TS

2010ǯ0103

ǯۤɵ᷿CS߷³Ҳ׸5

ҤǤҤȤĤΰջ֤매ˤ


ˤϡбǰ󥵥륿Ȥǥꥹޥͥȶ Certified Risk
Manager νդǤ



ǯȢ餷襤깭ޤͤ

ҤǤͷ³ϡ餷Ϥ߽Фޤ͡


Ƥơ

Ǥϡ«̤ꡢǯۤ碌Ȼޤ礦



ڼҲ׸

ɵ᷿CS߷³Ҳ׸



줬Ҳ׸Ǥ


ǤϤ褯狼ʤǤ礦顢ºݤˤҤȤİIJ⤷ƻޤ礦



1.ɵ᷿

ɵ᤹뤿ˤϡ


Ȥɤڤ˲Ԥ

ȤɤΨ褯٤뤫


ɵ᤹ɬפޤ


ȴ򤷤ƤǤΨɤȤǤϤޤ

⤤ʼݻǡ⤷ʼ򤵤˸夵ʤ顢Ψ夲ƤɬפΤǤ

ʤʤ顢ΨɤʤФʤۤɡƱȤ˳ݤ֤ûʤޤΤǡ¾λ򤹤֤ޤ뤫Ǥ

ơ߽Ф줿֤ˤäơʼ夵ǽˤʤޤƱʼΤΤä¿󶡤ǽˤʤäƤΤǤ

äơ ڤΤ褯Ԥ ջϰǤϤʤ ʼݻ⤷ϸ夵ʤ դȤβˤƤϡɵ᤹٤Ȥʤޤ



2.CS

Customer satisfactionܵ­٤ȤСưץǥ塼ʿŵͤΡشưTM٤Ǥ͡

­㴶ư㴶㴶


ͤԤʾβͤ򴶤Ƥˡ
ͤˡ­ɤƤޤ

ͤԤ⡢ä餷ͤ򴶤Ƥˡ
ͤˡȴưɤƤޤ

ͤ⤷ʤۤɤ餷ͤ򴶤Ƥˡ
ͤˡȴɤƤޤ

ͤ⤷ʤۤɤ餷ͤ򴶤³Ƥˡ
ͤˡȴաɤƤޤ


ͤˡ­ɤƤˡξʤ䥵ӥΥԡˤʤäƤޤ

ͤˡȴưɤƤˡξʤ䥵ӥΥץ饹Υߤ򤷤Ƥޤ

ͤˡȴɤƤˡȿΥץ饹Υߤ򤷤Ƥޤ

ͤˡȴաɤƤˡȿΥեˤʤäƤޤ



Ȥ­١ɤˤȥߡɤˤ ޥʥ­ դ ޥʥΥ դޤ


ա䴶䴶ư­̵ؿ̵



­ɤβˤϡȤɤǤʤɤȤ̵ؿɤʾ֤ޤ

̵ؿɤβˤϡɤޤ

ɤΤˤϡ̵ɤޤ


̵ؿɤʾ֤Ǥϡʤ¤Ǿʤ䥵ӥäʤäꤹ٤ǡä᡼ϰռƤޤ

ɤʾ֤Ǥϡͤʤ䥵ӥ˴ԤͤäƤʬˤĤơޥʥΥߤȯޤ

ͤΡɤ᥯졼زݥȤΤŦ٤Фơ˼ߤʤͤʤ֤³ȡͤΡɤȿΥޥʥΥߤȯޤ

ͤΡɤ᥯졼زݥȤΤŦ٤ȿϤʤ狼ȡͤϤȿ̵ɤ褦ˤʤޤ

դʤФʤʤΤϡ̵ռʾ֤Ρ̵ؿɤȰռ򤷤Ƥ̵ɤξ֤ϰۤʤȤǤ

̵ɤƤ֤ǤϡȿФ礭ʥޥʥδäƤơ̵ؿɤʾ֤Ǥϡä˥ץ饹δޥʥδäƤޤ



3.³

ɵ᷿CS߷³Ҳ׸

ڤΤ褯Ԥ Ϥ򤷤ƤС¿Τͤˡ ­ư㡦 դƤޤ

ڤΤ褯Ԥ Ϥ򤷤ƤСäȡ ­ư㡦 դƤͤ¤֤ޤޤ


ơ³³ϡͤδԤ˱³Ȥʤꡢ̤ȤơʱٿͿǡˤ¿ΤͤФƹ׸ƤȤʤޤ

ͤ˴ԤƤƤˤⷸ餺ͤ˲ͤ󶡤³ʤСͤФƹ׸ʤäȤȤʤޤ



ȿ餳󶡤ͤ¤Ҳ󶡤³

줬μҲ׸Ǥ



;פ٤⤬뤫顢Ҳ׸˻ȤפäȤϡͤ;פˤ򤤤Ƥʤޤ͡

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ǤŪ˼Ҳ׸ư򤷤ƤȤϡͤפ򡢤ۤȤɤξܶȤȤ̤μҲ׸ư˻ȤäƤ褦Ǥ


ȿ餳󶡤ͤ¤Ҳ󶡤³ȿμҲŪ¸߲ͤ򼨤ҲŪǤȤľ뤹롢Ҳ׸ưǤ礦



դ˸ȡ

ڤΤ褯Ԥ աߡɡ߷³ ҲפͿƤ

Ȥˤʤޤ


ڤΤ褯Ԥ աߡɤˤĤʤ԰٤ȤС

ȵ

Ǥ͡




Ҳ׸٤礭뤫

Ҳ׸٤򾮤뤫

˴ؤ Ψ



ץ饹ˤ뤫

ޥʥˤ뤫

˴ؤ ܵ­


ơ ³





ڼҲ׸

ɵ᷿CS߷³Ҳ׸



2010ǯηбĻɸȤơѤйǤ




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