解读ISO 9001:2015版质量管理7大原则，值得收藏

这次再次分享ISO 9001 2015版的质量管理7大原则详解，中英文对照，中文翻译仅供参考，与此同时大家可以一起学习英文，希望能各位质量人带来帮助。

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领导力作用

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 全员积极参与

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.

原则5 – Improvement 改进

WHAT: 成功的组织总是致力于持续改进

What: Successful organizations have an ongoing focus on improvement.

HOW:

1.促进在组织的所有层次建立改进目标；

2.对各层次员工进行培训，使其懂得如何应用基本工具和方法实现改进目标；

3.确保员工有能力成功地制定和完成改进项目；

4.开发和部署整个组织实施的改进项目；

5.跟踪、评审和审核改进项目的计划、实施、完成和结果；

6.将新产品开发或产品、服务和过程的更改都纳入到改进中予以考虑；

7.赞赏和表彰改进。

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

1.It can promote establishment of improvement objectives at all levels of the organization;

2.It can educate and train people at all levels on how to apply basic tools and methodologies to achieve improvement objectives;

3.It can ensure people are competent to successfully promote and complete improvement projects;

4.It can develop and deploy processes to implement improvement projects throughout the organization;

5.It can track, review and audit the planning, implementation, completion and results of improvement projects;

6.It can integrate improvement consideration into development of new or modified products and services and processes;

7.It can recognize and acknowledge improvement.

原则6 – Evidence-based Decision Making 基于客观（证据）的决策

WHAT:基于数据和信息的分析和评价的决策更有可能产生期望的结果

What: Decisions based on the analysis and evaluation of data and information are more likely to produce desired results.

HOW:

1. 确定、测量和监视证实组织绩效的关键指标；

2.使相关人员能够获得所需的全部数据；

3.确保数据和信息足够准确、可靠和安全；

4.使用适宜的方法对数据和信息进行分析和评价；

5.确保人员对分析和评价所需的数据是胜任的；

6.依据证据，权衡经验和直觉进行决策并采取措施。

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

1.It should determine, measure and monitor key indicators to demonstrate the organization’s performance;

2.It can make all data needed available to the relevant people;

3.It should ensure that data and information are sufficiently accurate, reliable and secure;

4.It can analyze and evaluate data and information using suitable methods;

5.It should ensure people are competent to analyze and evaluate data as needed;

6.It can make decisions and take actions based on evidence, balanced with experience and intuition.

原则7 – Relationship Management 关系管理

WHAT: 为了持续成功，组织需要管理与供方等相关方的关系

What: For sustained success, organizations manage their relationships with interested parties, such as suppliers.

HOW:

1.确定组织和相关方（例如：供方、合作伙伴、顾客、投资者、雇员或整个社会）的关系；

2.确定需要优先管理的相关方的关系；

3.建立权衡短期收益与长期考虑的关系；

4. 收集并与相关方共享信息、专业知识和资源；

5.适当时，测量绩效并向相关方报告，以增加改进的主动性；

6.与供方、合作伙伴及其他相关方共同开展开发和改进活动；

7.鼓励和表彰供方与合作伙伴的改进和成绩。

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

1.It can determine relevant interested parties (such as providers, partners, customers, investors, employees or society as a whole) and their relationship with the organization;

2. It can determine and prioritize interested party relationships that need to be managed;

3.It can establish relationships that balance short-term gains with long-term considerations;

4.It can gather and share information, expertise and resources with relevant interested parties;

5. It can measure performance and provide performance feedback to interested parties, as appropriate, to enhance improvement initiatives;

6.It can establish collaborative development and improvement activities with providers, partners and other interested parties;

7.It can encourage and recognize improvements and achievements by providers and partners.

以上7大原则是ISO9001：2015的精髓，作为一个组织如果能将以上7项原则的活动都开展的有深有色那么组织的管理体系就完美了。所以作为质量人和企业主甚至HR都需要协作落实7大原则，将质量管理融合到营运管理中。

All the principle is the sprite of the ISO9001:2015. If the organize can put all the actions into practice the management system will be perfect. Both the quality person and entrepreneurs even HR shall work together to implement the seven principles not only for quality management but also for operation management.