微解读 —— ISO 9001:2015质量管理7大原则，值得收藏！

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.

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.

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.

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.