You are on page 1of 124

p 

  
 p
p
   p 
 p 
      
  



     p
 !"# 

|
à 
p 

| 
i  
 
    
 
 i

 
 
    
  
   
  
  


 
 |i

 
 
    
 


 

 
 |||ii  
  



 
 
    
    
 
   ! 
 
   
 

  
  
 
  

 
 |i
|
   
||
       
|i 
        

i
$%p &   

| "#$#"%&#'(" ( )#* $("+&%&$('+,* )#* -.'/(0,'+#* ',%,*("&#* $("(


$)(',(" #$,"(" 1 /#%.0,'+(" ,-&%&,'+,0,'+, )(* (./&+#"&(* /,

&*+,0(* /, 2,*+&3' /, )( %()&/(/ 4
5
i ,6&*(" )( +,"0&'#)#27( /, )( #"0( 
 i
 ,6&*(" )#* ",8.,"&0&,'+#* ,*$,%7-&%#* /, )( #"0( 
 |i 1
)( ,*+".%+."( /#%.0,'+() /, .'
&*+,0( /, ()&/(/ $("( )#2"(" .'(
%#0$",'*&3' +#+() /,) *&*+,0( ( ,6().(" 1 ,) ,'-#8., /, )(*
./&+#"&(* '+,"'(* ( )#*

 "#$#"%&#'(" #"&,'+(%&3' *#9", )#* $"&'%&$&#* /, (./&+#"&( )( 2,*+&3'
/, )#* $"#2"(0(* /, (./&+#"&( )( ",()&:(%&3' /, (./&+#"&(* /,

(*7 %#0# )( %#0$,+,'%&( /, )#* (./&+#",* ,' 9(*, ( )( #"0(
|||
 #'+"&9.&" () /,*(""#))# /, )#* (*$&"('+,* ( (./&+#",* &'+,"'#*



p  

Ô

#' )(* *&2)(* /, Ô     


    )( %.() +&,',
*. *,/, ,' )( &./(/ /, &',9"(
.&:(
* .'( -,/,"(%&3' 0.'/&() /, #"2('&*0#* '(%&#'(),* /,
'#"0()&:(%&3'

V  Ô


Ô

#' '#"0(* 2,'M"&%(* %#0$),0,'+("&(* ( )(* ,*$,%&-&%(%&#',* /,


)#* $"#/.%+#* 8., %",('
&*+,0(* /, ()&/(/ 8., /,' %#0#
",*.)+(/# ,) 0,N#"(0&,'+# %#'+&'.# /, )( %()&/(/ 1 .'( *(+&*-(%%&3'
%",%&,'+, /, +#/#* )#* %)&,'+,* /, .'( #"2('&:(%&3'
# *#' ,*$,%&-&%(%&#',* +M%'&%(* /, $"#/.%+#
# *#' 0('/(+#"&(*
# *#' $"#2"(0(* /, %#"+( /."(%&3'
# *#' ,) $.'+# -&'() /, )( 0,N#"( %#'+&'.( 

p  

Ô

] 
 
i  !" #" $"! % #" & '& ##
## ()#"! *
+,-)& 

.", -" & /)#"! #" & $' * "0", / , & !" &12 0
& $'
$'

] 
 |
|i  !" #" $"! % #" & '& ##
## "3)  !
!
40", / , & "3)  ! 0 & $' 0& ,-&"  !# 1 5, %
3)" "," !" #"! ) ,0, ## 0 00,  0#),! 3)"
,)0& & "3)  ! #" ) ,& "!" * & "1&"!  3)" &" "
#" 0& ,, % * ) -6"! 7 " )"! & ! /,, % #"& ,& "!"
"!"

] 
 
i  !" #" $"! % #" & '& ##
## . ",! ," 0 &
"6 #"& #""0"8
#""0"8
4& -6"! 7 #" "!  " & "6 #"& #""0"8 #" &
1 5, % * & ! /,, % #" & ,& "!" * #" ! 0!"
!""#
!""#

] 
 |||
|||ii . ",! ," 0 & )# !  #"  !" #" 1"! %
#" & ,& ## *9 "# - "!&
"!&
:0,   "!, % "&! 7  & )# !  #"  !" #"
1"! % #" & ,& ## * #" 1"! % - "!&
"!&



p  

Ñ""/ , #" 0&""!Ô;<<<


Ô!"=
6 > "6 "!),!) " !"1, % " & 0", "
6 "6 ,) ,, % * ,& ## " & /, %
6 ."/  , % ,& #" & "0- & ##" #"! #" &
1 5, %
6 '," & ,) "&" #" & 0-&"
6 .  ), % #" ,!  ,) #" ",?5@ #"0"# ,  *
"!-6
6 :"7", % #" & 0-&"@  ,",, %

4A!"=
6 4!)"7",#
6 "6 1""A!" 
6 "#),, %#")# ! 00!"#"&,& "!"
6 ! /,, %#""3)"  "!#"&,& "!"


:Ô'Ô:Ô.4V$4BÔC.4V'VÔ..
:Ô'Ô:Ô

| 
  
   
        
 
     
 
       
   

! 
    " "       
#     

        $ 


:Ô'Ô:Ô.4V$4BÔC.4V'VÔ..
:Ô'Ô:Ô

: , 0  D 4/3)" & ,& "!"


"!"
V 1 5, " #"0"#" #" ) ,& "!" * 0 & !!
#"-"2 ,0"#" & "," ##" ,!)&" * /)!) #" &
,& "!"@ ! /," & "3)  ! #" & ,& "!" * "/5" "
"A,"#" ) "A0",!! 7
7

: , 0  E V #"51
#"51
V &2#"" "!-&"," & ) ## #" 00% ! * &  "!, %
#" & 1 5, %% 4&& #"-"2 ," * !"" )
- "!" !"@ " "& ,)& "& 0"& 0)"# &&"1 
7&)," !!&"!" " "& &1 #" & -6"! 7 #" &
1 5, %
%

: , 0  F :! , 0, % #"& 0"&


0"&
4& 0"&@  !# &  7"&"@ " & "",  #" )
1 5, % * ) !!& ,0  0 - & ! 3)" )
?- & ##" " )# 0 "& -""/ ,  #" & 1 5, %
%


:Ô'Ô:Ô.4V$4BÔC.4V'VÔ..
:Ô'Ô:Ô

: , 0  G 4/3)" -# " 0,"


0,"
> ")&!# #""# " &,5 H "/ , "!""!" ,)#
& ,! 7 ##" * & ",) "&, # " 1"!  ,
) 0,"
0," +" !" G

: , 0  I 4/3)" #"  !" 0 & 1"! %=


%= Ô#"! / ,@
"!"#" * 1"!  & 0," !""&, # , )
 !"@ ,! -)*"  & "/ ,,  * "/ , ",  #" )
1 5, % " "& &1 #" ) -6"! 7
7

: , 0  J "6 ,! )=


)= V "6 ,! ) #"&
#""0"8 1&-& #" & 1 5, % #"-"2 " ) -6"! 7
0""!" #" K!
K!


:Ô'Ô:Ô.4V$4BÔC.4V'VÔ..
:Ô'Ô:Ô

: , 0  G 4/3)" -# " ?",? 0 & ! #"


#",  %=
%= V #",  " "/ ,," " - " "& H&   #" &
#! * & /, %
%

: , 0  I "&, " )!)"!" -""/ ,  , "&


07""#== > 1 5, % * ) 07""#" 
07""#
!"#"0"# "!"@ * ) "&, % )!)"!" -""/ , 
)"! & ,0, ## #" - 0 ," 7&
7&


|

Oi OÔB4.4$4BÔC.4V'VÔ..
OÔB4.4$4BÔC.4V'VÔ..
(>.4BL+'Ñ>VÔ
',"0!"&! 7&,& ##

||

Oi OÔB4.4$4BÔC.4V'VÔ..
OÔB4.4$4BÔC.4V'VÔ..
(>.4BL+'Ñ>VÔ

',"0!"&! 7&1"! %

|i

Oi OÔB4.4$4BÔC.4V'VÔ..
OÔB4.4$4BÔC.4V'VÔ..
(>.4BL+'Ñ>VÔ
',"0!"&! 7&1"! %

|

Oi OÔB4.4$4BÔC.4V'VÔ..
OÔB4.4$4BÔC.4V'VÔ..
(>.4BL+'Ñ>VÔ
',"0!"&! 7&1 5, %

|

Oi OÔB4.4$4BÔC.4V
OÔB4.4$4BÔC.4V
'VÔ..(>.4BL+'Ñ>VÔ
'VÔ.. (>.4BL+'Ñ>VÔ
',"0!"&! 7&0,"*&0#),!

|

Oi OÔB4.4$4BÔC.4V'VÔ..
OÔB4.4$4BÔC.4V'VÔ..
(>.4BL+'Ñ>VÔ
',"0!"&! 7&,,!"2! ,

|

Oi OÔB4.4$4BÔC.4V'VÔ..
OÔB4.4$4BÔC.4V'VÔ..
(>.4BL+'Ñ>VÔ

',"0!"&! 7&,/ ##

|

Oi OÔB4.4$4BÔC.4V'VÔ..
OÔB4.4$4BÔC.4V'VÔ..
(>.4BL+'Ñ>VÔ
',"0!"&! 7&,/ ##

|

Oi OÔB4.4$4BÔC.4V'VÔ..
OÔB4.4$4BÔC.4V'VÔ..
(>.4BL+'Ñ>VÔ
',"0!"&! 7&#,)"!

|

Oi OÔB4.4$4BÔC.4V
OÔB4.4$4BÔC.4V
'VÔ..(>.4BL+'Ñ>VÔ
'VÔ.. (>.4BL+'Ñ>VÔ
',"0!"&! 7&"A"

i

Oi OÔB4.4$4BÔC.4V'VÔ..
OÔB4.4$4BÔC.4V'VÔ..
(>.4BL+'Ñ>VÔ
',"0!"&! 7&)# ! 

i|

Oi OÔB4.4$4BÔC.4V'VÔ..
OÔB4.4$4BÔC.4V'VÔ..
(>.4BL+'Ñ>VÔ
',"0!"&! 7&)# ! 

ii
4(M>4Ñ.4:'4

ë :)"7" & #0, % #" ) "/3)" -# " 0,"


,)# " #"&&@ 0&""! * "6 & "/",! 7 ## #" )
$'@ 0 )"! & ! /,, % #"& ,& "!" "# !" "&
,)0&  "! #" ) "3)  !
!

ë: 3)" ) 1 5, % /), " #" " "/ ,5@ ! ""
3)" #"! / , * #  ! )" ,! 7 ##"
"&, # "!" 2
2 > ,! 7 ## 3)" )! & 5 ",)@ * 3)"
" #  ! , "& /  #" 0" !  3)" & "&""! #"
"!# " !/" " ")&!#@ " 0)"#" , #"
, ) 0,"
0," (",)"!""!" "& ")&!# #" ) 0,"
,! !)*" # ",!"!" "& "&""! #" "!# #"&  1) "!"
0,"
0,"

i
4(M>4Ñ.4:'4

N o r m a s IS O 9 0 0 0:2 0 0 0

E n fo q u e e n lo s p r o c e s o s d e la o r g a n iz a c ió n

In su m o s P ro d u cto
Proveedores P ro ceso C lie n te s

ë V 0& ,, % #" )  !" #" 0," #"! #" &


1 5, %@ 6)! , & #"! / ,, % " !",, " #"
"! 0,"@ 2 , ) 1"! %@ 0)"#" #" " ,
N"/3)" -# " 0,"O
0,"O

i
#"&#") !"#"1"! %#"&,& ##-#"
0,"

a  
         

#"! „  


 #"!
 
 

a 
  

    !")"*

   


!
'(""!  „ 
 G


#"

%+&6&/(/,*O8.,O($#"+('O6()#"
).N#O/,O&'-#"0(%&3'

i
Ô;<<Di
Ô;<<Di O
O !"#"$"! %#"&'& ##
"3)  !
'B4Ô.
< Ô!#),, %
%
D -6"! * ,0 #" 0& ,, % %
|| ,',"()&/(/,*
|i $)&%(%&3'
E "/"",  ! 7 7
F BK  * #"/  , "
"
G  !" #" 1"! % #" & ,& ## ##
| ,8.&*&+#* 2,',"(),*
i ,8.&*&+#* /, )( /#%.0,'+(%&3'
I "0- & ## #" & # ",, % %
| #0$"#0&*# /, )( /&",%%&3'
i '-#8., () %)&,'+,
 #)7+&%( /, )( %()&/(/
 )(',(%&3'
 ,*$#'*(9&)&/(/ (.+#"&/(/ 1 %#0.'&%(%&3'
 ,6&*&3' $#" )( /&",%%&3'

i
Ô;<<Di
Ô;<<Di O
O !"#"$"! %#"&'& ##
"3)  !
'B4Ô.
J $"! % #" & ",)
",)
| "#6&*&3' /, ",%."*#*
i ,%."*#* P.0('#*
 '-"(,*+".%+."(
 09&,'+, /, +"(9(N#
P "& 5, % #"& 0#),!
0#),!
| )(',(%&3' /, )( ",()&:(%&3' /,) $"#/.%+#
i "#%,*#* ",)(%&#'(/#* %#' ,) %)&,'+,
 &*,Q# 1 /,*(""#))#
 #0$"(*
 "#/.%%&3' 1 $",*+(%&3' /,) *,"6&%&#
 #'+"#) /, )#* /&*$#*&+&6#* /, *,2.&0&,'+# 1 /, 0,/&%&3'
Q "# , %@ H&   * "6
"6
| ,',"()&/(/,*
i
,2.&0&,'+# 1 0,/&%&3'
 #'+"#) /,) $"#/.%+# '# %#'-#"0,
 'R)&*&* /, /(+#*
 ,N#"(
i
Ô;<<Di
Ô;<<Di O
O !"#"$"! %#"&'& ##
"3)  !
< Ô!#),, %
%
] $""& ##"
##"
( (/#$%&3' /, .'
 /,9,"7( *," .'( /,%&*&3' ,*+"(+M2&%( /, )(
#"2('&:(%&3' ) /&*,Q# 1 )( &0$)('+(%&3' /,)
 /, .'( #"2('&:(%&3'
,*+R' &'-).,'%&(/#* $#" /&-,",'+,* ',%,*&/(/,* #9N,+&6#* $("+&%.)(",* )#*
$"#/.%+#* *.0&'&*+"(/#* )#* $"#%,*#* ,0$),(/#* 1 ,) +(0(Q# 1 ,*+".%+."(
/, )( #"2('&:(%&3'
] 4/3)" -# " 0,"
0,"

D -6"! * ,0 #" 0& ,, %


%
DD $""& ##"
##"
*$,%&-&%( )#* ",8.&*&+#* $("( .'
 %.('/# .'( #"2('&:(%&3'
#"2('&:(%&3'
(5 ,%,*&+( /,0#*+"(" *. %($(%&/(/ $("( $"#$#"%&#'(" /, -#"0( %#P,",'+,
$"#/.%+#* 8., *(+&*-(2(' )#* ",8.&*&+#* /,) %)&,'+, 1 )#* ",2)(0,'+("&#*
($)&%(9),*SS 1
($)&%(9),*
95 *$&"( ( (.0,'+(" )( *(+&*-(%%&3' /,) %)&,'+, ( +"(6M* /, )( ($)&%(%&3'
,-&%(: /,) *&*+,0( &'%).&/#* )#* $"#%,*#* $("( )( 0,N#"( %#'+&'.( /,)
*&*+,0( 1 ,) (*,2."(0&,'+# /, )( %#'-#"0&/(/ %#' )#* ",8.&*&+#* /,) %)&,'+,
1 )#* ",2)(0,'+("&#* ($)&%(9),*
i
Ô;<<Di
Ô;<<Di O
O !"#"$"! %#"&'& ##
"3)  !
DE 0& ,, %
%
#/#* )#* ",8.&*&+#* *#' 2,'M"&%#* 1 *, $",+,'/, 8., *,(' ($)&%(9),* (
+#/(* )(* #"2('&:(%&#',* *&' &0$#"+(" *. +&$# +(0(Q# 1 $"#/.%+#
*.0&'&*+"(/#
.('/# .'# # 6("&#* ",8.&*&+#* '# *, $.,/(' ($)&%(" /,9&/# ( )( '(+."(),:(
/, )( #"2('&:(%&3' 1 /, *. $"#/.%+# $.,/,' %#'*&/,"("*, $("( *.
,T%).*&3'
.('/# *, ",()&%,' ,T%).*&#',* '# *, $#/"R (),2(" %#'-#"0&/(/ ( 0,'#*
8., /&%P(* ,T%).*&#',* 8.,/,' ",*+"&'2&/(* ( )#* ",8.&*&+#* ,T$",*(/#* ,'
,) %($7+.)#  1 8., +(),* ,T%).*&#',* '# (-,%+,' ( )( %($(%&/(/ #
",*$#'*(9&)&/(/ /, )( #"2('&:(%&3' $("( $"#$#"%&#'(" $"#/.%+#* 8.,
%.0$)(' %#' )#* ",8.&*&+#* /,) %)&,'+, 1 )#* ",2)(0,'+("&#* ($)&%(9),*

E "/"",  ! 7


7

F BK  * #"/  , "

i
Ô;<<Di
Ô;<<Di O
O !"#"$"! %#"&'& ##
"3)  !
G !" #" 1"! % #" & ,& ####
GD "3)  ! 1""&"
1""&"
( #"2('&:(%&3' #"-" ,*+(9),%," /#%.0,'+(" &0$),0,'+(" 1 0('+,'," .'

 1 0,N#"(" %#'+&'.(0,'+, *. ,-,%+&6&/(/


."-"==
."-"
(5 &/,'+&-&%(" )#* $"#%,*#* ',%,*("&#* $("( ,)
 1 *. ($)&%(%&3'
95 /,+,"0&'(" )( *,%.,'%&( , &'+,"(%%&3' /, ,*+#* $"#%,*#*S
$"#%,*#*S
%5 /,+,"0&'(" )#* %"&+,"&#* 1 0M+#/#* ',%,*("&#* $("( (*,2."("*, /, 8.,
+('+# )( #$,"(%&3' %#0# ,) %#'+"#) /, ,*+#* $"#%,*#* *,(' ,-&%(%,*S
,-&%(%,*S
/5 (*,2."("*, /, )( /&*$#'&9&)&/(/ /, ",%."*#* , &'-#"0(%&3' ',%,*("&#*
$("( ($#1(" )( #$,"(%&3' 1 ,) *,2.&0&,'+# /, ,*+#* $"#%,*#*S
$"#%,*#*S
,5 ",()&:(" ,) *,2.&0&,'+# )( 0,/&%&3' 1 ,) ('R)&*&* /, ,*+#* $"#%,*#*S
$"#%,*#*S ,
-5 &0$),0,'+(" )(* (%%&#',* ',%,*("&(* $("( ()%(':(" )#* ",*.)+(/#*
$)('&-&%(/#* 1 )( 0,N#"( %#'+&'.( /, ,*+#* $"#%,*#*

' )#* %(*#* ,' 8., )( #"2('&:(%&3' #$+, $#" %#'+"(+(" ,T+,"'(0,'+,
%.()8.&," $"#%,*# 8., (-,%+, )( %#'-#"0&/(/ /,) $"#/.%+# %#' )#*
",8.&*&+#* )( #"2('&:(%&3' #"-" (*,2."(*, /, %#'+"#)(" +(),* $"#%,*#* )
%#'+"#) *#9", /&%P#* $"#%,*#* %#'+"(+(/#* ,T+,"'(0,'+, /,9, ,*+("
&/,'+&-&%(/# /,'+"# /,)
 
Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
G !"#"1"! %#"&,& ##

GE "3)  ! #" & #,)"!, % %


GED $""& ##"
##"
( /#%.0,'+(%&3' /,)
 #"-" &'%).&"
&'%).&"
(5 /,%)("(%&#',* /#%.0,'+(/(* /, .'( $#)7+&%( /, )( %()&/(/ 1 /, #9N,+&6#*
/, )( %()&/(/
95 .' 0('.() /, )( %()&/(/
%5 )#* $"#%,/&0&,'+#* /#%.0,'+(/#* ",8.,"&/#* ,' ,*+( '#"0(
/5 )#* /#%.0,'+#* 8., *,(' ',%,*("&#* $("( 8., )( #"2('&:(%&3' *,
(*,2.", /, )( ,-&%(: $)(',(%&3' #$,"(%&3' 1 %#'+"#) /, *.* $"#%,*#*S
$"#%,*#*S 1
,5 )#* ",2&*+"#* ",8.,"&/#* $#" ,*+( '#"0( 46M(*,  i  5
#+(*
( ,T+,'*&3' /, )( /#%.0,'+(%&3' $.,/, /&-,"&" /, .'( #"2('&:(%&3' ( #+"(
/,9&/# (
(5 ,) +(0(Q# 1 ,) +&$# /, (%+&6&/(/,*
95 )( %#0$),N&/(/ /, )#* $"#%,*#* 1 *.* &'+,"(%%&#',*
%5 )( %()&-&%(%&3' /,) $,"*#'()

|
Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
G !"#"1"! %#"&,& ##

pi os e oc me tos tiliza os e el istema e


Gestió e la ali a

olítica e cali a y
objetivos e cali a

la es e ali a Ma al e s ecificacio es
ali a
tros oc me tos e
orige exter o roce imie tos, G ías
I str ccio es e
prabajo, la os, etc.

Registros

i
Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
G !"#"1"! %#"&,& ##

GEE )& #" & ,& ##


##
( #"2('&:(%&3' #"-" ,*+(9),%," 1 0('+,'," .' 0('.() /, )( %()&/(/ 8.,
&'%).1(
&'%).1(
(5 ,) ()%('%, /,)
 &'%).1,'/# )#* /,+()),* 1 )( N.*+&-&%(%&3' /, %.()8.&,"
,T%).*&3' 46M(*, | i5
95 )#* $"#%,/&0&,'+#* /#%.0,'+(/#* ,*+(9),%&/#* $("( ,)
 #
",-,",'%&( ( )#* 0&*0#*
%5 .'( /,*%"&$%&3' /, )( &'+,"(%%&3' ,'+", )#* $"#%,*#* /,)


GEF '!& #" & #,)"!


#,)"!
#* /#%.0,'+#* ",8.,"&/#* $#" ,)
 #"-" %#'+"#)("*, #* ",2&*+"#*
*#' .' +&$# ,*$,%&() /, /#%.0,'+# 1 #"-" %#'+"#)("*, /, (%.,"/# %#'
)#* ",8.&*&+#* %&+(/#* ,'  i 


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
G !"#"1"! %#"&,& ##
GEF '!& #" & #,)"!
#,)"!
(5 ($"#9(" )#* /#%.0,'+#* ,' %.('+# ( *. (/,%.(%&3' ('+,* /, *.
,0&*&3'SS
,0&*&3'
95 ",6&*(" 1 (%+.()&:(" )#* /#%.0,'+#* %.('/# *,( ',%,*("&# 1 ($"#9(")#*
'.,6(0,'+,SS
'.,6(0,'+,
%5 (*,2."("*, /, 8., *, &/,'+&-&%(' )#* %(09&#* 1 ,) ,*+(/# /, ",6&*&3'
(%+.() /, )#* /#%.0,'+#*
/#%.0,'+#*SS
/5 (*,2."("*, /, 8., )(* 6,"*&#',* $,"+&','+,* /, )#* /#%.0,'+#*
($)&%(9),* *, ,'%.,'+"(' /&*$#'&9),* ,' )#* $.'+#* /, .*#S
.*#S
,5 (*,2."("*, /, 8., )#* /#%.0,'+#* $,"0(',%,' ),2&9),* 1 -R%&)0,'+,
&/,'+&-&%(9),*SS
&/,'+&-&%(9),*
-5 (*,2."("*, /, 8., *, &/,'+&-&%(' )#* /#%.0,'+#* /, #"&2,' ,T+,"'# 1 *,
%#'+"#)( *. /&*+"&9.%&3'S
/&*+"&9.%&3'S 1
25 $",6,'&" ,) .*# '# &'+,'%&#'(/# /, /#%.0,'+#* #9*#),+#* 1 ($)&%("),*
.'( &/,'+&-&%(%&3' (/,%.(/( ,' ,) %(*# /, 8., *, 0('+,'2(' $#" %.()8.&,"
"(:3'


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !

:,"#  "! #,)"!#


#,)"!#
( '#"0( 
 |
|i ",8.&,", ,*$,%7-&%(0,'+, 8., )( #"2('&:(%&3'
+,'2( $"#%,/&0&,'+#* /#%.0,'+(/#* $("( )(* *&2.&,'+,* *,&* (%+&6&/(/,*
(%+&6&/(/,*

6  i  #'+"#) /, )#* /#%.0,'+#*


6  i  #'+"#) /, )#* ",2&*+"#*
6  i i ./&+#"&( &'+,"'(
6 #'+"#) /,) $"#/.%+# '# %#'-#"0,
6   i %%&#',* %#"",%+&6(*
6    %%&#',* $",6,'+&6(*


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !

.,)"! "3)" # 0 & 1 5, % 0 "1) &
0&!, %@ 0", % "/",! 7 #" ) 0,"
0,"
* ',%,*("&# /,*(""#))(" #+"#* /#%.0,'+#* (/,0R* /, )#*
$"#%,/&0&,'+#* /#%.0,'+(/#*
&' ,09("2# )#* U'&%#* /#%.0,'+#*
,*$,%7-&%(0,'+, 0,'%&#'(/#* ,' )( '#"0(
'#"0(
] #)7+&%( /, %()&/(/ 4 i | (5
]9N,+&6#* /, %()&/(/ 4 i | (5
]('.() /, %()&/(/ 4 i | 95

46"0& #" #,)"! 3)" 1"1 7& & $' * 0


#"! ,/ ##=##=
]&(2"(0(* /, -).N# # 0($(* /, )#* $"#%,*#* "2('&2"(0(*
*$,%&-&%(%&#',* '*+".%%&#',* /, +"(9(N# # $".,9( #0.'&%(%&#',*
&'+,"'(* $"#2"(0(* /, $"#/.%%&3' &*+( /, $"#6,,/#",* ($"#9(/#*
)(',* /, &'*$,%%&3' # $".,9( $)(',* /, %()&/(/


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !

ºalor e la Doc me tació el istema


e ali a

ù om icació efectiva,


ù co siste cia e las accio es,
ù lograr el c m limie to e los re isitos el clie te y
la mejora e la cali a ,
ù roveer la i formació a ro ia a,
ù la re etibili a y la trazabili a ,
ù ro orcio ar evi e cias objetivas,
ù eval ar la a ec ació y la efectivi a co ti a el
sistema e a mi istració e la cali a .


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
G !"#"1"! %#"&,& ##

GEG '!& #" & "1 !


!
#* ",2&*+"#* #"-" ,*+(9),%,"*, 1 0('+,',"*, $("( $"#$#"%&#'("
,6&/,'%&( /, )( %#'-#"0&/(/ %#' )#* ",8.&*&+#* (*7 %#0# /, )( #$,"(%&3'
,-&%(: /,)

#* ",2&*+"#* #"-" $,"0(',%," ),2&9),* -R%&)0,'+, &/,'+&-&%(9),* 1
",%.$,"(9),* ."-" ,*+(9),%,"*, .' $"#%,/&0&,'+# /#%.0,'+(/# $("(
/,-&'&" )#* %#'+"#),* ',%,*("&#* $("( )( &/,'+&-&%(%&3' ,) ()0(%,'(0&,'+#
)( $"#+,%%&3' )( ",%.$,"(%&3' ,) +&,0$# /, ",+,'%&3' 1 )( /&*$#*&%&3' /,
)#* ",2&*+"#*


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
G !"#"1"! %#"&,& ##

„ „„  „ 

u+ ,""* -  # ""*
+ . ("*/ ) "*/ 0"#" 1 2-""
3 . ,""  '( #  -    #"4"* 1 # - (! (#!! (-# # 
'(""! 
3 (#!   # ,""*  #  '(""!  #"     # - (! 1  #
"  "5" -  # "
36 #!   ! - # "7 1  ##
368 (#!   # ,""  # "7 1  ## 1  (#'(" "* "
36u (#!   # ,")""* # "7 1  ## 1  (#'(" "* '( 
"
36+ (#!   # ,#""* # "7 1  ## 1  (#'(" "* '( 
"
363 (#!   # ,""*  #  0"  # "7 1  ## 1  (#'(" "*
"
38 (#!   # ,#("  # - ,  1  (#'(" "* " '( 
",  # "
3u . 59  '(" -  # 5"4" /  ! # ,#""*  #  -  
  #  - (!  (#!!  -( ,")" "! !"," 
5(""! ""* - !" 


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
G !"#"1"! %#"&,& ##

„ „„  „ 

3u6 !")""* 9" # - (! / ( # !40"#"  (
'(""!
3u8 (#'(" 0" '(  - -" # #"! '(  -"/ !" 
'(/  #59 !   /   " "( - ( (
3+ .  0 (!"#"4 - # #"0"* # ,")""* # '("- 
""* (  2"! -!   ""* " #
"!" #
3+ &#"4  #  (#!   # ""  !"  (  !!
'( # '("-  ""*  !:  )    #  '(""! 
3+ (#!   # #"0"* 1 # ,")""* # '("-  ""*
; (#!   # ("! " "! 1  # !","  5(""!
;8 !")""*  # <. -  <. - 0# <.  # #"0"* #
- (!
;6
!(#4  #   ) " # - (! 1  (#'(" "*
!  - !" !/ "#(1 #  "  '(  1 0!"
;u (#!   # "*  !",
;u6 (#!   # "* -,!",

Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
I"0- & ###"&# ",, %

ID '0  #" & # ",, % %


( ()+( /&",%%&3' /,9, $"#$#"%&#'(" ,6&/,'%&( /, *. %#0$"#0&*# %#' ,)
/,*(""#))# , &0$)('+(%&3' /,)
 (*7 %#0# %#' )( 0,N#"( %#'+&'.( /, *.
,-,%+&6&/(/
,-,%+&6&/(/
(5 %#0.'&%('/# ( )( #"2('&:(%&3' )( &0$#"+('%&( /, *(+&*-(%," +('+# )#*
",8.&*&+#* /,) %)&,'+, %#0# )#* ),2(),* 1 ",2)(0,'+("&#*S
",2)(0,'+("&#*S
95 ,*+(9),%&,'/# )( $#)7+&%( /, )( %()&/(/S
%()&/(/S
%5 (*,2."('/# 8., *, ,*+(9),%,' )#* #9N,+&6#* /, )( %()&/(/S
%()&/(/S
/5 )),6('/# ( %(9# )(* ",6&*&#',* $#" )( /&",%%&3'S
/&",%%&3'S 1
,5 (*,2."('/# )( /&*$#'&9&)&/(/ /, ",%."*#*

IE 4/3)" & ,& "!"


"!"
( ()+( /&",%%&3' /,9, (*,2."("*, /, 8., )#* ",8.&*&+#* /,) %)&,'+, *,
/,+,"0&'(' 1 *, %.0$),' %#' ,) $"#$3*&+# /, (.0,'+(" )( *(+&*-(%%&3' /,)
%)&,'+, 46M('*,  i | 1  i | 5

|
Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
I"0- & ###"&# ",, %
IF :&2! , #" & ,& ##
##
( ()+( /&",%%&3' /,9, (*,2."("*, /, 8., )( $#)7+&%( /, )( %()&/(/
%()&/(/
(5 ,* (/,%.(/( () $"#$3*&+# /, )( #"2('&:(%&3'S
#"2('&:(%&3'S
95 &'%).1, .' %#0$"#0&*# /, %.0$)&" %#' )#* ",8.&*&+#* 1 /, 0,N#"("
%#'+&'.(0,'+, )( ,-,%+&6&/(/ /,)


SS
%5 $"#$#"%&#'( .' 0("%# /, ",-,",'%&( $("( ,*+(9),%," 1 ",6&*(" )#*
#9N,+&6#* /, )( %()&/(/S
%()&/(/S
/5 ,* %#0.'&%(/( 1 ,'+,'/&/( /,'+"# /, )( #"2('&:(%&3'S
#"2('&:(%&3'S 1
,5 ,* ",6&*(/( $("( *. %#'+&'.( (/,%.(%&3'

POLITICA E CALI A

La Política de Calidad es el enunciado


de las intenciones, directrices y o jetivos
de una organización relacionados con la
calidad, formalmente definido y
documentado por la alta dirección.

i
Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
I"0- & ###"&# ",, %
IG :&", %
%
IGD -6"! 7 #" & ,& ##
##
( ()+( /&",%%&3' /,9, (*,2."("*, /, 8., )#* #9N,+&6#* /, )( %()&/(/
&'%).1,'/# (8.,))#* ',%,*("&#* $("( %.0$)&" )#* ",8.&*&+#* $("( ,) $"#/.%+#
46M(*,  | (5 *, ,*+(9),%,' ,' )(* -.'%&#',* 1 '&6,),* $,"+&','+,* /,'+"#
/, )( #"2('&:(%&3' #* #9N,+&6#* /, )( %()&/(/ /,9,' *," 0,/&9),* 1
%#P,",'+,* %#' )( $#)7+&%( /, )( %()&/(/
Política de Calidad y O jetivos de Calidad

Intenciones generales Formalmente definida


en materia de calidad
Política de por la alta dirección
Calidad

O jetivos de Calidad

] Congruentes con la política de calidad.


] elevantes para el cumplimiento de la política de calidad.
] elevantes para el mejoramiento continuo del sistema.
] edi les.
] Pueden tener un impacto positivo en:
- la calidad del producto,
- la efectividad de la operación,
- el desempeño financiero,
- la satisfaccion de los clientes y demás entidades interesadas. 
Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
I"0- & ###"&# ",, %
IGE :&", % #"&  !" #" 1"! % #" & ,& ## ##
( ()+( /&",%%&3' /,9, (*,2."("*, /, 8.,
8.,
(5 )( $)(',(%&3' /,)
 *, ",()&:( %#' ,) -&' /, %.0$)&" )#* ",8.&*&+#*
%&+(/#* ,'  | (*7 %#0# )#* #9N,+&6#* /, )( %()&/(/ S 1
95 *, 0('+&,', )( &'+,2"&/(/ /,)
 %.('/# *, $)('&-&%(' , &0$),0,'+('
%(09&#* ,' M*+,

II "0- & ##@ )! ## * ,) ,, % %
IID "0- & ## * )! ####
( ()+( /&",%%&3' /,9, (*,2."("*, /, 8., )(* ",*$#'*(9&)&/(/,* 1
(.+#"&/(/,* ,*+R' /,-&'&/(* 1 *#' %#0.'&%(/(* /,'+"# /, )( #"2('&:(%&3'


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
I"0- & ###"&# ",, %
IIE "0""!!" #" & # ",, % %
( ()+( /&",%%&3' /,9, /,*&2'(" .' 0&,09"# /, )( /&",%%&3' 8.&,' %#'
&'/,$,'/,'%&( /, #+"(* ",*$#'*(9&)&/(/,* /,9, +,'," )( ",*$#'*(9&)&/(/ 1
(.+#"&/(/ 8., &'%).1(
&'%).1(
(5 (*,2."("*, /, 8., *, ,*+(9),%,' &0$),0,'+(' 1 0('+&,',' )#*
$"#%,*#* ',%,*("&#* $("( ,)
S

S
95 &'-#"0(" ( )( ()+( /&",%%&3' *#9", ,) /,*,0$,Q# /,)
 1 /, %.()8.&,"
',%,*&/(/ /, 0,N#"(S
0,N#"(S 1
%5 (*,2."("*, /, 8., *, $"#0.,6( )( *,'*&9&)&:(%&3' /, )#* ",8.&*&+#* /,)
%)&,'+, ,' +#/#* )#* '&6,),* /, )( #"2('&:(%&3'

IIF ') ,, % !"


!"
( ()+( /&",%%&3' /,9, (*,2."("*, /, 8., *, ,*+(9),%,' )#* $"#%,*#* /,
%#0.'&%(%&3' ($"#$&(/#* /,'+"# /, )( #"2('&:(%&3' 1 /, 8., )(
%#0.'&%(%&3' *, ,-,%+U( %#'*&/,"('/# )( ,-,%+&6&/(/ /,)



Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
I"0- & ###"&# ",, %
IJ "7  % 0 & # ",, % %
IJD $""& ##"##"
( ()+( /&",%%&3' /,9, ( &'+,"6()#* $)('&-&%(/#* ",6&*(" ,)
 /, )(
%()&/(/ /, )( #"2('&:(%&3' $("( (*,2."("*, /, *. (/,%.(%&3' 1 ,-,%+&6&/(/
%#'+&'.(* ( ",6&*&3' /,9, &'%).&" )( ,6().(%&3' /, )(* #$#"+.'&/(/,* /,
0,N#"( 1 )( ',%,*&/(/ /, ,-,%+.(" %(09&#* ,' ,)
 &'%).1,'/# )(
$#)7+&%( /, )( %()&/(/ 1 )#* #9N,+&6#* /, )( %()&/(/
,9,' 0('+,',"*, ",2&*+"#* /, )(* ",6&*&#',* $#" )( /&",%%&3' 46M(*,
 i 5 m # " # " !  " " !" # #" 

- "!= # "!  #"


-  "" # "!  #"  # #! ""
- ! #"

 


m 

 
" !   #"
 !

  m 



"
# mm  

#! 
Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
I"0- & ###"&# ",, %
IJE Ô/, % 0 & "7  %%
( &'-#"0(%&3' /, ,'+"(/( $("( )( ",6&*&3' $#" )( /&",%%&3' /,9, &'%).&"
&'%).&"
(5 ",*.)+(/#* /, (./&+#"&(*S
(./&+#"&(*S
95 ",+"#()&0,'+(%&3' /,) %)&,'+,
%)&,'+,SS
%5 /,*,0$,Q# /, )#* $"#%,*#* 1 %#'-#"0&/(/ /,) $"#/.%+#
$"#/.%+#SS
/5 ,*+(/# /, )(* (%%&#',* %#"",%+&6(* 1 $",6,'+&6(*S
$",6,'+&6(*S
,5 (%%&#',* /, *,2.&0&,'+# /, ",6&*&#',* $#" )( /&",%%&3' $",6&(*
$",6&(*SS
-5 %(09&#* 8., $#/"7(' (-,%+(" () *&*+,0( /, 2,*+&3' /, )( %()&/(/S
%()&/(/S 1
25 ",%#0,'/(%&#',* $("( )( 0,N#"(

IJF ")&!# #" & "7  %%


#* ",*.)+(/#* /, )( ",6&*&3' $#" )( /&",%%&3' /,9,' &'%).&" +#/(* )(*
/,%&*&#',* 1 (%%&#',* ",)(%&#'(/(* %#'
%#'
(5 )( 0,N#"( /, )( ,-,%+&6&/(/ /,)
 1 *.* $"#%,*#*S
$"#%,*#*S
95 )( 0,N#"( /,) $"#/.%+# ,' ",)(%&3' %#' )#* ",8.&*&+#* /,) %)&,'+,
%)&,'+,SS 1
%5 )(* ',%,*&/(/,* /, ",%."*#*


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
J$"! %#"&",)

JD :7  % #" ",)


",)
( #"2('&:(%&3' /,9, /,+,"0&'(" 1 $"#$#"%&#'(" )#* ",%."*#* ',%,*("&#*
$("(
$("(
(5 &0$),0,'+(" 1 0('+,'," ,)
 1 0,N#"(" %#'+&'.(0,'+, *.
,-,%+&6&/(/SS 1
,-,%+&6&/(/
95 (.0,'+(" )( *(+&*-(%%&3' /,) %)&,'+, 0,/&('+, ,) %.0$)&0&,'+# /, *.*
",8.&*&+#*

JE ",) ?)


?)
JED $""& ##"
##"
) $,"*#'() 8., ",()&%, +"(9(N#* 8., (-,%+,' ( )( %()&/(/ /,) $"#/.%+# /,9,
*," %()&-&%(/# %#' 9(*, ,' )( ,/.%(%&3' -#"0(%&3' P(9&)&/(/,* 1
,T$,"&,'%&( ($"#$&(/(*


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
J$"! %#"&",)

JE ",) ?)


?)
JEE '& / ,, %@ " - & 5, % * /, % %
( #"2('&:(%&3' /,9,
/,9,
(5 /,+,"0&'(" )( %()&-&%(%&3' ',%,*("&( $("( ,) $,"*#'() 8., ",()&:( +"(9(N#*
8., (-,%+(' ( )( %()&/(/ /,) $"#/.%+#
$"#/.%+#SS
95 $"#$#"%&#'(" -#"0(%&3' # +#0(" (%%&#',* $("( *(+&*-(%," /&%P(*
',%,*&/(/,*SS
',%,*&/(/,*
%5 ,6().(" )( ,-,%+&6&/(/ /, )( (%%&#',* +#0(/(*S
+#0(/(*S
/5 (*,2."("*, /, 8., *. $,"*#'() ,* %#'*%&,'+, /, )( $,"+&','%&( ,
&0$#"+('%&( /, *.* (%+&6&/(/,* 1 /, %30# %#'+"&9.1,' () )#2"# /, )#*
#9N,+&6#* /, )( %()&/(/S
%()&/(/S 1
,5 0('+,'," )#* ",2&*+"#* ($"#$&(/#* /, )( ,/.%(%&3' -#"0(%&3'
P(9&)&/(/,* 1 ,T$,"&,'%&( 46M(*,  i 5


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !

 "!" #  #



)" ""  ) " /

  "#" !" "



)" ""  ""! 
#")""  # !


m #"  #
 #""  #   "" !/ "#"
m #" #
   )"  " " !#   
""!  #")"" " " "#



!"  " 
 "!"

# "  # ")""  #


 "!" )!" "  #
 "!"

m"  #
 "!"


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
J$"! %#"&",)
JF Ô/"!),!)
Ô/"!),!)
( #"2('&:(%&3' /,9, /,+,"0&'(" $"#$#"%&#'(" 1 0('+,'," )(
&'-"(,*+".%+."( ',%,*("&( $("( )#2"(" )( %#'-#"0&/(/ %#' )#* ",8.&*&+#* /,)
$"#/.%+#
( &'-"(,*+".%+."( &'%).1, %.('/# *,( ($)&%(9),
($)&%(9),
(5 ,/&-&%&#* ,*$(%&# /, +"(9(N# 1 *,"6&%&#* (*#%&(/#*
95 ,8.&$# $("( )#* $"#%,*#* 4+('+# P("/V(", %#0# *#-+V(",5S
*#-+V(",5S 1
%5 *,"6&%&#* /, ($#1# 4+(),* %#0# +"('*$#"+, # %#0.'&%(%&3'5

JG - "!" #" !-6


!-6
( #"2('&:(%&3' /,9, /,+,"0&'(" 1 (/0&'&*+"(" ,) (09&,'+, /, +"(9(N#
',%,*("&# $("( )#2"(" )( %#'-#"0&/(/ %#' )#* ",8.&*&+#* /,) $"#/.%+#

|
Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!

PD :&", % #" & "& 5, % #"& 0#),!


0#),!
( #"2('&:(%&3' /,9, $)(',(" 1 /,*(""#))(" )#* $"#%,*#* ',%,*("&#*
$("( )( ",()&:(%&3' /,) $"#/.%+# ( $)(',(%&3' /, )( ",()&:(%&3' /,)
$"#/.%+# /,9, *," %#P,",'+, %#' )#* ",8.&*&+#* /, )#* #+"#* $"#%,*#*
/,)
 46M(*,  |5
."('+, )( $)(',(%&3' /, )( ",()&:(%&3' /,) $"#/.%+# )( #"2('&:(%&3'
/,9, /,+,"0&'(" %.('/# *,( ($"#$&(/# )# *&2.&,'+,
*&2.&,'+,
(5 )#* #9N,+&6#* /, )( %()&/(/ 1 )#* ",8.&*&+#* $("( ,) $"#/.%+#
95 )( ',%,*&/(/ /, ,*+(9),%," $"#%,*#* /#%.0,'+#* 1 /,
$"#$#"%&#'(" ",%."*#* ,*$,%7-&%#* $("( ,) $"#/.%+#S
$"#/.%+#S
%5 )(* (%+&6&/(/,* ",8.,"&/(* /, 6,"&-&%(%&3' 6()&/(%&3'
*,2.&0&,'+# &'*$,%%&3' 1 ,'*(1#W$".,9( ,*$,%7-&%(* $("( ,)
$"#/.%+# (*7 %#0# )#* %"&+,"&#* $("( )( (%,$+(%&3' /,) 0&*0#
0&*0#SS 1
/5 )#* ",2&*+"#* 8., *,(' ',%,*("&#* $("( $"#$#"%&#'(" ,6&/,'%&(* /,
8., )#* $"#%,*#* /, ",()&:(%&3' 1 ,) $"#/.%+# ",*.)+('+, %.0$),' )#*
",8.&*&+#* 46M(*,  i 5

i
Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!

PD :&", % #" & "& 5, % #"& 0#),!


0#),!RR
) ",*.)+(/# /, ,*+( $)(',(%&3' /,9, $",*,'+("*, /, -#"0( (/,%.(/( $("(
)( 0,+#/#)#27( /, #$,"(%&3' /, )( #"2('&:(%&3'

PE :," "&, # , "& ,& "!" "!"


PED ."!" , % #" & "3)  ! "&, # , "& 0#),!
0#),!
( #"2('&:(%&3' /,9, /,+,"0&'("
/,+,"0&'("
(5 )#* ",8.&*&+#* ,*$,%&-&%(/#* $#" ,) %)&,'+, &'%).1,'/# )#* ",8.&*&+#* $("(
)(* (%+&6&/(/,* /, ,'+",2( 1 )(* $#*+,"&#",* ( )( 0&*0(
0&*0(
95 )#* ",8.&*&+#* '# ,*+(9),%&/#* $#" ,) %)&,'+, $,"# ',%,*("&#* $("( ,) .*#
,*$,%&-&%(/# # $("( ,) .*# $",6&*+# %.('/# *,( %#'#%&/#S
%#'#%&/#S
%5 )#* ",8.&*&+#* ),2(),* 1 ",2)(0,'+("&#* ",)(%&#'(/#* %#' ,) $"#/.%+#S
$"#/.%+#S 1
/5 %.()8.&," ",8.&*&+# (/&%&#'() /,+,"0&'(/# $#" )( #"2('&:(%&3'


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PEE "7  % #" & "3)  ! "&, # , "& 0#),!
0#),!
( #"2('&:(%&3' /,9, ",6&*(" )#* ",8.&*&+#* ",)(%&#'(/#* %#' ,) $"#/.%+#
*+( ",6&*&3' /,9, ,-,%+.("*, ('+,* /, 8., )( #"2('&:(%&3' *, %#0$"#0,+(
( $"#$#"%&#'(" .' $"#/.%+# () %)&,'+, 4$#" ,N,0$)# ,'67# /, #-,"+(*
(%,$+(%&3' /, %#'+"(+#* # $,/&/#* (%,$+(%&3' /, %(09&#* ,' )#* %#'+"(+#*
# $,/&/#*5 1 /,9, (*,2."("*, /, 8.,
8.,
(5 ,*+R' /,-&'&/#* )#* ",8.&*&+#* /,) $"#/.%+#
$"#/.%+#SS
95 ,*+R' ",*.,)+(* )(* /&-,",'%&(* ,T&*+,'+,* ,'+", )#* ",8.&*&+#* /,)
%#'+"(+# # $,/&/# 1 )#* ,T$",*(/#* $",6&(0,'+,S
$",6&(0,'+,S 1
%5 )( #"2('&:(%&3' +&,', )( %($(%&/(/ $("( %.0$)&" %#' )#* ",8.&*&+#*
/,-&'&/#*
,9,' 0('+,',"*, ",2&*+"#* /, )#* ",*.)+(/#* /, )( ",6&*&3' 1 /, )(*
(%%&#',* #"&2&'(/(* $#" )( 0&*0( 46M(*,  i  5
.('/# ,) %)&,'+, '# $"#$#"%&#', .'( /,%)("(%&3' /#%.0,'+(/( /, )#*
",8.&*&+#* )( #"2('&:(%&3' /,9, %#'-&"0(" )#* ",8.&*&+#* /,) %)&,'+, ('+,*
/, )( (%,$+(%&3'


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PEE "7  % #" & "3)  ! "&, # , "& 0#),!R
0#),!R
.('/# *, %(09&,' )#* ",8.&*&+#* /,) $"#/.%+# )( #"2('&:(%&3' /,9,
(*,2."("*, /, 8., )( /#%.0,'+(%&3' $,"+&','+, *,( 0#/&-&%(/( 1 /, 8., ,)
$,"*#'() %#"",*$#'/&,'+, *,( %#'*%&,'+, /, )#* ",8.&*&+#* 0#/&-&%(/#*

PEF ') ,, % , "& ,& "!""!"


( #"2('&:(%&3' /,9, /,+,"0&'(" , &0$),0,'+(" /&*$#*&%&#',* ,-&%(%,*
$("( )( %#0.'&%(%&3' %#' )#* %)&,'+,* ",)(+&6(* (
(5 )( &'-#"0(%&3' *#9", ,) $"#/.%+#S
$"#/.%+#S
95 )(* %#'*.)+(* %#'+"(+#* # (+,'%&3' /, $,/&/#* &'%).1,'/# )(*
0#/&-&%(%&#',*SS 1
0#/&-&%(%&#',*
%5 )( ",+"#()&0,'+(%&3' /,) %)&,'+, &'%).1,'/# *.* 8.,N(*


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PF . "8 * #"&&
#"&&
PFD :&", % #"& # "8 * #"&&
#"&&
( #"2('&:(%&3' /,9, $)(',(" 1 %#'+"#)(" ,) &*,Q# 1 /,*(""#))# /,)
$"#/.%+#
."('+, )( $)(',(%&3' /,) /&*,Q# 1 /,*(""#))# )( #"2('&:(%&3' /,9,
/,+,"0&'("
/,+,"0&'("
(5 )(* ,+($(* /,) /&*,Q# 1 /,*(""#))#S
/,*(""#))#S
95 )( ",6&*&3' 6,"&-&%(%&3' 1 6()&/(%&3' ($"#$&(/(* $("( %(/( ,+($( /,)
/&*,Q# 1 /,*(""#))#S
/,*(""#))#S 1
%5 )(* ",*$#'*(9&)&/(/,* 1 (.+#"&/(/,* $("( ,) /&*,Q# 1 /,*(""#))#
( #"2('&:(%&3' /,9, (/0&'&*+"(" )(* &'+,"-(*,* ,'+", )#* /&-,",'+,* 2".$#*
&'6#).%"(/#* ,' ,) /&*,Q# 1 /,*(""#))# $("( (*,2."(" .'( %#0.'&%(%&3'
,-&%(: 1 .'( %)("( (*&2'(%&3' /, ",*$#'*(9&)&/(/,*
#* ",*.)+(/#* /, )( $)(',(%&3' /,9,' (%+.()&:("*, *,2U' *,( ($"#$&(/# (
0,/&/( 8., $"#2",*( ,) /&*,Q# 1 /,*(""#))#


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PFE 4&""! #" "!# 0 "& # "8 * #"&&
#"&&
,9,' /,+,"0&'("*, )#* ,),0,'+#* /, ,'+"(/( ",)(%&#'(/#* %#' )#*
",8.&*&+#* /,) $"#/.%+# 1 0('+,',"*, ",2&*+"#* 46M(*,  i  5 *+#*
,),0,'+#* /, ,'+"(/( /,9,' &'%).&"
&'%).&"
(5 )#* ",8.&*&+#* -.'%&#'(),* 1 /, /,*,0$,Q#S
/,*,0$,Q#S
95 )#* ",8.&*&+#* ),2(),* 1 ",2)(0,'+("&#* ($)&%(9),*S
($)&%(9),*S
%5 )( &'-#"0(%&3' $"#6,'&,'+, /, /&*,Q#* $",6&#* *&0&)(",* %.('/# *,(
($)&%(9),SS 1
($)&%(9),
/5 %.()8.&," #+"# ",8.&*&+# ,*,'%&() $("( ,) /&*,Q# 1 /,*(""#))#
*+#* ,),0,'+#* /,9,' ",6&*("*, $("( 6,"&-&%(" *. (/,%.(%&3' #*
",8.&*&+#* /,9,' ,*+(" %#0$),+#* *&' (09&2X,/(/,* 1 '# /,9,' *,"
%#'+"(/&%+#"&#*
PFF ")&!# #"& # "8 * #"&&
#"&&
#* ",*.)+(/#* /,) /&*,Q# 1 /,*(""#))# /,9,' $"#$#"%&#'("*, /, +() 0(',"(
8., $,"0&+(' )( 6,"&-&%(%&3' ",*$,%+# ( )#* ,),0,'+#* /, ,'+"(/( $("( ,)
/&*,Q# 1 /,*(""#))# 1 /,9,' ($"#9("*, ('+,* /, *. )&9,"(%&3'


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PFF ")&!# #"& # "8 * #"&&
#"&&R R
#* ",*.)+(/#* /,) /&*,Q# 1 /,*(""#))# /,9,'
/,9,'
(5 %.0$)&" )#* ",8.&*&+#* /, )#* ,),0,'+#* /, ,'+"(/( $("( ,) /&*,Q# 1
/,*(""#))#SS
/,*(""#))#
95 $"#$#"%&#'(" &'-#"0(%&3' ($"#$&(/( $("( )( %#0$"( )( $"#/.%%&3' 1 )(
$",*+(%&3' /,) *,"6&%&#
*,"6&%&#SS
%5 %#'+,'," # P(%," ",-,",'%&( ( )#* %"&+,"&#* /, (%,$+(%&3' /,) $"#/.%+#
$"#/.%+#SS 1
/5 ,*$,%&-&%(" )(* %("(%+,"7*+&%(* /,) $"#/.%+# 8., *#' ,*,'%&(),* $("( ,)
.*# *,2."# 1 %#"",%+#

PFG "7  % #"& # "8 * #"&&


#"&&
' )(* ,+($(* (/,%.(/(* /,9,' ",()&:("*, ",6&*&#',* *&*+,0R+&%(* /,)
/&*,Q# 1 /,*(""#))# /, (%.,"/# %#' )# $)('&-&%(/# 46M(*,   |5 $("(
$("(
(5 ,6().(" )( %($(%&/(/ /, )#* ",*.)+(/#* /, /&*,Q# 1 /,*(""#))# $("(
%.0$)&" )#* ",8.&*&+#*
",8.&*&+#*SS ,
95 &/,'+&-&%(" %.()8.&," $"#9),0( 1 $"#$#'," )(* (%%&#',* ',%,*("&(*


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PFG "7  % #"& # "8 * #"&& R
#* $("+&%&$('+,* ,' /&%P(* ",6&*&#',* /,9,' &'%).&" ",$",*,'+('+,* /, )(*
-.'%&#',* ",)(%&#'(/(* %#' )(4*5 ,+($(4*5 /, /&*,Q# 8., *, ,*+R4'5
",6&*('/# ,9,' 0('+,',"*, ",2&*+"#* /, )#* ",*.)+(/#* /, )(* ",6&*&#',*
1 /, %.()8.&," (%%&3' ',%,*("&( 46M(*,  i  5

PFI +" / ,, % #"& # "8 * #"&&


#"&&

, /,9, ",()&:(" )( 6,"&-&%(%&3' /, (%.,"/# %#' )# $)('&-&%(/# 46M(*,


  |5 $("( (*,2."("*, /, 8., )#* ",*.)+(/#* /,) /&*,Q# 1 /,*(""#))#
%.0$),' )#* ",8.&*&+#* /, )#* ,),0,'+#* /, ,'+"(/( /,) /&*,Q# 1 /,*(""#))#
,9,' 0('+,',"*, ",2&*+"#* /, )#* ",*.)+(/#* /, )( 6,"&-&%(%&3' 1 /,
%.()8.&," (%%&3' 8., *,( ',%,*("&( 46M(*,  i 5


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PFJ +& #, % #"& # "8 * #"&&
#"&&

, /,9, ",()&:(" )( 6()&/(%&3' /,) /&*,Q# 1 /,*(""#))# /, (%.,"/# %#' )#


$)('&-&%(/# 46M(*,   |5 $("( (*,2."("*, /, 8., ,) $"#/.%+# ",*.)+('+,
,* %($(: /, *(+&*-(%," )#* ",8.&*&+#* $("( *. ($)&%(%&3' ,*$,%&-&%(/( # .*#
$",6&*+# %.('/# *,( %#'#%&/#
&,0$", 8., *,( -(%+&9), )( 6()&/(%&3'
/,9, %#0$),+("*, ('+,* /, )( ,'+",2( # &0$)('+(%&3' /,) $"#/.%+# ,9,'
0('+,',"*, ",2&*+"#* /, )#* ",*.)+(/#* /, )( 6()&/(%&3' 1 /, %.()8.&,"
(%%&3' 8., *,( ',%,*("&( 46M(*,  i 5

PFP '!& #" & ,-  #"& # "8 * #"&&


#"&&
#* %(09&#* /, /&*,Q# 1 /,*(""#))# /,9,' &/,'+&-&%("*, 1 /,9,'
0('+,',"*, ",2&*+"#* #* %(09&#* /,9,' ",6&*("*, 6,"&-&%("*, 1 6()&/("*,
*,2U' *,( ($"#$&(/# 1 ($"#9("*, ('+,* /, *. &0$)('+(%&3' ( ",6&*&3'
/, )#* %(09&#* /,) /&*,Q# 1 /,*(""#))# /,9, &'%).&" )( ,6().(%&3' /,) ,-,%+#
/, )#* %(09&#* ,' )(* $("+,* %#'*+&+.+&6(* 1 ,' ,) $"#/.%+# 1( ,'+",2(/#
,9,' 0('+,',"*, ",2&*+"#* /, )#* ",*.)+(/#* /, )( ",6&*&3' /, )#*
%(09&#* 1 /, %.()8.&," (%%&3' 8., *,( ',%,*("&( 46M(*,  i 5


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PG '0
'0
PGD :," #" ,0
,0
( #"2('&:(%&3' /,9, (*,2."("*, /, 8., ,) $"#/.%+# (/8.&"&/# %.0$), )#*
",8.&*&+#* /, %#0$"( ,*$,%&-&%(/#* ) +&$# 1 ()%('%, /,) %#'+"#) ($)&%(/#
() $"#6,,/#" 1 () $"#/.%+# (/8.&"&/# /,9, /,$,'/," /,) &0$(%+# /,)
$"#/.%+# (/8.&"&/# ,' )( $#*+,"&#" ",()&:(%&3' /,) $"#/.%+# # *#9", ,)
$"#/.%+# -&'()

( #"2('&:(%&3' /,9, ,6().(" 1 *,),%%&#'(" )#* $"#6,,/#",* ,' -.'%&3' /,


*. %($(%&/(/ $("( *.0&'&*+"(" $"#/.%+#* /, (%.,"/# %#' )#* ",8.&*&+#* /,
)( #"2('&:(%&3' ,9,' ,*+(9),%,"*, )#* %"&+,"&#* $("( )( *,),%%&3' )(
,6().(%&3' 1 )( ",Y
",Y,6().(%&3' ,9,' 0('+,',"*, )#* ",2&*+"#* /, )#*
",*.)+(/#* /, )(* ,6().(%&#',* 1 /, %.()8.&," (%%&3' ',%,*("&( 8., *,
/,"&6, /, )(* 0&*0(* 46M(*,  i 5

|
Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PGE Ô/, % #" & ,0
,0
( &'-#"0(%&3' /, )(* %#0$"(* /,9, /,*%"&9&" ,) $"#/.%+# ( %#0$"("
&'%).1,'/# %.('/# *,( ($"#$&(/#
($"#$&(/#
(5 ",8.&*&+#* $("( )( ($"#9(%&3' /,) $"#/.%+# $"#%,/&0&,'+#* $"#%,*#* 1
,8.&$#*SS
,8.&$#*
95 ",8.&*&+#* $("( )( %()&-&%(%&3' /,) $,"*#'()
$,"*#'()SS 1
%5 ",8.&*&+#* /,) *&*+,0( /, 2,*+&3' /, )( %()&/(/
( #"2('&:(%&3' /,9, (*,2."("*, /, )( (/,%.(%&3' /, )#* ",8.&*&+#* /,
%#0$"( ,*$,%&-&%(/#* ('+,* /, %#0.'&%R"*,)#* () $"#6,,/#"

PGF +" / ,, % #" & 0#),! ,0#


,0#
( #"2('&:(%&3' /,9, ,*+(9),%," , &0$),0,'+(" )( &'*$,%%&3' . #+"(*
(%+&6&/(/,* ',%,*("&(* $("( (*,2."("*, /, 8., ,) $"#/.%+# %#0$"(/#
%.0$), )#* ",8.&*&+#* /, %#0$"( ,*$,%&-&%(/#*

i
Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PGF +" / ,, % #" & 0#),! ,0# R
.('/# )( #"2('&:(%&3' # *. %)&,'+, 8.&,"(' )),6(" ( %(9# )( 6,"&-&%(%&3' ,'
)(* &'*+()(%&#',* /,) $"#6,,/#" )( #"2('&:(%&3' /,9, ,*+(9),%," ,' )(
&'-#"0(%&3' /, %#0$"( )(* /&*$#*&%&#',* $("( )( 6,"&-&%(%&3' $",+,'/&/( 1
,) 0M+#/# $("( )( )&9,"(%&3' /,) $"#/.%+#

DQUIII 

Gro cto
Gro cto
permi a o
iri o
GR º D R  rga izació I p 
I s mos

ºerificació el
Gro cto irio


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PID '!& #" & 0#),, % * #" & 0"!, % #"& "7 ,  
( #"2('&:(%&3' /,9, $)(',(" 1 )),6(" ( %(9# )( $"#/.%%&3' 1 )( $",*+(%&3'
/,) *,"6&%&# 9(N# %#'/&%&#',* %#'+"#)(/(* (* %#'/&%&#',* %#'+"#)(/(*
/,9,' &'%).&" %.('/# *,( ($)&%(9),
($)&%(9),
(5 )( /&*$#'&9&)&/(/ /, &'-#"0(%&3' 8., /,*%"&9( )(* %("(%+,"7*+&%(* /,)
$"#/.%+#SS
$"#/.%+#
95 )( /&*$#'&9&)&/(/ /, &'*+".%%&#',* /, +"(9(N# %.('/# *,( ',%,*("&#S
',%,*("&#S
%5 ,) .*# /,) ,8.&$# ($"#$&(/#S
($"#$&(/#S
/5 )( /&*$#'&9&)&/(/ 1 .*# /, /&*$#*&+&6#* /, *,2.&0&,'+# 1 0,/&%&3'
,5 )( &0$)('+(%&3' /,) *,2.&0&,'+# 1 /, )( 0,/&%&3'S
0,/&%&3'S 1
-5 )( &0$)('+(%&3' /, (%+&6&/(/,* /, )&9,"(%&3' ,'+",2( 1 $#*+,"&#",* ( )(
,'+",2(


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !

IMGRpI D  pR D  GR 

pI I
D  I p

] 
ort ia ] fectivia ] piem
o e servicio /
roceso
] piem
o e e trega/es
era ] m
limie to e los
reisitos legales y
] stética ambie tal
Rp RIpI reglatorios a
licables
] o fiabilia D IDD D  ] om icació e
] egria  RºII i formació .
] reibilia ] ortesía ] Higie e

] om icació / i formació ] m


limie to e

roceimie tos aecaos
] mbie te laboral
pR  º
] riterios
rácticos y claros
] istemas y ei
os D  GR  D 

ara la
restació el servicio.
a
ro
iaos GR pI D 
 RºII ] Motivació
] o cta el
erso al
] a
acitació

Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PIE +& #, % #" & 0," #" & 0#),, % * #" & 0"!, %
#"& "7 ,  
( #"2('&:(%&3' /,9, 6()&/(" (8.,))#* $"#%,*#* /, $"#/.%%&3' 1 /,
$",*+(%&3' /,) *,"6&%&# /#'/, )#* $"#/.%+#* ",*.)+('+,* '# $.,/('
6,"&-&%("*, 0,/&('+, (%+&6&/(/,* /, *,2.&0&,'+# # 0,/&%&3' $#*+,"&#",*
*+# &'%).1, ( %.()8.&," $"#%,*# ,' ,) 8., )(* /,-&%&,'%&(* *, P(2('
($(",'+,* U'&%(0,'+, /,*$.M* /, 8., ,) $"#/.%+# ,*+M *&,'/# .+&)&:(/# #
*, P(1( $",*+(/# ,) *,"6&%&#
( 6()&/(%&3' /,9, /,0#*+"(" )( %($(%&/(/ /, ,*+#* $"#%,*#* $("( ()%(':("
)#* ",*.)+(/#* $)('&-&%(/#*
( #"2('&:(%&3' /,9, ,*+(9),%," )(* /&*$#*&%&#',* $("( ,*+#* $"#%,*#*
&'%).1,'/# %.('/# *,( ($)&%(9),
($)&%(9),
(5 )#* %"&+,"&#* /,-&'&/#* $("( )( ",6&*&3' 1 ($"#9(%&3' /, )#* $"#%,*#*
$"#%,*#*SS
95 )( ($"#9(%&3' /, ,8.&$#* 1 %()&-&%(%&3' /,) $,"*#'()
$,"*#'()SS
%5 ,) .*# /, 0M+#/#* 1 $"#%,/&0&,'+#* ,*$,%7-&%#*S
,*$,%7-&%#*S
/5 )#* ",8.&*&+#* /, )#* ",2&*+"#* 46M(*,  i 5S 1
,5 )( ",6()&/(%&3'


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PIF Ô#"! / ,, % * !"- & ## ##
.('/# *,( ($"#$&(/# )( #"2('&:(%&3' /,9, &/,'+&-&%(" ,) $"#/.%+# $#"
0,/&#* (/,%.(/#* ( +"(6M* /, +#/( )( ",()&:(%&3' /,) $"#/.%+#
( #"2('&:(%&3' /,9, &/,'+&-&%(" ,) ,*+(/# /,) $"#/.%+# %#' ",*$,%+# ( )#*
",8.&*&+#* /, *,2.&0&,'+# 1 0,/&%&3'
.('/# )( "(*+",(9&)&/(/ *,( .' ",8.&*&+# )( #"2('&:(%&3' /,9, %#'+"#)(" 1
",2&*+"(" )( &/,'+&-&%(%&3' U'&%( /,) $"#/.%+# 46M(*,  i 5

PIG :0 "## #"& ,& "!"


"!"
( #"2('&:(%&3' /,9, %.&/(" )#* 9&,',* 8., *#' $"#$&,/(/ /,) %)&,'+,
0&,'+"(* ,*+M' 9(N# ,) %#'+"#) /, )( #"2('&:(%&3' # ,*+M' *&,'/# .+&)&:(/#*
$#" )( 0&*0( ( #"2('&:(%&3' /,9, &/,'+&-&%(" 6,"&-&%(" $"#+,2," 1
*()6(2.("/(" )#* 9&,',* 8., *#' $"#$&,/(/ /,) %)&,'+, *.0&'&*+"(/#* $("(
*. .+&)&:(%&3' # &'%#"$#"(%&3' /,'+"# /,) $"#/.%+# .()8.&," 9&,' 8., *,(
$"#$&,/(/ /,) %)&,'+, 8., *, $&,"/( /,+,"&#", # 8., /, ()2U' #+"# 0#/# *,
%#'*&/,", &'(/,%.(/# $("( *. .*# /,9, *," ",2&*+"(/# 46M(*,  i 5 1
%#0.'&%(/# () %)&,'+,
B== ( $"#$&,/(/ /,) %)&,'+, $.,/, &'%).&" )( $"#$&,/(/ &'+,),%+.()
B

Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !

GRDUp GRGI DD


D  I p

Groctos
Grocto
irios
permi ao
GRº DR  rga izació I p 
I smos


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PII :""7, % #"& 0#),!
0#),!
( #"2('&:(%&3' /,9, $",*,"6(" )( %#'-#"0&/(/ /,) $"#/.%+# /."('+, ,)
$"#%,*# &'+,"'# 1 )( ,'+",2( () /,*+&'# $",6&*+# *+( $",*,"6(%&3' /,9,
&'%).&" )( &/,'+&-&%(%&3' 0(',N# ,09()(N, ()0(%,'(0&,'+# 1 $"#+,%%&3'
( $",*,"6(%&3' /,9, ($)&%("*, +(09&M' ( )(* $("+,* %#'*+&+.+&6(* /, .'
$"#/.%+#

PJ '!& #" & # 0 ! 7 #" "1)  "! * #" "# , % %
( #"2('&:(%&3' /,9, /,+,"0&'(" ,) *,2.&0&,'+# 1 )( 0,/&%&3' ( ",()&:(" 1
)#* /&*$#*&+&6#* /, 0,/&%&3' 1 *,2.&0&,'+# ',%,*("&#* $("( $"#$#"%&#'(" )(
,6&/,'%&( /, )( %#'-#"0&/(/ /,) $"#/.%+# %#' )#* ",8.&*&+#* /,+,"0&'(/#*
46M(*,  i |5
( #"2('&:(%&3' /,9, ,*+(9),%," $"#%,*#* $("( (*,2."("*, /, 8., ,)
*,2.&0&,'+# 1 0,/&%&3' $.,/,' ",()&:("*, 1 *, ",()&:(' /, .'( 0(',"(
%#P,",'+, %#' )#* ",8.&*&+#* /, *,2.&0&,'+# 1 0,/&%&3'

Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PJ '!& #" & # 0 ! 7 #" "1)  "! * #" "# , % %RR
.('/# *,( ',%,*("&# (*,2."("*, /, )( 6()&/,: /, )#* ",*.)+(/#* ,) ,8.&$#
/, 0,/&%&3' /,9,
/,9,
(5 %()&9"("*, # 6,"&-&%("*, ( &'+,"6()#* ,*$,%&-&%(/#* # ('+,* /, *.
.+&)&:(%&3' %#0$("(/# %#' $(+"#',* /, 0,/&%&3' +"(:(9),* ( $(+"#',* /,
0,/&%&3' '(%&#'(),* # &'+,"'(%&#'(),*S
&'+,"'(%&#'(),*S %.('/# '# ,T&*+(' +(),* $(+"#',*
/,9, ",2&*+"("*, )( 9(*, .+&)&:(/( $("( )( %()&9"(%&3' # )( 6,"&-&%(%&3'S
6,"&-&%(%&3'S
95 (N.*+("*, # ",(N.*+("*, *,2U' *,( ',%,*("&#S
',%,*("&#S
%5 &/,'+&-&%("*, $("( $#/," /,+,"0&'(" ,) ,*+(/# /, %()&9"(%&3'
%()&9"(%&3'
/5 $"#+,2,"*, %#'+"( (N.*+,* 8., $./&,"(' &'6()&/(" ,) ",*.)+(/# /, )(
0,/&%&3'SS 1
0,/&%&3'
,5 $"#+,2,"*, %#'+"( )#* /(Q#* 1 ,) /,+,"&#"# /."('+, ,) 0(',N# ,)
0('+,'&0&,'+# 1 ,) ()0(%,'(0&,'+#


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
P"& 5, %#"&0#),!
PJ '!& #" & # 0 ! 7 #" "1)  "! * #" "# , % %RR
/,0R* )( #"2('&:(%&3' /,9, ,6().(" 1 ",2&*+"(" )( 6()&/,: /, )#*
",*.)+(/#* /, )(* 0,/&%&#',* ('+,"&#",* %.('/# *, /,+,%+, 8., ,) ,8.&$#
'# ,*+R %#'-#"0, %#' )#* ",8.&*&+#* ( #"2('&:(%&3' /,9, +#0(" )(*
(%%&#',* ($"#$&(/(* *#9", ,) ,8.&$# 1 *#9", %.()8.&," $"#/.%+# (-,%+(/#
,9,' 0('+,',"*, ",2&*+"#* /, )#* ",*.)+(/#* /, )( %()&9"(%&3' 1 )(
6,"&-&%(%&3' 46M(*,  i 5
,9, %#'-&"0("*, )( %($(%&/(/ /, )#* $"#2"(0(* &'-#"0R+&%#* $("(
*(+&*-(%," *. ($)&%(%&3' $",6&*+( %.('/# M*+#* *, .+&)&%,' ,' )(* (%+&6&/(/,*
/, *,2.&0&,'+# 1 0,/&%&3' /, )#* ",8.&*&+#* ,*$,%&-&%(/#* *+# /,9,
)),6("*, ( %(9# ('+,* /, &'&%&(" *. .+&)&:(%&3' 1 %#'-&"0("*, /, '.,6#
%.('/# *,( ',%,*("&#

|
Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
Q"# , %@H&  *"6
QD $""& ##"
##"
( #"2('&:(%&3' /,9, $)(',(" , &0$),0,'+(" )#* $"#%,*#* /,
*,2.&0&,'+# 0,/&%&3' ('R)&*&* 1 0,N#"( ',%,*("&#* $("(
$("(
(5 /,0#*+"(" )( %#'-#"0&/(/ /,) $"#/.%+#
$"#/.%+#SS
95 (*,2."("*, /, )( %#'-#"0&/(/ /,) *&*+,0( /, 2,*+&3' /, )(
%()&/(/SS 1
%()&/(/
%5 0,N#"(" %#'+&'.(0,'+, )( ,-,%+&6&/(/ /,) *&*+,0( /, 2,*+&3' /,
)( %()&/(/
*+# /,9, %#0$",'/," )( /,+,"0&'(%&3' /, )#* 0M+#/#* ($)&%(9),*
&'%).1,'/# )(* +M%'&%(* ,*+(/7*+&%(* 1 ,) ()%('%, /, *. .+&)&:(%&3'

QE "1)  "! * "# , % %


QED ! /,, % #"& ,& "!"
"!"
#0# .'( /, )(* 0,/&/(* /,) /,*,0$,Q# /,) *&*+,0( /, 2,*+&3'
/, )( %()&/(/ )( #"2('&:(%&3' /,9, ",()&:(" ,) *,2.&0&,'+# /, )(
&'-#"0(%&3' ",)(+&6( ( )( $,"%,$%&3' /,) %)&,'+, %#' ",*$,%+# ()
%.0$)&0&,'+# /, *.* ",8.&*&+#* $#" $("+, /, )( #"2('&:(%&3'
,9,' /,+,"0&'("*, )#* 0M+#/#* $("( #9+,'," 1 .+&)&:(" /&%P(
&'-#"0(%&3'
i
Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
Q"# , %@H&  *"6
QEE )# !  !"
!"
( #"2('&:(%&3' /,9, )),6(" ( %(9# ( &'+,"6()#* $)('&-&%(/#* (./&+#"&(*
&'+,"'(* $("( /,+,"0&'(" *& ,)



(5 ,* %#'-#"0, %#' )(* /&*$#*&%&#',* $)('&-&%(/(* 46M(*,  |5 %#' )#*
",8.&*&+#* /, ,*+( '#"0( 1 %#' )#* ",8.&*&+#* /,)
 ,*+(9),%&/#* $#" )(
#"2('&:(%&3'SS 1
#"2('&:(%&3'
95 *, P( &0$),0,'+(/# 1 *, 0('+&,', /, 0(',"( ,-&%(:

, /,9, $)(',(" .' $"#2"(0( /, (./&+#"&(* +#0('/# ,' %#'*&/,"(%&3' ,)


,*+(/# 1 )( &0$#"+('%&( /, )#* $"#%,*#* 1 )(* R",(* ( (./&+(" (*7 %#0# )#*
",*.)+(/#* /, (./&+#"&(* $",6&(*
, /,9,' /,-&'&" )#* %"&+,"&#* /,
(./&+#"&( ,) ()%('%, /, )( 0&*0( *. -",%.,'%&( 1 0,+#/#)#27( (
*,),%%&3' /, )#* (./&+#",* 1 )( ",()&:(%&3' /, )(* (./&+#"&(* /,9,' (*,2."("
)( #9N,+&6&/(/ , &0$("%&()&/(/ /,) $"#%,*# /, (./&+#"&( #* (./&+#",* '#
/,9,' (./&+(" *. $"#$&# +"(9(N#


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
Q"# , %@H&  *"6
QEE )# !  !"R
!"R
,9,' /,-&'&"*, ,' .' $"#%,/&0&,'+# /#%.0,'+(/# )(* ",*$#'*(9&)&/(/,*
1 ",8.&*&+#* $("( )( $)(',(%&3' 1 )( ",()&:(%&3' /, (./&+#"&(* $("( &'-#"0("
/, )#* ",*.)+(/#* 1 $("( 0('+,'," )#* ",2&*+"#* 46M(*,  i 5

( /&",%%&3' ",*$#'*(9), /,) R",( 8., ,*+M *&,'/# (./&+(/( /,9,


(*,2."("*, /, 8., *, +#0(' (%%&#',* *&' /,0#"( &'N.*+&-&%(/( $("(
,)&0&'(" )(* '# %#'-#"0&/(/,* /,+,%+(/(* 1 *.* %(.*(* (* (%+&6&/(/,* /,
*,2.&0&,'+# /,9,' &'%).&" )( 6,"&-&%(%&3' /, )(* (%%&#',* +#0(/(* 1 ,)
&'-#"0, /, )#* ",*.)+(/#* /, )( 6,"&-&%(%&3' 46M(*,   i5


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !

 %  
  

 p p 
  
  

V  
     ("! = 
   #"
  


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
Q"# , %@H&  *"6

QEF "1)  "! * "# , % #" & 0,"


0,"
( #"2('&:(%&3' /,9, ($)&%(" 0M+#/#* ($"#$&(/#* $("( ,) *,2.&0&,'+# 1
%.('/# *,( ($)&%(9), )( 0,/&%&3' /, )#* $"#%,*#* /,) *&*+,0( /, 2,*+&3'
/, )( %()&/(/ *+#* 0M+#/#* /,9,' /,0#*+"(" )( %($(%&/(/ /, )#*
$"#%,*#* $("( ()%(':(" )#* ",*.)+(/#* $)('&-&%(/#* .('/# '# *, ()%('%,'
)#* ",*.)+(/#* $)('&-&%(/#* /,9,' )),6("*, ( %(9# %#"",%%&#',* 1 (%%&#',*
%#"",%+&6(* *,2U' *,( %#'6,'&,'+, $("( (*,2."("*, /, )( %#'-#"0&/(/ /,)
$"#/.%+#


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
Q"# , %@H&  *"6
QEG "1)  "! * "# , % #"& 0#),!
0#),!
( #"2('&:(%&3' /,9, 0,/&" 1 P(%," .' *,2.&0&,'+# /, )(* %("(%+,"7*+&%(*
/,) $"#/.%+# $("( 6,"&-&%(" 8., *, %.0$),' )#* ",8.&*&+#* /,) 0&*0# *+#
/,9, ",()&:("*, ,' )(* ,+($(* ($"#$&(/(* /,) $"#%,*# /, ",()&:(%&3' /,)
$"#/.%+# /, (%.,"/# %#' )(* /&*$#*&%&#',* $)('&-&%(/(* 46M(*,  |5
,9, 0('+,',"*, ,6&/,'%&( /, )( %#'-#"0&/(/ %#' )#* %"&+,"&#* /,
(%,$+(%&3' #* ",2&*+"#* /,9,' &'/&%(" )(4*5 $,"*#'(4*5 8., (.+#"&:(4'5 )(
)&9,"(%&3' /,) $"#/.%+# 46M(*,  i 5
( )&9,"(%&3' /,) $"#/.%+# 1 )( $",*+(%&3' /,) *,"6&%&# '# /,9,' )),6("*, (
%(9# P(*+( 8., *, P(1(' %#0$),+(/# *(+&*-(%+#"&(0,'+, )(* /&*$#*&%&#',*
$)('&-&%(/(* 46M(*,  |5 ( 0,'#* 8., *,(' ($"#9(/#* /, #+"( 0(',"( $#"
.'( (.+#"&/(/ $,"+&','+, 1 %.('/# %#"",*$#'/( $#" ,) %)&,'+,


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !

INSPECCION Y P EBA

Productos
Adquiridos
P OVEE O ES
Insumos Inspecciones y
Prue as en
Proceso

Inspección y
Prue a de
eci o

Producto
Inspección y Terminado
Prue as Finales CLIENTES


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
Q"# , %@H&  *"6
QF '!& #"& 0#),!  ,/"
,/"
( #"2('&:(%&3' /,9, (*,2."("*, /, 8., ,) $"#/.%+# 8., '# *,( %#'-#"0,
%#' )#* ",8.&*&+#* *, &/,'+&-&%( 1 %#'+"#)( $("( $",6,'&" *. .*# # ,'+",2(
'# &'+,'%&#'() #* %#'+"#),* )(* ",*$#'*(9&)&/(/,* 1 (.+#"&/(/,*
",)(%&#'(/(* %#' ,) +"(+(0&,'+# /,) $"#/.%+# '# %#'-#"0, /,9,' ,*+("
/,-&'&/#* ,' .' $"#%,/&0&,'+# /#%.0,'+(/#

( #"2('&:(%&3' /,9, +"(+(" )#* $"#/.%+#* '# %#'-#"0,* 0,/&('+, .'( #


0R* /, )(* *&2.&,'+,* 0(',"(*
0(',"(*
(5 +#0('/# (%%&#',* $("( ,)&0&'(" )( '# %#'-#"0&/(/ /,+,%+(/(S
/,+,%+(/(S
95 (.+#"&:('/# *. .*# )&9,"(%&3' # (%,$+(%&3' 9(N# %#'%,*&3' $#" .'(
(.+#"&/(/ $,"+&','+, 1 %.('/# *,( ($)&%(9), $#" ,) %)&,'+,S
%)&,'+,S 1
%5 +#0('/# (%%&#',* $("( &0$,/&" *. .*# # ($)&%(%&3' #"&2&'()0,'+,
$",6&*+#


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
Q"# , %@H&  *"6

QF '!& #"& 0#),!  ,/"R


,/"R

, /,9,' 0('+,'," ",2&*+"#* 46M(*,  i 5 /, )( '(+."(),:( /, )(* '#


%#'-#"0&/(/,* 1 /, %.()8.&," (%%&3' +#0(/( $#*+,"&#"0,'+, &'%).1,'/#
)(* %#'%,*&#',* 8., *, P(1(' #9+,'&/#

.('/# *, %#""&2, .' $"#/.%+# '# %#'-#"0, /,9, *#0,+,"*, ( .'( '.,6(
6,"&-&%(%&3' $("( /,0#*+"(" *. %#'-#"0&/(/ %#' )#* ",8.&*&+#*

.('/# *, /,+,%+( .' $"#/.%+# '# %#'-#"0, /,*$.M* /, )( ,'+",2( #


%.('/# P( %#0,':(/# *. .*# )( #"2('&:(%&3' /,9, +#0(" )(* (%%&#',*
($"#$&(/(* ",*$,%+# ( )#* ,-,%+#* # ,-,%+#* $#+,'%&(),* /, )( '#
%#'-#"0&/(/


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
Q"# , %@H&  *"6

QG H&   #" #!


#!
( #"2('&:(%&3' /,9, /,+,"0&'(" ",%#$&)(" 1 ('()&:(" )#* /(+#* ($"#$&(/#*
$("( /,0#*+"(" )( (/,%.(%&3' 1 )( ,-,%+&6&/(/ /,) *&*+,0( /, 2,*+&3' /, )(
%()&/(/ 1 $("( ,6().(" /3'/, $.,/, ",()&:("*, )( 0,N#"( %#'+&'.( /, )(
,-,%+&6&/(/ /,) *&*+,0( /, 2,*+&3' /, )( %()&/(/ *+# /,9, &'%).&" )#*
/(+#* 2,',"(/#* /,) ",*.)+(/# /,) *,2.&0&,'+# 1 0,/&%&3' 1 /,
%.(),*8.&,"( #+"(* -.,'+,* $,"+&','+,*

) ('R)&*&* /, /(+#* /,9, $"#$#"%&#'(" &'-#"0(%&3' *#9",


*#9",
(5 )( *(+&*-(%%&3' /,) %)&,'+, 46M(*,  i |5S
95 )( %#'-#"0&/(/ %#' )#* ",8.&*&+#* /,) $"#/.%+# 46M(*,  i |5S
%5 )(* %("(%+,"7*+&%(* 1 +,'/,'%&(* /, )#* $"#%,*#* 1 /, )#* $"#/.%+#*
&'%).1,'/# )(* #$#"+.'&/(/,* $("( )),6(" ( %(9# (%%&#',* $",6,'+&6(*S
$",6,'+&6(*S 1
/5 )#* $"#6,,/#",*

|
Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
Q"# , %@H&  *"6
QI "6
"6
QID "6 ,! )
)
( #"2('&:(%&3' /,9, 0,N#"(" %#'+&'.(0,'+, )( ,-,%+&6&/(/ /,) *&*+,0( /,
2,*+&3' /, )( %()&/(/ 0,/&('+, ,) .*# /, )( $#)7+&%( /, )( %()&/(/ )#*
#9N,+&6#* /, )( %()&/(/ )#* ",*.)+(/#* /, )(* (./&+#"&(* ,) ('R)&*&* /,
/(+#* )(* (%%&#',* %#"",%+&6(* 1 $",6,'+&6(* 1 )( ",6&*&3' $#" )( /&",%%&3'
Mejora o ti a
s el ame to co ti o e la efectivia e la
orga izació
ara cm
lir co la Golítica e
alia y lograr los objetivos e calia.

jem
los:
] Me or
orce taje e
rocto o co forme.
] Me or ca tia e o co formiaes,
] Dismi ció e la gravea e las o co formiaes,
] Mejoramie to e los i icaores e satisfacció e los clie tes.
] Me or es
ericio.
] Mejor is
o ibilia e
rocto.
] Me ores costos
or mala calia,
] Más co siste te cm
limie to e los aceros co tractales
(es
ecificacio es, ca tia, costo, tiem
o y lgar e e trega, etc.)
] bjetivos e calia caa vez más ambiciosos.
i
Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
Q"# , %@H&  *"6
QIE ,, % ,",! 7
7
( #"2('&:(%&3' /,9, +#0(" (%%&#',* $("( ,)&0&'(" )( %(.*( /, )(* '#
%#'-#"0&/(/,* %#' #9N,+# /, $",6,'&" 8., 6.,)6(' ( #%.""&" (* (%%&#',*
%#"",%+&6(* /,9,' *," ($"#$&(/(* ( )#* ,-,%+#* /, )(* '# %#'-#"0&/(/,*
,'%#'+"(/(*

,9, ,*+(9),%,"*, .' $"#%,/&0&,'+# /#%.0,'+(/# $("( /,-&'&" )#*


",8.&*&+#* $("(
$("(
(5 ",6&*(" )(* '# %#'-#"0&/(/,* 4&'%).1,'/# )(* 8.,N(* /, )#*
%)&,'+,*5SS
%)&,'+,*5
95 /,+,"0&'(" )(* %(.*(* /, )(* '# %#'-#"0&/(/,*S
%#'-#"0&/(/,*S
%5 ,6().(" )( ',%,*&/(/ /, (/#$+(" (%%&#',* $("( (*,2."("*, /, 8.,
)(* '# %#'-#"0&/(/,* '# 6.,)6(' ( #%.""&"S
#%.""&"S
/5 /,+,"0&'(" , &0$),0,'+(" )(* (%%&#',* ',%,*("&(*S
',%,*("&(*S
,5 ",2&*+"(" )#* ",*.)+(/#* /, )(* (%%&#',* +#0(/(* 46M(*,  i 5S 1
-5 ",6&*(" )(* (%%&#',* %#"",%+&6(* +#0(/(*


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
Q"# , %@H&  *"6


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !
Q"# , %@H&  *"6
QIF ,, % 0"7"! 7
7
( #"2('&:(%&3' /,9, /,+,"0&'(" (%%&#',* $("( ,)&0&'(" )(* %(.*(* /, '#
%#'-#"0&/(/,* $#+,'%&(),* $("( $",6,'&" *. #%."",'%&( (* (%%&#',*
$",6,'+&6(* /,9,' *," ($"#$&(/(* ( )#* ,-,%+#* /, )#* $"#9),0(*
$#+,'%&(),*

,9, ,*+(9),%,"*, .' $"#%,/&0&,'+# /#%.0,'+(/# $("( /,-&'&" )#*


",8.&*&+#* $("(
$("(
(5 /,+,"0&'(" )(* '# %#'-#"0&/(/,* $#+,'%&(),* 1 *.* %(.*(*S
%(.*(*S
95 ,6().(" )( ',%,*&/(/ /, (%+.(" $("( $",6,'&" )( #%."",'%&( /, '#
%#'-#"0&/(/,*SS
%#'-#"0&/(/,*
%5 /,+,"0&'(" , &0$),0,'+(" )(* (%%&#',* ',%,*("&(*S
',%,*("&(*S
/5 ",2&*+"(" )#* ",*.)+(/#* /, )(* (%%&#',* +#0(/(* 46M(*,  i  5S 1
,5 ",6&*(" )(* (%%&#',* $",6,'+&6(* +#0(/(*


Ô;<<Di
Ô;<<D i O
O !"#"$"! %#"&'& ##
"3)  !


>.ÔBÔ


>.ÔBÔ

)# !  !" S)# !  #" 0 " 0!"T


0!"T
#' ",()&:(/(* $#"
)( $"#$&( #"2('&:(%&3' # ,' '#09", /, M*+( $("( ",6&*&3' $#" )( /&",%%&3'
1 #+"#* $"#$3*&+#* &'+,"'#* 1 $.,/,' -#"0(" )( 9(*, /, .'(
(.+#/,%)("(%&3' /, %#'-#"0&/(/ $#" $("+, /, )( #"2('&:(%&3'

V )# !  "A!" S)# !  #" "1)# * !"," 0!"T 0!"T
(* (./&+#"&(* /, *,2.'/( $("+, )(* ",()&:(' )(* $("+,* 8., +&,',' &'+,"M*
,' )( #"2('&:(%&3' 4%)&,'+,* . #+"(* $,"*#'(* ,' *. '#09",5 (*
(./&+#"&(* /, +,"%,"( $("+, )(* ",()&:(' #"2('&:(%&#',* (./&+#"(* ,T+,"'(* ,
&'/,$,'/&,'+,* 4)(* 8., #-",%,' ",2&*+"# # %,"+&-&%(%&3' /, %#'-#"0&/(/ %#'
)#* ",8.&*&+#* /, )( 
5

)# !  ,- #


#
.('/# *, (./&+(' N.'+#* .' *&*+,0( /, 2,*+&3' /, )( %()&/(/ 1 .' *&*+,0(
/, 2,*+&3' (09&,'+()

)# !  ,6)!


,6)!
.('/# /#* # 0(* #"2('&:(%&#',* %##$,"(' $("( (./&+(" ( .' U'&%#
(./&+(/#


ÔD;<DDii O&",%+"&%,*O$("(O)(O(./&+#"&(O/,O)#*O
ÔD;<DDii

&*+,0(*O/,O,*+&3'O/,O)(O()&/(/O1W(09&,'+()

D -6"! * ,0 #" 0& ,, %


*+( '#"0( *.0&'&*+"( #"&,'+(%&3' *#9", )#* $"&'%&$&#* /, (./&+#"&( )(
2,*+&3' /, )#* $"#2"(0(* /, (./&+#"&( )( ",()&:(%&3' /, (./&+#"&(* /,

1 /, 2,*+&3' (09&,'+() (*7 %#0# )( %#0$,+,'%&( /, )#* (./&+#",* /,
*&*+,0(* /, 2,*+&3' /, %()&/(/ 1 (09&,'+()

* ($)&%(9), ( +#/(* )(* #"2('&:(%&#',* 8., ',%,*&+(' ",()&:(" 1 2,*+&#'("


(./&+#"&(* /, *&*+,0(* /, %()&/(/ 1W# (09&,'+() &'+,"'(* # ,T+,"'(*

|
ÔD;<DDii O
ÔD;<DDii
G: , 0 #")# ! 

( (./&+#"&( *, %("(%+,"&:( $#" )( %#'-&(':( ,' 0.%P#* $"&'%&$&#* &%P#*


$"&'%&$&#* P(%,' 8., )( (./&+#"&( *,( .'( P,""(0&,'+( %#'-&(9), $("(
($#1(" )(* $#)7+&%(* 1 %#'+"#),* /, 2,*+&3' *.0&'&*+"('/# &'-#"0(%&3'
*#9", %30# $.,/, (%+.(" .'( #"2('&:(%&3' $("( 0,N#"(" *. /,*,0$,Q#

V  1) "!" 0 , 0  " "&,  , & 00 


)# !"=
!"=
] '#),! K! ,
, à     


] :""!, % 6)!
6)! V          



] ."- # ,) ## 0/" &


& V          
 


i
ÔD;<DDii O
ÔD;<DDii
G: , 0 #")# ! 

#* $"&%&$&#* 8., *&2.,' ",-&,",' ( )( (./&+#"&( )( %.() ,* $#" /,-&'&%&3'


&'/,$,'/&,'+, 1 *&*+,0R+&%(

] Ô#"0"#",   V          


       


] 4/3)" -# " & "7 #",   m       
              
  

( ,6&/,'%&( /, )( (./&+#"&( ,* 6,"&-&%(9),
, 9(*( ,' 0.,*+"(* /,
&'-#"0(%&3' /&*$#'&9), 1( 8., .'( (./&+#"&( *, ",()&:( /."('+, .' $,"7#/#
/, +&,0$# )&0&+(/# 1 %#' ",%."*#* )&0&+(/#*


ÔD;<DDii
ÔD;<DDii O


ÔD;<DDii O
ÔD;<DDii
I$"! %#")01#")# ! 

ID $""& ##"


) $"#2"(0( /, (./&+#"&( $.,/, &'%).&" (./&+#"&(* %#' .'( 6("&,/(/ /,
#9N,+&6#* ,$,'/&,'/# /,) +(0(Q# '(+."(),:( 1 %#0$),N&/(/ /, )(
#"2('&:(%&3' $#" (./&+(" ,) $"#2"(0( /, (./&+#"&(

#* ",*$#'*(9),* /, /&"&2&" ,) $"#%,*# /, (./&+#"&( /,9,"7('


/,9,"7('
(5 *+(9),%," )#* #9N,+&6#* 1 ,T+,'*&3' /,) $"#2"(0( /, (./&+#"&(
95 *+(9),%," )(* ",*$#'*(9&)&/(/,* ",%."*#* 1 $"#%,/&0&,'+#*
%5 *,2."(" )( &0$),0,'+(%&3' /,) $"#2"(0( /, (./&+#"&(
/5 Z(%," *,2.&0&,'+# ",6&*(" 1 0,N#"(" ,) $"#2"(0( /, (./&+#"&( 1
,5 *,2."(" 8., *, )),6(' )#* ",2&*+"#* ($"#$&(/#* /,) $"#2"(0( /,
(./&+#"&(


ÔD;<DDii O
ÔD;<DDii
I$"! %#")01#")# ! 


ÔD;<DDii O
ÔD;<DDii
I$"! %#")01#")# ! 


ÔD;<DDii O
ÔD;<DDii
I$"! %#")01#")# ! 


ÔD;<DDii O
ÔD;<DDii
I$"! %#")01#")# ! 


ÔD;<DDii O
ÔD;<DDii
I$"! %#")01#")# ! 

|
ÔD;<DDii O
ÔD;<DDii
I$"! %#")01#")# ! 

||
ÔD;<DDii O
ÔD;<DDii
I$"! %#")01#")# ! 

|i
ÔD;<DDii O
ÔD;<DDii
G$"! %#")01#")# ! 

|
ÔD;<DDii O
ÔD;<DDii
J,! 7 ##"#")# ! 

|
ÔD;<DDii O
ÔD;<DDii
J,! 7 ##"#")# ! 

|
ÔD;<DDii O
ÔD;<DDii
J,! 7 ##"#")# ! 

JE Ô ,  #" & )# ! 


ù ." 1, % #"& &2#" #"& "3) 0 )# ! !
(* $,"*#'(* ",*$#'*(9),* /, /&"&2&" ,) $"#2"(0( /, (./&+#"&( /,9,"7('
'#09"(" ,) )7/," /,) ,8.&$# (./&+#" $("( )( (./&+#"&( ,*$,%7-&%(

ù ."/  , % #" & -6"! 7@ "& &,," * & , !"  #" )# ! 

9N,+&6#* ,-&',' 8., ,* )# 8., *, 6( ( )#2"("
)%('%, ,*%"&9, )( ,T+,'*&3' 1 )#* )&0&+,*
"&+,"&#*
, .+&)&:(' ",-,",'%&( -",'+, ( )( %.() *, /,+,"0&'( )(
%#'-#"0&/(/

ù ."!" , % #" & 7 - & ## #" & )# ! 


ù"&",, % #"& "3) 0 )# ! !

, /,9,"7( %#'-#"0(" .' ,8.&$# (./&+#" +,'&,'/# ,' %.,'+( )(


%#0$,+,'%&( ',%,*("&( $("( )#2"(" )#* #9N,+&6#* /, )( (./&+#"&( .('/#
*#)(0,'+, P(1 .' (./&+#" M*+, /,9,"7( ",()&:(" +#/#* )#* /,9,",*
($)&%(9),* /, .' )7/," /,) ,8.&$# (./&+#"
|
ÔD;<DDii O
ÔD;<DDii
J,! 7 ##"#")# ! 

ù 4!-&",  "! #"& ,!,!  , & , "& )# !#


!#

"#$3*&+#*
"#$3*&+#*
(5 *+(9),%," %('(),* /, %#0.'&%(%&3'
95
.0&'&*+"(" &'-#"0(%&3' *#9", ,) +&,0$# $"#$.,*+# 1 )( %#'-#"0(%&3'
/,) ,8.&$# /, (./&+#"&(
%5
#)&%&+(" (%%,*# ( /#%.0,'+#* $,"+&','+,* &'%).&/#* ",2&*+"#*
/5 ,+,"0&'(" )(* ",2)(* /, *,2."&/(/ ,' ,) *&+&# ($)&%(9),*
,5 Z(%," )#* ("",2)#* $("( )( (./&+#"&(
-5 ),2(" ( .' (%.,"/# 0.+.# *#9", )( ',%,*&/(/ /, $,"*#'(*
(%#0$(Q('+,* +(),* %#0# #9*,"6(/#",* # 2.7(* $("( ,) ,8.&$# /,
(./&+#"&(

|
ÔD;<DDii O
ÔD;<DDii
J,! 7 ##"#")# ! 

ù "7  % #" #,)"!


'+,* /, )(* (%+&6&/(/,* /, (./&+#"&( ,' ,) *&+&# )( /#%.0,'+(%&3' /,)
(./&+(/# /,9,"7( *," ",6&*(/( $("( /,+,"0&'(" )( %#'-#"0&/(/ /,) *&*+,0(
%#' )#* %"&+,"&#* /, )( (./&+#"&(
( /#%.0,'+(%&3' $.,/, &'%).&" /#%.0,'+#* 1 ",2&*+"#* $,"+&','+,* /,)

 1 ",$#"+,* /, (./&+#"&( ('+,"&#",* ( ",6&*&3' /,9,"7( +,'," ,'


%.,'+( ,) +(0(Q# '(+."(),:( 1 %#0$),N&/(/ /, )( #"2('&:(%&3' 1 )#*
#9N,+&6#* 1 ()%('%, /, )( (./&+#"&( .,/, *," ',%,*("&( .'( 6&*&+(
$",)&0&'(" () *&+&# $("( +,'," .'( 6&*&3' 2,',"() (/,%.(/( /, )(
&'-#"0(%&3' /&*$#'&9),

& ,) )7/," /,) ,8.&$# (./&+#" %#'*&/,"( 8., )( &'-#"0(%&3' ,* &'(/,%.(/(


/,9,"7( &'-#"0(" () %)&,'+, /, )( (./&+#"&( ( )(* $,"*#'(* ",*$#'*(9),* /,
/&"&2&" ,) $"#2"(0( /, (./&+#"&( 1 () (./&+(/# # *, /,9,"7(' 2(*+(" 0R*
",%."*#* ,' )( (./&+#"&( *&'# P(*+( 8., *, ",*.,)6(' ,*+#* $"#9),0(*

|
ÔD;<DDii O
ÔD;<DDii
J,! 7 ##"#")# ! 

JG :"0, % #" & ,! 7 ##" #" )# !  " "&  ! 
JGD :"0, % #"& 0& #" )# ! 
) )7/," /,) ,8.&$# (./&+#" /,9,"7( $",$("(" .' $)(' /, (./&+#"&( $("(
*.0&'&*+"(" )( &'-#"0(%&3' ',%,*("&( $("( ,) ,8.&$# (./&+#" ,) (./&+(/# 1
,) %)&,'+, /, )( (./&+#"&(

JGE  1, % #" !-6 & "3) 0 )# !


) )7/," /,) ,8.&$# (./&+#" ,' %#'*.)+( %#' ,) ,8.&$# (./&+#" /,9,"7(
(*&2'(" ( %(/( 0&,09"# /,) ,8.&$# )( ",*$#'*(9&)&/(/ /, (./&+(" $"#%,*#*
,*$,%7-&%#* /,) *&*+,0( /, 2,*+&3' -.'%&#',* *&+&#* R",(* # (%+&6&/(/,*

JGF :"0, % #" #,)"! #" !-6


#* /#%.0,'+#* /, +"(9(N# )#* /,9,"7( $",$("(" 1 .*(" ,) ,8.&$# (./&+#"
%#' $"#$3*&+#* /, ",-,",'%&( 1 ",2&*+"# /, )#* $"#%,/&0&,'+#* /, )(
(./&+#"&(

|
ÔD;<DDii O
ÔD;<DDii
J,! 7 ##"#")# ! 

JI "& 5, % #" ,! 7 ##" #" )# !  " "&  ! 
JID "& 5, % #" & ") % #" 0"!)

, /,9,"7( )),6(" ( %(9# .'( ",.'&3' /, ($,"+."( %#' )( 2,",'%&( /,)


(./&+(/# # ,' /#'/, *,( ($"#$&(/# %#' )(* $,"*#'(* ",*$#'*(9),* /, )(*
-.'%&#',* # $"#%,*#* $#" (./&+(" ) $"#$3*&+# /, .'( ",.'&3' /, ($,"+."(
,*
,*
(5 #'-&"0(" ,) $)(' /, (./&+#"&(
95 "#$#"%&#'(" .' 9",6, ",*.0,' /, %30# *, ",()&:("R' )(* (%+&6&/(/,*
%5 #'-&"0(" )#* %('(),* /, %#0.'&%(%&3'
/5 "#$#"%&#'(" () (./&+(/# )( #$#"+.'&/(/ $("( ",()&:(" $",2.'+(*

JIE ') ,, % #)!" & )# ! 


."('+, )( (./&+#"&( ,) )7/," /,) ,8.&$# (./&+#" /,9,"7( %#0.'&%("
$,"&3/&%(0,'+, ,) ,*+(/# /, )( (./&+#"&( 1 %.()8.&," &'8.&,+./ () (./&+(/#
1 () %)&,'+, /, )( (./&+#"&( *,2U' ,) %(*#

||
ÔD;<DDii O
ÔD;<DDii
J,! 7 ##"#")# ! 

JIF (), " * "0- & ##" #" & 1)2 * -"7#"
#* 2.7(* 1 #9*,"6(/#",* $.,/,' (%#0$(Q(" () ,8.&$# /, (./&+#"&( $,"#
'# *#' $("+, /, M) # /,9,"7(' &'-).,'%&(" '& &'+,"-,"&" %#' )( ",()&:(%&3'
/, )( (./&+#"&(

JIG",0 &, % * 7" / ,, % #" & /, % %


."('+, )( (./&+#"&( /,9,"7( ",%#$&)("*, 0,/&('+, .' 0.,*+",# ($"#$&(/#
1 6,"&-&%("*, )( &'-#"0(%&3' $,"+&','+, ( )#* #9N,+&6#* ()%('%, 1 %"&+,"&#*
/, )( (./&+#"&( &'%).&/( )( &'-#"0(%&3' $,"+&','+, ( )(* &'+,"",)(%&#',*
,'+", -.'%&#',* (%+&6&/(/,* 1 $"#%,*#*

|||
||i
ÔD;<DDii O
ÔD;<DDii
J,! 7 ##"#")# ! 

JII $"", % #" & ?&&51 #" & )# ! 


( ,6&/,'%&( /, )( (./&+#"&( *, /,9,"7( ,6().(" %#'+"( )#* %"&+,"&#* /, )(
(./&+#"&( $("( 2,',"(" )#* P())(:2#* /, )( (./&+#"&(

JIJ :"0, % #" & ,,&) " #" & )# ! 
) ,8.&$# (./&+#" *, /,9,"7( ",.'&" ('+,* /, )( ",.'&3' /, %&,"", $("(
$("(
(5 ,6&*(" )#* P())(:2#* /, )( (./&+#"&( 1 %.()8.&," #+"( &'-#"0(%&3'
",%#),%+(/( /."('+, )( (./&+#"&( %#'+"( )#* #9N,+&6#* /, )( (./&+#"&(
95 %#"/(" )(* %#'%).*&#',* /, )( (./&+#"&( +,'&,'/# ,' %.,'+( )(
&'%,"+&/.09", ,' M*+(
%5 ",$("(" ",%#0,'/(%&#',* *& *, ,*$,%&-&%(' ,' )#* #9N,+&6#* /, )(
(./&+#"&(
/5 &*%.+&" )(* (%%&#',* %#0$),0,'+("&(* /, )( (./&+#"&( *& ,* ($"#$&(/#

||
ÔD;<DDii O
ÔD;<DDii
J,! 7 ##"#")# ! 

JIP "& 5, % #" & ") % #" , ""

, /,9,"7( ",()&:(" .'( ",.'&3' /, %&,"", $("( $",*,'+(" )#* P())(:2#* /, )(


(./&+#"&( 1 )(* %#'%).*&#',* /, 0(',"( 8., *,(' %#0$",'/&/#* 1
",%#'#%&/#* $#" ,) (./&+(/# 1 (%#"/(" *& ,* ($"#$&(/# ,) $,"7#/# /, ,)
$,"7#/# /, +&,0$# $("( 8., ,) (./&+(/# $",*,'+, .' $)(' /, 

J J :"0, %@ 0-, % * # ! -), % #"& "0!" #"


)# ! 
JJD :"0, % #"& "0!" #" )# ! 
) )7/," /,) ,8.&$# (./&+#" /,9,"7( *," ,) ",*$#'*(9), /, )( $",$("(%&3' 1
%#'+,'&/# /,) ",$#"+, /, (./&+#"&( ,9,"7( $"#$#"%&#'(" .' ",2&*+"#
%#0$),+# ,T(%+# %#'%&*# 1 %)("# /, )( (./&+#"&(

JJE0-, % * # ! -), % #"& "0!" #" )# ! 


) ",$#"+, /, (./&+#"&( *, /,9,"7( ,0&+&" /,'+"# /,) $,"7#/# /, +&,0$#
(%#"/(/# ,9,"7( ,*+(" -,%P(/# ",6&*(/# 1 ($"#9(/#

||
ÔD;<DDii O
ÔD;<DDii
J,! 7 ##"#")# ! 

JP B" , % #" & )# ! 


JPD "!", % #" #,)"!
#* /#%.0,'+#* %#'%,"'&,'+,* ( )( (./&+#"&( *, /,9,"7(' ",+,'," #
/,*+".&" 0,/&('+, (%.,"/# ,'+", )(* $("+,* $("+&%&$('+,* 1 /, (%.,"/# %#'
)#* $"#%,/&0&,'+#* /,) $"#2"(0( /, (./&+#"&( 1 ",8.&*&+#* ",2)(0,'+("&#* 1
%#'+"(%+.(),* ($)&%(9),*

JPE ( & 5, % #" & )# ! 


( (./&+#"&( ,*+R %#0$),+( %.('/# P(' -&'()&:(/# +#/(* )(* (%+&6&/(/,* /,)
$)(' /, (./&+#"&( 1 ,) ",$#"+, /, (./&+#"&( ($"#9(/# P( *&/# /&*+"&9.&/#

JQ "& 5, % #" ,! 7 ##" ,0&""!   & )# ! 
(* %#'%).*&#',* /, )( (./&+#"&( $.,/,' &'/&%(" )( ',%,*&/(/ /,  [
 [* 1
/, 0,N#"( *,2U' ,) %(*# *+(* (%%&#',* '# *, %#'*&/,"(' $("+, /, )(
(./&+#"&( 1 .*.()0,'+, )(* ",()&:( ,) (./&+(/# /,'+"# /, .' $,"7#/# /,
+&,0$# (%#"/(/#

||
ÔD;<DDii O
ÔD;<DDii
P'0"!", *"7&), %#")# !"

||
ÔD;<DDii O
ÔD;<DDii
P'0"!", *"7&), %#")# !"

PF ! -)! 0"&"


#* (+"&9.+#* $,"*#'(),* %#'+"&9.1,' () /,*,0$,Q# ,T&+#*# /, .' (./&+#"
' (./&+#" /,9,"7( *,"
*,"
(5 \+&%#
\+&%# N.*+# 6,"(: *&'%,"# P#',*+# 1 /&*%",+#
95 , 0,'+, (9&,"+(
(9&,"+( /&*$.,*+# ( %#'*&/,"(" &/,(* # $.'+#* /, 6&*+(
()+,"'(+&6#*
%5 &$)#0R+&%#
&$)#0R+&%# $#*,, +(%+# ,' ,) +"(+# %#' )(* $,"*#'(*
/5 .,' #9*,"6(/#"
#9*,"6(/#" &'-#"0(/# ,' -#"0( %#'*+('+, 1 (%+&6( /, )#*
()",/,/#",* -7*&%#* 1 (%+&6&/(/,*
,5 ,"%,$+&6#
,"%,$+&6# %#'*%&,'+, &'*+&'+&6(0,'+, 1 %($(: /, ,'+,'/," 1 (/($+("*,
( *&+.(%&#',*
-5 ,"*R+&)
,"*R+&) %($(: /, (/($+("*, ( *&+.(%&#',* /&-,",'+,*
25 ,'(%&/(/
,'(%&/(/ $,"*&*+,'+, ,'-#%(/# ,' )#2"(" #9N,+&6#*
P5 ,%&*&6#
,%&*&6# )),2( ( %#'%).*&#',* #$#"+.'(* %#' 9(*, ,' "(:#'(0&,'+# 1
('R)&*&* )32&%#
&5 #'-&(/# ,' *7 0&*0#0&*0# (%+U( 1 -.'%&#'( &'/,$,'/&,'+, 0&,'+"(*
&'+,"(%+U( ,-,%+&6(0,'+, %#' )#* /,0R*

||
ÔD;<DDii O
ÔD;<DDii
P'0"!", *"7&), %#")# !"

PE ',  "! * ?- & ##"


PED ',  "! * ?- & ##" 1"K , #" & )# !" #" $'
*9 - "!&
#* (./&+#",* /, *&*+,0(* /, 2,*+&3' /, )( %()&/(/W(09&,'+() /,9,"7('
$#*,," %#'#%&0&,'+# 1 P(9&)&/(/,* ,' )(* *&2.&,'+,* R",(*
R",(*
(5 "&'%&$&#* $"#%,/&0&,'+#* 1 +M%'&%(* /, (./&+#"&(
95 #%.0,'+#* /,) *&*+,0( /, 2,*+&3' 1 /, ",-,",'%&( $("( $#*&9&)&+("
8., ,) (./&+#" %#0$",'/( ,) ()%('%, /, )( (./&+#"&( 1 ($)&8., )#*
%"&+,"&#* /, )( (./&+#"&(
,5
&+.(%&#',* #"2('&:(%&#'(),* $("( $#*&9&)&+(" 8., %#0$",'/( ,)
%#'+,T+# #$,"(%&#'() /, )( #"2('&:(%&3'
/5 ,1,* 1 ",2)(0,'+(%&#',* ($)&%(9),* 1 #+"#* ",8.&*&+#* $,"+&','+,* ( )(
/&*%&$)&'( $("( $#*&9&)&+(" 8., ,) (./&+#" %#'#:%( )#* ",8.&*&+#* 8.,
*, ($)&%(' ( )( #"2('&:(%&3' (./&+(/( 1 +"(9(N, /, (%.,"/# %#'
,))#*

||
ÔD;<DDii O
ÔD;<DDii
P'0"!", *"7&), %#")# !"

PEE ',  "! * ?- & ##" 1"K , #" & &2#"" #"&
"3) 0 )# !
#* )7/,",* /, .' ,8.&$# (./&+#" /,9,"7(' +,'," %#'#%&0&,'+# (/&%&#'() 1
P(9&)&/(/,* ,' %.('+# ( )&/,"(:2# ,' (./&+#"&( $("( $#*&9&)&+(" 8., ,)
,8.&$# /, (./&+#"&( ",()&%, )( (./&+#"&( /, .'( 0(',"( ,-&%&,'+, 1
,-&%(:

PEF ',  "! * ?- & ##" "0",2/ , 0 & )# !" #"&
$'
$'
(5 M+#/#* 1 +M%'&%(* ",)(%&#'(/#* %#' )( %()&/(/ $("( $#*&9&)&+(" 8., ,)
(./&+#" ,T(0&', )#*
 1 2,',", P())(:2#* 1 %#'%).*&#',* /,
(./&+#"&( 95 "#/.%+#* &'%).&/#* )#* *,"6&%&#* 1 $"#%,*#*
#$,"(%&#'(),* $("( $#*&9&)&+(" 8., ,) (./&+#" %#0$",'/( ,) %#'+,T+#
+,%'#)32&%# ,' ,) %.() *, ",()&:( )( (./&+#"&(

||
ÔD;<DDii O
ÔD;<DDii
P'0"!", *"7&), %#")# !"

P G 4#),, %@ "A0" ",  &-&@ /, % #"& )# ! *


"A0" ",  " )# ! 
PGD )# !
("( (/8.&"&" )( ,T$,"&,'%&( ',%,*("&( $("( )),2(" ( *," (./&+#" .'(
$,"*#'( /,9,"7(
/,9,"7(
(5 Z(9," +,"0&'(/# .' '&6,) ,/.%(+&6# *.-&%&,'+, 8., ), $,"0&+( )(
(/8.&*&%&3' /, %#'#%&0&,'+# 1 P(9&)&/(/,*
95 T$,"&,'%&( )(9#"() ,' .'( $#*&%&3' +M%'&%( 2,",'%&() # $"#-,*&#'() 8.,
&'6#).%"( ,) ,N,"%&%&# /, %"&+,"&# ",*#).%&3' /, $"#9),0(* 1
%#0.'&%(%&3' %#' #+"# $,"*#'() 2,",'%&() # $"#-,*&#'() %)&,'+,* 1W.
#+"(* $("+,* &'+,",*(/(*
%5 #"0(%&3' %#0# (./&+#" 8., %#'+"&9.1( () /,*(""#))# /,) %#'#%&0&,'+# 1
)(* P(9&)&/(/,*
/5 T$,"&,'%&( /, (./&+#"&( ,' )(* (%+&6&/(/,* /, (./&+#"&( ( ,T$,"&,'%&(
/, (./&+#"&( 2,',"() /,9,"7( (9("%(" +#/# ,) $"#%,*# /, (./&+#"&( 1
+#/( )( '#"0( /,
 # (09&,'+() *+( ,T$,"&,'%&( *, /,9,"7( P(9,"
#9+,'&/# 9(N# )( *.$,"6&*&3' 1 #"&,'+(%&3' /, .' )7/," /,) ,8.&$#
(./&+#" ,' )( 0&*0( /&*%&$)&'(

|i
ÔD;<DDii O
ÔD;<DDii
P'0"!", *"7&), %#")# !"

PGE V2#" #"& "3) 0 )# !


'+,* /, (*.0&" )( ",*$#'*(9&)&/(/ /, )&/,"(" .' ,8.&$# (./&+#" .' (./&+#"
/,9,"7( (/8.&"&" ,T$,"&,'%&( (%+.('/# %#0# (./&+#" )7/," $("(
/,*(""#))(" ,) %#'#%&0&,'+# 1 P(9&)&/(/,* *+( ,T$,"&,'%&( *, /,9,"7(
#9+,'," 9(N# )( *.$,"6&*&3' 1 #"&,'+(%&3' /, #+"# (./&+#" 8., *,(
%#0$,+,'+, %#0# )7/," /, ,8.&$#* (./&+#",*

PGF )# !" 3)" )# ! !! $' , #" 1"! % - "!&
#* (./&+#",* /,
 # (09&,'+() 8., /,*,(' )),2(" ( *," (./&+#",* ,' )(
*,2.'/( /&*%&$)&'( /,9,"7('
/,9,"7('
(5 #*,," )( -#"0(%&3' 1 ,T$,"&,'%&( )(9#"() ',%,*("&( $("( (/8.&"&" ,)
%#'#%&0&,'+# 1 P(9&)&/(/,* $("( )( *,2.'/( /&*%&$)&'( 1
95 Z(9," ",()&:(/# (./&+#"&(* 8., %#0$",'/,' +#/# ,) *&*+,0( /, 2,*+&3'
,' )( *,2.'/( /&*%&$)&'( 9(N# )( *.$,"6&*&3' 1 #"&,'+(%&3' /, .'
(./&+#" 8., *,( %#0$,+,'+, %#0# )7/," /, .' ,8.&$# (./&+#" ,' )(
*,2.'/( /&*%&$)&'(

|i|
ÔD;<DDii O
ÔD;<DDii
P'0"!", *"7&), %#")# !"

PGE V2#" #"& "3) 0 )# !


'+,* /, (*.0&" )( ",*$#'*(9&)&/(/ /, )&/,"(" .' ,8.&$# (./&+#" .' (./&+#"
/,9,"7( (/8.&"&" ,T$,"&,'%&( (%+.('/# %#0# (./&+#" )7/," $("(
/,*(""#))(" ,) %#'#%&0&,'+# 1 P(9&)&/(/,* *+( ,T$,"&,'%&( *, /,9,"7(
#9+,'," 9(N# )( *.$,"6&*&3' 1 #"&,'+(%&3' /, #+"# (./&+#" 8., *,(
%#0$,+,'+, %#0# )7/," /, ,8.&$#* (./&+#",*

PGF )# !" 3)" )# ! !! $' , #" 1"! % - "!&
#* (./&+#",* /,
 # (09&,'+() 8., /,*,(' )),2(" ( *," (./&+#",* ,' )(
*,2.'/( /&*%&$)&'( /,9,"7('
/,9,"7('
(5 #*,," )( -#"0(%&3' 1 ,T$,"&,'%&( )(9#"() ',%,*("&( $("( (/8.&"&" ,)
%#'#%&0&,'+# 1 P(9&)&/(/,* $("( )( *,2.'/( /&*%&$)&'( 1
95 Z(9," ",()&:(/# (./&+#"&(* 8., %#0$",'/,' +#/# ,) *&*+,0( /, 2,*+&3'
,' )( *,2.'/( /&*%&$)&'( 9(N# )( *.$,"6&*&3' 1 #"&,'+(%&3' /, .'
(./&+#" 8., *,( %#0$,+,'+, %#0# )7/," /, .' ,8.&$# (./&+#" ,' )(
*,2.'/( /&*%&$)&'(

|ii
BVV4
ù 4VÑ'ÔC .4 $>U .4 >.ÔBÔ@ L 4W .4
(B .4  '(Ô..4@ 4:B4
4:B4
4W4'Ô'Ô
4W4'Ô'Ô

ù 4+ÔÔC .4 V .'>4B 4M>4Ô. : V 


Ô ;<<D
;<<D==E<<<
E<<<
4W4'Ô'Ô
4W4'Ô'Ô

ù Ô>V'ÔC .4 >.ÔBÔ
>.ÔBÔ
4W4'Ô'Ô
4W4'Ô'Ô

ù Ô>V'ÔC .4 >.ÔBÔ
>.ÔBÔ
4W4'Ô'Ô
4W4'Ô'Ô

ù Ô>V'Ô .4 >.ÔBÔ 4 ':


':
4W4'Ô'Ô
4W4'Ô'Ô

6 :44B'ÔC .4 Ô(4 (ÔV L 4+V>'Ô4


4+V>'Ô4
4W4'Ô'Ô
4W4'Ô'Ô

|i
a 

|i