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标题:
技术服务质量管理------赵新玉
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作者:
rl126
时间:
2010-1-21 09:20
标题:
技术服务质量管理------赵新玉
<P><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-bidi-font-size: 12.0pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA"><STRONG>课程大纲</STRONG></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l2 level1 lfo1; tab-stops: list 18.0pt left 27.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-SIZE: 9pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">一、<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">服务质量管理的特点</SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></B></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 18pt; TEXT-INDENT: -2.4pt; mso-list: l1 level1 lfo3; tab-stops: list 24.6pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">1、<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">服务的特征</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 18pt; TEXT-INDENT: -2.4pt; mso-list: l1 level1 lfo3; tab-stops: list 24.6pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">2、<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">服务质量的特征</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 18pt; TEXT-INDENT: -2.4pt; mso-list: l1 level1 lfo3; tab-stops: list 24.6pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">3、<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">服务质量管理的基本特点</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 18pt; TEXT-INDENT: -2.4pt; mso-list: l1 level1 lfo3; tab-stops: list 24.6pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">4、<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">服务质量管理的管控重点</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p><FONT face="Times New Roman"> </FONT></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">二、服务的定位与服务标准设计。</SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></B></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 42.6pt; TEXT-INDENT: -27pt; mso-list: l2 level2 lfo1; tab-stops: list 33.6pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">1、<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">建立服务标准，满足客户需求，避免质量浪费</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 42.6pt; TEXT-INDENT: -27pt; mso-list: l2 level2 lfo1; tab-stops: list 33.6pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">2、<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">服务质量定位在服务质量管理体系中的重要地位</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 42.6pt; TEXT-INDENT: -27pt; mso-list: l2 level2 lfo1; tab-stops: list 33.6pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">3、<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">服务定位的步骤和基本方法：市场定位、服务需求识别、服务标准化</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 42.6pt; TEXT-INDENT: -27pt; mso-list: l2 level2 lfo1; tab-stops: list 33.6pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">4、<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">影响服务质量的因素</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 42.6pt; TEXT-INDENT: -27pt; mso-list: l2 level2 lfo1; tab-stops: list 33.6pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">5、<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">各种影响因素的控制要点</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 21pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p><FONT face="Times New Roman"> </FONT></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">三、事前管理：</SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></B></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 15.55pt; mso-para-margin-left: 1.48gd"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><FONT face="Times New Roman">1</FONT></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">、建立详细的服务规范与流程：服务活动展开、服务顺序设计、服务特征设计、服务方法与技巧设计、资源需求设计。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 15.55pt; mso-para-margin-left: 1.48gd"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><FONT face="Times New Roman">2</FONT></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">、</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><FONT face="Times New Roman">SLA</FONT></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">管理，确保服务标准与客户达成一致</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 15.55pt; mso-para-margin-left: 1.48gd"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><FONT face="Times New Roman">3</FONT></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">、人员素质技能是服务质量的基本保证</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 15.55pt; mso-para-margin-left: 1.48gd"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><FONT face="Times New Roman">4</FONT></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">、服务集中管理（集中受理、派单、回访），根据客户级别分配资源</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 15.55pt; mso-para-margin-left: 1.48gd"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><FONT face="Times New Roman">5</FONT></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">、突发事件管理：应急、异常事件识别；应急处理职责权限；应急准备和响应策划；应急预案</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p><FONT face="Times New Roman"> </FONT></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">四、事中管理：</SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></B></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 15.55pt; TEXT-INDENT: 6.6pt; tab-stops: list 33.55pt; mso-para-margin-left: 1.48gd"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><FONT face="Times New Roman">1</FONT></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">、按照监控规范实施过程控制</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 15.55pt; TEXT-INDENT: 6.6pt; tab-stops: list 33.55pt; mso-para-margin-left: 1.48gd"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><FONT face="Times New Roman">2</FONT></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">、服务过程符合度的抽查管理</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 15.55pt; TEXT-INDENT: 6.6pt; tab-stops: list 33.55pt; mso-para-margin-left: 1.48gd"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><FONT face="Times New Roman">3</FONT></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">、服务问题等级管理体系</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p><FONT face="Times New Roman"> </FONT></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">五、事后管理：</SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></B></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 15.55pt; TEXT-INDENT: 6.6pt; tab-stops: list 33.55pt; mso-para-margin-left: 1.48gd"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><FONT face="Times New Roman">1</FONT></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">、投诉的有效受理</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 15.55pt; TEXT-INDENT: 6.6pt; tab-stops: list 33.55pt; mso-para-margin-left: 1.48gd"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><FONT face="Times New Roman">2</FONT></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">、质量问题按事件回溯机制</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 15.55pt; TEXT-INDENT: 6.6pt; tab-stops: list 33.55pt; mso-para-margin-left: 1.48gd"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><FONT face="Times New Roman">3</FONT></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">、满意度调查与管理</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p><FONT face="Times New Roman"> </FONT></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">六、开展服务质量的评估与审计，持续提升服务质量</SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></B></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 18pt; TEXT-INDENT: 6.6pt; mso-list: l0 level1 lfo2; tab-stops: list 33.55pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">1、<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">建立服务质量管理部门</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 18pt; TEXT-INDENT: 6.6pt; mso-list: l0 level1 lfo2; tab-stops: list 33.55pt"><SPAN lang=EN-US style="FONT-SIZE: 9pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">2、<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">通过服务质量体系审计，审视服务的符合度</SPAN><SPAN lang=EN-US style="FONT-SIZE: 9pt"><o:p></o:p></SPAN></P><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA">服务质量评估，持续提升服务质量的竞争力</SPAN><BR>
<P><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-bidi-font-size: 12.0pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA"><STRONG></STRONG></SPAN> </P><BR>
<P><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-bidi-font-size: 12.0pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA"><STRONG></STRONG></SPAN> </P><BR>
<P><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-bidi-font-size: 12.0pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA"><STRONG><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-bidi-font-size: 12.0pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA">讲师介绍</SPAN></STRONG></SPAN></P><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-bidi-font-size: 12.0pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA"><STRONG><SPAN style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-bidi-font-size: 12.0pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-family: 'Times New Roman'; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA"><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 12.65pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -12.65pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 12.65pt; mso-char-indent-count: -1.2"><SPAN style="FONT-FAMILY: 新宋体; mso-bidi-font-size: 10.5pt; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt">赵新玉 先生<SPAN lang=EN-US><SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 21.35pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.85pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 1.0gd; mso-char-indent-count: -1.2"><SPAN><SPAN style="mso-list: Ignore">l<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN>技术营销专家<SPAN lang=DE><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 21.35pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.85pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 1.0gd; mso-char-indent-count: -1.2"><SPAN><SPAN style="mso-list: Ignore">l<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN>华为公司原营销副总裁<SPAN lang=DE><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 21.35pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.85pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 1.0gd; mso-char-indent-count: -1.2"><SPAN><SPAN style="mso-list: Ignore">l<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN>清华大学特聘教授<o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 21.35pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.85pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 1.0gd; mso-char-indent-count: -1.2"><SPAN><SPAN style="mso-list: Ignore">l<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN>德为管理咨询有限公司首席顾问<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 24.5pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -24.5pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 24.5pt; mso-char-indent-count: -2.71"><SPAN>职业经验：<SPAN lang=EN-US><SPAN style="mso-spacerun: yes"> </SPAN></SPAN><SPAN style="mso-spacerun: yes"> </SPAN></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt">历任华为副总裁、服务产品线总裁，华为营销全球区域负责人。<SPAN lang=EN-US>11</SPAN>年华为公司高级管理经验，华为服务营销创始人。四年中领导华为服务营销业务从零发展到<SPAN lang=EN-US>20</SPAN>多个亿，组建了华为服务营销的销售管理、商务管理、市场管理和服务产品行销和开发管理的组织和队伍建设。曾为同洲电子 、国人通信、中达等企业提供过培训或咨询服务。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 24.4pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -24.4pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 24.4pt; mso-char-indent-count: -2.71"><SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt"><SPAN style="mso-spacerun: yes"> </SPAN></SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt">是华为<SPAN lang=EN-US>SPMT</SPAN>委员会、营销商务授权管理团队、产品定价专家团等重大决策团队的的核心成员。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 10.85pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.85pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 10.85pt; mso-char-indent-count: -1.2"><SPAN>营销项目： 主持并参与的重大营销项目：<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 10.8pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.8pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 10.8pt; mso-char-indent-count: -1.2"><SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt"><SPAN style="mso-spacerun: yes"> </SPAN>1</SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt">、<SPAN lang=EN-US>1.2</SPAN>亿元中国电信维保项目（中国第一单服务项目）<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 10.8pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.8pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 10.8pt; mso-char-indent-count: -1.2"><SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt"><SPAN style="mso-spacerun: yes"> </SPAN>2</SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt">、<SPAN lang=EN-US>8200</SPAN>万元泰国<SPAN lang=EN-US>AIS</SPAN>项目<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 10.8pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.8pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 10.8pt; mso-char-indent-count: -1.2"><SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt"><SPAN style="mso-spacerun: yes"> </SPAN>3</SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt">、<SPAN lang=EN-US>4000</SPAN>万元香港和记专项服务项目<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 10.85pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.85pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 10.85pt; mso-char-indent-count: -1.2"><SPAN>管理项目：主持并参与的重大管理项目：<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 10.8pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.8pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 10.8pt; mso-char-indent-count: -1.2"><SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt"><SPAN style="mso-spacerun: yes"> </SPAN>1</SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt">、<SPAN lang=EN-US>IBM</SPAN>客户关系管理项目<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 10.8pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.8pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 10.8pt; mso-char-indent-count: -1.2"><SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt"><SPAN style="mso-spacerun: yes"> </SPAN>2</SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt">、<SPAN lang=EN-US> IBM</SPAN>市场管理（<SPAN lang=EN-US>MM</SPAN>）项目<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 10.8pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.8pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 10.8pt; mso-char-indent-count: -1.2"><SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt"><SPAN style="mso-spacerun: yes"> </SPAN>3</SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt">、<SPAN lang=EN-US> IBM</SPAN>工程交付端到端管理项目<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 10.8pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.8pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 10.8pt; mso-char-indent-count: -1.2"><SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt"><SPAN style="mso-spacerun: yes"> </SPAN>4</SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt">、<SPAN lang=EN-US>HP</SPAN>华为服务体系变革项目<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 10.8pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.8pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 10.8pt; mso-char-indent-count: -1.2"><SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt"><SPAN style="mso-spacerun: yes"> </SPAN>5</SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt">、<SPAN lang=EN-US>HP</SPAN>华为服务业务设计及运营项目<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 10.8pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.8pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 10.8pt; mso-char-indent-count: -1.2"><SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt"><SPAN style="mso-spacerun: yes"> </SPAN>6</SPAN><SPAN style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt">、<SPAN lang=EN-US>HP</SPAN>华为服务营销体系设计项目<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 10.8pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.8pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 10.8pt; mso-char-indent-count: -1.2"><SPAN lang=EN-US style="FONT-SIZE: 9pt; FONT-FAMILY: 新宋体; mso-bidi-font-weight: bold; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt"><SPAN style="mso-spacerun: yes"> </SPAN>------<o:p></o:p></SPAN></P><BR>
<P class=MsoNormal style="MARGIN: 0cm 5.25pt 0pt 10.85pt; LAYOUT-GRID-MODE: char; TEXT-INDENT: -10.85pt; mso-para-margin-top: 0cm; mso-para-margin-right: .5gd; mso-para-margin-bottom: .0001pt; mso-para-margin-left: 10.85pt; mso-char-indent-count: -1.2"><SPAN>擅长课程：《行业市场拓展》《集成项目管理与质量管控》《技术服务营销》《服务业务设计与运营》《专业销售战术与技能》《技术服务质量管理》《成为优秀的售前工程师》等（以上课程均成功举办过公开课、内训）<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P><BR>
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