Διοικηση Προσωπικου Bs27_2009
Transcript of Διοικηση Προσωπικου Bs27_2009
-
7/21/2019 Bs27_2009
1/154
()
-
:
2009
-
7/21/2019 Bs27_2009
2/154
2
-
7/21/2019 Bs27_2009
3/154
3
1
1 :
1.1 1.2
1.3 ,
1.3.1
1.3.2
1.3.3
1.3.4
2 :
3 :
3.1
3.1.1
3.2 3.2.1
3.2.2
3.2.2.1
3.2.2.2
3.3
3.3.1
4 :
4.1
4.2
4.2.1 Maslow4.2.2 - Herzberg4.2.3 Adams4.2.4 H 4.2.5
4.3
4.4
5 :
5.1
5.2
5.3
5.3.1 5.3.2
5.3.3
5.3.4
5.3.5
6 :
6.1
6.2
6.3
6.3.1
6.3.2
6.3.3 6.3.4
-
7/21/2019 Bs27_2009
4/154
4
6.4
7 :
7.1
7.2
7.2.1 7.2.2
7.2.2.1
7.2.2.2
7.2.3
7.2.4
7.3
7.4
7.4.1
7.5
7.6
8 : 8.1
8.2
8.3
8.3.1
8.3.2
8.4
8.5
8.5.1
8.5.2
8.5.3
8.6
8.7
8.7.1
8.7.2
8.7.3
8.8
8.9
9 :
9.1
9.2 9.3
9.4 HRIS 9.5 :
10: 21
-
7/21/2019 Bs27_2009
5/154
5
2
1 :
1.1 1.2
1.3
1.4
1.5
2 :
3 :3.1
3.2
3.3
3.4 3.5
3.6
3.7
3.8
3.9
-
7/21/2019 Bs27_2009
6/154
6
-
7/21/2019 Bs27_2009
7/154
7
1 .
1.1
.
:
)
,
.
.) , ,
,
.
,
,
.) -
, :
.
,
,
, .
., , :
,
.
-
7/21/2019 Bs27_2009
8/154
8
1.2
, ,
,
. Frederic Taylor (1911) Henri Fayol (1918) . Taylor, , ,
- .
,
. , , , LutherGulick
: , , ,
, , . Herbert Simon (1949)
:
,
.
.
, ,
. O Simon , .
. (
)
. ,
.,
, ., ,
. . ,
, ,
,
, ,
, , ..
-
7/21/2019 Bs27_2009
9/154
9
1.3 ,
1.3.1
.
, ,
,
.
G.Hamel C.K.Prahalad Competing for the Future. , .
, .
, ,
,
. , ,
.
, , ,
.
,
.
.
:
1.
2. 3. 4.
-
7/21/2019 Bs27_2009
10/154
10
1.3.2
:
I. II.
III. IV. V.
1.3.3
1. . :
2. . :
3. . :
4. . :
-
7/21/2019 Bs27_2009
11/154
11
5. . :
,
,
6. , . :
1.3.4
.
I. .
II. .III. .
, :
1)
2)
-
7/21/2019 Bs27_2009
12/154
12
-
7/21/2019 Bs27_2009
13/154
13
2 .
:1.
;2. ;
3. ;
;
,
.
, .
.
,
,
, .
;
.
:
I.
II. .
, ,
, , , , , .
III. .
.
IV.
.V.
,
,
.
-
7/21/2019 Bs27_2009
14/154
14
;
.
.
.
,
, .
.
:
.
(corporate personnel)
-
7/21/2019 Bs27_2009
15/154
15
3 .
, , , ,
.
. ,
,
.
.
.
,
, , .
, , :
3.1
.
, .
,
, , .
:
1.
-
7/21/2019 Bs27_2009
16/154
16
2.
3.
4.
. ,
,
. ,
,
.
,
.
,
.
.
3.1.1
. , ,
.
,
,
.
:
...
,
,
,
.
Armstrong (2000),
:1.
-
7/21/2019 Bs27_2009
17/154
17
,
2.
3. 4.
5. .
, , ,
, ,
.
.
3.2
, ,
.
.
,
( ),
, , .
, ,
, , ,
.
:
.
,
.
.
, ,
.
-
7/21/2019 Bs27_2009
18/154
18
:
1. 2. 3.
4.
5. .
(
) .
,
, ,
. , , . ,
.
, ,
.
,
.
, . ,
, . ,
.
,
,
. ,
, ,
, ,
.
3.2.1
.
, ,
. ,
-
7/21/2019 Bs27_2009
19/154
19
.
,
.
, .
.
,
.
,
, :
.
.
.
.
,
;
, ,
.
,
.
(
)
.
, . Swiss Bank Ingersoll-Rand, , focus-groups .
,
,
.
, .
-
7/21/2019 Bs27_2009
20/154
20
,
.
, ,
.
,
.
.
:
,
, , , , , ..., , ,
(.., , , ),
,
.
, ,
,
,
- .
3.2.2
.
.
.
.
.
, ,
-
7/21/2019 Bs27_2009
21/154
21
.
,
.
,
:. :
. ,
.
. :
,
.
, .
,
.
:
, - ,
.
. :
-
Internet
-
7/21/2019 Bs27_2009
22/154
22
3.3
( ) ,
, ,
,
. , .
.
, ,
,
.
, .
,
,
,
, , ...
,
.
,
, ,
, , .
:
. .
.
.
.
.
.
.
.
, .
-
7/21/2019 Bs27_2009
23/154
23
,
, .
.
, -
, , ,
.
(.
). ,
,
.
.
: .
-
7/21/2019 Bs27_2009
24/154
24
3.3.1
.
1.
:
)
,
.
)
,
.
. ,
.
:
.
,
.
. ,
. . ,
,
.
.
, , . , ,
. ,
,
.
2.
,
,
. ,
,
,
.
,
.
-
7/21/2019 Bs27_2009
25/154
25
. ,
.
:
. .
. , .
.
- . , .
,
.
(
)
3.
.
( 30%).
,
. :
)
) ,
)
,
)
.
::
.
-
7/21/2019 Bs27_2009
26/154
26
. , ,
.
,
, .
.
.
.
, ,
,
.
.
, .
.
,
. ,
.
, .
,
,
.
.
:
.
.
.
. ,
,
.
,
.
,
.
-
7/21/2019 Bs27_2009
27/154
27
,
.
.
:
(
) .
, ,
.
.
.
.
,
. , :
)
)
) -- )
, .
, ,
.
( ) .
. ,
.
.
,
,
.
.
.
videoconferencing,
.
-
7/21/2019 Bs27_2009
28/154
28
4. Tests
,
. ,
. , .
.
.
.
.
. :
, IQ , ,
. , ,, , .
. ,
.
.
.
,, .
.
, ,
. .
, .
.
/ . , ,, ,
, ...
-
7/21/2019 Bs27_2009
29/154
29
5. .
:
(, ,
...) . (,
...) .
, ,
, , .
.
6. .
.
.
, .
,
.
7.
.
,
.
.
. , ,
, ,
. , ,
,
,
:
-
-
7/21/2019 Bs27_2009
30/154
30
.
-
7/21/2019 Bs27_2009
31/154
31
4 .
4.1.
.
.
.
. , ,
,
. ,
.
:
, , , .
,
,
,
. ,
. , .
. :
.
. :
.
.
, .
, ,
.
,
.
, , .
.
, ,
. .
-
7/21/2019 Bs27_2009
32/154
32
4.2.
4.2.1 Maslow (1954)
, Abraham Maslow, ,
:
) (, , ...),) (
),
) (, ...),) ( , , , ) ) (
) .
, .
Maslow .
: Maslow .
Maslow, , , , ,
-
7/21/2019 Bs27_2009
33/154
33
. ,
, ,
.
.
Maslow
, . ,
, ,
. ,
.
Maslow :)
.
.
) , ,
, , .
.)
,
. ,
,
.
. ,
.
4.2.2 - , Herzberg (1957)
O Herzberg, , :
. , ,
, , ,
, , .
,
, .
,
, , ,
. ,
, , , .
-
7/21/2019 Bs27_2009
34/154
34
Herzberg .
,
.
, . , Herzberg (
),
.
, , .
, , , . Herzberg ,
200, , .
, ,
. , , , ,
. , , Herzberg . ,
,
. - . ,
Herzberg . Herzberg
. , ,
.
,
,
, .
4.2.3 , Adams(1965)
J.S. Adams
. ,
.
,
, .. , , , ...
-
7/21/2019 Bs27_2009
35/154
35
Adams () () () (),
. :
x x =
, , :
, , , , , . ,
:
,
. ,
, , , ,
, .
, ,
. ,
, , .
. , , ,
.
Adams - , .
4.2.4
VictorVroom(1964) . : )
, )
)
.
:
I. ( )
II. ()
III.
:
-
7/21/2019 Bs27_2009
36/154
36
= x x
, , .
, ,, .
. ,
, :
, , ,
.
, ,
.
Porter Lawler (1968) Vroom ,
.
, , , , .
,
.
.
, ,
, ,
, , ,
. ,
. , , . , --
- , . ,
Porter Lawler . ,
.
-
7/21/2019 Bs27_2009
37/154
37
4.2.5 , LathamLocke (1979)
Latham Locke , ,
. ,
, , :
I. .
II.
.
III. :) ,
) ,)
) .
IV. ,
.
V. .VI.
,
.
VII. : ,
, ,
.
VIII. ,
.
,
.
, .
4.3
, , , ,
.
,
,
, .
-
7/21/2019 Bs27_2009
38/154
38
,
. , , ,
- .
. , ,
. ,
.
, , , , ,
.
4.4.
,
. .
; . ,
.
, .
, ,
,
. ,
, ,
,
, . ,
. , ,
- , , .
, , .
,
.
( ) ,, .
-
7/21/2019 Bs27_2009
39/154
39
5.
5.1
.
.
, ,
.
,
.
,
,
,
.
. ,
,
,
,
,
.
,
.
, ,
:
.
, .
,
:
: ,
, ,
, .
:
. ,
-
7/21/2019 Bs27_2009
40/154
40
, .. , , , ...
: .
.
, ,
.
, . , ,
/ .
, competency-based training . Competency 126 10 :
1. 2. / 3. 4. 5. 6. 7. 8. / 9. 10.
5.2
. :
:
, ,
.
, , .
,
.
:
-
7/21/2019 Bs27_2009
41/154
41
,
.
,
- ,
Maslow . :
,
.
:
, . ,
, ,
.
: ,
,
. ,
,
.
,
.
:
,
.
,
.
. :
.
: ,
,
.
-
7/21/2019 Bs27_2009
42/154
42
5.3 . ,
.
, , .
,
, ,
.
:
-
-
-
7/21/2019 Bs27_2009
43/154
43
.
5.3.1 1
.
.
. ,
.
. ..
:
.
:
.
, .
: , , ,
.
.
.
5.3.2 2
.
,
, ,
, ,
.
1. :
,
,
.
.
2. : ,
-
7/21/2019 Bs27_2009
44/154
44
,
,
.
:
- ,
3. :
: () () , .
. ,
, . ,
.
4. :
,
.
:
, ,
, .
,
, .
.
,
,
.
5. .
5.3.3. 3
:
1.
.
.
. , .
-
7/21/2019 Bs27_2009
45/154
45
.
( ).
,
.
2. (coaching)
.
,
.
.
:
, .
3. (Mentoring)
.
mentoring
. :
, ,
.
4.
.
,
,
. ,
.
-
7/21/2019 Bs27_2009
46/154
46
,
.
.
5.
.
, .
. ,
:
,
.
.
, , , .
.
, .
.
.
6.
. ,
.
.
. ,
. .
. ,
,
.
.
, ,
,
.
-
7/21/2019 Bs27_2009
47/154
47
7.
.
,
.
,
,
,
.
8.
,
.
,
.
,
.
, , ,
,
,
, ,
, .
.
9.
,
.
,
.
, ,
-
7/21/2019 Bs27_2009
48/154
48
.
. ,
,
, .
10.
.
.
, ,
. ,
, , ,
.
,
. , , . ,
,
.
11.
,
.
312 , . , , ,
.
,
,
. ,
.
12. Projects
.
,
,
. projects,, , ,
..., ,
-
7/21/2019 Bs27_2009
49/154
49
,
.
13.
:
(time management)
(stress management)
(creativity training)
- (assertiveness training)
(diversity training)
(Work-lifebalance)
, ..
90 assertiveness training, . diversity training ,
.
.
,
,
(e-learning).
.
.
,
( cd-rom ). , , , ..
: ,
,
. ,
,
.
(. e-learning) , ,
, ,
. ,
,
, ,
, .
, .
-
7/21/2019 Bs27_2009
50/154
50
e-learning : .
.
, , ,
, , . ,
,
,
.
,
,
, , .,
,
.
, . , , .
, , . . .
, ,
,
,
,
,
,
,
, CD-ROM ,
-
7/21/2019 Bs27_2009
51/154
51
5.3.4 4
, , ,
.
.
.
5.3.5 5
,
.
. , , , :
1. , ,
;
,
. ,
.2. ;
,
. , ,
. , ,
.
:
.
.
-
7/21/2019 Bs27_2009
52/154
52
,
.
,
.
,
, ,
.
,
,
, . , ,
. .
-
7/21/2019 Bs27_2009
53/154
53
6 .
6.1
.
. , ,
, , . , , .
.
.
:
.
,
.
6.2
, , .
:
1.
,
, .
, , ,
-
7/21/2019 Bs27_2009
54/154
54
,
,
.
2.
.
, .
.
3.
6.3
6.3.1 (Comparative procedure)
, , .
:
1. (ranking procedures). (straightprocedure). ,
.
.
2. (Alternative ranking).
.
3. (Forced distribution). .
:
10% 20%
40% 20%
-
7/21/2019 Bs27_2009
55/154
55
10%
, .
,
.
.
6.3.2 (Absolute standards)
. : ) , )
.
1. ( Qualitative methods) (Critical incidents).
, .
.
2. (Quantitative methods)
.
(Conventional Rating).
.
.
6.3.3 (Management by
objectives/MBO)
McGregor . :
, .
.
-
7/21/2019 Bs27_2009
56/154
56
:
1.
.
. , ,
.
2. .
.
3. . .
.
.4.
.
6.3.4
, .
,
.
1.
.
(.. )
(.. ).
,
.
2.
.
.
-
7/21/2019 Bs27_2009
57/154
57
6.4
, ,
:
)
:
.
. ,
,
. .
.
, , ,
, , ,
.
:
i)
- .ii)
, , -,
.
, .
,
-
7/21/2019 Bs27_2009
58/154
58
. ,
,
.
, .
. v
.
,
.
.
.
,
.
.
,
.
. .
,
.
)
(.. )
(.. ).
,
.
) ( )
-
7/21/2019 Bs27_2009
59/154
59
,
.
.
, ,
,
.
,
.
,
.
,
.
.
-
7/21/2019 Bs27_2009
60/154
60
-
7/21/2019 Bs27_2009
61/154
61
7 .
.
7.1
.
, , ,
.
, .
.
,
. , ,
, , ,
. ,
:
.
, ,
.
.
. .
.
.
.
.
-
7/21/2019 Bs27_2009
62/154
62
: .
7.2 .
.
.
:
()
,
.
(.. , , )
(.. , , ,)
1.
2.
3.
4.
5.
6.
7.
1.
2.
3.
4.
-
7/21/2019 Bs27_2009
63/154
63
:
: .
7.2.1
. ,
,
,
.
,
. ,
. ,
(,, , , , ...) .
,
.
.
. () ,
,
.
, ,
(.. 500 , 5 ) .
-
*
-Bonus-
* -*
*
*
*
* * -* * * * -
* ...
-
7/21/2019 Bs27_2009
64/154
64
() ,
. ,
, .
,
, .
.
- .,
.
.
1000
1250 . , 1000
1250 ,
.
, .
,
- . ,
, .
,
,
.
.
7.2.2
,
.
- .
7.2.2.1 :
.
. , ,
.
.
, , ,
-
7/21/2019 Bs27_2009
65/154
65
.
.
7.2.2.2 :
. :
.
- , .
30% 70% .
,
.
.
( , ) .
.
,
,
, .
,
.
. , , ,
,
.
.
, ,
.
( , )
, . , ,
. ,
.
.
, .
: )
)
-
7/21/2019 Bs27_2009
66/154
66
,
.
7.2.3
. , , .
, .
, ,
,
.
. , : , ,
,
.
,
, .
.
7.2.4
.
.
, :
, .
.
, ( ).
( ,
, ) .
( , - ,
..) .
( , ) .
(, ...)
-
7/21/2019 Bs27_2009
67/154
67
( , ..) .
.
,
., .
7.3 .
( )
. ,
,
:
.
, ,
. ,
,
, . ,
,
, , ,
, , ...
. , , .
, , /
. ,
, ,
( 4 )
, . .
, ,
. ..
.
, .
/ .
,
.
( ) .
-
7/21/2019 Bs27_2009
68/154
68
, ,
.
(
.. )
, .
. , .. , ,, ..., .
. ,
.
.
,
.
. (.. , , , , ...)
, , ... ,
.
.
() . (
)
, .
,
, , ,
, . : ,
.
7.4
7.4.1
.
,
. :
(Equity Theory) : ,
, .
-
7/21/2019 Bs27_2009
69/154
69
, , , , ,
...
, , , , ... ,
(
), ( ) . ,
,
, . .
,
( ) .
(Expectancy Theory) : ,
, , .
, ,
.
,
- .
.
/ Herzberg : Herzberg,
. Herzberg , ,
. , ,
.
.
,
. , ,
, ...
Herzberg -. , , ,
, ...
Herzberg, , ,
.
.
, - .
-
7/21/2019 Bs27_2009
70/154
70
7.5
, .
, ,
.
.
. , ,
.
.
.
,
.
,
.
.
.
.
.
, ,
.
.
.
.
7.6
. ,
,
-
7/21/2019 Bs27_2009
71/154
71
,
.
, ,
, ,
, .
, .
.
,
,
, .
.
.
, .
. ( ,
)
.
.
.
, , . ,
.
.
.
,
.
.
.
.
.
.
.
-
7/21/2019 Bs27_2009
72/154
72
.
,
.
, , . .
.
.
.
, .
, .
,
.
,
.
.
-
7/21/2019 Bs27_2009
73/154
73
8 .
.
,
.
, ,
, .
8.1
,
.
, ,
,
.
,
, ,
, .
,
.
8.2
,
. , :
.
.
, .
: ) , )
-
7/21/2019 Bs27_2009
74/154
74
, ) )
.
.
) )
) .
) ,
)
.
. :)
, )
, )
, )
, , . ,
)
, )
, )
, ) ,
.
8.3
,
,
.
8.3.1
,
. , , , .
.
.
:
, , , ,
-
7/21/2019 Bs27_2009
75/154
75
.
,
. ,
.
,
.
.
.
8.3.2
, ,
.
, , , ,
.
8.4
, . .
:
50
.
.
, ,
:
.
,
,
.
.
.
-
7/21/2019 Bs27_2009
76/154
76
,
. ,
.,
, ,
, .
:
, ,
...
,
.
,
. , , . ,
.
8.5
, , , .
8.5.1
. :
(
, , ,
, ,
).
-
7/21/2019 Bs27_2009
77/154
77
(
,
,
, , ...).
. .
.
, .
8.5.2
, ,
,
. :
, ,
, , ,
, .
, .
8.5.3
.
:
(, , ,
...)
(, , ) (
, )
(
, )
8.6
, ,
. :
-
7/21/2019 Bs27_2009
78/154
78
, .
( ,
)
,
, ,
, - .
.
.
.
.
8.7
8.7.1
.
,
,
. .
1.
,
, , , , ,
... , ,
, ,
. ,
,
.
2.
, ,
, ,
, .
-
7/21/2019 Bs27_2009
79/154
79
,
, ... , ,
.
, ,
/ .
3.
:
/
/
,
/
,
,
.
,
.
8.7.2
. , ,
:
,
,
,
,
,
-
7/21/2019 Bs27_2009
80/154
80
,
,
8.7.3
.
. ,
, ,
,
.
, , . ,
.
,
,
.
.
8.8
, ,
.
:
, , ,
, .
,
,
, ,
-
7/21/2019 Bs27_2009
81/154
81
8.9
, .
, ,
. ,
,
.
, , . , , ,
,
.
. , .
. , ,
: ,
, , , ,
. , , ,
.
.
.
, , ,
. , , .
, , ,
.
, ,
, ,
.
-
7/21/2019 Bs27_2009
82/154
82
. , ,
:
.
.
.
.
,
.
, , , .
. ,
.
.
-
7/21/2019 Bs27_2009
83/154
83
9.
/
.
(Human Resource Information Systems- HRIS),
.
,
, .
9.1 HRIS
, ,
, , (Fisher,Schoenfeldt and Shaw, 1999) . HRIS ,
, .
HRIS :
, ,
,
,
.
HRIS ,
, .
,
.
HRIS, . software
,
,
. , ,
,
, ,
-
7/21/2019 Bs27_2009
84/154
84
. HRIS keywords, ,
,
,
. HRIS
. /
,
.
, , HRIS
. HRIS,
. ,
. , HRIS .
9.2
HRIS / :
:
.
. , ,
, , ,
.
, , ,
. ,
.
.. , ,
.
: module () HRIS - . . ,
:
, , ,
, ...
/ :
. , referential integrity ,
-
7/21/2019 Bs27_2009
85/154
85
.
,
.
,
.
.. 124 5.000.000 $ .Modules : modules (
), . module, , ,
, ..
, modules, .
() modules , ,
(bonus), ,
.
Query Programs : HRIS
. ,
.
(query) HRIS
,
, ,
.
-
7/21/2019 Bs27_2009
86/154
86
: (HRIS)
9.3
-
1. HRIS2.
3. HRIS
:
1. , 5 10 .
2. ,
, , ,
,
HRIS, , .
3. , software, , , hardware .
4.
( ,
&
..
& ;
.. ;
;
-
7/21/2019 Bs27_2009
87/154
87
, ,
)5. :
,
, .
.
6. .7. , ,
.
8. : .
, .
9. : : , , ..
:William Dickmeyer ,2000
9.4 HRIS
/ .
/ HRIS .
:
HRIS. ,
HRIS. ,
. modules .
.
:
HRIS . ,
HRIS. HRIS
-
7/21/2019 Bs27_2009
88/154
88
.
. modules HRIS
,
. HRIS ,
.
,
,
.
.
.
HRIS , .
,
HRIS .
5%
50%
94%
64%
94%
94%
94%
94%
94%
: HRIS .
:
/
. ,
.
. ,
.
-
7/21/2019 Bs27_2009
89/154
89
, . ,
, ,
, . ,
. /
. /
.
, HRIS
.
.
:
modules HRIS ,
, ,
.
(distance & computer aided learning). Watson Wyatt ( ), .
, ,
.
.
.
/
,
, .
/
-
7/21/2019 Bs27_2009
90/154
90
. ,
,
, .
. , & Ts Leadership Continuity Program Tracking System 3000
275000 41 . 130
.
:
.
. HRIS
.
.
Performance Track 1990. 15
. , ,
.
,
. , ,
.
,
.
. ,
.
,
.
-
7/21/2019 Bs27_2009
91/154
91
:
HRIS .
.
. , , modules , .. , . ,
..
,
.
.
,
. Lockheed Missiles SpaceCompany
meritfunds*. merit funds
.
.
.
.
( )
,
.
HRIS, , . ,
cafeteria-style** . /
.
,
. ,
*Merit funds : .
**Cafeteria-Style : () , , .
-
7/21/2019 Bs27_2009
92/154
92
,
.
Self-Service HRM .
1.2.
3.
4.
5.
6.
7.
: HRIS .
:
General Dynamics, modules HRIS Healthnet System. ,
. : , ,
,
. /
,
,
.
9.5 :
HRIS. ,
,
,
, .
0
10
20
30
40
50
60
70
80
90
100
1 2 3 4 5 6 7
%
-
7/21/2019 Bs27_2009
93/154
93
, .
. HRIS . HRIS
.
.
.
.
HRIS
.
. ,
. HRIS
.
.
.
:
.
.
.
.
, ,
... .
. ,
-
7/21/2019 Bs27_2009
94/154
94
,
.
.
.
.
-
7/21/2019 Bs27_2009
95/154
95
10.
: 21
. ,
,
.
, ,
:
.
, .
:
,
,
.
.
.
,
,
.
, ,
.
( Vollmann andBrazas). , , ,
,
, .
.
-
7/21/2019 Bs27_2009
96/154
96
,
.
.
,
.
,
,
.
, , , .
, ,
. .
, ,
,
.
.
,
.
, .
;
:
, .
.
.
;
;
.
,
.
:
;
.
-
7/21/2019 Bs27_2009
97/154
97
,
, , .
.
,
, . , , ,
,
. ,
.
,
.
.
:
.
,
,
, .
.
.
.
.
. ,,
.
.
.
.
o D. Guest (1987):
.
-
7/21/2019 Bs27_2009
98/154
98
-
7/21/2019 Bs27_2009
99/154
99
2
1 :
1.6 1.7
1.8
1.9
1.10
2 :
3 :3.10
3.11
3.12
3.13 3.14
3.15
3.16
3.17
3.18
-
7/21/2019 Bs27_2009
100/154
100
-
7/21/2019 Bs27_2009
101/154
101
1 .
1.1
(, ,
, ...).
.
. , ,
, .
, :
-
7/21/2019 Bs27_2009
102/154
102
0
25
50
75
100
(%)
(outsourcing)
&
/
: 11.348
: 8.339 : 3.009
.. 45,52.. 19,55
.. 41,83.. 15,12
-
7/21/2019 Bs27_2009
103/154
103
1.613 (14%) 2.222 (20%) 6.785 (60%) 728 (6%)
0
1000
2000
3000
4000
5000
6000
7000
1 2 3 4 5 6
1. 2952. 3.2473. 6264. 6.3605. 7326. 88
-
7/21/2019 Bs27_2009
104/154
104
32 171 847 1050
241 204 37
648
487
2.025
: 74,5% : 25,5%
-
7/21/2019 Bs27_2009
105/154
105
1.2
.
- , ,
,
.
1.3
2007, 3,5%
2006, 11.348 .
161
487
,
. 2006
241 ,
45 .
2007 :
30
50
20
0
20
40
60
80
100
(%)
25 25 45 45
-
7/21/2019 Bs27_2009
106/154
106
14741
1175511348
10000
10500
11000
11500
12000
12500
13000
1350014000
14500
15000
2005 2006 2007
1.4
,
,
, , , , , .
, , 400
. ,
.
.
-
7/21/2019 Bs27_2009
107/154
107
1.5
. ,
( ,
) .
2007
, ,
.
0
20
40
60
80
100
-
%
: 9%
: 55%
: 29% : 10 %
-
7/21/2019 Bs27_2009
108/154
108
-
7/21/2019 Bs27_2009
109/154
109
2 .
2007 :
487
(ISO 14001) ( 1801)
(ISO 9001) 11 , 127
BPM, ,
2008
:
(ISO9001, ISO 14001, 1801)
, (job rotation), ,
,
.
-
7/21/2019 Bs27_2009
110/154
110
-
7/21/2019 Bs27_2009
111/154
111
3 .
3.1
.
, .
, 2008
(job families).
, :
1. , 2. , 3. ,
3.2
. ,
,
. 2007, (, ,
...), .
11 2 13
2 2 39 1 40 154 25 179
651 201 852
452 10
2007 , , 147.398 ,
13,35 . 6.494 , 3096 , 582
2816 .
-
7/21/2019 Bs27_2009
112/154
112
2007, OTEAcademy :
Management 1440 2960 2290 2612 250
:
3.3
-, . -, ,
. ,
( ), .
,
: ,
, , ...
3.4
.
-
7/21/2019 Bs27_2009
113/154
113
1. (-)
2
2007, 5.343
2.
54 (, , )
20.000
3.
24
Franz Schubert ()
4. Europe Corporate Games ( , 19-21/10/2007)
71
9
15 3
( )
5. :
33
20.545
1.027 , / /
..)
3.5
. , ,
,
.
Academy .
, ,
-
7/21/2019 Bs27_2009
114/154
114
.
Academy, ,
, . ,
.
,
. ,
,
.
2007 , 6.800 , 2006
(3.500 ), :
(Customer Service)
, 830
.
3.6
,
.
, 2006-2007,
, . ,
, , ,
.
,
, ,
,
,
.
, , , ,
-
7/21/2019 Bs27_2009
115/154
115
.
,
.
,
,
.
:
,
,
,
,
2008-10, , (job families). :
, , , .
70
40
0 0
0
20
40
60
80
100
(%)
3.7
2007 ,
,
, .
.
-
7/21/2019 Bs27_2009
116/154
116
3.8
,
1801:2002 ( ),
.
,
, ,
(, , ...) .
2007,
:
/
, 1651 9 , 7
.
11.723 3.496 ,
7
52
0
20
40
60
80
100
1998 1999 2000 200 1 2002 2 003 2004 2005 2006 2007
1998 , 1999 , 2000 ,
2001 , 2002 .
2007,
, ,
150 .
,
,
-
7/21/2019 Bs27_2009
117/154
117
, 63
, , 178 .
( )
0
500
1000
1500
2000
2500
3000
2003 2004 2005 2006 2007
:
2003 : 2631 , 2004 : 2073 , 2005 : 2315 , 2006 : 2181 , 2007 : 1548
.
3.9
,
:
Intranet
Intranet Site,
.
Intranet Site, 80% , .
Intranet Site, 2007,
, ,
.
2007 IntranetSite 8.109 (16.5% , 2006 ) .
e-mail
, ,
email. 2007,
, , ,
-
7/21/2019 Bs27_2009
118/154
118
. 2007 31 email ( 21 2006) . :
16 email
3
12 email /
2007
Chat. , ,
, .
15000 , ,
,
shops .
, 2007
,
(, fax, e-mail, , ) .
-
7/21/2019 Bs27_2009
119/154
119
. .
/ / ,
() .
:
. / ;
__ __
. , ;
__ __
-
7/21/2019 Bs27_2009
120/154
120
-
7/21/2019 Bs27_2009
121/154
121
I.
1.1 , , ;
___ ___ ___
1.2
:
. ___%
. ___%
. ___%
. ___%
100%
1.3 : . ___% __
( %
)
. ___% 25 __
___% 25 45 __
___% 45 __
. ___ . __
.
___% . __
1.4. ; ___ ___
1.4. , , ,
; ___ ___ ___
1.4. , ; (
)
. __1 . __2 . __3 . __4 . Marketing/ __5 . ( ) __6
1.5
; ___ ___
-
7/21/2019 Bs27_2009
122/154
122
1.6
( ). __1
. __2 . __3
. __4
1.7 (outsourcing)
;
. __0 __1 __2 __3 __4. __0 __1 __2 __3 __4. __0 __1 __2 __3 __4. __0 __1 __2 __3 __4. /
__0 __1 __2 __3 __4
. __0 __1 __2 __3 __4. __0 __1 __2 __3 __4. __0 __1 __2 __3 __4.
/ __0 __1 __2 __3 __4
1.8 :, ,
.
(Mission Statement) __2 __1 __0B. __2 __1 __0.
/ __2 __1 __0. __2 __1 __0. __2 __1 __0. __2 __1 __0.
() __2 __1 __0. __2 __1 __0
1.9 , ; (
). __3. __2. __1. __0
-
7/21/2019 Bs27_2009
123/154
123
1.10
, ; ( )
. __1 __2 __3 __4
.
__1 __2 __3 __4 .
__1 __2 __3 __4 .
__1 __2 __3 __4 .
__1 __2 __3 __4
1.11 ( ) ;.
(.. e-recruitment , ) __1
. , __2
. ,
__3
. * __4 *( 1.14)
1.12 ;
. __1 __0 . __1 __0 . __1 __0 . __1 __0 . __1 __0 . __1 __0 . __1 __0 . __1 __0
. ( , ) __1 __0 . __1 __0 . __1 __0 . , ,
__1 __0 . , : ____________________ ______________________________________________________________
1.13 ;
. - (Manager self-service)
(online ) __ __
-
7/21/2019 Bs27_2009
124/154
124
. - (Employee self-service) __ __(online ,
)
1.14 / ;( ) . __ . __ . __ . __ . __
1.15 ,
;
. __ __. __ __. __ __. __ __. ( ) __ __
1.16
, ; ( ).
_______________________________________________________________.
_______________________________________________________________.
________________________________________________________________
II.
2.1
( )
:
:
50+% __
25-49% __
10-24% __
0-9% __
0% __
0-9% __
10-24% __
25-49% __
50+% __
2.2. ,
;
-
7/21/2019 Bs27_2009
125/154
125
. __0 __1 __2 __3 __4. __0 __1 __2 __3 __4
. __0 __1 __2 __3 __4 . __0 __1 __2 __3 __4
. __0 __1 __2 __3 __4 .
__0 __1 __2 __3 __4 . __0 __1 __2 __3 __4 . ,
__0 __1 __2 __3 __4 ____________________________________________________________
2.2..
(outsourcing)
, ;
50%__ __ __ __ __ __
2.3
.
&
. __1 __0 __1 __0 __1 __0 __1 __0 .
__1 __0 __1 __0 __1 __0 __1 __0 .
__1 __0 __1 __0 __1 __0 __1 __0 .
__1 __0 __1 __0 __1 __0 __1 __0
.
- - __1 __0 __1 __0 __1 __0 __1 __0 .
__1 __0 __1 __0 __1 __0 __1 __0 .
__1 __0 __1 __0 __1 __0 __1 __0 . __1 __0 __1 __0 __1 __0 __1 __0
. __1 __0 __1 __0 __1 __0 __1 __0 . ,
:____________________________________________________
-
7/21/2019 Bs27_2009
126/154
126
2.4
.
&
.
__1 __0 __1 __0 __1 __0 __1 __0 .
__1 __0 __1 __0 __1 __0 __1 __0 . __1 __0 __1 __0 __1 __0 __1 __0 . __1 __0 __1 __0 __1 __0 __1 __0 . __1 __0 __1 __0 __1 __0 __1 __0 . __1 __0 __1 __0 __1 __0 __1 __0 . __1 __0 __1 __0 __1 __0 __1 __0 . __1 __0 __1 __0 __1 __0 __1 __0
. __1 __0 __1 __0 __1 __0 __1 __0 . ,
:____________________________________________________
2.5
; :
:
. __1 __0 __1 __0 __1 __0 .
50 __1 __0 __1 __0 __1 __0 . __1 __0 __1 __0 __1 __0 . __1 __0 __1 __0 __1 __0 .
- - __1 __0 __1 __0 __1 __0 .
__1 __0 __1 __0 __1 __0 . 25 __1 __0 __1 __0 __1 __0
. ,
:_____________________________________________
-
7/21/2019 Bs27_2009
127/154
127
2.6
1-5% 6-10% 11-20% 21-50% >50% . -
- __0 __1 __2 __3 __4 __5 . __0 __1 __2 __3 __4 __5
. __0 __1 __2 __3 __4 __5 .
__0 __1 __2 __3 __4 __5 . __0 __1 __2 __3 __4 __5 .
(job sharing) __0 __1 __2 __3 __4 __5 . __0 __1 __2 __3 __4 __5 . __0 __1 __2 __3 __4 __5 .
__0 __1 __2 __3 __4 __5 . __0 __1 __2 __3 __4 __5
. __0 __1 __2 __3 __4 __5 .
__0 __1 __2 __3 __4 __5
III.
3.1 ; ,
;
. __ __ ___% __
. /
__ __ ___% __
. __ __ ___% __. __ __ ___% __
3.2 ,
;
&
. __1 __0 __1 __0 __1 __0 __1 __0.
__1 __0 __1 __0 __1 __0 __1 __0. __1 __0 __1 __0 __1 __0 __1 __0. __1 __0 __1 __0 __1 __0 __1 __0.
__1 __0 __1 __0 __1 __0 __1 __0. __1 __0 __1 __0 __1 __0 __1 __0
-
7/21/2019 Bs27_2009
128/154
128
. ,
:_______________________________________________________
3.3 ;
. __ __ . __ __. __ __. __ __
3.4 , ,
;
______________% __
3.5 ,
;
. ______ __. / ______ __. ______ __. ______ __
3.6.. ;\
___ ___
3.6.. ,
;
. __ __
.
__ __ . __ __
.
__ __ .
__ __ . / feedback __ __. / feedback __ __. (Return of investment) __ __
-
7/21/2019 Bs27_2009
129/154
129
3.7 :
. projects /
__0 __1 __2 __3 __4.
__0 __1 __2 __3 __4.
__0 __1 __2 __3 __4. (Networking) __0 __1 __2 __3 __4E.
__0 __1 __2 __3 __4. __0 __1 __2 __3 __4. __0 __1 __2 __3 __4
. __0 __1 __2 __3 __4
.
__0 __1 __2 __3 __4.
__0 __1 __2 __3 __4.
__0 __1 __2 __3 __4. __0 __1 __2 __3 __4. Mentoring __0 __1 __2 __3 __4
.
/(e-learning) __0 __1 __2 __3 __4. ,
:_______________________________________________________
3.8
;
1.___________________________________________________________________2.___________________________________________________________________3.___________________________________________________________________
V.
4.1 ( )
&
. /
__1 __0 __1 __0 __1 __0 __1 __0. __1 __0 __1 __0 __1 __0 __1 __0
-
7/21/2019 Bs27_2009
130/154
130
. __1 __0 __1 __0 __1 __0 __1 __0.
__1 __0 __1 __0 __1 __0 __1 __0. __1 __0 __1 __0 __1 __0 __1 __0. ,
:______________________________________________________
4.2 ; (
)
&
.
__1 __0 __1 __0 __1 __0 __1 __0. __1 __0 __1 __0 __1 __0 __1 __0
. __1 __0 __1 __0 __1 __0 __1 __0
. __1 __0 __1 __0 __1 __0 __1 __0. __1 __0 __1 __0 __1 __0 __1 __0. Bonus
/
__1 __0 __1 __0 __1 __0 __1 __0. Bonus
/
__1 __0 __1 __0 __1 __0 __1 __0
4.3 ;
. __1 __0. __1 __0. __1 __0. __1 __0. __1 __0. * __1 __0. __1 __0. __1 __0
. __1 __0
* , ,
.
-
7/21/2019 Bs27_2009
131/154
131
V.
5.1 , ,
;
0% __1 1-10% __2 11-25% __3 26-50% __4 51-75% __5 76-100% __6 __7
5.2. ;
__0 __1 __2 __3 __4
5.2.
;
__3 __2 __1
5.3 ;
__ __
5.4
(works council) ;
__ __
5.5 ;
__ __
5.6 ,
;
.
__0 __1 __2 __3 __4.
__0 __1 __2 __3 __4
. __0 __1 __2 __3 __4
-
7/21/2019 Bs27_2009
132/154
132
. / __0 __1 __2 __3 __4. __0 __1 __2 __3 __4 . ,
:_____________________________________________________
5.8
; ( )
&
.
__1 __0 __1 __0 __1 __0 __1 __0.
__1 __0 __1 __0 __1 __0 __1 __0
. __1 __0 __1 __0 __1 __0 __1 __0
5.9
;`
.
__0 __1 __2 __3 __4.
__0 __1 __2 __3 __4.
__0 __1 __2 __3 __4.
__0 __1 __2 __3 __4.
__0 __1 __2 __3 __4.
__0 __1 __2 __3 __4. __0 __1 __2 __3 __4.
__0 __1 __2 __3 __4
. __0 __1 __2 __3 __4
-
7/21/2019 Bs27_2009
133/154
133
VI. /
6.1. :
__1 __ __
__2 , :
. __ . __ . __
__3 __4
__5 :________________________________
6.1.
;
__ __
6.2
:. , , , __. __. ,
__. , , ,
, , __. (.. , , , , ,
, , ...) __. __. , , , __. (.. , ,
..) __. , , , __. , , __. __. (.. , ,
...) __. __. __. __. , :______________________________________
6.3 ;_______% __
6.4
.
. __5. __4
-
7/21/2019 Bs27_2009
134/154
134
. __3. __2. __1
6.5 ,
;
.. .. .. ..
. __1 __2 __3 __4 __5. __1 __2 __3 __4 __5. __1 __2 __3 __4 __5
. __1 __2 __3 __4 __5
.
__1 __2 __3 __4 __5.
__1 __2 __3 __4 __5
6.6 /
; ( ). __1. __2. __3. __4. __5
6.7 :
__3 __2 __1
6.8
; ( )
. __1 __0. __1 __0. __1 __0. __1 __0. __1 __0
6.9 , ( 8)
; ( )
. __
. __. __
-
7/21/2019 Bs27_2009
135/154
135
. __
6.10 ;
(
)
6.11
( ) ,
.
. __1 __2 __3 __4. __1 __2 __3 __4. __1 __2 __3 __4. __1 __2 __3 __4. __1 __2 __3 __4. __1 __2 __3 __4
6.12 __________
: Granfield School of Management (GRANFIELD , BEDFORD MK43 OAL ,ENGLAND)
-
7/21/2019 Bs27_2009
136/154
136
-
7/21/2019 Bs27_2009
137/154
137
. .
/ / ,
() .
:
. / ;
_ __
. , ;__ _
-
7/21/2019 Bs27_2009
138/154
138
-
7/21/2019 Bs27_2009
139/154
139
I.
1.4 , , ;
11.348_ 8.339_ 3.009_
1.5
:
. 24_%
. 36_%
. 30_%
. 10_%
100%
1.6 : . 3,5% __
( %
)
. 30_% 25 __ 50_% 25 45 __
20_% 45 __ . ___ . _
.
35_% . __
1.4. ; _ ___
1.4. , , ,
; 30_ 20_ 10_
1.4. , ; (
)
. __1 . __2 . __3 . __4 . Marketing/ __5 . ( ) __6________________________
1.10
; _ ___
-
7/21/2019 Bs27_2009
140/154
140
1.11
( ). __1
. __2 . __3
. __4
1.12
(outsourcing) ;
. __0 __1 __2 __3 __4. __0 __1 __2 __3 __4. __0 __1 __2 __3 __4. __0 __1 __2 _3 __4. /
__0 _1 __2 __3 __4
. __0 _1 __2 __3 __4. __0 __1 __2 _3 __4. __0 __1 __2 _3 __4.
/ __0 __1 __2 __3 __4
1.13 :, ,
.
(Mission Statement) __2 __1 __0B. __2 __1 __0.
/ __2 __1 __0. __2 __1 __0. __2 __1 __0. __2 __1 __0.
() __2 __1 __0. __2 __1 __0
1.14 , ;
( ). __3. __2. _1. __0
-
7/21/2019 Bs27_2009
141/154
141
1.10
, ; ( )
. __1 __2 __3 __4
.
__1 __2 __3 __4 .
__1 __2 __3 __4 .
__1 __2 __3 __4 .
__1 __2 __3 __4
1.17 ( ) ;.
(.. e-recruitment , ) __1
. , __2. ,
__3. * __4
*( 1.14)
1.18 ;
. __1 __0 . __1 __0 . __1 __0 . __1 __0 . __1 __0 . __1 __0 . __1 __0 . __1 __0
. ( , ) __1 __0 . __1 __0 . __1 __0 . , ,
__1 __0 . , : ____________________ ______________________________________________________________
1.19 ;
. - (Manager self-service)
(online ) __ __
-
7/21/2019 Bs27_2009
142/154
-
7/21/2019 Bs27_2009
143/154
143
. __0 __1 __2 __3 __4. __0 __1 __2 __3 __4
. __0 __1 __2 __3 __4 . __0 __1 __2 __3 __4
. __0 __1 __2 __3 __4 .
__0 __1 __2 __3 __4 . __0 __1 __2 __3 __4 . ,
__0 __1 __2 __3 __4 ____________________________________________________________
2.2..
(outsourcing)
, ;
50%_ __ __ __ __ __
2.3
.
&
. _1 __0 _1 __0 _1 __0 __1 _0 .
_1 __0 _1 __0 _1 __0 __1 _0 .
_1 __0 _1 __0 _1 __0 __1 _0 .
__1 _0 __1 _0 __1 _0 __1 _0
.
- - _1 __0 _1 __0 _1 __0 __1 _0 .
__1 _0 __1 _0 __1 _0 __1 _0 .
__1 _0 __1 _0 __1 _0 __1 _0 . __1 _0 __1 _0 __1 _0 __1 _0
. __1 _0 __1 _0 __1 _0 __1 _0 . ,
:____________________________________________________
-
7/21/2019 Bs27_2009
144/154
144
2.4
.
&
.
_1 __0 _1 __0 _1 __0 __1 _0 .
_1 __0 _1 __0 _1 __0 __1 _0 . _1 __0 _1 __0 _1 __0 __1 _0 . __1 _0 __1 __0 __1 _0 __1 _0 . __1 _0 __1 __0 __1 _0 __1 _0 . __1 _0 __1 __0 __1 _0 __1 _0 . __1 _0 __1 __0 __1 _0 __1 _0 . __1 _0 __1 __0 __1 _0 __1 _0
. _1 __0 _1 __0 _1 __0 _1 __0 . ,
:____________________________________________________
2.5
; :
:
. __1 _0 __1 _0 __1 _0 .
50 __1 _0 __1 _0 __1 _0 . __1 _0 _1 __0 __1 _0 . __1 _0 __1 _0 __1 _0 .
- - __1 _0 __1 _0 __1 _0 .
__1 _0 __1 _0 __1 _0 . 25 _1 __0 _1 __0 _1 __0
. ,
:_____________________________________________
-
7/21/2019 Bs27_2009
145/154
145
2.6
1-5% 6-10% 11-20% 21-50% >50% . -
- __0 __1 __2 __3 _4 __5 . _0 __1 __2 __3 __4 __5
. _0 __1 __2 __3 __4 __5 .
_0 __1 __2 __3 __4 __5 . __0 __1 __2 _3 __4 __5 .
(job sharing) __0 _1 __2 __3 __4 __5 . _0 __1 __2 __3 __4 __5 . _0 __1 __2 __3 __4 __5 .
__0 __1 __2 _3 __4 __5 . _0 __1 __2 __3 __4 __5
. _0 __1 __2 __3 __4 __5 .
_0 __1 __2 __3 __4 __5
III.
3.1 ; ,
;
. __ _ 70_% __
. /
__ _ 40_% __. _ __ ___% __
. _ __ ___% __
3.2 ,
;
&
. _1 __0 _1 __0 _1 __0 __1 _0.
__1 __0 __1 __0 __1 __0 __1 __0. __1 _0 __1 _0 __1 _0 __1 _0. __1 _0 __1 _0 __1 _0 __1 _0.
__1 _0 __1 _0 __1 _0 __1 _0. __1 _0 __1 _0 __1 _0 __1 _0
-
7/21/2019 Bs27_2009
146/154
146
. ,
:_______________________________________________________
3.3 ;
. _ __. _ __. _ __. _ __
3.4 , ,
;
______________% _
3.5 ,
;
. 10____ __. / ______ _. ______ _. ______ _
3.6.. ;\
__ ___
3.6.. ,
;
. _ __
.
_ __. _ __
.
__ _.
_ __. / feedback __ _. / feedback __ _. (Return of investment) __ _
-
7/21/2019 Bs27_2009
147/154
147
3.8 :
. projects /
_0 __1 __2 __3 __4.
_0 __1 __2 __3 __4.
_0 __1 __2 __3 __4. (Networking) __0 __1 __2 _3 __4E.
_0 __1 __2 __3 __4. _0 __1 __2 __3 __4. _0 __1 __2 __3 __4
. __0 __1 _2 __3 __4
.
__0 _1 __2 __3 __4.
_0 __1 __2 __3 __4.
_0 __1 __2 __3 __4. _0 __1 __2 __3 __4. Mentoring _0 __1 __2 __3 __4
.
/(e-learning) __0 _1 __2 __3 __4. ,
:_______________________________________________________
3.8
;
1.___________________________________________________________________2.___________________________________________________________________3.___________________________________________________________________
V.
4.1 ( )
&
. /
_1 __0 _1 __0 _1 __0 __1 _0. __1 _0 __1 _0 __1 _0 __1 _0
-
7/21/2019 Bs27_2009
148/154
148
. __1 _0 __1 _0 __1 _0 __1 _0.
__1 _0 __1 _0 __1 _0 __1 _0. __1 _0 __1 _0 __1 _0 __1 _0. ,
:______________________________________________________
4.2 ; (
)
&
.
__1 _0 __1 _0 __1 _0 __1 _0. __1 _0 __1 _0 __1 _0 __1 _0
. __1 _0 __1 _0 __1 _0 __1 _0
. __1 _0 __1 _0 __1 _0 __1 _0. _1 __0 _1 __0 _1 __0 __1 _0. Bonus
/
_1 __0 _1 __0 _1 __0 __1 _0. Bonus
/
_1 __0 _1 __0 _1 __0 __1 _0
4.3 ;
. __1 _0. _1 __0. __1 _0. _1 __0. __1 _0. * _1 __0. __1 __0. _1 _0
. _1 __0
* , ,
.
-
7/21/2019 Bs27_2009
149/154
149
V.
5.1 , ,
;
0% __1 1-10% __2 11-25% __3 26-50% __4 51-75% __5 76-100% __6 _7
5.2. ;
__0 __1 _2 __3 __4
5.2.
;
__3 __2 _1
5.3 ;
_ __
5.4
(works council) ;
_ __
5.5 ;
_ __
5.6 ,
;
.
__0 __1 __2 __3 __4.
__0 __1 __2 __3 __4
. __0 __1 __2 __3 __4
-
7/21/2019 Bs27_2009
150/154
150
. / __0 __1 __2 __3 __4. __0 __1 __2 __3 __4 . ,
:_____________________________________________________
5.8
; ( )
&
.
_1 __0 _1 __0 __1 _0 __1 _0.
_1 __0 _1 __0 __1 _0 __1 _0
. _1 __0 _1 __0 __1 _0 __1 _0
5.9
;`
.
__0 _1 __2 __3 __4.
_0 __1 __2 __3 __4.
__0 _1 __2 __3 __4.
__0 _1 __2 __3 __4.
_0 __1 __2 __3 __4.
__0 _1 __2 __3 __4. __0 _1 __2 __3 __4.
__0 _1 __2 __3 __4
. __0 _1 __2 __3 __4
-
7/21/2019 Bs27_2009
151/154
151
VI. /
6.1. :
_1 _ __
__2 , :
. __ . __ . __
__3
__4
__5 :________________________________
6.1.
;
__ _
6.2
:. , , , __. __. ,
__. , , ,
, , __. (.. , , , , ,
, , ...) __. __. , , , __. (.. , ,
..) _. , , , __. , , __. __. (.. , ,
...) __. __. __. __. , :______________________________________
6.3 ;_______% _
6.4
.
. _5. __4
-
7/21/2019 Bs27_2009
152/154
152
. __3. __2. __1
6.5 ,
;
.. .. .. ..
. __1 __2 __3 _4 __5. __1 __2 __3 _4 __5. __1 __2 __3 _4 __5
. __1 __2 _3 __4 __5
.
__1 __2 _3 __4 __5.
__1 __2 __3 _4 __5
6.6 /
; ( ). __1. __2. __3. _4. __5
6.7 :
_3 __2 __1
6.8
; ( )
. __1 _0. __1 _0. __1 _0. __1 _0. __1 _0
6.9 , ( 8)
; ( )
. __
. __. __
-
7/21/2019 Bs27_2009
153/154
153
. __
6.10 ;
(
)
6.11
( ) ,
.
. __1 _2 __3 __4. __1 _2 __3 __4. __1 _2 __3 __4. __1 _2 __3 __4. __1 _2 __3 __4. __1 _2 __3 __4
6.12 __1949________
: Granfield School of Management (GRANFIELD , BEDFORD MK43 OAL ,ENGLAND)
-
7/21/2019 Bs27_2009
154/154
. Management: Team , 1992
. Management: , , , 2001
. , 3
. , . , 2003
. , : ROSILI
. , 2001
. , ,
1988