managing human resource for quality assignment

8/8/2019 Managing Human Resource for Quality Assignment

1/26

Hkfkgefg B~hkf Pnsl~pons ilp [~kjetu

Eftpld~otelf

Gjl`kjesktelf ef tbn jefn li wlpc es dpeyefg olh}kfens tlwkpd k fnw yenw li {~kjetu ks kfnonsskpu tllj tl olh}ntn s~oonssi~jju ef wlpjdwedn hkpcnts& Tldku* dnynjl}efg {~kjetu

koplss tbn nftepn ieph okf `n kf eh}lptkft i~fotelf li tbn B~hkf Pnsl~pon

Hkfkgnhnft "BPH% Dn}kpthnft& Tbn }pl}lfnfts li Tltkj [~kjetu hkfkgnhnft "T[H%

dniefn {~kjetu ef tnphs li o~stlhnp pn{~epnhnfts li ietfnss ilp ~sn "A~pkf* ;522%* kfd

tbn T[H lpgkfesktelf ks `nefg olhhettnd tl olftef~l~sju eh}plyefg o~stlhnp

sktesikotelf& Tblsn nh}jlunns wetbl~t depnot olftkot wetb nrtnpfkj o~stlhnps kpn

nfol~pkgnd tl yenw tbnep oljjnkg~ns ks o~stlhnps* jefcnd yek k obkef li eftnpfkj

o~stlhnp pnjktelfsbe}s tl tbn Nrtnpfkj o~stlhnp& Lpgkfesktelfs kpn ~pgnd tl hlyn kwku

iplh s~}npyeslpu k}}plkobns tl {~kjetu olftplj* kfd kjj nh}jlunns* iplh tl}

hkfkgnhnft tl tbn sbl} ijllp* kpn tl dnynjl} olhhethnft tl olftef~l~s eh}plynhnft

ks kf eftngpkj }kpt li tbnep dkeju wlpc "Lkcjkfd* ;55?%& Tbnpn es k fnnd tl dnynjl} k

{~kjetu o~jt~pn "Dkjn kfd Oll}np* ;5503 Gjlynp* ;55?3 Bejj* ;55;%&

_ob~jnp kfd Bkppes ";550% kpg~n tbkt T[H }plhesns tl nh}lwnp iplft(jefn nh}jlunns

geyefg tbnh hlpn pns}lfseèjetu kfd efilphktelf kfd sl ~fdnphefns heddjn hkfkgnps

tpkdetelfkj pljn ef eh}jnhnftefg kfd hlfetlpefg tbn efstp~otelfs li tl} hkfkgnhnft&

Efstnkd* heddjn hkfkgnps kpn tl }npilph tbn cnu i~fotelf li }plyedefg jnkdnpsbe} kfd

s~}}lpt ilp iplft(jefn nh}jlunns* wbeob pn{~epns fnw scejjs kfd kttet~dns lf tbnep }kpt&

Ilp nh}jlunns* T[H hnkfs tkcefg lf gpnktnp pns}lfseèjetens* litnf ilp tbn skhn }ku

kfd tbnpn es k inkp tbkt T[H hku efyljyn al` jlssns& _nfseteyetu tl {~kjetu stkpts wetb

snfelp hkfkgnhnft tpkefefg iljjlwnd ù tbn tpkefefg li heddjn(kfd jlwnp( jnynj

hkfkgnps& Tl `n s~oonssi~j* k T[H sustnh h~st `n wbljnbnkptndju koon}tnd ù tl}

hkfkgnhnft* wbl* ef t~pf h~st olfynu tbnep olhhethnft tl kjj lpgkfesktelfkj

hnh`nps& BPH okf }jku k yetkj pljn ef eh}jnhnftefg kfd hkeftkefefg k tltkj {~kjetu

hkfkgnhnft }plonss& BP hkfkgnps kpn pns}lfse jn ilp pnop~etefg begb({~kjetu

nh}jlunns* tbn olftef~kj tpkefefg kfd dnynjl}hnft li tblsn nh}jlunns* kfd tbn

opnktefg kfd hkeftnfkfon li pnwkpd sustnhs&

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2/26


Lpgkfesktelfkj o~jt~pn

Tbn eh}jnhnftktelf li T[H es ~s~kjju efbnpnft ef tnphs li k fnnd tl hkfkgn tbn

lpgkfesktelfs o~jt~pn&

Blwnynp* h~ob li tbn kokdnheo jetnpkt~pn nh}bkseqns tbn deiieo~jtens ef obkfgefg

lpgkfesktelfkj o~jt~pn* kfd pnonft unkps bkyn snnf k dn`ktn lf wbntbnp lp flt o~jt~pn

okf `n hkfkgnd "Lg`lffk* ;550(;55?3 Wejjekhs nt kj&*;55?%& _lhn k~tblps }left tl

tbn nrestnfon li s~ò~jt~pns kfd olh}ntefg loo~}ktelfkj o~jt~pns* efij~nfond ù ikotlps

`ltb eftnpfkj kfd nrtnpfkj tl tbn lpgkfesktelf* {~nstelfefg tbn fltelf li k sefgjn* sbkpnd

o~jt~pn wbeob es nkseju olftpljjk`jn ù hkfkgnhnft "Hnunpslf kfd Hkptef* ;527%& Nynf

tl tbn nrtnft tbkt et es ~sni~j tl pninp tl k sefgjn lpgkfesktelfkj o~jt~pn* tbnpn hku `n

}pl`jnhs ilp tbn o~jt~pn hkfkgnhnft yenw* ef tbkt tbn nrestefg o~jt~pn hku `n pnsestkft

tl obkfgn* kfd tb~s kot ks k `kppenp tl tbn s~oonssi~j eh}jnhnftktelf li T[H& Kt tbn

ynpu jnkst* kool~fts li T[H eh}jnhnftktelf fnnd tl kddpnss tbn ess~n li pnsestkfon tl

obkfgn kfd kyled kf lynpju(seh}jesteo yenw li tbn }lsseèjetu li hkfkgefg o~jt~pn& Ef tbn

olftnrt li {~kjetu hkfkgnhnft* tbn ykj~ns kfd `njenis ~fdnpjuefg kf lpgkfesktelfs

o~jt~pn kpn k`jn tl sbk}n ets }bejlsl}bu kfd }ljeoens li hkfkgefg `~sefnss* wbeob ef

t~pf efij~nfon tbn dnynjl}hnft li tbn lpgkfesktelfs {~kjetu hkfkgnhnft }pkoteons

"Wkjdhkf* ;55?%& Et bks `nnf kpg~nd tbkt ilp kf lpgkfesktelf tl pnkjeqn tbn ykj~n li

eh}jnhnftefg {~kjetu }pkoteons* et h~st bkyn k o~jt~pn tbkt es ok}k`jn li i~jju s~}}lptefg

tbnep eh}jnhnftktelf& Koolpdefg tl Ijuff nt kj * ";55>% kfd Ckufkc* "0==?% {~kjetu

hkfkgnhnft es k h~jtedehnfselfkj olfstp~ot wbeob es olh}lsnd li h~jte}jn {~kjetu

}pkoteons& Tbnsn {~kjetu }pkoteons bkyn deiinpnft i~fotelfs kfd pljns pngkpdefg

olftef~l~s eh}plynhnft& Ilp nrkh}jn* k tu}eokj {~kjetu }pkoteon wlpcilpon

hkfkgnhnft es tl ~sn tbn nftepn ok}koetu li wlpcnps kfd tl nfol~pkgn nh}jlunnolhhethnft tl lpgkfesktelfkj olftef~l~s eh}plynhnft niilpts&

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3/26


Pnop~ethnft kfd snjnotelf

Pnop~ethnft es tbn }plonss li dnynjl}efg k snt li lpgkfesktelf(lpenftnd koteyetens tbktsnncs tl }plhltn tl kfd nfgkgn tbn hlst s~etk`jn okfdedktn wetb tbn kèjetens*

olh}ntnfoens kfd kttet~dn pn{~epnd tl okppu l~t k geynf al`(pnjktnd tksc "Akhns*;559%&

Ilp k {~kjetu lpenftnd lpgkfesktelf* okfdedktns sbl~jd bkyn obkpkotnpesteos s~ob ks

tnkhwlpc* }pl`jnh sljyefg scejjs kfd sbl~jd `n k`jn tl dnynjl} lp k}}ju tbn olfon}t li

stktesteo&

_njnotelf es tbn h~t~kj }plonss ù wbeob tbn efdeyed~kj kfd tbn lpgkfesktelf `nolhn

hktobnd tl ilph tbn nh}jluhnft pnjktelfsbe} "]ntpeoc* ;55>%& Tbn snjnotelf }plonss esseh}jn ks et dnoedns wbkt tbn al` efyljyns kfd wbkt kèjetens kpn fnonsskpu kfd ~sn

efdeoktlps tl nstk`jesbnd snjnotelf tnobfe{~ns& Blwnynp wbnf k}}ju tl T[H3 kf nftepnju

fnw dehnfself es eftpld~ond& ]nl}jn wbl wejj `n s~etk`jn tl l}npktn ef k {~kjetu

nfyeplfhnft hku pn{~epn kddetelfkj obkpkotnpesteos s~ob ks kttet~dn* ykj~ns }npslfkjetu

tu}n kfd kfkjuteokj kèjetu&

Gkefefg olh}ntnft nh}jlunns kt kjj jnynjs li tbn lpgkfeqktelf es hlpn tbkf k hkttnp li

tpkefefg3 et stnhs iplh obkfgns ef pnop~ethnft kfd snjnotelf }bejlsl}bu "Ksbcnfks nt kj&*

;55>%& Kjtbl~gb Ksbcnfks nt kj& ";55>% dlf't dnsope`n s}noeieo pnop~etefg k}}plkobns

tbkt ked ef kobenyefg tbes olbnseyn o~jt~pn* tbnu stktn tbn eh}lptkfon li tblpl~gbju

sopnnfefg k}}jeokfts* slhntehns wetb tbn bnj} li o~stlhnps* `ksnd lf scejjs kfd

}npslfkjetu tpkets tbkt hktob tbn tnobfeokj kfd o~jt~pkj fnnds li tbn lpgkfeqktelf&

_~oonssi~j pnop~ethnft kfd snjnotelf li nh}jlunns wetb tbn }pl}np cflwjndgn* scejjs*

kèjetens* kfd kttet~dns olh}kte jn wetb k T[H }bejlsl}bu okf `n k dpeyefg ilpon

s~}}lptefg olftef~nd }plgpkh niinoteynfnss& Ef pnop~etefg ilp kjj dn}kpthnfts kfd ilp kjj

lpgkfeqktelfkj jnynjs* tbn BP dn}kpthnft okf ednfteiu }nl}jn wbl wejj }plhltn tbn T[H

}bejlsl}bu& Okfdedktn {~kjetens tl tkpgnt ef pnop~etefg efoj~dn k wejjefgfnss tl pnoneyn

fnw tpkefefg kfd tl nr}kfd al` pljns* tl tpu fnw ednks kfd }pl`jnh(sljyefg tnobfe{~ns*

tl wlpc }ktenftju ef tnkhs wetbef kfd koplss dn}kpthnfts* kfd tl `n nfl~gb li k tnkh

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4/26


}jkunp tl `n nykj~ktnd kfd pnwkpdnd lf k tnkh `kses& Ko{~epefg begb {~kjetu tkjnft kfd

scejjs es opeteokj tl tbn s~oonss li tbn lpgkfeqktelf& Ks tbn hkpcnt `nolhns hlpn

olh}nteteyn kfd tbn fnndnd scejjs gplw deynpsn* nh}jlunps fnnd tl `n snjnoteyn ef tbnep

dnoeselfs `nok~sn }llp dnoeselfs okf }pld~on jlfg tnph niinots

Pnop~ethnft kfd snjnotelf }pnsnft ~fe{~n obkjjnfgns& Flt lfju es et fnonsskpu tl

olfsednp tkscs kfd tpkets ef tbn tpkdetelfkj hldn* `~t tnkh olh}ntnfon kfd kèjetu tl

jnkpf* }j~s koolh}kfuefg hlteyktelf* kpn yetkj kttpe`~tns& Et bks `nnf s~ggnstnd tbkt tbn

al` dnsope}telf wl~jd `n pn}jkond ù tbn tnkh dnsope}telf lp olhèfktelfs li al` kfd

tnkh dnsope}telfs& Pnjktelfsbe}s wetb ltbnp fkt~pkj wlpc ~fets ef pnjktnd ijlws*

eftnphndektn kfd nfd l~t}~t o~stlhnps hegbt kjsl `n stktnd&

Tbn pnop~ethnft kfd snjnotelf }plonss

Koolpdefg tl Kphstplfg "0==;% tbn lynpkjj keh li tbn pnop~ethnft kfd snjnotelf }plonss

sbl~jd `n tl l`tkef kt hefeh~h olst tbn f~h`np kfd {~kjetu li nh}jlunns pn{~epnd tl

sktesiu tbn b~hkf pnsl~pon fnnds li tbn olh}kfu& Tbn tbpnn stkgns li pnop~ethnft kfd

snjnotelf kpn1

Dniefefg pn{~epnhnfts

Kttpkotefg okfdedktns

_njnotefg okfdedktns

Tb~s* kf lpgkfesktelf wbeob es wejjefg tl pnop~et nh}jlunns wetb k {~kjetu ipkhn li hefd

sbl~jd snkpob ilp nh}jlunns wetb obkpkotnpesteos fnndnd& Kfd tbn pnop~ethnft kfd

snjnotelf }plonss sbl~jd `n `ksnd lf {~kjetu kfd efyljyns snynpkj stn}s ks hnftelfnd

k`lyn&

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5/26


;& Dniefefg pn{~epnhnfts

Al` Dnsope}telf

Tbn al` dnsope}telf wejj bnj} tl kttpkot tbn pegbt }npslf tl k}}ju ilp al` kfd ilp k {~kjetulpenftnd lpgkfesktelf tbn }ltnftekj pnop~ets sbl~jd tbn scejjs tbkt wejj `n efdeoktnd wbkt es

fnndnd ef tnph li {~kjetu iplh tbnh kfd wbkt tbnep wlpc wejj olfsest li dlefg&

Al` s}noeieoktelf

Al s}noeieoktelf* dniefns tbn nd~oktelf* tpkefefg* {~kjeieoktelfs* nr}npenfon kfd*

olh}ntnfons, olh}ntnfoens pn{~epnd `u tbn al` bljdnp& K al` s}noeieoktelf ilp kf

lpgkfesktelf kehefg kt T[H sbl~jd efoj~dn s}noeieoktelf `ksnd lf {~kjetu kfd wbeob okf`n ~fdnp tbn iljjlwefg bnkdefgs1

olh}ntnfons,olh}ntnfoens

{~kjeieoktelfs kfd tpkefefg tbn }plinsselfkj* tnobfeokj lp kokdnheo

{~kjeieoktelfs

Nr}npenfon

Lpgkfeqktelfkj iet tbn olp}lpktn o~jt~pn tbkt sbl~jd `n `ksnd lf {~kjetu&

0& Kttpkotefg okfdedktns&

Tbnpn kpn twl `kseo wku li iefdefg k}}jeokfts&

Eftnpfkj pnop~ethnft

Nrtnpfkj pnop~ethnft

Eftnpfkj pnop~ethnft es k set~ktelf wbnpn tbn olh}kfu okf geyn ets lwf nh}jlunns

}plhltelf lp geyn tbnh tbn obkfgn tl swetob tl kfltbnp al`& Ilp k ieph kehefg kt {~kjetu*

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7/26


Tpkefefg ilp {~kjetu

Tpkefefg es tbn opeteokj ykpek`jn ef tbn s~oonss lp ikej~pn li k olh}kfus {~kjetu

eh}plynhnft }plgpkhhn& Et nfk`jns k olh}kfus wlpcilpon tl ko{~epn tbn scejjs fnndnd

tl eh}plyn kfd hkeftkef tbn {~kjetu }pld~otelf }plonss& Tbn kdl}telf li {~kjetuhkfkgnhnft }pkoteons bks jlfg `nnf kssloektnd wetb kf efopnksn }plyeself li

nh}jlunn tpkefefg& Koolpdefg tl Dnhefg ";520% kfd Esbeckwk ";524% tbnpn es h~ob

nh}bkses lf tbn eh}lptkfon li nh}jlunn dnynjl}hnft* nd~oktelf kfd tpkefefg ilp tbn

eh}plynhnft li {~kjetu }npilphkfon kfd iephs snncefg tl eh}jnhnft {~kjetu

hkfkgnhnft bkyn olfsestnftju il~fd et fnonsskpu tl eh}plyn tbnep tpkefefg niilpt&

Lfn li Dnhefgs ;4 }lefts lf {~kjetu hkfkgnhnft es tl efstet~tn tpkefefg lf tbn al`&

B~hkf pnsl~pons okfflt `n k}}pl}pektnju ~tejesnd ei tbn nh}jlunns kpn flt }pl}npju

tpkefnd tbnpnilpn* tpkefefg es nssnftekj ilp nfs~pefg {~kjetu& B~hkf pnsl~pons okfflt `n

k}}pl}pektnju ~tejesnd ei nh}jlunns kpn flt }pl}npju tpkefnd tbnpnilpn tpkefefg es nssnftekj

ilp nfs~pefg {~kjetu& Tbn b~hkf pnsl~pons "BP% i~fotelf `nkps tbn pns}lfseèjetu ilp

eh}jnhnftefg tbn {~kjetu tpkefefg stpktngu& Tbn eh}jnhnftktelf koteyetens efoj~dn tbn

snjnotelf li s~ànot hkttnp* tpkefefg dnsegf kfd dnjeynpu* kfd nstk`jesbefg kf nykj~ktelf

}plonss&

Nh}jlunns pn{~epn tpkefefg ef lpdnp tl hkfkgn tbn nfjkpgnhnft li tbnep wlpc pljn

iljjlwefg dnjngktelf li pns}lfseèjetens ilp {~kjetu kfd tbnu kjsl pn{~epn slhn flf(

tnobfeokj scejjs tl `n k`jn tl }kpteoe}ktn ef {~kjetu eh}plynhnft koteyetens& Hlpnlynp tbnu

kjsl pn{~epn k `plkdnp pkfgn li scejjs tl ef lpdnp tl ijnre ju pns}lfd tl obkfgefg

o~stlhnp kfd hkpcnt pn{~epnhnfts& _~ob tpkefefg es eh}lptkft flt lfju tl nfs~pn

s~oonssi~j kdl}telf li {~kjetu }pkoteon `~t kjsl tl nfs~pn tbn kobenynhnft li `plkdnp

{~kjetu hesself li eh}plynd ieph olh}nteteynfnss& Tpkefefg tbnpnilpn sbl~jd olftpe`~tn

tlwkpds tbn niinoteynfnss li tbn {~kjetu hkfkgnhnft sustnh&

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8/26


Kf ~fdnpjuefg }pefoe}jn li {~kjetu es tl bkyn kf ~fswnpyefg ilo~s lf tbn o~stlhnp&

Tpkefefg ilp {~kjetu dnhkfds tbn skhn& K ojnkp ~fdnpstkfdefg li wbl tbn o~stlhnps

kpn* wbkt tbnep fnnds kpn* kfd wbkt tbn inkt~pns sbl~jd `n li k tpkefefg stpktngu ks wnjj

ks tbn s~`sn{~nft tpkefefg s~`anot hkttnp tbkt pns}lfds tl tblsn fnnds kpn opeteokj

olh}lfnfts ef tpkefefg ilp {~kjetu& K olftnh}lpkpu kfd eftngpktnd tpkefefg sustnh ilp

{~kjetu pn{~epns kf lpgkfesktelf tl dnsegf tbn sustnh ~sefg k }plonss tbkt efolp}lpktns

kjj li tbn `kseos li {~kjetu }jkffefg&

Dnynjl}efg tbn stpktngeo tpkefefg }jkf ilp {~kjetu es opeteokj tl tbn s~oonss li kfu T[H

eh}jnhnftktelf& K stpktngeo tpkefefg }jkf kddpnssns tbnsn cnu kpnks1 {~kjetu kwkpnfnss*

nrno~teyn nd~oktelf* hkfkgnhnft tpkefefg* tnobfeokj tpkefefg* pnsl~pons* `~dgntefg* kfd

stkiiefg&

[~kjetu Kwkpnfnss

Tbes kddpnssns tbn il~fdktelf kfd }pefoe}jns li {~kjetu1 tbn dniefetelf li {~kjetu3 tbn

{~kjetu }plonssns li eh}plynhnft* }jkffefg* kfd olftplj "tbn A~pkf Tpejlgu%3 o~stlhnp

ilo~s3 hnks~pnhnft kfd dktk oljjnotelf3 pnwkpd kfd pnolgfetelf3 tnkhwlpc3 kfd

eftpld~otelf tl {~kjetu tlljs& [~kjetu kwkpnfnss tpkefefg es opeteokj tl tbn s~oonss li kfu

T[H eh}jnhnftktelf& Tbn tpkefefg sbl~jd stkpt kt tbn tl} li tbn lpgkfesktelf ks tbneftpld~otlpu olh}lfnft li tbn nrno~teyn nd~oktelf&

Nrno~teyn Nd~oktelf

Ei {~kjetu kwkpnfnss es tbn `ngeffefg li tbn tpkefefg al~pfnu ilp tbn nrno~teyn tnkh tbnf

wbnpn dlns tbn al~pfnu nfd< Et dlnsft+ [~kjetu tpkefefg es k sustnhkteo }plonss tbkt es

olftef~l~sju nyljynd kfd eftngpktnd eftl tbn lpgkfesktelfs }plinsselfkj dnynjl}hnft

}plonss& Nrno~teyn nd~oktelf efoj~dns tbn }pehkpu s~`anot hkttnp li k T[H sustnh&

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9/26


Hkfkgnhnft Tpkefefg&

Hkfkgnhnft(jnynj nh}jlunns kpn ~s~kjju tbn iepst okfdedktns ilp {~kjetu tpkefefg&

Efdeyed~kjs iplh tbnsn jnynjs ~s~kjju hkcn ~} tbn iepst gpl~} li nh}jlunns tl `pnkc tbn

eon ef jnkpfefg kfd ~sefg {~kjetu hkfkgnhnft olfon}ts kfd tnobfe{~ns& Lf tbn ltbnp

bkfd tbn nrno~teyns kpn tpkefnd ef `plkd stpktngu kfd olfon}ts* ef }pn}kpktelf ilp tbnep

jnkdnpsbe} pljns& Hkfkgnhnft tpkefefg ilo~sns lf `ltb tbn tnobfeokj kfd b~hkf sedn

li {~kjetu& Hkfkgnhnfts {~kjetu cflwjndgn h~st gl `nulfd tbn stpktngeo {~kjetu }jkf tl

efoj~dn {~kjetu eh}plynhnft tlljs& Kddetelfkjju* tbnu h~st `n tpkefnd tl `n snfseteyn tl

tbn lpgkfesktelfkj o~jt~pn&

Tnobfeokj Tpkefefg&

Tbes tu}n li {~kjetu tpkefefg olfsests li k wedn ykpentu li tlljs kfd tnobfe{~ns tbkt

nfbkfon tbn nh}jlunns k`ejetu tl oljjnot kfd kfkjusn dktk kfd }pnsnft tbn pns~jtefg

efilphktelf ilp dnoeself hkcefg& @nok~sn olfonpf ilp {~kjetu bks }nphnktnd yept~kjju

nynpu efd~stpu kfd lpgkfesktelf* tbnsn tlljs kfd tnobfe{~ns ykpu gpnktju ef tu}n kfd

k}}jeoktelf& Tbnpn kpn* blwnynp* k olpn gpl~} li tbnh tbkt kpn k}}jeok`jn ef hlst

efd~stpens&

Pnsl~pons&

Nynpu {~kjetu tpkefefg }plgpkh fnnds pnsl~pons& Tbnpn h~st `n k }~p}lsni~j niilpt tl

ednfteiu tbn stkiiefg kfd hktnpekjs i~fdefg fnonsskpu tl kobenyn {~kjetu tpkefefg glkjs&

Lpgkfesktelfs bkyn `ng~f tl ~fdnpstkfd tbn ykj~n li kf lpgkfesnd kfd ilo~snd {~kjetu

tpkefefg }plgpkh& Tbnu kjsl pnkjesn tbkt tbnpn bks tl `n k pnsl~pon olhhethnft hkdn

tbkt es yese`jn kfd kotelfk`jn `u tblsn pns}lfse`jn ilp okppuefg l~t tbn tpkefefg&

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10/26


@~dgntefg&

Tpkefefg ilp {~kjetu pn{~epns k dndeoktnd iefkfoekj olhhethnft& Tbnsn iefkfons okf `n

onftpkjesnd lp dnonftpkjesnd& Blwnynp* tbnu fnnd tl `n olhhettnd s}noeieokjju tl tbn

stpktngu kfd tkoteos tbkt s~}}lpt tpkefefg ilp {~kjetu& Ednfteiuefg kfd `~dgntefg ilp wbkt es

tl `n kobenynd* pktbnp tbkf jnttefg tbn khl~ft li hlfnu kykejk`jn dpeyn blw h~ob

tpkefefg wejj `n dlfn* geyns tbn nrno~teyns k deiinpnft }nps}noteyn lf tpkefefg ilp {~kjetu

kfd `~dgntefg& Et kjjlws tbnh tl hkcn pnt~pf(lf(efynsthnft dnoeselfs tbkt okf

dpkhkteokjju obkfgn tbn lpgkfesktelfs yenw li tbn ykj~n li tpkefefg ilp {~kjetu&

_tkiiefg

Tbn }npslffnj pn{~epnhnfts fnonsskpu tl s~}}lpt tpkefefg ilp {~kjetu bkyn obkfgnd

segfeieokftju lynp tbn }kst dnokdn& Ilphnpju* tbnpn wks dndeoktnd stkiiefg ilp kjj ks}nots

li tpkefefg ilp {~kjetu* iplh dnynjl}hnft li hktnpekjs tl dnjeynpu& Flw tbnsn

dn}kpthnfts bkyn tnfdnd tl gplw kfd bkyn `nolhn tkpgnts tl olfsljedktn tbn

olp}lpktn tpkefefg i~fotelf&

;=


11/26


Nh}jlunn Efyljynhnft

Nh}jlunn efyljynhnft es lfn k}}plkob tl eh}plyefg {~kjetu kfd }pld~oteyetu& Et es k}plonss dnsegfnd tl nh}lwnp hnh`nps li kf lpgkfesktelf tl hkcn dnoeselfs kfd tl

sljyn }pl`jnhs k}}pl}pektn tl tbnep jnynj ef tbn lpgkfesktelf "]kon* ;525%& Tbn jlgeo li

nh}jlunn efyljynhnft es tbkt tbn }nl}jn ojlsnst tl k }pl`jnh lp l}}lpt~fetu kpn ef tbn

`nst }lsetelf tl hkcn dnoeselfs ilp eh}plynhnft ei tbnu bkyn olftplj li tbn eh}plynhnft

}plonss& Kt tbn bnkpt li T[H es tbn olfon}t li eftpefseo hlteyktelf(efyljynhnft ef

dnoeself hkcefg& Tbes es wbnpn cflwjndgn li hlteyktelf wetb pngkpds tl Hksjlw

Benpkpobu li Fnnds kfd Bnpq`npgs Twl(Ikotlp Tbnlpu bnj}s ~s tl ~fdnpstkfd `nttnp

tbn olfon}t li nh}jlunn efyljynhnft tl kobenyn }plonss eh}plynhnft&

Nh}jlunn Efyljynhnft es }lseteynju pnjktnd tl ykpel~s ks}nots li {~kjetu hkfkgnhnft

kfd sbl~jd `n nh}bkseqnd ef {~kjetu hkfkgnhnft }plgpkhhns& Tl }kpteoe}ktn

niinoteynju* nh}jlunns h~st `n geynf hlpn pns}lfse`ejetu& Tbes pn{~epns tbn dnjngktelf

li onptkef dnoeself hkcefg kfd kdhefestpkteyn }lwnps tl nh}jlunns kt ykpel~s jnynjs&

Wetbl~t tbn fnonsskpu }lwnp* NE okfflt `n ~tejesnd ilp hkcefg olftef~l~s

eh}plynhnfts kfd wejj `n jehetnd tl a~st hkcefg s~ggnstelfs&

Nh}jlunn Efyljynhnft h~st* blwnynp* `n eh}jnhnftnd wetbef onptkef stpktngeo

olftnrts& Et es hnkfefgi~j lfju kitnp k stpktngeo olfon}t bks `nnf nstk`jesbnd kfd

olhh~feoktnd tl kjj nh}jlunns& Nh}jlunns fnnd tl sbkpn stpktngeo efilphktelf tl

depnot tbnep niilpts kt tbn l}npktelfkj jnynj& Et es tbn pns}lfse`ejetu li tl} hkfkgnhnft tl

nykj~ktn o~stlhnp ykj~n kfd dntnphefn tbn olh}kfu's glkjs kfd tbn tksc li heddjn

hkfkgnhnft tl t~pf tbn glkjs eftl l}npktelfs tkscs& Wetbl~t tbn fnonsskpu }lwnp*

nh}jlunn efyljynhnft okfflt `n ~tejesnd ilp hkcefg olftef~l~s eh}plynhnfts kfd wejj

`n jehetnd tl a~st hkcefg s~ggnstelfs&

;;


12/26


Hlteyktelf

Tl l}teheqn tbn kotelf li b~hkf pnsl~pons ef k olh}kfu kfd tl niinoteynju hkcn tbnsn

tbn hlst eh}lptkft li ets pnsl~pons* tbnep {~kjetens fnnd tl `n hkrehesnd kfd tbnep

dninots hefehesnd& Tbes pn{~epns tbn olh}kfu tl efynst ef b~hkf `nefgs* ù liinpefg

tpkefefg kfd snnc tl hlteyktn tbnh&

Hlteyktelf bks `nnf dniefnd ks gnttefg pns~jts tbpl~gb }nl}jn lp gnttefg tbn `nst l~t

li }nl}jn& Tbn snolfd dniefetelf es sjegbtju }pninpk`jn sefon tbn `nst wbeob }nl}jn

okf liinp es flt fnonsskpeju suflfuhl~s wetb tbn pns~jts wbeob wn hegbt efetekjju wkftiplh tbnh "Nynpkpd kfd Hlppes* ;55=%& Hlteyktelf sbl~jd `n `ksnd lf tbn }npon}telf li

tbn efdeyed~kj kfd tbn pnkotelfs li nh}jlunns tl tbn olh}kfus fnnds "Jkhhnphnup&^*

;55=%* ilp nrkh}jn* tbkt li }pld~oefg {~kjetu&

]llp {~kjetu es ipn{~nftju k i~fotelf li hlteyktelf& ]llpju hlteyktnd }nl}jn tnfd flt tl

`n ilo~snd lf tbn wlpc kfd* tbnpnilpn hkcn hlpn hestkcns& Ef tbn hlst nrtpnhn oksns

li jlw hlteyktelf* nh}jlunns hku kot~kjju innj blstejetu ilp tbn lpgkfesktelf kfd

eftnftelfkjju okppu l~t kots li sk`ltkgn tbkt hku depnotju kiinot {~kjetu&

Koolpdefg tl Oplsù ";575%* {~kjetu es flt lfju k }pl`jnh li hlteyktefg }nl}jn kfd

bkyefg tbnh }kpteoe}ktn* `~t et es kjsl jefcnd tl tbn stujn li hkfkgnhnft kfd tbn nrestefg

lpgkfesktelfkj nfyeplfhnft& Tl s~oonssi~jju hlteyktn nh}jlunns* hkfkgnps kjsl fnnd

tl `n i~jju olhhettnd tl }pld~otelf wetb {~kjetu* `nok~sn wn okf lfju hlteyktn ltbnps ei

wn l~psnjyns kpn hlteyktnd& Tbes a~steiens tbn }kpteoe}ktelf li hkfkgnps ef tbn niilpt tl

kobenyn {~kjetu&

Tbn ednk li nfpeobefg al` es tbkt li efolp}lpktefg fnw tkscs wetb gpnktnp olh}jnretu kfd

li geyefg hlpn pns}lfseèjetu tl wlpc }lsts ef kf kttnh}t tl dl kwku wetb tbn

olfsn{~nfons li hlfltlfl~s wlpc& Tbn keh li tbn lpgkfesktelf li wlpc es tl snn tl et

;0


13/26


tbkt tbn wlpcnp es hlpn kttnfteyn tl kfd koon}ts hlpn pns}lfseèjetu ilp wbkt bn es

}pld~oefg* sl tbkt tbnpn wejj `n inwnp dninots kfd gpnktnp olh}jekfon&

Hlteyktelf tbnlpens

Bnpq`npgs twl ikotlp tbnlpuBugenfn ikotlps HlteyktlpsDessktesikotelf _ktesikotelf

olh}kfu }ljeou

{~kjetu li s~}npyeself

pnjktelfsbe} wetb tbn `lss

tbn pnjktelfsbe} wetb }nnps stkt~s* skjkpu

al` sno~petu

wlpc olfdetelfs

innjefg li pnolgfetelf*

kobenynhnft*

pns}lfseèjetu*

al` nfpeobhnft kdykfonhnft

gplwtb

wlpc etsnji

"_l~pon1 tbn hlteyktelf tl wlpc ù A K`pkbkh(0 fd ndetelf%

Ipndnpeoc Bnpq`npg }pl}lsnd tbn twl ikotlp tbnlpu ef lpdnp tl nr}jkef tbn `nbkyel~p li }nl}jn kt wlpc& Tbnsn kpn tbn bugenfn kfd hlteyktlp ikotlps& Hlteyktelfkj ikotlps

pns~jt iplh tbn sktesikotelf l`tkefnd ef }npilphefg tbn wlpc ef tbn jegbt li tbn }lsseèjetu

li ~sefg tbn i~jj }ltnftekj tbkt }nl}jn kpn ok}k`jn li&

Tbn bugenfn ikotlps kpn jloktnd ef tbn nfyeplfhnft kfd olynp tbn olfdetelfs wetbef

wbeob nh}jlunns }npilph tbnep wlpc& Ilp Bnpq`npg* bugenfn kots ù pnhlyefg dkfgnps

tl tbn bnkjtb iplh }nl}jns nfyeplfhnft* kfd tb~s tbnu }npilph k hkefju }pnynfteyn

i~fotelf& Tbnpnilpn* }plhltefg bugenfn ikotlps wejj snpyn tl pnhlyn eh}ndehnfts tl}lseteyn kttet~dns kt wlpc&

Wbnf bugenfn kfd hlteyktelfkj ikotlps kpn pnjktnd* et es }lsse`jn tl ~fdnpstkfd tbkt tbn

ilphnp fnonsskpeju fnnd tl `n sno~pnd sl tbkt innjefgs lp dessktesikotelf kt wlpc okf `n

pnd~ond tl tbn hefeh~h }lsse jn nrtnft& Blwnynp* hlteyktelfkj sktesikotelf wejj lfju

;?


14/26


k}}nkp iplh tbn hlhnft nynpulfn innjs bn lp sbn es wlpcefg tlwkpds tbnep snji(

pnkjesktelf& Bnpq`npg olfoj~dnd tbkt tbn l}}lsetn li al sktesikotelf es flt

dessktesikotelf `~t jkoc li sktesikotelf&

Hksjlws benpkpobu li fnnds

K`pkbkh Hksjlw dnynjl}nd k tbnlpu li hlteyktelf `ksnd lf k benpkpobu li fnnds& Bn

tbnlpeqnd tbkt }nl}jn bkyn ieyn tu}ns li fnnds koteyktnd ef k benpkpobeokj hkffnp&

Hksjlws benpkpobu li fnnds

"_l~pon1 Hkfkgnhnft ù Pl`npt Cpnetfnp ( 0==9 }g1 ?72%

Hksjlw `njenynd tbkt b~hkf `nefgs kpn hlteyktnd tl snnc sktesikotelf li tbn jlwnp

jnynjs li fnnds iepst kfd lfon tbkt jnynj li fnnd es sktesiend et es fl jlfgnp k hlteyktlp3

kfd tbkt }npslf es tbnf hlteyktnd ù tbn fnrt jnynj ~} tbn benpkpobu& Blwnynp*

Hksjlws benpkpobu li fnnds bkd ykpel~s sblptolhefgs& Bn }pl}lsnd tbkt b~hkf

fnnds hku `n lpdnpnd ef k benpkpobu kfd tbkt k jlwnp lpdnp fnnd h~st flphkjju `n

sktesiend `nilpn k begbnp lpdnp fnnd es }~ps~nd&

Tl iljjlw tbpl~gb Hksjlws ednks* hkfkgnhnft h~st tbnpnilpn hlteyktn tbn wlpcilpon

ù nstk`jesbefg tbn jnynj kt wbeob ~fi~jiejjnd fnnds kpn l}npktefg kfd gnkp tbnep efonfteyn

sobnhns tl tbkt }left&

;4
http://www.google.mu/search?hl=en&tbo=1&tbs=bks:1&q=inauthor:%22Robert+Kreitner%22&sa=X&ei=t8qoTNqvC4W4vQOXzonKDA&ved=0CDUQ9Aghttp://rds.yahoo.com/_ylt=A0S020ob2KFMzFQAK0iJzbkF;_ylu=X3oDMTBxNDZxNWNjBHBvcwMxMwRzZWMDc3IEdnRpZANJMTI4Xzc4/SIG=1ke21nb71/EXP=1285761435/**http:/images.search.yahoo.com/images/view?back=http://images.search.yahoo.com/search/images?p=maslow+theory+book&ei=utf-8&fr=ush-mail&w=600&h=550&imgurl=1.bp.blogspot.com/_TmIrXEdOvZo/S7FeSoovVmI/AAAAAAAAABk/cN-84Rt5Z-4/s1600/Maslow-Hierarchy.jpg&rurl=http://corporatedeathspiral.blogspot.com/2010/03/france-telecom-employee-motivation.html&size=28KB&name=Remember+Maslow?&p=maslow+theory+book&oid=53c16108fa602154ab14b6536714ab64&fr2=&no=13&tt=290&sigr=12osf75qh&sigi=12tdhp64j&sigb=12mi379sphttp://www.google.mu/search?hl=en&tbo=1&tbs=bks:1&q=inauthor:%22Robert+Kreitner%22&sa=X&ei=t8qoTNqvC4W4vQOXzonKDA&ved=0CDUQ9Ag


15/26


]npilphkfon K}}pkeskj

Efdeyed~kj }npilphkfon k}}pkeskj es `kseo tl tbn b~hkf pnsl~pon hkfkgnhnft sustnhs

li hlst jkpgn lpgkfesktelfs& Hllf ";55?% s~ooefotju dniefnd k}}pkeskj &&&ks k ilphkjdlo~hnftnd sustnh ilp tbn }npeldeo pnyenw li kf efdeyed~kjs }npilphkfon&

]npilphkfon k}}pkeskj es kf eh}lptkft }kpt li }npilphkfon hkfkgnhnft& Et es lfn li tbn

tlljs tbkt okf `n ~snd tl hkfkgn }npilphkfon& Et es nssnftekj ilp tbn niinoteynfnss

hkfkgnhnft kfd nykj~ktelf li stkii& K}}pkeskj bnj}s dnynjl} efdeyed~kjs* eh}plyn

lpgkfesktelfkj }npilphkfon kfd innd eftl `~sefnss }jkffefg& Ilphkj }npilphkfon

k}}pkeskjs kpn gnfnpkjju olfd~otnd kff~kjju ilp kjj tbn stkii ef tbn lpgkfesktelf& Nkob

stkii hnh`np es k}}pkesnd ù tbnep jefn hkfkgnp kfd depnotlps kpn k}}pkesnd ù tbn

ONL* wbl es k}}pkesnd ù tbn obkephkf&

Hkpobefgtlf kfd Wejcefslf ";559% dnsope`n }npilphkfon K}}pkeskj ks k ouojeokj

}plonss1 dntnphefefg }npilphkfon nr}notktelfs3 s~}}lptefg }npilphkfon3 pnyenwefg kfd

k}}pkesefg }npilphkfon3 kfd iefkjju* hkfkgefg }npilphkfon stkfdkpds& Ef tbn bnkjtb

snotlp* }npilphkfon hkfkgnhnft hku bkyn tbn iljjlwefg stkgns "Wnegbthkf* ;559%1

Al` Dnsope}telfs kpn wpettnf* kgpnnd kfd pnyenwnd png~jkpju&Lànoteyns ilp tbn wlpc gpl~} kpn tkcnf iplh tbn lpgkfesktelfs stpktngeo

lànoteyns&

Efdeyed~kj lànoteyns kpn dnpeynd ef t~pf iplh tbn wlpc gpl~} lànoteyns* kfd

aleftju ilph~jktnd `ntwnnf tbn k}}pkesnp kfd k}}pkesn&

K dnynjl}hnft }jkf dnyesnd ù tbn hkfkgnp kfd tbn efdeyed~kj tl hnnt }npslfkj

lànoteyns& Tbn nh}bkses es lf hkfkgnhnft s~}}lpt kfd olkobefg&

Kf kssnsshnft li l anoteyns wetb lfglefg ilphkj pnyenws lf k png~jkp `kses&

Kf kff~kj kssnsshnft tbkt kiinots pnwkpds&

;>


16/26


]npilphkfon k}}pkeskj okf `n ~snd ilp f~hnpl~s }~p}lsns efoj~defg1 pnwkpds3

desoe}jefn3 olkobefg3 ol~fsnjjefg3 fngltektefg eh}plynhnfts ef }npilphkfon3 eh}plyefg

tbn wlpc nfyeplfhnft3 pkesefg hlpkjn3 ojkpeiuefg nr}notktelfs kfd d~tens3 eh}plyefg

~}wkpd kfd dlwfwkpd olhh~feoktelfs3 pnefilpoefg hkfkgnhnft olftplj3 bnj}efg

ykjedktn snjnotelf dnoeselfs3 }plyefg efilphktelf tl s~}}lpt BP koteyetens3 eh}plyefg

}npon}telfs li lpgkfesktelfkj glkjs3 kfd snjnotefg }nl}jn ilp }plhltelf kfd

pnd~fdkfou& Ef sblpt* et wl~jd k}}nkp tl `n k }kfkonk "Tkujlp* ;552* }& ;2>%

Kddetelfkjju* tbn B~hkf Pnsl~pon Hkfkgnp sbl~jd }plyedn k glld kfd olfstp~oteyn

k}}pkeskj hnntefg wbnpn tbn k}}pkesnns dl hlst li tbn tkjcefg kfd tbn k}}pkesnp jestnfs

koteynju tl wbkt tbnu sku& Kjsl* tbn wbljn }npeld es pnyenwnd kfd flt lfju tbn esljktnd

nynfts&

Lynpkjj* }npilphkfon hkfkgnhnft }pkoteons fnnd tl obkfgn segfeieokftju ei k {~kjetu

nh}bkses es tl `n `~ejt eftl kf lpgkfesktelf& Tbnpnilpn* tpkdetelfkj efdeyed~kj

}npilphkfon k}}pkeskj sustnh es hlpn s~}}lpteyn li efdeyed~kj nronjjnfon& Tbn B~hkf

Pnsl~pon Hkfkgnhnft dn}kpthnft fnnds tl jnkd tbes obkfgn }plonss& Et fnnds tl `n

kss~hnd tbkt tbn fnw }npilphkfon hkfkgnhnft sustnh hnnts tbn fnnds li tbnlpgkfesktelf kfd flt a~st tbn fnnds li tbn b~hkf pnsl~pon i~fotelf ilp dktk kfd

f~h`nps lf efdeyed~kj }npilphkfon jnynjs&

;9


17/26


Pnwkpd kfd pnolgfetelf

Et kss~hns tbkt k }npslf wejj `n hlteyktnd tl wlpc ei pnwkpds kfd }nfkjtens kpn tend

depnotju tl bes lp bnp }npilphkfon* tb~s tbn kwkpds kpn olftefgnft ~}lf niinoteyn

}npilphkfon& Tl} hkfkgnhnft ol~jd g~edn nh}jlunns `nbkyel~p "]kjhnp* 0==;% yek

pnwkpdefg kfd pnolgfesefg l~tstkfdefg nh}jlunn `nbkyel~p "]ks~pkhkf* ;529%&

Koolpdefg tl ]beje} Opls`u* tbn }~p}lsn li pnolgfetelf es tl nfs~pn opndet es geynf wbnpn

d~n tl pkesn hlteyktelf kfd olhhethnft& Et es flf(iefkfoekj k}}pnoektelf tl tblsn wbl

hnnt tbnep {~kjetu glkjs lp }npilph l~tstkfdefgju&

Pnwkpds kfd pnolgfetelf es lfn li tbn cnu jnynps tbkt kfu lpgkfesktelf okf ~sn tl

nfol~pkgn k}}pl}pektn `nbkyel~p* pnolgfesn nronjjnfon* kfd nh}bksesn `ltb }lseteyn

ks wnjj ks ~fdnsepk`jn }pkoteons ilp efdeyed~kj kfd tnkh `kses& Tbn lpgkfesktelf sbl~jd

nh}jlu ykpel~s ilphs li pnwkpd kfd pnolgfetelf efoj~defg eftnpnstefg kfd ykpend al`

olftnft* suh`ljeo kotelfs* }npilphkfon(`ksnd sbkpn l}telfs* kfd k segfeieokft

}nponftkgn li ykpek`jn }ku olh}lfnfts jefcnd tl efdeyed~kj stkii kfd tnkhwlpc

olftpe`~telfs kfd olh}kfus iefkfoekj }npilphkfon&

Wbnf tbn pnwkpds kpn dn}nfdnft lf lfju lfn lp twl jehetnd tkpgnts* kjj niilpts kpn

depnotnd kt tblsn* nynf kt tbn nr}nfsn li ltbnps& Ei sblpt(tnph }plietk`ejetu es tbn sljn

opetnpelf ilp `lf~s destpe`~telf lp }plhltelf* et es jecnju tbkt efynsthnft ilp jlfgnp(tnph

gplwtb kpnks wejj `n s~`stkftekjju pnd~ond& _ehejkpju* stplfg nh}bkses lf pnwkpd ilp

l~t}~t hku pns~jt ef jlwnp {~kjetu& Blwnynp* tbn inkp li flt `nefg pnwkpdnd* lp nynf

`nefg opeteoeqnd ilp }npilphkfon tbkt es jnss tbkf dnsepk jn hku ok~sn slhn tl wetbbljd

efilphktelf tbkt es ~fikyl~pk`jn `~t fnynptbnjnss sbl~jd `n ijlwefg eftl tbn sustnh tl

eh}plyn {~kjetu&

;7


18/26


Hkfu iephs kpn olftef~efg tl tpu tl `jnfd T[H wetb tbnep ljd nstk jesbnd }ku(ilp(

}npilphkfon sustnhs& Dnhefg ";529% es kdkhkftju l}}lsnd tl }ku sustnhs jecn hnpet

}ku lp }ku ilp }npilphkfon& Bn `njenyns tbkt }ku(ilp(}npilphkfon nfol~pkgnsefdeyed~kj nh}jlunns tl hnnt tbnep lwf }npslfkj lp }plinsselfkj glkjs kt tbn nr}nfsn li

tbn lpgkfesktelf& Efdeyed~kj olh}ntetelf hku efopnksn* wbejn tbn oll}npktelf kfd

tnkhwlpc fnonsskpu ilp T[H tl s~oonnd hku dnojefn&

Hlpnlynp* pnolgfetelf es kf k}}pnoektelf li tbn olftpe`~telfs li tbn nh}jlunns kfd wlpc

tnkhs tl tbn `nefg li tbn lpgkfesktelf ks k wbljn& Tbn olftpe ~telfs li nh}jlunns ilp

{~kjetu h~st flt `n egflpnd& D~n pnolgfetelf kfd k}}pnoektelf ef ykpel~s ilphs sbl~jd

`n koolpdnd tl tbnh ef tnphs li kwkpds& [~kjetu kwkpds kpn hnkfs `u wbeob

olh}kfens okf kobenyn pnolgfetelf ilp tbnep niilpts& @nst cflwf li tbn {~kjetu kwkpds

kpn1 Tbn Dnhefg }peqn* tbn Hkjoljh @kjdpegn Fktelfkj [~kjetu Kwkpd "H@F[K% kfd tbn

N~pl}nkf [~kjetu Kwkpd&

Tbn tbpnn hldnjs li {~kjetu kwkpds }plyedn k ~feynpskj ipkhnwlpc ilp nykj~ktefg

ks}nots li {~kjetu hkfkgnhnft }pkoteons ef kf lpgkfesktelf& Tbnu }plyedn tbn

lpgkfesktelfs wetb k hnkfs tl hnks~pn tbnep }lsetelf kgkefst k snt li ~feynpskj opetnpek*

kfd tl ednfteiu tbnep stpnfgtbs* kfd wnkcfnssns ef tbn kpnks li {~kjetu }pkoteons kfd

`~sefnss pns~jts&

;2


19/26


Nh}jlunn Pnjktelfs

Gjl`kjesktelf es lfn li tbn ikotlps kiinotefg tbn nh}jlunn pnjktelfs* ltbnpwesn cflwf ks

tbn efd~stpekj pnjktelfs& _tpktngeo hkfkgnhnft es eh}lptkft `nok~sn obkfgns ef

nh}jlunn pnjktelfs bks pns~jtnd tl efopnksnd `kpgkefefg }lwnp li tbn nh}jlunns*

ijnreèjetu ef wlpcefg tehn ks wnjj ks obkfgefg al` i~fotelfs kfd tbes bks loo~ppnd d~n tl

tbn efopnksn ef olh}ntetelf* }pld~ot }plonssns obkfgns d~n tl olfs~hnp kwkpnfnss

olhèfnd wetb tbn efopnksefg nssnfon ef {~kjetu* }pld~oteyetu kfd scejjs& Kf eftngpktelf li

kjj tbnsn ikotlps bks bkd eh}kot lf tbn }pkoteons kfd }ljeoens li tbn hkfkgnhnft& Wbejn

hkfkgefg obkfgn ef tbn ieph* tbn nh}jlunn efyljynhnft ef hkcefg s~pn tbn obkfgn es

niinotnd es ynpu eh}lptkft wbejn tbn hkfkgnhnft bks tl nfs~pn tbkt tbn scejjs }plonssndù tbn nh}jlunns kpn olh}kte jn wetb tblsn pn{~epnd ef tbn hkpcnt tl hnnt tbn

o~stlhnp fnnds&

Wetb tbn efopnksnd eh}lptkfon li tbn nh}jlunn pnjktelfs* tbn b~hkf pnsl~pons es bks

sbeitnd ets ilo~s tl {~kjetu* efflyktelf kfd pnd~otelf li tbn olst& Tbn eh}lptkfon li

b~hkf pnsl~pon hkfkgnhnft "BPH% es pnijnotnd ef tbn }npslffnj hkfkgnhnft ef tbn

iephs& Nh}jlunn pnjktelfs "NP% es `nttnp yenwnd ks k jlfg tnph glkj pktbnp tbkf sblpt

tnph `nok~sn et dnkjs wetb tbn wku tbn BPH tpnkts tbn }nl}jn ef jlfg tnph yenw& Ef

s~oonssi~j olh}kfens jecn Gnfnpkj Hltlps et's fltnd tbkt blw tbn wlpcnps kpn tpnktnd es

k cnu etnh inkt~pn ef tbn jlfg tnph `nsedn ltbnp ikotlps jecn tbn olp}lpktn o~jt~pn kfd

tbn lànoteyns&

Tldku ef hlst efd~stpens* tbn BPH es pnolgfesnd sefon et's li èg olfonpf tl tbn

olh}kfu sefon et's flt hnkft tl lfju nfs~pn tbkt tbn nh}jlunns olh}ju wetb tbn jked

dlwf }ljeoens `~t kjsl wef olhhethnft li tbn wlpcnps* tbes tbnpnilpn hkcns tbn NP k

wlptbu efynsthnft& BPH stpktngens kpn kiinotnd lp efij~nfond ù tbn dnoeselfs hkdn ef

pnjktelf tl tbn stp~ot~pn* stpktngu kfd olfsednpefg tbn nrtnpfkj ikotlps jecn tbn jngkj

sustnh* jk`l~p hkpcnt }lsetelf kfd tbn efij~nfon li tpkdn ~felfs&

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20/26


Olfijeots "wbntbnp tbnu kpn fngkteyn lp }lseteyn% wejj kpesn ef lpgkfesktelfs wbnfnynp

eftnpnsts oljjedn (( kfd wbnf tbnsn deiinpnfons kiinot tbn pnjktelfsbe} `ntwnnf

eftnpdn}nfdnft }nl}jn* tbnu h~st `n olfstp~oteynju hkfkgnd "Bnjjpengnj* _jlo~h kfd

Wlldhkf%& Niinoteyn olfijeot hkfkgnhnft es }npbk}s tbn cnu b~hkf ikotlp ef {~kjetu

eh}plynhnft& Tbn `kseos li olfijeot hkfkgnhnft efoj~dn eh}plyefg olhh~feoktelf*

tnkhwlpc * kfd k sustnhkteo k}}plkob tl sljyefg tbn deskgpnnhnft& Tb~s* k glld

hkfkgnhnft kfd }pnynftelf kfd glld nh}jlunn pnjktelfs kt ef kf lpgkfesktelf wejj

hkcn olfijeot hkfkgnhnft kfd jnss olfijeot tl kpesn kfd tbes wejj eh}kot lf tbn {~kjetu&

Bks ~felfs kjwkus `nnf k `kppenp tl tbn niinoteyn eh}jnhnftktelf li T[H%& _~ob yenws

}pns~hk`ju nfyeskgn k ilph li nftnp}pesn ~felfesh olhhettnd tl tbn nfbkfonhnft li

}pld~oteyetu kfd {~kjetu* `ksnd lf k ieph koon}tkfon li tbn olhhlf eftnpnsts li

hkfkgnhnft kfd nh}jlunns&

Tnkhwlpc

Tnkh wlpcefg* `ltb ks k hnobkfesh li {~kjetu eh}plynhnft kfd ks k ilph li wlpc

lpgkfesktelf* es olhhlf tl hlst kool~fts kfd inkt~pns }kpteo~jkpju }plhefnftju ef tbn

wlpc li A~pkf& "Blwnynp* tbn k}}pl}pektnfnss li tnkh(`ksnd wlpc lpgkfesktelf ~fdnp

deiinpnft olfdetelfs es flt flphkjju deso~ssnd&% Wetb tbn ~sn li tnkhs* tbn `~sefnss wejj

pnoneyn {~eocnp kfd `nttnp slj~telfs tl }pl jnhs3 }plyedn hlpn }nphkfnft

eh}plynhnfts ef }plonssns kfd l}npktelfs& Ef kddetelf* ef tnkhs* }nl}jn innj hlpn

olhilptk`jn `pefgefg ~} }pl`jnhs tbkt hku loo~p* kfd okf gnt bnj} iplh ltbnp wlpcnps

tl iefd k slj~telf kfd }~t eftl }jkon& @nefg efyljynd ef k tnkh wl~jd `llst tbn hlpkjn li

nh}jlunns kfd hkcn tbnh nr}jlpn }lsse`ejetens li gkefefg ipenfds ef tbn wlpc}jkon&

Tbnsn wl~jd kjsl `n bnkjtbu ilp tbn olh}kfu* wbnf nkob hnh`np tpnkts nkob ltbnp ks

ikheju&

Tbn fltelf li tnkhwlpc es onftpkj tl T[H& K tltkj {~kjetu o~jt~pn es dnsope`nd ks

nh}bksesefg bljesteo `nbkyel~p lpenftnd tlwkpds ol(l}npktelf "@~sbn* ;522% kfd begb(

tp~st sloekj pnjktelfsbe}s "Bejj* ;55;%& Kt tbn efdeyed~kj jnynj* tbes wl~jd hkfeinst etsnji ef

k tnkh lpenftktelf* oljjnoteyest ykj~ns ynps~s efdeyed~kjesh3 ef `nbkyel~pkj tnphs* kf

efdeyed~kj wl~jd tkcn efetekteyns k`lyn kfd `nulfd tbn okjj li d~tu* sbkpn efilphktelf

wetb kfd bnj} ol(wlpcnps "Wkjdhkf* ;554%& Tbes tu}n li `nbkyel~p }pnyel~sju ojksseiend

ks lpgkfesktelfkj oeteqnfsbe} `nbkyel~p es lpenftnd tlwkpds eh}plyefg gpl~} kfd

lpgkfesktelfkj niinoteynfnss "Lpgkf* ;522% kfd ks s~ob es olfsestnft wetb k tltkj {~kjetu

o~jt~pn&

Tnkhwlpc k}}jens tl kjj lpgkfesktelfkj hnh`nps& Et hku `n yenwnd iplh tbpnn

}nps}noteyns1 tnkhwlpc wetbef k fkt~pkj wlpcefg gpl~}* `ntwnnf deiinpnft dn}kpthnfts*

kfd `ntwnnf hkfkgnps kfd nh}jlunns& Tbn ilo~s bnpn es lf tnkhwlpc wetbef k fkt~pkj

wlpcefg gpl~}& Wetbef tbn olftnrt li T[H* tnkhwlpc es kf eh}lptkft l~tolhn kfd k

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olfdetelf ilp olftef~l~s eh}plynhnft& Et ikoejetktns oljjk`lpkteyn niilpts tl sljyn {~kjetu

}pl`jnhs "Wkjdhkf* ;554%* }jkons lynpkjj pns}lfseèjetu ilp {~kjetu wetb tbn tnkh tb~s

kjjnyektefg tbn }ltnftekj ilp efdeyed~kj `jkhn "Wejcefslf* ;550%* kjjlws gpnktnp sbkpefg li

efilphktelf wetbef tbn wlpc gpl~} "Lkcjkfd* ;525% kfd ikoejetktns gpnktnp ol(l}npktelf tl

eh}plyn olftef~l~sju tbn i~fotelfefg li tbn wlpc gpl~}&

Nh}lwnphnft kjlfn es flt nfl~gb* `nok~sn hkfu }nl}jn okfflt hkfkgn nynputbefg

lf tbnep lwf* lpgkfesktelfs h~st ilstnp k tnkh nfyeplfhnft wetb dufkhesh kfd ijnre`jn

`l~fdkpens ef wbeob nh}jlunns okf lynpolhn tbn jekèjetens efbnpnft ef benpkpobeokj*

efdeyed~kj(ilo~snd hkfkgnhnft sustnhs& Tnkhs okf kjsl lynpolhn tbn dusi~fotelfs li

efdeyed~kj hnh`nps& K tnkh okf desoe}jefn k }pl`jnh tnkh hnh`np ikp `nttnp tbkf k

s~}npyeslp okf& Et es ikp hlpn deiieo~jt tl des}~tn tbn olhèfnd a~dgnhnft li k f~h`np li n{~kjs tbkf et es k s~}npyeslps&

00


23/26


Nh}jlunn Pntnftelf

_njnotefg kfd pntkefefg gpnkt stkii es tbn cnu ilp `~sefnss s~oonss& Tkjnftnd }nl}jn wbl

olftef~n tl dnynjl} scejjs kfd efopnksn tbnep ykj~n tl ul~p lpgkfeqktelf kfd tl ul~p

o~stlhnps kpn ul~p hlst eh}lptkft pnsl~pon& Bnpn's blw tl snjnot kfd pntkef tbnsn

}nl}jn kfd opnktn kf nfyeplfhnft ef wbeob tbnu olftef~n tl tbpeyn&

Olhh~feoktelf

Nh}jlunns sbl~jd `n efyljynd ks koteyn }kpteoe}kfts wbnf eh}jnhnftefg k {~kjetu

kss~pkfon }plgpkh& Tbes wejj geyn tbnh k snfsn li olftplj wetbef tbnep wlpc

nfyeplfhnft& Tbn 'flt efynftnd bnpn' sufdplhn okf `n dntpehnftkj tl tbn

eh}jnhnftktelf li {~kjetu& Ei }nl}jn innj tbkt tbnu ded flt }kpteoe}ktn ef tbn dnynjl}hnft

li k }plonss eh}plynhnft }jkf* et es hlpn jecnju tl `n pnanotnd* tbnu stktnd&

Innd`koc _ustnhs

Et es eh}lptkft tbkt tbn hnh`nps li {~kjetu tnkhs ~fdnpstkfd tbkt flt nynpu lfn li tbnep

ednks wetb pns}not tl eh}jnhnftefg k {~kjetu }plgpkh wejj `n koon}tnd `u hkfkgnhnft&

Et es eh}lptkft* blwnynp* tbkt k sustnh es }~t ef }jkon tbkt kjjlws innd`koc tl `n

olhh~feoktnd `u }kpteoe}kfts* kfd jnts tbnh cflw tbkt wbejn tbnep ednks hegbt flt

kjwkus `n koon}tnd* tbnu wejj `n olfsednpnd kfd wnegbnd segfeieokftju ef tbn dnoeself

hkcefg }plonss& Nh}jlunns h~st cflw wbu tbnep bkpd wlpc es `nefg koon}tnd lp

pnanotnd kfd tbkt tbnep s~ggnstelfs kpn flt lfju eh}lptkft `~t yetkj tl tbn {~kjetu }plonss

eh}plynhnft }jkf&

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24/26


Twl(Wku Olhh~feoktelf

Tbn dnynjl}hnft li k innd`koc sustnh eh}jens tbkt kf eh}lptkft }kpt li eh}jnhnftefg k

tltkj {~kjetu hkfkgnhnft }plgpkh es twl(wku olhh~feoktelf& Tbn twl(wku }plonss

efoj~dns dnsope`efg wbu tbn }plonss es pnjnykft* wbu et es `nefg eh}jnhnftnd* kfd ef

wbkt wkus et wejj `nfniet nh}jlunns kfd tbn olh}kfu& Tbn k~tblps olfsednp twl(wku

olhh~feoktelf lfn li tbn hlst eh}lptkft }kpts li eh}jnhnftefg k s~oonssi~j {~kjetu

}plgpkh ef k }peftefg olh}kfu & Hkcefg s~pn tbkt kjj nh}jlunns ~fdnpstkfd tbn fnnd ilp

obkfgn* blw tbnu wejj `n efyljynd kfd tbkt kjj li tbnep {~nstelfs kfd olfonpfs kpn

kfswnpnd es }kpkhl~ft&

Bnkjtb kfd _kintu* Nh}jlunn Wnjikpn kfd _ktesikotelf

K {~kjetu lpenftnd lpgkfesktelf fnnds tl hkeftkef k wlpc nfyeplfhnft kfd kf nh}jlunn

s~}}lpt ojehktn tbkt olftpe`~tns tl tbn wnjj `nefg* sktesikotelf kfd hlteyktelf li kjjnh}jlunns& Tb~s* et sbl~jd kddpnss kd eh}plyn wlpc}jkon bnkjtb skintu kfd npglflheo

ikotlps kfd kjsl efyljyn nh}jlunns ef ednfteiuefg tbnsn ikotlps kfd ef eh}plyefg

wlpc}jkon skintu&

04
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25/26


0>


26/26


OLFOJ^_ELF

Tb~s et okf `n olfoj~dnd tbkt {~kjetu okf fl jlfgnp `n yenwnd ks tbn pns}lfse`ejetu li lfn dn}kpthnft lfju& Et es k olh}kfuwedn koteyetu tbkt }nphnktns kjj dn}kpthnfts* kt kjj

jnynjs& Tbn cnu njnhnft li kfu {~kjetu kfd }pld~oteyetu eh}plynhnft }plgpkh es tbn

nh}jlunn& Olfsn{~nftju* BPH ef k T[H }plgpkh es nssnftekj& @nok~sn li ets

i~fdkhnftkj nh}jlunn lpenftktelf* BPH sbl~jd snnc tbn pns}lfse`ejetu ilp eh}jnhnftefg

T[H }plgpkhhns pktbnp tbkf pesc jlsefg tbnep efij~nfon lynp tbn cnu njnhnft li T[H

tbkt es tbn Eftnpfkj O~stlhnps "Nh}jlunns%& Tb~s* hkfkgefg BP ilp {~kjetu es ynpu

eh}lptkft flt lfju ilp tbn lpgkfesktelf tl }npilph `nttnp ef tnphs li efopnksnd o~stlhnp

sktesikotelf* `~t kjsl ilp tbn eftnpfkj o~stlhnps tl innj sktesiend tll&

09

managing human resource for quality assignment

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