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质量管理八大原则原则
本译文表述的虽然是<
/p>
ISO9000:2000
系列标准下的质量管理原则，
但这些原则与
CMM/CMMI
标准的管理原则
是相通的。特别是
CMMI
标准，综合了三个源标准，也借鉴和
融合了当今
适用的管理理论和实践，包括
ISO9000
等其他的标准的管理思想。
各软件企业所服务的行业不同，企业性质不同，组织战略不同，实施
ISO
9000
标准，推行
CMM/CMMI
标准也就会有不同的实施方法。但管理原则应该是一致的。
Introduction
介绍
This
document
introduces
the
eight
quality
management
principles
on
which
the
quality
management system
standards of the revised ISO 9000:2000 series are
based. These principles can
be
used
by
senior
management
as
a
framework
to
guide
their
organizations
towards
improved
performance.
The
principles
are
derived
from
the
collective
experience
and
knowledge
of
the
international
experts
who
participate
in
ISO
Technical
Committee
ISO/TC
176,
Quality
management and quality assurance, which
is responsible for developing and maintaining the
ISO
9000 standards.
本文介绍了修订版
ISO9000
:2000
质量管理体系标准所依据的八大管理原则。
这些原则
可以
作为一个框架，指导高级管理者改进组织的绩效。这些原则来源于参与
ISO
技术委员会
ISO/TC176
质量管理和质量保证的国际专家组的集体经验和知识。
技术委员会负责
ISO9000
标准的开发和维护。
The
eight
quality
management
principles
are
defined
in
ISO
9000:2000,
Quality
management
systems
Fundamentals
and
vocabulary,
and
in
ISO
9004:2000,
Quality
management
systems
Guidelines for
performance improvements.
这八大管理原则在以下二个标准中有定义：
ISO9000:2
000,
质量管理体系基础和词汇；
ISO9004:2000
，质量管理体系绩效改进指南。
This
document
gives
the
standardized
descriptions
of
the
principles
as
they
appear
in
ISO
9000:2000 and ISO
9004:2000. In addition, it provides examples of
the benefits derived from their
use
and
of
actions
that
managers
typically
take
in
applying
the
principles
to
improve
their
organizations' performance.
本文给出了八大管理原则在
ISO
9000:2000
和
ISO 9004:2000
中的标准描述。
另外，
列举了
使用这些原则的一些好处，以及管理人员应用这些原则改进组织绩效的有代表性的做法。
Principle 1 Customer
focus
原则
1
以客户为关注焦点
Organizations
depend
on
their
customers
and
therefore
should
understand
current
and
future
customer needs,
should meet customer requirements and strive to
exceed customer expectations.
组织依赖于他们的客户，所以应该了解客户现在和将来的需求，应该满足客户需求并努力
超越客户期望。
Key benefits:
关键好处：
·
Increased
revenue and market share obtained through flexible
and fast responses to market
opportunities.
通过灵活和快速的对市场机会的反应提高了收入和市场份额。
·
Increased
effectiveness
in
the
use
of
the
organization's
resources
to
enhance
customer
satisfaction.
提高了组织对资源的有效利用来增强客户满意。
·
Improved customer loyalty leading to
repeat business.
提高了客户忠诚度，留住回头客。
Applying the principle of customer focus typically
leads to:
应用以客户为关注焦点通常需要：
·
Researching and
understanding customer needs and expectations.
调查研究和理解客户的需求和期望。
·
Ensuring that
the objectives of the organization are linked to
customer needs and expectations.
确保把组织目标和客户需求和期望连接起来。
·
Communicating customer needs and
expectations throughout the organization.
在组织内部全面沟通客户需求和期望。
·
Measuring customer satisfaction and
acting on the results.
测量客户满意度，并针对结果采取行动。
·
Systematically managing customer
relationships.
系统的管理客户关系。
·
Ensuring a
balanced approach between satisfying customers and
other interested parties (such
as
owners, employees, suppliers, financiers, local
communities and society as a whole).
确保在满足客户和其他利益团体之间的平衡。
利益团体
例子有组织所有者、
员工、
供应商、
金融机构、当地社团、社会。
Principle 2
Leadership
原则
2
领导作用
Leaders
establish
unity
of
purpose
and
direction
of
the
organization.
They
should
create
and
maintain
the
internal
environment
in
which
people
can
become
fully
involved
in
achieving
the
organization's objectives.
领导为组织建立统一的目的和方向。领导应该创造和维持一
个能让员工充分地参与组织目
标实现的内部环境。
Key benefits:
关键好处：
·
People will
understand and be motivated towards the
organization's goals and objectives.
将会让员工理解组织目的和目标，并激励他们向这个方面努力。
·
Activities are evaluated, aligned and
implemented in a unified way.
将以统一的方式评估、合作和实施各项活动。
·
Miscommunication between levels of an
organization will be minimized.
将会降低组织各层级之间的沟通误解。
Applying the principle of leadership
typically leads to:
应用领导作用原则通常需要：
·
Considering
the
needs
of
all
interested
parties
including
customers,
owners,
employees,
suppliers,
financiers, local communities and society as a
whole.
整体考虑各利益
团体的需求，包括客户、组织所有者、员工、供应商、金融机构、当地社
团、社会。
·
Establishing a clear vision of the
organization's future.
为组织未来建立一个清晰的愿景。
·
Setting
challenging goals and targets.
设置有挑战性的目的和目标。
·
Creating
and
sustaining
shared
values,
fairness
and
ethical
role
models
at
all
levels
of
the
organization.
在组织各层级建立和维护共同的价值观、公平正直和道德模型。
·
Establishing trust and eliminating
fear.
建立信任，消除恐惧。
·
Providing
people with the required resources, training and
freedom to act with responsibility
and
accountability.
为员工提供所需资源、培训和自主以开展相关的职责和义务。
·
Inspiring, encouraging and recognizing
people's contributions.
激发、鼓励和认可员工的贡献。
Principle 3 Involvement of people
原则
3
全员参与
People at
all levels are the essence of an organization and
their full involvement enables their
abilities to be used for the
organization's benefit.
各层
级的员工是组织的要素，他们的充分参与能使他们的能力为组织的利益服务。
Key benefits:
关键好处：
·
Motivated,
committed and involved people within the
organization.
在组织内激励员工，获得员工的承诺和参与。
·
Innovation and creativity in furthering
the organization's objectives.
改革创新和创造以促进公司目标实现。
·
People being accountable for their own
performance.
员工将对他们自己的绩效承担责任。
·
People eager to
participate in and contribute to continual
improvement.
员工热心于参加持续改进过程，并积极做贡献。
Applying the principle of involvement
of people typically leads to:
应用全员参与原则通常需要：
·
People understanding the importance of
their contribution and role in the organization.
员工理解他们的贡献和任务对组织的重要性。
·
People identifying constraints to their
performance.
员工识别影响他们绩效的限制条件。
·
People
accepting ownership of problems and their
responsibility for solving them.
员工接受和承担问题，并对解决问题负责。
·
People evaluating their performance
against their personal goals and objectives.
员工通过对照他们的个人目的和目标，评价他们自己的绩效。
·
People actively seeking opportunities
to enhance their competence, knowledge and
experience.
员工积极地寻找提高他们能力、知识和经验和机会。
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