Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union دور اﻟﺠﺎﺋﺰة اﻟﻮﻃﻨﯿﺔ اﻟﺴﻮرﻳﺔ ﻟﻠﺠﻮدة ﻓﻲ ﺗﺤﺪﻳﺚ اﻹدارة وﺗﻄﻮﻳﺮ اﻷداء ﻓﻲ اﻟﻤﺆﺳﺴﺎت اﻟﻨﺪوة اﻟﻮﻃﻨﯿﺔ اﻟﺨﺎﻣﺴﺔ ﻋﺸﺮة ﻟﻠﺠﻮدة ﻣﻜﺘﺒﺔ اﻷﺳﺪ ﺑﺪﻣﺸﻖ ٢٩ﺗﺸﺮﻳﻦ اﻟﺜﺎﻧﻲ ٢٠١٠ إﻋﺪاد م .ﺟﺮﺟﺲ اﻟﻐﻀﺒﺎن اﻟﺠﻤﻌﯿﺔ اﻟﻌﻠﻤﯿﺔ اﻟﺴﻮرﻳﺔ ﻟﻠﺠﻮدة ﺧﺒﯿﺮ وﻃﻨﻲ ﻓﻲ ﺑﺮﻧﺎﻣﺞ: “ﺗﻌﺰﻳﺰ إدارة اﻟﺠﻮدة وﻗﺪراﺗﮫﺎ وﺑﻨﯿﺘﮫﺎ اﻟﺘﺤﺘﯿﺔ ﻓﻲ ﺳﻮرﻳﺔ” ١ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﻋﻨﺎﺻﺮ اﻟﻤﺤﺎﺿﺮة: •ﺗﻌﺮﻳﻒ ﺍﻹﺩﺍﺭﺓ ﻭ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﺍﻟﺸﺎﻣﻠﺔ •ﺍﻻﻧﺘﻘﺎﻝ ﻣﻦ ﺍﻟﻨﻤﻂ ﺍﻟﺘﻘﻠﻴﺪﻱ ﻹﺩﺍﺭﺓ ﺍﳌﺆﺳﺴﺔ ﺇﻝ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﺍﻟﺸﺎﻣﻠﺔ •ﺍﻟﻐﺮﺽ ﻣﻦ ﺍﳉﺎﺋﺰﺓ •ﻧﻈﺎﻡ ﻣﻨﺢ ﺍﳉﺎﺋﺰﺓ •ﺍﻟﻨﻤﻮﺫﺝ ﻭﻋﻤﻠﻴﺔ ﻣﻨﺢ ﺍﳉﺎﺋﺰﺓ •ﺑﺮﻧﺎﻣﺞ ﺍﳉﻮﺩﺓ ﻭﺍﳉﺎﺋﺰﺓ •ﺍﳋﻄﺔ ﺍﻹﺳﺘﺮﺍﺗﻴﺠﻴﺔ ﻟﺘﺄﺳﻴﺲ ﻭﻣﻨﺢ ﺍﳉﺎﺋﺰﺓ •ﺍﻷﻋﻤﺎﻝ ﺍﻟﱵ ﰎ ﺇﳒﺎﺯﻫﺎ ﺣﱴ ﺗﺎﺭﳜﻪ •ﺍﻟﻌﻮﺍﻣﻞ ﺍﻷﺳﺎﺳﻴﺔ ﻟﺘﺄﺳﻴﺲ ﻭﺇﳒﺎﺡ ﺍﳉﺎﺋﺰﺓ •ﺍﻟﺘﺤﺪﻳﺎﺕ ﺍﶈﺘﻤﻠﺔ ﻭﺍﳌﻘﺘﺮﺣﺎﺕ ﺍﻟﻌﺎﻣﺔ •ﺍﻟﻨﺘﺎﺋﺞ ﻭﺍﻟﺘﻮﺻﻴﺎﺕ ﺑﻨﺎﺀ ﻋﻠﻰ ﻧﺘﺎﺋﺞ ﺍﳌﺮﺣﻠﺔ ﺍﻟﺴﺎﺑﻘﺔ. •ﺍﳋﻼﺻﺔ •ﺍﳌﺮﺍﺟﻊ ٢ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union وﺟﱠﮫ اﻟﺴﯿﺪ رﺋﯿﺲ اﻟﺠﻤﮭﻮرﯾﺔ ﺑﻀﺮورة اﻻھﺘﻤﺎم ﺑﺎﻹدارة :(management) اﻹدارة .أﻧﺸﻄﺔ ﻣﻨﺴﻘﺔ ﻟﺘﻮﺟﯿﮫ وﺿﺒﻂ ﻣﺆﺳﺴﺔ ﻣﺎ ٣ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﺍﳉﻮﺩﺓ ﺩﻭﻥ ﺍﻻﺳﺘﺜﻨﺎﺀ § ﻧﺤﻦ ﻓﻲ ﻋﺼﺮ ﺟﺪﯾﺪ ﻟﻠﺘﻨﺎﻓﺴﯿﺔ ﺗﺼﺒﺢ ﻓﯿﮫ إدارة اﻟﺠﻮدة اﻟﺸﺎﻣﻠﺔ ) (TQMاﻟﻘﺎﻋﺪة وﻟﯿﺴﺖ اﻻﺳﺘﺜﻨﺎء. §ﻧﺨﻮض ﻓﻲ ھﺬا اﻟﻌﺼﺮ ﻣﻌﺮﻛﺔ ﺗﺤﺪ ﻣﻦ أﺟﻞ اﻟﺒﻘﺎء،ﺗﻔﺮز ﻓﯿﮭﺎ إدارة اﻟﺠﻮدة اﻟﺸﺎﻣﻠﺔ اﻟﺮاﺑﺤﯿﻦ ﻣﻦ اﻟﺨﺎﺳﺮﯾﻦ . Alex Trotman CEO- Ford ٤ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﺍﳉﻮﺩﺓ ﺩﻭﻥ ﺍﻻﺳﺘﺜﻨﺎﺀ : § ﻓﻲ ﻋﺎﻟﻢ اﻟﺘﻨﺎﻓﺴﯿﺔ أﻣﺎﻣﻚ ﺧﯿﺎران ،§ إﻣﺎ أن ﺗﺨﺴﺮ . § أو ﺗﺮﺑﺢ .ﻋﻠﯿﻚ ﺑﺎﻟﺘﻐﯿﯿﺮ، § وإذا اﺧﺘﺮت أن ﺗﺮﺑﺢ . Lester C. Thurow ٥ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﺍﻻﻧﺘﻘﺎﻝ ﻣﻦ ” “qﺇﱃ ”“Q § إدارة اﻟﺠﻮدة ﺗﺸﻤﻞ ﻛﺎﻓﺔ اﻷﻋﻤﺎل ﻓﻲ اﻟﻤﺆﺳﺴﺔ وﺗﮭﺪف إﻟﻰ ﺗﺤﺴﯿﻦ اﻟﺠﻮدة اﻟﻜﻠﯿﺔ ﻟﻠﻌﻤﻞ ﺑﻤﺸﺎرﻛﺔ ﻛﻞ ﻓﺮد ﻓﯿﮭﺎ ،ﻟﺘﺤﻘﯿﻖ رﺿﺎً أﻛﺒﺮ ﻟﻠﺰﺑﻮن وﻧﺘﺎﺋﺞ أﻓﻀﻞ ﻟﻠﻤﺆﺳﺴﺔ أي ” “Qاﻟﻜﺒﯿﺮة . ﻟﺬﻟﻚ ﻓﺈن إدارة اﻟﺠﻮدة ﻻ ﺗﻘﺘﺼﺮ ﻓﻘﻂ ﻋﻠﻰ ﺿﺒﻂ اﻟﺠﻮدة أو ﺗﺄﻛﯿﺪ اﻟﺠﻮدة أي ” “qاﻟﺼﻐﯿﺮة . ٦ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﺗﻌﺮﯾﻒ إدارة اﻟﺠﻮدة اﻟﺸﺎﻣﻠﺔ ﺇﺩﺍﺭﺓ ﺍﻟﺠﻭﺩﺓ ﺍﻟﺸﺎﻤﻠﺔ )ﻀﺒﻁ ﺍﻟﺠﻭﺩﺓ ﻋﻠﻰ ﻨﻁﺎﻕ ﺍﻟﺸﺭﻜﺔ ﺤﺴﺏ ﺍﻟﻤﻔﻬﻭﻡ ﺍﻟﻴﺎﺒﺎﻨﻲ(: ﻴﻌﻨﻲ ﻀﺒﻁ ﺍﻟﺠﻭﺩﺓ ﻋﻠﻰ ﻨﻁﺎﻕ ﺍﻟﺸﺭﻜﺔ،ﺃﻭ ﻀﺒﻁ ﺍﻟﺠﻭﺩﺓ ﺍﻟﺸﺎﻤﻠﺔ ﺤﺴﺏ ﺍﻟﻤﻔﻬﻭﻡ ﺍﻟﻴﺎﺒﺎﻨﻲ ،ﺃﻭ ﺇﺩﺍﺭﺓ ﺍﻟﺠﻭﺩﺓ ﺍﻟﺸﺎﻤﻠﺔ ﻓﻲ ﺍﻟﻐﺭﺏ ﻤﺎ ﻴﻠﻲ : -١ﻀﺒﻁ ﺍﻟﺠﻭﺩﺓ ﺒﻤﺸﺎﺭﻜﺔ ﻜﺎﻓﺔ ﺍﻷﻗﺴﺎﻡ ﺒﺎﻟﺸﺭﻜﺔ -٢ﻀﺒﻁ ﺍﻟﺠﻭﺩﺓ ﺒﻤﺸﺎﺭﻜﺔ ﻜﺎﻓﺔ ﺍﻷﻓﺭﺍﺩ -٣ﻀﺒﻁ ﺍﻟﺠﻭﺩﺓ ﺍﻟﻤﺘﻜﺎﻤل ٧ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﺘﻌﺭﻴﻑ ﺇﺩﺍﺭﺓ ﺍﻟﺠﻭﺩﺓ ﺍﻟﺸﺎﻤﻠﺔ ﻀﺒﻁ ﺍﻟﺠﻭﺩﺓ ﺒﻤﺸﺎﺭﻜﺔ ﻜﺎﻓﺔ ﺍﻷﻗﺴﺎﻡ : üﻀﺒﻁ ﺍﻟﺠﻭﺩﺓ ﻟﻴﺱ ﻋﻤل ﻗﺴﻡ ﻀﺒﻁ ﺍﻟﺠﻭﺩﺓ ﻓﻲ ﺍﻟﺸﺭﻜﺔ )ﻋﻤل ﺍﻻﺨﺘﺼﺎﺼﻴﻴﻥ ﻓﻲ ﻀﺒﻁ ﺍﻟﺠﻭﺩﺓ( )ﻜﻤﺎ ﻴﻘﻭل ﻓﺎﻴﻐﻨﺒﺎﻭﻡ( . üﺩﺭﺏ ﻜل ﻓﺭﺩ ﻓﻲ ﻜل ﻗﺴﻡ ﻭﺩﻋﻪ ﻴﻁﺒﻕ ﻀﺒﻁ ﺍﻟﺠﻭﺩﺓ . üﻨﻅﻡ ﺩﻭﺭﺍﺕ ﺨﺎﺼﺔ ﻓﻲ ﻀﺒﻁ ﺍﻟﺠﻭﺩﺓ ﻟﻤﺨﺘﻠﻑ ﺍﻷﻗﺴﺎﻡ . ٨ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﺘﻌﺭﻴﻑ ﺇﺩﺍﺭﺓ ﺍﻟﺠﻭﺩﺓ ﺍﻟﺸﺎﻤﻠﺔ ﺿﺒﻂ اﻟﺠﻮدة ﺑﻤﺸﺎرﻛﺔ ﻛﻞ اﻟﻌﺎﻣﻠﯿﻦ : ﻻ ﯾﻘﺘﺼﺮ ﺿﺒﻂ اﻟﺠﻮدة ﻋﻠﻰ اﻟﻤﺪراء واﻟﻌﺎﻣﻠﯿﻦ ﺑﻞ ﯾﺘﻌﺪاه إﻟﻰ اﻟﻤﻮردﯾﻦ وﺷﺒﻜﺔ اﻟﺘﻮزﯾﻊ واﻟﺸﺮﻛﺎت اﻟﺘﺎﺑﻌﺔ ﻟﻠﺸﺮﻛﺔ اﻷم أﯾﻀﺎً. : ٩ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﺘﻌﺭﻴﻑ ﺇﺩﺍﺭﺓ ﺍﻟﺠﻭﺩﺓ ﺍﻟﺸﺎﻤﻠﺔ ﻀﺒﻁ ﺍﻟﺠﻭﺩﺓ ﺍﻟﻤﺘﻜﺎﻤل: ﻴﺸﻤل ﻀﺒﻁ ﺍﻟﺠﻭﺩﺓ ﺍﻟﻤﺘﻜﺎﻤل ﻤﺎ ﻴﻠﻲ: § ﻀﺒﻁ ﺍﻟﺠﻭﺩﺓ ﺍﻟﻤﺭﻜﺯﻱ )ﺘﻁﻭﻴﺭ ﻭﺇﻨﺘﺎﺝ ﻭﺒﻴﻊ ﻤﻨﺘﺠﺎﺕ ﺘﻠﺒﻲ ﺍﺤﺘﻴﺎﺠﺎﺕ ﺍﻟﺯﺒﻭﻥ( § ﻀﺒﻁ ﺍﻟﺘﻜﻠﻔﺔ ) ﻀﺒﻁ ﺍﻷﺭﺒﺎﺡ ﻭﻀﺒﻁ ﺍﻷﺴﻌﺎﺭ( . § ﻀﺒﻁ ﺯﻤﻥ ﺍﻟﺘﻭﺭﻴﺩ ١٠ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union Transition from traditional to TQM organization. Traditional Top Mgt. TQM Customers Employees Middle Mgt. Front-line supervisors Functional Mgt. Functional Mgt. Front-line supervisors Employees Middle Mgt. Top Mgt. Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union اﻟﮫﺪف ﻣﻦ ﺗﺄﺳﯿﺲ اﻟﺠﺎﺋﺰة ﻣﺴﺎﻋﺪة ودﻋﻢ اﻟﻤﺆﺳﺴﺎت اﻟﺴﻠﻌﯿﺔ واﻟﺨﺪﻣﯿﺔ ﻓﻲ ﺳﻮرﻳﺔ ﻟﺘﺄﺳﯿﺲ ﻧﻈﺎم إدارة ﺷﺎﻣﻞ ﻟﺪﻳﮫﺎ وﺗﺤﻔﯿﺰھﺎ ﻟﻠﺴﯿﺮ ﻋﻠﻰ ﻃﺮﻳﻖ اﻟﺘﻤﯿﺰ ﻓﻲ اﻷﻋﻤﺎل ١٢ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union اﻟﻐﺮض ﻣﻦ اﻟﺠﺎﺋﺰة اﻟﻮﻃﻨﯿﺔ اﻟﺴﻮرﻳﺔ ﻟﻠﺠﻮدة - qﺗﻮﻟﯿﺪ اﻻھﺘﻤﺎم ﻟﺪى اﻟﻤﺆﺳﺴﺎت اﻟﻮﻃﻨﯿﺔ ﺑﺎﻟﺠﻮدة وﺗﺸﺠﯿﻊ ﻣﺸﺎرﻛﺘﮫﺎ ﻓﻲ ﺑﺮاﻣﺞ ﺗﺤﺴﯿﻦ اﻷداء اﻟﻤﺆﺳﺴﻲ . - qاﻻرﺗﻘﺎء ﺑﺎﻟﺴﻠﻊ واﻟﺨﺪﻣﺎت اﻟﻮﻃﻨﯿﺔ إﻟﻰ ﻣﺴﺘﻮى أﻋﻠﻰ ﻣﻦ اﻟﺠﻮدة ،وﺗﺰوﻳﺪ اﻟﻤﺆﺳﺴﺎت ﺑﺎﻷدوات اﻟﻼزﻣﺔ ﻟﻤﻮاﺟﮫﺔ اﻟﺘﺤﺪﻳﺎت ﻓﻲ اﻷﺳﻮاق اﻟﺪاﺧﻠﯿﺔ واﻟﺨﺎرﺟﯿﺔ. q اﻻﻋﺘﺮاف اﻟﻮﻃﻨﻲ ﺑﺎﻟﻤﺆﺳﺴﺎت اﻟﺮاﺋﺪة ﻓﻲ إدارة اﻟﺠﻮدة اﻟﺸﺎﻣﻠﺔوﺟﻌﻠﮫﺎ ﻗﺪوة ﻟﻐﯿﺮھﺎ ﻣﻦ اﻟﻤﺆﺳﺴﺎت. ١٣ ١٣ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﻧﻈﺎم ﻣﻨﺢ ﺟﻮاﺋﺰ اﻟﺠﻮدة ﻓﻲ اﻟﻌﺎﻟﻢ أوﻻً :ﺗﺒﻨﻲ أﺣﺪ اﻟﻨﻤﺎذج أو اﻟﻤﻌﺎﯾﯿﺮ اﻟﻌﺎﻟﻤﯿﺔ ﻟﻠﺘﻤﯿﺰ: ) ﻣﺜﻞ ﻧﻤﻮذج اﻟﺘﻤﯿﺰ ﻟﻠﻤﺆﺳﺴﺔ اﻷوروﺑﯿﺔ ﻹدارة اﻟﺠﻮدة،ﻣﻌﺎﻳﯿﺮ ﺑﻮﻟﺪرﻳﺞ ﻟﻠﺘﻤﯿﺰ ﻓﻲ اﻷداء ﻓﻲ اﻟﻮﻻﻳﺎت اﻟﻤﺘﺤﺪة اﻷﻣﺮﻳﻜﯿﺔ ﻣﻌﺎﻳﯿﺮ ﺟﺎﺋﺰة دﻣﯿﻨﻎ اﻟﯿﺎﺑﺎﻧﯿﺔ وﻏﯿﺮھﺎ (. ﺛﺎﻧﯿﺎً :اﻋﺘﻤﺎد ﻧﻈﺎم وآﻟﯿﺔ ﻟﻌﻤﻠﯿﺔ ﻣﻨﺢ اﻟﺠﺎﺋﺰة . ١٤ ١٤ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﻟﻤﺎذا اﻟﻨﻤﻮذج ؟ • • • • اﻟﻨﻤﻮذج أداة ﻟﻠﺘﻘﯿﯿﻢ اﻟﺬاﺗﻲ ﯾﺴﺘﺨﺪم ﻟﻘﯿﺎس ﻣﻮﻗﻊ اﻟﻤﺆﺳﺴﺔ اﻟﺤﺎﻟﻲ ﻓﻲ ﻃﺮﯾﻘﮭﺎ ﻧﺤﻮ اﻟﺘﻤﯿﺰ ،وﻣﺴﺎﻋﺪﺗﮭﺎ ﻋﻠﻰ ﻣﻌﺮﻓﺔ اﻟﻔﺠﻮات ﻟﺪﯾﮭﺎ، وﻣﻦ ﺛﻢ ﺗﺤﺮﯾﻀﮭﺎ ﻹﯾﺠﺎد اﻟﺤﻠﻮل ﻟﮭﺎ. ﻛﺄﺳﺎس ﻟﻨﻈﺎم ﺗﺤﺴﯿﻦ اﻟﺠﻮدة ﻓﻲ اﻟﻤﺆﺳﺴﺔ ﻛﺄﺳﺎس ﻟﺘﺤﺴﯿﻦ ﻧﺘﺎﺋﺞ اﻷﻋﻤﺎل ﻓﻲ اﻟﻤﺆﺳﺴﺔ ﻛﺒﻨﯿﺔ ﻟﻨﻈﺎم إدارة ﺷﺎﻣﻞ ﻟﻠﻤﺆﺳﺴﺔ ﻹﻋﺎدة ھﯿﻜﻠﺘﮭﺎ وﺗﺤﺪﯾﺚ اﻹدارة ﻓﯿﮭﺎ . ١٥ ١٥ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﻟﻤﺎذا ﻧﺤﺘﺎج إﻟﻰ آﻟﯿﺔ ﻟﻤﻨﺢ اﻟﺠﺎﺋﺰة؟ • • • • • ﺗﺤﺪﯾﺪ اﻟﻤﻤﺎرﺳﺎت اﻷﻓﻀﻞ اﻟﻤﻘﺒﻮﻟﺔ ﻋﺎﻟﻤﯿﺎً وﻣﺴﺎﻋﺪة اﻟﻤﺆﺳﺴﺎت اﻟﺴﻮرﯾﺔ ﻋﻠﻰ ﺗﻄﻮﯾﺮ ﻣﺴﺘﻮاھﺎ اﻹداري وﻣﻮاﻛﺒﺔ اﻟﺘﻄﻮرات اﻟﻌﺎﻟﻤﯿﺔ ﻓﻲ اﻹدارة ﺗﻘﺪﯾﻢ دﻟﯿﻞ ﻟﻠﺘﻤﯿّﺰ ﻗﺎﺑﻞ ﻟﻠﺘﻄﺒﯿﻖ ﻓﻲ ﺟﻤﯿﻊ اﻟﻤﺆﺳﺴﺎت ﺗﻄﻮﯾﺮ ﻗﺎﻋﺪة ﻣﻌﺮﻓﯿﺔ وﺑﯿﺌﺔ ﻣﻨﺎﺳﺒﺔ ﻟﺘﺒﺎدل اﻟﺨﺒﺮات ﺑﯿﻦ اﻟﻤﺆﺳﺴﺎت ﺗﺄھﯿﻞ ﻣﻘﯿﱢﻤﯿﻦ واﺳﺘﺸﺎرﯾﯿﻦ ﻓﻲ ﻣﻌﺎﯾﯿﺮ اﻟﺠﺎﺋﺰة إﻋﻄﺎء أﻣﺜﻠﺔ راﺋﺪة ﻋﻦ ﻧﺘﺎﺋﺞ ﺗﻄﺒﯿﻖ اﻟﻨﻤﻮذج وﺟﻌﻠﮭﺎ ﻇﺎھﺮة وﻣﻌﺮوﻓﺔ ﻟﻠﺠﻤﯿﻊ . ١٦ ١٦ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﻓﻮاﺋﺪ اﻟﺠﺎﺋﺰة ﺑﺎﻟﻨﺴﺒﺔ ﻟﻠﻤﺆﺳﺴﺔ • • • • ﺗﻤﻜﯿﻦ اﻟﻤﺆﺳﺴﺔ اﻟﻤﺘﻘﺪﻣﺔ ﻟﻠﺠﺎﺋﺰة ﻣﻦ ﺗﻘﯿﯿﻢ ﻣﺴﺘﻮى اﻟﺘﺰاﻣﮭﺎ ﺑﺎﻟﺠﻮدة . ﯾﺒﯿﻦ اﻟﺘﻘﯿﯿﻢ أﯾﻀﺎً ﻣﺪى ﺗﻌﻤﯿﻢ ھﺬا اﻻﻟﺘﺰام ﻋﻠﻰ ﻛﺎﻓﺔ اﻟﻤﺴﺘﻮﯾﺎت ﻓﻲ اﻟﻤﺆﺳﺴﺔ وﻋﻠﻰ ﻛﺎﻓﺔ أﻗﺴﺎﻣﮭﺎ وﻣﺨﺘﻠﻒ أﻧﺸﻄﺘﮭﺎ . اﻋﺘﺒﺎر اﻟﻤﺆﺳﺴﺔ اﻟﻔﺎﺋﺰة ﺑﺎﻟﺠﺎﺋﺰة ،اﻟﻤﺆﺳﺴﺔ اﻟﻮﻃﻨﯿﺔ اﻷوﻟﻰ ﻓﻲ اﻟﺠﻮدة واﻟﺘﻤﯿﺰ. ﺗﺤﺴﯿﻦ ﺳﻤﻌﺔ وأداء اﻟﻤﺆﺳﺴﺔ وﺑﺎﻟﺘﺎﻟﻲ اﻟﺘﻔﻮق ﻓﻲ ﻧﺘﺎﺋﺞ أﻋﻤﺎﻟﮭﺎ. اﻟﺠﺎﺋﺰة ﻣﺤﺮك ﻟﻺﺑﺪاع واﻟﺘﻐﯿﯿﺮ ﻓﻲ اﻟﻤﺆﺳﺴﺔ . ١٧ ١٧ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﻣﻔﻬﻮﻡ ﺍﻟﻨﻤﻮﺫﺝ اﻟﻨﻤﻮذج ھﻮ إﻃﺎر ﻋﻤﻞ ﻏﯿﺮ إﻟﺰاﻣﻲ ﻣﺆﻟﻒ ﻣﻦ ﺗﺴﻌﺔ ﻣﻌﺎﯾﯿﺮ ،ﺧﻤﺴﺔ ﻣﻨﮭﺎ ﺗﺴﻤﻰ )اﻟﻤﻤﻜﱢﻨﺎت( وھﻲ ﺗﺸﻤﻞ ﻣﺎذا ﺗﻌﻤﻞ اﻟﻤﺆﺳﺴﺔ .واﻟﻤﻌﺎﯾﯿﺮ اﻷرﺑﻌﺔ اﻷﺧﺮى ﺗﺴﻤﻰ ) اﻟﻨﺘﺎﺋﺞ ( وھﻲ ﺗﺸﻤﻞ ﻣﺎذا ﺗﺤﻘﻖ اﻟﻤﺆﺳﺴﺔ ﻣﻦ ﻧﺘﺎﺋﺞ. إن )اﻟﻨﺘﺎﺋﺞ( اﻟﺤﺎﺻﻠﺔ ھﻲ ﻧﺘﯿﺠﺔ )ﻟﻠﻤﻤﻜﻨﺎت( ،أﻣﺎ ) اﻟﻤﻤﻜﻨﺎت ( ﻓﺈﻧﮭﺎ ﺗﺘﺤﺴﻦ ﺑﺎﻹﻓﺎدة ﻣﻦ اﻟﺘﻐﺬﯾﺔ اﻟﺮاﺟﻌﺔ ﻣﻦ اﻟﻨﺘﺎﺋﺞ. ﻣﻊ أن اﻟﻨﻤﻮذج ﯾﻘﺮ ﺑﻮﺟﻮد ﻣﻘﺎرﺑﺎت ﻋﺪﯾﺪة ﻟﺘﺤﻘﯿﻖ اﻟﺘﻤﯿﺰ اﻟﻤﺴﺘﺪام ﻓﻲ ﻛﺎﻓﺔ أوﺟﮫ اﻷداء ،إﻻ أﻧﮫ ﯾﺮﺗﻜﺰ ﻋﻠﻰ اﻻﻓﺘﺮاض اﻷﺗﻲ :ﯾﺘﻢ اﻟﺤﺼﻮل ﻋﻠﻰ اﻟﻨﺘﺎﺋﺞ اﻟﻤﻤﯿﺰة ﺑﺎﻟﻨﺴﺒﺔ ﻟﻸداء واﻟﺰﺑﺎﺋﻦ واﻟﻌﺎﻣﻠﯿﻦ واﻟﻤﺠﺘﻤﻊ ،وذﻟﻚ ﻣﻦ ﺧﻼل ﻗﯿﺎدة ﻟﻠﻤﺆﺳﺴﺔ ﺗﻀﻊ ﺳﯿﺎﺳﺔ وإﺳﺘﺮاﺗﯿﺠﯿﺔ وﯾﺘﻢ ﺗﻨﻔﯿﺬھﺎ ﺑﻤﺸﺎرﻛﺔ اﻟﻌﺎﻣﻠﯿﻦ ،وﺑﺘﻄﻮﯾﺮ اﻟﺸﺮاﻛﺎت ﻣﻊ اﻟﻤﺆﺳﺴﺎت اﻷﺧﺮى ،وﺗﻮﻓﯿﺮ اﻟﻤﻮارد ١٨اﻟﻼزﻣﺔ ،وإدارة ﻛﺎﻓﺔ اﻟﻌﻤﻠﯿﺎت ﻓﯿﮭﺎ ﻓﻲ إﻃﺎر ﻧﻈﺎم ﺷﺎﻣﻞ ﻟﻠﻤﺆﺳﺴﺔ. ١٨ Strengthening Quality Management, Capabilities and Infrastructures in Syria ﺍ Project No. MED/2006/018-364 Programme funded by the European Union 2003 - EFQM ﳕﻮﺫﺝ ﺍﻟﺘﻤﻴﺰ eople eople anageme anageme nt nt eople eople atisfac atisfac tion tion ﺍﻟﻨﺘﺎﺋﺞ ﺍﳌﻤﻜﹼﻨﺎﺕ eadership eadership ﺍﻟﻌﺎﻣﻠﻮﻥ olicy olicy trateg trategy y ﺍﻟﻘﻴﺎﺩﺓ ﺍﻟﺴﻴﺎﺳﺔ ﻭﺍﻻﺳﺘﺮﺍﺗﻴﺠﻴﺔ ﺍﻟﻌﺎﻣﻠﲔustomer ﻧﺘﺎﺋﺞ rocesse ustomer rocesse s s ﺍﻟﻌﻤﻠﻴﺎﺕ atisfac atisfac tion tion ﻧﺘﺎﺋﺞ ﺍﻟﺰﺑﺎﺋﻦ ﻧﺘﺎﺋﺞ ﺍﻷﺩﺍﺀ ﺍﳌﻔﺘﺎﺣﻴﺔ mpact mpact on on society society esource esource s s ﺍﻟﺸﺮﺍﻛﺎﺕ ﻭﺍﳌﻮﺍﺭﺩ ﺘﻤﻊﻧﺘﺎﺋﺞ ﺍ ﺍﻻﺑﺘﻜﺎﺭ ﻭﺍﻟﺘﻌﻠﹼﻢ Copyright EFQM – European Foundation for Quality Management usines usiness s esults esults Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﻋﻤﻠﻴﺔ ﺍﳉﺎﺋﺰﺓ ﺍﻟﻠﺠﻨﺔ ﺍﻟﺘﻮﺟﻴﻬﻴﺔ ﻟﻠﺠﺎﺋﺰﺓ ﺍﻟﻠﺠﻨﺔ ﺍﻟﺘﻮﺟﻴﻬﻴﺔ ﻟﻠﺠﺎﺋﺰﺓ ﺍﳌﻘﻴﻤﻮﻥ ﻓﺮﻳﻖ ﺍﻟﺘﻘﻴﻴﻢ ﺍﺧﺘﻴﺎﺭ ﺍﳌﻘﻴﻤﲔ ﻭﺗﺪﺭﻳﺒﻬﻢ ﺗﻮﺯﻳﻊ ﻭﺛﺎﺋﻖ ﺍﻟﻄﻠﺒﺎﺕ ﻋﻠﻰ ﻓﺮﻕ ﺍﳌﻘﻴﻤﲔ • ﻧﻘﺎﻁ ﺍﻟﻘﻮﺓ • ﺍﻟﻨﻮﺍﺣﻲ ﺍﻟﱵ ﲢﺘﺎﺝ ﺇﱃ ﲢﺴﲔ • ﺍﻷﻣﻮﺭ ﺫﺍﺕ ﺍﻟﺼﻠﺔ ﺑﺎﻟﺰﻳﺎﺭﺍﺕ ﺍﳌﻴﺪﺍﻧﻴﺔ • ﻋﻼﻣﺎﺕ ﺍﻟﺘﻘﻴﻴﻢ اﺟﺘﻤﺎﻉ ﻟﻠﺘﻮﺍﻓﻖ ./.. ٢٠ ٢٠ Strengthening Quality Management, Capabilities and Infrastructures in Syria ﻋﻤﻠﯿﺔ اﻟﺠﺎﺋﺰة Project No. MED/2006/018-364 Programme funded by the European Union ﺯﻳﺎﺭﺓ ﻣﻴﺪﺍﻧﻴﺔ ﺍﻟﻠﺠﻨﺔ ﺍﻟﺘﻮﺟﻴﻬﻴﺔ ﻟﻠﺠﺎﺋﺰﺓ ﻧﻌﻢ ﺗﺴﻤﻴﺔ ﻓﺮﻕ ﺍﳌﻘﻴﻤﲔ ﻓﺮﻳﻖ ﺍﳌﻘﻴﻤﲔ ﻓﺮﻳﻖ ﺍﳌﻘﻴﻤﲔ ﺍﶈﻜﹼﻤﻮﻥ ﺍﺣﺘﻔﺎﻝ ﻭﻃﲏ ﺑﺘﺴﻠﻴﻢ ﺍﳉﺎﺋﺰﺓ ﻻ ./.. ﺗﻘﺮﻳﺮ ﺗﻐﺬﻳﺔ ﺭﺍﺟﻌﺔ ﺇﱃ ﺍﳌﺘﻘﺪﻡ ﻟﻠﺠﺎﺋﺰﺓ ﺧﻄﺔ ﺍﻟﺰﻳﺎﺭﺓ ﺍﳌﻴﺪﺍﻧﻴﺔ ﺍﻟﻘﻴﺎﻡ ﺑﺎﻟﺰﻳﺎﺭﺓ ﺍﳌﻴﺪﺍﻧﻴﺔ ﺭﺍﲝﻮ ﺍﳉﻮﺍﺋﺰ ﺭﺍﺑﺢ ﺍﳉﺎﺋﺰﺓ ﺍﻟﻜﱪﻯ ﺗﻘﺮﻳﺮ ﺗﻐﺬﻳﺔ ﺭﺍﺟﻌﺔ ﺇﱃ ﺍﳌﺘﻘﺪﻡ ﻟﻠﺠﺎﺋﺰﺓ ٢١ ٢١ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﺒﺭﻨﺎﻤﺞ ﺍﻟﺠﻭﺩﺓ ﻭﺍﻟﺠﺎﺌﺯﺓ ﻴﻌﺘﺒﺭ ﺘﺄﺴﻴﺱ ﺍﻟﺠﺎﺌﺯﺓ ﺍﻟﻭﻁﻨﻴﺔ ﻟﻠﺠﻭﺩﺓ ،ﺃﺤﺩ ﺍﻟﻤﻬﺎﻡ ﺍﻟﺭﺌﻴﺴﺔ ﻟﺒﺭﻨﺎﻤﺞ ﺩﻋﻡ ﺇﺩﺍﺭﺓ • ﺍﻟﺠﻭﺩﺓ ﻭﻗﺩﺭﺍﺘﻬﺎ ﻭﺒﻨﻴﺘﻬﺎ ﺍﻟﺘﺤﺘﻴﺔ ﻓﻲ ﺴﻭﺭﻴﺔ ،ﺍﻟﺫﻱ ﻴﺠﺭﻱ ﺘﻨﻔﻴﺫﻩ ﺒﺎﻟﺘﻌﺎﻭﻥ ﺒﻴﻥ ﺍﻹﺘﺤﺎﺩ ﺍﻷﻭﺭﻭﺒﻲ ﻭﺍﻟﺤﻜﻭﻤﺔ ﺍﻟﺴﻭﺭﻴﺔ ﻤﻤﺜﻠﺔ ﺒﻭﺯﺍﺭﺓ ﺍﻟﺼﻨﺎﻋﺔ. ﻴﻠﺤﻅ ﺍﻟﺒﺭﻨﺎﻤﺞ ﺘﺄﺴﻴﺱ ﻭﺇﻁﻼﻕ ﺍﻟﺠﺎﺌﺯﺓ ﻓﻲ ﺴﻭﺭﻴﺔ ﻭﺩﻋﻡ ﺍﻟﺠﻤﻌﻴﺔ ﺍﻟﻌﻠﻤﻴﺔ ﺍﻟﺴﻭﺭﻴﺔ ﻟﻠﺠﻭﺩﺓ ﻓﻲ ﻫﺫﺍ ﺍﻟﻤﺠﺎل . • ﻴﻌﺘﺒﺭ ﺍﻟﻤﺠﻠﺱ ﺍﻟﻭﻁﻨﻲ ﻟﻠﺠﻭﺩﺓ ﺍﻟﻤﻨﺘﻅﺭ ﺇﺼﺩﺍﺭ ﻤﺭﺴﻭﻡ ﺘﺄﺴﻴﺴﻪ ،ﻤﺴﺌﻭﻻﹰ ﻋﻥ ﺍﻟﺠﺎﺌﺯﺓ ﻭﺘﻁﻭﻴﺭﻫﺎ . • ﺘﺴﺎﻫﻡ ﺍﻟﺠﻤﻌﻴﺔ ﺍﻟﻌﻠﻤﻴﺔ ﺍﻟﺴﻭﺭﻴﺔ ﻟﻠﺠﻭﺩﺓ ﻓﻲ ﺃﻨﺸﻁﺔ ﺘﺄﺴﻴﺱ ﺍﻟﺠﺎﺌﺯﺓ ﻭﺇﻁﻼﻗﻬﺎ ﻭﺍﻟﺘﺭﻭﻴﺞ ﻟﻬﺎ ﺒﺎﻟﺘﻌﺎﻭﻥ ﻤﻊ ﺒﺭﻨﺎﻤﺞ ﺍﻟﺠﻭﺩﺓ ﻭﻴﻤﻜﻥ ﺃﻥ ﺘﻠﻌﺏ ﺩﻭﺭ ﺴﻜﺭﻴﺘﺎﺭﻴﺎ ﻟﻠﺠﺎﺌﺯﺓ ﺒﻌﺩ ﺍﻨﺘﻬﺎﺀ ﻓﺘﺭﺓ ﺒﺭﻨﺎﻤﺞ ﺍﻟﺠﻭﺩﺓ. ٢٢ ٢٢ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﺍﻟﺨﻁﺔ ﺍﻻﺴﺘﺭﺍﺘﻴﺠﻴﺔ -ﺍﻟﻤﺭﺍﺤل • • • • • • • ﻭﻀﻊ ﺍﻟﺨﻁﺔ ﺍﻻﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﻟﻠﺠﺎﺌﺯﺓ ﺘﻁﻭﻴﺭ ﻨﻤﻭﺫﺝ ﺍﻟﺠﺎﺌﺯﺓ ﻭﺍﻟﻤﻌﺭﻓﺔ ﺍﻟﻜﻴﻔﻴﺔ ﻭﻀﻊ ﺍﻟﻬﻴﻜل ﺍﻟﺘﻨﻅﻴﻤﻲ ﻟﻠﺠﺎﺌﺯﺓ ﺘﻁﻭﻴﺭ ﻫﻴﻜﻠﻴﺔ ﺇﻅﻬﺎﺭ ﺍﻟﺠﺎﺌﺯﺓ ﻭﺘﺴﻭﻴﻘﻬﺎ ﺘﻁﻭﻴﺭ ﺍﻟﻜﺘﻴﺒﺎﺕ ﻭﺍﻷﺩﻟﺔ ﺍﻹﺭﺸﺎﺩﻴﺔ ﺍﻟﺘﻁﺒﻴﻕ ﺍﻷﻭﻟﻲ ﻟﺩﻭﺭﺓ ﺍﻟﺠﺎﺌﺯﺓ ﺩﻋﻡ ﺍﻟﻤﺒﺎﺩﺭﺍﺕ ﺍﻟﻼﺯﻤﺔ ٢٣ ٢٣ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﺗﻄﺒﻴﻖ ﺍﻟـ - SNQAﺍﳉﺪﻭﻝ ﺍﻟﺰﻣﲏ • ﻭﺿﻊ ﺍﳋﻄﺔ ﺍﻻﺳﺘﺮﺍﺗﻴﺠﻴﺔ ﻟﻠﺠﺎﺋﺰﺓ ،ﺷﺒﺎﻁ ٢٠١٠ • ﺗﻄﻮﻳﺮ ﳕﻮﺫﺝ ﺍﳉﺎﺋﺰﺓ ﻭﺍﳌﻌﺮﻓﺔ ﺍﻟﻜﻴﻔﻴﺔ ،ﻧﻴﺴﺎﻥ -ﺃﻳﻠﻮﻝ ٢٠١٠ • ﺗﻄﻮﻳﺮ ﺑﻨﻴﺔ ﺍﳉﺎﺋﺰﺓ ،ﺣﺰﻳﺮﺍﻥ -ﺗﺸﺮﻳﻦ ﺍﻟﺜﺎﱐ ٢٠١٠ • ﺗﻄﻮﻳﺮ ﻫﻴﻜﻠﻴﺔ ﺇﻇﻬﺎﺭ ﺍﳉﺎﺋﺰﺓ ﻭﺗﺴﻮﻳﻘﻬﺎ ،ﺃﻳﻠﻮﻝ -ﺗﺸﺮﻳﻦ ﺍﻟﺜﺎﱐ ٢٠١٠ • ﺗﻄﻮﻳﺮ ﺍﻟﻜﺘﻴﺒﺎﺕ ﻭﺍﻷﺩﻟﺔ ﺍﻹﺭﺷﺎﺩﻳﺔ ،ﺗﺸﺮﻳﻦ ﺍﻷﻭﻝ -ﻛﺎﻧﻮﻥ ﺍﻷﻭﻝ ٢٠١٠ • ﺍﻟﺘﻄﺒﻴﻖ ﺍﻷﻭﱄ ﻟﺪﻭﺭﺓ ﺍﳉﺎﺋﺰﺓ ،ﻛﺎﻧﻮﻥ ﺍﻟﺜﺎﱐ -ﺗﺸﺮﻳﻦ ﺍﻟﺜﺎﱐ ٢٠١١ ٢٤ ٢٤ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﺍﻟﺘﻮﺍﺭﻳﺦ ﺍﳊﺮﺟﺔ ﺑﺎﻟﻨﺴﺒﺔ ﻟﻠﻤﺘﻘﺪﻣﲔ ﻟﻠﺠﺎﺋﺰﺓ • • • • • • • ﺍﻹﻋﻼﻥ ﻋﻦ ﺩﻭﺭﺓ ﺍﳉﺎﺋﺰﺓ ،ﺗﺸﺮﻳﻦ ﺍﻟﺜﺎﱐ ٢٠١٠ ﺍﺳﺘﻼﻡ ﻃﻠﺒﺎﺕ ﺍﻟﺘﻘﺪﻡ ﻟﻠﺠﺎﺋﺰﺓ ،ﺷﺒﺎﻁ ٢٠١١ ﺍﻹﻋﻼﻥ ﻭﺍﺧﺘﻴﺎﺭ ﺍﳌﻘﻴﻤﻴﻦ ،ﺷﺒﺎﻁ ٢٠١١ ﺗﺪﺭﻳﺐ ﺍﳌﻘﻴﻤﻴﻦ ،ﻧﻴﺴﺎﻥ ٢٠١١ ﺍﺳﺘﻼﻡ ﺍﻟﻮﺛﺎﺋﻖ ﺍﳌﻄﻠﻮﺑﺔ ﻣﻦ ﺍﳌﺘﻘﺪﻣﲔ ﻟﻠﺠﺎﺋﺰﺓ ،ﺣﺰﻳﺮﺍﻥ ٢٠١١ ﺍﺟﺘﻤﺎﻋﺎﺕ ﺍﻟﺘﻮﺍﻓﻖ ،ﲤﻮﺯ -ﺃﻳﻠﻮﻝ ٢٠١١ ﺯﻳﺎﺭﺓ ﻣﻮﺍﻗﻊ ﺍﳌﺘﻘﺪﻣﲔ ،ﺗﺸﺮﻳﻦ ﺍﻷﻭﻝ ٢٠١١ • ﺍﶈﻜﹼﻤﻮﻥ ﻭﻗﺮﺍﺭﺍﺕ ﺍﳌﻨﺢ ،ﺗﺸﺮﻳﻦ ﺍﻟﺜﺎﱐ ٢٠١١ • ﺍﻹﻋﻼﻥ ﻋﻦ ﺍﻟﻔﺎﺋﺰﻳﻦ ،ﺗﺸﺮﻳﻦ ﺍﻟﺜﺎﱐ ٢٠١١ ٢٥ ٢٥ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﺍﳌﻄﻠﻮﺏ ﻣﻦ ﺍﳌﺘﻘﺪﻣﲔ ﻟﻠﺠﺎﺋﺰﺓ • ﲢﺪﻳﺪ ﻣﻨﺎﻃﻖ ﺍﻟﺘﺤﺴﲔ ﻣﻘﺎﺭﻧﺔ ﻣﻊ ﺍﻟﻨﻤﻮﺫﺝ )ﺇﺟﺮﺍﺀ ﺗﻘﻴﻴﻢ ﺫﺍﰐ( • ﺍﻟﺘﺨﻄﻴﻂ ﻟﻠﺘﺤﺴﻴﻨﺎﺕ ﺍﻟﻼﺯﻣﺔ ﻭﺗﻄﺒﻴﻘﻬﺎ • ﺭﺑﻂ ﺍﻟﺘﺤﺴﻴﻨﺎﺕ ﻣﻊ ﺍﻟﻘﻴﺎﺳﺎﺕ • ﺍﻟﺒﺪﺀ ﺑﺈﻋﺪﺍﺩ ﻭﺛﺎﺋﻖ ﺍﻟﺘﻘﺪﻡ ﻟﻠﺠﺎﺋﺰﺓ ٢٦ ٢٦ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union اﻷﻋﻤﺎل اﻟﻤﻨﺠﺰة ﺣﺘﻰ ﺗﺎرﯾﺨﮫ • اﻟﺘﻌﺮﯾﻒ ﺑﺎﻟﺠﺎﺋﺰة ﻓﻲ اﻟﻨﺪوة اﻟﻮﻃﻨﯿﺔ ﻟﻠﺠﻮدة ﻓﻲ ٢٣ﺗﺸﺮﯾﻦ اﻟﺜﺎﻧﻲ 2009 • ﺗﻨﻈﯿﻢ ﺣﻠﻘﺔ ﺣﻮار ﺣﻮل اﻟﺠﺎﺋﺰة دﻋﻲ إﻟﯿﮭﺎ ﻋﺪد ﻣﻦ اﻟﻌﺎﻣﻠﯿﻦ ﻓﻲ ﻣﺠﺎل اﻹدارة واﻟﺠﻮدة وﻣﻤﺜﻠﻮ اﻟﺠﮭﺎت اﻟﻤﻌﻨﯿﺔ ﺑﺘﺎرﯾﺦ ٢٣ﺗﺸﺮﯾﻦ اﻟﺜﺎﻧﻲ .٢٠٠٩ زﯾﺎرة ﺑﻌﺾ اﻟﺸﺮﻛﺎت ﻟﻺﻃﻼع ﻋﻠﻰ ﻣﺴﺘﻮى اﻷداء اﻟﻌﺎم ﻓﻲ اﻟﻤﺆﺳﺴﺎت ﻓﻲ دﻣﺸﻖ ﺑﺎﻟﻤﻘﺎرﻧﺔ ﻣﻊ ﻧﻤﻮذج اﻟﺘﻤﯿﺰ)ﻣﺪار ،ﻛﺎﺑﻼت دﻣﺸﻖ ،ﺑﻨﻚ ﺑﯿﺒﻠﻮس ،ﺷﺮﻛﺔ اﺗﺼﺎﻻت ١٦-١٤ -ﺷﺒﺎط (٢٠١٠ ﺗﻨﻈﯿﻢ ورﺷﺔ ﻋﻤﻞ ﺑﺘﺎرﯾﺦ ١٨-١٧ﺷﺒﺎط ٢٠١٠ﻟﻠﺘﺪاول ﻓﻲ اﻟﻤﻮاﺿﯿﻊ اﻟﺤﺮﺟﺔ اﻟﻤﺘﻌﻠﻘﺔ ﺑﺎﻟﺠﺎﺋﺰة وﺗﻄﺒﯿﻘﮭﺎ ﻓﻲ ﺳﻮرﯾﺔ ،ﺣﻀﺮھﺎ اﻟﻤﻌﻨﯿﻮن ﻣﻦ اﻟﻘﻄﺎﻋﯿﻦ اﻟﻌﺎم واﻟﺨﺎص .ﻧﺘﺞ ﻋﻦ اﻟﻮرﺷﺔ اﻟﺼﻌﻮﺑﺎت اﻟﻤﺤﺘﻤﻠﺔ ﺑﺎﻟﻤﻘﺎرﻧﺔ ﻣﻊ ﻣﻌﺎﯾﯿﺮاﻟﻨﻤﻮذج واﻟﻤﻼﺣﻈﺎت اﻟﻤﻮﺻﻰ ﺑﺄﺧﺬھﺎ أﺛﻨﺎء وﺿﻊ اﻹﺳﺘﺮاﺗﯿﺠﯿﺔ. وﺿﻊ ﺧﻄﺔ اﺳﺘﺮاﺗﯿﺠﯿﺔ ﻟﻠﺠﺎﺋﺰة ﺷﺒﺎط .٢٠١٠ • • • ٢٧ ٢٧ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union اﻷﻋﻤﺎل اﻟﻤﻨﺠﺰة ﺣﺘﻰ ﺗﺎرﯾﺨﮫ )ﺗﺎﺑﻊ( • ﺗﻨﻈﯿﻢ ورﺷﺔ ﻋﻤﻞ ﻓﻲ ١٤ﺣﺰﯾﺮان ٢٠١٠ﺣﻮل ﻣﻌﺎﯾﯿﺮ اﻟﻨﻤﻮذج ﻟﻠﺠﺎﺋﺰة اﻟﻮﻃﻨﯿﺔ واﺧﺘﯿﺎر ﻧﻤﻮذج اﻟﺘﻤﯿﺰ اﻷوروﺑ EFQM 2003 • اﻟﻘﯿﺎم ﺑﺰﯾﺎرات ﻣﯿﺪاﻧﯿﺔ ﻟﺒﻌﺾ اﻟﺸﺮﻛﺎت اﻟﻤﺤﺘﻤﻞ زﯾﺎرﺗﮭﺎ ﻟﻺﻃﻼع ﻋﻠﻰ ﻧﻈﺎم اﻹدارة ﻓﯿﮭﺎ )اﻟﺤﺎﻓﻆ ،اﻟﻔﺎرس، ﯾﻮﻧﯿﻔﺎرﻣﺎ ،ﻛﺘﺎﻛﯿﺖ( وﺗﺪرﯾﺐ اﻟﻤﻘﯿﻤﯿﻦ وذﻟﻚ ﺧﻼل اﻟﻔﺘﺮة ٤-٣ﺗﻤﻮز .٢٠١٠ ﺗﻢ اﺧﺘﯿﺎر ﺛﻼث ﺷﺮﻛﺎت وﻓﻖ اﻟﻤﻌﺎﯾﯿﺮ اﻟﻤﻮﺿﻮﻋﺔ ﻟﻺﺧﺘﯿﺎر . • اﻟﺘﺤﻀﯿﺮ ﻟﻠﺪورة اﻟﺘﺪرﯾﺒﯿﺔ ﻟﻠﻤﻘﯿﻤﯿﻦ اﻟﺠﺪد ،ﻻﺧﺘﯿﺎر ﻣﺮﺷﺤﯿﻦ ﻣﻦ اﻟﻤﺆﺳﺴﺎت واﻟﺠﮭﺎت اﻟﻌﺎﻣﺔ واﻟﺨﺎﺻﺔ ﻹﻟﺤﺎﻗﮭﻢ ﺑﺪورة ﻣﻘﯿﱢﻢ وﺗﺄھﯿﻠﮭﻢ ﻟﻠﻘﯿﺎم ﺑﻌﻤﻠﯿﺔ ﺗﻘﯿﯿﻢ اﻟﻤﺆﺳﺴﺎت ﻻﺣﻘﺎً .ﺗﻤﺖ دراﺳﺔ اﻟﺴﯿﺮة اﻟﺬاﺗﯿﺔ ﻟﻠﻤﺘﻘﺪﻣﯿﻦ وﻓﻖ اﻟﺸﺮوط اﻟﻤﻮﺿﻮﻋﺔ ﻟﻠﺘﺮﺷﯿﺢ وإﺟﺮاء اﻟﻤﻘﺎﺑﻼت ﻟﮭﻢ ،وﺗﻮزﯾﻊ اﻟﻤﻮاد اﻟﺘﺪرﯾﺒﯿﺔ ﻟﻠﺪورة ﻋﻠﻰ اﻟﻤﻘﺒﻮﻟﯿﻦ. ﺗﻨﻈﯿﻢ ورﺷﺔ ﻋﻤﻞ ﻓﻲ ھﯿﺌﺔ اﻟﻤﻮاﺻﻔﺎت اﻟﺴﻮرﯾﺔ ﺑﺘﺎرﯾﺦ ٦ﺗﻤﻮز٢٠١٠ﻟﻠﻤﻘﯿﻤﯿﻦ اﻟﻤﺤﺘﻤﻠﯿﻦ اﻟﻤﺘﻮﻗﻊ ﻣﺸﺎرﻛﺘﮭﻢ ﻓﻲ اﻟﺰﯾﺎرات اﻟﻤﯿﺪاﻧﯿﺔ اﻟﻄﻠﯿﻌﯿﺔ ﻟﺒﻌﺾ اﻟﻤﺆﺳﺴﺎت اﻟﻤﺨﺘﺎرة. • ٢٨ ٢٨ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union اﻷﻋﻤﺎل اﻟﻤﻨﺠﺰة ﺣﺘﻰ ﺗﺎرﯾﺨﮫ )ﺗﺎﺑﻊ( • • • • • • ﺗﻨﻈﯿﻢ ورﺷﺔ ﻋﻤﻞ ﺗﻌﺮﯾﻔﯿﺔ ﺑﺎﻟﺠﺎﺋﺰة ﻟﻺدارة اﻟﻌﻠﯿﺎ ﻓﻲ اﻟﻤﺆﺳﺴﺎت ﺑﺘﺎرﯾﺦ ٦ﺗﻤﻮز .٢٠١٠ ﺗﻨﻈﯿﻢ دورة ﻟﻠﻤﻘﯿﻤﯿﻦ ﺷﺎرك ﻓﯿﮭﺎ ١٩ﻣﻨﺘﺴﺒﺎً ﻓﻲ اﻟﻔﺘﺮة ٥-٣آب .٢٠١٠ اﻟﻘﯿﺎم ﺑﺠﻮﻟﺔ ﺗﻌﺮﯾﻔﯿﺔ ﺑﺎﻟﺠﺎﺋﺰة ﻓﻲ ﻣﺤﺎﻓﻈﺎت ﺣﻤﺺ وﺣﻠﺐ واﻟﻼذﻗﯿﺔ ﺧﻼل اﻟﻔﺘﺮة ٨، ٧ ٩آب . ٢٠١٠ اﻟﺰﯾﺎرة اﻟﻤﯿﺪاﻧﯿﺔ اﻟﺘﺪرﯾﺒﯿﺔ اﻷوﻟﻰ ﻟﺸﺮﻛﺔ اﻟﺤﺎﻓﻆ ٢٦-٢٢آب ٢٠١٠ اﻟﺰﯾﺎرة اﻟﻤﯿﺪاﻧﯿﺔ اﻟﺘﺪرﯾﺒﯿﺔ اﻟﺜﺎﻧﯿﺔ ﻟﺸﺮﻛﺔ ﯾﻮﻧﯿﻔﺎرﻣﺎ ٣٠-٢٦أﯾﻠﻮل ٢٠١٠ اﻟﺘﻌﺮﯾﻒ ﺑﺎﻟﺠﺎﺋﺰة ﻓﻲ ﻣﺤﺎﻓﻈﺔ ﺣﻤﺺ وزﯾﺎرة ﺷﺮﻛﺔ اﻟﻤﺘﯿﻦ وﺷﺮﻛﺔ ﺣﺠﻮ ﻓﻲ ١٧ ﺗﺸﺮﯾﻦ اﻷول ٢٠١٠ ٢٩ ٢٩ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union اﻷﻋﻤﺎل اﻟﻤﻨﺠﺰة ﺣﺘﻰ ﺗﺎرﯾﺨﮫ )ﺗﺎﺑﻊ( • • • • • • • زﯾﺎرة ﺷﺮﻛﺔ ﻣﯿﺪﯾﻜﻮ واﻟﺴﯿﺪ ﻣﺤﺎﻓﻆ ﺣﻤﺺ ﻓﻲ ١٨ﺗﺸﺮﯾﻦ اﻷول .٢٠١٠ اﻟﺘﻌﺮﯾﻒ ﺑﺎﻟﺠﺎﺋﺰة ﻓﻲ ﻣﺤﺎﻓﻈﺔ ﺣﻠﺐ وزﯾﺎرة ﺷﺮﻛﺔ أﻟﻔﺎ وﺷﺮﻛﺔ ﻏﺰل اﻟﻌﻠﺒﻲ ﻓﻲ -١٨ ١٩ﺗﺸﺮﯾﻦ اﻷول ٢٠١٠ زﯾﺎرة ﺷﺮﻛﺔ ﻛﺎﺑﻼت ﺣﻠﺐ وﺷﺮﻛﺔ ﻏﺰل إدﻟﺐ ﻓﻲ ٢٠ﺗﺸﺮﯾﻦ اﻷول ٢٠١٠ زﯾﺎرة ﺷﺮﻛﺔ اﻟﺒﯿﻼﻧﻲ ﻟﻸﺟﮭﺰة اﻟﻤﻨﺰﻟﯿﺔ ﻓﻲ اﻟﻼذﻗﯿﺔ ٢٠ﺗﺸﺮﯾﻦ ٢٠١٠ زﯾﺎرة ﺷﺮﻛﺔ اﻟﺠﻮد ﻟﻸدوات اﻟﻤﻨﺰﻟﯿﺔ ﻓﻲ اﻟﻼذﻗﯿﺔ ﺑﺘﺎرﯾﺦ ٢١ﺗﺸﺮﯾﻦ اﻷول ٢٠١٠ اﻟﺰﯾﺎرة اﻟﻤﯿﺪاﻧﯿﺔ اﻟﺘﺪرﯾﺒﯿﺔ اﻟﺜﺎﻟﺜﺔ ﻟﺸﺮﻛﺔ ﻛﺘﺎﻛﯿﺖ ٢٧-٢٤ﺗﺸﺮﯾﻦ اﻷول . ٢٠١٠ ﺗﻨﻈﯿﻢ ورﺷﺔ ﻋﻤﻞ ﺗﻌﺮﯾﻔﯿﺔ ﺑﺎﻟﺠﺎﺋﺰة ﻟﻺدارة اﻟﻌﻠﯿﺎ ﻓﻲ ﻏﺮﻓﺔ ﺗﺠﺎرة دﻣﺸﻖ ﺑﺘﺎرﯾﺦ ٢٧ ﺗﺸﺮﯾﻦ اﻷول .٢٠١٠ ٣٠ ٣٠ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union اﻟﻤﺨﺮﺟﺎت • إﻧﺠﺎز اﻟﻤﺮﺣﺔ اﻟﺜﺎﻧﯿﺔ ﻣﻦ اﻟﺨﻄﺔ ”ﺗﻄﻮﯾﺮ اﻟﺠﺎﺋﺰة واﻟﻤﻌﺮﻓﺔ اﻟﻜﯿﻔﯿﺔ“ .اﻟﻤﺮاﺣﻞ ٣،٤،٥ﻗﯿﺪ اﻹﻧﺠﺎز. • ﻧﺘﺎﺋﺞ ﻋﻤﻠﯿﺔ اﻟﺘﻮﻋﯿﺔ ﻓﻲ اﻟﻤﺤﺎﻓﻈﺎت اﻷرﺑﻊ اﻟﺘﻲ ﺗﻤﺖ زﯾﺎرﺗﮭﺎ ﺗﻌﺘﺒﺮ ﻣﻘﺒﻮﻟﺔ .ھﻨﺎك اﻧﺪﻓﺎع ﻟﺪى اﻟﺠﮭﺎت اﻟﻤﻌﻨﯿﺔ ﻹﻧﺠﺎح ﻣﺸﺮوع اﻟﺠﺎﺋﺰة . • ﯾﻮﺟﺪ ﺣﺎﻟﯿﺎً ﻋﺪد ﻣﻦ اﻟﺸﺮﻛﺎت اﻟﺮاﻏﺒﺔ واﻟﺴﺎﻋﯿﺔ ﻟﻠﺘﻘﺪم ﻟﻠﺠﺎﺋﺰة. ٣١ ٣١ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union ﺍﻟﻌﻮﺍﻣﻞ ﺍﻷﺳﺎﺳﻴﺔ ﻟﺘﺄﺳﻴﺲ ﻭﺇﳒﺎﺡ ﺍﳉﺎﺋﺰﺓ • ﺗﺄﺳﻴﺲ ﺍﳉﺎﺋﺰﺓ ﳚﺐ ﺃﻥ ﻳﺘﻢ ﻭﻓﻖ ﻋﻤﻠﻴﺔ ﻣﺘﻴﻨﺔ ﻭﻣﻮﺛﻮﻗﺔ ﻭﺣﺴﻨﺔ ﺍﻟﺴﻤﻌﺔ ﺗﺘﻴﺢ ﻣﺎ ﻳﻠﻲ : – ﺍﻟﻌﻤﻠﻴﺔ ﳏﺴﻨﺔ ﻭﻣﻄﺒﻘﺔ ﺑﺸﻜﻞ ﻣﻨﻬﺠﻲ – ﺗﺘﻴﺢ ﺍﻟﻌﻤﻠﻴﺔ ﺗﻄﻮﻳﺮ ﺍﳌﻌﺮﻓﺔ ﻭﺍﳌﻘﻴﻤﲔ – ﺗﺸﺎﺭﻙ ﰲ ﻋﻤﻠﻴﺔ ﺍﳌﻨﺢ ﺷﺮﻛﺎﺕ ﻋﺪﻳﺪﺓ ﳐﺘﻠﻔﺔ • ﻣﺒﻨﻴﺔ ,ﻭﻓﻖ ﺇﻃﺎﺭ ﺩﻭﱄ ﻣﺜﺒﺖ ﻭﻣﻘﺒﻮﻝ – ﺍﺳﺘﺨﺪﺍﻡ ﳕﻮﺫﺝ ﺍﻟﺘﻤﻴﺰ EFQM • ﺗﺪﺍﺭ ﺑﻮﺍﺳﻄﺔ ﻧﻈﺎﻡ ﺷﻔﺎﻑ ﻭﻣﺴﺘﻘﻞ – ﻫﻴﺌﺔ ﲢﻜﻴﻢ ﻣﺴﺘﻘﻠﺔ ﺑﺸﻜﻞ ﻛﺎﻣﻞ – ﻣﻘﻴﻤﻮﻥ ﻣﺪﺭﺑﻮﻥ ﻭﻣﻘﻴﻤﻮﻥ ﻭﻣﻄﻮﺭﻭﻥ • ﺗﻄﻮﻳﺮ ﺍﳌﻌﺮﻓﺔ ٣٢ • ﺗﻄﻮﻳﺮ ﺍﻟﺒﲎ ﺍﻟﺪﺍﻋﻤﺔ ﻟﻠﺠﺎﺋﺰﺓ • ﺇﻇﻬﺎﺭ ﻣﺆﺳﺴﺎﺕ ﺍﻟﻘﺪﻭﺓ ﻭﺟﻌﻠﻬﺎ ﻣﻌﺮﻭﻓﺔ ﻟﻠﺠﻤﻴﻊ • ﺍﻟﻨﺸﺮ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union اﻟﺘﺤﺪﯾﺎت اﻟﻤﺤﺘﻤﻠﺔ • • • • • • • • • • • • • اﻟﺘﺄﺧﺮ ﻓﻲ إﺻﺪار ﻣﺸﺮوع اﻟﻤﺮﺳﻮم اﻟﺨﺎص ﺑﺎﻟﻤﺠﻠﺲ اﻟﻮﻃﻨﻲ ﻟﻠﺠﻮدة ﺗﺴﻤﯿﺔ اﻟﺠﺎﺋﺰة ﺗﺤﺪﯾﺪ ﻓﺌﺎت اﻟﺠﺎﺋﺰة ﺗﻤﻮﯾﻞ اﻟﺠﺎﺋﺰة ﺗﺤﺪﯾﺪ واﺧﺘﯿﺎر أﻋﻀﺎء ﻟﺠﻨﺔ اﻟﺘﻮﺟﯿﮫ ﻛﻔﺎءة واﺧﺘﯿﺎر اﻟﻤﻘﯿﻤﯿﻦ اﻟﻤﺤﺎﻓﻈﺔ ﻋﻠﻰ اﻟﺴﺮﯾﺔ واﻹﻟﺘﺰام . اﺣﺘﯿﺎﺟﺎت اﻟﺘﺪرﯾﺐ ﻟﻠﻤﻘﯿﻤﯿﻦ اﺣﺘﯿﺎﺟﺎت اﻟﺘﺪرﯾﺐ ﻟﻠﻤﺆﺳﺴﺎت )إﻋﺪاد اﻟﻮﺛﺎﺋﻖ اﻟﻼزﻣﺔ ﻟﻠﺘﻘﺪم ﻟﻠﺠﺎﺋﺰة ،ﻗﯿﺎس اﻟﻤﺴﺘﻮى ،اﻟﺘﺨﻄﯿﻂ اﻹﺳﺘﺮاﺗﯿﺠﻲ ،اﻟﻘﯿﺎدة ....اﻟﺦ ( اﻟﺘﺤﻔﻆ ﻣﻦ اﻟﺘﻘﺪم إﻟﻰ اﻟﺠﺎﺋﺰة ﻣﺪى ﻗﺒﻮل اﻟﻤﺠﺘﻤﻊ ﻟﻠﺠﻨﺔ اﻟﺘﺤﻜﯿﻢ واﻟﻔﺎﺋﺰﯾﻦ. ﻋﺪم وﺟﻮد اﻟﺸﻔﺎﻓﯿﺔ اﻟﻜﺎﻓﯿﺔ ﻟﺪى إدارة اﻟﺸﺮﻛﺎت ﻹﻋﻄﺎء اﻟﻤﻌﻠﻮﻣﺎت اﻟﺤﺎﺟﺔ إﻟﻰ ﻣﺰﯾﺪ ﻣﻦ اﻟﺘﻮﻋﯿﺔ واﻟﺘﺴﻮﯾﻖ واﻟﺘﺮوﯾﺞ ﻟﻠﺠﺎﺋﺰة ).ﻣﻘﺘﺒﺴﺔ ﻣﻦ ﻧﺘﺎﺋﺞ ورﺷﺔ اﻟﻌﻤﻞ ﺑﺘﺎرﯾﺦ ١٨-١٧ﺷﺒﺎط (٢٠١٠ ٣٣ ٣٣ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union اﻟﻤﻘﺘﺮﺣﺎت اﻟﻌﺎﻣﺔ • • • • • زﯾﺎدة اﻟﺘﻮﻋﯿﺔ واﻟﺘﺪرﯾﺐ ﺣﻮل اﻟﺠﺎﺋﺰة. إﻟﺘﺰام ودﻋﻢ أﻛﺒﺮ ﻣﻦ ﻗﺒﻞ اﻟﺤﻜﻮﻣﺔ . ﺗﺤﺴﯿﻦ ﺟﻮدة اﻟﺤﯿﺎة ﻓﻲ اﻟﻤﺠﺘﻤﻊ ﺗﻄﺒﯿﻖ اﻷﻧﻈﻤﺔ اﻟﻤﺘﻜﺎﻣﻠﺔ ﻓﻲ اﻟﻤﺆﺳﺴﺎت دﻋﻢ اﻟﻤﺆﺳﺴﺎت ﻏﯿﺮ اﻟﺤﻜﻮﻣﯿﺔ • ﺗﻄﻮﯾﺮ ﻋﻤﻠﯿﺎت اﻟﺘﺤﻔﯿﺰ ﻟﻠﺘﺮوﯾﺞ ﻟﻠﺠﺎﺋﺰة ).). ﻣﻘﺘﺒﺴﺔ ﻣﻦ ﻧﺘﺎﺋﺞ ورﺷﺔ اﻟﻌﻤﻞ ﺑﺘﺎرﯾﺦ ١٨-١٧ﺷﺒﺎط (٢٠١٠ ٣٤ ٣٤ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union اﻟﻨﺘﺎﺋﺞ واﻟﺘﻮﺻﯿﺎت • • • • • • • • • • وﺿﻌﺖ اﻟﻨﺘﺎﺋﺞ واﻟﺘﻮﺻﯿﺎت اﻵﺗﯿﺔ ﺑﻨﺎء ﻋﻠﻰ ﺗﻨﻔﯿﺬ اﻟﻤﺮﺣﻠﺔ١و ٢ﻣﻦ اﻟﺨﻄﺔ اﻹﺳﺘﺮاﺗﯿﺠﯿﺔ: ﻣﺮاﺟﻌﺔ اﻟﺨﻄﺔ اﻹﺳﺘﺮاﺗﯿﺠﯿﺔ اﻟﻤﻮﺿﻮﻋﺔ. ﻣﺮاﺟﻌﺔ ﻋﻤﻠﯿﺔ اﻟﺘﻮﻋﯿﺔ ﺑﺎﻟﺘﻮﺟﮫ ﻧﺤﻮ اﻟﻘﻄﺎﻋﺎت واﻟﻤﺆﺳﺴﺎت. ﻣﺮاﺟﻌﺔ دور اﻟﺤﻜﻮﻣﺔ ،اﻟﻤﺠﻠﺲ اﻟﻮﻃﻨﻲ ﻟﻠﺠﻮدة و اﻟﻠﺠﻨﺔ اﻟﺘﻮﺟﯿﮭﯿﺔ واﻟﻔﺮﯾﻖ اﻻﺳﺘﺸﺎري وﻓﺮﯾﻖ اﻟﻌﻤﻞ واﻟﺠﻤﻌﯿﺔ ﻓﻲ ﻋﻤﻠﯿﺔ ﺗﺄﺳﯿﺲ اﻟﺠﺎﺋﺰة وﺗﻄﺒﯿﻘﮭﺎ . ﻣﺮاﺟﻌﺔ اﻟﺒﺪاﺋﻞ ﻓﻲ ﺣﺎل اﻟﺘﺄﺧﺮ ﻓﻲ إﺻﺪار ﻣﺸﺮوع ﻣﺮﺳﻮم اﻟﻤﺠﻠﺲ اﻟﻮﻃﻨﻲ ﻟﻠﺠﻮدة. ﻣﺮاﺟﻌﺔ ﻓﺌﺎت اﻟﺠﺎﺋﺰة ودورات اﻟﻤﻘﯿﻤﯿﻦ وﻣﻜﺎن إﻗﺎﻣﺘﮭﺎ وﻟﻐﺔ اﻟﺪورة . ﻣﺮاﺟﻌﺔ اﻟﺪﻋﻢ اﻟﻼزم ﻟﻠﺸﺮﻛﺎت ﻟﻠﺘﻘﺪم ﻟﻠﺠﺎﺋﺰة . ﻣﺮاﺟﻌﺔ ﻛﻔﺎءة اﻟﻤﻘﯿﻤﯿﻦ ﺑﻨﺎء ﻋﻠﻰ ﻧﺘﺎﺋﺞ اﻟﺪورة وﻣﺸﺎرﻛﺘﮭﻢ ﻓﻲ اﻟﺰﯾﺎرات اﻟﻤﯿﺪاﻧﯿﺔ . إﻗﺎﻣﺔ دورة ﻣﻘﯿﻢ ﻟﻠﺠﺎﺋﺰة ﻓﻲ ﺣﻠﺐ وأﺧﺮى ﻓﻲ ﺣﻤﺺ ﻓﻲ ﻣﻄﻠﻊ اﻟﻌﺎم اﻟﻘﺎدم ﺗﻮﺟﮫ إﺣﺪاھﺎ ﻧﺤﻮ اﻟﻤﻨﺸﺂت اﻟﺼﻐﯿﺮة واﻟﻤﺘﻮﺳﻄﺔ ﺑﺎﻟﻠﻐﺔ اﻟﻌﺮﺑﯿﺔ. ﺗﻮﻓﯿﺮ ﻣﻜﺘﺒﺔ ﺧﺎﺻﺔ ﺑﺎﻟﺠﺎﺋﺰة دﻋﻢ اﻟﻤﺘﻘﺪﻣﯿﻦ اﻟﻤﺤﺘﻤﻠﯿﻦ ﻟﻠﺠﺎﺋﺰة ﺑﺘﻮﻓﯿﺮ اﻟﺘﺪرﯾﺐ اﻟﻤﻨﺎﺳﺐ ﻟﮭﻢ . ٣٥ ٣٥ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union اﻟﺨﻼﺻﺔ • • • • ھﻨﺎك دﻋﻢ ﻣﻘﺒﻮل ﻣﻦ ﻣﺨﺘﻠﻒ اﻟﺠﮭﺎت اﻟﻤﻌﻨﯿﺔ ﻟﻤﺸﺮوع اﻟﺠﺎﺋﺰة اﻟﻮﻃﻨﯿﺔ ﻟﻠﺠﻮدة .ﻟﻘﺪ ﺗﻢ ﻟﺤﻆ ذﻟﻚ ﻣﻦ ﺧﻼل اﻟﺰﯾﺎرات اﻟﺘﻲ ﻗﻤﻨﺎ ﺑﮭﺎ ﻟﻤﻤﺜﻠﻲ اﻟﻘﻄﺎﻋﯿﻦ اﻟﻌﺎم واﻟﺨﺎص. إن ﺗﺄﺳﯿﺲ اﻟﺠﺎﺋﺰة ﯾﺠﺐ أن ﯾﺒﻨﻰ وﻓﻖ ﻣﺒﺎدئ اﻟﺤﻮﻛﻤﺔ اﻟﺠﯿﺪة ،ﺑﻤﺎ ﯾﺴﺎﻋﺪ ﻋﻠﻰ إﯾﺠﺎد ﺷﺮﻛﺎت راﺋﺪة ﻓﻲ اﻟﺘﻤﯿﺰ ﺗﻌﺘﺒﺮ ﻧﻤﻮذﺟﺎً ﯾﻘﺘﺪى ﺑﮫ ﻣﻦ ﻗﺒﻞ اﻟﺸﺮﻛﺎت اﻷﺧﺮى . ﻟﻘﺪ دﻟﺖ ﻧﺘﺎﺋﺞ اﻟﺰﯾﺎرات اﻟﺘﻲ ﻗﻤﻨﺎ ﺑﮭﺎ ﻟﺒﻌﺾ اﻟﺸﺮﻛﺎت ﻓﻲ ﻋﺪد ﻣﻦ اﻟﻤﺤﺎﻓﻈﺎت أﻧﮫ ﺑﺎﺳﺘﻄﺎﻋﺔ ھﺬه اﻟﺸﺮﻛﺎت أن ﺗﺒﻨﻲ ﻧﻈﺎم إدارة اﻟﺠﻮدة اﻟﺸﺎﻣﻠﺔ ﻟﺪﯾﮭﺎ وﻓﻖ ﻣﻌﺎﯾﯿﺮ ﻧﻤﻮذج اﻟﺘﻤﯿﺰ ﻓﯿﻤﺎ ﻟﻮ اﻟﺘﺰﻣﺖ إداراﺗﮭﺎ اﻟﻌﻠﯿﺎ ﺑﺎﻟﻤﻔﺎھﯿﻢ اﻷﺳﺎﺳﯿﺔ ﻟﻠﺘﻤﯿﺰ اﻟﻤﺒﻨﻲ ﻋﻠﯿﮭﺎ اﻟﻨﻤﻮذج. إن اﻟﻤﺸﻮار ﻧﺤﻮ اﻟﺘﻤﯿﺰ ﻻﻧﮭﺎﯾﺔ ﻟﮫ وھﻮ ﻋﻤﻠﯿﺔ ﺗﻄﻮرﯾﺔ وﺗﺤﺘﺎج إﻟﻰ ﻣﻌﺮﻓﺔ و ﻗﻨﺎﻋﺔ واﻟﺘﺰام ﻣﻦ ﻗﺒﻞ اﻹدارة اﻟﻌﻠﯿﺎ ﻓﻲ ﻣﺆﺳﺴﺎﺗﻨﺎ. ٣٦ ٣٦ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union )ﺳﺄزودﻛﻢ ﺑﻜﻞ ﻣﺎ أﺳﺘﻄﯿﻊ ﻣﻦ ﻣﻌﻠﻮﻣﺎت وﻟﻜﻦ إذا ﻟﻢ ﺗﻠﺘﺰﻣﻮا ﺑﮭﺎ ﻓﺈن ﻛﻞ ھﺬه اﻟﺠﮭﻮد اﻟﺘﻲ ﻧﺒﺬﻟﮭﺎ ھﻲ (ﻣﻀﯿﻌﺔ ﻟﻠﻮﻗﺖ Deming 1950 ٣٧ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union اﻟﺠﻮدة ھﻲ رﺣﻠﺔ ﻻ ﻧﮭﺎﯾﺔ ﻟﮭﺎ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union وﺷﻜﺮاً ﻻﺳﺘﻤﺎﻋﻜﻢ ٣٩ ٣٩ Strengthening Quality Management, Capabilities and Infrastructures in Syria Project No. MED/2006/018-364 Programme funded by the European Union References: v Presentation at the SNQA Model Workshop, Damascus Hakan Kilitcioglu Senior Expert No 1 /Quality program -Syria President, MEQA – Middle East Quality Association Partner, ARGE Consulting Managing Partner, Solution Partners Consultancy Services 6July 2010 v Report on the Syrian National Quality award ( purpose, strategy strategy and progress). July 2010 Georges Ghadban •National Expert / Quality ProgramProgram-Syria vThe Fundamental Concept of Excellence ( EFQM Publications) vIntroduction of TQM . H.Yamaguchi 1997 (HIAST) vH.LAL,CEO,FICCI Quality Foru 1- What Is Total Quality Control? The Japanese Way by Kaori Ishikawa ٤٠ ٤٠
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