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bobolucky
2007-05-10 11:03
去年我被邀请去一家上市公司做外聘短期咨询顾问，做服务管理和服务策略方面的优化建议。这家公司的主营业务是网络游戏，市场占有率很高（具体名字就不说了 hehe ），客服部门虽然有500多人，可工作压力还是很大，服务响应速度也太慢，客户满意方面有问题。
我分析了他们的内部工作流之后，发现一个很大的问题：他们的客服排班是2班倒，即分成2班，早9——晚9一班，晚9——早9一班。从排班管理的角度来说，这种2班的做法非常不合理，因为无法准确的将资源集中在忙时段。所以我就结合他们的工作量分时统计结果，利用数理统计和运筹学的原理和工具，设计了一个全新的排班方案，可以将平均客户响应时间降低20%以上。这个方案说成是“国际先进水平”也完全不算吹牛。
拿了这份方案，我很得意的去见他们的副总裁，原以为可以邀功，可结果却被很客气的打了回来——对方解释说因为他们公司在比较偏远的地方，员工上下班最主要的交通工具是地铁，而按照我的排班方案，有好几个上下班时段在地铁的运营时间以外，这就意味着员工没法上下班……
于是，方案推翻重做。再又结合各种条件分析了一个星期，结论是——还是沿用他们公司原有的2班倒排班方式……
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另外还有一件说起来挺丢人的事情。去年我和几个朋友合作，自己开了一家公司，也算是在创业。我们这个小公司的管理团队的背景算是不错的，7个人中有3个博士（其中2个还是海归），4个硕士；也大都有很丰富的企业管理背景。按理说这样的团队，无论是管理理念还是战略规划，都有很强的水准。
我们以前经常看管理案例和讨论各大公司高管的策略，激情万丈的指点江山，说到后来发现每个知名高管都犯了很多低级错误（而且我们坚信如果我们在那个位置上，这些错误是肯定不会发生的）。可现在我们自己公司的现状是——公司的内部管理水平还停留在手工作坊的阶段，而且那些知名高管的错误，我们不光自己犯了，还犯了人家没犯的错误……更郁闷的是，为了让公司可以生存下去，我们不得不做了很多自己不愿意做的事情，或者说以前绝对看不起的事情。
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这两个事件里面，我最大的体会有几个：
1.别把那些专业人士当成傻瓜。唐骏的名言是“谁也不比谁笨，你看得到的别人也都看得到，你想得到的别人也都想得到”。
2.在不了解详细情况的时候，少指手画脚
3.站着说话不腰疼
4.多一些宽容心和同理心（即站在别人的立场上多考虑一下）
5.你自以为很完善的方案，在实际中未必就是真的最佳方案
6.有些事情明知道不对还是要做，因为活下来比别的事情都重要
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其实这些心态，我觉得在球迷发表评论的时候也应该考虑进去。
我并不是说因为我们不是篮球专业人士，就不能批评那些专业人士的做法。而是说，在我们对球员、经理、教练们提出质疑的时候，应先抱着“他们是专业人士，这样做一定有他们的道理”的想法，多从他们的角度来分析一下，这样可以让自己的想法更加完善一些；另外，在提出的时候，应该更多的时候讨论的口气而非不屑一顾的指责，甚至是放马后炮。
希望大家都能有一个很良好的心态来看球和评球，这样是善待他人，更是善待自己——我们看球是为了快乐，而非给自己找罪受。
命苦，不能怪政府；
点儿背，莫要怨社会。