Traditional Culture Encyclopedia - Hotel accommodation - Based on the customer value theory, this paper expounds how to strengthen the hotel customer relationship management.
Based on the customer value theory, this paper expounds how to strengthen the hotel customer relationship management.
Management by objectives? The concept of management by objectives was first put forward by peter drucker, a famous American management master, in his masterpiece Management Practice. Drucker believes that the mission and task of enterprises must be transformed into goals. If there is no goal in a field, the work in this field will inevitably be ignored. Therefore, managers should manage their subordinates through goals. ? Execution execution is the biggest problem that any modern enterprise faces. Execution is not only something that can or cannot be completed, but a set of very specific behaviors and technologies, which can help enterprises to establish and maintain competitive advantages under any circumstances. The so-called executive power is the comprehensive ability to achieve these goals. Core competitiveness of enterprises? The core competence of an enterprise is the core competitiveness. The most popular definition of core competence in strategic management was put forward by Pan Hande and Hammer, that is, core competence is "knowledge accumulated in an organization, especially knowledge about how to coordinate different production skills and organically combine multiple technical schools". McKinsey & Company believes that the so-called core competence refers to the combination of a series of complementary skills and knowledge within an organization, which has the ability to make one or more businesses reach the first-class level in the field of competition. Corporate culture? Corporate culture refers to the code of conduct and the same values of an enterprise. It includes the ideas, values and behaviors of enterprise employees. These external manifestations and traditions are determined by the relationship between customers and employees, social status, professional ethics, frankness, the relationship between individuals and collectives, and working methods, and also have a certain relationship with political economy or social customs. Customer relationship management Customer relationship management (CRM) is an information system established between enterprises and customers to manage their contact activities. The concept of customer relationship management originated from relationship marketing, which was first put forward by Gartner Group Consulting Company, that is, through the continuous reorganization of business philosophy, organization and business process, customer-centered automatic management can be realized. In the network era, customer relationship management refers to the establishment of a digital, real-time and interactive communication management system between enterprises and customers with the help of modern information technology. The traditional organization of flat organization is characterized by hierarchical structure, that is, in an enterprise, its top, middle and grass-roots managers form a pyramid structure. The chairman and president are at the top of the pyramid, and their instructions are finally conveyed to the executors through the first-level management; The information at the grass-roots level goes through layers of screening, and finally reaches the hands of the highest decision makers. Flat organization refers to changing the original practice of increasing management level and increasing management scope when the scale of an enterprise expands. When the management level decreases and the management scope increases, the pyramid-shaped organizational form is "compressed" into a flat organizational form. Business Process Reengineering (BPR) refers to "in order to greatly improve the main operating basis of modern enterprises such as cost, quality, service and speed, it is necessary to fundamentally rethink and thoroughly reform the workflow". This idea was put forward by michael hammer, a professor at Massachusetts Institute of Technology, and James Champi, chairman of CSC management consulting company, in 1990s. Business process reengineering, as a new work design method and workflow design idea, has universal significance, but in practice, it must be carried out according to the actual situation of enterprises. 6 σ management method? As a brand-new management concept, 6 σ refers to comprehensive management obligations, excellent opinions, customer-centered, process and measurement rules, that is, putting customers first and promoting more developed problem solutions with facts and data. In 1980s, 6 σ was born in Motorola, which was on the verge of bankruptcy. In a short period of five years, its direct benefit was that Motorola saved 1 10 billion dollars and improved the product quality by 10 times, thus defeating many powerful competitors in 1988 and winning the prestigious "Malcolm badri General Electric". At present, 6 σ is getting deeper and deeper into the vision, mind and action of managers and employees, and has become the core part of enterprise success. 5S management law? 5S is a set of management activities widely respected in Japan, China, Taiwan Province Province and other countries and regions. In quality management activities, 5S is the most basic management project. 5S management includes the following five contents: SEIRI: Distinguish between things to be used and things not to be used, and clarify things not to be used. Seton: The things to be used should be positioned according to the regulations, placed quantitatively and clearly marked. SEISO: Clean up the dirt in the workplace to prevent pollution. SEIKETSU: Institutionalize and standardize the practices implemented in the first 3S, and implement and maintain the results. Literacy (SHITSUKE): Everyone follows the rules and develops good habits. In the Roman pronunciation of Japanese, these five contents all start with S, so they are called 5S. 5S activities are concrete and practical, which not only make employees understand at once, but also can be implemented, that is, to create a clean, tidy, comfortable and reasonable workplace and space environment for employees. Total quality management. It refers to an organization's long-term successful management mode with quality as the center, full participation as the basis, and satisfying customers and benefiting all members of the organization and society as the goal. Total quality management is a new quality management method that appeared in the early 1960s. It is the third quality management stage after the quality inspection stage (focusing on back testing and sorting out waste products) and the statistical quality control stage (using statistical methods to control the production and operation process). Compared with the former two, total quality management is a qualitative leap, which is not only a change in simple business methods, specific work contents and management functions, but also a change in quality management ideas, objectives and even the whole management organization, and a further development of quality management to be scientific, rational and popular. This quality management method has two cores: one is to promote quality improvement endlessly, which is what people call continuous quality improvement; The other is to pursue the goal of user satisfaction and constantly meet or exceed the expectations of users. Project management? The concept of project management originated in America. It refers to a management method system that uses systematic theories and methods to effectively manage organizational resources under the constraint of limited resources to achieve the specific purpose of the project. At present, project management has been recognized as a management mode, not an arbitrary management process. Knowledge management? Knowledge management is a new management idea and method in the new network economy era. It refers to a quantitative and qualitative knowledge system in an organization, which enables the information and knowledge in the organization to be continuously fed back into the knowledge system through the process of acquisition, creation, sharing, integration, recording, access, updating and innovation, forming an uninterrupted cycle, accumulating personal and organizational knowledge, becoming an intelligent capital for management and application in enterprise organizations, and helping enterprises make correct decisions to adapt to market changes. ? Enterprise resource planning (ERP)? In the new era when the network is changing with each passing day, with the increasing popularity of information technology, the effective and proper use of ERP enterprise resource planning system will help enterprises to smoothly electronize, introduce e-commerce and create new value for enterprises. ? Vision? Vision, or translated as foresight and foresight, is a popular management concept in the 1990s. Vision, that is, it is formulated by the internal members of the organization, discussed by the team, gained a consistent understanding of the organization, and formed the future direction that everyone is willing to go all out. And vision management is to combine personal values with organizational purposes, build a team through developing vision, aiming at vision and implementing vision trilogy, move towards organizational success and promote the maximum play of organizational strength. ? Team spirit? Jon "R" Katzenbach and Douglas "K" Smith's "The Wisdom of the Team" once explained the team: "A team is a group of people with complementary skills. They work hard for a common goal, achieve their goals and stick to their common responsibilities." ? T management? In today's era of knowledge economy, most companies are wasting their greatest wealth: professional knowledge, opinions and insights scattered or deeply rooted in the organization. In order to tap these intellectual resources, many companies focus on knowledge management or invest in knowledge management technology, and have achieved certain success. The energy giant BP (British Petroleum Company) has invented a method-T-management method, and the effect is remarkable. The so-called T-management refers to sharing knowledge freely within the company (the horizontal part of T) and at the same time working on the performance of a single business unit (the vertical part of T). T-type management creates horizontal value (horizontal part of T) through cross-unit learning, * * shares resources and exchanges ideas, and at the same time devotes itself to the performance of a single business unit (vertical part of T). Successful T-type managers should learn to survive in the tension caused by two-way knowledge sharing and eventually develop. This requires managers to change their behavior and the way they spend time, and break the traditional company hierarchy. ? SWOT analysis SWOT was first seen in the strategic management theory of Seznik and Chandler, the representatives of design school. SWOT is a general term for strengths, weaknesses, opportunities and threats. Therefore, SWOT analysis is actually a method to synthesize and summarize all aspects of internal and external conditions of enterprises, and then analyze the strengths and weaknesses, opportunities and threats faced by organizations. Because SWOT is clear, concise and concrete, it can reduce the waste of time and energy, win the favor of the world and become a common tool in competition and business strategy decision-making. ? Boston matrix? 65438-0970 Boston Matrix was founded and popularized by Boston Consulting Group, a famous management consulting company. Boston matrix helps to improve the management concept of enterprise decision makers and is an effective tool for diversified companies to formulate strategies. It analyzes all products or business combinations produced and operated by customers as a whole, and solves the problem of cash flow balance between related businesses of customers. ? M&A? M&A, also known as M&A, is the general name of enterprise merger and acquisition. Acquisition means that an enterprise purchases part or all of the assets or equity of another enterprise with cash, bonds or stocks in order to gain control over the enterprise. The economic essence of acquisition is to gain control. Merger usually refers to the economic behavior that an enterprise buys the property rights of other enterprises in cash, bonds or other forms, so that other enterprises lose their legal personality or change their legal entities and gain decision-making control over these enterprises. ?
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