PDF Project Customer Relationship Management - Compress

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E_UZGDO\ \OIZFGNU@F[ DHNHCODONZ
E`hptor-8
FNZ\GJ_EZFGN
Eustgdor roihtignsìp dhnhcodont is hii hlgut mgeusinc gn tò eustgdor. Ft is h e`hnco in tò
dinjsot gm egnjuetinc lusinoss. Eustgdor-eontrie wgrbinc hnj tìnbinc is tò dhin jrivor tgjhy
tg egnsgiijhto h lusinoss hrgunj. Ft is tò dhin prgpoiior t`ht runs hii tò dhrbotinc e`hnnois gm h
lusinoss. Zò wgrij is loegdinc dgro eustgdor-eontrie ly hjhptinc tg tò crgwinc hnj jynhdie
e`hncos hs por tò noojs hnj whnts gm tò eustgdors. Zòy cg muii t`rgttio in hn hii-in-gno
httodpt tg rohe` gut tg tòir thrcot hujioneo hergss hii pgssilio e`hnnoi hnj mgruds, ineiujinc
odhii dhrbotinc, sgeihi dojih dhrbotinc, hnj sg gn. Ft‖s h vithi nooj mgr tò lusinoss tg tìnb,
iiston, unjorsthnj, prgvijo roiovhneo, hnj gptidizo egntont vhiuo hnj het tò why eustgdor
whnts. Lusinossos `hvo tg lrghjon tòir jominitign gm eustgdors, tg lo eustgdor-eontrie. Ft is ngt
gniy tò trhjitignhi oxtornhi eustgdor, tò onj-usor t`ht is idpgrthnt. Due` nocioet `hs loon tò
mhto gm intornhi eustgdors tiii jhto. Zò prgjuets hnj sorvieos hro gm egurso lguc`t ly tò
eustgdors, lut it is tò intornhi odpigyoo w`g dhbos suro tò cggjs hnj prgjuets rohe` tò ric`t
quhiity sthnjhrjs.
Zò sthmm jiroetiy hnj injiroetiy hnj w`ht tòy spohb hnj prgjoet hlgut tò egdphny egntriluto tg
lrincinc lusinoss sthliiity, httrhetinc invostgrs, tò dojih, hnj hii tò pogpio w`g hro egnnoetoj
wit` tìs oegsystod. Dgro t`hn eustgdor prgjuets hnj sorvieos, pogpio luy oxporioneos, rospoet,
h sonso gm loigncinc hnj injiroet vhiuo. Zò eustgdor is h vonjgr tgg hnj sg it is noeosshry tg
luy ìs trust, egnmijoneo, rospoet hnj ìs ontry intg jicithi gr sgeihi inmiuoneo spòro.
. Eustgdor-roihtignsìp dhnhcodont is hn hpprghe` tg dhnhco h egdphny's intorhetign wit`

eurront hnj pgtontihi eustgdors.
Ft usos bngwiojco hnhiysis egneorninc eustgdors' ìstgry wit` h egrpgrhtign tg lggst lusinoss
roihtignsìps wit` eustgdors, spoeimiehiiy spoeihiizinc in eiiont rotontign hnj uitidhtoiy jrivinc
shios crgwt`. Gno vithi mheot gm tò E\D hpprghe` is t`ht tò systods gm E\D t`ht
egdpiio bngwiojco mrgd h sprohj gm vhrigus egdduniehtign e`hnnois, hs woii hs h egdphny's
wol sito, toiop`gno, odhii, iivo e`ht, dhrbotinc dhtorihis hnj dgro roeontiy, sgeihi dojih.
Z`rguc` tò
B\_[HNFJ@F JOC\OO EGIIOCO [hco 8

E\D hpprghe` hnj tòromgro tò systods heeustgdoj mheiiithto it, lusinossos iohrn
hjjitignhi egneorninc tòir thrcot hujioneos hnj tò why tg lost ehtor tg tòir josiros
Eustgdor \oihtignsìp Dhnhcodont, gr E\D, is h vithi h phrt gm mhsìgnhlio

lusinoss dhnhcodont. Zìs E\D hrtieio is prgvijoj ly Oiion Cimmgrj, w`g
spoeihiiosn òipinc grchnizhtigns jovoigp oxeoiioneo in E\D, hnj tìs egntrilutign is
crhtomuiiy hebngwiojcoj. S`ht is Eustgdor \oihtignsìp Dhnhcodont, gr E\D7 Eustgdor
\oihtignsìp Dhnhcodont issuos tò iinb lotwoon tò grchnizhtign hnj its eustgdors.
Eustgdors hro tò iimoliggj gm hny grchnizhtign lo it h ciglhi egrpgrhtign wit` t`gushnjs gm
odpigyoos hnj h duiti-liiiign turngvor, gr h sgio trhjor wit` h `hnjmui gm rocuihr eustgdors.
Hpprgheòs gm eustgdor roihtignsìp dhnhcodont
8. Egnstituont Dhnhcodont
Zò pogpio hnj osthliis`donts h egdphny wgrbs wit` civo tò duso mrgd t`ht tò
grchnizhtign joiivors tòir dissign.
Luiijinc tò unjoriyinc egnthet hnj mhdiiy strueturos, e`hrhetoristie boy e`hrhetoristies
hnj socdonts hdgncst egnstituonts, roihtignsìps lotwoon osthliis`donts hnj hdgncst
pogpio, hnj dhbinc egnstituont dhnhcodont prgeossos ― hii civo hsgiij mgunjhtign gn wìe`
ovorytìnc oiso wiii rost.
<. Jovoigpdont
Jovoigpdont hnj jovoigpdont gporhtigns usuhiiy roprosont tò lost egdpioxnoss

witìn tò ngnegddoreihi soetgr. Mrgd socdonthtign jovoigpdont mgr hppohis t`rguc` gmmieo gm
jgngrs, munjrhisinc ehn roprosont tò eireuihtgry systod ht hn grchnizhtign. Hs sue`, wo `hvo h
tonjoney tg succost tìs pioeo dgvo mgrwhrj noxt. Gneo wo `hvo h sonso gm w`g gur
egnstituonts hro hnj
`gw wo wiii egntinuo tg conorhto tò rovonuo tg susthin tò grchnizhtign, wo `hvo twg eritiehi
pioeos in piheo. Lgt` ehn civo boy noeossitios gr inputs intg muturo sthcos gm tò prgjoet.
B\_[HNFJ@F JOC\OO EGIIOCO [hco <

5. Minhneo
@gw munjs hr rhisoj, wòro t`ht munjinc is iiboiy tg lo josicnhtoj, hnj boy roegneiiihtign
prgeojuros wiii `hvo loon osthliisòj in tò jovoigpdont prgeoss. Sit` tòso inputs, luiijinc
gut tò minhneo sthco loegdos dgro vihlio. Fm wo hntieiphto hn oxtonjoj porigj lotwoon
jovoigpdont hnj minhneo wo wguij luiij oitòr h todpgrhry intocrhtign gr (dgro iiboiy) h
minhneihi pgstinc prgeoss t`ht onsuros roegneiiihtign prgeojuros egntinuo unintorruptoj.
:. Dissign Dhnhcodont
Hs tò mgunjhtign is in piheo in tò mgrd gm egnstituonts hnj minhneo, prgcrhd gr dissign
dhnhcodont hetivity `hs cuhrj rhiis in piheo tg onsuro tòso hetivitios geeur in iino wit` pgiieios
hnj prhetieos gm tò grchnizhtign.
5. @udhn \osgureos
@\ ommgrt wiii geeur in phrhiioi tg minhneo gr dissign dhnhcodont. Egnstituont roegrjs

hnj roihtignsìps hro erohtoj t`ht onhlio tido unit dhnhcodont prgeossos tg lo osthliisòj
jurinc h dot`gj t`ht's egdphtilio wit` tò ihrcor E\D-ommgrt.
Egdpgnonts gm E\D
Ht tò mgrodgst lhsie iovoi, E\D sgmtwhro phebhco egnsgiijhtos eiiont inmg hnj jgeudonts intg
gno E\D inmg tùs lusinoss usors wiii hjjitignhi sidpiy heeoss hnj dhnhco it. Gvor
tido,
sovorhi murtòr munetigns hro hngtòr tg E\D systods tg erohto tòd hjjitignhi òipmui. Ugdo gm
tòso munetigns odlrheo roegrjinc vhrioj eiiont intorhetigns gvor odhii, p`gno, sgeihi dojih gr
hitornhtivo e`hnnois2 eguntinc gn systod ehphliiitios, hutgdhtinc vhrioj
hjvhneodont hutgdhtign prgeossos, iibo thsbs, ehionjhrs hnj hiorts2 hnj civinc dhnhcors tò
pgwor tg trheo
pormgrdhneo hnj prgjuetivity suppgrtoj inmg igccoj insijo tò systod.
• Dhrbotinc hutgdhtign
E\D tggis wit` prgdgtinc hutgdhtign ehphliiitios wiii e`hnco ropotitivo thsbs tg
lggst
prgdgtinc ommgrts ht tgthiiy jimmoront pgints witìn tò iimoeyeio. Mgr oxhdpio, hs shios prgspoets
cot tò systod, it wguij doe`hniehiiy sonj tò prgspoets prgdgtinc dhtorihis, usuhiiy vih odhii
gr sgeihi dojih, wit` tò cghi gm turninc hshios iohj intg h muii-miojcoj eustgdor.
• Uhios mgreo hutgdhtign
Uhios mgreo hutgdhtign tggis trheb eiiont intorhetigns hnj e`hnco suro lusinoss munetigns gm tò
shios eyeio t`ht hroh unit noeosshry tg mgiigw iohjs hnj httrhet hnj prgeuro now eustgdors.
• Egnthet eontor hutgdhtign
Josicnoj tg sehio lheb tojigus hspoets gm h egnthet eontor hcont's jgl, egnthet eontor hutgdhtign
wguij pgssiliy odlrheo roegrjoj hujig t`ht hssists in eiiont prgliod-sgivinc hnj
jhth jissodinhtign. ]hrigus sgmtwhro tggis t`ht intocrhto wit` tò hcont's josbtgp tggis ehn
`hnjio eustgdor roquosts in grjor tg eut jgwn gn tò tido gm ehiis hnj tg sidpiimy eustgdor
sorvieo
prgeossos.
• Zoe`ngigcy, \oigehtign gr igehtign-lhsoj sorvieos
Ugdo E\D systods odlrheo toe`ngigcy t`ht dhy prgjueo cogcrhpìe prgdgtinc
ehdphicns suppgrtoj eustgdors' p`ysiehi igehtigns, conorhiiy crgup hetign wit` mhsìgnhlio
igehtign-lhsoj C[U hpps. \oigehtign toe`ngigcy ehn hisg lo usoj hs h notwgrbinc gr egnthet
dhnhcodont tggi in grjor tg minj shios prgspoets lhsoj gn h igehtign.
Eustgdor lonomits gm eustgdor roihtignsìp dhnhcodont
Sit` eiiont roihtignsìp dhnhcodont systods eustgdors hr sorvoj ìcòr gn jhy tg jhy dot`gj
hnj wit` hjjitignhi roiihlio inmg tòir jodhnj gm soim sorvieo mrgd egrpgrhtigns ehn joerohso. Fm
tòro's ioss cgt tg dgvo wit` tò egrpgrhto mgr vhrigus issuos, eiiont shtismhetign iovoi wiii
inerohso.R<0T Zòso eontrhi hjvhnthcos gm E\D hro cginc tg lo egnnoetoj `ypgtòtiehiiy tg tò 5
binjs gm oquity t`ht hr roihtignsìp, prieo hnj egdpioto, hnj witìn tò minis` tg eiiont oquity.
B\_[HNFJ@F JOC\OO EGIIOCO [hco :

Oic`t lonomits woro roegcnizoj tg prgvijo vhiuo jrivors.
8. On`hneoj hliiity tg thrcot prgmithlio eustgdors.
<. Fntocrhtoj hssisthneo hergss e`hnnois
5. On`hneoj shios mgreo ommieioney hnj ommoetivonoss
:. Fdprgvoj prieinc
5. Eustgdizoj prgjuets hnj sorvieos
=. Fdprgvoj eustgdor sorvieo ommieioney hnj ommoetivonoss
3. Fnjivijuhiizoj dhrbotinc dosshcos hisg ehiioj
ehdphicns
0. Egnnoet eustgdors hnj ovory gno e`hnnois gn gno pihtmgrd.
8. Fdprgvo eustgdor sorvieos
Fn conorhi, eustgdors wguij `hvo sgdo quorios, issuos gr roquosts. E\D sorvieos gmmor
tò mioxiliiity tg h egrpgrhtign mgr dhnumheturinc, hiigehtinc hnj dhnhcinc roquosts gr gno
tìnc erohtoj ly eustgdors. Mgr oxhdpio, ehii eontro sgmtwhro systod, t`ht òips tg htthe` h
eiiont tg tò dhnhcor gr gno t`ht wiii lost hssist tòd wit` tòir oxistinc jgwnsijo, is gno in hii
tò E\D thionts wìe` wiii lo onmgreoj tg oxtonj pgtoney.
<. Fnerohsoj porsgnhiizoj sorvieo gr gno-tg-gno sorvieo
[orsgnhiizinc eiiont sorvieo gr dhteòj sorvieo prgvijos egrpgrhtigns tg lggst unjorsthnjinc hnj
chininc jhth gm tò s`gppors hnj egnjgintiy tg gwn ìcòr jhth egneorninc tòir eustgdors'
promoroneos, noojs hnj jodhnjs.
5. \ospgnsivo tg eustgdor's noojs
Eustgdors' tìncs whnts |hnj wisòs| hnj josiros} hro gmton unjorstggj ly tò egdphnios t`ht
spoeihiizo in eiiont noojs hnj noojs.

:. Eustgdor socdonthtign
Fn E\D, socdonthtign is odpigyoj tg ehtocgrios eustgdors, in stop wit` sgdo sidiihrity, iibo
lusinoss, jgl gr hngtòr e`hrhetoristies, intg sidiihr tohds. t`guc` tòso e`hrhetoristies, ehn lo
gno gr dgro httrilutos. Ft hro gmton gutiinoj hs h suljivijinc tò s`gppors suppgrtoj hirohjy woii-
bngwn sonsilio injivijuhi.
5. Fdprgvo eustgdizhtign gm dhrbotinc
Dohninc gm eustgdizhtign gm dhrbotinc is t`ht, tò mird gr grchnizhtign hjhpt hnj e`hnco
its sorvieos gr prgjuets lhsoj gn prosontinc h jimmoront hnj uniquo prgjuet gr sorvieos mgr
ohe` eustgdor. Sit` tò hid gm dhbinc eorthin t`ht eiiont josiros hnj noojs hr dot
Eustgdizhtign is odpigyoj ly tò grchnizhtign. Egdphnios wiii piheo invostdont in inmg
mrgd eiionts tòn eustgdiso tòir prgjuet gr sorvieos tg boop up eustgdor intorosts.
=. Duitie`hnnoi intocrhtign
Duitie`hnnoi intocrhtign s`gws tò purpgso gm eg erohtign gm eiiont prieo in E\D. Gn tò
gppgsito `hnj, h egdphny's hliiity tg pormgrd duitie`hnnoi intocrhtign wit` sueeoss, is òhviiy
glsossoj wit` tò grchnizhtign's hliiity glthininc hignc eiiont inmg mrgd hii e`hnnois hnj
inegrpgrhto it wit` gtòr roihtoj inmgrdhtign.R5:T
3. Zido shvinc
E\D ehn iot egrpgrhtigns tg dgvo wit` eustgdors hjjitignhi gmt, ly eustgdizoj dosshco hnj
egdduniehtign hpprghe` wìe` dic`t lo erohtoj quiebiy hnj dhteòj gn h tidoiy lhsis,
hnj ovontuhiiy tòy ehn ìcòr poreoivo tòir eustgdors hnj sg hntieiphto tg tòir josiros.R55T
0. Fdprgvo eustgdor bngwiojco
Mirds wiii erohto hnj idprgvo prgjuet hnj sorvieos t`rguc` tò jhth mrgd pursuit (o.c.vih
wolsito trhebinc) eustgdor lo`hvigr tg eustgdor thstos hnj noojs.R5=T E\D eguij egntriluto tg
h egdpotitivo hjvhnthco in idprgvinc mird's hliiity gm eustgdor inmgrdhtign egiioetinc tg
eustgdizo prgjuets hnj sorvieos heegrjinc tg eustgdor noojs.
B\_[HNFJ@F JOC\OO EGIIOCO [hco =

Fdpiodonthtign gm E\D
8. Hne`grhco in tò tgp dhnhcodont
Ft dhy sgunj glvigus t`ht h prgjoet t`ht invgivos hii oiodonts gm h egdphny whnts prido
dhnhcodont invgivodont, `gwovor sg hs tg inspiro hnj luiij loiiovhliiity, prido dhnhcodont

is erueihi. Zòy jrivo tò gpinign hnj euituro witìn tò grchnizhtign hnj tòir ohriy hjhptign
gmmors h nhturhi hetign rosuit gn tò ontiro grchnizhtign. Ug cot tòd invgivoj!
<. [rgjoet dhnhcor
Sòn ygu hro idpiodontinc h now E\D systod (gr im ygu `hvo just switeòj tg h now systod)
tò dgst idpgrthnt porsgn is tò gno t`ht `hs tò gvorhii dhnhcodont hnj tò dhnjhto tg run tò
prgjoet. Zò soioetoj porsgn guc`t tg jrivo tò prgjoet sg tò stops cot jgno hnj hisg tò cghis
hroh unit dot. Ft jgos ngt `hvo tg lo sgdogno mrgd tò dhnhcodont, lut h jg-or wit` ontùsihsd,
phssign hnj mgeus gn jothiis.
5. Uupor-usor
H supor-usor gr h E\D heegunthlio isn't egnsthnt hs h prgjoet dhnhcor. Zìs is tò porsgn in
ygur grchnizhtign wìe` is hssicnoj hs tò supor-usor gm ygur now systod. @o gr sò
sidpiy igvos tò now systod hnj noojs tg lo tgij ovorytìnc rochrjinc. Sòn
gtòrs in ygur grchnizhtign `hvo issuos gr wguij iibo suppgrt, tìs ehn lo tò innor
porsgn tg trhvoi tg, tò ’bngw-it-hii—. Zìs porsgn is hjjitignhiiy usuhiiy tò egnthet purpgso
tgwhrjs tò soiior, hnj ehn
lo tò pridhry tg urco jhth rochrjinc romhsìgn ote.
:. Ihune` wit` h LHNC!
Zò dhntrh mgr prgporty hconts is igehtign ― igehtign ― igehtign. Mgr tò prgjoet dhnhcor it
guc`t tg lo dgtivhtign ― dgtivhtign ― dgtivhtign. Uoii it Fntornhi prgdgtinc is usuhiiy
unjorostidhtoj,
`gwovor gneo idpiodontinc h ropiheodont E\D systod ygu wguij iibo tg soii it tg ygur
egiiohcuos. Dhbo h eggi hrtieio gn ygur egdputor notwgrb, h pgstor, h spoeihi ihune` jorsoy,
intornhi ihune` phrty ote. Ft jgosn‖t `hvo tg lo egdpoiioj tg prieo h croht johi gm ehs`, `gwovor
gno tìnc tg dhrb tò ihune` hnj luiij ontùsihsd. Lut shjiy ygu ehn‖t rost gn ygur ihurois, ngw
tò igllinc sthrts. Shib hrgunj, hsb pogpio `gw it‖s cginc hnj òip tòd hignc.

5. Fntornhi cuijoiinos
Hs dontignoj lomgro in jimmoront jgurnhi pgsts gn tìs wol sito, h E\D systod is sidpiy protty
due` hs cggj loehuso tò bngwiojco piheo intg it. Ft is ossontihi t`ht sgdo egddgn tips hroh
unit sot. Mgr oxhdpio tò why tg odlrheo now egdphny bngwiojco gr rocistor h
pure`hso. Fm Zrino, Utovon hnj Dhrio hii rocistor tòir shios witìn tò E\D systod, lut Die`hoi
jgosn‖t, tòn it is jimmieuit mgr tò shios dhnhcor tg thbo gut egrroet shios sthtisties hnj eghe`
ìs shios tohd Hnj it egnjgintiy dhbos it tguc` mgr hre`hncoi tg trheo tò crgups shios pipoiino.
Zò cuijoiinos guc`t tg lo writton jgwn hnj dhy lo printoj hs hn oxhdpio gn ygur egdputor
notwgrb.
=. Zrhininc
So hroh unit hii jimmoront2 sgdo mgibs cot h bieb gut gm h ropiheodont systod hnj locin tg uso it
quiebiy. Gtòrs eguij hisg lo sboptiehi tg h ropiheodont dot`gj gm gporhtinc. Zò prgjoet
dhnhcor guc`t tg `hvo dot`gjs tg `hnjio ohe` usor tohds. Vgu ehn soioet rggd egheìnc mrgd h
trhmmiebor, gr im ygu'vo cgt hiigttoj hn oneigsoj supor-usor ò gr sò wiii jg tò egheìnc in ygur
wgrbpiheo. Vgu s`guij hisg ineiujo hn intrgjuetign tg ygur E\D systod witìn tò
intornhi ojuehtignhi prgcrhd mgr lrhnj sphnbinc now wgrbors. Now wgrbors ehn tòn, mrgd tò
sthrt, cot gn tò ric`t trheb.
3. Utrhtocy
Sòn ygu idpiodont h E\D systod ygur w`gio grchnizhtign noojs tg ro-tìnb hii rgutinos hnj
ohe` injivijuhi noojs tg e`hnco tòir wgrb phttorn. Zìs is h e`hiionco hnj noojs h dot`gj
tg hjjross nochtivo porspoetivo gn hii iovois. Jospito tò vory mhet t`ht gvor tò ihst ton yohrs
it's
loon writton h igt hlgut E\D, eihrimyinc tò sìmt mrgd gniy h shios porspoetivo tg h 5=;; viow,
dhny pogpio stiii iggb ht E\D hs gniy h shios tggi.
Mgur e‖s gm eustgdor roihtignsìp dhnhcodont
8. Eustgdors
Zìs is wòrovor it sthrts witìn tò gutsijo-in tìnbinc grchnizhtign. Hiwhys sthrt wit`
tò eustgdor‖s noojs, whnts hnj odgtigns. Hsb `gwovor ò noojs tg mooi rochrjinc ìdsoim sg
styio ygur egdpioto intorhetigns tg ovgbo t`gso odgtigns.
<. Egnnoetign
Zò wguij iibo mgr hssgeihtign is t`ht tò due` igvoj ùdhn nooj. Fn grjor mgr ygur egdpioto
intorhetigns tg iohj tg h hssgeihtign, tòy nooj tg lo rohi hnj hutòntie. Hlhnjgn tò seripts hnj
hisg tò ruios t`ht joùdhnizo intorhetigns. Ehii eontro wgrbors hroh unit trhinoj tg wgrb iibo
rglgts sg wo `hvo h tonjoney tg hroh unit s`geboj gneo eustgdors `hto joeisign eontors.
Egnnoetign ehnngt `hppon wìio ngt mooiinc hnj wìio ngt dutuhi egdphssign.
5. Egiiohcuos
Zìs is w`ht tò \itz Ehritgn ehiis its wgrbors ― tò wgrj wgrbors `hs loon iiiochi.
Odpigyoos t`ht sorvo eiionts hroh unit sue` hn idpgrthnt incrojiont gm tò eustgdor
oxportiso loinc gno hdgncst joiic`t gr jishppgintdont t`ht wo `hvo h tonjoney tg ehnngt
icngro tòir wguij iibo mgr hssgeihtign, hebngwiojcodont hnj heìovinc h why gm purpgso
t`rguc` tòir sorvieo tg tò eiiont.
Ly e`hsinc sorvieo vgiudos hnj hccrossivo thrcots tg muimiii sorvieo iovoi hcroodonts, tò
egnnoetign is gmton igst.
:. Ehro
Ug `gw jg wo dhbo lgt` Eustgdors hnj Egiiohcuos ehro hlgut ohe` gtòr hnj ehro hlgut gur
lrhnj7 Zìs is wòrovor rohi, rodhrbhlio eustgdor oxporioneos hro erohtoj. F loiiovo tìs ehro
is heìovoj t`rguc` h ehromuiiy josicnoj euituro, suppgrtoj ly inspirhtignhi iohjorsìp hnj
h egnsthnt mgeus gn tò noojs hnj josiros gm tò eustgdor, ngt gniy wit` romoroneo tg
sorvieo
`gwovor egnjgintiy tg dhbo suro t`ht tò egdpioto wgrt` prgpgsitign hs woii hs tò dore`hnjiso
is ineosshntiy serutinizoj tg dhbo suro it egntinuos tg muimiii tò eustgdor‖s whnts. Ehro
hisg romors tg w`ht `hppons in t`ht dgdont wòn tìncs cg wrgnc. Vgu bngw tòy'ii cot it
wrgnc, ygu
just gmton jgn‖t bngw wòn hnj w`g wiii lo tò egiiohcuo w`g wiii lohr tò lrunt gm hn hncry
eustgdor. Ft is gur juty tg hitor hnj odpgwor gur mgibs tg crhsp tò why tg hlsgrl tò mury hnj
win tò eontor gm t`ht hncry, wrgncoj sgui.
Hids gm E\D
Zò E\D dhy lo h now toe`niquo in prgdgtinc wòrovor tò dore`hnt trios tg jovoigp ignc run
roihtignsìp wit` tò s`gppors tg jovoigp tòd hs iimo tido eustgdors. E\D hids tg mgrd tò
eiiont eiidl up tò ihjjor gm igyhity. Zò egdphny mirst trios tg jotordino w`g iiboiy prgspoets
hro. Zò pogpio t`ht `hvo h pgwormui pgtontihi intorost witìn tò prgjuet hnj thiont tg prgeuro it.
Zò egdphny `gpos tg egnvort sovorhi gm its quhiimioj prgspoet intg initihi tido eustgdors tòn
tg egnvort t`gso initihi tido eustgdors intg ropoht eustgdors. Zòn tò egrpgrhto trios tg
egnvort
tòso ropoht eustgdors intg pure`hsors ― toy'ro t`gso pogpio t`ht glthin sgioiy mrgd tò
egrpgrhto witìn tò roiovhnt prgjuet eihssos. Zò noxt e`hiionco mgr tò egrpgrhto is tg
egnvort tòso
egnsudor intg hjvgehtos. Hjvgehtos squhro dohsuro t`gso pure`hsors S@G prhiso tò egrpgrhto
hnj onegurhco gtòrs tg s`gp mgr mrgd it. Zò uitidhto e`hiionco is tg egnvort tòso hjvgehtos
intg phrtnors wòrovor tò s`gppors hnj tòromgro tò pure`hsors wgrb hetivoiy hignc tg cot whys
t`ht gm glthininc dutuhi prgmit. Zùs in E\D tò boy pormgrdhneo micuro isn't sidpiy eurront
dhrbot s`hro `gwovor s`hro gm iimo ngto vhiuo ly e`hncinc eustgdors intg phrtnors.
Gljoetivos gm Eustgdor \oihtignsìp Dhnhcodont
8. Zg stujy tò eurront prhetieos gm E\D.
<. Zg minj gut tò idphet gm E\D gn tò prgmithliiity gm tò grchnizhtign.
5. Zg stujy tò mhetgrs hmmoetinc tò E\D prhetieos.
:. Zg stujy tò rgio gm inmgrdhtign toe`ngigcy in E\D.
Zips gm hjgptinc eustgdor eontrie hpprghe`

8. _nimyinc eustgdor ihncuhco
Iibo hny syiihlio strueturo, ygu dust prophro tò crgunjwgrb prgporiy. Eustgdor ihncuhco gr
oioetrgnie egdduniehtign is t`ht tò mgunjhtign t`ht eiionts eontriehiiy hpprghe` whs josicnoj
gn. Fm tò eiiont is t`ht tò eontorpioeo gm ygur strhtocy hnj hpprghe`, ò dust lo mrgd ìs
mirst intorhetign wit` ygur lrhnj hnj t`rguc`gut ìs egntinuoj roihtignsìp. Fm ygur prgdgtinc
tohd hnj ygur shios tohd squhro dohsuro spohbinc egdpiotoiy jimmoront ihncuhcos, tò
eustgdor wiii mooi tìs. _nimy ygur oioetrgnie egdduniehtign hnj unjorsthnj w`ht dosshco ygu
wis` tg sonj tg ygur eustgdors.
B\_[HNFJ@F JOC\OO EGIIOCO [hco 8;

<, ]gieo gm tò eustgdor hnhiysis
_njorsthnjinc ygur eiionts‖ noojs hnj josiros is gm tò utdgst idpgrthneo gneo soizinc h
eustgdor eontriehi hpprghe`. Ft iots tòd unjorsthnj t`ht ygu just squhro dohsuro iistoninc wìe`
ygu'ro dhbinc hn httodpt tg joiivor tò sidpiost eiiont oxportiso pgtontihi. ]gieo gm tò eiiont
toe`ngigcy gmmors h ngvoi t`hnbs tg jotordino w`ht ygur eustgdors squhro dohsuro sohreìnc mgr
gneo intorhetinc tgcotòr wit` ygur egdphny hnj w`ht tòy'ro dissinc. Ft onhlios lusinossos tg
ohsiiy ijontimy bngwiojco chps in tò eustgdor jgurnoy, dhbinc gptidizhtign h mhr ohsior thsb.
5. Eustgdor survoys
Ugdotidos tò joiiehto hpprghe` jgosn‖t yioij tò jhth ygu'ro sohreìnc mgr hnj h h igt gm
jiroet hpprghe` is roquiroj. Ft `hs typiehiiy loon hmgrodontignoj t`ht im ygu wis` tg
unjorsthnj gno tìnc, ygu s`guij just hsb. Eustgdor survoys squhro dohsuro h suporl
t`hnbs tg cot eiiont
moojlheb hnj pionty gm lusinossos squhro dohsuro eurrontiy hjgptinc tìs hpprghe`. Ft locins ly
doroiy hsbinc eustgdors lomgro gr mgrt`wit` mgiigwinc Hssgeihto in Nursinc onchcodont
im
tòy'ro wiiiinc tg phrtieiphto jurinc h todpgrhry survoy. Sìio dhny pure`hsors vhiuo dgro
ìcìy tg ngt phrtieiphto, tòro squhro dohsuro t`gso t`ht jgn't `hvo hny issuo civinc 5 dinutos
gm tòir tido tg prgjueo moojlheb. Z`rguc` tòso survoys grchnizhtigns squhro dohsuro
hlio tg chtòr spoeimie inmg gn tò binj gm oxporioneos eustgdors squhro dohsuro `hvinc.
:. \o-jomininc egdphny euituro
Sit` hii tò tggis hvhiihlio tg us mgr dgnitgrinc gur gwn eustgdors hnj rosohreìnc gnegdinc
tronjs, it is inegneoivhlio t`ht wo ngt uso tòso sgiutigns in òipinc us tg trhnsmgrd gur
gwn euituro intg gno t`ht dhy httrhet now eustgdors hnj rothin oxistinc gnos. Glvigusiy,
eiionts squhro dohsuro sohreìnc mgr h egrpgrhtign t`ht vhiuos tòir josiros sg h eustgdor
eontriehi
pìigsgp`y dhy lo h sdhrt piheo tg locin. Gneo ygur grchnizhtign hjgpts tìs eustgdor-
mirst
pìigsgp`y, it noojs tg lo h phrt gm ygur euituro gn ovory iovoi hnj ovory jophrtdont gm
ygur grchnizhtign. Zìs wiii dhbo suro t`ht ohe` intorhetign h eiiont `hs tgcotòr wit` ygur
grchnizhtign is romioetivo gm tò dosshco ygu wis` tg sonj, wòtòr it `hppons wit` h suppgrt
hcont, hn hjvortisodont, gr gn ygur grchnizhtign‖s wolsito.
Eustgdor-Eontrie Iohjorsìp
Eustgdor-eontrie onvirgndont locins wit` eustgdor-eontrie iohjorsìp. Z`ht dohns, tò iohjor is
t`ht tò gno S@G is conorhtinc tò onorcy loìnj tìs ehdphicn. Zòy prgjueo t`ht eontoroj
surrgunjincs, wìe` in turn erohtos cggj eustgdor oxporioneo.

8 .Lo ]isilio1 Vgu nooj tg lo gn tò mrgntiinos, intormheinc wit` ygur odpigyoos hnj ygur
eustgdors, gr ygu‖ii novor bngw w`ht tòy whnt untii it‖s tgg ihto.
<. Oxpross h [hssignhto Egdditdont tg Uorvo tò Eustgdor1 Ft hii stods jgwn mrgd tò tgp, sg
ygu dust sot tò tgno hnj ygur odpigyoos wiii mgiigw, ospoeihiiy im ygulheb tòd up hnj
prgvijos tòd tò tggis tòy `hvo tg try hnj jg tòir jgls.
5. Vgur Odpigyoos/Zohd Hro Vgur Crohtost Hssot1 Vgu‖ro gniy hs cggj hs tò pogpio hrgunj
ygu, sg ìro tò lost hnj trhin tòd hs noojoj.
:. @iro mgr Httitujo1 S`ht is tò ric`t httitujo mgr ygu egdphny7 Jomino it, hnj ìro pogpio w`g
oxìlit it. Lrhnsgn wiii ht ]ircin, wòro ò ìros pogpio wit` tò pgsitivo onorcy ò whnts tg soo
romioetoj in hii egrnors gm ìs grchnizhtign.
5. Odpgwor Vgur Odpigyoos/Zohd tg Dhbo Ovory Oxporioneo Croht1 Z`ht dohns, heegrjinc tg
Aonnimor‖s ehso stujios, hiigwinc odpigyoos tg dhbo joeisigns. Ovon im sgdo squhro
dohsuro wrgnc hnj ygu whnt tg quiotiy stgp wgrbinc wòn tòd.
=. Onchco Ugeihi Dojih wit` h Conuino ]gieo1 Vos, ovorygno is gn sgeihi dojih, lut
ngt ovorygno bngws `gw tg lost uso tìs pgwormui pihtmgrd. Zgg dhny lusinossos hro pgstinc
lgrinc
pross roiohsos. Zòy nooj tg `hvo intorhetign tòir hujioneo wit` sineority hnj todporhdont.
3. @hvo Mun1 Vos, hii tìs is `hrj wgrb. Lut im ygu‖ro ngt hlio tg `hvo mun jginc it, t`ht wiii s`gw
tg ygur eustgdors, hnj hii t`ht `hrj wgrb wiii lo mgr nhuc`t hs it wiii hppohr insineoro.
@gw tg prgjueo h eiiont-eontrie hpprghe` in eustgdor sorvieo
Zg erohto h eustgdor-eontrie hpprghe` witìn hn grchnizhtign it is vithi tg dhbo suro t`ht mrgnt-
iino odpigyoos rohiiy hro iistoninc tg tò eustgdor hnj w`y tòy hro dhbinc egnthet, rhtòr t`hn
B\_[HNFJ@F JOC\OO EGIIOCO [hco 8<

just rospgnsivo tò quostign ht tò civon purpgso in tido. Gmton it's just tgg mhst hnj tgg
strhic`tmgrwhrj tg hnswor tò quostign t`hn tg rhiso tò eiiont sgdo gm inquisitgry quorios sg hs tg
micuro gut wòrovor tò issuo gr jisshtismhetign gricinhtoj mrgd. Fm ht tìs 8st purpgso ovorylgjy
is hwhro gm tg sood gn tò mhr sijo tò quostign loinc hsboj, prgliods ehn lo mixoj ht tò rggt, in
turn hmmoetinc mowor gtòr eustgdors, hnj egnsoquontiy rojueinc muturo egnthets. Fm tòso mrgnt-
iino odpigyoos hro trhinoj tg het hnj tìnb tìs why, tòn tò moojlheb egiihtoj hnj tò eustgdor-
eontrie hspoets òro wiii hiigw tò tohd, jophrtdont hnj gvorhii grchnizhtign tg lo sicnimiehntiy
hjjitignhi jynhdie witìn tò hpprghe` tòy wgrb. _nsurprisinciy, moojlheb wiii hiwhys hiigw
ygu tg lo dgro rospgnsivo tg w`ht eustgdors hro rohiiy tìnbinc, hnj im usoj egrroetiy ehn òip
ygu idprgvo hrohs, thsbs gr prgeossos iddojihtoiy. Uthrtinc tò eustgdor jgurnoy Zò eustgdor
sorvieo gporhtign itsoim `hs tg lo vory eiohr mrgd tò sthrt `gw tò eustgdor jgurnoy s`guij lo
wgrbinc hnj w`ht ygu whnt ygur eustgdors tg cot gut gm it. Ovorytìnc ehn tòn lo erohtoj mrgd
tò crgunj up wit` t`gso ignc-tord gljoetivos in dinj, wòtòr it is tò prgeossos in piheo gr tò
trhininc prgvijoj. So ehn dontign eustgdor-eontrieity, onchcodont hnj rotontign hii jhy, lut
in tò onj it is tò odpigyoos w`g thib hnj egdduniehto dgst wit` tò eustgdors w`g nooj
tò trhininc, hnj it's tòy _N hconey ehn thbo tò egrpgrhto wòrovor it josiros tg trhvoi. Jg ngt
just jrhc tòd hignc, t`guc`. Boop tòd eontrhi tg hny e`hncos t`ht ygu just hroh unit tryinc tg
piheo intg piheo, hnj invgivo tòd witìn tò jgurnoy t`ht ygu just hroh unit tryinc tg mgrd.
Civo it tido
Fnitihiiy it's cginc tg hppohr h lit pgintioss, wìe` vory iittio pgsitivo is roturninc mrgd it,
`gwovor prgvijos it tido. Jg ngt try tg prgjueo h eiiont jgurnoy wìio ngt invgivinc tò pogpio
_N hconey egdduniehto wit` tòd dgst hnj unjorsthnj tòd lost.
Hiicn eustgdor oxpoethtigns wit` tò eustgdor jgurnoy
Zò noxt stop wiii lo tg hiicn tò eustgdor oxpoethtigns wit` t`ht eustgdor jgurnoy hnj
tò
poreoivoj lrhnj gm tò grchnizhtign. Fn tò onj, im w`ht ygu whnt tg erohto jgos ngt dhte` tò
eustgdor oxpoethtign gr `gw tò grchnizhtign whnts tg lo poreoivoj, tòn egnmusign wiii sot in,
hnj injivijuhis hnj tohds wiii sthrt wgrbinc in jimmoront jiroetigns. [rosudinc tìs stumm hroh
unit hiicnoj, ygu hro ht h piheo wòro ygu ehn sthrt luiijinc t`ht gporhtign, lut lo ehromui
ngt tg hutgdhto tgg due` mrgd tò sthrt. Hs wo tonj tg hii unjorsthnj, wit` tò toe`ngigcy
hvhiihlio

tòso jhys, tò munetigns t`ht ehn lo erohtoj tg johi wit` sg dhny jimmoront thsbs hro onjioss, lut
tg locin wit`, try hnj boop ovorytìnc hs dhnuhi hs pgssilio. Jginc tìs ehn prgjueo h joeont
egro eustgdor-eontrie hpprghe` wìio ngt tgg sovorhi systods, ropgrts gr prgeossos cottinc in tò
why, dgst gm wìe` ehn‖t rohiiy lo erohtoj untii tò eustgdors locin roturninc t`rguc`
hnj
prgvijinc moojlheb hnywhy.Sit` tò uso gm moojlheb, gneo tò sorvieo ygu hro prgvijinc
is dhteìnc eustgdor oxpoethtigns hnj lrhnj poreoptigns, tòn ygu ehn sthrt hutgdhtinc
tìncs tg boop it egnsistont.
Zò minhi stop is tg mgrd pgsitivo t`ht tò roquiroj egntrgis hnj jhth hroh unit in situ in grjor t`ht
e`hncos wiii lo erohtoj gn h jhy-ly-jhy lhsis. Fm oitòr tò inmg gr dhnhcodont vgcuo is wrgnc
ht ngw, soioetigns hro cginc tg lo erohtoj gn inegrroet inmgrdhtign gr todpgrhry situhtigns, t`ht
sueeossivoiy ehn sgioiy lo jhdhcinc in tò ignc tord.
Utrucciinc wit` eustgdor onchcodont hnj rotontign7
Eustgdor onchcodont hnj rotontign egdos lheb tg tò initihi purpgso gm vory thbinc ngto gm ygur
eustgdors, hnj mrgd t`ht whteìnc w`ht prieo tò egnthet eontro vory wiii hjj, oitòr jiroetiy, gr
t`rguc` prgvisign hitornhtivo hrohs iibo prgdgtinc wit` tò roquiroj jhth tg mgrd
ehdphicns. Zòro hro nudorgus hitornhtivo whys tg `hvo intorhetign hnj egdduniehto
hignc wit` ygur eustgdors ihtoiy, wòtòr t`rguc` toe`ngigcy, in-`guso systods gr sgeihi
dojih. Zò egnthet eontor vory gmton `hs dgro vgieos t`hn hny gtòr jophrtdont in tò
grchnizhtign, hnj it is mgr tòd, t`rguc` w`htovor dohns, tg lo tò vgieo gm tò eustgdor.
_sinc sgeihi dojih
Z`rguc` sgeihi dojih gr dgliio toe`ngigcy it‖s vory ohsy ihtoiy tg sthy jhth up tùs mhr. Sòtòr
ly pgstinc gn piheos iibo Zwittor, gr gn h ligc gr wolsito, it is vithi tg boop ygur
eustgdors inmgrdoj, hnj tò dgro ygu boop tòd inmgrdoj, tò ohsior iimo is mgr tòd, hnj
egnsoquontiy tò dgro onchcoj tòy hro. Ugeihi dojih sitos iibo Mheolggb ovon `hvo tìs
hjvhnthco hs tohds wiii
lo erohtoj sidpiy, sg ngt gniy ehn ygu boop ovorygno inmgrdoj, lut ygu ehn ngw mgeus gn
tò dgst roiovhnt. Iggb w`ht nudlor tgthiiy jimmoront tohds tòro hroh unit gut tòro gn
Mheolggb. Zòro hro crgups gn `giijhys, eguntrios, spgrts, mggj, hnj wino, hnj nohriy ovory
sincio gno gm tòd whs erohtoj ly hn injivijuhi rhtòr t`hn hn grchnizhtign. Gniy ihttoriy
`hvo sovorhi
B\_[HNFJ@F JOC\OO EGIIOCO [hco 8:
egrpgrhtigns lochn tg soo tò hjvhnthco gm dhbinc tòso dini egddunitios, hnj yot `hj tòy
jgno it lomgro hnygno oiso, t`gso egddunitios eguij `hvo loegdo phrt gm tò oxportiso,
sorvieo hnj piohsuro, wìe` is phrthbinc.

E@H[ZO\4<
FNJ_UZ\V [\GMFIO
<.8 FNZ\GJ_EZFGN
Zò mirst Fnjihn p`hrdheoutiehi egdphny, Lonchi Eòdiehis hnj [`hrdheoutiehi Sgrbs, wìe`
stiii oxists tgjhy hs gno gm 5 cgvorndont-gwnoj jruc dhnumheturors, hppohroj in Ehieutth
in 865;. Zòso mivo puliie soetgr jruc-dhnumheturinc units unjor tò Dinistry gm Eòdiehis
hnj Mortiiizors hro1 Fnjihn Jrucs hnj [`hrdheoutiehi Iiditoj (FJ[I), @injusthn Hntiligties
Iiditoj (@HI), Lonchi Fddunity Iiditoj (LFI), Lonchi Eòdiehis hnj [`hrdheoutiehi
Iiditoj (LE[I) hnj Udit` Uthnistroot [`hrdheoutiehi Iiditoj (UU[I). Fn hjjitign, tòro
hro h nudlor gm
p`hrdheoutiehi dhnumheturinc units unjor tò egntrgi gm sthto cgvorndonts sue` hs
Cgh
Hntiligties Itj. hnj Bhrnhthbh Hntiligties Itj. Mgr tò noxt =; yohrs, dgst gm tò jrucs in Fnjih
woro idpgrtoj ly duitinhtignhis oitòr in muiiy-mgrduihtoj gr luib mgrd. Zòro hro <:,;;;
iieonsoj p`hrdheoutiehi egdphnios. Gm tò :=5 luib jrucs usoj in Fnjih, hpprgxidhtoiy :<5 hro
dhnumheturoj òro. Fnjih `hs dgro jrucdhnumheturinc mheiiitios t`ht `hvo loon hpprgvoj ly tò
_.U. Mggj hnj Jruc Hjdinistrhtign t`hn hny eguntry gtòr t`hn tò _U. Fnjihn conories
egdphnios suppiy 0:% gm tò HFJU jrucs t`ht Jgetgrs wit`gut Lgrjors usos tg troht
=;,;;;
phtionts in dgro t`hn 5; eguntrios.
Zò Fnjihn p`hrdheoutiehi injustry eurrontiy tgps tò e`hrt hdgncst Fnjih's seioneo-lhsoj
injustrios wit` wijo rhncinc ehphliiitios in tò egdpiox mioij gm jruc dhnumheturo
hnj toe`ngigcy. H ìcìy grchnizoj soetgr, tò Fnjihn p`hrdheoutiehi injustry is ostidhtoj
tg lo
wgrt` $ = liiiign, crgwinc
ht hlgut 8; poreont hnnuhiiy. Ft rhnbs vory ìc` hdgncst hii tò tìrj wgrij eguntrios, in tords gm
toe`ngigcy, quhiity hnj tò vhst rhnco gm dojieinos t`ht hro dhnumheturoj. Ft rhncos mrgd sidpio
òhjheò piiis tg sgpìstiehtoj hntiligties hnj egdpiox ehrjihe egdpgunjs2 hidgst ovory typo gm
dojieino is ngw dhjo in tò Fnjihn p`hrdheoutiehi injustry.
Zò Fnjihn p`hrdheoutiehi soetgr `hs oxphnjoj jrhstiehiiy in tò ihst twg joehjos.
Zò [`hrdheoutiehi injustry in Fnjih is hn oxtrodoiy mrhcdontoj dhrbot wit` sovoro
prieo
B\_[HNFJ@F JOC\OO EGIIOCO [hco 8=

egdpotitign hnj cgvorndont prieo egntrgi. Zò [`hrdheoutiehi injustry in Fnjih doots hrgunj
6;% gm tò eguntry's jodhnj mgr luib jrucs, jruc intordojihtos, p`hrdheoutiehi mgrduihtigns,
eòdiehis, thliots, ehpsuios, grhis hnj injoethlios. Zòro hro hpprgxidhtoiy 5;; lic hnj dojiud
sehio [`hrdheoutiehi egdphnios hnj hlgut 0;;; Udhii sehio units, wìe` mgrd tò egro gm
tò
p`hrdheoutiehi injustry in Fnjih
HJ]HNZHCO FNJFH
Hs rochrjs tò p`hrdheoutiehi dhrbotinc in tò wgrij, Fnjih is loegdinc gno gm tò mrgnt
runnor jostinhtigns loehuso gm its soegnj ihrcost pgpuihtign in tò wgrij, tò pheo gm
jovoigpdont gm its oegngdy, hjgptign gm toe`ngigciehi hjvhneodonts, oegngdiehi dojiehi
trohtdont egst hnj hisg hvhiihliiity gm wgrij rongwnoj p`ysieihn‖s ote. Mgiigwinc hro
tò hjvhnthcos gm Fnjihn @ohitèhro Ueonhrig1
8. Egdpotont wgrbmgreo1 Fnjih pgssossos h sbiiimui wgrb mgreo wit` ìc` dhnhcorihi hnj
toe`niehi egdpotoneo.
<. Egst-ommoetivo eòdiehi syntòsis1 Zò trheb roegrj mgr jovoigpdont, phrtieuihriy in tò
hroh gm idprgvoj egst-lonomieihi eòdiehi syntòsis mgr vhrigus jruc dgioeuios is oxeoiiont.
5. Iochi hnj Minhneihi Mrhdowgrb1 Fnjih is h jodgerhtie eguntry wit` h sgiij iochi mrhdowgrb
hnj strgnc minhneihi dhrbots. Zòro is hirohjy hn osthliisòj intornhtignhi injustry hnj lusinoss
egddunity.
:. Fnmgrdhtign hnj Zoe`ngigcy1 Ft `hs h cggj notwgrb gm wgrij-eihss ojuehtignhi institutigns hnj
osthliisòj stronct`s in Fnmgrdhtign Zoe`ngigcy.
5. Ciglhiizhtign1 Zò eguntry is egddittoj tg h mroo dhrbot oegngdy hnj ciglhiizhtign. Hlgvo
hii, it `hs h 3; diiiign dijjio eihss dhrbot, wìe` is egnsthntiy crgwinc.
Dojiehi Zgurisd
Zò egneopt gm dojiehi tgurisd is hn hco gij egneopt. Fn tìs jicithi orh, `him h diiiign pogpio
trhvoi hergss tò ciglo mgr òhit` purpgsos. [ogpio mrgd jovoigpoj hnj hmmiuont eguntrios
hro
dgvinc gut gm tòir gwn eguntrios tg gtòr jostinhtigns, soobinc sgiitujo, nhturhi hnj
`giistie
rodojios hnj oeg mrionjiy oxporioneos. Dojiehi Zgurisd is gno sue` now hroh t`ht is ripo wit`
pgtontihi.
ℬ Dojiehi trhvoi1 Sòn hn injivijuhi trhvoi hergss tò lgrjor hnj gutsijo gno‖s eustgdhry
onvirgndont tg soob òhitèhro sorvieos. ℬ
Dojiehi tgurist1 _pgn hrrivhi, sue` hn injivijuhi is ehiioj h dojiehi tgurist. ℬ
Dojiehi Zgurisd1 Zrhvoiinc tg h jostinhtign in hngtòr eguntry tg roeoivo dojiehi, jonthi hnj
surciehi ehro loehuso tò jostinhtign onhlios lottor heeoss tg ehro, prgvijos ìcòr quhiity ehro
gr gmmors tò shdo trohtdont ht h dgro hmmgrjhlio prieo.
`gspithis Lost mgr dojiehi tgurisd in Fnjih1 Zò iist is ngt ox`hustivo lut iiiustrhtivo.
8) Hpgiig @gspithi, Eònnhi
<) Fnjrhprhs`th Hpgiig @gspithis, Now Joiì
5) Osegrts òhrt Fnstituto hnj \osohre` Eontro, Now Joiì
:) Dhx Uupor Upoeihity @gspithi, Now Joiì
5) Sgeb`hrjt @gspithi hnj Bijnoy Fnstituto, Bgibhth
Fnjih‖s stronct`s in Dojiehi Zgurisd
ℬ Fnjihn dojiehi eontors prgvijo sorvieos t`ht hro in mhet unegddgn oisowòro. ℬ
Sgrij-eihss trohtdont ht egdpotitivo prieos is hvhiihlio.
ℬ Hvhiihliiity gm sbiiis, bngwiojco hnj rosgureos.
ℬ Fnjih‖s quhiity gm ehro is wgrij eihss, egdpotinc wit` hny gtòr injustrihiizoj
eguntry.

8. Fnjihnisd1 Sit` Hyurvojh loegdinc inerohsinciy pgpuihr hergss tò ciglo, tìs hneiont
Fnjihn tòrhpy ehn lo usoj hs h ngn-surciehi trohtdont mgr vhrigus hiidonts hignc wit` tò
dojithtign hnj ygch. Zìs civos tò tgue` gm Fnjihnisd tg tò trohtdont.
<. Zò jivorsity gm tgurist jostinhtigns hvhiihliiity1 Ioisuro tgurisd is hirohjy vory due`
in jodhnj in Fnjih hs tò eguntry gmmors jivorso euiturhi hnj seonie lohuty. Fnjih `hs hidgst hii
sgrt gm jostinhtigns iibo ìc` dgunthins, vhst josorts, seonie loheòs, ìstgriehi dgnudonts,
hnj roiicigus todpios, ote. bngwn mgr its `gspithiity mgr tgurists.
J\F]FNC OEGNGDFE C\GSZ@ HNJ CIGLHI EGD[OZFZF]ONOUU
[`\DH dodlor egdphnios invostoj hn ostidhtoj $50.0 liiiign in \&J in <;85, roprosontinc
tò dhjgrity gm hii ligp`hrdheoutiehi \&J sponjinc in tò _nitoj Uthtos (soo Micuro 88).<,5 Fn
mhet, tò soetgr heegunts mgr tò sincio ihrcost s`hro gm hii _U lusinoss \&J, heeguntinc
mgr
hpprgxidhtoiy 83% gm hii \&J sponjinc ly _U lusinossos.
\oihtivo tg gtòr dhnumheturinc injustrios, tò ligp`hrdheoutiehi injustry invosts 8< tidos dgro
in \&J por odpigyoo hnj `hj tò ìcòst crgwt` rhto in \&J invostdont (<5%) hergss
hii dhnumheturinc injustrios lotwoon <;;; hnj <;8<.5
Ngt gniy hro tò sicnimiehnt invostdonts gm tò _U ligp`hrdheoutiehi soetgr lrincinc now
dojieinos tg phtionts, lut tòy hro muoiinc trodonjgus egntrilutigns tg tò _U oegngdy.
Zò
ligp`hrdheoutiehi injustry puts jgwn rggts in egddunitios hergss tò eguntry,
erohtinc
ìc`quhiity, ìc`-whco \&J hnj dhnumheturinc jgls t`ht conorhto h pgwormui duitipiior ommoet
hergss tò _U oegngdy. Zgjhy, tò injustry odpigys nohriy 05:,;;; wgrbors hnj suppgrts dgro
t`hn :.: diiiign jgls hergss tò eguntry. Ohe` jgl ht h ligp`hrdheoutiehi rosohre`
egdphny suppgrts dgro t`hn mgur hjjitignhi jgls hergss tò _U oegngdy,
Y
G]O\]FOS GM Z@O \&J [\GEOUU
Hit`guc` diiiigns gm pgtontihi jruc ehnjijhtos dhy lo seroonoj hnj hssossoj ohriy in tò \&J
prgeoss, dhny egdpgunjs uitidhtoiy mhii tg dhbo it t`rguc` tò \&J pipoiino. Ehnjijhto
dojieinos dust nhvichto h ionct`y, egdpiiehtoj, duitistop prgeoss lomgro loinc hpprgvoj ly tò
MJH hnj joiivoroj tg phtionts. Hnj tò jgurnoy jgos ngt onj wit` MJH hpprgvhi2
gncginc rosohre` hnj jhth egiioetign, hs tò dojieino is usoj in h eiiniehi sottinc hnj
oxhdinoj in hny roquiroj pgst-hpprgvhi stujios, wiii egntinuo tg prgvijo.
Fnngvhtivo ligp`hrdheoutiehi egdphnios hro inerohsinciy inegrpgrhtinc tò phtiont porspoetivo

intg hii sthcos gm jruc jovoigpdont, ineiujinc phtiont insic`ts gn tòir jisohsos, sydptgds, hnj
trohtdont gptigns. Minjinc whys tg inegrpgrhto h rglust, seioneo-lhsoj unjorsthnjinc gm phtiont
porspoetivos intg joeisigns t`ht prgdgto inngvhtign hnj oxpojito jruc jovoigpdont is
loegdinc h eritiehi mgeus gm tò \&J prgeoss..
Hdorieh‖s inngvhtivo ligp`hrdheoutiehi egdphnios hro tò òhrt gm h jynhdie \&J oegsystod
t`ht ineiujos hehjodie rosohreòrs, tò Nhtignhi Fnstitutos gm @ohit` (NF@), tò MJH, ngnprgmit
phtiont hnj jisohso crgups, eiiniehi rosohre` grchnizhtigns, eiiniehi trihi eontors, òhit` ehro
prgvijors, vonturo hnj gtòr privhto ehpithi invostgrs, hdgnc gtòrs.
Otìehi Dhrbotinc
Otìehi dhrbotinc is hn `gnost hnj mhetuhi roprosonthtign gm h prgjuet, joiivoroj in h mrhdowgrb
gm euiturhi hnj sgeihi vhiuos mgr tò egnsudor. Ft prgdgtos quhiithtivo lonomits tg its eustgdors,
wìe` gtòr sidiihr egdphnios, prgjuets gr sorvieos mhii tg roegcnizo.
Otìehi dhrbotinc mrhdos dosshcos in h why t`ht tò egnsudor ijontimios wit`. Ft onegurhcos
egdphnios tg intocrhto euiturhi, sgeihi, oegngdie hnj onvirgndonthi vhiuos intg tòir
euituro, strhtocy hnj hetigns, hnj roinmgreos tò pgsitivo vhiuos gm tò lrhnj, erohtinc h strgnc
‐eitizon
lrhnj‖. Zìs is hii jgno gn h vgiunthry lhsis, hnj is conorhiiy hn gmmorinc hlgvo hnj
loygnj
sthtutgry roquirodonts.
Z`rguc` tò ommoetivo uso gm otìehi dhrbotinc hnj egrpgrhto sgeihi rospgnsiliiity, egdphnios
hro hlio tg pgsitivoiy egntriluto tg sgeioty hnj dhnhco tò onvirgndonthi idphet gm tòir
B\_[HNFJ@F JOC\OO EGIIOCO [hco <;

grchnizhtign, wìist dhinthininc hnj ovon crgwinc tò egntrilutign tg tòir lgttgd iino. Ft ehn
`hvo jiroet lonomits gn lusinossos hnj ehn òip soeuro ignc-tord egdpotitivonoss.
Otìehi dhrbotinc in [`hrdheoutiehi egdphnios s`guij glsorvo mgiigwinc cuijoiinos1
[rgdgtignhi prhetieos dust lo egnsistont wit` phtionts' lonomit, dust lo otìehi hnj dust lo in
cggj thsto.
8. Fnmgrdhtign prgvijoj dust thbo heegunt gm eustgdor noojs hnj dust lo lhsoj gn
prgjuet inmgrdhtign hs it `hs loon hpprgvoj ly tò igehi hut`grity, jorivoj mrgd tò
hpprgvoj Lhsie [rgjuet Fnmgrdhtign.
<. Ovont spgnsgrsìp dust lo eiohriy jiseigsoj hnj tò pridhry gljoetivo gm h dootinc dust lo
seiontimie in nhturo.
5. @gspithiity dust lo hpprgprihto, in cggj thsto egnsistont wit` igehi prhetieos hnj soegnjhry tg
tò dhin purpgso gm tò dootinc.
:. Cimts dust lo dgjost hnj roiovhnt tg tò prhetieo gm dojieino.
5. [orsgnhi ineontivos tg proserilo hro prgìlitoj.
=. Uhdpios dust lo `hnjioj wit` tò prido gljoetivo gm mhdiiihrizinc tò eustgdor.
3. Uhios roprosonthtivos dust `hvo hpprgprihto trhininc hnj prgjuet bngwiojco.
JO]OIG[DONZ GM FNJFH‖U [@H\DHEO_ZFEHI FNJ_UZ\V
_p untii tò 863;s, Fnjih‖s p`hrdheoutiehi dhrbot whs dhiniy suppiioj ly ihrco
intornhtignhi egrpgrhtigns. Gniy oegngdiehi luib jrucs woro prgjueoj jgdostiehiiy ly
sthto-gwnoj egdphnios mgunjoj in tò 865;s hnj =;s wit` tò òip gm tò Sgrij @ohit`
Grchnizhtign (S@G). Zòso sthto-run mirds prgvijoj tò mgunjhtign mgr tò soetgr‖s crgwt`
sineo tò 863;s. Lheb tòn, Fnjihn cgvorndont hidoj tg rojueo tò eguntry‖s strgnc
joponjoneo gn
p`hrdheoutiehi idpgrts ly mioxilio phtont iocisihtign hnj tg erohto h soimroiihnt soetgr. Fn
hjjitign, it intrgjueoj ìc` thrimms hnj iidits gn idpgrtoj dojieinos hnj jodhnjoj t`ht mgroicn
p`hrdheoutiehi egdphnios rojueo tòir s`hros in tòir Fnjihn sulsijihrios tg twg-mimt`s.
B\_[HNFJ@F JOC\OO EGIIOCO [hco <8

 Ihrco Dhrbot U`hro mgr Conorie Jrucs
Hs tòro whs ng ommieiont phtont prgtoetign lotwoon 863; hnj <;;5, dhny Fnjihn jruc prgjueors
egpioj oxponsivo gricinhi prophrhtigns ly mgroicn mirds hnj prgjueoj tòso conories ly dohns gm
hitornhtivo prgjuetign prgeojuros. Zìs prgvoj dgro egst-ommieiont t`hn tò
oxponsivo jovoigpdont gm gricinhi prophrhtigns hs ng munjs woro roquiroj mgr rosohre`, wìe`
egnthinoj tò minhneihi risbs. Zìs sponjinc dhy egdo tg hs due` hs O_\ =;; d mgr gniy gno
jruc. Zìs binj gm dgnoy eguij provigusiy gniy lo rhisoj ly ihrco egrpgrhtigns in tò injustrihi
eguntrios.
 Oxpgrts gm [`hrdheoutiehi [rgjuets
Fn <;;=, Fnjih‖s p`hrdheoutiehi injustry oxpgrtoj prgjuets wgrt` O_\ 5 ln, up mrgd gniy O_\
=5; d in 866=, wìe` whs juo tg tò mhet t`ht jodhnj mgr igw-egst conorie jrucs is strgnciy gn
tò riso, hlgvo hii in tò _U, Ourgpo hnj Ahphn. Ht <<%, oxpgrt crgwt` in <;;= whs ovon twieo
hs ìc` hs tò ciglhi hvorhco hnj in Cordhny (rgucìy 88% ohe`). Dohnwìio, Fnjih‖s
oxpgrt
rhtig `hs roheòj 5<% hlgut jgulio tò micuro rocistoroj ton yohrs hcg. Mgr sgdo tido
ngw,
Fnjih `hs oxpgrtoj dgro p`hrdheoutiehi prgjuets t`hn it idpgrts. Gvor tò ihst ton yohrs,
tò oxpgrt surpius `hs rison mrgd hlgut O_\ 53; d tg eurrontiy just unjor O_\ < ln. Uiic`tiy
gvor 0;% gm tò jrucs hro sgij tg tò _U hnj Ourgpo, wòro Fnjihn egdphnios hro lonomitinc
mrgd tò
pgpuihtign‖s pure`hsinc pgwor hs woii hs rocuihtgry e`hncos (crohtor egst-egnseigusnoss).
B\_[HNFJ@F JOC\OO EGIIOCO [hco <<
EGD[HNV [\GMFIO
<.< FNZ\GJ_EZFGN
E@G_\U IHLU IFDFZOJ2 HN G]O\]FOS
E`grus Ihls whs ineoptoj in <;;6, wit` h eiohr visign tg dhstor H[F dhnumheturinc. Zò
egdphny is mgrhyinc hccrossivoiy in tg tò p`hrdh dhrbot in jovoigpinc hnj egddoreihiizinc
prgjuets wìio ehtorinc tg h vhrioty gm tòrhpoutie ehtocgrios. Zruo tg its dissign t`ht opitgdizos
tohd wgrb hnj strgnc oxportiso, tò egdphny is dhbinc its prosoneo moit, lgt` nhtignhiiy
hnj intornhtignhiiy tgwhrjs erohtinc h òhit`y sgeioty.
Egupioj wit` hn insic`t in tg its egro egdpotoneios hnj h strgnc mgrosic`t gn tò eurront tronjs,
E`grus Ihls is rhrinc tg loegdo h roiihlio hnj strgnc pihyor ly invostinc in its \osohre` hnj
jovoigpdont, Dhnumheturinc Ehphliiitios, @udhn \osgureos hnj woii osthliisòj
quhiity dhnhcodont systods. Fts iist gm eiiontoio t`ht sprohjs hergss tò ciglo hnj strgnc lggbs
oe`g its muii-miojcoj dhrbotinc ehphliiitios.

Mgunjor
Dr. L. Nhrhsh \ojjy, tò sgui hnj òhrt loìnj E`grus Ihls, is h porsgn w`g egdos in wit`
ighjs gm oxportiso. Hisg tò lrhin loìnj E`grus Ihls, ò sthrtoj tò egdphny lhsinc it gn ìs
iddonso stronct` chinoj mrgd tò oxporioneo gm runninc h ihlgrhtgry t`ht whs instrudonthi in
jovoigpinc hnj egddoreihiizinc prgeossos mgr sovorhi H[Fs.
Uthrtoj wit` h strgnc phssign tg jrivo tò egdphny tg lo roegcnizoj hs hn hccrossivo egdphny,
ò `hs luiit h euituro t`ht oxodpiimios tìs visign in tò egdphny's stronct` gm \&J hnj
dhnumheturinc. @o sthrtoj h egdphny wit` jominito hjvhnthcos in tords gm egst hnj eòdistry
wit` h strgnc odp`hsis gn quhiity gm tò prgjuets. @is unjyinc httitujo tg oxeoi `hs soon tò
egdphny jovoigp prgeossos mgr sovorhi prgjuets ht roihtivoiy igw egst, tùs dhbinc
sovorhi iimoshvinc jrucs hmmgrjhlio.
Mgr tò egdphny, ò is h truo inspirhtign hnj dgtivhtign. Zò egdphny iggbs up tg tìs iohjor in
wgrbinc tgwhrjs heìovinc tò grchnizhtignhi cghis.
]isign & ]hiuos
E`grus Ihls vhiuos its pgsitign witìn tò p`hrdheoutiehi egdphny lusinoss hs HN hccrossivo
pihyor ht h wgrijwijo iovoi hnj hppohrs ht nhturhi hetign its pgsitign in hetivity conories,
egdlininc dhtorihi pgssossign hnj strgnc ùdhn rosgureo inputs. Zò egdphny vhiuos
sgeihi rospgnsiliiitios roihtoj tg mirds witìn tò p`hrdheoutiehi egdphny lusinoss hnj its
idpgrthneo
in roheìnc ìcòr hithrs. Eustgdor-mgeus, unjorsthnjinc tò roquirodonts gm tò oeg-systod hnj
joiivorinc tò prgjuets ht tò ric`t pheo is h egro vhiuo gm tò egdphny. E`grus Ihls vhiuos its
injivijuhis hnj egnsijors it loehuso tò egro gm hii its sueeoss. Zò egdphny egntinugusiy
invosts in tòir ehphliiitios hnj loiiovos in `gninc tò sbiiis gm its odpigyoos tg rohe` tò
pinnheio gm sueeoss. Zò egdphny loiiovos in egntinugus hnhiysis hnj idprgvodont t`ht iohjs
tg rowgrbinc tò grchnizhtign intg h wgrijwijo mgreo tg roebgn wit`. E`grus onvisigns
itsoim h dot`gj jrivon egdphny wit` h phssign tg jovoigp prgjuet t`ht hr oeg-mrionjiy. Zò
egdphny dhbos egnseigus ommgrts tg onsuro t`ht ngno gm its prgeossos jisturl tò oegigciehi
`hrdgny.
B\_[HNFJ@F JOC\OO EGIIOCO [hco <:
Dissign
E`grus‖s dissign is tg lo h ciglhi pihyor in tò p`hrdh wgrij ly jopigyinc prgeossos t`ht hro in
heegrjhneo wit` tò roquirodonts gm òhitèhro. Fdlilinc tò pìigsgp`y gm loinc heutoiy hwhro
tg ohe`, its sthbo`gijor hnj tò sgeihi egddunity, tò egdphny is jrivon ly its zohi tg lottor its
rosohre` hnj dhnumheturinc ehphliiitios. Zgjhy, it‖s h roputhtign t`ht opitgdizos oxortigns,
oxporioneo hnj sueeoss. H ygunc egdphny t`ht's erohtinc its prosoneo moit hnj erohtinc its
prosoneo in nhtignwijo hnj intornhtignhiiy. Fnvgivoj in tò dhnumheturinc gm
hetivo
p`hrdheoutiehi incrojionts, E`grus Ihls is gno gm its binjs gm tò vory mow egdphnios wìe`
`hvo loon hlio tg ehrvo h nieò in tò p`hrdheoutiehi lusinoss civon tìs sthto gm
hmmhirs wòrovor it noojs h ric`t dix gm intoiioetuhi stronct`, egro egdpotoneios hnj hn oxpiieit
mgrosic`t mgr tò igncor tord.
Dhnumheturinc Mheiiity
E`grus Ihls H[F Mheiiity is h sthto-gm-tò-hrt mheiiity josicnoj tg doot tò ciglhi sthnjhrjs mgr
hny H[F Mheiiity. Erhmtoj hnj egntguroj tg doot tò roquirodonts gm tò ovor-crgwinc gm
dhnumheturinc hn hrrhy gm H[Fs, E`grus Ihls is rovgiutignizinc tò egneopt gm H[F dhnumheturo.
E`grus's prgjuetign ehphliiitios hro s`gwehsoj ly its hliiity tg insthii pihnt, oquipdont, systods
hnj porsgnnoi t`ht pgrtrhy tò lost in tò Fnjihn p`hrdheoutiehi injustry. Zò tohds ht
gur mheiiitios hro oquippoj wit` euttinc-ojco toe`ngigcy t`ht onsuros sohdioss
jovoigpdont, egddoreihiizhtign hnj joiivory gm ihtost Fntordojihto hnj Hetivo
[`hrdheoutiehi Fncrojionts
hergss tò ciglo. Gur pihnt hjòros tg tò dgst strincont CD[ cuijoiinos hnj mheiiithtos piigt hnj
ihrco sehio prgjuetign. Hn heìovodont t`ht hiigws us tg joiivor h spoetrud gm H[Fs t`ht lghsts
gm intornhtignhi sthnjhrjs hnj intordojihto eòdiehis mgr jivorso òhitèhro hppiiehtigns.
\osohre` hnj Jovoigpdont
\osohre` hnj Jovoigpdont `hs hnj hiwhys wiii lo gm phrhdgunt idpgrthneo tg E`grus Ihls.
Zòro is h cggj strgnc rohsgn mgr tìs odp`hsis. So whntoj tg onsuro t`ht tò prgeossos loinc
idpiodontoj mgr tò prgjuets hro egst ommoetivo, shmo hnj soeuro hnj egdo wit` hn
gptidud hjvhnthco tg lo in heegrjhneo wit` gur cghis in tords gm quhiity hnj quhntity.
Sit` h strgnc mgunjhtign ihij, wo hro civinc h strgnc iggb ht tò prosont seonhrig wòro
strincont phtont rocido
is provhiont hnj `hs loegdo shergshnet. Zìs is proeisoiy h rohsgn tg onsuro t`ht gur tohd gm
seiontists is invgivoj in jovoigpinc ngn-inmrincinc prgeossos mgr tò prgjuets. Ht tò gutsot, wo
iggboj ht tìs hs hn ommgrt tg jovoigp strgnc prgeossos mgr H[Fs.
Gur ehphliiitios hnj ommgrts tùs mhr hro h eiohr projiehdont tg gur stronct` in ehrryinc gut h wijo
rhnco gm rohetigns, wìe` hro gtòrwiso egnsijoroj jimmieuit idpiodonthtigns. Sit`
rosohre` ehphliiitios t`ht spohb hlgut stronct` hnj sohdiossnoss, E`grus Ihls `hs initihtoj
jiseussigns
lheboj ly strgnc hnj eiohr strhtocios wit` rongwnoj egdphnios mgr ehrryinc gut tò
Egntrhet
\osohre`. Mgr insthneo, eustgd syntòsis is gno gm gur mgeus hroh wòro tò egdphny `hs loon
egneontrhtinc gn hnj is initihtinc wgrb gn sovorhi prgjoets.
\osohre` & Jovoigpdont Gvorviow
E`grus's odp`hsis is gn h strgnc gutiggb hnj tìs is ovijont mrgd its invostdonts in \osohre` hnj
Jovoigpdont. Zò onj-rosuit gm tìs invostdont is mgr ovorygno tg soo. E`grus eùrns gut
prgeossos t`ht hro egst ommoetivo, shmo hnj gmmors tò egdphny hn gptidud hjvhnthco in tords gm
quhntity hnj quhiity. Sit` strgnc mgunjhtigns in piheo, tò egdphny ngw onvishcos h \
&J strhtocy t`ht thbos egcnizhneo gm tò prosont seonhrig wòro strincont phtont rocido is
unjor idpiodonthtign.
Zò egdphny is hisg s`gwinc inngvhtign mgr gporhtignhi oxeoiioneo ly mgrhyinc in tg egntrhet
rosohre`. Egntrhet rosohre` ehn lo h vory joiiehto prgeoss tg lo idpiodontoj hnj E`grus `hs
egntinugusiy wgrboj t`rguc` its prgeossos tg ovgivo strhtocios tg dhbo tìs h sohdioss initihtivo.
Zò egdphny is in jiseussigns wit` rongwnoj egdphnios mgr loinc h phrt gm its Egntrhet
\osohre` prgcrhd.
Hphrt mrgd its strgnc odp`hsis gn \&J, tò egdphny is hisg invostinc its onorcios in eustgd
syntòsis hnj is initihtinc wgrb gn sovorhi prgjoets. Hjjitignhiiy, E`grus is gn tò vorco
gm egddoneinc lhsie rosohre` hetivitios tg jovoigp hnj seroon now eòdiehi ontitios mgr
jimmoront tòrhpoutie ehtocgrios.
B\_[HNFJ@F JOC\OO EGIIOCO [hco <=
[rgjuets
[rgjuet nhdo Ehtocgry \omoroneo
Jieigmonhe Ugjiud F[/_U[/O[

Hnti-
inmihddhtgry
Otgjgige F[/_U[/O[
Zorlinhmino @ei Hntimunchi _U[/O[
Novirhpino F[/_U[
Hntivirhi
Omhvironz F@U
\ivhsticdino @yjrgcon Zhrtrhto Nggtrgpie F@U
Gmigxhein Hntilhetrihi F[/L[/_U[
FNZO\DOJFHZOU
Ehpoeithlino
Fdhtinil Dosyihto
Comtinil Hntinogpihstie
Hnhstrhzgio
Iotrhzgio
_NJO\ JO]OIG[DONZ
Ihegshdijo Zrohtdont gm F@U

phrtihi - gnsot
soizuros
Figporijgno Hntipsye`gtie F@U
Zrieyeiie
Jgtìopin / Jgsuiopin F@U
hntijoprosshnt
Miurliprgmon F@U
U-Otgjgihe Hntiinmihddhtgry F@U
Nhprgxeingj F@U
Jiheoroin Gstoghrt`ritis F@U
Grhi
\ivhrgxhlhn F@U
hntieghcuihnt
Uoioetivo
Jhpgxotino @EI sorgtgnin F@U
roupthbo inìlitgr
Ihphtinil Jistgsyihto F@U
Ugrhmonil Zgsyihto Hntinogpihstie F@U
Origtinil F@U
Zrohtdont gm
Moluxgstht @yporurieodh F@U
hnj e`rgnie Cgut

Ehroors
So `hvo hiwhys egnsijoroj pogpio gur egro egdpotoney. Zò egdphny `hs hiwhys httrilutoj its
sueeoss hnj pgsitign in dhrbot tg its odpigyoos w`g egdo wit` tò vicgur tg rgeb tò wgrij gm
p`hrdh. Gur tohds hro stohdinc wit` pogpio w`g egdo hergss hs hccrossivo tohd pihyors. Zò
onorcy hnj dhturity t`ht gur pogpio lrinc is jrivinc gur egdphny tg loegdo gno gm tò dgst
rospoetoj hnj tgp ngte` odpigyoo-mrionjiy egdphny.
Gur ommgrts hro hiwhys thrcotoj tg gmmor tò lost onvirgndont tg wgrb mgr gur porsgnnoi.
So unjorsthnj t`ht h ric`t onvirgndont, wòro tò pgtontihi hnj ehphliiitios gm odpigyoos hro
thppoj tg tò dhxidud hjvhnthco, prgvijos wgrb shtismhetign tg lgt`, tò egdphny hnj its
pogpio. So try tg onsuro t`ht hny ihtont thionts lrguc`t tg tò lone` hro `gnoj tg doot tò
e`hiioncos mheoj
ly tò grchnizhtign ht lusinoss iovoi.
E`grus loiiovos in doritgerhey, h systod in wìe` hjvhneodont is lhsoj gn injivijuhi hliiity gr

heìovodont, wìio roegcnizinc hnj rowhrjinc egntrilutigns gm its odpigyoos.

E@H[ZO\-5
5.8 \oviow gm iitorhturo hnj \osohre` josicn
H iitorhturo roviow gr nhrrhtivo roviow is h typo gm roviow hrtieio. H iitorhturo roviow is

h se`gihriy phpor, wìe` ineiujos tò eurront bngwiojco ineiujinc sulsthntivo minjincs, hs woii
hs tògrotiehi hnj dot`gjgigciehi egntrilutigns tg h phrtieuihr tgpie. Iitorhturo roviows
hro soegnjhry sgureos, hnj jg ngt ropgrt now gr gricinhi oxporidonthi wgrb. Dgst gmton
hssgeihtoj wit` hehjodie-griontoj iitorhturo, sue` roviows hro mgunj in hehjodie jgurnhis, hnj
hro ngt tg lo egnmusoj wit` lggb roviows t`ht dhy hisg hppohr in tò shdo puliiehtign.
Iitorhturo roviows hro h lhsis mgr rosohre` in nohriy ovory hehjodie mioij. H nhrrgw-segpo
iitorhturo roviow dhy lo ineiujoj hs phrt gm h poor-roviowoj jgurnhi hrtieio prosontinc now
rosohre`, sorvinc tg situhto tò eurront stujy witìn tò lgjy gm tò roiovhnt iitorhturo hnj tg
prgvijo egntoxt mgr tò rohjor. Fn
sue` h ehso, tò roviow usuhiiy proeojos tò dot`gjgigcy hnj rosuits soetigns gm tò wgrb.
Iitorhturo roviow
( Nirhj, Cupth, hnj Nhrhsid`hn <;;82 \oinhrtz hnj Budhr <;;;) t`ht strossos tò idpgrthneo
gm dgjorhtinc ommoets. Zùs, it is prglhliy ngt truo t`ht dgro roihtignsìp luiijinc is
hiwhys
lottor2 rhtòr, luiijinc tò "ric`t" typo gm roihtignsìp (wìe` joponjs gn situhtignhi mhetgrs) is
eritiehi. Fn gtòr wgrjs, mheiiithtgrs sue` hs grchnizhtignhi josicn, hjoquhto ineontivo seòdos,
hnj inmgrdhtign toe`ngigcy rosgureos, hs woii hs injustry, egdphny, gr eustgdor strueturos, dhy
hmmoet tò pormgrdhneo gm roihtignsìp dhrbotinc hetivitios.
Uwimt (<;;;) hrcuos, hnj wo egneur, t`ht grchnizhtigns wiii lonomit mrgd hjgptinc h
roiovhnt strhtocie E\D jominitign mgr tòir mird hnj onsurinc its egnsistont uso
t`rguc`gut tòir grchnizhtign. Zùs, wo jovoigpoj h jominitign gm E\D t`ht romioetoj
[orspoetivo 5. So oxhdinoj tò E\D iitorhturo, syntòsizoj hspoets gm tò vhrigus
jominitigns intg h jrhmt jominitign, hnj tòn tostoj it wit` prhetieinc dhnhcors. Hs gur
rosohre` prgcrossoj, wo wont t`rguc` sovorhi itorhtigns. Zò rosuit is tò mgiigwinc jominitign,
wìe` wo uso mgr tò purpgsos gm tìs stujy.
Hn idpgrthnt hspoet gm tò E\D jominitign t`ht wo whntoj tg oxhdino whs its hssgeihtign wit`
toe`ngigcy. Zìs is idpgrthnt loehuso E\D toe`ngigcy is gmton inegr roetiy oquhtoj wit` E\D
(\oinhrtz, Brhmmt, hnj @gyor <;;:), hnj h boy rohsgn mgr E\D mhiiuro is viowinc E\D
hs h toe`ngigcy initihtivo (Bhio <;;:). Mgr tìs rohsgn, wo roviow tò jominitigns in tò
Hpponjix
wit` spoeihi httontign tg tòir odp`hsis gn toe`ngigcy. Zìs roviow succosts t`ht E\D ehn lo
jominoj mrgd ht iohst t`roo porspoetivos1 nhrrgwiy hnj thetiehiiy hs h phrtieuihr toe`ngigcy
sgiutign, wijo-rhncinc toe`ngigcy2 hnj eustgdor eontrie. Zòso porspoetivos ehn lo pgrtrhyoj hs
h egntinuud. Gno grchnizhtign wo intorviowoj, wìe` spont dgro t`hn $5; diiiign gn FZ
sgiutigns hnj systods intocrhtign, joseriloj E\D sgioiy in tords gm its UMH prgjoet. Ht
tìs oxtrodo, E\D is jominoj nhrrgwiy hnj thetiehiiy hs h phrtieuihr toe`ngigcy sgiutign
(o.c., B`hnnh <;;8). So ehii tìs E\D "[orspoetivo 8." Gtòr jominitigns, sue` hs t`ht gm
Butnor hnj Eripps (8663), t`guc` sgdow`ht lrghjor, hisg mhii intg tìs ehtocgry. Fn hngtòr
grchnizhtign t`ht
wo intorviowoj, tò tord E\D whs usoj tg romor tg h wijo rhnco gm eustgdor- griontoj FZ hnj
Fntornot sgiutigns, romioetinc Utgno hnj Sggjegeb's (<;;8) jominitign. Zìs roprosontoj E\
D
"[orspoetivo <," h pgint nohrs tò dijjio gm tò egntinuud.
Eustgdor \oihtignsìp Dhnhcodont (E\D) `hs loegdo gno gm tò dgst jynhdie
toe`ngigcy tgpies gm tò diiionniud. Heegrjinc tg Eòn hnj [gpgvie` (<;;5), E\D is ngt h
egneopt t`ht is rohiiy now lut rhtòr juo tg eurront jovoigpdont hnj hjvhneos in
inmgrdhtign hnj ontorpriso sgmtwhro toe`ngigcy, it `hs hssudoj prhetiehi idpgrthneo. Zò
rggt gm E\D is roihtignsìp dhrbotinc, wìe` `hs tò gljoetivo gm idprgvinc tò ignc-
tord prgmithliiity gm eustgdors ly
dgvinc hwhy mrgd prgjuet-eontrie dhrbotinc.

Lgso (<;;<) ngtoj t`ht E\D whs invontoj loehuso tò eustgdors jimmor in tòir promoroneos hnj
pure`hsinc `hlits . Fm hii eustgdors woro hiibo, tòro wiii lo iittio nooj mgr E\D. Hs h
rosuit, unjorsthnjinc eustgdor jrivors hnj eustgdor prgmithliiity, mirds ehn lottor thiigr tòir
gmmorincs tg dhxidizo tò gvorhii vhiuo gm tòir eustgdor pgrtmgiig (Eòn hnj [gpgvie`) . Zò
httontign E\D is eurrontiy roeoivinc hergss lusinossos is juo tg tò mhet t`ht tò dhrbotinc
onvirgndont gm tgjhy is ìcìy shturhtoj hnj dgro egdpotitivo (E`gu ot hi, <;;<) .
Heegrjinc tg Croonlorc (<;;:), E\D conorhiiy is hn ontorpriso-mgeusoj onjohvgr
onegdphssinc hii jophrtdonts in h
lusinoss . @o murtòr oxpihins t`ht, in hjjitign tg eustgdor sorvieo, E\D wguij hisg ineiujo,
dhnumheturinc, prgjuet tostinc, hssodliinc hs woii hs pure`hsinc, hnj liiiinc, hnj ùdhn

rosgureo, dhrbotinc, shios hnj oncinoorinc. Eòn hnj [gpgvie` (<;;5) hrcuoj t`ht E\D is
h egdpiiehtoj hppiiehtign wìe` dinos eustgdor jhth, wìe` `hs loon rotriovoj mrgd hii tò tgue`
pgints gm tò eustgdor, wìe` tòn erohtos hnj onhlio tò grchnizhtign tg `hvo egdpioto viow
gm tò eustgdors. Zò rosuit is t`ht mirds hro hlio tg unegvor hnj jotordino tò ric`t typo
gm eustgdors hnj projietinc tronj gm tòir muturo pure`hsos. E\D is hisg jominoj hs hn
hii odlrheinc hpprghe` t`ht sohdiossiy intocrhtos shios, eustgdor sorvieo, dhrbotinc, mioij
suppgrt hnj gtòr munetigns t`ht tgue` eustgdors (E`gu ot hi, <;;<) . Zòy murtòr sthtoj t`ht
E\D is h ngtign rochrjinc `gw hn grchnizhtign ehn boop tòir dgst prgmithlio eustgdors hnj
ht tò shdo tido rojueo egst, inerohso in vhiuos gm intorhetign wìe` tòn iohjs tg ìc` prgmits.
Zò dgjorn eustgdor roihtignsìp dhnhcodont egneopt whs s`hpoj hnj inmiuoneoj ly
tò tògrios gm tgthi quhiity dhnhcodont (Cuddossgn) hnj ly now toe`ngigciehi
phrhjicds (Qinoijin, <;;;). Zòro is `gwovor, h poreoivoj iheb gm eihrity in tò jominitign
gm eustgdor roihtignsìp dhnhcodont, hit`guc` hii heeoptoj jominitigns hro s`hrinc
hpprgxidhtoiy tò shdo
lhsie egneopts1 eustgdor roihtignsìps, eustgdor dhnhcodont, dhrbotinc strhtocy, eustgdor
rotontign, porsgnhiizhtign (Qinoijin <;;;). @gwovor, wìio hehjodies jolhto tò sultitios
gm vhrigus jominitigns, tò prhetitignors `hvo jovoigpoj h wohit` gm hppiiehtivo phpors hnhiyzinc
tò egneroto e`hiioncos hnj gppgrtunitios gm idpiodontinc tò systods (Lheuvior ot hi. <;;8).
E\D in sgdo mirds is egnsijoroj hs h toe`ngigcy sgiutign, egnsijorinc gm injivijuhi
jhthlhsos hnj shios mgreo hutgdhtign tggis hnj shios hnj dhrbotinc munetigns sg hs tg idprgvo
thrcotinc ommgrt. [oppors hnj \gcors (8666) hrcuoj t`ht gtòr grchnizhtigns viow E\D hs h tggi,
wìe` `hs loon
phrtieuihriy josicnoj mgr gno-tg-gno eustgdor egdduniehtigns, wìe` is tò munetign gm shios,
ehii eontros gr tò dhrbotinc jophrtdonts. Heegrjinciy Mrgw hnj [hyno (<;;:) hjjoj t`ht E\D
strossos twg-why egdduniehtign mrgd tò eustgdor tg tò suppiior tg luiij tò eustgdor gvor
tido. Zò twg-why egdduniehtign `hs loon on`hneoj crohtiy ly hjvhneos in toe`ngigcy
phrtieuihriy tò Fntornot.
Fn tord gm inmgrdhtign toe`ngigcy (FZ), E\D dohns hn ontorpriso ― wijo intocrhtign

gm toe`ngigcios wgrbinc tgcotòr sue` hs jhth whro`guso, wol sito, hnj intrhnot/oxtrhnot,
p`gno suppgrt systod, heeguntinc, shios, dhrbotinc hnj prgjuetign. Bgtior (<;;;) hssuroj t`ht
E\D
usos FZ tg chtòr jhth, wìe` ehn tòn lo usoj tg jovoigp inmgrdhtign hequiroj tg erohto h dgro

porsgnhi intorhetign wit` tò eustgdor. Fn tò ignc-tord, it prgjueos h dot`gj gm

egntinugus
hnhiysis hnj roinmgreodont in grjor tg on`hneo eustgdor‖s iimotido vhiuo wit` mirds.
Cgijonlorc (<;;;) loiiovos t`ht E\D is ngt doroiy toe`ngigcy hppiiehtigns mgr dhrbotinc, shios
hnj sorvieos lut rhtòr wòn it is sueeossmuiiy idpiodontoj 2 it onhlios mirds tg `hvo
ergss munetignhi , eustgdor-jrivon , toe`ngigcy-intocrhtoj lusinoss prgeoss dhnhcodont
strhtocy t`ht dhxids roihtignsìps. Eìn ot hi (<;;5) sthtoj t`ht t`ht juo tg dhny
toe`ngigciehi sgiutigns hvhiihlio mgr E\D hutgdhtign, it is gmton disegnstruoj hs h pioeo
gm toe`ngigcy. Lut tòy dhinthinoj t`ht in roeont tidos dhny egdphnios `hvo rohiizoj tò
strhtocie idpgrthneo gm E\D, hnj hs h rosuit, it is loegdinc h lusinoss vhiuo-ommgrt rhtòr t`hn
toe`ngigcy- eontrie ommgrt.
_sinc inmgrdhtign toe`ngigcy hs hn onhlior, E\D strhtocy iovorhcos boy munetignhi hrohs
tg dhxidizo prgmithliiity gm eustgdor intorhetigns (Eòn hnj [gpgvie`, <;;5). Ft `hs
loon roegcnizoj t`ht toe`ngigciehi hjvhneodonts hnj inngvhtigns , boon egdpotitivo
dhrbotinc onvirgndont , egupioj wit` tò intornot hro dhin jrivors gm prosont hnj
muturo eustgdor
prgmithliiity wìe` dhbos it pgssilio tg hpprgprihtoiy hnj prgpgrtignhtoiy hiigehto mird‖s
rosgureos tg hii munetignhi hrohs t`ht hmmoet eustgdor roihtignsìp ( E`gu ot hi , <;;5).
Mgr eustgdors, E\D gmmors eustgdizhtign, sidpiieity hnj egnvonioneo mgr egdpiotinc
trhnshetigns irrospoetivo gm tò binj gm e`hnnoi gm intorhetign usoj (Cuihti hnj Chring,
<;;;). Dhny lusinossos tgjhy rohiizo tò idpgrthneo gm E\D hnj its pgtontihi tg òip tòd
heìovo hnj susthin h egdpotitivo ojco ([opphrj, <;;;). Zìs viow whs murtòr lggstoj ly
Lgso (<;;<) t`ht hs h rosuit gm e`hncinc nhturo gm tò ciglhi onvirgndont hnj egdpotitign,
mirds ehnngt egdpoto mhvgrhliy wit` dingr hjvhnthcos hnj triebs t`ht ehn ohsiiy lo egpioj ly
egdpotinc mirds .Zò idpiodonthtign gm E\D is hn onhlioj gppgrtunity tg riso hlgvo
dingr hjvhnthcos wit` rohi mgeus gn jovoigpinc hetuhi roihtignsìps wit` eustgdors. Mirds
t`gso hro dgst sueeossmui ht joiivorinc w`ht eustgdors whnt hro tò dgro iiboiy tg lo iohjors
gm tò muturo.
Uinbgvies hnj C`huri (<;;6) roihto tò noeossity mgr onchcinc in eustgdor
roihtignsìp dhnhcodont tg ìc` egst gm jiroet shios, ìcìy intonsimyinc iovoi gm egdpotitign
in tò ciglhi iovoi, hnj nooj mgr inmgrdhtign hlgut vhrigus hspoets gm tò lusinoss in conorhi,
hnj egnsudor
lo`hvigur in phrtieuihr, t`ht ehn lo usoj tg inerohso tò iovois gm shios.

Duoiior (<;8;) e`hrhetorisos eustgdor roihtignsìp dhnhcodont hspoet gm tò lusinoss hs h

ìcìy jynhdie, hnj egnvineinciy hrcuos t`ht lusinossos `hvo tg hjgpt h prghetivo hpprghe` in
jovisinc roiovhnt prgcrhds hnj initihtivos in grjor tg rodhin egdpotitivo in tòir injustrios.
Zò wgrb gm Dhtùr (<;8;) roprosonts hngtòr sicnimiehnt egntrilutign tg tò rosohre` hroh tg lo
usoj in tò stujy. Nhdoiy, tò hut`gr prgvijos h wijo rhnco gm spoeimie eustgdor roihtignsìp
dhnhcodont toe`niquos hnj prineipios t`ht hro usoj ly duitinhtignhi lusinossos. Zò minjincs gm
Dhtùr (<;8;) ehn lo egdphroj tg tò pridhry jhth minjincs in tò prgpgsoj rosohre`,
tùs on`hneinc tò segpo gm tò stujy.
Bùrhnh (<;8;), gn tò gtòr `hnj, jiseussos tò egneopt gm eustgdor roihtignsìp dhnhcodont
in h croht jothii, hnj hisg hjjrossos hjvhnthcos hnj jishjvhnthcos hssgeihtoj wit` h rhnco
gm roiovhnt sgmtwhro hppiiehtigns.
[rhjhn‖s (<;;6) ’\othiiinc Dhnhcodont— is hngtòr ngtowgrt`y sgureo t`ht is cginc tg lo
usoj in tò stujy. Upoeimiehiiy ijontimios eustgdor roihtignsìp dhnhcodont hs hn odorcinc
hspoet gm dhrbotinc in rothii hnj jiseussos its idpgrthneo mgr onsurinc ignc-tord crgwt`
mgr rothii
lusinossos.
Dgrogvor, Egx‖s (<;88) ’\othii Hnhiyties1 Zò Uoerot Sohpgn— josorvos hisg tg lo dontignoj
in òro t`hnbs tg tò dgst dgjorn hnj mros` porspoetivo tò hut`gr hjgpts in grjor tg hpprghe`
tò rosohre` issuos. Zò dgst vhiuhlio phrt gm tìs spoeimie hrtieio is t`ht it prgvijos
ìcìy
prhetiehi roegddonjhtigns tg rothiiors gm vhrigus sizos in tords gm inerohsinc tò iovois gm
rovonuos t`rguc` hjgptinc h rhnco gm eustgdor roihtignsìp dhnhcodont prineipios.
L`htih‖s (<;;0) wgrb, ’\othii Dhnhcodont— is hisg cginc tg lo usoj in tò prgpgsoj stujy juo
tg tò sicnimiehneo gm tò egntrilutign gm tò wgrb tg tò rosohre` hroh. L`htih (<;;0)
gmmors in- jopt` jiseussigns roihtoj tg tò uso gm igyhity ehrjs ly rothiiors, hnj tìs
roprosonts h egdproònsivo hnhiysis gm tò issuo in tò soegnjhry jhth.
\hhl ot hi (<;;0) in ’Eustgdor roihtignsìp dhnhcodont1 h ciglhi porspoetivo—. Zò vhiuo

gm tìs spoeimie wgrb tg tò prgpgsoj rosohre` ehn lo oxpihinoj in h why t`ht it wiii
hiigw tò egdphrisgn gm eustgdor roihtignsìp dhnhcodont prineipios tg tò sidiihr prineipios
oxoreisoj
ly gtòr duitinhtignhi rothiiors in h ciglhi dhrbotpiheo.

[oppors hnj \gcors (<;88), tòro is ciglhi tonjoney in eustgdor roihtignsìp dhnhcodont t`ht
roihtos tg tò sìmt mrgd trhnshetignhi dgjoi tgwhrjs tò roihtignsìp dgjoi. Fn gtòr
wgrjs, [oppors hnj \gcors (<;88) hrcuo t`ht shtismyinc eustgdor noojs hs h rosuit gm gn-tido
trhnshetign is ngt summieiont tgjhy in grjor tg onsuro tò ignc-tord crgwt` gm tò lusinossos.
Fnstohj, lusinossos `hvo tg strivo tg dhinthin ignc-tord roihtignsìps wit` tòir eustgdors
in grjor tg dhinthin mioxiliiity tg hjgpt tòir inerohsinc oxpoethtigns hnj tùs heìovinc tòir
iimo- ignc igyhity. [oppors hnj \gcors (<;88) murtòr stross t`ht, lusinossos t`ht
romusos tg hebngwiojco tìs tonjoney in tò ciglhi dhrbotpiheo wguij lo risbinc tòir
dhrbot s`hro hnj crgwt` prgspoets in tò muturo.
5.< UZHZODONZ GM Z@O [\GLIOD
\oihtignsìp dhrbotinc `hs loegdo h luzz wgrj in dhrbotinc dhnhcodont prhetieo hnj tògry
([hidhtior ot hi. <;;=). Zò e`hiionco tòn loegdos idpiodontinc roihtignsìp dhrbotinc wit`
hlsgiuto dohsuros tg cuhrhntoo eustgdor eihssimiehtign hnj dgnitgrinc tò roturn gn eustgdizoj
gmmors tg tò dhrbot. Ovon t`guc` iitorhturo `hs s`gwn t`ht roihtignsìp dhrbotinc iohjs
tg
pormgrdhneo, in prhetieo mirds struccio tg hjhpt dgjois tg tòir lusinoss egntoxts. Mirds iggb mgr
whys tg dhbo heegunthlio hii dhrbotinc roihtignsìp strhtocy.
5.5 GLAOEZF]OU GM UZ_JV

Zg stujy tò Eustgdor Eontrie Hpprghe` hjgptoj ht E`grus Ihls Itj.
 Zg unjorsthnj eustgdors mhetgr inmiuoneinc Eustgdor \oihtignsìp Dhnhcodont.
Zg ovhiuhto tò Eustgdor \oihtignsìp Dhnhcodont hpprghe` hjgptoj in E`grus Ihls


Itj.

5.: \OUOH\E@ JOUFCN
ZV[O GM \OUOH\E@
Zò stujy wiii lo joseriptivo in nhturo
[G[_IHZFGN
Eustgdors
UHD[IO UFQO
Zò shdpio mgr tò stujy wguij lo iiditoj tg 8;; rospgnjonts.
UHD[IFNC _NFZ
Mgr tìs stujy tò rospgnjonts wiii lo tò eustgdors gm E`grus Ihls Itj.
ZV[O GM UHD[IFNC
Uidpio rhnjgd dot`gj wiii lo usoj mgr tò stujy.
5.5 ZGGIU GM JHZH EGIIOEZFGN
[ridhry jhth1
 quostignnhiro
porsgnhi intorviow

Uoegnjhry jhth1
Zò soegnjhry jhth mgr tìs wgrb wiii lo glthinoj mrgd egdphny dhchzinos hnj lrgeùros,
wolsito, nowsphpors, intornot, toxt lggbs, ropgrts hnj gtòr prgdgtignhi dhtorihis.
5.= [IHN GM HNHIVUFU
Zò purpgso gm jhth hnhiysis hn intorprothtign p`rhso is tg trhnsmgrd tò jhth egiioetoj intg
erojilio ovijoneo hlgut tò jovoigpdont gm intorvontign hnj its pormgrdhneo. Zìs prgeoss
usuhiiy ineiujos mgiigwinc stops1

❝ Grchnizinc tò jhth mgr hnhiysis (jhth prophrhtign)
❝ Joserilinc tò jhth
❝ Fntorprotinc tò jhth (hssossinc tò minjincs hchinst tò hjgptoj ovhiuhtign eritorih)
Zò jhth egiioetoj mrgd vhrigus sgureos wiii lo thluihtoj hnj tò roprosontoj usinc tò
poreonthco dot`gj. Crhpìehi tggis iibo lhr jihcrhds, pio e`hrts ote., wiii lo usoj tg iiiustrhto
tò thluihtoj jhth pietgrihiiy. Fnmoroneos hnj intorprothtign gm tò jhth wiii lo jgno gn tò lhsis
gm thluihtoj jhth.

E@H[ZO\-:
JHZH HNHIVUFU HNJ FNZO\[\OZHZFGN
ZHLIO :.8
S`g hro ygur eustgdors7
[hrtieuihr Ng. gm rospgnjonts [oreonthco
S`gioshior <; <;%
\othiior 5; 5;%
Lgt` << <<%
Ngno gt tòso 0 0%
Crhnj Zgthi 8;; 8;;%
Hnhiysis
Zò thlio oxpihins gut gm 8;; rospgnjonts, << rospgnjonts shys lgt`, 0 rospgnjonts shys
ngno gm tòso, 5; rospgnjonts shys rothiior hnj <; rospgnjonts shys w`gioshior.

Crhp` :.8
S`g hro ygur eustgdors
<;% <<%
Lgt`
Ngno gm tòso
0%
\otailor
S`glosalor
5;%
Fntrprothtign
Zò crhp` roprosonthtign gm tò thlio s`gwn t`ht 5;% hro mrgd tò rothiior shys rospgnsos gm
tò egdphny. Zò inerohso tò w`gioshior is dust lo idpgrthnt gm egdphny inerosinc gm tò
prgmit.

Zhlio :,<
Hro ygur eustgdor‖s noojs eiohriy jominoj 7
[hrtieuihr Ng. gm rospgnjonts [roeonthco
Vos =3 =3%
Ng 55 55%
Hnhiysis
Zò thlio jodgnstrhtos t`ht gut gm 8;; rospgnjonts, =3 rospgnjonts shys yos hnj 55 shys ng
rochrjinc eustgdor noojs eiohriy jominoj.
B\_[HNFJ@F JOC\OO EGIIOCO [hco :;

Crhp` :.<
Hro ygur eustgdor‖s noojs eiohriy jominoj
55%
Ng
Vos
=3%
Fntorprothtign
Zò crhpìehi roprosonthtign gm thlio s`gws =3% rospgnjonts shys yos in rochrjinc
eustgdor noojs eiohriy jominoj. Zò egdphny hiwhys tìnb hlgut eustgdor w`ht tòy whnt
hnj noojs in grchnizhtign it‖s egdphny s`guij lo eiohriy jominoj.
B\_[HNFJ@F JOC\OO EGIIOCO [hco :8

ZHLIO :.5
Jg ygu egnjuet eustgdor shtismhetign survoys7
\gw Ihlois Egunt gm Jg ygu egnjuet eustgdor shtismhetign survoys7
Ng 0
Vos 5<
Crhnj Zgthi 8;;
HNHIVUFU
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, :0 rospgnjonts shys NG hnj 5< rospgnjonts
shys VOU rochrjinc eustgdor shtismhetign survoy.
B\_[HNFJ@F JOC\OO EGIIOCO [hco :<

C\H[@ :. 5
Jg ygu egnjuet eustgdor shtismhetign survoys
:0% Ng
5<% Vos
FNZO\[\OZHZFGN
Zò crhp` roporsonts t`ht 5<% rospgnsos hro shys Vos in rochrjinc eustgdor
shtismhetign survoy. :0% rospgnsos shys Ng in eustgdor shtismhetign survoy.

Zhlio :.:
Zò egdduniehto rosuits gm ygur eustgdor shtismhetign survoys rocuihriy t`rguc`gut

tò egdphny7
Ng, gm rospgnjonts [roeonthco

[hrtieuihr
Vos =: =:%
Ng 5= 5=%
Hnhiysis
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, =: rospgnjonts shys VOU hnj 5: rospgnjonts
shys NG rochrjinc eustgdor shtismhetign survoys rocuihriy t`rguc`gut tò egdphny.
B\_[HNFJ@F JOC\OO EGIIOCO [hco ::

Crhp` :.:
Zò egdduniehto rosuits gm ygur eustgdor shtismhetign survoys rocuihriy t`rguc`gut tò
egdphny
5=%
Ng
Vos
=:%
Fntorprothtign
Zò crhp` roprosonts gm tò thlio s`gws =:% rospgnjonts shys VOU in rochrjinc eustgdor
shtismhetign survoys rocuihriy t`rguc`gut tò egdphny. Zò eustgdor shtismhetign survoy
lonomieihi gm tò egdphny.

Zhlio :, 5
Hetivoiy soob gut eustgdor egddonts hnj egdpihints7
8.@icìy jishcroo 8 8%
<.Jishcroo : :%
5.Noutrhi 88 88%
:.Hcroo 5: 5:%
5.Oxtrodiy hcroo 5; 5;%
Hnhiysis
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, 8 rospgnjonts shys ìcìy jishcroo, :
rospgnjonts shys jishcroo, 88 rospgnjonts shys noutrhi, 5: rospgnjonts shys hcroo hnj 5;
rospgnjonts shys oxtrodoiy hcroo rochrjinc soob gut eustgdor egddonts hnj egdpihints.
B\_[HNFJ@F JOC\OO EGIIOCO [hco :=

Crhp` :.5
Hetivoiy soob gut eustgdor egddonts hnj egdpihints
8%
:%
88%
8st Xtr
<nd Xtr
5;% 5rd Xtr
:t` Xtr
5:% 5t` qtr
Fntorprothtign
Zò crhp` roprosonts t`ht 5;% rospgnsos hro oxtrodoiy hcroo in rochrjinc soob gut
eustgdor egddonts hnj egdpihints. Uoegnj rospgnsos 5:% shys hcroo gm tò thbinc eustgdor
egddonts hnj egdpihints.

Zhlio :.=
@gw jg ygu cot eustgdor egddonts hnj egdpihints7
[hrtieuihr Ng, gm rospgnjonts [roeonthco

Mheo tg mheo intorviow <5 <5%
Mgrdhi survoy <3 <3%
Gtòrs 6 6%
Zgii mroo nudlors 56 56%
Hnhiysis
Zò thlio s`gws t`ht gut 8;; rospgnjonts, <5 rospgnjonts shys mheo tg mheo intorviow, <3
rospgnjonts shys mgrdhi survoy, 6 rospgnjonts shys gtòrs hnj 56 rospgnjonts shys tgii mroo
nudlor rochrjinc eustgdor egddonts hnj egdpihints.

Crhp` :.=
@gw jg ygu cot eustgdor egddonts hnj egdpihints
<5
56 Maeo tg maeo intorviow
Mgrdal survoy
Gtòrs
Zgll mroo nudlors
<3
6
Fntorprothtign
Zò crhp` roprosonts t`ht 56% rospgnsos hro cot tò eustgdor egddonts hnj egdpihints
mrgd tgii mroo nudlor. Mheo tg mheo intorviow hnj mgrdhi survoy is idprgvinc tò egdphny.

Zhlio :.3
@gw jg ygu cot inmgrdhtign hlgut tò eustgdors7
[hrtieuihr Ng, gm rospgnjonts [oreonthco

Mheo tg 8: 8:%
mheo
intorviow
Gtòrs 8: 8:%
Uurvoy :6 :6%
Zgii mroo nudlor <5 <5%
Hnhiysis
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, 8: rospgnjonts shys mheo tg mheo intorviow, 8:
rospgnjonts shys gtòrs, :6 rospgnjonts shys survoy hnj <5 rospgnjonts shys rochrjinc tò
inmgrdhtign hlgut tò eustgdor.
Crhp` :,3
@gw jg ygu cot inmgrdhtign hlgut tò eustgdors
Maeo tg maeo
8:%
intorviow Gtòrs
<5%
Uurvoy
8:% Zgll mroo nudlor
:6%
Fntorprothtign
Zò crhp` roprosonts t`ht :6% rospgnsos hro survoy in tò rochrjinc inmgrdhtign hlgut tò
eustgdor. Zò vory is ùco dhrbot hnj dhin eity t`ht wiii lo egnsijor hnj jginc h survoy in tò
piheo.

Zhlio :.0
Jg ygu hnhiyzo e`hnnoi ommoetivonoss7
Vos =5 =5%
Ng 55 55%
Hnhiysis
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, 55 rospgnjonts shy yos hnj =5 rospgnjonts shys
ng rochrjinc hnhiyzo e`hnnoi ommoetivonoss.

Crhp` :.0
Jg ygu hnhiyzo e`hnnoi ommoetivonoss
55%
Ng
Vos
=5%
Fntorprothtign
Zò crhp` roprosonts t`ht =5% rospgnsos hro yos in tò rochrjinc tò hnhiyzo e`hnnoi
ommoetivonoss. Zò egdphny tòy whnt tg crgw e`hnnoi is dgro idpgrthnt in wgrij hnj dgro
ommoetivonoss hisg.

Zhlio :.6
Jg ygu prgvijo erojit mheiiity tg ygur eustgdors7
Vos 55 55%
Ng :3 :3%
Crhnj 8;; 8;;%

Zgthi
Hnhiysis
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, 55 rospgnjonts shys yos hnj :3 rospgnjonts shys ng
rochrjinc tg prgvijo erojit mheiiity tg ygur eustgdor.

Crhp` :.6
Jg ygu hnhiyzo e`hnnoi ommoetivonoss
:3% Ng
55% Vos
Fntorprothtign
Zò crhp` roprosonts t`ht 55% rospgnsos hro yos in tò rochrjinc hnhiyzo tò e`hnnoi.
Ngwhjhys e`hnnois hro dgro ommoetivo gm dhrbotinc hnj lusinoss purpgso.

Zhlio :.8;
Jg ygu civo egneossigns tg ygur rocuihr eustgdor7
Vos :3 :3%
Ng 55 55%
Hnhiysis
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, :3 rospgnjonts shys ng hnj 55 rospgnjonts shys
yos rochrjinc egneossigns tg ygur rocuihr eustgdor.

Crhp` :.8;
Jg ygu civo egneossigns tg ygur rocuihr eustgdor
:3% Ng
55% Vos
Fntorprothtign
Zò crhp` roprosonts t`ht 55% rospgnsos hro yos in tò rochrjinc egneossigns tg ygur rocuihr
eustgdor. Zò eustgdor hiwhys whnt egneossigns mrgd tò egdphny.

Zhlio :.88
Jg ygu thbo moojlheb mrgd ygur eustgdors7
Vos 58 58%
Ng :6 :6%
Hnhiysis
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, 58 rospgnjonts shys yos hnj :6 rospgnjonts shys
ng rochrjinc thbo moojlheb mrgd ygur eustgdor.

Crhp` :.88
Jg ygu thbo moojlheb mrgd ygur eustgdors
Ng
:6%
58% Vos
Fntorprothtign
Zò crhp` roprosonts t`ht 58% rospgnsos hro yos in tò rochrjinc tò thbo moojlheb mrgd ygur
eustgdor. Zò gtòr :6% rospgnsos hro shys ng . tò egdphny wiii lo roegchnizinc gn tìs
prgliod thbo h mooj lheb mgrd in eustgdor.

Zhlio :.8<
Jg ygu eustgdizo ygur prgjuet gr sorvieos heegrjinc tg tò eustgdor7
Vos :5 :5%
Ng 55 55%
Hnhiysis
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, 55 rospgnjonts shys ng hnj :5 rospgnjonts
shys yos rochrjinc tg eustgdizo prgjuet gr sorvieos heegrjinc tg tò eustgdor.
B\_[HNFJ@F JOC\OO EGIIOCO [hco =;

Crhp` :.8<
Jg ygu eustgdizo ygur prgjuet gr sorvieos heegrjinc tg tò eustgdor
:5, :5%
Ng
Vos
55, 55%
Fntorprothtign
Zò crhp` roprosonts t`ht 55% rospgnsos hro ng in tò rochrjinc eustgdizo prgjuet gr
sorvieos tg tò eustgdor.
B\_[HNFJ@F JOC\OO EGIIOCO [hco =8

Zhlio :.85
Jg ygu `hvo h egneopt gm ’intornhi sorvieo—7
[hrtieuihr Ng, gm rospgnjonts [oreonthco
Vos =; =;%
Ng :; :;%
Hnhiysis
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, =; rospgnjonts shys yos hnj :; rospgnjonts shys ng
rochrjinc egneopt gm intornhi sorvieo.
B\_[HNFJ@F JOC\OO EGIIOCO [hco =<

Crhp` :.85
Jg ygu `hvo h egneopt gm ’intornhi sorvieo—
:;%
Ng
Vos
=;%
Fntorprothtign
Zò crhp` roprosonts t`ht =;% rospgnsos hro yos in tò rochrjinc egneopt gm intornhi sorvieo.
Zò egdphny s`guij lo thbo ehro gm ohe` hnj ovory eustgdor insthtoj gm tòir iimo. Gtòr :;%
rospgnsos wiii lo idprgvos.
Zhlio :.8:
Jg ygu egdduniehto wit` ygur eustgdors mroquontiy7
Vos =< =<%
Ng 50 50%
Hnhiysis
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, 50 rospgnjonts shys ng hnj =< rospgnjonts
shys yos rochrjinc tò egdduniehto wit` ygur eustgdor mroquontiy.
B\_[HNFJ@F JOC\OO EGIIOCO [hco =:

Crhp` :.8:
Jg ygu egdduniehto wit` ygur eustgdors mroquontiy
50%
Ng
Vos
=<%
Fntorprothtign
Zò crhp` roprosonts t`ht =<% rospgnsos hro shys yos in tò rochrjinc egdduniehto wit`
ygur eustgdors mroquontiy. 5=% rospgnsos shys ng in rochrjinc egdduniehto wit` ygur eustgdor
mroquontiy.

Zhlio :.85
Jg ygu rocuihriy roviow tò lusinoss prgeoss tg oiidinhto ngn vhiuo- hjjinc hetivitios hnj
idprgvo eustgdor shtismhetign7
Vos == ==%
Ng 5: 5:%
Hnhiysis
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, == rospgnjonts shys yos hnj 5: rospgjonts hro
shys ng rochrjinc roviow tò lusinoss prgeoss tg oiidinhtos ngn vhiuo hjjinc hetivitios hnj
idprgvo eustgdor shtismhetign.
B\_[HNFJ@F JOC\OO EGIIOCO [hco ==

Crhp` :.85
Jg ygu rocuihriy roviow tò lusinoss prgeoss tg oiidinhto ngn vhiuo- hjjinc
hetivitios hnj idprgvo eustgdor shtismhetign
5:% Ng
Vos
==%
Fntorprothtign
Zò crhp` roprosonts t`ht ==% rospgnsos hro yos in tò rochrjinc tò lusinoss prgeoss tg
oiidinhto ngn vhiuo hjjinc hetivitios hnj idprgvo eustgdor shtismhetign.

Zhlio :.8=
Fs tòro hny idprgvodont in eustgdor rospgnso rhto tg tò dhrbotinc hetivitios7
Vos 58 58%
Ng :6 :6%
Hnhiysis
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, :6 rospgnjonts shys ng hnj 58 rospgnjonts shys
ng rochrjinc idprgvodont in eustgdor rospgnso rhto tg tò dhrbotinc hetivitios.

Crhp` :.8=
Fs tòro hny idprgvodont in eustgdor rospgnso rhto tg tò dhrbotinc hetivitios
:6% Ng
58% Vos
Fntorprothtign
Zò crhp` roprosonts t`ht 58% rospgnsos hro yos in tò rochrjinc idprgvodont in eustgdor
rospgnsos rhto gm tò dhrbotinc hetivitios. :6% rospgnsos hro shys ng.

Zhlio :.83
Fs tòro hny idprgvodont in eustgdor rotontign hnj igyhity7
Vos =; =;%
Ng :; :;%
Hnhiysis
Zò thlio s`gws t`ht gut gm tò 8;; rospgnjonts, =; rospgnjonts shys yos hnj :; rospgnjonts
shys ng rochrjinc idprgvinc eustgdor rotontign hnj igyhiity.
Crhp` :.83
Fs tòro hny idprgvodont in eustgdor rotontign hnj igyhity
:;%
Ng
Vos
=;%
Fntorprothtign
Zò crhp` roprosonts t`ht =;% rospgnsos hro yos in tò rochrjinc idprgvodont in eustgdor
rotontign hnj igyhity. Zò eustgdor hiwhys tìnb hlgut tò iohvinc h ìc` eihss hnj cggj iimo in
tò conorhtign..
Zhlio :.80
Jg tòy civo eorthin httrhetivo gmmors7
Vos =< =<%
Ng 50 50%
Hnhiysis
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, =< rospgnjonts shys yos hnj 50 rospgnjonts
shys ng rochrjinc eorthin httrhetivo gmmors.
Crhp` :.80
Jg tòy civo eorthin httrhetivo gmmors
50%
Ng
Vos
=<%
Fntorprothtign
Zò crhp` roprosonts t`ht =<% rospgnsos hro Vos in tò rochrjinc eorthin httrhetivo gmmors.
Zò egdphny civos dgro httrhetivo gmmors gm tò eustgdor hnj rothiiors. Zò :0%rospgnsos hro
shys Ng.
Zhlio :.86
@gw jg ygu rhto tò prgeoss gm miitorinc ehnjijhtos7

8.@icìy jis hcroo < <%
<.Jishcroo 5 5%
5.Noutrhi 8< 8<%
:.Hcroo :< :<%
5.oxtrodiy hcroo 50 50%
Hnhiysis
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, < rospgnjonts shys ìcìy jishcroo,5
rospgnjonts shys jishcroo, 8< rospgnjonts shys noytrhi, :< rospgnjonts shys hcroo hnj 50
rospgnjonts shys oxtrodoiy hcroo rochrjinc tò prgeoss gm miitorinc ehnjijhtos.
Crhp` :.86
@gw jg ygu rhto tò prgeoss gm miitorinc ehnjijhtos
< 5
8<
8
50
<
5
:<
Fntorprothtign
Zò crhp` roprosonts t`ht :<% rospgnsos hro hcroo in tò rochrjinc prgeoss gm miitorinc
ehnjijhtos. Zò gtòr prgeoss gm miitorinc ehnjijhtos in tòy civo trhininc hnj now toe`ngigcios
hro hjgptinc in tò egdphny.
Zhlio :.<;
Jg tòy prgvijo hny jisegunt gn luib roeruitdont7
Vos 35 35%
Ng <3 <3%
Hnhiysis
Zò thlio s`gws t`ht gut gm 8;; rospgnjonts, 35 rospgnjonts shys yos hnj <3 rospgnjonts shys
ng rochrjinc prgvijinc jisegunt hnj luib roeruitdont.
Crhp` <;
Jg tòy prgvijo hny jisegunt gn luib roeruitdont
<3%
Ng
Vos
35%
Fntorprothtign
Zò crhp` roprosonts t`ht 35% rospgnsos hro yos in tò rochrjinc prgvijinc jisegunt hnj
roeruitdont. Gniy <3% gm rospgnsos shys NG in tò rochrjinc prgvijinc h jisegunt hnj
roeruitdont.
E@H[ZO\ 5
MFNJFNCU, EGNEI_UFGNU HNJ U_CCOUZFGNU
• 5;% rospgnsos hro shys rhthiior rochrjinc eustgdor.

• =3% rospgnjonts shys yos in rochrjinc eustgdor noojs eiohriy jominoj.
• 5<% rospgnsos hro yos in rochrjinc eustgdor shtismhetign survoy.
• =:% rospgnjonts shys VOU in rochrjinc eustgdor shtismhetign survoys

rocuihriy t`rguc`gut tò egdphny.
• 5;% rospgnsos hro oxtrodoiy hcroo in rochrjinc soob gut eustgdor egddonts
hnj egdpihints.
• 5;% rospgnsos hro oxtrodoiy hcroo in rochrjinc soob gut eustgdor egddonts
hnj egdpihints.
• :6% rospgnsos hro survoy in tò rochrjinc inmgrdhtign hlgut tò eustgdor.
• =5% rospgnsos hro yos in tò rochrjinc tò hnhiyzo e`hnnoi ommoetivonoss.
• 55% rospgnsos hro yos in tò rochrjinc prgvijo erojit mheiiity tg ygur eustgdor.
• 55% rospgnsos hro yos in tò rochrjinc egneossigns tg ygur rocuihr eustgdor.
• 55% rospgnsos hro yos in tò rochrjinc moojlheb mgrd eustgdor sijo.
• 55% rospgnsos hro ng in tò rochrjinc eustgdizo prgjuet gr sorvieos tg tò eustgdor.
• =;% rospgnsos hro yos in tò rochrjinc egneopt gm intornhi sorvieo.
• =<% rospgnsos hro shys yos in tò rochrjinc egdduniehto wit` ygur
eustgdors mroquontiy.
• ==% rospgnsos hro yos in tò rochrjinc tò lusinoss prgeoss tg oiidinhto ngn
vhiuo hjjinc hetivitios hnj idprgvo eustgdor shtismhetign.

• 58% rospgnsos hro yos in tò rochrjinc idprgvodont in eustgdor rospgnsos rhto gm
tò dhrbotinc hetivitios.
• =;% rospgnsos hro yos in tò rochrjinc idprgvodont in eustgdor rotontign hnj igyhity.
• =<% rospgnsos hro yos in tò rochrjinc eorthin httrhetivo gmmors.
• :<% rospgnsos hro hcroo in tò rochrjinc prgeoss gm miitorinc ehnjijhtos.
• 35% rospgnsos hro yos in tò rochrjinc prgvijinc jisegunt hnj roeruitdont.
B\_[HNFJ@F JOC\OO [hco
EGIIOCO 36

U_CCOUZFGNU1
8. H eustgdor eontrie quhiity eireio eguij lo mgrdoj in grchnizhtign tg mheiiithto tìs E\D
<. Egdphnios idpiodontinc E\D s`guij boop in dinj t`ht E\D is ngt
jhthlhso dhnhcodont lut h w`gio now why gm iggbinc ht tò lusinoss.

5. Eustgdor ehn dhinthin tò trheb gm tò eustgdors roegrjs.
:. Zrhininc is eritiehi tg tò sueeoss gm ygur eustgdor strhtocy. Ft‖s unhjvishlio tg just
t`rgw h sgpìstiehtoj prgjuet ht hn injivijuhi hnj oxpoet tòd tg sthrt usinc it
prgjuetivoiy hnj sueeossmuiiy wit`gut sgdo mgrdhi trhininc.
5. Eustgdor jhthlhso dust lo dhinthinoj.
=. Moojlheb mrgd tò eustgdor dust ò egiioetoj sg t`ht tò eustgdor‖s gpingn ehn lo
egnsijoroj.
3. Zò egdphny s`guij thbo ehro gm ohe` hnj ovory eustgdor instohj gm tòir sthnjhrj gm
iimo.

EGNEI_UFGN1
Zò lhsie hnj pridhry gljoetivo gm tìs stujy is tg unjorsthnj hlgut tò Dhrbotinc strhtocios,
jophrtdonts hnj munetigns gm tò eustgdor roihtignsìp dhnhcodont. Hii tò jhtos dontignoj gm
sovorhi jophrtdonts hnj hlgut tò nows [hpor Egdphny E`grus ihls itj whs egiioetoj mrgd
rospoetivo jophrtdonts wit` tò cuijhneo hnj òip gm unit dhnhcor gm E`grus ihls itj Dr.
[rhvoon Budhr. . Zìs stujy onhlioj do tg cot in-jopt` bngwiojco gm vhrigus hetivitios gm
eustgdor eontrie strhtocios tgwhrjs eustgdor roihtignsìp dhnhcodont.

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H UZ_JV GN HJG[ZFNC E_UZGDO\ EONZ\FE H[[\GHE@ H UZO[ ZGSH\JU

E_UZGDO\ \OIZFGNU@F[ DHNHCODONZ

. Eustgdor-roihtigns`ip dhnhcodont is hn hpprghe` tg dhnhco h egdphny's intorhetign wit`

B\_[HNFJ@F JOC\OO EGIIOCO [hco 8

Eustgdor \oihtigns`ip Dhnhcodont, gr E\D, is h vithi h phrt gm mhs`ignhlio

Hpprghe`os gm eustgdor roihtigns`ip dhnhcodont

Jovoigpdont hnj jovoigpdont gporhtigns usuhiiy roprosont t`o lost egdpioxnoss

B\_[HNFJ@F JOC\OO EGIIOCO [hco <

@\ ommgrt wiii geeur in phrhiioi tg minhneo gr dissign dhnhcodont. Egnstituont roegrjs

• Uhios mgreo hutgdhtign

• Egnthet eontor hutgdhtign

• Zoe`ngigcy, \oigehtign gr igehtign-lhsoj sorvieos

Eustgdor lonomits gm eustgdor roihtigns`ip dhnhcodont

B\_[HNFJ@F JOC\OO EGIIOCO [hco :

Oic`t lonomits woro roegcnizoj tg prgvijo vhiuo jrivors.

8. On`hneoj hliiity tg thrcot prgmithlio eustgdors.

<. Fntocrhtoj hssisthneo hergss e`hnnois

5. On`hneoj shios mgreo ommieioney hnj ommoetivonoss

5. Eustgdizoj prgjuets hnj sorvieos

=. Fdprgvoj eustgdor sorvieo ommieioney hnj ommoetivonoss

3. Fnjivijuhiizoj dhrbotinc dosshcos hisg ehiioj

0. Egnnoet eustgdors hnj ovory gno e`hnnois gn gno pihtmgrd.

8. Fdprgvo eustgdor sorvieos

<. Fnerohsoj porsgnhiizoj sorvieo gr gno-tg-gno sorvieo

5. \ospgnsivo tg eustgdor's noojs

spoeihiizo in eiiont noojs hnj noojs.

B\_[HNFJ@F JOC\OO EGIIOCO [hco 5

5. Fdprgvo eustgdizhtign gm dhrbotinc

0. Fdprgvo eustgdor bngwiojco

B\_[HNFJ@F JOC\OO EGIIOCO [hco =

8. Hne`grhco in t`o tgp dhnhcodont

dhnhcodont invgivodont, `gwovor sg hs tg inspiro hnj luiij loiiovhliiity, prido dhnhcodont

<. [rgjoet dhnhcor

lo t`o pridhry tg urco jhth rochrjinc romhs`ign ote.

:. Ihune` wit` h LHNC!

B\_[HNFJ@F JOC\OO EGIIOCO [hco 3

Mgur e‖s gm eustgdor roihtigns`ip dhnhcodont

Gljoetivos gm Eustgdor \oihtigns`ip Dhnhcodont

8. Zg stujy t`o eurront prhetieos gm E\D.

5. Zg stujy t`o mhetgrs hmmoetinc t`o E\D prhetieos.

:. Zg stujy t`o rgio gm inmgrdhtign toe`ngigcy in E\D.

Zips gm hjgptinc eustgdor eontrie hpprghe`

B\_[HNFJ@F JOC\OO EGIIOCO [hco 8;

<, ]gieo gm t`o eustgdor hnhiysis

:. \o-jomininc egdphny euituro

surrgunjincs, w`ie` in turn erohtos cggj eustgdor oxporioneo.

@gw tg prgjueo h eiiont-eontrie hpprghe` in eustgdor sorvieo

B\_[HNFJ@F JOC\OO EGIIOCO [hco 8<

Hiicn eustgdor oxpoethtigns wit` t`o eustgdor jgurnoy

B\_[HNFJ@F JOC\OO EGIIOCO [hco 85

t`incs tg boop it egnsistont.

Utrucciinc wit` eustgdor onchcodont hnj rotontign7

_sinc sgeihi dojih

B\_[HNFJ@F JOC\OO EGIIOCO [hco 85

B\_[HNFJ@F JOC\OO EGIIOCO [hco 8=

p`hrdheoutiehi injustry in Fnjih

Dojiehi tgurist1 _pgn hrrivhi, sue` hn injivijuhi is ehiioj h dojiehi tgurist. ℬ

8) Hpgiig @gspithi, E`onnhi

<) Fnjrhprhs`th Hpgiig @gspithis, Now Joi`i

5) Osegrts `ohrt Fnstituto hnj \osohre` Eontro, Now Joi`i

:) Dhx Uupor Upoeihity @gspithi, Now Joi`i

5) Sgeb`hrjt @gspithi hnj Bijnoy Fnstituto, Bgibhth

Fnjih‖s stronct`s in Dojiehi Zgurisd