Professional Documents
Culture Documents
) (
................
2012/2011
www.abahe.co.uk
1
] : [113
www.abahe.co.uk
2
www.abahe.co.uk
3
.
" "
).(1
).(2
)(1
)(2
.254
.90
www.abahe.co.uk
4
).(1
.
.
)(1
:
1429 1430- .82
www.abahe.co.uk
5
).(1
.
).(2
)(1
www.abahe.co.uk
6
. :
)
( .
) :
( ] .[159 :
):
( ] .(1)[2 :
)(1
: " "
1418 ).(16-15
www.abahe.co.uk
7
( ] [).(1
)
)(Cs4
)(2
Costomar
: 1994 .9
)(2
(2002) .
.15
)(3
.) ..( .27
www.abahe.co.uk
8
:
) (
).(1
).(2
)(1
).(1
)(2
Liswood
Laura
:
.
:
)(1
Maurer, R. (1996), " Using resistance to build support for change", The Journal of
Quality and Participation, Vol.19, No.3.
)(2
Laura A. Liswood, Serving Right: Innovative and Powerful Customer Retention
Strategies, (New York: Harper Business, 1990), P.27-47.
www.abahe.co.uk
10
: :
).(1
.
)
(
.
)(1
: :
:
.1 .
.2 .
.3 .
.4 .
.5 .
.6 .
.7 .
www.abahe.co.uk
12
.8
.
: :
:
.1
.2
.3
.4
.5
.6
.7
.8
.
www.abahe.co.uk
13
: :
.
.
: .
- :
.1 )2005().(1
:
.
:
.
)( 1
: " "
2005 .
www.abahe.co.uk
14
:
.
:
.
.2 )2004().(1
:
.
:
.
:
.
)(1
2004 .
www.abahe.co.uk
15
:
.
.
.
.3 )2004().(1
:
.
:
.
:
454 .
)(1
2004 .
www.abahe.co.uk
16
:
.
.
.4 )2000().(1
: .
:
:
.
:
.
)( 1
2000 .
www.abahe.co.uk
17
.5 )2000().(1
:
.
:
.
:
.
:
.
.
)(1
82 2000 .
www.abahe.co.uk
18
- :
.1 ).(1)Mark Budgol (2005
: .
:
.
: .
:
9001
.
)(1
Budgol, Marker: The implementation of the TQM in Poland, The TQM Magazine,
Vol.17, No.2, 2005.
www.abahe.co.uk
19
)(1
:
.
.
.5 ).(1)Hassan Kerr (2003
:
.
:
:
.
:
. .
)(1
Kerr, Hassan: The relationship between total quality management practices and
organizational performance in service organizations, The TQM Magazine, Vol.15,
No.4, 2003.
www.abahe.co.uk
22
:
.
) (10 (5)
) (5 2000-
20005 .
.
www.abahe.co.uk
23
:
.
.
.
.
:
:
.1 :
.
-2 :
www.abahe.co.uk
24
) :
(.
: :
:
.1:
) : ( ) (
) ( ) ( ) ( ) (
(
)
).(1
:
:
:
").(2
: :
)( 1
1423 1.67
)(2
: 1423 .255-254
www.abahe.co.uk
25
).(1
Quality Qualitas
.
"
" ] .[105
"
" ".
.2 :
. Oakland
" :John
").(2
) (1 : 1998 .9
)(2
Pettigrew, A. M. (1987) " Context and action in the transformation of the firm",
Journal of Management Studies, Vol.24, No.6.
www.abahe.co.uk
26
. Railways
" :British
").(1
:
: .
: .
: .
.
.
).(2
)(1
Dale H. Besterfield, (et. l.) ,Total Quality Management ,2nd ed., (Upper Saddle
River: Prentice - Hall , 1999), P.1.
)(2
Strebel, P. (1994), "Choosing the right change path", California Management
Review, Vol.36, No.2.
www.abahe.co.uk
27
.2:
) ( )
( ).(1
"
").(2
. "
").(3
.
)(1
: .233
)(2
: 1987 .223
)(3
: 1995 .440
www.abahe.co.uk
28
: ) (:
2011 .
: :
:
:
:
:
:
:
:
........
:
www.abahe.co.uk
29
:
:
:
www.abahe.co.uk
30
www.abahe.co.uk
31
:
.
" "
).(1
).(2
)(1
)(2
.254
.90
www.abahe.co.uk
32
:
: .
: .
: ).(Changing the Culture
:
).(1
:
)( 1
:
1429 1430- .82
www.abahe.co.uk
33
: :
.
.
www.abahe.co.uk
34
).(1
. :
)
( .
) :
().(2
):
().(3
)(1
.2
www.abahe.co.uk
35
( .
)
)(2) (1
)(3
&
Gaucher
)(4
Gryna
&
)(5
"
"
Ersoz
and
Leebov )" (4
)(1
).(6
) (2 : 1994 .9
)(3
Ellen J. Goucher and Richard J. Coffey, Total Quality in Healthcare : From Theory
to Practice, (San Francisco: Jossey Bass Inc. Publishers, 1993), P.36.
)(4
J. M. Juran and F. M. Gryna, Quality Planning and Analysis: From Product
Development Through Use , 2nd ed. , (New York : McGraw Hill Book Company,
1980) , 9 .
)(5
Joseph R. Jablonski, Implementing Total Quality Management: An Overview, (San
Diego : Pfeiffer & Company, 1991), 130.
)(4
Wendy Leebov and Clara Jean Ersoz, The Health Care Managers Guide to
Continuous Quality Improvement, (Chicago: American Hospital Publishing, Inc.,
1991), 4 5.
) (6 : " "
.44
www.abahe.co.uk
36
.
"
).(1
.
Teboul
James "
").(2
.
)( 1
:
1999 .18
)(2
)(1
"
").(1
.
"
".
" "
" "
"
:
)(2
)( 1
:
1423/8/23 .
)(2
: " " 27
www.abahe.co.uk
39
.
.
. :
-:
.
.
.
.
) (1
) (2
.
)(1
"
".
: :
.
.
)-:(1
)( 1
: 1421 -
2001 .71
www.abahe.co.uk
41
.1 :
" :
").(1
.2 :
" :
").(2
.3 :British Quality Association
"
)( ".
.
)(1
: 1998
.119
ISO, ISO 9004, 2000: Quality Management Systems-Guide Lines for
Performance Improvements, P.17.
www.abahe.co.uk
42
)(2
.4 :John Oakland
"
").(1
.
.5 :British Railways
"
").(2
.
:
: .
: .
)(1
Pettigrew, A. M. (1987) " Context and action in the transformation of the firm",
Journal of Management Studies, Vol.24, No.6.
)(2
Dale H. Besterfield, (et. l.) ,Total Quality Management ,2nd ed., (Upper Saddle
River: Prentice - Hall , 1999), P.1.
www.abahe.co.uk
43
: .
"
") .(1
).(2
Jablonski "
").(3
.
)(1
Chris Hakes: Total quality management: the key to business improvement: a Pera
International executive briefing, Springer, 1991, P.82.
)(2
Strebel, P. (1994), "Choosing the right change path", California Management
Review, Vol.36, No.2.
)(3
Joesph R. Jablonski, Implementing Total Quality Management: An Overview,
(California: Preiffer & Co , 1991), P.4.
www.abahe.co.uk
44
)(1
") .(1
"
").(2
"
" .
)-:(3
.
.
)(1
Chris Hakes: Total quality management: the key to business improvement: a Pera
International executive briefing, Ibid, P.85.
) (2 :
1996 .25-24
)(3
1996 3 .301-300
www.abahe.co.uk
46
.
.
)(1
"
"
.
.
.
.
.
)( 1
: 3
1998 .566
www.abahe.co.uk
47
).(1
:
.
)(1
).(1
:
:
)Management
Quality
(Total
:
).(2
)Control
Quality
(Total
"
)(1
).(1
).(2
).(3
)(1
: " " 1
2004 .55
)(2
.275
)(3
1 2006 .44-43
www.abahe.co.uk
50
).(1
"
"
).(2
" "
)( ) :
(
.
)(1
:
142
2006 .267
)(2
) ( 1250
).(1
).(2
: )
(Circles )Team
Quality
(Quality
.
) (Quality of Life ) (Quality of Work Life
)9000-9004
(ISO
).(3
)(1
: " 2
2006 .47-46
)(2
.101
)(3
: " "
.56
www.abahe.co.uk
52
).(1
)(Changing the Culture
:
:
).(2
.
)(1
.75
John Pike, Richard Barnes: TQM in action: a practical approach to continuous
performance improvement, Springer, 1996, P.154.
)(2
www.abahe.co.uk
53
).(1
:
: :
.1 :
.
:
"
").(2
)(1
.2 :
):(1
)(
:
.
)( :
.
)( :
)( .
) (
: .
.3 :
):(2
)(
: .
)( :
.
)(2
P.B. Mahapatra: Operations Management, PHI Learning Pvt. Ltd., 2001, P.161.
. : 1996 .205
www.abahe.co.uk
55
)(1
)( :
.
) (
:
.
.
: :
.1 :
):(1
)(
)
...
(
)(
.
)(1
)(
(.
)
) (
)(
.
)(
.
)(
.
)(
.
)(
:
www.abahe.co.uk
57
.2 :
... IBM Hewlett PackardPisellireckan Ford
):(1
:1
)(1
.3 :
.
):(1
:2
.
):(2
)(
.
)(1
)(
.
)( .
) (
)( )Resentments
(Past
.
)( .
.
)(
.4 :
).(1
.
)(1
).(1
:
:1
/
.
.
)( 1
: "
" -2002
2003 .126
www.abahe.co.uk
61
.
.
:
1996 .119
"" ):(1
:3
)(
: .
)( :
.
)( 1
. : .205
www.abahe.co.uk
62
)( :
.
Kurt Lewin " : "" ""
").(1
. " "
.
).(2
.
)(1
:
:
: .
: .
: .
: .
: .
: .
www.abahe.co.uk
64
) (14
):(1
.
.
.
.
.
.
.
) (.
.
.
.
)( 1
8 2 2004 .218
www.abahe.co.uk
65
.
.
:
.
.
.
.
.
.
www.abahe.co.uk
66
):(1
:
.
:
.
:
.
:
.
:
) (6 ):(2
)( 1
)(2
) (6
) (9
) (2 ):(1
) (2
)(1
) (
).(1
.
) (5
) (7 ):(2
)( 1
:
.219
)(2
: " .161
www.abahe.co.uk
69
) (7
):(1
)( 1
: 2003 .127
www.abahe.co.uk
70
:
.
:
.
:
.
):(1)(8
) (8
)( 1
: 2001
.201
www.abahe.co.uk
71
:
.
) (1000
) (7 ):(1
:
.
:
.
:
.
:
.
)( 1
.221
www.abahe.co.uk
72
:
.
:
.
:
.
)(1
100
60
150
140
180
300
1000
) (9 ):(2
)( 1
)( 2
: " .37
: .74
www.abahe.co.uk
73
) (9
.
:
www.abahe.co.uk
74
:
.
.
.
.
.
.
.
.
www.abahe.co.uk
75
:
.
.
.
:
: .
: .
www.abahe.co.uk
76
: :
):(1
:
):(2
.
.
.
.
.
)(1
Maurer, R. (1996), " Using resistance to build support for change", The Journal of
Quality and Participation, Vol.19, No.3.
) (2 :
2005 .59
www.abahe.co.uk
77
.
.
:
)(1
):(2
.
.
.
.
.
)( 1
)( 2
:
.35
: " "
.34-33
www.abahe.co.uk
78
.
.
:
):(1
.
.
.
.
.
.
.
)( 1
1 12004 .148
www.abahe.co.uk
79
):(1
: :
).(2
).(3
).(4
)(1
Maurer, R. (1996), " Using resistance to build support for change", The Journal of
Quality and Participation, Vol.19, No.3.
) (2 :
2006 .96
)(3
: .65
)(4
151998 .139
www.abahe.co.uk
80
).(1
: :
).(2
).(3
)(1
)(2
: " .80
17 3 2001
.194
)(3
: .62
www.abahe.co.uk
81
).(1
.
: :
).(2
).(3
)(1
)(2
: .59
)(3
: ) (
.139
2004 .170
www.abahe.co.uk
82
: :
).(1
).(2
:
).(3
)(1
)(2
.139
)(3
.94
www.abahe.co.uk
83
: :
).(1
).(2
)(1
)(2
: .60
: :
) (Incremental
) (Break-Through
).(1
).(2
).(3
)(1
)(2
: .60
.98
)(3
.138
www.abahe.co.uk
85
.
.
www.abahe.co.uk
86
:
.
)
(
) (%22 - %16
)(1
) (Deming ).(2
)(1
Harris, Wadswort, M., stephens, Kenneth, and God fry , m. , "modern Methods for
Quality control and improvement" John wily and sons , 2000, P.380
)(2
Wadswort , Harrison , M . , Stephens , Kenneth , and God fry , m. , "modern
Methods for Quality control and improvement" John wily and sons , 1986, P.71.
www.abahe.co.uk
87
).(1
.
).(2
) (
):(3
: :
)(1
Harvey, Satrina & Millett, Bruce, (1999), OD TQM and Bpr: A comparative
Approach, Australian Journal of management & organizational Behavior, vol.2,
NO.3. P.214
) (2 :
" "
- ) -(4 2006 .137
)(3
: : 1
2002 .61
www.abahe.co.uk
88
) (1
).(2
.
: :
).(3
)(1
):(1
.1
.
.2
.
.3
.
.4
.
" .5
"
)(1
. :
www.abahe.co.uk
91
.1
).(1
.2
).(2
.3 .
.4 ).(3
.5
).(4
.6
).(5
)(1
: "
)(4
" " / 19 182006 /
.60
www.abahe.co.uk
92
.7 .
).(1
):(2
.1 .
.2 .
.3 .
.4 .
.5 .
.6 .
.7
.
.8
)(1
: " "
2005 .351
Malhi, Ranjit singh, (2000), Understanding Total Quality Management, Articles,
Available from,www.higbeam.com/library/doc.asp.
)(2
www.abahe.co.uk
93
) (1
)IBM
Xerox,
(GM,
) .(2
)(5
) (5 TQM
)(3
).(4
).(5
)(1
www.abahe.co.uk
94
).(2
).(1
) (2
)(2
)
(
)/(
) (
2000 .97
www.abahe.co.uk
95
) (Wageman
) (Interventions
).(1
)(1
.
.
www.abahe.co.uk
97
www.abahe.co.uk
98
:
.
.
:
: .
: .
: .
www.abahe.co.uk
99
:
.
.
.
:
: .
: .
: .
www.abahe.co.uk
100
:
.
.
.
.
.
:
" :
").(1
" : ) (
) (
)(1
. 1995 -163
. 164
www.abahe.co.uk
101
") .(1
.
" :
").(2
: :
"
").(3
)(1
. 1994
)(2
. 1994
. 81
185
)(3
. . 164
www.abahe.co.uk
102
).(1
:
.
):(2
.1 .
.2
.
:
.
)(1
:
) (
.
: :
):(1
.1 :
).(2
)(1
Miriam Erez, Uwe Kleinbeck, Henk Thierry: Work motivation in the context of a
globalizing economy, Routledge, 2001, P.289
)(2
Frederick Herzberg, Bernard Mausner, Barbara Bloch Snyderman: The motivation
to work, Transaction Publishers, 2006, P.41
www.abahe.co.uk
104
.2 :
.
.
.3 :
).(1
.4 :
).(2
)(1
)(2
www.abahe.co.uk
105
: :
.
):(1
.1 :
) .(....
.2 :
)
.(...
)(1
.3 :
) .(...
.4 :
.
.5 :
0
).(1
: :
):(2
.1 :
.
)(1
.2 :
.
.
.3 :
.
www.abahe.co.uk
108
).(1
).(2
.
.
.
.
).(3
.
)(1
.
.
)(1
) (2 ) (3
).(1
)(1
:
:
: :
):(1
.1 .
.2 )
(.
.3
.
.4 .
)(1
.5
.
.6 .
.7 .
.8 .
.9 .
.10
.
.11 .
.12 .
.
):(1
.1 :
.
)(1
.2 :
.
.3 : .
.4 :
.
.5 : .
.6 : .
.7 : .
.8 : .
.9 :
....
: :
):(1
)(1
.1:
.
.2 :
.
.3 :
.
.4 :
).(1
)(1
Ann K. Boggiano, Thane S. Pittman: Achievement and motivation: a socialdevelopmental perspective, Cambridge University Press, 2007, P.164
www.abahe.co.uk
114
.5 :
).(1
.6 :
.
.7 :
).(2
)(1
Drucker, Peter The Practice of Management, Harper and Row, New York, 2006,
P.97
)(2
Julie Morgenstern: Time management from the inside out: the foolproof system for
taking control of your schedule--and your life, Edition 2, Owl Books, 2004, P.64.
www.abahe.co.uk
115
.8 :
.
.
).(1
)(1
John Baldoni: Great motivation secrets of great leaders, Volume 2004, McGrawHill Professional, 2005, P.63
www.abahe.co.uk
116
:
).(1
.
.
.
)(1
:
: .
: .
:
.
: ) (:
www.abahe.co.uk
118
):(1
.1 .
.2
.
.3 .
.4
.
: :
) (
.
) (
):(2
)(1
.1 :
.
.2 :
):(1
-
)( :
- :
.
- :
.
- :
.
)(1
John Adair: Leadership and motivation: the fifty-fifty rule and the eight key
principles of motivating others, Kogan Page Publishers, 2007, P.98
www.abahe.co.uk
120
.3 :
):(1
.
.
.
.4 :
:
(1 .
(2 .
: :
.
"
").(2
)(1
www.abahe.co.uk
121
: :
. ):(1
.1 )
( .
.2 ) ( .
.3 )
( .
) (
) ( .
).(2
:
)(1
: - :
)(
):(1
.1 .
.2 .
: - :
) (Y
).(2
)(1
)(2
:
:
: :
).(1
.1 :
)
( :
-
- .
- .
)(1
. 1994
.18
www.abahe.co.uk
124
- ) ( .
-
.
.2 :
):(1
-
-
.
-
.
-
.
)(1
-
.
.3 :
- -
...).(1
.
).(2
.4 :
):(3
.
-
.
)(1
Adrian Mackay: Motivation, ability and confidence building in people, Ibid, P.231.
Ann K. Boggiano, Thane S. Pittman: Achievement and motivation: a socialdevelopmental perspective, Ibid, P.164
)(3
Harvard business essentials series: Time management: increase your personal
productivity and effectiveness, Ibid, P.57.
)(2
www.abahe.co.uk
126
- .
-
.
- .
.5 :
):(1
-
- .
-
) (
.
.6 :
John B. Miner: Organizational behavior: From theory to practice, Ibid, P.220.
www.abahe.co.uk
127
)(1
).(1
.7 :
).(2
.8
.
.9:
.
)(1
.10 : :
).(1
.11 :
.
.
: :
).(2
.1 :
-
:
.
)(1
)(2
-
.
-
).(1
.2 :
):(2
-
- .
- .
-
.
-
.
)(1
)(2
www.abahe.co.uk
130
.3 :
).(1
.4 :
).(2
.5 :
.
).(3
.6 :
)(1
John Baldoni: Great motivation secrets of great leaders, Volume 2004, Ibid, P.77.
Frederick Herzberg, Bernard Mausner, Barbara Bloch Snyderman: The motivation
to work, Ibid, P.43
)(3
Charles Handy: Gods of Management: The Changing Work of Organizations, Ibid,
P.21.
)(2
www.abahe.co.uk
131
).(1
.7 :
).(2
.8 :
).(3
.9:
).(4
)(1
.10 : :
).(1
).(2
.11 :
).(3
: :
).(4
)(1
Miriam Erez, Uwe Kleinbeck, Henk Thierry: Work motivation in the context of a
globalizing economy, Ibid, P.231
)(2
David C. McClelland: Human motivation, Ibid, P.433.
)(3
Bruce W. Hasenyager: Managing the information ecology: a collaborative
approach to information technology management, Ibid, P.41
)(4
Chandler, Alfred Strategy and Structure: Chapters in the history of industrial
enterprise, Doubleday, Ibid, P.139
www.abahe.co.uk
133
.1 ):(1
-
-
.
-
.
-
.
-
.
-
.
Nico H. Frijda: The emotions .. Studies in emotion and social interaction, Ibid, 469
www.abahe.co.uk
134
)(1
-
.
- .
-
- -
.
: :
).(1
.1 :
-
- .
-
.
)(1
-
.
-
.
.2 :
-
-
.
- .
-
).(1
.3 :
).(2
)(1
)(2
.4 :
-
- .
- .
-
).(1
.5 :
.
.6 :
.
.
).(2
)(1
.7 :
.
.8 :
).(1
.9 :
.
.10:
).(2
.11 :
.
)(1
.12 :
).(1
:
.
:
: .
: .
)(1
:
) (
).(1
:
: :
)-:(2
)(1
.1
.
.2 .
.3 .
.4 .
.5 .
.6 .
)(1
)-:(2
.1
.
.2
.
.3
.
.4
.
.5
.
.6
.
www.abahe.co.uk
142
.7
.
.8
.
.9
.
.10
.
.11
).(1
)(1
: :
.1
)-:(1
.
Absolute Master.
.
The Client .
.2 :
Reliability
)(1
: " "
.30-29
www.abahe.co.uk
144
.
)-:(1
:
.
:
.
:
.
)(1
: .60-58
www.abahe.co.uk
145
:
.
:
.
.3
)-:(1
:Access
.
:Communication
.
:Courtesy
.
)(1
Barton Allen: The Emergency Social System, in man and society in Disaster, New
York: Basic Book Inc.
www.abahe.co.uk
146
:Competence
:Credibility
.
:Reliability
.
:Responsivness
.
:Security
.
:Tangibles
.
Knowing
&
:Understanding
.
) ( )al.
(et.
Zeithmal
www.abahe.co.uk
147
).(1
:
.
: .
: .
:
.
: .
: .
: .
:
.
:
.
: .
)(1
)-:(1
:Reliability .
:Responsiveness
.
:Assurance
.
:Empathy
.
:Tangibles
.
.
)(1
Frank M. Horwitz and Mark A. Neville,Organization Design for Service Excellence :A Review of
the Literature , Human Resource Management , vol. 35, No. 4 (1996 ): 473.
www.abahe.co.uk
149
Robert H. Waterman )-:(1
.
.
.
).(2
)(1
. : :
: ) :
1999 ( .13-12
B. Allen: The Emergency Social System: Man and Society in Disaster, New York,
Basic Book Inc, 1989.
)(2
www.abahe.co.uk
150
Zytec
)-:(1
.
.
.
.
.
.
.
.4
)(1
" "
"
).(1
.
.5 :
:
):(2
)(1
: .43-42
)(2
Bennis, W. and Nanus, B. (1985). Leaders. New York: Harper and Row.
www.abahe.co.uk
152
. :
.
.
).(1
).(2
. :
.
)(1
Cohen, Steven and Ronald Brand: total quality management, Institute of Public
Administration, Riyadh, 1997.
)(2
E. Quarantelli: Evacuation Behavior and Problems, Columbus, ohio: Stat
University Disaster Research Center, 1980.
www.abahe.co.uk
153
.
).(1
).(2
.
. :
.
.
)(1
).(1
.
. :
.
" "
) (Do It Right First
mission
)(1
).(1
.
).(2
.
. :
.
.
)(1
.
).(1
)-:(2
.
.
.
.
.
)(1
).(1
.
.
.
:
: :
):(2
)(1
www.abahe.co.uk
158
.
)
( .
).(1
).(2
: :
.
.
)(1
1996 .11
Dale, B. and Cooper, C. and Wilkinson. A., Managing Quality and Human
Resources A Guide to Continuous Improvement, Great Britain, Black Wel Publishers
Inc, 1997.
)(2
www.abahe.co.uk
159
).(1
.
.
).(2
: :
.
.
)(1
. .
).(1
.
:
:
.
.
. ).(2
.
)(1
: :
.
.
.
).(1
.
.
).(2
)(1
)(2
: 3
1998 .28
www.abahe.co.uk
162
: :
.
.
.
).(1
.
).(2
)(1
: :
.
.
:
.
.
).(1
: :
.9000
9000
.
)(1
: .43-42
www.abahe.co.uk
164
.
) .(1
9000
.
).(2
: :
.
.
.
.
:
).(3
)(1
www.abahe.co.uk
165
www.abahe.co.uk
166
:
: :
.
.
: :
) 2011(
: :
.
: :
)
(.
www.abahe.co.uk
167
)(
.1:
) (1 .
18
%45
22
%55
40
%100
) (1
%55
%45
.
www.abahe.co.uk
168
.2 :
) (2 .
13
%32.5
%2.5
20
%50
%15
40
%100
) (2
%50
%32.5
%15
%2.5 .
.
www.abahe.co.uk
169
.3
) (3 .
5-1
21
%52.5
10-6
16
%40
15-11
%5
16
%2.5
40
%100
) (3
) (5-1 %52.5
) (10-6
%40
) (15-11 %5
) 16 (.
) (10-1 %90
.
www.abahe.co.uk
170
.4
) (4 ) :
(.
40
%100
40
%100
) (4 )
(
%100
.
www.abahe.co.uk
171
)(
.1
.
) (5 ) :
(.
15
%37.5
21
%52.5
%10
40
%100
) (5
(
%52.5
%37.5
%10 .
%90
.
www.abahe.co.uk
172
.2 .
) (6 ) :
(.
18
%45
19
%47.5
%7.5
40
%100
) (6 )
(
%47.5
%45
%7.5 .
%90
.
www.abahe.co.uk
173
.3 .
) (7 ) :
(.
14
%35
26
%65
40
) (7 )
(
%65
%35 .
%100
www.abahe.co.uk
174
.4
.
) (8 ) :
(.
16
%40
21
%52.5
%7.5
40
%100
) (8 )
(
%52.5
%40
%7.5 .
%92
www.abahe.co.uk
175
.5
.
) (9 ) :
(.
13
%32.5
22
%55
%10
%2.5
40
%100
) (9 )
(
%55
%32.5
%10
%2.5
.
%80
.
www.abahe.co.uk
176
.6 .
) (10 ) :
(.
%22.5
27
%67.5
%7.5
%2.5
40
%100
) (10 )
(
%67.5
%22.5 %7.5
%2.5 .
%90
.
www.abahe.co.uk
177
)(
.1
) (11 ) :
(.
%17.5
13
%32.5
11
%27.5
%17.5
%5
40
%100
) (11 )
(
%32.5
%27.5
%17.5
%17.5
%5
.
%50
%50
www.abahe.co.uk
178
.2 .
) (12 ) :
(.
12
%30
27
%67.5
%2.5
%2.5
40
%100
) (12 )
(
%67.5
%30
%2.5 .
%97
.
www.abahe.co.uk
179
.3 .
) (13 ) :
(.
11
%27.5
24
%60
%12.5
40
%100
) (13 )
(
%60
%27.5
%12.5
.
%87
www.abahe.co.uk
180
.4
.
) (14 ) :
(.
14
%35
16
%40
%22.5
%2.5
40
%100
) (14 )
(
%40
%35 %22.5
%2.5 .
%75
www.abahe.co.uk
181
.5
.
) (15 ) :
(.
12
%30
22
%55
%15
40
%100
) (15 )
(
%55
%30
%15 .
%85
www.abahe.co.uk
182
.6 .
) (16 ) :
(.
15
%37.5
20
%50
%10
%2.5
40
%100
) (16 )
(
%50
%37.5
%10
%2.5 .
%87
www.abahe.co.uk
183
.7
.
) (17 ) :
(.
15
%37.5
22
%55
%7.5
40
%100
) (17 )
(
%55
%37.5
%7.5
.
%92
www.abahe.co.uk
184
.8 .
) (18 ) :
(.
12
%30
23
%57.5
%12.5
40
%100
) (18 )
(
%57.5
%30
%12.5 .
%87
www.abahe.co.uk
185
.9 .
) (19 ) :
(.
19
%47.5
20
%50
%2.5
40
%100
) (19 )
(
%50
%47.5
%2.5 .
%97
www.abahe.co.uk
186
.10 .
) (20 ) :
(.
13
%32.5
25
%62.5
%5
40
%100
) (20 )
(
%62.5
%32.5
%5
.
%95
www.abahe.co.uk
187
.11 .
) (21 ) :
(.
18
%45
20
%50
%5
40
%100
) (21 )
(
%50
%45
%5 .
%95
www.abahe.co.uk
188
)(
.1
.
) (22 ) :
(.
18
%45
20
%50
%5
40
%100
) (22 )
(
%50
%45
%5 .
%95
.
www.abahe.co.uk
189
.2 .
) (23 ) :
(.
16
%40
22
%55
%2.5
%2.5
40
%100
) (23 )
(
%55
%40
%2.5
.
%95
.
www.abahe.co.uk
190
.3
) (24 ) :
(.
14
%35
23
%57.5
%5
%2.5
40
%100
) (24 )
(
%57.5
%35
%5
%2.5 .
%92
.
www.abahe.co.uk
191
.4 .
) (25 ) :
(.
20
%50
16
%40
%10
40
%100
) (25 )
(
%50
%40
%10 .
%90
www.abahe.co.uk
192
.5
) ( .
) (26 ) :
) (
(.
11
%27.5
21
%52.5
%20
40
%100
) (26 )
) ( (
%52.5
%27.5
%20 .
%80
)
( .
www.abahe.co.uk
193
.6
.
) (27 ) :
(.
15
%37.5
19
%47.5
%15
40
%100
) (27 )
(
%47.5
%37.5
%15 .
%85
www.abahe.co.uk
194
.7
.
) (28 ) :
(.
16
%40
20
%50
%10
40
%100
) (28 )
( .
%50
%40
%10 .
%90
.
www.abahe.co.uk
195
)(
.1 .
) (29 ) :
(.
11
%27.5
23
%57.5
%15
40
%100
) (29 )
(
%57.5
%27.5
%15 .
%85
.
www.abahe.co.uk
196
.2 .
) (30 ) :
(.
%22.5
23
%57.5
%17.5
%2.5
40
%100
) (30 )
(
%57.5
%22.5
%17.5
%2.5 .
%90
.
www.abahe.co.uk
197
.3
.
) (31 ) :
(.
11
%27.5
20
%50
%20
%2.5
40
%100
) (31 )
(
%50
%27.5
%20
%2.5 .
%77
www.abahe.co.uk
198
.4 .
) (32 ) :
(.
11
%27.5
21
%52.5
%15
%5
40
%100
) (32 )
(
%52.5
%27.5
%15
%5 .
%80
.
www.abahe.co.uk
199
.5
) (33 ) :
(.
16
%40
20
%50
%10
40
%100
) (33 )
(
%50
%40
%10
.
%90
www.abahe.co.uk
200
.6 .
) (34 ) :
(.
14
%35
17
%42.5
%15
%7.5
40
%100
) (34 )
(
%42.5
%35
%15
%7.5
.
%78
.
www.abahe.co.uk
201
.7 .
) (35 ) :
(.
13
%32.5
15
%37.5
%20
%10
40
%100
) (35 )
(
%37.5
%32.5
%20
%10 .
%70
.
www.abahe.co.uk
202
)(
.1
) (36 ) :
(.
14
%35
21
%52.5
%12.5
40
%100
) (36 )
(
%52.5
%35
%12.5 .
%88
.
www.abahe.co.uk
203
.2 .
) (37 ) :
(.
12
%30
22
%55
%15
40
%100
) (37 )
(
%55
%30
%15 .
%85
www.abahe.co.uk
204
.3
.
) (38 ) :
(.
15
%37.5
20
%50
%12.5
40
%100
) (38 )
(
%50
%37.5
%12.5 .
%87
www.abahe.co.uk
205
.4
) (39 ) :
(.
%20
14
%35
12
%30
%10
%5
40
%100
) (39 )
(
%35
%30
%20
%10
%5
.
www.abahe.co.uk
206
.5
) (40 ) :
(.
11
%27.5
23
%57.5
%15
40
%100
) (40 )
(
%57.5
%27.5
%15 .
%85
.
www.abahe.co.uk
207
.6
.
) (41 ) :
(.
%17.5
24
%60
%17.5
%2.5
%2.5
40
%100
) (41 )
(
%60
%17.5
%2.5 .
%77
www.abahe.co.uk
208
.7 .
) (42 ) :
(.
11
%27.5
25
%62.5
%10
40
%100
) (42 )
(
%62.5
%27.5
%10 .
%90
www.abahe.co.uk
209
.8
)(ISO
) (43 ) :
.(ISO
15
%37.5
17
%42.5
%20
40
%100
) (43 )
(ISO
%42.5
%37.5
%20 .
%80
.ISO
www.abahe.co.uk
210
.9
.
) (44 ) :
(.
%22.5
25
%62.5
%15
40
%100
) (44 )
(
%62.5
%22.5
%15
.
%85
.
www.abahe.co.uk
211
.10
.
) (45 ) :
(.
14
%35
19
%47.5
%15
%2.5
40
%100
) (45 )
(
%47.5
%35
%15
%2.5
.
%82
.
www.abahe.co.uk
212
)(
.1 .
) (46 ) :
(.
%17.5
29
%72.5
%10
40
%100
) (46 )
(
%72.5
%17.5
%10 .
www.abahe.co.uk
213
%90
.2
.
) (47 ) :
(.
13
%32.5
24
%60
%7.5
40
%100
) (47 )
(
%60
%32.5
%7.5 .
%92
.
www.abahe.co.uk
214
.3 .
) (48 ) :
(.
20
%50
18
%45
%5
40
%100
) (48 )
(
%50
%45
%5 .
%95
www.abahe.co.uk
215
.4
.
) (49 ) :
(.
17
%42.5
15
%37.5
%17.5
%2.5
40
%100
) (49 )
(
%42.5
%37.5
%17.5 .
%80
.
www.abahe.co.uk
216
.5
.
) (50 ) :
(.
19
%47.5
17
%42.5
%7.5
%2.5
40
%100
) (50 )
(
%47.5
%42.5
%7.5
%2.5 .
%90
www.abahe.co.uk
217
)(
.1
.
) (51 ) :
(.
11
%27.5
20
%50
%22.5
40
%100
) (51 )
(
%50
%27.5
%22.5 .
%77
.
www.abahe.co.uk
218
.2 .
) (52 ) :
(.
%22.5
18
%45
10
%25
%5
%2.5
40
%100
) (52 )
(
%45
%22.5
%25
%5
%2.5 .
%67
.
www.abahe.co.uk
219
.3
.
) (53 ) :
(.
%22.5
17
%42.5
13
%32.5
%2.5
40
%100
) (53 )
(
%42.5
%32.5
%22.5
%2.5
.
%65
.
www.abahe.co.uk
220
.4
.
) (54 ) :
(.
10
%25
19
%47.5
%22.5
%5
40
%100
) (54 )
( .
%47.5
%25
%22.5
%5 .
%72
.
www.abahe.co.uk
221
.5
.
) (55 ) :
(.
11
%27.5
17
%42.5
10
%25
%2.5
%2.5
40
%100
) (55 )
(
%42.5
%27.5
%25
%2.5 .
%70
.
www.abahe.co.uk
222
.6
) (56 ) :
(.
%15
22
%55
11
%27.5
%2.5
40
%100
) (56 )
(
%55
%27.5
%15
%2.5
.
%70
www.abahe.co.uk
223
)(
.1
.
) (57 ) :
(.
17
%42.5
16
%40
%17.5
40
%100
) (57 )
(
%42.5
%40
%17.5 .
%82
.
www.abahe.co.uk
224
.2 )
(.
) (58 ) :
) (.
16
%40
18
%45
%15
40
%100
) (58 )
) (
%45
%40
%15 .
%85
)
.
www.abahe.co.uk
225
.3 .
) (59 ) :
(.
16
%40
18
%45
%12.5
%2.5
40
%100
) (59 )
(
%45
%40
%12.5
%2.5 .
%85
.
www.abahe.co.uk
226
.4
.
) (60 ) :
(.
15
%37.5
20
%50
%12.5
40
%100
) (60 )
(
%50
%37.5
%12.5 .
%87
.
www.abahe.co.uk
227
.5 .
) (61 ) :
(.
17
%42.5
17
%42.5
%12.5
%2.5
40
%100
) (61 )
(
%42.5
%12.5
%2.5
.
%85
.
www.abahe.co.uk
228
.6 .
) (62 ) :
(.
10
%25
25
%62.5
%10
%2.5
40
%100
) (62 )
(
%62.5
%25
%10
.%2.5
%87
.
www.abahe.co.uk
229
.7
.
) (63 ) :
(.
17
%42.5
18
%45
%12.5
40
%100
) (63 )
%45
%42.5
%12.5 .
%87
.
www.abahe.co.uk
230
)(
.1 .
) (64 ) :
(.
30
%75
%22.5
%2.5
40
%100
) (64 )
(
%75
%22.5
%2.5 .
%97
.
www.abahe.co.uk
231
.2
) (65 ) :
(.
26
%65
10
%25
%10
40
%100
) (65 )
(
%65
%25
%10 .
%90
.
www.abahe.co.uk
232
.3 .
) (66 ) :
(.
35
%87.5
%5
%7.5
40
%100
) (66 )
(
%87.5
%7.5
%5 .
%92
www.abahe.co.uk
233
.4 .
) (67 ) :
(.
20
%50
16
%40
%10
40
%100
) (67 )
(
%50
%40
%10 .
%90
www.abahe.co.uk
234
.5 .
) (68 ) :
(.
27
%67.5
11
%27.5
%5
40
%100
) (68 )
(
%67.5
%27.5
%5 .
%95
www.abahe.co.uk
235
)(
.1 .
) (69 ) :
(.
%22.5
24
%60
%17.5
40
%100
) (69 )
(
%60
%22.5
%17.5 .
%82
.
www.abahe.co.uk
236
.2 .
) (70 ) :
(.
%17.5
29
%72.5
%7.5
%2.5
40
%100
) (70 )
(
%72.5
%17.5
%7.5
%2.5 .
%90
.
www.abahe.co.uk
237
.3 .
) (71 ) :
(.
10
%25
25
%62.5
%12.5
40
%100
) (71 )
(
%62.5
%25
%12.5
.
%87
www.abahe.co.uk
238
.4 .
) (72 ) :
(.
13
%32.5
24
%60
%7.5
40
%100
) (72 )
(
%60
%32.5
%7.5 .
%92
(.
www.abahe.co.uk
239
.5
.
) (73 ) :
(.
%22.5
27
%67.5
%10
40
%100
) (73 )
(
%67.5
%22.5
%10 .
%90
.
www.abahe.co.uk
240
)(
.1
.
) (74 ) :
(.
14
%35
21
%52.5
%12.5
40
%100
) (74 )
(
%52.5
%35
%12.5 .
%87
.
www.abahe.co.uk
241
.2 .
) (75 ) :
(.
11
%27.5
24
%60
%12.5
40
%100
) (75 )
(
%60
%27.5
%12.5 .
%87
www.abahe.co.uk
242
.3
) (76 ) :
(.
14
%35
21
%52.5
%12.5
40
%100
) (76 )
(
%52.5
%35
%12.5 .
%87
.
www.abahe.co.uk
243
.4
) (77 ) :
(.
11
%27.5
22
%55
%15
%17.5
40
%100
) (77 )
(
%55
%27.5
%17.5
%15 .
%82
www.abahe.co.uk
244
)(
.1
.
) (78 ) :
(.
16
%40
19
%47.5
%12.5
40
%100
) (78 )
%47.5
%40
%12.5 .
%87
.
www.abahe.co.uk
245
.2
) (79 ) :
(.
12
%30
19
%47.5
%12.5
40
%100
) (79 )
(
%47.5
%30
%12.5 .
%77
.
www.abahe.co.uk
246
.3
.
) (80 ) :
(.
12
%30
23
%57.5
%12.5
40
%100
) (80 )
(
%57.5
%30
%12.5 .
%87
.
www.abahe.co.uk
247
.4
.
) (81 ) :
(.
%22.5
24
%60
%12.5
%2.5
%2.5
40
%100
) (81 )
(
%60
%22.5 .
%82
.
www.abahe.co.uk
248
.5
.
) (82 ) :
(.
11
%27.5
20
%50
%17.5
%5
40
%100
) (82 )
(
%50
%27.5 %17.5
%5 .
%77
www.abahe.co.uk
249
.6
) (83 ) :
(.
16
%40
19
%47.5
%10
%2.5
%2.5
40
%100
) (83 )
(
%47.5
%40
%10
%2.5 .
%87
.
www.abahe.co.uk
250
www.abahe.co.uk
251
:
:
.1
.
.2
) (10-1 %90
.
.3
.
.4 %90
.
.5 %90
.6
%100
www.abahe.co.uk
252
.7 %92
.8 %80
.
.9 %90
.
.10 %50
%50
.
.11 %97
.
.12 %87
www.abahe.co.uk
253
.13 %75
.
.14 %85
.
.15 %87
.16 %92
.
.17 %87
.
.18 %97
.
.19 %90
.
.20 %95
.
www.abahe.co.uk
254
.21 %95
.
.22 %95
.
.23 %92
.
.24 %90
.
.25 %80
) (
.
.26 %85
.
.27 %90
.
.28 %85
.
.29 %90
.
.30 %77
.
www.abahe.co.uk
255
.31 %80
.
.32 %90
.
.33 %78
.
.34 %70
.
.35 %88
.
.36 %85
.
.37 %87
.38
.
.39 %85
.
www.abahe.co.uk
256
.40 %77
.
.41 %90
.
.42 %80
.ISO
.43 %85
.
.44 %82
.
.45 %90
.
.46 %92
.
.47 ) (48 ) :
(.
.48 %95
.
www.abahe.co.uk
257
.49 %80
.
.50 %90
.
.51 %77
.
.52 %67
.
.53 %65
.
.54 %72
.
.55 %70
.
.56 %70
.
www.abahe.co.uk
258
.57 %82
.
.58 %85
)
.
.59 %85
.
.60 %87
.
.61 %85
.
.62 %87
.
.63 %87
.
.64 %97
.
.65 %90
.
.66 %92
.
www.abahe.co.uk
259
.67 %90
.
.68 %95
.
.69 %82
.
.70 %90
.
.71 %87
.
.72 %92
(.
.73 %90
.
.74 %87
.
.75 %87
.
.76 %87
.
www.abahe.co.uk
260
.77 %82
.
.78 %87
.
.79 %77
.
.80 %87
.
.81 %82
.
.82 %77
.
.83 %87
.
www.abahe.co.uk
261
:
:
.1
.2
.3
.4
.5
www.abahe.co.uk
262
: :
)(1
)(2
: " 2
2006 .
)(3
: " " 1
)(4
2006 .
1 12004 .
)(5
: 3
1998 .
)(6
: " "
2000 .
)(7
:
1996 3.
)(8
:
"
"
14292008-.
)(9
:
1998 .
www.abahe.co.uk
263
) (10 :
"
"
- ) -(4 2006.
) (11 :
1423.
) (12 :
1994 .
) (13 :
2003 .
) (14 :
1998.
) (15 : "
" 1418 .
) (16 :
1421 2001-.
) (17 (2002) .
.
) (18 :
17 3 2001 .
) (19 :
8 2 2004 .
www.abahe.co.uk
264
) (20 . : :
:
) : 1999 (.
) (21 :
1423 .1
) (22 :
2004 .
) (23 :
2004 .
) (24 :
1996.
) (25 . ) ..(
.
) (26
1994 .
) (27 : "
" 1
2004.
) (28 :
1423/8/23 .
) (29 :
www.abahe.co.uk
265
14291430-.
) (30 :
2006 .
) (31 :
34 1415 31994/.
) (32 :
1996 .
) (33 :
1995 .
) (34 :
" "
/ 19 18.2006 /
) (35 :
1999 .
) (36 : 1987 .
) (37 :
2001 .
) (38 :
1994.
www.abahe.co.uk
266
) (39 :
1996 .
) (40 :
" "
2005 .
) (41
1994 .
) (42 :
1 2.
) (43 : " "
.
) (44
1995 .
) (45 : : 1
2002 .
) (46 : " "
2001.
) (47 :
14 2
2006 .
) (48 :
1999 .
www.abahe.co.uk
267
) (49 :
2005 .
) (50 :
1
2006 .
) (51 :
2000 .
) (52 :
1999.
) (53 :
151998 .
) (54 :
82
2000.
) (55 : " "
27 1418 21997/.
) (56 :
" "
.2000
) (57 :
2000.
www.abahe.co.uk
268
:( 58)
()
.2004
:( 59)
" "
.2003-2002
:( 60)
" "
.2005
: :
(1) A- Boadu. G. Martin, Joseph, Production and Operation Management an
Applied Modern approach, John Weilew, E Sonsinc, New York, 1999, P.5
(2) Adrian Mackay: Motivation, ability and confidence building in people, Gulf
Professional Publishing, 2007, P.211
(3) Ahmed, S., Hassan, M.H.& Devi, S.L.,(2001), Implementation Imperatives
of TQM in A service Organizational An Emphasis on participatory
Dimensions, Dep. of Mechanical Engineering, University of Malaya,
Avaliable from.
(4) American Management Association (1994), Survey on change management,
AMA New York.
(5) Anastasi, Anne (1982), Psychological testing, 5th edition, MacGregor
publishing company, New York, P.24.
(6) Ann K. Boggiano, Thane S. Pittman: Achievement and motivation: a socialdevelopmental perspective, Cambridge University Press, 2007, P.164
(7) B. Allen: The Emergency Social System: Man and Society in Disaster, New
York, Basic Book Inc, 1989.
(8) Barton Allen: The Emergency Social System, in man and society in Disaster,
New York: Basic Book Inc.
(9) Bennis, W. and Nanus, B. (1985). Leaders. New York: Harper and Row.
www.abahe.co.uk
269
www.abahe.co.uk
270
www.abahe.co.uk
271
www.abahe.co.uk
272
www.abahe.co.uk
275
www.abahe.co.uk
276
/
]
"
)(
www.abahe.co.uk
277
.1
)(
:
) (
) (
.2
................................ :
.3
) (
) (
) (
) (
.4
5-1
) (
15-11
) (
16
) (
10-6
.5
) (
) (
) (
www.abahe.co.uk
278
)( :
)(
3
.
4
.
5
.
6
.
www.abahe.co.uk
279
2 .
)(
.
6
.
10
.
11
.
www.abahe.co.uk
280
)(
.
3
.
4
.
5
) (
.
6
.
7
.
www.abahe.co.uk
281
)(
1
.
2 .
3
.
4
.
5
.
6 .
7
.
)(
www.abahe.co.uk
282
.
6
.
8
)(ISO
.
10
www.abahe.co.uk
283
.
)( :
)(
.
3
.
5
.
www.abahe.co.uk
284
)(
1
.
2
.
3
.
4
.
5
.
)(
www.abahe.co.uk
285
) (.
3
.
4
.
5
.
6
.
7
.
)(
.
3
.
4
.
5
.
www.abahe.co.uk
286
)(
1
.
2
.
3
.
4
.
5
.
)(
.
3
www.abahe.co.uk
287
4
.
)(
2
.
3
.
4
.
5
.
6
.
www.abahe.co.uk
288
11
12
13
14
14
19
24
25
: ) (
29
29
:
31
32
33
34
41
www.abahe.co.uk
289
48
53
54
56
64
65
67
68
69
70
72
76
77
77
80
81
82
83
84
www.abahe.co.uk
290
85
87
88
89
98
100
101
101
102
104
104
106
107
111
111
113
117
118
: ) (
118
www.abahe.co.uk
291
119
121
122
.1 -
123
.2 -
123
124
124
129
133
135
139
140
140
144
158
158
159
160
161
www.abahe.co.uk
292
162
163
164
164
165
166
"
"
:
167
167
167
167
167
168
168
172
213
251
252
www.abahe.co.uk
293
262
263
263
269
276
www.abahe.co.uk
294