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neehpfn`oa |pdjaz dg vma jhqgvpt'

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Bat zvpagcvmz

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saoo)a~qd||af ih`doa manovmjnpa ungz h|apnvdgc dg vma Dgfdng zvnvaz he \qgkn`/

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Dgfqzvpt |phedoa

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Vma eqvqpa he Dgfdng |mnpinjaqvdjno zajvhp ohhbz a}vpaiaot |hzdvdua' Dgfdng

|mnpin jhi|ngdaz npa utdgc ehp vma `pngfaf cagapdj fpqc z|nja vh pacdzvap vmadp

coh`no |pazagja' Zauapno Dgfdng |mnpinjaqvdjno jhi|ngdaz mnua nj~qdpaf

jhi|ngdaz dg vma QZ ngf Aqph|a ngf ingt hvmapz npa pndzdgc eqgfz vh fh zh' Ehp

a}ni|oa/ Png`n}t nj~qdpaf Phingdn#z Vapn|dn/ Avmdiaf GU he @aocdqi ngf

CZB#z cagapdj `qzdgazz Nooag Z|N dg Dvnot' Fp Pafft#z nj~qdpaf Caping cagapdj

fpqc inbap @avn|mnpi' Jhi|ngdaz odba Coaginpb \mnpin/ Oq|dg/ Nqph`dgfh

ngf Kq`dongv Hpcnghztz npa hg vma ohhbhqv ehp oqjpnvdua nj~qdzdvdhgz'

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ZSHV NGNOTZDZ

ZVPAGCVMZ;

Ohs jhzv he |phfqjvdhg'

Onpca |hho he dgzvnooaf jn|njdvdaz

Aeedjdagv vajmghohcdaz ehp onpca gqi`ap he Cagapdjz'

Onpca |hho he zbdooaf vajmgdjno ing|hsap'

Dgjpanzdgc od`apnod{nvdhg he chuapgiagv |hodjdaz'

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SANBGAZZ;

Epnciagvnvdhg he dgzvnooaf jn|njdvdaz'

Ohs vajmghohct oauao he Jn|dvno Chhfz he vmdz zajvdhg'

Ghg)nundon`dodvt he inkhp dgvapiafdnpdaz ehp `qob fpqcz'

Onjb he a}|apdagja vh a}|ohdv aeedjdagvot vma gas |nvagv pacdia'

Uapt ohs bat P%F'

Ohs zmnpa he Dgfdn dg Shpof \mnpinjaqvdjno \phfqjvdhg

Uapt ohs oauao he @dhvajmghohct dg Dgfdn ngf nozh ehp Gas Fpqc Fdzjhuapt

Ztzvaiz'

Onjb he a}|apdagja dg Dgvapgnvdhgno Vpnfa'

Ohs oauao he zvpnvacdj |onggdgc ehp eqvqpa ngf nozh ehp vajmghohct

ehpajnzvdgc'

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VMPANVZ;

Jhgvndgiagv he pdzdgc manovm)jnpa jhzv'

Mdcm Jhzv he fdzjhuapdgc gas |phfqjvz ngf easap fdzjhuapdaz'

Zvpdjvap pacdzvpnvdhg |phjafqpaz'

Mdcm agvpt jhzv dg gasap inpbavz'

Mdcm jhzv he znoaz ngf inpbavdgc'

Jhi|avdvdhg/ |npvdjqonpot ephi cagapdj |phfqjvz'

Ihpa |hvagvdno gas fpqcz ngf ihpa aeedjdagv vmapn|daz'

Zsdvjmdgc huap ehpi |phjazz |nvagv vh |phfqjv |nvagv'

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Jqzvhiap Jnpa Zvpnvact ) Ng Huapudas

Vma Jqzvhiap Jnpa zvpnvact 0

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Fauaoh|iagv he n |hpvehodh he Jqzvhiap Jnpa vpndgdgc ehp vma Png`n}t

Fauaoh|iagv he vma Png`n}tz Jqzvhiap Jnpa n||pndzno jhi|avagjdaz

sdvm vma Hpcngdznvdhgno Fauaoh|iagv Vani

Fauaoh|dgc vma Png`n}tz Jhiiagvz/ Jhi|odiagvz ngf Jhi|ondgvz

ztzvai vh faoduap ihpa ingncaiagv dgehpinvdhg sdvm vma Jqzvhiap Paonvdhgz

Heedjapz ngf vmadp fa|qvdaz dg anjm Fdpajvhpnva

Fauaoh|iagv he jqzvhiap ehjqzaf jhgzqovnvdhg sdvm vma @azv Unoqa vani

Zq||hpvdgc vma azvn`odzmiagv he n Jqzvhiap Paonvdhgzmd| Ingncaiagv

ztzvai vmphqcm vma Njjazz vh Zapudjaz Zvpnvact

Jh)hpfdgnvdhg he vma Png`n}tz Njjazz Jmnggao Vani sdvmdg vma Njjazz

vh Zapudjaz \phkajv vh agzqpa Png`n}t sdfa dguhouaiagv ngf nfh|vdhg he gas

vajmghohct dg nffdvdhg vh |phudfdgc vpndgdgc vh |phihva a}jaooagja dg Jqzvhiap

Jnpa

Vma zvpnvact mnz `aag faudzaf ngf |pdhpdvdzaf qzdgc vma ehoohsdgc zhqpjaz he

dgehpinvdhg;

Vma Png`n}t#z Jhi|pamagzdua A~qnodvt \hodjt

Vma Png`n}t#z Pnja A~qnodvt Zjmaia

Vma Jhp|hpnva Zvpnvacdj H`kajvduaz ehp 0

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Shpbzmh|z hg Jqzvhiap Jnpa Zvngfnpfz ) Int 0

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Azvn`odzmiagv he n joanp zapudja `pngf ehp vma Png`n}t `nzaf q|hg

faoduapdgc hqp Jqzvhiap Jnpa zvngfnpfz hg n jhgzdzvagv `nzdz dg noo zapudjaz vmnv

hqp jhiiqgdvt jng |onja vpqzv dg' Nffdvdhgno zapudja jhiidviagvz hp vnpcavz int

zq||oaiagv vmaza zvngfnpfz' Vma Jqzvhiap Jnpa zvngfnpfz/ mhsauap/ int ghv

`a novapaf sdvmdg hvmap zapudjaz'

Ai|ohtaaz saoo vpndgaf dg Jqzvhiap Jnpa/ jhgedfagv vh fano sdvm noo hqp

jqzvhiapz/ ngf enjdgc ngt jmnooagca/ dg n |pheazzdhgno ngf jnpdgc snt

Ng a}jaooagv zapudja a}|apdagja ehp noo hqp jqzvhiapz/ ianzqpaf `t n

pngca he vhhoz/ hg n jhgvdgqhqz `nzdz' Vmdz sdoo noohs qz vh pajhcgdza mhs ngf

smag sa jng fh vmdgcz `avvap'

Vma Jqzvhiap Jnpa zvpnvact dz vmapaehpa za|npnvaf dgvh : aoaiagvz;

>' Jqzvhiap Jnpa Zvngfnpfz

0' Jqzvhiap Jnpa Zbdooz % Bghsoafca

:' Jqzvhiap A}|apdagja Ingncaiagv

Vma Jhp|hpnva Jqzvhiap Zapudjaz vani sdoo ingnca vma zvpnvact `qv dv sdoo hgot

`a eqoot aeeajvdua sdvm vma zq||hpv he noo aeeajvaf `t vma |hodjdaz ngf |phjafqpaz

fauaoh|af vh njmdaua vma chnoz zvnvaf n`hua' Vdiazjnoaz mnua `aag nzzdcgaf vh

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bat shpb aoaiagvz he vma zvpnvact `qv vmaza sdoo `a eoa}d`oa `nzaf hg vma

jmngcdgc gaafz he hqp jqzvhiapz `hvm dgvapgno ngf a}vapgno'

Vma jmnpv hg vma ehoohsdgc |nca dooqzvpnvaz vma Jqzvhiap Jnpa Zvpnvact ngf dvz

paonvdhgzmd| vh vma Njjazz vh Zapudjaz Zvpnvact ) Njjazz vh Zapudjaz `adgc z|odv dg

vh Jqzvhiap Jnpa ngf Zapudja Faoduapt'

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Jqzvhiap Jnpa Zvpnvact

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Jqzvhiap Jnpa Zvngfnpfz

Vh fauaoh| zdi|odedaf Jqzvhiap Jnpa zvngfnpfz ehp vma Png`n}t' Vmaza npa vma

Png`n}t#z unoqaz vmnv sdoo jpanva znvdzedaf jqzvhiapz/ dgvapgnoot ngf a}vapgnoot'

Vma zvngfnpfz npa fazdcgaf vh azvn`odzm n jhgzdzvagjt dg hqv|qv smdozv agzqpdgc

vmnv sa jng `a paz|hgzdua vh vma dgfdudfqno gaafz ngf sngvz he vma jqzvhiap nv

vma vdia' Vmdz dz hevag paodngv hg vma oauao he jnpa zmhsg `t vma ai|ohtaa' Sa

vmapaehpa ndi vh zvngfnpfdza vma zbdooz ngf bghsoafca vmnv zdv `amdgf vma zapudja

faoduapt |phjazz' Sa sdoo agzqpa vmnv vmaza zvngfnpfz npa jhgvdgqnoot paudasaf

`nzaf hg hqp jqzvhiapz# eaaf`njb zh vmnv Jqzvhiap Jnpa a}jaooagja dz

indgvndgaf vmphqcm jhgvdgqhqz di|phuaiagv'

Dv dz di|hpvngv vh ghva vmnv vma Png`n}t#z Jqzvhiap Jnpa Zvngfnpfz n||ot vh noo

hqp zapudjaz' Mhsauap vma Jqzvhiap Jnpa zvngfnpfz npa nozh n epniashpb vmnv

noohs dgfdudfqno zapudjaz vh inba nffdvdhgno jhiidviagvz vh vmadp jqzvhiapz

n`hqv vma snt dg smdjm vmat sdoo faoduap vmadp zapudja'

Sa npa n`oa vh ingnca hqp jqzvhiapz# a}|ajvnvdhgz `t vma zvngfnpfz sa zav ehp

hqpzaouaz' @t zavvdgc ngf iaavdgc hqp Jqzvhiap Jnpa zvngfnpfz hqp jqzvhiapz

npa ihpa odbaot vh mhof vma unoqaz sa sngv vmai vh mnua dg fanodgcz sdvm qz/ vmdz

n||odaz vh dgvapgno jqzvhiapz vhh;

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Vmat |nt hg vdia

Vmat |phudfa chhf ngf mao|eqo eaaf`njb

Vmat inba n jhiidviagv vh qz

Vmat jng vhoapnva ihiagvnpt mdjjq|z

Vmat npa dgvapazvaf dg smnv sa fh

Dv dz azzagvdno vmnv vma pa~qdpaiagv vh ehoohs vma Png`n}t#z Jqzvhiap Jnpa

Zvngfnpfz `a |onjaf hg ngt jhgvpnjvhp zaoajvaf vh |phudfa n zapudja hg hqp

`amnoe' Vmdz dz azvn`odzmaf nz n pa~qdpaiagv he vma Png`n}t#z Jhgvpnjv Zvngfdgc

Hpfapz ngf iqzv ehpi |npv he vma aunoqnvdhg jpdvapdn ehp n||hdgvdgc n jhgvpnjvhp'

Jhgvpnjvhpz iqzv `a pa~qdpaf/ qgfap jhgvpnjv vh iaav vma zvngfnpfz vmnv sa mnua

azvn`odzmaf'

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Npan Njvdhg \hdgvz

Paudas he Jqzvhiap Jnpa Zvngfnpfz >' Zqpuat Jqzvhiapz

0' Zvnee Shpbzmh|z

:' Paudas eaaf`njb ncndgzv a}dzvdgc

zvngfnpfz

6' Fpnev gas zvngfnpfz

1' Gas Zvngfnpfz vh Ingncaiagv

@hnpf ehp N||phuno

5' Gas Zvngfnpfz vh Ingncaiagv

Vani

3' Gas Zvngfnpfz vh \apehpingja ngf

Paudas Jhiidvvaa

=' Gas Zvngfnpfz vh Jn`dgav\q`odjnvdhg he Gas Jqzvhiap Jnpa

Zvngfnpfz

>' \hzvap Jni|ndcg

0' \phfqjvdhg he #\qvvdgc \ah|oa Edpzv

Oaneoav#8

:' Dgjoqfa dg eqvqpa Zvpaav \ongz(N)[

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|q`odjnvdhgz

6' \pazz paoanza

1' Hqvohhb

5' GMFJ Gasz

3' Vani @pdae Jqzvhiap Jnpa Afdvdhg

#\qvvdgc \ah|oa Edpzv#

=' \phihva vh \npvgapzmd|z

4' \phihva vh Jhgvpnjvhpz

>' Zqpuat Jqzvhiapz nggqno vmphqcm

a}dzvdgc jhgzqovnvdhg

0' Zqpuat Zvnee ) nggqno vmphqcm zvnee

zqpuat' \hzzd ot vmphqcm Png`n}t

ai|ohtaa zqpuat -odndzhg sdvm MP hp

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`az|hba Jqzvhiap Zapudja zqpuat dg

jhgkqgjvdhg sdvm Jhgzqovnvdhg Heedjap$

:' Ngnotzdz he Jqzvhiap A}|apdagja

Ingncaiagv Fnvn nggqno paudas he

vpagfz

6' Fauaoh|iagv he jqzvhiap eaaf`njb

ephi dgfdudfqnoz(cphq|z sdvm z|ajdno

gaafz

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Jqzvhiap Jnpa Zbdooz % Bghsoafca

Vh fauaoh| n ihfqonp |hpvehodh he Jqzvhiap Jnpa vpndgdgc -dg)mhqza ngf a}vapgno$

vh a~qd| hqp ai|ohtaaz sdvm vma zbdooz ngf bghsoafca vmat pa~qdpa vh iaav vma

Png`n}t#z Jqzvhiap Jnpa zvngfnpfz' Vma vpndgdgc sdoo |phcpazz ephi Dgfqjvdhg

vmphqcm vh Jhp|hpnva Jqzvhiap Jnpa ngf dgjoqfa vndohpaf |phcpniiaz nz

pa~qdpaf `nzaf hg eaaf`njb ephi hqp ai|ohtaaz ngf jqzvhiapz'

\q`odj zapudja ai|ohtaaz jng hevag jhia dg vh jhgvnjv sdvm jqzvhiapz vmnv npa dg

fdzvpazz ngf ngcpt zhiavdiaz nv mnudgc vh jhi|ot sdvm oacdzonvdhg sa mnua n fqvt

vh agehpja' Sa iqzv a~qd| hqp ai|ohtaaz sdvm vma zbdooz vmat gaaf vh fano sdvm

zqjm zagzdvdua dzzqaz zh vmnv vma mdcmazv oauao jnpa dz cduag vh hqp jqzvhiapz'

Dgaudvn`ot dg n onpca hpcngdznvdhg vmdgcz fh ch sphgc ephi vdia vh vdia' Vma

di|hpvngv vmdgc dz mhs sa ch n`hqv ed}dgc vma |ph`oai ngf vma Jqzvhiap Jnpa

zbdooz vmnv npa qzaf dg zapudja pajhuapt ngf inbdgc n jmngca vh agzqpa vmnv vma

znia idzvnba dz oazz odbaot vh hjjqp ncndg'

Smag n jhgvpnjvhp |phudfaz Png`n}t zapudjaz dv dz azzagvdno vmnv vma |phjqpdgc

heedjap aunoqnva jhi|ngdaz hg vma `nzdz he vma Jqzvhiap Jnpa vpndgdgc vmnv vmat

|phudfa vh vmadp ai|ohtaaz' De n||ph|pdnva dv dz zqccazvaf vmnv jhgvpnjvhpz npa

jhi|aooaf vh zagf vmadp ai|ohtaaz hg Png`n}t Jqzvhiap Jnpa vpndgdgc jhqpzaz

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de vmat fh ghv |phudfa vmadp hsg hp de jqzvhiap jnpa |apehpingja dzzqaz npdza dg

vma fqpnvdhg he vma jhgvpnjv'

Npan Njvdhg \hdgvz

Dgfqjvdhg Vpndgdgc >' Cagapdj Jqzvhiap Jnpa Dgvphfqjvdhg

0' Qgdehpi Vaoa|mhga Vpndgdgc

:' Qgdehpi Jhiiagvz/ Jhi|odiagvz

ngf Jhi|ondgvz VpndgdgcJhp|hpnva Vpndgdgc \phcpniia `nzaf

hg Jqzvhiap Jnpa Zvngfnpfz

>' \phfqjvdhg he @azv \pnjvdja Cqdfa vh

Jqzvhiap Jhgvnjv

0' Azvn`odzmiagv he ihfqonp

|phcpniia vh jhuap;

n$ \qvvdgc \ah|oa Edpzv ) Paonvdgc vh

Thqp Jqzvhiapz Shpb`hhb |phcpniia

ehp noo zvnee fauaoh|af sdvm Mqing

Pazhqpjaz

`$ Dgvphfqjvdhg vh Fduapzdvt -0 Mhqpz$

fauaoh|af sdvm vma A~qnodvdaz Heedjap

j$ Jhgvnjv Zbdooz ngf Zvngfnpfz; d$

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Vaoa|mhga dd$ Enja vh Enja ddd$ Spdvdgc

dgjoqfdgc A)indo -Mnoe Fnt$

f$ Fanodgc sdvm Jhgeodjv -0 mhqpz$

a$ Fanodgc sdvm Jhiiagvz/

Jhi|odiagvz ngf Jhi|ondgvz -0 Mhqpz$Jhp|hpnva N||phuaf Jqzvhiap Jnpa

A}vapgno Jhqpzaz

>' Spdvdgc Zbdooz Jhqpza -q|fnvaf

jhqpza ephi Mqing Pazhqpjaz$

0' Fduapzdvt Vpndgdgc -ephi A~qnodvdaz

Zvaapdgc Cphq|$

:' Ephi Jhi|ondgv vh Jhi|odiagv )

Zvnee Vpndgdgc

6' Ephi Jhi|ondgv vh Jhi|odiagv

Ingncap Vpndgdgc

1' Jqzvhiap Jhgeodjv Shpbzmh| -ephi

Pdzb Ingncap$

5' Azvn`odzm n epniashpb he A~qno

Njjazz vpndgdgc ehp zapudja faoduapt zvnee

a'c' zapudgc |mtzdjnoot fdzn`oaf

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jqzvhiapz@azv |pnjvdja epniashpb ehp Jqzvhiap

Jnpa vpndgdgc odgbaf vh GU^#z(Dgfqzvpt

Zvngfnpfz

>' Dgvphfqjvdhg he eqpvmap `azv |pnjvdja

vpndgdgc dg Jqzvhiap Zapudja

0' Eanzd`dodvt he Jhp|hpnva Iai`apzmd|

vh Dgzvdvqva he Jqzvhiap Zapudja

:' Dgvphfqjvdhg he GU^ ~qnodedjnvdhgz dg

Jqzvhiap Zapudja -noo sdvm Mqing

Pazhqpjaz$Fauaoh|iagv he Jqzvhiap Jnpa

Jhi|avagjdaz

>' Eqpvmap fauaoh|iagv he Jqzvhiap

Jnpa Jhi|avagjdaz `nzaf hg kh`

cpnfaz(cphq|dgcz -sdvm Mqing

Pazhqpjaz$

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Npan Njvdhg \hdgvz

Jhiiagvz/ Jhi|odiagvz ngf

Jhi|ondgvz

>' Onqgjm paudzaf Jhiiagvz/

Jhi|odiagvz ngf Jhi|ondgvz fnvn`nza

0' Fauaoh| ngnotzdz he jhppajvdua

njvdhg/ |q`odjdza njvdhg vnbag

:' Fauaoh| ngnotzdz he jhiiagvz/

jhi|odiagvz ngf jhi|ondgvz |nzzaf vh

|npvgapz ngf jhgvpnjvhpz

6' Azvn`odzm zvngfnpfdzaf |apehpingja

pa|hpv ehp Fdpajvhpnvaz/ |pa|npaf `t

Jqzvhiap Paonvdhgz Heedjapz

1' Zd} ihgvm pa|hpvdgc he Jhiiagvz

Jhi|odiagvz ngf Jhi|ondgvz vh

Ingncaiagv @hnpf/ \apehpingja ngf

Paudas Jhiidvvaa/ Zvngfnpfz

Jhiidvvaa

5' \q`odjnvdhg he zd} ihgvm |apehpingja

dg GMFJ Gasz ngf HqvohhbVaoa|mhga Itzvapt Zmh||dgc >' Dgvapgno

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Dgvapgno n$ Vmpaa pa|hpvz vh Fdpajvhpnvaz n tanp

`$ Jhi dga pazqovz sdvm ^qnpvapot

Ohccap pa|hpv vh ehpi gas Vaoa|mhga

\apehpingja Pa|hpv

j$ Pa|hpv pazqovz dg Vaoa|mhga

\apehpingja Pa|hpv vh Ingncaiagv

@hnpf ngf \apehpingja ngf Paudas

JhiidvvaaVaoa|mhga Itzvapt Zmh||dgc

A}vapgno

0' A}vapgno

n$ Indgvndg a}dzvdgc zqpuat `nzaf hg

vmpaa itzvapt zmh|z fqpdgc vma tanp/

dguazvdcnva eanzd dodvt vh ihua vh n

~qnpvapot |phcpniia

`$ Paudas ehjqz he anjm itzvapt zmh|

sdvm vma Njjazz Jmnggao Vani vh ehjqz

hg npanz he jhgjapg

j$ Pa|hpv pazqovz he anjm zqpuat vh

Ingncaiagv @hnpf ngf \apehpingja

ngf Paudas Jhiidvvaa

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f$ \q`odzm nggqno pazqovz dg vma

\apehpingja ngf Paudas \ong

a$ \q`odzm pazqovz dg GMFJ gasz ngf

Hqvohhb

e$ \phihva pazqovz vmphqcm Vani @pdae

\qvvdgc \ah|oa EdpzvZvnee Zapudja Faoduapt Zqpuat >' Dguazvdcnva |hzzd`dodvt he pqggdgc

zqpuat dg jhgkqgjvdhg sdvm MP

0' Dguazvdcnva |hzzd dodvt he qzdgc

pazhqpjaz dg Jhgzqovnvdhg qgdv vh nzzdzv

dg zqpuat qzdgc ZGN\

:' Fpnev ngf \dohv zqpuat

6' Phoo hqv nggqno zqpuat@agjminpbdgc >' Nggqno iaavdgc he Jqzvhiap Jnpa

Ehpqi Mapvehpfzmdpa Png`n}tz

0' Dguazvdcnva h|vdhgz he `agjminpbdgc

vmphqcm iai`apzmd| he vma Dgzvdvqva he

Jqzvhiap Zapudja sdvm d$ |q`odj zajvhp

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ngf dd$ |pdunva zajvhp hpcngdznvdhgz

:' Hpcngdza |phcpniia he jhi|npnvdua

zqpuatz ehjqzaf hg bat npanz he

Jqzvhiap Jnpa;

n$ Jhi|ondgvz

`$ Jqzvhiap Jnpa Zvngfnpfz

j$ A~qno Njjazz

f$ Jqzvhiap Zapudja Jagvpaz(Zmh|zJhgzqovnvdhg >' \ong n||phnjm vh Jqzvhiap

Jhgzqovnvdhg pacnpfdgc Jqzvhiap Jnpa

sdvm @azv Unoqa qgdv

n$ Jdvd{ag \ngao

`$ Fdzvpdjv Sdfa Zqpuat

j$ A~qno Njjazz Cphq|z sdvm vma

A~qnodvdaz Heedjap

0' Fauaoh| fdcazv he jqzvhiap eaaf`njb

ephi `azv unoqa paudasz sdvm vma

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Jhgzqovnvdhg qgdv he @azv Unoqa

:' Dguazvdcnva n||phnjm sdvm

\npvgapzmd|z

6' Dguazvdcnva n||phnjm vh bat

jhgvpnjvhpzJqzvhiap Paonvdhgzmd| Ingncaiagv >' \qpjmnza gas vaoa|mhga ztzvai vmnv

dgvacpnvaz vaoa|mhga fdpajvhpdaz ngf

noohsz vma uhdja ztzvai vh dgvacpnva

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0' Azvn`odzm pa~qdpaiagvz he JPI

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8/9/2019 Customer Care Strategy of Ranbaxy

49/50

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8/9/2019 Customer Care Strategy of Ranbaxy

50/50

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