ࡱ> `bjbjss.ZP:::::::N))))B*LNK2*"."."."."..<(/ J"J"J"J"J"J"J$KLhNbFJ:0".".00FJ::".".J)7)7)70^:".:". J)70 J)7)7G|::,I".* <)A40HlIJ0KBHO50O$,I,IO:@I,H/L/6)7/,/H/H/H/FJFJ7 H/H/H/K0000NNNDNNNNNN:::::: 1203$8=0=A>2K9 <5=546<5=B@>5:B <5@>?@8OB89 ?> C;CGH5=8N >1A;C6820=8O :;85=B>28?;><#!8820073500>>@48=0BK: M;5:B@>==0O ?>GB0 acher@wiseowl.ru Icq 170552870, B5;5D>= 89168119086. www.wiseowl.ru !   TOC \o "1-3" \h \z \u  HYPERLINK \l "_Toc157094386" 2545=85  PAGEREF _Toc157094386 \h 3  HYPERLINK \l "_Toc157094387" 1. "5>@5B8G5A:0O G0ABL  PAGEREF _Toc157094387 \h 4  HYPERLINK \l "_Toc157094388" 1.1.;85=B>;>38O  ACBL, A>45@60=85, ?>4E>4K  PAGEREF _Toc157094388 \h 5  HYPERLINK \l "_Toc157094389" 1.2. $>@<K >1A;C6820=8O, 284K CA;C3 - 8E :;0AA8D8:0F8O, B5=45=F8O @0728B8O 8 ?@028;0 >@30=870F88 MDD5:B82=>3> A5@28A0  PAGEREF _Toc157094389 \h 8  HYPERLINK \l "_Toc157094390" 1.3.>2K5 B5E=>;>388 8 <5B>4K 2 >1A;C6820=88 :;85=B>2  PAGEREF _Toc157094390 \h 12  HYPERLINK \l "_Toc157094392" 2.=0;8B8G5A:0O G0ABL  PAGEREF _Toc157094392 \h 19  HYPERLINK \l "_Toc157094393" 2.1.=0;87 A53<5=B0 @K=:0 CA;C3  PAGEREF _Toc157094393 \h 19  HYPERLINK \l "_Toc157094398" 2.2.1I0O E0@0:B5@8AB8:0 ?@54?@8OB8O  PAGEREF _Toc157094398 \h 21  HYPERLINK \l "_Toc157094400" 2.3.=0;87 >A=>2=KE B5E=8:>-M:>=><8G5A:8E ?>:070B5;59  PAGEREF _Toc157094400 \h 24  HYPERLINK \l "_Toc157094401" 2.4. =0;87 :0G5AB20 8 A8AB5<K >1A;C6820=8O :;85=B>2  PAGEREF _Toc157094401 \h 31  HYPERLINK \l "_Toc157094406" 2.5.=0;87 8<8460 D8@<K, @5:;0<K 8 PR  PAGEREF _Toc157094406 \h 42  HYPERLINK \l "_Toc157094407" 2.5. K2>4K ?> 0=0;8B8G5A:>9 G0AB8 @01>BK  PAGEREF _Toc157094407 \h 44  HYPERLINK \l "_Toc157094408" 3.@>5:B=0O G0ABL  PAGEREF _Toc157094408 \h 50  HYPERLINK \l "_Toc157094410" 3.1.5@>?@8OB8O ?> 2=54@5=8N A8AB5<K CGQB0 ?5@A>=0;L=KE B@51>20=89 :;85=B>2  PAGEREF _Toc157094410 \h 51  HYPERLINK \l "_Toc157094411" 3.1.1.@>3@0<<0 02B><0B870F8O 2=CB@5==8E ?@>F5AA>2  PAGEREF _Toc157094411 \h 51  HYPERLINK \l "_Toc157094412" 3.1.2. 0AG5B M:>=><8G5A:>9 MDD5:B82=>AB8 8 @5=B015;L=>AB8 8=25AB8F89 2=54@5=8O CRM  PAGEREF _Toc157094412 \h 60  HYPERLINK \l "_Toc157094413" 3.2.5@>?@8OB8O ?> @07@01>B:5 @5:;0<=>9 :0<?0=88  PAGEREF _Toc157094413 \h 66  HYPERLINK \l "_Toc157094414" 3.3.5@>?@8OB8O ?> @07@01>B:5 4;O ?@54?@8OB8O PR-:><?0=88  PAGEREF _Toc157094414 \h 69  HYPERLINK \l "_Toc157094415" 3.4. 5@>?@8OB8O ?> ?>2KH5=8N :0G5AB20 8 :C;LBC@K >1A;C6820=8O  PAGEREF _Toc157094415 \h 72  HYPERLINK \l "_Toc157094416" 3.5..5@>?@8OB8O ?> A>25@H5=AB2>20=8N A8AB5<K :04@>2>3> <5=546<5=B0 2 >@30=870F88  PAGEREF _Toc157094416 \h 76  HYPERLINK \l "_Toc157094417" 3.6.5@>?@8OB8O ?> A>740=8N AB@0B5388 @0728B8O D8@<K  PAGEREF _Toc157094417 \h 77  HYPERLINK \l "_Toc157094418" 3.7. K2>4K ?> ?@>5:B=>9 G0AB8 @01>BK  PAGEREF _Toc157094418 \h 78  HYPERLINK \l "_Toc157094419" 0:;NG5=85  PAGEREF _Toc157094419 \h 83  HYPERLINK \l "_Toc157094420" 81;8>3@0D8G5A:89 A?8A>:  PAGEREF _Toc157094420 \h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c 94]. #25;8G5=85 A?@>A0 =0 @07=>3> @>40 CA;C38 <>6=> >1JOA=8BL 2;8O=85< F5;>3> @O40 D0:B>@>2. >-?5@2KE, 2 @57C;LB0B5 @>AB0 1;03>A>AB>O=8O 2>7@>A;> 65;0=85 ?>B@518B5;59 >1;53G8BL B0:CN @CB8==CN @01>BC, :0: C1>@:0, ?@83>B>2;5=85 ?8I8 8 B.4., GB> ?@825;> : ?@>F25B0=8N 8=4CAB@88 :><D>@B0. >-2B>@KE, @>AB 4>E>4>2 8 ?>O2;5=85 4>?>;=8B5;L=>3> A2>1>4=>3> 2@5<5=8 C25;8G8;8 A?@>A =0 F5;K9 @O4 CA;C3, A2O70==KE A ?@>2545=85< 4>AC30 8 70=OB8O<8 A?>@B><. -B@5BL8E, @>AB 8A?>;L7>20=8O 2KA>:>B5E=>;>38G=KE B>20@>2 2 4><0H=8E CA;>28OE (4><0H=85 :><?LNB5@K, <C;LB8<5489=0O 0C48>- 8 2845>B5E=8:0, A8AB5<K 157>?0A=>AB8) ?@825; : C25;8G5=8N ?>B@51=>AB8 2 A?5F80;8AB0E ?> 8E CAB0=>2:5 8 >1A;C6820=8N. A5 MB8 B5=45=F88, 2 A2>N >G5@54L, 2K720;8 @>AB A5@28A0 2> 2A5E >B@0A;OE M:>=><8:8. <5==> MB8< >1CA;>2;5=0 0:BC0;L=>ABL 2K1@0==>9 B5<K @01>BK. @54<5B>< @01>BK O2;O5BAO 8AA;54>20=85 A8AB5<K >1A;C6820=8O :;85=B>2 8 5Q CA>25@H5=AB2>20=85. 1J5:B 8AA;54>20=8O -  5:-B5: &5;L @01>BK - @07@01>B0BL ?@>5:B <5@>?@8OB89 ?> C;CGH5=8N 2708<>459AB28O :><?0=88 A :;85=B0<8. ;O 4>AB865=8O ?>AB02;5==>9 F5;8 =5>1E>48<> @5H8BL ?>AB02;5==K5 7040G8: - @0AA<>B@5BL A5@28A=CN 45OB5;L=>ABL ?@54?@8OB8O; - ?@>25AB8 :;0AA8D8:0F8N D>@< >1A;C6820=8O :;85=B>2; - 87CG8BL >A=>2=K5 D>@<K, <5B>4K, B5E=>;>388 8 ?@85<K @01>BK A :;85=B0<8; - 40BL E0@0:B5@8AB8:C 8 ?@>25AB8 0=0;87 <0@:5B8=3>2>9 45OB5;L=>AB8  5:-B5:; - >F5=8BL MDD5:B82=>ABL ?@>872>4AB25==KE ?@>F5AA>2, A2O70==KE A @50;870F859 :>=F5?F88 <0@:5B8=30 ?0@B=5@A:8E >B=>H5=89; - 87CG8BL <5B>4>;>38N 8 ?@0:B8:C ?;0=8@>20=8O =0 >A=>25 :;85=B->@85=B8@>20==>3> ?>4E>40 (CRM); - ?@>0=0;878@>20BL ACI5AB2CNICN A8AB5<C @01>BK A :;85=B0<8 2  5:-B5:; - A45;0BL 2K2>4K 8 @07@01>B0BL ?@54;>65=8O ?> @57C;LB0B0< 8AA;54>20=8O. 50;870F8O 2KH5 ?>AB02;5==KE 7040G ?>72>;8B @0A:@KBL B5<0B8:C 8AA;54C5<>9 @01>BK 8 ?>;CG8BL 7=0=8O 2 >1;0AB8 A5@28A=>9 45OB5;L=>AB8 ?@54?@8OB8O. 0:;NG5=85 !5@28A ?@54AB02;O5B A>1>9 :><?;5:A CA;C3, A2O70==KE A> A1KB>< 8 M:A?;C0B0F859 ?@>4C:F88 :0: ?@><KH;5==>3>, B0: 8 ?@>4>2>;LAB25==>3> =07=0G5=8O. A=>2=K<8 DC=:F8O<8 A5@28A0 O2;ONBAO ?@82;5G5=85 ?>:C?0B5;O, ?>445@6:0 8 @0728B85 ?@>406 B>20@0, 8 8=D>@<8@>20==>ABL ?>:C?0B5;O.  >A=>2=K< ?@8=F8?0< A5@28A0 >B=>AOBAO >1O70B5;L=>ABL ?@54;>65=8O, =5>1O70B5;L=>ABL 8A?>;L7>20=8O, M;0AB8G=>ABL 8 C4>1AB2> A5@28A0, B5E=8G5A:0O 045:20B=>ABL A5@28A0, 8=D>@<0F8>==0O >B40G0 A5@28A0, @07C<=0O F5=>20O ?>;8B8:0 8 30@0=B8@>20==>5 A>>B25BAB285 A5@28A0 ?@>872>4AB2C. 'B>1K A5@28A 1K; MDD5:B82=K<, 4>;6=0 1KBL A>1;N45=K: ?@028;L=0O AB@0B538O, A2O7L A ?>:C?0B5;5<, AB0=40@BK >1A;C6820=8O, G5B:0O A8AB5<0 A=0165=8O, ?5@A>=0; 4>;65= 1KBL >1CG5=, >A=>2=0O F5;L  =C;L 45D5:B>2. !5@28A <>65B ?@>872>48BLAO A;C61>9 D8@<K-?@>872>48B5;O, A?5F80;L=K<8 A5@28A=K<8 D8@<0<8 ?> 4>3>2>@C A ?@>872>48B5;5<, 48;5@0<8 8 ?5@A>=0;>< D8@<K-?>:C?0B5;O, ?@>H54H8< A?5F80;L=CN ?>43>B>2:C. @0B:> >?@545;82 =>259HCN :>=F5?F8N <0@:5B8=30 - :;85=B>>@85=B8@>20==K9 <0@:5B8=3, 02B>@ ?@54AB028; 8 4>:070B5;LAB2> 0:BC0;L=>AB8 40==>9 :>=F5?F88 <0@:5B8=30, 2 >A=>25 :>B>@>9 ;568B =5 B>20@, 0 :><<C=8:0F8O A ?>:C?0B5;5<. <5==> :><<C=8:0F88, B> 5ABL 2708<>>B=>H5=8O, 0 =5 B>20@ - 2>B GB> 459AB28B5;L=> 0:BC0;L=> 4;O A>2@5<5==>9 M:>=><8:8 8 :>@@5;8@C5B A >1I5AB25==K< 8 =0CG=>-B5E=8G5A:8< ?@>3@5AA><, M2>;NF859 ?>2545=G5A:8E ?@54?>GB5=89 ?>B@518B5;O. >A:>;L:C ;N10O B5>@8O B@51C5B A2>53> ?@0:B8G5A:>3> ?@8<5=5=8O, B> ?@5420@OO ?5@5E>4 >B B5>@5B8G5A:>9 : ?@0:B8G5A:>9 G0AB8 =0AB>OI59 :C@A>2>9 @01>BK, 02B>@ @0AA<>B@5; ?@0:B8G5A:CN :>=F5?F8N #?@02;5=8O 2708<>>B=>H5=8O<8 A :;85=B0<8 (CRM). 2B>@>< 2 40==>9 G0AB8 @01>BK @0AA<>B@5=K ?@>4C:BK, :>B>@K5 ?>72>;ONB 02B><0B878@>20BL 187=5A-?@>F5AAK <0@:5B8=30, ?@>406 8 >1A;C6820=8O, ?@8 MB>< A>E@0=OO ?>AB>O==CN >@85=B8@>20==>ABL =0 :;85=B0 8 53> ?>B@51=>AB8. ?8A0=K B0:65 8 B@048F8>==K5 A>AB02;ONI85 G0AB8 ?>4>1=KE A8AB5<, 40=K B5>@5B8G5A:85 >A=>2K ?> AD5@5 8E ?@8<5=5=8O 2 ?;0=8@>20=88 <0@:5B8=30 8 187=5A5. 1J5:B>< 8AA;54>20=8O @01>BK O2;O5BAO @5:;0<=0O :><?0=8O 5:-B5:, :>B>@0O E0@0:B5@87C5BAO A;54CNI59 M:>=><8G5A:>9 48=0<8:>9 C<5=LH5=85 :@548B>@A:>9 704>;65==>AB8 ?> 2A5< AB0BLO<; ?@54?@8OB85 8<55B 4>AB0B>G=CN B5:CICN ;8:284=>ABL 8 <>65B 70 AGQB >1>@>B=KE A@54AB2 ?>30A8BL A2>8 :@0B:>A@>G=K5 >1O70B5;LAB20. D8@<0 >1;0405B ?@0:B8G5A:8 4>AB0B>G=>9 D8=0=A>2>9 02B>=><859, B> 5ABL =57028A8<>ABLN >B 2=5H=8E 709<>2. C25;8G5=85 @0AE>4>2 D8@<K A=865=85 @=5B015;L=>AB8 0 >A=>20=88 ?@>254Q==>3> 0=0;870 =5>1E>48<> A45;0BL A;54CNI85 2K2>4K. 1.$8@<0 8A?KBK205B @O4 ?@>1;5<: >BACBAB285 MDD5:B82=KE <5B>4>2 AB8<C;8@>20=8O A1KB0 CA;C38; >BACBAB285 02B><0B878@>20==>9 A8AB5<K CGQB0 ?5@A>=0;L=KE B@51>20=89 :;85=B>2; >BACBAB285 <0AA>2>9 @5:;0<K; =5C7=0205<>ABL 1@5=40 =0 C;8F0E >A:2K; A=865=85 :0G5AB20 8 :C;LBC@K >1A;C6820=8O; ?;>E>5 @0A?@545;5=85 @01>G53> 2@5<5=8 A@548 <5=5465@>2; A;01K9 :>=B@>;L; >BACBAB285 A8AB5<K ?@>3=>78@>20=8O A1KB0 CA;C38. 2. 0 >A=>20=88 ?>AB02;5==KE ?@>1;5< =5>1E>48<> @5H8BL A;54CNI85 7040G8: <8=8<878@>20BL AC<<0@=K5 8745@6:8 70 AGQB @5>@30=870F88 DC=:F8>=0;L=>9 45OB5;L=>AB8 D8@<K; <0:A8<878@>20BL G8ABCN ?@81K;L 70 AGQB 2=54@5=8O 02B><0B878@>20==>9 A8AB5<K C?@02;5=8O :;85=B0<8 8 ?@>2545=8O <0AA>2>9 @5:;0<=>9 0:F88; C25;8G8BL AB>8<>ABL :><?0=88 70 AGQB ?>2KH5=8O 8<8460, :0G5AB20 8 :C;LBC@K >1A;C6820=8O :;85=B>2; @07@01>B0BL AB@0B538N @0728B8O D8@<K. @0:B8G5A:0O G0ABL =0AB>OI59 :C@A>2>9 @01>BK =0G8=05BAO A :@0B:>9 E0@0:B5@8AB8:8 8AA;54C5<>9 >@30=870F88, >?8A0=8O 5Q >@30=870F8>==>9 AB@C:BC@K 8 187=5A - F5;59. ;O 4>AB865=8O ?>AB02;5==KE 2 @0<:0E 40==>9 48?;><=>9 @01>BK F5;59 8 7040G, 1K; A>AB02;5= ?;0= ?@0:B8G5A:>9 8AA;54>20B5;LA:>9 @01>BK 2 >@30=870F88  5:-B5:. ;0= 2:;NG0; 2 A51O MB0?K 0=0;870 ACI5AB2CNI8E ?@>F5AA>2 2708<>>B=>H5=89 A :;85=B0<8, <>45;8@>20=8O >?B8<0;L=KE ?@>F5AA>2, 2KO2;5=8O ?@>1;5< 70 AG5B A@02=5=8O @50;L=>3> 8 A<>45;8@>20==>3> 187=5A-?@>F5AA>2, @07@01>B:8 :@0B:8E ?@0:B8G5A:8E @5:><5=40F89 ?> A>25@H5=AB2>20=8N A8AB5<K @01>BK A :;85=B0<8. AA;54>20B5;LA:0O G0ABL =0AB>OI59 @01>BK, >?8AK205B ACI5AB2CNI85 187=5A-?@>F5AAK A ?@82O7:>9 : 8AA;54C5<K< ?>4@0745;5=8O< :><?0=88. 0 >A=>20=88 ?>;CG5==KE 8AA;54>20B5;LA:8E 40==KE, 02B>@ >?@545;8; A0<>5 ?>:070B5;L=>5 ?>4@0745;5=85 A8AB5<K 2708<>>B=>H5=89 A :;85=B0<8  5:-B5:, 2 :>B>@>< ?@8ACBAB2>20;> 1K <0:A8<C< B8?>2 >?5@0F89 2708<>>B=>H5=89 A :;85=B0<8, ?@54AB02;5==KE  46 $ & ( * : < > r ڿ}tj\jjh5bhj[5Uh5bhj[5h5bhj[0J*j h5bhj[5>*B*Uphh5bhj[5h5bhj[0J5jh5bhj[0J5Uhj[56CJaJjhj[56CJUaJhA~yhj[5CJaJhj[5CJaJ h@ hj[h*B*Uphh5bhj[5h5bhj[0J5h5bhj[56CJaJjh5bhj[0J5Uh5bhj[5jh5bhj[5Ujh5bhj[5Un p r        J L N P : < > r t v x z | ŷӁu[ŷG&jth5bhj[UmHnHu2jh5bhj[>*B*UmHnHphuh5bhj[mHnHuh5bhj[CJaJmHnHu&jzh5bhj[UmHnHu#jh5bhj[UmHnHuh5bhj[mHnHuh5bhj[0JmHnHu$jh5bhj[0JUmHnHu2jh5bhj[>*B*UmHnHphu| ~ *,.bdfjlnprtΨΚte[S[=e*jh5bhj[5>*B*Uphh5bhj[5h5bhj[0J5jh5bhj[0J5U&jnh5bhj[UmHnHu#jh5bhj[UmHnHuh5bhj[mHnHu2jh5bhj[>*B*UmHnHphuh5bhj[mHnHuh5bhj[0JmHnHu$jh5bhj[0JUmHnHuh5bhj[CJaJmHnHu "$&^`bdk]K]7&jb h5bhj[UmHnHu#jh5bhj[UmHnHuh5bhj[mHnHu2j h5bhj[>*B*UmHnHphuh5bhj[mHnHuh5bhj[0JmHnHu$jh5bhj[0JUmHnHuh5bhj[56CJaJjh5bhj[0J5Ujh h5bhj[5Ujh5bhj[5Uh5bhj[5h5bhj[0J$&(*rtvdfh̼̮̮t̼̮Z̮2j h5bhj[>*B*UmHnHphu&j\ h5bhj[UmHnHu2j h5bhj[>*B*UmHnHphuh5bhj[mHnHuh5bhj[0JmHnHuh5bhj[CJaJmHnHu$jh5bhj[0JUmHnHuh5bhj[mHnHu#jh5bhj[UmHnHuTVXڹuaڹG2j h5bhj[>*B*UmHnHphu&jP h5bhj[UmHnHu2j h5bhj[>*B*UmHnHphuh5bhj[mHnHuh5bhj[0JmHnHuh5bhj[CJaJmHnHu$jh5bhj[0JUmHnHuh5bhj[mHnHu#jh5bhj[UmHnHu&jV h5bhj[UmHnHulF,<,RVhj'h($dh`a$gdj[ $dh@&a$gdj[ $dha$gdj[  % dhgdj[gdj[  % dhgdj["&(*^`bfhjlnp8:<@BDFeQ&jDh5bhj[UmHnHu2jh5bhj[>*B*UmHnHphuh5bhj[mHnHuh5bhj[CJaJmHnHu&jJh5bhj[UmHnHu#jh5bhj[UmHnHuh5bhj[mHnHuh5bhj[0JmHnHsH uh5bhj[0JmHnHu$jh5bhj[0JUmHnHuFHJ,.02綨wkwQwCh5bhj[mHnHu2jh5bhj[>*B*UmHnHphuh5bhj[mHnHuh5bhj[0JmHnHu$jh5bhj[0JUmHnHuj>h5bhj[5Ujh5bhj[5Uh5bhj[5h5bhj[0J*jh5bhj[5>*B*Uphh5bhj[5h5bhj[0J5jh5bhj[0J5U  JLNP:<t`&j2h5bhj[UmHnHu2jh5bhj[>*B*UmHnHphuh5bhj[mHnHuh5bhj[0JmHnHuh5bhj[CJaJmHnHu$jh5bhj[0JUmHnHu&j8h5bhj[UmHnHuh5bhj[mHnHu#jh5bhj[UmHnHu<>@ "&(*,.0hjln ŷӁu[ŷG&j&h5bhj[UmHnHu2jh5bhj[>*B*UmHnHphuh5bhj[mHnHuh5bhj[CJaJmHnHu&j,h5bhj[UmHnHu#jh5bhj[UmHnHuh5bhj[mHnHuh5bhj[0JmHnHu$jh5bhj[0JUmHnHu2jh5bhj[>*B*UmHnHphuPRTV  JLNPΨΘΊxdxxJΊx2jh5bhj[>*B*UmHnHphu&j h5bhj[UmHnHu#jh5bhj[UmHnHuh5bhj[mHnHuh5bhj[0JmHnHsH u2jh5bhj[>*B*UmHnHphuh5bhj[mHnHuh5bhj[0JmHnHu$jh5bhj[0JUmHnHuh5bhj[CJaJmHnHu NPRT.0268:<>@xz̹ua̹&jh5bhj[UmHnHu2jh5bhj[>*B*UmHnHphuh5bhj[mHnHuh5bhj[0JmHnHuh5bhj[CJaJmHnHu$jh5bhj[0JUmHnHu#jh5bhj[UmHnHu&jh5bhj[UmHnHuh5bhj[mHnHuz|~ "&(*,.0hjlnźŬvjPŬ2jh5bhj[>*B*UmHnHphuh5bhj[mHnHuh5bhj[CJaJmHnHu&jh5bhj[UmHnHu#jh5bhj[UmHnHuh5bhj[mHnHuhj[0JmHnHuh5bhj[0JmHnHu$jh5bhj[0JUmHnHu2jh5bhj[>*B*UmHnHphu:<>@TVXڹri_Q_AQ_Qjh5bhj[5Ujh5bhj[5Uh5bhj[5h5bhj[0J*jh5bhj[5>*B*Uphh5bhj[5h5bhj[0J5jh5bhj[0J5Uh5bhj[CJaJmHnHu$jh5bhj[0JUmHnHuh5bhj[mHnHu#jh5bhj[UmHnHu&jh5bhj[UmHnHu DFHLNPRTVfhj"ٻ㲨ui[P[EhA~yhj[CJaJhj[56CJaJh/hj[56CJaJhy'hj[5CJaJ(jhj[56CJUaJmHnHujh5bhj[5Ujh5bhj[5Uh5bhj[5h5bhj[0J*jh5bhj[5>*B*Uphh5bhj[5h5bhj[0J5jh5bhj[0J5Uh5bhj[56CJaJ""x%z%''''..N../ /./2/H//|0r22,42444b5566666*7,788698999^:`:r:t:<<x<礖ssssssshV*hMSNCJNHaJhV*hMSNCJaJhMSN56CJaJh/hMSN56CJaJhj[5CJaJhA~yhj[CJaJmH sH hj[CJaJhA~yhj[5CJaJhj[CJaJmH sH hHhj[CJaJhA~yhj[CJaJ j-hA~yhj[CJaJ-h(-...2//00N112x3844b5666 $dh@&a$gdMSN$ 7dh@&^a$gdj[$ dh`a$gdj[$ dh`a$gdj[$ 7dh`a$gdj[$dh`a$gdj[66>AJFFGGHIIIJJPKK&LvLLLbp@LNکڬҮɽಽh"hMSNCJaJmH sH h"hMSNCJaJUhMSN5CJaJhXphMSNCJaJh0.chMSN5CJaJh.hMSN5CJaJhXhMSNCJaJhMSNCJaJhV*hMSNCJaJhV*hMSNCJNHaJ7$ & Fdha$gdMSN$dh`a$gdMSN$ & Fdha$gdMSN $dha$gdMSN$ & Fdha$gd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ales ExpertII) 8 40=> 53> :@0B:>5 >?8A0=85. 57N<8@CO ?>43>B>28B5;L=CN G0ABL, 02B>@ >F5=8; 2>7<>6=K5 @8A:8 8 ?>B5@8 >B 2=54@5=8O CRM-A8AB5<K, 0 B0:65 A?>A>1K 8E A=865=8O 8 @5H5=8O.  70:;NG5=85 =0AB>OI59 :C@A>2>9 @01>BK, 02B>@ >?@545;8; 70B@0BK =0 2=54@5=85 A8AB5<K, >?@545;8; 8AB>G=8:8 M:>=><8G5A:>3> MDD5:B0 8 =0 >A=>20=88 40==KE ?8;>B=>3> ?@>5:B0 2=54@5=8O A8AB5<K @0AAG8B0; ?@54?>;0305<K9 3>4>2>9 M:>=><8G5A:89 MDD5:B >B 2=54@5=8O CRM-A8AB5<K Sales Expert II 2 >@30=870F88  5:-B5: @54AB02;5==K5 2 B@5BL59 3;025 =0AB>OI59 :C@A>2>9 @01>BK @0AG5BK ?>:07K20NB, GB> 70 AG5B 3@0<>B=>3> 2K1>@0 8 2=54@5=8O CRM-A8AB5<K  5:-B5: 157 C25;8G5=8O HB0B0 <>65B C25;8G8BL >1J5< ?@>406 =0 44% 70 AG5B 8AB>G=8:>2 M:>=><8G5A:>3> MDD5:B0. >4>2>9 M:>=><8G5A:89 MDD5:B >B 2=54@5=8O CRM-A8AB5<K Sales Expert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ountdown  >A:20 ACI5AB2C5B =0 @K=:5 >A2K C65 3>4, 2KE>48B >48= @07 2 :20@B0; B8@06>< 3000 M:75<?;O@>2. C@=0; ?@54AB02;O5B A>1>9 ?>;=>F25B=>5 A?@02>G=>-8=D>@<0F8>==>5 8740=85, 2 :>B>@>< @07<5I05BAO <=>3> ?>;57=>9 8=D>@<0F88 . A=>2=K< G8B0B5;5< 6C@=0;0 O2;ONBAO @C:>2>48B5;8 8 A>B@C4=8:8 :@C?=KE :><<5@G5A:8E D8@< - CG0AB=8:8 <564C=0@>4=>9 ?@>3@0<<K A:84>: Countdown. 07<5I5=85 A?@02>G=>9 8=D>@<0F88 8 2KA>:>5 :0G5AB2> ?5G0B8 >15A?5G8205B 8740=8N 4>AB0B>G=> 4;8B5;L=>5 8A?>;L7>20=85 53> G8B0B5;O<8. !>740=85 A>1AB25==>3> A09B0, A =53> 4>;65= 1KBL ?5@5E>4 =0 A09BK ?> B5<5. @>3@0<<0 ?@>42865=8O 2 INTERNETE. B0:, :;85=B >@85=B8@>20==K9 ?>4E>4 <>65B 1KBL @50;87>20= ;8HL ?@8 CA;>288 C?@02;5=8O 8 A8=E@>=870F88 2708<>459AB28O A :;85=B>< 2> 2A5E B>G:0E A>?@8:>A=>25=8O  ?@8 ?@O<>< :>=B0:B5 G5@57 <5=5465@>2 ?@>406, A ?><>ILN CRM-B5E=>;>389, 0 B0:65 G5@57 ?0@B=5@A:85 8 48;5@A:85 A5B8, B.5. G5@57 548=CN M;5:B@>==CN A8AB5<C. "0:0O A8AB5<0 ?>72>;O5B :><?0=88 ?>445@6820BL ?>;=>F5==K9 =5?@5@K2=K9 480;>3 A :;85=B><, ?>=8<0BL :;85=B0 8 CG8BK20BL 8AB>@8N 53> 70?@>A>2 2 ;N1>9 B>G:5 :>=B0:B0 A B5<, GB>1K :;85=B GC2AB2>20;, GB> : =5<C >B=>AOBAO A <0:A8<0;L=> 2>7<>6=K< 2=8<0=85<.  2 @57C;LB0B5, C4>2;5B2>@OO :;85=B0 ;CGH5, G5< MB> 45;05B :>=:C@5=B, :><?0=8O ?>;CG05B ;CGH85 D8=0=A>2K5 @57C;LB0BK. 57C;LB0B>< ?@54;>65==KE <5@>?@8OB89 AB0=5B ?>2KH5=85 @5=B015;L=>AB8 8 :>=:C@5=B>A?>A>1=>AB8 D8@<K 2 2007-2008 3>40E (A<.B01;.23). 0 ?@>3=>78@C5<K ?5@8>4 2@5<5=8 ?@>87>945B @57:89 @>AB 4>E>4>2 ?@54?@8OB8O 8 >B=>A8B5;L=>5 A=865=85 @0AE>4>2. 5=B015;L=>ABL ?@54?@8OB8O 2>7@0ABQB A 4% 2 2006 3>4C 4> 27% 2 2007 3>4C 8 4> 31,6% 2 2008 3>4C. 5>1E>48<> >B<5B8BL C25;8G5=85 70@?;0BK ?5@A>=0;0, >B=>A8B5;L=>5 C<5=LH5=85 :><<5@G5A:8E 8 C?@02;5=G5A:8E @0AE>4>2, @>AB 2A5E B5E=8:>-M:>=><8G5A:8E ?>:070B5;59 2 45OB5;L=>AB8 @5:;0<=>3> 035=BAB20  5:-B5: 70 ?5@8>4 2007-2008 33. (A@54=53>4>20O AB>8<>ABL $-123,5%;20;>20O ?@81K;L =0 1 @C1;L @50;870F88-101,1%; G8AB0O ?@81K;L =0 1 @C1;L @50;870F88-109,6%; 2K@01>B:0 =0 1 @01>B0NI53>-129,8%;A@54=53>4>20O 70@?;0B0-109,8%). >MB><C >B<5G05BAO 2KA>:0O M:>=><8G5A:0O ?@>4C:B82=>ABL ?@54;0305<KE <5@>?@8OB89 =0  5:-B5:. !B@0B538O @0728B8O :><?0=88  5:-B5: 4>;6=0 1KBL =0F5;5=0 =0 @>AB 8 ?5@A?5:B82=>5 @5H5=85 ACI5AB2CNI8E ?@>1;5< ?CB5< A>25@H5=AB2>20=8O :0G5AB20 CA;C3, A8AB5< <5=546<5=B0 8 <0@:5B8=30, 8A?>;L7CO A>1AB25==K5 A8;L=K5 AB>@>=K 8 2>7<>6=>AB8 2=5H=59 A@54K, 0 B0:65, ?@8=8<0O 2> 2=8<0=85 D0:B =0;8G8O A8;L=KE :>=:C@5=B>2, ?@54?@8OB8N =5>1E>48<> ?@845@6820BLAO AB@0B5388 8718@0B5;L=>9 @50:F88 =0 ?>2545=85 :>=:C@5=B>2 2 >1;0AB8 @5:;0<K, F5=>>1@07>20=8O. &5;5A>>1@07=> ?@54;>68BL :><?0=88 ?@845@6820BLAO AB@0B5388 @>AB0, >ACI5AB2;ONI53>AO ?CB5< 5653>4=>3> 7=0G8B5;L=>3> ?>2KH5=8O C@>2=O :@0B:>A@>G=KE 8 4>;3>A@>G=KE F5;59 =04 C@>2=5< ?>:070B5;59 ?@54K4CI53>, C25;8G5=8O 0AA>@B8<5=B0 CA;C3, @0728B8O :>=:C@5=B=KE ?@58<CI5AB2 2 >1;0AB8 :0G5AB20 8 F5=>2>9 ?>;8B8:8. 81;8>3@0D8G5A:89 A?8A>: @0640=A:89 >45:A $.  .: -:70<5=, 2004.-549A. 0:>= $ 20;8D8:0F8>==K9 A?@02>G=8: 4>;6=>AB59 @C:>2>48B5;59, A?5F80;8AB>2 8 A;C60I8E.  .: -:>=><8:0, 2004.-541A.  70I8B5 ?@02 ?>B@518B5;59. - .: $5=8:A, 2003.-456A. 20=5A>20 ..!5@28A=0O 45OB5;L=>ABL: AB>@8G5A:0O 8 A>2@5<5==0O ?@0:B8:0, ?@54?@8=8<0B5;LAB2>, <5=546<5=B: #G51=>5 ?>A>185 4;O ABC45=B>2 2C7>2 / .. 20=5A>20.  .: A?5:B @5AA, 2004.  318A. :C;8G .. 0@:5B8=3: - #G51=8:/ .. :C;8G.  2-5 874.  =.: KH. H:., 2005.- 447A. ;5:AC=8= .. 0@:5B8=3: @0B:89 :C@A. #G51=>5 ?>A>185.( 2-5 874.(.:740B5;LA:89 4><  0H:>2 8 > ,2004.(191 A. AA5;L 5=@8. 0@:5B8=3: ?@8=F8?K 8 AB@0B538O: #G51=8: 4;O 2C7>2.  .: $   , 2005.  510 A. 0A>2A:89 .. 0@:5B8=3: C@A ;5:F89. ( .: $ -,2004.(219 A. >=G0@C: . . 0728B85 ?@54?@8OB8O. .: HYPERLINK "/context/detail/id/1509117/"5;>, 2005.-852A. >=G0@C: . . 0@:5B8=3>2>5 :>=AC;LB8@>20=85. .: 5;>, 2004.-569A. >;L4HB59= ./. ==>20F8>==K9 <5=546<5=B. "030=@>3: 7-2> " "#, 2005.-692A. >;L4HB59= ./. A=>2K <5=546<5=B0. "030=@>3: " "#, 2005.-681A. >;C1:>2 .. 0@:5B8=3>2K5 8AA;54>20=8O: B5>@8O, <5B>4>;>38O 8 ?@0:B8:0.  .: 740B5;LAB2> $8=?@5AA, 2003.-529A. >;C1:>2 .., ..>;C1:>20, ..!5:5@8= 0@:5B8=3: 2K1>@ ;CGH53> @5H5=8O.  .: 740B5;LAB2> $8=?@5AA, 2003.-572A. 3>@H8= . . #?@02;5=85 ?5@A>=0;><: - . >23>@>4: , 2004.-365A. 09=0H520 .. 538>=0;L=0O ?>;8B8:0 2 AD5@5 CA;C3// 5AB=. >A:. #=-B0. !5@. 6.- -:>=><8:0.- 2005. !3 >@>159=8:>2 .., %028= .., >74@8= .. -:>=><8:0 ?@54?@8OB8O. #G51=>5 ?>A>185. ->23>@>4, 2003.-543A. >B;5@ $. A=>2K <0@:5B8=30 / ?5@. A 0=3;. .: >AB8=BM@, 2003.-587A. >B;5@ $., @<AB@>=3 ., !>=45@A ., >=3 . A=>2K <0@:5B8=30 / 5@. A 0=3;. - 2-5 52@>?. 874. .: 740B. 4><  8;LO<A , 2003.-384A. >B;5@ $. 0@:5B8=3 <5=546<5=B. !1: 8B5@ ><, 2004.-358A. 0B5 -. >A;5?@>406=>5 >1A;C6820=85 / 5@. A D@0=F. .:  8740B5;LA:0O 3@C??0 @>3@5AA, 2003.- 160 A. 5A:>= ., ;L15@B ., %54>C@8 $. A=>2K <5=546<5=B0, .: 5;>, 2004-547A. 5A>F:0O .. 0@:5B8=3 CA;C3: @0B:89 :C@A. !1.: 8B5@, 2006.-587A. >;8?5=:> ., "0B0@A:89 .. A=>2K <0@:5B8=30: #G51=>-<5B>48G5A:>5 ?>A>185. ( .: 740B5;LA:>-:=83>B>@3>2K9 F5=B@  0@:5B8=3 , 2005.(180 A. !B>C= ., C4:>: ., MGB8=35@ . 0@:5B8=3, >@85=B8@>20==K9 =0 ?>B@518B5;O. .: 74-2> $08@-?@5AA, 2003.-561A. #?@02;5=85 ?5@A>=0;><: #G51=8: 4;O 2C7>2/>4. 54. "... 070@>20, .. @5<8=0  .; N=8B8, 2004.-357A. #A?5=A:89 .. =B5@=5B-<0@:5B8=3: #G51=8:. !1.: 74-2> !#-8$, 2003.-384A. (0EC@8=0 $. . &K:>70 .. 0I8B0 ?@02 ?>B@518B5;59 / #G51=>-?@0:B8G5A:>5 ?>A>185.  .: & 0@:5B8=3, 2003.-428A. %;CA>2 .. A=>2K <0@:5B8=30( .: 740B5;LAB2>    , 2003.( 160 A. %>;<>3>@>2 ., =B5@=5B-<0@:5B8=3. @0B:89 :C@A.  !1.:8B5@, 2005.-512A. Grnroos, Ch. From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing // Management Decision, 2004.-672A.. Grnroos, C. Service Management and Marketing: Managing the moment of truth in the service sector.  Cambridge, Mass: Marketing Science Institute, 2005.-573A. ҫخ.JB$ dh@&^a$gdMSN $dha$gdMSN$dh`a$gdMSN & F E$9dh]9gdMSN E$99dh]9^9`gdMSN$ & Fdha$gdMSNҮخ. .JX\xz "02FH <>@µµµµµ§µµ£zll j-h)ohMSNCJaJh)ohMSNCJNHaJh)ohMSNCJaJh)ohMSN56 hMSN56hMSNhGhMSN56CJaJhGhMSNCJNHaJhGhMSNCJaJhGhMSNCJ\aJhMSNCJ\aJhMSNCJaJhV*hMSNCJaJh"hMSNCJaJ& >@:f2T  & FdhgdMSN & FdhgdMSN$ & F tdha$gdMSN$ & Fdha$gdMSN$ & F dha$gdMSN$ dh^a$gdMSN$ dh@&^a$gdMSN02VX lnprnpX^`誼uuufhMSNhMSNCJaJmH sH h)ohMSNCJaJmH sH h)ohMSN5CJaJh)ohMSNCJNHaJh)ohMSN0JCJaJ#jyh)ohMSNCJUaJjh)ohMSNCJUaJh)ohMSNB*CJaJph j-h)ohMSNCJaJh)ohMSNCJaJh)ohMSNCJH*aJ%:lxXL4Xf$dh`a$gdMSN  & Fdh1$gdMSN  & FdhgdMSN$ & F dha$gdMSN$ & Fdha$gdMSNhMSNhj[mH sH ,1h. A!"R#n$n% $$If!v h55555u555P5 #v#v#v#v#vu#v#v#vP#v :V  `````````Z6, 5 34pZmkd$$If  gH ""$ `````````Z6$$$$34apZ}DyK _Toc157094386}DyK _Toc157094386}DyK _Toc157094387}DyK _Toc157094387}DyK _Toc157094388}DyK _Toc157094388}DyK _Toc157094389}DyK _Toc157094389}DyK _Toc157094390}DyK _Toc157094390}DyK _Toc157094392}DyK _Toc157094392}DyK _Toc157094393}DyK _Toc157094393}DyK _Toc157094398}DyK _Toc157094398}DyK _Toc157094400}DyK _Toc157094400}DyK _Toc157094401}DyK _Toc157094401}DyK _Toc157094406}DyK _Toc157094406}DyK _Toc157094407}DyK _Toc157094407}DyK _Toc157094408}DyK _Toc157094408}DyK _Toc157094410}DyK _Toc157094410}DyK _Toc157094411}DyK _Toc157094411}DyK _Toc157094412}DyK _Toc157094412}DyK _Toc157094413}DyK _Toc157094413}DyK _Toc157094414}DyK _Toc157094414}DyK _Toc157094415}DyK _Toc157094415}DyK _Toc157094416}DyK _Toc157094416}DyK _Toc157094417}DyK _Toc157094417}DyK _Toc157094418}DyK _Toc157094418}DyK _Toc157094419}DyK _Toc157094419}DyK _Toc157094420}DyK _Toc157094420DyK FA:\context\detail\id\1509117\B@B j[1KG=K9CJ_HaJmHsHtHBA@B A=>2=>9 H@8DB 0170F0Xi@X 1KG=0O B01;8F04 l4a .k@. 5B A?8A:04U@4 j[ 8?5@AAK;:0>*B*T@Tj[ 3;02;5=85 1 % dh56mHnHu<@< j[ 3;02;5=85 2 ^FP@"F j[A=>2=>9 B5:AB 2 dx<@< j[ 3;02;5=85 3 0^0`OB` j[=0: =0: =0: =0:$dhaJmH sH tH <B@R< MSNA=>2=>9 B5:ABxL@bL MSN5@E=89 :>;>=B8BC;  E$JOrJ MSN Body Text 21$5$7$8$9DH$aJZP QX]`efkl?8\M#x  M 4u@rCiBCNO%[ E!l!!!";"f"""".##$t$$ 'H*G-.)//12/4%55z66S778N8o9::=+>>@ ADDDD D D D D%D&DXDDEE#FFF9GGG0HpHH\II JvJJBK~KK2LxLMvMM,NNN2OOXPYP\P0 0 0 0 0 0 0 0 0 0 00000000000000000000000000000000 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0000N0N0N0N 0N 0N 0N 0N 0N0N0N 0N 0N 0N 0N 0N 0N 0N 0N0N 0N 0N 0N 0N0N0N0N0N0N0N0N0N0N0N0N0N 0N 0N 0N0N 0N 0N 0N 0N0N0N0N0N0N0N000000000 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0 D 0C 0C 0C 0C00QX]`efklM 4u@rCiBCNO%[ E!l!!!";"f"""".##$t$$ 'H*G-.)//12/4%55z66S778N8o9::=+>>@DDDD D D D D%D&DXDDEE#FFF9GGG0HpHH\II JvJJBK~KK2LxLMvMM,NNN2OOXPYP\Pj00Oj00Oj00Oj00Oj00Oj00Oh00 h00 h00 h00j00@0@0K0$0# %K0$0" @0 @0 @0@0 @0 @0 @0 @0 @0 @0 @0 @0 @0 @$0 @$0 @$0 @0 @0 @0 @0  @0 @0 @0@0k@0k@0k@0k@ 0k@ 0k@ 0k@0>@0>@ 0>@ 0>@ 0>@ 0>@ 0>@ 0>@ 0>@ 0>@0>@ 0>@ 0>@ 0>@ 0>@0=@0=@0=@0=@0=@0=@0=@0=@0=@0=@0=@0=@5 0=@5 0=@5 0=@0=@2 0=@2 0=@2 0=@2 0=@0=@0C@0C@0C@0= @0 @0 @0 @0 @0 @0 @0 @0@0a@ 0a@ 0a@ 0a@ 0a@ 0a@ 0a@ 0a@ 0a@ 0a@ 0 a@ 0 a@ 0 a@ 0 a@ 0 a@ 0a@ 0a@ 0a@ 0a@ 0a@ 0a@ 0a@ 0a@ 0a@ 0a@ 0a@ 0a@ 0a@ 0a@ !0a@ 0a@ 0a@ 0a@0 00r n | F<z"x<Ү-012345789:;<=>?@Cnpsh(6 t  + G J K M m bGGGZP X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕X%̕̕X _Hlt157095848 _Hlt157094704 _Toc154159637 _Toc157094386 _Toc157094419 _Toc157094420 _Hlt103155143 C DbG\P@@ M$DG\Pcd= eԖfg= 2O2O">>@AA ABFFJJ~KKKKLLMMMMNNO OOO\P3Ql L!l!!"""t$$:: D&DF#FFF G9G^GGGGTHpHJ JMJvJJJKBKKK_LxLLMSMvMNN\P\PR/-+qZժQ4$ =h<n?Ѫ `\T HH^H`hH. ^`hH. pLp^p`LhH. @ @ ^@ `hH. ^`hH. L^`LhH. ^`hH. ^`hH. PLP^P`LhH.7g^`gOJQJo(hH7^`OJQJ^Jo(hHo7  ^ `OJQJo(hH7Q Q ^Q `OJQJo(hH7!!^!`OJQJ^Jo(hHo7^`OJQJo(hH7^`OJQJo(hH7^`OJQJ^Jo(hHo7aa^a`OJQJo(hHfV^f`VB*OJQJo(phhH@@^@`OJQJ^Jo(hHo  ^ `OJQJo(hH  ^ `OJQJo(hH^`OJQJ^Jo(hHo^`OJQJo(hHPP^P`OJQJo(hH  ^ `OJQJ^Jo(hHo^`OJQJo(hH7g^`gOJQJo(hH7^`OJQJ^Jo(hHo7  ^ `OJQJo(hH7Q Q ^Q `OJQJo(hH7!!^!`OJQJ^Jo(hHo7^`OJQJo(hH7^`OJQJo(hH7^`OJQJ^Jo(hHo7aa^a`OJQJo(hH   ^ `o(hH. ^`hH. pLp^p`LhH. @ @ ^@ `hH. ^`hH. L^`LhH. ^`hH. ^`hH. PLP^P`LhH.Vh^`VB*OJQJo(phhH^`OJQJ^Jo(hHo  ^ `OJQJo(hHT T ^T `OJQJo(hH$$^$`OJQJ^Jo(hHo^`OJQJo(hH^`OJQJo(hH^`OJQJ^Jo(hHodd^d`OJQJo(hHR/+q = `\Q4n?ZZov!R&MSNj[Mt}_Toc157094406;8}_Toc157094401;2}_Toc157094400<,}_Toc157094398<&}_Toc157094393< }_Toc157094392<}_Toc157094390<}_Toc157094389<}_Toc157094388<}_Toc157094387<}_Toc157094386  !"#$%&'()*+,-./0123456789:;<=>?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijklmnopqrstvwxyz{|}~Root Entry F@bData u&1Table9OWordDocument.SummaryInformation(DocumentSummaryInformation8CompObjq  F Microsoft Office Word MSWordDocWord.Document.89q