{"id":9901,"date":"2014-10-13T02:54:23","date_gmt":"2014-10-12T23:54:23","guid":{"rendered":"https:\/\/www.itsmf.gr\/web\/?p=9901"},"modified":"2021-11-18T02:54:52","modified_gmt":"2021-11-18T00:54:52","slug":"culture-at-the-heart-of-service","status":"publish","type":"post","link":"https:\/\/www.itsmf.gr\/web\/culture-at-the-heart-of-service\/","title":{"rendered":"Culture at the Heart of Service"},"content":{"rendered":"<div class=\"page\" title=\"Page 1\">\n<div class=\"section\">\n<div class=\"layoutArea\">\n<div class=\"column\">\n<p class=\"p1\">\u03a3\u03ba\u03b5\u03c6\u03c4\u03cc\u03bc\u03b5\u03bd\u03bf\u03c2 \u03cc\u03c4\u03b9 \u03b7 \u03ba\u03b9\u03bd\u03b7\u03c4\u03ae\u03c1\u03b9\u03b1 \u03b4\u03cd\u03bd\u03b1\u03bc\u03b7 \u03bf\u03c0\u03bf\u03b9\u03b1\u03c3\u03b4\u03ae\u03c0\u03bf\u03c4\u03b5 \u03c0\u03c1\u03c9\u03c4\u03bf\u03b2\u03bf\u03c5\u03bb\u03af\u03b1\u03c2 \u03c3\u03c4\u03b7\u03bd \u03b4\u03b9\u03b1\u03c7\u03b5\u03af\u03c1\u03b9\u03c3\u03b7 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\u03b1\u03bd\u03b8\u03c1\u03c9\u03c0\u03bf\u03bb\u03bf\u03b3\u03b9\u03ba\u03ae \u03bf\u03c0\u03c4\u03b9\u03ba\u03ae \u03b3\u03c9\u03bd\u03af\u03b1 \u03bc\u03c0\u03bf\u03c1\u03bf\u03cd\u03bc\u03b5 \u03bd\u03b1 \u03b4\u03b9\u03b1\u03c3\u03c0\u03ac\u03c3\u03bf\u03c5\u03bc\u03b5 \u03c4\u03b1 \u03c3\u03c4\u03bf\u03b9\u03c7\u03b5\u03af\u03b1 \u03c4\u03b7\u03c2 \u03c9\u03c2 \u03c4\u03b7\u03bd \u03b3\u03bb\u03ce\u03c3\u03c3\u03b1-\u03b5\u03c2 \u03c0\u03bf\u03c5 \u03c7\u03c1\u03b7\u03c3\u03b9\u03bc\u03bf\u03c0\u03bf\u03b9\u03bf\u03cd\u03bc\u03b5 \u03b3\u03b9\u03b1 \u03ba\u03b1\u03b8\u03b7\u03bc\u03b5\u03c1\u03b9\u03bd\u03ae \u03b5\u03c0\u03b9\u03ba\u03bf\u03b9\u03bd\u03c9\u03bd\u03af\u03b1, \u03c3\u03c5\u03bc\u03c0\u03b5\u03c1\u03b9\u03c6\u03bf\u03c1\u03ad\u03c2 \u03ba\u03bf\u03b9\u03bd\u03c9\u03bd\u03b9\u03ba\u03ad\u03c2 \u03ae \u03bc\u03b7, \u03b3\u03b5\u03bd\u03b5\u03b1\u03bb\u03bf\u03b3\u03b9\u03ba\u03ae \u03c0\u03c1\u03bf\u03ad\u03bb\u03b5\u03c5\u03c3\u03b7, \u03ba.\u03bf.\u03ba. \u03a0\u03c1\u03cc\u03c3\u03c6\u03b1\u03c4\u03b1 \u03c3\u03c5\u03bd\u03ac\u03bd\u03c4\u03b7\u03c3\u03b1 \u03ad\u03bd\u03b1 \u03b5\u03c1\u03ce\u03c4\u03b7\u03bc\u03b1 \u03c3\u03c4\u03bf Linkedin \u03c0\u03bf\u03c5 \u03b6\u03b7\u03c4\u03bf\u03cd\u03c3\u03b5 \u03bd\u03b1 \u03c0\u03b5\u03c1\u03b9\u03b3\u03c1\u03ac\u03c8\u03b5\u03b9 \u03b7 \u03c3\u03c7\u03b5\u03c4\u03b9\u03ba\u03ae \u03ba\u03bf\u03b9\u03bd\u03cc\u03c4\u03b7\u03c4\u03b1 \u03b5\u03c0\u03b1\u03b3\u03b3\u03b5\u03bb\u03bc\u03b1\u03c4\u03b9\u03ce\u03bd \u03c0\u03bb\u03b7\u03c1\u03bf\u03c6\u03bf\u03c1\u03b9\u03ba\u03ae\u03c2 \u03c3\u03b5 \u03bc\u03b9\u03b1 \u03ae \u03b4\u03c5\u03bf \u03bb\u03ad\u03be\u03b5\u03b9\u03c2 \u03c4\u03bf \u03c4\u03b9 \u03c3\u03b7\u03bc\u03b1\u03af\u03bd\u03b5\u03b9 \u03ba\u03bf\u03c5\u03bb\u03c4\u03bf\u03cd\u03c1\u03b1. \u039f\u03b9 \u03b9\u03c3\u03c7\u03cd\u03bf\u03c5\u03c3\u03b5\u03c2 \u03b4\u03cd\u03bf \u03bb\u03ad\u03be\u03b5\u03b9\u03c2 \u03ae\u03c4\u03b1\u03bd \u00abshared values\u00bb.<\/p>\n<p class=\"p1\">\u03a3\u03c4\u03bf \u03b5\u03c0\u03b9\u03c7\u03b5\u03b9\u03c1\u03b7\u03bc\u03b1\u03c4\u03b9\u03ba\u03cc \u03c0\u03bb\u03b1\u03af\u03c3\u03b9\u03bf, \u03b7 \u03ba\u03bf\u03c5\u03bb\u03c4\u03bf\u03cd\u03c1\u03b1 \u03b1\u03c0\u03bf\u03ba\u03c4\u03ac \u03bc\u03b9\u03b1 \u03b4\u03b9\u03b1\u03c6\u03bf\u03c1\u03b5\u03c4\u03b9\u03ba\u03ae \u03ad\u03bd\u03bd\u03bf\u03b9\u03b1 \u03cc\u03c0\u03bf\u03c5 \u03c0\u03b1\u03c1\u03b1\u03b4\u03bf\u03c7\u03ad\u03c2, \u03c0\u03b5\u03c0\u03bf\u03b9\u03b8\u03ae\u03c3\u03b5\u03b9\u03c2 \u03ba\u03b1\u03b9 \u03ae\u03b8\u03b7 \u03c0\u03b1\u03af\u03b6\u03bf\u03c5\u03bd \u03c1\u03cc\u03bb\u03bf \u03c3\u03c4\u03b7\u03bd \u03c3\u03c5\u03bd\u03bf\u03c7\u03ae \u03bf\u03bc\u03ac\u03b4\u03c9\u03bd. \u03a4\u03bf ABC \u03c4\u03b7\u03c2 \u03ba\u03bf\u03c5\u03bb\u03c4\u03bf\u03cd\u03c1\u03b1\u03c2, Attitude-Behaviour-Cultural norms, \u03b4\u03b9\u03b1\u03c4\u03c5\u03c0\u03ce\u03bd\u03b5\u03b9 \u03c3\u03c5\u03bd\u03bf\u03c0\u03c4\u03b9\u03ba\u03ac \u03c4\u03b7\u03bd \u03bc\u03bf\u03c1\u03c6\u03bf\u03c3\u03cd\u03bd\u03c4\u03b1\u03be\u03b7 \u03c4\u03b7\u03c2 \u03ba\u03bf\u03c5\u03bb\u03c4\u03bf\u03cd\u03c1\u03b1\u03c2.<span class=\"Apple-converted-space\">\u00a0 <\/span>\u03a3\u03b5 \u03bc\u03b9\u03b1 \u03ad\u03c1\u03b5\u03c5\u03bd\u03b1 \u03c4\u03b7\u03c2 Pink Elephant \u03c0\u03bf\u03c5 \u03b4\u03b9\u03b5\u03be\u03ae\u03c7\u03b8\u03b7 \u03c4\u03bf 2008 \u03ba\u03b1\u03b9 2011 \u03bc\u03b5 \u03c4\u03b7\u03bd \u03c3\u03c5\u03bc\u03bc\u03b5\u03c4\u03bf\u03c7\u03ae \u03b5\u03c0\u03b1\u03b3\u03b3\u03b5\u03bb\u03bc\u03b1\u03c4\u03b9\u03ce\u03bd \u03c0\u03bb\u03b7\u03c1\u03bf\u03c6\u03bf\u03c1\u03b9\u03ba\u03ae\u03c2, \u03c4\u03b1 \u03b1\u03c0\u03bf\u03c4\u03b5\u03bb\u03ad\u03c3\u03bc\u03b1\u03c4\u03b1 \u03b4\u03b5\u03af\u03c7\u03bd\u03bf\u03c5\u03bd \u03cc\u03c4\u03b9 \u03c4\u03bf \u03bd\u03bf\u03cd\u03bc\u03b5\u03c1\u03bf \u03ad\u03bd\u03b1 \u03b5\u03bc\u03c0\u03cc\u03b4\u03b9\u03bf \u03c3\u03c4\u03b7\u03bd \u03b5\u03ba\u03c4\u03ad\u03bb\u03b5\u03c3\u03b7 \u03ad\u03c1\u03b3\u03c9\u03bd ITSM \u03b5\u03af\u03bd\u03b1\u03b9 \u03bf\u03b9 \u03b1\u03bb\u03bb\u03b1\u03b3\u03ad\u03c2 \u03c0\u03bf\u03c5 \u03c6\u03ad\u03c1\u03bd\u03bf\u03c5\u03bd \u03c3\u03c4\u03b7\u03bd \u0395\u03c4\u03b1\u03b9\u03c1\u03b9\u03ba\u03ae \u039a\u03bf\u03c5\u03bb\u03c4\u03bf\u03cd\u03c1\u03b1 \u03bc\u03b5 \u03bc\u03b1\u03ba\u03c1\u03bf\u03c0\u03c1\u03cc\u03b8\u03b5\u03c3\u03bc\u03bf \u03c7\u03b1\u03c1\u03b1\u03ba\u03c4\u03ae\u03c1\u03b1 \u03cc\u03c0\u03bf\u03c5 \u03bf\u03b9 \u03c3\u03c5\u03bc\u03bc\u03b5\u03c4\u03ad\u03c7\u03bf\u03bd\u03c4\u03b5\u03c2 \u03c3\u03c5\u03bc\u03c6\u03ce\u03bd\u03b7\u03c3\u03b1\u03bd \u03c3\u03b5 \u03c0\u03bf\u03c3\u03bf\u03c3\u03c4\u03cc 74% (2008) \u03ba\u03b1\u03b9 66% (2011). \u03a4\u03bf \u03b4\u03b5\u03cd\u03c4\u03b5\u03c1\u03bf \u03b5\u03bc\u03c0\u03cc\u03b4\u03b9\u03bf \u03b1\u03c6\u03bf\u03c1\u03ac \u03c0\u03b5\u03c1\u03b9\u03bf\u03c1\u03b9\u03c3\u03bc\u03bf\u03cd\u03c2 \u03c3\u03c4\u03b7\u03bd \u0394\u03b9\u03b1\u03b8\u03b5\u03c3\u03b9\u03bc\u03cc\u03c4\u03b7\u03c4\u03b1 \u03a0\u03cc\u03c1\u03c9\u03bd (\u03b1\u03bd\u03b8\u03c1\u03c9\u03c0\u03af\u03bd\u03c9\u03bd, \u03bf\u03b9\u03ba\u03bf\u03bd\u03bf\u03bc\u03b9\u03ba\u03ce\u03bd, \u03ba.\u03bf.\u03ba.) \u03bc\u03b5 60% (2008) \u03ba\u03b1\u03b9 65% (2011), \u03b5\u03bd\u03ce \u03b7 \u0395\u03c0\u03b9\u03c7\u03b5\u03b9\u03c1\u03b7\u03c3\u03b9\u03b1\u03ba\u03ae \u0399\u03ba\u03b1\u03bd\u03cc\u03c4\u03b7\u03c4\u03b1 \u03a5\u03bb\u03bf\u03c0\u03bf\u03af\u03b7\u03c3\u03b7\u03c2 \u03bd\u03ad\u03c9\u03bd \u03c0\u03bf\u03bb\u03b9\u03c4\u03b9\u03ba\u03ce\u03bd, \u03b4\u03b9\u03b1\u03b4\u03b9\u03ba\u03b1\u03c3\u03b9\u03ce\u03bd \u03ba\u03b1\u03b9 \u03b5\u03c1\u03b3\u03b1\u03bb\u03b5\u03af\u03c9\u03bd \u03ad\u03c1\u03c7\u03b5\u03c4\u03b1\u03b9 \u03c4\u03c1\u03af\u03c4\u03b7 \u03c3\u03c4\u03b7\u03bd \u03bb\u03af\u03c3\u03c4\u03b1 \u03bc\u03b5 52% (2008) \u03ba\u03b1\u03b9 57% (2011).<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p class=\"p1\">\u039c\u03b9\u03b1 \u03ac\u03bb\u03bb\u03b7 \u03ad\u03c1\u03b5\u03c5\u03bd\u03b1 \u03c4\u03bf\u03c5 London School of Economics Outsourcing Unit \u03bc\u03b5 \u03c3\u03c5\u03bc\u03bc\u03b5\u03c4\u03bf\u03c7\u03ae 711 \u03c0\u03c1\u03bf\u03bc\u03b7\u03b8\u03b5\u03c5\u03c4\u03ce\u03bd \u03ba\u03b1\u03b9 \u03c0\u03b5\u03bb\u03b1\u03c4\u03ce\u03bd, \u03b1\u03c0\u03bf\u03ba\u03b1\u03bb\u03cd\u03c0\u03c4\u03b5\u03b9 \u03b1\u03bd\u03c4\u03b9\u03bb\u03ae\u03c8\u03b5\u03b9\u03c2 \u03c0\u03c1\u03bf\u03bc\u03b7\u03b8\u03b5\u03c5\u03c4\u03ce\u03bd \u03b3\u03b9\u03b1 \u03c4\u03bf \u03c4\u03b9 \u03c0\u03b9\u03c3\u03c4\u03b5\u03cd\u03bf\u03c5\u03bd \u03cc\u03c4\u03b9 \u03bf\u03b9 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b5\u03c2 \u03c4\u03bf\u03c5\u03c2 \u03b8\u03b5\u03c9\u03c1\u03bf\u03cd\u03bd \u03c3\u03b7\u03bc\u03b1\u03bd\u03c4\u03b9\u03ba\u03cc \u03b3\u03b9\u03b1 \u03c4\u03bf\u03c5\u03c2 \u03b9\u03b4\u03af\u03bf\u03c5\u03c2. \u0397 \u03b4\u03b9\u03b1\u03c6\u03bf\u03c1\u03ac \u03b1\u03bd\u03c4\u03b9\u03bb\u03ae\u03c8\u03b5\u03c9\u03bd \u03b5\u03af\u03bd\u03b1\u03b9 \u03b7 \u03bc\u03b5\u03b3\u03b1\u03bb\u03cd\u03c4\u03b5\u03c1\u03b7 \u03c3\u03c4\u03b7\u03bd \u03ba\u03b1\u03c4\u03b7\u03b3\u03bf\u03c1\u03af\u03b1 \u03c4\u03b7\u03c2 \u03ba\u03bf\u03c5\u03bb\u03c4\u03bf\u03cd\u03c1\u03b1\u03c2, \u03cc\u03c0\u03bf\u03c5 \u03bc\u03cc\u03bd\u03bf \u03c4\u03bf 20% \u03c4\u03c9\u03bd \u03c0\u03c1\u03bf\u03bc\u03b7\u03b8\u03b5\u03c5\u03c4\u03ce\u03bd \u03c0\u03b9\u03c3\u03c4\u03b5\u03cd\u03bf\u03c5\u03bd \u03cc\u03c4\u03b9 \u03bf\u03b9 \u03c0\u03b5\u03bb\u03ac\u03c4\u03b5\u03c2 \u03c4\u03bf\u03c5\u03c2 \u03b8\u03b5\u03c9\u03c1\u03bf\u03cd\u03bd \u03c3\u03b7\u03bc\u03b1\u03bd\u03c4\u03b9\u03ba\u03ae \u03c4\u03b7\u03bd \u03ba\u03bf\u03c5\u03bb\u03c4\u03bf\u03cd\u03c1\u03b1 \u03c4\u03bf\u03c5\u03c2 \u03b5\u03bd\u03ce \u03c3\u03c4\u03b7\u03bd \u03c0\u03c1\u03b1\u03b3\u03bc\u03b1\u03c4\u03b9\u03ba\u03cc\u03c4\u03b7\u03c4\u03b1 \u03b1\u03c5\u03c4\u03ae \u03b7 \u03c4\u03b9\u03bc\u03ae \u03b1\u03b3\u03b3\u03af\u03b6\u03b5\u03b9 \u03c4\u03bf 40%.<\/p>\n<p class=\"p1\">\u039f Peter Drucker \u03ad\u03c7\u03b5\u03b9 \u03b1\u03bd\u03b1\u03c6\u03b5\u03c1\u03b8\u03b5\u03af \u03b5\u03cd\u03c3\u03c4\u03bf\u03c7\u03b1 \u03c3\u03c4\u03b1 \u03b5\u03bc\u03c0\u03cc\u03b4\u03b9\u03b1 \u03c0\u03bf\u03c5 \u03c3\u03c5\u03bd\u03b1\u03bd\u03c4\u03ac\u03bc\u03b5 \u03c3\u03c4\u03b9\u03c2 \u03b1\u03bb\u03bb\u03b1\u03b3\u03ad\u03c2 \u03ba\u03bf\u03c5\u03bb\u03c4\u03bf\u03cd\u03c1\u03b1\u03c2 \u03bb\u03ad\u03b3\u03bf\u03bd\u03c4\u03b1\u03c2 \u03cc\u03c4\u03b9 \u00ab\u03b7 \u03b5\u03c4\u03b1\u03b9\u03c1\u03b9\u03ba\u03ae \u03ba\u03bf\u03c5\u03bb\u03c4\u03bf\u03cd\u03c1\u03b1 \u03b5\u03af\u03bd\u03b1\u03b9 \u03cc\u03c0\u03c9\u03c2 \u03b7 \u03ba\u03bf\u03c5\u03bb\u03c4\u03bf\u03cd\u03c1\u03b1 \u03bc\u03af\u03b1\u03c2 \u03c7\u03ce\u03c1\u03b1\u03c2. \u03a0\u03cc\u03c4\u03b5 \u03bc\u03b7\u03bd 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