thanks

1. ‫اٷكاء‬ ‫زبثوخ‬ٟ
ٍ‫لا‬٧‫اٷ‬ ْٰٔ‫رؾ‬٩
٢ٟ ‫ثخ‬٪ٜ‫ـ‬٠ٛ‫ا‬
ْ‫ؿوٯ‬ ٢‫ه‬ ْ‫ِوٯ‬ٛ‫ا‬

2. 1
-
ٚ‫لف‬٠ٛ‫ا‬
٫‫ٰل‬٨٠‫ز‬ٛ‫ا‬
‫ٰخ‬٠٧‫أ‬٩ ٝ٪٨ِ٠ٛ
‫جبد‬ٜ‫زـ‬ٟ٩
‫اٱكاء‬ ‫ئشواد‬ٟ
‫وئَٰٰخ‬ٛ‫ا‬
‫جش‬ٛ‫ا‬
‫اٷثز٘به‬
ً‫ٰٔب‬ٛ‫ا‬
‫زقـٰؾ‬ٛ‫ا‬

3. ٝ٪٨ِٟ
‫اٳكاء‬ ‫ئشواد‬ٟ
:
‫كح‬٪‫غ‬ٛ‫ا‬ ‫ئشواد‬٠ٛ ‫رؾلٯل‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ‫رؾلٯل‬ ‫ٯوزجو‬
ً‫ٰٓب‬ ‫اء‬٪ٍ ، ‫اٳكاء‬ ً‫ٰٓب‬ ‫ٰبد‬ٜ٠‫ه‬ ٞ٧‫أ‬ ٢ٟ ‫ٯوزجو‬٩
١٩‫ك‬ ً‫ا‬‫ل‬ٟ‫عب‬ ‫كح‬٪‫غ‬ٛ‫ا‬ ٝ‫لب‬٣ ‫ٯظجؼ‬ ‫ب‬٨٣٩‫ك‬ ٢ٟ٩ ، ‫بد‬ٟ‫قل‬ٛ‫ا‬ ً‫ٰٓب‬ ٩‫أ‬ ‫زبعٰخ‬٣‫اٵ‬
‫ٮ‬٧٩ ‫كح‬٪‫غ‬ٛ‫ا‬ ‫ئشواد‬ٟ ٢ٟ ١‫هب‬٪٣ ٝ‫هب‬ ٚ٘‫ثش‬ ٖٛ‫ب‬٤٧٩ ، ‫بد‬٤َٰ‫رؾ‬ ‫أ٭‬
:
‫كح‬٪‫غ‬ٛ‫ا‬ ‫ؼجؾ‬ٛ ٙ٩‫اٳ‬
:
‫ُٮ‬ ‫ئٍَخ‬٠ٛ‫ا‬ ‫روًت‬ ‫زٮ‬ٛ‫ا‬ ‫وبٯٰو‬٠ٛ‫ثب‬ ْٜ‫رزو‬٩
‫روبثٰو‬ ٝ‫ثبٍزقلا‬ ، ‫ئٍَخ‬٠ٛ‫ا‬ ٫٪‫َز‬ٟ ٬ٜ‫ه‬ ‫رظبى‬ ‫ٮ‬٧٩ ، ‫ب‬٨ٰٜ‫ه‬ ‫ؾِبف‬ٛ‫ا‬
٩‫أ‬ ، ‫اطِخ‬٪٠ٜٛ ‫اٳٍبٍٰخ‬ ‫جبد‬ٜ‫زـ‬٠ٛ‫ا‬ ‫طٰبًخ‬ ‫ُٮ‬ ‫خ‬ٟ‫َزقل‬٠ٛ‫ا‬ ٖٜ‫ز‬ٛ ‫خ‬ٜ‫بص‬٠ٟ
ٚ‫ض‬ٟ ، ‫ؾلكح‬ٟ ‫ٰيح‬٠ٟ ‫ثظِبد‬ ْٜ‫رزو‬ ٬٣‫أك‬ ٫٪‫َز‬ٟ ‫ماد‬ ‫جبد‬ٜ‫زـ‬ٟ ٝ‫ثبٍزقلا‬
ٖٛ‫م‬ ‫ًٰو‬٩ ، ٢‫َزِٰلٯ‬٠ٛ‫ا‬ ٩‫أ‬ ‫ٸء‬٠‫و‬ٛ‫ا‬ ‫هػب‬٩ ، ‫ٰٓخ‬٪‫ص‬٪٠ٛ‫ا‬٩ ، ١‫ب‬ٟ‫اٳ‬
.
‫ٮ‬٣‫ضب‬ٛ‫ا‬٩
:
‫كح‬٪‫غ‬ٛ‫ا‬ ٢َٰ‫زؾ‬ٛ
:
‫اٳفـبء‬ ٢ٟ ‫ؾل‬ٛ‫ا‬ ‫ُٮ‬ ‫ؾظو‬٤‫ر‬ ‫ب‬ٟ ً
‫ب‬‫ج‬ٛ‫ًب‬ ‫ٮ‬٨ُ
‫له‬٨ٛ‫ا‬٩ ،
(
، ‫ؼجؾ‬ٛ‫ا‬ ٢َٰ‫رؾ‬٩ ، ‫زغبد‬٤٠ٛ‫ا‬ ‫ُٮ‬ ‫ـبثٔخ‬٠ٛ‫ا‬ ٝ‫هل‬ ‫ؽبٷد‬ ‫خ‬ٛ‫اىا‬
...
‫ـ‬ٛ‫ا‬
)
‫روػٮ‬ ، ‫ٰيح‬٠ٟ ‫طِبد‬٩ ، ‫بد‬٠ٍ ‫ماد‬ ‫علٯلح‬ ‫زغبد‬٤ٟ ‫ٯو‬٪‫رـ‬ ‫ُٮ‬٩ ،
‫أٗجو‬ ‫ٰخ‬ٜ‫ثِبه‬ ‫ٸء‬٠‫و‬ٛ‫ا‬ ‫ؽبعبد‬
.

4. ٝ٪٨ِٟ
‫اٳكاء‬ ‫ئشواد‬ٟ
:
،‫ب‬٨‫غبؽ‬٤ٛ ‫ؽٰل‬٪ٛ‫ا‬ ١‫ب‬٠‫ؼ‬ٛ‫ا‬ ‫ٮ‬٧ ‫غٰلح‬ٛ‫ا‬٩ ‫اهٰخ‬٪ٛ‫ا‬ ‫اٵكاهح‬ ١‫ا‬ ٦ُٰ ٖ‫ٷش‬ ‫ب‬٠ٟ
‫اهٰخ‬٪ٛ‫ا‬ ‫ظٌٰوح‬ٛ‫ا‬ ‫اٵكاهاد‬ ٢ٟ ‫ٗضٰو‬ ‫ؾبػو‬ٛ‫ا‬ ‫ب‬٣‫هظو‬ ‫ُٮ‬٩
‫جذ‬ٌٜ‫ر‬
‫و‬٠‫َز‬٠ٛ‫ا‬ ٢َٰ‫زؾ‬ٛ‫ا‬٩ ‫ٯو‬٪‫زـ‬ٛ‫ا‬ ٬ٜ‫ه‬ ‫ب‬٨‫ؽوط‬٩ ‫ب‬٨‫اكاهر‬ ‫ُٮ‬ ‫٘جٰوح‬ٛ‫ا‬ ٬ٜ‫ه‬
.
،‫ؽلٯش‬ ‫أكاء‬ ً‫ثٰٔب‬ ‫ب‬٤ٜ٠‫ه‬ ‫اد‬٪‫فـ‬ ٙ‫ب‬٠٘‫اٍز‬ ‫ب‬٤ٰٜ‫ه‬ ٬ٔ‫ُٰج‬ ‫ؽلٯضخ‬ ‫ٰخ‬٤ٔ‫ر‬ ٝ‫َزقل‬٣ ‫ب‬٤٣‫أ‬ ‫ب‬٠ٛ‫ؿب‬٩
‫عيءا‬ ‫ؾلٯضخ‬ٛ‫ا‬ ‫اٷكاهاد‬ ‫ُٮ‬ ‫اٳكاء‬ ً‫ٰٓب‬ ‫ٯوزجو‬٩
‫ٷٯزغيأ‬
٢ٟ ‫ٮ‬٤ٔ‫ز‬ٛ‫ا‬٩ ‫اٵكاه٭‬ ‫غبػ‬٤ٛ‫ا‬ ٢ٟ
‫خ‬ٟ٪ٍ‫و‬٠ٛ‫ا‬ ٍ‫لا‬٧‫اٳ‬ ْٰٔ‫رؾ‬ ‫ُٮ‬ ‫غبػ‬٤ٛ‫ا‬ ٫‫ل‬ٟ ٬ٜ‫ه‬ ٍ‫زوو‬ٛ‫ا‬٩ ‫اٳكاء‬ ‫ئشواد‬ٟ ً‫ٰٓب‬ ٙ‫فٸ‬
.
٬‫َو‬٣ ‫ن٭‬ٛ‫ا‬ ‫غبػ‬٤ٛ‫ا‬ ْٰٔ‫رؾ‬ ١‫ب‬٠‫ؼ‬ٛ ‫اٳكاء‬ ‫ئشواد‬ٟ ْٰ‫رـج‬ ‫ٔزوػ‬٣ ‫نا‬٨ٛ٩
٦ٰٛ‫ا‬
.
‫اٳكاء‬ ‫ئشو‬ٟ ‫ٰخ‬٠٧‫أ‬٩ ٝ٪٨ِٟ
‫اٳكاء‬ ً‫ٰٓب‬ ‫ئشو‬ٟ ‫ٯوزجو‬
Key Performance Indicators
٩‫أ‬
KPI
‫اٵكاهح‬ ٍ‫لا‬٧‫أ‬ ْٰٔ‫رؾ‬ ٪‫ؾ‬٣ ْٔ‫زؾ‬٠ٛ‫ا‬ ٝ‫زٔل‬ٛ‫ا‬ ‫ٔلاه‬ٟ ‫ُٮ‬ ‫َبهلا‬ٟ ‫ٸ‬ٟ‫هب‬
.
٦َٰٔ‫ر‬ ١‫ا‬ ‫روٯل‬ ‫ب‬٠ٛ ‫اٵكاهح‬ ٚ‫ٓج‬ ٢ٟ ً
‫ب‬ٔ‫َج‬ٟ ‫ؾلكح‬ٟ ٌٰ‫ٔبٯ‬ٟ ‫ٮ‬٧٩
(
‫ٰخ‬٤ُ ، ‫اكاهٯخ‬ ، ‫ٰخ‬ٛ‫ب‬ٟ
،
...
‫ـ‬ٛ‫ا‬
‫اٵكاهح‬ ١‫أ‬ ٢ٟ ‫زؤٗل‬ٛ‫ا‬ ‫ُٮ‬ ‫َبهلح‬٠ٜٛ ٝ‫رَزقل‬
ٚ٠‫ه‬٩ ‫ب‬٨ُ‫لا‬٧‫أ‬ ْٰٔ‫رؾ‬ ‫ُٮ‬ ‫غؾذ‬٣
ٝ‫ٸى‬ٛ‫ا‬ ٝ‫زٔل‬ٛ‫ا‬
.

5. ٍ‫لا‬٧‫اٳ‬ ْٰٔ‫رؾ‬ ‫غبػ‬٤ٛ ‫ئشواد‬ٟ ‫اٳكاء‬ ‫ئشواد‬ٟ
‫خ‬ٟ‫َزقل‬٠ٛ‫ا‬ ‫اٵكاهاد‬ ‫أكاء‬ ‫غبػ‬٣ ً‫ٰٓب‬ ‫ٰبد‬٤ٔ‫ر‬ ٫‫اؽل‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ‫رول‬
ٞ‫ٯز‬ ‫ب‬٨ٛ‫فٸ‬ ٢ٟ٩ ،‫ؾلٯضخ‬ٛ‫ا‬ ‫ٶكاهاد‬ٛ ‫ٮ‬٠ٰ‫ل‬٤‫ز‬ٛ‫ا‬ ‫ٯو‬٪‫زـ‬ٛ‫ا‬٩ ‫كح‬٪‫غ‬ٛ‫ا‬ ‫ظ‬ٟ‫ثوا‬ ‫ن‬ٟ
ٙ‫فٸ‬ ٢ٟ ‫ؾلكح‬٠ٛ‫ا‬ ‫ب‬٨ُ‫لا‬٧‫أ‬ ْٰٔ‫رؾ‬ ٬ٜ‫ه‬ ‫اٵكاهح‬ ‫ٓلهح‬ ٬ٜ‫ه‬ ٍ‫زوو‬ٛ‫ا‬
‫ب‬٨‫اٍزوارٰغٰز‬
،
‫ب‬٧‫رؾلك‬ ‫وبٯٰو‬ٟ ٬ٜ‫ه‬ ‫بء‬٤‫ث‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ‫رؾلٯل‬٩ ً‫ٰٓب‬ ٞ‫ٯز‬٩
‫زولكح‬٠ٛ‫ا‬ ‫اٵكاهاد‬ ‫شبؿبد‬٣٩ ٝ‫ب‬٨ٟ ‫ؿجٰوخ‬
(
‫اكاهٯخ‬ ،‫ٮ‬٣‫جب‬ٟ ،‫ٰخ‬٤ٔ‫ر‬ ،‫ٰياد‬٨‫رغ‬
،
‫اشواُٰخ‬
،
....
‫ٰخ‬٤ُ ّ‫ؿو‬ ‫هلح‬ ٝ‫رَزقل‬ ‫ئشواد‬٠ٛ‫ا‬ ٥‫ن‬٧ ً‫ٰٓب‬ ١‫أ‬ ‫ب‬٠ٗ ،‫ـ‬ٛ‫ا‬
٥‫ن‬٧ ٙ‫ب‬٠‫أه‬٩ ‫اٳكاء‬ ً‫ٰٓب‬ ‫ُٮ‬ ‫ئشواد‬٠ٛ‫ا‬ ٥‫ن‬٧ ‫زؾلٯل‬ٛ ‫ٰخ‬٤ٔ‫ر‬٩ ‫اكاهٯخ‬٩
‫اٵكاهاد‬
.
‫ئشواد‬ٟ ٝ٪ٰٛ‫ا‬ ‫ؾلٯضخ‬ٛ‫ا‬ ‫اٵكاهاد‬ ‫ُٮ‬ ‫وئَٰٰخ‬ٛ‫ا‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ‫روزجو‬ ‫ب‬٠ٗ
ْٔ‫زؾ‬٠ٛ‫ا‬ ٝ‫زٔل‬ٛ‫ا‬ ٰٰٞٔ‫ز‬ٛ ٢ٰ‫ٰٔبكٯ‬ٛ‫ا‬ ٢ٰٛ٩‫َئ‬٠ٛ‫ا‬٩ ٢‫لٯوٯ‬٠ٛ‫ا‬٩ ٚ٠‫و‬ٛ‫ا‬ ّ‫ِو‬ٛ ‫خ‬٠ٰٓ
‫وئَٰٰخ‬ٛ‫ا‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ٝ‫ثبٍزقلا‬ ‫ب‬٨ٍ‫ٰٓب‬ ٢٘٠‫ٯ‬ ٍ‫لا‬٧‫أ‬ ٥‫ثبرغب‬ ‫ٍوٯن‬ ٚ٘‫ثش‬
‫ُٮ‬
SharePoint
،
ٚ‫ض‬ٟ ‫ب‬٨‫اعبثبر‬٩ ‫خ‬ٜ‫اٳٍئ‬ ‫ثوغ‬ ٙ‫فٸ‬ ٢ٟ ‫اٳكاء‬ ‫ئشواد‬ٟ ٚ‫ض‬٠‫رز‬٩
:

6. -1
ُْ٩٩ ‫ة‬٪ٜ‫ـ‬٠ٛ‫ا‬ ٚ٘‫ش‬ٛ‫ثب‬ ‫خ‬٠٨٠ٛ‫ا‬ ‫ثؤكاء‬ ٝ٪ٔ‫ر‬ ‫اٵكاهح‬ ٚ٧
‫لاٍ؟‬٧‫اٳ‬
-2
‫ب؟‬٨٤‫ه‬ َٜ‫زق‬ٛ‫ا‬ ٩‫أ‬ ‫خ‬٠٨٠ٛ‫ا‬ ‫أكاء‬ ٪‫ؾ‬٣ ٝ‫زٔل‬ٛ‫ا‬ ٫‫ل‬ٟ ‫ب‬ٟ
-3
‫؟‬٦٤ٟ ‫بء‬٨‫ز‬٣‫ثبٷ‬ ‫ذ‬ٟ‫ٓب‬ ‫ن٭‬ٛ‫ا‬ ٬٣‫اٳك‬ ‫ؾل‬ٛ‫ا‬ ٪٧ ‫ب‬ٟ
‫اٳكاء‬ ً‫ٰٓب‬ ‫ئشواد‬ٟ ٢ٰ‫رَزو‬٩
KPI's
٢ٟ ‫ثولك‬ ‫هبكح‬
‫ٰت‬ٛ‫اٳٍب‬٩ ‫اد‬٩‫اٳك‬
‫كح‬٪‫غ‬ٛ‫ا‬
Q Tools
٢ٟ ٢٘٠‫ٯ‬ ‫زٮ‬ٛ‫ا‬ ‫ئشواد‬٠ٛ‫ا‬ ٢ٟ ‫هلك‬ ‫رؾلٯل‬ ‫ُٮ‬
‫ػن‬٪ٛ‫ا‬ ‫ووُخ‬ٟ ٩ ‫غبٷد‬٠ٛ‫ا‬ ٬‫شز‬ ‫ُٮ‬ ‫اٳكاء‬ ‫خ‬٣‫ٔبه‬ٟ ٩ ً‫ٰٓب‬ ‫ب‬٨ٛ‫فٸ‬
ٝ‫زٔل‬ٛ‫ا‬ ‫ووُخ‬ٟ ٬ٛ‫ا‬ ‫اػبُخ‬ ٚ‫أُؼ‬ ‫ٮ‬ٜ‫َزٔج‬ٟ ‫ػن‬٪ٛ ‫زقـٰؾ‬ٛ‫ا‬ ٩ ‫ٮ‬ٛ‫ؾب‬ٛ‫ا‬
‫كح‬٪‫ش‬٤٠ٛ‫ا‬ ٍ‫لا‬٧‫اٳ‬ ٬ٛ‫ا‬ ٙ٪‫ط‬٪ٜٛ ‫اٵكاهح‬ ‫ُٮ‬ ٚ‫ؾبط‬ٛ‫ا‬
.

7. ٪٣‫أ‬
‫اٳكاء‬ ‫ئشواد‬ٟ ‫ام‬
:
‫اٳكاء‬ ‫ئشواد‬ٟ
KPI
‫ُٮ‬ ‫غبػ‬٤ٛ‫ا‬ ٫‫ل‬ٟ ٌٰٔ‫ر‬ ‫زٮ‬ٛ‫ا‬ ٰٞٔٛ‫ا‬ ٢ٟ ‫هخ‬٪٠‫غ‬ٟ ٢ٟ ١٪٘‫رز‬
‫ٰخ‬ٛ‫زب‬ٛ‫ا‬ ‫ت‬٣‫ا‬٪‫غ‬ٛ‫ا‬ ‫ُٮ‬ ‫ب‬٨‫اه‬٪٣‫أ‬ َٰ٤‫رظ‬ ٢٘٠‫ٯ‬٩ ‫اٵكاهح‬ ٍ‫لا‬٧‫أ‬ ْٰٔ‫رؾ‬
:
-
1
‫ٰخ‬٠ٗ ‫ئشواد‬ٟ
Quantitative indicators
‫بد‬٣‫جٰب‬ٛ‫ا‬٩ ‫ٗبٵؽظبءاد‬
‫ِخ‬ٜ‫قز‬٠ٛ‫ا‬ ‫ٰخ‬٠ٓ‫و‬ٛ‫ا‬
.
-
2
‫رـجٰٰٔخ‬ ‫ئشواد‬ٟ
Practical indicators
‫اٵكاهح‬ ‫ٰبد‬ٜ٠‫ه‬ ‫ن‬ٟ ٟٚ‫رزوب‬
‫كح‬٪‫ع‬٪٠ٛ‫ا‬
.
-
3
٦ٰ٨‫ع‬٪‫ر‬ ‫ئشواد‬ٟ
Directional Indicators
‫اٵكاهح‬ ‫ذ‬٣‫ٗب‬ ١‫ا‬ ‫ػؼ‬٪‫ر‬
ٌ٘‫و‬ٛ‫ا‬ ٝ‫أ‬ ٝ‫رزٔل‬٩ ٢َ‫رزؾ‬
.
-
4
‫ٰخ‬ٜ٠‫ه‬ ‫ئشواد‬ٟ
Actionable indicators
‫اٵكاهح‬ ‫هػب‬ ٫‫ل‬ٟ ‫ػؼ‬٪‫ر‬
ٙ‫ِوب‬ٛ‫ا‬ ‫زٌٰٰو‬ٛ‫ا‬ ‫هٓبثخ‬ ‫ة‬٪ٍٜ‫أ‬ ٢‫ه‬
.
‫ؾلٯضخ‬ٛ‫ا‬ ‫اٵكاهاد‬ ‫ب‬٨ٰٛ‫ا‬ ‫لو‬٤‫ر‬ ‫اٵكاهاد‬ ‫أكاء‬ ‫ئشواد‬ٟ٩
‫ٗبٍزوارٰغٰخ‬
ٍ‫لا‬٧‫اٳ‬ ْٰٔ‫زؾ‬ٛ
‫زو‬ٟ٪ٟ‫زو‬ٛ‫ا‬ ‫ضبثخ‬٠‫ث‬ ‫روزجو‬ ‫نا‬٨ٛ ، ‫ٮ‬٠ٰ‫ل‬٤‫ز‬ٛ‫ا‬ ّ‫اٵفِب‬ ٩‫أ‬ ‫غبػ‬٤ٜٛ ‫٭‬٪ٓ ‫ئشو‬ٟ٩ ،‫زبئظ‬٤ٛ‫ا‬٩
ً‫ٰٓب‬ ‫ؽٰش‬ ٢ٟ ‫ـجٮ‬ٛ‫ا‬
(
‫زشقٰظبد‬ٛ‫ا‬ ٩‫أ‬ ٫‫اٳفو‬ ‫واع‬ٟ‫اٳ‬ ‫ثٰٔخ‬٩ ‫ؼٌؾ‬ٛ‫ا‬٩ ‫ؾواهح‬ٛ‫ا‬
٫‫اٳفو‬
)
‫ة‬٪ٜ‫ـ‬٠ٛ‫ا‬ ٦‫ع‬٪ٛ‫ا‬ ٬ٜ‫ه‬ ‫ب‬٨ٟ‫ب‬٨ٟ ‫أكاء‬ ‫ُٮ‬ ‫ب‬٨‫غبؽ‬٣٩ ‫ؾلٯضخ‬ٛ‫ا‬ ‫اٵكاهاد‬ ّ٪ِ‫ز‬ٛ
.

8. ‫اٵكاهاد‬ ‫ُٮ‬ ‫كح‬٪‫غ‬ٛ‫ا‬ ‫أكاء‬ ‫ئشواد‬ٟ ‫ُئبد‬
:
‫ُئبد‬ ٌ٠‫ف‬ ٢٠‫ػ‬ ،ٝ‫هب‬ ٚ٘‫ثش‬ ‫اٵكاهاد‬ ‫كح‬٪‫ع‬ ‫أكاء‬ ‫ئشواد‬ٟ َٰ٤‫رظ‬ ٢٘٠‫ٯ‬
‫ٮ‬٧٩
:
1-
‫ٶكاهح‬ٛ ‫اٳكاء‬ ‫ئشواد‬ٟ
:
ٙ٩‫ب‬٤‫رز‬٩
٢ٰٜٟ‫وب‬ٛ‫ا‬٩ ‫ٰٔبكاد‬ٛ‫ا‬
‫ن‬٠‫غز‬٠ٛ‫ا‬٩
.
2-
‫زظ‬٤٠ٜٛ ‫اٳكاء‬ ‫ئشواد‬ٟ
:
‫جبد‬ٜ‫زـ‬ٟ ٙ٩‫ب‬٤‫رز‬٩
٢ٍٰ٩‫و‬٠ٛ‫ا‬ ٩ ‫ٰٔبكاد‬ٛ‫ا‬
‫ٸء‬٠‫و‬ٛ‫ا‬
‫بَُخ‬٤٠ٛ‫ا‬٩٩
.
3-
‫ٰبد‬ٜ٠‫و‬ٜٛ ‫اٳكاء‬ ‫ئشواد‬ٟ
:
‫ب‬٧‫ك‬٩‫وك‬ٟ٩ ‫ٰبد‬ٜ٠‫و‬ٛ‫ا‬ ‫ٔلهح‬ٟ ٙ٩‫ب‬٤‫رز‬٩
‫ؼجؾ‬ٜٛ ‫ب‬٨‫ٰز‬ٜ‫ٓبث‬٩ ‫ب‬٨‫ٰز‬ٜ‫ُبه‬٩
.
٫‫اٷٓزظبك‬ ٩ ‫ٰي‬٠٠ٛ‫ا‬ ٬‫اٱكائ‬ ٩ ٬٠ٰ‫ل‬٤‫ز‬ٛ‫ا‬
4-
‫ٶكاهح‬ٛ ‫ٮ‬ٜ‫لاف‬ٛ‫ا‬ ‫اٳكاء‬ ‫ئشواد‬ٟ
:
‫اٵكاهح‬ ‫ٔلهح‬ٟ ٙ٩‫ب‬٤‫رز‬٩
ٖٛ‫م‬ ‫ًٰو‬٩ ٚ٠‫و‬ٛ‫ا‬ ‫ؾٰؾ‬ٟ٩ ‫زٌٰٰواد‬ٜٛ ‫ب‬٨‫اٍزغبثز‬ ٫‫ل‬ٟ٩ ‫ب‬٨‫ٰز‬ٜ‫ُبه‬٩ ‫ب‬٧‫ك‬٩‫وك‬ٟ٩
.
5-
‫جشوٯخ‬ٛ‫ا‬ ‫اهك‬٪٠ٜٛ ‫اٳكاء‬ ‫ئشواد‬ٟ
:
ٍ‫وبه‬٠ٛ‫ا‬٩ ‫بهاد‬٨٠ٛ‫ا‬ ٙ٩‫ب‬٤‫رز‬٩
٢ٰٜٟ‫وب‬ٛ‫ا‬ ‫ٯو‬٪‫رـ‬٩ ‫زؾِٰي‬ٛ‫ا‬٩ ‫ٔلهاد‬ٛ‫ا‬٩
‫ٰبد‬٤ٔ‫ز‬ٛ‫ا‬٩ ‫ٰبد‬ٛ‫اٱ‬ ٩ ٚ٠‫و‬ٛ‫ا‬ ٞ‫ل‬٣٩
.

9. ‫اٳكاء‬ ‫ئشواد‬ٟ ً‫ٰٓب‬ ‫ُٮ‬ ‫كح‬٪‫غ‬ٛ‫ا‬ ‫ه‬٩‫ك‬
:
‫خ‬ٜٟ‫شب‬ٛ‫ا‬ ‫كح‬٪‫غ‬ٛ‫ا‬ ‫اكاهح‬ ‫غٰخ‬٨٤ٟ ‫ياٯب‬ٟ ٢ٟ
(TQM )
ً‫ٰٔب‬ٛ‫ا‬ ‫ٮ‬٤‫رج‬ ٪٧
‫ِٰ٘ٮ‬ٛ‫ا‬ ٰٜٚ‫زؾ‬ٛ‫ا‬ ‫ن‬ٟ ٝ‫اٳهٓب‬ ‫ئشواد‬ٟ٩ ‫ٗبٵؽظبء‬ ‫ٰخ‬٠٘ٛ‫ا‬ ‫ٰت‬ٛ‫اٳٍب‬ ٝ‫ثبٍزقلا‬
‫زبئظ‬٤ٜٛ
.
٢ٟ٩ ،‫خ‬ٛ‫ُوب‬ ‫زبئظ‬٣ ٬ٛ‫ا‬ ٙ٪‫ط‬٪ٜٛ ‫اٳكاء‬ ً‫ٰٓب‬ ‫ُٮ‬ ‫كح‬٪‫غ‬ٛ‫ا‬ ‫ٰخ‬٠٧‫أ‬ ٢٠٘‫ر‬٩
‫فظبئض‬
‫زٌٰٰو‬ٛ‫ا‬٩ ‫ٯو‬٪‫زـ‬ٛ‫ا‬٩ ٚ‫زولٯ‬ٛ‫ا‬ ٬ٜ‫ه‬ ٍ‫زوو‬ٛ‫ا‬ ٬ٜ‫ه‬ ‫ٔلهح‬ٛ‫ا‬ ً‫ٰٔب‬ٛ‫ا‬
.
ٙ٪ٔ‫ر‬ ‫اٳكاء‬ ً‫ٰٓب‬ ‫ُٮ‬ ‫خ‬٠٨ٟ ‫ٓبهلح‬ ٕ‫ب‬٤٧٩
:
"
٦ٜ‫رولٯ‬ ‫َزـٰن‬٣ ٦ٍ‫ٰٓب‬ ‫َزـٰن‬٣ ‫ب‬ٟ
..
٦ُٰ ٞ٘‫زؾ‬ٛ‫ا‬٩ ٥‫ٯو‬٪‫رـ‬٩
"
ً‫ٰٔب‬ٛ‫ا‬ ‫ُبئلح‬ ٢٠٘‫ر‬ ‫ب‬٤٧٩
.
‫ب‬٤‫اكاهار‬ ٞ‫ز‬٨‫ر‬ ٚ٧
‫ٮ؟‬٠ٰ‫ل‬٤‫ز‬ٛ‫ا‬ ‫ٴكاء‬ٛ ‫ؾٰٔٔٮ‬ٛ‫ا‬ ً‫ٰٔب‬ٛ‫ثب‬
‫٘جٰوح‬ٛ‫ا‬٩ ‫ظٌٰوح‬ٛ‫ا‬ ‫اٵكاهاد‬ ‫أكاء‬ ‫غبػ‬٤ٛ ٌٰ‫وئ‬ٛ‫ا‬ ٖ‫ؾ‬٠ٛ‫ا‬ ٪٧ ً‫ٰٔب‬ٛ‫ا‬
،
ً‫ٰٔب‬ٛ‫ا‬٩
‫ٲكاهاد‬ٛ
٦‫أشج‬ ٪٧
١٪٘‫بٯ‬ٟ
ٞ‫ٯز‬ ‫زشقٰض‬ٛ‫ا‬٩ ‫ِؾض‬ٛ‫ا‬ ٙ‫فٸ‬ ٢ٟ٩ ،‫ِؾض‬ٛ‫ثب‬
‫ب‬٨ٛ‫أش٘ب‬٩ ‫ب‬٨ٟ‫أؽغب‬ ‫ث٘بُخ‬ ‫اٵكاهاد‬ ‫ب‬٨ٛ ‫رزووع‬ ‫ٓل‬ ‫زٮ‬ٛ‫ا‬ ‫ش٘ٸد‬٠ٛ‫ا‬ ‫هٸط‬
‫ب‬٨‫اه‬٪٣‫أ‬٩
.

10. ‫اٳكاء‬ ‫ئشواد‬ٟ ً‫ٰٓب‬ ‫ُٮ‬ ‫كح‬٪‫غ‬ٛ‫ا‬ ‫ه‬٩‫ك‬
‫خ‬ٜٟ‫شب‬ٛ‫ا‬ ‫كح‬٪‫غ‬ٛ‫ا‬ ‫اكاهح‬ ‫غٰخ‬٨٤ٟ ‫ياٯب‬ٟ ٢ٟ
TQM
‫ٰخ‬٠٘ٛ‫ا‬ ‫ٰت‬ٛ‫اٳٍب‬ ٝ‫ثبٍزقلا‬ ً‫ٰٔب‬ٛ‫ا‬ ‫ٮ‬٤‫رج‬ ٪٧
‫زبئظ‬٤ٜٛ ‫ِٰ٘ٮ‬ٛ‫ا‬ ٰٜٚ‫زؾ‬ٛ‫ا‬ ‫ن‬ٟ ٝ‫اٳهٓب‬ ‫ئشواد‬ٟ٩ ‫ٗبٵؽظبء‬
.
،‫خ‬ٛ‫ُوب‬ ‫زبئظ‬٣ ٬ٛ‫ا‬ ٙ٪‫ط‬٪ٜٛ ‫اٳكاء‬ ً‫ٰٓب‬ ‫ُٮ‬ ‫كح‬٪‫غ‬ٛ‫ا‬ ‫ٰخ‬٠٧‫أ‬ ٢٠٘‫ر‬٩
‫زٌٰٰو‬ٛ‫ا‬٩ ‫ٯو‬٪‫زـ‬ٛ‫ا‬٩ ٚ‫زولٯ‬ٛ‫ا‬ ٬ٜ‫ه‬ ٍ‫زوو‬ٛ‫ا‬ ٬ٜ‫ه‬ ‫ٔلهح‬ٛ‫ا‬ ً‫ٰٔب‬ٛ‫ا‬ ‫فظبئض‬ ٢ٟ٩
.
ٙ٪ٔ‫ر‬ ‫اٳكاء‬ ً‫ٰٓب‬ ‫ُٮ‬ ‫خ‬٠٨ٟ ‫ٓبهلح‬ ٕ‫ب‬٤٧٩
:
"
٦ٜ‫رولٯ‬ ‫َزـٰن‬٣ ٦ٍ‫ٰٓب‬ ‫َزـٰن‬٣ ‫ب‬ٟ
..
٦ُٰ ٞ٘‫زؾ‬ٛ‫ا‬٩ ٥‫ٯو‬٪‫رـ‬٩
"
ً‫ٰٔب‬ٛ‫ا‬ ‫ُبئلح‬ ٢٠٘‫ر‬ ‫ب‬٤٧٩
.
‫ٮ؟‬٠ٰ‫ل‬٤‫ز‬ٛ‫ا‬ ‫ٴكاء‬ٛ ‫ؾٰٔٔٮ‬ٛ‫ا‬ ً‫ٰٔب‬ٛ‫ثب‬ ‫ب‬٤‫شوٗبر‬ ٞ‫ز‬٨‫ر‬ ٚ٧
،‫ٗجٰوح‬٩ ‫طٌٰوح‬ ‫شآد‬٤٠ٛ‫ا‬ ‫أكاء‬ ‫غبػ‬٤ٛ ٌٰ‫وئ‬ٛ‫ا‬ ٖ‫ؾ‬٠ٛ‫ا‬ ٪٧ ً‫ٰٔب‬ٛ‫ا‬
‫ِؾض‬ٛ‫ثب‬ ١٪٘‫بٯ‬ٟ ٦‫أشج‬ ٪٧ ‫قبطخ‬ٛ‫ا‬ ٩‫أ‬ ‫ٰخ‬ٟ٪٘‫ؾ‬ٛ‫ا‬ ‫ب‬٨٤ٟ ‫اء‬٪ٍ ‫شوٗبد‬ٛ‫ا‬٩ ‫بد‬٠‫ل‬٤٠ٜٛ ً‫ٰٔب‬ٛ‫ا‬٩
‫واع‬ٟ‫اٳ‬٩ ‫د‬ ‫ش٘ٸ‬٠ٛ‫ا‬ ‫هٸط‬ ٞ‫ٯز‬ ‫زشقٰض‬ٛ‫ا‬٩ ‫ِؾض‬ٛ‫ا‬ ٙ‫فٸ‬ ٢ٟ٩ ،‫بد‬٠‫ل‬٤٠ٛ‫ا‬ ٥‫ن‬٧ ‫ظؾخ‬ٛ ‫ـجٮ‬ٛ‫ا‬
‫ب‬٨‫اه‬٪٣‫أ‬٩ ‫ب‬٨ٛ‫أش٘ب‬٩ ‫ب‬٨ٟ‫أؽغب‬ ‫ث٘بُخ‬ ‫ئٍَبد‬٠ٛ‫ا‬٩ ‫شوٗبد‬ٛ‫ا‬ ‫ب‬٨ٛ ‫رزووع‬ ‫ٓل‬ ‫زٮ‬ٛ‫ا‬
.
‫اٳُواك‬ ‫طؾخ‬ ‫هٸط‬٩ ‫رشقٰض‬ ‫ُٮ‬ ٙ‫ؾب‬ٛ‫ا‬ ٪٧ ‫ب‬٠ٗ ‫شآد‬٤٠ٛ‫ا‬ ‫ظؾخ‬ٛ ‫طؾٮ‬ ‫ئشو‬ٟ ٪٧ ً‫ٰٔب‬ٛ‫ا‬٩
.
٪٧ ٞ٨٠ٛ‫ا‬ ٙ‫َئا‬ٛ‫ا‬٩
:
‫طؾخ‬ ً‫ثٰٔب‬ ‫شوٗبد‬ٛ‫ا‬ ‫ٮ‬٤‫روز‬ ٩ ٞ‫ز‬٨‫ر‬ ٚ٧
‫ب؟‬٨‫هٸع‬ ٬ٜ‫ه‬ ‫رؾوص‬٩ ‫ب‬٨‫أكائ‬
!

11. ‫ئٍَبد‬٠ٛ‫ا‬ ‫ُٮ‬ ‫كح‬٪‫غ‬ٛ‫ا‬ ‫أكاء‬ ‫ئشواد‬ٟ ‫ُئبد‬
‫ٮ‬٧٩ ‫ُئبد‬ ٌ٠‫ف‬ ٢٠‫ػ‬ ، ٝ‫هب‬ ٚ٘‫ثش‬ ‫ئٍَبد‬٠ٛ‫ا‬ ‫كح‬٪‫ع‬ ‫أكاء‬ ‫ئشواد‬ٟ َٰ٤‫رظ‬ ٢٘٠‫ٯ‬
:
1
-
‫شوٗخ‬ٜٛ ‫قبهعٮ‬ٛ‫ا‬ ‫اٳكاء‬ ‫ئشواد‬ٟ
:
‫جٰئخ‬ٛ‫ا‬٩ ّ‫ا‬٪ٍ‫اٳ‬ ٙ٩‫ب‬٤‫رز‬٩
‫ن‬٠‫غز‬٠ٛ‫ا‬٩
.
2
-
‫زظ‬٤٠ٜٛ ‫اٳكاء‬ ‫ئشواد‬ٟ
:
‫بَُخ‬٤٠ٛ‫ا‬٩ ٢‫يثبئ‬ٛ‫ا‬ ‫جبد‬ٜ‫زـ‬ٟ ٙ٩‫ب‬٤‫رز‬٩
.
3
-
‫ٰبد‬ٜ٠‫و‬ٜٛ ‫اٳكاء‬ ‫ئشواد‬ٟ
:
‫ب‬٨‫ٰز‬ٜ‫ُبه‬٩ ‫ب‬٧‫ك‬٩‫وك‬ٟ٩ ‫ٰبد‬ٜ٠‫و‬ٛ‫ا‬ ‫ٔلهح‬ٟ ٙ٩‫ب‬٤‫رز‬٩
‫ؼجؾ‬ٜٛ ‫ب‬٨‫ٰز‬ٜ‫ٓبث‬٩
.
4
-
‫خ‬٠‫ل‬٤٠ٜٛ ‫ٮ‬ٜ‫لاف‬ٛ‫ا‬ ‫اٳكاء‬ ‫ئشواد‬ٟ
:
‫ب‬٧‫ك‬٩‫وك‬ٟ٩ ‫شوٗخ‬ٛ‫ا‬ ‫ٔلهح‬ٟ ٙ٩‫ب‬٤‫رز‬٩
ٖٛ‫م‬ ‫ًٰو‬٩ ٚ٠‫و‬ٛ‫ا‬ ‫ؾٰؾ‬ٟ٩ ‫زٌٰٰواد‬ٜٛ ‫ب‬٨‫اٍزغبثز‬ ٫‫ل‬ٟ٩ ‫ب‬٨‫ٰز‬ٜ‫ُبه‬٩
.
5
-
‫جشوٯخ‬ٛ‫ا‬ ‫اهك‬٪٠ٜٛ ‫اٳكاء‬ ‫ئشواد‬ٟ
:
ٍ‫وبه‬٠ٛ‫ا‬٩ ‫بهاد‬٨٠ٛ‫ا‬ ٙ٩‫ب‬٤‫رز‬٩
٢ٰٜٟ‫وب‬ٛ‫ا‬ ‫ٯو‬٪‫رـ‬٩ ‫زؾِٰي‬ٛ‫ا‬٩ ‫ٔلهاد‬ٛ‫ا‬٩
.
ٙ‫ب‬٠‫اٷه‬ ‫ثوغ‬ ‫ُٮ‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ‫بمط‬٠٣
‫اٳكاء‬ ً‫ٰٓب‬ ‫ئشواد‬ٟ َٜ‫رقز‬
–
‫ب‬٣‫أشو‬ ‫ب‬٠ٗ
-
ٙ‫ب‬٠‫اٳه‬ ‫هٰخ‬٪٣ ‫ؽَت‬ ، ٚ٠‫ه‬ ٬ٛ‫ا‬ ٚ٠‫ه‬ ٢ٟ
‫ؽَت‬ ‫اٳكاء‬ ‫ئشواد‬ٟ َ٤‫رظ‬ ‫نا‬٨ٛ٩ ،‫فبطخ‬ ٩‫أ‬ ‫ٰخ‬ٟ٪٘‫ؽ‬ ،‫زغبد‬٤ٟ ٩‫أ‬ ‫ٰخ‬ٟ‫فل‬ ‫ذ‬٣‫ٗب‬ ١‫ا‬
‫شوٗبد‬ٛ‫ا‬٩ ‫ئٍَبد‬٠ٛ‫ا‬ ‫هٰخ‬٪٣٩ ٙ‫ب‬٠‫اٳه‬ ‫ؿجٰوخ‬
.

12. ‫اٳكاء‬ ‫ئشو‬ٟ ‫ٰخ‬٠٧‫أ‬٩ ٝ٪٨ِٟ
‫اٳكاء‬ ً‫ٰٓب‬ ‫ئشو‬ٟ ‫ٯوزجو‬
Key Performance Indicators
٩‫أ‬
KPI
‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ٍ‫لا‬٧‫أ‬ ْٰٔ‫رؾ‬ ٪‫ؾ‬٣ ْٔ‫زؾ‬٠ٛ‫ا‬ ٝ‫زٔل‬ٛ‫ا‬ ‫ٔلاه‬ٟ ‫ُٮ‬ ‫َبهلا‬ٟ ‫ٸ‬ٟ‫هب‬
.
‫ُٮ‬ ‫غؾذ‬٣ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ١‫أ‬ ٢ٟ ‫زؤٗل‬ٛ‫ا‬ ‫ُٮ‬ ‫َبهلح‬٠ٜٛ ٝ‫رَزقل‬ ‫ٰخ‬ٛ‫ب‬ٟ ‫ًٰو‬٩ ‫ٰخ‬ٛ‫ب‬ٟ ٌٰ‫ٔبٯ‬ٟ ‫ٮ‬٧٩
ٝ‫ٸى‬ٛ‫ا‬ ٝ‫زٔل‬ٛ‫ا‬ ٚ٠‫ه‬٩ ‫ب‬٨ُ‫لا‬٧‫أ‬ ْٰٔ‫رؾ‬
ٍ‫لا‬٧‫اٳ‬ ْٰٔ‫رؾ‬ ‫غبػ‬٤ٛ ‫ئشواد‬ٟ ‫اٳكاء‬ ‫ئشواد‬ٟ
‫ظ‬ٟ‫ثوا‬ ‫ن‬ٟ ‫خ‬ٟ‫َزقل‬٠ٛ‫ا‬ ‫بد‬٠‫ل‬٤٠ٛ‫ا‬ ‫أكاء‬ ‫غبػ‬٣ ً‫ٰٓب‬ ‫ٰبد‬٤ٔ‫ر‬ ٫‫اؽل‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ‫رول‬
‫ٓلهح‬ ٬ٜ‫ه‬ ٍ‫زوو‬ٛ‫ا‬ ٞ‫ٯز‬ ‫ب‬٨ٛ‫فٸ‬ ٢ٟ٩ ،‫ؾلٯضخ‬ٛ‫ا‬ ‫شآد‬٤٠ٜٛ ‫ٮ‬٠ٰ‫ل‬٤‫ز‬ٛ‫ا‬ ‫ٯو‬٪‫زـ‬ٛ‫ا‬٩ ‫كح‬٪‫غ‬ٛ‫ا‬
‫رؾلٯل‬٩ ً‫ٰٓب‬ ٞ‫ٯز‬٩ ،‫ب‬٨‫اٍزوارٰغٰز‬ ٙ‫فٸ‬ ٢ٟ ‫ؾلكح‬٠ٛ‫ا‬ ‫ب‬٨ُ‫لا‬٧‫أ‬ ْٰٔ‫رؾ‬ ٬ٜ‫ه‬ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬
‫ذ‬٣‫ٗب‬ ‫اء‬٪ٍ ‫شآد‬٤٠ٛ‫ا‬ ‫شبؿبد‬٣٩ ٝ‫ب‬٨ٟ ‫ؿجٰوخ‬ ‫ب‬٧‫رؾلك‬ ‫وبٯٰو‬ٟ ٬ٜ‫ه‬ ‫بء‬٤‫ث‬ ‫اٳكاء‬ ‫ئشواد‬ٟ
١‫أ‬ ‫ب‬٠ٗ ،‫ٰخ‬٤ٔ‫ر‬ ٩‫أ‬ ‫ىهاهٰخ‬ ٩‫أ‬ ‫بهٰخ‬٤‫ط‬ ‫زغبد‬٤ٟ ٩‫أ‬ ‫طؾِٰخ‬ ٩‫أ‬ ‫ٰخ‬ٟ‫فل‬ ٩‫أ‬ ‫طؾٰخ‬ ٩‫أ‬ ‫ٰخ‬٠ٰٜ‫رو‬
‫ُٮ‬ ‫ئشواد‬٠ٛ‫ا‬ ٥‫ن‬٧ ‫زؾلٯل‬ٛ ‫ٰخ‬٤ٔ‫ر‬٩ ‫اكاهٯخ‬٩ ‫ٰخ‬٤ُ ّ‫ؿو‬ ‫هلح‬ ٝ‫رَزقل‬ ‫ئشواد‬٠ٛ‫ا‬ ٥‫ن‬٧ ً‫ٰٓب‬
‫ئٍَبد‬٠ٛ‫ا‬ ٩‫أ‬ ‫شوٗبد‬ٛ‫ا‬ ٥‫ن‬٧ ٙ‫ب‬٠‫أه‬٩ ‫اٳكاء‬ ً‫ٰٓب‬
.
‫وئَٰٰخ‬ٛ‫ا‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ‫روزجو‬ ‫ب‬٠ٗ
ٝ‫زٔل‬ٛ‫ا‬ ٰٰٞٔ‫ز‬ٛ ‫شوٗبد‬ٛ‫ا‬٩ ٢‫لٯوٯ‬٠ٛ‫ا‬٩ ٚ٠‫و‬ٛ‫ا‬ ّ‫ِو‬ٛ ‫خ‬٠ٰٓ ‫ئشواد‬ٟ ٝ٪ٰٛ‫ا‬ ٙ‫ب‬٠‫اٳه‬ ‫شآد‬٤ٟ ‫ُٮ‬
‫وئَٰٰخ‬ٛ‫ا‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ٝ‫ثبٍزقلا‬ ‫ب‬٨ٍ‫ٰٓب‬ ٢٘٠‫ٯ‬ ٍ‫لا‬٧‫أ‬ ٥‫ثبرغب‬ ‫ٍوٯن‬ ٚ٘‫ثش‬ ْٔ‫زؾ‬٠ٛ‫ا‬
.

13. ‫اٷكاء‬ ‫ئشواد‬ٟ ‫ام‬٪٣‫أ‬
‫اٳكاء‬ ‫ئشواد‬ٟ
KPI
‫غبػ‬٤ٛ‫ا‬ ٫‫ل‬ٟ ٌٰٔ‫ر‬ ‫زٮ‬ٛ‫ا‬ ٰٞٔٛ‫ا‬ ٢ٟ ‫هخ‬٪٠‫غ‬ٟ ٢ٟ ١٪٘‫رز‬
‫ٰخ‬ٛ‫زب‬ٛ‫ا‬ ‫ت‬٣‫ا‬٪‫غ‬ٛ‫ا‬ ‫ُٮ‬ ‫ب‬٨‫اه‬٪٣‫أ‬ َٰ٤‫رظ‬ ٢٘٠‫ٯ‬٩ ‫خ‬٠‫ل‬٠ٛ‫ا‬ ٍ‫لا‬٧‫أ‬ ْٰٔ‫رؾ‬ ‫ُٮ‬
:
1
-
‫ٰخ‬٠ٗ ‫ئشواد‬ٟ
Quantitative indicators
‫بد‬٣‫جٰب‬ٛ‫ا‬٩ ‫ٗبٵؽظبءاد‬
‫ِخ‬ٜ‫قز‬٠ٛ‫ا‬ ‫ٰخ‬٠ٓ‫و‬ٛ‫ا‬
.
2
-
‫رـجٰٰٔخ‬ ‫ئشواد‬ٟ
Practical indicators
‫ٰبد‬ٜ٠‫ه‬ ‫ن‬ٟ ٟٚ‫رزوب‬
‫كح‬٪‫ع‬٪٠ٛ‫خا‬٠‫ل‬٠ٛ‫ا‬
.
3
-
‫ٰخ‬٨‫ع‬٪‫ر‬ ‫ئشواد‬ٟ
Directional Indicators
‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ‫ذ‬٣‫ٗب‬ ١‫ا‬ ‫ػؼ‬٪‫ر‬
ٌ٘‫و‬ٛ‫ا‬ ٝ‫أ‬ ٝ‫رزٔل‬٩ ٢َ‫رزؾ‬
.
4
-
‫ٰخ‬ٜ٠‫ه‬ ‫ئشواد‬ٟ
Actionable indicators
٢‫ه‬ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ‫هػب‬ ٫‫ل‬ٟ ‫ػؼ‬٪‫ر‬
ٙ‫ِوب‬ٛ‫ا‬ ‫زٌٰٰو‬ٛ‫ا‬ ‫هٓبثخ‬ ‫ة‬٪ٍٜ‫أ‬
.
ٍ‫لا‬٧‫ٳ‬ ‫ا‬ ْٰٔ‫زؾ‬ٛ ‫ٗبٍزوارٰغٰخ‬ ‫ؾلٯضخ‬ٛ‫ا‬ ‫بد‬٠‫ل‬٤٠ٛ‫ا‬ ‫ب‬٨ٰٛ‫ا‬ ‫لو‬٤‫ر‬ ‫بد‬٠‫ل‬٤٠ٛ‫ا‬ ‫أكاء‬ ‫ئشواد‬ٟ٩
‫ـجٮ‬ٛ‫ا‬ ‫زو‬ٟ٪ٟ‫ضو‬ٛ‫ا‬ ‫ضبثخ‬٠‫روزجوث‬ ‫نا‬٨ٛ ، ‫ٮ‬٠ٰ‫ل‬٤‫ز‬ٛ‫ا‬ ّ‫اٵفِب‬ ٩‫أ‬ ‫غبػ‬٤ٜٛ ‫٭‬٪ٓ ‫ئشو‬ٟ٩، ‫زبئظ‬٤ٛ‫ا‬٩
ً‫ٰٓب‬ ‫ؽٰش‬ ٢ٟ ‫خ‬٠‫ل‬٤٠ٜٛ
(
‫زشقٰظبد‬ٛ‫ا‬ ٩‫أ‬ ٫‫اٳفو‬ ‫واع‬ٟ‫اٳ‬ ‫ثٰٔخ‬٩ ‫ؼٌؾ‬ٛ‫ا‬٩ ‫ؾواهح‬ٛ‫ا‬
٫‫اٳفو‬
)
‫ة‬٪ٜ‫ـ‬٠ٛ‫ا‬ ٦‫ع‬٪ٛ‫ا‬ ٬ٜ‫ه‬ ‫ب‬٨ٟ‫ب‬٨ٟ ‫أكاء‬ ‫ُٮ‬ ‫ب‬٨‫غبؽ‬٣٩ ‫ؾلٯضخ‬ٛ‫ا‬ ‫بد‬٠‫ل‬٤٠ٛ‫ا‬ ‫ظؾخ‬ٛ
.
‫كح‬٪‫غ‬ٛ‫ا‬ ‫ئشواد‬ٟ ‫رؾلٯل‬

14. ٚ‫ض‬ٟ ‫ب‬٨‫اعبثبر‬٩ ‫خ‬ٜ‫اٳٍئ‬ ‫ثوغ‬ ٙ‫فٸ‬ ٢ٟ ‫اٳكاء‬ ‫ئشواد‬ٟ ٚ‫ض‬٠‫رز‬٩
:
1
-
‫لاٍ؟‬٧‫اٳ‬ ُْ٩٩ ‫ة‬٪ٜ‫ـ‬٠ٛ‫ا‬ ٚ٘‫ش‬ٛ‫ثب‬ ‫خ‬٠٨٠ٛ‫ا‬ ‫ثؤكاء‬ ٝ٪ٓ‫أ‬ ٢‫ؾ‬٣ ٚ٧
2
-
‫ب؟‬٨٤‫ه‬ ‫ِٮ‬ٜ‫رق‬ ٩‫أ‬ ‫خ‬٠٨٠ٛ‫ا‬ ‫أكاء‬ ٪‫ؾ‬٣ ‫ٮ‬ٟ‫رٔل‬ ٫‫ل‬ٟ ‫ب‬ٟ
3
-
‫؟‬٦٤ٟ ‫بء‬٨‫ز‬٣‫ثبٷ‬ ‫ذ‬٠ٓ ‫ن٭‬ٛ‫ا‬ ٬٣‫اٳك‬ ‫ؾل‬ٛ‫ا‬ ٪٧ ‫ب‬ٟ
‫اٳكاء‬ ً‫ٰٓب‬ ‫ئشواد‬ٟ ٢ٰ‫رَزو‬ ٩
KPI's
‫اد‬٩‫اٳك‬ ٢ٟ ‫ثولك‬ ‫هبكح‬
‫كح‬٪‫غ‬ٛ‫ا‬ ‫ٰت‬ٛ‫اٳٍب‬٩
Q Tools
‫ئشواد‬٠ٛ‫ا‬ ٢ٟ ‫هلك‬ ‫رؾلٯل‬ ‫ُٮ‬
٩ ‫غبٷد‬٠ٛ‫ا‬ ٬‫شز‬ ‫ُٮ‬ ‫اٳكاء‬ ‫خ‬٣‫ٔبه‬ٟ ٩ ً‫ٰٓب‬ ‫ب‬٨ٛ‫فٸ‬ ٢ٟ ٢٘٠‫ٯ‬ ‫زٮ‬ٛ‫ا‬
‫اػبُخ‬ ٚ‫أُؼ‬ ‫ٮ‬ٜ‫َزٔج‬ٟ ‫ػن‬٪ٛ ‫زقـٰؾ‬ٛ‫ا‬ ٩ ‫ٮ‬ٛ‫ؾب‬ٛ‫ا‬ ‫ػن‬٪ٛ‫ا‬ ‫ووُخ‬ٟ
ٍ‫لا‬٧‫اٳ‬ ٬ٛ‫ا‬ ٙ٪‫ط‬٪ٜٛ ‫ٔـبم‬ٛ‫ا‬ ‫ُٮ‬ ٚ‫ؾبط‬ٛ‫ا‬ ٝ‫زٔل‬ٛ‫ا‬ ‫ووُخ‬ٟ ٬ٛ‫ا‬
‫كح‬٪‫ش‬٤٠ٛ‫ا‬
.
‫بد‬٠‫ل‬٤٠ٛ‫ا‬ ‫أكاء‬ ‫ئشواد‬ٟ ً‫ٰٓب‬ ‫ٯو‬٪‫رـ‬ ‫ُٮ‬ ‫ٰخ‬٤ٔ‫ز‬ٛ‫ا‬ ‫ذ‬٠٧‫ٍب‬ ‫ٓل‬٩
‫ئشواد‬٠ٛ‫ا‬ ٥‫ن‬٧ ٌٰٔ‫ر‬ ‫ظ‬ٟ‫ثوا‬ ‫ب‬٨ٛ ‫فظض‬٩
.

15. ‫اٳكاء‬ ‫ئشواد‬ٟ ٢ٟ ‫بمط‬٠٣
‫ٱ‬٩‫أ‬
-
‫جشوٯخ‬ٛ‫ا‬ ‫اهك‬٪٠ٛ‫ا‬ ‫اكاهح‬ ‫ُٮ‬ ‫اٳكاء‬ ‫ئشواد‬ٟ
‫ئشواد‬ٟ ٝ‫رَزقل‬٩ ،‫شوٗبد‬ٛ‫ا‬ ٫‫اؽل‬ ‫ُٮ‬
‫ؾظو‬ٛ‫ا‬ ٌٰٛ٩ ٙ‫ضب‬٠ٛ‫ا‬ ٰٚ‫ٍج‬ ٬ٜ‫ه‬ ‫اٳكاء‬ ً‫ٰٓب‬
:
1
-
‫اكاهح‬ ٚٗ ‫ُٮ‬ ٢ٰٜٟ‫وب‬ٛ‫ا‬ ‫هلك‬
.
2
-
‫ٓـبم‬ ٚ٘ٛ ‫لهعخ‬ٛ‫ا‬٩ ‫كِٰٰخ‬٪ٛ‫ا‬ ‫ِئخ‬ٛ‫ا‬ ‫ؽَت‬ ‫ػؼ‬٪ٟ ٢ٰٜٟ‫وب‬ٛ‫ا‬ ‫هلك‬
3
-
‫بٷ‬٠‫اع‬ ‫و‬٨‫ش‬ٛ‫ا‬ ٙ‫فٸ‬ ‫خ‬ٟ‫قل‬ٛ‫ا‬ ‫ا‬٪ٗ‫رو‬ ٢‫نٯ‬ٛ‫ا‬ ٢ٰٜٟ‫وب‬ٛ‫ا‬ ‫هلك‬
.
4
-
‫اكاهح‬ ٚ٘ٛ ‫و‬٨‫ش‬ ٙ‫فٸ‬ ‫خ‬ٟ‫قل‬ٛ‫ا‬ ‫ا‬٪ٗ‫رو‬ ٢‫نٯ‬ٛ‫ا‬ ٢ٰٜٟ‫وب‬ٛ‫ا‬ ‫هلك‬
.
5
-
‫اكاهح‬ ٚ٘ٛ ٚ‫ِظ‬ٟ َ‫ك‬٪ٟ ٚ٘ٛ ‫وػٰخ‬٠ٛ‫ا‬ ‫اٵعبىاد‬ ‫َجخ‬٣
.
6
-
‫بٷ‬٠‫اع‬٩ ‫اكاهح‬ ٚ٘ٛ ٚ‫ِظ‬ٟ ٢ِٰ‫ك‬٪٠ٛ‫ا‬ ٚ٠‫ه‬ ١‫ها‬٩‫ك‬ ‫َجخ‬٣
.
7
-
‫ؽلٯضب‬ ٞ٨٤ٰٰ‫رو‬ ٞ‫ر‬ ٢‫نٯ‬ٛ‫ا‬ ٢ِٰ‫ك‬٪٠ٛ‫ا‬ ‫هلك‬
.
‫ٰآ‬٣‫صب‬
-
٥‫ٰب‬ٟ ‫شوٗخ‬ٛ ‫ٰخ‬ٟ‫فل‬٩ ‫زبعٰخ‬٣‫أ‬ ‫خ‬٠‫ل‬٤٠ٜٛ ‫مط‬٪٠٤ٗ ‫اٳكاء‬ ‫ئشواد‬ٟ
‫ئشواد‬ٟ ٬ٜ‫ه‬ ‫ئشواد‬٠ٛ‫ا‬ ٢ٟ ‫ٰخ‬ٛ‫ؾب‬ٛ‫ا‬ ‫هخ‬٪٠‫غ‬٠ٛ‫ا‬ ‫٭‬٪‫رؾز‬
/
٥‫ٰب‬٠ٛ‫ا‬ ‫شوٗخ‬ٛ ‫هئَٰٰخ‬ ‫زٌٰواد‬ٟ
‫ٮ‬٧٩
:
*
ٚ٘ٛ ٢ِٰ‫ك‬٪٠ٛ‫ا‬ ‫هلك‬
1000
ٞ٨‫ؽبعبر‬٩ ٞ٨‫جبر‬ٜ‫زـ‬ٟ ‫جٰخ‬ٜ‫ر‬ ‫كهعخ‬٩ ٕ‫شزو‬ٟ
.
*
٢ٟ ‫ٯخ‬٪‫ئ‬ٟ ‫َجخ‬٤ٗ ‫ب‬٨ٰٜ‫رؾظ‬ ٫‫عو‬ ‫زٮ‬ٛ‫ا‬ ‫ٔلٯخ‬٤ٛ‫ا‬ ‫ي‬ٛ‫جب‬٠ٛ‫ا‬
‫ارٰو‬٪ِٛ‫ا‬ ‫م‬٪٠‫غ‬ٟ
.
*
‫بد‬ٟ‫قل‬ٛ‫ا‬ ‫كح‬٪‫ع‬ ٬ٜ‫ه‬ ‫ٸء‬٠‫و‬ٛ‫ا‬ ‫هػب‬ ‫َجخ‬٣٩ ٥‫ٰب‬٠ٛ‫ا‬ ٢ٟ ‫ِبٓل‬ٛ‫ا‬ ‫َجخ‬٣
.
*
‫علٯلح‬ ‫هبد‬٩‫شو‬ٟ ‫ؿوػ‬ ٩ ‫ٯو‬٪‫زـ‬ٛ‫ا‬ ‫ولٷد‬ٟ٩ ‫ٰخ‬ٌٰٜ‫زش‬ٛ‫ا‬ َٰٛ‫ز٘ب‬ٛ‫ا‬ ‫اٍزوعبم‬
.

16. ‫ٰٔبٍٰخ‬ٛ‫ا‬ ‫لح‬٠‫وز‬٠ٛ‫ا‬ ‫اطِخ‬٪٠ٛ‫ا‬ ‫ن‬ٟ ‫بد‬ٟ‫قل‬ٛ‫ا‬ ‫هٰخ‬٪٣ ‫ـبثٔخ‬ٟ
.
‫ضآ‬ٛ‫صب‬
:
‫خ‬٠‫ل‬٤ٟ ٩‫أ‬ ٖ٤‫ث‬ ٩‫أ‬ ‫شوٗخ‬ٛ ‫أكاء‬ ‫ئشواد‬ٟ
-
ْٔ‫رزؾ‬ ‫زٮ‬ٛ‫ا‬ ‫اٳهثبػ‬
.
-
‫ٸء‬٠‫و‬ٛ‫ا‬ ‫هلك‬
(
٢ٰ‫واعو‬٠ٛ‫ا‬
.)
-
‫كِٰٮ‬٪ٛ‫ا‬ ١‫ها‬٩‫ل‬ٛ‫ا‬
(
ٚ٠‫و‬ٛ‫ا‬ ٕ‫رو‬ ،‫ٌٰبة‬ٛ‫ا‬ ،‫واهٯخ‬٠‫اٷٍز‬
)
‫ـ‬ٛ‫ا‬
.
-
‫ٸء‬٠‫و‬ٜٛ ‫ب‬٧‫ٰي‬٠‫ر‬٩ ‫خ‬ٟ‫قل‬ٛ‫ا‬ ‫كح‬٪‫ع‬
.
-
٢ٰٰٜ‫لاف‬ٛ‫ا‬ ‫ٸء‬٠‫و‬ٛ‫ا‬ ‫هػبء‬
(
١٪ِ‫ك‬٪٠ٛ‫ا‬
)
١٪ٰ‫قبهع‬ٛ‫ا‬ ‫ٸئخ‬٠‫و‬ٛ‫ا‬ ٩
(
٢‫َزِٰلٯ‬٠ٛ‫ا‬
.)
-
‫ن‬٠‫غز‬٠ٛ‫ا‬ ‫ُٮ‬ ٖ٤‫ج‬ٛ‫ا‬ ٩‫ا‬ ‫شوٗخ‬ٛ‫ا‬ ‫وخ‬٠ٍ
.
-
‫وئٰخ‬٠ٛ‫ا‬٩ ‫ظؾِٰخ‬ٛ‫ا‬ ٝ‫اٵهٸ‬ ٚ‫ٍبئ‬٩ ٙ‫فٸ‬ ٢ٟ ‫أكاء‬ ً‫ٰٓب‬ ‫ئشواد‬ٟ
-
‫اٳُواك‬٩ ‫ٰخ‬ٜ٧‫اٳ‬٩ ‫ٰخ‬ٟ٪٘‫ؾ‬ٛ‫ا‬ ‫ئٍَبد‬٠ٛ‫ا‬ ٢ٟ ‫ب‬٨‫ث‬ ‫اٷشزواٗبد‬ ‫هلك‬
.
-
‫ب‬٨ُٰ ٢ٰٜٟ‫وب‬ٛ‫ا‬ ١‫ها‬٩‫ك‬ ‫َجخ‬٣
(
ٚ٠‫و‬ٛ‫ا‬ ٕ‫رو‬ ،‫ٌٰبة‬ٛ‫ا‬ ،‫واهٯخ‬٠‫اٷٍز‬
.)
-
‫ب‬٧‫ٰي‬٠‫ر‬٩ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ‫اكاء‬ ‫كح‬٪‫ع‬
.
-
‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ٢ٟ ‫ٰيح‬٠٠ٛ‫ا‬ ‫بد‬ٟ‫فل‬ ٢‫ه‬ ‫ٸء‬٠‫و‬ٛ‫ا‬ ‫هػب‬
.
-
‫ن‬٠‫غز‬٠ٛ‫ا‬ ‫ُٮ‬ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ‫وخ‬٠ٍ
.
-
‫ٌٰو‬ٛ‫ا‬ ٬ٛ‫ا‬ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ‫ب‬٨ٟ‫رٔل‬ ٬‫ز‬ٛ‫ا‬ ‫بد‬ٟ‫قل‬ٛ‫ا‬ ‫وخ‬٠ٍ
.

17. َٰٗ
‫ب‬٨ٟ‫رٔل‬ ٫‫ل‬ٟ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ‫رؾلك‬
‫ب؟‬٨ُ‫لا‬٧‫أ‬ ٪‫ؾ‬٣
(KSIs) ‫اٳٍبٍٰخ‬ ‫غبػ‬٤ٛ‫ا‬ ‫ئشواد‬ٟ ٩‫أ‬KPIs ١‫ا‬
‫ُخ‬٩‫وو‬٠ٛ‫ا‬ ‫اٳٍبٍٰخ‬ ‫اٳكاء‬ ‫ئشواد‬ٟ
٬ٛ‫ا‬ ‫رؾزبط‬ ‫ب‬٨٣‫ُب‬
ٍ‫لا‬٧‫اٳ‬ ٥‫ن‬٧ ٪‫ؾ‬٣ ‫ب‬٨ٟ‫رٔل‬ ٫‫ل‬ٟ ً‫ٰٔب‬ٛ ‫ؿوٯٔخ‬
.
(KPIs) ٌٰ‫ٔبٯ‬ٟ ‫ضبثخ‬٠‫ث‬ ١٪٘‫ر‬ ‫ٮ‬٧٩
‫اٳكاء‬
‫اٳٍبٍٰخ‬
ٚ‫ٍبئ‬٩ ‫ٮ‬٧ ‫اٳٍبٍٰخ‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ‫روزجو‬٩ ،
‫خ‬٠‫ل‬٤٠ٜٛ ‫ٰخ‬ٜ٠‫و‬ٛ‫ا‬ ٍ‫لا‬٧‫اٳ‬ ٥‫رغب‬ ٝ‫زٔل‬ٛ‫ا‬ ٩‫أ‬ ‫اٳكاء‬ ً‫ٰٔب‬ٛ
‫ٰخ‬ٟ‫ب‬٨ِ‫اٱٍز‬ ‫زَبإٷد‬ٛ‫ا‬ ‫ؿوػ‬ ٙ‫فٸ‬ ٢ٟ
.
‫ؼ‬٠َ‫ٯ‬ ‫ب‬٠ٗ
َٰ‫ط‬٪‫ز‬ٛ ‫ٰخ‬ٜ٠‫ه‬ ‫ؿوٯٔخ‬ ‫ثزؾلٯل‬ ‫خ‬٠‫ل‬٤٠ٜٛ ‫اٳكاء‬ ً‫ٰٓب‬
٢٘٠‫ٯ‬ ٬‫ؽز‬ ٖٛ‫ٗن‬ ٌٰٛ ٪٧ ‫ب‬ٟ٩ ً
‫ب‬‫بٍج‬٤ًٟ
‫ء‬‫أكا‬، ‫ٯوزجو‬ ‫ب‬ٟ
ٞ‫ل‬٤ٛ‫ا‬ ‫لٍخ‬٤٧ ‫اهبكح‬ ‫ه‬٪‫ل‬٤ٟ ٢ٟ ‫خ‬ٛ‫ؾب‬ٛ‫ا‬ ‫غخ‬ٛ‫وب‬ٟ
‫ٰبد‬ٜ٠‫و‬ٛ‫ا‬٩
.
‫ب‬٠ٗ
َٰ‫ط‬٪‫ز‬ٛ‫ا‬ ٚ٠‫ٯَزو‬
ً‫ٰٔب‬ٟ
‫٘بُؤح‬٠ٛ
‫ُٮ‬ ٢ِٰ‫ك‬٪٠ٛ‫ا‬
‫اٱكاء‬ ٢‫ه‬ ‫هاد‬٪‫ش‬٤ٟ ٩‫أ‬ ‫ٰوٰخ‬٠‫رغ‬ ‫رٔبهٯو‬ ٚ٘‫ش‬
.

18. َٰٗ
‫ب؟‬٨ُ‫لا‬٧‫أ‬ ٪‫ؾ‬٣ ‫ب‬٨ٟ‫رٔل‬ ٫‫ل‬ٟ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ‫رؾلك‬
١‫أ‬
‫اٳٍبٍٰخ‬ ‫غبػ‬٤ٛ‫ا‬ ‫ئشواد‬ٟ
KPIs
ٚ‫ض‬٠‫ر‬
‫ُخ‬٩‫وو‬٠ٛ‫ا‬ ‫اٳٍبٍٰخ‬ ‫اٳكاء‬ ‫ئشواد‬ٟ
‫ب‬٨٣‫ُب‬
ٍ‫لا‬٧‫اٳ‬ ٥‫ن‬٧ ٪‫ؾ‬٣ ‫ب‬٨ٟ‫رٔل‬ ٫‫ل‬ٟ ً‫ٰٔب‬ٛ ‫ؿوٯٔخ‬ ٬ٛ‫ا‬ ‫رؾزبط‬
.
(KPIs)
ٌٰ‫ٔبٯ‬ٟ ‫ضبثخ‬٠‫ث‬ ١٪٘‫ر‬ ‫ٮ‬٧٩
‫اٳكاء‬
‫اٳٍبٍٰخ‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ‫روزجو‬٩ ، ‫اٳٍبٍٰخ‬
‫ؽلح‬٪ٛ‫ا‬ ٩‫أ‬ ‫خ‬٠‫ل‬٤٠ٜٛ ‫ٰخ‬ٜ٠‫و‬ٛ‫ا‬ ٍ‫لا‬٧‫اٳ‬ ٥‫رغب‬ ٝ‫زٔل‬ٛ‫ا‬ ٩‫أ‬ ‫اٳكاء‬ ً‫ٰٔب‬ٛ ٚ‫ٍبئ‬٩ ‫ٮ‬٧
.
‫ؼ‬٠َ‫ٯ‬ ‫ب‬٠ٗ
ٌٰٛ ٪٧ ‫ب‬ٟ٩ ً‫ب‬‫بٍج‬٤ًٟ
‫ء‬‫أكا‬ ‫ٯوزجو‬ ‫ب‬ٟ َٰ‫ط‬٪‫ز‬ٛ ‫ٰخ‬ٜ٠‫ه‬ ‫ؿوٯٔخ‬ ‫ثزؾلٯل‬ ‫خ‬٠‫ل‬٤٠ٜٛ ‫اٳكاء‬ ً‫ٰٓب‬
‫ٰبد‬ٜ٠‫و‬ٛ‫ا‬٩ ٞ‫ل‬٤ٛ‫ا‬ ‫لٍخ‬٤٧ ‫اهبكح‬ ‫ه‬٪‫ل‬٤ٟ ٢ٟ ‫خ‬ٛ‫ؾب‬ٛ‫ا‬ ‫غخ‬ٛ‫وب‬ٟ ٢٘٠‫ٯ‬ ٬‫ؽز‬ ٖٛ‫ٗن‬
.
‫ب‬٠ٗ
ٚ٠‫ٯَزو‬
٢ٟ ‫ثلآ‬ َٰ‫ط‬٪‫ز‬ٛ‫ا‬
‫ػوٰخ‬٪ٜٛ ٰٜٚ‫زؾ‬ٛ‫ا‬ ‫رؾلٯل‬
‫هشخ‬٪ٛ‫ا‬ ‫بء‬٤‫ج‬ٛ ‫وإٯخ‬ٛ‫ا‬٩
‫ن‬ٟ
‫شبهٗخ‬٠ٛ‫ا‬ ‫غٰخ‬٨٤ٟ ٢ٟ ْٰ‫زـج‬ٛ‫ا‬
٬‫ؽز‬
َٓ٪‫ز‬ٛ‫ا‬ ٢٘٠‫ٯ‬
‫زؾلٯل‬ٛ ‫ٰخ‬ٛ٩‫أ‬ ‫ؾلكح‬ٟ ‫اد‬٪‫فـ‬ ٙ‫فٸ‬
٬ٛ‫زب‬ٛ‫ا‬ ‫قـؾ‬٠ٜٛ ‫ُٔآ‬٩ ٰٜٚ‫زؾ‬ٛ‫ا‬
.:
The First Step: Needs Analysis
1 2 3
4 5

19. ‫ٱكاء‬ ‫ػؾٰخ‬٪‫ر‬ ‫هح‬٪‫ط‬ ٍٞ‫رو‬ ‫ئشواد‬٠ٛ‫ا‬ ‫زبئظ‬٣ ١٪٘‫ر‬ ١‫أ‬ ‫ٯغت‬
‫ثبٷكاء‬ ٝ‫هب‬ ‫ـجبم‬٣‫ا‬ ٬‫ٯوـ‬ ٫‫ن‬ٛ‫ا‬ ٩ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ٬ُ ١‫اٱ‬ ‫لائو‬ٛ‫ا‬ ‫شبؽ‬٤ٛ‫ا‬
‫خ‬٣‫ٔبه‬٠ٛ‫ا‬ ٬ٜ‫ه‬ ‫بء‬٤‫ث‬ ‫َزقوعخ‬٠ٛ‫ا‬ ‫زبئظ‬٤ٜٛ ‫ُٔآ‬٩ ‫ٰي‬٠٠ٛ‫ا‬٩ ‫ورٔت‬٠ٛ‫ا‬
٫‫ل‬ٛ ‫اٯغبثٰآ‬ ٬‫اٱكائ‬ ‫ئشو‬٠ٛ‫ا‬ ١٪٘‫ٯ‬ ٬‫ؽز‬ ،‫ٱفو‬ ٝ‫هب‬ ٢ٟ ‫وٰبهٯخ‬٠ٛ‫ا‬
‫ٓذ‬٪ٛ‫ا‬ ٬ُ ‫خ‬٠‫ل‬٤٠ٜٛ ‫علك‬ ‫ٸء‬٠‫و‬ٛ ‫صٔخ‬ ‫ٯَ٘ت‬ ‫ب‬٠‫ث‬ ‫ٸء‬٠‫و‬ٛ‫ا‬٩ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬
ّ٪َٛ‫ا‬ ٬ُ ‫بَُٰآ‬٤‫ر‬ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ َٓ٪ٟ ٞ‫ٯله‬ ‫ب‬٠‫ث‬ ‫َزٔجٲ‬ٟ ٩ ٬ٛ‫ؾب‬ٛ‫ا‬
‫ٱفو‬ ٝ‫هب‬ ٢ٟ َ‫زووٯ‬ٛ‫ا‬ ‫نا‬٧ ٌِ٣ ٬ٜ‫ه‬ ‫ؾِبف‬ٛ‫ا‬٩
. .
‫ئشو‬٠ُ
KPIs
ٚ‫ض‬ٟ
" :
‫جٰوبد‬٠ٛ‫ا‬ ‫ىٯبكح‬
"
ً‫ٰٔب‬ٛ‫ا‬ ٚ‫ض‬ٟ ‫اهزجبهاد‬ ‫ٯؼن‬ ١‫أ‬ ‫ٯغت‬
‫ورِن‬ٟ ‫ىٯن‬٪‫ر‬٩ ‫علٯلح‬ ‫طِٔبد‬ ‫هٔل‬ ٩‫أ‬ ،‫جٰوبد‬٠ٛ‫ا‬ ‫خ‬٠ٰٓ ٩‫أ‬ ‫جبهخ‬٠ٛ‫ا‬ ‫ؽلاد‬٪ٛ‫ثب‬
٢ٟ ‫ئشو‬ٟ ٚ٘ٛ ٍ‫لا‬٧‫اٳ‬ ‫رؾلٯل‬ ‫ٰخ‬٠٧‫أ‬ ١‫أ‬، ‫غلك‬ٛ‫ا‬ ٩ ٢ٰٰٛ‫ؾب‬ٛ‫ا‬ ‫ٸء‬٠‫و‬ٛ‫ا‬ ٫‫ل‬ٛ
‫ضٸ‬٠ُ ،‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ٚ‫كاف‬ ٚ٠‫و‬ٛ‫ا‬ ٬‫بؽ‬٤ٟ ‫٘بُخ‬ٛ ‫اٳكاء‬ ‫ئشواد‬ٟ
"
ٙ‫ول‬ٟ ٰٜٚٔ‫ر‬
‫َجخ‬٤‫ث‬ ‫خ‬ٛ‫ب‬٠‫و‬ٛ‫ا‬ ١‫ها‬٩‫ك‬
%
5
‫خ‬٤َٛ‫ا‬ ‫ُٮ‬
"
‫ٰن‬٠‫غ‬ٛ‫ا‬ ٦٠٨ِ‫ٯ‬ ‫اػؼ‬٩ ٍ‫ل‬٧ ٪٧
‫ثَٰو‬ ٦ٰٔٔ‫رؾ‬ ‫ا‬٪‫ٯَزـٰو‬٩
.

20. ‫ه‬٪‫ل‬٤ٟ ٢ٟ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ‫غبػ‬٤ٛ ‫أٍبٍٰخ‬ ‫ِبرٰؼ‬ٟ ٕ‫ب‬٤٧ ١‫أ‬ ‫غل‬٣ ‫نا‬ٛ
KPIs
‫ب‬٨‫هثـ‬ ٥‫افزٰبه‬ ‫ٯغت‬
‫ب‬٨ُ‫لا‬٧‫ٳ‬ ْٰٔ‫رؾ‬ ٪‫ؾ‬٣ ٙ٪‫ط‬٪ٛ‫ا‬ ٬ٜ‫ه‬ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ‫رَبهل‬ ‫زٮ‬ٛ‫ا‬ ‫وٯخ‬٧٪‫غ‬ٛ‫ا‬ ٟٚ‫ا‬٪‫و‬ٛ‫ثب‬
‫اٷٍزوارٰغٰخ‬
‘
‫غبى‬٣‫أ‬ ‫ِٰٰٗخ‬ ‫ُٮ‬ ‫روٗي‬ ١‫أ‬ ٚ٘ٗ ‫رَزـٰن‬ ‫بد‬٠‫ل‬٤٠ٛ‫ا‬ ٢ٟ ٰٜٚٓ٩
KPIs
٦٣‫أ‬ ‫ب‬٠ٗ،
‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ٬ُ ‫ئشواد‬٠ٛ‫ا‬ ٥‫ن‬٧ ٢ٟ ٦ٰٔٔ‫رؾ‬ ٞ‫ر‬ ‫ٓل‬ ‫زبئظ‬٤ٛ‫اا‬ ‫هلك‬ ٕ‫ب‬٤٧ ١٪٘‫ٯ‬ ١‫أ‬ ٞ٨٠ٛ‫ا‬ ٢ٟ
.
‫ئشواد‬ٟ ١‫أ‬
KPIs
٬٤‫رو‬ ‫خ‬٠‫ل‬٤٠ٛ
"
ٰٚ٠‫و‬ٛ‫ا‬ ‫هػبء‬ ‫ىٯبكح‬
"
‫نا‬٧ ٬ٜ‫ه‬ ‫زوٰٗي‬ٛ‫ا‬ ‫ُٰغت‬
‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ‫ؽلاد‬٩ َٜ‫قز‬ٟ
.
‫ضبثخ‬٠‫ث‬ ‫بد‬ٟ‫قل‬ٛ‫ا‬ َٞٓ ٩‫أ‬ ‫بط‬٤‫اٱر‬ ٩‫أ‬ ‫ٰن‬٤‫زظ‬ٛ‫ا‬ َٞٔٛ ١٪٘‫ٯ‬ ‫ب‬٠‫ُوث‬
٪٧ ‫أكاء‬ ‫ئشو‬ٟ
"
‫اطِبد‬٪٠ٜٛ ‫ب‬٨‫ـبثٔز‬ٟ ٝ‫ول‬ٛ ‫ب‬٨‫هُؼ‬ ٞ‫ر‬ ‫زٮ‬ٛ‫ا‬ ٬٠ٗ ‫ئشو‬٠ٗ ‫ؽلاد‬٪ٛ‫ا‬ ‫هلك‬
‫ؽلاد‬٪ٜٛ ‫ٰخ‬ٜ٘ٛ‫ا‬ ‫كح‬٪‫غ‬ٛ‫ا‬ ‫اطِبد‬٪ٟ٩ ‫جبد‬ٜ‫زـ‬ٟ ٢ٟ ‫هٰخ‬٪٤ٛ‫ا‬ ‫بؽٰخ‬٤ٛ‫ا‬ ‫اٷهزجبه‬ ٬ُ ‫اٱفن‬ ١٩‫ك‬
‫زغخ‬٤٠ٛ‫ا‬
.
٪٧ ٫‫أفو‬
"
٬‫اٵٍزوارٰغ‬ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ٍ‫ل‬٧ ٬٨‫ز‬٤ٟ ٪٧ ‫ٸء‬٠‫و‬ٛ‫ا‬ ‫هػب‬ ٬ٜ‫ه‬ ‫ؾِبف‬ٛ‫ا‬
”
‫خ‬٠‫ل‬٤٠ٜٛ ‫اٳٍبٍٰخ‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ‫اطِبد‬٪ٟ
•
‫بٍجخ‬٤ٟ ‫ئشواد‬ٟ ٰٚ‫رِظ‬ ‫خ‬ٛ٩‫ؾب‬ٟ٩ ‫لهاٍخ‬ٛ‫ا‬ ٚ‫ؾ‬ٟ ‫ش٘ٸد‬٠ٜٛ ْٰ٠‫ه‬ ٞ٨ُ ٢ٟ ‫جن‬٤‫ر‬
‫ب‬٨َ٘‫زو‬ٛ
.
•
‫ٯغت‬
Measurement
‫َزـبم‬٠ٛ‫ا‬ ‫ٓله‬ ‫ٔبٍخ‬ٟ ‫ٰخ‬٠ٗ ١٪٘‫ر‬ ١‫أ‬
+
‫ب‬ٟ‫ب‬٠‫ر‬ ‫اػؾخ‬٩
+
ً‫ٰٔب‬ٜٛ ‫خ‬ٜ‫ٓبث‬٩
.
.Cascading •
‫خ‬ََٜٜ‫ز‬ٟ ١٪٘‫ر‬٩ ‫زولكح‬ٟ ‫ٯبد‬٪‫َز‬ٟ ٬ٜ‫ه‬ ً‫رٔب‬ ١‫أ‬ ‫ٯغت‬

21. •
‫ؾلكح‬ٟ ١٪٘‫ر‬ ١‫أ‬ ‫ٯغت‬
Quantity
‫واه‬٠‫ثبٍز‬ ‫ب‬٨‫زبثوز‬ٟ ٢ٟ ‫ٔواه‬ٛ‫ا‬ ‫زقن‬ٟ ٢٘٠‫ٰز‬ٛ ‫ولك‬ٛ‫ا‬
.
•
‫ٰخ‬ٜ٠‫ه‬ ١٪٘‫ر‬ ١‫أ‬ ‫ٯغت‬
Practical
‫بد‬٣‫جٰب‬ٛ‫ا‬ ‫ن‬٠‫ع‬ ‫ٰخ‬٣‫٘ب‬ٟ‫ا‬ ‫ؽٰش‬ ٢ٟ ْٰ‫زـج‬ٜٛ ‫خ‬ٜ‫ٓبث‬٩
.
ٝ‫لب‬٤ٛ‫ا‬ ٢ٟ ‫اٷٍزِبكح‬ ٩ ‫وبئل‬ٛ‫ا‬ ٰٞ‫زول‬ٛ ‫ب‬٨ٛ‫اٍزجلا‬ ٚ‫ٓج‬
.
•
‫ٰخ‬٤ٟ‫ى‬ ‫لح‬٠ٛ ‫ب‬٨‫ث‬ ‫ٯؾزِق‬ ١‫أ‬
Timing
‫خ‬ٛ٪ٔ‫و‬ٟ
KPIs ‫ٰخ‬ٜ٠‫ه‬
‫اٳٍبٍٰخ‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ‫ٯو‬٪‫رـ‬
•
‫رؾلٯل‬
‫هإٯخ‬
Vision
‫خ‬ٛ‫هٍب‬٩
mission
ٍ‫ل‬٧٩
goal
‫اٍزوارٰغٰخ‬٩
strategy
‫خ‬ٜٟ‫ٗب‬ ‫هح‬٪‫ظ‬ٛ‫ا‬ ‫وخ‬٠‫غز‬ٟ ٌ٘‫رو‬ ١‫أ‬ ٬ٜ‫به‬٨ٰٜ‫ه‬ ‫زوٰٗي‬ٛ‫ا‬ ‫ئشواد‬٠ٛ‫ا‬ ٬ٜ‫ه‬ ‫ٯغت‬ ‫غبٷد‬ٟ ‫رؾلٯل‬
Domains/Business Areas
.
•
•
‫غبٷد‬٠ٜٛ ‫ُٔب‬٩ ‫ئشواد‬٠ٛ‫ا‬ ‫ٯو‬٪‫ثزـ‬ ‫جلء‬ٛ‫ا‬
.
•
‫ئشواد‬٠ٛ‫ا‬ ٥‫ن‬٧ ْٰ‫زـج‬ٛ ‫ٯبد‬٪ٛ٩‫أ‬ ‫اهـبء‬
.
•
ً‫ٰٔب‬ٛ‫ا‬ ‫ر٘واهٯخ‬ ،ً‫ٰٔب‬ٛ‫ا‬٩ ‫بد‬٣‫جٰب‬ٛ‫ا‬ ‫ن‬٠‫ع‬ ‫ؿوٯٔخ‬ ‫رؾلٯل‬
.
•
‫ٔواه‬ٛ‫ا‬ ٞ‫كه‬ ٬ٜ‫ه‬ ‫ب‬٨‫ٓلهر‬ ٢ٟ ْٔ‫زؾ‬ٜٛ ‫ئشواد‬٠ٛ‫ا‬ ‫واعوخ‬ٟ
‫اٵكاه٭‬
‫اٳٍبٍٰخ‬ ‫اٳكاء‬ ٌٰ‫ٔبٯ‬ٟ ٰٞ٠‫رظ‬
ْٰ٠‫ه‬ ‫ُؾض‬ ‫اهبكح‬ ‫ت‬ٜ‫ٯزـ‬ ‫خ‬٠‫ل‬٤٠ٜٛ ‫اٳٍبٍٰخ‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ً‫ٰٓب‬ ‫خ‬ٟ‫ؽي‬ ‫ٯو‬٪‫رـ‬ ١‫ا‬
ٙ‫ب‬٠‫اٳه‬ ‫خ‬٠‫ل‬٤ٟ‫وإٯخ‬ٛ
.
Strategies
‫اٍزوارٰغٰبد‬٩
Mission Statement
‫خ‬ٛ‫هٍب‬٩
Vision
‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ‫اؽزٰبعبد‬٩ ‫خ‬٨‫ع‬ ٢ٟ ‫ٸء‬٠‫و‬ٛ‫ا‬ ٢ٰ‫ث‬ ‫وٸٓخ‬ٛ‫ا‬ ‫أٯؼب‬ ٬‫ٯواه‬ ١‫أ‬ ‫ٯغت‬٩
.

22. Efficiency Indicators ‫ِ٘بءح‬ٛ‫ا‬ ‫ئشواد‬ٟ
٥‫ن‬٧ ‫زبط‬٣‫ٵ‬ ‫خ‬ٟ‫َزقل‬٠ٛ‫ا‬ ‫ب‬٨‫لفٸر‬٠‫ث‬ ‫اهك‬٪٠ٛ‫ا‬ ‫قوعبد‬ٟ ‫روثؾ‬
،‫قوعبد‬٠ٛ‫ا‬
‫ٯغت‬
١‫أ‬
٥‫ن‬٧ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ‫زغذ‬٣‫أ‬ ‫ب‬٨‫اٍـز‬٪‫ث‬ ‫زٮ‬ٛ‫ا‬ ‫ِ٘بءح‬ٛ‫ا‬٩ ‫كح‬٪‫غ‬ٛ‫ا‬ ‫ئشواد‬ٟ
‫قوعبد‬٠ٛ‫ا‬ ٌ٘‫رو‬
.
ٖٜ‫ر‬ ٬ٜ‫ه‬ ‫ٯغت‬ ‫بٷ‬٠‫اع‬٩
‫زٮ‬ٛ‫ا‬ ‫ٰخ‬ٛ‫ب‬٠‫اٵع‬ ‫ظبكه‬٠ٛ‫ا‬ ٢ٰ‫ث‬ ‫روثؾ‬ ١‫أ‬ ‫ئشواد‬٠ٛ‫ا‬
‫زبط‬٣‫ثبٵ‬ ‫خ‬٠‫ل‬٤ٟ ‫أ٭‬ ‫ب‬٨ٟ‫رَزقل‬
٥‫رؾوى‬ ‫ن٭‬ٛ‫ا‬
‫يائلح‬ٛ‫ا‬ ‫ِخ‬ٜ٘‫ز‬ٛ‫ا‬ ٖٛ‫م‬ ٢٠‫ٯزؼ‬٩ ،
ٙ‫ضب‬٠ٛ‫ا‬ ٰٚ‫ٍج‬ ٬ٜ‫ُو‬ ،‫اٵكاهٯخ‬ َٰٛ‫ز٘ب‬ٛ‫ا‬٩
:
•
‫ٰخ‬ٛ‫ب‬٠ٛ‫ا‬ ‫اهك‬٪٠ٛ‫ا‬
(
‫زظ‬٤ٟ ٚ٘ٛ ‫ٰخ‬ٛ‫ب‬٠‫اٵع‬ ‫ِخ‬ٜ٘‫ز‬ٛ‫ا‬
)
•
‫ـجٰوٰخ‬ٛ‫ا‬ ‫اهك‬٪٠ٛ‫ا‬
(
‫زظ‬٤ٟ ٚ٘ٛ ‫خ‬ٟ‫َزقل‬٠ٛ‫ا‬ ٙ٪‫اٳط‬ ‫خ‬٠ٰٓ
)
•
‫جشوٯخ‬ٛ‫ا‬ ‫اهك‬٪٠ٛ‫ا‬
(
‫زظ‬٤ٟ ٚ٘ٛ ‫قظض‬٠ٛ‫ا‬ ٚ٠‫و‬ٛ‫ا‬ ْ‫ُوٯ‬
)
•
‫ٰخ‬٤ٟ‫ي‬ٛ‫ا‬ ‫اهك‬٪٠ٛ‫ا‬
(
‫زظ‬٤ٟ ٙ‫آ‬ ‫زبط‬٣‫ٵ‬ ٝ‫ٸى‬ٛ‫ا‬ ‫ٓذ‬٪ٛ‫ا‬
)
Effectiveness Indicators •
‫ئشواد‬ٟ
‫ٰخ‬ٛ‫ِوب‬ٛ‫ا‬
ِْ‫ز‬٠ٛ‫ا‬ ‫قوعبد‬٠ٛ‫ا‬ ٢ٟ ٥‫غبى‬٣‫ا‬ ٞ‫ٯز‬ ‫ب‬٠‫ه‬ ‫بد‬ٟ٪ٜ‫و‬٠‫ث‬ ‫ئشواد‬٠ٛ‫ا‬ ٥‫ن‬٧ ‫ب‬٣‫ل‬٠‫ر‬
‫ب‬٨ٰٜ‫ه‬
‫لُخ‬٨‫َز‬٠ٛ‫ا‬ ‫قــبد‬٠ٛ‫ا‬ ‫ء‬٪‫ػ‬ ٬ُ
.

23. ٚ٠‫و‬ٛ‫ا‬ ‫غبى‬٣‫ا‬ ‫ئشواد‬ٟ
ٌ٘‫رو‬
‫ٰخ‬٠ٗ
‫زبط‬٣‫اٵ‬ ‫ٰخ‬ٜ٠‫ه‬ ‫شـخ‬٣‫أ‬ ٢‫ه‬ ‫ئشواد‬٠ٛ‫ا‬ ٥‫ن‬٧ ‫روجو‬٩ ،٥‫غبى‬٣‫ا‬ ٞ‫ر‬ ‫ن٭‬ٛ‫ا‬ ٚ٠‫و‬ٛ‫ا‬
‫ب‬٨َِ٣
‫زظ‬٤٠ٛ‫ا‬ ٌٰٛ٩
.
Quality Measures •
‫كح‬٪‫غ‬ٛ‫ا‬ ٌٰ‫ٔبٯ‬ٟ
•
‫ٓوبد‬٪‫ر‬ ‫بكو‬٤‫ر‬ ‫زٮ‬ٛ‫ا‬ ‫كح‬٪‫غ‬ٛ‫ا‬ ٌٰ‫ٔبٯ‬ٟ
ٚ‫ض‬ٟ ٰٚ٠‫و‬ٛ‫ا‬
:
‫لٓخ‬ٛ‫ا‬
–
‫اٷٍزغبثخ‬ ‫ٍوهخ‬
–
‫ٰخ‬ٛ٪‫َئ‬٠ٛ‫ا‬
.
‫َٰئخ‬ٛ‫ا‬٩ ‫غٰلح‬ٛ‫ا‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ٢ٰ‫ث‬ ّ‫ِو‬ٛ‫ا‬
‫َٰئخ‬ٛ‫ا‬ ‫ئشواد‬٠ٛ‫ا‬ ٬ٜ‫ه‬ ٙ‫ضب‬ٟ
‫ئشو‬٠ٛ‫ا‬ ١‫ا‬٪٤‫ه‬
:
‫ىٯبكح‬
‫اٷٍوبه‬ ‫أهرِبم‬ ‫ثَجت‬ ‫جٰوبد‬٠ٛ‫ا‬
‫ٗنا‬٩
‫و‬٨‫ش‬ ٢ٟ ‫جٰوبد‬٠ٛ‫ا‬ ٞ‫ؽغ‬ ‫ُٮ‬ ‫رٌٰو‬
‫ٱفو‬
٬ُ ْ‫ؽوٯ‬ ‫س‬٩‫ؽل‬ ٚ‫ض‬ٟ ‫هبهػخ‬ ‫فبهعٰخ‬ ٍ٩‫كو‬ ‫ثَت‬
‫ٰخ‬ٛ‫ب‬٠‫ه‬ ‫اػـواثبد‬ ٩‫ا‬ ‫بَُخ‬٤ٟ ٩ ‫خ‬ٜ‫بص‬٠ٟ ‫بد‬٠‫ل‬٤ٟ
‫جوٰبد‬٠ٛ‫ا‬٩ ‫زبط‬٣‫اٷ‬ ‫م‬٪٣٩ ٞٗ ٬ٜ‫ه‬ ‫ٰخ‬ٛ‫هب‬ ‫رؤصٰواد‬ ‫ب‬٨ٛ ٦ُ‫فٸ‬ ٩‫ا‬ ‫اػواثبد‬ ٩‫أ‬
ٙ‫ضب‬ٟ
‫ئشواد‬٠ٛ‫ا‬ ٬ٜ‫ه‬
‫خ‬٤َ‫ؾ‬ٛ‫ا‬

24. ‫ئشو‬٠ٛ‫ا‬ ١‫ا‬٪٤‫ه‬
:
‫خ‬ٛ‫ب‬٠‫و‬ٛ‫ا‬ ١‫ها‬٩‫ك‬ ٙ‫ول‬ٟ
‫ا‬٪‫ٍوؽ‬ ٢‫نٯ‬ٛ‫ا‬ ٢ِٰ‫ك‬٪٠ٛ‫ا‬ ‫اؽزَبة‬ ٞ‫ٯز‬ ‫ٷ‬٩ ‫ٍجت‬ ‫ٳ٭‬ ‫ا‬٪ٛ‫اٍزٔب‬ ٢‫نٯ‬ٛ‫ا‬ ٢ِٰ‫ك‬٪٠ٛ‫ا‬ ‫هلك‬ ‫ٮ‬ٛ‫ب‬٠‫اع‬
‫خ‬ٛ‫ب‬٠‫و‬ٛ‫ا‬ ‫ٰض‬ٜٔ‫ز‬ٛ‫ا‬
.
‫بد‬٣‫جٰب‬ٛ‫ا‬ ‫ٓبهلح‬ ٢ٟ ‫ثزٔبهٯو‬ ٚ٠‫و‬ٛ‫ا‬ ‫هخ‬٪٠‫غ‬ٟ ‫وٯب‬٨‫ش‬ ‫ك‬٩‫ري‬٩ ‫ٰب‬ٰٜ‫رِظ‬
.
ٍ‫ل‬٨ٛ‫ا‬
:
‫َجخ‬٤‫ث‬ ٢ِٰ‫ك‬٪٠ٛ‫ا‬ ‫اٍزٔبٷد‬ ‫رقِٰغ‬
5
%
‫قجواد‬ٛ‫ا‬ ٬ٜ‫ه‬ ‫ؾِبف‬ٜٛ ٝ‫وب‬ٛ‫ا‬ ‫ُٮ‬
‫ٰيح‬٠٠ٛ‫ا‬
.
‫اٳكاء‬ ٌٰ‫ٔبٯ‬ٟ ‫ٰل‬ٛ٪‫ر‬ ‫غٰخ‬٨٤ٟ
.1
Mission Statement
ٙ‫ب‬٠‫اٳه‬ ‫خ‬٠‫ل‬٤ٟ ‫خ‬ٛ‫هٍب‬ َ‫ط‬٩
.2
Vision
ٙ‫ب‬٠‫اٳه‬ ‫خ‬٠‫ل‬٤ٟ ‫هإٯخ‬ َ‫ط‬٩
.3
Goals
ٍ‫لا‬٧‫ثبٳ‬ ‫خ‬٠‫ٓبئ‬ ‫اهلاك‬
.4
Objectives
‫ثبٳًواع‬ ‫خ‬٠‫ٓبئ‬ ‫اهلاك‬
ً
‫ب‬‫أًواػ‬ ‫ثول‬ ‫ب‬٠ُٰ ‫ٍزظجؼ‬ ‫زٮ‬ٛ‫ا‬٩
Targets
‫ت‬ٜ‫ٯزـ‬ ‫نا‬٧٩
:
.1
‫ح‬٪‫وع‬٠ٛ‫ا‬ ٍ‫لا‬٧‫اٳ‬ ‫رؾلٯل‬
.2
‫خ‬ٜٟ‫ز٘ب‬٠ٛ‫ا‬ ‫شبهٗخ‬٠ٛ‫ا‬ ‫ه‬٪‫ل‬٤ٟ ٢ٟ ‫اٳكاء‬ ٌٰ‫ٔبٯ‬ٟ ١‫ثشؤ‬ ‫ُ٘و٭‬ َ‫هظ‬
.3
ٍ‫لا‬٧‫اٳ‬ ٢ٟ ٚ٘ٛ ٚٓ‫اٳ‬ ٬ٜ‫ه‬ ‫اؽلح‬٩ ً‫ٰٓب‬ ‫ؿوٯٔخ‬ ‫رؾلٯل‬

25. ‫اٳكاء‬ ‫ئشواد‬ٟ ‫ٯو‬٪‫رـ‬ ‫غٰخ‬٨٤ٟ
‫اٳٍبٍٰخ‬
(KPIs)
‫رؾلٯل‬
‫وٯل‬٣ ‫ن٭‬ٛ‫ا‬ ‫اٳكاء‬ ٪٧ ‫ب‬ٟ ‫ٷ‬٩‫أ‬ ‫ووُخ‬ٟ ‫ت‬ٜ‫ٯزـ‬ ٦٣‫ٳ‬ ‫ٸ‬٨ٍ ً
‫ا‬‫و‬ٟ‫أ‬ ٌٰٛ ‫اٳكاء‬ ‫ئشو‬ٟ
٦ٍ‫ٰٓب‬
‫آٯِٰخ‬ ٞ‫ص‬
٦ٍ‫ٰٓب‬
.
‫اٳكاء‬ ‫ئشواد‬ٟ ‫رؾلٯل‬ ٬ٜ‫ه‬ ‫اٱهاء‬ ‫بم‬٠‫اع‬ ١‫ُب‬ ٖٛ‫م‬ ٬ٛ‫ا‬ ‫ثبٵػبُخ‬٩
‫اٳٍبٍٰخ‬
‫ٰخ‬ٜ٠‫ه‬ ‫ٮ‬٧
٩‫أ‬ ٦ٟ‫ٯَزقل‬ ٢ٛ ‫ئشو‬٠ٜٛ ٙ٪‫ٔج‬ٟ َ‫رووٯ‬ ١٩‫ُجل‬ ،‫ٌبٯخ‬ٜٛ ‫ؽَبٍخ‬
‫أؽل‬ ٦٠‫ٯله‬
.
ٙ٪‫ؾظ‬ٛ‫ا‬ ١‫أ‬
‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ٬ٜ‫ه‬
٦٣‫ُب‬، ‫هٯخ‬٩‫ؼو‬ٛ‫ا‬
‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ٬ٜ‫ه‬ ٙ٪‫ؾظ‬ٛ‫ا‬ ‫ٯغت‬
‫هٯخ‬٩‫ؼو‬ٛ‫ا‬
٩ ٦‫ؾَبث‬ٛ
‫ب‬٣‫ل‬٠‫اهز‬ ‫اما‬
KPI
‫رؾلٯل‬ ٞ‫ر‬ ‫ب‬ٟ ‫اما‬
‫ُٮ‬ ‫ئشو‬ٟ
١‫ُب‬ ،ٙ‫ب‬٠‫اٳه‬ ‫خ‬٠‫ل‬٤ٟ
٥‫ن‬٧
Operational Systems
ٌٰٚ‫زش‬ٛ‫ا‬ ‫خ‬٠‫ل‬٣‫أ‬ ٬ٜ‫ه‬
‫خ‬٠٨٠ٛ‫ا‬ ‫زشبث٘خ‬٠ٛ‫ا‬
‫طوجخ‬ ‫ٍزظجؼ‬
‫ٌبٯخ‬ٜٛ
.
‫بد‬٣‫ثٰب‬ ٢ٟ ٦‫ؾزبع‬٣ ‫ب‬ٟ ٙ‫آ‬ ‫غل‬٤ٍ ‫ب‬٤٣‫ُب‬ ‫ٰخ‬ٛ‫ضب‬ٟ ‫ثـوٯٔخ‬٩ ٢٘ٛ٩
١‫قي‬ٟ
.Warehouse
‫بد‬٣‫جٰب‬ٛ‫ا‬ ‫اهل‬٪ٓ ‫ُٮ‬
‫اٳٍبٍٮ‬ ‫اٳكاء‬ ‫ئشو‬ٟ َ‫رووٯ‬ ٬ٜ‫ه‬ ‫بء‬٤‫ث‬ ‫خ‬٠ٰٔٛ‫ا‬ ‫ؽَبة‬ ١‫أ‬ ، ‫ٰوٰخ‬٠‫زغ‬ٛ‫ا‬
‫ئشو‬ٟ ‫ب‬٨٤ٟ ‫ض‬ٜ‫َزق‬٣ ‫٘ٮ‬ٛ ‫بد‬٣‫ثٰب‬ ‫هخ‬٪٠‫غ‬ٟ ٬ٜ‫ه‬ ‫ؾَبثبد‬ٛ‫ا‬ ٩‫أ‬ ‫اهل‬٪ٔٛ‫ا‬ ْٰ‫رـج‬ ‫خ‬ٜ‫وؽ‬ٟ
‫ؽ‬٪٤٠ٛ‫ا‬ ‫شقض‬ٛ‫ا‬ ‫اٍـخ‬٪‫ث‬ ‫ئشو‬٠ٛ‫ا‬ َ‫زووٯ‬ٛ ‫اػؼ‬٩ ٞ٨ُ ‫ت‬ٜ‫رزـ‬ ‫خ‬ٜ‫وؽ‬٠ٛ‫ا‬ ٥‫ن‬٧٩ ،‫اٳكاء‬
(.
KPI)
‫قـؤ‬ٛ‫ا‬ ‫زٸُٮ‬ٛ ‫خ‬٠٨٠ٛ‫ا‬ ٥‫ن‬٧ ٦‫اٳٍبٍٰج‬
.
ٖٜ٨‫ٯَز‬ ‫ز٘وهح‬ٟ ‫ٰخ‬٤ٟ‫ى‬ ‫ُزواد‬ ٫‫ل‬ٟ ٬ٜ‫ه‬٩
‫ٗضٰو‬
KPI
ً
‫ب‬‫ٯ‬٩‫ٯل‬ ‫ٰخ‬ٜ٠‫و‬ٛ‫ا‬ ‫ذ‬٠‫ر‬ ‫ب‬ٟ ‫اما‬ ‫ٓذ‬٪ٛ‫ا‬ ٢ٟ ‫اٳٍبٍٮ‬ ‫اٳكاء‬ ‫ئشو‬ٟ ‫رؾلٯش‬ ‫واه‬٠‫اٍز‬
.
‫ٰخ‬ٜ٠‫ه‬ ٚ٨َ‫ر‬ ‫زٮ‬ٛ‫ا‬ ‫ٰخ‬ٰٜٜ‫زؾ‬ٛ‫ا‬ ‫زـجٰٔبد‬ٛ‫ا‬٩ ‫رو‬٪ٰ‫ج‬٠٘ٛ‫ا‬ ‫ظ‬ٟ‫ثوا‬ ٢ٟ ‫ولٯل‬ٛ‫ا‬ ١‫اٱ‬ ‫اُو‬٪‫رز‬ ‫ؽٰش‬
ٰٞٔ‫ٯ‬ ١‫أ‬ ‫ِوك‬ٛ‫ا‬ ٢٘٠‫ٯ‬ ٚ‫ٍج‬٩ ‫ئشواد‬٠ٛ‫ا‬ ‫رؾلٯش‬٩ ‫ؾَبثبد‬ٛ‫ا‬٩ ‫بد‬٣‫جٰب‬ٛ‫ا‬ ‫اٍزقٸص‬٩ َ‫زووٯ‬ٛ‫ا‬
‫ٯزقن‬٩ ‫اٳكاء‬
KPIs
٫‫اٳفو‬ ً‫ٰٔب‬ٛ‫ا‬
.
ٌ٘‫رو‬ ‫ٓواهاد‬ ‫اٳٍبٍٰخ‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ٝ‫اٍزقلا‬
‫ئشواد‬٠ٛ‫ا‬ ‫اهلاك‬ ‫ل‬٤‫ه‬ ‫اُوح‬٪‫ز‬٠ٛ‫ا‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬
.

26. ‫اٳٍبٍٰخ‬ ‫اٳكاء‬ ‫ئشواد‬٠‫ث‬ ٚ‫ِو‬٣ ‫بما‬ٟ
‫ب‬٨ٟ‫اٍزقلا‬ ‫ٮ‬٧ ‫ٰخ‬ٛ‫زب‬ٛ‫ا‬ ‫خ‬ٜ‫وؽ‬٠ٛ‫ُب‬ ،‫اُود‬٪‫ر‬ ‫ب‬ٟ ‫اما‬
‫اد‬٩‫أك‬
‫ب‬٨٣‫أ‬ ‫ؽٰش‬ ‫زؾِٰي‬ٛ‫ا‬٩ ‫ٶكاهح‬ٛ
‫روزجو‬
‫ٵكاهح‬ ‫خ‬ٍٰٜ٩
‫اٳكاء‬
.
١‫أ‬ ‫ٯغت‬٩
‫زؤٗل‬٣
١‫أ‬
ٚٗ
ٙ‫ب‬٠‫اٳه‬ ‫خ‬٠‫ل‬٤ٟ ‫ُٮ‬ ‫اٳُواك‬ ٦ٜ‫ٯِو‬ ‫ب‬ٟ
‫ٯوٗي‬
‫جبشوح‬ٟ
ٰٚ‫رِو‬ ٬ٜ‫ه‬
‫ئشواد‬٠ٛ‫ا‬ ٥‫ن‬٧
.
‫ُٮ‬ ‫ئشواد‬٠ٛ‫ا‬ ٥‫ن‬٧ ‫شو‬٣ ‫ٯغت‬ ‫نا‬ٛ
ٚٗ
١‫٘ب‬ٟ
ٍ‫ل‬٧ ٪٧ ‫ب‬ٟ ‫ػٰؼ‬٪‫ر‬٩
ٰٚ‫َج‬ٛ‫ا‬٩ ‫ب‬٨٤ٟ ٚٗ
٢ٰٜٟ‫وب‬ٛ‫ا‬ ‫ٯؾِي‬ ‫ب‬٠ٟ ٍ‫ل‬٨ٛ‫ا‬ ‫نا‬٧ ٪‫ؾ‬٣ ٝ‫زٔل‬ٜٛ
‫ئشواد‬٠ٛ‫ا‬ ٥‫ن‬٧ ‫ب‬٨ٜ‫ض‬٠‫ر‬ ‫زٮ‬ٛ‫ا‬ ٍ‫لا‬٧‫ٴ‬ٛ ٙ٪‫ط‬٪ٜٛ
.
‫اٳٍبٍٰخ‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ‫اكاهح‬
‫؟‬ ‫ؾلخ‬ٜ‫ث‬ ‫ؾلخ‬ٛ ‫ؼجؾ‬ٛ‫ثب‬ ٦ٜ‫رِو‬ ‫ب‬ٟ ‫زبثوخ‬ٟ ‫روٯل‬ ٚ٧
‫زٮ‬ٛ‫ا‬ ‫زِوٓخ‬٠ٛ‫ا‬ ‫ٰبد‬ٜ٠‫و‬ٛ‫ا‬ ‫ُٮ‬ ٞ٘‫زؾ‬ٛ‫ا‬ ٪٧ ‫اٳٍبٍٰخ‬ ‫اٳكاء‬ ‫ئشواد‬ٟ ‫ٵكاهح‬ ٞ٨٠ٛ‫ا‬ ‫ه‬٩‫ل‬ٛ‫ا‬
‫ب‬٨‫ث‬ ٝ٪ٔ‫ر‬
.
‫ب‬٨٤ٟ ٌُ‫ب‬٤‫ز‬٠ٛ‫ا‬
Demands
‫خ‬٣‫اى‬٪ٟ ْ‫ؿوٯ‬ ٢‫ه‬ ٖٛ‫م‬٩ ٙ‫ب‬٠‫اٳه‬ ‫خ‬٠‫ل‬٤ٟ
ٚٗ
‫جبد‬ٜ‫ـ‬ٛ‫ا‬
‫زوبهع‬٠ٛ‫ا‬٩
.
‫ٓل‬ ‫زٮ‬ٛ‫ا‬٩ ‫ج٘وح‬ٟ ‫رؾنٯوٯخ‬ ‫اشبهاد‬ ‫ب‬٤ٰ‫روـ‬٩ ‫ٰبد‬ٜ٠‫و‬ٛ‫ا‬ ٖٜ‫ر‬ ‫رؾلك‬ ١‫أ‬
‫ئشواد‬ٟ ‫ب‬٧‫و‬٨‫رل‬
KPIs
ٚ٘‫ثش‬
‫بد‬٣‫جٰب‬ٛ‫ا‬ ٩‫أ‬ ٰٚ٠‫و‬ٛ‫ا‬ ‫خ‬ٟ‫فل‬ ‫بد‬٣‫ثٰب‬ ‫ُٮ‬ ‫زؤفو‬ٟ
‫ٰخ‬ٛ‫ب‬٠ٛ‫ا‬
‫ب‬ٟ‫أ‬ ‫ـ‬
٥‫ن‬٧ ‫ٯو‬٪‫رـ‬ ٞ‫ر‬ ‫اما‬
‫ب‬٨ٛ‫ب‬٠٧‫ا‬ ٩‫أ‬ ٟٚ‫ا‬٪‫و‬ٛ‫ا‬
‫رؾلٯل‬ ٩‫أ‬ ،‫ب‬ٟ‫ب‬٠‫ر‬
‫اما‬ ‫ب‬ٟ ‫اما‬
١‫ٗب‬
‫اما‬ ‫ب‬ٟ ٩‫أ‬ ‫علا‬ ‫ورِن‬ٟ ‫خ‬ٟ‫قل‬ٛ‫ا‬ ‫ٍوو‬
ٙ ‫ُٔآ‬٩ ٚ٠‫و‬ٛ‫ا‬ ‫ٷؽزٰبعبد‬ ٞ‫ٸئ‬ٟ ‫خ‬ٟ‫قل‬ٛ‫ا‬ ٫٪‫َز‬ٟ ١‫ٗب‬
KPIs
‫قـؾ‬٠ٛ‫ا‬

27. ‫اٳكاء‬ ً‫ٰٔب‬ٛ ٝ‫لب‬٣ ‫بء‬٤‫ج‬ٛ ‫وئَٰٰخ‬ٛ‫ا‬ ‫اٳٍجبة‬
Performance Measurement System
‫ٱ‬٩‫أ‬
:
ٝ‫َزلا‬٠ٛ‫ا‬ ٬‫بئ‬٠٣‫اٱ‬ ٩ ٫‫اٷٓزظب‬ ٝ٪٨ِ٠ٛ‫ا‬ ‫بٯقض‬ٟ
‫ك‬٪ٔ‫ٯ‬ ٙ‫ب‬٠‫اٳه‬ ‫خ‬٠‫ل‬٤ٟ ‫خ‬ٛ‫هٍب‬ ٰٚ‫رِو‬٩ ‫زبعٰخ‬٣‫اٵ‬ ‫ٯو‬٪‫رـ‬٩ ‫ِخ‬ٜ٘‫ز‬ٛ‫ا‬ ‫ٍوو‬ ‫رقِٰغ‬
‫ؾل‬ٛ‫ا‬ ٢َٰ‫رؾ‬ ٬ٛ‫ا‬.Baseline ‫اطِبد‬٪٠ٜٛ ‫ُٔآ‬٩ ‫قـؾ‬٠ٛ‫ا‬ ‫ٴكاء‬ٛ ٙ٪‫ٔج‬٠ٛ‫ا‬ ٬٣‫اٳك‬
‫ٰٔبٍٰخ‬ٛ‫ا‬
. Stakeholders ‫ٰب‬٣‫صب‬
-
‫ب‬٠‫اٳه‬ ‫خ‬٠‫ل‬٤ٟ ‫ن‬ٟ ٢ٰٜٟ‫زوب‬٠ٛ‫ا‬ ٚٗ ‫ٯقض‬ ‫ب‬ٟ
ٙ
.1
‫به؟‬٠‫اٷٍزض‬ ٬ٜ‫ه‬ ‫ٮ‬ٛ‫ب‬٠ٛ‫ا‬ ‫وبئل‬ٛ‫ا‬
.2
‫؟‬ ‫ب‬٤‫و‬ٟ ٢‫اٱفوٯ‬ ‫شوٗبء‬ٛ‫ا‬ ٩ ٢ٰٜٟ‫زوب‬٠ٛ‫ا‬ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ‫اٍزوارٰغٰخ‬ ٬‫روػ‬ ٚ٧
.3
‫؟‬ ٞ٨‫و‬ٟ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ‫رظوُبد‬ ٢‫ه‬ ٞ٧‫هػبإ‬ ٝ‫هل‬٩‫أ‬ ٞ٧‫هػبإ‬ َٓ٪ٟ ٕ‫ب‬٤٧ ٚ٧
.4
‫خ؟‬٠‫ل‬٤٠ٜٛ ‫ل‬٣‫َب‬ٟ ٞ٨ٗ٪ٍٜ٩ ٚ‫اط‬٪‫ز‬ٟ ٞ٨‫ث‬ ‫ب‬٤‫اؽزِبك‬ ٚ٧
.5
‫؟‬ ‫بء‬٠‫ز‬٣‫ا‬ ٩ ‫ٱء‬٩ ٢ٟ ٞ٨ٰٜ‫ه‬ ‫ٯغت‬ ‫ب‬٠‫ث‬ ‫ب‬٤‫و‬ٟ ١٪ٜٟ‫زوب‬٠ٛ‫ا‬ ٞ٧‫ٯَب‬ ٚ٧
.6
‫؟‬ ‫ٰخ‬ٛ‫هب‬ ‫ِٗبءح‬٩ ٚ‫اط‬٪‫ز‬ٟ ٩ ٬‫اٯغبث‬ ٚ٘‫ثش‬ ٞ‫رز‬ ٞ٨‫بر‬ٟ‫ب‬٨ٍ‫ا‬ ‫ظبكه‬ٟ ٚ٧
.7
‫؟‬ ‫اػؼ‬٩٩ ٙ‫ُوب‬ ٚ‫اط‬٪‫ر‬٩ ‫خ‬ٟ‫أٍزلا‬ ‫خ‬٠‫ل‬٤٠ٜٛ ْٔ‫رؾ‬ ٞ٨‫بر‬ٟ‫ب‬٨ٍ‫ا‬ ‫كح‬٪‫ع‬ ٚ٧

28. ‫ضب‬ٛ‫صب‬
-
‫زقـٰؾ‬ٛ‫ا‬ ‫ٯقض‬ ‫ب‬ٟ
.1
‫رؾلٯش‬
‫بد‬٣‫ثٰب‬ ‫ٔبهلح‬ٛ
‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ‫ٸء‬٠‫و‬ٜٛ
.2
ّ٪َٛ‫ا‬ ‫بٷد‬٠‫اؽز‬
Market Potential -
.3
ٙ‫ول‬ٟ
٪٠٣
ّ٪َٛ‫ا‬
Market growth Rate
.4
‫اٍزوارٰغٰخ‬
ٙ‫ب‬٠‫اٳه‬ ‫خ‬٠‫ل‬٤ٟ
‫ِ٘بءح‬ٛ‫ا‬ ٩ ‫ٰخ‬ٜ‫ِبه‬ٛ‫ا‬ ‫ه‬٪‫ل‬٤ٟ ٢ٟ
.5
‫زبَُٰخ‬ٛ‫ا‬ ٢٠‫ػ‬ ّ٪َٛ‫ا‬ ‫ظٰت‬٣
Market Share -
.6
ٰٚ٠‫و‬ٛ‫ا‬ ‫اٗزَبة‬ ٬ٜ‫ه‬ ‫ٔلهح‬ٛ‫ا‬
Customer Acquisition -
.7
ٰٚ٠‫و‬ٛ‫ا‬ ‫هثؾٰخ‬
Customer Profitability -
.8
‫وثؼ‬ٛ‫ا‬٩ ‫زظ‬٤٠ٛ‫ا‬
٢ٟ
‫خ‬ٟ‫ٔل‬٠ٛ‫ا‬ ‫خ‬ٟ‫قل‬ٛ‫ا‬
.9
ٟٚ‫ا‬٪‫و‬ٛ‫ا‬
‫ٸء‬٠‫و‬ٛ‫ا‬ ٬ٜ‫ه‬ ‫رئصو‬ ‫زٮ‬ٛ‫ا‬ ‫قبهعٰخ‬ٛ‫ا‬
.01
ٍ‫لا‬٧‫اٳ‬
‫اٳًواع‬٩ ‫اٵٍزوارٰغٰخ‬
‫ِٰٰٗخ‬٩
‫ب‬٨ٰٔٔ‫رؾ‬

29. ‫هاثوب‬
-
‫ٰخ‬ٟ‫قل‬ٛ‫ا‬٩ ‫زبعٰخ‬٣‫اٷ‬ ‫ٰبد‬ٜ٠‫و‬ٛ‫ثب‬ ْٜ‫ٯزو‬ ‫ب‬ٟ
.1
‫؟‬ ‫ٰخ‬ٜ‫ثِبه‬ ‫ب‬٤‫و‬ٟ ٢ٰٜٟ‫زوب‬٠ٛ‫ا‬٩ ‫ب‬٣‫ٸإ‬٠‫ه‬ ٝ‫قل‬٣ ٚ٧
.2
‫؟‬ ‫ٰخ‬٠ٛ‫وب‬ٛ‫ا‬ ‫ٰٔبٍٰخ‬ٛ‫ا‬ ‫ٯبد‬٪‫َز‬٠ٛ‫ا‬ ْٔ‫رؾ‬ ‫كح‬٪‫غ‬ٛ‫ا‬ ‫خ‬ٟ‫فل‬٩ ‫زظ‬٤٠ٛ‫ا‬ ٚ٧
.3
‫ٰيح؟‬٠ٟ ‫ٰخ‬ٜ‫ُبه‬٩ ‫ثِ٘بءح‬ ٙ‫ب‬٠‫اٳه‬ ‫خ‬٠‫ل‬٤ٟ ٚ٠‫رو‬ ٚ٧
.4
ٚ٧
ُْ٩ ٞ‫رز‬ ‫زبعٰخ‬٣‫اٵ‬ ‫ب‬٨‫بر‬٣‫٘ب‬ٟ‫ا‬ ٩ ‫ٰبد‬ٜ٠‫و‬ٛ‫ا‬ ‫كح‬٪‫ع‬
’
‫خ‬٤٤ٟٔ ‫غٰخ‬٨٤ٟ
Capability &Process Quality Productivity
‫؟‬
.1
‫ـجوٰخ‬ٛ‫اهكا‬٪٠ٛ‫ا‬ ‫ٰبد‬٠ٗ ٢ٟ ‫رؾل‬ ‫رَزـٰن‬ ‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ٚ٧
‫له‬٨٠ٛ‫ا‬
Waste
.2
‫زبثوخ‬٠ٛ‫ا‬ ٩ ‫ٰخ‬ٛ‫ب‬٠ٛ‫ا‬ ‫وٓبثخ‬ٛ‫ا‬ ٞ‫ل‬٤ٛ ‫رقؼن‬ ‫خ‬ٟ‫قل‬ٛ‫ا‬٩ ‫زبط‬٣‫اٵ‬ َٰٛ‫ر٘ب‬ ٚ٧
‫؟‬ ٬٤ِٛ‫ا‬ ٰٰٞٔ‫ز‬ٛ‫ا‬٩
‫َب‬ٟ‫فب‬
-
‫خ‬٠‫ل‬٤٠ٛ‫ا‬ ٬ُ ‫ٔلهاد‬ٛ‫ا‬٩ ‫ٰبد‬٣‫٘ب‬ٟ‫ثبٵ‬ ْٜ‫ٯزو‬ ‫ب‬ٟ
.1
٢ٟ ‫ب‬٨‫فــ‬ ‫ِٰن‬٤‫ز‬ٛ ‫ب‬٨‫رؾزبع‬ ‫زٮ‬ٛ‫ا‬ ‫ٔلهاد‬ٛ‫ا‬ ٙ‫ب‬٠‫اٳه‬ ‫خ‬٠‫ل‬٤ٟ ‫ٮ‬٠٤‫ر‬ ٚ٧
‫ٰخ‬٠ٰ‫ل‬٤‫ز‬ٛ‫ا‬ ‫بد‬٣‫٘ب‬ٟ‫ا‬ ٙ‫فٸ‬
Organizational Capabilities -
.2
‫زؾزٰخ‬ٛ‫ا‬ ‫ٰخ‬٤‫ج‬ٛ‫ا‬ ‫بد‬٣‫٘ب‬ٟ‫ا‬ ٫‫ل‬ٟ ‫ب‬ٟ
Infrastructure Capabilities
.3
‫ؿبٓخ‬ ٫‫ل‬ٟ ‫ب‬ٟ
٢ٰٜٟ‫زوب‬٠ٛ‫ا‬ ‫بد‬٣‫٘ب‬ٟ‫ا‬
Stakeholder Capabilities

30. Cascading Measures ‫خ‬ََٜٜ٠ٛ‫ا‬ ٌٰ‫ٔبٯ‬٠ٛ‫ا‬
ٙ‫ب‬٠‫اٳه‬ ‫خ‬٠‫ل‬٤ٟ ٫٪‫َز‬ٟ ٬ٜ‫ه‬ ٌٰ‫ٔبٯ‬٠ٛ‫ا‬ ‫روزجو‬
ٚ٘ٗ
‫اٷ‬ ‫رؤصٰو‬ ‫ب‬٨ٛ ١٪٘‫ٯ‬ ٢ٛ ٢٘ٛ٩ ‫علا‬ ‫خ‬ٟ‫ب‬٧
‫ذ‬٣‫اماٗب‬
‫ُٮ‬ ٙ‫ب‬٠‫و‬ٛ‫ا‬ ‫ٮ‬ٛ‫ا‬ ٚ‫رظ‬ ٬‫ؽز‬ ٙ‫ب‬٠‫اٳه‬ ‫خ‬٠‫ل‬٤٠ٛ ‫ِخ‬ٜ‫قز‬٠ٛ‫ا‬ ‫ٯبد‬٪‫َز‬٠ٛ‫ا‬ ‫هجو‬ ‫خ‬ََٜٜ‫ز‬ٟ
‫زبط‬٣‫اٵ‬ ‫ؽ‬٪‫فـ‬
.
‫زوٰٗي‬ٛ‫ا‬٩
‫ب‬٧‫ِٰن‬٤‫ر‬ ‫اعواءاد‬٩ ‫ٰبد‬ٜ٠‫و‬ٛ‫ا‬ ٬ٜ‫ه‬ ١٪٘‫ٯ‬ ‫خ‬ٛ‫ؾب‬ٛ‫ا‬ ٥‫ن‬٧ ‫ُٮ‬
.
١‫ى‬٩ ‫اهـبء‬ ْ‫ؿوٯ‬ ٢‫ه‬ ٖٛ‫م‬٩ ‫ٰبد‬ٜ٠‫و‬ٜٛ ‫ٰخ‬ٜ‫ِو‬ٛ‫ا‬ ٌٰ‫ٔبٯ‬٠ٛ‫ا‬ ‫ن‬ٟ ‫اٵٍزوارٰغٰخ‬ ‫ظ‬ٟ‫ل‬٤‫ر‬٩
‫أٗجو‬
‫اٍزوارٰغٰب‬ ‫خ‬ٟ‫ب‬٨ٛ‫ا‬ ٌٰ‫ٔبٯ‬٠ٛ‫ا‬ ٥‫ن‬٨ٛ
.
٢ِٰ‫ك‬٪٠ٛ‫ا‬ ٚ٘ٛ ‫اٵٍزوارٰغٰبد‬ ٰٚ‫ط‬٪‫ر‬ ٢٠‫ؼ‬٣ ‫نا‬٨‫ث‬
‫اٱكاء‬ ‫ئشواد‬٠ٛ ‫ؿجٔآ‬ ‫ب‬٨‫ِوكار‬٠‫ث‬
.
‫اٳكاء‬ ٌٰ‫ٔبٯ‬ٟ ‫ٰبد‬ٛ‫آ‬
٬ٜ‫ه‬ ‫ٯغت‬ ‫ؽٰش‬ ‫ب‬٨‫و‬ٟ ٟٚ‫زوب‬ٛ‫ا‬ ‫ؿوٯٔخ‬ ‫رؾلٯل‬٩ ‫بد‬٣‫جٰب‬ٛ‫ا‬ ‫ن‬٠‫ع‬ ‫ٮ‬٧ ٬ٛ٩‫اٳ‬ ‫ح‬٪‫قـ‬ٛ‫ا‬
ٚٗ
‫ُوك‬
‫خ‬٠‫ل‬٤ٟ ‫ُٮ‬
ٌٰ‫ٔبٯ‬٠ٛ‫ا‬٩ ً‫ٰٔب‬ٛ‫ا‬ ٝ‫لب‬٣ ٝ‫اٍزقلا‬ ٬ٜ‫ه‬ ‫ٯزلهة‬ ١‫أ‬ ٙ‫ب‬٠‫اٳه‬
،‫ِخ‬ٜ‫قز‬٠ٛ‫ا‬
‫ن‬ٟ٩
ٙ‫ب‬٠‫اٷٍزو‬
‫و‬٨‫رل‬ ‫ٓل‬
ً‫ٰٔب‬ٛ‫ا‬ ٝ‫لب‬٣ ‫ُٮ‬ ‫ب‬ٟ ‫رٌٰٰو‬ ‫ت‬ٜ‫رزـ‬ ‫زٮ‬ٛ‫ا‬ ‫ش٘ٸد‬٠ٛ‫ا‬ ‫ثوغ‬
.
‫ٗ٘جو‬
،ٙ‫ب‬٠‫اٳه‬ ‫خ‬٠‫ل‬٤ٟ ‫صٔبُخ‬ ‫رٌٰٰو‬ ٬ٛ‫ا‬ ‫ؾبعخ‬ٛ‫ا‬ ٪٧ ‫اٳكاء‬ ً‫ٰٓب‬ ٝ‫لب‬٣ ٦٨‫اع‬٪‫ٯ‬ ‫رؾل٭‬
‫اُو‬٪‫ر‬ ‫ٯغت‬٩
ٚ٠‫و‬ٛ‫ا‬٩ ٝ‫زيا‬ٛ‫اٷ‬٩ ‫ٰٔبكح‬ٛ‫ا‬ ‫ظو‬٤‫ه‬
،ّ‫شب‬ٛ‫ا‬
‫خ‬٠‫ل‬٤ٟ ‫ب‬٨‫رزجو‬ ‫زٮ‬ٛ‫ا‬ ‫ـوٯٔخ‬ٛ‫ا‬ ٞ٨‫ٯ‬ ‫ٷ‬
ٙ‫ب‬٠‫اٳه‬
ٝ‫لب‬٣‫ٯو‬٪‫زـ‬ٛ
ٞ‫كه‬ ٪٧ ٍ‫ل‬٨ٛ‫ا‬ ١‫أ‬ ‫ب‬٧‫اهزجبه‬ ‫ُٮ‬ ‫رؼن‬ ١‫أ‬ ٞ٨٠ٛ‫ا‬ ٢٘ٛ٩ ،‫اٳكاء‬ ً‫ٰٔب‬ٛ
‫ٔوا‬ٛ‫ا‬ ‫ارقبم‬ ‫ٰخ‬ٜ٠‫ه‬
‫ه‬
.

31. ‫اكاهح‬ ٝ‫لب‬٣ ٞ‫له‬ٛ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ر‬ ٝ‫اٍزقلا‬
‫اٳكاء‬
‫ٯغت‬
‫ب‬٤‫لٯ‬ٛ ١٪٘‫ٯ‬ ١‫أ‬
‫ٰخ‬٠ٓ‫و‬ٛ‫ا‬ ‫ا‬ ‫اٷرظبٷد‬ ٩ ‫عٰب‬٪ٛ٪٤٘‫ر‬ ٢ٟ ‫خ‬ٟ٪‫ل‬٤ٟ
‫بد‬ٟ٪ٜ‫و‬ٟ
‫اٱكاء‬ ‫ٯبد‬٪‫َز‬ٟ ٢َٰ‫رؾ‬ ‫ه‬٪‫ل‬٤ٟ ٢ٟ ٚ٠‫و‬ٛ‫ا‬ ‫ٓلهاد‬ ٞ‫كه‬ ٬ٜ‫ه‬ ٚ٠‫رو‬ ٬‫ز‬ٛ‫ا‬
‫ب‬٨٤ٟ ‫زٔبهٯو‬ٛ‫ا‬ ‫ٰل‬ٛ٪‫ز‬ٛ ‫ب‬٨‫ث‬ ‫خ‬ٜ‫زظ‬ٟ ‫بد‬٣‫جٰب‬ٜٛ ‫اهل‬٪ٓ ‫ح‬٩‫هٸ‬ ٫‫ِوك‬ٛ‫ا‬ ٩ ٬ٍَ‫ئ‬٠ٛ‫ا‬
‫ٰخ‬٣٩‫٘زو‬ٛ‫اٷ‬ ‫آن‬٪٠ٛ‫ا‬ ٩ ‫ٰخ‬٠ٓ‫و‬ٛ‫ا‬ ‫ٰخ‬ٛ‫اٱرظب‬ ‫شج٘بد‬ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ر‬ ‫ن‬ٟ ‫وثؾ‬ٛ‫ا‬ ٬ٜ‫ه‬
Web
‫زٔبهٯو‬ٛ‫ا‬ ‫ٰل‬ٛ٪‫ر‬٩ ‫بد‬٣‫جٰب‬ٛ‫ا‬ ‫غخ‬ٛ‫وب‬ٟ٩ ‫ن‬٠‫ع‬ ‫ُٮ‬ ‫ٰبد‬٤ٔ‫ز‬ٛ‫ا‬ ٩ ٞ‫ل‬٤ٛ‫ا‬ ٖٜ‫ر‬ ٞ٧‫رَب‬ ١‫أ‬
ٙ‫فٸ‬ ٢ٟ ‫بد‬٣‫جٰب‬ٜٛ ‫غخ‬ٛ‫وب‬٠ٛ‫ا‬ ُْ‫رل‬ ‫وآجخ‬ٟ ‫ؼ‬ٟ‫ٸ‬ٟ ‫ب‬٤ٛ ‫رزٰؼ‬ ‫ب‬٠ٗ ‫ٯَو‬٩ ‫خ‬ٛ٪٨َ‫ث‬
‫خ‬ٜٟ‫ز٘ب‬ٟ ‫كائوح‬
Workflow Process Monitoring of Cycle
Technology
‫ب‬٧‫ًٰو‬٩
٢ٟ
‫لح‬٣‫َب‬ٟ٩ ٞ‫كه‬ ٬ٜ‫ه‬ ٚ٠‫رو‬ ٬‫ز‬ٛ‫ا‬ ‫زـجٰٔبد‬ٛ‫ا‬
KPIs
ٌٰ‫ٔبٯ‬ٟ ٰٞ‫زله‬ٛ
‫ؽٰش‬ ٥‫ه‬٪‫ـ‬٣ ‫ٷ‬٩ ٦َٰٔ٣ ‫ٱ‬ ‫ب‬ٟ ‫اٳٍبٍٰخ‬ ‫اٳكاء‬
‫اٳٍبٍٰخ‬ ‫اٳكاء‬ ٌٰ‫ٔبٯ‬ٟ ‫رؾزبط‬
٬ٛ‫ا‬
‫طؾٰؾخ‬ ‫بد‬ٟ٪ٜ‫و‬ٟ
‫ٰن‬٠‫غ‬ٛ‫ا‬ ‫ب‬٧‫ٯوا‬ ‫ؽلٯضخ‬٩
‫ب‬٨٤ٟ ‫رَزِٰل‬ ‫٘ٮ‬ٛ ‫ربهٯقٮ‬ ‫ثول‬
ٙ‫فٸ‬ ٢ٟ ٚ٠‫ٯو‬ ٫‫ن‬ٛ‫ا‬ ‫ووُخ‬٠ٛ‫اا‬ ١‫قي‬ٟ ‫ٰخ‬٤ٔ‫ر‬ ٥‫ُو‬٪‫ر‬ ‫ب‬ٟ ‫نا‬٧٩ ،‫بء‬٤‫ج‬ٛ‫ا‬ ‫ٰخ‬ٜ٠‫ه‬ ‫ُٮ‬
‫ب‬٨ٛ ‫خ‬ٜٟ‫ز٘ب‬ٟ ٞ‫ل‬٣
.

32. ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ر‬ ٝ٪٨ِٟ
"
‫خ‬٠ٜ٘ٛ َ‫رووٯ‬ ‫ٮ‬٧ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ر‬
TECHNOLOGY
‫ٰخ‬٣‫ب‬٣٪ٰٛ‫ا‬ ‫خ‬٠ٜ٘ٛ‫ا‬ ٢ٟ ‫شزٔخ‬ٟ ‫ٮ‬٧ ‫زٮ‬ٛ‫ا‬٩
TECHNE
ً
‫ب‬ٰ٤ُ ‫ٮ‬٤‫رو‬٩
‫خ‬٠ٜ٘ٛ‫ا‬ ٢ٟ ‫ٮ‬٣‫ضب‬ٛ‫ا‬ ‫غيء‬ٛ‫ا‬ ‫ب‬ٟ‫أ‬ ‫بهاد‬٨ٟ ٩‫أ‬
LOGY
‫ٮ‬٤‫رو‬ ‫زٮ‬ٛ‫ا‬٩
‫ووثٰخ‬ٛ‫ا‬ ٬ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ر‬ ‫خ‬٠ٜٗ ‫جوغ‬ٛ‫ا‬ ٞ‫ٯزوع‬٩ ‫كهاٍخ‬ ٩‫أ‬ ً‫ب‬٠ٜ‫ه‬
(
‫ٰخ‬٤ٔ‫ر‬
)
‫صٔبُخ‬ ‫ب‬٨٣‫أ‬ ‫جوغ‬ٛ‫ا‬ ‫ب‬٧‫ٯوا‬ ‫ب‬٠٤ٰ‫ث‬
"
١٪٘‫ر‬ ‫ٓل‬ ٝ٪ٰٛ‫ا‬ ‫ثلاٯخ‬ ‫ن‬٤٠ُ ‫ب‬٤‫ؽٰبر‬ ٦‫ع‬٩‫أ‬ ٚٗ ‫ُٮ‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ر‬ ‫و‬٨‫رل‬
٩‫أ‬ ‫ِبى‬ٜ‫ز‬ٛ‫ا‬ ٩‫أ‬ ‫نٯبم‬٠ٛ‫ا‬ ‫ُٮ‬ ‫اٳفجبه‬ ‫شوح‬٣ ٩‫أ‬ ‫بد‬ٟ٪ٜ‫و‬ٟ ‫ثش‬ ٚ٘‫ش‬ ‫ُٮ‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬
‫خ‬ٜ‫وبئ‬ٛ‫ا‬ ‫ؽلٯش‬ ٦٤٠‫ٯزؼ‬ ‫ب‬ٟ ٩‫أ‬ ‫جؤ‬٣ ‫ٯقجو‬ ٙ٪٠‫ؾ‬٠ٛ‫ا‬ َ‫بر‬٧ ٩‫أ‬ ‫ظجبؽٰخ‬ٛ‫ا‬ ‫غوٯلح‬ٛ‫ا‬
‫بى‬٨‫ع‬ ٩‫أ‬ ‫ة‬٪ٍ‫ؾب‬ٛ‫ا‬ ٩‫أ‬ ٚ٠‫و‬ٛ‫ا‬ ‫ُٮ‬ ّ‫ها‬٩‫اٳ‬ ‫ٯبد‬٪‫ؾز‬ٟ ٖٛ‫ٗن‬ ‫اٵُـبه‬ ‫بئلح‬٠ٛ‫ا‬ ٬ٜ‫ه‬
ٟٚ‫زوب‬٣٩ ٍٚ‫و‬٣٩ ٬ٜٔ‫ز‬٣ ‫ب‬٤٣‫أ‬ ٬‫ؽز‬ ١٪َ٠ٌ٤ٟ ‫ب‬٤٣‫ا‬ ‫آن‬٪ٛ‫ُب‬ ، ‫ذ‬٣‫زو‬٣‫اٷ‬٩ ٌٗ‫ِب‬ٛ‫ا‬
‫زبط‬٣‫ٶ‬ٛ ٝ‫رَزقل‬ ‫زٮ‬ٛ‫ا‬ ٚ‫ٍبئ‬٪ٛ‫ا‬ ‫ٮ‬٧٩، ‫ٰخ‬٠ٓ‫و‬ٛ‫ا‬ ‫ٰبد‬٤ٔٛ‫ثجب‬ ‫ِ٘و‬٣٩ ٞ‫ل‬٤٣٩ ١‫قي‬٣٩
٥‫ك‬٪‫ع‬٩ ‫واهٯخ‬٠‫اٍز‬٩ ١‫َب‬٣‫اٵ‬ ‫واؽخ‬ٛ ‫هٯخ‬٩‫ؼو‬ٛ‫ا‬ ‫بد‬ٟ‫ي‬ٜ‫َز‬٠ٛ‫ا‬
.
ٙ‫ٷريا‬
‫ؾٰبح‬ٛ‫ا‬ ٬‫بؽ‬٤ٟ ٬ُ ‫ه‬٪‫زـ‬ٛ‫ا‬٩ ‫زؤل‬ٛ‫ا‬٩ ٪٠٤ٛ‫ا‬ ‫ُٮ‬ ‫وح‬٠‫َز‬ٟ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ر‬
.

33. ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ز‬ٛ ‫أفو‬ ٝ٪٨ِٟ٩ َ‫رووٯ‬
(
‫عٰب‬٪ٛ٪٤٘‫ز‬ٛ‫ا‬
َٜ‫قز‬ٟ ‫ثش‬٩ ٢‫رقيٯ‬٩ ‫ن‬٠‫ثغ‬ ٞ‫ز‬٨‫ٯ‬ ‫ن٭‬ٛ‫ا‬ ٜٞ‫و‬ٛ‫ا‬ ‫ب‬٨٣‫ا‬
‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫اك‬٪ٟ ‫ام‬٪٣‫أ‬
)
(
‫عٰب‬٪ٛ٪٤٘‫ز‬ٛ‫ا‬
ٙ‫اٷرظب‬ ٚ‫ٍبئ‬٩٩ ‫رو‬٪ٰ‫ج‬٠٘ٛ‫ا‬ ‫يح‬٨‫أع‬ ٢ٟ ‫ٰؾ‬ٜ‫ف‬ ‫ب‬٨٣‫ثؤ‬
‫َبؿ‬٤‫اٷٍز‬٩ ‫ٰبد‬٤ٔ‫ر‬٩ ‫بهٰخ‬٤‫ظ‬ٛ‫ا‬ ‫به‬٠ٓ‫اٳ‬ ٬ٛ‫ا‬ ‫ئٰخ‬٪‫ؼ‬ٛ‫ا‬ ٍ‫ٰب‬ٛ‫اٳ‬ ٢ٟ ‫اثزلاء‬
‫هخ‬٪٤‫ز‬ٟ ‫شـخ‬٣‫أ‬ ٬ُ ‫ب‬٨‫رـجٰٔبر‬ ‫ٯَبهل‬ ‫ب‬٠‫ث‬ ‫اٷٓزواؽبد‬ ٢ٟ ‫ٗجٰوح‬ ‫هخ‬٪٠‫غ‬ٟ ٰٚ‫ض‬٠‫ر‬٩
(
‫عٰب‬٪ٛ٪٤٘‫ز‬ٛ‫ا‬
‫بء‬٠ٜ‫و‬ٛ‫ا‬ ٚ‫ٓج‬ ٢ٟ ‫قزوم‬ٟ ٩‫أ‬ َ‫٘زش‬ٟ ٩‫أ‬ ‫علٯل‬ ٪٧ ‫ب‬ٟ ٚٗ ٪٧
‫ؼبُخ‬ٟ ‫آزظبكٯخ‬ ‫خ‬٠ٰٓ ‫ٱػبُخ‬ ‫ِخ‬ٜ‫قز‬٠ٛ‫ا‬ ‫ه‬٪‫وظ‬ٛ‫ا‬ ‫هجو‬ ٢ِٰ‫٘زش‬٠ٛ‫ا‬٩
)
(
‫عٰب‬٪ٛ٪٤٘‫ز‬ٛ‫ا‬
‫رواس‬ ٝ‫اٍزقلا‬ ‫ل‬٤‫ه‬ ٦‫زجو‬٣ ‫ن٭‬ٛ‫ا‬ ٞ‫زل‬٤٠ٛ‫ا‬ ‫غٮ‬٨٤٠ٛ‫ا‬ ‫ة‬٪ٍٜ‫اٳ‬ ‫ٮ‬٧
‫ِخ‬ٜ‫قز‬٠ٛ‫ا‬ ٍ‫وبه‬٠ٛ‫ا‬
(
‫فبص‬ ٝ‫لب‬٣ ‫ُٮ‬ ‫ب‬٨٠ٰ‫ل‬٤‫ر‬٩ ‫ب‬٨‫رورٰج‬ ‫ثول‬
)
ٙ٪‫ط‬٪ٛ‫ا‬ ٍ‫ل‬٨‫ث‬
‫ؽخ‬٩‫ـو‬٠ٛ‫ا‬ ٚٗ‫شب‬٠ٜٛ ٙ٪ٜ‫ؽ‬ ‫خ‬٨‫اع‬٪٠ٛ ‫ٰخ‬٠ٜ‫و‬ٛ‫ا‬ ٝ‫ب‬٨٠ٛ‫ا‬ ‫جوغ‬ٛ ‫بٍجخ‬٤٠ٛ‫ا‬ ٙ٪ٜ‫ؾ‬ٛ‫ا‬ ٬ٛ‫ا‬
‫غلٯلح‬ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ز‬ٛ‫ا‬
..
‫شجٰ٘خ‬٩ ‫ٰخ‬ٛ‫ارظب‬ ‫ولاد‬ٟ ٢ٟ ٦‫ث‬ ٚ‫ٯزظ‬ ‫ب‬ٟ٩ ‫رو‬٪ٰ‫ج‬٠٘ٛ‫ا‬
‫يح‬٨‫أع‬ ‫ن‬ٟ ‫شج٘ٮ‬ ‫اؿبه‬ ‫ُٮ‬ ‫زقبؿت‬ٛ‫ا‬ ٢ٟ ‫ثو‬٪ٰ‫ج‬٠٘ٛ‫ا‬ ٢٘٠‫ر‬ ‫غٰبد‬ٟ‫ثو‬ ‫ن‬ٟ ‫غخ‬ٟ‫ل‬ٟ
٫‫أفو‬
.

34. ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ر‬ ٫‫ل‬ٟ٩ ٙ‫غب‬ٟ
‫واٗي‬ٟ ‫ُٮ‬ ‫خ‬ٟ‫َزقل‬٠ٛ‫ا‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ر‬ ٫‫ل‬ٟ٩ ‫غبٷد‬ٟ ‫َزووع‬٣ ١‫أ‬ ٢٘٠‫ٯ‬
٦‫ع‬٩‫ا‬ ‫صٸصخ‬ ٢ٟ ‫٘زجبد‬٠ٛ‫ا‬٩ ْٰ‫ص‬٪‫ز‬ٛ‫ا‬٩ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬
:
1
-
‫شو‬٤ٜٛ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫زبط‬٣‫ا‬ ‫ثبهبكح‬ ‫خ‬ٜ‫زظ‬٠ٛ‫ا‬ ‫ٰخ‬٠ِٰٜٛ‫ا‬ ‫ظٌواد‬٠ٛ‫ا‬٩ ‫َبؿ‬٤‫اٷٍز‬
‫خ‬ٜ‫َغ‬٠ٛ‫ا‬ ٙ‫اٳش٘ب‬ ‫زبط‬٣‫ا‬ ‫اهبكح‬ ‫ب‬٨ٰٜ‫ه‬ ْٜ‫ٯـ‬ ‫زٮ‬ٛ‫ا‬ ٢‫زقيٯ‬ٛ‫ا‬٩
2
-
‫واٗي‬ٟ٩ ‫٘زجبد‬٠ٛ‫ا‬ ‫ُٮ‬ ‫هلٯل‬ ٝ‫اٍزقلا‬ ‫رٌـٮ‬ ‫زٮ‬ٛ‫ا‬ ‫رو‬٪ٰ‫ج‬٠٘ٛ‫ا‬ ‫رـجٰٔبد‬
‫بد‬٣‫جٰب‬ٛ‫ا‬ ‫اهل‬٪ٓ٩ ‫ص‬٪‫ظ‬٤ٛ‫ا‬٩ ‫وبعخ‬ٟ ‫ب‬٨ُٰ ‫زٮ‬ٛ‫ا‬٩ ٬٠ٓ‫و‬ٛ‫ا‬ ْٰ‫ص‬٪‫ز‬ٛ‫ا‬٩ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬
3
-
ٙ‫اٳش٘ب‬٩ ‫اد‬٪‫اٳط‬ ٚٔ٣ ٬ٜ‫ه‬ ‫ٰخ‬٤‫ج‬٠ٛ‫ا‬ ‫ثول‬ ٢‫ه‬ ‫اٷرظبٷد‬ ‫رـجٰٔبد‬
‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫فظبئض‬
‫ٰخ‬ٛ‫زب‬ٛ‫ا‬ ‫قظبئض‬ٛ‫ا‬ ٢ٟ ‫هلك‬ ‫اُٮ‬٪‫ر‬ ٢ٟ ‫ٷثل‬ ‫ِٰلح‬ٟ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ١٪٘‫ر‬ ‫٘ٮ‬ٛ
:
1
-
‫لٓخ‬ٛ‫ا‬
ACCURAY
‫هٰخ‬٪٤ٛ‫ا‬ ‫ب‬٤٧ ‫لٓخ‬ٛ‫ا‬ ‫ٮ‬٤‫رو‬ ‫ٓل‬٩
quality
‫بد‬ٟ٪ٜ‫و‬٠ٜٛ ‫غٰلح‬ٛ‫ا‬
٫‫اٳفو‬ ‫قبطٰخ‬ٛ‫ا‬ ‫ٮ‬٧٩ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫ٰخ‬٠ٗ ٚ‫ٯٔبث‬ ‫ب‬ٟ ٪٧٩
.
2
-
‫ٰٓذ‬٪‫ز‬ٛ‫ا‬
timdy
‫ب‬٨‫اٍزوعبه‬٩ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ٞ‫رٔلٯ‬٩ ‫بٍت‬٤٠ٛ‫ا‬ ‫ٰٓذ‬٪‫ز‬ٛ‫ا‬ ٦‫ث‬ ‫ٮ‬٤‫رو‬٩
‫َزِٰل‬٠ٛ‫ا‬ ٙ٪‫ؾظ‬ٜٛ ٦‫بٍج‬٤٠ٛ‫ا‬ ‫ٰخ‬٤ٟ‫ي‬ٛ‫ا‬ ‫ِزوح‬ٛ‫ا‬ ١‫ا‬٩ ‫ة‬٪ٜ‫ـ‬٠ٛ‫ا‬ ‫ٓذ‬٪ٛ‫ا‬ ‫ُٮ‬ ‫َزِٰل‬٠ٜٛ
‫ٰخ‬٠٧‫اٳ‬ ‫ًبٯخ‬ ‫ُٮ‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ٬ٜ‫ه‬ ‫وبطو‬٠ٛ‫ا‬
.

35. 3
-
‫ظٸؽٰخ‬ٛ‫ا‬
relerance
‫ن‬ٟ ‫غٰخ‬٨٤ٟ٩ ‫َزِٰل‬٠ٛ‫ا‬ ‫ٷؽزٰبعبد‬ ‫خ‬٠‫ٸئ‬ٟ ‫د‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫اما‬ ‫أ٭‬
‫ظؾٰؼ‬ٛ‫ا‬ ٦‫ع‬٪ٛ‫ا‬ ٬ٜ‫ه‬ ‫ب‬٧‫أكاء‬ ٦٤ٟ ‫ثخ‬٪ٜ‫ـ‬٠ٛ‫ا‬ ‫اعجبد‬٪ٛ‫ا‬٩ ٦٣‫وب‬ٜ‫رـ‬
،
4
-
ُٚ‫ز٘ب‬ٛ‫ا‬
completetn
٩‫أ‬
٦ٰٛ٪٠‫ش‬ٛ‫ا‬
comprenensigre
ٚٗ ٢ٰٟ‫رب‬ ‫ب‬٨‫ث‬ ‫ٮ‬٤‫و‬٣٩ ‫ت‬٣‫ا‬٪‫ع‬
‫هٰخ‬٪‫ػ‬٪٠ٛ‫ا‬ ٦‫ج‬٣‫ا‬٪‫ع‬ َٜ‫قز‬ٟ ‫رٌـٰخ‬٩ ‫َزِٰل‬٠ٛ‫ا‬٩ ‫جبؽش‬ٛ‫ا‬ ‫اؽزبعذ‬ ‫زٮ‬ٛ‫ا‬ ‫ت‬٣‫ا‬٪‫غ‬ٛ‫ا‬ ٥‫ن‬٧
.
5
-
‫ػ‬٪‫ػ‬٪ٛ‫ا‬
clarity
‫ًٰو‬ ‫ؾ‬ٜ‫ق‬ٛ‫ا‬٩ ٌ‫ج‬ٜٛ‫ا‬٩ ‫ع‬٪٠ٌٛ‫ا‬ ٢‫ه‬ ‫ثوٰلح‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ١٪٘‫ر‬ ١‫أ‬ ‫أ٭‬
٫‫أفو‬ ‫هبد‬٪‫ػ‬٪ٟ ‫ن‬ٟ ‫جوه‬٠ٛ‫ا‬
.
6
-
ْٰٔ‫زؾ‬ٜٛ ‫ٰخ‬ٜ‫ٓبث‬
cerifinbility
‫ِؾض‬ٛ‫ا‬٩ ‫واعوخ‬٠ٜٛ ‫خ‬ٜ‫ٓبث‬ ‫خ‬ٟ‫زٔل‬٠ٛ‫ا‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ١‫أ‬ ‫أ٭‬
‫ب‬٨‫ٓز‬٩٩ ‫ب‬٨‫طؾز‬ ٢ٟ ْٰٔ‫زؾ‬ٛ‫ا‬٩
.
‫ِخ‬ٜ‫قز‬٠ٛ‫ا‬ ‫خ‬٤ٟ‫اٱى‬ ‫هجو‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ر‬ ٚ‫واؽ‬ٟ
‫ب‬٨‫ربهٯق‬ ‫عٰب‬٪ٛ٪٤٘‫ر‬ ٢ٟ ‫هلٯلح‬ ‫ت‬٣‫ا‬٪‫ع‬ ‫ُٮ‬ ٚ‫ض‬٠‫رز‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ر‬ ٚ‫واؽ‬ٟ
.
‫ب‬٧‫غبى‬٣‫ا‬ ٩ ‫ب‬٨‫بر‬٣٪ٟ٘
.
‫بهٰخ‬٠‫اٷعز‬ ‫ب‬٧‫آصبه‬
.
‫اٷٓزظبك‬ ٩‫أ‬ ٰٜٞ‫زو‬ٛ‫ا‬ ‫ُٮ‬ ‫اء‬٪ٍ ‫ب‬٧‫اثوبك‬٩
(
‫زبط‬٣‫اٵ‬
)
‫ب‬٨‫ؿجٰوز‬ ٞ٨ِ‫ر‬٩ ‫َبؽٔخ‬ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ز‬ٛ‫ا‬ ٥‫ن‬٧ ٫‫ٌي‬ٟ ‫اٍزٰوبة‬ ١‫ا‬٩
٩‫أ‬ ٰٚ‫زِبط‬ٛ‫ا‬ ‫ت‬٤‫رغ‬ ‫لوح‬٣ ‫رغوٯل‬ ‫اٗضو‬ ‫لوح‬٤‫ث‬ ‫ب‬٨ٰٛ‫ا‬ ‫لو‬٤ٛ‫ا‬ ١٩‫ك‬ ‫ٯؤرٮ‬ ‫ٰيح‬٠‫ز‬٠ٛ‫ا‬
‫رجوى‬٩ ‫ب‬٧‫هاء‬٩ ٢٠٘‫ر‬ ‫زٮ‬ٛ‫ا‬ ‫هٯخ‬٪‫ظ‬٠ٛ‫ا‬٩ ‫هٯخ‬٪‫ؾ‬٠ٛ‫ا‬ ‫اٳُ٘به‬ ‫ض‬ٜ‫زَزق‬ٛ ‫ب‬٨‫ج‬٤‫رزغ‬
‫ن‬٠‫غز‬٠ٛ‫ا‬ ٩ ١‫َب‬٣‫ٲ‬ٛ ‫ب‬٨ٰٔٔ‫زؾ‬ٛ ٬‫رَو‬ ‫زٮ‬ٛ‫ا‬ ‫اٳٍبٍٰخ‬ ‫بد‬٨‫ع‬٪‫ز‬ٛ‫ا‬
.

36. .
‫وبطوح‬٠ٛ‫ا‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫ن‬٠‫غز‬ٟ ‫بد‬٠ٍ٩ ٰٞ٧‫ِب‬ٟ
.
‫اٍـخ‬٪‫ث‬ ‫غخ‬ٛ‫وب‬٠ٛ‫ا‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫ٰبد‬ٛ‫أ‬ ‫رؤٰل‬ ‫كهعخ‬٩ ٞ‫ؽغ‬ ‫ب‬٨ُٰ ٬٠٣ ‫زٮ‬ٛ‫ا‬ ‫ِزوح‬ٛ‫ا‬ ٚ‫ض‬٠‫ر‬ ‫ب‬٨٣‫ا‬
‫ٰلٯخ‬٨٠‫ر‬ ٚ‫واؽ‬ٟ ‫ُٮ‬ ‫و‬ٟ ‫وبطو‬٠ٛ‫ا‬ ‫ن‬٠‫غز‬٠ٛ‫ا‬ ١‫أ‬ ‫ٸؽق‬٣٩ ‫بد‬٠‫ل‬٤٠ٛ‫ا‬٩ ‫اٳُواك‬
‫هح‬٪‫ض‬ٛ
٬‫ؼ‬ٟ ١‫ٓو‬ ٢ٟ ‫اٗضو‬ ‫ثلأد‬ ‫زٮ‬ٛ‫ا‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬
‫ثخ‬٪‫٘ز‬٠ٛ‫ا‬ ‫ٌخ‬ٜٛ‫ا‬ ‫ى‬٩‫ثي‬ ‫رجوذ‬٩
‫ٮ‬ٜ‫ٯ‬ ‫ب‬٠ُٰ َٞ‫ٯز‬ ٦٣‫ُب‬ ‫وبطو‬٠ٛ‫ا‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫ن‬٠‫غز‬ٟ ‫ب‬ٟ‫أ‬ ‫م‬٪‫ـج‬٠ٛ‫ا‬ ‫٘زبة‬ٛ‫ا‬٩
:
1
)
‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫ِغبه‬٣‫ا‬
:
‫جشوٯخ‬ٛ‫ا‬ ‫ربهٯـ‬ ٚٗ ‫ُٮ‬ ‫زظ‬٣‫ا‬ ‫ب‬٠ٟ ‫ٰخ‬٠٧‫أ‬ ‫اٗضو‬ ‫روزجو‬ ‫وبطوح‬٠ٛ‫ا‬ ‫ؾٔجخ‬ٛ‫ا‬ ‫ُٮ‬ ‫زغخ‬٤٠ٛ‫ا‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬
‫وبطوح‬٠ٛ‫ا‬ ‫ؾٔجخ‬ٛ‫ا‬ ٞٛ‫وب‬ٟ ‫ػؼ‬٪‫ر‬ ‫زٮ‬ٛ‫ا‬ ٩ ‫بٓغ‬٤‫ٯز‬ ‫ٷ‬ ‫ولٷد‬٠‫ث‬ ‫رزياٯل‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ١‫أ‬ ‫ب‬٠ٗ
.
2
)
‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫ٰخ‬٠٧‫أ‬ ‫ىٯبكح‬
٦‫اع‬٪‫ٯ‬ ‫شبؽ‬٣ ‫أ٭‬ ‫عل‬٪‫ٯ‬ ‫ٷ‬٩، ‫أٍبٍٮ‬ ١٪٠ٟ٘٩ ٞ‫ل‬٤ٛ‫ا‬ ‫ُٮ‬ ٚ‫لف‬٠ٗ
‫اك‬٪٠ٛ‫ا‬٩ ٙ‫ب‬٠ٛ‫ا‬ ً‫ها‬٩ ٦ٛ‫ب‬٠‫و‬ٛ‫ا‬٩ ‫اٳهع‬ ٚ‫ؾ‬ٟ ‫ذ‬ٜ‫ؽ‬ ‫ب‬٨٣‫أ‬ ٚ‫ث‬ ‫بد‬ٟ٪ٜ‫و‬ٟ ٚ‫لف‬ٟ ١٩‫ثل‬ ١‫َب‬٣‫اٵ‬
‫بهبد‬٤‫ظ‬ٛ‫ا‬٩ ‫شـخ‬٣‫اٳ‬ ٚٗ ‫ُٮ‬ ٚ‫رزلف‬ ‫اطجؾذ‬٩ ‫ـبٓخ‬ٛ‫ا‬٩ ٝ‫قب‬ٛ‫ا‬
.
3
)
‫عٰخ‬٪ٛ٪٤٘‫ز‬ٛ‫ا‬ ‫جز٘واد‬٠ٛ‫ا‬ ‫ى‬٩‫ثي‬
‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫غخ‬ٛ‫وب‬ٟ ‫ُٮ‬
:
‫ُبئٔخ‬ ‫ٰخ‬٠ٓ‫ه‬ ‫ٰبد‬٤ٔ‫ر‬٩ ‫ٰبد‬ٛ‫أ‬٩ ٞ‫ل‬٣ ٢ٟ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ر‬ ‫ُٮ‬ ‫وبطوح‬٠ٛ‫ا‬ ‫هاد‬٪‫زـ‬ٛ‫ا‬ ٚ٠‫رش‬
‫ِخ‬ٜ‫قز‬٠ٛ‫ا‬ ‫ب‬٨‫اه‬٪٣‫ثب‬ ‫ٰخ‬٠ٓ‫و‬ٛ‫ا‬ ‫ٰخ‬ٛ‫اٷرظب‬ ‫شج٘بد‬ٛ٩‫ا‬ َ‫ار‬٪٨ٛ‫ا‬ ٩ ‫َت‬ٛ٪‫ؾ‬ٛ‫ا‬ ٢ٟ
.
4
)
‫بد‬٠‫ل‬٤٠ٛ‫ا‬٩ ‫وبد‬٠‫غز‬٠ٛ‫ا‬ ٪٠٣
‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ٬ٜ‫ه‬ ‫ٰخ‬ٜٗ ‫لح‬٠‫وز‬٠ٛ‫ا‬
‫ب‬٨ٛ ‫غبد‬ٛ‫وب‬ٟ ٚ‫ض‬٠‫ر‬ ‫أ٭‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ٬ٜ‫ه‬ ً
‫ب‬ٰٜٗ ‫لح‬٠‫وز‬٠ٛ‫ا‬ ‫وبد‬٠‫غز‬٠ٛ‫ا‬٩ ‫بد‬٠‫ل‬٤٠ٛ‫ا‬ ‫ه‬٪٨‫ك‬ ١‫ا‬
‫غلٯل‬ٛ‫ا‬ ‫اٱٓزظبك‬ ‫ضبثخ‬٠‫ث‬ ‫ووُخ‬٠ٛ‫ا‬ ٚ‫ض‬٠‫ر‬ ‫ؽٰش‬ ‫وبطو‬٠ٛ‫ا‬ ‫ن‬٠‫غز‬٠ٛ‫ا‬ ‫ب‬٨‫ث‬ َٞ‫ٯز‬ ‫وح‬٧‫كب‬ ‫أطجؾذ‬
.

37. ‫قٸطخ‬ٛ‫ا‬
‫اهك‬٪ٟ ‫روجئخ‬ ‫ُٮ‬ ً
‫ا‬‫ٰي‬٠‫ز‬ٟ ً‫ا‬‫ه‬٩‫ك‬ ‫رئك٭‬ ‫خ‬ٟ‫زٔل‬٠ٛ‫ا‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ر‬ ‫أطجؾذ‬
‫ب‬٨ٜ‫اع‬ ٢ٟ ‫زٮ‬ٛ‫ا‬ ٍ‫لا‬٧‫اٳ‬ ْٰٔ‫زؾ‬ٛ ‫ِٗبءح‬٩ ‫ٰخ‬ٜ‫ثِبه‬ ‫ب‬٨‫اكاهر‬٩ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫واٗي‬ٟ
‫شئذ‬٣‫أ‬
،
‫زبعٰخ‬٣‫ا‬ ‫ىٯبكح‬ ‫ُٮ‬ ‫ثبهى‬ ‫اصو‬ ‫بد‬ٟ٪ٜ‫و‬٠ٜٛ ٢ٰٟ‫َزقل‬٠ٛ‫ا‬ ‫ؽبعبد‬ ‫ُٰو‬٪‫ر‬ ‫ٮ‬٧٩
‫بد‬٠‫ل‬٤٠ٛ‫ا‬ ٬ُ ‫خ‬ٜٟ‫وب‬ٛ‫ا‬ ٫٪ٔٛ‫ا‬
.
‫واٗي‬ٟ ‫اٗضو‬ ‫ُٮ‬ ٝ٪ٰٛ‫ا‬ ‫شبئن‬ٛ‫ا‬ ٢ٟ ‫اطجؼ‬ ‫ٓل‬
‫ظٌو‬٠ٛ‫ا‬ ‫ٯو‬٪‫زظ‬ٛ‫ا‬٩ ‫زبط‬٣‫اٵ‬ ‫اهبكح‬٩ ‫َبؿ‬٤‫ثبٷٍز‬ ‫ب‬٨٤ٟ ٚ‫ٯزظ‬ ‫ب‬ٟ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬
‫ٰخ‬٠ٓ‫و‬ٛ‫ا‬ ‫اٷرظبٷد‬ ‫رـجٰٔبد‬٩ ‫اٷٍزوعبم‬٩ ٢‫زقيٯ‬ٛ‫ا‬ ‫ُٮ‬ ‫رو‬٪ٰ‫ج‬٠٘ٛ‫ا‬ ‫رـجٰٔبد‬٩
٩‫أ‬ ‫ٰخ‬ٜ‫ؾ‬٠ٛ‫ا‬ ‫رو‬٪ٰ‫ج‬٠٘ٛ‫ا‬ ‫شج٘بد‬ٛ‫ا‬ ٙ‫فٸ‬ ٢ٟ ‫اء‬٪ٍ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ٚٔ٣ ‫ُٮ‬ ‫ؾلٰخ‬ٜٛ‫ا‬
‫شبئوخ‬ ‫عٌواُٰخ‬ ‫َبُبد‬٠ٛ‫ا‬ ٬ٜ‫ه‬ ‫ٰخ‬٠ٛ‫وب‬ٛ‫ا‬
.
ٙ‫اكفب‬ ‫ِخ‬ٜ٘‫ر‬ ‫ٰخ‬ٜ‫ُبه‬ ٬ٜ‫ه‬ ١‫أٷ‬ ٬‫ؽز‬ ‫أؽل‬ َٜ‫ٯقز‬ ٞٛ ٦٣‫ا‬ ٬ٛ‫ا‬ ٖٛ‫م‬ ‫هعن‬ ‫ٓل‬٩
، ‫ٰخ‬ٟ‫ب‬٤ٛ‫ا‬ ٙ٩‫ل‬ٛ‫ا‬ ‫ُٮ‬ ‫ٰخ‬٠ٓ‫و‬ٛ‫ا‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫واٗي‬ٟ ‫ُٮ‬ ‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ‫عٰب‬٪ٛ٪٤٘‫ر‬
‫خ‬ٜ٠‫ع‬ ‫وبثل‬٠ٛ‫ا‬ ‫اؽل‬ ٬ٜ‫ه‬ ‫ث٘زبثخ‬ ٝ‫هب‬ َٛ‫ا‬ ‫ٍجوخ‬ ‫ن‬٤ٟ ١‫ظٰو‬٠ٛ‫ا‬ ‫بء‬ٟ‫ٔل‬ٛ‫ا‬ ٝ‫ٓلٓب‬ ‫نا‬ٛ
٬٧ ٩ ‫ٰخ‬٠ٛ‫وب‬ٛ‫ا‬ ‫وبد‬ٟ‫غب‬ٛ‫ا‬ ٬ُ ‫خ‬ٟ‫زٔل‬ٟ ‫برٰخ‬ٟ٪ٜ‫و‬ٟ ٝ٪ٜ‫ٗو‬ ٞٛ‫وب‬ٜٛ ٜٞ‫رو‬٩ ً‫رله‬
:
‫ح‬٪ٔٛ‫ا‬ ١٪٘‫ر‬ ‫ووُخ‬٠ٛ‫ا‬
.

38. ً‫ٰٔب‬ٛ‫ا‬٩ ‫اٷكاء‬ ‫وبٯٰو‬ٟ
-
‫اٳكاء‬ ‫اكاهح‬
‫اٷكاء‬
-
‫اكاهح‬
–
ٍ‫لا‬٧‫ا‬
-
‫وبٯٰو‬ٟ
ٌ٘‫و‬٤‫ٯ‬ ‫نا‬٧٩ ٚ‫ِو‬٣ ‫ب‬٠ٛ ً‫ٰٓب‬٩ ٞ‫ٯ‬٪ٔ‫ر‬ ‫ثٸ‬ ٚ٠‫و‬٣ ١‫اٷ‬ ٬‫ؽز‬ ‫ب‬٤ٛ‫ى‬ ‫ٷ‬
‫غؼ‬٤٣ ٬‫ؽز‬٩ ‫قــخ‬٠ٛ‫ا‬٩ ‫هخ‬٪‫ػ‬٪٠ٛ‫ا‬ ٍ‫لا‬٧‫اٷ‬ ْٰٔ‫رؾ‬ ٬ٜ‫ه‬ ‫جب‬ٍٜ
‫ووُخ‬٠ٛ ‫وبٯٰو‬ٟ ‫ػن‬٩٩ ً‫ٰٓب‬ ٢ٟ ‫ٷثل‬ ٦ٰٛ‫ا‬ ٪‫ظج‬٣ ‫ب‬ٟ ْٰٔ‫رؾ‬ ‫ُٮ‬
َ‫زووٯ‬ٛ ‫اػوخ‬٪‫ز‬ٟ ‫خ‬ٛ٩‫ؾب‬ٟ ٥‫ن‬٧٩ ‫قـخ‬ٛ‫ا‬ ‫ِن‬٤‫ر‬ ‫زٮ‬ٛ‫ا‬ ‫يح‬٨‫اٷع‬ ‫اكاء‬
٥‫وبٯٰو‬ٟ٩ ٦ُ‫ا‬ ‫ل‬٧‫ا‬ ‫رؾلٯل‬٩ ‫اٷكاء‬ ‫اكاهح‬
‫ٯخ‬٪٠٤‫ز‬ٛ‫ا‬ ‫َٰخ‬٠‫ق‬ٛ‫ا‬ ‫قـخ‬ٛ‫ا‬ ٍ‫لا‬٧‫ا‬
" :
‫خ‬ٜ‫ض‬ٟ‫أ‬
‫أُزواػٰخ‬
"
•
‫اهك‬٪٠ٜٛ ٚ‫ض‬ٟ‫اٷ‬ َٰ‫ك‬٪‫ز‬ٛ‫ا‬
.
‫بهٮ‬٠‫اٷعز‬ ٙ‫ب‬٠ٍ‫وا‬ٛ‫ا‬ ‫ُٮ‬ ‫به‬٠‫اٷٍزض‬
•
‫به‬٠‫اٷٍزض‬
١‫َب‬٣‫اٷ‬ ‫ُٮ‬
•
‫وفٰض‬ٛ‫ا‬٩ ‫بٍت‬٤٠ٛ‫ا‬ ٢َ٘ٛ‫ا‬ ‫ُٰو‬٪‫ر‬
•
‫ِٔو‬ٛ‫ا‬ ٢ٟ ‫ؾل‬ٛ‫ا‬
•
‫ٮ‬٤ٔ‫ز‬ٛ‫ا‬٩ ‫ٮ‬٠ٜ‫و‬ٛ‫ا‬ ‫جؾش‬ٛ‫ا‬ ٞ‫كه‬
•
‫خ‬ٟ‫َزلا‬٠ٛ‫ا‬ ‫ٰخ‬٠٤‫ز‬ٛ‫ا‬ ْٰٔ‫رؾ‬
•
‫ٰخ‬ٛ‫ؾب‬ٛ‫ا‬ ٚ٠‫و‬ٛ‫ا‬ ‫ح‬٪ٓ ‫رلهٯت‬٩ ٰٚ٧‫رؤ‬
•
ْٔ‫رؾ‬ ‫زٮ‬ٛ‫ا‬ ‫شبهٯن‬٠ٛ‫ا‬ ٬ٜ‫ه‬ ‫زوٰٗي‬ٛ‫ا‬
ٚ‫اُؼ‬ ٪٠٣ ‫ولٷد‬ٟ
•
ٝ‫َزلا‬ٟ ٪٠٣ ٙ‫ول‬ٟ ْٰٔ‫رؾ‬
7
%
•
ْٰٔ‫رؾ‬
1250
َٛ‫ا‬
ٚ٠‫ه‬ ‫ُوطخ‬
•
‫خ‬ٛ‫جـب‬ٛ‫ا‬ ‫َجخ‬٣ ‫رقِٰغ‬
٬ٍ‫ٰٔب‬ٛ‫ا‬ ٫٪‫َز‬٠ٛ‫ا‬ ٬ٛ‫ا‬
6
%
ٙ‫ب‬٠‫أع‬ ٢ٟ
‫خ‬ٛ٩‫ل‬ٛ‫ا‬ ٬ُ ‫خ‬ٜٟ‫وب‬ٛ‫ا‬ ‫جشوٯخ‬ٛ‫ا‬ ٫٪ٔٛ‫ا‬
.

39. ‫اٷكاء‬ ‫اكاهح‬ َ‫رووٯ‬
‫ب‬٨٣‫ا‬ ٬ٜ‫ه‬ ‫اٷكاء‬ ‫اكاهح‬ ٍ‫روو‬
ٙ‫رجن‬
‫بكُخ‬٨ٛ‫ا‬ ‫ك‬٪٨‫غ‬ٛ‫ا‬
‫ِخ‬ٜ‫قز‬٠ٛ‫ا‬ ‫شوٗبد‬ٛ‫ا‬٩ ‫ئٍَبد‬٠ٛ‫ا‬٩ ‫بد‬٠‫ل‬٤٠ٛ‫ا‬ ٚ‫ٓج‬ ٢ٟ
٦ٰ‫ع‬٪‫ر‬٩ ٰٞ‫ل‬٤‫ر‬٩ ‫زقـٰؾ‬ٛ
ٰٰٞٔ‫ر‬٩ ً‫ٰٓب‬٩
‫بهٮ‬٠‫غ‬ٛ‫ا‬٩ ‫ِوك٭‬ٛ‫ا‬ ‫اٷكاء‬
‫ٰن‬٠‫غ‬ٛ‫ا‬ ٬‫ٯَو‬ ٍ‫ل‬٨ٗ ‫خ‬ٛ٪‫ٔج‬ٟ٩ ‫اػؾخ‬٩ ٌٰ‫ٔبٯ‬ٟ٩ ‫وبٯٰو‬ٟ ‫ػن‬٩
.
•
‫خ‬٤ٰ‫و‬ٟ ٍ‫لا‬٧‫ا‬ ْٰٔ‫زؾ‬ٛ ٬‫رَو‬ ‫ئٍَخ‬ٟ ٩‫ا‬ ‫خ‬٠‫ل‬٤ٟ ‫أ٭‬ ١‫ا‬
•
‫ك‬٪٨‫ع‬ ٙ‫ثن‬٩ ‫شـخ‬٣‫ا‬ ‫ربكٯخ‬ ‫ٯغت‬ ٍ‫لا‬٧‫اٷ‬ ٥‫ن‬٧ ْٰٔ‫رؾ‬ ٚ‫اع‬ ٢ٟ
‫ٰيح‬٠‫ز‬ٟ ‫زبئظ‬٣ ٬ٛ‫ا‬ ٙ٪‫ط‬٪ٜٛ
•
١‫َب‬٣‫اٷ‬ ٢ٰ‫ث‬ ‫شزوٗب‬ٟ ٩‫ا‬ ‫طوُب‬ ‫ٰب‬٣‫َب‬٣‫ا‬ ١٪٘‫ٯ‬ ‫ٓل‬ ‫اٷكاء‬ ‫نا‬٧ ١‫ا‬
‫بكح‬٠ٛ‫ا‬٩ ١‫َب‬٣‫اٷ‬ ٢ٰ‫ث‬ ٩‫ا‬ ‫خ‬ٛ‫اٷ‬٩
‫شبهٗخ‬ٟ ٚ٘‫ثش‬ ‫ٌٰو‬ٛ‫ا‬ ٩ ‫ن‬٠‫غز‬٠ٛ‫ا‬٩
•
‫بكح‬٠ٛ‫ا‬ ٩‫ا‬ ‫خ‬ٛ‫اٷ‬ ٕ٪ٍٜ ٦ٰ‫ع‬٪‫ر‬ ‫ُٮ‬ ً‫اٷٍب‬ ٪٧ ‫جشو٭‬ٛ‫ا‬ ‫اٷكاء‬ ١‫ا‬
•
٦‫زبثوز‬ٟ٩ ٦٠ٰ‫ل‬٤‫ر‬٩ ‫اٷكاء‬ ‫رقـٰؾ‬ ‫ٰخ‬ٜ٠‫ثو‬ ٝ‫ٰٔب‬ٛ‫ا‬ ‫ه٭‬٩‫ؼو‬ٛ‫ا‬ ٢ٟ
ٍ‫لا‬٧‫ٸ‬ٛ ‫ِخ‬ٜ‫قز‬٠ٛ‫ا‬ ‫بد‬٧‫اٷرغب‬ ‫ُٮ‬ ٦ٰٜ‫ه‬ ‫َٰـوح‬ٛ‫ا‬ ‫واه‬٠‫ٷٍز‬ ٦٠ٰٰٔ‫ر‬٩

40. ‫اٷكاء‬ ‫اكاهح‬ َ‫رووٯ‬
•
٥‫ٯو‬٪‫رـ‬٩ ‫اٷكاء‬ ٍ‫ؾوا‬٣‫ا‬ ٬ٛ‫ا‬ ‫رئك٭‬ ٟٚ‫ا‬٪‫ه‬٩ ‫زٌٰواد‬ٟ ‫ب‬٠‫كائ‬ ٕ‫ب‬٤٧
‫هخ‬٪‫ػ‬٪٠ٛ‫ا‬ ٍ‫لا‬٧‫اٷ‬ ْٔ‫ٯؾ‬ ‫ب‬٠‫ث‬ ٥‫روشٰل‬٩ ٦٤َٰ‫رؾ‬٩
•
٦٤َٰ‫رؾ‬٩ ٥‫ٯو‬٪‫رـ‬٩ ‫اٷكاء‬ ٦ٰ‫ع‬٪‫ز‬ٛ ‫اكاهٯخ‬ ‫ٰخ‬ٛ‫ا‬ ‫اٯغبك‬ ‫ٯغت‬
٦ٍ‫ٰٓب‬٩
‫هخ‬٪‫ػ‬٪٠ٛ‫ا‬ ٍ‫لا‬٧‫اٷ‬ ْٔ‫ٯؾ‬ ‫ب‬٠‫ث‬ ٥‫روشٰل‬٩
•
‫ـبٓخ‬ٛ‫ا‬ ٬ٛ‫ا‬ ‫ٯشٰو‬ ‫ل‬٨‫غ‬ٛ‫ُب‬ ‫ل‬٨‫غ‬ٛ‫ا‬٩ ‫اٷكاء‬ ٢ٰ‫ث‬ ٚ‫رلاف‬ ‫ٯؾلس‬ ‫ٓل‬
‫خ‬ٛ٩‫جن‬٠ٛ‫ا‬
•
‫زبئظ‬٤ٛ‫ا‬ ً‫اٍب‬ ٬ٜ‫ه‬ ً‫ٯٔب‬ ‫اٷكاء‬
‫قــخ‬٠ٛ‫ا‬
‫ِوك‬ٛ‫ا‬ ‫ب‬٨ٔٔ‫ؽ‬ ‫زٮ‬ٛ‫ا‬
•
‫ٓل‬ ٦٤٘ٛ٩ ‫زبط‬٣ ‫اٷ‬٩ ٚ٠‫و‬ٜٛ ‫اٷٍزولاك‬ ‫ُٮ‬ ‫ٗجٰوا‬ ‫لا‬٨‫ع‬ ‫لٯو‬٠ٛ‫ا‬ ٙ‫ٯجن‬ ‫ٓل‬
١٪٘‫ٯ‬ ‫خ‬ٛ‫ؾب‬ٛ‫ا‬ ٥‫ن‬٧ ٚ‫ض‬ٟ ‫ُٮ‬٩ ٖٛ‫م‬ ‫ُٮ‬ ‫قِؼخ‬٤ٟ ‫كهعبد‬ ٬ٜ‫ه‬ ٚ‫ٯؾظ‬
ٝ‫ثول‬ ‫ب‬٤٧ ٙ‫ٯٔب‬ ١‫ا‬ ٢٘٠‫ٯ‬٩ ‫قِؼب‬٤ٟ ‫اٷكاء‬٩ ‫ٰب‬ٛ‫هب‬ ٙ٩‫جن‬٠ٛ‫ا‬ ‫ل‬٨‫غ‬ٛ‫ا‬
‫اٷكاهٯخ‬ ‫ٰخ‬٠٤‫ز‬ٛ‫ا‬ ‫ظ‬ٟ‫ثوا‬ ‫ٰخ‬ٜ‫ُبه‬٩ ٫٩‫عل‬

41. ‫اٷكاء‬ ‫اكاهح‬ ٍ‫لا‬٧‫ا‬
•
‫بد‬ٟ٪ٜ‫و‬٠ٛ‫ا‬ ٙ‫زجبك‬ٛ ‫ِوطخ‬ٛ‫ا‬ ‫اهـبء‬
‫ب‬٨‫ٰٓبكر‬٩ ‫اهك‬٪٠ٛ‫ا‬ ٥‫ن‬٧ ٢ٰ‫ث‬ ‫قجواد‬ٛ‫ا‬٩ ‫اٷهاء‬٩
•
‫جشوٯخ‬ٛ‫ا‬ ‫اهك‬٪٠ٛ‫ا‬ ‫اهشبك‬٩ ٦ٰ‫ع‬٪‫ثز‬ ٢ُٰ‫شو‬٠ٛ‫ا‬ ٝ‫ٰٓب‬ ‫ٰخ‬ٜ٠‫ه‬ ٰٚ٨َ‫ر‬
•
٢ٟ ‫عيء‬ ٬ٛ‫ا‬ ٙ٪‫ٯزؾ‬ ١‫ا‬ ٚ‫ٓج‬ ‫قبؿئ‬ٛ‫ا‬ ‫ٸكاء‬ٛ ‫و‬٠‫َز‬٠ٛ‫ا‬ ٞ‫ٯ‬٪ٔ‫ز‬ٛ‫ا‬
‫جشوٯخ‬ٛ‫ا‬ ‫اهك‬٪٠ٜٛ ٞ‫لائ‬ٛ‫ا‬ ٕ٪َٜٛ‫ا‬
•
‫اٷكاء‬ ٰٰٞٔ‫ر‬ ٝ٪٨ِٟ ٬ٜ‫ه‬ ‫ٔؼبء‬ٛ‫ا‬٩ ‫اٷكاء‬ ‫رظؾٰؼ‬ ٬ٜ‫ه‬ ‫زوٰٗي‬ٛ‫ا‬
‫ُٔؾ‬ ‫ؤبة‬ٛ‫ا‬٩ ‫اة‬٪‫ض‬ٛ‫ا‬ ‫غوك‬٠ٛ
•
‫ش٘ٸد‬٠ٛ‫ا‬ ٙ٪‫ؽ‬ ‫ع‬٩‫زِب‬ٜٛ ‫بٍت‬٤٠ٛ‫ا‬ ‫بؿ‬٤٠ٛ‫ا‬ ‫ُٰو‬٪‫ر‬
•
ٰٚ٨َ‫ر‬
٢‫َبهلٯ‬٠ٛ‫ا‬ ‫ٯغ‬٪ِ‫ر‬٩ ‫ٰٔبكاد‬ٛ‫ا‬ ‫افزٰبه‬ ‫ٰخ‬ٜ٠‫ه‬
ٞ‫ٯز‬ ٫‫ن‬ٛ‫ا‬٩
ٙ‫فٸ‬ ٢ٟ
‫ب‬٨ٰٜ‫ه‬ ‫ٯـوأ‬ ‫ب‬ٟ٩ ‫جشوٯخ‬ٛ‫ا‬ ‫اهك‬٪٠ٛ‫ا‬ ‫اكاء‬ ٢‫ه‬ ‫بد‬ٟ٪ٜ‫و‬ٟ ٝ‫لب‬٣ ‫ػن‬٩
‫رٌٰواد‬ ٢ٟ

42. ‫اٷكاء‬ ‫اكاهح‬ ‫بطو‬٤‫ه‬
•
٢٠‫ٯزؼ‬٩ ‫اٷكاء‬ ‫رقـٰؾ‬
:
-
1
ٍ‫لا‬٧‫اٷ‬ ‫رؾلٯل‬
-
2
‫ٮ‬ٛ‫ؾب‬ٛ‫ا‬ ‫اٷكاء‬ ٰٜٚ‫رؾ‬
-
3
‫اٷكاء‬ ‫رؾلٯل‬
‫ة‬٪ٜ‫ـ‬٠ٛ‫ا‬
-
4
‫وبٯٰو‬٠ٛ‫ا‬ ٰٜٚ‫رؾ‬
•
٢٠‫ٯزؼ‬٩ ‫اٷكاء‬ ٰٞ‫ل‬٤‫ر‬
-
1
ٝ‫ب‬٨٠ٛ‫ا‬٩ ‫ٰبد‬ٛ٩‫َئ‬٠ٛ‫ا‬
2
-
ٙ‫اٷرظب‬ ‫اد‬٪٤ٓ
-
3
٢ٰ٣‫ا‬٪ٔٛ‫ا‬٩ ‫ائؼ‬٪ٜٛ‫ا‬
•
٢٠‫ٯزؼ‬٩ ‫اٷكاء‬ ٦ٰ‫ع‬٪‫ر‬
1
‫اٷعواءاد‬ ‫رجَٰؾ‬
2
-
‫اٷهشبك‬
‫عٰخ‬٪‫ز‬ٛ‫ا‬ ٩
3
–
‫وَٰ٘خ‬ٛ‫ا‬ ‫زٌنٯخ‬ٛ‫ا‬
4
–
‫اٷفـبء‬ ٩ ‫ؾواُبد‬٣‫اٷ‬ ‫رظؾٰؼ‬
5
–
‫غبى‬٣‫اٷ‬٩ ٝ‫زٔل‬ٛ‫ا‬ ‫وؽلخ‬ٟ
•
٢٠‫ٯزؼ‬٩ ‫اٷكاء‬ ٰٰٞٔ‫ر‬
-
1
‫اٷكاء‬ ‫ُٮ‬ ‫ه‬٪‫ٔظ‬ٛ‫ا‬
-
‫ٔلهاد‬ٛ‫ا‬ ٩ ‫ِ٘بءاد‬ٛ‫ا‬ ٩ ‫بهاد‬٨٠ٛ‫ا‬ ٰٰٞٔ‫ار‬
-
3
-
‫بهاد‬٨٠ٛ‫ا‬
‫لُخ‬٨‫َز‬٠ٛ‫ا‬
_
4
-
٬ِٰ‫ك‬٪ٛ‫ا‬ ‫وػب‬ٛ‫ا‬٩ ‫خ‬ٛ‫اهلا‬ ْٰٔ‫رؾ‬
-
5
-
‫اٱكاء‬ ْٰ‫ص‬٪‫ر‬٩ ‫وآجخ‬ٟ
-
6
-
‫ٔواهاد‬ٛ‫ا‬ ‫أرقبم‬ ٬ٜ‫ه‬ ‫ٔلهح‬ٛ‫ا‬
7
-
‫ِو‬ٛ‫ا‬ ‫أكاء‬ ٢َٰ‫رؾ‬٩ ْٰٔ‫رؾ‬ ٬ٛ‫ا‬ ٙ٪‫ط‬٪ٛ‫ا‬

43. ‫اٷكاء‬ ‫وبٯٰو‬ٟ
ّ‫ؿو‬ ‫هلح‬ ٢ٟ ‫اػؾخ‬٩ ‫كٰٓٔخ‬ ‫اكاء‬ ‫وبٯٰو‬ٟ ‫ػن‬٩ ٞ‫ٯز‬
‫ب‬٨٠٧‫ا‬
:
•
‫اٷثلاهٮ‬ ‫زِٰ٘و‬ٛ‫ا‬٩ ‫ٮ‬٤٧‫ن‬ٛ‫ا‬ َ‫وظ‬ٛ‫ا‬ ‫خ‬٣‫رٔب‬ ٝ‫اٍزقلا‬
•
‫ب‬٨‫ثز‬٪‫طو‬ ‫كهعخ‬٩ ‫ب‬٨‫ٰز‬٠٧‫ا‬ ‫ؽَت‬ ‫ٯبد‬٪ٛ٩‫اٷ‬ ‫رورٰت‬
•
‫ٯبد‬٪ٛ٩‫اٷ‬ ٢٠‫ػ‬ ‫ٯبد‬٪ٛ٩‫ا‬ ‫ػن‬٩٩٩
•
ٝ‫ب‬٨٠ٛ‫ا‬ ‫طٰبًخ‬ ‫ُٮ‬ ‫ٰخ‬ٜ٠‫و‬ٛ‫ا‬٩ ‫ٓذ‬٪ٛ‫ا‬٩ ‫ٰخ‬٠٘ٛ‫ا‬٩ ‫كح‬٪‫غ‬ٛ‫ا‬ ‫بطو‬٤‫ه‬ ٝ‫اٍزقلا‬
‫ب‬٨ُٰ ‫ِٰن‬٤‫ز‬ٛ‫ا‬ ً‫ٰٓب‬ ّ‫ؿو‬ ‫رؾلٯل‬٩
•
‫ب‬٨‫ُبئلر‬ ٫‫ل‬ٟ ٰٰٞٔ‫ر‬ ٬ٜ‫ه‬ ٚ٠‫و‬ٛ‫ا‬٩ ‫خ‬ٟ‫َزقل‬٠ٛ‫ا‬ ‫َبثٔخ‬ٛ‫ا‬ ‫اٷكاء‬ ‫وبٯٰو‬ٟ ‫واعوخ‬ٟ
•
َ‫ٯظ‬ ‫قزظو‬ٟ ١‫ثٰب‬ ٬ٛ‫ا‬ ‫اٷكاء‬ ‫وٰبه‬ٟ ‫ٯشٰو‬٪٤‫لٯوٯ‬٠ٛ‫ا‬ ‫ن‬ٟ ‫وبٯٰو‬٠ٛ‫ا‬ ‫بٓشخ‬٤ٟ
‫ة‬٪ٜ‫ـ‬٠ٛ‫ا‬ ٦ٜ٠‫ه‬ ‫ٯئك٭‬ ‫ن٭‬ٛ‫ا‬ ‫لٯو‬٠ٛ‫ا‬ ‫ب‬٨ٰٛ‫ا‬ ٚ‫ٯظ‬ ١‫ا‬ ‫ٓن‬٪‫ٯز‬ ‫زٮ‬ٛ‫ا‬ ‫بئٰخ‬٨٤ٛ‫ا‬ ‫زٰغخ‬٤ٛ‫ا‬
‫لٯو‬٠ٛ‫ا‬ ٢ٰ‫ث‬ ٦ٰٜ‫ه‬ ِْ‫ز‬٠ٛ‫ا‬ ‫ٮ‬ٜ‫لاف‬ٛ‫ا‬ ١٪٣‫ٔب‬ٛ‫ا‬ ٩‫ا‬ ‫ه‬٪‫لٍز‬ٛ‫ا‬ ‫اٷكاء‬ ‫وبٯٰو‬ٟ ٚ‫ض‬٠‫ر‬٩
٬ٛ‫ا‬ ٙ٪‫ط‬٪ٛ‫ا‬ ٢ٟ ‫ب‬٨ٛ‫فٸ‬ ٢ٟ ‫ا‬٪٤٘٠‫ٯز‬ ‫زٮ‬ٛ‫ا‬ ‫ِٰٰ٘خ‬ٛ‫ا‬ ‫ػؼ‬٪‫ر‬ ٢ٰ‫ؽ‬ َ‫ك‬٪٠ٛ‫ا‬٩
‫اٷكاء‬ ‫ُٮ‬ ‫ه‬٪‫ٔظ‬ٛ‫ا‬ ٩‫ا‬ ‫اٷًواع‬ ٬ٜ‫ه‬ ‫ٓذ‬٪ٛ‫ا‬ ٌِ٣ ‫ُٮ‬ ٍ‫زوو‬ٛ‫ا‬٩ ‫اكاء‬ ٚ‫اُؼ‬
٦‫ص‬٩‫ؽل‬ ‫ه‬٪ُ ‫ة‬٪ٜ‫ـ‬٠ٛ‫ا‬

44. ‫اٷكاء‬ ٰٜٚ‫رؾ‬
َ‫ط‬٩ ٚ‫ٓج‬ ‫اٷكاء‬ ‫ء‬٪ٍ ‫اٍجبة‬ ٰٜٚ‫رؾ‬ ٬ٜ‫ه‬ ٝ٪ٔ‫ٯ‬ ‫اٷكاء‬ ٰٜٚ‫رؾ‬ ‫ة‬٪ٍٜ‫ا‬ ١‫ا‬
‫ب‬٠٧ ‫و‬ٟ‫اٷ‬ ‫نا‬٨ٛ ١‫ثب‬٪ٍٜ‫ا‬ ‫عل‬٪‫ٯ‬٩ ٙ٪ٜ‫ؾ‬ٛ‫ا‬
:
•
‫زشقٰظٮ‬ٛ‫ا‬ ‫وٸط‬ٛ‫ا‬ ‫ة‬٪ٍٜ‫ا‬
•
‫َوٯن‬ٛ‫ا‬ ‫وٸط‬ٛ‫ا‬ ‫ة‬٪ٍٜ‫ا‬
‫لٯو‬٠ٛ‫ثب‬ ‫ُو‬٪‫ٯز‬ ١‫ا‬ ‫ٯغت‬ ‫ٸكاء‬ٛ ‫بعؼ‬٤ٛ‫ا‬ ٰٜٚ‫زؾ‬ٛ‫ثب‬ ٝ‫ٰٔب‬ٛ‫ا‬ ‫لٯو‬٠ٛ‫ا‬ ‫ٯَزـٰن‬ ٬‫ؽز‬٩
‫ب‬٨٠٧‫ا‬ ‫شوؽ‬ ‫هلح‬
:
•
ْ‫ِوٯ‬ٛ‫ا‬ ‫ب‬٨‫ٯئكٯ‬ ‫زٮ‬ٛ‫ا‬ ‫ٰخ‬ٜ٠‫و‬ٛ‫ا‬ ‫ُٮ‬ ‫ٰخ‬ٛ‫هب‬ ‫ِٗبءح‬ ‫ما‬ ‫لٯو‬٠ٛ‫ا‬ ١٪٘‫ٯ‬ ١‫ا‬
•
ٞ٨‫و‬ٟ ‫ضٔخ‬ٛ‫ا‬ ‫بء‬٤‫ج‬ٛ ‫اٷُواك‬ ‫ن‬ٟ ٟٚ‫زوب‬ٛ‫ا‬ ‫بهاد‬٨ٟ ٖٜ‫ز‬٠‫ٯ‬ ١‫ا‬
•
‫ظلآٰخ‬٠ٛ‫ا‬٩ ‫ضٔخ‬ٛ‫ا‬ ْٜ‫ف‬
٪٠ٛ
ٚ‫اٷُؼ‬ ٚ‫ؾ‬ٛ‫ا‬ ٢‫ه‬ ‫جؾش‬ٛ‫ا‬ ‫خ‬٨‫اع‬
•
‫ٰخ‬٠ٰ‫ل‬٤‫ز‬ٛ‫ا‬ ‫ٔلهاد‬ٛ‫ا‬
•
‫لٯو‬٠ٜٛ ‫ٰٔبكٯخ‬ٛ‫ا‬ ‫ب‬ٟ‫٘بهٯي‬ٛ‫ا‬
•
٬ٜ‫ه‬ ‫ٔلهح‬ٛ‫ا‬
‫بٍجخ‬٤ٟ ٙ٪ٜ‫ؽ‬ ‫ػن‬٪ٛ ‫اٷثز٘به‬٩ ‫اٷثلام‬
•
‫بٍجخ‬٤٠ٛ‫ا‬ ‫شغبهخ‬ٛ‫ا‬
•
٢َٰ‫رؾ‬ ‫اد‬٪‫فـ‬ ‫اٷشٰبء‬ ‫رجظو‬ ٬ٜ‫ه‬ ‫ٔلهح‬ٛ‫ا‬
‫اٷكاء‬

45. •
‫هخ‬٪٠‫غ‬ٟ ‫ؿوػ‬ ‫ٯغت‬ ‫نا‬ٛ
‫خ‬٨‫اع‬٪٠ٜٛ ‫خ‬ٜ‫اٷٍئ‬ ٢ٟ
•
‫خ؟‬ٜ٘‫ش‬٠ٛ‫ا‬ ‫ب‬ٟ
•
‫خ؟؟‬ٜ٘‫ش‬٠ٛ‫ثب‬ ‫ورجؾ‬٠ٛ‫ا‬ ٢ٟ
•
‫؟؟؟‬ ١‫اٷ‬ ‫ٯغو٭‬ ‫ن٭‬ٛ‫ا‬ ‫ب‬ٟ
•
‫؟؟؟؟‬ ‫ٯؾلس‬ ١‫ا‬ ٥‫روٯل‬ ‫ن٭‬ٛ‫ا‬ ‫ب‬ٟ
•
‫؟؟؟؟؟‬ ‫اٷكاء‬ ‫ُٮ‬ ‫ه‬٪‫ٔظ‬ٛ‫ا‬ ‫زٰغخ‬٣ ‫ٮ‬٧‫ب‬ٟ
•
‫؟؟؟؟؟؟‬ ‫خ‬٤٘٠٠ٛ‫ا‬ ٙ٪ٜ‫ؾ‬ٛ‫ا‬٩ ‫اٷٍجبة‬ ‫ٮ‬٧ ‫ب‬ٟ
•
ٚ٠‫و‬ٛ‫ا‬ ‫فـخ‬ ‫ٮ‬٧ ‫ب‬ٟ
‫ب‬٧‫ٯو‬٪‫رـ‬٩
‫؟؟؟؟؟؟؟‬