1092-Article Text-1498-1-10-20200818 (4)

ﺔﻳﺮﺋﺍﺰﳉﺍ ﺕﺎﺴﺳﺆﳌﺍ ﺀﺍﺩﺃ ﺔﻠﳎ– ﺩﺪﻌﻟﺍ 05 /2014
117
ﺺﺨﻠﻣ:
ﺪﻌﺗ ﻩﺬﻫﺔﻘﻳﺮﻄﻟﺍ ﻦﻣ ﱃﺇ ﺕﺎﻓﺍﺮﳓﻻﺍ ﻞﻴﻠﻘﺗ ﺎﻬﺘﻋﺎﻄﺘﺳﺍ ﰲﻭ ﺕﺎﻴﻠﻤﻌﻠﻟ ﺔﺑﺎﻗﺮﻟﺍ ﺕﺍﻭﺩﺃ ﻕﺩﺃ)3,4 ( ﺡﺎﺠﻨﻟﺍ ﲔﻣﺄﺘﺑ ﺢﻤﺴﻳ ﺎﳑ ،ﺔﻴﺟﺎﺘﻧﺇ ﺓﺪﺣﻭ ﻥﻮﻴﻠﻣ ﻞﻜﻟ
ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻡﺎﻈﻧ ﻖﻴﺒﻄﺘﻟ ﻲﻠﻜﻟﺍ)TQM ( ﻦﻣ ﻝﻭﺎﳓ ﱵﻟﺍ ،ﻩﺬﻫ ﺎﻨﺘﺳﺍﺭﺩ ﰲ ﺔﻳﺮﻫﻮﳉﺍ ﺔﻄﻘﻨﻟﺍ ﺔﻟﺄﺴﳌﺍ ﻩﺬﻫ ﺪﻌﺗ ﺚﻴﺣ ،ﺔﻴﻤﻴﻈﻨﺘﻟﺍ ﺕﺎﻳﻮﺘﺴﳌﺍ ﻞﻣﺎﻛ ﰲ
ﺽﺍﺮﻌﺘﺳﺍ ﺎﳍﻼﺧﺔﻘﻳﺮﻃ 6 ،ﺎﻬﻴﻟﺇ ﺭﺎﺸﳌﺍ ﺔﻣﺯﻼﻟﺍ ﺔﻗﺪﻟﺍ ﻖﻴﻘﲢ ﱃﺇ ﻞﺻﻮﺘﻠﻟ ﺎﺎﻘﻴﺒﻄﺗ ﺾﻌﺑﻭ ﺔﻴﺋﺎﺼﺣﻹﺍ ﺕﺍﻭﺩﻷﺍ ﻢﻫﺃ ﻰﻠﻋ ﺎﻬﺒﺟﻮﲟ ﺰﻴﻛﺮﺘﻟﺍ ﻢﺘﻳ ﻑﻮﺳ ﺫﺇ ،ﺎﻤﻘﻴﺳ
ﻻﺍ ﻊﻣ ﺓﺍﺯﺍﻮﳌﺎﺑﺕﺎﺟﺎﺘﻨﺘﺳﻻﺍ ﻚﻠﺗ ﻊﻣ ﺎﻣﺎﺠﺴﻧﺍ ﺕﺎﻴﺻﻮﺘﻟﺍ ﻦﻣ ﺔﻠﲨ ﱘﺪﻘﺗ ﻝﻭﺎﳓ ﻑﻮﺳ ﺔﺳﺍﺭﺪﻟﺍ ﻩﺬﻫ ﺎﻬﻴﻟﺇ ﺖﻠﺻﻮﺗ ﱵﻟﺍ ﺕﺎﺟﺎﺘﻨﺘﺳ.
ﺔﻴﺣﺎﺘﻔﳌﺍ ﺕﺎﻤﻠﻜﻟﺍ : 6 ﺓﺪﺣﻭ ﻥﻮﻴﻠﻣ ﻞﻜﻟ ﺀﺎﻄﺧﻷﺍ ،ﺕﺎﻴﻠﻤﻌﻠﻟ ﺕﺎﻓﺍﺮﳓﻻﺍ ﻞﻴﻠﻘﺗ ،ﺔﻴﺋﺎﺼﺣﺇ ﺕﺍﻭﺩﺃ ،ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ،ﺎﻤﻘﻴﺳ.
Abstract :
Six Sigma is considered as the most accurate operational control tool. It can reduce deviation by (3,4)
per million production units, leading to a successful application of total quality management system
(T.Q.M) at every organizational level. This paper aims to discuss this issue by presenting the six sigma
methodology and the most important statistical tools along with their applications to achieve the needed
precision. We will try also to set some recommendations in line with the achieved conclusions.
Keywords:
Six sigma, total quality management, statistical tools, reduce operational deviation, defects per million units
ﺔﻘﻳﺮﻃ
Six sigma
ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﲔﺴﺤﺘﻟ ﺓﺍﺩﺄﻛ
(TQM)
Six sigma Method, the most technique to achieve Total
Quality Management
(TQM
)
ﻱﻭﺎﺸﻴﻋ ﻦﺑ ﺪﲪﺃ
ﻡﻮﻠﻌﻟﺍ ﺔﻴﻠﻛﲑﻴﺴﺘﻟﺍ ﻡﻮﻠﻋﻭ ﺔﻳﺭﺎﺠﺘﻟﺍﻭ ﺔﻳﺩﺎﺼﺘﻗﻻﺍ
ﺔــﻌﻣﺎﺟ ﺡﺎﺑﺮﻣ ﻱﺪﺻﺎﻗﺔﻠﻗﺭﻭ

ﺔﻘﻳﺮﻃ Six sigma ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﲔﺴﺤﺘﻟ ﺓﺍﺩﺄﻛ( TQM )
118
ﻞﺧﺪﻣ:
ﺖﺿﺮﻓ ﺔﻴﻓﺎﻘﺜﻟﺍﻭ ﺔﻴﻋﺎﻤﺘﺟﻻﺍﻭ ﺔﻴﺳﺎﻴﺴﻟﺍﻭ ﺔﻴﺟﻮﻟﻮﻨﻜﺘﻟﺍﻭ ﺔﻳﺩﺎﺼﺘﻗﻻﺍ ﻦﻳﺩﺎﻴﳌﺍﻭ ﺏﺎﻄﻗﻷﺍ ﺓﺩﺪﻌﺘﳌﺍ ﺔﻨﻫﺍﺮﻟﺍ ﺔﻴﳌﺎﻌﻟﺍ ﺕﻻﻮﺤﺘﻟﺍ ﻥﺇ
ﺳﺃ ﻦﻋ ﺚﺤﺒﻟﺍ ﺓﺮﺻﺎﻌﳌﺍ ﺓﺭﺍﺩﻹﺍ ﺎﻬﺒﺟﻮﲟ ﺐﻟﺎﻄﺗ ﺓﺪﻳﺪﺟ ﺎﻋﺎﺿﻭﺃ ﺎﺎﺒﻠﻄﺘﲟ ﺀﺎﻓﻮﻟﺍﻭ ﺕﺍﺭﻮﻄﺘﻟﺍ ﻚﻠﺗ ﺔﺒﻛﺍﻮﻣ ﻰﻠﻋ ﺎﻫﺪﻋﺎﺴﺗ ﺕﺎﻴﻨﻘﺗﻭ ﺐﻴﻟﺎ
ﺫﺇ ،ﺡﺎﺠﻨﺑ ﺎﻬﻤﻴﻫﺎﻔﻣ ﻖﻴﺒﻄﺗ ﺖﻨﻘﺗﺃ ﱵﻟﺍ ﺕﺎﺴﺳﺆﳌﺍ ﻯﺪﻟ ﺔﻴﻟﺎﻋ ﺓﺀﺎﻔﻛ ﺖﺘﺒﺛﺃ ﱵﻟﺍ ﺞﻫﺎﻨﳌﺍ ﻚﻠﺗ ﺔﻣﺪﻘﻣ ﰲ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﺖﻧﺎﻛﻭ
ﻞﺜﻤﺘﺗ ﻰﻌﺴﳌﺍ ﺍﺬﻫ ﻖﻴﻘﺤﺘﻟ ﺔﻴﺴﻴﺋﺭ ﺮﺻﺎﻨﻋ ﺔﺛﻼﺛ ﻙﺎﻨﻫ ﻥﺃ ﻰﻠﻋ ﺓﺩﻮﳉﺍ ﺀﺍﱪﺧ ﻊﻤﳚ ﺓﺭﺍﺩﻹﺍ ﰲ)ﲑﻴﺴﺘﻟﺍ ( ﺰﻴﻛﺮﺘﻟﺍ ﻥﺃ ﺫﺇ ،ﺀﺎﺼﺣﻹﺍﻭ ﺔﻴﻨﻘﺘﻟﺍ
ﺎﻣ ﻊﻤﲡ ﻰﻐﺘﺒﳌﺍ ﺍﺬﳍ ﺔﻘﻘﶈﺍ ﺔﺜﻳﺪﳊﺍ ﻕﺮﻄﻟﺍ ﻥﺈﻓ ﻚﻟﺬﻟ ،ﺔﻓﺪﻬﺘﺴﳌﺍ ﺓﺩﻮﳉﺍ ﻖﻴﻘﲢ ﻪﺘﻋﺎﻄﺘﺳﺍ ﰲ ﻦﻜﻳ ﱂ ﺎﻫﲑﻏ ﻥﻭﺩ ﺮﺻﺎﻨﻌﻟﺍ ﻚﻠﺗ ﺪﺣﺃ ﻰﻠﻋ
ﺎﻔﻣﻭ ﺕﺎﻴﻨﻘﺘﺑ ﻪﻨﻋ ﱪﻌﻳ ﺎﻣ ﺍﺬﻫﻭ ،ﺔﻠﻣﺎﻜﺘﻣﻭ ﺔﻄﺑﺍﺮﺘﻣ ﺔﻔﺼﺑ ﺔﻴﺳﺎﺳﻷﺍ ﺮﺻﺎﻨﻌﻟﺍ ﻚﻠﺗ ﲔﺑ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﺠﻠﻟ ﻖﻘﶈﺍ ﺮﺻﺎﻌﳌﺍ ﲑﻴﺴﺘﻟﺍ ﻢﻴﻫ
ﻰﻠﻋ ﺩﺎﻤﺘﻋﻻﺎﺑﺔﻘﻳﺮﻃ 6 ﺎﻤﻘﻴﺳ) Six sigma (ﻓ ، ﱄﺍﻮﳌﺍ ﻲﺴﻴﺋﺮﻟﺍ ﻝﺍﺆﺴﻟﺍ ﺡﺮﻃ ﺎﻨﻨﻜﳝ ﻡﺪﻘﺗ ﺎﻤ :ﻟ ﻦﻜﳝ ﻒﻴﻛﺔﻘﻳﺮﻄ six sigma
ﻒﻴﻛ ﺍﺪﻳﺪﲢ ؟ ﺮﻛﺬﻟﺍ ﺔﻔﻟﺎﺴﻟﺍ ﺮﺻﺎﻨﻌﻟﺍ ﻖﺳﺎﻨﺗﻭ ﻞﻣﺎﻜﺗ ﻝﻼﺧ ﻦﻣ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻡﻮﻬﻔﻣ ﻖﻴﺒﻄﺗ ﺕﺎﻴﻨﻘﺗ ﰲ ﺔﻣﺯﻼﻟﺍ ﺔﻗﺪﻟﺍ ﻖﻴﻘﲢ
ﻝﻭﺎﳓ ﻑﻮﺳ ﺎﻣ ﺍﺬﻫﻭ ؟ﻚﻟﺫ ﻖﻴﻘﲢ ﱃﺇ ﻝﻮﺻﻮﻟﺍ ﻦﻜﳝ ﺔﻴﺴﻴﺋﺮﻟﺍ ﺭﻭﺎﶈﺍ ﱃﺇ ﺰﻜﺗﺮﻳ ﻱﺬﻟﺍ ،ﻉﻮﺿﻮﳌﺍ ﺍﺬﻫ ﲔﻣﺎﻀﻣ ﻝﻼﺧ ﻦﻣ ﻪﻴﻠﻋ ﺔﺑﺎﺟﻹﺍ
ﺔﻴﻟﺎﺘﻟﺍ :
ﻻﻭﺃ: ﻹﺍ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﻹ ﻲﻘﻴﺒﻄﺘﻟﺍﻭ ﻱﺮﻈﻨﻟﺍ ﺭﺎﻃ
ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻉﻮﺿﻮﻣ ﻥﺇ) TQM (ﻹﺍ ﺕﺎﺳﺭﺎﳑﻭ ﻢﻴﻫﺎﻔﻣ ﻰﻠﻋ ﺮﻄﻴﺳ ﺍﲑﺒﻌﺗﺍﺩﺓﺭ ﻡﺎﻤﺘﻫﻻﺍ ﺚﻴﺣ ﻦﻣ ﺔﻳﻮﻟﻭﻷﺍ ﻞﺘﺣﺍﻭ
ﻲﺴﻓﺎﻨﺘﻟﺍ ﻖﺒﺴﻟﺍ ﻖﻴﻘﲢ ﻮﳓ ﺔﻴﻣﺪﺧ ﻡﺃ ﺖﻧﺎﻛ ﺔﻴﻌﻠﺳ ﺕﺎﺴﺳﺆﳌﺍ ﻒﻠﺘﳐ ﺎﻬﻏﻮﻠﺑ ﻰﻌﺴﺗ ﱵﻟﺍ ﺕﺎﺣﻮﻤﻄﻟﺍ ﻯﻮﻗﺄﻛ ﺯﺮﺑﻭ ﺓﲑﺧﻷﺍ ﺩﻮﻘﻌﻟﺍ ﰲ
ﺀﺍﺩﻷﺍ ﰲ ﺰﻴﻤﺘﻟﺍﻭ .
I . ﺓﺩﻮﳉﺍ ﻡﻮﻬﻔﻣ:
ﺢﻠﻄﺼﻤﻛ ﺓﺩﻮﳉﺍ" Quality " ﺔﻴﻨﻴﺗﻼﻟﺍ ﺔﻤﻠﻜﻟﺍ ﻦﻣ ﺔﻘﺘﺸﻣ ﺔﻤﻠﻛ" Qualities "ﻣ ﱵﻟﺍﻭ ،ﻪﺣﻼﺻ ﺔﺟﺭﺩﻭ ﺀﻲﺸﻟﺍ ﺔﻌﻴﺒﻃ ﺎﻫﺎﻨﻌ
ﻥﺎﻛ ﺀﺍﻮﺳ ﻪﻨﻣ ﺓﺩﺎﻔﺘﺳﻻﺍ ﺔﻬﺟ ﻑﻼﺘﺧﺎﺑ ﻪﻟ ﺮﻈﻨﻟﺍ ﻒﻠﺘﳜ ﱯﺴﻧ ﻡﻮﻬﻔﻣ ﻲﻫﻭ)ﻊﻤﺘﺍ ،ﻞﻴﻤﻌﻟﺍ ،ﺩﺭﻮﳌﺍ ،ﺔﺴﺳﺆﳌﺍ...ﻩﲑﻏﻭ(
1
.
ﺎﻬﻓﺮﻋ ﺪﻘﻓ Joseph Juran ﻲﻫ ﺎﺄﺑ" ﺮﻫﺎﻈﻣ ﻞﻤﳎ ﺎﺄﺑ ﺓﺩﻮﺠﻠﻟ ﺔﻴﻧﺎﻄﻳﱪﻟﺍ ﲑﻳﺎﻌﳌﺍ ﺎﻬﺘﻓﺮﻋﻭ ،ﻝﺎﻤﻌﺘﺳﻼﻟ ﻭﺃ ﺽﺮﻐﻠﻟ ﺔﻤﺋﻼﳌﺍ
ﺔﺿﺮﺘﻔﻣ ﻭﺃ ﺓﺩﺪﳏ ﺔﺟﺎﺣ ﻉﺎﺒﺷﺇ ﻰﻠﻋ ﺎﺍﺭﺪﻗ ﰲ ﺮﺛﺆﺗ ﱵﻟﺍ ﺔﻣﺪﳋﺍ ﻭﺃ ﺔﻌﻠﺴﻟﺍ ﺺﺋﺎﺼﺧﻭ"
2
.
ﻑﺮﻋﻭ" Joseph Jablonski " ﺎﺄﺑ ﺓﺩﻮﳉﺍ"ﺎﻣ ﺔﻣﺪﺧ ﻭﺃ ﺞﺘﻨﳌ ﺓﺰﻴﻤﳌﺍ ﺕﺎﻔﺼﻟﺍ ﻚﻠﺗ ﰲ ﻞﺜﻤﺘﺗ
3
.
ﻑﺮﻋﻭ " Edward Deming " ﺎﺄﺑ ﺓﺩﻮﳉﺍ"ﻞﺒﻘﺘﺴﳌﺍﻭ ﺮﺿﺎﳊﺍ ﰲ ﻚﻠﻬﺘﺴﳌﺍ ﺕﺎﺟﺎﺣ ﻉﺎﺒﺷﻹ ﻪﺟﻮﺘﺗ"
4
ﻝﻼﺧ ﻦﻣﻭﺓﺩﻮﳉﺍ ﻥﺃ ﻝﻮﻘﻟﺍ ﻦﻜﳝ ﻖﺒﺳ ﺎﻣ "ﻣﺘ ﺔﻔﻠﺘﳐ ﺍﺩﺎﻌﺑﺃ ﺬﺧﺄﻳ ﻞﺑ ،ﺔﻘﻴﺿ ﺓﺮﺋﺍﺩ ﰲ ﺓﺩﻮﳉﺍ ﻡﻮﻬﻔﻣ ﺮﺼﺣ ﻦﻜﳝ ﻻ ﺚﻴﲝ ﺐﻧﺍﻮﳉﺍ ﺓﺩﺪﻌ
ﺔﻴﻋﺎﻤﺘﺟﺍﻭ ﺔﻴﻛﻮﻠﺳﻭ ﺔﻳﺭﺍﺩﺇﻭ ﺔﻴﻨﻓ ﻢﻴﻫﺎﻔﻣ ﻰﻠﻋ ﻞﻤﺘﺸﺗ ﺎﻫﲑﻏﻭ ."
II . ﺓﺩﻮﳉﺍ ﻡﻮﻬﻔﻣ ﺭﻮﻄﺗ :
ﻥﺎﻛﻭ ﻦﻣﺰﻟﺍ ﻦﻣ ﺎﺣﺩﺭ ﻡﺰﻠﺘﺳﺍ ﻞﺑ ﺓﺪﺣﺍﻭ ﺔﻌﻓﺩ ﰐﺄﻳ ﱂ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﺔﻔﺴﻠﻓ ﱃﺇ ﻻﻮﺻﻭ ﻩﺭﺎﻜﻓﺃ ﺓﺭﻮﻠﺑﻭ ﺓﺩﻮﳉﺍ ﻡﻮﻬﻔﻣ ﺭﻮﻄﺗ ﻥﺇ
ﺟﻮﺗ ﺫﺇ ﺔﻴﳜﺭﺎﺗ ﻞﺣﺍﺮﻣ ﺔﻌﺑﺭﺃ ﱪﻋ ﺝﺭﺪﺗﻭ ﻲﻘﻴﺒﻄﺘﻟﺍﻭ ﻱﺮﻜﻔﻟﺍ ﲔﻳﻮﺘﺴﳌﺍ ﻰﻠﻋ ﺓﲑﺒﻛ ﺔﻴﻤﻠﻋ ﺕﺎﻓﺎﺿﻹ ﺔﺠﻴﺘﻧﺖ ﻷﺍ ﺔﻠﺣﺮﳌﺍ ﺓﺭﺍﺩﺈﺑ ﺓﲑﺧ
ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ .ﻲﻠﻳ ﺎﻤﻛ ﺓﺰﺟﻮﻣ ﻞﺣﺍﺮﳌﺍ ﻩﺬﻫﻭ
5
:
− ﱃﻭﻷﺍ ﺔﻠﺣﺮﳌﺍ :ﺓﺩﻮﳉﺍ ﺺﺤﻓ ﺔﻠﺣﺮﻣ: ﻂﻘﻓ ﺰﻛﺮﺗ ﻦﻳﺮﺸﻌﻟﺍ ﻥﺮﻘﻟﺍ ﺔﻳﺍﺪﺑ ﺕﺰﻴﻣ ﱵﻟﺍ ﺔﺒﻘﳊﺍ ﻚﻠﺗ ﻝﻼﺧ ﺓﺩﻮﳉﺍ ﺕﻼﻴﻠﲢ ﺖﻧﺎﻛ
ﺺﺤﻓ ﻰﻠﻋ)ﺶﻴﺘﻔﺗ (ﺔﻋﻮﺿﻮﳌﺍ ﺔﻴﻨﻔﻟﺍ ﲑﻳﺎﻌﻤﻠﻟ ﺞﺘﻨﳌﺍ ﺔﻘﺑﺎﻄﻣ ﻡﺪﻋ ﻦﻋ ﺔﲨﺎﻨﻟﺍ ﺀﺎﻄﺧﻷﺍ ﻑﺎﺸﺘﻛﻻ ﻞﻤﻌﺘﺴﻣ ﻡﺎﻈﻧ ﻮﻫﻭ ﺓﺩﻮﳉﺍ.
− ﺔﻴﻧﺎﺜﻟﺍ ﺔﻠﺣﺮﳌﺍ :ﺓﺩﻮﳉﺍ ﺔﺒﻗﺍﺮﻣ ﺔﻠﺣﺮﻣ: ﺎﻃﺎﺸﻨﻟﺍ ﺔﻓﺎﻛ ﺓﺩﻮﳉﺍ ﺔﺒﻗﺍﺮﻣ ﻞﻤﺸﺗ ﻰﻠﻋ ﺔﻈﻓﺎﶈﺍ ﻦﻤﻀﺗ ﱵﻟﺍ ﺔﻴﺋﺎﺼﺣﻹﺍ ﺐﻴﻟﺎﺳﻷﺍﻭ ﺕ
ﻪﻨﻣ ﺕﺎﻴﻨﻴﺴﻤﳋﺍ ﺔﻳﺎﻏ ﱃﺇ ﺕﺮﻤﺘﺳﺍﻭ ﻲﺿﺎﳌﺍ ﻥﺮﻘﻟﺍ ﻦﻣ ﺕﺎﻴﻨﻳﺮﺸﻌﻟﺍ ﻊﻠﻄﻣ ﺬﻨﻣ ﺕﺮﻬﻇ ﱵﻟﺍﻭ ﺞﺘﻨﳌﺍ ﺕﺎﻔﺻﺍﻮﻣ ﻂﺒﺿ.
− ﺔﺜﻟﺎﺜﻟﺍ ﺔﻠﺣﺮﳌﺍ : ﻥﺎﻤﺿ ﺔﻠﺣﺮﻣ)ﺪﻴﻛﺄﺗ (ﺓﺩﻮﳉﺍ: ﺀﺎـﻄﺧﻷﺍ ﺙﻭﺪﺣ ﻦﻣ ﺔﻳﺎﻗﻮﻠﻟ ﺩﻮﻬﳉﺍ ﺔﻓﺎﻛ ﻪﻴﺟﻮﺗ ﻰﻠﻋ ﺔﻠﺣﺮﳌﺍ ﻩﺬﻫ ﺰﻜﺗﺮﺗ
ﺗ ﻲﻫﻭ ﺚـﻴﺣ ،ﺞﺘﻨﳌﺍ ﺝﺎﺘﻧﺇ ﻦﻣ ﺀﺎﻬﺘﻧﻻﺍ ﺪﻌﺑ ﰐﺄﺗ ﱵﻟﺍ ﺶﻴﺘﻔﺘﻟﺍ ﺔﻴﻠﻤﻋ ﻦﻣ ﻻﺪﺑ ﻼﺻﺃ ﺔﻳﺍﺪﺒﻟﺍ ﺬﻨﻣ ﺄﻄﳋﺍ ﻉﻮﻗﻭ ﻊﻨﻣ ﻰﻠﻋ ﺪﻤﺘﻌ
ﻲﺿﺎﳌﺍ ﻥﺮﻘﻟﺍ ﻦﻣ ﺕﺎﻴﻨﻴﻌﺒﺴﻟﺍ ﺔﻳﺎﻏ ﱃﺇ ﺔﻠﺣﺮﳌﺍ ﻩﺬﻫ ﺕﺮﻤﺘﺳﺍ.

ﺔﻳﺮﺋﺍﺰﳉﺍ ﺕﺎﺴﺳﺆﳌﺍ ﺀﺍﺩﺃ ﺔﻠﳎ– ﺩﺪﻌﻟﺍ 05 /2014
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− ﺔﻌﺑﺍﺮﻟﺍ ﺔﻠﺣﺮﳌﺍ : ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﺔﻠﺣﺮﻣ : ﻥﺮﻘﻟﺍ ﻦﻣ ﺕﺎﻴﻨﻴﻧﺎﻤﺜﻟﺍ ﺬﻨﻣ ﺮﻄﻴﺴﻳ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻡﻮﻬﻔﻣ ﺃﺪﺑ
ﻥﺎﺑﺎﻴﻟﺍ ﰲ ﻦﻳﺪﻘﻋ ﻦﻣ ﺮﺜﻛﺄﺑ ﻪﳌﺎﻌﻣ ﻍﻭﺰﺑ ﺪﻌﺑ ﺍﺬﻫ ،ﻦﻳﺮﺸﻌﻟﺍ.
III . ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻡﻮﻬﻔﻣ :
ﺬﻨﻣ ﺮﻄﻴﺴﻳ ﻡﻮﻬﻔﳌﺍ ﺍﺬﻫ ﺃﺪﺑﺭﺎﺼﺘﺧﺍ ﻑﻭﺮﻌﳌﺍﻭ ﻥﺎﺑﺎﻴﻟﺍ ﰲ ﻦﻳﺪﻘﻋ ﻦﻣ ﺮﺜﻛﺄﺑ ﻪﳌﺎﻌﻣ ﻍﻭﺰﺑ ﺪﻌﺑ ،ﻲﺿﺎﳌﺍ ﻥﺮﻘﻟﺍ ﺕﺎﻨﻴﻧﺎﲦﺍ
) TQM .(
ﺎﺄﺑ ﺓﺩﻮﺠﻠﻟ ﻲﻜﻳﺮﻣﻷﺍ ﱄﺍﺭﺪﻴﻔﻟﺍ ﺪﻬﻌﳌﺍ ﺎﻬﻓﺮﻋ ﺪﻘﻠﻓ" ﻢﻴﻴﻘﺗ ﻰﻠﻋ ﺩﺎﻤﺘﻋﻻﺍ ﻊﻣ ﱃﻭﻷﺍ ﺔﳍﻮﻟﺍ ﻦﻣ ﺢﻴﺤﺼﻟﺍ ﻮﺤﻨﻟﺍ ﻰﻠﻋ ﺢﻴﺤﺼﻟﺍ ﻞﻤﻌﻟﺍ ﺔﻳﺩﺄﺗ
ﺀﺍﺩﻷﺍ ﲔﺴﲢ ﻯﺪﻣ ﺔﻓﺮﻌﻣ ﰲ ﺪﻴﻔﺘﺴﳌﺍ".
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ﺎﻬﻓﺮﻌﻳ" Edward Deming " ﺎﺃ ﻰﻠﻋ" ﻪﻌﻗﻮﺘﻳ ﺎﻣ ﲑﻓﻮﺗ ﻖﻳﺮﻃ ﻦﻋ ﻞﻤﻌﻟﺍ ﺪﻴﺷﺮﺗ ﰲ ﻒﻇﻮﳌﺍﻭ ﺎﻴﻠﻌﻟﺍ ﺓﺭﺍﺩﻹﺍ ﻡﺍﺰﺘﻟﺍﻭ ﻙﺍﺮﺷﺇ
ﻪﺗﺎﻌﻗﻮﺗ ﻕﻮﻔﻳ ﺎﻣ ﻭﺃ ﻞﻴﻤﻌﻟﺍ"
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ﻭ ، ﺎﻬﻓﺮﻌﻳ" Cole " ﺎﺄﺑ" ﻰﻠﻋ ﺰﻴﻛﺮﺘﻟﺍ ﻦﻣ ﻻﺪﺑ ،ﺕﺎﻳﻮﻟﻭﻷﺍ ﺔﻤﺋﺎﻗ ﺱﺃﺭ ﻥﻮﺑﺰﻟﺍ ﺎﺿﺭ ﻞﻌﳚ ﻱﺭﺍﺩﺇ ﻡﺎﻈﻧ
ﻞﺟﻷﺍ ﺓﲑﺼﻗ ﺡﺎﺑﺭﻷﺍ"
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،ﻲﻠﻳ ﺎﻣ ﻖﻓﻭ ﺢﻠﻄﺼﳌﺍ ﺍﺬﻫ ﺎﻬﻨﻣ ﻥﻮﻜﺘﻳ ﱵﻟﺍ ﺕﺎﻤﻠﻜﻟﺍ ﺱﺎﺳﺃ ﻰﻠﻋ ﻑﺮﻌﺗ ﺎﻤﻛ :
− ﺓﺭﺍﺩﺇ: ﺓﺩﻮﳉﺍ ﻖﻴﺒﻄﺗ ﺺﳜ ﺎﻤﻴﻓ ﺕﺎﻃﺎﺸﻨﻟﺍ ﺔﻓﺎﻜﺑ ﻖﻠﻌﺘﳌﺍ ﺭﺍﺮﻘﻟﺍ ﺫﺎﲣﺍﻭ ﺔﺑﺎﻗﺮﻟﺍﻭ ﻪﻴﺟﻮﺘﻟﺍﻭ ﻢﻴﻈﻨﺘﻟﺍﻭ ﻂﻴﻄﺨﺘﻟﺍ ﲏﻌﺗ ﱵﻟﺍ .
− ﺓﺩﻮﳉﺍ :ﻪﺗﺎﻌﻗﻮﺗﻭ ﻞﻴﻤﻌﻟﺍ ﺕﺎﺒﻠﻄﺘﻣ ﺔﻴﺒﻠﺗ ﲏﻌﺗ ﱵﻟﺍ .
− ﺔﻠﻣﺎﺸﻟﺍ : ﺔﻛﺭﺎﺸﻣ ﺐﻠﻄﺘﺗ ﻲﻬﻓ ﻞﳊ ﲔﻔﻇﻮﳌﺍ ﲔﺑ ﻝﺎﻌﻔﻟﺍ ﻖﻴﺴﻨﺘﻟﺍ ﺀﺍﺮﺟﺇ ﻲﻐﺒﻨﻳ ﱄﺎﺘﻟﺎﺑﻭ ﺔﺴﺳﺆﳌﺍ ﻲﻔﻇﻮﻣ ﺔﻓﺎﻛ ﺝﺎﻣﺪﻧﺍﻭ
ﺓﺮﻤﺘﺴﳌﺍ ﺕﺎﻨﻴﺴﺤﺘﻟﺍ ﺀﺍﺮﺟﺇﻭ ﺓﺩﻮﳉﺍ ﻞﻛﺎﺸﻣ .
ﻡﻮﻬﻔﻣ ﺺﺨﻠﺘﻳ ﻒﻳﺭﺎﻌﺘﻟﺍ ﻩﺬﻫ ﻝﻼﺧ ﻦﻣﻭ ﺓﺭﺍﺩﺇﺓﺩﻮﳉﺍ ﺔﻠﻣﺎﺸﻟﺍ ﻞﻜﻛ ﺔﺴﺳﺆﻤﻠﻟ ﻞﻴﻐﺸﺘﻟﺍﻭ ﺓﺩﺎﻴﻘﻠﻟ ﻞﻣﺎﺷ ﻡﺎﻈﻧ ﻪﻧﻮﻛ ﰲ
ﻌﻟﺍ ﻊﻴﲨ ﺔﻛﺭﺎﺸﻣ ﻰﻠﻋ ﺎﺳﺎﺳﺃ ﺪﻤﺘﻌﻳﻭ ﲔﺴﺤﺘﻟﺍ ﻞﺟﺃ ﻦﻣ ﻦﻳﺩﺭﻮﳌﺍ ﺔﻛﺭﺎﺸﻣ ﺍﺬﻛﻭ ﺀﻼﻤﻌﻟﺍ ﻰﻠﻋ ﺰﻴﻛﺮﺘﻟﺍ ﱃﺇ ﺔﻓﺎﺿﻹﺎﺑ ﻢﻬﺟﺎﻣﺪﻧﺍﻭ ﲔﻠﻣﺎ
ﺓﺩﻮﺠﻠﻟ ﺮﻤﺘﺴﳌﺍ .
IV . ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﺉﺩﺎﺒﻣ:
ﻲﻠﻳ ﺎﻤﻴﻓ ﺎﻬﺼﻴﺨﻠﺗ ﻝﻭﺎﳓ ﺉﺩﺎﺒﻣ ﻩﺬﻫ ﻢﻫﺃ ﻦﻣﻭ:
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− ﺶﻴﺘﻔﺘﻟﺍ ﻦﻣ ﻻﺪﺑ ﺔﻳﺎﻗﻮﻟﺍ : ﻒﻴﻟﺎﻜﺗ ﺾﻴﻔﲣ ﰲ ﻢﻫﺎﺴﻳ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻡﺎﻈﻧ ﻥﺃ ﺫﺇ ﺐﺒﺴﺑ ﺔﻴﺟﺎﺘﻧﻹﺍ ﺓﺩﺎﻳﺯﻭ ﺝﺎﺘﻧﻹﺍ
ﺞﺘﻨﳌﺍ ﺔﻘﺑﺎﻄﻣ ﰲ ﻢﻫﺎﺴﻳ ﺎﳑ ،ﺎﻬﺤﻴﺤﺼﺗ ﻰﻠﻋ ﻞﻤﻌﻟﺍﻭ ﺎﻬﺘﻗﻭ ﰲ ﺕﺎﻓﺍﺮﳓﻻﺍ ﺔﺒﻗﺍﺮﻣﻭ ﺔﻴﺟﺎﺘﻧﻹﺍ ﺔﻴﻠﻤﻌﻟﺍ ﰲ ﺔﻳﺎﻗﻮﻟﺍ ﺮﺼﻨﻋ ﻩﺩﺎﻤﺘﻋﺍ
ﺔﻄﻄﺨﳌﺍ ﺕﺎﻔﺻﺍﻮﻤﻠﻟ.
− ﺔﺴﻓﺎﻨﳌﺍ ﻦﻣ ﻻﺪﺑ ﻥﻭﺎﻌﺘﻟﺍ :ﻤﻌﻟﺍ ﻦﻣ ﻝﺪﺑ ﻥﻭﺎﻌﺘﻟﺍﻭ ﻖﻳﺮﻔﻟﺍ ﺡﻭﺭ ﺲﻳﺮﻜﺗ ﱃﺇ ﻑﺪﻬﻳ ﻡﺎﻈﻨﻟﺍ ﺍﺬﻫ ﻥﺃ ﺎﻤﻛ ﺡﻭﺭﻭ ﻱﺩﺮﻔﻟﺍ ﻞ
ﺓﺩﻮﳉﺍ ﻩﺬﳍ ﺮﻤﺘﺴﳌﺍ ﲔﺴﺤﺘﻟﺍﻭ ﺓﺩﻮﳉﺍ ﻖﻴﻘﲢ ﻮﳓ ﺎﻬﻨﻴﺑ ﻖﻴﺴﻨﺘﻟﺍﻭ ﻒﺋﺎﻇﻮﻟﺍ ﻊﻴﲨ ﲔﺑ ﻞﻣﺎﻜﺘﻟﺍ ﻖﻘﳛ ﺎﳑ ﺲﻓﺎﻨﺘﻟﺍ .
− ﺔﻠﻣﺎﻜﻟﺍ ﺔﻛﺭﺎﺸﳌﺍ : ﻰﻠﺜﳌﺍ ﻝﻮﻠﳊﺍ ﺩﺎﳚﺇﻭ ﻞﻛﺎﺸﳌﺍ ﺺﻴﺨﺸﺘﻟ ﺔﻟﺎﻌﻓ ﺓﺍﺩﺃ ﻪﻴﻟﺇ ﺭﺎﺸﳌﺍ ﻲﻋﺎﻤﳉﺍ ﻞﻤﻌﻟﺍ ﰲ ﺩﺍﺮﻓﻷﺍ ﻊﻴﲨ ﺔﻛﺭﺎﺸﻣ ﺪﻌﺗ
ﻛﺭﺎﺸﳌﺍ ﻝﻼﺧ ﻦﻣ ﺎﳍﺔﻔﻠﺘﺨﳌﺍ ﻞﻤﻌﻟﺍ ﻞﺋﺎﺴﻣ ﺹﻮﺼﲞ ﺕﺍﺭﺍﺮﻘﻟﺍ ﺫﺎﲣﺍ ﰲ ﺔﳘﺎﺴﳌﺍﻭ ﺔ .
− ﺕﺍﺀﺎﻔﻜﻟﺍﻭ ﺩﺭﺍﻮﳌﺍ ﻰﻠﻋ ﺰﻴﻛﺮﺘﻟﺍ : ﺮﻳﻮﻄﺘﻠﻟ ﺔﻤﺋﻼﻣ ﻞﻤﻋ ﺔﺌﻴﺑ ﲑﻓﻮﺗﻭ ﻢﻫﺰﻴﻔﲢﻭ ﺩﺍﺮﻓﻷﺍ ﺔﻴﻤﻨﺗﻭ ﺐﻳﺭﺪﺘﻟﺍ ﺐﻴﻟﺎﺳﺃ ﻝﻼﺧ ﻦﻣ
ﻉﺍﺪﺑﻹﺍﻭ.
− ﻞﻴﻤﻌﻟﺍ ﻰﻠﻋ ﺰﻴﻛﺮﺘﻟﺍ :ﻰﻠﻋ ﺎﺳﺎﺳﺃ ﺰﻛﺮﻳ ﻱﺬﻟﺍ ﺉﺩﺎﺒﳌﺍ ﺯﺮﺑﺃ ﻦﻣ ﺍﺬﻫﻭ:
ﺔﻴﻠﺒﻘﺘﺴﳌﺍﻭ ﺔﻴﻟﺎﳊﺍ ﻪﺗﺎﺟﺎﺣ ﻰﻠﻋ ﻢﺋﺍﺪﻟﺍ ﻑﺮﻌﺘﻟﺍ .
 ﻪﻟ ﺔﻣﺪﻘﳌﺍ ﺕﺎﺠﺘﻨﳌﺍ ﻰﻠﻋ ﻩﺎﺿﺭ ﻯﺪﳌ ﺔﻤﺋﺍﺪﻟﺍ ﺔﻌﺑﺎﺘﳌﺍﻭ ﺱﺎﻴﻘﻟﺍ .
 ﻰﻌﺴﳌﺍ ﺍﺬﻫ ﻝﻮﺣ ﻢﻬﻠﻴﻠﲢﻭ ﲔﺴﻓﺎﻨﳌﺍ ﻊﺒﺘﺗ . − ﻖﺋﺎﻘﳊﺍ ﻰﻠﻋ ﺍﺀﺎﻨﺑ ﺭﺍﺮﻘﻟﺍ ﺫﺎﲣﺍ: ﻰﻠﻋ ﺔﻴﻨﺒﻣ ﺎﺍﺭﺍﺮﻗ ﻥﺄﺑ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻡﺎﻈﻧ ﻖﺒﻄﺗ ﱵﻟﺍ ﺕﺎﺴﺳﺆﳌﺍ ﺰﻴﻤﺘﺗ ﺕﺎﻧﺎﻴﺑﻭ ﻖﺋﺎﻘﺣ
ﺔﻴﺼﺨﺷ ﺀﺍﺭﺃ ﻰﻠﻋ ﺔﻴﻨﺒﻣ ﺕﺎﻌﻗﻮﺗ ﻭﺃ ﺕﺎﺿﺍﺮﺘﻓﺍ ﻭﺃ ﺔﻳﺩﺮﻓ ﺕﺎﻨﻬﻜﺗ ﺩﺮﳎ ﺲﻴﻟﻭ ﺔﺤﻴﺤﺻ. − ﻝﺎﺼﺗﻻﺍﻭ ﺕﺎﻣﻮﻠﻌﳌﺍ ﻡﺎﻈﻧ : ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﺕﺎﺒﻠﻄﺘﻣ ﺎﻬﻴﻀﺘﻘﺗ ﱵﻟﺍ ﺔﻤﻬﳌﺍ ﺰﺋﺎﻛﺮﻟﺍ ﻦﻣ ﻝﺎﺼﺗﻻﺍﻭ ﺕﺎﻣﻮﻠﻌﻤﻠﻟ ﻡﺎﻈﻧ ﺮﻓﻮﺗ ﱪﺘﻌﻳ
ﺓﺩﻮﳉﺍ ﺕﺎﻘﻠﺣ ﺞﻣﺎﻧﺮﺑ ﺪﻌﻳ ﺚﻴﲝ ،ﻞﻣﺎﺸﻟﺍ"ﺍﻭﺎﻜﻴﺷﻹ "ﻷ ﺎﺟﺫﻮﳕ ﻝﺎﺼﺗﻼﻠﻓ ،ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻡﺎﻈﻧ ﻦﻤﺿ ﻝﺎﺼﺗﻻﺍ ﻝﺎﻜﺷ
ﺕﺎﻫﺎﲡﻻﺍ ﻞﻳﺪﻌﺗ ﻰﻠﻋ ﺓﺭﺩﺎﻘﻟﺍ ﺔﻤﻬﳌﺍ ﺔﻠﻴﺳﻮﻟﺍ ﻚﻟﺬﺑ ﻮﻫﻭ ﻥﺎﺴﻧﻹﺍ ﻢﺴﺟ ﰲ ﱯﺼﻌﻟﺍ ﺯﺎﻬﳉﺍ ﺔﻴﳘﺃ ﻝﺩﺎﻌﺗ ﺔﺴﺳﺆﳌﺍ ﰲ ﺔﻴﳘﺃ
ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻰﻌﺴﻣ ﺡﺎﳒﺇ ﻞﺟﺃ ﻦﻣ ﺎﻫﲑﻴﻐﺗﻭ.
− ﺮﻤﺘﺴﳌﺍ ﲔﺴﺤﺘﻟﺍ :ﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﺔﻔﺴﻠﻓ ﺰﻜﺗﺮﻣ ﻮﻬﻓ ﺔﻓﺮﻌﳌﺍ ﺔﻴﻤﻨﺗ ﱃﺇ ﻲﻣﺮﻳ ﺚﻴﺣ ،ﺎﻬﺋﺩﺎﺒﻣ ﻞﻤﳎ ﺔﻠﺼﳏ ﻞﺜﳝﻭ ﺔﻠﻣﺎﺸﻟﺍ ﺓ
ﺭﺍﺮﻤﺘﺳﺎﺑ ﺓﺩﻮﳉﺍ ﲔﺴﲢﻭ ﺝﺎﺘﻧﺇ ﰲ ﻢﻜﺤﺘﻟﺍ ﻰﻠﻋ ﺓﺭﺪﻘﻟﺍ ﻢﺎﺴﻛﺇ ﻮﳓ ﺩﺍﺮﻓﻷﺍ ﺔﻓﺎﻛ ﻯﺪﻟ ﺕﺍﺭﺎﻬﳌﺍ ﻒﻠﺘﳐﻭ ﻉﺍﺪﺑﻹﺍ ﻊﻴﺠﺸﺗﻭ.
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ﺔﻘﻳﺮﻃ Six sigma ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﲔﺴﺤﺘﻟ ﺓﺍﺩﺄﻛ( TQM )
120
V . ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻖﻴﺒﻄﺗ ﺕﺎﺒﻠﻄﺘﻣ:
ﻲﻠﻳ ﺎﻣ ﺎﻫﺯﺮﺑﺃﻭ ﺕﺎﺒﻠﻄﺘﳌﺍ ﻩﺬﻫ ﻢﻫﺃﻭ
10
:
ﺕﺎﺒﻠﻄﺘﻣ ﻞﺜﲤ ﺮﺻﺎﻨﻋ ﺔﻌﺴﺗ ﻢﻀﺗ ﺔﻤﺋﺎﻗ ﻙﺎﻨﻫ ﺓﺩﻮﺠﻠﻟ ﻲﻜﻳﺮﻣﻷﺍ ﺪﻬﻌﳌﺍ ﺐﺴﺣ ﻖﻴﺒﻄﺗ ﰲ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﺏﻮﻠﺳﺃ
ﺎﻬﻤﺠﺣ ﻥﺎﻛ ﺎﻤﻬﻣﻭ ﺔﻴﻣﺪﺧ ﻡﺃ ﺖﻧﺎﻛ ﺔﻴﻋﺎﻨﺻ ﺕﺎﺴﺳﺆﳌﺍ ﻊﻴﲨ:
− ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻖﻴﺒﻄﺘﻟ ﺎﻴﻠﻌﻟﺍ ﺓﺭﺍﺩﻹﺍ ﺪﻴﻳﺄﺗﻭ ﻢﻋﺩ: ﻗﺇ ﻦﻣ ﻊﺒﻨﻳ ﻱﺬﻟﺍﻭﺘ ﺎﻬﻋﺎﻨ ﺮﻳﻮﻄﺘﻟﺍﻭ ﲔﺴﺤﺘﻟﺍ ﺓﺭﻭﺮﻀﺑ ﺎﺎﳝﺇﻭ
ﺙﺪﲢ ﻑﻮﺳ ﱵﻟﺍ ﺕﺍﲑﻴﻐﺘﻟﺍ ﻢﻋﺪﻟ ﻡﺎﺘﻟﺍ ﺩﺍﺪﻌﺘﺳﻻﺍ ﺎﻬﻳﺪﻟ ﻥﻮﻜﻳ ﱄﺎﺘﻟﺎﺑﻭ ﺔﺴﺳﺆﻤﻠﻟ ﻞﻣﺎﺸﻟﺍ. − ﺔﺌﻴ ﺔﺴﺳﺆﳌﺍ ﺔﻓﺎﻘﺛﻭ ﻞﻤﻌﻟﺍ ﺥﺎﻨﻣ: ﺔﺴﺳﺆﳌﺎﺑ ﲔﻠﻣﺎﻌﻟﺍ ﺩﺍﺮﻓﻷﺍ ﺩﺍﺪﻋﺇ ﻮﻫﻭ ﻦﻋ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﺞﻬﻨﻣ ﻝﻮﺒﻘﺑ ﻢﻬﻋﺎﻨﻗﺇﻭ
ﺪﺋﺍﻮﻓ ﺯﺍﺮﺑﺇ ﻖﻳﺮﻃﻩ ﻩﺎﻳﺍﺰﻣﻭ. − ﻞﻴﻤﻌﻟﺍ ﻰﻠﻋ ﺰﻴﻛﺮﺘﻟﺍ: ﰲ ﺎﻣ ﻞﻤﻌﺗ ﻥﺃ ﺓﺭﺍﺩﻹﺍ ﻰﻠﻋ ﱄﺎﺘﻟﺎﺑﻭ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﺔﻔﺴﻠﻓ ﰲ ﺕﺍﺩﻮﻬﺍ ﻞﻛ ﺰﻜﺗﺮﻣ ﻮﻫ ﻞﻴﻤﻌﻟﺎﻓ
ﻮﺘﻟ ﺎﻬﻌﺳﻭﲑﻓﺔﻴﻠﺒﻘﺘﺴﳌﺍﻭ ﺓﺮﺿﺎﳊﺍ ﻢﺎﺟﺎﻴﺘﺣﺍﻭ ﺀﻼﻤﻌﻟﺍ ﻦﻋ ﺔﻴﻨﻏ ﺕﺎﻧﺎﻴﺑ ﺓﺪﻋﺎﻗ . − ﺀﺍﺩﻷﺍ ﺱﺎﻴﻗ: ﻰﻠﻋ ﺭﺩﺎﻗ ﻡﺎﻈﻧ ﺩﻮﺟﻭ ﰲ ﻚﻟﺫ ﻞﺜﻤﺘﻳﻭﻟﺍﺀﺍﺩﻸﻟ ﻖﻴﻗﺪﻟﺍ ﺱﺎﻴﻘ ﺓﺩﻮﳉﺎﺑﻭ ﺔﻴﺟﺎﺘﻧﻹﺎﺑ ﻖﻠﻌﺘﳌﺍ. − ﻌﻔﻟﺍ ﺓﺭﺍﺩﻹﺍﺔﻳﺮﺸﺒﻟﺍ ﺩﺭﺍﻮﻤﻠﻟ ﺔﻟﺎ: ﻮﻋﺪﻳ ﺫﺇ"
Deming " ﺮﻤﺘﺴﳌﺍ ﺐﻳﺭﺪﺘﻟﺍﻭ ﻲﻋﺎﻤﳉﺍ ﻞﻤﻌﻟﺍ ﺓﺮﻜﻓ ﻰﻠﻋ ﺰﻜﺗﺮﻳ ﻡﺎﻈﻧ ﺔﻣﺎﻗﺇ ﱃﺇ
ﻞﻴﻤﻌﻟﺍ ﺎﺿﺭ ﻖﻴﻘﲢ ﰲ ﺎﻫﺭﻭﺩﻭ ﻞﻤﻌﻟﺍ ﻕﺮﻓ ﺀﺍﺩﺄﺑ ﺕﺂﻓﺎﻜﳌﺍ ﻂﺑﺭﻭ. − ﺮﻤﺘﺴﳌﺍ ﺐﻳﺭﺪﺘﻟﺍﻭ ﻢﻴﻠﻌﺘﻟﺍ: ﻳﺭﺪﺗﻭ ﺔﻴﻤﻨﺗ ﻰﻠﻋ ﻞﻤﻌﻟﺍ ﲏﻌﻳ ﺍﺬﻫﻭ ﺍﺮﻤﺘﺴﻣ ﻚﻟﺫ ﻥﻮﻜﻳ ﻥﺃ ﻰﻠﻋ ﺹﺮﳊﺍﻭ ﻱﺮﺸﺒﻟﺍ ﺮﺼﻨﻌﻟﺍ ﺐ
ﺭﺍﺮﻤﺘﺳﺎﺑ ﺓﺩﻮﳉﺍ ﺝﺎﺘﻧﺇ ﻰﻠﻋ ﺓﺭﺪﻘﻟﺍ ﻥﺎﻤﻀﻟ. − ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻖﻴﺒﻄﺗ ﻰﻠﻋ ﺓﺭﺩﺎﻘﻟﺍ ﺓﺩﺎﻴﻘﻟﺍ: ﺴﻨﻳ ﻱﺬﻟﺍ ﻱﺭﻮﶈﺍ ﺮﺼﻨﻌﻟﺍ ﱪﺘﻌﺗ ﱵﻟﺍﻭ ﺎﳍ ﻡﺪﻘﻳﻭ ﻯﺮﺧﻷﺍ ﺮﺻﺎﻨﻌﻟﺍ ﺔﻓﺎﻛ ﻖ
ﻰﻌﺴﳌﺍ ﺍﺬﻫ ﺡﺎﳒﻹ ﰲﺎﻜﻟﺍ ﻢﻋﺪﻟﺍ. − ﺩﻹ ﺕﺎﻣﻮﻠﻌﻣ ﻡﺎﻈﻧ ﺀﺎﺳﺭﺇﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍ: ﺔﺴﺳﺆﳌﺎﺑ ﻁﺎﺸﻨﻟﺍ ﺕﺎﻳﻮﺘﺴﻣ ﻒﻠﺘﺨﳌ ﺎﳍﻮﺻﻭ ﻥﺎﻤﺿﻭ ﺕﺎﻣﻮﻠﻌﳌﺍ ﻖﻓﺪﺗ ﻥﺃ ﺫﺇ
ﻌﻔﻳﺎﻬﻠﺧﺍﺩ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﺭﻭﺩ ﺮﺜﻛﺃ ﻞ. − ﺓﺩﻮﺠﻠﻟ ﻞﻤﻋ ﻕﺮﻓ ﻞﻴﻜﺸﺗ: ﲢﻭ ﺔﺴﺳﺆﳌﺍ ﺕﺎﻴﻟﺎﻌﻓ ﻊﻴﲨ ﻮﻋﺪﺗ ﱵﻟﺍﻭﺜ ﻰﻌﺴﻣ ﻖﻴﻘﲢ ﻮﳓ ﺔﻣﺯﻼﻟﺍ ﺩﻮﻬﳉﺍ ﻝﺬﺑﻭ ﻥﻭﺎﻌﺘﻟﺍ ﻰﻠﻋ ﺎﻬ
ﺓﺩﻮﳉﺍ.
VI . ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﺞﻣﺎﻧﺮﺑ ﻖﻴﺒﻄﺗ ﻞﺣﺍﺮﻣ :
ﻥﺃ ﻰﻠﻋ ﺓﺮﺻﺎﻌﳌﺍ ﺔﻳﺭﺍﺩﻹﺍ ﺕﺎﻴﺑﺩﻷﺍ ﺪﻴﻔﺗﺔﻘﻳﺮﻃ )J. Jablonski(
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ﺍﺬﻫ ﻖﻴﺒﻄﺗ ﰲ ﺯﺮﺑﻷﺍ ﺪﻌﺗ ،ﻞﺣﺍﺮﻣ ﺔﺴﲬ ﻦﻣ ﺔﻔﻟﺆﳌﺍ
ﺎﻬﻘﻴﺒﻄﺘﺑ ﺖﻣﺰﺘﻟﺍ ﱵﻟﺍ ﺕﺎﺴﺳﺆﳌﺍ ﻞﻛ ﻯﻮﺘﺴﻣ ﻰﻠﻋ ﺔﻴﻟﺎﻋ ﺓﺀﺎﻔﻛ ﺖﺘﺒﺛﺃ ،ﺭﻮﻄﺘﳌﺍ ﻱﺭﺍﺩﻹﺍ ﺏﻮﻠﺳﻷﺍﺳ ﺖﻧﺎﻛ ﺀﺍﻮﺳ ،ﺡﺎﺠﻨﺑ ﻡﺃ ﺔﻴﻌﻠ
ﺔﻴﻣﺪﺧ. 1. ﺔﻳﺮﻔﺼﻟﺍ ﺔﻠﺣﺮﳌﺍ :ﺩﺍﺪﻋﻹﺍ ﺔﻠﺣﺮﻣ:
ﺔﻴﻟﺎﺘﻟﺍ ﺕﺎﻃﺎﺸﻨﻟﺎﺑ ﻡﺎﻴﻘﻟﺍ ﻰﻠﻋ ﺎﺳﺎﺳﺃ ﺰﻜﺗﺮﺗ ﱵﻟﺍﻭ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻖﻴﺒﻄﺘﻟ ﺎﻫﺩﺍﺪﻋﺇﻭ ﻉﺎﺿﻭﻷﺍ ﲑﻀﺤﺘﺑ ﺔﻠﺣﺮﳌﺍ ﻩﺬﻫ ﻖﻠﻌﺘﺗ : − ﺎﻴﻠﻌﻟﺍ ﺓﺭﺍﺩﻹﺍ ﻞﺒﻗ ﻦﻣ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻖﻴﺒﻄﺗ ﺭﺍﺮﻗ ﺫﺎﲣﺍ. − ﻱﺬﻟﺍ ﺓﺩﻮﺠﻠﻟ ﺲﻠﳎ ﻞﻴﻜﺸﺗ ﺓﺩﻮﳉﺍ ﻉﻭﺮﺸﻣ ﺓﺭﺍﺩﺈﺑ ﻡﻮﻘﻳ ﺚﻴﺣ ﻝﺎﻋ ﻯﻮﺘﺴﻣ ﻦﻣ ﲔﻟﻭﺆﺴﻣ ﻢﻀﻳﻭ ﺔﺴﺳﺆﳌﺍ ﺲﻴﺋﺭ ﻪﺳﺃﺮﻳ
ﺘﻟﺍ ﺔﻣﻭﺎﻘﻣ ﻰﻠﻋ ﺐﻠﻐﺘﻟﺍﻭﻴﻐﲑ. − ﺴﻴﺋﺮﻟﺍ ﺀﺍﺭﺪﳌﺍﻭ ﺓﺩﻮﳉﺍ ﺲﻠﳎ ﺐﻳﺭﺪﺗﻴ ﻦﻳﺭﺎﺸﺘﺴﻣ ﺔﻄﺳﺍﻮﺑ ﻢﺘﻳ ﺎﻣ ﺓﺩﺎﻋ ﻱﺬﻟﺍ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﺏﻮﻠﺳﺃ ﻰﻠﻋ ﲔ
ﻴﺟﺭﺎﺧﲔ. − ﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻖﻴﺒﻄﺗ ﻝﻼﺧ ﻦﻣ ﺔﺴﺳﺆﳌﺍ ﻑﺍﺪﻫﺃ ﺪﻳﺪﲢﺔﻠﻣﺎﺸﻟﺍ ﺓﺩ. − ﺳﺭﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻖﻴﺒﻄﺘﺑ ﺔﻘﻠﻌﺘﳌﺍ ﺔﺴﺳﺆﳌﺍ ﺔﺳﺎﻴﺳ ﻢ. − ﺑﻨﺔﻛﺮﺘﺸﳌﺍ ﺎﻬﻓﺍﺪﻫﺃ ﻖﻴﻘﲢ ﻰﻠﻋ ﻞﻤﻌﻠﻟ ﺔﻔﻠﺘﳐ ﻡﺎﺴﻗﺃﻭ ﺮﺋﺍﻭﺩ ﻦﻣ ﻞﻤﻌﻟﺍ ﻕﺮﻓ ﺀﺎ. − ﻲﻔﻴﻇﻮﻟﺍ ﻰﺿﺮﻟﺍ ﺱﺎﻴﻗ ﺲﺳﺃ ﻊﺿﻭ)ﲔﻠﻣﺎﻌﻠﻟ( ﺔﺴﺳﺆﳌﺍ ﺕﺎﺠﺘﻨﻣ ﻝﻮﺣ ﺀﻼﻤﻌﻟﺍ ﺀﺎﺿﺭﻭ.

ﺔﻳﺮﺋﺍﺰﳉﺍ ﺕﺎﺴﺳﺆﳌﺍ ﺀﺍﺩﺃ ﺔﻠﳎ– ﺩﺪﻌﻟﺍ 05 /2014
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2. ﱃﻭﻷﺍ ﺔﻠﺣﺮﳌﺍ :ﻂﻴﻄﺨﺘﻟﺍ ﺔﻠﺣﺮﻣ:
ﻖﻴﺒﻄﺘﻟﺍ ﺍﺬﻫ ﺬﻴﻔﻨﺘﻟ ﺔﻣﺯﻼﻟﺍ ﺩﺭﺍﻮﳌﺍﻭ ﻢﻋﺪﻟﺍ ﻞﻜﻴﻫ ﺪﻳﺪﲢ ﻢﺘﻳ ﺎﻤﻛ ،ﺔﻴﻠﻴﺼﻔﺘﻟﺍ ﻖﻴﺒﻄﺘﻟﺍ ﺔﻄﺧ ﺩﺍﺪﻋﺇ ﺔﻠﺣﺮﳌﺍ ﻩﺬﻫ ﺀﺎﻨﺛﺃ ﻢﺘﻳ
ﻲﻠﻳ ﺎﻣ ﺔﻠﺣﺮﳌﺍ ﻩﺬﻫ ﻦﻤﻀﺘﺗﻭ :
- ﻟﺍ ﺮﺻﺎﻨﻋ ﺔﻓﺮﻌﳌ ﺔﻴﻠﺧﺍﺪﻟﺍ ﺔﺌﻴﺒﻟﺍ ﻞﻴﻠﲢ ﰒ ،ﺔﻠﻤﺘﶈﺍ ﺕﺍﺪﻳﺪﻬﺘﻟﺍ ﺍﺬﻛﻭ ﺔﺣﺎﺘﳌﺍ ﺹﺮﻔﻟﺍ ﺔﻓﺮﻌﳌ ﺔﻴﺟﺭﺎﳋﺍ ﺔﺌﻴﺒﻟﺍ ﻞﻴﻠﲢ ﺓﻮﻘ
ﻒﻌﻀﻟﺍﻭ .
- ﺔﻓﺪﻬﺘﺴﳌﺍ ﻕﺍﻮﺳﻷﺍﻭ ﺎﻬﻳﺩﺆﺗ ﱵﻟﺍ ﺔﻴﺴﻴﺋﺮﻟﺍ ﺕﺎﻃﺎﺸﻨﻟﺍ ﺪﻳﺪﲢ ﻝﻼﺧ ﻦﻣ ﺔﺴﺳﺆﳌﺍ ﺔﻟﺎﺳﺭ ﺔﻏﺎﻴﺻ....ﱁﺇ.
- ﺔﺴﺳﺆﳌﺍ ﺔﻟﺎﺳﺭ ﻊﻣ ﺔﻘﻓﺍﻮﺘﻣ ﻥﻮﻜﺘﻟ ﻯﺪﳌﺍ ﺓﺪﻴﻌﺑ ﺔﻴﺠﻴﺗﺍﺮﺘﺳﻹﺍ ﻑﺍﺪﻫﻷﺍ ﻊﺿﻭ.
- ﳌﺍ ﻦﻣ ﻩﺭﺎﻴﺘﺧﺍ ﻢﺘﻳ ﺎﻣ ﺎﺒﻟﺎﻏ ﻱﺬﻟﺍﻭ ﺓﺩﻮﺠﻠﻟ ﻖﺴﻨﻣ ﺭﺎﻴﺘﺧﺍ ﺓﺩﻮﳉﺍ ﺔﻴﻀﻘﻟ ﻯﻮﻗ ﺪﻴﻳﺄﺘﺑ ﻊﺘﻤﺘﻳ ﻥﻮﻜﻳﻭ ﺎﻴﻠﻌﻟﺍ ﺔﻳﺭﺍﺩﻹﺍ ﺕﺎﻳﻮﺘﺴ
ﺔﺴﺳﺆﳌﺍ ﰲ ﺕﺎﻳﻮﺘﺴﳌﺍ ﻊﻴﲨ ﲔﺑ ﻞﺻﻭ ﺓﺰﻤﻬﻛ ﻞﻤﻌﻳﻭ.
ﻴﺟﺭﺎﺧ ﻦﻳﺭﺎﺸﺘﺴﻣ ﻑﺮﻃ ﻦﻣ ﻢﺘﻳ ﺎﻣ ﺓﺩﺎﻋ ﻱﺬﻟﺍﻭ ﺓﺩﻮﳉﺍ ﻖﺴﻨﻣ ﺐﻳﺭﺪﺗﲔ.
- ﻊﻣ ﻖﻴﺴﻨﺘﻟﺎﺑ ﺓﺩﻮﳉﺍ ﺲﻠﳎ ﻑﺮﻃ ﻦﻣ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻖﻴﺒﻄﺗ ﺓﺩﻮﺴﻣ ﺩﺍﺪﻋﺇﻛﻌﳌﺍ ﻞﻣﺎﻨ ﲔﻴﻖﻴﺒﻄﺘﻟﺍ ﺍﺬ.
- ﻨﻣﺸﻗﺎﺎﳍ ﺔﻣﺯﻼﻟﺍ ﺩﺭﺍﻮﳌﺍ ﺺﻴﺼﲣﻭ ﺎﻬﻴﻠﻋ ﺔﻘﻓﺍﻮﳌﺍ ﺩﺪﺼﺑ ﻖﻴﺒﻄﺘﻟﺍ ﺔﻄﺧ ﺔ. 3. ﺔﻴﻧﺎﺜﻟﺍ ﺔﻠﺣﺮﳌﺍ :ﻢﻴﻴﻘﺘﻟﺍ ﺔﻠﺣﺮﻣ :
ﲑﻓﻮﺗ ﺔﻠﺣﺮﳌﺍ ﻩﺬﻫ ﻦﻤﻀﺘﺗﳌﺍ ﻝﻼﺧ ﻦﻣ ،ﺪﻌﺑ ﺎﻤﻴﻓ ﻖﻴﺒﻄﺘﻟﺍ ﺔﻠﺣﺮﻣ ﺬﻴﻔﻨﺘﻟ ﻂﻴﻄﺨﺘﻟﺍﻭ ،ﺩﺍﺪﻋﻹﺍ ﻞﺣﺍﺮﻣ ﻢﻴﻴﻘﺘﻟ ﺔﻳﺭﻭﺮﻀﻟﺍ ﺕﺎﻣﻮﻠﻌ
ﺎﺧﻭ ﺔﺴﺳﺆﳌﺍ ﻞﺧﺍﺩ ﺢﺴﳌﺍ ﺕﺎﻴﻠﻤﻋﺎﻬﺟﺭ .ﺔﻴﻟﺎﺘﻟﺍ ﺕﺍﻮﻄﳋﺍ ﺔﻠﺣﺮﳌﺍ ﻩﺬﻫ ﻞﻤﺸﺗﻭ : − ﻘﺘﻟﺍﻴﰐﺍﺬﻟﺍ ﻢﻴ :ﻘﺗ ﱃﺇ ﻑﺪﻬﻳ ﻱﺬﻟﺍﻭﻴﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻖﻴﺒﻄﺗ ﺔﻴﳘﺃ ﻝﻮﺣ ﲔﻠﻣﺎﻌﻟﺍ ﻙﺍﺭﺩﺇﻭ ﻲﻋﻭ ﻢﻴ. − ﺀﻼﻤﻌﻟﺍ ﺀﺍﺭﺃ ﻢﻴﻴﻘﺗ : ﺎﻴﻟﺎﺣ ﺔﺴﺳﺆﳌﺍ ﺕﺎﺠﺘﻨﲟ ﻖﻠﻌﺘﳌﺍ ﺀﻼﻤﻌﻟﺍ ﺀﻻﺆﻫ ﺀﺍﺭﺃ ﻝﻮﺣ ﻞﻣﺎﺷ ﺢﺴﻣ ﺀﺍﺮﺟﺇ ﺔﻄﺳﺍﻮﺑ ﻢﺘﻳ ﻱﺬﻟﺍﻭ
ﺎﻴﻠﺒﻘﺘﺴﻣﻭ. − ﺓﺩﻮﳉﺍ ﻒﻴﻟﺎﻜﺗ ﻢﻴﻴﻘﺗ : ،ﻢﻴﻴﻘﺘﻟﺍ ﻒﻴﻟﺎﻜﺗﻭ ﺔﻳﺎﻗﻮﻟﺍ ﻒﻴﻟﺎﻜﺗ ﻲﻫﻭ ﻒﻴﻟﺎﻜﺘﻟﺍ ﻩﺬﳍ ﺔﻌﺑﺭﻷﺍ ﻡﺎﺴﻗﻷﺍ ﻢﻴﻴﻘﺘﻟﺍ ﺍﺬﻫ ﻢﻀﻳﻭ
ﱵﻟﺍﻭ ﻲﺟﺭﺎﳋﺍ ﻞﺸﻔﻟﺍﻭ ﻲﻠﺧﺍﺪﻟﺍ ﻞﺸﻔﻟﺍ ﻒﻴﻟﺎﻜﺗﻭﲤﺎﻘﺑﺎﺳ ﺎﻬﻴﻟﺇ ﺓﺭﺎﺷﻹﺍ ﺖ. 4. ﺔﺜﻟﺎﺜﻟﺍ ﺔﻠﺣﺮﳌﺍ :ﺬﻴﻔﻨﺘﻟﺍ ﺔﻠﺣﺮﻣ :
ﻂﻄﺨﻠﻟ ﻲﻠﻌﻔﻟﺍ ﻖﻴﺒﻄﺘﻟﺍ ﺃﺪﺒﻳ ﺔﻠﺣﺮﳌﺍ ﻩﺬﻫ ﰲ ﻲﻠﻳ ﺎﻣ ﺎﺳﺎﺳﺃ ﻦﻤﻀﺘﺗ ﱵﻟﺍ ﺔﻋﻮﺿﻮﳌﺍ : − ﺔﻋﻮﻤﳎ ﻩﺭﻭﺪﺑ ﺏﺭﺪﻴﻟ ،ﺔﺼﺼﺨﺘﻣ ﺔﻴﺟﺭﺎﺧ ﺕﺎﺌﻴﻫ ﻦﻣ ﻪﺗﻮﻋﺩ ﻢﺘﻳ ﺎﻣ ﺓﺩﺎﻋ ﻱﺬﻟﺍﻭ ﺔﺴﺳﺆﳌﺎﺑ ﺐﻳﺭﺪﺘﻟﺍ ﱃﻮﺘﻴﺳ ﻦﻣ ﺭﺎﻴﺘﺧﺍ
ﻢﺳﺃ ﻢﻬﻴﻠﻋ ﻖﻠﻄﻳ ﺩﺍﺮﻓﻷﺍ ﻦﻣ)ﺍﻠﻬﺴﳌﻴﲔ (ﺪﻌﺑ ﺎﻤﻴﻓ ﺓﺩﻮﳉﺍ ﻝﻮﺣ ﺐﻳﺭﺪﺘﻟﺍ ﻥﻮﻟﻮﺘﻳ ﻢﻮﻛ. − ﺏﺎﺴﺘﻛﺍ ﻰﻠﻋ ﺐﻳﺭﺪﺘﻟﺍ ،ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﻖﻴﺒﻄﺗ ﺔﻴﳘﺄﺑ ﻲﻋﻮﻟﺍﻭ ﻙﺍﺭﺩﻹﺍ ﻞﻤﺸﻳ ﻱﺬﻟﺍﻭ ﲔﺳﻭﺅﺮﳌﺍﻭ ﻦﻳﺭﺪﳌﺍ ﺐﻳﺭﺪﺗ
ﻕﺮﻔﻟﺍ ﺀﺎﻨﺒﺑ ﻖﻠﻌﺘﺗ ﱵﻟﺍ ﺕﺍﺭﺎﻬﳌﺍﻭ ﺔﻓﺮﻌﳌﺍﻭﻞﻛﺎﺸﳌﺍ ﻞﺣﻭ ﻝﺎﺼﺗﻻﺍﻭ ﺔﻋﺎﻤﳉﺍ ﺔﻴﻜﻴﻣﺎﻨﻳﺩ...ﱁﺇ. − ﺡﻭﺮﺑ ﻲﻠﺤﺘﻟﺍﻭ ﻥﻭﺎﻌﺘﻟﺍ ﺐﻧﺍﻮﺟﻭ ﺓﺩﻮﳉﺍ ﺎﻳﺎﻀﻗ ﻝﻮﺣ ﻞﻤﻌﻟﺍ ﻕﺮﻓ ﺐﻳﺭﺪﺗﻖﻳﺮﻔﻟﺍ. − ﺔﺴﺳﺆﳌﺍ ﰲ ﺕﺎﻴﻠﻤﻌﻟﺍﻭ ﺔﻄﺸﻧﻸﻟ ﺮﻤﺘﺴﳌﺍ ﲔﺴﺤﺘﻟﺍ ﻕﺮﻃ ﺪﻳﺪﺤﺘﺑ ﺓﺩﻮﳉﺍ ﺲﻠﳎ ﻡﻮﻘﻳ. 5. ﺔﻌﺑﺍﺮﻟﺍ ﺔﻠﺣﺮﳌﺍ :ﺕﺍﱪﳋﺍ ﺮﺸﻧﻭ ﻝﺩﺎﺒﺗ ﺔﻠﺣﺮﻣ :
ﻛ ﺍﺫﺇﻠﺪﳌﺍ ﺓﻮﻋﺩ ﱃﻮﺘﺗ ﺔﺴﺳﺆﳌﺍ ﺓﺭﺍﺩﺇ ﻥﺈﻓ ،ﺡﺎﺠﻨﺑ ﺔﻠﻣﺎﺸﻟﺍ ﺓﺩﻮﳉﺍ ﺓﺭﺍﺩﺇ ﺞﻬﻨﻣ ﻖﻴﺒﻄﺗ ﻞﺭ ﻖﻴﺒﻄﺘﻟﺍ ﺍﺬﻫ ﰲ ﺍﻮﳘﺎﺳ ﻦﻳﺬﻟﺍ ﻦﻳ
ﻊﻴﲨ ﱃﺇ ﺔﻓﺎﺿﻹﺎﺑ ﻦﻳﺩﺭﻮﳌﺍﻭ ﺀﻼﻤﻌﻟﺍﻭ ﲔﻠﻣﺎﻌﻟﺎﻛ ﻦﻳﺮﺧﻵﺍ ﺀﺎﻛﺮﺸﻟﺍﻢﻬﻋﻼﻃﻻ ﻖﻴﺒﻄﺘﻟﺍ ﺍﺬﻫ ﺞﺋﺎﺘﻧ ﻰﻠﻋ ﺎﻬﻌﻣ ﻦﻣﺎﻀﺘﻠﻟ ﻢﻮﻋﺩﻭ
ﻩﺎﲡﻻﺍ ﺍﺬﻫ ﰲ ﻡﺪﻘﺘﻟﺍﻭ ﺭﺍﺮﻤﺘﺳﻻﺍ ﻮﳓ ﺮﺜﻛﺃ ﻒﺛﺎﻜﺘﻟﺍﻭ .
ﺎﻴﻧﺎﺛ: ﺔﻘﻳﺮﻃ ﺕﺎﻘﻴﺒﻄﺗ Six sigma :
ﱂﺎﻌﻣ ﺕﺯﺮﺑ Six sigma ﺔﻛﺮﺷ ﰲ ﻲﺿﺎﳌﺍ ﻥﺮﻘﻟﺍ ﺕﺎﻴﻨﻴﻧﺎﲦ ﻒﺼﺘﻨﻣ ﰲ) Motorola ( ﺉﺩﺎﺒﳌﺍ ﲔﺑ ﺎﻣ ﺖﻌﲨ ﺚﻴﺣ
ﻡﺎﻈﻨﻟ ﺎﺴﻴﺳﺄﺗ ﻲﻄﻌﺘﻟ ﻝﺎﻤﻋﻷﺍ ﺕﺎﻃﺎﺸﻧ ﻊﻣ ﺎﻬﺟﺎﻣﺩﺇ ﻰﻠﻋ ﺖﻠﻤﻋ ﺩﻮﻘﻋ ﺬﻨﻣ ﺔﻴﺳﺪﻨﳍﺍ ﺓﺩﻮﳉﺍ ﺮﺋﺍﻭﺩ ﺎ ﺕﺰﻴﲤ ﱵﻟﺍ ﺔﻴﺋﺎﺼﺣﻹﺍ ﺐﻴﻟﺎﺳﻷﺍﻭ
ﲑﻴﺴﺗ)ﺓﺭﺍﺩﺇ (ﻣ ،ﺕﺎﻣﺍﺪﺨﺘﺳﻻﺍ ﱄﺎﻋﻭ ﺐﻧﺍﻮﳉﺍ ﻞﻣﺎﻜﺘﻌﻟ ﺔﻴﺳﺍﺭﺪﻟﺍ ﺞﻣﺍﱪﻟﺍ ﻦﻤﺿ ﻞﺧﺩﺃﻭﺪ ﻮﻫﻭ ،ﱂﺎﻌﻟﺍ ﺕﺎﻌﻣﺎﺟ ﻦﻣ ﻞﺋﺎﻫ ﺩ ﻥﻵﺍ ﻞﺜﳝ
ﻝﺎﻤﻋﻷﺍ ﻝﺎﳎ ﰲ ﺮﺼﻌﻟﺍ ﺕﺎﻴﻨﻘﺗ ﺙﺪﺣﺍ.
I . ﻡﻮﻬﻔﻣ Six sigma :
ﺓﺭﺎﺒﻋ ﻥﺇ Six sigma ﻲﺋﺎﺼﺣﺇ ﺰﻣﺭ ﻲﻫ)σ6 ( ﻱﺭﺎﻴﻌﻣ ﻑﺍﺮﳓﺍ ﺔﺘﺴﺑ ﺝﺎﺘﻧﻹﺍ ﺕﺎﻴﻠﻤﻋ ﺔﻠﺣﺮﻣ ﰲ ﺓﺩﺪﶈﺍ ﺔﺣﺎﺴﳌﺍ ﻥﺃ ﲏﻌﻳ
ﻩﺬﻫ ﻥﺎﻘﺗﺇ ﰲ ﺔﻗﺪﺑﻭ ﻞﻴﻤﻌﻟﺍ ﻱﺃ ،ﺪﻴﻔﺘﺴﳌﺍ ﻑﺮﻃ ﻦﻣ ﺎﻣﺎﲤ ﺓﺩﺪﶈﺍ ﺕﺎﻔﺻﺍﻮﳌﺍ ﺕﺍﺬﻟﺎﺑ ﻲﻫ ﺪﻌﺘﺗ ﻻ ﺕﺎﻔﺻﺍﻮﳌﺍ3.4 ﻞﻜﻟ ﻥﻮﻴﻠﳌﺍ ﰲ ﺄﻄﺧ