[转帖]质量管理体系 业绩改进指南

翔羽

<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><font face="Times New Roman"><b><span lang="EN-US">GB/T</span></b><span lang="EN-US"> 19004</span></font><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">—</span><span lang="EN-US"><font face="Times New Roman">2000<b><p></p></b></font></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><b><span lang="EN-US"><p><font face="Times New Roman">&nbsp;</font></p></span></b></p><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center;"><b><span style="FONT-SIZE: 16pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-size: 12.0pt;">引</span></b><b><span lang="EN-US" style="FONT-SIZE: 16pt; mso-bidi-font-size: 12.0pt;"><span style="mso-spacerun: yes;"><font face="Times New Roman">&nbsp;&nbsp;&nbsp; </font></span></span></b><b><span style="FONT-SIZE: 16pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-size: 12.0pt;">言</span></b><b><span lang="EN-US" style="FONT-SIZE: 16pt; mso-bidi-font-size: 12.0pt;"><p></p></span></b></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><b><span lang="EN-US"><p><font face="Times New Roman">&nbsp;</font></p></span></b></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><b><span lang="EN-US"><font face="Times New Roman">0.1<span style="mso-spacerun: yes;">&nbsp; </span></font></span></b><b><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">总则</span><span lang="EN-US"><p></p></span></b></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><span lang="EN-US"><p><font face="Times New Roman">&nbsp;</font></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21pt; mso-char-indent-count: 2.0;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">采用质量管理体系应当是组织最高管理者的一项战略性决策。一个组织质量管理体系的设计和实施受各种需求、具体目标、所提供的产品、所采用的过程以及该组织的规模和结构的影响。本标准以八项质量管理原则为基础。统一质量管理体系的结构或文件不是本标准的目的。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">组织的目的是：</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">——识别并满足其顾客和其他相关方（组织内人员、功放、所有者、社会）的需求和期望，以获得竞争收益，并以有效和高效的方式实现；</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">——实现、保持并改进组织的总体业绩和能力。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">质量管理原则的应用不仅可为组织带来直接受益，而且也对成本和风险的管理起着重要重用。考虑利益、成本和风险的管理对组织、顾客和其他相关方都很重要，关于组织整体业绩的这些考虑可影响：</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">——顾客的忠诚；</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">——业务的保持和扩展；</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">——营运结果，如收入和市场份额；</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">——对市场机会的灵活与快速反应；</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">——成本和周转期（通过有效和高效地利用资源达到）；</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">——对最好地达到预期结果的过程的整合；</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">——通过提高组织能力获得竞争优势；</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">——员工了解并推动实现组织的目标和参与持续改进；</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">——相关方对组织有效性和效率的信心，这可由该组织的业绩、产品寿命周期以及信誉所产生的经济和社会效益来证实；</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">——通过优化成本和资源以及灵活快速地共同适应市场的变化，为组织及其创造价值的能力。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><span lang="EN-US"><p><font face="Times New Roman">&nbsp;</font></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><b><span lang="EN-US"><font face="Times New Roman">0.2<span style="mso-spacerun: yes;">&nbsp; </span></font></span></b><b><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">过程方法</span><span lang="EN-US"><p></p></span></b></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><span lang="EN-US"><p><font face="Times New Roman">&nbsp;</font></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">本标准鼓励在建立、实施质量管理体系以及改进其有效性和效率时，采用过程方法，通过满足相关方要求，增强相关方满意。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">为使组织有效和高效运作，必须识别和管理众多相互关联的活动。通过使用资源和管理，将输入转化为输出的活动可视为过程。通常，一个过程的输出直接形成下一个过程的输入。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">组织内诸过程的系统的应用，连同这些过程的识别和相互作用及其管理，可称之为“过程方法”。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">过程方法的优点是对诸过程的系统中单个过程之间的联系以及过程的组合和相互作用进行连续的控制。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21.75pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">过程方法在质量管理体系中应用时，强调以下方面的重要性：</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 39.75pt; TEXT-INDENT: -18pt; mso-list: l0 level1 lfo1; tab-stops: list 39.75pt;"><span lang="EN-US" style="mso-fareast-font-family: 'Times New Roman';"><span style="mso-list: Ignore;"><font face="Times New Roman">a）<span style="FONT: 7pt 'Times New Roman';">&nbsp; </span></font></span></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">理解并满足要求；</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 39.75pt; TEXT-INDENT: -18pt; mso-list: l0 level1 lfo1; tab-stops: list 39.75pt;"><span lang="EN-US" style="mso-fareast-font-family: 'Times New Roman';"><span style="mso-list: Ignore;"><font face="Times New Roman">b）<span style="FONT: 7pt 'Times New Roman';">&nbsp; </span></font></span></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">需要从增值的角度考虑过程；</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 39.75pt; TEXT-INDENT: -18pt; mso-list: l0 level1 lfo1; tab-stops: list 39.75pt;"><span lang="EN-US" style="mso-fareast-font-family: 'Times New Roman';"><span style="mso-list: Ignore;"><font face="Times New Roman">c）<span style="FONT: 7pt 'Times New Roman';">&nbsp; </span></font></span></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">获得过程业绩和有效性的结果；</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 39.75pt; TEXT-INDENT: -18pt; mso-list: l0 level1 lfo1; tab-stops: list 39.75pt;"><span lang="EN-US" style="mso-fareast-font-family: 'Times New Roman';"><span style="mso-list: Ignore;"><font face="Times New Roman">d）<span style="FONT: 7pt 'Times New Roman';">&nbsp; </span></font></span></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">给予客观测量，持续改进过程。</span></p><p><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-family: 'Times New Roman'; mso-bidi-font-size: 12.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-font-kerning: 1.0pt;">图</span><span lang="EN-US" style="FONT-SIZE: 10.5pt; FONT-FAMILY: 'Times New Roman'; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: 宋体; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-font-kerning: 1.0pt;">1</span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-family: 'Times New Roman'; mso-bidi-font-size: 12.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-font-kerning: 1.0pt;">所反映的以过程为基础的质量管理体系模式展示了</span><span lang="EN-US" style="FONT-SIZE: 10.5pt; FONT-FAMILY: 'Times New Roman'; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: 宋体; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-font-kerning: 1.0pt;">4</span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-family: 'Times New Roman'; mso-bidi-font-size: 12.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-font-kerning: 1.0pt;">～</span><span lang="EN-US" style="FONT-SIZE: 10.5pt; FONT-FAMILY: 'Times New Roman'; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: 宋体; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-font-kerning: 1.0pt;">8</span><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-family: 'Times New Roman'; mso-bidi-font-size: 12.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-font-kerning: 1.0pt;">章中所提出的过程联系。这种展示反映了在规定输入要求时，相关方起着重要作用；对相关方满意的监视要求对相关方有关组织是否已满足其要求的感受信息进行评价。</span></p><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'; mso-bidi-font-family: 'Times New Roman'; mso-bidi-font-size: 12.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA; mso-font-kerning: 1.0pt;"><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><b><span lang="EN-US"><font face="Times New Roman">0.3<span style="mso-spacerun: yes;">&nbsp; </span></font></span></b><b><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">与</span><span lang="EN-US"><font face="Times New Roman">GB/T19001</font></span></b><b><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">的关系</span><span lang="EN-US"><p></p></span></b></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt;"><b><span lang="EN-US"><p><font face="Times New Roman">&nbsp;</font></p></span></b></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21pt; mso-char-indent-count: 2.0;"><span lang="EN-US"><font face="Times New Roman">GB/T19001</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">和</span><span lang="EN-US"><font face="Times New Roman"> GB/T19004</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">已制定为一对协调一致的质量管理体系标准，他们互相补充，但也可单独使用。虽然这两项标准具有不同的范围，但却具有相似的结构，以有助于他们作为协调一致的一对标准的应用。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21pt; mso-char-indent-count: 2.0;"><span lang="EN-US"><font face="Times New Roman">GB/T19001</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">规定了质量管理体系要求，可供组织内部使用，也可用于认证或合同目的。在满足顾客要求方面，</span><span lang="EN-US"><font face="Times New Roman">GB/T19001</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">所关注的是质量管理体系的有效性。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21pt; mso-char-indent-count: 2.0;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">与</span><span lang="EN-US"><font face="Times New Roman">GB/T19001</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">相比，</span><span lang="EN-US"><font face="Times New Roman">GB/T19004</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">为质量管理体系更宽范围的目标提供了指南。除了有效性，该标准还特别关注持续改进组织的总体业绩与效率。对于最高管理者希望通过追求业绩持续改进而超越</span><span lang="EN-US"><font face="Times New Roman">GB/T19001</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">要求的那些组织，</span><span lang="EN-US"><font face="Times New Roman">GB/T19004</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">推荐了指南。然而，用于认证和合同不是</span><span lang="EN-US"><font face="Times New Roman">GB/T19004</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">的目的。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21pt; mso-char-indent-count: 2.0;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">为进一步方便使用，本标准将</span><span lang="EN-US"><font face="Times New Roman">GB/T19001</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">要求的基本内容置于方框内，并附在相关条款后。“注”为理解和说明本标准提供了指南。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><span lang="EN-US"><p><font face="Times New Roman">&nbsp;</font></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 24.75pt; TEXT-INDENT: -24.75pt; mso-list: l0 level2 lfo1; tab-stops: list 24.75pt;"><b><span lang="EN-US" style="mso-fareast-font-family: 'Times New Roman';"><span style="mso-list: Ignore;"><font face="Times New Roman">0.4<span style="FONT: 7pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></font></span></span></b><b><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">与其他管理体系的相容性</span><span lang="EN-US"><p></p></span></b></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><b><span lang="EN-US"><p><font face="Times New Roman">&nbsp;</font></p></span></b></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21pt; mso-char-indent-count: 2.0;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">本标准不包括针对其他管理体系的指南，如环境管理、职业卫生与安全管理、财务管理或风险管理所特有的指南。然而本标准使组织能够将自身的质量管理体系与相关的管理体系结合或整合。组织为了建立遵循本标准指南的质量管理体系，可能会改变现行的管理体系。</span></p><p>&nbsp;</p></span>&nbsp;

翔羽

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[转帖]质量管理体系 业绩改进指南

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