第一部份：职责评估SECTION 1: ROLE EVALUATION本部份问卷旨在使顾问公司了解您的工作职责与内容。

请尽量详细地回答每一个问题，特别是您在工作中所遇到的问题，以及您对解决这些问题的建议。

请不要局限于本问卷中每个问卷所预留的篇幅，如果不够，您可以填写在空白纸张上，然后附在本问卷的后面。

The following questions are designed to provide us with an overview of your role in the business. Please provide as much information as possible particularly when detaining your frustrations with the business and ideas for overcoming those frustrations. Please do not limit yourself to the space provided. If you require more space, attach another sheet of paper.请坦率、诚实地回答本问卷中的问题。

您的所有回答都将视为机密，不会被泄露给任何第三方。

Please be open and honest. All responses will be kept confidential.姓名Your name职位Your position in the business进入本公司工作时间How long have you worked for the business?工作汇报关系Who do you report to?是否有下属向你汇报工作？如果有，请详细说明Does anyone report to you? If yes, please provide details below_____________________________________________________________________________________________ _____________________________________________________________________________________________ _____________________________________________________________________________________________ _____________________________________________________________________________________________ _____________________________________________________________________________________________1.简要介绍您的工作性质与作用Briefly describe the nature of your role______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________ ______________________________________________________________________________________________2.请说明您的主要职责What are your main areas of responsibility?1._________________________________________________________________________________________2._________________________________________________________________________________________3._________________________________________________________________________________________4._________________________________________________________________________________________5._________________________________________________________________________________________3.请在下表中提供以下方面的信息：In the table below please provide details of the following:✍您所从事工作的主要职能作用;The core functions of your job;✍在完成各项工作职责时所遇到的困难与障碍The frustrations or obstacles you face in performing each of these functions; and ✍解决这些困难与障碍的建议Recommendations to solve your frustrations or obstacles.4.请列出在工作中您所遇到的三项最主要的困难What are your 3 key frustrations?1._________________________________________________________________________________________2._________________________________________________________________________________________3._________________________________________________________________________________________5.请列出在工作中，您最喜欢的三件事是什么？What 3 things do you like most about your job?1._________________________________________________________________________________________2._________________________________________________________________________________________3._________________________________________________________________________________________第二部份：客户服务、系统与文化SECTION 2: CUSTOMER SERVICE, SYSTEMS AND CULTURE本部份由四个方面组成：总体客户关注程度、系统与程序、文化与管理、产品/服务与市场。

This part of the survey is split into 4 sections – Overall Customer Focus, Systems and Processes, Culture and Management and Products/Services and Marketing.总体客户关注程度OVERALL CUSTOMER FOCUS本部份侧重于了解贵公司对客户的总体关注程度，以及对客户所持的态度。

它旨在考察客户关注度对企业运营的重要性。

This section focuses on the businesses general focus and attitude towards customers. It explores how important a customer focus is to the business.系统与程序SYSTEMS AND PROCESSES本部份旨在考察贵公司有哪些系统与程序是针对客户服务的This part of the survey examines the extent to which the business has systems and processes in place that focus on customer service.文化与管理 CULTURE AND MANAGEMENT本部份旨在考察贵公司管理风格的性质，以及其对客户关注度的影响。

This part of the survey explores the nature of the management style used in the business and the extent to which this supports a culture focused on customer.产品/服务与市场PRODUCTS / SERVICES AND MARKETING本部份旨在了解贵公司是如何进行市场营销运作，以及产品/服务的拓展，并了解在此过程中是如何与客户需要相结合的。

This section examines the organisation’s approach to marketing and product and service development and the extent to which the needs of customers are considered in these processes.。