‫ﺳﻴﺴﺘﻢ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺑﺮﺍﻱ ﺳﺎﺯﻣﺎﻧﻬﺎﻱ ﻣﺠﺎﺯﻱ‬

‫ﻋﺒﺎﺱ ﻓﺮﺍﺯﻱ‬
‫ﻛﺎﺭﺷﻨﺎﺱ ﻣﻬﻨﺪﺳﻲ ﺻﻨﺎﻳﻊ‬
‫ﺳﺎﺯﻣﺎﻥ ﺻﻨﺎﻳﻊ ﻫﻮﺍﻓﻀﺎ‪،‬‬
‫ﮔﺮﻭﻩ ﺻﻨﺎﻳﻊ ﭘﺪﺍﻓﻨﺪ ﻫﻮﺍﺋﻲ‬
‫‪Ab_farazi@yahoo.com‬‬

‫ﻏﻼﻡ ﻣﺤﻤﺪ ﺻﻨﻌﺘﻲ‬

‫ﻛﺎﺭﺷﻨﺎﺱ ﺍﺭﺷﺪ ﻣﻬﻨﺪﺳﻲ ﺻﻨﺎﻳﻊ‬
‫ﮔﺮﻭﻩ ﺻﻨﺎﻳﻊ ﭘﺪﺍﻓﻨﺪ ﻫﻮﺍﺋﻲ‬
‫ﺻﻨﺎﻳﻊ ﺷﻬﻴﺪ ﺑﺎﻗﺮﻱ‬
‫‪Sanati_4990@yahoo.com‬‬

‫ﻣﻘﺪﻣﻪ ‪:‬‬
‫ﺑﺎ ﺗﻮﺳﻌﺔ ﻛﺎﻣﭙﻴﻮﺗﺮ ﻭ ﺗﻜﻨﻮﻟﻮﮊﻱ ﺍﻃﻼﻋﺎﺕ‪ ،‬ﻳﻚ ﻧﻮﻉ ﺟﺪﻳﺪ ﺳـﺎﺯﻣﺎﻧﺪﻫﻲ ﻣﻄـﺮﺡ ﮔﺮﺩﻳـﺪ ﻛـﻪ ﺑـﻪ ﺁﻥ‬
‫ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﮔﻔﺘـﻪ ﻣـﻲﺷـﻮﺩ )‪ .(Byrnc1993‬ﺳـﺎﺯﻣﺎﻧﻬﺎﻱ ﻣﺠـﺎﺯﻱ ﺷـﻜﻠﻬﺎﻳﻲ ﺍﺯ ﻭﺍﺣـﺪﻫﺎﻱ ﺳـﺎﺯﻣﺎﻧﻲ‬
‫ﭘﺮﺍﻛﻨﺪﻩ ﺍﺯ ﻧﻈﺮ ﺟﻐﺮﺍﻓﻴﺎﻳﻲ‪ ،‬ﻧﻴﻤـﻪ ﻣﺴـﺘﻘﻞ )ﻗﺴـﻤﺘﻲ ﻣﺴـﺘﻘﻞ ﻭ ﻗﺴـﻤﺘﻲ ﻭﺍﺑﺴـﺘﻪ( ﻭ ﻧﻴﻤـﻪ ﺟـﺎﻭﺩﺍﻥ )ﺩﺍﺭﺍﻱ ﻋﻤـﺮ‬
‫ﻣﺤﺪﻭﺩ( ﻫﺴﺘﻨﺪ ﻛﻪ ﻋﻤﻠﻜﺮﺩ ﻛﻠـﻲ ﺧﻮﺩﺷـﺎﻥ ﺭﺍ ﺟﻬـﺖ ﭘﺎﺳـﺨﮕﻮﻳﻲ ﺑـﺮﺭﻭﻱ ﻧﻴﺎﺯﻫـﺎﻱ ﺑـﺎﺯﺍﺭ ﻭ ﻇﺮﻓﻴـﺖﻫـﺎﻱ‬
‫ﺗﻜﻨﻮﻟﻮﮊﻱ ﺍﺭﺗﺒﺎﻁ ﺍﻃﻼﻋﺎﺕ ﺑﻮﺳﻴﻠﺔ ﺗﻄﺒﻴﻖ ﺩﺍﺩﻥ ﭘﻴﻮﺳﺘﻪ ﺷﻜﻞ ﺳﺎﺯﻣﺎﻧﻲ ﺧﻮﺩ ﺗﻮﺳـﻌﻪ ﺩﺍﺩﻩﺍﻧـﺪ ‪(Wassenar‬‬
‫)‪ . 1999‬ﺧﻴﻠﻲ ﺍﺯ ﺷﺮﻛﺘﻬﺎﻱ ﻣﻌﺮﻭﻑ ﺟﻬﺎﻥ ﺍﻳﻦ ﻧﻮﻉ ﺳﺎﺯﻣﺎﻧﺪﻫﻲ ﺭﺍ ﺑﻪ ﻣﻨﻈﻮﺭ ﺍﺯ ﻋﻬﺪﺓ ﺭﻗﺒﺎ ﺑﺮﺁﻣﺪﻥ‪ ،‬ﺍﺳـﺘﻔﺎﺩﻩ‬
‫ﻧﻤﻮﺩﻩﺍﻧﺪ )‪ ، (Walters,1999,Sieber,1998‬ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻓﺮﺁﻳﻨﺪﻫﺎﻱ ﻋﻤﻠﻴﺎﺕ ﻛﺴـﺐ ﻭ ﻛـﺎﺭ ﻭ‬
‫ﻓﺮﺁﻳﻨﺪﻫﺎﻱ ﻣﺮﺑـﻮﻁ ﺑـﻪ ﻣﺤﺼـﻮﻝ ﺩﺭ ﺷـﺮﻛﺘﻬﺎﻱ ﻫـﻢ ﭘﻴﻤـﺎﻥ )ﺷـﺮﻳﻚ( ﻣﺨﺘﻠـﻒ‪ ،‬ﭘﺮﺍﻛﻨـﺪﻩ ﺷـﺪﻩ ﺍﺳـﺖ‪ .‬ﺍﻳـﻦ‬
‫ﺷﺮﻛﺘﻬﺎﻱ ﻣﺨﺘﻠﻒ ﺩﺭ ﻛﺸﻮﺭﻫﺎﻱ ﻣﺨﺘﻠﻒ ﺑﺎ ﻫﻤﻜﺎﺭﻱ ﺑﺴﻴﺎﺭ ﻧﺰﺩﻳﻚ ﺑﻪ ﺷﻜﻞ ﻣﺸﺘﺮﻙﺍﻟﻤﻨﺎﻓﻊ ﺗﻮﺯﻳﻊ ﺷﺪﻩﺍﻧـﺪ‪.‬‬
‫ﺩﺭ ﺍﻳﻦ ﻧﻮﻉ ﻣﺨﺼﻮﺹ ﺍﺯ ﺳﺎﺯﻣﺎﻥ ‪ ،‬ﻫﺮ ﺷـﺮﻛﺖ ﻗﺼـﺪ ﺩﺍﺭﺩ ﻣﺰﻳـﺖ ﺍﺻـﻠﻲ ﺭﻗـﺎﺑﺘﻲ ﺧـﻮﺩ‪ ،‬ﻣﺎﻧﻨـﺪ ﻣﺤﺼـﻮﻻﺕ‬

‫‪1‬‬
‫‪- Quality Management System‬‬
‫‪2‬‬
‫‪- Virtual Organizations‬‬

‫‪١‬‬
‫ﺍﺻﻠﻲ‪ ،‬ﻓﺮﺁﻳﻨﺪﻫﺎﻱ ﺍﺻﻠﻲ‪ ،‬ﺷﺎﻳﺴﺘﮕﻲﻫﺎﻱ ﺍﺻﻠﻲ ﻭ ﻏﻴﺮﻩ ﺭﺍ ﺩﺭ ﺗﺼﺮﻑ ﺧﻮﻳﺶ ﺩﺍﺷﺘﻪ ﺑﺎﺷﺪ‪ .‬ﺗﻤﺎﻡ ﺳﺎﺯﻣﺎﻥﻫـﺎﻱ‬
‫ﻣﺠﺎﺯﻱ ﺍﺯ ﺷﺮﻛﺘﻬﺎﻱ ﻣﺴﺘﻘﻞ ﻣﺨﺘﻠﻔﻲ ﺑﻮﺟﻮﺩ ﺁﻣﺪﻩﺍﻧﺪ ﻛﻪ ﺍﻳﻦ ﺷﺮﻛﺘﻬﺎ ﺑﺎ ﻫﻢ ﻣﻲﺗﻮﺍﻧﻨـﺪ ﺍﺯ ﻣﺰﻳـﺖﻫـﺎﻱ ﺍﺻـﻠﻲ‬
‫ﺭﻗﺎﺑﺘﻲﺷﺎﻥ ﺑﺮﺍﻱ ﺑﺮﻧﺪﻩ ﺷﺪﻥ ﺩﺭ ﺑﺎﺯﺍﺭ ﺑﺰﺭﮒ ﻓﺮﺻﺘﻬﺎ ﺍﺳﺘﻔﺎﺩﻩ ﻛﻨﻨﺪ ﺑﻄﻮﺭﻳﻜﻪ‪ ،‬ﻫﻴﭽﻜﺪﺍﻡ ﺍﺯ ﺷﺮﻛﺘﻬﺎ ﺑﻪ ﺗﻨﻬـﺎﻳﻲ‬
‫ﻗﺎﺩﺭ ﺑﻪ ﺑﺪﺳﺖ ﺁﻭﺭﺩﻥ ﺍﻳﻦ ﻓﺮﺻﺘﻬﺎ ﻧﻴﺴﺘﻨﺪ )‪ .(Evershein 1998‬ﺍﻳﻦ ﻧﻮﻉ ﺍﺯ ﺳﺎﺯﻣﺎﻥ ﻣﻲﺗﻮﺍﻧـﺪ ﺑـﻪ ﺳـﺮﻋﺖ‬
‫ﺑﺮﺍﻱ ﭘﺎﺳﺨﮕﻮﻳﻲ ﺑﻪ ﻓﺮﺻﺘﻬﺎﻱ ﺳﺮﻳﻌﺎ ﻣﺘﻐﻴﺮ ﺑﻮﺟﻮﺩ ﺁﻳﺪ ﻭ ﺍﺯ ﺑﻴﻦ ﺑﺮﻭﺩ‪ .‬ﺍﻳﻦ ﺧﺼﻮﺻﻴﺖ‪ ،‬ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺭﺍ ﺩﺭ‬
‫ﻗﺮﻥ ﺑﻴﺴﺖ ﻭ ﻳﻜﻢ ﺑﺴﻴﺎﺭ ﺧﻮﺵﺁﺗﻴﻪ ﻣﻲﺳﺎﺯﺩ‪.‬‬
‫ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺑﺎﻳﺪ ﺑﺮﭘﺎﻳﻪ ﻛﺎﻣﭙﻴﻮﺗﺮ ﻭ ﺳﻴﺴﺘﻢﻫﺎﻱ ﺷﺒﻜﻪﺍﻱ ﺑﻨﺎ ﻧﻬﺎﺩﻩ ﺷﻮﺩ‪ .‬ﺗﻜﻨﻮﻟﻮﮊﻱ ﺍﺭﺗﺒﺎﻃﺎﺕ ﻭ ﺍﻃﻼﻋـﺎﺕ‪،‬‬
‫ﺑﺴﺘﺮ ﻧﺮﻡﺍﻓﺰﺍﺭﻱ ﺭﺍ ﺑﺮﺍﻱ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺍﻳﺠﺎﺩ ﻧﻤﻮﺩﻩ ﺍﺳﺖ )‪ .(Manheim 1998‬ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻫـﺮ‬
‫ﻳﻚ ﺍﺯ ﺷﺮﻛﺎ ﺑﺎ ﺗﻜﻨﻮﻟﻮﮊﻳﻬﺎﻱ ﻣﺨﺘﻠﻒ ﺍﺯ ﻗﺒﻴﻞ ﺍﻳﻨﺘﺮﻧﺖ‪ ،‬ﺍﻳﻨﺘﺮﺍﻧﺖ ﻭ ﺳﻴﺴـﺘﻢﻫـﺎﻱ ﻛـﺎﻣﭙﻴﻮﺗﺮﻱ ﺑـﺎ ﻳﻜـﺪﻳﮕﺮ ﺩﺭ‬
‫ﺍﺭﺗﺒﺎﻁ ﻣﻲﺑﺎﺷﻨﺪ‪ .‬ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺑﻄﻮﺭ ﺍﺻﻠﻲ ﺑﺮ ﭘﺎﻳﻪ ﺑﺴـﺘﺮﻱ ﺍﺯ ‪ ، ٣ICT‬ﺑﻮﺳـﻴﻠﻪ ﺗﺒـﺪﻳﻞ ﻛـﺮﺩﻥ ﺩﺍﺩﻩﻫـﺎ ﻭ‬
‫ﻓﺎﻳﻠﻬـﺎ ﺍﺯ ﺩﺍﺧـﻞ ﺷـﺒﻜﻪ ﻫﻤﺎﻧﻨـﺪ ﺍﺭﺗﺒـﺎﻁ ‪ Face to Face‬ﺩﺭ ﺳـﺎﺯﻣﺎﻧﻬﺎﻱ ﺳـﻨﺘﻲ ﻓﻌﺎﻟﻴﺘﻬـﺎﻱ ﺷـﺮﻛﺖ ﻧﻤﺎﻳـﺎﻥ‬
‫ﻣﻲﺷﻮﺩ‪ .‬ﻛﺎﺭ ﺍﺻﻠﻲ ﺍﺭﺗﺒﺎﻁ ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‪ ،‬ﺟﺮﻳﺎﻥ ﺯﻳﺎﺩ ﺍﻃﻼﻋﺎﺕ ﺑﻪ ﺟﺎﻱ ﻣﺤﺼﻮﻝ ﻭﺍﻗﻌﻲ ﺷﺮﻛﺖﻫـﺎ ﺩﺭ‬
‫ﻋﻤﻠﻴﺎﺕ ﺳﻨﺘﻲ‪ ،‬ﺧﻮﺍﻫﺪ ﺑﻮﺩ‪.‬‬
‫ﺑــﺎ ﺗﻮﺟــﻪ ﺑــﻪ ﺧﺼﻮﺻــﻴﺎﺕ ﺳــﺎﺯﻣﺎﻥ ﻣﺠــﺎﺯﻱ‪ ،‬ﻣﺸﺨﺼــﻪﻫــﺎﻱ ﺟﺪﻳــﺪﻱ ﺩﺭ ﻣــﺪﻳﺮﻳﺖ‪ ،‬ﺗﻜﻨﻮﻟــﻮﮊﻱ ﻭ‬
‫ﻓﺮﺁﻳﻨﺪﻫﺎﻱ ﻋﻤﻠﻴﺎﺗﻲ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺑﻮﺟﻮﺩ ﻣﻲﺁﻳﺪ )‪ .(Fitz, 1998, Purdy, D96‬ﻧﻘـﺺ ﺩﺭ ﻣـﺪﻳﺮﻳﺖ‬
‫ﻣﺆﺛﺮ ﻛﺎﺭ ﻣﺠﺎﺯﻱ ﻣﻲﺗﻮﺍﻧﺪ ﻳﻚ ﻣﻨﺒﻊ ﺷﻜﺴﺖ ﺩﺭ ﺗﺠﺎﺭﺕ ﺍﻣﺮﻭﺯﻱ ﺑﺎﺷﺪ‪ .‬ﺗﺎﻛﻨﻮﻥ ﺗﺤﻘﻴﻘـﺎﺕ ﺯﻳـﺎﺩﻱ ﭘﻴﺮﺍﻣـﻮﻥ‬
‫ﻣﺪﻳﺮﻳﺖ ﻣﺠﺎﺯﻱ ﺷﺎﻣﻞ ﻣﺪﻳﺮﻳﺖ ﻣﻨﺎﺑﻊ‪ ،‬ﻣﺪﻳﺮﻳﺖ ﺍﺭﺗﺒﺎﻃﺎﺕ‪ ،‬ﻣﺪﻳﺮﻳﺖ ﻛﺎﺭ‪ ،‬ﻣـﺪﻳﺮﻳﺖ ﺩﺍﻧـﺶ ﻭ ﻏﻴـﺮﻩ ﺻـﻮﺭﺕ‬
‫ﮔﺮﻓﺘﻪ ﺍﺳﺖ‪ ،‬ﺍﮔﺮﭼﻪ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﻳﻜﻲ ﺍﺯ ﻣﻬﻤﺘﺮﻳﻦ ﻣﺴﺎﺋﻞ ﻣﺪﻳﺮﻳﺖ ﺩﺭ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﻣـﻲﺑﺎﺷـﺪ ﻭﻟـﻲ‬
‫ﺑﻄﻮﺭ ﻛﺎﻓﻲ ﺑﻪ ﺁﻥ ﺗﻮﺟﻪ ﻧﺸﺪﻩ ﺍﺳﺖ‪ .‬ﻋﻠﻢ ﺳﺎﺧﺘﺎﺭ ﺳﺎﺯﻣﺎﻧﻲ ﻭ ﻧﮕﺮﺵ ﻓﺮﺁﻳﻨﺪﻱ ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻣﺘﻔـﺎﻭﺕ ﺍﺯ‬
‫ﻋﻤﻠﻴﺎﺕ ﺳﻨﺘﻲ ﻣﻲﺑﺎﺷﺪ‪ .‬ﻣﻌﻤﺎﺭﻱ ﺳﻴﺴﺘﻢ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺩﺭ ﻋﻤﻠﻴﺎﺕ ﺳﻨﺘﻲ ﺑﺎﻳـﺪ ﺑـﻪ ﻣﻨﻈـﻮﺭ ﻣﻄـﺎﺑﻖ ﺷـﺪﻥ ﺑـﺎ‬
‫ﺷﻜﻞ ﺟﺪﻳﺪ ﻋﻤﻠﻴﺎﺕ ﺗﻐﻴﻴﺮ ﻳﺎﺑﺪ‪ .‬ﻫﻤﭽﻨﻴﻦ ﺭﻭﻳﺔ ﻣﺪﻳﺮﻳﺖ ﺗﻀﻤﻴﻦﻛﻴﻔﻴﺖ ﻛﻪ ﺑﻄﻮﺭ ﺍﺳﺎﺳﻲ ﺑﺮﭘﺎﻳﻪ ﺍﺳﺘﺎﻧﺪﺍﺭﺩﻫﺎﻱ‬
‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﻧﻈﻴﺮ ﺍﺳﺘﺎﻧﺪﺍﺭﺩ ‪ ISO 9000 : 2000‬ﻣﻲﺑﺎﺷﺪ ﺑﺎﻳﺪ ﺑﺮﺍﻱ ﻣﺸﺨﺼﻪﻫﺎﻱ ﺟﺪﻳـﺪ ﻓﺮﺁﻳﻨـﺪﻫﺎﻱ‬
‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺑﺎﺯﻧﮕﺮﻱ ﻭ ﺍﺻﻼﺡ ﺷﻮﻧﺪ‪.‬‬
‫ﺍﻳﻦ ﻣﻘﺎﻟﻪ ﺑﺮﺍﺳﺎﺱ ﻣﻄﺎﻟﺒﻲ ﻛﻪ ﺩﺭ ﺑﺎﻻ ﺑﻴﺎﻥ ﺷﺪ ﻣﺴﺎﺋﻞ ﻣﺮﺑﻮﻁ ﺑﻪ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺭﺍ ﻣﻮﺭﺩ ﺑﺤﺚ ﻗـﺮﺍﺭ‬
‫ﻣﻲﺩﻫﺪ‪ .‬ﻓﻌﺎﻟﻴﺘﻬﺎﻱ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺑﺮﺍﺳﺎﺱ ﺁﻧﺎﻟﻴﺰ ﺩﻭﺭﻩ ﻋﻤﺮ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺧﻼﺻﻪ ﺷﺪﻩ ﺍﺳﺖ‪ .‬ﺑﺮﭘﺎﻳﻪ ﺍﻳـﻦ‬
‫ﻓﻌﺎﻟﻴﺘﻬﺎﻱ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ‪ ،‬ﻣﺸﺨﺼﻪﻫﺎﻱ ﺳﻴﺴﺘﻢ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﻣﻨﺎﺳﺐ ﺑﺮﺍﻱ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﺍﺭﺍﺋـﻪ ﺷـﺪﻩ‬

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‫‪- ICT: Information Communication Technology‬‬

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‫ﺍﺳﺖ‪ .‬ﻋﻼﻭﻩ ﺑﺮ ﺍﻳﻦ ﺑﺮﺍﺳﺎﺱ ﺍﺳﺘﺎﻧﺪﺍﺭﺩ ‪ ISO 9000 : 2000‬ﺭﻭﻳﻪ ﺍﺟﺮﺍﻳﻲ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺑﺮﺍﻱ ﺳﺎﺯﻣﺎﻥ‬
‫ﻣﺠﺎﺯﻱ ﻃﺮﺍﺣﻲ ﺷﺪﻩ ﺍﺳﺖ‪.‬‬

‫ﺩﻭﺭﻩ ﻋﻤﺮ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‬

‫ﺩﻭﺭﻩ ﻋﻤﺮ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ‪:‬‬
‫ﺑﺮﺍﻱ ﻓﺮﺍﻫﻢ ﻛﺮﺩﻥ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻛﻠﻮﺑﺮ ‪ (1998) Kluber‬ﻳـﻚ ﻣـﺪﻝ ﻣﺘﺸـﻜﻞ ﺍﺯ ﭼﻬـﺎﺭ ﮔـﺎﻡ‪،‬‬
‫ﺷﺎﻣﻞ ‪ :‬ﻣﺸﺨﺺ ﻧﻤﻮﺩﻥ ﭘﺘﺎﻧﺴﻴﻞ‪ ،‬ﺗﻌﺮﻳﻒ ﺍﺳﺘﺮﺍﺗﮋﻱ‪ ،‬ﺗﻮﺳﻌﻪ ﺳﺎﺧﺘﺎﺭ ﻣﺨﺼﻮﺹ ﻭ ﻣﻜﺎﻧﻴﺰﻡ ﻫﻤﺎﻫﻨﮕﻲ ﺭﺍ ﻣﻌﺮﻓﻲ‬
‫ﻧﻤﻮﺩﻩ ﺍﺳﺖ‪.‬‬
‫ﺳﺎﻳﺒﺮ ‪ (1998) Sieber‬ﺍﺯ ﻧﻘﻄﻪ ﻧﻈﺮ ﺗﻮﺳﻌﻪ ﻣﻜﺎﻧﻴﺰﻳﻢ ﻫﻤﺎﻫﻨﮕﻲ ﺑﺮﺭﻭﻱ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻣﻄﺎﻟﻌـﺎﺗﻲ‬
‫ﺭﺍ ﺍﻧﺠﺎﻡ ﺩﺍﺩ‪ .‬ﺍﻭ ﻳﻚ ﻃﺮﺡ ﺗﻮﺳﻌﻪ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﺭﺍ ﺑﺮﺍﺳـﺎﺱ ﻳـﻚ ﻧﻈﺮﻳـﺔ ﺟـﺎﻣﻊ ﻭ ﺗﺤﻠﻴـﻞ ﻣﻮﻗﻌﻴـﺖﻫـﺎﻱ‬
‫ﺳﺎﺯﻣﺎﻥﻫﺎﻱ ﻣﺠﺎﺯﻱ ﺍﺯ ﻃﺮﻳﻖ ﻣﻤﻴﺰﻱ ﻭ ﻣﺼﺎﺣﺒﻪ ﭘﻴﺸﻨﻬﺎﺩ ﻛﺮﺩﻩ ﺍﺳﺖ‪ .‬ﺍﻭ ﺑﻪ ﺍﻳﻦ ﻧﺘﻴﺠﻪ ﺭﺳﻴﺪ ﻛـﻪ ﺑـﺮﺍﻱ ﺍﻳﺠـﺎﺩ‬
‫ﻣﻜﺎﻧﻴﺰﻡ ﻫﻤﺎﻫﻨﮕﻲ ‪ ٥‬ﻋﺎﻣﻞ ﺑﺎﻳﺪ ﺩﺭ ﻧﻈﺮ ﮔﺮﻓﺘﻪ ﺷﻮﺩ ‪:‬‬
‫ـ ﺍﻳﺠﺎﺩ ﻣﻨﺒﻊ ﻣﻜﻤﻞ ﺑﺮﺍﺳﺎﺱ ﺳﺎﺯﻣﺎﻧﻬﺎﻱ ﻣﺨﺘﻠﻒ‬
‫ـ ﻫﻤﻜﺎﺭﻱ ﺷﺮﻛﺎﺀ ﺑﻮﺳﻴﻠﻪ ﺩﺭﻙ ﻛﺴﺐ ﻭ ﻛﺎﺭ ﻣﺸﺘﺮﻙ‬
‫ـ ﻳﻜﭙﺎﺭﭼﻪﺳﺎﺯﻱ ﻣﻨﺎﺑﻊ ﺑﻮﺳﻴﻠﻪ ﺳﻴﺴﺘﻢ ﻧﻈﺎﺭﺗﻲ‬
‫ـ ﻓﺮﻣﻮﻟﻪ ﻛﺮﺩﻥ ﻳﻚ ﺍﺳﺘﺮﺍﺗﮋﻱ ﺷﺒﻜﻪ ﻣﺸﺘﺮﻙ‪ ،‬ﻭ‬
‫ـ ﻋﻤﻮﻣﻴﺖ ﺩﺍﺩﻥ ﺑﻪ ﻭﺳﻴﻠﺔ ﺍﻳﺠﺎﺩ ﺍﻋﺘﻤﺎﺩ ﺩﺭ ﺷﺮﻛﺎﺀ ﺩﺭﮔﻴﺮ‬
‫ﺑﺮﺍﺳﺎﺱ ﻧﻘﻄﻪ ﻧﻈﺮﺍﺕ ﺑﻴﺎﻥ ﺷﺪﻩ ﻓﻮﻕ ﻭ ﻫﻤﭽﻨﻴﻦ ﺗﺤﻘﻴﻘﺎﺕ ﺩﺭ ﺍﻳﻦ ﺯﻣﻴﻨﻪ )‪ (SU2000‬ﻣـﺪﻝ ﭼﺮﺧـﻪ‬
‫ﻋﻤﺮ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺭﺍ ﺍﺭﺍﺋﻪ ﻛﺮﺩﻩ ﺍﺳﺖ‪) .‬ﺩﺭﺷﻜﻞ‪ ١‬ﺑﻴﺎﻥ ﺷﺪﻩ ﺍﺳﺖ(‪ .‬ﺑﺮﺍﺳﺎﺱ ﻣﺪﻝ ﻛﻠﻮﺑﺮ)‪ (Kluber‬ﺩﻭﺭﻩ‬
‫ﻋﻤﺮ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺑﻪ ﭼﻬﺎﺭ ﻗﺪﻡ ﻣﺸﺨﺺ ﻧﻤﻮﺩﻥ ﭘﺘﺎﻧﺴﻴﻞ‪ ،‬ﺗﻌﺮﻳﻒ ﺍﺳﺘﺮﺍﺗﮋﻱ‪ ،‬ﺗﻮﺳﻌﺔ ﺳـﺎﺧﺘﺎﺭ ﻣﺨﺼـﻮﺹ ﻭ‬
‫ﻣﻜﺎﻧﻴﺰﻳﻢ ﻫﻤﺎﻫﻨﮕﻲ ﻣﻲﺗﻮﺍﻧﺪ ﺟﺪﺍ ﺷﻮﺩ‪ .‬ﺍﻳﻦ ﭼﻬﺎﺭ ﮔﺎﻡ ﺧﻮﺩ ﻧﻴﺰ ﻣﻲﺗﻮﺍﻧﺪ ﺩﺭ ‪ ١٠‬ﻗﺪﻡ ﻣﻄـﺮﺡ ﺷـﻮﺩ ﻛـﻪ ﺷـﺮﺡ‬
‫ﺑﻴﺸﺘﺮ ﺩﺭ ﻣﻮﺭﺩ ﺍﻳﻦ ‪ ١٠‬ﮔﺎﻡ ﺩﺭ ﺯﻳﺮ ﺍﺭﺍﺋﻪ ﺷﺪﻩ ﺍﺳﺖ‪.‬‬
‫‪١‬ـ ﺁﻧﺎﻟﻴﺰ ﺑﺎﺯﺍﺭ ﻭ ﺗﺴﺨﻴﺮ ﻓﺮﺻﺘﻬﺎﻱ ﻛﺎﺭ ‪:‬‬
‫ﺑﻪ ﻣﻨﻈﻮﺭ ﺑﻘﺎﺀ ﺩﺭ ﺑﺎﺯﺍﺭ ﻣﺘﻼﻃﻢ ﺭﻗﺎﺑﺘﻲ‪ ،‬ﻳﻚ ﺷﺮﻛﺖ ﺑﺎﻳﺪ ﺑﻄﻮﺭ ﭘﻴﻮﺳﺘﻪ ﻗـﺎﺩﺭ ﺑـﻪ ﺷﻨﺎﺳـﺎﻳﻲ ﻓﺮﺻـﺘﻬﺎﻱ‬
‫ﺟﺪﻳﺪ ﻛﺎﺭ ﻭ ﺗﺴﺨﻴﺮ ﺁﻧﻬﺎ ﺑﺎﺷﺪ‪ .‬ﻋﻼﻭﻩ ﺑﺮﺍﻳﻦ ﺑﺎﻳﺪ ﺑﻘﻴﻪ ﺭﺍ ﺍﺯ ﺭﻗﺎﺑﺖ ﺧﺎﺭﺝ ﻛﻨﺪ‪ ،‬ﺍﮔﺮ ﻳﻚ ﺷﺮﻛﺖ ﺑﺨﻮﺍﻫﺪ ﻛـﻪ‬
‫ﻓﺮﺻﺘﻬﺎﻱ ﺟﺪﻳﺪ ﺭﺍ ﺗﺴﺨﻴﺮ ﻛﻨﺪ ﺑﺎﻳﺪ ﻗﺎﺩﺭ ﺑﻪ ﺁﻧﺎﻟﻴﺰ ﭘﻴﻮﺳﺘﻪ ﺗﻐﻴﻴﺮﺍﺕ ﺑﺎﺯﺍﺭ ﻭ ﻧﻴﺎﺯﻣﻨﺪﻳﻬﺎﻱ ﻣﺸﺘﺮﻳﺎﻥ ﺑﺎﺷـﺪ ﻭ ﺑﺎﻳـﺪ‬
‫ﻓﺮﺻﺘﻬﺎﻱ ﻣﻮﺟﻮﺩ ﻭ ﺁﺗﻲ ﻛﺎﺭ ﺭﺍ ﺧﻮﺏ ﺑﺸﻨﺎﺳﺪ‪ .‬ﻭﻗﺘﻲ ﻛﻪ ﻳﻚ ﻓﺮﺻﺖ ﺟﺪﻳﺪ ﭘﻴﺪﺍ ﺷﺪ ﻭ ﺷﺮﻛﺖ ﺑﻪ ﺗﻨﻬﺎﻳﻲ ﺍﺯ‬

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‫ﻋﻬﺪﻩ ﺁﻥ ﻧﻤﻲﺗﻮﺍﻧﺪ ﺑﺮﺁﻳﺪ‪ ،‬ﺍﻳﻨﺠﺎ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺑﺮﺍﻱ ﭘﻴﺮﻭﺯﻱ ﺩﺭ ﻓﺮﺻﺖ ﻣﺸﺘﺮﻙ ﻧﻴﺎﺯ ﻣﻲﺑﺎﺷﺪ‪ .‬ﺩﺭ ﺳﺎﺯﻣﺎﻥ‬
‫ﻻ ﺑﻌﻨـﻮﺍﻥ ﺭﻫﺒـﺮ‬
‫ﻣﺠﺎﺯﻱ ﺷﺮﻛﺘﻲ ﻛﻪ ﻓﺮﺻﺖ ﺭﺍ ﭘﻴﺪﺍ ﻣﻲﻛﻨﺪ ﻭ ﺷﺮﻭﻉ ﺑﻪ ﺳﺎﺯﻣﺎﻥﺩﻫﻲ ﻣﺠﺎﺯﻱ ﻣﻲﻧﻤﺎﻳـﺪ ﻣﻌﻤـﻮ ﹰ‬
‫ﺷﺮﻛﺘﻬﺎﻱ ﻫﻤﻜﺎﺭ ﻋﻤﻞ ﻣﻲﻧﻤﺎﻳﺪ‪.‬‬
‫‪٢‬ـ ﻃﺮﺡ ﺗﺠﺎﺭﻱ‪ ٤‬ﻭ ﺁﻧﺎﻟﻴﺰ ﺑﺎﺯﮔﺸﺖ ﺳﺮﻣﺎﻳﻪ ‪:‬‬
‫ﻗﺒﻞ ﺍﺯ ﺷﻜﻞﮔﻴﺮﻱ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‪ ،‬ﺷﺮﻛﺖ ﺭﻫﺒﺮ ﺑﺎﻳﺪ ﻃﺮﺡ ﺗﺠـﺎﺭﻱ ﻭ ﺁﻧـﺎﻟﻴﺰ ﺑﺎﺯﮔﺸـﺖ ﺳـﺮﻣﺎﻳﻪ ﺭﺍ‬
‫ﺩﺭ ﺳﻄﺢ ﭘﻴﺸﺮﻓﺘﻪ ﺍﻧﺠﺎﻡ ﺩﻫﺪ‪ ،‬ﭘﺘﺎﻧﺴﻴﻞ ﺑﺎﺯﺍﺭ‪ ،‬ﺗﻮﺍﻧﻤﻨﺪﻱ ﺳـﺮﻣﺎﻳﻪﺍﻱ‪ ،‬ﻗﺎﺑﻠﻴـﺖ ﺗﻜﻨﻴﻜـﻲ‪ ،‬ﻗﺎﺑﻠﻴـﺖ ﻣﻨـﺎﺑﻊ‪ ،‬ﻗﺎﺑﻠﻴـﺖ‬
‫ﻧﻴﺮﻭﻱ ﺍﻧﺴﺎﻧﻲ ﻭ ﺳﻮﺩ ﻣﻤﻜﻦ ﻗﺎﺑﻞ ﻭﺻﻮﻝ ﻭ ﻏﻴﺮﻩ ﺑﺎﻳﺪ ﺁﻧﺎﻟﻴﺰ ﻭ ﻣﺤﺎﺳﺒﺎﺕ ﺑﺼـﻮﺭﺕ ﺟﺰﺋـﻲ ﻧﻴـﺰ ﺍﻧﺠـﺎﻡ ﺷـﻮﺩ‪ .‬ﻭ‬
‫ﮔﺰﺍﺭﺵ ﺁﻥ ﺑﺮﺍﻱ ﻃﺮﺍﺣﻲ ﻛﺎﺭ ﻭ ﺁﻧﺎﻟﻴﺰ ﺑﺎﺯﮔﺸﺖ ﺳﺮﻣﺎﻳﻪ ﻭ ﺷﻜﻞﮔﻴﺮﻱ ﺷﺮﻳﻚ ﻭ ﺗﺼﻤﻴﻢﮔﻴـﺮﻱ ﻧﻬـﺎﻳﻲ ﺍﺭﺍﺋـﻪ‬
‫ﺷﻮﺩ‪.‬‬
‫‪٣‬ـ ﺁﻧﺎﻟﻴﺰ ﺗﻘﺎﺿﺎ ﻭ ﺷﺎﻳﺴﺘﮕﻲ ‪:‬‬
‫ﺷﺮﻛﺘﻲ ﻛﻪ ﻣﻲﺧﻮﺍﻫﺪ ﺑﺎﺯﺍﺭ ﺟﺪﻳﺪ ﻳﺎ ﻓﺮﺻﺖ ﺟﺪﻳﺪ ﺭﺍ ﺗﺴﺨﻴﺮ ﻛﻨﺪ ﺩﺭ ﻗﺪﻡ ﺑﻌﺪﻱ ﺑﺎﻳﺪ ﺁﻧـﺎﻟﻴﺰ ﺗﻘﺎﺿـﺎ‬
‫ﻭ ﺷﺎﻳﺴﺘﮕﻲ ﺭﺍ ﺍﻧﺠﺎﻡ ﺑﺪﻫﺪ‪ .‬ﺍﺑﺘﺪﺍ ﺑﺎﻳﺪ ﻗﺎﺑﻠﻴﺘﻬﺎﻱ ﻣﻮﺭﺩ ﻧﻴﺎﺯ ﺑﺮﺍﻱ ﺍﻳـﻦ ﻓﺮﺻـﺖ ﺁﻧـﺎﻟﻴﺰ ﺷـﺪﻩ ﻭ ﺳـﭙﺲ ﻗﺎﺑﻠﻴﺘﻬـﺎﻱ‬
‫ﻣﻮﺭﺩ ﻧﻴﺎﺯ ﺑﺮﺍﻱ ﻓﺮﺻﺖ ﺭﺍ ﺑﻄﻮﺭ ﻛﺎﻣﻞ ﺑﻪ ﻣﻨﻈﻮﺭ ﺍﻧﺘﺨﺎﺏ ﺷﺮﻳﻚ ﻣﻨﺎﺳﺐ ﺗﺠﺰﻳﻪ )ﺩﻣﻮﻧﺘﺎﮊ( ﻧﻤﺎﻳﺪ‪.‬‬
‫‪٤‬ـ ﺍﻧﺘﺨﺎﺏ ﺷﺮﻳﻚﻛﺎﺭﻱ ‪:‬‬
‫ﺩﺭ ﺍﻳﺠﺎﺩ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﭼﻬﺎﺭﻣﻴﻦ ﻗﺪﻡ ﺍﻧﺘﺨﺎﺏ ﺷﺮﻳﻚ ﻣﻲﺑﺎﺷﺪ‪ .‬ﺩﺭ ﻗﺪﻡ ﺳﻮﻡ ﻗﺎﺑﻠﻴﺘﻬﺎﻱ ﻣﻮﺭﺩ ﻧﻴـﺎﺯ‬
‫ﺑﺮﺍﻱ ﺷﺮﻛﺘﻬﺎﻱ ﺷﺮﻳﻚ ﻣﺠﺰﺍ ﺷﺪ ﺑﻨﺎﺑﺮﺍﻳﻦ ﺷﺮﻛﺘﻬﺎﻳﻲ ﻣﻲﺗﻮﺍﻧﻨﺪ ﺑﻪ ﻋﻨﻮﺍﻥ ﺷﺮﻳﻚ ﺍﻧﺘﺨﺎﺏ ﺷـﻮﻧﺪ ﻛـﻪ ﺗﻮﺍﻧـﺎﻳﻲ‬
‫ﭘﺎﺳﺨﮕﻮﻳﻲ ﺑﻪ ﻧﻴﺎﺯﻫﺎ ﺭﺍ ﺩﺍﺷﺘﻪ ﺑﺎﺷﻨﺪ‪ .‬ﺩﺭ ﻓﺮﺁﻳﻨﺪ ﺍﻧﺘﺨـﺎﺏ‪ ،‬ﻣﻜـﺎﻧﻴﺰﻡ ﻭ ﻣﻌﻴـﺎﺭ ﺍﻧﺘﺨـﺎﺏ ﺑﺎﻳـﺪ ﻣﺤﻜـﻢ ﻭ ﭘﻴﺸـﺮﻓﺘﻪ‬
‫ﭘﺎﻳﻪﺭﻳﺰﻱ ﺷﺪﻩ ﺑﺎﺷﺪ‪ .‬ﺑﻌﻼﻭﻩ ﻗﺎﺑﻠﻴﺖ ﻣﻌﻴﺎﺭﻫﺎﻱ ﺩﻳﮕﺮ ﻧﻈﻴﺮ ﺳﻄﺢ ﻣﺪﻳﺮﻳﺖ ﻋﻤﻠﻴﺎﺕ ﻭ ﺍﻋﺘﺒﺎﺭ ﻛﺎﺭﻱ ﻭ ‪ ...‬ﻧﻴﺰ ﺑﺎﻳﺪ‬
‫ﺩﺭ ﻧﻈﺮ ﮔﺮﻓﺘﻪ ﺷﻮﺩ‪.‬‬

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‫‪- Business plan‬‬

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‫ﺁﻧﺎﻟﻴﺰ ﺑﺎﺯﺍﺭ ﻭ ﺗﺴﺨﻴﺮ ﻓﺮﺻﺘﻬﺎﻱ ﻛﺎﺭﻱ‬
‫ﺷﻨﺎﺳﺎﻳﻲ ﭘﺘﺎﻧﺴﻴﻞ‬

‫ﻃﺮﺡ ﺗﺠﺎﺭﻱ ﻭ ﺁﻧﺎﻟﻴﺰ ﺑﺎﺯﮔﺸﺖ ﺳﺮﻣﺎﻳﻪ‬

‫ﺁﻧﺎﻟﻴﺰ ﺗﻘﺎﺿﺎ ﻭ ﺷﺎﻳﺴﺘﮕﻲ‬

‫ﺗﻌﺮﻳﻒ ﺍﺳﺘﺮﺍﺗﮋﻱ‬

‫ﺍﻧﺘﺨﺎﺏ ﺷﺮﻛﺎﺀ ﺗﺠﺎﺭﻱ‬

‫ﺍﻳﺠﺎﺩ ﻣﻜﺎﻧﻴﺰﻡ ﻫﻤﻜﺎﺭﻱ‬

‫ﭘﺎﻳﻪﺭﻳﺰﻱ ﺗﻴﻢﻫﺎ ﻭ ﺳﺎﺯﻣﺎﻧﻬﺎﻱ ﻣﺠﺎﺯﻱ‬ ‫ﺗﻮﺳﻌﻪ ﺳﺎﺧﺘﺎﺭ‬

‫‪ICT‬‬ ‫ﺍﻳﺠﺎﺩ ﺑﺴﺘﺮ‬

‫ﻋﻤﻠﻴﺎﺕ ﻣﺠﺎﺯﻱ‬

‫ﺑﺎﺯﻧﮕﺮﻱ ﭘﻮﻳﺎ ﻭ ﺗﻨﻈﻴﻢ‬ ‫ﻣﻜﺎﻧﻴﺰﻡ ﻫﻤﺎﻫﻨﮕﻲ‬

‫ﺩﻣﻮﻧﺘﺎﮊ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‬

‫ﺷﻜﻞ ‪١‬ـ ﺩﻭﺭﻩ ﻋﻤﺮ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‬

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 ‫‪٥‬ـ ﺍﻳﺠﺎﺩ ﻣﻜﺎﻧﻴﺰﻡ ﻫﻤﻜﺎﺭﻱ ‪:‬‬
‫ﺑﻌﺪ ﺍﺯ ﺍﻧﺘﺨﺎﺏ ﺷﺮﻛﺖﻫﺎﻱ ﻫﻤﻜﺎﺭ ﺑﻪ ﻣﻨﻈﻮﺭ ﺍﻓﺰﺍﻳﺶ ﻛﺎﺭﺍﻳﻲ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﺑﺎﻳـﺪ ﻳـﻚ ﻣﻜـﺎﻧﻴﺰﻡ‬
‫ﻫﻤﻜﺎﺭﻱ ﻃﺮﺍﺣﻲ ﺷﻮﺩ‪ .‬ﺩﺭ ﺍﻳﻦ ﻣﻜﺎﻧﻴﺰﻡ ﻫﻤﻜﺎﺭﻱ ﺑﺎﻳﺪ ﺩﻭ ﺟﻨﺒﻪ ﺯﻳﺮ ﺭﺍ ﺩﺭ ﻧﻈﺮ ﺩﺍﺷﺘﻪ ﺑﺎﺷﻴﻢ ‪:‬‬
‫ـ ﻣﻜﺎﻧﻴﺰﻡ ﺗﻮﺯﻳﻊ ﻣﺴﺌﻮﻟﻴﺖﻫﺎ‪ ،‬ﺳﻮﺩ ﻭ ﺭﻳﺴﻚ ‪ :‬ﻗﺒﻞ ﺍﺯ ﻋﻤﻠﻴﺎﺕ ﻭﺍﻗﻌﻲ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‪ ،‬ﻣﺴﺌﻮﻟﻴﺖ ﻫﺮ‬
‫ﻳﻚ ﺍﺯ ﺷﺮﻛﺖﻫﺎ ﺑﺎﻳﺪ ﺗﻌﺮﻳﻒ ﻭ ﻣﻜﺎﻧﻴﺰﻡ ﺗﻮﺯﻳﻊ ﺭﻳﺴﻚ ﻭ ﺳﻮﺩ ﺑﺎﻳﺪ ﺗﻌﻴﻴﻦ ﺷﻮﺩ‪ .‬ﺍﻳﻦ ﻣﻜﺎﻧﻴﺰﻡ ﻣﻲﺗﻮﺍﻧﺪ ﺑﻌﻨﻮﺍﻥ‬
‫ﻭﻇﺎﻳﻒ ﻋﻤﻠﻴﺎﺕ ﻫﻤﺎﻫﻨﮕﻲ ﻭ ﻣﺪﻳﺮﻳﺖ ﻋﻤﻞ ﺷﻮﺩ‪.‬‬
‫ـ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﻭ ﻣﻜﺎﻧﻴﺰﻡ ﺗﻀﻤﻴﻦ ﻛﻴﻔﻴﺖ ‪ :‬ﻋﻼﻭﻩ ﺑﺮ ﺍﻳﻦ ﻓﻌﺎﻟﻴﺖﻫﺎﻱ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﻛﻪ ﺩﺭ ﻫﺮ‬
‫ﺷﺮﻛﺘﻲ ﺑﻜﺎﺭ ﺑﺮﺩﻩ ﻣﻲﺷﻮﺩ‪ ،‬ﻓﻌﺎﻟﻴﺘﻬﺎﻱ ﻛﻴﻔﻴﺖ ﺩﺭ ﻣﻴﺎﻥ ﺍﻳﻦ ﺷﺮﻛﺖﻫﺎ ﻧﻴـﺰ ﺑﺎﻳـﺪ ﺑـﻪ ﺩﻗـﺖ ﻣـﻮﺭﺩ ﺑﺮﺭﺳـﻲ ﻗـﺮﺍﺭ‬
‫ﮔﻴﺮﺩ‪.‬‬
‫‪٦‬ـ ﺍﻳﺠﺎﺩ ﺳﺎﺯﻣﺎﻥ ﻭ ﺗﻴﻤﻬﺎﻱ ﻣﺠﺎﺯﻱ ‪:‬‬
‫ﻳﻚ ﺷﺮﻛﺖ ﻣﺨﺼﻮﺻﹰﺎ ﺷﺮﻛﺖﻫﺎﻱ ﺑﺰﺭﮒ ﻣﻤﻜـﻦ ﺍﺳـﺖ ﺑـﺎ ﺳـﺎﻳﺮ ﺷـﺮﻛﺖﻫـﺎ ﺩﺭ ﺣﺎﻟـﺖ ﺳـﺎﺯﻣﺎﻥ‬
‫ﻣﺠﺎﺯﻱ ﺷﺮﻳﻚ ﺷﺪﻩ ﺑﺎﺷﻨﺪ‪ ،‬ﺩﺭ ﺍﻳﻦ ﻣﻮﻗﻌﻴﺖ ﺑﺎﻳﺪ ﺗﻴﻢ ﭘﺮﻭﮊﻩ ﺩﺭ ﺷﺮﻛﺖﻫﺎﻱ ﻣﻮﺭﺩ ﻧﻈﺮ ﺑﻮﺟﻮﺩ ﺁﻳـﺪ‪ .‬ﻣﻌﻤـﻮﻻﹰ‪،‬‬
‫ﺍﻳﻦ ﻧﻮﻉ ﺍﺯ ﺗﻴﻢﻫﺎﻱ ﭘﺮﻭﮊﻩﺍﻱ‪ ،‬ﺗﻴﻢﻫﺎﻱ ﭼﻨﺪ ﻭﻇﻴﻔﻪﺍﻱ ﻫﺴﺘﻨﺪ ﻛﻪ ﺍﺯ ﭼﻨﺪﻳﻦ ﻗﺴﻤﺖ ﻣﺨﺘﻠﻒ ﺷـﺮﻛﺖ ﺗﺸـﻜﻴﻞ‬
‫ﺷﺪﻩﺍﻧﺪ‪ .‬ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻣﻲﺗﻮﺍﻧﺪ ﺑﺮﺍﺳﺎﺱ ﺍﻳﻦ ﺷﺮﻛﺘﻬﺎ ﻭ ﻳﺎ ﺗﻴﻢﻫﺎﻱ ﭘﺮﻭﮊﻩ ﭘﺎﻳﻪﺭﻳﺰﻱ ﺷﻮﺩ‪.‬‬
‫‪٧‬ـ ﺍﻳﺠﺎﺩ ﺑﺴﺘﺮ ‪: ICT‬‬
‫ﺑﺴﺘﺮ ﺗﻜﻨﻮﻟﻮﮊﻱ ﺍﻃﻼﻋﺎﺕ ﻭ ﺍﺭﺗﺒﺎﻃﺎﺕ ﻳﻜﻲ ﺍﺯ ﻣﻬﻤﺘﺮﻳﻦ ﺍﺟﺰﺍﺀ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻣـﻲﺑﺎﺷـﺪ‪ .‬ﺩﺭ ﺁﻏـﺎﺯ‬
‫ﺍﻳﺠﺎﺩ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻫﺮﻳﻚ ﺍﺯ ﺷﺮﻛﺎﺀ ﺑﺎﻳﺪ ﺳﻴﺴﺘﻢ ‪ ICT‬ﻣﻨﺎﺳﺐ ﺑﺎ ﻭﻇﺎﻳﻒ ﺧﻮﺍﺳﺘﻪ ﺷـﺪﻩ ﻭ ﻣﺴـﺌﻮﻟﻴﺖﺷـﺎﻥ‬
‫ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﻄﺮﺡ ﺷﺪﻩ ﺭﺍ ﭘﺎﻳﻪﺭﻳﺰﻱ )ﻭ ﻳﺎ ﺍﺻـﻼﺡ( ﻧﻤﺎﻳﻨـﺪ‪ .‬ﭘـﺲ ﻫـﺮ ﻳـﻚ ﺍﺯ ﺳﻴﺴـﺘﻤﻬﺎﻱ ﻣﺠـﺰﺍﻱ ‪ ICT‬ﺩﺭ‬
‫ﺷﺮﻛﺖﻫﺎ ﺑﻪ ﻣﻨﻈﻮﺭ ﺑﺴﺘﺮ ﻳﻜﭙﺎﺭﭼﻪ ‪ ICT‬ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺑﺎﻳﺪ ﺑﻬﻢ ﻣﺘﺼﻞ ﮔﺮﺩﻧﺪ‪.‬‬
‫‪٨‬ـ ﻋﻤﻠﻴﺎﺕ ﻣﺠﺎﺯﻱ ‪:‬‬
‫ﺩﺭ ﻃﻮﻝ ‪ ٧‬ﻗﺪﻡ ﺑﺎﻻ ﭼﻨﺪﻳﻦ ﺷﺮﻛﺖ ﺑﺎ ﻳﻜﺪﻳﮕﺮ ﻣﺘﺤﺪ ﺷﺪﻧﺪ ﻭ ﺗﺸﻜﻴﻞ ﻳﻚ ﺳﺎﺯﻣﺎﻥ ﺭﺍ ﺩﺍﺩﻧﺪ ﻛـﻪ ﺑـﻪ‬
‫ﺁﻥ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﮔﻔﺘﻪ ﻣﻲﺷـﻮﺩ ﻓﻌﺎﻟﻴـﺖﻫـﺎﻱ ﻋﻤﻠﻴـﺎﺗﻲ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﻛـﻪ ﺑﺮﺍﺳـﺎﺱ ﺑﺴـﺘﺮ ‪ ICT‬ﺍﻧﺠـﺎﻡ‬
‫ﻣﻲﺷﻮﺩ ﻋﻤﻠﻴﺎﺕ ﻣﺠﺎﺯﻱ ﻧﺎﻣﻴﺪﻩ ﻣﻲﺷﻮﺩ‪ .‬ﺩﺭ ﻣﻘﺎﻳﺴﻪ ﺑﺎ ﻋﻤﻠﻴﺎﺕ ﺳﻨﺘﻲ ﻓﺮﺁﻳﻨﺪﻫﺎﻱ ﻋﻤﻠﻴﺎﺕ ﻣﺠﺎﺯﻱ ﺩﺍﺭﺍﻱ ﺳـﻪ‬
‫ﻣﺸﺨﺼﻪ ﺯﻳﺮ ﻣﻲﺑﺎﺷﺪ‪:‬‬
‫ـ ﻓﺮﺁﻳﻨﺪﻫﺎﻱ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺍﻧﻌﻄﺎﻑﭘﺬﻳﺮﻱ ﺑﺎﻻﻳﻲ ﺩﺍﺭﻧﺪ‪ .‬ﺩﺭ ﺷﺮﻛﺖﻫـﺎﻱ ﺳـﻨﺘﻲ ﻫـﺪﻑ ﺳـﻮﺩ ﺑـﺎ‬
‫ﺍﺳﺘﻔﺎﺩﻩ ﻣﺆﺛﺮ ﺷﺮﻛﺖ ﺍﺯ ﻣﻨﺎﺑﻊ ﺧﻮﺩﺵ ﺣﺎﺻﻞ ﻣﻲﺷﻮﺩ‪ .‬ﺍﻣﺎ ﺩﺭ ﺷﺮﻛﺖ ﻣﺠﺎﺯﻱ ﻫﺪﻓﻬﺎﻱ ﻛـﺎﺭﻱ ﺑـﺮﺍﻱ ﺗﻤـﺎﻣﻲ‬

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‫ﺷﺮﻛﺘﻬﺎﻱ ﻳﻜﭙﺎﺭﭼﻪ ﺍﺯ ﺳﺮﻋﺖ ﺩﺭ ﭘﺎﺳﺨﮕﻮﻳﻲ ﻓﺮﺻﺘﻬﺎﻱ ﺑﺎﺯﺍﺭ ﺑﺪﺳـﺖ ﻣـﻲﺁﻳـﺪ‪ .‬ﺳـﺎﺧﺘﺎﺭ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﻭ‬
‫ﺧﺼﻮﺻﻴﺎﺕ ﺷﺮﻛﺎﺀ ‪ ،‬ﻓﺮﺁﻳﻨﺪﻫﺎﻱ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺭﺍ ﺑﺴﻴﺎﺭ ﺍﻧﻌﻄﺎﻑﭘﺬﻳﺮ ﻣﻲﺳﺎﺯﺩ‪.‬‬
‫ـ ﻣﺒﺎﺩﻟﻪ ﺍﻃﻼﻋﺎﺕ ﻭ ﻣﺪﻟﻬﺎﻱ ﻣﺆﺛﺮ ﺑﺎﻋﺚ ﻣﻲﺷﻮﺩ ﺑﻌﻀﻲ ﺍﺯ ﺷـﺮﻛﺘﻬﺎ ﻭ ﺗـﻴﻢﻫـﺎ ﻣﺘﻨـﻮﻉ ﻭ ﺳـﺮﻳﻌﺎ ﺗﻐﻴﻴـﺮ‬
‫ﻛﻨﻨﺪ‪ .‬ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻣﺪﻟﻬﺎﻱ ﺍﺭﺗﺒﺎﻁ ﺍﻃﻼﻋﺎﺗﻲ ﺟﺪﻳﺪﻱ ﺭﺍ ﺑﺮﺍﻱ ﺷﺮﻛﺘﻬﺎ ﺑﺮ ﭘﺎﻳﺔ ﻓﺮﺻﺘﻬﺎﻱ ﺑـﺎﺯﺍﺭ ﻭ ﻣﻮﻓﻘﻴـﺖ‬
‫ﺭﻗﺎﺑﺖ ﻣﻲﺗﻮﺍﻧﺪ ﺍﻳﺠﺎﺩ ﻛﻨﺪ ﺗﺎ ﺍﻃﻼﻋﺎﺕ ﺩﺭ ﻛﻤﺘﺮﻳﻦ ﺯﻣﺎﻥ ﻭ ﻛﻤﺘﺮﻳﻦ ﺣﺠﻢ ﻣﺒﺎﺩﻟﻪ ﺷﻮﻧﺪ‪.‬‬
‫ـ ﺩﺭ ﻣﻘﺎﻳﺴﻪ ﺑﺎ ﺷﺮﻛﺘﻬﺎﻱ ﺳﻨﺘﻲ‪ ،‬ﻛﻨﺘﺮﻝ ﻛﻞ ﺳﻴﺴﺘﻢ ﭘﻴﭽﻴﺪﻩﺗﺮ ﻭ ﻣﺸﻜﻞﺗﺮ ﻣﻲﺷﻮﺩ‪.‬‬
‫‪٩‬ـ ﺑﺎﺯﻧﮕﺮﻱ ﭘﻮﻳﺎ ﻭ ﺗﻨﻈﻴﻢ ‪:‬‬
‫ﺩﺭ ﻓﺮﺁﻳﻨﺪ ﻋﻤﻠﻴﺎﺕ ﻣﺠﺎﺯﻱ ﺗﻨﻈﻴﻢ ﭘﺎﻳﺪﺍﺭ ﺑﻪ ﺩﻟﻴﻞ ﺗﻐﻴﻴﺮﺍﺕ ﺑﺎﺯﺍﺭ‪ ،‬ﻣﺤﻴﻂ‪ ،‬ﺗﻜﻨﻮﻟﻮﮊﻱ‪ ،‬ﺳﺎﺯﻣﺎﻥ ﻭ ﻏﻴـﺮﻩ‬
‫ﻧﻴﺎﺯ ﻣﻲﺑﺎﺷﺪ‪ .‬ﺑﻨﺎﺑﺮﺍﻳﻦ‪ ،‬ﺑﺎﺯﻧﮕﺮﻱ ﭘﻮﻳﺎ ﻭ ﺗﻨﻈﻴﻢ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻭ ﻋﻤﻠﻴﺎﺕ ﻗـﺪﻡ ﺧﻴﻠـﻲ ﻣﻬـﻢ ﺩﺭ ﻓـﺮﺍﻫﻢ ﺁﻭﺭﺩﻥ‬
‫ﺍﻫﺪﺍﻑ ﻛﺴﺐ ﻭ ﻛﺎﺭ ﻣﻲﺑﺎﺷﺪ‪ .‬ﺑـﻪ ﻣﻨﻈـﻮﺭ ﻫـﺪﺍﻳﺖ ﻣـﺆﺛﺮ ﺑـﺎﺯﻧﮕﺮﻱ ﻭ ﺗﻨﻈـﻴﻢ ﺑﺎﻳـﺪ ﻳـﻚ ﻧﻈـﺎﻡﻧﺎﻣـﻪ ﺍﺻـﻼﺡ ﻭ‬
‫ﺑﺎﺯﻧﮕﺮﻱ ﻃﺮﺍﺣﻲ ﺷﻮﺩ ﻭ ﺑﻄﻮﺭ ﺟﺪﻱ ﺍﺟﺮﺍ ﮔﺮﺩﺩ‪.‬‬
‫‪١٠‬ـ ﭘﺎﻳﺎﻥ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ‪:‬‬
‫ﺯﻣﺎﻧﻴﻜﻪ ﺩﻻﻳﻞ ﺍﻳﺠﺎﺩ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺩﻳﮕﺮ ﻃﻮﻻﻧﻲ ﻧﻴﺴﺖ ﻭ ﺿﺮﻭﺭﺕ ﺧـﻮﺩ ﺭﺍ ﺍﺯ ﺩﺳـﺖ ﺩﺍﺩ ﭘﺎﻳـﺎﻥ‬
‫ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻓﺮﺍ ﻣﻲﺭﺳﺪ‪.‬‬
‫ﻓﻌﺎﻟﻴﺖﻫﺎﻱ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‬
‫ﺩﺭ ﻗﺴﻤﺖ ﻗﺒﻞ ﻓﺮﺁﻳﻨﺪﻫﺎﻱ ﺩﻭﺭﺓ ﻋﻤﺮ ﺳﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﺗﺸـﺮﻳﺢ ﺷـﺪ‪ .‬ﻓﻌﺎﻟﻴـﺖﻫـﺎ ﻭ ﻭﻇـﺎﻳﻒ ﺩﺭ ﻫـﺮ‬
‫ﻣﺮﺣﻠﻪ ﺑﻄﻮﺭ ﻛﺎﻣﻞ ﺑﻴﺎﻥ ﺷﺪ ‪ .‬ﺑـﺮ ﺍﺳـﺎﺱ ﺍﻳـﻦ ﻓﻌﺎﻟﻴـﺖﻫـﺎ ﻭ ﻋﻤﻠﻴـﺎﺕ ﺩﻭﺭﻩ ﻋﻤـﺮ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﻣـﻲﺗـﻮﺍﻧﻴﻢ‬
‫ﻓﻌﺎﻟﻴﺖﻫﺎﻱ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺭﺍ ﺑﺮﺍﻱ ﻫﺮ ﻣﺮﺣﻠﻪ ﺍﺯ ﺩﻭﺭﻩ ﻋﻤﺮ ﺳﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﺑﻴـﺎﻥ ﻛﻨـﻴﻢ )ﻫﻤـﺎﻧﻄﻮﺭ ﻛـﻪ ﺩﺭ‬
‫ﺟﺪﻭﻝ‪ ١‬ﻧﺸﺎﻥ ﺩﺍﺩﻩ ﺷﺪﻩ ﺍﺳﺖ( ‪.‬‬

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 ‫ﺟﺪﻭﻝ‪ ١‬ـ ﻓﻌﺎﻟﻴﺖﻫﺎﻱ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺩﺭ ﻫﺮ ﻗﺪﻡ ﺍﺯ ﺩﻭﺭﻩ ﻋﻤﺮ ﺳﺎﺯﻣﺎﻥ‬
‫ﻓﻌﺎﻟﻴﺖﻫﺎﻱ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ‬ ‫ﻓﻌﺎﻟﻴﺖﻫﺎﻱ ﻋﻤﻠﻴﺎﺗﻲ‬ ‫ﻣﺮﺣﻠﺔ ﺩﻭﺭﺓ ﻋﻤﺮ‬
‫‪١‬ـ ﺁﻧﺎﻟﻴﺰ ﺑﺎﺯﺍﺭ ﻭ ﺗﺴـﺨﻴﺮ ﻓﺮﺻـﺘﻬﺎﻱ ﺗﺤﻘﻴﻘــﺎﺕ ﺑﺎﺯﺍﺭﻳــﺎﺑﻲ ﻭ ﺗﺤﻘﻴــﻖ ﺩﺭ ﻣــﻮﺭﺩ ﺗﺠﺰﻳﻪ ﻭ ﺗﺤﻠﻴﻞ ﺑﺎﺯﺍﺭ ﻭ ﻣﺸﺘﺮﻳﺎﻥ‬
‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺩﺍﺩﻩ ﻭ ﺍﻃﻼﻋﺎﺕ‬ ‫ﻧﻴﺎﺯﻣﻨﺪﻳﻬﺎﻱ ﻣﺸﺘﺮﻱﻫﺎ‬ ‫ﻛﺴﺐ ﻭ ﻛﺎﺭ)‪(٥‬‬
‫ﺟﻤــﻊﺁﻭﺭﻱ‪ ،‬ﻓــﺮﺁﻭﺭﻱ ﻭ ﺗﺠﺰﻳــﻪ ﻭ ﺗﺤﻠﻴــﻞ‬
‫ﺩﺍﻧﺶ‪ ،‬ﺍﻃﻼﻋﺎﺕ ﻭ ﺩﺍﺩﻩﻫﺎ‬
‫ﺗﺠﺰﻳﻪ ﻭ ﺗﺤﻠﻴﻞ ﺑﺎﺯﺍﺭ ﻭ ﻣﺸﺘﺮﻳﺎﻥ‬ ‫‪٢‬ـ ﻃﺮﺡ ﺗﺠﺎﺭﻱ ﻭ ﺁﻧﺎﻟﻴﺰ ﺑﺎﺯﮔﺸـﺖ ﺗﺠﺰﻳﻪ ﻭ ﺗﺤﻠﻴﻞ ﺩﺍﺩﻩﻫﺎ‬
‫ﺧﻂ ﻣﺸﻲ ﻭ ﺍﻫﺪﺍﻑ ﻛﻴﻔﻴﺖ ﻭ ﻃﺮﺡ ﻣﺴﺌﻮﻟﻴﺘﻬﺎ‬ ‫ﻃﺮﺡﺭﻳﺰﻱ ﺗﺠﺎﺭﻱ‬ ‫ﺳﺮﻣﺎﻳﻪ‬
‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺩﺍﺩﻩ ﻭ ﺍﻃﻼﻋﺎﺕ‬ ‫ﮔﺰﺍﺭﺵ ﻃﺮﺡ ﺗﺠﺎﺭﻱ‬ ‫)‪(٣‬‬
‫ﺁﻧﺎﻟﻴﺰ ﻧﻴﺎﺯﻣﻨـﺪﻳﻬﺎﻱ ﻗﺎﺑﻠﻴـﺖﻫـﺎ ﻭ ﮔﺴـﺘﺮﺵ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺷﺮﻛﺎﺀ‬ ‫‪٣‬ـ ﺁﻧﺎﻟﻴﺰ ﺗﻘﺎﺿﺎ ﻭ ﺷﺎﻳﺴﺘﮕﻲ‬
‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺩﺍﺩﻩ ﻭ ﺍﻃﻼﻋﺎﺕ‬ ‫ﻭﻇﺎﻳﻒ ﻭ ﻗﺎﺑﻠﻴﺖﻫﺎ‬ ‫)‪(٣‬‬
‫ﺍﻳﺠــﺎﺩ ﺭﻭﻳــﻪﻫــﺎ ﻭ ﺳــﺎﺯﻣﺎﻧﺪﻫﻲ ﺍﻧﺘﺨــﺎﺏ ﺗﺠﺰﻳﻪ ﻭ ﺗﺤﻠﻴﻞ ﺑﺎﺯﺍﺭ ﻭ ﻣﺸﺘﺮﻳﺎﻥ‬ ‫‪٤‬ـ ﺍﻧﺘﺨﺎﺏ ﺷﺮﻛﺎﺀ ﺗﺠﺎﺭﻱ)‪(٥‬‬
‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺷﺮﻛﺎﺀ‬ ‫ﺷﺮﻛﺎﺀ‬
‫ﺁﻧـﺎﻟﻴﺰ ﻗﺎﺑﻠﻴـﺖ ﺷـﺮﻛﺎﺀ ﻭ ﮔﺴـﺘﺮﺵ ﻣﺠـﺪﺩ‬
‫ﻗﺎﺑﻠﻴﺖﻫﺎ‬
‫ﺍﻧﺘﺨﺎﺏ ﺷﺮﻛﺎﺀ‬
‫ﻃﺮﺍﺣــﻲ ﻣﻜــﺎﻧﻴﺰﻡ ﻣﺴــﺌﻮﻟﻴﺖﻫــﺎ‪ ،‬ﺳــﻮﺩ ﻭ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺷﺮﻛﺎﺀ‬ ‫‪ (٥‬ﺍﻳﺠﺎﺩ ﻣﻜﺎﻧﻴﺰﻡ ﻫﻤﻜﺎﺭﻱ)‪(٣‬‬
‫ﺧﻂ ﻣﺸﻲ ﻭ ﺍﻫﺪﺍﻑ ﻛﻴﻔﻴﺖ ﻭ ﻃﺮﺡ ﻣﺴﺌﻮﻟﺖﻫﺎ‬ ‫ﺭﻳﺴﻚ ﻭ ﻣﺨﺎﻃﺮﺍﺕ‬
‫ﻃﺮﺍﺣﻲ ﺍﺳﺘﺎﻧﺪﺍﺭﺩ ﻛﻴﻔﻴﺖ ﻭ ﻃﺮﺍﺣﻲ ﺳﻴﺴﺘﻢ‬
‫ﺗﻀﻤﻴﻦﻛﻴﻔﻴﺖ‬
‫ﻃﺮﺍﺣﻲ ﻣﻜﺎﻧﻴﺰﻡ ﺭﻓﻊ ﻣﻐﺎﻳﺮﺕﻫﺎ‬
‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺷﺮﻛﺎﺀ‬ ‫‪٦‬ـ ﭘﺎﻳـﻪ ﺭﻳـﺰﻱ ﺗـﻴﻢ ﻫـﺎ ﻭ ﺳـﺎﺯﻣﺎﻧﻬﺎﻱ ﺍﻳﺠﺎﺩ ﺗﻴﻢﻫﺎﻱ ﭘﺮﻭﮊﻩﺍﻱ‬
‫ﺧﻂ ﻣﺸﻲ ﻭ ﺍﻫﺪﺍﻑ ﻛﻴﻔﻴﺖ ﻭ ﻃﺮﺡ ﻣﺴﺌﻮﻟﺖﻫﺎ‬ ‫ﺍﻳﺠﺎﺩ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‬ ‫ﻣﺠﺎﺯﻱ)‪(٥‬‬

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 ‫ﺍﺩﺍﻣﻪ ﺟﺪﻭﻝ ‪١‬‬
‫ﻓﻌﺎﻟﻴﺖﻫﺎﻱ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ‬ ‫ﻓﻌﺎﻟﻴﺖﻫﺎﻱ ﻋﻤﻠﻴﺎﺗﻲ‬ ‫ﻣﺮﺣﻠﺔ ﺩﻭﺭﺓ ﻋﻤﺮ‬
‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺩﺍﺩﻩ ﻭ ﺍﻃﻼﻋﺎﺕ‬ ‫ﺍﻳﺠﺎﺩ ﺳﻴﺴﺘﻢ ﻛﺎﻣﭙﻴﻮﺗﺮﻱ ﻭ ﺷﺒﻜﻪ‬ ‫‪٧‬ـ ﺍﻳﺠﺎﺩ ﺑﺴﺘﺮ ‪(٥)ICT‬‬

‫ﻣــﺪﻳﺮﻳﺖ ﻋﻤﻠﻴــﺎﺕ ﻣﺠــﺎﺯﻱ ﺷــﺎﻣﻞ ﻃﺮﺍﺣــﻲﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺷﺮﻛﺎﺀ‬ ‫‪٨‬ـ ﻋﻤﻠﻴﺎﺕ ﻣﺠﺎﺯﻱ)‪(٥‬‬
‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﻓﺮﺁﻳﻨﺪ ﻣﺤﺼﻮﻝ‬ ‫ﻣﺤﺼﻮﻝ‪ ،‬ﺗﻮﻟﻴﺪ‪ ،‬ﺗﻮﺯﻳﻊ ﻭ ﺧﺪﻣﺎﺕ‪ ،‬ﻏﻴﺮﻩ‬
‫ﺗﺠﺰﻳﻪ ﻭ ﺗﺤﻠﻴﻞ ﺑﺎﺯﺍﺭ ﻭ ﻣﺸﺘﺮﻳﺎﻥ‬ ‫ﻃﺮﺡ ﺑﺎﺯﺭﺳﻲ ﻭ ﻃﺮﺍﺣﻲ ﺭﻭﻳﻪﻫﺎ‬ ‫‪٩‬ـ ﺑﺎﺯﻧﮕﺮﻱ ﭘﻮﻳﺎ ﻭ ﺗﻨﻈﻴﻢ)‪(٣‬‬
‫ﺑﺎﺯﺭﺳﻲ ﻭ ﻣﻤﻴﺰﻱ‬ ‫ﺗﺠﺰﻳﻪ ﻭ ﺗﺤﻠﻴﻞ ﻋﻴﺐ ﻭ ﺗﻨﻈﻴﻢ‬
‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺷﺮﻛﺎﺀ‬ ‫ﺩﻣﻮﻧﺘﺎﮊ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‬ ‫‪١٠‬ـ ﺩﻣﻮﻧﺘﺎﮊ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ)‪(١‬‬

‫ﺩﺭ ﺟﺪﻭﻝ‪ ،١‬ﺍﻋﺪﺍﺩ ﺩﺍﺧﻞ ﭘﺮﺍﻧﺘﺰ‪ ،‬ﺷﺎﺧﺺ ﺍﻫﻤﻴﺖ ﻣﺮﺗﺒﻂ ﺑﺎ ﻫﺮ ﻗﺪﻡ ﻣﻲﺑﺎﺷـﺪ‪ .‬ﺍﻳـﻦ ﺷـﺎﺧﺺ ﺍﻫﻤﻴـﺖ‬
‫ﻣﻄﺎﺑﻖ ﺑﺎ ﻓﻌﺎﻟﻴﺖﻫﺎﻱ ﻣﺸﺘﻤﻞ ﺩﺭ ﺁﻥ ﻗﺪﻡ ﻭ ﺍﻫﻤﻴﺖ ﺁﻥ ﻗﺪﻡ ﺩﺭ ﻛﻞ ﺩﻭﺭﺓ ﻋﻤﺮ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺗﻌﻴﻴﻦ ﻣﻲﺷـﻮﺩ‪.‬‬
‫ﺩﺭ ﺍﻳﻨﺠﺎ ﻋﺪﺩ ‪ ٥‬ﺑﻪ ﻣﻌﻨﺎﻱ »ﺍﻫﻤﻴﺖ ﺯﻳﺎﺩ« ‪ ٣ ،‬ﺑﻪ ﻣﻌﻨﺎﻱ »ﻣﻬـﻢ« ﻭ ‪ ١‬ﺑـﻪ ﻣﻌﻨـﺎﻱ »ﻧﺮﻣـﺎﻝ« ﻣـﻲﺑﺎﺷـﺪ‪ .‬ﺑـﺮ ﭘﺎﻳـﺔ ﺍﻳـﻦ‬
‫ﺗﻌﺮﻳﻒ ﺍﻫﻤﻴﺖ ﺷﺎﺧﺺ ﺑﺮﺍﻱ ﻫﺮ ﻓﻌﺎﻟﻴﺖ ﻛﻴﻔﻴﺖ ﻣﻄﺎﺑﻖ ﺟﺪﻭﻝ ﺷﻤﺎﺭﺓ‪ ٢‬ﻣﻲﺗﻮﺍﻧﺪ ﺟﻤﻊ ﺯﺩﻩ ﺷﻮﺩ ‪:‬‬
‫ﺟﺪﻭﻝ ‪ : ٢‬ﺷﺎﺧﺺ ﺍﻫﻤﻴﺖ ﻓﻌﺎﻟﻴﺖﻫﺎﻱ ﻛﻴﻔﻴﺖ ]‪[١‬‬
‫ﺷﺎﺧﺺ ﺍﻫﻤﻴﺖ‬ ‫ﻓﻌﺎﻟﻴﺘﻬﺎﻱ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ‬
‫‪٢٢‬‬ ‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺷﺮﻛﺎﺀ‬
‫‪١٦‬‬ ‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺩﺍﺩﻩ ﻭ ﺍﻃﻼﻋﺎﺕ‬
‫‪١٦‬‬ ‫ﺗﺠﺰﻳﻪ ﻭ ﺗﺤﻠﻴﻞ ﺑﺎﺯﺍﺭ ﻭ ﻣﺸﺘﺮﻳﺎﻥ‬
‫‪١١‬‬ ‫ﺧﻂ ﻣﺸﻲ ﻭ ﺍﻫﺪﺍﻑ ﻛﻴﻔﻴﺖ ﻭ ﻃﺮﺡ ﻣﺴﺌﻮﻟﻴﺘﻬﺎ‬
‫‪٥‬‬ ‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﻓﺮﺁﻳﻨﺪ ﻣﺤﺼﻮﻝ‬
‫‪٣‬‬ ‫ﺑﺎﺯﺭﺳﻲ ﻣﻤﻴﺰﻱ‬
‫ﺟــﺪﻭﻝ ﺷــﻤﺎﺭﺓ ‪ ٢‬ﻧﺸــﺎﻧﺪﻫﻨﺪﺓ ﺍﻳــﻦ ﺍﺳــﺖ ﻛــﻪ ﻣــﺪﻳﺮﻳﺖ ﻛﻴﻔﻴــﺖ ﺷــﺮﻛﺎﺀ‪ ،‬ﻣــﺪﻳﺮﻳﺖ ﻛﻴﻔﻴــﺖ ﺩﺍﺩﻩ ﻭ‬
‫ﺳﻴﺴﺘﻢﻫﺎﻱ ﺍﻃﻼﻋﺎﺗﻲ ﻭ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺩﺭ ﺗﺠﺰﻳﻪ ﻭ ﺗﺤﻠﻴﻞ ﻧﻴﺎﺯﻣﻨﺪﻳﻬﺎﻱ ﺑﺎﺯﺍﺭ ﻭ ﻣﺸﺘﺮﻳﺎﻥ‪ ،‬ﻣﻬﻤﺘـﺮﻳﻦ ﺑﺨﺸـﻬﺎ‬
‫ﺩﺭ ﺳﻴﺴﺘﻢ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻫﺴﺘﻨﺪ‪.‬‬
‫ﻫﻤﭽﻨﺎﻧﻜﻪ ﻗﺒﻼ ﺫﻛﺮ ﺷﺪ‪ ،‬ﺗﻐﻴﻴﺮﺍﺕ ﺳﺮﻳﻊ ﺩﺭ ﻧﻴﺎﺯﻣﻨـﺪﻳﻬﺎﻱ ﻣﺸـﺘﺮﻳﺎﻥ ﻭ ﺑـﺎﺯﺍﺭ‪ ،‬ﺳـﺎﺯﻣﺎﻧﻬﺎﻱ ﻣﺠـﺎﺯﻱ ﺭﺍ‬
‫ﻧﻤﺎﻳﺎﻥ ﻣﻲﺳﺎﺯﺩ‪ .‬ﺑﻨﺎﺑﺮﺍﻳﻦ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻳﻚ ﺳﺎﺯﻣﺎﻥ ﻣﺸﺘﺮﻱﮔﺮﺍ ﻭ ﺑﺎﺯﺍﺭﮔﺮﺍ ﻣﻲﺑﺎﺷـﺪ‪ .‬ﻧﻴﺎﺯﻫـﺎ‪ ،‬ﻧﻴﺎﺯﻣﻨـﺪﻳﻬﺎ ﻭ‬
‫ﺭﺿﺎﻳﺖ ﻣﺸﺘﺮﻳﺎﻥ ﻭ ﺑﺎﺯﺍﺭ ﻣﻲﺑﺎﻳﺴﺘﻲ ﻋﺎﻣﻞ ﻗﻄﻌﻲ ﺑﺮﺍﻱ ﻣﻮﻓﻘﻴﺖ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺑﺎﺷﺪ‪ .‬ﻫﻤﭽﻨﻴﻦ ﺩﺭ ﻣﻘﺎﻳﺴـﻪ ﺑـﺎ‬
‫ﺳﺎﺯﻣﺎﻧﻬﺎﻱ ﻣﻌﻤﻮﻟﻲ‪ ،‬ﭘﺸﺘﻴﺒﺎﻧﻲ ﺍﻃﻼﻋﺎﺕ ﻭ ﻓﻦﺁﻭﺭﻱ ﺍﺭﺗﺒﺎﻃﺎﺕ‪ ،‬ﻣﺸﺨﺼﻪ ﻭﻳﮋﻩ ﻭ ﺍﺧﺘﺼﺎﺻﻲ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ‬

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‫ﺍﺳﺖ‪ .‬ﺑﻌﻨﻮﺍﻥ ﻳﻚ ﺳﺎﺯﻣﺎﻥ ﻣﺸﺘﺮﻱﮔﺮﺍ ﻭ ﺳﺎﺯﻣﺎﻥ ﻣﺒﺘﻨﻲ ﺑﺮ ‪ ، ICT‬ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻣﻲﺑﺎﻳﺴﺘﻲ ﺗﻮﺟﻪ ﺑﻴﺸﺘﺮﻱ ﺭﺍ‬
‫ﺑﺮ ﺑﺎﺯﺍﺭ‪ ،‬ﻣﺸﺘﺮﻱ ﻭ ﺳﻴﺴﺘﻢ ﺍﻃﻼﻋﺎﺕ ﻭ ﺩﺍﺩﻩﻫﺎ ﺻﺮﻑ ﻧﻤﺎﻳﺪ‪.‬‬
‫ﺑﺎ ﻭﺟﻮﺩ ﺷﺮﻛﺎﺀ ﭼﻨﺪﮔﺎﻧﻪ ﻭ ﺳـﺎﺧﺘﺎﺭ ﺳـﺎﺯﻣﺎﻧﻲ ﻣﺘﻐﻴـﺮ ﭘﻮﻳـﺎ‪ ،‬ﻫﻤﻜـﺎﺭﻱ ﻭ ﻫﻤـﺎﻫﻨﮕﻲ ﺩﺭﻣﻴـﺎﻥ ﺷـﺮﻛﺎﺀ‬
‫ﻣﺨﺘﻠﻒ ﻣﻲﺑﺎﻳﺴﺘﻲ ﻣﺤﺘﻮﺍﻱ ﺍﺻﻠﻲ ﻣﺪﻳﺮﻳﺖ ﺑﺮﺍﻱ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺑﺎﺷﺪ‪ .‬ﻣـﺪﻳﺮﻳﺖ ﺷـﺮﻛﺎﺀ‪ ،‬ﺷـﺎﻣﻞ ﺍﺭﺯﺷـﻴﺎﺑﻲ‬
‫ﺷﺮﻳﻚ‪ ،‬ﺍﻧﺘﺨﺎﺏ‪ ،‬ﻫﻤﺎﻫﻨﮕﻲ ﻭ ﻫﻤﻜﺎﺭﻱ ﺷﺮﻳﻚ ﻭ ﻣﺪﻳﺮﻳﺖ ﺗﻌﺎﻣﻞ ﺑـﺎ ﺷـﺮﻛﺎﺀ ﻭ ﻏﻴـﺮﻩ ﻣـﻲﺑﺎﻳﺴـﺘﻲ ﻣﻬﻤﺘـﺮﻳﻦ‬
‫ﻣﻮﺿﻮﻉ ﻣﺪﻳﺮﻳﺘﻲ ﺑﺮﺍﻱ ﻛﻞ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺑﺎﺷﺪ‪.‬‬
‫ﺑﻪ ﻋﻼﻭﻩ‪ ،‬ﺧﻂ ﻣﺸﻲ ﻭ ﺍﻫـﺪﺍﻑ ﻛﻴﻔﻴـﺖ ﻭ ﻃـﺮﺡ ﻣﺴـﺌﻮﻟﻴﺘﻬﺎ ﻭ ﻣـﺪﻳﺮﻳﺖ ﻛﻴﻔﻴـﺖ ﺑـﺮﺍﻱ ﻓﺮﺁﻳﻨـﺪﻫﺎﻱ‬
‫ﻣﺤﺼﻮﻻﺕ ﮔﻮﻧﺎﮔﻮﻥ )ﺷﺎﻣﻞ ﻃﺮﺍﺣﻲ ﻣﺤﺼﻮﻝ‪ ،‬ﺗﻮﻟﻴﺪ‪ ،‬ﺗﻮﺯﻳﻊ ﻭ ﺧﺪﻣﺎﺕ ﻭ ﻏﻴﺮﻩ( ﻧﻴﺰ ﺑﺴﻴﺎﺭ ﻣﻬـﻢ ﻣـﻲﺑﺎﺷـﻨﺪ ﻭ‬
‫ﺁﻥ ﻣﻲﺑﺎﻳﺴﺘﻲ ﺗﻮﺟﻪ ﻛﺎﻓﻲ ﺑﻪ ﻓﻌﺎﻟﻴﺘﻬﺎﻱ ﺑﺎﺯﺭﺳﻲ ﻭ ﻣﻤﻴـﺰﻱ ﻛﻴﻔﻴـﺖ ﺩﺭ ﺑـﺎﺯﻧﮕﺮﻱ ﭘﻮﻳـﺎﻱ ﻋﻤﻠﻴـﺎﺕ ﻣﺠـﺎﺯﻱ ﻭ‬
‫ﻓﺮﺁﻳﻨﺪﻫﺎﻱ ﺗﻨﻈﻴﻢ ﺩﺍﺷﺘﻪ ﺑﺎﺷﺪ‪.‬‬

‫ﻃﺮﺍﺣﻲ ﺳﻴﺴﺘﻢ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺑﺮﺍﻱ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ‪:‬‬

‫ﺑﺮ ﭘﺎﻳﺔ ﺗﺠﺰﻳﻪ ﻭ ﺗﺤﻠﻴﻞ‪ ،‬ﻳـﻚ ﻃﺮﺍﺣـﻲ ﻣﻌﻤـﺎﺭﻱ ﺳﻴﺴـﺘﻢ ﻣـﺪﻳﺮﻳﺖ ﻛﻴﻔﻴـﺖ ﺑـﺮﺍﻱ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ‬
‫ﭘﻴﺸﻨﻬﺎﺩ ﻣﻲﺷﻮﺩ‪ .‬ﻫﻤﺎﻧﻄﻮﺭ ﻛﻪ ﺩﺭ ﺷـﻜﻞ ﺷـﻤﺎﺭﺓ ‪ ٢‬ﻧﺸـﺎﻥ ﺩﺍﺩﻩ ﺷـﺪﻩ ﺍﺳـﺖ‪ .‬ﻳـﻚ ﺳﻴﺴـﺘﻢ ﻣـﺪﻳﺮﻳﺖ ﻛﻴﻔﻴـﺖ‬
‫ﺳﻪﻻﻳﻪﺍﻱ ﺑﺮﺍﻱ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻃﺮﺍﺣﻲ ﺷـﺪﻩ ﺍﺳـﺖ‪ .‬ﻻﻳـﺔ ﺳـﺎﺧﺘﺎﺭ ﺳـﺎﺯﻣﺎﻧﻲ )ﻻﻳـﺔ ﺑـﺎﻻ( ﺳـﺎﺧﺘﺎﺭ ﺳـﺎﺯﻣﺎﻧﻲ‬
‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺭﺍ ﻧﺸﺎﻥ ﻣﻲﺩﻫﺪ‪.‬‬

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 ‫ﺳﺎﺧﺘﺎﺭ ﺳﺎﺯﻣﺎﻧﻲ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‬

‫ﻣﺪﻳﺮ ﻛﻴﻔﻴﺖ‬

‫‪CS‬‬ ‫ﮔﺮﻭﻩ‬ ‫‪IT‬‬ ‫ﮔﺮﻭﻩ‬ ‫‪AC‬‬ ‫ﮔﺮﻭﻩ‬

‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺑﺮﺍﻱ ﺭﺿﺎﻳﺖ ﺑﺨﺸﻲ ﻣﺸﺘﺮﻳﺎﻥ‬ ‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺑﺮﺍﻱ ﺗﻜﻨﻮﻟﻮﮊﻱ ﺍﺭﺗﺒﺎﻁ ﺍﻃﻼﻋﺎﺕ‬ ‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺷﺮﻛﺎﺀ‬
‫ﺗﺤﻘﻴﻖ ﺩﺭ ﻣﻮﺭﺩ ﻧﻴﺎﺯﻫﺎﻱ ﻣﺸﺘﺮﻳﺎﻥ ﻭ ﺑﺎﺯﺍﺭ‬ ‫•‬ ‫ﻛﻨﺘﺮﻝ ﻛﻴﻔﻴﺖ ﻃﺮﺍﺣﻲ ﻭ ﻋﻤﻠﻴﺎﺕ ﺳﻴﺴﺘﻢﻫﺎﻱ‬ ‫•‬ ‫ﭘﺎﻳﺶ ﺳﻴﺴﺘﻢﻫﺎﻱ ﻛﻨﺘﺮﻝ ﻭ ﺗﻀﻤﻴﻦ‬ ‫•‬

‫ﺗﻌﻴﻴﻦ ﻣﻄﺎﺑﻘﺖ ﻃﺮﺣﻬﺎﻱ ﻛﻴﻔﻴﺖ‬ ‫•‬ ‫ﻧﺮﻡﺍﻓﺰﺍﺭﻱ ﻭ ﺳﺨﺖﺍﻓﺰﺍﺭﻱ ﺩﺭ ﺷﺮﻛﺖﻫﺎﻱ‬ ‫ﻛﻴﻔﻴﺖ ﺷﺮﻛﺎﺀ‬
‫ﺗﺤﻘﻴﻖ ﺩﺭ ﻣﻮﺭﺩ ﺭﺿﺎﻳﺖ ﺑﺨﺸﻲ ﻣﺸﺘﺮﻳﺎﻥ ﻭ‬ ‫•‬ ‫ﻋﻀﻮ ﻭ ﺩﺭ ﻛﻞ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‬ ‫ﻫﺎﻫﻨﮕﻲ ﻓﻌﺎﻟﻴﺘﻬﺎﻱ ﻛﻴﻔﻲ ﺩﺭﻭﻥ‬ ‫•‬

‫ﺗﻐﻴﻴﺮﺍﺕ ﺑﺎﺯﺍﺭ‬ ‫ﻛﻨﺘﺮﻝ ﻛﻴﻔﻴﺖ ﺗﻌﺎﻣﻼﺕ ﺳﻴﺴﺘﻢﻫﺎﻱ ﺍﻃﻼﻋﺎﺗﻲ‬ ‫•‬ ‫ﺷﺮﻛﺎﺀ ﻭ ﺭﻓﻊ ﻣﻐﺎﻳﺮﺗﻬﺎﻱ ﻛﻴﻔﻲ ﺑﻴﻦ‬
‫ﺍﺭﺳﺎﻝ ﺑﺎﺯﺧﻮﺭ ﺍﻃﻼﻋﺎﺗﻲ ﺍﺯ ﻣﺸﺘﺮﻳﺎﻥ ﻭ ﺑﺎﺯﺍﺭ‬ ‫•‬ ‫ﺩﺭ ﺑﻴﻦ ﺍﻋﻀﺎﺀ ﻣﺨﺘﻠﻒ‬ ‫ﺷﺮﻛﺎﺀ‬
‫ﺑﻪ ﺷﺮﻛﺘﻬﺎﻱ ﻣﺮﺑﻮﻃﻪ ﻳﺎ ﺗﻴﻢﻫﺎ ﺑﻪ ﻣﻨﻈﻮﺭ‬ ‫ﻛﻨﺘﺮﻝ ﻛﻴﻔﻴﺖ ﺩﺍﺩﻩ ﻭ ﺍﻃﻼﻋﺎﺕ ﺩﺭ ﺳﺎﺧﺘﺎﺭ‬ ‫•‬

‫ﺗﺴﻬﻴﻞ ﺑﺎﺯﺭﺳﻲ ﻭ ﺑﻬﺒﻮﺩ ﻛﻴﻔﻴﺖ‬ ‫ﻣﺠﺎﺯﻱ‬

‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺗﻌﺎﻣﻞ ﺳﻴﺴﺘﻢ ﺍﻃﻼﻋﺎﺗﻲ‬ ‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺑﺮﺍﻱ ﻛﺎﻣﭙﻴﻮﺗﺮﻫﺎ ﻭ ﺷﺒﻜﻪ‬
‫ﺷﺮﻳﻚ ‪A‬‬
‫ﺍﺗﺘﺨﺎﺏ ﻧﺮﻡﺍﻓﺰﺍﺭ ﺍﻃﻼﻋﺎﺗﻲ ﻭ ﺍﺭﺗﺒﺎﻃﻲ‬ ‫•‬ ‫ﻃﺮﺍﺣﻲ ﻛﺎﻣﭙﻴﻮﺗﺮﻫﺎ ﻭ ﺷﺒﻜﻪ ﻭ ﺭﻭﻳﻪﻫﺎﻱ ﺍﺟﺮﺍﻳﻲ‬ ‫•‬
‫" ﻃﺮﺍﺣﻲ"‬
‫ﺍﺗﺼﺎﻝ ﺳﻴﺴﺘﻢﻫﺎﻱ ﺍﻃﻼﻋﺎﺗﻲ‬ ‫•‬ ‫ﺭﻭﻳﻪﻫﺎﻱ ﺍﻳﻤﻨﻲ ﻛﺎﻣﭙﻴﻮﺗﺮﻫﺎ ﻭ ﺷﺒﻜﻪ‬ ‫•‬

‫ﺗﻐﻴﻴﺮ ﭘﻮﻳﺎﻱ ﺳﺎﺧﺘﺎﺭ ﺳﻴﺴﺘﻢﻫﺎﻱ ﺍﻃﻼﻋﺎﺗﻲ‬ ‫•‬ ‫ﻧﮕﻬﺪﺍﺭﻱ ﻭ ﺭﻓﻊ ﻋﻴﺐ ﺳﻴﺴﺘﻢﻫﺎﻱ ﺷﺒﻜﻪ ﻭ‬ ‫•‬
‫ﺷﺮﻳﻚ ‪B‬‬
‫ﺍﺳﺘﺎﻧﺪﺍﺭﺩﻫﺎﻱ ﻃﺮﺍﺣﻲ ﺗﻌﺎﻣﻼﺕ ﻭ ﺗﺒﺎﺩﻝ ﺩﺍﺩﻩ‬ ‫•‬ ‫ﺭﺍﻳﺎﻧﻪﻫﺎ‬ ‫" ﺗﻮﻟﻴﺪ"‬

‫ﺷﺮﻳﻚ ‪C‬‬
‫" ﺑﺎﺯﺍﺭﻳﺎﺑﻲ"‬

‫ﺷﻜﻞ ﺷﻤﺎﺭﺓ ‪ : ٢‬ﻣﻌﻤﺎﺭﻱ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‬

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‫ﺁﻥ ﺷﺎﻣﻞ ﺳﻪ ﮔﺮﻭﻩ ﻣﻲﺑﺎﺷﺪ‪ .‬ﺑﻌﻨﻮﺍﻥ ﻣﺜﺎﻝ ‪ :‬ﮔﺮﻭﻩ ﺭﺿﺎﻳﺖ ﺑﺨﺸﻲ ﻣﺸﺘﺮﻱ )‪ ، (CS‬ﮔﺮﻭﻩ ﻓﻦﺁﻭﺭﻱ ﺍﻃﻼﻋـﺎﺕ‬
‫)‪ (IT‬ﻭ ﮔﺮﻭﻩ ﻣﻤﻴﺰﻱ ﻭ ﻫﻤﺎﻫﻨﮕﻲ )‪ . (AC‬ﺍﻳﻦ ﺳﻪ ﮔﺮﻭﻩ ﺑﻪ ﻃﻮﺭ ﻛﺎﻣـﻞ ﺯﻳﺮﻧﻈـﺮ ﻣـﺪﻳﺮ ﻛﻴﻔﻴـﺖ ﻣـﻲﺑﺎﺷـﻨﺪ‬
‫ﻛﺴﻲ ﻛﻪ ﻣﺴﺌﻮﻝ ﻛﻴﻔﻴﺖ ﺟﺎﻣﻊ ﺩﺭ ﻛﻞ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﻣـﻲﺑﺎﻳﺴـﺘﻲ ﺑﺎﺷـﺪ ﺩﺭ ﻻﻳـﺔ ﻓﻌﺎﻟﻴـﺖ ﮔﺮﻭﻫﻬـﺎ )ﻻﻳـﺔ‬
‫ﻭﺳﻂ(‪ ،‬ﻭﻇﺎﻳﻒ ﻭ ﻓﻌﺎﻟﻴﺘﻬﺎﻱ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴـﺖ ﺑـﺮﺍﻱ ﺳـﻪ ﮔـﺮﻭﻩ ﺑـﻪ ﺗﺮﺗﻴـﺐ ﻃﺮﺍﺣـﻲ ﻣـﻲﺷـﻮﺩ‪ .‬ﻓﻌﺎﻟﻴـﺖﻫـﺎﻱ‬
‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﻭ ﻭﻇﺎﻳﻔﻲ ﻛﻪ ﺑﺮﺍﻱ ﻫﺮ ﻳﻚ ﺍﺯ ﮔﺮﻭﻫﻬﺎ ﻃﺮﺍﺣﻲ ﺷﺪﻩ ﺍﺳﺖ ﺩﺭ ﺍﺩﺍﻣﻪ ﻓﻬﺮﺳﺖ ﺷﺪﻩﺍﻧﺪ‪.‬‬
‫ﮔﺮﻭﻩ ‪ CS‬ﻣﺴﺌﻮﻝ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺭﺿﺎﻳﺖ ﺑﺨﺸﻲ ﻣﺸﺘﺮﻳﺎﻥ ﺍﺳﺖ‪.‬‬
‫ﻭﻇﺎﻳﻒ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺷﺎﻣﻞ ‪:‬‬
‫• ﺗﺤﻘﻴﻖ ﺩﺭ ﻣﻮﺭﺩ ﻧﻴﺎﺯﻣﻨﺪﻳﻬﺎﻱ ﻣﺸﺘﺮﻳﺎﻥ ﻭ ﺑﺎﺯﺍﺭ‪ .‬ﺩﺭ ﺍﺑﺘﺪﺍ ﻣﻲﺑﺎﻳﺴـﺘﻲ ﮔـﺮﻭﻩ ﻣﺸـﺘﺮﻳﺎﻥ ﻫـﺪﻑ‬
‫ﺗﻌﻴﻴﻦ ﺷﻮﻧﺪ‪ .‬ﺳﭙﺲ ﺍﺑﺰﺍﺭ ﻭ ﺭﻭﺵ ﺗﺤﻘﻴﻖ ﻣﻲﺑﺎﻳﺴﺘﻲ ﺍﻧﺘﺨـﺎﺏ ﺷـﺪﻩ ﻭ ﻣﻬﻴـﺎ ﮔـﺮﺩﺩ‪ .‬ﻃﺮﺍﺣـﻲ‬
‫ﭘﺮﺳﺸﻨﺎﻣﻪﻫﺎ‪ ،‬ﺗﻮﺯﻳﻊ ﻭ ﺟﻤﻊﺁﻭﺭﻱ ﺁﻧﻬﺎ ﻣﻲﺑﺎﻳﺴﺘﻲ ﺑﻪ ﺩﻗﺖ ﻃﺮﺍﺣـﻲ ﺷـﺪﻩ ﻭ ﺩﺭ ﻧﻈـﺮ ﮔﺮﻓﺘـﻪ‬
‫ﺷﻮﻧﺪ‪.‬‬
‫• ﺗﻌﻴﻴﻦ ﻃﺮﺣﻬﺎﻱ ﻛﻴﻔﻴـﺖ ﻣﻄـﺎﺑﻖ ﺑـﺎ ﻧﻴﺎﺯﻣﻨـﺪﻳﻬﺎﻱ ﻣﺸـﺘﺮﻳﺎﻥ ﻭ ﺑـﺎﺯﺍﺭ‪ .‬ﺍﻫـﺪﺍﻑ ﻛﻴﻔﻴﺘـﻲ ﻗﺎﺑـﻞ‬
‫ﺍﻧﺪﺍﺯﻩﮔﻴﺮﻱ ﻣﻲﺑﺎﻳﺴﺘﻲ ﺩﺭ ﻭﻇﺎﻳﻒ ﻭ ﺳﻄﻮﺡ ﻣـﺮﺗﺒﻂ ﺑـﺎ ﺳـﺎﺯﻣﺎﻥ ﺍﻳﺠـﺎﺩ ﺷـﻮﺩ‪ .‬ﻓﺮﺁﻳﻨـﺪﻫﺎ ﻭ‬
‫ﻣﻨﺎﺑﻊ ﻣﻮﺭﺩ ﻧﻴﺎﺯ ﺑﺮﺍﻱ ﺳﻴﺴﺘﻢ ﻛﻴﻔﻴﺖ ﻣﻲﺑﺎﻳﺴﺘﻲ ﺑـﺮﺍﻱ ﻧﻴـﻞ ﺑـﻪ ﺍﻫـﺪﺍﻑ ﻛﻴﻔـﻲ ﻃـﺮﺡﺭﻳـﺰﻱ‬
‫ﺷﻮﻧﺪ‪.‬‬
‫• ﺗﺤﻘﻴﻖ ﺩﺭ ﻣﻮﺭﺩ ﺭﺿﺎﻳﺖ ﺑﺨﺸﻲ ﻣﺸﺘﺮﻳﺎﻥ ﻭ ﺗﻐﻴﻴﺮﺍﺕ ﭘﻮﻳﺎﻱ ﺑﺎﺯﺍﺭ‪ .‬ﻣﻲﺑﺎﻳﺴﺘﻲ ﻳﻘـﻴﻦ ﺣﺎﺻـﻞ‬
‫ﺷﻮﺩ ﻛﻪ ﻧﻴﺎﺯﻣﻨﺪﻳﻬﺎﻱ ﻣﺸﺘﺮﻳﺎﻥ ﺑﻪﻃﻮﺭ ﻛﺎﻣﻞ ﺍﺭﺿـﺎﺀ ﺷـﺪﻩﺍﻧـﺪ ﻭ ﺗﻐﻴﻴـﺮﺍﺕ ﻣﺮﺑـﻮﻁ ﺑـﻪ ﺑـﺎﺯﺍﺭ‬
‫ﺗﺤﺖ ﻛﻨﺘﺮﻝ ﺍﺳﺖ‪.‬‬
‫• ﺍﻧﺘﺸﺎﺭ ﺍﻃﻼﻋﺎﺕ ﻣﻨﻌﻜﺲ ﺷﺪﻩ ﺩﺭﺑﺎﺭﺓ ﻣﺸﺘﺮﻳﺎﻥ ﻭ ﺑﺎﺯﺍﺭ ﺑﻪ ﺷـﺮﻛﺘﻬﺎ ﻳـﺎ ﺗـﻴﻢﻫـﺎﻱ ﻣﺮﺑﻮﻃـﻪ ﺑـﻪ‬
‫ﻣﻨﻈﻮﺭ ﺗﺴﻬﻴﻞ ﺩﺭ ﺑﻬﺒﻮﺩ ﻭ ﺑﺎﺯﺭﺳﻲ ﻛﻴﻔﻴﺖ‪ .‬ﻣﻜﺎﻧﻴﺰﻡ ﺑـﺎﺯﺧﻮﺭ ﺍﻃﻼﻋـﺎﺕ ﻣـﻲﺑﺎﻳﺴـﺘﻲ ﺍﻳﺠـﺎﺩ‬
‫ﺷﻮﺩ ﺗﺎ ﺍﻃﻤﻴﻨـﺎﻥ ﺣﺎﺻـﻞ ﮔـﺮﺩﺩ ﻭﺍﺣـﺪﻫﺎﻱ ﻣـﺮﺗﺒﻂ ﺩﺭ ﺩﺭﻭﻥ ﺳـﺎﺯﻣﺎﻥ‪ ،‬ﺍﻃﻼﻋـﺎﺕ ﻣﺮﺑﻮﻃـﻪ‬
‫ﺩﺭﺑﺎﺭﺓ ﻣﺤﺼﻮﻝ ﻭ ﺧﺪﻣﺖ ﺭﺍ ﺩﺭﻳﺎﻓﺖ ﻣﻲﺩﺍﺭﻧﺪ‪.‬‬
‫ﮔﺮﻭﻩ ‪ IT‬ﻣﺴﺌﻮﻝ ﻛﻨﺘﺮﻝ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺳﻴﺴﺘﻢ ﺍﻃﻼﻋـﺎﺗﻲ ﺍﺳـﺖ‪) .‬ﺷـﺎﻣﻞ ﺭﺍﻳﺎﻧـﻪﻫـﺎ‪ ،‬ﺷـﺒﻜﻪ ﻭ‬
‫ﺳﻴﺴﺘﻢ ﻧﺮﻡﺍﻓﺰﺍﺭﻱ(‪.‬‬

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 ‫ﻭﻇﺎﻳﻒ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺷﺎﻣﻞ ‪:‬‬
‫• ﻛﻨﺘﺮﻝ ﻧﻤﻮﺩﻥ ﻃﺮﺍﺣﻲ ﺳﻴﺴﺘﻢﻫﺎﻱ ﻧﺮﻡﺍﻓﺰﺍﺭﻱ ﻭ ﺳﺨﺖﺍﻓﺰﺍﺭﻱ ﻭ ﻋﻤﻠﻴﺎﺕ ﺩﺭ ﺷﺮﻛﺎﺀ ﻭ ﻛـﻞ‬
‫ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‪ .‬ﺍﺳـﺘﺎﻧﺪﺍﺭﺩﻫﺎﻳﻲ ﺭﺍ ﺑـﺮﺍﻱ ﺍﻧﺘﺨـﺎﺏ‪ ،‬ﺍﻳﺠـﺎﺩ ﻭ ﺑـﻪ ﻛـﺎﺭﮔﻴﺮﻱ ﻧـﺮﻡﺍﻓﺰﺍﺭﻫـﺎ ﻭ‬
‫ﺳﺨﺖﺍﻓﺰﺍﺭﻫﺎ ﻗﺮﺍﺭ ﺩﻫﻴﺪ‪.‬‬
‫• ﻛﻨﺘﺮﻝ ﻧﻤﻮﺩﻥ ﻛﻴﻔﻴﺖ ﺗﻌﺎﻣﻼﺕ ﺳﻴﺴﺘﻢﻫﺎﻱ ﺍﻃﻼﻋﺎﺗﻲ ﺑﻴﻦ ﺷﺮﻛﺎﺀ ﻣﺨﺘﻠـﻒ‪ .‬ﺍﺳـﺘﺎﻧﺪﺍﺭﺩﻫﺎﻳﻲ‬
‫ﺭﺍ ﺑﺮﺍﻱ ﺗﺒﺎﺩﻝ ﺩﺍﺩﻩ ﻭ ﺍﻃﻼﻋﺎﺕ ﺩﺭ ﻣﻴﺎﻥ ﺷﺮﻛﺎﺀ ﺩﺭ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﺍﻳﺠـﺎﺩ ﻧﻤﺎﺋﻴـﺪ‪ .‬ﭘﻴﻤـﺎﻥ‬
‫ﻧﺎﻣــﺔ ﺍﺭﺗﺒــﺎﻃﻲ ﺍﺳــﺘﺎﻧﺪﺍﺭﺩﻱ ﺭﺍ ﺍﻧﺘﺨــﺎﺏ ﻛــﺮﺩﻩ ﻭ ﺑﺮﻗــﺮﺍﺭ ﻧﻤﺎﺋﻴــﺪ‪ .‬ﺍﺳــﺘﺎﻧﺪﺍﺭﺩ ﺍﻳﻤﻨــﻲ ﺩﺍﺩﻩ ﻭ‬
‫ﺍﻃﻼﻋﺎﺕ ﺭﺍ ﻧﻴﺰ ﺑﺮﻗﺮﺍﺭ ﻧﻤﺎﺋﻴﺪ‪.‬‬
‫• ﻛﻨﺘﺮﻝ ﻧﻤﻮﺩﻥ ﻛﻴﻔﻴﺖ ﺩﺍﺩﻩ ﻭ ﺍﻃﻼﻋـﺎﺕ ﺩﺭ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ‪ .‬ﻳـﻚ ﻣﺠﻤﻮﻋـﻪ ﺍﺯ ﺭﻭﻳـﻪﻫـﺎ‬
‫ﻣﻲﺑﺎﻳﺴﺘﻲ ﻃﺮﺍﺣﻲ ﺷﻮﺩ ﺗﺎ ﺍﻃﻤﻴﻨﺎﻥ ﺣﺎﺻﻞ ﮔﺮﺩﺩ ﻛﻪ ﺩﺍﺩﻩ ﻭ ﺍﻃﻼﻋـﺎﺕ ﺟـﺎﺭﻱ ﺩﺭ ﺳـﺎﺯﻣﺎﻥ‬
‫ﻣﺠﺎﺯﻱ‪ ،‬ﺩﺭﺳﺖ‪ ،‬ﻛﺎﻣﻞ ﻭ ﺑﻪ ﻣﻮﻗﻊ ﻣﻲﺑﺎﺷﺪ‪.‬‬
‫ﮔﺮﻭﻩ ‪ AC‬ﻣﺴﺌﻮﻝ ﻫﻤﺎﻫﻨﮕﻲ ﻭ ﻣﻤﻴﺰﻱ ﺳﻴﺴﺘﻢﻫﺎﻱ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺷﺮﻛﺎﺀ ﻣﻲﺑﺎﺷﺪ‪.‬‬
‫ﻭﻇﺎﻳﻒ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺷﺎﻣﻞ ‪:‬‬
‫• ﻣﻤﻴﺰﻱ ﺑﺮﺍﻱ ﺗﺼﺪﻳﻖ ﺳﻴﺴﺘﻢﻫﺎﻱ ﻛﻨﺘﺮﻝ ﻛﻴﻔﻴﺖ ﺷﺮﻛﺎﺀ ﻭ ﭘـﺎﻳﺶ ﭼﮕـﻮﻧﮕﻲ ﺍﺟـﺮﺍﻱ ﺁﻧﻬـﺎ‪.‬‬
‫ﺍﺳﺘﺎﻧﺪﺍﺭﺩﻫﺎ ﻭ ﺭﻭﻳﻪﻫﺎﻳﻲ ﺭﺍ ﺑﻪ ﻣﻨﻈﻮﺭ ﺍﺭﺯﺷﻴﺎﺑﻲ ﺳﻄﺢ ﻣـﺪﻳﺮﻳﺖ ﻛﻴﻔﻴـﺖ ﻭ ﻣﻤﻴـﺰﻱ ﺳﻴﺴـﺘﻢ‬
‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺑﺮﺍﻱ ﻫﺮ ﻳﻚ ﺍﺯ ﺷﺮﻛﺎﺀ ﺑﺮﻗﺮﺍﺭ ﻧﻤﺎﺋﻴﺪ‪.‬‬
‫• ﺍﻳﺠﺎﺩ ﻫﻤﺎﻫﻨﮕﻲ ﺩﺭ ﻓﻌﺎﻟﻴﺘﻬﺎﻱ ﻛﻴﻔﻴﺘـﻲ ﺩﺭﻭﻥ ﺷـﺮﻛﺎﺀ ﻭ ﺭﻓـﻊ ﻣﻐﺎﻳﺮﺗﻬـﺎﻱ ﻛﻴﻔﻴﺘـﻲ ﺩﺭ ﻣﻴـﺎﻥ‬
‫ﺷﺮﻛﺎﺀ‪ .‬ﺭﻭﻳﻪﺍﻱ ﺑﺮﺍﻱ ﻫﻤﺎﻫﻨﮕﻲ ﻭﻇﺎﻳﻒ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﻭ ﻣﺴـﺌﻮﻟﻴﺘﻬﺎ ﻭ ﺭﻓـﻊ ﻣﻐﺎﻳﺮﺗﻬـﺎﻱ‬
‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺑﺮﻗﺮﺍﺭ ﻧﻤﺎﺋﻴﺪ‪.‬‬
‫ﺑﻪ ﻋﻼﻭﻩ‪ ،‬ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺑﺮﺍﻱ ﺍﻃﻼﻋﺎﺕ ﻭ ﺗﻜﻨﻮﻟﻮﮊﻱ ﺍﺭﺗﺒﺎﻃﺎﺕ ﻣﻲﺗﻮﺍﻧﺪ ﺑﻪ ﺩﻭ ﺑﺨﺶ ﺟﺪﺍ ﺷـﻮﺩ‪،‬‬
‫ﻫﻤﭽﻨﺎﻧﻜﻪ ﺩﺭ ﻻﻳﺔ ﺣﻤﺎﻳﺘﻲ )ﻻﻳﺔ ﺯﻳﺮﻳﻦ( ﺩﺭ ﺷﻜﻞ ﺷﻤﺎﺭﺓ‪ ٢‬ﻧﺸﺎﻥ ﺩﺍﺩﻩ ﺷﺪﻩ ﺍﺳﺖ‪.‬‬
‫ﻧﺎﺣﻴﺔ ﺍﻭﻝ ﺩﺭ ﺑﺎﺭﺓ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺭﺍﻳﺎﻧﻪﻫﺎ‪ ،‬ﺷﺒﻜﻪ ﻭ ﺳﻴﺴﺘﻢﻫﺎﻱ ﺳﺨﺖﺍﻓﺰﺍﺭﻱ ﺍﺳﺖ‪ .‬ﺟﺎﻳﻲ ﻛـﻪ‬
‫ﻣﻼﺣﻈﺎﺕ ﺯﻳﺮ ﻣﻲﺑﺎﻳﺴﺘﻲ ﺑﻪ ﻋﻬﺪﻩ ﮔﺮﻓﺘﻪ ﺷﻮﺩ ‪:‬‬
‫• ﻃﺮﺍﺣﻲ ﺭﺍﻳﺎﻧﻪﻫﺎ‪ ،‬ﺷﺒﻜﻪ ﻭ ﺭﻭﻳﻪﻫﺎﻱ ﺍﺟﺮﺍﻳـﻲ‪ .‬ﺭﻭﻳـﻪﻫـﺎﻱ ﻣﺸـﺎﺑﻪﺍﻱ ﺭﺍ ﺑـﻪ ﻣﻨﻈـﻮﺭ ﻛﻨﺘـﺮﻝ ﻭ‬
‫ﺍﻃﻤﻴﻨﺎﻥ ﺍﺯ ﻛﻴﻔﻴﺖ ﻃﺮﺍﺣﻲ ﻭﺍﺟﺮﺍﻱ ﺳﻴﺴﺘﻢ ﺳﺨﺖﺍﻓﺰﺍﺭﻱ ﺑﺮﻗﺮﺍﺭ ﻧﻤﺎﻳﺪ‪.‬‬

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‫• ﻧﮕﻬــﺪﺍﺭﻱ )ﻭ ﺗﻌﻤﻴــﺮ( ﻭ ﺭﻓــﻊ ﻋﻴــﺐ ﺳﻴﺴــﺘﻢﻫــﺎﻱ ﺷــﺒﻜﻪ ﻭ ﺭﺍﻳﺎﻧــﻪﻫــﺎ‪ .‬ﺭﻭﻳــﻪﻫــﺎﻳﻲ ﺭﺍ ﺑــﺮﺍﻱ‬
‫ﻧﮕﻬــﺪﺍﺭﻱ )ﻭﺗﻌﻤﻴــﺮ( ﺳﻴﺴــﺘﻢﻫــﺎﻱ ﺳــﺨﺖﺍﻓــﺰﺍﺭﻱ ﻭ ﺭﻓــﻊ ﻋﻴــﺐ ﺁﻧﻬــﺎ ﺑﺮﻗــﺮﺍﺭ ﻧﻤﺎﺋﻴــﺪ‪.‬‬
‫ﺍﺳﺘﺎﻧﺪﺍﺭﺩﻫﺎﻱ ﻧﮕﻬﺪﺍﺭﻱ ﻭ ﺗﻌﻤﻴﺮ ﻣﻲﺑﺎﻳﺴﺘﻲ ﺑﻄﻮﺭ ﺷﻔﺎﻑ ﺗﻌﺮﻳﻒ ﺷﻮﻧﺪ‪.‬‬

‫ﻧﺎﺣﻴﺔ ﺩﻭﻡ ﺩﺭﺑﺎﺭﺓ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺳﻴﺴﺘﻢﻫﺎﻱ ﻧﺮﻡﺍﻓﺰﺍﺭﻱ ﺍﻃﻼﻋﺎﺗﻲ ﺍﺳﺖ‪ ،‬ﺟﺎﻳﻲ ﻛﻪ ﻣﻼﺣﻈـﺎﺕ‬
‫ﺯﻳﺮ ﻣﻲﺑﺎﻳﺴﺘﻲ ﺑﻪ ﻋﻬﺪﻩ ﮔﺮﻓﺘﻪ ﺷﻮﺩ ‪:‬‬
‫• ﺍﻧﺘﺨﺎﺏ ﻧﺮﻡﺍﻓﺰﺍﺭ ﺍﺭﺗﺒـﺎﻃﻲ ﻭ ﺍﻃﻼﻋـﺎﺗﻲ‪ .‬ﺭﻭﻳـﻪﻫـﺎ ﻭ ﺍﺳـﺘﺎﻧﺪﺍﺭﺩﻫﺎﻳﻲ ﺭﺍ ﺑـﺮﺍﻱ ﺍﻧﺘﺨـﺎﺏ ﻭ ﺑـﻪ‬
‫ﻛﺎﺭﮔﻴﺮﻱ ﻧﺮﻡﺍﻓﺰﺍﺭ ﺑﺮﻗﺮﺍﺭ ﻧﻤﺎﺋﻴﺪ‪.‬‬
‫• ﺍﺗﺼﺎﻝ ﺳﻴﺴﺘﻢﻫﺎﻱ ﺍﻃﻼﻋﺎﺗﻲ‪ ،‬ﺩﺭ ﺍﻳﻨﺠﺎ ﺍﺗﺼﺎﻝ ﺑﻪ ﻣﻌﻨﻲ ﭘﻴﻮﺳـﺘﮕﻲ ﺍﺭﺗﺒـﺎﻁ ﺩﺭ ﻣﻴـﺎﻥ ﺷـﺮﻛﺎﺀ‬
‫ﻣﻲﺑﺎﺷﺪ‪ .‬ﺍﺳﺘﺎﻧﺪﺍﺭﺩﻫﺎ ﻭ ﺭﻭﻳﻪﻫﺎ‪ ،‬ﻣـﻲﺑﺎﻳﺴـﺘﻲ ﺑـﺮﺍﻱ ﻓﺮﺁﻳﻨـﺪﻫﺎﻱ ﺍﺭﺗﺒـﺎﻁ ﺷـﺒﻜﻪﻫـﺎ ﻭ ﺗﺒـﺎﺩﻝ‬
‫ﺍﻃﻼﻋﺎﺕ ﺑﻴﺎﻥ ﺷﻮﻧﺪ‪.‬‬
‫• ﺗﻐﻴﻴﺮﺍﺕ ﭘﻮﻳﺎﻱ ﺳﺎﺧﺘﺎﺭ ﺳﻴﺴﺘﻢﻫﺎﻱ ﺍﻃﻼﻋﺎﺗﻲ‪ .‬ﺭﻭﻳﻪﻫﺎﻳﻲ ﺭﺍ ﺑﻪ ﻣﻨﻈﻮﺭ ﺁﮔـﺎﻩﺳـﺎﺯﻱ ﺗﻐﻴﻴـﺮ ﻭ‬
‫ﺗﻨﻈﻴﻢ ﺷﺒﻜﻪﻫﺎ ﺑﺮﻗﺮﺍﺭ ﻧﻤﺎﺋﻴﺪ‪.‬‬
‫• ﺍﺳﺘﺎﻧﺪﺍﺭﺩﻫﺎﻱ ﻃﺮﺍﺣﻲ ﺗﻌﺎﻣﻞ ﻭ ﻫﻤﻜﺎﺭﻱ ﻭ ﺍﺳـﺘﺎﻧﺪﺍﺭﺩﻫﺎﻱ ﺗﺒـﺎﺩﻝ ﺩﺍﺩﻩ‪ .‬ﺩﺭ ﻣﻴـﺎﻥ ﺷـﺮﻛﺎﺀ ‪،‬‬
‫ﻳﻚ ﻣﺠﻤﻮﻋﻪﺍﻱ ﺍﺯ ﺍﺳﺘﺎﻧﺪﺍﺭﺩﻫﺎﻱ ﻃﺮﺍﺣﻲ ﻭ ﺗﺒﺎﺩﻝ ﺩﺍﺩﻩ ﻣﻲﺑﺎﻳﺴـﺘﻲ ﺑـﻪ ﻣﻨﻈـﻮﺭ ﺍﻃﻤﻴﻨـﺎﻥ ﺍﺯ‬
‫ﻛﻴﻔﻴﺖ ﺩﺭ ﺗﺒﺎﺩﻝ ﺩﺍﺩﻩ ﺑﺮﻗﺮﺍﺭ ﺷﻮﺩ‪.‬‬

‫ﻃﺮﺍﺣﻲ ﺭﻭﻳﻪﻫﺎﻱ ﺍﺟﺮﺍﻳﻲ ﻣﺪﻳﺮﻳﺖ ﺗﻀﻤﻴﻦ ﻛﻴﻔﻴﺖ ﺑﺮﺍﻱ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ‪:‬‬
‫ﺑﺮﺍﺳﺎﺱ ﺗﺤﻠﻴﻞ ﻓﻮﻕ‪ ،‬ﺳﻴﺴﺘﻢ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺑـﺮﺍﻱ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﺍﻳﺠـﺎﺩ ﺷـﺪﻩ ﺍﺳـﺖ‪ .‬ﺩﺭ ﻳـﻚ‬
‫ﻋﻤﻠﻴﺎﺕ ﻭﺍﻗﻌﻲ‪ ،‬ﻫﻨﻮﺯ ﻧﻴﺎﺯﻣﻨﺪ ﺁﻥ ﻫﺴﺘﻴﻢ ﻛﻪ ﺭﻭﻳﻪﻫﺎﻱ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺭﺍ ﻃﺮﺍﺣﻲ ﻧﻤﺎﺋﻴﻢ ﺗﺎ ﺍﻃﻤﻴﻨـﺎﻥ ﺣﺎﺻـﻞ‬
‫ﺷــﻮﺩ ﻛــﻪ ﺗﻤــﺎﻡ ﺟﺮﻳــﺎﻥﻫــﺎﻱ ﻛﻴﻔﻴﺘــﻲ ﺗﺤــﺖ ﻛﻨﺘــﺮﻝ ﻫﺴــﺘﻨﺪ‪ .‬ﻫﻤﭽﻨﺎﻧﻜــﻪ ﻣــﻲﺩﺍﻧﻴــﺪ‪ ،‬ﺳــﺎﺯﻣﺎﻥ ﺑــﻴﻦﺍﻟﻤﻠﻠــﻲ‬
‫ﺍﺳﺘﺎﻧﺪﺍﺭﺩﺳﺎﺯﻱ‪ ٥‬ﻗﺒﻼ ﻳﻚ ﺳﺮﻱ ﺍﺯ ﺍﺳﺘﺎﻧﺪﺍﺭﺩﻫﺎ ﺑﻪ ﻧﺎﻡ ﺍﻳﺰﻭ ‪ ٩٠٠٠‬ﺭﺍ ﺑﺮﺍﻱ ﻃﺮﺍﺣﻲ ﺭﻭﻳﻪﻫﺎﻱ ﺍﺟﺮﺍﻳﻲ ﻣـﺪﻳﺮﻳﺖ‬
‫ﻛﻴﻔﻴﺖ ﻣﻨﺘﺸﺮ ﻛﺮﺩﻩ ﺍﺳﺖ‪ .‬ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺑﻪ ﻋﻨﻮﺍﻥ ﻳﻚ ﺷﻜﻞ ﺟﺪﻳـﺪ ﻋﻤﻠﻴـﺎﺗﻲ‪ ،‬ﺩﺍﺭﺍﻱ ﺧﺼﻮﺻـﻴﺎﺕ ﻭﻳـﮋﻩ‬
‫ﺑﺴﻴﺎﺭﻱ ﺩﺭ ﻣﻘﺎﻳﺴﻪ ﺑﺎ ﺳﻴﺴﺘﻢﻫـﺎﻱ ﻋﻤﻠﻴـﺎﺗﻲ ﺳـﻨﺘﻲ ﻣـﻲﺑﺎﺷـﺪ‪ .‬ﺑﻨـﺎﺑﺮﺍﻳﻦ‪ ،‬ﺑـﻪ ﻣﻨﻈـﻮﺭ ﺗﻮﺳـﻌﺔ ﻳـﻚ ﻣﺠﻤﻮﻋـﻪ ﺍﺯ‬
‫ﺭﻭﻳﻪﻫﺎﻱ ﺗﻀﻤﻴﻦ ﻛﻴﻔﻴﺖ ﺑﺮﺍﻱ ﺳﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ‪ ،‬ﺗﻌـﺪﺍﺩﻱ ﺍﺯ ﺭﻭﻳـﻪﻫـﺎﻱ ﺍﻳـﺰﻭ ‪ ٩٠٠٠‬ﻣـﻲﺑﺎﻳﺴـﺘﻲ ﺑـﻪ ﻣﻨﻈـﻮﺭ‬

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‫)‪- International Organization For Standardization (ISO‬‬

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‫ﺗﻨﺎﺳﺐ ﺑﺎ ﻭﺿﻌﻴﺖ ﺟﺪﻳﺪ ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‪ ،‬ﺗﻐﻴﻴﺮ ﺩﺍﺩﻩ ﺷﻮﻧﺪ‪ .‬ﻫﻤﭽﻨﻴﻦ ﺗﻌﺪﺍﺩﻱ ﺭﻭﻳﺔ ﺟﺪﻳﺪ ﻧﻴﺰ ﻣـﻲﺑﺎﻳﺴـﺘﻲ‬
‫ﻃﺮﺍﺣﻲ ﺷﻮﺩ ﺗﺎ ﻛﻴﻔﻴﺖ ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺗﻀﻤﻴﻦ ﮔﺮﺩﺩ‪.‬‬
‫ﺩﺭ ﺍﻳﻦ ﻣﻘﺎﻟﻪ‪ ،‬ﺑﺮ ﭘﺎﻳﺔ ﺗﺠﺰﻳﻪ ﻭ ﺗﺤﻠﻴﻞ ﺩﻭﺭﺓ ﻋﻤﺮ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻭ ﻣﻌﻤﺎﺭﻱ ﺳﻴﺴﺘﻢ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴـﺖ‬
‫ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‪ ،‬ﻳﻚ ﻣﺠﻤﻮﻋﻪ ﺍﺯ ﺭﻭﻳﻪﻫﺎﻱ ﺗﻀﻤﻴﻦ ﻛﻴﻔﻴـﺖ ﺑـﺮ ﭘﺎﻳـﺔ ﺍﺳـﺘﺎﻧﺪﺍﺭﺩ ﺍﻳـﺰﻭ ‪ ٩٠٠١‬ﻭﻳـﺮﺍﻳﺶ ‪٢٠٠٠‬‬
‫ﺑﺮﺍﻱ ﺍﻳﻦ ﻧﻮﻉ ﺳﺎﺯﻣﺎﻧﺪﻫﻲ ﺑﺮﻗﺮﺍﺭ ﺷﺪﻩ ﺍﺳﺖ‪ .‬ﺟﺪﻭﻝ ﺷﻤﺎﺭﺓ ‪ ٣‬ﻣﻘﺎﻳﺴـﻪﺍﻱ ﺑـﻴﻦ ﻋﻨﺎﺻـﺮ ﺍﻳـﺰﻭ ‪ ٩٠٠١‬ﻭﻳـﺮﺍﻳﺶ‬
‫‪ ٢٠٠٠‬ﻭ ﺭﻭﻳﻪﻫﺎﻱ ﻃﺮﺍﺣﻲ ﺷﺪﺓ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺑﺮﺍﻱ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺭﺍ ﺗﺸﺮﻳﺢ ﻣﻲﺩﺍﺭﺩ ‪:‬‬

‫ﺟﺪﻭﻝ‪ ٣‬ـ ﺭﻭﻳﻪﻫﺎﻱ ﺍﺟﺮﺍﻳﻲ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﻃﺮﺍﺣﻲ ﺷﺪﻩ ﺑﺮﺍﻱ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ )‪(ISO 9001 : 2000‬‬
‫ﻭﺿﻌﻴﺖ ﻋﻨﺼﺮ ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‬ ‫ﺷﻤﺎﺭﺓ‬
‫ﻧﺎﻡ ﻋﻨﺼﺮ‬
‫ﺭﻭﻳﺔ ﺟﺪﻳﺪ ﺍﺳﺖ‬ ‫ﺗﻐﻴﻴﺮ ﻣﻲﺑﺎﻳﺪ‬ ‫ﺛﺎﺑﺖ ﺍﺳﺖ‬ ‫ﻋﻨﺼﺮ‬
‫‪3‬‬ ‫ﺩﺍﻣﻨﻪ ﻛﺎﺭﺑﺮﺩ‬ ‫‪١‬‬
‫‪3‬‬ ‫ﺍﺳﺘﺎﻧﺪﺍﺭﺩ ﻣﺮﺟﻊ‬ ‫‪٢‬‬
‫‪3‬‬ ‫ﻭﺍﮊﮔﺎﻥ ﻭ ﺗﻌﺎﺭﻳﻒ‬ ‫‪٣‬‬
‫‪3‬‬ ‫ﺳﻴﺴﺘﻢ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ‬ ‫‪٤‬‬
‫‪3‬‬ ‫ﻣﺴﺌﻮﻟﻴﺖ ﻣﺪﻳﺮﻳﺖ‬ ‫‪٥‬‬
‫‪3‬‬ ‫ﻣﺪﻳﺮﻳﺖ ﻣﻨﺎﺑﻊ‬ ‫‪٦‬‬
‫‪3‬‬ ‫ﺗﺤﻘﻖ ﻣﺤﺼﻮﻝ‬ ‫‪٧‬‬
‫‪3‬‬ ‫ﺍﻧﺪﺍﺯﻩﮔﻴﺮ‪ ،‬ﺗﺠﺰﻳﻪ ﻭ ﺗﺤﻠﻴﻞ ﻭ ﺑﻬﺒﻮﺩ‬ ‫‪٨‬‬
‫‪3‬‬ ‫ﻣﺸﺘﺮﻳﺎﻥ ﻭ ﺑﺎﺯﺍﺭ‬ ‫‪٩‬‬
‫‪3‬‬ ‫ﺷﺮﻛﺎﻱ ﺗﺠﺎﺭﻱ‬ ‫‪١٠‬‬

‫‪3‬‬ ‫ﺍﻃﻼﻋﺎﺕ ﻭ ﺍﺭﺗﺒﺎﻃﺎﺕ‬ ‫‪١١‬‬

‫ﺑﺎ ﺗﻮﺟﻪ ﺑـﻪ ﺟـﺪﻭﻝ‪ ، ٣‬ﻣﺸـﺨﺺ ﻣـﻲﮔـﺮﺩﺩ ﻛـﻪ ﺑﻴﺸـﺘﺮ ﺭﻭﻳـﻪﻫـﺎﻱ ﺍﺳـﺘﺎﻧﺪﺍﺭﺩ ‪ISO9001:2000‬‬
‫ﻣﻲﺑﺎﻳﺴﺘﻲ ﺑـﺮﺍﻱ ﺍﺳـﺘﻔﺎﺩﻩ ﺩﺭ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﺗﻐﻴﻴـﺮ ﺩﺍﺩﻩ ﺷـﻮﻧﺪ‪ .‬ﺩﺭ ﺣﻘﻴﻘـﺖ ﺩﺭ ﺍﻳـﻦ ﻧـﻮﻉ ﺍﺯ ﺳـﺎﺯﻣﺎﻧﺪﻫﻲ‪،‬‬
‫ﻣﺸﺨﺼــﻪﻫــﺎﻱ ﻭﻳــﮋﺓ‪ ٦‬ﻣــﺪﻳﺮﻳﺖ ﻛﻴﻔﻴــﺖ ﺭﺍ ﺩﺭ ﭘــﻴﺶﺭﻭ ﺧــﻮﺍﻫﻴﻢ ﺩﺍﺷــﺖ‪ .‬ﺑــﻪ ﻋﻨــﻮﺍﻥ ﻣﺜــﺎﻝ ﺩﺭ ﺍﺳــﺘﺎﻧﺪﺍﺭﺩ‬
‫‪ ، ISO9001:2000‬ﻣﻤﻴﺰﻱ ﺩﺍﺧﻠﻲ ﺑﻪ ﻣﻌﻨﺎﻱ ﺍﺟﺮﺍﻱ ﻣﻤﻴﺰﻱ ﻛﻴﻔﻲ ﺩﺭ ﺩﺍﺧﻞ ﺷﺮﻛﺖ ﻣﻲﺑﺎﺷـﺪ ﻟـﺬﺍ ﺑـﺪﻳﻬﻲ‬

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‫‪- Specific Characteristics‬‬

‫‪١٥‬‬
‫ﺍﺳﺖ ﻛﻪ ﺍﻳﻦ ﺑﻨﺪ ﻧﻤﻲﺗﻮﺍﻧﺪ ﺑﻪ ﻃﻮﺭ ﻣﻨﺎﺳﺐ ﺑﺮﺍﻱ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺑﻪ ﻭﺍﺳﻄﺔ ﺍﺧﺘﻼﻑ ﺩﺭ ﺳﺎﺧﺘﺎﺭﻫﺎﻱ ﺳـﺎﺯﻣﺎﻧﻲ‬
‫ﭘﻮﺷﺶ ﺩﺍﺩﻩ ﺷﻮﺩ‪ .‬ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ‪ ،‬ﻣﻤﻴﺰﻱ ﺩﺍﺧﻠﻲ ﻣﻲﺑﺎﻳﺴﺘﻲ ﺩﺭ ﺩﻭ ﺳﻄﺢ ﻣﺨﺘﻠﻒ ﺍﺟﺮﺍ ﺷﻮﺩ‪ .‬ﺳﻄﺢ ﺍﻭﻝ‪،‬‬
‫ﺳﻄﺢ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺑﻮﺩﻩ ﻭ ﺳﻄﺢ ﺩﻭﻡ ﺳﻄﺢ ﻣﺮﺑﻮﻁ ﺑﻪ ﺷﺮﻛﺎﺀ ﻣﻲﺑﺎﺷﺪ‪ .‬ﺩﺭ ﺳـﻄﺢ ﺩﻭﻡ ﺭﻭﻳـﻪﻫـﺎﻱ ﺍﺟﺮﺍﻳـﻲ‬
‫ﺍﺳﺘﺎﻧﺪﺍﺭﺩ ﻣﻲﺗﻮﺍﻧﻨﺪ ﺑﻪ ﻃﻮﺭ ﻣﺴﺘﻘﻴﻢ ﺍﺳﺘﻔﺎﺩﻩ ﺷﻮﻧﺪ ﺍﻣﺎ ﺑﺮﺍﻱ ﺳﻄﺢ ﺍﻭﻝ ﺍﻳﻦ ﺭﻭﻳﻪﻫﺎ ﻣﻲﺑﺎﻳﺴـﺘﻲ ﺗﻨﻈـﻴﻢ ﺷـﻮﻧﺪ ﺗـﺎ‬
‫ﺑﺮﺍﻱ ﻣﺸﺨﺼﻪﻫﺎﻱ ﻭﻳﮋﺓ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺷﺮﻛﺎﺀ ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﺩﺭﺧـﻮﺭ ﻣﻨﺎﺳـﺐ ﮔﺮﺩﻧـﺪ‪ .‬ﻫﻤﭽﻨـﻴﻦ ﺑـﺎ‬
‫ﺗﻮﺟﻪ ﺑﻪ ﺍﻳﻦ ﻣﺸﺨﺼﻪﻫﺎﻱ ﻭﻳﮋﺓ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ‪ ،‬ﺗﻌﺪﺍﺩﻱ ﺍﺯ ﺭﻭﻳﻪﻫﺎﻱ ﺟﺪﻳﺪ ﺍﺟﺮﺍﻳﻲ ﺑﺮﺍﻱ ﺳﻴﺴـﺘﻢ ﻣـﺪﻳﺮﻳﺖ‬
‫ﻛﻴﻔﻴﺖ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻣﻲﺑﺎﻳﺴﺘﻲ ﻃﺮﺍﺣﻲ ﮔﺮﺩﻧﺪ‪ .‬ﺭﻭﻳﻪﻫﺎﻳﻲ ﻣﺜﻞ ﺍﻃﻼﻋﺎﺕ ﻭ ﺍﺭﺗﺒﺎﻃـﺎﺕ‪ ،‬ﺷـﺮﻛﺎﻱ ﺗﺠـﺎﺭﻱ‪،‬‬
‫ﻣﺸﺘﺮﻳﺎﻥ ﻭ ﺑﺎﺯﺍﺭ ﺍﺯ ﺍﻳﻦ ﺟﻤﻠﻪﺍﻧﺪ‪.‬‬

‫ﻧﺘﻴﺠﻪ ‪:‬‬
‫ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻳﻚ ﺷﻜﻞ ﻋﻤﻠﻴﺎﺗﻲ ﻧﻮﻳﺪ ﺩﻫﻨﺪﻩ ﻭ ﺍﻣﻴﺪﺑﺨﺶ ﺩﺭ ﻗﺮﻥ ‪ ٢١‬ﺍﺳـﺖ ‪ .‬ﺑـﻪ ﺳـﺒﺐ ﺳـﻄﻮﺡ‬
‫ﻣﺨﺘﻠﻒ ﻧﺮﻡﺍﻓﺰﺍﺭﻱ ﻭ ﺳﺨﺖﺍﻓﺰﺍﺭﻱ ﻣﻮﺟﻮﺩ ﺩﺭ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺩﺭ ﻣﻘﺎﻳﺴﻪ ﺑﺎ ﺳﺎﺯﻣﺎﻥﻫـﺎﻱ ﺳـﻨﺘﻲ‪ ،‬ﺭﻭﺵﻫـﺎﻱ‬
‫ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﻣﺘﻔﺎﻭﺕ ﻣﻲﺑﺎﺷﻨﺪ‪ .‬ﺩﺭ ﺍﻳﻦ ﻣﻘﺎﻟﻪ‪ ،‬ﻣﺒﺎﺣـﺚ ﻣـﺪﻳﺮﻳﺖ ﻛﻴﻔﻴـﺖ ﻣـﺮﺗﺒﻂ ﺑـﺎ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﺗـﺎ‬
‫ﺣﺪﻭﺩﻱ ﻣﻮﺭﺩ ﻣﻄﺎﻟﻌﻪ ﻗﺮﺍﺭ ﮔﺮﻓﺘﻪﺍﻧﺪ‪ .‬ﻓﻌﺎﻟﻴﺘﻬﺎﻱ ﻣـﺪﻳﺮﻳﺖ ﻛﻴﻔﻴـﺖ ﺑـﺮﺍﻱ ﺳـﺎﺯﻣﺎﻥ ﻣﺠـﺎﺯﻱ ﺑـﺮ ﭘﺎﻳـﺔ ﺗﺠﺰﻳـﻪ ﻭ‬
‫ﺗﺤﻠﻴﻞ ﺩﻭﺭﺓ ﻋﻤﺮ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﺍﺳﺘﺨﺮﺍﺝ ﺷﺪﻩﺍﻧﺪ‪ .‬ﻣﻌﻤﺎﺭﻱ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴﺖ ﺑﺮ ﻣﺒﻨـﺎﻱ ﻓﻌﺎﻟﻴﺘﻬـﺎﻱ ﻣـﺪﻳﺮﻳﺖ‬
‫ﻛﻴﻔﻴــﺖ ﺳــﺎﺯﻣﺎﻥ ﻣﺠــﺎﺯﻱ ﭘﻴﺸــﻨﻬﺎﺩ ﺷــﺪﻩﺍﻧــﺪ ﻭ ﺭﻭﻳــﻪﻫــﺎﻱ ﻣــﺪﻳﺮﻳﺖ ﺗﻀــﻤﻴﻦ ﻛﻴﻔﻴــﺖ ﺑﺮﻣﺒﻨــﺎﻱ ﺍﺳــﺘﺎﻧﺪﺍﺭﺩ‬
‫‪ ISO9001:2000‬ﻃﺮﺍﺣﻲ ﺷﺪﻩﺍﻧﺪ‪.‬‬
‫ﺩﺭ ﻭﺍﻗﻊ ﺩﺭ ﺍﻳﻦ ﻣﻘﺎﻟﻪ ﻳﻚ ﺑﺴﻂ ﻭ ﺗﻮﺳﻌﺔ ﺍﻭﻟﻴﻪ ﺍﺯ ﺳﻴﺴـﺘﻢ ﻣـﺪﻳﺮﻳﺖ ﻛﻴﻔﻴـﺖ ﻭ ﺭﻭﻳـﻪﻫـﺎﻱ ﻣـﺪﻳﺮﻳﺖ‬
‫ﺗﻀﻤﻴﻦ ﻛﻴﻔﻴﺖ ﺩﺭﺧﺼﻮﺹ ﺳﺎﺯﻣﺎﻥ ﻣﺠﺎﺯﻱ ﻧﺸﺎﻥ ﺩﺍﺩﻩ ﺷﺪﻩ ﺍﺳﺖ‪ .‬ﺍﻣﻴﺪ ﺍﺳﺖ ﻛـﻪ ﺁﻥ ﺍﻧﮕﻴـﺰﺓ ﻣﻨﺎﺳـﺒﻲ ﺑـﺮﺍﻱ‬
‫ﺑﺤﺚ ﻭ ﺑﺮﺭﺳﻲ ﺩﺭ ﺍﻳﻦ ﺧﺼﻮﺹ ﮔﺮﺩﺩ ﭼﺮﺍ ﻛﻪ ﺑـﺎ ﺗﻮﺟـﻪ ﺑـﻪ ﻧﻘـﺶ ﺍﻳـﻦ ﺳـﺎﺯﻣﺎﻧﺪﻫﻲ ﺩﺭ ﺳـﺎﺯﻣﺎﻧﻬﺎﻱ ﺁﻳﻨـﺪﻩ‪،‬‬
‫ﻣﻄﺎﻟﻌﺎﺕ ﻭ ﺑﺮﺭﺳﻲ ﻋﻤﻴﻖﺗﺮ ﻭ ﺑﻴﺸﺘﺮﻱ ﺩﺭﺧﺼﻮﺹ ﺳﻴﺴﺘﻢﻫﺎﻱ ﻣﺪﻳﺮﻳﺖ ﻛﻴﻔﻴـﺖ ﺳـﺎﺯﻣﺎﻧﻬﺎﻱ ﻣﺠـﺎﺯﻱ ﻣـﻮﺭﺩ‬
‫ﻧﻴﺎﺯ ﺍﺳﺖ‪.‬‬

‫ﻣﻨﺎﺑﻊ ﻭ ﻣﺮﺍﺟﻊ ‪:‬‬

‫‪1- Qiang Su, Jian Chen & Shih-Ming Lee.2001. Electronic Journal of‬‬
‫‪Organizational Virtualness, "Quality Management System’s Design‬‬
‫"‪For Virtual Organizations‬‬

‫‪١٦‬‬
2- Fitz, M.B. Manheneim, M. L. (1998) . managing Virtual Work : A
Framework for managerial Action. Proceeding of the virtual
organizationNet-Workshop, April 27-28, pp.77-84
3- Kluber, R. (1998). A Framework for managerial Action. Proceeding
of the virtual organizationNet-Workshop, April 27-28, pp.93-106
‫ ﺗﺮﺟﻤﻪ ﺩﻛﺘﺮ ﻛﺎﻣﺮﺍﻥ ﺭﺿﺎﻳﻲ ﻭ ﻣﻬﻨﺪﺱ ﻛﺎﻭﻩ ﻫﻮﺷﻤﻨﺪ ﺁﺯﺍﺩ‬ISO 9001:2000 ‫ ـ ﺍﺳﺘﺎﻧﺪﺍﺭﺩ‬٤

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