O‘zbekiston davlat jahon tillari universiteti

Process improvement: A proactive task of management aimed at continual monitoring of a process and its outcome and developing ways to enhance its future performance (James, 1996:359).

Process management: Planning and administering the activities necessary to achieve a high level of performance in a process and identifying opportunities for improving quality, operational performance and ultimately customer satisfaction. It involves design, control and improvement of key business processes (Evans and Lindsay, 1999:340).

Process: "A set of interrelated or interacting activities which transforms inputs into outputs" (ISO, 2000a:7).

Product: "The result of a process" (i.e. output), which may be either a service, or a good (hardware or processed materials) or software (e.g. information) or their combination (ISO, 2000a:7)

Profit: The excess of revenue over expenses, if expenses exceed revenues in a given period the organisation will make a loss.

proof of citizenship: a document, necessary for obtaining a passport, that establishes one s nationality

Protected area: Any area of land and/or sea dedicated to the conservation, protection and maintenance of biodiversity and natural and cultural resources, which is managed through legal or other means.

protected: guarantee by a supplier or wholesaler to pay commissions, plus all refunds to clients, on pre-paid, confirmed bookings regardless of subsequent cancellation of a tour or cruise.

Public policy: Is whatever governments choose to do or not to do (Thomas Dye 1992: 2). Such a definition covers government action, inaction, decisions and non-decisions as it implies a very deliberate choice between alternatives (see Hall and Jenkins 1995).

Quality: The degree to which a set of inherent characteristics of a product fulfils customer requirements (ISO, 2000a).