First, summarize the shortcomings in the work in the past year, and now analyze them as follows to encourage yourself:
1, personal work:
(1) In August 2009, I was appointed as the business manager. In personal work, due to the increase in daily work and coordination with departments, the number of times in the community in daily life has decreased, and the actual and real situation of the community has not been seriously understood, and the authenticity of community feedback has not been grasped, resulting in distortion of feedback information.
(2) Another embodiment is the response to new customers in some specific personal business development.
The in-depth analysis of interviews and the maintenance of old customers are not detailed enough. The analysis of competitors' products is not deep enough, and the understanding of market situation is not active enough.
2. Internal management oversight of the business department.
(1) Professional training and extracurricular knowledge of business personnel are not in place.
Although the pre-job business representatives were systematically trained, the subsequent professional training was not done well, which led to the business representatives knowing everything you said (because he was trained) and not knowing what you said (because he forgot), so continuous learning and training will be a major focus of the later work. Strengthen the construction of professional training and evaluation.
(2) The business information channel is narrow and the market expansion ability is insufficient.
Our business volume has not developed greatly, which reflects the shortcomings of our business expansion: limited information scope, narrow channels and lack of standardized management; Information screening is arbitrary, tracking means is simple, and there is no systematic planning; The market development ideas are not broad, the means are not rich, the individual combat ability is not strong, and the comprehensive skills need to be improved.
(3) Insufficient control of work details leads to low comprehensive benefits.
After more than ten years of brand precipitation, corporate governance is improving day by day, and corporate culture has also accumulated. However, today's Shangge people have no professional ethics and sense of responsibility, no work enthusiasm and fighting spirit. Although they are busy everywhere and bring customers, we still control the details because our work is not accurate enough.
Insufficient, resulting in unsatisfactory comprehensive benefits. For example: pull the business list, but the brand introduced awareness in the early stage, and the on-site cooperation was out of touch; I paid a deposit and drew a picture, but the concept and scheme of the picture could not impress the customer; Wait a minute.
3. Customer service center
(1) The receptionist didn't take the customer seriously enough, which led to a bad first impression.
The etiquette reception at the front desk is not professional enough, and there is no in-depth understanding of the company's corporate culture, and the early guidance to customers is not in place, which leads to the lack of understanding of the company's brand, brand trust and brand added value. For example: the company's founding time, honors won, company strength, company's awareness in the current market, unfamiliar brands, etc.
(2) The maintenance of old customers lags behind, which leads to the decrease of the recommendation rate of old customers.
Cultivating the loyalty of an old customer is a magic weapon for the long-term development of an enterprise. The difficulty and cost of developing a new customer is greater than maintaining the repeated purchasing power and recommendation rate of old customers. And often we ignore this point, which leads to a great discount on the recommendation rate of customers. Strictly control the quality during the construction process, and actively and properly maintain after-sales. Daily maintenance should be done for old customers, such as: daily blessing SMS, weather reminder, holiday greeting card and other details marketing, maintaining the relationship between old customers and the company, and also getting the model house of old customers in the first time.
4. My own defects
(1) Carelessness
There are too few problems to consider, and the problems that should be considered should not be considered. There is no systematic analysis of things, but a blind conclusion. This kind of personality will be quite unfavorable to the self-establishment of personal prestige and needs to be changed urgently!
(2) The temper is too impatient and not calm enough
Personal psychological endurance is not very good, personal feelings for some things are relatively strong, speech lacks scale, and language tone is not peaceful enough. The discretion of doing things is not perfect. This kind of personality will cause misunderstanding between colleagues in this department and other departments, and even intensify personal contradictions and contradictions between departments, which need to be changed urgently!
Two. 20xx work plan
At the end of 200xx, Mr. Wang put forward 598 packages and 298 packages of "Blue Ocean Strategy". Through the study with professional teachers, this decision was first introduced in the whole market. According to Mr. Wang's overall thinking in the market, it should be feasible. We should go all out to make this package plan on 20 10. The specific work business plan is as follows:
1, pay attention to the construction of enterprise talents and enhance the competitiveness of enterprises.
The Division plans to establish and improve the performance appraisal system, compile and improve the employee handbook of the Division, initially form the incentive mechanism of the Division, and strive to form a "fair and just, recruiting talents, giving full play to talents, being able to go up and down, and full of vitality" employment mechanism. In xx years, * * * Company attracted many kinds of talents, initially realized the talent strategy of "attracting talents and retaining talents", and gradually improved the competitiveness of enterprises. The staff in the sales department need to adopt the system of scouring the sand with big waves, and all the gold is reserved for me.
Formulate perfect corporate brand culture rhetoric, strengthen the reception at the front desk and the study of all employees in the business department, so that the corporate brand value can be fully reflected in the daily reception. Firstly, cultivate employees' loyalty to the enterprise, and then cultivate customers' loyalty with customers' passion and love for the company.
2, rational use of business resources, strengthen the awareness of supporting services.
In order to better serve customers and improve the signing rate of customers, the customer service center plans to formulate a customer management system. According to the actual situation of new and old customers and the characteristics of the project, the design department will give professional advice and corresponding services from different styles of designer arrangement, design scheme and project manager arrangement, so that every detail will fully satisfy customers.
3. Take management as the core, integrate resources and implement a comprehensive marketing model.
According to the positioning of the company and Mr. Wang's "Blue Ocean Strategy" in 20xx, we should adopt more flexible, effective and pragmatic measures, more scientific management, better service, change the operating mechanism, optimize the workflow, strengthen service awareness, broaden our horizons, and make the double-package products start in the market.
4, the implementation of workers' education and training probation period overall work summary.
After supplementing the system of establishing rules and regulations, we should pay close attention to education and training through early meetings and training courses, so as to qualitatively improve employees' concept of doing things according to the system and obeying the law. In this way, all employees can complete the task with enthusiasm and hard work after receiving the task.
Looking back on 20xx, we didn't do well, but we also realized the unfair competition in the market. We failed a little in 2009, and I deeply realized the shortcomings of my work. In the new year, I will strictly implement the company's work standards, cooperate with the work of Mr. Wang, Mr. Guo and the leaders of various departments, carefully formulate and improve the working system of the division and customer service center, and earnestly supervise and complete it. Go all out to complete the company's goals and tasks for the new year.
Chapter II: Summary of the work of the Deputy General Manager of Decoration Company. As the vice president of the company for 20XX years, I can always assist the general manager of the company, unite other members of the team, put people first, strengthen management, and lead all employees to complete tasks and goals related to management, project budget, contract negotiation, exterior wall construction, interior decoration, electromechanical, intelligence, fire protection, steel structure, market expansion, etc. Satisfactory and high quality, make the company take off.
Let's sum up the main work of 20XX now.
A brief review and summary of the work in 20XX.
(A) self-construction
I often think, "when you are working, it must be very hard at first." If you want to do a good job in management and contribute to the development of the company, you must take learning as the primary task. In addition to actively participating in the concentrated study organized by the company, I also make full use of my spare time and rest time to seriously study the basic knowledge of the party, the party's line, principles and policies, the spirit of superiors, relevant documents of superiors, relevant national laws and regulations, management knowledge of construction industry, technical knowledge of architectural decoration business and construction marketing knowledge. I have repeatedly studied and studied relevant knowledge, especially the knowledge of management, business, technology and marketing in the construction industry. I have made great efforts in learning and understanding, and my own quality is constantly improving. I can use rambling theory to guide practice and promote my work, which has laid a good foundation for doing a good job in the relevant management of the company.
personnel management
In April of 20XX, I started to set up a marketing team, from 5 to 40 people in the original business department. Among them, budget personnel 10, technical pre-tender estimate personnel 5 and business personnel 25. Period:
1. Prepare relevant processes and systems, formulate performance appraisal methods, organize regular training, and train technicians to participate in business negotiations, so that marketers can master professional technical knowledge. Cultivate the whole marketing center into a real "technical marketing team".
2. Organize budget personnel to establish material database to make cost accounting more accurate and improve the winning rate of the project.
3. Since 20XX was subcontracted in February, 65438, 28 project managers with platinum five-star hotel construction experience were introduced, and the project manager assessment system was established.
(3) Business management
Complete the total contract amount of construction business in 20XX, assist the project manager to bid for the total contract amount of the winning project, and complete the non-operating income. Exceeded the company's task index xx at the beginning of the year. Since 20XX, in addition to the original Evergrande, Wanda and Meilinhu Real Estate, R&F Real Estate and Hesheng Chuangzhan have established strategic cooperative relations with nearly 30 high-end customers. At the same time, the performance of five-star hotels has also made a breakthrough: winning the bid for projects such as Nanjing Intercontinental Hotel, Howard Johnson Hotel, Westin Changsha, Westin Taiyuan and Hilton, which opened the prelude for our company to cooperate with international five-star hotel brands. In addition, the main types of projects this year are: large residential buildings, large commercial squares, hotels, office buildings and so on.
(D) Performance appraisal management
Study, formulate and improve the detailed rules for performance appraisal of departments and employees, and conduct the appraisal in strict accordance with the requirements of the detailed rules. Through performance management, the work performance of departments and employees is closely combined with the company's strategic objectives to ensure the rapid and stable realization of the company's strategy; Through performance appraisal management, we can stimulate and promote the practical work of business personnel and help them achieve their work goals better; Through the objective evaluation of business performance and work ability, it provides an effective basis for its salary.
(5) Daily management.
In the management work, various management systems have been strictly implemented. First, conscientiously adhere to the weekly meeting system. Every Friday morning at 9: 00; 00, the company meeting room, presided over by the business vice president. Those who can't attend due to urgent business work need to ask for instructions in advance or make a phone call, and are absent without reason. Second, the business director must fill in the work schedule every week, fill in the details according to the project, and submit it before going to work on Thursday afternoon. Those who fail to pay for no reason. Third, it is forbidden for business personnel to take advantage of their work to undertake private business or represent other companies' business. Individuals engaged in business activities will be dismissed once they are found, and their monthly salary will be deducted, and they will not participate in the commission at the end of the year. Fourth, if the work requires business entertainment or other expenses, it is necessary to ask for instructions in advance. Those who have not asked for instructions should take care of themselves, and it is strictly forbidden to falsely report expenses. Offenders will be punished according to relevant regulations. In the past year, there have been no violations of discipline and discipline.
Second, the main problems in 20XX years
(A) the market positioning is not clear enough. The large and comprehensive market development model lacks focus. Shortage of human resources and inadequate project management.
(2) Weak brand building. After the website design is mediocre and the content of picture books and promotional videos is serious
(3) Project management is not in place. Project subcontracting, project management is completely out of control.
(4) Customer follow-up is not in place. There are many novices and lack of experience. Each company has a business volume of 3-4 billion every year. Faced with the sudden increase in business scope, business departments are unable to do their best and it is difficult to follow up the business.
(5) Waste of qualification. At present, our company's qualifications are at the leading level in the industry, and all qualifications are complete. However, many bidding opportunities have been wasted because the relevant technicians have been keeping up with each other and there is no professional cooperation.
Third, the main countermeasures in 20XX
(A) market segmentation, clear market positioning. Based on first-tier cities and radiating to second-and third-tier cities, tourism real estate and strategic partners will focus on hardcover commercial housing in batches, taking into account international five-star hotels, docking high-end and giving up low-end projects. Form their own core competitiveness and have a prominent position in the industry.
(2) Strengthen brand building. Accelerate the production of new websites, picture books and promotional videos. Advertise on websites and magazines with strong influence in the industry. Take an active part in social activities.
(3) Project management. Strengthen supervision and control the project quality by monitoring and acceptance, mutual inspection and internal self-inspection of sub-projects.
(4) Customer management. Establish a CRM customer management system, divide customers into different levels, and adopt corresponding follow-up methods and efforts in different sectors. Avoid personal experience and level, measures and project opportunities. At the same time, the professional and experienced business backbone is the head of the department to follow up the major customers. For example: First, Evergrande Company currently adopts the form of centralized bidding from its headquarters, and its business work should take the initiative to understand our projects under construction.
Chapter III: Work summary and plan of decoration company. A year is coming, and a new year is coming. Now sum up the shortcomings of 20xx's work and plan the company's work in 20xx.
First, sum up the past and find out the shortcomings.
In the past year, we have made some achievements, but there are also outstanding problems in our work, mainly as follows:
(A) the implementation is not in place, making the overall work plan for one year develop slowly.
(two) the lack of a manager director to coordinate the command, implement the arrangement, inspection and supervision.
(3) The overall personnel structure is young, unstable and mobile.
(D) Failure to follow the workflow, lack of tacit cooperation between departments, weak atmosphere of team cohesion, loss of confidence of employees, low morale and pessimism about the company's development prospects.
(5) Due to various reasons, the project is seriously delayed, the service quality of the project is not up to standard, customer satisfaction drops, and customer complaints occur from time to time.
Second, meet 20xx with confidence
All the successes and failures in the past will become history. We have turned a new page. In order to achieve better results in the new year, we should make full preparations, greet the year of 20xx with confidence, work hard for a better tomorrow, and sprint to create 8 million achievements.
Business objective: 8 million yuan, and strive to break through the100000 mark!
Service tenet: to build a canoe brand with excellent service and win customers' reputation with excellent engineering quality.
Eight-character policy: unity will win, seeking truth and being pragmatic.
Slogan: xx year xxxx project quality service year!
It is also a year of growth, harvest and takeoff!
(1) Turn pressure into motivation, seek business opportunities in the crisis, and stabilize the leading position.
In 20xx, under the influence of weak real estate, our decoration company will also be impacted, which is undoubtedly a test for us. How to ensure the number of customers entering the store is becoming more and more stressful for the marketing department. The marketing department will carry out the following activities on May 1 day: 1 Collection of original boutique houses in the city, and the design department will cooperate to make preparations before May 1 day, and collect 2 zero-profit model houses (below 40,000) without price war. We will also hold customer seminars, tea parties and other forms of preferential activities in prime time such as the 11th and anniversary celebrations, and invite customers to stabilize our unique position in Anyang decoration industry. Next year, we will focus on the following communities: Yinlu Jinbo Bay, Shangcheng Mansion, Banyan Bay, Huacheng International, Urban Territory, Greentown Garden Shengshi Longjun, Lianshangmingmen, Home World, Starfish Royal Garden, Jianye Forest Peninsula, Shui Mu Tsinghua and Huafu Family. Old communities that need to visit: Shuxiang Garden, Tianyu International, Huaqiang City, Lianhua Bay, Xiangzhou County and Shangri-La. Annual index quantity decomposition:
Natural return accounts for 20% 1.6 million, and telemarketing accounts for 20% 1.6 million.
The monthly breakdown of the marketing department is 60% and 4.8 million yuan: (purchase quantity) 1 10 month.
February 300,000 (40) March 400,000 (50) April 600,000 (75) May 1.5 million (2000) June 1 10,000 (1.30) July 800,000 (1.000) 1October1.4000 (180)1October165438+300000 (40)1.8000 February (20)
(B) the establishment of a capable design team, play the role of a mainstay.
The design department put forward six needs for next year's work: the need to improve the quality and efficiency of work; Need to pay attention to the practical problems existing in the work of various departments; Need to pay attention to coordination; Need to pay attention to the importance of information; Need to pay attention to supervision; It is necessary to improve the quality foundation of internal personnel and strengthen team building.
Work focus:
1 Design team building.
It is suggested to set up 2-4 branches.
20 12 forecast:
Personnel structure of design department: a+b+c+?
Part A: It is divided into two departments (Design I and Design II), and each department has two design studios with 4-6 people. 2 chief designers and 2-4 excellent assistants. (Note: Each studio has 250,000 tasks per month. Those who complete the assessment in the first quarter will be rewarded with 80% small "prizes", and less than 50% will leave the studio)
Part B: Five ordinary designers can independently complete the whole process task, 30,000 yuan in January.
Branch C: 8- 10 people. The monthly output value of designers is 300,000. Calculation: A+B+C = 1.45 million. Quarterly assessment calculation: 1.45 million. Monthly output value * 3 = 4.35 million.
(3) Quality is the life of the enterprise, and quality is the benefit of the enterprise.
In 20 12 years, the company will take engineering quality as the core, brand as the leading ideology, focus on engineering quality and customer satisfaction, and carefully build a high-quality project with 100% customer satisfaction. Solve the problems in the construction process in time, put an end to the delay in the construction period, and record the implementation and return visit of customer complaint calls to achieve the final customer satisfaction. In order to ensure the quality and image of the project, it is necessary to increase excellent construction teams and implement the last elimination system for construction personnel.
(d) Follow the concept of network marketing, and maintain and enhance the brand image of the company.
With fewer staff and heavy workload, we will continue to collect online market information, formulate promotion plans and targets for different customer groups, maintain good communication and cooperation with major industry media and associations, and promote the company's products by using various media. , cooperate with the marketing department and the design department to carry out the topic selection, design and effect promotion in each stage of the year. At the same time, customers are invited to the company for detailed discussion through network communication.
(V) Strict company system, strengthening all-round training, and creating a harmonious team atmosphere.
Recruitment work. Next year, we will seize the opportunity to continue to recruit designers, home improvement salesmen, telephone sales and other positions, and adopt the way of survival of the fittest. There are a large number of floating talents in the spring market, which is the prime time for the company to recruit talents. We should actively participate in job fairs in colleges and universities, and at the same time recruit needed talents through the Internet. Daily work management. Strengthen the management of office settings, uniformly purchase, keep, distribute and register low-value consumables of fixed assets, and all departments that need to use office supplies can receive them according to the examination and approval procedures. Improve and standardize enterprise rules and regulations. Grasp all aspects of work dynamics in time and accurately, feed back all aspects of information to the leaders in time, and be responsible for supervising and coordinating all departments to conscientiously implement the company's rules and regulations and superior orders. We must constantly strengthen the supervision and management of labor discipline. We must also do a good job in personnel changes and attendance statistics management. Salary management. The company's departmental salary system has been revised. In addition to increasing the seniority salary and social insurance for employees who have worked continuously in the company, the principle of combining material rewards with spiritual rewards has been implemented for employees who have outstanding performance or made special contributions, creating a space suitable for personal development.
Staff training. In the fierce market competition, enterprises should not only have a development strategy to adapt to the market, but more importantly, they should be able to tap the potential of employees, unite their hearts and motivate them to make progress. Training places are extended from indoor to outdoor, and training courses enter departments and teams. The form of training is changed from passive to interactive, and the activities of combining brain power with physical strength, wisdom with endurance, and department with department are carried out to enhance the cohesion of enterprises and turn employees into teams with high comprehensive level through training.
Finally, on the eve of the Spring Festival, the general manager of the canoe decoration company sincerely thanked all the staff for their hard work in the past year. At the same time, I would like to take this opportunity to pay New Year greetings to all of you in your early years, and wish you all success in your work, good health and happy families in the new year!
* * * * Decoration Company
Xx，xx，xx，XX