[经管营销]品质管理体系建立.pptVIP

DNV - June 1999 q:\de3210\product\ISO2000\overzicht ISO 2000 ? 1999 DNV B.V. - Rotterdam J. Bruins, maart 1999 ISO 9000 Edition 2000 2000年版本 主要内容 ISO 9000系列标准简介 质量管理原则与基本概念 ISO9001 标准要求 质量体系文件与结构 提 问 ？ 1. 什么是ISO？ 2. 什么是ISO9000？ 3.ISO9000最新标准是哪个版本? 3. 目前公司可以申请认证的是哪一个标准？ 4. 8大品质管理原则是什么？ ISO 9000:2000标准族 primary standards 三个主要标准 ISO 9000 Fundamentals and vocabulary 基础与词汇 ISO 9001 Requirements 要求 ISO 9004 Guidelines for performance mprovement 改善表现指南 Quality management principles品质管理原则 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 目标的制定 目标只是改进工作绩效的一个工具，而不是最终目的；目标达到了不一定就比目标没有达到的作得好，还要看目标设定是否合理。 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 i