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HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf

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‫ﺍﻝﺴﻌﻭﺩﻴﺔ‬ ‫ﺍﻝﻌﺭﺒﻴﺔ‬ ‫ﺍﻝﻤﻤﻠﻜﺔ‬ ‫ﺍﻝﻌﺎﻝﻲ‬ ‫ﺍﻝﺘﻌﻠﻴﻡ‬ ‫ﻭﺯﺍﺭﺓ‬ ‫ﺍﻝﻌﺯﻴـﺯ‬ ‫ﻋﺒﺩ‬ ‫ﺍﻝﻤﻠﻙ‬ ‫ﺠﺎﻤﻌﺔ‬ ‫ﻜﻠﻴــﺔ‬ ‫ﺍﻻﻗﺘﺼﺎﺩ‬ ‫ﻭﺍﻹﺩﺍﺭﺓ‬ ‫ودא‬ ‫א‬ ‫دאא‬ ‫ﺇﻋـــﺩﺍﺩ‬ ‫زندאא‬ ‫دאز‬ ١٤٢٩ ‫ﻫـ‬ ‫ا‬ ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٢ - ‫אد‬ ‫ﺘﻌ‬ ‫ﺒﻁﺭﻴﻘـﺔ‬ ‫ﻭﺇﺩﺍﺭﺘﻬﺎ‬ ‫ﺍﻷﻋﻤﺎل‬ ‫ﺃﺩﺍﺀ‬ ‫ﻓﻲ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺠﺩﻴﺩ‬ ‫ﹰ‬‫ﺎ‬‫ﺃﺴﻠﻭﺒ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺘﺒﺭ‬ ‫ﺍﻝﺘﻘﻠﻴﺩﻴﺔ‬ ‫ﺍﻹﺩﺍﺭﻴﺔ‬ ‫ﺍﻷﺴﺎﻝﻴﺏ‬ ‫ﺠﻤﻴﻊ‬ ‫ﻴﻔﻭﻕ‬ ‫ﺠﺩﻴﺩ‬ ‫ﻭﻓﻬﻡ‬ ‫ﺤﺩﻴﺜﺔ‬ . ‫ﻋﻠـﻰ‬ ‫ﻓﻴﻪ‬ ‫ﺍﻝﺘﺭﻜﻴﺯ‬ ‫ﻭﻴﻜﻭﻥ‬ ‫ﺍﻝﻤﻨﻅﻤـﺔ‬ ‫ﺨﺎﺭﺝ‬ ‫ﺃﻭ‬ ‫ﺩﺍﺨل‬ ‫ﺍﻝﻤﺴﺘﻔﻴﺩ‬ ‫ﻫﺫﺍ‬ ‫ﻜﺎﻥ‬ ‫ﺴﻭﺍﺀ‬ ‫ﺍﻝﻤﺴﺘﻔﻴﺩﻴﻥ‬ ‫ﻭﺘﻭﻗﻌﺎﺕ‬ ‫ﻤﺘﻁﻠﺒﺎﺕ‬ ‫ﺘﻠﺒﻴﺔ‬ ‫ﺃﻭ‬ ‫ﺍﻝﻤﻨﺸﺄﺓ‬ . ‫ﻤﺘﻁﻠ‬ ‫ﻤﻌﺭﻓﺔ‬ ‫ﺨﻼل‬ ‫ﻭﻤﻥ‬ ‫ﺒﺄﺩﺍﺌﻬـﺎ‬ ‫ﻭﺍﻝﻘﻴﺎﻡ‬ ‫ﺘﻠﺒﻴﺘﻬﺎ‬ ‫ﺜﻡ‬ ‫ﻭﻤﻥ‬ ‫ﻭﺍﺤﺘﻴﺎﺠﺎﺘﻬﻡ‬ ‫ﺒﺎﺘﻬﻡ‬ ‫ﻝﺘﺼـل‬ ‫ﻝﻬﺎ‬ ‫ﺍﻝﻤﺴﺘﻤﺭﻴﻥ‬ ‫ﻭﺍﻝﺘﻁﻭﻴﺭ‬ ‫ﺍﻝﺘﺤﺴﻴﻥ‬ ‫ﺨﻼل‬ ‫ﻤﻥ‬ ‫ﻭﺍﻝﻤﻁﻠﻭﺏ‬ ‫ﺍﻝﺼﺤﻴﺢ‬ ‫ﺍﻝﻭﺠﻪ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﻤﻨﺸﻭﺩ‬ ‫ﺍﻹﺘﻘﺎﻥ‬ ‫ﻭﻫﻭ‬ ‫ﺍﻷﺩﺍﺀ‬ ‫ﻤﺴﺘﻭﻴﺎﺕ‬ ‫ﺃﻋﻠﻰ‬ ‫ﺇﻝﻰ‬ . ‫ﻤـﻥ‬ ‫ﻏﻴﺭﻫﻡ‬ ‫ﺩﻭﻥ‬ ‫ﻓﻘﻁ‬ ‫ﺒﺎﻝﻤﺩﻴﺭﻴﻥ‬ ‫ﺨﺎﺼﺔ‬ ‫ﺍﻝﻌﻤﻠﻴﺔ‬ ‫ﻫﺫﻩ‬ ‫ﺃﻥ‬ ‫ﺘﻌﻨﻲ‬ ‫ﻻ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻭﻜﻠﻤﺔ‬ ‫ﺃﻥ‬ ‫ﺘﻌﻨﻲ‬ ‫ﺃﻨﻬﺎ‬ ‫ﺒل‬ ‫ﺍﻝﻤﻭﻅﻔﻴﻥ‬ ‫ﻴﻌﺘﺒﺭ‬ ‫ﺸﺨﺹ‬ ‫ﻜل‬ ‫ﻝﻌﻤﻠﻪ‬ ‫ﹰ‬ ‫ﺍ‬‫ﻤﺩﻴﺭ‬ ‫ﻭﻤﺴﺌﻭﻻ‬ ‫ﻓﻴـﻪ‬ ‫ﺍﻝﺘﻔﻜﻴﺭ‬ ‫ﻋﻥ‬ ‫ﺫﻝﻙ‬ ‫ﻭﺘﻔﺎﺼﻴل‬ ‫ﺩﻗﺎﺌﻕ‬ ‫ﻤﻌﺭﻓﺔ‬ ‫ﺨﻼل‬ ‫ﻤﻥ‬ ‫ﻭﺇﺘﻘﺎﻨﻪ‬ ‫ﻭﺘﺤﺴﻴﻨﻪ‬ ‫ﻭﺘﻁﻭﻴﺭﻩ‬ ‫ﺍﻝﻌﻤل‬ . ‫ﺃﻥ‬ ‫ﺒـﺩ‬ ‫ﻭﻻ‬ ‫ﻝﺠﻤﻴـﻊ‬ ‫ﻭﺸﻤﻭﻝﻴﺘﻬﺎ‬ ‫ﻝﻌﻤﻭﻤﻴﺘﻬﺎ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺴﻤﻴﺕ‬ ‫ﻝﺫﻝﻙ‬ ‫ﺍﻝﻤﻨﺴﻭﺒﻴﻥ‬ ‫ﺠﻤﻴﻊ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻫﺫﻩ‬ ‫ﺘﺸﻤل‬ ‫ﻤﻥ‬ ‫ﺍﺒﺘﺩﺍﺀ‬ ‫ﺍﺴﺘﺜﻨﺎﺀ‬ ‫ﺒﻼ‬ ‫ﺍﻝﻤﻭﻅﻔﻴﻥ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻤﺴﺘﻭﻴﺎﺕ‬ ‫ﻭﺠﻤﻴﻊ‬ ‫ﺍﻷﻗﺴﺎﻡ‬ ‫ﻭﺍﻨﺘﻬـﺎﺀ‬ ‫ﺍﻝﻌﺎﻡ‬ ‫ﺍﻝﺭﺌﻴﺱ‬ ‫ﺒﻌﺎﻤل‬ ‫ﺍﻝﻨﻅﺎﻓﺔ‬ . ‫ﺃﻗﺼـﻰ‬ ‫ﻭﻤﻥ‬ ‫ﺃﺴﻔﻠﻪ‬ ‫ﺇﻝﻰ‬ ‫ﺍﻝﻬﺭﻡ‬ ‫ﺃﻋﻠﻰ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻤﻭﻅﻔﻴﻥ‬ ‫ﻝﻜل‬ ‫ﻋﺎﻤﺔ‬ ‫ﻭﺘﻜﻭﻥ‬ ‫ﺠﺎﻨﺒﻪ‬ ‫ﺇﻝﻰ‬ ‫ﺍﻝﻬﻴﻜل‬ ‫ﺍﻵﺨﺭ‬ . ‫ﻤﺎﺴـﺔ‬ ‫ﺤﺎﺠـﺔ‬ ‫ﻓـﻲ‬ ‫ﻓﺈﻨﻬـﺎ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻭﺍﺠﻪ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺸﺩﻴﺩﺓ‬ ‫ﻝﻠﻤﻨﺎﻓﺴﺔ‬ ‫ﹰ‬ ‫ﺍ‬‫ﻭﻨﻅﺭ‬ ‫ﻭﻀﺭﻭﺭﻴﺔ‬ ‫ﻹﺘﺒﺎﻉ‬ ‫ﺠﻴـ‬ ‫ﻁﺒﻴﺔ‬ ‫ﺨﺩﻤﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻫﺫﻩ‬ ‫ﺘﻘﺩﻡ‬ ‫ﺤﺘﻰ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺩﺓ‬ ‫ﻨﻔﺱ‬ ‫ﻓﻲ‬ ‫ﻤﻘﺒﻭل‬ ‫ﻭﺒﺴﻌﺭ‬ ‫ﺍﻝﻭﻗﺕ‬ . ‫ﺍﻝﺒﺤﺙ‬ ‫ﻫﺫﺍ‬ ‫ﻓﻲ‬ ‫ﻨﺘﻨﺎﻭل‬ ‫ﻭﺴﻭﻑ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٣ - ‫ﻭﺃﻫـﺩﺍﻑ‬ ‫ﻭﺃﻫﻤﻴﺔ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﻤﺸﻜﻠﺔ‬ ‫ﻨﺘﻨﺎﻭل‬ ‫ﺤﻴﺙ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﻤﻨﻬﺠﻴﺔ‬ ‫ﺍﻝﺘﻤﻬﻴﺩﻱ‬ ‫ﺍﻝﻔﺼل‬ ‫ﺍﻝﺒﻴﺎﻨـﺎﺕ‬ ‫ﺠﻤﻴـﻊ‬ ‫ﻭﺃﺩﺍﺓ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﻭﻤﻨﻬﺞ‬ ‫ﻭﺤﺩﻭﺩ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﻭﻋﻴﻨﺔ‬ ‫ﻭﻤﺠﺘﻤﻊ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﻭﻓﺭﻭﺽ‬ ‫ﻭﺍﻷﺴﻠﻭﺏ‬ ‫ﺍﻹﺤﺼﺎﺌﻲ‬ ‫ﺍﻝﻤﺴﺘﺨﺩ‬ ‫ﻓﻲ‬ ‫ﻡ‬ ‫ﺍﻝﺒﺤﺙ‬ . ‫ﺍﻝﻔﺼل‬ ‫ﻭﻓﻲ‬ ‫ﺍﻷﻭل‬ : ‫ﻭﻤﺩﻯ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﺃﺴﺎﻝﻴﺏ‬ ‫ﻭﺨﺼﺎﺌﺹ‬ ‫ﻤﺎﻫﻴﺔ‬ ،‫ﺃﺜﺭﻫـﺎ‬ ‫ﺤﻴـﺙ‬ ‫ﻤﻔـﺎﻫﻴﻡ‬ ‫ﺘﻁﻭﺭ‬ ‫ﻭﻤﺭﺍﺤل‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﺘﻌﺭﻴﻑ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻭﺃﻨﻭﺍﻉ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﻫﻭ‬ ‫ﻤﺎ‬ ‫ﻨﺘﻨﺎﻭل‬ ‫ﻭﺃﺴﺎﻝﻴﺏ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﻤﺴﺅﻭﻝﻴﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﻤﺅﺜﺭﺓ‬ ‫ﻭﺍﻝﻌﻭﺍﻤل‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﺍﺴﺘﺭﺍﺘﻴﺠﻴﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻝﻠﺠ‬ ‫ﺍﻝﺘﺨﻁﻴﻁ‬ ‫ﻭﻓﻭﺍﺌﺩ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﻁﻭﻴﺭ‬ ‫ﻭﺍﻝﺘﺩﺭﻴﺏ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﻓﺭﻕ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﺭﺍﻗﺒﺔ‬ ‫ﻭﺇﺩﺍﺭﺓ‬ ‫ﻭﺩﺓ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ‫ﺍﻝﻔﺼل‬ ‫ﺃﻤﺎ‬ ‫ﺍﻝﺜﺎﻨﻲ‬ : ‫ﻭﻤﺭﺍﺤل‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻭﺃﻫﺩﺍﻑ‬ ‫ﺘﻌﺭﻴﻑ‬ ،‫ﺘﻁﺒﻴﻘﻬـﺎ‬ ‫ﺤﻴـﺙ‬ ‫ﻭﺃﻫﺩﺍﻓﻬﺎ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻭﺘﻌﺭﻴﻑ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﻌﺭﻴﻑ‬ ‫ﺍﻝﻔﺼل‬ ‫ﻫﺫﺍ‬ ‫ﻓﻲ‬ ‫ﻨﺘﻨﺎﻭل‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻭﺒﻴﻥ‬ ‫ﺒﻴﻨﻬﺎ‬ ‫ﻭﺍﻝﻔﺭﻕ‬ ‫ﺘﻁﺒﻴﻘﻬﺎ‬ ‫ﻭﻤﺒﺎﺩﺉ‬ ‫ﻭﺃﺴﺱ‬ ‫ﺍﻝﺘﻘﻠﻴ‬ ،‫ﺩﻴﺔ‬ ‫ﺘﻁﺒﻴﻕ‬ ‫ﻤﺘﻁﻠﺒﺎﺕ‬ ‫ﻨﺘﻨﺎﻭل‬ ‫ﺜﻡ‬ ‫ﺘﻁﺒﻴﻘﻬﺎ‬ ‫ﻭﻤﺭﺍﺤل‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ،‫ﻭﻤﻌﻭﻗﺎﺘﻬﺎ‬ ‫ﺍﻝﻜﻠﻴـﺔ‬ ‫ﺍﻝﺭﻗﺎﺒـﺔ‬ ‫ﺘﻜﻠﻔـﺔ‬ ‫ﻨﺘﻨﺎﻭل‬ ‫ﺜﻡ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻭﺘﻁﺒﻴﻘﺎﺕ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺴﻴﺎﺴﺔ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻔﺸل‬ ‫ﺘﺠﻨﺏ‬ ‫ﻭﻜﻴﻔﻴﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺭﻗﺎﺒﺔ‬ ‫ﻭﻤﺭﺍﺤل‬ ‫ﻝﻠﺠﻭﺩﺓ‬ ‫ﺒﺎﻝﻤﺅﺴﺴﺎﺕ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﻌﺭﺒﻴﺔ‬ . ‫ﺍﻝﻔﺼل‬ ‫ﺃﻤﺎ‬ ‫ﺍﻝﺭﺍﺒﻊ‬ : ‫ﻓ‬ ‫ﺍﻝﻤﻴﺩﺍﻨﻴﺔ‬ ‫ﺒﺎﻝﺩﺭﺍﺴﺔ‬ ‫ﺨﺎﺹ‬ ‫ﻭﻫﻭ‬ ‫ﺠﻤﻊ‬ ‫ﺃﺴﻠﻭﺏ‬ ‫ﻨﺘﻨﺎﻭل‬ ‫ﺴﻭﻑ‬ ‫ﻭﺍﻝﻨﺘﺎﺌﺞ‬ ‫ﺍﻝﻌﻴﻨﺎﺕ‬ ‫ﻭﺘﺤﻠﻴل‬ ‫ﺍﻝﺒﻴﺎﻨﺎﺕ‬ ‫ﻭﺍﻝﺘﻭﺼﻴﺎﺕ‬ . ‫ﻜﻤﺎ‬ ‫ﺍﻝﻤﻭﻀﻭﻉ‬ ‫ﻋﺭﺽ‬ ‫ﻓﻲ‬ ‫ﻭﻓﻘﺕ‬ ‫ﻗﺩ‬ ‫ﺃﻜﻭﻥ‬ ‫ﺃﻥ‬ ‫ﺍﻝﻘﺩﻴﺭ‬ ‫ﺍﻝﻌﻠﻲ‬ ‫ﺍﷲ‬ ‫ﻤﻥ‬ ‫ﺃﺭﺠﻭ‬ ‫ﻭﺍﻨﻲ‬ ‫ﺃﻥ‬ ‫ﻴﻨﺒﻐﻲ‬ ‫ﻴﻜﻭﻥ‬ . ‫ﻭﻝﻲ‬ ‫ﻭﺍﷲ‬ ‫ﺍﻝﺘﻭﻓﻴﻕ‬ . .
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٤ - ‫د‬ ‫א!لא‬ #$‫א‬ : ‫ﺍﻝﺨـﺎﺹ‬ ‫ﺍﻝﻘﻁـﺎﻉ‬ ‫ﺃﻭ‬ ‫ﺍﻝﻌﺎﻡ‬ ‫ﺍﻝﻘﻁﺎﻉ‬ ‫ﻓﻲ‬ ‫ﺴﻭﺍﺀ‬ ‫ﺍﻝﻤﻨﻅﻤﺎﺕ‬ ‫ﺘﻭﺍﺠﻪ‬ ‫ﻤـﻥ‬ ‫ﻤﻭﺠـﻪ‬ ‫ﺍﻝﻤﺴﺘﻔﻴﺩ‬ ‫ﺴﻠﻭﻙ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﻐﻴﺭ‬ ‫ﺍﻝﺘﺤﺩﻱ‬ ‫ﻫﺫﺍ‬ ‫ﺤﺩﺓ‬ ‫ﻤﻥ‬ ‫ﻭﻴﺯﻴﺩ‬ ‫ﺍﻝﺤﺎﺩﺓ‬ ‫ﺍﻝﻤﻨﺎﻓﺴﺔ‬ ‫ﺃﻫﻤﻬﺎ‬ ‫ﺍﻝﺘﺤﺩﻴﺎﺕ‬ ‫ﻋـﻥ‬ ‫ﺍﻝﻨﻅـﺭ‬ ‫ﺒﻐﺽ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺃﻭ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ ‫ﻻﺨﺘﻴﺎﺭ‬ ‫ﺃﺴﺎﺴﻲ‬ ‫ﻜﻤﻌﻴﺎﺭ‬ ‫ﻝﻠﺠﻭﺩﺓ‬ ‫ﻴﻨﻅﺭ‬ ‫ﺒﺩﺃ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺘﻠﻙ‬ ‫ﻤﺼﺩﺭ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ . ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻌﺩﻴﺩ‬ ‫ﻭﺘﻁﻭﻴﺭ‬ ‫ﺃﺘﺴﺎﻉ‬ ‫ﺒﻌﺩ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻭﺘﻭﺍﺠﻪ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺩﺍﺨل‬ ‫ﻓﻲ‬ ‫ﻗﻭﻴﺔ‬ ‫ﻤﻨﺎﻓﺴﺔ‬ ،‫ﺍﻝﺨﺎﺭﺝ‬ ‫ﻋﻠﻴﻬـﺎ‬ ‫ﻭﺍﻝﺘﻐﻠﺏ‬ ‫ﺍﻝﺘﺤﺩﻴﺎﺕ‬ ‫ﻫﺫﻩ‬ ‫ﻤﻭﺍﺠﻬﺔ‬ ‫ﻓﺈﻥ‬ ‫ﻝﺫﻝﻙ‬ ‫ﺍﻝﺒﻘﺎﺀ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻫﺫﻩ‬ ‫ﻝﺘﺘﻤﻜﻥ‬ ‫ﺍﻷﻫﻤﻴﺔ‬ ‫ﻏﺎﻴﺔ‬ ‫ﻓﻲ‬ ‫ﺃﻤﺭ‬ ‫ﻭﺍﻻﺴﺘﻤﺭﺍﺭ‬ . ‫ﻫـﺫﻩ‬ ‫ﻤﻭﺍﺠﻬـﺔ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻤﻜﻥ‬ ‫ﺇﺩﺍﺭﻴﺔ‬ ‫ﻭﺼﻔﺔ‬ ‫ﺘﻭﺠﺩ‬ ‫ﻻ‬ ‫ﺃﻨﻪ‬ ‫ﻤﻥ‬ ‫ﻓﺎﻝﺒﺭﻏﻡ‬ ‫ﺤﺩ‬ ‫ﺇﻝﻰ‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﻭﺍﻝﺘﻐﻠﺏ‬ ‫ﺍﻝﺘﺤﺩﻴﺎﺕ‬ ‫ﻜﺒﻴﺭ‬ . ‫ﺘﻁﺒﻴ‬ ‫ﻷﻥ‬ ‫ﻭﺫﻝﻙ‬ ‫ﻴﻤﻜـﻥ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻕ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍﻝﺘﻤﻴﺯ‬ . ‫ﺇﺩﺍﺭﺓ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﻀﻭﺀ‬ ‫ﺇﻝﻘﺎﺀ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﻤﺸﻜﻠﺔ‬ ‫ﺘﺘﻀﺢ‬ ‫ﻫﻨﺎ‬ ‫ﻭﻤﻥ‬ ‫ﻤـﺩﻯ‬ ‫ﻭﻤﻌﺭﻓـﺔ‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﻭﺍﻝﺘﻐﻠﺏ‬ ‫ﺘﻭﺍﺠﻬﻬﺎ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺘﺤﺩﻴﺎﺕ‬ ‫ﻤﻊ‬ ‫ﺍﻝﺘﻌﺎﻤل‬ ‫ﻤﻥ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍ‬ ‫ﻓـﻲ‬ ‫ﺘﻁﺒﻴﻘﻬـﺎ‬ ‫ﺒﻌﺩ‬ ‫ﻤﻨﻬﺎ‬ ‫ﻭﺍﻻﺴﺘﻔﺎﺩﺓ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺘﻁﺒﻴﻕ‬ ‫ﺠﺩﻭﻯ‬ ‫ﻝﻤﺴﺘﺸـﻔﻴﺎﺕ‬ ‫ﺒﻤﺩﻴﻨﺔ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺠﺩﺓ‬ . ‫ﺍﻝﻨﺤﻭ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﺃﺴﺌﻠﺔ‬ ‫ﺼﻴﺎﻏﺔ‬ ‫ﻭﻴﻤﻜﻥ‬ ‫ﺍﻝﺘﺎﻝﻲ‬ : ‫؟‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺠﺩﺓ‬ ‫ﻤﺩﻴﻨﺔ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻁﺒﻕ‬ ‫ﻫل‬ ‫ﻓـﻲ‬ ‫ﹰ‬ ‫ﺍ‬‫ﻭﺘﻤﻴـﺯ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺘﻁﻭﻴﺭ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﻁﺒﻴﻕ‬ ‫ﺒﻌﺩ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻠﻙ‬ ‫ﺤﻘﻘﺕ‬ ‫ﻭﻫل‬ ‫؟‬ ‫ﻤﻨﺎﺴﺏ‬ ‫ﺒﺸﻜل‬ ‫ﺃﻭ‬ ‫ﺒﺴﻌﺭ‬ ‫ﻝﻠﻤﺭﻀﻰ‬ ‫ﺍﻝﻤﻘﺩﻤﺔ‬ ‫ﺍﻝﻁﺒﻴﺔ‬ ‫ﺍﻝﺨﺩﻤﺔ‬
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٥ - ' #$‫א‬ : ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺩﺭﺍﺴﺔ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﺃﻫﻤﻴﺔ‬ ‫ﺘﺘﺒﻠﻭﺭ‬ ‫ﻓ‬ ‫ﺒﻨﺠﺎﺡ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺘﻁﺒﻴﻕ‬ ‫ﻤﺩﻯ‬ ‫ﻭﻤﻌﺭﻓﺔ‬ ‫ﺠﺩﺓ‬ ‫ﺒﻤﺩﻴﻨﺔ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻲ‬ ‫ﺍﻝﻤﺸﻜﻼﺕ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﺘﻐﻠﺏ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺍﺴﺘﺨﺩﺍﻡ‬ ‫ﻤﺩﻯ‬ ‫ﻋﻠﻰ‬ ‫ﻭﺍﻝﻭﻗﻭﻑ‬ ‫ﻝﺘﻘﺩﻴ‬ ‫ﺘﻭﺍﺠﻬﻬﺎ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻹﺩﺍﺭﻴﺔ‬ ‫ﺍﻝﻤﺴﺘﺸـﻔﻴﺎﺕ‬ ‫ﺒﻪ‬ ‫ﺘﻭﺍﺠﻪ‬ ‫ﻤﻨﺎﻓﺱ‬ ‫ﺒﺴﻌﺭ‬ ‫ﻤﺘﻤﻴﺯﺓ‬ ‫ﻁﺒﻴﺔ‬ ‫ﺨﺩﻤﺔ‬ ‫ﻡ‬ ‫ﺨﺎﺭﺝ‬ ‫ﻓﻲ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺴﻌﻭﺩﻴﺔ‬ ‫ﺍﻝﻌﺭﺒﻴﺔ‬ ‫ﺍﻝﻤﻤﻠﻜﺔ‬ ‫ﺒﺩﺍﺨل‬ ‫ﺴﻭﺍﺀ‬ ‫ﺍﻝﻤﻨﺎﻓﺴﺔ‬ ‫ﺍﻝﻤﻤﻠﻜﺔ‬ . (‫'دא‬ #$‫א‬ : ‫ﺍﻷﻫﺩﺍﻑ‬ ‫ﺘﺤﻘﻴﻕ‬ ‫ﺇﻝﻰ‬ ‫ﺍﻝﺩﺭﺍﺴﺔ‬ ‫ﻫﺫﻩ‬ ‫ﺘﻬﺩﻑ‬ ‫ﺍﻝﺘﺎﻝﻴﺔ‬ : ١ - ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﻬﻭﻡ‬ ‫ﻤﻌﺭﻓﺔ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ٢ - ‫ﻓﻲ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺘﻁﺒﻴﻕ‬ ‫ﻭﻤﻤﻴﺯﺍﺕ‬ ‫ﻓﻭﺍﺌﺩ‬ ‫ﺩﺭﺍﺴﺔ‬ ‫ﺍﻝﺨﺎﺼـﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺒﻤﺩﻴﻨﺔ‬ ‫ﺠﺩﺓ‬ . ٣ - ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﺤﺴﻴﻥ‬ ‫ﺃﺴﺎﻝﻴﺏ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﻭﻗﻭﻑ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ٤ - ‫ﺘﻁﺒﻴﻕ‬ ‫ﻋﻨﺩ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻭﺍﺠﻪ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺼﻌﻭﺒﺎﺕ‬ ‫ﺩﺭﺍﺴﺔ‬ ‫ﺍﻝﺠـﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ٥ - ‫ﻓﻲ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻝﺒﺭﻨﺎﻤﺞ‬ ‫ﺨﻁﺔ‬ ‫ﺇﻋﺩﺍﺩ‬ ‫ﻜﻴﻔﻴﺔ‬ ‫ﺩﺭﺍﺴﺔ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ . ٦ - ‫ﺍ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺒﻴﻥ‬ ‫ﺍﻝﻔﺭﻕ‬ ‫ﻤﻌﺭﻓﺔ‬ ‫ﻭﺍﻹﺩﺍﺭﺓ‬ ‫ﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺘﻘﻠﻴﺩﻴﺔ‬ . ٧ - ‫ﺒﻤﺩﻴﻨﺔ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﺘﺒﻊ‬ ‫ﺍﻹﺩﺍﺭﻱ‬ ‫ﺍﻷﺴﻠﻭﺏ‬ ‫ﺩﺍﺭﺴﺔ‬ ‫ﺠﺩﺓ‬ . ٨ - ‫ﺍﻝﺘـﻲ‬ ‫ﻝﻸﺴﺎﻝﻴﺏ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺒﺎﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍﻝﻌﻠﻴﺎ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﺘﺒﻨﻲ‬ ‫ﻤﺩﻯ‬ ‫ﻤﻌﺭﻓﺔ‬ ‫ﺘﺭﻓـﻊ‬ ‫ﺠﻭﺩﺓ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﻭﺍﻷﺩﺍﺀ‬ .
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٦ - ‫وض‬ #$‫א‬ : ١ - ‫ﺍﻝﻘﻴـﺎﺩﺓ‬ ‫ﻭﻨﻤـﻁ‬ ‫ﺍﻹﺩﺍﺭﻴـﺔ‬ ‫ﺍﻝﺴﻴﺎﺴـﺎﺕ‬ ‫ﺒـﻴﻥ‬ ‫ﺠﻭﻫﺭﻴﺔ‬ ‫ﻋﻼﻗﺔ‬ ‫ﻫﻨﺎﻙ‬ ‫ﻭﺍﻝ‬ ‫ﺘﻭﺠـﻪ‬ ‫ﺍﻻﺴﺘﺭﺍﺘﻴﺠﻲ‬ ‫ﻝﻠﺠﻭﺩﺓ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ٢ - ‫ﺒﺘﺸـﺠﻴﻊ‬ ‫ﺍﻝﺨﺎﺼـﺔ‬ ‫ﺍﻹﺩﺍﺭﻴـﺔ‬ ‫ﺍﻝﺴﻴﺎﺴﺎﺕ‬ ‫ﺒﻴﻥ‬ ‫ﺠﻭﻫﺭﻴﺔ‬ ‫ﻋﻼﻗﺔ‬ ‫ﻫﻨﺎﻙ‬ ‫ﺍﻝﺘﺠﺩﻴـﺩ‬ ‫ﻭﺍﻻﺒﺘﻜﺎﺭ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﻬﻭﻡ‬ ‫ﻭﺘﻁﺒﻴﻕ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ٣ - ‫ﺒﺎﻝﺘﻘـﺩﻴﺭ‬ ‫ﺍﻝﺨﺎﺼـﺔ‬ ‫ﻭﺍﻝﻠﻭﺍﺌﺢ‬ ‫ﺍﻝﺴﻴﺎﺴﺎﺕ‬ ‫ﺒﻴﻥ‬ ‫ﺠﻭﻫﺭﻴﺔ‬ ‫ﻋﻼﻗﺔ‬ ‫ﻫﻨﺎﻙ‬ ‫ﻭﺍﻝﻤﻜﺎﻓـﺂﺕ‬ ‫ﻭﺍﻝﺘﺭﻗﻴﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﻬﻭﻡ‬ ‫ﻭﺘﻁﺒﻴﻕ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ٤ - ‫ﻋﻼﻗ‬ ‫ﻫﻨﺎﻙ‬ ‫ﺍﻝﺘﺩﺭﻴﺏ‬ ‫ﺒﻨﻅﻡ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﻭﺍﻝﻤﻤﺎﺭﺴﺎﺕ‬ ‫ﺍﻝﺴﻴﺎﺴﺎﺕ‬ ‫ﺒﻴﻥ‬ ‫ﺔ‬ ‫ﻤﻔﻬﻭﻡ‬ ‫ﻭﺘﻁﺒﻴﻕ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ٥ - ‫ﺍﻝﺨﺎﺼـﺔ‬ ‫ﻭﺍﻝﻤﻤﺎﺭﺴـﺎﺕ‬ ‫ﺍﻝﺴﻴﺎﺴـﺎﺕ‬ ‫ﺒﻴﻥ‬ ‫ﺠﻭﻫﺭﻴﺔ‬ ‫ﻋﻼﻗﺔ‬ ‫ﻫﻨﺎﻙ‬ ‫ﺒﺎﻻﺘﺼـﺎﻻﺕ‬ ‫ﺍﻹﺩﺍﺭﻴﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﻬﻭﻡ‬ ‫ﻭﺘﻁﺒﻴﻕ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . * ‫و‬+ #$‫א‬ : ‫ﺍﻝﺒﺤﺙ‬ ‫ﻤﺠﺘﻤﻊ‬ ‫ﺍﻝﻤﺴﺌﻭﻝﻭﻥ‬ ‫ﺒﻤﺩﻴﻨﺔ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺒﺎﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ،‫ﺠﺩﺓ‬ ‫ﻜﺎ‬ ‫ﻭﻝﻤﺎ‬ ‫ﻥ‬ ‫ﻤﺠﺘﻤﻊ‬ ‫ﻀﻴﻕ‬ ‫ﺇﻝﻰ‬ ‫ﺒﺎﻹﻀﺎﻓﺔ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺠﺩ‬ ‫ﻜﺒﻴﺭ‬ ‫ﺍﻝﺒﺤﺙ‬ ،‫ﺍﻝﻭﻗﺕ‬ ‫ﻝﺫﻝﻙ‬ ‫ﺍﻝﺒﺎﺤﺙ‬ ‫ﺍﺨﺘﺎﺭ‬ ‫ﺤﻴﺙ‬ ‫ﻋﺸﻭﺍﺌﻴﺔ‬ ‫ﻋﻴﻨﺔ‬ ‫ﻋﺸﺭﺓ‬ ‫ﺍﺨﺘﻴﺎﺭ‬ ‫ﺴﻴﺘﻡ‬ ‫ﻤﺴﺌﻭﻝﻴﻥ‬ ‫ﺒﻁﺭﻴﻘـﺔ‬ ‫ﺠـﺩﺓ‬ ‫ﺒﻤﺩﻴﻨـﺔ‬ ‫ﺨﺎﺼـﺔ‬ ‫ﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻋﺸﺭﺓ‬ ‫ﻤﻥ‬ ‫ﺤﻭل‬ ‫ﺁﺭﺍﺌﻬﻡ‬ ‫ﻻﺴﺘﻁﻼﻉ‬ ‫ﻭﺫﻝﻙ‬ ‫ﻋﺸﻭﺍﺌﻴﺔ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﺃﺴﺌﻠﺔ‬ . ‫دود‬$ #$‫א‬ : ‫ﺴﻭﻑ‬ ‫ﻴ‬ ‫ﺍﻝﻤﺠﺎﻻﺕ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺤﺩﻭﺩ‬ ‫ﺍﻝﺩﺭﺍﺴﺔ‬ ‫ﻫﺫﻩ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺒﺎﺤﺙ‬ ‫ﺴﻠﻙ‬ ‫ﺍﻝﺘﺎﻝﻴﺔ‬ : ‫ﺍﻝﺤﺩﻭﺩ‬ ‫ﺍﻝﺒﺸﺭﻴﺔ‬ : ‫ﻋﻠﻰ‬ ‫ﺍﻝﺩﺭﺍﺴﺔ‬ ‫ﺘﻘﺘﺼﺭ‬ ‫ﺴﻭﻑ‬ ‫ﺍﻝﻤﺴﺌﻭﻝﻴﻥ‬ ‫ﻓـﻲ‬ ‫ﻫـﻡ‬ ‫ﻤﻤﻥ‬ ‫ﺒﺎﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻭﺭﺅﺴﺎﺀ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﻋﺎﻡ‬ ‫ﻤﺸﺭﻑ‬ ‫ﺃﻭ‬ ‫ﻤﺩﻴﺭ‬ ‫ﻨﺎﺌﺏ‬ ‫ﺃﻭ‬ ‫ﻤﺩﻴﺭ‬ ‫ﺩﺭﺠﺔ‬ ‫ﺍﻷﻗﺴﺎﻡ‬ . ‫ﺍﻝﺤﺩﻭﺩ‬ ‫ﺍﻝﺯﻤﺎﻨﻴﺔ‬ : ‫ﺍﻝﺩﺭﺍﺴﻲ‬ ‫ﺍﻝﻔﺼل‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﺩﺭﺍﺴﺔ‬ ‫ﺘﻘﺘﺼﺭ‬ ‫ﺴﻭﻑ‬ ‫ﻝﻌﺎﻡ‬ ‫ﺍﻷﻭل‬ ١٤٢٩ ‫ﻫـ‬
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٧ - ,* ‫אدא‬ : ‫ﺴﻭﻑ‬ ‫ﻴ‬ ‫ﺍﻝﺩﺭﺍﺴﺔ‬ ‫ﻫﺫﻩ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺒﺎﺤﺙ‬ ‫ﺴﻠﻙ‬ ‫ﺴـﺘﻘﻭﻡ‬ ‫ﺤﻴﺙ‬ ‫ﻭﺍﻝﺘﺤﻠﻴﻠﻲ‬ ‫ﺍﻝﻭﺼﻔﻲ‬ ‫ﺍﻝﻤﻨﻬﺞ‬ ‫ﺴﻭﻑ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﻌﻠﻭﻤﺎﺕ‬ ‫ﺒﻭﺼﻑ‬ ‫ﻨ‬ ‫ﺍﻝﻤﺘﻌﻠﻘﺔ‬ ‫ﻭﺍﻝﺩﺭﺍﺴﺎﺕ‬ ‫ﻭﺍﻝﻤﺭﺍﺠﻊ‬ ‫ﺍﻝﻜﺘﺏ‬ ‫ﻤﻥ‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﺤﺼل‬ ،‫ﺒﺎﻝﺒﺤﺙ‬ ‫ﺘﻁﺒﻴﻕ‬ ‫ﺃﻫﻤﻴﺔ‬ ‫ﺘﺒﻴﻥ‬ ‫ﺤﻴﺙ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻤﺒﺩﺃ‬ ‫ﺍﻝﺨﺎﺼـﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺴ‬ ‫ﺤﻴﺙ‬ ‫ﺘﺤﻠﻴﻠﻲ‬ ‫ﻭﺍﻝﺒﺤﺙ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺒﻬﺫﻩ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﻭﺘﺤﺴﻴﻥ‬ ‫ﻴ‬ ‫ﺍﻝﺒﻴﺎ‬ ‫ﺒﺘﺤﻠﻴل‬ ‫ﺍﻝﺒﺎﺤﺙ‬ ‫ﻘﻭﻡ‬ ‫ﻨﺎﺕ‬ ‫ﻨﺘـﺎﺌﺞ‬ ‫ﺇﻝﻰ‬ ‫ﺍﻝﺘﻭﺼل‬ ‫ﺒﻬﺩﻑ‬ ‫ﻭﺫﻝﻙ‬ ‫ﺍﻻﺴﺘﺒﻴﺎﻥ‬ ‫ﺍﺴﺘﻤﺎﺭﺍﺕ‬ ‫ﻤﻥ‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﺍﻝﺤﺼﻭل‬ ‫ﺴﻴﺘﻡ‬ ‫ﺍﻝﺘﻲ‬ ‫ﻭﺘﻭﺼﻴﺎﺕ‬ ‫ﺍﻝﺩﺭﺍﺴﺔ‬ . + ‫دא‬ * ‫א‬ : ‫ﺍﻝﺩﺭﺍﺴﺔ‬ ‫ﺍﻝﻨﻅﺭﻴﺔ‬ : ‫ﺴﻭﻑ‬ ‫ﻴ‬ ‫ﺒﻤﻭﻀﻭﻉ‬ ‫ﺍﻝﻤﺘﻌﻠﻘﺔ‬ ‫ﻭﺍﻝﺩﺭﺍﺴﺎﺕ‬ ‫ﺍﻝﻜﺘﺏ‬ ‫ﻋﻠﻰ‬ ‫ﺒﺎﻹﻁﻼﻉ‬ ‫ﺍﻝﺒﺎﺤﺙ‬ ‫ﻘﻭﻡ‬ ‫ﺍﻝﺒﺤﺙ‬ . ‫ﺍﻝﺩﺭﺍﺴﺔ‬ ‫ﺍﻝﻤﻴﺩﺍﻨﻴﺔ‬ : ‫ﺴﻭﻑ‬ ‫ﻴ‬ ‫ﺍﻻﺴﺘﺒﻴ‬ ‫ﺍﺴﺘﻤﺎﺭﺍﺕ‬ ‫ﺒﺘﻭﺯﻴﻊ‬ ‫ﺍﻝﺒﺎﺤﺙ‬ ‫ﻘﻭﻡ‬ ‫ﻤـﻥ‬ ‫ﺍﻝﺒﺤـﺙ‬ ‫ﻋﻴﻨـﺔ‬ ‫ﻋﻠـﻰ‬ ‫ﺎﻥ‬ ‫ﺍﻝﻤﺴﺌﻭﻝﻴﻥ‬ ‫ﺍﻝﺒﺤـﺙ‬ ‫ﺃﺴـﺌﻠﺔ‬ ‫ﺤﻭل‬ ‫ﺁﺭﺍﺌﻬﻡ‬ ‫ﻻﺴﺘﻁﻼﻉ‬ ‫ﺠﺩﺓ‬ ‫ﺒﻤﺩﻴﻨﺔ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺒﺎﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻤﻭﻀﻭﻉ‬ ‫ﺤﻭل‬ ‫ﺒﻤﻌﻠﻭﻤﺎﺕ‬ ‫ﻭﺍﻝﺨﺭﻭﺝ‬ ‫ﺍﻝﺒﺤﺙ‬ . ‫دמ‬.‫א‬/!$0‫وא‬1‫א‬ #$‫א‬ : ‫ﺴﻭﻑ‬ ‫ﻴ‬ ‫ﺍﻷﺴﻠﻭﺏ‬ ‫ﺒﺎﺴﺘﺨﺩﺍﻡ‬ ‫ﺍﻝﺒﺎﺤﺙ‬ ‫ﻘﻭﻡ‬ ‫ﺍﻹﺤﺼﺎﺌﻲ‬ ‫ﺍﻝﻤﺌﻭﻴﺔ‬ ‫ﻭﺍﻝﻨﺴﺏ‬ ‫ﺍﻝﺘﻜﺭﺍﺭﺍﺕ‬ ‫ﺍﻻﺴﺘﺒﻴ‬ ‫ﺍﺴﺘﻤﺎﺭﺍﺕ‬ ‫ﺘﺤﻠﻴل‬ ‫ﻓﻲ‬ ‫ﻭﺘﻭﺼﻴﺎﺕ‬ ‫ﻨﺘﺎﺌﺞ‬ ‫ﺇﻝﻰ‬ ‫ﺍﻝﺘﻭﺼل‬ ‫ﺒﻬﺩﻑ‬ ‫ﻭﺫﻝﻙ‬ ‫ﺎﻥ‬ ‫ﺍﻝﺒﺤﺙ‬ .
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٨ - ‫اول‬ ‫ا‬ ‫ه‬ ‫وا‬ ‫دة‬ ‫ا‬ ‫وأ‬ ‫و‬ ‫ه‬  ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﻫﻭ‬ ‫ﻤﺎ‬  ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺃﻨﻭﺍﻉ‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﻬﻭﻡ‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﺎﻫﻴﻡ‬ ‫ﺘﻁﻭﺭ‬ ‫ﻤﺭﺍﺤل‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﺴﺘﺭﺍﺘﻴﺠﻴﺔ‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﻤﺅﺜﺭﺓ‬ ‫ﺍﻝﻌﻭﺍﻤل‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﺴﺅﻭﻝﻴﺔ‬  ‫ﺃﺴﺎﻝﻴﺏ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﻁﻭﻴﺭ‬  ‫ﺍ‬ ‫ﻓﻭﺍﺌﺩ‬ ‫ﻝﻠﺠﻭﺩﺓ‬ ‫ﻝﺘﺨﻁﻴﻁ‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﺭﺍﻗﺒﺔ‬ ‫ﺇﺩﺍﺭﺓ‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻓﺭﻕ‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﺘﺩﺭﻴﺏ‬ 2‫'وא‬ 2‫'وא‬ 2‫'وא‬ 2‫'وא‬ : :: : ‫ﻫﻭ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﻤﻜﺎﻥ‬ ‫ﻹﻴﻭﺍﺀ‬ ‫ﺸـﻔﺎﺅﻫﻡ‬ ‫ﻴﺘﻡ‬ ‫ﺤﺘﻰ‬ ‫ﻭﺍﻝﻤﺼﺎﺒﻴﻥ‬ ‫ﺍﻝﻤﺭﻀﻰ‬ ‫ﻋﻴـﺎﺩﺓ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺼـﺤﻲ‬ ‫ﺍﻝﻤﻜﺘﺏ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺤﻲ‬ ‫ﻋﻴﺎﺩﺓ‬ ‫ﻋﻥ‬ ‫ﻤﻤﻴﺯ‬ ‫ﻁﺎﺒﻊ‬ ‫ﻝﻬﻡ‬ ‫ﻓﺈﻥ‬ ‫ﻝﺫﻝﻙ‬
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٩ - ‫ﻋﻠﻰ‬ ‫ﺩﺍﺨﻠﻪ‬ ‫ﻓﻲ‬ ‫ﻴﺤﺘﻭﻱ‬ ‫ﺍﻨﻪ‬ ‫ﺤﻴﺙ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻁﺒﻴﺏ‬ ‫ﺃﺴﺭﻩ‬ ‫ﺍﻝﻤ‬ ‫ﻹﻴﻭﺍﺀ‬ ‫ﻝـﺫﻝﻙ‬ ‫ﺭﻀـﻰ‬ ‫ﺃﻭل‬ ‫ﻓﺈﻥ‬ ‫ﻭﻅﻴﻔﺔ‬ ‫ﻭﺍﻝﻤﺼـﺎﺒﻴﻥ‬ ‫ﺍﻝﻤﺭﻀـﻰ‬ ‫ﺇﻴﻭﺍﺀ‬ ‫ﻫﻲ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﻭﻅﺎﺌﻑ‬ ‫ﻤﻥ‬ ‫ﻭﻅﻴﻔﺔ‬ ‫ﻤﻥ‬ ‫ﻴﻘﺭﺒﻪ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺍﻷﻤﺭ‬ ‫ﺍﻝﻔﻨﺩﻕ‬ . ‫ﺍﻝﺭﻋﺎﻴﺔ‬ ‫ﻴﻠﻘﻭﻥ‬ ‫ﻭﺍﻝﻤﺼﺎﺒﻴﻥ‬ ‫ﻭﺍﻝﻤﺭﻀﻰ‬ ‫ﺍﻝﻁﺒﻴﺔ‬ ‫ﻋﺎﻤﻴﻥ‬ ‫ﺃﻁﺒﺎﺀ‬ ‫ﻁﺭﻴﻕ‬ ‫ﻋﻥ‬ ‫ﻓـﻲ‬ ‫ﻭﻝﻜـﻨﻬﻡ‬ ‫ﺍﻝﻭﻗـﺕ‬ ‫ﺒﻌﺽ‬ ‫ﺃﻭ‬ ‫ﺍﻝﻭﻗﺕ‬ ‫ﻜل‬ ‫ﺒﺄﻋﻤﺎﻝﻬﻡ‬ ‫ﻴﻘﻭﻤﻭﻥ‬ ‫ﻭﻤﺘﺨﺼﺼﻴﻥ‬ ‫ﻴﻤﺜﻠﻭﻥ‬ ‫ﻤﺠﻤﻭﻋﻬﻡ‬ ‫ﺍﻝﻬﻴﺌﺔ‬ ‫ﻝﻠﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﻁﺒﻴﺔ‬ ‫ﻋﻠـﻰ‬ ‫ﺒﻨـﺎﺀ‬ ‫ﻨﺸﺎﻁﻬﻡ‬ ‫ﻭﻴﻤﺎﺭﺴﻭﻥ‬ ‫ﻤﻥ‬ ‫ﺘﻔﻭﻴﺽ‬ ‫ﺇﺩﺍﺭﺘﻪ‬ ‫ﺘﻅل‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻌﻠﻴﺎ‬ ‫ﻤﺴﺌﻭﻝﻪ‬ ‫ﻝﻤﺭﻀـﺎﻩ‬ ‫ﺭﻋﺎﻴﺔ‬ ‫ﻤﻥ‬ ‫ﻴﻘﺩﻤﻪ‬ ‫ﻋﻤﺎ‬ ‫ﻭﻫﺅﻻﺀ‬ ‫ﻭﻤﺼﺎﺒﻴﻪ‬ ‫ﺍﻷﻁﺒﺎﺀ‬ ‫ﻓـﻲ‬ ‫ﺍﻝﻤﺘﺎﺤـﺔ‬ ‫ﺍﻝﺨـﺩﻤﺎﺕ‬ ‫ﺍﺴﺘﺨﺩﺍﻡ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺤﻕ‬ ‫ﻝﻬﻡ‬ ‫ﻭﺃﺠﻬـﺯﺓ‬ ‫ﻭﻤﺴـﺘﻠﺯﻤﺎﺕ‬ ‫ﻭﺃﺩﻭﺍﺕ‬ ‫ﻤﻌـﺩﺍﺕ‬ ‫ﺍﺴـﺘﻌﻤﺎل‬ ‫ﺤﻕ‬ ‫ﻭﻝﻬﻡ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﻭﺍﻝﻤﺼﺎﺏ‬ ‫ﻝﻠﻤﺭﻴﺽ‬ ‫ﻤﻤﻜﻨﻪ‬ ‫ﺭﻋﺎﻴﺔ‬ ‫ﺃﻗﺼﻰ‬ ‫ﻝﺘﻘﺩﻴﻡ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ) ١ ( ‫*وאعא‬ ‫*وאعא‬ ‫*وאعא‬ ‫*وאعא‬ : :: : ‫ﻓﻴﻤﺎ‬ ‫ﻨﻭﻀﺤﻬﺎ‬ ‫ﻝﻠﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻘﺴﻴﻤﺎﺕ‬ ‫ﻋﺩﺓ‬ ‫ﻫﻨﺎﻙ‬ ‫ﻴﻠﻲ‬ : ) ٢ ( ‫ﺃ‬ - ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻘﺴﻴﻡ‬ ‫ﻴﻤﻜﻥ‬ ‫ﺇﻝﻰ‬ ‫ﻨﻭﻋﻴﻥ‬ ‫ﺃﺴﺎﺴﻴﻴﻥ‬ ‫ﻫﻤﺎ‬ : ‫ﺍﻝﺘﺨﺼﺼﻲ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ – ‫ﺍﻝﻤﺘﻌﺩﺩﺓ‬ ‫ﺍﻝﺘﺨﺼﺼﺎﺕ‬ ‫ﺫﻭ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﺘﺨﺼﺼﻲ‬ : ‫ﻤﻥ‬ ‫ﺠﺯﺀ‬ ‫ﻋﻼﺝ‬ ‫ﻓﻲ‬ ‫ﻤﺘﺨﺼﺹ‬ ‫ﻴﻜﻭﻥ‬ ‫ﺍﻝﺫﻱ‬ ‫ﻫﻭ‬ ‫ﺃﺠﺯﺍﺀ‬ ‫ﻜـﺎﻝﻌﻴﻥ‬ ‫ﺍﻝﺠﺴﻡ‬ ‫ﻭﺍﻷ‬ ‫ﻭﺍﻷﻨﻑ‬ ‫ﺍﻝﺴﺭﻁﺎﻥ‬ ‫ﻭﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍﻝﻌﻅﺎﻡ‬ ‫ﻭﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻭﺍﻝﺤﻨﺠﺭﺓ‬ ‫ﺫﻥ‬ . ) ١ ( ‫ﻋﻠﻲ‬ / ‫ﺣﻨﻔﻲ‬ ‫ﺯﻫﲑ‬ / ١٣٩٦ / ١٩٧٦ ، ‫ﻡ‬ ) ‫ﻟﻠﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍﻟﻌﻠﻴﺎ‬ ‫ﺍﻹﺩﺍﺭﻩ‬ ‫ﰲ‬ ‫ﺍﳌﺴﺘﺤﺪﺙ‬ ( ‫ﺍﳌﺼﺮﻳﺔ‬ ‫ﺍﻻﳒﻠﻮ‬ ‫ﻣﻜﺘﺒﺔ‬ ، ‫ﺹ‬ ، ‫ﺍﻟﻘﺎﻫﺮﺓ‬ ، ٨ - ٩ . ) ٢ ( ‫ﲜﺪﺓ‬ ‫ﻭﺍﻟﺼﻨﺎﻋﻴﺔ‬ ‫ﺍﻟﺘﺠﺎﺭﻳﺔ‬ ‫ﺑﺎﻟﻐﺮﻓﺔ‬ ‫ﺍﻟﺒﺤﻮﺙ‬ ‫ﻣﺮﻛﺰ‬ / ‫ﺍﻻﻭﻝ‬ ‫ﺭﺑﻴﻊ‬ ١٤٠٣ - ‫ﺩﻳﺴﻤﱪ‬ ١٩٨٢ ، ) ‫ﺩﺭﺍﺳﺔ‬ ‫ﺍﳋﺎﺻﺔ‬ ‫ﺍﳌﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﰲ‬ ‫ﺍﻻﺩﺍﺭﻩ‬ ‫ﲢﻠﻴﻠﻴﻪ‬ ( ‫ﺹ‬ ، ‫ﺟﺪﺓ‬ ‫ﺍﻟﺼﻨﺎﻋﻴﺔ‬ ‫ﺍﻟﺘﺠﺎﺭﻳﺔ‬ ‫ﺍﻟﻐﺮﻓﺔ‬ ١٤ - ١٥ .
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٠ - ‫ﻤﺠﻤﻭﻋﻪ‬ ‫ﻓﻲ‬ ‫ﻴﻬﺩﻑ‬ ‫ﻓﺈﻨﻪ‬ ‫ﺍﻝﻤﺘﻌﺩﺩﺓ‬ ‫ﺍﻝﺘﺨﺼﺼﺎﺕ‬ ‫ﺫﻭ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺃﻤﺎ‬ ‫ﺇﻝﻰ‬ ‫ﻤـﻥ‬ ‫ﻴﻌـﺎﻨﻭﻥ‬ ‫ﻭﺍﻝﻠـﺫﻴﻥ‬ ‫ﹰ‬ ‫ﻻ‬‫ﺃﻁﻔﺎ‬ ‫ﺃﻡ‬  ‫ﺀ‬‫ﻨﺴﺎ‬ ‫ﺃﻡ‬ ‫ﻜﺎﻨﻭﺍ‬ ‫ﹰ‬ ‫ﻻ‬‫ﺭﺠﺎ‬ ‫ﻝﻠﻌﻤﻭﻡ‬ ‫ﺍﻝﻌﻼﺝ‬ ‫ﺘﻘﺩﻴﻡ‬ ‫ﺍﻝﻤﻤﻜﻥ‬ ‫ﻤﻥ‬ ‫ﻫﺫﺍ‬ ‫ﺍﻝﻌﺩﻭﻯ‬ ‫ﺴﺭﻴﻌﺔ‬ ‫ﺍﻷﻤﺭﺍﺽ‬ ‫ﺒﻌﺽ‬ ‫ﻋﺩﺍ‬ ‫ﻓﻴﻤﺎ‬ ‫ﻤﺭﺽ‬ ‫ﺃﻭ‬ ‫ﺇﺼﺎﺒﺔ‬ ‫ﺍﻝ‬ ‫ﺒﺘﻠﻙ‬ ‫ﻴﻠﺤﻕ‬ ‫ﺃﻥ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺃﻗﺴﺎﻤ‬ ‫ﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻷﻤﺭﺍﺽ‬ ‫ﻭﺍﻷﻤﺭﺍﺽ‬ ‫ﺍﻷﻁﻔﺎل‬ ‫ﺍﻝﻤﻨﻭﻁـﺔ‬ ) ‫ﻭﺍﻷﻨﻜﻠﺴﺘﻭﻤﺎ‬ ‫ﺍﻝﺒﻠﻬﺎﺭﺴﻴﺎ‬ ‫ﻤﺜل‬ ( ‫ﻤﺘﻜﺎﻤﻠﺔ‬ ‫ﺨﺩﻤﺔ‬ ‫ﺘﻘﺩﻴﻡ‬ ‫ﻝﻴﻤﻜﻥ‬ ‫ﺒﺎﻝﻤﺴﺘﺸﻔﻰ‬ . ‫ﺏ‬ - ‫ﺍﻝﻌﺎﻤﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻘﺴﻴﻡ‬ ‫ﻴﻤﻜﻥ‬ ) ‫ﺍﻝﺤﻜﻭﻤﻴﺔ‬ ( ‫ﺘﻭﺠﺩ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﻨﻁﻘﺔ‬ ‫ﺤﺴﺏ‬ ‫ﺃﻨﻭﺍﻉ‬ ‫ﺜﻼﺜﺔ‬ ‫ﺇﻝﻰ‬ ‫ﻓﻴﻬﺎ‬ ‫ﻫﻡ‬ : - ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﻌﺎﻡ‬ : ‫ﻜ‬ ‫ﺒﻪ‬ ‫ﻭﺘﻭﺠﺩ‬ ‫ﻤﻨﻁﻘﺔ‬ ‫ﻴﺨﺩﻡ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﻭﻫﻭ‬ ‫ﺎﻓـﺔ‬ ‫ﻤـﻥ‬ ‫ﻝـﻴﻤﻜﻥ‬ ‫ﺍﺴﺘﺭﺍﺘﻴﺠﻲ‬ ‫ﻤﻜﺎﻥ‬ ‫ﻝﻪ‬ ‫ﻴﺨﺘﺎﺭ‬ ‫ﻤﺎ‬ ‫ﻭﻋﺎﺩﺓ‬ ‫ﺍﻝﻌﺎﻤﺔ‬ ‫ﺍﻝﺘﺨﺼﺼﺎﺕ‬ ‫ﺒﺴﻬﻭﻝﺔ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺘﻘﺩﻴﻡ‬ ‫ﺨﻼﻝﻪ‬ ‫ﻭﻴﺴﺭ‬ . - ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﻤﺭﻜﺯﻱ‬ : ‫ﻋﻠﻰ‬ ‫ﻴﺸﺘﻤل‬ ‫ﻤﺘﻭﺴﻁ‬ ‫ﻤﺴﺘﺸﻔﻰ‬ ‫ﻋﻥ‬ ‫ﻋﺒﺎﺭﺓ‬ ‫ﻭﻫﻭ‬ ‫ﻤﺌﺎﺕ‬ ‫ﺒﻌﺽ‬ ‫ﺍﻷﺴﺭﺓ‬ ‫ﻤﺠـﺎﻻﺕ‬ ‫ﻓـﻲ‬ ‫ﺍﻝﻌﺎﻤﺔ‬ ‫ﺍﻝﺘﺨﺼﺼﺎﺕ‬ ‫ﺒﻪ‬ ‫ﺘﺘﻭﺍﻓﺭ‬ ‫ﺤﻴﺙ‬ ‫ﻭﺍﻝﺠﺭﺍﺤﻴﺔ‬ ‫ﺍﻝﺒﺎﻁﻨﻴﺔ‬ ‫ﺍﻷﻤﺭﺍﺽ‬ ‫ﻭﺍﻝﺘﻭﻝﻴﺩ‬ . - ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﻤﺤﻠﻲ‬ : ‫ﻴﺘـﺭﺍﻭﺡ‬ ‫ﺃﺴـﺭﺓ‬ ‫ﺒﻪ‬ ‫ﺘﻭﺠﺩ‬ ‫ﺼﻐﻴﺭ‬ ‫ﻤﺴﺘﺸﻔﻰ‬ ‫ﻭﻫﻭ‬ ‫ﻤﻥ‬ ‫ﻋﺩﺩﻫﺎ‬ ٢٠٠ ‫ﺴﺭﻴﺭ‬ ‫ﺇﻝﻰ‬ ١٠٠ ‫ﺍﻝﺤﺎﺠـﺔ‬ ‫ﺤﺴﺏ‬ ‫ﺒﻪ‬ ‫ﻴﺘﻭﺍﻓﺭ‬ ‫ﺤﻴﺙ‬ ‫ﺴﺭﻴﺭ‬ ‫ﻭﺭﻋﺎﻴﺔ‬ ‫ﻭﺍﻝﺠﺭﺍﺤﻴﺔ‬ ‫ﺍﻝﺒﺎﻁﻨﻴﺔ‬ ‫ﺍﻷﻤﺭﺍﺽ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻌﺎﻤﺔ‬ ‫ﺍﻝﺘﺨﺼﺼﺎﺕ‬ ‫ﺍ‬ ‫ﻷﻤﻭﻤﺔ‬ . ‫ﺝ‬ - ‫ﺍﻝﻤﻠﻜﻴﺔ‬ ‫ﺤﻴﺙ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻨﻘﺴﻡ‬ ‫ﺃﻥ‬ ‫ﻴﻤﻜﻥ‬ ‫ﺇﻝﻰ‬ : ‫ﺍﻝﺤﻜﻭﻤﻲ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ - ‫ﺍﻝﺨﺎﺹ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﺤﻜﻭﻤﻲ‬ : ‫ﺁﺨـﺭ‬ ‫ﺒﻤﻌﻨﻰ‬ ‫ﺃﻱ‬ ‫ﻋﺎﻤﺔ‬ ‫ﺴﻠﻁﺔ‬ ‫ﺒﻭﺍﺴﻁﺔ‬ ‫ﻴﺩﺍﺭ‬ ‫ﺍﻝﺫﻱ‬ ‫ﻫﻭ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻤﻨﻅﻤـﺎﺕ‬ ‫ﻤﻥ‬ ‫ﻤﻨﻅﻤﺔ‬ ‫ﺒﻭﺍﺴﻁﺔ‬ ‫ﻴﺩﺍﺭ‬ ‫ﺍﻝﻌﺎﻤـﺔ‬ . ‫ﻋﺎﻤـﺔ‬ ‫ﻤﻠﻜﻴﺔ‬ ‫ﺍﻝﻤﻤﻠﻭﻜﺔ‬ ‫ﺒﺎﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺃﺤﻴﺎﻨ‬ ‫ﻴﺴﻤﻰ‬ ‫ﻭﻝﺫﻝﻙ‬
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١١ - ‫ﻝﻭﺯﺍﺭﺓ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺭﺃﺴ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺘﺎﺒﻌ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﻴﻜﻭﻥ‬ ‫ﺍﻷﺤﻴﺎﻥ‬ ‫ﺒﻌﺽ‬ ‫ﻭﻓﻲ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻤﻥ‬ ‫ﻜﻭﺍﺤﺩ‬ ‫ﺍﻝﺼﺤﺔ‬ ،‫ﺘﻤﻠﻜﻬﺎ‬ ‫ﻴﻜﻭﻥ‬ ‫ﻭﻗﺩ‬ ‫ﺒﻭﺍﺴ‬ ‫ﻴﺩﺍﺭ‬ ‫ﺃﻭ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻤﻤﻠﻭﻜ‬ ‫ﻤﻨﻅﻤـﺎﺕ‬ ‫ﻤﻥ‬ ‫ﺃﺨﺭﻯ‬ ‫ﻤﻨﻅﻤﺔ‬ ‫ﻁﺔ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﺍﻝﻌﺎﻤﺔ‬ . ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﺨﺎﺹ‬ : ‫ﻓﻴﻨﻘﺴﻡ‬ ‫ﺇﻝﻰ‬ ‫ﻨﻭﻋﻴﻥ‬ ‫ﻫﻤﺎ‬ : ١ - ‫ﻭﺭﺍﺌـﻪ‬ ‫ﻤﻥ‬ ‫ﺘﻬﺩﻑ‬ ‫ﻭﻻ‬ ‫ﺍﻝﺨﻴﺭ‬ ‫ﻝﻔﻌل‬ ‫ﺠﻬﺔ‬ ‫ﺘﻤﻠﻜﻪ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺍﻝﺨﺎﺹ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺇﻝﻰ‬ ‫ﻤـﻥ‬ ‫ﺍﻝﻨـﻭﻉ‬ ‫ﻭﻫـﺫﺍ‬ ‫ﺘﺠـﺎﺭﻱ‬ ‫ﻜﻤﺸـﺭﻭﻉ‬ ‫ﺇﺩﺍﺭﺘﻪ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺭﺒﺢ‬ ‫ﺘﺤﻘﻴﻕ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺼـﻨﺎﻋﻴﺔ‬ ‫ﺍﻝﺸـﺭﻜﺎﺕ‬ ‫ﺒﻌﺽ‬ ‫ﺃﻭ‬ ‫ﺩﻴﻨﻴﺔ‬ ‫ﻫﻴﺌﺎﺕ‬ ‫ﺘﻤﺘﻠﻜﻪ‬ ‫ﻗﺩ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍ‬ ‫ﺇﺤﺩﻯ‬ ‫ﻭﻏﻴﺭ‬ ‫ﺍﻝﺨﻴﺭ‬ ‫ﻝﻔﻌل‬ ‫ﺍﻻﺠﺘﻤﺎﻋﻴﺔ‬ ‫ﻝﻤﻨﻅﻤﺎﺕ‬ ‫ﺫﻝﻙ‬ . ٢ - ‫ﺒﻬـﺩﻑ‬ ‫ﺍﻷﻓـﺭﺍﺩ‬ ‫ﻤﻥ‬ ‫ﻤﺠﻤﻭﻋﺔ‬ ‫ﺃﻭ‬ ‫ﻓﺭﺩ‬ ‫ﺃﻭ‬ ‫ﻤﻨﺸﺄﺓ‬ ‫ﺘﻤﻠﻜﻪ‬ ‫ﺨﺎﺹ‬ ‫ﻤﺴﺘﺸﻔﻰ‬ ‫ﺘﺤﻘﻴﻕ‬ ،‫ﺍﻝﺭﺒﺢ‬ ‫ﺍﻝﻤﺸﺭﻭﻉ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻜﻨﻤﻁ‬ ‫ﺇﺩﺍﺭﺘﻪ‬ ‫ﻭﻨﻤﻁ‬ ‫ﺍﻝﺘﺠﺎﺭﻱ‬ . ‫ود‬ ‫وמא‬ ‫ود‬ ‫وמא‬ ‫ود‬ ‫وמא‬ ‫ود‬ ‫وמא‬ : :: : ‫ﻜل‬ ‫ﻓﻲ‬ ‫ﻤﻤﺎﺭﺴﺘﻪ‬ ‫ﺘﺠﺏ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺍﻝﻜﻤﺎل‬ ‫ﻤﻌﻴﺎﺭ‬ ‫ﻫﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻷﻭﻗﺎﺕ‬ ‫ﻭﻫـﻲ‬ ‫ﻤﺴﺘﻤﺭ‬ ‫ﺠﻬﺩ‬ ‫ﻤﺘﻁﻭﺭ‬ . ‫ﻻ‬ ‫ﻴﻭﺠﺩ‬ ‫ﻝ‬ ‫ﺤﺩ‬ ‫ﺃﺤﻘـﺭ‬ ‫ﻓﻲ‬ ‫ﺤﺘﻰ‬ ‫ﺘﺤﻘﻴﻘﻬﺎ‬ ‫ﻴﻤﻜﻥ‬ ‫ﺍﻝﺘﻲ‬ ‫ﻠﺠﻭﺩﺓ‬ ‫ﺍﻷﻋﻤﺎل‬ ) ‫ﺩﻴﻑ‬ ‫ﺘﻭﻤﺎﺱ‬ .( ‫ﻤﺠﻤﻭﻋﺔ‬ ‫ﺃﻭ‬ ‫ﻫﺩﻑ‬ ‫ﺃﻭ‬ ‫ﻤﻌﻴﺎﺭ‬ ‫ﻫﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﺍﻥ‬ ‫ﻤﺘﻁﻠﺒﺎﺕ‬ . ‫ﻫﻲ‬ ‫ﻭﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﻝﻴﺱ‬ ‫ﻗﻴﺎﺴﻪ‬ ‫ﻴﻤﻜﻥ‬ ‫ﻫﺩﻑ‬ ‫ﺇﺤﺴﺎﺱ‬ ‫ﻤﺒﻬﻡ‬ ‫ﺒﺎﻝﺼﻼﺤﻴﺔ‬ . ‫ﻤـﻥ‬ ‫ﻤﺘﻭﺍﺼل‬ ‫ﺠﻬﺩ‬ ‫ﺇﻨﻬﺎ‬ ‫ﻤﺤﺩﺩﺓ‬ ‫ﺩﺭﺠﺔ‬ ‫ﻭﻝﻴﺴﺕ‬ ‫ﺍﻝﺘﻁﻭﺭ‬ ‫ﺃﺠل‬ ‫ﻝﻼﻤﺘﻴﺎﺯ‬ . ‫ﺍﻤـﺘﻼﻙ‬ ‫ﻴﻤﻜﻨﻨﺎ‬ ‫ﻭﻻ‬ ‫ﻨﺘﻴﺠﺔ‬ ‫ﺇﻨﻬﺎ‬ ‫ﻭﻝﻜﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻓﻘﻁ‬ ‫ﻴﻤﻜﻨﻨﺎ‬ ‫ﻤﻤﺎﺭﺴﺘﻬﺎ‬ . ‫ﺇﻥ‬ ‫ﻋـﻥ‬ ‫ﻨﻘـﺭﺭ‬ ‫ﻝﻠﻜﻤﺎل‬ ‫ﻤﻌﻴﺎﺭ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻗﺩ‬ ‫ﻜﻨﺎ‬ ‫ﺇﺫﺍ‬ ‫ﻤﺎ‬ ‫ﻁﺭﻴﻘﻪ‬ ‫ﺃﺩﻴﻨﺎ‬ ‫ﺍﻝﺘـﻲ‬ ‫ﻭﺒﺎﻝﻜﻴﻔﻴﺔ‬ ‫ﺍﻝﻤﺤﺩﺩ‬ ‫ﺍﻝﻭﻗﺕ‬ ‫ﻓﻲ‬ ‫ﻋﻠﻴﻪ‬ ‫ﻋﺯﻤﻨﺎ‬ ‫ﻤﺎ‬
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٢ - ‫ﻗﺭﺭﻨﺎ‬ ‫ﺃﻨﻬﺎ‬ ‫ﺍﺤﺘﻴﺎﺠﺎﺕ‬ ‫ﺘﻼﺌﻡ‬ ‫ﻋﻤﻼﺌﻨﺎ‬ . ‫ﺍﻝﺘـﻲ‬ ‫ﺒﺎﻝﻁﺭﻴﻘﺔ‬ ‫ﺴﻌﺩﺍﺀ‬ ‫ﻋﻤﻼﺅﻨﺎ‬ ‫ﻜل‬ ‫ﻫل‬ ‫ﺃﻭ‬ ‫ﺨﺩﻤﺎﺘﻨﺎ‬ ‫ﺒﻬﺎ‬ ‫ﻗﺩﻤﻨﺎ‬ ‫ﺃﺩﻴﻨﺎ‬ ‫ﻴﻤﻜﻨﻨﺎ‬ ‫ﺴﻌﺩﺍﺀ‬ ‫ﻜﺎﻨﻭﺍ‬ ‫ﺇﺫﺍ‬ ‫؟‬ ‫ﺃﻋﻤﺎﻝﻨﺎ‬ ‫ﺒﻬﺎ‬ ‫ﻗﺩ‬ ‫ﺒﺄﻨﻨﺎ‬ ‫ﺍﻝﻘﻭل‬ ‫ﺠﻭﺩﺓ‬ ‫ﻭﺃﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺃﻫﺩﺍﻑ‬ ‫ﺤﻘﻘﻨﺎ‬ ‫ﺍﻝﺼﻨﺎﻋﺔ‬ ‫ﻫﻲ‬ ) ‫ﺍﻝﻐـﺭﺽ‬ ‫ﻤﻼﺌﻤـﺔ‬ ( ‫ﻭﻓـﻲ‬ ‫ﺸﺨﺼﻴﺔ‬ ‫ﺘﻜﻭﻥ‬ ‫ﻭﺍﻝﺘﻲ‬ ‫ﺍﻝﺨﺩﻤﺎﺕ‬ ‫ﺼﻨﺎﻋﺔ‬ ‫ﺇﻝﻰ‬ ‫ﺍﻝﺠﻴـﺩﺓ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺃﻥ‬ ‫ﻨﻘﻭل‬ ‫ﻤﺎ‬ ‫ﺤﺩ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺘﻠﻙ‬ ‫ﻫﻲ‬ ‫ﺘﺠﺭﺒﺘﻬﺎ‬ ‫ﺘﺴﻬل‬ ‫ﺃﻥ‬ ‫ﻋﻠـﻰ‬ ‫ﺍﻝﻌﺎﻤﻠﻭﻥ‬ ‫ﺃﺘﻔﻕ‬ ‫ﻓﻘﺩ‬ ،‫ﺃﺨﺭﻯ‬ ‫ﻭﺒﻌﺒﺎﺭﺓ‬ ‫ﻤﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻨﺘﺎﺌﺞ‬ ‫ﻴﻘﻴﺴﻭﺍ‬ ‫ﻭﺃﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻤﺎﺭﺴﺔ‬ ‫ﺒﺘﺠﺭﺒﺔ‬ ‫ﻴﻘﻭﻤﻭﺍ‬ ‫ﺍﺴﺘﻁﻼﻉ‬ ‫ﺨﻼل‬ ‫ﺃﺭﺍﺀ‬ ‫ﺍﻝﻌﻤﻼﺀ‬ ‫ﺒﺸﺄﻨﻬﺎ‬ . ‫ﺍﻝﻌﻤـﻼﺀ‬ ‫ﻤﻥ‬ ‫ﺍﻤﺘﻴﺎﺯ‬ ‫ﺒﺘﻘﺩﻴﺭ‬ ‫ﺘﺤﻅﻰ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺘﻘﺭﻴﺭ‬ ‫ﻓﺒﻁﺎﻗﺔ‬ ‫ﺍﻝﻨﻬﺎﺌﻲ‬ ‫ﺍﻝﻤﺤﻙ‬ ‫ﻫﻲ‬ ‫ﻭﺍﻝﺨﺎﺭﺠﻴﻥ‬ ‫ﺍﻝﺩﺍﺨﻠﻴﻥ‬ ‫ﻝﻠﺠﻭﺩﺓ‬ . ) ١ ( ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﺘﻌﺭﻑ‬ ‫ﺒﺄﻨﻬﺎ‬ ‫ﻝﻼﺴـﺘﺨﺩﺍﻡ‬ ‫ﺍﻝﻤﻼﺌﻤـﺔ‬ ‫ﻭﻫﻲ‬ ‫ﺍﻷﺩﺍﺀ‬ ‫ﺘﺤﺴﻴﻥ‬ ‫ﻫﻲ‬ ‫ﻭﺍﻨﺨﻔﺎﺽ‬ ‫ﺍﻝﻌﻤﻼﺀ‬ ‫ﺸﻜﺎﻭﻱ‬ ‫ﻭﺍﻨﺨﻔﺎﺽ‬ ‫ﻝﻠﻌﻤﻼﺀ‬ ‫ﺍﻝﺨﺩﻤﺎﺕ‬ ‫ﺒﺘﻘﺩﻴﻡ‬ ‫ﺍﻹﺴﺭﺍﻉ‬ ‫ﻭﻫﻲ‬ ‫ﺍﻝﻤﺒﻴﻌﺎﺕ‬ ‫ﻭﺘﻨﻤﻴﺔ‬ ‫ﺍﻝﺘﻜﺎﻝﻴﻑ‬ ‫ﺨﻔﺽ‬ ‫ﻓﻲ‬ ‫ﻭﺍﻝﻨﺠﺎﺡ‬ ‫ﺍﻝﺘﺸﻐﻴل‬ ‫ﻭﺇﻋﺎﺩﺓ‬ ‫ﻭﺍﻝﻔﺎﻗﺩ‬ ‫ﺍﻝﺘﺎﻝﻑ‬ . ‫ﺇﻝﻲ‬ ‫ﺘﺅﺩﻱ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺃﻭ‬ ‫ﻝﻠﺴﻠﻌﺔ‬ ‫ﻭﺍﻝﺨﺼﺎﺌﺹ‬ ‫ﺍﻝﺼﻔﺎﺕ‬ ‫ﻤﺠﻤﻭﻉ‬ ‫ﻫﻲ‬ ‫ﻓﺎﻝﺠﻭﺩﺓ‬ ‫ﺘﺤﻘﻴﻕ‬ ‫ﻋﻠﻲ‬ ‫ﻗﺩﺭﺘﻬﺎ‬ ‫ﺃﻱ‬ ‫ﻤﻔﺘﺭﻀﺔ‬ ‫ﺃﻭ‬ ‫ﻤﻌﻠﻨﺔ‬ ‫ﺭﻏﺒﺎﺕ‬ . ) ٢ ( ‫ﺍﻝﻤﻁﻠـﻭﺏ‬ ‫ﺍﻝﻭﺠـﻪ‬ ‫ﻭﻋﻠـﻲ‬ ‫ﺒﺈﺘﻘـﺎﻥ‬ ‫ﺍﻝﻌﻤل‬ ‫ﺒﺄﺩﺍﺀ‬ ‫ﺍﻝﻘﻴﺎﻡ‬ ‫ﻫﻲ‬ ‫ﻭﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﺍﻝﻤﻘﺒﻭل‬ ) ٣ ( ‫ﻜﻤﺎ‬ ‫ﻋﻠﻴﻪ‬ ‫ﺍﷲ‬ ‫ﺼﻠﻲ‬ ‫ﻭﺭﺴﻭﻝﻪ‬ ‫ﻭﺠل‬ ‫ﻋﺯ‬ ‫ﺍﷲ‬ ‫ﺃﻤﺭﻨﺎ‬ ‫ﻭﺴﻠﻡ‬ . ‫ﻜﻘﻭﻝﺔ‬ ‫ﺘﻌﺎﻝﻰ‬ : ‫ﹰ‬ ‫ﻼ‬‫ﻋﻤ‬ ‫ﺃﺤﺴﻥ‬ ‫ﺃﻴﻜﻡ‬ ‫ﻝﻴﺒﻠﻭﻜﻡ‬ ‫ﻭﺍﻝﺤﻴﺎﺓ‬ ‫ﺍﻝﻤﻭﺕ‬ ‫ﺨﻠﻕ‬ ‫ﺍﻝﺫﻱ‬ ) ٤ ( ‫ﻭﺴﻠﻡ‬ ‫ﻋﻠﻴﻪ‬ ‫ﺍﷲ‬ ‫ﺼﻠﻰ‬ ‫ﻭﻗﻭﻝﺔ‬ ‫ﻴﺘﻘﻨﻪ‬ ‫ﺃﻥ‬ ‫ﹰ‬ ‫ﻼ‬‫ﻋﻤ‬ ‫ﺃﺤﺩﻜﻡ‬ ‫ﻋﻤل‬ ‫ﺇﺫﺍ‬ ‫ﻴﺤﺏ‬ ‫ﺍﷲ‬ ‫ﺇﻥ‬ ) ٥ ( ) ١ ( ‫ﺑﻮﻥ‬ / ‫ﺟﺮﳚﺮﺯ‬ ، ‫ﺩﻳﺎﻥ‬ / ‫ﺭﻳﻚ‬ / ‫ﺍﻟﻔﺮﺱ‬ ‫ﺗﺮﲨﺔ‬ / ‫ﺍﻟﻌﺪﻳﻠﻲ‬ ، ‫ﺣﺴﻦ‬ ‫ﺳﺎﻣﻲ‬ / ‫ﻧﺎﺻﺮ‬ ‫ﳏﻤﺪ‬ / ١٤١٦ ‫ﻫـ‬ / ١٩٩٥ ، ‫ﻡ‬ ) ‫ﺍﻻﺩﺍﺀ‬ ‫ﰲ‬ ‫ﺍﳉﻮﺩﺓ‬ ‫ﺍﻻﺩﺍﺭﻱ‬ : ‫ﺍﻟﻜﻠﻴﺔ‬ ‫ﺍﳉﻮﺩﺓ‬ ‫ﻣﻌﺎﻳﲑ‬ ‫ﻭﺗﻄﺒﻴﻖ‬ ‫ﻟﺘﺄﺳﻴﺲ‬ ‫ﺍﻟﺸﺨﺼﻲ‬ ‫ﺩﻟﻴﻠﻚ‬ ( ‫ﺹ‬ ، ‫ﺍﻟﺮﻳﺎﺽ‬ ، ‫ﺍﻟﻌﺎﳌﻴﺔ‬ ‫ﺍﻻﺑﺪﺍﻉ‬ ‫ﺍﻓﺎﻕ‬ ‫ﺩﺍﺭ‬ ، ١٥ . ) ٢ ( ‫ﺍﻟﺴﻠﻤﻲ‬ / ‫ﻋﻠﻲ‬ / ١٩٩٠ ، ‫ﻡ‬ ) ‫ﻟﻼﻳﺰﻭ‬ ‫ﺍﻟﺘﺄﻫﻴﻞ‬ ‫ﻭﻣﺘﻄﻠﺒﺎﺕ‬ ‫ﺍﻟﺸﺎﻣﻠﺔ‬ ‫ﺍﳉﻮﺩﺓ‬ ‫ﺍﺩﺍﺭﺓ‬ ٩٠٠ ( ، ‫ﺍﻟﻘﺎﻫﺮﺓ‬ ، ‫ﻭﺍﻟﻨﺸﺮ‬ ‫ﻟﻠﻄﺒﺎﻋﺔ‬ ‫ﻏﺮﻳﺐ‬ ‫ﺩﺍﺭ‬ ‫ﺹ‬ ١٧ - ١٨ ) ٢ ( ‫ﺍﻟﺸﺎﻣﻠﺔ‬ ‫ﺍﻷﺩﺍﺭﻳﺔ‬ ‫ﺍﳉﻮﺩﺓ‬ ‫ﲢﻘﻴﻖ‬ ‫ﰲ‬ ‫ﺍﻟﻨﺠﺎﺡ‬ ‫ﺇﺳﺮﺍﺭ‬ ، ‫ﺍﻟﻘﺮﺷﻲ‬ ‫ﺭﺩﺓ‬ ‫ﺑﻦ‬ ‫ﺣﺴﲔ‬ ) ‫ﺣﺪﺓ‬ : ، ‫ﻭﺍﻟﺘﻮﺯﻳﻊ‬ ‫ﻟﻠﻨﺸﺸﺮ‬ ‫ﺣﺎﻓﻆ‬ ‫ﺩﺍﺭ‬ ١٤٢٠ ، ‫ﻫـ‬ ١٩٩٩ ‫ﺹ‬، ‫ﻡ‬ ١٨،١٩ ) ٣ ( ، ‫ﺍﻷﻳﺔ‬ ، ‫ﺍﳌﻠﻚ‬ ‫ﺳﻮﺭﺓ‬ ٢
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٣ - ‫ﻴﻌﺭﻑ‬ connell ‫ﻝﻠﻤﻨـﺘﺞ‬ ‫ﺍﻝﻤﺘﻤﻴﺯ‬ ‫ﻭﺍﻷﺩﺍﺀ‬ ‫ﻭﻴـﺭﻯ‬ Ba Ker and Abouzeid ‫ﺃﻥ‬ ‫ﺍﻝﺠﻭ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﺘﻤﻴﺯ‬ ‫ﺍﻷﺩﺍﺀ‬ ‫ﻋﻠﻲ‬ ‫ﻗﺩﺭﺓ‬ ‫ﺃﻜﺜﺭ‬ ‫ﺍﻝﺴﻠﻌﺔ‬ ‫ﺠﻬل‬ ‫ﻫﻲ‬ ‫ﺩﺓ‬ ‫ﺍﻝﻭﻓـﺎﺀ‬ ‫ﺒﺄﻨﻬـﺎ‬ ‫ﺒﺒﺭﻴﻁﺎﻨﻴﺎ‬ ‫ﺍﻻﻗﺘﺼﺎﺩﻴﺔ‬ ‫ﻝﻠﺘﻨﻤﻴﺔ‬ ‫ﺍﻝﻘﻭﻤﻲ‬ ‫ﺍﻝﻤﻜﺘﺏ‬ ‫ﻭﻴﻌﺭﻓﻬﺎ‬ ‫ﺍﻝﺴﻭﻕ‬ ‫ﺍﻝﺒﻴـﻊ‬ ‫ﺒﻌـﺩ‬ ‫ﻤﺎ‬ ‫ﻭﺨﺩﻤﺎﺕ‬ ‫ﺍﻝﺠﻴﺩ‬ ‫ﻭﺍﻷﺩﺍﺀ‬ ‫ﺍﻝﺘﺼﻤﻴﻡ‬ ‫ﺤﻴﺙ‬ ‫ﻤﻥ‬ ‫ﺍﻝﺴﻭﻕ‬ ‫ﺒﻤﺘﻁﻠﺒﺎﺕ‬ ‫ﻭﺍﻝﺨﺼﺎﺌﺹ‬ ‫ﺍﻝﺴﻤﺎﺕ‬ ‫ﺠﻤﻠﺔ‬ ‫ﺒﺄﻨﻬﺎ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻝﻠﻤﻌﺎﻴﻴﺭ‬ ‫ﺍﻷﻤﺭﻴﻜﻲ‬ ‫ﺍﻝﻤﻌﻬﺩ‬ ‫ﻭﻴﻌﺭﻑ‬ ‫ﺃ‬ ‫ﻝﻠﻤﻨﺘﺞ‬ ‫ﺒﺎﺤﺘﻴﺎﺠﺎﺕ‬ ‫ﺍﻝﻭﻓﺎﺀ‬ ‫ﻋﻠﻲ‬ ‫ﻗﺎﺩﺭﺓ‬ ‫ﺘﺠﻌﻠﻬﺎ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﻭ‬ ‫ﻤﻌﻴﻨﺔ‬ . ‫ود‬ ‫א‬ ‫אא‬ ‫ود‬ ‫א‬ ‫אא‬ ‫ود‬ ‫א‬ ‫אא‬ ‫ود‬ ‫א‬ ‫אא‬ : :: : ‫ﻝﻠﺘﻌﻠﻡ‬ ‫ﺩﺭﻭﺱ‬ ‫ﺜﻤﺎﻨﻴﺔ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﺴﺘﺭﺍﺘﻴﺠﻴﺔ‬ ‫ﺘﺘﻤﺜل‬ ‫ﻫﻲ‬ : ) ١ ( ١ - ‫ﺍﻝﺘﻌﻠﻴﻡ‬ ‫ﻭﺍﻝﺘﺩﺭﻴﺏ‬ : ‫ﺇﻥ‬ ‫ﺍﻻﻝﺘﺯﺍﻡ‬ ‫ﺍﻝﻤـﺩﺭﻴﻴﻥ‬ ‫ﺠﻤﻴﻊ‬ ‫ﻭﺘﺩﺭﻴﺏ‬ ‫ﺒﺘﻌﻠﻴﻡ‬ ‫ﻏﺎﻴﺔ‬ ‫ﻓﻲ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺃﻤﺭ‬ ‫ﻴﻌﺘﺒﺭ‬ ‫ﻭﺍﻝﻌﺎﻤﻠﻴﻥ‬ ‫ﺍﻷﻫﻤﻴﺔ‬ . ‫ﺍﻝﻤـﺩﻴﺭﻭﻥ‬ ‫ﺃﻭﻀـﺢ‬ ‫ﻭﻗﺩ‬ ‫ﺘﺤﺩﺜﻭ‬ ‫ﺍﻝﺫﻴﻥ‬ ‫ﺍﻝﻌﻤل‬ ‫ﺒﺠﻤﺎﻋﺔ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﻭﺍﻹﻨﺠﺎﺯﺍﺕ‬ ‫ﺍﻷﻋﻤﺎل‬ ‫ﺃﻥ‬ ‫ﻤﻌﻨﺎ‬ ‫ﺍ‬ ‫ﻝﻬﺎ‬ ‫ﺍﻨﻌﻜﺎﺴﻬﺎ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﻤﺒﺎﺸﺭ‬ ‫ﺍﻝﻤﺩﻴﺭ‬ . ‫ﺍﻝﻤﻠﺘﺯﻤـﺔ‬ ‫ﺍﻝﻌﻤـل‬ ‫ﻓﺠﻤﺎﻋـﺔ‬ ‫ﺘﺘﻘﺎﺒل‬ ‫ﻭﺍﻝﻔﻌﺎﻝﺔ‬ ‫ﺒﺎﻨﺘﻅﺎﻡ‬ ‫ﺘﺤﺴﻴﻨﺎﺕ‬ ‫ﻝﻤﻨﺎﻗﺸﺔ‬ ،‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺠﻤﺎﻋﺎﺕ‬ ‫ﺃﻤﺎ‬ ‫ﺍﻝﺘﺤﻔﻴـﺯ‬ ‫ﺇﻝـﻰ‬ ‫ﺘﻔﺘﻘﺭ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺠﻤﺎﻋﺎﺕ‬ ‫ﻓﻬﻲ‬ ‫ﺫﻝﻙ‬ ‫ﻓﻲ‬ ‫ﺘﻔﺸل‬ ‫ﺍﻝﺘﻲ‬ - ‫ﺭﺍﺠﻊ‬ ‫ﺫﻝﻙ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺴﺒﺏ‬ ‫ﻴﻜﻭﻥ‬ ‫ﻭﺭﺒﻤﺎ‬ ‫ﺇﻝﻰ‬ ‫ﻋﺩﻡ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻭﻗﺘ‬ ‫ﻤﺩﻴﺭﻴﻬﻡ‬ ‫ﻗﻀﺎﺀ‬ ‫ﻅﻬﻭﺭ‬ ‫ﻴﻤﻨﻊ‬ ‫ﺒﺤﻴﺙ‬ ‫ﺠﻴﺩ‬ ‫ﺒﺸﻜل‬ ‫ﻹﻋﺩﺍﺩﻫﻡ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻜﺎﻓﻴ‬ ‫ﺍﻝﻤﺸﺎﻜل‬ . ) ٤ ( ‫ﻭﺍﻟﺒﻴﻬﻘﻲ‬ ‫ﻳﻌﻠﻲ‬ ‫ﺃﺑﻮ‬ ‫ﺭﻭﺍﻩ‬ ) ١ ( ‫ﺗﻜﻨﺴﻮﻥ‬ / ‫ﻓﻴﻠﻴﺐ‬ / ١٤١٦ ‫ﻫـ‬ / ١٩٩٦ ،‫ﻡ‬ ) ‫ﺍﻷﻭﻝ‬ ‫ﺍﳉﺰﺀ‬ ‫ﺍﻟﺸﺎﻣﻠﺔ‬ ‫ﺍﳉﻮﺩﺓ‬ ( ‫ﺍﻟﺸﺎﻣﻠﺔ‬ ‫ﺍﳉﻮﺩﺓ‬ ‫ﻻﺩﺍﺭﺓ‬ ‫ﺍﻟﺼﺤﻴﺢ‬ ‫ﺍﻻﺣﺴﺎﺱ‬ ‫ﺍﻟﺜﻘﺎﰲ‬ ‫ﺍﻟﺘﻐﻴﲑ‬ ‫ﺍﻟﻨﺎﺟﺤﺔ‬ ( ‫ﺹ‬ ‫ﺍﻟﻘﺎﻫﺮﺓ‬ ، ‫ﻟﻼﺩﺍﺭﺓ‬ ‫ﺍﳌﻬﻨﻴﺔ‬ ‫ﺍﳋﺮﺍﺕ‬ ‫ﻣﺮﻛﺰ‬ ، ٢٢ - ٨٢ .
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٤ - ٢ - ‫ﺍﻝﺴﻼﻤﺔ‬ ‫ﻭﺍﻝﺠﻭﺩﺓ‬ : ‫ﺘﻜﻨﻭﻝﻭﺠﻴـﺎ‬ ‫ﻝﺘﺼـﻤﻴﻡ‬ ‫ﺍﻝﻤـﺩﺨل‬ ‫ﻜـﺎﻥ‬ ‫ﻝﻘﺩ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻭﺍﻀـﺤ‬ ‫ﻋﻴـﻭﺏ‬ ‫ﺒﺩﻭﻥ‬ ‫ﻤﻨﺘﺠﺎﺕ‬ ‫ﺇﻨﺘﺎﺝ‬ ‫ﺇﻝﻰ‬ ‫ﻴﺅﺩﻱ‬ ‫ﺒﺸﻜل‬ ‫ﺍﻝﺘﺼﻨﻴﻊ‬ ‫ﺸﺭﻜﺔ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺠﻭل‬ ‫ﻓﻌﻨﺩ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻭﺠﻠﻴ‬ Nippon Denso ‫ﺍﻝﺭﺌﻴﺴﻲ‬ ‫ﺍﻝﻤﻭﺭﺩ‬ ‫ﺍﻝﺴﻴﺎﺭﺍﺕ‬ ‫ﻝﺼﻨﺎﻋﺔ‬ – ‫ﺍﻝﻤﺭﺀ‬ ‫ﻴﺴﺘﻁﻴﻊ‬ ‫ﻻ‬ ‫ﻋـﺩﺩ‬ ‫ﻤﻥ‬ ‫ﻴﻨﺩﻫﺵ‬ ‫ﺃﻥ‬ ‫ﺇﻻ‬ ‫ﺃﺩﻭﺍﺕ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﻭﺠﻭﺩﺓ‬ ‫ﻭﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺴﻼﻤﺔ‬ ‫ﺍﻝﻤﺼﻨﻊ‬ . ٣ - ‫ﺩﻭﺍﺌﺭ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ : ‫ﺍﻝﻤﺩﻴﺭﻴﻥ‬ ‫ﻤﻥ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺠﺩ‬ ‫ﺍﻝﻜﺜﻴﺭﻴﻥ‬ ‫ﺃﻥ‬ ‫ﻨﺠﺩ‬ ‫ﺍﻝﺤﻅ‬ ‫ﻝﺴﻭﺀ‬ ‫ﺍﻝﺒﺩﺍﻴـﺔ‬ ‫ﻫـﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺩﻭﺍﺌﺭ‬ ‫ﺃﻥ‬ ‫ﻴﻌﺘﻘﺩﻭﻥ‬ ‫ﺍﻷﻭﺭﻭﺒﻴﺔ‬ ‫ﺍﻝﺼﻨﺎﻋﺔ‬ ‫ﻓﻲ‬ ‫ﻭﺍﻝﻨﻬﺎﻴﺔ‬ ‫ﻹﺩﺍﺭﺓ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ‫ﺘﻁﺒﻴـﻕ‬ ‫ﻓﻲ‬ ‫ﺍﺨﺘﻼﻑ‬ ‫ﻫﻨﺎﻙ‬ ‫ﻝﻜﻥ‬ ‫ﺒﺩﻭﺍﺌ‬ ‫ﺍﻝﻤﺘﻌﻠﻘﺔ‬ ‫ﺍﻷﻓﻜﺎﺭ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﻭﺠﻭﺩﺓ‬ ‫ﺘﻠﻙ‬ ‫ﻋﻥ‬ ‫ﺍﻝﻴﺎﺒﺎﻥ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺭ‬ ،‫ﺇﻨﺠﻠﺘﺭﺍ‬ ‫ﻴﻤﻜـﻨﻬﻡ‬ ‫ﺠـﻭﺩﺓ‬ ‫ﺩﺍﺌﺭﺓ‬ ‫ﻜل‬ ‫ﺃﻋﻀﺎﺀ‬ ‫ﺃﻥ‬ ‫ﻨﺠﺩ‬ ‫ﺍﻝﻴﺎﺒﺎﻥ‬ ‫ﻓﻔﻲ‬ ‫ﺒﺸﻜل‬ ‫ﺍﻷﺤﺩﺍﺙ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺄﺜﻴﺭ‬ ‫ﺠﻭﻫﺭﻱ‬ . ‫ﺍﻝﻤﻭﺍﻓﻘـﺔ‬ ‫ﻴﺘﻡ‬ ‫ﺍﻝﺨﻁﻁ‬ ‫ﺃﻥ‬ ‫ﻜﻤﺎ‬ ‫ﻓﺭﻴﻕ‬ ‫ﻤﻥ‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﺍﻝﺤﺎل‬ ‫ﻓﻲ‬ ‫ﻭﺘﻨﻔﺫ‬ . ‫ﻨﺤﺘﺎﺝ‬ ‫ﻤﺎ‬ ‫ﻓﺈﻥ‬ ‫ﺇﻝﻰ‬ ‫ﻫﻭ‬ ‫ﺘﻌﻠﻤﻪ‬ ،‫ﺍﻨﻪ‬ ‫ﺇﺫﺍ‬ ‫ﺃﺭﺩﻨﺎ‬ ‫ﺩﻭﺍﺌـﺭ‬ ‫ﻤـﺩﺨل‬ ‫ﺇﺘﺒـﺎﻉ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻹﺩﺍﺭﺓ‬ ‫ﻜﻨﻭﺍﺓ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ،‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﻜـل‬ ‫ﺃﻥ‬ ‫ﻤـﻥ‬ ‫ﺍﻝﺘﺄﻜـﺩ‬ ‫ﻋﻠﻴﻨـﺎ‬ ‫ﻓﻴﺠﺏ‬ ‫ﺍﻝﻀﺒﻁ‬ ‫ﻋﻠﻰ‬ ‫ﺠﻴﺩ‬ ‫ﺒﺸﻜل‬ ‫ﺘﺩﺭﺒﻭﺍ‬ ‫ﻗﺩ‬ ‫ﺍﻝﻌﺎﻤﻠﻴﻥ‬ ‫ﺍﻹﺤﺼﺎﺌﻲ‬ ‫ﻭﺍﻷﺴـﺎﻝﻴﺏ‬ ‫ﻝﻠﺠﻭﺩﺓ‬ ‫ﺍﻝﻤﺘﻌﻠﻘﺔ‬ ‫ﺍﻷﺨﺭﻯ‬ ‫ﺒﻬﺎ‬ . ٤ - ‫ﺍﻻﺘﺼﺎل‬ : ‫ﻤﻬﻨﺩﺴـﻭ‬ ‫ﺃﻝﻘـﻰ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺭﺌﻴﺴﻴﺔ‬ ‫ﺍﻝﻨﻘﺎﻁ‬ ‫ﻤﻥ‬ ‫ﺍﻹﻨﺘـﺎﺝ‬ ‫ﺍﻝ‬ ‫ﻫﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻜﺎﻨﺕ‬ ‫ﺇﺫﺍ‬ ‫ﺃﻨﻪ‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﻌﺎﻤل‬ ) ‫ﺍﻝﻌﻨﺼﺭ‬ ‫ﺃﻭ‬ ( ‫ﻴـﺭﺒﻁ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺍﻝﺠـﻭﺩﺓ‬ ‫ﻭﺇﺩﺍﺭﺓ‬ ‫ﻝﺜﻘﺎﻓﺔ‬ ‫ﺍﻝﺴﺎﺒﻕ‬ ‫ﺍﻝﻤﺘﻁﻠﺏ‬ ‫ﻭﺃﻨﻬﺎ‬ ‫ﻭﺍﻷﻗﺴﺎﻡ‬ ‫ﺍﻝﻭﺤﺩﺍﺕ‬ ‫ﺍﻝﻔﻌﺎﻝﺔ‬ ‫ﺍﻝﻭﺴﺎﺌل‬ ‫ﻤﻥ‬ ‫ﺘﻌﺘﺒﺭ‬ ‫ﺒﺫﻝﻙ‬ ‫ﻓﺈﻨﻬﺎ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﻝﻼﺘﺼﺎل‬ . ‫ﻭﻫﻨـﺎﻙ‬ ‫ﺍﻝﻴﺎﺒﺎﻨﻴﺔ‬ ‫ﺍﻝﻤﻨﻅﻤﺎﺕ‬ ‫ﻤﻥ‬ ‫ﺩﻝﻴل‬ – ‫ﻗﺼﻭﻯ‬ ‫ﺃﻫﻤﻴﺔ‬ ‫ﻝﻪ‬ ‫ﺍﻻﺘﺼﺎل‬ ‫ﺃﻥ‬ ‫ﻋﻠﻰ‬
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٥ - ‫ﻓﻲ‬ ‫ﻫﺫﻩ‬ ‫ﺍﻝﻤﻨﻅﻤﺎﺕ‬ . ‫ﺒﺎﺴﺘﻤﺭﺍﺭ‬ ‫ﻤﺭﺌﻲ‬ ‫ﺘﺫﻜﻴﺭ‬ ‫ﻫﻨﺎﻙ‬ ،‫ﻝﻠﺠـﻭﺩﺓ‬ ‫ﻜﻤـﺎ‬ ‫ﻭﺠﺩﻨﺎ‬ – ‫ﺯﺭﻨﺎﻫﺎ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﻨﻅﻤﺎﺕ‬ ‫ﻜل‬ ‫ﻓﻲ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺘﻘﺭﻴﺒ‬ - ‫ﺘﻨﻅﻴﻤﻴﺔ‬ ‫ﺨﺭﺍﺌﻁ‬ ‫ﺸﺨﺼﻴﺔ‬ ‫ﺼﻭﺭ‬ ‫ﻤﻊ‬ ‫ﻝﻠﻤﺩﻴﺭﻴﻥ‬ . ‫ﻜـﺎﻨﻭﺍ‬ ‫ﺍﻝﻌـﺎﻤﻠﻴﻥ‬ ‫ﺃﻥ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺃﻴﻀ‬ ‫ﻭﻭﺠﺩﻨﺎ‬ ‫ﺒﻤﺸﺭﻓﻴﻬﻡ‬ ‫ﺩﺭﺍﻴﺔ‬ ‫ﻋﻠﻰ‬ ‫ﻭﻤﺴﺌﻭﻝﻴﺎﺘﻬﻡ‬ . ‫ﻓﻌﺎﻝﺔ‬ ‫ﻭﺴﺎﺌل‬ ‫ﺫﺍﺘﻬﺎ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺩﻭﺍﺌﺭ‬ ‫ﻭﺘﻌﺘﺒﺭ‬ ،‫ﻝﻼﺘﺼﺎل‬ ‫ﺍﻝﺘﺭﻜﻴـﺯ‬ ‫ﻭﻝﻜـﻥ‬ ‫ﺍﻻﺘﺼﺎل‬ ‫ﻋﻠﻰ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻤﻨﺼﺒ‬ ‫ﻴﺒﺩﻭ‬ ،‫ﺍﻝﺠﺎﻨﺒﻲ‬ ‫ﻤﻥ‬ ‫ﺃﻜﺜﺭ‬ ‫ﺍﻷﻓﻘﻲ‬ ‫ﺍﻝﺭﺃﺴـﻲ‬ ‫ﺍﻻﺘﺼﺎل‬ . ‫ﺃﻥ‬ ‫ﺃﺩﺭﻜﻭﺍ‬ ‫ﺍﻝﻤﺩﻴﺭﻴﻥ‬ ‫ﺃﻥ‬ ‫ﻴﺒﺩﻭ‬ ‫ﻫﺫﺍ‬ ‫ﻭﻤﻊ‬ ‫ﺍﻷﺴﺎﺱ‬ ‫ﻝﻼﺘﺼﺎل‬ ‫ﻫـﻭ‬ ‫ﺍﻝﻔﻌـﺎل‬ ‫ﺒﻴﻥ‬ ‫ﺍﻻﺘﺼﺎل‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﺘﺭﻜﻴﺯ‬ ،‫ﺍﻷﻗﺴﺎﻡ‬ ‫ﺍﻻﺘﺼﺎل‬ ‫ﺃﻱ‬ ‫ﺍﻷﻓﻘﻲ‬ . ٥ - ‫ﺍﻵﻝﻴﺔ‬ ‫ﻭﺍﻝﺫﻜﺎﺀ‬ ‫ﺍﻝﺼﻨﺎﻋﻲ‬ : ‫ﺍﻹﻨﺴﺎﻥ‬ ‫ﺒﻌﻨﺎﻴﺔ‬ ‫ﺍﻝﻴﺎﺒﺎﻨﻴﻭﻥ‬ ‫ﺩﺭﺱ‬ ‫ﻝﻘﺩ‬ ‫ﺍﻝﻀﺭﻭﺭﺓ‬ ‫ﻋﻨﺩ‬ ‫ﻭﺍﺴﺘﺨﺩﻤﻭﻫﺎ‬ ‫ﻭﺍﻵﻝﻴﺔ‬ ‫ﺍﻵﻝﻲ‬ . ‫ﻋﻨـﺩ‬ ‫ﺒﻠﻔـﻅ‬ ‫ﻭﻴﻘﺼﺩ‬ ‫ﺍﻝﻌﻤﻠﻴﺎﺕ‬ ‫ﺍﻝﻀﺭﻭﺭﺓ‬ ‫ﺍﻷﺨﻁـﺎﺀ‬ ‫ﻤﺭﺍﻗﺒﺔ‬ ‫ﻓﻴﻬﺎ‬ ‫ﺍﻝﺼﻌﺏ‬ ‫ﻤﻥ‬ ‫ﻴﻜﻭﻥ‬ ‫ﺍﻝﺘﻲ‬ ‫ﻤﻤﻠﺔ‬ ‫ﺍﻝﻌﻤل‬ ‫ﻁﺒﻴﻌﺔ‬ ‫ﺘﻜﻭﻥ‬ ‫ﻋﻨﺩﻤﺎ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺒﺸﺭﻴﺔ‬ ،‫ﻭﺭﻭﺘﻴﻨﻴـﺔ‬ ‫ﻭﻜـﺫﻝﻙ‬ ‫ﻝﺘﺸﺘﺕ‬ ‫ﻨﺘﻴﺠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻌﺎﻴﻴﺭ‬ ‫ﺘﺘﺩﻫﻭﺭ‬ ‫ﻋﻨﺩﻤﺎ‬ ‫ﺍﻨﺘﺒﺎﻩ‬ ‫ﺍﻝﻌﻤﺎل‬ . ‫ﻓﺎﻵﻝﻴﺔ‬ ‫ﻤﺎﻝﻴﺔ‬ ‫ﺍﺴﺘﺜﻤﺎﺭﺍﺕ‬ ‫ﺇﻝﻰ‬ ‫ﺘﺤﺘﺎﺝ‬ ،‫ﻀﺨﻤﺔ‬ ‫ﺍﻝﻤﺸـﻜﻠﺔ‬ ‫ﻫـﻲ‬ ‫ﻫﺫﻩ‬ ‫ﻭﻝﻜﻥ‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﺘﻐﻠﺏ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻴﺎﺒﺎﻨﻴﻭﻥ‬ . ‫ﻓﻲ‬ ‫ﻓﺎﻝﺯﻴﺎﺩﺓ‬ ‫ﺍﻹﻨﺘﺎﺠﻴ‬ ‫ﺔ‬ ‫ﻭﺍﻝﺠـﻭﺩﺓ‬ ‫ﻻ‬ ‫ﻴﻤﻜﻥ‬ ‫ﺒﺩﻭﻥ‬ ‫ﺘﺘﺤﻘﻘﺎ‬ ‫ﺃﻥ‬ ‫ﺍﺴﺘﺜﻤﺎﺭﺍﺕ‬ ‫ﻓﻲ‬ ‫ﻀﺨﻤﺔ‬ ‫ﺍﻝﻤﺴـﺘﻘﺒل‬ . ‫ﺇﻨﻬـﻡ‬ ‫ﻤﺨﻁﻁ‬ ‫ﻤﺴﺘﻘﺒﻠﻬﻡ‬ ‫ﺃﻥ‬ ‫ﻴﺅﻜﺩﻭﻥ‬ ،‫ﹰ‬ ‫ﺍ‬‫ﺠﻴﺩ‬ ‫ﺒﺸﻜل‬ ‫ﻭﻤﻘﻭﻡ‬ ‫ﻭﻤﺩﺭﻭﺱ‬ ،‫ﺠﻴﺩ‬ ‫ﺒﺎﻻﻓﺘﺭﺍﺽ‬ ‫ﺍﻻﺨﺘﻴﺎﺭ‬ ‫ﻴﻜﻭﻥ‬ ‫ﻝﻜﻲ‬ ‫ﺍﻝﺘﻤﻭﻴل‬ ‫ﻤﺴﺄﻝﺔ‬ ‫ﻴﻨﺎﻗﺸﻭﻥ‬ ‫ﺫﻝﻙ‬ ‫ﻭﺒﻌﺩ‬ ‫ﺍﻝﻁﺒﻴﻌﻴﺔ‬ ‫ﺍﻝﻨﻬﺎﻴﺔ‬ ‫ﻫﻭ‬ ‫ﻭﺍﻻﺴﺘﺜﻤﺎﺭ‬ ‫ﻝﻸﻤﻭﺭ‬ . ‫ﺇﻥ‬ ‫ﺍﺘﺨﺎﺫ‬ ‫ﻗﺭﺍﺭ‬ ‫ﺍﻻﺴﺘﺜﻤﺎﺭ‬ ‫ﻋﻠﻴﻬﻡ‬ ‫ﻤﺤﺭﻡ‬ .
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٦ - ٦ - ‫ﺍﻝ‬ ‫ﻘﻴﺎﺱ‬ ‫ﻭﺍﻝﻌﺭﺽ‬ : ‫ﺒﻌـﺭﺽ‬ ‫ﻤﻭﻝﻌـﻭﻥ‬ ‫ﺍﻝﻴﺎﺒـﺎﻨﻴﻴﻥ‬ ‫ﺃﻥ‬ ‫ﻴﺒـﺩﻭ‬ ،‫ﻤﻭﺍﻫﺒﻬﻡ‬ ‫ﻭﻝﻜﻥ‬ ‫ﻓﻘﻁ‬ ‫ﺇﺒﺩﺍﻋﻲ‬ ‫ﺸﻜل‬ ‫ﻓﻲ‬ ‫ﻝﻴﺱ‬ ‫ﺃﻴﻀـﺎ‬ ‫ﺸـﻜل‬ ‫ﻓـﻲ‬ ‫ﻤﻌﻠﻭﻤﺎﺘﻲ‬ . ‫ﺇﻨﻙ‬ ‫ﻻ‬ ‫ﺘﺴﺘﻁﻴﻊ‬ ‫ﻋﻠﻰ‬ ‫ﺘﺘﻌﺭﻑ‬ ‫ﺃﻥ‬ ‫ﺩﻭﻥ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺒﻌﻴﺩ‬ ‫ﺘﺘﺤﺭﻙ‬ ‫ﺃﻥ‬ ‫ﻤﻥ‬ ‫ﻜل‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﺤﻘﻕ‬ ‫ﺍﻝﻨﺠﺎﺡ‬ ،‫ﺍﻹﻨﺘﺎﺠﻴﺔ‬ ‫ﻤﻌﺩﻻﺕ‬ ‫ﻭﺘﺨﻔﻴﺽ‬ ،‫ﺍﻝﻌﻴﻭﺏ‬ ‫ﻭﺘﺨﻔﻴﺽ‬ ،‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﺘﺤﺴﻴﻥ‬ ‫ﺍﻝﺘﻜﺎﻝﻴﻑ‬ . ‫ﻤﺘﺄ‬ ‫ﺍﻝﻴﺎﺒﺎﻨﻴﻴﻥ‬ ‫ﺇﻥ‬ ‫ﻋﻥ‬ ‫ﻝﺤﻅﻴﺔ‬ ‫ﺒﺒﻴﺎﻨﺎﺕ‬ ‫ﺍﻻﺤﺘﻔﺎﻅ‬ ‫ﻤﻥ‬ ‫ﻜﺩﻭﻥ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ . ‫ﻓﺈﺫﺍ‬ ‫ﻤﺸﻜﻠﺔ‬ ‫ﻅﻬﺭﺕ‬ ‫ﻓﺈﻨﻬﻡ‬ ‫ﺍﻝﺒﻴﺎﻨﻴـﺔ‬ ‫ﺍﻝﺭﺴـﻭﻡ‬ ‫ﺃﺴﺎﻝﻴﺏ‬ ‫ﺒﺎﺴﺘﺨﺩﺍﻡ‬ ‫ﺍﻷﺩﺍﺀ‬ ‫ﻴﺭﺍﻗﺒﻭﻥ‬ ‫ﻝﺘﻭﻀﻴﺢ‬ ‫ﺍﻝﻤﺸﺎﻜل‬ . ‫ﺍﻝﺘﻘـﺩﻡ‬ ‫ﻤﺩﻯ‬ ‫ﻝﺘﻭﻀﻴﺢ‬ ‫ﺠﻬﺩﻫﻡ‬ ‫ﻗﺼﺎﺭﻯ‬ ‫ﻴﺒﺫﻝﻭﻥ‬ ‫ﺃﻨﻬﻡ‬ ‫ﻜﻤﺎ‬ ‫ﻤﺠـﺎﻻﺕ‬ ‫ﻋﻠـﻰ‬ ‫ﺍﻝﻀﻭﺀ‬ ‫ﻭﻴﺴﻠﻁﻭﻥ‬ ‫ﻴﺤﻘﻘﻭﻨﻪ‬ ‫ﺍﻝﺫﻱ‬ ،‫ﺍﻻﻫﺘﻤـﺎﻡ‬ ‫ﻭﻴﻌﺯﻝـﻭﻥ‬ ‫ﺍﻻﺘﺠﺎﻫﺎﺕ‬ ‫ﺍﻝﻤﺯﻋﺠﺔ‬ . ٧ - ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﻬﻭﻡ‬ ‫ﻤﺠﺭﺩ‬ ‫ﻝﻴﺴﺕ‬ ‫ﺘﺼﻨﻴﻌﻲ‬ : ‫ﺍﻝﻤﻭﺠـﻭﺩ‬ ‫ﺍﻝﻨﺤﻭ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﺨﺩﻤﺎﺕ‬ ‫ﻗﻁﺎﻉ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﻬﻭﻡ‬ ‫ﺘﺭﺴﺦ‬ ‫ﻝﻘﺩ‬ ‫ﻗﻁﺎﻉ‬ ‫ﻓﻲ‬ ‫ﻋﻠﻴﻪ‬ ‫ﺍﻝﺘﺼﻨﻴﻊ‬ . ‫ﺍﻝﺦ‬ . ‫ﺍﻝﺠـﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺘﻁﺒـﻕ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻹﻨﺠﻠﻴﺯﻴﺔ‬ ‫ﻜﺎﺕ‬ ‫ﺍﻝﻤﺭﺓ‬ ‫ﻤﻥ‬ ‫ﺼﺤﻴﺢ‬ ‫ﺒﺸﻜل‬ ‫ﺘﺅﺩﻱ‬ ‫ﺍﻝﺨﺩﻤﻴﺔ‬ ‫ﺍﻝﻨﻭﺍﺤﻲ‬ ‫ﻜل‬ ‫ﺃﻥ‬ ‫ﻋﻠﻰ‬ ‫ﺘﺅﻜﺩ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﻭﻋﻘﻭﺩ‬ ،‫ﺍﻝﺘﺴﻠﻴﻡ‬ ‫ﻭﺘﺸﻤل‬ ‫ﺍﻷﻭﻝﻰ‬ ‫ﻭﺍﻝﻔﻭﺍﺘﻴﺭ‬ . . ‫ﺍﻝﺦ‬ . ‫ﹰ‬ ‫ﺍ‬‫ﺠﺩ‬ ‫ﻭﺍﻀﺢ‬ ‫ﻭﻫﺫﺍ‬ ‫ﻓﻲ‬ ،‫ﺍﻝﻴﺎﺒﺎﻥ‬ ‫ﻤﺒﺎﺩﺉ‬ ‫ﺃﻥ‬ ‫ﻋﺩﺍ‬ ‫ﺍﻝﻤﺤﺩﺩ‬ ‫ﺍﻝﻭﻗﺕ‬ ‫ﻓﻲ‬ (JIT) ‫ﻤﻌﻅﻡ‬ ‫ﺘﻁﺒﻘﻬﺎ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺒﺎﻝﻨﺴـﺒﺔ‬ ‫ﺍﻝﻤﺤـﺩﺩ‬ ‫ﺍﻝﻭﻗﺕ‬ ‫ﻓﻲ‬ ‫ﺒﺎﻝﻤﺩﻓﻭﻋﺎﺕ‬ ‫ﻤﺒﺎﺸﺭﺓ‬ ‫ﻤﺭﺘﺒﻁﺔ‬ ‫ﺘﻜﻭﻥ‬ ‫ﺍﻝﺸﺭﻜﺎﺕ‬ ‫ﻭﺍﻝﺨﺩﻤﺎﺕ‬ ‫ﻝﻠﺴﻠﻊ‬ ‫ﺍﻝﻤﺸﺘﺭﺍﺓ‬ – ‫ﻝﻤﺩﺓ‬ ‫ﺍﻝﺩﻓﻊ‬ ‫ﺸﺭﻭﻁ‬ ‫ﺘﺄﺠﻴل‬ ‫ﻭﻝﻴﺱ‬ ٦٠ ‫ﺃﻭ‬ ٩٠ ‫ﻴﻭﻡ‬ . ٨ - ‫ﻁﻭﻴل‬ ‫ﺍﻝﺘﺨﻁﻴﻁ‬ ‫ﺍﻷﺠل‬ : ‫ﻝﻠﻘﻭل‬ ‫ﺤﺎﺠﺔ‬ ‫ﻫﻨﺎﻙ‬ ‫ﻝﻴﺱ‬ ‫ﺍﻝﻴﺎﺒﺎﻨﻴﻴﻥ‬ ‫ﺒﺄﻥ‬ ‫ﺒﺸـﺌﻭﻥ‬ ‫ﺍﻝﺸـﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻓﻠﺴﻔﺔ‬ ‫ﻴﺨﻠﻘﻭﺍ‬ ‫ﺃﻥ‬ ‫ﻴﺴﺘﻁﻴﻌﻭﻥ‬ ‫ﻻ‬
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٧ - ‫ﺍﻷﺠل‬ ‫ﻓﻲ‬ ‫ﻝﺠﻬﻭﺩﻫﻡ‬ ‫ﺘﻜﺭﻴﺱ‬ ،‫ﺍﻝﻁﻭﻴل‬ ‫ﻭﺃﺘﺒﺎﻉ‬ ‫ﺃﺴـﻠﻭﺏ‬ ‫ﺍﻝﺘﺨﻁـﻴﻁ‬ ‫ﺍﻻﺴﺘﺭﺍﺘﻴﺠﻲ‬ . ‫ﺍﻷﺴﻭﺍﻕ‬ ‫ﻓﻲ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻨﺠﺎﺤ‬ ‫ﻓﻴﻬﺎ‬ ‫ﺤﻘﻘﻭﺍ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﺠﺎﻻﺕ‬ ‫ﻫﻲ‬ ‫ﻤﺎ‬ ‫ﻝﻜﻥ‬ ‫ﻭﺍﺤﺘﻠـﻭﺍ‬ ‫ﺍﻝﻤﺠـﺎﻻ‬ ‫ﻤـﻥ‬ ‫ﺍﻝﻌﺩﻴـﺩ‬ ‫ﻋﻠﻰ‬ ‫ﺭﻜﺯﻭﺍ‬ ‫ﻝﻘﺩ‬ ‫ﹰ؟‬ ‫ﺎ‬‫ﻗﻭﻴ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺘﻨﻔﺴﻴ‬ ‫ﹰ‬ ‫ﺍ‬‫ﻤﺭﻜﺯ‬ ‫ﻓﻴﻬﺎ‬ ‫ﻤﺜـل‬ ‫ﺕ‬ ،‫ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺎﺕ‬ ،‫ﻭﺍﻝﺴﻴﺎﺭﺍﺕ‬ ‫ﻋﺩﻴﺩﺓ‬ ‫ﻭﻝﺴﻨﻭﺍﺕ‬ ‫ﻭﺍﻝﺩﺭﺍﺠﺎﺕ‬ ،‫ﻤﺎﻀﻴﺔ‬ ‫ﺃﻨﻬـﻡ‬ ‫ﻜﻤﺎ‬ ‫ﺯﻴـﺎﺩﺓ‬ ‫ﺃﺠـل‬ ‫ﻤـﻥ‬ ‫ﺃﻭﺭﻭﺒﺎ‬ ‫ﻓﻲ‬ ‫ﻭﺍﻝﻘﻴﻭﺩ‬ ‫ﺍﻝﻌﻭﺍﺌﻕ‬ ‫ﺘﺨﻁﻲ‬ ‫ﻓﻲ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺩﺍﺌﻤ‬ ‫ﻴﻔﻜﺭﻭﻥ‬ ‫ﺤﺼﺘﻬﻡ‬ ‫ﺍﻝﺴﻭﻗﻴﺔ‬ . ‫ﺍﻷﻭﺭﻭﺒﻴـﺔ‬ ‫ﺍﻝﺸـﺭﻜﺎﺕ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻌﺩﻴﺩ‬ ‫ﻤﺤﺎﻭﻝﺔ‬ ‫ﻤﻥ‬ ‫ﻭﺒﺎﻝﺭﻏﻡ‬ ‫ﺍﻝﺸﺭﻜﺎﺕ‬ ‫ﻜﻔﺎﺀﺓ‬ ‫ﺒﻨﻔﺱ‬ ‫ﻝﻴﺴﺕ‬ ‫ﺃﻨﻬﺎ‬ ‫ﺇﻻ‬ ‫ﺒﺎﻝﻴﺎﺒﺎﻨﻴﻴﻥ‬ ‫ﺍﻝﻠﺤﺎﻕ‬ ‫ﺍﻝﻴﺎﺒﺎﻨﻴﺔ‬ . ‫ﺇﺩﺍﺭﺓ‬ ‫ﺇﻥ‬ ‫ﻴﻜـﻭﻥ‬ ‫ﻭﺭﺒﻤﺎ‬ ‫ﺍﻻﺴﺘﺭﺍﺘﻴﺠﻴﺔ‬ ‫ﺼﻴﺎﻏﺔ‬ ‫ﻓﻲ‬ ‫ﹰ‬ ‫ﺍ‬‫ﻜﺒﻴﺭ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺩﻭﺭ‬ ‫ﺘﻠﻌﺏ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻴﻤﻜﻥ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺩﺭﻭﺱ‬ ‫ﺃﻫﻡ‬ ‫ﻫﻭ‬ ‫ﺫﻝﻙ‬ ‫ﺘﻌﻠﻤﻬﺎ‬ . ‫ود‬ ‫א‬45‫אوאلא‬ ‫ود‬ ‫א‬45‫אوאلא‬ ‫ود‬ ‫א‬45‫אوאلא‬ ‫ود‬ ‫א‬45‫אوאلא‬ : : : : ‫ﻤﺠﻤﻭﻋﺘﻴﻥ‬ ‫ﺇﻝﻲ‬ ‫ﺘﻘﺴﻴﻤﻬﺎ‬ ‫ﻴﻤﻜﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻤﺅﺜﺭﺓ‬ ‫ﺍﻝﻌﻭﺍﻤل‬ ‫ﺘﺘﻨﻭﻉ‬ ) ١ ( ‫ﹰ‬ ‫ﻻ‬‫ﺃﻭ‬ : ‫ﺍﻝﺨﺎﺭﺠﻴﺔ‬ ‫ﺍﻝﻤﺤﺩﺩﺍﺕ‬ ‫ﻭﺘﺸﻤل‬ ‫ﺍﻷﻭﻝﻲ‬ ‫ﺍﻝﻤﺠﻤﻭﻋﺔ‬ ‫ﻭﺃﻫﻤﻬﺎ‬ : ١ - ‫ﺒﺸﺄﻥ‬ ‫ﺍﻝﺘﻭﻗﻌﺎﺕ‬ ‫ﺜﻡ‬ ‫ﻭﻤﻥ‬ ‫ﺍﻝﻌﻤﻼﺀ‬ ‫ﺃﺫﻭﺍﻕ‬ ‫ﺘﻐﻴﺭ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ . ٢ - ‫ﺤﺩﺓ‬ ‫ﻤﺩﻯ‬ ‫ﺍﻝﻤﻨﺎﻓﺴﺔ‬ : ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﺘﺸـﺩﻴﺩ‬ ‫ﻴﺯﻴﺩ‬ ‫ﺃﻥ‬ ‫ﻴﻤﻜﻥ‬ ‫ﺯﺍﺩﺕ‬ ‫ﻓﻜﻠﻤﺎ‬ ‫ﺍﻝﻨـﻭﺍﺘﺞ‬ ‫ﻤـﻥ‬ ‫ﺘﻔﺤـﺹ‬ ‫ﺍﻝﺘـﻲ‬ ‫ﺍﻝﻌﻴﻨﺔ‬ ‫ﻭﺤﺠﻡ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻌﺎﻴﻴﺭ‬ ‫ﺇﺯﺍﺀ‬ ‫ﺍﻝﻤﺭﺤﻠﻴﺔ‬ ‫ﻭﺍﻝﻨﻬﺎﺌﻴﺔ‬ . ) ٣ ( ‫ﺍﳌﻨﺘﺠﺎﺕ‬ ‫ﺟﻮﺩﺓ‬ ‫ﻭﻣﺮﺍﻗﺒﺔ‬ ‫ﲣﻄﻴﻂ‬ ، ‫ﺍﶈﺴﻦ‬ ‫ﻋﺒﺪ‬ ‫ﳏﻤﺪ‬ ‫ﺗﻮﻓﻴﻖ‬ : ‫ﺍﻟﺸﺎﻣﻠﺔ‬ ‫ﺍﳉﻮﺩﺓ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻣﺪﺧﻞ‬ ) ‫ﺍﻟﻘﺎﻫﺮﺓ‬ : ، ‫ﺍﻟﻌﺮﺑﻴﺔ‬ ‫ﺍﻟﻨﻬﻀﺔ‬ ‫ﺩﺍﺭ‬ ١٩٩٦ ‫ﻡ‬ ( ‫ﺹ‬ ١٣ - ١٦
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٨ - ٣ - ‫ﺍﻝﺠﻬﺎﺕ‬ ‫ﺘﻁﻭﺭﻫﺎ‬ ‫ﺃﻭ‬ ‫ﺘﺤﺩﺩﻫﺎ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﻌﺎﻴﻴﺭ‬ ‫ﺍﻝﻤﺨﺘﺼﺔ‬ ‫ﺍﻝﺤﻜﻭﻤﻴﺔ‬ : ‫ﻭﺍﻝﻤﻘﺎ‬ ‫ﺒﺎﻝﻤﻭﺼﻔﺎﺕ‬ ‫ﺒﻬﺎ‬ ‫ﺍﻝﻤﻨﺘﺠﺔ‬ ‫ﺍﻝﺸﺭﻜﺎﺕ‬ ‫ﺍﻝﺘﺯﺍﻡ‬ ‫ﻴﺘﻌﻴﻥ‬ ‫ﻭﺍﻝﺘﻲ‬ ‫ﻴﻴﺱ‬ . ٤ - ‫ﻋﻠﻲ‬ ‫ﺍﻝﻁﻠﺏ‬ ‫ﺍﺴﺘﻘﺭﺍﺭ‬ ‫ﺩﺭﺠﺔ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ : ‫ﻭﺃﺴﺘﻘﺭ‬ ‫ﺍﻝﻁﻠﺏ‬ ‫ﺃﺴﺘﻤﺭ‬ ‫ﻓﻜﻤﺎ‬ ‫ﻝﺘﺤﺴـﻴﻥ‬ ‫ﻭﺍﻝﺘﻁـﻭﻴﺭ‬ ‫ﺍﻝﺒﺤﻭﺙ‬ ‫ﺒﺭﺍﻤﺞ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻷﻨﻔﺎﻕ‬ ‫ﻋﻠﻲ‬ ‫ﺫﻝﻙ‬ ‫ﺸﺠﻊ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٥ - ‫ﺍﻝﺒﺤﻭﺙ‬ ‫ﻝﻌﻤﻠﻴﺔ‬ ‫ﺍﻝﺩﻭﻝﺔ‬ ‫ﺩﻋﻡ‬ ‫ﻤﺩﻯ‬ ‫ﻭﺍﻝﺘﻁﻭﻴﺭ‬ : ‫ﻓـﻲ‬ ‫ﺘﺴـﻬﻡ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﺠﺎﻻﺕ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻔﻨﻲ‬ ‫ﻭﺍﻝﺩﻋﻡ‬ ‫ﺍﻝﺘﺩﺭﻴﺏ‬ ‫ﻭﺘﻭﻓﻴﺭ‬ ‫ﺘﻁـﻭﻴﺭ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺎﻝﻑ‬ ‫ﻤﺨﺘﻠﻑ‬ ‫ﻋﻠﻲ‬ ‫ﻭﺍﻝﻘﻀﺎﺀ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺃﻭ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ ‫ﺍﻝﻤﻭﺍﺩ‬ . ‫ﹰ‬ ‫ﺎ‬‫ﺜﺎﻨﻴ‬ : ‫ﺍﻝﺩﺍﺨﻠﻴﺔ‬ ‫ﺍﻝﻤﺤﺩﺩﺍﺕ‬ ‫ﻓﻲ‬ ‫ﻭﺘﺘﻤﺜل‬ ‫ﺍﻝﺜﺎﻨﻴﺔ‬ ‫ﺍﻝﻤﺠﻤﻭﻋﺔ‬ ‫ﺍﻝﺘﺎﻝﻴﺔ‬ : ) ٢ ( ١ - ‫ﺘﺼﻤﻴﻡ‬ ‫ﺠﻭﺩﺓ‬ ‫ﻤﺴﺘﻭﻯ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ : ‫ﺘﻬﺩﻑ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺴﻭﻕ‬ ‫ﺩﺭﺍﺴﺎﺕ‬ ‫ﻨﺘﺎﺌﺞ‬ ‫ﻀﻭﺀ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ ‫ﺃﻥ‬ ‫ﻴﻔﺘﺭﺽ‬ ‫ﺤﻴﺙ‬ ‫ﺇﻝﻲ‬ : ‫ﺃ‬ - ‫ﺘﺨﺩﻤﻬﻡ‬ ‫ﺍﻝﺫﻴﻥ‬ ‫ﺍﻝﻌﻤﻼﺀ‬ ‫ﺃﻨﻭﺍﻉ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﺍﻝﺸﺭﻜﺔ‬ . ‫ﺏ‬ - ‫ﻋﻠﻲ‬ ‫ﺍﻝﺘﻌﺭﻑ‬ ‫ﻭﻋﺎﺩﺍﺘﻬﻡ‬ ‫ﺩﻭﺍﻓﻌﻬﻡ‬ ‫ﺍﻻﺴﺘﻬﻼﻜﻴﺔ‬ . ‫ﺝ‬ - ‫ﺍﻝﻤﻨﺘﺠﺎﺕ‬ ‫ﺨﺼﺎﺌﺹ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﺍﻝﻤﻨﺎﻓﺴﺔ‬ . ‫ﺩ‬ - ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﻤﻨﺎﺴﺒﺔ‬ ‫ﻤﺩﻯ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﻋﻠﻲ‬ ‫ﻴﺴﺎﻋﺩ‬ ‫ﻤﻨﺘﺞ‬ ‫ﻜل‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻁﻠﺏ‬ ‫ﺤﺠﻡ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﺇﻥ‬ ‫ﺍﻝﻁﻠـﺏ‬ ‫ﺤﺴﺏ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﺇﺯﺍﺀ‬ ‫ﻤﺴﺘﻤﺭ‬ ‫ﺃﻭ‬ ‫ﻜﺒﻴﺭ‬ ‫ﺍﻝﻁﻠﺏ‬ ‫ﻜﺎﻥ‬ ‫ﺇﻥ‬ ‫ﺍﻝﻨﻤﻁﻲ‬ ‫ﺃﻭ‬ ‫ﻤﺤﺩﺩ‬ ‫ﻜﺎﻥ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻤﺘﻘﻁﻌ‬ . ) ٢ ( ‫ﺍﳌ‬ ‫ﺹ‬ ، ‫ﺍﻟﺴﺎﺑﻖ‬ ‫ﺮﺟﻊ‬ ١٤ - ١٦ .
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٩ - ٢ - ‫ﻋﻤﻠﻴﺔ‬ ‫ﺘﺼﻤﻴﻡ‬ ‫ﺠﻭﺩﺓ‬ ‫ﻤﺴﺘﻭﻯ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ . ‫ﻋﻤﻠﻴﺔ‬ ‫ﺒﻬﺎ‬ ‫ﺘﻤﺭ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﺭﺍﺤل‬ ‫ﺠﻤﻴﻊ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﺘﺼﻤﻴﻡ‬ ‫ﺠﻭﺩﺓ‬ ‫ﺘﺘﻭﻗﻑ‬ ‫ﻭﻫﻨﺎ‬ ‫ﻋﺎﻤـل‬ ‫ﻝﻜل‬ ‫ﺍﻝﻌﻤل‬ ‫ﻭﺘﺼﻤﻴﻡ‬ ‫ﺍﻝﺩﺍﺨﻠﻴﺔ‬ ‫ﺍﻝﻌﻨﺎﺼﺭ‬ ‫ﻜل‬ ‫ﺘﺠﻤﻴﻊ‬ ‫ﺤﻴﺙ‬ ‫ﻤﻥ‬ ‫ﺍﻝﺘﺼﻤﻴﻡ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻤﺭﺍﻗﺒﺔ‬ ‫ﻨﻅﺎﻡ‬ ‫ﻭﻜﺫﻝﻙ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٣ - ‫ﺃﺩﺍﺀ‬ ‫ﻤﺴﺘﻭﻯ‬ ‫ﺍﻝﻌﻤﺎﻝﻴﺔ‬ : ‫ﺍﻷﻓﺭﺍﺩ‬ ‫ﺴﻴﺎﺴﺎﺕ‬ ‫ﻭﺘﻜﺎﻤل‬ ‫ﻓﻌﺎﻝﻴﺔ‬ ‫ﻤﻥ‬ ‫ﻴﺄﺘﻲ‬ ‫ﻭﻫﺫﺍ‬ ‫ﻤﺜل‬ : ‫ﺃ‬ - ‫ﻭﻅﻴﻔﺔ‬ ‫ﻓﻲ‬ ‫ﻭﺍﻝﺘﻌﻴﻴﻥ‬ ‫ﺍﻻﺨﺘﻴﺎﺭ‬ ‫ﺍ‬ ‫ﻝﻤﻨﺎﺴﺒﺔ‬ . ‫ﺏ‬ - ‫ﻭﺍﻝﺴﻠﻭﻜﻴﺔ‬ ‫ﺍﻝﻔﻨﻴﺔ‬ ‫ﺍﻝﻤﻬﺎﺭﺍﺕ‬ ‫ﻝﺘﻬﻴﺌﺔ‬ ‫ﻭﺍﻝﺘﻨﻤﻴﺔ‬ ‫ﺍﻝﺘﺩﺭﻴﺏ‬ ‫ﺍﻝﻼﺯﻤﺔ‬ . ‫ﺝ‬ - ‫ﺍﻷﺩﺍﺀ‬ ‫ﻭﺘﻌﻤﻴﻡ‬ ‫ﺍﻝﺘﺤﻀﻴﺭ‬ . ٤ - ‫ﻤﺴﺘﻠﺯﻤﺎﺕ‬ ‫ﺠﻭﺩﺓ‬ ‫ﻤﺴﺘﻭﻯ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﺍﻝﻤﺎﻝﻴﺔ‬ : ‫ﺃﻋﻤﺎﺭﻫﺎ‬ ‫ﻭﺘﻭﺍﺯﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺤﻴﺙ‬ ‫ﻤﻥ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﻤﺴﺘﻠﺯﻤﺎﺕ‬ ‫ﺘﺠﺎﻨﺱ‬ ‫ﺍﻝﻤﻬﻡ‬ ‫ﻤﻥ‬ ‫ﺍﻝـﻭﻅﻴﻔ‬ ‫ﺍﻷﺩﺍﺀ‬ ‫ﻴﺒﻁـل‬ ‫ﺃﻭ‬ ‫ﻴﻌﻭﻕ‬ ‫ﻤﻤﺎ‬ ‫ﻫﺎﻡ‬ ‫ﻋﻨﺼﺭ‬ ‫ﻴﺒﻠﻰ‬ ‫ﻻ‬ ‫ﺒﺤﻴﺙ‬ ‫ﺍﻹﻨﺘﺎﺠﻴﺔ‬ ‫ﻲ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺃﻭ‬ ‫ﻝﻠﺴﻠﻌﺔ‬ ‫ﻜﻜل‬ . ٥ - ‫ﺒﻌﺩ‬ ‫ﻤﺎ‬ ‫ﺨﺩﻤﺎﺕ‬ ‫ﻓﻌﺎﻝﻴﺔ‬ ‫ﻤﺩﻯ‬ ‫ﺍﻝﺒﻴﻊ‬ : ‫ﺇﺭﺸﺎﺩﺍﺕ‬ ‫ﺃﻭ‬ ‫ﻜﺘﻴﺒﺎﺕ‬ ‫ﺘﻘﺩﻴﻡ‬ ‫ﻤﺜل‬ ‫ﺃﺜـﺭ‬ ‫ﻋﻨﻬﺎ‬ ‫ﻤﺯﺍﻴﺎﻫﺎ‬ ‫ﻭﻤﻌﺭﻓﺔ‬ ‫ﺍﻝﻤﻘﺩﻤﺔ‬ ‫ﺍﻝﺨﺩﻤﺎﺕ‬ ‫ﺍﺴﺘﺨﺩﺍﻡ‬ ‫ﻜﻴﻔﻴﺔ‬ ‫ﺒﺸﺄﻥ‬ ‫ﻤﺴﺘﻭﻯ‬ ‫ﻋﻠﻲ‬ ‫ﻓﻌﺎل‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٦ - ‫ﻓﻌـﺎل‬ ‫ﻨﻅﺎﻡ‬ ‫ﻭﺠﻭﺩ‬ ‫ﺃﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻝﻤﻌﻠﻭﻤﺎﺕ‬ ‫ﻓﻌﺎل‬ ‫ﻨﻅﺎﻡ‬ ‫ﺘﻭﺍﻓﺭ‬ ‫ﻤﺩﻯ‬ ‫ﺍ‬ ‫ﺒﺎﻨﺤﺭﺍﻓﺎﺕ‬ ‫ﺍﻝﺘﻨﺒﺅ‬ ‫ﻋﻠﻲ‬ ‫ﻴﺴﺎﻋﺩ‬ ‫ﻝﻠﻤﻌﻠﻭﻤﺎﺕ‬ ‫ﺃﻭ‬ ‫ﺤـﺩﻭﺜﻬﺎ‬ ‫ﻗﺒل‬ ‫ﻝﺠﻭﺩﺓ‬ ‫ﺫﻝـﻙ‬ ‫ﻴﺴﺎﻋﺩ‬ ‫ﻜﻤﺎ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻨﻌﺩﺍﻡ‬ ‫ﺃﻭ‬ ‫ﻭﺘﺨﻔﻴﺽ‬ ‫ﺤﺩﻭﺜﻬﺎ‬ ‫ﻓﻭﺭ‬ ‫ﺍﻜﺘﺸﺎﻓﻬﺎ‬ ‫ﺴﺒل‬ ‫ﺃﻨﺴﺏ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻌﻼﺝ‬ .
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٢٠ - ٧ - ‫ﻓﺤﺹ‬ ‫ﻨﻅﺎﻡ‬ ‫ﻓﻌﺎﻝﻴﺔ‬ ‫ﻤﺩﻯ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ : ‫ﺍﻝﺼﺩﺩ‬ ‫ﻫﺫﺍ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻔﻌﺎﻝﻴﺔ‬ ‫ﺘﺘﻭﻗﻑ‬ ‫ﺍﻋﺘﺒﺎﺭﺍﺕ‬ ‫ﻋﺩﺓ‬ ‫ﻋﻠﻲ‬ ‫ﺃﻫﻤﻬﺎ‬ : ‫ﺃ‬ - ‫ﻭﻭﻀـﻊ‬ ‫ﺍﻝﻌﻴﻨﺎﺕ‬ ‫ﺴﺤﺏ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﻨﺎﺴﺒﺔ‬ ‫ﺍﻹﺤﺼﺎﺌﻴﺔ‬ ‫ﺍﻷﺴﺎﻝﻴﺏ‬ ‫ﺍﺴﺘﺨﺩﺍﻡ‬ ‫ﻤﺩﻯ‬ ‫ﻭﺍﻝﺘﺤﻠ‬ ‫ﺍﻝﻔﺤﺹ‬ ‫ﻝﻨﺘﺎﺌﺞ‬ ‫ﻴل‬ ‫ﺍﻝﺒﺤﺙ‬ . ‫ﺏ‬ - ‫ﺍﻝﻌﺎﻤﻠﻴﻥ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻼﺯﻤﺔ‬ ‫ﺍﻝﻤﻬﺎﺭﺍﺕ‬ ‫ﺘﻭﺍﻓﺭ‬ ‫ﻤﺩﻯ‬ ‫ﺒﺎﻝﻔﺤﺹ‬ . ‫ﺝ‬ - ‫ﺍﻝﻤﻨﺎﺴـﺒﺔ‬ ‫ﺍﻝﻔﺤـﺹ‬ ‫ﺒـﺄﺠﻬﺯﺓ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﻤﺨﺘﺒﺭﺍﺕ‬ ‫ﻤﻌﺎﻤل‬ ‫ﺘﺯﻭﻴﺩ‬ ‫ﻤﺩﻯ‬ ‫ﺒﺎﻝﺤﺎﺴﺏ‬ ‫ﺍﻝﻔﺤﺹ‬ ‫ﻭﻨﻅﻡ‬ ‫ﺍﻹﻝﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺍﻷﺠﻬﺯﺓ‬ ‫ﻭﻻﺴﻴﻤﺎ‬ ‫ﺍﻵﻝﻲ‬ . ٨ - ‫ﺍﻝﻤﻭﺍﺭﺩ‬ ‫ﻜﻔﺎﻴﺔ‬ ‫ﻤﺩﻯ‬ ‫ﺍﻝﻤﺎﻝﻴﺔ‬ : ‫ﻤﻨﺎﺴـﺏ‬ ‫ﺃﻭ‬ ‫ﻜﺎﻑ‬ ‫ﻗﺩﺭ‬ ‫ﺘﻭﻓﺭ‬ ‫ﻴﺴﺎﻋﺩ‬ ‫ﺘﻬﻴﺌﺔ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻤﺎﻝﻴﺔ‬ ‫ﺍﻝﻤﻭﺍﺭﺩ‬ ‫ﻓﻲ‬ ‫ﻝﻠﺠﻭﺩﺓ‬ ‫ﻤﻘﻭﻤﺎﺕ‬ ‫ﻋﺩﺓ‬ ‫ﻤﺜل‬ . ‫ﺃ‬ - ‫ﻤﻬﺎﺭﺓ‬ ‫ﺒﻤﺴﺘﻭﻯ‬ ‫ﻋﺎﻤﻠﻴﻥ‬ ‫ﺘﻌﻴﻴﻥ‬ ‫ﻋﺎﻝﻴﺔ‬ . ‫ﺏ‬ - ‫ﺍﻝﺘﺩﺭﻴﺏ‬ ‫ﺒﺭﺍﻤﺞ‬ ‫ﻋﻭﺍﻤل‬ ‫ﺍﻝﻤﻨﺎﺴﺒﺔ‬ . ‫ﺝ‬ - ‫ﺍﻝﻤﻨﺘﺞ‬ ‫ﻝﺘﺼﻤﻴﻡ‬ ‫ﺒﺎﻝﻨﺴﺒﺔ‬ ‫ﺴﻭﺍﺀ‬ ‫ﻭﺍﻝﺘﻁﻭﻴﺭ‬ ‫ﻝﻠﺒﺤﻭﺙ‬ ‫ﻤﻨﺎﺴﺒﺔ‬ ‫ﺒﺭﺍﻤﺞ‬ ‫ﺘﺤﻭﻴل‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﺍﻝﻔﺤﺹ‬ ‫ﻭﺃﺴﺎﻝﻴﺏ‬ ‫ﺍﻝﻤﻨﺘﺠﺎﺕ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺨﺩﻤﺎﺕ‬ ‫ﺘﻘﺩﻴﻡ‬ ‫ﻋﻤﻠﻴﺔ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺃﻭ‬ . ‫ﺩ‬ - ‫ﻤﻥ‬ ‫ﺘﻔﺤﺹ‬ ‫ﺍﻝﺘﻲ‬ ‫ﻝﻠﻌﻴﻨﺔ‬ ‫ﻤﻨﺎﺴﺏ‬ ‫ﺤﺠﻡ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﺍﻹﻨﺘﺎ‬ ‫ﺝ‬ . ٩ - ‫ﺘﺠﺎﻩ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻭﺍﺘﺠﺎﻫﺎﺕ‬ ‫ﻓﻠﺴﻔﺔ‬ ‫ﺍﻹﺩﺍﺭﺍﺕ‬ : ‫ﺍﻝﺼﺩﺩ‬ ‫ﻫﺫﺍ‬ ‫ﻓﻲ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻭﺍﺘﺠﺎﻫﺎﺕ‬ ‫ﻓﻠﺴﻔﺔ‬ ‫ﻋﻨﺎﺼﺭ‬ ‫ﺃﻫﻡ‬ ‫ﻭﺘﺘﻤﺜل‬ ‫ﻓﻲ‬ : ‫ﺃ‬ - ‫ﺴﻴﺎﺴﺔ‬ ‫ﻭﺠﻭﺩ‬ ‫ﻤﺩﻯ‬ ‫ﻝﻠﺠﻭﺩﺓ‬ . ‫ﺏ‬ - ‫ﺍﻝﺘﻨﻅﻴﻤﻴﺔ‬ ‫ﻝﻠﻤﺴﺘﻭﻴﺎﺕ‬ ‫ﻭﻀﻭﺤﻬﺎ‬ ‫ﻤﺩﻯ‬ ‫ﻝﻤﺨﺘﻠﻔﺔ‬ . ‫ﺝ‬ - ‫ﻤ‬ ‫ﺘﺠﺎﻩ‬ ‫ﺍﻝﻌﺎﻤﻠﻴﻥ‬ ‫ﺤﻔﺯ‬ ‫ﺴﻴﺎﺴﺔ‬ ‫ﻓﻌﺎﻝﻴﺔ‬ ‫ﺩﻯ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ .
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٢١ - ‫ود‬ ‫א‬ ‫و‬5 ‫ود‬ ‫א‬ ‫و‬5 ‫ود‬ ‫א‬ ‫و‬5 ‫ود‬ ‫א‬ ‫و‬5 : :: : ‫ﺍ‬ ‫ﺃﻭ‬ ‫ﺍﻝﻤﻨﺸﺄﺓ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺤﻘﻴﻘـﺔ‬ ‫ﻭﻫﻨﺎﻙ‬ ‫ﻓﺭﺩ‬ ‫ﻜل‬ ‫ﻤﺴﺅﻭﻝﻴﺔ‬ ‫ﻫﻲ‬ ‫ﻝﻤﺸﺭﻭﻉ‬ ‫ﻴ‬ ‫ﺠﺏ‬ ‫ﺃﻻ‬ ‫ﻋﻠﻲ‬ ‫ﻗﻴﻤﺘﻬﺎ‬ ‫ﻤﻥ‬ ‫ﻴﻨﻘﺹ‬ ‫ﺍﻹﻁﻼﻕ‬ ‫ﺃﻜﺜـﺭ‬ ‫ﻫﻭ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﻋﺎﻤل‬ ‫ﺃﻥ‬ ‫ﻭﻫﻲ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺤﻜﻡ‬ ‫ﻴﺴﺘﻁﻴﻊ‬ ‫ﻓﺭﺩ‬ ،‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺠـﻭﺩﺓ‬ ‫ﻝﻀﺒﻁ‬ ‫ﺍﻝﻼﺯﻤﺔ‬ ‫ﺍﻝﻤﻌﻠﻭﻤﺎﺕ‬ ‫ﻭﺇﻋﻁﺎﺀ‬ ‫ﻭﻀﻤﺎﻥ‬ ،‫ﻤﺴﺘﻭﻴﺎﺘﻬﺎ‬ ‫ﺍﻝﻌﺎﻤـل‬ ‫ﻋﻠﻲ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺘﺄﺜﻴﺭ‬ ‫ﺍﻝﻨﺎﺱ‬ ‫ﺃﻜﺜﺭ‬ ‫ﻫﻭ‬ ‫ﺍﻝﻤﻼﺤﻅ‬ ‫ﺃﻥ‬ ‫ﻭﺤﻴﺙ‬ ‫ﺍﻝﺯﺍﻭ‬ ‫ﺤﺠﺭ‬ ‫ﻴﻌﺘﺒﺭ‬ ‫ﻓﺄﻨﻪ‬ ‫ﻝﺫﻝﻙ‬ ‫ﺍﻝﺘﻌﻠﻴﻤـﺎﺕ‬ ‫ﻴﻌﻁﻲ‬ ‫ﺍﻝﺫﻱ‬ ‫ﻓﻬﻭ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻀﺒﻁ‬ ‫ﻓﻲ‬ ‫ﻴﺔ‬ ‫ﻤـﻥ‬ ‫ﺘﻌﻠﻴﻤـﺎﺕ‬ ‫ﻴﺘﻠﻘﻰ‬ ‫ﺒﺩﻭﺭﺓ‬ ‫ﻭﺍﻝﻤﻼﺤﻅ‬ ‫ﺃﺩﺍﺅﻩ‬ ‫ﻭﻴﺭﺍﻗﺏ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﻋﺎﻤل‬ ‫ﻭﻴﻌﺎﻭﻥ‬ ‫ﺃﻥ‬ ‫ﻴﻌﻨﻲ‬ ‫ﻭﻫﺫﺍ‬ ‫ﺍﻝﺘﺼﻤﻴﻡ‬ ‫ﻤﻬﻨﺩﺱ‬ ‫ﻭﻤﻥ‬ ‫ﺍﻝﻌﻤﻠﻴﺎﺕ‬ ‫ﻤﻬﻨﺩﺱ‬ ‫ﻭﻤﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﺭﺍﻗﺏ‬ ‫ﻓﻴﻬـﺎ‬ ‫ﻴﺘﻌﺎﻭﻥ‬ ‫ﺍﻝﻌﻤﻠﻴﺎﺕ‬ ‫ﻤﻥ‬ ‫ﺴﻠﺴﻠﺔ‬ ‫ﻋﻥ‬ ‫ﻋﺒﺎﺭﺓ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺠﻤﻴـﻊ‬ . ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻭﺍﻥ‬ ‫ﻭ‬ ‫ﺘﺴﺎﻨﺩ‬ ‫ﺃﻥ‬ ‫ﻴﺠﺏ‬ ‫ﺍﻝﻌﻠﻴﺎ‬ ‫ﺃﻨﻬﺎ‬ ‫ﻜﻤﺎ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻝﺘﺤﺴﻴﻥ‬ ‫ﺘﺒﺫل‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺠﻬﻭﺩ‬ ‫ﻜل‬ ‫ﺘﺸﺠﻊ‬ ‫ﺒﺯﻴﺎﺩﺓ‬ ‫ﺍﻝﻤﻁﺎﻝﺒﻴﻥ‬ ‫ﻀﺩ‬ ‫ﺒﺤﺯﻡ‬ ‫ﺘﻘﻀﻲ‬ ‫ﺒﺄﻥ‬ ‫ﺒﺎﺴﺘﻤﺭﺍﺭ‬ ‫ﻤﻁﺎﻝﺒﺔ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﺠﻭﺩﺘﻪ‬ ‫ﻀﺩ‬ ‫ﻭﺘـﺩﺭﺱ‬ ‫ﺴـﻠﻁﺎﺘﻬﻡ‬ ‫ﻤﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﺭﻗﺎﺒﺔ‬ ‫ﺭﺠﺎل‬ ‫ﻨﻅﺭ‬ ‫ﻭﺠﻬﺔ‬ ‫ﺘﺘﺒﻨﻰ‬ ‫ﻭﺃﻥ‬ ‫ﺘﻘﺎﺭﻴﺭﻫﻡ‬ ‫ﺒﻌﻨﺎﻴﺔ‬ . ) ١ ( ‫ود‬ ‫نא‬ $ ‫ود‬ ‫نא‬ $ ‫ود‬ ‫نא‬ $ ‫ود‬ ‫نא‬ $ : :: : ‫ﺘﺤﺩﻴﺩ‬ ‫ﺘﻡ‬ ‫ﻝﻘﺩ‬ ‫ﺃﺴﺎﻝﻴﺏ‬ ‫ﻭﺘﺤﺴﻴﻥ‬ ‫ﺘﻁﻭﻴﺭ‬ ‫ﺍﻝﻨﺤﻭ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺘﺎﻝﻲ‬ : ) ٢ ( ١ - ‫ﺒﻤﺸﻜﻠﺔ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﺍﻫﺘﻤﺎﻡ‬ ‫ﻀﺭﻭﺭﺓ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٢ - ‫ﺠﻤﻴـﻊ‬ ‫ﻴﻤﺜـل‬ ‫ﺃﻥ‬ ‫ﻴﺠـﺏ‬ ‫ﻭﺍﻝﺫﻱ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺒﺘﻁﻭﻴﺭ‬ ‫ﻓﺭﻴﻕ‬ ‫ﺘﻜﻭﻴﻥ‬ ‫ﺍﻷﻗﺴﺎﻡ‬ ‫ﺒﺎﻝﻤﻨﺸﺄﺓ‬ . ) ١ ( ‫ﺷﻠﱯ‬ / ‫ﺍﻟﺜﺎﱐ‬ ‫ﺍﻟﻌﺪﺩ‬ ‫ﻭﺍﻷﺩﺍﺭﺓ‬ ‫ﺍﻷﻗﺘﺼﺎﺩ‬ ‫ﳎﻠﺔ‬ ‫ﻭﺍﻗﺘﺼﺎﺩﻳﺘﻬﺎ‬ ‫ﻋﻨﺎﺻﺮﻫﺎ‬ ‫ﺍﻷﻧﺘﺎﺝ‬ ‫ﳉﻮﺩﺓ‬ ‫ﺍﳊﺪﻳﺚ‬ ‫ﺍﳌﻔﻬﻮﻡ‬ ، ‫ﺍﻟﺴﻴﺪ‬ ‫ﺍﻟﺴﻌﻴﺪ‬ ) ‫ﺟﺪﺓ‬ : ‫ﺍﻷﻗﺘﺼﺎﺩ‬ ‫ﻛﻠﻴﺔ‬ ‫ﻭﺍﻷﺩﺍﺭﺓ‬ ، ‫ﳏﺮﻡ‬ ، ‫ﺍﻟﻌﺰﻳﺰ‬ ‫ﻋﺒﺪ‬ ‫ﺍﳌﻠﻚ‬ ‫ﲜﺎﻣﻌﺔ‬ ١٣٩٦ ‫ﻫـ‬ ( ‫ﺹ‬ ، ٣٢ . ) ٢ ( ‫ﺹ‬ ، ‫ﺳﺎﺑﻖ‬ ‫ﻣﺮﺟﻊ‬ ، ‫ﺍﶈﺴﻦ‬ ‫ﻋﺒﺪ‬ ‫ﳏﻤﺪ‬ ‫ﺗﻮﻓﻴﻖ‬ ١٧ - ١٨
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٢٢ - ٣ - ‫ﺍﻝﺤﺎﻝﻴﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﺸﻜﻼﺕ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﻭﺍﻝﻤﺴﺘﻘﺒﻠﻴﺔ‬ . ٤ - ‫ﻜﺄﺩﺍﺓ‬ ‫ﺍﺴﺘﺨﺩﺍﻤﻬﺎ‬ ‫ﺘﻭﻀﻴﺢ‬ ‫ﻤﻊ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﻜﻠﻔﺔ‬ ‫ﺘﻘﻴﻴﻡ‬ ‫ﺇﺩﺍﺭﻴﺔ‬ . ٥ - ‫ﺩﺭ‬ ‫ﻋﻠـﻲ‬ ‫ﺒﺎﻝﻤﻨﺸﺄﺓ‬ ‫ﺍﻝﻌﺎﻤﻠﻴﻥ‬ ‫ﺠﻤﻴﻊ‬ ‫ﺠﻌل‬ ‫ﺒـﺎﻝﺠﻭﺩﺓ‬ ‫ﺘﺎﻤـﺔ‬ ‫ﺍﻴـﺔ‬ ‫ﻭﺃﻫﻤﻴﺘﻬﺎ‬ . ٦ - ‫ﺍﻝﺨﻁﻭﺍﺕ‬ ‫ﻓﻲ‬ ‫ﻭﻗﻊ‬ ‫ﺨﻁﺄ‬ ‫ﺃﻱ‬ ‫ﻝﺘﺼﺤﻴﺢ‬ ‫ﻗﺭﺍﺭ‬ ‫ﺍﺘﺨﺎﺫ‬ ‫ﺍﻝﺴﺎﺒﻘﺔ‬ . ٧ - ‫ﻓﻲ‬ ‫ﻤﻌﻴﺏ‬ ‫ﻭﺠﻭﺩ‬ ‫ﻋﺩﻡ‬ ‫ﻋﻠﻲ‬ ‫ﻴﺅﻜﺩ‬ ‫ﺒﺎﻝﻤﺅﺴﺴﺔ‬ ‫ﻤﻨﺎﺥ‬ ‫ﺘﻬﻴﺌﺔ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ . ٨ - ‫ﺘﺤﺴﻴﻥ‬ ‫ﻓﻲ‬ ‫ﺒﺩﻭﺭﻫﻡ‬ ‫ﺍﻝﻘﻴﺎﻡ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻤﺸﺭﻓﻴﻥ‬ ‫ﺘﺩﺭﻴﺏ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٩ - ‫ﺍﻝﻌـﺎﻤﻠﻴﻥ‬ ‫ﻝﺠﻌـل‬ ‫ﻴـﻭﻤﻲ‬ ‫ﺒﺸﻜل‬ ‫ﻤﻌﻴﺏ‬ ‫ﻭﺠﻭﺩ‬ ‫ﻋﺩﻡ‬ ‫ﻤﻥ‬ ‫ﺍﻝﺘﺄﻜﻴﺩ‬ ‫ﺒﻬﺫﺍ‬ ‫ﻴﺸﻌﺭﻭﻥ‬ ‫ﺍﻝﺘﻐﻴﻴﺭ‬ . ١٠ - ‫ﺘﺸﺠﻴﻊ‬ ‫ﻝﻤﻌﻭﻗـﺎﺕ‬ ‫ﺤـﺩ‬ ‫ﻝﻭﻀﻊ‬ ‫ﺒﺎﻹﺩﺍﺭﺓ‬ ‫ﺍﻻﺘﺼﺎل‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻌﺎﻤﻠﻴﻥ‬ ‫ﻭﺘﺤﻘﻴﻕ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﺤﺴﻴﻥ‬ ‫ﺃﻫﺩﺍﻓﻬﺎ‬ . ١١ - ‫ﺩﺍﺨل‬ ‫ﺍﻝﻔﺭﺩﻱ‬ ‫ﺍﻻﺒﺘﻜﺎﺭ‬ ‫ﺘﺸﺠﻴﻊ‬ ‫ﺍﻝﺘﻨﻅﻴﻡ‬ . ١٢ - ‫ﻭﺘﺤﺴﻴﻥ‬ ‫ﺘﻁﻭﻴﺭ‬ ‫ﻓﻲ‬ ‫ﻋﺎﺩﻴﺔ‬ ‫ﻏﻴﺭ‬ ‫ﺠﻬﻭﺩ‬ ‫ﻴﻘﺩﻡ‬ ‫ﻤﻥ‬ ‫ﻭﺘﺤﻔﻴﺯ‬ ‫ﻤﻜﺎﻓﺄﺓ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ١٣ - ‫ﻭﺍﻻﺘﺼـﺎل‬ ‫ﺍﻝﺘﻨﺴـﻴﻕ‬ ‫ﺒﻌﻤﻠﻴﺔ‬ ‫ﻴﻘﻭﻡ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﺠﻠﺱ‬ ‫ﺘﺄﺴﻴﺱ‬ ‫ﺘﻁﻭﻴﺭ‬ ‫ﻓﺭﻴﻕ‬ ‫ﺒﺄﻋﻀﺎﺀ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ١٤ - ‫ﺍﻻﺴﺘﻤ‬ ‫ﺒـﺄﻥ‬ ‫ﺍﻨﻁﺒﺎﻋـﺎ‬ ‫ﻝﺘﻌﻁـﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﺤﺴﻴﻥ‬ ‫ﻋﻤﻠﻴﺔ‬ ‫ﻓﻲ‬ ‫ﺭﺍﺭ‬ ‫ﻴﻨﺘﻬﻲ‬ ‫ﻝﻡ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﺤﺴﻴﻥ‬ ‫ﺒﺭﻨﺎﻤﺞ‬ ‫ﺒﻌﺩ‬ .
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٢٣ - ‫ود‬ ‫מא‬ '‫لطو‬$‫א‬ ‫ود‬ ‫מא‬ '‫لطو‬$‫א‬ ‫ود‬ ‫מא‬ '‫لطو‬$‫א‬ ‫ود‬ ‫מא‬ '‫لطو‬$‫א‬ : :: : ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﺭﺕ‬ ‫ﻝﻘﺩ‬ ‫ﺒﺄﺭﺒﻊ‬ ‫ﺍﻝﻨﺤﻭ‬ ‫ﻋﻠﻰ‬ ‫ﻜﺎﻨﺕ‬ ‫ﻤﺭﺍﺤل‬ ‫ﺍﻝﺘﺎﻝﻲ‬ : ) ١ ( - ‫ﺍﻝﻤﻨﺘﺞ‬ ‫ﺠﻭﺩﺓ‬ ‫ﺍﻷﻭﻝﻲ‬ ‫ﺍﻝﻤﺭﺤﻠﺔ‬ ) ‫ﺍﻝﺴﻠﻌﺔ‬ ( ١ - ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﻨﺴﺒﺔ‬ ‫ﺘﺨﻔﻴﺽ‬ ‫ﺍﻝﻤﻌﻴﺏ‬ . ٢ - ‫ﺍﻝﻤﺭﺓ‬ ‫ﻤﻥ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺼﺤﻴﺤ‬ ‫ﺍﻝﻌﻤل‬ ‫ﺃﺩﺍﺀ‬ ‫ﺍﻷ‬ ‫ﻭﻝﻲ‬ . ٣ - ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﺘﻜﻠﻔﺔ‬ ‫ﻗﻴﺎﺱ‬ ‫ﺍﻝﻤﻌﻴﺏ‬ . ٤ - ‫ﻭﺭﻗﺎﺒﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺒﺸﺭﻭﻁ‬ ‫ﻝﻼﻝﺘﺯﺍﻡ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﻋﻤﺎل‬ ‫ﺘﺤﻔﻴﺯ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٥ - ‫ﺍﻝﻤﺭﻭﻨﺔ‬ . - ‫ﺭﻏﺒﺎﺕ‬ ‫ﺇﺸﺒﺎﻉ‬ ‫ﺍﻝﺜﺎﻨﻴﺔ‬ ‫ﺍﻝﻤﺭﺤﻠﺔ‬ ‫ﺍﻝﻌﻤﻴل‬ : ١ - ‫ﻤﻥ‬ ‫ﺍﻻﻗﺘﺭﺍﺏ‬ ‫ﺍﻝﻌﻤﻴل‬ . ٢ - ‫ﺤﺎﺠﺎﺘﻪ‬ ‫ﺘﻔﻬﻡ‬ ‫ﻭﻤﺘﻭﻗﻌﺎﺘﻪ‬ . ٣ - ‫ﺭﻏﺒﺎﺕ‬ ‫ﺃﺴﺎﺴﻬﺎ‬ ‫ﺍﻝﻘﺭﺍﺭﺍﺕ‬ ‫ﻜل‬ ‫ﺠﻌل‬ ‫ﺍﻝﻌﻤﻴل‬ . - ‫ﻓﻲ‬ ‫ﻜﻌﺎﻤل‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺜﺎﻝﺜﺔ‬ ‫ﺍﻝﻤﺭﺤﻠﺔ‬ ‫ﺍﻝﻤﻨﺎﻓﺴﺔ‬ : ١ - ‫ﻜل‬ ‫ﺃﺴﺎﺱ‬ ‫ﺍﻝﺴﻭﻕ‬ ‫ﺠﻌل‬ ‫ﺍﻝﻘﺭﺍﺭﺍﺕ‬ . ٢ - ‫ﺍﻻﻗﺘﺭﺍﺏ‬ ‫ﻤﻥ‬ ‫ﺃﻜﺜﺭ‬ ‫ﻭﺍﻝﻌﻤﻼﺀ‬ ‫ﺍﻝﺴﻭﻕ‬ ‫ﻤﻥ‬ ‫ﻝﻤﻨﺎﻓﺴﻴﻥ‬ . ٣ - ‫ﺍﻝﺘﻤﻴﺯ‬ ‫ﻭﻤﺤﺎﻭﻝﺔ‬ ‫ﺍﻝﻤﻨﺎﻓﺴﻴﻥ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﺘﻌﺭﻑ‬ ‫ﻋﻠﻴﻬﻡ‬ . ٤ - ‫ﻤﻊ‬ ‫ﺍﻝﺘﻌﺎﻤل‬ ‫ﻋﻥ‬ ‫ﺍﻝﻌﻤﻼﺀ‬ ‫ﺍﻨﺼﺭﺍﻑ‬ ‫ﺃﺴﺒﺎﺏ‬ ‫ﻋﻥ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﺍﻝﻤﻨﺸﺄﺓ‬ . - ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺍﻝﺭﺍﺒﻌﺔ‬ ‫ﺍﻝﻤﺭﺤﻠﺔ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ : ١ - ‫ﺘﺤﺴﻴﻥ‬ ‫ﺇﺴﺘﺭﺍﺘﻴﺠﻴﺔ‬ ‫ﺃﻋﺩﺍﺩ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٢ - ‫ﻤﻌﺎﻴ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﻴﺭ‬ ) ‫ﻤﺴﺘﻭﻴﺎﺕ‬ ( ‫ﺍﻝﺠﻭﺩﺓ‬ . ) ١ ( ‫ﺍﻟﺴﻠﻤﻲ‬ / ‫ﺹ‬ ، ‫ﺳﺎﺑﻖ‬ ‫ﻣﺮﺟﻊ‬ ، ‫ﻋﻠﻲ‬ ٢٠،٢١
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٢٤ - ٣ - ‫ﻤﻌﺩل‬ ‫ﺘﺤﺩﻴﺩ‬ ) ‫ﺴﺭﻋﺔ‬ ( ‫ﺘﺤﻘﻴﻕ‬ ‫ﺍﻝﻤﻌﺎﻴﻴﺭ‬ . ٤ - ‫ﺍﻝﻤﺘﻤﻜﻨﻴﻥ‬ ‫ﺍﻷﻓﺭﺍﺩ‬ ‫ﻜل‬ ‫ﺇﺸﺭﺍﻙ‬ . ٥ - ‫ﺍﺴﺘﺨﺩﺍﻡ‬ ‫ﺍﻝﻤﺭﻭﻨﺔ‬ . ٦ - ‫ﻋﻠ‬ ‫ﺍﻝﻤﺤﺎﻓﻅﺔ‬ ‫ﻰ‬ ‫ﺍﻝﻜﻔﺎﺀﺓ‬ ‫ﺍﻹﻨﺘﺎﺠﻴﺔ‬ . ٧ - ‫ﺤﻔﺯ‬ ‫ﺍﻝﻌﺎﻤﻠﻴﻥ‬ . ٨ - ‫ﻭﺘﻌﺩﺩ‬ ‫ﺍﻝﺒﻴﺭﻭﻗﺭﺍﻁﻴﺔ‬ ‫ﺘﺨﻔﻴﻑ‬ ‫ﺍﻝﻤﺴﺘﻭﻴﺎﺕ‬ . ٩ - ‫ﺍﻝﻬﻴﻜل‬ ‫ﺍﻝﺘﻨﻅﻴﻤﻲ‬ . ‫ود‬ ‫ط‬ ‫ط‬.‫دא‬/‫وא‬ ‫ود‬ ‫ط‬ ‫ط‬.‫دא‬/‫وא‬ ‫ود‬ ‫ط‬ ‫ط‬.‫دא‬/‫وא‬ ‫ود‬ ‫ط‬ ‫ط‬.‫دא‬/‫وא‬ : :: : ‫ﺍﻝﻔﻭﺍ‬ ‫ﻭﺍﻝﺘﺴﻭﻴﻕ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻜﺘﺎﺏ‬ ‫ﻴﻌﺩﺩ‬ ‫ﺠﻭﺩﺓ‬ ‫ﻝﺘﺨﻁﻴﻁ‬ ‫ﺍﻝﺘﺎﻝﻴﺔ‬ ‫ﺌﺩ‬ ‫ﺍﻝﻤﻨﺘﺠﺎﺕ‬ : ) ١ ( ١ - ‫ﻓـﻲ‬ ‫ﺘﺴﺎﻫﻡ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻭﺴﺎﺌل‬ ‫ﺘﺤﺴﻴﻥ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﻨﺘﺠﺎﺕ‬ ‫ﺘﺨﻁﻴﻁ‬ ‫ﻴﺴﺎﻋﺩ‬ ‫ﻭﺘﻨﻤﻴـﺔ‬ ‫ﺍﻝﻤﻜﻤﻠـﺔ‬ ‫ﺍﻝﺤﻠـﻭل‬ ‫ﻭﻭﻀـﻊ‬ ‫ﺍﻝﻤﺴـﺘﻘﺒﻠﻴﺔ‬ ‫ﺍﻝﻤﺸـﺎﻜل‬ ‫ﺤل‬ ‫ﻭﺍﻝﻌﻘﻠﻴﺔ‬ ‫ﺍﻝﻜﻔﺎﺀﺓ‬ ‫ﻝﺘﺤﻘﻴﻕ‬ ‫ﺍﻝﻼﺯﻤﺔ‬ ‫ﺍﻹﺴﺘﺭﺍﺘﻴﺠﻴﺎﺕ‬ ‫ﺍﻝﺘﺴﻭﻴﻘﻴﺔ‬ . ٢ - ‫ﹰ‬ ‫ﺎ‬‫ﺩﺍﺌﻤـ‬ ‫ﺘﻘـﻑ‬ ‫ﺴﻭﻑ‬ ‫ﺍﻝﻤﻨﻅﻤﺔ‬ ‫ﻓﺄﻥ‬ ‫ﺍﻝﻤﻨﺘﺠﺎﺕ‬ ‫ﺘﺨﻁﻴﻁ‬ ‫ﺒﺩﻭﻥ‬ ‫ﺃﻨﻪ‬ ‫ﺩﻓﺎﻋﻲ‬ ‫ﻤﻭﻗﻑ‬ ‫ﻝﻺﺴﺘﺭﺍﺘﻴﺠﻴﺔ‬ ‫ﺒﺎﻝﻨﺴﺒﺔ‬ ‫ﺍﻝﺘﺩﺭﻴﺒﻴﺔ‬ . ٣ - ‫ﺍﻝﺴﻴﺎﺴـﺎﺕ‬ ‫ﺭﺴـﻡ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﺸﺎﺭﻜﻴﻥ‬ ‫ﺍﻝﻤﺩﺭﺒﻴﻥ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺨﻁﻴﻁ‬ ‫ﻴﻭﻝﺩ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺸﺩﻴﺩ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺇﺤﺴﺎﺴ‬ ‫ﺍﻝﺘﺴﻭﻴﻘﻴﺔ‬ ‫ﺒﻤﺴﺅﻭﻝﻴﺎﺘﻬﻡ‬ . ٤ - ‫ﺩﻭﻥ‬ ‫ﻤﻨﺎﺴـﺒﺔ‬ ‫ﺘﺼـﻤﻴﻤﺎﺕ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﺤﺼﻭل‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺨﻁﻴﻁ‬ ‫ﻴﺴﺎﻋﺩ‬ ‫ﺇﻝﻲ‬ ‫ﺍﻝﺤﺎﺠﺔ‬ ‫ﺘﻌﺩﻴﻼﺕ‬ . ) ١ ( ‫ﺍﶈﺴﻦ‬ ‫ﻋﺒﺪ‬ / ‫ﺹ‬ ، ‫ﺳﺎﺑﻖ‬ ‫ﻣﺮﺟﻊ‬ ، ‫ﳏﻤﺪ‬ ‫ﺗﻮﻓﻴﻖ‬ ٤٠ ، ٤١
ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٢٥ - ٥ - ‫ﻓـﻲ‬ ‫ﺘﺴﺘﺨﺩﻡ‬ ‫ﻝﻸﺩﺍﺀ‬ ‫ﻤﻌﺎﻴﻴﺭ‬ ‫ﻭﺇﻴﺠﺎﺩ‬ ‫ﺘﻁﻭﻴﺭ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺨﻁﻴﻁ‬ ‫ﻴﺴﺎﻋﺩ‬ ‫ﺍﻝﺭﻗﺎﺒﺔ‬ ‫ﻋﻤﻠﻴﺔ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٦ - ‫ﺍﻝﻁﺎﻗﺔ‬ ‫ﺇﻝﻲ‬ ‫ﻝﻠﻭﺼﻭل‬ ‫ﺍﻝﻼﺯﻡ‬ ‫ﺍﻝﻭﻗﺕ‬ ‫ﺘﺨﻔﻴﺽ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺨﻁﻴﻁ‬ ‫ﻴﺴﺎﻫﻡ‬ ‫ﻋـﻥ‬ ‫ﹰ‬ ‫ﻼ‬‫ﻓﻀ‬ ‫ﻭﺍﻝﺨﺩﻤﺔ‬ ‫ﺍﻝﺼﻴﺎﻨﺔ‬ ‫ﻤﺸﻜﻼﺕ‬ ‫ﻭﺘﺨﻔﻴﺽ‬ ‫ﻝﻺﻨﺘﺎﺝ‬ ‫ﺍﻝﻘﺼﻭﻯ‬ ‫ﺒﻴﺌﺔ‬ ‫ﻭﻅﺭﻭﻑ‬ ‫ﻤﻨﺎﺥ‬ ‫ﻭﺘﺤﺴﻴﻥ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﺘﻜﺎﻝﻴﻑ‬ ‫ﺘﺨﻔﻴﺽ‬ ‫ﺍﻝﻌﻤل‬ . ‫ود‬ ‫א‬7‫دאא‬ ‫ود‬ ‫א‬7‫دאא‬ ‫ود‬ ‫א‬7‫دאא‬ ‫ود‬ ‫א‬7‫دאא‬ : :: : ‫ﻭﻴ‬ ‫ﻭﻴﺭﺸﺩ‬ ‫ﻭﻴﺘﺎﺒﻊ‬ ‫ﻴﺭﺍﻗﺏ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺍﻝﻤﻨﺴﻕ‬ ‫ﺒﺩﻭﺭ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻫﺫﻩ‬ ‫ﻭﺘﻘﻭﻡ‬ ‫ﻀـﻊ‬ ‫ﺍﻝﻤﻌﻨﻴﺔ‬ ‫ﺍﻝﺠﻬﺎﺕ‬ ‫ﻜل‬ ‫ﺃﻤﺎﻡ‬ ‫ﻜﺎﻤﻠﺔ‬ ‫ﺍﻝﺤﻘﻴﻘﺔ‬ ‫ﺤﺘ‬ ‫ﻰ‬ ‫ﺩﻭﺭﻫـﻡ‬ ‫ﺃﺩﺍﺀ‬ ‫ﻤﻥ‬ ‫ﺍﻝﺠﻤﻴﻊ‬ ‫ﻴﺘﻤﻜﻥ‬ ‫ﺒﺎﻝﻤﻬﺎﻡ‬ ‫ﺘﻘﻭﻡ‬ ‫ﻓﻬﻲ‬ ‫ﻭﻝﺫﻝﻙ‬ ‫ﻤﺴﺌﻭﻝﻴﺎﺘﻬﻡ‬ ‫ﺘﺤﻘﻴﻕ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺎﻝﻴﺔ‬ : ) ٢ ( ١ - ‫ﻭﻤﺤﺎﻭﻝـﺔ‬ ‫ﻝﻬـﺎ‬ ‫ﺍﻝﻤﻔﺭﻭﻀﺔ‬ ‫ﺒﺎﻝﻤﺴﺘﻭﻴﺎﺕ‬ ‫ﻭﺍﻝﺘﻤﺴﻙ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﺄﻜﻴﺩ‬ ‫ﺍﻝﺠﻬﺎﺕ‬ ‫ﻤﻊ‬ ‫ﺒﺎﻝﻌﻤل‬ ‫ﺍﻝﻤﺴﺘﻭﻴﺎﺕ‬ ‫ﻫﺫﻩ‬ ‫ﺘﺤﺴﻴﻥ‬ ‫ﺍﻝﻤﻌﻨﻴﺔ‬ . ٢ - ‫ﺍﻝﺠﻬﺎﺕ‬ ‫ﻜل‬ ‫ﺇﻝﻲ‬ ‫ﺍﻝﻤﻌﻠﻭﻤﺎﺕ‬ ‫ﺘﻭﺼﻴل‬ ‫ﺍﻝﺸـﺭﻜﺔ‬ ‫ﻓـﻲ‬ ‫ﺍﻝﻤﺨﺘﻠﻔـﺔ‬ ‫ﺃﻭل‬ ‫ﺒﺎﻝﻤﻭﻗﻑ‬ ‫ﻭﺇﺒﻼﻏﻬﻡ‬ ‫ﺃﻤﺎﻤﻬﻡ‬ ‫ﺍﻝﺼﻭﺭﺓ‬ ‫ﻭﺘﻭﻀﻴﺢ‬ ‫ﺒﺄﻭل‬ . ٣ - ‫ﺍﻹﻨﺘـﺎﺝ‬ ‫ﻁﺭﻴﻕ‬ ‫ﻋﻥ‬ ‫ﺘﻨﺘﺞ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻻﻨﺤﺭﺍﻓﺎﺕ‬ ‫ﺍﻜﺘﺸﺎﻑ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻌﻤل‬ ‫ﻭﻴﺯﺩﺍﺩ‬ ‫ﺍﻝﻤﻭﻗﻑ‬ ‫ﻴﺘﻔﺎﻗﻡ‬ ‫ﺃﻥ‬ ‫ﻭﻗﺒل‬ ‫ﺍﻝﻤﺭﻓﻭﺽ‬ . ٤ - ‫ﺒﻤﻭﻀـﻭﻉ‬ ‫ﺘﺘﻌﻠـﻕ‬ ‫ﺍﻝﺘـﻲ‬ ‫ﺍﻷﻨﺸﻁﺔ‬ ‫ﺠﻤﻴﻊ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﺭﻗﺎﺒﺔ‬ ‫ﺃﺤﻜﺎﻡ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ) ١ ( ‫ﺷﻠﱯ‬ / ‫ﺹ‬ ، ‫ﺳﺎﺑﻖ‬ ‫ﻣﺮﺟﻊ‬ ، ‫ﺍﻟﺴﻴﺪ‬ ‫ﺍﻟﺴﻌﻴﺪ‬ ٣٧
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
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HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
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HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
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HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
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HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
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HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
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HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf
HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf

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HRDISCUSSION.COM_إدارة ـ الجودة الشاملة في المستشفيات خطة.pdf

  • 1. ‫ﺍﻝﺴﻌﻭﺩﻴﺔ‬ ‫ﺍﻝﻌﺭﺒﻴﺔ‬ ‫ﺍﻝﻤﻤﻠﻜﺔ‬ ‫ﺍﻝﻌﺎﻝﻲ‬ ‫ﺍﻝﺘﻌﻠﻴﻡ‬ ‫ﻭﺯﺍﺭﺓ‬ ‫ﺍﻝﻌﺯﻴـﺯ‬ ‫ﻋﺒﺩ‬ ‫ﺍﻝﻤﻠﻙ‬ ‫ﺠﺎﻤﻌﺔ‬ ‫ﻜﻠﻴــﺔ‬ ‫ﺍﻻﻗﺘﺼﺎﺩ‬ ‫ﻭﺍﻹﺩﺍﺭﺓ‬ ‫ودא‬ ‫א‬ ‫دאא‬ ‫ﺇﻋـــﺩﺍﺩ‬ ‫زندאא‬ ‫دאز‬ ١٤٢٩ ‫ﻫـ‬ ‫ا‬ ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info
  • 2. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٢ - ‫אد‬ ‫ﺘﻌ‬ ‫ﺒﻁﺭﻴﻘـﺔ‬ ‫ﻭﺇﺩﺍﺭﺘﻬﺎ‬ ‫ﺍﻷﻋﻤﺎل‬ ‫ﺃﺩﺍﺀ‬ ‫ﻓﻲ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺠﺩﻴﺩ‬ ‫ﹰ‬‫ﺎ‬‫ﺃﺴﻠﻭﺒ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺘﺒﺭ‬ ‫ﺍﻝﺘﻘﻠﻴﺩﻴﺔ‬ ‫ﺍﻹﺩﺍﺭﻴﺔ‬ ‫ﺍﻷﺴﺎﻝﻴﺏ‬ ‫ﺠﻤﻴﻊ‬ ‫ﻴﻔﻭﻕ‬ ‫ﺠﺩﻴﺩ‬ ‫ﻭﻓﻬﻡ‬ ‫ﺤﺩﻴﺜﺔ‬ . ‫ﻋﻠـﻰ‬ ‫ﻓﻴﻪ‬ ‫ﺍﻝﺘﺭﻜﻴﺯ‬ ‫ﻭﻴﻜﻭﻥ‬ ‫ﺍﻝﻤﻨﻅﻤـﺔ‬ ‫ﺨﺎﺭﺝ‬ ‫ﺃﻭ‬ ‫ﺩﺍﺨل‬ ‫ﺍﻝﻤﺴﺘﻔﻴﺩ‬ ‫ﻫﺫﺍ‬ ‫ﻜﺎﻥ‬ ‫ﺴﻭﺍﺀ‬ ‫ﺍﻝﻤﺴﺘﻔﻴﺩﻴﻥ‬ ‫ﻭﺘﻭﻗﻌﺎﺕ‬ ‫ﻤﺘﻁﻠﺒﺎﺕ‬ ‫ﺘﻠﺒﻴﺔ‬ ‫ﺃﻭ‬ ‫ﺍﻝﻤﻨﺸﺄﺓ‬ . ‫ﻤﺘﻁﻠ‬ ‫ﻤﻌﺭﻓﺔ‬ ‫ﺨﻼل‬ ‫ﻭﻤﻥ‬ ‫ﺒﺄﺩﺍﺌﻬـﺎ‬ ‫ﻭﺍﻝﻘﻴﺎﻡ‬ ‫ﺘﻠﺒﻴﺘﻬﺎ‬ ‫ﺜﻡ‬ ‫ﻭﻤﻥ‬ ‫ﻭﺍﺤﺘﻴﺎﺠﺎﺘﻬﻡ‬ ‫ﺒﺎﺘﻬﻡ‬ ‫ﻝﺘﺼـل‬ ‫ﻝﻬﺎ‬ ‫ﺍﻝﻤﺴﺘﻤﺭﻴﻥ‬ ‫ﻭﺍﻝﺘﻁﻭﻴﺭ‬ ‫ﺍﻝﺘﺤﺴﻴﻥ‬ ‫ﺨﻼل‬ ‫ﻤﻥ‬ ‫ﻭﺍﻝﻤﻁﻠﻭﺏ‬ ‫ﺍﻝﺼﺤﻴﺢ‬ ‫ﺍﻝﻭﺠﻪ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﻤﻨﺸﻭﺩ‬ ‫ﺍﻹﺘﻘﺎﻥ‬ ‫ﻭﻫﻭ‬ ‫ﺍﻷﺩﺍﺀ‬ ‫ﻤﺴﺘﻭﻴﺎﺕ‬ ‫ﺃﻋﻠﻰ‬ ‫ﺇﻝﻰ‬ . ‫ﻤـﻥ‬ ‫ﻏﻴﺭﻫﻡ‬ ‫ﺩﻭﻥ‬ ‫ﻓﻘﻁ‬ ‫ﺒﺎﻝﻤﺩﻴﺭﻴﻥ‬ ‫ﺨﺎﺼﺔ‬ ‫ﺍﻝﻌﻤﻠﻴﺔ‬ ‫ﻫﺫﻩ‬ ‫ﺃﻥ‬ ‫ﺘﻌﻨﻲ‬ ‫ﻻ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻭﻜﻠﻤﺔ‬ ‫ﺃﻥ‬ ‫ﺘﻌﻨﻲ‬ ‫ﺃﻨﻬﺎ‬ ‫ﺒل‬ ‫ﺍﻝﻤﻭﻅﻔﻴﻥ‬ ‫ﻴﻌﺘﺒﺭ‬ ‫ﺸﺨﺹ‬ ‫ﻜل‬ ‫ﻝﻌﻤﻠﻪ‬ ‫ﹰ‬ ‫ﺍ‬‫ﻤﺩﻴﺭ‬ ‫ﻭﻤﺴﺌﻭﻻ‬ ‫ﻓﻴـﻪ‬ ‫ﺍﻝﺘﻔﻜﻴﺭ‬ ‫ﻋﻥ‬ ‫ﺫﻝﻙ‬ ‫ﻭﺘﻔﺎﺼﻴل‬ ‫ﺩﻗﺎﺌﻕ‬ ‫ﻤﻌﺭﻓﺔ‬ ‫ﺨﻼل‬ ‫ﻤﻥ‬ ‫ﻭﺇﺘﻘﺎﻨﻪ‬ ‫ﻭﺘﺤﺴﻴﻨﻪ‬ ‫ﻭﺘﻁﻭﻴﺭﻩ‬ ‫ﺍﻝﻌﻤل‬ . ‫ﺃﻥ‬ ‫ﺒـﺩ‬ ‫ﻭﻻ‬ ‫ﻝﺠﻤﻴـﻊ‬ ‫ﻭﺸﻤﻭﻝﻴﺘﻬﺎ‬ ‫ﻝﻌﻤﻭﻤﻴﺘﻬﺎ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺴﻤﻴﺕ‬ ‫ﻝﺫﻝﻙ‬ ‫ﺍﻝﻤﻨﺴﻭﺒﻴﻥ‬ ‫ﺠﻤﻴﻊ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻫﺫﻩ‬ ‫ﺘﺸﻤل‬ ‫ﻤﻥ‬ ‫ﺍﺒﺘﺩﺍﺀ‬ ‫ﺍﺴﺘﺜﻨﺎﺀ‬ ‫ﺒﻼ‬ ‫ﺍﻝﻤﻭﻅﻔﻴﻥ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻤﺴﺘﻭﻴﺎﺕ‬ ‫ﻭﺠﻤﻴﻊ‬ ‫ﺍﻷﻗﺴﺎﻡ‬ ‫ﻭﺍﻨﺘﻬـﺎﺀ‬ ‫ﺍﻝﻌﺎﻡ‬ ‫ﺍﻝﺭﺌﻴﺱ‬ ‫ﺒﻌﺎﻤل‬ ‫ﺍﻝﻨﻅﺎﻓﺔ‬ . ‫ﺃﻗﺼـﻰ‬ ‫ﻭﻤﻥ‬ ‫ﺃﺴﻔﻠﻪ‬ ‫ﺇﻝﻰ‬ ‫ﺍﻝﻬﺭﻡ‬ ‫ﺃﻋﻠﻰ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻤﻭﻅﻔﻴﻥ‬ ‫ﻝﻜل‬ ‫ﻋﺎﻤﺔ‬ ‫ﻭﺘﻜﻭﻥ‬ ‫ﺠﺎﻨﺒﻪ‬ ‫ﺇﻝﻰ‬ ‫ﺍﻝﻬﻴﻜل‬ ‫ﺍﻵﺨﺭ‬ . ‫ﻤﺎﺴـﺔ‬ ‫ﺤﺎﺠـﺔ‬ ‫ﻓـﻲ‬ ‫ﻓﺈﻨﻬـﺎ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻭﺍﺠﻪ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺸﺩﻴﺩﺓ‬ ‫ﻝﻠﻤﻨﺎﻓﺴﺔ‬ ‫ﹰ‬ ‫ﺍ‬‫ﻭﻨﻅﺭ‬ ‫ﻭﻀﺭﻭﺭﻴﺔ‬ ‫ﻹﺘﺒﺎﻉ‬ ‫ﺠﻴـ‬ ‫ﻁﺒﻴﺔ‬ ‫ﺨﺩﻤﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻫﺫﻩ‬ ‫ﺘﻘﺩﻡ‬ ‫ﺤﺘﻰ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺩﺓ‬ ‫ﻨﻔﺱ‬ ‫ﻓﻲ‬ ‫ﻤﻘﺒﻭل‬ ‫ﻭﺒﺴﻌﺭ‬ ‫ﺍﻝﻭﻗﺕ‬ . ‫ﺍﻝﺒﺤﺙ‬ ‫ﻫﺫﺍ‬ ‫ﻓﻲ‬ ‫ﻨﺘﻨﺎﻭل‬ ‫ﻭﺴﻭﻑ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬
  • 3. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٣ - ‫ﻭﺃﻫـﺩﺍﻑ‬ ‫ﻭﺃﻫﻤﻴﺔ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﻤﺸﻜﻠﺔ‬ ‫ﻨﺘﻨﺎﻭل‬ ‫ﺤﻴﺙ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﻤﻨﻬﺠﻴﺔ‬ ‫ﺍﻝﺘﻤﻬﻴﺩﻱ‬ ‫ﺍﻝﻔﺼل‬ ‫ﺍﻝﺒﻴﺎﻨـﺎﺕ‬ ‫ﺠﻤﻴـﻊ‬ ‫ﻭﺃﺩﺍﺓ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﻭﻤﻨﻬﺞ‬ ‫ﻭﺤﺩﻭﺩ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﻭﻋﻴﻨﺔ‬ ‫ﻭﻤﺠﺘﻤﻊ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﻭﻓﺭﻭﺽ‬ ‫ﻭﺍﻷﺴﻠﻭﺏ‬ ‫ﺍﻹﺤﺼﺎﺌﻲ‬ ‫ﺍﻝﻤﺴﺘﺨﺩ‬ ‫ﻓﻲ‬ ‫ﻡ‬ ‫ﺍﻝﺒﺤﺙ‬ . ‫ﺍﻝﻔﺼل‬ ‫ﻭﻓﻲ‬ ‫ﺍﻷﻭل‬ : ‫ﻭﻤﺩﻯ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﺃﺴﺎﻝﻴﺏ‬ ‫ﻭﺨﺼﺎﺌﺹ‬ ‫ﻤﺎﻫﻴﺔ‬ ،‫ﺃﺜﺭﻫـﺎ‬ ‫ﺤﻴـﺙ‬ ‫ﻤﻔـﺎﻫﻴﻡ‬ ‫ﺘﻁﻭﺭ‬ ‫ﻭﻤﺭﺍﺤل‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﺘﻌﺭﻴﻑ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻭﺃﻨﻭﺍﻉ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﻫﻭ‬ ‫ﻤﺎ‬ ‫ﻨﺘﻨﺎﻭل‬ ‫ﻭﺃﺴﺎﻝﻴﺏ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﻤﺴﺅﻭﻝﻴﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﻤﺅﺜﺭﺓ‬ ‫ﻭﺍﻝﻌﻭﺍﻤل‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﺍﺴﺘﺭﺍﺘﻴﺠﻴﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻝﻠﺠ‬ ‫ﺍﻝﺘﺨﻁﻴﻁ‬ ‫ﻭﻓﻭﺍﺌﺩ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﻁﻭﻴﺭ‬ ‫ﻭﺍﻝﺘﺩﺭﻴﺏ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﻓﺭﻕ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﺭﺍﻗﺒﺔ‬ ‫ﻭﺇﺩﺍﺭﺓ‬ ‫ﻭﺩﺓ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ‫ﺍﻝﻔﺼل‬ ‫ﺃﻤﺎ‬ ‫ﺍﻝﺜﺎﻨﻲ‬ : ‫ﻭﻤﺭﺍﺤل‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻭﺃﻫﺩﺍﻑ‬ ‫ﺘﻌﺭﻴﻑ‬ ،‫ﺘﻁﺒﻴﻘﻬـﺎ‬ ‫ﺤﻴـﺙ‬ ‫ﻭﺃﻫﺩﺍﻓﻬﺎ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻭﺘﻌﺭﻴﻑ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﻌﺭﻴﻑ‬ ‫ﺍﻝﻔﺼل‬ ‫ﻫﺫﺍ‬ ‫ﻓﻲ‬ ‫ﻨﺘﻨﺎﻭل‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻭﺒﻴﻥ‬ ‫ﺒﻴﻨﻬﺎ‬ ‫ﻭﺍﻝﻔﺭﻕ‬ ‫ﺘﻁﺒﻴﻘﻬﺎ‬ ‫ﻭﻤﺒﺎﺩﺉ‬ ‫ﻭﺃﺴﺱ‬ ‫ﺍﻝﺘﻘﻠﻴ‬ ،‫ﺩﻴﺔ‬ ‫ﺘﻁﺒﻴﻕ‬ ‫ﻤﺘﻁﻠﺒﺎﺕ‬ ‫ﻨﺘﻨﺎﻭل‬ ‫ﺜﻡ‬ ‫ﺘﻁﺒﻴﻘﻬﺎ‬ ‫ﻭﻤﺭﺍﺤل‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ،‫ﻭﻤﻌﻭﻗﺎﺘﻬﺎ‬ ‫ﺍﻝﻜﻠﻴـﺔ‬ ‫ﺍﻝﺭﻗﺎﺒـﺔ‬ ‫ﺘﻜﻠﻔـﺔ‬ ‫ﻨﺘﻨﺎﻭل‬ ‫ﺜﻡ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻭﺘﻁﺒﻴﻘﺎﺕ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺴﻴﺎﺴﺔ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻔﺸل‬ ‫ﺘﺠﻨﺏ‬ ‫ﻭﻜﻴﻔﻴﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺭﻗﺎﺒﺔ‬ ‫ﻭﻤﺭﺍﺤل‬ ‫ﻝﻠﺠﻭﺩﺓ‬ ‫ﺒﺎﻝﻤﺅﺴﺴﺎﺕ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﻌﺭﺒﻴﺔ‬ . ‫ﺍﻝﻔﺼل‬ ‫ﺃﻤﺎ‬ ‫ﺍﻝﺭﺍﺒﻊ‬ : ‫ﻓ‬ ‫ﺍﻝﻤﻴﺩﺍﻨﻴﺔ‬ ‫ﺒﺎﻝﺩﺭﺍﺴﺔ‬ ‫ﺨﺎﺹ‬ ‫ﻭﻫﻭ‬ ‫ﺠﻤﻊ‬ ‫ﺃﺴﻠﻭﺏ‬ ‫ﻨﺘﻨﺎﻭل‬ ‫ﺴﻭﻑ‬ ‫ﻭﺍﻝﻨﺘﺎﺌﺞ‬ ‫ﺍﻝﻌﻴﻨﺎﺕ‬ ‫ﻭﺘﺤﻠﻴل‬ ‫ﺍﻝﺒﻴﺎﻨﺎﺕ‬ ‫ﻭﺍﻝﺘﻭﺼﻴﺎﺕ‬ . ‫ﻜﻤﺎ‬ ‫ﺍﻝﻤﻭﻀﻭﻉ‬ ‫ﻋﺭﺽ‬ ‫ﻓﻲ‬ ‫ﻭﻓﻘﺕ‬ ‫ﻗﺩ‬ ‫ﺃﻜﻭﻥ‬ ‫ﺃﻥ‬ ‫ﺍﻝﻘﺩﻴﺭ‬ ‫ﺍﻝﻌﻠﻲ‬ ‫ﺍﷲ‬ ‫ﻤﻥ‬ ‫ﺃﺭﺠﻭ‬ ‫ﻭﺍﻨﻲ‬ ‫ﺃﻥ‬ ‫ﻴﻨﺒﻐﻲ‬ ‫ﻴﻜﻭﻥ‬ . ‫ﻭﻝﻲ‬ ‫ﻭﺍﷲ‬ ‫ﺍﻝﺘﻭﻓﻴﻕ‬ . .
  • 4. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٤ - ‫د‬ ‫א!لא‬ #$‫א‬ : ‫ﺍﻝﺨـﺎﺹ‬ ‫ﺍﻝﻘﻁـﺎﻉ‬ ‫ﺃﻭ‬ ‫ﺍﻝﻌﺎﻡ‬ ‫ﺍﻝﻘﻁﺎﻉ‬ ‫ﻓﻲ‬ ‫ﺴﻭﺍﺀ‬ ‫ﺍﻝﻤﻨﻅﻤﺎﺕ‬ ‫ﺘﻭﺍﺠﻪ‬ ‫ﻤـﻥ‬ ‫ﻤﻭﺠـﻪ‬ ‫ﺍﻝﻤﺴﺘﻔﻴﺩ‬ ‫ﺴﻠﻭﻙ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﻐﻴﺭ‬ ‫ﺍﻝﺘﺤﺩﻱ‬ ‫ﻫﺫﺍ‬ ‫ﺤﺩﺓ‬ ‫ﻤﻥ‬ ‫ﻭﻴﺯﻴﺩ‬ ‫ﺍﻝﺤﺎﺩﺓ‬ ‫ﺍﻝﻤﻨﺎﻓﺴﺔ‬ ‫ﺃﻫﻤﻬﺎ‬ ‫ﺍﻝﺘﺤﺩﻴﺎﺕ‬ ‫ﻋـﻥ‬ ‫ﺍﻝﻨﻅـﺭ‬ ‫ﺒﻐﺽ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺃﻭ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ ‫ﻻﺨﺘﻴﺎﺭ‬ ‫ﺃﺴﺎﺴﻲ‬ ‫ﻜﻤﻌﻴﺎﺭ‬ ‫ﻝﻠﺠﻭﺩﺓ‬ ‫ﻴﻨﻅﺭ‬ ‫ﺒﺩﺃ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺘﻠﻙ‬ ‫ﻤﺼﺩﺭ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ . ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻌﺩﻴﺩ‬ ‫ﻭﺘﻁﻭﻴﺭ‬ ‫ﺃﺘﺴﺎﻉ‬ ‫ﺒﻌﺩ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻭﺘﻭﺍﺠﻪ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺩﺍﺨل‬ ‫ﻓﻲ‬ ‫ﻗﻭﻴﺔ‬ ‫ﻤﻨﺎﻓﺴﺔ‬ ،‫ﺍﻝﺨﺎﺭﺝ‬ ‫ﻋﻠﻴﻬـﺎ‬ ‫ﻭﺍﻝﺘﻐﻠﺏ‬ ‫ﺍﻝﺘﺤﺩﻴﺎﺕ‬ ‫ﻫﺫﻩ‬ ‫ﻤﻭﺍﺠﻬﺔ‬ ‫ﻓﺈﻥ‬ ‫ﻝﺫﻝﻙ‬ ‫ﺍﻝﺒﻘﺎﺀ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻫﺫﻩ‬ ‫ﻝﺘﺘﻤﻜﻥ‬ ‫ﺍﻷﻫﻤﻴﺔ‬ ‫ﻏﺎﻴﺔ‬ ‫ﻓﻲ‬ ‫ﺃﻤﺭ‬ ‫ﻭﺍﻻﺴﺘﻤﺭﺍﺭ‬ . ‫ﻫـﺫﻩ‬ ‫ﻤﻭﺍﺠﻬـﺔ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻤﻜﻥ‬ ‫ﺇﺩﺍﺭﻴﺔ‬ ‫ﻭﺼﻔﺔ‬ ‫ﺘﻭﺠﺩ‬ ‫ﻻ‬ ‫ﺃﻨﻪ‬ ‫ﻤﻥ‬ ‫ﻓﺎﻝﺒﺭﻏﻡ‬ ‫ﺤﺩ‬ ‫ﺇﻝﻰ‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﻭﺍﻝﺘﻐﻠﺏ‬ ‫ﺍﻝﺘﺤﺩﻴﺎﺕ‬ ‫ﻜﺒﻴﺭ‬ . ‫ﺘﻁﺒﻴ‬ ‫ﻷﻥ‬ ‫ﻭﺫﻝﻙ‬ ‫ﻴﻤﻜـﻥ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻕ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍﻝﺘﻤﻴﺯ‬ . ‫ﺇﺩﺍﺭﺓ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﻀﻭﺀ‬ ‫ﺇﻝﻘﺎﺀ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﻤﺸﻜﻠﺔ‬ ‫ﺘﺘﻀﺢ‬ ‫ﻫﻨﺎ‬ ‫ﻭﻤﻥ‬ ‫ﻤـﺩﻯ‬ ‫ﻭﻤﻌﺭﻓـﺔ‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﻭﺍﻝﺘﻐﻠﺏ‬ ‫ﺘﻭﺍﺠﻬﻬﺎ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺘﺤﺩﻴﺎﺕ‬ ‫ﻤﻊ‬ ‫ﺍﻝﺘﻌﺎﻤل‬ ‫ﻤﻥ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍ‬ ‫ﻓـﻲ‬ ‫ﺘﻁﺒﻴﻘﻬـﺎ‬ ‫ﺒﻌﺩ‬ ‫ﻤﻨﻬﺎ‬ ‫ﻭﺍﻻﺴﺘﻔﺎﺩﺓ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺘﻁﺒﻴﻕ‬ ‫ﺠﺩﻭﻯ‬ ‫ﻝﻤﺴﺘﺸـﻔﻴﺎﺕ‬ ‫ﺒﻤﺩﻴﻨﺔ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺠﺩﺓ‬ . ‫ﺍﻝﻨﺤﻭ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﺃﺴﺌﻠﺔ‬ ‫ﺼﻴﺎﻏﺔ‬ ‫ﻭﻴﻤﻜﻥ‬ ‫ﺍﻝﺘﺎﻝﻲ‬ : ‫؟‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺠﺩﺓ‬ ‫ﻤﺩﻴﻨﺔ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻁﺒﻕ‬ ‫ﻫل‬ ‫ﻓـﻲ‬ ‫ﹰ‬ ‫ﺍ‬‫ﻭﺘﻤﻴـﺯ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺘﻁﻭﻴﺭ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﻁﺒﻴﻕ‬ ‫ﺒﻌﺩ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻠﻙ‬ ‫ﺤﻘﻘﺕ‬ ‫ﻭﻫل‬ ‫؟‬ ‫ﻤﻨﺎﺴﺏ‬ ‫ﺒﺸﻜل‬ ‫ﺃﻭ‬ ‫ﺒﺴﻌﺭ‬ ‫ﻝﻠﻤﺭﻀﻰ‬ ‫ﺍﻝﻤﻘﺩﻤﺔ‬ ‫ﺍﻝﻁﺒﻴﺔ‬ ‫ﺍﻝﺨﺩﻤﺔ‬
  • 5. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٥ - ' #$‫א‬ : ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺩﺭﺍﺴﺔ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﺃﻫﻤﻴﺔ‬ ‫ﺘﺘﺒﻠﻭﺭ‬ ‫ﻓ‬ ‫ﺒﻨﺠﺎﺡ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺘﻁﺒﻴﻕ‬ ‫ﻤﺩﻯ‬ ‫ﻭﻤﻌﺭﻓﺔ‬ ‫ﺠﺩﺓ‬ ‫ﺒﻤﺩﻴﻨﺔ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻲ‬ ‫ﺍﻝﻤﺸﻜﻼﺕ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﺘﻐﻠﺏ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺍﺴﺘﺨﺩﺍﻡ‬ ‫ﻤﺩﻯ‬ ‫ﻋﻠﻰ‬ ‫ﻭﺍﻝﻭﻗﻭﻑ‬ ‫ﻝﺘﻘﺩﻴ‬ ‫ﺘﻭﺍﺠﻬﻬﺎ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻹﺩﺍﺭﻴﺔ‬ ‫ﺍﻝﻤﺴﺘﺸـﻔﻴﺎﺕ‬ ‫ﺒﻪ‬ ‫ﺘﻭﺍﺠﻪ‬ ‫ﻤﻨﺎﻓﺱ‬ ‫ﺒﺴﻌﺭ‬ ‫ﻤﺘﻤﻴﺯﺓ‬ ‫ﻁﺒﻴﺔ‬ ‫ﺨﺩﻤﺔ‬ ‫ﻡ‬ ‫ﺨﺎﺭﺝ‬ ‫ﻓﻲ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺴﻌﻭﺩﻴﺔ‬ ‫ﺍﻝﻌﺭﺒﻴﺔ‬ ‫ﺍﻝﻤﻤﻠﻜﺔ‬ ‫ﺒﺩﺍﺨل‬ ‫ﺴﻭﺍﺀ‬ ‫ﺍﻝﻤﻨﺎﻓﺴﺔ‬ ‫ﺍﻝﻤﻤﻠﻜﺔ‬ . (‫'دא‬ #$‫א‬ : ‫ﺍﻷﻫﺩﺍﻑ‬ ‫ﺘﺤﻘﻴﻕ‬ ‫ﺇﻝﻰ‬ ‫ﺍﻝﺩﺭﺍﺴﺔ‬ ‫ﻫﺫﻩ‬ ‫ﺘﻬﺩﻑ‬ ‫ﺍﻝﺘﺎﻝﻴﺔ‬ : ١ - ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﻬﻭﻡ‬ ‫ﻤﻌﺭﻓﺔ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ٢ - ‫ﻓﻲ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺘﻁﺒﻴﻕ‬ ‫ﻭﻤﻤﻴﺯﺍﺕ‬ ‫ﻓﻭﺍﺌﺩ‬ ‫ﺩﺭﺍﺴﺔ‬ ‫ﺍﻝﺨﺎﺼـﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺒﻤﺩﻴﻨﺔ‬ ‫ﺠﺩﺓ‬ . ٣ - ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﺤﺴﻴﻥ‬ ‫ﺃﺴﺎﻝﻴﺏ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﻭﻗﻭﻑ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ٤ - ‫ﺘﻁﺒﻴﻕ‬ ‫ﻋﻨﺩ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻭﺍﺠﻪ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺼﻌﻭﺒﺎﺕ‬ ‫ﺩﺭﺍﺴﺔ‬ ‫ﺍﻝﺠـﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ٥ - ‫ﻓﻲ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻝﺒﺭﻨﺎﻤﺞ‬ ‫ﺨﻁﺔ‬ ‫ﺇﻋﺩﺍﺩ‬ ‫ﻜﻴﻔﻴﺔ‬ ‫ﺩﺭﺍﺴﺔ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ . ٦ - ‫ﺍ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺒﻴﻥ‬ ‫ﺍﻝﻔﺭﻕ‬ ‫ﻤﻌﺭﻓﺔ‬ ‫ﻭﺍﻹﺩﺍﺭﺓ‬ ‫ﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺘﻘﻠﻴﺩﻴﺔ‬ . ٧ - ‫ﺒﻤﺩﻴﻨﺔ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﺘﺒﻊ‬ ‫ﺍﻹﺩﺍﺭﻱ‬ ‫ﺍﻷﺴﻠﻭﺏ‬ ‫ﺩﺍﺭﺴﺔ‬ ‫ﺠﺩﺓ‬ . ٨ - ‫ﺍﻝﺘـﻲ‬ ‫ﻝﻸﺴﺎﻝﻴﺏ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺒﺎﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍﻝﻌﻠﻴﺎ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﺘﺒﻨﻲ‬ ‫ﻤﺩﻯ‬ ‫ﻤﻌﺭﻓﺔ‬ ‫ﺘﺭﻓـﻊ‬ ‫ﺠﻭﺩﺓ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﻭﺍﻷﺩﺍﺀ‬ .
  • 6. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٦ - ‫وض‬ #$‫א‬ : ١ - ‫ﺍﻝﻘﻴـﺎﺩﺓ‬ ‫ﻭﻨﻤـﻁ‬ ‫ﺍﻹﺩﺍﺭﻴـﺔ‬ ‫ﺍﻝﺴﻴﺎﺴـﺎﺕ‬ ‫ﺒـﻴﻥ‬ ‫ﺠﻭﻫﺭﻴﺔ‬ ‫ﻋﻼﻗﺔ‬ ‫ﻫﻨﺎﻙ‬ ‫ﻭﺍﻝ‬ ‫ﺘﻭﺠـﻪ‬ ‫ﺍﻻﺴﺘﺭﺍﺘﻴﺠﻲ‬ ‫ﻝﻠﺠﻭﺩﺓ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ٢ - ‫ﺒﺘﺸـﺠﻴﻊ‬ ‫ﺍﻝﺨﺎﺼـﺔ‬ ‫ﺍﻹﺩﺍﺭﻴـﺔ‬ ‫ﺍﻝﺴﻴﺎﺴﺎﺕ‬ ‫ﺒﻴﻥ‬ ‫ﺠﻭﻫﺭﻴﺔ‬ ‫ﻋﻼﻗﺔ‬ ‫ﻫﻨﺎﻙ‬ ‫ﺍﻝﺘﺠﺩﻴـﺩ‬ ‫ﻭﺍﻻﺒﺘﻜﺎﺭ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﻬﻭﻡ‬ ‫ﻭﺘﻁﺒﻴﻕ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ٣ - ‫ﺒﺎﻝﺘﻘـﺩﻴﺭ‬ ‫ﺍﻝﺨﺎﺼـﺔ‬ ‫ﻭﺍﻝﻠﻭﺍﺌﺢ‬ ‫ﺍﻝﺴﻴﺎﺴﺎﺕ‬ ‫ﺒﻴﻥ‬ ‫ﺠﻭﻫﺭﻴﺔ‬ ‫ﻋﻼﻗﺔ‬ ‫ﻫﻨﺎﻙ‬ ‫ﻭﺍﻝﻤﻜﺎﻓـﺂﺕ‬ ‫ﻭﺍﻝﺘﺭﻗﻴﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﻬﻭﻡ‬ ‫ﻭﺘﻁﺒﻴﻕ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ٤ - ‫ﻋﻼﻗ‬ ‫ﻫﻨﺎﻙ‬ ‫ﺍﻝﺘﺩﺭﻴﺏ‬ ‫ﺒﻨﻅﻡ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﻭﺍﻝﻤﻤﺎﺭﺴﺎﺕ‬ ‫ﺍﻝﺴﻴﺎﺴﺎﺕ‬ ‫ﺒﻴﻥ‬ ‫ﺔ‬ ‫ﻤﻔﻬﻭﻡ‬ ‫ﻭﺘﻁﺒﻴﻕ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ٥ - ‫ﺍﻝﺨﺎﺼـﺔ‬ ‫ﻭﺍﻝﻤﻤﺎﺭﺴـﺎﺕ‬ ‫ﺍﻝﺴﻴﺎﺴـﺎﺕ‬ ‫ﺒﻴﻥ‬ ‫ﺠﻭﻫﺭﻴﺔ‬ ‫ﻋﻼﻗﺔ‬ ‫ﻫﻨﺎﻙ‬ ‫ﺒﺎﻻﺘﺼـﺎﻻﺕ‬ ‫ﺍﻹﺩﺍﺭﻴﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﻬﻭﻡ‬ ‫ﻭﺘﻁﺒﻴﻕ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . * ‫و‬+ #$‫א‬ : ‫ﺍﻝﺒﺤﺙ‬ ‫ﻤﺠﺘﻤﻊ‬ ‫ﺍﻝﻤﺴﺌﻭﻝﻭﻥ‬ ‫ﺒﻤﺩﻴﻨﺔ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺒﺎﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ،‫ﺠﺩﺓ‬ ‫ﻜﺎ‬ ‫ﻭﻝﻤﺎ‬ ‫ﻥ‬ ‫ﻤﺠﺘﻤﻊ‬ ‫ﻀﻴﻕ‬ ‫ﺇﻝﻰ‬ ‫ﺒﺎﻹﻀﺎﻓﺔ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺠﺩ‬ ‫ﻜﺒﻴﺭ‬ ‫ﺍﻝﺒﺤﺙ‬ ،‫ﺍﻝﻭﻗﺕ‬ ‫ﻝﺫﻝﻙ‬ ‫ﺍﻝﺒﺎﺤﺙ‬ ‫ﺍﺨﺘﺎﺭ‬ ‫ﺤﻴﺙ‬ ‫ﻋﺸﻭﺍﺌﻴﺔ‬ ‫ﻋﻴﻨﺔ‬ ‫ﻋﺸﺭﺓ‬ ‫ﺍﺨﺘﻴﺎﺭ‬ ‫ﺴﻴﺘﻡ‬ ‫ﻤﺴﺌﻭﻝﻴﻥ‬ ‫ﺒﻁﺭﻴﻘـﺔ‬ ‫ﺠـﺩﺓ‬ ‫ﺒﻤﺩﻴﻨـﺔ‬ ‫ﺨﺎﺼـﺔ‬ ‫ﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻋﺸﺭﺓ‬ ‫ﻤﻥ‬ ‫ﺤﻭل‬ ‫ﺁﺭﺍﺌﻬﻡ‬ ‫ﻻﺴﺘﻁﻼﻉ‬ ‫ﻭﺫﻝﻙ‬ ‫ﻋﺸﻭﺍﺌﻴﺔ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﺃﺴﺌﻠﺔ‬ . ‫دود‬$ #$‫א‬ : ‫ﺴﻭﻑ‬ ‫ﻴ‬ ‫ﺍﻝﻤﺠﺎﻻﺕ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺤﺩﻭﺩ‬ ‫ﺍﻝﺩﺭﺍﺴﺔ‬ ‫ﻫﺫﻩ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺒﺎﺤﺙ‬ ‫ﺴﻠﻙ‬ ‫ﺍﻝﺘﺎﻝﻴﺔ‬ : ‫ﺍﻝﺤﺩﻭﺩ‬ ‫ﺍﻝﺒﺸﺭﻴﺔ‬ : ‫ﻋﻠﻰ‬ ‫ﺍﻝﺩﺭﺍﺴﺔ‬ ‫ﺘﻘﺘﺼﺭ‬ ‫ﺴﻭﻑ‬ ‫ﺍﻝﻤﺴﺌﻭﻝﻴﻥ‬ ‫ﻓـﻲ‬ ‫ﻫـﻡ‬ ‫ﻤﻤﻥ‬ ‫ﺒﺎﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻭﺭﺅﺴﺎﺀ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﻋﺎﻡ‬ ‫ﻤﺸﺭﻑ‬ ‫ﺃﻭ‬ ‫ﻤﺩﻴﺭ‬ ‫ﻨﺎﺌﺏ‬ ‫ﺃﻭ‬ ‫ﻤﺩﻴﺭ‬ ‫ﺩﺭﺠﺔ‬ ‫ﺍﻷﻗﺴﺎﻡ‬ . ‫ﺍﻝﺤﺩﻭﺩ‬ ‫ﺍﻝﺯﻤﺎﻨﻴﺔ‬ : ‫ﺍﻝﺩﺭﺍﺴﻲ‬ ‫ﺍﻝﻔﺼل‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﺩﺭﺍﺴﺔ‬ ‫ﺘﻘﺘﺼﺭ‬ ‫ﺴﻭﻑ‬ ‫ﻝﻌﺎﻡ‬ ‫ﺍﻷﻭل‬ ١٤٢٩ ‫ﻫـ‬
  • 7. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٧ - ,* ‫אدא‬ : ‫ﺴﻭﻑ‬ ‫ﻴ‬ ‫ﺍﻝﺩﺭﺍﺴﺔ‬ ‫ﻫﺫﻩ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺒﺎﺤﺙ‬ ‫ﺴﻠﻙ‬ ‫ﺴـﺘﻘﻭﻡ‬ ‫ﺤﻴﺙ‬ ‫ﻭﺍﻝﺘﺤﻠﻴﻠﻲ‬ ‫ﺍﻝﻭﺼﻔﻲ‬ ‫ﺍﻝﻤﻨﻬﺞ‬ ‫ﺴﻭﻑ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﻌﻠﻭﻤﺎﺕ‬ ‫ﺒﻭﺼﻑ‬ ‫ﻨ‬ ‫ﺍﻝﻤﺘﻌﻠﻘﺔ‬ ‫ﻭﺍﻝﺩﺭﺍﺴﺎﺕ‬ ‫ﻭﺍﻝﻤﺭﺍﺠﻊ‬ ‫ﺍﻝﻜﺘﺏ‬ ‫ﻤﻥ‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﺤﺼل‬ ،‫ﺒﺎﻝﺒﺤﺙ‬ ‫ﺘﻁﺒﻴﻕ‬ ‫ﺃﻫﻤﻴﺔ‬ ‫ﺘﺒﻴﻥ‬ ‫ﺤﻴﺙ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻤﺒﺩﺃ‬ ‫ﺍﻝﺨﺎﺼـﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺴ‬ ‫ﺤﻴﺙ‬ ‫ﺘﺤﻠﻴﻠﻲ‬ ‫ﻭﺍﻝﺒﺤﺙ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺒﻬﺫﻩ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﻭﺘﺤﺴﻴﻥ‬ ‫ﻴ‬ ‫ﺍﻝﺒﻴﺎ‬ ‫ﺒﺘﺤﻠﻴل‬ ‫ﺍﻝﺒﺎﺤﺙ‬ ‫ﻘﻭﻡ‬ ‫ﻨﺎﺕ‬ ‫ﻨﺘـﺎﺌﺞ‬ ‫ﺇﻝﻰ‬ ‫ﺍﻝﺘﻭﺼل‬ ‫ﺒﻬﺩﻑ‬ ‫ﻭﺫﻝﻙ‬ ‫ﺍﻻﺴﺘﺒﻴﺎﻥ‬ ‫ﺍﺴﺘﻤﺎﺭﺍﺕ‬ ‫ﻤﻥ‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﺍﻝﺤﺼﻭل‬ ‫ﺴﻴﺘﻡ‬ ‫ﺍﻝﺘﻲ‬ ‫ﻭﺘﻭﺼﻴﺎﺕ‬ ‫ﺍﻝﺩﺭﺍﺴﺔ‬ . + ‫دא‬ * ‫א‬ : ‫ﺍﻝﺩﺭﺍﺴﺔ‬ ‫ﺍﻝﻨﻅﺭﻴﺔ‬ : ‫ﺴﻭﻑ‬ ‫ﻴ‬ ‫ﺒﻤﻭﻀﻭﻉ‬ ‫ﺍﻝﻤﺘﻌﻠﻘﺔ‬ ‫ﻭﺍﻝﺩﺭﺍﺴﺎﺕ‬ ‫ﺍﻝﻜﺘﺏ‬ ‫ﻋﻠﻰ‬ ‫ﺒﺎﻹﻁﻼﻉ‬ ‫ﺍﻝﺒﺎﺤﺙ‬ ‫ﻘﻭﻡ‬ ‫ﺍﻝﺒﺤﺙ‬ . ‫ﺍﻝﺩﺭﺍﺴﺔ‬ ‫ﺍﻝﻤﻴﺩﺍﻨﻴﺔ‬ : ‫ﺴﻭﻑ‬ ‫ﻴ‬ ‫ﺍﻻﺴﺘﺒﻴ‬ ‫ﺍﺴﺘﻤﺎﺭﺍﺕ‬ ‫ﺒﺘﻭﺯﻴﻊ‬ ‫ﺍﻝﺒﺎﺤﺙ‬ ‫ﻘﻭﻡ‬ ‫ﻤـﻥ‬ ‫ﺍﻝﺒﺤـﺙ‬ ‫ﻋﻴﻨـﺔ‬ ‫ﻋﻠـﻰ‬ ‫ﺎﻥ‬ ‫ﺍﻝﻤﺴﺌﻭﻝﻴﻥ‬ ‫ﺍﻝﺒﺤـﺙ‬ ‫ﺃﺴـﺌﻠﺔ‬ ‫ﺤﻭل‬ ‫ﺁﺭﺍﺌﻬﻡ‬ ‫ﻻﺴﺘﻁﻼﻉ‬ ‫ﺠﺩﺓ‬ ‫ﺒﻤﺩﻴﻨﺔ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﺒﺎﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻤﻭﻀﻭﻉ‬ ‫ﺤﻭل‬ ‫ﺒﻤﻌﻠﻭﻤﺎﺕ‬ ‫ﻭﺍﻝﺨﺭﻭﺝ‬ ‫ﺍﻝﺒﺤﺙ‬ . ‫دמ‬.‫א‬/!$0‫وא‬1‫א‬ #$‫א‬ : ‫ﺴﻭﻑ‬ ‫ﻴ‬ ‫ﺍﻷﺴﻠﻭﺏ‬ ‫ﺒﺎﺴﺘﺨﺩﺍﻡ‬ ‫ﺍﻝﺒﺎﺤﺙ‬ ‫ﻘﻭﻡ‬ ‫ﺍﻹﺤﺼﺎﺌﻲ‬ ‫ﺍﻝﻤﺌﻭﻴﺔ‬ ‫ﻭﺍﻝﻨﺴﺏ‬ ‫ﺍﻝﺘﻜﺭﺍﺭﺍﺕ‬ ‫ﺍﻻﺴﺘﺒﻴ‬ ‫ﺍﺴﺘﻤﺎﺭﺍﺕ‬ ‫ﺘﺤﻠﻴل‬ ‫ﻓﻲ‬ ‫ﻭﺘﻭﺼﻴﺎﺕ‬ ‫ﻨﺘﺎﺌﺞ‬ ‫ﺇﻝﻰ‬ ‫ﺍﻝﺘﻭﺼل‬ ‫ﺒﻬﺩﻑ‬ ‫ﻭﺫﻝﻙ‬ ‫ﺎﻥ‬ ‫ﺍﻝﺒﺤﺙ‬ .
  • 8. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٨ - ‫اول‬ ‫ا‬ ‫ه‬ ‫وا‬ ‫دة‬ ‫ا‬ ‫وأ‬ ‫و‬ ‫ه‬  ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﻫﻭ‬ ‫ﻤﺎ‬  ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺃﻨﻭﺍﻉ‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﻬﻭﻡ‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﺎﻫﻴﻡ‬ ‫ﺘﻁﻭﺭ‬ ‫ﻤﺭﺍﺤل‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﺴﺘﺭﺍﺘﻴﺠﻴﺔ‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﻤﺅﺜﺭﺓ‬ ‫ﺍﻝﻌﻭﺍﻤل‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﺴﺅﻭﻝﻴﺔ‬  ‫ﺃﺴﺎﻝﻴﺏ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﻁﻭﻴﺭ‬  ‫ﺍ‬ ‫ﻓﻭﺍﺌﺩ‬ ‫ﻝﻠﺠﻭﺩﺓ‬ ‫ﻝﺘﺨﻁﻴﻁ‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﺭﺍﻗﺒﺔ‬ ‫ﺇﺩﺍﺭﺓ‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻓﺭﻕ‬  ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﺘﺩﺭﻴﺏ‬ 2‫'وא‬ 2‫'وא‬ 2‫'وא‬ 2‫'وא‬ : :: : ‫ﻫﻭ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﻤﻜﺎﻥ‬ ‫ﻹﻴﻭﺍﺀ‬ ‫ﺸـﻔﺎﺅﻫﻡ‬ ‫ﻴﺘﻡ‬ ‫ﺤﺘﻰ‬ ‫ﻭﺍﻝﻤﺼﺎﺒﻴﻥ‬ ‫ﺍﻝﻤﺭﻀﻰ‬ ‫ﻋﻴـﺎﺩﺓ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺼـﺤﻲ‬ ‫ﺍﻝﻤﻜﺘﺏ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺤﻲ‬ ‫ﻋﻴﺎﺩﺓ‬ ‫ﻋﻥ‬ ‫ﻤﻤﻴﺯ‬ ‫ﻁﺎﺒﻊ‬ ‫ﻝﻬﻡ‬ ‫ﻓﺈﻥ‬ ‫ﻝﺫﻝﻙ‬
  • 9. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٩ - ‫ﻋﻠﻰ‬ ‫ﺩﺍﺨﻠﻪ‬ ‫ﻓﻲ‬ ‫ﻴﺤﺘﻭﻱ‬ ‫ﺍﻨﻪ‬ ‫ﺤﻴﺙ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻁﺒﻴﺏ‬ ‫ﺃﺴﺭﻩ‬ ‫ﺍﻝﻤ‬ ‫ﻹﻴﻭﺍﺀ‬ ‫ﻝـﺫﻝﻙ‬ ‫ﺭﻀـﻰ‬ ‫ﺃﻭل‬ ‫ﻓﺈﻥ‬ ‫ﻭﻅﻴﻔﺔ‬ ‫ﻭﺍﻝﻤﺼـﺎﺒﻴﻥ‬ ‫ﺍﻝﻤﺭﻀـﻰ‬ ‫ﺇﻴﻭﺍﺀ‬ ‫ﻫﻲ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﻭﻅﺎﺌﻑ‬ ‫ﻤﻥ‬ ‫ﻭﻅﻴﻔﺔ‬ ‫ﻤﻥ‬ ‫ﻴﻘﺭﺒﻪ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺍﻷﻤﺭ‬ ‫ﺍﻝﻔﻨﺩﻕ‬ . ‫ﺍﻝﺭﻋﺎﻴﺔ‬ ‫ﻴﻠﻘﻭﻥ‬ ‫ﻭﺍﻝﻤﺼﺎﺒﻴﻥ‬ ‫ﻭﺍﻝﻤﺭﻀﻰ‬ ‫ﺍﻝﻁﺒﻴﺔ‬ ‫ﻋﺎﻤﻴﻥ‬ ‫ﺃﻁﺒﺎﺀ‬ ‫ﻁﺭﻴﻕ‬ ‫ﻋﻥ‬ ‫ﻓـﻲ‬ ‫ﻭﻝﻜـﻨﻬﻡ‬ ‫ﺍﻝﻭﻗـﺕ‬ ‫ﺒﻌﺽ‬ ‫ﺃﻭ‬ ‫ﺍﻝﻭﻗﺕ‬ ‫ﻜل‬ ‫ﺒﺄﻋﻤﺎﻝﻬﻡ‬ ‫ﻴﻘﻭﻤﻭﻥ‬ ‫ﻭﻤﺘﺨﺼﺼﻴﻥ‬ ‫ﻴﻤﺜﻠﻭﻥ‬ ‫ﻤﺠﻤﻭﻋﻬﻡ‬ ‫ﺍﻝﻬﻴﺌﺔ‬ ‫ﻝﻠﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﻁﺒﻴﺔ‬ ‫ﻋﻠـﻰ‬ ‫ﺒﻨـﺎﺀ‬ ‫ﻨﺸﺎﻁﻬﻡ‬ ‫ﻭﻴﻤﺎﺭﺴﻭﻥ‬ ‫ﻤﻥ‬ ‫ﺘﻔﻭﻴﺽ‬ ‫ﺇﺩﺍﺭﺘﻪ‬ ‫ﺘﻅل‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻌﻠﻴﺎ‬ ‫ﻤﺴﺌﻭﻝﻪ‬ ‫ﻝﻤﺭﻀـﺎﻩ‬ ‫ﺭﻋﺎﻴﺔ‬ ‫ﻤﻥ‬ ‫ﻴﻘﺩﻤﻪ‬ ‫ﻋﻤﺎ‬ ‫ﻭﻫﺅﻻﺀ‬ ‫ﻭﻤﺼﺎﺒﻴﻪ‬ ‫ﺍﻷﻁﺒﺎﺀ‬ ‫ﻓـﻲ‬ ‫ﺍﻝﻤﺘﺎﺤـﺔ‬ ‫ﺍﻝﺨـﺩﻤﺎﺕ‬ ‫ﺍﺴﺘﺨﺩﺍﻡ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺤﻕ‬ ‫ﻝﻬﻡ‬ ‫ﻭﺃﺠﻬـﺯﺓ‬ ‫ﻭﻤﺴـﺘﻠﺯﻤﺎﺕ‬ ‫ﻭﺃﺩﻭﺍﺕ‬ ‫ﻤﻌـﺩﺍﺕ‬ ‫ﺍﺴـﺘﻌﻤﺎل‬ ‫ﺤﻕ‬ ‫ﻭﻝﻬﻡ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﻭﺍﻝﻤﺼﺎﺏ‬ ‫ﻝﻠﻤﺭﻴﺽ‬ ‫ﻤﻤﻜﻨﻪ‬ ‫ﺭﻋﺎﻴﺔ‬ ‫ﺃﻗﺼﻰ‬ ‫ﻝﺘﻘﺩﻴﻡ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ) ١ ( ‫*وאعא‬ ‫*وאعא‬ ‫*وאعא‬ ‫*وאعא‬ : :: : ‫ﻓﻴﻤﺎ‬ ‫ﻨﻭﻀﺤﻬﺎ‬ ‫ﻝﻠﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻘﺴﻴﻤﺎﺕ‬ ‫ﻋﺩﺓ‬ ‫ﻫﻨﺎﻙ‬ ‫ﻴﻠﻲ‬ : ) ٢ ( ‫ﺃ‬ - ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻘﺴﻴﻡ‬ ‫ﻴﻤﻜﻥ‬ ‫ﺇﻝﻰ‬ ‫ﻨﻭﻋﻴﻥ‬ ‫ﺃﺴﺎﺴﻴﻴﻥ‬ ‫ﻫﻤﺎ‬ : ‫ﺍﻝﺘﺨﺼﺼﻲ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ – ‫ﺍﻝﻤﺘﻌﺩﺩﺓ‬ ‫ﺍﻝﺘﺨﺼﺼﺎﺕ‬ ‫ﺫﻭ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﺘﺨﺼﺼﻲ‬ : ‫ﻤﻥ‬ ‫ﺠﺯﺀ‬ ‫ﻋﻼﺝ‬ ‫ﻓﻲ‬ ‫ﻤﺘﺨﺼﺹ‬ ‫ﻴﻜﻭﻥ‬ ‫ﺍﻝﺫﻱ‬ ‫ﻫﻭ‬ ‫ﺃﺠﺯﺍﺀ‬ ‫ﻜـﺎﻝﻌﻴﻥ‬ ‫ﺍﻝﺠﺴﻡ‬ ‫ﻭﺍﻷ‬ ‫ﻭﺍﻷﻨﻑ‬ ‫ﺍﻝﺴﺭﻁﺎﻥ‬ ‫ﻭﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍﻝﻌﻅﺎﻡ‬ ‫ﻭﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻭﺍﻝﺤﻨﺠﺭﺓ‬ ‫ﺫﻥ‬ . ) ١ ( ‫ﻋﻠﻲ‬ / ‫ﺣﻨﻔﻲ‬ ‫ﺯﻫﲑ‬ / ١٣٩٦ / ١٩٧٦ ، ‫ﻡ‬ ) ‫ﻟﻠﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍﻟﻌﻠﻴﺎ‬ ‫ﺍﻹﺩﺍﺭﻩ‬ ‫ﰲ‬ ‫ﺍﳌﺴﺘﺤﺪﺙ‬ ( ‫ﺍﳌﺼﺮﻳﺔ‬ ‫ﺍﻻﳒﻠﻮ‬ ‫ﻣﻜﺘﺒﺔ‬ ، ‫ﺹ‬ ، ‫ﺍﻟﻘﺎﻫﺮﺓ‬ ، ٨ - ٩ . ) ٢ ( ‫ﲜﺪﺓ‬ ‫ﻭﺍﻟﺼﻨﺎﻋﻴﺔ‬ ‫ﺍﻟﺘﺠﺎﺭﻳﺔ‬ ‫ﺑﺎﻟﻐﺮﻓﺔ‬ ‫ﺍﻟﺒﺤﻮﺙ‬ ‫ﻣﺮﻛﺰ‬ / ‫ﺍﻻﻭﻝ‬ ‫ﺭﺑﻴﻊ‬ ١٤٠٣ - ‫ﺩﻳﺴﻤﱪ‬ ١٩٨٢ ، ) ‫ﺩﺭﺍﺳﺔ‬ ‫ﺍﳋﺎﺻﺔ‬ ‫ﺍﳌﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﰲ‬ ‫ﺍﻻﺩﺍﺭﻩ‬ ‫ﲢﻠﻴﻠﻴﻪ‬ ( ‫ﺹ‬ ، ‫ﺟﺪﺓ‬ ‫ﺍﻟﺼﻨﺎﻋﻴﺔ‬ ‫ﺍﻟﺘﺠﺎﺭﻳﺔ‬ ‫ﺍﻟﻐﺮﻓﺔ‬ ١٤ - ١٥ .
  • 10. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٠ - ‫ﻤﺠﻤﻭﻋﻪ‬ ‫ﻓﻲ‬ ‫ﻴﻬﺩﻑ‬ ‫ﻓﺈﻨﻪ‬ ‫ﺍﻝﻤﺘﻌﺩﺩﺓ‬ ‫ﺍﻝﺘﺨﺼﺼﺎﺕ‬ ‫ﺫﻭ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺃﻤﺎ‬ ‫ﺇﻝﻰ‬ ‫ﻤـﻥ‬ ‫ﻴﻌـﺎﻨﻭﻥ‬ ‫ﻭﺍﻝﻠـﺫﻴﻥ‬ ‫ﹰ‬ ‫ﻻ‬‫ﺃﻁﻔﺎ‬ ‫ﺃﻡ‬  ‫ﺀ‬‫ﻨﺴﺎ‬ ‫ﺃﻡ‬ ‫ﻜﺎﻨﻭﺍ‬ ‫ﹰ‬ ‫ﻻ‬‫ﺭﺠﺎ‬ ‫ﻝﻠﻌﻤﻭﻡ‬ ‫ﺍﻝﻌﻼﺝ‬ ‫ﺘﻘﺩﻴﻡ‬ ‫ﺍﻝﻤﻤﻜﻥ‬ ‫ﻤﻥ‬ ‫ﻫﺫﺍ‬ ‫ﺍﻝﻌﺩﻭﻯ‬ ‫ﺴﺭﻴﻌﺔ‬ ‫ﺍﻷﻤﺭﺍﺽ‬ ‫ﺒﻌﺽ‬ ‫ﻋﺩﺍ‬ ‫ﻓﻴﻤﺎ‬ ‫ﻤﺭﺽ‬ ‫ﺃﻭ‬ ‫ﺇﺼﺎﺒﺔ‬ ‫ﺍﻝ‬ ‫ﺒﺘﻠﻙ‬ ‫ﻴﻠﺤﻕ‬ ‫ﺃﻥ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺃﻗﺴﺎﻤ‬ ‫ﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻷﻤﺭﺍﺽ‬ ‫ﻭﺍﻷﻤﺭﺍﺽ‬ ‫ﺍﻷﻁﻔﺎل‬ ‫ﺍﻝﻤﻨﻭﻁـﺔ‬ ) ‫ﻭﺍﻷﻨﻜﻠﺴﺘﻭﻤﺎ‬ ‫ﺍﻝﺒﻠﻬﺎﺭﺴﻴﺎ‬ ‫ﻤﺜل‬ ( ‫ﻤﺘﻜﺎﻤﻠﺔ‬ ‫ﺨﺩﻤﺔ‬ ‫ﺘﻘﺩﻴﻡ‬ ‫ﻝﻴﻤﻜﻥ‬ ‫ﺒﺎﻝﻤﺴﺘﺸﻔﻰ‬ . ‫ﺏ‬ - ‫ﺍﻝﻌﺎﻤﺔ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻘﺴﻴﻡ‬ ‫ﻴﻤﻜﻥ‬ ) ‫ﺍﻝﺤﻜﻭﻤﻴﺔ‬ ( ‫ﺘﻭﺠﺩ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﻨﻁﻘﺔ‬ ‫ﺤﺴﺏ‬ ‫ﺃﻨﻭﺍﻉ‬ ‫ﺜﻼﺜﺔ‬ ‫ﺇﻝﻰ‬ ‫ﻓﻴﻬﺎ‬ ‫ﻫﻡ‬ : - ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﻌﺎﻡ‬ : ‫ﻜ‬ ‫ﺒﻪ‬ ‫ﻭﺘﻭﺠﺩ‬ ‫ﻤﻨﻁﻘﺔ‬ ‫ﻴﺨﺩﻡ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﻭﻫﻭ‬ ‫ﺎﻓـﺔ‬ ‫ﻤـﻥ‬ ‫ﻝـﻴﻤﻜﻥ‬ ‫ﺍﺴﺘﺭﺍﺘﻴﺠﻲ‬ ‫ﻤﻜﺎﻥ‬ ‫ﻝﻪ‬ ‫ﻴﺨﺘﺎﺭ‬ ‫ﻤﺎ‬ ‫ﻭﻋﺎﺩﺓ‬ ‫ﺍﻝﻌﺎﻤﺔ‬ ‫ﺍﻝﺘﺨﺼﺼﺎﺕ‬ ‫ﺒﺴﻬﻭﻝﺔ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺘﻘﺩﻴﻡ‬ ‫ﺨﻼﻝﻪ‬ ‫ﻭﻴﺴﺭ‬ . - ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﻤﺭﻜﺯﻱ‬ : ‫ﻋﻠﻰ‬ ‫ﻴﺸﺘﻤل‬ ‫ﻤﺘﻭﺴﻁ‬ ‫ﻤﺴﺘﺸﻔﻰ‬ ‫ﻋﻥ‬ ‫ﻋﺒﺎﺭﺓ‬ ‫ﻭﻫﻭ‬ ‫ﻤﺌﺎﺕ‬ ‫ﺒﻌﺽ‬ ‫ﺍﻷﺴﺭﺓ‬ ‫ﻤﺠـﺎﻻﺕ‬ ‫ﻓـﻲ‬ ‫ﺍﻝﻌﺎﻤﺔ‬ ‫ﺍﻝﺘﺨﺼﺼﺎﺕ‬ ‫ﺒﻪ‬ ‫ﺘﺘﻭﺍﻓﺭ‬ ‫ﺤﻴﺙ‬ ‫ﻭﺍﻝﺠﺭﺍﺤﻴﺔ‬ ‫ﺍﻝﺒﺎﻁﻨﻴﺔ‬ ‫ﺍﻷﻤﺭﺍﺽ‬ ‫ﻭﺍﻝﺘﻭﻝﻴﺩ‬ . - ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﻤﺤﻠﻲ‬ : ‫ﻴﺘـﺭﺍﻭﺡ‬ ‫ﺃﺴـﺭﺓ‬ ‫ﺒﻪ‬ ‫ﺘﻭﺠﺩ‬ ‫ﺼﻐﻴﺭ‬ ‫ﻤﺴﺘﺸﻔﻰ‬ ‫ﻭﻫﻭ‬ ‫ﻤﻥ‬ ‫ﻋﺩﺩﻫﺎ‬ ٢٠٠ ‫ﺴﺭﻴﺭ‬ ‫ﺇﻝﻰ‬ ١٠٠ ‫ﺍﻝﺤﺎﺠـﺔ‬ ‫ﺤﺴﺏ‬ ‫ﺒﻪ‬ ‫ﻴﺘﻭﺍﻓﺭ‬ ‫ﺤﻴﺙ‬ ‫ﺴﺭﻴﺭ‬ ‫ﻭﺭﻋﺎﻴﺔ‬ ‫ﻭﺍﻝﺠﺭﺍﺤﻴﺔ‬ ‫ﺍﻝﺒﺎﻁﻨﻴﺔ‬ ‫ﺍﻷﻤﺭﺍﺽ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻌﺎﻤﺔ‬ ‫ﺍﻝﺘﺨﺼﺼﺎﺕ‬ ‫ﺍ‬ ‫ﻷﻤﻭﻤﺔ‬ . ‫ﺝ‬ - ‫ﺍﻝﻤﻠﻜﻴﺔ‬ ‫ﺤﻴﺙ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺘﻨﻘﺴﻡ‬ ‫ﺃﻥ‬ ‫ﻴﻤﻜﻥ‬ ‫ﺇﻝﻰ‬ : ‫ﺍﻝﺤﻜﻭﻤﻲ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ - ‫ﺍﻝﺨﺎﺹ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﺤﻜﻭﻤﻲ‬ : ‫ﺁﺨـﺭ‬ ‫ﺒﻤﻌﻨﻰ‬ ‫ﺃﻱ‬ ‫ﻋﺎﻤﺔ‬ ‫ﺴﻠﻁﺔ‬ ‫ﺒﻭﺍﺴﻁﺔ‬ ‫ﻴﺩﺍﺭ‬ ‫ﺍﻝﺫﻱ‬ ‫ﻫﻭ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻤﻨﻅﻤـﺎﺕ‬ ‫ﻤﻥ‬ ‫ﻤﻨﻅﻤﺔ‬ ‫ﺒﻭﺍﺴﻁﺔ‬ ‫ﻴﺩﺍﺭ‬ ‫ﺍﻝﻌﺎﻤـﺔ‬ . ‫ﻋﺎﻤـﺔ‬ ‫ﻤﻠﻜﻴﺔ‬ ‫ﺍﻝﻤﻤﻠﻭﻜﺔ‬ ‫ﺒﺎﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺃﺤﻴﺎﻨ‬ ‫ﻴﺴﻤﻰ‬ ‫ﻭﻝﺫﻝﻙ‬
  • 11. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١١ - ‫ﻝﻭﺯﺍﺭﺓ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺭﺃﺴ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺘﺎﺒﻌ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﻴﻜﻭﻥ‬ ‫ﺍﻷﺤﻴﺎﻥ‬ ‫ﺒﻌﺽ‬ ‫ﻭﻓﻲ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﻤﻥ‬ ‫ﻜﻭﺍﺤﺩ‬ ‫ﺍﻝﺼﺤﺔ‬ ،‫ﺘﻤﻠﻜﻬﺎ‬ ‫ﻴﻜﻭﻥ‬ ‫ﻭﻗﺩ‬ ‫ﺒﻭﺍﺴ‬ ‫ﻴﺩﺍﺭ‬ ‫ﺃﻭ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻤﻤﻠﻭﻜ‬ ‫ﻤﻨﻅﻤـﺎﺕ‬ ‫ﻤﻥ‬ ‫ﺃﺨﺭﻯ‬ ‫ﻤﻨﻅﻤﺔ‬ ‫ﻁﺔ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﺍﻝﻌﺎﻤﺔ‬ . ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺍﻝﺨﺎﺹ‬ : ‫ﻓﻴﻨﻘﺴﻡ‬ ‫ﺇﻝﻰ‬ ‫ﻨﻭﻋﻴﻥ‬ ‫ﻫﻤﺎ‬ : ١ - ‫ﻭﺭﺍﺌـﻪ‬ ‫ﻤﻥ‬ ‫ﺘﻬﺩﻑ‬ ‫ﻭﻻ‬ ‫ﺍﻝﺨﻴﺭ‬ ‫ﻝﻔﻌل‬ ‫ﺠﻬﺔ‬ ‫ﺘﻤﻠﻜﻪ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺍﻝﺨﺎﺹ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻰ‬ ‫ﺇﻝﻰ‬ ‫ﻤـﻥ‬ ‫ﺍﻝﻨـﻭﻉ‬ ‫ﻭﻫـﺫﺍ‬ ‫ﺘﺠـﺎﺭﻱ‬ ‫ﻜﻤﺸـﺭﻭﻉ‬ ‫ﺇﺩﺍﺭﺘﻪ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺭﺒﺢ‬ ‫ﺘﺤﻘﻴﻕ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺼـﻨﺎﻋﻴﺔ‬ ‫ﺍﻝﺸـﺭﻜﺎﺕ‬ ‫ﺒﻌﺽ‬ ‫ﺃﻭ‬ ‫ﺩﻴﻨﻴﺔ‬ ‫ﻫﻴﺌﺎﺕ‬ ‫ﺘﻤﺘﻠﻜﻪ‬ ‫ﻗﺩ‬ ‫ﺍﻝﻤﺴﺘﺸﻔﻴﺎﺕ‬ ‫ﺍ‬ ‫ﺇﺤﺩﻯ‬ ‫ﻭﻏﻴﺭ‬ ‫ﺍﻝﺨﻴﺭ‬ ‫ﻝﻔﻌل‬ ‫ﺍﻻﺠﺘﻤﺎﻋﻴﺔ‬ ‫ﻝﻤﻨﻅﻤﺎﺕ‬ ‫ﺫﻝﻙ‬ . ٢ - ‫ﺒﻬـﺩﻑ‬ ‫ﺍﻷﻓـﺭﺍﺩ‬ ‫ﻤﻥ‬ ‫ﻤﺠﻤﻭﻋﺔ‬ ‫ﺃﻭ‬ ‫ﻓﺭﺩ‬ ‫ﺃﻭ‬ ‫ﻤﻨﺸﺄﺓ‬ ‫ﺘﻤﻠﻜﻪ‬ ‫ﺨﺎﺹ‬ ‫ﻤﺴﺘﺸﻔﻰ‬ ‫ﺘﺤﻘﻴﻕ‬ ،‫ﺍﻝﺭﺒﺢ‬ ‫ﺍﻝﻤﺸﺭﻭﻉ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻜﻨﻤﻁ‬ ‫ﺇﺩﺍﺭﺘﻪ‬ ‫ﻭﻨﻤﻁ‬ ‫ﺍﻝﺘﺠﺎﺭﻱ‬ . ‫ود‬ ‫وמא‬ ‫ود‬ ‫وמא‬ ‫ود‬ ‫وמא‬ ‫ود‬ ‫وמא‬ : :: : ‫ﻜل‬ ‫ﻓﻲ‬ ‫ﻤﻤﺎﺭﺴﺘﻪ‬ ‫ﺘﺠﺏ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺍﻝﻜﻤﺎل‬ ‫ﻤﻌﻴﺎﺭ‬ ‫ﻫﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻷﻭﻗﺎﺕ‬ ‫ﻭﻫـﻲ‬ ‫ﻤﺴﺘﻤﺭ‬ ‫ﺠﻬﺩ‬ ‫ﻤﺘﻁﻭﺭ‬ . ‫ﻻ‬ ‫ﻴﻭﺠﺩ‬ ‫ﻝ‬ ‫ﺤﺩ‬ ‫ﺃﺤﻘـﺭ‬ ‫ﻓﻲ‬ ‫ﺤﺘﻰ‬ ‫ﺘﺤﻘﻴﻘﻬﺎ‬ ‫ﻴﻤﻜﻥ‬ ‫ﺍﻝﺘﻲ‬ ‫ﻠﺠﻭﺩﺓ‬ ‫ﺍﻷﻋﻤﺎل‬ ) ‫ﺩﻴﻑ‬ ‫ﺘﻭﻤﺎﺱ‬ .( ‫ﻤﺠﻤﻭﻋﺔ‬ ‫ﺃﻭ‬ ‫ﻫﺩﻑ‬ ‫ﺃﻭ‬ ‫ﻤﻌﻴﺎﺭ‬ ‫ﻫﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﺍﻥ‬ ‫ﻤﺘﻁﻠﺒﺎﺕ‬ . ‫ﻫﻲ‬ ‫ﻭﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﻝﻴﺱ‬ ‫ﻗﻴﺎﺴﻪ‬ ‫ﻴﻤﻜﻥ‬ ‫ﻫﺩﻑ‬ ‫ﺇﺤﺴﺎﺱ‬ ‫ﻤﺒﻬﻡ‬ ‫ﺒﺎﻝﺼﻼﺤﻴﺔ‬ . ‫ﻤـﻥ‬ ‫ﻤﺘﻭﺍﺼل‬ ‫ﺠﻬﺩ‬ ‫ﺇﻨﻬﺎ‬ ‫ﻤﺤﺩﺩﺓ‬ ‫ﺩﺭﺠﺔ‬ ‫ﻭﻝﻴﺴﺕ‬ ‫ﺍﻝﺘﻁﻭﺭ‬ ‫ﺃﺠل‬ ‫ﻝﻼﻤﺘﻴﺎﺯ‬ . ‫ﺍﻤـﺘﻼﻙ‬ ‫ﻴﻤﻜﻨﻨﺎ‬ ‫ﻭﻻ‬ ‫ﻨﺘﻴﺠﺔ‬ ‫ﺇﻨﻬﺎ‬ ‫ﻭﻝﻜﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻓﻘﻁ‬ ‫ﻴﻤﻜﻨﻨﺎ‬ ‫ﻤﻤﺎﺭﺴﺘﻬﺎ‬ . ‫ﺇﻥ‬ ‫ﻋـﻥ‬ ‫ﻨﻘـﺭﺭ‬ ‫ﻝﻠﻜﻤﺎل‬ ‫ﻤﻌﻴﺎﺭ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻗﺩ‬ ‫ﻜﻨﺎ‬ ‫ﺇﺫﺍ‬ ‫ﻤﺎ‬ ‫ﻁﺭﻴﻘﻪ‬ ‫ﺃﺩﻴﻨﺎ‬ ‫ﺍﻝﺘـﻲ‬ ‫ﻭﺒﺎﻝﻜﻴﻔﻴﺔ‬ ‫ﺍﻝﻤﺤﺩﺩ‬ ‫ﺍﻝﻭﻗﺕ‬ ‫ﻓﻲ‬ ‫ﻋﻠﻴﻪ‬ ‫ﻋﺯﻤﻨﺎ‬ ‫ﻤﺎ‬
  • 12. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٢ - ‫ﻗﺭﺭﻨﺎ‬ ‫ﺃﻨﻬﺎ‬ ‫ﺍﺤﺘﻴﺎﺠﺎﺕ‬ ‫ﺘﻼﺌﻡ‬ ‫ﻋﻤﻼﺌﻨﺎ‬ . ‫ﺍﻝﺘـﻲ‬ ‫ﺒﺎﻝﻁﺭﻴﻘﺔ‬ ‫ﺴﻌﺩﺍﺀ‬ ‫ﻋﻤﻼﺅﻨﺎ‬ ‫ﻜل‬ ‫ﻫل‬ ‫ﺃﻭ‬ ‫ﺨﺩﻤﺎﺘﻨﺎ‬ ‫ﺒﻬﺎ‬ ‫ﻗﺩﻤﻨﺎ‬ ‫ﺃﺩﻴﻨﺎ‬ ‫ﻴﻤﻜﻨﻨﺎ‬ ‫ﺴﻌﺩﺍﺀ‬ ‫ﻜﺎﻨﻭﺍ‬ ‫ﺇﺫﺍ‬ ‫؟‬ ‫ﺃﻋﻤﺎﻝﻨﺎ‬ ‫ﺒﻬﺎ‬ ‫ﻗﺩ‬ ‫ﺒﺄﻨﻨﺎ‬ ‫ﺍﻝﻘﻭل‬ ‫ﺠﻭﺩﺓ‬ ‫ﻭﺃﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺃﻫﺩﺍﻑ‬ ‫ﺤﻘﻘﻨﺎ‬ ‫ﺍﻝﺼﻨﺎﻋﺔ‬ ‫ﻫﻲ‬ ) ‫ﺍﻝﻐـﺭﺽ‬ ‫ﻤﻼﺌﻤـﺔ‬ ( ‫ﻭﻓـﻲ‬ ‫ﺸﺨﺼﻴﺔ‬ ‫ﺘﻜﻭﻥ‬ ‫ﻭﺍﻝﺘﻲ‬ ‫ﺍﻝﺨﺩﻤﺎﺕ‬ ‫ﺼﻨﺎﻋﺔ‬ ‫ﺇﻝﻰ‬ ‫ﺍﻝﺠﻴـﺩﺓ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺃﻥ‬ ‫ﻨﻘﻭل‬ ‫ﻤﺎ‬ ‫ﺤﺩ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺘﻠﻙ‬ ‫ﻫﻲ‬ ‫ﺘﺠﺭﺒﺘﻬﺎ‬ ‫ﺘﺴﻬل‬ ‫ﺃﻥ‬ ‫ﻋﻠـﻰ‬ ‫ﺍﻝﻌﺎﻤﻠﻭﻥ‬ ‫ﺃﺘﻔﻕ‬ ‫ﻓﻘﺩ‬ ،‫ﺃﺨﺭﻯ‬ ‫ﻭﺒﻌﺒﺎﺭﺓ‬ ‫ﻤﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻨﺘﺎﺌﺞ‬ ‫ﻴﻘﻴﺴﻭﺍ‬ ‫ﻭﺃﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻤﺎﺭﺴﺔ‬ ‫ﺒﺘﺠﺭﺒﺔ‬ ‫ﻴﻘﻭﻤﻭﺍ‬ ‫ﺍﺴﺘﻁﻼﻉ‬ ‫ﺨﻼل‬ ‫ﺃﺭﺍﺀ‬ ‫ﺍﻝﻌﻤﻼﺀ‬ ‫ﺒﺸﺄﻨﻬﺎ‬ . ‫ﺍﻝﻌﻤـﻼﺀ‬ ‫ﻤﻥ‬ ‫ﺍﻤﺘﻴﺎﺯ‬ ‫ﺒﺘﻘﺩﻴﺭ‬ ‫ﺘﺤﻅﻰ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺘﻘﺭﻴﺭ‬ ‫ﻓﺒﻁﺎﻗﺔ‬ ‫ﺍﻝﻨﻬﺎﺌﻲ‬ ‫ﺍﻝﻤﺤﻙ‬ ‫ﻫﻲ‬ ‫ﻭﺍﻝﺨﺎﺭﺠﻴﻥ‬ ‫ﺍﻝﺩﺍﺨﻠﻴﻥ‬ ‫ﻝﻠﺠﻭﺩﺓ‬ . ) ١ ( ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﺘﻌﺭﻑ‬ ‫ﺒﺄﻨﻬﺎ‬ ‫ﻝﻼﺴـﺘﺨﺩﺍﻡ‬ ‫ﺍﻝﻤﻼﺌﻤـﺔ‬ ‫ﻭﻫﻲ‬ ‫ﺍﻷﺩﺍﺀ‬ ‫ﺘﺤﺴﻴﻥ‬ ‫ﻫﻲ‬ ‫ﻭﺍﻨﺨﻔﺎﺽ‬ ‫ﺍﻝﻌﻤﻼﺀ‬ ‫ﺸﻜﺎﻭﻱ‬ ‫ﻭﺍﻨﺨﻔﺎﺽ‬ ‫ﻝﻠﻌﻤﻼﺀ‬ ‫ﺍﻝﺨﺩﻤﺎﺕ‬ ‫ﺒﺘﻘﺩﻴﻡ‬ ‫ﺍﻹﺴﺭﺍﻉ‬ ‫ﻭﻫﻲ‬ ‫ﺍﻝﻤﺒﻴﻌﺎﺕ‬ ‫ﻭﺘﻨﻤﻴﺔ‬ ‫ﺍﻝﺘﻜﺎﻝﻴﻑ‬ ‫ﺨﻔﺽ‬ ‫ﻓﻲ‬ ‫ﻭﺍﻝﻨﺠﺎﺡ‬ ‫ﺍﻝﺘﺸﻐﻴل‬ ‫ﻭﺇﻋﺎﺩﺓ‬ ‫ﻭﺍﻝﻔﺎﻗﺩ‬ ‫ﺍﻝﺘﺎﻝﻑ‬ . ‫ﺇﻝﻲ‬ ‫ﺘﺅﺩﻱ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺃﻭ‬ ‫ﻝﻠﺴﻠﻌﺔ‬ ‫ﻭﺍﻝﺨﺼﺎﺌﺹ‬ ‫ﺍﻝﺼﻔﺎﺕ‬ ‫ﻤﺠﻤﻭﻉ‬ ‫ﻫﻲ‬ ‫ﻓﺎﻝﺠﻭﺩﺓ‬ ‫ﺘﺤﻘﻴﻕ‬ ‫ﻋﻠﻲ‬ ‫ﻗﺩﺭﺘﻬﺎ‬ ‫ﺃﻱ‬ ‫ﻤﻔﺘﺭﻀﺔ‬ ‫ﺃﻭ‬ ‫ﻤﻌﻠﻨﺔ‬ ‫ﺭﻏﺒﺎﺕ‬ . ) ٢ ( ‫ﺍﻝﻤﻁﻠـﻭﺏ‬ ‫ﺍﻝﻭﺠـﻪ‬ ‫ﻭﻋﻠـﻲ‬ ‫ﺒﺈﺘﻘـﺎﻥ‬ ‫ﺍﻝﻌﻤل‬ ‫ﺒﺄﺩﺍﺀ‬ ‫ﺍﻝﻘﻴﺎﻡ‬ ‫ﻫﻲ‬ ‫ﻭﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﺍﻝﻤﻘﺒﻭل‬ ) ٣ ( ‫ﻜﻤﺎ‬ ‫ﻋﻠﻴﻪ‬ ‫ﺍﷲ‬ ‫ﺼﻠﻲ‬ ‫ﻭﺭﺴﻭﻝﻪ‬ ‫ﻭﺠل‬ ‫ﻋﺯ‬ ‫ﺍﷲ‬ ‫ﺃﻤﺭﻨﺎ‬ ‫ﻭﺴﻠﻡ‬ . ‫ﻜﻘﻭﻝﺔ‬ ‫ﺘﻌﺎﻝﻰ‬ : ‫ﹰ‬ ‫ﻼ‬‫ﻋﻤ‬ ‫ﺃﺤﺴﻥ‬ ‫ﺃﻴﻜﻡ‬ ‫ﻝﻴﺒﻠﻭﻜﻡ‬ ‫ﻭﺍﻝﺤﻴﺎﺓ‬ ‫ﺍﻝﻤﻭﺕ‬ ‫ﺨﻠﻕ‬ ‫ﺍﻝﺫﻱ‬ ) ٤ ( ‫ﻭﺴﻠﻡ‬ ‫ﻋﻠﻴﻪ‬ ‫ﺍﷲ‬ ‫ﺼﻠﻰ‬ ‫ﻭﻗﻭﻝﺔ‬ ‫ﻴﺘﻘﻨﻪ‬ ‫ﺃﻥ‬ ‫ﹰ‬ ‫ﻼ‬‫ﻋﻤ‬ ‫ﺃﺤﺩﻜﻡ‬ ‫ﻋﻤل‬ ‫ﺇﺫﺍ‬ ‫ﻴﺤﺏ‬ ‫ﺍﷲ‬ ‫ﺇﻥ‬ ) ٥ ( ) ١ ( ‫ﺑﻮﻥ‬ / ‫ﺟﺮﳚﺮﺯ‬ ، ‫ﺩﻳﺎﻥ‬ / ‫ﺭﻳﻚ‬ / ‫ﺍﻟﻔﺮﺱ‬ ‫ﺗﺮﲨﺔ‬ / ‫ﺍﻟﻌﺪﻳﻠﻲ‬ ، ‫ﺣﺴﻦ‬ ‫ﺳﺎﻣﻲ‬ / ‫ﻧﺎﺻﺮ‬ ‫ﳏﻤﺪ‬ / ١٤١٦ ‫ﻫـ‬ / ١٩٩٥ ، ‫ﻡ‬ ) ‫ﺍﻻﺩﺍﺀ‬ ‫ﰲ‬ ‫ﺍﳉﻮﺩﺓ‬ ‫ﺍﻻﺩﺍﺭﻱ‬ : ‫ﺍﻟﻜﻠﻴﺔ‬ ‫ﺍﳉﻮﺩﺓ‬ ‫ﻣﻌﺎﻳﲑ‬ ‫ﻭﺗﻄﺒﻴﻖ‬ ‫ﻟﺘﺄﺳﻴﺲ‬ ‫ﺍﻟﺸﺨﺼﻲ‬ ‫ﺩﻟﻴﻠﻚ‬ ( ‫ﺹ‬ ، ‫ﺍﻟﺮﻳﺎﺽ‬ ، ‫ﺍﻟﻌﺎﳌﻴﺔ‬ ‫ﺍﻻﺑﺪﺍﻉ‬ ‫ﺍﻓﺎﻕ‬ ‫ﺩﺍﺭ‬ ، ١٥ . ) ٢ ( ‫ﺍﻟﺴﻠﻤﻲ‬ / ‫ﻋﻠﻲ‬ / ١٩٩٠ ، ‫ﻡ‬ ) ‫ﻟﻼﻳﺰﻭ‬ ‫ﺍﻟﺘﺄﻫﻴﻞ‬ ‫ﻭﻣﺘﻄﻠﺒﺎﺕ‬ ‫ﺍﻟﺸﺎﻣﻠﺔ‬ ‫ﺍﳉﻮﺩﺓ‬ ‫ﺍﺩﺍﺭﺓ‬ ٩٠٠ ( ، ‫ﺍﻟﻘﺎﻫﺮﺓ‬ ، ‫ﻭﺍﻟﻨﺸﺮ‬ ‫ﻟﻠﻄﺒﺎﻋﺔ‬ ‫ﻏﺮﻳﺐ‬ ‫ﺩﺍﺭ‬ ‫ﺹ‬ ١٧ - ١٨ ) ٢ ( ‫ﺍﻟﺸﺎﻣﻠﺔ‬ ‫ﺍﻷﺩﺍﺭﻳﺔ‬ ‫ﺍﳉﻮﺩﺓ‬ ‫ﲢﻘﻴﻖ‬ ‫ﰲ‬ ‫ﺍﻟﻨﺠﺎﺡ‬ ‫ﺇﺳﺮﺍﺭ‬ ، ‫ﺍﻟﻘﺮﺷﻲ‬ ‫ﺭﺩﺓ‬ ‫ﺑﻦ‬ ‫ﺣﺴﲔ‬ ) ‫ﺣﺪﺓ‬ : ، ‫ﻭﺍﻟﺘﻮﺯﻳﻊ‬ ‫ﻟﻠﻨﺸﺸﺮ‬ ‫ﺣﺎﻓﻆ‬ ‫ﺩﺍﺭ‬ ١٤٢٠ ، ‫ﻫـ‬ ١٩٩٩ ‫ﺹ‬، ‫ﻡ‬ ١٨،١٩ ) ٣ ( ، ‫ﺍﻷﻳﺔ‬ ، ‫ﺍﳌﻠﻚ‬ ‫ﺳﻮﺭﺓ‬ ٢
  • 13. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٣ - ‫ﻴﻌﺭﻑ‬ connell ‫ﻝﻠﻤﻨـﺘﺞ‬ ‫ﺍﻝﻤﺘﻤﻴﺯ‬ ‫ﻭﺍﻷﺩﺍﺀ‬ ‫ﻭﻴـﺭﻯ‬ Ba Ker and Abouzeid ‫ﺃﻥ‬ ‫ﺍﻝﺠﻭ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﺘﻤﻴﺯ‬ ‫ﺍﻷﺩﺍﺀ‬ ‫ﻋﻠﻲ‬ ‫ﻗﺩﺭﺓ‬ ‫ﺃﻜﺜﺭ‬ ‫ﺍﻝﺴﻠﻌﺔ‬ ‫ﺠﻬل‬ ‫ﻫﻲ‬ ‫ﺩﺓ‬ ‫ﺍﻝﻭﻓـﺎﺀ‬ ‫ﺒﺄﻨﻬـﺎ‬ ‫ﺒﺒﺭﻴﻁﺎﻨﻴﺎ‬ ‫ﺍﻻﻗﺘﺼﺎﺩﻴﺔ‬ ‫ﻝﻠﺘﻨﻤﻴﺔ‬ ‫ﺍﻝﻘﻭﻤﻲ‬ ‫ﺍﻝﻤﻜﺘﺏ‬ ‫ﻭﻴﻌﺭﻓﻬﺎ‬ ‫ﺍﻝﺴﻭﻕ‬ ‫ﺍﻝﺒﻴـﻊ‬ ‫ﺒﻌـﺩ‬ ‫ﻤﺎ‬ ‫ﻭﺨﺩﻤﺎﺕ‬ ‫ﺍﻝﺠﻴﺩ‬ ‫ﻭﺍﻷﺩﺍﺀ‬ ‫ﺍﻝﺘﺼﻤﻴﻡ‬ ‫ﺤﻴﺙ‬ ‫ﻤﻥ‬ ‫ﺍﻝﺴﻭﻕ‬ ‫ﺒﻤﺘﻁﻠﺒﺎﺕ‬ ‫ﻭﺍﻝﺨﺼﺎﺌﺹ‬ ‫ﺍﻝﺴﻤﺎﺕ‬ ‫ﺠﻤﻠﺔ‬ ‫ﺒﺄﻨﻬﺎ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻝﻠﻤﻌﺎﻴﻴﺭ‬ ‫ﺍﻷﻤﺭﻴﻜﻲ‬ ‫ﺍﻝﻤﻌﻬﺩ‬ ‫ﻭﻴﻌﺭﻑ‬ ‫ﺃ‬ ‫ﻝﻠﻤﻨﺘﺞ‬ ‫ﺒﺎﺤﺘﻴﺎﺠﺎﺕ‬ ‫ﺍﻝﻭﻓﺎﺀ‬ ‫ﻋﻠﻲ‬ ‫ﻗﺎﺩﺭﺓ‬ ‫ﺘﺠﻌﻠﻬﺎ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﻭ‬ ‫ﻤﻌﻴﻨﺔ‬ . ‫ود‬ ‫א‬ ‫אא‬ ‫ود‬ ‫א‬ ‫אא‬ ‫ود‬ ‫א‬ ‫אא‬ ‫ود‬ ‫א‬ ‫אא‬ : :: : ‫ﻝﻠﺘﻌﻠﻡ‬ ‫ﺩﺭﻭﺱ‬ ‫ﺜﻤﺎﻨﻴﺔ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﺴﺘﺭﺍﺘﻴﺠﻴﺔ‬ ‫ﺘﺘﻤﺜل‬ ‫ﻫﻲ‬ : ) ١ ( ١ - ‫ﺍﻝﺘﻌﻠﻴﻡ‬ ‫ﻭﺍﻝﺘﺩﺭﻴﺏ‬ : ‫ﺇﻥ‬ ‫ﺍﻻﻝﺘﺯﺍﻡ‬ ‫ﺍﻝﻤـﺩﺭﻴﻴﻥ‬ ‫ﺠﻤﻴﻊ‬ ‫ﻭﺘﺩﺭﻴﺏ‬ ‫ﺒﺘﻌﻠﻴﻡ‬ ‫ﻏﺎﻴﺔ‬ ‫ﻓﻲ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺃﻤﺭ‬ ‫ﻴﻌﺘﺒﺭ‬ ‫ﻭﺍﻝﻌﺎﻤﻠﻴﻥ‬ ‫ﺍﻷﻫﻤﻴﺔ‬ . ‫ﺍﻝﻤـﺩﻴﺭﻭﻥ‬ ‫ﺃﻭﻀـﺢ‬ ‫ﻭﻗﺩ‬ ‫ﺘﺤﺩﺜﻭ‬ ‫ﺍﻝﺫﻴﻥ‬ ‫ﺍﻝﻌﻤل‬ ‫ﺒﺠﻤﺎﻋﺔ‬ ‫ﺍﻝﺨﺎﺼﺔ‬ ‫ﻭﺍﻹﻨﺠﺎﺯﺍﺕ‬ ‫ﺍﻷﻋﻤﺎل‬ ‫ﺃﻥ‬ ‫ﻤﻌﻨﺎ‬ ‫ﺍ‬ ‫ﻝﻬﺎ‬ ‫ﺍﻨﻌﻜﺎﺴﻬﺎ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﻤﺒﺎﺸﺭ‬ ‫ﺍﻝﻤﺩﻴﺭ‬ . ‫ﺍﻝﻤﻠﺘﺯﻤـﺔ‬ ‫ﺍﻝﻌﻤـل‬ ‫ﻓﺠﻤﺎﻋـﺔ‬ ‫ﺘﺘﻘﺎﺒل‬ ‫ﻭﺍﻝﻔﻌﺎﻝﺔ‬ ‫ﺒﺎﻨﺘﻅﺎﻡ‬ ‫ﺘﺤﺴﻴﻨﺎﺕ‬ ‫ﻝﻤﻨﺎﻗﺸﺔ‬ ،‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺠﻤﺎﻋﺎﺕ‬ ‫ﺃﻤﺎ‬ ‫ﺍﻝﺘﺤﻔﻴـﺯ‬ ‫ﺇﻝـﻰ‬ ‫ﺘﻔﺘﻘﺭ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺠﻤﺎﻋﺎﺕ‬ ‫ﻓﻬﻲ‬ ‫ﺫﻝﻙ‬ ‫ﻓﻲ‬ ‫ﺘﻔﺸل‬ ‫ﺍﻝﺘﻲ‬ - ‫ﺭﺍﺠﻊ‬ ‫ﺫﻝﻙ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺴﺒﺏ‬ ‫ﻴﻜﻭﻥ‬ ‫ﻭﺭﺒﻤﺎ‬ ‫ﺇﻝﻰ‬ ‫ﻋﺩﻡ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻭﻗﺘ‬ ‫ﻤﺩﻴﺭﻴﻬﻡ‬ ‫ﻗﻀﺎﺀ‬ ‫ﻅﻬﻭﺭ‬ ‫ﻴﻤﻨﻊ‬ ‫ﺒﺤﻴﺙ‬ ‫ﺠﻴﺩ‬ ‫ﺒﺸﻜل‬ ‫ﻹﻋﺩﺍﺩﻫﻡ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻜﺎﻓﻴ‬ ‫ﺍﻝﻤﺸﺎﻜل‬ . ) ٤ ( ‫ﻭﺍﻟﺒﻴﻬﻘﻲ‬ ‫ﻳﻌﻠﻲ‬ ‫ﺃﺑﻮ‬ ‫ﺭﻭﺍﻩ‬ ) ١ ( ‫ﺗﻜﻨﺴﻮﻥ‬ / ‫ﻓﻴﻠﻴﺐ‬ / ١٤١٦ ‫ﻫـ‬ / ١٩٩٦ ،‫ﻡ‬ ) ‫ﺍﻷﻭﻝ‬ ‫ﺍﳉﺰﺀ‬ ‫ﺍﻟﺸﺎﻣﻠﺔ‬ ‫ﺍﳉﻮﺩﺓ‬ ( ‫ﺍﻟﺸﺎﻣﻠﺔ‬ ‫ﺍﳉﻮﺩﺓ‬ ‫ﻻﺩﺍﺭﺓ‬ ‫ﺍﻟﺼﺤﻴﺢ‬ ‫ﺍﻻﺣﺴﺎﺱ‬ ‫ﺍﻟﺜﻘﺎﰲ‬ ‫ﺍﻟﺘﻐﻴﲑ‬ ‫ﺍﻟﻨﺎﺟﺤﺔ‬ ( ‫ﺹ‬ ‫ﺍﻟﻘﺎﻫﺮﺓ‬ ، ‫ﻟﻼﺩﺍﺭﺓ‬ ‫ﺍﳌﻬﻨﻴﺔ‬ ‫ﺍﳋﺮﺍﺕ‬ ‫ﻣﺮﻛﺰ‬ ، ٢٢ - ٨٢ .
  • 14. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٤ - ٢ - ‫ﺍﻝﺴﻼﻤﺔ‬ ‫ﻭﺍﻝﺠﻭﺩﺓ‬ : ‫ﺘﻜﻨﻭﻝﻭﺠﻴـﺎ‬ ‫ﻝﺘﺼـﻤﻴﻡ‬ ‫ﺍﻝﻤـﺩﺨل‬ ‫ﻜـﺎﻥ‬ ‫ﻝﻘﺩ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻭﺍﻀـﺤ‬ ‫ﻋﻴـﻭﺏ‬ ‫ﺒﺩﻭﻥ‬ ‫ﻤﻨﺘﺠﺎﺕ‬ ‫ﺇﻨﺘﺎﺝ‬ ‫ﺇﻝﻰ‬ ‫ﻴﺅﺩﻱ‬ ‫ﺒﺸﻜل‬ ‫ﺍﻝﺘﺼﻨﻴﻊ‬ ‫ﺸﺭﻜﺔ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺠﻭل‬ ‫ﻓﻌﻨﺩ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻭﺠﻠﻴ‬ Nippon Denso ‫ﺍﻝﺭﺌﻴﺴﻲ‬ ‫ﺍﻝﻤﻭﺭﺩ‬ ‫ﺍﻝﺴﻴﺎﺭﺍﺕ‬ ‫ﻝﺼﻨﺎﻋﺔ‬ – ‫ﺍﻝﻤﺭﺀ‬ ‫ﻴﺴﺘﻁﻴﻊ‬ ‫ﻻ‬ ‫ﻋـﺩﺩ‬ ‫ﻤﻥ‬ ‫ﻴﻨﺩﻫﺵ‬ ‫ﺃﻥ‬ ‫ﺇﻻ‬ ‫ﺃﺩﻭﺍﺕ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﻭﺠﻭﺩﺓ‬ ‫ﻭﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺴﻼﻤﺔ‬ ‫ﺍﻝﻤﺼﻨﻊ‬ . ٣ - ‫ﺩﻭﺍﺌﺭ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ : ‫ﺍﻝﻤﺩﻴﺭﻴﻥ‬ ‫ﻤﻥ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺠﺩ‬ ‫ﺍﻝﻜﺜﻴﺭﻴﻥ‬ ‫ﺃﻥ‬ ‫ﻨﺠﺩ‬ ‫ﺍﻝﺤﻅ‬ ‫ﻝﺴﻭﺀ‬ ‫ﺍﻝﺒﺩﺍﻴـﺔ‬ ‫ﻫـﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺩﻭﺍﺌﺭ‬ ‫ﺃﻥ‬ ‫ﻴﻌﺘﻘﺩﻭﻥ‬ ‫ﺍﻷﻭﺭﻭﺒﻴﺔ‬ ‫ﺍﻝﺼﻨﺎﻋﺔ‬ ‫ﻓﻲ‬ ‫ﻭﺍﻝﻨﻬﺎﻴﺔ‬ ‫ﻹﺩﺍﺭﺓ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ . ‫ﺘﻁﺒﻴـﻕ‬ ‫ﻓﻲ‬ ‫ﺍﺨﺘﻼﻑ‬ ‫ﻫﻨﺎﻙ‬ ‫ﻝﻜﻥ‬ ‫ﺒﺩﻭﺍﺌ‬ ‫ﺍﻝﻤﺘﻌﻠﻘﺔ‬ ‫ﺍﻷﻓﻜﺎﺭ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﻭﺠﻭﺩﺓ‬ ‫ﺘﻠﻙ‬ ‫ﻋﻥ‬ ‫ﺍﻝﻴﺎﺒﺎﻥ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺭ‬ ،‫ﺇﻨﺠﻠﺘﺭﺍ‬ ‫ﻴﻤﻜـﻨﻬﻡ‬ ‫ﺠـﻭﺩﺓ‬ ‫ﺩﺍﺌﺭﺓ‬ ‫ﻜل‬ ‫ﺃﻋﻀﺎﺀ‬ ‫ﺃﻥ‬ ‫ﻨﺠﺩ‬ ‫ﺍﻝﻴﺎﺒﺎﻥ‬ ‫ﻓﻔﻲ‬ ‫ﺒﺸﻜل‬ ‫ﺍﻷﺤﺩﺍﺙ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺄﺜﻴﺭ‬ ‫ﺠﻭﻫﺭﻱ‬ . ‫ﺍﻝﻤﻭﺍﻓﻘـﺔ‬ ‫ﻴﺘﻡ‬ ‫ﺍﻝﺨﻁﻁ‬ ‫ﺃﻥ‬ ‫ﻜﻤﺎ‬ ‫ﻓﺭﻴﻕ‬ ‫ﻤﻥ‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﺍﻝﺤﺎل‬ ‫ﻓﻲ‬ ‫ﻭﺘﻨﻔﺫ‬ . ‫ﻨﺤﺘﺎﺝ‬ ‫ﻤﺎ‬ ‫ﻓﺈﻥ‬ ‫ﺇﻝﻰ‬ ‫ﻫﻭ‬ ‫ﺘﻌﻠﻤﻪ‬ ،‫ﺍﻨﻪ‬ ‫ﺇﺫﺍ‬ ‫ﺃﺭﺩﻨﺎ‬ ‫ﺩﻭﺍﺌـﺭ‬ ‫ﻤـﺩﺨل‬ ‫ﺇﺘﺒـﺎﻉ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻹﺩﺍﺭﺓ‬ ‫ﻜﻨﻭﺍﺓ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ،‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﻜـل‬ ‫ﺃﻥ‬ ‫ﻤـﻥ‬ ‫ﺍﻝﺘﺄﻜـﺩ‬ ‫ﻋﻠﻴﻨـﺎ‬ ‫ﻓﻴﺠﺏ‬ ‫ﺍﻝﻀﺒﻁ‬ ‫ﻋﻠﻰ‬ ‫ﺠﻴﺩ‬ ‫ﺒﺸﻜل‬ ‫ﺘﺩﺭﺒﻭﺍ‬ ‫ﻗﺩ‬ ‫ﺍﻝﻌﺎﻤﻠﻴﻥ‬ ‫ﺍﻹﺤﺼﺎﺌﻲ‬ ‫ﻭﺍﻷﺴـﺎﻝﻴﺏ‬ ‫ﻝﻠﺠﻭﺩﺓ‬ ‫ﺍﻝﻤﺘﻌﻠﻘﺔ‬ ‫ﺍﻷﺨﺭﻯ‬ ‫ﺒﻬﺎ‬ . ٤ - ‫ﺍﻻﺘﺼﺎل‬ : ‫ﻤﻬﻨﺩﺴـﻭ‬ ‫ﺃﻝﻘـﻰ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺭﺌﻴﺴﻴﺔ‬ ‫ﺍﻝﻨﻘﺎﻁ‬ ‫ﻤﻥ‬ ‫ﺍﻹﻨﺘـﺎﺝ‬ ‫ﺍﻝ‬ ‫ﻫﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻜﺎﻨﺕ‬ ‫ﺇﺫﺍ‬ ‫ﺃﻨﻪ‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﻌﺎﻤل‬ ) ‫ﺍﻝﻌﻨﺼﺭ‬ ‫ﺃﻭ‬ ( ‫ﻴـﺭﺒﻁ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺍﻝﺠـﻭﺩﺓ‬ ‫ﻭﺇﺩﺍﺭﺓ‬ ‫ﻝﺜﻘﺎﻓﺔ‬ ‫ﺍﻝﺴﺎﺒﻕ‬ ‫ﺍﻝﻤﺘﻁﻠﺏ‬ ‫ﻭﺃﻨﻬﺎ‬ ‫ﻭﺍﻷﻗﺴﺎﻡ‬ ‫ﺍﻝﻭﺤﺩﺍﺕ‬ ‫ﺍﻝﻔﻌﺎﻝﺔ‬ ‫ﺍﻝﻭﺴﺎﺌل‬ ‫ﻤﻥ‬ ‫ﺘﻌﺘﺒﺭ‬ ‫ﺒﺫﻝﻙ‬ ‫ﻓﺈﻨﻬﺎ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﻝﻼﺘﺼﺎل‬ . ‫ﻭﻫﻨـﺎﻙ‬ ‫ﺍﻝﻴﺎﺒﺎﻨﻴﺔ‬ ‫ﺍﻝﻤﻨﻅﻤﺎﺕ‬ ‫ﻤﻥ‬ ‫ﺩﻝﻴل‬ – ‫ﻗﺼﻭﻯ‬ ‫ﺃﻫﻤﻴﺔ‬ ‫ﻝﻪ‬ ‫ﺍﻻﺘﺼﺎل‬ ‫ﺃﻥ‬ ‫ﻋﻠﻰ‬
  • 15. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٥ - ‫ﻓﻲ‬ ‫ﻫﺫﻩ‬ ‫ﺍﻝﻤﻨﻅﻤﺎﺕ‬ . ‫ﺒﺎﺴﺘﻤﺭﺍﺭ‬ ‫ﻤﺭﺌﻲ‬ ‫ﺘﺫﻜﻴﺭ‬ ‫ﻫﻨﺎﻙ‬ ،‫ﻝﻠﺠـﻭﺩﺓ‬ ‫ﻜﻤـﺎ‬ ‫ﻭﺠﺩﻨﺎ‬ – ‫ﺯﺭﻨﺎﻫﺎ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﻨﻅﻤﺎﺕ‬ ‫ﻜل‬ ‫ﻓﻲ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺘﻘﺭﻴﺒ‬ - ‫ﺘﻨﻅﻴﻤﻴﺔ‬ ‫ﺨﺭﺍﺌﻁ‬ ‫ﺸﺨﺼﻴﺔ‬ ‫ﺼﻭﺭ‬ ‫ﻤﻊ‬ ‫ﻝﻠﻤﺩﻴﺭﻴﻥ‬ . ‫ﻜـﺎﻨﻭﺍ‬ ‫ﺍﻝﻌـﺎﻤﻠﻴﻥ‬ ‫ﺃﻥ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺃﻴﻀ‬ ‫ﻭﻭﺠﺩﻨﺎ‬ ‫ﺒﻤﺸﺭﻓﻴﻬﻡ‬ ‫ﺩﺭﺍﻴﺔ‬ ‫ﻋﻠﻰ‬ ‫ﻭﻤﺴﺌﻭﻝﻴﺎﺘﻬﻡ‬ . ‫ﻓﻌﺎﻝﺔ‬ ‫ﻭﺴﺎﺌل‬ ‫ﺫﺍﺘﻬﺎ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺩﻭﺍﺌﺭ‬ ‫ﻭﺘﻌﺘﺒﺭ‬ ،‫ﻝﻼﺘﺼﺎل‬ ‫ﺍﻝﺘﺭﻜﻴـﺯ‬ ‫ﻭﻝﻜـﻥ‬ ‫ﺍﻻﺘﺼﺎل‬ ‫ﻋﻠﻰ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻤﻨﺼﺒ‬ ‫ﻴﺒﺩﻭ‬ ،‫ﺍﻝﺠﺎﻨﺒﻲ‬ ‫ﻤﻥ‬ ‫ﺃﻜﺜﺭ‬ ‫ﺍﻷﻓﻘﻲ‬ ‫ﺍﻝﺭﺃﺴـﻲ‬ ‫ﺍﻻﺘﺼﺎل‬ . ‫ﺃﻥ‬ ‫ﺃﺩﺭﻜﻭﺍ‬ ‫ﺍﻝﻤﺩﻴﺭﻴﻥ‬ ‫ﺃﻥ‬ ‫ﻴﺒﺩﻭ‬ ‫ﻫﺫﺍ‬ ‫ﻭﻤﻊ‬ ‫ﺍﻷﺴﺎﺱ‬ ‫ﻝﻼﺘﺼﺎل‬ ‫ﻫـﻭ‬ ‫ﺍﻝﻔﻌـﺎل‬ ‫ﺒﻴﻥ‬ ‫ﺍﻻﺘﺼﺎل‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﺘﺭﻜﻴﺯ‬ ،‫ﺍﻷﻗﺴﺎﻡ‬ ‫ﺍﻻﺘﺼﺎل‬ ‫ﺃﻱ‬ ‫ﺍﻷﻓﻘﻲ‬ . ٥ - ‫ﺍﻵﻝﻴﺔ‬ ‫ﻭﺍﻝﺫﻜﺎﺀ‬ ‫ﺍﻝﺼﻨﺎﻋﻲ‬ : ‫ﺍﻹﻨﺴﺎﻥ‬ ‫ﺒﻌﻨﺎﻴﺔ‬ ‫ﺍﻝﻴﺎﺒﺎﻨﻴﻭﻥ‬ ‫ﺩﺭﺱ‬ ‫ﻝﻘﺩ‬ ‫ﺍﻝﻀﺭﻭﺭﺓ‬ ‫ﻋﻨﺩ‬ ‫ﻭﺍﺴﺘﺨﺩﻤﻭﻫﺎ‬ ‫ﻭﺍﻵﻝﻴﺔ‬ ‫ﺍﻵﻝﻲ‬ . ‫ﻋﻨـﺩ‬ ‫ﺒﻠﻔـﻅ‬ ‫ﻭﻴﻘﺼﺩ‬ ‫ﺍﻝﻌﻤﻠﻴﺎﺕ‬ ‫ﺍﻝﻀﺭﻭﺭﺓ‬ ‫ﺍﻷﺨﻁـﺎﺀ‬ ‫ﻤﺭﺍﻗﺒﺔ‬ ‫ﻓﻴﻬﺎ‬ ‫ﺍﻝﺼﻌﺏ‬ ‫ﻤﻥ‬ ‫ﻴﻜﻭﻥ‬ ‫ﺍﻝﺘﻲ‬ ‫ﻤﻤﻠﺔ‬ ‫ﺍﻝﻌﻤل‬ ‫ﻁﺒﻴﻌﺔ‬ ‫ﺘﻜﻭﻥ‬ ‫ﻋﻨﺩﻤﺎ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺒﺸﺭﻴﺔ‬ ،‫ﻭﺭﻭﺘﻴﻨﻴـﺔ‬ ‫ﻭﻜـﺫﻝﻙ‬ ‫ﻝﺘﺸﺘﺕ‬ ‫ﻨﺘﻴﺠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻌﺎﻴﻴﺭ‬ ‫ﺘﺘﺩﻫﻭﺭ‬ ‫ﻋﻨﺩﻤﺎ‬ ‫ﺍﻨﺘﺒﺎﻩ‬ ‫ﺍﻝﻌﻤﺎل‬ . ‫ﻓﺎﻵﻝﻴﺔ‬ ‫ﻤﺎﻝﻴﺔ‬ ‫ﺍﺴﺘﺜﻤﺎﺭﺍﺕ‬ ‫ﺇﻝﻰ‬ ‫ﺘﺤﺘﺎﺝ‬ ،‫ﻀﺨﻤﺔ‬ ‫ﺍﻝﻤﺸـﻜﻠﺔ‬ ‫ﻫـﻲ‬ ‫ﻫﺫﻩ‬ ‫ﻭﻝﻜﻥ‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﺘﻐﻠﺏ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻴﺎﺒﺎﻨﻴﻭﻥ‬ . ‫ﻓﻲ‬ ‫ﻓﺎﻝﺯﻴﺎﺩﺓ‬ ‫ﺍﻹﻨﺘﺎﺠﻴ‬ ‫ﺔ‬ ‫ﻭﺍﻝﺠـﻭﺩﺓ‬ ‫ﻻ‬ ‫ﻴﻤﻜﻥ‬ ‫ﺒﺩﻭﻥ‬ ‫ﺘﺘﺤﻘﻘﺎ‬ ‫ﺃﻥ‬ ‫ﺍﺴﺘﺜﻤﺎﺭﺍﺕ‬ ‫ﻓﻲ‬ ‫ﻀﺨﻤﺔ‬ ‫ﺍﻝﻤﺴـﺘﻘﺒل‬ . ‫ﺇﻨﻬـﻡ‬ ‫ﻤﺨﻁﻁ‬ ‫ﻤﺴﺘﻘﺒﻠﻬﻡ‬ ‫ﺃﻥ‬ ‫ﻴﺅﻜﺩﻭﻥ‬ ،‫ﹰ‬ ‫ﺍ‬‫ﺠﻴﺩ‬ ‫ﺒﺸﻜل‬ ‫ﻭﻤﻘﻭﻡ‬ ‫ﻭﻤﺩﺭﻭﺱ‬ ،‫ﺠﻴﺩ‬ ‫ﺒﺎﻻﻓﺘﺭﺍﺽ‬ ‫ﺍﻻﺨﺘﻴﺎﺭ‬ ‫ﻴﻜﻭﻥ‬ ‫ﻝﻜﻲ‬ ‫ﺍﻝﺘﻤﻭﻴل‬ ‫ﻤﺴﺄﻝﺔ‬ ‫ﻴﻨﺎﻗﺸﻭﻥ‬ ‫ﺫﻝﻙ‬ ‫ﻭﺒﻌﺩ‬ ‫ﺍﻝﻁﺒﻴﻌﻴﺔ‬ ‫ﺍﻝﻨﻬﺎﻴﺔ‬ ‫ﻫﻭ‬ ‫ﻭﺍﻻﺴﺘﺜﻤﺎﺭ‬ ‫ﻝﻸﻤﻭﺭ‬ . ‫ﺇﻥ‬ ‫ﺍﺘﺨﺎﺫ‬ ‫ﻗﺭﺍﺭ‬ ‫ﺍﻻﺴﺘﺜﻤﺎﺭ‬ ‫ﻋﻠﻴﻬﻡ‬ ‫ﻤﺤﺭﻡ‬ .
  • 16. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٦ - ٦ - ‫ﺍﻝ‬ ‫ﻘﻴﺎﺱ‬ ‫ﻭﺍﻝﻌﺭﺽ‬ : ‫ﺒﻌـﺭﺽ‬ ‫ﻤﻭﻝﻌـﻭﻥ‬ ‫ﺍﻝﻴﺎﺒـﺎﻨﻴﻴﻥ‬ ‫ﺃﻥ‬ ‫ﻴﺒـﺩﻭ‬ ،‫ﻤﻭﺍﻫﺒﻬﻡ‬ ‫ﻭﻝﻜﻥ‬ ‫ﻓﻘﻁ‬ ‫ﺇﺒﺩﺍﻋﻲ‬ ‫ﺸﻜل‬ ‫ﻓﻲ‬ ‫ﻝﻴﺱ‬ ‫ﺃﻴﻀـﺎ‬ ‫ﺸـﻜل‬ ‫ﻓـﻲ‬ ‫ﻤﻌﻠﻭﻤﺎﺘﻲ‬ . ‫ﺇﻨﻙ‬ ‫ﻻ‬ ‫ﺘﺴﺘﻁﻴﻊ‬ ‫ﻋﻠﻰ‬ ‫ﺘﺘﻌﺭﻑ‬ ‫ﺃﻥ‬ ‫ﺩﻭﻥ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺒﻌﻴﺩ‬ ‫ﺘﺘﺤﺭﻙ‬ ‫ﺃﻥ‬ ‫ﻤﻥ‬ ‫ﻜل‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﺤﻘﻕ‬ ‫ﺍﻝﻨﺠﺎﺡ‬ ،‫ﺍﻹﻨﺘﺎﺠﻴﺔ‬ ‫ﻤﻌﺩﻻﺕ‬ ‫ﻭﺘﺨﻔﻴﺽ‬ ،‫ﺍﻝﻌﻴﻭﺏ‬ ‫ﻭﺘﺨﻔﻴﺽ‬ ،‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﺘﺤﺴﻴﻥ‬ ‫ﺍﻝﺘﻜﺎﻝﻴﻑ‬ . ‫ﻤﺘﺄ‬ ‫ﺍﻝﻴﺎﺒﺎﻨﻴﻴﻥ‬ ‫ﺇﻥ‬ ‫ﻋﻥ‬ ‫ﻝﺤﻅﻴﺔ‬ ‫ﺒﺒﻴﺎﻨﺎﺕ‬ ‫ﺍﻻﺤﺘﻔﺎﻅ‬ ‫ﻤﻥ‬ ‫ﻜﺩﻭﻥ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ . ‫ﻓﺈﺫﺍ‬ ‫ﻤﺸﻜﻠﺔ‬ ‫ﻅﻬﺭﺕ‬ ‫ﻓﺈﻨﻬﻡ‬ ‫ﺍﻝﺒﻴﺎﻨﻴـﺔ‬ ‫ﺍﻝﺭﺴـﻭﻡ‬ ‫ﺃﺴﺎﻝﻴﺏ‬ ‫ﺒﺎﺴﺘﺨﺩﺍﻡ‬ ‫ﺍﻷﺩﺍﺀ‬ ‫ﻴﺭﺍﻗﺒﻭﻥ‬ ‫ﻝﺘﻭﻀﻴﺢ‬ ‫ﺍﻝﻤﺸﺎﻜل‬ . ‫ﺍﻝﺘﻘـﺩﻡ‬ ‫ﻤﺩﻯ‬ ‫ﻝﺘﻭﻀﻴﺢ‬ ‫ﺠﻬﺩﻫﻡ‬ ‫ﻗﺼﺎﺭﻯ‬ ‫ﻴﺒﺫﻝﻭﻥ‬ ‫ﺃﻨﻬﻡ‬ ‫ﻜﻤﺎ‬ ‫ﻤﺠـﺎﻻﺕ‬ ‫ﻋﻠـﻰ‬ ‫ﺍﻝﻀﻭﺀ‬ ‫ﻭﻴﺴﻠﻁﻭﻥ‬ ‫ﻴﺤﻘﻘﻭﻨﻪ‬ ‫ﺍﻝﺫﻱ‬ ،‫ﺍﻻﻫﺘﻤـﺎﻡ‬ ‫ﻭﻴﻌﺯﻝـﻭﻥ‬ ‫ﺍﻻﺘﺠﺎﻫﺎﺕ‬ ‫ﺍﻝﻤﺯﻋﺠﺔ‬ . ٧ - ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﻬﻭﻡ‬ ‫ﻤﺠﺭﺩ‬ ‫ﻝﻴﺴﺕ‬ ‫ﺘﺼﻨﻴﻌﻲ‬ : ‫ﺍﻝﻤﻭﺠـﻭﺩ‬ ‫ﺍﻝﻨﺤﻭ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻝﺨﺩﻤﺎﺕ‬ ‫ﻗﻁﺎﻉ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻔﻬﻭﻡ‬ ‫ﺘﺭﺴﺦ‬ ‫ﻝﻘﺩ‬ ‫ﻗﻁﺎﻉ‬ ‫ﻓﻲ‬ ‫ﻋﻠﻴﻪ‬ ‫ﺍﻝﺘﺼﻨﻴﻊ‬ . ‫ﺍﻝﺦ‬ . ‫ﺍﻝﺠـﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺘﻁﺒـﻕ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻹﻨﺠﻠﻴﺯﻴﺔ‬ ‫ﻜﺎﺕ‬ ‫ﺍﻝﻤﺭﺓ‬ ‫ﻤﻥ‬ ‫ﺼﺤﻴﺢ‬ ‫ﺒﺸﻜل‬ ‫ﺘﺅﺩﻱ‬ ‫ﺍﻝﺨﺩﻤﻴﺔ‬ ‫ﺍﻝﻨﻭﺍﺤﻲ‬ ‫ﻜل‬ ‫ﺃﻥ‬ ‫ﻋﻠﻰ‬ ‫ﺘﺅﻜﺩ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﻭﻋﻘﻭﺩ‬ ،‫ﺍﻝﺘﺴﻠﻴﻡ‬ ‫ﻭﺘﺸﻤل‬ ‫ﺍﻷﻭﻝﻰ‬ ‫ﻭﺍﻝﻔﻭﺍﺘﻴﺭ‬ . . ‫ﺍﻝﺦ‬ . ‫ﹰ‬ ‫ﺍ‬‫ﺠﺩ‬ ‫ﻭﺍﻀﺢ‬ ‫ﻭﻫﺫﺍ‬ ‫ﻓﻲ‬ ،‫ﺍﻝﻴﺎﺒﺎﻥ‬ ‫ﻤﺒﺎﺩﺉ‬ ‫ﺃﻥ‬ ‫ﻋﺩﺍ‬ ‫ﺍﻝﻤﺤﺩﺩ‬ ‫ﺍﻝﻭﻗﺕ‬ ‫ﻓﻲ‬ (JIT) ‫ﻤﻌﻅﻡ‬ ‫ﺘﻁﺒﻘﻬﺎ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺒﺎﻝﻨﺴـﺒﺔ‬ ‫ﺍﻝﻤﺤـﺩﺩ‬ ‫ﺍﻝﻭﻗﺕ‬ ‫ﻓﻲ‬ ‫ﺒﺎﻝﻤﺩﻓﻭﻋﺎﺕ‬ ‫ﻤﺒﺎﺸﺭﺓ‬ ‫ﻤﺭﺘﺒﻁﺔ‬ ‫ﺘﻜﻭﻥ‬ ‫ﺍﻝﺸﺭﻜﺎﺕ‬ ‫ﻭﺍﻝﺨﺩﻤﺎﺕ‬ ‫ﻝﻠﺴﻠﻊ‬ ‫ﺍﻝﻤﺸﺘﺭﺍﺓ‬ – ‫ﻝﻤﺩﺓ‬ ‫ﺍﻝﺩﻓﻊ‬ ‫ﺸﺭﻭﻁ‬ ‫ﺘﺄﺠﻴل‬ ‫ﻭﻝﻴﺱ‬ ٦٠ ‫ﺃﻭ‬ ٩٠ ‫ﻴﻭﻡ‬ . ٨ - ‫ﻁﻭﻴل‬ ‫ﺍﻝﺘﺨﻁﻴﻁ‬ ‫ﺍﻷﺠل‬ : ‫ﻝﻠﻘﻭل‬ ‫ﺤﺎﺠﺔ‬ ‫ﻫﻨﺎﻙ‬ ‫ﻝﻴﺱ‬ ‫ﺍﻝﻴﺎﺒﺎﻨﻴﻴﻥ‬ ‫ﺒﺄﻥ‬ ‫ﺒﺸـﺌﻭﻥ‬ ‫ﺍﻝﺸـﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻓﻠﺴﻔﺔ‬ ‫ﻴﺨﻠﻘﻭﺍ‬ ‫ﺃﻥ‬ ‫ﻴﺴﺘﻁﻴﻌﻭﻥ‬ ‫ﻻ‬
  • 17. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٧ - ‫ﺍﻷﺠل‬ ‫ﻓﻲ‬ ‫ﻝﺠﻬﻭﺩﻫﻡ‬ ‫ﺘﻜﺭﻴﺱ‬ ،‫ﺍﻝﻁﻭﻴل‬ ‫ﻭﺃﺘﺒﺎﻉ‬ ‫ﺃﺴـﻠﻭﺏ‬ ‫ﺍﻝﺘﺨﻁـﻴﻁ‬ ‫ﺍﻻﺴﺘﺭﺍﺘﻴﺠﻲ‬ . ‫ﺍﻷﺴﻭﺍﻕ‬ ‫ﻓﻲ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻨﺠﺎﺤ‬ ‫ﻓﻴﻬﺎ‬ ‫ﺤﻘﻘﻭﺍ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﺠﺎﻻﺕ‬ ‫ﻫﻲ‬ ‫ﻤﺎ‬ ‫ﻝﻜﻥ‬ ‫ﻭﺍﺤﺘﻠـﻭﺍ‬ ‫ﺍﻝﻤﺠـﺎﻻ‬ ‫ﻤـﻥ‬ ‫ﺍﻝﻌﺩﻴـﺩ‬ ‫ﻋﻠﻰ‬ ‫ﺭﻜﺯﻭﺍ‬ ‫ﻝﻘﺩ‬ ‫ﹰ؟‬ ‫ﺎ‬‫ﻗﻭﻴ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺘﻨﻔﺴﻴ‬ ‫ﹰ‬ ‫ﺍ‬‫ﻤﺭﻜﺯ‬ ‫ﻓﻴﻬﺎ‬ ‫ﻤﺜـل‬ ‫ﺕ‬ ،‫ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺎﺕ‬ ،‫ﻭﺍﻝﺴﻴﺎﺭﺍﺕ‬ ‫ﻋﺩﻴﺩﺓ‬ ‫ﻭﻝﺴﻨﻭﺍﺕ‬ ‫ﻭﺍﻝﺩﺭﺍﺠﺎﺕ‬ ،‫ﻤﺎﻀﻴﺔ‬ ‫ﺃﻨﻬـﻡ‬ ‫ﻜﻤﺎ‬ ‫ﺯﻴـﺎﺩﺓ‬ ‫ﺃﺠـل‬ ‫ﻤـﻥ‬ ‫ﺃﻭﺭﻭﺒﺎ‬ ‫ﻓﻲ‬ ‫ﻭﺍﻝﻘﻴﻭﺩ‬ ‫ﺍﻝﻌﻭﺍﺌﻕ‬ ‫ﺘﺨﻁﻲ‬ ‫ﻓﻲ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺩﺍﺌﻤ‬ ‫ﻴﻔﻜﺭﻭﻥ‬ ‫ﺤﺼﺘﻬﻡ‬ ‫ﺍﻝﺴﻭﻗﻴﺔ‬ . ‫ﺍﻷﻭﺭﻭﺒﻴـﺔ‬ ‫ﺍﻝﺸـﺭﻜﺎﺕ‬ ‫ﻤﻥ‬ ‫ﺍﻝﻌﺩﻴﺩ‬ ‫ﻤﺤﺎﻭﻝﺔ‬ ‫ﻤﻥ‬ ‫ﻭﺒﺎﻝﺭﻏﻡ‬ ‫ﺍﻝﺸﺭﻜﺎﺕ‬ ‫ﻜﻔﺎﺀﺓ‬ ‫ﺒﻨﻔﺱ‬ ‫ﻝﻴﺴﺕ‬ ‫ﺃﻨﻬﺎ‬ ‫ﺇﻻ‬ ‫ﺒﺎﻝﻴﺎﺒﺎﻨﻴﻴﻥ‬ ‫ﺍﻝﻠﺤﺎﻕ‬ ‫ﺍﻝﻴﺎﺒﺎﻨﻴﺔ‬ . ‫ﺇﺩﺍﺭﺓ‬ ‫ﺇﻥ‬ ‫ﻴﻜـﻭﻥ‬ ‫ﻭﺭﺒﻤﺎ‬ ‫ﺍﻻﺴﺘﺭﺍﺘﻴﺠﻴﺔ‬ ‫ﺼﻴﺎﻏﺔ‬ ‫ﻓﻲ‬ ‫ﹰ‬ ‫ﺍ‬‫ﻜﺒﻴﺭ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺩﻭﺭ‬ ‫ﺘﻠﻌﺏ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻴﻤﻜﻥ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺩﺭﻭﺱ‬ ‫ﺃﻫﻡ‬ ‫ﻫﻭ‬ ‫ﺫﻝﻙ‬ ‫ﺘﻌﻠﻤﻬﺎ‬ . ‫ود‬ ‫א‬45‫אوאلא‬ ‫ود‬ ‫א‬45‫אوאلא‬ ‫ود‬ ‫א‬45‫אوאلא‬ ‫ود‬ ‫א‬45‫אوאلא‬ : : : : ‫ﻤﺠﻤﻭﻋﺘﻴﻥ‬ ‫ﺇﻝﻲ‬ ‫ﺘﻘﺴﻴﻤﻬﺎ‬ ‫ﻴﻤﻜﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻤﺅﺜﺭﺓ‬ ‫ﺍﻝﻌﻭﺍﻤل‬ ‫ﺘﺘﻨﻭﻉ‬ ) ١ ( ‫ﹰ‬ ‫ﻻ‬‫ﺃﻭ‬ : ‫ﺍﻝﺨﺎﺭﺠﻴﺔ‬ ‫ﺍﻝﻤﺤﺩﺩﺍﺕ‬ ‫ﻭﺘﺸﻤل‬ ‫ﺍﻷﻭﻝﻲ‬ ‫ﺍﻝﻤﺠﻤﻭﻋﺔ‬ ‫ﻭﺃﻫﻤﻬﺎ‬ : ١ - ‫ﺒﺸﺄﻥ‬ ‫ﺍﻝﺘﻭﻗﻌﺎﺕ‬ ‫ﺜﻡ‬ ‫ﻭﻤﻥ‬ ‫ﺍﻝﻌﻤﻼﺀ‬ ‫ﺃﺫﻭﺍﻕ‬ ‫ﺘﻐﻴﺭ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ . ٢ - ‫ﺤﺩﺓ‬ ‫ﻤﺩﻯ‬ ‫ﺍﻝﻤﻨﺎﻓﺴﺔ‬ : ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﺘﺸـﺩﻴﺩ‬ ‫ﻴﺯﻴﺩ‬ ‫ﺃﻥ‬ ‫ﻴﻤﻜﻥ‬ ‫ﺯﺍﺩﺕ‬ ‫ﻓﻜﻠﻤﺎ‬ ‫ﺍﻝﻨـﻭﺍﺘﺞ‬ ‫ﻤـﻥ‬ ‫ﺘﻔﺤـﺹ‬ ‫ﺍﻝﺘـﻲ‬ ‫ﺍﻝﻌﻴﻨﺔ‬ ‫ﻭﺤﺠﻡ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﻌﺎﻴﻴﺭ‬ ‫ﺇﺯﺍﺀ‬ ‫ﺍﻝﻤﺭﺤﻠﻴﺔ‬ ‫ﻭﺍﻝﻨﻬﺎﺌﻴﺔ‬ . ) ٣ ( ‫ﺍﳌﻨﺘﺠﺎﺕ‬ ‫ﺟﻮﺩﺓ‬ ‫ﻭﻣﺮﺍﻗﺒﺔ‬ ‫ﲣﻄﻴﻂ‬ ، ‫ﺍﶈﺴﻦ‬ ‫ﻋﺒﺪ‬ ‫ﳏﻤﺪ‬ ‫ﺗﻮﻓﻴﻖ‬ : ‫ﺍﻟﺸﺎﻣﻠﺔ‬ ‫ﺍﳉﻮﺩﺓ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻣﺪﺧﻞ‬ ) ‫ﺍﻟﻘﺎﻫﺮﺓ‬ : ، ‫ﺍﻟﻌﺮﺑﻴﺔ‬ ‫ﺍﻟﻨﻬﻀﺔ‬ ‫ﺩﺍﺭ‬ ١٩٩٦ ‫ﻡ‬ ( ‫ﺹ‬ ١٣ - ١٦
  • 18. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٨ - ٣ - ‫ﺍﻝﺠﻬﺎﺕ‬ ‫ﺘﻁﻭﺭﻫﺎ‬ ‫ﺃﻭ‬ ‫ﺘﺤﺩﺩﻫﺎ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﻌﺎﻴﻴﺭ‬ ‫ﺍﻝﻤﺨﺘﺼﺔ‬ ‫ﺍﻝﺤﻜﻭﻤﻴﺔ‬ : ‫ﻭﺍﻝﻤﻘﺎ‬ ‫ﺒﺎﻝﻤﻭﺼﻔﺎﺕ‬ ‫ﺒﻬﺎ‬ ‫ﺍﻝﻤﻨﺘﺠﺔ‬ ‫ﺍﻝﺸﺭﻜﺎﺕ‬ ‫ﺍﻝﺘﺯﺍﻡ‬ ‫ﻴﺘﻌﻴﻥ‬ ‫ﻭﺍﻝﺘﻲ‬ ‫ﻴﻴﺱ‬ . ٤ - ‫ﻋﻠﻲ‬ ‫ﺍﻝﻁﻠﺏ‬ ‫ﺍﺴﺘﻘﺭﺍﺭ‬ ‫ﺩﺭﺠﺔ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ : ‫ﻭﺃﺴﺘﻘﺭ‬ ‫ﺍﻝﻁﻠﺏ‬ ‫ﺃﺴﺘﻤﺭ‬ ‫ﻓﻜﻤﺎ‬ ‫ﻝﺘﺤﺴـﻴﻥ‬ ‫ﻭﺍﻝﺘﻁـﻭﻴﺭ‬ ‫ﺍﻝﺒﺤﻭﺙ‬ ‫ﺒﺭﺍﻤﺞ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻷﻨﻔﺎﻕ‬ ‫ﻋﻠﻲ‬ ‫ﺫﻝﻙ‬ ‫ﺸﺠﻊ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٥ - ‫ﺍﻝﺒﺤﻭﺙ‬ ‫ﻝﻌﻤﻠﻴﺔ‬ ‫ﺍﻝﺩﻭﻝﺔ‬ ‫ﺩﻋﻡ‬ ‫ﻤﺩﻯ‬ ‫ﻭﺍﻝﺘﻁﻭﻴﺭ‬ : ‫ﻓـﻲ‬ ‫ﺘﺴـﻬﻡ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﺠﺎﻻﺕ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻔﻨﻲ‬ ‫ﻭﺍﻝﺩﻋﻡ‬ ‫ﺍﻝﺘﺩﺭﻴﺏ‬ ‫ﻭﺘﻭﻓﻴﺭ‬ ‫ﺘﻁـﻭﻴﺭ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺎﻝﻑ‬ ‫ﻤﺨﺘﻠﻑ‬ ‫ﻋﻠﻲ‬ ‫ﻭﺍﻝﻘﻀﺎﺀ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺃﻭ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ ‫ﺍﻝﻤﻭﺍﺩ‬ . ‫ﹰ‬ ‫ﺎ‬‫ﺜﺎﻨﻴ‬ : ‫ﺍﻝﺩﺍﺨﻠﻴﺔ‬ ‫ﺍﻝﻤﺤﺩﺩﺍﺕ‬ ‫ﻓﻲ‬ ‫ﻭﺘﺘﻤﺜل‬ ‫ﺍﻝﺜﺎﻨﻴﺔ‬ ‫ﺍﻝﻤﺠﻤﻭﻋﺔ‬ ‫ﺍﻝﺘﺎﻝﻴﺔ‬ : ) ٢ ( ١ - ‫ﺘﺼﻤﻴﻡ‬ ‫ﺠﻭﺩﺓ‬ ‫ﻤﺴﺘﻭﻯ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ : ‫ﺘﻬﺩﻑ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺴﻭﻕ‬ ‫ﺩﺭﺍﺴﺎﺕ‬ ‫ﻨﺘﺎﺌﺞ‬ ‫ﻀﻭﺀ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ ‫ﺃﻥ‬ ‫ﻴﻔﺘﺭﺽ‬ ‫ﺤﻴﺙ‬ ‫ﺇﻝﻲ‬ : ‫ﺃ‬ - ‫ﺘﺨﺩﻤﻬﻡ‬ ‫ﺍﻝﺫﻴﻥ‬ ‫ﺍﻝﻌﻤﻼﺀ‬ ‫ﺃﻨﻭﺍﻉ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﺍﻝﺸﺭﻜﺔ‬ . ‫ﺏ‬ - ‫ﻋﻠﻲ‬ ‫ﺍﻝﺘﻌﺭﻑ‬ ‫ﻭﻋﺎﺩﺍﺘﻬﻡ‬ ‫ﺩﻭﺍﻓﻌﻬﻡ‬ ‫ﺍﻻﺴﺘﻬﻼﻜﻴﺔ‬ . ‫ﺝ‬ - ‫ﺍﻝﻤﻨﺘﺠﺎﺕ‬ ‫ﺨﺼﺎﺌﺹ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﺍﻝﻤﻨﺎﻓﺴﺔ‬ . ‫ﺩ‬ - ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﻤﻨﺎﺴﺒﺔ‬ ‫ﻤﺩﻯ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﻋﻠﻲ‬ ‫ﻴﺴﺎﻋﺩ‬ ‫ﻤﻨﺘﺞ‬ ‫ﻜل‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻁﻠﺏ‬ ‫ﺤﺠﻡ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﺇﻥ‬ ‫ﺍﻝﻁﻠـﺏ‬ ‫ﺤﺴﺏ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﺇﺯﺍﺀ‬ ‫ﻤﺴﺘﻤﺭ‬ ‫ﺃﻭ‬ ‫ﻜﺒﻴﺭ‬ ‫ﺍﻝﻁﻠﺏ‬ ‫ﻜﺎﻥ‬ ‫ﺇﻥ‬ ‫ﺍﻝﻨﻤﻁﻲ‬ ‫ﺃﻭ‬ ‫ﻤﺤﺩﺩ‬ ‫ﻜﺎﻥ‬ ‫ﹰ‬ ‫ﺎ‬‫ﻤﺘﻘﻁﻌ‬ . ) ٢ ( ‫ﺍﳌ‬ ‫ﺹ‬ ، ‫ﺍﻟﺴﺎﺑﻖ‬ ‫ﺮﺟﻊ‬ ١٤ - ١٦ .
  • 19. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ١٩ - ٢ - ‫ﻋﻤﻠﻴﺔ‬ ‫ﺘﺼﻤﻴﻡ‬ ‫ﺠﻭﺩﺓ‬ ‫ﻤﺴﺘﻭﻯ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ . ‫ﻋﻤﻠﻴﺔ‬ ‫ﺒﻬﺎ‬ ‫ﺘﻤﺭ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻤﺭﺍﺤل‬ ‫ﺠﻤﻴﻊ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﺘﺼﻤﻴﻡ‬ ‫ﺠﻭﺩﺓ‬ ‫ﺘﺘﻭﻗﻑ‬ ‫ﻭﻫﻨﺎ‬ ‫ﻋﺎﻤـل‬ ‫ﻝﻜل‬ ‫ﺍﻝﻌﻤل‬ ‫ﻭﺘﺼﻤﻴﻡ‬ ‫ﺍﻝﺩﺍﺨﻠﻴﺔ‬ ‫ﺍﻝﻌﻨﺎﺼﺭ‬ ‫ﻜل‬ ‫ﺘﺠﻤﻴﻊ‬ ‫ﺤﻴﺙ‬ ‫ﻤﻥ‬ ‫ﺍﻝﺘﺼﻤﻴﻡ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻤﺭﺍﻗﺒﺔ‬ ‫ﻨﻅﺎﻡ‬ ‫ﻭﻜﺫﻝﻙ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٣ - ‫ﺃﺩﺍﺀ‬ ‫ﻤﺴﺘﻭﻯ‬ ‫ﺍﻝﻌﻤﺎﻝﻴﺔ‬ : ‫ﺍﻷﻓﺭﺍﺩ‬ ‫ﺴﻴﺎﺴﺎﺕ‬ ‫ﻭﺘﻜﺎﻤل‬ ‫ﻓﻌﺎﻝﻴﺔ‬ ‫ﻤﻥ‬ ‫ﻴﺄﺘﻲ‬ ‫ﻭﻫﺫﺍ‬ ‫ﻤﺜل‬ : ‫ﺃ‬ - ‫ﻭﻅﻴﻔﺔ‬ ‫ﻓﻲ‬ ‫ﻭﺍﻝﺘﻌﻴﻴﻥ‬ ‫ﺍﻻﺨﺘﻴﺎﺭ‬ ‫ﺍ‬ ‫ﻝﻤﻨﺎﺴﺒﺔ‬ . ‫ﺏ‬ - ‫ﻭﺍﻝﺴﻠﻭﻜﻴﺔ‬ ‫ﺍﻝﻔﻨﻴﺔ‬ ‫ﺍﻝﻤﻬﺎﺭﺍﺕ‬ ‫ﻝﺘﻬﻴﺌﺔ‬ ‫ﻭﺍﻝﺘﻨﻤﻴﺔ‬ ‫ﺍﻝﺘﺩﺭﻴﺏ‬ ‫ﺍﻝﻼﺯﻤﺔ‬ . ‫ﺝ‬ - ‫ﺍﻷﺩﺍﺀ‬ ‫ﻭﺘﻌﻤﻴﻡ‬ ‫ﺍﻝﺘﺤﻀﻴﺭ‬ . ٤ - ‫ﻤﺴﺘﻠﺯﻤﺎﺕ‬ ‫ﺠﻭﺩﺓ‬ ‫ﻤﺴﺘﻭﻯ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﺍﻝﻤﺎﻝﻴﺔ‬ : ‫ﺃﻋﻤﺎﺭﻫﺎ‬ ‫ﻭﺘﻭﺍﺯﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺤﻴﺙ‬ ‫ﻤﻥ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﻤﺴﺘﻠﺯﻤﺎﺕ‬ ‫ﺘﺠﺎﻨﺱ‬ ‫ﺍﻝﻤﻬﻡ‬ ‫ﻤﻥ‬ ‫ﺍﻝـﻭﻅﻴﻔ‬ ‫ﺍﻷﺩﺍﺀ‬ ‫ﻴﺒﻁـل‬ ‫ﺃﻭ‬ ‫ﻴﻌﻭﻕ‬ ‫ﻤﻤﺎ‬ ‫ﻫﺎﻡ‬ ‫ﻋﻨﺼﺭ‬ ‫ﻴﺒﻠﻰ‬ ‫ﻻ‬ ‫ﺒﺤﻴﺙ‬ ‫ﺍﻹﻨﺘﺎﺠﻴﺔ‬ ‫ﻲ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺃﻭ‬ ‫ﻝﻠﺴﻠﻌﺔ‬ ‫ﻜﻜل‬ . ٥ - ‫ﺒﻌﺩ‬ ‫ﻤﺎ‬ ‫ﺨﺩﻤﺎﺕ‬ ‫ﻓﻌﺎﻝﻴﺔ‬ ‫ﻤﺩﻯ‬ ‫ﺍﻝﺒﻴﻊ‬ : ‫ﺇﺭﺸﺎﺩﺍﺕ‬ ‫ﺃﻭ‬ ‫ﻜﺘﻴﺒﺎﺕ‬ ‫ﺘﻘﺩﻴﻡ‬ ‫ﻤﺜل‬ ‫ﺃﺜـﺭ‬ ‫ﻋﻨﻬﺎ‬ ‫ﻤﺯﺍﻴﺎﻫﺎ‬ ‫ﻭﻤﻌﺭﻓﺔ‬ ‫ﺍﻝﻤﻘﺩﻤﺔ‬ ‫ﺍﻝﺨﺩﻤﺎﺕ‬ ‫ﺍﺴﺘﺨﺩﺍﻡ‬ ‫ﻜﻴﻔﻴﺔ‬ ‫ﺒﺸﺄﻥ‬ ‫ﻤﺴﺘﻭﻯ‬ ‫ﻋﻠﻲ‬ ‫ﻓﻌﺎل‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٦ - ‫ﻓﻌـﺎل‬ ‫ﻨﻅﺎﻡ‬ ‫ﻭﺠﻭﺩ‬ ‫ﺃﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻝﻤﻌﻠﻭﻤﺎﺕ‬ ‫ﻓﻌﺎل‬ ‫ﻨﻅﺎﻡ‬ ‫ﺘﻭﺍﻓﺭ‬ ‫ﻤﺩﻯ‬ ‫ﺍ‬ ‫ﺒﺎﻨﺤﺭﺍﻓﺎﺕ‬ ‫ﺍﻝﺘﻨﺒﺅ‬ ‫ﻋﻠﻲ‬ ‫ﻴﺴﺎﻋﺩ‬ ‫ﻝﻠﻤﻌﻠﻭﻤﺎﺕ‬ ‫ﺃﻭ‬ ‫ﺤـﺩﻭﺜﻬﺎ‬ ‫ﻗﺒل‬ ‫ﻝﺠﻭﺩﺓ‬ ‫ﺫﻝـﻙ‬ ‫ﻴﺴﺎﻋﺩ‬ ‫ﻜﻤﺎ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻨﻌﺩﺍﻡ‬ ‫ﺃﻭ‬ ‫ﻭﺘﺨﻔﻴﺽ‬ ‫ﺤﺩﻭﺜﻬﺎ‬ ‫ﻓﻭﺭ‬ ‫ﺍﻜﺘﺸﺎﻓﻬﺎ‬ ‫ﺴﺒل‬ ‫ﺃﻨﺴﺏ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻌﻼﺝ‬ .
  • 20. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٢٠ - ٧ - ‫ﻓﺤﺹ‬ ‫ﻨﻅﺎﻡ‬ ‫ﻓﻌﺎﻝﻴﺔ‬ ‫ﻤﺩﻯ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ : ‫ﺍﻝﺼﺩﺩ‬ ‫ﻫﺫﺍ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻔﻌﺎﻝﻴﺔ‬ ‫ﺘﺘﻭﻗﻑ‬ ‫ﺍﻋﺘﺒﺎﺭﺍﺕ‬ ‫ﻋﺩﺓ‬ ‫ﻋﻠﻲ‬ ‫ﺃﻫﻤﻬﺎ‬ : ‫ﺃ‬ - ‫ﻭﻭﻀـﻊ‬ ‫ﺍﻝﻌﻴﻨﺎﺕ‬ ‫ﺴﺤﺏ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﻨﺎﺴﺒﺔ‬ ‫ﺍﻹﺤﺼﺎﺌﻴﺔ‬ ‫ﺍﻷﺴﺎﻝﻴﺏ‬ ‫ﺍﺴﺘﺨﺩﺍﻡ‬ ‫ﻤﺩﻯ‬ ‫ﻭﺍﻝﺘﺤﻠ‬ ‫ﺍﻝﻔﺤﺹ‬ ‫ﻝﻨﺘﺎﺌﺞ‬ ‫ﻴل‬ ‫ﺍﻝﺒﺤﺙ‬ . ‫ﺏ‬ - ‫ﺍﻝﻌﺎﻤﻠﻴﻥ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻼﺯﻤﺔ‬ ‫ﺍﻝﻤﻬﺎﺭﺍﺕ‬ ‫ﺘﻭﺍﻓﺭ‬ ‫ﻤﺩﻯ‬ ‫ﺒﺎﻝﻔﺤﺹ‬ . ‫ﺝ‬ - ‫ﺍﻝﻤﻨﺎﺴـﺒﺔ‬ ‫ﺍﻝﻔﺤـﺹ‬ ‫ﺒـﺄﺠﻬﺯﺓ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻭﻤﺨﺘﺒﺭﺍﺕ‬ ‫ﻤﻌﺎﻤل‬ ‫ﺘﺯﻭﻴﺩ‬ ‫ﻤﺩﻯ‬ ‫ﺒﺎﻝﺤﺎﺴﺏ‬ ‫ﺍﻝﻔﺤﺹ‬ ‫ﻭﻨﻅﻡ‬ ‫ﺍﻹﻝﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺍﻷﺠﻬﺯﺓ‬ ‫ﻭﻻﺴﻴﻤﺎ‬ ‫ﺍﻵﻝﻲ‬ . ٨ - ‫ﺍﻝﻤﻭﺍﺭﺩ‬ ‫ﻜﻔﺎﻴﺔ‬ ‫ﻤﺩﻯ‬ ‫ﺍﻝﻤﺎﻝﻴﺔ‬ : ‫ﻤﻨﺎﺴـﺏ‬ ‫ﺃﻭ‬ ‫ﻜﺎﻑ‬ ‫ﻗﺩﺭ‬ ‫ﺘﻭﻓﺭ‬ ‫ﻴﺴﺎﻋﺩ‬ ‫ﺘﻬﻴﺌﺔ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻤﺎﻝﻴﺔ‬ ‫ﺍﻝﻤﻭﺍﺭﺩ‬ ‫ﻓﻲ‬ ‫ﻝﻠﺠﻭﺩﺓ‬ ‫ﻤﻘﻭﻤﺎﺕ‬ ‫ﻋﺩﺓ‬ ‫ﻤﺜل‬ . ‫ﺃ‬ - ‫ﻤﻬﺎﺭﺓ‬ ‫ﺒﻤﺴﺘﻭﻯ‬ ‫ﻋﺎﻤﻠﻴﻥ‬ ‫ﺘﻌﻴﻴﻥ‬ ‫ﻋﺎﻝﻴﺔ‬ . ‫ﺏ‬ - ‫ﺍﻝﺘﺩﺭﻴﺏ‬ ‫ﺒﺭﺍﻤﺞ‬ ‫ﻋﻭﺍﻤل‬ ‫ﺍﻝﻤﻨﺎﺴﺒﺔ‬ . ‫ﺝ‬ - ‫ﺍﻝﻤﻨﺘﺞ‬ ‫ﻝﺘﺼﻤﻴﻡ‬ ‫ﺒﺎﻝﻨﺴﺒﺔ‬ ‫ﺴﻭﺍﺀ‬ ‫ﻭﺍﻝﺘﻁﻭﻴﺭ‬ ‫ﻝﻠﺒﺤﻭﺙ‬ ‫ﻤﻨﺎﺴﺒﺔ‬ ‫ﺒﺭﺍﻤﺞ‬ ‫ﺘﺤﻭﻴل‬ ‫ﻋﻠﻴﻬﺎ‬ ‫ﺍﻝﻔﺤﺹ‬ ‫ﻭﺃﺴﺎﻝﻴﺏ‬ ‫ﺍﻝﻤﻨﺘﺠﺎﺕ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺨﺩﻤﺎﺕ‬ ‫ﺘﻘﺩﻴﻡ‬ ‫ﻋﻤﻠﻴﺔ‬ ‫ﺃﻭ‬ ‫ﺍﻝﺨﺩﻤﺔ‬ ‫ﺃﻭ‬ . ‫ﺩ‬ - ‫ﻤﻥ‬ ‫ﺘﻔﺤﺹ‬ ‫ﺍﻝﺘﻲ‬ ‫ﻝﻠﻌﻴﻨﺔ‬ ‫ﻤﻨﺎﺴﺏ‬ ‫ﺤﺠﻡ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﺍﻹﻨﺘﺎ‬ ‫ﺝ‬ . ٩ - ‫ﺘﺠﺎﻩ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻭﺍﺘﺠﺎﻫﺎﺕ‬ ‫ﻓﻠﺴﻔﺔ‬ ‫ﺍﻹﺩﺍﺭﺍﺕ‬ : ‫ﺍﻝﺼﺩﺩ‬ ‫ﻫﺫﺍ‬ ‫ﻓﻲ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻭﺍﺘﺠﺎﻫﺎﺕ‬ ‫ﻓﻠﺴﻔﺔ‬ ‫ﻋﻨﺎﺼﺭ‬ ‫ﺃﻫﻡ‬ ‫ﻭﺘﺘﻤﺜل‬ ‫ﻓﻲ‬ : ‫ﺃ‬ - ‫ﺴﻴﺎﺴﺔ‬ ‫ﻭﺠﻭﺩ‬ ‫ﻤﺩﻯ‬ ‫ﻝﻠﺠﻭﺩﺓ‬ . ‫ﺏ‬ - ‫ﺍﻝﺘﻨﻅﻴﻤﻴﺔ‬ ‫ﻝﻠﻤﺴﺘﻭﻴﺎﺕ‬ ‫ﻭﻀﻭﺤﻬﺎ‬ ‫ﻤﺩﻯ‬ ‫ﻝﻤﺨﺘﻠﻔﺔ‬ . ‫ﺝ‬ - ‫ﻤ‬ ‫ﺘﺠﺎﻩ‬ ‫ﺍﻝﻌﺎﻤﻠﻴﻥ‬ ‫ﺤﻔﺯ‬ ‫ﺴﻴﺎﺴﺔ‬ ‫ﻓﻌﺎﻝﻴﺔ‬ ‫ﺩﻯ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ .
  • 21. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٢١ - ‫ود‬ ‫א‬ ‫و‬5 ‫ود‬ ‫א‬ ‫و‬5 ‫ود‬ ‫א‬ ‫و‬5 ‫ود‬ ‫א‬ ‫و‬5 : :: : ‫ﺍ‬ ‫ﺃﻭ‬ ‫ﺍﻝﻤﻨﺸﺄﺓ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺤﻘﻴﻘـﺔ‬ ‫ﻭﻫﻨﺎﻙ‬ ‫ﻓﺭﺩ‬ ‫ﻜل‬ ‫ﻤﺴﺅﻭﻝﻴﺔ‬ ‫ﻫﻲ‬ ‫ﻝﻤﺸﺭﻭﻉ‬ ‫ﻴ‬ ‫ﺠﺏ‬ ‫ﺃﻻ‬ ‫ﻋﻠﻲ‬ ‫ﻗﻴﻤﺘﻬﺎ‬ ‫ﻤﻥ‬ ‫ﻴﻨﻘﺹ‬ ‫ﺍﻹﻁﻼﻕ‬ ‫ﺃﻜﺜـﺭ‬ ‫ﻫﻭ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﻋﺎﻤل‬ ‫ﺃﻥ‬ ‫ﻭﻫﻲ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺤﻜﻡ‬ ‫ﻴﺴﺘﻁﻴﻊ‬ ‫ﻓﺭﺩ‬ ،‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺠـﻭﺩﺓ‬ ‫ﻝﻀﺒﻁ‬ ‫ﺍﻝﻼﺯﻤﺔ‬ ‫ﺍﻝﻤﻌﻠﻭﻤﺎﺕ‬ ‫ﻭﺇﻋﻁﺎﺀ‬ ‫ﻭﻀﻤﺎﻥ‬ ،‫ﻤﺴﺘﻭﻴﺎﺘﻬﺎ‬ ‫ﺍﻝﻌﺎﻤـل‬ ‫ﻋﻠﻲ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺘﺄﺜﻴﺭ‬ ‫ﺍﻝﻨﺎﺱ‬ ‫ﺃﻜﺜﺭ‬ ‫ﻫﻭ‬ ‫ﺍﻝﻤﻼﺤﻅ‬ ‫ﺃﻥ‬ ‫ﻭﺤﻴﺙ‬ ‫ﺍﻝﺯﺍﻭ‬ ‫ﺤﺠﺭ‬ ‫ﻴﻌﺘﺒﺭ‬ ‫ﻓﺄﻨﻪ‬ ‫ﻝﺫﻝﻙ‬ ‫ﺍﻝﺘﻌﻠﻴﻤـﺎﺕ‬ ‫ﻴﻌﻁﻲ‬ ‫ﺍﻝﺫﻱ‬ ‫ﻓﻬﻭ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻀﺒﻁ‬ ‫ﻓﻲ‬ ‫ﻴﺔ‬ ‫ﻤـﻥ‬ ‫ﺘﻌﻠﻴﻤـﺎﺕ‬ ‫ﻴﺘﻠﻘﻰ‬ ‫ﺒﺩﻭﺭﺓ‬ ‫ﻭﺍﻝﻤﻼﺤﻅ‬ ‫ﺃﺩﺍﺅﻩ‬ ‫ﻭﻴﺭﺍﻗﺏ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﻋﺎﻤل‬ ‫ﻭﻴﻌﺎﻭﻥ‬ ‫ﺃﻥ‬ ‫ﻴﻌﻨﻲ‬ ‫ﻭﻫﺫﺍ‬ ‫ﺍﻝﺘﺼﻤﻴﻡ‬ ‫ﻤﻬﻨﺩﺱ‬ ‫ﻭﻤﻥ‬ ‫ﺍﻝﻌﻤﻠﻴﺎﺕ‬ ‫ﻤﻬﻨﺩﺱ‬ ‫ﻭﻤﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﺭﺍﻗﺏ‬ ‫ﻓﻴﻬـﺎ‬ ‫ﻴﺘﻌﺎﻭﻥ‬ ‫ﺍﻝﻌﻤﻠﻴﺎﺕ‬ ‫ﻤﻥ‬ ‫ﺴﻠﺴﻠﺔ‬ ‫ﻋﻥ‬ ‫ﻋﺒﺎﺭﺓ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺠﻤﻴـﻊ‬ . ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻭﺍﻥ‬ ‫ﻭ‬ ‫ﺘﺴﺎﻨﺩ‬ ‫ﺃﻥ‬ ‫ﻴﺠﺏ‬ ‫ﺍﻝﻌﻠﻴﺎ‬ ‫ﺃﻨﻬﺎ‬ ‫ﻜﻤﺎ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻝﺘﺤﺴﻴﻥ‬ ‫ﺘﺒﺫل‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﺠﻬﻭﺩ‬ ‫ﻜل‬ ‫ﺘﺸﺠﻊ‬ ‫ﺒﺯﻴﺎﺩﺓ‬ ‫ﺍﻝﻤﻁﺎﻝﺒﻴﻥ‬ ‫ﻀﺩ‬ ‫ﺒﺤﺯﻡ‬ ‫ﺘﻘﻀﻲ‬ ‫ﺒﺄﻥ‬ ‫ﺒﺎﺴﺘﻤﺭﺍﺭ‬ ‫ﻤﻁﺎﻝﺒﺔ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﺠﻭﺩﺘﻪ‬ ‫ﻀﺩ‬ ‫ﻭﺘـﺩﺭﺱ‬ ‫ﺴـﻠﻁﺎﺘﻬﻡ‬ ‫ﻤﻥ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﺭﻗﺎﺒﺔ‬ ‫ﺭﺠﺎل‬ ‫ﻨﻅﺭ‬ ‫ﻭﺠﻬﺔ‬ ‫ﺘﺘﺒﻨﻰ‬ ‫ﻭﺃﻥ‬ ‫ﺘﻘﺎﺭﻴﺭﻫﻡ‬ ‫ﺒﻌﻨﺎﻴﺔ‬ . ) ١ ( ‫ود‬ ‫نא‬ $ ‫ود‬ ‫نא‬ $ ‫ود‬ ‫نא‬ $ ‫ود‬ ‫نא‬ $ : :: : ‫ﺘﺤﺩﻴﺩ‬ ‫ﺘﻡ‬ ‫ﻝﻘﺩ‬ ‫ﺃﺴﺎﻝﻴﺏ‬ ‫ﻭﺘﺤﺴﻴﻥ‬ ‫ﺘﻁﻭﻴﺭ‬ ‫ﺍﻝﻨﺤﻭ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺘﺎﻝﻲ‬ : ) ٢ ( ١ - ‫ﺒﻤﺸﻜﻠﺔ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﺍﻫﺘﻤﺎﻡ‬ ‫ﻀﺭﻭﺭﺓ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٢ - ‫ﺠﻤﻴـﻊ‬ ‫ﻴﻤﺜـل‬ ‫ﺃﻥ‬ ‫ﻴﺠـﺏ‬ ‫ﻭﺍﻝﺫﻱ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺒﺘﻁﻭﻴﺭ‬ ‫ﻓﺭﻴﻕ‬ ‫ﺘﻜﻭﻴﻥ‬ ‫ﺍﻷﻗﺴﺎﻡ‬ ‫ﺒﺎﻝﻤﻨﺸﺄﺓ‬ . ) ١ ( ‫ﺷﻠﱯ‬ / ‫ﺍﻟﺜﺎﱐ‬ ‫ﺍﻟﻌﺪﺩ‬ ‫ﻭﺍﻷﺩﺍﺭﺓ‬ ‫ﺍﻷﻗﺘﺼﺎﺩ‬ ‫ﳎﻠﺔ‬ ‫ﻭﺍﻗﺘﺼﺎﺩﻳﺘﻬﺎ‬ ‫ﻋﻨﺎﺻﺮﻫﺎ‬ ‫ﺍﻷﻧﺘﺎﺝ‬ ‫ﳉﻮﺩﺓ‬ ‫ﺍﳊﺪﻳﺚ‬ ‫ﺍﳌﻔﻬﻮﻡ‬ ، ‫ﺍﻟﺴﻴﺪ‬ ‫ﺍﻟﺴﻌﻴﺪ‬ ) ‫ﺟﺪﺓ‬ : ‫ﺍﻷﻗﺘﺼﺎﺩ‬ ‫ﻛﻠﻴﺔ‬ ‫ﻭﺍﻷﺩﺍﺭﺓ‬ ، ‫ﳏﺮﻡ‬ ، ‫ﺍﻟﻌﺰﻳﺰ‬ ‫ﻋﺒﺪ‬ ‫ﺍﳌﻠﻚ‬ ‫ﲜﺎﻣﻌﺔ‬ ١٣٩٦ ‫ﻫـ‬ ( ‫ﺹ‬ ، ٣٢ . ) ٢ ( ‫ﺹ‬ ، ‫ﺳﺎﺑﻖ‬ ‫ﻣﺮﺟﻊ‬ ، ‫ﺍﶈﺴﻦ‬ ‫ﻋﺒﺪ‬ ‫ﳏﻤﺪ‬ ‫ﺗﻮﻓﻴﻖ‬ ١٧ - ١٨
  • 22. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٢٢ - ٣ - ‫ﺍﻝﺤﺎﻝﻴﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﺸﻜﻼﺕ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﻭﺍﻝﻤﺴﺘﻘﺒﻠﻴﺔ‬ . ٤ - ‫ﻜﺄﺩﺍﺓ‬ ‫ﺍﺴﺘﺨﺩﺍﻤﻬﺎ‬ ‫ﺘﻭﻀﻴﺢ‬ ‫ﻤﻊ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﻜﻠﻔﺔ‬ ‫ﺘﻘﻴﻴﻡ‬ ‫ﺇﺩﺍﺭﻴﺔ‬ . ٥ - ‫ﺩﺭ‬ ‫ﻋﻠـﻲ‬ ‫ﺒﺎﻝﻤﻨﺸﺄﺓ‬ ‫ﺍﻝﻌﺎﻤﻠﻴﻥ‬ ‫ﺠﻤﻴﻊ‬ ‫ﺠﻌل‬ ‫ﺒـﺎﻝﺠﻭﺩﺓ‬ ‫ﺘﺎﻤـﺔ‬ ‫ﺍﻴـﺔ‬ ‫ﻭﺃﻫﻤﻴﺘﻬﺎ‬ . ٦ - ‫ﺍﻝﺨﻁﻭﺍﺕ‬ ‫ﻓﻲ‬ ‫ﻭﻗﻊ‬ ‫ﺨﻁﺄ‬ ‫ﺃﻱ‬ ‫ﻝﺘﺼﺤﻴﺢ‬ ‫ﻗﺭﺍﺭ‬ ‫ﺍﺘﺨﺎﺫ‬ ‫ﺍﻝﺴﺎﺒﻘﺔ‬ . ٧ - ‫ﻓﻲ‬ ‫ﻤﻌﻴﺏ‬ ‫ﻭﺠﻭﺩ‬ ‫ﻋﺩﻡ‬ ‫ﻋﻠﻲ‬ ‫ﻴﺅﻜﺩ‬ ‫ﺒﺎﻝﻤﺅﺴﺴﺔ‬ ‫ﻤﻨﺎﺥ‬ ‫ﺘﻬﻴﺌﺔ‬ ‫ﺍﻝﻤﻨﺘﺞ‬ . ٨ - ‫ﺘﺤﺴﻴﻥ‬ ‫ﻓﻲ‬ ‫ﺒﺩﻭﺭﻫﻡ‬ ‫ﺍﻝﻘﻴﺎﻡ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻤﺸﺭﻓﻴﻥ‬ ‫ﺘﺩﺭﻴﺏ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٩ - ‫ﺍﻝﻌـﺎﻤﻠﻴﻥ‬ ‫ﻝﺠﻌـل‬ ‫ﻴـﻭﻤﻲ‬ ‫ﺒﺸﻜل‬ ‫ﻤﻌﻴﺏ‬ ‫ﻭﺠﻭﺩ‬ ‫ﻋﺩﻡ‬ ‫ﻤﻥ‬ ‫ﺍﻝﺘﺄﻜﻴﺩ‬ ‫ﺒﻬﺫﺍ‬ ‫ﻴﺸﻌﺭﻭﻥ‬ ‫ﺍﻝﺘﻐﻴﻴﺭ‬ . ١٠ - ‫ﺘﺸﺠﻴﻊ‬ ‫ﻝﻤﻌﻭﻗـﺎﺕ‬ ‫ﺤـﺩ‬ ‫ﻝﻭﻀﻊ‬ ‫ﺒﺎﻹﺩﺍﺭﺓ‬ ‫ﺍﻻﺘﺼﺎل‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻌﺎﻤﻠﻴﻥ‬ ‫ﻭﺘﺤﻘﻴﻕ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﺤﺴﻴﻥ‬ ‫ﺃﻫﺩﺍﻓﻬﺎ‬ . ١١ - ‫ﺩﺍﺨل‬ ‫ﺍﻝﻔﺭﺩﻱ‬ ‫ﺍﻻﺒﺘﻜﺎﺭ‬ ‫ﺘﺸﺠﻴﻊ‬ ‫ﺍﻝﺘﻨﻅﻴﻡ‬ . ١٢ - ‫ﻭﺘﺤﺴﻴﻥ‬ ‫ﺘﻁﻭﻴﺭ‬ ‫ﻓﻲ‬ ‫ﻋﺎﺩﻴﺔ‬ ‫ﻏﻴﺭ‬ ‫ﺠﻬﻭﺩ‬ ‫ﻴﻘﺩﻡ‬ ‫ﻤﻥ‬ ‫ﻭﺘﺤﻔﻴﺯ‬ ‫ﻤﻜﺎﻓﺄﺓ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ١٣ - ‫ﻭﺍﻻﺘﺼـﺎل‬ ‫ﺍﻝﺘﻨﺴـﻴﻕ‬ ‫ﺒﻌﻤﻠﻴﺔ‬ ‫ﻴﻘﻭﻡ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﺠﻠﺱ‬ ‫ﺘﺄﺴﻴﺱ‬ ‫ﺘﻁﻭﻴﺭ‬ ‫ﻓﺭﻴﻕ‬ ‫ﺒﺄﻋﻀﺎﺀ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ١٤ - ‫ﺍﻻﺴﺘﻤ‬ ‫ﺒـﺄﻥ‬ ‫ﺍﻨﻁﺒﺎﻋـﺎ‬ ‫ﻝﺘﻌﻁـﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﺤﺴﻴﻥ‬ ‫ﻋﻤﻠﻴﺔ‬ ‫ﻓﻲ‬ ‫ﺭﺍﺭ‬ ‫ﻴﻨﺘﻬﻲ‬ ‫ﻝﻡ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﺤﺴﻴﻥ‬ ‫ﺒﺭﻨﺎﻤﺞ‬ ‫ﺒﻌﺩ‬ .
  • 23. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٢٣ - ‫ود‬ ‫מא‬ '‫لطو‬$‫א‬ ‫ود‬ ‫מא‬ '‫لطو‬$‫א‬ ‫ود‬ ‫מא‬ '‫لطو‬$‫א‬ ‫ود‬ ‫מא‬ '‫لطو‬$‫א‬ : :: : ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﻤﺭﺕ‬ ‫ﻝﻘﺩ‬ ‫ﺒﺄﺭﺒﻊ‬ ‫ﺍﻝﻨﺤﻭ‬ ‫ﻋﻠﻰ‬ ‫ﻜﺎﻨﺕ‬ ‫ﻤﺭﺍﺤل‬ ‫ﺍﻝﺘﺎﻝﻲ‬ : ) ١ ( - ‫ﺍﻝﻤﻨﺘﺞ‬ ‫ﺠﻭﺩﺓ‬ ‫ﺍﻷﻭﻝﻲ‬ ‫ﺍﻝﻤﺭﺤﻠﺔ‬ ) ‫ﺍﻝﺴﻠﻌﺔ‬ ( ١ - ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﻨﺴﺒﺔ‬ ‫ﺘﺨﻔﻴﺽ‬ ‫ﺍﻝﻤﻌﻴﺏ‬ . ٢ - ‫ﺍﻝﻤﺭﺓ‬ ‫ﻤﻥ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺼﺤﻴﺤ‬ ‫ﺍﻝﻌﻤل‬ ‫ﺃﺩﺍﺀ‬ ‫ﺍﻷ‬ ‫ﻭﻝﻲ‬ . ٣ - ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﺘﻜﻠﻔﺔ‬ ‫ﻗﻴﺎﺱ‬ ‫ﺍﻝﻤﻌﻴﺏ‬ . ٤ - ‫ﻭﺭﻗﺎﺒﺔ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺒﺸﺭﻭﻁ‬ ‫ﻝﻼﻝﺘﺯﺍﻡ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﻋﻤﺎل‬ ‫ﺘﺤﻔﻴﺯ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٥ - ‫ﺍﻝﻤﺭﻭﻨﺔ‬ . - ‫ﺭﻏﺒﺎﺕ‬ ‫ﺇﺸﺒﺎﻉ‬ ‫ﺍﻝﺜﺎﻨﻴﺔ‬ ‫ﺍﻝﻤﺭﺤﻠﺔ‬ ‫ﺍﻝﻌﻤﻴل‬ : ١ - ‫ﻤﻥ‬ ‫ﺍﻻﻗﺘﺭﺍﺏ‬ ‫ﺍﻝﻌﻤﻴل‬ . ٢ - ‫ﺤﺎﺠﺎﺘﻪ‬ ‫ﺘﻔﻬﻡ‬ ‫ﻭﻤﺘﻭﻗﻌﺎﺘﻪ‬ . ٣ - ‫ﺭﻏﺒﺎﺕ‬ ‫ﺃﺴﺎﺴﻬﺎ‬ ‫ﺍﻝﻘﺭﺍﺭﺍﺕ‬ ‫ﻜل‬ ‫ﺠﻌل‬ ‫ﺍﻝﻌﻤﻴل‬ . - ‫ﻓﻲ‬ ‫ﻜﻌﺎﻤل‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺍﻝﺜﺎﻝﺜﺔ‬ ‫ﺍﻝﻤﺭﺤﻠﺔ‬ ‫ﺍﻝﻤﻨﺎﻓﺴﺔ‬ : ١ - ‫ﻜل‬ ‫ﺃﺴﺎﺱ‬ ‫ﺍﻝﺴﻭﻕ‬ ‫ﺠﻌل‬ ‫ﺍﻝﻘﺭﺍﺭﺍﺕ‬ . ٢ - ‫ﺍﻻﻗﺘﺭﺍﺏ‬ ‫ﻤﻥ‬ ‫ﺃﻜﺜﺭ‬ ‫ﻭﺍﻝﻌﻤﻼﺀ‬ ‫ﺍﻝﺴﻭﻕ‬ ‫ﻤﻥ‬ ‫ﻝﻤﻨﺎﻓﺴﻴﻥ‬ . ٣ - ‫ﺍﻝﺘﻤﻴﺯ‬ ‫ﻭﻤﺤﺎﻭﻝﺔ‬ ‫ﺍﻝﻤﻨﺎﻓﺴﻴﻥ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﺘﻌﺭﻑ‬ ‫ﻋﻠﻴﻬﻡ‬ . ٤ - ‫ﻤﻊ‬ ‫ﺍﻝﺘﻌﺎﻤل‬ ‫ﻋﻥ‬ ‫ﺍﻝﻌﻤﻼﺀ‬ ‫ﺍﻨﺼﺭﺍﻑ‬ ‫ﺃﺴﺒﺎﺏ‬ ‫ﻋﻥ‬ ‫ﺍﻝﺒﺤﺙ‬ ‫ﺍﻝﻤﻨﺸﺄﺓ‬ . - ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﺍﻝﺭﺍﺒﻌﺔ‬ ‫ﺍﻝﻤﺭﺤﻠﺔ‬ ‫ﺍﻝﺸﺎﻤﻠﺔ‬ : ١ - ‫ﺘﺤﺴﻴﻥ‬ ‫ﺇﺴﺘﺭﺍﺘﻴﺠﻴﺔ‬ ‫ﺃﻋﺩﺍﺩ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٢ - ‫ﻤﻌﺎﻴ‬ ‫ﺘﺤﺩﻴﺩ‬ ‫ﻴﺭ‬ ) ‫ﻤﺴﺘﻭﻴﺎﺕ‬ ( ‫ﺍﻝﺠﻭﺩﺓ‬ . ) ١ ( ‫ﺍﻟﺴﻠﻤﻲ‬ / ‫ﺹ‬ ، ‫ﺳﺎﺑﻖ‬ ‫ﻣﺮﺟﻊ‬ ، ‫ﻋﻠﻲ‬ ٢٠،٢١
  • 24. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٢٤ - ٣ - ‫ﻤﻌﺩل‬ ‫ﺘﺤﺩﻴﺩ‬ ) ‫ﺴﺭﻋﺔ‬ ( ‫ﺘﺤﻘﻴﻕ‬ ‫ﺍﻝﻤﻌﺎﻴﻴﺭ‬ . ٤ - ‫ﺍﻝﻤﺘﻤﻜﻨﻴﻥ‬ ‫ﺍﻷﻓﺭﺍﺩ‬ ‫ﻜل‬ ‫ﺇﺸﺭﺍﻙ‬ . ٥ - ‫ﺍﺴﺘﺨﺩﺍﻡ‬ ‫ﺍﻝﻤﺭﻭﻨﺔ‬ . ٦ - ‫ﻋﻠ‬ ‫ﺍﻝﻤﺤﺎﻓﻅﺔ‬ ‫ﻰ‬ ‫ﺍﻝﻜﻔﺎﺀﺓ‬ ‫ﺍﻹﻨﺘﺎﺠﻴﺔ‬ . ٧ - ‫ﺤﻔﺯ‬ ‫ﺍﻝﻌﺎﻤﻠﻴﻥ‬ . ٨ - ‫ﻭﺘﻌﺩﺩ‬ ‫ﺍﻝﺒﻴﺭﻭﻗﺭﺍﻁﻴﺔ‬ ‫ﺘﺨﻔﻴﻑ‬ ‫ﺍﻝﻤﺴﺘﻭﻴﺎﺕ‬ . ٩ - ‫ﺍﻝﻬﻴﻜل‬ ‫ﺍﻝﺘﻨﻅﻴﻤﻲ‬ . ‫ود‬ ‫ط‬ ‫ط‬.‫دא‬/‫وא‬ ‫ود‬ ‫ط‬ ‫ط‬.‫دא‬/‫وא‬ ‫ود‬ ‫ط‬ ‫ط‬.‫دא‬/‫وא‬ ‫ود‬ ‫ط‬ ‫ط‬.‫دא‬/‫وא‬ : :: : ‫ﺍﻝﻔﻭﺍ‬ ‫ﻭﺍﻝﺘﺴﻭﻴﻕ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻜﺘﺎﺏ‬ ‫ﻴﻌﺩﺩ‬ ‫ﺠﻭﺩﺓ‬ ‫ﻝﺘﺨﻁﻴﻁ‬ ‫ﺍﻝﺘﺎﻝﻴﺔ‬ ‫ﺌﺩ‬ ‫ﺍﻝﻤﻨﺘﺠﺎﺕ‬ : ) ١ ( ١ - ‫ﻓـﻲ‬ ‫ﺘﺴﺎﻫﻡ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻝﻭﺴﺎﺌل‬ ‫ﺘﺤﺴﻴﻥ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﻨﺘﺠﺎﺕ‬ ‫ﺘﺨﻁﻴﻁ‬ ‫ﻴﺴﺎﻋﺩ‬ ‫ﻭﺘﻨﻤﻴـﺔ‬ ‫ﺍﻝﻤﻜﻤﻠـﺔ‬ ‫ﺍﻝﺤﻠـﻭل‬ ‫ﻭﻭﻀـﻊ‬ ‫ﺍﻝﻤﺴـﺘﻘﺒﻠﻴﺔ‬ ‫ﺍﻝﻤﺸـﺎﻜل‬ ‫ﺤل‬ ‫ﻭﺍﻝﻌﻘﻠﻴﺔ‬ ‫ﺍﻝﻜﻔﺎﺀﺓ‬ ‫ﻝﺘﺤﻘﻴﻕ‬ ‫ﺍﻝﻼﺯﻤﺔ‬ ‫ﺍﻹﺴﺘﺭﺍﺘﻴﺠﻴﺎﺕ‬ ‫ﺍﻝﺘﺴﻭﻴﻘﻴﺔ‬ . ٢ - ‫ﹰ‬ ‫ﺎ‬‫ﺩﺍﺌﻤـ‬ ‫ﺘﻘـﻑ‬ ‫ﺴﻭﻑ‬ ‫ﺍﻝﻤﻨﻅﻤﺔ‬ ‫ﻓﺄﻥ‬ ‫ﺍﻝﻤﻨﺘﺠﺎﺕ‬ ‫ﺘﺨﻁﻴﻁ‬ ‫ﺒﺩﻭﻥ‬ ‫ﺃﻨﻪ‬ ‫ﺩﻓﺎﻋﻲ‬ ‫ﻤﻭﻗﻑ‬ ‫ﻝﻺﺴﺘﺭﺍﺘﻴﺠﻴﺔ‬ ‫ﺒﺎﻝﻨﺴﺒﺔ‬ ‫ﺍﻝﺘﺩﺭﻴﺒﻴﺔ‬ . ٣ - ‫ﺍﻝﺴﻴﺎﺴـﺎﺕ‬ ‫ﺭﺴـﻡ‬ ‫ﻓﻲ‬ ‫ﺍﻝﻤﺸﺎﺭﻜﻴﻥ‬ ‫ﺍﻝﻤﺩﺭﺒﻴﻥ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺨﻁﻴﻁ‬ ‫ﻴﻭﻝﺩ‬ ‫ﹰ‬ ‫ﺍ‬‫ﺸﺩﻴﺩ‬ ‫ﹰ‬ ‫ﺎ‬‫ﺇﺤﺴﺎﺴ‬ ‫ﺍﻝﺘﺴﻭﻴﻘﻴﺔ‬ ‫ﺒﻤﺴﺅﻭﻝﻴﺎﺘﻬﻡ‬ . ٤ - ‫ﺩﻭﻥ‬ ‫ﻤﻨﺎﺴـﺒﺔ‬ ‫ﺘﺼـﻤﻴﻤﺎﺕ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﺤﺼﻭل‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺨﻁﻴﻁ‬ ‫ﻴﺴﺎﻋﺩ‬ ‫ﺇﻝﻲ‬ ‫ﺍﻝﺤﺎﺠﺔ‬ ‫ﺘﻌﺩﻴﻼﺕ‬ . ) ١ ( ‫ﺍﶈﺴﻦ‬ ‫ﻋﺒﺪ‬ / ‫ﺹ‬ ، ‫ﺳﺎﺑﻖ‬ ‫ﻣﺮﺟﻊ‬ ، ‫ﳏﻤﺪ‬ ‫ﺗﻮﻓﻴﻖ‬ ٤٠ ، ٤١
  • 25. ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß ïàÜÈÛa@szjÛa@óÔnÜß www.rsscrs.info ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫ود‬ ‫א‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ ‫אدאא‬ www.rsscrs.info ‫ﺝة‬ ‫ی‬ ‫ا‬ ‫ت‬ ‫ا‬ ‫ﺕ‬ ‫دراﺱ‬ - ٢٥ - ٥ - ‫ﻓـﻲ‬ ‫ﺘﺴﺘﺨﺩﻡ‬ ‫ﻝﻸﺩﺍﺀ‬ ‫ﻤﻌﺎﻴﻴﺭ‬ ‫ﻭﺇﻴﺠﺎﺩ‬ ‫ﺘﻁﻭﻴﺭ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺨﻁﻴﻁ‬ ‫ﻴﺴﺎﻋﺩ‬ ‫ﺍﻝﺭﻗﺎﺒﺔ‬ ‫ﻋﻤﻠﻴﺔ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ٦ - ‫ﺍﻝﻁﺎﻗﺔ‬ ‫ﺇﻝﻲ‬ ‫ﻝﻠﻭﺼﻭل‬ ‫ﺍﻝﻼﺯﻡ‬ ‫ﺍﻝﻭﻗﺕ‬ ‫ﺘﺨﻔﻴﺽ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺨﻁﻴﻁ‬ ‫ﻴﺴﺎﻫﻡ‬ ‫ﻋـﻥ‬ ‫ﹰ‬ ‫ﻼ‬‫ﻓﻀ‬ ‫ﻭﺍﻝﺨﺩﻤﺔ‬ ‫ﺍﻝﺼﻴﺎﻨﺔ‬ ‫ﻤﺸﻜﻼﺕ‬ ‫ﻭﺘﺨﻔﻴﺽ‬ ‫ﻝﻺﻨﺘﺎﺝ‬ ‫ﺍﻝﻘﺼﻭﻯ‬ ‫ﺒﻴﺌﺔ‬ ‫ﻭﻅﺭﻭﻑ‬ ‫ﻤﻨﺎﺥ‬ ‫ﻭﺘﺤﺴﻴﻥ‬ ‫ﺍﻹﻨﺘﺎﺝ‬ ‫ﺘﻜﺎﻝﻴﻑ‬ ‫ﺘﺨﻔﻴﺽ‬ ‫ﺍﻝﻌﻤل‬ . ‫ود‬ ‫א‬7‫دאא‬ ‫ود‬ ‫א‬7‫دאא‬ ‫ود‬ ‫א‬7‫دאא‬ ‫ود‬ ‫א‬7‫دאא‬ : :: : ‫ﻭﻴ‬ ‫ﻭﻴﺭﺸﺩ‬ ‫ﻭﻴﺘﺎﺒﻊ‬ ‫ﻴﺭﺍﻗﺏ‬ ‫ﺍﻝﺫﻱ‬ ‫ﺍﻝﻤﻨﺴﻕ‬ ‫ﺒﺩﻭﺭ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻫﺫﻩ‬ ‫ﻭﺘﻘﻭﻡ‬ ‫ﻀـﻊ‬ ‫ﺍﻝﻤﻌﻨﻴﺔ‬ ‫ﺍﻝﺠﻬﺎﺕ‬ ‫ﻜل‬ ‫ﺃﻤﺎﻡ‬ ‫ﻜﺎﻤﻠﺔ‬ ‫ﺍﻝﺤﻘﻴﻘﺔ‬ ‫ﺤﺘ‬ ‫ﻰ‬ ‫ﺩﻭﺭﻫـﻡ‬ ‫ﺃﺩﺍﺀ‬ ‫ﻤﻥ‬ ‫ﺍﻝﺠﻤﻴﻊ‬ ‫ﻴﺘﻤﻜﻥ‬ ‫ﺒﺎﻝﻤﻬﺎﻡ‬ ‫ﺘﻘﻭﻡ‬ ‫ﻓﻬﻲ‬ ‫ﻭﻝﺫﻝﻙ‬ ‫ﻤﺴﺌﻭﻝﻴﺎﺘﻬﻡ‬ ‫ﺘﺤﻘﻴﻕ‬ ‫ﻓﻲ‬ ‫ﺍﻝﺘﺎﻝﻴﺔ‬ : ) ٢ ( ١ - ‫ﻭﻤﺤﺎﻭﻝـﺔ‬ ‫ﻝﻬـﺎ‬ ‫ﺍﻝﻤﻔﺭﻭﻀﺔ‬ ‫ﺒﺎﻝﻤﺴﺘﻭﻴﺎﺕ‬ ‫ﻭﺍﻝﺘﻤﺴﻙ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ ‫ﺘﺄﻜﻴﺩ‬ ‫ﺍﻝﺠﻬﺎﺕ‬ ‫ﻤﻊ‬ ‫ﺒﺎﻝﻌﻤل‬ ‫ﺍﻝﻤﺴﺘﻭﻴﺎﺕ‬ ‫ﻫﺫﻩ‬ ‫ﺘﺤﺴﻴﻥ‬ ‫ﺍﻝﻤﻌﻨﻴﺔ‬ . ٢ - ‫ﺍﻝﺠﻬﺎﺕ‬ ‫ﻜل‬ ‫ﺇﻝﻲ‬ ‫ﺍﻝﻤﻌﻠﻭﻤﺎﺕ‬ ‫ﺘﻭﺼﻴل‬ ‫ﺍﻝﺸـﺭﻜﺔ‬ ‫ﻓـﻲ‬ ‫ﺍﻝﻤﺨﺘﻠﻔـﺔ‬ ‫ﺃﻭل‬ ‫ﺒﺎﻝﻤﻭﻗﻑ‬ ‫ﻭﺇﺒﻼﻏﻬﻡ‬ ‫ﺃﻤﺎﻤﻬﻡ‬ ‫ﺍﻝﺼﻭﺭﺓ‬ ‫ﻭﺘﻭﻀﻴﺢ‬ ‫ﺒﺄﻭل‬ . ٣ - ‫ﺍﻹﻨﺘـﺎﺝ‬ ‫ﻁﺭﻴﻕ‬ ‫ﻋﻥ‬ ‫ﺘﻨﺘﺞ‬ ‫ﺍﻝﺘﻲ‬ ‫ﺍﻻﻨﺤﺭﺍﻓﺎﺕ‬ ‫ﺍﻜﺘﺸﺎﻑ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﻌﻤل‬ ‫ﻭﻴﺯﺩﺍﺩ‬ ‫ﺍﻝﻤﻭﻗﻑ‬ ‫ﻴﺘﻔﺎﻗﻡ‬ ‫ﺃﻥ‬ ‫ﻭﻗﺒل‬ ‫ﺍﻝﻤﺭﻓﻭﺽ‬ . ٤ - ‫ﺒﻤﻭﻀـﻭﻉ‬ ‫ﺘﺘﻌﻠـﻕ‬ ‫ﺍﻝﺘـﻲ‬ ‫ﺍﻷﻨﺸﻁﺔ‬ ‫ﺠﻤﻴﻊ‬ ‫ﻋﻠﻲ‬ ‫ﺍﻝﺭﻗﺎﺒﺔ‬ ‫ﺃﺤﻜﺎﻡ‬ ‫ﺍﻝﺠﻭﺩﺓ‬ . ) ١ ( ‫ﺷﻠﱯ‬ / ‫ﺹ‬ ، ‫ﺳﺎﺑﻖ‬ ‫ﻣﺮﺟﻊ‬ ، ‫ﺍﻟﺴﻴﺪ‬ ‫ﺍﻟﺴﻌﻴﺪ‬ ٣٧