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101.06-以客為師-顧客服務-詹翔霖教授.ppt

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1.  瞭瞭瞭瞭瞭瞭瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 4.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 5. 1. 瞭瞭瞭瞭瞭瞭瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 4. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 5. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 6. 瞭瞭瞭瞭瞭瞭瞭瞭 7. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (manufac turing organization) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (service organiza tion) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (manufac turing organization) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (service organiza tion) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭

瞭瞭 (service) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (service) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭 4.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 5.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭 (tangibility) 瞭瞭瞭瞭瞭瞭瞭 (intangibility) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭 (perishability) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭 (tangibility) 瞭瞭瞭瞭瞭瞭瞭 (intangibility) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭 (perishability) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (insepara bility) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (insepara bility) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (variability ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (variability ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭 (productivity) 瞭瞭瞭瞭 ( 瞭瞭瞭瞭 ) 瞭瞭瞭 ( 瞭瞭 瞭瞭瞭瞭瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭瞭瞭瞭 (productivity) 瞭瞭瞭瞭 ( 瞭瞭瞭瞭 ) 瞭瞭瞭 ( 瞭瞭 瞭瞭瞭瞭瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭 ) 瞭瞭瞭瞭 ( 瞭 瞭瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 POP 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 POP 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭 (quality) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (service quality) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (quality) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (service quality) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭 (6) 瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭 (6) 瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭 瞭瞭 (7) 瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭 瞭瞭 (8) 瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭 瞭瞭 (9) 瞭瞭瞭瞭瞭瞭 瞭瞭 (5) 瞭瞭瞭瞭瞭瞭瞭

瞭 2.  瞭瞭瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭 (6) 瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭 (7) 瞭瞭瞭瞭瞭瞭瞭 2. 瞭瞭瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭 (6) 瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭 (7) 瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭 (8) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭 (9) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (5) 瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭 (6) 瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭 (7) 瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭 (8) 瞭瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭 (9) 瞭瞭瞭瞭瞭 瞭瞭 (5) 瞭瞭瞭瞭瞭 (10) 瞭瞭瞭瞭

瞭 4.  瞭瞭瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭 (5) 瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭 (6) 瞭瞭瞭瞭瞭瞭 4. 瞭瞭瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭 (5) 瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭 (6) 瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭 (7) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭 (6) 瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭 (7) 瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭 (8) 瞭瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭 (9) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (5) 瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3)瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 ) 瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (5) 瞭瞭瞭瞭瞭瞭

瞭 2.  瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 2. 瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭 __ 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭 (5) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (6) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (7) 瞭瞭瞭瞭瞭瞭 瞭瞭 (8) 瞭瞭瞭瞭瞭瞭 瞭瞭 (9)瞭瞭 (5) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (6) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (7) 瞭瞭瞭瞭瞭瞭 瞭瞭 (8) 瞭瞭瞭瞭瞭瞭 瞭瞭 (9) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭 5.  瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭 瞭瞭瞭 5. 瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (5) 瞭瞭瞭瞭瞭瞭瞭 瞭 6. 瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭 (customer service) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭 (customer service) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭 (customer satisfaction) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭 ) 瞭瞭瞭瞭 瞭瞭瞭瞭 (customer satisfaction) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭 ) 瞭瞭瞭瞭

瞭瞭瞭瞭 (customer) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭 (customer) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭

瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (5) 瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭 (internal customer) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭 (external customer)瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭 (internal customer) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭 (external customer) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭 ( 瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭 ) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭 ( 瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭 ) 瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭 (customer-driven organization) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 瞭瞭瞭瞭瞭瞭 (customer-driven organization) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 10 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (Wal-Mart) 瞭瞭瞭瞭 10 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 10 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (Wal-Mart) 瞭瞭瞭瞭 10 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭瞭瞭 ) 瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭 (瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭瞭瞭 ) 瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭瞭瞭 ) 瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭瞭瞭 ) 瞭 瞭 4. 瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭瞭瞭 ) 瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭 5.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 6.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭 7.  瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 5. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 6. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭 7. 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 8. 瞭瞭瞭瞭瞭 瞭 9. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 10. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭 ) 瞭

瞭 6.  瞭瞭瞭瞭瞭瞭瞭瞭 瞭 7.  瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭 ) 瞭 瞭 8.瞭 6. 瞭瞭瞭瞭瞭瞭瞭瞭 瞭 7. 瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭 ) 瞭 瞭 8. 瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭 ) 瞭瞭瞭 瞭 9. 瞭瞭瞭瞭瞭瞭瞭瞭瞭 10. 瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 5 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 5 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭瞭 瞭 6. 瞭瞭瞭瞭瞭 瞭 7. 瞭瞭瞭瞭瞭瞭瞭瞭 瞭 8. 瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 6. 瞭瞭瞭瞭瞭瞭瞭瞭 瞭 7. 瞭瞭瞭瞭瞭瞭瞭瞭 瞭 8. 瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 5 -3 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 5 -3 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 2004 瞭 5 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 90 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 2004 瞭 5 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 90 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭 4.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 5.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 6.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 6. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭 ( 瞭 )  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭 ( 瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

( 瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭

( 瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

( 瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭 ) 瞭瞭瞭瞭瞭 ( 瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭 ) 瞭瞭瞭瞭瞭 ( 瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭 ) 瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭瞭 瞭 6. 瞭瞭瞭瞭瞭 ( 瞭瞭 ) 瞭瞭瞭瞭瞭瞭 ( 瞭瞭 瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭瞭瞭 瞭 6. 瞭瞭瞭瞭瞭瞭瞭 瞭 7. 瞭瞭瞭瞭瞭瞭 瞭 8. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭 瞭瞭 (3)瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭瞭瞭

瞭 2.  瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭瞭 瞭瞭 (3)瞭 2. 瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭 瞭瞭 (5) 瞭瞭瞭瞭瞭瞭

瞭 3.  瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 3. 瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (5) 瞭瞭瞭瞭瞭瞭瞭

瞭 4.  瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 4. 瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (5) 瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭 5.  瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭 25. 瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3)瞭 5. 瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭 25. 瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (5) 瞭瞭瞭瞭瞭 瞭瞭 (6) 瞭瞭瞭瞭 瞭瞭 (7) 瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (8) 瞭瞭瞭瞭瞭瞭 瞭瞭 (9) 瞭瞭瞭瞭瞭

瞭瞭 (10) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (11) 瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (12) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (13) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭 (10) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (11) 瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (12) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (13) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (14) 瞭瞭瞭瞭瞭瞭瞭瞭

瞭 6.  瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 7.  瞭瞭瞭瞭瞭瞭瞭瞭 6. 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 7. 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭瞭瞭瞭 瞭 6. 瞭瞭瞭瞭瞭

瞭 7.  瞭瞭瞭瞭瞭瞭瞭 瞭 8.  瞭瞭瞭瞭瞭瞭 瞭 9.  瞭瞭 ( 瞭瞭瞭 7. 瞭瞭瞭瞭瞭瞭瞭 瞭 8. 瞭瞭瞭瞭瞭瞭 瞭 9. 瞭瞭 ( 瞭瞭 ) 瞭瞭瞭○○瞭瞭瞭瞭瞭 10. 瞭瞭瞭瞭 11. 瞭瞭○○瞭瞭瞭瞭瞭瞭瞭瞭瞭 12. 瞭瞭瞭瞭瞭瞭 13. 瞭瞭瞭瞭瞭瞭 ( 瞭瞭 ) 瞭瞭 14. 瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭→瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭→瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭→瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭→瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭→瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭→瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭瞭→瞭瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭→瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭 瞭 6. 瞭瞭瞭瞭 瞭 7. 瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭 8.  瞭瞭瞭瞭瞭 瞭 9.  瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭瞭 ) 瞭瞭瞭瞭  10.瞭 8. 瞭瞭瞭瞭瞭 瞭 9. 瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭瞭 ) 瞭瞭瞭瞭 10. 瞭瞭瞭瞭瞭瞭 11. 瞭瞭瞭瞭瞭瞭瞭 12. 瞭瞭瞭瞭瞭瞭瞭瞭 13. 瞭瞭瞭瞭瞭瞭瞭瞭 14. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 15. 瞭瞭瞭瞭瞭瞭瞭瞭瞭 16. 瞭瞭瞭瞭瞭瞭瞭瞭

  17.  瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭  18.  瞭瞭瞭瞭 ( 17. 瞭瞭瞭瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭瞭瞭 ) 瞭瞭瞭瞭瞭瞭瞭 18. 瞭瞭瞭瞭 ( 瞭瞭瞭瞭瞭瞭瞭瞭 ) 瞭 19. 瞭瞭瞭瞭瞭瞭瞭 20. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 21. 瞭瞭瞭瞭瞭瞭瞭瞭瞭 22. 瞭瞭瞭瞭瞭瞭瞭 23. 瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭 (customer complaint) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭 (customer complaint) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (doing the service Ri ght the first time) 瞭瞭瞭瞭瞭 (doing the service Ve瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (doing the service Ri ght the first time) 瞭瞭瞭瞭瞭 (doing the service Ve ry Right the second time) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 (service recovery) 瞭瞭瞭瞭瞭 (service failure) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 6. 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 7. 瞭瞭瞭瞭瞭瞭瞭瞭 瞭 8. 瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭 瞭瞭 (5) 瞭瞭瞭瞭瞭瞭 瞭瞭 (6) 瞭瞭瞭

瞭 2.  瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3)瞭 2. 瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (5) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (6) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (7) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (8) 瞭瞭瞭瞭瞭 瞭瞭 (9) 瞭瞭瞭瞭瞭瞭 瞭 (10) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭瞭

瞭 3.  瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭 瞭瞭瞭 3. 瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭 瞭瞭 (5) 瞭瞭瞭瞭瞭 瞭瞭 (6) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (7) 瞭瞭瞭瞭瞭瞭 瞭瞭 (8) 瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭 4.  瞭瞭瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭 瞭瞭瞭 4. 瞭瞭瞭瞭瞭瞭 瞭瞭 (1) 瞭瞭瞭瞭瞭瞭 瞭瞭 (2) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (3) 瞭瞭瞭瞭瞭瞭 瞭瞭 (4) 瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (5) 瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭 (6) 瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭 瞭 6. 瞭瞭瞭瞭 瞭 7. 瞭瞭瞭瞭瞭瞭 瞭 8. 瞭瞭瞭瞭

瞭瞭瞭瞭瞭 ( 瞭 ) 瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 4瞭瞭瞭瞭瞭 ( 瞭 ) 瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 4 W 1 H 瞭瞭瞭 Who 瞭 When 瞭 瞭瞭 Where 瞭 What 瞭 How 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

( 瞭 ) 瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭 ) 瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

( 瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭 ( 瞭 ) 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭

瞭 2.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭. . . 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭. . . 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭 3.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭 4.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭 5.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 4 瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭 25 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 70 瞭瞭瞭瞭瞭瞭瞭瞭瞭 95 瞭瞭瞭瞭瞭瞭瞭 5. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 4% 瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭 25 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 70% 瞭瞭瞭瞭瞭瞭瞭瞭瞭 95% 瞭瞭瞭瞭瞭瞭

瞭 6.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭 瞭 6. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭

瞭 7.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 7. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭瞭 瞭 6. 瞭瞭瞭瞭瞭瞭瞭瞭 瞭 7. 瞭. . 瞭瞭瞭瞭瞭瞭 瞭 8. 瞭瞭瞭瞭瞭瞭 瞭 9. 瞭瞭瞭瞭瞭 10. 瞭瞭瞭瞭瞭瞭瞭 11. 瞭瞭瞭瞭瞭瞭瞭瞭

  12.  瞭瞭瞭瞭瞭瞭  13.  瞭瞭瞭瞭瞭瞭瞭瞭  14.  瞭瞭瞭瞭 12. 瞭瞭瞭瞭瞭瞭 13. 瞭瞭瞭瞭瞭瞭瞭瞭 14. 瞭瞭瞭瞭 15. 瞭瞭瞭瞭瞭瞭 16. 瞭瞭瞭瞭瞭瞭瞭瞭 17. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 18. 瞭瞭瞭瞭瞭瞭瞭瞭 19. 瞭瞭瞭瞭瞭瞭○○○瞭瞭瞭瞭瞭 瞭瞭瞭○○○瞭 20. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭 瞭 6. 瞭瞭瞭瞭瞭瞭瞭 瞭 7. 瞭瞭瞭瞭瞭瞭瞭

瞭瞭瞭瞭瞭瞭 瞭 1.  瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2.  瞭瞭瞭瞭瞭瞭瞭 瞭 3.  瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭瞭瞭瞭瞭 瞭 1. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 2. 瞭瞭瞭瞭瞭瞭瞭 瞭 3. 瞭瞭瞭瞭瞭瞭瞭 瞭 4. 瞭瞭瞭瞭瞭瞭 瞭 5. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭 6. 瞭瞭瞭瞭瞭瞭瞭瞭瞭瞭 瞭瞭瞭 瞭 7. 瞭瞭瞭瞭瞭瞭 瞭 8. 瞭瞭瞭瞭瞭瞭瞭瞭瞭