Presentation1.ppt lesson 9

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LESSON 9LESSON 9 ––
BUSINESS BASICS PARTBUSINESS BASICS PART
IIII -- OPERATIONSOPERATIONS
MANAGEMENT, CUSTOMERMANAGEMENT, CUSTOMER
SERVICE, IS & HRSERVICE, IS & HR

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Introduction: The engines of the Introduction: The engines of the
organizationorganization
Operations Management has a wideOperations Management has a wide
scope of responsibility. It is the areascope of responsibility. It is the area
of business that is concerned with theof business that is concerned with the
production of goods and services, andproduction of goods and services, and
involves the responsibility of ensuringinvolves the responsibility of ensuring
that business operations are efficientthat business operations are efficient
and effectiveand effective. .

The day-to-day running of a The day-to-day running of a
companycompany
operations management is depends greatly onoperations management is depends greatly on
the nature of products or servicesthe nature of products or services..
Basically operations is aboutBasically operations is about: :
----Designing services, products and deliveryDesigning services, products and delivery
systemssystems..
----Managing and controlling the operationsManaging and controlling the operations
systemsystem..
----Continuously finding ways to improve itsContinuously finding ways to improve its
operationsoperations..

The general model of operationsThe general model of operations
managementmanagement

Transformation processes includeTransformation processes include::
11--Changes in the physical characteristics ofChanges in the physical characteristics of
materials or customersmaterials or customers..
22--Changes in the location of materials, informationChanges in the location of materials, information
or customersor customers..
33--Changes in the ownership of materials orChanges in the ownership of materials or
informationinformation..
44--Storage or accommodation of materials,Storage or accommodation of materials,
information or customersinformation or customers..
55--Changes in the purpose or form of informationChanges in the purpose or form of information..
66--Changes in the physiological or psychologicalChanges in the physiological or psychological
state of customers.----Types arestate of customers.----Types are--------------------
ManufacturingManufacturing –– TransportTransport –– SupplySupply ––
ServiceService – –

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Some typical operating decisions would beSome typical operating decisions would be::
How much should you invest in developing newHow much should you invest in developing new
productsproducts??
How much staff and space is neededHow much staff and space is needed? ?
How do you determine the best buys on expensiveHow do you determine the best buys on expensive
items and equipmentitems and equipment??
What are the hours of operationWhat are the hours of operation? ?
How long should a project take to completeHow long should a project take to complete? ?
How much inventory is neededHow much inventory is needed??
How will the products be shippedHow will the products be shipped??
How will customer satisfaction be measuredHow will customer satisfaction be measured??
How will the operating systems, workstations, andHow will the operating systems, workstations, and
physical plant be designedphysical plant be designed??
What are the processes and procedures used toWhat are the processes and procedures used to
ensure smooth operationsensure smooth operations??
How to ensure quality and needed quantity of goodsHow to ensure quality and needed quantity of goods
or servicesor services??

Basic Decision Making ToolsBasic Decision Making Tools
Cost-benefit analysis is used to see if an investmentCost-benefit analysis is used to see if an investment
is worth pursuing.is worth pursuing.
. Most businesses have both fixed costs and. Most businesses have both fixed costs and
variable costs.variable costs.
** Fixed costsFixed costs remain the same no matter howremain the same no matter how
much the company makes or sells.much the company makes or sells.
*Variable costs*Variable costs change with the company’schange with the company’s
production and sales volume of a unit.production and sales volume of a unit.

A good tool to use would beA good tool to use would be::
11--Break-even analysisBreak-even analysis. It lets you find when. It lets you find when
you first start making profityou first start making profit.  .
formula would be: units sold = the fixedformula would be: units sold = the fixed
costs ÷ (the selling price minus thecosts ÷ (the selling price minus the
variable cost per unitvariable cost per unit(. (.
22--Crossover AnalysisCrossover Analysis :This lets you identify:This lets you identify
the point where you should switch fromthe point where you should switch from
one product or service to another one thatone product or service to another one that
has similar benefits, but different fixedhas similar benefits, but different fixed
and variable costsand variable costs.  .
:  :  Crossover units = (machine 2’s fixed costCrossover units = (machine 2’s fixed cost
– machine 1’s fixed cost) ÷ (machine 1’s– machine 1’s fixed cost) ÷ (machine 1’s
variable cost – machine 2’s fixed costvariable cost – machine 2’s fixed cost(.(.

Here is the cost-benefit analysis used to determineHere is the cost-benefit analysis used to determine
if the project is worth pursuingif the project is worth pursuing
*Critical Path Method (CPM) will help you plan and*Critical Path Method (CPM) will help you plan and
coordinate the tasks and activities in a project.coordinate the tasks and activities in a project.
CPM analysis requires that you first determine all ofCPM analysis requires that you first determine all of
the steps necessary to complete the project. Youthe steps necessary to complete the project. You
then prioritize based on the steps that arethen prioritize based on the steps that are
dependant on others steps being completed first,dependant on others steps being completed first,
as well as those that can run parallel to otheras well as those that can run parallel to other
tasks.tasks.

*PERT (Program Evaluation and Review Technique)*PERT (Program Evaluation and Review Technique)
is like CPM but the major difference is PERTis like CPM but the major difference is PERT
enables you to make an optimistic, pessimisticenables you to make an optimistic, pessimistic
and best guess estimate of the time it will take toand best guess estimate of the time it will take to
complete each task of the project.complete each task of the project.
*Gantt Chart is used in project management to plan*Gantt Chart is used in project management to plan
and track the progress of a project.and track the progress of a project.
**Decision tree is another visual flow chart tool. ItDecision tree is another visual flow chart tool. It
is like PERT, however, it lets you consider choicesis like PERT, however, it lets you consider choices
and risk.and risk.

Quality ManagementQuality Management
Quality Management is a method for ensuring thatQuality Management is a method for ensuring that
all the activities necessary to design, develop andall the activities necessary to design, develop and
implement a product or service are effective andimplement a product or service are effective and
efficient.efficient.
Quality management can be considered to haveQuality management can be considered to have
three main components:three main components:
1-Quality control - also known as QC and IQC1-Quality control - also known as QC and IQC
(incoming quality control) which is designed to(incoming quality control) which is designed to
meet or exceed customer requirements.meet or exceed customer requirements.

2-Quality assurance - also known as QA, which2-Quality assurance - also known as QA, which
refers to planned and systematic production andrefers to planned and systematic production and
testing processes to ensure proper performancetesting processes to ensure proper performance
of the product, to minimize defects, and ensure aof the product, to minimize defects, and ensure a
high degree of quality.high degree of quality.
3-Quality improvement - there are many methods3-Quality improvement - there are many methods
and organizations for quality improvementand organizations for quality improvement
*Three basic rules for managing quality are:*Three basic rules for managing quality are:
--Upper management must be completely involved--Upper management must be completely involved
and committed to excellence, not just supportingand committed to excellence, not just supporting
it.it.
--The quality focus must be incorporated--The quality focus must be incorporated
throughout the entire company, not just a groupthroughout the entire company, not just a group
or two.or two.
--Quality improvement must be measured both on--Quality improvement must be measured both on
quality specific terms and the impact it hasquality specific terms and the impact it has
towards business goals.towards business goals.

Here are six of the most commonHere are six of the most common
quality methods and organizationsquality methods and organizations
used towards quality improvement:used towards quality improvement:
1-Six Sigma - identifies and removes1-Six Sigma - identifies and removes
the causes of defects and errors inthe causes of defects and errors in
manufacturing and businessmanufacturing and business
processes.processes.
Six Sigma has two key methods:Six Sigma has two key methods:

DMAIC - which is used to improve an existingDMAIC - which is used to improve an existing
business process:business process:
· Define process improvement goals that are· Define process improvement goals that are
consistent with customer demands and theconsistent with customer demands and the
enterprise strategy.enterprise strategy.
· Measure key aspects of the current process· Measure key aspects of the current process
and collect relevant data.and collect relevant data.
· Analyze the data to verify cause-and-effect· Analyze the data to verify cause-and-effect
relationships. Determine what the relationshipsrelationships. Determine what the relationships
are, and attempt to ensure that all factors haveare, and attempt to ensure that all factors have
been considered.been considered.
· Improve or optimize the process based upon· Improve or optimize the process based upon
data analysis using techniques like “Design ofdata analysis using techniques like “Design of
experiments.”experiments.”
· Control to ensure that any deviations from· Control to ensure that any deviations from
the target are corrected before they result inthe target are corrected before they result in
defects.defects.

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DMAICDMAIC- ‫القائمة‬ ‫التجارية‬ ‫عملية‬ ‫لتحسين‬ ‫يستخدم‬ ‫:الذي‬- ‫القائمة‬ ‫التجارية‬ ‫عملية‬ ‫لتحسين‬ ‫يستخدم‬ ‫:الذي‬
··‫العمل ء‬ ‫متطلبات‬ ‫مع‬ ‫تنسجم‬ ‫التي‬ ‫التحسين‬ ‫عملية‬ ‫أهداف‬ ‫تحديد‬‫العمل ء‬ ‫متطلبات‬ ‫مع‬ ‫تنسجم‬ ‫التي‬ ‫التحسين‬ ‫عملية‬ ‫أهداف‬ ‫تحديد‬
.‫المؤسسة‬ ‫وإستراتيجية‬.‫المؤسسة‬ ‫وإستراتيجية‬
··.‫الصلة‬ ‫ذات‬ ‫البيانات‬ ‫وجمع‬ ‫الحالية‬ ‫للعملية‬ ‫الرئيسية‬ ‫الجوانب‬ ‫قياس‬.‫الصلة‬ ‫ذات‬ ‫البيانات‬ ‫وجمع‬ ‫الحالية‬ ‫للعملية‬ ‫الرئيسية‬ ‫الجوانب‬ ‫قياس‬
··،‫العلقات‬ ‫هي‬ ‫ما‬ ‫تحديد‬ .‫والنتيجة‬ ‫السبب‬ ‫علقات‬ ‫من‬ ‫للتحقق‬ ‫البيانات‬ ‫تحليل‬،‫العلقات‬ ‫هي‬ ‫ما‬ ‫تحديد‬ .‫والنتيجة‬ ‫السبب‬ ‫علقات‬ ‫من‬ ‫للتحقق‬ ‫البيانات‬ ‫تحليل‬
.‫العتبار‬ ‫بعين‬ ‫أخذت‬ ‫التي‬ ‫العوامل‬ ‫جميع‬ ‫أن‬ ‫من‬ ‫التأكد‬ ‫ومحاولة‬.‫العتبار‬ ‫بعين‬ ‫أخذت‬ ‫التي‬ ‫العوامل‬ ‫جميع‬ ‫أن‬ ‫من‬ ‫التأكد‬ ‫ومحاولة‬
··‫مثل‬ ‫أساليب‬ ‫باستخدام‬ ‫البيانات‬ ‫تحليل‬ ‫أساس‬ ‫على‬ ‫العملية‬ ‫تحسين‬ ‫أو‬ ‫تحسين‬‫مثل‬ ‫أساليب‬ ‫باستخدام‬ ‫البيانات‬ ‫تحليل‬ ‫أساس‬ ‫على‬ ‫العملية‬ ‫تحسين‬ ‫أو‬ ‫تحسين‬
.‫التجارب‬ ‫تصميم‬.‫التجارب‬ ‫تصميم‬
··‫إلى‬ ‫تؤدي‬ ‫أن‬ ‫قبل‬ ‫تصحيحه‬ ‫يتم‬ ‫الهدف‬ ‫عن‬ ‫انحراف‬ ‫أي‬ ‫أن‬ ‫لضمان‬ ‫الرقابة‬‫إلى‬ ‫تؤدي‬ ‫أن‬ ‫قبل‬ ‫تصحيحه‬ ‫يتم‬ ‫الهدف‬ ‫عن‬ ‫انحراف‬ ‫أي‬ ‫أن‬ ‫لضمان‬ ‫الرقابة‬
.‫عيوب‬.‫عيوب‬

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DMADV is used to create new product or processDMADV is used to create new product or process
designs:designs:
· Define design goals that are consistent with· Define design goals that are consistent with
customer demands and the enterprise strategy.customer demands and the enterprise strategy.
· Measure and identify CTQ’s (characteristics· Measure and identify CTQ’s (characteristics
that are “Critical To Quality”), productthat are “Critical To Quality”), product
capabilities, production process capability, andcapabilities, production process capability, and
risks.risks.
· Analyze to develop and design alternatives,· Analyze to develop and design alternatives,
create a high-level design, and evaluate designcreate a high-level design, and evaluate design
capability to select the best design.capability to select the best design.
· Design details, optimize the design, and plan· Design details, optimize the design, and plan
for design verification. This phase may requirefor design verification. This phase may require
simulations.simulations.
· Verify the design, set up pilot runs,· Verify the design, set up pilot runs,
implement the production process, and hand itimplement the production process, and hand it
over to the process owners.over to the process owners.

‫يستخدم‬‫يستخدم‬DMADVDMADV:‫العملية‬ ‫التصاميم‬ ‫أو‬ ‫جديد‬ ‫منتج‬ ‫لخلق‬:‫العملية‬ ‫التصاميم‬ ‫أو‬ ‫جديد‬ ‫منتج‬ ‫لخلق‬
••‫العمل ء‬ ‫متطلبات‬ ‫مع‬ ‫تنسجم‬ ‫التي‬ ‫التصميم‬ ‫أهداف‬ ‫تحديد‬‫العمل ء‬ ‫متطلبات‬ ‫مع‬ ‫تنسجم‬ ‫التي‬ ‫التصميم‬ ‫أهداف‬ ‫تحديد‬
.‫المؤسسة‬ ‫وإستراتيجية‬.‫المؤسسة‬ ‫وإستراتيجية‬
••(‫للجودة‬ ‫حرجة‬ ‫هي‬ ‫التي‬ ‫)الخصائص‬ ‫وتحديد‬ ‫قياس‬(‫للجودة‬ ‫حرجة‬ ‫هي‬ ‫التي‬ ‫)الخصائص‬ ‫وتحديد‬ ‫قياس‬CTQCTQ،،
.‫والمخاطر‬ ،‫النتاج‬ ‫عملية‬ ‫على‬ ‫والقدرة‬ ،‫المنتج‬ ‫وقدرات‬.‫والمخاطر‬ ،‫النتاج‬ ‫عملية‬ ‫على‬ ‫والقدرة‬ ،‫المنتج‬ ‫وقدرات‬
••،‫المستوى‬ ‫رفيع‬ ‫تصميم‬ ‫وخلق‬ ،‫البدائل‬ ‫وتصميم‬ ‫لتطوير‬ ‫تحليل‬،‫المستوى‬ ‫رفيع‬ ‫تصميم‬ ‫وخلق‬ ،‫البدائل‬ ‫وتصميم‬ ‫لتطوير‬ ‫تحليل‬
.‫تصميم‬ ‫أفضل‬ ‫لختيار‬ ‫تصميم‬ ‫على‬ ‫القدرة‬ ‫وتقييم‬.‫تصميم‬ ‫أفضل‬ ‫لختيار‬ ‫تصميم‬ ‫على‬ ‫القدرة‬ ‫وتقييم‬
••.‫التصميم‬ ‫من‬ ‫للتحقق‬ ‫وخطة‬ ،‫تصميم‬ ‫وتحسين‬ ،‫التصميم‬ ‫تفاصيل‬.‫التصميم‬ ‫من‬ ‫للتحقق‬ ‫وخطة‬ ،‫تصميم‬ ‫وتحسين‬ ،‫التصميم‬ ‫تفاصيل‬
.‫المحاكاة‬ ‫المرحلة‬ ‫هذه‬ ‫تتطلب‬ ‫قد‬.‫المحاكاة‬ ‫المرحلة‬ ‫هذه‬ ‫تتطلب‬ ‫قد‬
••‫عملية‬ ‫تنفيذ‬ ،‫تجريبية‬ ‫أشواط‬ ‫وإعداد‬ ،‫التصميم‬ ‫من‬ ‫التحقق‬‫عملية‬ ‫تنفيذ‬ ،‫تجريبية‬ ‫أشواط‬ ‫وإعداد‬ ،‫التصميم‬ ‫من‬ ‫التحقق‬
.‫العملية‬ ‫أصحاب‬ ‫إلى‬ ‫وتسليمها‬ ،‫النتاج‬.‫العملية‬ ‫أصحاب‬ ‫إلى‬ ‫وتسليمها‬ ،‫النتاج‬

2-ISO 9000 - is a family of standards for quality2-ISO 9000 - is a family of standards for quality
management systems. ISO 9000 is maintained bymanagement systems. ISO 9000 is maintained by
ISO, the International Organization forISO, the International Organization for
Standardization and is administered byStandardization and is administered by
accreditation and certification bodies. There areaccreditation and certification bodies. There are
eight ISO 9000 2000 quality managementeight ISO 9000 2000 quality management
principles:principles:
1. Focus on your customers1. Focus on your customers
2. Provide Leadership2. Provide Leadership
3. Involve your people3. Involve your people
4. Use a process approach4. Use a process approach
5. Take a systems approach5. Take a systems approach
6. Encourage continual improvement6. Encourage continual improvement
7. Get the facts before making decisions7. Get the facts before making decisions
8. Work with your suppliers8. Work with your suppliers

ISO 9000ISO 9000- ‫الحتفاظ‬ ‫يتم‬ .‫الجودة‬ ‫إدارة‬ ‫لنظم‬ ‫المعايير‬ ‫من‬ ‫عائلة‬ ‫هي‬- ‫الحتفاظ‬ ‫يتم‬ .‫الجودة‬ ‫إدارة‬ ‫لنظم‬ ‫المعايير‬ ‫من‬ ‫عائلة‬ ‫هي‬
‫اليزو‬ ‫قبل‬ ‫من‬‫اليزو‬ ‫قبل‬ ‫من‬ISO 9000ISO 9000، ‫وتدار‬ ‫القياسي‬ ‫للتوحيد‬ ‫الدولية‬ ‫والمنظمة‬، ‫وتدار‬ ‫القياسي‬ ‫للتوحيد‬ ‫الدولية‬ ‫والمنظمة‬
‫الجودة‬ ‫إدارة‬ ‫مبادئ‬ ‫ثمانية‬ ‫هناك‬ .‫والتصديق‬ ‫العتماد‬ ‫هيئات‬ ‫قبل‬ ‫من‬‫الجودة‬ ‫إدارة‬ ‫مبادئ‬ ‫ثمانية‬ ‫هناك‬ .‫والتصديق‬ ‫العتماد‬ ‫هيئات‬ ‫قبل‬ ‫من‬ISOISO
9000 20009000 2000::
11‫الزبائن‬ ‫على‬ ‫التركيز‬ .‫الزبائن‬ ‫على‬ ‫التركيز‬ .
22‫القيادة‬ ‫توفير‬ .‫القيادة‬ ‫توفير‬ .
33‫شعبك‬ ‫على‬ ‫تنطوي‬ .‫شعبك‬ ‫على‬ ‫تنطوي‬ .
44‫عملية‬ ‫نهج‬ ‫استخدام‬ .‫عملية‬ ‫نهج‬ ‫استخدام‬ .
55‫النظمة‬ ‫نهج‬ ‫اتخاذ‬ .‫النظمة‬ ‫نهج‬ ‫اتخاذ‬ .
66‫المستمر‬ ‫التحسين‬ ‫تشجيع‬ .‫المستمر‬ ‫التحسين‬ ‫تشجيع‬ .
77‫القرارات‬ ‫اتخاذ‬ ‫قبل‬ ‫الحقائق‬ ‫على‬ ‫الحصول‬ .‫القرارات‬ ‫اتخاذ‬ ‫قبل‬ ‫الحقائق‬ ‫على‬ ‫الحصول‬ .
88‫بك‬ ‫الخاصة‬ ‫الموردين‬ ‫مع‬ ‫العمل‬ .‫بك‬ ‫الخاصة‬ ‫الموردين‬ ‫مع‬ ‫العمل‬ .

3-TQM – Total Quality Management is a3-TQM – Total Quality Management is a
management approach to long-term successmanagement approach to long-term success
through customer satisfaction.through customer satisfaction.
Kaizen – looks at eliminating waste from theKaizen – looks at eliminating waste from the
business and production process, thus improvingbusiness and production process, thus improving
production and reducing costs without much of aproduction and reducing costs without much of a
monetary investment.monetary investment.
Benchmarking - is the process of measuring anBenchmarking - is the process of measuring an
organization's internal processes, thenorganization's internal processes, then
identifying, understanding, and adaptingidentifying, understanding, and adapting
outstanding practices from other organizationsoutstanding practices from other organizations
considered to be best-in-class.considered to be best-in-class.
Quality, Cost, Delivery (QCD) – offers aQuality, Cost, Delivery (QCD) – offers a
straightforward method of measuring processesstraightforward method of measuring processes
while being applicable to both simple andwhile being applicable to both simple and
complicated business processes.complicated business processes.

33--‫ا‬‫ا‬‫على‬ ‫النجاح‬ ‫إلى‬ ‫الدارة‬ ‫نهج‬ ‫هو‬ ‫الشاملة‬ ‫الجودة‬ ‫إدارة‬ - ‫الشاملة‬ ‫لجودة‬‫على‬ ‫النجاح‬ ‫إلى‬ ‫الدارة‬ ‫نهج‬ ‫هو‬ ‫الشاملة‬ ‫الجودة‬ ‫إدارة‬ - ‫الشاملة‬ ‫لجودة‬
.‫العمل ء‬ ‫رضا‬ ‫خلل‬ ‫من‬ ‫الطويل‬ ‫المدى‬.‫العمل ء‬ ‫رضا‬ ‫خلل‬ ‫من‬ ‫الطويل‬ ‫المدى‬
،‫والنتاج‬ ‫التجارية‬ ‫العمليات‬ ‫من‬ ‫النفايات‬ ‫على‬ ‫القضا ء‬ ‫في‬ ‫يبدو‬ - ‫كايزن‬،‫والنتاج‬ ‫التجارية‬ ‫العمليات‬ ‫من‬ ‫النفايات‬ ‫على‬ ‫القضا ء‬ ‫في‬ ‫يبدو‬ - ‫كايزن‬
.‫النقدي‬ ‫الستثمار‬ ‫من‬ ‫الكثير‬ ‫دون‬ ‫التكاليف‬ ‫وخفض‬ ‫النتاج‬ ‫تحسين‬ ‫وبالتالي‬.‫النقدي‬ ‫الستثمار‬ ‫من‬ ‫الكثير‬ ‫دون‬ ‫التكاليف‬ ‫وخفض‬ ‫النتاج‬ ‫تحسين‬ ‫وبالتالي‬
،‫وفهم‬ ‫تحديد‬ ‫ثم‬ ،‫للمؤسسة‬ ‫الداخلية‬ ‫العمليات‬ ‫قياس‬ ‫عملية‬ ‫هو‬ - ‫القياس‬،‫وفهم‬ ‫تحديد‬ ‫ثم‬ ،‫للمؤسسة‬ ‫الداخلية‬ ‫العمليات‬ ‫قياس‬ ‫عملية‬ ‫هو‬ - ‫القياس‬
‫سيارة‬ ‫أفضل‬ ‫تعتبر‬ ‫الخرى‬ ‫المنظمات‬ ‫من‬ ‫المسددة‬ ‫غير‬ ‫الممارسات‬ ‫وتكييف‬‫سيارة‬ ‫أفضل‬ ‫تعتبر‬ ‫الخرى‬ ‫المنظمات‬ ‫من‬ ‫المسددة‬ ‫غير‬ ‫الممارسات‬ ‫وتكييف‬
.‫فئتها‬ ‫في‬.‫فئتها‬ ‫في‬
) ‫والتسليم‬ ‫والتكلفة‬ ‫الجودة‬) ‫والتسليم‬ ‫والتكلفة‬ ‫الجودة‬QCDQCD‫العمليات‬ ‫لقياس‬ ‫مباشرة‬ ‫طريقة‬ ‫يوفر‬ - (‫العمليات‬ ‫لقياس‬ ‫مباشرة‬ ‫طريقة‬ ‫يوفر‬ - (
.‫ومعقدة‬ ‫بسيطة‬ ‫سوا ء‬ ‫حد‬ ‫على‬ ‫التجارية‬ ‫العمليات‬ ‫على‬ ‫تنطبق‬ ‫يجري‬ ‫حين‬ ‫في‬.‫ومعقدة‬ ‫بسيطة‬ ‫سوا ء‬ ‫حد‬ ‫على‬ ‫التجارية‬ ‫العمليات‬ ‫على‬ ‫تنطبق‬ ‫يجري‬ ‫حين‬ ‫في‬

Supply Chain Management (SCM)Supply Chain Management (SCM)
Supply Chain Management involves the flow ofSupply Chain Management involves the flow of
materials, information, and finances as they movematerials, information, and finances as they move
in a level process from supplier, to manufacturer,in a level process from supplier, to manufacturer,
to wholesaler, to retailer, and finally to theto wholesaler, to retailer, and finally to the
consumer.consumer.
Logistics Management is the part of SCM thatLogistics Management is the part of SCM that
efficiently plans, implements, and controls theefficiently plans, implements, and controls the
delivery and storage of goods and services.delivery and storage of goods and services.
1-Product flow -1-Product flow -
2-Information flow -2-Information flow -
3-Finances flow -3-Finances flow -

‫التوريد‬ ‫سلسلة‬ ‫إدارة‬‫التوريد‬ ‫سلسلة‬ ‫إدارة‬SCMSCM((((
‫والمعلومات‬ ‫المواد‬ ‫تدفق‬ ‫التوريد‬ ‫سلسلة‬ ‫إدارة‬ ‫على‬ ‫ينطوي‬‫والمعلومات‬ ‫المواد‬ ‫تدفق‬ ‫التوريد‬ ‫سلسلة‬ ‫إدارة‬ ‫على‬ ‫ينطوي‬
‫من‬ ‫المستوى‬ ‫عملية‬ ‫في‬ ‫تتحرك‬ ‫لنها‬ ‫المالية‬ ‫والموارد‬‫من‬ ‫المستوى‬ ‫عملية‬ ‫في‬ ‫تتحرك‬ ‫لنها‬ ‫المالية‬ ‫والموارد‬
‫لمتاجر‬ ،‫الجملة‬ ‫تاجر‬ ‫إلى‬ ،‫المصنعة‬ ‫الشركة‬ ‫إلى‬ ،‫المورد‬‫لمتاجر‬ ،‫الجملة‬ ‫تاجر‬ ‫إلى‬ ،‫المصنعة‬ ‫الشركة‬ ‫إلى‬ ،‫المورد‬
.‫المستهلك‬ ‫إلى‬ ‫وأخيرا‬ ،‫التجزئة‬.‫المستهلك‬ ‫إلى‬ ‫وأخيرا‬ ،‫التجزئة‬
‫من‬ ‫جز ء‬ ‫هو‬ ‫اللوجستية‬ ‫الخدمات‬ ‫إدارة‬‫من‬ ‫جز ء‬ ‫هو‬ ‫اللوجستية‬ ‫الخدمات‬ ‫إدارة‬‫التوريد‬ ‫سلسلة‬ ‫إدارة‬‫التوريد‬ ‫سلسلة‬ ‫إدارة‬
‫والتخزين‬ ‫التسليم‬ ‫في‬ ‫ويتحكم‬ ،‫تطبيقات‬ ،‫بكفا ءة‬ ‫خطط‬ ‫أن‬‫والتخزين‬ ‫التسليم‬ ‫في‬ ‫ويتحكم‬ ،‫تطبيقات‬ ،‫بكفا ءة‬ ‫خطط‬ ‫أن‬
.‫والخدمات‬ ‫للسلع‬.‫والخدمات‬ ‫للسلع‬
11--- ‫المنتج‬ ‫تدفق‬- ‫المنتج‬ ‫تدفق‬
22--- ‫المعلومات‬ ‫تدفق‬- ‫المعلومات‬ ‫تدفق‬
33--- ‫التدفق‬ ‫تمويل‬ ‫في‬- ‫التدفق‬ ‫تمويل‬ ‫في‬

There are three levels of decisions associatedThere are three levels of decisions associated
with SCM:with SCM:
1-Strategic - Long-term decisions related to1-Strategic - Long-term decisions related to
location, production, inventory, andlocation, production, inventory, and
transportation.transportation.
2-Tactical - Medium-term decisions such as2-Tactical - Medium-term decisions such as
weekly demand forecasts, distribution andweekly demand forecasts, distribution and
transportation planning, production planning, andtransportation planning, production planning, and
materials requirement planning.materials requirement planning.
3-Operational - Day-to-Day decisions as part of3-Operational - Day-to-Day decisions as part of
normal managerial duties.normal managerial duties.

‫مع‬ ‫المرتبطة‬ ‫القرارات‬ ‫من‬ ‫مستويات‬ ‫ثلثة‬ ‫هناك‬‫مع‬ ‫المرتبطة‬ ‫القرارات‬ ‫من‬ ‫مستويات‬ ‫ثلثة‬ ‫هناك‬‫سلسلة‬ ‫إدارة‬‫سلسلة‬ ‫إدارة‬
‫التوريد‬‫التوريد‬::
11‫والنتاج‬ ‫بمكان‬ ‫المتعلقة‬ ‫الجل‬ ‫طويلة‬ ‫قرارات‬ - ‫-الستراتيجي‬‫والنتاج‬ ‫بمكان‬ ‫المتعلقة‬ ‫الجل‬ ‫طويلة‬ ‫قرارات‬ - ‫-الستراتيجي‬
.‫والنقل‬ ،‫والمخزون‬.‫والنقل‬ ،‫والمخزون‬
22‫السبوعية‬ ‫التوقعات‬ ‫مثل‬ ‫الجل‬ ‫متوسطة‬ ‫قرارات‬ - ‫-التكتيكي‬‫السبوعية‬ ‫التوقعات‬ ‫مثل‬ ‫الجل‬ ‫متوسطة‬ ‫قرارات‬ - ‫-التكتيكي‬
‫التخطيط‬ ‫والمواد‬ ،‫النتاج‬ ‫وتخطيط‬ ،‫النقل‬ ‫وتخطيط‬ ‫والتوزيع‬ ‫الطلب‬‫التخطيط‬ ‫والمواد‬ ،‫النتاج‬ ‫وتخطيط‬ ،‫النقل‬ ‫وتخطيط‬ ‫والتوزيع‬ ‫الطلب‬
.‫شرط‬.‫شرط‬
33‫الدارية‬ ‫الواجبات‬ ‫من‬ ‫كجز ء‬ ‫يوم‬ ‫إلى‬ ‫يوم‬ ‫قرارات‬ - ‫-التنفيذية‬‫الدارية‬ ‫الواجبات‬ ‫من‬ ‫كجز ء‬ ‫يوم‬ ‫إلى‬ ‫يوم‬ ‫قرارات‬ - ‫-التنفيذية‬
‫العادية‬‫العادية‬..

12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 27u
The following five steps are typical purchaseThe following five steps are typical purchase
procedures:procedures:
1-Specify the amount needed.1-Specify the amount needed.
2-Determine the supplier based on pricing2-Determine the supplier based on pricing
comparisons.comparisons.
3-Negotiate the price as well as payment terms,3-Negotiate the price as well as payment terms,
warranty, and timed cost reductions. Dealing withwarranty, and timed cost reductions. Dealing with
supplies or commodities depends on theirsupplies or commodities depends on their
availability, price and quality.availability, price and quality.
4-Purchase the supplies.4-Purchase the supplies.
5-Delivery and inspection of the supplies5-Delivery and inspection of the supplies

:‫النموذجية‬ ‫شرا ء‬ ‫إجرا ءات‬ ‫هي‬ ‫التالية‬ ‫الخمس‬ ‫الخطوات‬:‫النموذجية‬ ‫شرا ء‬ ‫إجرا ءات‬ ‫هي‬ ‫التالية‬ ‫الخمس‬ ‫الخطوات‬
11.‫المطلوب‬ ‫المبلغ‬ ‫-تحديد‬.‫المطلوب‬ ‫المبلغ‬ ‫-تحديد‬
22.‫التسعير‬ ‫المقارنات‬ ‫إلى‬ ‫استنادا‬ ‫المورد‬ ‫تحديد‬.‫التسعير‬ ‫المقارنات‬ ‫إلى‬ ‫استنادا‬ ‫المورد‬ ‫تحديد‬
33‫التكاليف‬ ‫وخفض‬ ،‫والضمان‬ ،‫الدفع‬ ‫شروط‬ ‫وكذلك‬ ‫السعر‬ ‫على‬ ‫التفاوض‬‫التكاليف‬ ‫وخفض‬ ،‫والضمان‬ ،‫الدفع‬ ‫شروط‬ ‫وكذلك‬ ‫السعر‬ ‫على‬ ‫التفاوض‬
‫والسعر‬ ‫توافرها‬ ‫مدى‬ ‫على‬ ‫يعتمد‬ ‫السلع‬ ‫أو‬ ‫المواد‬ ‫مع‬ ‫التعامل‬ .‫توقيت‬‫والسعر‬ ‫توافرها‬ ‫مدى‬ ‫على‬ ‫يعتمد‬ ‫السلع‬ ‫أو‬ ‫المواد‬ ‫مع‬ ‫التعامل‬ .‫توقيت‬
.‫والجودة‬.‫والجودة‬
44.‫اللوازم‬ ‫شرا ء‬.‫اللوازم‬ ‫شرا ء‬
55‫المدادات‬ ‫على‬ ‫والتفتيش‬ ‫التسليم‬‫المدادات‬ ‫على‬ ‫والتفتيش‬ ‫التسليم‬

Manufacturing Resource Planning (MRP) as partManufacturing Resource Planning (MRP) as part
of SCM can help plan and determine the supplyof SCM can help plan and determine the supply
needs and timelines for new manufacturingneeds and timelines for new manufacturing
processes in order to predict product deliveryprocesses in order to predict product delivery
schedules, and respond to changes in the marketschedules, and respond to changes in the market
or product.or product.
The three major objectives of MRP are:The three major objectives of MRP are:
1-Ensure materials and products are available for1-Ensure materials and products are available for
production and delivery to customers.production and delivery to customers.
2-Maintain the lowest possible level of inventory.2-Maintain the lowest possible level of inventory.
3-Plan manufacturing activities, delivery schedules,3-Plan manufacturing activities, delivery schedules,
and purchasing activities.and purchasing activities.

) ‫التصنيع‬ ‫موارد‬ ‫تخطيط‬) ‫التصنيع‬ ‫موارد‬ ‫تخطيط‬MRPMRP‫من‬ ‫كجز ء‬ (‫من‬ ‫كجز ء‬ (‫المورد‬ ‫سلسلة‬ ‫إدارة‬‫المورد‬ ‫سلسلة‬ ‫إدارة‬
‫الزمنية‬ ‫والجداول‬ ‫العرض‬ ‫احتياجات‬ ‫وتحديد‬ ‫الخطة‬ ‫تساعد‬ ‫أن‬ ‫يمكن‬‫الزمنية‬ ‫والجداول‬ ‫العرض‬ ‫احتياجات‬ ‫وتحديد‬ ‫الخطة‬ ‫تساعد‬ ‫أن‬ ‫يمكن‬
،‫المنتج‬ ‫التسليم‬ ‫بمواعيد‬ ‫التنبؤ‬ ‫أجل‬ ‫من‬ ‫جديدة‬ ‫تصنيع‬ ‫لعمليات‬،‫المنتج‬ ‫التسليم‬ ‫بمواعيد‬ ‫التنبؤ‬ ‫أجل‬ ‫من‬ ‫جديدة‬ ‫تصنيع‬ ‫لعمليات‬
.‫المنتج‬ ‫أو‬ ‫السوق‬ ‫في‬ ‫للتغيرات‬ ‫والستجابة‬.‫المنتج‬ ‫أو‬ ‫السوق‬ ‫في‬ ‫للتغيرات‬ ‫والستجابة‬
‫من‬ ‫الثلثة‬ ‫الرئيسية‬ ‫الهداف‬‫من‬ ‫الثلثة‬ ‫الرئيسية‬ ‫الهداف‬MRPMRP:‫هي‬:‫هي‬
11‫والتسليم‬ ‫النتاج‬ ‫أجل‬ ‫من‬ ‫المتاحة‬ ‫والمنتجات‬ ‫المواد‬ ‫من‬ ‫-التأكد‬‫والتسليم‬ ‫النتاج‬ ‫أجل‬ ‫من‬ ‫المتاحة‬ ‫والمنتجات‬ ‫المواد‬ ‫من‬ ‫-التأكد‬
.‫للعمل ء‬.‫للعمل ء‬
22--.‫المخزون‬ ‫من‬ ‫ممكن‬ ‫مستوى‬ ‫أدنى‬ ‫على‬ ‫المحافظة‬.‫المخزون‬ ‫من‬ ‫ممكن‬ ‫مستوى‬ ‫أدنى‬ ‫على‬ ‫المحافظة‬
33--.‫الشرائية‬ ‫والنشطة‬ ،‫التسليم‬ ‫ومواعيد‬ ،‫التصنيع‬ ‫خطة‬ ‫النشطة‬.‫الشرائية‬ ‫والنشطة‬ ،‫التسليم‬ ‫ومواعيد‬ ،‫التصنيع‬ ‫خطة‬ ‫النشطة‬

The five basic Supply Chain Management stepsThe five basic Supply Chain Management steps
are:are:
1-Plan – Strategic planning1-Plan – Strategic planning
2-Source – Choose the suppliers2-Source – Choose the suppliers
3-Make – Manufacture your product.3-Make – Manufacture your product.
4-Deliver – Also known as logistics.4-Deliver – Also known as logistics.
· FOB (Free On Board) Factory Pricing where· FOB (Free On Board) Factory Pricing where
the buyer bears the shipping cost.the buyer bears the shipping cost.
· Freight Absorption Pricing in which paying· Freight Absorption Pricing in which paying
some of the transportation costs are in line withsome of the transportation costs are in line with
competitors.competitors.
· Uniformed Delivery Pricing in which a· Uniformed Delivery Pricing in which a
standard price is set no matter the location.standard price is set no matter the location.
· Zone Pricing in which you charge different· Zone Pricing in which you charge different
prices for different geographical locations.prices for different geographical locations.
5-Return – Also known as RMA or Return5-Return – Also known as RMA or Return
Merchandise Authorization.Merchandise Authorization.

‫خطوات‬‫خطوات‬‫إ‬‫إ‬:‫هي‬ ‫الخمسة‬ ‫الساسية‬ ‫سلسلة‬ ‫إدارة‬ ‫مدادات‬:‫هي‬ ‫الخمسة‬ ‫الساسية‬ ‫سلسلة‬ ‫إدارة‬ ‫مدادات‬
11--‫الخطة‬‫الخطة‬‫الستراتيجي‬ ‫التخطيط‬ -‫الستراتيجي‬ ‫التخطيط‬ -
22‫الموردين‬ ‫اختر‬ - ‫-المصدر‬‫الموردين‬ ‫اختر‬ - ‫-المصدر‬
33.‫بك‬ ‫الخاص‬ ‫المنتج‬ ‫تصنيع‬ - ‫الصنع‬.‫بك‬ ‫الخاص‬ ‫المنتج‬ ‫تصنيع‬ - ‫الصنع‬
44‫اللوجستية‬ ‫الخدمات‬ ‫باسم‬ ‫أيضا‬ ‫المعروف‬ - ‫تسليم‬‫اللوجستية‬ ‫الخدمات‬ ‫باسم‬ ‫أيضا‬ ‫المعروف‬ - ‫تسليم‬..
··‫)ال‬ ‫فوب‬‫)ال‬ ‫فوب‬‫الحر‬ ‫تسعير‬‫الحر‬ ‫تسعير‬‫تكاليف‬ ‫المشتري‬ ‫يتحمل‬ ‫حيث‬ ‫مصنع‬ ‫التسعير‬ (‫تكاليف‬ ‫المشتري‬ ‫يتحمل‬ ‫حيث‬ ‫مصنع‬ ‫التسعير‬ (
.‫الشحن‬.‫الشحن‬
··‫مع‬ ‫تتماشى‬ ‫النقل‬ ‫تكاليف‬ ‫من‬ ‫بعض‬ ‫دفع‬ ‫الذي‬ ‫التسعير‬ ‫المتصاص‬ ‫الشحن‬‫مع‬ ‫تتماشى‬ ‫النقل‬ ‫تكاليف‬ ‫من‬ ‫بعض‬ ‫دفع‬ ‫الذي‬ ‫التسعير‬ ‫المتصاص‬ ‫الشحن‬
.‫المنافسين‬.‫المنافسين‬
- ‫التسليمي‬ ‫التسعير‬ ·- ‫التسليمي‬ ‫التسعير‬ ·‫قياسي‬ ‫سعر‬ ‫تحديد‬ ‫فيها‬ ‫يتم‬ ‫التي‬ ‫التسليم‬ ‫بالتسعير‬‫قياسي‬ ‫سعر‬ ‫تحديد‬ ‫فيها‬ ‫يتم‬ ‫التي‬ ‫التسليم‬ ‫بالتسعير‬
.‫الموقع‬ ‫عن‬ ‫النظر‬ ‫بغض‬.‫الموقع‬ ‫عن‬ ‫النظر‬ ‫بغض‬
-‫المنطقة‬ ‫تسعير‬ ·-‫المنطقة‬ ‫تسعير‬ ·.‫مختلفة‬ ‫جغرافية‬ ‫لمواقع‬ ‫مختلفة‬ ‫أسعار‬ ‫بشحن‬ ‫تقوم‬ ‫التي‬.‫مختلفة‬ ‫جغرافية‬ ‫لمواقع‬ ‫مختلفة‬ ‫أسعار‬ ‫بشحن‬ ‫تقوم‬ ‫التي‬
55‫باسم‬ ‫أيضا‬ ‫المعروف‬ - ‫العودة‬‫باسم‬ ‫أيضا‬ ‫المعروف‬ - ‫العودة‬RMARMA‫ب‬ ‫العودة‬ ‫أو‬‫ب‬ ‫العودة‬ ‫أو‬‫الب‬‫الب‬‫ال‬ ‫ضائع‬‫ال‬ ‫ضائع‬‫م‬‫م‬‫رخص‬‫رخص‬‫ة‬‫ة‬
‫للبيع‬‫للبيع‬..

Inventory ManagementInventory Management
Inventory Management keeps track of goods and materialsInventory Management keeps track of goods and materials
held available in stock. It allows the management of sales,held available in stock. It allows the management of sales,
purchases and payments.purchases and payments.
Here are five common inventory phrases:Here are five common inventory phrases:
1-SKU – Stock-Keeping Unit (pronounced Skew) is a unique1-SKU – Stock-Keeping Unit (pronounced Skew) is a unique
combination of all the components that are assembled intocombination of all the components that are assembled into
the purchasable item.the purchasable item.
2-BOM - Bill of Materials (pronounced bomb) is the term2-BOM - Bill of Materials (pronounced bomb) is the term
used to describe the raw materials, parts, sub-components,used to describe the raw materials, parts, sub-components,
and components needed to manufacture a finishedand components needed to manufacture a finished
product. A BOM can define:product. A BOM can define:
· Products as they are designed, which is· Products as they are designed, which is
anan engineeringengineering BOM.BOM.
· As they are ordered, which is a· As they are ordered, which is a salessales BOM.BOM.
· As they are built, which is a· As they are built, which is a manufacturingmanufacturing BOM.BOM.
· As they are maintained, which is a· As they are maintained, which is a serviceservice BOM.BOM.

‫المخزون‬ ‫إدارة‬‫المخزون‬ ‫إدارة‬
‫لدارة‬ ‫يسمح‬ ‫فإنه‬ .‫المالية‬ ‫الوراق‬ ‫في‬ ‫المتاحة‬ ‫المواد‬ ‫وعقدت‬ ‫السلع‬ ‫بتتبع‬ ‫المخزون‬ ‫إدارة‬‫لدارة‬ ‫يسمح‬ ‫فإنه‬ .‫المالية‬ ‫الوراق‬ ‫في‬ ‫المتاحة‬ ‫المواد‬ ‫وعقدت‬ ‫السلع‬ ‫بتتبع‬ ‫المخزون‬ ‫إدارة‬
.‫والمدفوعات‬ ‫والمشتريات‬ ‫المبيعات‬.‫والمدفوعات‬ ‫والمشتريات‬ ‫المبيعات‬
:‫المشترك‬ ‫المخزون‬ ‫عبارات‬ ‫خمس‬ ‫وهنا‬:‫المشترك‬ ‫المخزون‬ ‫عبارات‬ ‫خمس‬ ‫وهنا‬
11--SKUSKU- ‫ال‬ ‫حفظ‬ ‫وحدة‬- ‫ال‬ ‫حفظ‬ ‫وحدة‬‫مخزون‬‫مخزون‬))‫عليها‬ ‫يطلق‬‫عليها‬ ‫يطلق‬SKEWSKEW) ‫كل‬ ‫من‬ ‫فريد‬ ‫مزيج‬ ‫هو‬) ‫كل‬ ‫من‬ ‫فريد‬ ‫مزيج‬ ‫هو‬
‫شراؤها‬ ‫البند‬ ‫هذا‬ ‫في‬ ‫تجميعها‬ ‫تم‬ ‫التي‬ ‫.المكونات‬‫شراؤها‬ ‫البند‬ ‫هذا‬ ‫في‬ ‫تجميعها‬ ‫تم‬ ‫التي‬ ‫.المكونات‬
22--BOMBOM- ‫المواد‬- ‫المواد‬‫الخام‬‫الخام‬))‫عليها‬ ‫يطلق‬‫عليها‬ ‫يطلق‬‫الخام‬ ‫المواد‬ ‫لوصف‬ ‫يستخدم‬ ‫مصطلح‬ ‫هو‬ (‫قنبلة‬‫الخام‬ ‫المواد‬ ‫لوصف‬ ‫يستخدم‬ ‫مصطلح‬ ‫هو‬ (‫قنبلة‬
‫النهائي‬ ‫المنتج‬ ‫لتصنيع‬ ‫اللمزمة‬ ‫والمكونات‬ ،‫الفرعية‬ ‫والمكونات‬ ‫الغيار‬ ‫.وقطع‬‫النهائي‬ ‫المنتج‬ ‫لتصنيع‬ ‫اللمزمة‬ ‫والمكونات‬ ،‫الفرعية‬ ‫والمكونات‬ ‫الغيار‬ ‫.وقطع‬A BOMA BOM
‫تحدد‬ ‫أن‬ ‫:يمكن‬‫تحدد‬ ‫أن‬ ‫:يمكن‬
··‫وهو‬ ،‫مصممة‬ ‫أنها‬ ‫كما‬ ‫المنتجات‬‫وهو‬ ،‫مصممة‬ ‫أنها‬ ‫كما‬ ‫المنتجات‬BOMBOM.‫الهندسة‬.‫الهندسة‬
··‫وهو‬ ،‫يؤمرون‬ ‫كما‬‫وهو‬ ،‫يؤمرون‬ ‫كما‬BOMBOM.‫المبيعات‬.‫المبيعات‬
··‫وهو‬ ،‫بناؤها‬ ‫يتم‬ ‫كما‬‫وهو‬ ،‫بناؤها‬ ‫يتم‬ ‫كما‬BOMBOM.‫التصنيع‬.‫التصنيع‬
··‫وهو‬ ،‫عليها‬ ‫الحفاظ‬ ‫يتم‬ ‫كما‬‫وهو‬ ،‫عليها‬ ‫الحفاظ‬ ‫يتم‬ ‫كما‬BOMBOM.‫الخدمة‬.‫الخدمة‬

4-FIFO – First in First out (pronounced4-FIFO – First in First out (pronounced
Fife-oh) - FIFO is pushing the old items upFife-oh) - FIFO is pushing the old items up
front to make room for new items in thefront to make room for new items in the
back that are of the same kind.back that are of the same kind.
5-LIFO – Last in First out (Pronounced5-LIFO – Last in First out (Pronounced
Life-oh) – LIFO is pushing the old itemsLife-oh) – LIFO is pushing the old items
back to make room for new items in theback to make room for new items in the
front that are of the same kind.front that are of the same kind.

44--FIFOFIFO- ‫أول‬ ‫الوارد‬ -- ‫أول‬ ‫الوارد‬ -FIFOFIFO‫القديمة‬ ‫العناصر‬ ‫يدفع‬‫القديمة‬ ‫العناصر‬ ‫يدفع‬
‫الظهر‬ ‫في‬ ‫جديدة‬ ‫لعناصر‬ ‫المجال‬ ‫لفساح‬ ‫الهجوم‬ ‫خط‬ ‫في‬‫الظهر‬ ‫في‬ ‫جديدة‬ ‫لعناصر‬ ‫المجال‬ ‫لفساح‬ ‫الهجوم‬ ‫خط‬ ‫في‬
‫النوع‬ ‫نفس‬ ‫من‬ ‫هي‬ ‫.التي‬‫النوع‬ ‫نفس‬ ‫من‬ ‫هي‬ ‫.التي‬
55--LIFOLIFO--‫أول‬ ‫الخروج‬ ‫في‬ ‫الوأ جورخلا يف رخآخر‬ -‫أول‬ ‫الخروج‬ ‫في‬ ‫الوأ جورخلا يف رخآخر‬ -LIFOLIFO‫يدفع‬‫يدفع‬
‫جديدة‬ ‫لعناصر‬ ‫المجال‬ ‫لفساح‬ ‫أخرى‬ ‫مرة‬ ‫القديمة‬ ‫العناصر‬‫جديدة‬ ‫لعناصر‬ ‫المجال‬ ‫لفساح‬ ‫أخرى‬ ‫مرة‬ ‫القديمة‬ ‫العناصر‬
‫النوع‬ ‫نفس‬ ‫من‬ ‫هي‬ ‫التي‬ ‫الجبهة‬ ‫في‬‫النوع‬ ‫نفس‬ ‫من‬ ‫هي‬ ‫التي‬ ‫الجبهة‬ ‫في‬..

12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 37%
Disaster Planning and RecoveryDisaster Planning and Recovery
how the company would react to disastershow the company would react to disasters
such as hurricanes, fires, major powersuch as hurricanes, fires, major power
outages, and even terrorism .outages, and even terrorism .
First off the goal should be prevention .First off the goal should be prevention .
If disaster strikes, however, you need toIf disaster strikes, however, you need to
be prepared.be prepared.
Management protocols need to beManagement protocols need to be
determined on how to make sure everyonedetermined on how to make sure everyone
has been accounted for, and for anyhas been accounted for, and for any
additional steps that need to beadditional steps that need to be
taken. There also needs to be first aid kitstaken. There also needs to be first aid kits
and fire extinguishers located throughoutand fire extinguishers located throughout
the premise.the premise.

‫والنعاش‬ ‫الكوارث‬ ‫لمواجهة‬ ‫التخطيط‬‫والنعاش‬ ‫الكوارث‬ ‫لمواجهة‬ ‫التخطيط‬
‫والحرائق‬ ‫العاصير‬ ‫مثل‬ ‫للكوارث‬ ‫الشركة‬ ‫فعل‬ ‫رد‬ ‫سيكون‬ ‫كيف‬‫والحرائق‬ ‫العاصير‬ ‫مثل‬ ‫للكوارث‬ ‫الشركة‬ ‫فعل‬ ‫رد‬ ‫سيكون‬ ‫كيف‬
.‫الرهاب‬ ‫وحتى‬ ،‫الرئيسي‬ ‫الكهربائي‬ ‫التيار‬ ‫وانقطاع‬.‫الرهاب‬ ‫وحتى‬ ،‫الرئيسي‬ ‫الكهربائي‬ ‫التيار‬ ‫وانقطاع‬
.‫الوقاية‬ ‫تكون‬ ‫أن‬ ‫ينبغي‬ ‫الهدف‬ ‫أول‬.‫الوقاية‬ ‫تكون‬ ‫أن‬ ‫ينبغي‬ ‫الهدف‬ ‫أول‬
‫إذا‬‫إذا‬‫وقعت‬‫وقعت‬.‫مستعدا‬ ‫تكون‬ ‫أن‬ ‫عليك‬ ،‫ذلك‬ ‫ومع‬ ،‫الكوارث‬.‫مستعدا‬ ‫تكون‬ ‫أن‬ ‫عليك‬ ،‫ذلك‬ ‫ومع‬ ،‫الكوارث‬
‫تم‬ ‫من‬ ‫التأكد‬ ‫كيفية‬ ‫على‬ ‫يتحدد‬ ‫إدارة‬ ‫بروتوكولت‬ ‫تحتاج‬‫تم‬ ‫من‬ ‫التأكد‬ ‫كيفية‬ ‫على‬ ‫يتحدد‬ ‫إدارة‬ ‫بروتوكولت‬ ‫تحتاج‬‫استعداد‬‫استعداد‬
‫أيضا‬ ‫حاجة‬ ‫وهناك‬ .‫اتخاذها‬ ‫ينبغي‬ ‫التي‬ ‫إضافية‬ ‫خطوات‬ ‫لي‬ ‫الجميع‬‫أيضا‬ ‫حاجة‬ ‫وهناك‬ .‫اتخاذها‬ ‫ينبغي‬ ‫التي‬ ‫إضافية‬ ‫خطوات‬ ‫لي‬ ‫الجميع‬
‫الموجودة‬ ‫الحريق‬ ‫وطفايات‬ ‫الولية‬ ‫للسعافات‬ ‫معدات‬ ‫تكون‬ ‫أن‬ ‫إلى‬‫الموجودة‬ ‫الحريق‬ ‫وطفايات‬ ‫الولية‬ ‫للسعافات‬ ‫معدات‬ ‫تكون‬ ‫أن‬ ‫إلى‬
.‫فرضية‬ ‫أنحاء‬ ‫جميع‬ ‫في‬.‫فرضية‬ ‫أنحاء‬ ‫جميع‬ ‫في‬

Customer Service – Customer Care andCustomer Service – Customer Care and
Technical SupportTechnical Support
Customer Service covers a vast array of supportCustomer Service covers a vast array of support
functions.functions.
Customer Service provides support to customersCustomer Service provides support to customers
before, during, and after the purchase of abefore, during, and after the purchase of a
product or service.product or service.
Even though customer service might fall underEven though customer service might fall under
sales or marketing’s responsibility, it can also besales or marketing’s responsibility, it can also be
considered part of the back office operationsconsidered part of the back office operations
group.group.

‫الفني‬ ‫والدعم‬ ‫العملء‬ ‫خدمة‬ - ‫العملء‬ ‫خدمة‬‫الفني‬ ‫والدعم‬ ‫العملء‬ ‫خدمة‬ - ‫العملء‬ ‫خدمة‬
.‫الدعم‬ ‫وظائف‬ ‫من‬ ‫واسعة‬ ‫مجموعة‬ ‫العملء‬ ‫خدمة‬ ‫تغطي‬.‫الدعم‬ ‫وظائف‬ ‫من‬ ‫واسعة‬ ‫مجموعة‬ ‫العملء‬ ‫خدمة‬ ‫تغطي‬
‫شراء‬ ‫وبعد‬ ‫وأثناء‬ ‫قبل‬ ‫للعملء‬ ‫العملء‬ ‫دعم‬ ‫خدمة‬ ‫توفر‬‫شراء‬ ‫وبعد‬ ‫وأثناء‬ ‫قبل‬ ‫للعملء‬ ‫العملء‬ ‫دعم‬ ‫خدمة‬ ‫توفر‬
.‫الخدمة‬ ‫أو‬ ‫المنتج‬.‫الخدمة‬ ‫أو‬ ‫المنتج‬
‫مسؤولية‬ ‫تحت‬ ‫تقع‬ ‫قد‬ ‫العملء‬ ‫خدمة‬ ‫من‬ ‫الرغم‬ ‫على‬‫مسؤولية‬ ‫تحت‬ ‫تقع‬ ‫قد‬ ‫العملء‬ ‫خدمة‬ ‫من‬ ‫الرغم‬ ‫على‬
‫من‬ ‫جزءا‬ ‫تعتبر‬ ‫أن‬ ‫أيضا‬ ‫ويمكن‬ ،‫التسويق‬ ‫أو‬ ‫المبيعات‬‫من‬ ‫جزءا‬ ‫تعتبر‬ ‫أن‬ ‫أيضا‬ ‫ويمكن‬ ،‫التسويق‬ ‫أو‬ ‫المبيعات‬
.‫الخلفي‬ ‫المكتب‬ ‫عمليات‬ ‫مجموعة‬.‫الخلفي‬ ‫المكتب‬ ‫عمليات‬ ‫مجموعة‬

A customer is an individual or organization thatA customer is an individual or organization that
will benefit from the products and/or services thewill benefit from the products and/or services the
company offers.company offers.
Customers may fall into one of three customerCustomers may fall into one of three customer
groups:groups:
1-1-Existing CustomersExisting Customers who have purchased or usedwho have purchased or used
the company’s products and/or services within athe company’s products and/or services within a
designated period of time.designated period of time.
2-2-Former CustomersFormer Customers who previously purchasedwho previously purchased
from your company, however, they are notfrom your company, however, they are not
considered andconsidered and Existing CustomerExisting Customer anymoreanymore
because they have not purchased within a certainbecause they have not purchased within a certain
timeframe.timeframe.
3-3-Potential CustomersPotential Customers who have yet to purchase,who have yet to purchase,
but have the requirements to eventuallybut have the requirements to eventually
becomebecome Existing CustomersExisting Customers..

AA/ ‫و‬ ‫المنتجات‬ ‫هذه‬ ‫من‬ ‫ستستفيد‬ ‫التي‬ ‫منظمة‬ ‫أو‬ ‫فرد‬ ‫هو‬ ‫العملء‬/ ‫و‬ ‫المنتجات‬ ‫هذه‬ ‫من‬ ‫ستستفيد‬ ‫التي‬ ‫منظمة‬ ‫أو‬ ‫فرد‬ ‫هو‬ ‫العملء‬
‫الشركة‬ ‫تقدمها‬ ‫التي‬ ‫الخدمات‬ ‫.أو‬‫الشركة‬ ‫تقدمها‬ ‫التي‬ ‫الخدمات‬ ‫.أو‬
:‫العملء‬ ‫مجموعات‬ ‫ثلث‬ ‫من‬ ‫واحدة‬ ‫في‬ ‫تندرج‬ ‫للعملء‬ ‫ويمكن‬:‫العملء‬ ‫مجموعات‬ ‫ثلث‬ ‫من‬ ‫واحدة‬ ‫في‬ ‫تندرج‬ ‫للعملء‬ ‫ويمكن‬
11--‫ال‬‫ال‬‫أو‬ / ‫و‬ ‫الشركة‬ ‫منتجات‬ ‫استخدام‬ ‫أو‬ ‫بشراء‬ ‫قاموا‬ ‫الذين‬ ‫عملء‬‫أو‬ / ‫و‬ ‫الشركة‬ ‫منتجات‬ ‫استخدام‬ ‫أو‬ ‫بشراء‬ ‫قاموا‬ ‫الذين‬ ‫عملء‬
.‫الزمن‬ ‫من‬ ‫محددة‬ ‫فترة‬ ‫ضمن‬ ‫الخدمات‬.‫الزمن‬ ‫من‬ ‫محددة‬ ‫فترة‬ ‫ضمن‬ ‫الخدمات‬
22--‫الزبائن‬‫الزبائن‬‫العابرين‬‫العابرين‬‫شراؤه‬ ‫تم‬ ‫الذين‬‫شراؤه‬ ‫تم‬ ‫الذين‬‫م‬‫م‬‫ومع‬ ،‫الشركة‬ ‫من‬ ‫قبل‬ ‫من‬‫ومع‬ ،‫الشركة‬ ‫من‬ ‫قبل‬ ‫من‬
‫قد‬ ‫تكن‬ ‫لم‬ ‫لنها‬ ‫الن‬ ‫بعد‬ ‫الموجودة‬ ‫والعملء‬ ‫تعتبر‬ ‫ل‬ ‫فإنها‬ ،‫ذلك‬‫قد‬ ‫تكن‬ ‫لم‬ ‫لنها‬ ‫الن‬ ‫بعد‬ ‫الموجودة‬ ‫والعملء‬ ‫تعتبر‬ ‫ل‬ ‫فإنها‬ ،‫ذلك‬
.‫معين‬ ‫مزمني‬ ‫إطار‬ ‫في‬ ‫اشتريت‬.‫معين‬ ‫مزمني‬ ‫إطار‬ ‫في‬ ‫اشتريت‬
33--‫الن‬ ‫حتى‬ ‫لديهم‬ ‫الذين‬ ‫المحتملين‬ ‫الزبائن‬‫الن‬ ‫حتى‬ ‫لديهم‬ ‫الذين‬ ‫المحتملين‬ ‫الزبائن‬‫نية‬‫نية‬‫ل‬‫ل‬‫ولكن‬ ،‫لشراء‬‫ولكن‬ ،‫لشراء‬
.‫الحاليين‬ ‫العملء‬ ‫المطاف‬ ‫نهاية‬ ‫في‬ ‫لتصبح‬ ‫متطلبات‬ ‫لديها‬.‫الحاليين‬ ‫العملء‬ ‫المطاف‬ ‫نهاية‬ ‫في‬ ‫لتصبح‬ ‫متطلبات‬ ‫لديها‬

the goals of service excellence are the same:the goals of service excellence are the same:
1-1-Customer friendly attitude.Customer friendly attitude.
2-2-Technically proficientTechnically proficient
3-3-Understands the expectations, values and goalsUnderstands the expectations, values and goals
for the self and company.for the self and company.
Customer satisfaction surveys should be given toCustomer satisfaction surveys should be given to
measure the success of the customer servicemeasure the success of the customer service
department.department.
Customers are used to outstanding, low cost,Customers are used to outstanding, low cost,
quality based products and services.quality based products and services.

: ‫هي‬ ‫المتميزة‬ ‫الخدمة‬ ‫أهداف‬: ‫هي‬ ‫المتميزة‬ ‫الخدمة‬ ‫أهداف‬
11--‫موقف‬ ‫ودية‬‫موقف‬ ‫ودية‬. ‫العملء‬. ‫العملء‬
22--‫ال‬‫ال‬‫الفنية‬ ‫الناحية‬ ‫من‬ ‫خبرة‬‫الفنية‬ ‫الناحية‬ ‫من‬ ‫خبرة‬
33‫والهداف‬ ‫والقيم‬ ‫التوقعات‬ ‫يفهم‬‫والهداف‬ ‫والقيم‬ ‫التوقعات‬ ‫يفهم‬‫ل‬‫ل‬.‫والشركة‬ ‫لذات‬.‫والشركة‬ ‫لذات‬
‫إ‬ ‫وينبغي‬‫إ‬ ‫وينبغي‬‫جراء‬‫جراء‬‫خدمة‬ ‫قسم‬ ‫نجاح‬ ‫مدى‬ ‫لقياس‬ ‫العملء‬ ‫رضا‬ ‫مسوحات‬‫خدمة‬ ‫قسم‬ ‫نجاح‬ ‫مدى‬ ‫لقياس‬ ‫العملء‬ ‫رضا‬ ‫مسوحات‬
.‫العملء‬.‫العملء‬
‫عملء‬ ‫وتستخدم‬‫عملء‬ ‫وتستخدم‬‫منخفضة‬ ‫جودة‬ ‫على‬ ‫القائمة‬ ‫والمنتجات‬ ‫التكلفة‬‫منخفضة‬ ‫جودة‬ ‫على‬ ‫القائمة‬ ‫والمنتجات‬ ‫التكلفة‬
.‫والخدمات‬ ‫المتميز‬.‫والخدمات‬ ‫المتميز‬

When customers have to deal withWhen customers have to deal with
customer service, they want, in this order:customer service, they want, in this order:
1-Knowledgeable employees who can1-Knowledgeable employees who can
identify the customers’ true needs.identify the customers’ true needs.
2-First call resolution (no repeat issues).2-First call resolution (no repeat issues).
3-To be treated with respect and that they3-To be treated with respect and that they
are truly valued.are truly valued.
4-An employee who is truly trying to meet4-An employee who is truly trying to meet
their needs.their needs.
5-To be taken care of as quickly as possible.5-To be taken care of as quickly as possible.
*Even when excellent customer service is*Even when excellent customer service is
provided, there will still always be anprovided, there will still always be an
upset customer.upset customer.

12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 46
‫عندما‬‫عندما‬‫العمل ء‬ ‫يتعامل‬‫العمل ء‬ ‫يتعامل‬‫يريدون‬ ‫العمل ء‬ ‫خدمة‬ ‫مع‬‫يريدون‬ ‫العمل ء‬ ‫خدمة‬ ‫مع‬‫من‬‫من‬‫النظام‬ ‫هذا‬‫النظام‬ ‫هذا‬
‫اليتي‬‫اليتي‬::
11--‫موظفون‬‫موظفون‬‫مطلع‬‫مطلع‬‫ون‬‫ون‬‫العمل ء‬ ‫احتياجات‬ ‫يتحديد‬ ‫يستطيعون‬ ‫الذين‬‫العمل ء‬ ‫احتياجات‬ ‫يتحديد‬ ‫يستطيعون‬ ‫الذين‬
.‫الحقيقية‬.‫الحقيقية‬
22--‫مكالمة‬ ‫أول‬ ‫من‬ ‫الجواب‬‫مكالمة‬ ‫أول‬ ‫من‬ ‫الجواب‬‫)أي‬‫)أي‬‫عدم‬‫عدم‬.(‫يتكرار‬.(‫يتكرار‬
33.‫حقا‬ ‫قيمة‬ ‫ذات‬ ‫يتعتبر‬ ‫وأنها‬ ،‫باحترام‬ ‫يعامل‬ ‫أن‬.‫حقا‬ ‫قيمة‬ ‫ذات‬ ‫يتعتبر‬ ‫وأنها‬ ،‫باحترام‬ ‫يعامل‬ ‫أن‬
44.‫احتياجايتهم‬ ‫يتلبية‬ ‫حقا‬ ‫يحاول‬ ‫الذي‬ ‫الموظف‬.‫احتياجايتهم‬ ‫يتلبية‬ ‫حقا‬ ‫يحاول‬ ‫الذي‬ ‫الموظف‬
55‫إلى‬‫إلى‬‫الهتمام‬ ‫يعطي‬ ‫الذي‬ ‫الموظف‬‫الهتمام‬ ‫يعطي‬ ‫الذي‬ ‫الموظف‬‫ويلبي‬‫ويلبي‬.‫ممكن‬ ‫وقت‬ ‫بأسرع‬.‫ممكن‬ ‫وقت‬ ‫بأسرع‬
**‫ل‬ ‫يكون‬ ‫وسوف‬ ،‫للعمل ء‬ ‫ممتازة‬ ‫خدمة‬ ‫يتقديم‬ ‫يتم‬ ‫عندما‬ ‫وحتى‬‫ل‬ ‫يكون‬ ‫وسوف‬ ،‫للعمل ء‬ ‫ممتازة‬ ‫خدمة‬ ‫يتقديم‬ ‫يتم‬ ‫عندما‬ ‫وحتى‬
‫عميل‬ ‫دائما‬ ‫هناك‬ ‫يزال‬‫عميل‬ ‫دائما‬ ‫هناك‬ ‫يزال‬‫متضايق‬‫متضايق‬..

12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 47Å
the next 5 steps are very useful when dealingthe next 5 steps are very useful when dealing
with an upset customer:with an upset customer:
1-First, just listen.1-First, just listen.
2-Be sympathetic and empathetic.2-Be sympathetic and empathetic.
3-Let them know that you want to fix the problem3-Let them know that you want to fix the problem
and make them happy.and make them happy.
4-Document everything.4-Document everything.
5-Follow up with the customer.5-Follow up with the customer.
*A representative should not say, “I don’t know,”*A representative should not say, “I don’t know,”
but should say, “I’ll find out.”but should say, “I’ll find out.”
*It is an art to turn an angry customer into a loyal*It is an art to turn an angry customer into a loyal
patron. It is the art of service recovery.patron. It is the art of service recovery.

‫ال‬ ‫الخطوات‬‫ال‬ ‫الخطوات‬55‫العمل ء‬ ‫مع‬ ‫التعامل‬ ‫عند‬ ‫جدا‬ ‫مفيدة‬ ‫هي‬ ‫المقبلة‬‫العمل ء‬ ‫مع‬ ‫التعامل‬ ‫عند‬ ‫جدا‬ ‫مفيدة‬ ‫هي‬ ‫المقبلة‬
‫المتضايقين‬‫المتضايقين‬::
11‫أول‬‫أول‬.‫الستماع‬ ‫مجرد‬.‫الستماع‬ ‫مجرد‬
22‫متعاطفا‬ ‫كن‬‫متعاطفا‬ ‫كن‬‫مع‬‫مع‬.‫أحاسيسهم‬.‫أحاسيسهم‬
33‫و‬ ‫المشكلة‬ ‫هذه‬ ‫عل ج‬ ‫يتريد‬ ‫كنت‬ ‫أن‬ ‫فليعلموا‬‫و‬ ‫المشكلة‬ ‫هذه‬ ‫عل ج‬ ‫يتريد‬ ‫كنت‬ ‫أن‬ ‫فليعلموا‬‫يت‬‫يت‬.‫سعدا ء‬ ‫جعلهم‬.‫سعدا ء‬ ‫جعلهم‬
44‫يتدوين‬‫يتدوين‬.‫شي ء‬ ‫كل‬.‫شي ء‬ ‫كل‬
55.‫العميل‬ ‫مع‬ ‫متابعة‬.‫العميل‬ ‫مع‬ ‫متابعة‬
**‫يكون‬ ‫أن‬ ‫وينبغي‬‫يكون‬ ‫أن‬ ‫وينبغي‬‫الخدمة‬ ‫موظف‬‫الخدمة‬ ‫موظف‬‫ولكن‬ ،‫أعرف‬ ‫ل‬ ‫أنا‬ ،‫يقول‬ ‫ل‬‫ولكن‬ ،‫أعرف‬ ‫ل‬ ‫أنا‬ ،‫يقول‬ ‫ل‬
‫أن‬ ‫ينبغي‬‫أن‬ ‫ينبغي‬‫ي‬‫ي‬،‫قول‬،‫قول‬‫أنا‬‫أنا‬‫اود‬‫اود‬.‫ذلك‬ ‫معرفة‬.‫ذلك‬ ‫معرفة‬
**‫هو‬ ‫هذا‬ .‫المخلصين‬ ‫راعي‬ ‫إلى‬ ‫الغاضبين‬ ‫العمل ء‬ ‫لتحويل‬ ‫فن‬ ‫وهو‬‫هو‬ ‫هذا‬ .‫المخلصين‬ ‫راعي‬ ‫إلى‬ ‫الغاضبين‬ ‫العمل ء‬ ‫لتحويل‬ ‫فن‬ ‫وهو‬
‫النتعاش‬ ‫من‬ ‫فن‬‫النتعاش‬ ‫من‬ ‫فن‬‫في‬‫في‬.‫الخدمة‬.‫الخدمة‬

Proven phone techniques- (Interactive Voice Response)Proven phone techniques- (Interactive Voice Response)
IVR-IVR-
These basic soft skills should be used during everyThese basic soft skills should be used during every
customer interaction:customer interaction:
1-DO speak clearly and slowly; also lower your voice if you1-DO speak clearly and slowly; also lower your voice if you
normally speak loud.normally speak loud.
2-DO use the customer’s name.2-DO use the customer’s name.
3-DO listen clearly and limit distractions. Concentrate on the3-DO listen clearly and limit distractions. Concentrate on the
customer, not any non-job related activities.customer, not any non-job related activities.
4-DO always ask permission when placing a customer on4-DO always ask permission when placing a customer on
hold. Two examples are: Would you mind holding while Ihold. Two examples are: Would you mind holding while I
get your information? and Can you hold briefly while Iget your information? and Can you hold briefly while I
see if (persons name) is available?”....see if (persons name) is available?”....
5-DO always thank the customer for holding. Keep in touch5-DO always thank the customer for holding. Keep in touch
with the customer during long holds, even if it is just to saywith the customer during long holds, even if it is just to say
you are still working on the issue.you are still working on the issue.
6-DO keep all conversations professional and not personal,6-DO keep all conversations professional and not personal,
unless the customer initiated the personal conversation.unless the customer initiated the personal conversation.
7-DON'T talk with anything in your mouth.7-DON'T talk with anything in your mouth.

(‫التفاعلي‬ ‫الصويتي‬ ‫)الرد‬ ‫ثبت‬ ‫الهايتف‬ ‫يتقنيات‬(‫التفاعلي‬ ‫الصويتي‬ ‫)الرد‬ ‫ثبت‬ ‫الهايتف‬ ‫يتقنيات‬IVRIVR--
:‫العمل ء‬ ‫مع‬ ‫التفاعل‬ ‫كل‬ ‫خلل‬ ‫يتستخدم‬ ‫أن‬ ‫ينبغي‬ ‫الساسية‬ ‫المهارات‬ ‫هذه‬:‫العمل ء‬ ‫مع‬ ‫التفاعل‬ ‫كل‬ ‫خلل‬ ‫يتستخدم‬ ‫أن‬ ‫ينبغي‬ ‫الساسية‬ ‫المهارات‬ ‫هذه‬
11--DODO‫عادة‬ ‫عال‬ ‫بصوت‬ ‫أيتكلم‬ ‫كنت‬ ‫إذا‬ ‫صويتك‬ ‫يتخفض‬ ‫كما‬ ،‫وببط ء‬ ‫بوضوح‬ ‫.التحدث‬‫عادة‬ ‫عال‬ ‫بصوت‬ ‫أيتكلم‬ ‫كنت‬ ‫إذا‬ ‫صويتك‬ ‫يتخفض‬ ‫كما‬ ،‫وببط ء‬ ‫بوضوح‬ ‫.التحدث‬
22--DODO‫العميل‬ ‫اسم‬ ‫.استخدام‬‫العميل‬ ‫اسم‬ ‫.استخدام‬
33‫ذات‬ ‫النشطة‬ ‫أي‬ ‫وليس‬ ،‫العمل ء‬ ‫على‬ ‫التركيز‬ .‫النحرافات‬ ‫من‬ ‫ويتحد‬ ‫بوضوح‬ ‫يستمع‬ ‫ل‬‫ذات‬ ‫النشطة‬ ‫أي‬ ‫وليس‬ ،‫العمل ء‬ ‫على‬ ‫التركيز‬ .‫النحرافات‬ ‫من‬ ‫ويتحد‬ ‫بوضوح‬ ‫يستمع‬ ‫ل‬
.‫مهمة‬ ‫غير‬ ‫الصلة‬.‫مهمة‬ ‫غير‬ ‫الصلة‬
44--DODO‫النتظار‬ ‫على‬ ‫العميل‬ ‫وضع‬ ‫عند‬ ‫استأذن‬ ‫دائما‬‫النتظار‬ ‫على‬ ‫العميل‬ ‫وضع‬ ‫عند‬ ‫استأذن‬ ‫دائما‬..‫في‬ ‫يتمانع‬ ‫هل‬ :‫هما‬ ‫مثالن‬ ‫وهناك‬‫في‬ ‫يتمانع‬ ‫هل‬ :‫هما‬ ‫مثالن‬ ‫وهناك‬
‫وجيزة‬ ‫لفترة‬ ‫الستمرار‬ ‫يمكنك‬ ‫و‬ ‫بك؟‬ ‫الخاصة‬ ‫المعلومات‬ ‫على‬ ‫الحصول‬ ‫كنت‬ ‫بينما‬ ‫عقد‬‫وجيزة‬ ‫لفترة‬ ‫الستمرار‬ ‫يمكنك‬ ‫و‬ ‫بك؟‬ ‫الخاصة‬ ‫المعلومات‬ ‫على‬ ‫الحصول‬ ‫كنت‬ ‫بينما‬ ‫عقد‬
‫المتاحة؟‬ (‫شخص‬ ‫)اسم‬ ‫كان‬ ‫إذا‬ ‫أرى‬ ‫حين‬ ‫في‬ ....‫المتاحة؟‬ (‫شخص‬ ‫)اسم‬ ‫كان‬ ‫إذا‬ ‫أرى‬ ‫حين‬ ‫في‬ ....
55--DODO‫حتى‬ ،‫طويلة‬ ‫عنابر‬ ‫خلل‬ ‫العمل ء‬ ‫مع‬ ‫ايتصال‬ ‫على‬ ‫البقا ء‬ .‫لعقد‬ ‫العمل ء‬ ‫أشكر‬ ‫دائما‬‫حتى‬ ،‫طويلة‬ ‫عنابر‬ ‫خلل‬ ‫العمل ء‬ ‫مع‬ ‫ايتصال‬ ‫على‬ ‫البقا ء‬ .‫لعقد‬ ‫العمل ء‬ ‫أشكر‬ ‫دائما‬
‫القضية‬ ‫هذه‬ ‫على‬ ‫يتعمل‬ ‫يتزال‬ ‫ل‬ ‫كنت‬ ‫أقول‬ ‫أن‬ ‫فقط‬ ‫هو‬ ‫كان‬ ‫.لو‬‫القضية‬ ‫هذه‬ ‫على‬ ‫يتعمل‬ ‫يتزال‬ ‫ل‬ ‫كنت‬ ‫أقول‬ ‫أن‬ ‫فقط‬ ‫هو‬ ‫كان‬ ‫.لو‬
66--‫محادثة‬ ‫في‬ ‫العميل‬ ‫يبدأ‬ ‫أن‬ ‫إل‬ ،‫الشخصية‬ ‫وليس‬ ‫المهنية‬ ‫المحادثات‬ ‫جميع‬ ‫يتبقي‬ ‫ل‬‫محادثة‬ ‫في‬ ‫العميل‬ ‫يبدأ‬ ‫أن‬ ‫إل‬ ،‫الشخصية‬ ‫وليس‬ ‫المهنية‬ ‫المحادثات‬ ‫جميع‬ ‫يتبقي‬ ‫ل‬
.‫شخصية‬.‫شخصية‬
77‫يتتلفظ‬ ‫-ل‬‫يتتلفظ‬ ‫-ل‬.‫فمك‬ ‫في‬ ‫شي ء‬ ‫أي‬ ‫مع‬.‫فمك‬ ‫في‬ ‫شي ء‬ ‫أي‬ ‫مع‬

IS and IT – Information Systems andIS and IT – Information Systems and
Information TechnologyInformation Technology
““IS” (Information Systems) is the area thatIS” (Information Systems) is the area that
includes the company's computers, specializedincludes the company's computers, specialized
software programming, and data communicationssoftware programming, and data communications
regarding the company’s networking needs.regarding the company’s networking needs.
Management information systems (MIS), Management information systems (MIS), whichwhich
gives management reporting tools used forgives management reporting tools used for
organizing, evaluating, and efficiently runningorganizing, evaluating, and efficiently running
their departmentstheir departments
decision support systemsdecision support systems (DSS), (DSS), whichwhich helpshelps
managers make difficult decisionsmanagers make difficult decisions and solveand solve
problemsproblems based onbased on compiled data, documents,compiled data, documents,
personal knowledge, or business modelspersonal knowledge, or business models..

ISIS‫المعلومات‬ ‫ويتقنية‬ ‫المعلومات‬ ‫نظم‬ - ‫المعلومات‬ ‫ويتكنولوجيا‬‫المعلومات‬ ‫ويتقنية‬ ‫المعلومات‬ ‫نظم‬ - ‫المعلومات‬ ‫ويتكنولوجيا‬
““ISIS (‫الكمبيويتر‬ ‫أجهزة‬ ‫يتشمل‬ ‫التي‬ ‫المنطقة‬ ‫هي‬ (‫المعلومات‬ ‫نظم‬ (‫الكمبيويتر‬ ‫أجهزة‬ ‫يتشمل‬ ‫التي‬ ‫المنطقة‬ ‫هي‬ (‫المعلومات‬ ‫نظم‬
‫البيانات‬ ‫وايتصالت‬ ،‫المتخصصة‬ ‫والبرمجيات‬ ‫البرمجة‬ ،‫الشركة‬ ‫في‬‫البيانات‬ ‫وايتصالت‬ ،‫المتخصصة‬ ‫والبرمجيات‬ ‫البرمجة‬ ،‫الشركة‬ ‫في‬
‫الشركة‬ ‫في‬ ‫الشبكات‬ ‫احتياجات‬ ‫.بشأن‬‫الشركة‬ ‫في‬ ‫الشبكات‬ ‫احتياجات‬ ‫.بشأن‬
) ‫الدارية‬ ‫المعلومات‬ ‫ونظم‬ ،) ‫الدارية‬ ‫المعلومات‬ ‫ونظم‬ ،MISMIS‫التقارير‬ ‫أدوات‬ ‫يعطي‬ ‫والذي‬ ،(‫التقارير‬ ‫أدوات‬ ‫يعطي‬ ‫والذي‬ ،(
‫أقسامهم‬ ‫يتشغيل‬ ‫وكفا ءة‬ ‫ويتقييم‬ ‫لتنظيم‬ ‫المستخدمة‬ ‫الدارية‬‫أقسامهم‬ ‫يتشغيل‬ ‫وكفا ءة‬ ‫ويتقييم‬ ‫لتنظيم‬ ‫المستخدمة‬ ‫الدارية‬
) ‫القرار‬ ‫دعم‬ ‫نظم‬) ‫القرار‬ ‫دعم‬ ‫نظم‬DSSDSS‫ايتخاذ‬ ‫على‬ ‫المديرين‬ ‫يتساعد‬ ‫والتي‬ ،(‫ايتخاذ‬ ‫على‬ ‫المديرين‬ ‫يتساعد‬ ‫والتي‬ ،(
‫والوثائق‬ ‫جمعتها‬ ‫بيانات‬ ‫إلى‬ ‫استنادا‬ ‫المشاكل‬ ‫وحل‬ ‫صعبة‬ ‫قرارات‬‫والوثائق‬ ‫جمعتها‬ ‫بيانات‬ ‫إلى‬ ‫استنادا‬ ‫المشاكل‬ ‫وحل‬ ‫صعبة‬ ‫قرارات‬
.‫العمال‬ ‫نماذ ج‬ ‫أو‬ ،‫الشخصية‬ ‫والمعرفة‬.‫العمال‬ ‫نماذ ج‬ ‫أو‬ ،‫الشخصية‬ ‫والمعرفة‬

The “IT” department (InformationThe “IT” department (Information
Technology) is also sometimes known asTechnology) is also sometimes known as
“IS.” In most companies, however, when“IS.” In most companies, however, when
talking about “IT,” you are referring to thetalking about “IT,” you are referring to the
responsibility for implementing, installing,responsibility for implementing, installing,
and maintaining the informationand maintaining the information
infrastructure. They will install and/orinfrastructure. They will install and/or
repair the computer hardware such as therepair the computer hardware such as the
PC itself, the monitor, keyboard, or mouse.PC itself, the monitor, keyboard, or mouse.
““IT” or “IS” also deals with networkingIT” or “IS” also deals with networking

HR – Human ResourcesHR – Human Resources
HR, or Human Resources, deals with the humanHR, or Human Resources, deals with the human
needs of employees.needs of employees. It can be related to healthIt can be related to health
care issues, sexual harassment, or employeecare issues, sexual harassment, or employee
disputes.disputes.
Some of the responsibilities of HR are:Some of the responsibilities of HR are:
1-Securing, offering and explaining benefits, like1-Securing, offering and explaining benefits, like
health insurance or 401k’s.health insurance or 401k’s.
2-Managing on-the-job health and safety issues.2-Managing on-the-job health and safety issues.
3-Offering information or advice on special work3-Offering information or advice on special work
programs like reimbursement for continuingprograms like reimbursement for continuing
education.education.
4-Advertising available jobs, screening applicants,4-Advertising available jobs, screening applicants,
settingsetting

Some of the responsibilities of HR are:Some of the responsibilities of HR are:
5-Handling all paperwork related to the hiring or5-Handling all paperwork related to the hiring or
firing of employees.firing of employees.
6-Distributing paychecks and bonuses, although6-Distributing paychecks and bonuses, although
paycheck disbursement may be outsourced topaycheck disbursement may be outsourced to
another company.another company.
7-Helping workers apply for family leave, maternity7-Helping workers apply for family leave, maternity
leaves, sabbaticals or disability payments.leaves, sabbaticals or disability payments.
8-Possibly participating in motivational company8-Possibly participating in motivational company
wide events.wide events.
9-Approving performance reviews and assessing9-Approving performance reviews and assessing
raises or promotions.raises or promotions.
10-Handling complaints about employer10-Handling complaints about employer
abuses, sexual harassment, discrimination orabuses, sexual harassment, discrimination or
hostile work environment charges.hostile work environment charges.

Quick Lesson SummaryQuick Lesson Summary
1- Operations Management can cover a wide list of1- Operations Management can cover a wide list of
responsibilities.responsibilities.
2-Whether your company is product based or2-Whether your company is product based or
service based, or both, the functions ofservice based, or both, the functions of
Operations Management are always the same: (1)Operations Management are always the same: (1)
designing, (2) planning, (3) organizing, (4)designing, (2) planning, (3) organizing, (4)
directing, and (5) controlling.directing, and (5) controlling.
3-Cost-benefit analysis is a tool used to see if an3-Cost-benefit analysis is a tool used to see if an
investment is worth pursuing.investment is worth pursuing.
4-Critical Path Method (CPM) is a tool that helps4-Critical Path Method (CPM) is a tool that helps
plan and coordinate tasks and activities in aplan and coordinate tasks and activities in a
project.project.
5-Supply Chain Management involves the flow of5-Supply Chain Management involves the flow of
materials, information, and financesmaterials, information, and finances

12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 57Å
‫الدرس‬ ‫ملخص‬‫الدرس‬ ‫ملخص‬
11‫عمليات‬ ‫لدارة‬ ‫يمكن‬ -‫عمليات‬ ‫لدارة‬ ‫يمكن‬ -‫أن‬‫أن‬.‫المسؤوليات‬ ‫من‬ ‫واسعة‬ ‫قائمة‬ ‫يتغطي‬.‫المسؤوليات‬ ‫من‬ ‫واسعة‬ ‫قائمة‬ ‫يتغطي‬
22--‫أو‬ ،‫أساس‬ ‫على‬ ‫القائمة‬ ‫الخدمة‬ ‫أو‬ ‫المنتج‬ ‫هو‬ ‫شركتك‬ ‫كانت‬ ‫إذا‬‫أو‬ ،‫أساس‬ ‫على‬ ‫القائمة‬ ‫الخدمة‬ ‫أو‬ ‫المنتج‬ ‫هو‬ ‫شركتك‬ ‫كانت‬ ‫إذا‬
) :‫نفسها‬ ‫دائما‬ ‫هي‬ ‫العمليات‬ ‫إدارة‬ ‫وظائف‬ ،‫سوا ء‬ ‫حد‬ ‫على‬) :‫نفسها‬ ‫دائما‬ ‫هي‬ ‫العمليات‬ ‫إدارة‬ ‫وظائف‬ ،‫سوا ء‬ ‫حد‬ ‫على‬11((
)‫و‬ ‫يتصميم‬)‫و‬ ‫يتصميم‬22) ،‫التخطيط‬ () ،‫التخطيط‬ (33) ،‫يتنظيم‬ () ،‫يتنظيم‬ (44) ‫و‬ ،‫يتوجيه‬ () ‫و‬ ،‫يتوجيه‬ (55. ‫مسيطرة‬ (. ‫مسيطرة‬ (
33--‫كان‬ ‫إذا‬ ‫ما‬ ‫لمعرفة‬ ‫يتستخدم‬ ‫أداة‬ ‫هو‬ ‫والعائد‬ ‫التكلفة‬ ‫يتحليل‬‫كان‬ ‫إذا‬ ‫ما‬ ‫لمعرفة‬ ‫يتستخدم‬ ‫أداة‬ ‫هو‬ ‫والعائد‬ ‫التكلفة‬ ‫يتحليل‬
.‫المتابعة‬ ‫يستحق‬ ‫هو‬ ‫الستثمار‬.‫المتابعة‬ ‫يستحق‬ ‫هو‬ ‫الستثمار‬
44--) ‫الحر ج‬ ‫المسار‬ ‫طريقة‬) ‫الحر ج‬ ‫المسار‬ ‫طريقة‬CPMCPM‫على‬ ‫يتساعد‬ ‫التي‬ ‫الداة‬ ‫هي‬ (‫على‬ ‫يتساعد‬ ‫التي‬ ‫الداة‬ ‫هي‬ (
.‫المشروع‬ ‫في‬ ‫والنشطة‬ ‫المهام‬ ‫ويتنسيق‬ ‫يتخطيط‬.‫المشروع‬ ‫في‬ ‫والنشطة‬ ‫المهام‬ ‫ويتنسيق‬ ‫يتخطيط‬
55--‫ينطوي‬‫ينطوي‬‫والموارد‬ ‫والمعلومات‬ ‫المواد‬ ‫يتدفق‬ ‫التوريد‬ ‫سلسلة‬ ‫إدارة‬‫والموارد‬ ‫والمعلومات‬ ‫المواد‬ ‫يتدفق‬ ‫التوريد‬ ‫سلسلة‬ ‫إدارة‬
‫المالية‬‫المالية‬

Quick Lesson SummaryQuick Lesson Summary
66-Quality Management ensures a product or service-Quality Management ensures a product or service
is effective and efficientis effective and efficient
7-Inventory Management keeps track of goods and7-Inventory Management keeps track of goods and
materials held available in stock.materials held available in stock.
8-Customer Service provides support to customers8-Customer Service provides support to customers
before, during and after the purchase of a productbefore, during and after the purchase of a product
or service.or service.
9-IS” is the area that includes the company's9-IS” is the area that includes the company's
computers, specialized software programming,computers, specialized software programming,
and data -- “IT”and data -- “IT” has the responsibility forhas the responsibility for
implementing, installing, and maintaining theimplementing, installing, and maintaining the
information infrastructure.information infrastructure.
10- HR is one of the most necessary departments in10- HR is one of the most necessary departments in
a corporate company environment.a corporate company environment.

‫الدرس‬ ‫ملخص‬‫الدرس‬ ‫ملخص‬
66--‫وكفا ءة‬ ‫بفعالية‬ ‫الخدمة‬ ‫أو‬ ‫المنتج‬ ‫جودة‬ ‫إدارة‬ ‫يضمن‬‫وكفا ءة‬ ‫بفعالية‬ ‫الخدمة‬ ‫أو‬ ‫المنتج‬ ‫جودة‬ ‫إدارة‬ ‫يضمن‬
77--‫إدارة‬‫إدارة‬‫الوراق‬ ‫في‬ ‫المتاحة‬ ‫المواد‬ ‫وعقدت‬ ‫السلع‬ ‫بتتبع‬ ‫الجرد‬‫الوراق‬ ‫في‬ ‫المتاحة‬ ‫المواد‬ ‫وعقدت‬ ‫السلع‬ ‫بتتبع‬ ‫الجرد‬
.‫المالية‬.‫المالية‬
88--‫المنتج‬ ‫شرا ء‬ ‫وبعد‬ ‫وأثنا ء‬ ‫قبل‬ ‫للعمل ء‬ ‫الدعم‬ ‫العمل ء‬ ‫خدمة‬ ‫يوفر‬‫المنتج‬ ‫شرا ء‬ ‫وبعد‬ ‫وأثنا ء‬ ‫قبل‬ ‫للعمل ء‬ ‫الدعم‬ ‫العمل ء‬ ‫خدمة‬ ‫يوفر‬
.‫الخدمة‬ ‫أو‬.‫الخدمة‬ ‫أو‬
99--ISIS،‫الشركة‬ ‫في‬ ‫الكمبيويتر‬ ‫أجهزة‬ ‫يتشمل‬ ‫التي‬ ‫المنطقة‬ ‫هي‬،‫الشركة‬ ‫في‬ ‫الكمبيويتر‬ ‫أجهزة‬ ‫يتشمل‬ ‫التي‬ ‫المنطقة‬ ‫هي‬
‫و‬ - ‫والبيانات‬ ،‫المتخصصة‬ ‫والبرمجيات‬ ‫البرمجة‬‫و‬ - ‫والبيانات‬ ،‫المتخصصة‬ ‫والبرمجيات‬ ‫البرمجة‬ITIT‫لها‬‫لها‬
‫للمعلومات‬ ‫التحتية‬ ‫البنية‬ ‫وصيانة‬ ‫ويتركيب‬ ‫يتنفيذ‬ ‫.مسؤولية‬‫للمعلومات‬ ‫التحتية‬ ‫البنية‬ ‫وصيانة‬ ‫ويتركيب‬ ‫يتنفيذ‬ ‫.مسؤولية‬
1010‫في‬ ‫ضرورة‬ ‫الكثر‬ ‫الدوائر‬ ‫من‬ ‫واحدة‬ ‫هي‬ ‫البشرية‬ ‫الموارد‬ -‫في‬ ‫ضرورة‬ ‫الكثر‬ ‫الدوائر‬ ‫من‬ ‫واحدة‬ ‫هي‬ ‫البشرية‬ ‫الموارد‬ -
.‫الخاصة‬ ‫الشركات‬ ‫بيئة‬.‫الخاصة‬ ‫الشركات‬ ‫بيئة‬

THE ENDTHE END
LESSON 9LESSON 9

Presentation1.ppt lesson 9

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Presentation1.ppt lesson 9