GB/T 19004.2-1994质量管理和质量体系要素　第2部分：服务指南.pdf

UDC 658-562 A 00 rja 中 华 人 民 共 和 国 国 家 标 准 Gs/T 19004.2-1994 idtISO9004-2:1991 质量管理和质量体系要素 第2部分: 服务指南 Qualitymanagementandqualitysystemelement- Part2:Guidelinesforservices 1994一11一29发布 1995一06一01实施 国 家 技 月片 监 督 局 发 布 标准分享网 免费下载 目 次 前言 ISO前言 引言 1范围·······..·················..······”·········································”······························…… 1 2 引用标准 ····················..····”······································，··································…… 2 3 定义“，····························”···“····“·“····················，···························……2 4服务特性 ···························”·”····“····“··························”······························…… 3 4.1服务和服务提供的特性“·”····“·“·“·············································……‘·‘二’·‘二3 4.2服务和服务提供特性的控制·······················“·····················……’·‘二‘二‘·’二’·‘二‘”’·“·3 5质量体系原则 ”·”·“··“···················””····”·”······················”… ‘”“··········…… ’··… ‘·3 5.1质量体系的关键方面 ····”············”····”························…… ‘···················… …‘·’·3 5.2管理职责 ···”·”····”·“··”·················”·”··“···“····················”···············…… 4 5.3 人员和物质资源 ····“·····················”··””····“···················”·”····”······················“·… 5 5. 4质量体系结构 ···································“·························”····“·······················…… 6 5. 5与顾客的接触 ····”···”····“·····················”·············································”····…… 8 6质量体系运作要素 ···”·”····”·“··“···········”··············……’·’二’·’·‘二’·.… ‘二’·’·‘二9 6.1市场开发过程 ·””·”····”·“·····················”····”··························