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Chanrs@ms68.hinet.

net 0955-268997
http://mypaper.pchome.com.tw/chanrs












MTP

2001.07-
2001.08-
2002.08-
2003.02-
2007.11-
2008.06-EAPs
2008.11-
2009.09-MBA
2010.01-
2010.07-TTQS
2011.10-
2011.12-EMBA/ EMBA
2012.06--
2015.01--
2015.03--
2015.05--
.Peter F. Drucker




















/ /






(A) /

CS/ TQ /
RE

(B) /

Berry1983


Morgan and Hunt1994







mass customization


CRM : customer relationship
management

11

12


VS VS
VS VS
VS VS

13





5P

*


*

*

*


20%A
A






A
()

B


C
()


80/20


. .
.


. .

.

. .
. .


80/20



CRM80/20

80/2080%20%

20%





RM



CRM


market share
wallet share


CRM

1.
2.
3.








1.
2.

3.

4.

5.


---



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--
1.

Ex1.

2.

Ex1.

3.

Ex1.

conformance to specifications



meeting or exceeding
customers expectations



excellence


LexusMercedes Benz



value
=
-





E




the gap model

5:



4
3


1



2





1.


2.


3


4.



5.


1. 6.
2. 7.
3. 8.
4. 9.
5. 10.

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