ÖÊÁ¿¹ÜÀí
½ñÄê»á¹ÙÍøµÇ¼Èë¿ÚÿÄêÊýÒÔÒڼƵIJúÆ·ÓÃÓÚ¸÷Ðи÷Òµ£¬£¬£¬£¬£¬£¬£¬£¬×ÊÖúÈËÃǵÄÊÂÇé¡¢ÉúÑıäµÃÔ½·¢ÖÇÄÜ»¯ºÍ¸»ºñ¶à²Ê¡£¡£¡£¡£¡£¡£¡£ÓÅÒì¡¢¿É¿¿µÄ²úÆ·ÖÊÁ¿ÊǽñÄê»á¹ÙÍøµÇ¼Èë¿ÚÀµÒÔÉúÑĵĻùʯ£¬£¬£¬£¬£¬£¬£¬£¬ÎÞÂÛÊÇÃæÏòÉÌÒµ¡¢¹¤Òµ¡¢ÕÕ¾ÉÑÏ¿ÁµÄÆû³µÓ¦Ó㬣¬£¬£¬£¬£¬£¬£¬ÎÒÃÇʼÖÕÈçÒ»µÄΪ¿Í»§ÌṩÎÈ¹ÌµÄ¸ßÆ·ÖʲúÆ·¡£¡£¡£¡£¡£¡£¡£
½ñÄê»á¹ÙÍøµÇ¼Èë¿ÚÓµÓÐÑÏ¿áµÄÖÊÁ¿¹ÜÀíÁ÷³Ì£¬£¬£¬£¬£¬£¬£¬£¬´Ó¹¤ÒÕ(Voice of Process)¡¢¿Í»§(Voice of Customer)µ½ÓªÒµ(Voice of Business)²ãÃæ£¬£¬£¬£¬£¬£¬£¬£¬ÎÒÃÇÖÂÁ¦ÓÚÔÚÿһ¸ö»·½ÚΪ¿Í»§±£¼Ý»¤º½¡£¡£¡£¡£¡£¡£¡£

Voice of Process
¹©Ó¦ÉÌ´¦ÔÚÕû¸ö¹©Ó¦Á´µÄǰ¶Ë£¬£¬£¬£¬£¬£¬£¬£¬ÊDzúÆ·Éú²úºÍ·þÎñ±¬·¢µÄÔ´Í·£¬£¬£¬£¬£¬£¬£¬£¬Òò¶ø¹©Ó¦É̹ÜÀí¶Ô½ñÄê»á¹ÙÍøµÇ¼Èë¿ÚµÄÓªÒµÖÁ¹ØÖ÷Òª¡£¡£¡£¡£¡£¡£¡£ÎÒÃÇÓÐרÃŵũӦÉÌÖÊÁ¿¹ÜÀí(SQE)ÍŶӣ¬£¬£¬£¬£¬£¬£¬£¬¼ç¸º×Ź«Ë¾Ó빩ӦÉÌÖ®¼äÖÊÁ¿ÏàͬÇÅÁºµÄÖ÷Òª½ÇÉ«¡£¡£¡£¡£¡£¡£¡£SQEÖ÷Òª¹Ø×¢Éú²ú¹©Ó¦É̵ÄÖÆ³ÌÎȹÌÐÔ£¬£¬£¬£¬£¬£¬£¬£¬ÒÔÐÖúÆäά³ÖÇÒÒ»Ö±ÌáÉýÖÊÁ¿°ü¹ÜÄÜÁ¦¡£¡£¡£¡£¡£¡£¡£Æä´Î£¬£¬£¬£¬£¬£¬£¬£¬SQE¶Ô¹©Ó¦ÉÌµÄÆ·ÖʹÜÀíÑϼӹܿأ¬£¬£¬£¬£¬£¬£¬£¬²¢¾ÙÐа´ÆÚÉóºËºÍÆÀ¹À£¬£¬£¬£¬£¬£¬£¬£¬¼àÊÓ¹©Ó¦É̵IJúÆ·ÖÊÁ¿£¬£¬£¬£¬£¬£¬£¬£¬¿ªÕ¹¹©Ó¦É̼¨Ð§ÉóºË£¬£¬£¬£¬£¬£¬£¬£¬ÒÔÍÆ½ø¹©Ó¦ÉÌÌáÉý²úÆ·ÖÊÁ¿¡£¡£¡£¡£¡£¡£¡£
Voice of Customer
ÎÒÃÇÓë¿Í»§Ï¸ÃܺÏ×÷£¬£¬£¬£¬£¬£¬£¬£¬ÇãÐÄñöÌý¿Í»§ÐèÇ󣬣¬£¬£¬£¬£¬£¬£¬×ª´ï¿Í»§µÄÉùÒô¡£¡£¡£¡£¡£¡£¡£½ñÄê»á¹ÙÍøµÇ¼Èë¿ÚµÄ¿Í»§ÖÊÁ¿·þÎñ(CQE)ÍŶÓ×÷Ϊ¹«Ë¾Óë¿Í»§ÏàͬµÄÖ±½Ó´°¿Ú£¬£¬£¬£¬£¬£¬£¬£¬Ò»Ö±´Ó¿Í»§Éú²úÏߺͷþÎñÀú³ÌÖлñµÃÓйØÖÊÁ¿µÄ·´À¡£¡£¡£¡£¡£¡£¡£¬£¬£¬£¬£¬£¬£¬£¬ÎüÊÕÃû¹óÂÄÀú£¬£¬£¬£¬£¬£¬£¬£¬Í¨¹ýÄÚ²¿²¿·ÖÐͬºÏ×÷£¬£¬£¬£¬£¬£¬£¬£¬Íƶ¯½øÒ»²½µÄ²úÆ·Óë·þÎñÖÊÁ¿¸ÄÉÆ¡£¡£¡£¡£¡£¡£¡£Í¬Ê±£¬£¬£¬£¬£¬£¬£¬£¬ÊµÊ±ÆÊÎö¿Í»§¶¯Ì¬£¬£¬£¬£¬£¬£¬£¬£¬Ã÷È·¿Í»§ÐèÇ󣬣¬£¬£¬£¬£¬£¬£¬¸ú½ø²úÆ·ºÍ·þÎñµÄÖÊÁ¿×´Ì¬£¬£¬£¬£¬£¬£¬£¬£¬´Ó¿Í»§µÄ½Ç¶È³ö·¢£¬£¬£¬£¬£¬£¬£¬£¬ÍÚ¾ò¡¢ÆÊÎöÏ¢Õù¾öDZÔÚµÄÎÊÌ⣬£¬£¬£¬£¬£¬£¬£¬½µµÍΣº¦£¬£¬£¬£¬£¬£¬£¬£¬´Ó¶øÌáÉý¿Í»§Öª×ã¶È¡£¡£¡£¡£¡£¡£¡£
Voice of Business
ÎÒÃÇÓµÓÐרҵµÄÖÊÁ¿ÏµÍ³¹ÜÀí(QSM)ÍŶӣ¬£¬£¬£¬£¬£¬£¬£¬ÔÚвúÆ·¿ª·¢ºÍµ¼ÈëÖ®³õ£¬£¬£¬£¬£¬£¬£¬£¬ÈÏÕæ½¨É轡ȫµÄÖÊÁ¿¹ÜÀíϵͳ¡£¡£¡£¡£¡£¡£¡£ÖÊÁ¿ÏµÍ³Êǹ«Ë¾¼ÍίÐÎʽµÄ±£´æ£¬£¬£¬£¬£¬£¬£¬£¬¼àÊӺͰü¹Ü¹«Ë¾µÄÔËÐÐ×ñÕÕÖÊÁ¿¹æ·¶£¬£¬£¬£¬£¬£¬£¬£¬Í¬Ê±Íƶ¯ÆäˢУ¬£¬£¬£¬£¬£¬£¬£¬Öª×ãÖÊÁ¿Ä¿µÄÒªÇ󡣡£¡£¡£¡£¡£¡£
ÖÊÁ¿¹ÜÀíϵͳ¾ßÓж¯Ì¬ÐÔºÍÊÜ¿ØÐÔ£¬£¬£¬£¬£¬£¬£¬£¬ÎÒÃǰ´ÆÚ¾ÙÐÐÄÚ²¿¹ÜÀíϵͳÆÀÉ󣬣¬£¬£¬£¬£¬£¬£¬²¢ÓÉ×î¸ß¹ÜÀíÕßÅú×¼£¬£¬£¬£¬£¬£¬£¬£¬ÒÔË¢ÐÂÖÊÁ¿¹ÜÀíϵͳ£¬£¬£¬£¬£¬£¬£¬£¬²¢Ò»Á¬Êܿأ¬£¬£¬£¬£¬£¬£¬£¬³ÉΪÇÐºÏÆóÒµÖÊÁ¿ÊÂÇéµÄÒªÇóºÍÔ˶¯µÄ¹ÜÀíϵͳ³ÌÐò¡£¡£¡£¡£¡£¡£¡£