11. Customer Satisfaction 9Customer decide the fate of an enterprise
Because customer have needs,
we have work.
Customer have the right to choose,
so we have to become their best choice.
Customer are people, people are
individualistic. There fore, we need to have
great flexibility.
Customer have great expectation!
We have to exceed their expectations.
Customer Satisfaction is NOT a slogan,
it is the MISSION of the entire staff.
Only with customer can the enterprise survive.
12. Customer’s Demand 10Speed
Convenience
Good Price
Selection
Green Product
Healthy Product
例: Chinese Medicine →
Health Food.
(中藥不是藥)
14. 12Low Cost Operation Overall Low Cost:
a. Design : Standardization & Simplification
b. MFG : Modular
c. Sales : No Inventory
Partner Concept
a. Out-Sourcing
b. Strategic Alliance
High-Tech Industry:
25% cost down rate per year
Efficient Turn Around Time:TSMC
Effective Infrastructure
a. Key Component (within 1 hr)
b. Manufacture Cost & Labor Availability
c. Global Logistic Support
21. 19Innovation (1) – Technology (a) MICROTEK : Image Scanner
Mainframe vs PC
(b) SST : Flash Memory
5V vs 3.3V
No Competitor !!
22. 20Innovation (2)—User FriendlyNokia : Principal 0,1,2,3
0 : No Manual Needed
1 : Button
2 : Seconds response time
3 : No more than 3 clicks to
get where you want
23. 21Core Competence ~ a Unique product or service that
can NOT be easily imitated is the
best weapon for any future
competition ~
1. Providing Customers distinctive Values
– that others can NOT provide
2. Value perceived by the customer is
the real core competence
3. Whenever it brings you competitive
advantage
24. 22逆向思考.掌握機遇1. 建立正確的動機
a. 願意打拼奮鬥,為實現自己的夢想而努力
b. 賺錢不是我們人生的終極目標
但是金錢卻是實現夢想的工具
2. 掌握學習及成長的機會
3. 逆向思考,擇善固執
a.成功是屬於少數人的
b. “人云亦云”,未必是理
c. 憤世嫉俗,於事無補
(上班被老闆罵、下班罵老闆)
例:Intel / Andy Grove
“Only Paranoid Survives”
“唯偏執狂者得倖存” or “十倍數時代”
25. 234. 投身成功者的養成環境
a. 網絡學習
b. 正向回饋 – 驗證所學,是否正確
5. 用“金錢”創造“時間”
勿以“時間”交換“金錢”
a. 時間、青春是有限的;金錢、理想是無限的
b. 以“有限”追逐“無限”,怎可滿足?
c. 成功者懂得投資
以金錢為資源,複製自己成功的模式
(Self Rolling)
創造出無限的時間,產生巨大的成功逆向思考.掌握機遇
32. 30Leader1. 上君盡人之智
( Wise leader uses a Person’s
Intelligence )
2. 中君盡人之力
( Average Leader uses a person’s
Labor )
3. 下君盡己之能
( bad leader does things himself )
35. 33LeadershipVision
Priority
Pro-Active
Win-Win
Effective Communication
Team Building – Synergize
36. 34“利他” 胸懷 策略夥伴
顧客
內部員工
~ 利益‧需求‧信賴 ~
37. 351. Knowledge (知識 or 能力)
(a)豐富的專業知識
(b)才能,經營的天賦
(c)成功的基石
2. Skill (技能)
“良好的技能”:如溝通能力、領導力,
人際關係能力,及表達能力等
3. Attitude (態度 or 熱情 or 思維方式)
(a)自信、積極、熱忱的“工作態度”
(b)負分:不滿,嫉妒,憤怒,仇恨
正分:開朗,助人,善良,誠實成功三條件:ASK
~卡內基訓練
38. 36A P a s s i o n for Success
(熱誠追求成功)Kyocera 的企業哲學~稻盛和夫
Kyocera 社長~1. Profit : 利潤
2. Ambition : 企圖心
3. Sincerity : 熱誠
4. Strength : 強勢
5. Innovation : 創新
6. Optimism : 樂觀
7. Never Give up: 永不放棄
39. Modern Skill and Technology1. English (60 days)
www.EnglishFree.com
2. CEO’s eLearning
www.CEO21.org
3. Carnegie Dale Training
www.DaleCarnegie.com37
40. 38重 要 資 訊1.全球華人競爭力基金會/總裁學苑
石滋宜博士
Home Page : http:// china.ceolearning.org (簡體版)
E-Mail:0001@gccf.org
北京聯絡:谷虹 / Tel:010- 84992751.
2.卡內基訓練
黑幼龍先生
E-Mail:john_hei@carnegie.com.tw
Home Page : http://www.carnegie.com.tw
北京:趙卜成先生
E-Mail:david_chao@dale-carnegie.com
Home Page:http://www.dale-carnegie-beijing.com
3.南開國際管理論壇
天津聯絡:姜彥寧 (022)2350-0466
Home Page:www.nkforum.nankai.edu.cn
4.電子資訊時報
北京聯絡電話:(010)8429-1326
Home Page:www.digitimes.com.tw
5.曾憲章博士 @北京,亞運村
E-Mail:tsengabc@public.bta.net.cn
(M):1380-138-8022