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当前位置:首页 » 新闻 » 微解读 —— ISO 9001:2015质量管理7大原则,值得收藏!

微解读 —— ISO 9001:2015质量管理7大原则,值得收藏!

发布时间:2017-08-29 作者:通讯员

很多企业主都不了解质量管理的7大原则及其重要性,今天我们就讨论什么是ISO9001:2015的7大原则?如何落地?Since most of the entrepreneurs don’t know what’s the quality management principles. Today’s topic is “What’s the quality management principle? How to implement it? “

原则1-Customer Focus 顾客关注

WHAT:主要关注点是满足顾客要求并且努力超越顾客的期望。

What: The primary focus of quality management is to meet customer requirements and to strive to exceed customer expectations.

HOW:

1.         了解从组织获得价值的直接和间接顾客;

2.         了解顾客当前和未来的需求和期望;

3.         将组织的目标与顾客的需求和期望联系起来;

4.         将顾客的需求和期望,在整个组织内予以沟通;

5.         为满足顾客的需求和期望,对产品和服务进行策划、设计、开发、生产、支付和支持;

6.         测量和监视顾客满意度,并采取适当措施;

7.         确定有可能影响到顾客满意度的相关方的需求和期望,确定并采取措施;

8.         积极管理与顾客的关系,以实现持续成功。

How: Some of the possible actions that an organization can take to increase Customer Focus can include:

1. To identify and recognize the direct and indirect customer of the organization who receive value from the organization.

2. To understand customers’ current and future needs and expectations;

3. The organization must link it’s objectives to customer needs and expectations;

4. It must communicate customer needs and expectations throughout the organization;

5. It must plan, design, develop, produce, deliver and support products and services to meet customer needs and expectations;

6. It must measure and monitor customer satisfaction and take appropriate actions;

7. It must determine and take action on relevant interested parties’ needs and appropriate expectations that can affect customer satisfaction;

8. It must actively manage relationships with customers to achieve sustained success.

原则2-Leadership领导力
WHAT: 各层领导建立统一的宗旨及方向,他们应当创造并保持使员工能够充分与实现目标的内部环境

What: Leaders at all levels establish unity of purpose and direction and create conditions in which people are engaged in achieving the quality objectives of the organization.

HOW:

1.         在整个组织内,就其使命、愿景、战略、方针和过程进行沟通;

2.         在组织的所有层次创建并保持共同的价值观和公平道德的行为模式,培育诚信和正直的文化;

3.         鼓励在整个组织范围内履行对质量的承诺;

4.         确保各级领导者成为组织人员中的实际楷模;

5.         为组织人员提供履行职责所需的资源、培训和权限;

6.         激发、鼓励和表彰员工的贡献。

How: Some of the possible actions that an organization can take includes:

1.         It can communicate the organization’s mission, vision, strategy, policies and processes throughout the organization;

2.         It can create and sustain shared values, fairness and ethical models for behavior at all levels of the organization;

3.         It can establish a culture of trust and integrity and encourage an organization-wide commitment to quality;

4.         It can ensure that leaders at all levels are positive examples to people in the organization;

5.         It can  provide people with the required resources, training and authority to act with accountability;

6.         It can inspire, encourage and recognize the contribution of people.

原则3– Engagement of People 全员誓约

WHAT: 整个组织内各级人员的胜任、授权和参与,是提高组织创造价值和提供价值能力的必要条件。

What: It is essential for the organization that all people are competent, empowered and engaged in delivering value. Competent, empowered and engaged people throughout the organization enhance its capability to create value.

HOW:

1.         与员工沟通,以增进他们对个人贡献的重要性的认识;

2.         促进整个组织的协作;

3.         提倡公开讨论,分享知识和经验;

4.         让员工确定工作中的制约因素,毫不犹豫地主动参与;

5.         赞赏和表彰员工的贡献、钻研精神和进步;

6.         针对个人目标进行绩效的自我评价;

7.         为评估员工的满意度和沟通结果进行调查,并采取适当的措施。

How: Some of the possible actions that an organization can take includes:

1.         It can communicate with people to promote understanding of the importance of their individual contribution;

2.         It can promote collaboration throughout the organization;

3.         It can facilitate open discussion and sharing of knowledge and experience;

4.         It can empower people to determine constraints to performance and to take initiatives without fear;

5.         It can recognize and acknowledge people’s contribution, learning and improvement;

6.         It can enable self-evaluation of performance against personal objectives;

7.         It can conduct surveys to assess people’s satisfaction, communicate the results and take appropriate actions.

原则4 – Process Approach 过程方法

WHAT:当活动被作为相互关联的功能练过过程进行系统管理时,可更加有效和高效的始终得到预期的结果。

What: Consistent and predictable results are achieved more effectively and efficiently when activities are understood and managed as interrelated processes that function as a coherent system.

HOW:

1.         确定体系和过程需要达到的目标;

2.         为管理过程确定职责、权限和义务;

3.         了解组织的能力,事先确定资源约束条件;

4.         确定过程相互依赖的关系,分析个别过程的变更对整个体系的影响;

5.         对体系的过程及其相互关系继续管理,有效和高效地实现组织的质量目标;

6.         确保获得过程运行和改进的必要信息,并监视、分析和评价整个体系的绩效;

7.         对能影响过程输出和质量管理体系整个结果的风险进行管理。

How: Some of the possible actions that an organization can take includes:

1.         It can define objectives of the system and processes necessary to achieve them;

2.         It can establish authority, responsibility and accountability for managing processes;

3.         It can understand the organization’s capabilities and determine resource constraints prior to action;

4.         It can determine process interdependencies and analyze the effect of modifications to individual processes on the system as a whole;

5.         It should manage processes and their interrelations as a system to achieve the organization’s quality objectives effectively and efficiently;

6.         It can ensure the necessary information is available to operate and improve the processes and to monitor, analyze and evaluate the performance of the overall system;

7.         It should manage risks which can affect outputs of the processes and overall outcomes of the QMS.