Lesson 2 - Key Concepts of Service Management

 

OROA® 2 E`ulbhto`l

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Miy N`lnipts `e ^irvoni Khlhcikilt

 

Aihrlolc @fjintovis Fy tdi ilb `e tdos aiss`l, y`u woaa fi hfai t`: Ixpahol tdi tirks usib ol sirvoni khlhcikilt Bisnrofi tdi miy n`lnipts `e nrihtolc vhaui wotd sirvonis Bisnrofi tdi miy n`lnipts `e sirvoni riahto`lsdops

 

^irvoni Khlhcikilt

 

^irvoni Khlhcikilt

^irvoni khlhcikilt os h sit `e spinohaozib `rchlozhto`lha nhphfoaotois tdht ilhfai vhaui t` nust`kirs ol tdi e`rk `e sirvonis.

R` spinohaozib `rchlozhto`lha nhphfoaotois, y`ubivia`p kust ulbirsthlb: •

Rdi lhturi `e vhaui

•

Rdi lhturi hlb sn`pi `e sthmid`abirs

•

t dr`ucd sirvonis D`w vhaui nrihto`l os ilhfaib tdr`ucd

 

Uhaui

Rdi purp`si `e hl `rchlozhto`l os t` nrihti vhaui e`r sthmid`abirs.

Uhaui os bieolib hs tdi pirniovib filieots, usieualiss, hlb okp`rthlni `e s`kitdolc.

 

Uhaui N`-Nrihto`l

Rrhboto`lha voiw `e vhaui biaoviry fy `rchlozhto`ls

H hbiaoviry n`kphly biaovirolc phnmhci t` ots nust`kirs

Rdi riahto`lsdop fitwiil tdi sirvoni pr`vobir hlb tdi sirvoni n`lsukir os voiwib hs k`l`-borinto`lha hlb bosthlt.

 

Uhaui N`-Nrihto`l Rdi sirvoni pr`vobir biaovirs tdi sirvoni hlb tdi n`lsukir riniovis vhaui. Rdi n`lsukir pahys l` r`ai ol tdi nrihto`l `e vhaui e`r tdiksiavis.

Rdos voiw ehoas t` n`lsobir tdi docday n`kpaix hlb oltirbipilbilt sirvoni riahto`lsdops.

 

Uhaui N`-Nrihto`l Uhaui os n`-nrihtib tdr`ucd hl hntovi n`aahf`rhto`l fitwiil pr`vobirs hlb n`lsukirs.

@rchlozhto`ls tdht biaovir sirvonis hri nhaaib sirvoni pr`vobirs.

Rd`si riniovolc sirvonis hri nhaaib sirvoni n`lsukirs.

 

^thmid`abirs `e ^irvoni Khlhcikilt

@rchlozhto`ls ^irvoni pr`vobirs

^irvoni n`lsukirs @tdir sthmid`abirs

 

^thmid`abirs `e ^irvoni Khlhcikilt

@rchlozhto`ls

^irvoni pr`vobirs

H pirs`l `r h cr`up `e pi`pai wotd ots `wl eulnto`ls hlb

H pr`vobir siaas sirvonis ol tdi `pil khrmit khr mit t` `tdir

H ciliron r`ai tdht sokpaoeois tdi bieoloto`l hlb bisnropto`l `e tdi

@tdir sthmid`abirs, hphrt er`k sirvoni pr`vobirs hlb

`fjintovis

fusolissis hlb olbovobuha n`lsukirs

strunturi `e sirvoni riahto`lsdops

n`lsukirs, wd` hri okp`rthlt e`r vhaui nrihto`l

^irvoni n`lsukirs

@tdir sthmid`abirs

 

^irvoni N`lsukir V`ais

Nust`kir Rdi r`ai tdht bieolis tdi riquorikilts `e h sirvoni hlb thmis risp`lsofoaoty e`r tdi `utn`ki `e sirvoni n`lsukpto`l

Ysir H r`ai tdht usis sirvonis

^p`ls`r H r`ai tdht hutd`rozis fubcit e`r sirvoni n`lsukpto`l

 

Ixhkpai 8: V`ais `e ^irvoni N`lsukir

Ait‟s thmi hl ixhkpai `e h n`kphly wosdolc t` purndhsi k`foai pd`li sirvonis e`r ots ikpa`yiis er`k h woriaiss nhrroir.

 

Ixhkpai 8: V`ais `e ^irvoni N`lsukir Nust`kir Rdi Ndoie Ole`rkhto`l @eeonir (NO@) hlb miy n`kkulonhto`l tihk kikfirs eoaa ol tdi r`ai `e tdi nust`kir wdil tdiy hlhayzi tdi k`foai n`kkulonhto`l riquorikilts `e tdi n`kphly‟s ikpa`yiis, lic`tohti tdi n`ltrhnt wotd tdi woriaiss nhrroir, hlb k`lot`r tdi nhrroir‟s pire`rkhlni hcholst tdi n`ltrhntib riquorikilts.

Ysir Rdi ikpa`yiis (olnaubolc tdi NO@, NE@, hlb n`kkulonhto`ls tihk kikfirs) eoaa tdi r`ai `e usirs wdil tdiy `rbir, riniovi, hlb usi tdi k`foai pd`li sirvonis hs pir tdi hcriib n`ltrhnt.

^p`ls`r Rdi Ndoie Eolhlnoha @eeonir (NE@) eoaas tdi r`ai `e tdi sp`ls`r wdil tdiy rivoiw tdi pr`p`sib sirvoni hrrhlcikilt hlb hppr`vi tdi n`st `e tdi n`ltrhnt hs lic`tohtib.

 

Ixhkpai 6: V`ais `e ^irvoni N`lsukir Hl olbovobuha provhti n`lsukir `e tdi shki woriaiss nhrroir sokuathli`usay hnts hs h usir, nust`kir, hlb sp`ls`r.

•

Ot os okp`rthlt t` obiltoey tdisi r`ais ol sirvoni riahto`lsdops t` ilsuri ieeintovi n`kkulonhto`l hlb sthmid`abir khlhcikilt.

•

Ihnd `e tdisi r`ais khy dhvi boeeirilt `r ivil n`leaontolc ixpinthto`ls er`k sirvonis hlb boeeirilt bieoloto`ls `e vhaui.

 

@tdir ^thmid`abir V`ais

Olbovobuha ikpa`yiis `e tdi pr`vobir `rchlozhto`l

Olvist`rs hlb sdhrid`abirs

Whrtlirs hlb suppaoirs

C`virlkilt `rchlozhto`ls hlb s`noha cr`ups

 

Ixhkpais `e Uhaui e`r ^thmid`abirs

^thmid`abirs ^irv ^irvon oni i n`ls n`lsuk ukir irss

Ixhkpais `e vhaui e`r sthmid`abirs Hn Hndo doivi ivib b fil filieo ieots ts hlb hlb `pto `ptoko kozib zib n` n`st stss hlb hlb ro rosm smss

^irv ^irvon oni i pr` pr`vo vobi birr

Eu Eulb lbol olc c eer` r`k k tdi tdi n`l n`lsu suki kir, r, fu fuso soli liss ss bi bivi via` a`pk pkil ilt, t, hlb hlb okhci okpr`vikilt

^irvoni pr`vobir ikpa`yiis

Eolhlnoha hlbbivia`pkilt, l`l-eolhlnoha hlb olniltovis, hlb pr`eisso`lha h silsinhriir `e purp`si

^`noity hlb n`kkuloty

Ikpa`ykilt, thxis, hlb `rchlozhto`ls‟ n`ltrofuto`l t` tdi bivia`pkilt `e tdi n`kkuloty

Ndhroty Ndhro ty `rchlozhto `rchlozhto`ls `ls

Eolhlnoha Eolhlnoha hlb hlb l`l-eol l`l-eolhlnoh hlnohaa n`ltrofuto n`ltrofuto`ls `ls er`k er`k `tdir `tdir

^dhrid`abirs

`rchlozhto`ls Eolhlnoha f fi ilieots ssu und hs hs bo bovobilbs h hl lb h silsi `e `e hssurhlni hlb sthfoaoty

Rhfai 6.8 Ixhkpais `e vhaui e`r boeeirilt typis `e sthmid`abirs

N`pyrocdt © HTIA@^ Aokotib 6785. Ysib ulbir pirkosso`l `e HTIA@^ Aokotib. Haa rocdts risirvib. Whci 88

 

Wr`bunts hlb ^irvonis

Wr`bunt Ot os h n`leocurhto`l `e hl `rchlozhto`l‟s ris`urnis bisoclib t` `eeir vhaui t` n`lsukirs.

^irvoni Ot n`-nrihtis vhaui fy ehnoaothtolc e hnoaothtolc `utn`kis tdht nust`kirs whlt t` hndoivi wotd`ut dhvolc t` khlhci spinoeon n`sts hlb rosms.

• Ot os n`kpaix hlb l`t iltoriay vosofai t` tdi n`lsukir.

• Ot os tdi niltrha n`kp`lilt `e sirvoni khlhcikilt.

• @rchlozhto`ls thoa`r pr`bunts t` suot tdior n`lsukir cr`ups.

• Ot os fhsib `l `li `r k`ri pr`bunts.

 

^irvoni @eeirolcs ^irvoni `eeirolc os tdi bisnropto`l `e `li `r k`ri sirvonis bisoclib t` hbbriss tdi liibs `e h thrcit n`lsukir cr`up. Ot olnaubis c``bs, hnniss t` ris`urnis, hlb sirvoni hnto`ls.

^irvoni pr`vobirs prisilt tdior sirvonis t` n`lsukirs ol tdi e`rk `e sirvoni `eeirolcs.

 

N`kp`lilts `e ^irvoni @eeirolcs N`kp`lilt C``bs

Bisnropto`l • ^uppaoib t` tdi n`lsukir • @wlirsdop os trhlseirrib t` tdi n`lsukir • N`lsukir thmis risp`lsofoaoty e`r euturi usi

Ixhkpais • H k`foai pd`li • H pdysonha sirvir

Hnniss t` ris`urnis

• @wlirsdop os l`t trhlseirrib t` tdi t di n`lsukir • Hnniss t` h k`foai • Hnniss os crhltib t` tdi n`lsukir ulbir hcriib litw`rm `r t` h tirks hlb n`lboto`ls litw`rm st`rhci • Rdi n`lsukir nhl `lay hnniss tdi ris`urnis burolc tdi hcriib n`lsukpto`l piro`b

^irvoni hnto`ls

• Wire`rkib tdi sirvoni pr`vobir t` hbbriss h n`lsukir‟sfy liibs • Wire`rkib hnn`rbolc t` hl hcriikilt wotd tdi n`lsukir

•• Ysir supp`rt `e h Vipahnikilt poini `e iquopkilt

Rhfai 6.6 N`kp`lilts `e h sirvoni `eeirolc N`pyrocdt © HTIA@^ Aokotib 678?. Ysib ulbir pirkosso`l `e HTIA@^ Aokotib. Haa rocdts risirvib, Whci 8>

 

N`kp`lilts `e ^irvoni @eeirolcs ^irvonis hri `eeirib t` thrcit n`lsukir cr`ups. Rdisi cr`ups khy fi iotdir oltirlha `r ixtirlha t` tdi sirvoni pr`vobir `rchlozhto`l. Boeeirilt `eeirolcs nhl fi nrihtib fhsib `l tdi shki pr`bunt. Rdus, tdi shki pr`bunt nhl fi usib ol kuatopai whys t` hbbriss tdi t di liibs `e boeeirilt n`lsukir cr`ups.

E`r ixhkpai, ixhkpai, h s`etwhr s`etwhri i sirvoni nhl fi `eeirib hs h aokotib erii virso`l virso`l `r hs h n`kpr n`kpridilso idilsovi vi phob virso`l.

 

^irvoni Viahto`lsdops

^irvoni riahto`lsdops hri isthfaosdib fitwiil tw` `r k`ri `rchlozhto`ls t` n`-nrihti vhaui. Ol h sirvoni riahto`lsdop, `rchlozhto`ls thmi tdi r`ais `e sirvoni pr`vobirs `r sirvoni n`lsukirs.

@rchlozhto`ls pr`vobi pr`vobi hlb n`lsuki h lukfir `e sirvonis ht hly covil toki.

 

^irvoni Viahto`lsdops

^irvoni riahto`lsdops hri bieolib hs tdi t di n``pirhto`l fitwiil sirvoni pr`vobirs hlb sirvoni n`lsukirs.

H sirvoni riahto`lsdop olnaubis: ◀

^irvoni pr`voso`l

◀

^irvoni n`lsukpto`l

◀

^irvoni riahto`lsdop khlhcikilt

 

^irvoni Wr`voso`l

Rdisi hri tdi hntovotois pire`rkib fy hl `rchlozhto`l t` pr`vobi sirvonis.

^irvoni pr`voso`l olnaubis:

Khlhcikilt `e pr`vobir ris`urnis

Wr`voso`l `e usir hnniss t` ris`urnis

Euaeoaakilt `e tdi hcriib sirvoni hnto`ls

^irvoni pire`rkhlni khlhcikilt hlb n`ltoluha okpr`vikilt

^uppayolc `e c``bs

 

^irvoni N`lsukpto`l

Rdisi hri hntovotois pire`rkib fy hl `rchlozhto`l t` n`lsuki sirvonis.

^irvoni n`lsukpto`l olnaubis:

Khlhcikilt `e tdi n`lsukir‟s ris`urnis

Ytoaozhto`l `e tdi pr`vobir's ris`urnis

Viquistolc `e sirvoni hnto`ls t` fi euaeoaaib

Viniovolc `r hnquorolc c``bs

 

^irvoni Viahto`lsdop Khlhcikilt Rdisi hri j`olt hntovotois pire`rkib fy sirvoni pr`vobirs hlb sirvoni n`lsukirs t` ilsuri n`ltoluha vhaui n`-nrihto`l.

^irvoni pr`vobirs

^irvoni n`lsukirs

 

Rdi ^irvoni Viahto`lsdop K`bia ^irvoni pr`vobirs nrihti liw ris`urnis `r k`boey ixostolc ris`urnis e`r sirvoni n`lsukirs.

H trhololc sirvoni okpr`vis tdi smoaas `e tdi t di n`lsukir‟s ikpa`yiis.

H fr`hbfhlb sirvoni haa`ws tdi n`lsukir‟s n`kputirs t` t ` n`kkulonhti.

H nhr-dori nhr-dori sirvoni ilhfais tdi n`lsukir‟s sthee t` vosot naoilts.

H s`etwhri bivia`pkilt sirvoni nrihtis h liw hppaonhto`l e`r tdi sirvoni n`lsukir.

 

Rdi ^irvoni Viahto`lsdop K`bia Rdi sirvoni n`lsukir nhl usi ots liw `r k`boeoib ris`urnis t` nrihti ots `wl pr`bunts hlb hbbriss tdi liibs `e hl`tdir thrcit n`lsukir cr`up, tdus fin`kolc h sirvoni pr`vobir.

Eocuri 6.8 Rdi sirvoni riahto`lsdop k`bia N`pyrocdt © HTIA@^ Aokotib 678?. Ysib ulbir pirkosso`l `e HTIA@^ Aokotib. Haa rocdts risirvib, Whci 89

 

Uhaui: @utn`kis, N`sts, hlb Vosms

 

Uhaui: @utn`kis, N`sts, hlb Vosms

Viquori @utn`kis

Vis`urnis

Viquori

Hss`nohtib wotd N`sts

Vosms

^irvoni pr`vobirs diap tdior

^irvoni riahto`lsdops nhl oltr`buni

n`lsukirs t` hndoivi `utn`kis

liw rosms hlb n`sts hlb nhl

hlb thmi `l s`ki `e tdi

lichtoviay heeint s`ki `e tdi

hss`nohtib rosms hlb n`sts.

oltilbib `utn`kis wdoai supp`rtolc `tdirs.

 

@utn`kis ^irvoni riahto`lsdops hri pirniovib hs vhauhfai `lay wdil tdiy dhvi k`ri p`sotovi ieeints.

Eocuri 6.6. Hndoivolc Uhaui: @utn`kis, N`sts, hlb Vosms N`pyrocdt © HTIA@^ Aokotib 678?. Ysib ulbir pirkosso`l `e HTIA@^ Aokotib. Haa rocdts risirvib, Whci 83

 

@utputs hlb @utn`kis H sirvoni pr`vobir `rchlozhto`l pr`bunis `utputs tdht diap ots n`lsukirs t` hndoivi nirthol `utn`kis.

@utput H thlcofai `r olthlcofai biaovirhfai `e hl hntovoty

@utn`ki H risuat e`r h sthmid`abir sthmi d`abir ilhfaib fy `li `r k`ri `utputs

 

N`sts N`st os tdi hk`ult `e k`liy spilt `l h spinoeon hntovoty `r ris`urni. Ot nhl fi ixprissib ol l`l-k`lithry tirks, sund hs toki spilt, pi`pai haa`nhtib, hlb s` `l.

N`sts rik`vib er`k tdi n`lsukir fy tdi sirvoni

N`sts okp`sib `l tdi n`lsukir fy tdi sirvoni

Ot os okp`rthlt t` ulbirsthlb f`td typis `e n`st t` ilsuri tdht tdi n`rrint binoso`ls hri khbi richrbolc tdi sirvoni riahto`lsdop.

 

Vosms Vosm os h p`ssofai p`ssofai ivilt tdht n`uab nhusi dhrk `r a`ss, `r khmi ot k`ri boeeonuat t` hndoivi `fjintovis.

Ot nhl fi usib ol tdi n`ltixt `e kihsurolc tdi pr`fhfoaoty `e p`sotovi `utn`kis hs wiaa hs lichtovi `utn`kis.

 

Rypis `e Vosms

Vosms rik`vib er`k h n`lsukir fy tdi sirvoni

Rdisi khy olnaubi: Ehoauri `e tdi n`lsukir‟s sirvir ◀ dhrbwhri Ahnm `e sthee hvhoahfoaoty ◀

Vosms okp`sib `l h n`lsukir fy tdi sirvoni

Hl ixhkpai w`uab fi h: ◀ ^irvoni pr`vobir nihsolc t` trhbi ◀ Ixpiroilnolc h sinuroty frihnd

 

Khlhcolc Vosms

H sirvoni pr`vobir sd`uab khlhci tdi bithoaib aivia `e rosm `l fidhae `e tdi n`lsukir. Rdi n`lsukir n`ltrofutis t` tdi ribunto`l `e rosm tdr`ucd:

Hntoviay phrtonophtolc ol tdi bieoloto`l `e tdi riquorikilts `e tdi sirvoni hlb tdi nahroeonhto`l `e ots riquorib `utn`kis

Naihray n`kkulonhtolc tdi nrotonha sunniss ehnt`rs (N^Es) hlb n`lstrholts tdht hppay t` tdi sirvoni

Ilsurolc tdi pr`vobir dhs hnniss t` tdi linisshry ris`urnis `e tdi n`lsukir tdr`ucd`ut tdi sirvoni riahto`lsdop

 

Ytoaoty hlb Shrrhlty

Hssis tdi `virhaa utoaoty hlb whrrhlty `e tdi sirvoni t` ivhauhti wditdir h sirvoni `r sirvoni `eeirolc woaa ehnoaothti tdi `utn`kis bisorib fy tdi n`lsukirs hlb tdirie`ri nrihti vhaui e`r tdik.

Ytoaoty

Ot os tdi eulnto`lhaoty `eeirib fy h pr`bunt `r sirvoni t` kiit h phrtonuahr liib.

Shrrhlty

Shrrhlty os bieolib hs hl hssurhlni tdht h pr`bunt `r sirvoni woaa kiit tdi hcriib riquorikilts.

 

Ytoaoty hlb Shrrhlty

Ytoaoty

^ukkhrozib hs —wdht tdi sirvoni b`is‟ Bitirkolis wditdir h sirvoni os —eot e`r purp`si‟ H sirvoni kust`eiotdir supp`rt tdi pire`rkhlni tdi n`lsukir `r rik`vi n`lstrholts er`k tdi n`lsukir t` dhvi utoaoty

Shrrhlty

^ukkhrozib hs —d`w tdi sirvoni pire`rks‟ Bitirkolis wditdir h sirvoni os —eot e`r usi‟ Viahtis t` sirvoni aivias haoclib wotd tdi liibs `e sirvoni n`lsukirs

 

Ytoaoty hlb Shrrhlty Rdiy hri issiltoha e`r h sirvoni t` ehnoaothti ots bisorib `utn`kis hlb tdirie`ri diap nrihti vhaui.

Ixhkpai 8: H rinrihto`lha tdiki phrm khy `eeir ixnotolc robis t` biaovir tdroaaolc ixpiroilnis e`r phrm vosot`rs (utoaoty) Oe h socloeonhlt lukfir `e tdi robis hri ulhvhoahfai bui t` kindhlonha boeeonuatois, tdi phrm os l`t euaeoaaolc tdi whrrhlty (ot os l`t eot e`r usi) Rdirie`ri, tdi n`lsukirs woaa l`t riniovi tdior ixpintib vhaui.

 

Ytoaoty hlb Shrrhlty

Ixhkpai 6: Rdi robis hri hawhys up hlb rullolc burolc hbvirtosib d`urs, fut tdiy b` l`t dhvi eihturis tdht pr`vobi tdi aivias `e ixnotikilt ixpintib fy vosot`rs. Rdi utoaoty os l`t euaeoaaib, ivil ivi l td`ucd tdi whrrhlty os sueeonoilt. N`lsukirs w`uab l`t riniovi tdi ixpintib vhaui.

 

Miy Rhmihwhys

^irvoni khlhcikilt supp`rts tdi `rchlozhto`lha sdoet hlb aivirhcis `pp`rtulotois er`k liw tindl`a`cois. Uhaui os n`-nrihtib tdr`ucd hl hntovi n`aahf`rhto`l fitwiil pr`vobirs hlb n`lsukirs hs wiaa hs `tdir `t dir `rchlozhto`ls tdht hri h phrt `e tdi riaivhlt sirvoni riahto`lsdops. Rdi k`st okp`rthlt sthmid`abirs `e OR^K olnaubi `rchlozhto`ls, sirvoni pr`vobirs, sirvoni n`lsukirs, hlb `tdir sthmid`abirs. ^irvoni os h kihls `e ilhfaolc vhaui n`-nrihto`l fy ehnoaothtolc `utn`kis tdht nust`kirs whlt t` hndoivi wotd`ut tdi nust`kir dhvolc t` khlhci spinoeon n`sts hlb rosms.

 

Miy Rhmihwhys

^irvoni `eeirolc os h bisnropto`l `e `li `r k`ri sirvonis bisoclib t` hbbriss tdi liibs `e h thrcit n`lsukir cr`up. ^irvoni riahto`lsdop os bieolib hs tdi n``pirhto`l fitwiil h sirvoni pr`vobir hlb h sirvoni n`lsukir. ^irvoni pr`vobirs diap tdior n`lsukirs t` hndoivi `utn`kis hlb ol b`olc s`, thmi `l s`ki `e tdi hss`nohtib rosms hlb n`sts. Ytoaoty os tdi eulnto`lhaoty `eeirib fy h pr`bunt `r sirvoni t` kiit h phrtonuahr liib. Shrrhlty os bieolib hs hl hssurhlni tdht h pr`bunt `r sirvoni woaa kiit tdi hcriib riquorikilts.

 

Ml`waibci Ndinm

 

Ml`waibci Ndinm

8

Sdond `e tdi e`aa`wolc hntovotois os hl ixhkpai `e sirvoni pr`voso`lolc0

h.

Wr`voso`l `e hnniss t` ris`urnis e`r usirs

f.

Ytoaozhto`l `e tdi pr`vobir's ris`urnis

n.

Viquist e`r sirvoni hnto`ls

b.

Viniopt `r hnquosoto`l `e c``bs

 

Ml`waibci Ndinm

8

Sdond `e tdi e`aa`wolc hntovotois os hl ixhkpai `e sirvoni pr`voso`lolc0

h.

Wr`voso`l `e hnniss t` ris`urnis e`r usirs

f.

Ytoaozhto`l `e tdi pr`vobir's ris`urnis

n.

Viquist e`r sirvoni hnto`ls

b.

Viniopt `r hnquosoto`l `e c``bs

Rdi n`rrint hlswir os H

Wr`voso`l `e hnniss t` ris`urnis e`r usirs os hl ixhkpai `e sirvoni pr`voso`lolc.

 

Ml`waibci Ndinm

6

Sdht os h sirvoni `eeirolc0

h.

Bisnropto`l `e `li `r k`ri sirvonis bisoclib t` hbbriss tdi liibs `e h thrcit n`lsukir cr`up

f.

H kihls `e ilhfaolc vhaui n`-nrihto`l fy ehnoaothtolc `utn`kis tdht nust`kirs whlt t` hndoivi wotd`ut tdi nust`kir dhvolc t` khlhci spinoeon n`sts hlb rosms

n.

N`leocurhto`l `e ris`urnis nrihtib fy tdi `rchlozhto`l tdht woaa fi p`tiltohaay vhauhfai e`r tdior nust`kirs

b.

L`li `e tdi `pto`ls

 

Ml`waibci Ndinm

6

Sdht os h sirvoni `eeirolc0

h.

Bisnropto`l `e `li `r k`ri sirvonis bisoclib t` hbbriss tdi liibs `e h thrcit n`lsukir cr`up

f.

H kihls `e ilhfaolc vhaui n`-nrihto`l fy ehnoaothtolc `utn`kis tdht nust`kirs whlt t` hndoivi wotd`ut tdi nust`kir dhvolc t` khlhci spinoeon n`sts hlb rosms

n.

N`leocurhto`l `e ris`urnis nrihtib fy tdi `rchlozhto`l tdht woaa fi p`tiltohaay vhauhfai e`r tdior nust`kirs

b.

L`li `e tdi `pto`ls

Rdi n`rrint hlswir os H

H sirvoni `eeirolc os h bisnropto`l `e `li `r k`ri sirvonis bisoclib t` hbbriss tdi liibs `e h thrcit n`lsukir cr`up.  

Ml`waibci Ndinm

>

Sdond `e tdi e`aa`wolc tirks bitirkolis oe h sirvoni os eot e`r purp`si0

h.

Shrrhlty

f.

Ytoaoty

n.

Uhaui

b.

Vosm

 

Ml`waibci Ndinm

>

Sdond `e tdi e`aa`wolc tirks bitirkolis oe h sirvoni os eot e`r purp`si0

h.

Shrrhlty

f.

Ytoaoty

n.

Uhaui

b.

Vosm

Rdi n`rrint hlswir os F