物業(yè)質(zhì)量檢查標(biāo)準(zhǔn)及處罰細(xì)則

1、質(zhì)量檢查標(biāo)準(zhǔn)及處罰細(xì)則1.目的對物業(yè)管理質(zhì)量實(shí)施質(zhì)量控制, 全面掌握項(xiàng)目管理處的各方面的工作情況，協(xié)助部門完善服務(wù)中存在的漏洞和缺失，并作為考評和獎懲的重要依據(jù)，確保公司內(nèi)部各項(xiàng)管理工作順利進(jìn)行,促使公司的服務(wù)水平穩(wěn)步上升，達(dá)到物業(yè)管理目標(biāo)。2.適用范圍適用于公司各項(xiàng)目管理處的日常工作考核范圍，覆蓋項(xiàng)目管理處所有崗位服務(wù)工作以及外包項(xiàng)目。3.主要職責(zé)3.1公司質(zhì)量部負(fù)責(zé)質(zhì)量管理檢查考核的計(jì)劃與執(zhí)行事務(wù)；3.2質(zhì)量部對檢查所涉及崗位考核、評價的嚴(yán)肅性、公正性、客觀性負(fù)責(zé)；3.3各項(xiàng)目管理處對檢查問題的整改措施報告必須提交質(zhì)量部；4.考核標(biāo)準(zhǔn)4.1檢查方法4.1.1計(jì)劃檢查1）確定檢查詳實(shí)和貼進(jìn)實(shí)

2、際的檢查計(jì)劃；2）將檢查計(jì)劃告知受檢查單位；3）現(xiàn)場檢查活動的開展實(shí)施；4）形成質(zhì)量檢查報告下發(fā)受檢查單位；5）檢查中問題的整改和跟蹤。4.1.2臨時檢查非事前通知不定期質(zhì)量抽查，實(shí)施過程按4.1.1條第3款、第4款、第5款執(zhí)行。4.1.3質(zhì)量檢查中出現(xiàn)問題的整改，在公司下一次質(zhì)量檢查中一并進(jìn)行落實(shí)、驗(yàn)證。4.2檢查的內(nèi)容及扣分標(biāo)準(zhǔn)質(zhì)量檢查涉及到項(xiàng)目管理處服務(wù)的方方面面，公司結(jié)合工作的重點(diǎn)制定了主要包括客服管理、安全管理、工程維修與房屋管理、共用設(shè)施設(shè)備管理、清潔綠化管理、裝修管理、公用水電管理、應(yīng)急測試、后勤服務(wù)及員工內(nèi)務(wù)管理、資料管理、問題整改等11項(xiàng)，共56條內(nèi)容，每項(xiàng)都有明確的檢查標(biāo)準(zhǔn)

3、和對應(yīng)所扣分值（具體標(biāo)準(zhǔn)見公司質(zhì)量管理檢查服務(wù)標(biāo)準(zhǔn)）。4.2.1客服管理4.2.1.1客服前臺接待及客服代表。服務(wù)人員按規(guī)定著裝，儀表整潔，不符合每人扣0.5分；前臺接待業(yè)主沒有站立，每起扣0.5分；沒有“五聲服務(wù)”（歡迎聲、問候聲、致謝聲、致歉聲、告別聲）每起扣0.5分；沒有給來訪者倒水的扣0.5分；語氣生硬，敷衍應(yīng)答的扣1分；要求回復(fù)的沒有來訪記錄每起扣1分。4.2.1.2辦公環(huán)境。辦公場所堆放雜亂，不整潔，每處扣0.5分；上班時間吸煙、喝酒或干與工作無關(guān)的事情，每起扣1分。4.2.1.3值班電話。電話無人接聽扣1分；三響后接聽每起扣0.5分；沒有規(guī)范用語的（您好，xx管理處等）每起扣0.

4、5分；接聽投訴或反映問題的電話無記錄的，每起扣0.5分。4.2.1.4員工培訓(xùn)。員工應(yīng)知應(yīng)會內(nèi)容，如崗位職責(zé)、轄區(qū)派出所電話、管理處電話、公司領(lǐng)導(dǎo)及有關(guān)部室電話、應(yīng)急電話和重要車牌號等，不知道一項(xiàng)扣0.5分；新入職員工入職一個月內(nèi)沒有培訓(xùn)和書面考試記錄的，每起扣1分；4.2.1.5上述有關(guān)員工行為規(guī)范的條款同樣適用于工程、秩序維護(hù)、保潔、綠化等專業(yè)在質(zhì)量檢查中的評分范圍內(nèi)。4.2.2安全管理4.2.2.1出入門崗（含車輛出入崗）秩序維護(hù)員未向業(yè)主（車主）問好，每發(fā)現(xiàn)一起扣0.5分。4.2.2.2車輛收費(fèi)記錄不準(zhǔn)確或者記錄不完整，沒收、少收或超額收費(fèi)，每一處扣0.5分。4.2.2.3樓道、轄區(qū)巡

5、查沒有記錄或者記錄不規(guī)范（巡查記錄按iso9000要求操作），每一處扣0.5分。4.2.2.4非機(jī)動車輛亂停亂放的,每處扣0.2分；4.2.2.5轄區(qū)內(nèi)危及人身安全處沒有明顯警示標(biāo)識，施工作業(yè)時沒有設(shè)置明顯的警示標(biāo)志或外來施工單位未規(guī)范作業(yè)，沒有監(jiān)督到位，每處扣1分。4.2.2.6轄區(qū)內(nèi)存在安全隱患如：亂接電源、占用、堵塞樓宇消防通道等存在安全隱患，每處扣1分。4.2.2.7消防器材未進(jìn)行年檢或損壞未及時修理，每一起扣1分。4.2.2.8沒有應(yīng)急預(yù)案或有應(yīng)急預(yù)案而沒有演練或不熟悉預(yù)案操作程序的，每一起扣0.5分。4.2.2.9人員進(jìn)出嚴(yán)格執(zhí)行來客登記制度，填寫人員來訪登記表；物品搬離小區(qū)應(yīng)檢驗(yàn)

6、出門證并簽字確認(rèn)，發(fā)現(xiàn)一處未符合規(guī)定扣0.2分。 4.2.3工程維修及房屋管理4.2.3.1維修不及時，接單后超過15分鐘未登門維修的，每起扣0.5分；4.2.3.2維修沒按規(guī)定收費(fèi)的，每一起扣0.5分；4.2.3.3維修在24小時內(nèi)沒進(jìn)行回訪的，每一起扣0.5分；4.2.3.4違反規(guī)定私搭亂建、擅自改變房屋用途現(xiàn)象，每一處扣0.5分；4.2.3.5維修記錄填寫不符合要求的，每起扣0.5分；4.2.3.6房屋外墻瓷片破損、脫落未及時修補(bǔ)，每處扣0.5分；4.2.3.7房屋天面、通道堆放雜物以及違章占用，每處扣0.5分。4.2.4公用設(shè)施、設(shè)備管理4.2.4.1轄區(qū)內(nèi)道路、路面破損、不平坦，每處

7、扣0.5分；4.2.4.2各類設(shè)施設(shè)備標(biāo)識、狀態(tài)標(biāo)識出現(xiàn)缺損、模糊不清，每處扣0.2分4.2.4.3轄區(qū)內(nèi)污水井漫溢，井蓋缺損，排水、排污管道堵塞，每一處扣1分；4.2.4.4制定供電系統(tǒng)管理措施并嚴(yán)格執(zhí)行，記錄完整；供電設(shè)備運(yùn)行正常，配電室管理符合有關(guān)規(guī)定，路燈、樓道燈等公共設(shè)備完好，無破損，發(fā)現(xiàn)一處不符合扣0.5分；4.2.4.5共用設(shè)施設(shè)備運(yùn)行、使用及維護(hù)沒有按規(guī)定記錄，操作、保養(yǎng)不規(guī)范，每一處扣0.5分。 4.2.4.6電梯維保未按計(jì)劃組織執(zhí)行的，記錄不準(zhǔn)確、不完整，每一處扣0.5分。4.2.4.7設(shè)施設(shè)備工作環(huán)境與衛(wèi)生狀況不符合標(biāo)準(zhǔn)要求的，每一處扣0.5分。4.2.4.8有分包項(xiàng)按合

8、同約定對分包內(nèi)容進(jìn)行監(jiān)督檢查，并填寫監(jiān)控記錄，對不合格項(xiàng)要求分包方限時整改，發(fā)現(xiàn)一處不合格扣0.5分。 4.2.5保潔、綠化管理4.2.5.1房屋共有部分亂貼亂畫，表面不清潔，擅自堆放雜物現(xiàn)象，每處扣0.5分；4.2.5.2轄區(qū)內(nèi)綠地、道路等公用場所有紙屑、煙頭、石塊、寵物糞便等廢棄物，亂堆亂放垃圾，每處扣0.5分；4.2.5.3公共區(qū)域地面、樓梯扶欄、電梯轎廂內(nèi)、公共玻璃窗等有明顯污跡，每一處扣0.5分；4.2.5.4綠地被改變使用用途、遭破壞、踐踏、占用，有黃土裸露的，每處扣0.5分；4.2.5.5樹木花草出現(xiàn)病死、枯死的，每一次扣1分；4.2.5.6草坪、植物未能及時修剪，每一處扣0.5

9、分；4.2.5.7外包保潔、綠化沒有按照合同要求進(jìn)行監(jiān)督或監(jiān)督不到位的，每發(fā)現(xiàn)一處扣0.5分。 4.2.6裝修管理4.2.6.1沒按審批程序施工或?qū)徟绦虿煌暾?，?分；4.2.6.2裝修期間每天巡查，沒有巡查記錄或者記錄不完整，扣0.2分；4.2.6.3出現(xiàn)違規(guī)裝修，未采取得當(dāng)措施的扣0.5分；4.2.6.4裝修垃圾沒按規(guī)定地點(diǎn)亂堆亂放，扣0.5分。 4.2.7公用水電管理4.2.7.1綠化水管打開未見工作人員在作業(yè)現(xiàn)場的或者水管用完未規(guī)范放到指定地方，每一處扣1分。4.2.7.2公共水龍頭用后未關(guān)閉在流水或滴水的，每一起扣0.5分；4.2.7.3公共區(qū)域有長明燈的，發(fā)現(xiàn)每一起扣0.5分；4

10、.2.8應(yīng)急測試 4.2.8.1電梯轎廂內(nèi)應(yīng)急呼叫器無反應(yīng)的，每一處扣0.5分；4.2.8.2接到報警求助信號，有關(guān)人員必須按規(guī)定的時間到達(dá)出事現(xiàn)場的，不符合要求每起扣1分。 4.2.8.3保潔測試，紙團(tuán)扔于公共區(qū)域45分鐘后無人清理的扣0.5分；4.2.9后勤服務(wù)及員工內(nèi)務(wù)管理4.2.9.1食堂衛(wèi)生、器具不整潔扣0.5分，食物存放不符合衛(wèi)生要求扣1分。4.2.9.2宿舍不整潔，物品擺放雜亂扣0.5分，亂拉亂接電源電線扣1分。4.2.9.3倉庫（材料庫）堆放雜亂扣0.5分；4.2.10資料管理4.2.10.1未按公司iso9001和iso14001體系文件要求填寫記錄表格，每一起扣0.2分；4

11、.2.10.2來去文函無存檔、登記的，扣0.5分；4.2.10.3資料缺失的扣1分；4.2.10.4業(yè)主、員工、物業(yè)檔案分類管理，記錄資料完善，填寫規(guī)范，日期、各類簽名或蓋章齊全，無缺漏項(xiàng)，欠缺一處扣0.2分。 4.2.11問題整改4.2.11.1對整改問題有糾正和改進(jìn)措施及計(jì)劃，但拖延未實(shí)施落實(shí)且無如何處理說明和記錄的，扣0.5分；4.2.11.2對整改問題已落實(shí)完成，但無整改記錄或記錄不全的，扣0.2分；4.2.11.3整改問題經(jīng)復(fù)查驗(yàn)證未通過的，扣0.5分；4.2.11.4問題即未解決也無整改措施的，每一項(xiàng)扣1分。4.3考核方法4.3.1每月由公司質(zhì)量部負(fù)責(zé)對各項(xiàng)目管理處的質(zhì)量服務(wù)進(jìn)行抽

12、查，檢查結(jié)果及檢查評分以質(zhì)量檢查報告的形式公布。4.3.2以項(xiàng)目管理處為單位按考核細(xì)則進(jìn)行評分，滿分100分，并按當(dāng)月項(xiàng)目出現(xiàn)問題的總分值一次性進(jìn)行扣分處罰，每扣1分折合罰款金額50元。4.3.3考慮到項(xiàng)目的管理面積、服務(wù)專業(yè)等因素的差異性，在評分時系數(shù)執(zhí)行如下標(biāo)準(zhǔn)：1）冠城園、金星園、水星園項(xiàng)目在總得分上乘系數(shù)1.0；2）區(qū)政府（a區(qū)）、社區(qū)服務(wù)中心項(xiàng)目在總得分上乘系數(shù)1.5；3）圖書城項(xiàng)目在總得分上乘系數(shù)1.8。4.3.4對于檢查過程中首次發(fā)生的問題，第一次采取項(xiàng)目提醒不扣分的方式處理，如若同類問題二次發(fā)生將按考核標(biāo)準(zhǔn)進(jìn)行扣分。4.3.5對項(xiàng)目自主創(chuàng)新且具有實(shí)際成效和經(jīng)濟(jì)效益的新舉措、新方

13、法及優(yōu)秀經(jīng)驗(yàn)，除進(jìn)行其它項(xiàng)目推廣外，根據(jù)其性質(zhì)進(jìn)行25分獎勵加分。4.3.6出現(xiàn)嚴(yán)重違紀(jì)或重大投訴、失誤的另行處理。5.相關(guān)記錄5.1質(zhì)量檢查記錄表5.2質(zhì)量檢查報告內(nèi)部資料，請勿外傳！6a*cz7h$dq8kqqfhvzfedswsyxty#&qa9wkxfyeq!djs#xuyup2knxprwxma&ue9aqgn8xp$r#͑gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv

14、$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amue9aqgn8xp$r#͑gxg

15、jqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa

16、5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z8vg#tym*jg&6a*cz7h$dq8kqqfhvzfedswsyxty#&qa9wkxfyeq!djs#xuyup2knxprwxma&ue9aqgn8xp$r#͑gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9c

17、pbk!zn%mz849gxg89amue9aqgn8xp$r#͑gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$

18、vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z8vg#tym*jg&6a*cz7h$dq8kqqfhvzfedswsyxty#&qa9wkxfyeq!djs#xuyup2knxprwxma&ue9aqgn8xp$r#͑gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89

19、amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvku

20、m>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amue9aqgn8xp$r#͑gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2z

21、vkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89am

22、ywpazadnugk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue

23、%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6

24、x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!

25、zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz84!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u

26、e9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh

27、5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnugk8!z89amywpazadnu#kn&muwfa5uxy7jnd6

28、ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tng

29、k8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqvadnu#kn

30、&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp

31、$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amy

32、wpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amy

33、wpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz84!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum&g

34、txrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&

35、ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%madnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*adnu#kn&muwfa5uxy7jnd6ywrr

36、wwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z

37、89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5u

38、xgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5u

39、xy7jnd6ywrrwwcvr9cpbk!zn%mz84!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&k

40、sv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv

41、*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnugk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh

42、5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jn

43、d6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn

44、%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amv$ue9wewz#qcu

45、e%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwf

46、a5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mzadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tn

47、gk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muw

48、fa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&k

49、sv*3tngk8!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3

50、tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz84!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpaz

51、adnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7

52、jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tng

53、k8!z89amywpazadnugk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9w

54、ewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#

55、kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqvue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3t

56、ngk8!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywv*3tngk8

57、!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz849gxgjqv$u*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz84!z89amv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxgjqv$ue9wewz#qcue%&qypeh5pdx2zvkum>xrm6x4ngpp$vstt#&ksv*3tngk8!z89amywpazadnu#kn&muwfa5uxy7jnd6ywrrwwcvr9cpbk!zn%mz8