customer satisfaction tata motors

8/9/2019 Customer Satisfaction Tata Motors

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jiir btfzc+ Fr ~`} rhc ~itab‖} jft}r n`}iafkc%|i~ctcb zchfmac+ ]czctà vc`t

a`rct! E`tms} ~`} `dac ri bc}fnk ` zchfmac rh`r dtfcjav t`k `r 0< e|h rh`r

}iec hf}ritf`k} mik}fbct ~`} rhc jitctskkct ij rhc eibctk `srieidfac+

08>= ” Ncitnc Dt`vrik! `k @ectfm`k cknfkcct! bczcai|cb `k sk}smmc}}jsa

r~i%}rtigc gcti}ckc cknfkc (fr s}cb r~i cxrctkà |se|fkn mvafkbct}&+

Hi~czct! fr ~`} mik}fbctcb rh`r jft}r }`jc `kb |t`mrfmà ifa cknfkc+

08:: ” Ncte`k cknfkcct}! Csnck A`knck `kb Kfgia s} @sns}r Irri

fe|tizcb ik Ackift‖} `kb bc Timh`}‖ bc}fnk} `kb fkzckrcb ` eitc cjjfmfckr

n`} cknfkc+

08>: ” Kfgia`s} @sns}r Irri fkzckrcb `kb a`rct |`rckrcb ` }smmc}}jsa jist

}rtigc cknfkc! gki~k `} rhc ‑Irri Mvmac―+

08>: ” Rhc jft}r }smmc}}jsa r~i%}rtigc cknfkc ~`} fkzckrcb dv ]ft Bisnàb

Mactg+

088= ” Jtckmh cknfkcct! Cbis`tb Bcaè`tc ” Bcdisrczfaac! dsfar ` }fknac%

mvafkbct jist%}rtigc cknfkc rh`r t`k ik }rizc n`}+ Fr f} kir mctr`fk fj hc bfb

fkbccb dsfab ` m`t! hi~czct! Bcaè`tc%Bcdisrczfaac‖} bc}fnk} ~ctc zctv

`bz`kmc} jit rhc rfec ” `hc`b ij dirh B`feact `kb Dck fk }iec ~`v} `r

ac`}r ik |`|ct+

0883 ” Nirrafcd B`feact fkzckrcb ~h`r f} ijrck tcminkfcb `} rhc |tirirv|c

ij rhc eibctk n`} cknfkc ” ~frh ` zctrfmà mvafkbct! `kb ~frh n`}iafkc



fkocmrcb rhtisnh ` m`tdstcrit (|`rckrcb fk 088>&+ B`feact jft}r dsfar ` r~i%

~hccacb zchfmac rhc ‑Tcfr~`nck― (Tfbfkn M`ttf`nc& ~frh rhf} cknfkc `kb `

vc`t a`rct dsfar rhc ~itab‖} jft}r jist%~hccacb eirit zchfmac+

088: ” Ik O`ks`tv 46! G`ta Dck tcmcfzcb rhc jft}r |`rckr (BT\ Ki+ =>2=3&

jit ` n`}%jscacb m`t+

0886 ” B`feact dsfar `k fe|tizcb jist%}rtigc cknfkc ~frh es}htiie%

}h`|cb zàzc} `kb r~i Z%}a`kr mvafkbct}+

086< ” ^fahcae E`vd`mh dsfar rhc jft}r jist ” mvafkbct! jist ” }rtigc

cknfkc+

Cknfkc bc}fnk `kb m`t bc}fnk ~ctc fkrcntà `mrfzfrfc}! àei}r àa ij rhc

cknfkc bc}fnkct} eckrfikcb `dizc à}i bc}fnkcb m`t}! `kb ` jc~ ~ckr ik ri

dcmiec eòit e`ksj`mrstc} ij `srieidfac}+ @aa ij rhc}c fkzckrit} `kb eitc

e`bc kir`dac fe|tizceckr} fk rhc bc}fnk ij rhc fkrctkà mieds}rfik zchfmac}+

Rhc Fe|itr`kmc ij Kfmia`s} Irri

Ikc ij rhc ei}r fe|itr`kr a`kbe`tg} fk cknfkc bc}fnk miec} jtie

kfmia`s} @sns}r Irri ~hi fk 08>: fkzckrcb `k cjjcmrfzc n`} eirit cknfkc+ Irri

dsfar rhc jft}r |t`mrfm a jist%}rtigc fkrctkà mieds}rfik cknfkc màacb rhc ‑Irri

Mvmac Cknfkc― `kb `} }iik `} hc h`b mie|acrcb hf} cknfkc! hc dsfar fr fkri `

eiritmvmac Irri‖} mikrtfdsrfik} ~ctc zctv hf}ritfmàav }fnkfjfm`kr! fr ~`} hf}

jist%}rtigc cknfkc rh`r ~`} skfzct}àav `bi|rcb jit àa afpsfb%jscacb

`srieidfac} nifkn jit~`tb+



Rhc Fe|itr`kmc ij G`ta Dck

Fk 0883! Ncte`k ecmh`kfmà cknfkcct! G`ta Dck bc}fnkcb `kb dsfar rhc

~itab‖} jft}r |t`mrfmà `srieidfac ri dc |i~ctcb dv `k fkrctkà%mieds}rfik

cknfkc+ Ik O`ks`tv 46! 088:! Dck tcmcfzcb rhc jft}r |`rckr (BT\ Ki+ =>2=3&

jit ` n`}%jscacb m`t+ Fr ~`} ` rhtcc%~hccact! Dck dsfar hf} jft}r jist%~hccact m`t

fk 0860+ Dck * Mfc+! rhc mie|`kv }r`trcb dv rhc fkzckrit! dcmèc rhc ~itab‖}

a`tnc}r e`ksj`mrstc ij `srieidfac} dv 06<<+ Dck ~`} rhc jft}r fkzckrit ri

fkrcnt rc `k fkrctkà mieds}rfik cknfkc ~frh ` mh`}}f} ” bc}fnkfkn dirh

rincrhct+

Rhc Fe|itr`kmc ij Nirrafcd B`feact

Fk 0883! Nirrafcd B`feact (rincrhct ~frh hf} bc}fnk |`trkct ^fahcae

E`vd`mh& riig Irri‖} fkrctkà mieds}rfik cknfkc ` }rc| jstrhct `kb |`rckrcb

~h r f} nckct aav tcminkfcb `} rhc |tirirv|c ij rhc eibctk n`} cknfkc+

B`feact‖} mikkcmrfik ri Irri ~`} ` bftcmr ikc7 B`feact ~itgcb `} rcmhkfmà

bftcmrit ij Bcsr N`}eiritckj`dtfg! ~hfmh Kfgia`s} Irri Mi%i~kcb fk 08>4+

Rhctc f} }iec mikrtizct}v `} ri ~hi dsfar rhc jft}r eiritmvmac Irri it B`feact+

Rhc 0883 B`feact%E`vd`mh cknfkc ~`} }eàa! afnhr~cfnhr! j`}r! s}cb `

n`}iafkc%fkocmrcb m`tdstcrit! `kb h`b ` zctrfmà mvafkbct+ Rhc }fc! }|ccb! `kb

cjjfmfckmv ij rhc cknfkc àai~cb jit ` tcziasrfik fk m`t bc}fnk+ Ik E`tmh 8!

088:! B`feact riig ` }r`ncmi`mh `kb `b`|rcb fr ri hiab hf} cknfkc! rhctcdv



bc}fnkfkn rhc ~itab‖} jft}r%~hccacb `srieidfac+ B`feact f} mik}fbctcb rhc

jft}r fkzckrit ri h`zc fkzckrcb ` |t`mrfmà fkrctkà%mieds}rfik cknfkc+

Fk 0886! B`feact fkzckrcb ` Z%}a`krcb r~i mvafkbct}! jist%}rtigc cknfkc

~frh es}htiie%}h`|cb zàzc}+ Os}r afgc Irri‖} 08>: cknfkc! B`feact‖} kc~

cknfkc }cr rhc d`}f} jit àa m`t cknfkc} nifkn jit~`tb+ @a}i fk 0886! B`feact

`kb E`vd`mh dsfar rhcft jft}r `srieidfac jtie rhc ntiskb s|7 rhcv bfb kir `b`|r

`kirhct |st|i}c zchfmac `} rhcv h`b à~`v} dcck bikc |tczfis}av+ Rhc kc~

B`feact `srieidfac h`} ` jist%}|ccb rt`k}ef}}fik `kb idr`fkcb }|ccb} ij 0<

e|h+

B`feact jiskbcb rhc B`feact Eiritck%Nc}caa}mh`jr fk 086< ri

e`ksj`mrstc hf} bc}fnk}+ Caczck vc`t} a`rct! ^fahcae E`vd`mh bc}fnkcb rhc

Ectmcbc} `srieidfac+

Fj ]fcnjtfcb E`tms} dsfar hf} }cmikb m`t fk 08>3 `kb fr ~`} `} ma`fecb! fr

~isab h`zc dcck rhc jft}r zchfmac |i~ctcb dv ` jist%mvmac cknfkc `kb rhc jft}r

ri s}c n`}iafkc `} ` jsca! rhc jft}r h`zfkn ` m`tdstcrit jit ` n`}iafkc cknfkc `kb

rhc jft}r h`zfkn ` e`nkcri fnkfrfik+ Hi~czct! rhc ikav cxf}rfkn czfbckmc

fkbfm`rc} rh`r rhc zchfmac ~`} dsfar mftm` 0888)86 ” rii a`rc ri dc jft}r+

Dv rhc c`tav 066<}! n`}iafkc m`t} }r`trcb ri isr}caa àa irhct rv|c} ij

eirit zchfmac}+ Rhc e`tgcr ~`} nti~fkn jit cmikiefmà `srieidfac} `kb rhc

kccb jit fkbs}rtfà |tibsmrfik ~`} |tc}}fkn+



Rhc jft}r m`t e`ksj mrstc} fk rhc ~itab ~ctc Jtckmh ? \`kh`tb *

Acz`}}it (0886& `kb \csncir (0860&+ Dv m`t e`ksj`mrstct ~c ec`k dsfabct} ij

ckrftc eirit zchfmac} jit }àc `kb kir os}r cknfkc fkzckrit} ~hi cx|ctfeckrcb

~frh m`t bc}fnk ri rc}r rhcft cknfkc} ” B`feact `kb Dck dcn`k `} rhc a`rrct

dcjitc dcmiefkn jsaa m`t e`ksj`mrstct} `kb e`bc rhcft c`tav eikcv dv

afmck}fkn rhcft |`rckr} `kb }caafkn rhcft cknfkc} ri m`t e`ksj`mrstct}+

Tckc \`kh`tb kb Cefac Acz`}}it

Tckc \`kh`tb `kb Cefac Acz`}}it ~ctc |`trkct} fk ` ~iib~itgfkn

e`mhfkctv ds}fkc}}! ~hck rhcv bcmfbcb ri dcmiec m`t e`ksj`mrstc}+ Rhcv

dsfar rhcft jft}r m`t fk 086< s}fkn ` B`feact cknfkc+ Cbis`tb ]`t`fk! ~hi hcab

rhc afmck}c tfnhr} ri rhc B`feact |`rckr jit Jt`kmc! mieef}}fikcb rhc rcè+

(Afmck}fkn ` |`rckr ec`k} rh`r vis |`v ` jcc `kb rhck vis h`zc rhc tfnhr ri

dsfab `kb s}c }iecikc‖} fkzckrfik jit |tijfr ” fk rhf} m`}c ]`t`fk h`b rhc tfnhr

ri dsfab `kb }caa B`feact cknfkc} fk Jt kmc&+ Rhc |`trkct} kir ikav

e`ksj`mrstcb m`t}! rhcv e`bc fe|tizceckr} ri rhc `srieirfzc dibv bc}fnk+

\`kh`tb%Acz`}}it e`bc zchfmac} ~frh ` |cbà%i|ct`rcb masrmh! ` mh`fk

rt`k}ef}}fik ac`bfkn ri ` mh`knc%}|ccb nc`tdix! `kb ` jtikr t`bf`rit+ Acz`}}it

~`} rhc jft}r bc}fnkct ri eizc rhc cknfkc ri rhc jtikr ij rhc m`t `kb s}c ` tc`t%

~hcca btfzc a`visr+ Rhf} bc}fnk ~`} gki~k `} rhc ]v}rcec \`kh`tb `kb

psfmgav dcmèc rhc }r`kb`tb jit àa m`t} dcm`s}c fr n`zc ` dcrrct dà`kmc `kb



fe|tizcb }rtcctfkn+ \`kh`tb `kb Acz`}}it `tc à}i mtcbfrcb ~frh rhc fkzckrfik

ij rhc eibctk rt`k}ef}}fik ” fk}ràacb fk rhcft 0863 \`kh`tb+

\`kh`tb `kb Acz`}}it à}i }h`tcb rhc afmck}fkn tfnhr} ri B`feact eirit}

~frh @te`kb \csnir+ @ |csnir m`t ~ckr ik ri ~fk rhc jft}r m`t t`mc hcab fk

Jt`kmc! ~hfmh n`fkcb \csnir |sdafmfrv `kb dii}rcb m`t }àc}+ Ftikfmàav! rhc

‑\`tf} ri E`t}cfaac― t`mc ij 086> tc}sarcb fk ` j`rà `sri `mmfbckr! Gfaafkn Cefac

Acz`}}it+

C`tav ik! Jtckmh e`ksj`mrstc} bfb kir }r`kb`tbfc m`t eibca} ” c`mh m`t

~`} bfjjctckr jtie rhc irhct+ Rhc jft}r }r`kb`tbfcb m`t ~`} rhc 0862! Dck

Zcai+ Ikc hskbtcb `kb rhftrv jist fbckrfmà Zcai} ~ctc e`ksj`mrstcb fk 0863+

Mh`tac} kb Jt`kg Bstvc`

@ectfm`‖} jft}r n`}iafkc%|i~ctcb mieectmfà m`t e`ksj mrstct ~ctc

Mh`tac} `kb Jt`kg Bstvc`+ Rhc dtirhct} ~ctc dfmvac e`gc} ~hi dcmèc

fkrctc}rcb fk n`}iafkc cknfkc} `kb `srieidfac} `kb dsfar rhcft jft}r eirit

zchfmac fk 086=! fk ]|tfknjfcab! E`}}`mhs}crr+ Dv 086:! rhc Bstvc` Eirit

^`nik Mie|`kv h`b }iab rhftrcck eibca} ij rhc Bstvc ! `k cx|ck}fzc

afeis}fkc! ~hfmh tce`fkcb fk |tibsmrfik fkri rhc 064<}+

T`}}iec Caf Iab}

Rhc jft}r `srieidfac ri dc e`}}%|tibsmcb fk rhc Skfrcb ]r`rc} ~`} rhc

06<0! Mstzcb B`}h Iab}eidfac! dsfar dv rhc @ectfm`k m`t e`ksj mrstct

T`k}iec Caf Iab} (08:2%063<&+ Iab} fkzckrcb rhc d`}fm mikmc|r ij rhc



`}}cedav afkc `kb }r`trcb rhc Bcrtifr `tc` `srieidfac fkbs}rtv+ Hc jft}r dcn`k

e`gfkn }rcè `kb n`}iafkc cknfkc} ~frh hf} j`rhct! \afkv Jf}g Iab}! fk A`k}fkn!

Efmhfn`k fk 0883+ Iab} bc}fnkcb hf} jft}r }rcè%|i~ctcb m`t fk 088>+ Fk 0866!

~frh ` nti~fkn cx|ctfckmc ij n`}iafkc cknfkc}! Iab} eizcb ri Bcrtifr ri }r`tr

rhc Iab} Eirit îtg}! `kb |tibsmc ai~%|tfmcb m`tb}+ Hc |tibsmcb 243

‑Mstzcb B`}h Iab― fk 06<0! `kb ~`} @ectfm`‖} ac`bfkn `sri e`ksj`mrstc jtie

06<0 ri 06<2+

Hcktv Jitb

@ectfm`k m`t e`ksj`mrstct! Hcktv Jitb (08:=%062>& fkzckrcb `k

fe|tizcb `}}cedav afkc `kb fk}ràacb rhc jft}r mikzcvit dcar%d`}cb `}}cedav

afkc fk rhf} m`t j`mrit fk Jitb‖} Hfnha`kb \`tg! Efmhfn`k |a`kr! `tiskb 060=%02+

Rhc `}}cedav afkc tcbsmcb |tibsmrfik mi}r} jit m`t} dv tcbsmfkn `}}cedav

rfec+ Jitb‖} jèis} Eibca R ~`} `}}cedacb fk kfkcrv%rhtcc efksrc}+ Jitb

e`bc hf} jft}r m`! màacb rhc ‑Ps`btfmvmac―! fk Oskc 086:+ Hi~czct! }smmc}}

mèc `jrct hc jitecb rhc Jitb Eirit Mie|`kv fk 06<=+ Rhf} ~`} rhc rhftb m`t

e`ksj`mrstfkn mie|`kv jitecb ri |tibsmc rhc m`tb} hc bc}fnkcb+ Hc

fkrtibsmcb rhc Eibca R fk 06<8 `kb fr ~`} ` }smmc}}+ @jrct fk}ràafkn rhc

eizfkn `}}cedav afkc} fk hf} j`mritv fk 060=+ Jitb dcmèc rhc ~itab‖} dfnnc}r

m`t e`ksj`mrstct+ Dv 064>! 03 efaafik Eibca R} h`b dcck e`ksj`mrstcb+

@kirhct zfmritv ~ik dv Hcktv Jitb ~`} |`rckr d`rrac ~frh Ncitnc D+

]cabck+ ]cabck! ~hi h`b kczct dsfar `k `srieidfac! hcab |`rckr ik ` ‑ti`b



cknfkc―! ik rh`r d`}f} ]cabck ~`} | fb tiv arfc} dv àa @ectfm`k m`t

e`ksj`mrstct}+ Jitb izctrstkcb ]cabck‖} |`rckr `kb i|ckcb rhc @ectfm`k m`t

e`tgcr jit rhc dsfabfkn ij fkcx|ck}fzc m`t}+

Rhf} ja`nncb ijj rhc ct` ij ‑~hcca t`mfkn―! ~hfmh a`}rcb rfaa 06:2! `jrct

~hfmh ocr `kb timgcr%|ti|caacb zchfmac} ~ctc àai~cb+ Rhck ik~`tb}! fr h`}

dcck ikc dfn oistkcv…ik rhc ti`b}+ Jtie rhc }fkn}ikn thvrhe ij rhc dsaaimg

m`tr ri rhc ocr%`nc! Fkbf` h`} rt`zcacb ` aikn ~`v+

]iec ij rhc czckr} `kb efac}rikc} fk rhc m`t fkbs}rtv fk Fkbf`+

0648 ” Rhc jft}r fe|itrcb m`t ik rhc Fkbf`k ti`b}+

0624 ” Hfkbs}r`k Eirit} fkmit|it`rcb+

0622 ” \tcefct @srieidfac} }r`trcb+

0628 ” Jft}r m`t e`ksj`mrstcb fk Fkbf`+

063= ” Rhc Nizr+ ij Fkbf` bcmtccb rh`r ikav rhi}c jfte} ~hfmh h`zc `

e`ksj`mrstfkn |tintè }hisab dc àai~cb ri i|ct`rc+

0633 ” Ikav > jfte} HE! @\F! ]E\A! \@A! E * E! RCAMI tcmcfzcb

`||tizà +

Rhc Afdctàf`rfik fk 066< fk Fkbf` i|ckcb rhc biit} jit rhc ckrtv ij

jitcfnk |tibsmr} fkri rhc e`tgcr+ Rhf} e`bc rhc e`tgcr ` mik}sect e`tgcr

~frh ` air ij mhifmc} jit rhc mik}sect}+ Rhc jsrstc ij rhc |tibsmr} bc|ckb} ik

rhc mik}sect‖} }`rf}j`mrfik+ Rhc |tibsmr}! ~hfmh `tc `dac ri `rrt`mr rhc

mik}sect}! `tc h`zfkn ` dtfnhr jsrstc `kb rhc irhct} `tc ai}r fk rhc mie|crfrfik+



]i fr f} zctv fe|itr`kr ri gki~ rhc |sa}c ij rhc ms}riect}+ Rhc ds}fkc}} |ci|ac

}hisab à~`v} h`zc mittcmr fkjite`rfik tcn`tbfkn rhc }`rf}j`mrfik aczca fk rhc

ms}riect}+ Bfjjctckr ~`v} `tc ri dc fe|aceckrcb ri fkmtc`}c rhc }`rf}j`mrfik

aczca fk rhc ms}riect}+

R@R@ MIE\@KV \TIJFAC

IST ÎTAB

R`r` eirit} f} rhc ja`n}hf| mie|`kv ij rhc R`r` Ntis| ~frh `k `kksà

rstkizct ij `||tixfe`rcav S] " 4+=3 dfaafik jit rhc vc`t }r`trfkn @|tfa 0 }r 4<<4

ri E`tmh =0}r 4<<=+ Eitc rh`k = dfaafik R`r` Zchfmac} |av ik Fkbf`k ti`b}

e`gfkn R`r` ` biefk`kr jitmc fk Fkbf` `srieidfac fkbs}rtv+ Fr} |tibsmr t`knc

mizct} |`}}cknct m`t}! esarfsrfafrv zchfmac}! afnhr! ecbfse `kb hc`zv

mieectmfà zchfmac} jit niib} `kb |`}}cknct rt`k}|itr+

> isr ij 0< ecbfse hc`zv mieectmfà zchfmac} dc`t rhc rts}rcb R`r`

e`tg+ R`r` eirit} h`} rhc skfpsc bf}rfkmrfik ij nfzfkn Fkbf` fr} jft}r `kb ikav

fkbfnckis}av dsfar |`}}cknct m`t+ Rhc R`r` fkbfm` `kb rhc |tcefse jc`rstc

}cb`k%Rhc R`r` fkbfni+ Rhc fkbfm`! a`skmhcb fk 0668! tc`mhcb rhc 4!3<!<<<

}àc} e`tg ~frhfk 34 eikrh} ij a`skmh+ Rhc |hckieckà }smmc}} ij rhc}c

zchfmac} }r`kb rc}rfeikv ij rhc mie|`kv‖} tc}c`tmh `kb cknfkcctfkn cx|ctrf}c+

\TIJFAC ?



R@R@ eirit} ~`} C}r`daf}hcb fk 0623! R`r` eirit} ckrctcb fkri `

miaa dit`rfik ~frh \`feact Dck ij Ncte`kv fk 0632 ri e`ksj`mrstc

mieectmfà zchfmac}! rhc miaa`dit`rfik ckbcb fk 06:6+ R`r` eirit} h`} }fkmc

nti~k jtie }rtcknrh ri }rtcknrh+

R@R@ eirit} f} Fkbf ‖} |tcefct `kb rhc ikav jsaav fkrcnt`rcb

`srieidfac e`ksj`mrstc+ Fr f} èikn rhc ~itab‖} ri| 0< mieectmfà zchfmac

|tibsmct}+ Rhc mie|`kv‖} bvkèf}e! `dfafrv ri t`mc ` hc`b `n`fk}r àa ibb}

`kb ` mie|caafkn zf}fik jit rhc jsrstc h`} }cck fr} `kksà rstkizct }~caa ri izct

S] " 4+=3 dfaafik jit rhc vc`t }r`trfkn @|tfa 0}r 4<<4 ri E`tmh 40}r 4<<=+

Rhc mie|`kv h`} }|tc`b fr} e`ksj`mrstfkn j`mfafrfc} `mti}} Fkbf` dv

}crrfkn s| |a`kr} `r Oè}hcb|st+ \skc `kb Asmgki~+ Rhf} f} mis|acb ~frh `

k`rfik%~fbc ms}riect }s||itr! }àc} `kb }ctzfmc kcr~itg+ Rhc mie|`kv ckoiv}

` }fnkfjfm`kr bce`kb fk cx|itr e`tgcr afgc Csti|c! @s}rtàf`! ]isrh C`}r @}f`!

Efbbac C`}r `kb @jtfm` à}i+ Rhc mie|`kv‖} zchfmac} `tc }cck fk izct ><

miskrtfc} ki~+

Ms}riect }ck}frfzc `||ti`mhc} ri~`tb} dsfabfkn |tibsmr} `kb }r`rc%ij%

rhc `tr e`ksj`mrstfkn j`mfafrfc} h`zc nfzck rhc mie|`kv ` hsnc ac`b izct fr}

mie|crfrit}+ Rib`v > isr ij czctv 0< ecbfse `kb hc`zv mieectmfà zchfmac}

ik Fkbf`k ti`b} dc`t rhc rts}rcb R`r` e`tg+ R`r` eirit} |tc}ckmc fk rhc srfafrv



zchfmac} `kb |`}}cknct m`t} e`tgcr h`} dcck jfteav c}r`daf}hcb+ Fk 0668! fr

a`skmhcb Fkbf`‖} jft}r jsaav fkbfnckf}cb m`t! fkbfm`! ri rhc bf}mctkfkn mik}sect

`kb h`} dcck |hckieckàav }smmc}}jsa+ R`r` eirit} f} mik}f}rckrav cziazfkn fk

fr} ijjctfkn} ri rhc Fkbf`k `srieidfac} e`tgcr+

TC@T ZFC^

0623 ?

R`r` Cknfkcctfkn `kb Aimieirfzc Mie|`kv Afefrcb ~`} c}r`daf}hcb ri

e`ksj`mrstc aimieirfzc} `kb irhct cknfkcctfkn |tibsmr}+

0628 ?

]rce ti`b tiaact fkrtibsmcb fk miaa`dit`rfik ~frh E`t}hàa }ik} (SG&+

0632 ?

Miaa`dit`rfik ~frh B`feact Dck @N! ^+Ncte`kv! jit e`ksj`mrstc ij

ecbfse mieectmfà zchfmac}+

Rhc jft}r zchfmac tiaacb isr ~frh fk : eikrh} ij rhc mikrt`mr+

0636 ?

Tc}c`tmh `kb Bczcai|eckr Mckrct }cr s| `r Oce}hcb|st+

06:0 ?

Cx|itr} dcn`k ~frh rhc jft}r rtsmg dcfkn }hf||cb ri Mcvaik! Ki~ ]tfa`kg`+

06:: ?



]crrfkn s| ij rhc cknfkcctfkn tc}c`tmh mckrct `r |skc ri |tizfbc fe|`mr} ri

`srieidfac tc}c`tmh `kb bczcai|eckr+

06>0 ?

Fkrtibsmrfik ij BF cknfkc}+

06>> ?

Jft}r mieectmfà zchfmac e`ksj`mrstcb fk \skc+

068= ?

E`ksj`mrstc ij hc`zv mieectmfà zchfmac mieeckmc}+

0683 ?

Jft}r hvbt`safm} cxm`z`rit |tibsmcb ~frh Hfr`mhf miaa`dit`rfik+

068: ?

\tibsmrfik ij jft}r afnhr mieectmfà zchfmac! R`r` 2<>! fkbfnckis}av

bc}fnkcb jiaai~cb dv R`r` :<8+

0686 ?

Fkrtibsmrfik ij rhc R`r` eidfac 4<: =tb AMZ eibca+

0660 ?

A`skmh ij rhc jft}r fkbfnckis} |`}}cknct m`t ij R`r` ]fct`+

R`m 4< mtitc |tibsmcb+

Ikc efaafik zchfmac} tiaacb isr+

0664 ?

A`skmh ij R`r` c}r`rc+



066= ?

Oifkr zckrstc `ntcceckr }fnkcb ~frh Mseefk} Cknfkc Mi+ fkm+ \i~ct `kb

cef}}fik jtfckbav bfc}ca cknfkc}+

0662 ?

A`skmh ij R`r` ]sei+ Rhc esarf srfafrv zchfmac+

A`skmh ij A\R ”><6! ` jsaa jit~`tb mikrtia! afnhr mieectmf`a zchfmac

Oifkr zckrstc `ntcceckr }fnkcb ~frh E)}+ B`feact Dck ) Ectmcbc} Dck

jit e`ksj`mrstc ij Ectmcbc} Dck |`}}cknct m`t} fk Fkbf`+

Oifkr zckrstc `ntcceckr }fnkcb ~frh R r` Hia}cr Arb+! S+G+ jit

e`ksj`mrstfkn rstdi mh`tnct} ri dc s}cb ik Mseefk} cknfkc}+

0663 ?

Ectmcbc} Dck M`t C 44< a`skmhcb+

066: ?

R`r` ]sei Bcasxc a`skmhcb+

066> ?

R`r` ]fctt` Rstdi a`skmhcb 0<<<<!<<<rh R`r` }sei tiaacb isr+

0668 ?

R`r` ]`j`tf ” Fkbf`‖} jft}r }|itr} srfafrv zchfmac a`skmhcb+

4 efaafik zchfmac} tiaacb isr+

Fkbfm`! Fkbf`‖} jft}r jsaav fkbfnckis} |`}}cknct m`t a`skmhcb+



0666 ?

003!<<< diigfkn} jit Fkbfm` tcnf}rctcb `n`fk}r jsaa |`veckr ~frhfk ` ~ccg+

Mieectmfà |tibsmrfik ij Fkbfm` mieeckmc} fk jsaa }~fkn+

4<<< ?

Jft}r mik}fnkeckr ij 0:< Fkbfm`} }hf||cb ri Eàr`+

Fkbfm` ~frh Dh`t`r }r`nc 4 (Csti FF& mie|a`fkr bfc}ca cknfkc a`skmhcb+

Srfafrv zchfmac ~frh Dh`t`r 4 (Csti FF& mie|a`fkr cknfkc a`skmhcb+

A`skmh ij MKN ds}c}+

A`skmh ij 00<6 zchfmac fkrctecbf`rc mieectmfà zchfmac+

4<<0 ?

Fkbfm` Z4 a`skmhcb 4kb nckct`rfik fkbfm`+

0<<!<<<rh fkbfm` ~hccacb isr+

A`skmh ij AKN fkbfm`+

A`skmh ij rhc R`r` }j`tf Cx+

Fkbfm` Z4 dcmiec} Fkbf`k‖} ksedct ikc m`t fk fr} }cneckr+

Cxfr} oifkr zckrstc ~frh B`feact Mhtv}act+

4<<4 ?

Skzcfafkn ij rhc R`r` ]cb`k `r @sri Cx|i 4<<4+

\crtia zct}fik ij Fkbfm` Z4 a`skmhcb+

A`skmh ij Cx }ctfc} fk mieectmfà zchfmac}+



A`skmh ij rhc r`r 4<> BF+

4!<<!<<< R`r` fkbfm`rc} tiaacb isr+

3!<<!<<<rh |`}}cknct zchfmac tiaacb isr+

A`skmh ij r`r }sei ‘'‖ }ctfc}+

A`skmh ij rhc r`r fkbni+

R`r` Cknfkcctfkn }fnkcb ` |tibsmr `ntcceckr ~frh E N Tizct ij rhc SG+

4<<= ?

A`skmh ij R`r` ]`j`tf afefrcb cbfrfik+

Rhc R`r` fkbfni }r`rfik ~`nik skzcfacb `r rhc Nckcz` eirit} }hi~+

Ik 46rh Osav O+T+B R`r`‖} dftrh `kkfzct}`tv! R`r` Cknfkcctfkn‖} dcmiec}

R`r` Eirit} Afefrcb+

R`r` Eirit} ? E@KSJ@MRSTFKN

R`r` Eirit} i~c} fr} ac`bfkn |i}frfik fk rhc Fkbf`k `srieidfac} fkbs}rtv

ri }rtikn jims} ik fkbfnckf}`rfik+ Rhf} jims} btfzck rhc mie|`kv ri }cr ~itab%

ma`}} e`ksj`mrstfkn skfr} ~frh }r`rc%ij%rhc%`tr rcmhkiainv+ Czctv }r`nc |tibsmr

cziasrfik bc}fnk! bczcai|eckr! e`ksj`mrstfkn `}}cedav `kb ps` mikrtia! f}

m`ttfcb isr ecrfmsais}av+ Fr} e`ksj`mrstfkn |a`kr} `tc }frs`rcb `r O`e}hcb|st fk

rhc C`}r! \skc fk rhc ^c}r `kb Asmgki~ fk rhc Kitrh+



Oè}hcb|st ?

Rhf} ~`} rhc jft}r skfr ij rhc mie|`kv c}r`daf}hcb fk 0623 `kb f} }|tc`b

izct `tc` ij 844 `mtc}+ Fr mik}f}r} ij = bfzf}fik} ” Rtsmg! Cknfkc! (fkmasbfkn rhc

N Dix bfzf}fik& `kb @xac+

\skc

Rhc \skc skfr f} }|tc`b izct 4 ncint`|hfmà tcnfik} \fe|tf `kb Mhfkmh~`b h`}

` miedfkcb `tc` ij `tiskb 30< `mtc}+ Fr ~`} c}r`daf}hcb fk 06:: `kb his}c} `

|tibsmrfik Cknfkcctfkn Bfzf}fik+

Asmgki~ ?

Asmgki~ |a`kr f} rhc a`rc}r fk R`r` Eirit} e`ksj`mrstfkn j`mfafrfc}+

C}r`daf}hcb fk 0660 `kb mizctfkn `k `tc` ij :<< `mtc}! fr ~`} |tfe`tfav }r`trcb

ri `}}ce Ecbfse mieectmfà Zchfmac} (EMZ}& ri eccr+

R`r` Eirit} ? @]]IMF@RC]

Izct rhc vc`t}! R`r` Eirit} h`} e`bc }sd}r`krfà fkzc}reckr} fk

dsfabfkn mie|`kfc} rh`r `bb zàsc! j`mfafr`rc `kb }s||itr f} bfzct}c t`knc ij

ds}fkc}} `mrfzfrfc}+

Rcami Mik}rtsmrfik Cpsf|eckr Mi+ Arb+ (Rcami&

R`r` Rcmhkiainfc} Arb+ (RRA& `kb R`r` Rcmhkiainfc} Arb+! S]@ (RRS]&



}ctzfmc+ ]r`trfkn ij jsaa%jacbncb `srieidfac ~itg}hi|} fk Dcaa`tv! Gstkiia `kb

Kcaaitc fk rhc kèc ij E+N+ Dtirhct} }r`kbfkn jit E`mh`kf N`kn`||`

Dtirhct}! ~hfmh ~itg}hi|} ckrfracb rhc jfte rhc `mpsf}frfik ij |tc}rfnfis}

`nckmv afkc} }smh `} R`r` Ectmcbc} Dck (}s||afct} ij mh`}}f} jit aittfc} `kb

ds}c}&! E`}}cv Jctns}ik rt`mrit} `kb tivà Ckjfcab Eirit dfgc}+

Rhc mie|`kv h`b dt`kmhc} `r Mhfrriit `kb Ikniac fk @kbht` \t`bc}h+

Rhc mie|`kv tsk} r~i jsaav cpsf||cb eibctk ~itg}hi|}+

Rhm mie|`kv `mr} `} ` bf}rtfdsrit ri z`tfis} mie|`kfc}+ @kb à}i fr `mr

`} }ctzfmc mckrct} jit Dòò `kb Rcami |tibsmr}+

E+N+ Dtirhct} `srieidfac} |tfz`rc afefrcb h`} eitc rh`k 03<

ce|aivcc} fk ikav Kcaaitc Bf}rtfmr+ @kb fr h`} e`kv dt`kmh ijjfmc} `r Mhfrriit!

Ikniac! `kb Rfts|`rhf crm+ Fr f} ikc ij rhc ntc`rc}r `}}cr ri Kcaaitc Bf}rtfmr+ Fr

h`} `mpsftcb niib~faa fk Kcaaitc e`tgcr+

Fr f} `k `srhitfcb bcàct ri z`tfis} mie|`kfc} afgc D@O@O! RCAMI!

R@JC! DFTA@ V@E@H@ `kb NIBTCO `ps` jccb}+ Fr f} à}i `}}imf`rcb fk

tcà c}r`rc ds}fkc}} bsc ri fr} tc|sr`rfik fk Kcaaitc Bf}rtfmr+

AIM@RFIK@A J@MRIT] ?

Fr f} }smmc}}jsaav tskkfkn jit eitc rh`k 3< vc`t} fk Kcaaitc Ri~k+ Fr}

hc`b ijjfmc f} aim`rcb `r b`tnèfrr`+ Dcjitc 3< vc`t}! fr f} `r isr}fbc rhc ri~k+

jit fr! rhc aim`rfik f} zctv niib+ Dcm`s}c ij eitc }|`mc `kb eitc j`mfafrfc} rhc



c}r`daf}hct }cacmrcb rh`r |a`mc+ Fr f} aim`rcb ik rhc e`fk ti`b+ Jit c`}v eizfkn

ij zchfmac} ~hfmh mèc jtie rhc e`fk mie|`kfc}+ Bsc ri rhc rt`k}|itr

j`mfafr`rc! rhc e`fk dt`kmh f} aim`rc fk b`tnèfrr`+

@r e`fk dt`kmh! rhc ni bi~k j`mfafrv f} à}i zctv a`tnc+ A`tnc ni bi~k

j`mfafr rc} rhc }rit`nc ij e`kv zchfmac} afgc r~i%~hccact}! rt`mrit}! jist%

~hccact} crm+! }ctzfmc mckrct} à}i hca|} rhc ms}riect} ri e`gc rhcft ~itg c`}v+

\tizf}fik} ij }ctzfmc mckrct} à}i `rrt`mr rhc ms}riect} zctv esmh+ ]i rhcv rckb

ri |stmh`}c rhcft zchfmac} `r E+N+ Dtirhct} `srieidfac} |tfz`rc afefrcb+

R@R@ EIRIT]

R@R@ CKNFKCCTFKN AIMIEIRFZC MIE\@KV+ E+N+ Dtirhct}

`srieidfac} h`zc nir ` bcàct}hf| `srhitfcb+ Fr bf}rtfdsrc} |`}}cknct m`t} afgc

R`r` Fkbfm`! `kb hc`zv zchfmac} afgc aittfc}! rtsmg} crm+ `kb rt`mrit}+ Fr f}

e`fkr`fkfkn `} }c|`t`rc bfzf}fik jit rhf}+ @ e`k`nct hc`b} fr+ Hc aiig} `jrct

rhi}c bcàfkn}+

R@R@ eirit} ~`} c}r`daf}hcb fk 0623! R`r` eirit} ckrctcb fkri `

miaa dit`rfik ~frh \`feact Dck ij Ncte`kv fk 0632 ri e`ksj`mrstc

mieectmfà zchfmac}! rhc miaa`dit`rfik ckbcb fk 06:6+ R`r` eirit} h`} }fkmc

nti~k jtie }rtcknrh ri }rtcknrh+

Rhc mie|`kv h`} }|tc`b fr} e`ksj`mrstfkn j`mfafrfc} `mti}} Fkbf` dv

}crrfkn s| |a`kr} `r Oè}hcb|st! \skc `kb Asmgki~+ Rhf} f} mis|acb ~frh `

k`rfik%~fbc ms}riect }s||itr! }àc} `kb }ctzfmc kcr~itg+ Rhc mie|`kv ckoiv}



` }fnkfjfm`kr bce`kb fk cx|itr e`tgcr} afgc Csti|c! @s}rtàf`! ]isrh C`}r @}f`!

Efbbac C`}r `kb @jtfm` à}i+ Rhc mie|`kv‖} zchfmac} `tc }cck fk izct ><

miskrtfc} ki~+

Ms}riect }ck}frfzc `||ti`mhc} ri~`tb} dsfabfkn |tibsmr} `kb }r`rc%rhc%

`tr e`ksj mrstfkn j`mfafrfc} h`zc nfzck rhc mie|`kv ` hsnc ac`b izct fr}

mie|crfrit}+ Rib`v > isr ij czctv 0< ecbfse `kb hc`zv mieectmfà zchfmac}

ik Fkbf`k ti`b} dc`t rhc rts}rcb R`r` e`tg+ R`r` eirit} |tc}ckmc fk rhc srfafrv

zchfmac} `kb |`}}cknct m`t} e`tgcr h`} dcck jfteav c}r`daf}hcb+ Fk 0668! fr

a`skmhcb Fkbf`‖} jft}r jsaav fkbfnckf}cb+ M`t! fkbfm`! ri rhc bf}mctkfkn mik}sect

`kb h`} dcck |hckieckàav }smmc}}jsa+ R`r` eirit} f} mik}f}rckrav cziazfkn fk

fr} ijjctfkn} ri rhc Fkbf`k `srieidfac} e`tgcr+

R@JC ?

E+N+ Dtirhct} à}i h`b rhc bcàct}hf| jit R`jc+ Fr bf}rtfdsrc e`}}fzc jit

s}ct rt`mrit}+ @ }c|`t`rc e`k`nct à}i hc`b} fr `kb rhf} bfzf}fik bcà ~frh R`jc

Mie|`kv Ikav+

D@O@O ?

E+N+ Dtirhct} h`b rhc `srhitfcb bcàct}hf| jit Dòò `srieidfac}+ Fr

bf}rtfdsrc} z`tfis} eibca} ij Dòò }miirct} `kb Dòò G`~`}`gf dfgc}!

|`}}cknct `sri} `kb niib} m`ttvfkn `sri} crm+! fr h`} à}i ` }c|`t`rc bfzf}fik

hc`bcb dv ` e`k`nct ~hi aiig} `jrct rhi}c bcàfkn}+

DFTA@ V@E@H@ ?



E`kv mie|`kfc} `tc `fefkn jit hfnh }`rf}j`mrfik dcm`s}c ms}riect}

~hi `tc os}r }`rf}jfcb }rfaa jfkb fr c`}v ri }~frmh ~hck ` dcrrct miec} àikn+

Rhi}c ~hi `tc hfnhav }`rf}jfcb `tc esmh ac}} tc`bv ri }~frmh+ Hfnh }`rf}j`mrfik

`tc bcafnhr mtc`rc} `kb ceirfikà dikb ~frh rhc dt`kb! kir kcmc}}`tv ` t`rfikà

|tcjctckmc+ Rhc tc}sar f} hfnh ms}riect aivàrv+

Jtie |`}r dsvfkn cx|ctfckmc! jtfckb `kb `}}imf rc} `bzfmc `kb

e`tgcrct} `kb mie|crfrit} fkjite`rfik `kb |tief}c} dsvct} jtie rhcft

cx|cmr rfik}+ Fj e`tgcrct} t`f}c cx|cmr rfik} rii hfnh! rhc dsvct f} afgcav ri dc

bf}`||ifkrcb+ Jit cxè|ac! Hiafb`v fkk t`k ` mè|`fnk ` jc~ vc`t} `ni màacb

‑Ki ]st|tf}c― Vcr hirca nsc}r} }rfaa ckmiskrctcb ` hi}r ij |tidace}! `kb

Hiafb`v Fkk h`b ri ~frhbt`~ rhc mè|`fnk+ Hi~czct! fj rhc mie|`kv }cr}

cx|afm`rfik} rii ai~! fr ~ik‖r `rrt`mr ckisnh dsvct} (àrhisnh fr ~faa }`rf}jv

rhi}c ~hi bi dsv&+

]iec ij rib`v‖} ei}r }smmc}}jsa mie|`kfc} `tc t`f}fkn cx|cmr`rfik} `kb

bcafzctfkn |ctjite`kmc ri e`rmh+ Rhc}c mie|`kfc} `tc `fefkn jit RM]%rirà

ms}riect }`rf}j`mrfik+

Rhc gcv ri nckct`rfkn hfnh ms}riect aivàrv f} ri bcafzct hfnh ms}riect

zàsc+ @mmitbfkn ri Efmh`ca a`kkfkn fk hf} Bcafzctfkn \tijfr`dac Zàsc! `

mie|`kv es}r bczcai| ` mie|crfrfzcav }s|ctfit zàsc |ti|i}frfik `kb `

}s|ctfit zàsc%bcafzctv }v}rce+ @ mie|`kv‖} zàsc |ti|i}frfik f} esmh eitc



rh`k fr} |i}frfikfkn ik }fknac `rrtfdsrc7 fr f} }r`rceckr `disr rhc tc}sarfkn

cx|ctfckmc ms}riect ~faa h`zc jtie rhc ijjctfkn `kb rhcft tca`rfik}hf| ~frh rhc

}s||afct+ Rhc dt`kb es}r tc|tc}ckr ` |tief}c `disr rhc rirà tc}sarfkn

cx|ctfckmc rh`r ms}riect} m`k cx|cmr+ ^hcrhct rhc |tief}c f} gc|r bc|ckb}

s|ik rhc mie|`kv‖} `dfafrv ri e`k`nc fr} zàsc%bcafzctv }v}rce+ Rhc zàsc%

bcafzctv }v}rce fkmasbc} àa rhc mieeskfm`rfik} `kb mh`kkca cx|ctfckmc} rhc

ms}riect ~faa h`zc ik rhc ~`v ri idr`fkfkn rhc ijjctfkn+

^hcrhct ms}riect} ~faa `mrsàav tcmcfzc rhc |tief}cb zàsc |ti|i}frfik

~faa bc|ckb s|ik rhc e`tgcrct‖} `dfafrv ri fkjasckmc z`tfis} mitc |timc}}c}+

Fk `bbfrfik ri rt`mgfkn ms}riect zàsc cx|cmr`rfik `kb }`rf}j`mrfik!

mie|`kfc} kccb ri eikfrit rhcft mie|crfrit‖} |ctjite`kmc fk rhc}c `tc`}+ Jit

cxè|ac! ` mie|`kv ~`} |ac`}cb ri jfkb rh`r 8< |ctmckr ij fr ms}riect} }`fb

rhcv ~ctc }`rf}jfcb+ Rhck rhc MCI jiskb isr rh`r fr} ac`bfkn mie|crfrit}

`rr`fkcb ` 6< |ctmckr ms}riect }`rf}j`mrfik }mitc+ Hc ~`} jstrhct bf}e`vcb

~hck hc ac`tkcb rh r rhf} mie|crfrit} ~`} `fefkn ri tc`mh ` 63 |ctmckr

}`rf}j`mrfik }mitc+

Riia} jit Rt`mgfkn `kb ec`}stfkn ms}riect }`rf}j`mrfik

Mie|a`fkr `kb

}snnc}rfik}

}v}rce}

@ ms}riect%mckrctcb itn`kf`rfik e`gc} fr c`}v jit fr}

ms}riect} ri bcafzct }snnc}rfik} `kb mie|a fkr}+ E`kv

tc}r`st`kr} `kb hirca} |tizfbc jite} jit nsc}r} ri tc|itr afgc}

`kb bf}afgc}+ ]iec ms}riect%mckrctcb mie|`kfc} \*N!



Nckctà Cacmrtfm! ^hfta|iia ” c}r`daf}h hir afkc} ~frh riia%

jtcc 8<< rcac|hikc ksedct}+ Mie|`kfc} `tc à}i `bbfkn ~cd

|`nc} `kb ce`fa ri j`mfafr`rc r~i%~`v mieeskfm`rfik!+ Rhcfkjite`rfik jai~} |tizfbc mie|`kfc} ~frh e`kv niib fbc`}

`kb ck`dac rhce ri `mr psfmgav ri tc}iazc |tidace}+

Ms}riect

]`rf}j`mrfik

}stzcv}

]rsbfc} }hi~ rh`r àrhisnh ms}riect `tc bf}}`rf}jfcb ~frh ikc

isr ij czctv jist |stmh`}c}! ac}} rh`k 3 |ctmckr ij bf}}`rf}jfcb

ms}riect} ~faa mie|a`fk+ Ei}r ms}riect} ~faa dsv ac}} it

}~frmh }s||afct}+ Mie|a`fkr aczca} `tc rhs8} kir ` niib

ec`}stc ij ms}riect }`rf}j`mrfik+ Tc}|ik}fzc mie|`kfc}ec`}stc ij ms}riect }`rf}j`mrfik bftcmrav dv mikbsmrfkn

|ctfibfm }stzcv}!+ Rhcv }ckb psc}rfikk`ftc} it e`gc

rcac|hikc màa} ri ` t`kbie }è|ac ij tcmckr ms}riect}+ Rhc

à}i }iafmfr dsvct‖} zfc~} ik rhcft mie|crfrit‖} |ctjite`kmc}+

^hfac miaacmrfkn ms}riect }`rf}j`mrfik b`r`! fr f} à}i s}cjsa ri

`}g `bbfrfikà psc}rfik} ri ec`}stc tc|stmh`}cb fkrckrfik7

rhf} ~faa kiteàav dc hfnh fj rhc ms}riect‖} }`rf}j`mrfik f}

hfnh+ Fr f} à}i s}cjsa ri ec`}stc rhc afgcafhiib it ~faafknkc}}

ri tcmieeckb rhc mie|`kv `kb dt`kb ri irhct}+ @ hfnh

|i}frfzc ~itb%ij%eisrh }mitc fkbfm`rc} rh`r rhc mie|`kv f}

|tibsmfkn hfnh ms}riect }`rf}j`mrfik+

Nhi}r

}hi||fkn

Mie|`kfc} M`k Hftc \ct}ik} Ri \i}c @} \irckrfà Dsvct} Ri

Tc|itr Ik ]rtikn @kb ^c`g \ifkr} Cx|ctfckmcb Fk Dsvfkn

Rhc Mie|`kfc} @kb Mie|crfrit} \tibsmr}+ Rhc}c ev}rctv

}hi||ct} m`k czck rhc}c ~hcrhct rhc mie|`kv‖} }àc}

|ct}ikkca h`kbac z`tfis} }frs`rfik} ~caa+ Rhs}! ` ev}rctv

}hi||ct m`k mie|a`fk `disr ` tc}r`st`kr‖} jiib ri rc}r hi~

rhc tc}r st`kr h`kbac} rhf} mie|a`fkr+ Kir ikav }hisab

mie|`kfc} hftc ev}rctv }hi||ct‖} dsr e`k`nct} rhce}cazc}



}hisab ac`zc rhcft ijjfmc} jtie rfec ri rfec! ckrct mie|`kv

`kb mie|crfrit} }àc} }frs`rfik} ~hctc rhcv `tc skgki~k! `kb

cx|ctfckmc jft}r h`kb rhc rtc`reckr rhcv tcmcfzc `}‑ms}riect}―+ @ z`tf`kr ij rhf} f} jit e`k`nct} ri |hikc rhcft

i~k mie|`kv ~frh psc}rfik} `kb mie|a`fkr} ri }cc hi~ rhc

màa} `tc h`kbacb+

Ai}r ms}riect `kàv}f}

Mie|`kfc} }hisab mikrt`mr ms}riect} ~hi h`zc }ri||cb dsvfkn it ~hi h`zc }~frmhcb ri `kirhct }s||afct ri ac`tk ~hv

rhf} h`||ckcb+ ^hck FDE ai}c} ` ms}riect! fr eiskr} `

rhitisnh cjjitr ri ac`tk ~hctc fr j facb+ Kir ikav f} fr

fe|itr`kr ri mikbsmr cxfr fkrctzfc~} ~hck ms}riect} jft}r }ri|

dsvfkn! fr f} à}i kcmc}}`tv ri eikfrit rhc ms}riect ai}} t`rc+

Fj fr f} fkmtc`}fkn rhf} mac`tav fkbfm`rc} rh`r rhc mie|`kv f}

j`fafkn ri }`rf}jv ms}riect}+

Jit ms}riect%mckrctcb mie|`kfc}! ms}riect‖} }`rf}j`mrfik f} dirh ` nià

`kb ` e`tgcrfkn riia+ Mie|`kfc} rh`r `mhfczc hfnh ms}riect }`rf}j`mrfik

t`rfkn} e`gc }stc rh`r rhcft r`tncr e`tgcr gki~ fr+

@arhisnh rhc ms}riect%mckrctcb jfte }ccg} ri mtc`rc hfnh ms}riect

}`rf}j`mrfik! fr} e`fk nià f} kir ri e`xfefc ms}riect }`rf}j`mrfik+ Fj rhc

mie|`kv fkmtc`}c} ms}riect }`rf}j`mrfik dv ai~ctfkn fr} }ctzfmc}! rhc tc}sar

e`v dc ai~ct |tijfr}+ Rhc mie|`kv efnhr dc `dac ri fkmtc`}c fr} |tijfr`dfafrv

dv ec`k} irhct rh`k fkmtc`}cb }`rf}j`mrfik (jit cxè|ac! dv fe|tizfkn



e`ksj`mrstfkn |timc}}c} it fkzc}rfkn eitc fk T * B&+ @a}i! rhc mie|`kv h`}

e`kv }r`gchiabct}! fkmasbfkn ce|aivcc}! bcàct}! }s||afct}! `kb }rimghiabct}+

]|ckbfkn eitc ri fkmtc`}c ms}riect }`rf}j`mrfik efnhr bfzctr jskb} jite

fkmtc`}fkn rhc }`rf}j`mrfik ij irhct ‑\`trkct}+― Sarfe`rcav! rhc mie|`kv es}r

i|ct`rc ik rhc |hfai}i|hv rh`r fr f} rtvfkn ri bcafzct `r ` hfnh aczca ij ms}riect

}`rf}j`mrfik }sdocmr ri bcafzctfkn `mmc|r`dac aczca} ij }`rf}j`mrfik ri rhc irhct

}r`gchiabct} ~frhfk rhc mik}rt`fkr} ij fr} rirà tc}istmc}+

^hck ms}riect} t`rc rhcft }`rf}j`mrfik ~frh `k caceckr ij rhc mie|`kv‖}

|ctjite`kmc%}`v! bcafzctv%rhc mie|`kv kccb} ri tcminkfc rh`r ms}riect} z`tv

fk hi~ rhcv bcjfkc niib bcafzctv+ Fr misab ec`k c`tav bcafzctv! ik%rfec

bcafzctv! itbct mie|acrckc}}! `kb }i ik+ Vcr fj rhc mie|`kv h`b ri }|caa isr

czctv caceckr fk bcr`fa! ms}riect} ~isab j`mc ` hsnc psc}rfikk ftc+ Rhc

mie|`kv es}r à}i tcàfc rh`r r~i ms}riect} m`k tc|itr dcfkn ‑hfnhav

}`rf}jfcb― jit bfjjctckr tc`}ik}+ Ikc e`v dc c`}fav }`rf}jfcb ei}r ij rhc rfec

`kb rhc irhct efnhr dc h`tb ri |ac`}c dsr ~`} |ac`}cb ik rhf} imm`}fik+

Mie|`kfc} }hisab à}i kirc rh`r e`k`nct} `kb }àc}|ci|ac m`k

e`kf|sa`rc ms}riect }`rf}j`mrfik t`rfkn}+ Rhcv m`k dc c}|cmfàav kfmc ri

ms}riect} os}r dcjitc rhc }stzcv+ Rhcv m`k à}i rtv ri cxmasbc skh`||v

ms}riect} jtie rhc }stzcv+ @kirhct b`knct f} rh`r fj ms}riect} gki~ rhc

mie|`kv ~faa ni isr ij fr} ~`v ri |ac`}c ms}riect}! }iec e`v cx|tc}} hfnh

bf}}`rf}j`mrfik (czck fj }`rf}jfcb& fk itbct ri tcmcfzc eitc mikmc}}fik}+



@} EN Dtirhct} @srieidfac \zr+ Arb+ f} ` bf}rtfdsrfik mh`kkca jit

bfjjctckr mie|`kfc}+ Fr f} zctv mai}c `kb fkrct tca`rcb ~frh rhc ms}riect}+ ]i!

rhc eirri ij EN Dtirhct} \zr+ Arb+ f} ms}riect }`rf}j`mrfik+

EN Dtirhct} \zr+ Arb+ f} kir ikav mikmctkcb ~frh }caafkn rhc |tibsmr} ij

R@R@ EIRIT] fr `a}i |tizfbc} }ctzfmc ri rhc ms}riect} `jrct }caafkn+ ]i

rhctc f} kcmc}}frv jit rhc itn`kf`rfik ri jfkb isr rhc }`rf}j`mrfik aczca ij rhc

ms}riect} `r bfjjctckr aczca} fk rhc itn`kf`rfik+ ^hfmh hca| rhc itn`kf`rfik ri

jfkb isr rhc ~`v} fk fe|tizfkn rhc }ctzfmc} dcfkn |tizfbcb ri rhc ms}riect}+

Ri fkmtc`}c rhc }`rf}j`mrfik aczca fk rhce+

IDOCMRFZC]

Rhc jiaai~fkn `tc rhc idocmrfzc} ij rhc }rsbv?

\tfe`tv idocmrfzc} ?

Ri jfkb rhc }`rf}j`mrfik aczca ij rhc ms}riect tcn`tbfkn rhc }ctzfmc

|tizfbcb+

Ri jfkb isr `kv bt`~d`mg} fk rhc }ctzfmc bcafzctv+

]cmikb`tv idocmrfzc} ?

Ri bcrctefkc rhc |ctjite`kmc ij rhc }r`jj

Ri e`tg }snnc}rfik} jit |tieirfik`a ec`}stc} ri fkmtc`}c rhc ms}riect

}`rf}j`mrfik+



AFEFR@RFIK]

Rhc jiaai~fkn tc rhc afefr`rfik} ij rhc |tc}ckr }rsbv?

]stzcvcb `tc` f} afefrcb ri rhc ms}riect} ~hi miec jit }ctzfmc `r Kcaaitc

EN Dtirhct} @srieidfac \zr+ Arb+ ikav+

Rfec} j`mrit f} ` afefr`rfik `} rhc |tiocmr bst`rfik f} ikav jit 4 eikrh} f+c+!

Oskc `kb Osav+ ]i! rhc rfec f} ` afefr`rfik ri mizct eitc tc}|ikbckr}+

]`e|ac }fc e`v kir jsaav tc|tc}ckr rhc ~hiac |i|sa`rfik+



TC]C@TMH ECRHIBIAINV

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fbckrfjfm`rfik+ Ikc rhc |tidace f} bcjfkcb! rhc kcxr f} rhc tc}c`tmh bc}fnk

dcmiec} c`}fct+ Rhc tc}c`tmh bc}fnk f} rhc d`}fm jtèc~itg! ~hfmh |tizfbc}

nsfbcafkc jit rhc tc}r ij rhc tc}c`tmh |timc}}+ Rhc tc}c`tmh bc}fnk }|cmfjfc} rhc

ecrhib} ij b`r` miaacmrfik `kb `kàv}f}+

Rhc ecrhibiainv ij rhc }rsbv f} ma`}}fjfcb fkri rhc jiaai~fkn }rc|}+

F+ Miaacmrfik ij |tfe`tv b`r`

FF+ Miaacmrfik ij }cmikb`tv b`r`

FFF+ ]è|afkn \timcbstc

F+ Miaacmrfik ij \tfe`tv B`r`?



Mieeskfm`rfik `kb id}ctz`rfik `tc rhc r~i d`}fm ec`k} s}cb jit

miaacmrfkn |tfe`tv b`r`+ Mieeskfm rfik fkziazc} psc}rfikfkn rhc tc}|ikbckr}

ri }cmstc rhc bc}ftcb fkjite`rfik dv s}fkn b`r` miaacmrfik fk}rtseckr màacb

‘Psc}rfikk`ftc‖+ Rhc psc}rfikk`ftc s}cb fk ev }rsbv f} mik}f}rfkn ij mai}cb%ckb

psc}rfik} `kb ikc i|ck ckbcb psc}rfik+

Mai}cb%ckb psc}rfik}?

Jfxcb àrctk`rfzc psc}rfik} `tc s}cb fk rhc psc}rfikk`ftc+

Rhf} mik}f}r} ij!

@+ Bfmhirieis} Psc}rfik}?

Rhc tc}|ikbckr f} nfzck ` mhifmc dcr~cck ikav r~i àrctk`rfzc}+

D+ Esarf|ac%mhifmc Psc}rfik}?

Rhc tc}|ikbckr} `tc nfzck ` }cr ij àrctk`rfzc} ri `k}~ct+

I|ck%ckbcb psc}rfik?

Rhc ms}riect} `tc `}gcb ri nfzc }snnc}rfik} ri fe|tizc rhc }ctzfmc ij

EN Dtirhct} fk rhc jite ij i|ck%ckbcb psc}rfik `r rhc ckb ij rhc

psc}rfikk`ftc+

FF+ Miaacmrfik ij ]cmikb`tv B`r`?

Fkrctkà `kb cxrctkà }cmikb`tv b`r` f} miaacmrcb jit rhc |st|i}c ij

}rsbv+ Fkrctkà }cmikb`tv b`r f} miaacmrcb ~frhfk rhc mie|`kv+ Rhf} b`r`

fkmasbc} mie|`kv tcmitb}! |tczfis} tc}c`tmh tc|itr} `kb irhct tcacz`kr

fkjite`rfik+



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R`r` jist ~hccact} `r EN Dtirhct} @srieidfac \zr+ Arb+ Kcaaitc+

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]mi|c?

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rhc ms}riect} ik ‑ms}riect jccb d`mg―+

Rhc }mi|c ij rhc }rsbv fkziazc} rhc miaacmrfik ij rhc b`r` jite rhc

ms}riect} `r EN Dtirhct} @srieidfac \zr+ Arb+ Kcaaitc+

]è|afkn \timcbstc?



]fe|ac t`kbie }è|afkn `||ti`mh h`} dcck `bi|rcb+

Tc}c`tmh ||ti`mh?

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Eibc ij mieeskfm`rfik?

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psc}rfikk`ftc}+

0+ \ct}ikà fkrctzfc~

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=+ E`fa fkrctzfc~

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eibc ij mieeskfm`rfik+ Jstrhct cx|a`k`rfik} `kb ma`}}fjfm`rfik} m`k dc e`bc

fj bc}ftcb+ ]i rhc |ct}ikà fkrctzfc~ ~`} mikbsmrcb jit rhc }rsbv+

]r`rf}rfmà `kàv}f}?

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b`r`! ~hfmh h`} dcck miaacmrcb dv }stzcv s}fkn ` }rtsmrstà psc}rfikk`ftc! h`}

dcck }v}rce`rfmàav itn`kfcb! r`dsa`rcb `kb cbfrcb! }i `} ri |ti|ctav `kàvc

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MH@TR ” 02



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