12:07 ‫م‬12:07 ‫م‬12:07 ‫م‬12:07 ‫م‬ dr/Yasser abdelmaksouddr/Yasser abdelmaksoud 11LESSON 9LESSON 9 ––BUSINESS BASICS PAR...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 2Introduction:  The engines of the Introduction:  The engines of the organizatio...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 3
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 4The day-to-day running of a The day-to-day running of a companycompanyoperation...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 5The general model of operationsThe general model of operationsmanagementmanagem...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 6Transformation processes includeTransformation processes include::11--Changes i...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 7%Some typical operating decisions would beSome typical operating decisions woul...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 8Basic Decision Making ToolsBasic Decision Making ToolsCost-benefit analysis is ...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 9A good tool to use would beA good tool to use would be::11--Break-even analysis...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 10Here is the cost-benefit analysis used to determineHere is the cost-benefit an...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 11*PERT (Program Evaluation and Review Technique)*PERT (Program Evaluation and R...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 12Quality ManagementQuality ManagementQuality Management is a method for ensurin...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 132-Quality assurance - also known as QA, which2-Quality assurance - also known ...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 14Here are six of the most commonHere are six of the most commonquality methods ...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 15DMAIC - which is used to improve an existingDMAIC - which is used to improve a...
12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 16DMAICDMAIC- ‫القائمة‬ ‫التجارية‬ ‫عملية‬ ‫لتحسين‬ ‫يستخدم‬ ‫:الذي‬- ‫القائمة‬ ...
12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 17uDMADV is used to create new product or processDMADV is used to create new pro...
12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 18‫يستخدم‬‫يستخدم‬DMADVDMADV:‫العملية‬ ‫التصاميم‬ ‫أو‬ ‫جديد‬ ‫منتج‬ ‫لخلق‬:‫الع...
12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 192-ISO 9000 - is a family of standards for quality2-ISO 9000 - is a family of s...
12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 20ISO 9000ISO 9000- ‫الحتفاظ‬ ‫يتم‬ .‫الجودة‬ ‫إدارة‬ ‫لنظم‬ ‫المعايير‬ ‫من‬ ‫عا...
12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 213-TQM – Total Quality Management is a3-TQM – Total Quality Management is amana...
12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 2233--‫ا‬‫ا‬‫على‬ ‫النجاح‬ ‫إلى‬ ‫الدارة‬ ‫نهج‬ ‫هو‬ ‫الشاملة‬ ‫الجودة‬ ‫إدارة‬ ...
12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 23Supply Chain Management (SCM)Supply Chain Management (SCM)Supply Chain Managem...
12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 24‫التوريد‬ ‫سلسلة‬ ‫إدارة‬‫التوريد‬ ‫سلسلة‬ ‫إدارة‬SCMSCM((((‫والمعلومات‬ ‫المو...
12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 25There are three levels of decisions associatedThere are three levels of decisi...
12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 26‫مع‬ ‫المرتبطة‬ ‫القرارات‬ ‫من‬ ‫مستويات‬ ‫ثلثة‬ ‫هناك‬‫مع‬ ‫المرتبطة‬ ‫القرار...
12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 27uThe following five steps are typical purchaseThe following five steps are typ...
12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 28:‫النموذجية‬ ‫شرا ء‬ ‫إجرا ءات‬ ‫هي‬ ‫التالية‬ ‫الخمس‬ ‫الخطوات‬:‫النموذجية‬ ‫...
12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 29Manufacturing Resource Planning (MRP) as partManufacturing Resource Planning (...
12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 30) ‫التصنيع‬ ‫موارد‬ ‫تخطيط‬) ‫التصنيع‬ ‫موارد‬ ‫تخطيط‬MRPMRP‫من‬ ‫كجز ء‬ (‫من‬...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 31The five basic Supply Chain Management stepsThe five basic Supply Chain Manage...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 32‫خطوات‬‫خطوات‬‫إ‬‫إ‬:‫هي‬ ‫الخمسة‬ ‫الساسية‬ ‫سلسلة‬ ‫إدارة‬ ‫مدادات‬:‫هي‬ ‫ال...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 33Inventory ManagementInventory ManagementInventory Management keeps track of go...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 34‫المخزون‬ ‫إدارة‬‫المخزون‬ ‫إدارة‬‫لدارة‬ ‫يسمح‬ ‫فإنه‬ .‫المالية‬ ‫الوراق‬ ‫ف...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 354-FIFO – First in First out (pronounced4-FIFO – First in First out (pronounced...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 3644--FIFOFIFO- ‫أول‬ ‫الوارد‬ -- ‫أول‬ ‫الوارد‬ -FIFOFIFO‫القديمة‬ ‫العناصر‬ ‫ي...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 37%Disaster Planning and RecoveryDisaster Planning and Recoveryhow the company w...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 38‫والنعاش‬ ‫الكوارث‬ ‫لمواجهة‬ ‫التخطيط‬‫والنعاش‬ ‫الكوارث‬ ‫لمواجهة‬ ‫التخطيط‬...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 39Customer Service – Customer Care andCustomer Service – Customer Care andTechni...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 40‫الفني‬ ‫والدعم‬ ‫العملء‬ ‫خدمة‬ - ‫العملء‬ ‫خدمة‬‫الفني‬ ‫والدعم‬ ‫العملء‬ ‫خ...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 41A customer is an individual or organization thatA customer is an individual or...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 42AA/ ‫و‬ ‫المنتجات‬ ‫هذه‬ ‫من‬ ‫ستستفيد‬ ‫التي‬ ‫منظمة‬ ‫أو‬ ‫فرد‬ ‫هو‬ ‫العملء...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 43the goals of service excellence are the same:the goals of service excellence a...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 44: ‫هي‬ ‫المتميزة‬ ‫الخدمة‬ ‫أهداف‬: ‫هي‬ ‫المتميزة‬ ‫الخدمة‬ ‫أهداف‬11--‫موقف‬...
12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 45When customers have to deal withWhen customers have to deal withcustomer servi...
12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 46‫عندما‬‫عندما‬‫العمل ء‬ ‫يتعامل‬‫العمل ء‬ ‫يتعامل‬‫يريدون‬ ‫العمل ء‬ ‫خدمة‬ ‫م...
12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 47Åthe next 5 steps are very useful when dealingthe next 5 steps are very useful...
12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 48‫ال‬ ‫الخطوات‬‫ال‬ ‫الخطوات‬55‫العمل ء‬ ‫مع‬ ‫التعامل‬ ‫عند‬ ‫جدا‬ ‫مفيدة‬ ‫هي...
12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 49Proven phone techniques- (Interactive Voice Response)Proven phone techniques- ...
12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 50(‫التفاعلي‬ ‫الصويتي‬ ‫)الرد‬ ‫ثبت‬ ‫الهايتف‬ ‫يتقنيات‬(‫التفاعلي‬ ‫الصويتي‬ ‫...
12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 51IS and IT – Information Systems andIS and IT – Information Systems andInformat...
12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 52ISIS‫المعلومات‬ ‫ويتقنية‬ ‫المعلومات‬ ‫نظم‬ - ‫المعلومات‬ ‫ويتكنولوجيا‬‫المعلو...
12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 53The “IT” department (InformationThe “IT” department (InformationTechnology) is...
12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 54HR – Human ResourcesHR – Human ResourcesHR, or Human Resources, deals with the...
12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 55Some of the responsibilities of HR are:Some of the responsibilities of HR are:...
12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 56Quick Lesson SummaryQuick Lesson Summary1- Operations Management can cover a w...
12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 57Å‫الدرس‬ ‫ملخص‬‫الدرس‬ ‫ملخص‬11‫عمليات‬ ‫لدارة‬ ‫يمكن‬ -‫عمليات‬ ‫لدارة‬ ‫يمكن...
12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 58Quick Lesson SummaryQuick Lesson Summary66-Quality Management ensures a produc...
12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 59‫الدرس‬ ‫ملخص‬‫الدرس‬ ‫ملخص‬66--‫وكفا ءة‬ ‫بفعالية‬ ‫الخدمة‬ ‫أو‬ ‫المنتج‬ ‫جو...
12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 60THE ENDTHE ENDLESSON 9LESSON 9
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Presentation1.ppt lesson 9

  1. 1. 12:07 ‫م‬12:07 ‫م‬12:07 ‫م‬12:07 ‫م‬ dr/Yasser abdelmaksouddr/Yasser abdelmaksoud 11LESSON 9LESSON 9 ––BUSINESS BASICS PARTBUSINESS BASICS PARTIIII -- OPERATIONSOPERATIONSMANAGEMENT, CUSTOMERMANAGEMENT, CUSTOMERSERVICE, IS & HRSERVICE, IS & HR
  2. 2. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 2Introduction:  The engines of the Introduction:  The engines of the organizationorganizationOperations Management has a wideOperations Management has a widescope of responsibility. It is the areascope of responsibility. It is the areaof business that is concerned with theof business that is concerned with theproduction of goods and services, andproduction of goods and services, andinvolves the responsibility of ensuringinvolves the responsibility of ensuringthat business operations are efficientthat business operations are efficientand effectiveand effective.  .  
  3. 3. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 3
  4. 4. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 4The day-to-day running of a The day-to-day running of a companycompanyoperations management is depends greatly onoperations management is depends greatly onthe 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 deliverysystemssystems..----Managing and controlling the operationsManaging and controlling the operationssystemsystem..----Continuously finding ways to improve itsContinuously finding ways to improve itsoperationsoperations..    
  5. 5. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 5The general model of operationsThe general model of operationsmanagementmanagement
  6. 6. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 6Transformation processes includeTransformation processes include::11--Changes in the physical characteristics ofChanges in the physical characteristics ofmaterials or customersmaterials or customers..22--Changes in the location of materials, informationChanges in the location of materials, informationor customersor customers..33--Changes in the ownership of materials orChanges in the ownership of materials orinformationinformation..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 psychologicalstate of customers.----Types arestate of customers.----Types are--------------------ManufacturingManufacturing –– TransportTransport –– SupplySupply ––ServiceService – –
  7. 7. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 7%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 newproductsproducts??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 expensiveitems 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, andphysical plant be designedphysical plant be designed??What are the processes and procedures used toWhat are the processes and procedures used toensure smooth operationsensure smooth operations??How to ensure quality and needed quantity of goodsHow to ensure quality and needed quantity of goodsor servicesor services??
  8. 8. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 8Basic Decision Making ToolsBasic Decision Making ToolsCost-benefit analysis is used to see if an investmentCost-benefit analysis is used to see if an investmentis worth pursuing.is worth pursuing.. Most businesses have both fixed costs and. Most businesses have both fixed costs andvariable costs.variable costs.** Fixed costsFixed costs remain the same no matter howremain the same no matter howmuch the company makes or sells.much the company makes or sells.*Variable costs*Variable costs change with the company’schange with the company’sproduction and sales volume of a unit.production and sales volume of a unit.
  9. 9. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 9A 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 whenyou first start making profityou first start making profit.  .  formula would be: units sold = the fixedformula would be: units sold = the fixedcosts ÷ (the selling price minus thecosts ÷ (the selling price minus thevariable cost per unitvariable cost per unit(. (. 22--Crossover AnalysisCrossover Analysis :This lets you identify:This lets you identifythe point where you should switch fromthe point where you should switch fromone product or service to another one thatone product or service to another one thathas similar benefits, but different fixedhas similar benefits, but different fixedand 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’svariable cost – machine 2’s fixed costvariable cost – machine 2’s fixed cost(.(.      
  10. 10. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 10Here is the cost-benefit analysis used to determineHere is the cost-benefit analysis used to determineif 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 andcoordinate 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 ofthe steps necessary to complete the project. Youthe steps necessary to complete the project. Youthen prioritize based on the steps that arethen prioritize based on the steps that aredependant 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 othertasks.tasks.
  11. 11. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 11*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 PERTenables you to make an optimistic, pessimisticenables you to make an optimistic, pessimisticand best guess estimate of the time it will take toand best guess estimate of the time it will take tocomplete 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 planand 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. Itis like PERT, however, it lets you consider choicesis like PERT, however, it lets you consider choicesand risk.and risk.
  12. 12. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 12Quality ManagementQuality ManagementQuality Management is a method for ensuring thatQuality Management is a method for ensuring thatall the activities necessary to design, develop andall the activities necessary to design, develop andimplement a product or service are effective andimplement a product or service are effective andefficient.efficient.Quality management can be considered to haveQuality management can be considered to havethree 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 tomeet or exceed customer requirements.meet or exceed customer requirements.
  13. 13. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 132-Quality assurance - also known as QA, which2-Quality assurance - also known as QA, whichrefers to planned and systematic production andrefers to planned and systematic production andtesting processes to ensure proper performancetesting processes to ensure proper performanceof the product, to minimize defects, and ensure aof the product, to minimize defects, and ensure ahigh degree of quality.high degree of quality.3-Quality improvement - there are many methods3-Quality improvement - there are many methodsand 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 involvedand committed to excellence, not just supportingand committed to excellence, not just supportingit.it.--The quality focus must be incorporated--The quality focus must be incorporatedthroughout the entire company, not just a groupthroughout the entire company, not just a groupor two.or two.--Quality improvement must be measured both on--Quality improvement must be measured both onquality specific terms and the impact it hasquality specific terms and the impact it hastowards business goals.towards business goals.
  14. 14. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 14Here are six of the most commonHere are six of the most commonquality methods and organizationsquality methods and organizationsused towards quality improvement:used towards quality improvement:1-Six Sigma - identifies and removes1-Six Sigma - identifies and removesthe causes of defects and errors inthe causes of defects and errors inmanufacturing and businessmanufacturing and businessprocesses.processes.Six Sigma has two key methods:Six Sigma has two key methods:
  15. 15. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 15DMAIC - which is used to improve an existingDMAIC - which is used to improve an existingbusiness process:business process:· Define process improvement goals that are· Define process improvement goals that areconsistent with customer demands and theconsistent with customer demands and theenterprise strategy.enterprise strategy.· Measure key aspects of the current process· Measure key aspects of the current processand collect relevant data.and collect relevant data.· Analyze the data to verify cause-and-effect· Analyze the data to verify cause-and-effectrelationships. Determine what the relationshipsrelationships. Determine what the relationshipsare, and attempt to ensure that all factors haveare, and attempt to ensure that all factors havebeen considered.been considered.· Improve or optimize the process based upon· Improve or optimize the process based upondata analysis using techniques like “Design ofdata analysis using techniques like “Design ofexperiments.”experiments.”· Control to ensure that any deviations from· Control to ensure that any deviations fromthe target are corrected before they result inthe target are corrected before they result indefects.defects.
  16. 16. 12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 16DMAICDMAIC- ‫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
  17. 17. 12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 17uDMADV is used to create new product or processDMADV is used to create new product or processdesigns:designs:· Define design goals that are consistent with· Define design goals that are consistent withcustomer demands and the enterprise strategy.customer demands and the enterprise strategy.· Measure and identify CTQ’s (characteristics· Measure and identify CTQ’s (characteristicsthat are “Critical To Quality”), productthat are “Critical To Quality”), productcapabilities, production process capability, andcapabilities, production process capability, andrisks.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 designcapability to select the best design.capability to select the best design.· Design details, optimize the design, and plan· Design details, optimize the design, and planfor design verification. This phase may requirefor design verification. This phase may requiresimulations.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 itover to the process owners.over to the process owners.
  18. 18. 12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 18‫يستخدم‬‫يستخدم‬DMADVDMADV:‫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
  19. 19. 12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 192-ISO 9000 - is a family of standards for quality2-ISO 9000 - is a family of standards for qualitymanagement systems. ISO 9000 is maintained bymanagement systems. ISO 9000 is maintained byISO, the International Organization forISO, the International Organization forStandardization and is administered byStandardization and is administered byaccreditation and certification bodies. There areaccreditation and certification bodies. There areeight ISO 9000 2000 quality managementeight ISO 9000 2000 quality managementprinciples:principles:1. Focus on your customers1. Focus on your customers2. Provide Leadership2. Provide Leadership3. Involve your people3. Involve your people4. Use a process approach4. Use a process approach5. Take a systems approach5. Take a systems approach6. Encourage continual improvement6. Encourage continual improvement7. Get the facts before making decisions7. Get the facts before making decisions8. Work with your suppliers8. Work with your suppliers
  20. 20. 12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 20ISO 9000ISO 9000- ‫الحتفاظ‬ ‫يتم‬ .‫الجودة‬ ‫إدارة‬ ‫لنظم‬ ‫المعايير‬ ‫من‬ ‫عائلة‬ ‫هي‬- ‫الحتفاظ‬ ‫يتم‬ .‫الجودة‬ ‫إدارة‬ ‫لنظم‬ ‫المعايير‬ ‫من‬ ‫عائلة‬ ‫هي‬‫اليزو‬ ‫قبل‬ ‫من‬‫اليزو‬ ‫قبل‬ ‫من‬ISO 9000ISO 9000، ‫وتدار‬ ‫القياسي‬ ‫للتوحيد‬ ‫الدولية‬ ‫والمنظمة‬، ‫وتدار‬ ‫القياسي‬ ‫للتوحيد‬ ‫الدولية‬ ‫والمنظمة‬‫الجودة‬ ‫إدارة‬ ‫مبادئ‬ ‫ثمانية‬ ‫هناك‬ .‫والتصديق‬ ‫العتماد‬ ‫هيئات‬ ‫قبل‬ ‫من‬‫الجودة‬ ‫إدارة‬ ‫مبادئ‬ ‫ثمانية‬ ‫هناك‬ .‫والتصديق‬ ‫العتماد‬ ‫هيئات‬ ‫قبل‬ ‫من‬ISOISO9000 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 .
  21. 21. 12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 213-TQM – Total Quality Management is a3-TQM – Total Quality Management is amanagement approach to long-term successmanagement approach to long-term successthrough customer satisfaction.through customer satisfaction.Kaizen – looks at eliminating waste from theKaizen – looks at eliminating waste from thebusiness and production process, thus improvingbusiness and production process, thus improvingproduction and reducing costs without much of aproduction and reducing costs without much of amonetary investment.monetary investment.Benchmarking - is the process of measuring anBenchmarking - is the process of measuring anorganizations internal processes, thenorganizations internal processes, thenidentifying, understanding, and adaptingidentifying, understanding, and adaptingoutstanding practices from other organizationsoutstanding practices from other organizationsconsidered to be best-in-class.considered to be best-in-class.Quality, Cost, Delivery (QCD) – offers aQuality, Cost, Delivery (QCD) – offers astraightforward method of measuring processesstraightforward method of measuring processeswhile being applicable to both simple andwhile being applicable to both simple andcomplicated business processes.complicated business processes.
  22. 22. 12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 2233--‫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 - ‫القياس‬‫سيارة‬ ‫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
  23. 23. 12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 23Supply Chain Management (SCM)Supply Chain Management (SCM)Supply Chain Management involves the flow ofSupply Chain Management involves the flow ofmaterials, information, and finances as they movematerials, information, and finances as they movein 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 theconsumer.consumer.Logistics Management is the part of SCM thatLogistics Management is the part of SCM thatefficiently plans, implements, and controls theefficiently plans, implements, and controls thedelivery 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 -
  24. 24. 12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 24‫التوريد‬ ‫سلسلة‬ ‫إدارة‬‫التوريد‬ ‫سلسلة‬ ‫إدارة‬SCMSCM((((‫والمعلومات‬ ‫المواد‬ ‫تدفق‬ ‫التوريد‬ ‫سلسلة‬ ‫إدارة‬ ‫على‬ ‫ينطوي‬‫والمعلومات‬ ‫المواد‬ ‫تدفق‬ ‫التوريد‬ ‫سلسلة‬ ‫إدارة‬ ‫على‬ ‫ينطوي‬‫من‬ ‫المستوى‬ ‫عملية‬ ‫في‬ ‫تتحرك‬ ‫لنها‬ ‫المالية‬ ‫والموارد‬‫من‬ ‫المستوى‬ ‫عملية‬ ‫في‬ ‫تتحرك‬ ‫لنها‬ ‫المالية‬ ‫والموارد‬‫لمتاجر‬ ،‫الجملة‬ ‫تاجر‬ ‫إلى‬ ،‫المصنعة‬ ‫الشركة‬ ‫إلى‬ ،‫المورد‬‫لمتاجر‬ ،‫الجملة‬ ‫تاجر‬ ‫إلى‬ ،‫المصنعة‬ ‫الشركة‬ ‫إلى‬ ،‫المورد‬.‫المستهلك‬ ‫إلى‬ ‫وأخيرا‬ ،‫التجزئة‬.‫المستهلك‬ ‫إلى‬ ‫وأخيرا‬ ،‫التجزئة‬‫من‬ ‫جز ء‬ ‫هو‬ ‫اللوجستية‬ ‫الخدمات‬ ‫إدارة‬‫من‬ ‫جز ء‬ ‫هو‬ ‫اللوجستية‬ ‫الخدمات‬ ‫إدارة‬‫التوريد‬ ‫سلسلة‬ ‫إدارة‬‫التوريد‬ ‫سلسلة‬ ‫إدارة‬‫والتخزين‬ ‫التسليم‬ ‫في‬ ‫ويتحكم‬ ،‫تطبيقات‬ ،‫بكفا ءة‬ ‫خطط‬ ‫أن‬‫والتخزين‬ ‫التسليم‬ ‫في‬ ‫ويتحكم‬ ،‫تطبيقات‬ ،‫بكفا ءة‬ ‫خطط‬ ‫أن‬.‫والخدمات‬ ‫للسلع‬.‫والخدمات‬ ‫للسلع‬11--- ‫المنتج‬ ‫تدفق‬- ‫المنتج‬ ‫تدفق‬22--- ‫المعلومات‬ ‫تدفق‬- ‫المعلومات‬ ‫تدفق‬33--- ‫التدفق‬ ‫تمويل‬ ‫في‬- ‫التدفق‬ ‫تمويل‬ ‫في‬
  25. 25. 12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 25There are three levels of decisions associatedThere are three levels of decisions associatedwith SCM:with SCM:1-Strategic - Long-term decisions related to1-Strategic - Long-term decisions related tolocation, production, inventory, andlocation, production, inventory, andtransportation.transportation.2-Tactical - Medium-term decisions such as2-Tactical - Medium-term decisions such asweekly demand forecasts, distribution andweekly demand forecasts, distribution andtransportation planning, production planning, andtransportation planning, production planning, andmaterials requirement planning.materials requirement planning.3-Operational - Day-to-Day decisions as part of3-Operational - Day-to-Day decisions as part ofnormal managerial duties.normal managerial duties.
  26. 26. 12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 26‫مع‬ ‫المرتبطة‬ ‫القرارات‬ ‫من‬ ‫مستويات‬ ‫ثلثة‬ ‫هناك‬‫مع‬ ‫المرتبطة‬ ‫القرارات‬ ‫من‬ ‫مستويات‬ ‫ثلثة‬ ‫هناك‬‫سلسلة‬ ‫إدارة‬‫سلسلة‬ ‫إدارة‬‫التوريد‬‫التوريد‬::11‫والنتاج‬ ‫بمكان‬ ‫المتعلقة‬ ‫الجل‬ ‫طويلة‬ ‫قرارات‬ - ‫-الستراتيجي‬‫والنتاج‬ ‫بمكان‬ ‫المتعلقة‬ ‫الجل‬ ‫طويلة‬ ‫قرارات‬ - ‫-الستراتيجي‬.‫والنقل‬ ،‫والمخزون‬.‫والنقل‬ ،‫والمخزون‬22‫السبوعية‬ ‫التوقعات‬ ‫مثل‬ ‫الجل‬ ‫متوسطة‬ ‫قرارات‬ - ‫-التكتيكي‬‫السبوعية‬ ‫التوقعات‬ ‫مثل‬ ‫الجل‬ ‫متوسطة‬ ‫قرارات‬ - ‫-التكتيكي‬‫التخطيط‬ ‫والمواد‬ ،‫النتاج‬ ‫وتخطيط‬ ،‫النقل‬ ‫وتخطيط‬ ‫والتوزيع‬ ‫الطلب‬‫التخطيط‬ ‫والمواد‬ ،‫النتاج‬ ‫وتخطيط‬ ،‫النقل‬ ‫وتخطيط‬ ‫والتوزيع‬ ‫الطلب‬.‫شرط‬.‫شرط‬33‫الدارية‬ ‫الواجبات‬ ‫من‬ ‫كجز ء‬ ‫يوم‬ ‫إلى‬ ‫يوم‬ ‫قرارات‬ - ‫-التنفيذية‬‫الدارية‬ ‫الواجبات‬ ‫من‬ ‫كجز ء‬ ‫يوم‬ ‫إلى‬ ‫يوم‬ ‫قرارات‬ - ‫-التنفيذية‬‫العادية‬‫العادية‬..
  27. 27. 12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 27uThe following five steps are typical purchaseThe following five steps are typical purchaseprocedures:procedures:1-Specify the amount needed.1-Specify the amount needed.2-Determine the supplier based on pricing2-Determine the supplier based on pricingcomparisons.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 withsupplies or commodities depends on theirsupplies or commodities depends on theiravailability, 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
  28. 28. 12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 28:‫النموذجية‬ ‫شرا ء‬ ‫إجرا ءات‬ ‫هي‬ ‫التالية‬ ‫الخمس‬ ‫الخطوات‬:‫النموذجية‬ ‫شرا ء‬ ‫إجرا ءات‬ ‫هي‬ ‫التالية‬ ‫الخمس‬ ‫الخطوات‬11.‫المطلوب‬ ‫المبلغ‬ ‫-تحديد‬.‫المطلوب‬ ‫المبلغ‬ ‫-تحديد‬22.‫التسعير‬ ‫المقارنات‬ ‫إلى‬ ‫استنادا‬ ‫المورد‬ ‫تحديد‬.‫التسعير‬ ‫المقارنات‬ ‫إلى‬ ‫استنادا‬ ‫المورد‬ ‫تحديد‬33‫التكاليف‬ ‫وخفض‬ ،‫والضمان‬ ،‫الدفع‬ ‫شروط‬ ‫وكذلك‬ ‫السعر‬ ‫على‬ ‫التفاوض‬‫التكاليف‬ ‫وخفض‬ ،‫والضمان‬ ،‫الدفع‬ ‫شروط‬ ‫وكذلك‬ ‫السعر‬ ‫على‬ ‫التفاوض‬‫والسعر‬ ‫توافرها‬ ‫مدى‬ ‫على‬ ‫يعتمد‬ ‫السلع‬ ‫أو‬ ‫المواد‬ ‫مع‬ ‫التعامل‬ .‫توقيت‬‫والسعر‬ ‫توافرها‬ ‫مدى‬ ‫على‬ ‫يعتمد‬ ‫السلع‬ ‫أو‬ ‫المواد‬ ‫مع‬ ‫التعامل‬ .‫توقيت‬.‫والجودة‬.‫والجودة‬44.‫اللوازم‬ ‫شرا ء‬.‫اللوازم‬ ‫شرا ء‬55‫المدادات‬ ‫على‬ ‫والتفتيش‬ ‫التسليم‬‫المدادات‬ ‫على‬ ‫والتفتيش‬ ‫التسليم‬
  29. 29. 12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 29Manufacturing Resource Planning (MRP) as partManufacturing Resource Planning (MRP) as partof SCM can help plan and determine the supplyof SCM can help plan and determine the supplyneeds and timelines for new manufacturingneeds and timelines for new manufacturingprocesses in order to predict product deliveryprocesses in order to predict product deliveryschedules, and respond to changes in the marketschedules, and respond to changes in the marketor 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 forproduction 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.
  30. 30. 12:07u‫م‬12:07u‫م‬ dr/Yasser abdelmaksoud 30) ‫التصنيع‬ ‫موارد‬ ‫تخطيط‬) ‫التصنيع‬ ‫موارد‬ ‫تخطيط‬MRPMRP‫من‬ ‫كجز ء‬ (‫من‬ ‫كجز ء‬ (‫المورد‬ ‫سلسلة‬ ‫إدارة‬‫المورد‬ ‫سلسلة‬ ‫إدارة‬‫الزمنية‬ ‫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 ‫والستجابة‬‫من‬ ‫الثلثة‬ ‫الرئيسية‬ ‫الهداف‬‫من‬ ‫الثلثة‬ ‫الرئيسية‬ ‫الهداف‬MRPMRP:‫هي‬:‫هي‬11‫والتسليم‬ ‫النتاج‬ ‫أجل‬ ‫من‬ ‫المتاحة‬ ‫والمنتجات‬ ‫المواد‬ ‫من‬ ‫-التأكد‬‫والتسليم‬ ‫النتاج‬ ‫أجل‬ ‫من‬ ‫المتاحة‬ ‫والمنتجات‬ ‫المواد‬ ‫من‬ ‫-التأكد‬.‫للعمل ء‬.‫للعمل ء‬22--.‫المخزون‬ ‫من‬ ‫ممكن‬ ‫مستوى‬ ‫أدنى‬ ‫على‬ ‫المحافظة‬.‫المخزون‬ ‫من‬ ‫ممكن‬ ‫مستوى‬ ‫أدنى‬ ‫على‬ ‫المحافظة‬33--.‫الشرائية‬ ‫والنشطة‬ ،‫التسليم‬ ‫ومواعيد‬ ،‫التصنيع‬ ‫خطة‬ ‫النشطة‬.‫الشرائية‬ ‫والنشطة‬ ،‫التسليم‬ ‫ومواعيد‬ ،‫التصنيع‬ ‫خطة‬ ‫النشطة‬
  31. 31. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 31The five basic Supply Chain Management stepsThe five basic Supply Chain Management stepsare:are:1-Plan – Strategic planning1-Plan – Strategic planning2-Source – Choose the suppliers2-Source – Choose the suppliers3-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 wherethe buyer bears the shipping cost.the buyer bears the shipping cost.· Freight Absorption Pricing in which paying· Freight Absorption Pricing in which payingsome of the transportation costs are in line withsome of the transportation costs are in line withcompetitors.competitors.· Uniformed Delivery Pricing in which a· Uniformed Delivery Pricing in which astandard 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 differentprices for different geographical locations.prices for different geographical locations.5-Return – Also known as RMA or Return5-Return – Also known as RMA or ReturnMerchandise Authorization.Merchandise Authorization.
  32. 32. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 32‫خطوات‬‫خطوات‬‫إ‬‫إ‬:‫هي‬ ‫الخمسة‬ ‫الساسية‬ ‫سلسلة‬ ‫إدارة‬ ‫مدادات‬:‫هي‬ ‫الخمسة‬ ‫الساسية‬ ‫سلسلة‬ ‫إدارة‬ ‫مدادات‬11--‫الخطة‬‫الخطة‬‫الستراتيجي‬ ‫التخطيط‬ -‫الستراتيجي‬ ‫التخطيط‬ -22‫الموردين‬ ‫اختر‬ - ‫-المصدر‬‫الموردين‬ ‫اختر‬ - ‫-المصدر‬33.‫بك‬ ‫الخاص‬ ‫المنتج‬ ‫تصنيع‬ - ‫الصنع‬.‫بك‬ ‫الخاص‬ ‫المنتج‬ ‫تصنيع‬ - ‫الصنع‬44‫اللوجستية‬ ‫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 ‫التي‬55‫باسم‬ ‫أيضا‬ ‫المعروف‬ - ‫العودة‬‫باسم‬ ‫أيضا‬ ‫المعروف‬ - ‫العودة‬RMARMA‫ب‬ ‫العودة‬ ‫أو‬‫ب‬ ‫العودة‬ ‫أو‬‫الب‬‫الب‬‫ال‬ ‫ضائع‬‫ال‬ ‫ضائع‬‫م‬‫م‬‫رخص‬‫رخص‬‫ة‬‫ة‬‫للبيع‬‫للبيع‬..
  33. 33. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 33Inventory ManagementInventory ManagementInventory Management keeps track of goods and materialsInventory Management keeps track of goods and materialsheld 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 uniquecombination of all the components that are assembled intocombination of all the components that are assembled intothe purchasable item.the purchasable item.2-BOM - Bill of Materials (pronounced bomb) is the term2-BOM - Bill of Materials (pronounced bomb) is the termused 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 finishedproduct. A BOM can define:product. A BOM can define:· Products as they are designed, which is· Products as they are designed, which isanan 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.
  34. 34. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 34‫المخزون‬ ‫إدارة‬‫المخزون‬ ‫إدارة‬‫لدارة‬ ‫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 ‫وهنا‬11--SKUSKU- ‫ال‬ ‫حفظ‬ ‫وحدة‬- ‫ال‬ ‫حفظ‬ ‫وحدة‬‫مخزون‬‫مخزون‬))‫عليها‬ ‫يطلق‬‫عليها‬ ‫يطلق‬SKEWSKEW) ‫كل‬ ‫من‬ ‫فريد‬ ‫مزيج‬ ‫هو‬) ‫كل‬ ‫من‬ ‫فريد‬ ‫مزيج‬ ‫هو‬‫شراؤها‬ ‫البند‬ ‫هذا‬ ‫في‬ ‫تجميعها‬ ‫تم‬ ‫التي‬ ‫.المكونات‬‫شراؤها‬ ‫البند‬ ‫هذا‬ ‫في‬ ‫تجميعها‬ ‫تم‬ ‫التي‬ ‫.المكونات‬22--BOMBOM- ‫المواد‬- ‫المواد‬‫الخام‬‫الخام‬))‫عليها‬ ‫يطلق‬‫عليها‬ ‫يطلق‬‫الخام‬ ‫المواد‬ ‫لوصف‬ ‫يستخدم‬ ‫مصطلح‬ ‫هو‬ (‫قنبلة‬‫الخام‬ ‫المواد‬ ‫لوصف‬ ‫يستخدم‬ ‫مصطلح‬ ‫هو‬ (‫قنبلة‬‫النهائي‬ ‫المنتج‬ ‫لتصنيع‬ ‫اللمزمة‬ ‫والمكونات‬ ،‫الفرعية‬ ‫والمكونات‬ ‫الغيار‬ ‫.وقطع‬‫النهائي‬ ‫المنتج‬ ‫لتصنيع‬ ‫اللمزمة‬ ‫والمكونات‬ ،‫الفرعية‬ ‫والمكونات‬ ‫الغيار‬ ‫.وقطع‬A BOMA BOM‫تحدد‬ ‫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
  35. 35. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 354-FIFO – First in First out (pronounced4-FIFO – First in First out (pronouncedFife-oh) - FIFO is pushing the old items upFife-oh) - FIFO is pushing the old items upfront to make room for new items in thefront to make room for new items in theback 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 (PronouncedLife-oh) – LIFO is pushing the old itemsLife-oh) – LIFO is pushing the old itemsback to make room for new items in theback to make room for new items in thefront that are of the same kind.front that are of the same kind.
  36. 36. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 3644--FIFOFIFO- ‫أول‬ ‫الوارد‬ -- ‫أول‬ ‫الوارد‬ -FIFOFIFO‫القديمة‬ ‫العناصر‬ ‫يدفع‬‫القديمة‬ ‫العناصر‬ ‫يدفع‬‫الظهر‬ ‫في‬ ‫جديدة‬ ‫لعناصر‬ ‫المجال‬ ‫لفساح‬ ‫الهجوم‬ ‫خط‬ ‫في‬‫الظهر‬ ‫في‬ ‫جديدة‬ ‫لعناصر‬ ‫المجال‬ ‫لفساح‬ ‫الهجوم‬ ‫خط‬ ‫في‬‫النوع‬ ‫نفس‬ ‫من‬ ‫هي‬ ‫.التي‬‫النوع‬ ‫نفس‬ ‫من‬ ‫هي‬ ‫.التي‬55--LIFOLIFO--‫أول‬ ‫الخروج‬ ‫في‬ ‫الوأ جورخلا يف رخآخر‬ -‫أول‬ ‫الخروج‬ ‫في‬ ‫الوأ جورخلا يف رخآخر‬ -LIFOLIFO‫يدفع‬‫يدفع‬‫جديدة‬ ‫لعناصر‬ ‫المجال‬ ‫لفساح‬ ‫أخرى‬ ‫مرة‬ ‫القديمة‬ ‫العناصر‬‫جديدة‬ ‫لعناصر‬ ‫المجال‬ ‫لفساح‬ ‫أخرى‬ ‫مرة‬ ‫القديمة‬ ‫العناصر‬‫النوع‬ ‫نفس‬ ‫من‬ ‫هي‬ ‫التي‬ ‫الجبهة‬ ‫في‬‫النوع‬ ‫نفس‬ ‫من‬ ‫هي‬ ‫التي‬ ‫الجبهة‬ ‫في‬..
  37. 37. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 37%Disaster Planning and RecoveryDisaster Planning and Recoveryhow the company would react to disastershow the company would react to disasterssuch as hurricanes, fires, major powersuch as hurricanes, fires, major poweroutages, 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 tobe prepared.be prepared.Management protocols need to beManagement protocols need to bedetermined on how to make sure everyonedetermined on how to make sure everyonehas been accounted for, and for anyhas been accounted for, and for anyadditional steps that need to beadditional steps that need to betaken. There also needs to be first aid kitstaken. There also needs to be first aid kitsand fire extinguishers located throughoutand fire extinguishers located throughoutthe premise.the premise.
  38. 38. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 38‫والنعاش‬ ‫الكوارث‬ ‫لمواجهة‬ ‫التخطيط‬‫والنعاش‬ ‫الكوارث‬ ‫لمواجهة‬ ‫التخطيط‬‫والحرائق‬ ‫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 ‫أول‬‫إذا‬‫إذا‬‫وقعت‬‫وقعت‬.‫مستعدا‬ ‫تكون‬ ‫أن‬ ‫عليك‬ ،‫ذلك‬ ‫ومع‬ ،‫الكوارث‬.‫مستعدا‬ ‫تكون‬ ‫أن‬ ‫عليك‬ ،‫ذلك‬ ‫ومع‬ ،‫الكوارث‬‫تم‬ ‫من‬ ‫التأكد‬ ‫كيفية‬ ‫على‬ ‫يتحدد‬ ‫إدارة‬ ‫بروتوكولت‬ ‫تحتاج‬‫تم‬ ‫من‬ ‫التأكد‬ ‫كيفية‬ ‫على‬ ‫يتحدد‬ ‫إدارة‬ ‫بروتوكولت‬ ‫تحتاج‬‫استعداد‬‫استعداد‬‫أيضا‬ ‫حاجة‬ ‫وهناك‬ .‫اتخاذها‬ ‫ينبغي‬ ‫التي‬ ‫إضافية‬ ‫خطوات‬ ‫لي‬ ‫الجميع‬‫أيضا‬ ‫حاجة‬ ‫وهناك‬ .‫اتخاذها‬ ‫ينبغي‬ ‫التي‬ ‫إضافية‬ ‫خطوات‬ ‫لي‬ ‫الجميع‬‫الموجودة‬ ‫الحريق‬ ‫وطفايات‬ ‫الولية‬ ‫للسعافات‬ ‫معدات‬ ‫تكون‬ ‫أن‬ ‫إلى‬‫الموجودة‬ ‫الحريق‬ ‫وطفايات‬ ‫الولية‬ ‫للسعافات‬ ‫معدات‬ ‫تكون‬ ‫أن‬ ‫إلى‬.‫فرضية‬ ‫أنحاء‬ ‫جميع‬ ‫في‬.‫فرضية‬ ‫أنحاء‬ ‫جميع‬ ‫في‬
  39. 39. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 39Customer Service – Customer Care andCustomer Service – Customer Care andTechnical SupportTechnical SupportCustomer Service covers a vast array of supportCustomer Service covers a vast array of supportfunctions.functions.Customer Service provides support to customersCustomer Service provides support to customersbefore, during, and after the purchase of abefore, during, and after the purchase of aproduct or service.product or service.Even though customer service might fall underEven though customer service might fall undersales or marketing’s responsibility, it can also besales or marketing’s responsibility, it can also beconsidered part of the back office operationsconsidered part of the back office operationsgroup.group.
  40. 40. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 40‫الفني‬ ‫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 ‫تغطي‬‫شراء‬ ‫وبعد‬ ‫وأثناء‬ ‫قبل‬ ‫للعملء‬ ‫العملء‬ ‫دعم‬ ‫خدمة‬ ‫توفر‬‫شراء‬ ‫وبعد‬ ‫وأثناء‬ ‫قبل‬ ‫للعملء‬ ‫العملء‬ ‫دعم‬ ‫خدمة‬ ‫توفر‬.‫الخدمة‬ ‫أو‬ ‫المنتج‬.‫الخدمة‬ ‫أو‬ ‫المنتج‬‫مسؤولية‬ ‫تحت‬ ‫تقع‬ ‫قد‬ ‫العملء‬ ‫خدمة‬ ‫من‬ ‫الرغم‬ ‫على‬‫مسؤولية‬ ‫تحت‬ ‫تقع‬ ‫قد‬ ‫العملء‬ ‫خدمة‬ ‫من‬ ‫الرغم‬ ‫على‬‫من‬ ‫جزءا‬ ‫تعتبر‬ ‫أن‬ ‫أيضا‬ ‫ويمكن‬ ،‫التسويق‬ ‫أو‬ ‫المبيعات‬‫من‬ ‫جزءا‬ ‫تعتبر‬ ‫أن‬ ‫أيضا‬ ‫ويمكن‬ ،‫التسويق‬ ‫أو‬ ‫المبيعات‬.‫الخلفي‬ ‫المكتب‬ ‫عمليات‬ ‫مجموعة‬.‫الخلفي‬ ‫المكتب‬ ‫عمليات‬ ‫مجموعة‬
  41. 41. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 41A customer is an individual or organization thatA customer is an individual or organization thatwill benefit from the products and/or services thewill benefit from the products and/or services thecompany offers.company offers.Customers may fall into one of three customerCustomers may fall into one of three customergroups:groups:1-1-Existing CustomersExisting Customers who have purchased or usedwho have purchased or usedthe company’s products and/or services within athe company’s products and/or services within adesignated period of time.designated period of time.2-2-Former CustomersFormer Customers who previously purchasedwho previously purchasedfrom your company, however, they are notfrom your company, however, they are notconsidered andconsidered and Existing CustomerExisting Customer anymoreanymorebecause they have not purchased within a certainbecause they have not purchased within a certaintimeframe.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 eventuallybecomebecome Existing CustomersExisting Customers..
  42. 42. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 42AA/ ‫و‬ ‫المنتجات‬ ‫هذه‬ ‫من‬ ‫ستستفيد‬ ‫التي‬ ‫منظمة‬ ‫أو‬ ‫فرد‬ ‫هو‬ ‫العملء‬/ ‫و‬ ‫المنتجات‬ ‫هذه‬ ‫من‬ ‫ستستفيد‬ ‫التي‬ ‫منظمة‬ ‫أو‬ ‫فرد‬ ‫هو‬ ‫العملء‬‫الشركة‬ ‫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 ‫ويمكن‬11--‫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 ‫الخدمات‬22--‫الزبائن‬‫الزبائن‬‫العابرين‬‫العابرين‬‫شراؤه‬ ‫تم‬ ‫الذين‬‫شراؤه‬ ‫تم‬ ‫الذين‬‫م‬‫م‬‫ومع‬ ،‫الشركة‬ ‫من‬ ‫قبل‬ ‫من‬‫ومع‬ ،‫الشركة‬ ‫من‬ ‫قبل‬ ‫من‬‫قد‬ ‫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 ‫اشتريت‬33--‫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
  43. 43. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 43the 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 proficient3-3-Understands the expectations, values and goalsUnderstands the expectations, values and goalsfor the self and company.for the self and company.Customer satisfaction surveys should be given toCustomer satisfaction surveys should be given tomeasure the success of the customer servicemeasure the success of the customer servicedepartment.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.
  44. 44. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 44: ‫هي‬ ‫المتميزة‬ ‫الخدمة‬ ‫أهداف‬: ‫هي‬ ‫المتميزة‬ ‫الخدمة‬ ‫أهداف‬11--‫موقف‬ ‫ودية‬‫موقف‬ ‫ودية‬. ‫العملء‬. ‫العملء‬22--‫ال‬‫ال‬‫الفنية‬ ‫الناحية‬ ‫من‬ ‫خبرة‬‫الفنية‬ ‫الناحية‬ ‫من‬ ‫خبرة‬33‫والهداف‬ ‫والقيم‬ ‫التوقعات‬ ‫يفهم‬‫والهداف‬ ‫والقيم‬ ‫التوقعات‬ ‫يفهم‬‫ل‬‫ل‬.‫والشركة‬ ‫لذات‬.‫والشركة‬ ‫لذات‬‫إ‬ ‫وينبغي‬‫إ‬ ‫وينبغي‬‫جراء‬‫جراء‬‫خدمة‬ ‫قسم‬ ‫نجاح‬ ‫مدى‬ ‫لقياس‬ ‫العملء‬ ‫رضا‬ ‫مسوحات‬‫خدمة‬ ‫قسم‬ ‫نجاح‬ ‫مدى‬ ‫لقياس‬ ‫العملء‬ ‫رضا‬ ‫مسوحات‬.‫العملء‬.‫العملء‬‫عملء‬ ‫وتستخدم‬‫عملء‬ ‫وتستخدم‬‫منخفضة‬ ‫جودة‬ ‫على‬ ‫القائمة‬ ‫والمنتجات‬ ‫التكلفة‬‫منخفضة‬ ‫جودة‬ ‫على‬ ‫القائمة‬ ‫والمنتجات‬ ‫التكلفة‬.‫والخدمات‬ ‫المتميز‬.‫والخدمات‬ ‫المتميز‬
  45. 45. 12:07%‫م‬12:07%‫م‬ dr/Yasser abdelmaksoud 45When customers have to deal withWhen customers have to deal withcustomer service, they want, in this order:customer service, they want, in this order:1-Knowledgeable employees who can1-Knowledgeable employees who canidentify 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 theyare truly valued.are truly valued.4-An employee who is truly trying to meet4-An employee who is truly trying to meettheir 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 isprovided, there will still always be anprovided, there will still always be anupset customer.upset customer.
  46. 46. 12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 46‫عندما‬‫عندما‬‫العمل ء‬ ‫يتعامل‬‫العمل ء‬ ‫يتعامل‬‫يريدون‬ ‫العمل ء‬ ‫خدمة‬ ‫مع‬‫يريدون‬ ‫العمل ء‬ ‫خدمة‬ ‫مع‬‫من‬‫من‬‫النظام‬ ‫هذا‬‫النظام‬ ‫هذا‬‫اليتي‬‫اليتي‬::11--‫موظفون‬‫موظفون‬‫مطلع‬‫مطلع‬‫ون‬‫ون‬‫العمل ء‬ ‫احتياجات‬ ‫يتحديد‬ ‫يستطيعون‬ ‫الذين‬‫العمل ء‬ ‫احتياجات‬ ‫يتحديد‬ ‫يستطيعون‬ ‫الذين‬.‫الحقيقية‬.‫الحقيقية‬22--‫مكالمة‬ ‫أول‬ ‫من‬ ‫الجواب‬‫مكالمة‬ ‫أول‬ ‫من‬ ‫الجواب‬‫)أي‬‫)أي‬‫عدم‬‫عدم‬.(‫يتكرار‬.(‫يتكرار‬33.‫حقا‬ ‫قيمة‬ ‫ذات‬ ‫يتعتبر‬ ‫وأنها‬ ،‫باحترام‬ ‫يعامل‬ ‫أن‬.‫حقا‬ ‫قيمة‬ ‫ذات‬ ‫يتعتبر‬ ‫وأنها‬ ،‫باحترام‬ ‫يعامل‬ ‫أن‬44.‫احتياجايتهم‬ ‫يتلبية‬ ‫حقا‬ ‫يحاول‬ ‫الذي‬ ‫الموظف‬.‫احتياجايتهم‬ ‫يتلبية‬ ‫حقا‬ ‫يحاول‬ ‫الذي‬ ‫الموظف‬55‫إلى‬‫إلى‬‫الهتمام‬ ‫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 ‫وحتى‬‫عميل‬ ‫دائما‬ ‫هناك‬ ‫يزال‬‫عميل‬ ‫دائما‬ ‫هناك‬ ‫يزال‬‫متضايق‬‫متضايق‬..
  47. 47. 12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 47Åthe next 5 steps are very useful when dealingthe next 5 steps are very useful when dealingwith 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 problemand 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 loyalpatron. It is the art of service recovery.patron. It is the art of service recovery.
  48. 48. 12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 48‫ال‬ ‫الخطوات‬‫ال‬ ‫الخطوات‬55‫العمل ء‬ ‫مع‬ ‫التعامل‬ ‫عند‬ ‫جدا‬ ‫مفيدة‬ ‫هي‬ ‫المقبلة‬‫العمل ء‬ ‫مع‬ ‫التعامل‬ ‫عند‬ ‫جدا‬ ‫مفيدة‬ ‫هي‬ ‫المقبلة‬‫المتضايقين‬‫المتضايقين‬::11‫أول‬‫أول‬.‫الستماع‬ ‫مجرد‬.‫الستماع‬ ‫مجرد‬22‫متعاطفا‬ ‫كن‬‫متعاطفا‬ ‫كن‬‫مع‬‫مع‬.‫أحاسيسهم‬.‫أحاسيسهم‬33‫و‬ ‫المشكلة‬ ‫هذه‬ ‫عل ج‬ ‫يتريد‬ ‫كنت‬ ‫أن‬ ‫فليعلموا‬‫و‬ ‫المشكلة‬ ‫هذه‬ ‫عل ج‬ ‫يتريد‬ ‫كنت‬ ‫أن‬ ‫فليعلموا‬‫يت‬‫يت‬.‫سعدا ء‬ ‫جعلهم‬.‫سعدا ء‬ ‫جعلهم‬44‫يتدوين‬‫يتدوين‬.‫شي ء‬ ‫كل‬.‫شي ء‬ ‫كل‬55.‫العميل‬ ‫مع‬ ‫متابعة‬.‫العميل‬ ‫مع‬ ‫متابعة‬**‫يكون‬ ‫أن‬ ‫وينبغي‬‫يكون‬ ‫أن‬ ‫وينبغي‬‫الخدمة‬ ‫موظف‬‫الخدمة‬ ‫موظف‬‫ولكن‬ ،"‫أعرف‬ ‫ل‬ ‫"أنا‬ ،‫يقول‬ ‫ل‬‫ولكن‬ ،"‫أعرف‬ ‫ل‬ ‫"أنا‬ ،‫يقول‬ ‫ل‬‫أن‬ ‫ينبغي‬‫أن‬ ‫ينبغي‬‫ي‬‫ي‬،‫قول‬،‫قول‬""‫أنا‬‫أنا‬‫اود‬‫اود‬".‫ذلك‬ ‫معرفة‬".‫ذلك‬ ‫معرفة‬**‫هو‬ ‫هذا‬ .‫المخلصين‬ ‫راعي‬ ‫إلى‬ ‫الغاضبين‬ ‫العمل ء‬ ‫لتحويل‬ ‫فن‬ ‫وهو‬‫هو‬ ‫هذا‬ .‫المخلصين‬ ‫راعي‬ ‫إلى‬ ‫الغاضبين‬ ‫العمل ء‬ ‫لتحويل‬ ‫فن‬ ‫وهو‬‫النتعاش‬ ‫من‬ ‫فن‬‫النتعاش‬ ‫من‬ ‫فن‬‫في‬‫في‬.‫الخدمة‬.‫الخدمة‬
  49. 49. 12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 49Proven 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 everycustomer 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 younormally 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 thecustomer, 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 onhold. Two examples are: "Would you mind holding while Ihold. Two examples are: "Would you mind holding while Iget your information?" and "Can you hold briefly while Iget your information?" and "Can you hold briefly while Isee 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 touchwith the customer during long holds, even if it is just to saywith the customer during long holds, even if it is just to sayyou 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-DONT talk with anything in your mouth.7-DONT talk with anything in your mouth.
  50. 50. 12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 50(‫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 ‫هذه‬11--DODO‫عادة‬ ‫عال‬ ‫بصوت‬ ‫أيتكلم‬ ‫كنت‬ ‫إذا‬ ‫صويتك‬ ‫يتخفض‬ ‫كما‬ ،‫وببط ء‬ ‫بوضوح‬ ‫.التحدث‬‫عادة‬ ‫عال‬ ‫بصوت‬ ‫أيتكلم‬ ‫كنت‬ ‫إذا‬ ‫صويتك‬ ‫يتخفض‬ ‫كما‬ ،‫وببط ء‬ ‫بوضوح‬ ‫.التحدث‬22--DODO‫العميل‬ ‫اسم‬ ‫.استخدام‬‫العميل‬ ‫اسم‬ ‫.استخدام‬33‫ذات‬ ‫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 ‫الصلة‬44--DODO‫النتظار‬ ‫على‬ ‫العميل‬ ‫وضع‬ ‫عند‬ ‫استأذن‬ ‫دائما‬‫النتظار‬ ‫على‬ ‫العميل‬ ‫وضع‬ ‫عند‬ ‫استأذن‬ ‫دائما‬..‫في‬ ‫يتمانع‬ ‫"هل‬ :‫هما‬ ‫مثالن‬ ‫وهناك‬‫في‬ ‫يتمانع‬ ‫"هل‬ :‫هما‬ ‫مثالن‬ ‫وهناك‬‫وجيزة‬ ‫لفترة‬ ‫الستمرار‬ ‫"يمكنك‬ ‫و‬ "‫بك؟‬ ‫الخاصة‬ ‫المعلومات‬ ‫على‬ ‫الحصول‬ ‫كنت‬ ‫بينما‬ ‫عقد‬‫وجيزة‬ ‫لفترة‬ ‫الستمرار‬ ‫"يمكنك‬ ‫و‬ "‫بك؟‬ ‫الخاصة‬ ‫المعلومات‬ ‫على‬ ‫الحصول‬ ‫كنت‬ ‫بينما‬ ‫عقد‬‫المتاحة؟‬ (‫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 ‫دائما‬‫القضية‬ ‫هذه‬ ‫على‬ ‫يتعمل‬ ‫يتزال‬ ‫ل‬ ‫كنت‬ ‫أقول‬ ‫أن‬ ‫فقط‬ ‫هو‬ ‫كان‬ ‫.لو‬‫القضية‬ ‫هذه‬ ‫على‬ ‫يتعمل‬ ‫يتزال‬ ‫ل‬ ‫كنت‬ ‫أقول‬ ‫أن‬ ‫فقط‬ ‫هو‬ ‫كان‬ ‫.لو‬66--‫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.‫شخصية‬77‫يتتلفظ‬ ‫-ل‬‫يتتلفظ‬ ‫-ل‬.‫فمك‬ ‫في‬ ‫شي ء‬ ‫أي‬ ‫مع‬.‫فمك‬ ‫في‬ ‫شي ء‬ ‫أي‬ ‫مع‬
  51. 51. 12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 51IS and IT – Information Systems andIS and IT – Information Systems andInformation TechnologyInformation Technology““IS” (Information Systems) is the area thatIS” (Information Systems) is the area thatincludes the companys computers, specializedincludes the companys computers, specializedsoftware programming, and data communicationssoftware programming, and data communicationsregarding the company’s networking needs.regarding the company’s networking needs.  Management information systems (MIS), Management information systems (MIS), whichwhichgives management reporting tools used forgives management reporting tools used fororganizing, evaluating, and efficiently runningorganizing, evaluating, and efficiently runningtheir departmentstheir departmentsdecision support systemsdecision support systems (DSS), (DSS), whichwhich  helpshelpsmanagers make difficult decisionsmanagers make difficult decisions and solveand solveproblemsproblems based onbased on compiled data, documents,compiled data, documents,personal knowledge, or business modelspersonal knowledge, or business models..
  52. 52. 12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 52ISIS‫المعلومات‬ ‫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 ‫نظم‬‫البيانات‬ ‫وايتصالت‬ ،‫المتخصصة‬ ‫والبرمجيات‬ ‫البرمجة‬ ،‫الشركة‬ ‫في‬‫البيانات‬ ‫وايتصالت‬ ،‫المتخصصة‬ ‫والبرمجيات‬ ‫البرمجة‬ ،‫الشركة‬ ‫في‬‫الشركة‬ ‫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
  53. 53. 12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 53The “IT” department (InformationThe “IT” department (InformationTechnology) is also sometimes known asTechnology) is also sometimes known as“IS.” In most companies, however, when“IS.” In most companies, however, whentalking about “IT,” you are referring to thetalking about “IT,” you are referring to theresponsibility for implementing, installing,responsibility for implementing, installing,and maintaining the informationand maintaining the informationinfrastructure. They will install and/orinfrastructure. They will install and/orrepair the computer hardware such as therepair the computer hardware such as thePC 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
  54. 54. 12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 54HR – Human ResourcesHR – Human ResourcesHR, or Human Resources, deals with the humanHR, or Human Resources, deals with the humanneeds of employees.needs of employees. It can be related to healthIt can be related to healthcare issues, sexual harassment, or employeecare issues, sexual harassment, or employeedisputes.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, likehealth 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 workprograms like reimbursement for continuingprograms like reimbursement for continuingeducation.education.4-Advertising available jobs, screening applicants,4-Advertising available jobs, screening applicants,settingsetting
  55. 55. 12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 55Some 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 orfiring of employees.firing of employees.6-Distributing paychecks and bonuses, although6-Distributing paychecks and bonuses, althoughpaycheck disbursement may be outsourced topaycheck disbursement may be outsourced toanother company.another company.7-Helping workers apply for family leave, maternity7-Helping workers apply for family leave, maternityleaves, sabbaticals or disability payments.leaves, sabbaticals or disability payments.8-Possibly participating in motivational company8-Possibly participating in motivational companywide events.wide events.9-Approving performance reviews and assessing9-Approving performance reviews and assessingraises or promotions.raises or promotions.10-Handling complaints about employer10-Handling complaints about employerabuses, sexual harassment, discrimination orabuses, sexual harassment, discrimination orhostile work environment charges.hostile work environment charges.
  56. 56. 12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 56Quick Lesson SummaryQuick Lesson Summary1- Operations Management can cover a wide list of1- Operations Management can cover a wide list ofresponsibilities.responsibilities.2-Whether your company is product based or2-Whether your company is product based orservice based, or both, the functions ofservice based, or both, the functions ofOperations 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 aninvestment 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 helpsplan and coordinate tasks and activities in aplan and coordinate tasks and activities in aproject.project.5-Supply Chain Management involves the flow of5-Supply Chain Management involves the flow ofmaterials, information, and financesmaterials, information, and finances
  57. 57. 12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 57Å‫الدرس‬ ‫ملخص‬‫الدرس‬ ‫ملخص‬11‫عمليات‬ ‫لدارة‬ ‫يمكن‬ -‫عمليات‬ ‫لدارة‬ ‫يمكن‬ -‫أن‬‫أن‬.‫المسؤوليات‬ ‫من‬ ‫واسعة‬ ‫قائمة‬ ‫يتغطي‬.‫المسؤوليات‬ ‫من‬ ‫واسعة‬ ‫قائمة‬ ‫يتغطي‬22--‫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 ‫الستثمار‬44--) ‫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 ‫يتخطيط‬55--‫ينطوي‬‫ينطوي‬‫والموارد‬ ‫والمعلومات‬ ‫المواد‬ ‫يتدفق‬ ‫التوريد‬ ‫سلسلة‬ ‫إدارة‬‫والموارد‬ ‫والمعلومات‬ ‫المواد‬ ‫يتدفق‬ ‫التوريد‬ ‫سلسلة‬ ‫إدارة‬‫المالية‬‫المالية‬
  58. 58. 12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 58Quick Lesson SummaryQuick Lesson Summary66-Quality Management ensures a product or service-Quality Management ensures a product or serviceis effective and efficientis effective and efficient7-Inventory Management keeps track of goods and7-Inventory Management keeps track of goods andmaterials held available in stock.materials held available in stock.8-Customer Service provides support to customers8-Customer Service provides support to customersbefore, during and after the purchase of a productbefore, during and after the purchase of a productor service.or service.9-IS” is the area that includes the companys9-IS” is the area that includes the companyscomputers, specialized software programming,computers, specialized software programming,and data -- “IT”and data -- “IT” has the responsibility forhas the responsibility forimplementing, installing, and maintaining theimplementing, installing, and maintaining theinformation infrastructure.information infrastructure.10- HR is one of the most necessary departments in10- HR is one of the most necessary departments ina corporate company environment.a corporate company environment.
  59. 59. 12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 59‫الدرس‬ ‫ملخص‬‫الدرس‬ ‫ملخص‬66--‫وكفا ءة‬ ‫بفعالية‬ ‫الخدمة‬ ‫أو‬ ‫المنتج‬ ‫جودة‬ ‫إدارة‬ ‫يضمن‬‫وكفا ءة‬ ‫بفعالية‬ ‫الخدمة‬ ‫أو‬ ‫المنتج‬ ‫جودة‬ ‫إدارة‬ ‫يضمن‬77--‫إدارة‬‫إدارة‬‫الوراق‬ ‫في‬ ‫المتاحة‬ ‫المواد‬ ‫وعقدت‬ ‫السلع‬ ‫بتتبع‬ ‫الجرد‬‫الوراق‬ ‫في‬ ‫المتاحة‬ ‫المواد‬ ‫وعقدت‬ ‫السلع‬ ‫بتتبع‬ ‫الجرد‬.‫المالية‬.‫المالية‬88--‫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 ‫أو‬99--ISIS"،‫الشركة‬ ‫في‬ ‫الكمبيويتر‬ ‫أجهزة‬ ‫يتشمل‬ ‫التي‬ ‫المنطقة‬ ‫هي‬"،‫الشركة‬ ‫في‬ ‫الكمبيويتر‬ ‫أجهزة‬ ‫يتشمل‬ ‫التي‬ ‫المنطقة‬ ‫هي‬‫و‬ - ‫والبيانات‬ ،‫المتخصصة‬ ‫والبرمجيات‬ ‫"البرمجة‬‫و‬ - ‫والبيانات‬ ،‫المتخصصة‬ ‫والبرمجيات‬ ‫"البرمجة‬ITIT"‫لها‬"‫لها‬‫للمعلومات‬ ‫التحتية‬ ‫البنية‬ ‫وصيانة‬ ‫ويتركيب‬ ‫يتنفيذ‬ ‫.مسؤولية‬‫للمعلومات‬ ‫التحتية‬ ‫البنية‬ ‫وصيانة‬ ‫ويتركيب‬ ‫يتنفيذ‬ ‫.مسؤولية‬1010‫في‬ ‫ضرورة‬ ‫الكثر‬ ‫الدوائر‬ ‫من‬ ‫واحدة‬ ‫هي‬ ‫البشرية‬ ‫الموارد‬ -‫في‬ ‫ضرورة‬ ‫الكثر‬ ‫الدوائر‬ ‫من‬ ‫واحدة‬ ‫هي‬ ‫البشرية‬ ‫الموارد‬ -.‫الخاصة‬ ‫الشركات‬ ‫بيئة‬.‫الخاصة‬ ‫الشركات‬ ‫بيئة‬
  60. 60. 12:07Å‫م‬12:07Å‫م‬ dr/Yasser abdelmaksoud 60THE ENDTHE ENDLESSON 9LESSON 9

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