?ef??a?? 3

1
?ef??a?? 3
?et??ete ??ta????st??? ??e????t?µa µe
?????f???a?? S?st?µata
2
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??T?S????? S?????

• ??? t? µ??t??? a?ta????st???? d???µe?? t?? Porter
  ß????e? t?? eta??e?e? ?a ?a??ss???
  a?ta????st???? st?at?????? µe ta p????f???a??
  s?st?µata
• ??? ta µ??t??a a??s?da? a??a? ?a? ?st?? a??a?
  ß?????? t?? ep??e???se?? ?a e?t?p????? e??a???e?
  st?at?????? efa?µ???? p????f???a??? s?st?µ?t??
• ??? ta p????f???a?? s?st?µata ß?????? t??
  ep??e???se?? ?a ???s?µ?p????? s??e???e?, ßas????
  ??a??t?te? ?a? st?at?????? d??t??? ??a ?a
  pet??a????? a?ta????st??? p?e????t?µa

3
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??T?S????? S????? (S????e?a)

• ??? ? a?ta????sµ?? se pa???sµ?a ???µa?a ?a? ?
  p?????s? p???t?ta? e??s????? t? a?ta????st???
  p?e????t?µa
• ? a???????s? t?? ????? t?? a?as?ed?asµ??
  ep??e???µat???? d?e??as??? (BPR) st?? e??s??s?
  t?? a?ta????st???t?ta?.

4
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
?? iTunes t?? Apple ???? ???t????? t?? ???s????

• ???ß??µa ??p??te t?? e??a???e? t?? ???? ?a?
  epa?astat???? te????????? ?a? ?epe??ste t???
  pa?ad?s?a???? a?ta????st?? sa?.
• ??se?? ?a???s?as? t?? iPod ?a? t?? ?atast?µat??
  µ??s???? iTunes ??a t? d?µ??????a a?????
  ?ateß?sµat?? µ??s???? ?a? f???t?? a?apa?a?????
  t??.

5
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
?? iTunes t?? Apple ???? ???t????? t?? ???s????

• S??e??as?e? µe ?a???t???e? ?a? d?s????af????
  eta??e?e? ep?t??p??? st? iTunes t?? ap???e?st???
  pa???? pe??e??µ???? ?? a?t???a?µa ??a t??
  p?????s? t?? p???se?? ?a? t?? a???s? t??
  d?µ?t???t?ta? t?? s?????t?µat??.
• Fa?e???e? t?? ???? t?? ??f?a??? te???????a? st??
  ap??t?s? ?a? d?at???s? e??/?? a?ta????st????
  p?e??e?t?µat??.

6
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
?? iTunes t?? Apple ???? ???t????? t?? ???s????
7
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
?? ???t??? ??ta????st???? ????µe?? t?? Porter

• ???p?? ?ata???s?? t?? a?ta????st????
  p?e??e?t?µat??
• ???te a?ta????st???? d???µe?? d?aµ??f????? t?
  µ???a t?? ep??e???s??
• ?a?ad?s?a??? a?ta????st??
• ?? a?ta????st?? st?? a???? ep?????? s??e??? ??a
  p?????ta, ??e? µe??d??? ?a? ??st? a??a???
• ?e?e?se???µe??? st?? a????
• ?e????? ???d?? ????? ?a?a???? f?a?µ??? e?s?d??
• p.?. ???d?? t??f?µ?? ??a?t? ???d?? µ????ts?p
• ?? ?e?te?e? eta??e?e? µp??e? ?a ?????
  p?e??e?t?µata
• p.?. S??????? e??p??sµ?, ? e?te?? p??s?p??? ?.?p.

8
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
?? ???t??? ??ta????st???? ????µe?? t?? Porter

• ?p??at?stata p?????ta ?a? ?p??es?e?
• ?? pe??te? µp??e? ?a st?af??? se ?p??at?stata a?
  ?? t?µ?? sa? e??a? p??? ??????
• p.?. ? ?p??es?a µ??s???? st? ??ad??t?? ??a?t? t??
  CD
• ?e??te?
• ?? pe??te? µp??e? ?a st?af??? e????a se p?????ta
  a?ta????st??
• ?? pe??te? µp????? ?a a?a???s??? t?? ep??e???s?
  ?a? t??? a?ta????st?? t?? ?a a?ta???????ta? µ???
  st?? t?µ? (d?afa??? a????)
• ???µ??e?t??
• ?s? pe??ss?te???? p??µ??e?t?? ??e? µ?a
  ep??e???s?, t?s? µe?a??te?? ??e??? µp??e? ?a
  as??se? s a?t???

9
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
?? ???t??? ??ta????st???? ????µe?? t?? Porter
St? µ??t??? a?ta????st???? d???µe?? t?? Porter, ?
st?at????? ??s? t?? ep??e???s?? ?a? ??
st?at?????? t?? ?a???????ta? ??? µ??? ap? t??
a?ta????sµ? µe t??? pa?ad?s?a???? ?µes???
a?ta????st?? t?? a??? ?a? ap? t?sse??? d???µe??
t?? pe??ß?????t?? t??? ?e?e?se???µe???? st??
a????, ta ?p??at?stata p?????ta, t??? pe??te? ?a?
t??? p??µ??e?t??.
?????a 3.1
10
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
St?at?????? ?????f???a??? S?st?µ?t?? ??a
??t?µet?p?s? ??ta????st???? ????µe??

• ?as??? st?at????? ???????µµ?s? ?? µe
  ep??e???µat????? st?????
• 75 t?? ep??e???se?? ap?t???????? se a?t? t??
  e??????µµ?s?, p???µa p?? µe???e? t?? ?e?d?f???a
• G?a t?? e??????µµ?s? t?? ??
• ???sd????ste t??? ep??e???µat????? st????? ?a?
  st?at??????
• ??a??ste t??? st?at??????? st????? se safe??
  d?ast????t?te? ?a? d?e??as?e?
• ???sd????ste de??te? µ?t??s?? t?? p???d??
• ?a????ste p?? ? ?? µp??e? ?a ß????se? st??
  ep?te??? t?? ep??e???µat???? st????
• ?et??ste t?? p?a?µat??? ep?d?s?

11
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
St?at?????? ?????f???a??? S?st?µ?t?? ??a
??t?µet?p?s? ??ta????st???? ????µe??

• ??es?a ???? ?aµ???? ??st???
• ???s?µ?p???ste p????f???a?? s?st?µata ??a ?a
  pet??ete t? ?aµ???te?? ?e?t??????? ??st?? ?a? t??
  µ????te?e? t?µ??
• p.?. Wal-Mart
• ?? s?st?µa a?ap????s?? ap??eµ?t?? st???e?
  pa?a??e??e? se p??µ??e?t?? ?ta? µ?a a????
  ?ata??afe? st? taµe??
• ??a??st?p??e? ta ap???µata st?? ap????e? ?a? ta
  ?e?t??????? ??st?
• ?p?te?esµat??? s?st?µa ap????s?? st??? pe??te?

12
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
?? s?st?µa a?ap????s?? ap??eµ?t?? t?? Wal-Mart
???s?µ?p??e? ta ded?µ??a p???se?? ap? t??
taµe?a??? µ??a??? ??a t? µetaß?ßas? pa?a??e????
a?ap????s?? t?? eµp??e?µ?t?? st??? p??µ??e?t??
t??. ?? s?st?µa ep?t??pe? st?? Wal-Mart ?a
d?at??e? t? ??st?? ?aµ???, e?? ???µ??e? t?
s???es? t?? eµp??e?µ?t?? t?? ?ste ?a
a?tap?????eta? st? ??t?s? t?? pe?at??.
13
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
St?at?????? ?????f???a??? S?st?µ?t?? ??a
??t?µet?p?s? ??ta????st???? ????µe??

• ??af???p???s? p?????t??
• ???s?µ?p???ste p????f???a?? s?st?µata ??a t?
  d?µ??????a ???? p?????t?? ?a? ?p??es??? ? ?a
  a????ete a?s??t? t?? ??es? t?? pe??t? st? ???s?
  t?? ?pa????t?? p?????t?? ?a? ?p??es???
• p.?. ?? s??e?e?? ?a???t?µ?e? t?? Google, t?
  iPhone t?? Apple
• ???s?µ?p???ste p????f???a?? s?st?µata ??a t??
  p??sa?µ??? ?a? e?at?µ??e?s? p?????t?? ?ste ?a
  ??a??p????? t?? p??d?a??af?? µeµ???µ???? pe?at??
• Dell
• ?a???? p??sa?µ??? t?? Lands End

14
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
St?? ?st?t?p? t?? Dell Inc., ?? pe??te? µp?????
?a ?????? t?? ep?????? p?? ?????? ?a? ?a
pa?a??e????? ??a? ?p?????st? e?d???
?atas?e?asµ??? µe t?? d???? t??? p??d?a??af??. ??
s?st?µa s??a?µ?????s?? ?at? pa?a??e??a t?? Dell
ap?te?e? s?ßa?? a?ta????st??? p?e????t?µa.
15
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
St?at?????? ?????f???a??? S?st?µ?t?? ??a
??t?µet?p?s? ??ta????st???? ????µe??

• ?st?as? se ????? a?????
• ???s?µ?p???ste p????f???a?? s?st?µata ??a
  ß????sete t?? est?as? se ???sµ??? tµ?µa a?????
  ?a? ?a t? e??p??et?sete ?a??te?a ap? t???
  a?ta????st?? sa?
• ??a??e? a???ast???? s????e?e? ?a? p??t?µ?se??
  pe?at??
• ? d?af?µ?s? st??e?e? ??? ?a? µ????te?e?
  a?????-st?????
• p.?. t? s?st?µa OnQ t?? Hilton Hotels
• ??a??e? ded?µ??a p?? s???e?t?????a? ??a ???e
  pe??t?, ?ste ?a ?a????se? t?? p??t?µ?se?? ?a? t??
  ?e?d?f???a t??

16
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
?e??t? ?e??pt?s?? ???a??sµ?? ?p??e? t? Detroit
?a pa???e? a?t?????ta p?? ?????? ?? pe??te?

• ??aß?ste t? ?e??t? ?e??pt?s?? ?a? s???t?ste ta
  a??????a e??t?µata
• G?at? ? AutoNation ??e? p??ß??µa µe ta ap???µat?
  t?? G?at? a?t? e??a? ep?s?? p??ß??µa ??a
  a?t?????t?ß??µ??a??e? ?p?? ?? GM, Ford, ?a?
  Chrysler ??? ep??e??e? a?t? t? p??ß??µa t??
  ep??e???µat??? ap?d?s? t?? AutoNation ?a? t??
  ?atas?e?ast?? a?t?????t??

17
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
?e??t? ?e??pt?s?? ???a??sµ?? ?p??e? t? Detroit
?a pa???e? a?t?????ta p?? ?????? ?? pe??te?

• ???a ded?µ??a ??e???eta? ? AutoNation ??a ?a
  ap?fas?se? p??a a?t?????ta p??pe? ?a d?at??e? se
  ap??eµa se ???e a?t?p??s?pe?a t?? ??? µp??e? ?a
  ap??t?se? a?t? ta ded?µ??a
• ???a ??s? ?d?se ? AutoNation st? p??ß??µ? t??
  ???a eµp?d?a p??pe? ?a ?epe??se? ??a ?a efa?µ?se?
  t? ??s? t?? ??s? ap?te?esµat??? ?a e??a? a?t? ?
  ??s?

18
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
St?at?????? ?????f???a??? S?st?µ?t?? ??a
??t?µet?p?s? ??ta????st???? ????µe??

• ???s??s? s??se?? µe pe??te? ?a? p??µ??e?t??
• ?? ?s????? s??se?? µe pe??te? ?a? p??µ??e?t??
  a??????? ta ??st? a??a??? ?a? e??s????? t??
  p?st?t?ta
• Chrysler ???s?µ?p??e? p????f???a?? s?st?µata ??a
  ?a d?e??????e? t?? ?µes? p??sßas? p??µ??e?t?? sta
  p?????µµata pa?a????? t??
• ?p?t??pe? st??? p??µ??e?t?? ?a ap?fas????? p??
  ?a? p?te ?a st?????? ef?d?a sta e???st?s?a t??
  Chrysler ?a? t??? d??e? pe??ss?te?? ????? ??a t??
  pa?a???? t?? p?????t?? t???.
• Amazon ?a?a??????e? t?? p??t?µ?se?? t?? ???st??
  ?at? t?? a????? ?a? s???st? s?et????? t?t???? p??
  a???asa? ?????

19
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
St?at?????? ?????f???a??? S?st?µ?t?? ??a
??t?µet?p?s? ??ta????st???? ????µe??

• ?e????? eta??e?e? p??????? pe??ss?te?e?
  st?at?????? ta?t?????a
• ? Dell d??e? ?µfas? st? ?aµ??? ??st?? ?a? t??
  e?at?µ??e?s? t?? p?????t??
• ? Parker Hannifin p??sf??e? p?????ta µe µ??ad???
  ?a?a?t???st??? a??? µe a?ta????st???? t?µ??
• ? pet???µ??? ???s? p????f???a??? s?st?µ?t?? ??a
  t?? ap??t?s? a?ta????st???? p?e??e?t?µat??
  p???p???te? a???ß? s??t???sµ? te???????a?,
  ???a??sµ?? ?a? a????p??

20
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
?e??t? ?e??pt?s?? ?????p?? ? Parker Hannifin
ß??s?e? t? s?st? t?µ?

• ??aß?ste t? ?e??t? ?e??pt?s?? ?a? s???t?ste ta
  a??????a e??t?µata
• ?? e??a? st?at????? t?µ?????s? ??? ?e?t????e?
  ???a ded?µ??a apa?t???ta?
• ???? ???? pa????? ta p????f???a?? s?st?µata st?
  st?at????? t?µ?????s? ???? ???? pa????? ??
  ?????p?? p???e?µ???? ?a ?e?t?????se? ??a s?st?µa
  st?at?????? t?µ?????s??
• ?? a?t??t?p? ??e? ? st?at????? t?µ?????s? se µ?a
  ep??e???s? ?p?? ? Parker Hannifin
• ???a ???a e?d? ep??e???se?? ?a µp????sa? ?a
  ep?fe?????? ap? t? st?at????? t?µ?????s?
• ?? s??s? ????? ? a??s?da a??a? ?a? ? a????s?
  a?ta????st???? d???µe?? µe t? st?at?????
  t?µ?????s? t?? Parker Hannifin

21
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
?p?d?as? t?? ??ad??t??? st? ??ta????st???
??e????t?µa

• ?a???s???e? ??a p?????ta ?a? ?p??es?e?
• ?etas??µat??e? ???d???
• ?????e? t? d?ap?a?µate?t??? d??aµ? pe?at?? ?a?
  p??µ??e?t??
• ??te??e? t?? a?ta????st??? a?t?pa??t?ta
• ??µ?????e? ??e? e??a???e? ??a ?a???????e? µ???e?
  ?a? ??a µe???e? pe?ate?a??? ß?se??

22
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
?p?d?as? t?? ??ad??t??? st? ??ta????st???
??e????t?µa

• ?p?????te? a?ta????st?? ??e????e? t?? a????,
  a????e? t??? a?ta????st??, µe???e? t?? d?af????,
  p???e? t?? t?µ??
• ?e?e?se???µe??? ?e???e? ta eµp?d?a e?s?d?? (p.?.
  µe???eta? ? a????? ??a p???t??), pa???e?
  te???????a ??a t? ?e?t?????a t?? ep??e???µat????
  d?e??as???
• ?p??at?stata p?????ta ?a? ?p??es??? ??e??????e?
  t? d?µ??????a ???? p?????t?? ?a? ?p??es???
• ??ap?a?µate?t??? d??aµ? pe?at?? ?
  d?ap?a?µate?t??? d??aµ? pe???e? st?? pe??t?
• ??ap?a?µate?t??? d??aµ? p??µ??e?t?? ??
  p??µ??e?e? µ?s? ??ad??t??? a??????? t? d??aµ? se
  s??s? µe t??? p??µ??e?t??, a??? ?a? ??
  p??µ??e?t?? ep?fe????ta? ap? ta µe??µ??a eµp?d?a
  e?s?d?? ?a? t?? ?at????s? t?? µesa???t??

23
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
?? ???t??? t?? ???s?da? ???a?

• ??t?p??e? s???e???µ??e? d?ast????t?te? µ?a?
  ep??e???s?? p?? e??a? p?? ?at?????e? ??a t??
  efa?µ??? st?at?????? a?ta????sµ?? ?a? ?p?? ta
  p????f???a?? s?st?µata e??a? p??a??? ?a ?????
  st?at????? ep?d?as?
• ???te???se? d?ast????t?te?
• ??ast????t?te? ?p?st??????
• S?????t??? a???????s?
• ???t?ste? p?a?t????

24
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
?? ???t??? t?? ???s?da? ???a?
St?? e????a pa???s?????ta? pa?ade??µata
p????f???a??? s?st?µ?t?? ??a t?? p??te???se?
d?ast????t?te? ?a? t?? d?ast????t?te? ?p?st??????
µ?a? eta?e?a? ?a? t?? a??a??? eta???? t??, p??
µp????? ?a p??s??s??? ??a pe??????? a??a? sta
p?????ta ? t?? ?p??es?e? t?? eta??e?a?.
?????a 3-2
25
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
?p??tas? t?? ???s?da? ???a? ? ?st?? ???a?

• ? a??s?da a??a? µ?a? ep??e???s?? s??d?eta? µe
  e?e??e? t?? p??µ??e?t??, d?a??µ??? ?a? pe?at??
  t??
• ? ?st?? a??a? e??a? ??a s????? a?e???t?t??
  ep??e???se?? p?? ???s?µ?p????? te???????a
  p????f????? ??a t? s??t???sµ? t?? a??s?d?? a??a?
  t??? ??a t?? ap? ?????? pa?a???? e??? p?????t??
• ?? ?st?? a??a? e??a? e?????t?? ?a? p??sa?µ????ta?
  se a??a??? t?? p??sf???? ?a? t?? ??t?s??

26
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
? ?st?? ???a?
27
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
S??e???e?, ?as???? ??a??t?te? ?a? St?at??????
???t???

• S??e???e?
• ?ta? ?? e????? ??p???? µ???d?? µp????? ?a
  ???s?µ?p??????? ?? e?s???? se ???e? µ???de?
• ?ta? d?? ep??e???se?? µp????? ?a ???s?µ?p?????
  ap? ?????? a????? ?a? eµpe??????µ?s??? (p.?. ??
  p??sfate? s?????e?se?? t?ape???)
• ?e?????? ta ??st? ?a? d?µ???????? ???d?
• ?a p????f???a?? s?st?µata s??d???? a??µ??e?
  µ???de? ?ste ?a e?e????? ?? ??a ???

28
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
S??e???e?, ?as???? ??a??t?te? ?a? St?at??????
???t???

• ?as???? ??a??t?te?
• ??ast????t?te? st?? ?p??e? ? ep??e???s? e??a?
  ????fa?a se pa???sµ?a ???µa?a
• p.?. s?ed?ast?? µ????s??p???? µ??t????, ?
  ?a??te?? ?p??es?a pa??d?s?? deµ?t??
• ?as????ta? se ???se?? p?? ap??t????a? µ?sa ap?
  p???????? eµpe???a, ?a??? ?a? se ??e??a ???se??
• ???e p????f???a?? s?st?µa p?? e??a????e? t?
  µe??sµ? ???se?? µeta?? ep??e???µat???? µ???d??
  e??s??e? t?? ??a??t?te?
• p.?. ? Procter Gamble ???s?µ?p??e? e?d?d??t??
  ??a ?a ß????e? t??? a????p??? t?? p?? d???e????
  se pa??µ??a p??ß??µata ?a µ???????ta? ?d?e? ?a?
  pe??a

29
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
S??e???e?, ?as???? ??a??t?te? ?a? St?at??????
???t???

• St?at?????? d??t???
• ??????µ???
• ?? ???a?? ??st?? p??s????? e??? a??µ? µ?????
  e??a? s?ed?? µ?de????, e?? t? ???a?? ?fe??? e??a?
  p??? µe?a??te??
• p.?. ?s? µe?a??te??? e??a? ? a???µ?? t?? ???st??
  t?? ??ad??t??? t?s? µe?a??te?? e??a? ? a??a ??a
  ????? t??? s?µµet????te?
• ???????? eta??e?a
• ???s?µ?p??e? d??t?a ??a t? s??des? a????p??,
  p???? ?a? s?µµa???? µe ???e? eta??e?e? ??a t?
  d?µ??????a ?a? d?a??µ? p?????t?? ?????
  pe?????sµ??? ap? pa?ad?s?a?? ???a??t??? ???a ?
  f?s???? t?p??es?e?

30
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
???s? ?????f???a??? S?st?µ?t?? ??a ?p??t?s?
??ta????st???? ??e??e?t?µat??
??at?ept???? ?e???????e? ?e t?? ??µ? t?? ??µat??

• ??at?ept???? te???????e?
• ?e???????e? µe ?atast??f??? ep?d?as? se ???d???
  ?a? ep??e???se??, p?? a???ste???? ?p?????ta
  p?????ta, ?p??es?e? ?a? ep??e???µat??? µ??t??a,
  p.?.
• ???s?p???? ?p?????st??
• ?a???sµ??? ?st??
• ?p??es?e? µ??s???? µ?s? ??ad??t???
• ???t?p???? ??a?t? ???????? a????????
• ?? p??t?p???? se a?at?ept???? te???????e? µp??e?
  ?a ap?t????? ?a d?a??????? t?? e??a???a,
  ep?t??p??ta? se e?e????? p?? a????????? ?a
  a?p????? t?? a?taµ??ß?? (???????? a????????)

31
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??ta????sµ?? se ?a???sµ?a ???µa?a
?? ??ad??t?? ?a? ? ?a???sµ??p???s?

• ???? ap? t? ??ad??t??, µ??? te??st?e? eta??e?e?
  µp????sa? ?a s?µµet????? st?? pa???sµ??
  a?ta????sµ?, ?a??? µp????sa? ?a epe?d???? se
  e???st?s?a, ap????e? ?a? ???t?a d?a??µ?? st?
  e??te????
• ?? ??ad??t?? µe???e? d?ast??? ta ??st?
  ?e?t?????a? se pa???sµ?a ???µa?a
• ?f??? t?? pa???sµ??p???s??
• ???sa?µ??? ??????µ??? ?a? µe??s? ??st??? p????
• µe?a??te??? ßa?µ?? a???p???s??, sta?e?? ??st?
  ?efa?a??? ?a? ?aµ???te?a ??st?? a?? µ???da
  pa?a?????
• ?p?t????s? e?sa????? p?????t?? st?? a????

32
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??ta????sµ?? se ?a???sµ?a ???µa?a
? d?ad??µ? e??? f???t?? HP ??? t?? a????
33
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??ta????sµ?? se ?a???sµ?a ???µa?a
?a???sµ?a ?p??e???µat??? ??ast????t?ta ?a?
St?at?????? S?st?µ?t??

• ??a??????? eta??e?e?
• ??t??? s?????t??s? eta?????? d?ast????t?t?? st?
  ???a p????e?s??
• ????e??????
• S???e?t???e? t?? ??????µ??? d?a?e???s? se µ?a
  ?e?t???? ß?s?, e?? ap??e?t???e? a???? pa?a????,
  p???se?? ?a? µ???et????
• ???a??p?????? eta??e?e?
• ?? p????? d?µ?????e?ta?, s?ed???eta?,
  ???µat?d?te?ta? ?a? pa???eta? a????? st? ???a
  p????e?s??, a??? ßas??eta? se µ???de? t??
  e??te????? ??a t?? pa?ap??a pa?a????, µ???et????
  ?a? a????p????? p?????
• ?pe?e??????
• ?e??fe?e?a?? (?a? ??? e?????) ??afe?a ?a? ?s??
  ??p?? pa???sµ?a ?e?t???? ??afe?a? ße?t?st?p???s?
  p???? a?????a µe s?????e?

34
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??ta????sµ?? se ?a???sµ?a ???µa?a
??e???t?s? ?a???sµ??? S?st?µ?t??

• S???e?t??t???
• ??? ? a??pt??? ?a? ?e?t?????a ?????ta? st??
  ?e?t???? ?d?a
• ??t???afa s?st?µata
• ? a??pt??? ???eta? st?? ?d?a a??? ? ?e?t?????a
  a?at??eta? se a?t???µe? µ???de? st? e??te????
• ?p??e?t??µ??a s?st?µata
• ???e µ???da st? e??te???? s?ed???e? d???? t??
  ??se?? ?a? s?st?µata
• ???t??µ??a s?st?µata
• ? a??pt??? ?a? ?e?t?????a ?????ta? µe
  ????????µ??? ?a? s??t???sµ??? t??p? se ??e? t??
  µ???de?

35
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??ta????sµ?? se ?a???sµ?a ???µa?a
?a???sµ?a ep??e???µat??? ??????s? ?a? d?e???t?s?
s?st?µ?t??
36
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??ta????sµ?? st?? ????t?ta ?a? t? S??d??
?? ???a? ????t?ta

• S??p?? t?? pa?a?????
• S?µµ??f?s? µe p??d?a??af?? ?a? µ? ap????s? ap?
  a?t??
• S??p?? t?? pe??t?
• ????? p???t?ta (a???p?st?a), p???t?ta
  e??p???t?s??, ?????????? p???t?ta
• ??a?e???s? ?????? p???t?ta? (TQM)
• ? ??e???? p???t?ta? e??a? a?t?s??p??
• ???? ?? ?????p?? ?a? ?? µ???de? ????? e????? ??a
  t?? p???t?ta
• ??? s??µa
• ??t?? p???t?ta? 3,4 e?att?µata a?? e?at?µµ????
  e??a?????

37
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??ta????sµ?? st?? ????t?ta ?a? t? S??d??
??? ta ?????f???a?? S?st?µata ?e?t?????? t??
????t?ta

• ?e??s? ?????? ?????? ?a? ap???ste?s? pa?a???????
  d?ad??as?a?
• S?????t??? a???????s?
• ????p???s? apa?t?se?? pe?at?? ??a t? ße?t??s?
  p?????t?? ?a? ?p??es???
• ?e?t??s? p???t?ta? ?a? a???ße?a? s?ed?asµ??
• S?st?µata s?ed?as?? µe t? ß???e?a ?p?????st?
  (CAD)
• ?e?t??s? a???ße?a? ?a? pe?????sµ?? a????? st??
  pa?a????

38
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??ta????sµ?? st?? ????t?ta ?a? t? S??d??
?a s?st?µata s?ed?as?? µe t? ß???e?a ?p?????st?
(CAD) ße?t?????? t?? p???t?ta ?a? t?? a???ße?a
t?? s?ed?asµ?? p?????t?? e?te???ta? st??
?p?????st? µe???? tµ?µa t?? s?ed?ast????
e??as?a? ?a? t?? d???µ??.
39
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??ta????sµ?? st?? ?p??e???µat???? ??e??as?e?
??as?ed?asµ?? ?p??e???µat???? ??e??as???

• ?????????????ta? ta ß?µata t?? ????? ??a ?a
  e?a?e?f???? epa?a??pt???? ?a? pe??tt?? e??as?e?
• ?? d?ad??as?e? e??p?????? ste?ast???? da?e???
  ?fe?????a? p??? ap? a?t?? t?? a?as?ed?asµ?
  ?????ta? s?ßa?? ß?µata p??? t?? ap?d?t???t?ta
• ??a?e???s? ???? ?????
• ?p??p???s? ep??e???µat???? d?ad??as??? ?ste ta
  ????afa ?a µetaf????ta? e????a ?a? ap?d?t???
• ??t?µat?p???s? d?e??as???
• ?at????s? ?a??ste??se??
• ???at?t?ta ta?t??????? e??as?a?

40
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??ta????sµ?? st?? ?p??e???µat???? ??e??as?e?
?a ??µata t?? ?p?te?esµat???? ??as?ed?asµ??

• ?ata???s? p??e? ep??e???µat???? d?e??as?e?
  ??e?????ta? ße?t??s?
• ?ata???s? p?? ?? ße?t??se?? ?a ß????s??? t??
  ep??e???s? st?? ???p???s? t?? st?at?????? t??
• ?ata???s? ?a? µ?t??s? t?? ap?d?s?? t?? ?pa????s??
  d?e??as??? ?? ß?s? a?af????
• ??a?e???s? ???a??s?a??? a??a???

41
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??ta????sµ?? st?? ?p??e???µat???? ??e??as?e?
??as?ed?asµ?? d?e??as?a? ste?ast???? da?e??? st??
???
42
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??ta????sµ?? st?? ?p??e???µat???? ??e??as?e?
??as?ed?asµ?? d?e??as?a? ste?ast???? da?e??? st??
???
?????a 3-6B
43
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??ta????sµ?? st?? ?p??e???µat???? ??e??as?e?
??as?ed?asµ?? d?e??as?a? ste?ast???? da?e??? st??
???
?????a 3-6G
44
?????f???a?? S?st?µata ??????s?? ?ef??a?? 3
??ta????st??? p?e????t?µa µe ?????f???a??
S?st?µata
??ta????sµ?? st?? ?p??e???µat???? ??e??as?e?
??as?ed?asµ?? d?e??as?a? ste?ast???? da?e??? st??
???
?????a 3-6?