質(zhì)量管理八大原則原則

1、質(zhì)量管理八大原則本譯文表述的雖然是ISO9000:2000系列標(biāo)準(zhǔn)下的質(zhì)量管理原則，但這些原則與CMM/CMMI標(biāo)準(zhǔn)的管理原則是相通的。特別是CMMI標(biāo)準(zhǔn)，綜合了三個(gè)源標(biāo)準(zhǔn)，也借鑒和融合了當(dāng)今適用的管理理論和實(shí)踐，包括ISO9000等其他的標(biāo)準(zhǔn)的管理思想。  各軟件企業(yè)所服務(wù)的行業(yè)不同，企業(yè)性質(zhì)不同，組織戰(zhàn)略不同，實(shí)施ISO9000標(biāo)準(zhǔn)，推行CMM/CMMI標(biāo)準(zhǔn)也就會(huì)有不同的實(shí)施方法。但管理原則應(yīng)該是一致的。  所以，本人翻譯了ISO官方網(wǎng)站上的這篇文章，希望對(duì)廣大企業(yè)理解和實(shí)施CMM/CMMI/ISO9000標(biāo)準(zhǔn)有啟發(fā)和幫助。  Introduction

2、0; 介紹  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

3、 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.   本文介紹了修訂版ISO9000:2000質(zhì)量

4、管理體系標(biāo)準(zhǔn)所依據(jù)的八大管理原則。這些原則可以作為一個(gè)框架，指導(dǎo)高級(jí)管理者改進(jìn)組織的績(jī)效。這些原則來(lái)源于參與ISO技術(shù)委員會(huì)ISO/TC176質(zhì)量管理和質(zhì)量保證的國(guó)際專(zhuān)家組的集體經(jīng)驗(yàn)和知識(shí)。技術(shù)委員會(huì)負(fù)責(zé)ISO9000標(biāo)準(zhǔn)的開(kāi)發(fā)和維護(hù)。  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

5、Guidelines for performance improvements.   這八大管理原則在以下二個(gè)標(biāo)準(zhǔn)中有定義：ISO9000:2000,質(zhì)量管理體系基礎(chǔ)和詞匯；ISO9004:2000，質(zhì)量管理體系績(jī)效改進(jìn)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 derive

6、d from their use and of actions that managers typically take in applying the principles to improve their organizations' performance.   本文給出了八大管理原則在ISO 9000:2000和ISO 9004:2000中的標(biāo)準(zhǔn)描述。另外，列舉了使用這些原則的一些好處，以及管理人員應(yīng)用這些原則改進(jìn)組織績(jī)效的有代表性的做法。  Principle 1 Customer focus  原則1 以客戶(hù)為關(guān)注焦點(diǎn)  Organi

7、zations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations.  組織依賴(lài)于他們的客戶(hù)，所以應(yīng)該了解客戶(hù)現(xiàn)在和將來(lái)的需求，應(yīng)該滿(mǎn)足客戶(hù)需求并努力超越客戶(hù)期望。  Key benefits:   關(guān)鍵好處：  · Increased revenue and

8、market share obtained through flexible and fast responses to market opportunities.   通過(guò)靈活和快速的對(duì)市場(chǎng)機(jī)會(huì)的反應(yīng)提高了收入和市場(chǎng)份額。  · Increased effectiveness in the use of the organization's resources to enhance customer satisfaction.   提高了組織對(duì)資源的有效利用來(lái)增強(qiáng)客戶(hù)滿(mǎn)意。  · Improved customer loya

9、lty leading to repeat business.   提高了客戶(hù)忠誠(chéng)度，留住回頭客。  Applying the principle of customer focus typically leads to:   應(yīng)用以客戶(hù)為關(guān)注焦點(diǎn)通常需要：  · Researching and understanding customer needs and expectations.   調(diào)查研究和理解客戶(hù)的需求和期望。  · Ensuring that the objectives of the organi

10、zation are linked to customer needs and expectations.   確保把組織目標(biāo)和客戶(hù)需求和期望連接起來(lái)。  · Communicating customer needs and expectations throughout the organization.   在組織內(nèi)部全面溝通客戶(hù)需求和期望。  · Measuring customer satisfaction and acting on the results.  測(cè)量客戶(hù)滿(mǎn)意度，并針對(duì)結(jié)果采取行動(dòng)。   &

11、#183; Systematically managing customer relationships.   系統(tǒng)的管理客戶(hù)關(guān)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).   確保在滿(mǎn)足客戶(hù)和其他利益團(tuán)體之間的平衡。利益團(tuán)體 例子

12、有組織所有者、員工、供應(yīng)商、金融機(jī)構(gòu)、當(dāng)?shù)厣鐖F(tuán)、社會(huì)。  Principle 2 Leadership  原則2 領(lǐng)導(dǎo)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 organization's objectives.  

13、; 領(lǐng)導(dǎo)為組織建立統(tǒng)一的目的和方向。領(lǐng)導(dǎo)應(yīng)該創(chuàng)造和維持一個(gè)能讓員工充分地參與組織目標(biāo)實(shí)現(xiàn)的內(nèi)部環(huán)境。  Key benefits:  關(guān)鍵好處：  · People will understand and be motivated towards the organization's goals and objectives.  將會(huì)讓員工理解組織目的和目標(biāo)，并激勵(lì)他們向這個(gè)方面努力。  · Activities are evaluated, aligned and implemented in a unified

14、way.   將以統(tǒng)一的方式評(píng)估、合作和實(shí)施各項(xiàng)活動(dòng)。  · Miscommunication between levels of an organization will be minimized.   將會(huì)降低組織各層級(jí)之間的溝通誤解。  Applying the principle of leadership typically leads to:   應(yīng)用領(lǐng)導(dǎo)作用原則通常需要：  · Considering the needs of all interested parties including cust

15、omers, owners, employees, suppliers, financiers, local communities and society as a whole.   整體考慮各利益團(tuán)體的需求，包括客戶(hù)、組織所有者、員工、供應(yīng)商、金融機(jī)構(gòu)、當(dāng)?shù)厣鐖F(tuán)、社會(huì)。  · Establishing a clear vision of the organization's future.   為組織未來(lái)建立一個(gè)清晰的愿景。  · Setting challenging goals and targets.  

16、設(shè)置有挑戰(zhàn)性的目的和目標(biāo)。  · Creating and sustaining shared values, fairness and ethical role models at all levels of the organization.   在組織各層級(jí)建立和維護(hù)共同的價(jià)值觀(guān)、公平正直和道德模型。  · Establishing trust and eliminating fear.   建立信任，消除恐懼。  · Providing people with the required resources,

17、 training and freedom to act with responsibility and accountability.   為員工提供所需資源、培訓(xùn)和自主以開(kāi)展相關(guān)的職責(zé)和義務(wù)。  · Inspiring, encouraging and recognizing people's contributions.   激發(fā)、鼓勵(lì)和認(rèn)可員工的貢獻(xiàn)。  Principle 3 Involvement of people  原則3 全員參與  People at all levels are the esse

18、nce of an organization and their full involvement enables their abilities to be used for the organization's benefit.  各層級(jí)的員工是組織的要素，他們的充分參與能使他們的能力為組織的利益服務(wù)。  Key benefits:   關(guān)鍵好處：  · Motivated, committed and involved people within the organization.   在組織內(nèi)激勵(lì)員工，獲得員工的承諾和

19、參與。  · Innovation and creativity in furthering the organization's objectives.   改革創(chuàng)新和創(chuàng)造以促進(jìn)公司目標(biāo)實(shí)現(xiàn)。  · People being accountable for their own performance.   員工將對(duì)他們自己的績(jī)效承擔(dān)責(zé)任。  · People eager to participate in and contribute to continual improvement.   員工

20、熱心于參加持續(xù)改進(jìn)過(guò)程，并積極做貢獻(xiàn)。  Applying the principle of involvement of people typically leads to:   應(yīng)用全員參與原則通常需要：  · People understanding the importance of their contribution and role in the organization.   員工理解他們的貢獻(xiàn)和任務(wù)對(duì)組織的重要性。  · People identifying constraints to their per

21、formance.   員工識(shí)別影響他們績(jī)效的限制條件。  · People accepting ownership of problems and their responsibility for solving them.   員工接受和承擔(dān)問(wèn)題，并對(duì)解決問(wèn)題負(fù)責(zé)。  · People evaluating their performance against their personal goals and objectives.   員工通過(guò)對(duì)照他們的個(gè)人目的和目標(biāo)，評(píng)價(jià)他們自己的績(jī)效。  · Pe

22、ople actively seeking opportunities to enhance their competence, knowledge and experience.   員工積極地尋找提高他們能力、知識(shí)和經(jīng)驗(yàn)和機(jī)會(huì)。  · People freely sharing knowledge and experience.   員工自由地共享他們的知識(shí)和經(jīng)驗(yàn)。  · People openly discussing problems and issues.   員工開(kāi)放地討論問(wèn)題。  Principle

23、4 Process approach  原則4 過(guò)程方法  A desired result is achieved more efficiently when activities and related resources are managed as a process.  在活動(dòng)和相關(guān)資源作為一個(gè)過(guò)程來(lái)管理的時(shí)候，期望的結(jié)果將更有效地達(dá)到。  Key benefits:  關(guān)鍵好處：  · Lower costs and shorter cycle times through effective use of res

24、ources.   通過(guò)有效地使用資源，降低成本，縮短工期。  · Improved, consistent and predictable results.   得到改進(jìn)的、一致的和可預(yù)測(cè)的結(jié)果。  · Focused and prioritized improvement opportunities.   關(guān)注改進(jìn)機(jī)會(huì)，并劃分優(yōu)先級(jí)。  Applying the principle of process approach typically leads to:  應(yīng)用過(guò)程方法原則通常需要： 

25、 · Systematically defining the activities necessary to obtain a desired result.   系統(tǒng)地定義獲得期望結(jié)果所必要的活動(dòng)。  · Establishing clear responsibility and accountability for managing key activities.   為管理關(guān)鍵活動(dòng)建立清晰的職責(zé)和義務(wù)。  · Analysing and measuring of the capability of key activi

26、ties.   分析和測(cè)量關(guān)鍵活動(dòng)的能力。  · Identifying the interfaces of key activities within and between the functions of the organization.   識(shí)別關(guān)鍵活動(dòng)在組織職能部門(mén)之間的接口界面。  · Focusing on the factors such as resources, methods, and materials that will improve key activities of the organization.

27、   關(guān)注于如資源、方法和原料等能提高組織的關(guān)鍵活動(dòng)的因素。  · Evaluating risks, consequences and impacts of activities on customers, suppliers and other interested parties.   評(píng)估活動(dòng)對(duì)于客戶(hù)、供應(yīng)商和其他利益團(tuán)體的風(fēng)險(xiǎn)、結(jié)果和影響。 Principle 5 System approach to management  原則5 管理的系統(tǒng)方法  Identifying, understanding

28、and managing interrelated processes as a system contributes to the organization's effectiveness and efficiency in achieving its objectives.   對(duì)相關(guān)的過(guò)程，作為一個(gè)系統(tǒng)，來(lái)進(jìn)行識(shí)別、理解和管理。這將有助于組織有效力地和有效率地達(dá)到它的目標(biāo)。  Key benefits:   關(guān)鍵好處：  · Integration and alignment of the

29、processes that will best achieve the desired results.   整合各個(gè)過(guò)程將最好地得到期望的結(jié)果。  · Ability to focus effort on the key processes.   關(guān)注于關(guān)鍵過(guò)程的能力。  · Providing confidence to interested parties as to the consistency, effectiveness and efficiency of the organiz

30、ation.   為相關(guān)利益團(tuán)體在組織的連續(xù)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:  應(yīng)用管理的系統(tǒng)方法原則通常需要：  · Structuring a system to achieve the organization's objectives in the most effective and efficient way.   

31、;用最有效力和效率達(dá)到組織目標(biāo)的方法來(lái)構(gòu)建系統(tǒng)。  · Understanding the interdependencies between the processes of the system.   了解系統(tǒng)各過(guò)程之間的依賴(lài)關(guān)系。  · Structured approaches that harmonize and integrate processes.   用結(jié)構(gòu)化的方法來(lái)協(xié)調(diào)和集成各過(guò)程。  · Providing a better understan

32、ding of the roles and responsibilities necessary for achieving common objectives and thereby reducing cross-functional barriers.   提供對(duì)達(dá)成共同目標(biāo)必要的角色和職責(zé)更好的理解，從而減少交叉職能部門(mén)之間的障礙。  · Understanding organizational capabilities and establishing resource constraints prior to action. 

33、0; 了解組織能力，在行動(dòng)前確定資源限制投條件。  · Targeting and defining how specific activities within a system should operate.   明確和定義特定的活動(dòng)如何在系統(tǒng)中展開(kāi)。  · Continually improving the system through measurement and evaluation.   通過(guò)測(cè)試和評(píng)估持續(xù)地改進(jìn)系統(tǒng)。  Principle 6 Con

34、tinual improvement  原則6 持續(xù)改進(jìn)  Continual improvement of the organization's overall performance should be a permanent objective of the organization.   持續(xù)改進(jìn)組織的總體績(jī)效應(yīng)該是組織的永恒的目標(biāo)。  Key benefits:   關(guān)鍵好處：  · Performance advantage through im

35、proved organizational capabilities.   通過(guò)改進(jìn)組織能力獲得業(yè)績(jī)優(yōu)勢(shì)。  · Alignment of improvement activities at all levels to an organization's strategic intent.   在各層級(jí)合作展開(kāi)改進(jìn)活動(dòng)為組織戰(zhàn)略目標(biāo)服務(wù)。  · Flexibility to react quickly to opportunities.   適應(yīng)性以快速對(duì)機(jī)會(huì)做出反應(yīng)

36、。  Applying the principle of continual improvement typically leads to:  應(yīng)用持續(xù)改進(jìn)原則通常需要：  · Employing a consistent organization-wide approach to continual improvement of the organization's performance.   在全組織使用一致的方法來(lái)持續(xù)地改進(jìn)組織的業(yè)績(jī)。  · Providin

37、g people with training in the methods and tools of continual improvement.   對(duì)員工進(jìn)行持續(xù)改進(jìn)方法和工具的培訓(xùn)。  · Making continual improvement of products, processes and systems an objective for every individual in the organization.   把對(duì)產(chǎn)品、過(guò)程和系統(tǒng)進(jìn)行持續(xù)改進(jìn)作為組織每一個(gè)員工的一個(gè)工作目標(biāo)。  &

38、#183; Establishing goals to guide, and measures to track, continual improvement.   建立目標(biāo)來(lái)指導(dǎo)，測(cè)量來(lái)跟蹤持續(xù)改進(jìn)。  · Recognizing and acknowledging improvements.   認(rèn)可和報(bào)償改進(jìn)。  Principle 7 Factual approach to decision making  原則7 基于事實(shí)的決策  Effective de

39、cisions are based on the analysis of data and information.  有效的決定都是基于對(duì)數(shù)據(jù)和信息的分析的。  Key benefits:   關(guān)鍵好處：  · Informed decisions.   基于可靠信息的決定。  · An increased ability to demonstrate the effectiveness of past decisions through referen

40、ce to factual records.   具有增強(qiáng)的能力來(lái)通過(guò)引用事實(shí)的記錄展示過(guò)去決策有效性。  · Increased ability to review, challenge and change opinions and decisions.   具有增強(qiáng)的能力去評(píng)審、挑戰(zhàn)和改變意見(jiàn)和決定。  Applying the principle of factual approach to decision making typically leads to:   應(yīng)用基于事

41、實(shí)的決策原則通常需要：  · Ensuring that data and information are sufficiently accurate and reliable.   確保數(shù)據(jù)和信息足夠的正確和可靠。  · Making data accessible to those who need it.   需要使用數(shù)據(jù)的人員能得到相關(guān)數(shù)據(jù)。  · Analysing data and information using valid methods.   應(yīng)用有效的方法分析數(shù)據(jù)和信息。  · Making decisions and taking action based on factual analysis, balanced with experience and intuition.   決策和行動(dòng)基于事實(shí)的分析，平衡經(jīng)驗(yàn)和直覺(jué)。  Principle 8 Mutually beneficial supplier relationships  原則8 互利的供應(yīng)