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7/21/2019 Achieving Customer Delight
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Tcx|g [bcxjc
7/21/2019 Achieving Customer Delight
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Kfgtlgt{ 0 \gdlx{tcgdige S|coity [lxqikl cgd [lxqikl K|ot|xl Mly [mioo{ afx S|coity K|{tfjlx [lxqikl
Cddxl{{ige K|{tfjlx Diaalxlgt Hlbcqifx [tyol [tl~{ tf Xl{foql [lxqikl Hxlcmdfug
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[lxqikl Uigglx{''Tbf{l uitb c ~f{itiql cttit|dl cgd c kbllxa|o f|toffm
Tbf{l ubf elg|igloy lg`fy ufxmige uitb cgd afx ftblx ~lf~ol
Tbf{l uitb tbl chioity tf ~|t tbl k|{tfjlx fg klgtlx {tcel
Tbf{l ubf qilu tblix `fh ~xijcxioy c{ c b|jcg xloctifg{ ~xfal{{ifg
Tbf{l ubf elg|igloy lg`fy ufxmige uitb cgd afx ftblx ~lf~ol
7/21/2019 Achieving Customer Delight
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[lxqikl i{' K|{tfjlx{ ig c xl{tc|xcgt ucgt jfxl tbcg c jlco E|l{t{ ig bftlo{ ucgt jfxl tbcg c xffj Koilgt ig c txcg{cktifg ucgt jfxl tbcg c
{lttoljlgt K|{tfjlx ucgt jfxl tbct `|{t tbl ~xfd|kt fx
{lxqikl tbct i{ faalxld tbly co{f ucgt tf hltxlctld uloo
7/21/2019 Achieving Customer Delight
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[lxqikl i{ Igtcgeihol
[lxqikl i{igtcgeihol
Igtcgeihol{ dlco uitb tblb|jcg {idl fa cg
fxecgipctifg
Tbly igko|dl b|jcgljftifg{/ hlbcqifx{/
|gdlx{tcgdige{/ alloige{/cgd ~lxkl~tifg{
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[lxqikl i{ IgtcgeiholLrcj~ol{ fa k|{tfjlx
{lxqikl igtcgeihol [cti{acktifg Cttlgtiqlgl{{ Aofu
Blo~a|ogl{{ [lg{itiqity Tfgl Cttit|dl Mgfuoldel \gdlx{tcgdige
Tckt E|idcgkl
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Tuf Dijlg{ifg{ fa [lxqikl
[lxqikl
Tbl ~xfkld|xco dijlg{ifg
Kfg{i{t fa tbl l{tchoi{bld{y{tlj{ cgd ~xfkld|xl{ tf
dloiqlx ~xfd|kt{ cgd&fx {lxqikl{
Tbl ~lx{fgco dijlg{ifg
Bfu {lxqikl ~xfqidlx{ "|{igetblix cttit|dl{/ hlbcqifx{/ cgd
qlxhco {mioo{) igtlxckt uitbk|{tfjlx{
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Tuf Dijlg{ifg{ fa [lxqiklTbl Axllplx
Ofu ig hftb ~lx{fgco cgd~xfkld|xco {lxqikl' Jfttf 0
Ul dfgtkcxl
Tbl AcktfxyEffd ig ~xfkld|xco {lxqikl
hcd ig ~lx{fgco {lxqiklJfttf 0 Yf| cxl g|jhlx
Ul cxl blxl tf ~xfkl{{ yf|
Tbl Axilgdoy PffHcd ig ~xfkld|xco {lxqikleffd ig ~lx{fgco {lxqiklJfttf 0 Ul cxl txyige
bcxd/ h|t dfgt xlcooy mgfuubct ul cxl dfige
S|coity K|{tfjlx [lxqiklLrkloolgt ig hftb tbl
~lx{fgco cgd ~xfkld|xcodijlg{ifg{' Jfttf 0
Ul kcxl cgd ul dloiqlx
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7/21/2019 Achieving Customer Delight
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Aiql Loljlgt{ fa S|coity [lxqikl
Xloichioity C{{|xcgkl Tcgeihol
Lj~ctby Xl{~fg{iqlgl{{
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Aiql Loljlgt{ fa S|coity [lxqiklXloichioity
Tbl chioity tf ~xfqidl ubct uc{~xfji{ld/ dl~lgdchoy cgd ckk|xctloy
Cktifg {txctley 0 jcml {|xl tbct yf|kfxxlktoy idlgtiay k|{tfjlx glld{/~xfji{l fgoy ubct yf| kcg dloiqlx/cgd afoofu tbxf|eb tf lg{|xl tbct tbl~xfd|kt fx {lxqikl uc{ xlkliqld c{~xfji{ld
7/21/2019 Achieving Customer Delight
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Aiql Loljlgt{ fa S|coity [lxqiklC{{|xcgkl
Tbl mgfuoldel cgd kf|xtl{yfa lj~ofyll{/ cgd tblix chioity tfkfgqly tx|{t cgd kfgaidlgkl
Cktifg {txctley 0 tcml tbl tijl tf{lxql k|{tfjlx{ fgl ct c tijl'
^xfqidl {lxqikl c{{lxtiqloy hy |{ige~f{itiql kfjj|gikctifg tlkbgis|l{cgd dl{kxihige ~xfd|kt{ cgd {lxqikl{ckk|xctloy
7/21/2019 Achieving Customer Delight
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Aiql Loljlgt{ fa S|coity [lxqiklTcgeihol
Tbl ~by{ikco ackioitil{ cgd ls|i~jlgtcgd tbl c~~lcxcgkl fa ~lx{fgglo
Cktifg {txctley 0 jcigtcigufxm{~ckl{ ig c glct/ fxdlxoyjcgglx/ dxl{{ ~xfal{{ifgcooy/ cgdjcigtcig lrkloolgt exffjige cgdbyeilgl {tcgdcxd{
7/21/2019 Achieving Customer Delight
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Aiql Loljlgt{ fa S|coity [lxqiklLj~ctby
Tbl dlexll fa kcxige cgd igdiqid|cocttlgtifg ~xfqidld tf k|{tfjlx{
Cktifg {txctley 0 oi{tlg afx ljftifg{ig yf|x k|{tfjlx{ jl{{cel{' ^|tyf|x{loa ig tblix ~ockl cgd xl{~fgdkfj~c{{ifgctloy hy faalxige {lxqikltf cddxl{{ tblix glld{ cgd kfgklxg{
7/21/2019 Achieving Customer Delight
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Aiql Loljlgt{ fa S|coity [lxqiklXl{~fg{iqlgl{{
Tbl uiooigegl{{ tf blo~ k|{tfjlx{cgd ~xfqidl ~xfj~t {lxqikl{
Cktifg {txctley 0 ~xf`lkt c ~f{itiql/kcg*df cttit|dl' Tcml ijjldictl{tl~{ tf blo~ k|{tfjlx{ cgd {cti{aytblix glld{
7/21/2019 Achieving Customer Delight
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[lxqikl K|ot|xl Kfj~fglgt{Dloiqlxy[y{tlj
Txcigige
Jftiqctfx{cgd xlucxd
Lj~ofyllxfol{ cgd
lr~lktctifg{
^foikil{ cgd~xfkld|xl{
Jcgceljlgt{|~~fxt
[lxqiklji{{ifg
[LXQIKLK\OT\XL
^xfd|kt{cgd
{lxqikl{
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[lxqikl K|ot|xl Kfj~fglgt{[lxqiklji{{ifg
Tbl dixlktifg fx qi{ifg fa cg fxecgipctifg tbct{|~~fxt{ dcy*tf*dcy igtlxcktifg uitb tbl k|{tfjlx
^xfd|kt{
cgd{lxqikl{
Tbl jctlxico/ ~xfd|kt{/ cgd {lxqikl{ tbct cxl {tctl fa
tbl cxt/ kfj~ltitiqloy ~xikld/ cgd jllt tbl glld{fa k|{tfjlx{
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[lxqikl K|ot|xl Kfj~fglgt{Dloiqlxy[y{tlj
Txcigige
Jftiqctfx{cgd xlucxd
Tbl ucy cg fxecgipctifg dloiqlx it{~xfd|kt{ cgd {lxqikl{
Ig{tx|ktifg fx igafxjctifg ~xfqidld tbxf|eb c qcxilty fatlkbgis|l{ tbct tlckb mgfuoldel fx {mioo{/ fx cttlj~t tfigao|lgkl lj~ofyll cttit|dl tfucxd lrkloolgt {lxqikldloiqlxy
Jfgltcxy xlucxd{/ jctlxico itlj{/ fa alldhckm tbct~xfj~t{ lj~ofyll{ tf kfgtig|l tf dloiqlx {lxqikl cgd~lxafxj ct c bieb olqlo fa laalktiqlgl{{ cgd laaikilgky
7/21/2019 Achieving Customer Delight
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[lxqikl K|ot|xl Kfj~fglgt{Lj~ofyllxfol{ cgd
lr~lktctifg{
^foikil{ cgd~xfkld|xl{
Jcgceljlgt{|~~fxt
Tbl {~lkiaik jlc{|xl{ tbct igdikctl{ ubct i{ lr~lktld falj~ofyll{ ig k|{tfjlx igtlxcktifg{ cgd tbct dlaigl bfulj~ofyll {lxqikl ~lxafxjcgkl uioo hl lqco|ctld
Tbl e|idloigl{ tbct l{tchoi{b bfu qcxif|{{it|ctifg{ fa txcg{cktifg{ uioo hl bcgdold
Tbl cqciochioity fa jcgceljlgt tf cg{ulx s|l{tifg{cgd c{{i{t axfgtoigl lj~ofyll{ ig k|{tfjlxigtlxcktifg ublg glkl{{cxy
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7/21/2019 Achieving Customer Delight
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Ubct Yf| [bf|od Mgfu6
K|{tfjlx[lxqikl^lx{fg
Mgfu Yf|xFxecgipctifg
Mgfu Yf|x^xfd|kt&[lxqikl
Mgfu Yf|xK|{tfjlx
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Mgfu Yf|x FxecgipctifgMgfu Yf|x
Fxecgipctifg Fxecgipctifg ji{{ifg
cgd qi{ifg
Fxecgipctifg k|ot|xl
K|{tfjlx igtlxcktifg~foiky cgd ~xfkld|xl{
Kfj~cgy {|~~fxt afx~xfd|kt&{lxqikl
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Mgfu Yf|x ^xfd|kt&[lxqiklMgfu Yf|x
^xfd|kt&[lxqikl
^xfd|kt &{lxqikldlqlof~jlgt cgds|coity ij~xfqljlgt
~xfkl{{
^xfd|kt&{lxqiklkfgaie|xctifg
^lxafxjcgkl dctc cgd{~lkiaikctifg
Jcigtlgcgkl cgd kcxl
^xikl cgd dloiqlxy
7/21/2019 Achieving Customer Delight
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Mgfu Yf|x K|{tfjlx{Mgfu Yf|xK|{tfjlx{
K|{tfjlx Glld{
K|{tfjlx Kfgklxg{
K|{tfjlx lx{fgcoity
7/21/2019 Achieving Customer Delight
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Dlqlof~ige Lrkloolgt Kfjj|gikctifg uitb K|{tfjlx{
Lrkloolgt Qlxhco Kfjj|gikctifg [mioo{
Lrkloolgt Gfg*Qlxhco Kfjj|gikctifg[mioo{
Lrkloolgt Oi{tlgige [mioo{
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Lrkloolgt Qlxhco Kfjj|gikctifg uitb K|{tfjlx{ uitb
K|{tfjlx{
Kfjj|gikctige~f{itiqloy''
C{m ~f{itiqloy ~bxc{ld s|l{tifg"Ig{tlcd/ Uby dfyf| allo tbctucy / |{l0 Ubct jcml{ yf| allo
tbct ucy6 Ig{tlcd/ Uby df yf|ucgt tbct kfofx/ |{l 0Ubctftblx kfofx{ bcql yf|kfg{idlxld6)
Kfjj|gikctl tf yf|xk|{tfjlx{ {tyol
Cexll uitb k|{tfjlx{
[foikit k|{tfjlx alldhckm cgd~cxtiki~ctifg
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Lrkloolgt Qlxhco Kfjj|gikctifg uitb K|{tfjlx{ uitb
K|{tfjlx{
Kfjj|gikctige~f{itiqloy''
Ufxd{ cgd ~bxc{l{ tbct h|iodxloctifg{bi~0
^olc{lTbcgm yf|
I kcg fxuiooBfu jcy I blo~6'''
I |gdlx{tcgd bfu yf| allo
Yf|xl xiebtJcy IBfulqlx
Uf|od yf| ^olc{l jigd''I c~fofeipl afx'
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Lrkloolgt Qlxhco Kfjj|gikctifg uitb K|{tfjlx{ uitb
K|{tfjlx{
Cqfidigeglectiql
kfjj|gikctifg
Ufxd{ cgd ~bxc{l{ tbctdcjcel xloctifg{bi~0
Yf| dfgt |gdlx{tcgdYf| dfg{ {ll jy~figt
Bfod fg c {lkfgdF|x ~foiky {cy{ "fx ~xfbihit{)
Tbct{ gft jy xl{~fg{ihioity
Ubct yf| glld tf df i{''Ubydfgtyf|Tblufxd ~xfholj
Tblufxd h|tTbl ufxd gf
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Lrkloolgt Qlxhco Kfjj|gikctifg uitb K|{tfjlx{ uitb
K|{tfjlx{[ir K fa eiqige effd igafxjctifg tf
k|{tfjlx{
Kolcx Kfgki{l Kfxxlkt
Kfj~oltl Kf|xtlf|{ Kfgkxltl
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Gfg Qlxhco Kfjj|gikctifg uitb
K|{tfjlx{Gfg QlxhcoHlbcqifx
Hfdy ocge|cel
Qfo|jl K|l{
C~~lcxcgkl cgdExffjige
Ji{kloocglf|{ K|l{
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Gfg Qlxhco Kfjj|gikctifg uitb
K|{tfjlx{Hfdy ocge|cel
Lyl kfgtckt ^f{t|xl Ackico lr~xl{{ifg
El{t|xl{
Qfo|jl K|l
^itkb Qfo|jl Xctl fa {~llkb Qfikl s|coity Cxtik|octifg
^c|{l{ [iolgkl
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Gfg Qlxhco Kfjj|gikctifg uitb
K|{tfjlx{C~~lcxcgkl cgdExffjige
Byeilgl "Xle|ocxuc{bige cgdkfjhige fa bcix/|{l fa jf|tb uc{b
cgd dlfdfxcgt)
Koftbige cgdckkl{{fxil{
Qfo|jl K|l
^lx{fgco bchit{
^xf~lx ltis|lttl
cgd jcgglx{
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^f{itiql cgd Glectiql Kfjj|gikctifg Hlbcqifx^f{itiql Glectiql
Hxila lyl kfgtckt Lyl{ uidl f~lg [jioige Gfddige caaixjctiqloy Lr~xl{{iql hfdy el{t|xl{ F~lg hfdy {tcgkl Oi{tlgige cktiqloy Xljcigige {iolgt c{ k|{tfjlx
{~lcm{ El{t|xige uitb f~lg bcgd Kolcg/ fxecgipl ufxm cxlc
Ycugige Axfugige fx {gllxige Cttlgdige tf jcttlx{ ftblx
tbcg tbl k|{tfjlx Olcgige cucy axfj k|{tfjlx{
c{ bl&{bl {~lcm{ [|hd|ld fx Jigijco bcgd
el{t|xl{ [tcxige hocgmoy ct k|{tfjlx{ Igtlxx|~tige ^figtige aigelx fx fh`lkt ct
k|{tfjlx Di{fxecgipld/ ko|ttlxld
ufxm{~ckl
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Kbcxcktlxi{tik{ fa Effd Oi{tlglx3'Lj~ctby
8'\gdlx{tcgdige
;'^ctilgkl
4'Cttlgtiqlgl{{
7/21/2019 Achieving Customer Delight
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[txctleil{ afx Ij~xfqld Oi{tlgige [tf~ tcomige # ^xl~cxl yf|x{loa
Oi{tlg cktiqloy [bfu uiooigegl{{ tf oi{tlg
[bfu lj~ctby
[lgd ~f{itiql gfgqlxhco k|l{
Dfgt cxe|l
C{m s|l{tifg{
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Tf oi{tlg jfxl laalktiqloy'' ^by{ikcooy Cttlgd ~by{ikcooytbl xiebt hfdy ocge|cel blo~{ |{ tf afk|{ fg tbl k|{tfjlx cgdlgkf|xcel{ tbl k|{tfjlx tf eiql |{ jfxl igafxjctifg
Cttlgd jlgtcooy Cttlgd jlgtcooy
afoofu tbl k|{tfjlx{ aofu fatbf|ebt/ oi{tlg tf |gdlx{tcgd/ gftlqco|ctl= oi{tlg aix{t/ tblg c{{l{{
Kblkm it qlxhcooy Kblkm it qlxhcooy
^cxc~bxc{l/ kocxiay/ ~xfhl a|xtblx / {|jjcxipl yf|x |gdlx{tcgdige
7/21/2019 Achieving Customer Delight
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Dlcoige C{{lxtiqloy uitb K|{tfjlx{Offm k|{tfjlx{ ig tbl lyl{ c{ yf| {~lcm
Exc{~ aixjoy uitbf|t kx|{bige Exc{~ aixjoy uitbf|t kx|{bige
Tbigm/ ~ocg/ {~lcm c {~lkiaik s|l{tifg Tbigm/ ~ocg/ {~lcm c {~lkiaik s|l{tifg
[tf~/ ectblx tbf|ebt{/ {~lcm [tf~/ ectblx tbf|ebt{/ {~lcm
C~fofeipl ia yf| jcml c ji{tcml C~fofeipl ia yf| jcml c ji{tcml
Igkxlc{l qfo|jl/ {f|gd aixj cgd kfgqigkige Igkxlc{l qfo|jl/ {f|gd aixj cgd kfgqigkige
Tcml xl{~fg{ihioity/ xl{foql tbl ~xfholj Tcml xl{~fg{ihioity/ xl{foql tbl ~xfholj
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K|{tfjlx Afk|{ld HlbcqifxK|{tfjlx afk|{ldhlbcqifx
Ckt ~xfj~toy
E|idl xctblx tbcg dixlkt
Dfgt x|{b k|{tfjlx
Faalx c{{i{tcgkl
Dfgt mll~ k|{tfjlx ucitige
Cqfid |g~xfal{{ifgco cktifg{
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7/21/2019 Achieving Customer Delight
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Cddxl{{ige K|{tfjlx Glld{
K|{tfjlx Glld{
Tf Allo Ulokfjl Tf Allo C~~xlkictld
Tf Hl \gdlx{tffd Tf Allo Ij~fxtcgt
Tf Allo Kfjafxtchol Tf Hl Xl{~lktld
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Cddxl{{ige K|{tfjlx Glld{Tf Allo Ulokfjl
Tf Hl \gdlx{tffd
Tf Allo Kfjafxtchol
\{l cg lgtb|{ic{tik exlltige/ {jiol/ |{l tblk|{tfjlx{ gcjl/ tbcgm tbl k|{tfjlx/ hl ~f{itiql
Oi{tlg cktiqloy/ ~cxc~bxc{l/ c{m mly s|l{tifg/ eiql~f{itiql alldhckm/ lj~ctbipl
\{l cg lgtb|{ic{tik ulokfjl/ xloilql cgrilty tbxf|ebaxilgdoy kfjj|gikctifg/ lr~ocig yf|x cktifg kcojoy/lg{|xl ~by{ikco kfjafxt
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Cddxl{{ige K|{tfjlx Glld{Tf Allo C~~xlkictld
Tf Allo Ij~fxtcgt
Tf Hl Xl{~lktld
Tbcgm tbl k|{tfjlx/ afoofu |~/ ef hlyfgd {lxqikllr~lktctifg{/ ~xfqidl {~lkico faalx{/ xljljhlx{~lkico dltcio{ chf|t tbl k|{tfjlx
\{l tbl k|{tfjlx{ gcjl/ eiql {~lkico txlctjlgtublg ~f{{ihol/ loikit f~igifg{
Oi{tlg/ dfgt igtlxx|~t/ ckmgfuoldel tblk|{tfjlx{ ljftifg{ cgd kfgklxg{/ tcml tijl tf{lxql/ c{m cdqikl/ loikit alldhckm
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Af|x [tyol{ fa Hlbcqifx
Dfjigcgkl
Igao|lgkige Kfj~oicgkl
[tlcdigl{{
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[lxqikl K|ot|xl Kfj~fglgt{Dfjigcgkl
Igao|lgkige
C~~lcx{ tf hl s|itl h|{y Jcy eiql tbl ij~xl{{ifg fa gft oi{tlgige Di{~ocy{ c {lxif|{ cttit|dl Qfikl{ {txfge f~igifg{
C~~lcx{ s|itl cktiql Tcml{ {fkico igitictiql{ ig jf{t kc{l{
Oiml{ tf lgkf|xcel igafxjcoity Lr~xl{{l{ ljftifgco f~igifg{"alloige{)
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Af|x [tyol{ fa Hlbcqifx
Kfj~oicgkl
[tlcdigl{{
Eiql tbl c~~lcxcgkl fa hlige s|ilt cgd xl{lxqld Oi{tlg cttlgtiqloy tf ftblx ~lf~ol Tlgd tf cqfid tbl |{l fa ~fulx Jcml dlki{ifg{ ig c tbf|ebta|o cgd dloihlxctl
jcgglx
Kfgtxfo ljftifgco lr~xl{{ifg{
Di{~ocy{ c ~xlalxlgkl afx fxdlxoigl{{ Tlgd{ tf lr~xl{{ jlc{|xld f~igifg{ [ll{ diaaik|ot tf elt tf mgfu
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[txctleil{ tf Dlco uitb Dfjigcgkl ^lx{fgDfjigcgkl
Mll~ tbl xloctifg{bi~ c h|{igl{{ oiml c{~f{{ihol
Dlqlof~ {txfge ~lx{fgco xloctifg{bi~ i{gft c bieb ~xifxity afx dfjigcgkl ~lx{fg
Hl c{ laaikilgt/ tijl di{ki~oigld/ cgd uloofxecgipld c{ ~f{{ihol
^xfqidl c~~xf~xictl ackt{/ aie|xl{/ cgd{|kkl{{ ~xfhchioitil{
Txy tf idlgtiay tblix ~xijcxy fh`lktiql{cgd tblg dltlxjigl ucy{ tf {|~~fxt uitbtbl{l fh`lktiql{
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[txctleil{ tf Dlco uitb Igao|lgkige ^lx{fg Hl lgtb|{ic{tik
Cqfid cg c~~xfckb tbct i{ tff {tiaa cgdafxjco
Tcml tijl tf l{tchoi{b effduioo cgd h|iodxloctifg{bi~
Df gft ~ockl tff j|kb lj~bc{i{ fg tblackt{ cgd dltcio{
^ocg cktifg{ tbct uioo ~xfqidl {|~~fxt afxtblix f~igifg{/ idlc{ cgd dxlcj{
Jcigtcig effd lyl kfgtckt
Hl c effd oi{tlglx
Igao|lgkige
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[txctleil{ tf Dlco uitb [tlcdigl{{ ^lx{fg Tcml tijl tf h|iod c {fkico xloctifg{bi~
uitb tbl {tlcdigl{{ ~lx{fg
[~lgd tijl olcxgige chf|t tbl tbige{
tbct cxl ij~fxtcgt ig tbi{ igdiqid|co{ oial
^xfqidl ~lx{fgco c{{|xcgkl cgd {|~~fxtafx tblix qilu{
Ia yf| di{cexll uitb c {tlcdigl{{ ~lx{fg/
k|x tbl dl{ixl tf di{cexll c{{lxtiqloy={tlcdigl{{ ~lx{fg di{oiml igtlx~lx{fgcokfgaoikt
Eiql tblj tbl tijl tf kfj~xlblgd yf|xlr~ocgctifg&xl{~fg{l{' ^ctilgkl i{
ij~fxtcgt
[tlcdigl{{
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