10 / 10 1 / Peter Drucker authority power

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1 100+1 WTO !

2 10 / 10 1 / Peter Drucker authority power

3 2 / Michael E. Porter : ; ; ; ; 80 3 / Gary Hamel Strategos 1990 C. K. Prahalad

4 WTO 4 / Clayton Christensen / Tom Peters

5 6 / Henry Minzberg 10 7 / James C.Collins.I CEO

6 8 / 1993 Michael Hammer James Champy (Business Process Reengineering BPR) BPR BPR 1 BPR BPR 2 BPR 3 BPR 9 / MBA Philip Kotler / John P. Kotter 1 2 A. B. C. D. E. F.

7 G. H. 8

8 10 / / GE 12 /

9 / CS customer satisfaction CS CS CS CS

10 14 / CEO GE GE / CEO Internet Internet

11 16 / PDCA CRM 17 /

12 6 7 8 ; 9 ; / MBA ( ) 1 ; 2 ; 3 ; 4 19 / ( ) 1 2 3

13 20 80/20 80/20 (the 80/20 principle) 20% 80% 80% 20% 20% 20% 80/20 80% 20% 20% 80% 80/20 80/20 80/20 80/20

14 8 / 8 21 / : ICM 6 WTO

15 22 / AMA 17 51e-training MBA WTO ( ) 5W1H 5W1H

16 + 23 / CEO 24 /?

17 3 25 / / / ( ) / HDTV 26 /

18 / ( MBA ) 4

20 / /1,000,

21 30 / (PTC ) (Collaborative Product Commerce CPC) 90 CPC C Create Collaborative( ) Control CPC ERP CPC ERP CRM SCM CPC CPC CPC CPC PTC CPC 40 CPC CPC 100 CPC WTO web ERP 31 / )

22 / ( ) 1 2 ( ) IT 6 ( ) 33 / ( )

23 / ( ) ( Competency Model) 35 / ( ) 1

24 = 2 3 WTO 36 / ( ) / ( ) WTO E 1

25 2 E ( ) 3

26 12 / 70% 30% 39 / Sense Feel Think Act Relate Commodities goods services experience communications visual and verbal identity product presence co-branding spatial environments electronic media web sites people

27 40 / Dell Evergreen SOW Share of Wallet SOW 41 / 1 2 3

28 42 / 43 / HOME DEPOT

29 44 / David Ogilvy 2001? 45 / NO.1 1 2

30 / 3 47 /

31 POP 48 / 3 DIY Amway + (Dell) DIY OEM 6 C to P P to P 49 /,,,

32 / ( ) >2

33 8 / 51 / / / 52 / 20 1

34 / 53 / 54 SWOT / SWOT SWOT SWOT SWOT 1 SO 2 WO 3 ST WT

35 4 SWOT SWOT 55 /??????????? VC( ) VC? VC VC

36 56 /, Locator Locator /

37 / / IBM & 10%- 20% 58 / IBM IBM GE

38 10 / 59 / 20 90,,, /

39 ,,,, 61 / 70, 62 / leadership emotional intelligence

40 63 /

41 64 /,. 65 /,.,,,,,. ACCA DFM 1 3,ACCA

42 66 / 67 / IQ EQ 68 MBA / MBA MBA MBA MBA,

43 MBA MBA MBA IT MBA MBA

44 10 / 10 10! 69 / TMA ABCD PDCA % 80% 20% 20% 6 6 8

45 70 / R K Leader

46 71 / HP 72 /,

47 73 (Sir Henri Deterding) / (IQ Intelligence Quotient) (EQ Emotional Quotient) 20% 80% Daniel Goleman /

48 (TP)= (LP)+ (SP)+ (WDP)+ (EP) PDCAR / PDCAR --plan do it check it action again, record PDCAR 500 PLAN DO IT CHECK IT ACTION AGAIN ACTION RECORD

49 PDCAR freshman senior 77 / 5E 78

50 9 / WTO 9 79 / MBO 80 / Cardiff University

51 81 / (HRO Highly Reliable Organizations) HRO HRO / WTO 50 80

52 WTO 83 / CEO internet ( ) 84 /

53 85 / IBM HP EFE IFE 86 /

54 ERP

55 95% 70%

56 14 / / 89 / CRM Gartner Group,CRM CRM

57 CRM CRM CRM 9 CRM CRM CRM CRM CRM CRM CRM CRM CRM CRM CRM 19% CRM CRM CRM CRM CRM 90 /

58 91 / 92 / 1 2

59 93ERP / SAP ERP ERP ERP ERP ERP ERP ERP 94 JIT / JIT(just in time) JIT JIT JIT

60 JIT 95 / 96 / 97 /

61 Internet Web 98 / /

62 Job of quality control 100 / 101 /

( CIP) /. :, ( ) ISBN C CIP ( 2005) : : : : * : : 174 ( A ) : : ( 023) : ( 023)

( CIP) /. :, ( ) ISBN C CIP ( 2005) : : : : * : : 174 ( A ) : : ( 023) : ( 023) ( CIP) /. :, 2005. 2 ( ) ISBN 7-5624-3332-1.......... C93-091 CIP ( 2005) 006357 : : : : * : : 174 ( A ) : 400030 : ( 023) 65102378 65105781 : ( 023) 65103686 65105565 : http: / / www. cqup. com. cn :