物流咨詢具有管理咨詢和物流規(guī)劃的特征，物流咨詢工作總的來(lái)講還是屬于是以方法論為基礎(chǔ)去對(duì)將來(lái)要實(shí)踐的內(nèi)容進(jìn)行重新規(guī)劃或者優(yōu)化。雖然物流是一個(gè)實(shí)踐性非常強(qiáng)的行業(yè)，但是物流咨詢整個(gè)過(guò)程還是一個(gè)以抽象思維主導(dǎo)的過(guò)程，通過(guò)將邏輯學(xué)、系統(tǒng)論、物流專業(yè)知識(shí)與物流實(shí)踐經(jīng)驗(yàn)的結(jié)合，去給企業(yè)物流提供咨詢類解決方案。
Logistics consulting has the characteristics of management consulting and logistics planning. Generally speaking, logistics consulting still belongs to re-planning or optimizing the content to be practiced in the future on the basis of methodology. Although logistics is a very practical industry, the whole process of logistics consulting is still a process dominated by abstract thinking. Through the combination of logic, system theory, logistics professional knowledge and logistics practical experience, logistics consulting solutions for enterprises are provided.
物流咨詢顧問(wèn)在具備扎實(shí)的物流專業(yè)基本功底的基礎(chǔ)上，再結(jié)合實(shí)踐去給企業(yè)物流做咨詢工作時(shí)，需要在初期、中期和末期的溝通過(guò)程中不斷的去修正和完善這個(gè)解決方案架構(gòu)的“畫(huà)像”，這樣才能做到統(tǒng)籌全局。我將整個(gè)過(guò)程分為聆聽(tīng)、思考和確認(rèn)三個(gè)步驟。
Logistics consulting consultants have a solid basic knowledge of logistics, combined with practice to do consulting work for enterprise logistics, need to constantly revise and improve the "portrait" of the solution framework in the early, middle and late communication process, so as to achieve overall planning. I divide the whole process into three steps: listening, thinking and confirming.
第一，聆聽(tīng)客戶的需求與現(xiàn)狀，構(gòu)建基礎(chǔ)畫(huà)像
First, listen to the needs and status of customers and build the basic portrait.
接收基本信息構(gòu)建基礎(chǔ)畫(huà)像
Receiving basic information and building basic portrait
在項(xiàng)目溝通過(guò)的初期，除了能獲取一些客戶企業(yè)的基本信息外，大多數(shù)信息都是不對(duì)稱的，當(dāng)在信息缺失的時(shí)候很難提出一個(gè)準(zhǔn)確的初步解決方案。但是如果無(wú)法在短周期內(nèi)將初步方案呈現(xiàn)出來(lái)，則難以將咨詢項(xiàng)目推向一個(gè)良好的方向。如何能夠在初期將項(xiàng)目快速且良性的推進(jìn)？那就需要接收客戶多層級(jí)和多部門的基礎(chǔ)信息，快速構(gòu)建一個(gè)基礎(chǔ)且全面的需求畫(huà)像。
In the initial stage of project communication, most of the information is asymmetrical except for some basic information of customer enterprises. It is difficult to propose an accurate initial solution when information is missing. But if the initial plan can not be presented in a short period of time, it is difficult to push the consulting project in a good direction. How can we promote the project quickly and smoothly in the early stage? That requires receiving the underlying information of the customer at multiple levels and departments to quickly build a basic and comprehensive portrait of the requirements.
在項(xiàng)目溝通初期，需要聆聽(tīng)的信息：
In the early stage of project communication, information needs to be heard:
第一，聽(tīng)項(xiàng)目需求內(nèi)容。首先需要知道項(xiàng)目的類型，客戶通常并不清楚項(xiàng)目的類型，只知道自己有問(wèn)題需要解決，但是不知道解決的方向，而對(duì)于物流咨詢顧問(wèn)來(lái)講，必須要聽(tīng)明白需求以后，才能“對(duì)癥下藥”。而且也才能對(duì)咨詢的內(nèi)容可以整體把控，在這個(gè)過(guò)程中，客戶所提出的每個(gè)問(wèn)題，或者描述每一個(gè)現(xiàn)狀，都是一個(gè)要素，這些要素有的有用，有的無(wú)用，有用的程度也不同，所以，咨詢顧問(wèn)在這個(gè)階段一定要聽(tīng)清，聽(tīng)明白，只有獲取的信息清晰了，才能和客戶進(jìn)行引導(dǎo)性的溝通，否則會(huì)給項(xiàng)目帶來(lái)風(fēng)險(xiǎn)。
First, listen to the content of the project. First of all, we need to know the type of project, customers usually do not know the type of project, only know that they have problems to solve, but do not know the direction of the solution, and for logistics consultants, we must understand the needs before we can "suit the case". In this process, every question raised by the client, or every description of the status quo, is an element. Some of these elements are useful, some are useless, and the degree of usefulness is different. Therefore, the consultant must hear clearly and understand clearly at this stage. Only when the acquired information is clear can we communicate with the customer guidedly, otherwise it will bring risks to the project.
第二，聽(tīng)項(xiàng)目的需求范圍。項(xiàng)目的范圍是在項(xiàng)目溝通的初期就需要了解的重點(diǎn)，不同的物流咨詢范圍帶來(lái)的方法與工具、資源與成本都不相同，只有聽(tīng)明白了需求范圍才能做好后續(xù)的項(xiàng)目管理工作。
Second, listen to the needs of the project. The scope of the project is the focus that needs to be understood at the beginning of the project communication. Different logistics consulting scope brings different methods and tools, resources and costs. Only by understanding the scope of the demand can we do a good job in the follow-up project management.
接收全面信息完善與修正畫(huà)像
Receive comprehensive information to perfect and correct the portrait.
項(xiàng)目中期是已經(jīng)進(jìn)入了咨詢實(shí)施階段，這個(gè)階段已經(jīng)有一個(gè)初步的想法，并且正在進(jìn)行解決方案的編制，這時(shí)接觸的客戶群體更全面，上到高層，下到操作，項(xiàng)目溝通的信息量是巨大的，更需要仔細(xì)聆聽(tīng)。一旦漏掉了重要信息，便有可能導(dǎo)致方案出現(xiàn)漏洞。當(dāng)然漏洞是可以后期修復(fù)的，但是這就會(huì)帶來(lái)無(wú)謂的工作量，影響項(xiàng)目的推進(jìn)。
The mid-term project has entered the consulting implementation stage, this stage has a preliminary idea, and is working on the preparation of the solution, when the contact with the customer groups more comprehensive, up to the top, down to the operation, the project communication information is huge, more need to listen carefully. Once important information is omitted, it may lead to a loophole in the scheme. Of course, vulnerabilities can be fixed later, but this will lead to unnecessary workload, affecting the progress of the project.
特別是在一些具有約束問(wèn)題的溝通上，比如倉(cāng)儲(chǔ)中信息化的功能溝通時(shí)來(lái)判斷是否能支持咨詢顧問(wèn)提出的模式，生產(chǎn)物流中溝通產(chǎn)線工藝布局模式是否支持新的物流配送方式，物流網(wǎng)絡(luò)中是否可以實(shí)現(xiàn)同級(jí)倉(cāng)庫(kù)間的調(diào)撥來(lái)提高物流的靈活性，等等。這些信息都是非常重要的，咨詢顧問(wèn)需要在溝通的時(shí)候?qū)Ｗ⒍颐舾?，然后想解決方案轉(zhuǎn)化，這樣才能讓解決方案高效、準(zhǔn)確的推進(jìn)。
Especially in the communication of some constrained problems, such as the function communication of informatization in warehouse to judge whether it can support the mode proposed by consultants, whether the communication of production line process layout mode in production logistics supports the new mode of logistics distribution, and whether the allocation among warehouses of the same level can be realized to improve the logistics network Logistics flexibility and so on. This information is very important, consultants need to be focused and sensitive in communication, and then want to transform the solution, in order to make the solution efficient and accurate.
接收約束信息形成最終畫(huà)像
Receive constraint information to form final portrait.
末期是指進(jìn)入到項(xiàng)目評(píng)審階段，物流咨詢項(xiàng)目中絕大部分的細(xì)節(jié)方案已經(jīng)明確，需要進(jìn)入到高層的決策會(huì)議中，這個(gè)時(shí)候只有客戶自己最清楚自己的企業(yè)文化以及企業(yè)高層對(duì)于匯報(bào)方式的偏好和關(guān)注點(diǎn)。在整個(gè)項(xiàng)目周期中已經(jīng)形成了大量的分析材料和論證材料，則需要聆聽(tīng)客戶對(duì)于匯報(bào)邏輯組織的方式。
The final stage refers to the project review stage, the logistics consulting project most of the details of the program has been clear, need to enter the high-level decision-making meeting, at this time only the customer himself is most aware of their own corporate culture and business executives for reporting preferences and concerns. A large amount of analytical and demonstrative material has been developed throughout the project cycle, and the customer needs to listen to the way the reporting logic is organized.
通常在終期匯報(bào)時(shí)，每一頁(yè)ppt都是通過(guò)仔細(xì)推敲后完成的，所以需要集中精力在每一頁(yè)ppt的細(xì)節(jié)上，聽(tīng)取對(duì)方從匯報(bào)對(duì)象的角度來(lái)看待每個(gè)要點(diǎn)邏輯的建議和意見(jiàn)，如果缺失了重要的信息，嚴(yán)重時(shí)可能導(dǎo)致匯報(bào)失敗。
Usually in the final report, each page of the PPT is carefully deliberated, so you need to focus on the details of each page of the ppt, listen to each other from the point of view of the reporting object logic of each point of advice and advice, if missing important information, serious reporting may lead to failure.
終期匯報(bào)有可能會(huì)有反復(fù)，第一次匯報(bào)后提出修改建議，然后進(jìn)行第二次匯報(bào)，在這個(gè)過(guò)程中，需要在匯報(bào)會(huì)上的溝通和提問(wèn)環(huán)節(jié)，仔細(xì)聆聽(tīng)高層提出的問(wèn)題，根據(jù)問(wèn)題修正或者構(gòu)建一個(gè)新的邏輯，這樣才能提交出有效的匯報(bào)方案。
There may be repetitions in the final report. Suggestions for revision may be made after the first report, and then a second report may be made. In this process, it is necessary to listen carefully to the questions raised by the senior management in the communication and questioning sessions of the report, and to revise or construct a new logic according to the questions, so as to submit an effective report. Plan.
第二，運(yùn)用專業(yè)進(jìn)行系統(tǒng)性思考，完善畫(huà)像
Second, use professional to systemically think and perfect the portrait.
客戶的精準(zhǔn)需求是什么
What is the precise demand of customers?
物流咨詢顧問(wèn)必須有自己的一個(gè)咨詢方法論框架，而且邏輯要非常清晰?？蛻籼岢龅膯?wèn)題有各個(gè)層面的，有戰(zhàn)略層面的，有戰(zhàn)術(shù)層面的，也有操作層面的。但矛盾的是，第一，問(wèn)題常常比較分散，由一個(gè)一個(gè)小點(diǎn)組成，第二，并不一定準(zhǔn)備立項(xiàng)的題目和所有的問(wèn)題都契合，在短期需求和長(zhǎng)期需求間會(huì)有取舍。
Logistics consultants must have their own framework of consultation methodology, and the logic should be very clear. The questions raised by customers are at all levels, strategic, tactical and operational. But paradoxically, first, the problem is often scattered, consisting of a small point, and second, it is not necessarily the subject of the project and all the problems fit, there will be trade-offs between short-term demand and long-term demand.
那么這些問(wèn)題需要物流咨詢顧問(wèn)來(lái)思考，將客戶的所有問(wèn)題都融入到架構(gòu)里，就像分揀機(jī)一樣，將不同的問(wèn)題歸類到不同的咨詢模塊中，比如哪些是戰(zhàn)略相關(guān)的，哪些是功能規(guī)劃相關(guān)的，或者是哪類功能規(guī)劃的，都要進(jìn)行區(qū)分，不同分類下的解決問(wèn)題的方法不同，這些都是在初期溝通時(shí)需要快速思考的。
Then these problems need to be considered by logistics consultants to integrate all the problems of customers into the shelf.
實(shí)踐問(wèn)題怎么轉(zhuǎn)化為方法論中的“變量”
How do practical problems translate into "variables" in methodology?It
這個(gè)時(shí)期的思考需要到物流咨詢顧問(wèn)方法論的第二個(gè)層級(jí)，不同功能性規(guī)劃中的各個(gè)子模塊的構(gòu)建和求解。比如倉(cāng)儲(chǔ)規(guī)劃中的布局，需要與布局方法進(jìn)行關(guān)聯(lián)，生產(chǎn)物流中的配送，需要和路徑優(yōu)化方法關(guān)聯(lián)等，這些方法的子模型中有各種各樣的變量，實(shí)際上這些變量就是我們咨詢過(guò)程中所溝通的各種問(wèn)題要素而進(jìn)行量化轉(zhuǎn)換的點(diǎn)。
This period of thinking requires the second level of logistics consulting methodology, the construction and solution of various sub-modules in different functional planning. For example, the layout in warehouse planning needs to be associated with the layout method, the distribution in production logistics, the need to be associated with the path optimization method, and so on. There are various variables in the sub-models of these methods. In fact, these variables are the points of quantitative transformation of the various elements of the problems we communicate in the process of consulting.
所以物流咨詢顧問(wèn)需要具備非常完整的咨詢框架和要素，將溝通過(guò)程中的所有問(wèn)題都進(jìn)行融合并轉(zhuǎn)化，才能夠在短時(shí)間結(jié)合經(jīng)驗(yàn)判斷構(gòu)建一個(gè)可供決策的解決方法。也就是常常強(qiáng)調(diào)的，物流咨詢規(guī)劃非常重要的技能在于咨詢顧問(wèn)能否將現(xiàn)實(shí)問(wèn)題轉(zhuǎn)化為應(yīng)用問(wèn)題，這是將實(shí)踐和方法論結(jié)合的接口部分，也是我們?cè)趶鸟雎?tīng)到思考過(guò)程中的邏輯轉(zhuǎn)換。只有具備了這樣的邏輯，才能在項(xiàng)目實(shí)施中化解每一個(gè)問(wèn)題，知道怎么做。
Therefore, logistics consultants need to have a very complete consulting framework and elements, all the problems in the communication process are integrated and transformed, in order to build a decision-making solution in a short period of time combined with experience judgment. That is to say, it is often stressed that the very important skill of logistics consulting planning lies in whether the Consulting Consultant can translate practical problems into application problems, which is the interface part of the combination of practice and methodology, and the logical transformation in the process of thinking from listening. Only with this logic can we solve every problem and know how to do it in the implementation of the project.
匯報(bào)方案怎么修改
How to modify the reporting plan
在咨詢方案匯報(bào)階段在將大量的分析材料根據(jù)客戶提出的核心問(wèn)題進(jìn)行提煉，一般來(lái)說(shuō)一個(gè)物流咨詢項(xiàng)目要解決的重點(diǎn)問(wèn)題不會(huì)太多。如何準(zhǔn)確的提煉核心點(diǎn)，就需要根據(jù)和客戶溝通的情況，客戶方提出了一個(gè)重點(diǎn)后，物流咨詢顧問(wèn)需要思考圍繞這個(gè)要點(diǎn)的背后，怎么樣去進(jìn)行整合，能把要素分析部分的內(nèi)容向這幾個(gè)核心要點(diǎn)聚焦，比如根據(jù)核心要點(diǎn)形成一個(gè)樹(shù)狀結(jié)構(gòu)。
In the reporting phase of the consulting program, a large number of analytical materials are refined according to the core issues raised by customers. Generally speaking, a logistics consulting project will not have too many key problems to solve. How to accurately refine the core points, we need to communicate with customers according to the situation, customers put forward a key point, logistics consulting consultants need to think about how to integrate around this point, the elements of the analysis part of the content to focus on these core points, such as the formation of a core point. A tree structure.
終期的匯報(bào)基本是以結(jié)果為導(dǎo)向的，結(jié)果所表現(xiàn)的大方向是符合實(shí)踐的，那么再來(lái)看分析邏輯有沒(méi)有問(wèn)題。在項(xiàng)目匯報(bào)階段肯定也是有一個(gè)反復(fù)的過(guò)程，那么在這個(gè)過(guò)程中，物流咨詢顧問(wèn)只要能以客戶提出的問(wèn)題為重點(diǎn)，在專業(yè)架構(gòu)內(nèi)去進(jìn)行主次梳理即可。
The final report is basically result-oriented, and the general direction of the results is in line with practice. Then we can see if there is any problem with the analytical logic. There must be a repetitive process in the project reporting stage, so in this process, logistics consultants as long as they can focus on the problems raised by customers, in the professional framework to sort out the primary and secondary.
第三，反復(fù)確認(rèn)咨詢方案細(xì)節(jié)，修正畫(huà)像
Third, reconfirm the details of the consultation plan and revise the portrait.
這是不是精準(zhǔn)的需求
Is this precise demand?
在物流咨詢顧問(wèn)聆聽(tīng)和思考之后，快速的構(gòu)建了一個(gè)初步想法，如果有任何不確定的點(diǎn)，可以立即和客戶進(jìn)行溝通交流，確認(rèn)這個(gè)問(wèn)題的基本性質(zhì)，比如在做倉(cāng)儲(chǔ)規(guī)劃時(shí)，客戶提到庫(kù)存問(wèn)題，那么可以去確認(rèn)庫(kù)存的問(wèn)題是不是咨詢方案中需要考慮的問(wèn)題。
After listening and thinking, the logistics consultant quickly constructed a preliminary idea, if there are any uncertainties, can immediately communicate with the customer, confirm the basic nature of the problem, such as in warehouse planning, the customer mentioned the inventory problem, then you can confirm the inventory problem is not The issues to be considered in the consultation programme.
因?yàn)閹?kù)存主要和采購(gòu)相關(guān)，不完全受物流管控，如果涉及庫(kù)存問(wèn)題，則可能上升到供應(yīng)鏈上的問(wèn)題，范圍更廣。當(dāng)然不一定是在所有問(wèn)題都構(gòu)建好方法后提出，在溝通過(guò)程中任何一個(gè)問(wèn)題都可以及時(shí)提出，這樣有利于溝通中對(duì)客戶進(jìn)行有效的引導(dǎo)，也可以讓溝通更加有效。
Because inventory is mainly related to procurement, not entirely controlled by logistics, if it involves inventory problems, it may rise to the supply chain problems, a broader range. Of course, it is not necessarily put forward after all the problems have been constructed. Any problem can be raised in time in the process of communication, which is conducive to effective guidance to customers in communication, and can also make communication more effective.
解決方法的邏輯對(duì)不對(duì)
The logic of the solution is not right.
中期對(duì)于解決方法的確認(rèn)主要做到兩點(diǎn)：
In the medium term, there are two main points for confirming the solution.
第一，將方法論融合實(shí)踐后，轉(zhuǎn)換為客戶能夠理解的語(yǔ)言進(jìn)行溝通確認(rèn)，第二，反復(fù)修正，反復(fù)確認(rèn)，直到達(dá)成共識(shí)。
Firstly, after the integration of methodologies into practice, it will be translated into a language that the customer can understand to communicate and confirm. Secondly, it will be revised and confirmed repeatedly until a consensus is reached.
項(xiàng)目實(shí)施中每一個(gè)任務(wù)在形成方案前，需要進(jìn)行充分的溝通，有效的溝通當(dāng)然也是圍繞方案展開(kāi)的，物流咨詢顧問(wèn)快速的思考實(shí)踐中的問(wèn)題，然后通過(guò)方法論進(jìn)行轉(zhuǎn)化，但是客戶很可能不具備想咨詢顧問(wèn)一樣的專業(yè)能力，那么如果用專業(yè)的語(yǔ)言去溝通，可能客戶并不能有效理解，而對(duì)顧問(wèn)提出的溝通確認(rèn)點(diǎn)產(chǎn)生誤解，而造成無(wú)效溝通，甚至引入到一個(gè)錯(cuò)誤的方向。那么一個(gè)有經(jīng)驗(yàn)的咨詢顧問(wèn)會(huì)用客戶可以理解并也能反饋到自己專業(yè)框架中的語(yǔ)言進(jìn)行溝通。在這個(gè)過(guò)程中，不一定一次就能達(dá)到咨詢顧問(wèn)想要的效果，那么可能進(jìn)行多次溝通，直到得到了想要的答案。
Every task in the implementation of the project needs to be fully communicated before the scheme is formed. Effective communication is also carried out around the scheme. Logistics consultants think about practical problems quickly and then transform them through methodology. But customers may not have the same professional ability as consultants. If you use professional language to communicate, the customer may not be able to effectively understand, and the consultant proposed communication confirmation point misunderstanding, resulting in ineffective communication, or even lead to a wrong direction. An experienced consultant then communicates in a language that the client understands and can also feed back into his professional framework. In this process, the consultant may not be able to achieve the desired effect at one time, so it is possible to communicate multiple times until the desired answer is obtained.
匯報(bào)的核心要素全不全
The core elements of the report are all incomplete.
項(xiàng)目匯報(bào)階段，同樣也是需要多次確認(rèn)，最終按照客戶方高層的聽(tīng)取方案匯報(bào)的習(xí)慣，項(xiàng)目組內(nèi)進(jìn)行充分的溝通和確認(rèn)，這個(gè)階段物流咨詢顧問(wèn)擬出一份專業(yè)的報(bào)告，與客戶方進(jìn)行確認(rèn)，然后雙方可以在短周期內(nèi)共同討論，進(jìn)行多次版本的修改，最終形成既符合客戶方的思考習(xí)慣，又不失咨詢方案專業(yè)性的優(yōu)質(zhì)匯報(bào)方案。
In the project reporting stage, it is also necessary to confirm many times. Finally, according to the custom of the client's senior management to listen to the project report, the project team carries on the full communication and confirmation. At this stage, the logistics consultant draws up a professional report and confirms it with the client. Then both sides can discuss it together in a short period of time. Many editions of the amendments, and ultimately form both in line with the customer's thinking habits, but also to consult the professional quality of the report program.
轉(zhuǎn)自物流沙龍
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