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‫ﻧﺗوﺟﮫ ﺑﺎﻟﺷﻛر ﻟرﻋﺎة ﻧﻣوذج اﻟﺗﻣﯾز ‪EFQM‬‬
‫اﻟﻧﺳﺧﺔ اﻟﻌرﺑﯾﺔ‬

‫اﻟﻧﺳﺧﺔ اﻟﻌرﺑﯾﺔ ﻣن ﻧﻣوذج اﻟﺗﻣﯾز ﻣﻘدﻣﺔ ﻟﻛم ﻣن ﺧﻼل‪:‬‬

‫‪©EFQM2012 – For personal and intra-company use only - Not for commercial use.‬‬
© EFQM 2012
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 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ


αήϬϔϟ΍
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2 ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟΎΑ ιΎΨϟ΍ ΝΫϮϤϨϟ΍

5 ΰϴϤΘϠϟΔϴγΎγϷ΍ϢϴϫΎϔϤϟ΍
5 ϦϴϠϣΎόΘϤϟ΍΢ϟΎμϟΔϤϴϗΔϓΎο·
6 ϡ΍ΪΘδϣϞΒϘΘδϣ˯ΎϨΑ
6 ΔϴδγΆϤϟ΍ΓέΪϘϟ΍ΔϴϤϨΗ
7 έΎϜΘΑϹ΍ϭ ω΍ΪΑϹ΍ήϴΨδΗ
7 Δϫ΍ΰϧϭϡΎϬϟ·ϭΎϳ΅έϝϼΧϦϣΓΩΎϴϘϟ΍
8 ήϴϴϐΘϟ΍ϊϣϒϴϜΘϟ΍ΔϋήγϭΓ˯ΎϔϜϟΎΑΓέ΍ΩϹ΍
8 ϦϴϠϣΎόϟ΍Ε΍έΪϗϭΐϫ΍ϮϣϝϼΧϦϣΡΎΠϨϟ΍
9 ΓήϫΎΒϟ΍Ξ΋ΎΘϨϟ΍Δϣ΍ΪΘγ΍
10 ήϴϳΎόϤϟ΍
11 ΓΩΎϴϘϟ΍ .1
13 ΔϴΠϴΗ΍ήΘγϹ΍ .2
15 ϥϮϠϣΎόϟ΍ .3
17 Ωέ΍ϮϤϟ΍ϭΕΎϛ΍ήθϟ΍ .4
19 ΕΎϣΪΨϟ΍ϭΕΎΠΘϨϤϟ΍ϭΕΎϴϠϤόϟ΍ .5
21 ϦϴϠϣΎόΘϤϟ΍Ξ΋ΎΘϧ .6
22 ϦϴϠϣΎόϟ΍Ξ΋ΎΘϧ .7
23 ϊϤΘΠϤϟ΍Ξ΋ΎΘϧ .8
24 ϝΎϤϋϷ΍Ξ΋ΎΘϧ .9
25 ήϴϳΎόϤϟ΍ϊϣΔϴγΎγϷ΍ϢϴϫΎϔϤϟ΍ϢϏΎϨΗϭϞϣΎϜΗ
26 RADARέ΍Ω΍έ ϖτϨϣ
30 ΓΩϮΠϟ΍ Γέ΍ΩϹ ΔϴΑϭέϭϷ΍ ΔδγΆϤϟΎΑ ΰϴϤΘϟ΍ ΝΫϮϤϨϟ ΕΎΟέΪϟ΍ ϊοϭ
31 ΕΎΤϠτμϤϟ΍
34 ήϳΪϘΗϭήϜη

©EFQM2012 – For personal and intra-company use only - Not for commercial use.
 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ


2013 ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟΎΑιΎΨϟ΍ΝΫϮϤϨϟ΍
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ΰϴϤΘϟ΍ΝΫϮϤϧΎϬϴϠϋ ϲϨΑ ϲΘϟ΍ βγϷ΍

ΕΩέϭ ϲΘϟ΍ΔϴΑϭέϭϷ΍ϑ΍ήϋϷ΍ϭΉΩΎΒϤϟ΍ϦϣΔϣΰΣ ϰϠϋ ˱΍ΩΎϤΘϋ΍ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟΎΑιΎΨϟ΍ΝΫϮϤϨϟ΍ ˯ΎϨΑ ϢΗ
ϝΪόϤϟ΍ϰΑϭέϭϷ΍ϲϋΎϤΘΟϹ΍ϕΎΜϴϤϟ΍ ϲϓ Ύπϳ΃ΕΩέϭ ϲΘϟ΍ϭ ˬ(1953)ϡΎόϠϟϥΎδϧϹ΍ϕϮϘΤϟ ϲΑϭέϭϷ΍ ϕΎΜϴϤϟ΍ ϲϓΓήϣϝϭϷ
ΔϣΎϋΉΩΎΒϤϛΎϬϴϨΒΘΑ΍ϮϣΎϗ ΚϴΣϲΑϭέϭϷ΍βϠΠϤϟΎΑ ˱΍ϮπϋϦϴόΑέ΃ϭΔόΒγ ϞΒϗ Ϧϣ ϕΎΜϴϤϟ΍΍άϫϰϠϋϖϳΪμΘϟ΍ ϢΗ .1996ϡΎόϠϟ
.ΔϴϨρϮϟ΍ ϢϬΗΎόϳήθΗ ϲϓ

ϲϓΔϘΒτϣΎϬϧ΃ν΍ήΘϓΎΑϥΎδϧϹ΍ϕϮϘΤΑΔλΎΨϟ΍ϑ΍ήϋϷ΍ϭ ΉΩΎΒϤϟ΍ϩάϫϰϠϋ ˱΍ΩΎϤΘϋ΍ΰϴϤΘϠϟΔϴγΎγϷ΍ϢϴϫΎϔϤϟ΍ΔϏΎϴλΖϤΗϭ

.ϢϟΎόϟ΍˯ΎΤϧ΃ϊϴϤΟ

ΔϴϟϭΪϟ΍ΔϤψϨϤϟ΍ΖϣΎϗ ˬΓΪΤΘϤϟ΍ϢϣϷ΍ΔϤψϨϤϟ Δπϳήόϟ΍ ϑ΍ΪϫϷ΍ϢϋΩ ϲϓ ϝΎϤϋϷ΍ϊϤΘΠϣ ϪΒόϠϳ ϥ΃ϦϜϤϳ ϯάϟ΍έϭΪϟ΍ Ϧϣ ˱ Ύϗϼτϧ΍ϭ

ΎϬϘϴΒτΗϭΉΩΎΒϤϟ΍ϩάϫϊϣϲΑΎΠϳϹ΍ϞϋΎϔΘϟ΍ ϰϠϋΕΎδγΆϤϟ΍ΓέΩΎΒϤϟ΍ϩάϫ ΖόΠη ."2000 ΖϛΎΒϣϮϛϝΎΑϮϠΟ" ΓέΩΎΒϣϕϼρΈΑ
ϦϣΪϳΪόϟ΍ϥ΃ Ϧϣ ϢϏήϟΎΑϭ .ϢϟΎόϟ΍ ϲϓΎϫάϴϔϨΗϢΗΎϤϨϳ΃ ϝΎϤϋϸϟΔϘΤϟ΍ΔϴόϤΘΠϤϟ΍ ΔϴϟϭΆδϤϟ΍ϭΔϣ΍ΪΘγϺϟΔϣΎϋΉΩΎΒϣΓήθϋ ϲϫϭ
ΎϬϴϟ· ΓέΎηϹ΍ ΖϤΗΎπϳ΃ ΎϬϨϣ ΪϳΪόϟ΍ ϚϟΎϨϫ ϥ΃ ϻ· ˬΰϴϤΘϠϟ ΔϴγΎγϷ΍ ϢϴϫΎϔϤϟ΍ ϝϼΧ Ϧϣ ΔΣ΍ήλ ΎϬϴϟ· ϕήτΘϟ΍ ϢΗ ΉΩΎΒϤϟ΍ ϩάϫ
ΕΎΒϠτΘϤϟ΍ ΎϬϴτϐΗ ΎϳΎπϗ ΎϬϧϷ ϚϟΫϭ ˬΔϳήδϘϟ΍ ΔϟΎϤόϟ΍ϭ ΓϮηήϟ΍ϭ ΩΎδϔϟ΍ϭ ϥΎδϧϹ΍ ϕϮϘΣ ΎϳΎπϘΑ ΔϘϠόΘϤϟ΍ ϚϠΗ ΔλΎΧ ˬΎϴϨϤο
.ΎΑϭέϭ΃ ϲϓ ΔϴϧϮϧΎϘϟ΍

ΉΩΎΒϤϟΎΑ ϡΰΘϠΗϭ ϡήΘΤΗϭ ϲϋ΍ήΗ ΓΰϴϤΘϤϟ΍ ΕΎδγΆϤϟ΍ ϥ΃ ΓΩϮΠϟ΍ Γέ΍ΩϹ ΔϴΑϭέϭϷ΍ ΔδγΆϤϟΎΑ ιΎΨϟ΍ ΰϴϤΘϟ΍ ΝΫϮϤϧ νήΘϔϳϭ
ϢϬϟΔϣΰϠϣΎϬϧϮϛϦϋήψϨϟ΍ξϐΑϚϟΫϭˬ"ΖϛΎΒϣϮϛϝΎΑϮϠΟ" ˬϩϼϋ΃ΎϬϴϟ·έΎθϤϟ΍ ΎϬΗέΩΎΒϣ ϲϓ ΓΩέ΍Ϯϟ΍ΓΪΤΘϤϟ΍Ϣϣϸϟήθόϟ΍
.ΎϴόϳήθΗϭΎϴϧϮϧΎϗ

ΝΫϮϤϧϰϟ· ΔΟΎΤϟ΍
ϥΎϤπϟΐγΎϨϣ ϱέ΍Ω·έΎρ·ϊοϭϰϟ·ΔΟΎΤΑΕΎδγΆϤϟ΍ϥΈϓˬΝϮπϨϟ΍ϯΪϣϭ΃ϞϜϴϬϟ΍ϭ΃ϢΠΤϟ΍ϭ΃ωΎτϘϟ΍ϦϋήψϨϟ΍ξϐΑ
:ϦϣΕΎδγΆϤϟ΍ϦϴϜϤΘϟ ϲϔϴλϮΗήϴϏϭ ϲϠϤϋϡΎϋέΎρ·ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟΎΑιΎΨϟ΍ΰϴϤΘϟ΍ΝΫϮϤϧΪόϳϭ .ΎϬΣΎΠϧ
ΎϬΘϳ΅έ˯΍ί·ϚϟΫϭ ΔϠϤΘΤϤϟ΍ Ε΍ϮΠϔϟ΍ϭ ΎϬϳΪϟ Δϴδϴ΋ήϟ΍ΓϮϘϟ΍ρΎϘϧϢϬϓ ϰϠϋ ΎϬΗΪϋΎδϤΑ ˬΰϴϤΘϟ΍ΓήϴδϣϝϼΧ ΎϬόοϭϢϴϴϘΗ „
.ΔϨϠόϤϟ΍ ΎϬΘϟΎγέϭ
.ΎϬΟέΎΧϭΔδγΆϤϟ΍ϞΧ΍ΩΔϴϠϋΎϔΑέΎϜϓϷ΍ϝΩΎΒΗϞϬδϳΎϤΑΔδγΆϤϟ΍ ϝϮΣήϴϜϔΗςϤϧϭ ΔϛήΘθϣΔϐϟϢϳΪϘΗ „
.Ε΍ϮΠϔϟ΍ΪϳΪΤΗϭΔϴΟ΍ϭΩίϹ΍ Δϟ΍ί· ˬΎϬϟςτΨϤϟ΍ϭΔϤ΋ΎϘϟ΍Ε΍έΩΎΒϤϟ΍ϞϣΎϜΗϭΞϣΩ „
.ΔδγΆϤϟ΍Γέ΍Ω·ϡΎψϨϟϲγΎγ΃ϞϜϴϫϊοϭ „

ΔδγΆϤϟΎΑιΎΨϟ΍ΰϴϤΘϟ΍ΝΫϮϤϧϡΪϘϳ ˬϝΎϤόΘγϻ΍Δό΋Ύθϟ΍Γέ΍ΩϹ΍ΕΎϴϨϘΗϭΕ΍ϭΩ΃ϭ ΐϴϟΎγ΃ ϦϣΪϳΪόϟ΍ϪϴϓήϓϮΘΗϱάϟ΍ΖϗϮϟ΍ϲϓ

Ύόϣ ΔϔϠΘΨϤϟ΍ ΐϴϟΎγϷ΍ ϩάϫ ϖϓ΍ϮΗ Δϴϔϴϛϭ ϯΪϣ ΪϳΪΤΘϟ Ϫϣ΍ΪΨΘγ· ϦϜϤϳ ΎϤϛ ΔδγΆϤϠϟ ΔϠϣΎη Γήψϧ ΓΩϮΠϟ΍ Γέ΍ΩϹ ΔϴΑϭέϭϷ΍
ΔόϴΒρϭΕΎΟΎϴΘΣϹΎϘϓϭϚϟΫϭΕ΍ϭΩϷ΍ϩάϫϦϣΩΪϋϱ΃ϊϣϥ΍ήΘϗϹΎΑΝΫϮϤϨϟ΍ ϡ΍ΪΨΘγ·ϦϜϤϳϚϟάϟϭ .ξόΒϟ΍ ΎϬπόΑϝΎϤϜΘγ΍ϭ
.ϡ΍ΪΘδϤϟ΍ΰϴϤΘϟ΍ϖϴϘΤΘϟϞϣΎηέΎρΈϛϚϟΫϭˬΔδγΆϤϟ΍ ϞϤϋ

.ΎϬΑϦϴϴϨόϤϟ΍ϊϴϤΟΕΎόϗϮΗ ίϭΎΠΘϳ ϭ΃ϲΒϠϳΎϤΑΔϣ΍ΪΘδϣϭΓήϫΎΑ ˯΍Ω΃ ΕΎϳϮΘδϣϖϘΤΗΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍

ˬέΎψϧϷ΍ϦϋϲϔΘΨϳ ϢΛΡΎΠϨϟ΍ϦϣΕ΍ήΘϓ ϖϘΤϳ ήΧϵ΍ ΎϬπόΑϭ ϖϔΨϳΎϬπόΒϓ ˬΡΎΠϨϟ΍ϖϴϘΤΗϰϟ· ˱ ΎΜϴΜΣ ΕΎδγΆϤϟ΍ϊϴϤΟϰόδΗ

.ΏΎΠϋϹ΍ϭϡ΍ήΘΣϹ΍ ϪΒΟϮϤΑ ϖΤΘδϳ Ύϣ΍ΪΘδϣΎΣΎΠϧϖϘΤϳ ΎϬϨϣϞϴϠϗϭ

©EFQM2012 – For personal and intra-company use only - Not for commercial use.
 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ

ϰόδϳ ϦϤϟ΢ϴοϮΘϟ΍ϭϪϴΟϮΘϟ΍ϢϳΪϘΘϟϭ ˬϡ΍ΪΘδϤϟ΍ΡΎΠϨϟΎΑ ϒϳήόΘϟ΍ϭήϳΪϘΗνήϐΑΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ ˯Ύθϧ· ϢΗ
ΔδγΆϤϟΎΑιΎΨϟ΍ΰϴϤΘϟ΍ΝΫϮϤϧ ϰϠϋ ϞϤΘθΗϲΘϟ΍ϭ ΔϴϟΎΘϟ΍ΕΎϧϮϜϣΙϼΜϟ΍ϞϣΎϜΗϝϼΧϦϣ ϚϟΫ ίΎΠϧ·ϦϜϤϳϭ .ϚϟΫϖϴϘΤΘϟ
:ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍
.ΔδγΆϣΔϳϷϡ΍ΪΘδϤϟ΍ΰϴϤΘϟ΍ϖϴϘΤΘϟΔϴγΎγϷ΍ΓΪϋΎϘϟ΍ϞΜϤΗϲΘϟ΍ΔϴϟϭϷ΍ΉΩΎΒϤϟ΍ :ΰϴϤΘϠϟΔϴγΎγϷ΍ϢϴϫΎϔϤϟ΍ „
ΔϴγΎγϷ΍ϢϴϫΎϔϤϟ΍ϞϳϮΤΗϰϠϋΕΎδγΆϤϟ΍ΓΪϋΎδϤϟϞϤϋέΎρ· :ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟΎΑιΎΨϟ΍ΰϴϤΘϟ΍ΝΫϮϤϧ „
.ΔϴϠϤϋΔγέΎϤϣϰϟ· RADARέ΍Ω΍έϖτϨϣϭ
ϝϼΧΔδγΆϣΔϳ΃Ϫϴϟ·ΪϨΘδΗϱάϟ΍ϱήϘϔϟ΍ΩϮϤόϟ΍ϞΜϤΗ ΔϠϋΎϓΔϳέ΍Ω·Γ΍Ω΃ϭϲϜϴϣΎϨϳΩϢϴϴϘΗ έΎρ· :RADARέ΍Ω΍έϖτϨϣ „
.ϡ΍ΪΘδϣΰϴϤΗϦϣϪϴϟ· ΢ϤτΗ Ύϣ ϖϴϘΤΗϞΟ΃ϦϣΎϬϴϠϋΐϠϐΘϟ΍ϭΎϬϬΟ΍ϮΗϲΘϟ΍ΕΎϳΪΤΘϠϟΎϬϳΪμΗ

ϊϣ ΎϬΗ΍Ϋ ΔϧέΎϘϣ ϰϠϋ ΕΎϋΎτϘϟ΍ ϊϴϤΟ Ϧϣ ΎϬϣΎΠΣ΃ ϑϼΘΧΎΑ ΕΎδγΆϤϟ΍ ΪϋΎγ ΔϠϣΎϜΘϤϟ΍ ΙϼΜϟ΍ ΕΎϧϮϜϤϟ΍ ϩάϫ ϡ΍ΪΨΘγ· ϥ·
ϲϓΕΎϧϮϜϤϟ΍ϩάϫ ϡ΍ΪΨΘγ·ΕΎδγΆϤϟ΍ϩάϬϟϦϜϤϳΎϤϛ .ϡ΍ΪΘδϤϟ΍ΰϴϤΘϟ΍Ε΍ίΎΠϧ·ϭΕΎϔλϭκ΋ΎμΨΑϊΘϤΘΗϯήΧ΃ΕΎδγΆϣ
.Ξ΋ΎΘϨϟ΍ϦϴδΤΗϭ ω΍ΪΑϹ΍ϪϴΟϮΗϭ ΓΪϴΠϟ΍ ΕΎγέΎϤϤϟ΍ϰϠϋ ωϼρϻ΍ϭΎϬΗέ΍Ω·ΏϮϠγ΃ϲϓϢϏΎϨΘϟ΍ϖϴϘΤΗϭΰϴϤΘϟ΍ΔϓΎϘΛ ήϳϮτΗ

ΔϴγΎγϷ΍ϢϴϫΎϔϤϟ΍ϭ RADARέ΍Ω΍έϖτϨϣϊϣΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟΎΑιΎΨϟ΍ΰϴϤΘϟ΍ΝΫϮϤϨϟϢ΋ϼϤϟ΍ ϡ΍ΪΨΘγϹ΍ϥ·

ϖϘΤϳϭ ΓήϤΘδϣ ΔϔμΑ ϦϴδΤΘϠϟ ϊπΨϳ ϢϜΤϣ ϡΎψϧ ϲϓ ΔδγΆϣ ϱ΃ ΎϬϣΪΨΘδΗ ϲΘϟ΍ Δϳέ΍ΩϹ΍ ΕΎγέΎϤϤϟ΍ ΔϓΎϛ Ν΍έΩ· ϦϤπϳ
.ΔδγΆϤϟ΍ϚϠΘϟΓΩϮθϨϤϟ΍ΔϴΠϴΗ΍ήΘγϹ΍

ΔδγΆϤϟΎΑ ιΎΨϟ΍ ΰϴϤΘϟ΍ ΝΫϮϤϧ Ϧϣ 2013 έ΍ΪλϹ΍ ϲΗ΄ϳ

ϢϴϫΎϔϤϟ΍ϭ RADAR έ΍Ω΍έ ϖτϨϣϭ ΓΩϮΠϟ΍ Γέ΍ΩϹ ΔϴΑϭέϭϷ΍
ϦϴόΑ άΧϷ΍ϭ ΓήΒΨϟ΍ Ϧϣ Ε΍ϮϨγ ΔϠμΤϣ ϰϠϋ ˯ΎϨΑ ΔϴγΎγϷ΍
.ΔδγΆϣ ΔϳϷΔϴϠΒϘΘδϤϟ΍ϭΔϨϫ΍ήϟ΍ΕΎϳΪΤΘϟ΍έΎΒΘϋϻ΍

Δϣίϼϟ΍Δϳέϭήπϟ΍ΓΪϋΎϘϟ΍ΰϴϤΘϠϟΔϴγΎγϷ΍ϢϴϫΎϔϤϟ΍ΰΟϮΗ ΎϤϛ
αΎγ΄ϛ ΎϬϣ΍ΪΨΘγ· ϦϜϤϳϭ .ΔδγΆϣ ΔϳϷ ϡ΍ΪΘδϣ ΰϴϤΗ ϖϴϘΤΘϟ
ΎϬϟϭ΍ΪΗϢΘϳΎϤϛ .ΓΰϴϤΘϤϟ΍ ΔϴδγΆϤϟ΍ ΔϓΎϘΜϟ΍ κ΋ΎμΧ ϒλϮϟ
.ΎϴϠόϟ΍Γέ΍ΩϹ΍ϯϮΘδϣϰϠϋΔϛήΘθϣΔϐϠϛ

Γέ΍ΩϹ ΔϴΑϭέϭϷ΍ ΔδγΆϤϟΎΑ ιΎΨϟ΍ ΰϴϤΘϟ΍ ΝΫϮϤϧ ΢ϴΘϳϭ

ϡϮϘΗΎϣϦϴΑ ήΛϷ΍ϭΔϴΒΒδϟ΍ΔϗϼϋϢϬϓΓΩΎϘϠϟ /ϦϳήϳΪϤϠϟΓΩϮΠϟ΍
ϖτϨϣ Ϧϣ ΓΩΎϔΘγϹΎΑϭ .ΎϫίήΤΗ ϲΘϟ΍ Ξ΋ΎΘϨϟ΍ϭ ϢϬΗΎδγΆϣ ϪΑ
ΔϳϷΰϴϤΘϟ΍ϯϮΘδϤϟ ϖϴϤϋϢϴϴϘΗ˯΍ήΟ·ϦϜϤϳ RADARέ΍Ω΍έ
.ΔδγΆϣ

ϢϴϴϘΘϟ ΎϤψϨϣ ΎΠϬϧ RADARέ΍Ω΍έϖτϨϣϡΪϘϳ ˬϡΎΘΨϟ΍ϲϓϭ

ΔλΎΨϟ΍ΕΎΟέΪϟ΍ ΢ϨϣΔϴϟ΁Ύπϳ΃ϢϋΪϳΎϤϛ .ΔδγΆϣΔϳ΃˯΍Ω΃
ΓΩϮΠϟ΍ Γέ΍ΩϹ ΔϴΑϭέϭϷ΍ ΔδγΆϤϠϟ ΔόΑΎΘϟ΍ ΰϴϤΘϟ΍ Γΰ΋ΎΠΑ
ϲϓΔϤϫΎδϤϟ΍ΐϧΎΟϰϟ·΍άϫ ˬϯήΧϷ΍ϢϴϴϘΘϟ΍ϭήϳΪϘΘϟ΍Ξϣ΍ήΑϭ
.ΕΎδγΆϤϟ΍ϲϓ ϦϴδΤΘϟ΍ϊϳέΎθϣΓέ΍Ω·ϭήϴϴϐΘϟ΍ΓΩΎϴϗ

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ΰϴϤΘϠϟΔϴγΎγϷ΍ϢϴϫΎϔϤϟ΍
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ϦϴϠϣΎόΘϤϟ΍΢ϟΎμϟΔϤϴϗ ΔϓΎο·
ϢϬΗΎΟΎϴΘΣ· ΔϴΒϠΗϭϊϗϮΗϭϢϬϔΗϝϼΧϦϣ ΔϤψΘϨϣϭΓήϤΘδϣΓέϮμΑΎϬόϣϦϴϠϣΎόΘϤϟ΍΢ϟΎμϟΔϤϴϗ ΔϓΎοΈΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ
.ϢϬλήϓϭϢϬΗΎόϗϮΗϭ

:ϲϠϳΎϤΑϡϮϘΗΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϥΈϓ ˬΔϴϠϤόϟ΍ΔϴΣΎϨϟ΍Ϧϣϭ
ϢϬΗΎόϗϮΗϭ ΔϔϠΘΨϤϟ΍ϢϬΗΎΟΎϴΘΣΈΑΆΒϨΘϟ΍ ϢΛϦϣϭˬϦϴϠϤΘΤϤϟ΍ϭϦϴϴϟΎΤϟ΍ˬΎϬόϣϦϴϠϣΎόΘϤϠϟΔϔϠΘΨϤϟ΍ΕΎϋϮϤΠϤϟ΍ ϰϠϋϑήόΘϟ΍ „
.ΔϴϠΒϘΘδϤϟ΍
Δϣ΍ΪΘδϣ ΔϤϴϗ νϭήϋ ϰϟ· ϦϴϠϤΘΤϤϟ΍ϭ ϦϴϴϟΎΤϟ΍ ϦϴϠϣΎόΘϤϠϟ ΔϨϜϤϤϟ΍ ΕΎΒϠτΘϤϟ΍ϭ ΕΎόϗϮΘϟ΍ϭ ΕΎΟΎϴΘΣϹ΍ ΔϓΎϛ ΔϤΟήΗ „
.ΔΑΫΎΟϭ
.ΔΣέΎμϤϟ΍ϭΔϴϓΎϔθϟΎΑϢδΘϳϦϴϠϣΎόΘϤϟ΍ϊϣ Ϟλ΍ϮΘϣέ΍ϮΣήϳϮτΗϭ˯ΎϨΑ „
έΎϜΘΑ΍ϭήϳϮτΗ ϲϓ ϦϜϣ΃ ΎϤϠϛ ϢϬϛ΍ήη· ϰϠϋϞϤόϟ΍ϊϣˬϦϴϠϣΎόΘϤϟ΍΢ϟΎμϟΔϤϴϗΔϓΎο·ϭέΎϜΘΑ·ϞΟ΃ϦϣΚϴΜΤϟ΍ ϲόδϟ΍ „
.ΓΪϳΪΟ ΏέΎΠΗϭΕΎΠΘϨϣϭΕΎϣΪΧ
.ϦϴϠϣΎόΘϤϠϟ ΔΑήΠΗ Ϟπϓ΃ ϖϴϘΤΘϟ ϡίϼϟ΍ϦϴϜϤΘϟ΍ϭΕ΍˯ΎϔϜϟ΍ϭΩέ΍ϮϤϟ΍ϢϬϳΪϟϦϴϠϣΎόϟ΍ϥ΃ϥΎϤο „
.ϢϬΗΎψΣϼϤϟΔΒγΎϨϤϟ΍ ΔΑΎΠΘγϻ΍ϭϦϴϠϣΎόΘϤϟ΍ΕΎϋΎΒτϧ·ϭ ΏέΎΠΘϟΓήϤΘδϤϟ΍ΔόΟ΍ήϤϟ΍ϭΔόΑΎΘϤϟ΍ „
ϞΟ΃Ϧϣ ΎϬϳΪϟϦϴδΤΘϟ΍ιήϓϭΓϮϘϟ΍ρΎϘϧϦϣϢϠόΘϟ΍ϭˬΔϠμϟ΍Ε΍ΫΔϴγΎϴϘϟ΍ήϴϳΎόϤϟ΍ϭ˯΍ΩϷ΍ΕΎϳϮΘδϣϊϣ ΎϬ΋΍Ω΃ΔϧέΎϘϣ „
.ϦϴϠϣΎόΘϤϟ΍΢ϟΎμϟΔϓΎπϤϟ΍ΔϤϴϘϟ΍ ϢϴψόΗ

©EFQM2012 – For personal and intra-company use only - Not for commercial use.
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ϡ΍ΪΘδϣϞΒϘΘδϣ ˯ΎϨΑ
ήϳϮτΗ ϰϠϋ ϞϤόϟ΍ Ϫδϔϧ ΖϗϮϟ΍ ϲϓϭ ΎϬ΋΍Ω΃ ϦϴδΤΗϭ ήϳϮτΗ ϝϼΧ Ϧϣ ΎϬϟϮΣ Ϧϣ ϢϟΎόϟ΍ ϰϠϋ ϲΑΎΠϳ· ήΛ΃ ΓΰϴϤΘϤϟ΍ ΕΎδγΆϤϠϟ
.ΎϬΑΔλΎΨϟ΍ ϝΎϤϋϷ΍ΕΎϋΎτϗ ϲϓ ΔϴϋΎϤΘΟϹ΍ϭΔϴΌϴΒϟ΍ϭΔϳΩΎμΘϗϹ΍ ΐϧ΍ϮΠϟ΍

:ϲϠϳΎϤΑϡϮϘΗΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϥΈϓ ˬΔϴϠϤόϟ΍ΔϴΣΎϨϟ΍Ϧϣϭ
ΕΎϴϗϼΧϷ΍ϭ ϢϴϘϟ΍ϭ ΔϟΎγήϟ΍ϭ Ύϳ΅ήϟ΍ Ϫϴϟ· ΪϨΘδΗ ϱάϟ΍ ϲγΎγϷ΍ νήϐϟ΍ ήθϧϭ ΪϳΪΤΗ ϝϼΧ Ϧϣ ΔδγΆϤϟ΍ ϞΒϘΘδϣ ϥΎϤο „
.ϲδγΆϤϟ΍ϙϮϠδϟ΍ϭ
.ΔϓΎϛϊϤΘΠϤϟ΍ΔϣΪΨϟΔϛήΘθϣϢϴϗΔϏΎϴμϟΎϬϣ΍ΪΨΘγ·Δϴϔϴϛϭ ΎϬϳΪϟΓήϓϮΘϤϟ΍Ε΍έΪϘϟ΍ϭΕ΍˯ΎϔϜϟ΍Ϣϫ΃ϢϬϓϭΔϓήόϣ „
κϴμΨΗ ϢΛ Ϧϣϭ ΕΎϴϠϤόϟ΍ ϢϴϤμΗϭ ΔϤϴϘϟ΍ ΔϠδϠγϭ ΎϬΘϴΠϴΗ΍ήΘγϹ ϲγΎγϷ΍ ϯϮΘΤϤϟ΍ ϲϓ Δϣ΍ΪΘγϹ΍ ϢϴϫΎϔϣ ΏΎόϴΘγ· „
.ΓΩϮθϨϤϟ΍ ΎϬϓ΍Ϊϫ΃ϖϴϘΤΘϟΔϣίϼϟ΍Ωέ΍ϮϤϟ΍
υΎϔΤϟ΍ϭ ΔϬΟϦϣ ϥΎδϧϹ΍ΕΎΒϠτΘϣ έΎΒΘϋϹ΍ϦϴόΑάΧ΄ΗΔϧί΍ϮΘϣΔϐϴλΩΎΠϳϹ Δϣ˯ϼϤϟ΍ΔϴϠϤόϟ΍ϭΔϴϤϠόϟ΍ΔϴόΟήϤϟ΍ϊοϭ „
.ϢϬϬΟ΍ϮΗ ΔδϓΎϨΘϣϭ΃ΔπϗΎϨΘϣΕΎϳϮϟϭ΃ΎϬϧ΄ϛϭ ΎϧΎϴΣ΃ϭΪΒΗ ϲΘϟ΍ϭˬϯήΧ΃ΔϬΟϦϣ ΡΎΑέϷ΍ϖϴϘΤΗϭ ΔΌϴΒϟ΍ ϰϠϋ
.ϞϤη΃ϭϊγϭ΃ΓέϮμΑϊϤΘΠϤϟ΍ ϰϠϋΓΪ΋ΎϔϟΎΑΩϮόΗ ϲΘϟ΍ΔτθϧϷ΍ ϲϓ ΔϛέΎθϤϟ΍ ϰϠϋ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϊϴϤΟϊϴΠθΗ „
ϯΪϤϟ΍ ϰϠϋ ϊϳήδϟ΍ ΢Αήϟ΍ ϰϠϋ ΰϴϛήΘϟ΍ Ϧϋ ˱ ΎοϮϋ ϞϳϮτϟ΍ ϯΪϤϟ΍ ϰϠϋ ΕΎΟΎϴΘΣϹ΍ ΔϴΒϠΘϟ Δϣίϼϟ΍ Ωέ΍ϮϤϟ΍ κϴμΨΗ „
.ΔΒγΎϨϤϟ΍ΕϻΎΠϤϟ΍ϲϓΔϴδϓΎϨΘϟ΍ΓέΪϘϟ΍ΰϳΰόΗϭΓίΎϴΣϊϣήϴμϘϟ΍
ΔϘϳήτΑ ΕΎϣΪΨϟ΍ϭ ΕΎΠΘϨϤϠϟΔϠϣΎϜϟ΍ ΓΎϴΤϟ΍ ΓέϭΪϟΔτθϨϟ΍Γέ΍ΩϹ΍ϥΎϤοϭΕΎΠΘϨϤϟ΍ϭΕΎϣΪΨϠϟΔϠϣΎϜΘϤϟ΍ΔϣΰΤϟ΍ϢϴϤμΗ „
.ΔΒγΎϨϤϟ΍ήρϷ΍ϰϋ΍ήΗϭΔϟϭΆδϣ
ΔϣΎόϟ΍ΔΤμϟ΍ϰϠϋΎϬΗΎϣΪΧϭΎϬΗΎΠΘϨϣΓΎϴΣΓέϭΩϭΔϴϠϴϐθΘϟ΍ΎϬΗΎϴϠϤϋήΛϷϞΜϣϷ΍ϥί΍ϮΘϟ΍ϖϴϘΤΗϭαΎϴϗ ϰϠϋΓέΪϘϟ΍ ˯΍ΪΑ· „
.ΔΌϴΒϟ΍ϭΔϣϼδϟ΍ϭ
.ϢϬϟΎϤϋ΃ΕΎϋΎτϗϲϓΔϴΌϴΒϟ΍ϭΔϴϋΎϤΘΟϹ΍ϭΔϳΩΎμΘϗϹ΍ήϴϳΎόϤϠϟϝΎόϔϟ΍ ήθϨϟ΍ϭΞϳϭήΘϟ΍ „

ΔϴδγΆϤϟ΍ΓέΪϘϟ΍ΔϴϤϨΗ
.ΔϴδγΆϤϟ΍ ΎϫΩϭΪΣΝέΎΧϭϞΧ΍ΩήϴϴϐΘϟ΍ΕΎϴϠϤόϟ ΔϠϋΎϔϟ΍Γέ΍ΩϹ΍ϝϼΧϦϣΎϬΗ΍έΪϗήϳϮτΗϭ˯ΎϨΒΑϡϮϘΗΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍

:ϲϠϳΎϤΑϡϮϘΗΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϥΈϓ ˬΔϴϠϤόϟ΍ΔϴΣΎϨϟ΍Ϧϣϭ
ήϳϮτΘϟ΍ιήϓΪϳΪΤΗ ϢΛϦϣϭˬΎϬϳΪϟΔϨϣΎϜϟ΍ϭΔϴϟΎΤϟ΍ ΕΎϴϧΎϜϣϹ΍ϭΕ΍έΪϘϟ΍ϢϬϓΔϟϭΎΤϤϟϲϠϴϐθΘϟ΍˯΍ΩϷ΍ΕΎϫΎΠΗ·ϞϴϠΤΗ „
.ΔϴΠϴΗ΍ήΘγϹ΍ΎϬϓ΍Ϊϫ΃ϖϴϘΤΘϟΔϣίϼϟ΍ϦϴδΤΘϟ΍ϭ
ΔϤϴϘϟ΍νήϋ ϲϓ ΓΩέ΍Ϯϟ΍ ΎϬΗΎϣ΍ΰΘϟΈΑ˯ΎϔϳϹ΍ ϰϠϋΔδγΆϤϟ΍ΓέΪϗΔϣ΍ΪΘγ΍ϥΎϤπϟ ΔϴϠϋΎϓϭΓ˯Ύϔϛ Ε΍Ϋ ΔϤϴϗ ΔϠδϠγήϳϮτΗ „
.ϦϴϠϣΎόΘϤϟ΍ϩΎΠΗΎϬΑϡ΍ΰΘϟϹ΍ ϢΗ ϲΘϟ΍
ΕΎϘϠΤϟ΍ ΔϓΎϛ ϲϓ ϖϳήϔϟ΍ Ρϭέ ˯ΎϨΑϭ ϙήΘθϤϟ΍ ϥϭΎόΘϟ΍ ΔϴϠϋΎϓ ϖϴϤόΘϟ ΓήϤΘδϣ ΓέϮμΑϭ ϰόδΗ ΔϴδγΆϣ ΔϓΎϘΛ ΔϴϤϨΗ „
.ΔδγΆϤϟΎΑ ΔλΎΨϟ΍ ΔϤϴϘϟ΍ΔδϠδϟΔϧϮϜϤϟ΍ϭΔϠλ΍ϮΘϤϟ΍
.ϲδγΆϤϟ΍ήϳϮτΘϟ΍ϢϋΪϟΔϴϨϘΘϟ΍ϭΔϳΩΎϤϟ΍ϭΔϴϟΎϤϟ΍Ωέ΍ϮϤϟ΍ΔϓΎϛήϓϮΗϦϣ ϥΎϤο „
ΔϟΩΎΒΘϤϟ΍ΔϘΜϟ΍ ΔϓΎϘΛϭΕΎϴϗϼΧϷ΍ϭ Δϟ˯ΎδϤϟ΍΃ΪΒϣϭΔϛήΘθϤϟ΍ϢϴϘϟ΍ ϰϠϋ ˯ΎϨΑ ΔδγΆϤϟΎΑ ΔϤϴϘϟ΍ΔϠδϠδϟϡΎόϟ΍έΎρϹ΍βϴγ΄Η „
.ΔΣέΎμϤϟ΍ϭ
ΔϓήόϤϟ΍ϭΕ΍ήΒΨϟ΍ϝΩΎΒΗϭϦϴϴϨόϤϟ΍΢ϟΎμϟΔϓΎπϤϟ΍ΔϤϴϘϟ΍ΰϳΰόΗϭΔϟΩΎΒΘϤϟ΍ϊϓΎϨϤϟ΍ϖϴϘΤΘϟ˯Ύϛήθϟ΍ϊϣϙήΘθϤϟ΍ϞϤόϟ΍ „
.ξόΒϟ΍ϢϬπόΑϦϴΑϥϭΎόΘϟ΍Ρϭήϟ ˱΍ΰϳΰόΗΩέ΍ϮϤϟ΍ϭ
ΔϓΎπϣ ΔϤϴϗ ϖϴϘΤΘϟ ΔδγΆϤϟ΍ ΕΎϴϧΎϜϣ·ϭ ΓέΪϗ ΰϳΰόΘϟ ΔϴϠΒϘΘδϤϟ΍ ΕΎϛ΍ήθϟ΍ ιήϓ ΪϳΪΤΗ ϑΪϬΑ ΔΒγΎϨϣ ΕΎϜΒη ˯Ύθϧ· „
.ϦϴϠϣΎόΘϤϟ΍΢ϟΎμϟ

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έΎϜΘΑϹ΍ϭ ω΍ΪΑϹ΍ ήϴΨδΗ

ϢψΘϨϤϟ΍έΎϜΘΑϹ΍ϭήϤΘδϤϟ΍ϦϴδΤΘϟ΍ΕΎϴϟ΁ϝϼΧϦϣ˯΍ΩϸϟΓΪϋΎμΘϣΕΎϳϮΘδϣϖϘΤΗϭ ΔϓΎπϤϟ΍ ΔϤϴϘϟ΍ίΰόΗΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍
.ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϊϴϤΟϯΪϟ ω΍ΪΑϹ΍ήϴΨδΗϝϼΧϦϣ ϖϘΤΘϳ ϱάϟ΍

:ϲϠϳΎϤΑϡϮϘΗΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϥΈϓ ˬΔϴϠϤόϟ΍ΔϴΣΎϨϟ΍Ϧϣϭ
ΝΎΘϧϹΎϬϔϴυϮΗϝϼΧϦϣ ϢϬϳΪϟΔϤϛ΍ήΘϤϟ΍ϑέΎόϤϠϟϞΜϣϷ΍ ϡ΍ΪΨΘγϹ΍ϖϴϘΤΗϭ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϙ΍ήηϹ ΞϫΎϨϣΔϏΎϴλ „
.ω΍ΪΑϹ΍ϭέΎϜϓϷ΍
.ϦϴδΤΘϟ΍ϭέΎϜΘΑϹ΍ϭ ω΍ΪΑϹ΍ιήϓΪϳΪΤΘϟ ϲϣήΗ ϲΘϟ΍ϙήΘθϤϟ΍ϥϭΎόΘϟ΍ΕΎϜΒηΓέ΍Ω·ϭβϴγ΄Η „
ΔϓΎο· ΔϴϤϴψϨΘϟ΍ ϞϛΎϴϬϟ΍ϭ ϖϳϮδΘϟ΍ϭ ΕΎϴϠϤόϟ΍ϭ ΕΎΠΘϨϤϟ΍ ϰϠϋ ϖΒτϨϳ ϥ΃ ϦϜϤϳ ω΍ΪΑϹ΍ ϡϮϬϔϣ ϥ΄Α ϑ΍ήΘϋϹ΍ϭ ϙ΍έΩϹ΍ „
.ϝΎϤϋϷ΍ΝΫΎϤϨϟ
Ωέ΍ϮϤϟ΍ϭ Δϣ˯ϼϤϟ΍ΕΎγΎϴδϟΎΑ ΔϣϮϋΪϣϭΔΣΎΘϤϟ΍ιήϔϟ΍ϭϕ΍ϮγϷ΍ϢϬϓ ϰϠϋϰϨΒΗω΍ΪΑϺϟΔΤο΍ϭ ϑ΍Ϊϫ΃ϭΕΎϳΎϏϊοϭ „
.Δϣίϼϟ΍
.ΕΎϳϮϟϭϷ΍ ϖϓϭΎϬΒϴΗήΗϭΔϴϋ΍ΪΑϹ΍έΎϜϓϷ΍ΝΎΘϧϹ ϢψϨϣΞϬϨϣ ϡ΍ΪΨΘγ·ϭ ϲϨΒΗ „
.Ϣ΋ϼϤϟ΍ ϲϨϣΰϟ΍έΎρϹ΍ϝϼΧΎϬϘϴϘΤΘϟΔϣίϼϟ΍Ωέ΍ϮϤϟ΍ήϴΨδΗ ϢΛϦϣϭ ΓΪϋ΍Ϯϟ΍ ΓΪϳΪΠϟ΍ έΎϜϓϷ΍΢ϴϘϨΗϭέΎΒΘΧ· „
.ΎϬϨϣϯϮμϘϟ΍ΓΩΎϔΘγϹ΍ϖϘΤϳ ϱάϟ΍ ϲϨϣΰϟ΍ϯΪϤϟ΍ϝϼΧϊϗ΍ϭ ϰϟ·έΎϜϓϷ΍ϞϳϮΤΗ „

Δϫ΍ΰϧϭϡΎϬϟ·ϭΎϳ΅έϝϼΧϦϣΓΩΎϴϘϟ΍
ΓϭΪϘϟ΍ ˯ΎτϋΈΑ Ύπϳ΃ ϥϮϣϮϘϳ ΎϤϛ ˬϊϗ΍ϭ ϰϟ· ϪϠϳϮΤΗϭ ϞΒϘΘδϤϟ΍ ΔϏΎϴλ ϰϠϋ ϦϳέΩΎϗ ΓΩΎϗ ΩϮΟϮΑ ΓΰϴϤΘϤϟ΍ ΕΎδγΆϤϟ΍ ϰψΤΗ
.ΔϴδγΆϤϟ΍ ΕΎϴϛϮϠδϟ΍ϭϢϴϘϟ΍ ϲϓ ΔϨδΤϟ΍

:ϲϠϳΎϤΑ ϥϮϣϮϘϳΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ ΓΩΎϗ ϥΈϓˬΔϴϠϤόϟ΍ΔϴΣΎϨϟ΍Ϧϣϭ

ϢϬϟΎόϓ΃ ϝϼΧ Ϧϣ ϦϴϠϣΎόϟ΍ ϊϴϤΠϟ Δϟ˯ΎδϤϟ΍ϭ ϦϴδΤΘϟ΍ϭ ˬϦϴϜϤΘϟ΍ϭ ΓίΎϴΤϟ΍ϭ ϙ΍ήηϹ΍ ΔϓΎϘΛ ϖϠΨϟ ϲόδϟ΍ϭ ϢϤϬϟ΍ άΤη „
.ϢϬΑέΎΠΗϭϢϬΗΎϓήμΗϭ
ΎϬΟέΎΧϭΔδγΆϤϟ΍ϞΧ΍Ω ϲϨϬϤϟ΍ϙϮϠδϟ΍ϭ ΔϴόϤΘΠϤϟ΍ ΔϴϟϭΆδϤϟ΍ϭΔϫ΍ΰϨϟ΍ ϲϓ ΔϨδΤϟ΍ΓϭΪϘϟ΍ ˯Ύτϋ·ϭΔϴδγΆϤϟ΍ϢϴϘϟ΍ΪϴδΠΗ „
.ΔδγΆϤϟ΍ΔϧΎϜϣϭΔόϤγΰϳΰόΗϭήϳϮτΘϟϢϬϨϣ ˱ Ύϴόγ
ΩϮϬΟΐϳϮμΗϭΪϴΣϮΘϟ ϲόδϟ΍ ϢΛϦϣϭˬΎϬϤϴϤόΗϭ ΔδγΆϤϠϟ ΔϴΠϴΗ΍ήΘγ· Ε΍ΰϜΗήϣΪϳΪΤΗϭ΢ο΍ϭϲϠΒϘΘδϣέΎδϣΔϏΎϴλ „
.ΎϬϘϴϘΤΗ ϰϠϋϞϤόϟ΍ϭ ϑ΍ΪϫϷ΍ϭΔϟΎγήϟ΍ϭΎϳ΅ήϟ΍ ϲϨΒΗϮΤϧϦϴϠϣΎόϟ΍
άΧϷ΍ϊϣΔϘΑΎδϟ΍ΔϓήόϤϟ΍ϭΓήΒΨϟ΍ϭΓήϓϮΘϤϟ΍ΕΎϣϮϠόϤϟ΍ ϰϠϋ ˯ΎϨΑΔΒ΋Ύμϟ΍Ε΍έ΍ήϘϟ΍ΔϋΎϨλ ϰϠϋΓέΪϘϟ΍ϭΔϧϭήϤϟΎΑϲϠΤΘϟ΍ „
.ΔϠϤΘΤϤϟ΍ΎϬΗ΍ήϴΛ΄ΘϟέΎΒΘϋϻ΍ϦϴόΑ
.ΔΟΎΤϟ΍ΪϨϋΔΑΎΠΘγϹ΍ϭϢϠόΘϟ΍Δϋήγ ϰϠϋϢϬΗέΪϗ ϰϠϋ ΪϤΘόΗ ϪΘϣ΍ΪΘγ·ϭ Γέ΍Ϊμϟ΍ϊϗϮϣϰϠϋΔψϓΎΤϤϟ΍ϥ΄Αϙ΍έΩϹ΍ „
.ϲδγΆϤϟ΍ήϳϮτΘϟ΍ϭ ω΍ΪΑϹ΍ϊϴΠθΘϟΔϴϣ΍ήϟ΍ΔΜϳΪΤϟ΍ήϴϜϔΘϟ΍ΞϫΎϨϣϭΓΪϳΪΠϟ΍έΎϜϓϷ΍ΝΎΘϧ·ϢϋΪΗΔϓΎϘΜϟΞϳϭήΘϟ΍ϭ ϲϨΒΘϟ΍ „
ϊϴϤΟϲϠΤΗϥΎϤοϊϣˬ˯΍ΩϷ΍Ξ΋ΎΘϧϦϋϞϜϛϊϤΘΠϤϟ΍ϭ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϊϴϤΟϩΎΠΗΔϴϟϭΆδϤϟ΍ ϞϤΤΗϭΔϴϓΎϔθϟΎΑϡΎδΗϹ΍ „
.ϢϬΗΎϓήμΗϭϢϬΗϼϣΎόΗΔϓΎϛϲϓΔϣΎϘΘγϹ΍ϭ Δϫ΍ΰϨϟ΍ϭ ΔϴϟϭΆδϤϟ΍ϭΔϴϨϬϤϟ΍ΕΎϴϛϮϠδϟΎΑϦϴϠϣΎόϟ΍

©EFQM2012 – For personal and intra-company use only - Not for commercial use.
 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ


ήϴϴϐΘϟ΍ϊϣ ϒϴϜΘϟ΍Δϋήγϭ ΔϧϭήϤΑΓέ΍ΩϹ΍

Γ˯ΎϔϜϟΎΑ ΎϬόϣ ΏϭΎΠΘϟ΍ Δϋήγϭ ΔϠΛΎϤϟ΍ ΕΎϳΪΤΘϟ΍ ΔϬΑΎΠϣϭ ΔΣΎΘϤϟ΍ ιήϔϟ΍ ϡΎϨΘϏ· ϰϠϋ ΎϬΗέΪϘΑ ΓΰϴϤΘϤϟ΍ ΕΎδγΆϤϟ΍ ϑήόΗ
.ΔΑϮϠτϤϟ΍ ΔϴϠϋΎϔϟ΍ϭ

:ϲϠϳΎϤΑϡϮϘΗΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϥΈϓ ˬΔϴϠϤόϟ΍ΔϴΣΎϨϟ΍Ϧϣϭ
ΔΒδϨϟΎΑ ΔϨϜϤϣΔϴϠΒϘΘδϣΕΎϫϮϳέΎϨϴγ ϰϟ·ΎϬΘϤΟήΗϭΔϴΟέΎΨϟ΍ΔΌϴΒϟ΍ϲϓΕ΍ήϴϐΘϤϟ΍ ϰϠϋϑήόΘϠϟΔΒγΎϨϤϟ΍ΕΎϴϟϵ΍ ϡ΍ΪΨΘγ· „
.ΔδγΆϤϠϟ
ΓέΪϗ ϰϠϋ ˱΍Ϊϴϛ΄ΗΎϬϤϋΪΗΔϴϤϴψϨΗ ϞϛΎϴϫϭΎϬϨϋΔϘΜΒϨϣ ϊϳέΎθϣϭ ˬΔϣ˯΍ϮΘϣΕΎϴϠϤϋ ϰϟ·ΔϴδγΆϤϟ΍ΕΎϴΠϴΗ΍ήΘγϹ΍ΔϤΟήΗ „
.ΔϠμϟ΍Ε΍Ϋ ΔϤϴϘϟ΍ΔϠδϠγϞΣ΍ήϣΔϓΎϛήΒϋΔΒγΎϨϤϟ΍ΔϋήδϟΎΑΔΑϮϠτϤϟ΍Ε΍ήϴϴϐΘϟ΍ϖϴΒτΗ ϰϠϋΔδγΆϤϟ΍
ΔϴϠϋΎϓϭ Γ˯Ύϔϛ ΔόΟ΍ήϣ ΢ϴΘϳ ΎϤϣ ΔϠμϟ΍ Ε΍Ϋ ϝΎϤϋϷ΍ ΕΎΟήΨϣ Ξ΋ΎΘϧϭ ΕΎϴϠϤόϟ΍ ˯΍Ω΃ Ε΍ήηΆϣ Ϧϣ ΔϋϮϤΠϣ ήϳϮτΗ „
.ΔϴΠϴΗ΍ήΘγϹ΍ ϑ΍ΪϫϷ΍ϖϴϘΤΗ ϲϓ ΎϫέϭΩϭ Δϴδϴ΋ήϟ΍ΕΎϴϠϤόϟ΍
ϞΟ΃ϦϣΔϠμϟ΍Ε΍ΫΔϳέΎϴόϤϟ΍ ΕΎϧέΎϘϤϟ΍˯΍ήΟ·ϭΕΎϴϠϤόϟΎΑΔλΎΨϟ΍Ε΍έΪϘϟΎΑϭ ϲϟΎΤϟ΍˯΍ΩϷΎΑΔλΎΨϟ΍ΕΎϧΎϴΒϟ΍ ϡ΍ΪΨΘγ· „
.ϦϴδΤΘϟ΍ΕΎϴϠϤϋϭέΎϜΘΑϹ΍ϭ ω΍ΪΑϹ΍ϪϴΟϮΗ
.ϦϴδΤΘϟ΍ΕΎϴϠϤϋ ϰϠϋΰϴϛήΘϟ΍ϭϊϳέΎθϤϠϟ ΔϤψϨϣΓέ΍Ω·ϝϼΧϦϣήϴϴϐΘϠϟ ΔϠϋΎϔϟ΍Γέ΍ΩϹ΍ „
.ΔϴΠϴΗ΍ήΘγϹ΍ ϑ΍ΪϫϷ΍ϖϴϘΤΗϢϋΪϟ ϲϤϴψϨΘϟ΍ϞϜϴϬϟ΍Δϣ˯΍ϮϣϭϒϴϜΘϟ΍ϲϓΔϋήδϟ΍ „
.ϞϜϛΔδγΆϤϟ΍ϭϊϳέΎθϤϟ΍ϭΕΎϴϠϤόϠϟϲδγΆϤϟ΍ϒϴϜΘϟ΍ΔϋήγϭΔϧϭήϣΔΟέΩϦϴδΤΗνήϐΑΔϴϨϘΘϟ΍ ΔϣΰΤϟ΍ήϳϮτΗϭϢϴϴϘΗ „

ϦϴϠϣΎόϟ΍Ε΍έΪϗϭΐϫ΍ϮϣϝϼΧϦϣΡΎΠϨϟ΍
.ΔϴδγΆϤϟ΍ϭΔϴμΨθϟ΍ ϑ΍ΪϫϷ΍ϖϴϘΤΗϞΟ΃ϦϣϢϬϟϦϴϜϤΘϟ΍ΔϓΎϘΛ ΩΎΠϳΈΑϡϮϘΗϭΎϬϳΪϟϦϴϠϣΎόϟ΍έΪϘΗΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍

:ϲϠϳΎϤΑϡϮϘΗΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϥΈϓ ˬΔϴϠϤόϟ΍ΔϴΣΎϨϟ΍Ϧϣϭ
.ΔϴΠϴΗ΍ήΘγϹ΍ ϑ΍ΪϫϷ΍ϭΔϟΎγήϟ΍ϭΎϳ΅ήϟ΍ϖϴϘΤΘϟΔΑϮϠτϤϟ΍ϦϴϠϣΎόϟ΍˯΍Ω΃ΕΎϳϮΘδϣϭ Ε΍˯ΎϔϜϟ΍ϭΕ΍έΎϬϤϟ΍ ΪϳΪΤΗ „
.ΕΎΟΎϴΘΣϹ΍ ϚϠΗϖϴϘΤΘϟΔΑϮϠτϤϟ΍Ε΍έΪϘϟ΍ϭΐϫ΍ϮϤϟΎΑυΎϔΘΣϹ΍ϭήϳϮτΗϭΏάΠϟϝΎόϔϟ΍ςϴτΨΘϟ΍ „
Ϧϣ ΡϭήΑ ΔϨϣΎϜϟ΍ ϢϬΗ΍έΪϘϟ ϞϣΎϜϟ΍ νΎϬϨΘγϹ΍ Ϧϣ ϦϴϠϣΎόϟ΍ ϦϴϜϤΗϭ ϖϳήϔϟ΍ ϑ΍Ϊϫ΃ϭ ΔϴμΨθϟ΍ ϑ΍ΪϫϷ΍ ϦϴΑ Δϣ˯΍ϮϤϟ΍ „
.ϊϴϤΠϟ΍ϦϴΑΔϴϘϴϘΤϟ΍Δϛ΍ήθϟ΍
ϞϤϋ Ϧϣ ήμόϟ΍ ΎϳΎπϗ ΔϓΎϜϟ έΎΒΘϋϹ΍ ϦϴόΑ άΧϷ΍ ϊϣ ˬΔϴθϴόϤϟ΍ ΓΎϴΤϟ΍ ϊϣ Δϧί΍ϮΘϣϭ ΔϴΤλ ϞϤϋ ΔΌϴΑ ΩϮΟϭ ϥΎϤο „
.ΔΜϳΪΤϟ΍ ϞϤόϟ΍ ΐϴϟΎγϷ ΔϓΎο·ΓΪϳ΍ΰΘϤϟ΍ ΔϤϟϮόϟ΍ΕΎϳΪΤΗϭ ˬ(24/7) ΔϋΎδϟ΍έ΍Ϊϣ ϰϠϋϊτϘϨϳ ϻ ήϤΘδϣϞλ΍ϮΗϭ
.ΎϬΘϣΪΨΑΔδγΆϤϟ΍ϡϮϘΗ ϲΘϟ΍ϕ΍ϮγϷ΍ϭΕΎόϤΘΠϤϟ΍ϭϦϴϠϣΎόϟ΍ωϮϨΗ ϞΒϘΗϭϡ΍ήΘΣ· „
.ϯήΧ΃ϡΎϬϣϲϟϮΘϟϢϬΘϴϠϫ΁ϭ΃ϞϘϨΘϟ΍ϰϠϋϢϬΗέΪϗϥΎϤπϟϦϴϠϣΎόϟ΍Ε΍έΪϗϭΕ΍έΎϬϣήϳϮτΗ „
.ϦϳήΧϵ΍ϯΪϟΎϬΘόϤγϭΎϬΗέϮμϟ ˱΍ΰϳΰόΗΔδγΆϤϠϟ˯΍ήϔγ΍ϮΤΒμϴϟϦϴϠϣΎόϟ΍ϊϴΠθΗ „
.ϢϬΗ΍ίΎΠϧ·ϭϢϫΩϮϬΟήϳΪϘΘΑϡΎϴϘϟ΍ ϢΛϦϣϭ ω΍ΪΑϹ΍ϭϦϴδΤΘϟ΍ΕΎϴϠϤϋ ϲϓ ΔϛέΎθϤϟ΍ ϰϠϋϢϬΜΣϭϦϴϠϣΎόϟ΍ΰϴϔΤΗ „
.ϢϬόϣ έ΍ϮΤϟ΍Δϳέ΍ήϤΘγϹ Δϣ˯ϼϤϟ΍Ε΍ϭΩϷ΍ϭΕΎϴΠϴΗ΍ήΘγϹ΍ ϡ΍ΪΨΘγ· ϢΛϦϣϭϦϴϠϣΎόϟΎΑΔλΎΨϟ΍Ϟλ΍ϮΘϟ΍ΕΎΟΎϴΘΣ·ϢϬϔΗ „

©EFQM2012 – For personal and intra-company use only - Not for commercial use.
 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ


ΓήϫΎΒϟ΍Ξ΋ΎΘϨϟ΍Δϣ΍ΪΘγ·
ήϴμϘϟ΍ ϦϴϳΪϤϟ΍ ϰϠϋ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ ϊϴϤΠΑ ΔλΎΨϟ΍ ΕΎΟΎϴΘΣϹ΍ ϲΒϠΗ Δϣ΍ΪΘδϣϭ ΓήϫΎΑ Ξ΋ΎΘϧ ΓΰϴϤΘϤϟ΍ ΕΎδγΆϤϟ΍ ϖϘΤΗ
.ΎϬϴϓ ϞϤόΗ ϲΘϟ΍ΔϴϠϴϐθΘϟ΍ΔΌϴΒϟ΍έΎρ· ϲϓ ϞϳϮτϟ΍ϭ

:ϲϠϳΎϤΑϡϮϘΗΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϥΈϓ ˬΔϴϠϤόϟ΍ΔϴΣΎϨϟ΍Ϧϣϭ
ΔϴΠϴΗ΍ήΘγϹ΍ΔόΟ΍ήϣϭήϳϮτΘϟϲγΎγ΃ϞΧΪϤϛ ΔδγΆϤϟΎΑϦϴϴϨόϤϟ΍ϊϴϤΠϟΔϴϠΒϘΘδϤϟ΍ΕΎόϗϮΘϟ΍ϭΔϴϟΎΤϟ΍ΕΎΟΎϴΘΣϹ΍ϊϴϤΠΗ „
.Ε΍ήϴϐΘϣΔϳϷφϘϴΘϟ΍ϊϣˬΎϬϟΔϤϋ΍Ϊϟ΍ΕΎγΎϴδϟ΍ϭ
.ΔϴΠϴΗ΍ήΘγϹ΍ ϑ΍ΪϫϷ΍ϭΎϳ΅ήϟ΍ϖϴϘΤΗϮΤϧϡΪϘΘϟ΍ϯϮΘδϣϢϴϴϘΗϭΔϟΎγήϟ΍ϖϴϘΤΘϟΔΑϮϠτϤϟ΍Δϴδϴ΋ήϟ΍Ξ΋ΎΘϨϟ΍ϢϬϔΗϭΪϳΪΤΗ „
ϦϴϳΪϤϟ΍ ϰϠϋΕΎϳϮϟϭϸϟΔϘϤόϣΓήψϧ˯Ύτϋ·ˬϡΪϘΘϟ΍ϯϮΘδϣΔόΟ΍ήϤϟΔϣίϼϟ΍Ξ΋ΎΘϨϟ΍ϦϣΔϧί΍ϮΘϣ ΔϣΰΣ ϡ΍ΪΨΘγ·ϭϒϳήόΗ „
.ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϊϴϤΠΑΔλΎΨϟ΍ΕΎόϗϮΘϟ΍Γέ΍Ω· ϢΛϦϣϭϞϳϮτϟ΍ϭήϴμϘϟ΍
ΔϴΒΒδϟ΍" Δϗϼόϟ ΢ο΍Ϯϟ΍ ϒϳήόΘϟ΍ ϊϣ ΓΩϮθϨϤϟ΍ Ξ΋ΎΘϨϟ΍ ϖϴϘΤΘϟ ΎϬϟ ΔϤϋ΍Ϊϟ΍ ΕΎγΎϴδϟ΍ϭ ΔϴΠϴΗ΍ήΘγϺϟ ϢψΘϨϤϟ΍ ϖϴΒτΘϟ΍ „
."ήΛϷ΍ϭ
ΔϨϣΎϜϟ΍ϭ ΔϴϟΎΤϟ΍ Ε΍έΪϘϟ΍ ϦϴΑϭ ˬϯήΧ΃ ΕΎδγΆϣ ϊϣ ΔδγΆϤϟ΍ ˯΍Ω΃ ϦϴΑ ΔϳέΎϴόϣ ΕΎϧέΎϘϣ Ξ΋ΎΘϧ ϰϠϋ ϑ΍Ϊϫ΃ βϴγ΄Η „
.ΔϋϮοϮϤϟ΍ΔϴΠϴΗ΍ήΘγϹ΍ ϑ΍ΪϫϷ΍ϊϣ ΔϧέΎϘϤϟ΍ΐϧΎΟ ϰϟ· ΔδγΆϤϠϟ
.ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϊϴϤΠϟΔϣ΍ΪΘδϣ ϊϓΎϨϣήϴϓϮΗϭϲϠΒϘΘδϤϟ΍˯΍ΩϷ΍ϦϴδΤΗν΍ήϏϷΎϬϘϴϘΤΗϢΗ ϲΘϟ΍Ξ΋ΎΘϨϟ΍ΔϣΰΣϢϴϴϘΗ „
ϡΎϴϘϟ΍ ϢΛϦϣϭΔϴϠΒϘΘδϤϟ΍ΕΎϫϮϳέΎϨϴδϟ΍ ϢϬϔΘϟΔϴϣ΍ήϟ΍ΔϠϋΎϔϟ΍ΕΎϴϟϵ΍ϰϨΒΗϝϼΧϦϣϦϴϴϨόϤϠϟΔϘΜϟ΍ΕΎϳϮΘδϣ ϰϠϋ΃ϖϴϘΤΗ „
.ΔϴϟΎϤϟ΍ήρΎΨϤϟΎΑΔϘϠόΘϤϟ΍ϚϠΗϭΔϴϠϴϐθΘϟ΍ϭΔϴΠϴΗ΍ήΘγϹ΍ΎϳΎπϘϠϟΔϠϋΎϓΓέ΍ΩϹ ϚϟΫ ΔϤΟήΘΑ
ΔϘϠόΘϤϟ΍ΓΰϬΟϷ΍ϚϟΫ ϲϓ ΎϤΑ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟΎΑ ΔϘϠόΘϤϟ΍ΔϴϟΎϤϟ΍ήϴϏϭΔϴϟΎϤϟ΍ήϳέΎϘΘϟ΍Ω΍Ϊϋ·ϲϓΔϴϓΎϔθϟ΍ ϱήΤΗ ϥΎϤο „
.ϢϬΗΎόϗϮΗϊϣΐγΎϨΘϳΎϤΑϭΔϴδγΆϤϟ΍ ΔϤϛϮΤϟΎΑ
.ΐγΎϨϤϟ΍ΖϴϗϮΘϟ΍ ϲϓ έ΍ήϘϟ΍ΔϋΎϨμϟ Ϣ΋ϼϤϟ΍ϢϋΪϟ΍ϢϬϟήϓϮΗΔϴϓΎϛϭΔϘϴϗΩΕΎϣϮϠόϤΑΓΩΎϘϟ΍ΪϳϭΰΗ ϥΎϤο „

©EFQM2012 – For personal and intra-company use only - Not for commercial use.
 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ


ήϴϳΎόϤϟ΍
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ϲϨΒϣϲϔϴλϮΗήϴϏϞϤϋέΎρ·ΔΑΎΜϤΑϩϼϋ΃ϞϜθϟ΍ϲϓϞΜϤϤϟ΍ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ ΔδγΆϤϟΎΑιΎΨϟ΍ΰϴϤΘϟ΍ΝΫϮϤϧ ήΒΘόϳ

ϪΑϡϮϘΗ Ύϣ "(Ϟ΋ΎγϮϟ΍)ΕΎϨϜϤϤϟ΍"ήϴϳΎόϣ ϲτϐΗ ."Ξ΋ΎΘϧ"ϲϫΔόΑέ΃ϭˬ"(Ϟ΋Ύγϭ)ΕΎϨϜϤϣ"ϲϫΎϬϨϣΔδϤΧ .ήϴϳΎόϣΔόδΗ ϰϠϋ
ˬ"(Ϟ΋ΎγϮϟ΍)ΕΎϨϜϤϤϟ΍"˰Ϡϟ ΎΟΎΘϧ ϲΗ΄Η "Ξ΋ΎΘϨϟ΍" .ΔδγΆϣΔϳ΃ϪϘϘΤΗΎϣ "Ξ΋ΎΘϨϟ΍"ήϴϳΎόϣϲτϐΗϭ .ϪΑϡΎϴϘϟ΍ΔϴϔϴϛϭΔδγΆϣΔϳ΃
."Ξ΋ΎΘϨϟ΍" ϦϣΔόΟ΍ήϟ΍ΔϳάϐΘϟ΍ϝϼΧϦϣ "(Ϟ΋ΎγϮϟ΍)ΕΎϨϜϤϤϟ΍" ϦϴδΤΗϢΘϳϭ

ϰϟ·ϩέϭΪΑϱΩΆϳΎϤϣΕΎϨϜϤϤϟ΍ϦϴδΤΗϲϓ ω΍ΪΑϹ΍ϭέΎϜΘΑϹ΍ϭϢϠόΘϟ΍έϭΩ ΔΤοϮϣ ˬΝΫϮϤϨϠϟΔϴϜϴϣΎϨϳΪϟ΍ ΔόϴΒτϟ΍ϢϬγϷ΍ ΪϛΆΗ

.Ϟπϓ΃Ξ΋ΎΘϧϖϴϘΤΗ

.έΎϴόϤϟ΍ϚϟάϟϡΎόϟ΍ϰϨόϤϟ΍ήδϔϳϱάϟ΍ϭ ˬϪΑιΎΧϒϳήόΗΔόδΘϟ΍ήϴϳΎόϤϟ΍ϦϣέΎϴόϣϞϜϟ

ΎϤϟ ΔϣΎϋ ΔϠΜϣϷϼϴμϔΗήΜϛ΃ΩϮϨΑϦϋΓέΎΒϋϲϫϭˬΔϴϋήϔϟ΍ήϴϳΎόϤϟ΍ϦϣΩΪϋ ϪϤϋΪϳέΎϴόϣϞϛϥ΃ΪΠϧ ˬϡΎόϟ΍ ϰϨόϤϟ΍΢ϴοϮΘϟ

.ϢϴϴϘΘϟ΍ ϝϼΧϩέΎΒΘϋϹ΍ϦϴόΑϩάΧ΃ϲϐΒϨϳΎϣϭ ΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϲϓ ϪΘψΣϼϣϦϜϤϳ

ΓέϮϛάϤϟ΍ΔϴγΎγϷ΍ϢϴϫΎϔϤϟΎΑΔϳΩΎηήΘγϹ΍ρΎϘϨϟ΍ϩάϫ Ϧϣ ήϴΜϛςΒΗήϳ .ΔϳΩΎηήΘγ·ρΎϘϧϲϋήϓέΎϴόϣϞϛ ϦϤοΪΟϮΗˬ΍ήϴΧ΃

ΡήηϰϠϋΓΪϋΎδϤϠϟΔϠΜϣ΃ΏήοΎϬϨϣΩϮμϘϤϟ΍ϥ΃ΚϴΣˬ˱ Ύϴϣ΍ΰϟ·βϴϟΔϳΩΎηήΘγϹ΍ρΎϘϨϟ΍ϩάϫ ϡ΍ΪΨΘγ·ϥ· .ήηΎΒϣ ϞϜθΑ ΎϘΑΎγ
.ϲϋήϔϟ΍έΎϴόϤϟ΍

10

©EFQM2012 – For personal and intra-company use only - Not for commercial use.
 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ

ΓΩΎϴϘϟ΍ .1

έΎϴόϤϠϟΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ ΔδγΆϤϟ΍ϒϳήόΗ
ϢϬϣ΍ΰΘϟ· ϲϓ ϰϠϋϷ΍ ϞΜϤϟ΍ ϥϮΑήπϳ ΎϤϛ ˬϪϘϴϘΤΗ ϰϠϋ ϦϳΪϫΎΟ ϥϮϠϤόϳϭ ϞΒϘΘδϤϟ΍ ΔϏΎϴμΑ ϥϮϣϮϘϳ ΓΩΎϗ ΓΰϴϤΘϤϟ΍ ΕΎδγΆϤϠϟ
Ϧϣ ΔδγΆϤϟ΍ ϦϴϜϤΗ ϰϠϋ ϥϮϠϤόϳϭ ΔϧϭήϤϟΎΑ ϥϮϤδΘϳ ϢϬϧ΃ ΎϤϛ .ΕΎϗϭϷ΍ ϊϴϤΟ ϲϓ ϢϬϟϮΣ ϦϤϟ ΔϘΜϟ΍ ϥϮϤϬϠϳϭ ΎϬ΋ΩΎΒϣϭ ΎϬϤϴϘΑ
.ΡΎΠϨϟ΍Δϳέ΍ήϤΘγ· ϥΎϤπϟ ΐγΎϨϤϟ΍ ΖϗϮϟ΍ ϲϓ ΎϬόϣϲΑΎΠϳϹ΍ϞϋΎϔΘϟ΍ϭ ΔϴϠΒϘΘδϤϟ΍ Ε΍ΆΒϨΘϟ΍
.ΎϬΑϯάΘΤϳΝΫΎϤϧϥϮϠΜϤϳϭΔϨδΤϟ΍ΓϭΪϘϟ΍ϥϮΑήπϳϢϬϧ΃ΎϤϛΉΩΎΒϤϟ΍ϭϢϴϘϟ΍ϭ Ύϳ΅ήϟ΍ϭΔϟΎγήϟ΍ΓΩΎϘϟ΍ϊπϳ .΃1 „
.ϲδγΆϤϟ΍˯΍ΩϷ΍ϭ ϱέ΍ΩϹ΍ϡΎψϨϟΎΑΔλΎΨϟ΍ ΕΎϨϴδΤΘϟ΍ϪϴΟϮΗϭΔόΟ΍ήϣϭΔόΑΎΘϣϭΪϳΪΤΘΑΓΩΎϘϟ΍ϡϮϘϳ .Ώ1 „
.ϦϴϴΟέΎΨϟ΍ϦϴϴϨόϤϟ΍ϊϣΓΩΎϘϟ΍ϞϋΎϔΘϳ .Ν1 „
.ΔδγΆϤϟ΍ ϲϓϦϴϠϣΎόϟ΍ϦϴΑΰϴϤΘϟ΍ΔϓΎϘΛΓΩΎϘϟ΍ϢϋΪϳ .Ω1 „
.ήϴϴϐΘϟ΍ΕΎϴϠϤόϟΔϠϋΎϔϟ΍Γέ΍ΩϹ΍ϭΔδγΆϤϟ΍ΔϧϭήϣϥΎϤοϰϠϋΓΩΎϘϟ΍ϞϤόϳ .ϫ1 „

.ΎϬΑϯάΘΤϳΝΫΎϤϧϥϮϠΜϤϳϢϬϧ΃ΎϤϛΉΩΎΒϤϟ΍ϭϢϴϘϟ΍ϭ Ύϳ΅ήϟ΍ϭΔϟΎγήϟ΍ΓΩΎϘϟ΍ϊπϳ .΃1

:ϲϠϳΎϤΑ ΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϲϓΓΩΎϘϟ΍ϡϮϘϳˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
ΕΎϴϗϼΧϷ΍ϭ ϢϴϘϟ΍ϭ ΔϟΎγήϟ΍ϭ Ύϳ΅ήϟ΍ Ϫϴϟ· ΪϨΘδΗ ϱάϟ΍ ϲγΎγϷ΍ νήϐϟ΍ ήθϧϭ ΪϳΪΤΗ ϝϼΧ Ϧϣ ΔδγΆϤϟ΍ ϞΒϘΘδϣ ϥΎϤο „
.ϲδγΆϤϟ΍ϙϮϠδϟ΍ϭ
ΎϬΟέΎΧϭΔδγΆϤϟ΍ϞΧ΍Ω ϲϨϬϤϟ΍ϙϮϠδϟ΍ϭ ΔϴόϤΘΠϤϟ΍ΔϴϟϭΆδϤϟ΍ϭΔϫ΍ΰϨϟ΍ ϲϓ ΔϨδΤϟ΍ΓϭΪϘϟ΍˯Ύτϋ·ϭΔϴδγΆϤϟ΍ϢϴϘϟ΍ΪϴδΠΗ „
.ΔδγΆϤϟ΍ΔϧΎϜϣϭΔόϤγΰϳΰόΗϭήϳϮτΘϟϢϬϨϣ ˱ Ύϴόγ
Ύϳ΅ήϟ΍ ϲϨΒΗϮΤϧϦϴϠϣΎόϟ΍ΩϮϬΟ ΪϴΣϮΗϭˬΎϬϤϴϤόΗϭ ΔδγΆϤϠϟ ΔϴΠϴΗ΍ήΘγ· Ε΍ΰϜΗήϣΪϳΪΤΗϭ΢ο΍ϭϲϠΒϘΘδϣέΎδϣΔϏΎϴλ „
.ΎϬϘϴϘΤΗ ϰϠϋϞϤόϟ΍ϭ ϑ΍ΪϫϷ΍ϭΔϟΎγήϟ΍ϭ
.ΓΩΎϘϠϟΔϴμΨθϟ΍ΕΎϓήμΘϟ΍ΔϴϠϋΎϓϦϴδΤΗϭΔόΟ΍ήϣ ϢΛϦϣϭΔδγΆϤϟΎΑΔϛήΘθϤϟ΍ΓΩΎϴϘϟ΍ΔϓΎϘΛ˯ΎϨΑϢϋΩϭήϳϮτΗ „

.ϲδγΆϤϟ΍˯΍ΩϷ΍ϭ ϱέ΍ΩϹ΍ϡΎψϨϟΎΑΔλΎΨϟ΍ΕΎϨϴδΤΘϟ΍ϪϴΟϮΗϭΔόΟ΍ήϣϭΔόΑΎΘϣϭΪϳΪΤΘΑΓΩΎϘϟ΍ϡϮϘϳ .Ώ1

:ϲϠϳΎϤΑ ΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϲϓΓΩΎϘϟ΍ϡϮϘϳˬϝΎΜϤϟ΍ϞϴΒγϰϠϋ
ήϴμϘϟ΍ϦϴϳΪϤϟ΍ ϰϠϋΕΎϳϮϟϭϸϟΔϘϤόϣΓήψϧϢϳΪϘΘϟϭ ϡΪϘΘϟ΍ϯϮΘδϣΔόΟ΍ήϤϟ Δϧί΍ϮΘϤϟ΍ Ξ΋ΎΘϨϟ΍Ϧϣ ΔϣΰΣϡ΍ΪΨΘγ·ϭϒϳήόΗ „
.ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϊϴϤΠΑΔλΎΨϟ΍ΕΎόϗϮΘϟ΍Γέ΍Ω· ϢΛϦϣϭϞϳϮτϟ΍ϭ
.ΔδγΆϤϠϟΔΒδϨϟΎΑΔΣΎΘϤϟ΍Ε΍έΪϘϟ΍ήϳϮτΗϭϢϬϓ „
.ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϊϴϤΠϟΔϣ΍ΪΘδϣ ϊϓΎϨϣήϴϓϮΗϭϲϠΒϘΘδϤϟ΍˯΍ΩϷ΍ϦϴδΤΗ ϞΟ΃ϦϣΎϬϘϴϘΤΗϢΗ ϲΘϟ΍Ξ΋ΎΘϨϟ΍ΔϣΰΣϢϴϴϘΗ „
ϊϗϮΘϤϟ΍ϭϲϟΎΤϟ΍˯΍ΩϷ΍ϯϮΘδϣΔϤΟήΘϟΓήϓϮΘϤϟ΍ΔϓήόϤϟ΍ ϡ΍ΪΨΘγ·ϭ ˬΔϗϮΛϮϣϭΔϴόϗ΍ϭΕΎϣϮϠόϣϰϠϋ ˯ΎϨΑΕ΍έ΍ήϘϟ΍ ϊϨλ „
.ΔϠμϟ΍Ε΍ΫΕΎϴϠϤόϠϟ
ϡΎϴϘϟ΍ ϢΛϦϣϭΔϴϠΒϘΘδϤϟ΍ΕΎϫϮϳέΎϨϴδϟ΍ ϢϬϔΘϟΔϴϣ΍ήϟ΍ΔϠϋΎϔϟ΍ΕΎϴϟϵ΍ ϲϨΒΗϝϼΧϦϣϦϴϴϨόϤϠϟΔϘΜϟ΍ΕΎϳϮΘδϣ ϰϠϋ΃ϖϴϘΤΗ „
.ΔϴϟΎϤϟ΍ήρΎΨϤϟΎΑΔϘϠόΘϤϟ΍ϚϠΗϭΔϴϠϴϐθΘϟ΍ϭΔϴΠϴΗ΍ήΘγϹ΍ΎϳΎπϘϠϟΔϠϋΎϓΓέ΍ΩϹϚϟΫ ΔϤΟήΘΑ

.ϦϴϴΟέΎΨϟ΍ ϦϴϴϨόϤϟ΍ϊϣΓΩΎϘϟ΍ϞϋΎϔΘϳ .Ν1

:ϲϠϳΎϤΑ ΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϲϓΓΩΎϘϟ΍ϡϮϘϳ ˬϝΎΜϤϟ΍ϞϴΒγϰϠϋ
ΔϔϠΘΨϤϟ΍ΔϴϠΒϘΘδϤϟ΍ΕΎόϗϮΘϟ΍ϭΔϴϟΎΤϟ΍ΕΎΟΎϴΘΣϺϟΔΒγΎϨϤϟ΍ΔΑΎΠΘγϹ΍ΪϳΪΤΗ ϢΛϦϣϭϊϗϮΗϭϢϬϔϟΖϤϤλϞϤϋ ΞϫΎϨϣ ϰϨΒΗ „
.ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϢϫϷ
ΔϟΩΎΒΘϤϟ΍ΔϘΜϟ΍ ΔϓΎϘΛϭΕΎϴϗϼΧϷ΍ϭ Δϟ˯ΎδϤϟ΍΃ΪΒϣϭΔϛήΘθϤϟ΍ϢϴϘϟ΍ ϰϠϋ ˯ΎϨΑ ΔδγΆϤϟΎΑ ΔϤϴϘϟ΍ΔϠδϠδϟϡΎόϟ΍έΎρϹ΍βϴγ΄Η „
.ΔΣέΎμϤϟ΍ϭ
ϊϴϤΟϲϠΤΗ ϥΎϤοϊϣˬ˯΍ΩϷ΍Ξ΋ΎΘϧϦϋϞϜϛϊϤΘΠϤϟ΍ϭ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϊϴϤΟϩΎΠΗ ΔϴϟϭΆδϤϟ΍ ϞϤΤΗϭΔϴϓΎϔθϟΎΑϡΎδΗϹ΍ „
.ϢϬΗΎϓήμΗϭϢϬΗϼϣΎόΗΔϓΎϛϲϓΔϣΎϘΘγϹ΍ϭ Δϫ΍ΰϨϟ΍ϭ ΔϴϟϭΆδϤϟ΍ϭΔϴϨϬϤϟ΍ΕΎϴϛϮϠδϟΎΑϦϴϠϣΎόϟ΍
ΔϘϠόΘϤϟ΍ΓΰϬΟϷ΍ϚϟΫ ϲϓ ΎϤΑ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟΎΑ ΔϘϠόΘϤϟ΍ΔϴϟΎϤϟ΍ήϴϏϭΔϴϟΎϤϟ΍ήϳέΎϘΘϟ΍Ω΍Ϊϋ·ϲϓΔϴϓΎϔθϟ΍ ϱήΤΗ ϥΎϤο „
.ϢϬΗΎόϗϮΗϊϣΐγΎϨΘϳΎϤΑϭΔϴδγΆϤϟ΍ ΔϤϛϮΤϟΎΑ
.ϞϤη΃ϭϊγϭ΃ΓέϮμΑϊϤΘΠϤϟ΍ ϰϠϋΓΪ΋ΎϔϟΎΑΩϮόΗ ϲΘϟ΍ΔτθϧϷ΍ ϲϓ ΔϛέΎθϤϟ΍ ϰϠϋ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϊϴϤΟϊϴΠθΗ „

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©EFQM2012 – For personal and intra-company use only - Not for commercial use.
 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ

.ΔδγΆϤϟ΍ ϲϓϦϴϠϣΎόϟ΍ϦϴΑΰϴϤΘϟ΍ΔϓΎϘΛΓΩΎϘϟ΍ϢϋΪϳ .Ω1
:ϲϠϳΎϤΑ ΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϲϓΓΩΎϘϟ΍ϡϮϘϳ ˬϝΎΜϤϟ΍ϞϴΒγϰϠϋ
ϢϬϟΎόϓ΃ ϝϼΧ Ϧϣ ϦϴϠϣΎόϟ΍ ϊϴϤΠϟ Δϟ˯ΎδϤϟ΍ϭ ϦϴδΤΘϟ΍ϭ ϦϴϜϤΘϟ΍ϭ ΓίΎϴΤϟ΍ϭ ϙ΍ήηϹ΍ ΔϓΎϘΛ ϖϠΨϟ ϲόδϟ΍ϭ ϢϤϬϟ΍ άΤη „
.ϢϬΑέΎΠΗϭϢϬΗΎϓήμΗϭ
.ΔΟΎΤϟ΍ΪϨϋΔΑΎΠΘγϹ΍ϭϢϠόΘϟ΍Δϋήγ ϰϠϋϢϬΗέΪϗ ϰϠϋ ΪϤΘόΗ ϪΘϣ΍ΪΘγ·ϭ Γέ΍Ϊμϟ΍ϊϗϮϣϰϠϋΔψϓΎΤϤϟ΍ϥ΄Αϙ΍έΩϹ΍ „
.ϢϬΗΎϳΎϏϭϢϬϓ΍Ϊϫ΃ϖϴϘΤΗϭϢϬττΧάϴϔϨΘϟΔδγΆϤϟ΍ϊϗ΍ϮϣΔϓΎϛ ϲϓ ϦϴϠϣΎόϟ΍ϊϴϤΠϟΏϮϠτϤϟ΍ϢϋΪϟ΍ϢϳΪϘΗ „
.ΐγΎϨϤϟ΍ΖϴϗϮΘϟ΍ϰϓϭ Δϣ˯ϼϣΓέϮμΑϦϴϠϣΎόϟ΍Ε΍ίΎΠϧ·ϭΩϮϬΠϟήϳΪϘΘϟ΍ϭϑ΍ήΘϋϹ΍ „
.ϲδγΆϤϟ΍ήϳϮτΘϟ΍ϭ ω΍ΪΑϹ΍ϊϴΠθΘϟΔϴϣ΍ήϟ΍ΔΜϳΪΤϟ΍ήϴϜϔΘϟ΍ΞϫΎϨϣϭΓΪϳΪΠϟ΍έΎϜϓϷ΍ΝΎΘϧ·ϢϋΪΗΔϓΎϘΜϟΞϳϭήΘϟ΍ϭ ϲϨΒΘϟ΍ „
.ιήϔϟ΍ΆϓΎϜΗϭωϮϨΘϟ΍ϊϴΠθΗϭΰϳΰόΗ „

.ήϴϴϐΘϟ΍ΕΎϴϠϤόϟΔϠϋΎϔϟ΍Γέ΍ΩϹ΍ϭΔδγΆϤϟ΍Δϧϭήϣ ϥΎϤοϰϠϋΓέΩΎϘϟ΍ϞϤόϳ .ϫ1

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ ϲϓ ΓΩΎϘϟ΍ϡϮϘϳ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
άΧϷ΍ϊϣΔϘΑΎδϟ΍ΔϓήόϤϟ΍ϭΓήΒΨϟ΍ϭΓήϓϮΘϤϟ΍ΕΎϣϮϠόϤϟ΍ ϰϠϋ ˯ΎϨΑΔΒ΋Ύμϟ΍Ε΍έ΍ήϘϟ΍ΔϋΎϨλ ϰϠϋΓέΪϘϟ΍ϭΔϧϭήϤϟΎΑϲϠΤΘϟ΍ „
.ΔϠϤΘΤϤϟ΍ ΎϬΠ΋ΎΘϨϟέΎΒΘϋϻ΍ϦϴόΑ
υΎϔΤϟ΍ϭ ΔϬΟϦϣ ϥΎδϧϹ΍ΕΎΒϠτΘϣ έΎΒΘϋϹ΍ϦϴόΑ άΧ΄ΗΔϧί΍ϮΘϣΔϐϴλΩΎΠϳϹ Δϣ˯ϼϤϟ΍ΔϴϠϤόϟ΍ϭΔϴϤϠόϟ΍ΔϴόΟήϤϟ΍ϊοϭ „
.ϢϬϬΟ΍ϮΗΔδϓΎϨΘϣ ϭ΃ΔπϗΎϨΘϣΕΎϳϮϟϭ΃ΎϬϧ΄ϛϭΎϧΎϴΣ΃ϭΪΒΗ ϲΘϟ΍ϭˬϯήΧ΃ΔϬΟϦϣ ΡΎΑέϷ΍ϖϴϘΤΗϭ ΔΌϴΒϟ΍ ϰϠϋ
ΏϮϠτϣϭϡΎϫήϴϴϐΗϦϣ ϪΛ΍ΪΣ· ϲϐΒϨϳΎϤϴϓϢϬΗΎϣΎϬγ·ϭϢϬϤϋΩ ϰϠϋϝϮμΤϟ΍ϭ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϊϴϤΟϙ΍ήηϹ ϲόδϟ΍ „
.ΔδγΆϤϠϟϡ΍ΪΘδϤϟ΍ΡΎΠϨϟ΍ϖϴϘΤΗ ϥΎϤπϟ
.ϦϴδΤΘϟ΍ΕΎϴϠϤϋ ϰϠϋΰϴϛήΘϟ΍ϭϊϳέΎθϤϠϟ ΔϤψϨϣΓέ΍Ω·ϝϼΧϦϣήϴϴϐΘϠϟ ΔϠϋΎϔϟ΍Γέ΍ΩϹ΍ „
.ΕΎϳϮϟϭϷ΍ΚϴΣϦϣΎϬΒϴΗήΗϭΔϴϋ΍ΪΑϹ΍έΎϜϓϷ΍ΝΎΘϧϹ ϢψϨϣΞϬϨϣ ϡ΍ΪΨΘγ·ϭ ϲϨΒΗ „
.Ϣ΋ϼϤϟ΍ ϲϨϣΰϟ΍έΎρϹ΍ϝϼΧΎϬϘϴϘΤΘϟΔϣίϼϟ΍Ωέ΍ϮϤϟ΍ήϴΨδΗ ϢΛϦϣϭ ΓΪϋ΍Ϯϟ΍ ΓΪϳΪΠϟ΍ έΎϜϓϷ΍΢ϴϘϨΗϭέΎΒΘΧ· „

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 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ

ΔϴΠϴΗ΍ήΘγϹ΍ .2

:έΎϴόϤϠϟΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ ΔδγΆϤϟ΍ϒϳήόΗ
ϢΘϳ .ΔϴϨόϤϟ΍ ϑ΍ήρϷ΍ ΢ϟΎμϣ ϝϮΣ έϮΤϤΘΗ ΔϴΠϴΗ΍ήΘγ·ήϳϮτΗ ϝϼΧ Ϧϣ ΎϬΘϳ΅έϭ ΎϬΘϟΎγέϖϴΒτΘΑ ΓΰϴϤΘϤϟ΍ ΕΎδγΆϤϟ΍ ϡϮϘΗ
.ΔϴΠϴΗ΍ήΘγϹ΍ ϖϴϘΤΘϟ ΕΎϴϠϤόϟ΍ϭ ϑ΍ΪϫϷ΍ϭ ςτΨϟ΍ϭΕΎγΎϴδϟ΍ϖϴΒτΗϭ ήϳϮτΗ

.ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϊϴϤΟΕΎόϗϮΗϭΕΎΟΎϴΘΣ·ϭΔϴΟέΎΨϟ΍ΔΌϴΒϟ΍ϢϬϓ ϰϠϋ ˯ΎϨΑ ΔϴΠϴΗ΍ήΘγϹ΍ ΔϏΎϴλ .΃2 „

.ΔδγΆϤϟ΍ΕΎϴϧΎϜϣ·ϭϲϠΧ΍Ϊϟ΍˯΍ΩϷ΍ϢϬϓ ϰϠϋ ˯ΎϨΑ ΔϴΠϴΗ΍ήΘγϹ΍ΔϏΎϴλ .Ώ2 „
.ΎϬϟΔϤϋ΍Ϊϟ΍ΕΎγΎϴδϟ΍ϊϣΎϬΜϳΪΤΗϭΎϬΘόΟ΍ήϣϭΔϴΠϴΗ΍ήΘγϹ΍ήϳϮτΗ .Ν 2 „
.ΎϬϟΔϤϋ΍Ϊϟ΍ΕΎγΎϴδϟ΍ϭΔϴΠϴΗ΍ήΘγϹ΍˯΍Ω΃ΔόΑΎΘϣϭϖϴΒτΗϭϢϴϤόΗ .Ω2 „

.ΔϴΟέΎΨϟ΍ΔΌϴΒϟ΍ϭΔδγΆϤϟΎΑϦϴϴϨόϤϟ΍ϦϣϞϛΕΎόϗϮΗϭΕΎΟΎϴΘΣ΍ϢϬϓ ϰϠϋ ˯ΎϨΑ ΔϴΠϴΗ΍ήΘγϹ΍ ΔϏΎϴλ :΃2

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
ΔϴΠϴΗ΍ήΘγϹ΍ΔόΟ΍ήϣϭήϳϮτΘϟϲγΎγ΃ϞΧΪϤϛ ΔδγΆϤϟΎΑϦϴϴϨόϤϟ΍ϊϴϤΠϟΔϴϠΒϘΘδϤϟ΍ΕΎόϗϮΘϟ΍ϭΔϴϟΎΤϟ΍ΕΎΟΎϴΘΣϹ΍ϊϴϤΠΗ „
.ΔϠϤΘΤϣΕ΍ήϴϐΘϣΔϳϷΐϫ΄ΗΔϟΎΣ ϲϓ ˯ΎϘΒϟ΍ϊϣˬΎϬϟΔϤϋ΍Ϊϟ΍ΕΎγΎϴδϟ΍ϭ
ϥ΃ϦϜϤϳ ϲΘϟ΍ΔϴϋΎϤΘΟϹ΍ϭ ϕ΍ϮγϷ΍ΕΎϫΎΠΗ·ϭϲϠΤϤϟ΍ϭϲϟϭΪϟ΍ΩΎμΘϗϹ΍ϞΜϣΔϴΟέΎΨϟ΍Ε΍ήηΆϤϟ΍ϢϬϓϭϞϴϠΤΗϭΪϳΪΤΗ „
.ΔδγΆϤϟ΍ ϰϠϋ ήΛΆΗ
ΔϴϤϴψϨΘϟ΍ ήρϷ΍ϭ ΔϴϧϮϧΎϘϟ΍ϭ ΔϴγΎϴδϟ΍ Ε΍ήϴϐΘϤϟ΍ ϰϠϋ ˬ˱ ΎϴϟϭΩϭ ˱ ΎϴϠΤϣ ˬϯΪϤϟ΍ ήϴμϗϭ ϯΪϤϟ΍ ϞϳϮρ ήΛϷ΍ ϊϗϮΗϭ ϢϬϓ „
.ΔϠμϟ΍Ε΍ΫΎϬΗΎΒϠτΘϣϭ
ΔΒδϨϟΎΑ ΔϨϜϤϣΔϴϠΒϘΘδϣΕΎϫϮϳέΎϨϴγ ϰϟ·ΎϬΘϤΟήΗϭΔϴΟέΎΨϟ΍ΔΌϴΒϟ΍ϲϓΕ΍ήϴϐΘϤϟ΍ ϰϠϋϑήόΘϠϟΔΒγΎϨϤϟ΍ΕΎϴϟϵ΍ ϡ΍ΪΨΘγ· „
.ΔδγΆϤϠϟ

.ΔδγΆϤϟ΍ΕΎϴϧΎϜϣ·ϭϲϠΧ΍Ϊϟ΍˯΍ΩϷ΍ϢϬϓ ϰϠϋ ˯ΎϨΑ ΔϴΠϴΗ΍ήΘγϹ΍ΔϏΎϴλ :Ώ 2

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
ήϳϮτΘϟ΍ιήϓΪϳΪΤΗ ϢΛϦϣϭˬΎϬϳΪϟΔϨϣΎϜϟ΍ϭΔϴϟΎΤϟ΍ ΕΎϴϧΎϜϣϹ΍ϭΕ΍έΪϘϟ΍ϢϬϓΔϟϭΎΤϤϟϲϠϴϐθΘϟ΍˯΍ΩϷ΍ΕΎϫΎΠΗ·ϞϴϠΤΗ „
.ΔϴΠϴΗ΍ήΘγϹ΍ΎϬϓ΍Ϊϫ΃ϖϴϘΤΘϟΔϣίϼϟ΍ϦϴδΤΘϟ΍ϭ
ϰϠϋϑήόΘϟ΍νήϐΑϦϴϠϤΘΤϤϟ΍ϭϦϴϴϟΎΤϟ΍˯ΎϛήθϟΎΑΔλΎΨϟ΍ΕΎϴϧΎϜϣϹ΍ϭΕ΍έΪϘϟΎΑΔϘϠόΘϤϟ΍ΕΎϣϮϠόϤϟ΍ϭΕΎϧΎϴΒϟ΍ϞϴϠΤΗ „
.ΔδγΆϤϟ΍Ε΍έΪϘϟΎϫΰϳΰόΗΔϴϔϴϛ
.ΔδγΆϤϟ΍˯΍Ω΃ ϰϠϋΓΪϳΪΠϟ΍ϝΎϤϋϷ΍ΝΫΎϤϧϭΎϴΟϮϟϮϨϜΘϠϟϞϤΘΤϤϟ΍ήΛϷ΍ρΎΒϨΘγ· „
ΔΒγΎϨϤϟ΍ήϳϮτΘϟ΍ϭ ϦϴδΤΘϟ΍ ιήϓϭΓϮϘϟ΍ρΎϘϧ ϰϠϋϑήόΘϠϟ ΔϠμϟ΍Ε΍Ϋ ΔϳέΎϴόϤϟ΍ΕΎϧέΎϘϤϟ΍ϊϣ ΔδγΆϤϟ΍ ˯΍Ω΃ ΔϧέΎϘϣ „
.ΎϬϳΪϟ

.ΎϬϟΔϤϋ΍Ϊϟ΍ΕΎγΎϴδϟ΍ϊϣΎϬΜϳΪΤΗϭΎϬΘόΟ΍ήϣϭΔϴΠϴΗ΍ήΘγϹ΍ήϳϮτΗ :Ν 2
:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
.ΔδγΆϤϟΎΑΔλΎΨϟ΍ΔϟΎγήϟ΍ϭΎϳ΅ήϟ΍ϖϴϘΤΗνήϐΑ ˬΎϬϟΔϤϋ΍Ϊϟ΍ΕΎγΎϴδϟ΍ϊϣΎϬϴϠϋυΎϔΤϟ΍ϭΔΤο΍ϭΔϴΠϴΗ΍ήΘγ·ΔϏΎϴλ „
ϩάϫ ϖϴϘΤΘϟ Δϣίϼϟ΍ Ωέ΍ϮϤϟ΍ ήϴϓϮΗ ϢΛ Ϧϣϭ ˬΕΎϴϠϤόϟ΍ ϢϴϤμΗϭ ΔϤϴϘϟ΍ ΔϠδϠγϭ ΔϴΠϴΗ΍ήΘγϹ΍ ϲϓ Δϣ΍ΪΘγϹ΍ ΉΩΎΒϣ ΞϣΩ „
.ϑ΍ΪϫϷ΍
.ΔϴΠϴΗ΍ήΘγϹ΍ ϑ΍ΪϫϷ΍ϭΎϳ΅ήϟ΍ϖϴϘΤΗϮΤϧϡΪϘΘϟ΍ϯϮΘδϣϢϴϴϘΗϭΔϟΎγήϟ΍ϖϴϘΤΘϟΔΑϮϠτϤϟ΍Δϴδϴ΋ήϟ΍Ξ΋ΎΘϨϟ΍ϢϬϓϭΪϳΪΤΗ „
.ΔϨϜϤϤϟ΍ΔϴϠΒϘΘδϤϟ΍ΕΎϫϮϳέΎϨϴδϟ΍ ςϴτΨΗϝϼΧϦϣΎϫΪϳΪΤΗ ϢΗ ϲΘϟ΍ ΔϴΠϴΗ΍ήΘγϹ΍ήρΎΨϤϟ΍Γέ΍ΩϹ ΔϠϋΎϓΕΎϴϟ΁ ϲϨΒΗ „
.ΔϓΎϛϊϤΘΠϤϟ΍ΔϣΪΨϟΔϛήΘθϣϢϴϗΔϏΎϴμϟΎϬϣ΍ΪΨΘγ·ΔϴϔϴϛϭϢϬϳΪϟΓήϓϮΘϤϟ΍Ε΍έΪϘϟ΍ϭΕ΍˯ΎϔϜϟ΍Ϣϫ΃ϢϬϓϭΔϓήόϣ „

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.ΎϬϟΔϤϋ΍Ϊϟ΍ΕΎγΎϴδϟ΍ϭΔϴΠϴΗ΍ήΘγϹ΍˯΍Ω΃ΔόΑΎΘϣϭϖϴΒτΗϭϢϴϤόΗ .Ω2
:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
˱
ΓέΪϗ ϰϠϋ ΍Ϊϴϛ΄ΗΎϬϤϋΪΗΔϴϤϴψϨΗ ϞϛΎϴϫϭΎϬϨϋΔϘΜΒϨϣ ϊϳέΎθϣϭ ˬΔϣ˯΍ϮΘϣΕΎϴϠϤϋ ϰϟ·ΔϴδγΆϤϟ΍ΕΎϴΠϴΗ΍ήΘγϹ΍ΔϤΟήΗ „
.ΔϠμϟ΍Ε΍Ϋ ΔϤϴϘϟ΍ΔϠδϠγϞΣ΍ήϣΔϓΎϛήΒϋΔΒγΎϨϤϟ΍ΔϋήδϟΎΑΔΑϮϠτϤϟ΍Ε΍ήϴϴϐΘϟ΍ϖϴΒτΗ ϰϠϋΔδγΆϤϟ΍
ΔϨϣΎϜϟ΍ϭ ΔϴϟΎΤϟ΍ Ε΍έΪϘϟ΍ ϦϴΑϭ ˬϯήΧ΃ ΕΎδγΆϣ ϊϣ ΔδγΆϤϟ΍ ˯΍Ω΃ ϦϴΑ ΔϳέΎϴόϣ ΕΎϧέΎϘϣ Ξ΋ΎΘϧ ϰϠϋ ϑ΍Ϊϫ΃ βϴγ΄Η „
.ΔϋϮοϮϤϟ΍ΔϴΠϴΗ΍ήΘγϹ΍ ϑ΍ΪϫϷ΍ϊϣ ΔϧέΎϘϤϟ΍ΐϧΎΟ ϰϟ· ΔδγΆϤϠϟ
.ϲδγΆϤϟ΍ήϳϮτΘϟ΍ΕΎϴϠϤϋϢϋΪϟΔϴϨϘΘϟ΍ϭΔϳΩΎϤϟ΍ϭΔϴϟΎϤϟ΍Ωέ΍ϮϤϟ΍ήϓϮΗ ϥΎϤο „
ΔϴΒΒδϟ΍" Δϗϼόϟ ΢ο΍Ϯϟ΍ ϒϳήόΘϟ΍ ϊϣ ΓΩϮθϨϤϟ΍ Ξ΋ΎΘϨϟ΍ ϖϴϘΤΘϟ ΎϬϟ ΔϤϋ΍Ϊϟ΍ ΕΎγΎϴδϟ΍ϭ ΔϴΠϴΗ΍ήΘγϺϟ ϢψΘϨϤϟ΍ ϖϴΒτΘϟ΍ „
."ήΛϷ΍ϭ
Ωέ΍ϮϤϟ΍ϭ Δϣ˯ϼϤϟ΍ΕΎγΎϴδϟΎΑ ΔϣϮϋΪϣϭΔΣΎΘϤϟ΍ιήϔϟ΍ϭϕ΍ϮγϷ΍ϢϬϓ ϰϠϋϰϨΒΗω΍ΪΑϺϟΔΤο΍ϭ ϑ΍Ϊϫ΃ϭΕΎϳΎϏϊοϭ „
.Δϣίϼϟ΍
.ΔΟΎΤϟ΍ ϪϴπΘϘΗΎϣϖϓϭ ϦϴϴϨόϤϟ΍ϰϠϋΎϬϟΔϤϋ΍Ϊϟ΍ΕΎγΎϴδϟ΍ϭΔϴΠϴΗ΍ήΘγϹ΍ϢϴϤόΗ „

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 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ

ϥϮϠϣΎόϟ΍ .3

έΎϴόϤϠϟΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ϒϳήόΗ
ϡϮϘΗϭ .ΔϴμΨθϟ΍ϭΔϴδγΆϤϟ΍ ϑ΍ΪϫϷ΍ ϦϴΑΔϟΩΎΒΘϣΔόϔϨϣϖϴϘΤΘΑ΢ϤδΗΔϓΎϘΛϲϨΒΗϭˬΎϬϳΪϟϦϴϠϣΎόϟ΍έΪϘΗΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍
ϢϫΰϔΤΗΔϘϳήτΑ ϢϫήϳΪϘΗϭϢϬΗ΄ϓΎϜϣϭϢϬόϣϞλ΍ϮΘϟ΍ϭ ϢϬΑ ˯ΎϨΘϋϹΎΑϡϮϘΗΎϤϛ .Γ΍ϭΎδϤϟ΍ϭΔϟ΍Ϊόϟ΍ΰϳΰόΗϭϦϴϠϣΎόϟ΍Ε΍έΪϗήϳϮτΘΑ
.ΔδγΆϤϟ΍΢ϟΎμϟϢϬϓέΎόϣϭϢϬΗ΍έΎϬϣϒϴυϮΗϦϣϢϬϨϜϤΗϭ ϢϬϣ΍ΰΘϟ· ϲϤϨΗϭ
.ΔδγΆϤϟ΍ ΔϴΠϴΗ΍ήΘγϹ ϦϴϠϣΎόϟ΍ ςτΧ ϢϋΩ .΃3 „
.ϢϬΗ΍έΪϗϭ ϦϴϠϣΎόϟ΍ Δϓήόϣ ήϳϮτΗ .Ώ3 „
.ϢϬϨϴϜϤΗϭϢϬϛ΍ήη·ϭ ϦϴϠϣΎόϟ΍ Δϣ˯΍Ϯϣ .Ν3 „
.ΔδγΆϤϟ΍ ˯ΎΤϧ΃ ϊϴϤΟ ϲϓ ΔϴϠϋΎϔΑ ϦϴϠϣΎόϟ΍ Ϟλ΍ϮΗ .Ω3 „
.ϢϬΑ ˯ΎϨΘϋϹ΍ϭ ϢϫΩϮϬΟ ήϳΪϘΗϭ ϦϴϠϣΎόϟ΍ Γ΄ϓΎϜϣ .ϫ3 „

.ΔδγΆϤϟ΍ ΔϴΠϴΗ΍ήΘγϹ ϦϴϠϣΎόϟ΍ ςτΧ ϢϋΩ .΃3

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
.ΔϴΠϴΗ΍ήΘγϹ΍ ϑ΍ΪϫϷ΍ ϖϴϘΤΘϟ Δϣίϼϟ΍ ϦϴϠϣΎόϟ΍ ˯΍Ω΃ ΕΎϳϮΘδϤϟ ΢ο΍Ϯϟ΍ΪϳΪΤΘϟ΍ „
.Δϴδϴ΋ήϟ΍ ΕΎϴϠϤόϟ΍ϭ ΔΜϳΪΤϟ΍ ΕΎϴϨϘΘϟ΍ϭϲϤϴψϨΘϟ΍ ϞϜϴϬϟ΍ϭ ˬΔδγΆϤϟ΍ΔϴΠϴΗ΍ήΘγ· ϊϣ ϦϴϠϣΎόϟ΍ ςτΧ Δϣ˯΍Ϯϣ „
.ΔϴΠϴΗ΍ήΘγϹ΍ ϑ΍ΪϫϷ΍ϖϴϘΤΗϢϋΪϟϰϤϴψϨΘϟ΍ϞϜϴϬϟ΍Δϣ˯΍ϮϣϭϒϴϜΘϟ΍ϲϓΔϋήδϟ΍ „
ϲϨΒΗ ϰϟ· ΔϓΎοϹΎΑ ˬςτΨϟ΍ϭ ΕΎγΎϴδϟ΍ϭ ϦϴϠϣΎόϟΎΑ ΔλΎΨϟ΍ ΕΎϴΠϴΗ΍ήΘγϹ΍ ΔόΟ΍ήϣϭ Ω΍Ϊϋ· ϲϓ ϢϬϴϠΜϤϣϭ ϦϴϠϣΎόϟ΍ ϙ΍ήη· „
.˱ ΎΒγΎϨϣ ϚϟΫ ϥΎϛ ϰΘϣ ΓήϜΘΒϣϭ Δϴϋ΍ΪΑ· ΞϫΎϨϣ
˱
Γ΍ϭΎδϤϟ΍ϥΎϤπϟϚϟΫϭΔΒγΎϨϣΕΎγΎϴγϰϠϋ ΍ΩΎϤΘϋ· ϲϔϴυϮϟ΍ ΐϗΎόΘϟ΍ϭΕϼϘϨΘϟ΍ϭ ϲϔϴυϮϟ΍ήϳϮτΘϟ΍ϭϒϴυϮΘϟ΍ΕΎϴϠϤϋΓέ΍Ω· „
.ιήϔϟ΍ΆϓΎϜΗϭ
ςτΧϭ ΕΎγΎϴγϭ ΕΎϴΠϴΗ΍ήΘγ· ϦϴδΤΘϟ ϦϴϠϣΎόϟ΍ ˯΍έ΁ ˯ΎμϘΘγ· ΝΫΎϤϧϭ ϝΎϜη΃ Ϧϣ ΎϫήϴϏϭ ϦϴϠϣΎόϟ΍ ΕΎΣϮδϣ ϡ΍ΪΨΘγ· „
.ϦϴϠϣΎόϟ΍

.ϢϬΗ΍έΪϗϭ ϦϴϠϣΎόϟ΍ Δϓήόϣ ήϳϮτΗ .Ώ3

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
.ΔϴΠϴΗ΍ήΘγϹ΍ ϑ΍ΪϫϷ΍ϭΔϟΎγήϟ΍ϭΎϳ΅ήϟ΍ϖϴϘΤΘϟΔΑϮϠτϤϟ΍ϦϴϠϣΎόϟ΍˯΍Ω΃ΕΎϳϮΘδϣϭ Ε΍˯ΎϔϜϟ΍ϭΕ΍έΎϬϤϟ΍ ΪϳΪΤΗ „
.ΕΎΟΎϴΘΣϹ΍ϩάϫΔϴΒϠΘϟΔΑϮϠτϤϟ΍Ε΍έΪϘϟ΍ϭΐϫ΍ϮϤϟΎΑυΎϔΘΣϹ΍ϭήϳϮτΗϭΏάΠϟϝΎόϔϟ΍ςϴτΨΘϟ΍ „
.ϢϬρΎΒΗέ·ΰϳΰόΗϊϣϪϨϴδΤΗ ϰϠϋ ϢϬΗΪϋΎδϣϭ ϦϴϠϣΎόϟ΍˯΍Ω΃ ϢϴϴϘΗ „
.ΓΪϳΪΟϒ΋Ύυϭ ϲϟϮΘϟϢϬΘϴϠϫ΁ϭ΃ϞϘϨΘϟ΍ϰϠϋϢϬΗέΪϗϥΎϤπϟϦϴϠϣΎόϟ΍Ε΍έΪϗϭΕ΍έΎϬϣήϳϮτΗ „
.ΔδγΆϤϠϟ ϢϬΗΎϤϫΎδϣϢϴψόΘϟϦϴϠϣΎόϠϟΔλήϔϟ΍ϭΩέ΍ϮϤϟ΍ϭ Ε΍˯ΎϔϜϟ΍ ήϓϮΗ ϥΎϤο „

.ϦϴϠϣΎόϟ΍ϦϴϜϤΗϭϙ΍ήη·ϭ Δϣ˯΍Ϯϣ .Ν3

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
ΔϛέΎθϤϟ΍ Ρϭέ ϝϼΧ Ϧϣ ϢϬΗΎϴϧΎϜϣ· ϞϣΎϛ ϕϼρ· Ϧϣ ϦϴϠϣΎόϟ΍ ϦϴϜϤΗϭ ϖϳήϔϟ΍ ϑ΍Ϊϫ΃ϭ ΔϴμΨθϟ΍ ϑ΍ΪϫϷ΍ ϦϴΑ Δϣ˯΍ϮϤϟ΍ „
.ϊϴϤΠϟ΍ϦϴΑΔϴϘϴϘΤϟ΍
ΔϓΎο· ΔϴϤϴψϨΘϟ΍ ϞϛΎϴϬϟ΍ϭ ϖϳϮδΘϟ΍ϭ ΕΎϴϠϤόϟ΍ϭ ΕΎΠΘϨϤϟ΍ ϰϠϋ ϖΒτϨϳ ϥ΃ ϦϜϤϳ ω΍ΪΑϹ΍ ϡϮϬϔϣ ϥ΄Α ϑ΍ήΘϋϹ΍ϭ ϙ΍έΩϹ΍ „
.ϝΎϤϋϷ΍ΝΫΎϤϨϟ
ΔϋήδΑΐϴΠΘδΗϭΔΤΘϔϨϣΕΎϴϠϘόΑϦϴϠϣΎόϟ΍ϊΘϤΗϥΎϤπϟΔδγΆϤϟ΍ϲϓϞϤόϟ΍ΕϻΎΠϣΔϓΎϛϲϓέΎϜΘΑϹ΍ϭ ω΍ΪΑϹ΍ΔϓΎϘΛΩΎΠϳ΍ „
.ΕΎϳΪΤΗϦϣϪϧϮϬΟ΍ϮϳΎϤϟ
.ϦϳήΧϵ΍ϯΪϟΎϬΘόϤγϭΎϬΗέϮμϟ ˱΍ΰϳΰόΗΔδγΆϤϠϟ˯΍ήϔγ΍ϮΤΒμϴϟϦϴϠϣΎόϟ΍ϊϴΠθΗ „
.ϞϜϛ ϊϤΘΠϤϟ΍ ΔϣΪΧ ϲϓ ΎΑΎΠϳ· ϢϫΎδΗϲΘϟ΍ ΔτθϧϷ΍ϲϓΔϛέΎθϤϠϟ ϦϴϠϣΎόϟ΍ΰϴϔΤΗ „

15

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 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ

.ΔδγΆϤϟ΍ ˯ΎΤϧ΃ ϊϴϤΟ ϲϓ ΔϴϠϋΎϔΑ ϦϴϠϣΎόϟ΍ Ϟλ΍ϮΗ .Ω3
:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
.ϢϬόϣ έ΍ϮΤϟ΍έ΍ήϤΘγϹ Δϣ˯ϼϤϟ΍Ε΍ϭΩϷ΍ϭΕΎϴΠϴΗ΍ήΘγϹ΍ ϡ΍ΪΨΘγ· ϢΛϦϣϭϦϴϠϣΎόϟΎΑΔλΎΨϟ΍Ϟλ΍ϮΘϟ΍ΕΎΟΎϴΘΣ·ϢϬϔΗ „
ΡΎΠϧ έ΍ήϤΘγ΍ ϲϓ ϢϫέϭΩ ΢ϴοϮΗ ϰϠϋ ϢϬΗέΪϗϭ ΎϬϟ ϦϴϠϣΎόϟ΍ ϢϬϓ ϥΎϤπϟ ϲΠϴΗ΍ήΘγ· ΰϴϛήΗϭ ΔΤο΍ϭ ΕΎϬΟϮΗ ϝΎμϳ· „
.ΔδγΆϤϟ΍
.ΔδγΆϤϟ΍ ˯ΎΤϧ΃ϊϴϤΟϲϓέ΍ϮΤϟ΍ϖϴϘΤΗϭΕΎγέΎϤϤϟ΍Ϟπϓ΃ϭΔϓήόϤϟ΍ϭΕΎϣϮϠόϤϟ΍ϝΩΎΒΗΕΎϴϠϤϋ ϊϴΠθΗϭϞϴϬδΗ „
ΔϠλ΍ϮΘϤϟ΍ΕΎϘϠΤϟ΍ ΔϓΎϛ ϲϓ ϖϳήϔϟ΍Ρϭέ˯ΎϨΑϭϙήΘθϤϟ΍ϥϭΎόΘϟ΍ ΔϴϠϋΎϓϖϴϤόΘϟΓήϤΘδϣΓέϮμΑϭ ϰόδΗΔϴδγΆϣΔϓΎϘΛΔϴϤϨΗ „
.ΔδγΆϤϟΎΑ ΔλΎΨϟ΍ΔϤϴϘϟ΍ΔδϠδϟΔϧϮϜϤϟ΍ϭ

.ϢϬΑ ˯ΎϨΘϋϹ΍ϭ ϢϫήϳΪϘΗϭ ϦϴϠϣΎόϟ΍ Γ΄ϓΎϜϣ .ϫ3

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
.ΔϓΎϔηΕΎγΎϴγϭΕΎϴΠϴΗ΍ήΘγ·ϊϣϒϴυϮΘϟ΍ρϭήηϭΎϳ΍ΰϤϟ΍ϭέϮΟϷ΍ Δϣ˯΍Ϯϣ „
.ϢϬΗ΍ίΎΠϧ·ϭϢϫΩϮϬΟήϳΪϘΘΑϡΎϴϘϟ΍ ϢΛϦϣϭ ω΍ΪΑϹ΍ϭϦϴδΤΘϟ΍ΕΎϴϠϤϋϲϓ ΔϛέΎθϤϟ΍ ϰϠϋϢϬΜΣϭϦϴϠϣΎόϟ΍ΰϴϔΤΗ „
Ϟλ΍ϮΗϭϞϤϋϦϣήμόϟ΍ ΎϳΎπϗΔϓΎϜϟέΎΒΘϋϹ΍ϦϴόΑάΧϷ΍ϊϣ ˬΔϴθϴόϤϟ΍ΓΎϴΤϟ΍ϊϣΔϧί΍ϮΘϣϭΔϴΤλϞϤϋΔΌϴΑΩϮΟϭϥΎϤο „
.ΔΜϳΪΤϟ΍ ϞϤόϟ΍ ΐϴϟΎγϷ ΔϓΎο·ΓΪϳ΍ΰΘϤϟ΍ ΔϤϟϮόϟ΍ΕΎϳΪΤΗϭ ˬ(24/7) ΔϋΎδϟ΍έ΍Ϊϣ ϰϠϋϊτϘϨϳ ϻ ήϤΘδϣ
.ϯήΧ΃ΔϬΟϦϣ ϞϤόϟ΍ϕήϓϭΔϬΟϦϣΩ΍ήϓϷ΍ϦϴΑΔϟΩΎΒΘϤϟ΍ΔϳΎϨόϟ΍ϭήϳΪϘΘϟ΍ϭϢϋΪϟ΍ΔϓΎϘΜϟΞϳϭήΘϟ΍ „
.ΎϬΘϣΪΨΑΔδγΆϤϟ΍ϡϮϘΗ ϲΘϟ΍ϕ΍ϮγϷ΍ϭΕΎόϤΘΠϤϟ΍ϭϦϴϠϣΎόϟ΍ωϮϨΗ ϞΒϘΗϭϡ΍ήΘΣ· „

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 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ

Ωέ΍ϮϤϟ΍ϭ ΕΎϛ΍ήθϟ΍ .4

έΎϴόϤϠϟΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ϒϳήόΗ
ΔϴΠϴΗ΍ήΘγϹ΍ ϢϋΩ ϞΟ΃ Ϧϣ ΔϴϠΧ΍Ϊϟ΍ Ωέ΍ϮϤϟ΍ϭ ϦϳΩέϮϤϟ΍ϭ ΔϴΟέΎΨϟ΍ ΕΎϛ΍ήθϟ΍ Γέ΍Ω·ϭ ςϴτΨΘΑ ΓΰϴϤΘϤϟ΍ ΕΎδγΆϤϟ΍ ϡϮϘΗ
.ϲόϤΘΠϤϟ΍ϭϲΌϴΒϟ΍ΎϫήϴΛ΄Θϟ ΔϠϋΎϔϟ΍ Γέ΍ΩϹ΍ϦϤπΗϚϟάΑϲϫϭ .ΎϬΑΔλΎΨϟ΍ΕΎϴϠϤόϠϟ ϝΎόϔϟ΍ϞϴϐθΘϟ΍ϭΕΎγΎϴδϟ΍ϭ
.Δϣ΍ΪΘδϣ ΔόϔϨϣ ϖϴϘΤΘϟ ϦϳΩέϮϤϟ΍ϭ ˯Ύϛήθϟ΍ Γέ΍Ω· .΃4 „
.ϡ΍ΪΘδϣΡΎΠϧ ϥΎϤπϟ ΔϴϟΎϤϟ΍ ϥϭΆθϟ΍ Γέ΍Ω· .Ώ4 „
.Δϣ΍ΪΘδϣ ΔϘϳήτΑ ΔϴόϴΒτϟ΍ Ωέ΍ϮϤϟ΍ϭ Ω΍ϮϤϟ΍ϭ Ε΍ΪόϤϟ΍ϭ ϲϧΎΒϤϟ΍ Γέ΍Ω· .Ν4 „
.ΔϴΠϴΗ΍ήΘγϹ΍ άϴϔϨΗ ϢϋΪϟ ΔϴϨϘΘϟ΍ Γέ΍Ω· .Ω4 „
.ΔδγΆϤϟ΍Ε΍έΪϗ˯ΎϨΑϭ ΔϠϋΎϓ ΓέϮμΑ Ε΍έ΍ήϘϟ΍ ΔϋΎϨλ ϢϋΪϟ ΔϓήόϤϟ΍ϭ ΕΎϣϮϠόϤϟ΍ Γέ΍Ω· .ϫ4 „

.Δϣ΍ΪΘδϣ ΔόϔϨϣ ϖϴϘΤΘϟ ϦϳΩέϮϤϟ΍ϭ ˯Ύϛήθϟ΍ Γέ΍Ω· .΃4

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
.ΔϴϠϋΎϔΑϢϬόϣϙήΘθϤϟ΍ϞϤόϠϟΔΒγΎϨϣΕΎϴϠϤϋϭΕΎγΎϴγϲϨΒΗϭ ˬΔδγΆϤϟ΍ΔϴΠϴΗ΍ήΘγ·ϖϓϭϦϳΩέϮϤϟ΍ϭ˯Ύϛήθϟ΍ϒϴϨμΗ „
.ΔϟΩΎΒΘϤϟ΍ ΔϴϓΎϔθϟ΍ϭϡ΍ήΘΣϹ΍ϭΔϘΜϟ΍ βγ΃ϰϠϋϦϳΩέϮϤϟ΍ϭ˯Ύϛήθϟ΍ϊϣΔϣ΍ΪΘδϣΕΎϗϼϋ ˯ΎϨΑ „
.ΎϬϤϴϗϭΔδγΆϤϟ΍ΔϴΠϴΗ΍ήΘγ·ϖϓϭϦϳΩέϮϤϟ΍ϭ˯Ύϛήθϟ΍ϞϤϋϥΎϤο „
΢ϟΎμϟ ΔϓΎπϣΔϤϴϗ ϖϴϘΤΘϟΔδγΆϤϟ΍ΕΎϴϧΎϜϣ·ϭΓέΪϗΰϳΰόΘϟΔϴϠΒϘΘδϤϟ΍ΕΎϛ΍ήθϟ΍ιήϓΪϳΪΤΗϑΪϬΑΔΒγΎϨϣΕΎϜΒη˯Ύθϧ· „
.ϦϴϠϣΎόΘϤϟ΍
ήΧϵ΍ ΎϬπόΑ ϢϋΩ ϝϼΧϦϣ ϦϴϴϨόϤϟ΍ ΢ϟΎμϟ ΔϓΎπϤϟ΍ ΔϤϴϘϟ΍ ΰϳΰόΗϭ ΔϟΩΎΒΘϣ ΔόϔϨϣ ϖϴϘΤΘϟ ΎϬ΋Ύϛήη ϊϣϲϋΎϤΠϟ΍ ϞϤόϟ΍ „
.ΔϓήόϤϟ΍ϭΩέ΍ϮϤϟ΍ϭΓήΒΨϟΎΑ

.ϡ΍ΪΘδϣΡΎΠϧ ϥΎϤπϟ ΔϴϟΎϤϟ΍ ϥϭΆθϟ΍ Γέ΍Ω· .Ώ4

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
.ΔϴϟΎϤϟ΍ΔϧϭήϤϟ΍ ϥΎϤοϭΔδγΆϤϠϟ ΔϠϣΎθϟ΍ ΔϴΠϴΗ΍ήΘγϹ΍ ϢϋΪϟ ΔϴϟΎϣ ΕΎϴϠϤϋϭ ΕΎγΎϴγϭ ΕΎϴΠϴΗ΍ήΘγ· ϡ΍ΪΨΘγ· „
.Ωέ΍ϮϤϠϟ ϞΜϣϷ΍ ϡ΍ΪΨΘγϹ΍ϥΎϤπϟϚϟΫϭΕΎϴϠϤόϟ΍ ΔόΟ΍ήϣϭ ήϳέΎϘΘϟ΍ Ω΍Ϊϋ·ϭ ΔΑΎϗήϟ΍ϭ ϲϟΎϤϟ΍ ςϴτΨΘϟ΍ ϢϴϤμΗ „
ήϴμϘϟ΍ϯΪϤϟ΍ ϰϠϋϊϳήδϟ΍΢Αήϟ΍ ϰϠϋΰϴϛήΘϟ΍Ϧϋ ˱ ΎοϮϋϞϳϮτϟ΍ϯΪϤϟ΍ ϰϠϋΕΎΟΎϴΘΣϹ΍ΔϴΒϠΘϟΔϣίϼϟ΍Ωέ΍ϮϤϟ΍κϴμΨΗ „
.ΔΒγΎϨϤϟ΍ΕϻΎΠϤϟ΍ϲϓΔϴδϓΎϨΘϟ΍ΓέΪϘϟ΍ΰϳΰόΗϭΓίΎϴΣϊϣ
.ΔδγΆϤϟ΍ϲϓ ΔΒγΎϨϤϟ΍ΕΎϳϮΘδϤϟ΍ΔϓΎϛϖϓϭ ΎϬϠϳΪόΗϭ ˬΔϴϟΎϤϟ΍ ΔϴδγΆϤϟ΍ ΔϤϛϮΤϟ΍ ΕΎϴϠϤϋ ϡ΍ΪΨΘγ· „
ΔϳΩΎμΘϗϻ΍ έΎΛϵ΍ έΎΒΘϋϹ΍ϦϴόΑ άΧϷ΍ ϊϣ ˬΔϳΩΎϤϟ΍ ήϴϏϭ ΔϳΩΎϤϟ΍ ϝϮλϷ΍ ϲϓέΎϤΜΘγϻ΍ϯϭΪΟ Ϧϣ ϖϘΤΘϟ΍ϭέΎϴΘΧ·ϭ ϢϴϴϘΗ „
.ϞϳϮτϟ΍ ϯΪϤϟ΍ ϰϠϋ ΔϴΌϴΒϟ΍ϭ ΔϴϋΎϤΘΟϻ΍ϭ

.Δϣ΍ΪΘδϣ ΔϘϳήτΑ ΔϴόϴΒτϟ΍ Ωέ΍ϮϤϟ΍ϭ Ω΍ϮϤϟ΍ϭ Ε΍ΪόϤϟ΍ϭ ϲϧΎΒϤϟ΍ Γέ΍Ω· .Ν4

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
.ΎϴΌϴΑϭΎϴϟΎϣΔϣ΍ΪΘδϣΔϘϳήτΑΩ΍ϮϤϟ΍ϭΕ΍ΪόϤϟ΍ϭ ϲϧΎΒϤϟ΍ Γέ΍ΩϹ ΕΎϴϠϤϋϭΕΎγΎϴγϭ ΕΎϴΠϴΗ΍ήΘγ· ϡ΍ΪΨΘγ· „
.Ω΍ϮϤϟ΍ϭ Ε΍ΪόϤϟ΍ϭ ϲϧΎΒϤϟ΍ ϚϟΫ ϲϓ ΎϤΑ ΔϳΩΎϤϟ΍ΎϬϟϮλ΃ ΔϓΎϛϦϣ΃ϭ ΓΎϴΣ ΓέϭΪϟΔϠϋΎϔϟ΍Γέ΍ΩϹ΍ϭ ϞΜϣϷ΍ ϡ΍ΪΨΘγϹ΍ „
.ΔΌϴΒϟ΍ϭΔϣϼδϟ΍ϭΔϣΎόϟ΍ΔΤμϟ΍ϰϠϋΎϬΗΎϣΪΧϭΎϬΗΎΠΘϨϣΓΎϴΣΓέϭΩϭΔϴϠϴϐθΘϟ΍ΎϬΗΎϴϠϤϋήΛϷϞΜϣϷ΍ϥί΍ϮΘϟ΍ϖϴϘΤΗϭαΎϴϗ „
.ΔϴϧϮϧΎϘϟ΍ ΕΎΒϠτΘϤϟ΍ϭ ήϴϳΎόϤϟ΍ ϰτΨΘΗϭϲϓϮΘδΗΔΣϮϤρ ϑ΍Ϊϫ΃ΪϳΪΤΗ ˱ϼϣΎη ΔϴϤϟΎόϟ΍ϭΔϴϠΤϤϟ΍ΔΌϴΒϟ΍ϰϠϋήΛϷ΍ ϞϴϠϘΗ „
.ΔδγΆϤϟ΍ϪΑϞϤόΗϱάϟ΍ωΎτϘϟ΍ ϦϤο ΔϴϋΎϤΘΟϹ΍ϭ ΔϴΌϴΒϟ΍ϭ ΔϳΩΎμΘϗϹ΍ήϴϳΎόϤϟΎΑ˯ΎϘΗέϹ΍ϰϟ·Ώϭ΅Ϊϟ΍ ϲόδϟ΍ „

.ΔϴΠϴΗ΍ήΘγϹ΍ άϴϔϨΗ ϢϋΪϟ ΔϴϨϘΘϟ΍ Γέ΍Ω· .Ω4

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
.ΔδγΆϤϠϟ ΔϣΎόϟ΍ ΔϴΠϴΗ΍ήΘγϹ΍ ϢϋΪϟΔϠϣΎϜΘϣΔϴϨϘΗ ΔϣΰΣΓέ΍Ω· „
.ϞϜϛΔδγΆϤϟ΍ϭϊϳέΎθϤϟ΍ϭΕΎϴϠϤόϠϟϒϴϜΘϟ΍ΔϋήγϭΔϧϭήϣΔΟέΩϦϴδΤΗνήϐΑΔϴϨϘΘϟ΍ ΔϣΰΤϟ΍ήϳϮτΗϭϢϴϴϘΗ „
.ΎϬϨϣ ΔΠΗΎϨϟ΍ Ϊ΋΍Ϯϔϟ΍ ϢϴψόΘϟ ϑΪϬΗ ΔΜϳΪΣΕΎϴϨϘΗϖϴΒτΗϭ ήϳϮτΗ ϲϓ Δϗϼόϟ΍ ϱϭΫ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϙ΍ήη· „
.ΔΌϴΒϟ΍ ϰϠϋϭ ΎϬΗ΍έΪϗϭ ΔδγΆϤϟ΍ ˯΍Ω΃ ϰϠϋ ΎϫήϴΛ΄Η ˯Ϯο ϲϓΔΌηΎϧϭ ΔϠϳΪΑ ΕΎϴϨϘΗϢϴϴϘΗϭ ΪϳΪΤΗ „
.έΎϜΘΑϹ΍ϭ ω΍ΪΑϹ΍ΔϓΎϘΛϢϋΪϟΎϴΟϮϟϮϨϜΘϟ΍ ϡ΍ΪΨΘγ· „

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 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ


.ΔδγΆϤϟ΍Ε΍έΪϗ˯ΎϨΑϭ ΔϠϋΎϓ ΓέϮμΑ έ΍ήϘϟ΍ΔϋΎϨλ ϢϋΪϟ ΔϓήόϤϟ΍ϭ ΕΎϣϮϠόϤϟ΍ Γέ΍Ω· .ϫ4

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
.ΐγΎϨϤϟ΍ΖϴϗϮΘϟ΍ ϲϓ έ΍ήϘϟ΍ΔϋΎϨλ ϲϓ Ϣ΋ϼϤϟ΍ϢϋΪϟ΍ϢϬϟήϓϮΗΔϴϓΎϛϭΔϘϴϗΩΕΎϣϮϠόϤΑΓΩΎϘϟ΍ΪϳϭΰΗ ϥΎϤο „
.ΔϴϠϋΎϔΑ ΎϬϣ΍ΪΨΘγ·ϭΎϬϟΩΎΒΗϦϜϤϳ Δϓήόϣϰϟ·ϡϭΰϠϟ΍ΪϨϋϭ ΕΎϣϮϠόϣ ϰϟ· ΕΎϧΎϴΒϟ΍ ϞϳϮΤΗ „
.ω΍ΪΑ·ϭέΎϜϓ΃ΝΎΘϧ΍ϲϓΔϴϤϛ΍ήΘϟ΍ϢϬΘϓήόϣ ϡ΍ΪΨΘγ΍ϭ ˬΔϗϼόϟ΍ ϱϭΫ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϙ΍ήηϹΞϫΎϨϣβϴγ΄Η „
ϥΎϤο ϊϣϚϟΫ ΔΒϗ΍ήϤΑ ϡΎϴϘϟ΍ϭ ˬΔϠμϟ΍ Ε΍Ϋ ΔϓήόϤϟ΍ϭΕΎϣϮϠόϤϟ΍ ϰϠϋ ωϼρϹΎΑ ϦϴϴΟέΎΨϟ΍ ϦϴϣΪΨΘδϤϟ΍ϭ ϦϴϠϣΎόϠϟ ΡΎϤδϟ΍ „
.ΔδγΆϤϠϟ ΔϳήϜϔϟ΍ ΔϴϜϠϤϟ΍ ϕϮϘΣϭ Ϧϣ΃ΔϳΎϤΣ
.ϦϴδΤΘϟ΍ϭέΎϜΘΑϻ΍ϭω΍ΪΑϺϟ ΔϨϣΎϜϟ΍ ιήϔϟ΍ ΪϳΪΤΘϟϥϭΎόΘϟ΍ϭϢϠόΘϟ΍ ΕΎϜΒηΓέ΍Ω·ϭβϴγ΄Η „
.ΎϬϨϣϯϮμϘϟ΍ΓΩΎϔΘγϹ΍ϖϘΤϳ ϱάϟ΍ ϲϨϣΰϟ΍ϯΪϤϟ΍ϝϼΧϊϗ΍ϭ ϰϟ·έΎϜϓϷ΍ϞϳϮΤΗ „

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 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ

ΕΎϣΪΨϟ΍ϭΕΎΠΘϨϤϟ΍ϭΕΎϴϠϤόϟ΍ .5

έΎϴόϤϠϟΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ ΔδγΆϤϟ΍ϒϳήόΗ
ϦϴϠϣΎόΘϤϟ΍΢ϟΎμϟ ΔϤϴϘϟ΍ Ϧϣ Ϊϳΰϣ ΔϓΎοϹ ΎϬΗΎϣΪΧϭ ΎϬΗΎΠΘϨϣϭ ΎϬΗΎϴϠϤϋϦϴδΤΗϭΓέ΍Ω·ϭϢϴϤμΘΑ ΓΰϴϤΘϤϟ΍ ΕΎδγΆϤϟ΍ ϡϮϘΗ
.ϯήΧϷ΍ ΔϴϨόϤϟ΍ ϑ΍ήρϷ΍ϭ
.ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ϊϴϤΟ ΢ϟΎμϟ ΔϤϴϘϟ΍ ϢϴψόΗ ϑΪϬΑ ΎϬΗέ΍Ω·ϭ ΕΎϴϠϤόϟ΍ ϢϴϤμΗ .΃5 „
.ϦϴϠϣΎόΘϤϟ΍ ΢ϟΎμϟ ϰϠΜϤϟ΍ ΔϤϴϘϟ΍ ϖϴϘΤΘϟ ΕΎϣΪΨϟ΍ϭ ΕΎΠΘϨϤϟ΍ ήϳϮτΗ .Ώ5 „
.ϞϋΎϓ ϞϜθΑ ΎϬϘϳϮδΗϭ ΕΎϣΪΨϟ΍ϭ ΕΎΠΘϨϤϠϟ ΞϳϭήΘϟ΍ .Ν5 „
.ΕΎϣΪΨϟ΍ϭ ΕΎΠΘϨϤϟ΍ Γέ΍Ω·ϭϢϳΪϘΗϭΝΎΘϧ΍ .Ω5 „
.ΎϫΰϳΰόΗϭ ϦϴϠϣΎόΘϤϟ΍ ΕΎϗϼϋ Γέ΍Ω· .ϫ5 „

.ΔδγΆϤϟΎΑϦϴϴϨόϤϟ΍ ϊϴϤΟ ΢ϟΎμϟ ΔϤϴϘϟ΍ ϢϴψόΗ ϑΪϬΑ ΎϬΗέ΍Ω·ϭ ΕΎϴϠϤόϟ΍ ϢϴϤμΗ .΃5
:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
.ΔϴδγΆϤϟ΍ΔϴΠϴΗ΍ήΘγϹ΍άϴϔϨΘϟΔϴδϴ΋ήϟ΍ΕΎϴϠϤόϠϟϡΎϋέΎρ· ϡ΍ΪΨΘγ· „
.ΔδγΆϤϟ΍ΩϭΪΣϰτΨΘΗϲΘϟ΍ΕΎϴϠϤόϟ΍ϞϤθϳΎϤΑˬΎϬΘϳΎϬϧϰϟ·ΎϬΘϳ΍ΪΑϦϣΕΎϴϠϤόϟ΍Γέ΍Ω· „
.ΎϫήϳϮτΗϭΎϬΘϧΎϴλϭΕΎϴϠϤόϟ΍ ϊοϭϲϓϢϬΗΎϴϟϭΆδϣϭϢϫέ΍ϭΩϷΕΎϴϠϤόϟ΍ (ϲϟϭΆδϣ) ϲϜϟΎϣϢϬϓϥΎϤο „
˯΍ήΟ·ϞΟ΃ϦϣϚϟΫϭ ˬΕΎΟήΨϤϠϟβϴϳΎϘϣϦϣΎϬΑ ϖϠόΘϳΎϣϭΕΎϴϠϤόϠϟ˯΍Ω΃Ε΍ήηΆϣϦϣΔϴϘτϨϣϭΔϧί΍ϮΘϣΔϣΰΣήϳϮτΗ „
.ΔϴΠϴΗ΍ήΘγϹ΍ ϑ΍ΪϫϷ΍ϖϴϘΤΗϲϓΎϬΗΎϤϫΎδϣϭΔϴδϴ΋ήϟ΍ΕΎϴϠϤόϟ΍Γ˯ΎϔϛϭΔϴϠϋΎϔϟΔόΟ΍ήϣ
Ε΍Ϋ ΔϳέΎϴόϤϟ΍ ΕΎϧέΎϘϤϟ΍ ˯΍ήΟ· Ξ΋ΎΘϨΑ ΔϧϭήϘϣ ΎϬΗ΍έΪϗ ϞϴϠΤΗ Ξ΋ΎΘϧϭ ΕΎϴϠϤόϠϟ ϲϟΎΤϟ΍ ˯΍ΩϷΎΑ ΔλΎΨϟ΍ ΕΎϧΎϴΒϟ΍ ϡ΍ΪΨΘγ· „
.ϦϴδΤΘϟ΍ΕΎϴϠϤϋϭέΎϜΘΑϹ΍ϭ ω΍ΪΑϹ΍ϞϴόϔΗϞΟ΃Ϧϣ ˬΔϠμϟ΍

.ϦϴϠϣΎόΘϤϟ΍ ΢ϟΎμϟ ϰϠΜϤϟ΍ ΔϤϴϘϟ΍ ϖϴϘΤΘϟ ΕΎϣΪΨϟ΍ϭ ΕΎΠΘϨϤϟ΍ ήϳϮτΗ .Ώ5

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
έΎϜΘΑ΍ϭ ήϳϮτΗ ϲϓ ˬϦϜϣ΃ ΎϤϠϛ ϢϬϛ΍ήη· ϰϠϋ ϞϤόϟ΍ ϊϣ ˬϦϴϠϣΎόΘϤϟ΍ ΢ϟΎμϟ ΔϤϴϗ ΔϓΎο·ϭ έΎϜΘΑ· ϞΟ΃ Ϧϣ ΚϴΜΤϟ΍ ϲόδϟ΍ „
.ΓΪϳΪΟ ΏέΎΠΗϭΕΎΠΘϨϣϭΕΎϣΪΧ
ΕΎϨϴδΤΘϟ΍ ΪϳΪΤΗϭ ˬ˰Α ΆΒϨΘϟ΍ ϑΪϬΑ ˯΍έϵ΍˯ΎμϘΘγ· ϝΎϜη΃ Ϧϣ ϚϟΫ ήϴϏϭ ϦϴϠϣΎόΘϤϟ΍ ΕΎΣϮδϣϭ ϕϮδϟ΍ ΕΎγ΍έΩ ϡ΍ΪΨΘγ· „
.ΕΎϣΪΨϟ΍ϭΕΎΠΘϨϤϠϟΔϠϣΎϜϟ΍ ΔϗΎΒϟ΍ ΰϳΰόΗ ϑΪϬΘδΗ ϲΘϟ΍
.ϦϴϠϤΘΤϤϟ΍ϭ΃ϦϴϴϟΎΤϟ΍ϦϴϠϣΎόΘϤϟ΍ΕΎϋϮϤΠϤϟΓήϴϐΘϤϟ΍ΕΎΒϠτΘϤϟ΍ϊϣϡ˯ϼΘϳΎϤΑΎϬΗΎϣΪΧϭΎϬΗΎΠΘϨϣ ΔϗΎΑ ήϳϮτΗ „
.ΔϟϭΆδϣΔϘϳήτΑϭΓ˯ΎϔϜΑ ΕΎϣΪΨϟ΍ϭ ΕΎΠΘϨϤϠϟΔϠϣΎϜϟ΍ ΓΎϴΤϟ΍ ΓέϭΩήϳΪΗϭΕΎΠΘϨϤϟ΍ϭΕΎϣΪΨϟ΍Ϧϣ ΔϗΎΑϢϴϤμΗ „

.ϞϋΎϓ ϞϜθΑ ΎϬϘϳϮδΗϭ ΕΎϣΪΨϟ΍ϭ ΕΎΠΘϨϤϟ΍ ΞϳϭήΗ .Ν5

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
ϢϬΗΎόϗϮΗϭ ΔϔϠΘΨϤϟ΍ ϢϬΗΎΟΎϴΘΣΈΑ ΆΒϨΘϟ΍ ϢΛ Ϧϣϭ ˬϦϴϠϤΘΤϤϟ΍ϭ ϦϴϴϟΎΤϟ΍ ˬΎϬόϣ ϦϴϠϣΎόΘϤϠϟ ΔϔϠΘΨϤϟ΍ ΕΎϋϮϤΠϤϟ΍ ϰϠϋ ϑήόΘϟ΍ „
.ΔϴϠΒϘΘδϤϟ΍
.ΔΑΫΎΟϭΔϣ΍ΪΘδϣΔϤϴϗ νϭήϋϰϟ· ϦϴϠϤΘΤϤϟ΍ϭϦϴϴϟΎΤϟ΍ϦϴϠϣΎόΘϤϠϟ ΔϨϜϤϤϟ΍ΕΎΒϠτΘϤϟ΍ϭΕΎόϗϮΘϟ΍ϭΕΎΟΎϴΘΣϹ΍ϞϳϮΤΗ „
ϦϴϠϣΎόΘϤϟ΍ΕΎΌϓϭ ϕϮδϟ΍ϲϓϊϗϮϤϟ΍ϭ "ΓΪϳήϔϟ΍ϊϴΒϟ΍νϭήϋ"ϭΎϬΑ ιΎΨϟ΍ΔϤϴϘϟ΍νήϋΪϳΪΤΗϝϼΧϦϣϞϤόϟ΍ΝΫϮϤϧάϴϔϨΗ „
.ϊϳίϮΘϟ΍Ε΍ϮϨϗϭΔϓΪϬΘδϤϟ΍
.ΔϓΪϬΘδϤϟ΍ ϦϴϣΪΨΘδϤϟ΍ϭ ϦϴϠϣΎόΘϤϟ΍ ΕΎϋϮϤΠϤϟ ΎϬΗΎϣΪΧϭ ΎϬΗΎΠΘϨϣ ϦϋΞϳϭήΘϠϟ ΔϴϘϳϮδΗ ΕΎϴΠϴΗ΍ήΘγ· ήϳϮτΗ „

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 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ


.ΕΎϣΪΨϟ΍ϭ ΕΎΠΘϨϤϟ΍Γέ΍Ω·ϭϢϳΪϘΗϭΝΎΘϧ΍ .Ω5

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
ϊϣ ϡ˯ϼΘϳ ΎϤΑ ϚϟΫϭ ˬΔϴϠΒϘΘδϤϟ΍ ϢϬΗΎόϠτΗϭ ΔϴϟΎΤϟ΍ ϦϴϠϣΎόΘϤϟ΍ ΕΎΟΎϴΘΣ· ίϭΎΠΗ ϭ΃ ˬΔϴΒϠΘϟ ΕΎϣΪΧϭ ΕΎΠΘϨϣ ϢϳΪϘΗϭ ΝΎΘϧ· „
.ΔδγΆϤϟ΍ϞΒϗϦϣ ϡΪϘϤϟ΍ ΔϤϴϘϟ΍νήϋ
.ΔϤϴϘϟ΍νήϋ ϲϓ ΓΩέ΍Ϯϟ΍ΎϬΗΎϣ΍ΰΘϟΈΑ˯ΎϔϳϹΎΑέ΍ήϤΘγϹ΍ ϰϠϋΔδγΆϤϟ΍ΓέΪϗϥΎϤπϟ ΔϴϠϋΎϓϭΓ˯Ύϔϛ Ε΍Ϋ ΔϤϴϗ ΔϠδϠγήϳϮτΗ „
.ϦϴϠϣΎόΘϤϟ΍ΏέΎΠΗϢϴψόΘϟ ϚϟΫϭϦϴϠϣΎόϠϟϡίϼϟ΍ϦϴϜϤΘϟ΍ϭΕ΍˯ΎϔϜϟ΍ϭΔϳέϭήπϟ΍Ωέ΍ϮϤϟ΍ήϓϮΗ ϥΎϤο „
ϦϴόΑάΧϷ΍ ϊϣ ˬ˱ ΎΒγΎϨϣ ϚϟΫ ϥΎϛ ϰΘϣ ήϳϭΪΘϟ΍ϭ ϡ΍ΪΨΘγϹ΍ ΓΩΎϋ· ϚϟΫ ϲϓ ΎϤΑ ˬΎϬΗΎϴΣ ΓέϭΩ ϝ΍Ϯρ ΕΎϣΪΨϟ΍ϭ ΕΎΠΘϨϤϟ΍ Γέ΍Ω· „
.ΔΌϴΒϟ΍ϭΔϣϼδϟ΍ϭ ΔϣΎόϟ΍ ΔΤμϟ΍ ϰϠϋ έΎΛ΁ ΔϳϷ έΎΒΘϋϹ΍
ϢϴψόΗϞΟ΃Ϧϣ ΎϬϳΪϟϦϴδΤΘϟ΍ιήϓϭΓϮϘϟ΍ρΎϘϧϦϣϢϠόΘϟ΍ϭˬΔϠμϟ΍Ε΍ΫΔϴγΎϴϘϟ΍ήϴϳΎόϤϟ΍ϭ˯΍ΩϷ΍ΕΎϳϮΘδϣϊϣ ΎϬ΋΍Ω΃ΔϧέΎϘϣ „
.ϦϴϠϣΎόΘϤϠϟΔϓΎπϤϟ΍ΔϤϴϘϟ΍

.ΎϫΰϳΰόΗϭ ϦϴϠϣΎόΘϤϟ΍ ΕΎϗϼϋΓέ΍Ω· .ϫ5

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ
.ΔΑϮϠτϤϟ΍ΔϴϠϋΎϔϟΎΑΕΎϗϼόϟ΍ ϩάϫ Γέ΍Ω·ϞΟ΃ϦϣΕΎϴϠϤϋϭΕΎγΎϴγ ˯ΎϨΑϭˬΔδγΆϤϟ΍ΔϴΠϴΗ΍ήΘγ·ϖϓϭˬϦϴϠϣΎόΘϤϟ΍ ϒϴϨμΗ „
.ϦϴϠϣΎόΘϤϟ΍ϊϣΪϣϷ΍ϞϳϮρϭϲϣϮϴϟ΍Ϟλ΍ϮΘϟ΍ ΕΎΒϠτΘϣ ΔϴΒϠΗϭ ΪϳΪΤΗ „
.ΔΣέΎμϤϟ΍ϭΔϴϓΎϔθϟΎΑϢδΘϳϦϴϠϣΎόΘϤϟ΍ϊϣ Ϟλ΍ϮΘϣέ΍ϮΣήϳϮτΗϭ˯ΎϨΑ „
ϦϤπΗ Δϣ˯ϼϣΓέϮμΑ ΖϤϤλΕΎϴϠϤόϟ΍ϥ΃ϥΎϤοϭ ˬΎϬόϣ ϦϴϠϣΎόΘϤϟ΍ ΏέΎΠΗϭΕΎϋΎΒτϧϹΓήϤΘδϤϟ΍ΔόΟ΍ήϤϟ΍ϭΔόΑΎΘϤϟ΍ „
.ΕΎψΣϼϣΔϳϷ ΔΒγΎϨϤϟ΍ΔΑΎΠΘγϹ΍ΎϬϟ
.ΕΎϣΪΨϟ΍ϭΕΎΠΘϨϤϟ΍ ϡ΍ΪΨΘγ·ϩΎΠΗϢϬΗΎϴϟϭΆδϤϟϦϴϠϣΎόΘϤϟ΍ΏΎόϴΘγ· ϥΎϤο „

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 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ

ϦϴϠϣΎόΘϤϟ΍Ξ΋ΎΘϧ .6

έΎϴόϤϠϟΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ ΔδγΆϤϟ΍ϒϳήόΗ
.ΎϬόϣϦϴϠϣΎόΘϤϟ΍ΕΎόϗϮΗϭΕΎΟΎϴΘΣ· ίϭΎΠΘΗϭ΃ϲΒϠΗ Δϣ΍ΪΘδϣϭ ΓήϫΎΑΞ΋ΎΘϧϖϘΤΗΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ

ΕΎγΎϴδϟ΍ϭ ΎϬΘϴΠϴΗ΍ήΘγϹ ΢ΟΎϨϟ΍ ϖϴΒτΘϟ΍ ΪϳΪΤΘϟ ΔϠμϟ΍ Ε΍Ϋ ˯΍ΩϷ΍ Ε΍ήηΆϣϭ ΕΎϋΎΒτϧϹ΍ βϴϳΎϘϣ Ϧϣ ΔϣΰΣ ϡ΍ΪΨΘγ· „
.ΎϬόϣϦϴϠϣΎόΘϤϟ΍ΕΎόϗϮΗϭΕΎΟΎϴΘΣ· ϰϠϋ ˯ΎϨΑ ˬΎϬϟΔϤϋ΍Ϊϟ΍
ϢΗϲΘϟ΍ΔϴΠϴΗ΍ήΘγϹ΍ϖϓϭϚϟΫϭ ˬϦϴϠϣΎόΘϤϟ΍ΕΎόϗϮΗϭΕΎΟΎϴΘΣ·ϰϠϋ˯ΎϨΑΔϴδϴ΋ήϟ΍ϦϴϠϣΎόΘϤϟ΍Ξ΋ΎΘϨϟΔΤο΍ϭ ϑ΍Ϊϫ΃ ϊοϭ „
.ΎϫΪϳΪΤΗ
.ΔλΎΨϟ΍ϦϴϠϣΎόΘϤϟ΍ΕΎΌϓΕΎόϗϮΗϭΕΎΟΎϴΘΣ·ϭΏέΎΠΗϢϬϔΗϞΟ΃ϦϣΞ΋ΎΘϨϟ΍ ϒϴϨμΗ „
.ϞϗϷ΍ϰϠϋΕ΍ϮϨγ 3ϯΪϣϰϠϋΓΪϴΠϟ΍Ξ΋ΎΘϨϟ΍Δϣ΍ΪΘγ΍ϭ΃ϲΑΎΠϳ·ϞϜθΑϦϴϠϣΎόΘϤϟ΍Ξ΋ΎΘϧ έΎϬυ· „
ΕΎϋΎΒτϧϹ΍ϭ˯΍ΩϷ΍Ε΍ήηΆϣϰϠϋΞ΋ΎΘϨϟ΍ϩάϫήϴΛ΄ΗϯΪϣϭΓήϫΎψϟ΍ΕΎϫΎΠΗϹ΍ϰϟ· ΔϳΩΆϤϟ΍ΔϴϘϴϘΤϟ΍ΏΎΒγϷ΍ΡϮοϮΑϢϬϔΗ „
.ΔϠμϟ΍Ε΍ΫϯήΧϷ΍ΕΎΟήΨϤϟ΍ϭ
.ήΛϷ΍ϭΕΎΒΒδϤϟ΍ϦϴΑΓΪϛΆϤϟ΍ΔϗϼόϠϟΎϬϤϬϓϰϠϋ˯ΎϨΑ ΔϴϠΒϘΘδϤϟ΍ΎϬ΋΍Ω΃ Ξ΋ΎΘϧ ϲϓΔϘΜϟ΍ΎϬϳΪϟ „
˱ ΎΒγΎϨϣϥΎϛΎϤΜϴΣΕΎϧΎϴΒϟ΍ϩάϫϡΪΨΘδΗϭΔϬΑΎθϣΕΎδγΆϣϊϣΎϬΑΔλΎΨϟ΍Δϴδϴ΋ήϟ΍ϦϴϠϣΎόΘϤϟ΍Ξ΋ΎΘϧ ϦϴΑΔϧέΎϘϤϟ΍ϪΟϭ΃ϢϬϔΗ „
.ϑ΍ΪϫϷ΍ΪϳΪΤΘϟ

ΕΎϋΎΒτϧϹ΍ .΃6
ˬϦϴϠϣΎόΘϤϟ΍ ˯΍έ΁ ΕΎϧΎϴΒΘγ· ϞΜϣ έΩΎμϤϟ΍ Ϧϣ ΩΪϋ ϝϼΧ Ϧϣ ΎϬόϤΟ ϢΘϳ ϥ΃ ϦϜϤϳ .ΔδγΆϤϟ΍ Ϧϋ ϦϴϠϣΎόΘϤϟ΍ ΕΎϋΎΒτϧ· ϲϫ
έϮψϨϣ Ϧϣ ˱ ΎΤο΍ϭ ˱ ΎϤϬϓ ϲτόΗ ϥ΃ ΕΎϋΎΒτϧϹ΍ ϩάϬΑ έΪΠϳ ΎϤϛ .ϯϭΎϜθϟ΍ϭ ˯ΎϨΜϟ΍ Ε΍ΩΎϓ· ˬΕΎϤϴϴϘΘϟ΍ ˬΰϴϛήΘϟ΍ ΕΎϋϮϤΠϣ
ΕΎϴϠϤόϟ΍ ΐϧΎΟ ϰϟ· ΎϬΗΎΟήΨϣϭ ϦϴϠϣΎόΘϤϟΎΑ ΔλΎΨϟ΍ ΔδγΆϤϟ΍ ΔϴΠϴΗ΍ήΘγ· ΕΎΟήΨϣϭ ϖϴΒτΗ ΔϴϠϋΎϓ ϯΪϣ ϝϮΣ ˬϦϴϠϣΎόΘϤϟ΍
.ΎϬϟΔϤϋ΍Ϊϟ΍ ΕΎγΎϴδϟ΍ϭ

:ϲϠϳΎϣ ϝϮΣΕΎϋΎΒτϧ· ϦϤπΘΗϥ΃ βϴϳΎϘϤϟ΍ϩάϫϞΜϤϟϦϜϤϳϭ

ΓέϮμϟ΍ϭΔόϤδϟ΍ „
ΔϣΪΨϟ΍ϭΞΘϨϤϟ΍ΔϤϴϗ „
ΔϣΪΨϟ΍ϭΞΘϨϤϟ΍ϢϳΪϘΗ „
ϢϬϤϋΩϭϦϴϠϣΎόΘϤϟ΍ΕΎϗϼϋϭΔϣΪΧ „
.ΔδγΆϤϟΎΑϢϬρΎΒΗέ·ϯΪϣϭϦϴϠϣΎόΘϤϟ΍˯ϻϭ „

˯΍ΩϷ΍Ε΍ήηΆϣ .Ώ6
ϰϠϋ ΎϫήϴΛ΄ΘΑ ΆΒϨΘϟ΍ Ϧϋ ˱ϼπϓ ˬϪϴϨδΤΗϭ ϪΑ ΆΒϨΘϟ΍ϭ ϪϤϬϔΗϭ ΎϬ΋΍Ω΃ ΔΒϗ΍ήϣ ϞΟ΃ Ϧϣ ΔδγΆϤϟ΍ ΎϬϣΪΨΘδΗ ΔϴϠΧ΍Ω βϴϳΎϘϣ ϲϫ
ΔλΎΨϟ΍ ΔδγΆϤϟ΍ ΔϴΠϴΗ΍ήΘγ·ήϴΛ΄Ηϭ ϖϴΒτΗ ϝϮΣ ˱ ΎΤο΍ϭ ˱ ΎϤϬϓϲτόΗϥ΃ Ε΍ήηΆϤϟ΍ ϩάϬΑέΪΠϳϭ .ΎϬόϣ ϦϴϠϣΎόΘϤϟ΍ΕΎϋΎΒτϧ·
.ΔϤϋ΍Ϊϟ΍ ΕΎγΎϴδϟ΍ϭΕΎϴϠϤόϟ΍ ΐϧΎΟ ϰϟ· ϦϴϠϣΎόΘϤϟΎΑ

:ϲϠϳΎϣ ϝϮΣ˯΍Ω΃Ε΍ήηΆϣϦϤπΘΗϥ΃ βϴϳΎϘϤϟ΍ϩάϬϟϦϜϤϳϭ

ΔϣΪΨϟ΍ϭΞΘϨϤϟ΍ϢϳΪϘΗ „
ϢϬϤϋΩϭϦϴϠϣΎόΘϤϟ΍ΕΎϗϼϋϭΔϣΪΧ „
ϯϭΎϜθϟ΍ϊϣϞϣΎόΘϟ΍ „
.Φϟ΍ ..ΕΎϴϠϤόϟ΍ϭΕΎΠΘϨϤϟ΍ϢϴϤμΗϲϓ˯Ύϛήθϟ΍ϭϦϴϠϣΎόΘϤϟ΍ϙ΍ήη· „

21

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 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ

ϦϴϠϣΎόϟ΍Ξ΋ΎΘϧ .7

έΎϴόϤϟ΍ ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ ΔδγΆϤϟ΍ ϒϳήόΗ

.ϦϴϠϣΎόϟ΍ΕΎόϗϮΗϭΕΎΟΎϴΘΣ· ίϭΎΠΘΗϭ΃ϲΒϠΗΔϣ΍ΪΘδϣϭΓήϫΎΑΞ΋ΎΘϧϖϘΤΗΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ

ΕΎγΎϴδϟ΍ϭ ΎϬΘϴΠϴΗ΍ήΘγϹ ΢ΟΎϨϟ΍ ϖϴΒτΘϟ΍ ΪϳΪΤΘϟ ΔϠμϟ΍ Ε΍Ϋ ˯΍ΩϷ΍ Ε΍ήηΆϣϭ ΕΎϋΎΒτϧϹ΍ βϴϳΎϘϣ Ϧϣ ΔϣΰΣ ϡ΍ΪΨΘγ· „
.ΎϬϳΪϟϦϴϠϣΎόϟ΍ΕΎόϗϮΗϭΕΎΟΎϴΘΣ·ϰϠϋϚϟΫ ϞϛϲϨΒΗϭ ˬΎϬϟΔϤϋ΍Ϊϟ΍
ϢΗϲΘϟ΍ΔϴΠϴΗ΍ήΘγϹ΍ϖϓϭϚϟΫϭ ˬΎϬϳΪϟϦϴϠϣΎόϟ΍ΕΎόϗϮΗϭΕΎΟΎϴΘΣ·ϰϠϋ˯ΎϨΑΔϴδϴ΋ήϟ΍ϦϴϠϣΎόϟ΍Ξ΋ΎΘϨϟΔΤο΍ϭ ˱ Ύϓ΍Ϊϫ΃ ϊοϭ „
.ΔδγΆϤϟ΍ϞΒϗϦϣ ΎϫΪϳΪΤΗ
.ΔδγΆϤϟ΍ϞΧ΍ΩϦϴϠϣΎόϟ΍ϦϣΓΩΪΤϣΕΎϋϮϤΠϣΕΎόϗϮΗϭΕΎΟΎϴΘΣ·ϭ Ε΍ήΒΧϭ ΏέΎΠΗϢϬϔΗ ϞΟ΃ϦϣΞ΋ΎΘϨϟ΍ ϒϴϨμΗ „
.ϞϗϷ΍ϰϠϋΕ΍ϮϨγ 3ϯΪϣϰϠϋΓΪϴΠϟ΍Ξ΋ΎΘϨϟ΍Δϣ΍ΪΘγ΍ϭ΃ϲΑΎΠϳ· ϞϜθΑ ϦϴϠϣΎόϟ΍ Ξ΋ΎΘϧ έΎϬυ· „
ΕΎϋΎΒτϧϹ΍ϭ˯΍ΩϷ΍Ε΍ήηΆϣϰϠϋΞ΋ΎΘϨϟ΍ϩάϫήϴΛ΄ΗϯΪϣϭΓήϫΎψϟ΍ΕΎϫΎΠΗϹ΍ϰϟ·ΔϳΩΆϤϟ΍ΔϴϘϴϘΤϟ΍ΏΎΒγϷ΍ΡϮοϮΑϢϬϔΘΗ „
.ΔϠμϟ΍Ε΍ΫϯήΧϷ΍Ξ΋ΎΘϨϟ΍ϭ
.ήΛϷ΍ϭ ΕΎΒΒδϤϟ΍ϦϴΑΓΪϛΆϤϟ΍ΔϗϼόϠϟΎϬϤϬϓϰϠϋ˯ΎϨΑ ϲϠΒϘΘδϤϟ΍ΎϬ΋΍Ω΃ Ξ΋ΎΘϧϲϓΔϘΜϟ΍ΎϬϳΪϟ „
ϚϟΫϥΎϛΎϤΜϴΣ ˬΕΎϧΎϴΒϟ΍ϩάϫϡΪΨΘδΗϭΔϬΑΎθϣΕΎδγΆϣϊϣΎϬΑΔλΎΨϟ΍Δϴδϴ΋ήϟ΍ϦϴϠϣΎόϟ΍Ξ΋ΎΘϧ ϦϴΑΔϧέΎϘϤϟ΍ϪΟϭ΃ϢϬϔΘΗ „
.ΓΪϳΪΟ ϑ΍Ϊϫ΃ΪϳΪΤΘϟ ˬ˱ ΎΒγΎϨϣ

ΕΎϋΎΒτϧϹ΍ .΃7
ˬϦϴϠϣΎόϟ΍ ˯΍έ΁ ΕΎϧΎϴΒΘγ· ϞΜϣ ˬέΩΎμϤϟ΍ Ϧϣ ΩΪϋ ϝϼΧ Ϧϣ ΎϬόϤΟ ϢΘϳ ϥ΃ ϦϜϤϳϭ ΔδγΆϤϟ΍ Ϧϋ ϦϴϠϣΎόϟ΍ ΕΎϋΎΒτϧ· ϲϫ
ˬϦϴϠϣΎόϟ΍έϮψϨϣϦϣ ˱ ΎΤο΍ϭ ˱ ΎϤϬϓϲτόΗϥ΃ΕΎϋΎΒτϧϹ΍ ϩάϬΑέΪΠϳΎϤϛ .ΔϤψϨϤϟ΍ΕΎϤϴϴϘΘϟ΍ϭΕϼΑΎϘϤϟ΍ ˬΰϴϛήΘϟ΍ ΕΎϋϮϤΠϣϭ
ΔϤϋ΍Ϊϟ΍ ΕΎγΎϴδϟ΍ϭ ΕΎϴϠϤόϟ΍ΐϧΎΟ ϰϟ·ΎϬΗΎΟήΨϣϭ ϦϴϠϣΎόϟΎΑ ΔλΎΨϟ΍ ΔδγΆϤϟ΍ ΔϴΠϴΗ΍ήΘγ·ΕΎΟήΨϣϭ ϖϴΒτΗ ΔϴϠϋΎϓ ϯΪϣ ϝϮΣ
.ΎϬϟ

:ϲϠϳΎϣ ϝϮΣΕΎϋΎΒτϧ· ϦϤπΘΗϥ΃ βϴϳΎϘϤϟ΍ϩάϫϞΜϤϟϦϜϤϳϭ

ρΎΒΗέϹ΍ϭΔϛέΎθϤϟ΍ϭΎοήϟ΍ „
ϦϴϜϤΘϟ΍ϭΰϴϔΤΘϟ΍ „
Γέ΍ΩϹ΍ϭΓΩΎϴϘϟ΍ „
˯΍ΩϷ΍Γέ΍Ω·ϭΓ˯ΎϔϜϟ΍ „
ϲϨϬϤϟ΍ ήϳϮτΘϟ΍ϭΐϳέΪΘϟ΍ „
ϝΎόϔϟ΍Ϟλ΍ϮΘϟ΍ „
ϞϤόϟ΍ϑϭήυ „

˯΍ΩϷ΍Ε΍ήηΆϣ .Ώ7
ϰϠϋΎϫήϴΛ΄ΘΑ ΆΒϨΘϟ΍ Ϧϋ ˱ϼπϓ ˬϪϨϴδΤΗϭ ϪΑ ΆΒϨΘϟ΍ϭ ϪϤϬϔΗϭ ϦϴϠϣΎόϟ΍˯΍Ω΃ ΔΒϗ΍ήϣϞΟ΃Ϧϣ ΔδγΆϤϟ΍ ΎϬϣΪΨΘδΗ ΔϴϠΧ΍Ω βϴϳΎϘϣϲϫ
ΔλΎΨϟ΍ ΔδγΆϤϟ΍ ΔϴΠϴΗ΍ήΘγ·ήϴΛ΄Ηϭ ϖϴΒτΗ ϝϮΣ ˱ ΎΤο΍ϭ ˱ ΎϤϬϓ ϲτόΗϥ΃ Ε΍ήηΆϤϟ΍ ϩάϬΑέΪΠϳϭ .ΎϬϳΪϟ ϦϴϠϣΎόϟ΍ΕΎϋΎΒτϧ·
.ΔϤϋ΍Ϊϟ΍ ΕΎγΎϴδϟ΍ϭΕΎϴϠϤόϟ΍ ΐϧΎΟ ϰϟ· ϦϴϠϣΎόϟΎΑ

:ϲϠϳΎϣ ϝϮΣ˯΍Ω΃Ε΍ήηΆϣϦϤπΘΗϥ΃ βϴϳΎϘϤϟ΍ϩάϬϟϦϜϤϳϭ

ρΎΒΗέϹ΍ϭϙ΍ήηϹ΍Δτθϧ΃ „
˯΍ΩϷ΍Γέ΍Ω·ϭΕ΍˯ΎϔϜϟ΍Δτθϧ΃ „
ΓΩΎϴϘϟ΍˯΍Ω΃ „
ϲϨϬϤϟ΍ ήϳϮτΘϟ΍ϭΐϳέΪΘϟ΍Δτθϧ΃ „
ϲϠΧ΍Ϊϟ΍Ϟλ΍ϮΘϟ΍ „

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 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ

ϊϤΘΠϤϟ΍Ξ΋ΎΘϧ .8

έΎϴόϤϠϟ ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ ΔδγΆϤϟ΍ ϒϳήόΗ

ϲϓ ΔϠμϟ΍ ϱϭΫ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ ΕΎόϗϮΗϭ ΕΎΟΎϴΘΣ· ίϭΎΠΘΗ ϭ΃ ϲΒϠΗ Δϣ΍ΪΘδϣϭ ΓήϫΎΑ Ξ΋ΎΘϧ ϖϘΤΗ ΓΰϴϤΘϤϟ΍ ΕΎδγΆϤϟ΍
.ϊϤΘΠϤϟ΍

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ

ΕΎγΎϴδϟ΍ϭ ΎϬΘϴΠϴΗ΍ήΘγϹ ΢ΟΎϨϟ΍ ϖϴΒτΘϟ΍ ΪϳΪΤΘϟ ΔϠμϟ΍ Ε΍Ϋ ˯΍ΩϷ΍ Ε΍ήηΆϣϭ ΕΎϋΎΒτϧϹ΍ βϴϳΎϘϣ Ϧϣ ΔϣΰΣ ϡ΍ΪΨΘγ· „
.ΔϠμϟ΍ϱϭΫϦϴϴΟέΎΨϟ΍ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ΕΎόϗϮΗϭΕΎΟΎϴΘΣ·ϰϠϋϚϟΫ ϞϛϲϨΒΗϭ ˬΎϬϟΔϤϋ΍Ϊϟ΍
ϖϓϭ ϚϟΫϭ ˬϊϤΘΠϤϟ΍ ϲϓ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ ΕΎόϗϮΗϭ ΕΎΟΎϴΘΣ· ϰϠϋ ˯ΎϨΑ Δϴδϴ΋ήϟ΍ ϊϤΘΠϤϟ΍ Ξ΋ΎΘϨϟ ΔΤο΍ϭ ˱ Ύϓ΍Ϊϫ΃ ϊοϭ „
.ΎϫΪϳΪΤΗϢΗϲΘϟ΍ΔϴΠϴΗ΍ήΘγϹ΍
.ϊϤΘΠϤϟ΍ϲϓΔϠμϟ΍ϱϭΫ ΔδγΆϤϟΎΑϦϴϴϨόϤϟ΍ΕΎΌϓΕΎόϗϮΗϭΕΎΟΎϴΘΣ·ϭΏέΎΠΗϢϬϔΗϞΟ΃ϦϣΞ΋ΎΘϨϟ΍ ϒϴϨμΗ „
.ϞϗϷ΍ϰϠϋΕ΍ϮϨγ 3ϯΪϣϰϠϋΓΪϴΠϟ΍Ξ΋ΎΘϨϟ΍Δϣ΍ΪΘγ΍ϭ΃ϲΑΎΠϳ· ϞϜθΑ ϊϤΘΠϤϟ΍ Ξ΋ΎΘϧ έΎϬυ· „
ΕΎϋΎΒτϧϹ΍ϭ˯΍ΩϷ΍Ε΍ήηΆϣϰϠϋΞ΋ΎΘϨϟ΍ϩάϫήϴΛ΄ΗϯΪϣϭΓήϫΎψϟ΍ΕΎϫΎΠΗϹ΍ϰϟ·ΔϳΩΆϤϟ΍ΔϴϘϴϘΤϟ΍ΏΎΒγϷ΍ΡϮοϮΑϢϬϔΗ „
.ΔϠμϟ΍Ε΍ΫϯήΧϷ΍ΕΎΟήΨϤϟ΍ϭ
.ήΛϷ΍ϭΕΎΒΒδϤϟ΍ϦϴΑΓΪϛΆϤϟ΍ΔϗϼόϠϟΎϬϤϬϓϰϠϋ˯ΎϨΑ ΔϴϠΒϘΘδϤϟ΍ΎϬ΋΍Ω΃ Ξ΋ΎΘϧϲϓΔϘΜϟ΍ΎϬϳΪϟ „
˱ ΎΒγΎϨϣϥΎϛΎϤΜϴΣΕΎϧΎϴΒϟ΍ϩάϫϡΪΨΘδΗϭΔϬΑΎθϣΕΎδγΆϣϊϣΎϬΑΔλΎΨϟ΍Δϴδϴ΋ήϟ΍ ϊϤΘΠϤϟ΍Ξ΋ΎΘϧ ϦϴΑΔϧέΎϘϤϟ΍ϪΟϭ΃ϢϬϔΘΗ „
.ϑ΍ΪϫϷ΍ΪϳΪΤΘϟ

ΕΎϋΎΒτϧϹ΍ .΃8
ΕϻΎϘϤϟ΍ϭήϳέΎϘΘϟ΍ϭˬΕΎϧΎϴΒΘγϹ΍ ϞΜϣ ˬέΩΎμϤϟ΍ Ϧϣ ΩΪϋ ϝϼΧ ϦϣΎϬόϤΟ ϢΘϳ ϥ΃ϦϜϤϳϭ ΔδγΆϤϟ΍ Ϧϋ ϊϤΘΠϤϟ΍ ΕΎϋΎΒτϧ· ϲϫ
ϥ΃ ΕΎϋΎΒτϧϹ΍ ϩάϬΑ έΪΠϳ ΎϤϛ .ΔϴϣϮϜΤϟ΍ ΕΎΌϴϬϟ΍ϭ ΐόθϟ΍ ϲϠΜϤϣϭ ˬϡΎόϟ΍ ϊϔϨϟ΍ ΕΎϴόϤΟϭ ˬΔϣΎόϟ΍ ΕΎϋΎϤΘΟϻ΍ϭ ˬΔϴϔΤμϟ΍
ΔΌϴΒϟ΍ϭϊϤΘΠϤϟΎΑ ΔλΎΨϟ΍ ΔδγΆϤϟ΍ ΔϴΠϴΗ΍ήΘγ·ΕΎΟήΨϣϭ ϖϴΒτΗ ΔϴϠϋΎϓ ϯΪϣ ϝϮΣ ˬϊϤΘΠϤϟ΍έϮψϨϣϦϣ ˱ ΎΤο΍ϭ ˱ ΎϤϬϓ ϲτόΗ
.ΎϬϟΔϤϋ΍Ϊϟ΍ ΕΎγΎϴδϟ΍ϭ ΕΎϴϠϤόϟ΍ΐϧΎΟ ϰϟ·

:ϲϠϳΎϣ ϝϮΣΕΎϋΎΒτϧ· ϦϤπΘΗϥ΃ βϴϳΎϘϤϟ΍ϩάϫϞΜϤϟϦϜϤϳϭ

ϲΌϴΒϟ΍ήϴΛ΄Θϟ΍ „
ΓέϮμϟ΍ϭΔόϤδϟ΍ „
ϲόϤΘΠϤϟ΍ήϴΛ΄Θϟ΍ „
ϞϤόϟ΍ΔΌϴΑήϴΛ΄Η „
ΔϴϣϼϋϹ΍ΔϴτϐΘϟ΍ϭΰ΋΍ϮΠϟ΍ „

˯΍ΩϷ΍Ε΍ήηΆϣ .Ώ8
˱
ϰϠϋ ΎϫήϴΛ΄ΘΑ ΆΒϨΘϟ΍ Ϧϋ ϼπϓ ˬϪϨϴδΤΗϭ ϪΑ ΆΒϨΘϟ΍ϭ ϪϤϬϔΗϭ ΎϬ΋΍Ω΃ ΔΒϗ΍ήϣ ϞΟ΃ Ϧϣ ΔδγΆϤϟ΍ ΎϬϣΪΨΘδΗ ΔϴϠΧ΍Ω βϴϳΎϘϣ ϲϫ
ήϴΛ΄Ηϭ ϖϴΒτΗ ϝϮΣ ˱ ΎΤο΍ϭ ˱ ΎϤϬϓ ϲτόΗ ϥ΃ Ε΍ήηΆϤϟ΍ ϩάϬΑ έΪΠϳϭ .ΔϠμϟ΍ ϱϭΫ ϊϤΘΠϤϟ΍ ϲϓ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍ ΕΎϋΎΒτϧ·
.ΔϤϋ΍Ϊϟ΍ ΕΎγΎϴδϟ΍ϭΕΎϴϠϤόϟ΍ ΐϧΎΟ ϰϟ·ΔΌϴΒϟ΍ϭϊϤΘΠϤϟΎΑ ΔλΎΨϟ΍ ΔδγΆϤϟ΍ ΔϴΠϴΗ΍ήΘγ·

:ϲϠϳΎϣϝϮΣ˯΍Ω΃Ε΍ήηΆϣϦϤπΘΗϥ΃βϴϳΎϘϤϟ΍ϩάϬϟϦϜϤϳϭ
ϊϤΘΠϤϟ΍ϭΩΎμΘϗϹ΍ϭΔΌϴΒϟΎΑΔλΎΨϟ΍ ΔτθϧϷ΍ „
ΔϴδγΆϤϟ΍ ΔϤϛϮΤϟ΍ϭΕΎόϳήθΘϟΎΑϡ΍ΰΘϟϹ΍ „
Δϣϼδϟ΍ϭΔΤμϟΎΑιΎΨϟ΍˯΍ΩϷ΍ „
ΎϫέΩΎμϣϭ ΕΎϳήΘθϤϟ΍ϝϮΣϝϭΆδϤϟ΍˯΍ΩϷ΍ „

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ϝΎϤϋϷ΍Ξ΋ΎΘϧ .9

έΎϴόϤϠϟΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ϒϳήόΗ
.ϞϤόϟ΍΢ϟΎμϤΑϦϴϴϨόϤϟ΍ΕΎόϗϮΗϭΕΎΟΎϴΘΣ· ίϭΎΠΘΗϭ΃ϲΒϠΗ Δϣ΍ΪΘδϣϭ ΓήϫΎΑΞ΋ΎΘϧϖϘΤΗΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍

:ϲϠϳΎϤΑΓΰϴϤΘϤϟ΍ΕΎδγΆϤϟ΍ϡϮϘΗ ˬϝΎΜϤϟ΍ϞϴΒγ ϰϠϋ

ϚϟΫϲϨΒΗϭ ˬΎϬϟΔϤϋ΍Ϊϟ΍ΕΎγΎϴδϟ΍ϭΎϬΘϴΠϴΗ΍ήΘγϹ΢ΟΎϨϟ΍ϖϴΒτΘϟ΍ΪϳΪΤΘϟΔϴϟΎϤϟ΍ήϴϏϭΔϴϟΎϤϟ΍Ξ΋ΎΘϨϟ΍ϦϣΔϋϮϤΠϣήϳϮτΗ „
.ϞϤόϟ΍ΏΎΑέ΃ΕΎόϗϮΗϭΕΎΟΎϴΘΣ· ϰϠϋ
ϢΗϲΘϟ΍ΔϴΠϴΗ΍ήΘγϹ΍ϖϓϭϚϟΫϭ ˬϞϤόϟ΍ΏΎΑέ΃ΕΎόϗϮΗϭΕΎΟΎϴΘΣ·ϰϠϋ˯ΎϨΑΔϴδϴ΋ήϟ΍ϝΎϤϋϷ΍Ξ΋ΎΘϨϟΔΤο΍ϭΎϓ΍Ϊϫ΃ ϊοϭ „
.ΎϫΪϳΪΤΗ
.ϞϤόϟ΍ΏΎΑέ΃ΕΎόϗϮΗϭΏέΎΠΗϭΔδγΆϤϟ΍ϦϣΓΩΪΤϣΐϧ΍ϮΟ˯΍Ω΃ϢϬϔΗϞΟ΃ϦϣΞ΋ΎΘϨϟ΍ ϒϴϨμΗ „
.ϞϗϷ΍ϰϠϋΕ΍ϮϨγ 3ϯΪϣϰϠϋΓΪϴΠϟ΍Ξ΋ΎΘϨϟ΍Δϣ΍ΪΘγ΍ϭ΃ϲΑΎΠϳ· ϞϜθΑϝΎϤϋϷ΍Ξ΋ΎΘϧ έΎϬυ· „
˯΍ΩϷ΍Ε΍ήηΆϣϦϣϞϛϰϠϋΞ΋ΎΘϨϟ΍ϩάϫήϴΛ΄ΗϯΪϣϭΓήϫΎψϟ΍ΕΎϫΎΠΗϹ΍ϰϟ·ΔϳΩΆϤϟ΍ΔϴϘϴϘΤϟ΍ΏΎΒγϷ΍΢ο΍ϭϞϜθΑϭϢϬϔΗ „
.ΔϠμϟ΍Ε΍Ϋ ΕΎΟήΨϤϟ΍ϭϯήΧϷ΍
.ήΛϷ΍ϭΕΎΒΒδϤϟ΍ϦϴΑΓΪϛΆϤϟ΍ΔϗϼόϠϟΎϬϤϬϓϰϠϋ˯ΎϨΑ ϲϠΒϘΘδϤϟ΍ΎϬ΋΍Ω΃ϲϓΔϘΜϟ΍ΎϬϳΪϟ „
ΪϳΪΤΘϟ ˱ ΎΒγΎϨϣϥΎϛΎϤΜϴΣΕΎϧΎϴΒϟ΍ϩάϫϡΪΨΘδΗϭΔϬΑΎθϣΕΎδγΆϣϊϣΎϬΑΔλΎΨϟ΍Δϴδϴ΋ήϟ΍ϝΎϤϋϷ΍Ξ΋ΎΘϧϥέΎϘΗϒϴϛϢϬϔΗ „
.ϑ΍ΪϫϷ΍

ϝΎϤϋϷ΍ΕΎΟήΨϣ .΃9
ϢΘϳ .ΎϬΘϴΠϴΗ΍ήΘγ· ϖϴΒτΗ ϲϓΔδγΆϤϟ΍ ΡΎΠϧ ϯΪϣϦϴΒΗϲΘϟ΍ ΔϴϟΎϤϟ΍ ήϴϏϭ ΔϴϟΎϤϟ΍ Δϴδϴ΋ήϟ΍ϝΎϤϋϷ΍ΕΎΟήΨϣ Ϧϣ ΔϋϮϤΠϣϲϫ
.ϞϤόϟ΍ΏΎΑέ΃ϊϣϕΎϔΗϻΎΑΔϠμϟ΍Ε΍Ϋ ϑ΍ΪϫϷ΍ϭβϴϳΎϘϤϟ΍ϩάϫΪϳΪΤΗ

:ϲϠϳΎϣΕΎΟήΨϤϟ΍βϴϳΎϘϣϦϤπΘΗϥ΃ϦϜϤϳϭ
ΔϴϟΎϤϟ΍ΕΎΟήΨϤϟ΍ „
ϞϤόϟ΍΢ϟΎμϤΑϦϴϴϨόϤϟ΍ΕΎϋΎΒτϧ· „
Δϧί΍ϮϤϟΎΑΔϧέΎϘϣ˯΍ΩϷ΍ „
ΎϬϤϳΪϘΗϢΗϲΘϟ΍ΕΎϣΪΨϟ΍ϭΕΎΠΘϨϤϟ΍ϢΠΣ „
Δϴδϴ΋ήϟ΍ΕΎϴϠϤόϟ΍ΕΎΟήΨϣ „

ϝΎϤϋϷ΍˯΍Ω΃Ε΍ήηΆϣ .Ώ9
ΪϋΎδΗϲϫϭ .ΔδγΆϤϠϟϲϠϴϐθΘϟ΍˯΍ΩϷ΍αΎϴϘϟϡΪΨΘδΗϲΘϟ΍ ΔϴϟΎϤϟ΍ ήϴϏϭ ΔϴϟΎϤϟ΍ Δϴδϴ΋ήϟ΍ϝΎϤϋϷ΍Ε΍ήηΆϣ Ϧϣ ΔϋϮϤΠϣϲϫ
.Δϴδϴ΋ήϟ΍ϝΎϤϋϷ΍ΕΎΟήΨϣϦϴδΤΗϭ /˰ΑΆΒϨΘϟ΍ϭϢϬϓϭΔΒϗ΍ήϣϰϠϋ

:ϲϠϳΎϣ ˯΍ΩϷ΍Ε΍ήηΆϣβϴϳΎϘϣϦϤπΘΗϥ΃ϦϜϤϳϭ
ΔϴϟΎϤϟ΍Ε΍ήηΆϤϟ΍ „
Δϴδϴ΋ήϟ΍ΕΎϴϠϤόϟ΍˯΍Ω΃Ε΍ήηΆϣ „
ϦϳΩέϮϤϟ΍ϭ˯Ύϛήθϟ΍˯΍Ω΃ „
ΔϓήόϤϟ΍ϭΕΎϣϮϠόϤϟ΍ϭΕΎϴϨϘΘϟ΍ „

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 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ


ήϴϳΎόϤϟ΍ ϊϣΔϴγΎγϷ΍ϢϴϫΎϔϤϟ΍ ϢϏΎϨΗϭ ϞϣΎϜΗ

_____________________________________________________________________________

ΔϳΩΎηήΘγϹ΍ ρΎϘϨϟ΍ ΞϣΩ ϢΗ ΪϘϓ ˬΓΩϮΠϟ΍ Γέ΍ΩϹ ΔϴΑϭέϭϷ΍ ΔδγΆϤϟΎΑ ιΎΨϟ΍ ΰϴϤΘϟ΍ ΝΫϮϤϨϟ 2010 ϲϓ ΔόΟ΍ήϤϟ΍ ΖϧΎϛ ΎϤϠΜϣ
.ήϴϳΎόϤϟ΍ϦϤοΔϴγΎγϷ΍ϢϴϫΎϔϤϠϟ

ΔλΎΨϟ΍Δϴϋήϔϟ΍ήϴϳΎόϤϠϟΔϳΩΎηήΘγϹ΍ρΎϘϨϠϟαΎγ΄ϛΎϬϣ΍ΪΨΘγ·ϢΗϢΛϦϣϭ ˱ϻ  ϭ΃ΎϬΜϳΪΤΗϭΔϴγΎγϷ΍ϢϴϫΎϔϤϟ΍ΔόΟ΍ήϣ ΖϤΗ ΪϘϟ

ΔϴγΎγϷ΍ ϢϴϫΎϔϤϟ΍ ΎϬϣΪϘΗ ϲΘϟ΍ ΔϣΎόϟ΍ ΓήψϨϟ΍ ϦϴΑ ςΑήϟ΍ ΞϣΪϟ΍ ΍άϫ ΢ϴΘϳ .ΓΩϮΠϟ΍ Γέ΍ΩϹ ΔϴΑϭέϭϷ΍ ΔδγΆϤϠϟ ΰϴϤΘϟ΍ ΝΫϮϤϨΑ
ΕΎϨϜϤϤϟ΍ήϴϳΎόϣϲϓΎϬϨϴϤπΗϢΗΔϴϠϤϋΐϧ΍ϮΟϲϫΔϳΩΎηήΘγϹ΍ρΎϘϨϟ΍ϥ΃ΚϴΣ ˬήϴϳΎόϤϟ΍ϝϼΧϦϣΞΗΎϨϟ΍ϲϠϴμϔΘϟ΍ϞϴϠΤΘϟ΍ϭ
ΔϣΪΨΘδϤϟ΍βϴϳΎϘϤϟ΍ϭΎϬϴϨΒΗϢΗϲΘϟ΍ΞϫΎϨϤϟ΍ϰϟ·ΪϨΘδΗϑϮγ ˬΎϬΑ ΔϠμϟ΍Ε΍ΫήϴϳΎόϤϟ΍ϭˬΔϘϘΤϤϟ΍Ξ΋ΎΘϨϟ΍ .ΔδϤΨϟ΍ (Ϟ΋ΎγϮϟ΍)
.ΔδγΆϤϟ΍ΎϬϟϼΧϦϣϞϤόΗϲΘϟ΍ΔΌϴΒϟ΍ϰϟ·ΔϓΎοϹΎΑΔϴϠϋΎϔϟ΍ϭΓ˯ΎϔϜϟ΍ΔΒϗ΍ήϤϟ

:ϩΎϧΩ΃ϝϭΪΠϟ΍ϲϓςΑήϟ΍΍άϫϦϴΒΘϳ

ΕΎϴϠϤόϟ΍ .5 Ωέ΍ϮϤϟ΍ϭ ΕΎϛ΍ήθϟ΍ .4 ϥϮϠϣΎόϟ΍ .3 ΔϴΠϴΗ΍ήΘγϹ΍ .2 ΓΩΎϴϘϟ΍ .1 έΎϴόϤϟ΍

ΕΎϣΪΨϟ΍ϭΕΎΠΘϨϤϟ΍ϭ
ϫ Ω Ν Ώ ΃ ϫ Ω Ν Ώ ΃ ϫ Ω Ν Ώ ΃ Ω Ν Ώ ΃ ϫ Ω Ν Ώ ΃ ϲϋήϔϟ΍έΎϴόϤϟ΍
΢ϟΎμϟ ΔϤϴϗ ΔϓΎο·
ϦϴϠϣΎόΘϤϟ΍
ϡ΍ΪΘδϣ ϞΒϘΘδϣ ˯ΎϨΑ

ΔϴδγΆϤϟ΍ ΓέΪϘϟ΍ ΔϴϤϨΗ

έΎϜΘΑϹ΍ϭ ω΍ΪΑϹ΍ήϴΨδΗ

Ύϳ΅έ ϝϼΧ Ϧϣ ΓΩΎϴϘϟ΍

Δϫ΍ΰϧϭ ϡΎϬϟ·ϭ
ΔϋήγϭΔϧϭήϤΑ Γέ΍ΩϹ΍
ήϴϴϐΘϟ΍ϊϣϒϴϜΘϟ΍
ΐϫ΍Ϯϣ ϝϼΧ Ϧϣ ΡΎΠϨϟ΍
ϦϴϠϣΎόϟ΍ Ε΍έΪϗϭ
ΓήϫΎΒϟ΍Ξ΋ΎΘϨϟ΍ Δϣ΍ΪΘγ·

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RADARέ΍Ω΍ήϟ΍ϖτϨϣ
_____________________________________________________________________________

.ΔδγΆϣ Δϳ΃˯΍Ω΃ ϢϴϴϘΘϟ ϢψϨϣ ΞϬϨϣήϴϓϮΘΑϡϮϘϳ ˬΓέ΍ΩϺϟ ΔϳϮϗΓ΍Ω΃ϭϢϴϴϘΘϠϟϲϜϴϣΎϨϳΩέΎρ· Ϯϫ RADARέ΍Ω΍έϖτϨϣϥ·

:ϰϟ·ΔδγΆϣϱ΃ ΔΟΎΣ Ϧϋ RADARέ΍Ω΍έϖτϨϣήΒόϳˬΔϣΎϋΓήψϨΑ

.ΎϬΘϴΠϴΗ΍ήΘγ· Ϧϣ ˯ΰΟΎϫέΎΒΘϋΎΑ ΓΩϮθϨϤϟ΍Ξ΋ΎΘϨϟ΍ΪϳΪΤΗ „
˱
.ϞΒϘΘδϤϟ΍ϲϓϭ ΎϴϟΎΣΔΑϮϠτϤϟ΍Ξ΋ΎΘϨϟ΍ ϖϴϘΤΘϟΔϤϴϠδϟ΍ΞϫΎϨϤϟ΍ϦϣΔϠϣΎϜΘϣΔϋϮϤΠϤϟςϴτΨΘϟ΍ϭΩ΍ΪϋϹ΍ „
.ΎϫάϴϔϨΗϥΎϤπϟΔϤψϨϣΔϘϳήτΑΞϫΎϨϤϟ΍ϖϴΒτΗ „
.ΓήϤΘδϤϟ΍ϢϠόΘϟ΍Δτθϧ΃ϭ ΔϘϘΤϤϟ΍Ξ΋ΎΘϨϟ΍ϞϴϠΤΗϭΔΒϗ΍ήϣϰϠϋ˯ΎϨΑΔϘΒτϤϟ΍ ΞϫΎϨϤϟ΍ ϦϴδΤΗϭ ϢϴϴϘΗ „

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 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ

:ϩΎϧΩ΃΢οϮϣϮϫΎϤϛˬκ΋ΎμΨϟ΍ϦϣΔϠδϠγϰϟ· RADARέ΍Ω΍έϖτϨϣήλΎϨϋϢϴδϘΗϦϜϤϳϢϴϠγϞϴϠΤΗ˯΍ήΟϹ

(Ϟ΋ΎγϮϟ΍)ΕΎϨϜϤϤϟ΍ϞϴϠΤΗ

ϥΎϴΒϟ΍ κ΋ΎμΨϟ΍ ήλΎϨόϟ΍

ΕΎΟΎϴΘΣ· ϰϠϋ ˯ΎϨΑ ˬ΢ο΍ϭ ϖτϨϣ ϰϠϋ ΞϫΎϨϤϟ΍ ΪϤΘόΗ
ϢϴϠγ
.ΕΎϴϠϤϋϰϠϋ ΔϴϨΒϣϭˬΔϠμϟ΍ϱϭΫ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍
ΞϬϨϤϟ΍
Ε΍Ϋ ϯήΧ΃ ΞϫΎϨϤΑ ςΒΗήΗϭ ΔϴΠϴΗ΍ήΘγϹ΍ ϢϋΪΗ ΞϫΎϨϤϟ΍
ϞϣΎϜΘϣ
.ΔϠμϟ΍
ϲϓ Ϟϛ ΔϠμϟ΍ Ε΍Ϋ ϲΣ΍ϮϨϟ΍ ϊϴϤΟ ϲϓ ΞϫΎϨϤϟ΍ άϴϔϨΗ ϢΗ
άϔϨϣ
.ϪϨϴΣ
ϖϴΒτΘϟ΍
ΔϋήγϭΔϧϭήϤϟ΍ΔδγΆϤϠϟ΢ϴΘϳϭϢψϨϣϞϜθΑάϴϔϨΘϟ΍ϢΘϳ
ϢψϨϣ
.ϲδγΆϤϟ΍ ϒϴϜΘϟ΍
.ΐγΎϨϣϞϜθΑΎϬϘϴΒτΗϭ ΞϫΎϨϤϟ΍Γ˯ΎϔϛϭΔϴϠϋΎϓαΎϴϗϢΘϳ αΎϴϘϟ΍
ϭ΃ ϦϴδΤΘϟ΍ ιήϓ ΝΎΘϧϹ ω΍ΪΑϹ΍ϭ ϢϠόΘϟ΍ ϡ΍ΪΨΘγ· ϢΘϳ
ω΍ΪΑϹ΍ϭϢϠόΘϟ΍
.ω΍ΪΑϹ΍
ϦϴδΤΘϟ΍ϭϢϴϴϘΘϟ΍
ϢϴϴϘΘϟ ω΍ΪΑϹ΍ϭ ϢϠόΘϟ΍ϭ αΎϴϘϟ΍ ΕΎΟήΨϣ ϡ΍ΪΨΘγ· ϢΘϳ
ΔϳϮϟϭϷ΍ ΐδΣ ΎϬόοϭϭ Ε΍έΎϜΘΑϹ΍ϭ ΕΎϨϴδΤΘϟ΍ έΎϜΘΑϹ΍ϭϦϴδΤΘϟ΍
.ΎϫάϴϔϨΗϭ

Ξ΋ΎΘϨϟ΍ϞϴϠΤΗ

ϥΎϴΒϟ΍ κ΋ΎμΨϟ΍ ήλΎϨόϟ΍

Ξ΋ΎΘϨϟ΍ΎϬϴϓΎϤΑˬΞ΋ΎΘϨϟ΍ϦϣΔϤΣϼΘϣΔϋϮϤΠϣΪϳΪΤΗϢΗ
ϖϓϭ ΔδγΆϤϟ΍ ˯΍Ω΃ νήόΘδΗ ϲΘϟ΍ ˬΔϴδϴ΋ήϟ΍
ΔϠμϟ΍ϯΪϣϭϕΎτϨϟ΍
ϦϴϴϨόϤϟ΍ ΕΎόϗϮΗϭ ΕΎΟΎϴΘΣ·ϭ ΎϬΗΎϳΎϏϭ ΎϬΘϴΠϴΗ΍ήΘγ· ΔϟϮϬγϭ ΔϠμϟ΍ ϯΪϣ
.ΔϠμϟ΍ϱϭΫ ΔδγΆϤϟΎΑ ϡ΍ΪΨΘγϹ΍
.ΎϬϴϠϋ ΩΎϤΘϋϹ΍ϦϜϤϳϭΔϘϴϗΩϭΔΜϳΪΣΞ΋ΎΘϨϟ΍ ΔΤμϟ΍ϯΪϣ
.ΎϘϤόϣΎϤϬϓϢϳΪϘΘϟΐγΎϨϣϞϜθΑΞ΋ΎΘϨϟ΍ ϒϴϨμΗϢΘϳ ϒϴϨμΘϟ΍
3ϯΪϣϰϠϋΪϴΟ˯΍Ω΃ϰϠϋΔψϓΎΤϤϟ΍ϭ΃ΔϴΑΎΠϳ·ΕΎϫΎΠΗ·
ΕΎϫΎΠΗϹ΍
.Ε΍ϮϨγ
ϞϜθΑΔϴδϴ΋ήϟ΍Ξ΋ΎΘϨϠϟΎϬϘϴϘΤΗϢΘϳΎϤϛ ϑ΍Ϊϫ΃ΪϳΪΤΗϢΘϳ
(ΕΎϓΪϬΘδϤϟ΍) ϑ΍ΪϫϷ΍
.ΔϴΠϴΗ΍ήΘγϹ΍ΕΎϳΎϐϟ΍ϖϓϭϚϟΫϭˬήϤΘδϣ
˯΍ΩϷ΍
ˬΔϴΑΎΠϳ· ϥϮϜΗϭ Δϴδϴ΋ήϟ΍ Ξ΋ΎΘϨϠϟ ΕΎϧέΎϘϣ ˯΍ήΟ· ϢΘϳ
ΕΎϧέΎϘϤϟ΍
.ΔϴΠϴΗ΍ήΘγϹ΍ΕΎϳΎϐϟ΍ϖϓϭϚϟΫϭ
ϦϜϤϳˬήΛϷ΍ϭΐΒδϟ΍ΕΎϗϼϋϦϣϪδϴγ΄ΗϢΗΎϣϰϠϋ˯ΎϨΑ
ΔϘΜϟ΍
.ϞΒϘΘδϤϟ΍ϲϓ˯΍ΩϷ΍ΕΎϳϮΘδϣϰϠϋΔψϓΎΤϤϟΎΑϕϮΛϮϟ΍

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 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ

(Ϟ΋ΎγϮϟ΍)ΕΎϨϜϤϤϠϟ RADARέ΍Ω΍έ
:(Ϟ΋ΎγϮϟ΍)ΕΎϨϜϤϤϟ΍ήϴϳΎόϤΑΔλΎΨϟ΍ΞϫΎϨϤϟ΍ϞϴϠΤΘϟΕΎϨϜϤϤϟ΍ΔϓϮϔμϣ ϡ΍ΪΨΘγ·ϢΘϳ
ΓΩΎϴϘϟ΍ „
ΔϴΠϴΗ΍ήΘγϹ΍ „
ϥϮϠϣΎόϟ΍ „
Ωέ΍ϮϤϟ΍ϭ ΕΎϛ΍ήθϟ΍ „
ΕΎϣΪΨϟ΍ϭΕΎΠΘϨϤϟ΍ϭΕΎϴϠϤόϟ΍ „

ΕΎϨϜϤϤϟ΍ΔϓϮϔμϣϖϴΒτΗ
.ΎϬϴϨΒΗ ϢΗϲΘϟ΍ΞϫΎϨϤϟ΍ΔϋϮϤΠϣϰϠϋΕΎϨϜϤϤϟΎΑϖϠόΘϤϟ΍ RADARέ΍Ω΍έ ˯ΰΟϖΒρˬΓήϓϮΘϤϟ΍ ΔϟΩϷ΍ϰϠϋ˯ΎϨΑ „
.ΔδγΆϤϟ΍ϪοήόΘδΗϥ΃ϊϗϮΘϧΎϣϝϮΣΕ΍ΩΎηέ΍ RADARέ΍Ω΍έϞϤθϳ „
έΎϴόϤϟ΍ϞϛϲτϐΗϻϭΔϤϴϠγήϴϏΞϫΎϨϤϟ΍ΖϧΎϛ΍Ϋ·ˬϼΜϣ .ΞϫΎϨϤϟ΍ήϳϮτΘΑΔλΎΨϟ΍ϚϠΗϦϋ ΔϴϠϜϟ΍ΔΟέΪϟ΍ΪϳΰΗϻϥ΃ΐΠϳ „
.ΞϫΎϨϤϟ΍ΔϣϼγΔΟέΩϒϘδΑΓΩΪΤϣϥϮϜΘγΔΟέΪϟ΍ϥΈϓκ΋ΎμΨϟ΍ΔϴϘΒϟΕΎΟέΩϊοϭϢΗΎϤϬϣϪϧΈϓˬϲϋήϔϟ΍

ΎΟΫϮϤϧήΒΘόϳ ϰϠϋΔϠϣΎϛΓέΪϗ ϰϠϋΓέΪϗ ΓΩϭΪΤϣΓέΪϗ ϰϠϋΓέΪϘϟ΍ϡΪϋ ϥΎϴΒϟ΍ ΞϬϨϤϟ΍

ϪΑϯάΘΤϳΎϴϤϟΎϋ ν΍ήόΘγϻ΍ ν΍ήόΘγϻ΍ ν΍ήόΘγϻ΍ϰϠϋ ν΍ήόΘγϻ΍
ϖτϨϣ ϰϠϋ ΞϫΎϨϤϟ΍ ΪϤΘόΗ ϢϴϠγ
ΕΎΟΎϴΘΣ· ϰϠϋ ˯ΎϨΑ ˬ΢ο΍ϭ
ϱϭΫ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍
.ΕΎϴϠϤϋ ϰϠϋ ΔϴϨΒϣϭ ˬΔϠμϟ΍
ΔϴΠϴΗ΍ήΘγϹ΍ ϢϋΪΗ ΞϫΎϨϤϟ΍ ϞϣΎϜΘϣ
Ε΍Ϋ ϯήΧ΃ ΞϫΎϨϤΑ ςΒΗήΗϭ
.ΔϠμϟ΍
ΎΟΫϮϤϧήΒΘόϳ ϰϠϋΔϠϣΎϛΓέΪϗ ϰϠϋΓέΪϗ ΓΩϭΪΤϣΓέΪϗ ϰϠϋΓέΪϘϟ΍ϡΪϋ ϖϴΒτΘϟ΍
ϪΑϯάΘΤϳΎϴϤϟΎϋ ν΍ήόΘγϻ΍ ν΍ήόΘγϻ΍ ν΍ήόΘγϻ΍ϰϠϋ ν΍ήόΘγϻ΍
ϊϴϤΟ ϲϓ ΞϫΎϨϤϟ΍ άϴϔϨΗ ϢΗ άϔϨϣ
ϲϓ Ϟϛ ΔϠμϟ΍ Ε΍Ϋ ϲΣ΍ϮϨϟ΍
.ϪϨϴΣ
΢ϴΘϳϭ ϢψϨϣ ϞϜθΑ άϴϔϨΘϟ΍ ϢΘϳ ϢψϨϣ
Δϋήγϭ ΔϧϭήϤϟ΍ ΔδγΆϤϠϟ
.ϒϴϜΘϟ΍
ΎΟΫϮϤϧήΒΘόϳ ϰϠϋΔϠϣΎϛΓέΪϗ ϰϠϋΓέΪϗ ΓΩϭΪΤϣΓέΪϗ ϰϠϋΓέΪϘϟ΍ϡΪϋ ϢϴϴϘΘϟ΍
ϪΑϯάΘΤϳΎϴϤϟΎϋ ν΍ήόΘγϻ΍ ν΍ήόΘγϻ΍ ν΍ήόΘγϻ΍ϰϠϋ ν΍ήόΘγϻ΍ ϦϴδΤΘϟ΍ϭ
Γ˯Ύϔϛϭ ΔϴϠϋΎϓ αΎϴϗ ϢΘϳ αΎϴϘϟ΍
ϞϜθΑ ΎϬϘϴΒτΗϭ ΞϫΎϨϤϟ΍
.ΐγΎϨϣ
ω΍ΪΑϹ΍ϭ ϢϠόΘϟ΍ ϡ΍ΪΨΘγ· ϢΘϳ ϢϠόΘϟ΍
ϭ΃ ϦϴδΤΘϟ΍ ιήϓ ΝΎΘϧϹ ω΍ΪΑϹ΍ϭ
.έΎϜΘΑϹ΍
αΎϴϘϟ΍ ΕΎΟήΨϣ ϡ΍ΪΨΘγ· ϢΘϳ ϦϴδΤΘϟ΍
ϢϴϴϘΘϟ ω΍ΪΑϹ΍ϭ ϢϠόΘϟ΍ϭ έΎϜΘΑϹ΍ϭ
Ε΍έΎϜΘΑϹ΍ϭ ΕΎϨϴδΤΘϟ΍
ΔϳϮϟϭϷ΍ ΐδΣ ΎϬόοϭϭ
.ΎϫάϴϔϨΗϭ
%100 %75 %50 %25 %0 ΔΟέΪϟ΍

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Ξ΋ΎΘϨϠϟ RADARέ΍Ω΍έ
:Ξ΋ΎΘϨϟ΍ήϴϳΎόϤΑΔλΎΨϟ΍ Ξ΋ΎΘϨϟ΍ϞϴϠΤΘϟΞ΋ΎΘϨϟ΍ΔϓϮϔμϣ ϡ΍ΪΨΘγ·ϢΘϳ
ϦϴϠϣΎόΘϤϟ΍Ξ΋ΎΘϧ „
ϦϴϠϣΎόϟ΍Ξ΋ΎΘϧ „
ϊϤΘΠϤϟ΍Ξ΋ΎΘϧ „
ϝΎϤϋϷ΍Ξ΋ΎΘϧ „

Ξ΋ΎΘϨϟ΍ΔϓϮϔμϣϖϴΒτΗ
.ΔϣΪΨΘδϤϟ΍Ξ΋ΎΘϨϟ΍ΔϋϮϤΠϣϰϠϋΞ΋ΎΘϨϟΎΑϖϠόΘϤϟ΍ RADARέ΍Ω΍έ ˯ΰΟϖΒρˬΓήϓϮΘϤϟ΍Ϟ΋ϻΪϟ΍ϰϠϋ˯ΎϨΑ „
.ΔδγΆϤϟ΍ϪοήόΘδΗϥ΃ϊϗϮΘϧΎϣϝϮΣΕ΍ΩΎηέ΍ RADARέ΍Ω΍έϞϤθϳ „
ΓήϓϮΘϤϟ΍Ξ΋ΎΘϨϟ΍ϕΎτϧϥΎϛ΍Ϋ·ˬϼΜϣ .ΓήϓϮΘϤϟ΍Ξ΋ΎΘϨϠϟΔϠμϟ΍ϯΪϣϭϕΎτϨϟΎΑΔλΎΨϟ΍ϚϠΗϦϋ ΔϴϠϜϟ΍ΔΟέΪϟ΍ΪϳΰΗϻϥ΃ΐΠϳ „
ΔΟέΪϟ΍ ϒϘδΑ ΓΩΪΤϣ ϥϮϜΘγ Δϴ΋ΎϬϨϟ΍ ΔΟέΪϟ΍ ϥΈϓ ˬΔδγΆϤϠϟ ΔϴΠϴΗ΍ήΘγϹ΍ ΕΎϳΎϐϟ΍ ΐδΣ ϲϋήϔϟ΍ έΎϴόϤϟ΍ Ϟϛ ϲτϐΗ ϻ
.ΔϠμϟ΍ϯΪϣϭϕΎτϨϠϟΔΣϮϨϤϤϟ΍

ΎΟΫϮϤϧήΒΘόϳ ϰϠϋΔϠϣΎϛΓέΪϗ ϰϠϋΓέΪϗ ϰϠϋΓΩϭΪΤϣΓέΪϗ ϰϠϋΓέΪϘϟ΍ϡΪϋ ϥΎϴΒϟ΍ ϯΪϣ

ϪΑϯάΘΤϳΎϴϤϟΎϋ ν΍ήόΘγϻ΍ ν΍ήόΘγϻ΍ ν΍ήόΘγϻ΍ ν΍ήόΘγϻ΍ ΔϠμϟ΍
ΔϟϮϬγϭ
ϡ΍ΪΨΘγϹ΍
Ϧϣ ΔϤΣϼΘϣ ΔϋϮϤΠϣ ΪϳΪΤΗ ϢΗ ϕΎτϨϟ΍
Ξ΋ΎΘϨϟ΍ ΎϬϴϓ ΎϤΑ ˬΞ΋ΎΘϨϟ΍ ϯΪϣϭ
˯΍Ω΃ νήόΘδΗ ϲΘϟ΍ ˬΔϴδϴ΋ήϟ΍ ΔϠμϟ΍
ΎϬΘϴΠϴΗ΍ήΘγ· ϖϓϭ ΔδγΆϤϟ΍
ΕΎόϗϮΗϭ ΕΎΟΎϴΘΣ·ϭ ΎϬΗΎϳΎϏϭ
ϱϭΫ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍
.ΔϠμϟ΍
ϦϜϤϳϭ ΔϘϴϗΩϭ ΔΜϳΪΣ Ξ΋ΎΘϨϟ΍ ϯΪϣ
.ΎϬϴϠϋ ΩΎϤΘϋϹ΍ ΔΤμϟ΍
ΐγΎϨϣ ϞϜθΑ Ξ΋ΎΘϨϟ΍ ϢϴδϘΗ ϢΘϳ ϒϴϨμΘϟ΍
.ΎϘϤόϣ ΎϤϬϓ ϢϳΪϘΘϟ
ΎΟΫϮϤϧήΒΘόϳ ϰϠϋΔϠϣΎϛΓέΪϗ ϰϠϋΓέΪϗ ϰϠϋΓΩϭΪΤϣΓέΪϗ ϰϠϋΓέΪϘϟ΍ϡΪϋ ˯΍ΩϷ΍
ϪΑϯάΘΤϳΎϴϤϟΎϋ ν΍ήόΘγϻ΍ ν΍ήόΘγϻ΍ ν΍ήόΘγϻ΍ ν΍ήόΘγϻ΍
ΔψϓΎΤϤϟ΍ ϭ΃ ΔϴΑΎΠϳ· ΕΎϫΎΠΗ· ΕΎϫΎΠΗϹ΍
3 ϯΪϣ ϰϠϋ ΪϴΟ ˯΍Ω΃ ϰϠϋ
.Ε΍ϮϨγ
ϢΘϳ ΎϤϛ ϑ΍Ϊϫ΃ ΪϳΪΤΗ ϢΘϳ ϑ΍ΪϫϷ΍
ϞϜθΑ Δϴδϴ΋ήϟ΍ Ξ΋ΎΘϨϠϟ ΎϬϘϴϘΤΗ
ΕΎϳΎϐϟ΍ ϖϓϭ ϚϟΫϭ ˬήϤΘδϣ
.ΔϴΠϴΗ΍ήΘγϹ΍
Ξ΋ΎΘϨϠϟ ΕΎϧέΎϘϣ ˯΍ήΟ· ϢΘϳ ΕΎϧέΎϘϤϟ΍
ϚϟΫϭ ˬΔϴΑΎΠϳ· ϥϮϜΗϭ Δϴδϴ΋ήϟ΍
.ΔϴΠϴΗ΍ήΘγϹ΍ ΕΎϳΎϐϟ΍ ϖϓϭ
Ϧϣ Ϫδϴγ΄Η ϢΗ Ύϣ ϰϠϋ ˯ΎϨΑ ΔϘΜϟ΍
ϦϜϤϳ ˬήϴΛ΄Θϟ΍ϭ ΐΒδϟ΍ ΕΎϗϼϋ
ϰϠϋ ΔψϓΎΤϤϟΎΑ ϕϮΛϮϟ΍
.ϞΒϘΘδϤϟ΍ ϲϓ ˯΍ΩϷ΍ ΕΎϳϮΘδϣ
%100 %75 %50 %25 %0 ΔΟέΪϟ΍

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ΔϴΑϭέϭϷ΍ ΔδγΆϤϟΎΑ ΰϴϤΘϟ΍ ΝΫϮϤϨϟ ΕΎΟέΪϟ΍ ϊοϭ

ΓΩϮΠϟ΍Γέ΍ΩϹ
_____________________________________________________________________________

ΔϴΑϭέϭϷ΍ΔδγΆϤϠϟΰϴϤΘϟ΍Γΰ΋ΎΠϟΔϣΪϘΘϤϟ΍ΕΎδγΆϤϠϟΕΎΟέΪϟ΍ϊοϭϲϓΓέ΍ΩϹ΍ϭϢϴϴϘΘϠϟ RADARέ΍Ω΍έ ϖτϨϣ ϡ΍ΪΨΘγ·ϢΘϳ

ΕΎϧέΎϘϣ ˯΍ήΟϹϭϲΗ΍άϟ΍ϢϴϴϘΘϟ΍˯΍ήΟϹ ΎϬϣ΍ΪΨΘγ·ΕΎδγΆϤϠϟϦϜϤϳΎϤϛ .ΎΑϭέϭ΃ϲϓ ΔϴϠΤϤϟ΍ΰ΋΍ϮΠϟ΍ϢψόϣϭΓΩϮΠϟ΍Γέ΍ΩϹ
.ϯήΧ΃ν΍ήϏϷΎϬϣ΍ΪΨΘγ· Ϧϋ ˱ϼ  πϓΔϳέΎϴόϣ

ΝΫϮϤϨϟ΍ ˯΍ί· ΎϬΘΟέΩ ϥΈϓ ˬϦϣΰϟ΍ ήΒϋ ΔδγΆϤϟ΍ ˯΍Ω΃ ϦδΤΘϳ ΎϣΪϨϋ Ϫϧ΃ Ϯϫ RADAR έ΍Ω΍έ ϡ΍ΪΨΘγϹ ϲδϴ΋ήϟ΍ ΃ΪΒϤϟ΍ ϥ·
ΓέΪϘϟ΍ΔδγΆϤϠϟϦϤπϳΎϤϣˬΞ΋ΎΘϨϠϟΎϬϨϣ %50κϴμΨΗϭ (Ϟ΋ΎγϮϟ΍)ΕΎϨϜϤϤϠϟΕΎΟέΪϟ΍Ϧϣ %50κϴμΨΗϢΗ .ϊϔΗήϴγ
.ϞΒϘΘδϤϟ΍ϲϓΎϬ΋΍Ω΃Δϣ΍ΪΘγ΍ϰϠϋ

ΔΟέΪϟ΍ΏΎδΘΣϻϚϟΫϭιΎΧϥίϭ ϪϟΔόδΘϟ΍ήϴϳΎόϤϟ΍ϦϣέΎϴόϣϞϛϥΈϓˬέ΍Ω΍έΔϓϮϔμϣ ϡ΍ΪΨΘγΈΑΔδγΆϣϢϴϴϘΗ ϢΘϳ ΎϣΪϨϋ

ϦϣϱέϭΩϞϜθΑΎϬΘόΟ΍ήϣϢΗΪϗϭ .ΎΑϭέϭ΃ΖτϏΔϣΎϋΔγ΍έΩϰϠϋ˯ΎϨΑ 1991ϲϓϥ΍ίϭϷ΍ϩάϫϊοϭϢΗ .ΔΣϮϨϤϤϟ΍Δϴ΋ΎϬϨϟ΍
.ΔϴϟΎΤϟ΍ϥ΍ίϭϷ΍΢οϮϳϲϟΎΘϟ΍ϞϜθϟ΍ϭˬΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ϞΒϗ

Δϴϋήϔϟ΍ήϴϳΎόϤϟ΍ϦϣϞϛϝΎΜϤϟ΍ϞϴΒγϰϠϋˬέΎϴόϣϞϛϦϤοΔϴϋήϔϟ΍ήϴϳΎόϤϠϟΔϳϭΎδΘϣϥ΍ίϭ΃κϴμΨΗϢΗϪϧΈϓΔϣΎϋΔϔμΑ
:ϥ΍˯ΎϨΜΘγ΍ϙΎϨϫϥ΃ήϴϏ .ϝϭϷ΍έΎϴόϤϠϟΔμμΨϤϟ΍ΔΟέΩ 100˰ϟ΍Ϧϣ %20˰ΑϢϫΎδϳΓΩΎϴϘϟ΍έΎϴόϣϦϤοΔδϤΨϟ΍
.%25ϰϠϋϞμΤϳΏ6ϲϋήϔϟ΍έΎϴόϤϟ΍ΎϤϨϴΑˬ6έΎϴόϤϠϟΔμμΨϤϟ΍ΕΎΟέΪϟ΍Ϧϣ %75ϰϠϋϞμΤϳ΃6ϲϋήϔϟ΍έΎϴόϤϟ΍ „
.%25ϰϠϋϞμΤϳΏ7ϲϋήϔϟ΍έΎϴόϤϟ΍ΎϤϨϴΑˬ7έΎϴόϤϠϟΔμμΨϤϟ΍ΕΎΟέΪϟ΍Ϧϣ %75ϰϠϋϞμΤϳ΃7ϲϋήϔϟ΍έΎϴόϤϟ΍ „

ϻϮλϭ Δϴϋήϔϟ΍ήϴϳΎόϤϟ΍ϊϴϤΟΕΎΟέΩϊϴϤΠΗϢΘϳϢΛϦϣϭϪΘΟέΩΪϳΪΤΗϭέ΍Ω΍έΔϓϮϔμϣ ϡ΍ΪΨΘγΈΑϲϋήϓέΎϴόϣϞϛϢϴϴϘΗϢΘϳ

1000ϰϟ· 0 ϦϣΡϭ΍ήΘΗϲΘϟ΍ϭ ΔϴϟΎϤΟϹ΍ΔΠϴΘϨϟ΍ϰϟ·ϻϮλϭϩϼϋ΃ΝΫϮϤϨϟΎΑΔϨϴΒϤϟ΍ϥ΍ίϭϷ΍ϖϴΒτΗϢΘϳΚϴΣέΎϴόϤϟ΍ΔΟέΩϰϟ·
.ΔΟέΩ

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ΕΎΤϠτμϤϟ΍ϒϳήόΗ
_____________________________________________________________________________

ϒϳήόΘϟ΍ ΢ϠτμϤϟ΍ ΢ϠτμϤϟ΍

ΔϳΰϴϠΠϧϹΎΑ ΔϴΑήόϟΎΑ
ΕϼϋΎϔΘϟ΍ϭΔϤψϧ΃ϭΕΎϴϠϤϋϭΕΎϣΪΧϭΕΎΠΘϨϣϰϟ·Δϴϋ΍ΪΑϹ΍έΎϜϓϸϟΔϴϠϤόϟ΍ΔϤΟήΘϟ΍ Innovation έΎϜΘΑϹ΍
.ΔϴόϤΘΠϤϟ΍
.ΔδγΆϤϟ΍ϲϓϦϴϴϨόϤϟ΍ϱ΃έ Perception ωΎΒτϧϹ΍
ΕϼϣΎόΗϭ΃ΔϤψϧ΃ϭ΃ΕΎϴϠϤϋϭ΃ΕΎϣΪΧϭ΃ΕΎΠΘϨϤϟΓέϮτϣϭ΃ΓΪϳΪΟέΎϜϓ΃ΪϴϟϮΗ Creativity ω΍ΪΑϹ΍
.ΔϴόϤΘΠϣ
ΎϬΘϳ΅έϖϴϘΤΘϟΔδγΆϤϟ΍ϰόδΗΎϬϟϼΧϦϣϲΘϟ΍ΐϴϟΎγϷ΍ϒμΗϯϮΘδϤϟ΍ΔϴϟΎϋΔτΧ Strategy ΔϴΠϴΗ΍ήΘγϹ΍
ΐΠϳΎϣβϜόΗΔϘδΘϣΔϴΠϴΗ΍ήΘγ·ϑ΍Ϊϫ΃ϭΕΎϳΎϏϰϟ·ΎϬΘϤΟήΗϢΘϳϲΘϟ΍ϭˬΎϬΘϟΎγέϭ
.ϪϠόϔΗϥ΃ΔδγΆϤϟ΍ϰϠϋ
˯΍ΩϷ΍ϦϣϰϠϋ΃ΕΎϳϮΘδϣϖϴϘΤΗϰϟ·ϱΩΆϳϱάϟ΍ΕΎϴϠϤόϟ΍ϲϓήϤΘδϤϟ΍ϦϴδΤΘϟ΍Ϯϫ Continual ϦϴδΤΘϟ΍
.ϲΠϳέΪΗήϴϴϐΗϝϼΧϦϣϚϟΫϭ Improvement ήϤΘδϤϟ΍
ϦϣΔΟέΪΑϞϤόϟ΍ϭέ΍ήϘϟ΍ΫΎΨΗ΍ΔϴϟϭΆδϣϦϣϕήϔϟ΍ϭ΃Ω΍ήϓϷ΍ΎϬϟϼΧϦϣϦϜϤΘϳΔϴϠϤϋ Empowerment ϦϴϜϤΘϟ΍
.ϢϬϟΎϤϋ΃ϲϓΔϴϟϼϘΘγϻ΍
ςΒπΗϲΘϟ΍ϭΔδγΆϤϟ΍ϲϓϦϴϠϣΎόϟ΍ϦϴΑΔϛήΘθϤϟ΍ΉΩΎΒϤϟ΍ϭϢϴϘϟ΍ϦϣΔϨϴόϣΔϋϮϤΠϣ Culture ΔϓΎϘΜϟ΍
.ΔδγΆϤϟ΍ΝέΎΧϦϴϴϨόϤϟ΍ϊϣϭξόΒϟ΍ϢϬπόΑϊϣϢϬϠϣΎόΗΔϘϳήρ
ΎϬΗΎϣ΍ΰΘϟ΍˯ΎϔϴΘγ΍ϰϠϋΎϬΗΪϋΎδϤϟϡΪΨΘδϳϭΔδγΆϤϟ΍ϲϓςΑ΍Ϯπϟ΍ϭΕΎϴΣϼμϠϟέΎρ· Corporate ΔϤϛϮΤϟ΍
.ΔϴϗϼΧϷ΍ϭΔϴϟΎϤϟ΍ϭΔϴϧϮϧΎϘϟ΍ Governance ΔϴδγΆϤϟ΍
ΔγϮϤϠϤϟ΍ήϴϏϝϮλϷ΍ϞΜϤΗϭ .ΔϴϟΎϤϟ΍ΕΎΑΎδΤϟ΍ϲϓ ΎϫΪϴϴϘΗϢΘϳϻϲΘϟ΍ΔδγΆϤϟ΍ΔϤϴϗ Intellectual ϝΎϤγ΃ήϟ΍
.ΔϳήΘϓΪϟ΍ϭΔϴϗϮδϟ΍ΔϤϴϘϟ΍ϦϴΑϕήϔϟ΍ϥϮϜΗΎϣΎΒϟΎϏϭΔδγΆϤϠϟ Capital ϱήϜϔϟ΍
.ΎϬΑ ϦϴϴϨόϤϟ΍ΎϫΪϛΆϳϲΘϟ΍ϭˬΔδγΆϤϟ΍ΩϮΟϭϦϣΐΒδϟ΍ϭ΃ΔϳΎϐϟ΍Ρήθϳκϧ Mission ΔϟΎγήϟ΍
΢ΒμΘϟΎϬϣ΍ΪΨΘγ΍ϦϣΪμϘϳ .ΪϴόΒϟ΍ϞΒϘΘδϤϟ΍ϲϓϪϘϘΤΗϥ΃ΔδγΆϤϟ΍ϝϭΎΤΗΎϤϟϒλϭ Vision Ύϳ΅ήϟ΍
ΎγΎγ΃ΔϟΎγήϟ΍ϊϣϞϜθΗϭ .ΔϴϠΒϘΘδϤϟ΍ϭΔϴϟΎΤϟ΍ϞϤόϟ΍ΕΎϬΟϮΗέΎϴΘΧϻΎΤο΍ϭϼϴϟΩ
.ΕΎγΎϴδϟ΍ϭΕΎϴΠϴΗ΍ήΘγϼϟ
ϭ΃ϢΠΤϟΎϛαΎϴϘϟΎΑϪϨϋήΒόϳϥ΃ϦϜϤϳϭˬΔϳήψϨϟ΍ΔϴΣΎϨϟ΍ϦϣϪϘϴϘΤΗϦϜϤϳΎϤϟαΎϴϗ Capacities Δόδϟ΍
ΝΎΘϧϹΎΑΔϧέΎϘϣϯϮμϘϟ΍ΔϳήψϨϟ΍ΔϴΟΎΘϧϹ΍ϰϟ·ϚϟΫήϴθϳΕΎδγΆϤϟ΍ϲϓϭ .ΩΪόϟ΍
.ΔϳϮΌϤϟ΍ΔΒδϨϟΎΑϪϨϋήϴΒόΘϟ΍ϢΘϳϭˬϲϠόϔϟ΍
ϑ΍ήρϷ΍ϞϜϟΔϓΎπϣΔϤϴϗϝΩΎΒΗϭΩΎΠϳϹΎϬ΋ΎϛήηϭΔδγΆϤϟ΍ϦϴΑΔϨϴΘϣΔϗϼϋ Partnership Δϛ΍ήθϟ΍
ΔϴϤϴϠόΘϟ΍ΕΎδγΆϤϟ΍ϭϦϴϋίϮϤϟ΍ϭϦϳΩέϮϤϟ΍ϊϣϼΜϣΔϛ΍ήθϟ΍˯Ύθϧ·ϢΘϳϭ .ΔϛέΎθϤϟ΍
ΎϬϓ΍Ϊϫ΃ϖϴϘΤΗϦϣΔδγΆϤϟ΍ϦϜϤΗΔϴΠϴΗ΍ήΘγϹ΍ΕΎϛ΍ήθϟ΍ .ϦϴϠϣΎόΘϤϟ΍ϊϣϭ΃
.ΔϴΠϴΗ΍ήΘγϹ΍
Ϊ΋΍Ϯϓϭϑ΍Ϊϫ΃ϖϴϘΤΘϟϪόϣϞϤόϠϟϲΠϴΗ΍ήΘγ·ϞϜθΑΔδγΆϤϟ΍ϩέΎΘΨΗϲΟέΎΧϑήρ Partner Ϛϳήθϟ΍
.ϊϴϤΠϠϟΔϣ΍ΪΘδϣϭΔϛήΘθϣ
ϭ΃ϲ΋ΰΟϡ΍ϭΩϭ΃ϞϣΎϛϡ΍ϭΪΑ˯΍ϮγΔδγΆϤϟ΍ϲϓϥϮϠϤόϳϦϳάϟ΍Ω΍ήϓϷ΍ϊϴϤΟ People ϥϮϠϣΎόϟ΍
.ΕΎϳϮΘδϤϟ΍ϊϴϤΟϰϠϋΓΩΎϘϟ΍ϚϟΫϞϤθϳϭϦϴϋϮτΘϤϟ΍
.ΔδγΆϤϠϟΔϤϴϘϟ΍ΔϠδϠγϪϴΟϮΗϭΔϴΠϴΗ΍ήΘγϹ΍ϖϴϘΤΘϟϢϫϷ΍ΕΎϴϠϤόϟ΍ Key Processes ΕΎϴϠϤόϟ΍
Δϴδϴ΋ήϟ΍
ΔτθϧϷ΍ΕΎΟήΨϣϥ΃ΚϴΣήΧϵ΍ΎϬπόΑϊϣϞϋΎϔΘΗϲΘϟ΍ΔτθϧϷ΍ϦϣΔϋϮϤΠϣ Process ΔϴϠϤόϟ΍
ϞϳϮΤΗϖϳήρϦϋΔϤϴϗϒϴπΗΕΎϴϠϤόϟ΍ .ΔϘΣϻΔτθϧϷΕϼΧΪϣϞϜθΗΔϘΑΎδϟ΍
.Ωέ΍Ϯϣϡ΍ΪΨΘγΎΑΕΎΟήΨϣϰϟ·ΕϼΧΪϤϟ΍

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ϒϳήόΘϟ΍ ΢ϠτμϤϟ΍ ΢ϠτμϤϟ΍
ΔϳΰϴϠΠϧϹΎΑ ΔϴΑήόϟΎΑ
ϦϴϴϨόϤϟ΍ϊϴϤΟΕΎρΎθϧϭ΢ϟΎμϣϦϴΑϥί΍ϮΘϟ΍ϭϖϴδϨΘϟΎΑϥϮϣϮϘϳϦϳάϟ΍ιΎΨηϷ΍ Leaders ΓΩΎϘϟ΍
.ΔδγΆϤϟΎΑ
ϝϼΧϦϣ (ϩΎϧΩ΃ήψϧ΃)Ξ΋ΎΘϧϭϝΎόϓ΃ϰϟ·ΔϴδγΆϤϟ΍ΕΎϴϧΎϜϣϹ΍ϞϳϮΤΗϰϠϋΓέΪϘϠϟΔϔλ Capabilities Ε΍έΪϘϟ΍
.ΔϠμϟ΍Ε΍ΫΕΎϴϠϤόϟ΍ϭΩέ΍ϮϤϟ΍ϭΓήΒΨϟ΍ϭΓ˯ΎϔϜϟ΍ϭΔϓήόϤϟ΍ϰϟ·ΝϮϟϮϟ΍
ϦϜϤϳϝΎΜϤϟ΍ϞϴΒγϰϠϋϭ .ΎϬϓ΍Ϊϫ΃ϖϴϘΤΗϰϠϋΔδγΆϤϟ΍ΔϴϧΎϜϣ·ϭΓέΪϘϟ΍ϰϟ·ήϴθϳ Organisational ΓέΪϘϟ΍
ήϳϮτΘϟ΍ϭϢϠόΘϟ΍ϭ΃ΔϴΟέΎΨϟ΍ΕΎϛ΍ήθϟ΍ϝϼΧϦϣΎϬΗέΪϗϦϣίΰόΗϥ΃ ΔδγΆϤϠϟ Capability ΔϴδγΆϤϟ΍
.ϲϠΧ΍Ϊϟ΍
ϢϟΎόϟ΍ϊϣϭ΃ΎϴϠΧ΍ΩΔδγΆϤϟ΍ϙϮϠγϪΟϮΗϲΘϟ΍ΉΩΎΒϤϟ΍ϭ΃ΕΎϔδϠϔϟ΍ϦϣΔϋϮϤΠϣ Values ϢϴϘϟ΍
.ϚϟάϛβϴϟϮϫΎϣϭϪϴϓΏϮϏήϣϭΪϴΟϮϫΎϣϰϟ·ϦϴϠϣΎόϟ΍ϢϴϘϟ΍ϪΟϮΗ .ϲΟέΎΨϟ΍
.ϡΎϋϞϜθΑΔδγΆϤϟ΍ϲϓϦϴϠϣΎόϠϟϡΎϋϪΟϮϤϛϡΪΨΗϭϕήϔϟ΍ϭΩ΍ήϓϷ΍ϙϮϠγϰϠϋήΛΆΗϭ
ΔϴδϓΎϨΗϲϓΔϳέϮΤϣΓέΪϗϭ΃ΪϴΟϞϜθΑΎϬΘϟϭ΍ΰϣϢΘϳϲΘϟ΍ΔϴϠΧ΍Ϊϟ΍ΔτθϧϷ΍ϲϫ Core Γ˯ΎϔϜϟ΍
.ΎϬΗ˯Ύϔϛϭ΃ΎϬΘϴΤΑέϭ΃ΔδγΆϤϟ΍ Competence ΔϴγΎγϷ΍
.ΔδγΆϤϟ΍ϞΒϗϦϣΔϣΪϘϤϟ΍ΔϣΪΨϟ΍ϭ΃ΞΘϨϤϟ΍ϲϘϠΘϣ Customer ϞϣΎόΘϤϟ΍
.ΔδγΆϤϟΎΑήΛ΄ΘΗϲΘϟ΍ϭΔδγΆϤϟ΍ΝέΎΧΔϴόϤΘΠϤϟ΍ΔϴΘΤΘϟ΍ΔϴϨΒϟ΍ Society ϊϤΘΠϤϟ΍
ϚϟΫϞϤθϳϭΔΑήΠΘϟ΍ϭϢϠόΘϟ΍ϝϼΧϦϣΩήϔϟ΍ΎϬϴϠϋϞμΤϳϲΘϟ΍ΓέΎϬϤϟ΍ϭΓήΒΨϟ΍ϲϫ Knowledge ΔϓήόϤϟ΍
ΕΎϣϮϠόϤϟ΍ϥΈϓΔϴϟϭ΃ϖ΋ΎϘΣϲϫΕΎϧΎϴΒϟ΍ϥ΃ϦϴΣϲϓϭ .έϮϣϸϟϲϠϤόϟ΍ϭϱήψϨϟ΍ϢϬϔϟ΍
Ϟόϔϟ΍ϪΟϮΗϲΘϟ΍ΕΎϣϮϠόϤϟ΍ϲϬϓΔϓήόϤϟ΍Ύϣ΃ϭ ,ΕΎϧΎϴΒϟ΍ϰϠϋϲϨΒϤϟ΍ϥϮϤπϤϟ΍ϲϫ
.έ΍ήϘϟ΍ΫΎΨΗ΍ϭ
ΚϴΣΔδγΆϤϟΎΑΓήηΎΒϣήϴϏϭ΃ΓήηΎΒϣΔΤϠμϣΎϬϟΕΎδγΆϣϭ΃ΕΎϋϮϤΠϣϭιΎΨη΃ Stakeholders ϥϮϴϨόϤϟ΍
ϢϫϦϴϴΟέΎΨϟ΍ϦϴϴϨόϤϟ΍ ϰϠϋΔϠΜϣ΃ .ΎϬΘτθϧ΃ϭΎϬΗΎγέΎϤϤΑϥϭήΛ΄Θϳϭ΃ϥϭήΛΆϳϢϬϧ΃ ΔδγΆϤϟΎΑ
ΕΎδγΆϣϲϠΜϤϣϭΔϴϣϮϜΤϟ΍ή΋΍ϭΪϟ΍ϭ˯Ύϛήθϟ΍ϭϦϳΩέϮϤϟ΍ϭϦϴϠϣΎόΘϤϟ΍ϭϦϴϤϫΎδϤϟ΍
ήψϧ΍) .ϞϤόϟ΍ϕήϓϭϦϴϠϣΎόϟ΍ϢϫϦϴϴϠΧ΍Ϊϟ΍ϦϴϴϨόϤϟ΍ϰϠϋΔϠΜϣ΃ .ϲϧΪϤϟ΍ϊϤΘΠϤϟ΍
(ϩϼϋ΃ϞϤόϟ΍΢ϟΎμϤΑϥϮϴϨόϤϟ΍ϒϳήόΗΎπϳ΃
ϦϋϦϴϟϮΌδϤϟ΍ιΎΨηϷ΍ϭ΃ΔδγΆϤϠϟϞϳϮϤΘϟ΍ϥϮϣΪϘϳϦϳάϟ΍ιΎΨηϷ΍ϚΌϟϭ΃Ϣϫ Business ϥϮϴϨόϤϟ΍
ϭ΃ϞϤόϟ΍ΏΎΑέ΃ϚϟΫϲϨόϳΪϗˬΔλΎΨϟ΍ΕΎϛήθϟ΍ϲϓϭ .ΎϴϠόϟ΍Γέ΍ΩϹ΍ϖϳήϓ Stakeholders ΢ϟΎμϤΑ
.ϦϴϴγΎϴδϟ΍ϭ΃˯΍έίϮϟ΍ϭ΃ΔϣϮϜΤϟ΍ϚϟΫϲϨόϳΪϗϡΎόϟ΍ωΎτϘϟ΍ϲϓϭˬϦϳήϤΜΘδϤϟ΍ ϞϤόϟ΍
ΔδγΆϤϠϟΰϴϤΘϟ΍ΝΫϮϤϧέΎρ·˯ΎϨΑϢΗϲΘϟ΍ΔΑήΠϤϟ΍ϭΔϴγΎγϷ΍ϢϴϫΎϔϤϟ΍ϦϣΔϋϮϤΠϣ Fundamental ϢϴϫΎϔϤϟ΍
.ΎϬϴϠϋΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ Concepts of ΔϴγΎγϷ΍
Excellence ΰϴϤΘϠϟ
.ϯήΧ΄ΑΔϴϠϤϋ˯΍Ω΃ϭ΃ϯήΧ΄ΑΔδγΆϣ˯΍Ω΃ΔϧέΎϘϤϟΕΎϧΎϴΒϟ΍ϡ΍ΪΨΘγ΍ Comparisons ΕΎϧέΎϘϤϟ΍
ϰϠϋΎϬϟϼΧϦϣΔδγΆϤϟ΍ϞμΤΗϭˬΔϠλΕ΍ΫϯήΧ΃ΕΎϬΟϊϣΞϫΎϨϤϠϟΔϤψϨϣΔϧέΎϘϣ Benchmarking ΔϧέΎϘϤϟ΍
.ΎϬ΋΍Ω΃ϦϴδΤΘϟΕ΍ϮτΧΫΎΨΗ΍ϰϠϋΎϫΪϋΎδϳϖϤόϣϢϬϓ ΔϳέΎϴόϤϟ΍
ΚϴΣ .Δϴ΋ΎϨΜΘγ΍Ε΍ίΎΠϧ·ϰϟ·ϱΩΆΗΔϗϮϔΘϣΐϴϟΎγ΃ϭ΃ΕΎϴϠϤϋϭ΃ΕΎγΎϴγϭ΃ΞϫΎϨϣ Good / best ΕΎγέΎϤϤϟ΍
"ΓΪϴΟΔγέΎϤϣ"΢ϠτμϤϟ΍ϥΈϓϞπϓϷ΍ϮϫΎϣϰϠϋϑήόΘϠϟϥΎϜϤΑΔΑϮόμϟ΍ϦϣϪϧ΃ practice /ΓΪϴΠϟ΍
ΓΪϴΠϟ΍ΕΎγέΎϤϤϟ΍ϰϠϋϑήόΘϠϟϕήτϟ΍Ϧϣ .ΕΎδγΆϤϟ΍ϢψόϣϯΪϟϼϴπϔΗήΜϛϷ΍Ϯϫ Ϟπϓ΃
.ϲΟέΎΨϟ΍ϢϠόΘϟ΍ϭΔϳέΎϴόϤϟ΍ΕΎϧέΎϘϤϟ΍ϲϫΔδγΆϤϟ΍ΝέΎΧ ΕΎγέΎϤϤϟ΍
ϲΘϟ΍ϭΝΎΘϧϹ΍ϭ΃ϊϴϨμΘϟ΍ΔϴϠϤόϟΔΠϴΘϧϱέΎΠΗϞϜθΑΎϬόϳίϮΗϢΘϳϲΘϟ΍ϊ΋ΎπΒϟ΍ϲϫ Products ΕΎΠΘϨϤϟ΍
ΔΤϳήηΕΎΠΘϨϤϟ΍ϞϤθΗˬΎϣϮϤϋϭ .ΎϬϛϼϬΘγ΍ϭ΃ΎϬϣ΍ΪΨΘγ·ϞΒϗϊϳίϮΘϠϟΓΎϨϗήΒϋήϤΗ
.ϊϧΎμϤϟ΍ϭΕ΍ΪόϤϟ΍ϭϖϓ΍ήϤϟ΍ϞΜϣΕ΂θϨϤϟ΍ϭϊϠδϟΎϛϊ΋ΎπΒϟ΍ϦϣΔόγ΍ϭ
ϝΎόϓ΃ϭΕΎϴϠϤϋϦϣΞϬϨϤϟ΍ϥϮϜΘϳ .ϝΎϤϋϷ΍ίΎΠϧ·ϢΘϳΎϬϟϼΧϦϣϲΘϟ΍ΔϠϣΎθϟ΍ΔϘϳήτϟ΍ Approach ΞϬϨϤϟ΍
.ΕΎγΎϴδϟ΍ϭΉΩΎΒϤϟ΍ϦϣέΎρ·ϲϓΎϫάϴϔϨΗϢΘϳΔϤψϨϣ

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 2013ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ΝΫϮϤϧ

ϒϳήόΘϟ΍ ΢ϠτμϤϟ΍ ΢ϠτμϤϟ΍
ΔϳΰϴϠΠϧϹΎΑ ΔϴΑήόϟΎΑ
ΩΪΤϣϊοϭϰϟ·ϲϟΎΤϟ΍ΎϬόοϭϦϣΕΎδγΆϤϟ΍ϭϕήϔϟ΍ϭΩ΍ήϓϷ΍ϝϮΤΗΓΩΎϴϘϟΞϬϨϣϮϫ Change ήϴϴϐΘϟ΍Γέ΍Ω·
ΓΪϧΎδϣϝϼΧϦϣήϴϴϐΘϟ΍Γέ΍Ω·ϰϟ·ϑΪϬΗΔϴδγΆϣΔϴϠϤϋϲϫ .ϞΒϘΘδϤϟ΍ϲϓΩϮθϨϣϭ Management
.ϢϬΑΔλΎΨϟ΍ϞϤόϟ΍ΔΌϴΑϲϓήϴϴϐΘϟ΍ϕΎϨΘϋ΍ϭϞΒϘΘϟ ΔδγΆϤϟΎΑ ϦϴϴϨόϤϟ΍
ϦϋήψϨϟ΍ξϐΑΔϳϭΎδΘϣϭΔϟΩΎϋΔϠϣΎόϣϥϮϘϠΘϳϦϴϠϣΎόϟ΍ϊϴϤΟϥ΃ϦϤπΗΔγέΎϤϣ Equal ΆϓΎϜΗ
.ΔϗΎϋϹ΍ϭϦϳΪϟ΍ϭΔϴδϨΠϟ΍ϭϞλϷ΍ϭήϤόϟ΍ϭβϨΠϟ΍ opportunity ιήϔϟ΍
ΎϬΑΩήϔϨϳϲΘϟ΍ΕΎϔμϠϟΎϬΗ΍ΩΎϴϘΑΔϠΜϤΘϣΔδγΆϤϟ΍ΓΩΎϔΘγ΍ϭήϳΪϘΗϭϑ΍ήΘϋ΍ϯΪϣ Diversity ωϮϨΗ
Ε΍έΪϘϟ΍ϭΕ΍ΪϘΘόϤϟ΍ϭβϨΠϟ΍ϭϕήόϟ΍ϭϞλϷ΍ϭήϤόϟ΍ϲϓωϮϨΘϟΎϛ ,ϥϮϠϣΎόϟ΍
.ΔϳΪδΠϟ΍
.Γ˯ΎϔϛϭΔϋήδΑΕ΍ήϴϐΘϤϟ΍ ˯΍ί·ϒϴϜΘϟ΍ϰϠϋΔδγΆϤϟ΍ΓέΪϗ Agility Δϋήγ
ϒϴϜΘϟ΍
.Ε΍ΪϳΪϬΗϭιήϓϦϣΪΠΘδϳΎϤϟˬϢ΋ϼϤϟ΍ΖϗϮϟ΍ϲϓˬϒϴϜΘϟ΍ϭΔΑΎΠΘγϻ΍ϰϠϋΓέΪϘϟ΍ Organizational Δϋήγ
Agility ϒϴϜΘϟ΍
ϲδγΆϤϟ΍
ϝϼΧϦϣΎόϣϢϠόΘϠϟΔϛήΘθϣΔΤϠμϣϭ΃ϑΪϫϢϬϳΪϟϦϳάϟ΍ιΎΨηϷ΍ϦϣΔϋϮϤΠϣ Learning ϢϠόΘϟ΍ΕΎϜΒη
.Ε΍ήΒΨϟ΍ϭΕΎϣϮϠόϤϟ΍ϝΩΎΒΗ networks
.ΎϬόϣϦϴϠϣΎόΘϤϠϟΔδγΆϤϟ΍ΎϬϣΪϘΗϲΘϟ΍ΕΎϣΪΨϟ΍ϭΕΎΠΘϨϤϠϟΔϗέΎϔϟ΍ΔϤϴϘϟ΍ Value νήϋ
proposition ΔϤϴϘϟ΍
ήΛΆΗϲΘϟ΍Ε΍ήϴϐΘϤϟ΍ϭρϭήθϟ΍ϭκ΋ΎμΨϟ΍Ϧϣ (8ϰϟ· 3ϦϴΑΎϣΓΩΎϋ)ΩϭΪΤϣΩΪϋ Critical Ϟϣ΍Ϯϋ
.ωϭήθϤϟ ϭ΃ΞϣΎϧήΒϟϭ΃ΔδγΆϤϟΔϳέ΍ήϤΘγϻ΍ϭΓ˯ΎϔϜϟ΍ϭΔϴϠϋΎϔϟ΍ϰϠϋήηΎΒϣϞϜθΑ success ΡΎΠϨϟ΍
factors ΔΟήΤϟ΍
.ϢϬϠϤϋϊϗ΍Ϯϣϭ΃ϢϬϟΎϤϋ΃ήϴϴϐΗϰϠϋϦϴϠϣΎόϟ΍ΓέΪϗϭΔΒϏέ Mobility ϞϘϨΘϟ΍ΔϴϠΑΎϗ
ΐδΣϰϨόϤϟ΍ϒϠΘΨϳΪϗ .ΎϬϴϠϋΔψϓΎΤϤϟ΍ϭ΃ΔϔϴυϭϰϠϋϝϮμΤϟ΍ϰϠϋκΨθϟ΍ΓέΪϗ Employability ΔϴϠΑΎϗ
ϲϨόϳϥ΃ϦϜϤϳΕΎδγΆϤϠϟ .ϞϘϨΘϟ΍ϭ΃ΕΎΒΜϟ΍ϚϟΫϲϨόϳϥ΃ϦϜϤϳΩ΍ήϓϸϟ .ϥϮϤπϤϟ΍ ϒϴυϮΘϟ΍
.ΔϧϭήϤϟ΍ϚϟΫ
.Ύϳ΅ήϟ΍ϭ΃/ϭΔϟΎγήϟ΍ϦϋϻΪΑΕΎδγΆϤϟ΍ξόΑϞΒϗϦϣϡΪΨΘδϳκϧ Purpose ΔϳΎϐϟ΍κϧ
Statement
Γέ΍Ω·ϡΎψϧϰϟ·ΔϓΎοϹΎΑΞ΋ΎΘϧϭ˯΍Ω΃Ε΍ήηΆϣϦϣϪΑϞμΘϳΎϣϭΕΎϴϠϤόϟ΍έΎρ· Management Γέ΍ΩϹ΍ϡΎψϧ
.ΎϬΘϳ΅έϭΎϬΘϟΎγήϟΔδγΆϤϟ΍ΔϴΒϠΗϥΎϤπϟϡΪΨΘδΗϲΘϟ΍ˬΕΎϴϠϤόϟ΍ϦϴδΤΗϭ System
ήλΎϨόϟ΍ϩάϫϞϤθΗϭ .ΔϤϴϗϢϳΪϘΗϭϖϠΧϲϓΪϋΎδΗϲΘϟ΍ϞϤόϟ΍ήλΎϨϋϦϋΓέΎΒϋϮϫ Business ϞϤόϟ΍ΝΫϮϤϧ
ΔϴγΎγϷ΍ΕΎϴϠϤόϟ΍ϭΔϴδϴ΋ήϟ΍Ωέ΍ϮϤϟ΍ϭΡΎΑέϷ΍ΏΎδΣΔϟΩΎόϣϭˬΔϤϴϘϟ΍νήϋΓΩΎϋ Model
.ΔδγΆϤϠϟ

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ήϳΪϘΗϭήϜη
______________________________________________________________________________

ϥϮϜϤϟ΍ϲγΎγϷ΍ϖϳήϔϟ΍ϡΎϗ .2012ϡΎϋϲϓΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟΎΑιΎΨϟ΍ΰϴϤΘϟ΍ΝΫϮϤϨϟΚϳΪΤΘϟ΍΍άϫέ΍Ϊλ·ϢΗ
:ΎϬόϴϤΠΗϭέΩΎμϣΓΪϋϦϣΕϼΧΪϣϰϠϋϝϮμΤϟΎΑˬϦϴϴϨόϤϟ΍ΕΎϋϮϤΠϣϦϣΎόγ΍ϭΎϋΎτϗϥϮϠΜϤϳ˯΍ήΒΧϦϣ

:ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ϲϤϴϘϣϊϤΘΠϣϲϠΜϤϣ „
ŶĚƌĠǀĂŶĚĞƌ'ĞĞƐƚ;WŽƐƚE>ͿĂŶĚŚƌŝƐƚŝĂŶ&ŽƌƐƚŶĞƌ;&zŽƵƌĚǀĂŶƚĂŐĞͿ
:ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍˯ΎϛήηϲϠΜϤϣ „
:ƵĂŶĚĞŝŽƐĂůĂƚƌĂǀĂ;ůƵďdžĐĞůĞŶĐŝĂĞŶ'ĞƐƚŝſŶͿ
:ιΎΨϟ΍ωΎτϘϟ΍ϦϣΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍˯Ύπϋ΃ ϲϠΜϤϣ „
DŝĂ'ŽĞƚǀŝŶĐŬ;ZŝĐŽŚͿ
:ϡΎόϟ΍ωΎτϘϟ΍ϦϣΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍˯Ύπϋ΃ϲϠΜϤϣ „
ŶŶĂĞŬĞƌ;njŝĞƌnjŽŶŝŽǁdŽǁŶ,ĂůůͿĂŶĚWĂƵůǀĂŶƐ;>ŝǀĞƌƉŽŽů:ŽŚŶDŽŽƌĞƐhŶŝǀĞƌƐŝƚLJͿ
:ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ϲΑέΪϣϊϤΘΠϣϲϠΜϤϣ „
ŚƌŝƐ,ĂŬĞƐ;>ĞĂĚĞƌƐŚŝƉŐĞŶĚĂEĞƚǁŽƌŬͿĂŶĚ'ĞŽĨĨĂƌƚĞƌ;WWĞƌĨŽƌŵĂŶĐĞͿ
:ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ϲϠΜϤϣ „
DĂƚƚ&ŝƐŚĞƌ;&YDͿ͕WĂƵů'ĞŵŽĞƚƐ;&YDͿĂŶĚWŝĞƌƌĞĂĐŚĞƚ;&YDͿ

ϢϬ΋ΎϤγ΃ΔϴϟΎΘϟ΍ιΎΨηϸϟιΎΨϟ΍ήϜθϟ΍ϪϴΟϮΗϦϣϲγΎγϷ΍ϖϳήϔϟ΍ΩϮϳϦϜϟϭˬΝΫϮϤϨϟ΍ΔόΟ΍ήϣϲϓιΎΨηϷ΍ϦϣΕΎΌϣϢϫΎγ
:Ε΍ΩϮδϤϟ΍ϭΕΎΣήΘϘϤϟ΍ΔόΟ΍ήϣ˯ΎϨΛ΃ΕΎϘϴϠόΘϟ΍ϭΕΎψΣϼϤϟ΍ϢϬϤϳΪϘΘϟϚϟΫϭ (ΔϳΰϴϠΠϧϹΎΑϱΪΠΑϷ΍ΐϴΗήΘϟ΍ΐδΣ)
ĂĚ ^ƚƌĞŶŐ͕ ůĂŝŶ ^ŵĂĚũĂ͕ ŶĚƌĞ ,ĂLJŶĞƐ͕ ŶĚƌĠ DŽůů͕ ŶĚƌĞĂƐ ĂůůƵĞŐĞ͕ ŶĚƌĞĂƐ ^ĐŚŵŝĚƚ͕ ƌŝƚƚͲDĂƌŝĞ
KůƐƐŽŶ͕ĞůĂů^ĞĕŬŝŶ͕ůĂŝƌĞ&ŽƌĚ͕ĂLJǀŽŶ'ŽŽĚƐĞůů͕ŝĞƚĞƌƵƚnj͕ĞƚůĞĨŽŚůĞ͕'ĞƌŚĂƌĚ>ĞƵ͕'ƵLJWĞĞƚĞƌƐ͕
/ĂŶ DĂLJ͕ :ĂĐƋƵĞůŝŶĞ ǀĂŶ ZŝũƐǁŝũŬ͕ :ĂĐƋƵĞƐ ^ĞŐŽƚ͕ :ĂŶŶŝ >ƆďĞƌ͕ :ĞĂŶ ĂƐƚŝĞŶ͕ :ŝůů tĞĂƚŚĞƌŝůů͕ :ŽŚĂŶŶ
^ŝŵŵĞů͕:ƵĂŶ'ĂƌĐşĂĚĞůsĂůůĞ͕<ĂƌŵĞŶ<ĞƌŶWŝƉĂŶ͕<ůĂƵƐ'ĂƌďĞƌƐ͕>ĂƵƌŝĞƌĂĚůĞLJ͕>ĞŶĞ>ŝŶĚŚŽůŵ͕DĂũĚ
ďďĂƐƐŝ͕DĂƌŝĞͲKĚŝůĞsĂŶŶĞƌĂƵĚ͕DĂƌŬtĞďƐƚĞƌ͕DĂƌƚŝŶƌĂŶĚĞƌ͕DŝŬĞ'ĂůůĂŐŚĞƌ͕DŽnjŚŐĂŶ^ĂĚƌ͕EŝĐŽůĞ
DĂLJĞƌ͕EŽƌŵĂŶ,ƵŐŚĞƐ͕WĂǀůŝŶĂŶĐŚĞǀĂ͕WĞƚĞƌ,Ƶůů͕ZĂĨĂĞůďĂũŽ͕ZŽďĞƌƚ>ĞůŽƵƉ͕ZŽůĂŶĚ>ŽĐŚŶĞƌ͕^ĂůůLJ
'ƌĞĞŶ͕ ^ŚĂǁƋŝ ^ĂũǁĂŶŝ͕ ^ƵƐĂŶŶĞ <ĂůĚƐĐŚŵŝĚƚ͕ dĂŶŝ :ćƌǀŝŶĞŶ͕ dŚŝĞƌƌLJ <ŝĞĨĨĞƌ͕ dŚŽŵĂƐ ćƵĞƌůĞ͕ sŝĐƚŽƌŝĂ
DŝĐŚĂĞůŝĚŽƵ͕tĂůƚĞƌ&ĞůĐŚůŝŶ͕tĂůƚĞƌ>ƵĚǁŝŐ

ΔϤΟήΘϟ΍Ω΍ΪϋΈΑϡΎϗ
ϒγϮϴϟ΍ϲϗϮηˬϲϧΎΠϴΘϟ΍ϱΩΎϫέϮδϴϓϭήΒϟ΍
:ϦϣϞϛΔόΟ΍ήϤϟ΍ϲϓϢϫΎγΎϤϛ
:ίΎϴΘϣϺϟΔϔϴϠΧΦϴθϟ΍Γΰ΋ΎΟϦϣϲγΎγϷ΍ϖϳήϔϟ΍ „
΢ϟΎλϥ΍ΪΟϭˬ΍ήπΧήϤϋˬΐϴτΨϟ΍ήϫΎϣˬϲϧΎϴτϋΔϠϴΒϧˬϲλϮϠϘηϲϧΎϫ
:ΰϴϤΘϠϟϲϧΎΜϟ΍ௌΪΒϋϚϠϤϟ΍ ΰϛήϣ „
ωΎϘόϘϟ΍ϢΜϴϫ
:ΔϴϧΩέϷ΍ΓΩϮΠϟ΍ΔϴόϤΟ „
ΩϼΠϟ΍ϢϴΣήϟ΍ΪΒϋ .Ω
:ΰϴϤΘϠϟϱήμϤϟ΍ΩΎΤΗϹ΍ „
ϱΎθΑϞϴ΋ϮϤλ
:ΓΩϮΠϟ΍Γέ΍ΩϹΔϴΑϭέϭϷ΍ΔδγΆϤϟ΍ϯΪϟϦϳΪϤΘόϤϟ΍ ϦϴΑέΪϤϟ΍ϭ ϦϴϤϴϘϤϟ΍ ϲϠΜϤϣ „
ϲϧ΍ϮΠγϲϗϮηˬΔηΎϘϧϱΆϟ .ΩˬϢϧΎϏΪΠϣ΃ .ΩˬϦϴδΣϦϳΪϟ΍ ΩΎϤϋ.Ω
:ΔϴΑήόϟ΍ΔϐϠϟ΍ ˯΍ήΒΧ „
ϦϳΪΑΎϋΝΎΤϟ΍βϳ .ΩˬϲϨΘϟ΍ϦϤΣήϟ΍΢Θϓ .Ω

34

©EFQM2012 – For personal and intra-company use only - Not for commercial use.
  
 
 
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EFQM Training & Recognition
EFQM have a range of training courses and recognitions, designed to support organisations at every stage of
their journey towards excellence. For more information on any of these options, please visit the EFQM website
(www.efqm.org).
EFQM Training
These training courses can be delivered by EFQM, our network of Partners and EFQM Licenced Trainers.
Additional support, such as workshop facilitation, can be provided by EFQM Licenced Advisors.
The EFQM Assessor
Development Path
Adding Value to your Management Career
The EFQM Assessor Training
The EFQM Assessor Training is a pass or fail 2-day
course that will enable you to develop essential
assessment skills using the EFQM Excellence Model
leading to becoming an EFQM Assessor. After the
completion of this course, you will be able to:
 Understand the approaches to internal and external
assessment;
 Apply the concepts and details of the EFQM
Model and RADAR tools to produce value-adding
performance analysis;
 Work together with others in an assessment team
environment;
The Qualified Assessor Training
The Qualified Assessor Training is a pass or fail intensive
3-day course focused on practical application of
assessor competences and aimed at further developing
the understanding of an organisation’s context and
strategic priorities. This training’s purpose is to produce
skilled and qualified assessors ready to:
 Perform robust Committed to Excellence (C2E) &
Recognised for Excellence (R4E) assessments
 Deliver balanced high-added value feedback for all
applicant organisations at both strategic and
operational levels
 Make a valuable contribution to an external
assessor team
The EFQM Organisation
Development Path
Support your organisation on its journey towards
Excellence and instill a culture of Excellence
Leading your Excellence Journey
Designed for Leaders who want to inspire, lead, drive
and support Organisational Excellence to ensure that
improvements create sustainable benefit to meet or
exceed stakeholders’ expectations. A 1-day training for
leaders to:
 Further develop their leadership skills and
competencies
 Understand how to lead and inspire the journey to
organisational excellence
 Discover why other organisations are successful
 Know how to effectively turn the learning into value
for the organisation
Shaping your Excellence Journey
Designed for the Management Teams of organisations
who have the task to understand, manage and shape an
efficient journey towards sustainable organisational
excellence. A 2-day training for managers to:
 Understand what is excellence and how it
progresses along the way
 Build the journey on personal and operational
experiences
 Understand the value and existing options to
conduct a simple self-assessment
 Understand how to plan, prioritise and manage
improvements and start the actions
 Support leaders on the journey towards excellence
Internal Assessment Training
Designed to help the organisations plan, manage and
support an internal improvement process, by gathering
information to understand the current status, using self-
assessment to identify strengths and areas for
improvement, and by prioritising actions, planning and
managing improvement projects. A 3-day training
understand:
 How to gather the information and data to
understand the current situation
 What are the various options for doing a self-
assessment, the relevance and benefits
 The EFQM Excellence Model, the Criteria and the
RADAR scoring tool
 How to prioritise improvement opportunities and
take actions, how to plan the projects
EFQM Recognition
EFQM Recognition is a great way to demonstrate to all your stakeholders that you are committed to further
improving your performance and achieving Sustainable Excellence. The different levels of recognition can
provide milestones on your journey, helping to motive people and sustain momentum.

EFQM Committed to Excellence EFQM Excellence Award

EFQM Committed to Excellence is the first milestone
in your journey towards Excellence. To achieve this
recognition, an organisation needs to identify 3
priority improvement initiatives from a self-
assessment and, over the next 6 --- 12 months
implement these projects.
Why apply?
 Involve and align all staff members to improve
your organisation’s performance
 Receive a validation and an internationally
recognised certification
 Benefit from action-oriented feedback
 Develop a culture of continuous improvement
EFQM Recognised for Excellence
EFQM Recognised for Excellence is designed for
organisations that are well on their way to achieve
sustainable
excellence. It recognises your efforts and identifies
good practices. The assessment is carried out by an
independent team of EFQM Assessors.
Why join?
 Receive value-adding feedback from a team of
experts
 Benefit from international recognition
 Provide proof to peer organisations, suppliers
and customers of your level of excellence
The objective of the EFQM Excellence Award is to
recognise Europe’s best performing organisations,
whether private, public or non-profit. Previous
applicants have described the EFQM Excellence
Awards as ‘‘like playing in the Champions League’’,
because it is supported by one of the most rigorous
assessment processes. To identify the finalists, a
multi-national team of experienced managers spend
one week on site; an average of 500 hours per
applicant, reviewing documents, interviewing and
analysing the organisation against the EFQM
Excellence Model. The feedback from the assessor
teams is then presented to an independent jury that
decides the level of recognition for each applicant.
To win the EFQM Excellence Award, an applicant
must be able to demonstrate that their performance
not only exceeds that of their peers, but also that
they will maintain this advantage into the future. A
Prize Winner is an organisation which demonstrates
role model behavior in one of the Fundamental
Concepts of Excellence:
 Adding Value for Customers
 Creating a Sustainable Future
 Developing Organisational Capability
 Harnessing Creativity & Innovation
 Leading with Vision, Inspiration & Integrity
 Managing with Agility
 Succeeding through the Talent of People
 Sustaining Outstanding Results

Further Reading
Assessing for Excellence The process in details and practical examples of different techniques for
undertaking Self-Assessment using the EFQM Excellence Model.
Determining Excellence A quick way to determine your organisation's position against a framework of
Excellence, through 44 questions
EFQM Management A simple, holistic overview of the key activities undertaken by the organisation,
Document where the key approaches are implemented and who is responsible for
ensuring they deliver the expected results
Other publications Discover all the other EFQM publications on www.efqm.org. Full description,
extract of the above titles as well as:
 Benchmarking Guidelines
 Understanding Organisation’s Stakeholders
 Perception Survey
 DMAIC Improvement Methodology
 EFQM Framework for the Hospitality & Tourism Industry
 EFQM Framework for Sustainability
 Benchmarking report --- Customer Perception
 Benchmarking report --- People Perception
 And many more…
 ‫ﻣﺆﺳﺴﺔ ﺣﻤﺪﺍﻥ ﺑﻦ ﺭﺍﺷﺪ ﺁﻝ ﻣﻜﺘﻮﻡ ﻟﻸﺩﺍء ﺍﻟﺘﻌﻠﻴﻤﻲ ﺍﻟﻤﺘﻤﻴﺰ ﻣﺆﺳﺴﺴﺔ ﻏﻴﺮ ﺭﺑﺤﻴﺔ ﺃﻧﺸﺄﻫﺎ ﺳﻤﻮ ﺍﻟﺸﻴﺦ ﺣﻤﺪﺍﻥ ﺑﻦ‬
‫ﺭﺍﺷﺪ ﺁﻝ ﻣﻜﺘﻮﻡ ـ ﻧﺎﺋﺐ ﺣﺎﻛﻢ ﺩﺑﻲ ﻭﺯﻳﺮ ﺍﻟﻤﺎﻟﻴﺔ ﺑﺪﻭﻟﺔ ﺍﻻﻣﺎﺭﺍﺕ ﺍﻟﻌﺮﺑﻴﺔ ﺍﻟﻤﺘﺤﺪﺓ ﻋﺎﻡ ‪ 1998‬ﻓﻲ ﻣﺪﻳﻨﺔ ﺩﺑﻲ ‪،‬‬
‫ﺑﺮﺅﻳﺔ ﺗﺘﻤﺤﻮﺭ ﺣﻮﻝ ﺍﻟﺮﻳﺎﺩﺓ ﻓﻲ ﺍﻷﺩﺍء ﺍﻟﺘﻌﻠﻴﻤﻲ ﺍﻟﻤﺘﻤﻴﺰ ﻭﺭﻋﺎﻳﺔ ﺍﻟﻤﻮﻫﻮﺑﻴﻦ ﻭﺍﻻﺑﺘﻜﺎﺭ ‪ ،‬ﻭﻗﺪ ﺑﺪﺃﺕ ﺗﺤﺖ ﻣﺴﻤﻰ‬
‫ﺟﺎﺋﺰﺓ ﺗﺴﺘﻬﺪﻑ ﺍﻻﺭﺗﻘﺎء ﺑﺎﻟﻘﻄﺎﻉ ﺍﻟﺘﻌﻠﻴﻤﻲ ﻣﻦ ﺧﻼﻝ ﺩﻋﻢ ﻭﺗﺸﺠﻴﻊ ﺍﻟﺘﻤﻴﺰ ﻓﻲ ﺍﻷﺩﺍء ﺍﻟﺘﻌﻠﻴﻤﻲ ﻭﺗﻜﺮﻳﻢ ﺍﻟﻤﺘﻤﻴﺰﻳﻦ‬
‫ﻭﺍﻟﻤﺆﺳﺴﺎﺕ ﻭﺍﻷﻓﺮﺍﺩ ﺍﻟﺬﻳﻦ ﻳﻘﺪﻣﻮﻥ ﺇﻧﺠﺎﺯﺍﺕ ﻭﺇﺑﺪﺍﻋﺎﺕ ﻣﺘﻤﻴﺰﺓ ﻓﻲ ﻣﺴﺎﻧﺪﺓ ﺟﻬﻮﺩ ﺗﻄﻮﻳﺮ ﺍﻟﺘﻌﻠﻴﻢ ‪ ،‬ﺇﻻ ﺃﻥ‬
‫ﻧﺠﺎﺣﻬﺎ ﻓﻲ ﺗﺤﻘﻴﻖ ﺣﺮﺍﻙ ﻣﺠﺘﻤﻌﻲ ﺗﺠﺎﻩ ﺍﻟﺠﻮﺩﺓ ﺍﻟﺘﻌﻠﻴﻤﻴﺔ ﺩﻓﻊ ﺍﻟﻤﺆﺳﺴﺔ ﺇﻟﻰ ﺍﻟﻌﻤﻞ ﻋﻠﻰ ﺗﻮﺳﻴﻊ ﻧﻄﺎﻕ ﺧﺪﻣﺎﺗﻬﺎ‬
‫ﻧﻮﻋﻴﺎ ً ﻭﻛﻤﻴﺎ ً ﺣﻴﺚ ﺷﻤﻠﺖ ﺍﻟﺠﻮﺍﺋﺰ ﺍﻟﺘﺤﻔﻴﺰﻳﺔ ﻛﺎﻓﺔ ﻋﻨﺎﺻﺮ ﺍﻟﻤﻨﻈﻮﻣﺔ ﺍﻟﺘﻌﻠﻴﻤﻴﺔ ﻭﺑﻠﻐﺖ ‪ 14‬ﻓﺌﺔ ﻣﺤﻠﻴﺔ ﻭﺧﻠﻴﺠﻴﺔ ‪،‬‬
‫ﻛﻤﺎ ﻓﺘﺤﺖ ﺍﻟﻤﺆﺳﺴﺔ ﻣﺠﺎﻻﺕ ﺟﺪﻳﺪﺓ ﻓﻲ ﻧﻄﺎﻕ ﻋﻤﻠﻬﺎ ﻣﺜﻞ ﺭﻋﺎﻳﺔ ﺍﻟﻤﻮﻫﻮﺑﻴﻦ ﻭﺩﻋﻢ ﺍﻟﻤﺒﺘﻜﺮﻳﻦ ‪ ،‬ﻭﺧﻼﻝ ﻣﺮﺍﺣﻞ‬
‫ﺃﺩﺍﺋﻬﺎ ﺍﻟﻤﺘﻄﻮﺭ ﺍﺳﺘﻄﺎﻋﺖ ﺍﻟﻤﺆﺳﺴﺔ ﺇﻧﺸﺎء ﺷﺮﺍﻛﺎﺕ ﻓﺎﻋﻠﺔ ﻋﻠﻰ ﺍﻟﻤﺴﺘﻮﻯ ﺍﻟﺪﻭﻟﻲ ﻭﺍﻹﻗﻠﻴﻤﻲ ﻻ ﺳﻴﻤﺎ ﺍﻟﻤﺆﺳﺴﺎﺕ‬
‫ﺍﻟﻤﻄﻠﻌﺔ ﺑﺄﺩﻭﺍﺭ ﺩﻭﻟﻴﺔ ﻭﺇﻗﻠﻴﻤﻴﺔ ﻓﻲ ﻣﺠﺎﻝ ﺍﻟﺘﻌﻠﻴﻢ ﻣﺜﻞ ﺍﻟﻴﻮﻧﺴﻜﻮ ﻭﺍﻟﻤﻨﻈﻤﺔ ﺍﻟﻌﺎﻟﻤﻴﺔ ﻟﻠﻤﻮﻫﻮﺑﻴﻦ ﻭﺍﻟﻔﺎﺏ ﻻﺏ‬
‫ﺍﻟﺪﻭﻟﻲ ﻭﺍﻟﻤﺆﺳﺴﺔ ﺍﻷﻭﺭﻭﺑﻴﺔ ﻹﺩﺍﺭﺓ ﺍﻟﺠﻮﺩﺓ ‪ EFQM‬ﻭﺍﻹﻳﺴﺴﻜﻮ ﻭﻣﻜﺘﺐ ﺍﻟﺘﺮﺑﻴﺔ ﺍﻟﻌﺮﺑﻲ ﻟﺪﻭﻝ ﺍﻟﺨﻠﻴﺞ‬
‫‪ ،‬ﻭﺍﻟﺘﻲ ﻛﺎﻥ ﻟﻬﺎ ﺍﻻﺛﺮ ﻓﻲ ﺑﻠﻮﺭﺓ ﻭﺗﻨﻔﻴﺬ ﻣﺸﺮﻭﻋﺎﺕ ﻣﺸﺘﺮﻛﺔ ﺗﺴﺎﻫﻢ ﻓﻲ ﺩﻓﻊ ﺍﻟﺠﻬﻮﺩ ﻧﺤﻮ ﺗﺤﻘﻴﻖ ﺃﻫﺪﺍﻑ ﺍﻟﺘﻌﻠﻴﻢ ‪،‬‬
‫ﻭﻛﺎﻥ ﻣﻦ ﻧﺘﺎﺝ ﺗﻠﻚ ﺍﻟﺸﺮﺍﻛﺎﺕ ﺟﺎﺋﺰﺓ ﺣﻤﺪﺍﻥ ﺍﻟﻴﻮﻧﺴﻜﻮ ﻟﻤﻜﺎﻓﺄﺓ ﺍﻟﺠﻬﻮﺩ ﺍﻟﻤﺘﻤﻴﺰﺓ ﻟﺘﺤﺴﻴﻦ ﺃﺩﺍء ﺍﻟﻤﻌﻠﻤﻴﻦ ﻭﺟﺎﺋﺰﺓ‬
‫ﺣﻤﺪﺍﻥ ﺍﻹﻳﺴﺴﻜﻮ‪ ،‬ﻭﺟﺎﺋﺰﺓ ﺍﻟﺒﺤﺚ ﺍﻟﻌﺮﺑﻲ ‪ ،‬ﻭﻓﺎﺏ ﻻﺏ ﺍﻹﻣﺎﺭﺍﺕ‪ ،‬ﻭﻗﺪ ﺍﺳﺘﻄﺎﻋﺖ ﺍﻟﻤﺆﺳﺴﺔ ﺃﻥ ﺗﻨﻈﻢ ﺍﻟﻌﺪﻳﺪ ﻣﻦ‬
‫ﺍﻟﻤﺆﺗﻤﺮﺍﺕ ﻭﺍﻟﻤﻨﺘﺪﻳﺎﺕ ﺍﻟﺘﻌﻠﻴﻤﻴﺔ ﻟﻌﻞ ﺃﺑﺮﺯﻫﺎ ﺍﻟﻤﺆﺗﻤﺮ ﺍﻵﺳﻴﻮﻱ ‪ 12‬ﻟﻠﻤﻮﻫﺒﺔ ﻭﻣﻌﺮﺽ ﺍﻟﺼﻨﺎﻉ ﺍﻟﻌﺎﻟﻤﻲ ‪.‬‬

‫ﻭﺗﺪﻳﺮ ﺍﻟﻤﺆﺳﺴﺔ ﻣﺸﺮﻭﻋﺎﺕ ﺭﺍﺋﺪﺓ ﻋﻠﻰ ﻣﺴﺘﻮﻯ ﺩﻭﻟﺔ ﺍﻻﻣﺎﺭﺍﺕ ﺑﺎﻟﺘﻌﺎﻭﻥ ﻣﻊ ﻭﺯﺍﺭﺓ ﺍﻟﺘﺮﺑﻴﺔ ﻭﺍﻟﺘﻌﻠﻴﻢ ﻭﻋﺪﺩ ﻣﻦ‬
‫ﺍﻟﺠﺎﻣﻌﺎﺕ ﻣﻨﻬﺎ ﺍﻟﺨﻄﺔ ﺍﻟﻮﻁﻨﻴﺔ ﻻﻛﺘﺸﺎﻑ ﻭﺭﻋﺎﻳﺔ ﺍﻟﻤﻮﻫﻮﺑﻴﻦ ﻭﺑﺮﺍﻣﺞ ﺍﻟﻤﻨﺢ ﺍﻟﺪﺭﺍﺳﻴﺔ ﻓﻲ ﺭﻋﺎﻳﺔ ﺍﻟﻤﻮﻫﻮﺑﻴﻦ‬
‫ﻭﺍﻻﺑﺘﻜﺎﺭ ﺇﻟﻰ ﺟﺎﻧﺐ ﻣﺮﻛﺰ ﺣﻤﺪﺍﻥ ﺑﻦ ﺭﺍﺷﺪ ﺁﻝ ﻣﻜﺘﻮﻡ ﻟﻠﻤﻮﻫﺒﺔ ﻭﺍﻻﺑﺘﻜﺎﺭ ﺍﻟﺬﻱ ﻳﻘﺪﻡ ﺧﺪﻣﺎﺕ ﺍﻻﻛﺘﺸﺎﻑ‬
‫ﻭﺍﻟﺮﻋﺎﻳﺔ ﻭﺍﻟﺪﻋﻢ ﻟﻠﻤﻮﻫﻮﺑﻴﻦ ﻭﺍﻟﻤﺒﺘﻜﺮﻳﻦ ‪.‬‬

‫ﻭﻗﺪ ﺣﺼﻠﺖ ﺍﻟﻤﺆﺳﺴﺔ ﻣﻤﺜﻠﺔ ﻓﻲ ﺭﺋﻴﺴﻬﺎ ﺍﻷﻋﻠﻰ ﺳﻤﻮ ﺍﻟﺸﻴﺦ ﺣﻤﺪﺍﻥ ﺑﻦ ﺭﺍﺷﺪ ﺁﻝ ﻣﻜﺘﻮﻡ ﻋﻠﻰ ﺃﻋﻠﻰ ﻭﺳﺎﻡ‬
‫ﺗﻘﺪﻳﺮﻱ ﻣﻦ ﻣﻨﻈﻤﺔ ﺍﻟﻴﻮﻧﺴﻜﻮ ﺗﻘﺪﻳﺮﺍ ﻟﺠﻬﻮﺩﻫﺎ ﺗﻠﻚ ‪.‬‬

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