<\/p>\n
<\/p>\n
\u5728\u6570\u5b57\u5316\u8f6c\u578b\u7684\u6df1\u6c34\u533a\uff0c\u4f01\u4e1a\u5bf9\u5ba2\u6237\u4f53\u9a8c\u7684\u91cd\u89c6\u5df2\u4ece\u201c\u52a0\u5206\u9879\u201d\u53d8\u4e3a\u201c\u751f\u5b58\u9879\u201d\u3002\u7136\u800c\uff0c\u8bb8\u591a\u4f01\u4e1a\u5728\u63a8\u8fdb\u6ee1\u610f\u5ea6\u8c03\u7814\u65f6\uff0c\u5e38\u9677\u5165\u201c\u6570\u636e\u591a\u3001\u6d1e\u5bdf\u5c11\u3001\u884c\u52a8\u96be\u201d\u7684\u56f0\u5c40\u3002\u8c03\u7814\u6570\u636e\u4e0e\u4e1a\u52a1\u51b3\u7b56\u8131\u8282\uff0c\u8017\u8d39\u5927\u91cf\u8d44\u6e90\u6536\u96c6\u7684\u95ee\u5377\u7ed3\u679c\uff0c\u6700\u7ec8\u53ea\u505c\u7559\u5728\u6c47\u62a5PPT\u4e2d\uff0c\u65e0\u6cd5\u6307\u5bfc\u5177\u4f53\u8fd0\u8425\u6539\u5584\uff1b\u7f3a\u4e4f\u884c\u4e1a\u5bf9\u6807\u57fa\u51c6\uff0c\u4f01\u4e1a\u5f80\u5f80\u4e0d\u6e05\u695a\u81ea\u8eab\u6ee1\u610f\u5ea6\u6c34\u5e73\u5728\u540c\u4e1a\u4e2d\u7684\u771f\u5b9e\u4f4d\u7f6e\uff0c\u96be\u4ee5\u8bbe\u5b9a\u6709\u6311\u6218\u6027\u4e14\u5408\u7406\u7684\u76ee\u6807\uff1b\u5f52\u56e0\u5206\u6790\u6d41\u4e8e\u8868\u9762\uff0c\u4ec5\u4ec5\u77e5\u9053\u201c\u5ba2\u6237\u4e0d\u6ee1\u610f\u201d\uff0c\u5374\u65e0\u6cd5\u7cbe\u51c6\u5b9a\u4f4d\u662f\u54ea\u4e2a\u670d\u52a1\u89e6\u70b9\u3001\u54ea\u9879\u4ea7\u54c1\u529f\u80fd\u5f15\u53d1\u4e86\u8d1f\u9762\u8bc4\u4ef7\uff1b\u62a5\u544a\u843d\u5730\u6027\u5dee\uff0c\u590d\u6742\u7684\u5206\u6790\u7ed3\u8bba\u96be\u4ee5\u8f6c\u5316\u4e3a\u4e00\u7ebf\u4eba\u5458\u53ef\u6267\u884c\u7684\u884c\u52a8\u6307\u4ee4\uff0c\u5bfc\u81f4\u4f18\u5316\u95ed\u73af\u65ad\u88c2\u3002\u8fd9\u4e9b\u75db\u70b9\u666e\u904d\u5b58\u5728\u4e8e\u4ece\u96f6\u552e\u5feb\u6d88\u3001\u91d1\u878d\u5230\u6c7d\u8f66\u3001\u533b\u7597\u7b49\u5404\u4e2a\u884c\u4e1a\uff0c\u6210\u4e3a\u4f01\u4e1a\u4f53\u9a8c\u7ba1\u7406\u5347\u7ea7\u7684\u201c\u62e6\u8def\u864e\u201d\u3002<\/p>\n
<\/p>\n
02 \u7834\u5c40\u201c\u843d\u5730\u96be\u201d \u2014\u2014 \u500d\u5e02\u5f97\u52a8\u4f5c\u4e0e\u4ef7\u503c<\/p>\n
<\/p>\n
\u9762\u5bf9\u4e0a\u8ff0\u6311\u6218\uff0c\u500d\u5e02\u5f97\u57fa\u4e8e18\u5e74\u5e02\u573a\u8c03\u7814\u4e0e\u6570\u636e\u5206\u6790\u7ecf\u9a8c\uff0c\u6b63\u5f0f\u63a8\u51fa\u4e86\u65b0\u4e00\u4ee3\u201c\u4f53\u9a8c\u9a71\u52a8\u589e\u957f\u201d\u89e3\u51b3\u65b9\u6848\u3002\u8fd9\u5bb6\u5df2\u670d\u52a130\u591a\u4e2a\u884c\u4e1a\u30012.5\u4e07\u5bb6\u5ba2\u6237\u7684\u6570\u5b57\u5316\u4f53\u9a8c\u7ba1\u7406\u670d\u52a1\u5546\uff0c\u6574\u5408\u4e86\u884c\u4e1a\u5e38\u6a21\u6570\u636e\u5e93\u3001\u5f52\u56e0\u5206\u6790\u6a21\u578b\u53ca\u53ef\u843d\u5730\u62a5\u544a\u4f53\u7cfb\uff0c\u65e8\u5728\u5c06\u6ee1\u610f\u5ea6\u8c03\u7814\u4ece\u201c\u4e8b\u540e\u8bc4\u4f30\u201d\u8f6c\u53d8\u4e3a\u201c\u4e8b\u524d\u9884\u6d4b\u201d\u4e0e\u201c\u4e8b\u4e2d\u5e72\u9884\u201d\u7684\u51b3\u7b56\u5f15\u64ce\u3002\u5176\u4e3b\u8981\u4ef7\u503c\u5728\u4e8e\uff0c\u4e0d\u4ec5\u5e2e\u52a9\u4f01\u4e1a\u201c\u542c\u89c1\u201d\u5ba2\u6237\u58f0\u97f3\uff0c\u66f4\u80fd\u901a\u8fc7\u667a\u80fd\u5206\u6790\u201c\u8bfb\u61c2\u201d\u58f0\u97f3\u80cc\u540e\u7684\u4e1a\u52a1\u903b\u8f91\uff0c\u5e76\u9a71\u52a8\u201c\u5373\u523b\u884c\u52a8\u201d\u3002<\/p>\n
<\/p>\n
03 \u4e3b\u8981\u529f\u80fd\u62c6\u89e3\uff1a\u4ece\u6570\u636e\u5230\u6d1e\u5bdf\u518d\u5230\u884c\u52a8<\/p>\n
<\/p>\n
\u2460 \u884c\u4e1a\u5e38\u6a21\u6570\u636e\u5e93\u2014\u2014\u544a\u522b\u201c\u95ed\u95e8\u9020\u8f66\u201d\u7684\u51b3\u7b56\u57fa\u51c6<\/p>\n
\u7f3a\u4e4f\u5916\u90e8\u53c2\u7167\uff0c\u5185\u90e8\u6570\u636e\u4fbf\u5931\u53bb\u5224\u65ad\u4ef7\u503c\u3002\u500d\u5e02\u5f97\u6784\u5efa\u4e86\u8986\u76d630\u591a\u4e2a\u884c\u4e1a\u3001\u5305\u542b\u6570\u4ebf\u6761\u8bc4\u4ef7\u6570\u636e\u7684\u884c\u4e1a\u5e38\u6a21\u6570\u636e\u5e93\uff0c\u4e3a\u4f01\u4e1a\u63d0\u4f9b\u7cbe\u51c6\u7684\u201c\u4f53\u68c0\u62a5\u544a\u201d\u5750\u6807\u3002<\/p>\n
– \u884c\u4e1a\u5bf9\u6807\u5206\u6790\uff1a\u81ea\u52a8\u5c06\u4f01\u4e1a\u7684NPS\u3001\u6ee1\u610f\u5ea6\u5f97\u5206\u4e0e\u540c\u884c\u4e1a\u3001\u540c\u89c4\u6a21\u4f01\u4e1a\u8fdb\u884c\u5bf9\u6bd4\uff0c\u76f4\u89c2\u5c55\u793a\u767e\u5206\u4f4d\u6392\u540d\uff0c\u8ba9\u7ba1\u7406\u5c42\u6e05\u6670\u77e5\u6653\u81ea\u8eab\u6240\u5904\u7684\u5e02\u573a\u4f4d\u7f6e\u3002<\/p>\n
– \u7ec6\u5206\u7ef4\u5ea6\u57fa\u51c6\uff1a\u4e0d\u4ec5\u63d0\u4f9b\u6574\u4f53\u5f97\u5206\uff0c\u66f4\u62c6\u89e3\u81f3\u6e20\u9053\u3001\u95e8\u5e97\u3001\u4ea7\u54c1\u7ebf\u7b49\u5177\u4f53\u7ef4\u5ea6\u7684\u5e38\u6a21\u6570\u636e\uff0c\u5e2e\u52a9\u4f01\u4e1a\u8bc6\u522b\u662f\u201c\u5168\u76d8\u843d\u540e\u201d\u8fd8\u662f\u201c\u5c40\u90e8\u77ed\u677f\u201d\u3002<\/p>\n
– \u8d8b\u52bf\u52a8\u6001\u8ffd\u8e2a\uff1a\u6301\u7eed\u76d1\u6d4b\u884c\u4e1a\u6574\u4f53\u4f53\u9a8c\u6c34\u5e73\u7684\u53d8\u5316\u8d8b\u52bf\uff0c\u4e3a\u4f01\u4e1a\u8bbe\u5b9a\u9636\u6bb5\u6027\u63d0\u5347\u76ee\u6807\u63d0\u4f9b\u52a8\u6001\u53c2\u8003\uff0c\u907f\u514d\u8bbe\u5b9a\u201c\u7a7a\u4e2d\u697c\u9601\u201d\u5f0f\u7684KPI\u3002<\/p>\n
<\/p>\n
\u2461 \u5f52\u56e0\u5206\u6790\u6a21\u578b\u2014\u2014\u4ece\u201c\u662f\u4ec0\u4e48\u201d\u5230\u201c\u4e3a\u4ec0\u4e48\u201d\u7684\u6df1\u5ea6\u7a7f\u900f<\/p>\n
\u7b80\u5355\u7684\u6ee1\u610f\u5ea6\u8bc4\u5206\u65e0\u6cd5\u63ed\u793a\u9a71\u52a8\u56e0\u7d20\u3002\u500d\u5e02\u5f97\u5185\u7f6e\u7684\u4e13\u5229\u5f52\u56e0\u6a21\u578b\uff0c\u80fd\u591f\u7cbe\u51c6\u91cf\u5316\u6bcf\u4e2a\u89e6\u70b9\u3001\u6bcf\u9879\u670d\u52a1\u5bf9\u6574\u4f53\u6ee1\u610f\u5ea6\u7684\u8d21\u732e\u5ea6\u4e0e\u5f71\u54cd\u529b\u3002<\/p>\n
– \u4f53\u9a8c\u53cc\u5411\u5f52\u56e0\u6a21\u578b\uff1a\u81ea\u52a8\u533a\u5206\u201c\u57fa\u672c\u56e0\u7d20\u201d\u3001\u201c\u7ee9\u6548\u56e0\u7d20\u201d\u4e0e\u201c\u5174\u594b\u56e0\u7d20\u201d\uff0c\u660e\u786e\u54ea\u4e9b\u662f\u5fc5\u987b\u4fdd\u6301\u7684\u201c\u5b88\u5206\u9879\u201d\uff0c\u54ea\u4e9b\u662f\u80fd\u5e26\u676520%\u4ee5\u4e0a\u63d0\u5347\u7684\u201c\u52a0\u5206\u9879\u201d\u3002<\/p>\n
– KANO\u6a21\u578b\u52a8\u6001\u5e94\u7528\uff1a\u9488\u5bf9\u4e0d\u540c\u5ba2\u7fa4\uff0c\u81ea\u52a8\u8bc6\u522b\u5176\u5bf9\u4ea7\u54c1\u529f\u80fd\u6216\u670d\u52a1\u7279\u6027\u7684\u9700\u6c42\u4f18\u5148\u7ea7\uff0c\u5e2e\u52a9\u4f01\u4e1a\u5c06\u6709\u9650\u8d44\u6e90\u6295\u5165\u5230\u5ba2\u6237\u6700\u5728\u610f\u7684\u6539\u8fdb\u70b9\u4e0a\uff0c\u907f\u514d\u201c\u4e00\u5200\u5207\u201d\u7684\u65e0\u6548\u6295\u5165\u3002<\/p>\n
– \u8bed\u4e49\u60c5\u611f\u5f52\u56e0\uff1a\u901a\u8fc7AI\u6587\u672c\u5206\u6790\u6280\u672f\uff0c\u6df1\u5ea6\u89e3\u6790\u5ba2\u6237\u5728\u5f00\u653e\u9898\u3001\u8bc4\u8bba\u4e2d\u7684\u81ea\u7136\u8bed\u8a00\uff0c\u81ea\u52a8\u63d0\u70bc\u9ad8\u9891\u5173\u952e\u8bcd\u4e0e\u60c5\u611f\u503e\u5411\uff0c\u5c06\u201c\u670d\u52a1\u6001\u5ea6\u5dee\u201d\u8fd9\u7c7b\u6a21\u7cca\u53cd\u9988\uff0c\u8f6c\u5316\u4e3a\u201c\u7b49\u5f85\u65f6\u957f\u8d85\u8fc75\u5206\u949f\u201d\u3001\u201c\u672a\u4e3b\u52a8\u95ee\u5019\u201d\u7b49\u53ef\u91cf\u5316\u7684\u5f52\u56e0\u6807\u7b7e\u3002<\/p>\n
<\/p>\n
\u2462 \u62a5\u544a\u53ef\u843d\u5730\u6027\u2014\u2014\u8ba9\u6d1e\u5bdf\u9a71\u52a8\u4e00\u7ebf\u884c\u52a8<\/p>\n
\u62a5\u544a\u7684\u4ef7\u503c\u5728\u4e8e\u6307\u5bfc\u884c\u52a8\u3002\u500d\u5e02\u5f97\u5c06\u5206\u6790\u7ed3\u679c\u4e0e\u4e1a\u52a1\u7cfb\u7edf\u6253\u901a\uff0c\u5b9e\u73b0\u4ece\u201c\u770b\u62a5\u544a\u201d\u5230\u201c\u505a\u52a8\u4f5c\u201d\u7684\u96f6\u5ef6\u8fdf\u8f6c\u5316\u3002<\/p>\n
– \u5206\u5c42\u7ea7\u52a8\u6001\u770b\u677f\uff1a\u4e3a\u51b3\u7b56\u5c42\u63d0\u4f9b\u6218\u7565\u4eea\u8868\u76d8\uff08\u5982\u6574\u4f53NPS\u8d8b\u52bf\u3001\u884c\u4e1a\u6392\u540d\uff09\uff0c\u4e3a\u7ba1\u7406\u5c42\u63d0\u4f9b\u8fd0\u8425\u770b\u677f\uff08\u5982\u5404\u533a\u57df\u95e8\u5e97\u5f97\u5206\u3001\u95ee\u9898\u5206\u7c7b\uff09\uff0c\u4e3a\u4e00\u7ebf\u6267\u884c\u5c42\u63d0\u4f9b\u4efb\u52a1\u5de5\u5355\uff08\u5982\u201c\u5ba2\u6237\u6295\u8bc9\u672a\u5904\u7406\uff0c\u8bf7\u7acb\u5373\u8ddf\u8fdb\u201d\uff09\uff0c\u786e\u4fdd\u4fe1\u606f\u7cbe\u51c6\u89e6\u8fbe\u3002<\/p>\n
– \u667a\u80fd\u9884\u8b66\u4e0e\u5de5\u5355\u8054\u52a8\uff1a\u5f53\u7cfb\u7edf\u76d1\u6d4b\u5230\u67d0\u95e8\u5e97\u6ee1\u610f\u5ea6\u5f97\u5206\u4f4e\u4e8e\u884c\u4e1a\u57fa\u51c6\u768410%\uff0c\u6216\u51fa\u73b0\u7279\u5b9a\u654f\u611f\u8bcd\u65f6\uff0c\u81ea\u52a8\u751f\u6210\u9884\u8b66\u5de5\u5355\u5e76\u6307\u6d3e\u7ed9\u5bf9\u5e94\u8d1f\u8d23\u4eba\uff0c\u89c4\u5b9a24\u5c0f\u65f6\u5185\u5b8c\u6210\u4fee\u590d\u4e0e\u56de\u8bbf\uff0c\u5f62\u6210\u201c\u76d1\u6d4b-\u9884\u8b66-\u4fee\u590d-\u56de\u8bbf\u201d\u7684\u95ed\u73af\u3002<\/p>\n
– \u6539\u5584\u6548\u679c\u91cf\u5316\u8ffd\u8e2a\uff1a\u6bcf\u4e00\u6b21\u884c\u52a8\u540e\uff0c\u7cfb\u7edf\u81ea\u52a8\u8ffd\u8e2a\u8be5\u89e6\u70b9\u7684\u6ee1\u610f\u5ea6\u53d8\u5316\uff0c\u7528\u6570\u636e\u9a8c\u8bc1\u6539\u8fdb\u63aa\u65bd\u7684\u6709\u6548\u6027\uff0c\u8ba9\u6bcf\u4e00\u6b21\u4f18\u5316\u90fd\u6709\u636e\u53ef\u67e5\uff0c\u907f\u514d\u201c\u5934\u75db\u533b\u5934\u3001\u811a\u75db\u533b\u811a\u201d\u3002<\/p>\n
<\/p>\n
04 \u5178\u578b\u573a\u666f\u6df1\u5ea6\u8986\u76d6<\/p>\n
<\/p>\n
\u573a\u666f\u4e00\uff1a\u96f6\u552e\u8fde\u9501\u54c1\u724c\u7684\u533a\u57df\u5bf9\u6807\u4e0e\u7cbe\u51c6\u6539\u8fdb<\/p>\n
\u67d0\u62e5\u6709500\u5bb6\u95e8\u5e97\u7684\u670d\u88c5\u54c1\u724c\uff0c\u5176\u533a\u57df\u7ecf\u7406\u4f7f\u7528\u500d\u5e02\u5f97\u5e73\u53f0\uff0c\u53d1\u73b0\u534e\u4e1c\u533a\u95e8\u5e97\u7684\u201c\u8bd5\u8863\u95f4\u4f53\u9a8c\u201d\u5f97\u5206\u4f4e\u4e8e\u884c\u4e1a\u5e38\u6a21\u768425%\u3002\u901a\u8fc7\u5f52\u56e0\u6a21\u578b\u5b9a\u4f4d\uff0c\u4e3b\u8981\u95ee\u9898\u662f\u201c\u8bd5\u8863\u95f4\u6570\u91cf\u4e0d\u8db3\u201d\u4e0e\u201c\u6e05\u6d01\u5ea6\u5dee\u201d\u3002\u7cfb\u7edf\u81ea\u52a8\u751f\u6210\u5de5\u5355\u7ed9\u95e8\u5e97\u5e97\u957f\uff0c\u8981\u6c42\u572848\u5c0f\u65f6\u5185\u5b8c\u6210\u6e05\u6d01\u5e76\u63d0\u4ea4\u6574\u6539\u7167\u7247\u3002\u4e00\u4e2a\u6708\u540e\uff0c\u8be5\u533a\u57df\u8bd5\u8863\u95f4\u4f53\u9a8c\u5f97\u5206\u63d0\u5347\u4e8615%\uff0c\u8fde\u5e26\u9500\u552e\u8f6c\u5316\u7387\u540c\u6b65\u589e\u957f\u3002<\/p>\n
<\/p>\n
\u573a\u666f\u4e8c\uff1a\u91d1\u878d\u673a\u6784\u7684\u5ba2\u6237\u6d41\u5931\u9884\u8b66\u4e0e\u633d\u56de<\/p>\n
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