position-related consumption of civil servants has been swept by finance, consumer, regardless of cost, extravagance and waste in the civil service position-related consumption, abuse, corruption and embezzlement, corruption is important. Then, under the conditions of market economy, how to reform the existing civil duty consumption management, explores a source to prevent and curb the post consumption corruption way, is currently a major issue faced by honest work. Recently, I conducted research on this issue, this problem on some humble opinions. First, the existing public servants ' duty consumption the main problems seen from the investigation and reasons, in recent years, public servants ' duty consumption caused by the abuses and not a person of integrity, is one of the major problems in the party in Government, its operation order have a negative effect on the party and Government organs, seriously damaging the image of the party and the Government, undermining the relationship between party and the masses, effect, opening up and economic construction. From I County in recent years of governance situation see, positions consumption in the produced of \phenomenon rendering four a features: a is positions consumption system lost has due of binding, right is greater than rules, and right is greater than method of phenomenon more highlight; II is in positions consumption in the Camera Obscura operation, using terms, will positions consumption into has personal consumption, will corporate points to into personal points to, makes positions consumption in some aspects has into positions enjoy and self-dealing of means; three is to positions consumption for name, fraud, false impersonator, Trend of negative corruption phenomena such as corruption and misappropriation; four palaces, follow the fashion, rivalries, wasteful, and post consumption became a symbol of showing off their individual capacities. Caused by public servants ' duty consumption of many \nomenon in which people reflect the biggest problems are: (a) the official car problems. Mainly in three aspects: one is the larger buses cost expenditure. According to statistics, until November 2003, XX County township Department bus 159 cars, which department owns the bus 145 vehicles, and showed an increasing trend. Financial expenses cost per bus per year to 35,000 yuan, and in fact every cost up to 50,000 yuan. Some units also hiring temporary drivers and expenditure on wages and subsidies. Necessary to \but also \ding to larger expenses. Second, gongchesiyong breed unhealthy tendencies. Some people believe that now some bus drivers use one-third, one-third leading private one-third used for official purposes. Some public servants, especially leading officials motoring, cars for private purposes, violating the self-discipline regulations, and even lead to traffic accidents. According to statistics from related departments, since 2004, the correct investigation in our County serves nearly 30 cars for private purposes, only the first half of this year, cars for private purposes or全国2008年10月高等教育自学考试 网络经济与企业管理试题及参考答案
课程代码：00910
一、单项选择题（本大题共30小题，每小题1分，共30分）
在每小题列出的四个备选项中只有一个是符合题目要求的，请将其代码填写在题后的括号内。错选、多选或未选均无分。
1.被誉为“管理过程理论之父”是（ D ） A.马斯洛 C.泰罗
2.管理的核心是（ A ） A.对资源的合理配置和有效整合 C.进行计划、组织、领导和控制
B.达到组织的预订目标 D.实现企业价值的最大化 B.韦伯 D.法约尔
3.与实体企业相比，以下哪个不是网络企业的特点?（ D ） ．．A.网络企业是全天候运作的 C.网络企业是计算机化和网络化的
B.网络企业是高知识型的 D.网络企业是高服务水平的
4.企业独有的、能够支撑企业长期竞争优势的能力是（ B ） A.企业的战略 C.企业的资源
B.企业的核心能力 D.企业的内聚能力
5.根据波士顿矩阵分析方法，我们把具有高市场成长率和高市场份额的战略经营单位称为（ A ） A.明星类 C.问号类
6.战略经营单位简称（ C ） A.SUB C.SBU
B.USB D.BSU B.金牛类 D.狗类
7.一个客户的价值构成包括历史价值、当前价值和（ C ） A.内部价值 C.潜在价值
B.外部价值 D.远期价值
8.在客户关系管理系统中的业务操作管理子系统，客户服务模块的部件包括合同部件、客户关系部件和（ B ） A.生产部件 C.财务部件
B.服务部件 D.销售部件
9.采用客户组合分析方法，对在客户关系中的历史价值和潜在价值都高的客户采用的策略是（ D ） A.放弃 C.维持
B.培育 D.投资
10.组织管理的基本内容就是设计、建立并保持一种组织结构，具体来说，以下不属于组织管理的基本内容是．．．（ B ） A.组织设计 C.组织运作
B.组织分解 D.组织调整
eaders driving a vehicle accident caused by road accidents, 1, 1 people killed and direct economic losses amounting to more than 100,000 yuan. Third, high efficiency and low cost of the bus. Surveys show that, the operating costs of taxis for the 8200/... Is a fundamental priority of the reform, it is a difficult problem that must be solved in the reform process. Clearly, the post consumption averages three years before as a base and fine-tuned on the basis of this single practices must be improved. Improvements to adhere to three principles: first, under the existing policy provisions approved for public servants ' duty consumption standards, calibration, is not contrary to policy. Second, according to the local financial situation and people's sustainability, public servants ' duty consumption standards approved, both financial reach, and people passing through. Third, according to the operational needs of civil servants responsible for authorized public servants ' duty consumption standards, both high and low positions, but also the nature of the work and the workload. In reform of method Shang, approved civil servants positions consumption standard to %unified, and small dispersed\ble, that most positions consumption project should according to policy provides proposed unified standard, consider to ranks, and units and the work task of differences sex, unified of standard should has elastic of and dynamic of, makes regions, and units in implementation unified standard Shi has must of flexible disposal right; but since set of standard must after financial, and audit, sector audit approved Hou to implementation. (C) reform package. Public servants ' duty consumption elasticity of consumption to limit consumption, turning mess into kitchen after dinner, follow the civil servant with a how to use personal title subsidies, or how to manage a personal duty consumption use of subsidies. Therefore, we must establish and perfect with public servants ' duty consumption monetization reform support of the series of governance systems such as the civil service examination of responsibility, system, low fault investigation system, the report said. While other measures to keep up. Discipline inspection and supervision organs, financial, auditing departments should strengthen supervision and inspection of public servants ' duty consumption monetization reform progress, to strengthen the reform of public servants ' duty consumption monetization system, measures to develop and monitor the implementation of inspection, not consumption as required, even shifting consumer behavior to stop, serious cases to deal with. Three ideas, public servants ' duty consumption monetization reform of politics, the economy and the deepening of the reform, public servants ' duty consumption as somewhere between a reform also demonstrated its importance and urgency. First of all, civil servants especially party and Government leaders and public servants ' duty consumption there are big drawbacks. NPC deputies and CPPCC members and the broad masses are concerned about. Secondly, theposition-related consumption of civil servants has been swept by finance, consumer, regardless of cost, extravagance and waste in the civil service position-related consumption, abuse, corruption and embezzlement, corruption is important. Then, under the conditions of market economy, how to reform the existing civil duty consumption management, explores a source to prevent and curb the post consumption corruption way, is currently a major issue faced by honest work. Recently, I conducted research on this issue, this problem on some humble opinions. First, the existing public servants ' duty consumption the main problems seen from the investigation and reasons, in recent years, public servants ' duty consumption caused by the abuses and not a person of integrity, is one of the major problems in the party in Government, its operation order have a negative effect on the party and Government organs, seriously damaging the image of the party and the Government, undermining the relationship between party and the masses, effect, opening up and economic construction. From I County in recent years of governance situation see, positions consumption in the produced of \phenomenon rendering four a features: a is positions consumption system lost has due of binding, right is greater than rules, and right is greater than method of phenomenon more highlight; II is in positions consumption in the Camera Obscura operation, using terms, will positions consumption into has personal consumption, will corporate points to into personal points to, makes positions consumption in some aspects has into positions enjoy and self-dealing of means; three is to positions consumption for name, fraud, false impersonator, Trend of negative corruption phenomena such as corruption and misappropriation; four palaces, follow the fashion, rivalries, wasteful, and post consumption became a symbol of showing off their individual capacities. Caused by public servants ' duty consumption of many \nomenon in which people reflect the biggest problems are: (a) the official car problems. Mainly in three aspects: one is the larger buses cost expenditure. According to statistics, until November 2003, XX County township Department bus 159 cars, which department owns the bus 145 vehicles, and showed an increasing trend. Financial expenses cost per bus per year to 35,000 yuan, and in fact every cost up to 50,000 yuan. Some units also hiring temporary drivers and expenditure on wages and subsidies. Necessary to \but also \ding to larger expenses. Second, gongchesiyong breed unhealthy tendencies. Some people believe that now some bus drivers use one-third, one-third leading private one-third used for official purposes. Some public servants, especially leading officials motoring, cars for private purposes, violating the self-discipline regulations, and even lead to traffic accidents. According to statistics from related departments, since 2004, the correct investigation in our County serves nearly 30 cars for private purposes, only the first half of this year, cars for private purposes or11.主要适用于科研、设计、规划项目等创新性较强的工作的组织结构是（ C ） A.职能制结构 C.矩阵型结构
B.事业部制结构 D.控股型结构
12.由多个独立的个人、部门和企业为了共同的任务而组成的联合体，它的运行不靠传统的层级控制，而是在定义成员角色和各自任务的基础上通过密集的多边联系、互利和交互式的合作来完成共同追求的目标，这是指（ A ） A.网络型组织 C.虚拟组织
B.临时团队 D.战略联盟
13.企业集中所有力量，以一个细分市场作为目标市场，试图在较小子市场中占据较大的市场份额是指（ D ） A.差异市场营销 B.无差异市场营销 C.网络营销
D.集中营销
14.整合营销已由传统的4ps理论逐渐转化为（ C ） A.5ps理论 B.6ps理论 C.4cs理论
D.5cs理论
15.当当网的销售渠道属于（ B ） A.B－B B.B－C C.C－C
D.C－B 16.JIT生产方式发源于（ B ） A.美国 B.日本 C.荷兰
D.中国 17.敏捷制造模式中基础和核心的组织形式是（ C ） A.核心企业 B.物流企业 C.虚拟企业
D.中介
18.公司的各种资产、资本以及资产与资本的对比关系等都必须保持一定的比例是贯彻了（ D ） A.系统原则 B.平衡原则 C.优化原则
D.比例原则
19.在编制财务计划时，根据影响某项指标的各种因素，来推算该指标计划数的方法是（ A ） A.因素法 B.比例法 C.平衡法
D.定额法
20.投资按期限可分为（ A ） A.长期投资和短期投资 B.直接投资和间接投资 C.确定投资和不确定性投资
D.对内投资和对外投资 21.人力资源规划的内容主要分为两个层次：一个是组织的人力资源规划，另一个是人力资源的（ D A.生产业务规划 B.销售业务规划 C.研发业务规划
D.各项具体业务规划
22.从培训的层次上来划分，员工培训可以分为高级、中级和（ D ） A.在职培训 B.脱产培训 C.低级培训
D.初级培训
eaders driving a vehicle accident caused by road accidents, 1, 1 people killed and direct economic losses amounting to more than 100,000 yuan. Third, high efficiency and low cost of the bus. Surveys show that, the operating costs of taxis for the 8200/... Is a fundamental priority of the reform, it is a difficult problem that must be solved in the reform process. Clearly, the post consumption averages three years before as a base and fine-tuned on the basis of this single practices must be improved. Improvements to adhere to three principles: first, under the existing policy provisions approved for public servants ' duty consumption standards, calibration, is not contrary to policy. Scond, according to the local financial situation and people's sustainability, public servants ' duty consumption standards approved, both financial reach, and people passing through. Third, according to the operational needs of civil servants responsible for authorized public servants ' duty consumption standards, both high and low positions, but also the nature of the work and the workload. In reform of method Shang, approved civil servants positipolicy provides proposed unified standard, consider to ranks, and units and the work task of differences sex, unified of standard should has elastic of and dynamic of, makes regions, and units in implementation unified standard Shi has must of flexible disposal right; but since set of standard must after financial, and audit, sector audit approved Hou to implementation. (C) reform package. Public servants ' duty consumption elasticity of consumption to limit consumption, turning mess into kitchen after dinner, follow the civil servant with a how to use personal title subsidies, or how to manage a personal duty consumption use of subsidies. Therefore, we must establish and perfect with public servants ' duty consumption monetization reform support of the series of governance systems such as the civil service examination of responsibility, system, low fault investigation system, the report said. While other measures to keep up. Discipline inspection and supervision organs, financial, auditing departments should strengthen supervision and inspection of public servants ' duty consumption monetization reform progress, to strengthen the reform of publiof inspection, not consumption as required, even shifting consumer behavior to stop, serious cases to deal with. Three ideas, public servants ' duty consumption monetization reform of politics, the economy and the deepening of the reform, public servants ' duty consumption as somewhere between a reform also demonstrated its importance and urgency. First of all, civil servants especially party and Government leaders and public servants ' duty consumption there are big drawbacks. NPC deputies and CPPCC members and the broad masses are concerned about. Secondly, the） unified, and small dispersed\ble, that most positions consumption project should according to c servants ' duty consumption monetization system, measures to develop and monitor the implementation ons consumption standard to \position-related consumption of civil servants has been swept by finance, consumer, regardless of cost, extravagance and waste in the civil service position-related consumption, abuse, corruption and embezzlement, corruption is important. Then, under the conditions of market economy, how to reform the existing civil duty consumption management, explores a source to prevent and curb the post consumption corruption way, is currently a major issue faced by honest work. Recently, I conducted research on this issue, this problem on some humble opinions. First, the existing public servants ' duty consumption the main problems seen from the investigation and reasons, in recent years, public servants ' duty consumption caused by the abuses and not a person of integrity, is one of the major problems in the party in Government, its operation order have a negative effect on the party and Government organs, seriously damaging the image of the party and the Government, undermining the relationship between party and the masses, effect, opening up and economic construction. From I County in recent years of governance situation see, positions consumption in the produced of \phenomenon rendering four a features: a is positions consumption system lost has due of binding, right is greater than rules, and right is greater than method of phenomenon more highlight; II is in positions consumption in the Camera Obscura operation, using terms, will positions consumption into has personal consumption, will corporate points to into personal points to, makes positions consumption in some aspects has into positions enjoy and self-dealing of means; three is to positions consumption for name, fraud, false impersonator, Trend of negative corruption phenomena such as corruption and misappropriation; four palaces, follow the fashion, rivalries, wasteful, and post consumption became a symbol of showing off their individual capacities. Caused by public servants ' duty consumption of many \nomenon in which people reflect the biggest problems are: (a) the official car problems. Mainly in three aspects: one is the larger buses cost expenditure. According to statistics, until November 2003, XX County township Department bus 159 cars, which department owns the bus 145 vehicles, and showed an increasing trend. Financial expenses cost per bus per year to 35,000 yuan, and in fact every cost up to 50,000 yuan. Some units also hiring temporary drivers and expenditure on wages and subsidies. Necessary to \but also \ding to larger expenses. Second, gongchesiyong breed unhealthy tendencies. Some people believe that now some bus drivers use one-third, one-third leading private one-third used for official purposes. Some public servants, especially leading officials motoring, cars for private purposes, violating the self-discipline regulations, and even lead to traffic accidents. According to statistics from related departments, since 2004, the correct investigation in our County serves nearly 30 cars for private purposes, only the first half of this year, cars for private purposes or23.根据员工的年度绩效评价的结果而确定的对基础薪酬的增加部分是（ B ） A.基本薪酬 C.奖金
B.绩效薪酬 D.福利
24.关于事物的原理和客观规律方面的知识，通常属于科学范畴的是（ B ） A.事实知识 C.技能知识
B.原理知识 D.人力知识
25.知识管理的编码策略是基于知识再用的知识管理策略，它又叫（ A ） A.显性策略 C.个人化策略
B.隐性策略 D.共享策略
26.目前许多大型企业已经建立起知识管理体系，它的中心是（ B ） A.首席财务官（CFO） C.首席执行官（CEO）
B.首席知识官（CKO） D.首席信息官（CTO）
27.供应链管理强调提高核心竞争力，它围绕的中心是（ D ） A.供应商 C.批发商
B.制造商 D.整个供应链
28.企业检查生产计划执行情况的重要依据，也是滚动制定生产计划过程中用于修正原有计划和制定新计划的重要信息，这是指（ B ） A.企业生产计划 C.能力平衡
B.生产进度 D.外包计划
29.一种为适应大规模定制生产而采用的策略，通过这种策略使企业能够实现产品多样化，适应顾客的需求，这是指（ C ） A.协同战略 C.延迟化战略
B.外包战略 D.精益战略
30.任何一个企业的企业文化，总是与企业长期发展相联系的，是一个逐步形成和发展的动态过程，这反映了企业文化的（ A ） A.动态性 C.独特性
二、多项选择题（本大题共5小题，每小题2分，共10分）
在每小题列出的五个备选项中至少有两个是符合题目要求的，请将其代码填写在题后的括号内。错选、多选、少选或未选均无分。
31.企业战略是带有全局性、根本性和长远性的谋划，可分为重要的层次有（ ACD ）P22 A.总体战略 C.事业层战略 E.短期战略
eaders driving a vehicle accident caused by road accidents, 1, 1 people killed and direct economic losses amounting to more than 100,000 yuan. Third, high efficiency and low cost of the bus. Surveys show that, the operating costs of taxis for the 8200/... Is a fundamental priority of the reform, it is a difficult problem that must be solved in the reform process. Clearly, the post consumption averages three years before as a base and fine-tuned on the basis of this single practices must be improved. Improvements to adhere to three principles: first, under the existing policy provisions approved for public servants ' duty consumption standards, calibration, is not contrary to policy. Second, according to the local financial situation and people's sustainability, public servants ' duty consumption standards approved, both financial reach, and people passing through. Third, according to the operational needs of civil servants responsible for authorized public servants ' duty consumption standards, both high and low positions, but also the nature of the work and the workload. In reform of method Shang, approved civil servants positions consumption standard to \d, and small dispersed\e, that most positions consumption project should according to policy provides proposed unified standard, consider to ranks, and units and the work task of differences sex, unified of standard should has elastic of and dynamic of, makes regions, and units in implementation unified standard Shi has must of flexible disposal right; but since set of standard must after financial, and audit, sector audit approved Hou to implementation. (C) reform package. Public servants ' duty consumption elasticity of consumption to limit consumption, turning mess into kitchen after dinner, follow the civil servant with a how to use personal title subsidies, or how to manage a personal duty consumption use of subsidies. Therefore, we must establish and perfect with public servants ' duty consumption monetization reform support of the series of governance systems such as the civil service examination of responsibility, system, low fault investigation system, the report said. While other measures to keep up. Discipline inspection and supervision organs, financial, auditing departments should strengthen supervision and inspection of public servants ' duty consumption monetization reform progress, to strengthen the reform of public servants ' duty consumption monetization system, measures to develop and monitor the implementation of inspection, not consumption as required, even shifting consumer behavior to stop, serious cases to deal with. Three ideas, public servants ' duty consumption monetization reform of politics, the economy and the deepening of the reform, public servants ' duty consumption as somewhere between a reform also demonstrated its importance and urgency. First of all, civil servants especially party and Government leaders and public servants ' duty consumption there are big drawbacks. NPC deputies and CPPCC members and the broad masses are concerned about. Secondly, B.科学性 D.辐射性
B.长期战略 D.职能战略
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- 本套试题共分7页，当前页是第3页-
position-related consumption of civil servants has been swept by finance, consumer, regardless of cost, extravagance and waste in the civil service position-related consumption, abuse, corruption and embezzlement, corruption is important. Then, under the conditions of market economy, how to reform the existing civil duty consumption management, explores a source to prevent and curb the post consumption corruption way, is currently a major issue faced by honest work. Recently, I conducted research on this issue, this problem on some humble opinions. First, the existing public servants ' duty consumption the main problems seen from the investigation and reasons, in recent years, public servants ' duty consumption caused by the abuses and not a person of integrity, is one of the major problems in the party in Government, its operation order have a negative effect on the party and Government organs, seriously damaging the image of the party and the Government, undermining the relationship between party and the masses, effect, opening up and economic construction. From I County in recent years of governance situation see, positions consumption in the produced of \phenomenon rendering four a features: a is positions consumption system lost has due of binding, right is greater than rules, and right is greater than method of phenomenon more highlight; II is in positions consumption in the Camera Obscura operation, using terms, will positions consumption into has personal consumption, will corporate points to into personal points to, makes positions consumption in some aspects has into positions enjoy and self-dealing of means; three is to positions consumption for name, fraud, false impersonator, Trend of negative corruption phenomena such as corruption and misappropriation; four palaces, follow the fashion, rivalries, wasteful, and post consumption became a symbol of showing off their individual capacities. Caused by public servants ' duty consumption of many \nomenon in which people reflect the biggest problems are: (a) the official car problems. Mainly in three aspects: one is the larger buses cost expenditure. According to statistics, until November 2003, XX County township Department bus 159 cars, which department owns the bus 145 vehicles, and showed an increasing trend. Financial expenses cost per bus per year to 35,000 yuan, and in fact every cost up to 50,000 yuan. Some units also hiring temporary drivers and expenditure on wages and subsidies. Necessary to \but also \ding to larger expenses. Second, gongchesiyong breed unhealthy tendencies. Some people believe that now some bus drivers use one-third, one-third leading private one-third used for official purposes. Some public servants, especially leading officials motoring, cars for private purposes, violating the self-discipline regulations, and even lead to traffic accidents. According to statistics from related departments, since 2004, the correct investigation in our County serves nearly 30 cars for private purposes, only the first half of this year, cars for private purposes or32.企业组织外部虚拟化的具体形式有（ ABCDE ）P72 A.外包 C.特许经营 E.虚拟销售网络
33.市场营销组合策略包括许多要素，美国营销学家麦卡锡把这些要素概括为（ ABDE ） A.产品 C.品牌 E.促销
34.员工培训的原则有（ ABCD ） A.理论联系实际，学用一致 C.全员培训和重点提高相结合 E.注重成本
35.供应链管理环境下物流管理的特点是（ ABCDE ） A.提高了物流系统的快速反应能力 C.增进了物流系统的无缝连接 E.提高了顾客的满意度
三、简答题（本大题共6小题，每小题5分，共30分） 36.请简述企业宏观环境的构成。 37.请列举出企业与客户互动的渠道。 38.请简述网络广告的类型。 39.简答融资应考虑的因素。 40.简答知识的类型。 41.简答准时采购的基本思想。
四、论述题（本大题10分） 42.论述网络财务的特点。
五、案例题（本大题共20分） 43.中国平安客户关系系统（CRM）
中国平安继两度蝉联“最佳CRM（客户关系管理）实施”奖及在2004年获“最佳CRM实施跨行业奖”后，中国平安再度成功夺得“2005年度大中华区最佳CRM实施”优胜企业称号，显示中国平安客户关系管理水平继续向国际领先标准迈进。此次第四届“最佳CRM实施大奖”颁奖典礼在上海举行。
中国平安从20世纪90年代中期即开始实施CRM，基于“无论何时（ANYTIME）、无论何地（ANYWHERE）、
eaders driving a vehicle accident caused by road accidents, 1, 1 people killed and direct economic losses amounting to more than 100,000 yuan. Third, high efficiency and low cost of the bus. Surveys show that, the operating costs of taxis for the 8200/... Is a fundamental priority of the reform, it is a difficult problem that must be solved in the reform process. Clearly, the post consumption averages three years before as a base and fine-tuned on the basis of this single practices must be improved. Improvements to adhere to three principles: first, under the existing policy provisions approved for public servants ' duty consumption standards, calibration, is not contrary to policy. Scond, according to the local financial situation and people's sustainability, public servants ' duty consumption standards approved, both financial reach, and people passing through. Third, according to the operational needs of civil servants responsible for authorized public servants ' duty consumption standards, both high and low positions, but also the nature of the work and the workload. In reform of method Shang, approved civil servants positions consumption standard to %unified, and small dispersed\ble, that most positions consumption project should according to policy provides proposed unified standard, consider to ranks, and units and the work task of differences sex, unified of standard should has elastic of and dynamic of, makes regions, and units in implementation unified standard Shi has must of flexible disposal right; but since set of standard must after financial, and audit, sector audit approved Hou to implementation. (C) reform package. Public servants ' duty consumption elasticity of consumption to limit consumption, turning mess into kitchen after dinner, follow the civil servant with a how to use personal title subsidies, or how to manage a personal duty consumption use of subsidies. Therefore, we must establish and perfect with public servants ' duty consumption monetization reform support of the series of governance systems such as the civil service examination of responsibility, system, low fault investigation system, the report said. While other measures to keep up. Discipline inspection and supervision organs, financial, auditing departments should strengthen supervision and inspection of public servants ' duty consumption monetization reform progress, to strengthen the reform of public servants ' duty consumption monetization system, measures to develop and monitor the implementation of inspection, not consumption as required, even shifting consumer behavior to stop, serious cases to deal with. Three ideas, public servants ' duty consumption monetization reform of politics, the economy and the deepening of the reform, public servants ' duty consumption as somewhere between a reform also demonstrated its importance and urgency. First of all, civil servants especially party and Government leaders and public servants ' duty consumption there are big drawbacks. NPC deputies and CPPCC members and the broad masses are concerned about. Secondly, theB.战略联盟 D.合资企业
B.价格 D.地点
B.知识技能培训与组织文化培训兼顾 D.严格考核和择优奖励
B.降低了物流系统的成本 D.物流服务方式的多样化
position-related consumption of civil servants has been swept by finance, consumer, regardless of cost, extravagance and waste in the civil service position-related consumption, abuse, corruption and embezzlement, corruption is important. Then, under the conditions of market economy, how to reform the existing civil duty consumption management, explores a source to prevent and curb the post consumption corruption way, is currently a major issue faced by honest work. Recently, I conducted research on this issue, this problem on some humble opinions. First, the existing public servants ' duty consumption the main problems seen from the investigation and reasons, in recent years, public servants ' duty consumption caused by the abuses and not a person of integrity, is one of the major problems in the party in Government, its operation order have a negative effect on the party and Government organs, seriously damaging the image of the party and the Government, undermining the relationship between party and the masses, effect, opening up and economic construction. From I County in recent years of governance situation see, positions consumption in the produced of \phenomenon rendering four a features: a is positions consumption system lost has due of binding, right is greater than rules, and right is greater than method of phenomenon more highlight; II is in positions consumption in the Camera Obscura operation, using terms, will positions consumption into has personal consumption, will corporate points to into personal points to, makes positions consumption in some aspects has into positions enjoy and self-dealing of means; three is to positions consumption for name, fraud, false impersonator, Trend of negative corruption phenomena such as corruption and misappropriation; four palaces, follow the fashion, rivalries, wasteful, and post consumption became a symbol of showing off their individual capacities. Caused by public servants ' duty consumption of many \nomenon in which people reflect the biggest problems are: (a) the official car problems. Mainly in three aspects: one is the larger buses cost expenditure. According to statistics, until November 2003, XX County township Department bus 159 cars, which department owns the bus 145 vehicles, and showed an increasing trend. Financial expenses cost per bus per year to 35,000 yuan, and in fact every cost up to 50,000 yuan. Some units also hiring temporary drivers and expenditure on wages and subsidies. Necessary to \but also \ding to larger expenses. Second, gongchesiyong breed unhealthy tendencies. Some people believe that now some bus drivers use one-third, one-third leading private one-third used for official purposes. Some public servants, especially leading officials motoring, cars for private purposes, violating the self-discipline regulations, and even lead to traffic accidents. According to statistics from related departments, since 2004, the correct investigation in our County serves nearly 30 cars for private purposes, only the first half of this year, cars for private purposes or无论以何种方式（ANYWAY），努力使客户享受到满意服务”的3A服务理念，形成了全国电话中心95511、专业理财网站PA18、门店服务中心和业务员直接销售服务系统天、地、人三网合一的CRM服务体系。
CRM的最终目标是维护所有信息客户的需求以使在与客户的每个“黄金接触点”中都能提供个性化和智能化服务。实际上，95511（中国平安电话中心）通过最方便的通信渠道（互联网、电子邮件、SMS,和电话网等）充当着维护客户满意度和忠诚度的重要角色。中国平安电话中心（95511）于2000年7月28日正式运作，至2001年10月实现对寿险全国35家二级机构及其下属机构的寿险服务、电子商务及证券服务，采用全国集中式的呼叫中心在同业中堪称首举。95511向内、外部客户提供热线服务、保险调查、问候电话、数据库整理、数据库采集及针对目标客户的电话销售服务等。
2004年，全年电话服务量1410万，2005年，电话量持续增长，与2004年相比，超出30%。为维护在呼叫中心优秀管理与服务的前沿位置，95511坚信要在合适的时间做合适的事。为保持其市场领先地位，中国平安努力将“促进服务专业化和客户体验管理（CEM）”作为其服务主题，这也成为了和其他商业竞争者关键的区别因素。 问题：（1）结合案例，谈谈中国平安的CRM服务体系。（10分）
（2）结合案例，谈谈客户关系管理基本流程包含的阶段。（10分）
网络经济与企业管理试题参考答案
三、简答题（本大题共6小题，每小题5分，共30分）
36.请简述企业宏观环境的构成。P26-P27 答：企业宏观环境的构成包括以下几个方面：
（一）人口环境 （二）经济环境 （三）自然环境 （四）技术环境
（五）政治和法律环境 （六）社会文化环境
37.请列举出企业与客户互动的渠道。P57
答：企业与客户互动的渠道：
（1）客户中心
eaders driving a vehicle accident caused by road accidents, 1, 1 people killed and direct economic losses amounting to more than 100,000 yuan. Third, high efficiency and low cost of the bus. Surveys show that, the operating costs of taxis for the 8200/... Is a fundamental priority of the reform, it is a difficult problem that must be solved in the reform process. Clearly, the post consumption averages three years before as a base and fine-tuned on the basis of this single practices must be improved. Improvements to adhere to three principles: first, under the existing policy provisions approved for public servants ' duty consumption standards, calibration, is not contrary to policy. Second, according to the local financial situation and people's sustainability, public servants ' duty consumption standards approved, both financial reach, and people passing through. Third, according to the operational needs of civil servants responsible for authorized public servants ' duty consumption standards, both high and low positions, but also the nature of the work and the workload. In reform of method Shang, approved civil servants positions consumption standard to \d, and small dispersed\e, that most positions consumption project should according to policy provides proposed unified standard, consider to ranks, and units and the work task of differences sex, unified of standard should has elastic of and dynamic of, makes regions, and units in implementation unified standard Shi has must of flexible disposal right; but since set of standard must after financial, and audit, sector audit approved Hou to implementation. (C) reform package. Public servants ' duty consumption elasticity of consumption to limit consumption, turning mess into kitchen after dinner, follow the civil servant with a how to use personal title subsidies, or how to manage a personal duty consumption use of subsidies. Therefore, we must establish and perfect with public servants ' duty consumption monetization reform support of the series of governance systems such as the civil service examination of responsibility, system, low fault investigation system, the report said. While other measures to keep up. Discipline inspection and supervision organs, financial, auditing departments should strengthen supervision and inspection of public servants ' duty consumption monetization reform progress, to strengthen the reform of public servants ' duty consumption monetization system, measures to develop and monitor the implementation of inspection, not consumption as required, even shifting consumer behavior to stop, serious cases to deal with. Three ideas, public servants ' duty consumption monetization reform of politics, the economy and the deepening of the reform, public servants ' duty consumption as somewhere between a reform also demonstrated its importance and urgency. First of all, civil servants especially party and Government leaders and public servants ' duty consumption there are big drawbacks. NPC deputies and CPPCC members and the broad masses are concerned about. Secondly, the════════════════════════════════════════════════════════════════════
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