对服务组织的审核指南.docVIP

对服务组织的审核指南 PAGE 1of NUMPAGES 10 ２００９年修订后的关于服务组织的审核指南 International Organization for Standardization? ? ? ? International Accreditation Forum? ? ? ? ? ? ? ? ? ? ? ? Date:? ? ? ? 5 June 2009日期：２００９年６月５日ISO 9001 Auditing Practices Group　Guidance on:ＩＳＯ９００１审核实践组关于服务组织的审核指南Auditing service organizations1. Introduction　引言Although ISO 9001 is intended to apply to all kinds of organizations, regardless of type, size or product provided, there are a number of characteristics of service organizations that require specific attention during a third party audit.??Consequently, this document aims to provide auditors with guidance on auditing the compliance of service organizations to the requirements of ISO 9001. Particular emphasis is given to the requirements of clause 7.3 Design and development, clause 7.5.2 Validation of processes for production and service provision and clause 8.3 Control of nonconforming product.尽管ISO9001标准的意图可供所有类型的组织应用。不管什么类型、规模大小，或者所提供的产品是什么。在这些组织中总会有某些服务组织的特性，这一点在进行第三方认证审核时，对这些服务特性的要求应当特别加以注意。于是，本文的目的是向审核员提供指导，如何对服务组织根据标准ISO9001进行符合性审核，特别要强调的是标准第7.3条《设计和开发》、第7.5.2条《产生和服务提供过程的确认》以及第8.3条《不合格品的控制》。2. Service Organizations　服务组织According to ISO 9000, clause 3.4.2 Product: “Service is the result of at least one activity necessarily performed at the interface between the supplier and customer and is generally intangible. Provision of a service can involve, for example, the following:— an activity performed on a customer-supplied tangible product (e.g. automobile to be repaired);— an activity performed on a customer-supplied intangible product (e.g. the income statement needed to prepare a tax return);— the delivery of an intangible product (e.g. the delivery of information in the context of knowledge transmission);— the creation of a pleasant ambience for the customer (e.g. in hotels and restaurants).”ISO 9000标准第3.4.2条对《产品》定义中有一个注2：“服务通常是无形的，并且是在供方和顾客接触面上至少需要完成一项活动的结果。服务的提供可涉及，例如：—在顾客提供的有形产品（如维护的汽车