精品文档---下载后可任意编辑SWOT 分析模型.......................................................................3SCOR 模型...........................................................................7SFO 模型...........................................................................14SCP 分析模型(Structure-Conduct-Performance Model，结构-行为-绩效模型)..............16安索夫矩阵.........................................................................19三维商业定义（Three Dimensional Business Definition）..............................20ADL 矩阵...........................................................................22安迪·格鲁夫的六力分析模型.........................................................24标杆分析...........................................................................25SERVQUAL 模型......................................................................28鱼骨图(Cause & Effect/Fishbone Diagram)............................................30头脑风暴法.........................................................................32PDCA 循环..........................................................................36帕累托法则(Pareto Principle,80/20 法则)............................................39SMART 原则.........................................................................41ABC 分类法(Activity Based Classification)..........................................42KPI(Key Performance Indicator,关键绩效指标)........................................46波特钻石理论模型（Michael Porter diamond Model）...................................57波特竞争战略轮盘模型...............................................................59定向政策矩阵(Directional Policy Matrix，指导性政策矩阵，简称 DPM 或 DP 矩阵).........60二元核心模式（dual-core approach）.................................................63服务金三角(Service Triangle).......................................................64福克纳和鲍曼的顾客矩阵..............................................
