{"id":2286,"date":"2025-10-14T12:10:39","date_gmt":"2025-10-14T12:10:39","guid":{"rendered":"https:\/\/floatbooks.com\/?p=2286"},"modified":"2025-10-16T08:04:22","modified_gmt":"2025-10-16T08:04:22","slug":"%d9%82%d9%8a%d8%a7%d8%b3-%d8%b1%d8%b6%d8%a7-%d8%a7%d9%84%d8%b9%d9%85%d9%84%d8%a7%d8%a1","status":"publish","type":"post","link":"https:\/\/floatbooks.com\/en\/%d9%82%d9%8a%d8%a7%d8%b3-%d8%b1%d8%b6%d8%a7-%d8%a7%d9%84%d8%b9%d9%85%d9%84%d8%a7%d8%a1\/","title":{"rendered":"\u0642\u064a\u0627\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621"},"content":{"rendered":"

\u0642\u064a\u0627\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0645\u0634\u0627\u0631\u064a\u0639 \u0627\u0644\u062d\u0631\u0627\u0633\u0629 \u0627\u0644\u0623\u0645\u0646\u064a\u0629 \ud83d\udccb<\/h2>\n\n\n\n

\u064a\u064f\u0639\u062f \u0642\u064a\u0627\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Satisfaction Measurement)<\/strong> \u0639\u0646 \u062e\u062f\u0645\u0627\u062a \u0627\u0644\u062d\u0631\u0627\u0633\u0629 \u0627\u0644\u0623\u0645\u0646\u064a\u0629 \u0623\u0645\u0631\u064b\u0627 \u062d\u064a\u0648\u064a\u064b\u0627\u060c \u0644\u0623\u0646\u0647 \u064a\u0642\u064a\u0633 \u0628\u0634\u0643\u0644 \u0645\u0628\u0627\u0634\u0631 \u0645\u062f\u0649 \u0627\u0633\u062a\u064a\u0641\u0627\u0621 \u0627\u0644\u0634\u0631\u0643\u0629 \u0644\u0627\u0644\u062a\u0632\u0627\u0645\u0627\u062a\u0647\u0627 \u0627\u0644\u0623\u0645\u0646\u064a\u0629 \u0648\u0627\u0644\u062a\u0639\u0627\u0642\u062f\u064a\u0629. \u0641\u064a \u0647\u0630\u0627 \u0627\u0644\u0642\u0637\u0627\u0639\u060c \u0644\u0627 \u064a\u0642\u062a\u0635\u0631 \u0627\u0644\u0631\u0636\u0627 \u0639\u0644\u0649 \u0627\u0644\u062c\u0648\u062f\u0629 \u0627\u0644\u062a\u0642\u0646\u064a\u0629 \u0644\u0644\u062e\u062f\u0645\u0629\u060c \u0628\u0644 \u064a\u0634\u0645\u0644 \u0627\u0644\u0627\u062d\u062a\u0631\u0627\u0641\u064a\u0629\u060c \u0627\u0644\u064a\u0642\u0638\u0629\u060c \u0627\u0644\u062a\u0648\u062b\u064a\u0642\u060c \u0648\u0633\u0631\u0639\u0629 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629<\/strong>\u060c \u0648\u064a\u062c\u0628 \u0623\u0646 \u064a\u0643\u0648\u0646 \u0645\u0631\u062a\u0628\u0637\u064b\u0627 \u0628\u0634\u0643\u0644 \u0648\u062b\u064a\u0642 \u0628\u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0641\u064a \u0646\u0638\u0627\u0645 ERP<\/strong>.<\/p>\n\n\n\n

\u062a\u064f\u0646\u0638\u0645 \u0639\u0645\u0644\u064a\u0629 \u0642\u064a\u0627\u0633 \u0627\u0644\u0631\u0636\u0627 \u0641\u064a \u062b\u0644\u0627\u062b\u0629 \u0645\u062d\u0627\u0648\u0631 \u0631\u0626\u064a\u0633\u064a\u0629: \u0627\u0644\u0645\u0646\u0647\u062c\u064a\u0629\u060c \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621\u060c \u0648\u0627\u0644\u0631\u0628\u0637 \u0628\u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a.<\/p>\n\n\n\n

\n\n\n
\"\"<\/figure>\n\n\n

\u0623\u0648\u0644\u0627\u064b: \u0645\u0646\u0647\u062c\u064a\u0627\u062a \u062c\u0645\u0639 \u0628\u064a\u0627\u0646\u0627\u062a \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Data Collection Methods)<\/h2>\n\n\n\n

\u0644\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0635\u0648\u0631\u0629 \u0634\u0627\u0645\u0644\u0629\u060c \u064a\u062c\u0628 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0645\u0632\u064a\u062c \u0645\u0646 \u0623\u062f\u0648\u0627\u062a \u0627\u0644\u0642\u064a\u0627\u0633 \u0627\u0644\u0643\u0645\u064a \u0648\u0627\u0644\u0646\u0648\u0639\u064a.<\/p>\n\n\n\n

\u0661. \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u062f\u0648\u0631\u064a\u0629 \u0627\u0644\u0645\u064f\u0648\u062c\u0647\u0629 (Targeted Surveys)<\/h3>\n\n\n\n

\u064a\u062c\u0628 \u0623\u0646 \u062a\u0631\u0643\u0632 \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a \u0639\u0644\u0649 \u062c\u0648\u0627\u0646\u0628 \u0627\u0644\u062e\u062f\u0645\u0629 \u0627\u0644\u0623\u0645\u0646\u064a\u0629 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629:<\/p>\n\n\n\n

    \n
  • \u0645\u0624\u0634\u0631 \u0635\u0627\u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0631\u0648\u064a\u062c (NPS – Net Promoter Score):<\/strong> \u0633\u0624\u0627\u0644 \u0648\u0627\u062d\u062f \u064a\u0642\u064a\u0633 \u0648\u0644\u0627\u0621 \u0627\u0644\u0639\u0645\u064a\u0644: “\u0645\u0627 \u0645\u062f\u0649 \u0627\u062d\u062a\u0645\u0627\u0644\u064a\u0629 \u0623\u0646 \u062a\u0648\u0635\u064a \u0628\u062e\u062f\u0645\u0627\u062a\u0646\u0627 \u0644\u0634\u0631\u0643\u0629 \u0623\u062e\u0631\u0649\u061f” (\u0627\u0644\u0645\u0642\u064a\u0627\u0633 \u0645\u0646 \u0660 \u0625\u0644\u0649 \u0661\u0660). \u0647\u0630\u0627 \u064a\u0642\u064a\u0633 \u0627\u0644\u0631\u0636\u0627 \u0627\u0644\u0639\u0627\u0645 \u0648\u0627\u0644\u0627\u0633\u062a\u062f\u0627\u0645\u0629.<\/li>\n\n\n\n
  • \u0645\u0624\u0634\u0631 \u0646\u0642\u0627\u0637 \u062c\u0647\u062f \u0627\u0644\u0639\u0645\u064a\u0644 (CES – Customer Effort Score):<\/strong> \u064a\u0642\u064a\u0633 \u0633\u0647\u0648\u0644\u0629 \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0645\u0639 \u0627\u0644\u0634\u0631\u0643\u0629 \u0641\u064a \u062d\u0644 \u0645\u0634\u0643\u0644\u0629 \u0623\u0648 \u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u062a\u0642\u0631\u064a\u0631 (\u0645\u062b\u0644\u0627\u064b: “\u0645\u0627 \u0645\u062f\u0649 \u0633\u0647\u0648\u0644\u0629 \u0627\u0644\u062d\u0635\u0648\u0644 \u0639\u0644\u0649 \u0628\u064a\u0627\u0646\u0627\u062a \u062d\u0627\u062f\u062b \u0645\u0639\u064a\u0646\u061f”).<\/li>\n\n\n\n
  • \u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a \u062f\u0648\u0631\u064a\u0629 (Quarterly Surveys):<\/strong> \u062a\u064f\u0631\u0633\u0644 \u0644\u0644\u0639\u0645\u064a\u0644 (\u0645\u062f\u064a\u0631 \u0627\u0644\u0623\u0645\u0646 \u0623\u0648 \u0645\u062f\u064a\u0631 \u0627\u0644\u0645\u0631\u0627\u0641\u0642) \u0648\u062a\u062a\u0636\u0645\u0646 \u0623\u0633\u0626\u0644\u0629 \u0645\u062d\u062f\u062f\u0629 \u062d\u0648\u0644:\n
      \n
    • \u0643\u0641\u0627\u0621\u0629 \u0627\u0644\u0641\u0631\u064a\u0642 \u0627\u0644\u0645\u064a\u062f\u0627\u0646\u064a:<\/strong> \u0645\u0638\u0647\u0631 \u0627\u0644\u062d\u0627\u0631\u0633\u060c \u0627\u062d\u062a\u0631\u0627\u0641\u064a\u062a\u0647\u060c \u0648\u0644\u0628\u0627\u0642\u062a\u0647 \u0641\u064a \u0627\u0644\u062a\u0639\u0627\u0645\u0644.<\/li>\n\n\n\n
    • \u062c\u0648\u062f\u0629 \u0627\u0644\u0625\u0634\u0631\u0627\u0641:<\/strong> \u0641\u0639\u0627\u0644\u064a\u0629 \u0645\u0634\u0631\u0641 \u0627\u0644\u0645\u0634\u0631\u0648\u0639 \u0641\u064a \u062d\u0644 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0648\u0627\u0644\u062a\u0648\u0627\u0635\u0644.<\/li>\n\n\n\n
    • \u062c\u0648\u062f\u0629 \u0627\u0644\u062a\u0642\u0627\u0631\u064a\u0631 \u0648\u0627\u0644\u062a\u0648\u062b\u064a\u0642:<\/strong> \u0645\u062f\u0649 \u062f\u0642\u0629 \u0648\u0627\u0643\u062a\u0645\u0627\u0644 \u0627\u0644\u062a\u0642\u0627\u0631\u064a\u0631 \u0627\u0644\u064a\u0648\u0645\u064a\u0629 \u0648\u0627\u0644\u062d\u0648\u0627\u062f\u062b \u0627\u0644\u062a\u064a \u062a\u064f\u0642\u062f\u0645\u0647\u0627 \u0627\u0644\u0634\u0631\u0643\u0629.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n

      \u0662. \u0627\u0644\u062a\u0642\u064a\u064a\u0645\u0627\u062a \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0627\u0644\u0645\u0628\u0627\u0634\u0631\u0629 (Direct Operational Assessments)<\/h3>\n\n\n\n

      \u064a\u062c\u0628 \u0623\u0646 \u062a\u0643\u0648\u0646 \u0647\u0646\u0627\u0643 \u0622\u0644\u064a\u0629 \u0644\u062a\u0642\u064a\u064a\u0645 \u0627\u0644\u0623\u062f\u0627\u0621 \u0628\u0634\u0643\u0644 \u0641\u0648\u0631\u064a \u0628\u0639\u062f \u0627\u0644\u0623\u062d\u062f\u0627\u062b \u0627\u0644\u0647\u0627\u0645\u0629:<\/p>\n\n\n\n

        \n
      • \u062a\u0642\u064a\u064a\u0645 \u0627\u0644\u062d\u0627\u062f\u062b (Post-Incident Review):<\/strong> \u0628\u0639\u062f \u0645\u0639\u0627\u0644\u062c\u0629 \u062d\u0627\u062f\u062b \u0623\u0645\u0646\u064a \u0643\u0628\u064a\u0631\u060c \u064a\u062a\u0645 \u0637\u0644\u0628 \u062a\u0642\u064a\u064a\u0645 \u0641\u0648\u0631\u064a \u0645\u0646 \u0627\u0644\u0639\u0645\u064a\u0644 \u062d\u0648\u0644 \u0633\u0631\u0639\u0629 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u0641\u0639\u0627\u0644\u064a\u0629 \u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a\u060c \u0648\u062c\u0648\u062f\u0629 \u0627\u0644\u062a\u0646\u0633\u064a\u0642 \u0645\u0639 \u063a\u0631\u0641 \u0627\u0644\u062a\u062d\u0643\u0645.<\/li>\n\n\n\n
      • \u0645\u0642\u0627\u0628\u0644\u0627\u062a \u0645\u0631\u0627\u062c\u0639\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 (Performance Review Meetings):<\/strong> \u0639\u0642\u062f \u0627\u062c\u062a\u0645\u0627\u0639\u0627\u062a \u0634\u0647\u0631\u064a\u0629 \u0623\u0648 \u0631\u0628\u0639 \u0633\u0646\u0648\u064a\u0629 \u0645\u0639 \u0627\u0644\u0639\u0645\u064a\u0644 \u0644\u0645\u0646\u0627\u0642\u0634\u0629 \u0627\u0644\u0623\u062f\u0627\u0621 \u0645\u0642\u0627\u0628\u0644 \u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 \u0627\u0644\u0631\u0626\u064a\u0633\u064a\u0629 (KPIs)<\/strong> \u0627\u0644\u062a\u0639\u0627\u0642\u062f\u064a\u0629 \u0627\u0644\u0645\u062a\u0641\u0642 \u0639\u0644\u064a\u0647\u0627 \u0641\u064a \u0627\u062a\u0641\u0627\u0642\u064a\u0629 \u0645\u0633\u062a\u0648\u0649 \u0627\u0644\u062e\u062f\u0645\u0629 (SLA)<\/strong>.<\/li>\n<\/ul>\n\n\n\n
        \n\n\n\n

        \u062b\u0627\u0646\u064a\u0627\u064b: \u0631\u0628\u0637 \u0627\u0644\u0631\u0636\u0627 \u0628\u0645\u0624\u0634\u0631\u0627\u062a \u0627\u0644\u0623\u062f\u0627\u0621 (Linking Satisfaction to Operational KPIs)<\/h2>\n\n\n\n

        \u0627\u0644\u0631\u0636\u0627 \u0641\u064a \u0627\u0644\u0623\u0645\u0646 \u0644\u064a\u0633 \u0634\u0639\u0648\u0631\u064b\u0627\u060c \u0628\u0644 \u0647\u0648 \u0627\u0646\u0639\u0643\u0627\u0633 \u0644\u0644\u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a\u0629 \u0627\u0644\u062f\u0642\u064a\u0642\u0629. \u064a\u062c\u0628 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0628\u064a\u0627\u0646\u0627\u062a \u0646\u0638\u0627\u0645 ERP<\/strong> \u0644\u062a\u0628\u0631\u064a\u0631 \u0646\u062a\u0627\u0626\u062c \u0627\u0644\u0631\u0636\u0627.<\/p>\n\n\n\n

        \u0645\u0624\u0634\u0631 \u0627\u0644\u0631\u0636\u0627 \u0627\u0644\u0645\u064f\u0642\u0627\u0633 (\u0646\u062a\u064a\u062c\u0629 \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646)<\/td>KPI \u0627\u0644\u062a\u0634\u063a\u064a\u0644\u064a \u0627\u0644\u0645\u064f\u0633\u062a\u062e\u062f\u0645 \u0643\u062f\u0644\u064a\u0644 (\u0645\u0646 ERP\/GTS)<\/td>\u0627\u0644\u0625\u062c\u0631\u0627\u0621 \u0627\u0644\u062a\u0635\u062d\u064a\u062d\u064a \u0641\u064a \u062d\u0627\u0644 \u0627\u0644\u0627\u0646\u062e\u0641\u0627\u0636<\/td><\/tr><\/thead>
        \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u064a\u0644 \u0639\u0646 \u0633\u0631\u0639\u0629 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629<\/strong><\/td>\u0645\u062a\u0648\u0633\u0637 \u0632\u0645\u0646 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629 \u0644\u0644\u062d\u0648\u0627\u062f\u062b<\/strong> \u0627\u0644\u0645\u064f\u0633\u062c\u0644 \u0641\u064a \u0646\u0638\u0627\u0645 IMS.<\/td>\u0645\u0631\u0627\u062c\u0639\u0629 \u0628\u0631\u0648\u062a\u0648\u0643\u0648\u0644\u0627\u062a \u0627\u0644\u062a\u0646\u0633\u064a\u0642\u060c \u0648\u062a\u062f\u0631\u064a\u0628 \u0627\u0644\u0641\u0631\u0642 \u0639\u0644\u0649 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0623\u062f\u0627\u0629 \u0627\u0644\u062a\u0648\u062c\u064a\u0647 \u0627\u0644\u0622\u0644\u064a \u0641\u064a WFM.<\/td><\/tr>
        \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u064a\u0644 \u0639\u0646 \u0627\u0644\u062a\u063a\u0637\u064a\u0629 \u0627\u0644\u0623\u0645\u0646\u064a\u0629<\/strong><\/td>\u0645\u0639\u062f\u0644 \u0627\u0644\u0627\u0645\u062a\u062b\u0627\u0644 \u0644\u0644\u062c\u062f\u0648\u0644\u0629<\/strong> \u0648\u0645\u0639\u062f\u0644 \u0625\u0643\u0645\u0627\u0644 \u062f\u0648\u0631\u064a\u0627\u062a GTS<\/strong>.<\/td>\u0645\u0631\u0627\u062c\u0639\u0629 \u0627\u0644\u062e\u0637 \u0627\u0644\u0623\u0633\u0627\u0633\u064a \u0644\u0644\u062c\u062f\u0648\u0644 \u0627\u0644\u0632\u0645\u0646\u064a\u060c \u0648\u0645\u0639\u0627\u0644\u062c\u0629 \u0627\u0644\u0627\u0646\u062d\u0631\u0627\u0641\u0627\u062a \u0627\u0644\u0645\u062a\u0643\u0631\u0631\u0629 \u0641\u064a \u0646\u0642\u0627\u0637 \u0627\u0644\u062a\u0641\u062a\u064a\u0634.<\/td><\/tr>
        \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u064a\u0644 \u0639\u0646 \u0627\u062d\u062a\u0631\u0627\u0641\u064a\u0629 \u0627\u0644\u0641\u0631\u064a\u0642<\/strong><\/td>\u0633\u062c\u0644 \u0627\u0644\u062a\u0623\u062e\u064a\u0631\u0627\u062a \u0648\u0627\u0644\u063a\u0631\u0627\u0645\u0627\u062a<\/strong> (\u0644\u0644\u062d\u0631\u0627\u0633).<\/td>\u0625\u0639\u0627\u062f\u0629 \u062a\u062f\u0631\u064a\u0628 \u0645\u064f\u0633\u062a\u0647\u062f\u0641 \u0644\u0644\u062d\u0631\u0627\u0633 \u0627\u0644\u0630\u064a\u0646 \u0644\u062f\u064a\u0647\u0645 \u0633\u062c\u0644 \u0633\u0644\u0628\u064a \u0641\u064a \u0627\u0644\u062a\u0639\u0627\u0645\u0644 \u0645\u0639 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0623\u0648 \u0627\u0644\u062a\u0623\u062e\u064a\u0631.<\/td><\/tr>
        \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u064a\u0644 \u0639\u0646 \u0627\u0644\u062a\u0648\u062b\u064a\u0642<\/strong><\/td>\u0645\u0639\u062f\u0644 \u0627\u0643\u062a\u0645\u0627\u0644 \u0627\u0644\u062d\u0642\u0648\u0644 \u0627\u0644\u0625\u0644\u0632\u0627\u0645\u064a\u0629<\/strong> \u0641\u064a \u062a\u0642\u0627\u0631\u064a\u0631 \u0627\u0644\u062d\u0648\u0627\u062f\u062b \u0641\u064a \u0646\u0638\u0627\u0645 ERP\/IMS.<\/td>\u0641\u0631\u0636 \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u062a\u0637\u0628\u064a\u0642 \u0645\u0648\u062d\u062f \u0644\u0644\u0625\u0628\u0644\u0627\u063a \u064a\u062a\u0637\u0644\u0628 \u062a\u0648\u062b\u064a\u0642 \u0627\u0644\u0635\u0648\u0631 \u0648\u0627\u0644\u0639\u0644\u0627\u0645\u0627\u062a \u0627\u0644\u0632\u0645\u0646\u064a\u0629.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

        <\/p>\n\n\n\n

        \n\n\n\n

        \u062b\u0627\u0644\u062b\u0627\u064b: \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0631\u0636\u0627 \u0648\u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0627\u0644\u062a\u0635\u062d\u064a\u062d\u064a\u0629 (Analysis and Corrective Actions)<\/h2>\n\n\n\n

        \u064a\u062c\u0628 \u062a\u062d\u0648\u064a\u0644 \u0628\u064a\u0627\u0646\u0627\u062a \u0627\u0644\u0631\u0636\u0627 \u0625\u0644\u0649 \u062e\u0637\u0637 \u0639\u0645\u0644 \u0642\u0627\u0628\u0644\u0629 \u0644\u0644\u062a\u0646\u0641\u064a\u0630.<\/p>\n\n\n\n

        \u0661. \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0646\u062a\u0627\u0626\u062c \u0648\u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0641\u062c\u0648\u0627\u062a (Gap Analysis)<\/h3>\n\n\n\n
          \n
        • \u0627\u0644\u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0645\u0632\u062f\u0648\u062c:<\/strong> \u0645\u0642\u0627\u0631\u0646\u0629 \u0646\u062a\u0627\u0626\u062c \u0627\u0644\u0631\u0636\u0627 \u0627\u0644\u0646\u0648\u0639\u064a (\u062f\u0631\u062c\u0627\u062a \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646\u0627\u062a) \u0645\u0639 \u0627\u0644\u0646\u062a\u0627\u0626\u062c \u0627\u0644\u0643\u0645\u064a\u0629 (\u0627\u0644\u0640 KPIs). \u0625\u0630\u0627 \u0643\u0627\u0646 \u0627\u0644\u0639\u0645\u064a\u0644 \u063a\u064a\u0631 \u0631\u0627\u0636\u064d \u0639\u0646 \u0627\u0644\u062a\u063a\u0637\u064a\u0629 (\u0646\u062a\u064a\u062c\u0629 \u0645\u0646\u062e\u0641\u0636\u0629 \u0641\u064a \u0627\u0644\u0627\u0633\u062a\u0628\u064a\u0627\u0646)\u060c \u064a\u062c\u0628 \u0627\u0644\u062a\u062d\u0642\u0642 \u0641\u0648\u0631\u0627\u064b \u0645\u0646 \u0633\u062c\u0644\u0627\u062a GTS\/WFM<\/strong> \u0644\u0645\u0639\u0631\u0641\u0629 \u0645\u0627 \u0625\u0630\u0627 \u0643\u0627\u0646 \u0645\u0639\u062f\u0644 \u0627\u0643\u062a\u0645\u0627\u0644 \u0627\u0644\u062f\u0648\u0631\u064a\u0627\u062a \u0642\u062f \u0627\u0646\u062e\u0641\u0636 \u0641\u0639\u0644\u0627\u064b.<\/li>\n\n\n\n
        • \u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u0633\u0628\u0627\u0628 \u0627\u0644\u062c\u0630\u0631\u064a\u0629 (RCA):<\/strong> \u062a\u062d\u062f\u064a\u062f \u0627\u0644\u0623\u0633\u0628\u0627\u0628 \u0627\u0644\u0643\u0627\u0645\u0646\u0629 \u0648\u0631\u0627\u0621 \u0623\u064a \u0627\u0646\u062e\u0641\u0627\u0636 \u0641\u064a \u0627\u0644\u0631\u0636\u0627 (\u0647\u0644 \u0647\u0648 \u0628\u0633\u0628\u0628 \u0636\u0639\u0641 \u0627\u0644\u062a\u062f\u0631\u064a\u0628\u060c \u0623\u0645 \u062e\u0637\u0623 \u0641\u064a \u0627\u0644\u062c\u062f\u0648\u0644\u0629\u060c \u0623\u0645 \u0646\u0642\u0635 \u0641\u064a \u0627\u0644\u0645\u0639\u062f\u0627\u062a\u061f).<\/li>\n<\/ul>\n\n\n\n

          \u0662. \u062e\u0637\u0629 \u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0627\u0644\u062a\u0635\u062d\u064a\u062d\u064a\u0629 (CAPA)<\/h3>\n\n\n\n
            \n
          • \u064a\u062a\u0645 \u0625\u0646\u0634\u0627\u0621 \u062e\u0637\u0629 \u0639\u0645\u0644 \u062a\u0635\u062d\u064a\u062d\u064a\u0629 \u0648\u0648\u0642\u0627\u0626\u064a\u0629 (CAPA)<\/strong> \u0631\u0633\u0645\u064a\u0629 \u0641\u064a \u0646\u0638\u0627\u0645 \u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0645\u0634\u0631\u0648\u0639 \u0641\u064a ERP \u0644\u0643\u0644 \u0634\u0643\u0648\u0649 \u0623\u0648 \u0627\u0646\u062e\u0641\u0627\u0636 \u062d\u0627\u062f \u0641\u064a NPS.<\/li>\n\n\n\n
          • \u062a\u064f\u0633\u0646\u062f \u0645\u0647\u0627\u0645 \u0627\u0644\u0625\u062c\u0631\u0627\u0621 \u0627\u0644\u062a\u0635\u062d\u064a\u062d\u064a (\u0645\u062b\u0644\u0627\u064b: \u062a\u063a\u064a\u064a\u0631 \u0645\u0634\u0631\u0641 \u0627\u0644\u0645\u0648\u0642\u0639\u060c \u0634\u0631\u0627\u0621 \u0631\u0627\u062f\u064a\u0648 \u062c\u062f\u064a\u062f \u0644\u0645\u0646\u0637\u0642\u0629 \u0645\u0639\u064a\u0646\u0629) \u0625\u0644\u0649 \u0645\u0633\u0624\u0648\u0644 \u0645\u062d\u062f\u062f \u0648\u0628\u062a\u0627\u0631\u064a\u062e \u0627\u0633\u062a\u062d\u0642\u0627\u0642 \u0648\u0627\u0636\u062d.<\/li>\n<\/ul>\n\n\n\n

            \u0663. \u0625\u063a\u0644\u0627\u0642 \u062d\u0644\u0642\u0629 \u0627\u0644\u062a\u063a\u0630\u064a\u0629 \u0627\u0644\u0631\u0627\u062c\u0639\u0629 (Closing the Feedback Loop)<\/h3>\n\n\n\n
              \n
            • \u0627\u0644\u062a\u0648\u062b\u064a\u0642 \u0648\u0627\u0644\u0631\u062f:<\/strong> \u064a\u062c\u0628 \u062a\u0648\u062b\u064a\u0642 \u062c\u0645\u064a\u0639 \u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0627\u0644\u062a\u0635\u062d\u064a\u062d\u064a\u0629 \u0627\u0644\u0645\u064f\u062a\u062e\u0630\u0629 \u0641\u064a \u0633\u062c\u0644 \u0627\u0644\u0645\u0634\u0631\u0648\u0639. \u0648\u0627\u0644\u0623\u0647\u0645\u060c \u064a\u062c\u0628 \u0625\u0628\u0644\u0627\u063a \u0627\u0644\u0639\u0645\u064a\u0644 \u0628\u0627\u0644\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0627\u0644\u062a\u064a \u062a\u0645 \u0627\u062a\u062e\u0627\u0630\u0647\u0627 \u0644\u062d\u0644 \u0645\u0634\u0643\u0644\u062a\u0647. \u0647\u0630\u0627 \u0627\u0644\u062a\u0648\u0627\u0635\u0644 \u064a\u0639\u0632\u0632 \u0627\u0644\u062b\u0642\u0629 \u0648\u064a\u064f\u0638\u0647\u0631 \u0623\u0646 \u0627\u0644\u0634\u0631\u0643\u0629 \u062a\u0623\u062e\u0630 \u0631\u0623\u064a\u0647 \u0639\u0644\u0649 \u0645\u062d\u0645\u0644 \u0627\u0644\u062c\u062f.<\/li>\n\n\n\n
            • \u0627\u0644\u062a\u062d\u0633\u064a\u0646 \u0627\u0644\u0645\u0633\u062a\u0645\u0631:<\/strong> \u0627\u0633\u062a\u062e\u062f\u0627\u0645 \u0646\u062a\u0627\u0626\u062c \u062a\u062d\u0644\u064a\u0644 \u0627\u0644\u0631\u0636\u0627 \u0644\u062a\u062d\u062f\u064a\u062b \u0642\u0648\u0627\u0644\u0628 \u0627\u0644\u062a\u062f\u0631\u064a\u0628\u060c \u0646\u0645\u0627\u0630\u062c \u0627\u0644\u062a\u0648\u0638\u064a\u0641\u060c \u0648\u0645\u0639\u0627\u064a\u064a\u0631 SOPs\u060c \u0644\u0636\u0645\u0627\u0646 \u0639\u062f\u0645 \u062a\u0643\u0631\u0627\u0631 \u0627\u0644\u0645\u0634\u0643\u0644\u0627\u062a \u0641\u064a \u0627\u0644\u0645\u0634\u0627\u0631\u064a\u0639 \u0627\u0644\u062c\u062f\u064a\u062f\u0629 \u0623\u0648 \u0627\u0644\u062d\u0627\u0644\u064a\u0629. \u0647\u0630\u0627 \u064a\u0636\u0645\u0646 \u0623\u0646 \u064a\u0635\u0628\u062d \u0627\u0644\u0631\u0636\u0627 \u0645\u064f\u062f\u0645\u062c\u064b\u0627 \u0641\u064a \u062b\u0642\u0627\u0641\u0629 \u0627\u0644\u062a\u0634\u063a\u064a\u0644 \u0628\u062f\u0644\u0627\u064b \u0645\u0646 \u0643\u0648\u0646\u0647 \u0645\u062c\u0631\u062f \u0642\u064a\u0627\u0633 \u0625\u062d\u0635\u0627\u0626\u064a.<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"

              \u0642\u064a\u0627\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0641\u064a \u0645\u0634\u0627\u0631\u064a\u0639 \u0627\u0644\u062d\u0631\u0627\u0633\u0629 \u0627\u0644\u0623\u0645\u0646\u064a\u0629 \ud83d\udccb \u064a\u064f\u0639\u062f \u0642\u064a\u0627\u0633 \u0631\u0636\u0627 \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Satisfaction Measurement) \u0639\u0646 \u062e\u062f\u0645\u0627\u062a \u0627\u0644\u062d\u0631\u0627\u0633\u0629 \u0627\u0644\u0623\u0645\u0646\u064a\u0629 \u0623\u0645\u0631\u064b\u0627 \u062d\u064a\u0648\u064a\u064b\u0627\u060c \u0644\u0623\u0646\u0647 \u064a\u0642\u064a\u0633 \u0628\u0634\u0643\u0644 \u0645\u0628\u0627\u0634\u0631 \u0645\u062f\u0649 \u0627\u0633\u062a\u064a\u0641\u0627\u0621 \u0627\u0644\u0634\u0631\u0643\u0629 \u0644\u0627\u0644\u062a\u0632\u0627\u0645\u0627\u062a\u0647\u0627 \u0627\u0644\u0623\u0645\u0646\u064a\u0629 \u0648\u0627\u0644\u062a\u0639\u0627\u0642\u062f\u064a\u0629. \u0641\u064a \u0647\u0630\u0627 \u0627\u0644\u0642\u0637\u0627\u0639\u060c \u0644\u0627 \u064a\u0642\u062a\u0635\u0631 \u0627\u0644\u0631\u0636\u0627 \u0639\u0644\u0649 \u0627\u0644\u062c\u0648\u062f\u0629 \u0627\u0644\u062a\u0642\u0646\u064a\u0629 \u0644\u0644\u062e\u062f\u0645\u0629\u060c \u0628\u0644 \u064a\u0634\u0645\u0644 \u0627\u0644\u0627\u062d\u062a\u0631\u0627\u0641\u064a\u0629\u060c \u0627\u0644\u064a\u0642\u0638\u0629\u060c \u0627\u0644\u062a\u0648\u062b\u064a\u0642\u060c \u0648\u0633\u0631\u0639\u0629 \u0627\u0644\u0627\u0633\u062a\u062c\u0627\u0628\u0629\u060c \u0648\u064a\u062c\u0628 \u0623\u0646 \u064a\u0643\u0648\u0646 \u0645\u0631\u062a\u0628\u0637\u064b\u0627 \u0628\u0634\u0643\u0644 \u0648\u062b\u064a\u0642 \u0628\u0627\u0644\u0628\u064a\u0627\u0646\u0627\u062a […]<\/p>\n","protected":false},"author":1,"featured_media":2914,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[156],"tags":[161,88,160],"class_list":["post-2286","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-project-evaluation","tag-client-satisfaction","tag-88","tag-160"],"blocksy_meta":[],"_links":{"self":[{"href":"https:\/\/floatbooks.com\/en\/wp-json\/wp\/v2\/posts\/2286","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/floatbooks.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/floatbooks.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/floatbooks.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/floatbooks.com\/en\/wp-json\/wp\/v2\/comments?post=2286"}],"version-history":[{"count":3,"href":"https:\/\/floatbooks.com\/en\/wp-json\/wp\/v2\/posts\/2286\/revisions"}],"predecessor-version":[{"id":3006,"href":"https:\/\/floatbooks.com\/en\/wp-json\/wp\/v2\/posts\/2286\/revisions\/3006"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/floatbooks.com\/en\/wp-json\/wp\/v2\/media\/2914"}],"wp:attachment":[{"href":"https:\/\/floatbooks.com\/en\/wp-json\/wp\/v2\/media?parent=2286"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/floatbooks.com\/en\/wp-json\/wp\/v2\/categories?post=2286"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/floatbooks.com\/en\/wp-json\/wp\/v2\/tags?post=2286"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}