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业务管理业务管理TigerTiger20092009--0707--22221.1.了解客户了解客户2.2.了解产品了解产品3.3.了解市场（价格）了解市场（价格）4.4.了解流程了解流程5.5.客户服务（品质客户服务（品质//交期交期//价格价格/ETDBW/ETDBW））6.6.客户管理客户管理7.7.团队管理团队管理业务管理业务管理RunnerGroup(RNG)RunnerGroup(RNG)TaiwanRunner(TRN)TaiwanRunner(TRN)XiamenRunner(CRN)XiamenRunner(CRN)NingboRunner(WRN)NingboRunner(WRN)Taipei,Taiwan--------------------------Founded:1978Area:50,000ft2Employee:70--------------------------EngineeringAssembly------------------------Plumbing&SanitaryHardwareToolsElectronicsXiamen,China--------------------------Founded:1989Area:1,200,000ft2Employee:2,600--------------------------EngineeringPlasticMoldingSurfaceFinishingAssembly--------------------------Plumbing&SanitaryWaterFiltrationAutomotivesNingbo,China--------------------------Founded:2002Area:1,400,000ft2Employee:900--------------------------EngineeringMetalStampingPlasticMoldingElectroplatingPowderCoatingElectroDepositPlatingAssembly--------------------------HVACPlumbing&Sanitary1.了解客户先了解RunnerMilestones1978–RunnerfoundedinTaipei,Taiwan.1989–RunnerXiamenfoundedinXiamen,China.*1993–RunnerMRPsystemlaunched.1998–RunnerXiamenISO9002certified.1999–RunnerplatingfacilityestablishedinXiamen,China.*2001–RunnerTaiwanISO9002certified.2001–RunnerXiamenISO9001certified.2002–RunnerXiamenmovedtonewfacilityinNorthIndustryPark,Xiamen,China.*2002–RunnerandXiamenUniversityinagreementforRDcooperation.2002–RunnerTaiwanISO9001certified.2002–RunnerNingbofounded*2003–RunnerXiamenQS9000certified.2004–RunnerXiamenERPsystemlaunched.2007–XiamenTong-annewfactoryacquiredtoincreasecapacity*2007–Xiamenbrassfactoryfounded.*2008–RunnerXiamenproductionlinesconsolidatedtoTongannewfactory2008–RunnerNingboIndustrialParkfirst-stageconstructioncompletedinSeptember.*XiamenRunnerIntroductionXiamenPlating150,000Sqft150,000SqftJimeiHeadquarter450,000Sqft450,000SqftTonganfacility550,000Sqft550,000SqftBrassfactory86,000Sqft86,000Sqft1.了解客户•了解客户的背景•了解客户的做业模式（游戏规则）流程图品质系统采购系统研发系统开发系统Partners:Delta•百年老企業•Masco•Delta,Alsons,Damixa,Hansgrohe,Brizo/Peerless•AMSTD•百年老企業,全球化•Waterpik•NumberOnemarketshareonUS2.熟悉产品•产品分类•产品术语及专业名词•产品功能要求SideSprayPull-out/downSprayFiltrationBathDrainsShowerToiletTankParts产品分类PlasticFaucetPop-upSinkStrainerPlasticTubularAirRegisterDrainsWhirlpoorFittingMudToolsAutoParts产品分类产品术语及专业名词Wand---handspray---pulloutShowerhead---fixedmountPPAP---PQP产品功能要求外观要求表面处理功能要求机械性能要求法律法规要求客户特殊要求3.熟悉市场（价格）•了解客户的背景(高中低）•了解客户的做业模式（游戏规则）流程图品质系统采购系统研发系统开发系统4.了解流程•了解客户的做业流程(ROB,DR,DV,PPAP,PILOT,BA…)•了解自已内部的做业流程(PO,QUOTATION,NEWPROJECTDEVELOPMENT…)•流程的好处及可更改性—流程是为了服务客户的，不是对抗客户的•内部沟通5.客户服务•品质a.PPMb.QN发生率及重复性c.PPAP准时率d.PPAP一次达成率e.内部品质坚持5.客户服务•交期a.DeliveryPerformanceb.Leadtimec.Warehouseserviced.VMIe.Forecastmanagementf.异常反馈及专案处理g.关注试产转量产…5.客户服务•服务a.Email24小时回复b.报价回复时效—4workingdayc.报价追踪—TargetPriced.案件进度报告e.PostOfficef.Push客人•ETDBW5.客户服务•ETDBWa.技术创新（LSR,Dualshot,Airassist…)b.技术支持（新表面处理，Subcontract…)c.增值服务6.客户管理•营业额达成率及持续成长a.目标—策略—行动计划b.季度及年度Reviewc.客户拜访6.客户管理US$Million020406080100120200220032004200520062007200845.017.032.829.765.085.0100.06.客户管理•应收帐款•客户满意度•思考7.团队管理•下属/同仁做不好事的11个可能原因：1.不知做什么2.不知怎么做3.不相信事该做4.不会做5.没有时间做6.优先次序不对7.没有意愿做8.个人不能解决的障碍9.自以为做得很对10.不良的工作管理11.私人原因7.团队管理•员工的去留取决于管理人员的态度及工作环境：•41.6%-------态度•21.3%-------环境•20.7%-------升迁•7.9%---------薪资•8.5%---------其它QuestionsandCommentsTheEndThanks