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1、ISO9004-2009组织持续成功管理-一种质量管理方法Managing for the sustained success of an organization A quality management approach组织持续成功管理-一种质量管理方法1 ScopeThis International Standard provides guidance to organizations to support the achievement of sustainedsuccess by a quality management approach. It is applicable to
2、any organization, regardless of size, type andactivity.This International Standard is not intended for certification, regulatory or contractual use.1、范围这个国际标准提供一种质量管理方法为组织实现持续成功提供指南。它适用于所有组织，无论其大小、类型和活动。本标准不是为认证、规范或合同用途编写。2 Normative referencesThe following referenced documents relate to the applica
3、tion of this document. For dated references, only theedition cited applies. For undated references, the latest edition of the referenced document (including anyamendments) applies.ISO 9000, Quality management systems Fundamentals and vocabulary2、引用标准下列引用标准与本文的应用有关，对于注日期引用的标准，只有指定的版本使用；对非注日期引用的标准，最新的
4、版本适用。Iso9000，质量管理体系-基础和术语3 Terms and definitionsFor the purposes of this document, the terms and definitions given in ISO 9000 and the following apply.3.1sustained successorganization result of the ability of an organization to achieve and maintain its objectives in the long term3.2organizations env
5、ironmentcombination of internal and external factors and conditions that can affect the achievement of anorganizations objectives and its behaviour towards its interested parties3、术语和定义本文使用的术语和定义包括iso9000中给出的，以及下列两个3.1持续成功组织长期持续保持实现其目标的能力3.2 组织的环境哪些能够影响组织目标实现和面向其利益相关方的行为的内外部因素、条件的结合体4 Managing for t
6、he sustained success of an organization4.1 GeneralTo achieve sustained success, top management should adopt a quality management approach. Theorganizations quality management system should be based on the principles described in Annex B. Theseprinciples describe concepts that are the foundation of a
7、n effective quality management system. To achievesustained success, top management should apply these principles to the organizations quality managementsystem.The organization should develop the organizations quality management system to ensure the efficient use of resources, decision making based o
8、n factual evidence, and focus on customer satisfaction, as well as on the needs and expectations of other relevant interestedparties.NOTE In this International Standard, the term “top management” refers to the highest level of decision making authority in an organization and the term “the organizati
9、on” covers all people in an organization. This is consistent with thedefinitions of these terms given in ISO 9000.4 组织的持续成功管理4.1总则为实现持续成功最高管理者应当采纳一个质量管理方法。组织的之链管理体系应当基于附录B中所描述的原则（附录B写得是质量体系的八项原则：顾客为关注焦点、领导作用、全员参与、过程方法、管理的系统方法、基于事实的决策方法、持续改进、供方互利的原则）这些原则描述的概念是质量管理体系有效运行的基础。为获得持续成功，最高管理者应当在组织的质量管理体系中应
10、用这些原则。组织应当发展其质量管理体系以确保：资源的有效利用决策制定依据实际以顾客满意为关注焦点，同时关注其他利益相关方的需要和期望。注：在本国际标准中，最高管理者指制定决策的最高层。在组织中最具权威，“组织”的概念包括组织中的所有人。这个定义与iso9000中的有所不同4.2 Sustained successThe organization can achieve sustained success by consistently meeting the needs and expectations of itsinterested parties, in a balanced way,
11、over the long term.An organizations environment is ever-changing and uncertain, and to achieve sustained success its topmanagement should have a long-term planning perspective, constantly monitor and regularly analyse the organizations environment, identify all its relevant interested parties, asses
12、s their individual potential impacts on the organizations performance, as well as determining how to meet their needs and expectations in a balanced way, continually engage interested parties and keep them informed of the organizations activities and plans, establish mutually beneficial relationship
13、s with suppliers, partners and other interested parties, make use of a wide variety of approaches, including negotiation and mediation, to balance the often competing needs and expectations of interested parties, identify associated short and long-term risks and deploy an overall strategy for the or
14、ganization to mitigate them, anticipate future resource needs (including the competences required of its people), establish processes appropriate to achieving the organizations strategy, ensuring that they are capable of responding quickly to changing circumstances, regularly assess compliance with
15、current plans and procedures, and take appropriate corrective andpreventive actions, ensure that people in the organization have opportunities for learning for their own benefit, as well as for maintaining the vitality of the organization, and establish and maintain processes for innovation and cont
16、inual improvement.4.2持续成功组织可以通过在一个较长的时间区间内，通过平衡的方式，持续实现其利益相关方的需求和期望来实现持续成功。组织的环境是多变并且不确定的，为实现持续成功，最高管理者应当：制定长远的规划持续监测并定期分析组织的环境识别出所有的利益相关方，评估其个体对组织业绩的潜在影响的大小，确定如何以平衡的方式满足其要求和期望。与利益相关方保持接触，并随时让其了解组织的活动和计划。与供方、合作伙伴和其他利益相关方建立互利的关系。运用广泛的手段，包括谈判和调节去平衡那些来自利益相关方的经常互相冲突的要求和期望识别所有相关的短期和长期风险，并为组织建立全面的战略去减低风险预
17、测未来的资源需求（包括其所需要的权限）确立组织实现战略所需的过程，确保其能够迅速起效去改变环境。定期评估目前的计划和程序的情况，并采取适当的纠正和预防行动确保组织的成员有机会为改善个人境遇和保持组织的活力而进行学习建立和保持组织创新和持续改进的过程。4.3 The organizations environmentAn organizations environment will be undergoing change continually, regardless of its size (large or small), itsactivities and products, or it
18、s type (for profit or not-for-profit); consequently this should be monitored constantlyby the organization. Such monitoring should enable the organization to identify, assess and manage the risksrelated to interested parties, and their changing needs and expectations.Top management should make decis
19、ions for organizational change and innovation in a timely manner in orderto maintain and improve the organizations performance.NOTE For more information on risk management, see ISO 31000.4.3 组织的环境组织的环境将会经常经历变化，无论其规模（大或小），他的活动和产品，或其类别（营利或非营利）；因此应当持续监测组织的环境。这样的检测确保组织能够识别、评估和管理与利益相关方有关的风险，和其变化的要求和期望。最高
20、管理者应当定期就组织的改变和创新做出决定，以保持和提升组织的业绩。注：有关风险管理的更多信息请参阅ISO310004.4 Interested parties, needs and expectationsInterested parties are individuals and other entities that add value to the organization, or are otherwise interested in, or affected by, the activities of the organization. Meeting the needs and e
21、xpectations of interested parties contributes to the achievement of sustained success by the organization.In addition, the needs and expectations of individual interested parties are different, can be in conflict withthose of other interested parties, or can change very quickly. The means by which t
22、he needs and expectationsof interested parties are expressed and met can take a wide variety of forms, including collaboration,cooperation, negotiation, outsourcing, or by terminating an activity.Table 1 Examples of interested parties and their needs and expectationsInterested party Needs and expect
23、ationsCustomers Quality, price and delivery performance of productsOwners/shareholders Sustained profitabilityTransparencyPeople in the organization Good work environmentJob securityRecognition and rewardSuppliers and partners Mutual benefits and continuitySociety Environmental protectionEthical beh
24、aviourCompliance with statutory and regulatory requirementsNOTE Although most organizations use similar descriptions for their interested parties (e.g. customers,owners/shareholders, suppliers and partners, people in the organization), the composition of those categories can differsignificantly over
25、 time and between organizations, industries, nations and cultures.44利益相关方，需求和期望利益相关方是为组织带来利益的一些个人或者实体，或者对组织感兴趣，或者受到组织活动的影响。满足其要求和期望有助于实现组织的持续成功单个的利益相关方的要求和期望是不同的并可能与其他利益相关方的要求和期望相矛盾，或者迅速改变。为了使相关方的要求和期望得到表达和满足，组织可以采取非常广泛的形式包括协作，合作，谈判，外包，或终止活动。5 Strategy and policy5.1 GeneralTo achieve sustained succe
26、ss, top management should establish and maintain a mission, a vision and valuesfor the organization. These should be clearly understood, accepted and supported by people in theorganization and, as appropriate, by other interested parties.NOTE In this International Standard, a “mission” is a descript
27、ion of why the organization exists, and a “vision”describes its desired state, i.e. what the organization wants to be and how it wants to be seen by its interested parties.5 战略和政策5.1总则为获得持续成功，最高管理者应当为组织建立并保持一个使命、一个愿景和价值观。它们应当被清楚的理解、接受、并受到组织成员的支持。受到其他利益相关方的认可。注：在本标准中，使命是指组织为什么存在，愿景是描述希望达到的状态，例如组织想要做什
28、么，希望被利益相关方视作什么。5.2 Strategy and policy formulationTop management should set out the organizations strategy and policies clearly, in order to get the mission,vision and values accepted and supported by its interested parties. The organizations environment should be regularly monitored to determine if
29、 there is a need to review and (when appropriate) revise the strategy andpolicies. In order to establish, adopt and sustain an effective strategy and policy, the organization should have processes to continually monitor and regularly analyse the organiz ations environment, including its customers ne
30、eds and expectations, the competitive situation, new technologies, political changes, economic forecasts, or sociological factors, identify and determine the needs and expectations of other interested parties, assess its current process capabilities and resources, identify future resource and techno
31、logy needs, update its strategy and policies, and identify the outputs necessary to meet the needs and expectations of the interested parties.These processes should be established in a timely manner, with any necessary plans and resources being provided to support them.The formulation of an organiza
32、tions strategy should also consider activities such as analyses of customer or regulatory demands, its products, its strengths, weaknesses, opportunities, and threats. A defined process should exist for the formulation and review of the organizations strategy.NOTE A “strategy” means a logically stru
33、ctured plan or method for achieving objectives, especially over a long period of time.5.2 战略和政策制定最高管理者应当清楚的展示组织的战略和政策，以确保其使命、愿景和价值观得到利益相关方的接受和支持。组织应当定期检测其环境以确定是否需要评审（适当时）修订其战略和政策。为了建立，采纳和保持一个有效的战略和政策，组织应当建立过程持续监测并定期分析组织的环境，包括其顾客的需求和期望，竞争形势，新技术，政策变化，经济前景或者社会学因素。识别和确定其他利益相关方的需求和期望评估当前的过程能力和资源识别未来的资源和技
34、术需求更新政策和战略识别满足利益相关方需求和期望的必要输出这些过程应当及时建立，并附有必要的计划和资源以提供支持。组织制定战略和政策还应当考虑诸如分析顾客或者规则的要求，其产品、其优势弱点机会威胁。应当建立过程以制定和评审组织的战略和政策。注：战略是指实现目标，特别是长期目标所需的计划或者方法的有机结合体。5.3 Strategy and policy deployment5.3.1 GeneralTo implement a strategy and policies for sustained success, the organization should establish and m
35、aintain processes and practices that translate its strategy and policies into measurable objectives for all relevant levels of the organization, as appropriate, establish timelines for each objective and assign responsibility and authority for achieving the objective, evaluate strategic risks and de
36、fine adequate counter measures, provide the resources required to deploy needed activities, and execute the activities needed to achieve these objectives.5.3 战略和政策部署5.3.1总则为了实施持续成功的战略和政策，组织应建立并保持过程和做法将战略和政策在组织的各个层级上转化成可度量的目标。适当时为每个目标设定时间限制、职责和权力的分配。评估战略风险建立适当的应对措施，提供部署必要活动所需的资源，执行这些实现目标所需的活动5.3.2 Pr
37、ocesses and practicesIn order to ensure that its processes and practices are effective and efficient, the organization should performactivities for anticipating any potential conflicts arising from the different needs and expectations of its interested parties, assessing and understanding the organi
38、zations current performance and the root-causes of problems in the past, in order to avoid their recurrence, keeping interested parties informed, gaining their commitment, keeping them aware of progress against plans, and obtaining feedback and ideas for improvement from them, reviewing the manageme
39、nt system and its processes, and updating them as necessary, monitoring, measuring, analysing, reviewing and reporting, providing any required resources, including those for improvement, innovation and learning, the development, updating and accomplishment of its objectives, including defining timef
40、rames for their achievement, and ensuring that the results are consistent with the strategy.5.3.2过程和做法为确保过程和方法是充分的有效的，组织应执行活动以预测那些来自利益相关方的不同需求和期望带来的任何可能的冲突。评估和理解组织的当前表现和过去问题的“根本原因”，以防止再发生。确保利益相关方了解情况、获得他们的（承诺？委托？认可？该怎么翻?）,让他们了解计划的进展，获得他们的反馈和关于改进的想法。评审管理体系及其过程，必要时更新他们监视测量分析评审和报告提供所需的资源，包括提高 、创新和学习（所需
41、的）部署、更新并实现目标，包括为其完成设立时间框架，确保结果与战略一致。5.3.3 DeploymentTo deploy its strategy and policies, the organization should identify the relationships between its processes. A description of the sequence and interaction of the processes can assist review activities by showing the relationship between organizat
42、ional structures, systems and processes, identifying potential problems in the interactions between processes, providing a means for prioritizing improvement and other change initiatives, and providing a framework for setting, aligning and deploying objectives to all relevant levels of theorganizati
43、on.5.3.3部署为了部署其战略和政策，组织应当识别其内部过程的关系，对内部过程的顺序和相互作用的描述可以协助对活动的评审，通过：显示组织结构、系统和过程之间的联系识别过程相互作用中存在的潜在问题提供优先发展和其他改革措施的方法为在组织各个层级上建立调整部署目标提供框架5.4 Strategy and policy communicationThe effective communication of the strategy and policies is essential to the sustained success of the organization. Such commun
44、ication should be meaningful, timely and continual. Communication should also include a feedback mechanism, a review cycle and should incorporate provisions to proactively address changes in the organizations environment.The organizations communication process should operate both vertically and hori
45、zontally and should be tailored to the differing needs of its recipients. For example, the same information can be conveyed differentlyto people within the organization than to customers or other interested parties.5.4战略和政策沟通战略和政策的有效沟通对组织的持续成功是必要的。这样的沟通应当是有意义的、及时的、持续的。沟通应当包括反馈机制、周期性的自检，与组织积极解决环境变化相结
46、合。组织的沟通过程应当既有纵向的又有横向的，能够针对不同的需要。例如，同样的信息能够有区别的传达给组织内部的人员和顾客及其他的外部相关方6 Resource management6.1 GeneralThe organization should identify the internal and external resources that are needed for the achievement of the organizations objectives in the short and long term. The organizations policies and meth
47、ods for resource management should be consistent with its strategy. To ensure that resources (such as equipment, facilities, materials, energy, knowledge, finance and people) are used effectively and efficiently, it is necessary to have processes in place to provide, allocate, monitor, evaluate, opt
48、imize, maintain and protect those resources. To ensure the availability of the resources for future activities, the organization should identify and assess the risks of potential scarcity, and continually monitor current use of resources to find opportunities for improvement of their use. In parallel, research for new resources, optimized processes and new technologiesshould take place. The organization should periodically review the availabili