質(zhì)量專業(yè)知識培訓(xùn)材料iso9000實(shí)戰(zhàn)1iso9001en-cn

1、精致ISO9001:2000 培訓(xùn)之一htQuality management systems Requirements 1 Scope1.1 General- 品質(zhì)管理體系范圍1 通則要求Thisernational Standard specifies requirements for a quality本國際標(biāo)準(zhǔn)規(guī)定了品質(zhì)管理體系的各項(xiàng)要求，以滿足當(dāng)組織有下列需求時(shí):management system where ananization:needs to demonstrate its ability to consistently provide product t meets cus

2、tomer and applicable regulatory requirements,andaims to achieve customer satisfaction through the effectivea)須要展現(xiàn)其能力足以穩(wěn)定地提供符合客戶或適當(dāng)法規(guī)要求之產(chǎn)品, 和透過體系的有效運(yùn)用，包括持續(xù)改善與保證達(dá)成客戶b)和要求的流程，達(dá)到客戶滿意application of the system, including proses for continualimprovement of the system and the arance of conformity to備注：本國際標(biāo)準(zhǔn)

3、中，產(chǎn)品一詞適用于預(yù)期提供予顧客或其所需要之產(chǎn)品。customer and applicable regulatory requirements.NOTE:hisernational Standard, the term “product” appsto the productended for, or required by, a customer1.2 ApplicationAll requirements of this1 . 2 應(yīng)用此國際標(biāo)準(zhǔn)的所有要求乃通用性要求且期望能適用于所有組織, 無論其行業(yè)、規(guī)模及所提供的產(chǎn)品，ernational Standard are generic

4、andareended to be applicable to allanizations, regardless oftype, size and product provided.Where any requirement(s) of this ernational Standard cannot be app d due to the nature of an anization and its product, this can be considered for exclu .本國際標(biāo)準(zhǔn)的任何要求若因組織或產(chǎn)品之特性而無法適用時(shí)可考慮予以排除Where exclus are made

5、, claims of conformity tothiss s當(dāng)本國際標(biāo)準(zhǔn)的任何要求被排除時(shí)，則組織不得宣稱其符合本國際標(biāo)準(zhǔn)，除非所排除的要求局限于本國際標(biāo)準(zhǔn)的第ernational Standard are not acceptable unless these excluare limited to requirements within clause 7,and such exclu七章，且不影響組織提供符合客戶及適當(dāng)能力或責(zé)任要求產(chǎn)品的do not affect theanizations ability, or responsibility,toprovide product re

6、quirements.t meets customer and applicable regulatory2 Normative referenceThe following normative2標(biāo)準(zhǔn)contains provi text, constitute provis which, s of this subsequent本國際標(biāo)準(zhǔn)下列標(biāo)準(zhǔn)的內(nèi)容以本國際標(biāo)準(zhǔn)的條through referencehis款，所的標(biāo)準(zhǔn)如具日期版次，則其后之修訂或均ernational Standard. For dated referen,不適用于本國際標(biāo)準(zhǔn)然而依據(jù)本國際標(biāo)準(zhǔn)達(dá)成共識之各amendments

7、 to, or revis of, any of these publications do not團(tuán)體仍應(yīng)探求使用下列標(biāo)準(zhǔn)文件最新版次的可能。的apply. However, parties to agreements based on thisernational標(biāo)準(zhǔn)如未指定日期版次，則應(yīng)使用最新的標(biāo)準(zhǔn) ISOStandard are encouraged to investigate thesibility of applying及 IEC 會(huì)員皆維持有最新有效國際標(biāo)準(zhǔn)的登錄。the most recent edition of the normativeindicatedbelow.

8、For undated referenindicated below. edition of the normative, the latest edition of the normativeFor undated referen, the latests. Members ernationalreferred to appof ISO and IEC maain registers of currently valid Standards.ISO 9000:2000, Quality management systems Fundamentals and vocabulary.ISO 90

9、00 : 2000品質(zhì)管理體系 原理與詞匯3 Terms and definitions3 名詞與定義ISO 9000 : 2000 中之與定義均適用于本國際標(biāo)準(zhǔn)。For the pures of thisernational Standard, the terms anddefinitions given in ISO 9000 apply.The following terms usedhis edition of ISO 9001 to describe本國際標(biāo)準(zhǔn)供應(yīng)鏈之名詞更動(dòng)如下，以反映目前the supply chain, have been changed to reflect

10、the vocabulary currently used:的用語：ranization customer供貨商 組織 顧客本版次以“組織”取代先前1994 版次使用的”供貨商”，The term “anization” replathe term “r” used in ISO9001”1994,and refers to the unit, Standard apps. Also, the term “ “subcontractor”.towhich thisernational the term以表示采用本國際標(biāo)準(zhǔn)的之前版次的”分包商”。而”供貨商”則用來取代r” now replaTh

11、roughout the text of this term ”product” occurs, it cernational Standard, wherever the so mean “service”.本國際標(biāo)準(zhǔn)全文之中,”產(chǎn)品”一詞亦等同于”服務(wù)”。4 Quality management system共 12 頁, 第頁問題請到中國顧問師精致ISO9001:2000 培訓(xùn)之一ht4.1 General requirementsTheanization shall establish,品質(zhì)管理體系1 一般要求組織應(yīng)遵照本際際標(biāo)準(zhǔn)的要求建立、文件化、執(zhí)行、維持品質(zhì)管理體系并持續(xù)改善其有

12、效性。, implement andmaain a quality management system and continually improve its effectiveness in accordance with the requirements of thisernational Standard.Theanization shall:a) identify the proses needed for the quality managementsystem, and their application throughout the 1.2);anization (see組織應(yīng)：

13、鑒別品質(zhì)管理體系所需的過程及其在組織中之運(yùn)用( 見 1 . 2)決定這些過程的順序及相互關(guān)系b) determine the sequence anderaction of these proses;c) determine criteria and methods needed to ensuret both theoperation and control of these proses are effective;d) ensure the availability of resourand information nesaryc) 決定確保這些過程有效及方法，的必要的準(zhǔn)則及方to su

14、pport the operation and monitoring of these proses;e) monitor, measure andysis these proses, andd) 確保提供支持這些過程的息；及監(jiān)督必要的資源與信f) implement action nesary to achieve planned results andcontinual improvement of these proses.e) 量測、及分析這些流程，和These proses shall be managed by theanization inf ) 采取必要行動(dòng)以達(dá)成這些過程預(yù)期的

15、結(jié)果及持續(xù)改善accordance with the requirements of thisernational Standard.Where ananization chooses to outsource any prost組織應(yīng)遵照本國際標(biāo)準(zhǔn)的要求管理這些過程affects product conformity with requirements, theanizationshall ensure control over such proses. Control of such當(dāng)組織選用任何滿足產(chǎn)品與要求所需的外來資源流程時(shí)，組織應(yīng)確認(rèn)能掌控這些流程。品質(zhì)管理體系之外來資源流程的控制

16、應(yīng)被定義。outsourced proses shall be identified withhe qualitymanagement system.NOTE: proses needed for the quality management systemreferred to above should include proses for management備注：上述品質(zhì)管理體系所須之過程包括管理活動(dòng)、資源activities, provi measurement.of resour,product realization and提品實(shí)現(xiàn)與量測等過程。4.24.2.1 Generalati

17、on requirements2 文件化要求. 1 通則品質(zhì)管理體系文件應(yīng)包括：The quality management systemation shall include:a)ed s ements objectives;ofaqualitypolicyandqualityb) a quality manual;a)b)c)d)品質(zhì)政策及品質(zhì)目標(biāo)品質(zhì)手冊本國際標(biāo)準(zhǔn)要求的文件化程序；c)edproceduresrequiredby thisernationalStandard;d)s needed by theanization to ensure the effective組織為確保其過

18、有效規(guī)劃、及及所需要的文件，planning operation and control of its proses, ande) records required by thisernational Standard(see 4.2.4)e)本國際標(biāo)準(zhǔn)要求之（見 4 . 2 . 4）NOTE 1 Where the term “ed procedure” appearswithhisernational Standard, this meanst the procedure備注 1 本國際標(biāo)準(zhǔn)中出現(xiàn)名詞”文件化程序”之處，系要求該程序須被建立、文件化、實(shí)施及維持。備注 2 各組織其品質(zhì)管理體

19、系文件化程度或有差別，下列而定：a) 組織的規(guī)模及活動(dòng)型態(tài)； b) 過程的復(fù)雜性及相互關(guān)系 c) 員工的能力。is established,ed, implemented and maained.NOTE2 The extent of the quality management systemation can differ from oneanization to another dueto:a) the size ofanization and type of activities;the complexity of prothe competence of NOTE 3 Theses a

20、nd their nel.eractions and;ation canbe inany form or type of備注 3文件可能為或種類的。medium.4.2.2 Quality manual4 . 2 . 2 品質(zhì)手冊組織應(yīng)建立與品質(zhì)手冊，其內(nèi)容包含Theanization shall establish and maain a quality manualt includes品質(zhì)管理體系的范圍，包括對排除部份的細(xì)節(jié)與理由( 見 1 . 2)品質(zhì)管理體系所建立的文件化程序，或參考該等程序，及描述品質(zhì)管理體系各過程的順序及其彼此間之相互關(guān)系a)the scope of the qua

21、lity management system, includingdetails of and justification for any exclus (see 1.2);b)theed procedures established for the qualitymanagement system, or reference to them, andc)a description of theeraction betn the proses of thequality management system.共 12 頁, 第頁問題請到中國顧問師精致ISO9001:2000 培訓(xùn)之一ht4.2.

22、3 Control ofs4 . 2 . 3 文件品質(zhì)管理體系所要求之文件應(yīng)加以s required by the quality management system shall be，。為一特殊型controlled. Records are a spel type ofand shall be態(tài)之文件據(jù) 4 . 2 . 4 之要求加以controlled according to requirements given in 4.2.4.Aed procedure shall be established to define the應(yīng)建立文件化之程序用以controls needed:a)b

23、)to approve to review s;to ensures for adequacy prior to ie;a)b)c)文件前，核準(zhǔn)其正確性and update as nesary andre-approve必要的更新與再次核準(zhǔn)文件 確定文件的最新版次狀態(tài)已被界定c)t changes andthe current verisus ofs are identified;d)確保文件的改變及目前版次次狀態(tài)被標(biāo)明d)to ensuret relevant vers of applicables areavailable at pos of use;e)to ensure identif

24、iable; to ensuretsremain legibleand readilye)f )確保使用各場所，持有相應(yīng)版次的適當(dāng)文件，確保外來原始文件被識別及分發(fā)，和f)ts of external origin are identified andtheir distribution controlled, andg)防止作廢文件被誤用。如因任何目的而留存時(shí)，應(yīng)被g)to prevent the unended use of obsolete, and to適當(dāng)?shù)蔫b別apply suitable identification to them if they are retained for

25、any pure.4 . 2 . 4的4.2.4 Control of recordsRecords shall be established and ma ained to provide evidence of conformity to requirements and of the effective operation of the quality management system. Records shall remain legible,品質(zhì)管理體系所須之應(yīng)被建立與，以證明符合品質(zhì)管理體系要求的符合性及有效。品質(zhì)應(yīng)易于閱讀，識別及取用應(yīng)建立文件化程序以定義的識別、取用、保護(hù)、保

26、存期限儲(chǔ)與處置方式。readily identifiable and retrievable. Aed procedureshall be established to define the controls needed for the identification, storage, protection, retrieval, retention time anddisition of quality records.Management responsibilityManagement commitmentTop management shall provide evidence of

27、 its commitment to the development and implemen ion of the quality management system and continually improving its effectiveness by:communicating to the anization the importance of meeting customer as well as s utory and regulatory requirements;establishing the quality policy ;管理責(zé)任1 管理承諾最高管理者應(yīng)透過下列方式

28、，以證明對其品質(zhì)管理體系發(fā)展、實(shí)施與持續(xù)改善體系有效性之承諾:a)對組織內(nèi)部溝通 - 符合客戶及法令要求的重要性c) ensuringt quality objectives are established;b)c)建立品質(zhì)政策確保品質(zhì)目標(biāo)被建立d) conducting management reviews,ande) ensuring the availability of resour.d) 執(zhí)行管理，和e) 確保必要資源的提供5 . 2 以客戶為中心最高管理者應(yīng)確?？蛻糁笠驯粵Q定且滿足，以達(dá)到客戶滿意為目的( 見 7 . 2 . 1 及 8 . 2 . 1)5.2 Customer

29、 focusTop management shall ensure determined and met with the satisfaction (see 7.2.1 and 8.2.1).t customer requirements areaim of enhancingcustomer5.3 Quality policyTop management shall ensuret the quality policy:5 . 3 品質(zhì)政策最高管理者應(yīng)確保其品質(zhì)政策:適合組織的目地包括符合品質(zhì)管理體系要求及持續(xù)改善體系有效性之承諾a)b)is appropriate to the pure

30、 of theanization;includes a commitment to comply with requirements andcontinually improve the effectiveness of the quality management system;provides a framework for establishing and reviewing quality objectives;c)c)d)e)is communicated and understood with is reviewed for continuing suitability.heani

31、zation;提供一個(gè)建立及品質(zhì)目標(biāo)之體制d)e)于組織中被溝通及了解其持續(xù)的適切性PlanningQuality objectivesTop management shall ensuret quality objectives, including4 規(guī)劃. 1 品質(zhì)目標(biāo)高階管理者應(yīng)確保組織內(nèi)各相關(guān)機(jī)能及各層級之品質(zhì)目問題請到中國顧問師those needed to meet requirements for product (see 7.1 a) areestablished at relevant functions and levels withhe共 12 頁, 第頁精致ISO90

32、01:2000 培訓(xùn)之一htanization. The quality objectives shall be consistent with the quality policy.5.4.2 Quality management system planningmeasuredand標(biāo)被建立，品質(zhì)目標(biāo)包含符合產(chǎn)品要求之各項(xiàng)要求( 見7 . 1 .a) . 品質(zhì)目標(biāo)應(yīng)可被量測，且必須與品質(zhì)政策相一致。Top management shall ensuret5 . 4 . 2 品質(zhì)管理體系規(guī)劃高階管理者應(yīng)確保：a) the planning of the quality management s

33、ystem is carried out in order to meet the requirements given in 4.1,as well as the quality objectives, anda)規(guī)劃品質(zhì)管理體系以符合條文 4 . 1 節(jié)及品質(zhì)止標(biāo)之要求，和b) theegrity of the quality management system is maainedwhen changes to the quality management system are planned and implemented.b)當(dāng)品質(zhì)管理體系計(jì)劃將有或已有變化時(shí)，維持品質(zhì)管理體系之完整

34、性。Responsibility, authority and communicationResponsibility and authorityTop management shall ensuret the responsibilities, authorities5 責(zé)任,. 1 責(zé)任與與溝通are defined and communicated with5.5.2 Management represeniveheanization.高階管理者應(yīng)確定組織內(nèi)之責(zé)任、已被定義及溝通。Top management shall appoa member of the management wh

35、o,irrespectiveofotherresponsibilities,shallhave5 . 5 . 2 管理代表高階管理者應(yīng)指派管理階層中之一員，不受其它責(zé)任影responsibility and authorityt includes:a) ensuringt proses needed for the quality management響，明定其責(zé)任與包含下列：system are established, implemented and maained;reporting to top management on the performance of the quality

36、management system and any need for improvement,andensuringthepromotionofawarenessofcustomera)確保品質(zhì)管理體系所需之過程被建立、實(shí)施與維持requirements through theanization.b)向高階管理者改善品質(zhì)管理體系執(zhí)行之成效及必要之NOTE: The responsibility of a management represen ive can include liaison with external parties on matters relating to the qua

37、lity management system.c)確保組織全員對客戶要求認(rèn)知的備注管理代表的責(zé)任可以包括與外部機(jī)構(gòu)對品質(zhì)管理5.5.3ernal communication體系有關(guān)事務(wù)的聯(lián)系Top management shall ensuret appropriate communicationproses are established withheanization and effectiveness oft thecommunication takes place regarding the quality management system.5 . 5 . 3 內(nèi)部溝通最高管理者應(yīng)確

38、保組織內(nèi)之溝通過程已被建立, 并且對于品質(zhì)管理體系有效性Management reviewGeneralTop management shall review the management system, at plannedanizations quality ervals, to ensure its6 管理. 1 通則高階管理者應(yīng)于事先計(jì)劃的間隔期間continuing suitability, adequacy and effectiveness. This reviewshall include assessing opportunities for improvement and

39、the need for changes to the quality management system, including the quality policy and quality objectives.組織的品質(zhì)管理體系, 以確保其持續(xù)的適切性、正確性與有效性。管理應(yīng)包括評估改善的機(jī)會(huì)與品質(zhì)管理體系修正的必要性，包括政策與目標(biāo)Records from management reviews shall 4.2.4).be maained (see5.6.2 Review inputThe inputs to management review shall include inform

40、ation onresults of audits;customer feedback;管理的需加以( 參見 4 . 2 . 4)5 . 6 . 2管理管理輸入c) pros performance and product conformity;的輸入應(yīng)涵蓋下列信息：d) sus of preventive and corrective actions;a)b)c)d)e)稽核的結(jié)果客戶回饋過程績效及產(chǎn)品符合性 各項(xiàng)矯正預(yù)防措施的狀態(tài)e) follow-up actions from previous management reviews;f) changest could affect th

41、e quality management system, andg)mendations for improvement.5.6.3 Review outputThe outputs from the management review shall include any前次管理決議事項(xiàng)的跟催f ) 可能影響品質(zhì)管理體系的變化, 和 g) 改善的建議decis and actions relate to:a) improvement of the effectiveness of the quality managementsystem and its proses;5 . 6 . 3管理管理

42、的輸出b) improvement of product related to customer requirements,and的輸出應(yīng)包括下列各項(xiàng)的決議與行動(dòng)問題請到中國顧問師共 12 頁, 第頁精致ISO9001:2000 培訓(xùn)之一htc) resource needs.6 Resource managementa)品質(zhì)管理體系及各過程有效性的改善6.1 Proviof resourb)c)與客戶要求有關(guān)的產(chǎn)品改善資源的要求Theanization shall determine and provide the neededresoura) to implement and maahe

43、quality management system.資源管理1 資源的提供組織應(yīng)決定與提供必須的資源，以and continually improve its effectiveness, andb) to enhance customer requirements.Human resourGeneralsatisfactionbymeetingcustomera) 執(zhí)行和品質(zhì)管理體系及持續(xù)改善其有效性，和b)籍由符合客戶要求以增進(jìn)客戶滿意nel performingwork affecting product quality shall becompetent on the basic of

44、 appropriate education, training, skills and experience.2 人力資源. 1 通則從事足以影響產(chǎn)品品質(zhì)之工作, 必須依其適當(dāng)?shù)慕逃?、?xùn)練、技能和經(jīng)歷以勝任其工作petence, awareness and Traininganization shall:Thea) determine the nesary competency fornel performingwork affecting product quality;provide training of take other actions to satisfy these need

45、s;evaluate the effectiveness of the actions taken;6 . 2 . 2 資格、認(rèn)知與訓(xùn)練組織應(yīng)：d) ensuret itsnel are aware of the relevance anda)界定從事足以影響產(chǎn)品品質(zhì)者之資格要求importance of their activities and how they contribute to the achievement of the quality objectives, andb)c)d)提供訓(xùn)練或其它措施以滿足這些要求評估所采取措施的有效性確保員工認(rèn)知本身作業(yè)的相關(guān)性與重要性及其對達(dá)成

46、e) maain appropriate records of education, training, skills andexperienee 4.2.4).6.3 Infrastructure品質(zhì)目標(biāo)的貢獻(xiàn), 和Theanization shall determine, provide and maaheinfrastructure needed to achieve conforming to product.Requirements. Infrastructure includes, as applicablea) buildings, workspace and assoted u

47、tilities;e)( 見 4 . 2 . 4)適當(dāng)?shù)慕逃⒂?xùn)練、技能及經(jīng)驗(yàn)的b) pros equipment, (both hardware and software),and6 . 3基礎(chǔ)設(shè)施c) supporting servi. (such as transport or communication).組織應(yīng)決定、提供及為達(dá)成符合產(chǎn)品要求必要的基楚6.4 Work environment設(shè)施，基楚設(shè)施包括可行的下列:Theanization shall determineand manage the workenvironmentneededtoachieve requiremen

48、ts.conformityofproducta)b)c)建筑物、工作空間及附屬的設(shè)施過程設(shè)備(包括軟、硬設(shè)備) , 和支持服務(wù)(例如：、通訊)Product realizationPlanning of realization proses6 . 4 工作環(huán)境組織應(yīng)決定和管理為達(dá)到符合產(chǎn)品要求的工作環(huán)境，Theanization shall plan and develop the proses neededfor product realization. Planning of the product realization proses shall be consistent with t

49、he other requirements of thequality management system(see 4.1). In planning for product realization,determine the following, as appropriate:產(chǎn)品實(shí)現(xiàn)1 產(chǎn)品實(shí)現(xiàn)的規(guī)劃組織應(yīng)規(guī)劃與展開產(chǎn)品實(shí)現(xiàn)所需要的各項(xiàng)過程, 產(chǎn)品實(shí)現(xiàn)過程的規(guī)劃必須與品質(zhì)管理體系其它過程的要求相一致theanizationshalla) quality objectives and requirements for the product;b) the need to establish

50、proses,ation, and provideresourspecific to the product;c) required verification, validation, monitoring, inspection and test activities specific to the product, and the criteria for product acceptance;在規(guī)劃產(chǎn)品實(shí)現(xiàn)過程時(shí)，組織必須適當(dāng)決定下列要項(xiàng):d) records needed to provide evidencet the realization品質(zhì)目標(biāo)和產(chǎn)品要求;針對產(chǎn)品所需過程、文件

51、及資源的提供;proses and resulting product meet requirements (see 4.2.4).The output of this planning shall be in a form suitable for the anizations method of operations.c)針對產(chǎn)品必要的驗(yàn)證、確認(rèn)、及產(chǎn)品的允收標(biāo)準(zhǔn)、檢驗(yàn)與測試的活動(dòng)NOTE 1 Aspecifying the proses of the qualitymanagement system (including the product realization proses)an

52、d the resourto be app d to specific product, project ord) 必要的 ( 見4 . 2 . 4)以證明產(chǎn)品實(shí)現(xiàn)過程與最終產(chǎn)品符合要求contract, can be referred to as a quality plan.NOTE 2 Theanization may also apply the requirements given共 12 頁, 第頁問題請到中國顧問師精致ISO9001:2000 培訓(xùn)之一htin 7.3 to the development of product realization proses.此項(xiàng)規(guī)劃產(chǎn)出的

53、結(jié)果, 其格應(yīng)適合其組織作業(yè)方法。7.2 Customer-related proses備注1針對特定產(chǎn)品、項(xiàng)目或合約用以描述其品質(zhì)管理7.2.1 Determination of requirements related to the product體系所有過程( 包括產(chǎn)品實(shí)現(xiàn)過程) 及所需資源的件, 可被稱為品質(zhì)計(jì)劃文The a)anization shall determine:requirements specified by the customer, including the requirements for delivery andt-delivery activities;備

54、注 2 組織亦可運(yùn)用條文 7 .3 的要求于產(chǎn)品實(shí)現(xiàn)過程的展開。2 顧客相關(guān)的過程. 1 決定產(chǎn)品相關(guān)的要求組織應(yīng)決定a) 顧客已指明的要求，包括對交貨與售后的要求b)requirements not sed by the customer but nesary forspecified orended use,where known,c)d)s utory and regulatory requirements related to product,andany additional requirements determined by theanization.7.2.2 Review o

55、f requirements related to the productTheanization shall review the requirements related to theproduct. This review shall be conducted prior to theb) 非顧客所明確指定，但對于已知特定或使用目的是必要的要求anizations commitment to supply a product to the customer(e.g. submisof tenders, acceptance of a contract or orders,acceptan

56、ce of changes to contracts or orders) and shall ensure t:product requirements are defined;contract or order requirements differing from those previously expressed are resolved,andtheanization has the ability to meet defined requirements.c) 與產(chǎn)品相關(guān)法令及的要求, 和d) 組織自訂的任何額外要求7 . 2 . 2 產(chǎn)品相關(guān)要求的組織應(yīng)產(chǎn)品相關(guān)的要求. 此項(xiàng)應(yīng)

57、該在向客戶承諾提品之前完成( 即: 提出標(biāo)單, 接受合約或訂單, 接受合約或訂單的變更) 并且確保：Records of the results of the review and actions arising from the review shall be maained(see 4.2.4).Where the customrovides noed s ement ofrequirement, the customer requirements shall be confirmed bytheanization before acceptance.a) 產(chǎn)品的要求已被定義b）合約或其它

58、要求與先前表達(dá)有所不同處已被解決Where product requirements are changed, theanization shallbe ensuret relevants are amended andt relevantnel are made aware of the changed requirements.c)組織有能力滿足各項(xiàng)已定義的要求結(jié)果及后續(xù)措施的必須加以維持（見4 . 2 . 4）NOTE: In some situationch as inernet sales, a formalreview is impractical for each order.

59、Instead the review can coverrelevant product information such as catalogues or advertising material .當(dāng)客戶提出非文件化的要求時(shí)，組織在接受客戶要求前應(yīng)加以確認(rèn)。7.2.3 Customer communicationTheanization shall determine and implement effective當(dāng)產(chǎn)品要求被改變時(shí)，組織應(yīng)確保相關(guān)文件被修正，及相arrangements for communication with customers in relation to:a)

60、product information;關(guān)都知道改變后的要求enquiries, contracts or order handling, including amendments;customer feedback, including customer complas.備注：在某些情況下, 例如網(wǎng)際行銷，對每一張訂單進(jìn)行正式并不實(shí)際. 取代的方式可以是對相關(guān)產(chǎn)品的信息：例如型錄、等加以。Design and developmentDesign and development planning7 . 2 . 3 客戶溝通組織應(yīng)決定及實(shí)施有效的安排, 以進(jìn)行下列與客戶有關(guān)的溝通：Theaniz