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质量管理八大原则(中英文对照)作者：孙云 （来源：希赛网）本译文表述的虽然是ISO9000:2000系列标准下的质量管理原则，但这些原则与CMM/CMMI标准的管理原则是相通的。特别是CMMI标准，综合了三个源标准，也借鉴和融合了当今适用的管理理论和实践，包括ISO9000等其他的标准的管理思想。 各软件企业所服务的行业不同，企业性质不同，组织战略不同，实施ISO9000标准，推行CMM/CMMI标准也就会有不同的实施方法。但管理原则应该是一致的。 所以，本人翻译了ISO官方网站上的这篇文章，希望对广大企业理解和实施CMM/CMMI/ISO9000标准有启发和帮助。 Introduction 介绍 This document introduces the eight quality management principles on which the quality management system standards of the revised ISO 9000:2000 series are based. These principles can be used by senior management as a framework to guide their organizations towards improved performance. The principles are derived from the collective experience and knowledge of the international experts who participate in ISO Technical Committee ISO/TC 176, Quality management and quality assurance, which is responsible for developing and maintaining the ISO 9000 standards. 本文介绍了修订版ISO9000:2000质量管理体系标准所依据的八大管理原则。这些原则可以作为一个框架，指导高级管理者改进组织的绩效。这些原则来源于参与ISO技术委员会ISO/TC176质量管理和质量保证的国际专家组的集体经验和知识。技术委员会负责ISO9000标准的开发和维护。 The eight quality management principles are defined in ISO 9000:2000, Quality management systems Fundamentals and vocabulary, and in ISO 9004:2000, Quality management systems Guidelines for performance improvements. 这八大管理原则在以下二个标准中有定义：ISO9000:2000,质量管理体系基础和词汇；ISO9004:2000，质量管理体系绩效改进指南。 This document gives the standardized descriptions of the principles as they appear in ISO 9000:2000 and ISO 9004:2000. In addition, it provides examples of the benefits derived from their use and of actions that managers typically take in applying the principles to improve their organizations performance. 本文给出了八大管理原则在ISO 9000:2000和ISO 9004:2000中的标准描述。另外，列举了使用这些原则的一些好处，以及管理人员应用这些原则改进组织绩效的有代表性的做法。 Principle 1 Customer focus 原则1 以客户为关注焦点 Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations. 组织依赖于他们的客户，所以应该了解客户现在和将来的需求，应该满足客户需求并努力超越客户期望。 Key benefits: 关键好处： Increased revenue and market share obtained through flexible and fast responses to market opportunities. 通过灵活和快速的对市场机会的反应提高了收入和市场份额。 Increased effectiveness in the use of the organizations resources to enhance customer satisfaction. 提高了组织对资源的有效利用来增强客户满意。 Improved customer loyalty leading to repeat business. 提高了客户忠诚度，留住回头客。 Applying the principle of customer focus typically leads to: 应用以客户为关注焦点通常需要： Researching and understanding customer needs and expectations. 调查研究和理解客户的需求和期望。 Ensuring that the objectives of the organization are linked to customer needs and expectations. 确保把组织目标和客户需求和期望连接起来。 Communicating customer needs and expectations throughout the organization. 在组织内部全面沟通客户需求和期望。 Measuring customer satisfaction and acting on the results. 测量客户满意度，并针对结果采取行动。 Systematically managing customer relationships. 系统地管理客户关系。 Ensuring a balanced approach between satisfying customers and other interested parties (such as owners, employees, suppliers, financiers, local communities and society as a whole). 确保在满足客户和其他利益团体之间的平衡。利益团体 例子有组织所有者、员工、供应商、金融机构、当地社团、社会。 Principle 2 Leadership 原则2 领导作用 Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organizations objectives. 领导为组织建立统一的目的和方向。领导应该创造和维持一个能让员工充分地参与组织目标实现的内部环境。 Key benefits: 关键好处： People will understand and be motivated towards the organizations goals and objectives. 将会让员工理解组织目的和目标，并激励他