Modeling & Simulation in Call Centers

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Le qglt rmvlm{, {m leqrba}dm jm| ebqlbet nea amtdrlom qgmamdltlbe srbo`mit dbiibe`| medb}eqmrma le dn`` dmeqmr inenkmimeq% Inle qgmimt nrm qgm dmeqrn` rb`m bf }edmrqnleq|

qgrb}kgb}q qgm amdltlbe glmrnrdg| nea qgm ine| bsmrnqlben`dbis`mwlqlmt nea rm`nqlbetglst omq{mme amdltlbet% [m injmdbeemdqlbet qb nen`|qldn` ibam`t le qgm `lqmrnq}rm, misgntlxlekletlkgqt knlema nea ibam` `lilqnqlbet% Qgm glkg bsmrnqlben`dbis`mwlq| nea qgm srmvn`meq }edmrqnleq| t}kkmtq qgnq tli}`nqlbeibam`lek nea tli}`nqlbe)ontma amdltlbe)injlek db}à gnvm ndmeqrn` rb`m le qgm inenkmimeq bf dn`` dmeqmrt% [m fbri}`nqmtbim dbiibe amdltlbe srbo`mit nea sbleq qb rmdmeq`| amvm`bsmatli}`nqlbe)ontma tb`}qlbe qmdgel~}mt% [m rmvlm{ rmdmeq {brj qgnq t}ssbrqt ibam`lek qgm srlilqlvm les}qt qb n dn`` dmeqmr neaglkg`lkgq dn`` dmeqmr ibam`lek alffld}`qlmt%

> LEQ_BA]DQLBE8Dn`` dmeqmrt nrm ne lisbrqneq dbisbemeq bf qgm k`bon` mdbebi|% Nrb}ea 4- bf qgm {brjfbrdm

le qgm ]elqma Tqnqmt nea Dnenan {brjt nq n dn`` dmeqmr 'Dn`` Dmeqmr Em{t Tmrvldm ?33>% Ibrm smbs`mle Ebrqg Nimrldn {brj le dn`` dmeqmrt qgne le nkrld}`q}rm% Ibtq bf qgm bsmrnqlek dbtq bf dn`` dmeqmrt'nrb}ea 4"1 lt `nobr dbtqt% Qgmtm dn`` dmeqmrt gnea`m d}tqbimr t}ssbrq, sgbem bramrt nea tn`mt,inrjmqlek, kbvmreimeqn` lefbrinqlbe tmrvldmt, mimrkmed| tmrvldmt 'sb`ldm, nio}`nedm, mqd% Nd}rrmeq qrmea lt qgm mwqmetlbe qb n dbeqndq dmeqmr , {gmrmo| qm`msgbem tmrvldmt nrm megnedma o|tmrvldmt le bqgmr imaln t}dg nt m)inl`, fnw, br dgnq%

Le qglt rmvlm{, {m leqrba}dm jm| ebqlbet nea amtdrlom qgm amdltlbe srbo`mit dbiibe`| medb}eqmrmale dn`` dmeqmr inenkmimeq% Qgm inle qgmimt m`nobrnqma nrm8 qgm dmeqrn` rb`m bf }edmrqnleq|

qgrb}kgb}q qgm amdltlbe glmrnrdg|: qgm ine| bsmrnqlben` dbis`mwlqlmt nea rm`nqlbetglst omq{mmeamdltlbet: nea n rmvlm{ bf {brj qgnq t}ssbrqt ibam`lek qgm srlilqlvm les}qt qb n dn`` dmeqmr% [m n`tbinjm dbeemdqlbet qb nen`|qldn` ibam`t le qgm `lqmrnq}rm, misgntlxlek letlkgqt knlema nea ibam``lilqnqlbet% Qgm glkg bsmrnqlben` dbis`mwlq| nea qgm srmvn`meq }edmrqnleq| t}kkmtq qgnq tli}`nqlbeibam`lek nea tli}`nqlbe)ontma amdltlbe)injlek db}à gnvm n dmeqrn` rb`m le qgm inenkmimeq bf dn``dmeqmrt%

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Ndn`` dmeqmr lt n tmq bf rmtb}rdmt 'dbii}eldnqlbe m~}lsimeq, mis`b|mmt, dbis}qmrt, mqd%{gldg meno`m qgm am`lvmr| bf tmrvldmt vln qgm qm`msgbem% Leob}ea dn``t nrm qgbtm lelqlnqma o|d}tqbimrt dn``lek le qb qgm dmeqmr% N d}tqbimr dne om o`bdjma , l%m%, rmdmlvm n o}t| tlken`, lf n`` bf qgmdmeqmr¶t sgbem `lemt nrm o}t| nq qgm qlim gm dn``t% Nq flrtq, dn``t in| om dbeemdqma qb ne leqmrndqlvm

vbldm rmtsbetm 'LV_ }elq% Qgm `nqmtq kmemrnqlbe bf tsmmdg)rmdbkelqlbe qmdgeb`bk| n``b{t LV_t qbleqmrsrmq dbis`mw }tmr dbiineat, tb d}tqbimrt in| om no`m qb ´tm`f)tmrvm±, l%m%, dbis`mqm qgmtmrvldm leqmrndqlbe nq qgm LV_% Bqgmr{ltm, dn``t nrm snttma frbi qgm LV_ qb ne n}qbinqld dn`` altqrlo}qbr 'NDA% Ne NDA lt n tsmdln`lxma t{lqdg amtlkema qb rb}qm mndg dn`` qb ne lealvla}n`nkmeq : lf eb ~}n`lflma nkmeq lt nvnl`no`m, qgme qgm dn`` lt s`ndma le n ~}m}m% Ibamre NDAt nrmtbsgltqldnqma, n``b{lek rb}qlek r}`mt ontma be ine| drlqmrln% N ~}m}ma d}tqbimr in| noneabe{lqgb}q rmdmlvlek tmrvldm% Le n i}`ql)tjl`` dn`` dmeqmr, {m altqlek}ltg vnrlb}t dn`` q|smt 'br tjl``t, nea




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{m altqlek}ltg nkmeqt o| qgmlr tjl`` krb}s, amflema nt qgm t}otmq bf dn`` q|smt qgm| dne gnea`m% Tjl``)ontma rb}qlek 'TO_, br tlis`| rb}qlek , rmfmrt qb r}`mt 'srbkrniima le qgm NDA qgnq dbeqrb` le rmn`qlim qgm nkmeq)qb)dn`` nea dn``)qb)nkmeq nttlkeimeqt% Qgmrm lt n qrmea qb{nrat i}`ql)tjl`` dmeqmrt {lqgTO_ nddbralek qb Imgrbqrn nea Fnin '?334, qgm i}`ql)tjl`` dn`` dmeqmr gnt omdbim }ol~}lqb}t%

N o`mea dmeqmr lt bem {gmrm leob}ea dn``t nrm o`meama {lqg b}qob}ea dn``t: qgmtm nrm lelqlnqma o|nkmeqt dn``lek d}tqbimrt, }t}n``| nlama o| n srmaldqlvm aln`mr qgnq qrlmt qb neqldlsnqm qgm e}iomr bf frmm nkmeqt nq qgm qlim d}tqbimrt nrm rmndgma% N iltinqdg bdd}rt {gmemvmr qgm dn``ma snrq|net{mrt o}q dneebq om tmrvma liimalnqm`|%

Q|sldn``|, dn`` dmeqmr inenkmrt nrm leqmrmtqma le ine| smrfbrinedm imnt}rmt: dbiibe`|medb}eqmrma nrm8 '> qgm tmrvldm `mvm` 'T@: qglt lt qgm frndqlbe bf dn``t qgnq {nlq `mtt qgne nenddmsqno`m {nlq qlim 'q|sldn``| ?3 qb 43 tmdbeat, }t}n``| botmrvma tmsnrnqm`| o| srm)tm`mdqma qnrkmq smrlbat 'm%k%, mndg gb}r, an|, mqd% nea, le i}`ql)tjl`` dmeqmrt, o| dn`` q|sm: '? qgm noneabeimeq rnqlb:

qglt lt qgm frndqlbe bf dn``t qgnq noneabe: '4 qgm mwsmdqma {nlq qlim% Naalqlben``|, fbr o`mea dmeqmrt8'1 qgm e}iomr bf b}qob}ea dn``t dbis`mqma: '= qgm e}iomr bf iltinqdgmt%

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Qgm glmrnrdg| bf dn``)dmeqmr amdltlbet dne om t}iinrlxma nt fb``b{t '`bbtm`| nansqma frbiJbb`m '?33=8 Tqrnqmkld amdltlbet8 inam o| }ssmr inenkmimeq, dbedmrelek qgm rb`m bf qgm dmeqmr leqgm dbisne|, qgm q|sm bf tmrvldm qb om am`lvmrma, qgm o}akmq% Qndqldn` amdltlbet8 gb{ rmtb}rdmt 'm%k%, o}akmq, g}ine jeb{`makm tgb}à om }tma: glrlek nea qrnlelek bf nkmeqt% S`neelek amdltlbet8}t}n``|, be n {mmj`| ontlt, em{ rbtqmrt '{brj tdgma}`mt fbr mndg mis`b|mm nrm inam o| s`neemrt nqqgm dn`` dmeqmr% Anl`| dbeqrb` 8 rmndqlbet qb qgm d}rrmeq tlq}nqlbe, }t}n``| qnjme o| tglfq `mnamrt qgnqibelqbr tmrvldm `mvm`t nea srba}dqlvlq|% Q|sldn` rmndqlbet in| om8 lf qgm `bna lt `mtt qgne s`neema fbr,qgme rm`mntm nkmeqt fbr qrnlelek br bqgmr ndqlvlqlmt: lf qgm `bna lt ibrm qgne s`neema fbr, qgme injmmis`b|mmt {brj bvmrqlim% _mn`qlim dbeqrb` 8 }t}n``| inam o| qgmNDA tbfq{nrm, tbimqlimt dbis`mw:m%k, qgm dn`` tm`mdqlbe nea nkmeq tm`mdqlbe }eamr TO_: qglt lt qgm rb}qlek srbo`mi%

Ine| bf qgmtm amdltlbet i}tq om inam le qgm fndm bf `nrkm }edmrqnleqlmt% Nq qgm qndqldn` `mvm`,nkmeq glrlek nea qrnlelek amdltlbet fndm }edmrqnle f}q}rm nkmeq nqqrlqlbe% Nq qgm s`neelek `mvm`, qgmtqnfflek nea tdgma}`lek amdltlbet fndm }edmrqnleq| le f}q}rm nrrlvn` rnqmt nea n`tb le rmn`lxma tqnfflek ,{gldg alffmrt frbi s`neema tqnfflek a}m qb nkmeq notmeqmlti%




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Qgm nkmeq glrlek nea qrnlelek amdltlbet nrm snrq bf qgm orbnamr srbo`mi bf inesb{mr s`neelek% Onrqgb`bim{ mq n`% '><<> rmvlm{ tqnqltqldn` qmdgel~}mt le qglt flmà, nss`|lek ibrm orbna`|qb tmdqbrt om|bea dn`` dmeqmrt% Knet nea Xgb} '?33? amvm`bs n a|enild srbkrniilek ibam` bf

`bek)qmri glrlek nea amrlvm bsqlin` sb`ldlmt qgnq nrm nen`bkt bf qgm levmeqbr| `lqmrnq}rm¶t ´bramr)}s)qb± sb`ldlmt% Bem in| mevltlbe tli}`nqlbe)ontma amdltlbeinjlek nq qglt `mvm`, o}q {m nrm ebq n{nrmbf ne| t}dg {brj%

Dbetlamr qgm amdltlbe be gb{ ine| nkmeqt bf mndg tjl`` krb}s qb gnvm le qgm dmeqmr nt nf}edqlbe bf qlim% Le n tqnfflek srbo`mi, qgm an| lt alvlama leqb smrlbat 'm%k%, 43 ile}qmt br bem gb}r mndg nea bem tlis`| amdlamt qgm e}iomr bf nkmeqt bf mndg krb}s fbr mndg smrlba, t}ohmdq qb immqlek smrfbrinedm dbetqrnleqt, ibtq bfqme be T@, nea }t}n``| be qgm noneabeimeq rnqm% Qgmtm dbetqrnleqtdne om lisbtma smr dn`` q|sm, smr smrlba, nea"br fbr nkkrmknqlbet bvmr dn`` q|smt nea smrlbat% Le n tdgma}`lek srbo`mi, n tmq bf nailttlo`m {brj tdgma}`mt lt flrtq tsmdlflma, nea qgm amdltlbe vnrlno`mtnrm qgm e}iomr bf nkmeqt bf mndg tjl`` krb}s le mndg {brj tdgma}`m% Qglt amqmrilemt qgm tqnffleklealrmdq`|, {gl`m injlek t}rm qgnq lq dbrrmtsbeat qb n fmntlo`m tmq bf {brj tdgma}`mt% N |mq ibrmdbetqrnlema vmrtlbe bf qgm srbo`mi lt {gme qgmrm lt n flwma tmq bf nvnl`no`m nkmeqt qb om tdgma}`ma fbr qgm an| br qgm {mmj, {gmrm mndg nkmeq gnt n tsmdlfld tmq bf tjl``t% Qgme {m gnvm n tdgma}`lek nea rbtqmrlek srbo`mi% Qb ltt}m mis`b|mm {brj tdgma}`mt le n qlim`| ineemr, qgmtm srbo`mit i}tqq|sldn``| om tb`vma tmvmrn` {mmjt ngmna%

Qgmtm s`neelek srbo`mit nrm d`btm`| leqmrq{lema {lqg qgm anl`| nea rmn`)qlim dbeqrb` srbo`mit% Qgm i}`ql)tjl`` nea o`mea dnsnol`lqlmt nrm sb{mrf}` qbb`t fbr dbeqrb``lek t|tqmi smrfbrinedm% Le n i}`ql)tjl`` dmeqmr, qgm rb}qlek in| om }tma nt n qbb` qb m~}n`lxm qgm T@ ndrbttd`nttmt br mefbrdm amtlrma alffmrmedmt be qgm T@ ndrbtt d`nttmt% Qgm rb}qlek in| le tbim dntmt omt}ohmdq qb qmdgeb`bkldn` dbetqrnleqt, nea lq in| n`tb levb`vm bohmdqlvmt qgnq dbef`ldq {lqg ~}m}mlek)t|tqmi mffldlmed|% Nt ne mwnis`m bf qgm `nqqmr dbealqlbe, t}ssbtm {m gnvm dn`` d`ntt > {lqg n glkgrmvme}m)kmemrnqlbe sbqmeqln` nea dn`` d`ntt ? {lqg `b{ br eb rmvme}m)kmemrnqlbe sbqmeqln`% Lenaalqlbe, nkmeqt q|sm N nrm tqrbekmr le tm``lek tmrvldmt, nea nkmeqt q|sm O nrm tqrbekmr le tmrvldlek%




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Nrk}no`|, lq lt amtlrno`m qb rb}qm dn``t bf d`ntt > srmfmrmeqln``| qb q|sm N, nea lf n`` q|sm)N nkmeqt nrm o}t|, be`| qgme rb}qm qb q|sm O% Qgm rmvmrtm nkmeq bramr nss`lmt qb dn``t q|sm ?% Qglt ´drbttma±rb}qlek nqqmisqt qb inwlilxm qgm rnqm bf nttlkelek ´qgm omtq nkmeq q|sm fbr qgm dn`` q|sm±% Tlil`nr`|,le n o`mea dn`` dmeqmr, qgm b}qob}ea dnsnol`lq| lt n sb{mrf}` qbb` fbr inleqnlelek glkg nkmeq

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Q|sldn``|, dn`` dmeqmr s`neemrt tb`vm n tlek`m)tjl`` tqnfflek, tdgma}`lek, nea rbtqmrlek srbo`mint fb``b{t8 qgm| lkebrm 'br ibam` vmr| dr}am`| qgm }edmrqnleqlmt nea levmrq d`nttldn` fbri}`nt t}dg ntMr`nek)D ' I"I"d, l%m%, {lqgb}q o`bdjlek br noneabeimeq br Mr`nek)N ' I"I"d* I , l%m%, {lqgnoneabeimeq, fma o| sbleq fbrmdntqt bf qgm nrrlvn`, tmrvldm, nea qlim)qb)noneabeimeq rnqm fbr qgmqnrkmq smrlba, {gmrm ´levmrqlek± imnet flealek qgm ilelin` tqnfflek qgnq immqt n`` qnrkmq smrfbrinedmdbetqrnleqt% 'Medb}rnklek`|, Orb{e mq n`% '?33= flea Mr`nek)N qb {brj {m`` nknletq mislrldn` anqn%Qgm nobvm srbdma}rm lt nss`lma tmsnrnqm`| fbr t}o)smrlbat bf qgm an| amflema tb qgnq qgmnrrlvn` rnqm le mndg smrlba lt ammima emnr)dbetqneq% Qglt lt h}tqlflma o| qgm Sbleq{ltm Tqnqlbenr| 'STnssrbwlinqlbe%

Qglt qlim)vnr|lek tqnfflek lt les}q qb n tmq dbvmrlek leqmkmr srbkrniilek srbo`mi, {gmrmamdltlbe vnrlno`mt nrm qgm db}eqt bf tm`mdqma nailttlo`m {brj tdgma}`mt nea bem tmmjt qb ilelilxmtqnfflek dbtqt t}ohmdq qb immqlek qgm qnrkmq tqnfflek fbr n`` smrlbat% N rbtqmr lt }t}n``| drmnqma vlnmis`b|mm olaalek, dbeqrb``ma o| n rnejlek bf mis`b|mmt%

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w L,^q, {gmrm wl,~ lt qgm e}iomr bf nkmeqt bf q|sm l gnvlek tglfq ~% [m }tm qgm vmdqbr bf n} wl`lnr|vnrlno`mt | 9 ' |> ,> , % % % , |> ,S , % % % , |L,> , % % % , |L,S q {gmrm |l,s lt qgm e}iomr bf nkmeqt bf q|sm l le smrlba s% Qglt vmdqbr | tnqltflmt | 9 Nw {gmrm N lt n o`bdj alnkben` inqrlw {lqg L o`bdjt NÛ , {gmrmqgm m`mimeq ' s, ~ bf NÛ lt > lf tglfq ~ dbvmrt smrlba s, nea 3 bqgmr{ltm% Qgm tmrvldm `mvm` fbr dn`` q|sm

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lt nailttlo`m% Qgm dbtq vmdqbr lt d 9 ' d> ,> , % % % , d> ,S , % % % , dL,> , % % % , dL,S q {gmrm dl,s lt qgm dbtq bf ne nkmeq bf krb}s l le smrlba s%Qgm IS lt

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Tlis`mr letqnedmt bf 'S? nrltm o| dbetlamrlek n tlek`m smrlba % Tb`vlek qgm tlek`m)smrlba srbo`mi lelqtm`f tgb}à |lmà srndqldn` net{mrt nea sbttlo`| letlkgqt be qgm hbleq mffmdq bf tqnfflek nea rb}qlekamdltlbet%

Qb tb`vm ne| bf qgmtm srbo`mit, bem emmat qb nssrbwlinqm br mtqlinqm qgm f}edqlbet k % Ebqmqgnq kj,s' | kmemrn``| amsmeat be qgm vn`}mt bf |l,h fbr n`` l nea h s, le n vmr| dbis`ldnqma {n|, neatlil`nr`| fbr qgm bqgmr f}edqlbet k % Fbr mwnis`m, qgm nrrlvn` srbdmtt lt kmemrn``| ebetqnqlbenr|, qgmtmrvldm qlimt in| gnvm nrolqrnr| altqrlo}qlbet, qgmrm db}à om noneabeimeqt, rb}qlek r}`mt db}à omdbis`mw, mqd% Tli}`nqlbe tmmit qb om qgm be`| rm`lno`m {n| bf mtqlinqlek qgm vn`}m bf qgmtm f}edqlbefbr rmn`ltqld dn`` dmeqmrt% Le n`` qgrmm, qgm tb`}qlbe n kbrlqgi levb`vmt lqmrnqlvm naalqlbe bf d}qt qbrm`nwnqlbet bf qgm leqmkmr srbkrniilek srbo`mit: qgm flrtq snsmr naarmttmt n qlim)amsmeameq nrrlvn`rnqm nea tqnfflek vln qrnetlmeq nen`|tlt bf n dbeqle}b}t)qlim Inrjbv dgnle ibam`: qgm bqgmr q{b snsmrt }tm tli}`nqlbe qb mtqlinqm qgm tmrvldm `mvm`t, nea d}qt nrm amrlvma frbi t}okrnalmeq mtqlinqmt






?3>3

7

boqnlema o| nen`|xlek tlis`m amtlket: mwnis`mt nrm8 'l ne E amtlke gnt q{b dn`` q|smt nea q{b nkmeqq|smt, n tsmdln`ltq q|sm qgnq dne gnea`m be`| bem dn`` q|sm nea n kmemrn`ltq q|sm qgnq dne gnea`m obqgdn`` q|smt: nea 'll n amtlke {gmrm n`` nkmeqt nrm kmemrn`ltqt%

Emwq {m amtdrlom q{b dntmt nt nobvm qgnq mwmis`lf| alffmrmeq q|smt bf 'bsqlin` rb}qlek sb`ldlmt qgnq nrltm% Fbr n i}`ql)tjl`` amtlke {lqg n tlek`m kmemrn`ltq nkmeq nea dbevmw ledrmntlek dbtqf}edqlbe Dl be tbhb}re qlim, qgm nt|isqbqldn``| bsqlin` sb`ld| {nt fb}ea o| vne Ilmkgmi neaenima kmemrn`lxma d r}`m8 dn`` q|sm l lt nttlkema qgm leamw ldl' nl ' q, {gmrm l lt qgm d`ntt)l tmrvldmrnqm, nl ' q lt qgm qlim qgnq qgm bàmtq d`ntt)l dn`` gnt omme {nlqlek nq qlim q , nea dl lt qgm amrlvnqlvm bf Dl : qgm dn`` tmrvma lt qgm bàmtq {nlqlek dn`` bf qgm d`ntt {lqg glkgmtq leamw% Qgm bsqlin`lq| rmt}`q gnt omme mwqmeama qb qgm i}`ql)nkmeq, n``)kmemrn`ltq amtlke %

Qgm amsmeamedm bf qgm d r}`m be be`| qgm tmrvldm rnqmt nea dbtq f}edqlbet imnet qgnq qgm r}`mdbeqle}mt qb om dbrrmdq 'bsqlin` }eamr dgnekmt le lisbrqneq fndqbrt t}dg nt tqnfflek `mvm` nea nrrlvn`rnqmt% Om`` nea [l``lnit tq}a| qgm E amtlke {lqg q{b nkmeqt: ndqlvlq| > dbrrmtsbeat qb srbdmttlek bf d`ntt)> dn``t o| nkmeq >: fbr h 9 ? , 4, ndqlvlq| h dbrrmtsbeat qb srbdmttlek bf dn``t bf d`ntt h é > o|

nkmeq ?: qgm imne bf leqmr)nrrlvn` qlimt bf d`ntt)l dn``t lt > "l , l 9 > , ?, nea qgm imne bf tmrvldm qlimtfbr ndqlvlq| h lt > "h , h 9 > , ? , 4% Qgmrm lt eb noneabeimeq, tmrvldm srmmisqlbe lt n``b{ma, nea dbtq lt`lemnr be tbhb}re qlim {lqg dbmffldlmeq dl fbr d`ntt l% Qgm `lilqlek E amtlke tnqltflmt8

'l ' > é > "? * ? "4 9 >, nea 'll > 5 >:qgnq lt, le qgm `lilq, qgm tmvmr dnsndlq| lt h}tq t}ffldlmeq qb srbdmtt qgm ledbilek `bna, nea, ibrmbvmr,nkmeq > emmat gm`s frbi nkmeq ? qb srbdmtt qgm `bna% Qgm n}qgbrt mwglolq ne nt|isqbqldn``| bsqlin` sb`ld| bf qgrmtgbà q|sm8 {gmemvmr qgm e}iomr bf d`ntt)> dn``t le qgm t|tqmi mwdmmat n qgrmtgbà,nkmeq ? klvmt srmmisqlvm)rmt}im srlbrlq| qb d`ntt)> dn``t bvmr d`ntt)? dn``t: bqgmr{ltm, gm klvmt srlbrlq| qb d`ntt)? dn``t%




?3>3

<

Nebqgmr `lem bf rmtmnrdg lt be ebe)nt|isqbqld smrfbrinedm nen`|tlt nea"br dbeqrb`%Ibqlvnqma o| n amtlrm qb tlis`lf| qgm nen`|tlt, ine| n}qgbrt nen`|xm n dn`` dmeqmr nt n `btt t|tqmi,{gmrm dn``t qgnq dneebq om tmrvma liimalnqm`| }sbe nrrlvn` nrm `btq% Jbb`m nea Qn`li amvm`bs ne

nssrbwlinqlbe bf qgm dn``)`btt srbdmtt }eamr bvmrf`b{ rb}qlek , {gmrmo| dn``t bvmrf`b{ ab{etqrmnin`bek n srmamqmrilema `ltq bf nkmeq krb}st }eql` qgbtm dn``t flea ne nkmeq nvnl`no`m, br m`tm qgm| nrm`btq% Frnew mq n`% lisbtm tmvmrm rmtqrldqlbet be qgm rb}qlek 'n drbttma rb}qlek nt le tmdqlbe 4 lt ebqn``b{ma nea amvm`bs ne nssrbwlinqlbe bf qgm `btt rnqm fbr mndg dn`` q|sm qgnq lt d`nlima qb omt}smrlbr qb bqgmr jeb{e nssrbndgmt% Og}`nl nssrbwlinqmt ne bsqlin` rb}qlek sb`ld| vln a|enild srbkrniilek: bem)tqms sb`ld| lisrbvmimeq bf n ´kbba± lelqln` sb`ld| lt srbsbtma nt n imnet qbinjlek qgm srbdma}rm srndqldn`, klvme qgnq qgm tqnqm tsndm lt vmr| `nrkm 'glkg)alimetlben` le q|sldn`nss`ldnqlbet% Dgmvn`lmr mq n`% {brj {lqg `btt)q|sm ibam`t bf n dn`` dmeqmr qgnq lt tqnffma {lqg n ilwq}rmbf tlek`m)tjl`` nea f}``|)f`mwlo`m nkmeqt% Qgm| tgb{ qgnq rb}qlek dn``t flrtq qb tsmdln`ltqt, qgme 'lf emdmttnr| qb f}``|)f`mwlo`m nkmeqt, ilelilxmt qgm `btt rnqm% F}rqgmr, qgm| nansq Gn|{nra¶tnssrbwlinqlbe qb t}ssbrq ileli}i)dbtq tqnfflek t}ohmdq qb `btt)rnqm smrfbrinedm dbetqrnleqt% Qgmtlis`m r}`m)bf)qg}io ´73- tsmdln`ltq, ?3- f}``|)f`mwlo`m nkmeqt± lt tgb{e qb {brj {m`` le qgmlr

mwnis`mt% Nvrnilalt mwqmea qgm lamnt bf Jbb`m nea Qn`li qb ibam` dn`` ~}m}mlek, n``b{leknoneabeimeq nea ne nrolqrnr| bvmrf`b{ rb}qlek 'led`}alek qgm drbttma dntm: qgm| nssrbwlinqm qgmqnl` bf qgm altqrlo}qlbe bf vlrq}n` ~}m}m qlim fbr mndg dn`` q|sm% T}dg smrfbrinedm nssrbwlinqlbetin| om }tmf}` nt s}rm n`qmrenqlvmt qb tli}`nqlbe br le t|emrk| {lqg tli}`nqlbe, q|sldn``| qb t}ssbrqqgm tqnfflek nea tdgma}`lek amdltlbet% Le Nvrnilalt t|emrk| omq{mme qgm nen`|qldn` smrfbrinedmnssrbwlinqlbe nea tli}`nqlbe {nt mttmeqln` qb tb`vlek mffldlmeq`| tlek`m)smrlba i}`ql)tjl``tqnfflek srbo`mit%

_mdmeq rmtmnrdg srbvlamt f}rqgmr letlkgqt be qgm navneqnkmt bf mffmdqlvm dbbralenqlbe bf tqnfflek, rb}qlek, nea tjl``)tmq amtlke% [n``ndm nea [glqq amibetqrnqm o| mwnis`mt 'o}q ebqqgmbrmqldn``| qgnq meab{lek nkmeqt {lqg q{b tjl``t, dbiolema {lqg n dnrmf}``| amtlkema rb}qlek,

klvmt n smrfbrinedm 'le qmrit bf T@ qgnq lt mttmeqln``| nt kbba nt fbr n t|tqmi {gmrm n`` nkmeqt gnvmn`` tjl``t% Qgmlr rb}qlek meqnl`t n dnrmf}` on`nedlek bf nkmeqt¶ srlbrlqlmt bvmr alffmrmeq dn`` q|smt% N jm|letlkgq lt qgnq n `lqq`m f`m wlol`lq| kbmt n `bek {n|% Gnrrltbe nea Xmmvl fbd}t be nrrlvn`)rnqm }edmrqnleq|:qgm| ntt}im ne bsqlin` rb}qlek dne om mefbrdma 'dbeqle}n``| bvmr qlim, lisbtm tqnfflek neanoneabeimeq dbtqt 'nea eb smrfbrinedm dbetqrnleqt, nea }tm f`}la nssrbwlinqlbet bf dn``noneabeimeq% Qgm boqnlema letlkgq lt qgnq qgm tqnfflek srbo`mi dne om tmme nt n i}`qlalimetlben` em{tvmeabr srbo`mi% Fbr qgm tin`` amtlket qgm| dbetlamr, qgm dbtq f}edqlbe lt emnr`| f`nq nrb}ea qgmbsqli}i '?)alimetlben` tqnfflek% Frbi qgm sbleq bf vlm{ bf srndqldn` rm`mvnedm, tbim bf qgm ibam`taltd}ttma nobvm nrm ebq tnqltfndqbr|, fbr tmvmrn` rmntbet%

Flrtq, ine| dn`` dmeqmrt bf leqmrmtq ebrin``| bsmrnqm }eamr qgm ^MA rmklim, le {gldg, o|amflelqlbe, n dbetlamrno`m frndqlbe bf dn``t lt tmrvma liimalnqm`|, o}q n`tb dbetlamrno`m lt qgm frndqlbe

bf dn``t qgnq mwsmrlmedmt tbim am`n|% Qgnq lt, emlqgmr dbevmeqlben` gmnv|)qrnffld, ebr `bttq|sm ibam`tnrm kbba rmsrmtmeqnqlbet bf qgm ^MA rmklim% Tmdbea, qgmrm lt n kns omq{mme qgm tlis`m amtlket bfqmenen`|xma nea qgm rm`nqlvm dbis`mwlq| le q|sldn` dn`` dmeqmr amtlket% Qglra, qgm qlim amsmeamedm bf nrrlvn` rnqmt dbiibe`| fb}ea le srndqldm lt ledbisnqlo`m {lqg qgm dbetqneq nrrlvn` rnqm }t}n``|ntt}ima le nen`|qldn` ibam`t: f}rqgmr, qgm `bna in| qmisbrnrl`| mwdmma qgm t|tqmi srbdmttlekdnsndlq|%




?3>3

>3

6 TLI]@NQLBE _B@M NEA IBAM@LEK ALFFLD]@QLMT8

Qgm altd}ttlbe le tmdqlbe 4 mtqno`ltgmt qgm dmeqrn` rb`m qgnq }edmrqnleq| nea dbis`mwlq| s`n|le ibamre dn``)dmeqmr bsmrnqlbe nea inenkmimeq% Amtslqm qgm ine| letlkgqt boqnlema frbi nen`|qldnìbam`t altd}ttma le Tmdqlbe =, qgm kns omq{mme qgmtm ibam`t nea dn``)dmeqmr rmn`lq| lt tql`` ~}lqm

`nrkm% Le qglt tmqqlek, tli}`nqlbe nssmnrt qb om qgm ibtq vlno`m bsqlbe fbr ndd}rnqm smrfbrinedmimnt}rmimeq nea t}otm~}meq amdltlbe t}ssbrq% Tli}`nqlbe bf dn`` dmeqmrt in| levb`vm `nrkm,dbis`mw ibam`t qgnq ledbrsbrnqm tbim br n`` bf qgm m`mimeqt altd}ttma nobvm, ebqno`|8'> }edmrqnleq| le ine| mttmeqln` srlilqlvmt, m%k%, nqqrlqlbe, notmeqmlti, nrrlvn` rnqmt, tmrvldm qlimt:'? qlim)vnr|lek nrrlvn` snqqmret:'4 anl`| dbeqrb`: nea'1 rmn`qlim dbeqrb` 'rb}qlek nea b}qob}ea aln`lek sb`ldlmt%

'Bf db}rtm, t}dg ibam`lek dbis`mwlq| qrnet`nqmt qb ledrmntma dbtqt% T}dg ibam`t dne om 'nean`rmna| nrm }tmf}` nq vnrlb}t `mvm`t le qgm amdltlbe glmrnrdg|% Imgrbqrn nea Fnin klvm ndnamildmwnis`mt {gmrm tli}`nqlbe lt }tma nt n amdltlbe)t}ssbrq qbb` fbr obqg tqnfflek nea rb}qlek amdltlbetle n o`mea dn`` dmeqmr% Fbr e}imrb}t nss`ldnqlbet bf dn`` dmeqmr tli}`nqlbe, tmm Ineamòn}i% Qgm

olkkmtq ibam`lek alffld}`q| nssmnrt qb om qgm dbis`mw anl`| nea rmn`)qlim dbeqrb` ndqlbet% Ine)inamamdltlbet nq qgmtm `mvm`t in| om qnjme na)gbd nea qg}t nrm alffld}`q qb ibam`% Ne b}qob}ea aln`mr {lqg n srbsrlmqnr| 'ebe)qrnetsnrmeq sb`ld| lt n`tb n dbetlamrno`m ibam`lek alffld}`q|% [m nrm n{nrmbf n inhbr dn`` dmeqmr {gmrm qgm ndq}n` T@ btdl``nqmt ine| qlimt nobvm nea om`b{ qgm qnrkmq a}rlekbem an|, srmt}ino`| a}m qb qgm `ndj bf kbba dbbralenqlbe omq{mme anl`| nea rmn`)qlim dbeqrb`ndqlbet%

Srbsmr`| ibam`lek ndqlbet {lqg t}dg mffmdqt lt alffld}`q, lf ebq f}ql`m% N inhbr sbttlo`m srbo`mi lt qgm `ndj bf amqnl`ma, glkg~}n`lq| anqn% Bem dbiibe alffld}`q| lt qgm `ndj bf dbeemdqlbe omq{mme dn``)o|)dn`` anqn tqbrma nq qgm LV_ `mvm` nea ab{etqrmni, nkkrmknqm anqn, qrndjma o|{brjfbrdm s`neelek t|tqmit, le {gldg qgm dn`` LA lt notmeq% Db``mdqlbe bf glkg)~}n`lq| anqn nea

t}otm~}meq le)amsqg tqnqltqldn` nen`|tlt nssmnr qb om lisbrqneq srm)rm~}ltlqmt fbr omqqmr }eamrtqnealekbf dn`` dmeqmrt, {gldg le q}re lt n srm)rm~}ltlqm fbr navnedma tli}`nqlbe ibam`lek%

; IBAM@LEK DN@@ DMEQM_ S_LILQLVMT8

[m rmvlm{ {brj rm`mvneq qb ibam`lek qgm srlilqlvm les}qt qb n dn`` dmeqmr, arn{lek frbirmdmeq mislrldn` {brj, srlinrl`| Orb{e mq n`% nea Hbeko`bma nea Jbb`m , Nvrnilalt mq n`% Tqmdj`m|%




?3>3

>>

;%> Nrrlvn` srbdmtt

Srbsmrqlmt bf dn`` dmeqmr nrrlvn` srbdmttmt qgnq gnvm mimrkma le rmdmeq tq}almt nrm8

S>% Qgm qbqn` anl`| aminea 'e}iomr bf dn``t gnt bvmraltsmrtlbe rm`nqlvm qb qgm Sblttbe altqrlo}qlbe'qgm vnrlnedm lt krmnqmr qgne qgm imne%

S?% Qgm nrrlvn` rnqm lt tqrbek`| qlim)vnr|lek {lqgle mndg an|%S4% Qgmrm lt sbtlqlvm tqbdgntqld amsmeamedm omq{mme nrrlvn` rnqmt {lqgle mndg an|%S1% Qgmrm lt sbtlqlvm tqbdgntqld amsmeamedm omq{mme nrrlvn` rnqmt ndrbtt t}ddmttlvm an|t%

Hbeko`bma nea Jbb`m nen`|xm anqn frbi n A}qdg onej, dbeflri S>, nea srbsbtm n ab}o`|

tqbdgntqld ibam` }eamr {gldg nrrlvn`t fb``b{ n Sblttbe srbdmtt {lqg n rneabi nrrlvn` rnqm% Qb ibam`n qlim)vnr|lek nrrlvn` rnqm, qgm| ntt}im leamsmeamedm ndrbtt t}ddmttlvm qlim smrlbat, qg}t omlekledbetltqmeq {lqg S4% Nvrnilalt %srbsbtm vnrlb}t ibam`t qgnq nrm dbetltqmeq {lqg S>)S4, led`}alek ni}`qlvnrlnqm mwqmetlbe bf qgm nobvm ibam`% Le n dntm tq}a| bf n Om`` Dnenan dn`` dmeqmr, qgm| tgb{qgnq tli}`nqlbe)ontma dn``)dmeqmr smrfbrinedm imnt}rmimeq lt tmetlqlvm qb qgm nrrlvn`)srbdmtt ibam`,nea ibrm snrqld}`nr`| qb qgm srmtmedm bf dbrrm`nqlbe {lqgle qgm an|% S1 {nt botmrvma le tmvmrn`tq}almt% _mkrmttlek n an|¶t dn`` vb`}im be qgm srmvlb}t an|¶t vb`}im, Orb{e mws`nle =3- bf qgmvnrlnol`lq|% Tqmdj`m| rmsbrq tqrbek dn`` vb`}im dbrrm`nqlbet omq{mme Ibean| nea n`` rminlelek an|tbf qgm tnim {mmj, }t}n``| le qgm rnekm 13-)<3-, nea amdrmntlek {lqg qlim altqnedm% B}r b{e}es}o`ltgma {brj dbeflrit qglt sgmebimebe% Bovlb}t`|, S1 lis`lmt qgnq ne nen`|tq ablek ntli}`nqlbe qb mtqlinqm f}q}rm smrfbrinedm n fm{ an|t le navnedm, tgb}à tli}`nqm qgm nrrlvn` rnqm

frbi qgm dbealqlben` altqrlo}qlbe klvme qgm botmrvma dn`` vb`}im bvmr qgm rmdmeq sntq 'nea sbttlo`|bqgmr dbvnrlnqmt%

T}iinrlxlek, {m gnvm qlim)vnr|lek, }edmrqnle nrrlvn` rnqmt qgnq nrm q|sldn``| sbtlqlvm`|amsmeameq {lqgle n an| nea ndrbtt d`btm`|)tsndma an|t%

;%? Tmrvldm qlimt8




?3>3

>?

Tbim tq}almt flea qgm mwsbemeqln` altqrlo}qlbe srbvlamt ne nam~}nqm flq qb mislrldn` anqn % Lenaalqlbe qb qgm mwsbemeqln`, bqgmr snrnimqrld fnil`lmt qgnq nrbtm le nss`ldnqlbet led`}am qgm kniinnea qgm `bkebrin` % Orb{e flea qgm `bkebrin` srbvlamt ne mwdm``meq flq qb anqn, mtsmdln``| nfqmr mwd`}alek tgbrq tmrvldm qlimt% Qgm mwdm``meq flq bf qgm `bkebrin` {nt n`tb srmtmeq nfqmr dbealqlbelek8

fbr n`` q|smt nea srlbrlqlmt bf d}tqbimrt, fbr lealvla}n` nkmeqt, fbr alffmrmeq an|t bf qgm {mmj, nea fbr n`` qlimt bf qgm an|% N sbtlqlvm lis`ldnqlbe lt qgnq bem dne nss`| tqneanra mtqlinqlbe qmdgel~}mt qbrm`nqm 'rmkrmtt `bk'tmrvldm qlim qb vnrlb}t dbvnrlnqmt, l%m, botmrvma lefbrinqlbe, {lqg bovlb}tibam`lek omemflqt%

;%4 Noneabeimeq8

Qgm inwlin` qlim n d}tqbimr lt {l``lek qb {nlq le ~}m}m lt glt snqlmedm qlim, N, n`tb jeb{ent qlim)qb)noneabeimeq % Qgm qlim gm i}tq {nlq omfbrm omkleelek tmrvldm lt glt vlrq}n` ~}m}m qlim, V %Qgm ndq}n` {nlq qlim lt [ 9 ile' N, V , qmrilenqma o| mlqgmr noneabeimeq '{gmemvmr V 5[ , br omkleelek bf tmrvldm 'V 9 [ % Le gmnv| qrnffld, mvme n tin`` frndqlbe bf dn``t qgnq noneabe qgm ~}m}mdne gnvm n arninqld mffmdq be t|tqmi smrfbrinedm %Be qgm qgmbrmqldn` tlam, fbr n ine|)tmrvmr ~}m}m{lqg noneabeimeq bsmrnqlek }eamr gmnv| qrnffld dbealqlbet, f`}la nssrbwlinqlbet le [glqq '?331o

tgb{ qgnq tqmna|)tqnqm smrfbrinedm amsmeat tqrbek`| }sbe qgm altqrlo}qlbe bf N om|bea lqt imne%

Qglt t}kkmtqt qgnq ibam`lek noneabeimeq, srmfmrno`| qgm altqrlo}qlbe bf snqlmedm 'qg}t kblek om|bea qgm imne lt lisbrqneq% [lqg rmtsmdq qb snrnimqrld ibam`t bf snqlmedm, qgm [mlo}`àltqrlo}qlbe nrltmt le n qgmbrmqldn` ibam` le Snì '><14 nea n`tb le Jbrq '><74, ontma be `nobrnqbr|qmtqlek%

Gb{ dne bem mtqlinqm qgm altqrlo}qlbe bf snqlmedm2 Q|sldn``|, qgm NDA db``mdqt anqn be [

nea qgm noneabeimeqlealdnqbr, > zV 5[ y: N dneebq om botmrvma% [m medb}eqmr qgm d`nttldn`tqnqltqldn` srbo`mi bf dmetbrlek , nea qmdgel~}mt frbi qgm flmà bf t}rvlvn` nen`|tlt nrm nss`ldno`m%Orb{e mq n`% '?33= mis`b| qgm d`nttldn`, ebe)snrnimqrld, Jns`ne)Imlmr mtqlinqbr bf qgm t}rvlvn`f}edqlbe Sr z N 5 q y, fbr q 5 3% Qgm| botmrvm qgnq qgm snqlmedm gnxnra rnqm gnt q{b inle smnjt neamws`nle qglt sgmebimebe o| botmrvlek qgnq obqg smnjt dbrrmtsbea qb qlim sbleqt {gmrm d}tqbimrtnrm bffmrma n ´s`mntm {nlq± imttnkm% [m dn}qlbe, mdgblek qgmtm n}qgbrt, qgnq qgm Jns`ne)Imlmr mtqlinqbr {l`` om olntma {gmemvmr qgmrm lt tqnqltqldn` amsmeamedm bf botmrvnqlbet bf [ nea > zV 5[ y:




?3>3

>4

qglt lt `ljm`| qb gnssme fbr botmrvnqlbet inam t}ddmttlvm`| le qlim a}m qb glkg`|)amsmeameqdbvnrlnqmt, m%k%, neeb}edmimeqt t}dg nt ´s`mntm {nlq± br bffmrlek mwsmdqma {nlq qlimt%

Qb gm`s srlbrlqlxm ibam`lek mffbrqt, [glqq '?331d tq}almt qgm tmetlqlvlq| bf qgm Mr`nek)N

ibam` qb lqt snrnimqmrt nea fleat, leq}lqlvm`|, qgnq smrfbrinedm lt ~}lqm tmetlqlvm qb qgm nrrlvn` neatmrvldm rnqm nea rm`nqlvm`| letmetlqlvm qb qgm lisnqlmedm 'qlim)qb)noneabeimeq rnqm%

;%1 _mqrln`t8

Fbr b}r s}rsbtmt, n rmqrln` bdd}rt {gme n d}tqbimr rm)aln`t leqb qgm dmeqmr nfqmr gnvlekmedb}eqmrma n o}t| tlken` br gnvlek noneabema% Le ibtq dn`` dmeqmrt, qgm inhbrlq| bf rmqrln`t lt a}m qbd}tqbimr noneabeimeq, omdn}tm qgm obqq`memdj rmtb}rdm lt qgm nkmeqt, ebq qgm e}iomr bf qm`msgbem`lemt%

Le ne| dntm, enlvm`| imnt}rlek nrrlvn` rnqmt `mnat qb bvmrmtqlinqlbe bf qgm vb`}im bf flrtq)qlim dn``t, l%m%, emq bf rmqrln`t% Nk}lr mq n`% '?331 amibetqrnqm qgm anekmr bf lkebrlek rmqrln`t: {brjlek{lqg Inrjbvlne ~}m}mt, qgm| flea qgnq }eamr glkg)`bna dbealqlbet, qgm rmqrln` vb`}im dne om bf qgmbramr bf flrtq)qlim dn``t% _mqrln` omgnvlbr lt bfqme ibam`ma o| tbim f}edqlbe qgnq m~}n`t qgm

srbonol`lq| bf ne e)qg nqqmisq, klvme n t}rvlvn` bf qgm d}tqbimr 'eb tmrvldm rmdmlvma om|bea qgm ' e é> )qg nqqmisq% Gbffine nea Gnrrlt '><76 mtqlinqm hbleq`| flrtq)dn`` nrrlvn` rnqmt nea rm)qrln` rnqmt ontma be NDA anqn%

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