You are on page 1of 43

2011-06-07

ICS: 03.100.30

1437

DRAFT

HELLENIC STANDARD

, ,

Administrative Secretariat - Tasks, competence, document management and information
technologies

!

. 26 2011.
.
/ . kkb@elot.gr
210 2120113 /(fax) 210 2283034

:
..

. 50, 121 33

1437

, 1437
, ,
.

.

2001
. ,
,
, , .
..
. 50, 121 33

1437

......................................................................................................................................................................... 3
1

- ...................................................................................................................... 4

.......................................................................................................................... 4

................................................................................................................................ 4

4
4.1
4.2

............................................................................................................... 8
........................................................................................................................ 8
........................................................................................................................................................... 10

5
5.1
5.2
5.3
5.4

.......................................................................................... 10
................................................................................................................................................. 10
................................................................................................................ 11
............................................................................................ 12
........................................................................................................................................................... 13

6
6.1
6.2
6.3
6.4
6.5
6.6
6.7
6.8

................................................................... 16
.................................................................................................................................................................... 16
..................................................................................................................................... 16
................................................................................................................................. 16
................................................................................................................................ 17
................................................................................................................................... 17
...................................................................... 17
................................................................................................................................. 20
.................................................................................................................................. 23

7
7.1
7.2
7.3

.......................................................................................................................................... 23
................................................................................................................................. 23
() ................................................................................................................ 23
..................................................................................... 24

8
8.1

......................................... 25
........................................................................................................................... 25

9
9.1
9.2
9.3
9.4
9.5
9.6
9.7

................................................................................ 28
.................................................................................................................................................................... 28
.......................................................................................................................... 28
......................................................................................................................................................... 28
/ ................................................................................................................. 28
.................................................................................................................................. 29
.............................................................................................................. 30
................................................................................................. 30

10
10.1
10.2
10.3

, .................................. 30
- Management Information Systems (M.I.S ) .................................. 30
- Decision -Support Systems (D.S.S) .............................................. 32
-Business Intelligence Systems (BIS) .............................................. 32

11
........................................................................................................... 34
11.1 ................................................................................................................... 34
11.2 ......................................................................................................... 35
1

1437

................................................................................................................................................................. 36
.................................................................................................... 36
................................................................................................................................................................ 39
.................................................................................................................................................. 39

1437



, ,

, .


, ,
,
.
:
)

EN ISO 9001:2008

EN ISO / IEC 17024:2003


ISO 15489 1:2001 1:

ISO 15489 2:2001 2: .

1437

, ,

1



.
, ,
( )

.

(, )
.

:
)

, , ,

, , (
)

, ,
.
. ,

. , .
ISO 9000:2005 .

ISO 9000:2005
:

3.1

1437

, ,
/

:

, .. , , ,
. .. ,
, ,
,
, , , .

3.2


1:

, ,
, .
, , ,
, ,
/
.
2: , .

3.3

,
: , / .

3.4

, ,
,

:

.
, .

1437

3.5

: ,
, ,
.

3.6

3.7


1: ) , )
, ) ,
, , )
.
2:

) , )

, ) ) , .. .

, .

3.8


.
1:

, ,


,
. ,
. ,
, , .

2:

, ,

ISO 9000 9001 .

3.9

1437

3.10

: .

3.11

: / .

3.12

:
, , , ,
, , .
.

3.13

3.14

3.15
, , o , ,

3.16

3.17

3.18
,
7

1437

3.19

4.1
4.1.1

.

.

.
, ,
,
,
.
:
)


, ,

,
,

,
)

, ,

/ .

4.1.2

, ,
:
)

,
, ,
/ ,

)
8

1437

,

, ,

4.1.3

:
)

/ ,

/ ,

,
,

4.1.4

:
)

,
,

/,

1437

4.2

,
:
)

, ,

, ,

)

, ,

, , ,

) ,

)

, -



, :
)

, , .

5
5.1

5.1.1

,
, ,
, , , .
,
:
)

, , , ,

)
10

1437

,

, , , , ,
.
5.1.2


:
)

, .. ,

, , , .

5.1.3

, ,
.
,
, , , .

5.2
5.2.1


,
, ,
.
5.2.2


. , ,
, , ,
, ,
.
5.2.3


, .

11

1437

:
)


.
5.2.4

,

.
, ,
-
,
.

5.3
5.3.1

:
)

- ,

)
)

12

5.3.2

1437

,
.
:
)

, ...

5.4
5.4.1


, ,
.
, ,
.
5.4.2

:
)

. ,
,
, , ,
, ,


( 4, 4.1 4.2 )

,
, , ,

, , , ,

.. ,

.. ,

.
13

1437

5.4.3

, ,
, , ,
, , .
,
, , , , , , ,
, ,
/, .
:
)
) , , ,
)
) . ,
, , , ,
, , , ,

)

, , , , , ,
, ,
.

, :
)

, , , ,
, ,

, ,

, , , , .

,
,
, .

, .

14

5.4.4

1437

, ,
.
:
)

, ,

5.4.5


, ,

.
:
)

:
)

, ,

15

1437

- .

6
6.1

:
)

6.2


/
, .
:
)

( )

6.3

16

1437

/
, , .

6.4

:
)

6.5

:
)

, ,

, , .

6.6
6.6.1

, 50
/.
( . 6/1988 ),
.

17

1437

, (),
(, , ..)
(www.omed.gr/files/codings/76 K53ROS).
92,
4.1, ,
, ,
, .

51, 52, 65, 66 72. ( ..,

.3., 3.1. . 20 21

).

6.6.2

, :
)

)
)

,
, ,
, ,
, , .
6.6.3
6.6.3.1


. /o ,
, o .
/o ,
, ,
.
18

6.6.3.2

1437

/o :
)

,
(Swot analysis)

, (Benchmarking
analysis)

(Outsourcing
analysis)

/ ,
,

(), /,
, , , ,

...
6.6.3.3

/o :
)

, ,


, ,
,

- ,

, ,

, ,
, ,

, , , ,
,

.
)

,
, , ,

, ,
.

19

1437

, ,
,

, , , ,
, ,


, ,
, ,

, .

6.7
6.7.1

:
)

6.7.2

:
)

, /

6.7.3

,
, :
)

( ), ,
,

20

1437

, , ,

6.7.4

:
)

6.7.5

,
, :
)

, , ...

, , , ,
(, ..)

6.7.6

:
)

21

1437

, ,
/

6.7.7

, , ,
, , /
/ , :
)

, :
) , , - -
) , , , ,
) , , ,

, :
)

, , ,

,
)

, , , ,

, , , ,
, , , , , ,

)

,
, :
) , ,
) , ,
) ,
) , /

) , ,
) , .
(: -. 3879/2010,
, , 2011)

22

6.8

1437

, (
)
- .
:
)

,
-

,
,

2
/ ( .. 50).

7
7.1

, , :
)

,
.

7.2

()

.
ISO 15489-1: 2001.
:

23

1437

, ,
, ,

/ ,

.
)

:
)

,
ISO 9000

)
.

:
)

, :
1.

2.

3.

4.

5.

, :
1.

2.

3.

4.

5.

6.

, ,
:
)

, ,
, , , .

7.3


:
. : :
1. .
24

1437

2. .
3. .
,
,
, , ,
,

.
. :

,
.
,


.
. :
.
, ,

.
.
. : , ,
. ,
,
. ,
, .
, (.. 150/2001
125 /2001).

8
8.1

.
:

25

1437

: /
, , .

: /
/ / ,
, .
/, , /
/ /.
, .

: / ,
/
, / ,
/ ,
,
/
.

: / /
/ /.

/ ,
, , ,

. ,
.
, /,
,

/, , ,
.
)

: /
.
,
,
/.

) : /
/, ,
. / / ,
, , ,
, , /,
, / .
, ,
26

1437

, ,
/
.
.
)

/ ,

.
, /
/ ,
, / / .
)

,
, ,
.
/,
,
.
)

: /
, , , ,
,

/
.
, /,
. , ,
/ /, ,

.
)

: / /
, , ,
,

, , / /,
, , ,
,
.

27

1437

9
9.1


, , (Code of
Ethical and Business Standards for Outsourcing Professionals)
( International Association of Outsourcing Professionals IAOP ), ,
.

9.2

.
,
,
.
,
. -
,
.

9.3


.
, ,
.
, ,
, , ,
.
, , ,
.

9.4

:
)

,
, ,

,
,

28

1437

,
,

)

, , :
, , , , , , ,
. ,

.

,
,

,
,

,
,
.

9.5


,
.
:
)

29

1437

, , ,

,
,

, ,

/ .

9.6


, .
:
)

, ,

, ,
,

,
-


, .

9.7

,
,
(International Association of
Outsourcing Professionals - I.A.O.P).

10 ,
10.1 - Management Information Systems (M.I.S )
10.1.1 M.I.S
MIS :

30

1437

)
)

10.1.2 M.I.S
MIS :
)

Web Browsers.

10.1.3 M.I.S
MIS :
)

, , , ,
, , , email & fax.


formats

10.1.4 M.I.S
MIS :
)


, / & .

10.1.5 M.I.S
M.I.S,
:
)



31

1437


, web
browser

,
,
.

10.2 (Decision Support Systems - DSS)



.

/


.
:
)

M.I.S

/ .

:
)

10.3 (Business Intelligence Systems - BIS)


M.I.S
.

.

32

1437


. , ,
, ,
.
, , , .
.
.
, , , ,
.
,
.
, ,
,
, .
, ,
.
, ,
.

,
.
, ,
,
:
)

(Know What),

(Know Why),

(Know How),

(Know Who),
.

:
)

(, ,
, , , , , , ,
, , ,
)



33

1437

,
, ,
,
, , , , ..

11
11.1

:
)


:
)

, ,
, ,
/ .

:
)


, .

34

1437

11.2
( )
, .
,
, ,
.

.
, :
)

,
,

, ,

(, , , ..),

, ,

,

.

35

1437



.
1

.. 342/. 284/22.11. 2002

, . . . . . . .

. 248/71 . .

603/16. 5. 2002

. .. 150/. 125/25.6.2001

99/93/

.

. www.ebusinessforum.gr

-2
( ).
.

http://www.eett.gr/gr_pages/telec/eSign/IntroEsign.htm

....
. , 1995.
.

..

.
.

. 2867/. . 273/19.12.2000

. 2774/. . 287/22.12. 1999

. 2672/. . 290/1998

(
)

36

1437

www.ebusinessforum.gr

.
8.7.4,
8.7.4.1., (.71)
8.7.4.2., (. 72).

.
1

. 2846/. . 229/23.10.2000

, ,
.

. 2819/. . 84/15.3.2000
. 50/10.4.1997)

(. 2472/.

/
(www.dpa.gr).
3

.. 397/. . 221/19.12.1994

. 1946/. . 69/14.5.1991

.. 480/. . 173/14.10.1985

... , ....
.

.. 1258/. . 369/1981

,
,
(...)
( ,
).

.. 87/. . 27/3.2.1981


....

.. 81/. . 7/1981

10

. 768/. . 186/18.8.1980

....

11

.. 162/. . 42/6.3.1979

37

1437

12

. 20118/29501/1176


. 1319/30.8.2004
.. 1196/.. 109/5.7.1972
.. 750/. . 217/8.12.1972
44 .../3 1977
.. 351/. . 145/1977
.. 162/. . 42/6.3.1979
. 1040/. . 76/3.4.1980
.. 356/. . 157/10.10.1986
.. 128/. . 86/21.4.1986
. 1599/. . 75/10-11. 6.1986

13

/ .

. .
1646/1991
.
. &

- -

-
. /1/22123/18.10.2001, . /1/22122/18.10.2001

14.

. 3844 63 A 2010


2006/123

38

1437



.
1.

2.

.
ISO 9001:2008 - ,
.
ISO 9000: 2005 -
.
1429:2008
v.
ISO 10002:2004 -

DANIEL GOLEMAN, i.) : E.Q


,

I.Q, -

ii.) ,
, 1999.
3.

. , : - , 2005

4.

. . , - , 2003.

5.

R. HEATH, - .

6.

. , - , 1999.

7.

. , - , 1998.

8.

P. MONTANA, B. CHARNOV, - , 2005.

9.

E. TIERNEY, 101 - , 2002.

10.

G. MORGAN, - , 2000.

11.

HARVARD BUSINESS REVIEW, - , 2002.

12.

. , INNOREGIO:

.

13.

TILTON, JACKSON, RIGBY, : - , 2003.

14.

. . , PhD in Industrial Psychology, / & SHL


( )

15.

DR. . , : PEST SWOT, , 2005

16.

J. ELLIS, - ...

17.

A. WESLEY, : , , 2005

18.

A. PEASE, , - , 1999

19.

, FLORENCE NICOLAS JACQUES REPUSSARD,

20.



URENIO, 1.1., 2002

39

1437

21.

E- BUSINESS FORYM (www.ebusinessforum.gr),


1. 5 OUTSOURCING , , 2003
2. .2
, 2004
3. , , 2005
4. .2 3 ( 3 G ), 2006.
5. ..2. , , 2008.

22.


, , 2003 2004

23.

24.

. , ,
, , 2005

25.

/
EQUAL:
- -, ,
- -.
(CALL CENTERS),
.

26.

....:
, , , 2005



.

.. 398/ ./.. 221/19.12.1994.

27.

. , . . , . . , A RISK MANAGEMENT STANDARD, JUNE 22 2007


VERSION

www.theirm.org

28.
- http://osha.europa.eu/topicks/riskassessment
- http://sme.osha.europa.eu/products/stress at work
- http://hw.osha.europa.eu

29.

. . ,
& INTERACTIVE BOOKS, 2008

30.

. ,
, , 2003

31.


( ), ,
/.

32.

( ISO 9001/2000 ISO/IEC 17024/2009) 06


ACTA (Aristotle Certification Training & Assessment),
, CERTIFIED SECRETARIES MANAGEMENT ASSISTANT ( www.acta.edu.gr )

34.

,
, , 2011 ( . 3879/2010 )

40

ISO 15489 -1/2001

1437

.
1.

A. P. CARNEVALE ET ALL., WORKPLACE BASICS: THE SKILLS EMPLOYERS WANT, U.S. Department Of Labor
Employment and Training, - ADMINISTRATION, 1989. (
).

2.

MIHALYI CSIKSZENTMIHALYI, FLOW., THE PSYCHOLOGY OF OPTIMAL EXPERIENCE N. YORK, HARPER AND
ROW, 1990. ( ).

3.

R. K. WAGNER AND R. J. STEMBER, PRACTICAL INTELLIGENCE IN REAL WORLD PURSUITS: THE ROLE OF TACIT
KNOWLEDGE, JOURNAL OF PERSONALITY AND SOCIAL PSYCHOLOGY, 1985 (
).

4.

NICKLOS FRED, CHANGE MANAGEMENT: A PRIMER http:/home.att.net

5.

E. ABRAHAMSON, CHANGE WITHOUT PAIN: HOW MANAGERS CAN OVERCOME INITIATIVE OVERLOAD,
ORGANIZATIONAL CHAOS, AND EMPLOYEE BURNOUT, HARVARD BUSINESS SCHOOL PRESS, 2004.

6.

CHRIS ARGYRIS AND S.A. SCHON, THEORY IN PRACTICE:


FRANCISCO, 1974.

7.

R. BOYATZIS, THE COMPETENT MANAGER: A MODEL FOR EFFECTIVE PERFORMANCE, N. YORK, J. WILEY AND
SONS, 1982.

8.

INCREASING PROFESSIONAL EFFECTIVENESS, S.

- http://www.euan.org/
- http://www.european archival.net/
- http://www.comnet.mt/irmt/
- http://www.records.nsw.gov.au/rk/rmprog/rmprog03.htm
- http://www.library.yorku.ca/depts/asc/aims/aims.htm

41

You might also like