品质工程师实务之质量管理体系.ppt

DNV - June 1999 q:\de3210\product\ISO2000\overzicht ISO 2000 ? 1999 DNV B.V. - Rotterdam J. Bruins, maart 1999 品质工程师实务 之 质量管理体系 深圳市德信诚经济咨询有限公司 Quality management principles品质管理八原则 Customer focused organization 以顾客为中心 Leadership 领导作用 Involvement of people 全员参与 Process approach 过程方法 System approach to management 系统管理 Continual improvement 持续改进 Factual approach to decision making 依据事实决策 Mutually beneficial supplier relationships 互利的供应商关系 Customer - Focused Organisation以客户为中心 Understanding customer needs and expectations 理解客户的需求和期望 Communicating these needs and expectations throughout the organisation 将这些需求和期望在全组织内进行传递沟通 Measuring customer satisfaction and acting on results 测量客户满意度并以依此而改进 Leadership 领导 Being proactive leading by example 以身作则 Establishing a clear vision of the organisation’s future 建立组织未来的清晰远景规划 ( 品质政策 ) Providing people with required resources and freedom to act with responsibility and accountability 为员工提供所需资源涉及责任和权力 Educating, training and coaching people 教育，培训和示范 Setting challenging goals and targets 设定具有挑战性的目标 Implementing strategy to achieve these goals and targets 达成这些目标的实施策略 Involvement of People全员参与 Accept ownership and responsibility to solve problems 接受解决问题的责任 Actively seek opportunities to make improvements 积极寻求改进的机会 Actively seek opportunities to enhance their competencies, knowledge and experience 积极寻求提高员工能力，知识和经验的机会 Freely share knowledge and experience in teams and groups 在团体内自已分享知识和经验 Process Approach 过程方法 Define Processes needed to achieve desired results 定义需要取得期望结果的过程 Identify Measure Inputs Outputs 鉴别和量测输入和输出 Evaluate risk, consequence and impact on customers 评估风险，结果和对客户的影响 Establish responsibility, authority and accountability for managing processes 建立管理过程的职责和权限 Consider methods, training, resources, etc to achieve desire