CAJ | 학술논문

“三员联动”管理体系即客户经理、稽查员员、配送员联动管理模式是烟草商业企业管理中又一次大胆的创新和探索，极大优化和整合了现有人力资源，大大提高了工作质量和效率。客户经理是这次改革的关键，其职能开始发生质的改变，由原来的突出“服务”变成必须兼顾“管理”。“服务”和“管理”两手都要抓，一个都不能少。这不仅是对客户经理的挑战，也是对烟草商业企业管理者的挑战，牵涉到一个新命题--“三员联动”管理体系中客户经理如何兼顾“管理”和“服务”职能。“三员联动”管理体系改革要成功有三点必不可少：一是商业企业管理者必须完善客户经理管理和考核制度、加强对客户经理培训，提升客户经理服务和管理技能；二是客户经理自身必须转变观念，明确“管理”和“服务”双重职能的不可或缺性；三是专卖、营销、配送、内管部门必须加强互动、密切协作，提高工作效率，优化业务流程，使1+1+1＞3。
“삼원련동”관리체계즉객호경리、계사원원、배송원련동관리모식시연초상업기업관리중우일차대담적창신화탐색，겁대우화화정합료현유인력자원，대대제고료공작질량화효솔。객호경리시저차개혁적관건，기직능개시발생질적개변，유원래적돌출“복무”변성필수겸고“관리”。“복무”화“관리”량수도요조，일개도불능소。저불부시대객호경리적도전，야시대연초상업기업관리자적도전，견섭도일개신명제--“삼원련동”관리체계중객호경리여하겸고“관리”화“복무”직능。“삼원련동”관리체계개혁요성공유삼점필불가소：일시상업기업관리자필수완선객호경리관리화고핵제도、가강대객호경리배훈，제승객호경리복무화관리기능；이시객호경리자신필수전변관념，명학“관리”화“복무”쌍중직능적불가혹결성；삼시전매、영소、배송、내관부문필수가강호동、밀절협작，제고공작효솔，우화업무류정，사1+1+1＞3。
Account Manager how to take account of"service"and"management”in“front-line employees Linkage”management system ”front-line employees Linkage”management system is the enterprise management innovation and exploration of tobacco business, greatly optimizing and integrating the existing human resources, greatly improved work quality and efficiency. Account Manager is the key to the reform, their responsibilities change, must take account of"service"and"management”how to handle this, is not only the chal enge of client manager, but also on the chal enges of the tobacco business enterprise managers,. This reform to be successful, have to do the fol owing:Improve the assessment and management system;Enhance customer manager training, improve service and management skil s of them;customer manager must change their concepts, to Management and service;Departments must work closely to improve work efficiency.