كتاب ادارة الجودة الشاملة كتاب رائع

1. ‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
٢٢٢٨٢٨‫א‬‫א‬

2. ‫א‬٢٢٨‫א‬

‫א‬‫א‬‫א‬‫א‬
 
 
 ،،‫א‬‫א‬،‫א‬W 
 
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W‫א‬
‫א‬‫א‬K 
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬،‫א‬K 
  ‫א‬ ‫א‬   ?‫א‬ ‫א‬ ‫א‬ ?   ? ‫א‬ ?
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K 
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬K 
 ‫א‬‫א‬‫א‬‫א‬‫؛‬
‫א‬K 
 
‫א‬‫א‬‫א‬‫א‬ 
 
 

3. ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
١

4. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‐١-
‫א‬‫א‬W‫א‬‫א‬‫א‬‫א‬‫א‬ 
‫א‬‫א‬W 
 ‫א‬‫א‬‫א‬‫א‬W 
 J‫א‬K 
 J‫א‬‫א‬
 J‫א‬K
 J‫א‬‫א‬‫א‬K
 J‫א‬‫א‬‫א‬‫א‬‫א‬K
 J‫א‬‫א‬‫א‬‫א‬‫א‬K
 J‫א‬‫א‬‫א‬‫א‬K
 J‫א‬‫א‬‫א‬‫א‬K
 J‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
 J‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
‫א‬‫א‬W‫א‬‫א‬‫א‬‫א‬‫א‬K 
 
‫א‬‫א‬‫א‬W‫א‬‫א‬100% 
 
‫א‬‫א‬‫א‬‫א‬WK 
 
‫א‬‫א‬‫א‬‫א‬W‫א‬‫א‬‫א‬K 

5. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‐٢-
 
١-١ 
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
F‫א‬‫א‬E‫א‬
F‫א‬‫א‬‫א‬E‫א‬‫א‬F‫א‬‫א‬
KE‫א‬‫א‬‫א‬
‫א‬‫א‬K 
١-٢‫א‬ 
‫א‬‫א‬‫א‬‫א‬
‫א‬?‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬?K‫א‬‫א‬‫א‬‫א‬
‫א‬K‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬K 
 
‫א‬W 
١-‫א‬W‫א‬‫א‬‫א‬‫א‬
٢-‫א‬W‫א‬‫א‬‫א‬‫א‬‫א‬K
٣-‫א‬W‫א‬‫א‬‫א‬‫א‬
K

6. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‐٣-
١-٣‫א‬ 
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬W 
١-‫א‬‫א‬K
٢-‫א‬‫א‬‫א‬K
٣-‫א‬‫א‬W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
٤-‫א‬W‫א‬‫א‬K
٥-‫א‬K
٦-‫א‬W‫א‬‫א‬‫א‬‫א‬‫א‬K
٧-‫א‬‫א‬‫א‬K
٨-‫א‬‫א‬K
‫א‬‫א‬‫א‬‫א‬W 
١-‫א‬W‫א‬‫א‬‫א‬‫א‬‫א‬K
٢-‫א‬‫א‬K
٣-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
٤-‫א‬‫א‬‫א‬‫א‬‫א‬K
٥-‫א‬‫א‬‫א‬K
٦-‫א‬W‫א‬‫א‬K 
١-٤‫א‬
 ‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬،
‫א‬‫א‬‫א‬K‫א‬

7. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‐٤-
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬K 
١-٥‫א‬ 
‫א‬FW‫א‬‫א‬١ J١‫א‬‫א‬E 
 
١-‫א‬‫א‬W‫א‬‫א‬‫א‬
W
‫أ‬-‫א‬W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬K
W‫א‬‫؟‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ 
 
‫ب‬-‫א‬W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬K
W‫א‬‫؟‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ 
٢-‫א‬‫א‬‫א‬‫א‬W
‫أ‬-‫א‬‫א‬‫א‬W‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
  W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫؟‬ 
‫ب‬-‫א‬‫א‬W‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬K
  W‫א‬‫؟‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ 
 
 
 

8. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‐٥-
 
‫א‬١ J١W‫א‬ 
 
 
 
 
 
 
 
 

9. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‐٦-
١-٦‫א‬‫א‬‫א‬ 
 ‫א‬ ‫א‬ ‫א‬  ‫א‬ ‫א‬ ‫א‬ ‫א‬‫א‬   
‫א‬‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬K 
١-٧‫א‬‫א‬‫א‬‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W 
١-‫א‬‫א‬‫א‬K
٢-‫א‬‫א‬‫א‬‫א‬‫א‬K
٣-‫א‬‫א‬K
٤-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬K
٥-‫א‬‫א‬‫א‬‫א‬‫א‬K
٦-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
٧-‫א‬  ‫א‬  ‫א‬  ‫א‬ ‫א‬‫א‬  ‫א‬ ‫א‬   
‫א‬K
٨-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬K 
١-٨‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
K‫א‬‫א‬‫א‬
‫א‬‫א‬W 
 

10. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‐٧-
١-‫א‬K
٢-‫א‬‫א‬‫א‬K
٣-‫א‬‫א‬K
٤-‫א‬‫א‬‫א‬‫א‬K
٥-‫א‬‫א‬‫א‬K
٦-‫א‬‫א‬K
‫א‬‫א‬‫א‬‫א‬K 
١-٩‫א‬‫א‬‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬W 
١-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
٢-‫א‬‫א‬K
٣-‫א‬‫א‬‫א‬K
٤-‫א‬‫א‬‫א‬‫א‬K
٥-‫א‬‫א‬‫א‬K
٦-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬F‫א‬–‫א‬–‫א‬KE 
١-١٠‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬
‫א‬‫א‬K 

11. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‐٨-
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
   ‫א‬  ‫א‬ ‫א‬F‫א‬‫א‬ ‫א‬  ‫א‬  E‫א‬  
 ‫א‬‫א‬FControl Charts E‫א‬ ‫א‬    ‫א‬    ‫א‬
‫א‬‫א‬‫א‬K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬K 
‫א‬‫א‬‫א‬FJUSEE‫א‬
‫א‬‫א‬‫א‬‫א‬
‫א‬ ‫א‬  ‫א‬ ‫א‬   ‫א‬ ‫א‬     
‫א‬‫א‬K‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬K 
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬K 
‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬K‫א‬
‫א‬‫א‬‫א‬
‫א‬K 
 ‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬K
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K 
 

12. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‐٩-
١-١١‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬K 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬K 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
K 
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬F١ J٢E 
 
‫א‬١ J٢W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬ 
 
 
 
 
 
 
 
 
‫اﻟﺸﺎﻣﻠﺔ‬ ‫اﻟﺠﻮدة‬ ‫إدارة‬
‫اﻷﻧﺸﻄﺔ‬ ‫ﺟﻤﻴﻊ‬.
‫واﻟﻤﺴﺘﻮﻳﺎت‬ ‫اﻷﻗﺴﺎم‬ ‫ﺟﻤﻴﻊ‬.
‫ﺟﻤﻴﻊ‬ ‫إﺷﺮاك‬‫اﻟﻌﺎﻣﻠﻴﻦ‬.
‫اﻷداء‬ ‫ﻗﻴﺎس‬‫ﻣﺴﺘﻤﺮة‬ ‫ﺑﺼﻔﺔ‬.
‫اﻟﺠﻮدة‬ ‫إدارة‬
‫ﻣﺘﻄﻠﺒﺎت‬ ‫ﺗﺤﺪﻳﺪ‬
‫اﻟﻌﻤﻼء‬.
‫اﻟﺘﺤﺴﻴﻦ‬‫اﻟﻤﺴﺘﻤﺮ‬
‫اﻟﻌﻤﻼء‬ ‫إرﺿﺎء‬.
‫اﻟﺠﻮدة‬ ‫ﺿﻤﺎن‬
‫ﻋﻤﻠﻴﺎت‬ ‫ﺗﻮﺛﻴﻖ‬
‫ﺑﺼﻮرة‬ ‫اﻟﺠﻮدة‬
‫ﻣﻌﻴﺎرﻳﺔ‬
‫اﻟﺠﻮدة‬ ‫ﺿﺒﻂ‬
‫ﺿﺒﻂ‬‫أﻧﺸﻄﺔ‬
‫اﻹﻧﺘﺎج‬ ‫أﺛﻨﺎء‬ ‫اﻟﺠﻮدة‬

13. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‐١٠-
١-١٢‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬K‫א‬W‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K 
‫א‬F١ J١E‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬K 
‫א‬١ J١W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
١‫א‬‫א‬‫א‬‫א‬
٢‫א‬‫א‬‫א‬‫א‬
٣‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
٤‫א‬
٥‫א‬‫א‬‫א‬
٦‫א‬‫א‬‫א‬‫א‬
٧‫א‬
٨‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
٩‫א‬‫א‬‫א‬
١٠‫א‬‫א‬
 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬F١EF٢E‫א‬W 
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬ ‫א‬         ‫א‬ ‫א‬      K
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬

14. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‐١١-
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬ ‫א‬  ‫א‬ ‫א‬‫א‬        
‫א‬‫א‬‫א‬‫א‬‫א‬K 
 
W‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬F١ J١EK 
١-١٣‫א‬‫א‬‫א‬‫א‬
١-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K 
٢-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬K 
٣-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬K 
٤-‫א‬‫א‬‫א‬‫א‬‫א‬K
٥-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K 
٦-‫א‬‫א‬‫א‬‫א‬‫א‬K 
٧-‫א‬‫א‬‫א‬K 
 
‫א‬‫א‬‫א‬‫א‬ 

15. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‐١٢-
‫א‬ 
 
١-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬K
٢-‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬K
٣-‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
٤-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬K
٥-،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬
،،‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬K
٦-‫א‬‫א‬W‫א‬،‫א‬‫א‬‫א‬،،‫א‬‫א‬‫א‬‫א‬
،‫א‬،‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬K
٧-‫א‬‫א‬‫א‬‫א‬W،‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬،،‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬K

16. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‐١٣-
 
 
F١EFE‫א‬‫א‬FE‫א‬‫א‬W 
 
FE‫א‬‫א‬‫א‬‫א‬KEF
FE‫א‬‫א‬‫א‬‫א‬KEF
FE‫א‬‫א‬‫א‬‫א‬‫א‬KEF
FE‫א‬‫א‬‫א‬‫א‬K EF
FE‫א‬‫א‬K EF
 
 
F٢E‫א‬‫א‬W 
)‫أ‬(‫א‬KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK،KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK
)‫ب‬(‫א‬‫א‬‫א‬‫א‬KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK،‫א‬KKKKKKKKKKKKKKKKKKKKKKKKK
)‫ج‬(‫א‬KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK،KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK
)‫د‬(‫א‬‫א‬‫א‬‫א‬KKKKKKKKKKKKKKKKKKKKKKKK‫א‬KKKKKKKKKKKKKKKKKKKKKKKKKKKK 
FE‫א‬‫א‬‫א‬KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK 
 
F٣E‫א‬‫א‬‫א‬FE‫א‬W 
 
FE‫א‬W 
١ J‫א‬K EF٢ J‫א‬‫א‬K EF
٣ J‫א‬K EF٤ J‫א‬K EF
 
FE‫א‬W 
١ J‫א‬K EF٢ J‫א‬K EF
٣ J‫א‬K EF٤ J‫א‬K EF
 
 

17. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‐١٤-
FE‫א‬‫א‬‫א‬W 
١ J‫א‬‫א‬KEF٢ J‫א‬‫א‬‫א‬KEF
٣ J‫א‬‫א‬KEF٤ J‫א‬‫א‬KEF
 
FE‫א‬‫א‬‫א‬W 
١ J‫א‬‫א‬‫א‬KEF٢ J‫א‬‫א‬٩٠٠٠KEF
٣ J‫א‬‫א‬‫א‬KEF٤ J‫א‬‫א‬‫א‬KEF
 
FE‫א‬‫א‬‫א‬‫א‬‫א‬W 
١ J EF٢ J EF
٣ J EF٤ J‫א‬ EF
 
F٤E‫א‬‫א‬‫א‬W 
‫أ‬-‫א‬‫א‬‫א‬‫א‬K
‫ب‬-‫א‬‫א‬‫א‬K
‫ج‬-‫א‬‫א‬‫א‬K 
‫د‬-‫א‬‫א‬‫א‬K 
 
F٥E‫א‬‫א‬‫א‬‫א‬W 
١-‫א‬K
٢-‫א‬‫א‬‫א‬K
٣-‫א‬K
٤-‫א‬‫א‬‫א‬K
F٦EW 
FE‫א‬KFE‫א‬KFE‫א‬‫א‬‫א‬ 
 
F٧E‫א‬‫א‬‫א‬‫א‬‫؟‬‫א‬‫א‬‫א‬‫א‬
 

18. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‐١٥-
 
 
 
‫א‬‫א‬‫א‬W 
‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬
K 
١-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫؟‬
٢-‫؟‬‫א‬‫א‬‫א‬‫א‬‫א‬ 
 
 
 
 
 
 
 
 
 
  

19. ‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬
٢

20. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬
-١٦-
‫א‬‫א‬W‫א‬ 
 
‫א‬‫א‬W 
 ‫א‬‫א‬‫א‬‫א‬W 
 J‫א‬K 
 J‫א‬‫א‬K
 J‫א‬‫א‬‫א‬‫א‬K
 J‫א‬K
 J‫א‬‫א‬K
 J‫א‬‫א‬K
‫א‬‫א‬W‫א‬‫א‬‫א‬‫א‬‫א‬K 
‫א‬‫א‬‫א‬W‫א‬‫א‬100%K 
‫א‬‫א‬‫א‬‫א‬WK 
‫א‬‫א‬‫א‬‫א‬W‫א‬‫א‬‫א‬K 

21. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬
-١٧-
 
١-١٤
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬K
١-١٥‫א‬ 
‫א‬F‫א‬E‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬K‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬K 
١-١٦‫א‬
١-‫א‬  ‫א‬ W   ‫א‬   ‫א‬
‫א‬،
‫א‬،،‫א‬،،
‫א‬K 
٢-‫א‬‫א‬ ‫א‬  W ‫א‬ ‫א‬    ‫א‬   
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬K 
٣-‫א‬‫א‬‫א‬‫א‬‫א‬W‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬ ‫א‬ ‫א‬    ‫א‬ ‫א‬‫א‬ ‫א‬ ‫א‬  ‫א‬
‫א‬‫א‬‫א‬‫א‬K 
٤-‫א‬ ‫א‬‫א‬ ‫א‬    ‫א‬ W‫א‬ ‫א‬  ‫א‬ ‫א‬ 
‫א‬‫א‬‫א‬FKey Performance IndicatorsE‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬ ‫א‬     ،   ‫א‬ ‫א‬  

22. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬
-١٨-
 ‫א‬  ‫א‬  ‫א‬  ‫א‬ ‫א‬   
‫א‬‫א‬‫א‬‫א‬K‫א‬‫א‬
‫א‬‫א‬ ‫א‬‫א‬Balance Score Cards‫א‬ ‫א‬‫א‬    ‫א‬
‫א‬‫א‬‫א‬FKPI'sE‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬K 
١-١٧‫א‬‫א‬‫א‬‫א‬ 
،‫א‬‫א‬‫א‬‫א‬
   ‫א‬‫א‬   ‫א‬  ،‫א‬ ‫א‬  ٩٠٠١W٢٠٠٠ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬
٦،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬F‫א‬E
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬K 
١-١٨‫א‬W
‫א‬‫א‬‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬K 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬  ‫א‬  ‫א‬ ‫א‬   ‫א‬     ‫א‬‫א‬  ‫א‬
‫א‬‫א‬،‫א‬‫א‬‫א‬،
‫א‬‫א‬‫א‬K 
 

23. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬
-١٩-
١-١٩‫א‬‫א‬‫א‬
١-‫א‬‫א‬‫א‬W
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬K 
٢-‫א‬‫א‬‫א‬‫א‬W
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬،‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬K 
٣-‫א‬FProcesses OwnersWE
 ‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬FEnd userKE
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬،
‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬
،‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
 ‫א‬،           
   ،‫א‬ ‫א‬‫א‬‫א‬  ‫א‬   ‫א‬  
 ‫א‬ ‫א‬    ‫א‬     
‫א‬‫א‬K 
٤-‫א‬‫א‬‫א‬W
   ‫א‬    ‫א‬‫א‬ ‫א‬ ‫א‬ 
‫א‬‫א‬K 
 

24. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬
-٢٠-
٥-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W
 ‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬‫א‬،‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬‫א‬K
١-٢٠‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬W 
١.‫א‬W
‫أ‬-‫א‬
‫א‬‫א‬K
‫ب‬-‫א‬‫א‬‫א‬‫א‬K
‫ج‬-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
٢.‫א‬‫א‬W
‫أ‬-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
‫ب‬-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
٣.‫א‬W 
‫أ‬-‫א‬‫א‬‫א‬‫א‬K
‫ب‬-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
‫ج‬-‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬K
٤.‫א‬W 
‫أ‬-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬
‫א‬‫א‬K
‫ب‬-‫א‬‫א‬‫א‬‫א‬K
‫ج‬-‫א‬‫א‬‫א‬‫א‬K
‫د‬-‫א‬‫א‬‫א‬K

25. ‫א‬٢٢٨‫א‬ ‫א‬‫א‬ 
‫א‬‫א‬‫א‬‫א‬‫א‬
-٢١-
‫ﻩ‬-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
‫و‬-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
٥.‫א‬W 
‫أ‬-‫א‬‫א‬K
‫ب‬-‫א‬‫א‬‫א‬K
‫ج‬-‫א‬‫א‬K
٦.‫א‬W 
‫أ‬-‫א‬‫א‬‫א‬‫א‬K
‫ب‬-‫א‬‫א‬‫א‬‫א‬‫א‬K
٧.‫א‬‫א‬‫א‬W 
‫أ‬-‫א‬‫א‬‫א‬‫א‬‫א‬K
‫ب‬-‫א‬‫א‬‫א‬‫א‬‫א‬K
‫ج‬-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K‫א‬
‫א‬‫א‬‫א‬‫א‬‫א‬K
٨.‫א‬W 
‫أ‬-‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬‫א‬K
‫ب‬-‫א‬‫א‬‫א‬‫א‬‫א‬K
‫ج‬-‫א‬‫א‬‫א‬‫א‬‫א‬K 
 