customer satisfaction u can buy rs- 300/- only .contact -9826397818, address-230-c, indrapuri bhopal

8/9/2019 Customer Satisfaction U can buy Rs- 300/- only .Contact -9826397818, Address-230-C, Indrapuri Bhopal

1/74

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@NDWVBX Wdcb Eo%

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4


2/74

WXBID@B

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8


3/74

LEFRPVX\ WXOILAB

0


4/74

LEFRPVX\ OYBXYLBS

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5/74

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2


6/74

JLPPLOE

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9


7/74

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3


8/74

Trdalv|

>


9/74

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Pbxyl`bp


10/74

Pbxyl`b lp de| d`vlylv| ox hbebilv vndv oeb wdxv| `de oiibx vo deovnbx

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47


11/74

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hovn vljb def xbporx`bp abdfp vo aosbxlec oi òpvp%

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oi p`dab%

OWWOXVRELVLBP

44


12/74

ADXCB FOJBPVL@ JDXKBVP= Vnb fojbpvl` jdxkbv iox vnb

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òeprjbxp pnliv oevo ljwoxvbf hbybxdcbp xdvnbx vnde ndyb hbybxdcbp

48


13/74

jderid`vrxbf slvnle vnb òrevx|! lv òraf wopb d vnxbdv vo vnb Leflde

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vnb òjwde|p wxofr`vp%

40


14/74

LEVXOFR@VLOE VO VOWL@

46


15/74

@RPVOJBX PDVLPID@VLOE

@rpvojbx pdvlpid`vloe! dhrplebpp vbxj! lp d jbdprxb oi nos wxofr`vp

def pbxyl`bp prwwalbf h| d òjwde| jbbv ox prxwdpp `rpvojbx b~wb`vdvloe% Lv

lp pbbe dp d kb| wbxioxjde`b lefl`dvox slvnle hrplebpp def lp wdxv oi vnb iorx

wbxpwb`vlybp oi d Hdade`bf Pòxb`dxf%

Le d òjwbvlvlyb jdxkbvwad`b snbxb hrplebppbp òjwbvb iox `rpvojbxp!

`rpvojbx pdvlpid`vloe lp pbbe dp d kb| fliibxbevldvox def le`xbdpleca| ndp

hbòjb d kb| babjbev oi hrplebpp pvxdvbc|%

Vnbxb lp d prhpvdevlda hof| oi bjwlxl`da alvbxdvrxb vndv bpvdhalpnbp vnb hbebilvp

oi `rpvojbx pdvlpid`vloe iox ilxjp%

42
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16/74

HDPL@P

Hdpl`daa|! |or jlcnv aook dv jdxkbvlec dp vnb slfb xdecb oi d`vlylvlbp

leyoaybf le jdklec prxb vndv |or#xb òevlerlec vo jbbv vnb ebbfp oi |orx`rpvojbxp def dxb cbvvlec ydarb le xbvrxe% Jdxkbvlec deda|plp leàrfbp ileflec

orv sndv cxorwp oi wovbevlda `rpvojbxp .ox jdxkbvp, b~lpv! sndv cxorwp oi

`rpvojbxp |or wxbibx vo pbxyb .vdxcbv jdxkbvp,! sndv vnblx ebbfp dxb! sndv

wxofr`vp ox pbxyl`bp |or jlcnv fbybaow vo jbbv vnblx ebbfp! nos vnb `rpvojbxp

jlcnv wxbibx vo rpb vnb wxofr`vp def pbxyl`bp! sndv |orx òjwbvlvoxp dxb folec!

sndv wxl`lec |or pnoraf rpb def nos |or pnoraf flpvxlhrvb wxofr`vp def

pbxyl`bp vo |orx vdxcbv jdxkbvp% Ydxlorp jbvnofp oi jdxkbv xbpbdx`n dxb rpbf vo

ilef orv leioxjdvloe dhorv jdxkbvp! vdxcbv jdxkbvp def vnblx ebbfp! òjwbvlvoxp!

bv % Jdxkbvlec dapo leàrfbp oecolec wxojovloep! snl`n `de leàrfb

dfybxvlplec! wrhal` xbadvloep! pdabp def `rpvojbx pbxyl`b%

@RPVOJBX PDVLPID@VLOE JOFBA FBP@XLWVLOE

Vnb `rpvojbx pdvlpid`vloe jofba ixoj E% Kdeo lp d trdalv| jdedcbjbev

def jdxkbvlec vb`neltrb vndv `de hb rpbf iox jbdprxlec àlbev ndwwlebpp%

Kdeo#p jofba oi `rpvojbx pdvlpid`vloe flpvlecrlpnbp pl~ `dvbcoxlbp oi

trdalv| dvvxlhrvbp! ixoj snl`n vnb ilxpv vnxbb d`vrdaa| leiarbe`b `rpvojbx

pdvlpid`vloe=

4% Hdpl` Id`voxp% .Flppdvlpilbxp% Jrpv ndyb%, * Vnb jleljrj xbtrlxbjbevp

snl`n slaa `drpb flppdvlpid`vloe li vnb| dxb eov irailaabf! hrv fo eov `drpb

`rpvojbx pdvlpid`vloe li vnb| dxb irailaabf .ox dxb b~`bbfbf,% Vnb `rpvojbx

xbcdxfp vnbpb dp wxbxbtrlplvbp def vdkbp vnbpb iox cxdevbf% Hdpl` id voxp

bpvdhalpn d jdxkbv bevx| #vnxbpnoaf#%

8% B~`lvbjbev Id`voxp% .Pdvlpilbxp% Dvvxd`vlyb%, * Vnb id`voxp vndv le`xbdpb

`rpvojbx pdvlpid`vloe li fbalybxbf hrv fo eov `drpb flppdvlpid`vloe li vnb| dxb

eov fbalybxbf% Vnbpb id voxp prxwxlpb vnb `rpvojbx def cbebxdvb #fbalcnv#%

49


17/74

Rplec vnbpb id`voxp! d òjwde| `de xbdaa| flpvlecrlpn lvpbai ixoj lvp

òjwbvlvoxp le d woplvlyb sd|%

0% Wbxioxjde`b Id`voxp% Vnb id`voxp vndv `drpb pdvlpid vloe li vnb

wbxioxjde`b lp nlcn! def vnb| `drpb flppdvlpid`vloe li vnb wbxioxjde`b lp aos%

Nbxb! vnb dvvxlhrvb wbxioxjde`b*oybxdaa pdvlpid`vloe lp alebdx def p|jjbvxl`%

V|wl`daa| vnbpb id`voxp dxb flxb`va| òeeb`vbf vo `rpvojbxp# b~wal`lv ebbfp def

fbplxbp def d òjwde| pnoraf vx| vo hb òjwbvlvlyb nbxb%

Vnb dfflvloeda vnxbb dvvxlhrvbp snl`n Kdeo jbevloep dxb=

6% Lefliibxbev dvvxlhrvbp% Vnb `rpvojbx fobp eov `dxb dhorv vnlp ibdvrxb%

2% Trbpvloedhab dvvxlhrvbp% Lv lp reàbdx snbvnbx vnlp dvvxlhrvb lp b~wb`vbf

h| vnb `rpvojbx%

9% Xbybxpb dvvxlhrvbp% Vnb xbybxpb oi vnlp wxofr`v ibdvrxb sdp b~wb`vbf h|

vnb `rpvojbx%

Oxlcle oi vnb `rpvojbx pdvlpid`vloe jofba% Nlpvox|

Vnb dwwxod`n vosdxfp deda|}lec `rpvojbx pdvlpid vloe sdp ilxpv

wrhalpnbf le de dxvlàb h| KDEO! E% PBXDKR! E%! VDKDNDPNL! I% )

VPRML! P% .46, Dvvxd`vlyb trdalv| def jrpv*hb trdalv|! Nlepnlvpr .Trdalv|!

vnb Morxeda oi Mdwdebpb Po`lbv| iox Trdalv| @oevxoa,! 46! ww% 0%

Rpdcb oi vnb `rpvojbx pdvlpid`vloe jofba% Dwwal`dvloep

Hbplfbp vnb ohylorp trdalv| jdedcbjbev def jdxkbvlec rpdcb! Krxv

Jdv}abx! Jdvvnldp Ir`np def Dpvxlf P`nrhbxv soefbx le vnblx dxvlàb

(Bjwao|bb Pdvlpid vloe= Fobp Kdeo#p Jofba Dwwa|?( .Vovda Trdalv|

Jdedcbjbev ) Hrplebpp B~`baabe`b! Eoybjhbx*Fb`bjhbx 8776, snbvnbx

Kdeo#p jofba oe `rpvojbx pdvlpid`vloe id`voxp lp dapo xbabydev vo fbp`xlhb

bjwao|bb pdvlpid vloe% Ple`b bjwao|bbp `de hb wbx`blybf dp levbxeda

43


18/74

`rpvojbxp% Vnb| xbd`n vnb òeàrploe vndv Kdeo#p vnbox| lp lefbbf rpbdhab iox

levbxeda `rpvojbxp deda|plp dp sbaa%

Pvbwp le vnb `rpvojbx pdvlpid`vloe jofba% Wxo`bpp

Kdeo fbybaowbf d trbpvloeedlxb vo lfbevli| vnb hdpl`! wbxioxjde`b def

b~`lvbjbev id`voxp dp sbaa dp vnb ovnbx vnxbb dfflvloeda id`voxp%

4% Iox bd`n wxofr`v ibdvrxb d wdlx oi trbpvloep lp ioxjradvbf vo snl`n vnb

`rpvojbx `de depsbx le oeb oi ilyb fliibxbev sd|p%

8% Vnb ilxpv trbpvloe òe`bxep vnb xbd`vloe oi vnb `rpvojbx li vnb wxofr v

pnosp vndv ibdvrxb .ire`vloeda trbpvloe,;

0% Vnb pbòef trbpvloe òe`bxep vnb xbd vloe oi vnb rpvojbx li vnb wxofr v

fobp EOV pnos vnlp ibdvrxb .f|pire`vloeda trbpvloe,%

6% H| òjhlelec vnb depsbxp daa dvvxlhrvbp `de hb àdpplilbf levo vnb pl~

id`voxp%

@rpvojbx B~wb`vdvloep

@rpvojbx lp fbilebf dp de|oeb sno xb`blybp vndv snl`n lp wxofr`bf h|

vnb leflylfrda ox oxcdel}dvloe vndv ndp ydarb% @rpvojbx b~wb`vdvloep dxb

òevlerorpa| le`xbdplec% Hxdef ao|dav| lp d vnlec oi vnb wdpv% @rpvojbxp pbbk orv

wxofr`vp def wxofr`bxp vndv dxb hbpv dhab vo pdvlpi| vnblx xbtrlxbjbevp% D

wxofr`v fobp eov ebbf vo hb xdvbf nlcnbpv h| `rpvojbxp oe daa fljbeploep! oea|

oe vnopb vnb| vnlek dxb ljwoxvdev%

@rpvojbx*fxlybe pvxdvbc| iox ljwxoybjbev de| jdedcbjbev d`vlylv|

pnoraf bybevrdaa| abdf vo le`xbdpbf `rpvojbx pdvlpid`vloe%%%

4>
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19/74

Vnb @deoe Wxofr`vloe P|pvbj .@WP, lp dhorv=

4% Beylxoejbevdaa|*`oep`lorp jderid`vrxlec def aoclpvl`p

8% Trdalv|*oxlbevbf jbvnofp0% Aosbx opvp

6% Pnoxvbx fbdfalebp

2% Daa dlj iox jd~ljrj `rpvojbx pdvlpid vloe%%%

9%

@RPVOJBX AO\DAV\

(Lv vdkbp d aov abpp joeb| vo le`xbdpb |orx xbvbevloe oi `rxxbev `rpvojbxp

vnde vo ilef ebs oebp*hrv L keos L foe#v clyb lv dp jr`n biioxv dp L pnoraf

hb`drpb lv fobp vdkb d aov oi bebxc| def biioxv$(

Pvxdvbcl}b Def Wade Iox Ao|dav|$

Fo sb bybe ndyb d pwb`lil` wade iox hrlaflec `rpvojbx ao|dav|?

Sb hbv orxpbaybp ndybe#v clybe lv dp jr`n vnorcnv dp sb pnoraf* hb`drpb

vo vbaa vnb vxrvn sb ebbf vo clyb lv joxb biioxv dapo%

4


21/74

def vdkb vnblx hrplebpp vo |orx òjwbvlvloe eb~v vljb% Vndv#p sn| de le`xbdplec

erjhbx oi hrplebppbp dxb jdklec ioaaos*rw `daap ox jdlalec pdvlpid vloe

trbpvloeedlxbp divbx vnb pdab lp jdfb% Vnb| ilef vndv li vnb| wxojwva| ioaaos rwdef xbpoayb d `rpvojbx#p òjwadlev! vnb `rpvojbx jlcnv hb bybe joxb alkba| vo

fo hrplebpp vnde vnb dybxdcb `rpvojbx sno flfe#v ndyb d òjwadlev%

Le jde| hrplebpp plvrdvloep! vnb `rpvojbx slaa ndyb jde| joxb

levbxd`vloep divbx vnb pdab slvn vb`nel`da! pbxyl`b! ox `rpvojbx prwwoxv wbowab

vnde vnb| flf slvn vnb pdabp wbowab% Po li |or#xb pbxlorp dhorv xbvdlelec

`rpvojbxp ox cbvvlec xbibxxdap! vnbpb levbxd`vloep dxb vnb oebp vndv dxb xbdaa|

colec vo jdvvbx% Vnb| xbdaa| pnoraf hb ndefabf slvn vnb pdjb dvvbevloe def

io`rp vndv pdabp `daap cbv hb`drpb le d sd| vnb| dxb pdabp `daap iox xbwbdv

hrplebpp%

Xbd`n Orv Vo \orx @rpvojbxp$

@oevd`v % % % òevd`v % % % òevd`v slvn `rxxbev `rpvojbxp lp d coof sd| vo hrlaf

vnblx ao|dav|% Vnb joxb vnb `rpvojbx pbbp pojboeb ixoj |orx ilxj! vnb joxb

alkba| |or#aa cbv vnb eb~v oxfbx% Pbef @nxlpvjdp `dxfp! pbb vnbj dv vxdfb pnosp!

pvow h| vo jdkb prxb bybx|vnlec#p okd|%

Pbef d pljwab ebspabvvbx vo |orx `rpvojbxp*vbaa vnbj dhorv vnb cxbdv

vnlecp vndv dxb ndwwbelec dv |orx ilxj def leàrfb pojb rpbira leioxjdvloe iox

vnbj% Pbef vnbj òwlbp oi de| jbfld àlwwlecp dhorv |orx ilxj% Leylvb vnbj vo

ixbb pbjledxp% Vnb joxb vnb| keos dhorv |or! vnb joxb vnb| pbb |or dp

pojboeb orv vo nbaw vnbj! vnb joxb vnb| keos dhorv |orx d`òjwalpnjbevp*vnb

joxb ao|da d `rpvojbx vnb| slaa hb%

Ao|da @rpvojbxp def Ao|da Soxkiox`bp

Hrlaflec `rpvojbx ao|dav| slaa hb d aov bdplbx li |or ndyb d ao|da soxkiox`b*eov

dv daa d clybe vnbpb fd|p% Lv lp bpwb`ldaa| ljwoxvdev iox |or vo xbvdle vnopb

bjwao|bbp sno levbxd v slvn `rpvojbxp pr`n dp pdabp wbowab! vb`nel`da prwwoxv!

def `rpvojbx*pbxyl`b wbowab% Jde| òjwdelbp clyb d aov oi dvvbevloe vo

xbvdlelec pdabp wbowab hrv alvvab vo prwwoxv wbowab% L#yb hbbe ioxvredvb vo ndyb vnb

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23/74

pvdvbjbevp! le òevxdpv! wxoylfb d nlpvoxl`da wbxpwb`vlyb% H| vnb vljb

wxohabjp jdelibpv le vnb ilede lda pvdvbjbevp! ioxcbv vnb jbfl`leb% Lvp vljb

iox bjbxcbe`| prxcbx|%

JBDPRXLEC @RPVOJBX PDVLPID@VLOE

Oxcdel}dvloep dxb le`xbdpleca| levbxbpvbf le xbvdlelec b~lpvlec `rpvojbxp

snlab vdxcbvlec eoe*`rpvojbxp;[8Z jbdprxlec `rpvojbx pdvlpid`vloe wxoylfbp de

lefl`dvloe oi nos pr``bppira vnb oxcdel}dvloe lp dv wxoylflec wxofr`vp def/ox

pbxyl`bp vo vnb jdxkbvwad`b%

@rpvojbx pdvlpid`vloe lp de djhlcrorp def dhpvxd`v òe`bwv def vnb

d`vrda jdelibpvdvloe oi vnb pvdvb oi pdvlpid`vloe slaa ydx| ixoj wbxpoe vo

wbxpoe def wxofr`v/pbxyl`b vo wxofr`v/pbxyl`b% Vnb pvdvb oi pdvlpid`vloe

fbwbefp oe d erjhbx oi hovn wp|`noaocl`da def wn|pl`da ydxldhabp snl`n

òxxbadvb slvn pdvlpid vloe hbndyloxp pr`n dp xbvrxe def xbòjjbef xdvb% Vnb

abyba oi pdvlpid`vloe `de dapo ydx| fbwbeflec oe ovnbx owvloep vnb `rpvojbx

jd| ndyb def ovnbx wxofr`vp dcdlepv snl`n vnb `rpvojbx `de òjwdxb vnb

oxcdel}dvloe#p wxofr`vp%

Hb`drpb pdvlpid`vloe lp hdpl`daa| d wp|`noaocl`da pvdvb! `dxb pnoraf hb

vdkbe le vnb biioxv oi trdevlvdvlyb jbdprxbjbev! davnorcn d adxcb trdevlv| oi

xbpbdx`n le vnlp dxbd ndp xb`beva| hbbe fbybaowbf% Soxk foeb h| Hbxx|!

Hxofbrx hbvsbbe 4


24/74

jopv oivbe rvlal}bf vo fbybaow vnb dx`nlvb`vrxb iox pdvlpid`vloe jbdprxbjbev

dp de levbcxdvbf jofba% Soxk foeb h| Wdxdprxdjde! ]blvndja def Hbxx|

hbvsbbe 42 def 4> wxoylfbp vnb hdplp iox vnb jbdprxbjbev oi `rpvojbxpdvlpid vloe slvn d pbxyl`b h| rplec vnb cdw hbvsbbe vnb `rpvojbx#p

b~wb`vdvloe oi wbxioxjde`b def vnblx wbx`blybf b~wbxlbe`b oi wbxioxjde`b%

Vnlp wxoylfbp vnb jbdprxbx slvn d pdvlpid`vloe (cdw( snl`n lp ohmb`vlyb def

trdevlvdvlyb le edvrxb% Soxk foeb h| @xoele def Vd|aox wxowopb vnb

(òeilxjdvloe/flpòeilxjdvloe( vnbox| oi òjhlelec vnb (cdw( fbp`xlhbf h|

Wdxdprxdjde! ]blvndja def Hbxx| dp vso fliibxbev jbdprxbp .wbx`bwvloe def

b~wb`vdvloe oi wbxioxjde`b, levo d plecab jbdprxbjbev oi wbxioxjde`b

d`òxflec vo b~wb`vdvloe% D`òxflec vo Cdxhxdef! `rpvojbx pdvlpid`vloe

btrdap wbx`bwvloe oi wbxioxjde`b flylfbf h| b~wb`vdvloe oi wbxioxjde`b%

Vnb rprda jbdprxbp oi `rpvojbx pdvlpid`vloe leyoayb d prxyb|[6Z slvn d pbv oi

pvdvbjbevp rplec d Alkbxv Vb`neltrb ox p`dab% Vnb `rpvojbx lp dpkbf vo

bydardvb bd`n pvdvbjbev def le vbxj oi vnblx wbx`bwvloe def b~wb`vdvloe oiwbxioxjde`b oi vnb oxcdel}dvloe hblec jbdprxbf%

86
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25/74

@RPVOJBX PDVLPID@VLOE LE 3 PVBWP

Lv#p d sbaa keose id`v vndv eo hrplebpp `de b~lpv slvnorv `rpvojbxp% Le vnb

hrplebpp oi Sbhplvb fbplce! lv#p ljwoxvdev vo soxk àopba| slvn |orx `rpvojbxp

vo jdkb prxb vnb plvb ox p|pvbj |or `xbdvb iox vnbj lp dp àopb vo vnblx

xbtrlxbjbevp dp |or `de jdedcb% Hb`drpb lv#p `xlvl`da vndv |or ioxj d àopb

soxklec xbadvloepnlw slvn |orx àlbev! `rpvojbx pbxyl`b lp oi ylvda ljwoxvde`b%

Sndv ioaaosp dxb d pbab`vloe oi vlwp vndv slaa jdkb |orx àlbevp ibba ydarbf!

sdevbf def aoybf%

4% Beòrxdcb Id`b*vo*Id`b Fbdalecp

Vnlp lp vnb jopv fdrevlec def fosexlcnv p`dx| wdxv oi levbxd`vlec slvn d

`rpvojbx% Li |or#xb eov rpbf vo vnlp poxv oi vnlec lv `de hb d wxbvv| ebxyb*

sxd`klec b~wbxlbe`b% Xbpv dpprxbf! vnorcn! lv fobp cbv bdplbx oybx vljb% Lv#p

ljwoxvdev vo jbbv |orx `rpvojbxp id`b vo id`b dv abdpv oe`b ox bybe vsl`b frxlecvnb òrxpb oi d wxomb`v%

J| b~wbxlbe`b ndp pnose vndv d àlbev ilefp lv bdplbx vo xbadvb vo def soxk slvn

pojboeb vnb|#yb d`vrdaa| jbv le wbxpoe! xdvnbx vnde d yol`b oe vnb wnoeb ox

pojboeb v|wlec levo de bjdla ox jbppbecbx wxocxdj% Snbe |or fo jbbv vnbj!

hb `daj! òeilfbev def dhoyb daa! vdkb vljb vo dpk vnbj sndv vnb| ebbf% L

hbalbyb vndv li d wovbevlda àlbev pwbefp oybx ndai vnb jbbvlec folec vnb vdaklec!

|or#xb sbaa oe |orx sd| vo d pdab%

8% Xbpwoef vo Jbppdcbp Wxojwva| ) Kbbw \orx @albevp Leioxjbf

Vnlp cobp slvnorv pd|lec xbdaa|% Sb daa keos nos deeo|lec lv lp vo sdlv fd|p

iox d xbpwoepb vo de bjdla ox wnoeb `daa% Lv jlcnv eov dasd|p hb wxd`vl`da vo fbda

slvn daa `rpvojbxp# trbxlbp slvnle vnb pwd`b oi d ibs norxp! hrv dv abdpv bjdla ox

`daa vnbj hd`k def abv vnbj keos |or#yb xb`blybf vnblx jbppdcb def |or#aa

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27/74

2% Dvvbevloe vo Fbvdla .dapo keose dp #Vnb Alvvab El`bvlbp#,

Ndyb |or bybx xb`blybf d Ndww| Hlxvnfd| bjdla ox `dxf ixoj d òjwde| |or

sbxb d àlbev oi? Ndyb |or bybx ndf d wbxpoedalpbf plce*rw òeilxjdvloe bjdla

iox d pbxyl`b vndv |or òraf vbaa sdp v|wbf ixoj p`xdv`n? Vnbpb alvvab el`bvlbp `de

hb vljb òeprjlec def dxbe#v dasd|p òpv biib`vlyb! hrv xbjbjhbx vo fo vnbj%

Bybe li lv#p dp pjdaa dp pbeflec d Ndww| Noalfd|p bjdla vo daa |orx `rpvojbxp!

lv#p pojbvnlec% Lv pnosp |or `dxb; lv pnosp vnbxb dxb xbda wbowab oe vnb ovnbx bef

oi vndv p`xbbe ox vbabwnoeb; def jopv ljwoxvdeva|! lv jdkbp vnb `rpvojbx ibbasbaòjbf! sdevbf def ydarbf%

9% Devl`lwdvb \orx @albev#p Ebbfp ) Co Orv Oi \orx Sd| vo Nbaw Vnbj

Orv

Pojbvljbp vnlp lp bdplbx pdlf vnde foeb$ Nosbybx! d`nlbylec vnlp prwxbjb abyba

oi refbxpvdeflec slvn |orx àlbevp slaa fo soefbxp iox |orx soxklecxbadvloepnlw%

Vdkb vnlp dp de b~djwab= |or#xb soxklec oe vnb ixoev*bef iox |orx àlbev#p

b~`lvlec ebs bòjjbx`b Befbdyorx% \or ndyb daa vnb ljdcbp! oxlcledap def

ilabp hd`kbf rw oe |orx fbpkvow òjwrvbx def vnb plvb lp colec xbdaa| sbaa%

Frxlec d jbbvlec slvn |orx àlbev nb/pnb ndwwbep vo jbevloe d ndxf*òw|

hxo`nrxb vnblx levbxeda jdxkbvlec wbowab dxb fbybaowlec% Dp li h| jdcl`! d

òrwab oi sbbkp advbx d @F*XOJ dxxlybp oe vnblx fooxpvbw òjwabvb slvn nlcn

xbpoarvloe ybxploep oi daa vnb ljdcbp |or#yb rpbf oe vnb plvb% D eovb

d`òjwdelbp lv snl`n xbdfp=

(Nl! |or jbevloebf d ndxf*òw| hxo`nrxb |or sbxb soxklec oe def L sdevbf vo

wxoylfb |or slvn adxcb*p`dab òwlbp oi vnb cxdwnl`p L#yb rpbf oe vnb plvb%

Nowbiraa| |or#aa hb dhab vo jdkb rpb oi pojb le |orx hxo`nrxb%(

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28/74

\orx àlbev lp nbdxvla| ljwxbppbf! def xbjdxkp vo nlp òaabdcrbp def ixlbefp nos

ybx| nbawira def òeplfbxdvb nlp Sbh fbplcebxp dxb% Jbdesnlab! le |orx oiil`b!

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29/74

8


30/74

@DPB PVRF\=

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31/74

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04


32/74

Vnb Xbpravp=

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08


33/74

OHMB@VLYB OI VNB PVRF\

00


34/74

OHMB@VLYBP OI VNB PVRF\

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06


35/74

XBPBDX@N JBVNOFOAOC\

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02


36/74

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09
http://en.wikipedia.org/wiki/American_Customer_Satisfaction_Indexhttp://en.wikipedia.org/wiki/Gross_domestic_producthttp://en.wikipedia.org/wiki/Gross_domestic_producthttp://en.wikipedia.org/wiki/Personal_Consumption_Expenditurehttp://en.wikipedia.org/wiki/Personal_Consumption_Expenditurehttp://en.wikipedia.org/wiki/Stock_markethttp://www.cfigroup.com/http://www.cfigroup.com/http://www.foreseeresults.com/http://en.wikipedia.org/wiki/American_Customer_Satisfaction_Indexhttp://en.wikipedia.org/wiki/Gross_domestic_producthttp://en.wikipedia.org/wiki/Gross_domestic_producthttp://en.wikipedia.org/wiki/Personal_Consumption_Expenditurehttp://en.wikipedia.org/wiki/Personal_Consumption_Expenditurehttp://en.wikipedia.org/wiki/Stock_markethttp://www.cfigroup.com/http://www.cfigroup.com/http://www.foreseeresults.com/


37/74

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03
http://en.wikipedia.org/wiki/Net_promoter_scorehttp://en.wikipedia.org/wiki/Net_promoter_score


38/74

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39/74

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40/74

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.


41/74

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64


42/74

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WXLJDX\ XBPBDX@N=

Vnlp òeplpvbf trbpvloeedlxb def levbxd`vloe ixoj ydxlorp wbowab%

D io`rp cxorw pvrf| ndyb òefr`vbf vo fbplce vnb `rpvojbx prxyb|

trbpvloeedlxb slvn d pdjwab pl}b oi 477 xbpwoefbevp% Vnb prxyb| sdp òefr`vbf

le Hnowda `lv|%%

PB@OEFDX\ XBPBDX@N=

4 Levbxebv !

8 Hookp

0 Morxedap !

6 Ebspwdwbx!

2 Deerda xbwoxv!

9 Fdvdhdpb dydladhab le vnb alhxdx|!

3 @dvdaocrbp def wxbpbevdvloep%

LJWOXVDE@B OI VNB XBPBDX@N

68


43/74

Plcelil`de`b oi xbpbdx`n def xbpbdx`n abdfp vo leybevloe% Ioaaoslec

id`vp nlcnalcnv vnb ljwoxvde`b oi vnb xbpbdx`n%

4% Xbpbdx`n id`lalvdvbp aocl`da ox p`lbevlil` vnleklec wxo`bpp snl`n abdfp

vosdxfp iaos abpp pvxdvbc| ioxjradvloe%

8% Lv id`lalvdvbp lfbevlil`dvloe oi vxbefp snl`n ravljdvba| xbpwoeplhab le

jdxkbvlec owwoxvrelvlbp%

0% Fb`lploe jdklec hb`ojbp bdplbx iox sbaa xbpbdx`nbf wnbeojbeoe%

6% Xbpbdx`n lp ljwoxvdev le poaylec ydxlorp owbxdvloeda def wadeelec

wxohabjp oi hrplebpp def lefrpvx|%

60


44/74

ALJLVDVLOEP OI VNB PVRF\

Ioaaoslec aljlvdvloep sbxb id`bf frxlec vnb pvrf|=

4% Snlab fbplcelec vnb trbpvloeedlxb lv sdp kbwv le jlef vo cdvnbx joxb def

joxb leioxjdvloe ixoj bd`n vdxcbv wbxpoe% Iox vnb eblvnbx wxbpbev eox

fbp`xlwvlyb trbpvloep òraf ndyb pbxybf vnb wrxwopb% Vnbxbioxb vnb

trbpvloeedlxb òevdlebf le vnb owbe*befbf trbpvloep%

8% Vnb pvrf| sdp òefr vbf le Hnowda % Vnb pdjwab pl}b sdp oi 477 po vndv

d``rxd`| oi fdvd po òaab`vbf òraf hb dhprxf òybxbf h| `lx`radvloe oi

trbpvloeedlxb%

0% Vnb d``rxd`| oi lefl`dvloep clybe h| vnb xbpwoefbevp jd| eov hb òeplfbx

dfbtrdvb dp snbvnbx vnb adecrdcb rpbf le vnb trbpvloeedlxb lp refbxpvoof

h| vnb xbpwoefbev `deeov hb vdkbe iox cxdevbf%

6% Vnb pvrf| lp hdpbf oe vnb leioxjdvloe cdvnbxbf ixoj vnb wbowab le

òjwde|% Vnbxbioxb le pr`n `dpb lv lp wopplhab vndv vnb leioxjdvloe

prwwalbf jlcnv hb hldpbf hb`drpb vnb òjwde| jlcnv ndyb pnosewdxvldalv| vosdxfp vnblx leioxjdvloe%

2% Ple`b vnb prxyb| sdp aljlvbf vo 477 wbowab! lv lp xdvnbx fliil`rav vo clyb d

wxb`lpb òeàrploe hrv L ndyb vxlbf vo vnb hbpv oi j| `dwdhlalv| vo clyb vnb

òeàrploe oe d òjwxbnbeplyb jdeebx%

66


45/74

FDVD DEDA\PLP ) LEVBXWXBVDVLOE

62


46/74

FDVD DEDA\PLP ) LEVBXWXBVDVLOE

Dcb cxorw Vdhradvlec le wbx`bevdcb vnb dcb cxorw oi `rpvojbxp

Dcb Cxorw Wbx`bevdcb .",

4>*82 82

8>*02 63

09*62 88

Dhoyb 62 9

69

7

2

47

42

87

82

07

02

67

62

27

Wbx`bevdcb .",

4>*82

8>*02

09*62

Dhoyb 62


47/74

LEVBXWXBVDVLOE

Dhoyb ilcrxb pnosp vndv xbpbdx`nbx ndylec prxyb|bf 4> xbpwoefbevp! 82"hbaoec vo dcb cxorw 4>*8>"! 63" hbaoec vo dcb cxorw 8>*02"! hbaoec vo

dcb cxorw 09*62 def 9" dhoyb dcb oi 62%

Le`ojb Abyba Vdhradvloe

Le`ojb Cxorw Wbx`bevdcb .",

>777 68

>777*48777 06

48777*87777 4>

5 87777 9

637

2

47

42

87

82

07

02

67

62

Wbx`bevdcb .",

>777

>777*48777

48777*87777

5 87777


48/74

LEVBXWXBVDVLOE

Vnb dhoyb deda|plp pnosp vndv 68" oi vnb xbpwoefbevp hbaoecbf vo vnb

>777/* def hbaos leòjb `dvbcox|! 06" hbaoecbf vo Xp%>777 vo 48777

def 4>" hbaoecbf vo 48777*87777 Def 9" dhoyb leòjb oi 87777/*%

T4, Fo |or alkb ò`d òad wxofr`v ?

Owvloep Xbpwoepbp le "

\bp 93"

Eo 87"

@dev pd| 40"

6>


49/74

7"

47"

87"

07"

67"

27"

97"

37"

\bp Eo @dev pd|

Levbxwxbvdvloe=

D`òxflec vo vnb pvrf| 93" xbpwoefbev alkb vnb ò`d òad wxofr`vp! snlab 87"

foev alkb ò`d òad def 40" voaf `dev pd|%

6


52/74

T6, Fo |or vnlek @o`d òad òaf fxlek ndp pdvlpid`vox| vbpv dp òjwdxbvnde ovnbx?

Xbpwoepb Eo% oi xbpwoefbevPvxoeca| dcxbb 67

Dcxbb 07

Eblvnbx dcxbb eox flpdcxbb 72

Flpdcxbb 42

Pvxoeca| flpdcxbb 47

pvxoeca| dcxbb

dcxbb

eblvnbx dcxbb

eox flpdcxbb

flpdcxbb

pvxoeca|

flpdcxbb

LEVBXWXBVDVLOE*

Orv oi 477 xbpwoefbev 67" sbxb pvxoeca| dcxbb snlab 07" sbxb dcxbb def oea|72" sbxb eblvnbx dcxbb eox flpdcxbb def 42" xbpwoefbev sbxb flpdcxbb def47" sbxb pvxoeca| flpdcxbb slvn vnb pvdvbjbev vndv @o`d òad òaf fxlek ndppdvlpid`vox| vbpv dp òjwdxb vnde ovnbx

T2, Fo |or vnlek ò`d òad lp wxofr`v snl`n pbaa le adxcb eo% oi xbvdla pnowp%?

28

67 "

07 "

2 "

42 "47 "


53/74

Xbpwoepb Eo% oi xbpwoefbev

Pvxoeca| dcxbb 27

Dcxbb 82


Flpdcxbb 47

Pvxoeca| flpdcxbb 72

pvxoeca|

dcxbb

dcxbb

eblvnbx dcxbb

eox flpdcxbb

flpdcxbb

pvxoeca|

flpdcxbb

LEVBXWXBVDVLOE*

Orv oi 477 xbpwoefbev 27" sbxb pvxoeca| dcxbb snlab 82" sbxb dcxbb def oea|47" sbxb eblvnbx dcxbb eox flpdcxbb def 47" xbpwoefbev sbxb flpdcxbb def72" sbxb pvxoeca| flpdcxbb slvn vnb pvdvbjbev vndv ò`d òad lp wxofr`v snl`npbaa le adxcb eo% oi xbvdla pnowp

T9, @rpvojbx dxb pdvlpilbf slvn `nol`b xbcdxfp iadyox le ò`d òad?

20

82 "

27 "2 "

47 "

47 "


54/74


Pvxoeca| dcxbb 02

Dcxbb 83


Flpdcxbb 47

Pvxoeca| 42

pvxoeca|

dcxbb

dcxbb

eblvnbx dcxbb

eox flpdcxbb

flpdcxbb

pvxoeca|

flpdcxbb

LEVBXWXBVDVLOE*

Orv oi 477 xbpwoefbev 02" sbxb pvxoeca| dcxbb snlab 83" sbxb dcxbb def oea|40" sbxb eblvnbx dcxbb eox flpdcxbb def 47" xbpwoefbev sbxb flpdcxbb def42" sbxb pvxoeca| flpdcxbb slvn vnb pvdvbjbev vndv @rpvojbx dxb pdvlpilbf slvn`nol`b xbcdxfp iadyox le ò`d òad

T3, @rpvojbx dxb pdvlpilbf slvn vnb vbpv oi ò`d òad poiv fxlek ?

26

83 "

02 "42 "

40 "

47 "


55/74


Pvxoeca| dcxbb 88

Dcxbb 0>


Flpdcxbb 43

Pvxoeca| 87

pvxoeca|

dcxbb

dcxbb

eblvnbx dcxbb

eox flpdcxbb

flpdcxbb

pvxoeca|

flpdcxbb

LEVBXWXBVDVLOE*Orv oi 477 xbpwoefbev 88" sbxb pvxoeca| dcxbb snlab 0>" sbxb dcxbb def oea|0" sbxb eblvnbx dcxbb eox flpdcxbb def 43" xbpwoefbev sbxb flpdcxbb def 87"sbxb pvxoeca| flpdcxbb slvn vnb pvdvbjbev vndv @rpvojbx dxb pdvlpilbf slvn vnbvbpv oi ò`d òad poiv fxlek

T>, @o`d òad lp vnb oea| hxdef snl`n lp wxbibxxbf h| jopv oi vnb wbowab?

22

88 "

0> "

0 "

43 "87 "


56/74


Pvxoeca| dcxbb 00

Dcxbb 63


Flpdcxbb 47

Pvxoeca| 72

pvxoeca|

dcxbb

dcxbb

eblvnbx dcxbb

eox flpdcxbb

flpdcxbb

pvxoeca|

flpdcxbb

LEVBXWXBVDVLOE*

Orv oi 477 xbpwoefbev 00" sbxb pvxoeca| dcxbb snlab 63" sbxb dcxbb def oea|72" sbxb eblvnbx dcxbb eox flpdcxbb def 47" xbpwoefbev sbxb flpdcxbb def72" sbxb pvxoeca| flpdcxbb slvn vnb pvdvbjbev vndv @o`d `oad lp vnb oea| hxdefsnl`n lp wxbibxxbf h| jopv oi vnb wbowab

T


57/74

Woox 9 9

Idlx 84 84

Coof 22 22

Ybx| coof 49 49B~`baabev 8 8

Vovda 477 477

Woox

9"idlx

84"

Coof

22"

Ybx| coof

49"

B~`baabev

8"Woox

idlx

Coof

Ybx| coof

B~`baabev

LEVBXWXBVDVLOE=

Vnb levbxwxbvdvloe lp vndv dxoref 22" voaf Pbxyl`b trdalv| oi ò`d òad lp hbpv

djoec vnb òjwbvlvox le Hnowda% Oea| 9" oi vnb `rpvojbxp dxb soxxlbf dhorv

vnb Pbxyl`b trdalv| snlab% 8" oi vnb `rpvojbxp xdvbf lv dp B~`baabev%

T47, Xdvlec iox `rpvojbx pbxyl`b oi vnb @o`d òad

Xdeklec Eo% oi xbpwoefbevp Wbx`bevdcb

Woox 9 9

Idlx 87 87

Coof 63 63

23


58/74

Ybx| coof 88 88

B~`baabev 2 2

Vovda 477 477

Woox

9" idlx

87"

Coof

63"

B~`baabev

2"Ybx| coof

88"

Woox

idlx

Coof

Ybx| coofB~`baabev

LEVBXWXBVDVLOE=

Vnb levbxwxbvdvloe lp vndv 63" oi vnb `rpvojbx pbxyl`b dp coof% 88 " oi

`rpvojbxp xdekbf lv dp ybx| coof% Oea| 9 " oi vnb `rpvojbx ibbap lv dp hdf% Vnb

`rpvojbx sno xdekbf lv b~`baabev `oevxlhrvbp 2 " oi vnb pdjwab pl}b%

T44, Xdeklec oi @o`d `oad xbcdxfp hxdef edjb le Hnowda

Xdeklec Eo% oi xbpwoefbevp Wbx`bevdcb

Woox 0 0

2>


59/74

Idlx 82 82

Coof 62 62

Ybx| coof 4< 4 >Vovda 477 477

Woox

0" idlx

82"

Coof

62"

Ybx| coof4


60/74

ovnbx 0 0

Vovda 477 477

@o`d `oad

0


61/74

Idlx 46 46

Coof 02 02

Ybx| coof 89 89

B~`baabev 48 48Vovda 477 477

Woox

40"

idlx

46"

Coof

02"

bx| coof

89"

B~`baabev

48"Woox

idlx

Coof

Ybx| coof

B~`baabev

LEVBXWXBVDVLOE=

Vnb levbxwxbvdvloe lp vndv! 48" oi vnb `rpvojbx ndp xdvbf vnb Dfybxvlpbjbev oi@o`d òad lp dp b~`baabev% Pojb 89 " xdvbf lv dp ybx| coof def 02" dp coof%

Hrv vnb òe`bxe lp vndv 40 " oi vnb `rpvojbx dapo ibba Dfybxvlpbjbev oi @o`d

òad lp woox%

94


62/74

ILEFLECP

ILEFLEC

98


63/74

D`òxflec vo vnb pvrf| 93" xbpwoefbev alkb vnb ò`d òad wxofr`vp! snlab

87" foev alkb ò`d òad def 40" voaf `dev pd|%

D`òxflec vo vnb pvrf| 30" voaf pdabp wxojovloe wxocxdj vndv lpwxbpbeva| refbxvdkbe h| ò`d òad% dxb pdvlpid`vox| def 43" voaf lvp eov

pdvlpid`voxla| def 47" pd| `dev pd|

D`òxflec vo vnb pvrf| 38" vnlek ò`d òad ndp d xbdpoedhab wxl`b snlab

88" voaf eo def 9" pd| `dev pd|%

Orv oi 477 xbpwoefbev 67" sbxb pvxoeca| dcxbb snlab 07" sbxb dcxbb

def oea| 72" sbxb eblvnbx dcxbb eox flpdcxbb def 42" xbpwoefbev sbxbflpdcxbb def 47" sbxb pvxoeca| flpdcxbb slvn vnb pvdvbjbev vndv @o`d

òad òaf fxlek ndp pdvlpid`vox| vbpv dp òjwdxb vnde ovnbx

27" sbxb pvxoeca| dcxbb snlab 82" sbxb dcxbb def oea| 47" sbxb

eblvnbx dcxbb eox flpdcxbb def 47" xbpwoefbev sbxb flpdcxbb def 72"

sbxb pvxoeca| flpdcxbb slvn vnb pvdvbjbev vndv ò`d òad lp wxofr`v snl`n

pbaa le adxcb eo% oi xbvdla pnowp



sbxb pvxoeca| flpdcxbb slvn vnb pvdvbjbev vndv @rpvojbx dxb pdvlpilbf slvn

`nol`b xbcdxfp iadyox le ò`d òad

88" sbxb pvxoeca| dcxbb snlab 0>" sbxb dcxbb def oea| 0" sbxb eblvnbx

dcxbb eox flpdcxbb def 43" xbpwoefbev sbxb flpdcxbb def 87" sbxb

pvxoeca| flpdcxbb slvn vnb pvdvbjbev vndv @rpvojbx dxb pdvlpilbf slvn vnb

vbpv oi ò`d òad poiv fxlek



sbxb pvxoeca| flpdcxbb slvn vnb pvdvbjbev vndv @o`d òad lp vnb oea| hxdef

snl`n lp wxbibxxbf h| jopv oi vnb wbowab

90


64/74

22" voaf Pbxyl`b trdalv| oi ò`d òad lp hbpv djoec vnb òjwbvlvox le

Hnowda% Oea| 9" oi vnb `rpvojbxp dxb soxxlbf dhorv vnb Pbxyl`b trdalv|

snlab% 8" oi vnb `rpvojbxp xdvbf lv dp B~`baabev

63" oi vnb `rpvojbx pbxyl`b dp coof% 88 " oi `rpvojbxp xdekbf lv dp ybx|

coof% Oea| 9 " oi vnb `rpvojbx ibbap lv dp hdf% Vnb `rpvojbx sno xdekbf

lv b~`baabev òevxlhrvbp 2 " oi vnb pdjwab pl}b

62 " oi vnb `rpvojbx ndp xdekbf hxdef edjb oi ò`d òad Wxofr`v dp

coof% Pojb 4< " ndp xdekbf lv dp ybx| coof% Oea| 0" ndp xdekbf lv dp

woox% 82" oi vnb `rpvojbxp ndp xdekbf lv dp idlx% 0


65/74

PRCCBPVLOE

92


66/74

PRCCBPVLOEP

Vdklec vnb dhoyb deda|plp levo òeplfbxdvloe! vnb ioaaoslec wolevp `de hbxbcdxfbf iox irxvnbx jdxkbvlec oi vnb wxofr`v=

Dfybxvlpbjbevp pnoraf vdxcbv vnb bevlxb idjla|! jdlea| hb`drpb lv ndp

hbbe ohpbxybf vndv lxxbpwb`vlyb oi dcb def cbefbx! joxb vnde 32" oi vnb

wbowab ndyb alkbf vnb wxofr v def aook ioxsdxf vo hr| lv dcdle%

Dfybxvlpbjbevp pnoraf nlcnalcnv vnb jdle ibdvrxbp oi vnb wxofr`v vndv lp

vnb b~lpvbe`b oi wraw .snl`n lp daxbdf| jdfb wxojlebev leDfybxvlpbjbevp,; lv pnoraf ad| bjwndplp oe vnb nbdavn def ervxlvloe ydarb

oi vnb wxofr`v def dapo oe vnb id`v vndv lv lp dp coof dp ixbpn ixrlv mrl`b%

Frb vo vnb `rxxbev wxl`bp! de b|bhxos xdlpbx iox pojb! vnb wxofr`v òraf

hb poaf le wd`kp oi 8 ox joxb def vnbxb òraf hb d wxl`b xbfr`vloe%

Dv Jofbxe Vxdfb Orvabvp! snbxb pnowwbxp hr| le hrak! Jlervb Jdlf

Wraw| Oxdecb òraf hb clybe dsd| ixbb! li vnb `rpvojbx hr|p coofpsoxvn joxb vnde d `bxvdle wxl`b aleb% Vnlp pvxdvbc| lp daxbdf| hblec `dxxlbf

orv dv vnb Ioof Soxaf orvabvp% Lv òraf hb levxofr`bf bybe dv Idh Jdaa!

Prhnlkpnd! Pwbe`bxp Fdla|! Hlc Hd}ddx bv`%

Ebs iadyoxp `de hb levxofr`bf levo vnb jdxkbv dp bdxa| dp wopplhab

hb`drpb dxoref 07" oi vnb òeprjbxp sbxb bdcbx vo keos li vnb fxlek

soraf òjb le joxb iadyoxp def deovnbx 47" oi vnb òeprjbxp flf eov

alkb Oxdecb mrl`b po vnb| sbxb devl`lwdvlec vnb wxohdhab adre`n oi ovnbx

iadyoxp%

Pjdaabx wd`kp oi Jlervb Jdlf Wraw| Oxdecb alkb vbvxd wd`kp oi 877*077

ja `de hb levxofr`bf dp! snbe d `rpvojbx sdevp d pjdaa djorev oi vnb

fxlek mrpv vo trbe`n nlp vnlxpv iox vndv jojbev! nb soraf eov sdev vo hr|

d hovvab òevdlelec 677 ja ox 4alvxb oi vnb mrl`b% Vnbxbioxb! pjdaabx wd`kp

oi vnb wxofr`v fo òjb le ndef|%

99


67/74

@OE@ARPLOE

93


68/74

@OE@ARPLOE

Vnb Pdjwalec d`vlylv| sdp d coof ilxpv pvbw levo vnb dxbd oi Jdxkbvlec % Lv cdybcoof djorev oi b~woprxb jdlea| hb`drpb divbx hblec vxdlebf! vxdlebbp sbxb

clybe de owwoxvrelv| vo `dxx| orv vnb wxo`bpp orxpbaybp% Lv nbawbf le fbybaowlec

d òeplfbxdhab djorev oi òeyle`lec pklaap! hb`drpb! lv vook d aov oi lv vo

òeyle`b vnb pvoxb jdedcbxp vo clyb rp òoabx pwd`b vo òoa vnb wxofr`v iox 8

norxp def bybe joxb vo òeyle`b vnb `rpvojbxp levo vdpvlec vnb wxofr`v def vo

cbv xbylbsp ixoj vnbj% D coof refbxpvdeflec oi vnb jdxkbv sdp d`òjwalpnbf

dp dxoref 477 wbowab sbxb pwokbe vo def vndv cxorw òeplpvbf oi d ydxlbv| oi

`rpvojbxp% Vnlp bybe nbawbf le vnb woalpnlec oi òjjrel`dvloe pklaap! d jrpv*

ndyb vo prxylyb def jdkb lv hlc le vnb wxbpbev soxaf% Lv bybe cdyb d coof

refbxpvdeflec oi hbndylox oi `rpvojbxp snbe wad`bf le fliibxbev plvrdvloep% Lv

sdp d coof owwoxvrelv| vo soxk oe vnb pklaa oi wdvlbe`b! dp d adxcb erjhbx oi

`rpvojbxp sbxb vo hb fbdav slvn% Lv nbawbf le fbybaowlec vnb klef oi xbadvloep

oeb ebbfp vo rwnoaf le vnb òxwoxdvb soxaf def lv nbawbf le hrlaflec rw vnb xlcnv

dvvlvrfb%

Dp daa vnb wolevp le vnb dhoyb jbevloebf wdxdcxdwn! dxb vnb jrpv*ndyb pklaap iox

de|oeb le vnb ilbaf oi Jdxkbvlec def Pdabp! vnb vxdlelec wbxlof sdp d coof

b~wbxlbe`b def d coof pvbwwlec pvoeb levo vnb xbda hrplebpp soxaf%

Dp d irvrxb aleb oi xbpbdx`n! vnb Jdxkbvlec Fbwdxvjbev dv òjwde| òraf oiibx

wxomb`vp alkb=

Deda|plp Ljwd`v oi dfybxvlpbjbevp oe vnb Pdabp oi d wdxvl`radx wxofr`v

Deda|plp oi jdmox vxbefp le vnb Leflde Eoe*Daònoal` Hbybxdcb jdxkbv

Deda|plp oi `ndeclec vxbefp le vnb jdxkbv iox @o`d*@oad wxofr`vp

Ioxjradvloe oi Jdxkbv wbebvxdvloe pvxdvbclbp

9>


69/74

HLHALOCXDWN\

9


70/74

HLHALOCXDWN\

HOOKP

Jdxkbvlec Jdedcbjbev Wnlalw Kovabx! Vnb Jlaabeelrj Bflvloe!

Wxbevl`b Ndaa Oi Lefld Wxlydvb Aljlvbf! Ebs Fbanl%

D% Ddkbx! Fdylf% Pvxdvbcl` Jdxkbv jdedcbjbev% Ebs \oxk= Mone

Slab| ) Poep!8774! ww%426*498%

Aby|! Jl`ndba% D% Sblv} %Hdxvoe% Xbvdlalec Jdedcbjbev% Ebs \oxk=

J`Cxbs*Nlaa!8776!ww%9*>! 983

Wdajbx! Dfxlde% Levxofr`vloe vo Jdxkbvlec% Lefld= O~ioxf Relybxplv|

Wxbpp!8776! ww%027*024!090%

Jdxkbvlec Xbpbdx`n=C%@ Hxbk! Vdvd J` Cxds*Nlaa Wrhalpnlec

@ojwde| Aljlvbf! Ebs Fbanl

Wbxlofl`da= Hrplebpp Soxf

FIWL! Deerda Xbwoxv

Xbpbdx`n Jbvnofoaoc|= @%X%Kovndxl ! 8ef bflvloe%

P%E Jrxv| def R Hnomdeed

Sbhplvb Dffxbpp= sss%ò`dòad%òj

sss%ò`dòadlefld%òj

sss%coocabpbdx`n%òj

37
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71/74

DEEB^RXB

TRLPVLOEEDLXB

@rpvojbx Xbpwoepb Trbpvloeedlxb

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L dj pvrfbev oi ilxpv |bdx JHD oi vnb C%C%L%V%J% Hnowda! L dj folec wxomb`v

oe D pvrf| oe @rpvojbx pdvlpid vloe oi @o`d @oad dp d wdxv oi pvrf|% L

xbtrbpv |or vo wxoylfb vnb xbtrlxbf leioxjdvloe iox vnb òjwabvloe oi j| pvrf|%Wxojlpb vndv vnb leioxjdvloe lp rpbf b~àrplyba| iox d`dfbjl` wrxwopb oea|%

4% wbxpoeda wxoilab= D% Edjb=

H% Dffxbpp=

@= Pb~= Jdab= [ Z Ibjdab [ Z

C= Dcb= [ Z

B= O``rwdvloe=

4% Pbai*bjwao|bf= [ Z 0%Wxoibpploeda= [ Z

8% Norpb slib= [ Z 6% Pvrfbev= [ Z

T4, Fo |or alkb ò`d òad wxofr`v ?

4% \bp8% Eo

T8, Fo |or vnlek vndv pdabp wxojovloe wxocxdj vndv lp wxbpbeva| refbxvdkbe h|

ò`d òad% dxb pdvlpid`vox|?

4% \bp8% Eo

T0, Fo |or vnlek ò`d òad ndp d xbdpoedhab wxl`b ?

4% \bp8%Eo

T6, Fo |or vnlek @o`d òad òaf fxlek ndp pdvlpid`vox| vbpv dp òjwdxb vndeovnbx?

d, Pvxoeca| dcxbb

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h, Dcxbb`, Pvxoeca| flpdcxbbf, Flpdcxbb

b, Eblvnbx dcxbb eox flpdcxbb

T2, Fo |or vnlek ò`d òad lp wxofr`v snl`n pbaa le adxcb eo% oi xbvdla pnowp%?

d, Pvxoeca| dcxbb

h, Dcxbb`, Pvxoeca| flpdcxbbf, Flpdcxbbb, Eblvnbx dcxbb eox flpdcxbb

T9, @rpvojbx dxb pdvlpilbf slvn `nol`b xbcdxfp iadyox le ò`d òad?

d, Pvxoeca| dcxbbh, Dcxbb`, Pvxoeca| flpdcxbbf, Flpdcxbbb, Eblvnbx dcxbb eox flpdcxbb

T3, @rpvojbx dxb pdvlpilbf slvn vnb vbpv oi ò`d òad poiv fxlek ?d, Pvxoeca| dcxbb

h, Dcxbb`, Pvxoeca| flpdcxbbf, Flpdcxbbb, Eblvnbx dcxbb eox flpdcxbb

T>, @o`d òad lp vnb oea| hxdef snl`n lp wxbibxxbf h| jopv oi vnb wbowab?

d, Pvxoeca| dcxbbh, Dcxbb`, Pvxoeca| flpdcxbbf, Flpdcxbbb, Eblvnbx dcxbb eox flpdcxbb

T


74/74

h, Idlx`, Cooff, B~`baabev

b, Ybx| coofT47, Xdvlec iox `rpvojbx pbxyl`b oi vnb @o`d òad

d, Wooxh, Idlx`, Cooff, B~`baabevb, Ybx| coof

T44, Xdeklec oi @o`d òad xbcdxfp hxdef edjb le Hnowda

d, Wooxh, Idlx`, Cooff, B~`baabevb, Ybx| coof

T48, Snl`n òaf fxlek fo |or alkb jopv ?

d, Wooxh, Idlx

`, Cooff, B~`baabevb, Ybx| coof

T40, Dfybxvlpbjbev oi @o`d òad lp

d, Wooxh, Idlx`, Cooff, B~`baabev

b, Ybx| coof

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