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  • 中小企业发展问题与对策探微

    时间:2020-07-30 08:14:54 来源:天一资源网 本文已影响 天一资源网手机站

      中小企业发展问题与对策探微

      中小企业发展问题与对策探微(19800字) 摘 要:近年来,中小企业提供的就业机会约占全社会的八成以上,外贸出口占全国的2/3以上,其中轻工、纺织、服装、玩具、五金等方面的出口产品,几乎全部是它们提供的。湖南作为中国中南五省经济发展的桥头堡,中小企业 ...

     <p>中小企业发展问题与对策探微(字)<br />

     摘 要:近年来,中小企业提供的就业机会约占全社会的八成以上,外贸出口占全国的2/3以上,其中轻工、纺织、服装、玩具、五金等方面的出口产品,几乎全部是它们提供的。湖南作为中国中南五省经济发展的桥头堡,中小企业的发展将起到不可忽视的巨大作用。在我国深化经济改革,经济结构面临重大转型的历史时期,中小企业的发展战略研究起到至关重要的作用。本文从湖南中小企业发展现状,湖南中小企业发展战略以及中小企业发展制约因素等方面为湖南中小企业管理提出一些建议,以期促进湖南中小企业发展步入良性循环。<br />

     关键词:中小企业;湖南;战略发展;<br />

     <br />

     Exploration on Strategies and Problems of Development of Hunan Small and Medium Enterprises<br />

     Abstract:Recently,the employment opportunities which offered by the small and medium enterprises have occupied 80% of&nbsp; the whole society , exports have accounted for the country's 2 / 3, in which light industry, textiles, clothing, toys, hardware, etc., almost all are provided by the small and medium enterprises.. Hunan province , as an extremely important part of economical development of central south area ,the development of small and medium enterprises will play a very vital role. In the age of our country to deepen economic reform, and also ,economic structure of the historical period of major restructuring, the development of strategic management of small and medium enterprises play a crucial role. <br />

     This paper is going to make a series of recommendations which concerned on the situation of Hunan small and medium enterprises ,the constraints of development of Hunan small and medium enterprises ,to promote the Hunan small and medium enterprises into a vicious circle.<br />

     Key Words: Small and medium enterprises; Hunan province ; Strategic development <br />

     <P></P>

     <p>摘 要<br />

     改革开放以来,加工贸易在我国不断发展壮大,逐渐成为我国对外贸易中的主导贸易方式,对拉动经济起到了重要作用。但加工贸易发展存在着一系列的矛盾和问题。本文写作的宗旨主要就是为了在对加工贸易进行研究和探讨的基础上,找出加工贸易问题的&ldquo;症结&rdquo;所在,以便采取切实可行的政策措施,充分发挥加工贸易在我国外贸以及整个国民经济中的重要作用。<br />

     我国的加工贸易发展水平总体上比较低,一些项目存在着低水平重复建设的情况。使用国产料件较少,主要依赖进口料件的局面未得到根本改变;我国加工贸易现有的管理方式不能完全适应加工贸易的迅猛发展,管理水平较低;一些不法厂商利用加工贸易大肆进行走私、逃套汇和骗退税,造成国家税收大量流失,对我国外贸和国民经济健康发展产生了不良影响。

     <br />

     总之,在当前特定的国际、国内环境下,加工贸易的发展既存在机遇又面临挑战。特别是随着经济全球化,对外贸易备受瞩目,因此对加工贸易进行深入研究与分析也显得尤为重要。<br />

     <br />

     关键词:加工贸易;技术;对外贸易;可持续发展<br />

     <br />

     Abstract<br />

     Since the reform to open ,the processing trade is continuously developing strongly in our country, and gradually became a predominance method of our foreign trade, which is an important fuction to rise the economy.The processing trade development exits many problems.The purpose to write this text is finding out the " key sticking point" place of the processing trade problem after the deep research of the processing trade. After that we can found out the in order to adopt slice solid viable policy measure, well develop processing trade outside our country trade and whole national economies of important function. <br />

     The level of our processing trade development is lower.Some item develops in low level.The usage of the national product anticipates less, the situation of counting on imports anticipate is not changed at all.The current management to the processing trade in our country can't adapt to the fast fierce development of the processing trade completely, which level is lower.Some illegal businessmen make use of the processing trade to smuggle, escape the arbitrage with the rebate,which result in that a large quantity national tax run off.These produce the bad influence to our country foreign trade and the national economy development. <br />

     In fine, under this current particular nations, local environment, the development of the processing trade exit both the opportunity and the challenge.With the economic getting wider, the foreign trade has to be paid more attention.So proceeding thorough the research of the processing trade seems to be particularly important now. <br />

     <br />

     Key words:The processing trade;Technique;Foreign trade;Sustainable development <br />

     &nbsp; </p>

     <br />

     <p>&nbsp;字<br />

     &nbsp; <span class='Ccr568'></span> </p><P></P>

     <p>摘要:本文阐述了物联网的相关概念,根据农产品安全所特有的环境,剖析了农产品安全问题所存在的原因,在对国内外物联网发展现状及物联网在农产品安全中的具体应用的研究的基础上,分析了物联网在农产品安全中的发展中面临的相关问题,并且基于这些问题提出措施与建议,最后对物联网在农产品安全中的应用前景做了一下展望。<br />

     关键词:物联网;农产品安全;物联网技术<br />

     <br />

     The Research On The Application Of Internet Of Things In Agriculture Products Security<br />

     Abstract: This paper expounds the concepts of thing networking, according to the environment of farm produce safety peculiar farm produce safety problems; this paper analyzes the existing reason, and in the light of these reasons, puts forward relevant countermeasures. Understand that current development at home and abroad and physical network farm produce safety system network in the specific application, It analyzed the content of farm produce safety system network in the development of the key and facing problems, And it based on these measures and Suggestions of things, finally, made a prospect of farm produce safety system network in application prospect. <font color='#9a9a9a'></font> <br />

     Key words: the Internet of things;Agriculture Products Security;Technology of Internet of things<br />

     <br />

     目&nbsp; 录&nbsp;&nbsp;&nbsp;&nbsp; 字<br />

     摘要:&nbsp;&nbsp;&nbsp; 1<br />

     关键字:&nbsp;&nbsp;&nbsp; 1<br />

     一、物联网的相关概念&nbsp;&nbsp;&nbsp; 2<br />

     (一)物联网概念的产生与发展&nbsp;&nbsp;&nbsp; 2<br />

     (二)物联网的定义&nbsp;&nbsp;&nbsp; 2<br />

     (三)体系结构&nbsp;&nbsp;&nbsp; 3<br />

     二、农产品安全问题&nbsp;&nbsp;&nbsp; 3<br />

     (一)我国农产品安全问题的现状&nbsp;&nbsp;&nbsp; 3<br />

     (二)我国农产品安全问题存在的问题及表现&nbsp;&nbsp;&nbsp; 3<br />

     (三)解决我国农产品安全问题的对策&nbsp;&nbsp;&nbsp; 5<br />

     1.转变农业发展模式,强化源头管理&nbsp;&nbsp;&nbsp; 5<br />

     2.完善我国农产品质量安全预警机制&nbsp;&nbsp;&nbsp; 5<br />

     3.加快与国际标准接轨,建设我国食品安全标准体系&nbsp;&nbsp;&nbsp; 5<br />

     4.加强对环境农药污染问题的监管,充分发挥消费者的监督作用&nbsp;&nbsp;&nbsp; 6<br />

     5.积极推动农业标准化建设的实施,规范农药和兽药的使用管理&nbsp;&nbsp;&nbsp; 6<br />

     6.发展生态农业,走生态种植和养殖的&ldquo;绿色道路&rdquo;&nbsp;&nbsp;&nbsp; 6 <span class='Gbe453'></span> <br />

     三、物联网在农产品安全上应用的现状&nbsp;&nbsp;&nbsp; 6<br />

     (一)农副食品安全&nbsp;&nbsp;&nbsp; 6<br />

     (二)农业信息传送&nbsp;&nbsp;&nbsp; 7<br />

     (三)智能化培育控制&nbsp;&nbsp;&nbsp; 7<br />

     四、物联网技术在农产品安全中应用的发展现状&nbsp;&nbsp;&nbsp; 7<br />

     (一)应用物联网技术实施农产品生产智能管理的作用&nbsp;&nbsp;&nbsp; 7<br />

     (二)应用物联网技术实施农产品生产智能管理存在的困难&nbsp;&nbsp;&nbsp; 8<br />

     (三)应用物联网技术实施农产品生产智能管理的重点领域&nbsp;&nbsp;&nbsp; 8<br />

     (四)农产品生产智能监控的典型模式:葡萄园智能管理系统&nbsp;&nbsp;&nbsp; 9<br />

     五、物联网在农产品安全上应用的措施与建议&nbsp;&nbsp;&nbsp; 9<br />

     六、物联网在我国农产品安全上的发展与展望&nbsp;&nbsp;&nbsp; 10<br />

     (一)物联网在农产品安全上发展重点&nbsp;&nbsp;&nbsp; 10<br />

     (二)物联网发展趋势&nbsp;&nbsp;&nbsp; 10<br />

     七、结束语&nbsp;&nbsp;&nbsp; 10<br />

     参考文献&nbsp;&nbsp;&nbsp; 11<br />

     致&nbsp;&nbsp;&nbsp; 谢&nbsp;&nbsp;&nbsp; 12<br />

     &nbsp; <span class='Gbe453'></span> </p><P></P>

     <p>内容摘要<br />

     伴随着我国经济的快速发展,社会各阶层之间的利益冲突时而突显,社会群体性事件、危机事件在显示出政府公信力受到部分质疑的同时,也反映出公民表达自身利益方式的欠妥和参政议政方式的不当。不同社会阶层的公民通过不同方式表达自身利益的诉求,让我们欣喜地看到了公民参政议政积极性的提高和国家政治民主的进步。引起了我们对如何完善和保障公民参政议政制度的措施的探究<br />

     本文试图从公民参政议政的现状及其中存在的问题出发。就公民参政议政的现状而言,我国公民参政议政积极性普遍较低,原因主要有公民民主意识较为薄弱;表达意愿的渠道仍然较窄;腐败现象影响公民参政议政的信心等。对此本文提出了制度中的可完善和可执行方面的建议,力图从制度的保障中提升公民参政议政的积极性和方式选择的正确性,以此促进社会和谐、公民主人翁意识的增强和政府行政效率的提高。<br />

     <br />

     关键字:公民 参政议政 制度思考<br />

     <br />

     目录&nbsp; 9000字<br />

     一、公民参政议政的概念及意义&nbsp;1<br />

     二、我国公民参政议政的现状及原因分析&nbsp;4<br />

     三、美国的民意调查制度及对我国的启示&nbsp;6<br />

     四、完善我国公民参政议政制度的思考&nbsp;8<br />

     (一)立法方面&nbsp;8 <br />

     (二)司法方面&nbsp;9<br />

     (三)行政方面&nbsp;9<br />

     五、结语&nbsp;12<br />

     参考文献&nbsp;13<br />

     &nbsp; <p class='Jka574'></p> </p><P></P>

     <p>太平人寿某分公司营销策略研究(字)<br />

     摘 要:本文从营销管理的角度出发,在分析了目前公司所处的外部环境和内部环境,确定了太平人寿郴州分公司的发展策略和发展目标。根据本地区消费者的特点进行了市场细分,在分析公司自身情况和各个细分市场的市场潜力后,选择了目标市场,并对公司形象和产品进行了定位。在此基础上,提出了完整的市场营销组合策略,从目标市场、险种、价格、营销渠道和促销五个方面提出了具体的实施意见和建议。希望通过这次研究,能为太平人寿郴州分公司营销提供帮助。<br />

     关键词:人寿保险&nbsp; 营销&nbsp; 策略<br />

     <br />

     Peace Life Chen Zhou Branch Marketing Strategy Research<br />

     Abstract :This paper, from marketing management point of view, in the analysis of the current company locates the internal environment and external environment of the peace life, determines the development strategy of Chen Zhou branch and development goals. According to the characteristics of the region on the consumer market segment, by analyzing the company itself and the market potential of each segment market, select the target market, and the company's image and product positioning. Based on this, puts forward the complete market marketing mix strategy, from target market, coverage, price, marketing channels and promotion puts forward five specific implementation opinions and Suggestions. Hope that through this research for peace life Chen Zhou branch, marketing to offer help. <br />

     Keywords: life insurance&nbsp; marketing&nbsp; strategy<br />

     <P></P>

     <p>摘&nbsp;&nbsp;&nbsp; 要<br />

     物流设施布局问题一直吸引着学术界和工业界的相关人员不断的进行探索和研究。对于针织制衣企业来讲,在其内部物流设施布局问题的解决过程中,往往要在较短的时间内确定布局的设计和改善方案。在针织制衣企业内部物流得到改善、空间利用率得到提高的同时也会带来相关的施工、人工和直接生产损失等费用。因此,针织制衣企业内部物流设施布局改善同时也要付出一定的代价,如何找到一种科学有效的方法能够快速解决设施布局问题至关重要。本文研究的是如何利用物流设施布局常用的SLP方法来设计和改善某针织制衣企业内部物流设施布局。<br />

     针织制衣企业车间布局的设计和改善问题是一个优化问题,在现实问题的解决中存在各种限制条件和初始状态。本文针对某一具体的针织制衣企业内部物流设施布局所出现的问题,运用设施规划和物流分析中的SLP原理,来进行针织制衣企业内部物流设施布局的改善工作。首先,从该针织制衣企业内部物流设施布局现状入手,运用从至表进行物流分析;然后,综合考虑作业单位间物流与非物流的相互关系,确定作业单位之间的相互关系;接着,根据物流相关表与作业单位相互关系表,绘制作业单位位置相关图和面积相关图,由此得到改善方案;最后,考虑各种相关影响因素,对所得到的改善方案进行修正、比较,选出最优改善方案,从而对该针织制衣企业内部物流设施的布局进行重新现划和设计,使企业内部车间做到物流顺畅、运输路线最短、缩短生产周期和降低生产成本。

     <p class='Enm574'></p> <br />

     <br />

     关键词:针织制衣企业,物流设施布局,系统布置设计(SLP) <br />

     <br />

     ABSTRACT<br />

     Logistics facilities layout has been attracting academia and industry officials continued to explore and research. The terms of knitting and garment enterprises, logistics facilities in its internal layout of the settlement process, often in a short period of time determined to improve the design and layout of the programme. Knitting and garment enterprises in the improvement of logistics, improve the utilization of space at the same time will also have a related construction, artificial and direct costs such as loss of production. Therefore, knitting and garment enterprises internal layout to improve logistics facilities at the same time, pay a price, how to find a scientific and effective way to quickly resolve the crucial issue of distribution facilities. This paper is how to make use of logistics facilities used the layout of the SLP approach to design and the knitted garment enterprises to improve internal logistics facilities layout. <br />

     Knitting and garment enterprises workshop to improve the design and layout of the problem is a optimization problem, in reality the settlement of the issue in all kinds of restrictions and initial state. In this paper, a specific knitting and garment enterprises logistics facilities by the problems in the layout, use of facilities planning and logistics of the SLP in principle, knitting and garment enterprises to carry out the internal layout of the logistics infrastructure improvements. First of all, knitting and garment enterprises from the internal layout of the status quo logistics facilities start to use from the table logistics analysis and then, considering the logistics of operating units and the relationship between the non-logistics, operations determine the relationship between the units; Then, according to Table and related logistics units operating relationship between the table and draw plans related to operating unit location and size of the relevant plans, the resultant improvement programmes; Finally, considering all relevant factors, to get the amendments to improve the programme, compared to the most You improve the programme, which the knitting and garment enterprises logistics facilities are now re-zoned layout and design, so that enterprises within the workshop to smooth the logistics, transport routes as soon as possible to shorten the production cycle and reduce production costs. <p class='Enm574'></p> <br />

     <br />

     Key words:Knitting and garment enterprises, logistics facilities layout, the system layout design (SLP)<br />

     &nbsp;<br />

     目&nbsp;&nbsp; 录&nbsp;&nbsp;&nbsp; 字<br />

     中文摘要&nbsp;&nbsp;&nbsp; Ⅰ<br />

     ABSTRACT&nbsp;&nbsp;&nbsp; Ⅱ<br />

     1绪论&nbsp;&nbsp;&nbsp; 1<br />

     &nbsp; 1.1国内外的研究现状&nbsp;&nbsp;&nbsp; 1<br />

     &nbsp; 1.2研究背景&nbsp;&nbsp;&nbsp; 2<br />

     &nbsp; 1.3主要研究内容&nbsp;&nbsp;&nbsp; 3<br />

     2 物流设施布局规划与SLP方法概述&nbsp;&nbsp;&nbsp; 4<br />

     2.1 物流设施布局规划&nbsp;&nbsp;&nbsp; 4<br />

     2.1.1 布局设计的范畴&nbsp;&nbsp;&nbsp; 4<br />

     &nbsp;&nbsp;&nbsp; 2.1.2 布局的类型&nbsp;&nbsp;&nbsp; 5<br />

     2.1.3 布置的一般过程&nbsp;&nbsp;&nbsp; 5<br />

     2.2 SLP方法概述&nbsp;&nbsp;&nbsp; 6<br />

     &nbsp;&nbsp;&nbsp; 2.2.1 SLP方法的产生及应用&nbsp;&nbsp;&nbsp; 6<br />

     2.2.2 SLP方法的步骤&nbsp;&nbsp;&nbsp; 7<br />

     2.2.3 SLP方法的特点&nbsp;&nbsp;&nbsp; 8<br />

     3某针织制衣企业内部物流设施的布局现状分析&nbsp;&nbsp;&nbsp; 10<br />

     3.1 该针织制衣企业内部物流设施布局现状&nbsp;&nbsp;&nbsp; 10 <p class='Enm574'></p> <br />

     3.2存在问题及改进思路&nbsp;&nbsp;&nbsp; 10<br />

     3.3 所用SLP方法的相关基础理论&nbsp;&nbsp;&nbsp; 11<br />

     3.3.1 作业单位综合相互关系表&nbsp;&nbsp;&nbsp; 11<br />

     3.3.2 作业单位位置相关图&nbsp;&nbsp;&nbsp; 12<br />

     3.3.3 作业单位面积相关图&nbsp;&nbsp;&nbsp; 13<br />

     3.3.4 方案的评价与选择&nbsp;&nbsp;&nbsp; 13<br />

     4 运用SLP方法求解&nbsp;&nbsp;&nbsp; 15<br />

     4.1 生产现场物流分析&nbsp;&nbsp;&nbsp; 15<br />

     &nbsp; 4.2 绘制物流强度等级表&nbsp;&nbsp;&nbsp; 17<br />

     4.3 计算作业单位综合相互关系&nbsp;&nbsp;&nbsp; 19<br />

     4.4 绘制作业单位位置相关图&nbsp;&nbsp;&nbsp; 21<br />

     4.4.1 作业单位综合接近程度的计算&nbsp;&nbsp;&nbsp; 21<br />

     4.4.2作业单位位置相关图的绘制&nbsp;&nbsp;&nbsp; 22<br />

     4.5 绘制作业单位面积相关图&nbsp;&nbsp;&nbsp; 23<br />

     4.6 方案评优&nbsp;&nbsp;&nbsp; 25<br />

     5 结论&nbsp;&nbsp;&nbsp; 26<br />

     参考文献&nbsp;&nbsp;&nbsp; 27 <span class='Enm574'></span> </p><P></P>

     <p>不同行业上市公司投资行为比较分析(选题审批表,任务书,开题报告,中期检查报告,毕业论文字)<br />

     摘&nbsp; 要:本文以2008年前沪深上市的公司为样本,运用投资中的应收账款、存货、固定资产和长期股权投资占总资产比率来比较不同行业上市公司差异的方法,研究了不同行业上市公司的四种比率对投资行为的影响,在最后提出优化不同行业上市公司投资行为的对策。例如建筑业的优化对策是建立信用双向担保制度,减少应收账款、坏账,产业发展的速度与市场需求保持一致。<br />

     关键词:投资行为;应收账款;存货;固定资产;长期股权投资&nbsp; <br />

     <br />

     The Comparative Analysis of Listed Company in Different Industries about Investment Behavior<br />

     Abstract:Selecting listed companies before 2008 as samples, to compare the different of listed company in all walks of life by using the ration of account receivable, goods in stock, fixed asset and the long-term stockholder's rights investment of total property in investment, This paper analyzes the relationship between four ratios and investment ,in the last we can&nbsp; offer some propositions to the optimized different profession to be listed invests the behavior. such as the following ,the construction industry optimizing countermeasures is establish the Way of credit guarantee system, Reduce accounts receivable, bad debt, The speed of industrial development consistent with market demand. And so on . <br />

     Key words: Investment Behavior; Accounts receivable; goods in stock; fixed asset; the long-term stockholder's rights investment<br />

     <P></P>

     <p>摘&nbsp;&nbsp; 要<br />

     现代快递服务企业在促进国家经济发展、方便社会交流、满足消费者和商家多元化寄递需求、扩大就业方面发挥了积极作用。我国邮政快递EMS有着自身经营的独特优势和资源,但是也存在着体制不顺,服务意识、人才意识和品牌意识缺乏,服务价格较高并且缺少灵活性等方面的不足之处。随着中国邮政市场的对外开放,在和国外外资快递巨头、民营快递公司的抗衡中,我国邮政快递EMS应当如何克服不足,发挥比较优势继续经营?本文致力于调查分析中外快递公司在中国的发展现状,并针对我国邮政特快专递EMS目前存在的问题,希望可以为EMS发展提出可行的建议与对策,以促进中国快递业又好又快发展。

      <br />

     5.5行业的发展状况导致中国邮政EMS的部分战略失效 10<br />

     6中国邮政EMS(特快专递)发展的政策建议10<br />

     6.1体制改革是邮政的根本出路,政企分开,各得其所11<br />

     6.2强化网络建设,完善网络功能,使邮政真正成为物流配送主力军11<br />

     6.3一切以市场为出发点,要彻底转变经营观念11<br />

     6.4重视人员素质的提升,要加强人才的吸引和培育11<br />

     6.5加强整体品牌的建设,建成完善的品牌体系12 <p class='Dqs782'></p> <br />

     6.6对国内快递市场进行整顿,重新整合国内的快递资源,做到优势互补12<br />

     6.7加强国际合作,形成战略联盟12<br />

     7总结 13<br />

     参考文献 14<br />

     致谢 15 <span class='Dqs782'></span> <br />

     <br />

     &nbsp; <p class='Dqs782'></p> </p>

     <br />

     &nbsp;

     <br />

     &nbsp;

     <p>&nbsp; </p><P></P>

     <p>摘 要<br />

     随着计算机技术的普及,越来越多的人拥有了电子产品,随之而来的便是IT客服的地位逐步提升。作为客服的代表&mdash;&mdash;呼叫中心这个名字以逐渐被人们所接受。它不但为客户提供优质服务,更能间接地带给客户好的购买感受,提高客户满意度,并最终促使客户的再购买,从而使整个的品牌效应得到改善,客户忠诚度得到有效的提高。<br />

     本文以世界五百强之一的知名IT企业惠普公司的呼叫中心为脚本,逐步深入地探讨其现状及发展蓝图。在本文第一章阐述了整个惠普公司的企业理念,并通过&ldquo;惠普之道&rdquo;这一独特的视角剖析其经营上的成功。第二章仍以惠普为例,以一个参与者的眼光解析了呼叫中心的基本运作流程,并通过对厄朗C公式的阐述和清晰地图表反映了呼叫中心的坐席代表排班及电话量预测等相关问题。同时揭示了企业运营过程中的缺陷,提出相关的解决方案,为今后的发展指明了方向。第三章横向概览整个IT企业呼叫中心的发展现状,以&ldquo;独建&rdquo;和&ldquo;外包&rdquo;两个角度进行描写,并贯穿中外,使数据更具说服力。第四章透视了IT企业客服的发展前景,随着客户需求的不断提升,要求客服在技术、管理等方面逐渐适应新的发展,更好的服务于客户。

      </p>

     <p><br />

     目&nbsp;&nbsp; 录&nbsp;&nbsp;&nbsp; 字<br />

     任务书&nbsp;&nbsp;&nbsp; I <br />

     摘&nbsp; 要&nbsp;&nbsp;&nbsp; II<br />

     ABSTRACT&nbsp;&nbsp;&nbsp; III&nbsp; <br />

     第1章&nbsp;&nbsp; 绪 论&nbsp;&nbsp;&nbsp; &nbsp;1 <br />

     1.1引言&nbsp;&nbsp;&nbsp; &nbsp;1 <br />

     1.2背景&nbsp;&nbsp;&nbsp; &nbsp;1 <br />

     1.2.1国内状况&nbsp;&nbsp;&nbsp; &nbsp;1 <br />

     1.2.2国外状况&nbsp;&nbsp;&nbsp; &nbsp;2 <br />

     1.3 理论依据&nbsp;&nbsp;&nbsp; &nbsp;2 <br />

     1.3.1客户关系管理理论&nbsp;&nbsp;&nbsp; &nbsp;2 <br />

     1.3.2&ldquo;the HP Way&rdquo;理论&nbsp;&nbsp;&nbsp; &nbsp;2 <br />

     1.3.3数据库理论&nbsp;&nbsp;&nbsp; &nbsp;3 <br />

     1.4研究方法&nbsp;&nbsp;&nbsp; &nbsp;3 <br />

     第2章&nbsp;&nbsp;&nbsp; &nbsp;纵向看惠普&nbsp;&nbsp;&nbsp; &nbsp;4 <br />

     2.1&ldquo;惠普之道&rdquo;的内涵&nbsp;&nbsp;&nbsp; &nbsp;4 <span class='Pby983'></span> <br />

     2.1.1企业价值和目标&nbsp;&nbsp;&nbsp; &nbsp;4 <br />

     2.1.2经营策略及管理方式&nbsp;&nbsp;&nbsp; &nbsp;6 <br />

     2.2 分析与启示&nbsp;&nbsp;&nbsp; &nbsp;7 <br />

     2.3&ldquo;惠普之道&rdquo;(the HP Way)与今天的惠普&nbsp;&nbsp;&nbsp; &nbsp;7 <br />

     第3章&nbsp;&nbsp;&nbsp; &nbsp;解析IT企业客服管理&mdash;&mdash;呼叫中心&nbsp;&nbsp;&nbsp; &nbsp;9 <br />

     3.1呼叫中心的建立模式&nbsp;&nbsp;&nbsp; &nbsp;9 <br />

     3.1.1&ldquo;独建&rdquo;模式&nbsp;&nbsp;&nbsp; &nbsp;9 <br />

     3.1.2 &ldquo;外包&rdquo;模式&nbsp;&nbsp;&nbsp; &nbsp;9 <br />

     3.2惠普公司的客服管理&nbsp;&nbsp;&nbsp; &nbsp;9 <br />

     3.2.1 call center系统中的关键部件&nbsp;&nbsp;&nbsp; &nbsp;9 <br />

     3.2.2接入电话的一般流程&nbsp;&nbsp;&nbsp; &nbsp;10 <br />

     3.2.3接线服务的监管&nbsp;&nbsp;&nbsp; &nbsp;11 <br />

     3.2.4预测数据与实际结果&nbsp;&nbsp;&nbsp; &nbsp;15 <br />

     3.2.5惠普公司呼叫中心面临的困难及解决方案&nbsp;&nbsp;&nbsp; &nbsp;16 <br />

     第4章&nbsp;&nbsp;&nbsp; &nbsp;横向看IT企业客服管理&nbsp;&nbsp;&nbsp; &nbsp;20 <br />

     4.1成功案例:甲骨文(Oracle)&mdash;&mdash;&ldquo;独建&rdquo;呼叫中心代表&nbsp;&nbsp;&nbsp; &nbsp;20 <br />

     4.2企业选择&ldquo;外包&rdquo;型呼叫中心的几点理由&nbsp;&nbsp;&nbsp; &nbsp;21 <br />

     4.3我国IT企业客服发展的三大趋势&nbsp;&nbsp;&nbsp; &nbsp;22 <br />

     4.3.1由技术推动转向需求驱动&nbsp;&nbsp;&nbsp; &nbsp;22 <br />

     4.3.2由单一语音转向多媒体化&nbsp;&nbsp;&nbsp; &nbsp;22 <br />

     4.3.3创新平台实现业务支撑&nbsp;&nbsp;&nbsp; &nbsp;23 <br />

     第5章 IT客服业(呼叫中心)未来变革&nbsp;&nbsp;&nbsp; &nbsp;24 <br />

     5.1从客户接触流程开始&nbsp;&nbsp;&nbsp; &nbsp;24 <br />

     5.2客户洞察&nbsp;&nbsp;&nbsp; &nbsp;25 <br />

     5.3运营变革&nbsp;&nbsp;&nbsp; &nbsp;25 <br />

     第6章&nbsp;&nbsp;&nbsp; &nbsp;结 论&nbsp;&nbsp;&nbsp; &nbsp;28 <br />

     参考文献&nbsp;&nbsp;&nbsp; &nbsp;28 <br />

     致&nbsp; 谢&nbsp;&nbsp;&nbsp; &nbsp;29 <br />

     <br />

     &nbsp;<br />

     参考文献<br />

     1.吉尔&bull;戴奇,客户关系管理手册[M],北京:中国人民大学出版社,2004.1, P1~25<br />

     2.迈克&bull;贝尔,计算机电话系统&mdash;&mdash;CTI与呼叫中心[M],北京:电子工业出版社,2003.6 , P100~180<br />

     3.Lori Bocklund&Dave Bengtson,Call Center Technology Demystified[M],America:Pearson Education Inc.,2002,P20~80 <p class='Pby983'></p> <br />

     4.布拉德&bull;克里福兰,呼叫中心速成[M],北京:清华大学出版社,2002.2,P10~15<br />

     5. 唐&迈克雷南,数据挖掘原理与应用SQL Server2005数据库[M],北京:清华大学出版社,2007.1,P10~50<br />

     6.涂飞,算法与数据结构[M],北京:清华大学出版社,2005.4&nbsp; P1~50<br />

     7. Real Bergevin&Allen Wyatt,Contact Centers for Dummies[M],LSA:Wiley Publishing.Inc,2005.8 ,P1~20<br />

     8. DAVID PACKARD, The HP Way[M] , America: Collins Design, 2007.2 ,P1~100<br />

     9.李开复,做最好的自己[M],北京:人民出版社,2005.9,P10~15<br />

     10.斯蒂芬&bull;狄福,惠普之道[M],哈尔滨:哈尔滨出版社,2004.8,P1~15 </p><P></P>

    相关关键词: 企业发展问题与对策

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