‫ ﺠﻭﺩﺓ ﺍﻝﺨﺩﻤﺎﺕ ﻓﻲ ﻅل ﺍﻝﺘﺤﻭل ﺍﻝﺭﻗﻤﻲ ﻭﺍﻹﺩﺍﺭﺓ‬:‫ﺃﺒﺤﺎﺙ ﺍﻝﻤﻠﺘﻘﻰ ﺍﻝﻭﻁﻨﻲ ﺤﻭل‬

ISBN : 999-999-99-99 ‫ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﺠﺯﺍﺌﺭﻴﺔ ﺭﻫﺎﻨﺎﺕ ﻭﺘﺤﺩﻴﺎﺕ‬

‫ﺘﻘﻴﻴﻡ ﺍﻝﻭﺍﻗﻊ ﻭﺍﺴﺘﺸﺭﺍﻑ ﺍﻝﻭﺍﻗﻊ‬

‫ ﺍﳌﻔﻬﻮﻡ ﻭ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻄﺒﻴﻖ‬-‫ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‬

Electronic management - concept and application requirements

‫ﻋﻤﺎﺭ ﻃﻬﺮﺍﺕ‬ ‫ﻣﻮﻻﻱ ﺧﻠﻴﻞ‬

‫ ﺟﺎﻣﻌﺔ ﻣﺴﺘﻐﺎﱎ‬،‫ﺃﺳﺘﺎﺫ ﺍﻟﺘﻌﻠﻴﻢ ﺍﻟﻌﺎﱄ‬ ‫ ﺟﺎﻣﻌﺔ ﺍﲪﺪ ﺯﺑﺎﻧﺔ ﻏﻠﻴﺰﺍﻥ‬، ‫ﺃﺳﺘﺎﺫ ﳏﺎﺿﺮ ﺃ‬
‫ ﺟﺎﻣﻌﺔ‬-‫ﳐﱪ ﺍﺳﺘﺮﺍﺗﻴﺠﻴﺔ ﺍﻟﺘﺤﻮﻝ ﺇﱃ ﺍﻗﺘﺼﺎﺩ ﺍﺧﻀﺮ‬ ‫ﺟﺎﻣﻌﺔ‬-‫ﳐﱪ ﺗﻨﺎﻓﺴﻴﺔ ﺍﳌﺆﺳﺴﺎﺕ ﺍﻟﺼﻐﲑﺓ ﻭ ﺍﳌﺘﻮﺳﻄﺔ‬
‫ﻣﺴﺘﻐﺎﱎ‬ ‫ﺍﻟﺸﻠﻒ‬
amar.tahrat@univ-mosta.dz moulay.khellil@univ-relizane.dz

:‫ﺍﳌﻠﺨﺺ‬
‫ﻭﺇﺯﺍﻟﺔ‬.،‫ﺪﻑ ﻣﻦ ﺧﻼﻝ ﻫﺬﻩ ﺍﻟﻮﺭﻗﺔ ﺍﻟﺒﺤﺜﻴﺔ ﺇﱃ ﺇﺑﺮﺍﺯ ﻣﻔﻬﻮﻡ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻭ ﺗﻘﺪﱘ ﺍﳌﻔﺎﻫﻴﻢ ﺍﻷﺳﺎﺳﻴﺔ ﺍﳌﺮﺗﺒﻄﺔ ﺑﺎﳌﻮﺿﻮﻉ‬
‫ ﻭﻋﻠﻴﻪ ﺟﺎﺀ ﻫﺬﺍ ﺍﳌﺒﺤﺚ ﻛﻤﺤﺎﻭﻟﺔ ﺗﺼﺐ ﰲ ﻫﺬﺍ‬،‫ﺔ‬‫ﺍﻟﻠﺒﺲ ﻭﺍﻟﻐﻤﻮﺽ ﺣﻮﻝ ﻫﺬﺍ ﺍﳌﻔﻬﻮﻡ ﺍﻟﺬﻱ ﻳﺘﺪﺍﺧﻞ ﻣﻊ ﻣﻔﺎﻫﻴﻢ ﺃﺧﺮﻯ ﻣﺸﺎ‬
.‫ﺍﻹﻃﺎﺭ‬
‫ﻭﺗﻮﺻﻠﺖ ﺍﻟﺪﺭﺍﺳﺔ ﺇﱃ ﳎﻤﻮﻋﺔ ﻣﻦ ﺍﻟﻨﺘﺎﺋﺞ ﻟﻌﻞ ﺃﺑﺮﺯﻫﺎ ﺑﺄﻥ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻛﻤﻔﻬﻮﻡ ﺣﺪﻳﺚ ﻫﻲ ﻧﺘﺎﺝ ﺗﻄﻮﺭ ﻧﻮﻋﻲ ﺃﻓﺮﺯﺗﻪ‬
‫ﺗﻘﻨﻴﺎﺕ ﺍﻻﺗﺼﺎﻝ ﺍﳊﺪﻳﺜﺔ ﰲ ﻇﻞ ﺛﻮﺭﺓ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻭﺍﺯﺩﻳﺎﺩ ﺍﳊﺎﺟﺔ ﺇﱃ ﺗﻮﻇﻴﻒ ﺍﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎ ﺍﳊﺪﻳﺜﺔ ﰲ ﺇﺩﺍﺭﺓ ﻋﻼﻗﺎﺕ ﺍﳌﻮﺍﻃﻦ‬
‫ ﻭﳍﺎ ﻣﺒﺎﺩﺉ ﻭﺧﺼﺎﺋﺺ ﻭﺃﻫﺪﺍﻑ ﺗﺘﺠﻪ ﻛﻠﻬﺎ ﳓﻮ ﺍﻟﻮﺻﻮﻝ ﺇﱃ ﺗﻘﺪﻳﻢ ﺃﻓﻀﻞ ﺧﺪﻣﺔ ﻟﻠﻤﻮﺍﻃﻦ ﺑﺄﻗﻞ ﺗﻜﻠﻔﺔ ﳑﻜﻨﺔ ﻭﰲ‬،‫ﻭﺍﳌﺆﺳﺴﺎﺕ‬
.‫ﺃﺳﺮﻉ ﻭﻗﺖ ﳑﻜﻦ‬
.‫ ﺍﳊﻜﻮﻣﺔ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‬،‫ ﺗﻜﻨﻮﻟﻮﺟﻴﺎ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻭ ﺍﻻﺗﺼﺎﻝ‬، ، ‫ ﺍﻻﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‬:‫ﺍﻟﻜﻠﻤﺎﺕ ﺍﳌﻔﺘﺎﺣﻴﺔ‬
Abstract :
Through this research paper, we aim to highlight theconcept of electronic management and present
the basic concepts related to the subject electronic management, and to present the basic concepts
related to the subject, and to remove confusion and ambiguity about this concept that overlaps with
other similar concepts. Therefore, this research came as an attempt to pour into this framework.

The study reached a set of results, perhaps the most prominent of which is that electronic management
as a modern concept is the product of a qualitative development produced by modern communication
technologies in light of the information revolution and the increasing need to employ modern
technology in managing citizen and institutional relations, and it has principles, characteristics and
goals that all go towards reaching the provision of the best service to the citizen. At the lowest possible
cost and as quickly as possible.

Key words: Electronic management, information and communication technology, electronic

governement.

1
 ‫ﺩ‪/‬ﻣﻮﻻﻱ ﺧﻠﻴﻞ‬ ‫ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪ -‬ﺍﳌﻔﻬﻮﻡ ﻭ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻄﺒﻴﻖ‬
‫ﺃ‪.‬ﺩ‪/‬ﻋﻤﺎﺭ ﻃﻬﺮﺍﺕ‬

‫‪.1‬ﻣﻘﺪﻣﺔ ‪:‬‬
‫ﻟﻘﺪ ﺗﺮﺗﺐ ﻋﻠﻰ ﺍﻟﺘﻄﻮﺭﺍﺕ ﺍﻟﺴﺮﻳﻌﺔ ﺍﻟﱵ ﺷﻬﺪﻫﺎ ﺍﻟﻌﺎﱂ ﰲ ﻛﺎﻓﺔ ﺍ‪‬ﺎﻻﺕ ﺍﻻﻗﺘﺼﺎﺩﻳﺔ ﻭﺍﻟﺴﻴﺎﺳﻴﺔ ﻭﺍﻻﺟﺘﻤﺎﻋﻴﺔ ﻣﻊ ‪‬ﺎﻳﺔ‬
‫ﺍﻟﻘﺮﻥ ﺍﻟﻌﺸﺮﻳﻦ‪ ،‬ﺍﻟﻜﺜﻴﺮ ﻣﻦ ﺍﻟﺘﺤﺪﻳﺎﺕ ﺃﻣﺎﻡ ﺍ‪‬ﺘﻤﻌﺎﺕ ﺍﻟﱵ ﺃﻟﻘﺖ ﻋﻠﻰ ﺍﻹﺩﺍﺭﺓ ﻋﺒﺊ ﺍﻹﻋﺪﺍﺩ ﻟﺘﻐﻴﻴﺮ ﺃﺳﺎﻟﻴﺐ ﺍﻟﻌﻤﻞ‪،‬‬
‫ﻣﻦ ﺧﻼﻝ ﺗﻄﻮﻳﺮ ﺍﻟﺘﻨﻈﻴﻤﺎﺕ ﺍﻹﺩﺍﺭﻳﺔ ﺩﺍﺧﻠﻴﺎ‪ ،‬ﻟﻜﻲ ﺗﺘﻼﺀﻡ ﻣﻊ ﺗﻐﻴﻴﺮﺍﺕ ﺍﻟﺒﻴﺌﺔ ﺍﳋﺎﺭﺟﻴﺔ ﻟﺘﻬﻴﺌﺔ ﺍﻟﻈﺮﻭﻑ ﺍﳌﻮﺍﺗﻴﺔ‬
‫ﻟﻠﻨﺠﺎﺡ‪ ،‬ﲟﺎ ﻳﻨﻌﻜﺲ ﺑﺸﻜﻞ ﻣﺒﺎﺷﺮ ﻋﻠﻰ ﺍﻷﺩﺍﺀ‪ ،‬ﻋﱪ ﲢﻘﻴﻖ ﺍﻟﺘﻮﺍﺯﻥ ﻭﺍﻟﺘﻨﺎﺳﻖ ﺍﳌﺮﻏﻮﺏ ﺑﻴﻦ ﺍﳌﺘﻐﻴﺮﺍﺕ ﻭﺳﻠﻮﻙ‬
‫ﺍﻷﻓﺮﺍﺩ‪ ،‬ﻭﺍﻟﻌﻼﻗﺎﺕ ﺑﻴﻦ ﲨﺎﻋﺎﺕ ﺍﻟﻌﻤﻞ ﻭﺑﻴﻦ ﺃﺳﺎﻟﻴﺐ ﻭﻧﻈﻢ ﺍﻷﺩﺍﺀ ‪.‬‬
‫ﻭﻳﻌﺪ ﺍﻟﻌﺼﺮ ﺍﳊﺎﱄ ﻫﻮ ﻋﺼﺮ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻭﺍﻻﺗﺼﺎﻻﺕ‪ ،‬ﻧﻈﺮﺍ ﻟﻠﺘﻄﻮﺭﺍﺕ ﺍﻟﺴﺮﻳﻌﺔ ﺍﳌﺘﻼﺣﻘﺔ ﰲ ﳎﺎﻝ ﺯﻳﺎﺩﺓ ﻗﺪﺭﺍﺕ‬
‫ﻭﺳﺎﺋﻞ ﲣﺰﻳﻦ ﺍﳌﻌﻠﻮﻣﺎﺕ‪ ،‬ﰲ ﻇﻞ ﺗﻮﻓﺮ ﺍﻧﺘﺸﺎﺭ ﺍﺳﺘﺨﺪﺍﻡ ﺷﺒﻜﺔ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﻟﻌﺎﳌﻴﺔ "ﺍﻷﻧﺘﺮﻧﺖ"‪ ،‬ﳑﺎ ﺃﺩﻯ ﺇﱃ ﺍﻻﻧﺘﻘﺎﻝ‬
‫ﻣﻦ ﳎﺘﻤﻊ ﺍﻟﺼﻨﺎﻋﺔ ﺇﱃ ﳎﺘﻤﻊ ﺍﳌﻌﻠﻮﻣﺎﺕ‪ ،‬ﻭﺗﺮﺗﺐ ﻋﻠﻰ ﺫﻟﻚ ﺍﻟﺘﺤﻮﻝ ﺍﻟﺘﺪﺭﻳﺠﻲ ﻣﻦ ﺍﻷﻧﺸﻄﺔ ﺍﻟﻌﺎﺩﻳﺔ ﺇﱃ ﺍﻷﻧﺸﻄﺔ‬
‫ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ‪ ،‬ﻓﻨﺸﺄ ﻣﺎ ﻳﻌﺮﻑ "ﺑﺎﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ"‪ e-management‬ﺍﻟﱵ ‪‬ﺪﻑ ﺇﱃ ﺗﻘﻠﻴﺺ ﺍﻹﺟﺮﺍﺀﺍﺕ‬
‫ﻭﺍﺧﺘﺼﺎﺭﻫﺎ‪ ،‬ﻭﺍﻟﺴﺮﻋﺔ ﰲ ﺗﻨﻔﻴﺬﻫﺎ‪ ،‬ﳑﺎ ﻳﺘﺮﺗﺐ ﻋﻠﻴﻬﺎ ﺯﻳﺎﺩﺓ ﻛﻔﺎﺀﺓ ﺍﻷﺩﺍﺀ ﻭﺗﻘﺪﻳﻢ ﺃﺟﻮﺩ ﺍﳋﺪﻣﺎﺕ ﻟﻠﻤﺴﺘﻔﻴﺪﻳﻦ‪.‬‬
‫ﻣﺸﻜﻠﺔ ﺍﻟﺒﺤﺚ ‪:‬‬
‫ﻭﻣﻦ ﺧﻼﻝ ﻫﺬﻩ ﺍﻟﻮﺭﻗﺔ ﺍﻟﺒﺤﺜﻴﺔ ﳓﺎﻭﻝ ﺍﻹﺟﺎﺑﺔ ﻋﻠﻰ ﺍﻟﺴﺆﺍﻝ ﺍﻟﺘﺎﱄ‪:‬‬
‫ﻓﻴﻤﺎ ﻳﺘﻤﺜﻞ ﺍﻹﻃﺎﺭ ﺍﳌﻔﺎﻫﻴﻤﻲ ﻭ ﺍﻟﺘﻄﺒﻴﻘﻲ ﻟﻺﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ؟‬
‫ﺍﻷﺳﺌﻠﺔ ﺍﻟﻔﺮﻋﻴﺔ ﻟﻠﺪﺭﺍﺳﺔ‪ :‬ﻟﻺﺣﺎﻃﺔ ﺑﺎﳋﻄﻮﻁ ﺍﻟﻌﺮﻳﻀﺔ ﻟﻠﺴﺆﺍﻝ ﺍﻟﺮﺋﻴﺴﻲ ﻧﻄﺮﺡ ﳎﻤﻮﻋﺔ ﻣﻦ ﺍﻷﺳﺌﻠﺔ ﺍﻟﻔﺮﻋﻴﺔ ﻭﺍﻟﱵ‬
‫ﺗﺸﻜﻞ ﺍﶈﺎﻭﺭ ﺍﻷﺳﺎﺳﻴﺔ ﻟﺪﺭﺍﺳﺘﻨﺎ‪:‬‬
‫‪ -‬ﻣﺎ ﺍﳌﻘﺼﻮﺩ ﺑﺎﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ؟‬
‫‪ -‬ﻓﻴﻤﺎ ﺗﺘﻤﺜﻞ ﳑﻴﺰﺍﺕ ﺍﻻﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ؟‬
‫‪ -‬ﻣﺎ ﻫﻲ ﺧﻄﻮﺍﺕ ﺍﻟﺘﺤﻮﻝ ﳓﻮ ﺍﻻﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ؟‬
‫‪ -‬ﻣﺎ ﻫﻲ ﻣﺘﻄﻠﺒﺎﺕ ﺗﻄﺒﻴﻖ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ؟‬
‫ﻓﺮﺿﻴﺎﺕ ﺍﻟﺪﺭﺍﺳﺔ ‪:‬‬
‫ﺗﻨﻄﻠﻖ ﻫﺬﻩ ﺍﻟﺪﺭﺍﺳﺔ ﻣﻦ ﺍﻟﻔﺮﺿﻴﺎﺕ ﺍﻟﺘﺎﻟﻴﺔ ‪:‬‬
‫‪ -‬ﺍﻻﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻫﻲ ﺇﺳﺘﺮﺍﺗﻴﺠﻴﺔ ﺣﺪﻳﺜﺔ ﺗﺘﺒﻨﺎﻫﺎ ﳐﺘﻠﻒ ﺍﳊﻜﻮﻣﺎﺕ ﰲ ﻇﻞ ﺍﻟﺜﻮﺭﺓ ﺍﻟﺮﻗﻤﻴﺔ ﻟﻼﺭﺗﻘﺎﺀ ﲜﻮﺩﺓ‬
‫ﺍﳋﺪﻣﺎﺕ ﺍﳌﻘﺪﻣﺔ ﻟﻠﻤﺴﺘﻔﻴﺪﻳﻦ‪.‬‬

‫‪2‬‬
 ‫ﺃﺒﺤﺎﺙ ﺍﻝﻤﻠﺘﻘﻰ ﺍﻝﻭﻁﻨﻲ ﺤﻭل‪ :‬ﺠﻭﺩﺓ ﺍﻝﺨﺩﻤﺎﺕ ﻓﻲ ﻅل ﺍﻝﺘﺤﻭل ﺍﻝﺭﻗﻤﻲ ﻭﺍﻹﺩﺍﺭﺓ‬
‫‪ISBN : 999-999-99-99‬‬ ‫ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﺠﺯﺍﺌﺭﻴﺔ ﺭﻫﺎﻨﺎﺕ ﻭﺘﺤﺩﻴﺎﺕ‬
‫ﺘﻘﻴﻴﻡ ﺍﻝﻭﺍﻗﻊ ﻭﺍﺴﺘﺸﺭﺍﻑ ﺍﻝﻭﺍﻗﻊ‬

‫ﺃﳘﻴﺔ ﺍﻟﺪﺭﺍﺳﺔ ‪ :‬ﺗﺴﺘﻤﺪ ﻫﺬﻩ ﺍﻟﺪﺭﺍﺳﺔ ﺃﳘﻴﺘﻬﺎ ﻣﻦ ﳎﻤﻮﻋﺔ ﻣﻦ ﺍﻟﻌﻨﺎﺻﺮ ﻧﺬﻛﺮ ﻣﻨﻬﺎ ‪:‬‬
‫‪ -‬ﺗﻜﻤﻦ ﺃﳘﻴﺔ ﺍﻟﺪﺭﺍﺳﺔ ﰲ ﺃ‪‬ﺎ ﺳﺘﺴﻠﻂ ﺍﻟﻀﻮﺀ ﻋﻠﻰ ﻣﻔﻬﻮﻡ ﺍﻻﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺑﺎﻋﺘﺒﺎﺭﻫﺎ ﺃﺣﺪ ﺇﻓﺮﺍﺯﺍﺕ ﺍﻟﺜﻮﺭﺓ‬
‫ﺍﻟﺮﻗﻤﻴﺔ‪ ،‬ﺇﺫ ﺃﺻﺒﺢ ﺗﺒﻨﻴﻬﺎ ﺿﺮﻭﺭﺓ ﺣﺘﻤﻴﺔ ﳌﺴﺎﻳﺮﺓ ﳐﺘﻠﻒ ﺍﳌﺴﺘﺠﺪﺍﺕ ﺍﻟﺪﻭﻟﻴﺔ ‪.‬‬
‫ﺃﻫﺪﺍﻑ ﺍﻟﺪ‪‬ﺭﺍﺳﺔ ‪ :‬ﻧﺴﻌﻰ ﻣﻦ ﺧﻼﻝ ﻫﺬﺍ ﺍﻟﺒﺤﺚ ﺇﱃ ﲢﻘﻴﻖ ﲨﻠﺔ ﺍﻷﻫﺪﺍﻑ ﺍﻟﺘﺎﻟﻴﺔ ‪:‬‬
‫‪ -‬ﺍﻟﺘﻌﺮﻳﻒ ﲟﻔﻬﻮﻡ ﺍﻻﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪.‬‬
‫‪ -‬ﺇﺑﺮﺍﺯ ﺃﳘﻴﺔ ﺍﻻﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻛﻀﺮﻭﺭﺓ ﺣﺘﻤﻴﺔ ﻟﺘﻌﻈﻴﻢ ﺭﺿﺎ ﺍﳌﺴﺘﻔﻴﺪﻳﻦ‪.‬‬
‫ﻣﻨﻬﺞ ﺍﻟﺒﺤﺚ ‪:‬‬
‫ﻭﻋﻦ ﺍﳌﻨﻬﺞ ﺍﳌﺴﺘﺨﺪﻡ ﰲ ﺍﻟﺪﺭﺍﺳﺔ‪ ،‬ﺍﻋﺘﻤﺪﻧﺎ ﻋﻠﻰ ﺍﳌﻨﻬﺞ ﺍﻻﺳﺘﻨﺒﺎﻃﻲ ﺑﺄﺩﺍﺗﻴﻪ ﺍﻟﻮﺻﻒ ﻭﺍﻟﺘﺤﻠﻴﻞ‪ ،‬ﻭﺫﻟﻚ ﺑﺴﺒﺐ‬
‫ﺗﻨﺎﺳﺒﻪ ﻭﻃﺒﻴﻌﺔ ﺍﻟﺪﺭﺍﺳﺔ ﻣﻊ ﺇﺷﻜﺎﻟﻴﺔ ﺍﻟﺒﺤﺚ‪.‬‬
‫‪ .2‬ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﳌﻔﻬﻮﻡ ﺍﻻﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪:‬‬
‫‪.1.2‬ﻣﻔﻬﻮﻡ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻭ ﺃﳘﻴﺘﻬﺎ ‪:‬‬
‫ﺗﺘﻄﻠﺐ ﻋﻤﻠﻴﺔ ﻓﻬﻢ ﺍﳌﻘﺼﻮﺩ ﺑﺎﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﺗﻘﺪﱘ ﺍﳌﻔﺎﻫﻴﻢ ﺍﻷﺳﺎﺳﻴﺔ ﺍﳌﺮﺗﺒﻄﺔ ﺑﺎﳌﻮﺿﻮﻉ‪ ،‬ﻭﺿﺒﻂ ﺍﺳﺘﺨﺪﺍﻣﺎﺕ‬
‫ﺍﳌﻔﻬﻮﻡ ﰲ ﺇﻃﺎﺭﻩ ﺍﻟﺒﺤﺜﻲ ﺍﳌﻨﺎﺳﺐ‪.‬ﻭﺍﺯﺍﻟﺔ ﺍﻟﻠﺒﺲ ﻭﺍﻟﻐﻤﻮﺽ ﺣﻮﻝ ﻫﺬﺍ ﺍﳌﻔﻬﻮﻡ ﺍﻟﺬﻱ ﻳﺘﺪﺍﺧﻞ ﻣﻊ ﻣﻔﺎﻫﻴﻢ ﺃﺧﺮﻯ‬
‫ﻣﺸﺎ‪‬ﺔ‪ ،‬ﻭﻋﻠﻴﻪ ﺟﺎﺀ ﻫﺬﺍ ﺍﳌﺒﺤﺚ ﻛﻤﺤﺎﻭﻟﺔ ﺗﺼﺐ ﰲ ﻫﺬﺍ ﺍﻹﻃﺎﺭ‪ ،‬ﺣﻴﺚ ﺳﻴﺘﻢ ﰲ ﺍﻟﺒﺪﺍﻳﺔ ﺍﻟﺘﻄﺮﻕ ﺇﱃ ﺍﳌﻔﻬﻮﻣﲔ‬
‫ﺍﻟﺘﻘﻠﻴﺪﻱ ﻭﺍﻹﻟﻜﺘﺮﻭﱐ ﻟﻺﺩﺍﺭﺓ‪ ،‬ﻟﻴﺘﻢ ﺑﻌﺪﻫﺎ ﺇﺑﺮﺍﺯ ﺍﻟﻔﺮﻕ ﺑﲔ ﺍﻹﺩﺍﺭﺓ ﺍﻟﺘﻘﻠﻴﺪﻳﺔ ﻭﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ‪ ،‬ﻣﺮﻭﺭﺍ ﺑﺒﻴﺎﻥ‬
‫ﺍﻟﺘﻄﻮﺭ ﺍﻟﺘﺎﺭﳜﻲ ﻟﻺﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ‪ ،‬ﻭﰲ ﺍﻷﺧﲑ ﺳﻴﺘﻢ ﺗﻮﺿﻴﺢ ﻋﻼﻗﺔ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﺑﺒﻌﺾ ﺍﳌﺼﻄﻠﺤﺎﺕ‬
‫ﺍﳌﺸﺎ‪‬ﺔ ﻣﻊ ﺍﻟﺘﺮﻛﻴﺰ ﻋﻠﻰ ﺗﻮﺿﻴﺢ ﺍﻟﻔﺮﻕ ﺑﲔ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻭﺍﳊﻜﻮﻣﺔ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ‪.‬‬
‫‪.2.2‬ﺍﻹﺩﺍﺭﺓ ﺑﲔ ﺍﳌﻔﻬﻮﻡ ﺍﻟﺘﻘﻠﻴﺪﻱ ﻭﺍﳌﻔﻬﻮﻡ ﺍﻻﻟﻜﺘﺮﻭﱐ ‪:‬‬
‫ﺗﻌﺘﱪ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺍﺳﺘﺮﺍﺗﻴﺠﻴﺔ ﻭﺍﲡﺎﻫﺎ ﺟﺪﻳﺪﺍ ﰲ ﻋﺎﱂ ﺍﻹﺩﺍﺭﺓ‪ ،‬ﻷﻧﻪ ﻳﻘﻮﻡ ﻋﻠﻰ ﺃﺳﺲ ﻭﻣﺒﺎﺩﺉ ﳐﺘﻠﻔﺔ‬
‫ﻋﻤﺎ ﻛﺎﻥ ﻣﺘﻌﺎﺭﻑ ﻋﻠﻴﻪ‪ ،‬ﺑﻌﺪﻣﺎ ﱂ ﺗ‪‬ﻌﺪ ﺍﻹﺩﺍﺭﺓ ﺍﻟﺘﻘﻠﻴﺪﻳﺔ ﻗﺎﺩﺭﺓ ﻋﻠﻰ ﺍﻻﺳﺘﺠﺎﺑﺔ ﳌﺘﻐﲑﺍﺕ ﺍﻟﻌﺼﺮ ﻭﻣﺘﻄﻠﺒﺎﺗﻪ‪ ،‬ﻭﻫﻮ ﻣﺎ‬
‫ﺳﻴﺘﻢ ﺗﻮﺿﻴﺤﻪ ﰲ ﺍﻟﻨﻘﺎﻁ ﺍﳌﻮﺍﻟﻴﺔ‪.‬‬
‫‪ .1.2.2‬ﻣﻔﻬﻮﻡ ﺍﻹﺩﺍﺭﺓ ﺍﻟﺘﻘﻠﻴﺪﻳﺔ‬
‫ﺗﻌﺪﺩﺕ ﺍﻟﻜﺘﺎﺑﺎﺕ ﺍﻟﻌﻠﻤﻴﺔ ﺍﻟﱵ ﺍﻫﺘﻤﺖ ﺑﺘﻌﺮﻳﻒ ﺍﻹﺩﺍﺭﺓ‪ ،‬ﻭﻟﻜﻨﻬﺎ ﻛﺸﻔﺖ ﻋﻦ ﺻﻌﻮﺑﺔ ﻭﺿﻊ ﺗﻌﺮﻳﻒ ﺷﺎﻣﻞ‬
‫ﻭﻭﺍﺿﺢ ﳍﺎ‪ ،‬ﻷﻥ ﺍﻹﺩﺍﺭﺓ ﺗﺘﻌﻠﻖ ﺑﻌﻤﻠﻴﺎﺕ ﻣﻌﻘﺪﺓ ﻭﻣﺘﺒﺎﻳﻨﺔ‪ ،‬ﻓﻴﻤﺎ ﻳﻠﻲ ﳎﻤﻮﻋﺔ ﻣﻦ ﺍﻟﺘﻌﺎﺭﻳﻒ ﻟﻺﺩﺍﺭﺓ‪:‬‬

‫‪3‬‬
 ‫ﺩ‪/‬ﻣﻮﻻﻱ ﺧﻠﻴﻞ‬ ‫ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪ -‬ﺍﳌﻔﻬﻮﻡ ﻭ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻄﺒﻴﻖ‬
‫ﺃ‪.‬ﺩ‪/‬ﻋﻤﺎﺭ ﻃﻬﺮﺍﺕ‬

‫ﻋﺮﻓﻬﺎ ﻓﺮﻳﺪﺭﻳﻚ ﺗﺎﻳﻠﻮﺭ ﰲ ﻛﺘﺎﺑﻪ ﺇﺩﺍﺭﺓ ﺍﻟﻮﺭﺷﺔ ﺍﻟﺼﺎﺩﺭ ﺳﻨﺔ ‪ ، 1930‬ﻓﻦ ﺍﻹﺩﺍﺭﺓ" ﺑﺎﳌﻌﺮﻓﺔ ﺍﻟﺪﻗﻴﻘﺔ ﳌﺎ ﺗﺮﻳﺪ ﻣﻦ‬
‫‪1‬‬
‫ﺍﻟﺮﺟﺎﻝ ﻋﻤﻠﻪ‪ ،‬ﰒ ﻟﻠﺘﺄﻛﺪ ﻣﻦ ﺃ‪‬ﻢ ﻳﻘﻮﻣﻮﻥ ﺑﻌﻤﻠﻪ ﺑﺄﺣﺴﻦ ﻃﺮﻳﻘﺔ ﻭﺃﺭﺧﺼﻬﺎ"‬
‫ﳝﻜﻨﻨﺎ ﺇﻋﻄﺎﺀ ﺗﻌﺮﻳﻒ ﻟﻺﺩﺍﺭﺓ ﻋﻠﻰ ﺃ‪‬ﺎ ﻋﻤﻠﻴﺔ ﺍﺟﺘﻤﺎﻋﻴﺔ ﻣﺴﺘﻤﺮﺓ ﺑﻘﺼﺪ ﺍﺳﺘﻐﻼﻝ ﺍﳌﻮﺍﺭﺩ ﺍﺳﺘﻐﻼﻻ ﺃﻣﺜﻞ ﻋﻦ ﻃﺮﻳﻖ‬
‫ﺍﻟﺘﺨﻄﻴﻂ ﻭﺍﻟﺘﻨﻈﻴﻢ ﻭﺍﻟﺘﻮﺟﻴﻪ ﻭﺍﻟﺮﻗﺎﺑﺔ ﻟﻠﻮﺻﻮﻝ ﺇﱃ ﺍﻷﻫﺪﺍﻑ ﺑﻜﻔﺎﺀﺓ ﻭﻓﻌﺎﻟﻴﺔ‪.‬‬
‫‪ .2.2.2‬ﻧﺸﺄﺓ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‬
‫ﻇﻬﻮﺭ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺟﺎﺀ ﻧﺘﻴﺠﺔ ﺗﻄﻮﺭ ﻣﻮﺿﻮﻋﻲ ﳝﺘﺪ ﺇﱃ ﺍﻟﻌﻘﻮﺩ ﺍﳋﻤﺴﺔ ﺍﻷﺧﲑﺓ ﻣﻦ ﺍﻟﻘﺮﻥ ﺍﳌﺎﺿﻲ‪ ،‬ﻭﺑﺪﺍﻳﺎﺕ‬
‫ﻇﻬﻮﺭ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺗﺘﻤﺜﻞ ﰲ ﺍﻧﺘﺸﺎﺭ ﺍﺳﺘﺨﺪﺍﻡ ﻧﻈﻢ ﺍﳊﺎﺳﻮﺏ ﰲ ﺃﻧﺸﻄﺔ ﺍﻷﻋﻤﺎﻝ ﻣﻨﺬ ‪‬ﺎﻳﺔ ﻋﻘﺪ ﺍﳋﻤﺴﻴﻨﺎﺕ‬
‫ﻭﺍﻟﺴﺘﻴﻨﺎﺕ ﺣﻴﺚ ﻭﺟﺪﺕ ﻣﻌﻈﻢ ﺍﳌﻨﻈﻤﺎﺕ ﻭﺍﳌﺆﺳﺴﺎﺕ ﺍﻟﻌﺎﻣﺔ ﺃﻥ ﺍﺳﺘﺨﺪﺍﻣﻬﺎ ﻟﻠﺤﺎﺳﻮﺏ ﺳﻴﻌﲏ ﺍﻹﺳﺮﺍﻉ ﰲ ﺍﳒﺎﺯ‬
‫ﺍﻷﻋﻤﺎﻝ ﻭ ﺍﺧﺘﺼﺎﺭ ﻟﻠﺠﻬﺪ ﻭﺍﻟﻮﻗﺖ ﻭﺍﳌﻮﺍﺭﺩ ‪.‬‬
‫ﺇﻥ ﻇﻬﻮﺭ ﺗﻄﺒﻴﻘﺎﺕ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ‪‬ﺬﺍ ﺍﻟﺸﻜﻞ ﺍﻟﻮﺍﺳﻊ ﻫﻮ ﺑﺴﺒﺐ ﺍﻻﳒﺎﺯﺍﺕ ﺍﳍﺎﺋﻠﺔ ﰲ ﺻﻨﺎﻋﺔ ﺍﳊﺎﺳﺐ‬
‫ﻭﺑﺮﳎﻴﺎﺗﻪ ﺍﳌﺨﺘﻠﻔﺔ ﻭﺛﻮﺭﺓ ﺍﻻﺗﺼﺎﻻﺕ ﻭﺷﺒﻜﺔ ﺍﻻﻧﺘﺮﻧﺖ ﻭﻇﻬﻮﺭ ﺃﺩﻭﺍﺕ ﺗﻄﻮﻳﺮ ﻧﻈﻢ ﺍﳌﻌﻠﻮﻣﺎﺕ )ﻧﻈﻢ ﺇﺩﺍﺭﺓ ﻗﻮﺍﻋﺪ‬
‫ﺍﻟﺒﻴﺎﻧﺎﺕ( ﻭﻛﺜﺮﺓ ﺍﻟﺸﺮﻛﺎﺕ ﻭﺍﳌﺆﺳﺴﺎﺕ ﺍﻟﱵ ﺃﺧﺬﺕ ﻋﻠﻰ ﻋﺎﺗﻘﻬﺎ ﺗﻄﻮﻳﺮ ﺍﻟﱪﳎﻴﺎﺕ ﺍﳉﺎﻫﺰﺓ ﻭﺍﻟﱵ ﳍﺎ ﻋﻼﻗﺔ ﻣﻊ‬
‫‪2‬‬
‫ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪.‬‬
‫"ﻗﺪ ﺗﺒﺪﻭ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻟﻠﺒﻌﺾ ﻭﻛﺄ‪‬ﺎ ﺟﺎﺀﺕ ﻣﻊ ﺍﻻﻧﺘﺮﻧﺖ ﺍﻟﱵ ﺑﺪﺃ ﺍﺳﺘﺨﺪﺍﻣﻬﺎ ﺍﻟﺘﺠﺎﺭﻱ ﻭﻟﻸﻏﺮﺍﺽ ﺍﻟﻌﺎﻣﺔ‬
‫ﰲ ﻣﻨﺘﺼﻒ ﺍﻟﺘﺴﻌﻴﻨﺎﺕ ﺑﻌﺪ ﺃﻥ ﺍﺳﺘﺨﺪﻣﺖ ﻟﻔﺘﺮﺓ ﻃﻮﻳﻠﺔ ﻷﻏﺮﺍﺽ ﻋﺴﻜﺮﻳﺔ ﻭﺃﻛﺎﺩﳝﻴﺔ ‪ .‬ﺇﻻ ﺃﻥ ﺍﻷﻣﺮ ﻗﺪ ﻻ ﻳﻜﻮﻥ‬
‫ﻛﺬﻟﻚ ﻋﻠﻰ ﺍﻷﻗﻞ ﻣﻦ ﺯﻭﺍﻳﺎ ﻣﻌﻴﻨﺔ‪ ،‬ﻓﻘﺪ ﻭﺟﺪﺕ ﺃﲤﺘﺔ ﺍﳌﻜﺎﺗﺐ) ‪ (Office Automation‬ﻣﻨﺬ ﺃﻛﺜﺮ ﻣﻦ‬
‫ﻋﻘﺪﻳﻦ ﻣﻦ ﺍﻟﺰﻣﻦ ﰲ ﺍﻵﻻﺕ )ﻛﺎﳍﺎﺗﻒ ﻭﺍﻟﻔﺎﻛﺲ ﻭﺍﳌﺎﻳﻜﺮﻭﻓﻴﻠﻢ ﻭﻏﲑﻫﺎ (‪ ،‬ﻛﻤﺎ ﺃﻥ ﺍﻟﺮﻗﺎﺑﺔ ﺍﻟﺮﻗﻤﻴﺔ ﺑﺎﳊﺎﺳﺐ‬
‫)‪ (CNC‬ﻭﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﺼﻨﻴﻊ ﲟﺴﺎﻋﺪﺓ ﺍﳊﺎﺳﺐ )‪ (CAM‬ﻭ )‪ ( CAD‬ﺍﻟﺘﺼﻨﻴﻊ ﺍﳌﺘﻜﺎﻣﻞ )‪( CIM‬‬
‫ﻭﺍﳌﺴﺘﻮﺩﻉ ﺍﳌﺆﲤﺖ ﻭﺗﻄﺒﻴﻘﺎﺕ ﺍﻟﺬﻛﺎﺀ ﺍﻟﺼﻨﺎﻋﻲ ﰲ ﺍﻹﻧﺘﺎﺝ ﻭﺍﳋﺪﻣﺎﺕ‪.‬ﻛﻠﻬﺎ ﳕﺎﺫﺝ ﻹﺣﻼﻝ ﺍﻵﻟﺔ ﻭﺍﻷﻧﻈﻤﺔ ﺍﻵﻟﻴﺔ‬
‫ﻭﺍﳊﺎﺳﺒﺎﺕ ﰲ ﺍﻹﺩﺍﺭﺓ ﳏﻞ ﺍﻟﻌﺎﻣﻠﲔ ﰲ ﺍﻷﻧﺸﻄﺔ ﺍﻟﺘﺸﻐﻴﻠﻴﺔ ‪ .‬ﻭﻛﺬﻟﻚ ﳏﻞ ﺍﳌﺪﻳﺮﻳﻦ ﰲ ﺍﻟﺘﻮﺟﻴﻬﺎﺕ ﻭﺍﻟﺘﻌﻠﻴﻤﺎﺕ ﺍﻵﻟﻴﺔ‬
‫‪3‬‬
‫ﺍﺳﺘﻨﺎﺩﺍ ﺇﱃ ﺑﺮﳎﺔ ﻣﺴﺒﻘﺔ‪ ،‬ﻭﻛﻞ ﻫﺬﺍ ﺣﺪﺙ ﰲ ﺍﻟﻌﻘﻮﺩ ﺍﻟﺴﺎﺑﻘﺔ ﻋﻠﻰ ﺍﻻﻧﺘﺮﻧﺖ‪".‬‬
‫ﻧﺴﺘﻄﻴﻊ ﺃﻥ ﻧﻘﻮﻝ ﺃﻥ ﺑﺪﺍﻳﺎﺕ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ )ﺃﲤﺘﺔ ﺍﳌﻜﺎﺗﺐ(∗ ﺑﺪﺃﺕ ﻣﻨﺬ ﺳﻨﺔ ‪ 1960‬ﻋﻨﺪﻣﺎ ﺍﺑﺘﻜﺮﺕ ﺷﺮﻛﺔ‬
‫‪ IBM‬ﻣﺼﻄﻠﺢ ﻣﻌﺎﰿ ﺍﻟﻜﻠﻤﺎﺕ ﻋﻠﻰ ﻓﻌﺎﻟﻴﺎﺕ ﻃﺎﺑﻌﺘﻬﺎ ﺍﻟﻜﻬﺮﺑﺎﺋﻴﺔ ﻭﻛﺎﻥ ﺳﺒﺐ ﺇﻃﻼﻕ ﻫﺬﺍ ﺍﳌﺼﻄﻠﺢ ﻫﻮ ﻟﻔﺖ ﻧﻈﺮ‬
‫ﺍﻹﺩﺍﺭﺓ ﰲ ﺍﳌﻜﺎﺗﺐ ﺇﱃ ﺇﻧﺘﺎﺝ ﻫﺬﻩ ﺍﻟﻄﺎﺑﻌﺎﺕ ﻋﻨﺪ ﺭﺑﻄﻬﺎ ﻣﻊ ﺍﳊﺎﺳﻮﺏ ﻭﺍﺳﺘﺨﺪﺍﻡ ﻣﻌﺎﰿ ﺍﻟﻜﻠﻤﺎﺕ ) ‪Word‬‬
‫‪ (processing‬ﻭﺃﻥ ﺃﻭﻝ ﺑﺮﻫﺎﻥ ﻋﻠﻰ ﺃﳘﻴﺔ ﻣﺎ ﻃﺮﺣﺘﻪ ﻫﺬﻩ ﺍﻟﺸﺮﻛﺔ ﻇﻬﺮ ﺳﻨﺔ ‪ 1964‬ﻋﻨﺪﻣﺎ ﺃﻧﺘﺠﺖ ﻫﺬﻩ‬
‫‪4‬‬
‫ﺍﻟﺸﺮﻛﺔ ﺟﻬﺎﺯ ﻃﺮﺣﺘﻪ ﰲ ﺍﻷﺳﻮﺍﻕ ﺃﻃﻠﻖ ﻋﻠﻴﻪ ‪) MT/ST‬ﺍﻟﺸﺮﻳﻂ ﺍﳌﻤﻐﻨﻂ‪ /‬ﻭﺟﻬﺎﺯ ﺍﻟﻄﺎﺑﻌﺔ ﺍﳌﺨﺘﺎﺭ( ∗‪.‬‬

‫‪4‬‬
 ‫ﺃﺒﺤﺎﺙ ﺍﻝﻤﻠﺘﻘﻰ ﺍﻝﻭﻁﻨﻲ ﺤﻭل‪ :‬ﺠﻭﺩﺓ ﺍﻝﺨﺩﻤﺎﺕ ﻓﻲ ﻅل ﺍﻝﺘﺤﻭل ﺍﻝﺭﻗﻤﻲ ﻭﺍﻹﺩﺍﺭﺓ‬
‫‪ISBN : 999-999-99-99‬‬ ‫ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﺠﺯﺍﺌﺭﻴﺔ ﺭﻫﺎﻨﺎﺕ ﻭﺘﺤﺩﻴﺎﺕ‬
‫ﺘﻘﻴﻴﻡ ﺍﻝﻭﺍﻗﻊ ﻭﺍﺴﺘﺸﺭﺍﻑ ﺍﻝﻭﺍﻗﻊ‬

‫‪.3.2.2‬ﺍﻟﺘﻄﻮﺭ ﺍﻟﺘﺎﺭﳜﻲ ﻟﻺﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ‬

‫ﺃﺩﻯ ﺍﻟﺘ‪‬ﻄﻮﺭ ﺍﻟﺴﺮﻳﻊ ﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻭﺍﻻﺗﺼﺎﻝ ﺇﱃ ﺑﺮﻭﺯ ﳕﻮﺫﺝ ﺃﻭ ﳕﻂ ﺟﺪﻳﺪ ﻣﻦ ﺍﻹﺩﺍﺭﺓ‪ ،‬ﻭﻫﻮ ﻣﺎ ﺍﺻﻄﻠﺢ‬
‫ﻋﻠﻰ ﺗﺴﻤﻴﺘﻪ ﺑﺎﻹﺩﺍﺭﺓ ﺍﻟﺮﻗﻤﻴﺔ ﺃﻭ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪.‬‬
‫ﺃﻭﻻ‪ :‬ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻫﻲ ﺍﻣﺘﺪﺍﺩ ﻟﻠﻤﺪﺍﺭﺱ ﺍﻹﺩﺍﺭﻳﺔ ﻭﲡﺎﻭﺯ ﳍﺎ‬
‫ﻳﺮﻯ ﺍﻏﻠﺐ ﺍﳌﺨﺘﺼﲔ ﺃﻥ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺍﻣﺘﺪﺍﺩ ﻟﺘﻄﻮﺭ ﺍﻟﻔﻜﺮ ﺍﻹﺩﺍﺭﻱ ﺍﻟﺬﻱ ﻋﱪ ﻋﻨﻪ ﰲ ﺃﻛﺜﺮ ﻣﻦ ﺍﻟﺰﻣﻦ‬
‫ﺍﺑﺘﺪﺍﺀﺍ ﻣﻦ ﺍﳌﺪﺭﺳﺔ ﺍﻟﻜﻼﺳﻴﻜﻴﺔ ﺍﳌﺘﻀﻤﻨﺔ ﰲ ﺍﻟﻨﻤﻮﺫﺝ ﺍﻟﺒﲑﻭﻗﺮﺍﻃﻲ ﺍﳌﺜﺎﱄ ﳌﺎﻛﺲ ﻓﻴﱪ‪ ،‬ﻭﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻤﻴﺔ ﻟﻔﺮﺩﻳﺮﻳﻚ‬
‫ﺗﺎﻳﻠﻮﺭ‪ ،‬ﻭﻭﻇﺎﺋﻒ ﺍﻹﺩﺍﺭﺓ ﳍﻨﺮﻱ ﻓﺎﻳﻮﻝ‪ ،‬ﻭﻣﺪﺭﺳﺔ ﺍﻟﻌﻼﻗﺎﺕ ﺍﻹﻧﺴﺎﻧﻴﺔ ﻻﻟﺘﻮﻥ ﻣﺎﻳﻮ‪ ،‬ﺇﱃ ﺍﳌﺪﺧﻞ ﺍﻟﻜﻤﻲ ﳌﺪﺭﺳﺔ ﺍﻟﻨﻈﻢ‪،‬‬
‫ﰒ ﺍﳌﺪﺭﺳﺔ ﺍﳌﻮﻗﻔﻴﺔ‪ ،‬ﰒ ﺍﳌﻨﻈﻤﺔ ﺍﳌﺘﻌﻠﻤﺔ ﻭ ﺃﺧﲑﺍ ﻣﺪﺧﻞ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪.‬‬
‫ﺛﺎﻧﻴﺎ‪ :‬ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻫﻲ ﺍﻣﺘﺪﺍﺩ ﻟﻠﺘﻄﻮﺭ ﺍﻟﺘﻜﻨﻮﻟﻮﺟﻲ ﰲ ﺍﻹﺩﺍﺭﺓ‬
‫ﺇﻥ ﺍﻟﺘﻄﻮﺭ ﺍﻟﺘﻜﻨﻮﻟﻮﺟﻲ ﺍﲡﻪ ﻣﻨﺬ ﺍﻟﺒﺪﺍﻳﺔ ﺇﱃ ﺇﺣﻼﻝ ﺍﻵﻟﺔ ﳏﻞ ﺍﻟﻌﺎﻣﻞ‪ ،‬ﻭﻛﺎﻥ ﻫﺬﺍ ﰲ ﺑﺪﺀ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻟﺘﺸﻐﻴﻠﻴﺔ‬
‫ﻭﺍﻷﻋﻤﺎﻝ ﺍﻟﻴﺪﻭﻳﺔ ﺍﻟﻨﻤﻄﻴﺔ‪ ،‬ﰒ ﺍﻧﺘﻘﻞ ﺇﱃ ﺃﻋﻤﺎﻝ ﺍﻟﺘﺨﻄﻴﻂ ﻭﺍﻟﺮﻗﺎﺑﺔ ﺍﻟﻘﺎﺑﻠﺔ ﻟﻠﱪﳎﺔ‪ ،‬ﻟﻴﻨﺘﻘﻞ ﺑﻌﺪ ﺫﻟﻚ ﺇﱃ ﺍﻟﻌﻤﻠﻴﺎﺕ‬
‫ﺍﻟﺬﻫﻨﻴﺔ ﻣﻦ ﺧﻼﻝ ﺍﻟﺬﻛﺎﺀ ﺍﻟﺼﻨﺎﻋﻲ ﺍﻟﺬﻱ ﳛﺎﻛﻲ ﺍﻟﺬﻛﺎﺀ ﺍﻹﻧﺴﺎﱐ ﰲ ﺍﻟﺮﺅﻳﺔ ﺍﻵﻟﻴﺔ ﺃﻭ ﺍﻟﻠﻐﺔ ﺃﻭ ﺍﻷﻧﻈﻤﺔ ﺍﳋﺒﲑﺓ؛‬
‫ﻓﺎﻹﻧﺘﺮﻧﺖ ﻭﺷﺒﻜﺎﺕ ﺍﻷﻋﻤﺎﻝ ﻫﻲ ﺍﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎ ﺍﻷﻛﺜﺮ ﻋﻮﳌﺔ ﻭﺍﻷﺳﺮﻉ ﺗﻮﺻﻴﻼ ﻭﺍﻷﻛﺜﺮ ﺗﺸﺒﻴﻜﺎ‪ ،‬ﻭﻫﻮ ﻣﺎ ﳚﻌﻞ ﻣﻦ‬
‫‪5‬‬
‫ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﺫﺍﺕ ﺃﺑﻌﺎﺩ ﺗﻜﻨﻮﻟﻮﺟﻴﺔ ﺃﻛﺜﺮ ﻣﻦ ﺃﻱ ﻣﺮﺣﻠﺔ ﺗﻌﺎﻣﻠﺖ ﻓﻴﻬﺎ ﺍﻹﺩﺍﺭﺓ ﻣﻊ ﺍﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎ‪.‬‬
‫ﳝﻜﻦ ﺍﻟﻘﻮﻝ ﺑﺄﻥ ﻧﺸﺄﺓ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﺗﻌﻮﺩ ﺇﱃ ﺍﻟﺘﻄﻮﺭ ﺍﳊﺎﺻﻞ ﰲ ﺃﺩﻭﺍﺕ ﻭﺃﺳﺎﻟﻴﺐ ﺍﻟﻌﻤﻞ ﺍﳌﺨﺘﻠﻔﺔ‪ ،‬ﺣﻴﺚ‬
‫ﻛﺎﻧﺖ ﺑﺪﺍﻳﺎﺕ ﺗﻄﺒﻴﻖ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﺗﺘﻢ ﺑﺼﻮﺭﺓ ﻣﺼﻐﺮﺓ ﻭﺑﺄﺳﺎﻟﻴﺐ ﺑﺴﻴﻄﺔ‪ ،‬ﻭﱂ ﻳﻈﻬﺮ ﺗﻄﺒﻴﻘﻬﺎ ﺑﺼﻮﺭﺓ ﺭﲰﻴﺔ ﺇﻻ‬
‫ﰲ ﺃﻭﺍﺧﺮ ﻋﺎﻡ ‪" ، 1995‬ﻛﻤﺎ ﻗﺎﻝ ‪ porter‬ﺃﻥ ﺍﻹﺩﺍﺭﺓ ﻋﻠﻰ ﺍﻟﺪﻭﺍﻡ ﺍﺳﺘﻔﺎﺩﺕ ﻣﻦ ﻛﻞ ﺍﻟﺘﻄﻮﺭﺍﺕ ﰲ ﺍﳌﻔﺎﻫﻴﻢ‬
‫ﻭﺍﻷﺳﺎﻟﻴﺐ ﻭﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﳌﺘﻄﻮﺭﺓ‪ ،‬ﻭﻫﺬﺍ ﳕﺎ ﳝﻜﻦ ﺃﻥ ﺗﻔﻌﻠﻪ ﻣﻊ ﺍﻻﻧﺘﺮﻧﺖ ﻭﺷﺒﻜﺎﺕ ﺍﻷﻋﻤﺎﻝ‪ ،‬ﻭﺍﻟﺪﻟﻴﻞ ﻭﺍﻟﱪﻫﺎﻥ‬
‫ﺍﻟﻘﺎﻃﻊ ﺃﻥ ﺍﻟﺸﺮﻛﺎﺕ ﺍﻟﱵ ﺍﻧﺪﻓﻌﺖ ﻭﺭﺍﺀ ﺍﻷﻋﻤﺎﻝ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻭﺟﺪﺕ ﻧﻔﺴﻬﺎ ﲝﺎﺟﺔ ﺇﱃ ﺍﻟﻌﻮﺩﺓ ﺇﱃ ﺍﳌﺒﺎﺩﺉ ﺍﻷﺳﺎﺳﻴﺔ‬
‫‪6‬‬
‫ﰲ ﺗﻘﻴﻴﻢ ﺍﻷﻋﻤﺎﻝ ﻭ ﺇﺩﺍﺭ‪‬ﺎ‪".‬‬
‫‪.4.2.2‬ﻣﻔﻬﻮﻡ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‬
‫ﲟﺎ ﺃﻥ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻣﻦ ﺍﳌﻮﺍﺿﻴﻊ ﺍﳊﺪﻳﺜﺔ ﺍﳌﻄﺮﻭﺣﺔ‪ ،(electronic management)t‬ﻭﻳﻌﺪ ﻣﻦ‬
‫ﺍﳌﺼﻄﻠﺤﺎﺕ ﺍﻟﻌﻠﻤﻴﺔ ﺍﳌﺴﺘﺤﺪﺛﺔ ﰲ ﳎﺎﻝ ﺍﻟﻌﻠﻮﻡ ﺍﻟﻌﺼﺮﻳﺔ‪ ،‬ﻭﱂ ﻳﺘﻢ ﺣﱴ ﺍﻵﻥ ﺍﻟﻮﺻﻮﻝ ﺇﱃ ﺗﻌﺮﻳﻒ ﺩﻗﻴﻖ ﳝﻜﻦ ﺃﻥ ﻳﺘﻔﻖ‬

‫‪5‬‬
 ‫ﺩ‪/‬ﻣﻮﻻﻱ ﺧﻠﻴﻞ‬ ‫ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪ -‬ﺍﳌﻔﻬﻮﻡ ﻭ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻄﺒﻴﻖ‬
‫ﺃ‪.‬ﺩ‪/‬ﻋﻤﺎﺭ ﻃﻬﺮﺍﺕ‬

‫ﻋﻠﻴﻪ ﻣﻦ ﻗﺒﻞ ﺍﳋﱪﺍﺀ ﺍﻟﻌﺎﳌﻴﲔ ﻭ ﺍﻟﺒﺎﺣﺜﲔ ﺣﱴ ﺑﺎﻟﻮﻻﻳﺎﺕ ﺍﳌﺘﺤﺪﺓ ﺍﻷﻣﺮﻳﻜﻴﺔ ﺑﺎﻋﺘﺒﺎﺭ ﺃ‪‬ﺎ ﻣﺮﻛﺰ ﻇﻬﻮﺭ ﻭﺍﻧﺘﺸﺎﺭ‬
‫‪7‬‬
‫ﺍﻷﻋﻤﺎﻝ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﰲ ﺍﻟﻌﺎﱂ‬
‫ﻟﻘﺪ ﻇﻬﺮﺕ ﺇﺳﻬﺎﻣﺎﺕ ﻛﺜﲑﺓ ﰲ ﺗﻌﺮﻳﻒ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪ ،‬ﻭﻟﻘﺪ ﺣﺎﻭﻟﻨﺎ ﺇﻟﻘﺎﺀ ﺍﻟﻀﻮﺀ ﻋﻠﻰ ﺃﻫﻢ ﻫﺬﻩ ﺍﻟﺘﻌﺎﺭﻳﻒ ﻣﻦ‬
‫ﻭﺟﻬﺎﺕ ﻧﻈﺮ ﺍﻟﻌﺪﻳﺪ ﻣﻦ ﺍﻟﺒﺎﺣﺜﲔ ﰲ ﻫﺬﺍ ﺍ‪‬ﺎﻝ‪:‬‬
‫ﻟﻘﺪ ﻋﺮﻓﺖ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺑﺄ‪‬ﺎ ﺍﺳﺘﺜﻤﺎﺭ ﺍﻹﺩﺍﺭﺓ ﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻭﺍﻻﺗﺼﺎﻻﺕ ﻟﺘﺪﺑﲑ ﻭﲢﺴﲔ ﻭﺗﻄﻮﻳﺮ‬
‫‪8‬‬
‫ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻹﺩﺍﺭﻳﺔ ﺍﳌﺨﺘﻠﻔﺔ ﺩﺍﺧﻞ ﺍﳌﺆﺳﺴﺔ ‪.‬‬
‫ﻭﻳﻌﺮﻓﻬﺎ ﻳﻮﺳﻒ ﻛﺎﰲ ﺑﺄ‪‬ﺎ "ﲢﻮﻳﻞ ﻛﺎﻓﺔ ﺍﻷﻋﻤﺎﻝ ﻭﺍﳋﺪﻣﺎﺕ ﺍﻹﺩﺍﺭﻳﺔ ﺍﻟﺘﻘﻠﻴﺪﻳﺔ )ﺍﻹﺟﺮﺍﺀﺍﺕ ﺍﻟﻄﻮﻳﻠﺔ ﺑﺎﺳﺘﺨﺪﺍﻡ‬
‫ﺍﻷﻭﺭﺍﻕ ( ﺍﱃ ﺃﻋﻤﺎﻝ ﻭﺧﺪﻣﺎﺕ ﺍﻟﻜﺘﺮﻭﻧﻴﺔ ﺗﻨﻔﺬ ﺑﺴﺮﻋﺔ ﻋﺎﻟﻴﺔ ﻭﺩﻗﺔ ﻣﺘﻨﺎﻫﻴﺔ‪ ،‬ﺑﺎﺳﺘﺨﺪﺍﻡ ﺗﻘﻨﻴﺎﺕ ﺍﻹﺩﺍﺭﺓ ﻭﻫﻮ ﻣﺎ ﻳﻄﻠﻖ‬
‫‪9‬‬
‫ﻋﻠﻴﻪ ﺇﺩﺍﺭﺓ ﺑﻼ ﺃﻭﺭﺍﻕ "‪. " Paperless Management‬‬
‫ﰲ ﺣﲔ ﻋﺮﻑ ﺍﻟﺴﻠﻤﻲ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ "ﺑﺄ‪‬ﺎ ﻣﻨﻬﺠﻴﺔ ﺟﺪﻳﺪﺓ ﺗﻘﻮﻡ ﻋﻠﻰ ﺍﻻﺳﺘﻴﻌﺎﺏ ﺍﻟﺸﺎﻣﻞ ﻭﺍﻻﺳﺘﺨﺪﺍﻡ ﺍﻟﻮﺍﻋﻲ‬
‫ﻭﺍﻻﺳﺘﺜﻤﺎﺭ ﺍﻻﳚﺎﰊ ﻟﺘﻘﻨﻴﺎﺕ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻭﺍﻻﺗﺼﺎﻻﺕ ﰲ ﳑﺎﺭﺳﺔ ﺍﻟﻮﻇﺎﺋﻒ ﺍﻷﺳﺎﺳﻴﺔ ﰲ ﺍﻹﺩﺍﺭﺓ ﻋﻠﻰ ﳐﺘﻠﻒ‬
‫ﺍﳌﺴﺘﻮﻳﺎﺕ ﰲ ﺍﳌﺆﺳﺴﺎﺕ ﺍﳌﻌﺎﺻﺮﺓ‪ ،‬ﻭﺗﺴﻬﻢ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﰲ ﲢﻘﻴﻖ ﺍﻟﻐﺎﻳﺔ ﺍﻷﺳﺎﺳﻴﺔ ﻟﻠﻤﻨﻈﻤﺎﺕ ﺍﳌﻌﺎﺻﺮﺓ‬
‫ﺍﻟﺴﺎﻋﻴﺔ ﺇﱃ ﺍﻟﺘﻤﻴﺰ ﻭﺫﻟﻚ ﺑﺘﻤﻜﻴﻨﻬﺎ ﻣﻦ ﺑﻨﺎﺀ ﻗﺪﺭﺍﺕ ﺗﻨﺎﻓﺴﻴﺔ ﻓﻌﺎﻟﺔ ﲡﻌﻠﻬﺎ ﻗﺎﺩﺭﺓ ﻋﻠﻰ ﺍﻟﻮﺻﻮﻝ ﺍﻟﺴﺮﻳﻊ ﺍ‪‬ﺪﻱ‬
‫ﻟﻸﺳﻮﺍﻕ ﻭﺍﺳﺘﻘﻄﺎﺏ ﻣﻌﺎﻣﻼﺕ ﺍﻟﺸﺮﺍﺋﺢ ﺍﳌﺴﺘﻬﺪﻓﺔ ﻣﻦ ﺍﻟﺰﺑﺎﺋﻦ ﻗﺒﻞ ﻏﲑﻫﺎ ﻣﻦ ﺍﳌﻨﺎﻓﺴﲔ‪ ،‬ﻭﺿﻤﺎﻥ ﺍﺳﺘﻤﺮﺍﺭ ﺗﻌﺎﻣﻞ‬
‫‪10‬‬
‫ﺍﻟﺰﺑﺎﺋﻦ ﻣﻌﻬﺎ ﻭ ﻭﻻﺋﻬﻢ ﳍﺎ "‪.‬‬
‫ﻭﻳﻌﺮﻓﻬﺎ ﻃﺎﺭﻕ ﻋﺒﺪ ﺍﻟﺮﺅﻭﻑ ﺑﺄ‪‬ﺎ "ﻫﻲ ﺍﺳﺘﺨﺪﺍﻡ ﻛﻞ ﺍﻟﻮﺳﺎﺋﻞ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﰲ ﺍﳒﺎﺯ ﻛﻞ ﺃﻋﻤﺎﻝ ﻭﻣﻌﺎﻣﻼﺕ ﺍﳌﻨﻈﻤﺔ‬
‫ﻣﺜﻞ ﺍﺳﺘﺨﺪﺍﻡ ﺍﻟﱪﻳﺪ ﺍﻻﻟﻜﺘﺮﻭﱐ ‪ e-mail‬ﻭﺍﻟﺘﺤﻮﻳﻼﺕ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻟﻸﻣﻮﺍﻝ )‪electronic fund‬‬
‫)‪ ( transfer‬ﻭﺍﻟﺘﺒﺎﺩﻝ ﺍﻻﻟﻜﺘﺮﻭﱐ ﻟﻠﻤﺴﺘﻨﺪﺍﺕ‪ ،‬ﻭﺍﻟﻔﺎﻛﺲ ﻭﺍﻟﻨﺸﺮﺍﺕ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻭﺃﻳﺔ ﻭﺳﺎﺋﻞ ﺍﻟﻜﺘﺮﻭﻧﻴﺔ‬
‫‪11‬‬
‫ﺃﺧﺮﻯ"‪.‬‬
‫ﺗﻌﺮﻓﻬﺎ ﺍﳌﻨﻈﻤﺔ ﺍﻟﻌﺎﳌﻴﺔ ﻟﻠﺘﻌﺎﻭﻥ ﺍﻻﻗﺘﺼﺎﺩﻱ ‪ OCDE‬ﺑﺄ‪‬ﺎ "ﺍﺳﺘﺨﺪﺍﻡ ﺗﻜﻨﻮﻟﻮﺟﻴﺎ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻭﺍﻻﺗﺼﺎﻝ ﻭﺑﺎﻷﺧﺺ‬
‫ﺍﻻﻧﺘﺮﻧﺖ ﻣﻦ ﺃﺟﻞ ﲢﺴﲔ ﺗﺴﻴﲑ ﺍﻷﻋﻤﺎﻝ ﺍﻟﻌﺎﻣﺔ"‪.‬‬
‫ﻭﻋﺮﻓﺖ ﺃﻳﻀﺎ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺑﺄ‪‬ﺎ ﺛﻮﺭﺓ ﰲ ﺍﻟﺜﻘﺎﻓﺔ ﺍﻟﺘﻨﻈﻴﻤﻴﺔ ) ‪ (cultural revolution‬ﺃﻱ ﺛﻮﺭﺓ‬
‫ﲟﻌﲎ ﺍﻟﺘﻐﻴﲑ ﺍﳉﺬﺭﻱ ﻭ ﺍﻟﺘﺤﻮﻝ ﺍﻻﺳﺘﺮﺍﺗﻴﺠﻲ ﰲ ﺍﻟﺘﻔﻜﲑ ﺍﻹﺩﺍﺭﻱ ﻭﺍﳌﻤﺎﺭﺳﺔ ﺍﻹﺩﺍﺭﻳﺔ ﻭﺍﻟﻄﺮﻳﻘﺔ ﺍﻷﺳﺎﺳﻴﺔ ﺍﻟﱵ ﺗﻨﻔﺬ‬
‫‪12‬‬
‫‪‬ﺎ ﺍﻷﻋﻤﺎﻝ ﻭﺍﻷﻧﺸﻄﺔ ﺍﻟﻮﻇﻴﻔﻴﺔ ﰲ ﺍﳌﻨﻈﻤﺔ ‪.‬‬
‫ﻭﰲ ﺗﻌﺮﻳﻒ ﺃﺧﺮ ﺑﺄ‪‬ﺎ "ﻣﻴﻜﻨﺔ ﲨﻴﻊ ﻣﻬﺎﻡ ﻭﺃﻧﺸﻄﺔ ﺍﳌﺆﺳﺴﺔ ﺍﻹﺩﺍﺭﻳﺔ ﺑﺎﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﻟﻀﺮﻭﺭﻳﺔ ﻟﻠﻮﺻﻮﻝ‬
‫ﺇﱃ ﲢﻘﻴﻖ ﺃﻫﺪﺍﻑ ﺍﻹﺩﺍﺭﺓ ﺍﳉﺪﻳﺪ ﰲ ﺍﺳﺘﺨﺪﺍﻡ ﺍﻟﻮﺭﻕ ﻭﺗﺒﺴﻴﻂ ﺍﻹﺟﺮﺍﺀﺍﺕ ﻭ ﺍﻟﻘﻀﺎﺀ ﻋﻠﻰ ﺍﻟﺮﻭﺗﲔ‪ ،‬ﻭﺍﻻﳒﺎﺯ ﺍﻟﺴﺮﻳﻊ‬
‫ﻭﺍﻟﺪﻗﻴﻖ ﻟﻠﻤﻬﺎﻡ ﻭﺍﳌﻌﺎﻣﻼﺕ ﻟﺘﻜﻮﻥ ﻛﻞ ﺇﺩﺍﺭﺓ ﺟﺎﻫﺰﺓ ﻟﺮﺑﻄﻬﺎ ﻣﻊ ﺍﳊﻜﻮﻣﺔ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻻﺣﻘﺎ«‪.‬‬

‫‪6‬‬
 ‫ﺃﺒﺤﺎﺙ ﺍﻝﻤﻠﺘﻘﻰ ﺍﻝﻭﻁﻨﻲ ﺤﻭل‪ :‬ﺠﻭﺩﺓ ﺍﻝﺨﺩﻤﺎﺕ ﻓﻲ ﻅل ﺍﻝﺘﺤﻭل ﺍﻝﺭﻗﻤﻲ ﻭﺍﻹﺩﺍﺭﺓ‬
‫‪ISBN : 999-999-99-99‬‬ ‫ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﺠﺯﺍﺌﺭﻴﺔ ﺭﻫﺎﻨﺎﺕ ﻭﺘﺤﺩﻴﺎﺕ‬
‫ﺘﻘﻴﻴﻡ ﺍﻝﻭﺍﻗﻊ ﻭﺍﺴﺘﺸﺭﺍﻑ ﺍﻝﻭﺍﻗﻊ‬

‫ﻛﻤﺎ ﺗﻌﺮﻑ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺃﻳﻀﺎ ﺑﺄ‪‬ﺎ "ﺗﻨﻔﻴﺬ ﻛﻞ ﺍﻷﻋﻤﺎﻝ ﻭ ﺍﳌﻌﺎﻣﻼﺕ ﺍﻟﱵ ﺗﺘﻢ ﺑﲔ ﻃﺮﻓﲔ ﺃﻭ ﺃﻛﺜﺮ ﺳﻮﺍﺀ ﻣﻦ‬
‫‪13‬‬
‫ﺍﻷﻓﺮﺍﺩ ﺃﻭ ﺍﳌﻨﻈﻤﺎﺕ ﻣﻦ ﺧﻼﻝ ﺍﺳﺘﺨﺪﺍﻡ ﺷﺒﻜﺎﺕ ﺍﻻﺗﺼﺎﻻﺕ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ"‪.‬‬
‫ﻭﻳﻌﺮﻓﻬﺎ ﺍﻟﺼﲑﰲ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺑﺄ‪‬ﺎ "ﲢﻮﻝ ﺟﺬﺭﻱ ﰲ ﺍﻟﻄﺮﻕ ﻭﺍﻷﺳﺎﻟﻴﺐ ﺍﻟﱵ ﺗﺘﺒﻌﻬﺎ ﺍﳌﻨﻈﻤﺎﺕ ﳌﺒﺎﺷﺮﺓ ﺃﻋﻤﺎﳍﺎ‬
‫‪ ،‬ﻭﺫﻟﻚ ﻣﻦ ﺧﻼﻝ ﺗﻨﻈﻴﻢ ﺍﺳﺘﺨﺪﺍﻡ ﺍﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎ ﺍﳊﺪﻳﺜﺔ ﻟﺘﺤﺮﻳﺮ ﺣﺮﻛﺔ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻭﺍﳋﺪﻣﺎﺕ ﻣﻦ ﺍﺟﻞ ﺍﻟﺘﻐﻠﺐ ﻋﻠﻰ‬
‫‪14‬‬
‫ﺍﻟﻘﻴﻮﺩ ﻭﺍﻟﻌﻮﺍﺋﻖ ﺍﳌﺎﺩﻳﺔ ﺍﳌﻮﺟﻮﺩﺓ ﰲ ﺍﻷﻭﺭﺍﻕ‪ ،‬ﻭﺍﻷﻧﻈﻤﺔ ﺍﻟﺘﻘﻠﻴﺪﻳﺔ"‪.‬‬
‫ﻭﻳﻌﺮﻓﻬﺎ ∗‪ michel kalika‬ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ) ‪"(E-mangement‬ﺑﺄ‪‬ﺎ ﳎﻤﻮﻋﺔ ﻣﻦ ﺳﺒﻌﺔ ﻋﻤﻠﻴﺎﺕ‬
‫ﺗﻐﺬﻳﻬﺎ ﻧﻈﻢ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻋﻠﻰ ﺃﺳﺎﺱ ﺍﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎﺕ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻟﺘﺠﻬﻴﺰ ﺍﳌﻌﻠﻮﻣﺎﺕ‪ ،‬ﻭﺗﺘﻤﻴﺰ ﺑﻌﻤﻠﻴﺎﺕ ﻣﻌﺪﻟﺔ ﺑﻮﺍﺳﻄﺔ‬
‫‪15‬‬
‫ﺍﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎﺕ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻭﺑﺎﻟﺘﺎﱄ ﻣﻦ ﺧﻼﻝ ﺍﳌﻬﺎﺭﺍﺕ ﺍﳌﻌﺪﻟﺔ‪".‬‬
‫‪16‬‬
‫ﻭﺗﺘﻤﺜﻞ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻟﺴﺒﻌﺔ ﻓﻴﻤﺎ ﻳﻠﻲ‪:‬‬
‫‪-‬ﺍﻟﻌﻤﻠﻴﺔ ﺍﻟﻌﻼﻗﺔ ﻣﻊ ﺍﻟﺰﺑﺎﺋﻦ‪.‬‬
‫‪-‬ﺍﻟﻌﻼﻗﺔ ﻣﻊ ﺍﳌﻮﺭﺩﻳﻦ ‪.‬‬
‫‪-‬ﺍﻟﻌﻼﻗﺔ ﻣﻊ ﺍﻟﺸﺮﻛﺎﺀ‪.‬‬
‫‪-‬ﻋﻤﻠﻴﺔ ﲢﺪﻳﺪ ﺍﻷﻫﺪﺍﻑ ‪ :‬ﻭﺗﺘﻤﺜﻞ ﰲ )ﺍﳌﻬﻤﺎﺕ‪ ،‬ﺍﻻﺳﺘﺮﺍﺗﻴﺠﻴﺔ ‪ ،‬ﺍﳌﺨﻄﻄﺎﺕ‪ ،‬ﺍﳌﻮﺍﺯﻧﺎﺕ(‪.‬‬
‫‪ -‬ﻋﻤﻠﻴﺔ ﺍﻟﺘﻨﻈﻴﻢ ‪ :‬ﺗﻌﺮﻳﻒ ﺍﳍﻴﺎﻛﻞ ﻭﺁﻟﻴﺎﺕ ﺍﻟﺘﻨﺴﻴﻖ‪.‬‬
‫‪ -‬ﻋﻤﻠﻴﺔ ﺍﻻﻧﺪﻣﺎﺝ‪.‬‬
‫‪ -‬ﻋﻤﻠﻴﺔ ﺍﻟﺮﻗﺎﺑﺔ ‪ :‬ﻣﻦ ﺍﻟﺮﻗﺎﺑﺔ ﺍﻻﺳﺘﺮﺍﺗﻴﺠﻴﺔ ﺇﱃ ﺭﻗﺎﺑﺔ ﺍﻟﺘﺴﻴﲑ‪.‬‬
‫ﻭﰲ ﺗﻌﺮﻳﻒ ﺃﺧﺮ ﺑﺄ‪‬ﺎ "ﺗﻘﺪﱘ ﻟﻠﺨﺪﻣﺎﺕ ﻭﺍﻟﺴﻠﻊ ﺑﻮﺳﺎﺋﻞ ﺍﻟﻜﺘﺮﻭﻧﻴﺔ‪ ،‬ﻛﻤﺎ ﺗﺘﻤﻴﺰ ﺑﺄ‪‬ﺎ ﻋﻤﻠﻴﺔ ﺇﺩﺍﺭﻳﺔ ﻣﻬﺎﻣﻬﺎ ﺭﺳﻢ‬
‫ﺍﻟﺴﻴﺎﺳﺎﺕ ﻭﺗﻮﺟﻴﻪ ﺍﳌﻮﺍﺭﺩ‪ ،‬ﻭﺍﺳﺘﺨﺪﺍﻣﻬﺎ ﻟﻺﻣﻜﺎﻧﺎﺕ ﺍﳌﺘﻤﻴﺰﺓ ﻟﻸﻧﺘﺮﻧﺖ ﻭﺷﺒﻜﺎﺕ ﺍﻷﻋﻤﺎﻝ ﺑﺎﺳﺘﺨﺪﺍﻡ ﺍﻟﺘﺸﺒﻴﻚ‬
‫ﺍﻟﻔﺎﺋﻖ )‪( hyper-connection‬ﻭﺍﻟﺘﻔﺎﻋﻞ ﺍﻵﱐ ﻋﻠﻰ ﻣﺪﺍﺭ ﺍﻟﺴﺎﻋﺔ ﻭﲢﻮﻳﻞ ﻛﺎﻓﺔ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻹﺩﺍﺭﻳﺔ ﺫﺍﺕ‬
‫ﺍﻟﻄﺒﻴﻌﺔ ﺍﻟﻮﺭﻗﻴﺔ ﺇﱃ ﻋﻤﻠﻴﺎﺕ ﺍﻟﻜﺘﺮﻭﻧﻴﺔ‪ ،‬ﻓﺘﻮﻓﺮ ﺍﳌﺮﻭﻧﺔ ﺍﻟﻼﺯﻣﺔ ﻟﻼﺳﺘﺠﺎﺑﺔ ﻟﻠﻤﺘﻐﲑﺍﺕ ﻳﺆﺩﻱ ﺇﱃ ﺗﻐﲑﺍﺕ ﺟﺬﺭﻳﺔ ﰲ‬
‫‪17‬‬
‫ﳕﻂ ﺃﺩﺍﺀ ﺍﻷﻋﻤﺎﻝ"‪.‬‬
‫ﻭﻳﺮﻯ ﺍﻟﺒﺎﺣﺜﻮﻥ ﺃﻥ ﻓﻜﺮﺓ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺗﺘﻌﺪﻯ ﺑﻜﺜﲑ ﻣﻔﻬﻮﻡ ﺍﳌﻜﻨﻨﺔ ﺍﳋﺎﺻﺔ ﺑﺈﺩﺍﺭﺍﺕ ﺍﻟﻌﻤﻞ ﺩﺍﺧﻞ ﺍﳌﻨﻈﻤﺔ‪،‬‬
‫ﺇﱃ ﻣﻔﻬﻮﻡ ﺗﻜﺎﻣﻞ ﺍﻟﺒﻴﺎﻧﺎﺕ ﻭﺍﳌﻌﻠﻮﻣﺎﺕ ﺑﲔ ﺍﻹﺩﺍﺭﺍﺕ ﺍﳌﺨﺘﻠﻔﺔ ﻭﺍﳌﺘﻌﺪﺩﺓ ﻭﺍﺳﺘﺨﺪﺍﻡ ﺗﻠﻚ ﺍﻟﺒﻴﺎﻧﺎﺕ ﻭﺍﳌﻌﻠﻮﻣﺎﺕ ﰲ‬

‫‪7‬‬
 ‫ﺩ‪/‬ﻣﻮﻻﻱ ﺧﻠﻴﻞ‬ ‫ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪ -‬ﺍﳌﻔﻬﻮﻡ ﻭ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻄﺒﻴﻖ‬
‫ﺃ‪.‬ﺩ‪/‬ﻋﻤﺎﺭ ﻃﻬﺮﺍﺕ‬

‫ﺗﻮﺟﻴﻪ ﺳﻴﺎﺳﺎﺕ ﻭﺇﺟﺮﺍﺀﺍﺕ ﻋﻤﻞ ﺍﳌﻨﻈﻤﺔ ﳓﻮ ﲢﻘﻴﻖ ﺃﻫﺪﺍﻓﻬﺎ ﻭﺗﻮﻓﲑ ﺍﳌﺮﻭﻧﺔ ﺍﻟﻼﺯﻣﺔ ﻟﻼﺳﺘﺠﺎﺑﺔ ﻟﻠﻤﺘﻐﲑﺍﺕ ﺍﳌﺘﻼﺣﻘﺔ‬
‫‪18‬‬
‫ﺳﻮﺍﺀ ﺍﻟﺪﺍﺧﻠﻴﺔ ﺃﻭ ﺍﳋﺎﺭﺟﻴﺔ‪.‬‬
‫ﻭﺗﺸﻤﻞ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﲨﻴﻊ ﻣﻜﻮﻧﺎﺕ ﺍﻹﺩﺍﺭﺓ ﻣﻦ ﲣﻄﻴﻂ ﻭﺗﻨﻔﻴﺬ ﻭﻣﺘﺎﺑﻌﺔ ﻭﺗﻘﻴﻴﻢ ﻭﲢﻔﻴﺰ ﺇﻻ ﺇ‪‬ﺎ ﺗﺘﻤﻴﺰ ﺑﻘﺪﺭ‪‬ﺎ‬
‫ﻋﻠﻰ ﲣﻠﻴﻖ ﺍﳌﻌﺮﻓﺔ ﺑﺼﻮﺭﺓ ﻣﺴﺘﻤﺮﺓ ﻭﺗﻮﻇﻴﻔﻬﺎ ﻣﻦ ﺃﺟﻞ ﲢﻘﻴﻖ ﺍﻷﻫﺪﺍﻑ‪ ،‬ﻭﺗﻌﺘﻤﺪ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻋﻠﻰ ﺗﻄﻮﻳﺮ‬
‫‪19‬‬
‫ﺍﻟﺒﻨﻴﺔ ﺍﳌﻌﻠﻮﻣﺎﺗﻴﺔ ﺩﺍﺧﻞ ﺍﳌﺆﺳﺴﺔ ﺑﺼﻮﺭﺓ ﲢﻘﻖ ﺗﻜﺎﻣﻞ ﺍﻟﺮﺅﻳﺔ ﻭﻣﻦ ﰒ ﺃﺩﺍﺀ ﺍﻷﻋﻤﺎﻝ‪.‬‬

‫‪.3.2‬ﺧﺼﺎﺋﺺ ﻭﳑﻴﺰﺍﺕ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‬

‫‪.1.3.2‬ﳑﻴﺰﺍﺕ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‬
‫ﺗﺘﻤﻴﺰ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﲟﺠﻤﻮﻋﺔ ﻣﻦ ﺍﳋﺼﺎﺋﺺ ﺗﺆﻫﻠﻬﺎ ﻟﺘﻜﻮﻥ ﺍﻟﺒﺪﻳﻞ ﻟﻺﺩﺍﺭﺓ ﺍﻟﺘﻘﻠﻴﺪﻳﺔ ‪:‬‬
‫‪-‬ﺍﻟﺴﺮﻋﺔ ﻭﺍﻟﻮﺿﻮﺡ ‪ :‬ﺇﻥ ﻛﺜﲑﺍ ﻣﻦ ﺍﳌﻌﻮﻗﺎﺕ ﺍﻹﺩﺍﺭﻳﺔ ﻭﺍﻟﻌﻘﺒﺎﺕ ﺍﻟﱵ ﺗﺮﺳﺨﺖ ﻭﺑﻘﻴﺖ ﻟﺴﻨﻮﺍﺕ ﻋﻠﻰ ﺣﻮﺍﺟﺰ‬
‫ﺍﻟﺒﲑﻭﻗﺮﺍﻃﻴﺔ ﳑﻜﻦ ﺃﻥ ﺗﺘﻼﺷﻰ ﻭﺗﺼﺒﺢ ﻣﺎﺿﻴﺎ ﺑﻔﻌﻞ ﺍﻟﺘﺤﻮﻝ ﺇﱃ ﺃﺳﻠﻮﺏ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺍﻟﱵ ﺗﻌﻄﻞ ﻗﻮﺍﻧﻴﻨﻬﺎ‬
‫ﻭﻇﺮﻭﻑ ﺃﻋﻤﺎﳍﺎ ﺍﻟﻮﺭﻗﻴﺔ ﺍﳒﺎﺯ ﺍﳌﻌﺎﻣﻼﺕ‪.‬‬
‫‪-‬ﻋﺪﻡ ﺍﻟﺘﻘﻴﺪ ﺑﺎﻟﺰﻣﺎﻥ ﻭﺍﳌﻜﺎﻥ ‪ :‬ﻣﻦ ﺧﺼﺎﺋﺺ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺇﺫﺍ ﻣﺎ ﰎ ﺗﻌﻤﻴﻤﻬﺎ ﻭ ﺍﻧﺘﺸﺎﺭﻫﺎ ﰲ ﳐﺘﻠﻒ‬
‫ﺍﻹﺩﺍﺭﺍﺕ ﺃﻧﻪ ﺑﺎﻹﻣﻜﺎﻥ ﻣﺮﺍﺟﻌﺘﻬﺎ ﻃﻮﺍﻝ ﺳﺎﻋﺎﺕ ﺍﻟﻴﻮﻡ‪ ،‬ﻓﻬﻲ ﻻ ﺗﺘﻘﻴﺪ ﰲ ﻋﻤﻠﻬﺎ ﺑﺰﻣﻦ ﻣﻌﲔ‪ ،‬ﻓﻤﻮﺍﻗﻊ ﻫﺬﻩ ﺍﻹﺩﺍﺭﺓ‬
‫ﻣﺘﺎﺣﺔ ﻋﱪ ﺍﻻﻧﺘﺮﻧﺖ ﺃﻭ ﻋﱪ ﺃﺟﻬﺰ‪‬ﺎ ﺍﳌﻨﺘﺸﺮﺓ ﰲ ﺍﻟﺸﻮﺍﺭﻉ‪ ،‬ﻛﻤﺎ ﺃﻥ ﻭﺻﻼﺕ ﺷﺒﻜﺎ‪‬ﺎ ﺍﻟﺪﺍﺧﻠﻴﺔ ﺃﻭ ﻭﺻﻼﺕ ﺷﺒﻜﺔ‬
‫ﺍﻻﻧﺘﺮﻧﺖ ﻟﻴﺴﺖ ﰲ ﺣﺎﺟﺔ ﺇﱃ ﻣﺒﺎﻥ ﺿﺨﻤﺔ ﻻﺳﺘﻴﻌﺎﺏ ﻣﻮﻇﻔﻴﻬﺎ ﻭﻣﻜﺎﺗﺒﻬﺎ‪ ،‬ﻭﺇﳕﺎ ﻣﻜﺎﻥ ﺻﻐﲑ ﻭﳏﺪﻭﺩ ﻳﻜﻔﻲ‬
‫ﻻﺳﺘﻴﻌﺎﺏ ﺑﻌﺾ ﺃﺟﻬﺰﺓ ﺍﳊﺎﺳﻮﺏ ﻭﻣﺘﻌﻠﻘﺎﺗﻪ‪.‬‬
‫‪-‬ﺇﺩﺍﺭﺓ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻻ ﺍﻻﺣﺘﻔﺎﻅ ‪‬ﺎ‪ :‬ﻻ ﺗﻘﻮﻡ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻋﻠﻰ ﳑﺎﺭﺳﺎﺕ ﺍﻷﻓﺮﺍﺩ ﻣﻦ ﻣﻮﻇﻔﻴﻬﺎ ﻭﺟﻬﺪﻫﻢ‬
‫ﺍﻟﻴﺪﻭﻱ ﰲ ﺇﺩﺍﺭﺓ ﻣﻌﺎﻣﻼ‪‬ﺎ‪ ،‬ﺑﻘﺪﺭ ﻣﺎ ﺗﻘﻮﻡ ﻋﻠﻰ ﺇﺩﺍﺭﺓ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﻟﱵ ﲢﺘﻔﻆ ‪‬ﺎ ﰲ ﺩﻭﺍﺋﺮﻫﺎ ﺣﺴﺐ ﺑﺮﺍﻣﺞ ﻣﻌﻴﻨﺔ ‪.‬‬
‫‪-‬ﺍﳌﺮﻭﻧﺔ ‪ :‬ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺇﺩﺍﺭﺓ ﻣﺮﻧﺔ ﳝﻜﻨﻬﺎ ﺑﻔﻌﻞ ﺍﻟﺘﻘﻨﻴﺔ ﻭﺑﻔﻌﻞ ﺇﻣﻜﺎﻧﺎ‪‬ﺎ ﺍﻻﺳﺘﺠﺎﺑﺔ ﺍﻟﺴﺮﻳﻌﺔ ﻟﻸﺣﺪﺍﺙ‬
‫ﻭﺍﻟﺘﺠﺎﻭﺏ ﻣﻌﻬﺎ‪ ،‬ﻣﺘﻌﺪﻳﺔ ﺫﻟﻚ ﺣﺪﻭﺩ ﺍﻟﺰﻣﺎﻥ ﻭﺍﳌﻜﺎﻥ ﻭﺻﻌﻮﺑﺔ ﺍﻻﺗﺼﺎﻝ‪ ،‬ﳑﺎ ﻳﻌﲔ ﺍﻹﺩﺍﺭﺓ ﻋﻠﻰ ﺗﻘﺪﱘ ﺍﻟﻜﺜﲑ ﻣﻦ‬
‫ﺍﳋﺪﻣﺎﺕ ﺍﻟﱵ ﱂ ﺗﻜﻦ ﻣﺘﺎﺣﺔ ﺃﺑﺪﺍ ﺑﻔﻌﻞ ﺗﻠﻚ ﺍﻟﻌﻮﺍﺋﻖ ﰲ ﻇﻞ ﺍﻹﺩﺍﺭﺍﺕ ﺍﻟﺘﻘﻠﻴﺪﻳﺔ‪.‬‬
‫‪-‬ﺍﻟﺮﻗﺎﺑﺔ ﺍﳌﺒﺎﺷﺮﺓ ﻭﺍﻟﺼﺎﺩﻗﺔ ‪ :‬ﻣﻦ ﺧﺼﺎﺋﺺ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺃﻳﻀﺎ ﺃﻧﻪ ﺃﺻﺒﺢ ﺑﺈﻣﻜﺎ‪‬ﺎ ﺃﻥ ﺗﺘﺎﺑﻊ ﻣﻮﺍﻗﻊ ﻋﻤﻠﻬﺎ‬
‫ﺍﳌﺨﺘﻠﻔﺔ ﻋﱪ ﺍﻟﺸﺎﺷﺎﺕ ﻭﺍﻟﻜﺎﻣﲑﺍﺕ ﺍﻟﺮﻗﻤﻴﺔ ﺍﻟﱵ ﰲ ﻭﺳﻊ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺃﻥ ﺗﺴﻠﻄﻬﺎ ﻋﻠﻰ ﻛﻞ ﺑﻘﻌﺔ ﻣﻦ‬
‫ﻣﻮﺍﻗﻌﻬﺎ ﺍﻹﺩﺍﺭﻳﺔ‪ ،‬ﻛﺬﻟﻚ ﻋﻠﻰ ﻣﻨﺎﻓﺬﻫﺎ ﻭﺃﺟﻬﺰ‪‬ﺎ ﺍﻟﱵ ﻳﺘﻌﺎﻣﻞ ﻣﻌﻬﺎ ﺍﳉﻤﻬﻮﺭ‪ ،‬ﻭﻫﻜﺬﺍ ﻳﺼﺒﺢ ﻟﺪﻯ ﺍﻹﺩﺍﺭﺓ ﺗﻠﻚ‬

‫‪8‬‬
 ‫ﺃﺒﺤﺎﺙ ﺍﻝﻤﻠﺘﻘﻰ ﺍﻝﻭﻁﻨﻲ ﺤﻭل‪ :‬ﺠﻭﺩﺓ ﺍﻝﺨﺩﻤﺎﺕ ﻓﻲ ﻅل ﺍﻝﺘﺤﻭل ﺍﻝﺭﻗﻤﻲ ﻭﺍﻹﺩﺍﺭﺓ‬
‫‪ISBN : 999-999-99-99‬‬ ‫ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﺠﺯﺍﺌﺭﻴﺔ ﺭﻫﺎﻨﺎﺕ ﻭﺘﺤﺩﻴﺎﺕ‬
‫ﺘﻘﻴﻴﻡ ﺍﻝﻭﺍﻗﻊ ﻭﺍﺴﺘﺸﺭﺍﻑ ﺍﻝﻭﺍﻗﻊ‬

‫ﺍﻷﺩﺍﺓ ﺍﳌﻀﻤﻮﻧﺔ ﺍﻟﺼﺎﺩﻗﺔ ﺍﻟﱵ ﺗﻘﻴﻢ ‪‬ﺎ ﺃﻧﺸﻄﺘﻬﺎ ﻭﺗﺘﺎﺑﻊ ‪‬ﺎ ﻣﻮﺍﻗﻌﻬﺎ ﺑﺎﻃﻤﺌﻨﺎﻥ ﺑﻌﻴﺪﺍ ﻋﻦ ﺃﺳﻠﻮﺏ ﺍﳌﺘﺎﺑﻌﺔ ﺑﺎﳌﺬﻛﺮﺍﺕ‬
‫ﻭﺍﻟﺘﻘﺎﺭﻳﺮ ﺍﻟﱵ ﻳﺮﻓﻌﻬﺎ ﺍﻷﻓﺮﺍﺩ ﰲ ﺍﻹﺩﺍﺭﺓ ﺍﻟﺘﻘﻠﻴﺪﻳﺔ‪.‬‬
‫‪-‬ﺍﻟﺴﺮﻳﺔ ﻭﺍﳋﺼﻮﺻﻴﺔ ‪ :‬ﻣﻦ ﺧﺼﺎﺋﺺ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺍﻟﺴﺮﻳﺔ ﻭﺍﳋﺼﻮﺻﻴﺔ ﻟﻠﻤﻌﻠﻮﻣﺎﺕ ﺍﳌﻬﻤﺔ ﲟﺎ ﲤﻠﻜﻪ ﺍﻹﺩﺍﺭﺓ‬
‫ﻣﻦ ﺑﺮﺍﻣﺞ ﲤﻜﻨﻬﺎ ﻣﻦ ﺣﺠﺐ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻭﺍﻟﺒﻴﺎﻧﺎﺕ ﺍﳌﻬﻤﺔ‪ ،‬ﻭﻋﺪﻡ ﺇﺗﺎﺣﺘﻬﺎ ﺇﻻ ﻟﺬﻭﻱ ﺍﻟﺼﻼﺣﻴﺔ ﺍﻟﺬﻳﻦ ﳝﻠﻜﻮﻥ ﻛﻠﻤﺔ‬
‫ﺍﳌﺮﻭﺭ ﻟﻠﻨﻔﺎﺫ ﺇﱃ ﺗﻠﻚ ﺍﳌﻌﻠﻮﻣﺎﺕ‪ ،‬ﻓﻌﻠﻰ ﺍﻟﺮﻏﻢ ﻣﻦ ﺍﻟﻮﺿﻮﺡ ﻭﺍﻟﺸﻔﺎﻓﻴﺔ ﺍﻟﻠﺬﻳﻦ ﺗﺘﻤﺘﻊ ‪‬ﺎ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺇﻻ ﺃﻥ‬
‫ﻫﺬﺍ ﻻ ﻳﻨﻄﺒﻖ ﺑﻄﺒﻴﻌﺔ ﺍﳊﺎﻝ ﻋﻠﻰ ﳐﺘﻠﻒ ﺃﻧﻮﺍﻉ ﺍﳌﻌﻠﻮﻣﺎﺕ‪ ،‬ﻓﻬﻨﺎ ﺗﺘﻔﻮﻕ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻋﻠﻰ ﺍﻹﺩﺍﺭﺓ ﺍﻟﺘﻘﻠﻴﺪﻳﺔ‪،‬ﺇﺫ‬
‫ﺃﻥ ﻗﺪﺭ‪‬ﺎ ﻋﻠﻰ ﺍﻹﺧﻔﺎﺀ ﻭﺍﻟﺴﺮﻳﺔ ﺃﻋﻠﻰ ﻭﻟﺪﻳﻬﺎ ﺃﻧﻈﻤﺔ ﻣﻨﻊ ﺍﻻﺧﺘﺮﺍﻕ ﳑﺎ ﳚﻌﻞ ﺍﻟﻮﺻﻮﻝ ﺇﱃ ﺃﺳﺮﺍﺭﻫﺎ ﻭﻣﻠﻔﺎ‪‬ﺎ ﺍﶈﺠﻮﺑﺔ‬
‫ﺃﻣﺮﺍ ﺑﺎﻟﻎ ﺍﻟﺼﻌﻮﺑﺔ ‪.‬‬
‫‪.2.3.2‬ﺧﺼﺎﺋﺺ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ‪:‬‬
‫ﺗﻌﺘﱪ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ) ‪ (Electronic Management‬ﳕﻄﺎ ﻣﻦ ﺃﳕﺎﻁ ﺍﻹﺩﺍﺭﺓ ﺍﻟﱵ ﻛﺎﻧﺖ ﳍﺎ ﺁﺛﺎﺭﻫﺎ‬
‫ﺍﻟﻮﺍﺳﻌﺔ ﻋﻠﻰ ﺍﳌﻨﻈﻤﺎﺕ ﺍﳌﺨﺘﻠﻔﺔ ﻭﳎﺎﻻﺕ ﻋﻤﻠﻬﺎ ﻭﺧﺎﺻﺔ ﻋﻤﻠﻴﺎﺕ ‪‬ﻴﺌﺔ ﺃﻭ ﺇﺻﻼﺡ ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﻨﻈﻴﻤﻴﺔ ﳑﺎ ﻳﻌﻜﺲ ﻋﻤﻖ‬
‫‪20‬‬
‫ﺍﻟﺘﻐﻴﲑ ﺍﳉﺬﺭﻱ ﺍﻟﺬﻱ ﲢﻤﻠﻪ ﺗﻄﺒﻴﻘﺎﺕ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻭﻫﻲ ﺑﺬﻟﻚ ﺗﺘﻤﻴﺰ ﺑﻌﺪﺓ ﺧﺼﺎﺋﺺ ﺃﻭﺭﺩﻫﺎ ﻓﻴﻤﺎ ﻳﻠﻲ‪:‬‬
‫‪-‬ﺍﻻﻧﺘﻘﺎﻝ ﻣﻦ ﻧﻈﻢ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﻹﺩﺍﺭﻳﺔ ﺍﻟﺘﻘﻠﻴﺪﻳﺔ ﺇﱃ ﻧﻈﻢ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﻹﺩﺍﺭﻳﺔ ﺍﻟﺬﻛﻴﺔ‪:‬‬
‫ﺗﺴﺘﻄﻴﻊ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﺍﻟﺘﻌﺎﻣﻞ ﻣﻊ ﻣﻮﺭﺩ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﻟﱵ ﺗﻨﺘﺠﻬﺎ ﻧﻈﻢ ﻣﻌﻠﻮﻣﺎﺕ ﺇﺩﺍﺭﻳﺔ ﲢﺘﻮﻱ ﻋﻠﻰ ﻣﻜﻮﻧﺎﺕ‬
‫ﺫﻛﻴﺔ ﻣﻬﻤﺔ ﻣﺜﻞ )ﻗﺎﻋﺪﺓ ﺑﻴﺎﻧﺎﺕ ﺫﻛﻴﺔ ﻭﻗﺎﻋﺪﺓ ﳕﺎﺫﺝ ﺫﻛﻴﺔ‪ ،‬ﻭﺑﺮﳎﻴﺎﺕ ﺫﻛﻴﺔ ﻟﻠﺘﻨﻘﻴﺐ ﻋﻦ ﺍﻟﺒﻴﺎﻧﺎﺕ( ﻭﺫﻟﻚ ﻟﺘﺸﻜﻴﻞ‬
‫ﺃﺑﻌﺎﺩ ﻭﻋﻼﻗﺎﺕ ﺟﺪﻳﺪﺓ ﻓﻴﻤﺎ ﺑﻴﻨﻬﺎ‪ ،‬ﺃﻱ ﺃﻥ ﺑﺈﻣﻜﺎﻥ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﺍﺳﺘﺨﺪﺍﻡ ﻣﻨﻈﻮﻣﺎﺕ ﻭﺗﻘﻨﻴﺎﺕ ﳏﻮﺳﺒﺔ ﺗﺘﻀﻤﻦ‬
‫ﺍﻟﻘﺪﺭﺓ ﻋﻠﻰ ﺍﻟﺘﻔﻜﲑ ﻭﺍﻟﺮﺅﻳﺔ ﻭﺍﻟﺘﻌﻠﻢ ﻭﺍﻟﻔﻬﻢ ﻭﺍﺳﺘﻨﺒﺎﻁ ﺍﳌﻐﺰﻯ ﺍﻟﻌﺎﻡ ﻣﻦ ﺳﻴﺎﻕ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﳌﻨﺘﺠﺔ‪.‬‬
‫‪-‬ﺍﻻﻧﺘﻘﺎﻝ ﻣﻦ ﻣﻨﻈﻮﻣﺎﺕ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﶈﻮﺳﺒﺔ ﺍﳌﺴﺘﻘﻠﺔ ﺇﱃ ﻣﻨﻈﻮﻣﺎﺕ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﶈﻮﺳﺒﺔ ﺍﻟﺸﺒﻜﻴﺔ‪:‬‬
‫ﻛﺎﻥ ﻣﻦ ﻧﺘﺎﺋﺞ ﻇﻬﻮﺭ ﺍﳌﻌﺎﳉﺔ ﺍﳌﻮﺯﻋﺔ ﻭﻗﻮﺍﻋﺪ ﺍﻟﺒﻴﺎﻧﺎﺕ ﺍﳌﻮﺯﻋﺔ ﺃﻥ ﺍﲡﻬﺖ ﺗﻜﻨﻮﻟﻮﺟﻴﺎ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺇﱃ ﻣﺰﻳﺪ ﻣﻦ‬
‫ﺍﻻﻧﺘﺸﺎﺭ ﻭﺍﻟﻼﻣﺮﻛﺰﻳﺔ‪ ،‬ﻭﻧﺘﻴﺠﺔ ﻻﻧﺒﺜﺎﻕ ﺛﻮﺭﺓ ﺍﻻﺗﺼﺎﻻﺕ ﲢﻮﻟﺖ ﻧﻈﻢ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﶈﻮﺳﺒﺔ ﺍﻟﱵ ﻛﺎﻧﺖ ﺗﻌﻤﻞ ﰲ ﺻﻮﺭﺓ‬
‫ﻣﻨﻈﻮﻣﺎﺕ ﻣﺴﺘﻘﻠﺔ ﺇﱃ ﻧﻈﻢ ﻣﻌﻠﻮﻣﺎﺕ ﺷﺒﻜﻴﺔ ﺗﻌﻤﻞ ﻭﺗﺴﺘﻔﻴﺪ ﻣﻦ ﺍﻟﺘﻘﻨﻴﺎﺕ ﺍﳌﺘﻘﺪﻣﺔ ﰲ ﺷﺒﻜﺎﺕ ﺍﻻﺗﺼﺎﻻﺕ ﻭﺍﻟﺘﺒﺎﺩﻝ‬
‫ﺍﻻﻟﻜﺘﺮﻭﱐ ﻟﻠﺒﻴﺎﻧﺎﺕ‪.‬‬
‫‪ -‬ﺍﻻﻧﺘﻘﺎﻝ ﻣﻦ ﻧﻈﻢ ﺍﳌﻌﺎﳉﺔ ﺑﺎﻟﺪﻓﻌﺎﺕ ﺇﱃ ﻧﻈﻢ ﺍﳌﻌﺎﳉﺔ ﺍﻟﺘﺤﻠﻴﻠﻴﺔ ﺍﻟﻔﻮﺭﻳﺔ‪:‬‬
‫ﺗﻌﺘﱪ ﻧﻈﻢ ﺍﳌﻌﺎﳉﺔ ﺍﻟﻔﻮﺭﻳﺔ ﺗﻄﻮﻳﺮﺍ ﻧﻮﻋﻴﺎ ﻟﻨﻈﻢ ﺍﳌﻌﺎﳉﺔ ﺑﺎﻟﺪﻓﻌﺎﺕ ﺍﻟﺘﻘﻠﻴﺪﻳﺔ ﺍﻟﱵ ﱂ ﺗﻌﺪ ﺗﻨﺎﺳﺐ ﺍﻟﻄﺒﻴﻌﺔ ﺍﳌﺘﻐﲑﺓ‬
‫ﻭﺍﻟﺴﺮﻳﻌﺔ ﻟﻸﻋﻤﺎﻝ ﻭﺍﻟﱵ ﺗﺘﻄﻠﺐ ﲢﺪﻳﺜﺎ ﻣﺴﺘﻤﺮﺍ ﻟﻠﺒﻴﺎﻧﺎﺕ ﻭﺇﻧﺘﺎﺟﺎ ﻣﺴﺘﻤﺮﺍ ﻟﻠﻤﻌﻠﻮﻣﺎﺕ‪.‬‬

‫‪9‬‬
 ‫ﺩ‪/‬ﻣﻮﻻﻱ ﺧﻠﻴﻞ‬ ‫ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪ -‬ﺍﳌﻔﻬﻮﻡ ﻭ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻄﺒﻴﻖ‬
‫ﺃ‪.‬ﺩ‪/‬ﻋﻤﺎﺭ ﻃﻬﺮﺍﺕ‬

‫ﻓﻀﻼ ﻋﻦ ﺫﻟﻚ‪ ،‬ﺗﻘﺪﻡ ﻧﻈﻢ ﺍﳌﻌﺎﳉﺔ ﺍﻟﺘﺤﻠﻴﻠﻴﺔ ﺍﻟﻔﻮﺭﻳﺔ ﻓﺮﺻﺔ ﺇﺿﺎﻓﻴﺔ ﻟﻺﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻹﻧﺘﺎﺝ ﺗﻘﺎﺭﻳﺮ ﻣﻌﻠﻮﻣﺎﺗﻴﺔ‬
‫ﻣﺘﻌﺪﺩﺓ ﻭﺗﻮﻓﲑ ﻗﺪﺭﺍﺕ ﺍﻟﺪﺧﻮﻝ ﺍﳌﺮﻥ ﻭﺍﻟﺴﺮﻳﻊ ﻷﺣﺠﺎﻡ ﻛﺒﲑﺓ ﻣﻦ ﺑﻴﺎﻧﺎﺕ ﻣﺸﺘﻘﺔ ﻣﻦ ﻋﻤﻠﻴﺎﺕ ﲣﻀﻊ ﻣﺪﺧﻼ‪‬ﺎ‬
‫ﻟﺘﻐﻴﲑ ﻣﺴﺘﻤﺮ‪.‬‬
‫‪-‬ﺍﻟﻌﻤﻞ ﻣﻦ ﺧﻼﻝ ﺍﻟﺸﺒﻜﺎﺕ ‪:‬‬
‫ﺗﻌﻤﻞ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﰲ ﺍﳌﻨﻈﻤﺎﺕ ﺍﳊﺪﻳﺜﺔ ﻣﻦ ﺧﻼﻝ ﺭﺑﻂ ﻧﻈﻢ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺑﺘﻘﻨﻴﺎﺕ ﺍﻻﺗﺼﺎﻻﺕ ﺍﳌﻬﻤﺔ ﻣﺜﻞ‬
‫ﺷﺒﻜﺎﺕ ﺍﻻﻧﺘﺮﺍﻧﺖ )‪ ( Intranet‬ﻭﺍﻻﻛﺴﺘﺮﺍﻧﺖ )‪.( Extranet‬‬
‫‪ -‬ﺍﻟﻌﻤﻞ ﻋﻠﻰ ﺃﺳﺎﺱ ﺗﻘﻨﻴﺔ ﺣﻮﺳﺒﺔ ﺍﳌﺰﻭﺩ‪ /‬ﺍﻟﺰﺑﻮﻥ‪:‬‬
‫ﻳﺘﺄﻟﻒ ﻫﺬﺍ ﺍﻟﻨﻈﺎﻡ )‪ (client /server‬ﻣﻦ ﺍﻟﺰﺑﻮﻥ ) ‪client‬ﻭﺍﳌﺰﻭﺩ ﺍﻟﺬﻳﻦ ﻳﺮﺗﺒﻄﺎﻥ ﻣﻦ ﺧﻼﻝ ﺷﺒﻜﺔ‬
‫)‪ (Network‬ﻭﺑﺮﻧﺎﻣﺞ ﺧﺎﺹ) ‪(Special Software‬ﻳﺴﺎﻋﺪ ﺍﻟﺰﺑﻮﻥ ﻭﺍﳌﺰﻭﺩ ﻋﻠﻰ ﺗﺒﺎﺩﻝ ﺍﻻﺗﺼﺎﻝ ﺑﻴﻨﻬﻢ‪،‬‬
‫ﺍﻟﺰﺑﻮﻥ ﻫﻮ ﺣﺎﺳﻮﺏ ﻳﻄﻠﺐ ﺍﳋﺪﻣﺔ )‪ (Service‬ﻣﻦ ﺣﺎﺳﻮﺏ ﺃﺧﺮ ﻳﺴﻤﻰ ﰲ ﺑﻌﺾ ﺍﻷﺣﻴﺎﻥ ﺑﺎﺳﻢ ﺍﳋﺎﺩﻡ‬
‫)‪ ،(SERVEUR‬ﺍﳌﺰﻭﺩ ﺃﻭ ﺍﳋﺎﺩﻡ ﻫﻮ ﺣﺎﺳﻮﺏ ﻳﻘﻮﻡ ﺑﺘﺠﻬﻴﺰ ﺍﳋﺪﻣﺔ ﺍﳌﻄﻠﻮﺑﺔ ﻟﻠﺰﺑﻮﻥ ﲢﺖ ﻇﺮﻭﻑ ﳏﺪﺩﺓ‬
‫ﻣﺴﺒﻘﺎ ‪.‬‬
‫ﻭﺑﻔﻀﻞ ﻫﺪﺍ ﺍﻟﻨﻈﺎﻡ ﳝﻜﻦ ﺗﻨﻔﻴﺬ ﺃﻧﻮﺍﻉ ﳐﺘﻠﻔﺔ ﻣﻦ ﺍﻷﻧﺸﻄﺔ ﺑﺴﺮﻋﺔ ﻭ ﻣﺮﻭﻧﺔ ﻣﺜﻞ ﺍﻟﱪﻧﺎﻣﺞ ﺍﳌﺎﱄ ﺍﻟﺬﻱ ﻳﺴﻤﺢ ﻟﻌﻤﻼﺀ‬
‫ﺍﳌﺼﺮﻑ ﺍﻟﺪﺧﻮﻝ ﺇﱃ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﳋﺎﺻﺔ ﲝﺴﺎﺑﺎ‪‬ﻢ ﻣﻦ ﺑﻴﻮ‪‬ﻢ ـﺄﻭ ﻣﻦ ﻣﻜﺎﺗﺒﻬﻢ ﺍﻟﱵ ﻳﻮﺟﺪ ﻓﻴﻬﺎ ﺣﺎﺳﻮﺏ ﺷﺨﺼﻲ‬
‫‪ PC‬ﻳﺮﺗﺒﻂ ﲝﺎﺳﻮﺏ ﺍﳌﺼﺮﻑ )ﺍﳌﺰﻭﺩ( ﻋﱪ ﺍﻟﺸﺒﻜﺔ ‪.‬‬
‫‪-‬ﲢﻮﻝ ﺍﳌﻨﻈﻤﺎﺕ ﻣﻦ ﺍﳍﻴﺎﻛﻞ ﺍﳌﺮﻛﺰﻳﺔ ﺇﱃ ﺍﳍﻴﺎﻛﻞ ﺍﳌﺮﻧﺔ ﺍﻟﺒﻴﺌﻴﺔ‪:‬‬
‫ﻛﺎﻥ ﻣﻦ ﻧﺘﺎﺋﺞ ﺗﻄﺒﻴﻖ ﻧﻈﻢ ﻭﺗﻘﻨﻴﺎﺕ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﺣﺪﻭﺙ ﺗﻐﻴﲑ ﺟﻮﻫﺮﻱ ﰲ ﺑﻴﺌﺎﺕ ﻣﻨﻈﻤﺎﺕ ﺍﻷﻋﻤﺎﻝ ﻭﻟﻘﺪ‬
‫ﲢﻮﻟﺖ ﻫﺬﻩ ﺍﳌﻨﻈﻤﺎﺕ ﻣﻊ ﺑﺰﻭﻍ ﻓﺠﺮ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻣﻦ ﺍﳌﺮﻛﺰﻳﺔ ﺍﻟﻮﻇﻴﻔﻴﺔ ﺇﱃ ﺍﻟﻼﻣﺮﻛﺰﻳﺔ ﺍﻟﻮﻇﻴﻔﻴﺔ ﺇﱃ ﺍﳍﻴﺎﻛﻞ‬
‫ﺍﻟﺘﻨﻈﻴﻤﻴﺔ ﺍﳌﺮﻧﺔ ﻭﺍﻟﺘﻜﻨﻮﻟﻮﺟﻴﺔ ﺍﳌﺴﺘﻨﺪﺓ ﺇﱃ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻻ ﺍﻷﺣﻜﺎﻡ ‪ ،‬ﻭﻋﻤﻞ ﺍﻟﻔﺮﻳﻖ ﻻ ﻋﻤﻞ ﺍﻟﻔﺮﺩ ﻣﻬﻤﺎ ﺑﻠﻎ ﻧﺒﻮﻏﻪ‬
‫ﻭﺧﱪﺗﻪ‪.‬‬
‫‪-‬ﺍﻻﻧﺘﻘﺎﻝ ﻣﻦ ﻣﻔﻬﻮﻡ ﺍﳌﻴﺰﺓ ﺍﻟﻨﺴﺒﻴﺔ ﺇﱃ ﻣﻔﻬﻮﻡ ﺍﳌﻴﺰﺓ ﺍﻟﺘﻨﺎﻓﺴﻴﺔ ﺍﳌﺆﻛﺪﺓ‪:‬‬
‫ﺗﺴﺘﻄﻴﻊ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﺃﻥ ﲢﻘﻖ ﺗﻜﺎﻣﻼ ﺷﺒﻜﻴﺎ ﺃﻣﺎﻣﻴﺎ ﻣﻊ ﺍﳌﺸﺘﺮﻳﻦ ﻭﺗﻜﺎﻣﻼ ﺷﺒﻜﻴﺎ ﺧﻠﻔﻴﺎ ﻣﻊ ﺍﳌﻮﺭﺩﻳﻦ‬
‫ﺑﺎﻹﺿﺎﻓﺔ ﺇﱃ ﻗﺪﺭﺍﺕ ﺍﻟﻌﻤﻞ ﻣﻊ ﺍﳌﻨﺎﻓﺴﲔ ﺍﳊﺎﻟﻴﲔ ﻭﺍﳉﺪﺩ‪ ،‬ﻣﻦ ﺧﻼﻝ ﺷﺒﻜﺎ‪‬ﺎ ﻭﻧﻈﻤﻬﺎ ﻭﻣﺎ ﺗﺘﻴﺤﻪ ﻣﻦ ﺃﺩﻭﺍﺕ ﺗﻘﻨﻴﺔ‬
‫ﻟﻠﺘﺤﻠﻴﻞ ﻭﺇﻧﺘﺎﺝ ﺍﻟﻘﻴﻤﺔ ﺍﳌﻀﺎﻓﺔ ﻟﻠﻤﻨﻈﻤﺔ‪.‬‬
‫ﺍﻟﻔﺮﻉ ﺍﳋﺎﻣﺲ‪ :‬ﺍﳌﻘﺎﺭﻧﺔ ﺑﲔ ﺍﻹﺩﺍﺭﺓ ﺍﻟﺘﻘﻠﻴﺪﻳﺔ ﻭﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‬

‫‪10‬‬
 ‫ﺃﺒﺤﺎﺙ ﺍﻝﻤﻠﺘﻘﻰ ﺍﻝﻭﻁﻨﻲ ﺤﻭل‪ :‬ﺠﻭﺩﺓ ﺍﻝﺨﺩﻤﺎﺕ ﻓﻲ ﻅل ﺍﻝﺘﺤﻭل ﺍﻝﺭﻗﻤﻲ ﻭﺍﻹﺩﺍﺭﺓ‬
‫‪ISBN : 999-999-99-99‬‬ ‫ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﺠﺯﺍﺌﺭﻴﺔ ﺭﻫﺎﻨﺎﺕ ﻭﺘﺤﺩﻴﺎﺕ‬
‫ﺘﻘﻴﻴﻡ ﺍﻝﻭﺍﻗﻊ ﻭﺍﺴﺘﺸﺭﺍﻑ ﺍﻝﻭﺍﻗﻊ‬

‫ﺇﻥ ﺃﻭﺟﻪ ﺍﻟﻔﺮﻭﻗﺎﺕ ﺑﲔ ﺍﻹﺩﺍﺭﺓ ﺍﻟﺘﻘﻠﻴﺪﻳﺔ ﻭﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ‪،‬ﻣﺎ ﻫﻲ ﺇﻻ ﻣﺰﺍﻳﺎ ﺗﻮﻓﺮﻫﺎ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‬
‫ﰲ ﺣﲔ ﺗﻔﺘﻘﺪﻫﺎ ﻧﻈﲑ‪‬ﺎ ﺍﻟﺘﻘﻠﻴﺪﻳﺔ‪ ،‬ﳑﺎ ﻳﺆﺛﺮ ﺳﻠﺒﺎ ﰲ ﺃﺩﺍﺋﻬﺎ ﻭﻓﻌﺎﻟﻴﺔ ﺩﻭﺍﺋﺮﻫﺎ‪ ،‬ﻭﳝﻜﻨﻨﺎ ﺍﻟﻮﻗﻮﻑ ﻋﻠﻰ ﺍﺑﺮﺯ ﺍﻟﻔﻮﺍﺭﻕ ﺑﲔ‬
‫ﺍﻹﺩﺍﺭﺗﲔ ﰲ ﺍﻟﻨﻘﺎﻁ ﺍﻟﺘﺎﻟﻴﺔ ‪:‬‬

‫ﺍﻝﺠﺩﻭل ﺭﻗﻡ )‪ :(01‬ﺍﻝﻤﻘﺎﺭﻨﺔ ﺒﻴﻥ ﺍﻹﺩﺍﺭﺓ ﺍﻝﺘﻘﻠﻴﺩﻴﺔ ﻭ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺔ‬

‫ﺍﻹﺩﺍﺭﺓ ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﺍﻹﺩﺍﺭﺓ ﺍﻝﺘﻘﻠﻴﺩﻴﺔ‬ ‫ﺃﺴﺱ ﺍﻝﻤﻘﺎﺭﻨﺔ‬

‫ﺘﻌﺘﻤﺩ ﻋﻠﻰ ﺍﻝﻭﺴﺎﺌل ﺍﻝﺤﺩﻴﺜﺔ ﻤﺜل ﺍﻝﺸﺒﻜﺎﺕ‬ ‫ﺘﻌﺘﻤﺩ ﻋﻠﻰ ﺍﻝﻭﺴﺎﺌل ﺍﻝﺘﻘﻠﻴﺩﻴﺔ ﻹﺠﺭﺍﺀ ﺍﻻﺘﺼﺎﻻﺕ‬ ‫ﺍﻝﻭﺴﺎﺌل ﺍﻝﻤﺴﺘﺨﺩﻤﺔ ﻋﻨﺩ ﺍﻝﺘﻌﺎﻤل ﺒﻴﻥ‬
‫ﺒﻴﻥ ﺃﻁﺭﺍﻑ ﺍﻝﺘﻌﺎﻤل‬ ‫ﺍﻷﻁﺭﺍﻑ‬

‫ﺍﻝﻜﺘﺭﻭﻨﻴﺔ‬ ‫ﻭﺭﻗﻴﺔ‬ ‫ﻨﻭﻋﻴﺔ ﺍﻝﻭﺜﺎﺌﻕ ﺍﻝﻤﺴﺘﺨﺩﻤﺔ‬

‫ﻋﺩﻡ ﻭﺠﻭﺩ ﻋﻼﻗﺔ ﻤﺒﺎﺸﺭﺓ ﺒﻴﻥ ﺃﻁﺭﺍﻑ ﺍﻝﺘﻌﺎﻤل ) ﻴﻤﻜﻥ ﺃﻥ ﻴﺘﻌﺎﻁﻰ ﻤﺭﺍﺠﻊ‬ ‫ﺘﻜﻭﻥ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺃﻁﺭﺍﻑ ﺍﻝﺘﻌﺎﻤل ﻤﺒﺎﺸﺭﺓ‬ ‫ﻁﺒﻴﻌﺔ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺃﻁﺭﺍﻑ ﺍﻝﺘﻔﺎﻋل‬
‫ﺍﻹﺩﺍﺭﺓ ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺔ ﻤﻊ ﺒﺭﻨﺎﻤﺞ ﺤﺎﺴﻭﺒﻲ ﻨﻅﻤﺕ ﺨﻼﻝﻪ ﻋﻤﻠﻴﺎﺕ ﺩﻗﻴﻘﺔ‬
‫ﻤﺤﺩﺩﺓ ﻴﻨﻔﺫﻫﺎ ﺍﻝﻤﺭﺍﺠﻊ ﻋﺒﺭ ﻗﺎﺌﻤﺔ ﻤﻥ ﺍﻷﻭﺍﻤﺭ ﺍﻝﺘﻲ ﻴﻘﻭﻡ‬

‫‪11‬‬
 ‫ﺩ‪/‬ﻣﻮﻻﻱ ﺧﻠﻴﻞ‬ ‫ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪ -‬ﺍﳌﻔﻬﻮﻡ ﻭ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻄﺒﻴﻖ‬
‫ﺃ‪.‬ﺩ‪/‬ﻋﻤﺎﺭ ﻃﻬﺮﺍﺕ‬

‫ﻴﺘﺴﻡ ﺒﺎﻝﺴﺭﻋﺔ‪ ،‬ﺍﺫ ﻴﻤﻜﻨﻬﺎ ﺍﺴﺘﻘﺒﺎل ﺁﻻﻑ ﺍﻝﻁﻠﺒﺎﺕ ﺍﻭ ﺍﻝﺭﺴﺎﺌل ﻓﻲ ﻭﻗﺕ‬ ‫ﻴﺘﺴﻡ ﺒﺎﻝﺒﻁﺀ ﺍﻝﻨﺴﺒﻲ‬ ‫ﻁﺒﻴﻌﺔ ﺍﻝﺘﻔﺎﻋل ﻭ ﺴﺭﻋﺘﻪ ﺒﻴﻥ ﺃﻁﺭﺍﻑ‬
‫ﻭﺍﺤﺩ ﻭ ﺍﻝﺭﺩ ﻋﻠﻴﻬﺎ ﺒﺴﺭﻋﺔ ﻓﺎﺌﻘﺔ‬ ‫ﺍﻝﺘﻌﺎﻤل‬

‫ﺃﺼﺒﺢ ﻤﻠﻑ ﺍﻝﻜﺘﺭﻭﻨﻲ ﻴﻀﻡ ﺍﻝﻤﻌﺎﻤﻠﺔ ﻀﻤﻥ ﻤﺤﺘﻭﻴﺎﺘﻬﺎ ﻭ ﻓﻲ ﻤﺄﻤﻥ ﻤﻥ‬ ‫ﻜﺜﻴﺭ ﻤﻥ ﺍﻝﻤﻌﺎﻤﻼﺕ ﺍﻝﻭﺭﻗﻴﺔ ﺘﺘﻌﺭﺽ ﻝﻠﺘﻠﻑ‬ ‫ﺍﻝﺤﻔﻅ‬
‫ﺍﻝﺘﻠﻑ ﻭ ﺍﻝﺘﻘﺎﺩﻡ‬

‫ﺘﻘﻠل ﻤﻥ ﻤﺸﻜﻠﺔ ﺍﻝﻀﻴﺎﻉ ﻝﻭ ﺘﻤﺕ ﺒﺸﻜل ﺍﻝﻜﺘﺭﻭﻨﻲ‪.‬‬ ‫ﻴﺘﻌﺭﺽ ﺍﻝﻤﺘﻌﺎﻤﻠﻭﻥ ﻓﻲ ﻫﺫﻩ ﺍﻹﺩﺍﺭﺓ ﻝﻤﺸﻜﻠﺔ‬ ‫ﺍﻝﻀﻴﺎﻉ‬
‫ﺍﺤﺘﻤﺎل ﻀﻴﺎﻉ ﻤﻌﺎﻤﻼﺘﻬﻡ ﺒﻴﻥ ﺃﻜﺩﺍﺱ ﻤﻥ‬
‫ﺍﻝﻤﻌﺎﻤﻼﺕ ﺍﻝﺘﻲ ﺭﺒﻤﺎ ﻤﺼﻴﺭﻫﺎ ﺍﻝﻀﻴﺎﻉ‬

‫ﺇﺫﺍ ﻜﺎﻥ ﺒﺎﻝﻁﺭﻴﻘﺔ ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺔ ﺴﻴﻜﻭﻥ ﺍﻝﻭﺼﻭل ﺍﻝﻴﻪ ﻭ ﺍﺴﺘﺭﺠﺎﻋﻪ ﺴﻬل ﻭ‬ ‫ﺒﺴﺒﺏ ﻜﺜﺭﺓ ﺍﻝﻤﻌﺎﻤﻼﺕ ﺍﻝﻭﺭﻗﻴﺔ ﻓﺎﻷﻤﺭ ﺒﺎﻝﻎ‬ ‫ﺍﻻﺴﺘﺭﺠﺎﻉ‬
‫ﺫﻝﻙ ﻝﻭﺠﻭﺩ ﻗﺎﻋﺩﺓ ﺒﻴﺎﻨﺎﺕ ﻀﺨﻤﺔ‬ ‫ﺍﻝﺼﻌﻭﺒﺔ ﻝﻠﻭﺼﻭل ﺇﻝﻰ ﺍﻝﻤﻠﻔﺎﺕ ﻝﻠﺤﺼﻭل ﻋﻠﻰ‬
‫ﺍﻝﻤﻌﻠﻭﻤﺔ ﻨﻅﺭﺍ ﺇﻝﻰ ﺘﻜﺩﺱ ﺍﻝﻤﻠﻔﺎﺕ )ﺍﻷﺭﺸﻴﻑ(‪.‬‬

‫ﺃﻜﺜﺭ ﺃﻤﻨﻴﺔ ﻭ ﺫﻝﻙ ﻝﺘﻭﻓﺭ ﺃﻤﻨﻴﺔ ﻝﻠﺸﺒﻜﺎﺕ ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺔ ﺒﺒﺭﺍﻤﺞ ﺤﻤﺎﻴﺔ ﺘﻀﻤﻥ‬ ‫ﺍﻗل ﺃﻤﻨﻴﺔ ﻭ ﻗﺎﺒﻠﺔ ﻝﻠﺘﺩﺨل ﺍﻝﺒﺸﺭﻱ‬ ‫ﺍﻝﺤﻤﺎﻴﺔ‬
‫ﻋﺩﻡ ﺘﻤﻜﻥ ﺍﺤﺩ ﻤﻥ ﺍﻝﺩﺨﻭل ﺇﻝﻴﻬﺎ ﻭ ﺍﻝﺘﻼﻋﺏ ﻓﻲ ﻤﻠﻔﺎﺘﻬﺎ ﻤﻥ ﺇﻀﺎﻓﺔ ﺃﻭ‬
‫ﺤﺫﻑ‬

‫ﺍﻗﺘﺼﺎﺩﻴﺔ ﻋﻠﻰ ﺍﻝﻤﺩﻯ ﺍﻝﺒﻌﻴﺩ‬ ‫ﻤﻜﻠﻔﺔ ﻋﻠﻰ ﺍﻝﻤﺩﻯ ﺍﻝﺒﻌﻴﺩ‬ ‫ﺍﻝﺘﻜﻠﻔﺔ‬

‫ﺠﻭﺩﺓ ﻋﺎﻝﻴﺔ ﺠﺩﺍ‬ ‫ﺠﻭﺩﺓ ﺍﻗل‬ ‫ﺍﻝﺠﻭﺩﺓ‬

‫ﺍﺴﺘﺨﺩﺍﻡ ﺍﻝﺘﻘﻨﻴﺔ ﻓﻲ ﺘﺤﻘﻴﻕ ﺍﻷﻫﺩﺍﻑ‬ ‫ﺘﻌﺘﻤﺩ ﻋﻠﻰ ﺍﺴﺘﻐﻼل ﺍﻤﺜل ﻝﻺﻤﻜﺎﻨﻴﺎﺕ ﺍﻝﻤﺎﺩﻴﺔ ﻭ‬ ‫ﻤﺩﻯ ﺍﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﺍﻹﻤﻜﺎﻨﻴﺎﺕ ﺍﻝﻤﺎﺩﻴﺔ‬
‫ﺍﻝﺒﺸﺭﻴﺔ ﻓﻲ ﺘﺤﻘﻴﻕ ﺍﻷﻫﺩﺍﻑ‬ ‫ﻭ ﺍﻝﺒﺸﺭﻴﺔ‬

‫ﻴﺴﺘﻤﺭ ﺍﻝﻌﻤل ﻝﻤﺩﺓ ﺴﺒﻌﺔ ﺃﻴﺎﻡ ﻓﻲ ﺍﻷﺴﺒﻭﻉ ﻭ ‪ 24‬ﺴﺎﻋﺔ ﻴﻭﻤﻴﺎ )ﺒﻼ ﺯﻤﺎﻥ(‬ ‫ﺘﻤﻨﺢ ﺍﻷﻓﺭﺍﺩ ﺨﺩﻤﺎﺕ ﻁﻴﻠﺔ ﺃﻴﺎﻡ ﺍﻝﻌﻤل ﺍﻝﺭﺴﻤﻴﺔ‬ ‫ﻨﻁﺎﻕ ﺨﺩﻤﺔ ﺍﻝﻌﻤﻼﺀ‬
‫ﻭﻓﻘﺎ ﻝﻤﻭﺍﻋﻴﺩ ﻋﻤل ﺍﻝﻤﻨﻅﻤﺔ )ﺯﻤﻥ ﻤﺤﺩﺩ(‬

‫ﺘﻌﺘﻤﺩ ﻋﻠﻰ ﺍﻻﻨﻔﺘﺎﺡ ﻭ ﺍﻝﺸﻔﺎﻓﻴﺔ ﻭ ﺍﻝﺘﺤﺎﻝﻔﺎﺕ ﺍﻹﺴﺘﺭﺍﺘﻴﺠﻴﺔ‬ ‫ﺘﻌﺘﻤﺩ ﻋﻠﻰ ﺍﻝﻬﺭﻤﻴﺔ ﻭ ﺍﻝﺴﺭﻴﺔ ﺃﺴﻠﻭﺒﺎ ﻭ ﻤﻨﻬﺠﺎ‬ ‫ﺍﻟﺘﻨﻈﻴﻢ‬

‫ﺍﳌﺼﺪﺭ‪:‬ﻣﻦ ﺇﻋﺪﺍﺩ ﺍﻟﺒﺎﺣﺚ ﺍﻋﺘﻤﺎﺩﺍ ﻋﻠﻰ‪ :‬ﺣﺴﲔ ﳏﻤﺪ ﺍﳊﺴﻦ‪ ،‬ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ‪ e-Management‬ﺍﳌﻔﺎﻫﻴﻢ ‪-‬‬
‫ﺍﳋﺼﺎﺋﺺ ‪-‬ﺍﳌﺘﻄﻠﺒﺎﺕ‪ ،‬ﻣﺆﺳﺴﺔ ﺍﻟﻮﺭﺍﻕ ﻟﻠﻨﺸﺮ ﻭﺍﻟﺘﻮﺯﻳﻊ‪ ،‬ﻋﻤﺎﻥ ﺍﻷﺭﺩﻥ ‪ ،2010‬ﺹ ﺹ ‪47-45‬‬

‫ﺹ ‪14‬‬ ‫‪ -‬ﻣﺼﻄﻔﻰ ﺍﻟﻘﺼﻴﻤﻲ ﻭ ﺳﻬﻢ ﺣﺎﺯﻡ ﳒﻴﺐ ﻃﻮﺑﻴﺎ ‪ ، ،‬ﻣﺮﺟﻊ ﺳﺒﻖ ﺫﻛﺮﻩ ‪،‬‬

‫‪ -‬ﺯﺭﻭﻗﻲ ﻧﺴﺮﻳﻦ ‪ ،‬ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻛﺄﺣﺪ ﺍﻓﺮﺍﺯﺍﺕ ﻋﺎﱂ ﺍﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎ ﺍﻻﻧﺘﺮﻧﺖ ﻭ ﺍﻟﺘﺠﺎﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪ ،‬ﳎﻠﺔ ﺍﻻﻗﺘﺼﺎﺩ ﺍﳉﺪﻳﺪ‪،‬‬
‫ﺟﺎﻣﻌﺔ ﲬﻴﺲ ﻣﻠﻴﺎﻧﺔ ‪ ،‬ﺍﻟﻌﺪﺩ ﺭﻗﻢ ‪ ، 2‬ﺟﺎﻣﻌﺔ ﲬﻴﺲ ﻣﻠﻴﺎﻧﺔ‪ ،‬ﺹ ‪.244 229‬‬

‫‪ .3‬ﻣﺘﻄﻠﺒﺎﺕ ﻭ ﺧﻄﻮﺍﺕ ﺍﻟﺘﺤﻮﻝ ﻟﺘﻄﺒﻴﻖ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‬

‫‪12‬‬
 ‫ﺃﺒﺤﺎﺙ ﺍﻝﻤﻠﺘﻘﻰ ﺍﻝﻭﻁﻨﻲ ﺤﻭل‪ :‬ﺠﻭﺩﺓ ﺍﻝﺨﺩﻤﺎﺕ ﻓﻲ ﻅل ﺍﻝﺘﺤﻭل ﺍﻝﺭﻗﻤﻲ ﻭﺍﻹﺩﺍﺭﺓ‬
‫‪ISBN : 999-999-99-99‬‬ ‫ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﺠﺯﺍﺌﺭﻴﺔ ﺭﻫﺎﻨﺎﺕ ﻭﺘﺤﺩﻴﺎﺕ‬
‫ﺘﻘﻴﻴﻡ ﺍﻝﻭﺍﻗﻊ ﻭﺍﺴﺘﺸﺭﺍﻑ ﺍﻝﻭﺍﻗﻊ‬

‫‪1‬‬
‫‪ .1.3‬ﺧﻄﻮﺍﺕ ﺍﻟﺘﺤﻮﻝ ﺇﱃ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‬
‫ﺃﻭﻻ‪ :‬ﺇﻋﺪﺍﺩ ﺍﻟﺪﺭﺍﺳﺔ ﺍﻷﻭﻟﻴﺔ‬
‫ﻹﻋﺪﺍﺩ ﺍﻟﺪﺭﺍﺳﺔ ﺍﻷﻭﻟﻴﺔ ﻻﺑﺪ ﻣﻦ ﺗﺸﻜﻴﻞ ﻓﺮﻳﻖ ﻋﻤﻞ‪ ،‬ﻳﻀﻢ ﺑﻌﻀﻮﻳﺘﻪ ﻣﺘﺨﺼﺼﲔ ﰲ ﺍﻹﺩﺍﺭﺓ‪ ،‬ﻭ ﺍﳌﻌﻠﻮﻣﺎﺗﻴﺔ ‪‬ﺪﻑ‬
‫ﺍﻟﺘﻌﺮﻑ ﻋﻠﻰ ﻭﺍﻗﻊ ﺣﺎﻝ ﺍﻹﺩﺍﺭﺓ ﻣﻦ ﺗﻘﻨﻴﺎﺕ ﺍﳌﻌﻠﻮﻣﺎﺕ‪ ،‬ﻭﲢﺪﻳﺪ ﺍﻟﺒﺪﺍﺋﻞ ﺍﳌﺨﺘﻠﻔﺔ‪ ،‬ﻭﺟﻌﻞ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﻋﻠﻰ ﺑﻴﻨﺔ ﻣﻦ‬
‫ﻛﻞ ﺍﻟﻨﻮﺍﺣﻲ ﺍﳌﺎﻟﻴﺔ ﻭﺍﻟﻔﻨﻴﺔ ﻭﺍﻟﺒﺸﺮﻳﺔ ﺣﻴﺚ ﻳﺼﻞ ﺍﻟﻔﺮﻳﻖ ﺇﱃ ﻭﺍﺣﺪ ﺃﻭ ﺃﻛﺜﺮ ﻣﻦ ﺍﻟﻘﺮﺍﺭﺍﺕ ﺍﻵﺗﻴﺔ ‪:‬‬
‫‪ -‬ﲢﺘﺎﺝ ﺍﻹﺩﺍﺭﺓ ﺇﱃ ﺗﻄﺒﻴﻖ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ‪.‬‬
‫‪ -‬ﻭﺟﻮﺩ ﺗﻜﻨﻮﻟﻮﺟﻴﺎ ﻣﻌﻠﻮﻣﺎﺕ ﺳﺎﺑﻘﺔ‪ ،‬ﻭﻟﻜﻨﻬﺎ ﲢﺘﺎﺝ ﺇﱃ ﺗﻄﻮﻳﺮ‪.‬‬
‫‪ -‬ﻫﻨﺎﻙ ﺍﻧﺴﺠﺎﻡ ﻣﻊ ﺃﺧﺮ ﺍﻟﺘﻄﻮﺭﺍﺕ ﺍﳊﺪﻳﺜﺔ ﻭﺍﺳﺘﺨﺪﺍﻡ ﺗﻜﻨﻮﻟﻮﺟﻴﺎ ﻣﻌﻠﻮﻣﺎﺕ ﻣﺘﻄﻮﺭﺓ ﻟﻐﺮﺽ ﺗﻄﺒﻴﻖ ﺍﻹﺩﺍﺭﺓ‬
‫ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪.‬‬
‫‪ -‬ﻋﺪﻡ ﺍﳊﺎﺟﺔ ﺇﱃ ﺗﻄﺒﻴﻖ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪ ،‬ﻷ‪‬ﺎ ﻏﲑ ﺍﻗﺘﺼﺎﺩﻳﺔ‪.‬‬
‫ﺛﺎﻧﻴﺎ‪ :‬ﻭﺿﻊ ﺧﻄﺔ ﺗﻨﻔﻴﺬ‬
‫ﻋﻨﺪ ﺇﻗﺮﺍﺭ ﺗﻮﺻﻴﺔ ﺍﻟﻔﺮﻳﻖ ﻣﻦ ﻗﺒﻞ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﰲ ﺗﻄﺒﻴﻖ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﰲ ﺍﳌﻨﻈﻤﺔ‪ ،‬ﻻﺑﺪ ﻣﻦ ﺇﻋﺪﺍﺩ ﺧﻄﺔ‬
‫ﻣﺘﻜﺎﻣﻠﺔ ﻭ ﻣﻔﺼﻠﺔ ﻟﻜﻞ ﻣﺮﺣﻠﺔ ﻣﻦ ﻣﺮﺍﺣﻞ ﺍﻟﺘﻨﻔﻴﺬ‪.‬‬
‫ﺛﺎﻟﺜﺎ‪ :‬ﲢﺪﻳﺪ ﺍﳌﺼﺎﺩﺭ‬
‫ﻻﺑﺪ ﻣﻦ ﲢﺪﻳﺪ ﺍﳌﺼﺎﺩﺭ ﺍﻟﱵ ﺗﺪﻋﻢ ﺍﳋﻄﺔ ﺑﺸﻜﻞ ﳏﺪﺩ ﻭ ﻭﺍﺿﺢ ﻭﻣﻦ ﻫﺬﻩ ﺍﳌﺼﺎﺩﺭ‪:‬‬
‫ﺃ‪ -‬ﺍﻟﻜﻮﺍﺩﺭ ﺍﻟﺒﺸﺮﻳﺔ ﺍﻟﱵ ﲢﺘﺎﺟﻬﺎ ﺍﳋﻄﺔ ﻟﻐﺮﺽ ﺍﻟﺘﻨﻔﻴﺬ‪.‬‬
‫ﺏ‪ -‬ﺍﻷﺟﻬﺰﺓ ﻭﺍﳌﻌﺪﺍﺕ ﻭﺍﻟﱪﳎﻴﺎﺕ ﺍﳌﻄﻠﻮﺑﺔ‪.‬‬
‫ﺭﺍﺑﻌﺎ‪ :‬ﲢﺪﻳﺪ ﺍﳌﺴﺆﻭﻟﻴﺔ‬
‫ﺇﻥ ﺗﻨﻔﻴﺬ ﺍﳋﻄﺔ ﻳﺘﻄﻠﺐ ﲢﺪﻳﺪ ﺍﳉﻬﺎﺕ ﺍﻟﱵ ﺳﻮﻑ ﺗﻘﻮﻡ ﺑﺘﻨﻔﻴﺬﻫﺎ ﻭﲤﻮﻳﻠﻬﺎ ﺑﺸﻜﻞ ﻭﺍﺿﺢ ﺿﻤﻦ ﺍﻟﻮﻗﺖ ﺍﶈﺪﺩ ﰲ‬
‫ﺍﳋﻄﺔ‪ ،‬ﻭﺍﻟﻜﻠﻒ ﺍﳌﺮﺻﻮﺩ ﺇﻟﻴﻬﺎ ‪.‬‬
‫ﺧﺎﻣﺴﺎ‪ :‬ﻣﺘﺎﺑﻌﺔ ﺍﻟﺘﻨﻔﻴﺬ‬
‫ﻧﻈﺮﺍ ﻟﻠﺘﻄﻮﺭ ﺍﻟﺴﺮﻳﻊ ﰲ ﳎﺎﻝ ﺗﻘﻨﻴﺎﺕ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﻹﺩﺍﺭﻳﺔ‪ ،‬ﻭﻟﻐﺮﺽ ﻣﻮﺍﻛﺒﺔ ﺃﺧﺮ ﺍﻻﺑﺘﻜﺎﺭﺍﺕ ﰲ ﻫﺬﺍ ﺍ‪‬ﺎﻝ‪ ،‬ﻓﺎﻥ‬
‫ﻫﻨﺎﻙ ﻣﺴﺆﻭﻟﻴﺔ ﻣﻀﺎﻋﻔﺔ ﻋﻨﺪ ﺗﻨﻔﻴﺬ ﺍﳋﻄﺔ‪ ،‬ﻭﻫﻮ ﺍﻟﻌﻤﻞ ﻋﻠﻰ ﺍﳊﺼﻮﻝ ﻋﻠﻰ ﺃﺧﺮ ﻫﺬﻩ ﺍﻻﺑﺘﻜﺎﺭﺍﺕ ﰲ ﻛﺎﻓﺔ ﻋﻨﺎﺻﺮ‬
‫ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻣﻦ ﺍﺗﺼﺎﻻﺕ ﻭﺃﺟﻬﺰﺓ‪ ،‬ﺑﺮﳎﻴﺎﺕ‪ ،‬ﻭﻏﲑﻫﺎ ﻣﻦ ﺍﻟﻌﻨﺎﺻﺮ ﺍﻟﱵ ﳍﺎ ﻋﻼﻗﺔ ﰲ ﺗﻄﺒﻴﻖ ﺍﻹﺩﺍﺭﺓ‬
‫ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪ ،‬ﻭﳝﻜﻦ ﺇﻳﻀﺎﺡ ﻫﺬﻩ ﺍﳋﻄﻮﺍﺕ ﺧﻼﻝ ﺍﻟﺸﻜﻞ ﺍﻷﰐ‪:‬‬

‫ﺍﻟﺸﻜﻞ ﺭﻗﻢ )‪ :(01‬ﺍﳋﻄﻮﺍﺕ ﺍﻟﺘﻤﻬﻴﺪﻳﺔ ﻟﻠﺘﺤﻮﻝ ﺇﱃ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‬

‫ن ‪ ،‬ا ردن ‪ 2009‬ص ص ‪102-101‬‬ ‫ر‬ ‫‪ ،‬دار وا ل‬ ‫رو‬ ‫‪ ،‬ا دارة ا‬ ‫د ا رزاق ا‬ ‫ء‬ ‫‪1‬‬

‫‪13‬‬
‫ﺩ‪/‬ﻣﻮﻻﻱ ﺧﻠﻴﻞ‬ ‫ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪ -‬ﺍﳌﻔﻬﻮﻡ ﻭ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻄﺒﻴﻖ‬
‫ﺃ‪.‬ﺩ‪/‬ﻋﻤﺎﺭ ﻃﻬﺮﺍﺕ‬

‫ا و‬ ‫ا درا‬

‫ا رار‬ ‫ﻻ ﲢﺘﺎﺝ‬ ‫و‪1‬ف‬

‫و ! جا‬ ‫و"ود ‪ #‬و و"‬
‫طو ر‬
‫ﺇﱃ ﺍﺩﺍﺭﺓ‬

‫ا'دارة ا‪ # %‬رو‬ ‫! جإ‬

‫و‪ *+‬ا )ط‬ ‫!د د ا ‪ ,‬در‬ ‫!د د‬ ‫‪ /‬ا دم‬

‫ا ؤو‬ ‫ا‬

‫ا'دارة ا‪ # %‬رو‬

‫ق ذ ره‪ ،‬ص ‪108‬‬ ‫‪ ،‬ر‬ ‫د ا رزاق ا‬ ‫ء‬ ‫در ‪:‬‬ ‫ا‬

‫‪ .2.3‬ﺧﻄﻮﺍﺕ ﺗﻨﻔﻴﺬ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‬

‫ﻳﺘﻄﻠﺐ ﺗﻨﻔﻴﺬ ﺗﻄﺒﻴﻖ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺍﻟﻘﻴﺎﻡ ﺑﺎﳋﻄﻮﺍﺕ ﺍﻟﺘﺎﻟﻴﺔ‪:‬‬
‫‪ -‬ﺣﺼﺮ ﺍﻟﻨﺸﺎﻃﺎﺕ ﻭﺍﳌﻌﺎﻣﻼﺕ ﺍﻟﺪﺍﺧﻠﻴﺔ ﻭﺍﳋﺎﺭﺟﻴﺔ ﻟﻠﻤﻨﻈﻤﺔ‬
‫‪ -‬ﲢﺪﻳﺪ ﺍﻹﺟﺮﺍﺀﺍﺕ ﺍﳋﺎﺻﺔ ﺑﻜﻞ ﻧﺸﺎﻁ ﺃﻭ ﻣﻌﺎﻣﻠﺔ‪.‬‬
‫‪ -‬ﺇﳚﺎﺩ ﺁﻟﻴﺔ ﺟﺪﻳﺪﺓ ﻟﺘﻨﻔﻴﺬ ﻫﺬﻩ ﺍﻹﺟﺮﺍﺀﺍﺕ ﺍﻟﻜﺘﺮﻭﻧﻴﺎ )ﺑﻨﺎﺀ ﻧﻈﺎﻡ ﻣﻌﻠﻮﻣﺎﺕ ﳍﺬﺍ ﺍﻟﻐﺮﺽ (‪.‬‬
‫‪ -‬ﺗﺪﺭﻳﺐ ﺍﳌﻮﻇﻔﲔ ﻋﻠﻰ ﺍﻵﻟﻴﺔ ﺍﳉﺪﻳﺪﺓ‪.‬‬

‫‪14‬‬
 ‫ﺃﺒﺤﺎﺙ ﺍﻝﻤﻠﺘﻘﻰ ﺍﻝﻭﻁﻨﻲ ﺤﻭل‪ :‬ﺠﻭﺩﺓ ﺍﻝﺨﺩﻤﺎﺕ ﻓﻲ ﻅل ﺍﻝﺘﺤﻭل ﺍﻝﺭﻗﻤﻲ ﻭﺍﻹﺩﺍﺭﺓ‬
‫‪ISBN : 999-999-99-99‬‬ ‫ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﺠﺯﺍﺌﺭﻴﺔ ﺭﻫﺎﻨﺎﺕ ﻭﺘﺤﺩﻴﺎﺕ‬
‫ﺘﻘﻴﻴﻡ ﺍﻝﻭﺍﻗﻊ ﻭﺍﺴﺘﺸﺭﺍﻑ ﺍﻝﻭﺍﻗﻊ‬

‫‪ -‬ﺇﺻﺪﺍﺭ ﺃﺩﻟﺔ ﺗﻮﺿﻴﺤﻴﺔ ﺧﺎﺻﺔ ﻟﻠﻤﻮﻇﻔﲔ ﻭﻛﺬﻟﻚ ﻣﻨﺸﻮﺭﺍﺕ ﻭﺃﺩﻟﺔ ﺧﺎﺻﺔ ﺑﺎﻟﻌﻤﻼﺀ‪.‬‬

‫ﻭﺍﻟﺸﻜﻞ ﺍﳌﻮﺍﱄ ﻳﻮﺿﺢ ﺃﺑﻌﺎﺩ ﺍﻟﺘﺤﻮﻝ ﺇﱃ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ‪:‬‬

‫ﺍﻟﺸﻜﻞ ﺭﻗﻢ )‪ : (02‬ﺃﺑﻌﺎﺩ ﺍﻟﺘﺤﻮﻝ ﺇﱃ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‬

‫ﺍﳌﺼﺪﺭ ‪ :‬ﺳﻌﺪ ﻏﺎﻟﺐ ‪ ،‬ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻭ ﺃﻓﺎﻕ ﺗﻄﺒﻴﻘﺎ‪‬ﺎ ﺍﻟﻌﺮﺑﻴﺔ ‪ ،‬ﻣﺮﺟﻊ ﺳﺒﻖ ﺫﻛﺮﻩ‪ ،‬ﺹ ‪222‬‬

‫‪ .3.3‬ﻣﺘﻄﻠﺒﺎﺕ ﺗﻄﺒﻴﻖ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‬

‫ﺇﻥ ﺍﻟﺘﺤﻮﻝ ﻣﻦ ﺍﻹﺩﺍﺭﺓ ﺍﻟﺘﻘﻠﻴﺪﻳﺔ ﺇﱃ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻳﺘﻄﻠﺐ ﺗﻮﻓﺮ ﺗﻮﻟﻴﻔﺔ ﻣﺘﻜﺎﻣﻠﺔ ﻣﻦ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﳉﻮﻫﺮﻳﺔ ﺑﻐﻴﺔ‬
‫ﺇﺧﺮﺍﺝ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﺇﱃ ﺣﻴﺰ ﺍﻟﻮﺍﻗﻊ ﺍﻟﻌﻤﻠﻲ‪.‬‬
‫‪ .1.3.3‬ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﺒﺸﺮﻳﺔ‬
‫ﻳﻌﺪ ﺍﻟﻌﻨﺼﺮ ﺍﻟﺒﺸﺮﻱ ﻣﻦ ﺃﻫﻢ ﺍﳌﻮﺍﺭﺩ ﺍﻟﱵ ﳝﻜﻦ ﺍﺳﺘﺜﻤﺎﺭﻫﺎ ﻟﺘﺤﻘﻴﻖ ﺍﻟﻨﺠﺎﺡ ﰲ ﺃﻱ ﻣﺆﺳﺴﺔ‪ ،‬ﻭﻟﻪ ﺃﳘﻴﺔ ﻛﺒﲑﺓ ﰲ‬
‫ﺗﻄﺒﻴﻖ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ‪ ،‬ﺣﻴﺚ ﳝﻜﻦ ﺗﻠﺨﻴﺺ ﺃﻫﻢ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﺒﺸﺮﻳﺔ ﻟﺘﻄﺒﻴﻖ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﰲ ﺍﻟﻨﻘﺎﻁ‬
‫‪21‬‬
‫ﺍﻟﺘﺎﻟﻴﺔ‪:‬‬
‫‪ −‬ﲢﺪﻳﺪ ﺍﻻﺣﺘﻴﺎﺟﺎﺕ ﺍﳊﺎﻟﻴﺔ ﻭﺍﳌﺴﺘﻘﺒﻠﻴﺔ ﻣﻦ ﺍﻷﻓﺮﺍﺩ ﺍﳌﺆﻫﻠﲔ ﰲ ﻧﻈﻢ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻭﺍﻟﱪﳎﻴﺎﺕ ﻭﺍﻟﻌﻤﻞ ﻋﻠﻰ‬
‫ﺍﻷﻧﺘﺮﻧﺖ؛‬
‫‪ −‬ﺍﺳﺘﻘﻄﺎﺏ ﺃﻓﻀﻞ ﺍﻷﻓﺮﺍﺩ ﺍﳌﺆﻫﻠﲔ ﰲ ﳎﺎﻻﺕ ﻧﻈﻢ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻭﺍﻟﱪﳎﻴﺎﺕ؛‬
‫‪ −‬ﺇﳚﺎﺩ ﻧﻈﻢ ﻓﻌﺎﻟﺔ ﻟﻠﻤﺤﺎﻓﻈﺔ ﻋﻠﻰ ﺍﻷﻓﺮﺍﺩ ﻭﺗﻄﻮﻳﺮﻫﻢ ﻭﲢﻔﻴﺰﻫﻢ؛‬
‫‪ −‬ﺍﻟﺘﻤﻜﲔ ﺍﻹﺩﺍﺭﻱ ﻟﻸﻓﺮﺍﺩ ﻣﻦ ﺃﺟﻞ ﺇﺗﺎﺣﺔ ﺍﻟﻔﺮﺻﺔ ﺃﻣﺎﻣﻬﻢ ﻟﻠﺘﻌﺎﻣﻞ ﺍﻟﺴﺮﻳﻊ ﻣﻊ ﺍﳌﺘﻐﲑﺍﺕ ﰲ ﺍﻟﺒﻴﺌﺔ ﺍﻟﺘﻜﻨﻮﻟﻮﺟﻴﺔ‪.‬‬
‫‪ .2.3.3‬ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﺴﻴﺎﺳﻴﺔ ﻭﺍﻹﺩﺍﺭﻳﺔ‬

‫‪15‬‬
 ‫ﺩ‪/‬ﻣﻮﻻﻱ ﺧﻠﻴﻞ‬ ‫ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪ -‬ﺍﳌﻔﻬﻮﻡ ﻭ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻄﺒﻴﻖ‬
‫ﺃ‪.‬ﺩ‪/‬ﻋﻤﺎﺭ ﻃﻬﺮﺍﺕ‬

‫ﺗﺘﻤﺜﻞ ﻓﻴﻤﺎ ﻳﻠﻲ‪:‬‬

‫‪-‬ﺗﻮﻓﺮ ﺍﻹﺭﺍﺩﺓ ﺍﻟﺴﻴﺎﺳﻴﺔ‪ :‬ﲝﻴﺚ ﻳﻜﻮﻥ ﻫﻨﺎﻙ ﻣﺴﺌﻮﻝ ﺃﻭ ﳉﻨﺔ ﳏﺪﺩﺓ ﺗﺘﻮﱃ ﺗﻄﺒﻴﻖ ﻫﺬﻩ ﺍﻹﺩﺍﺭﺓ ﻭﺗﻌﻤﻞ ﻋﻠﻰ ‪‬ﻴﺌﺔ‬
‫‪22‬‬
‫ﺍﻟﺒﻴﺌﺔ ﺍﻟﻼﺯﻣﺔ ﻭ ﺍﳌﻨﺎﺳﺒﺔ ﻟﻠﻌﻤﻞ ﻭ ﺗﺘﻮﱃ ﺍﻹﺷﺮﺍﻑ ﻋﻠﻰ ﺍﻟﺘﻄﺒﻴﻖ ﻭ ﺗﻘﻴﻴﻢ ﺍﳌﺴﺘﻮﻳﺎﺕ ﺍﻟﱵ ﻭﺻﻠﺖ ﺇﻟﻴﻬﺎ ﰲ ﺍﻟﺘﻨﻔﻴﺬ‪.‬‬
‫‪-‬ﻭﺿﻊ ﺍﻻﺳﺘﺮﺍﺗﻴﺠﻴﺎﺕ ﻭﺧﻄﻂ ﺍﻟﺘﺄﺳﻴﺲ‪ :‬ﻭﻳﺘﻄﻠﺐ ﺫﻟﻚ ﺗﺸﻜﻴﻞ ﻭﺣﺪﺓ ﺇﺩﺍﺭﻳﺔ ﳍﺎ ﻭﻇﺎﺋﻒ ﺍﻟﺘﺨﻄﻴﻂ‪ ،‬ﺍﳌﺘﺎﺑﻌﺔ‬
‫ﻭﺍﻟﺘﻨﻔﻴﺬ ﳌﺸﺮﻭﻉ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ‪ ،‬ﻣﻊ ﲣﺼﻴﺺ ﻣﺒﺎﻟﻎ ﻣﺎﻟﻴﺔ ﻛﺎﻓﻴﺔ ﻹﺟﺮﺍﺀ ﺍﻟﺘﺤﻮﻝ ﺍﳌﻄﻠﻮﺏ‪.‬‬
‫‪-‬ﺍﻟﻘﻴﺎﺩﺓ ﻭﺍﻟﺪﻋﻢ ﺍﻹﺩﺍﺭﻱ‪ :‬ﻣﻦ ﺃﻫﻢ ﺍﻟﻌﻮﺍﻣﻞ ﺍﳌﺆﺛﺮﺓ ﰲ ﺃﻱ ﻣﺸﺮﻭﻉ ﻛﺎﻥ ﻫﻮ ﺍﻟﻘﻴﺎﺩﺓ ﻭﻫﻮ ﺍﳌﻔﺘﺎﺡ ﺍﻟﺮﺋﻴﺴﻲ ﻟﻨﺠﺎﺡ‬
‫ﺃﻭ ﻓﺸﻞ ﺃﻱ ﻣﻨﻬﺎ‪ ،‬ﺇﺫ ﺃﻥ ﺩﻋﻢ ﺍﻹﺩﺍﺭﺓ ﻭﻗﺪﺭ‪‬ﺎ ﻋﻠﻰ ﺇﳚﺎﺩ ﺑﻴﺌﺔ ﻣﻨﺎﺳﺒﺔ ﻟﻠﻌﻤﻞ ﺗﻠﻌﺐ ﺩﻭﺭﺍ ﺭﺋﻴﺴﻴﺎ ﰲ ﳒﺎﺡ ﺃﻱ ﻋﻤﻞ‬
‫ﺃﻭ ﻓﺸﻠﻪ‪ ،‬ﻛﻤﺎ ﺃﻥ ﺍﻟﺘﺰﺍﻡ ﺍﻟﻘﻴﺎﺩﺓ ﻳﻌﺘﱪ ﺃﻣﺮﺍ ﺿﺮﻭﺭﻳﺎ ﻟﺪﻋﻢ ﻛﻞ ﻧﻘﻄﺔ ﻣﻦ ﻧﻘﺎﻁ ﺍﺳﺘﺮﺍﺗﻴﺠﻴﺎﺕ ﺍﳌﺆﺳﺴﺔ‪ ،‬ﻛﺬﻟﻚ ﻣﺘﺎﺑﻌﺔ‬
‫ﺍﻟﻘﻴﺎﺩﺓ ﻟﻠﻤﺸﺮﻭﻉ ﻭﺗﻘﺪﱘ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﳌﺮﺗﺪﺓ ﺳﻴﻀﻤﻦ ﳒﺎﺡ ﺍﳌﺸﺮﻭﻉ ﻭﺗﻄﻮﻳﺮﻩ‪ ،‬ﻛﻤﺎ ﺃﻥ ﻗﻨﺎﻋﺔ ﻭﺍﻫﺘﻤﺎﻡ ﻭﻣﺴﺎﻧﺪﺓ‬
‫ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﻟﺘﻄﺒﻴﻖ ﺗﻜﻨﻮﻟﻮﺟﻴﺎ ﺍﳌﻌﻠﻮﻣﺎﺕ ﰲ ﺍﳌﺆﺳﺴﺎﺕ ﻛﺎﻓﺔ ﻳﻌﺘﱪ ﺃﺣﺪ ﺍﻟﻌﻮﺍﻣﻞ ﺍﳊﺮﺟﺔ ﻭﺍﳌﺴﺎﻋﺪﺓ ﰲ ﲢﻘﻴﻖ ﳒﺎﺡ‬
‫‪23‬‬
‫ﺗﻄﺒﻴﻖ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ‪.‬‬
‫‪-‬ﻭﺿﻊ ﺍﻷﻃﺮ ﺍﻟﺘﺸﺮﻳﻌﻴﺔ ﻭﲢﺪﻳﺜﻬﺎ ﻭﻓﻘﺎ ﻟﻠﻤﺴﺘﺠﺪﺍﺕ‪ :‬ﺃﻱ ﺇﺻﺪﺍﺭ ﺍﻟﻘﻮﺍﻧﲔ ﻭﺍﻷﻧﻈﻤﺔ ﻭﺍﻹﺟﺮﺍﺀﺍﺕ ﺍﻟﱵ ﺗﺴﻬﻞ‬
‫ﺍﻟﺘﺤﻮﻝ ﳓﻮ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻭﺗﻠﱯ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻜﻴﻒ ﻣﻌﻬﺎ ﻷﻥ ﻣﻌﻈﻢ ﺍﻟﺘﺸﺮﻳﻌﺎﺕ ﻭﺍﻟﻘﻮﺍﻧﲔ ﻧﺸﺄﺕ ﰲ ﺑﻴﺌﺔ‬
‫‪24‬‬
‫ﺗﻘﻠﻴﺪﻳﺔ‪ ،‬ﻟﺬﺍ ﻓﻘﺪ ﺃﺳﺴﺖ ﻷﺩﺍﺀ ﺍﻟﻌﻤﻞ ﻭﻓﻖ ﻣﻌﺎﻳﲑ ﺍﻻﻧﺘﻘﺎﻝ ﻭﺍﻟﻠﻘﺎﺀ ﺍﳌﺒﺎﺷﺮ ﺑﲔ ﺍﳌﻮﻇﻒ ﻭﻃﺎﻟﺐ ﺍﳋﺪﻣﺔ‪.‬‬
‫‪-‬ﺍﻟﺘﻮﻋﻴﺔ ﺍﻻﺟﺘﻤﺎﻋﻴﺔ ﺑﺜﻘﺎﻓﺔ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻭﻣﺘﻄﻠﺒﺎ‪‬ﺎ‪ :‬ﻧﻈﺮﺍ ﻷﻥ ﺍﻟﺘﺤﻮﻝ ﳓﻮ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻓﻠﺴﻔﺔ‬
‫ﻣﺘﻜﺎﻣﻠﺔ ﻣﻦ ﺍﻟﻘﻴﻢ ﻭﺍﻷﻫﺪﺍﻑ ﻭﺍﻟﻮﺳﺎﺋﻞ ﻭﺍﻟﻨﻈﻢ ﺍﳌﺘﻜﺎﻣﻠﺔ ﻓﺈﻥ ﺗﺮﲨﺘﻬﺎ ﺇﱃ ﺍﻟﻮﺍﻗﻊ ﺍﻟﻌﻤﻠﻲ ﻳﺘﻄﻠﺐ ﺇﺣﺪﺍﺙ ﺗﻐﲑﺍﺕ‬
‫ﺟﺬﺭﻳﺔ ﰲ ﻧﻮﻋﻴﺔ ﺍﳌﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺍﳌﻼﺋﻤﺔ ﳍﺎ ﲟﺎ ﻳﻀﻤﻦ ﻭﻋﻲ ﺍﳌﻮﻇﻔﲔ ﻟﻄﺒﻴﻌﺔ ﻫﺬﺍ ﺍﻟﺘﺤﻮﻝ ﻭﺍﻻﺳﺘﻌﺪﺍﺩ ﺳﻮﺍﺀ ﻛﺎﻥ‬
‫ﻧﻔﺴﻲ‪ ،‬ﺳﻠﻮﻛﻲ‪ ،‬ﺗﻘﲏ‪ ،‬ﺃﻭ ﻣﺎﱄ ﻭﻏﲑ ﺫﻟﻚ ﻣﻦ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻜﻴﻒ ﻣﻊ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ‪.‬‬
‫‪ .3.3.3‬ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻷﻣﻨﻴﺔ‬
‫ﺗﻌﺪ ﻣﺴﺄﻟﺔ ﺃﻣﻦ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻣﻦ ﺃﻫﻢ ﻣﻌﻀﻼﺕ ﺍﻟﻌﻤﻞ ﺇﻟﻜﺘﺮﻭﻧﻴﺎ‪ ،‬ﲟﻌﲎ ﺃﻥ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻭﺍﻟﻮﺛﺎﺋﻖ ﺍﻟﱵ ﳚﺮﻱ ﺣﻔﻈﻬﺎ‬
‫ﻭﺗﻄﺒﻴﻖ ﺇﺟﺮﺍﺀﺍﺕ ﺍﳌﻌﺎﳉﺔ ﻭﺍﻟﻨﻘﻞ ﻋﻠﻴﻬﺎ ﺇﻟﻜﺘﺮﻭﻧﻴﺎ ﻟﺘﻨﻔﻴﺬ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﻌﻤﻞ ﳚﺐ ﺍﳊﻔﺎﻅ ﻋﻠﻰ ﺃﻣﻨﻬﺎ‪ .‬ﻭﻟﺘﺤﻘﻴﻖ ﺃﻣﻦ‬
‫ﺍﳌﻌﻠﻮﻣﺎﺕ ﻭﺗﻘﻠﻴﺺ ﺍﻟﺘﺄﺛﲑﺍﺕ ﺍﻟﺴﻠﺒﻴﺔ ﻋﻠﻰ ﺍﺳﺘﺨﺪﺍﻡ ﺷﺒﻜﺔ ﺍﻷﻧﺘﺮﻧﺖ ﻓﺈﻥ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﺗﺘﻄﻠﺐ ﺍﻟﻘﻴﺎﻡ ﺑﺒﻌﺾ‬
‫‪25‬‬
‫ﺍﻹﺟﺮﺍﺀﺍﺕ ﻣﻨﻬﺎ‪:‬‬
‫‪ −‬ﻭﺿﻊ ﺍﻟﺴﻴﺎﺳﺎﺕ ﺍﻷﻣﻨﻴﺔ ﻟﺘﻘﻨﻴﺎﺕ ﺍﳌﻌﻠﻮﻣﺎﺕ ﲟﺎ ﻓﻴﻬﺎ ﺧﺪﻣﺔ ﺍﻷﻧﺘﺮﻧﺖ؛‬
‫‪ −‬ﻭﺿﻊ ﺍﻟﻘﻮﺍﻧﲔ ﻭﺍﻟﻠﻮﺍﺋﺢ ﺍﻟﺘﻨﻈﻴﻤﻴﺔ ﻭﺍﻟﻌﻘﻮﺑﺎﺕ ﺍﻷﻣﻨﻴﺔ ﺍﻟﱵ ﲢﺪ ﻣﻦ ﺍﻟﺴﻄﻮ ﺍﻹﻟﻜﺘﺮﻭﱐ ﻭﺍﻧﺘﻬﺎﻛﺎﺕ ﺧﺼﻮﺻﻴﺔ‬
‫ﺍﳌﻌﻠﻮﻣﺎﺕ ﰲ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ؛‬
‫‪ −‬ﻭﺿﻊ ﺳﻴﺎﺳﺔ ﲪﺎﻳﺔ ﻋﺎﻣﺔ ﻷﻣﻦ ﻧﻈﻢ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﶈﺎﺳﺒﻴﺔ ﺗﺘﺤﺪﺩ ﺣﺴﺐ ﻃﺒﻴﻌﺔ ﻋﻤﻞ ﻭﺗﻄﺒﻴﻘﺎﺕ ﺍﳌﺆﺳﺴﺔ؛‬

‫‪16‬‬
 ‫ﺃﺒﺤﺎﺙ ﺍﻝﻤﻠﺘﻘﻰ ﺍﻝﻭﻁﻨﻲ ﺤﻭل‪ :‬ﺠﻭﺩﺓ ﺍﻝﺨﺩﻤﺎﺕ ﻓﻲ ﻅل ﺍﻝﺘﺤﻭل ﺍﻝﺭﻗﻤﻲ ﻭﺍﻹﺩﺍﺭﺓ‬
‫‪ISBN : 999-999-99-99‬‬ ‫ﺍﻻﻝﻜﺘﺭﻭﻨﻴﺔ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﺠﺯﺍﺌﺭﻴﺔ ﺭﻫﺎﻨﺎﺕ ﻭﺘﺤﺩﻴﺎﺕ‬
‫ﺘﻘﻴﻴﻡ ﺍﻝﻭﺍﻗﻊ ﻭﺍﺴﺘﺸﺭﺍﻑ ﺍﻝﻭﺍﻗﻊ‬

‫‪ −‬ﳚﺐ ﻋﻠﻰ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﰲ ﺍﳌﺆﺳﺴﺔ ﺩﻋﻢ ﺃﻣﻦ ﻧﻈﻢ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻟﺪﻳﻬﺎ؛‬
‫‪ −‬ﳚﺐ ﺃﻥ ﺗﻮﻛﻞ ﻣﺴﺆﻭﻟﻴﺔ ﺃﻣﻦ ﻧﻈﻢ ﺍﳌﻌﻠﻮﻣﺎﺕ ﰲ ﺍﳌﺆﺳﺴﺔ ﻷﺷﺨﺎﺹ ﳏﺪﺩﻳﻦ؛‬
‫‪ −‬ﲢﺪﻳﺪ ﺍﳊﻤﺎﻳﺔ ﺍﻟﻼﺯﻣﺔ ﻟﻨﻈﻢ ﺍﻟﺘﺸﻐﻴﻞ ﻭﺍﻟﺘﻄﺒﻴﻘﺎﺕ ﺍﳌﺨﺘﻠﻔﺔ؛‬
‫‪ −‬ﲢﺪﻳﺪ ﺁﻟﻴﺎﺕ ﺍﳌﺮﺍﻗﺒﺔ ﻭﺍﻟﺘﻔﺘﻴﺶ ﻟﻨﻈﻢ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻭﺍﻟﺸﺒﻜﺎﺕ ﺍﳊﺎﺳﻮﺑﻴﺔ‪.‬‬

‫‪.4.3.3‬ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﳌﺎﻟﻴﺔ‬
‫ﺗﻮﺍﻓﺮ ﻣﺴﺘﻮﻯ ﻣﻨﺎﺳﺐ ﻣﻦ ﺍﻟﺘﻤﻮﻳﻞ‪ ،‬ﲝﻴﺚ ﳝﻜﻦ ﺍﻟﺘﻤﻮﻳﻞ ﺍﳊﻜﻮﻣﺔ ﻣﻦ ﺍﺟﺮﺍﺀ ﺻﻴﺎﻧﺔ ﺩﻭﺭﻳﺔ ﻭ ﺗﺪﺭﻳﺐ ﻟﻠﻜﻮﺍﺩﺭ‬
‫ﻭﺍﳌﻮﻇﻔﲔ ﻭﺍﳊﻔﺎﻅ ﻋﻠﻰ ﻣﺴﺘﻮﻯ ﻋﺎﻝ ﻣﻦ ﺗﻘﺪﱘ ﺍﳋﺪﻣﺎﺕ ﻭﻣﻮﺍﻛﺒﺔ ﺍﻱ ﺗﻄﻮﺭ ﳛﺼﻞ ﰲ ﺇﻃﺎﺭ ﺍﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎ ﻭﺍﻹﺩﺍﺭﺓ‬
‫‪26‬‬
‫ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﻋﻠﻰ ﻣﺴﺘﻮﻯ ﺍﻟﻌﺎﱂ‪.‬‬
‫ﺑﺎﻹﺿﺎﻓﺔ ﺇﱃ ﻫﺬﻩ ﺍﻟﻌﻨﺎﺻﺮ ﳚﺐ ﺗﻮﻓﲑ ﺑﻌﺾ ﺍﻟﻌﻨﺎﺻﺮ ﺍﻟﻔﻨﻴﺔ ﻭﺍﻟﺘﻘﻨﻴﺔ ﺍﻟﱵ ﺗﺴﺎﻋﺪ ﻋﻠﻰ ﺗﺒﺴﻴﻂ ﻭﺗﺴﻬﻴﻞ ﺍﺳﺘﺨﺪﺍﻡ‬
‫ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺳﻨﺘﻄﺮﻕ ﳍﺎ ﰲ ﺍﻟﻌﻨﺼﺮ ﺍﳌﻮﺍﱄ‪.‬‬

‫‪ .5.3.3‬ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻘﻨﻴﺔ‬
‫ﻭﺗﺘﻤﺜﻞ ﲟﺠﻤﻮﻋﺔ ﺍﳌﻜﻮﻧﺎﺕ ﺍﻷﺳﺎﺳﻴﺔ ﺍﻹﺳﺘﺮﺍﺗﻴﺠﻴﺔ ﺍﻟﻼﺯﻣﺔ ﻟﺘﻄﺒﻴﻖ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻭﺍﻟﱵ ﺗﺸﻤﻞ ﻋﻠﻰ‪ :‬ﻋﺘﺎﺩ‬
‫ﺍﳊﺎﺳﻮﺏ ﻭ ﺑﺮﳎﻴﺎﺗﻪ‪ ،‬ﺷﺒﻜﺎﺕ ﺍﻻﺗﺼﺎﻝ‪ ،‬ﻭﻧﻈﻢ ﺍﳌﻌﻠﻮﻣﺎﺕ‪.‬‬
‫ﺇﺫ ﺃﻥ ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ ﺗﺘﻄﻠﺐ ﻭﺟﻮﺩ ﻣﺴﺘﻮﻯ ﻣﻨﺎﺳﺐ ﺃﻥ ﱂ ﻧﻘﻞ ﻋﺎﻝ ﻣﻦ ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﺃﻱ ﺍﳉﺎﻧﺐ ﺍﳌﻠﻤﻮﺱ ﻣﻦ‬
‫ﺗﺎﻣﲔ ﺃﺟﻬﺰﺓ ﺍﳊﺎﺳﺐ ﺍﻵﱄ‪ ،‬ﻭﺭﺑﻂ ﺍﻟﺸﺒﻜﺎﺕ ﺍﳊﺎﺳﻮﺑﻴﺔ ﺍﻟﺴﺮﻳﻌﺔ ﻭ ﺍﻷﺟﻬﺰﺓ ﺍﳌﺮﻓﻘﺔ ﻣﻌﻬﺎ‪ ،‬ﻭ ﺗﺎﻣﲔ ﻭﺳﺎﺋﻞ ﺍﻻﺗﺼﺎﻝ‬
‫ﺍﳊﺪﻳﺜﺔ‪ ،‬ﻭ ﺍﻟﺒﺪﺀ ﺑﱪﳎﺔ ﺍﳌﻌﺎﻣﻼﺕ ﺍﻷﻛﺜﺮ ﺍﻧﺘﺸﺎﺭﺍ ﺑﺪﺀﺍ ﺑﺎﳌﻌﺎﻣﻼﺕ ﺍﻟﻮﺭﻗﻴﺔ ﺍﻛﺜﺮ ﺍﻧﺘﺸﺎﺭﺍ ﰲ ﲨﻴﻊ ﺍﻷﻗﺴﺎﻡ ﻭ ﺑﺮﳎﺘﻬﺎ‬
‫‪27‬‬
‫ﺇﱃ ﻣﻌﺎﻣﻼﺕ ﺍﻟﻜﺘﺮﻭﻧﻴﺔ ﻟﺘﻘﻠﻴﻞ ﻫﺪﺭ ﺍﺳﺘﺨﺪﺍﻡ ﺍﻟﻮﺭﻕ‪.‬‬
‫‪.4‬ﺧﺎﲤﺔ ‪:‬‬

‫ﳑﺎ ﺳﺒﻖ ﻳﻤﻜﻦ ﺍﻟﻘﻮﻝ ﺑﺄﻥ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻛﻤﻔﻬﻮﻡ ﺣﺪﻳﺚ ﻫﻲ ﻧﺘﺎﺝ ﺗﻄﻮﺭ ﻧﻮﻋﻲ ﺃﻓﺮﺯﺗﻪ‬
‫ﺗﻘﻨﻴﺎﺕ ﺍﻻﺗﺼﺎﻝ ﺍﳊﺪﻳﺜﺔ ﰲ ﻇﻞ ﺛﻮﺭﺓ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻭﺍﺯﺩﻳﺎﺩ ﺍﳊﺎﺟﺔ ﺇﱃ ﺗﻮﻇﻴﻒ ﺍﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎ ﺍﳊﺪﻳﺜﺔ‬
‫ﰲ ﺇﺩﺍﺭﺓ ﻋﻼﻗﺎﺕ ﺍﳌﻮﺍﻃﻦ ﻭﺍﳌﺆﺳﺴﺎﺕ‪ ،‬ﻭﳍﺎ ﻣﺒﺎﺩﺉ ﻭﺧﺼﺎﺋﺺ ﻭﺃﻫﺪﺍﻑ ﺗﺘﺠﻪ ﻛﻠﻬﺎ ﳓﻮ ﺍﻟﻮﺻﻮﻝ‬
‫ﺇﱃ ﺗﻘﺪﻳﻢ ﺃﻓﻀﻞ ﺧﺪﻣﺔ ﻟﻠﻤﻮﺍﻃﻦ ﺑﺄﻗﻞ ﺗﻜﻠﻔﺔ ﳑﻜﻨﺔ ﻭﰲ ﺃﺳﺮﻉ ﻭﻗﺖ ﳑﻜﻦ‪ ،‬ﻭﺑﺎﺕ ﻣﻦ ﺍﻟﻮﺍﺿﺢ‬

‫‪17‬‬
 ‫ﺩ‪/‬ﻣﻮﻻﻱ ﺧﻠﻴﻞ‬ ‫ﺍﻹﺩﺍﺭﺓ ﺍﻻﻟﻜﺘﺮﻭﻧﻴﺔ‪ -‬ﺍﳌﻔﻬﻮﻡ ﻭ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻄﺒﻴﻖ‬
‫ﺃ‪.‬ﺩ‪/‬ﻋﻤﺎﺭ ﻃﻬﺮﺍﺕ‬

‫ﰲ ﻭﻗﺘﻨﺎ ﺍﳊﺎﺿﺮ ﺃﻥ ﻛﻞ ﺍﳊﻜﻮﻣﺎﺕ ﺗﺴﻌﻰ ﻟﺪﻋﻢ ﺃﺟﻬﺰ‪‬ﺎ ﺍﻹﺩﺍﺭﻳﺔ ﺑﻮﺳﺎﺋﻞ ﺍﻻﺗﺼﺎﻻﺕ ﺍﳊﺪﻳﺜﺔ‬
‫ﻹﳒﺎﺯ ﺍﻷﻋﻤﺎﻝ ﺑﺴﺮﻋﺔ ﻭﺗﻘﺪﻳﻢ ﺍﳋﺪﻣﺎﺕ ﻟﻠﺠﻤﻬﻮﺭ‪.‬‬

‫ﻭﳒﺪ ﺃﻥ ﻟﻜﻞ ﺣﻜﻮﻣﺔ ﺩﻭﺍﻓﻊ ﺗﺪﻋﻮ ﺇﱃ ﺍﻻﻧﺘﻘﺎﻝ ﳓﻮ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻋﻠﻰ ﺣﺴﺎﺏ‬
‫ﺩﻭﺍﻓﻊ ﺃﺧﺮﻯ‪ ،‬ﺣﺴﺐ ﻭﺿﻊ ﻫﺬﻩ ﺍﻟﺪﻭﻟﺔ ﺍﻻﻗﺘﺼﺎﺩﻱ ﻭﺍﻟﺴﻴﺎﺳﻲ ﻭﺃﻥ ﻋﻤﻠﻴﺔ ﻫﺬﺍ ﺍﻻﻧﺘﻘﺎﻝ ﻟﻴﺴﺖ‬
‫ﺑﺴﻴﻄﺔ ﺃﻭ ﺗﻘﻨﻴﺔ ﲝﺘﺔ ﻳﻤﻜﻦ ﻏﺮﺳﻬﺎ ﰲ ﺃﻱ ﺑﻴﺌﺔ ﰒ ﺍﻧﺘﻈﺎﺭ ﲦﺎﺭﻫﺎ ﺑﻴﻦ ﻋﺸﻴﺔ ﻭﺿﺤﺎﻫﺎ‪ ،‬ﻭﺇﳕﺎ ﳍﺎ‬
‫ﻣﺘﻄﻠﺒﺎﺕ ﻋﺪﻳﺪﺓ ﰲ ﺍﺳﺘﺨﺪﺍﻡ ﻭﺗﻮﻇﻴﻒ ﺍﻟﺘﻜﻨﻮﻟﻮﺟﻴﺎ ﳋﺪﻣﺔ ﺍ‪‬ﺘﻤﻌﺎﺕ‪ ،‬ﻭﻣﻦ ﺍﻟﻨﺎﺩﺭ ﺟﺪﺍ ﺃﻥ ﳒﺪ‬
‫ﺣﺎﻟﺔ ﺗﻐﻴﻴﺮ ﺩﻭﻥ ﺃﻥ ﺗﻮﺍﺟﻬﻬﺎ ﻋﻮﺍﺋﻖ ﲢﺪ ﻣﻦ ﻓﺮﺹ ﺍﻟﺘﻄﺒﻴﻖ‪ ،‬ﻓﻤﻦ ﺍﻟﻀﺮﻭﺭﻱ ﻗﺒﻞ ﺍﻟﺸﺮﻭﻉ ﰲ‬
‫ﺍﻧﺘﻬﺎﺝ ﺃﺳﻠﻮﺏ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻟﻜﺘﺮﻭﻧﻴﺔ ﻣﺮﺍﻋﺎﺓ ﻛﻞ ﺍﳉﻮﺍﻧﺐ ﻭﺍ‪‬ﺎﻻﺕ ﺍﻟﱵ ﲢﻴﻂ ﺑﺎﻹﺩﺍﺭﺓ ﺍﻟﻌﺎﻣﺔ‬
‫ﻗﺼﺪ ﺗﺴﻠﻴﻂ ﺍﻟﻀﻮﺀ ﻋﻠﻰ ﺍﻟﻨﻘﺎﺋﺺ ﻭﺍﻟﺴﻠﺒﻴﺎﺕ ﻣﻦ ﺃﺟﻞ ﲢﺴﻴﻨﻬﺎ ﻭﻓﻘﺎ ﳌﺎ ﻫﻮ ﳐﻄﻂ ﻣﺴﺒﻘﺎ‬
‫ﻭﺍﻟﺴﻌﻲ ﺇﱃ ﺗﻨﻔﻴﺬ ﻫﺬﻩ ﺍﳌﺨﻄﻄﺎﺕ ﻭﻣﺮﺍﻗﺒﺘﻬﺎ ﻟﻠﻮﺻﻞ ﺇﱃ ﺍﻷﻫﺪﺍﻑ ﺍﳌﺮﺟﻮﺓ‪.‬‬

‫ﺍﻻﺣﺎﻻﺕ ﻭ ﺍﳌﺮﺍﺟﻊ ‪:‬‬

‫رون و وز ون‪ ،‬ا ط ‪ /‬ا و ‪ ، 2012 ،‬ص‪15‬‬ ‫‪2 11‬داء ! ود ! د‪ ،‬ا دارة ا رو ‪ ،‬دار ا دا‬
‫‪ ،‬ا دارة ا رو ‪ ،‬دار وا ل ر ن ‪ ،‬ا ردن ‪ 2009‬ص ‪52‬‬ ‫‪ 2‬ء د ا رزاق ا‬
‫ا ؤون ا دار ‪ ،‬ر‪#‬ز ا ) رات ا ‪4 5‬دارة‪ ،‬ا ط ‪ /‬ا ‪ .2008 3‬ص‪102‬‬ ‫‪ 3‬د ا ر! ن و‪ 2‬ق‪ ،‬ا دارة ا رو‬
‫‪: Office Automation‬ھ إ!دى أ واع ظم ا ‪ /‬و ت وھ ) ص " * و ‪ " /‬و )ز ن و وز * ا ر ل‬ ‫ا‬ ‫∗أ‬
‫دات وا ‪,‬ور ا )رى ن ا‪% , %‬ت ن ا ‪2‬راد و" ت ا ‪ /‬ل وا ؤ ت‪5 .‬دف ھذه ا ظم إ ز دة إ "‬ ‫ا' ‪ #‬رو وا‬
‫دات وأ"‪5‬زة‬ ‫ا ‪ #‬ب‪ ! ،‬ث ‪#‬ون ھذه ا ظم ن أ"‪5‬زة ! وب وا ‪% ,‬ت و ر " ‪ 5‬وأ"‪5‬زة ا ‪ #‬ب ا )رى‪3 ،‬ل آ‪%‬ت ‪,‬و ر ا‬
‫ا ‪ #‬ب(‪.‬‬ ‫‪# 2‬س و‪ C‬رھ ‪ ) .‬ز د ن ا و‪ E +‬ار"* ‪ #‬ب أ‬
‫‪4‬‬
‫ق ذ ره‪ ،‬ص ‪55‬‬ ‫‪ ،‬ر‬ ‫ء د ا رزاق ا‬
‫ا رط ا ‪G‬ط!ث ' ‪#‬ن‬ ‫)دام ھذه ا ط ‪ /‬م )زن ا ‪ #‬ت‬ ‫∗ ! ث ‪ #‬ت ھذه ا ط ‪ * /‬ر ط ‪ G‬ط ‪ /2‬د ‪ #‬أي ر‬
‫"دھ‬ ‫‪/‬د أن ط * ا م و وان ا )ص ا ر ل إ ‪ I‬و د ا ظر ‪5‬ذه ا ر‬ ‫اط‬ ‫‪/‬د ا ر" ‪ 5‬ن ا ر ط‬ ‫ھذه ا ر‬ ‫ط‬
‫دد ‪ #‬ر ن ا ر ل‬ ‫إ‬ ‫د ط ب إر ل ‪K‬س ا ر‬ ‫و‪2‬رت "‪5‬د ‪ #‬ر و) ‪,‬‬ ‫‪#‬ل " د ووا‪ E+‬و ‪ #J‬د ھذه ا ‪/‬‬ ‫طو‬
‫إ ‪5‬م‪.‬‬
‫– ا وظ‪"#‬ف – ا ‪ #‬ت‪ ،‬دار ا زوري ا ‪ ، /‬ا ردن‪ ،2009 ،‬ص ‪130‬‬ ‫‪" 5‬م ود "م ‪ ،‬ا دارة و ا ر ا رو ا را‬

‫ن‬ ‫ر و ا وز *‪،‬‬ ‫ھ‪L‬‬ ‫ا 'د & ‪ ،‬ا ط ‪ /‬ا و ‪ ،‬دار ا‬ ‫د‪+‬ل )دارة ا (‬ ‫‪ 6‬ر ا! د أ و ھ م و آ)رون‪ ،‬ا دارة ا‬
‫رو‬
‫ا ردن‪ 2013 ،‬ص ‪55‬‬
‫‪7‬‬
‫وب ا وادي‪ # " ،‬ا ر ‪ ،‬ا ‪/‬دد ‪ 34‬ا "زء‬ ‫‪#‬‬ ‫ط ق ا دارة ا رو‬ ‫‪ ! -‬د " د ! ن و ا رف ! ود ا! د‪ ،‬إ ‪#‬‬
‫ا ول‪ / " ،‬ن س ‪ ،2010‬ص ص ‪.55-54‬‬
‫وك‪# " ،‬‬ ‫د‪+‬ل طو ر ض وظ‪"#‬ف ا دارة ‪#‬‬ ‫و ! د س د ا ر! م ‪ ،‬ا دارة ا رو‬ ‫‪! - 8‬د م! ن‬
‫ا ر ‪ / " ،‬ا زھر‪ ،‬ا "زء ‪ ،3‬ا ‪/‬دد ‪ ،143‬د ر ‪ ، 2009‬ص ‪337‬‬
‫‪ 9‬و ف ‪,‬ط‪ ، 2 # K‬ا دارة ا رو ‪ :‬إدارة ‪ 2‬أوراق‪ ،‬إدارة ‪# 2‬ن‪ ،‬إدارة ‪ 2‬ز ‪#‬ن‪ ،‬إدارة ‪ 2‬ظ ‪#‬ت ‪ #‬دة‪ ،‬دار ر ن‪،‬‬
‫‪ 2011‬ص ‪.54‬‬ ‫ور ‪،‬‬
‫‪10‬‬
‫‪ ،‬إدارة ا ز ‪#‬ذج و ‪# 6‬ت ا دارة ‪ 5‬ر ا ر ‪ ،‬دار ‪C‬ر ب ا ھرة‪ 2002 ،‬ص ‪.251‬‬ ‫ا‬
‫ر وا وز * ‪ 2007‬ص ‪.20‬‬ ‫‪#‬ذج ‪ #‬رة‪ ،‬دار ا ! ب‬ ‫‪ 11‬ط رق د ا رؤوف ر‪ ،‬ا دارة ا رو‬

‫‪18‬‬
 ‫أﺒﺤﺎث اﻝﻤﻠﺘﻘﻰ اﻝوطﻨﻲ ﺤول‪ :‬ﺠودة اﻝﺨدﻤﺎت ﻓﻲ ظل اﻝﺘﺤول اﻝرﻗﻤﻲ واﻹدارة‬
‫‪ISBN : 999-999-99-99‬‬ ‫اﻻﻝﻜﺘروﻨﻴﺔ ﻓﻲ اﻝﻤؤﺴﺴﺎت اﻝﺠزاﺌرﻴﺔ رﻫﺎﻨﺎت وﺘﺤدﻴﺎت‬
‫ﺘﻘﻴﻴم اﻝواﻗﻊ واﺴﺘﺸراف اﻝواﻗﻊ‬

‫‪ 9:‬ا زھراوي ا را' ‪ " ،‬أ ! ث‬ ‫ط ‪6‬‬ ‫‪+ 2 12‬ل س ! ن ‪ ،‬إدارة ا ‪+‬د ا ' ا رو ‪ #‬و أ ‪#‬ق طو رھ‪ #‬درا‬
‫‪ 2010‬ص ‪197‬‬ ‫ن ا " د ا * ‪ ،‬ا ‪/‬دد ا ‪ 3‬ث ر ‪،‬‬
‫ق ذ ره ‪ ،‬ص ‪24‬‬ ‫‪ - 13‬ط رق د ا رؤوف ر‪ ،‬ر‬
‫‪25- 20‬‬ ‫صص‬ ‫‪2006‬‬ ‫‪ ! 14‬د ا ‪ ,‬ر‪ ، 2‬ا دارة ا رو ‪ ،‬ا ط ‪ /‬ا و ‪ ،‬دار ا ‪#K‬ر ا " ‪ ، /‬ا' ‪ #‬در‬
‫د ‪ / " 2‬ت ا'دارة ‪ 2‬در ‪4 IAE Lyon‬دارة ‪ ،‬و ر‪#‬ز ‪ ! M Magellan‬ث‪ ،‬و" ‪Jean /‬‬ ‫ل ‪ # #‬ھو أ ذ‬ ‫∗‬

‫ا ذي أ د ره( وا ‪/‬د د ن‬ ‫‪ ،Moulin‬و‪ Lyon 3.‬ؤ ف أو رك ‪ J 2‬ف أ‪3#‬ر ن ‪ 2 ) ً # 25‬ذ ك ‪ #‬ب ا' را " ا ‪K‬ر‬
‫را‪#‬ب و ط ا‪ , %‬ل ) ظر )‪، millefeuille‬‬ ‫د‪ #‬وراه‪ .‬ر‪#‬ز أ!دث أ ! ‪I3‬‬ ‫‪ ،‬و‪1‬د د م أ ً‬
‫‪ 56 +‬ر‬ ‫‪%‬ت وا ! ‪%‬ت ا ‪/‬‬ ‫ا‬
‫وا'‪2‬راط ‪ 2‬ا ‪ /‬و ت ‪ ،‬و ‪ 3J‬ر ا دارس ا " ر ‪.‬‬

‫‪Kalika michel et autres, l’e-management quelle transformations pour l’entreprise, édition liaison , paris 15‬‬
‫‪2003 p31‬‬
‫‪16‬‬
‫‪Ibid, p31‬‬

‫ط‬ ‫‪#‬‬ ‫‪#‬ب ا ( م ا وازي‬ ‫درا '‪ 9(5 #‬ر ‪ < #‬ا‬ ‫ا (ما ‪#‬‬ ‫‪2 - 17‬دوى ‪ 2‬روق ر‪ ،‬دور ا دارة ا رو‬
‫‪ " ،‬ا ‪ /‬وم ا ر و و ا ‪ ، K‬ا " د ‪ 14‬ا ‪/‬دد ‪ / " ،2‬ط ا د ا ورة ‪ ،‬ا ‪ #‬ا ‪/‬ر ا ‪/‬ود ‪ ،‬و و ‪ 2013‬ص ‪.310‬‬
‫و ‪5‬م ! زم " ب طو ‪ ،‬ظ‪#‬م ا ل ا ط ا رو ‪ :‬د‪+‬ل ط ق ا دارة ا رو ا ‪ #‬رة ‪،‬‬ ‫‪ ! 18‬د ‪,‬ط‪ K‬ا ‪,‬‬
‫ا ؤ ر ا ‪ /‬ا دو !ول و ا'دارة ‪, 2‬ر ا ‪/‬ر‪ / " ، 2‬ا " ن ‪ ،‬طرا س ن ‪ 17-15‬د ر ‪ 2012‬ص ‪.10‬‬
‫‪ ،‬ا ردن ‪ 2010 ،‬ص ‪.130‬‬ ‫‪ ! 19‬ود ا دوة‪ ،‬ا ر و ا دارة ا رو ‪ ،‬ا ط ‪ /‬ا و ‪ ،‬دار أ‬

‫‪20‬‬
‫ن‪ C ،‬ب ‪/‬د ‪.‬‬ ‫ق ذ ره‪ ،‬ر‬ ‫‪ 51-46‬ص ص‬
‫‪ 21‬ﻋ ﺸ ﻭﺭ ﻋﺒﺩ ﺍﻝ ﻜﺭ ﻴﻡ‪ ،‬ﺩ ﻭﺭﺍ ﻹﺩﺍﺭﺓ ﺍ ﻹﻝ ﻜﺘﺭ ﻭﻨ ﻴﺔ ﻓ ﻲ ﺘﺭ ﺸ ﻴﺩ ﺍﻝ ﺨﺩﻤﺔﺍﻝ ﻌﻤ ﻭﻤ ﻴﺔ ﻓ ﻲ ﺍﻝ ﻭﻻﻴﺎﺕ ﺍﻝﻤﺘﺤﺩﺓ ﺍﻷﻤﺭ ﻴ ﻜ ﻴﺔ ﻭﺍﻝ ﺠﺯﺍﺌﺭ‪ ،‬ﺭﺴﺎﻝﺔ‬
‫ﻤﺎ ﺠﺴﺘ ﻴﺭ ﻓ ﻲ ﺍﻝﻌﻠ ﻭﻡ ﺍﻝﺴﻴﺎﺴ ﻴﺔ ﻭﺍﻝ ﻌﻼﻗﺎﺕ ﺍﻝﺩ ﻭﻝ ﻴﺔ‪ ،‬ﺠﺎﻤ ﻌﺔ ﻤﻨﺘ ﻭﺭ ﻱ‪ ،‬ﻗﺴﻨ ﻁ ﻴﻨﺔ‪ ،2010 ،2009 ،‬ﺹ‪.23‬‬
‫ر‪ ،‬ا ردن ‪ 2012 ،‬ص‪.34‬‬ ‫‪ ،‬دار ا ‪ K,‬ء‬ ‫رو ‪ ،‬ا ط ‪ /‬ا و‬ ‫ن‪ ،‬ا " ا‬ ‫‪,‬ط‪K‬‬ ‫‪ 22‬ر !‬
‫‪ 23‬ﻤ ﻭﺴ ﻲ ﻋﺒﺩ ﺍﻝﻨﺎ ﺼﺭ ﻭﻤﺤﻤﺩ ﻗﺭ ﻴ ﺸ ﻲ‪ ،‬ﻤﺭﺠﻊ ﺴﺒ ﻕ ﺫﻜﺭﻩ‪ ،‬ﺹ‪.90‬‬
‫ﺘ ﺏﻏﺯﺓ ﺍﻹ ﻗ ﻠ ﻴﻤ ﻲ‬
‫ﺘ ﺸﻐ ﻴ ل ﺍﻝ ﻼﺠﺌ ﻴﻥ ﺒﻤﻜ‬
‫ﺘﺭﻭﻨ ﻴ ﺔ ﺒﻭﻜﺎﻝ ﺔﻏﻭ ﺙ ﻭ‬‫‪ 24‬ﻤﺤﻤﺩ ﺠﻤﺎل ﻭﺃ ﻜﺭﻡ ﻋﻤﺎﺭ ‪ ،‬ﻤﺩﻯﺇﻤﻜﺎﻨ ﻴ ﺔﺘﻁﺒ ﻴ ﻕ ﺍﻹﺩﺍﺭﺓ ﺍﻹﻝﻜ‬
‫ﻭﺩﻭﺭ ﻫﺎ ﻓ ﻲﺘ ﺤ ﺴ ﻴﻥﺃﺩﺍﺀ ﺍﻝﻌﺎﻤ ﻠ ﻴﻥ‪ ،‬ﺭﺴﺎﻝﺔ ﻤﺎ ﺠﺴﺘ ﻴﺭ ﻓ ﻲﺇﺩﺍﺭﺓ ﺍﻷ ﻋﻤﺎل‪ ،‬ﺍﻝ ﺠﺎﻤ ﻌﺔﺍ ﻹﺴﻼﻤ ﻴﺔ‪ ،‬ﻏﺯﺓ‪ ،2009 ،‬ﺹ‪.72‬‬
‫ﺹ‪.91‬‬ ‫‪ 25‬ﻤ ﻭﺴ ﻲ ﻋﺒﺩ ﺍﻝﻨﺎ ﺼﺭ ﻭﻤﺤﻤﺩ ﻗﺭ ﻴ ﺸ ﻲ‪ ،‬ﻤﺭﺠﻊ ﺴﺒ ﻕ ﺫﻜﺭﻩ‪،‬‬
‫ن ‪ 2014‬ص ‪226‬‬ ‫ر و ا وز *‪،‬‬ ‫ا ‪ #‬دي‬ ‫ا> س ا ظر وا ط ‪ ، 6‬دار و ‪#‬‬ ‫‪2 26‬داء ا! د ‪ ،‬ا دارة ا رو‬
‫ق ذ ره‪ ،‬ص‪32‬‬ ‫ن‪ ،‬ر‬ ‫‪ 27‬ر ! ‪,‬ط‪K‬‬

‫‪19‬‬