(Gordon Feeney) ( R o y a l

Bank Financial Group)

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15

9
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P C P C
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51
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18

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19

3 0 0 0 1 7 . 3
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( Total Quality Management

T Q M )
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26

27

3 M
3 M 1 5

3M

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28

29

30

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31

32

33

34

1 5

35

(Christopher Meyer)

36

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37

,
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( B i l l )
2 : 0 5

38

39

40

41

( )

42

43

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44

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45

46

47

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48

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10

ASAP

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54

55

56

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( Te d ) 1 5

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59

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61

3
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62

63

64

2

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65

66

20

67

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68

(
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69

SURGE

SURGE

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I N N O VAT I O N

70

S U R G E
S U R G E

S U R G E S U R G E

INNOVATION

71

A
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72

73

( G a l l u p )
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87

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(Harris Farinon)

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(1) ( 2 )
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B r o c k t e l

104

105

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1 0 0

107

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(
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110

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(
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112

1000 = 0
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113

114

( M o n s a n t o )

116

(
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117

118

119

(
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120

(Rosabeth Moss Kanter)

121

122

123

124

:
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125

5-1
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126

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5-2

128

5-1

129

( B e t t a m )

130

131

132

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133

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72
6 0 3 1

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136

137

( )

139

70

70
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141

142

( )

143

( )
( )

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144

( )

145

146

I S M / I B M ( C a r e e w a r e )

147

(
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7 0

148

149

(Hyde)( )

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150

(
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(
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151

40

40

152

153

( I n t e r s o l )
12

154

155

70

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156

(National Center on the Educational Quality of the Workforce)

1 0 8
103

157

S A P

158

: !

: SAP(System Available Processing)?

159

7 0
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160

161

10

 11

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- (Anheuser-Busch)
( C E O )

( S e a r s )Anthong RucciC E O

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166

167

168

169

170

171

7-1

172

526

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527
527

7-2

173

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7-3

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176

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7-4

177

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7-5

178

()

CEO

179

180

181

( Ti n a )

183

S C O MLy t e c h

184

SCOM

S C O M

SCOM

185

S C O M

SCOM

SCOM

S C O M

186

187

(
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188

(3)

189

3 M 1 5

75

190

191

192

193

(Arie de Gens)

(Palo Alto)

194

195

(Thomas Stewart)

196

Y 2 k

197

(5 6
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198

Y 2 k

Y2K
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199

200

(
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201

202

203

204

205

70

AT M ( )

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207

208

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209

(
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210

( H a r v a r d ) (Michael Jensen)

PAM(Pain Avoidance Model)

211

(Chris Argyris)

( )

212

(awareness)(invitation)(requirement)
9-1
1

213

(balanced scorecard)

214

(
)

(John Kenneth Galbraith)

215

216

217

( )

(Rank Xerox)

( )

218

9-1

()

219

11

220

221

(Juniper)

222

223

224

225

( S t a n l e t )
!

45

226

227

(7 0~ 8 0 )

228

229

230

231

232

10

2 0

234

10

235

236

10

237

238

10

239

( )

240

10

241

242

10

243

244

10

245

246

10

247

248

10

249

( )

250

10

251

252

10

253

254

10

255

256

10

257

258

10

259

260

10

261

262

11
1 9 9 7

264

11

(
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265

5 000

50 000

(Seinfeld) 50 000

266

11

(Arie de
G e u s )
()

267

268

11

269

270

11

271

272

11

273

274

11

275

276

11

()

277

278

11

279

280

11

281

( C D )

282

11

283

( )

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284

11

285

286

12

()

288

12

289

(Vatican )
2 06 0

290

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291

292

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293

294

12

50

295

296

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297

1.

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298

3.
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12

299

300

12

( )

301

302

12

303

304

12

305

( )

306

12

307

308

12

(
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309

310

12

311

1 3

14

13

( G a l l u p )

A .

316

13

317

318

13

(Lovetta Di Francesco)
(Kellogg)

319

320

13

13-1
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()

6.

7.

67

322

13

()
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323

( )

324

13

325

326

13

(
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(Tylenol)

327

( )
( )

328

13

( )

329

14

(
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= + )

9 0

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3 6 0

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85
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55
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331

27
30~40

3 6 0

332

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1 0

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58

63

( 9 8 ) ( 2 8 )

334

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( )

335

336

14

337

338

14

( )

339

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3 6 0

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( 3 6 0)

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51 0

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3 6 0

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3 6 0
3 6 0

3 6 0

3 6 0
3 6 0

344

14

3 6 0

345

( )

346

14

347

( )

3 6 0

3 6 0

348

14

349

350

14

( )

351

3 6 0

352

14

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353

355

3 6 0

356

357

358

1.

2.

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(
)

4.

5.

359

360

361