Professional Documents
Culture Documents
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.
---
9478
23456789223344550955268997
CRM
CRMGG-
9487
@#$%^&@#$%^&@#$%^&
10641
QBQ2004
--
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.