万科地产营销回款业务流程梳理及优化方案2014/09目录业务流程分析的主要方法................................................................................................1营销回款流程的整体概述................................................................................................42.1.范围............................................................................................................................................42.2.目标............................................................................................................................................52.3.总体原则.....................................................................................................................................5营销回款流程现状与优化方案........................................................................................73.1.客户认筹流程..............................................................................................................................73.1.1.流程现状与问题...............................................................................................................73.1.2.客户认筹收款流程............................................................................................................83.1.3.客户认筹退款流程..........................................................................................................113.1.4.客户认筹退款撤销流程..................................................................................................153.2.客户认购流程............................................................................................................................183.2.1.流程现状与问题.............................................................................................................183.2.2.客户认购收款流程..........................................................................................................193.2.3.客户认购退款流程..........................................................................................................213.2.4.诚意金转定金流程..........................................................................................................263.2.5.罚没和退定流程.............................................................................................................283.2.6.工程款抵房款流程..........................................................................................................313.3.客户签约流程............................................................................................................................333.3.1.流程现状与问题.............................................................................................................333.3.2.客户签约流程.................................................................................................................343.4.变更管理流程............................................................................................................................383.4.1.流程现状与问题.............................................................................................................383.4.2.变更管理流程.................................................................................................................403.4.3.换房流程...........................................................................
