RU22253U1 - FACILITY "FACE TO THE CLIENT" FOR TRAINING PERSONNEL WORK WITH CLIENTS IN ORGANIZATIONS PROVIDING SERVICES TO LEGAL AND INDIVIDUALS - Google Patents

Description

ALLOWANCE “FACE TO KLIEIT

FOR TRAINING STAFF WITH CLIENTS

IN ORGANIZATIONS PROVIDING SERVICES

LEGAL AND INDIVIDUALS

The utility model relates to the field of information technology related to the systematization and optimization of the learning process, namely to the design of regulatory and technical documents governing work with clients, and can be used to solve a variety of production problems in the provision of services.

A well-known printed medium of educational information (in the framework of the method of forming educational informational communication and device for its implementation) with normative educational material, part of which is highlighted by printing means, and question-answer educational material made in the form of a card with the application of a question-answer element, for example on both sides of the card, while both types of educational material have element-by-address address binding Application for invention No. 98114633/28 RU dated 07.20.1998, G 09 1/00, 3/00, published on 04/20/2000.

This device is intended primarily for the organization of the educational process in an educational institution and cannot be used to solve production problems.

A device is known that includes elements of a training manual, made on paper, bound in a book, and containing a name, approval mark and text information grouped in blocks according to thematic sections, for example, on the form of transaction and other. Civil Code of the Russian Federation, part 1. - M .: DE JURE, 1994. The advantage of the device is its implementation in the form of a compact book.

The disadvantage of this device is that it lacks visibility. It is a refined document, the information blocks of which state the content of various legislative norms, including those regulating work with clients in solving various production problems in the provision of services. A large number of sheets in the device makes it available for use only to a limited circle of people, mainly with legal knowledge.

1PC G 09 in 1/00

complementary sheets contain information blocks commenting on the content of relevant textual information of the main information blocks Commentary on the Civil Code of the Russian Federation, part one and part two (itemized), in two books / Team leader and executive editor, Doctor of Law, prof. HE. Sadikov. M .: Law firm CONTRACT; RSHFRA-M, 1998. The circle of users of this device, despite the large physical volume, also includes non-specialists in the field of jurisprudence.

A compact device is also known, including features of the first of the two devices mentioned above. Blocks of information on the sheets of the device are presented in the form of diagrams Civil Code of the Russian Federation in the diagrams / Executive Editor Ph.D. T.M. Medvedev. - M.: Gorodets - Formula of Law Publishing Group, 1999. The visibility of the device makes it convenient for use in the educational process.

The disadvantage of these devices is their complexity and bulkiness. The information blocks contain redundant information for specialists in a narrow field of production activity, and the necessary information is scattered on different sheets, which makes using the device at the workplace difficult.

The closest claimed technical solution in terms of the essential features is the electronic version of the reference legal system “Guarantor on a CD-ROM, containing elements of a training manual for training personnel to work with clients in organizations that provide services to the population and including textual and digital blocks grouped on a medium according to thematic sections and graphic information, while the elements of the manual contain a name and a note about utilization; - approval The reference legal system “Guarantor on CD-ROM. , Vorobyovy Gory, Moscow State University, “Guarantor, 1990-2001 (the electronic version is an element of a reference legal system for storing and searching data, systems for searching for documents according to the situation and systems for searching for versions of a document. Description of the utility model to the certificate of the Russian Federation No. 10901, IPC6 G 06 F 17/60, 7/06, publ. 16.08.99 bul. . No. 8). The undoubted advantages of the device include its compactness and the form of visualization of information blocks, when you can get versatile information in the form of text, commentary on it, diagrams, music fragment, etc.

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since this device requires special technical means for operation. Unfortunately, such tools are not available at every workplace. In addition, the ability to work with this device requires special skills and knowledge, usually legal or economic. Often, service workers do not need such qualifications.

The problem solved by the utility model is to expand the arsenal of training aids for training personnel to work with clients in organizations that provide services to legal entities and individuals.

The technical result will be an expansion of the arsenal of teaching aids and their functional capabilities, including due to the simplicity of design and use technology, as well as providing the possibility of combining elements of several functionally independent manuals in one manual, each of which is designed for a different level of perception of the same information . In addition, the visibility of the document will increase, the degree of its impact on the person will increase, the quality of personnel training to solve production problems in the field of providing various services to organizations and the population, carried out on a scale, for example, of a joint-stock company with an extensive network of branches, will improve.

To solve the problem in a known device that contains elements of a training manual for training personnel to work with clients in organizations that provide services to legal entities and individuals, and includes a medium with text and digital information, grouped into blocks by thematic sections, and containing a name and a mark on According to the statement, the information carrier is made of paper and contains the title page and subsequent sheets equipped with a device for fastening them into a brochure, at least one block of text and / or and digital information of at least one page of one sheet is duplicated by a circuit and / or pattern and / or photograph located on this, or at least on an adjacent sheet.

Besides:

-each sheet is equipped with a series of holes located along one of its edges, while the walls of the holes interact with a bonding device made in the form of a curved plastic or metal profile;

- the fastening device is made in the form of an adhesive layer interacting with one of the edges of each sheet;

- blocks of textual and / or digital information include information on legal entities and / or individuals.

The utility model is illustrated by the drawing, which shows the general view of the manual “Facing a client to train personnel in working with clients in organizations providing services to legal entities and individuals - axonometric projection in folded and open form.

The manual “Facing a client for training personnel in working with clients in organizations providing services to legal entities and individuals includes paper 1 with text and digital information, grouped in blocks 2 by thematic sections, and contains title 3 and approval mark 4, while paper carrier 1 contains a title page 5 and subsequent 6, 7 and 8 sheets (pages) equipped with a device 9 for fastening them into a brochure, and at least one block 2 of text and / or digital information of at least one page of one l hundred 6, 7 or 8 duplicated circuit 10 and / or pattern, and / or photograph (are not shown) located on the same sheet or on the facing page of the sheet, or on an adjacent sheet, if only one side of the sheet.

The brochure is a set of sheets 5-8, each of which is equipped with a number of holes 11 located along one of the edges, while the walls of the holes 11 interact with the fastening device 9, made in the form of a curved plastic or metal profile, for example, a metal spring 12 for binding or a plastic spring (not shown in the drawing), etc. In addition, the brochure may be a set of sheets 5-8, each edge of which interacts with the bonding device 9, made in the form of adhesives th layer (not shown conventionally). Sheets 5-8 of the brochure are made of high-quality paper, which has increased wear resistance to mechanical abrasion. If necessary, the manual is provided with covers, for example, transparent polyethylene, while blocks 2 of text and / or digital information, which can also be performed on independent additional sheets, including those pasted on the main sheets (conditionally not divided), include information on legal and / or individuals.

The prior art does not know a tool for training personnel to work with clients in organizations that provide services to legal entities and individuals, which is made in the form of a brochure that combines two (or even more) independent manuals with analogue4 // / J69 under one cover

the content, but in a different form of presentation of information (text and diagram, and / or photograph, and / or table, etc.). Additional pages of the manual, due to the presence of duplicate information on them, implement an additional function - they increase the visibility of the document, increase the degree of its impact on the person, and improve the quality of personnel training to solve production problems in the field of various services. And although the structural elements of the manual “You can face the client in popular magazines, or in special literature, where, for example, pages with text describing the procedure for performing a surgical operation are duplicated by photographs of its stages, specialized manuals are similar to those declared in organizations providing legal and physical services persons previously not used due to lack thereof.

We will illustrate the use of the utility model by the example of a manual (program document) developed by Tulatelecom OJSC (see drawing).

To maximize the satisfaction of customer requests and needs for communication services, in the transition from natural monopolies to work in free competition, a manual has been developed, including title 3 - “Facing the client. The brochure is a set of sheets 5-8, each of which is equipped with a series of round holes 11, the walls of which interact with a metal (or plastic) spring 12. The title 3 of the manual stands out against the general background of title page 5 in font size, which immediately attracts attention and makes you feel the significance of the document. Title page 5 of the manual contains a mark 4 on approval and an indication of the place of development and date. The following sheets (pages) 6-8 include various headings made in the form of the inscriptions “goal,“ motto, “tasks,“ interaction scheme, “action plan and“ content. The slogan “The customer is always right, made in the form of a more modestly designed inscription located in accordance with ergonomic requirements - in a strictly defined place that corresponds to the targeted orientation of the pro-gram: employees, customers, regulatory authorities, etc., is highlighted on sheets 6-8 of the document: for example, at the bottom of the sheet. Block 2 of textual information in the section of the manual “The customer interaction diagram is duplicated by the diagram 10 located nearby on the same page 7. Also, if necessary, other sections of the document can also be duplicated, for example, the description of the rules for performing certain operations can be duplicated by photographs pasted on a separate sheet, or in drawings, etc. This solution allows you to take into account most of the features of the perception of information by different people with their individual thinking.

It should be noted that the headings of the manual may have explanatory inscriptions, for example, the section “The action plan may have an explanation” on improving work with the population and organizations, etc. Due to the large volume of information analyzed and presented, the action plan is summarized in a table and textual explanations for it, which can be presented both as a single sheet and, in addition, sheets (pages) for continuation. The columns of the table, taking into account the specifics of communication services, include full or abbreviated inscriptions “number in order,“ name of the event, “venue,“ deadline, “responsible executor, and“ costs, although it is possible that the list of columns can be expanded to the required quantities, for example, column “performance mark. Each activity of the manual can be detailed, for example, to simple assignments to responsible executors. On this account in the table there may be an indication to a specific person or structural unit, etc. With such a constructive decision to present information, clarity is maintained, which is very important when monitoring the implementation of the program requirements of the manual.

It should also be noted that the manual can be supplemented with new information blocks necessary for solving specific production problems, for example, “requirements for managers,“ manager’s duties, “manager’s authority, etc. Other information blocks may be omitted as unnecessary.

Obviously, the focus of the allowance on individuals or legal entities leaves an imprint on its constructive implementation. For example, a document aimed at legal entities should to a greater extent carry an advertising function - for the involvement of new customers it must be shown to them. To do this, the manual is performed with transparent covers on high-quality paper, as a rule, with increased wear resistance to mechanical abrasion, and a beautiful font and clear lines are used for decoration. On the contrary, the manual aimed at individuals is intended mainly for teaching behavior to people of employees of an organization that provides communication services. It is a working document, which should be individual for each telecom operator and include, including its own notes in the fields, in the text, etc. To increase its compactness, it should be printed with two

sides of the sheet. As the paper wears out, the old document is replaced with a new one. This solution allows you to clearly define and detail the area of responsibility of the contractor, and newcomers, in addition, focuses on famotny and quality customer service. Regardless of the orientation of the benefit to legal entities or individuals, it to a greater or lesser extent carries in itself both advertising and educational functions.

The procedure for working with the manual.

The allowance “Face to the client lies at the workplace of each telecom operator. If necessary, the brochure is picked up and opened on the right page containing the necessary production information. The metal (or plastic) bookbinding spring 12, which interacts with the holes 11 of sheets 5-8, does not allow the latter to fly apart and, at the same time, provides the ability to remain open on the desired page for any length of time. In this case, users will often go to those pages on which information is presented in a form convenient for them to understand. Of course, this does not apply to the pages on which publicly available, reference and standard information is presented, although it is possible that information about the location of the organization can be duplicated by a photograph of the building, where this organization is located or information about the person in charge can be duplicated by his photograph, etc. .d. Such constructive implementation of the manual helps to improve the quality of work of employees, as well as to reduce the period of adaptation of newly hired specialists and their early professional growth.

There are also other options for the constructive implementation of the utility model, for example, a large circulation of manuals “It’s more economically feasible for a client to make a bonding device made in the form of an adhesive layer interacting with one of the edges of each sheet (not shown conditionally) or a stitched notebook, etc. d.

The use of the utility model, first of all, expands the arsenal of training aids for training personnel to work with clients in organizations that provide services to legal entities and individuals, and also increases their visibility, increases the degree of impact on the person and, as a result, improves the quality of staff training. solving production problems in the field of various services to organizations and the public.

Claims (5)

1. A manual for training personnel in working with clients in organizations providing services to legal entities and individuals, including a medium with text and digital information grouped into blocks by thematic sections, and containing a name and approval mark, characterized in that the information medium is made of paper and contains a title page and subsequent sheets equipped with a device for fastening them into a brochure, at least one block of text and / or digital information of at least one page of one fox This is duplicated by the circuit and / or pattern and / or photograph located on this or at least on the adjacent sheet.  2. The manual according to claim 1, characterized in that each sheet is equipped with a number of holes located along one of its edges, while the walls of the holes interact with a bonding device made in the form of a curved plastic or metal profile.  3. The manual according to claim 1, characterized in that the bonding device is made in the form of an adhesive layer interacting with one of the edges of each sheet.  4. The manual according to any one of claims 1 to 3, characterized in that the paper carrier is made with increased wear resistance to mechanical abrasion. 5. A manual according to any one of claims 1 to 4, characterized in that the blocks of text and / or digital information include information on legal entities and / or individuals.