臨界咨詢業(yè)務(wù)流程管理手冊(cè)

1、臨界業(yè)務(wù)流程管理手冊(cè)依據(jù) GB/T 19001 - ISO 9001：2000 質(zhì)量保證模式標(biāo)準(zhǔn)編制文件編號(hào)：起草部門：辦公室審核人：簽發(fā)人：批準(zhǔn)日期：版本標(biāo)識(shí)：文件標(biāo)識(shí)：有效版本臨界企業(yè)管理咨詢有限公司2002年8月6日修訂控制頁章節(jié)修訂內(nèi)容簡(jiǎn)述修訂日期修訂前章節(jié)名稱批準(zhǔn)人編號(hào)版本號(hào)建立2002/08/09總經(jīng)理批準(zhǔn)令目錄1 手冊(cè)說明 ·····················

2、3;·························5 1.1 手冊(cè)管理 ·······················

3、;·······················51.1.1管理目的·························&

4、#183;·············51.1.2管理范圍··································

5、83;····51.1.3相關(guān)職責(zé)·······································61.1.4措施和方法···

6、····································61.2本手冊(cè)適用范圍············&

7、#183;··························7按合同進(jìn)行的各種項(xiàng)目的管理·····················

8、;·····7在公司內(nèi)部進(jìn)行的各種相關(guān)工作的管理·····················71.3引用標(biāo)準(zhǔn)···················

9、83;··························7GB/T 19001 - ISO 9001 ： 2000··················

10、3;·········71.4術(shù)語定義·······································&#

11、183;······7質(zhì)量方面的術(shù)語····································7本手冊(cè)有關(guān)定義····

12、3;·······························72組織機(jī)構(gòu)圖和職責(zé)分配表················

13、83;······················72.1管理層職責(zé)··························

14、·················8總經(jīng)理職責(zé)································

15、·······8辦公室主任職責(zé)····································8傳播中心主任職責(zé)····&

16、#183;···························8咨詢中心主任職責(zé)····················

17、3;···········8培訓(xùn)中心主任職責(zé)································82.2部門職責(zé)····

18、;··········································8總經(jīng)理秘書職責(zé)······

19、83;·····························8辦公室職責(zé)···················

20、83;···················9傳播中心職責(zé)·····························&#

21、183;········9咨詢中心職責(zé)······································9培訓(xùn)中心職責(zé)·

22、·····································93業(yè)務(wù)流程說明···········

23、3;····································93.1咨詢項(xiàng)目············&#

24、183;·································9辦公室移交項(xiàng)目給咨詢中心··············&

25、#183;·············10準(zhǔn)備資料及洽談安排································10實(shí)地走訪·&#

26、183;·····································10談判···········

27、3;······························10簽約···················

28、·······················11方案規(guī)劃··························

29、·············11方案設(shè)計(jì)····································

30、···11方案評(píng)審·······································11確定方案，提交客戶·····&

31、#183;··························11方案實(shí)施輔導(dǎo)（客戶追蹤）·····················

32、;·······11后續(xù)服務(wù)拓展······································11整理資料，移交辦公室·

33、83;····························11項(xiàng)目結(jié)束，整理資料···················

34、3;············113.2診斷項(xiàng)目····································&

35、#183;········11辦公室移交項(xiàng)目給咨詢中心····························12準(zhǔn)備資料及洽談安排·········

36、·······················12談判··························&#

37、183;···············123.2.4簽約 ································

38、3;·········123.2.5診斷方案設(shè)計(jì) ······································12

39、3.2.6方案評(píng)審·······································123.2.7確定方案，進(jìn)行診斷·······

40、;·························133.2.8分析診斷結(jié)果，書寫報(bào)告，提交客戶·····················

41、133.2.9后續(xù)服務(wù)拓展 ······································133.2.10整理資料，移交辦公室······

42、3;·······················133.2.11項(xiàng)目結(jié)束，整理資料························

43、;········133.3培訓(xùn)項(xiàng)目 ········································&

44、#183;····133.3.1辦公室移交項(xiàng)目給培訓(xùn)中心····························143.3.2準(zhǔn)備資料及洽談安排···········&#

45、183;····················143.3.3談判 ···························

46、3;··············143.3.4簽約 ··································

47、········143.3.5培訓(xùn)方案設(shè)計(jì) ······································143.3.6方案評(píng)

48、審·······································143.3.7確定方案，進(jìn)行培訓(xùn)········&

49、#183;·······················153.3.8培訓(xùn)結(jié)果調(diào)查，書寫報(bào)告，提交客戶·····················153.3.9后

50、續(xù)服務(wù)拓展 ······································153.3.10整理資料，移交辦公室········

51、······················153.3.11項(xiàng)目結(jié)束，整理資料·························&

52、#183;······153.4視覺系統(tǒng)項(xiàng)目·······································153.4.1辦公室移交項(xiàng)目

53、給傳播中心····························163.4.2準(zhǔn)備資料及洽談安排··················

54、83;·············163.4.3談判 ···································

55、;·······163.4.4簽約 ·········································&

56、#183;163.4.5視覺系統(tǒng)方案設(shè)計(jì) ································163.4.6方案評(píng)審············

57、3;··························163.4.7確定方案，提交客戶·····················

58、···········163.4.8后續(xù)服務(wù)拓展 ····································

59、3;·173.4.9整理資料，移交辦公室······························173.4.10項(xiàng)目結(jié)束，整理資料·············

60、···················174 程序文件清單·····························&#

61、183;·················175 附件 ·······························&

62、#183;·······················171 手冊(cè)說明1.1手冊(cè)管理管理目的規(guī)范公司的業(yè)務(wù)運(yùn)作過程，并使在其中使用的各種文檔受到控制。管理范圍部門范圍：總經(jīng)理，辦公室，傳播中心，培訓(xùn)中心，咨詢中心業(yè)務(wù)范圍：本手冊(cè)流通涉及的整個(gè)過程1.1.3相關(guān)職責(zé)總經(jīng)理：負(fù)責(zé)發(fā)布本手冊(cè)。辦公室：負(fù)責(zé)本手冊(cè)的發(fā)行、修改、控制等過程。傳播中心、培訓(xùn)中心、咨詢中心：負(fù)責(zé)本

63、手冊(cè)及其支持文件的執(zhí)行。1.1.4措施和方法本手冊(cè)的編寫和批準(zhǔn)本手冊(cè)的編寫是全體員工在總經(jīng)理的領(lǐng)導(dǎo)下， 由辦公室負(fù)責(zé)組織編制。在必要時(shí)，由總經(jīng)理批準(zhǔn)，指定一個(gè)或多個(gè)部門予以配合進(jìn)行。本手冊(cè)由總經(jīng)理進(jìn)行審核，辦公室進(jìn)行具體的添加，刪除，修改等操作。本手冊(cè)及其修訂版本，上報(bào)總經(jīng)理批準(zhǔn)發(fā)布?？偨?jīng)理是本手冊(cè)的批準(zhǔn)發(fā)布者，以發(fā)文稿的形式在公司內(nèi)發(fā)布。手冊(cè)受控狀態(tài)管理經(jīng)過正式發(fā)布的本手冊(cè)分為受控和非受控兩種版本， 僅受控版本持有者可以得到最新有效版本。受控版本一般以電子版本形式置于公司內(nèi)部網(wǎng)絡(luò)服務(wù)器上， 公司內(nèi)部員工在規(guī)定范圍內(nèi)以只讀方式閱讀。手冊(cè)的發(fā)放將本手冊(cè)放到公司服務(wù)器或內(nèi)部網(wǎng)上；通過 E-mail

64、 將本手冊(cè)的存放路徑通知相關(guān)人員；內(nèi)部網(wǎng)上的本手冊(cè)為最新的、唯一的有效版本，任何其他形式的版本都為無效版本。質(zhì)量手冊(cè)的修改本手冊(cè)的修改和相關(guān)工作由辦公室實(shí)施辦公室負(fù)責(zé)接收部門和個(gè)人對(duì)本手冊(cè)的修改意見， 并作好記錄上報(bào)總經(jīng)理。修改本手冊(cè)后，辦公室應(yīng)在修改方案報(bào)總經(jīng)理審核后，由總經(jīng)理批準(zhǔn)發(fā)布。辦公室對(duì)每次修改做詳細(xì)記錄。質(zhì)量手冊(cè)換版更新本手冊(cè)的更換由辦公室進(jìn)行。辦公室提交新的手冊(cè)，由總經(jīng)理審核通過，批準(zhǔn)發(fā)布。辦公室負(fù)責(zé)最新版手冊(cè)的發(fā)放（手冊(cè)的發(fā)放）。作廢版本的管理為區(qū)別保留的作廢版本文件與有效版本文件，本手冊(cè)有“有效版本”和“作廢版本”兩種標(biāo)識(shí)（見封面） 。有效版本只能在網(wǎng)絡(luò)服務(wù)器上獲得。作廢版本

65、統(tǒng)一由辦公室保管并標(biāo)識(shí)。保密性安全性要求公司內(nèi)所有可以閱讀本手冊(cè)的人員需要時(shí)，必須從網(wǎng)絡(luò)服務(wù)器上實(shí)時(shí)獲得，此版本為受控版本，所有將本手冊(cè)拷貝到本地PC機(jī)上的版本，均為非受控版本；未經(jīng)允許，不能以任何形式將受控版本的本手冊(cè)傳播到公司外部；有義務(wù)按本手冊(cè)規(guī)范自己及所在部門的工作行為。1.2本手冊(cè)適用范圍1.2.1按合同進(jìn)行的各種項(xiàng)目的管理1.2.2在公司內(nèi)部進(jìn)行的各種相關(guān)工作的管理1.3引用標(biāo)準(zhǔn)GB/T 19001 - ISO 9001 ：20001.4術(shù)語定義質(zhì)量方面的術(shù)語有關(guān)質(zhì)量方面的術(shù)語依據(jù)GB/T19000-2000 idt ISO 9000:2000的定義。本手冊(cè)有關(guān)定義（此處需要大家一

66、起補(bǔ)充）2 組織機(jī)構(gòu)圖和職責(zé)分配表組織機(jī)構(gòu)圖：總經(jīng)理傳播中心主任培訓(xùn)中心主任辦公室培訓(xùn)中心2.1管理層職責(zé)總經(jīng)理職責(zé)負(fù)責(zé)公司總體業(yè)務(wù)計(jì)劃；審核、批準(zhǔn)各項(xiàng)目的工作計(jì)劃確立各級(jí)人員職責(zé)權(quán)利， 配備相應(yīng)資源開展工作 ,指導(dǎo)工作系統(tǒng)構(gòu)架建立參加評(píng)審會(huì)議辦公室主任職責(zé)負(fù)責(zé)對(duì)外聯(lián)系工作開展銷售工作負(fù)責(zé)將已獲得的項(xiàng)目合同移交相關(guān)部門，如傳播中心或咨詢中心傳播中心主任職責(zé)負(fù)責(zé)接收辦公室移交過來的項(xiàng)目合同建立相應(yīng)的項(xiàng)目小組，指定項(xiàng)目經(jīng)理指導(dǎo)、監(jiān)督有關(guān)工作咨詢中心主任職責(zé)負(fù)責(zé)接收辦公室移交過來的項(xiàng)目合同建立相應(yīng)的項(xiàng)目小組，指定項(xiàng)目經(jīng)理指導(dǎo)、監(jiān)督有關(guān)工作培訓(xùn)中心主任職責(zé)負(fù)責(zé)接收辦公室移交過來的項(xiàng)目合同建立相應(yīng)的項(xiàng)目

67、小組，指定項(xiàng)目經(jīng)理指導(dǎo)、監(jiān)督有關(guān)工作2.2部門職責(zé)總經(jīng)理秘書職責(zé)協(xié)助總經(jīng)理做好工作計(jì)劃建立項(xiàng)目、客戶的檔案辦公室職責(zé)市場(chǎng)分析和研究，提出公司銷售策略；制訂相應(yīng)的銷售推廣計(jì)劃，進(jìn)行銷售；建立和客戶的聯(lián)系，收集相關(guān)的客戶信息；協(xié)調(diào)公司內(nèi)部的項(xiàng)目進(jìn)展計(jì)劃；提供優(yōu)質(zhì)的行政服務(wù)和良好舒適的辦公環(huán)境。傳播中心職責(zé)制定部門工作規(guī)范和作業(yè)指導(dǎo)書， 建立技術(shù)資料庫， 保證工作運(yùn)作規(guī)范；不斷學(xué)習(xí)新知識(shí)，了解有關(guān)行業(yè)的新動(dòng)態(tài)；根據(jù)項(xiàng)目計(jì)劃，組織調(diào)配各種資源，實(shí)施項(xiàng)目計(jì)劃，保證計(jì)劃完成的日期和質(zhì)量。咨詢中心職責(zé)制定部門工作規(guī)范和作業(yè)指導(dǎo)書， 建立技術(shù)資料庫， 保證工作運(yùn)作規(guī)范；不斷學(xué)習(xí)新知識(shí)，了解有關(guān)行業(yè)的新動(dòng)態(tài)根據(jù)

68、項(xiàng)目計(jì)劃，組織調(diào)配各種資源，實(shí)施項(xiàng)目計(jì)劃，保證計(jì)劃完成的日期和質(zhì)量；客戶情報(bào)的收集和反饋，一般應(yīng)反饋給辦公室。培訓(xùn)中心職責(zé)保持學(xué)習(xí)，了解行業(yè)的新動(dòng)態(tài)根據(jù)項(xiàng)目計(jì)劃，組織調(diào)配各種資源，實(shí)施項(xiàng)目計(jì)劃，保證計(jì)劃完成的日期和質(zhì)量；客戶情報(bào)的收集和反饋，一般應(yīng)反饋給辦公室。3 業(yè)務(wù)流程說明圖例說明：表示流程中的各項(xiàng)需要的工作表示流程中可能會(huì)涉及的工作表示流程中需要進(jìn)行判斷的步驟3.1咨詢項(xiàng)目咨詢流程示意圖辦公室移交項(xiàng)目給咨詢中心實(shí)地走訪資料整理，結(jié)束項(xiàng)目；不成功談判潛在需求追蹤， 移交辦公室。辦公室移交項(xiàng)目給咨詢中心通過和客戶的聯(lián)系，達(dá)成咨詢意向，成立項(xiàng)目。整理相關(guān)資料和客戶聯(lián)系單，由辦公室主任移交給咨詢

69、中心主任。準(zhǔn)備資料及洽談安排咨詢中心主任接收項(xiàng)目資料后，成立項(xiàng)目組，指定項(xiàng)目經(jīng)理；研究客戶的資料，協(xié)助項(xiàng)目經(jīng)理和客戶進(jìn)行洽談。實(shí)地走訪根據(jù)項(xiàng)目要求以及和客戶聯(lián)系的實(shí)際情況，項(xiàng)目經(jīng)理可以決定是否去客戶企業(yè)進(jìn)行實(shí)地走訪。談判整理客戶的資料， 根據(jù)項(xiàng)目要求， 書寫項(xiàng)目需求書。和客戶進(jìn)行談判。談判成功，進(jìn)入簽約步驟。談判不成功，整理有關(guān)的資料，書寫項(xiàng)目實(shí)施情況總結(jié)，列出客戶潛在需求，移交辦公室。簽約和客戶簽訂合約。合同中需有的文件詳見合同文件清單。方案規(guī)劃根據(jù)合同要求和項(xiàng)目計(jì)劃， 項(xiàng)目經(jīng)理會(huì)同項(xiàng)目組成員一起制訂項(xiàng)目規(guī)劃。要求詳見規(guī)劃書編寫要求。方案設(shè)計(jì)根據(jù)方案規(guī)劃，項(xiàng)目經(jīng)理會(huì)同項(xiàng)目組成員一起進(jìn)行方案設(shè)計(jì)。要求詳見方案設(shè)計(jì)編寫要求。方案評(píng)審寫好的方案設(shè)計(jì)都要進(jìn)行評(píng)審，根據(jù)項(xiàng)目計(jì)劃和客戶要求，需要進(jìn)行不同級(jí)別的評(píng)審會(huì)。通過評(píng)審，發(fā)現(xiàn)方案的不足，根據(jù)具體情況回到或進(jìn)行修改。這個(gè)過程可以重復(fù)進(jìn)行多次，直到方案通過評(píng)審。確定方案，提交客戶將通過評(píng)審的方案打印，裝訂好之后，提交給客戶。需要客戶填寫確認(rèn)書。方案實(shí)施輔導(dǎo)（客戶追蹤）如果合同中需要提供方案實(shí)施輔導(dǎo)，就需要派咨詢師進(jìn)入企業(yè)進(jìn)行現(xiàn)場(chǎng)輔導(dǎo)。否則還是需要進(jìn)行客戶追蹤，及時(shí)發(fā)現(xiàn)客戶在實(shí)施方案過程中的問題，提供服務(wù)。后續(xù)服務(wù)拓展在方案實(shí)施過程中，需要探察后續(xù)