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ServiceService--Profit ChainProfit Chain
服务利润链服务利润链
Professor Jianmin JiaProfessor Jianmin Jia
Customer Employee FocusCustomer Employee Focus 2
以以顾客和员工顾客和员工为为中心中心
如何把一个企业做强？
员工和顾客应该成为管理层考虑问题的核心所在。
员工和顾客应该成为管理层考虑问题的核心所在
In the new economics of service, frontline workers
and customers need to be the center of
management concern.
既强调市场也强调运营的组织几乎是战无不胜的。
Organizations that achieve both market and
ti f l b t bl
operating focus are nearly unbeatable.
Powerful service firms employ a quantifiable set of
relationships that directly links profit and growth to
not only customer satisfaction and loyalty, but to
employee satisfaction, loyalty, productivity.
The Performance TrinitThe Performance Trinityy 绩效三位一体绩效三位一体 3
领导和管理
Leadership
and
management
价值和文化 愿景和战略
Values Vision
and and
culture Strategy
“We expect that good-to-great leaders would begin by setting a new vision
and strategy. We found instead that they first got the right people on the
bus, the wrong people off the bus, and the right people in the right seats –
and then they figured out where to drive it.” (Jim Collins)
Intangible AssetsIntangible Assets 无形资产无形资产 4
In recent years, physical assets accounting for
most of the book value of corporations have fallen
to around one-third of market value.
大多数公司的有形资产占它们市场价值的１/3.
These intangibles comprise
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