??????s? ?????f???a??? S?st?

1
??????s? ?????f???a??? S?st?µ?t??
?a??a ?a??da mka_at_aegean.gr ??????S?????
??G???? ????? ???????O? ?????F?????O? ???
???????O????O? S?S?????O? ????e?? 5? ????e??
6?
2
St???? 3?? ?efa?a???

• ?? p??pe? ?a ????????µe ??a t??? ???a??sµ???
  p???e?µ???? ?a d?µ???????µe ?a? ?a ???s?µ?p????µe
  ta ?S µe ep?t???a
• ?? a?t??t?p? ????? ta p????f???a?? s?st?µata
  st??? ???a??sµ???
• ??? ?p?st??????? ta ?S t? ???? t?? µ??at?e? st???
  ???a??sµ???
• ??? µp????? ?? ep??e???se?? ?a ???s?µ?p????? ?S
  ??a ?a ap??t?s??? a?ta????st??? p?e????t?µa
• G?at? e??a? t?s? d?s???? ?a d?µ??????????
  ep?t???µ??a ?S, ?a??? ?a? s?st?µata p?? ?a
  p??sf????? a?ta????st??? p?e????t?µa

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?p??e???se?? ?a? ?????f???a?? S?st?µata
?? e??a? ??a? ???a??sµ?? (ep??e???s?) ? te??????
???sµ?? e??? ???a??sµ?? ap? t?? ?p??? t??
µ??????????µ???? ?e???a?

• ??a sta?e??, t?p??? ????????? d?µ?, ? ?p??a
  a?t?e? p????? ap? t? pe??ß????? ?a? t???
  epe?e????eta? ??a ?a pa???e? p?????ta.
• ?? pa?a??????? s??te?est?? p?? p???????ta? ap? t?
  pe??ß????? (?ef??a??, e??as?a, f?s???? p????)
  µetat??p??ta? ap? t?? ep??e???s?, µ?s? t??
  d?ad??as?a? pa?a?????, se p?????ta ?a? ?p??es?e?
  p?? d???ete???ta? st? pe??ß?????.

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?p??e???se?? ?a? ?????f???a?? S?st?µata
?? ???a??sµ?? ap? t?? ?p??? t?? ?e???a?
s?µpe??f????

• ??a s????? ap? d??a??µata, p????µ?a, ?p???e?se??
  ?a? e????e?, t? ?p??? st? p??asµa t?? ??????
  ap??t? µ?a (e?a?s??t?) ?s????p?a, µ?sa ap? µ?a
  d?ad??as?a s??????se?? ?a? ep???s?? a?t??.

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?p??e???se?? ?a? ?????f???a?? S?st?µata
????? St???e?a t?? ???a??sµ??

• ??µ??? ?a?a?t???st??? ???? t?? ???a??sµ??
  G?afe????at?a t?? Weber
• Saf?? ?ataµe??sµ?? e??as?a?
• ?e?a???a
• ??t?? ?a???e? ?a? d?ad??as?e?
• ?µe??????a
• ?pa?t??µe?a p??s??ta ??a ???e ??s?
• ????st? ???a??t??? ap?d?t???t?ta

? G?a t? Weber ? ??afe????at?a ap?te?e? t?? p??
ap?d?t??? µ??f? ??????s??!
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?p??e???se?? ?a? ?????f???a?? S?st?µata

• ???a ?a?a?t???st??? t?? ???a??sµ??
• ???t?pe? ??ad??as?e? ?e?t?????a? (Standard
  Operating Procedures, SOPs) ?ept?µe?e??
  d?ad??as?e? ??a t?? a?t?µet?p?s? ???e
  a?aµe??µe??? ?at?stas??.
• ???a??s?a?? ????t??? ??t?pa???es? ??a t??
  ep???s? d?af??et???? ap??e?? µ?sa st?? ??????s?.
• ???a??s?a?? ????t???a Teµe???de?? pa?ad???? ??a
  t? ?e?t?????a t?? ep??e???s??

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?p??e???se?? ?a? ?????f???a?? S?st?µata
???ad??? ?a?a?t???st??? t?? ???a??se??

• ??p?? ???a??se?? s?µf??a µe t? d?µ? t???
• ?p??e???µat??? d?µ? ap?? d?µ?, d?e????eta? ap?
  ??a? ep??e???µat?a
• ???a???? ??afe????at?a µe???? ep??e???s?,
  s???e?t??t??? ???? ap?f?se??, pa?a????
  t?p?p???µ???? p?????t??, pe??ß????? µe a??? ???µ?
  a??a???.
• ?µ?µat?p???µ??? ??afe????at?a s??d?asµ??
  ep?µ????? ???a??se?? µe µ??a???? ??afe????at?a
• ?pa??e?µat??? ??afe????at?a ßas??eta? st? ???s?
  ?a? t?? eµpe???a epa??e?µat???
• ??-t?p??? d?µ? (Adhocracy) ??????s? ?at?
  pe??pt?s? se ?µ?de? e??as?a?, pe??ß????? p??
  a????e? ??????a, ?a?a?? ?e?t???? d?????s?

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?p??e???se?? ?a? ?????f???a?? S?st?µata
?µf?d??µ? s??s? ???a??sµ?? - pe??ß?????t??
?? pe??ß????? µetaß???eta? p?? ??????a ap? t???
???a??sµ???
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?p??e???se?? ?a? ?????f???a?? S?st?µata
???e ???a??sµ?? ??e? ta a??????a µ??ad???
?a?a?t???st???

• ??p?? ??????s??
• ?e??ß?????
• St?????
• S??se?? e???s?a?
• ??d?afe??µe???

• ?e?t?????a
• ??es?a
• ??ast????t?te?
• ?e???????a
• ?p??e???µat???? d?ad??as?e?

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? ????? t?? ?.S. ??a t? ?e?t?????a t?? ???a??sµ??

• ??e????s? (? ?µ?µa) ?????f??????
• St? pa?e???? Ste?e???eta? ?????? ap?
  p????aµµat?st??, a?apt?sse? t? ????sµ??? p??
  ???s?µ?p??e? ? ep??e???s?, d?a?e????eta? t???
  p????f???a???? p?????.
• S?µe?a ?? ep??e???se?? s??e??????ta? µe
  e??te?????? s??e???te? (e?d?????), t? ?µ?µa
  ?????f?????? s??t????e? t?? d?ast????t?te? a?t??
  ?a? d?a ?? f???a? a??a??? ??a t?? ep??e???s?.

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? ????? t?? ?.S. ??a t? ?e?t?????a t?? ???a??sµ??
?p??es?e? p?? pa???e? ? ?e???????a t?? ?????f?????
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? ????? t?? ?.S. ??a t? ?e?t?????a t?? ???a??sµ??

• ??µ? ?µ?µat?? (??e????s??) ?????f??????
• Ge????? ??e????t?? ?????f????? (CIO)
• Ste???? ?????f??????
• ??a??t?? S?ed?ast?? ?????f???a??? S?st?µ?t??
• ?????aµµat?st??
• ??d???? d??t???
• ??a?e???st?? ß?se?? ded?µ????
• ?e?????? ?p???????

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? ????? t?? ?.S. ??a t? ?e?t?????a t?? ???a??sµ??

• ??????µ???? Te???e?
• ? te???????a p????f???a??? s?st?µ?t?? e??a? ??a?
  s??te?est?? t?? pa?a????? p?? µp??e? e????a ?a
  ?p??atast?se? t? ?ef??a?? ?a? t?? e??as?a
• Te???a ??st??? S??a??a??? (Transaction Cost
  theory) ?? ep??e???se?? d?e??????ta? st??
  p??sp??e?? t??? ?a µe??s??? t? ??st?? s??a??a???
• ? te???????a p????f????? µp??e? ?a ß????se? t??
  ep??e???se?? ?a µe??s??? t? ??st?? s?µµet????
  st?? a???? (??st?? s??a??a???)

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? ????? t?? ?.S. ??a t? ?e?t?????a t?? ???a??sµ??
? ep?d?as? t?? ?e???????a? t?? ?????f????? st??
ep??e???se?? s?µf??a µe t? ?e???a ??st???
S??a??a???
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? ????? t?? ?.S. ??a t? ?e?t?????a t?? ???a??sµ??

• ? ep?d?as? t?? ?S st??? ???a??sµ??? ap? t??
  ?p??? t?? ??????µ???? Te????? Te???a
  a?t?p??s?pe?s?? (Agency Theory)
• ?? a?t?p??s?p?? (e??a??µe???) µ?a? ep??e???s??
  ??e?????ta? ep?ß?e?? p???e?µ???? ?a ???p?????
  t??? st????? t?? ep??e???s??.
• ?s? µe?a???e? µ?a ep??e???s?, t? ??st??
  a?t?p??s?pe?s?? ?a? s??t???sµ?? t?? a?t?p??s?p??
  a????e?.
• ? te???????a t?? ?????f????? µe???e? t? ??st??
  a?t?p??s?pe?s?? d?e????????ta? t?? ep?ß?e?? ?a?
  t?? ??e??? t?? e??a??µ????.

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? ????? t?? ?.S. ??a t? ?e?t?????a t?? ???a??sµ??
? ep?d?as? t?? ?e???????a? t?? ?????f????? st??
ep??e???se?? s?µf??a µe t? Te???a ??t?p??s?pe?s??
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? ????? t?? ?.S. ??a t? ?e?t?????a t?? ???a??sµ??
St???e?a ???a??sµ?? ?a? p??sa?µ??? st?? ?e???????a
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? ????? t?? ?.S. ??a t? ?e?t?????a t?? ???a??sµ??
?? Internet ?a? ?? ???a??sµ??

• ?? Internet µp??e? ?a µe??se? s?µa?t??? ta ??st?
  a?t?p??s?pe?s?? ?a? s??t???sµ?? (??st??
  s??a??a???)
• ??ad???????s? ßas???? ep??e???µat???? d?ad??as???
  µe ß?s? t?? te???????a ?a? t? Internet
• ? te???????a t?? Internet ???eta? ßas????
  pa?????ta? t?? p????f???a??? ?p?d?µ?? µ?a?
  ep??e???s??.

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??????t??? Ste????, ???? ?p?f?se?? ?a?
?????f???a?? S?st?µata

• ? ????? t?? d?????t???? ste?e??? s?µf??a µe t?
  ??as??? µ??t??? d?????s?? (Fayol)
• ?????aµµat?sµ??
• ??????s?
• S??t???sµ??
• ???? ?p?f?se??
• ??e????

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??????t??? Ste????, ???? ?p?f?se?? ?a?
?????f???a?? S?st?µata
? ????? t?? d?????t???? ste?e??? st??? ???a??sµ???

• ?a?a?t???st??? t?? ??????t???? Ste?e??? µe t??
  ?pt??? t?? µ??t???? s?µpe??f????
• ??t??es? p????? e??as??? ????? d?a??p?
• ?ata?e?µat?sµ??e? d?ast????t?te?
• ???t?µ??? t?? p????f???e? p?? p???????ta? ap?
  a?ep?s?µe? p???? (f?µe?, ???ts?µp???? ?.?p).
• ???t?µ??? t?? p??f?????? µ??f?? ep????????a? se
  s??s? µe t?? ??apt??
• ??at????? d?e???µ??? d??t?? epaf?? ?? a?ep?s?µ?
  p????f???a?? s?st?µa.

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??????t??? Ste????, ???? ?p?f?se?? ?a?
?????f???a?? S?st?µata
? ????? t?? d?????t???? ste?e??? st??? ???a??sµ???

• ?at?????e? d?????t???? ?????
• ??ap??s?p???? ????? eµß??µat??? p??s?p?, ???t??,
  s??desµ??
• ?????f???a??? ????? ?e????? ???t??, d?a??µ?
  p????f?????, e?p??s?p??
• ????? ????? ap?f?se?? ep??e???µat?a?, d?a?e???s?
  ???se??, ?ata??µ? p????, d?ap?a?µ?te?s?

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??????t??? Ste????, ???? ?p?f?se?? ?a?
?????f???a?? S?st?µata
??????t??? Ste???? ?a? ???? ?p?f?se??

• ???? ap?f?se?? se d?af??et??? ???a??s?a?? ep?peda
• St?at????? ep?ped? ap?f?se?? ??a t???
  µa???p???esµ??? st?????, t??? p????? ?a? t??
  p???t???? t?? ???a??sµ??.
• ??????t???? ??e???? pa?a???????s? t?? ???s?? t??
  p???? ?a? t?? ap?d?s??
• ??te?est???? ??e???? ap?f?se?? ??a t?? t??p?
  e?t??es?? e??as?a? ?a? ?ata??µ?? t?? p????f?????

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??????t??? Ste????, ???? ?p?f?se?? ?a?
?????f???a?? S?st?µata
??????t??? Ste???? ?a? ???? ?p?f?se??

• ?? ap?f?se?? d?a??????ta? se
• ?d?µ?te? ap?f?se?? ?? s????e??, apa?t??? ???t???
  ??a??t?ta, a???????s?, d???at???t?ta st?? ???sµ?
  t?? p??ß??µat??, de? p???p???e? d?ad??as?a
• ??µ?µ??e? ap?f?se?? ?pa?a?aµßa??µe?e?, s????e??,
  a????????? s???e???µ??? d?ad??as?a.

24
??????t??? Ste????, ???? ?p?f?se?? ?a?
?????f???a?? S?st?µata
?????f???a?? S?st?µata ?a? ep?peda ????? ap?f?se??
25
??????t??? Ste????, ???? ?p?f?se?? ?a?
?????f???a?? S?st?µata

• St?d?a ????? ?p?f?se?? (Simon)
• S?????? p????f????? ?a? a?a?????s? t??
  p??ß??µat??
• S?ed?asµ?? e?a??a?t???? ??se?? st? p??ß??µa
• ?p????? µeta?? t?? e?a??a?t???? ??se??
• ???p???s? t?? ap?fas??

26
??????t??? Ste????, ???? ?p?f?se?? ?a?
?????f???a?? S?st?µata

• ???t??a ????? ?p?f?se??
• ???t??? t?? ??????? ?? ?????p?? ?aµß?????
  s??epe?? ??????????? ap?f?se??, ep??????ta? t?
  ß??t?st? e?a??a?t??? ??s?
• ???t??? st? µ??t??? t?? ???????
• ?e? e??a? ???st?? ??e? ?? e?a??a?t????
• Se p???p???e? ap?f?se?? ?? ?????p?? te????? ?a
  ep??????? t?? p??t? d?a??s?µ? ??s?.
• ? ???? ap?f?se?? ep??e??eta? ap? µe??????a, ?a?
  µp??e? ?a d?ast?eß???e? ap? t? p?a?s?? a?af????

27
??????t??? Ste????, ???? ?p?f?se?? ?a?
?????f???a?? S?st?µata

• ???t??a ????? ?p?f?se??
• G??st??? st?? ??af??eta? st?? p??d?a??se?? t??
  p??s?p???t?ta? t?? at?µ?? p?? ?aµß??e? t??
  ap?f?se??
• S?st?µat??? ???? ap?f?se??
• ???? ap?f?se?? µe ß?s? t? d?a?s??s?

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??????t??? Ste????, ???? ?p?f?se?? ?a?
?????f???a?? S?st?µata

• ???t??a ????? ?p?f?se?? ap? ?µ?de?
• ???a??s?a?? µ??t??a
• G?afe????at??? µ??t??a
• ????t??? µ??t??a
• ???t??? t?? ?a????? t?? a???st??

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??????t??? Ste????, ???? ?p?f?se?? ?a?
?????f???a?? S?st?µata

• ???a??s?a??? pa?????te? p?? ep?d???? st?
  s?ed?asµ? ?a? t?? ?ata???s? t?? ?????f???a???
  S?st?µ?t??
• ?e??ß????? t?? ???a??sµ??
• ??µ? t?? ???a??sµ??
• ????t???a ?a? p???t??? t?? ???a??sµ??
• ??p?? ???a??sµ?? ?a? st?? ??es?a? t??
• ?as???? ?µ?de? s?µfe???t?? ?a? st?s? e??a??µ????
• ??d?? e??as???, ap?f?se?? ?a? d?ad??as??? p??
  ?p?st????e? t? ?????f???a?? S?st?µa.

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??????t??? Ste????, ???? ?p?f?se?? ?a?
?????f???a?? S?st?µata

• ?p?d????µe?a ?a?a?t???st??? ?????f???a???
  S?st?µ?t??
• ??e????a ?a pa?????? p????? ep?????? ??a t?
  d?a?e???s? ?a? t?? a???????s? t?? ded?µ????
• ?a ?p?st??????? d?af??et??? st??, ??a??t?te?,
  ???se?? ?a? ?a pa?a????????? d?af??et????
  e?a??a?t???? ?a? t?? s???pe??? t???.
• ?a a????????? t?? ??afe????at???? ?a? p???t????
  apa?t?se?? t?? ???a??sµ??.

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?????f???a?? S?st?µata ?a? ?p??e???µat???
St?at?????
?? e??a? ??a st?at????? ?.S.

• ?p??e? ?a e??a? se ?p???d?p?te d?????t??? ep?ped?
  t?? ???a??sµ??
• ?etaß??e? t??? st?????, t?? ?e?t?????e?, ta
  p?????ta, t?? ?p??es?e? ? t?? s??se?? t??
  ???a??sµ?? µe t? pe??ß????? t??.
• ????? t?? ???a??sµ? ?a ap??t?se? a?ta????st???
  p?e????t?µa

32
???t??? a?ta????st???? d???µe?? t?? Porter
33
?????f???a?? S?st?µata ?a? ?p??e???µat???
St?at?????

• St?at?????? ??ta????sµ??
• ?a?a???? ?aµ???? ??st???
• ??af???p???s? p?????t?? ? ?p??es???
• ???a?? ped??? a?ta????sµ??, d?e??????ta? ?
  pe????????ta? t?? a????

34
?????f???a?? S?st?µata ?a? ?p??e???µat???
St?at?????

• ?? µ??t??? t?? ???s?da? ???a?
• ? ep??e???s? ?e??e?ta? ?? se??? ? a??s?da
  d?ast????t?t?? ?? ?p??e? p??s??t??? pe???????
  a??a? sta p?????ta ? t?? ?p??es?e? p?? pa???e? ?
  ep??e???s?.
• ?e ß?s? t?? a??s?da a??a? e?t?p????ta? ??
  d?ast????t?te? t?? ep??e???s?? ?p?? µp????? ?a
  efa?µ?st??? pe??ss?te?? ap?te?esµat??? ??
  st?at?????? a?ta????sµ??.
• ?? d?ast????t?te? p?? ap?te???? t?? a??s?da a??a?
  pe???aµß????? ????e? ? p??te???se? ?a?
  ?p?st????t???? d?ad??as?e?.
• ? a??s?da a??a? µ?a? ep??e???s?? µp??e? ?a
  s??de?e? µe t?? a??s?de? a??a? ?????
  ep??e???se??, ?p?? ?? p??µ??e?t??, ?? d?a??µe??
  ?a? ?? pe??te? t??.

35
? a??s?da a??a? t?? ep??e???s?? ?a? ? a??s?da
a??a? t?? ???d??
36
?????f???a?? S?st?µata ?a? ?p??e???µat???
St?at?????

• ? ?st?? a??a?
• ???a? t? d??t?? a?e???t?t?? ep??e???se??, ??
  ?p??e? µ?s? t?? ??? s??d???? ?a? s??t??????? t??
  ep?µ????? a??s?de? a??a?, µe st??? t?? pa?a????
  e??? p?????t?? ? µ?a? ?p??es?a?.
• O?e?ta? ?????? ap? t??? pe??te?, s?????? de? ??e?
  ??aµµ??? µ??f?.
• ??????t? s??µa, p??sa?µ??eta? e????a st?? a??a???
  st? ??t?s? ?a? t?? p??sf???.

37
? ?st?? a??a?
38
?????f???a?? S?st?µata ?a? ?p??e???µat???
St?at?????

• ??af???p???s? p?????t??
• St?at????? ??a t?? a??pt??? ???? p?????t?? ?a?
  ?p??es??? p?? de? e??a? e????? ?a a?t???af??? ap?
  t??? a?ta????st?? µe st??? t?? ap??t?s? p?st??
  pe?at??.
• ?a?ade??µata ATMs, s?st?µata ???t?s?? ??se?? se
  ae??p????? ta??d?a.

39
?????f???a?? S?st?µata ?a? ?p??e???µat???
St?at?????

• ?st?asµ??? d?af???p???s?
• St?at????? ??a t?? a??pt??? ???? a?????
  e?e?d??e?µ???? p?????t?? ?a? ?p??es???.
• ?a ?????f???a?? S?st?µata µp????? ?a d?s???
  ded?µ??a ??a t?? p???se?? µe ß?s? ta ?p??a
  ???eta? a????s? t?? s?µpe??f???? ?a? t??
  p??t?µ?se?? t?? pe?at??.
• ?a??de??µa ?t?µ??? µ???et????

40
?????f???a?? S?st?µata ?a? ?p??e???µat???
St?at?????

• S?st?µata ?p?d?t???? ?p????s?? st?? a????e? t??
  pe?at??
• S??d???? t? s?µpe??f??? t?? pe?at?? µe t??
  a??s?de? d?a??µ??, pa?a????? ?a? p??µ??e?a?.
• S?st?µata s??e???? a?ap????s?? ap??eµ?t??
• ?e??s? ??st??? ap??eµ?t??, ???????te?? pa??d?s?
  st??? pe??te?

41
?????f???a?? S?st?µata ?a? ?p??e???µat???
St?at?????

• ??st?? a??a???
• ?? ??st?? t?? pe??t? p?? st??feta? se
  a?ta????st??? p?????.
• ?a p????f???a?? s?st?µata p??sf????? e?????a
  ???s?? ?a? a??????? t? ??st?? a??a??? ??a t???
  pe??te?.
• ?a??de??µa s?st?µata ap?????? ????? ap??eµa

42

• S?????s? t?? ?e??d?? ????? ?p??eµa µe t??
  ?a?ad?s?a?? ??a?t??? ?a? µe t? ????d? ?? St??µ?
  p?? ??e???eta?

43
?p??e???µat???? St?at??????
44
?????f???a?? S?st?µata ?a? ?p??e???µat???
St?at?????

• Se ep??e???s?a?? ep?ped?, ? ??? µp??e?
• ?a p?????se? t? s??e??as?a µeta?? t??
  ep??e???µat???? µ???d??.
• ?a ße?t??se? t?? ßas???? ??a??t?te? (core
  competencies)

45
?????f???a?? S?st?µata ?a? ?p??e???µat???
St?at?????

• St? ep?ped? st?at?????? ???d??, ? ??? µp??e?
• ?a p?????se? t? d?µ??????a s?µp???e??
  p????f?????.
• ?a ?d???se? st?? a??pt??? p??t?p??
• ??????µ?a d??t???

46
?? µ??t??? a?ta????st???? d???µe?? t?? Porter
47
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48
?????f???a?? S?st?µata ?a? ?p??e???µat???
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49
?????f???a?? S?st?µata ?a? ?p??e???µat???
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