質(zhì)量管理八大原則中英對照

質(zhì)量管理八大原則（中英文對照）作者：孫云（來源：希賽網(wǎng)）本譯文表述的雖然是ISO9000:2000系列標準下的質(zhì)量管理原則，但這些原則與CMM/CMMI標準的管理原則是相通的。特別是CMMI標準，綜合了三個源標準，也借鑒和融合了當今適用的管理理論和實踐，包括ISO9000等其他的標準的管理思想。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，實施 ISO9000標準，推行CMM/CMMI標準也就會有不同的實施方法。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，希望對廣大企業(yè)理解和實施CMM/CMMI/ISO9000標準有啟發(fā)和幫助。Introduction介紹ThisdocumentintroducestheeightqualitymanagementprinciplesonwhichthequalitymanagementsystemstandardsoftherevisedISO9000:2000seriesarebased.Theseprinciplescanbeusedbyseniormanagementasaframeworktoguidetheirorganizationstowardsimprovedperformance.TheprinciplesarederivedfromthecollectiveexperienceandknowledgeoftheinternationalexpertswhoparticipateinISOTechnicalCommitteeISO/TC176,Qualitymanagementandqualityassurance,whichisresponsiblefordevelopingandmaintainingtheISO9000standards.本文介紹了修訂版￡09000:2000質(zhì)量管理體系標準所依據(jù)的八大管理原則。這些原則可以作為一個框架，指導(dǎo)高級管理者改進組織的績效。這些原則來源于參與ISO技術(shù)委員會ISO/TC176質(zhì)量管理和質(zhì)量保證的國際專家組的集體經(jīng)驗和知識。技術(shù)委員會負責IS09000標準的開發(fā)和維護。TheeightqualitymanagementprinciplesaredefinedinISO9000:2000,QualitymanagementsystemsFundamentalsandvocabulary,andinISO9004:2000,QualitymanagementsystemsGuidelinesforperformanceimprovements.這八大管理原則在以下二個標準中有定義：IS09000:2000質(zhì)量管理體系基礎(chǔ)和詞匯；￡09004:2000,質(zhì)量管理體系績效改進指南。ThisdocumentgivesthestandardizeddescriptionsoftheprinciplesastheyappearinIS09000:2000andIS09004:2000.Inaddition,itprovidesexamplesofthebenefitsderivedfromtheiruseandofactionsthatmanagerstypicallytakeinapplyingtheprinciplestoimprovetheirorganization'sperformance.本文給出了八大管理原則在ISO9000:2000和ISO9004:2000中的標準描述。另外，列舉了使用這些原則的一些好處，以及管理人員應(yīng)用這些原則改進組織績效的有代表性的做法。Principle1Customerfocus原則1以客戶為關(guān)注焦點Organizationsdependontheircustomersandthereforeshouldunderstandcurrentandfuturecustomerneeds,shouldmeetcustomerrequirementsandstrivetoexceedcustomerexpectations.組織依賴于他們的客戶，所以應(yīng)該了解客戶現(xiàn)在和將來的需求，應(yīng)該滿足客戶需求并努力 超越客戶期望。Keybenefits:關(guān)鍵好處：?ncreasedrevenueandmarketshareobtainedthroughflexibleandfastresponseStomarketopportunities.通過靈活和快速的對市場機會的反應(yīng)提高了收入和市場份額。?Increasedeffectivenessintheuseoftheorganization'sresourcestoenhancecustomersatisfaction.提高了組織對資源的有效利用來增強客戶滿意?Improvedcustomerloyaltyleadingtorepeatbusiness提高了客戶忠誠度，留住回頭客。Applyingtheprincipleofcustomerfocustypicallyleadsto:應(yīng)用以客戶為關(guān)注焦點通常需要：?Researchingandunderstandingcustomerneedsandexpectations.調(diào)查研究和理解客戶的需求和期望。?Ensuringthattheobjectivesoftheorganizationarelinkedtocustomerneedsandexpectations.確保把組織目標和客戶需求和期望連接起來。?Communicatingcustomerneedsandexpectationsthroughouttheorganization.在組織內(nèi)部全面溝通客戶需求和期望。?Measuringcustomersatisfactionandactingontheresults.測量客戶滿意度，并針對結(jié)果采取行動。Systematicallymanagingcustomerrelationships.系統(tǒng)地管理客戶關(guān)系。?Ensuringabalancedapproachbetweensatisfyingcustomersandotherinterestedparties(suchasowners,employees,suppliers,financiers,localcommunitiesandsocietyasawhole).確保在滿足客戶和其他利益團體之間的平衡。利益團體例子有組織所有者、員工、供應(yīng)商、金融機構(gòu)、當?shù)厣鐖F、社會。Principle2Leadership原則2領(lǐng)導(dǎo)作用Leadersestablishunityofpurposeanddirectionoftheorganization.Theyshouldcreateandmaintaintheinternalenvironmentinwhichpeoplecanbecomefullyinvolvedinachievingtheorganization'sobjectives.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)造和維持一個能讓員工充分地參與組織目標實現(xiàn)的內(nèi)部環(huán)境。Keybenefits:關(guān)鍵好處：Peoplewillunderstandandbemotivatedtowardstheorganization'sgoalsandobjectives.將會讓員工理解組織目的和目標，并激勵他們向這個方面努力。?Activitiesareevaluated,alignedandimplementedinaunifiedway.將以統(tǒng)一的方式評估、合作和實施各項活動。?Miscommunicationbetweenlevelsofanorganizationwillbeminimized.將會降低組織各層級之間的溝通誤解。Applyingtheprincipleofleadershiptypicallyleadsto:應(yīng)用領(lǐng)導(dǎo)作用原則通常需要：?Consideringtheneedsofallinterestedpartiesincludingcustomers,owners,employees,suppliers,financiers,localcommunitiesandsocietyasawhole.整體考慮各利益團體的需求，包括客戶、組織所有者、員工、供應(yīng)商、金融機構(gòu)、當?shù)厣鐖F、社會。?Establishingaclearvisionoftheorganization'sfuture.為組織未來建立一個清晰的愿景。?Settingchallenginggoalsandtargets.設(shè)置有挑戰(zhàn)性的目的和目標。?Creatingandsustainingsharedvaluesfairnessandethicalrolemodelsatalllevelsoftheorganization.在組織各層級建立和維護共同的價值觀、公平正直和道德模型。?Establishingtrustandeliminatingfear.建立信任，消除恐懼。?Providingpeoplewiththerequiredresources,trainingandfreedomtoactwithresponsibilityandaccountability.為員工提供所需資源、培訓和自主以開展相關(guān)的職責和義務(wù)。?Inspiring,encouragingandrecognizingpeople'scontributions.激發(fā)、鼓勵和認可員工的貢獻。Principle3InvoIvementofpeople原則3全員參與PeopleatalllevelsaretheessenceofanorganizationandtheirfullinvoIvementenablestheirabilitiestobeusedfortheorganization'sbenefit.各層級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)Keybenefits:關(guān)鍵好處：?Motivated,committedandinvoIvedpeoplewithintheorganization.在組織內(nèi)激勵員工，獲得員工的承諾和參與。?nnovationandcreativityinfurtheringtheorganization'sobjectives.改革創(chuàng)新和創(chuàng)造以促進公司目標實現(xiàn)。?Peoplebeingaccountablefortheirownperformanee.員工將對他們自己的績效承擔責任。?Peopleeagertoparticipatenandcontributetocontinualimprovement.員工熱心于參加持續(xù)改進過程，并積極做貢獻。Applyingtheprincipleofinvolvemenbfpeopletypicallyleadsto:應(yīng)用全員參與原則通常需要：?Peopleunderstandingtheimportaneeoftheircontributionandroleintheorganization.員工理解他們的貢獻和任務(wù)對組織的重要性。?Peopleidentifyingconstraintstotheirperformanee.員工識別影響他們績效的限制條件。?Peopleacceptingownershipofproblemsandtheirresponsibilityforsolvingthem.員工接受和承擔問題，并對解決問題負責。?Peopleevaluatingtheirperformanceagainsttheirpersonalgoalsandobjectives.員工通過對照他們的個人目的和目標，評價他們自己的績效。?Peopleactivelyseekingopportunitiestoenhancetheircompetence,knowledgeandexperienee.員工積極地尋找提高他們能力、知識和經(jīng)驗和機會。?Peoplefreelysharingknowledgeandexperienee.員工自由地共享他們的知識和經(jīng)驗。?Peopleopenlydiscussingproblemsandissues.員工開放地討論問題。Principle4Processapproach原則4過程方法Adesiredresultisachievedmoreefficientlywhenactivitiesandrelatedresourcesaremanagedasaprocess.在活動和相關(guān)資源作為一個過程來管理的時候， 期望的結(jié)果將更有效地達到。Keybenefits:關(guān)鍵好處：?Lowercostsandshortercycletimesthrougheffectiveuseofresources.通過有效地使用資源，降低成本，縮短工期。?Improved,consistentandpredictableresults.得到改進的、一致的和可預(yù)測的結(jié)果。?Focusedandprioritizedimprovementopportunities.關(guān)注改進機會，并劃分優(yōu)先級。Applyingtheprincipleofprocessapproachtypicallyleadsto:應(yīng)用過程方法原則通常需要：?Systematicallydefiningtheactivitiesnecessarytoobtainadesiredresult.系統(tǒng)地定義獲得期望結(jié)果所必要的活動。?Establishingclearresponsibilityandaccountabilityformanagingkeyactivities.為管理關(guān)鍵活動建立清晰的職責和義務(wù)。?Analyzingandmeasuringofthecapabilityofkeyactivities.分析和測量關(guān)鍵活動的能力。?Identifyingtheinterfacesofkeyactivitieswithinandbetweenthefunctionsoftheorganization.識別關(guān)鍵活動在組織職能部門之間的接口界面。?Focusingonthefactorssuchasresources,methods,andmaterialsthatwillimprovekeyactivitiesoftheorganization.關(guān)注于如資源、方法和原料等能提高組織的關(guān)鍵活動的因素。Evaluatingrisks,consequencesandimpactsofactivitiesoncustomers,suppliersandotherinterestedparties.評估活動對于客戶、供應(yīng)商和其他利益團體的風險、結(jié)果和影響。Principle5Systemapproachtomanagement原則5管理的系統(tǒng)方法Identifying,understandingandmanaginginterrelatedprocessesasasystemcontributestotheorganization'seffectivenessandefficiencyinachievingitsobjectives.對相關(guān)的過程，作為一個系統(tǒng)，來進行識別、理解和管理。這將有助于組織有效力地和有效率地達到它的目標。Keybenefits:關(guān)鍵好處：?ntegrationandalignmentoftheprocesseSthatwillbestachievethedesiredresults.整合各個過程將最好地得到期望的結(jié)果。Abilitytofocuseffortonthekeyprocesses.關(guān)注于關(guān)鍵過程的能力。?Providingconfidencetointerestedpartiesastotheeonsistencyeffectivenessandefficiencyoftheorganization.為相關(guān)利益團體對于組織的連續(xù)性、有效力和有效率方面提供信心。Applyingtheprincipleofsystemapproachtomanagementypicallyleadsto:應(yīng)用管理的系統(tǒng)方法原則通常需要：?Structuringasystemtoachievetheorganization'sobjectivesinthemosteffectiveandefficientway.用最有效力和效率達到組織目標的方法來構(gòu)建系統(tǒng)。?Understandingtheinterdependenciesbetweentheprocesses^thesystem.了解系統(tǒng)各過程之間的依賴關(guān)系。?Structuredapproachesthatharmonizeandintegrateprocesses.用結(jié)構(gòu)化的方法來協(xié)調(diào)和集成各過程。-Providingabetterunderstandingoftherolesandresponsibilitiesnecessaryforachievingcommonobjectivesandtherebyreducingcross-functionalbarriers.提供對達成共同目標必要的角色和職責更好的理解，從而減少 交叉職能部門之間的障礙。?Understandingorganizationalcapabilitiesandestablishingresourceconstraintspriortoaction.了解組織能力，在行動前確定資源限制條件。?Targetinganddefininghowspecificactivitieswithinasystemshouldoperate.明確和定義特定的活動如何在系統(tǒng)中展開。?Continuallyimprovingthesystemthroughmeasurementandevaluation.通過測試和評估持續(xù)地改進系統(tǒng)。Principle6Continualimprovement原則6持續(xù)改進Continualimprovementoftheorganization'soverallperformanceshouldbeapermanentobjectiveoftheorganization.持續(xù)改進組織的總體績效應(yīng)該是組織的永恒的目標。Keybenefits:關(guān)鍵好處：?Performanceadvantagethroughimprovedorganizationalcapabilities.通過改進組織能力獲得業(yè)績優(yōu)勢。?Alignmentofimprovementactivitiesatalllevelstoanorganization'sstrategicintent.在各層級合作展開改進活動為組織戰(zhàn)略目標服務(wù)。?Flexibilitytoreactquicklytoopportunities.適應(yīng)性以快速對機會做出反應(yīng)。Applyingtheprincipleofcontinualimprovementtypicallyleadsto:應(yīng)用持續(xù)改進原則通常需要：?Employingaeonsistentorganization-wideapproachtocontinualimprovementoftheorganization'sperformanee.在全組織使用一致的方法來持續(xù)地改進組織的業(yè)績。?Providingpeoplewithtraininginthemethodsandtoolsofcontinualimprovement.對員工進行持續(xù)改進方法和工具的培訓。?Makingcontinualimprovementofproducts,processesandsystemsanobjectiveforeveryindividualintheorganization.把對產(chǎn)品、過程和系統(tǒng)進行持續(xù)改進作為組織每一個員工的一個工作目標?Establishinggoalstoguide,andmeasurestotrack,continualimprovement.建立目標來指導(dǎo)，測量來跟蹤持續(xù)改進。?Recognizingandacknowledgingimprovements.認可和報償改進。Principle7Factualapproachtodecisionmaking原則7基于事實的決策Effectivedecisionsarebasedontheanalysisofdataandinformation.有效的決定都是基于對數(shù)據(jù)和信息的分析的。Keybenefits:關(guān)鍵好處：?Informeddecisions.基于可靠信息的決定?Anincreasedabilitytodemonstratetheeffectivenessofpastdecisionsthroughreferencetofactualrecords.具有增強的能力來通過引用事實的記錄展示過去決策有效性。?Increasedabilitytoreview,challengeandchangeopinionsanddecisions.具有增強去評審、挑戰(zhàn)和改變意見和決定的能力。Applyingtheprincipleoffactualapproachtodecisionmakingtypicallyleadsto:應(yīng)用基于事實的決策原則通常需要：?Ensuringthatdataandinformationaresufficientlyaccurateandreliable.確保數(shù)據(jù)和信息足夠的正確和可靠。?Makingdataaccessibletothosewhoneedit.需要使用數(shù)據(jù)的人員能得到相關(guān)數(shù)據(jù)。?Analyzingdataandinformationusingvalidmethods.應(yīng)用有效的方法分析數(shù)據(jù)和信息。Makingdecisionsandtakingactionbasedonfactualanal