顾客满意策划方案].docVIP

安徽审计职业学院一楼食堂 顾 客 满 意 策 划 方 案 策划人：完美99六人组 策划时间：2012年11月 16日 目 录 公司介绍····································································2 二、顾客满意策划背景··························································3 三、调查问卷设计以及调查问卷数据分析·································3 （1）调查问卷设计··························································3 （2）调查问卷数据分析····················································4 四、提高顾客满意度的措施····················································4 （1）认识企业的顾客·······················································5 （2）内部顾客满意策划····················································5 尊重员工··································································5 体贴关怀··································································5 利益共享··································································5 有效沟通··································································5 （3）外部顾客满意策划····················································6 塑造“以客为尊”的经营理念···········································6 开发提供令顾客满意的产品·············································6 提供顾客满意的服务·····················································6 科学地倾听顾客的意见···················································6 五、结束语··········································································6 六、附录（一楼食堂客户满意度调查问卷）································7 安徽鼎盛餐饮管理有限公司安徽审计职业学院一楼食堂 顾客满意策划方案 公司介绍 安徽鼎盛餐饮管理有限公司是一家专业从事学校、企事业单位、大中小型工厂食堂承包、食堂管理，配送餐服务的专业化后勤饮食服务管理公司；公司于2004年成立，经过多年的科学经营，积累了较为丰富的餐饮管理经验，初步打开了合肥市食堂餐饮承包管理的市场，并赢得了广大客户的好评、信赖和支持。 安徽鼎盛餐饮管理有限公司从成立之日起就重视食品卫生与安全，秉承“安全至上、质量第一、以人为本的服务理念，坚持“全心全意为客户服务的宗旨；广泛吸纳优秀的管理人才，培养扩大优秀管理队伍，加大食品卫生监控力度。以务实的经营作风、科学的管理体系以优质的服务态度赢得诸多新老客户的支持和关爱。从而为公司稳健拓展奠定了扎实的基础。 公司设立职能部门有行政部、管理部、市场部、财务部、统采部、研发部、快餐部等多个职能部门。公司拥有员工160人，其中大专学历以上5人，职业经理5人，技师2人，高、中、初级厨师60人。公司全体员工均经过严格的体检和培训持证上岗。并与蔬菜、家禽基地签定长期战略合作协议，真正形成系统化的经营管理体系。二、顾客满意策划背景 当今社会，人们对食品卫生安全越来越看重。当下大学生群体，在就餐选择上，除了比较在意学校食堂饭菜的价格的问题，现在也更加看食堂饭菜的卫生质量以及食堂就餐环境。而学校食堂的承包企业也将面临比以往更加严格的要求。那