Monografia de Gestion de La Calidad MS525

 

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MK]C< ‒Jkqufikrfk ]`rvfmfcs y ]ujfifstrcs ]febc XXF‚ Mursc

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FIW^CGPMMFÝI Pi sfst`jk g` e`stfýi g` mkbfgkg `s bk e`stfýi g` s`rvfmfcs qu` nrfigki (fimbuy` pbki`kr, mcitrcbkr, y j`lcrkr) `b`j`itcs g` uik crekifzkmfýi pkrk qu` g` kbeuik jki`rk jki` rk fi fidbdbuy uy`i `i `i bk skt sktfs fsdk dkmm mmfý fýi i g` g`bb mbf` mbf`it it` ` y `i `b bc bcer erc c g` bc bcss r`s r`sub ubtk tkgc gcss g`s`kgcs pcr bk crekifzkmfýi. ]f nf`i `b mcim`ptc g` ']fst`jk g` e`stfýi g` bk mkbfgkg' ikm` `i bk figustrfk g` jkiudkmturk, `st` pu`g` s`r kpbfmkgc `i uik kjpbfk vkrf`gkg g` s`mtcr`s, tkb`s mcjc `b s`mtcr kutcjctrfz, bcs s`rvfmfcs y `b s`mtcr eun`rikj`itkb. @i `stk pr`s`it` jcicerkdêk vkjcs k kikbfzkr muëb`s sci bks prcnb`jëtfmks qu` tf`i` bk `jpr`sk ‒Jkqufikrfks ]`rvfmfcs y ]ujfifstrcs ]febc XXF‚ y prcpci`r bks j`lcr`s scbumfci`s uskigc bks h`rrkjf`itks kpr`igfgks k bc bkrec g`b mursc g` E`stfýi g` bk Mkbfgkg.

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CNL@WFTC  Kikbfzkr bcs prcnb`jks `i mkgk ër`k qu` ic p`rjft` `b prcer`sc y g`skrrcbbc g` bk `jpr`sk y scbumfcikrbcs k trkvæs g` h`rrkjf`itks gkgks `i `b mursc g` E`stfýi g` bk Mkbfgkg.

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GFTF]FÝI DPIMFCIKB G@ BK @JQ^@]K

@b tfpc g` crekifzkmfýi g` bk `jpr`sk Jkqufikrfk ]`rvfmfcs y ]ujfifstrcs ]febc XXF `s bfi`c ” duimfcikb. @i `st` tfpc g` crekifzkmfýi s` p`rjft` cns`rvkr g` jki`rk mbkrk bk bêi`k g` jkigc, p`rc g` jki`rk duimfcikb s` r`smktk bk gfvfsfýi g`b trknklc qu` bb`vk k uik `sp`mfkbfzkmfýi.

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Q^CNB@JËWFMK V ]CBPMFÝI

Ë^@K G@ JK^O@WFIE V T@IWK]  KQBFMKJC] @B MFMBC G@ G@JFIE G@JFIE (J@LC^K MCIWFIPK) QBKIFDFMK^ G@DFIF^ BC] Q^CNB@JK] 

Bcs r`pr`s`itkit`s g` v`itk (^T) g` bk bêi`k Cdfmfik bk j`icr ekikimfk pcr  mcjfsfci`s g` v`itks

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Bcs mbf`it`s g` `stk bêi`k g` cdfmfik r`mhkzki k bcs ^T.

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Bk ksfeikmfýi g` bks zciks g` v`itk k bcs ^T.

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Wcgc `b p`rscikb g`b ër`k g` v`itks g`smcicm` bcs uscs y kpbfmkmfci`s g` bcs `qufpcs g` gupbfmkmfýi.  KMMFÝI@] G@ MCIW@IMFÝI

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Ic gkr k mcicm`r bks ekikimfks g` jki`rk bfnr` g` bcs `jpb`kgcs k bcs g`jës jf`jnrcs g` su `qufpc.

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Nklkr dr`mu`imfk mci bk mukb bcs ^T g` bk bêi`k g` cdfmfik s` ju`strki `i `b j`rmkgc.

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^ctkr bk zcik g` v`itk.

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Gkr fidcrjkmfýi fidcrjkmfýi kb p`rscik p`rscikbb km`rmk g` bcs uscs y kpbfmk kpbfmkmfci`s mfci`s g` bcs `qufpc `qufpcss g` gupbfmkmfýi.

FG@IWFDFMK^ BK] MKP]K] 

Bcs ^T g`smcicm`i `b uscs y kpbfmkmfci`s g` bcs `qufpcs g` gupbfmkmfýi, sf `s qu` ic skn`i qu` v`ig`i mcjc v`ig`rbc.

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@b r`mhkzc g` bcs mbf`it`s pcr bcs prcgumtcs g` bêi`k g` cdfmfik s` g`n` pcsfnb`j`it` k qu` bcs ^T g`smcicm`i `b `qufpc qu` v`ig`i, ic pu`g`i j`im j` imfc fcik ikrr bk bkss j` j`lc lcr`s r`s mk mkrkm rkmt` t`rê rêst stfm fmks ks g` su pr prcg cgum umtc tc,, y mcj mcjc c `s ju juyy dr`mu`it` `stc e`i`rk k bc bkrec ui r`mhkzc pcr pkrt` g` bcs mbf`it`s.

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Mcjc bks zciks e`cerëdfmks sci ksfeikgks k bcs ^T sfi qu` `stcs `smclki, ic b`s gk bk pcsfnfbfgkg g` `stknb`m`r iu`vcs t`rrftcrfcs (zciks y rutks) g` v`itks iu`vks.

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Ic hunc uik mkpkmftkmfýi kb p`rscikb g`b ër`k mci r`sp`mtc k bcs prcgumtcs g` bk bêi`k g` cdfmfik. ]@B@MMFÝI G@ BK] MKP]K] Q^FIMFQKB@]

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Dkbtk g` mkpkmftkmfýi kb p`rscikb `i prcgumtcs g` bk bêi`k g` cdfmfik

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Ic hunc ui `stugfc pr`vfc g` bks rutks g` v`itks

GFKE^KJK MKP]K] V MCI]@MP@IMFK] G@ BC] Q^CNB@JK] @I Ë^@K G@ JK^O@WFIE V T@IWK]

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G@DFIF^ BK ]CBPMFÝI 

Mkpkmftkr kb p`rscikb scnr` bks mkrkmt`rêstfmks y uscs g` bcs prcgumtcs g` bk bêi`k g` cdfmfik.

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@b hkm`r ui `stugfc g` bks zciks y rutks g` v`itks.

MCJQ^CNK^ ]P @D@MWFTFGKG 

G`skrrcbbkr `strkt`efk g` v`itks (dkmfbfgkg`s g` mrægftc k bcs prcgumtcs).

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@i mksc g` qu` bks fg`ks scbumfýi ic duimfci`i, r`pbkit`kr g` iu`vc bks prcnb`jëtfmks.

HKM@^ FJQBKIWK^ BK ]CBPMFÝI 

Bks mkpkmftkmfci`s sci g`b tfpc g` dcrjkmfýi bkncrkb. @stks k su v`z sci k gfst gf stki kimf mfk, k, dk dkmf mfbfbftë tëig igcb cb`s `s `b hcrk hcrkrf rfc c `i bc bcss mu mukb kb`s `s s` pu`g pu`gki ki mk mkpkm pkmftftkr, kr, g`tkbbkigc bcs prcgumtcs g` bk bêi`k g` cdfmfik, kg`jës g` uik kmtukbfzkmfýi scnr` bcs jætcgcs g` kt`imfýi kb mbf`it`.

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 Ksfeikr kb p`rscikb rutks qu` jkxfjfm`i su tf`jpc, r`guzmki su mkrek dêsfmk.

MCJQ^CNK^ MCIDF^JKMFCI G@ BC] ^@]PBWKGC] 

Bcs ^T tf`i`i mksf bks jfsjks mcjfsfci`s g` v`itks.

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]` hk fimr`j fimr`j`itkgc `itkgc bk mkitfgkg g` v`itks mci r`sp`mtc k bcs prcgumtc prcgumtcss g` bk bêi`k g` cdfmfik.

KLP]WK^ Pik v`z kikbfzkgcs bcs r`subtkgcs pcr bk gfr`mmfýi e`i`rkb, æstk jkrmkrë p`rfcgc g` pru`nk y uik s`rf` g` iu`vks kmmfci`s mcrr`mtcrks pkrk j`lcrkr kqu`bbcs ksp`mtcs `i `b prcm`sc qu` ic s` hkyk tcjkgc `i mu`itk.

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Ë^@K G@ KGJFIF]W^KMFÝI Q^CNB@JK] 

^`trkscs hkstk g` ui gêk k bk hcrk g` bk `itr`ek g` bk j`rmkg`rêk

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Qcmc p`rscikb `i `b kbjkmæi g` v`itks qu` s` `imkreu` g` mkrekr bcs prcgumtcs k bcs v`hêmubcs.

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T`hêmubcs jkb kmcigfmfcikgcs pkrk `b trkispcrt` g` j`rmkimêk.

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Qcmk mkitfgkg g` v`hêmubcs pkrk trkispcrt` y pcmcs mhcd`r`s.

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Qrcnb`jks mci bk `jfsfýi g` dkmturks pcr krt` g`b kbjkm`i`rc

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Ic hky mci`xfýi k bk r`g g` bk `jpr`sk

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@b p`rscikb dfrjk bk hcrk g` `itrkgk y skbfgk qu` g`s`k

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Qrcnb`jks mci `b p`rscikb qu` ic tf`i` tf`jpc g` pkskr ksfst`imfk g`nfgc k ui trknklc k prfj`rk hcrk kutcrfzkgc pcr `b Ër`k g` ]`rvfmfc Wæmifmc

GFKE GFKE^K ^KJK JK MK MKP] P]K] K] V MCI] MCI]@M @MP@ P@IM IMFK FK] ] G@ BC BC] ] Q^ Q^CN CNB@ B@JK JK] ] Ë^@K Ë^@K G@  KGJFIF]W^KMFÝI

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]cbumfýi kb prcnb`jk g` r`trkscs k bk hcrk g` r`pkrtfr j`rmkg`rêk 

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 Kuj`itkr `b p`rscikb `i `b kbjkmæi Mkjnfkr bk dbctk g` v`hêmubcs pcr mkjfci`tks c p`qu`ûcs mkjfci`s pkrk qu` pu`gki bb`vkr bk jkycr mkitfgkg g` j`rmkg`rêk. ]f `s i`m`skrfc s` mcitrktk k

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jës mhcd`r`s Mkpkmftkr kb p`rscikb g` kbjkmæi pkrk qu` utfbfm` `b sfst`jk g` dkmturks g` bk `jpr`sk, tkjnfæi mcjprkr `qufpc y mci`mtkrbc k bk r`g

]cbumfýi prcnb`jk g` bk ksfst`imfk g`b p`rscikb 

Fistkbkr ui sfst`jk g` ksfst`imfks mcjputkrfzkgc mci tkrl`tk. G` `stk dcrjk `b p`rscikb ic pcgrë dkbsfdfmkr su hcrk g` `itrkgk y skbfgk.

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@i mksc ui trknklkgcr ic pu`gk jkrmkr ksfst`imfk g`nfgc k ui trknklc s` g`n` `gftkr ui gcmuj`itc mci `b s`bbc g`b E`r`it` g` T`itks qu` s` `itr`eu` kb ksfst`it` g` ^^. HH.

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Ë^@K G@ DFIKI\K] Q^CNB@JK] 

Nklcs dcigcs `i bks krmks g` bk `jpr`sk

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Qrcnb`jks mci bks dkmturks `jftfgks pcr bcs ^T

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^`trkscs `i bcs pkecs g`b mbf`it` Qrcnb`jks mci bcs pr`mfcs g` v`itk y bks cd`rtks g` bcs ^T

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Bcs e`r`it`s ic `stëi fit`r`skgcs `i kpcykr `i bk scbumfýi g`b prcnb`jk

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@b mcnrkgcr `i jctc scbc mcnrk g` > k = g` bks ;> dkmturks gfkrfks

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@b mcnrkgcr ic quf`r` bbkjkr k bk m`itrkb mukigc ic s` `imu`itrk `b mbf`it` c ic g`s`k pkekr 

GFKE GFKE^K ^KJK JK MK MKP] P]K] K] V MCI] MCI]@M @MP@ P@IM IMFK FK] ] G@ BC BC] ] Q^ Q^CN CNB@ B@JK JK] ] Ë^@K Ë^@K G@ DFIKI\K]

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]cbumfýi kb prcnb`jk g` Nklcs dcigcs `i bks krmks g` bk `jpr`sk 

Mr`kr ui dcrjktc fjpr`sc g` dkmturk mci mksfbbks pkrk jkrmkr, bk mukb uskrëi

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bcs r`pr`s`itkit`s g` v`itks k bk hcrk g` kt`ig`r k ui mbf`it` @itr`ekr ui r`efstrc mci bcs pr`mfcs jêifjcs g` bcs prcgumtcs qu` g`n`i cd`rtkr bcs ^T k bcs mbf`it`s

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Pskr ui kvkb k bk hcrk g` r`kbfzkr uik v`itk

]cbumfýi kb prcnb`jk mci bcs mcnrcs k bcs mbf`it`s 

^`kb ^` kbfz fzkr kr `b s` s`rv rvfm fmfc fc g` mc mcnrk nrkiz izk k gc gcss v` v`m` m`ss kb gêk gêk pk pkrk rk ks`e ks`eurk urkrs rs` ` g` `imcitrkr bcs mbf`it`s `i mksk

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@itr`ekrb` kb mcnrkgcr ui t`bædcic m`bubkr g` bk `jpr`sk mci skbgc pkekgc pcr  bk `jpr`sk y mci iüj`rcs g` bbkjkgks `xmbusfvcs g` bk `jpr`sk ;;

 

Ë^@K G@ Q^CGPMMFÝI (WKBB@^ G@ JK@]W^KI\K) Q^CNB@JK< 

Dkbtk g` mkpkmftkmfýi `i `b ër`k g` v`itks

@b p`rscikb g` v`itks km`ptk figfmkmfci`s figfmkmfci`s fimcrr fimcrr`mtks `mtks g` j`gfgk j`gfgks, s, tcb`rk tcb`rkimfks, imfks, `tm.? g` pf`zks qu` `b mbf`it` mr`k qu` pu`gk duimfcikr mcrr`mtkj`it` `i sus jëqufiks.  Kg`jës, gk figfmkmfci`s kb p`rscikb g`b tkbb`r sfi ui pbkic qu` kmr`gft` bc qu` æb y `b mbf`it` gfm`.

]CBPMFCI< 

Gkr kb p`rscikb g`b tkbb`r jkycr mkpkmftkmfýi j`gfkit` ui pbkic gcig` s` t`ieki bks `sp`mfdfmkmfci`s tæmifmks, tcb`rkimfks y cns`rvkmfci`s? Kg`jës `b prcgumtc g`n` g` pkskr pcr mcitrcb g` mkbfgkg pkrk `vftkr duturcs r`mbkjcs `i bcs mbf`it`s y prcnb`jks `i `b `iskjnbkgc g`b prcgumtc.

Q^CNB@JK< 

Dkbtk g` mkpkmftkmfýi g`b p`rscikb g`b tkbb`r 

@b p`rscikb g`b tkbb`r ic `stë mkpkmftk mkpkmftkgc gc y ic tf`i` mcicmfjf`i mcicmfjf`itc tc g` bcs jætcgcs g` jkiudkmturk jës r`mf`it`s g` bk figustrfk, pcr bc qu` ic `stëi kptcs pkrk mcjpkrkr y mcjprkr gfspcsftfvcs `b`mtrýifmcs

]CBPMFCI< 

Qkrk `st` mksc s` pcgrfk mkpkmftkr bk l`d` g`b tkbb`r `i bk iu`vcs gfspcsftfvcs qu` s` `stki utfbfzkigc c s` pcgrfk mcitrktkr k ui prkmtfmkit` qu` t`iek mcicmfjf`itcs scnr` `stcs gfspcsftfvcs y g` `stk jki`rk tkitc g`b l`d` g`b tkbb`r y b` prkmtfmkit` kpr`ig`rfki g` `bbcs jutukj`it`.

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Ë^@K G@ ]@^TFMFC WÆMIFMC V JKIW@IFJF@IWC Q^CNB@JK< 

Bk jcvfbfgkg ksfeikgk ic s` usk g` jki`rk mcrr`mtk

]cbc s` hkm` usc g` uik g` bks > jcvfbfgkg`s gfspcifnb`s g` jki`rk mcrr`mtk, bc qu` vu`bv` g`dfmf`it` bk `itr`ek g` bks jkqufiks, `ivêc g`b p`rscikb g` mkpkmftkmfýi ` fistkbkmfýi.

]CBPMFCI< 

]` g`n` prfcrfzkr `b usc g` bks jcvfbfgkg`s pkrk r`kbfzkr bks kmtfvfgkg`s g` bcs s`rvfmfcs g` bk `jpr`sk y hkm`r ui hcrkrfc s`eüi `b buekr gcig` vki k trknklkr  y bks kmtfvfgkg`s qu` vki k r`kbfzkr pkrk ksf pcg`r kt`ig`r bk jkycr mkitfgkg g` trknklcs r`qu`rfgcs.

Q^CNB@JK< 

Dkbtk g` mccrgfikmfýi `itr` `b l`d` g` tkbb`r y bk s`mr`tkrfk

Wkitc `b l`d` g` tkbb`r mcjc bk s`mr`tkrfk ic g`skrrcbbki bks duimfci`s qu` g`n`i, pcr  bc qu` s` e`i`rki mcidbfmtcs mci bcs hcrkrfcs yk kmcrgkgcs y gkûkr bk fjke`i g` bk `jpr`sk.

]CBPMFCI< 

]` g`n` trktkr g` t`i`r uik mcjuifmkmfýi jës `d`mtfvk `itr` `b l`d` g`b tkbb`r y bk s`mr`tkrfk hkmfæigcb`s v`r qu` sus dkbbcs `stëi kd`mtkigc bk fjke`i g` bk `jpr`sk.

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Ë^@K G@ BCEÊ]WFMK. Q^CNB@JK< 

Dkbtk g` mccrgfikmfýi `itr` bceêstfmk y p`rscikb g` jk`strkizk

Ic `x `xfs fst` t` ui hc hcrkr rkrfc fc `stk `stknb nb`m `mfg fgc c pkrk pkrk `b kp kpcyc cyc g` p` p`rs rsci cikb kb g` jk jk`st `strki rkizk zk y kbjk kbjkmæ mæi, i, pk pkrk rk bk g` g`sm smkr krek ek g` bcs bcs pr prcg cgum umtc tcss y tkjp tkjpcm cmc c ic `xfs `xfst` t` ui uik k hc hcrk rk `stknb`mfgk pkrk bk bb`ekgk g` bks fjpcrtkmfci`s.

]CBPMFCI< 

]` g`n` cptkr pcr ui mkjnfc g` bk `jpr`sk qu` r`kbfzk bks fjpcrtkmfci`s pcr  uik qu` sf mujpbk mci bcs tf`jpcs g` `itr`ek y ksê `vftkr prcnb`jks `itr` bcs trknklkgcr`s g`b kbjkmæi y jk`strkizk.

Q^CNB@JK< 

Dkbtk g` mccrgfikmfýi `itr` bceêstfmk mci t`scr`rêk y kgjfifstrkmfýi

Bcs pkecs y bcs p`gfgcs k bcs prcv``gcr`s sci k übtfjk hcrk, pcr bc qu` ic hky uik rëpf rë pfgk gk mccr mccrgf gfik ikmf mfýi ýi if i`ec i`ecmf mfcs cs yk m`rr m`rrkg kgcs cs g` pk pkrt rt` ` g` bceê bceêst stfm fmk k mci mci bcs bcs prcv``gcr`s.

]CBPMFCI< 

]` g`n` r`kbfzkr ui prctcmcbc pkrk bk r`kbfzkmfýi g` pkecs, `s g`mfr s` g`n` g`t`rjfikr uik mkitfgkg g` gêks g` kitfmfpkmfýi pkrk scbfmftkr `b pkec k bcs prcv``gcr`s, kg`jës s` g`n` nusmkr bk dcrjk g` t`i`r uik mcjuifmkmfýi `d`mtfvk `itr` `b ër`k g` t`scr`rêk y kgjfifstrkmfýi pkrk qu` pu`gki `vftkr  `stks dkbbks g` mccrgfikmfýi.

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NFNBFCE^KDÊK

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