烟草商业企业服务标准化研究.pdfVIP

·标准应用研究· 标 准 科 学 2014年第3期 烟草商业企业服务标准化研究 1 1 2 2 2 刘静波 王 宁 师丽娜 骆红 马明 （1.陕西烟草西安公司; 2.陕西省标准化研究院） 摘　要：标准化是烟草商业企业提升质量管理水平的依据和基础。制定卷烟营销工作标准的目的是为了衔接质量管 理理论和营销服务实践，将卷烟营销服务中的成功经验进行沉淀，优化服务程序，缩短服务时间，提升卷烟营销服 务质量及其标准化水平。烟草商业企业营销服务标准分别规定了客户经理、市场经理、品牌经理的岗位职责、工作 内容、检查考核等要求，使其日常工作有章可循，有助于增强执行力，也是企业进行全面质量管理的有效补充。 关键词：标准化 烟草商业企业 服务 DOI编码: 10.3969/j.issn.1674-5698.2014.03.007 Research on Services Standardization of Tobacco Commercial Enterprise 1 1 2 2 2 LIU Jing-bo WANG Ning SHI Li-na LUO Hong MA Ming （1. Shaanxi Xi’an Tobacco Companies; 2.Shaanxi Institute of Standardization） Abstract: Standardization is the basis for the tobacco comercial enterprises to improve quality the level of Management. The aim of developing standards of cigarette marketing work is to link the quality management theory and the practice of marketing services, solidify the successful experiences, optimize service process, shorten business hours, and improve the quality and standardization level of marketing services. Marketing Service Standards for Tobacco Comercial Enterprises specifies the duties, work content, and assessment requirements of client managers, marketing managers, and brand managers respectively. It’s helpful for the managers to standardize their daily works, enhance their executions, and it also acts as an effective complement to enterprise comprehensive quality management. Keywords：standardization, tobacco commercial enterprises, service 1 引 言 工作日臻完善，大大提高了由工业企业、商业企业和 零售客