‫‪WWW.SERVICECHAIN.

IR‬‬ ‫ﻣﻮﺿﻮﻉ‪ :‬ﻣﺪﻳﺮﻳﺖ ﺯﻧﺠﻴﺮﻩ ﺧﺪﻣﺎﺕ‪/‬ﻋﻤﻮﻣﻲ‬

‫ﺭﻭﻧﺪﻫﺎﻱ ﮐﺴﺐ ﻭ ﮐﺎﺭ ﺩﺭ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ‬

‫‪.IR‬‬
‫ﻛﻠﻤﺎﺕ ﻛﻠﻴﺪﻱ‪ :‬ﺭﻭﻧﺪ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ‬

‫ﺭﺷﺪ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ ﺑﻪ ﺍﻧﺪﺍﺯﻩ ﺍﻳﻲ ﺑﻮﺩﻩ ﺍﺳﺖ ﮐﻪ ﺩﺭ ﺑﺮﺧﻲ ﺍﺯ ﻣﺤﻴﻂ ﻫﺎﻱ ﮐﺴﺐ ﻭ ﮐﺎﺭ ﺑﻪ ﺑﺰﺭﮔﺘﺮﻳﻦ ﻣﺮﮐﺰ‬
‫ﺳﻮﺩ ﺗﺒﺪﻳﻞ ﺷﺪﻩ ﺍﺳﺖ‪.‬ﻣﻄﺎﻟﻌﺎﺕ ﻣﺘﻌﺪﺩ ﺁﺷﮑﺎﺭ ﺳﺎﺧﺘﻪ ﺍﻧﺪ ﮐﻪ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ ﭼﻪ ﺍﺯ ﺟﻨﺒﻪ ﺣﺠﻢ ﻋﻤﻠﻴﺎﺕ ﻭ‬

‫‪N‬‬
‫ﭼﻪ ﺍﺯ ﻧﻈﺮ ﺳﻬﻢ ﺩﺭﺁﻣﺪﻱ ﺷﺮﮐﺘﻬﺎ‪ ،‬ﺭﺷﺪ ﺩﺍﺷﺘﻪ ﺍﺳﺖ‪.‬ﮔﺮﻭﻩ ﻣﻄﺎﻟﻌﺎﺗﻲ ﺁﺑﺮﺩﻳﻦ)‪ ، (Aberdeen group‬ﺍﺭﺯﺵ‬

‫‪AI‬‬
‫ﮐﺴﺐ ﻭ ﮐﺎﺭ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ ﺭﺍ ﺑﻴﺶ ﺍﺯ ‪ 1500‬ﺑﻴﻠﻴﻮﻥ ﺩﻻﺭ ﺩﺭﺳﻄﺢ ﺩﻧﻴﺎ ﺗﺨﻤﻴﻦ ﻣﻲ ﺯﻧﺪ‬
‫)‪.(Vigoroso,2003‬ﺩﺭ ﺳﺎﻝ ‪ 2005‬ﻣﻮﺳﺴﻪ ﻣﮏ ﮐﻴﻨﺰﻱ‪ ،‬ﮐﺴﺐ ﻭ ﮐﺎﺭ ﺗﺎﻣﻴﻦ ﻗﻄﻌﺎﺕ ﻳﺪﮐﻲ ﺗﻮﺳﻂ ﺷﺮﮐﺘﻬﺎﻱ‬

‫‪H‬‬
‫ﻏﻴﺮ ﺍﺯ ﺷﺮﮐﺖ ﺍﺻﻠﻲ)‪ (Aftemarket Part‬ﺭﺍ ﺩﺭ ﺣﺪﻭﺩ ‪ 400‬ﺑﻴﻠﻴﻮﻥ ﺩﻻﺭ ﺑﺮﺁﻭﺭﺩ ﻣﻲ ﻧﻤﺎﻳﺪ ) ‪Gallagher‬‬
‫‪ .(et al 2005‬ﺩﺭ ﺳﺎﻝ ‪ 2006‬ﻣﻮﺳﺴﻪ ‪ SAS‬ﺳﻬﻢ ﺑﺎﺯﺍﺭ ﺗﺎﻣﻴﻦ ﻗﻄﻌﺎﺕ ﻳﺪﮐﻲ ﻭ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ ﺍﺯ ﺗﻮﻟﻴﺪ‬

‫‪EC‬‬
‫ﻧﺎﺧﺎﻟﺺ ﻣﻠﻲ ﺍﻣﺮﻳﮑﺎ ﺭﺍ ‪ 8%‬ﺑﺮﺁﻭﺭﺩ ﮐﺮﺩﻩ ﺍﺳﺖ)‪ .(SAS2006‬ﻣﻮﺳﺴﻪ ﺑﻠﻮﻣﺒﺮﮒ ﺭﺷﺪ ﺳﺎﻻﻧﻪ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ‬
‫‪ 14.9%‬ﺩﺭ ﺍﻳﻼﺕ ﻣﺘﺤﺪﻩ ﻭ ‪ 15.8%‬ﺩﺭ ﺳﻄﺢ ﺩﻧﻴﺎ ﻣﻲ ﺑﺎﺷﺪ‪ (Amini et al 2005).‬ﮔﺮﻭﻩ ﻓﺎﺭﺳﺘﺮ ﭘﻴﺶ ﺑﻴﻨﻲ‬
‫ﮐﺮﺩﻩ ﺍﺳﺖ ﮐﻪ ﺗﺎ ﺳﺎﻝ ‪ ، 2012‬ﺧﺪﻣﺎﺕ ﮔﻮﻱ ﺳﺒﻘﺖ ﺭﺍ ﺍﺯ ﻣﺤﺼﻮﻻﺕ ﺩﺭ ﺑﺪﺳﺖ ﺁﻭﺭﺩﻥ ﻋﻨﻮﺍﻥ ﻣﻬﻤﺘﺮﻳﻦ ﻣﻨﺒﻊ‬
‫‪C‬‬
‫ﺩﺭﺍﻣﺪ ﺷﺮﮐﺘﻬﺎﻱ ﺗﻮﻟﻴﺪﻱ ﺧﻮﺍﻫﺪ ﺭﺑﻮﺩ)‪. (BearingPoint, 2004‬ﻳﮏ ﺑﺮﺭﺳﻲ ﺻﻮﺭﺕ ﮔﺮﻓﺘﻪ ﺗﻮﺳﻂ ﻣﻮﺳﺴﻪ‬
‫‪ BearingPoint‬ﻧﺸﺎﻥ ﻣﻲ ﺩﻫﺪ ‪ 38%‬ﺷﺮﮐﺘﻬﺎﻱ ﻣﻄﺎﻟﻌﻪ ﺷﺪﻩ‪ ،‬ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ ﺭﺍ ﺑﻪ ﻋﻨﻮﺍﻥ ﻳﮏ ﻣﺮﮐﺰ‬
‫‪VI‬‬

‫ﺳﻮﺩ ﻣﻮﺭﺩ ﺗﻮﺟﻪ ﻗﺮﺍﺭ ﺩﺍﺩﻩ ﺍﻧﺪ‪.‬ﺩﺭ ﺍﻳﻦ ﻣﻴﺎﻥ ﺷﺮﻛﺖ ﻣﺘﻌﻠﻖ ﺑﻪ ﺻﻨﺎﻳﻊ ﺗﺠﻬﻴﺰﺍﺕ ﺳﺮﻣﺎﻳﻪ ﺍﻳﻲ) ‪capital‬‬
‫‪ ،(equipment‬ﺧﻮﺩﺭﻭ)‪ (automotive‬ﻭ ﺗﮑﻨﻮﻟﻮﮊﻳﻬﺎﻱ ﺑﺮﺗﺮ)‪ ، (hi-tech‬ﻛﻪ ﺗﺸﻜﻴﻞ ﺩﻫﻨﺪﻩ ‪ 40‬ﺗﺎ ‪50‬‬
‫‪ER‬‬

‫ﺩﺭﺻﺪ ﺍﺯ ﺍﻳﻦ ﺷﺮﻛﺘﻬﺎ ﻣﻲ ﺑﺎﺷﻨﺪ ‪ ،‬ﺩﺭ ﺍﻳﻦ ﺯﻣﻴﻨﻪ ﭘﻴﺸﺮﻭ ﻣﻲ ﺑﺎﺷﻨﺪ‪.‬‬

‫ﺍﺯ ﺟﻨﺒﻪ ﺍﻳﺠﺎﺩ ﺍﺭﺯﺵ ﺍﻓﺰﻭﺩﻩ ﺑﺮﺍﻱ ﻣﺸﺘﺮﻳﺎﻥ ﺍﺯ ﻃﺮﻳﻖ ﺍﺭﺍﺋﻪ ﺧﺪﻣﺎﺕ‪ ،‬ﻣﻄﺎﻟﻌﺎﺕ ﺍﻧﺠﺎﻡ ﺷﺪﻩ ﺗﻮﺳﻂ ﮔﺮﻭﻩ‬
‫‪.S‬‬

‫‪ FiveTwelve‬ﺭﻭﻱ ﺗﻮﻟﻴﺪﮐﻨﻨﺪﮔﺎﻥ ﻣﺎﺷﻴﻦ ﺁﻻﺕ ﺁﻣﺮﻳﮑﺎﻱ ﺷﻤﺎﻟﻲ‪ ،‬ﻧﺸﺎﻥ ﻣﻲ ﺩﻫﺪ ﮐﻪ ﺍﻳﻦ ﺷﺮﮐﺘﻬﺎ ﺟﻬﺖ‬
‫ﺣﻔﻆ ﺑﺎﺯﺍﺭ ﺧﻮﺩ ﺩﺭ ﺑﺮﺍﺑﺮ ﺭﻗﺒﺎ ﺑﺮ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ ﺗﮑﻴﻪ ﺩﺍﺭﻧﺪ‪.‬ﺍﺯ ﺳﻮﻱ ﺩﻳﮕﺮ ‪ 2008 Kilpi‬ﮔﺰﺍﺭﺵ ﮐﺮﺩﻩ‬
‫‪W‬‬

‫ﺍﺳﺖ ﮐﻪ ﺑﺴﻴﺎﺭﻱ ﺍﺯ ﺗﻮﻟﻴﺪﮐﻨﻨﺪﮔﺎﻥ ﺗﺠﻬﻴﺰﺍﺕ ﺍﺻﻠﻲ ﻫﻮﺍﭘﻴﻤﺎ)‪ (OEMs‬ﺑﻪ ﻣﻨﻈﻮﺭ ﺑﺪﺳﺖ ﺁﻭﺭﺩﻥ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ‬
‫ﻓﺮﻭﺵ ﺧﻄﻮﻁ ﻫﻮﺍﭘﻴﻤﺎﻳﻲ ‪ ،‬ﻣﺤﺼﻮﻻﺕ ﺧﻮﺩ ﺭﺍ ﺑﺎ ﻗﻴﻤﺖ ﻫﺎﻱ ﭘﺎﻳﻨﺘﺮ ﻋﺮﺿﻪ ﻣﻲ ﻧﻤﺎﻳﻨﺪ‪.‬‬
‫‪W‬‬

‫ﻋﺎﻣﻞ ﺍﻧﮕﻴﺰﺍﻧﻨﺪﻩ ﺷﺮﮐﺘﻬﺎ ﺩﺭ ﺍﺳﺘﻔﺎﺩﻩ ﺍﺯ ﺍﺭﺍﺋﻪ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ ﺑﻪ ﻣﻨﻈﻮﺭ ﺍﻳﺠﺎﺩ ﺍﺭﺯﺵ ﺍﻓﺰﻭﺩﻩ ‪ ،‬ﺧﻮﺍﻩ ﻧﺎﺷﻲ ﺍﺯ‬
‫ﺳﻮﺩ ﺩﻫﻲ ﺁﻥ ﻭ ﻳﺎ ﻣﻘﺎﺑﻠﻪ ﺑﺎ ﺭﻗﺒﺎ ﻭ ﻳﺎ ﻣﺤﺪﻭﺩﻳﺘﻬﺎﻱ ﺑﺎﺯﺍﺭ ﺑﺎﺷﺪ‪ ،‬ﺗﺤﻘﻴﻘﺎﺕ ﻣﺤﻘﻘﺎﻥ ﻭ ﺩﺍﻧﺸﻤﻨﺪﺍﻥ ﺑﺮ ﺭﻭﺷﻬﺎﻱ ﮐﺴﺐ ﻭ‬
‫‪W‬‬

‫ﮐﺎﺭﻱ ﺗﻮﺍﻓﻖ ﺩﺍﺭﻧﺪ ﮐﻪ ﺍﻳﺠﺎﺩ ﺍﺭﺯﺵ ﺍﻓﺰﻭﺩﻩ ﺍﺯ ﻃﺮﻳﻖ ﺍﺭﺍﺋﻪ ﺧﺪﻣﺎﺕ ﺭﺍ ﺗﺴﻬﻴﻞ ﻣﻲ ﻧﻤﺎﻳﻨﺪ‪.‬ﺍﻳﻦ ﺭﻭﺷﻬﺎ ﺩﺭ ﺟﺪﻭﻝ ‪1.1‬‬

‫‪DOCID:7‬‬
 ‫ﻣﺸﺨﺺ ﺷﺪﻩ ﺍﻧﺪ‪.‬ﺷﻨﺎﺧﺖ ﻧﻴﺎﺯﻫﺎﻱ ﻣﺸﺘﺮﻱ‪ ،‬ﺑﺨﺶ ﺑﻨﺪﻱ ﺻﺤﻴﺢ ﺧﺪﻣﺎﺕ ﻗﺎﺑﻞ ﺍﺭﺍﺋﻪ ﻭ ﺍﺭﺍﺋﻪ ﺧﺪﻣﺎﺕ ﻣﻄﺎﺑﻖ ﺑﺎ‬
‫ﻧﻴﺎﺯﻫﺎﻱ ﻣﺸﺘﺮﻱ ﺍﺯ ﺟﻤﻠﻪ ﻣﻬﻤﺘﺮﻳﻦ ﻋﻮﺍﻣﻞ ﻣﻮﻓﻘﻴﺖ ﺩﺭ ﺳﻮﺩﺁﻭﺭﻱ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ ﻣﻲ ﺑﺎﺷﻨﺪ‪.‬ﺩﻳﮕﺮ ﻋﻮﺍﻣﻞ‬

‫‪.IR‬‬
‫ﻣﻮﺛﺮ ﻋﺒﺎﺭﺗﻨﺪ ﺍﺯ‪ :‬ﺍﺳﺘﻔﺎﺩﻩ ﻣﻮﺛﺮ ﺍﺯ ﺗﮑﻨﻮﻟﻮﮊﻱ‪ ،‬ﺍﻧﺪﺍﺯﻩ ﮔﻴﺮﻱ ﻋﻤﻠﮑﺮﺩ ﺧﺪﻣﺎﺕ ﻭ ﺳﻴﺎﺳﺘﻬﺎﻱ ﻗﻴﻤﺖ ﮔﺬﺍﺭﻱ ﻣﻨﺎﺳﺐ‪.‬‬

‫‪N‬‬
‫‪AI‬‬
‫‪H‬‬
‫‪EC‬‬
‫‪C‬‬
‫ﺍﺑﻌﺎﺩ ﺗﺸﺮﺡ ﺷﺪﻩ ﺩﺭ ﺟﺪﻭﻝ ‪ 1.1‬ﺗﻔﺎﻭﺗﻬﺎﻱ ﺍﺳﺎﺳﻲ ﺑﻴﻦ ﺷﺮﮐﺘﻬﺎﻳﻲ ﮐﻪ ﻓﻌﺎﻟﻴﺖ ﺍﺻﻠﻴﺸﺎﻥ ﻣﺤﺪﻭﺩ ﺑﻪ ﻓﺮﻭﺵ‬
‫‪VI‬‬

‫ﻣﺤﺼﻮﻻﺕ ﻣﻲ ﺑﺎﺷﺪ ﺑﺎ ﺷﺮﮐﺘﻬﺎﻱ ﻓﻌﺎﻝ ﺩﺭ ﺍﺭﺍﺋﻪ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ ﺑﻪ ﻣﺤﺼﻮﻻﺕ ﻧﺼﺐ ﺷﺪﻩ ﺭﺍ ﺑﻴﺎﻥ ﻣﻲ‬
‫ﻧﻤﺎﻳﺪ‪.‬ﺷﺮﮐﺘﻬﺎﻱ ﺩﺳﺘﻪ ﺍﻭﻝ ﺑﺮ ﺍﺳﺎﺱ ﺍﻳﻨﮑﻪ ﺑﻪ ﭼﻪ ﻣﻴﺰﺍﻥ ﻭ ﺑﻪ ﭼﻪ ﻣﺪﺕ ﻣﺤﺼﻮﻻﺕ ﺍﺭﺍﺋﻪ ﺷﺪﻩ ﺁﻧﻬﺎ ﻣﻲ ﺗﻮﺍﻧﺪ ﺍﻫﺪﺍﻑ‬
‫‪ER‬‬

‫ﮐﺎﺭﮐﺮﺩﻳﺸﺎﻥ ﺭﺍ ﺑﺮﺁﻭﺭﺩﻩ ﺳﺎﺯﻧﺪ‪ ،‬ﻣﻮﺭﺩ ﻗﻀﺎﻭﺕ ﻗﺮﺍﺭ ﻣﻲ ﮔﻴﺮﻧﺪ‪.‬ﺍﻣﺎ ﺷﺮﮐﺘﻬﺎﻱ ﺍﺭﺍﺋﻪ ﮐﻨﻨﺪﻩ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ‪،‬‬
‫ﺯﻣﺎﻧﻲ ﺑﺮﺍﻱ ﻣﺸﺘﺮﻳﺎﻥ ﺍﺭﺯﺷﻤﻨﺪ ﺧﻮﺍﻫﻨﺪ ﺑﻮﺩ ﮐﻪ ﻗﺎﺩﺭ ﺑﺎﺷﻨﺪ ﺑﺎ ﻋﻤﻠﮑﺮﺩﺷﺎﻥ ﺑﻴﺸﺘﺮﻳﻦ ﺑﻬﺮﻩ ﺑﺮﺩﺍﺭﻱ ﺍﺯﻣﻨﺎﺑﻊ ﺩﺭ‬
‫ﺩﺳﺘﺮﺱ ﺭﺍ ﺑﺮﺍﻱ ﻣﺸﺘﺮﻳﺎﻥ ﺧﻮﺩ ﺑﻮﺟﻮﺩ ﺁﻭﺭﻧﺪ‪.‬ﻟﺬﺍ ﺷﺮﮐﺘﻬﺎﻱ ﺍﺭﺍﺋﻪ ﮐﻨﻨﺪ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ ﺑﻪ ﺷﻨﺎﺧﺖ ﻋﻤﻴﻖ ﻭ‬
‫‪.S‬‬

‫ﺩﻗﻴﻖ ﺍﺯ ﺭﻓﺘﺎﺭﻫﺎ‪ ،‬ﻧﮕﺮﺵ ﻫﺎ‪ ،‬ﺭﻭﺷﻬﺎ‪ ،‬ﻓﺮﺍﻳﻨﺪﻫﺎ ‪ ،‬ﺳﺎﺧﺘﺎﺭ ﻭ ﻓﻌﺎﻟﻴﺘﻬﺎﻱ ﻣﺸﺘﺮﻳﺎﻥ ﺧﻮﺩ ﺩﺍﺭﻧﺪ‪.‬‬
‫‪W‬‬
‫‪WWW.SERVICECHAIN.IR‬‬
‫‪W‬‬
‫‪W‬‬

‫‪2‬‬
 ‫‪WWW.SERVICECHAIN.IR‬‬ ‫ﻣﻮﺿﻮﻉ‪ :‬ﻣﺪﻳﺮﻳﺖ ﺯﻧﺠﻴﺮﻩ ﺧﺪﻣﺎﺕ‪/‬ﻋﻤﻮﻣﻲ‬

‫ﺗﻔﺎﻭﺗﻬﺎﻱ ﺑﻴﻦ ﮐﺴﺐ ﻭ ﮐﺎﺭ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ ﻭ ﮐﺴﺐ ﻭﮐﺎﺭ ﺯﻧﺠﻴﺮﻩ‬

‫‪.IR‬‬
‫ﺗﺎﻣﻴﻦ ﺗﻮﻟﻴﺪ‬
‫ﻛﻠﻤﺎﺕ ﻛﻠﻴﺪﻱ‪ :‬ﺯﻧﺠﻴﺮﻩ ﺗﺎﻣﻴﻦ ﺧﺪﻣﺎﺕ ‪ ،‬ﺯﻧﺠﻴﺮﻩ ﺗﺎﻣﻴﻦ ﺗﻮﻟﻴﺪ‬

‫‪N‬‬
‫ﻧﺘﻴﺠﻪ ﻣﻄﺎﻟﻌﺎﺕ ﻣﺤﻘﻘﺎﻥ ﻣﺨﺘﻠﻒ ﺁﺷﮑﺎﺭ ﺳﺎﺧﺘﻪ ﺍﺳﺖ ﮐﻪ ﻣﺤﻴﻂ ﮐﺴﺐ ﻭ ﮐﺎﺭ ﺧﺪﻣﺎﺕ ﺑﺴﻴﺎﺭ ﻣﺘﻔﺎﻭﺕ ﺍﺯ ﻣﺤﻴﻂ‬
‫ﮐﺴﺐ ﻭ ﮐﺎﺭ ﻫﺎﻱ ﺯﻧﺠﻴﺮﻩ ﺗﻮﻟﻴﺪ ﮐﻼﺳﻴﮏ ﻭ ﻳﺎ ﺧﺮﺩﻩ ﻓﺮﻭﺷﻲ ﻣﻲ ﺑﺎﺷﺪ‪,Snitkin, 2004;).‬‬

‫‪AI‬‬
‫‪.(Cohen, 2009; Cohen et al., 2006; Oliva and Kallenberg, 2003‬‬

‫ﺩﺭ ﺟﺪﻭﻝ ‪، ۲.۲‬ﺗﻔﺎﻭﺗﻬﺎﻱ ﺑﻴﻦ ﮐﺴﺐ ﻭ ﮐﺎﺭ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ ﻭ ﮐﺴﺐ ﻭﮐﺎﺭ ﺯﻧﺠﻴﺮﻩ ﺗﺎﻣﻴﻦ ﺗﻮﻟﻴﺪ ﮐﻼﺳﻴﮏ ﺑﻪ‬

‫‪H‬‬
‫ﺻﻮﺭﺕ ﺧﻼﺻﻪ ﺁﻣﺪﻩ ﺍﺳﺖ‪ .‬ﺣﺮﮐﺖ ﺁﺭﺍﻡ ﻭ ﺗﻘﺎﺿﺎ ﻫﺎﻱ ﮔﺎﻩ ﺑﻪ ﮔﺎﻩ‪،‬ﭘﺎﺳﺨﮕﻮﻳﻲ ﺳﺮﻳﻊ ﺑﻪ ﺗﻘﺎﺿﺎ ﻫﺎ‪،‬ﻣﺸﺘﺮﻳﺎﻥ‬
‫ﻧﺎﻫﻤﮕﻮﻥ‪،‬ﮔﺮﺩﺵ ﮐﺎﻻﻱ ﮐﻢ ‪ ،‬ﻭﻳﮋﮔﻴﻬﺎﻳﻲ ﻫﺴﺘﻨﺪ ﮐﻪ ﺩﺭ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ ﻣﻌﻤﻮﻻ ﻣﺸﺎﻫﺪ ﻣﻲ ﺷﻮﻧﺪ‪.‬ﺑﻪ ﻫﻤﻴﻦ‬
‫‪EC‬‬
‫ﺗﺮﺗﻴﺐ ﻧﻴﺎﺯﻣﻨﺪﻳﻬﺎﻱ ﺳﻴﺘﻤﻬﺎﻱ ﺍﻃﻼﻋﺎﺗﻲ ﻣﻮﺭﺩ ﻧﻴﺎﺯ ﺟﻬﺖ ﻣﺪﻳﺮﻳﺖ ﻋﻤﻠﻴﺎﺕ ﺧﺪﻣﺎﺕ ﭘﺲ ﺍﺯ ﻓﺮﻭﺵ ﻣﺘﻔﺎﻭﺕ ﻣﻲ‬
‫ﺑﺎﺷﻨﺪ‪.‬‬
‫‪C‬‬
‫‪VI‬‬
‫‪ER‬‬
‫‪.S‬‬
‫‪W‬‬
‫‪W‬‬
‫‪W‬‬

‫‪DOCID:8‬‬