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单元8 外包

Business Result Upper Intermediate unit 8 Outsourcing

派崔修·赖斯是一个市场研究员
Pertrisure Rice is a market researcher.
她受考茨蓓柔集团委托
She is being commissioned by Courts Parel Group
来调查公司的客户
to survey the company’s customers.
她借助一些视觉工具来展示她的发现
She is presenting her findings with the help of some visual aids.
所以 我今天要在这里展示我的调查结果
So, I’m here today to present you with the results of that survey.
现在开始 我的演讲将分为三部分
Now to do this, I’ve divided my presentation into three parts.
第一部分 我会介绍这次调查的背景
Firstly, I’ll talk about the background to the research.
然后 我们来看看我们是如何进行调查的
Then, we’ll look at how we approach the research.
第三部分 我会总结这次调查的重要发现
And thirdly, I’ll summarize the key findings of the research.
现在我先来简短介绍下调查背景吧
So, let’s start with a brief description of the background.
六个月前 你的公司发现
Six months ago, your company found
在你公司三个领域中 有一个领域
that there was an increasing number of customers
14天之内
in one of your company’s three regions
撤销合同的顾客有所增加
that were cancelling their contracts within 14 days.
向客服服务中心投诉的人数也在上升
There were also a growing number of complaints to the call center.
所以 我们调查的关键是询问
So, the key questions our survey needed to ask were
为什么会有这么多投诉?
why so many complaints?
和为什么会有这么多撤销合同?
And why so many cancellations?
当然 也有其他的问题需要我们的调查来解释
Of course, there were also other issues that our survey needed to take into account.
所以 我们选择了90000名客户
So, once we selected 90,000 customers
覆盖了贵公司的三个领域
across your company’s three regions,
我们给他们发送了调查问卷
we then emailed them the survey.
我们给了他们四周时间
We allowed four weeks for them
来回答这份问卷
to respond to the surveys.
经过四周后
And after that period,
我们得到了4%的回复率
we received a 4 percent response rate.
现如今 对这类调查取得这样的结果来说已经是非常好了
Now this is quite good for this type of survey.
然后我们分析了这些回答 并为你们编辑成了报告
We then analyzed those responses, and compiled them in a report for you.
让我们更详细的看一下这些回答
Let’s look at those responses in a bit more detail.
现在 在这4%调查问卷中
Now, all that 4 percent,
这个蓝色的部分
this blue section,
显示57%的回复
shows that 57 percent of those responses
来自困难地区
came from the region with the difficulties.
这是非常有意义的
That’s significant,
因为你更加可能收到
as you are more likely to receive
那些非常满意或非常不满意 的客户的回答
responses from customers who are either very satisfied, or very unsatisfied.
总之 到了我讲解的第三部分 也是主要部分
Anyway, this leads me on to the third and main part of my presentation,
即这个调查的实际结果
the actual results of the survey.
现在 在你前面
Now, in front of you,
这里有一份调查发现的复印件
there’s a copy of the survey’s findings.
我将总结这些问题的主要发现
I’m going to summarize the key findings for each of these questions.
所以我们从第一个问题开始
So let’s begin with question one,
问你的顾客有多少可能性
which asks your customers how likely they are
会给朋友推荐你的公司
to recommend your company to a friend.
正如你看到的那样
As you can see,
我们使用了这样一个尺度
we have used a scale
零代表一点都不可能
with zero being not at all likely,
十代表非常可能
and ten being extremely likely.
根据这个图表
According to this chart,
全部的回复表明
the overall response indicates
顾客在相当水平上是比较可能
that customers are fairly likely
去推荐你们公司的
to recommend your company.
然而 这个表格代表的是
However, this chart represents an average response
三个领域里的平均回复
across three regions.
如果我们将这些回复分解
If we break these responses down
到三个领域里 就像这样
into the three regions like this.
它阐明了 不同领域间的顾客满意度是不同的
It illustrates the difference in customers’ satisfication region by region.
现在 记住红色和黄色是顾客数量持续增长的领域
Now, remember red and yellow are the regions with increasing numbers of customers.
从结果来看 这些回复是很高的
Consequently, the responses are quite high,
甚至达到十了
even as high as ten.
但是在之前的表格中分数是低一些的
But the lower scores in the pervious chart
是因为这些蓝色回复导致了总体分数下降
were caused by the decline in these blue responses here.
在一些情况下 它们降到了零分水平
They go down to the zero level, in some cases.

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视频概述

外包(Outsourcing)是一种企业整合利用企业外优秀的专业资源的管理模式。就企业而言外包有着很大的优势。 本视频就是一个外包的例子。

听录译者

D.M.

翻译译者

林邑

审核员

DY

视频来源

https://www.youtube.com/watch?v=LbcbKT6cn_U

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