毕博-管理咨询工具方法—2.2TeamMemberFeedbackQuestionnaire-Chinese
毕博管理咨询工具方法—2.2 Letter from owners for team feedbackChinese
经营业绩问卷–员工反馈Business Performance Questionnaire - Team Member Feedback尊敬的[姓名]如您所知，最近我们聘请了[咨询顾问名称] 来协助筹划[公司名称]未来战略发展的方向。
As you are aware we have recently appointed [Consultants’ Name]to assist us in planning the future strategic direction of [Business Name].作为整个过程的一部分，在[CAS日期]，[企业名称]将举行第一次客户咨询会议，届时将邀请一些重要的客户来就我们的业务活动提供意见。
我们认为这是增进客户了解的一个重要步骤，使我们能够达到、甚至超过他们的期望。
As part of this process, on [CAS Date], [Business Name] will be holding its first Client Advisory Session, where valued clients will be invited to provide feedback about our business. We see this as an important step in understanding our customers better so that we can meet and exceed their expectations.作为[企业名称]中非常重要的一员，我们很尊重您的经验和意见。
因此，我们希望得到您对企业的意见反馈，并邀请您参加这两次活动中的第一次活动。
As a valued team member of [Business Name]we also respect your experience and opinions. Therefore we would like to seek your feedback about our business and invite you to participate in the first of two initiatives.我们认为您对公司经营方式的意见和感受是十分重要的。
1毕博-管理咨询工具方法—Team Happiness System-Chinese
员工满意系统是一个用来评估员工意见的动态程序。
本系统旨在寻求员工在以下方面的反馈意见：The team member happiness system is a process designed to gauge the opinions of your team members on an on-going basis. The system seeks feedback on the following issues:-团队协作; team work;-个人满意度; personal satisfaction;-程流; progress; and-挑战challenges.该程序分为两个阶段。
第一阶段为企业主和/或经理向员工分发员工满意度评价表（见附录1）。
这张表格可以处理为保密文件，并将其作为一个让员工发表针对企业和团队环境方面意见或建议的渠道。
The process is divided into two stages. The first stage involves the owners and/ or managers distributing the team happiness form (see appendix 1) to the team. The form can be filled out confidentially and should provide an outlet for team members to voice any opinions or suggestions in regards to the way that the business and team environment is operating.该程序的第二阶段为员工反馈意见的合成（见附录2、3、4）。
合成后的结果应提供给员工，使其了解在一定时期内他们所取得的进展。
The second stage of the process involves the collaboration of the team feedback (see appendix 2, 3 & 4). Results should be collaborated and presented back to team members to enable them to see their progress throughout a given period.随附的附录提供了一个循序渐进的程序，只要遵循该程序，就可以获得一个较好的结果。
毕博-管理咨询工具方法—HowToDealEffectivelyWithAnUpsetCustomers-Chinese
模块：Module: 顾客服务Customer Service流程：Process: 顾客投诉Customer Complaints系统：System: 如何有效应对一个不满的顾客How to Deal Effectively With An Upset Customer系统执行人：System Champion: 所有员工All team members目标：Objectives:➢确保有效地处理顾客投诉To ensure that customer complaints are dealt with effectively➢确保顾客对企业感到满意To ensure customers are delighted with our business程序：Procedure:➢倾听，不打断顾客的谈话Listen without interrupting不管顾客表现得有多敌对、侮辱和不满，你必须毫无打断地完整地倾听其抱怨。
毫无打断地倾听也能帮助缓和顾客的情绪。
必须记录下所有关键信息。
Regardless of how hostile, abusive and upset the customer might be, you must listen fully to the complaint without interrupting. Listening without interruption will also help defuse the customer’s emotions. All vital information must be written down.➢决不要辩护Never get defensive顾客也许没有掌握所有适当的信息。
他们可能会辱骂。
他们可能会夸大。
他们可能会大声、用威胁性的语言。
即使这样，你也决不要自我辩护或开始争论。
这样，即使你对顾客的不良行为无能为力，但你能理解他们的不满，并通过不参与争论来控制自己的行为。
毕博-管理咨询工具方法—Enga...
毕博-管理咨询工具方法—Enga...第一篇：毕博-管理咨询工具方法—Engagement Letter Template-Chinese（范文模版）咨询项目信函 Engagement Letter尊敬的[姓名] 对于您决定在贵公司[公司名称]实施经营业绩改善项目（BPIP项目），我们表示感谢并致以热烈祝贺。
我们相信您一定会对项目成果感到满意。
Thank you and congratulations on your decision to proceed with the Business Performance Improvement Program for [Company Name].I am sure you will be delighted with the outcomes.正如我们已经讨论过的那样，您的投资是无条件得到保证的。
在每月的月末，我们将会听取公司方面的建议。
如果在任何时候您认为您的投资没有得到相应的价值回报，在双方同意的情况下，你方有权力要求我方退还前一个月的收费。
我们希望我们的服务不会对你们构成任何风险。
As already discussed, your investment is unconditionally guaranteed.At the end of each month we will review the advice from this firm.If at any time and at your complete discretion, you do not believe you have received value for your investment, upon mutual agreement we will refund the last month’s fee.Our intention is that the service we provide is at NO risk to yourself!经营业绩改善项目的概述Overview of the Business Performance Improvement Program 本项目的目的是在财务和运作方面改善您的经营业绩。
毕博-管理咨询工具方法—4.2TeamAdvisorySessionChecklist-Chinese
[企业名称–某公司] [Client Name – ABC Co]日期: Date:开始时间: Start Time:参会人员: Attendees:地点:Location: 结束时间: Finish Time:会前准备安排Pre – Session Arrangements✍[企业名称]拟定邀请参加员工咨询会议的人员[Client Name] to identify invitees to attend the Team AdvisorySession❑✍[企业名称]发出参加员工咨询会议的邀请[Client Name]to send out invites to Team Advisory Session ❑✍发出签有[顾问公司名称]的邀请函Send out letter of invitation to invitees signed by[Consultant Name]❑✍邀请发出一周后与参会人员确认日程安排，会议前一天再确认一次Confirm arrangements with invitees 1 week after the invitation hasbeen sent and 1 day before the session❑✍同[企业名称]一起准备员工咨询会议的问题Prepare Team Advisory Session questions with [Client Name]❑✍将会议地点安排在避免任何干扰的地方Arrange venue -neutral with no distractions✍安排点心Arrange refreshments❑o安排早茶/下午茶，有无特殊饮食要求？Morning/ Afternoon tea -any special dietary requirements? ❑✍制作姓名牌Prepare name tags ❑✍制作反馈表❑Prepare feedback forms会场布置Room Set-Up✍水杯Glasses of water ❑✍参会人员每人一份会议议程Copies of agenda for every attendee ❑✍笔和笔记本Pens and notepads ❑✍白板和白板笔Whiteboard and pens ❑✍录音设备Recording equipment ❑✍安装有演示内容的笔记本电脑(如果需要)Laptop computer with presentation loaded (if applicable)❑✍投影仪及幕布Projector and extension cords ❑✍鲜花Flowers ❑✍水果Fresh Fruit ❑✍冷饮和热饮Hot and cold refreshments ❑✍测试所有设备❑Test all equipment。
毕博-管理咨询工具方法—2.2AuthoritytoTalkDirectlyToMyTeamMembersForm-Chines
授权书AUTHORISATION员工反馈授权TEAM FEEDBACK AUTHORISATION作为经营业绩改善项目（BPIP项目）的一个组成部分，需要您的员工参与项目，并对经营业绩提供宝贵的意见。
An integral part of the Business Performance Improvement Program is to involve your team members and gather their valuable feedback on the performance of the business.为了开始这项工作，我们希望直接和您的员工联系，请他们填写员工反馈问卷。
员工反馈问卷分为两个部分：第一部分是角色评估；第二部分是询问有关客户服务、系统和文化方面的问题。
In order to begin this process we would like to contact your team members directly in order to ask them to complete Team Feedback Questionnaires. The Team Feedback Questionnaire is divided into 2 sections. Section 1 is a role evaluation and Section 2 asks questions in respect of customer service, systems and culture.我们希望得到您正式的许可，以便开始这项工作。
请阅读、填写完成这份表格，并将其寄还我们，以便我们尽快开始这项工作。
We would like to seek your formal permission to commence this process. Please read, complete and return this form to us so that we can begin this process as soon as possible.日期 DATE: [日期][咨询顾问名称] 被授权与本文件次页所列出的员工直接联系和沟通。
1毕博-管理咨询工具方法—4.5 Training Feedback Form-Chinese
外部培训反馈表EXTERNAL TRAINING FEEDBACK本反馈表用于评估你所参加的培训课程，并明确根据受训的结果，你将采取哪些改进的行动。
This feedback form is designed for you to evaluate the training course that you have attended and identify the action points that you intend to implement as a result of it.时间Date : [日，月，年][Day, Month, Year]出席Attendee:[出席者名称][Name of Attendee] 课程名称Course Title :[参加的课程名][Name of Course Attended] 部门Division : [部门名称][Name of Division]公司名称[公司培训师名称][Name of Business Trainer]部门经理[部门经理名称][Name of Division Manager]MY ACTION PLAN作为参加培训课程的成果，请在下表中按照优先顺序排列你将采取的行动，请详细注明你将采取的行动和该行动完成的具体时间。
In the table below, please prioritise the actions that you wish to implement as a result of this training course. Please detail what action you are going to take and a completion date for that action.。
1毕博-管理咨询工具方法—4.2 Team Member Invites_Chinese
员工咨询会议邀请函Team Advisory Session尊敬的[名字]如您所知，最近我们聘请了[咨询公司]来帮助筹划[企业名称]的战略方向。
As you are aware we have recently appointed [Consultants’Name]to assist us in planning the future strategic direction of [Business Name].作为[企业名称]有价值的一员，我们非常重视您的经验和意见。
所以我们希望听取您关于公司业务的反馈意见，并邀请您参加这次员工咨询会议。
As a valued team member of [Business Name]we respect your experience and opinions. Therefore we would like to seek your feedback about our business and invite you to participate in the first Team Advisory Session.本次会议将历时约两个半小时，在此期间我们想与您讨论作为一个雇主，[企业名称]是否满足或超过了您的期望，或者说还有什么不足之外。
同时，我们还想跟您讨论如何提高客户服务质量的问题。
The session will take approximately 21/2-hours, during which time we would like to discuss with you how [Business Name], as an employer, meets or exceeds your expectations, or falls short of them. We would also like to discuss your ideas on how we could improve service to our customers.[名字]，有两件重要的事情需要向您解释。
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第一部份：职责评估SECTION 1: ROLE EVALUATION本部份问卷旨在使顾问公司了解您的工作职责与内容。
请尽量详细地回答每一个问题，特别是您在工作中所遇到的问题，以及您对解决这些问题的建议。
请不要局限于本问卷中每个问卷所预留的篇幅，如果不够，您可以填写在空白纸张上，然后附在本问卷的后面。
The following questions are designed to provide us with an overview of your role in the business. Please provide as much information as possible particularly when detaining your frustrations with the business and ideas for overcoming those frustrations. Please do not limit yourself to the space provided. If you require more space, attach another sheet of paper.请坦率、诚实地回答本问卷中的问题。
您的所有回答都将视为机密，不会被泄露给任何第三方。
Please be open and honest. All responses will be kept confidential.姓名Your name职位Your position in the business进入本公司工作时间How long have you worked for the business?工作汇报关系Who do you report to?是否有下属向你汇报工作？如果有，请详细说明Does anyone report to you? If yes, please provide details below_____________________________________________________________________________________________ _____________________________________________________________________________________________ _____________________________________________________________________________________________ _____________________________________________________________________________________________ _____________________________________________________________________________________________1.简要介绍您的工作性质与作用Briefly describe the nature of your role______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________2.请说明您的主要职责What are your main areas of responsibility?1._________________________________________________________________________________________2._________________________________________________________________________________________3._________________________________________________________________________________________4._________________________________________________________________________________________5._________________________________________________________________________________________3.请在下表中提供以下方面的信息：In the table below please provide details of the following:✍您所从事工作的主要职能作用;The core functions of your job;✍在完成各项工作职责时所遇到的困难与障碍The frustrations or obstacles you face in performing each of these functions; and ✍解决这些困难与障碍的建议Recommendations to solve your frustrations or obstacles.4.请列出在工作中您所遇到的三项最主要的困难What are your 3 key frustrations?1._________________________________________________________________________________________2._________________________________________________________________________________________3._________________________________________________________________________________________5.请列出在工作中，您最喜欢的三件事是什么？What 3 things do you like most about your job?1._________________________________________________________________________________________2._________________________________________________________________________________________3._________________________________________________________________________________________第二部份：客户服务、系统与文化SECTION 2: CUSTOMER SERVICE, SYSTEMS AND CULTURE本部份由四个方面组成：总体客户关注程度、系统与程序、文化与管理、产品/服务与市场。
This part of the survey is split into 4 sections – Overall Customer Focus, Systems and Processes, Culture and Management and Products/Services and Marketing.总体客户关注程度OVERALL CUSTOMER FOCUS本部份侧重于了解贵公司对客户的总体关注程度，以及对客户所持的态度。
它旨在考察客户关注度对企业运营的重要性。
This section focuses on the businesses general focus and attitude towards customers. It explores how important a customer focus is to the business.系统与程序SYSTEMS AND PROCESSES本部份旨在考察贵公司有哪些系统与程序是针对客户服务的This part of the survey examines the extent to which the business has systems and processes in place that focus on customer service.文化与管理 CULTURE AND MANAGEMENT本部份旨在考察贵公司管理风格的性质，以及其对客户关注度的影响。
This part of the survey explores the nature of the management style used in the business and the extent to which this supports a culture focused on customer.产品/服务与市场PRODUCTS / SERVICES AND MARKETING本部份旨在了解贵公司是如何进行市场营销运作，以及产品/服务的拓展，并了解在此过程中是如何与客户需要相结合的。
This section examines the organisation’s approach to marketing and product and service development and the extent to which the needs of customers are considered in these processes.。