Manage Quality Customer Service - Final

7/30/2019 Manage Quality Customer Service - Final

1/12


2/12

Ionoml _|oe`xp A|xkilz Qlzw`alIoz`ono R|ao

Olilnx Lwlnx ?

?

AKNXLNXQ ROML

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . : HL QAZ @ R X @ K N K G X F L KZ MO N @ Q O X@ K N XLEQXZO. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . :

J|q`nlqq Krlzox`knq ................................................................................................................................................................:Xleqxzoq J|q`nlqq \n`xq ................................................................................................................................................:

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . : @H L N X @ G P XF L XOZMLXA\QXKILZA|qxkilzq................................................................................................................................................................................:

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 CLP RLZGKZIONAL@N H @ AO X K Z Q Ikn`xkz`nm CR@ oq o }fkel onh xfzk|mf qxogg rlzgkzional ..................................................................................................1

E`wl Rlzgkzional Ikn`xkz`nm .......................................................................................................................................


3/12


Olilnx Lwlnx ?

:

HLQAZ@ RX@ KN KG XFLKZMON@ QOX@ KN

&xleqxzoekmkjekmxf|ij.drm% :2?:)

Xleqxzo

Xlexzo Akzrkzox`kn Eì`xlh ` o R|jeà Akironp xfox ` zonclh n|ijlz 0 k|x kg xfl xkr :222 akiron`l `nO|xzoeò xoxlh kn @j` ]kzeh o J|`nl zlrkzx`nm `xl &]kzeh% @j`% :2??). Xfl akironp mlnlzoxl xfl iodkz`xp kg `x`nakil gzki xfl Xlelakii|nàox`kn Qlzwàl `n O|xzoeò `nh|xzp. Xlexzo fo lirekplh 10%=02 rlkrel jp D|nl%xflzl lnh kg G`nonaòe Ploz :2??. Q`nal :220 `x a|zzlnx ALK% ` How`h Xfkhlp. &Xlexzo% :2??)

Xfl noil *Xlexzo* ` hlz`wlh gzki xfl }kzh Xlelakii|nàox`kn O|xzoeò. Xfl &XLE) ` gzki Xlelakii|nàox`knonh &QXZO) gzki O|xzoeò. Xfl azlox`kn kg xf` noil }o xzoh`nm |nhlz Xlelaki O|xzoeò* hkilxàoeep |nxè oaknxonx jzonh`nm kg *Xlexzo* }o `nxzkh|alh xfzk|mfk|x xfl lnx`zl kzmonòx`kn `n ?00


4/12


Olilnx Lwlnx ?

1

CLPRLZGKZIONAL@NH@ AOXKZQ

Clp rlzgkzional `nhàoxkz &CR@) ozl }op xk rlz`khàoeep ol xfl rlzgkzional kg kzmonòx`kn% j|`nl|n`x% onh xfl`z hlrozxilnx onh lirekpll. Xflp ilo|zl xfl rzkal xfzk|mf o QIOZX az`xlz`kn jpQrla`gà Iloq|zojel Oaf`lwojel Zlelwonx Xìl.

Ikn`xkz`nm CR@ oq o }fkel onh xfzk|mf qxogg rlzgkzional

Xfl Aoee Alnxzl Oax`w`xp afozx fk} xfl rlzalnxoml kg a|xkilz xfox aoeelh onh ak|nx gkz loaf oax`kn xfox aonkaa|z knal o aoee fo jlln q|l|lh xk o aoee alnxzl. Xf` ` knl gkzi kg ilo|z`nm aoee alnxzl CR@. Rlkrel i|xelozn xk }kzc xkmlxflz% oc gkz fler% xzo`n`nm lxa. onh |nhlzxonh fk} xk zleoxl xk knl onkxflz kxflz}`l xflxloi- k|xr|x }èe jl el xfon `x ak|eh jl.

Xf` Aoee Alnxzl afozx mlnlzoxlh o zlrkzx xfox `nae|hl xox`xà zleox`nm xk knl aoee alnxlz. Xfl afozx zlrkzxrzkw`hl `ngkziox`kn zleoxlh xk fk} aoee ozl fonhelh jp aoee alnxlz knal xflp fowl jlln q|l|lh. Q|aalg|eelohlz aozl gkz onh |rrkzx akeelom|l onh lirekpll. Xzlox`nm rlkrel }`xf zlrlax% hliknxzox`nm `nxlmz`xp%onh fk}`nm liroxfp xzlnmxfln xfl hlwlekrilnx kg xz|x onh akng`hlnal `n xfl }kzcreoal. @n kzhlz xk ioclpk|z xloi}kzc kn xfl`z lx mkoe% rlzgkzional onh illx CR@ pk| i|x hliknxzoxl xfox pk| ozl zleòjel% fknlx%onh xz|x}kzxfp onh xfox pk| }oec pk|z xoec. Xflp nllh xk ll pk|z woe|l `n oax`kn onh xfox pk| fowl xfl`z jlx

`nxlzlx ox flozx. Xflp nllh xk ll xfox pk| woe|l krlnnl onh fknlxp `n kgglz`nm onh zlal`w`nm gllhjoac.G`m|zl : Aoee Alnxlz Afozx

Qk|zal4 &Xlelrfknp% :2??)


5/12


Olilnx Lwlnx ?

8

QLZW@ ALXOZMLXQO xlafnkekmp fo mzk}n% k fo xfl lol jp }fàf `ngkziox`kn aon jl mlnlzoxlh onh rzllnxlh xk ionomlilnxonh xoclfkehlz. Xkhop% lwlzpknl lli aknalznlh ojk|x `ngkziox`kn kwlzekoh%

Gzki ip xfkzk|mf `nwlx`mox`kn kne`nl @ aon zlrkzx xfox lzwàl xozmlx ozl zlrkzxlh q|ozxlzep xk `hlnx`gp

krrkzx|n`x`l gkz ìrzkwlilnx onh k|xe`nl rzkmzl kg oaf`lwlilnx onh ohd|xilnx `g nllhlh ozl oek iohl oxxf` rk`nx. Xfl ikx `ngkziox`wl zlrkzx @ gk|nh kne`nl gzki :2?2:2?: kn Xlexzo ozl4

G`nonaòe Zl|ex gkz Foeg Ploz lnhlh 1? Hlalijlz :2?? Xlexzo Akzrkzox`kn Eì`xlh onh aknxzkeelh lnx`x`l onh Xlexzo Q|xo`nojè`xp Zlrkzx :2??

Xflp oee k|xe`nl xfl zl|ex kg Xlexzo rlzgkzional% mkoe onh xox`xà `n oaf`lw`nm xfl`z a|xkilzlzwàl+rzkh|ax akii`xilnx.

]fln kzmonòx`kn aknxonxep zlw`l} xfl`z lzwàl hle`wlzp% xflp moxflz on lnkzik| oik|nx kg hoxo. Xfl hoxoakeelaxlh ` ìrkzxonx onh az|aòe xk xfl knmk`nm |zw`woe kg xfl kzmonòx`kn onh xflzlgkzl `x i|x jl zlakzhlh%io`nxo`nlh onh jl oaal`jel.

Xfl g`nonaòe zlrkzx G`nonaòe Zl|ex gkz Foeg Ploz lnhlh 1? Hlalijlz :2?? &Eo`zh% Dokn3 IaClafn`l% Nàkel%:2?:) rzllnxlh jp How`h Xfkhlp ALK ' oax`nm AGK Iozc Foee fo jlln r|je`flh onh zlrkzx xfox Xlexzoonnk|nalh `x xzoxlmp aknx`n|l xk hle`wlz g`nonaòe jlnlg`x.

Zlrkzx Qxox`qxàq ' Xozmlxq gkz :2?:

J|`nl zlwln|l zl|ex hà|lh jp xfl H`zlaxkz gzki Xlexzo G`nonaòe zlrkzx foeg ploz lnhlh 1?Hlalijlz :2??&Eo`zh% Dokn3 IaClafn`l% Nàkel 3% :2?:)ozl o gkeek}4

Xkxoe zlwln|l `nazlolh jp ?.?, kz (?17 ièe`kn xk (?:%8?0 ièe`kn Nlx Rzkg`x Ogxlz Xov `nazlolh jp ::.0, kz (:=8 ièe`kn xk (?%876 ièe`kn

@n zleox`kn xk xfl :2?? Q|xo`nojè`xp Zlrkzx &How`l% Ro|e3 I`mknnlo|% Joxl`n% :2??) Xlexzo jle`lwl xfoxikn`xkz`nm% ilo|z`nm onh zlrkzx`nm xfl`z rzkmzl fler xfli xk ìrzkwl kn xfl`z lzwàl rlzgkzional onh e`xxf` `n g`m|zl 1.

G`m|zl 1Xleqxzoq Woe|lq ' Rz`kz`x`lq Gkz :2?:

Qk|zal4&How`lq% Ro|e3 I`mknnlo|% Joqxl`n% :2??)


6/12


Olilnx Lwlnx ?


7/12


Olilnx Lwlnx ?

7

QXZOXLM@ LQXK OHORXA\QXKILZQLZW@ AL

Xfl knep ilo|zl xfox }èe aknnlax o j|`nl }`xf xfl zlelwonal kg xfl }kzc o xogg ilijlz ` rlzgkzi`nm ` xkg`nh k|x `g a|xkilz ozl forrp kz nkx }`xf xfl`z lzwàl. Pk| nllh xk ilo|zl fk} xfl a|xkilz d|hml xflk|xakil kg xfl rzkh|ax kz lzwàl% xfzk|mf o rfknl kz lioè |zwlp ox xfl lnh kg loaf j|`nl hà|`kn.

Xlexzo fowl xf` rzkal `n reoal. Xfl rzkal ` akirelxlh jp oc`nm xfl a|xkilz xk xop kn xfl e`nl }fèl oxxfl lnh kg xfl aoee }fèl pk| xzonglz xfli xfzk|mf xk o q|lx`knlz+ |zwlp ojk|x pk|z rlzgkzional xkhop. Xflzox`nm ` gzki ? &ek}lx) ' < &f`mflx) xfln nlvx xflp }èe jl oc xk rzkw`hl onp gllhjoac.Qxox`xà aon jl xocln wò xfl ekm`n kg xfl akn|exonx rfknl xfox rzkh|al o rlz alnx , kn fk} ionpa|xkilz }lzl xzonglzzlh xk xfl q|lx`knlz +|zwlp.

A|qxkilz Q|zwlp Qox`qgoax`kn Zlq|ex

Xlexzo A|xkilz Q|rrkzx Qlzwàl ` oek eo|naf`nm on `n`xòx`wl xk zlw``x xfl fonhe`nm onh rzkal`nm kga|xkilz zlq|lx gkz rzkirx zleòjel lzwàl onh o`xonal. Gkz xfl rox gl} ploz% Xlexzo fowl rzkoax`wlepjlln ikn`xkz`nm xfl G`zx Aknxoax Zlke|x`kn &GAZ) ilxzà o o Clp Rlzgkzional @nhàoxkz &CR@) kg 62,.

Xf` ` o wkàl kg xfl a|xkilz hz`wln xzoxlmp zlrkzxlh `n o Akzrkzoxl Zlrkn`jè`xp Zlrkzx &@na% :2?:) }l ozlhk`nm o ekx ikzl e`xln`nm. ]l ozl ìrelilnx`nm xkke onh rzkall xfox oeek} | xk aelozep |nhlzxonh onh g`v

io`n rk`nx gkz k|z a|xkilzxoxl How`h Xfkhlp ALK.O }lee o xfl rfknl `nxlzoax`kn a|xkilz fowl }`xf xogg Xlexzo folxoje`flh o nl} kne`nl ronle IpXlexzo Lvrlz`lnal k xfox a|xkilz aon zlm|eozep xlee xfli }fox xflp xf`nc kg xfl`z lvrlz`lnal onh }flzlxflp nllh xk ìrzkwl kn lzwàl.

G`m|zl


8/12


Olilnx Lwlnx ?

=

G`m|zl 7:G

1GAZ Zlq|exq

QK\ZAL4

&Howl% :2?:)

GLLHJOACXK IONOMLILNXKN ILLX@ NM+ LVALLH@ NMCR@Q

]`xf`n o aoee alnxzl% xflzl ozl akiikn j|`nl zkel. Xflzl ` Alnxzl Ionomlz gkz loaf hlrozxilnx% XloiElohlz% onh Omlnx.

Xfl Alnxzl Ionomlz }èe fowl o n|ijlz kg Xloi Elohlz zlrkzx`nm xk xfli. Xflp }èe jl zlrkn`jel gkz xflzlaz|`xilnx% hlwlekrilnx onh akoaf`nm kg xfkl }fk h`zlaxep zlrkzx xk xfli.

Xfl Xloi Elohlz zkel ` xk ln|zl `nh`w`h|oe omlnx ozl rlzgkzi`nm omo`nx xozmlx% zlw`l}`nm xfl`zrlzgkzional onh akoaf`nm+xzo`n`nm xfli xk hk k.

Xfl Xloi Elohlz }èe illx kn o zlm|eoz jo` }`xf xfl Alnxzl Ionomlz xk rzkw`hl gllhjoac onh xk zlal`wl

`nxz|ax`kn kz oax`kn xfox nllh xk xocl reoal. Xfl Xloi Elohlz ` zlrkn`jel gkz cllr`nm xfl`z omlnx `ngkzilhkg }fox ` forrln`nm `n xfl alnxzl onh onpxf`nm xfox iop ogglax xfl omlnx clp xoc kz rlzgkzional xozmlx. @x `mkkh ionomlilnx rzoaxàl xk akn|ex onh zlgelax kn lirekpll onh kxflz ionomlz gkz gllhjoac kn o zlm|eozjo`. Gllhjoac oeek} knl xk mo`n `nr|x gzki kxflz `nae|h`nm% rzo`l% az`xàì onh |mmlx`kn gkzìrzkwlilnx.

Xfl Zlrkzx

Rzkw`h`nm Rlzgkzional gllhjoac xk Ionomlilnx }fln xfl`z xloi fo oaf`lwlh CR@ ` on lvxzokzh`nozpoaakire`filnx. Gllhjoac ` joaclh |r }`xf zlrkzx onh xflp aon `nae|hl4 Hka|ilnxox`kn kg lvrlaxlh zl|ex Qxonhozh kg rlzgkzional Rzkmzl xk}ozh oaf`lw`nm kg zl|ex Fk} }lee xflp }lzl oaf`lwlh

Lvoirel `nhàox`nm oaf`lwlilnxO zlrkzx k|xe`nl xfl rlzgkzional kg xloi onh `nh`w`h|oe xogg ilijlz onh fk} xflp fowl rzkmzllh `nal xfleox iknxfep+q|ozxlzep zlrkzx. @x }èe oek fk} o akiroz`kn kg }flxflz xflp fowl ìrzkwlh kz hzkrrlh `nrlzgkzional onh `g onp xzo`n`nm ` zlq|`zlh xk gèe mor.

1G`m|zl 7 fk}n `n xf` zlrkzx ` ip k}n akeelax`kn kg xox`xàoe zl|ex @ kjxo`nlh }fln }kzc`nm ox Xlexzo `n :2??+:2?:. Xflzl|ex ozl kelep knep gkz xfl r|zrkl kg xf` o`mnilnx. Xfl noil kg xogg ilijlz fowl jlln zlikwlh gkz rz`woap

@nazloql GAZ Qxogg I|qx4

Qlx xfl z`mfx lvrlaxox`kn xk xfl a|xkilz ojk|x xfl aoee &fk}eknm `x xocl xk rzkal xfl kzhlz% cllr xfl a|xkilz `n xflekkr)

Gkeek} xfl akzzlax fkeh rzkalh|zl &lx xfl lvrlaxox`kn knfk} eknm xflp iop nllh xk }o`x)

Xk zlh|al zlrlox aoee }`xf`n = hop jp m`w`nm xfl z`mfxaknxoax n|ijlz xk a|xkilz `.l. gkz onp @X Q|rrkzx kzJ`mrknh lnq|`z`l relol m`wl k|x xfl akzzlax n|ijlz% xfox}op `n }èe nkx ogglax pk|z GAZ.

]fln xzonglzz`nm% m`wl xfl a|xkilz xfl n|ijlz gkz xflhlrozxilnx pk| ozl xzonglzz`nm xfli xk. Lnak|zoml a|xkilzxk aoee xfl n|ijlz rzkw`hlh gkz g|x|zl zlglzlnal kz `n aol% xflaoee hzkr k|x.

Zlilijlz xk oc Aon pk| relol xop kn xfl e`nl xk on}lz: q|lx`kn zlmozh`nm ip a|xkilz lzwàl xkhop;


9/12


Olilnx Lwlnx ?

6

O MORONOEPQ@ QKN A\QXKILZQLZW@ ALILOQ\ZLQ

Xfl gkeek}`nm rlzgkzional zlrkzx`nm akwlz xfl :2?? g`nonaòe ploz gkz Xlexzo Akzrkzox`kn Eì`xlh &Xfkhlp% How`h3Foee% Iozc% :2??). @n :2?:% Xlexzo aknx`n|l xk gka| kn ìre`gp`nm xfl`z j|`nl onh ìrzkw`nm xfl`z rzkall `nkzhlz xk jlxxlz lzwl `x a|xkilz.

Xleqxzoq Rzìozp Mkoeq4

Qlzwl xfl nllh kg `x a|xkilz @irzkw`nm kne`nl lzwàl ' |rrkzx Iocl Xlexzo o mzlox reoal xk }kzc Zlh|al Xlexzo X@K akireo`nx Aknxz`j|xl zlk|zal rlkrel% iknlp% xlafnkekmp% rzkh|ax% onh lzwàl Xk |rrkzx xfl akii|n`x`l Qxzlnmxfln xfl aorojè`xp kg xfl nox`kn xlelakii|nàox`kn `ngzoxz|ax|zl% onh rzkw`h`nm o xzknm gk|nhox`kn

gkz laknkià mzk}xf% rzkh|ax`w`xp ìrzkwlilnx% onh mekjoe akirlx`x`wl ohwonxoml.

G`m|zl = Mor Onoepq`qQlzwàl Mkoeq Oax|oe

Rlzgkzional:2??

Xozmlx oq

kgD|nl:2?:

Mor Onoepq`q Akzzlax`wl Oax`kn

?. A|qxkilzQox`qgoax`kn

7.6, =.?,Q|aalqq

2.1,

E`xln xk a|xkilz% |nhlzxocl o ao|l onoep` }fln`|l oz`l% ' g`v`nm xfl ozlo xfox a|xkilz ozl nkxforrp }`xf `.l. rzà`nm

:. @irzkw`nm kne`nlqlzwàl

::, 1


10/12


Olilnx Lwlnx ?

0

AKNAE\Q@ KN

Xlexzo ` O|xzoeò eloh`nm g|ee lzwàl xlelakii|nàox`kn onh `ngkziox`kn lzwàl akironp. @x kgglz o }`hlzonml kg g`vlh onh ikjèl xlelakii|nàox`kn% onh `ngkziox`kn rzkh|ax onh lzwàl oazk O|xzoeò onhkwlzlo. Xlexzo |l `x k}n nlx}kzc `ngzoxz|ax|zl. @n ohh`x`kn% Xlexzo rzkw`hl }fkeloel lzwàl xk kxflz

xlelakii|nàox`kn zlxoèlz% }fk xfln rzkw`hl lzwàl% `nae|h`nm wkàl% jzkohjonh onh hoxo lzwàl% xk xfl`zk}n lnh |lz a|xkilz.

Kwlz xfl rox ploz Xlexzo fo zlakzhlh o x|znozk|nh `n krlzox`knoe zl|ex% }`xf xzknm a|xkilz mzk}xf.]fèl nkx illx`nm iodkz`xp kg xfl`z xozmlx% xf` ploz :2?: oaf`lwlilnx i|x hliknxzoxl zloe rzkmzlomo`nx xfl`z Qlzwàl Mkoe. Xlexzo xèe fowl `mn`gàonx ìrzkwlilnx xk iocl onh fowl lx xozmlx xk ìrzkwlxfl`z Qlzwàl.@n zlalnx ploz% a|xkilz ox`goax`kn `n O|xzoeòn xlelakii|nàox`kn fo goèlh xk cllr |r }`xf akii|n`xplvrlaxox`kn onh akn|ilz fowl zlrknhlh }`xf `nazlo`nm akireo`nx xk xfl Xlelakii|nàox`kn @nh|xzpKij|hion &X@K).

A|xkilz Qlzwàl ` on llnxòe goaxkz `n io`nxo`n`nm on kzmonòx`kn akirlx`x`wl lhml `n xfl iozclxreoal.Ionp kzmonòx`kn ozl reoa`nm mzloxlz lirfo` kn hlwlekr`nm o a|xkilz lzwàl a|ex|zl onh ioc`nm `x orz`kz`xp. Ox xfl lnh kg xfl hop `x ` xfl rlkrel `n xfl alnxlz }fk ozl xfl zloe `nge|lnal kn a|xkilz nkx xflxlafnkekmp kz xfl rzkall. O akironp aon fowl mzlox rzkh|ax% mzlox lzwàl% mzlox xlafnkekmp onh mzloxrzkall% j|x `x xfl rlkrel xfox jz`nm `x xkmlxflz onh iocl `x forrln.

Xk lxoje`f xfl z`mfx lzwàl q|oe`xp xonhozh ` }fox Xlexzo nllh xk jz`nm `nxk reoal. Xfl gkeek}`nm rk`nx e`xkil xonhozh @ foh nkx akil oazk kz nkx jlln ilnx`knlh jp Xlexzo o knl kg xfl`z gka|l gkz ìrzkwlilnx

Xkr ionomlilnx akii`xilnx xk rzkw`h`nm lzwàl q|oe`xp Qlx% akii|nàoxl% onh zl`ngkzal a|xkilzkz`lnxlh lzwàl xonhozh Lxoje`f afoeelnm`nm onh zloe`xà lzwàl q|oe`xp mkoe Xzo`n ionomlz xk jl lzwàl q|oe`xp elohlz Jl zlalrx`wl xk nl} }op xk hle`wlz lzwàl q|oe`xp Qxonhozh`l zlrlx`x`wl xoc

Xlexzo zlakzhlh o 1 rlz alnx ìrzkwlilnx `n a|xkilz ox`goax`kn `n :2??+:2?:% }`xf o zlh|ax`kn `n X@Kakireo`nx fk}lwlz h`h nkx illx xfl xozmlx onh goèlh jp 7 rlz alnx xflp foh lx k|x xk oaf`lwl.

Xk oxxzoax onh zlxo`n a|xkilz o j|`nl nllh xk zlakmn`l h`gglzlnx a|xkilz }onx h`gglzlnx xf`nm% onh xflpnllh xk rzkw`hl rzkh|ax% ke|x`kn onh lzwàl xk aoxlz xk xf`. Xk h`gglzlnxòxl xflilewl gzki xfl`z akirlx`xkz%o j|`nl }èe jlnlg`x `g xflp aon hliknxzoxl xfox xflp aon rzkw`hl xfl |nhlzxonh`nm onh lvrlz`lnal a|xkilzozl llc`nm.

Kwlzoee% xfl akironp ` o hki`nonx reoplz onh gkz xfl eox g`wl gàoe &g`nonaòe) ploz kg :22= xk :2??% aknx`n|lhxk iocl |r ozk|nh 72, kg xfl }fkel O|xzoeòn akii|nàox`kn lzwàl iozclx. Xfl `mn`gàonxep ìrzkwlhmzk}xf `n a|xkilz zlx|zn`nm xk Xlexzo ` xz`j|xl xk xfl woe|l `n xfl akironp nl} ikjèl reon o }lee o xfl`znlx}kzc q|oe`xp. Xlexzo }èe aknx`n|l xk zkeek|x nl} rzkh|ax gkz oee k|z a|xkilz% gzki `nh`w`h|oe xk Akzrkzoxlonh Mkwlznilnx a|xkilz% xoc`nm `nxk akn`hlzox`kn xfl gllhjoac kg }fox xfl`z a|xkilz fowl xkeh xfli.Xflp ozl akii`xxlh xk |rfkeh`nm xfl elmèoxlh Xlelakii|nàox`kn A|xkilz Qlzwàl M|ozonxllQxonhozh :2?? &*Xfl AQM Qxonhozh*)% o oilnhlh onh `|lh jp xfl O|xzoeòn Akii|nàox`kn onhIlhò O|xfkz`xp &Xfkhlp% How`h3 Foee% Iozc% :2??)

Xfl kjdlax`wl kg xfl A|xkilz Qlzwàl M|ozonxll ` xk ìrkl o i`nì|i elwle kg rlzgkzional kn xlelakii|nàox`knaozz`lz onh lzwàl rzkw`hlz% gkz rla`g`lh lzwàl% k xfox xfl q|oe`xp kg xfox lzwàl fk|eh nkx hlxlz`kzoxl `n onp }op j|x

}èe ìrzkwl `mn`gàonxep onh fk|eh lnojel akn|ilz xk lndkp o zloknojel elwle kg lzwàl. &OAO% ?000)


11/12


Olilnx Lwlnx ?

2

A@ XO X@ KN Q

:2??. Ojk|x Xlexzo Gox Goax :2??. Xlexzo Akzrkzox`kn Eì`xlh. SKne`nlY Xlexzo% :2??. SA`xlh4 D|nl 2=% :2?:.Y

fxxr4++}}}.xlexzo.aki.o|+ojk|xxlexzo+akironpkwlzw`l}+goxgoax+.

OAO. ?000.@nwlx`mox`kn kg Xlexzo rlzgkzional |nhlz xfl AQM Qxonhozh.Ilejk|znl 4 OAO O|xzoeòn Akii|nàox`kn

O|xfkz`xp% ?000. r. 10% A|xkilz Qlzwàl Mozonxll.

fxxr4++}}}.oaio.mkw.o|+}lj}z+akn|ilz[`ngk+r|jeàox`kn+zlw`l}[`nwlx`mox kn+`nhlv+rlzgkzia[`nwlx00.zxg. rm. =.

AQM% A|qxkilz Qlzwàl M|ozonxll. A|xkilz Qlzwàl M|ozonxll &AQM). Ojk|x Xlexzo + A|xkilz Qlzwàl Akii`xilnx.

SKne`nlY Xlexzo @na. SA`xlh4 2= D|nl :2??.Y fxxr4++}}}.xlexzo.aki.o|+ojk|xxlexzo+akii`xilnx+am+`nhlv.fxi.

A|qxkilz Qlzwàl Afozxlz. :2??. A|xkilz Qlzwàl Afozxlz. Ojk|x Xlexzo + A|xkilz Qlzwàl Afozxlz + A|xkilz Qlzwàl

Akii`xilnx. SKne`nlY Xlexzo% Don 2?% :2??. SA`xlh4 D|nl 2=% :2?:.Y

fxxr4++}}}.xlexzo.aki.o|+ojk|xxlexzo+akii`xilnx+am+`nhlv.fxi.

Howl% Qf|af XE. :2??.AKIRE@ONAL IXH. SlioèY Ilejk|znl J|z}kkh 4 Xlexzo J|`nl% Kaxkjlz :8% :2??.

iozòno.r|aoBxloi.xlexzo.aki.

Howl% Qf|af` XE. :2?:.GAZ ZLRKZX &G@ZQX AOEE ZLQKE\X@KN). SlioèY Ilejk|znl J|z}kkh 4 Xlexzo J|`nl%

Don|ozp ?1% :2?:. iozòno.r|aoBxloi.xlexzo.aki.

Howl% Qf|af` XE. :2?:.IXH KRLZOX@KNOE QXOXQ ILOQ\ZLQ. SlioèY Ilejk|znl J|z}kkh 4 Xlexzo J|`nl% 2

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