email電話、傳真電話、傳真

13、EmailInternet無線終端無線終端Internet無線終端無線終端客戶經(jīng)理客戶經(jīng)理理財(cái)顧問理財(cái)顧問客戶經(jīng)理客戶經(jīng)理理財(cái)顧問理財(cái)顧問柜臺(tái)柜臺(tái)營(yíng)業(yè)部營(yíng)業(yè)部柜臺(tái)柜臺(tái)營(yíng)業(yè)部營(yíng)業(yè)部其他客戶其他客戶接觸點(diǎn)接觸點(diǎn)其他客戶其他客戶接觸點(diǎn)接觸點(diǎn)客戶接觸點(diǎn)集成架構(gòu)客戶接觸點(diǎn)集成架構(gòu) （產(chǎn)品（產(chǎn)品/服務(wù)、定價(jià)、地區(qū)和營(yíng)銷服務(wù)、定價(jià)、地區(qū)和營(yíng)銷）客戶接觸點(diǎn)集成架構(gòu)客戶接觸點(diǎn)集成架構(gòu) （產(chǎn)品（產(chǎn)品/服務(wù)、定價(jià)、地區(qū)和營(yíng)銷服務(wù)、定價(jià)、地區(qū)和營(yíng)銷）市市 場(chǎng)場(chǎng)銷售線索獲得及確認(rèn)銷售線索獲得及確認(rèn)營(yíng)銷活動(dòng)管理營(yíng)銷活動(dòng)管理研發(fā)及市場(chǎng)資料管理研發(fā)及市場(chǎng)資料管理數(shù)據(jù)庫營(yíng)銷數(shù)據(jù)庫營(yíng)銷服務(wù)內(nèi)容及價(jià)格管理服務(wù)內(nèi)容及價(jià)格管理市市 場(chǎng)

14、場(chǎng)銷售線索獲得及確認(rèn)銷售線索獲得及確認(rèn)營(yíng)銷活動(dòng)管理營(yíng)銷活動(dòng)管理研發(fā)及市場(chǎng)資料管理研發(fā)及市場(chǎng)資料管理數(shù)據(jù)庫營(yíng)銷數(shù)據(jù)庫營(yíng)銷服務(wù)內(nèi)容及價(jià)格管理服務(wù)內(nèi)容及價(jià)格管理銷銷 售售銷售自動(dòng)化管理銷售自動(dòng)化管理銷售機(jī)會(huì)管理銷售機(jī)會(huì)管理服務(wù)建議及配置服務(wù)建議及配置報(bào)價(jià)管理報(bào)價(jià)管理Pipeline 分析分析銷銷 售售銷售自動(dòng)化管理銷售自動(dòng)化管理銷售機(jī)會(huì)管理銷售機(jī)會(huì)管理服務(wù)建議及配置服務(wù)建議及配置報(bào)價(jià)管理報(bào)價(jià)管理Pipeline 分析分析服服 務(wù)務(wù)客服中心客服中心投訴管理投訴管理個(gè)性化信息服務(wù)管理個(gè)性化信息服務(wù)管理客戶互動(dòng)管理客戶互動(dòng)管理服服 務(wù)務(wù)客服中心客服中心投訴管理投訴管理個(gè)性化信息服務(wù)管理個(gè)性化信息服務(wù)管理客

15、戶互動(dòng)管理客戶互動(dòng)管理客戶關(guān)系管理應(yīng)用集成客戶關(guān)系管理應(yīng)用集成 （基于唯一的客戶視點(diǎn)）（基于唯一的客戶視點(diǎn)）客戶關(guān)系管理應(yīng)用集成客戶關(guān)系管理應(yīng)用集成 （基于唯一的客戶視點(diǎn)）（基于唯一的客戶視點(diǎn)）原原 有有系系 統(tǒng)統(tǒng)原原 有有系系 統(tǒng)統(tǒng)行行 業(yè)業(yè)應(yīng)應(yīng) 用用行行 業(yè)業(yè)應(yīng)應(yīng) 用用后后 臺(tái)臺(tái)系系 統(tǒng)統(tǒng)后后 臺(tái)臺(tái)系系 統(tǒng)統(tǒng)外外 部部資資 源源外外 部部資資 源源企業(yè)應(yīng)用集成（企業(yè)應(yīng)用集成（Enterprise Application Integration）企業(yè)應(yīng)用集成（企業(yè)應(yīng)用集成（Enterprise Application Integration）客戶細(xì)分客戶細(xì)分1客戶細(xì)分客戶細(xì)分1客戶細(xì)分客戶細(xì)

16、分2客戶細(xì)分客戶細(xì)分2客戶細(xì)分客戶細(xì)分客戶細(xì)分客戶細(xì)分客戶細(xì)分客戶細(xì)分N客戶細(xì)分客戶細(xì)分N客戶細(xì)分客戶細(xì)分1客戶細(xì)分客戶細(xì)分1客戶細(xì)分客戶細(xì)分2客戶細(xì)分客戶細(xì)分2客戶細(xì)分客戶細(xì)分客戶細(xì)分客戶細(xì)分客戶細(xì)分客戶細(xì)分N客戶細(xì)分客戶細(xì)分N84 2001 Andersen. All Rights Reserved. 集成的市場(chǎng)、銷售和服務(wù)系統(tǒng)集成的市場(chǎng)、銷售和服務(wù)系統(tǒng)外勤銷售外勤銷售外勤服務(wù)外勤服務(wù)組織情報(bào)組織情報(bào)營(yíng)銷營(yíng)銷/ /機(jī)會(huì)管理機(jī)會(huì)管理失誤管理失誤管理電子商務(wù)平臺(tái)電子商務(wù)平臺(tái)帳單帳單/ /收集收集客戶服務(wù)中心管理客戶服務(wù)中心管理 客戶檔案客戶檔案85 2001 Andersen. All Rig

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18、 Rights Reserved.94 2001 Andersen. All Rights Reserved.95 2001 Andersen. All Rights Reserved.96 2001 Andersen. All Rights Reserved.第一級(jí) 企業(yè)整體業(yè)績(jī)第二級(jí) 分(子)公司業(yè)績(jī)第三級(jí) 車間/小組業(yè)績(jī) 企業(yè)級(jí)別分?jǐn)?shù)卡企業(yè)級(jí)別分?jǐn)?shù)卡PerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMe

19、asurePerformanceMeasurePerformanceMeasure部門級(jí)別分?jǐn)?shù)卡部門級(jí)別分?jǐn)?shù)卡PerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasure工作流程工作流程/員工個(gè)人分?jǐn)?shù)卡員工個(gè)人分?jǐn)?shù)卡PerformanceMeasurePerformanceMeasurePerformanceMeasurePerfor

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21、卡PerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasure工作流程工作流程/員工個(gè)人分?jǐn)?shù)卡員工個(gè)人分?jǐn)?shù)卡PerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerformanceMeasurePerfor

22、manceMeasurePerformanceMeasurePerformanceMeasure97 2001 Andersen. All Rights Reserved.98 2001 Andersen. All Rights Reserved.99 2001 Andersen. All Rights Reserved.100 2001 Andersen. All Rights Reserved.101 2001 Andersen. All Rights Reserved.102 2001 Andersen. All Rights Reserved.戰(zhàn)略目標(biāo)戰(zhàn)略目標(biāo)103 2001 Ande

23、rsen. All Rights Reserved.0.00.20.40.60.81.01.20%50%100%150%指標(biāo)完成率指標(biāo)完成率得分系數(shù)得分系數(shù)(70%, 0.875)(70%, 0.875)(100%, 1)(100%, 1)104 2001 Andersen. All Rights Reserved.105 2001 Andersen. All Rights Reserved.106 2001 Andersen. All Rights Reserved.107 2001 Andersen. All Rights Reserved.108 2001 Andersen. All R

24、ights Reserved.109 2001 Andersen. All Rights Reserved.110 2001 Andersen. All Rights Reserved.111 2001 Andersen. All Rights Reserved.112 2001 Andersen. All Rights Reserved.113 2001 Andersen. All Rights Reserved.114 2001 Andersen. All Rights Reserved.115 2001 Andersen. All Rights Reserved.116 2001 And

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27、ts Reserved.132 2001 Andersen. All Rights Reserved.133 2001 Andersen. All Rights Reserved.134 2001 Andersen. All Rights Reserved.135 2001 Andersen. All Rights Reserved.136 2001 Andersen. All Rights Reserved.137 2001 Andersen. All Rights Reserved.3.772.953.073.23.793.233.454.024.341.441.221.191.421.551.