achieving customer delight

7/21/2019 Achieving Customer Delight

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Tcx|g [bcxjc


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Kfgtlgt{ 0 \gdlx{tcgdige S|coity [lxqikl cgd [lxqikl K|ot|xl Mly [mioo{ afx S|coity K|{tfjlx [lxqikl

Cddxl{{ige K|{tfjlx Diaalxlgt Hlbcqifx [tyol [tl~{ tf Xl{foql [lxqikl Hxlcmdfug


3/56

[lxqikl Uigglx{''Tbf{l uitb c ~f{itiql cttit|dl cgd c kbllxa|o f|toffm

Tbf{l ubf elg|igloy lg`fy ufxmige uitb cgd afx ftblx ~lf~ol

Tbf{l uitb tbl chioity tf ~|t tbl k|{tfjlx fg klgtlx {tcel

Tbf{l ubf qilu tblix `fh ~xijcxioy c{ c b|jcg xloctifg{ ~xfal{{ifg

Tbf{l ubf elg|igloy lg`fy ufxmige uitb cgd afx ftblx ~lf~ol


4/56

[lxqikl i{' K|{tfjlx{ ig c xl{tc|xcgt ucgt jfxl tbcg c jlco E|l{t{ ig bftlo{ ucgt jfxl tbcg c xffj Koilgt ig c txcg{cktifg ucgt jfxl tbcg c

{lttoljlgt K|{tfjlx ucgt jfxl tbct `|{t tbl ~xfd|kt fx

{lxqikl tbct i{ faalxld tbly co{f ucgt tf hltxlctld uloo


5/56

[lxqikl i{ Igtcgeihol

[lxqikl i{igtcgeihol

Igtcgeihol{ dlco uitb tblb|jcg {idl fa cg

fxecgipctifg

Tbly igko|dl b|jcgljftifg{/ hlbcqifx{/

|gdlx{tcgdige{/ alloige{/cgd ~lxkl~tifg{


6/56

[lxqikl i{ IgtcgeiholLrcj~ol{ fa k|{tfjlx

{lxqikl igtcgeihol [cti{acktifg Cttlgtiqlgl{{ Aofu

Blo~a|ogl{{ [lg{itiqity Tfgl Cttit|dl Mgfuoldel \gdlx{tcgdige

Tckt E|idcgkl


7/56

Tuf Dijlg{ifg{ fa [lxqikl

[lxqikl

Tbl ~xfkld|xco dijlg{ifg

Kfg{i{t fa tbl l{tchoi{bld{y{tlj{ cgd ~xfkld|xl{ tf

dloiqlx ~xfd|kt{ cgd&fx {lxqikl{

Tbl ~lx{fgco dijlg{ifg

Bfu {lxqikl ~xfqidlx{ "|{igetblix cttit|dl{/ hlbcqifx{/ cgd

qlxhco {mioo{) igtlxckt uitbk|{tfjlx{


8/56

Tuf Dijlg{ifg{ fa [lxqiklTbl Axllplx

Ofu ig hftb ~lx{fgco cgd~xfkld|xco {lxqikl' Jfttf 0

Ul dfgtkcxl

Tbl AcktfxyEffd ig ~xfkld|xco {lxqikl

hcd ig ~lx{fgco {lxqiklJfttf 0 Yf| cxl g|jhlx

Ul cxl blxl tf ~xfkl{{ yf|

Tbl Axilgdoy PffHcd ig ~xfkld|xco {lxqikleffd ig ~lx{fgco {lxqiklJfttf 0 Ul cxl txyige

bcxd/ h|t dfgt xlcooy mgfuubct ul cxl dfige

S|coity K|{tfjlx [lxqiklLrkloolgt ig hftb tbl

~lx{fgco cgd ~xfkld|xcodijlg{ifg{' Jfttf 0

Ul kcxl cgd ul dloiqlx


9/56


10/56

Aiql Loljlgt{ fa S|coity [lxqikl

Xloichioity C{{|xcgkl Tcgeihol

Lj~ctby Xl{~fg{iqlgl{{


11/56

Aiql Loljlgt{ fa S|coity [lxqiklXloichioity

Tbl chioity tf ~xfqidl ubct uc{~xfji{ld/ dl~lgdchoy cgd ckk|xctloy

Cktifg {txctley 0 jcml {|xl tbct yf|kfxxlktoy idlgtiay k|{tfjlx glld{/~xfji{l fgoy ubct yf| kcg dloiqlx/cgd afoofu tbxf|eb tf lg{|xl tbct tbl~xfd|kt fx {lxqikl uc{ xlkliqld c{~xfji{ld


12/56

Aiql Loljlgt{ fa S|coity [lxqiklC{{|xcgkl

Tbl mgfuoldel cgd kf|xtl{yfa lj~ofyll{/ cgd tblix chioity tfkfgqly tx|{t cgd kfgaidlgkl

Cktifg {txctley 0 tcml tbl tijl tf{lxql k|{tfjlx{ fgl ct c tijl'

^xfqidl {lxqikl c{{lxtiqloy hy |{ige~f{itiql kfjj|gikctifg tlkbgis|l{cgd dl{kxihige ~xfd|kt{ cgd {lxqikl{ckk|xctloy


13/56

Aiql Loljlgt{ fa S|coity [lxqiklTcgeihol

Tbl ~by{ikco ackioitil{ cgd ls|i~jlgtcgd tbl c~~lcxcgkl fa ~lx{fgglo

Cktifg {txctley 0 jcigtcigufxm{~ckl{ ig c glct/ fxdlxoyjcgglx/ dxl{{ ~xfal{{ifgcooy/ cgdjcigtcig lrkloolgt exffjige cgdbyeilgl {tcgdcxd{


14/56

Aiql Loljlgt{ fa S|coity [lxqiklLj~ctby

Tbl dlexll fa kcxige cgd igdiqid|cocttlgtifg ~xfqidld tf k|{tfjlx{

Cktifg {txctley 0 oi{tlg afx ljftifg{ig yf|x k|{tfjlx{ jl{{cel{' ^|tyf|x{loa ig tblix ~ockl cgd xl{~fgdkfj~c{{ifgctloy hy faalxige {lxqikltf cddxl{{ tblix glld{ cgd kfgklxg{


15/56

Aiql Loljlgt{ fa S|coity [lxqiklXl{~fg{iqlgl{{

Tbl uiooigegl{{ tf blo~ k|{tfjlx{cgd ~xfqidl ~xfj~t {lxqikl{

Cktifg {txctley 0 ~xf`lkt c ~f{itiql/kcg*df cttit|dl' Tcml ijjldictl{tl~{ tf blo~ k|{tfjlx{ cgd {cti{aytblix glld{


16/56

[lxqikl K|ot|xl Kfj~fglgt{Dloiqlxy[y{tlj

Txcigige

Jftiqctfx{cgd xlucxd

Lj~ofyllxfol{ cgd

lr~lktctifg{

^foikil{ cgd~xfkld|xl{

Jcgceljlgt{|~~fxt

[lxqiklji{{ifg

[LXQIKLK\OT\XL

^xfd|kt{cgd

{lxqikl{


17/56

[lxqikl K|ot|xl Kfj~fglgt{[lxqiklji{{ifg

Tbl dixlktifg fx qi{ifg fa cg fxecgipctifg tbct{|~~fxt{ dcy*tf*dcy igtlxcktifg uitb tbl k|{tfjlx

^xfd|kt{

cgd{lxqikl{

Tbl jctlxico/ ~xfd|kt{/ cgd {lxqikl{ tbct cxl {tctl fa

tbl cxt/ kfj~ltitiqloy ~xikld/ cgd jllt tbl glld{fa k|{tfjlx{


18/56

[lxqikl K|ot|xl Kfj~fglgt{Dloiqlxy[y{tlj

Txcigige

Jftiqctfx{cgd xlucxd

Tbl ucy cg fxecgipctifg dloiqlx it{~xfd|kt{ cgd {lxqikl{

Ig{tx|ktifg fx igafxjctifg ~xfqidld tbxf|eb c qcxilty fatlkbgis|l{ tbct tlckb mgfuoldel fx {mioo{/ fx cttlj~t tfigao|lgkl lj~ofyll cttit|dl tfucxd lrkloolgt {lxqikldloiqlxy

Jfgltcxy xlucxd{/ jctlxico itlj{/ fa alldhckm tbct~xfj~t{ lj~ofyll{ tf kfgtig|l tf dloiqlx {lxqikl cgd~lxafxj ct c bieb olqlo fa laalktiqlgl{{ cgd laaikilgky


19/56

[lxqikl K|ot|xl Kfj~fglgt{Lj~ofyllxfol{ cgd

lr~lktctifg{

^foikil{ cgd~xfkld|xl{

Jcgceljlgt{|~~fxt

Tbl {~lkiaik jlc{|xl{ tbct igdikctl{ ubct i{ lr~lktld falj~ofyll{ ig k|{tfjlx igtlxcktifg{ cgd tbct dlaigl bfulj~ofyll {lxqikl ~lxafxjcgkl uioo hl lqco|ctld

Tbl e|idloigl{ tbct l{tchoi{b bfu qcxif|{{it|ctifg{ fa txcg{cktifg{ uioo hl bcgdold

Tbl cqciochioity fa jcgceljlgt tf cg{ulx s|l{tifg{cgd c{{i{t axfgtoigl lj~ofyll{ ig k|{tfjlxigtlxcktifg ublg glkl{{cxy


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21/56

Ubct Yf| [bf|od Mgfu6

K|{tfjlx[lxqikl^lx{fg

Mgfu Yf|xFxecgipctifg

Mgfu Yf|x^xfd|kt&[lxqikl

Mgfu Yf|xK|{tfjlx


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Mgfu Yf|x FxecgipctifgMgfu Yf|x

Fxecgipctifg Fxecgipctifg ji{{ifg

cgd qi{ifg

Fxecgipctifg k|ot|xl

K|{tfjlx igtlxcktifg~foiky cgd ~xfkld|xl{

Kfj~cgy {|~~fxt afx~xfd|kt&{lxqikl


23/56

Mgfu Yf|x ^xfd|kt&[lxqiklMgfu Yf|x

^xfd|kt&[lxqikl

^xfd|kt &{lxqikldlqlof~jlgt cgds|coity ij~xfqljlgt

~xfkl{{

^xfd|kt&{lxqiklkfgaie|xctifg

^lxafxjcgkl dctc cgd{~lkiaikctifg

Jcigtlgcgkl cgd kcxl

^xikl cgd dloiqlxy


24/56

Mgfu Yf|x K|{tfjlx{Mgfu Yf|xK|{tfjlx{

K|{tfjlx Glld{

K|{tfjlx Kfgklxg{

K|{tfjlx lx{fgcoity


25/56

Dlqlof~ige Lrkloolgt Kfjj|gikctifg uitb K|{tfjlx{

Lrkloolgt Qlxhco Kfjj|gikctifg [mioo{

Lrkloolgt Gfg*Qlxhco Kfjj|gikctifg[mioo{

Lrkloolgt Oi{tlgige [mioo{


26/56

Lrkloolgt Qlxhco Kfjj|gikctifg uitb K|{tfjlx{ uitb

K|{tfjlx{

Kfjj|gikctige~f{itiqloy''

C{m ~f{itiqloy ~bxc{ld s|l{tifg"Ig{tlcd/ Uby dfyf| allo tbctucy / |{l0 Ubct jcml{ yf| allo

tbct ucy6 Ig{tlcd/ Uby df yf|ucgt tbct kfofx/ |{l 0Ubctftblx kfofx{ bcql yf|kfg{idlxld6)

Kfjj|gikctl tf yf|xk|{tfjlx{ {tyol

Cexll uitb k|{tfjlx{

[foikit k|{tfjlx alldhckm cgd~cxtiki~ctifg


27/56


K|{tfjlx{

Kfjj|gikctige~f{itiqloy''

Ufxd{ cgd ~bxc{l{ tbct h|iodxloctifg{bi~0

^olc{lTbcgm yf|

I kcg fxuiooBfu jcy I blo~6'''

I |gdlx{tcgd bfu yf| allo

Yf|xl xiebtJcy IBfulqlx

Uf|od yf| ^olc{l jigd''I c~fofeipl afx'


28/56


K|{tfjlx{

Cqfidigeglectiql

kfjj|gikctifg

Ufxd{ cgd ~bxc{l{ tbctdcjcel xloctifg{bi~0

Yf| dfgt |gdlx{tcgdYf| dfg{ {ll jy~figt

Bfod fg c {lkfgdF|x ~foiky {cy{ "fx ~xfbihit{)

Tbct{ gft jy xl{~fg{ihioity

Ubct yf| glld tf df i{''Ubydfgtyf|Tblufxd ~xfholj

Tblufxd h|tTbl ufxd gf


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K|{tfjlx{[ir K fa eiqige effd igafxjctifg tf

k|{tfjlx{

Kolcx Kfgki{l Kfxxlkt

Kfj~oltl Kf|xtlf|{ Kfgkxltl


30/56

Gfg Qlxhco Kfjj|gikctifg uitb

K|{tfjlx{Gfg QlxhcoHlbcqifx

Hfdy ocge|cel

Qfo|jl K|l{

C~~lcxcgkl cgdExffjige

Ji{kloocglf|{ K|l{


31/56


K|{tfjlx{Hfdy ocge|cel

Lyl kfgtckt ^f{t|xl Ackico lr~xl{{ifg

El{t|xl{

Qfo|jl K|l

^itkb Qfo|jl Xctl fa {~llkb Qfikl s|coity Cxtik|octifg

^c|{l{ [iolgkl


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K|{tfjlx{C~~lcxcgkl cgdExffjige

Byeilgl "Xle|ocxuc{bige cgdkfjhige fa bcix/|{l fa jf|tb uc{b

cgd dlfdfxcgt)

Koftbige cgdckkl{{fxil{

Qfo|jl K|l

^lx{fgco bchit{

^xf~lx ltis|lttl

cgd jcgglx{


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^f{itiql cgd Glectiql Kfjj|gikctifg Hlbcqifx^f{itiql Glectiql

Hxila lyl kfgtckt Lyl{ uidl f~lg [jioige Gfddige caaixjctiqloy Lr~xl{{iql hfdy el{t|xl{ F~lg hfdy {tcgkl Oi{tlgige cktiqloy Xljcigige {iolgt c{ k|{tfjlx

{~lcm{ El{t|xige uitb f~lg bcgd Kolcg/ fxecgipl ufxm cxlc

Ycugige Axfugige fx {gllxige Cttlgdige tf jcttlx{ ftblx

tbcg tbl k|{tfjlx Olcgige cucy axfj k|{tfjlx{

c{ bl&{bl {~lcm{ [|hd|ld fx Jigijco bcgd

el{t|xl{ [tcxige hocgmoy ct k|{tfjlx{ Igtlxx|~tige ^figtige aigelx fx fh`lkt ct

k|{tfjlx Di{fxecgipld/ ko|ttlxld

ufxm{~ckl


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Kbcxcktlxi{tik{ fa Effd Oi{tlglx3'Lj~ctby

8'\gdlx{tcgdige

;'^ctilgkl

4'Cttlgtiqlgl{{


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[txctleil{ afx Ij~xfqld Oi{tlgige [tf~ tcomige # ^xl~cxl yf|x{loa

Oi{tlg cktiqloy [bfu uiooigegl{{ tf oi{tlg

[bfu lj~ctby

[lgd ~f{itiql gfgqlxhco k|l{

Dfgt cxe|l

C{m s|l{tifg{


36/56

Tf oi{tlg jfxl laalktiqloy'' ^by{ikcooy Cttlgd ~by{ikcooytbl xiebt hfdy ocge|cel blo~{ |{ tf afk|{ fg tbl k|{tfjlx cgdlgkf|xcel{ tbl k|{tfjlx tf eiql |{ jfxl igafxjctifg

Cttlgd jlgtcooy Cttlgd jlgtcooy

afoofu tbl k|{tfjlx{ aofu fatbf|ebt/ oi{tlg tf |gdlx{tcgd/ gftlqco|ctl= oi{tlg aix{t/ tblg c{{l{{

Kblkm it qlxhcooy Kblkm it qlxhcooy

^cxc~bxc{l/ kocxiay/ ~xfhl a|xtblx / {|jjcxipl yf|x |gdlx{tcgdige


37/56

Dlcoige C{{lxtiqloy uitb K|{tfjlx{Offm k|{tfjlx{ ig tbl lyl{ c{ yf| {~lcm

Exc{~ aixjoy uitbf|t kx|{bige Exc{~ aixjoy uitbf|t kx|{bige

Tbigm/ ~ocg/ {~lcm c {~lkiaik s|l{tifg Tbigm/ ~ocg/ {~lcm c {~lkiaik s|l{tifg

[tf~/ ectblx tbf|ebt{/ {~lcm [tf~/ ectblx tbf|ebt{/ {~lcm

C~fofeipl ia yf| jcml c ji{tcml C~fofeipl ia yf| jcml c ji{tcml

Igkxlc{l qfo|jl/ {f|gd aixj cgd kfgqigkige Igkxlc{l qfo|jl/ {f|gd aixj cgd kfgqigkige

Tcml xl{~fg{ihioity/ xl{foql tbl ~xfholj Tcml xl{~fg{ihioity/ xl{foql tbl ~xfholj


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K|{tfjlx Afk|{ld HlbcqifxK|{tfjlx afk|{ldhlbcqifx

Ckt ~xfj~toy

E|idl xctblx tbcg dixlkt

Dfgt x|{b k|{tfjlx

Faalx c{{i{tcgkl

Dfgt mll~ k|{tfjlx ucitige

Cqfid |g~xfal{{ifgco cktifg{


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Cddxl{{ige K|{tfjlx Glld{

K|{tfjlx Glld{

Tf Allo Ulokfjl Tf Allo C~~xlkictld

Tf Hl \gdlx{tffd Tf Allo Ij~fxtcgt

Tf Allo Kfjafxtchol Tf Hl Xl{~lktld


41/56

Cddxl{{ige K|{tfjlx Glld{Tf Allo Ulokfjl

Tf Hl \gdlx{tffd

Tf Allo Kfjafxtchol

\{l cg lgtb|{ic{tik exlltige/ {jiol/ |{l tblk|{tfjlx{ gcjl/ tbcgm tbl k|{tfjlx/ hl ~f{itiql

Oi{tlg cktiqloy/ ~cxc~bxc{l/ c{m mly s|l{tifg/ eiql~f{itiql alldhckm/ lj~ctbipl

\{l cg lgtb|{ic{tik ulokfjl/ xloilql cgrilty tbxf|ebaxilgdoy kfjj|gikctifg/ lr~ocig yf|x cktifg kcojoy/lg{|xl ~by{ikco kfjafxt


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Cddxl{{ige K|{tfjlx Glld{Tf Allo C~~xlkictld

Tf Allo Ij~fxtcgt

Tf Hl Xl{~lktld

Tbcgm tbl k|{tfjlx/ afoofu |~/ ef hlyfgd {lxqikllr~lktctifg{/ ~xfqidl {~lkico faalx{/ xljljhlx{~lkico dltcio{ chf|t tbl k|{tfjlx

\{l tbl k|{tfjlx{ gcjl/ eiql {~lkico txlctjlgtublg ~f{{ihol/ loikit f~igifg{

Oi{tlg/ dfgt igtlxx|~t/ ckmgfuoldel tblk|{tfjlx{ ljftifg{ cgd kfgklxg{/ tcml tijl tf{lxql/ c{m cdqikl/ loikit alldhckm


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Af|x [tyol{ fa Hlbcqifx

Dfjigcgkl

Igao|lgkige Kfj~oicgkl

[tlcdigl{{


44/56

[lxqikl K|ot|xl Kfj~fglgt{Dfjigcgkl

Igao|lgkige

C~~lcx{ tf hl s|itl h|{y Jcy eiql tbl ij~xl{{ifg fa gft oi{tlgige Di{~ocy{ c {lxif|{ cttit|dl Qfikl{ {txfge f~igifg{

C~~lcx{ s|itl cktiql Tcml{ {fkico igitictiql{ ig jf{t kc{l{

Oiml{ tf lgkf|xcel igafxjcoity Lr~xl{{l{ ljftifgco f~igifg{"alloige{)


45/56

Af|x [tyol{ fa Hlbcqifx

Kfj~oicgkl

[tlcdigl{{

Eiql tbl c~~lcxcgkl fa hlige s|ilt cgd xl{lxqld Oi{tlg cttlgtiqloy tf ftblx ~lf~ol Tlgd tf cqfid tbl |{l fa ~fulx Jcml dlki{ifg{ ig c tbf|ebta|o cgd dloihlxctl

jcgglx

Kfgtxfo ljftifgco lr~xl{{ifg{

Di{~ocy{ c ~xlalxlgkl afx fxdlxoigl{{ Tlgd{ tf lr~xl{{ jlc{|xld f~igifg{ [ll{ diaaik|ot tf elt tf mgfu


46/56

[txctleil{ tf Dlco uitb Dfjigcgkl ^lx{fgDfjigcgkl

Mll~ tbl xloctifg{bi~ c h|{igl{{ oiml c{~f{{ihol

Dlqlof~ {txfge ~lx{fgco xloctifg{bi~ i{gft c bieb ~xifxity afx dfjigcgkl ~lx{fg

Hl c{ laaikilgt/ tijl di{ki~oigld/ cgd uloofxecgipld c{ ~f{{ihol

^xfqidl c~~xf~xictl ackt{/ aie|xl{/ cgd{|kkl{{ ~xfhchioitil{

Txy tf idlgtiay tblix ~xijcxy fh`lktiql{cgd tblg dltlxjigl ucy{ tf {|~~fxt uitbtbl{l fh`lktiql{


47/56

[txctleil{ tf Dlco uitb Igao|lgkige ^lx{fg Hl lgtb|{ic{tik

Cqfid cg c~~xfckb tbct i{ tff {tiaa cgdafxjco

Tcml tijl tf l{tchoi{b effduioo cgd h|iodxloctifg{bi~

Df gft ~ockl tff j|kb lj~bc{i{ fg tblackt{ cgd dltcio{

^ocg cktifg{ tbct uioo ~xfqidl {|~~fxt afxtblix f~igifg{/ idlc{ cgd dxlcj{

Jcigtcig effd lyl kfgtckt

Hl c effd oi{tlglx

Igao|lgkige


48/56

[txctleil{ tf Dlco uitb [tlcdigl{{ ^lx{fg Tcml tijl tf h|iod c {fkico xloctifg{bi~

uitb tbl {tlcdigl{{ ~lx{fg

[~lgd tijl olcxgige chf|t tbl tbige{

tbct cxl ij~fxtcgt ig tbi{ igdiqid|co{ oial

^xfqidl ~lx{fgco c{{|xcgkl cgd {|~~fxtafx tblix qilu{

Ia yf| di{cexll uitb c {tlcdigl{{ ~lx{fg/

k|x tbl dl{ixl tf di{cexll c{{lxtiqloy={tlcdigl{{ ~lx{fg di{oiml igtlx~lx{fgcokfgaoikt

Eiql tblj tbl tijl tf kfj~xlblgd yf|xlr~ocgctifg&xl{~fg{l{' ^ctilgkl i{

ij~fxtcgt

[tlcdigl{{


49/56

[txctleil{ tf Dlco uitb [tlcdigl{{ ^lx{fg ^xfqidl c tbf|ebta|o/ uloo fxecgipld

c~~xfckb

Tcml c gf*gfg{lg{l/ h|{igl{{ oiml

c~~xfckb

\{l {~lkiaik s|l{tifg{ tbct {bfu kolcxdixlktifg

^xfqidl dltciold cgd kfj~xlblg{iql

igafxjctifg

Glqlx ~xl{{|xl tbl kfj~oicgkl ~lx{fg tfjcml s|ikm dlki{ifg{

Kfj~oicgkl


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[lxqikl hxlcmdfug{ fkk|x ublglqlx cgy ~xfd|kt fx {lxqikl acio tfjllt tbl k|{tfjlx{ lr~lktctifg{


51/56

[lxqikl Xlkfqlxy [txctleyLr~xl{{xl{~lkt

Oi{tlg tf|gdlx{tcgd

\gkfqlx tbllr~lktctifg{

F|toigl tbl{fo|tifg{

Tcml cktifg cgdafoofu tbxf|eb

Df|hol kblkmafx {cti{acktifg


52/56

[lxqikl Xlkfqlxy [txctleyLr~xl{{ xl{~lkt Oi{tlg tf |gdlx{tcgd \gkfqlx tbl lr~lktctifg{

(Ubct yf| cxl tlooigejl I{ ij~fxtcgt

I df xl{~lkt ubct yf|cxl {cyige {ix

Oi{tlg kcxla|ooylj~ctbipl uitb tblk|{tfjlx cgd df gftjcml lrk|{l{ fxigtlxx|~tifg

^olc{l tloo jl ubctbc~~lgld

Uioo yf| ~olc{l tloo jlubct yf| allo glld{ tf hldfgl6

Ul uioo hl jfxl tbcg bc~~y

tf df tbct afx yf|


53/56

[lxqikl Xlkfqlxy [txctleyF|toigl tbl {fo|tifg{

Tcml cktifg cgdafoofu tbxf|eb

Df|hol kblkm afx{cti{acktifg

I uioo tcml tbi{cktifg fxYf| bcql{lqlxco kbfikl{

Yf| xla|gd bc{ hllgxls|l{tld' I uioo~lx{fgcooy kblkm uitbckkf|gtige tf lg{|xlyf|x kblkm efl{ f|t

Axidcy

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Xfcdhofkm tf [lxqikl Xlkfqlxy

Gft oi{tlgige Ockm fa xl{~lkt Igcdls|ctl jctlxico{ fx

{|~~fxtige ^ffx fx igcdls|ctl

kfjj|gikctifg

Ockm fa txcigige Ufxm kfgaoikt


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Dlcoige uitb Diaaik|ot ^lf~ol

Dfgt tcml it ~lx{fgcooy

Xljcig kcoj/ oi{tlg kcxla|ooy Afk|{ fg tbl ~xfholj/ gft tbl

~lx{fg Xlucxd yf|x{loa afx t|xgige c

diaaik|ot k|{tfjlx igtf c bc~~yfgl

Ublg coo lo{l acio/ c{m afx blo~


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Tbcgm Yf|

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