权谋破解法不责众的管理尴尬（Trickery crack management law is not responsible for the public embarrassment）.docVIP

权谋破解法不责众的管理尴尬（Trickery crack management law is not responsible for the public embarrassment） [phenomenon] Q enterprise adopts the agent system sales model, after ten years of accumulation, there are nearly 2 million users in the country. The after-sale services are handled by local agents. Q enterprises have formulated strict after-sales service management regulations, requiring more than 300 agents in all cities and regions throughout the country. They must set up after-sales service records for the products sold at that time, and report them to the headquarters of the company at the end of the year. Taking into account the annual portion of the inventory can not be formed sales, the company provides 80% of the amount of goods returned to the year, that is qualified. As the product life of up to 15 years, after 3 years warranty period, the maintenance workload increased greatly. Especially in recent years, sales surge, so that agents burden heavier, and gradually formed a re sales, light service tendency. The average annual recovery rate of Q enterprises after-sales service archives has been less than 20%, and the market supervision is out of control. That once served as the replacement agents, agents even in this region is what historical users are not clear, consumer complaints. Previous marketing director for this very headache, but also adopted a lot of management measures. Methods: a repeated + private communication. The notice was issued one after another, and the conference also kept on blowing. In order to improve the customer service service file recovery, marketing director even personally called one please, persistence, a little improvement in the first few months, but very fast and strong urges. Method two: performance appraisal + one vote veto. In order to enable all staff to participate in the storming battle, in the internal performance indicators of business personnel in various regions, the assessment of the recovery rate of service files has been