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- 1. §¢§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§í §Ó §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú. §±§â§à§è§Ö§ã§ã§ß§í§Û §á§à§Õ§ç§à§Õ §Ü §å§á§â§Ñ§Ó§Ý§Ö§ß§Ú§ð §¥§Ñ§â§î§ñ §£§Ñ§â§Ý§Ñ§Þ§à§Ó§Ñ, §ß§Ö§Ù§Ñ§Ó§Ú§ã§Ú§Þ§í§Û §Ò§Ú§Ù§ß§Ö§ã-§Ü§à§ß§ã§å§Ý§î§ä§Ñ§ß§ä
- 2. §¢§Ú§Ù§ß§Ö§ã-§Ü§à§ß§ã§å§Ý§î§ä§Ñ§ß§ä §£§Ñ§â§Ý§Ñ§Þ§à§Ó§Ñ §¥§Ñ§â§î§ñ §¯§Ö§Ù§Ñ§Ó§Ú§ã§Ú§Þ§í§Û §Ò§Ú§Ù§ß§Ö§ã-§Ü§à§ß§ã§å§Ý§î§ä§Ñ§ß§ä §³§æ§Ö§â§í §Õ§Ö§ñ§ä§Ö§Ý§î§ß§à§ã§ä§Ú §Ú §ã§á§Ö§è§Ú§Ñ§Ý§Ú§Ù§Ñ§è§Ú§ñ: §å§á§â§Ñ§Ó§Ý§Ö§ß§é§Ö§ã§Ü§Ú§Û §Ü§à§ß§ã§Ñ§Ý§ä§Ú§ß§Ô: ? §Þ§à§Õ§Ö§Ý§Ú§â§à§Ó§Ñ§ß§Ú§Ö §Ú §à§á§ä§Ú§Þ§Ú§Ù§Ñ§è§Ú§ñ §Ò§Ú§Ù§ß§Ö§ã- §á§â§à§è§Ö§ã§ã§à§Ó; ? §å§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö §á§â§à§Ö§Ü§ä§Ñ§Þ§Ú; §Ô§à§ã§å§Õ§Ñ§â§ã§ä§Ó§Ö§ß§ß§à§Ö §å§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö: ? §á§â§à§Ô§â§Ñ§Þ§Þ§ß§à-§è§Ö§Ý§Ö§Ó§à§Ö §á§Ý§Ñ§ß§Ú§â§à§Ó§Ñ§ß§Ú§Ö. §±§â§Ö§Õ§í§Õ§å§ë§Ú§Ö §Þ§Ö§ã§ä§Ñ §â§Ñ§Ò§à§ä§í: ? §¥§Ö§á§Ñ§â§ä§Ñ§Þ§Ö§ß§ä §ß§Ñ§å§Ü§Ú, §á§â§à§Þ§í§ê§Ý§Ö§ß§ß§à§Û §á§à§Ý§Ú§ä§Ú§Ü§Ú §Ú §á§â§Ö§Õ§á§â§Ú§ß§Ú§Þ§Ñ§ä§Ö§Ý§î§ã§ä§Ó§Ñ §Ô§à§â§à§Õ§Ñ §®§à§ã§Ü§Ó§í; ? §¬§à§ß§ã§Ñ§Ý§ä§Ú§ß§Ô§à§Ó§Ñ§ñ §Ü§à§Þ§á§Ñ§ß§Ú§ñ ISG-Consulting §°§Ò§â§Ñ§Ù§à§Ó§Ñ§ß§Ú§Ö: §Ô§à§ã§å§Õ§Ñ§â§ã§ä§Ó§Ö§ß§ß§à§Ö §Ú §Þ§å§ß§Ú§è§Ú§á§Ñ§Ý§î§ß§à§Ö §å§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö, 2009; §å§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö §á§â§à§Ö§Ü§ä§Ñ§Þ§Ú, 2011. §®§Ñ§Ô§Ú§ã§ä§â §Þ§Ö§ß§Ö§Õ§Ø§Þ§Ö§ß§ä§Ñ, §¯§ª§µ §£§º§¿.
- 3. §°§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§ñ §Ü§Ñ§Ü §é§×§â§ß§í§Û §ñ§ë§Ú§Ü §°§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§ñ §²§Ö§ã§å§â§ã§í §²§Ö§Ù§å§Ý§î§ä§Ñ§ä§í §£§·§°§¥§½ §£§½§·§°§¥§½ §¦§ã§Ý§Ú §å§ã§ä§â§à§Û§ã§ä§Ó§à §ã§Ú§ã§ä§Ö§Þ§í §ß§Ö§Ú§Ù§Ó§Ö§ã§ä§ß§à, §Õ§Ý§ñ §Ö§Ö §à§á§Ú§ã§Ñ§ß§Ú§ñ §Ú§ã§á§à§Ý§î§Ù§å§Ö§ä§ã§ñ §Þ§Ö§ä§à§Õ ?§é§×§â§ß§à§Ô§à §ñ§ë§Ú§Ü§Ñ?. §°§á§Ú§ã§Ñ§ß§Ú§Ö §ã§Ú§ã§ä§Ö§Þ§í §Ó §ï§ä§à§Þ §ã§Ý§å§é§Ñ§Ö ¨C §ï§ä§à §à§á§Ú§ã§Ñ§ß§Ú§Ö §Ö§Ö §æ§å§ß§Ü§è§Ú§Û.
- 4. §¢§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§í §Ó §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú §°§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§ñ §²§Ö§ã§å§â§ã§í §²§Ö§Ù§å§Ý§î§ä§Ñ§ä§í §£§·§°§¥§½ §£§½§·§°§¥§½ §¢§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã ¡ª §å§ã§ä§à§Û§é§Ú§Ó§Ñ§ñ §è§Ö§Ý§Ö§ß§Ñ§á§â§Ñ§Ó§Ý§Ö§ß§ß§Ñ§ñ §ã§à§Ó§à§Ü§å§á§ß§à§ã§ä§î §Ó§Ù§Ñ§Ú§Þ§à§ã§Ó§ñ§Ù§Ñ§ß§ß§í§ç §Ó§Ú§Õ§à§Ó §Õ§Ö§ñ§ä§Ö§Ý§î§ß§à§ã§ä§Ú, §Ü§à§ä§à§â§Ñ§ñ §á§à §à§á§â§Ö§Õ§Ö§Ý§Ö§ß§ß§à§Û §ä§Ö§ç§ß§à§Ý§à§Ô§Ú§Ú §á§â§Ö§à§Ò§â§Ñ§Ù§å§Ö§ä §Ó§ç§à§Õ§í §Ó §Ó§í§ç§à§Õ§í, §á§â§Ö§Õ§ã§ä§Ñ§Ó§Ý§ñ§ð§ë§Ú§Ö §è§Ö§ß§ß§à§ã§ä§î §Õ§Ý§ñ §á§à§ä§â§Ö§Ò§Ú§ä§Ö§Ý§ñ.
- 5. §¸§Ö§á§à§é§Ü§Ñ §ã§à§Ù§Õ§Ñ§ß§Ú§ñ §è§Ö§ß§ß§à§ã§ä§Ú (Value adding chain) §¥§Ú§Ñ§Ô§â§Ñ§Þ§Þ§Ñ §è§Ö§á§à§é§Ü§Ú §á§â§à§è§Ö§ã§ã§Ñ (§Ô§â§å§á§á§í §á§â§à§è§Ö§ã§ã§à§Ó), §Õ§à§Ò§Ñ§Ó§Ý§ñ§ð§ë§Ö§Ô§à §ã§ä§à§Ú§Þ§à§ã§ä§î, §Ú§ã§á§à§Ý§î§Ù§å§Ö§ä§ã§ñ §á§â§Ú §à§á§Ú§ã§Ñ§ß§Ú§Ú §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú §ß§Ñ §Ó§Ö§â§ç§ß§Ö§Þ §å§â§à§Ó§ß§Ö. §©§Ñ§Ü§Ý§ð§é§Ú§ä§î §Õ§à§Ô§à§Ó§à§â §±§à§Õ§Ô§à§ä§à§Ó§Ú§ä§î §á§â§à§Ö§Ü§ä §©§Ñ§Ü§å§á§Ú§ä§î §ã§í§â§î§Ö §ª§Ù§Ô§à§ä§à§Ó§Ú§ä§î §á§â§à§Õ§å§Ü§è§Ú§ð §°§ä§Ô§â§å§Ù§Ú§ä§î §Ù§Ñ§Ü§Ñ§Ù§é§Ú§Ü§å
- 6. §¢§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§í vs. §æ§å§ß§Ü§è§Ú§Ú §±§â§à§è§Ö§ã§ã§ß§í§Û §á§à§Õ§ç§à§Õ §¶§å§ß§Ü§è§Ú§à§ß§Ñ§Ý§î§ß§í§Û §á§à§Õ§ç§à§Õ §°§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§ñ ¨C §ï§ä§à §ã§Ú§ã§ä§Ö§Þ§Ñ §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó, §Ü§à§ä§à§â§í§Ö §á§à§Ù§Ó§à§Ý§ñ§ð§ä §ä§â§Ñ§ß§ã§æ§à§â§Þ§Ú§â§à§Ó§Ñ§ä§î ?§Ó§ç§à§Õ§í? §Ó ?§Ó§í§ç§à§Õ§í?. §°§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§ñ ¨C §ï§ä§à §ã§Ú§ã§ä§Ö§Þ§Ñ §æ§å§ß§Ü§è§Ú§à§ß§Ñ§Ý§î§ß§í§ç §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§Û, §Ü§Ñ§Ø§Õ§à§Ö §Ú§Ù §Ü§à§ä§à§â§í§ç §Ó§í§á§à§Ý§ß§ñ§Ö§ä §ã§Ó§à§ð §æ§å§ß§Ü§è§Ú§ð §Õ§Ý§ñ §á§â§Ö§à§Ò§â§Ñ§Ù§à§Ó§Ñ§ß§Ú§ñ ?§Ó§ç§à§Õ§à§Ó? §Ó ?§Ó§í§ç§à§Õ§í?. §¬§Ñ§Ü §Õ§Ö§Ý§Ñ§ä§î? §¹§ä§à §Õ§Ö§Ý§Ñ§ä§î?
- 7. §±§â§à§è§Ö§ã§ã§ß§Ñ§ñ vs. §æ§å§ß§Ü§è§Ú§à§ß§Ñ§Ý§î§ß§à- §à§â§Ú§Ö§ß§ä§Ú§â§à§Ó§Ñ§ß§ß§Ñ§ñ §ã§ä§â§å§Ü§ä§å§â§í §±§â§à§è§Ö§ã§ã§ß§Ñ§ñ §ã§ä§â§å§Ü§ä§å§â§Ñ §¶§å§ß§Ü§è§Ú§à§ß§Ñ§Ý§î§ß§Ñ§ñ §ã§ä§â§å§Ü§ä§å§â§Ñ §¯§Ñ§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö §á§â§à§è§Ö§ã§ã§à§Ó §Ú §å§á§â§Ñ§Ó§Ý§ñ§ð§ë§Ö§Ô§à §Ó§à§Ù§Õ§Ö§Û§ã§ä§Ó§Ú§ñ §¯§Ñ§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö §á§â§à§è§Ö§ã§ã§à§Ó §Ú §å§á§â§Ñ§Ó§Ý§ñ§ð§ë§Ö§Ô§à §Ó§à§Ù§Õ§Ö§Û§ã§ä§Ó§Ú§ñ
- 8. §¢§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§í vs. §æ§å§ß§Ü§è§Ú§Ú §±§â§à§è§Ö§ã§ã§ß§í§Û §á§à§Õ§ç§à§Õ §¶§å§ß§Ü§è§Ú§à§ß§Ñ§Ý§î§ß§í§Û §á§à§Õ§ç§à§Õ ? §°§â§Ú§Ö§ß§ä§Ñ§è§Ú§ñ §ß§Ñ §Ü§Ý§Ú§Ö§ß§ä§Ñ (§ß§Ñ §â§Ö§Ù§å§Ý§î§ä§Ñ§ä) CRM- §á§à§Õ§ç§à§Õ ? §±§à§Õ§é§Ú§ß§Ö§ß§Ú§Ö §Ó§Ý§Ñ§Õ§Ö§Ý§î§è§å §á§â§à§è§Ö§ã§ã§Ñ ? §±§â§Ú§à§â§Ú§ä§Ö§ä - §Ó§í§á§à§Ý§ß§Ö§ß§Ú§Ö §æ§å§ß§Ü§è§Ú§Û, §Ó§Ñ§Ø§ß§í§ç §Õ§Ý§ñ §Õ§â§å§Ô§Ú§ç §å§é§Ñ§ã§ä§ß§Ú§Ü§à§Ó §á§â§à§è§Ö§ã§ã§Ñ, §Ñ§Ü§ä§Ú§Ó§ß§à§Ö §ã§à§ä§â§å§Õ§ß§Ú§é§Ö§ã§ä§Ó§à §ã §å§é§Ñ§ã§ä§ß§Ú§Ü§Ñ§Þ§Ú §á§â§à§è§Ö§ã§ã§Ñ ? §¢§à§Ý§Ö§Ö §Ó§í§ã§à§Ü§Ñ§ñ §å§á§â§Ñ§Ó§Ý§Ö§ß§é§Ö§ã§Ü§Ñ§ñ §Ô§Ú§Ò§Ü§à§ã§ä§î ? §¶§à§Ü§å§ã §ß§Ñ §Ú§Ù§Õ§Ö§â§Ø§Ü§Ú (§ã§Ö§Ò§Ö§ã§ä§à§Ú§Þ§à§ã§ä§î §á§â§à§è§Ö§ã§ã§Ñ), §Ö§Ô§à §Õ§Ý§Ú§ä§Ö§Ý§î§ß§à§ã§ä§î, §Ü§Ñ§é§Ö§ã§ä§Ó§à. ? §±§â§à§Ù§â§Ñ§é§ß§à§ã§ä§î §à§á§Ö§â§Ñ§è§Ú§Û. §§Ö§Ô§Ü§à §à§ä§ã§Ý§Ö§Õ§Ú§ä§î ?§á§â§à§Ó§Ñ§Ý§í?. ? §°§â§Ú§Ö§ß§ä§Ñ§è§Ú§ñ §ß§Ñ §â§å§Ü§à§Ó§à§Õ§Ú§ä§Ö§Ý§ñ ? §±§à§Õ§é§Ú§ß§Ö§ß§Ú§Ö §â§å§Ü§à§Ó§à§Õ§Ú§ä§Ö§Ý§ð §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§ñ ? §±§â§Ú§à§â§Ú§ä§Ö§ä - §Ó§í§á§à§Ý§ß§Ö§ß§Ú§Ö §æ§å§ß§Ü§è§Ú§Û, §Ó §Ü§à§ä§à§â§í§ç §Ù§Ñ§Ú§ß§ä§Ö§â§Ö§ã§à§Ó§Ñ§ß§à §ã§Ñ§Þ§à §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§Ö, ? §³§Ü§Ý§à§ß§ß§à§ã§ä§î §Ü ?§Ò§ð§â§à§Ü§â§Ñ§ä§Ú§Ú?, §Ü§Ñ§Ü §ã§Ý§Ö§Õ§ã§ä§Ó§Ú§Ö ¨C §á§à§ä§Ö§â§ñ §å§á§â§Ñ§Ó§Ý§Ö§ß§é§Ö§ã§Ü§à§Û §Ô§Ú§Ò§Ü§à§ã§ä§Ú, §ß§Ú§Ù§Ü§Ñ§ñ §ã§Ü§à§â§à§ã§ä§î §á§â§Ú§ß§ñ§ä§Ú§ñ §â§Ö§ê§Ö§ß§Ú§Û, §á§à§ä§Ö§â§Ú §Ú§ß§æ§à§â§Þ§Ñ§è§Ú§Ú. ? §±§â§à§ä§Ú§Ó§à§â§Ö§é§Ú§Ö §Þ§Ö§Ø§Õ§å §è§Ö§Ý§ñ§Þ§Ú §æ§å§ß§Ü§è§Ú§à§ß§Ñ§Ý§î§ß§í§ç §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§Û. ? §¯§Ö§á§â§à§Ù§â§Ñ§é§ß§à§ã§ä§î §Õ§Ö§ñ§ä§Ö§Ý§î§ß§à§ã§ä§Ú. §±§Ö§â§Ö§Ü§Ý§Ñ§Õ§í§Ó§Ñ§ß§Ú§Ö §à§ä§Ó§Ö§ä§ã§ä§Ó§Ö§ß§ß§à§ã§ä§Ú.
- 9. §°§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§ñ §Ü§Ñ§Ü §ã§Ú§ã§ä§Ö§Þ§Ñ §²§Ö§ã§å§â§ã§í §²§Ö§Ù§å§Ý§î§ä§Ñ§ä§í §£§·§°§¥§½ §£§½§·§°§¥§½ §¯§Ö§Ó§Ö§â§ß§à §á§â§à§ä§Ú§Ó§à§á§à§ã§ä§Ñ§Ó§Ý§ñ§ä§î §á§â§à§è§Ö§ã§ã§ß§í§Û §Ú §æ§å§ß§Ü§è§Ú§à§ß§Ñ§Ý§î§ß§í§Û §á§à§Õ§ç§à§Õ§í §Ü §å§á§â§Ñ§Ó§Ý§Ö§ß§Ú§ð §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ö§Û.
- 11. §¬§Ý§Ñ§ã§ã§Ú§æ§Ú§Ü§Ñ§è§Ú§ñ §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó §´§Ú§á§í §á§â§à§è§Ö§ã§ã§à§Ó §°§á§â§Ö§Õ§Ö§Ý§Ö§ß§Ú§ñ §°§ã§ß§à§Ó§ß§í§Ö §á§â§à§è§Ö§ã§ã§í ? §±§â§à§è§Ö§ã§ã§í, §Ü§à§ä§à§â§í§Ö §ã§à§Ù§Õ§Ñ§ð§ä §á§â§à§Õ§å§Ü§ä, §á§â§Ö§Õ§ã§ä§Ñ§Ó§Ý§ñ§ð§ë§Ú§Û §è§Ö§ß§ß§à§ã§ä§î §Õ§Ý§ñ §Ó§ß§Ö§ê§ß§Ö§Ô§à §á§à§ä§â§Ö§Ò§Ú§ä§Ö§Ý§ñ. ? §±§â§à§è§Ö§ã§ã§í, §Ü§à§ä§à§â§í§Ö §ã§à§Ù§Õ§Ñ§ð§ä §Õ§à§Ò§Ñ§Ó§Ý§Ö§ß§ß§å§ð §è§Ö§ß§ß§à§ã§ä§î §á§â§à§Õ§å§Ü§ä§å §Ú§Ý§Ú §å§ã§Ý§å§Ô§Ö. §°§Ò§Ö§ã§á§Ö§é§Ú§Ó§Ñ§ð§ë§Ú§Ö §á§â§à§è§Ö§ã§ã§í ? §±§â§à§è§Ö§ã§ã§í, §á§à§ä§â§Ö§Ò§Ú§ä§Ö§Ý§ñ§Þ§Ú §Ü§à§ä§à§â§í§ç §ñ§Ó§Ý§ñ§ð§ä§ã§ñ §à§ã§ß§à§Ó§ß§í§Ö §á§â§à§è§Ö§ã§ã§í. ? §±§â§à§è§Ö§ã§ã§í, §Ü§à§ä§à§â§í§Ö §ã§à§Ù§Õ§Ñ§ð§ä §Ú §á§à§Õ§Õ§Ö§â§Ø§Ú§Ó§Ñ§ð§ä §Ú§ß§æ§â§Ñ§ã§ä§â§å§Ü§ä§å§â§å §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú. §±§â§à§è§Ö§ã§ã§í §å§á§â§Ñ§Ó§Ý§Ö§ß§Ú§ñ ? §±§â§à§è§Ö§ã§ã§í, §à§ã§ß§à§Ó§ß§à§Û §è§Ö§Ý§î§ð §Ü§à§ä§à§â§í§ç §ñ§Ó§Ý§ñ§Ö§ä§ã§ñ §å§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö §Õ§Ö§ñ§ä§Ö§Ý§î§ß§à§ã§ä§î§ð §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú. ? §±§â§à§è§Ö§ã§ã§í, §Ü§à§ä§à§â§í§Ö §à§Ò§Ö§ã§á§Ö§é§Ú§Ó§Ñ§ð§ä §Ó§í§Ø§Ú§Ó§Ñ§ß§Ú§Ö §Ú §â§Ñ§Ù§Ó§Ú§ä§Ú§Ö §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú, §â§Ö§Ô§å§Ý§Ú§â§å§ð§ä §Ö§Ö §ä§Ö§Ü§å§ë§å§ð §Õ§Ö§ñ§ä§Ö§Ý§î§ß§à§ã§ä§î. §±§â§à§è§Ö§ã§ã§í (§á§â§à§Ö§Ü§ä§í §Ú §á§â§à§Ô§â§Ñ§Þ§Þ§í) §â§Ñ§Ù§Ó§Ú§ä§Ú§ñ ? §¯§Ö§â§Ö§Ô§å§Ý§ñ§â§ß§í§Ö §Ú §Ú§ß§ß§à§Ó§Ñ§è§Ú§à§ß§ß§í§Ö §Ó§Ú§Õ§í §Õ§Ö§ñ§ä§Ö§Ý§î§ß§à§ã§ä§Ú §á§à §ã§à§Ó§Ö§â§ê§Ö§ß§ã§ä§Ó§à§Ó§Ñ§ß§Ú§ð §Ú §â§Ñ§Ù§Ó§Ú§ä§Ú§ð §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú. ? §£§Ú§Õ§í §Õ§Ö§ñ§ä§Ö§Ý§î§ß§à§ã§ä§Ú, §à§â§Ú§Ö§ß§ä§Ú§â§à§Ó§Ñ§ß§ß§í§Ö §ß§Ñ §è§Ö§Ý§Ú §Õ§à§Ý§Ô§à§ã§â§à§é§ß§à§Û §á§Ö§â§ã§á§Ö§Ü§ä§Ú§Ó§í.
- 12. §±§â§Ú§Þ§Ö§â §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó §Ò§Ñ§ß§Ü§Ñ 1. §°§ã§ß§à§Ó§ß§í§Ö §á§â§à§è§Ö§ã§ã§í: 1.1. §°§Ò§ã§Ý§å§Ø§Ú§Ó§Ñ§ß§Ú§Ö §æ§Ú§Ù§Ú§é§Ö§ã§Ü§Ú§ç §Ý§Ú§è 1.2. §°§Ò§ã§Ý§å§Ø§Ú§Ó§Ñ§ß§Ú§Ö §À§ 1.2.1. §²§Ñ§ã§é§Ö§ä§ß§à-§Ü§Ñ§ã§ã§à§Ó§à§Ö §à§Ò§ã§Ý§å§Ø§Ú§Ó§Ñ§ß§Ú§Ö §À§ 1.2.2. §±§â§Ú§Ó§Ý§Ö§é§Ö§ß§Ú§Ö §Õ§Ö§ß§Ö§Ø§ß§í§ç §ã§â§Ö§Õ§ã§ä§Ó §À§ 1.2.3. §¬§â§Ö§Õ§Ú§ä§à§Ó§Ñ§ß§Ú§Ö §À§ 1.2.4. §¢§Ñ§ß§Ü§à§Ó§ã§Ü§Ú§Ö §Ü§Ñ§â§ä§í §À§ 1.3. §²§Ñ§Ò§à§ä§Ñ §ß§Ñ §æ§Ú§ß§Ñ§ß§ã§à§Ó§í§ç §Ú §Þ§Ö§Ø§Ò§Ñ§ß§Ü§à§Ó§ã§Ü§Ú§ç §â§í§ß§Ü§Ñ§ç 2. §°§Ò§Ö§ã§á§Ö§é§Ú§Ó§Ñ§ð§ë§Ú§Ö §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§í 2.1. IT §Ú §ã§Ó§ñ§Ù§î 2.2. §À§â§Ú§Õ§Ú§é§Ö§ã§Ü§à§Ö §à§Ò§Ö§ã§á§Ö§é§Ö§ß§Ú§Ö 2.3. §¡§Õ§Þ§Ú§ß§Ú§ã§ä§â§Ñ§ä§Ú§Ó§ß§à-§ç§à§Ù§ñ§Û§ã§ä§Ó§Ö§ß§ß§à§Ö 2.4. §£§ß§å§ä§â§Ö§ß§ß§Ú§Û §Ü§à§ß§ä§â§à§Ý§î 3. §µ§á§â§Ñ§Ó§Ý§ñ§ð§ë§Ú§Ö §Ò§Ú§Ù§ß§Ö§ã §á§â§à§è§Ö§ã§ã§í 3.1. §µ§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö §æ§Ú§ß§Ñ§ß§ã§Ñ§Þ§Ú 3.2. §µ§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö §á§Ö§â§ã§à§ß§Ñ§Ý§à§Þ 3.3. §®§Ñ§â§Ü§Ö§ä§Ú§ß§Ô 3.4. §µ§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Ö §æ§Ú§Ý§Ú§Ñ§Ý§î§ß§à§Û §ã§Ö§ä§î§ð
- 15. §±§â§Ú§Þ§Ö§â §è§Ú§Ü§Ý§Ñ PDCA §Õ§Ý§ñ §á§â§à§Ú§Ù§Ó§à§Õ§ã§ä§Ó§Ö§ß§ß§à§Ô§à §á§â§à§è§Ö§ã§ã§Ñ §±§Ý§Ñ§ß§Ú§â§à§Ó§Ñ§ß§Ú§Ö §á§â§à§Ú§Ù§Ó§à§Õ§ã§ä§Ó§Ñ §ª§Ù§Ô§à§ä§à§Ó§Ý§Ö§ß§Ú§Ö §á§â§à§Õ§å§Ü§è§Ú§Ú §¬§à§ß§ä§â§à§Ý§î §Ü§Ñ§é§Ö§ã§ä§Ó§Ñ §á§â§à§Õ§å§Ü§è§Ú§Ú §£§í§á§à§Ý§ß§Ö§ß§Ú§Ö §Ü§à§â§â§Ö§Ü§ä§Ú§â§å§ð§ë§Ú§ç §Õ§Ö§Û§ã§ä§Ó§Ú§Û §¬§à§â§â§Ö§Ü§ä§Ú§â§à§Ó§Ü§Ñ §á§Ý§Ñ§ß§à§Ó§í§ç §á§à§Ü§Ñ§Ù§Ñ§ä§Ö§Ý§Ö§Û §Ú KPI §´§Ö§ç§ß§à§Ý§à§Ô§Ú§é§Ö§ã§Ü§Ú§Ö §Ú§Ù§Þ§Ö§ß§Ö§ß§Ú§ñ Plan Do Check Act
- 16. §°§ã§ß§à§Ó§ß§í§Ö §á§â§Ñ§Ó§Ú§Ý§Ñ §á§â§à§è§Ö§ã§ã§ß§à§Ô§à §á§à§Õ§ç§à§Õ§Ñ ? §¯§Ñ§Ý§Ú§é§Ú§Ö §Þ§à§Õ§Ö§Ý§Ö§Û (§à§á§Ú§ã§Ñ§ß§Ú§Û) §á§â§à§è§Ö§ã§ã§à§Ó ? §¯§Ñ§Ý§Ú§é§Ú§Ö §à§ä§Ó§Ö§ä§ã§ä§Ó§Ö§ß§ß§à§Ô§à §Ù§Ñ §Ó§Ö§ã§î §á§â§à§è§Ö§ã§ã §Ú §Ö§Ô§à §â§Ö§Ù§å§Ý§î§ä§Ñ§ä ? §¯§Ñ§Ý§Ú§é§Ú§Ö §ä§â§Ö§Ò§à§Ó§Ñ§ß§Ú§Û §Ü §Ó§í§ç§à§Õ§Ñ§Þ §á§â§à§è§Ö§Õ§å§â §Ó§ß§å§ä§â§Ú §á§â§à§è§Ö§ã§ã§Ñ §Ú §Ü §á§â§à§Õ§å§Ü§ä§å (§â§Ö§Ù§å§Ý§î§ä§Ñ§ä§å) §Ó§ã§Ö§Ô§à §á§â§à§è§Ö§ã§ã§Ñ §¬§Ý§ð§é§Ö§Ó§í§Ö §á§à§Ü§Ñ§Ù§Ñ§ä§Ö§Ý§Ú §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó: ? §¬§Ñ§é§Ö§ã§ä§Ó§à: §ã§ä§Ö§á§Ö§ß§î §å§Õ§à§Ó§Ý§Ö§ä§Ó§à§â§Ö§ß§ß§à§ã§ä§Ú §¬§Ý§Ú§Ö§ß§ä§Ñ, §Ü§à§Ý§Ú§é§Ö§ã§ä§Ó§à §á§â§Ö§ä§Ö§ß§Ù§Ú§Û §Ü §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§å, §à§ê§Ú§Ò§Ü§Ú, §Õ§Ö§æ§Ö§Ü§ä§í, §ã§Ò§à§Ú §Ó §Ò§Ú§Ù§ß§Ö§ã- §á§â§à§è§Ö§ã§ã§Ö §Ú §Õ§â. ? §£§â§Ö§Þ§ñ (§Õ§Ý§Ú§ä§Ö§Ý§î§ß§à§ã§ä§î §Ú §ã§Ó§à§Ö§Ó§â§Ö§Þ§Ö§ß§ß§à§ã§ä§î) §Ó§í§á§à§Ý§ß§Ö§ß§Ú§ñ §¢§± ? §³§ä§à§Ú§Þ§à§ã§ä§î §á§â§à§è§Ö§ã§ã§Ñ (§Ù§Ñ§ä§â§Ñ§ä§í) ? §²§Ö§Ù§å§Ý§î§ä§Ñ§ä§Ú§Ó§ß§à§ã§ä§î §Ú §ï§æ§æ§Ö§Ü§ä§Ú§Ó§ß§à§ã§ä§î
- 17. §®§à§Õ§Ö§Ý§Ú§â§à§Ó§Ñ§ß§Ú§Ö §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó §®§à§Õ§Ö§Ý§î §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§Ñ ¨C §Ú§ß§æ§à§â§Þ§Ñ§è§Ú§à§ß§ß§í§Û §à§Ò§ì§Ö§Ü§ä, §á§â§Ö§Õ§ã§ä§Ñ§Ó§Ý§ñ§ð§ë§Ú§Û §ã§à§Ò§à§Û §à§ä§à§Ò§â§Ñ§Ø§Ö§ß§Ú§Ö (§à§Ò§â§Ñ§Ù) §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§Ñ §Ú §Ö§Ô§à §ã§å§ë§Ö§ã§ä§Ó§Ö§ß§ß§í§ç §Ü§à§Þ§á§à§ß§Ö§ß§ä§à§Ó (§ã§Ó§à§Û§ã§ä§Ó).
- 18. 1. §°§á§ä§Ú§Þ§Ú§Ù§Ñ§è§Ú§ñ §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó: ? §±§à§Ó§í§ê§Ö§ß§Ú§Ö §á§â§à§Ú§Ù§Ó§à§Õ§Ú§ä§Ö§Ý§î§ß§à§ã§ä§Ú ? §³§ß§Ú§Ø§Ö§ß§Ú§Ö §Ú§Ù§Õ§Ö§â§Ø§Ö§Ü ? §µ§Þ§Ö§ß§î§ê§Ö§ß§Ú§Ö §Ó§â§Ö§Þ§Ö§ß§Ú §á§â§à§è§Ö§ã§ã§à§Ó ? §±§à§Ó§í§ê§Ö§ß§Ú§Ö §Ü§Ñ§é§Ö§ã§ä§Ó§Ñ §á§â§à§è§Ö§ã§ã§à§Ó 2. §±§â§à§Ù§â§Ñ§é§ß§à§ã§ä§î, §Ü§à§ß§ä§â§à§Ý§Ú§â§å§Ö§Þ§à§ã§ä§î §Ú §å§á§â§Ñ§Ó§Ý§ñ§Ö§Þ§à§ã§ä§î §ã§Ú§ã§ä§Ö§Þ§í, §â§Ö§Ñ§Ý§Ú§Ù§Ñ§è§Ú§ñ §ã§ä§â§Ñ§ä§Ö§Ô§Ú§Ú, §á§à§Õ§Õ§Ö§â§Ø§Ñ§ß§Ú§Ö §â§à§ã§ä§Ñ. 3. §±§à§ã§ä§â§à§Ö§ß§Ú§Ö §ï§æ§æ§Ö§Ü§ä§Ú§Ó§ß§à§Û §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§à§ß§ß§à§Û §ã§ä§â§å§Ü§ä§å§â§í. 4. §±§â§à§Ö§Ü§ä§Ú§â§à§Ó§Ñ§ß§Ú§Ö §ß§à§Ó§í§ç §ß§Ñ§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Û §Ú §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó. 5. §´§Ú§â§Ñ§Ø§Ú§â§à§Ó§Ñ§ß§Ú§Ö §ã§å§ë§Ö§ã§ä§Ó§å§ð§ë§Ú§ç §ß§Ñ§á§â§Ñ§Ó§Ý§Ö§ß§Ú§Û §Ú §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó. 6. §¡§Ó§ä§à§Þ§Ñ§ä§Ú§Ù§Ñ§è§Ú§ñ §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó. 7. §±§â§Ñ§Ó§Ú§Ý§î§ß§í§Û §á§à§Õ§Ò§à§â §á§Ö§â§ã§à§ß§Ñ§Ý§Ñ. §±§à§ã§ä§â§à§Ö§ß§Ú§Ö §ã§Ú§ã§ä§Ö§Þ§í §Þ§à§ä§Ú§Ó§Ñ§è§Ú§Ú. 8. §²§Ö§Ô§Ý§Ñ§Þ§Ö§ß§ä§Ñ§è§Ú§ñ. §£§í§ã§Ó§à§Ò§à§Ø§Õ§Ö§ß§Ú§Ö §Ó§â§Ö§Þ§Ö§ß§Ú §â§å§Ü§à§Ó§à§Õ§Ú§ä§Ö§Ý§Ö§Û. §±§à§Ó§í§ê§Ö§ß§Ú§Ö §ï§æ§æ§Ö§Ü§ä§Ú§Ó§ß§à§ã§ä§Ú §â§Ñ§Ò§à§ä§í §á§Ö§â§ã§à§ß§Ñ§Ý§Ñ. 9. §±§à§ã§ä§â§à§Ö§ß§Ú§Ö §ã§Ú§ã§ä§Ö§Þ§í §Þ§Ö§ß§Ö§Õ§Ø§Þ§Ö§ß§ä§Ñ §Ü§Ñ§é§Ö§ã§ä§Ó§Ñ (§³§®§¬) §á§à §ã§ä§Ñ§ß§Õ§Ñ§â§ä§Ñ§Þ ISO 9000. §¸§Ö§Ý§Ú §Þ§à§Õ§Ö§Ý§Ú§â§à§Ó§Ñ§ß§Ú§ñ §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó
- 19. §°§á§Ú§ã§Ñ§ß§Ú§Ö §Ú §à§á§ä§Ú§Þ§Ú§Ù§Ñ§è§Ú§ñ §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó 2 §Ó§à§Ù§Þ§à§Ø§ß§í§Ö §è§Ö§Ý§Ú: 1) §±§à§Ó§í§ê§Ö§ß§Ú§Ö §á§â§à§Ù§â§Ñ§é§ß§à§ã§ä§Ú §Ú §ï§æ§æ§Ö§Ü§ä§Ú§Ó§ß§à§ã§ä§Ú §Õ§Ö§ñ§ä§Ö§Ý§î§ß§à§ã§ä§Ú §Ü§à§Þ§á§Ñ§ß§Ú§Ú 2) §¡§Ó§ä§à§Þ§Ñ§ä§Ú§Ù§Ñ§è§Ú§ñ §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó §±§â§Ö§Õ§á§à§Ý§Ñ§Ô§Ñ§Ö§Þ§í§Û §â§Ö§Ù§å§Ý§î§ä§Ñ§ä §¢§å§Õ§Ö§ä §Ù§Ñ§æ§Ú§Ü§ã§Ú§â§à§Ó§Ñ§ß §á§à§â§ñ§Õ§à§Ü §Ú §à§ä§Ó§Ö§ä§ã§ä§Ó§Ö§ß§ß§à§ã§ä§î §Ù§Ñ §Ó§í§á§à§Ý§ß§Ö§ß§Ú§Ö §â§Ñ§Ò§à§ä, §å§ã§ä§â§Ñ§ß§Ö§ß§í §ã§Ò§à§Ú §Ó §Ó§í§á§à§Ý§ß§Ö§ß§Ú§Ú §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó, §á§à§Ó§í§ê§Ö§ß§à §Ü§Ñ§é§Ö§ã§ä§Ó§à §Ó§í§á§à§Ý§ß§Ö§ß§Ú§ñ §Ò§Ú§Ù§ß§Ö§ã- §á§â§à§è§Ö§ã§ã§à§Ó. §¬§â§Ú§ä§Ö§â§Ú§Ú §à§è§Ö§ß§Ü§Ú §â§Ö§Ù§å§Ý§î§ä§Ñ§ä§Ñ ? §¯§Ñ§Ý§Ú§é§Ú§Ö §Ó§Ö§â§Ú§æ§Ú§è§Ú§â§à§Ó§Ñ§ß§ß§í§ç §à§á§Ú§ã§Ñ§ß§Ú§Û §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó. ? §²§Ö§ê§Ö§ß§í §Ó§í§ñ§Ó§Ý§Ö§ß§ß§í§Ö §Ó §â§Ö§Ñ§Ý§Ú§Ù§Ñ§è§Ú§Ú §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó §á§â§à§Ò§Ý§Ö§Þ§í. ? §¯§Ñ§Ý§Ñ§Ø§Ö§ß§à §Ó§Ù§Ñ§Ú§Þ§à§Õ§Ö§Û§ã§ä§Ó§Ú§Ö §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§Û. ? §®§Ú§ß§Ú§Þ§Ú§Ù§Ú§â§à§Ó§Ñ§ß§í §Ó§Ñ§â§Ú§Ñ§è§Ú§Ú §Ó §â§Ö§Ù§å§Ý§î§ä§Ñ§ä§Ñ§ç §Ó§í§á§à§Ý§ß§Ö§ß§Ú§ñ §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó (§Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã §ã§ä§Ñ§Ý §Ó§í§á§à§Ý§ß§ñ§ä§î§ã§ñ §ã§ä§Ñ§Ò§Ú§Ý§î§ß§à §Ò§Ö§Ù §ã§Ò§à§Ö§Ó).
- 20. §°§á§Ú§ã§Ñ§ß§Ú§Ö §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó §á§â§Ö§Õ§á§à§Ý§Ñ§Ô§Ñ§Ö§ä §°§á§â§Ö§Õ§Ö§Ý§Ö§ß§Ú§Ö ? §Ó§Ý§Ñ§Õ§Ö§Ý§î§è§Ñ §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§Ñ ? §Ô§â§Ñ§ß§Ú§è §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§Ñ ? §Ü§Ý§Ú§Ö§ß§ä§à§Ó §Ú §Ó§í§ç§à§Õ§í §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§Ñ ? §á§à§ã§ä§Ñ§Ó§ë§Ú§Ü§à§Ó §Ú §Ó§ç§à§Õ§í §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§Ñ ? §â§Ö§ã§å§â§ã§à§Ó §°§á§Ú§ã§Ñ§ß§Ú§Ö §ä§Ö§ç§ß§à§Ý§à§Ô§Ú§Ú §Ó§í§á§à§Ý§ß§Ö§ß§Ú§ñ §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§Ñ §²§Ñ§Ù§â§Ñ§Ò§à§ä§Ü§å §á§à§Ü§Ñ§Ù§Ñ§ä§Ö§Ý§Ö§Û ? §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§Ñ ? §â§Ö§Ù§å§Ý§î§ä§Ñ§ä§à§Ó §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§Ñ ? §å§Õ§à§Ó§Ý§Ö§ä§Ó§à§â§Ö§ß§ß§à§ã§ä§Ú §Ü§Ý§Ú§Ö§ß§ä§à§Ó §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§Ñ §°§á§Ú§ã§Ñ§ß§Ú§Ö §â§Ñ§Ò§à§ä§í §Ó§Ý§Ñ§Õ§Ö§Ý§î§è§Ñ §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§Ñ ? §á§à §Ñ§ß§Ñ§Ý§Ú§Ù§å ? §å§Ý§å§é§ê§Ö§ß§Ú§ð §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§Ñ ? §à§ä§é§Ö§ä§ß§à§ã§ä§Ú §á§Ö§â§Ö§Õ §Ó§í§ê§Ö§ã§ä§à§ñ§ë§Ú§Þ §â§å§Ü§à§Ó§à§Õ§Ú§ä§Ö§Ý§Ö§Þ.
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- 29. §®§Ö§ä§à§Õ§à§Ý§à§Ô§Ú§ñ §à§á§Ú§ã§Ñ§ß§Ú§ñ §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó §µ§ã§Ü§à§â§Ö§ß§ß§à§Ö §à§á§Ú§ã§Ñ§ß§Ú§Ö ? §Ò§í§ã§ä§â§à§Ö §à§á§Ú§ã§Ñ§ß§Ú§Ö §Ü§Ý§ð§é§Ö§Ó§í§ç (§Ó§í§Õ§Ö§Ý§Ö§ß§ß§í§ç) §á§â§à§è§Ö§ã§ã§à§Ó §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú (2-3 §Þ§Ö§ã. ) ? §æ§â§Ñ§Ô§Þ§Ö§ß§ä§Ñ§â§ß§à§ã§ä§î, §á§â§à§Ò§Ý§Ö§Þ§Ñ §Ó§Ù§Ñ§Ú§Þ§à§Õ§Ö§Û§ã§ä§Ó§Ú§ñ §à§á§Ú§ã§Ñ§ß§ß§í§ç §á§â§à§è§Ö§ã§ã§à§Ó §ã §à§ã§ä§Ñ§Ý§î§ß§í§Þ§Ú ? §á§à§ã§ä§â§à§Ö§ß§Ú§Ö §á§â§à§è§Ö§ã§ã§à§Ó ?§ã§Ó§Ö§â§ç§å-§Ó§ß§Ú§Ù? ? §à§ä§ã§å§ä§ã§ä§Ó§Ú§Ö §á§â§à§â§Ñ§Ò§à§ä§Ñ§ß§ß§í§ç §è§Ö§Ý§Ö§Û §Ú §Ü§à§ß§è§Ö§á§è§Ú§Ú §Õ§Ñ§Ý§î§ß§Ö§Û§ê§Ö§Ô§à §Ú§ã§á§à§Ý§î§Ù§à§Ó§Ñ§ß§Ú§ñ ? §ã§å§Ò§ì§Ö§Ü§ä§Ú§Ó§ß§à§ã§ä§î ? §á§à§Õ§Ó§Ö§â§Ø§Ö§ß§ß§à§ã§ä§î §ã§Ú§Ý§î§ß§í§Þ §Ú§ã§Ü§Ñ§Ø§Ö§ß§Ú§ñ§Þ §Ô§â§Ñ§ß§Ú§è §á§â§à§è§Ö§ã§ã§à§Ó §á§â§Ú §Õ§Ñ§Ý§î§ß§Ö§Û§ê§Ö§Þ §à§á§Ú§ã§Ñ§ß§Ú§Ú ? ?§Ò§Ö§Ý§í§Ö §á§ñ§ä§ß§Ñ? ¨C §é§Ñ§ã§ä§î §æ§å§ß§Ü§è§Ú§Û §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§Û §ß§Ö §á§â§Ú§Ó§ñ§Ù§Ñ§ß§í §Ü §Ó§í§Õ§Ö§Ý§Ö§ß§ß§í§Þ §á§â§à§è§Ö§ã§ã§Ñ§Þ ? 40-80% §ã§à§à§ä§Ó§Ö§ä§ã§ä§Ó§Ú§ñ §â§Ö§Ñ§Ý§î§ß§í§Þ §á§â§à§è§Ö§ã§ã§Ñ§Þ ? §Ó§í§ã§à§Ü§Ú§Ö §â§Ú§ã§Ü§Ú §ß§Ö§å§Õ§Ñ§é§Ú §á§â§à§Ö§Ü§ä§Ñ §±§à§Ý§ß§à§Ö §à§á§Ú§ã§Ñ§ß§Ú§Ö ? §Õ§Ö§ä§Ñ§Ý§î§ß§í§Û §Ñ§ß§Ñ§Ý§Ú§Ù §Ú§ß§æ§à§â§Þ§Ñ§è§Ú§à§ß§ß§í§ç §Ú §Þ§Ñ§ä§Ö§â§Ú§Ñ§Ý§î§ß§í§ç §á§à§ä§à§Ü§à§Ó §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú §Ú §à§á§â§Ö§Õ§Ö§Ý§Ö§ß§Ú§Ö §á§Ö§â§Ö§ã§Ö§é§Ö§ß§Ú§Û §ï§ä§Ú§Þ§Ú §á§à§ä§à§Ü§Ñ§Þ§Ú §Ô§â§Ñ§ß§Ú§è §æ§å§ß§Ü§è§Ú§à§ß§Ñ§Ý§î§ß§í§ç §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§Û ? §ã§â§à§Ü ¨C 1-1,5 §Ô§à§Õ§Ñ, §Ó§í§ã§à§Ü§Ñ§ñ §ä§â§å§Õ§à§Ö§Þ§Ü§à§ã§ä§î ? §á§à§ã§ä§â§à§Ö§ß§Ú§Ö §á§â§à§è§Ö§ã§ã§à§Ó ?§ã§ß§Ú§Ù§å-§Ó§Ó§Ö§â§ç? ? §é§Ö§ä§Ü§à §ã§ä§â§å§Ü§ä§å§â§Ú§â§à§Ó§Ñ§ß§ß§í§Ö §è§Ö§Ý§Ú ? §à§Ò§ì§Ö§Ü§ä§Ú§Ó§ß§í§Û §Ñ§ß§Ñ§Ý§Ú§Ù §ß§Ñ §à§ã§ß§à§Ó§Ö §á§à§ä§à§Ü§à§Ó §Õ§Ñ§ß§ß§í§ç ? §Ú§Ù§Ò§Ñ§Ó§Ý§Ö§ß§Ú§Ö §à§ä ?§Ò§Ö§Ý§í§ç §á§ñ§ä§Ö§ß? ? 80-90% §ã§à§à§ä§Ó§Ö§ä§ã§ä§Ó§Ú§ñ §â§Ö§Ñ§Ý§î§ß§í§Þ §á§â§à§è§Ö§ã§ã§Ñ§Þ
- 30. §µ§ã§Ü§à§â§Ö§ß§ß§à§Ö §à§á§Ú§ã§Ñ§ß§Ú§Ö §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó ? §¿§ä§Ñ§á 1. §°§á§â§Ö§Õ§Ö§Ý§Ú§ä§î §Ó§ß§Ö§ê§ß§Ú§ç §Ü§Ý§Ú§Ö§ß§ä§à§Ó §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú §Ú §Ó§ç§à§Õ§í/§Ó§í§ç§à§Õ§í §Õ§Ý§ñ §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú §Ó §è§Ö§Ý§à§Þ. ? §¿§ä§Ñ§á 2. §³§à§ã§ä§Ñ§Ó§Ú§ä§î §á§Ö§â§Ö§é§Ö§ß§î §à§ã§ß§à§Ó§ß§í§ç §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú, §æ§à§â§Þ§Ú§â§å§ð§ë§Ú§ç §Ó§ß§Ö§ê§ß§Ú§Ö §Ó§í§ç§à§Õ§í. ? §¿§ä§Ñ§á 3. §°§á§â§Ö§Õ§Ö§Ý§Ú§ä§î §Ó§ß§å§ä§â§Ö§ß§ß§Ú§Ö §Ó§ç§à§Õ§í/§Ó§í§ç§à§Õ§í §Ü§Ñ§Ø§Õ§à§Ô§à §á§â§à§è§Ö§ã§ã§Ñ §Ú §ß§Ö§Õ§à§ã§ä§Ñ§ð§ë§Ú§Ö §Ó§ã§á§à§Þ§à§Ô§Ñ§ä§Ö§Ý§î§ß§í§Ö §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§í. ? §¿§ä§Ñ§á 4. §°§á§Ú§ã§Ñ§ä§î §Ü§Ñ§Ø§Õ§í§Û §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã §Ó §Ó§Ú§Õ§Ö §ß§Ñ§Ò§à§â§Ñ §á§à§Õ§á§â§à§è§Ö§ã§ã§à§Ó. ? §¿§ä§Ñ§á 5. §²§Ñ§ã§á§â§Ö§Õ§Ö§Ý§Ú§ä§î §á§à§Ý§å§é§Ö§ß§ß§í§Ö §á§à§Õ§á§â§à§è§Ö§ã§ã§í §á§à §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§ñ§Þ §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú. ? §¿§ä§Ñ§á 6. §¥§Ö§ä§Ñ§Ý§î§ß§à §à§á§Ú§ã§Ñ§ä§î §Ü§Ñ§Ø§Õ§í§Û §á§â§à§è§Ö§ã§ã §á§â§Ú §á§à§Þ§à§ë§Ú §Ó§í§Ò§â§Ñ§ß§ß§à§Û §Þ§Ö§ä§à§Õ§Ú§Ü§Ú (IDEFO, IDEF3, DFD, ARIS VAD, ARIS §Ö§¦§²§³, BPMN, S-BPM). ? §¿§ä§Ñ§á 7. §³§à§ã§ä§Ñ§Ó§Ú§ä§î §â§Ö§Ô§Ý§Ñ§Þ§Ö§ß§ä§í §Ú §ã§æ§à§â§Þ§Ú§â§à§Ó§Ñ§ä§î §Þ§Ñ§ä§â§Ú§è§í §à§ä§Ó§Ö§ä§ã§ä§Ó§Ö§ß§ß§à§ã§ä§Ú §á§à §Ü§Ñ§Ø§Õ§à§Þ§å §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§å ).
- 31. §±§à§Ý§ß§à§Ö §à§á§Ú§ã§Ñ§ß§Ú§Ö §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó ? §¿§ä§Ñ§á 0. §²§Ñ§Ù§â§Ñ§Ò§à§ä§Ü§Ñ §Ú §ã§à§Ô§Ý§Ñ§ã§à§Ó§Ñ§ß§Ú§Ö §ã§ä§â§å§Ü§ä§å§â§í §è§Ö§Ý§Ö§Û §á§â§à§Ö§Ü§ä§Ñ §à§á§Ú§ã§Ñ§ß§Ú§ñ §Ò§Ú§Ù§ß§Ö§ã- §á§â§à§è§Ö§ã§ã§à§Ó §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú ? §¿§ä§Ñ§á 1. §°§á§â§Ö§Õ§Ö§Ý§Ú§ä§î §Ó§ß§Ö§ê§ß§Ú§ç §Ü§Ý§Ú§Ö§ß§ä§à§Ó §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú (§à§Ü§â§å§Ø§Ö§ß§Ú§ñ) §Ú §Ó§ç§à§Õ§í/§Ó§í§ç§à§Õ§í §Õ§Ý§ñ §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú §Ó §è§Ö§Ý§à§Þ. ? §¿§ä§Ñ§á 2. §±§â§Ú§Ó§ñ§Ù§Ñ§ä§î §á§à§Ý§å§é§Ö§ß§ß§í§Ö §Ó§ç§à§Õ§í/§Ó§í§ç§à§Õ§í §Ü §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§ñ§Þ §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú. ? §¿§ä§Ñ§á 3. §°§á§â§Ö§Õ§Ö§Ý§Ú§ä§î §Ó§ß§å§ä§â§Ö§ß§ß§Ú§Ö §Ó§ç§à§Õ§í/§Ó§í§ç§à§Õ§í §Õ§Ý§ñ §Ü§Ñ§Ø§Õ§à§Ô§à §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§ñ §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú. ? §¿§ä§Ñ§á 4. §°§á§â§Ö§Õ§Ö§Ý§Ú§ä§î §á§Ö§â§Ö§é§Ö§ß§î §æ§å§ß§Ü§è§Ú§Û, §Ó§í§á§à§Ý§ß§ñ§Ö§Þ§í§ç §Ó §Ü§Ñ§Ø§Õ§à§Þ §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§Ú. ? §¿§ä§Ñ§á 5. §¥§Ý§ñ §Ü§Ñ§Ø§Õ§à§Ô§à §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§ñ §ã§Ô§â§å§á§á§Ú§â§à§Ó§Ñ§ä§î §æ§å§ß§Ü§è§Ú§Ú §á§à §á§â§à§è§Ö§ã§ã§Ñ§Þ, §æ§à§â§Þ§Ú§â§å§ð§ë§Ú§Þ §Ó§í§ç§à§Õ§í. §±§â§Ú§Ó§ñ§Ù§Ñ§ä§î §Ü §ï§ä§Ú§Þ §á§â§à§è§Ö§ã§ã§Ñ§Þ §Ó§ç§à§Õ§í. ? §¿§ä§Ñ§á 6. §ª§ã§á§à§Ý§î§Ù§å§ñ §Ó§ç§à§Õ§í/§Ó§í§ç§à§Õ§í §Þ§Ö§Ø§Õ§å §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§ñ§Þ§Ú, §ã§Ô§â§å§á§á§Ú§â§à§Ó§Ñ§ä§î §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§í §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§Û §Ó §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§í §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú. ? §¿§ä§Ñ§á 7. §³§æ§à§â§Þ§Ú§â§à§Ó§Ñ§ä§î §Þ§Ñ§ä§â§Ú§è§í §à§ä§Ó§Ö§ä§ã§ä§Ó§Ö§ß§ß§à§ã§ä§Ú §á§à §Ü§Ñ§Ø§Õ§à§Þ§å §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§ð. §¯§Ñ §à§ã§ß§à§Ó§Ö §ï§ä§Ú§ç §Þ§Ñ§ä§â§Ú§è §ã§à§ã§ä§Ñ§Ó§Ú§ä§î §Þ§Ñ§ä§â§Ú§è§í §à§ä§Ó§Ö§ä§ã§ä§Ó§Ö§ß§ß§à§ã§ä§Ú §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó §à§â§Ô§Ñ§ß§Ú§Ù§Ñ§è§Ú§Ú
- 32. §²§Ö§Ù§å§Ý§î§ä§Ñ§ä§í §à§á§ä§Ú§Þ§Ú§Ù§Ñ§è§Ú§Ú ? §µ§ä§à§é§ß§Ö§ß§í §Ú §ã§Ü§à§â§â§Ö§Ü§ä§Ú§â§à§Ó§Ñ§ß§í §Ù§à§ß§í §à§ä§Ó§Ö§ä§ã§ä§Ó§Ö§ß§ß§à§ã§ä§Ú §Ú §æ§å§ß§Ü§è§Ú§à§ß§Ñ§Ý §â§å§Ü§à§Ó§à§Õ§Ú§ä§Ö§Ý§Ö§Û §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§Û §Ú §ã§à§ä§â§å§Õ§ß§Ú§Ü§à§Ó §Ü§à§Þ§á§Ñ§ß§Ú§Ú ? §¯§Ñ§Ý§Ñ§Ø§Ö§ß§à §Ó§Ù§Ñ§Ú§Þ§à§Õ§Ö§Û§ã§ä§Ó§Ú§Ö §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§Û: §ã§Ó§à§Ö§Ó§â§Ö§Þ§Ö§ß§ß§í§Û §à§Ò§Þ§Ö§ß §Ú§ß§æ§à§â§Þ§Ñ§è§Ú§Ö§Û §Ú §ã§à§Ô§Ý§Ñ§ã§à§Ó§Ñ§ß§ß§í§Ö §â§Ö§Ù§å§Ý§î§ä§Ñ§ä§í §â§Ñ§Ò§à§ä ? §µ§ã§ä§â§Ñ§ß§Ö§ß§í §á§â§à§Ò§Ý§Ö§Þ§í §Ó §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§Ñ§ç, §Ó§í§ñ§Ó§Ý§Ö§ß§ß§í§Ö §Ó §ç§à§Õ§Ö §Ú§ç §â§Ñ§ã§ã§Þ§à§ä§â§Ö§ß§Ú§ñ ? §²§Ñ§Ù§â§Ñ§Ò§à§ä§Ñ§ß§í §á§à§Ü§Ñ§Ù§Ñ§ä§Ö§Ý§Ú §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó, §Ü§à§ä§à§â§í§Ö §Ú§ã§á§à§Ý§î§Ù§å§ð§ä§ã§ñ §Õ§Ý§ñ §à§è§Ö§ß§Ü§Ú §â§Ñ§Ò§à§ä§í §á§à§Õ§â§Ñ§Ù§Õ§Ö§Ý§Ö§ß§Ú§Û §Ú §Þ§à§ä§Ú§Ó§Ñ§è§Ú§Ú. ? §²§Ñ§Ù§â§Ñ§Ò§à§ä§Ñ§ß§í §â§Ö§Ô§Ý§Ñ§Þ§Ö§ß§ä§í §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó, §á§à §Ü§à§ä§à§â§í§Þ §Þ§à§Ø§ß§à §à§Ò§å§é§Ñ§ä§î §ß§à§Ó§í§ç §ã§à§ä§â§å§Õ§ß§Ú§Ü§à§Ó ? §³§à§ä§â§å§Õ§ß§Ú§Ü§Ú §©§Ñ§Ü§Ñ§Ù§é§Ú§Ü§Ñ §à§Ò§å§é§Ö§ß§í §Ú §Þ§à§Ô§å§ä §à§á§Ú§ã§í§Ó§Ñ§ä§î §Ú §á§â§à§Ó§à§Õ§Ú§ä§î §Ñ§ß§Ñ§Ý§Ú§Ù §á§â§à§Ò§Ý§Ö§Þ §Ò§Ú§Ù§ß§Ö§ã-§á§â§à§è§Ö§ã§ã§à§Ó §ã§Ñ§Þ§à§ã§ä§à§ñ§ä§Ö§Ý§î§ß§à ? §³§à§ä§â§å§Õ§ß§Ú§Ü§Ú §©§Ñ§Ü§Ñ§Ù§é§Ú§Ü§Ñ §å§Þ§Ö§ð§ä §â§Ñ§Ò§à§ä§Ñ§ä§î §Ó §â§Ñ§Ò§à§é§Ö§Û §Ô§â§å§á§á§Ö §Ú §à§â§Ô§Ñ§ß§Ú§Ù§à§Ó§í§Ó§Ñ§ä§î §Ó§ß§Ö§Õ§â§Ö§ß§Ú§Ö §Ú§Ù§Þ§Ö§ß§Ö§ß§Ú§Û
- 33. §³§ä§Ñ§ß§Õ§Ñ§â§ä§í §Þ§Ö§ß§Ö§Õ§Ø§Þ§Ö§ß§ä§Ñ §Ü§Ñ§é§Ö§ã§ä§Ó§Ñ ? §°§ã§ß§à§Ó§ß§í§Ö §ã§ä§Ñ§ß§Õ§Ñ§â§ä§í §ã§Ö§â§Ú§Ú ISO 9000 ¨C ISO 9000 ?§³§Ú§ã§ä§Ö§Þ§í §Þ§Ö§ß§Ö§Õ§Ø§Þ§Ö§ß§ä§Ñ §Ü§Ñ§é§Ö§ã§ä§Ó§Ñ. §°§ã§ß§à§Ó§ß§í§Ö §á§â§Ú§ß§è§Ú§á§í §Ú §ã§Ý§à§Ó§Ñ§â§î?. ¨C ISO 9001 ?§³§Ú§ã§ä§Ö§Þ§í §Þ§Ö§ß§Ö§Õ§Ø§Þ§Ö§ß§ä§Ñ §Ü§Ñ§é§Ö§ã§ä§Ó§Ñ. §´§â§Ö§Ò§à§Ó§Ñ§ß§Ú§ñ? - §Ú§ã§á§à§Ý§î§Ù§å§Ö§ä§ã§ñ §Õ§Ý§ñ §è§Ö§Ý§Ö§Û §ã§Ö§â§ä§Ú§æ§Ú§Ü§Ñ§è§Ú§Ú §³§®§¬. ISO 9004 ?§³§Ú§ã§ä§Ö§Þ§í §Þ§Ö§ß§Ö§Õ§Ø§Þ§Ö§ß§ä§Ñ §Ü§Ñ§é§Ö§ã§ä§Ó§Ñ. §²§å§Ü§à§Ó§à§Õ§ñ§ë§Ú§Ö §å§Ü§Ñ§Ù§Ñ§ß§Ú§ñ §á§à §å§Ý§å§é§ê§Ö§ß§Ú§ð §Ü§Ñ§é§Ö§ã§ä§Ó§Ñ? - §Ú§ã§á§à§Ý§î§Ù§å§Ö§ä§ã§ñ §Õ§Ý§ñ §è§Ö§Ý§Ö§Û §å§Ý§å§é§ê§Ö§ß§Ú§ñ §³§®§¬. ? §¥§à§á§à§Ý§ß§Ú§ä§Ö§Ý§î§ß§í§Ö §ã§ä§Ñ§ß§Õ§Ñ§â§ä§í, §á§â§Ú§Þ§Ö§ß§ñ§Ö§Þ§í§Ö §á§â§Ú §á§à§ã§ä§â§à§Ö§ß§Ú§Ú §Ú §æ§å§ß§Ü§è§Ú§à§ß§Ú§â§à§Ó§Ñ§ß§Ú§Ú §³§®§¬ §á§à ISO 9000 ¨C ISO 19011 ?§²§å§Ü§à§Ó§à§Õ§ñ§ë§Ú§Ö §å§Ü§Ñ§Ù§Ñ§ß§Ú§ñ §á§à §Ñ§å§Õ§Ú§ä§å §ã§Ú§ã§ä§Ö§Þ §Þ§Ö§ß§Ö§Õ§Ø§Þ§Ö§ß§ä§Ñ §Ü§Ñ§é§Ö§ã§ä§Ó§Ñ §Ú/§Ú§Ý§Ú §ã§Ú§ã§ä§Ö§Þ §ï§Ü§à§Ý§à§Ô§Ú§é§Ö§ã§Ü§à§Ô§à §Þ§Ö§ß§Ö§Õ§Ø§Þ§Ö§ß§ä§Ñ?. ¨C ISO 10013 ?§²§Ö§Ü§à§Þ§Ö§ß§Õ§Ñ§è§Ú§Ú §á§à §Õ§à§Ü§å§Þ§Ö§ß§ä§Ú§â§à§Ó§Ñ§ß§Ú§ð §ã§Ú§ã§ä§Ö§Þ §Þ§Ö§ß§Ö§Õ§Ø§Þ§Ö§ß§ä§Ñ §Ü§Ñ§é§Ö§ã§ä§Ó§Ñ?. ¨C ISO 10014 ?§²§å§Ü§à§Ó§à§Õ§ñ§ë§Ú§Ö §å§Ü§Ñ§Ù§Ñ§ß§Ú§ñ §á§à §Õ§à§ã§ä§Ú§Ø§Ö§ß§Ú§ð §ï§Ü§à§ß§à§Þ§Ú§é§Ö§ã§Ü§à§Ô§à §ï§æ§æ§Ö§Ü§ä§Ñ §Ó §ã§Ú§ã§ä§Ö§Þ§Ö §Þ§Ö§ß§Ö§Õ§Ø§Þ§Ö§ß§ä§Ñ §Ü§Ñ§é§Ö§ã§ä§Ó§Ñ? ¨C ISO 10005 ?§²§å§Ü§à§Ó§à§Õ§ñ§ë§Ú§Ö §å§Ü§Ñ§Ù§Ñ§ß§Ú§ñ §á§à §á§Ý§Ñ§ß§Ú§â§à§Ó§Ñ§ß§Ú§ð §Ü§Ñ§é§Ö§ã§ä§Ó§Ñ
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