First, management theory knowledge
Customer service and customer satisfaction, the importance of customer service. In the work of customer relations, we should adopt various channels and methods to listen to customers' voices and learn to care about customers. Have a business vision from the outside to the inside. To achieve customer service and customer satisfaction, we must first analyze the needs of customers at different levels, and have different priorities and inputs at different times. It is very important to accurately judge the critical moment of customer service, transform the general service quality requirements into specific standards, and determine the front-line personnel for business marketing acceptance.
Regarding performance management and performance preparation assessment, performance management has four fields: activity field, performance field, post field and life field. Performance management is all-round management. PDCA is the setting of performance goals, performance coaching, data collection and performance evaluation, performance feedback, diagnosis and improvement. On the one hand, the key point of setting performance goals is that the goals should be decomposed from top to bottom, that is, work breakdown structure (WBS); on the other hand, employees should make commitments from bottom to top, that is, employees should make commitments for their own work performance (PBC). Performance coaching is a whole process of monitoring, communication and assistance, which helps employees achieve their goals and plans. Performance coaching is the real core of performance management. Performance evaluation is one of the core contents of enterprise value evaluation system. To do a good job in performance, we should keep in mind the eight words "monitoring, implementation and unremitting efforts"
Benchmarking management of managers: This paper discusses the role, responsibility, quality, professional practice and personality of managers. First of all, the manager's role includes eight roles: business leader, task dispatcher, contact person, supervisor, communicator, executor, mentor and problem solver. Second, the responsibility of managers is mainly to lead others to finish their work effectively and manage people. Three, the quality of managers should have the following ten main qualities: deductive thinking, inductive thinking, service spirit, talent cultivation, monitoring ability, initiative, interpersonal understanding ability, leadership ability, cooperation spirit and influence ability. Fourth, the professional practice and character of managers follow the third chapter: serving the people wholeheartedly; Selflessness and dedication to others; The spirit of the foolish old man moving mountains.
Self-cultivation of successful people: first, initiative; The second is from the beginning to the end; The third is the first thing; Fourth, win-win thinking; The fifth is to put yourself in the shoes; The sixth is to integrate differences; Seventh, balanced development and constant renewal. The profound truth that personality is the cornerstone of success can be seen everywhere.
Decomposition and implementation of organizational strategy: first, understand the strategic setting goals. First of all, we should understand the organizational strategy and superior goals, that is, we should deeply understand the company's vision, development, medium and long-term goals, key goals to be achieved in the short and medium term, recent business priorities and major projects, as well as the evaluation system and key performance indicators. Knowing the customer situation means knowing who our target customers are, what our customer structure is, how to explore customers and guide their new needs. Understanding the business law is the ecological environment and industry value chain, business structure and business model, industry market and application performance, what core resources are needed, and the organization's development ideas and vision for this business. Second, aim at the target, find a way to break down the task with the same plan; Equipped with resources, giving priority to the first; Make plans with them, they are the meridians connecting groups; Is a commitment to the goal; It is a tool for communication; Is the guarantee of success. Third, employees' commitment is to let them fully understand the goals and strategies; * * * Make employee performance commitment; Instruct employees to make personal plans. Fourth, leading implementation means devoting all your efforts and leading actions; Timely monitoring and timely improvement; Check the strategy and direction to ensure the realization of key objectives. Fifth, evaluating improvement means checking the performance review and reviewing the implementation process; Employee performance evaluation, diagnosis and communication.
Second, the concept of innovative consciousness
In terms of customer service and customer satisfaction, first, problem-based prevention is far more important than problem solving, and fire prevention is more important than fire fighting. It is necessary to further emphasize the importance of continuous improvement and optimization.
Performance management and performance appraisal, first, the sign of successful enterprise reform is: recognition of employees' hard work. Performance management is the setting and decomposition of task objectives and employees' commitment to the objectives. The management of this process is a fully monitored management process, and the ultimate goal is to motivate employees to work hard and succeed with the enterprise.
Managers benchmark, deeply understand the eight roles of managers, and understand the eight different roles of Bobin team. Know and understand the use of power in the manager's duties. A breakthrough in understanding the influence of managers' quality. Understanding of the sense of mission of professional roles.
The accomplishment of successful people, the Pareto principle of putting things first, spends limited time on important things. Regarding the integration differences, the differences exist objectively, so we should first face them squarely. Difference is the source of innovation and should be cherished; Only by integrating differences and using them correctly can we achieve greater results.
The decomposition and implementation of organizational strategy, from the operation of business processes, the management of platform resources, the construction of efficient teams, correctly understand the setting of organizational strategic objectives. How to understand the setting of organizational goals is directly related to the decomposition and implementation of organizational goals and tasks. When thinking is broken, the understanding of things will definitely improve. Regarding strategic decomposition to guide employees to make personal plans, we must have a sense of "landing" to help employees achieve innovative work. On the principle that attitude is more important than skill in strategy implementation. Regarding the evaluation and improvement in the process of strategy implementation, management is the monitoring process of the whole process, but the setting of enterprise strategic objectives and employee performance should be evaluated and diagnosed from time to time.
Third, operability.
Customer service and customer satisfaction, from the outside to the inside to achieve customer satisfaction. We must listen to our customers and make improvements according to the importance of their concerns.
Four steps to deal with customer dissatisfaction. Only those that can be measured can be managed, and customer service should also be managed quantitatively, and a whole-process customer management system should be established.
Performance management and performance appraisal, which effectively support the setting and commitment of performance goals of enterprise strategy and business goals, are the integration of the setting of work breakdown structure and employees' commitment to their work performance. The principles and methods of performance management can adopt PAW mode, namely: PDCA, ACEO, WBS+PBC.
Benchmarking managers can deepen their understanding of the importance of changing from independent contributors to enterprises through learning. To understand the true meaning of the authority of managers and supervisors, the key is to play a coaching role.
The self-cultivation of successful people involves the balanced development of four aspects: first, meeting the needs of life, second, contributing to society, third, improving learning ability, and fourth, having good interpersonal relationships.
The decomposition and implementation of organizational strategy, regarding the understanding of strategy, the "SWOT" analysis method can be adopted for business. The method of "5W2H" can be used for strategic decomposition. The implementation strategy can adopt the method of "five guidance", namely enlightenment, guidance, consultation, discipline and teaching.
Fourth, personal development and cultivation.
Strive to be evergreen, maintain a good attitude, and strive for balanced development in study and work.