ZXcT # cX_abTZZ
ETbT =]_[T ST‘ BbSTSXPZ]V‘


G_]U) ;_) DPU_TS BX_RWVT]_V
==@’@RV]fVT <^NQaN‘R GPUY S AN[NTRZR[‘
;PV]QT_a ?P_a[P
9V^RP‘^ 8[_aY‘V[T " FR_RN^PU& I[V]YN[


?iY[& ,-( ;RO^aN^ ,*+*
+, DN^NQVTZR[cRPU_RY +- @RV‘ZRQVaZ ?YN__VX bR^_a_ >[‘R^[R‘
+. :V[_N‘f b[ GPVNY ARQVN +/ GeZOV_R YVbR ]Ya_ bV^‘aRYY
+0 ;NfV‘ a[Q 6a_OYVPX
*+ GP_PSXV[TdTRW‘TZ
9T‘RWZTbXVbV
ST‘ GP_PSXV[TdTRW‘TZ‘

    NX_a‘RWPUa‘Y_X‘T                             J]RXPZ DTSXP ITc]ZbaX]




     <UUXgXTgS_bRY                                     B]a_]ZZcT_Zb‘a




                       9bSVTa‘WXUa X SXVXaPZT BPkZT
NT_aTcT_XRWabV o 3 D_S) <b_]
           %+/!
                  3-’-           ’+*!
                         ,&0
   2,’0                  ,&0                     2/’/          ,&-
          +&3            .&*
                                                               ,&-
          +&.
          -&0            +.&,                                  -&3

          +*&-                                                  +,&/            GNYR_’D^Z‘V[
                         -&1
          +&*                                                                   :bR[‘_
                                                               .&*              G][_^V[T
                                                                                AR__R[
          ,,&0           ,/&/                                  ,-&/             >[‘R^[R‘’KR^Oa[T
                                                                                9VNYTZN^XR‘V[T
                                                                                ?YN__V_PUR KR^Oa[T



          -*&1           ,3&0                                  ,/&3




   ,**/           ,**2                            ,**3
                                                                                                          6[TNOR[ V[ A^Q( :a^
                         EaRYYR4 I[V]YN[’FRPUR^PUR NaS QR^ 7N_V_ QR^ 7^N[PUR[bR^Oh[QR #9AA& ;NZNO& 7J9K& G][_^ JV_V[_& L6K$
@cT‘aXaX]T X‘ @aT_Ta

IPYXV PRW 9bSVTaPaTXZ
                                             9bSVTaYn_gbV -++4        9bSVTaT_WlWbV -++4

BZP‘‘X‘RWT NT_QbV                 (,-’."
DT‘‘TQTaTXZXVbV                         (,,’2"
ETbT DTSXT                                                                         2’2"
<cTa‘                                      (,+’-"
J^]‘]_XV                      (,/’,"
G_][]aX]‘                                        (4’0"
GbQZXR ITZPaX]‘                                      (0’2"
;X_TRa(DPXZXV‘                                      (2’3"
                                      m (,+’3 " B][[bXYPaX]‘QbSVTa

qL[ dXT cXTZ G_]gTa dX_S ‘XRW @W_ 9bSVTa Un_ SXT U]ZVTST @‘a_b[TaT X[ APW_ -++4
cT__XVT_ Qgd) T_WlWT7p $8VPQT X G_]gTa%
                                                                             EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+*
                                                                                                      [ZNd 5 .*.
<_U]ZV‘QTdT_abV



                           B][[bXYPaX]‘T_U]ZV
                              #:SSRX‘VbV‘h‘ V(c(G($




        <UUTYaXcXaka                                        <UUXgXTg
    FR‘a^[ [ COWRP‘VbR_                               FR‘a^[ [ >[bR_‘ZR[‘



       NX_Y‘P[YTXa                                      NX_a‘RWPUaZXRWYTXa
    LVRYR^^RVPUa[T_T^NQ                               ?_‘R[’Ba‘fR[’JR^UhY‘[V_
<_U]ZV‘QTXa_PV ST_ @‘a_b[TaT
<UUTYaXcXaka
"CLTNUDPNHLV#   ,&,                                                                                                                       -++/
                                                                                                   @aT_Ta
                                                                                                                                          -++4
                                                              <cTa‘
                                                                                GbQZXR ITZPaX]‘                              , 6 ‘TW_ W]WT
                                               DT‘‘TQTaTXZXVbV
                                                                                                                                 <UUTYaXcXaka
                ,&1                                                                                                           Qgd) <UUXgXTg
                                                                   G_][]aX]‘
                      m6-’4-           BZP‘‘X‘RWT NT_QbV
                                                                                                                           1 6 ‘TW_ VT_XVT
                                                                                                                                <UUTYaXcXaka
                               I]PS‘W]d‘                                                                                     Qgd) <UUXgXTg
                -&,
                                                 ;X_TRa(DPXZXV‘


                          J^]‘]_XV
                                             J]RXPZ DTSXP
                -&1
                                                            m6.’+.
                                                                                                                             <UUXgXTg
                        -&1                     -&,                       ,&1                             ,&,       "CLTVUFKDIVOLFKNHLV#

q9XaaT QTdT_aT JXT SXT U]ZVTST B][[bXYPaX]‘X‘a_b[TaT X 9TgbV
PbU @W_T <UUTYaXcXaka bS <UUXgXTg)p
                                                                                                              EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+*
                                                                                                                                       [ZNd 5 .*.
ETbT‘ GP_PSXV[P ST_
DP_YTaXVY][[bXYPaX]
>T‘aT_5 BZP‘‘X‘RWT‘              D]_VT5 ETbT‘
B][[bXYPaX]‘[]STZZ              B][[bXYPaX]‘[]STZZ


                                                NX‘‘T
              9]a‘RWPUa
                          BbST
                                                9]a‘RWPUa
                                                            BbST   ITUT_Tg
LaT_TW[T   9]a‘RWPUa           LaT_TW[T
                          BbST                      ITUT_Tg       BbST
   DP_YT                             DP_YT
                                                9]a‘RWPUa           ITUT_Tg
                                                            BbST
              9]a‘RWPUa
                          BbST
                                                NX‘‘T
*, CTXa[TSXb[5 BZP‘‘XY
cT_‘b‘ @aT_Ta
Jb^T_ 9]dZ ( GT^‘X ‘YX^‘ KM:




                       HUR DR]_V FRS^R_U D^WRP‘
Jb^T_ 9]dZ ( >]]VZT V]T‘ RZP‘‘XR




                         8RRJOH =DTLULDQ <RXH
9TSTbabV‘cT_Zb‘a ST_
BZP‘‘X‘RWT NT_QbV



;XT BZP‘‘X‘RWT NT_QbV bS SP‘ @aT_Ta dT_ST
‘ak_YT_ gb R_]‘‘[TSXPZT GZPaaU]_[T gb‘P[[TdPRW‘T)
                                                                                            3,’1"

;XT BZP‘‘X‘RWT NT_QbV cT_ZXT_a P 9TSTbabV’ dX_S PQT_ X
ST kRW‘aT UnU APW_T dTXaT_WX CTXa[TSXb[ QZTXQT)                                      12’,"

;P‘ @aT_Ta dX_S X ObYbUa SXT BZP‘‘X‘RWT NT_QbV
PZ‘ TbT‘ CTXa[TSXb[ PQZl‘T)                                                               -0’/"

q@ ST_ =PRW^_T‘‘T dX_S XaT‘Xc nQT_ SXT ObYbUa ST_ B][[bXYPaX] SX‘YbaXT_a) NTZRWT[
ST_ U]ZVTST JaPaT[Ta‘ ‘aX[[T JXT gb7p $K]^(-(9]e PbU 0(T_(JYPZP%
                                                                      EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+*
                                                                                               [ZNd 5 .*,
*- <X‘Pag c] J]RXPZ DTSXP
<X‘Pag c] J]RXPZ DTSXP


MXST]RZX^‘                                                                               1,’4"
N]_S ]U D]baW                                                                            00’1"
9Z]V‘ bS =]_T                                                                          /2’0"
J]RXPZ ETad]_YXV(GZPaaU]_[T                                                            /-’/"
G]SRP‘a‘                                                                                 /+’3"
MX_abTZZT NTZaT                                                                         ,3’-"
GW]a] JWP_XV                                                                            ,2’+"
D]QXZT DTSXP                                                                             ,/’3"
>P[XV                                                                                   ,.’-"

qNTZRWT ST_ U]ZVTST @‘a_b[TaT dn_ST JXT X[ kRW‘aT APW_ Un_ @W_ LaT_TW[T
Qgd) @W_T >T‘RWkUa‘QT_TXRW TX‘TagT7p $K]^(-(9]e PbU 0(T_(JYPZP%
                                                                     EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+*
                                                                                              [ZNd 5 -02
*. Jf[QX]‘T5 ZXcT ^Zb‘ cX_abTZZ
GT_UTYaT Jf[QX]‘T c]
CXcT bS MX_abPZ :][[bXRPaX]
K]^(.(B_XaT_XT                                                       iQT_ZTVTWTXa CXcT :][


MT_a_PbT‘PbUQPb                                                                              2,’3"

DbZaX‘T‘bPZXaka                                                                         12’,"
BbSTQXSbV                                                                      1/’4"


9]aa][(.(B_XaT_XT                        iQT_ZTVTWTXa MX_abPZ :][

9XZSbV c] :][[bXaXT‘          3,’-"
ITXRWdTXaT                        24’-"

B]aPYaY]‘aT                       21’-"

q9TX dTZRWT[ ST_ U]ZVTST B_XaT_XT X‘a SXT CXcT :][[bXRPaX] ST_
MX_abPZ :][[bXRPaX] nQT_ZTVT7p $M]_VPQT ,0 B_XaT_XT%
                                                                        EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+*
                                                                                                 [ZNd 5 .*+
<c]ZbaX] o ?fQ_XST =]_[PaT
 XLTVWDO




                                                MX_abPZ
                                                <cTa‘
OXTZV_b^^T




                                   ?fQ_XS
                                   <cTa‘


                          CXcT
                         <cTa‘
 SKZULUFK




              SKZULUFK            GZPaaU]_[T                           XLTVWDO

                                                   EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+*
@aTV_XT_aT GZPbV T_U]_ST_ZXRW

                             MFI               Nh?I<E;               E8:?
                         DT‘‘T * <cTa        DT‘‘T * <cTa       DT‘‘T * <cTa


     9Z]V‘ * =]_T
   J]RXPZ ETad]_Y‘
     MXST] JWP_XV
     D]QXZT DTSXP
        >P[XV                                 ^Wf‘X‘RWT
    MX_abTZZT NTZaT                         MT_P‘aPZabV
   q9bggp * qN]Dp
L‘T_ >TT_PaTS :]aTa
    :_]dS‘]b_RXV
          TaR)




                             ;XPZ]V nQT_ PZZT GWP‘T & @aTV_PaX] ST‘ BbST!


                                                                   EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+*
K]]Z‘ gb_ MT_Yn^UbV
c] ZXcT bS cX_abTZZ
                                      /+%1




   C[YV[R’:V[YNQa[TR[                                                                      2+’."
        :bR[‘’KRO_V‘R                                                                      1-’4"
   JVQRPYV]_& DQPN‘_                                                                     .3’0"
    7YT_& 8UN‘& ;^R[                                                                     --’4"
         AN‘PUZNXV[T                                                                       -+’1"
       @VbR’G‘^RNZV[T                                                                      ,3’+"
        C[YV[R’<aVQR                                                                       ,3’+"
  C[YV[R’8ZZa[V‘VR_                                                                       ,2’3"
                                                                     NX‘aRYY   faXj[S‘VT


qNTZRWT ST_ U]ZVTST DPjPW[T UnW_T JXT PYabTZZ Qgd) gbYnUaXV Sb_RW’ b[ CXcT
:][[bXRPaX] bS MX_abPZ :][[bXRPaX] ‘ak_YT_ [XaTXPST_ gb cT_Yn^UT7p
                                                                     EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+*
                                                                                              [ZNd 5 -3*
LaT_‘anagbV CXcT :][ OXTZT
                   8‘^_PRWT TbT_ OXTZV_b^^T

            HbPZXUXgXT_bV bS MT_TagbV ST_ KTXZTW[T_

              <_gTbVbV c] q9bggp Un_ MT_P‘aPZabV

                 8bUQPb c] :][[bXaXT‘ $C]fPZaf%

              9TaTXZXVbV ST_ KTXZTW[T_ $<VPVT[Ta%

               @aT‘XcXT_bV ST‘ DP_YTT_ZTQX‘‘T‘

         >TT_XT_bV c] DTSXTXWPZaT $:]aTa Jb^^]_a%

     =TTSQPRY gb G_]SbYaT bS JT_cXRT‘ $:b‘a][T_ @aTZZXVTRT%

                      Ob‘kagZXRWT_ GI(<UUTYa

              MT_QT‘‘T_bV ST‘ IF@ ST_ MT_P‘aPZabV



                                                            EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+*
*/ =PgXa bS 8b‘QZXRY
=PgXa5 GP_PSXV[TdTRW‘TZ -+,+

B_X‘T PZ‘ BPaPZf‘Pa]_
M9VR AN^XR‘V[TYN[Q_PUNS‘ V_‘ Qa^PU fcRV :[‘cVPXYa[TR[ TR]^hT‘4 QVR KV^‘_PUNS‘_X^V_R
 a[Q QVR ARQVR[^RbYa‘V[ k ORVQR OR_PUYRa[VTR[ QR[ DN^NQVTZR[cRPU_RY VZ
 AN^XR‘V[T(

@aT_Ta PZ‘ TbT‘ CTXa[TSXb[7
M9VR XYN__V_PUR ZN__R[’ZRQVNYR :V[cRT’?ZZa[VXN‘V[ bR^YVR^‘ VU^R[ @RV‘PUN^NX‘R^ a[Q
 cV^Q fa[RUZR[Q Qa^PU QN_ >[‘R^[R‘ a[Q QVR >[‘R^NX‘V[ ZV‘ QRZ ?a[QR[ R^_R‘f‘(

J]RXPZ DTSXP o Ja_PaTVXT X‘a VTU_PVa
M9VR QRa‘_PUR[ I[‘R^[RUZR[ cYYR[ bR^_‘h^X‘ V[ GPVNY ARQVN V[bR_‘VR^R[ k QPU [PU
 ZN[TRY‘ R_ NZ [‘cR[QVTR[ ?[c’Uc faZ fVRYSjU^R[QR[ :V[_N‘f QR^ [RaR[
 ARQVR[TN‘‘a[T(

CXcT ^Zb‘ cX_abTZZ o ^T_UTYaT Jf[QX]‘T
M@VbR a[Q JV^‘aNY 8ZZa[VPN‘V[ R^Th[fR[ _VPU VQRNY k V[ QR^ V[‘RYYVTR[‘R[ JR^X[j]Sa[T
 QR^ ORVQR[ 9VNYTV[_‘^aZR[‘R YVRT‘ QR^ GPUYj__RY fa^ G‘RVTR^a[T QR_ KV^Xa[T_R^SYT_(
8b‘QZXRY5 CXcT :][ -+,0


@aTV_XT_aT GZPbV T_U]_ST_ZXRW
M9VR JR^[R‘fa[T b[ @VbR a[Q JV^‘aNY 8ZZa[VPN‘V[ R^S^QR^‘ RV[R V[‘RT^VR^‘R DYN[a[T
 QR^ ANg[NUZR[ jOR^ NYYR DUN_R[ QR^ JR^N[_‘NY‘a[T #b^ ) chU^R[Q ) [NPU$(

MT_ZkVT_bV ST_ ITXRWdTXaT
M9a^PU QVR >[‘RT^N‘V[ b[ bV^‘aRYYR[ LVRYT^a]]R[ XN[[ QVR FRVPUcRV‘R b[ ‘^NQV‘V[RYYR[
 @VbR 8Z’ JR^N[_‘NY‘a[TR[ R^UROYVPU bR^Yh[TR^‘ cR^QR[(

BbST PZ‘ :](G_]SbgTa
M9R^ RURZNY_ ]N__VbR ?a[QR R^YN[T‘ RV[R [RaR NX‘VbR FYYR a[Q cV^Q _RYO_‘ faZ
 m8’D^QafR[‘R[l a[Q m8[‘R[‘’@VRSR^N[‘R[l QR^ @VbR’JR^N[_‘NY‘a[T(

;XUUT_TgXT_bV Sb_RW DbZaX‘T‘bPZXaka
MAV‘ fa[RUZR[QR^ JV^‘aNYV_VR^a[T NbN[PVR^‘ QVR ZaY‘V_R[_^V_PUR >[_fR[VR^a[T b[
 AN^XR[ faZ R[‘_PURVQR[QR[ 9VSSR^R[fVR^a[T_ZR^XZNY Sj^ @VbR’JR^N[_‘NY‘a[TR[(
:]^f_XVWa

5LH LQ GLHUHP ;RQ[HSV GDTJHUVHOOVHQ 8HGDQNHQ% :GHHQ% BRTUFKO]JH WQG CHTEHPLVVHO WQVHTOLHJHQ
GHQ JHOVHQGHQ ATKHEHTTHFKVUJHUHV[HQ WQG ULQG JHLUVLJHU 6LJHQVWP GHT 7LTPD AQLSODQ 8PE9 !
4R’ ;8’ 5LH BHTYLTNOLFKWQJ XRQ :GHHQ WQG(RGHT :GHHQDQU]V[HQ DWU GLHUHP ;RQ[HSV EHGDTI GHT
XRTKHTLJHQ XHTVTDJOLFKHQ BHTHLQEDTWQJ PLV GHT >HFKVHLQKDEHTLQ’

6LQH BHTXLHOI]OVLJWQJ GHU ;RQ[HSVU% JDQ[ RGHT LQ 3WU[_JHQ URYLH MHGH CHLVHTJDEH DQ 5TLVVH LUV
QLFKV JHUVDVVHV% URIHTQ HU QLFKV [WT 6QVUFKHLGWQJUILQGWQJ LP >DKPHQ GHT =T]UHQVDVLRQ
HTIRTGHTOLFK LUV’
5HT 6PSI]QJHT GLHUHU ;RQ[HSVU KDIVHV EHL WQEHTHFKVLJVHT BHTYHQGWQJ RGHT CHLVHTJDEH DQ
5TLVVH I_T GDTDWU HQVUVHKHQGH ?FK]GHQ’ 5HT 6PSI]QJHT GLHUHU ;RQ[HSVU EHUV]VLJV GWTFK
6QVJHJHQQDKPH GHU ;RQ[HSVU% GLH GDTLQ JHQDQQVHQ :GHHQ WQG BRTUFKO]JH XHTVTDWOLFK [W
EHKDQGHOQ’

AQLSODQ 8PE9 ! 4R’ ;8 ’ ?FKDQ[HQUVTDH ,1 D(E ’ .*)/, ;^OQ
@2 $-1")#++*’0-./1&)% 72 $-1")# ++*’0-./1&+))
YYY’WQLSODQ’FRP
live @ virtuell - Neue Formen des Kundendialogs

live @ virtuell - Neue Formen des Kundendialogs

  • 1.
    ZXcT # cX_abTZZ ETbT=]_[T ST‘ BbSTSXPZ]V‘ G_]U) ;_) DPU_TS BX_RWVT]_V ==@’@RV]fVT <^NQaN‘R GPUY S AN[NTRZR[‘ ;PV]QT_a ?P_a[P 9V^RP‘^ 8[_aY‘V[T " FR_RN^PU& I[V]YN[ ?iY[& ,-( ;RO^aN^ ,*+*
  • 2.
    +, DN^NQVTZR[cRPU_RY +-@RV‘ZRQVaZ ?YN__VX bR^_a_ >[‘R^[R‘ +. :V[_N‘f b[ GPVNY ARQVN +/ GeZOV_R YVbR ]Ya_ bV^‘aRYY +0 ;NfV‘ a[Q 6a_OYVPX
  • 3.
  • 4.
    9T‘RWZTbXVbV ST‘ GP_PSXV[TdTRW‘TZ‘ NX_a‘RWPUa‘Y_X‘T J]RXPZ DTSXP ITc]ZbaX] <UUXgXTgS_bRY B]a_]ZZcT_Zb‘a 9bSVTa‘WXUa X SXVXaPZT BPkZT
  • 5.
    NT_aTcT_XRWabV o 3D_S) <b_] %+/! 3-’- ’+*! ,&0 2,’0 ,&0 2/’/ ,&- +&3 .&* ,&- +&. -&0 +.&, -&3 +*&- +,&/ GNYR_’D^Z‘V[ -&1 +&* :bR[‘_ .&* G][_^V[T AR__R[ ,,&0 ,/&/ ,-&/ >[‘R^[R‘’KR^Oa[T 9VNYTZN^XR‘V[T ?YN__V_PUR KR^Oa[T -*&1 ,3&0 ,/&3 ,**/ ,**2 ,**3 6[TNOR[ V[ A^Q( :a^ EaRYYR4 I[V]YN[’FRPUR^PUR NaS QR^ 7N_V_ QR^ 7^N[PUR[bR^Oh[QR #9AA& ;NZNO& 7J9K& G][_^ JV_V[_& L6K$
  • 6.
    @cT‘aXaX]T X‘ @aT_Ta IPYXVPRW 9bSVTaPaTXZ 9bSVTaYn_gbV -++4 9bSVTaT_WlWbV -++4 BZP‘‘X‘RWT NT_QbV (,-’." DT‘‘TQTaTXZXVbV (,,’2" ETbT DTSXT 2’2" <cTa‘ (,+’-" J^]‘]_XV (,/’," G_][]aX]‘ (4’0" GbQZXR ITZPaX]‘ (0’2" ;X_TRa(DPXZXV‘ (2’3" m (,+’3 " B][[bXYPaX]‘QbSVTa qL[ dXT cXTZ G_]gTa dX_S ‘XRW @W_ 9bSVTa Un_ SXT U]ZVTST @‘a_b[TaT X[ APW_ -++4 cT__XVT_ Qgd) T_WlWT7p $8VPQT X G_]gTa% EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+* [ZNd 5 .*.
  • 7.
    <_U]ZV‘QTdT_abV B][[bXYPaX]‘T_U]ZV #:SSRX‘VbV‘h‘ V(c(G($ <UUTYaXcXaka <UUXgXTg FR‘a^[ [ COWRP‘VbR_ FR‘a^[ [ >[bR_‘ZR[‘ NX_Y‘P[YTXa NX_a‘RWPUaZXRWYTXa LVRYR^^RVPUa[T_T^NQ ?_‘R[’Ba‘fR[’JR^UhY‘[V_
  • 8.
    <_U]ZV‘QTXa_PV ST_ @‘a_b[TaT <UUTYaXcXaka "CLTNUDPNHLV# ,&, -++/ @aT_Ta -++4 <cTa‘ GbQZXR ITZPaX]‘ , 6 ‘TW_ W]WT DT‘‘TQTaTXZXVbV <UUTYaXcXaka ,&1 Qgd) <UUXgXTg G_][]aX]‘ m6-’4- BZP‘‘X‘RWT NT_QbV 1 6 ‘TW_ VT_XVT <UUTYaXcXaka I]PS‘W]d‘ Qgd) <UUXgXTg -&, ;X_TRa(DPXZXV‘ J^]‘]_XV J]RXPZ DTSXP -&1 m6.’+. <UUXgXTg -&1 -&, ,&1 ,&, "CLTVUFKDIVOLFKNHLV# q9XaaT QTdT_aT JXT SXT U]ZVTST B][[bXYPaX]‘X‘a_b[TaT X 9TgbV PbU @W_T <UUTYaXcXaka bS <UUXgXTg)p EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+* [ZNd 5 .*.
  • 9.
    ETbT‘ GP_PSXV[P ST_ DP_YTaXVY][[bXYPaX] >T‘aT_5BZP‘‘X‘RWT‘ D]_VT5 ETbT‘ B][[bXYPaX]‘[]STZZ B][[bXYPaX]‘[]STZZ NX‘‘T 9]a‘RWPUa BbST 9]a‘RWPUa BbST ITUT_Tg LaT_TW[T 9]a‘RWPUa LaT_TW[T BbST ITUT_Tg BbST DP_YT DP_YT 9]a‘RWPUa ITUT_Tg BbST 9]a‘RWPUa BbST NX‘‘T
  • 10.
  • 11.
    Jb^T_ 9]dZ (GT^‘X ‘YX^‘ KM: HUR DR]_V FRS^R_U D^WRP‘
  • 12.
    Jb^T_ 9]dZ (>]]VZT V]T‘ RZP‘‘XR 8RRJOH =DTLULDQ <RXH
  • 13.
    9TSTbabV‘cT_Zb‘a ST_ BZP‘‘X‘RWT NT_QbV ;XTBZP‘‘X‘RWT NT_QbV bS SP‘ @aT_Ta dT_ST ‘ak_YT_ gb R_]‘‘[TSXPZT GZPaaU]_[T gb‘P[[TdPRW‘T) 3,’1" ;XT BZP‘‘X‘RWT NT_QbV cT_ZXT_a P 9TSTbabV’ dX_S PQT_ X ST kRW‘aT UnU APW_T dTXaT_WX CTXa[TSXb[ QZTXQT) 12’," ;P‘ @aT_Ta dX_S X ObYbUa SXT BZP‘‘X‘RWT NT_QbV PZ‘ TbT‘ CTXa[TSXb[ PQZl‘T) -0’/" q@ ST_ =PRW^_T‘‘T dX_S XaT‘Xc nQT_ SXT ObYbUa ST_ B][[bXYPaX] SX‘YbaXT_a) NTZRWT[ ST_ U]ZVTST JaPaT[Ta‘ ‘aX[[T JXT gb7p $K]^(-(9]e PbU 0(T_(JYPZP% EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+* [ZNd 5 .*,
  • 14.
    *- <X‘Pag c]J]RXPZ DTSXP
  • 15.
    <X‘Pag c] J]RXPZDTSXP MXST]RZX^‘ 1,’4" N]_S ]U D]baW 00’1" 9Z]V‘ bS =]_T /2’0" J]RXPZ ETad]_YXV(GZPaaU]_[T /-’/" G]SRP‘a‘ /+’3" MX_abTZZT NTZaT ,3’-" GW]a] JWP_XV ,2’+" D]QXZT DTSXP ,/’3" >P[XV ,.’-" qNTZRWT ST_ U]ZVTST @‘a_b[TaT dn_ST JXT X[ kRW‘aT APW_ Un_ @W_ LaT_TW[T Qgd) @W_T >T‘RWkUa‘QT_TXRW TX‘TagT7p $K]^(-(9]e PbU 0(T_(JYPZP% EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+* [ZNd 5 -02
  • 16.
    *. Jf[QX]‘T5 ZXcT^Zb‘ cX_abTZZ
  • 17.
    GT_UTYaT Jf[QX]‘T c] CXcTbS MX_abPZ :][[bXRPaX] K]^(.(B_XaT_XT iQT_ZTVTWTXa CXcT :][ MT_a_PbT‘PbUQPb 2,’3" DbZaX‘T‘bPZXaka 12’," BbSTQXSbV 1/’4" 9]aa][(.(B_XaT_XT iQT_ZTVTWTXa MX_abPZ :][ 9XZSbV c] :][[bXaXT‘ 3,’-" ITXRWdTXaT 24’-" B]aPYaY]‘aT 21’-" q9TX dTZRWT[ ST_ U]ZVTST B_XaT_XT X‘a SXT CXcT :][[bXRPaX] ST_ MX_abPZ :][[bXRPaX] nQT_ZTVT7p $M]_VPQT ,0 B_XaT_XT% EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+* [ZNd 5 .*+
  • 18.
    <c]ZbaX] o ?fQ_XST=]_[PaT XLTVWDO MX_abPZ <cTa‘ OXTZV_b^^T ?fQ_XS <cTa‘ CXcT <cTa‘ SKZULUFK SKZULUFK GZPaaU]_[T XLTVWDO EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+*
  • 19.
    @aTV_XT_aT GZPbV T_U]_ST_ZXRW MFI Nh?I<E; E8:? DT‘‘T * <cTa DT‘‘T * <cTa DT‘‘T * <cTa 9Z]V‘ * =]_T J]RXPZ ETad]_Y‘ MXST] JWP_XV D]QXZT DTSXP >P[XV ^Wf‘X‘RWT MX_abTZZT NTZaT MT_P‘aPZabV q9bggp * qN]Dp L‘T_ >TT_PaTS :]aTa :_]dS‘]b_RXV TaR) ;XPZ]V nQT_ PZZT GWP‘T & @aTV_PaX] ST‘ BbST! EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+*
  • 20.
    K]]Z‘ gb_ MT_Yn^UbV c]ZXcT bS cX_abTZZ /+%1 C[YV[R’:V[YNQa[TR[ 2+’." :bR[‘’KRO_V‘R 1-’4" JVQRPYV]_& DQPN‘_ .3’0" 7YT_& 8UN‘& ;^R[ --’4" AN‘PUZNXV[T -+’1" @VbR’G‘^RNZV[T ,3’+" C[YV[R’<aVQR ,3’+" C[YV[R’8ZZa[V‘VR_ ,2’3" NX‘aRYY faXj[S‘VT qNTZRWT ST_ U]ZVTST DPjPW[T UnW_T JXT PYabTZZ Qgd) gbYnUaXV Sb_RW’ b[ CXcT :][[bXRPaX] bS MX_abPZ :][[bXRPaX] ‘ak_YT_ [XaTXPST_ gb cT_Yn^UT7p EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+* [ZNd 5 -3*
  • 21.
    LaT_‘anagbV CXcT :][OXTZT 8‘^_PRWT TbT_ OXTZV_b^^T HbPZXUXgXT_bV bS MT_TagbV ST_ KTXZTW[T_ <_gTbVbV c] q9bggp Un_ MT_P‘aPZabV 8bUQPb c] :][[bXaXT‘ $C]fPZaf% 9TaTXZXVbV ST_ KTXZTW[T_ $<VPVT[Ta% @aT‘XcXT_bV ST‘ DP_YTT_ZTQX‘‘T‘ >TT_XT_bV c] DTSXTXWPZaT $:]aTa Jb^^]_a% =TTSQPRY gb G_]SbYaT bS JT_cXRT‘ $:b‘a][T_ @aTZZXVTRT% Ob‘kagZXRWT_ GI(<UUTYa MT_QT‘‘T_bV ST‘ IF@ ST_ MT_P‘aPZabV EaRYYR4 I[V]YN[ @VbRH^R[Q_ ,**3)+*
  • 22.
    */ =PgXa bS8b‘QZXRY
  • 23.
    =PgXa5 GP_PSXV[TdTRW‘TZ -+,+ B_X‘TPZ‘ BPaPZf‘Pa]_ M9VR AN^XR‘V[TYN[Q_PUNS‘ V_‘ Qa^PU fcRV :[‘cVPXYa[TR[ TR]^hT‘4 QVR KV^‘_PUNS‘_X^V_R a[Q QVR ARQVR[^RbYa‘V[ k ORVQR OR_PUYRa[VTR[ QR[ DN^NQVTZR[cRPU_RY VZ AN^XR‘V[T( @aT_Ta PZ‘ TbT‘ CTXa[TSXb[7 M9VR XYN__V_PUR ZN__R[’ZRQVNYR :V[cRT’?ZZa[VXN‘V[ bR^YVR^‘ VU^R[ @RV‘PUN^NX‘R^ a[Q cV^Q fa[RUZR[Q Qa^PU QN_ >[‘R^[R‘ a[Q QVR >[‘R^NX‘V[ ZV‘ QRZ ?a[QR[ R^_R‘f‘( J]RXPZ DTSXP o Ja_PaTVXT X‘a VTU_PVa M9VR QRa‘_PUR[ I[‘R^[RUZR[ cYYR[ bR^_‘h^X‘ V[ GPVNY ARQVN V[bR_‘VR^R[ k QPU [PU ZN[TRY‘ R_ NZ [‘cR[QVTR[ ?[c’Uc faZ fVRYSjU^R[QR[ :V[_N‘f QR^ [RaR[ ARQVR[TN‘‘a[T( CXcT ^Zb‘ cX_abTZZ o ^T_UTYaT Jf[QX]‘T M@VbR a[Q JV^‘aNY 8ZZa[VPN‘V[ R^Th[fR[ _VPU VQRNY k V[ QR^ V[‘RYYVTR[‘R[ JR^X[j]Sa[T QR^ ORVQR[ 9VNYTV[_‘^aZR[‘R YVRT‘ QR^ GPUYj__RY fa^ G‘RVTR^a[T QR_ KV^Xa[T_R^SYT_(
  • 24.
    8b‘QZXRY5 CXcT :][-+,0 @aTV_XT_aT GZPbV T_U]_ST_ZXRW M9VR JR^[R‘fa[T b[ @VbR a[Q JV^‘aNY 8ZZa[VPN‘V[ R^S^QR^‘ RV[R V[‘RT^VR^‘R DYN[a[T QR^ ANg[NUZR[ jOR^ NYYR DUN_R[ QR^ JR^N[_‘NY‘a[T #b^ ) chU^R[Q ) [NPU$( MT_ZkVT_bV ST_ ITXRWdTXaT M9a^PU QVR >[‘RT^N‘V[ b[ bV^‘aRYYR[ LVRYT^a]]R[ XN[[ QVR FRVPUcRV‘R b[ ‘^NQV‘V[RYYR[ @VbR 8Z’ JR^N[_‘NY‘a[TR[ R^UROYVPU bR^Yh[TR^‘ cR^QR[( BbST PZ‘ :](G_]SbgTa M9R^ RURZNY_ ]N__VbR ?a[QR R^YN[T‘ RV[R [RaR NX‘VbR FYYR a[Q cV^Q _RYO_‘ faZ m8’D^QafR[‘R[l a[Q m8[‘R[‘’@VRSR^N[‘R[l QR^ @VbR’JR^N[_‘NY‘a[T( ;XUUT_TgXT_bV Sb_RW DbZaX‘T‘bPZXaka MAV‘ fa[RUZR[QR^ JV^‘aNYV_VR^a[T NbN[PVR^‘ QVR ZaY‘V_R[_^V_PUR >[_fR[VR^a[T b[ AN^XR[ faZ R[‘_PURVQR[QR[ 9VSSR^R[fVR^a[T_ZR^XZNY Sj^ @VbR’JR^N[_‘NY‘a[TR[(
  • 26.
    :]^f_XVWa 5LH LQ GLHUHP;RQ[HSV GDTJHUVHOOVHQ 8HGDQNHQ% :GHHQ% BRTUFKO]JH WQG CHTEHPLVVHO WQVHTOLHJHQ GHQ JHOVHQGHQ ATKHEHTTHFKVUJHUHV[HQ WQG ULQG JHLUVLJHU 6LJHQVWP GHT 7LTPD AQLSODQ 8PE9 ! 4R’ ;8’ 5LH BHTYLTNOLFKWQJ XRQ :GHHQ WQG(RGHT :GHHQDQU]V[HQ DWU GLHUHP ;RQ[HSV EHGDTI GHT XRTKHTLJHQ XHTVTDJOLFKHQ BHTHLQEDTWQJ PLV GHT >HFKVHLQKDEHTLQ’ 6LQH BHTXLHOI]OVLJWQJ GHU ;RQ[HSVU% JDQ[ RGHT LQ 3WU[_JHQ URYLH MHGH CHLVHTJDEH DQ 5TLVVH LUV QLFKV JHUVDVVHV% URIHTQ HU QLFKV [WT 6QVUFKHLGWQJUILQGWQJ LP >DKPHQ GHT =T]UHQVDVLRQ HTIRTGHTOLFK LUV’ 5HT 6PSI]QJHT GLHUHU ;RQ[HSVU KDIVHV EHL WQEHTHFKVLJVHT BHTYHQGWQJ RGHT CHLVHTJDEH DQ 5TLVVH I_T GDTDWU HQVUVHKHQGH ?FK]GHQ’ 5HT 6PSI]QJHT GLHUHU ;RQ[HSVU EHUV]VLJV GWTFK 6QVJHJHQQDKPH GHU ;RQ[HSVU% GLH GDTLQ JHQDQQVHQ :GHHQ WQG BRTUFKO]JH XHTVTDWOLFK [W EHKDQGHOQ’ AQLSODQ 8PE9 ! 4R’ ;8 ’ ?FKDQ[HQUVTDH ,1 D(E ’ .*)/, ;^OQ @2 $-1")#++*’0-./1&)% 72 $-1")# ++*’0-./1&+)) YYY’WQLSODQ’FRP