Download 6è ATELIER sur le SERVICE Thème : LE GROUPE AA

Transcript
($%)* &*
! " #$%&'
" #$%&'
" -&*,($ .) /00
+ " ( $,,$ )*%
1
3
0*
5
1
6
"
2
4
0
22
2
"
78
0
1
)
1
5
"
22
2
"
(
( 5
0
)
5
59
3
"2
:
5
))
:
))
5
00
2
))
))
6
"
0
;
31
(
3
%-.,<
2
%
:
=
1
3
3
5
))0
9 5 "
2
!
# $
!
!
#
&
"
%%
!
#
!
!
%%
"
!
#
!
!
%
#
%
'
!
"
!
%%
$
&
#
2
5 ?
78 -
>
5
"
*
3
30
5
3 %=
3
1
0
5
0
(
@!
+
=
;
@AAB
AB C! B A CB
A C A+ C BA
"
"
@
5
@AAB " ( 2
0
!
$
2
" "#
%
%
"
"
&$
<
00
%
=3
,
>,$
00
3
'%"%
:
!
'
.4
&
"
'
()
$
"
# $
"*
# $
"
$$
+
0
,
0
+ (
%
"
"
0
%
1
' %
"
2
2
2
0
2
2
0
"
"'
(
"
3
# $
5
5
0
0
0
)
"
(
# $
$&
" ')
* "
"
" $)
"
6
"&4
! !
)
"
- "
+
"
0
)
(
3
,
!
0
0
%- $
0
78 "
"
"
".
!
+ "
#
9)
!
0
/
)"
0
!
(
.
*
!
"
"
# $
$
# $
)
$
"
0
/
-)
4
"
"
"
&
# $
'
# $
"" $)
"
)
*
2
(
( .
'
(&
# $
-% %
)
"
$
(
0
"
!
!
0
"
)"
'
/
"
# $
"
6)
"
# $
$)
!
)
'
/
6
$
"&(
+
$
)
"
"" $)
"
)
# $
!
!!
"
:
,; & $
(
$)
# $
"!
# $
"
!
#
"
,
# $
000& $
" $ 1 $
"
&
&
22
"
$
" &$
"
$
$ (, @ -
$
$ (4
3
:
'
;-. -. =A
.4
-
(
%
: '
C
: (
4
) )E %
"
3
"
H
F 4 @
E
D
"
*'
)
" "
D
8
&' #&
H
C'
&>
" &
" F
F
F
$" " "
".
4
"
&
3
,
.
"
"
&
"
"
&
"
) &
9
"
"
"
" :&
&
"
"
"
"
/
&
,
4
" 3 *
. 34
4
.
" "
) $ "
"
"
(
F
"* " F & 78 " C 4 "
'
F
>,$
$+ ( ;
E
F
I
4 56 78
"
" . 3"
")
.
F
&( " %
, ; -
;
;$+ $ ( @
F
E
% :+ " C
"
.
D
$) C
D
GC( " %
C
;
"
-
;
.
%
: -% %
") )
)" =
"
'
)
*
,
'
-
<
"
"
"
""
I $$. ,
)C( " %
FB$
"
&
" "
.
"
" 4
4
'
/
.
"
"
"$".
I .>
/
00
B 50
" C
EE
/
) )&
,
:
/ " :
1
,?.
; ;7(
@', ;
-
.
&$
)
"
"
C
E
"
&
&
-. $
F
"
"
"
"
4,
D
)
"
)
" "
+@
"
) &
@
*
3
"
5> $ "
&
.
" .
")
"
?3
?3 "
" "
" "
"
3
3
"
@
' ?3
"
. "
3
)
"
"
;
?3
57>
D>
58>
55>
57>
$ " .
,
?3 "
"
"
")
)
"
) )
/
/
"
"
"
"
@ ?3 "
"
"
" '
"
3
"
"
&
"
@
?3 "
'
"
"
3
"
"
3
"
3
"
$
"
"&
" " ?
.
"
?3 "
?3
)B
"
"&
3
.
"
"
"
(
)
" ' ;
. "
"
?3 "
"
"
?
" "
"
?
C
"
)
"
"
4
"
.
& &
3
,
( .
")"
.
"
' ?3 "
"
$"
"
"
"
)
?
# $
"
"
.
&
'?
"
F
"
" &
' 3
)
"
"
&
"
"
"
3
$"
'
&
"
"
"
&
' ?3 "
'
)
"
?
"'
) )
*")
"
?
.
" "
3 & && -
"
&
"
"
*"
"
)
"
"
"
3
"
"
*
4
"
"
3 "
$ .
?3 "
"
# $
"
*
;
)
" . "
* 3
-
?3
"
&
$ "
A
3
&A
3
'?
$"
"
3
3
3
"
'
"
"
" '"
"
.
"
" " " &
$ "
"
$
"
$
$"
"
)
$ "
/
E
"
. "
* ".
$$
.
"
" 4 3
" $ "
'
"'
3
"&
. .
.
"
)
"' ? 3 "
"
?3 "
" 4 $
&
"
?
""
""
?
""
3
"
""
?
"
"
3
$"
"
"
4
$
"
)
/
' $ )" '
&
"
?3
"
&
)
"
"$$
" ?3
& &' ?3
' ?3 "
" "
? "
"
"
&
"
3
")
"
"4;
4
.
"
&
"
/ " "
3
"
& G # $
" H
"
"
3;
"
"
"
$ " '
. 3
"
<
4
&
G
G# $
3
"
"
H
;
" H "
"
*"
"
"
"
J G# $
G# $
.
.
"
$
/ " " /& G
"
3 *"
$
"
G# $
)
"
*
& # $
. " "
"
)
. 3
"
"
"
" H
" H ?3 "
"
$ "
"
4
@
"
"
)
H "
"
"
"
" H
&
3"
"
"
3-
&
"
"
"
"
"
$"
" "
& &
" 4
"
3;
. " "
3 "
$
4 3
&
"
$
"
'
" 9
)
""
:&
#
"
.
"
"
4)
"4 3
&
5 I8' .
"
$
"
)
3
"
'
"
"
#
3
3
"
4&
&
4#
*
*'
$
"&
3
"
"
"
$"
"
)
: "
"
) )
$
"
$
4
"
.
3
*
"
* 9
F
4 @ ,- ;
(
%
:@
")
$
/
)
3K "
$ (, @ -
"" $) C
8
'
.4
FB(
/& '
? "
"
& &' ?3 " "
"
?
E
-
)C
8
F
#& & & & &
/& & &
".
)"
=
/
'
? "
)
" '
?
4
3
"
*&
"
3
"
"
"
3
;
*
"
"
"
"
"
".
"
"
"
& &
4
&
"
"
)
*
)
3
"
"
)
" "
"
&
"
"
)
"
"
)
)
" '
"
)
4 3 *
"
"$
= "
" '
) "
"
"
*
"
*"
3"
"
$ "
3
"
" "
"'
"
*
$
*
"
" )
" &&&
"
4 3 *
*'
"
"
57>
&
"
&
)
'
3
"
3
"
C
"&
" 4
"
)
*. "
"
3
"
" 4
"&
"
"
)
") )
#&'
#& & & & &
)" =
/
&
A3
"
"
" ' " 3,
"
&A
)
?
3 "
C
3
$
3
3
)
"" &
"$$
" '
3"
"
"
?3
"
&
-
& & &
" &
&
""
)
?
. "
" " &
&
*
"$ 4 3
)
)
L
/
?3 "
&
"
"
"" &
&
"
" '
"
& & &
? "
"
'
?
"
))
'
C
"
"
3
3
" .
"
/ " "
)
/& G
"
"
H
.
"
" H
" G # $
"
& A3 "
)
G# $
" H
"
)
&
* " H
" G
"
.
"
=
1F
(
$ @
%
")
)
F
3 * "
3"
"
"
"
"
@
)
"
"
)
'
-) C
D
&
"
# $
&
3
& &
"
" "
?
)
"
"
"
"
4 3
+
3
"
$ "
" . 3"
?
"
"
4
"
" "
)
"
"
"
'"
4
")
"
;
"
&
,
:(
3
"
(
3
" "
)
"
E
F & (
$) C
D
E
F
<&
"
$ "
)
" "
)
")
"$$
'
3"
)
"
$
"
'
& &'
#& & &'
)"
"
)
"
" 4?
"
"
$"
"
'
"
'
)
3
"
.
)
"
$"
" 4?
"
"
"
-
.
.
"
3
4
"
)
)
3 $$"
"
3
'
"
"
.
"
"
*
? "
"
?
"
"
"
") 4
" " "
"
&
"
$ "
3"
-
H'
?
"
"
4
'
"
&
$
"$$
"
"
"
)
4
; . 3
"
;
'
4 3
"
, )
"
"
"
" &-
* &
"
"
"
"
"
.
"
".
&A
"
"
)
.
&
"
4 "
# $
. "
M
'
.
"
" "
"
" ; $ "
3 "
3
"
3
"
"
)
") )
"
/&'
)"
&
A3 "
"
"
"
3 "
* ".
. "C
" " & A3
"
"
" ?
"
*
. " ?
"
"* . " 3"
".
"
)
& 3
"
"
"
"
" 4?
3 $$"
)
3
" )
A3 " "
3" $
".
"
"
$
$ "
"
;
" 4
"
" " 4
"
&
"
"
"$$
,
".
. )
)" =
/
'4
)"
)
"
'"
$
,
' >
#& & '
" &
"
.
"
"
)
&
/
)
' "
"
"
)
"
4
)"
$
" " ;
"
" $
".
)" &
4 3
'
I
4
)" &
3
"
"
" "
3
"
"
" @
4
, )
G
3
"
3
A3 "
$"
'
& &'
?3
3
?4'
"
)
"
"
" "
'
"$$ "
" '
&
" & &
4
;
.
#& & &
"
" & 3
"
)
3
)
"
"
" "
, )
"
"$$
. 3
";
? "
'4
"
".
4
"
"
"
"
N )
, )
"
) "
"
& /
"
<
G
"
"
"
H ?3 "
"
"
" H . 3
"
4
&
"
G # $
5P85'
"
4
F
"
@
(
%
C
)
"
H
& &
"
-
"
H
=&'
FB
"
"
"
"
"
;
'
)
)
3 )
" C
H
)"
.
3
/& & &
4
)
& -
"
G
"
. 3
"
.
?3
O
&<
"
? "
"
"$$
'
@ ?3 "
" "
'
"
"
,
:4
")
3;
&
!
"
$
F
"$$" " &
)
"
"
"
"
G
MH
"
")
*
"
& &
*
&
&
$
"
4 * ".
" '
" "
" $"
" '"
"
3
"
)
/
$ "
"
.
"
"
@
*"
.
& &4
" .
4
"
.
"
"
,
"
) &
;
"
.
"
)
"
"
%
"
.
" ,
$
)
)
&
"
G
"
" "
"
"
;
" 4
788I
$
"
$"
")
*
-
")
"
4.
"
Q 788IH& /
"
"
;
$ ""
"
$"
)
=
$ ""
"
*
"
'
3 * ".
& &=
$
5P85
)
&
" "
/
)" @
"'
? "
/
3" $
"
'
& & =
"
"
"
3
)"
4
&
" "
M
)
"
3
"
.
' . "
"
* )
"
"&
"
;
"
"
4
)
"
$
$
"
" &
" ""
"
&
3
"
"
-
! "
.
& &=
".
$
"
)
" ;
$
"
$
") "
"
/& & &
"
" "
;
3
&
" "
)
"
/
"
"
' & & &
)
) "
"
$"
"
" "
*
"
"
4
.
)
"
.
"
"
")
"
3
"
&
"
/ " "
"
"
7G# $
&
<& G # $
$ "
"
G# $
=F
(
" H
" H 4# $
'
" H
&
3 )
"
4 ;
%
:$
,
.
& &
,
@
" $) C ( " %
"*
"
FB6
"
"&4
)C
"
' 3
7>
" &
"
"
"
" . "
"
.
?3
"
"
R
& A3 " " "
"
") )
A
A3 "
)"
&
'
& & ?
.
" 4
" "
"
C &
)" ' 3
. "
. 34
& & &
"
:
&
"
"
?3 "
" ?3 "
?
"
"
?
F
'
.
"$ .
"
.
& && A
3"
" 4
$ "
J
")
"
.
"
' ?
3
"
"
3
.
3 "
"
"&
) "
&
?
"
4
"
)
)
) &A
& &
/
9
?
"
"
"
"
$"
.
/ " " /&' & & &
/
&
"
"
"
"
" . 3" *" "
" ' ?3 "
4
"
&
/
"
"
") )
)" =
/
?
".
.
"
*
" ?3 " 3
$
"
.
. 3
)
"
)
?3 "
F
"
4
& &' "
"
*"
"
& &
?3 "
"
3 "
"
#
,
"
-
"
G# $
" H ?3 "
& A3 "
" 4
"
"
"
/
&A
"
"
$
"
& &G
"
.
?3 " " "
"
4
.
" &
"
G
" H .
3
/ " " /&
)) "
? .
9
3
:
" . 3 ?
3 "
-"
"
"
?
"
& &' ?
)
)
)
&A
3 " "
?3 " " "
?
" "
"
" &
& &H&A $ " "
.
"
B 4
"
"
9 "
& &
O
&
"
*
" & A3 "
?3 "
:4
"
"
=
4 .
F
4 @
(
%
;
;
: - "
.J
C>
/
&
>,$
FB(
.
'@;@
3
.J C
) )')F
C' #F
") )
"
'
)
,
& & &
(
"
)
'
"
"
)
'
)"
)" &
& & &'
)
3"
" .
)
3
4
" &
& & &'
)
" "
& &
& 3 "
3
4
)"
" " "
& & &&
" "
)
)
"
3
" "
""
$
"
&
L
"
"
3 "
& & 3
. "
"
"
$
"
)" &
"
"
"
)
& &
"
" $
"
".
)
+
") )
< " '
E "
4
& & &
"
" '
"
3
* "
" &
& & &
"
)
&
)
'"
" ; 4
" "
4 3 "
& &
/
"
3 "
3
"" &
3 ? "
& & &
7
"
"
"
)" & & & &
. 3"
" "
"
'4
" '
/
"
"
" ) &
G
, H ?3 "
? "
& & &
)
+
.
?3
" 7
"
A3 " "
$
3 ? " '
"
.
& & &
" ' ?3 "
"
;
;
?3
"
)
$ )" "
"
" @
"
3
"
. "
" ?3 "
""
. $ " . ?
"
" 4
)"
/
)
,'
I4
"
) "
& A3 "
"
"
' 3 S
"
"
"
)
"
3 ) "' ?
3 " 3
"$$
& & 3
" 4
J
" "
"
" 3"
3"
"
.
)
, "
. '
3 "
& &'
4
)"
"
$" "
&
H
.
?3 "
" ?3 "
?
"
< " G+
3
"
?
. "
" &
" ?3 "
" 4
" .
;
" &
& & & "
"
*
"
. " " .
"
)
3
$ " 4
&
" "
)
"
"
$ "
,
"
"
"
" *
)
& &'
?3 "
" ;
& & & ?
3 "&
-
)
"
. "
& &
$ "
"
"
&
?4
3
)"
&
)
. "
4
&
3
"
&
"
'
"
"
"$$"
*'
4
&
$ "
&
&L
"
3
3 *"
"
?3
3;
?3
"
"
' " "
" &
" ?
" '
"
/ " "
/& G
"
3
3
=
" G # $
?
& & & "
" "
*
"
"
F
(
H
.
?3 "
"$$
57
' ?3 "
"
" 4
" &
" H ?3 "
"
" "
$
"
"
?3
"
"
&
3 ? "
*"
3 $$"
" &
4 ;
%
'
.
?3
$ C
"
:- "
C>
I ,;
F & $
(
"
57
.
"
? "
""
?3
"
3
? " ' ?3
)"
&A
"
J
"
"
, ; 4.
" C>
'
& & &'
& L3 ,
"
,?.
F
$
3
"
" 4
"
"
" $ "
"
"
?
"
& & &
")
)
"
3" $
"
"
'
" $
".
3" $
.
,
"
<
"
"
"
"
J
,
3 "
"
3 *
+
J
4
,
"
"
$$"
"
"
? "
3
&
G
$
"
H'
'
. 3"
"
$ "
)
'
'
:
" $ "
3
"" '
" . "
" '
$ " :
" $
"
".
)
"
G
"
3
,
MH
"
"
$ "
"
3
"
? " 4$
&
". "
)
' ?3 "
4+
'
"
"
)
"
+
$$"
@
"
)"
& &
)
)
"
'
)
"
4
)
"
"
&
)
.
" "
" "
"$$
" * G #& & & & &H' ? " M
" $
"
".
)
" &
.
?3
"
$"
" '
"
" ?3 "
.
?
&-
*'
)
"
"
$
"
3
&
4 3 *
"
""
)
")
" "
. $ " &
"
"
4
" " 9 ?
"
?
J
"
J "
9
"
J
"
3 * "
& &
" )
"
"
<
)
'"
$"
3"
"
. "
)
&
* "
" "
3" $
"
3" $
" &
3" $
"
".
"
'
"
"
") )
/ " " ' ? "
"
"
.
?3 "
" "
3
"
"
A3 "
"
? "
3
" '
&
"
"
"
&
)
"
& &
".
"
-
".
$ "
)
" )
"
"
$$
"
& &
"
".
" '
+
"
3
' ?3
& &' ?
"
"
&
" $
"
"
".
$"
"
"
'?
?3
"
* "
" . 3" 3 "
;
?
"
"
"
?
"
G # $
&
3
3
@
3
"
"
3 "
. ?3
"
)
= "
3" $
" )
G
A
" H
"
"
"
3
"
")
"
)
" $
" . "
"
" . 3"
") "
" $ "
"
3 ; 3
" $
"
".
")
""
""
& &
,
"
".
"
"
"
) &
" H
3" $
"
9
"$$
) "
"
. $ " .
""
9
". :
" &
G # $
" H
4A
"
"
*
"
)" ' ?3 * ". . ?
"
"
""
" "
"
"
" " 4
"
4
"
H
9
$
/ " "
/& G
* "
"
" "
" " '
9 & &
"
"
"
:
;
""
"
/& G # $
" H
#& & & & & " "
9
"
4
3
"
"
. 3
"
".
'?
3
"
".
")
"
3
" .
" .
. " 3"
&
)
"&
)
4
"
"
3
'
" "
"
". :
. " *"
"
&
"
".
*
".
""
"
"
)
"
.
?
(
"
&
"
"
?
" '
* "
3 ""
.
"
3
&
"
: . " *"
"
" $
"
". & /
$
"
"
:
" *
$ "
J &
"
*9
$ " :
) ) 4 3 * "
:
" $
"
". &
"
" '
"
"
&L
.
""
9I
"
"
")
"
4
2F
(
$ (, @
%
:
")
" K C
?
#
D
$ ;> ; , ;
E
F &
"
C
@', ;
D
E
F
J'
"
"
)"
=
/
"
& &'
"
"
"
" "
"
)"
G /& & & H&
" "
3
"
"
"
"
)" &
)"
"
4
$
3"
" "
)
. "
3 *
"
"*
".
&
"
)"
G /& & & H
=
/
"
"
" 4#
C
)"
&
/
)
H
"
)"
3
"
? " G#
J / " "
H
3
"
? " G "
/&
"
H
3
"
? " G
"
!
H
3
"
? " G / " " /& T " H
H
)
4 / $
GA
"
/ " "
"
H
H
*
"
)
*G & & &H
)
)" =
/
? "
&
H
)"
*
? "
G<
=
" H
#& & & & & G "
H
" G
H
A " G
H
H
3 " "
)"
"
G/
"
-& &
"
M&H
"
3
. 3 * "
"
G
3
"
" H
/& & &'
)
'
& & &
)"
*&
"
$
.
& & &
" "
)
4
"
4
"
. "
3" " G $
" H&
"
"$$
. )
"
"
4
.
& & &
"
4
)
3
' ;
"C
)
"
&
? "
)" =
/
"
") )
=
" '
"
"
56> /
"
)"
=
/
/
"
)"
"$
"
) "
(
/& & &
"$
"
5N 5D $ " 788N 4
$
/ B
G7DH&
"
4
"
& &'
)
=
/
'
)"
=
"
&/
)
4 3
"
"
"
"
)
=
/
'
"
$
3 "
& &
=
/
""
&
"
"
"
)"
' "
)
"
'
"
'
"
"
" '
" '
"
? " &/
"
" I
N$ "
"
3 ) " "
"$
" &
)
788N 9
"
"
:
"
" 5N $ " 788N
"
"
"
"
"
)
"
G
" $
H
""
"
"
5D $ " 788N
"
""
4
"
"
" "
" $
3
;
"
"
*
"
. "
"
"
$ "
"
)
)
3
&
"
"
$ "
" "
"
*"
3 "
)
)" &
5>
"
"
3
U
"
7
)
&
"
"
"
"U
4 78 88 4 #
C '
#
) '
M& " ,
"
"
&
<
"
" $
"
".
) "
=
/
(
/& & &
'
-& &
" 4#
""
" &
"
.
)
@', ;
"
"
G# $
" H "
"
.
"
;
$ "
"
"
"
J
.
%
" )C
/ " "
&'
7
"
(
E
"
"
"
"
)"
$$"
.
)
"
"
"
&
&
F &
7>
4
""
/
C
8
$
F
"
? "
"
)"
78 4 I8 I
$
"
/& & &
&
G ? . 34 78
'
)
)
I8 N
& & &
)
& &=
&
& & &
)
$
. "
H
)
"
" ;
3
"
$"
"
"
*
"
/
/
"
"
$
"
*G
*
"
$
'"
".
"
#& & & & & A
"
)"
"
*
" "
MH
" " 4
"
&
"
"
"
)"
"
3
$$"
3"
'"
#& & &
"
" $
" $
$" . 3"
"
' "
"
)
"
/
(
)
" "
" "
G " )
H & - )
"
3
"
$ "
*
*)
4
""
)"
4
3" $
"
3" $
*
"
)
&"
&
" $
- "
)"
""
#
"
)"
*
' "
)
'
'
-
$$
D
)
"
;$
$
"
"
"
-
"
&
)
/
/
.
-
3
)
"
$
3
"
&E
)"
)
)
"
4
"
" $
"
$ ; @
:$
") )
)
" &
*" $
"
-@ @'.@ L
-
(
"
* . " 3"
" &
?
H /
)"
(
"
"
"
/& G
*. "
5F
58
"
C
" "
/ " "
#
& & &
/& & & .
"
"
"
4
"
$
"
")
" &
3 )
4
/
$$
@
"
"
&
"
. " 3,
& / .
I
$
"
3 )" @
" &
)
.
&
/
" ".
"
"
)
" "
"
D
3
" "" '
3
$ "
V
"
*
"
"
"
"
))
"
$$ "
0F
3 "
*
"
"
)"
'
"
" ".
'
'
""
57 /
$ C
*&
/& '
*
3
"
? "
)
/
"
4 / $
7887
?
$
"
3 "
"
*
$
"
"
'$ "
4
788I& /
"
&
*&
@.;, ;
"
"
& & &
'
& &'
57
"
*
,; -
"
$
'
3
"
"
"
") )
A3 "
"
* "
/ $
"
"
"
".
"
"
. 3"
"
" "
$
4 77 88
4
"
" $
3
"
$".
"
"
$$"
& &
" &
6P'P5 W&
#
7N 88 4
"
4
/&
" R