1、此资料来自 台商信息网(大量管理资料下载)顾问咨询指南Consulting Guide本企业发展顾问咨询指南适用于顾问咨询公司。它为顾问咨询公司实施咨询项目提供了详尽的指导。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 East
2、ern Indonesian regions to be .此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 3472此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 3473目录TABLE OF CONTENTS背 景 BACKGROUND 4了解本指南 UNDERSTANDING THIS GUIDE 6八模块企业发展阶梯 THE 8 MODULE BUSINESS DEVELOPME
3、NT LADDER .9模块一：了解你的企业 MODULE 1: UNDERSTANDING WHAT BUSINESS YOU ARE IN 10概述 OVERVIEW 10主要学习目标 KEY LEARNING OBJECTIVES.11工具 TOOLS .12典型的模块一程序 TYPICAL MODULE 1 PROGRAM 13需完成的任务 TASKS TO BE COMPLETED 14模块二:了解顾客、市场和产品 MODULE 2: UNDERSTANDING THE CUSTOMERS， MARKETS AND PRODUCTS.29概述 OVERVIEW 29主要学习目标 KE
4、Y LEARNING OBJECTIVES.30工具 TOOLS .31典型模块二程序 TYPICAL MODULE 2 PROGRAM 33需完成的任务 TASKS TO BE COMPLETED 34模块三:确定商业模式 MODULE 3: DEFINING THE BUSINESS MODEL .50概述 OVERVIEW 50主要学习目标 KEY LEARNING OBJECTIVES.51工具 TOOLS .52典型的模块三程序 TYPICAL MODULE 3 PROGRAM 54需完成的任务 TASKS TO BE COMPLETED 54此资料来自 台商信息网(大量管理资料下
5、载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 3474需完成的任务 TASKS TO BE COMPLETED 55模块四:员工授权 MODULE 4: TEAM EMPOWERMENT .71对企业业绩进行管理 MANAGING ORGANISATIONAL PERFORMANCE72主要学习目标 KEY LEARNING OBJECTIVES.73工具 TOOLS .74需完成的任务 TASKS TO BE COMPLETED 77模块五:市场营销战略计划 MODULE 5: STRATEGIC MARKETING PLA
6、N.93概述 OVERVIEW 93主要学习目标 KEY LEARNING OBJECTIVES.94工具 TOOLS .95典型的模块五程序 TYPICAL MODULE 5 PROGRAM 97需完成的任务 TASKS TO BE COMPLETED 98模块六:企业系统化 MODULE 6: BUSINESS INDEPENDENCE114概述 OVERVIEW 114主要学习目标 KEY LEARNING OBJECTIVES.116工具 TOOLS .117典型的模块六程序 TYPICAL MODULE 6 PROGRAM 119需完成的任务 TASKS TO BE COMPLETE
7、D 120模块七:组织结构， 知识，环境管理和技术应用战略 MODULE 7: ORGANISATIONAL STRUCTURE， KNOWLEDGE， ENVIRONMENTAL MANAGEMENT AND TECHNOLOGY STRATEGIES.136概述 OVERVIEW 136主要学习目标 KEY LEARNING OBJECTIVES.138工具 TOOLS .139典型的模块七程序 TYPICAL MODULE 7 PROGRAM 141此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” P
8、age of 3475需完成的任务 TASKS TO BE COMPLETED 142模块八:反馈和持续改善 MODULE 8: FEEDBACK AND CONTINUOUS IMPROVEMENT.158概述 OVERVIEW 158学习目标 LEARNING OBJECTIVES.159工具 TOOLS .160典型的模块八程序 TYPICAL MODULE 8 PROGRAM 162需完成的任务 TASKS TO BE COMPLETED 162需完成的任务 TASKS TO BE COMPLETED 163注 NOTES179注 NOTES180注 NOTES181注 NOTES18
9、2此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 3476背 景Background本指南旨在为咨询顾问公司和其它商业服务机构提供技术和方法，使他们能够成功地为中小企业提供咨询服务。This guide is designed to provide consultants and other service providers with techniques and methodologies that will enable them to embark on successful co
10、nsulting engagements with small/medium size enterprises (SMEs).这里提供的资料旨在帮助咨询顾问公司能够与中小企业建立互惠的关系。 这些方法不仅可以获得 “快速取胜” 的效果，还能够促进咨询顾问与客户之间建立长期的关系-这是一种让咨询顾问获得 “受信任的顾问”的地位的关系， 是一种使双方的知识和资源汇集成一个 “知识和资源库” 的关系。 The materials provided， aim to enable the consultant to engage with SMEs in a mutually beneficial re
11、lationship. While the methodologies used will provide “quick wins， ” the materials 此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 3477are designed to facilitate a long-term relationship between consultant and client a relationship where the consultant earns the status o
12、f “trusted advisor” and where the knowledge and resources of both parties are used to create a “pool of knowledge and resources.”该项目的目的是改善企业在财务和运营这两方面的 业绩 。 这是通过在企业中实施许许多多小的措施后达到的结果。 普通和 优秀 企业的区别总是体现在这些小事情之中!The purpose of the program is to improve the performance of the business both financially an
13、d 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!本项目分为八个模块The program is split into 8 Modules;1. 了解你的企业此资料来自 台商信息网(大量管理资料下载)IFC-C
14、PDF “Delivering Solutions For Prosperity” Page of 3478Understanding What Business You Are In;2. 了解你的客户，产品和市场Understanding Your Customers， Products and Markets;3. 商业模式The Business Model;4. 员工授权Team Empowerment;5. 市场营销战略计划The Strategic Marketing Plan;6. 企业系统化Business Independence;7. 组织结构，知识， 环境管理和技术应用
15、战略Organizational Structure， Knowledge， Environment Management and Technology Strategies; and8. 反馈与持续改善Feedback and Continuous Improvement.此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 3479我们建议你在按月收取客户咨询费的前提上， 全面实施本项目。 但是， 在某些情况下， 先提供本项目的部分内容可能更合适， 例如， “客户咨询会”， 或 “优质服务争
16、创第一”的客户服务培训。We recommend that you implement the program in its entirety based on the client paying a fixed monthly fee for your 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 Se
17、rvice Leading The Pack” customer service training.本项目旨在了解企业， 提出和实施改进措施， 提供对企业所有者和员工都有实际意义的培训。 本项目旨在使企业业绩得到长期, 显著的改善。The program is based on exploring the business， generating and implementing improvements and providing practical meaningful training to both the business owners and the team members. I
18、t is based on achieving significant long-term business performance improvements.此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34710了解本指南Understanding This Guide本指南旨在概述经营业绩改善项目的八个模块。This guide aims to provide an overview of the 8 Module Business Performance Improvement
19、Program.经营业绩改善项目共分为八个模块:The Business Performance Improvement Program has been split into 8 distinct Modules:了解你的企业 Understanding What Business You Are In;了解你的客户，产品和市场 Understanding Your Customers， Products and Markets;商业模式 The Business Model;员工授权 Team Empowerment;市场营销战略计划 The Strategic Marketing Pla
20、n;企业系统化 Business Independence;组织结构，知识， 环境管理和技术应用战略Organisational Structure， Knowledge， Environment Management and Technology Strategies; and反馈与持续改善 Feedback and Continuous Improvement本指南接下来的部分对每个模块进行了概述。 每个模块都由 8 个步骤组成。 本指南中还提供有图表, 以帮助咨询顾问学习和理解这一流程。此外, 有工具提供的步骤也标注有专门的符号。针对每个模块， 我们都已提供了以下的内容:The foll
21、owing sections of this guide will provide an overview of 此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34711each 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 le
22、arning 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: 该模块的概述 An overview of the Module;主要学习目标(以表示) Key Learning Objectives (denoted by );该模块中提供的工具(以表示) A list of the available t
23、ools for that Module (denoted by ); 以图示方法列出八个步骤 A diagrammatic representation of the 8 stages involved; and“需完成的工作” 清单， 与工具相互参照 ( 以 表示) A list of “Things to Do， ” cross-referenced to the tools (denoted by )此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34712战略性经营业绩改善模式T
24、he Strategic Business Performance Improvement Model了解你的客户，市场和产品Understanding your customers， markets and products了解你的企业企业宗旨和目标Understanding what business you are inYour Mission and Goals商业模式The Business Model员工授权-建立标准和文化Team Empowerment -Developing standards and culture组织结构， 知识， 环境管理和技术应用战略Organisat
25、ional Structure， Knowledge， Environmental Management and Technology Strategies市场营销战略计划The Strategic Marketing Plan企业系统化-建立制度和规则Business Independence Creating systems and manuals反馈和不断改进Feedback and Continuous Improvement此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 3471
26、3此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34714八模块企业发展阶梯The 8 Module Business Development Ladder结构， 知识， 技术和环境管理战略Structure， Knowledge， Technology and Environmental Management Strategies3 1 1 1 1 1 1 1 1 1 1 1 1 1 6 1 1 1 1 1 1 5 1 1 1 1 1 1 7 1 1 1 1 1 1 4 1 1 1 1
27、 1 1 82 1 1 1 1 1 1 了解你的客户，市场和产品-制定竞争力性战略Understanding Customers， Markets & Products defining the competitive strategy商业模式-结构， 业务和财务计划The Business Model structure， business & financial plan员工授权- 建立标准，文化和人力资源Team Empowerment developing standards， culture & Human Resource strategies监督和持续改进-保持该过程持续进行Mo
28、nitoring & Continuous Improvement 企业系统化- 建立制度和规则Business Independence creating systems and manuals市场营销战略计划-制定和实施 The Strategic Marketing Plan documentation and execution了解你的企业Understanding what business you are in此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34715此资料来自
29、 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34716模块一：了解你的企业Module 1: Understanding What Business You Are In概述Overview任何咨询业务的开始阶段都是非常重要的。 作为咨询顾问，你所负责的是过程 -这是需要特别引起你注意的，你几乎不太可能控制结果。 你和你的客户一起开始了一个令人兴奋的旅程。 在这个旅程中， 客户和咨询顾问之间要进行双方向互动的知识交流。 这种信息的交流过程本身同信息一样有价值。The initial stage
30、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 client are embarking on an exciting journey together. During this journey， knowledge will b
31、e transferred between both parties - the client and the consultant. The process of this information transfer is as valuable as the information itself. 此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34717各方都要了解自己在这一关系中所扮演的角色-你只是咨询项目的推动人， 而不是客户业务的专家! All parties must unde
32、rstand your role in the relationship you are the facilitator of the program， you are not an expert in your clients business! 一般来讲， 在项目的第一阶段， 你要收集关于客户及其业务的信息。 你还要召开你的第一次战略计划会议。 第一阶段的目的是建立客户和咨询顾问之间的关系， 并开始经营业绩改善项目的 “计划” 阶段。 Typically， during this first stage of the program you will gather information
33、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 此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34718between client and consultant and begin the “pla
34、nning” stage of the Business Performance Improvement Program.此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34719主要学习目标Key Learning Objectives下面的清单详细列举了模块一- “了解你的企业 ”主要学习目标的一些内容:The following list details some of the Key Learning Objectives of Module 1 Understanding Wha
35、t Business You Are In:了解企业所有者 (或主要股东)的个人和企业目标， 并开始以所有者的个人目标为基础制定企业宗旨和/或远景；To understand the personal and professional goals of the business owners (or key stakeholders)， and begin to develop the Mission and/ or Vision for the business based on the personal objectives of the owners；了解企业当前财务和非财务方面的业绩情
36、况概况；To obtain an overview of the current financial and non-financial performance of the business；此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34720了解企业所服务的市场，及其产品在各自生命周期中所处的位置；To understand where the business and each market is in its product life cycle；了解如何评估企业的价值和系统
37、化会给企业价值带来的影响；To understand how businesses are valued and the impact that systematisation can have on the value of the business；确认企业的战略优势，劣势，以及当前所面临的机会和威胁；To identify the strategic strengths， weaknesses， opportunities and threats currently facing the business；明确改善企业表现的立即行动点(IAPs)；To identify Immediat
38、e Action Points (IAPs) to improve the performance of the business；明确企业面临的困境和通过实施 BPIP 来解决这些问题的方法；此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34721To identify the frustrations of the business and ways in which the BPIP can assist to resolve those issues； and建立咨询顾问和客户合
39、作的基础一种持续的关系To establish the basis on which the consultant and client will work together the on-going relationship.工具Tools下列工具为你提供工作帮助。 这些工具与” 需完成的任务” 部分相互参照( 用 表示 )。 The following Tools have been provided to assist you. These Tools arecross-referenced throughout the “Tasks to Be Completed” section (
40、denoted by ). 第一次战略计划会议邀请函1st Strategic Planning Session Invitation 第一次战略计划会议准备清单1st Strategic Planning Session Checklist此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34722 战略需求分析问卷 (SNAQ)Strategic Needs Analysis Questionnaire (SNAQ) 客户服务重点问卷Customer Service Focus Ques
41、tionnaire 利润潜力 (表格)Profit Possibilities (Spreadsheet) 第一次战略计划会议议程1st Strategic Planning Session Agenda 第一次战略计划会议 PowerPoint 演示稿1st Strategic Planning Session PowerPoint Presentation 第一次战略计划会议报告模本1st Strategic Planning Session Report Template 合作意向书模本Engagement Letter Template 小组计划会情况汇报议程Team Planning
42、 Session Debrief Agenda此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34723典型的模块一程序Typical Module 1 Program分析客户信息， 确定第一次计划会的日程明确 “热点” 和 “ E-DAY”Analyse client information and set your agenda for the 1st Planning Session identify the “hot spots” and “E-Day”3 1 1 1 1 1 1
43、6 1 1 1 1 1 1 5 1 1 1 1 1 1 7 1 1 1 1 1 1 4 1 1 1 1 1 1 82 1 1 1 1 1 1 召开第一次战略性计划讨论会， 确保自己明确 “立即行动点(IAPs )Hold 1st Strategic Planning Session ensure you identify the “Immediate Action Points” (IAPs)准备提交给客户的包含 IAPs 的计划讨论会报告Prepare Planning Session Report for client with IAPs assigned建立持续的客户关系基础，并向客户提
44、交合作意向书Establish basis of on-going relationship and send Engagement Letter to client information from client制定今后 12 个月的工作安排Schedule client program for 12 months与小组成员交流工作结果Communicate outcome to team members此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34724安排第一次(共两次)战略计
45、划会议的后勤事宜Arrange logistics for 1st (of 2) Strategic Planning Session从客户处收集信息Collect information from client1 1 1 1 1 1 1 此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34725需完成的任务Tasks to Be Completed1.1 安排第一次战略计划会议的后勤事宜Arrange logistics for 1ST Strategic Planning Sessio
46、n 第一次战略计划会议大约进行 3-4 个小时。 在此期间， 你将教给企业的所有者如何分析他们所从事行业的性质和评估他们在每个市场上的竞争地位。 你们还要一起研究 SNAQ 和完成一份立即行动点的清单。The 1st Strategic Planning Session will take approximately 3-4 hours. During this time you will teach the business owners how to analyse the nature of the industry in which they operate and evaluate
47、their competitive positioning within each market. Together you will also review the SNAQ and compile a list of Immediate Action Points. 这个会议还会给你提供更好地了解你的客户的机会。 你应当利用这次会议来获得他们的信任和建立你们之间的合作关系。The session also gives you the opportunity to get to know your clients better. You should use the session to g
48、ain their trust and build your working relationship. 确定会议的日期和时间。此资料来自 台商信息网(大量管理资料下载)IFC-CPDF “Delivering Solutions For Prosperity” Page of 34726Set the date and time for the session. 邀请客户-用信函/ 传真/电子邮件的形式确认这些安排。 请参见 “第一次战略计划会议邀请函”Invite the client use a letter/fax/email to confirm arrangements. Please refer to “1st Strategic Planning Session” Invitation 向客户发出 “ 战略需求分析问卷”。Send the “Strategic Needs Analysis Questionnaire“ to the client. 安排会议地点-尽量使用中立性的地点-会议场所必须确保无干扰。Arrange venue try to use a neutral venue ther
