Lesson 2 - Key Concepts of Service Management
September 23, 2022 | Author: Anonymous | Category: N/A
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OROA® 2 E`ulbhto`l
Fhsib `l HTIA@^ OROA ® khtiroha. Khtiroha os ripr`bunib ulbir aonilni er`k HTIA@^. Haa rocdts risirvib. OROA® os h ricostirib trhbi khrm `e HTIA@^ Aokotib, usib ulbir pirkosso`l `e HTIA@^ Aokotib. Haa rocdts risirvib. OR Olerhstrunturi Aofrhry® os h ricostirib trhbi khrm `e HTIA@^ Aokotib usib ulbir pirkosso`l `e HTIA@^ Aokotib. Haa rocdts risirvib. HTIA@^ ® os h ricostirib trhbi khrm `e HTIA@^ Aokotib, usib ulbir pirkosso`l `e HTIA@^ Aokotib. Haa rocdts risirvib. Rdi ^wora a`c`Ω os h trhbi khrm `e HTIA@^ Aokotib, usib ulbir tdi pirkosso`l `e HTIA@^ Aokotib. Haa rocdts risirvib.
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
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