质量管理八大原则原则3

1、质量管理八大原那么原那么本译文表述的虽然是ISO9000:2000系列标准下的质量管理原那么， 但这些原那么与CMM/CMMI标准的管理原那么是相通的。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。各软件企业所效劳的行业不同，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。 但管理原那么应该是一致的。所以，本人翻译了 ISO官方网站上的这篇文章，希望对广阔企业理 解和实施CMM/CMMI/ISO9000标准有启发和帮助。Introduction介绍This doc

2、ument 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 deri

3、ved 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 理原那么。这些原那么可以作为

4、一个框架，指导高级管理者改良组织 的绩效。这些原那么来源于参与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历和知识。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 i

5、mprovements.这八大管理原那么在以下二个标准中有定义：ISO9000:2000质量管 理体系根底和词汇；ISO9004:2000,质量管理体系绩效改良指南。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 manag

6、ers typically take in applying the principles to improve their organizations performance.本文给出了八大管理原那么在ISO 9000:2000和ISO 9004:2000中的 标准描述。另外，列举了使用这些原那么的一些好处，以及管理人员 应用这些原那么改良组织绩效的有代表性的做法。Principle 1 Customer focus原那么1以客户为关注焦点Organizations depend on their customers and therefore should understand curre

7、nt 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时机的反响提高了收入和市场

8、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 cust

9、omer 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

10、results.测量客户满意度，并针对结果采取行动。Systematically managing customer relationships.系统的管理客户关系。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、

11、供给商、金融机构、当地社团、社会。Principle 2 Leadership原那么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

12、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，并鼓励他们向这个方面努力。Activities are evaluated, aligned and implemented in a unified way.将以统一的方式评估、合作和实施各项活动。Miscommunication between levels of an organization will be minimized.将会降低

13、组织各层级之间的沟通误解。Applying the principle of leadership typically leads to:应用领导作用原那么通常需要：Considering the needs of all interested parties including customers, owners, employees, suppliers, financiers, local communities and society as a whole.整体考虑各利益团体的需求，包括客户、组织所有者、员工、供给 商、金融机构、当地社团、社会。Establishing a clear

14、 vision of the organizations future.为组织未来建立一个清晰的愿景。Setting challenging goals and targets.设置有挑战性的目的和目标。Creating and sustaining shared values, fairness and ethical role models at all levels of the organization.在组织各层级建立和维护共同的价值观、公平正直和道德模型。Establishing trust and eliminating fear.建立信任，消除恐惧。Providing peop

15、le with the required resources, training and freedom to act with responsibility and accountability.为员工提供所需资源、培训和自主以开展相关的职责和义务。Inspiring, encouraging and recognizing peoples contributions.激发、鼓励和认可员工的奉献。Principle 3 Involvement of people原那么3全员参与People at all levels are the essence of an organization an

16、d their full involvement enables their abilities to be used for the organizations benefit.各层级的员工是组织的要素，他们的充分参与能使他们的能力为组织的利益效劳。Key benefits:关键好处：Motivated, committed and involved people within the organization.在组织内鼓励员工，获得员工的承诺和参与。Innovation and creativity in furthering the organizations objectives.改革

17、创新和创造以促进公司目标实现。People being accountable for their own performance.员工将对他们自己的绩效承当责任。People eager to participate in and contribute to continual improvement.员工热心于参加持续改良过程，并积极做奉献。Applying the principle of involvement of people typically leads to:应用全员参与原那么通常需要：People understanding the importance of their

18、contribution and role in the organization.员工理解他们的奉献和任务对组织的重要性。People identifying constraints to their performance.员工识别影响他们绩效的限制条件。People accepting ownership of problems and their responsibility for solving them.员工承受和承当问题，并对解决问题负责。People evaluating their performance against their personal goals and o

19、bjectives.员工通过对照他们的个人目的和目标，评价他们自己的绩效。People actively seeking opportunities to enhance their competence, knowledge and experience.员工积极地寻找提高他们能力、知识和经历和时机。People freely sharing knowledge and experience.员工自由地共享他们的知识和经历。People openly discussing problems and issues.员工开放地讨论问题。Principle 4 Process approach原那

20、么4过程方法A desired result is achieved more efficiently when activities and related resources are managed as a process.在活动和相关资源作为一个过程来管理的时候，期望的结果将更有 效地到达。Key benefits:关键好处：Lower costs and shorter cycle times through effective use of resources.通过有效地使用资源，降低本钱，缩短工期。Improved, consistent and predictable resu

21、lts.得到改良的、一致的和可预测的结果。Focused and prioritized improvement opportunities.关注改良时机，并划分优先级。Applying the principle of process approach typically leads to:应用过程方法原那么通常需要：Systematically defining the activities necessary to obtain a desired result.系统地定义获得期望结果所必要的活动。Establishing clear responsibility and account

22、ability for managing key activities.为管理关键活动建立清晰的职责和义务。Analysing and measuring of the capability of key activities.分析和测量关键活动的能力。Identifying the interfaces of key activities within and between the functions of the organization.识别关键活动在组织职能部门之间的接口界面。Focusing on the factors such as resources, methods, an

23、d materials that will improve key activities of the organization.关注于如资源、方法和原料等能提高组织的关键活动的因素。Evaluating risks, consequences and impacts of activities on customers, suppliers and other interested parties.评估活动对于客户、供给商和其他利益团体的风险、结果和影响。Principle 5 System approach to management原那么5管理的系统方法Identifying, unde

24、rstanding and managing interrelated processes as a system contributes to the organizations effectiveness and efficiency in achieving its objectives.对相关的过程，作为一个系统，来进展识别、理解和管理。这将有 助于组织有效力地和有效率地到达它的目标。Key benefits:关键好处：Integration and alignment of the processes that will best achieve the desired result

25、s.整合各个过程将最好地得到期望的结果。Ability to focus effort on the key processes.关注于关键过程的能力。Providing confidence to interested parties as to the consistency, effectiveness and efficiency of the organization.为相关利益团体在组织的连续性、有效力和有效率方面提供信心。Applying the principle of system approach to management typically leads to:应用管理的

26、系统方法原那么通常需要：Structuring a system to achieve the organizations objectives in the most effective and efficient way.用最有效力和效率到达组织目标的方法来构建系统。Understanding the interdependencies between the processes of the system.了解系统各过程之间的依赖关系。Structured approaches that harmonize and integrate processes.用构造化的方法来协调和集成各过程

27、。Providing a better understanding of the roles and responsibilities necessary for achieving common objectives and thereby reducing cross-functional barriers.提供对达成共同目标必要的角色和职责更好的理解，从而减少穿插 职能部门之间的障碍。Understanding organizational capabilities and establishing resource constraints prior to action.了解组织能力，

28、在行动前确定资源限制投条件。Targeting and defining how specific activities within a system should operate.明确和定义特定的活动如何在系统中展开。Continually improving the system through measurement and evaluation.通过测试和评估持续地改良系统。Principle 6 Continual improvement原那么6持续改良Continual improvement of the organizations overall performance sh

29、ould be a permanent objective of the organization.持续改良组织的总体绩效应该是组织的永恒的目标。Key benefits:关键好处：Performance advantage through improved organizational capabilities.通过改良组织能力获得业绩优势。Alignment of improvement activities at all levels to an organizations strategic intent.在各层级合作展开改良活动为组织战略目标效劳。Flexibility to rea

30、ct quickly to opportunities.适应性以快速对时机做出反响。Applying the principle of continual improvement typically leads to:应用持续改良原那么通常需要：Employing a consistent organization-wide approach to continual improvement of the organizations performance.在全组织使用一致的方法来持续地改良组织的业绩。Providing people with training in the methods

31、and tools of continual improvement.对员工进展持续改良方法和工具的培训。Making continual improvement of products, processes and systems an objective for every individual in the organization.把对产品、过程和系统进展持续改良作为组织每一个员工的一个工 作目标。Establishing goals to guide, and measures to track, continual improvement.建立目标来指导，测量来跟踪持续改良。Rec

32、ognizing and acknowledging improvements.认可和报偿改良。Principle 7 Factual approach to decision making原那么7基于事实的决策Effective decisions are based on the analysis of data and information.有效的决定都是基于对数据和信息的分析的。Key benefits:关键好处：Informed decisions.基于可靠信息的决定。An increased ability to demonstrate the effectiveness of

33、past decisions through reference to factual records.具有增强的能力来通过引用事实的记录展示过去决策有效性。Increased ability to review, challenge and change opinions and decisions.具有增强的能力去评审、挑战和改变意见和决定。Applying the principle of factual approach to decision making typically leads to:应用基于事实的决策原那么通常需要：Ensuring that data and information are sufficiently accurate and reliable.确保数据和信息足够的正确和可靠。Making data accessible to those who need it.需要使用数据的人员能得到相关数据。Analysing data and information using valid methods.应用有效的方法分析数据和信息。Making decisions and taking action based on factual analysis, ba