质量管理八大原则中英对照

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；< /p>

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

2

applying the principles to improve their organization's performance.

本文给出了八大管理原则在

ISO 9000:2000

和

ISO 9004:2000

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< /p>

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.

< /p>

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，< /p>

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。

3

·

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.

4

测量客户满意度，并针对结果

采取行动。

·

Systematically

managing customer relationships.

系统地

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:

5

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。