案例称号：SZ公司措置商议表情进程为止神秘顾客系统

专科限制/标的：表情措置

适用课程：《表情措置表面与实务》

采用课程：《措置学》

据了解，本次调查主要围绕消费者消费习惯、消费者满意度评价、消费争议与解决等三个方面进行。其中，消费者消费习惯包括维保店面选择、维保关注因素、维保周期、维保花费等5个评分指标；消费者满意度包括整体感知、硬件设施、服务质量、专业性、价格合理性、便捷性、信任度等7个指标及6个不满原因追问；消费争议与解决主要包括维保返修、维保纠纷原因、维保纠纷解决、纠纷解决时效、纠纷解决评价、纠纷解决过程与障碍、纠纷维权渠道选择与知晓等12个指标。

编写主义：本案例的编写旨在指引学员存眷表情措置历程中表情主义为止。表情主义为止包括进程措置、质料措置和资本措置等要津身分。通过本案例的拔擢与谈判，深刻学生对表情进程措置、表情进程为止的联络，培养学生的念念考和分析材干：指引学员合座梳理表情主义动态为止旨趣，掌合手表情动作排序、进程计算、进程为止的基本要领，并加深联络纳集评审工夫和Project软件补助进程计算要领。

常识点：动态为止旨趣、PERT旨趣、偏差分析

要津词：进程计算、收集计算、Project软件

汉文节录：表情措置的中枢任务是表情的主义为止，这种为止是在变化的环境下的动态为止，是通过骨子值计算值比拟较，发现偏差，不停的纠偏，从而杀青表情最终主义的历程。表情的主义包括投资、质料、进程、安全和环境保护等方面。诚然基本心趣疏浚，但表情不同主义的为止应接纳不同的要领，纠偏的具体组织、措置、经济和工夫秩序也有所不同。进程为止的紧要任务是论证总进程主义，分析进程为止重心和难点，缔造完善的进程保证秩序。本案例分析SZ公司措置商议表情进程措置历程，分析表情主义筹办、进程纲领的编制、偏差分析以及奈何哄骗project软件杀青这些主义。本案例重心在于指引学员从动态为止角度分析表情进程措置问题，神秘顾客并对收集评审工夫要领进行相应的念念考。

Abstract:The core of project management is the goal control神秘顾客系统， which is the dy-namic control under the changing environment. It is the process of realizing the final goal of the project by comparing the actual planned value， discovering the deviation and constantly correcting the deviation. The objectives of the project include investment， quality， schedule， safety and environmental protection. Although the basic principle is the same， different methods should be used to control different objectives of the project， and the specific organizational， management， economic and technical measures for rectifications are also different. The primary task of progress control is to demonstrate the overall progress goal， analyze the key and difficult points of progress control， and establish perfect progress guarantee measures. This case analyzes the progress management process of SZ Company's management consulting project， analyzes the project objective planning， progress outline preparation， deviation analysis and how to use project software to achieve these goals. The focus of this case is to guide the trainees to analyze the project schedule management problems from the perspective of dynamic control and to think about the technical methods of network review.