Benchmarking en Calidad. Estudio comparativo y detección de buenas prácticas en entidades de UNAD

8/3/2019 Benchmarking en Calidad. Estudio comparativo y detección de buenas prácticas en entidades de UNAD

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M{p}`nh khavcrcpnyh ~

`mpmkknûe `m o}mec{ vrãkpnkc{

me mepn`c`m{ `m ]EC@

Omekbacrlneg me

Kcjn`c`4



Omekbacrlneg me Kcjn`c`4

M{p}`nh khavcrcpnyh ~ `mpmkknûe `m o}mec{ vrãkpnkc{me mepn`c`m{ `m ]EC@



]enûe ̀ m C{hkncknhem{ ~ Mepn`c`m{ ̀ mCpmeknûe cj @rhgh`mvme`nmepm "]EC@.



M`npc4 ]enûe `m C{hkncknhem{ ~ Mepn`c`m{ `m Cpmeknûe cj @rhgh`mvme`nmepm* ]EC@

C}phr(C}phrc{4 Ace}mj Cjomrph{ "]EC@.

Hjgc Gûamt "][email protected] Jûvmt "][email protected] Kbnekbnjjc

@n{móh m navrm{nûe4 C%@%N%

N[OE4 >72!20!9>;!267?!7@mvû{nph Jmgcj4 G]!;63(?636



Áe`nkm

Vrûjhgh 7

Kcváp}jh 3 Neprh`}kknûe >

Kcváp}jh ? Hodmpnyh{ `mj vrh~mkph 3;

Kcváp}jh ; Vcrpnknvcepm{ 37

Kcváp}jh 0 Amph`hjhgác ?3

3 Amph`hjhgác gmemrcj `mj vrh~mkph ?;

? [mjmkknûe `m jh{ vcrpnknvcepm{ ?9

; Jc vrnamrc {m{nûe ̀ m prcocdh ?7;%3% Hodmpnyh{ ̀ m jc {m{nûe 3 % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % ?7

;%?% Bmrrcanmepc{ ~ rm{}jpc`h{ ̀ m prcocdh ̀ m jc vrnamrc {m{nûe% % % % % % % % % % % % % % % % % ;6

0 Jc {mg}e`c {m{nûe `m prcocdh ;70%3% Hodmpnyh{ ̀ m jc {m{nûe ? % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % ;70%?% Bmrrcanmepc{ ~ rm{}jpc`h{ ̀ mj prcocdh ̀ m jc {mg}e`c {m{nûe4

Ace}cj `m ne{pr}kknhem{ vcrc jc{ mepn`c`m{ % % % % % % % % % % % % % % % % % % % % % % % % % % % % 060%;% Ocpmrác ̀ m ne`nkc`hrm{% % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % =0

= Jc pmrkmrc {m{nûe `m prcocdh =7=%3% Hodmpnyh{ ̀ m jc {m{nûe ; % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % =7=%?% _m{}jpc`h{ ~ o}mec{ vrãkpnkc{ % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % =>

Kcváp}jh = Vrhv}m{pc ̀ m Vrhkm{h{ 93

Vrhkm{h{ m{prcpîgnkh{Vjcenkcknûe ~ @m{vjnmg}m ̀ m jc M{prcpmgnc % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % 90Mycj}cknûe Hodmpnyh{ M{prcpîgnkh{ % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % 92Mycj}cknûe Hodmpnyh{ ̀ m Vrhkm{h{ % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % 7?Mycj}cknûe [cpn{ckknûe ]{}crnh{ % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % 79

Vrhkm{h{ kjcymN`mepnkcknûe ~ Ceãjn{n{ ̀ m Hvhrp}en`c`m{ % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % 26Vjcenkcknûe ̀ mj [mrynknh % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % 20Mdmk}knûe ̀ mj [mrynknh % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % 22Mycj}cknûe ~ Amdhrc `mj [mrynknh `m Nepmrymeknûe % % % % % % % % % % % % % % % % % % % % % % % % % % >?

Vrhkm{h{ `m {hvhrpmKha}enkcknûe Mpmrec % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % >9[mjmkknûe `mj Vmr{hecj % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % 366Ihracknûe ̀ mj Vmr{hecj% % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % 369



Omekbacrlneg me kcjn`c`4 m{p}`nh khavcrcpnyh ~ ̀ mpmkknûe`m o}mec{ vrãkpnkc{ me mepn`c`m{ ̀ m ]EC@

Vrûjhgh

Me jc `îkc`c `m jh{ 76 ~ `m jh{ 26 `mj {ngjh vc{c`h ecknmrhe jc ac~hrác `m jc{ hrgcentcknhem{ {ne

ãenah `m j}krh s}m prcocdce me mj ãaonph `m jh{ khe{}ah{ vrhojmaãpnkh{ `m `rhgc{* ~ khe mjjh mj

ahynanmeph c{hkncpnyh s}m khavhem ]EC@% Me cs}mj ahameph jc{ vrneknvcjm{ bmrrcanmepc{ `m

prcocdh mrce jc yhj}epc` ~ mj khavrhan{h* ~ vhr {}v}m{ph mj ̀ m{mh ̀ m c~}`cr c vmr{hec{ cmkpc`c{

vhr jc bmrháec%

Vrheph cvrme`nah{ s}m {n onme jc yhj}epc` mrc }e mjmameph navrm{kne`nojm pcaonîe mrc ne{}!

knmepm% ^ khametcah{ c nekhrvhrcr hprc{ bmrrcanmepc{ c e}m{prc{ hrgcentcknhem{4 jc hracknûe*

jc vrhm{nhecjntcknûe* mj nepmrkcaonh `m mvmrnmeknc{* jc gm{pnûe `m he`h{ vôojnkh{ ~ vrnyc`h{* jc

cvjnkcknûe `m ah`mrec{ pîkenkc{ `m gm{pnûe* jc {me{nonjntcknûe {hkncj* mj prcocdh me nekn`meknc me

vhjápnkc{ vôojnkc{* jc prce{ymr{cjn`c *̀ h jc khavjmamepcrnm`c`* vhr vhemr {hjh cjg}eh{ mdmavjh{%

Vh`mah{ `mknr vhr mjjh s}m e}m{prc{ hrgcentcknhem{ jjmyce ?6 h ;6 cóh{ neamr{c{ me }e vrhkm{h

`m amdhrc vmracemepm% M{ph m{ vh{nojm vhrs}m {nmavrm bmah{ vme{c`h s}m jh }e`camepcj m{ jc

vmr{hec* ~ s}m jc{ hrgcentcknhem{* jh{ vrhgrcac{* jh{ ms}nvh{ pîkenkh{* jc{ ̀ nrmkpnyc{* ̀ mome m{pcr

c {} {mrynknh* ~ c`cvpcr{m me kc`c ahameph c {}{ emkm{n`c`m{* ̀ mace`c{ ~ knrk}e{pceknc{%

]ec `m jc{ ôjpnac{ ehym`c`m{ s}m bmah{ nekj}n`h me e}m{prh vrhkm{h `m amdhrc vmracemepm m{

jc nekhrvhrcknûe ̀ m {n{pmac{ ̀ m gm{pnûe ̀ m kcjn`c`* ~ vh`mah{ ̀ mknr s}m ]EC@ m{pã c jc yceg}cr!

`nc me m{pm pmac%

Mj jnorh s}m vrm{mepcah{ {m ne{krnom me m{pm khepmph% [m prcpc `m }e pmph s}m rmkhgm }e vrhgrc!

ac {}oymeknhec`h vhr jc @mjmgcknûe `mj Ghonmreh vcrc mj Vjce Ecknhecj [horm @rhgc{% Khe mj

vrhgrcac ~ khe mj jnorh vrmpme`mah{ vhemr c `n{vh{nknûe `m ph`c{ jc{ vmr{hec{ nepmrm{c`c{* jc{

amdhrm{ vrãkpnkc{ me jc navjcepcknûe `m {n{pmac{ `m gm{pnûe `m kcjn`c` me jc{ HEG nepmgrc`c{ me]EC@% Jc {hkncjntcknûe ̀ m m{pm khehknanmeph vmranpnrã c hprc{ hrgcentcknhem{ amdhrcr {} gm{pnûe

~ cenacrjc{ c nenkncr{m me m{pm vrhkm{h%

J}knceh Vh~cph

Vrm{n`mepm `m ]EC@



Neprh`}kknûe




Kcváp}jh 3% Neprh`}kknûe

[n cjgh eh{ kcrckpmrntc c jc{ mepn`c`m{ ̀ mj pmrkmr {mkphr me gmemrcj ~ ̀ mj ãaonph ̀ m jc{ ̀ rhgh`mvme!

`meknc{ me vcrpnk}jcr* m{ s}m bmah{ cvrme`n`h c prcocdcr d}epc{% Me jh{ nenknh{ k}ce`h {m cornmrhejh{ vrnamrh{ kmeprh{ `m cpmeknûe khe yhj}epcrnh{ s}m eh `n{vheáce `m }ec amph`hjhgác en `m }e

npnemrcrnh `n{móc`h* }nah{ a}kbc{ jc{ hrgcentcknhem{ s}m hvpcah{ vhr mj kcaneh `m khavcrpnr

e}m{prc{ vrmhk}vcknhem{ ~ e}m{prh{ vrnamrh{ înph{* c}ec`h m{}mrth{ ~ khjcohrce`h vcrc nepmr!

kcaoncr mvmrnmeknc{% Bh~* {mg}nah{ cvh{pce`h vhr m{pc ûra}jc ̀ m prcocdh vmrh me }e acrkh ̀ m

vrhm{nhecjntcknûe ~ khe amph`hjhgác{ aã{ m{pr}kp}rc`c{ khah {he jc{ ckp}cjm{ dhrec`c{ ̀ m nepmr!

kcaonh ̀ m vrhm{nhecjm{ vcrc pmaãpnkc{ a}~ m{vmkncjntc`c{ h jh{ ace}cjm{ ̀ m o}mec{ vrãkpnkc{%

C jc }mrtc eh{ bmah{ kheymrpn`h me }e {mkphr `m mjmyc`h ycjhr cóc`n`h* s}m gmemrc neehycknûe

vcrc {hormynynr* khe }ec cjpc kcvckn`c` vcrc gmemrcr bmrrcanmepc{ ~ {mrynknh{ s}m `ce rm{v}m{pcc jc{ emkm{n`c`m{ s}m en mj {mkphr vôojnkh en mj j}krcpnyh bce vh`n`h `cr `}rcepm a}kbh{ cóh{%

Jh{ khehknanmeph{ ~ jc cavjnc mvmrnmeknc `m e}m{prh{ vrhm{nhecjm{ {he e}m{prh v}eph }mrpm ~

hamepcr jc prce{mrmeknc ̀ m m{m {comr m{ }ec hojngcknûe ̀ m e}m{prc{ hrgcentcknhem{%

Vhr mj ahameph* eh {he a}kbc{ jc{ mepn`c`m{ `m `rhgh`mvme`meknc{ s}m `n{vheme `m {n{pmac{

`m gm{pnûe ̀ m kcjn`c` navjcepc`h{ ~ rmkhehkn`h{ hkncjamepm% Mj cóh ?66> bmah{ khe{mg}n`h me

]EC@ {mjjh{ `m mkmjmeknc me jc gm{pnûe oc{c`h{ me mj ah`mjh MISA me knekh hrgcentcknhem{*

me m{pm cóh {he k}cprh jc{ s}m ~c jh pnmeme ~ hprc{ knekh m{pãe me kcaneh `m khe{mg}nrjh cepm{ `m

s}m ckcom mj ?636% ]e grce înph* vmrh côe cjpc krmîreh{jh }e vhkh aã{ ~ cvrme`mr c prce{anpnrjh%

A}kbc{ ymkm{ eh {hah{ khe{knmepm{ `m s}m `meprh `m e}m{prc{ hrgcentcknhem{ pmemah{ vrãk!

pnkc{ ôenkc{ s}m }eknhece amdhr s}m jc{ `m hprc{ mepn`c`m{* s}m nekhrvhrce mjmameph{ neehyc!

`hrm{ ~ s}m v}m`me {mr prce{mrn`c{ gmemrh{camepm vhenîe`hjc{ cj {mrynknh `mj pmrkmr {mkphr% Jc

gm{pnûe `mj khehknanmeph ~ {} `n}{nûe am`ncepm jc vrãkpnkc `m jc khavcrcknûe m{ e}m{prh rmph ~



Omekbacrlneg me kcjn`c`4 m{p}`nh khavcrcpnyh ~ ̀ mpmkknûe`m o}mec{ vrãkpnkc{ me mepn`c`m{ ̀ m ]EC@3?

K c v á p } j h 3

N e p r h ` } k k n û e m{ph {m v}m`m khe{mg}nr c prcyî{ ̀ mj omekbacrlneg% Mj omekbacrlneg m{ }e cegjnkn{ah s}m v}m`m

`menr{m khah }e vrhkm{h {n{pmaãpnkh ~ khepne}h vcrc mycj}cr khavcrcpnycamepm jh{ vrh`}kph{*

{mrynknh{ ~ vrhkm{h{ `m prcocdh me hrgcentcknhem{% Khe{n{pm me phacr ‚khavcrc`hrm{‑ h omekb!

acrl{ c cs}mjjh{ vrh`}kph{* {mrynknh{ ~ vrhkm{h{ `m prcocdh s}m vmrpmemtkce c hrgcentcknhem{

s}m myn`meknme jc{ amdhrm{ vrãkpnkc{ {horm mj ãrmc `m nepmrî{* khe mj vrhvû{nph `m prce{mrnr mj kh!ehknanmeph `m jc{ amdhrm{ vrãkpnkc{ ~ {} cvjnkcknûe< m{ ‚khvncr cj amdhr‑%

Vhr hprh jc`h* k}ce`h {m prcocdce mjmameph{ m{prcpîgnkh{ ~ `m gm{pnûe me jc{ mepn`c`m{ eh j}krc!

pnyc{* m{ bconp}cj mekheprcr{m khe {mrnc{ `nk}jpc`m{ c jc bhrc `m prc{jc`cr mj jmeg}cdm ~ jc ac~hrác

`m jc{ bmrrcanmepc{* ~c s}m {he navhrpc`c{ `mj {mkphr vrnyc`h j}krcpnyh ~ {}mjme rms}mrnr `m }e

m{}mrth ̀ m c`cvpcknûe ~ ̀ m }e mdmrknknh ̀ m nacgnecknûe%

C{á an{ah* am`nr khe ̀ cph{ k}cepnpcpnyh{ jc kcjn`c` ̀ m yn`c ̀ m jc{ vmr{hec{* rmkhgmr jc vmrkmvknûe

`m vmr{hec{ me {np}cknûe h rnmgh `m mkj}{nûe ~ vrhkm`namepcr }e prcocdh s}m rms}nmrm khepne}c!amepm `m }e m{}mrth `m navrhyn{cknûe ~ imnonjn`c`* vrm{mepc grce`m{ ho{pãk}jh{ k}ce`h }ec

mepn`c` {m vrhvhem amdhrcr {} {mrynknh%

@m{`m ]EC@* eh{ bmah{ vrhv}m{ph rmkhgmr mj ycjnh{h prcocdh s}m bce `m{crrhjjc`h e}m{prc{

mepn`c`m{ {hknc{* n`mepnkcr o}mec{ vrãkpnkc{ me jc{ `nmrmepm{ ckknhem{ `m amdhrc s}m {m bce

jjmyc`h c kcoh ~ rmcjntcr }e ocekh `m bmrrcanmepc{ ~ mvmrnmeknc{ mnph{c{ s}m {mce `m }pnjn`c`

vcrc jh{ vrhkm{h{ }p}rh{ ̀ m hprc{ hrgcentcknhem{ ~ eh{ vmranpc ycjhrcr* ̀ m hrac hodmpnyc* e}m{prc

{np}cknûe rm{vmkph c hprc{ mepn`c`m{ me pîraneh{ ̀ m mkcknc ~ mknmeknc%



Hodmpnyh{ `mj vrh~mkph




Kcváp}jh ?% Hodmpnyh{ `mj vrh~mkph

‛ Mj vrh~mkph `m omekbacrlneg pnmem }e `hojm hodmpnyh gmemrcj4

  Cvrhymkbcr mj khehknanmeph gmemrc`h me jc{ mepn`c`m{ `m `rhgh`mvme`meknc{ s}m m{pãe

`m{crrhjjce`h vrhkm{h{ `m amdhrc `m jc kcjn`c` ~ `m{crrhjjh hrgcentcpnyh* vhemrjh me kh!

aôe vcrc `mpmkpcr o}mec{ vrãkpnkc{ me gm{pnûe ~ prc{jc`crjc{ `m hrac {meknjjc ~ vrãkpnkc c

hprc{ hrgcentcknhem{%

  Ihamepcr m{p}`nh{ khavcrcpnyh{ ~ ̀ m nepmrkcaonh ̀ m vrhkm{h{ ̀ m gm{pnûe am`ncepm amph!

`hjhgác{ m{pr}kp}rc`c{* hodmpnyc{ ~ {mrnc{ vcrc ̀ cr rnghr* mknmeknc ~ prce{vcrmeknc cj prcocdh

s}m rmcjntce jc{ hrgcentcknhem{ ̀ mj pmrkmr {mkphr%

‛ Jh{ hodmpnyh{ m{vmkákh{ `mj vrh~mkph* rm`ckpc`h{ `m hrackrhehjûgnkc* {he4

  @mpmkpcr meprm jh{ {hknh{ `m ]EC@* hrgcentcknhem{ s}m m{pîe prcocdce`h ocdh krnpmrnh{ h

{n{pmac{ ̀ m gm{pnûe ̀ m kcjn`c`%

  _mcjntcr }ec oô{s}m`c ̀ hk}amepcj ̀ m jc{ ehrac{* ah`mjh{* rmmrmekncjm{ ~ krnpmrnh{ ̀ m kc!

jn`c` mn{pmepm{ ~ aã{ }pnjntc`h{ me mj {mkphr%

  _mkhvnjcr nehracknûe {horm vrhkm{h{* ne`nkc`hrm{ ~ bmrrcanmepc{ ̀ m jc{ mepn`c`m{ ̀ m ̀ rh!

gh`mvme`meknc{ s}m ~c prcocdce khe {n{pmac{ ̀ m gm{pnûe ̀ m kcjn`c` rmkhehkn`h{%

  Krmcr }e gr}vh `m mvmrph{ s}m ycjhrme khe bmrrcanmepc{ {manm{pr}kp}rc`c{ ~ krnpmrnh{ ho!

dmpnyh{* jh{ ckphrm{ krápnkh{ ̀ m înph "IKM. ̀ m jc{ mepn`c`m{ ̀ m `rhgh`mvme`meknc{ me oc{m

c jc nehracknûe ̀ hk}amepcj kr}tc`c khe jc nehracknûe ̀ m jc{ mepn`c`m{%



Omekbacrlneg me kcjn`c`4 m{p}`nh khavcrcpnyh ~ ̀ mpmkknûe`m o}mec{ vrãkpnkc{ me mepn`c`m{ ̀ m ]EC@39

K c v á p } j h ? H o d m p n y h

{ ` m j v r h ~ m k p h   @n{mócr ne`nkc`hrm{ vcrc jh{ vrhkm{h{ rmjmycepm{ ̀ mpmkpc`h{ ~ jcetcr }e vnjhph ̀ m rmkhgn`c

`m rm{}jpc`h{ c }ec a}m{prc `m hrgcentcknhem{%

  @mpmkpcr jc{ mepn`c`m{ s}m pnmeme amdhrm{ rm{}jpc`h{ me oc{m c jh{ ne`nkc`hrm{ ̀ n{móc`h{%

 

_mcjntcr }ec vrm{mjmkknûe `m vh{nojm{ vrhkm{h{ mdmavjcrm{ s}m {mce o}mec{ vrãkpnkc{ megm{pnûe%

  [mjmkknhecr khe mj gr}vh `m mvmrph{ jc{ o}mec{ vrãkpnkc{ `menpnyc{ me oc{m c }ec bmrrc!

anmepc {manm{pr}kp}rc`c khe krnpmrnh{ hodmpnyh{%

  @n{mócr me oc{m c jc{ o}mec{ vrãkpnkc{* kbc{ ~ bmrrcanmepc{ s}m v}m`ce {mr }pnjntc`c{ vhr

hprc{ hrgcentcknhem{ vcrc {} amdhrc nepmrec%

  V}ojnkcr }e ace}cj ̀ ûe`m khe{pm4

‛ Jc amph`hjhgác ~ bmrrcanmepc{ ̀ m prcocdh ̀ m omekbacrlneg ̀ m ]EC@

‛ Jc{ o}mec{ vrãkpnkc{ ̀ mpmkpc`c{ meprm jh{ {hknh{

‛ Jc{ bmrrcanmepc{ ̀ m prcocdh oã{nkc{ "kbc{* i}dhgrcac{ ~ hracph{. ~ jc ocpmrác `m ne`n!

kc`hrm{ s}m {mce ̀ m cvjnkcknûe {meknjjc vcrc mepn`c`m{ ̀ m `rhgh`mvme`meknc{%



Vcrpnknvcepm{




Kcváp}jh ;% Vcrpnknvcepm{

Mj vrh~mkph* eceknc`h vhr mj Vjce Ecknhecj [horm @rhgc{* bc {n`h vh{nojm grcknc{ cj m{}mrth ~

khjcohrcknûe `m }e cavjnh eôamrh `m vrhm{nhecjm{* yhj}epcrnh{ ~ hrgcentcknhem{ s}m bce krmá`h~ cvh~c`h ph`h mj vrhkm{h% Bce vcrpnknvc`h }e phpcj `m ?? hrgcentcknhem{ `m ]EC@ `m 2 kha}!

en`c`m{ c}pûehac{ `n{pnepc{% Mj prcocdh {m bc `nyn`n`h me ycrnh{ enymjm{ `m vcrpnknvcknûe s}m {m

rmvrm{mepce ̀ m hrac m{s}maãpnkc me mj k}c`rh s}m {m a}m{prc c khepne}cknûe4



Omekbacrlneg me kcjn`c`4 m{p}`nh khavcrcpnyh ~ ̀ mpmkknûe`m o}mec{ vrãkpnkc{ me mepn`c`m{ ̀ m ]EC@?6

K c v á p } j h ;

V c r p n k n v c e p m {

Enymj `mVcrpnknvcknûe

I}eknhem{ Vcrpnknvcepm{

Gr}vh

Khhr`nec`hr

Khav}m{ph vhr ; vrhm{nhecjm{ `m jc {m`m `m]EC@ ~ }e khe{}jphr mpmreh% Bce khhr`nec`h

ph`h mj vrh~mkph ~ c {}{ vcrpnknvcepm{ ~ bcermkhvnjc`h mj acpmrncj vcrc {} v}ojnkcknûe

Ace}mj Cjomrph{ "]EC@. ( Hjgc Gûamt"]EC@. ( Kcrjc Jûvmt "]EC@. ( Ace}mj

Acrpnemt "CRNHAC.

Gr}vh `mPrcocdh

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{mepce me grce am`n`c jc ac~hrác `m {mrynknh{ me e}m{prc rm` `m {hknh{ ~ vhr pceph khavc!

rcojm{ meprm mjjc{%

  Jc{ ehrac{* ah`mjh{ ~ rmmrmekncjm{ `m kcjn`c` mn{pmepm{ pnmeme c{vmkph{ s}m navckpce

aã{ h ameh{ e}m{prc{ hrgcentcknhem{ ~ {m prcpc ̀ m vhpmekncr cs}mjjh s}m aã{ ôpnj eh{ {mc ~

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  Mn{pme ckphrm{ krápnkh{ `m înph s}m bckme s}m* onme `n{móc`h{ m navjmamepc`h{* }ec hr!

gcentcknûe {mc m{vmkncjamepm mknmepm me {} gm{pnûe ~ {} }eknhecanmeph nepmreh%

Khe m{ph{ prm{ {}v}m{ph{* jh s}m prcpcah{ `m bckmr m{ `mpmkpcr cs}mjjc{ hrgcentcknhem{ s}m*

prcocdce`h vrhkm{h{ {nanjcrm{* v}m`ce `mah{prcr s}m bce `n{móc`h {}{ {mrynknh{ `m jc

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C khepne}cknûe vrm{mepcah{ }e ̀ ncgrcac khe jc amph`hjhgác gmemrcj ̀ m omekbacrlneg ̀ m ]EC@

s}m {m vc{crã c ̀ mpcjjcr me kc`c }ec ̀ m jc{ c{m{4




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K c v á p } j h 0

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s}m bc~ce vc{c`h vhr }e vrhkm{h ̀ m navjcepcknûe ̀ m {n{pmac{ ̀ m gm{pnûe ̀ m kcjn`c` vhr jh s}m mj

vrnamr vc{h `m jc amph`hjhgác m{ {mjmkknhecr c jh{ vcrpnknvcepm{% Mj vrh~mkph pmeác vrmyn{ph `nm!rmepm{ enymjm{ ̀ m vcrpnknvcknûe4

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{n{pmac ̀ m gm{pnûe ̀ m kcjn`c` navjcepc`h ~ kmrpnkc`h* s}m mdmrknmrce ̀ m rm{vhe{cojm{ me acpmrnc

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me }e vrhkm{h `m navjcepcknûe `m }e {n{pmac `m gm{pnûe `m kcjn`c` c}es}m eh m{p}ynmrce kmrpn!

kc`h{ côe ocdh eneg}ec ehrac h ah`mjh%

Vcrc mjjh* {m jcetû }e kha}enkc`h c ph`h{ jh{ {hknh{ khe nehracknûe `mj vrh~mkph ~ }ec kbc `m

`cph{ s}m rmkhvnjcrc mj nepmrî{ me jh{ `nmrmepm{ enymjm{ `m vcrpnknvcknûe me mj vrh~mkph ~ jc nehr!

acknûe rmjcpnyc c {} mvmrnmeknc ~ prc~mkphrnc me acpmrnc ̀ m kcjn`c`%

Jc rm{v}m{pc }m {ne `}`c }ec grcpc {hrvrm{c ~c s}m a}kbc{ hrgcentcknhem{ eh{ bnknmrhe jjmgcr

{} nepmrî{* nekj}{h cs}mjjc{ s}m {ne bcomr khametc`h c ̀ m{crrhjjcr {n{pmac{ ̀ m gm{pnûe ̀ m kcjn`c`*

mvrm{coce {} kheymeknanmeph m navhrpceknc me m{pc acpmrnc ~ s}mráce rmknonr nehracknûe `mj

vrh~mkph ~ jc v}ojnkcknûe ecj%

Prc{ mj vjcth ̀ m rmkmvknûe vrmyn{ph* {m ̀ mpmkpcrhe ?; hrgcentcknhem{ nepmrm{c`c{ ̀ m jc{ s}m bce vcr!

pnknvc`h ecjamepm ??% Jc{ mepn`c`m{ me k}m{pnûe m{pãe me}eknc`c{ me mj k}c`rh ̀ m vcrpnknvcepm{%

Meprm m{pm gr}vh `m ?? mepn`c`m{* {m khepckpû khe cs}mjjc{ hrgcentcknhem{ k}~c mvmrnmeknc ~

prc~mkphrnc mrc ac~hr ~ s}m bcoáce {hjnknpc`h vhr m{krnph vcrpnknvcr me mj gr}vh ̀ m prcocdh% [m khe{!

pnp}~û mj gr}vh `m mvmrph{ khe }e phpcj `m 33 vmr{hec{* 7 vrhm{nhecjm{ `m 7 mepn`c`m{ {hknc{* ;

vrhm{nhecjm{ ̀ m jc {m`m ̀ m ]EC@ ~ }e khe{}jphr mpmreh% M{ph{ ôjpnah{ pmeáce c`maã{ jc }eknûe

`m khhr`necr mj prcocdh* rmkhvnjcr jc `hk}amepcknûe ~ vrmvcrcr jc v}ojnkcknûe%

Inecjamepm* p}ynah{ mj cvh~h `m }ec cj}aec me vrãkpnkc{ `m jc I}e`cknûe Gmemrcj `m jc ]enymr{n!

`c` C}pûehac `m Ac`rn` me mj prcocdh `m `n{móh `m jh{ grãkh{




; Jc vrnamrc {m{nûe `m prcocdh

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;%3% Hodmpnyh{ `m jc {m{nûe 34

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aôe ~ oã{nkc ̀ m jh{ {n{pmac{ ̀ m gm{pnûe ̀ m kcjn`c` ̀ m jc{ mepn`c`m{ ̀ m ]EC@%

  @mpmkpcr mjmameph{ `m jc{ `nmrmepm{ ehrac{* ah`mjh{ ~ rmmrmekncjm{ }pnjntc`h{ vhr

jc{ mepn`c`m{ s}m {mce ̀ m nepmrî{ ~ cecjntcr {} navckph me jc{ hrgcentcknhem{ `m `rh!

gh`mvme`meknc{%

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gmemrcj s}m v}m`c rmimdcr ph`h{ jh{ vrhkm{h{ vrneknvcjm{ `m }ec mepn`c` `m `rhgh`m!

vme`meknc{%

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"IKM. vcrc jc{ mepn`c`m{ ̀ m ̀ rhgh`mvme`meknc{ ~ {horm jh{ s}m {m bce rmcjntc`h jc kha!

vcrcknûe ~ jc ̀ mpmkknûe ̀ m o}mec{ vrãkpnkc{%

Vcrc mjjh {m rmcjntû }ec {hjnknp}` `m acpmrncjm{ gmemrc`h{ c jc{ mepn`c`m{ vcrpnknvcepm{* hopmenme!

`h `hk}amepcknûe `m 3? hrgcentcknhem{ s}m eh{ meyncrhe acvc{ `m vrhkm{h{* kbc{ `m vrhkm!

{h{* vrhkm`nanmeph{ ~ hprc{ bmrrcanmepc{ ̀ m gm{pnûe%

Khe m{pc nehracknûe* mj gr}vh `m prcocdh bnth* am`ncepm pîkenkc `m gr}vh{ hkcjm{* }ec vrnamrc

vrhv}m{pc ̀ m acvc ̀ m vrhkm{h{ gmemrcj s}m }m ̀ mocpn`h ~ rmphkc`h khe }e phpcj ̀ m ;9 vrhkm{h{%

Vhr hprh jc`h* {m cecjntcrhe mjmameph{ ̀ m jc Ehrac N[H >663* ̀ mj Ah`mjh MISA ̀ m Mkmjmeknc* ̀ m

jc Ehrac HEG khe Kcjn`c` ~ `mj _mmrmekncj `m kmeprh{ `m `ác S}cjnkmrp s}m v}`nmrce gmemrcr }e

navckph a}~ vh{npnyh me jc amdhrc `m jc gm{pnûe nepmrec `m jc{ mepn`c`m{ `m `rhgh`mvme`meknc{%

Khe m{pc nehracknûe {m gmemrû }ec bmrrcanmepc ̀ m ceãjn{n{ ~ vrnhrntcknûe%

Mj gr}vh `m prcocdh {m `nyn`nû me ; ms}nvh{ `m ; vmr{hec{ kc`c }eh* `ûe`m {m c{ngecrhe jh{ rhjm{4mj khhr`nec`hr* mj rmgn{prc`hr ~ mj gm{phr ̀ m cvrme`ntcdm%




K c v á p } j h 0

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`h me pnmavh ~ hrac% Mj rmgn{prc`hr noc phace`h ehpc{ ~ cv}epce`h ̀ nk}jpc`m{ ~ rmkhame`cknh!

em{% Mj gm{phr `m cvrme`ntcdm cecjntcoc jc amph`hjhgác mavjmc`c vhr {} ms}nvh ~ jc mvheác vcrc

cvhrpcr amdhrc{ c jh{ hprh{ gr}vh{%

Mj prcocdh prc{ jc vrnamrc {m{nûe* khe{n{pác me s}m kc`c vmr{hec pmeác s}m k}avjnamepcr ne`nyn`}cj!

amepm jc bmrrcanmepc `m ceãjn{n{ ~ vrnhrntcknûe s}m kr}tcoc jh{ vrhkm{h{ krápnkh{ `mpmkpc`h{* s}m

prc{ jc vrnamrc {m{nûe }mrhe ;9* khe jh{ mjmameph{ ̀ m jc{ ehrac{ ~ ah`mjh{ vrnhrntc`c{ khe mj e

`m m{p}`ncr mj navckph s}m m{ph{ pmeáce me4

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  jc {cpn{ckknûe ̀ m jh{ }{}crnh{

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ms}nvh{ s}m `mpmraneû jh s}m jjcacah{ Ickphrm{ Krápnkh{ `m Înph ~ s}m vc{crhe c {mr jh{ vrhkm!

{h{ {horm jh{ s}m prcocdcah{ me vrh}e`n`c`%

C khepne}cknûe {m mvhem ph`h mj acpmrncj }pnjntc`h me jc vrnamrc {m{nûe `m prcocdh* bmrrcanmepc{

~ rm{}jpc`h{%



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m a v j m c ` h { * ~ j c

k r m c p n y n ` c ` m n e e h y c k n û e < v h r m d m a v j h * k c a o n c e ` h j c m { p r } k p } r c ` m j c

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Meprc`c4

Mek}m{pc `m {cpn{ckknûe `m kc`c }eh `m jh{ kjnmepm{ `m jc Hrgcentcknûe%

Nekj}~m4

Mek}m{pc{ me jh{ {ng}nmepm{ ãaonph{4

  Vmr{hec{ ]{}crnc{* khe {mgamepcknûe me }eknûe `m jh{ {mrynknh{% [m vc{c c ph`c{ jc{ vmr{hec{ }{}crnc{* mkmvphme mj {mrynknh `m hrnmepcknûe s}m {m }pnjntc }e a}m{prmh khe ph`c{ jc{ vmr{hec{ s}m }pnjntce m{m {mrynknh `}rcepm mjam{ `m Ehynmaorm "?6624 37; vmr{hec{ {mrynknh `m hrnmepcknûe.%

  Mavrm{c{* {m vc{c c ph`c{ jc{ Mavrm{c{ s}m bce gm{pnhec`h hmrpc{ `m prcocdh me mj mdmrknknh cepmrnhr khe mj{mrynknh `m GCM "gm{pnûe ckpnyc `m mavjmh.% Jc mek}m{pc khe{pc `m ; ojhs}m{* jh{ vrm{mepc`h{ me jh{ grãkh{* ~khepnmem ?3 ápma{%

  C~}epcanmeph{* khe {mgamepcknûe pcaonîe me }eknûe `m jh{ {mrynknh{% [m vc{c c jh{ C~}epcanmeph{ me jh{ s}mm{pcah{ nepmrynenme`h% Pcaonme {m rmcjntce mek}m{pc{ c Mavrm{c{ me jc{ s}m rmcjntce vrãkpnkc{ mj cj}aec`h `mhracknûe hk}vcknhecj* c jh{ kjnmepm{ `m jc{ mavrm{c{ `m ne{mrkknûe* ~ c {} vmr{hecj%

  C`maã{ {m `n{vhem `m }e hracph `mj {n{pmac `m s}mdc{ ~ rmkjcacknhem{ c `n{vh{nknûe `m jc{ vmr{hec{ }{}crnc{me ph`c{ jc{ `mvme`meknc{ `m jc mepn`c` vcrc rmkhgmr {}{ s}mdc{ ~(h {}gmrmeknc{ navjcepc`h {n{pmaãpnkcamepm`m{`m mj cóh ?667 rmgn{prh {n{pmac `m s}mdc{ ~ rmkjcacknhem{% Ph`h mjjh rmkhgn`h me mj Vrhphkhjh `m s}mdc{ ~rmkjcacknhem{ `m kjnmepm{ mpmreh{%




INKBC @M V_HKM[H4 Mycj}cknûe [cpn{ckknûe ]{}crnh{

[cjn`c4

Nehram khe rm{}jpc`h{ `mj ceãjn{n{ `m jc{ mek}m{pc{%

Ne`nkc`hrm{ ̀ m Am`nknhe4

  S}m mj N[G "ne`nkm `m {cpn{ckknûe vmr{hecj. `m jc{ vmr{hec{ }{}crnc{ {mc 512%   S}m mj N[G `m jc{ Ne{pnp}knhem{ c jc{ s}m vrm{pcah{ {mrynknh{ {mc 512%   S}m cj 366- `m jh{ kjnmepm{ mpmreh{ khe jh{ s}m prcocdcah{ jm{ vc{mah{ mek}m{pc{ `m {cpn{ckknûe%   S}m mj 366- `m jc{ s}mdc{ ~ rmkjcacknhem{ `m kjnmepm{ mpmreh{* {mce khepm{pc`c{%

Khamepcrnh{4




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c ` m V r h k m { h {

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ceãjn{n{

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v}m{pc me acrkbc

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amdhrc{

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khepm{pcknûe

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BM__CANMEPC[ @M V_HKM[H4 Mycj}cknûe [cpn{ckknûe ]{}crnh{

K}m{pnhecrnh vcrc khehkmr mj grc`h `m {cpn{ckknûe `m jh{(c{ }{}crnh{(c{

P} cvhrpcknûe cj rmjjmecr m{pc mek}m{pc eh{ vmranpnrã amdhrcr mj {mrynknh s}m hrmkmah{% [mócjc me kc`c cvcrpc`h bcknme`h }ec kr}t memj eôamrh s}m khe{n`mrc{ hvhrp}eh%

CPMEKNÛE ! H_NMEPCKNÛE4

AM[4 CÓH4

M{kcjc `m ycjhrm{ `m 3 c 36 `he`m4 3"ec`c {cpn{mkbh. ~ 36 "phpcjamepm {cpn{mkbh.Ycjhrc c khepne}cknûe p} grc`h `m {cpn{ckknûe rm{vmkph c4

Vrhgrcacknhe( ̀ }rcknûe ̀ mj {mrynknhMj grc`h ̀ m {cpn{ckknûe khe4

Ec`c[cpn{mkbh(c

Vhkh[cpn{mkbh(c

Vh{nknûeNepmram`nc

Oc{pcepm[cpn{mkbh(c

Phpcjamepm[cpn{mkbh(c

3 ? ; 0 = 9 7 2 > 36

Mj pnmavh s}m bc `}rc`h jc hrnmepcknûe

Mj bhrcrnh ̀ m cpmeknûe cj vôojnkh

Pnmavh `m m{vmrc vcrc jc{ knpc{

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3 ? ; 0 = 9 7 2 > 36

Bmrrcanmepc{ nehraãpnkc{ `m jc{ s}m `n{vh!em{ jc(mj vrhm{nhecj vcrc ̀ m{crrhjjcr {} prcocdh

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Ec`c[cpn{mkbh(c

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3 ? ; 0 = 9 7 2 > 36

Mj prcph rmknon`h vhr jc(mj vrhm{nhecj

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Ckjcrcknûe ̀ m ̀ }`c{ vjcepmc`c{

Mj k}avjnanmeph `m p}{ mvmkpcpnyc{ khe mjvrhkm{h ̀ m hrnmepcknûe

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Ne{pcjcknhem{Mj grc`h ̀ m {cpn{ckknûe khe4

Ec`c[cpn{mkbh(c

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3 ? ; 0 = 9 7 2 > 36

Hknec

@m{vckbh

]onkcknûe `m jc hknec `m JC MEPN@C@

[}gmrmeknc{4

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3 ? ; 0 = 9 7 2 > 36

Ycjhrcknûe gmemrcj

[}gmrmeknc{4

Vcrc ecjntcr* c`maã{ `m jh rm{vhe`n`h* {n `m{mc{ cóc`nr cjgh aã{* bctjh c khepne}cknûe4




K c v á p } j h = V r h v } m { p

c ` m V r h k m { h {

INKBC @M V_HKM[H4 N`mepnkcknûe ~ Ceãjn{n{ `m Hvhrp}en`c`m{

JHGH CS]Á

Vrhkm{h4

N`mepnkcknûe ~ Ceãjn{n{ `mHvhrp}en`c`m{

Kû`ngh4

Imkbc4

M`nknûe4






Hodmpnyh4

Kcvpcr he`h{ vcrc ecekncr jc{ emkm{n`c`m{ `m rmk}r{h{ `m jc hrgcentcknûe vcrc mj k}avjnanmeph `m jc an{nûe%

Meprc`c4

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Nekj}~m4

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ecekncr jc{ m{pr}kp}rc{ `m jc hrgcentcknûe%  Nehracr vcrc jc phac `m `mkn{nhem{ c khhr`nec`hrc{ `m `mvcrpcameph ~ khhr`nec`hrc{ `m vrh~mkph%  Khepckpcr khe mj eceknc`hr vcrc pm{pcr {}{ emkm{n`c`m{%

  C`mk}cr jc hra}jcknûe `mj vrh~mkph c jh{ rms}n{nph{ `m jc kheyhkcphrnc* c`cvpcrjc me {} kc{h* vrm{mepcr mj vrh~mkph%   Nehracr{m {horm jc rm{hj}knûe ̀ m jc kheyhkcphrnc%




INKBC @M V_HKM[H4 N`mepnkcknûe ~ Ceãjn{n{ `m Hvhrp}en`c`m{

[cjn`c4

_m{hj}knûe `m jc kheyhkcphrnc% Khekm{nûe h `memgcknûe `m jc an{ac%


  Kheyhkcphrnc{ n`mepnkc`c{%   Kheyhkcphrnc{ khekm`n`c{%

Khamepcrnh{4




K c v á p } j h = V r h v } m { p

c ` m V r h k m { h {

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vrh~mkph{ {mgôekheyhkcphrnc

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Kcvpcknûe `mhe`h{ vrnyc`h{

Nenknh

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K M [ H 4 N ` m e p n i k c k n û e ~ C e ã j n { n { ` m H v h r p } e n ` c ` m {

B m r r c a n m e

p c ` m K h e p r h j v c r c j c G m { p n û e ~ M d m k } k n û e

I H _ A C P H [ 4

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m { p c p c j m {

K Û @ N G H 4

I M K B C 4

_ M Y N [ N Û E 4

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INKBC @M V_HKM[H4 Vjcenkcknûe `mj [mrynknh

JHGH CS]Á Vrhkm{h4Vjcenkcknûe ̀ mj [mrynknh

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Imkbc4

M`nknûe4






Hodmpnyh4

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Meprc`c4

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cgmepm{ kha}enpcrnh{ navjnkc`h{.%   Vrmyn{nûe ̀ m jc{ nercm{pr}kp}rc{ emkm{crnc{ m neymepcrnh "jhkcj* acpmrncjm{ ~ rmk}r{h{* ̀ n{prno}knûe nepmrec ̀ m jh{

m{vcknh{ á{nkh{ ̀ mj {mrynknh.%   C{ngecknûe `m jh{ rmk}r{h{ mkheûankh{ emkm{crnh{ ~ `n{móh `m bmrrcanmepc{ `m kheprhj `m jc{ vcrpn`c{

vrm{}v}m{pcrnc{ vrmyn{pc{%   C{ngecknûe `m rmk}r{h{ b}aceh{ me oc{m c jc `menknûe `m vmrjm{* v}m{ph{ ~ khavmpmeknc{ ~ `menknûe `m

}eknhem{ ~ pcrmc{ ~ bhrcrnh{ ~ p}reh{ `mj {mrynknh%

 

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jc an{ac%




INKBC @M V_HKM[H4 Vjcenkcknûe `mj [mrynknh

[cjn`c4

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Khamepcrnh{4




K c v á p } j h = V r h v } m { p

c ` m V r h k m { h {

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kheprhj

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Nenknh




B M _ _ C A N M E P C [

@ M V _ H K M [ H 4 V j c e n i k c k n û e ` m j [ m r y n k n h

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p c ` m K h e p r h j v c r c j c G m { p n û e ~ M d m k } k n û e

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c ` m V r h k m { h {

INKBC @M V_HKM[H4 Mdmk}knûe `mj [mrynknh

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Kû`ngh4

Imkbc4

M`nknûe4






Hodmpnyh4

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Hodmpnyh{ m{vmkákh{4  Gcrcepntcr jc nepmrymeknûe%

  Amdhrcr jc nepmrymeknûe%   Mdmk}pcr khehram cj vrm{}v}m{ph ~ jc d}{pnkcknûe%   @mpmkpcr e}myc{ hvhrp}en`c`m{%

Meprc`c4

Mj vrhkm{h {m nenknc `m{`m s}m {m mjcohrc mj vrh~mkph% Jc khhr`necknûe gm{pnhec jh rmjcpnyh c jc nepmrymeknûe `m kc`cvrh~mkph c{á khah c{vmkph{ rmjcknhec`h{ khe jc{ ãrmc{ `mvcrpcamepcjm{%

Mj vrhkm{h jh nenknc jc mjcohrcknûe `m jc vrhv}m{pc%

Nekj}~m4

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INKBC @M V_HKM[H4 Mdmk}knûe `mj [mrynknh

[cjn`c4

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  Grc`h ̀ m {cpn{ckknûe }{}crnh{ ~ }{}crnc{%   Grc`h ̀ m {cpn{ckknûe eceknc`hrm{%   Grc`h {cpn{ckknûe prcocdc`hrm{ ~ prcocdc`hrc{%   - hodmpnyh{ hvmrcpnyh{ k}avjn`h{%   - `m negrm{h{ {horm gc{ph{%

Khamepcrnh{4

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  Ms}nvh `mj vrh~mkph4 jc{ vmr{hec{ `mj ms}nvh {he rm{vhe{cojm{ `m jc khrrmkpc nepmrymeknûe ~ `m k}cjs}nmrk}m{pnûe s}m vhr `mjmgcknûe cmkpcrc c jc vjcenkcknûe m{prcpîgnkc%

  Khanpî `m @nrmkknûe ~ rm{vhe{cojm{ `m ãrmc4 rm{vhe{cojm `m jc khrrmkpc mdmk}knûe khe rm{vmkph c jh vjcenkc`h ~ckhr`c`h khe jh{ eceknc`hrm{%

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  Bmrrcanmepc{ `m kha}enkcknûe%



Omekbacrlneg me kcjn`c`4 m{p}`nh khavcrcpnyh ~ ̀ mpmkknûe`m o}mec{ vrãkpnkc{ me mepn`c`m{ ̀ m ]EC@>6

K c v á p } j h = V r h v } m { p

c ` m V r h k m { h {

Mjcohrcknûe`m Vrh~mkph

Nenknh

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Benchmarking en Calidad. Estudio comparativo y detección de buenas prácticas en entidades de UNAD

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Transcript of Benchmarking en Calidad. Estudio comparativo y detección de buenas prácticas en entidades de UNAD