話務(wù)員心得體會(huì)
電子科大話務(wù)員心得體會(huì)
曾經(jīng),看著同齡人毫不猶豫的拿出幾大百買的化妝品,我偶爾也會(huì)幻想如果是我自己拿錢買了喜歡的東西。。。。。
曾經(jīng),羨慕那些天天走進(jìn)一品椒子的大款,我也會(huì)想象著這刻的美好。。。。。
曾經(jīng),欣賞著他們逛街買回來(lái)的新衣服,我不時(shí)的也會(huì)有有一絲絲的羨慕。。。。。
只是經(jīng)濟(jì)基礎(chǔ)決定上層建筑。
我決定利用大學(xué)第一個(gè)暑假去獲得屬于我自己的第一桶金。從某種意義上說(shuō),從找工作那刻起,這一路走過(guò)的泥濘是我最難忘的。
6月20號(hào)我和蒲思靜決定暑假一起去體驗(yàn)生活。一開始,我們都是充滿激情,很有興致。在準(zhǔn)備考試的同時(shí)我們還時(shí)時(shí)不時(shí)的盯著網(wǎng)上的招聘信息,生怕錯(cuò)過(guò)一次機(jī)會(huì),可是電腦屏幕上顯示的信息是層出不窮,我們還得一個(gè)一個(gè)的看,工作時(shí)間和工資都要兼顧,這是很困難的,工資低了,時(shí)間長(zhǎng)了不想干,這真的反應(yīng)了當(dāng)代大學(xué)生就業(yè)難的根源。最終目標(biāo)鎖在了科大的話務(wù)員,待遇1400+提成。感覺還不錯(cuò),終于可以松口氣了。接著就是25號(hào)的面試。三四十個(gè)美女在面試廳說(shuō)說(shuō)笑笑,個(gè)個(gè)胸有成竹,原本開朗的我開始很忐忑不安了,此時(shí)我才知道自己是多么的渺小。面試官是位很帥氣,很和藹的老師。面試的題目很簡(jiǎn)單----自我介紹。我沒(méi)信心也沒(méi)有勇氣,看著她們個(gè)個(gè)說(shuō)的頭頭是道,我真的好佩服她們,要身材有身材,要人才有人才。什么努力就有收獲,減輕父母的負(fù)擔(dān)等等。這回我是沒(méi)戲了,她們都做了自我介紹了,只我一個(gè)了,我有想逃的傾向。臉紅心跳加速更加讓我局促不安,我最終還是安分地站起來(lái),簡(jiǎn)單的說(shuō)了自己的姓名,來(lái)自哪個(gè)學(xué)校,再加上“該說(shuō)的她們都說(shuō)了,我就不想說(shuō)了。”聲音越來(lái)越小,后來(lái)連我自己都聽不見了。離開面試廳,我想這回我算是丟盡臉了,我算是完了,我怕是應(yīng)聘不上了,各種焦慮,原來(lái)我是如此脆弱….
謝謝老師最終給我這次鍛煉的機(jī)會(huì)。7月9日,是我們上班第一天,我不想遲到給老師留下不好的印象,匆匆洗漱完畢,拉著行李出了門,外面的雨很大,但我也不知道自己到底是為了什么要前行,背著包,拉著行李,手里還撐著傘,趕到公交的時(shí)候才知道全身都濕透了。什么力量如此強(qiáng)大?到了學(xué)校還沒(méi)到8點(diǎn)…..
在辦公室看了半天的資料,什么交通便利,100%推薦就業(yè),文憑照樣拿,學(xué)習(xí)氣氛濃厚,享有和本科生,研究生一樣的待遇等等,看的我頭都大了,感覺像洗腦了一樣。想必如果是我,我都心動(dòng)了吧!但我還是決定探個(gè)究竟!
我怕被淘汰,因此工作時(shí)間9小時(shí),我半點(diǎn)都不敢怠慢,9小時(shí)就是9小時(shí),一天打9個(gè)小時(shí)的電話,耳朵都發(fā)麻了!還是忍了下來(lái)。前三天都還好,沒(méi)人拒絕我的電話(雖然沒(méi)有業(yè)績(jī)),我還有留下來(lái)的興趣,工作亻在繼續(xù),到了第五天,我就快扛不住了,真的,這工作真太枯燥了,一天口水都說(shuō)干,還沒(méi)人理解你,每天都重復(fù)著同樣的話語(yǔ),還有老師監(jiān)督著,特別是對(duì)我這類人,老師是特別的關(guān)照,一看見我就說(shuō):“XX,你又在偷懶了哇!”我郁悶到了,我一天這么賣命,工作9小時(shí),一個(gè)小時(shí)三塊五,一天三十三,一個(gè)月才一千;雖說(shuō)住的是豪店,里面的蚊子滿天飛,我第一晚一覺睡醒,發(fā)現(xiàn)我身上就有27個(gè)包,你說(shuō)我容易嗎我?地面潮濕得弄得我全身過(guò)敏;衛(wèi)生間的水龍頭都是壞的,一間4人間里面就擠了10個(gè)人,起初說(shuō)的什么萬(wàn)人公寓都是廢話;工作室,那更好了,一間20平方米的房間擠了38個(gè)人,每當(dāng)工作的時(shí)候,那里面就吵得一團(tuán)麻,嘰嘰喳喳的像麻雀一般。想要聽清對(duì)方的話那是很難的,最后我們只好移動(dòng)我們的窩,在地下鋪幾張紙,搬個(gè)椅子,上面放個(gè)電話,坐在外面的走廊里,就是我們的辦公室;你說(shuō)我們掙錢容易嗎我?想想父母,我覺得我們這還算好了,我還是說(shuō)服我自己堅(jiān)持下來(lái)?墒且恍┘议L(zhǎng)和孩子都不領(lǐng)我們情,掛我們電話不說(shuō),還罵一些難聽的話,還好我沒(méi)遇到過(guò),只是一些父母的話讓人寒磣。記得她的孩子考了186,我打電話過(guò)去是阿姨接的。“我孩子的事情你們不用考慮哈,你們管好你自己就是了,我孩子要出國(guó)留學(xué)!”我暈,186還出國(guó)留學(xué),硬是有錢的很哦!!還有一位母親說(shuō):“我們報(bào)的就是你們電子科大本科,分?jǐn)?shù)不夠沒(méi)關(guān)系的,我們有熟人在那,他是教授,會(huì)幫我們的。”我的天拉,249還可以來(lái)讀科大本科….我汗顏!話還沒(méi)說(shuō)完就把我電話掛了,我還沒(méi)反應(yīng)過(guò)來(lái)呢!我只不過(guò)是想要給你多一個(gè)選擇的機(jī)會(huì),現(xiàn)在的人際和金錢社會(huì)我是看透了…..但是也有讓我佩服的,他們有的一放假就打暑假工或者考駕照了,想想我那二年子,就在家干著急!
好不容易有2個(gè)人來(lái)參觀學(xué)校,可是中途卻被人一句“我們?nèi)⒂^一下學(xué)校吧”接走了,還是一個(gè)學(xué)校的,我想既然是一個(gè)學(xué)校的也無(wú)所謂吧,但是上當(dāng)受騙別怪我,叫你去讀什么網(wǎng)教,那有什么用。。ㄔ菊f(shuō)的沙河不招網(wǎng)教的)哪知老師非要我說(shuō)出個(gè)究竟,原來(lái)學(xué)校的個(gè)個(gè)招辦合作又競(jìng)爭(zhēng),他們的壓力也大。!你說(shuō)我拉來(lái)2個(gè)人容易嗎我?我不想解決這件事,我的頭也暈了,我都不知道該怎么說(shuō)了,你要我怎么辦!要是當(dāng)時(shí)是我先說(shuō)的那句話就好了。我又氣又恨,眼淚都在眼角打轉(zhuǎn),卻是哭不出來(lái)。我怪自己沒(méi)本事,這點(diǎn)小事都處理不好,更別說(shuō)要干什么大事了!!此時(shí)此刻,同事們(平時(shí)都不太熟悉,連話都沒(méi)說(shuō)幾句,甚至連名字都叫不出來(lái))紛紛站起來(lái)為我打報(bào)不平,還安慰我,那個(gè)氣勢(shì)才叫強(qiáng)悍。老師也說(shuō)“你看你,一遇到什么困難就退縮,我真的想打你,有句話說(shuō)得好“困難像彈簧,看你強(qiáng)不強(qiáng),你強(qiáng)它就弱,你弱它就強(qiáng)!蹦阕约合胂氚桑绻悴幌虢鉀Q這個(gè)問(wèn)題,以后遇到同樣的問(wèn)題,或是你同事遇到,你怎么辦?”原本打算離開的心已經(jīng)動(dòng)搖了,我再一次留了下來(lái)……
想要說(shuō)服那些還在等錄取通知書的同學(xué)和家長(zhǎng),真的很困難。因?yàn)樗麄儗?duì)成教自考很反感。我開始吸取他們好的經(jīng)驗(yàn)!什么要親切,交朋友,對(duì)比,取得別人的信任等等,但我也不想華而不實(shí),憑自己的良心做人做事,最終無(wú)業(yè)績(jī)。有的學(xué)生家里是農(nóng)村的,家里經(jīng)濟(jì)條件非常不好,只好無(wú)奈的說(shuō)沒(méi)錢讀書.每當(dāng)聽到這樣的話,我就好難過(guò).我感受到了沒(méi)錢讀書的痛苦,體會(huì)到了被學(xué)校拘之門外的難堪.我除了可以對(duì)他們說(shuō)幾句鼓勵(lì)的話外,我什么都做不了.
其實(shí)環(huán)境是艱苦了點(diǎn),但是老師對(duì)我們還是不賴的,什么菊花,金嗓子,草珊瑚含片,西瓜,荔子等都給我們買。誰(shuí)不舒服,老師還親自打電話噓寒問(wèn)暖。在郭老師請(qǐng)我們吃火鍋的時(shí)候,我們把我們心中的疑惑說(shuō)出來(lái),他告訴我們:其實(shí)這就是社會(huì),你們這才踏進(jìn)社會(huì)半點(diǎn)步子,要面對(duì)社會(huì),面對(duì)現(xiàn)實(shí),勇敢一點(diǎn)。你們也不算騙人啊,你們只不過(guò)是想要多給他們一次機(jī)會(huì),一次選擇啊。人際和金錢才是最根本的。為老板賺錢是你們的職責(zé),人不能太老實(shí)了,老實(shí)人要吃虧….我不知道如何是好。
30號(hào),老板給我們發(fā)了人生當(dāng)中的第一筆工資,并說(shuō)自己在掙錢了,就不要再向父母要零花錢了。接過(guò)660元錢,激動(dòng),興奮,巴不得馬上把這個(gè)消息告訴給父母,她的孩子終于會(huì)自己賺錢了,長(zhǎng)大了……
現(xiàn)在看來(lái)時(shí)間真的過(guò)的很快,坐在回家的長(zhǎng)途汽車上,我的思緒亂飛,這一路走來(lái),思靜妹妹都一直在我身邊,讓我更加了解她,珍惜她,陪我哭,陪我笑,還有那群可愛的同事,朋友,讓我倍感溫暖!在此,很感謝你們!
一個(gè)多月的打工生活讓我真真切切體會(huì)到了賺錢的不容易,也深刻了解到了爸爸媽媽工作的辛苦.
一個(gè)多月的勞動(dòng)付出是值得的,它鍛煉了我與人打交道的能力,隨機(jī)應(yīng)變的能力,適應(yīng)陌生環(huán)境的能力.
“困難像彈簧,看你強(qiáng)不強(qiáng),你強(qiáng)它就弱,你弱它就強(qiáng)”.感謝老師給我這次鍛煉的機(jī)會(huì),也感謝陪我一起走過(guò)風(fēng)雨的朋友們。愿我們倍加珍惜現(xiàn)在,努力學(xué)習(xí),勇于面對(duì)生活中的困難,做一個(gè)勇敢的人!!
擴(kuò)展閱讀:話務(wù)員學(xué)習(xí)心得
關(guān)于ISO9001:201*標(biāo)準(zhǔn)常見問(wèn)題的回答
收藏分享201*-2-1511:57|發(fā)布者:小編D|查看數(shù):1181|評(píng)論數(shù):3摘要:這是從國(guó)際標(biāo)準(zhǔn)化組織網(wǎng)站上下載,做了下翻譯,僅供交流和參考。如果有不對(duì),請(qǐng)指正。網(wǎng)站這些內(nèi)容會(huì)有變更,本人沒(méi)有義務(wù)確保及時(shí)更新,也不能確保翻譯的正確,請(qǐng)使用者注意。FAQsonISO9001:201*常見問(wèn)題的...這是從國(guó)際標(biāo)準(zhǔn)化組織網(wǎng)站上下載,做了下翻譯,僅供交流和參考。如果有不對(duì),請(qǐng)指正。網(wǎng)站這些內(nèi)容會(huì)有變更,本人沒(méi)有義務(wù)確保及時(shí)更新,也不能確保翻譯的正確,請(qǐng)使用者注意。
FAQsonISO9001:201*常見問(wèn)題的回答ThislistofFrequentlyAskedQuestions(FAQs)hasbeenpreparedbyISO/TC176/SC2tosupportthepublicationofISO9001:201*andtherevisionofISO9004.InputhasbeenobtainedfromexpertsandusersoftheISO9000standards,expressedduringseminarsandpresentationsaroundtheworld.
本常見問(wèn)題的回答是由ISO/TC176/SC2編寫的,目的是為了支持:ISO9001:201*的頒布和ISO9004的修改。這些問(wèn)題都是ISO9000系列標(biāo)準(zhǔn)的使用者和專家們?cè)诟鞣N討論會(huì)議中以及全世界各地提出來(lái)的,
Thelistwillbereviewedandupdatedonaregularbasistomaintainitsaccuracy,andtoincludenewquestionswhereappropriate.Itisintendedthatthislistwillalsoprovideagoodsourceofinformationfornewusersofthestandards.
這些常見問(wèn)題的回答將會(huì)定期加以評(píng)審,確保其準(zhǔn)確性,同時(shí),會(huì)相應(yīng)增加一些新的問(wèn)題。其意圖還想給一些新的標(biāo)準(zhǔn)使用者提供一些良好的信息資源。
ForthelatestversionoftheFAQs,referenceshouldbemadetotheopenaccesswebsiteat
最新版本的常見問(wèn)題的回答可以從公開網(wǎng)站的下列網(wǎng)址得到。
1.WhatisISO?什么是ISO?TheInternationalOrganizationforStandardization(ISO)wasestablishedin1947andis(currently)anassociationofapproximately157members,whicheachrepresenttheirowncountry.ISOemploysasystemofTechnicalCommittees,Sub-committeesandWorkingGroupstodevelopInternationalStandards.BesidestheNationalStandardsBodies,ISOpermitsother
internationalorganizationsthatdevelopstandardstoparticipateinitswork,byacceptingthemasLiaisonmembers.ISOworksinaccordancewithanagreedsetofrulesofprocedure,theISO/IECDirectives,whichalsoincluderequirementsonthepresentationofstandards.
國(guó)際標(biāo)準(zhǔn)化組織(ISO)是1947年建立的,目前大約有157個(gè)成員組成的協(xié)會(huì),每個(gè)成員代表一個(gè)國(guó)家。ISO應(yīng)用一個(gè)技術(shù)委員會(huì)系統(tǒng),下面還有份委員會(huì)和工作組來(lái)開發(fā)國(guó)際標(biāo)準(zhǔn)。除了國(guó)家標(biāo)準(zhǔn)化組織外,ISO還容許其他開發(fā)標(biāo)準(zhǔn)的各種國(guó)際組織,通過(guò)聯(lián)絡(luò)成員的身份參與工作。國(guó)際標(biāo)準(zhǔn)化組織按照一系列協(xié)商一致的程序規(guī)則進(jìn)行工作的,其中包括ISO/IEC指令有關(guān)提出各種標(biāo)準(zhǔn)的各項(xiàng)要求。
2.WhoaretheNationalStandardsBodies,andwhorepresentsmycountryatISO?
誰(shuí)是我們國(guó)家的標(biāo)準(zhǔn)化組織代表國(guó)家參加ISO?
PleaseseetherelevantpageonISOOnlinethatgivesdetails,includingcontactinformation,oftheNationalStandardsBodies.
有關(guān)誰(shuí)代表您們國(guó)家參加國(guó)際標(biāo)準(zhǔn)化組織的問(wèn)題,請(qǐng)查閱國(guó)際標(biāo)準(zhǔn)化組織網(wǎng)站,在那里您能得到詳細(xì)的信息,包括您們國(guó)家標(biāo)準(zhǔn)化組織的名稱和誰(shuí)接觸的信息。
3.WhataretheISO9000standards?什么是ISO9000系列標(biāo)準(zhǔn)?TheISO9000standardsareacollectionofformalInternationalStandards,TechnicalSpecifications,TechnicalReports,HandbooksandwebbaseddocumentsonQualityManagement.Thereareapproximately25documentsinthecollectionaltogether,withneworreviseddocumentsbeingdevelopedonanongoingbasis.
ISO9000是指有關(guān)質(zhì)量管理方面正式的國(guó)際標(biāo)準(zhǔn)、技術(shù)規(guī)范、技術(shù)報(bào)告、手冊(cè)和網(wǎng)站上文件一個(gè)系列文件的總稱。一共大約有25份文件,有新頒布的,或者老文件經(jīng)過(guò)修改的,還有正在修改的文件。
(ItshouldbenotedthatmanyoftheInternationalStandardsintheISO9000familyarenumberedintheISO10000range.)
(應(yīng)當(dāng)指出,ISO9000系列國(guó)際中有很多文件的編號(hào)已經(jīng)進(jìn)入10000范圍了。)
4.WhoisresponsiblefordevelopingtheISO9000standards?誰(shuí)負(fù)責(zé)開發(fā)ISO9000系列標(biāo)準(zhǔn)?
ISOTechnicalCommittee(TC)number176(ISO/TC176),anditsSub-committees,areresponsibleforthedevelopmentofthestandards.Theworkisconductedonthebasisof"consensus"amongqualityandindustryexpertsnominatedbytheNationalStandardsBodies,representingawiderangeofinterestedparties.
國(guó)際標(biāo)準(zhǔn)化組織的176技術(shù)委員會(huì)和下屬委員會(huì)負(fù)責(zé)開發(fā)標(biāo)準(zhǔn)。開發(fā)工作執(zhí)行在
各個(gè)國(guó)家標(biāo)準(zhǔn)化組織指定的和代表廣泛的各個(gè)感興趣方委派的質(zhì)量和工業(yè)專家之間“協(xié)調(diào)一致”的原則。
5.Wherecancopiesofthestandardsbeobtained?我可以從哪里得到標(biāo)準(zhǔn)的文件?
CopiesofthestandardsmaybepurchasedfromyourNationalStandardsBody(seelistwithcontactdetails),orfromISOCentralSecretariatthroughtheISOStoreofbycontactingtheMarketingandCommunicationdepartment(sales@iso.orgManyNationalStandardsBodieshavethemavailableinlocal-languageversions.
6.WherecancopiesofthesupportingISO9000guidancenotesorotherdocumentsbefound?
從哪里可以得到支持ISO9000標(biāo)準(zhǔn)的指導(dǎo)文件或者其他有關(guān)文件?
CopiesoftheISO9000IntroductionandSupportPackagemodules:
GuidanceonISO9001:201*Sub-clause1.2"Application"
GuidanceontheDocumentationRequirementsofISO9001:201*GuidanceontheTerminologyusedinISO9001andISO9004
GuidanceontheConceptandUseoftheProcessApproachformanagementsystems
Guidanceon"OutsourcedProcesses"
aswellasdetailsoftheQualityManagementPrinciplescanbefoundat:
CopiesoftheISO9001AuditingPracticesGroupguidancenotes.
CopiesofthesanctionedISO/TC176sanctioned“Interpretations”ofISO9001canbefoundat:
7.WherecaninformationbeobtainedontheISO9000standards?從哪里可以得到有關(guān)ISO9000系列標(biāo)準(zhǔn)信息?
ThereareanumberofsourcesofinformationontheISO9000qualitymanagementsystemstandards,includingISO"swebsite(),whichcarryinformationonthestandards.YourNationalStandardsBodyshouldbeabletoprovidecopiesofthestandards,and
registrars/certificationbodieswillbeabletoprovideguidanceonregistrationarrangements.
8.Whyarethestandardsbeingrevised?為什么ISO9000系列標(biāo)準(zhǔn)在不斷修改的?
ISO’sformalreviewprocess:
Requirescontinualreviewtokeepstandardsuptodate.Mustbeinitiatedwithin3yearsofpublicationofastandard.Userinputsfrom:
Aglobaluserquestionnaire/surveyAmarketJustificationStudy
Suggestionsarisingfromtheinterpretationprocess
OpportunitiesforincreasedcompatibilitywithISO14001
Theneedforgreaterclarity,easeofuse,andimprovedtranslationCurrenttrends:
Keepingupwithrecentdevelopmentsinmanagementsystempractices.
9.Whoisresponsibleforrevisingthestandards?誰(shuí)負(fù)責(zé)修改ISO9000系列標(biāo)準(zhǔn)的?
TherevisionprocessistheresponsibilityofISOTechnicalCommitteeno.176,Sub-committeeno.2(ISO/TC176/SC2)andisconductedonthebasisofconsensusamongqualityandindustryexpertsnominatedbyISOMemberbodies,andrepresentingallinterestedparties.
10.Whenwilltherevisedstandardsbeavailable?什么時(shí)候能得到修改好的標(biāo)準(zhǔn)?
Therevisedqualitymanagementsystemstandards(ISO9000,9001and9004)arescheduledasfollows:
ISO9000:201*alreadypublishednomajorchangesexpectedfor201*CurrentplanisforsmallchangestoISO9001(an“amendment”)tobepublishedinNovember201*.
MoresignificantchangesareplannedforISO9004(a“revision”)tobepublishedinmid201*.
ISO9000:201*已經(jīng)在201*年修改好了。估計(jì)201*年不會(huì)有大的修改了;ISO90001:201*已經(jīng)修改好11月15日出版了。只是做一些小的補(bǔ)充修改而已;ISO9004有大的變動(dòng),預(yù)期201*年出版。
11.Howmuchistheimplementationofthenewstandardgoingtocost?貫徹新版標(biāo)準(zhǔn)將會(huì)花去多少費(fèi)用?
OneofthegoalsofISO/TC176/SC2istoproducestandardsthatwillminimizeanypotentialcostsduringasmoothimplementation.Any
additionalcostsmaybeconsideredasavalue-addinginvestment.AkeyfactorinthedevelopmentofISO9001:201*wastolimittheimpactofchangesonusers.
在開發(fā)ISO90001:201*標(biāo)準(zhǔn)的時(shí)候有一個(gè)關(guān)鍵因素就是要限制更改對(duì)標(biāo)準(zhǔn)使用者帶來(lái)的影響。
12.WherecanIobtaininformationontherevisedstandards?我從哪里可以得到有關(guān)修改好標(biāo)準(zhǔn)的信息?
SeetheISOCatalogueonISOOnlinewebsitethatcarriesgeneral
informationontherevisionprogram.YourNationalStandardsBodywillgiveyouadditionalinformationandthecertification/registrationbodieswillbeabletoprovideguidanceontransitionalarrangementsinduecourse.
可以從ISO的網(wǎng)站分類中得到有關(guān)標(biāo)準(zhǔn)修改一般的信息;從您們國(guó)家的標(biāo)準(zhǔn)化組織那里可以得到一些附加的信息;認(rèn)證機(jī)構(gòu)到時(shí)候會(huì)指導(dǎo)您如何過(guò)渡的具體安排?
13.WherecanmyorganizationgoifitneedsadditionalclarificationorinterpretationoftheISO9001:201*standard?如果我想了解更加詳細(xì)的有關(guān)ISO9001:201*標(biāo)準(zhǔn)的說(shuō)明和詮釋的話,我應(yīng)當(dāng)找誰(shuí)?Thestartingpointforanyindividualrequestforaninterpretationshouldbewiththeenquirer"sNationalStandardsBody.ISOCentralSecretariatandISO/TC176/SC2cannotacceptdirectrequestsfromindividualsforinterpretationsoftheISO9000standards.ISO/TC176hasaWorkingGroupthatonlyacceptsformalrequestsforinterpretationsfromtheNationalStandardsBodies.Theagreedinterpretationscanbefoundat
任何個(gè)人對(duì)標(biāo)準(zhǔn)的理解有問(wèn)題應(yīng)當(dāng)向國(guó)家的標(biāo)準(zhǔn)化機(jī)構(gòu)咨詢。ISO秘書處和ISO/TC176委員會(huì)的SC2工作組不會(huì)接受個(gè)人提出的有關(guān)ISO9000系列標(biāo)準(zhǔn)的任何問(wèn)題。ISO/TC176委員會(huì)有一個(gè)工作組只接受您們國(guó)家標(biāo)準(zhǔn)化組織用統(tǒng)一表
單提出的問(wèn)題。統(tǒng)一作出解答,公布在下列網(wǎng)站上:
14.Willmyorganizationneedafullreassessmentoncetherevisedstandardsareavailable?
當(dāng)修改后標(biāo)準(zhǔn)頒布后,我們是否必須對(duì)自己的體系重新做一次審核?
Thisisprimarilyanissuebetweenyourorganizationandyour
registration/certificationbody.ISO/TC176isworkingwiththeIAF(InternationalAccreditationForum)andISO/CASCO(theISOPolicyCommitteeforConformityAssessment)inordertoproviderelevantinformationinatimelymanner.ISO/CASCOisresponsibleforthestandardstowhichtheCertificationBodieswork(ISO/IEC17021),andthe
AccreditationBodiesareresponsibleformonitoringandapprovingtheperformanceofCertificationBodieswithintheirgeographicalarea.
這是您們和認(rèn)證機(jī)構(gòu)之間的一個(gè)基本問(wèn)題。ISO和IAF(國(guó)際認(rèn)可論壇)已經(jīng)協(xié)商一致,公布了一個(gè)過(guò)渡時(shí)間的公報(bào)?ISO/CASCO負(fù)責(zé)編寫認(rèn)證工作標(biāo)準(zhǔn)
(ISO/IEC17021),認(rèn)可機(jī)構(gòu)負(fù)責(zé)監(jiān)視和批準(zhǔn)該認(rèn)可機(jī)構(gòu)管轄范圍內(nèi)的認(rèn)證機(jī)構(gòu)來(lái)執(zhí)行。
ItisexpectedthatconformitytothenewISO9001:201*standardwillbeevaluatedbycertificationbodiesduringregularsurveillancevisitsandthatfullreassessmentwillonlytakeplaceoncecurrentcertificatesexpire.However,itshouldbenotedthatISOandtheIAFhaveagreedthatallcertificatestoISO9001shouldbeupgradedtoISO9001:201*within2yearsofpublicationoftheamendedstandard.
希望認(rèn)證機(jī)構(gòu)能結(jié)合定期的監(jiān)督審核來(lái)評(píng)估對(duì)新版標(biāo)準(zhǔn)ISO9001:201*的符合性,只有當(dāng)現(xiàn)有證書到期換證審核的時(shí)候,會(huì)做全面的重新評(píng)估。但是,要注意到,ISO和IAF的過(guò)渡公報(bào)中規(guī)定,ISO9001:201*頒布后24個(gè)月以內(nèi)ISO9001:201*版證書必須升版。
15.WilltherevisedstandardsbeavailableinmynationallanguageimmediatelyaftertheyarepublishedbyISO?我們國(guó)家語(yǔ)言的修改后標(biāo)準(zhǔn)是否能馬上得到?
Theactiveparticipationofexpertsfromaroundtheworldinthe
preparationofthenewstandards,andthebroaddistributionofthedraftstandards,willfacilitatethetimelytranslationoftheInternationalStandards.
全世界各個(gè)國(guó)家的專家都積極參加標(biāo)準(zhǔn)修改,國(guó)際標(biāo)準(zhǔn)化組織的起草標(biāo)準(zhǔn)的工作委員會(huì)會(huì)幫助把國(guó)際標(biāo)準(zhǔn)很快翻譯過(guò)渡的。
Giventheglobalimportanceofthequalitymanagementsystemstandards,manyNationalStandardsBodiesarealreadyworkingonthetranslationissue.ISOitselfwillpublishthenewstandardsinEnglishandFrench,butifnationallanguagetranslationsofthestandardsarecurrentlyavailablefromyourNationalStandardsBody,weexpectthattheywillhavethetranslationoftherevisedstandardsreadyatthetimeofpublicationbyISOorverysoonthereafter.
鑒于質(zhì)量管理體系系列標(biāo)準(zhǔn)對(duì)全世界的重要性,很多國(guó)家標(biāo)準(zhǔn)化組織已經(jīng)開始在做翻譯工作了。國(guó)際標(biāo)準(zhǔn)化組織只頒布英文和法文版本,如果您們從您們國(guó)家標(biāo)準(zhǔn)化組織那里已經(jīng)得到您們國(guó)家文字的標(biāo)準(zhǔn)的話,我們希望這個(gè)翻譯本只能同時(shí)或者等ISO標(biāo)準(zhǔn)正式頒布后盡快頒布。
ForfurtherdetailscontactyourNationalStandardsBody.
更具體的情況請(qǐng)和您們國(guó)家標(biāo)準(zhǔn)化組織聯(lián)系。
16.Willmyorganizationhavetore-writeallitsdocumentation?
我們的體系文件必須重新寫嗎?
No.ISO9001:201*doesn’tintroducemajorchangestotherequirements,whencomparedtoISO9001:201*.However,tobenefitfromthechanges,wesuggestyougetacquaintedwiththenewversionofthestandardandtheclarificationsintroduced.If,duringyouranalysisoftheclarificationsyoufindtherearedifferencesfromyourcurrentinterpretationofISO9001:201*,thenyoushouldanalysetheimpactonyourcurrent
documentationandmakethenecessaryarrangementstoupdateit.ItisintendedthattheamendmentofISO9001willhaveminimalornoimpactsondocumentation.
不需要。ISO9001:201*相對(duì)201*版對(duì)體系的要求沒(méi)有引進(jìn)大的變更。但是,利用這次變更我們建議您們?nèi)〉眯掳鏄?biāo)準(zhǔn),看看有哪些問(wèn)題得到澄清了。通過(guò)分析,如果發(fā)現(xiàn)您們現(xiàn)在對(duì)201*版標(biāo)準(zhǔn)的理解和ISO9001:201*澄清的有所不同,那么,就要分析一下對(duì)您們現(xiàn)在的文件有沒(méi)有影響,如果有影響,那么做一個(gè)必要的安排,把文件修改一下。標(biāo)準(zhǔn)修訂的時(shí)候,其意圖將會(huì)對(duì)文件有少量或者沒(méi)有任何影響。
17.Willtherevisedstandardsaddressfinancialissues?
修改后的標(biāo)準(zhǔn)是否會(huì)涉及到財(cái)務(wù)問(wèn)題?
FinancialissuesarenotaddressedinISO9001:201*,whichisa
requirementsstandard.
有關(guān)財(cái)務(wù)的各種問(wèn)題不包括在ISO9001:201*標(biāo)準(zhǔn)中,標(biāo)準(zhǔn)只提出要求。
TheISO10014:201*andISO9004:201*,Guidelinesforperformance
improvementsstandardswillemphasizethefinancialresourcesneededfortheimplementationandimprovementofaqualitymanagementsystem.
標(biāo)準(zhǔn)ISO100014:201*和ISO9004:201*質(zhì)量管理體系改進(jìn)的指導(dǎo)標(biāo)準(zhǔn)這兩份國(guó)際標(biāo)準(zhǔn)強(qiáng)調(diào)執(zhí)行和改進(jìn)質(zhì)量管理體系所必要的各種財(cái)務(wù)資源。
18.Whatarethebenefitsoftherevisedstandards?
標(biāo)準(zhǔn)修改會(huì)帶來(lái)什么好處?
ForISO9001:201*themajorbenefitsare:
對(duì)ISO9001:201*,主要的好處是:Simpletouse使用簡(jiǎn)單Clearinlanguage語(yǔ)言簡(jiǎn)潔
Readilytranslatableandeasilyunderstandable容易翻譯和理解
CompatibilitywithothermanagementsystemssuchasISO14001.和其他管理體系兼容,譬如和ISO14001環(huán)境管理體系兼容
ForISO9004:
對(duì)ISO9004主要的好處是:
Facilitatesimprovementinusers’qualitymanagementsystems.Providesguidancetoanorganizationforthecreationofaqualitymanagementsystemthat:
-createsvalueforitscustomers,viatheproductsitprovides-createsvalueforallotherinterestedparties-balancesallinterested-partyviewpoints.
Providesguidanceformanagersonleadingtheirorganizationtowardssustainedsuccess.Forwardcompatibilitytoalloworganizationstobuildonexistingqualitymanagementsystems.
便于ISO9000系列標(biāo)準(zhǔn)使用者改進(jìn)他們的質(zhì)量管理體系。指導(dǎo)組織創(chuàng)建一個(gè)符合下列要求的質(zhì)量管理體系:
=通過(guò)向他們的顧客提供各種產(chǎn)品,為他們的顧客創(chuàng)造價(jià)值;=為其他利益相關(guān)方創(chuàng)造價(jià)值;
=平衡各個(gè)利益相關(guān)方的各種觀點(diǎn)。指導(dǎo)管理者如何領(lǐng)導(dǎo)組織向著維持成功。
讓各個(gè)組織在現(xiàn)有質(zhì)量管理體系的基礎(chǔ)上向著和諧前進(jìn)。
19.WhatarethemainchangesinISO9001:201*?
ISO9001:201*的主要更改是什么?
ISO9001:201*hasbeendevelopedinordertointroduceclarificationstotheexistingrequirementsofISO9001:201*andchangesthatareintendedtoimprovecompatibilitywithISO14001:201*.ISO9001:201*doesnotintroduceadditionalrequirementsnordoesitchangetheintentoftheISO9001:201*standard.
ISO9001:201*標(biāo)準(zhǔn)主要是對(duì)現(xiàn)有ISO9001:201*標(biāo)準(zhǔn)做一些解釋,有些更改只是為了改進(jìn)和ISO14001:201*的兼容。ISO9001:201*沒(méi)有提出新的要求,也沒(méi)有改變ISO9001:201*標(biāo)準(zhǔn)的意圖。
CertificationtoISO9001:201*isnotan“upgrade”,andorganizationsthatarecertifiedtoISO9001:201*shouldbeaffordedthesamestatusasthosewhohavealreadyreceivedanewcertificatetoISO9001:201*
相對(duì)ISO9001:201*不是一個(gè)“升版”的問(wèn)題,已經(jīng)通過(guò)ISO9001:201*認(rèn)證的組織和通過(guò)新版ISO9001:201*認(rèn)證是等同效果的。
AllchangesbetweenISO9001:201*andISO9001:201*aredetailedinAnnexBtoISO9001:201*.
ISO9001:201*相對(duì)ISO9001:201*有哪些詳細(xì)的變更,可以參考ISO9001:201*的附錄B。
20.WhatarethemainbenefitstobederivedfromimplementinganISO9000qualitymanagementsystem?
貫徹執(zhí)行ISO9000系列標(biāo)準(zhǔn)將會(huì)帶來(lái)什么主要的好處?TheISO9000standardsgiveorganizationsanopportunitytoincreasevaluetotheiractivitiesandtoimprovetheirperformancecontinually,byfocusingontheirmajorprocesses.Thestandardsplacegreatemphasisonmakingqualitymanagementsystemsclosertotheprocessesof
organizationsandoncontinualimprovement.Asaresult,theydirectuserstotheachievementofbusinessresults,includingthesatisfactionofcustomersandotherinterestedparties.
貫徹執(zhí)行ISO9000系列標(biāo)準(zhǔn)能給組織提高他們作業(yè)的價(jià)值的機(jī)會(huì),讓他們關(guān)注主要的各種過(guò)程,可以持續(xù)改進(jìn)他們的工作業(yè)績(jī)。這個(gè)系列特別標(biāo)準(zhǔn)強(qiáng)調(diào)讓質(zhì)量管
理體系關(guān)注組織的各個(gè)過(guò)程,并且持續(xù)改進(jìn)這些過(guò)程。這樣做的結(jié)果,會(huì)讓采用這些標(biāo)準(zhǔn)的組織取得商務(wù)上的成就,其中包括,讓各類顧客和其他各個(gè)利益相關(guān)方的滿意。。
Themanagementofanorganizationshouldbeabletoviewtheadoptionofthequalitymanagementsystemstandardsasaprofitablebusinessinvestment,notjustasarequiredcertificationissue.
組織的管理者應(yīng)看到,采用質(zhì)量管理體系各種標(biāo)準(zhǔn)是一種能為他們?nèi)〉没貓?bào)的商務(wù)投資,而不僅僅是為了取得一份證書而已。
Amongtheperceivedbenefitsofusingthestandardsare:
貫徹執(zhí)行ISO9000系列標(biāo)準(zhǔn)能取得好處是:
Theconnectionofqualitymanagementsystemstoorganizationalprocesses把各個(gè)質(zhì)量管理體系和組織的各個(gè)過(guò)程聯(lián)系起來(lái)了
Theencouragementofanaturalprogressiontowardsimproved
organizationalperformance,via:通過(guò)以下方式促使組織自然向著持續(xù)改進(jìn)業(yè)績(jī)的方向前進(jìn):
-theuseoftheQualityManagementPrinciples采用質(zhì)量管理八個(gè)原則-theadoptionofa"processapproach"采用“過(guò)程模式”系統(tǒng)管理-emphasisoftheroleoftopmanagement強(qiáng)調(diào)最高管理者的作用-requirementsfortheestablishmentofmeasurableobjectivesatrelevantfunctionsandlevels各個(gè)相關(guān)職能和層次建立可測(cè)量的目標(biāo)的要求-beingorientatedtoward"continualimprovement"and"customersatisfaction",includingthemonitoringofinformationon"customersatisfaction"asameasureofsystemperformance.堅(jiān)持“持續(xù)改進(jìn)”和“顧客滿意”的方向,包括把監(jiān)視“顧客滿意”的信息作為對(duì)體系性能的一種測(cè)量方法
-measurementofthequalitymanagementsystem,processes,andproduct使對(duì)質(zhì)量管理體系、各個(gè)過(guò)程和產(chǎn)品的測(cè)量
-considerationofstatutoryandregulatoryrequirements.對(duì)法令和法規(guī)各項(xiàng)要求的考慮
-attentiontoresourceavailability關(guān)注資源的可獲得性
21.Howwilltheimplementationoftheamendedstandardhelpmyorganizationtoimproveitsefficiency?
組織如何利用貫徹修改后標(biāo)準(zhǔn)來(lái)幫助提高我們的效率?ISO9001:201*aimsatguaranteeingtheeffectiveness(butnotnecessarilytheefficiency)oftheorganization.Forimprovedorganizational
efficiency,however,thebestresultscanbeobtainedbyusingISO9004
inadditiontoISO9001:201*.Theguidingqualitymanagementprinciplesareintendedtoassistanorganizationincontinualimprovement,whichshouldleadtoefficienciesthroughouttheorganization.
ISO9001:201*的目的是確保組織的有效性(而效率不是必須)。至于改進(jìn)組織的效率,最好是利用在貫徹ISO9001:201*標(biāo)準(zhǔn)的同時(shí),貫徹標(biāo)準(zhǔn)ISO9004:201*。貫徹執(zhí)行質(zhì)量管理八個(gè)原則就是為了幫助組織持續(xù)改進(jìn)的,它將使整個(gè)組織引向效率的提高。
22.WhatbenefitsaretheretoanorganizationimplementingISO9004?
組織貫徹執(zhí)行ISO9004:201*將會(huì)帶來(lái)什么好處?
Ifaqualitymanagementsystemisappropriatelyimplemented,utilizingtheeightQualityManagementPrinciples,andinaccordancewithISO9004,allofanorganization"sinterestedpartiesshouldbenefit.Forexample:
假如組織組的質(zhì)量管理體系中恰當(dāng)?shù)刎瀼刭|(zhì)量管理八原則,同時(shí)又用ISO9004,將會(huì)使整個(gè)組織的各個(gè)利益相關(guān)方得益。例如:
Customersanduserswillbenefitbyreceivingtheproducts(seeISO9000:201*,Fundamentalsandvocabulary)thatare:
顧客和產(chǎn)品使用者通過(guò)接受產(chǎn)品而得到好處:(有關(guān)術(shù)語(yǔ)見ISO9000:201*)
Conformingtotherequirements符合各項(xiàng)要求;Dependableandreliable可信性和可靠性
Availablewhenneeded需要時(shí)就能得到(可用性)Maintainable可維護(hù)性
Peopleintheorganizationwillbenefitby:組織的員工將得到好處:
Betterworkingconditions更好的工作環(huán)境Increasedjobsatisfaction提高工作的滿意度Improvedhealthandsafety改進(jìn)健康和安全I(xiàn)mprovedmorale提高士氣
Improvedstabilityofemployment提高員工的穩(wěn)定性
Ownersandinvestorswillbenefitby:老板和投資者將得到好處:
Increasedreturnoninvestment提高投資回報(bào)率Improvedoperationalresults提高營(yíng)運(yùn)結(jié)果Increasedmarketshare提高市場(chǎng)份額
Increasedprofits提高利潤(rùn)率
Suppliersandpartnerswillbenefitby:
供方和合伙者將得到好處:
Stability穩(wěn)定性Growth成長(zhǎng)率
Partnershipandmutualunderstanding合作和雙方的理解
Societywillbenefitby:社會(huì)將得到好處:
Fulfilmentoflegalandregulatoryrequirements法令和法規(guī)得到貫徹Improvedhealthandsafety提高健康和安全
Reducedenvironmentalimpact降低對(duì)環(huán)境的影響Increasedsecurity提高治安
23.Arethestandardscompatiblewithnationalqualityawardcriteria?
系列標(biāo)準(zhǔn)是否和國(guó)家質(zhì)量獎(jiǎng)的準(zhǔn)則兼容?
Thestandardsarebasedon8QualityManagementPrinciples,whicharealignedwiththephilosophyandobjectivesofmostqualityawardprograms.Theseprinciplesare:
系列標(biāo)準(zhǔn)在質(zhì)量管理八原則基礎(chǔ)上提出來(lái)的,這些原則和大多數(shù)質(zhì)量獎(jiǎng)的哲理和目標(biāo)是一致的。這八個(gè)原則是:
Customerfocus,顧客為中心Leadership,領(lǐng)導(dǎo)
Involvementofpeople,員工參與Processapproach,過(guò)程模式
Systemapproachtomanagement,系統(tǒng)管理Continualimprovement,持續(xù)改進(jìn)
Factualapproachtodecisionmaking,and根據(jù)事實(shí)做決定,和Mutuallybeneficialsupplierrelationships.供需互利
ISO9004recommendsthatorganizationsperformself-assessmentsaspartoftheirmanagementofsystemsandprocesses,andincludesanannexgivingguidanceonthisapproach.Thisissimilartomanyqualityawardsprogrammes.
對(duì)環(huán)ISO9004要求組織執(zhí)行自我評(píng)估作為他們的質(zhì)量管理體系體系以及各個(gè)過(guò)
程中的一部分,標(biāo)準(zhǔn)還包括附錄來(lái)指導(dǎo)如何進(jìn)行自我評(píng)估。這是和很多質(zhì)量獎(jiǎng)方案的做法是類似的。
24.Whyistherequirementformonitoring"customersatisfaction"includedinISO9001?
為什么ISO9001標(biāo)準(zhǔn)要規(guī)定對(duì)“顧客滿意”的監(jiān)視要求?
"Customersatisfaction"isrecognizedasoneofthedrivingcriteriaforanyorganization.Inordertoevaluateifaproductmeetscustomerneedsandexpectations,itisnecessarytomonitortheextentofcustomersatisfaction.Improvementscanbemadebytakingactiontoaddressanyidentifiedissuesandconcerns.
“顧客滿意”是任何組織為了評(píng)估他們的產(chǎn)品是否滿足顧客需求和期望而推導(dǎo)出來(lái)的一種判別準(zhǔn)則。它對(duì)監(jiān)視顧客滿意程度來(lái)說(shuō)是必須要有的。對(duì)這方面的改進(jìn)可以針對(duì)任何已經(jīng)識(shí)別出來(lái)的問(wèn)題或者關(guān)注點(diǎn)來(lái)采取措施。
25.Canthestandardsimprove"customersatisfaction"?
這些系列標(biāo)準(zhǔn)能改進(jìn)“顧客滿意”嗎?
ThequalitymanagementsystemdetailsthataredescribedinthestandardsarebasedonQualityManagementPrinciplesthatincludethe"processapproach"and"customerfocus".Theadoptionoftheseprinciplesshouldprovidecustomerswithahigherlevelofconfidencethatproductswillmeettheirneedsandincreasetheirsatisfaction.
系列標(biāo)準(zhǔn)中所描寫的質(zhì)量管理體系細(xì)節(jié)要求都是根據(jù)質(zhì)量管理八個(gè)原則提出來(lái)的,其中包括“過(guò)程模式”和“顧客關(guān)注點(diǎn)”這兩個(gè)原則。采用這些管理原則應(yīng)當(dāng)向顧客提供較高水平的信心,使人相信他們提供的產(chǎn)品將滿足他們的需求,提高他們的滿意。
26.Whatismeantby"continualimprovement"?
“持續(xù)改進(jìn)”是指什么意思?
Continualimprovementistheprocessfocusedoncontinuallyincreasingtheeffectivenessand/orefficiencyoftheorganizationtofulfilitspoliciesandobjectives.Continualimprovement(where"continual"highlightsthatanimprovementprocessrequiresprogressive
consolidationsteps)respondstothegrowingneedsandexpectationsofthecustomersandensuresadynamicevolutionofthequalitymanagement
system.
“持續(xù)改進(jìn)”是關(guān)注持續(xù)提高組織的有效性和/或效率以便實(shí)現(xiàn)組織的方針和目標(biāo)的工作過(guò)程。持續(xù)改進(jìn)(中的“持續(xù)”強(qiáng)調(diào)改進(jìn)過(guò)程要求有積極進(jìn)取的一步一步的考慮)是針對(duì)容易提高的顧客需求和期望以及為了確保對(duì)質(zhì)量管理體系有一動(dòng)態(tài)的進(jìn)化。
27.Whatisaprocess?
什么是過(guò)程?
Anyactivityoroperation,whichreceivesinputsandconvertsthemtooutputs,canbeconsideredasaprocess.Almostallactivitiesandoperationsinvolvedingeneratingaproductorprovidingaserviceareprocesses.
Fororganizationstofunction,theyhavetodefineandmanagenumerousinter-linkedprocesses.Oftentheoutputfromoneprocesswilldirectlyformtheinputintothenextprocess.Thesystematicidentificationandmanagementofthevariousprocessesemployedwithinanorganization,andparticularlytheinteractionsbetweensuchprocesses,maybereferredtoasthe‘processapproach’tomanagement.
Forfurtherinformation,refertothepaperGuidanceontheConceptandUseoftheProcessApproach,availablefrom
28.Whatisthe"processapproach"?
什么是過(guò)程模式?The"processapproach"isawayofobtainingadesiredresult,bymanagingactivitiesandrelatedresourcesasaprocess.The"processapproach"isakeyelementoftheISO9000standards.Forfurtherguidance,pleaserefertotheISO9000IntroductionandSupportPackagemodule:GuidanceontheConceptandUseoftheProcessApproachformanagementsystems.
29.Canthe"processapproach"beappliedtoothermanagementsystems?
其他管理體系可以采用過(guò)程模式嗎?
Yes.The"processapproach"isagenericmanagementprinciple,whichcanenhanceanorganization’seffectivenessandefficiencyinachieving
definedobjectives.
可以的。“過(guò)程模式”是通用的管理原則,組織利用它可以在達(dá)到規(guī)定目標(biāo)方面提高有效性和效率。
30.HowcanthePDCAcyclebeusedinthe"processapproach"?
如何在“過(guò)程模式”中使用PDCA?
ThePDCAcycleisanestablished,logical,methodthatcanbeusedtoimproveaprocess.
Thisrequires:
(P)planning(whattodoandhowtodoit),(D)executingtheplan(dowhatwasplanned),
(C)checkingtheresults(didthingshappenedaccordingtoplan)and(A)acttoimprovetheprocess(howtoimprovenexttime
ThePDCAcyclecanbeappliedwithinanindividualprocess,oracrossagroupofprocesses.
31.Cananyorganizationapplythe"processapproach"?
是否任何組織都可以采用“過(guò)程模式”?
Yes.Manyorganizationsalreadyapplya"processapproach"withoutrecognizingit.Theycouldachieveadditionalbenefitsbyunderstandingandcontrollingit.
是的。很多組織雖然自己還不知道,實(shí)際上已經(jīng)采用了“過(guò)程模式”。如果他們理解了而且對(duì)這些過(guò)程加以控制好的話,還能得到更多的好處。
32.Whyshouldanorganizationapplythe"processapproach"?
為什么組織應(yīng)當(dāng)采用“過(guò)程模式”?
Byapplyingthe"processapproach"anorganizationshouldbeabletoobtainthefollowingtypesofbenefits:
組織采用“過(guò)程模式”應(yīng)當(dāng)能獲得下列類型的好處:
Theintegrationandalignmentofitsprocessestoenabletheachievementofitsplannedresults.
Anabilitytofocuseffortonprocesseffectivenessandefficiency.Anincreaseintheconfidenceofcustomersandotherinterestedpartiesastotheconsistentperformanceoftheorganization.Transparencyofoperationswithintheorganization.
Lowercostsandshortercycletimesthrougheffectiveandefficientuseofresources.
Improved,consistentandpredictableresults.
Theidentificationofopportunitiesforfocusedandprioritizedimprovementinitiatives.
Theencouragementandinvolvementofpeople,andtheclarificationoftheirresponsibilities.
Theeliminationofbarriersbetweendifferentfunctionalunitsandtheunificationoftheirfocustotheobjectivesoftheorganization.Improvedmanagementofprocessinterfaces.
33.Whatismeantbythe“sequence”ofprocessesandtheir"interactions"?
過(guò)程的“順序”和“相互作用”是指什么意思?
The"sequence"ofprocessesshowshowtheprocessesfollow,orlink,toeachothertoresultinafinaloutput.
通過(guò)過(guò)程和過(guò)程的順序可以見到各個(gè)過(guò)程中每個(gè)過(guò)程相互之間的銜接,或者說(shuō)連接,導(dǎo)致最后的輸出結(jié)果。
Forexample,theoutputfromoneprocessmaybecometheinputofthenextprocessorprocesses.
舉例說(shuō),某一個(gè)過(guò)程的輸出可能是下一個(gè)過(guò)程,或者幾個(gè)過(guò)程的輸入。The"interactions"showhoweachprocessaffectsorinfluencesoneormoreoftheotherprocesses.Forexample,themonitoringorcontrollingofaprocessmaybeestablishedinaseparateprocess.
“相互作用”是表示每個(gè)過(guò)程是如何影響或者讓其他一個(gè)或者幾個(gè)過(guò)程產(chǎn)生結(jié)果的。舉例說(shuō),對(duì)某一過(guò)程的監(jiān)視或者控制活動(dòng)可能是靠另外一個(gè)過(guò)程來(lái)執(zhí)行的。
34.Howcantheprocessesinanorganizationbedetermined?
如何確定組織中各種過(guò)程?
Identifytheorganization"sintendedoutputs,andtheprocessesneededforachievingthem.ThesewillneedtoincludeprocessesforManagement,Resources,RealizationandMeasurementandImprovement.
先認(rèn)定組織有哪些意向的輸出,為了得到這些輸出,必須要有哪些過(guò)程。這些過(guò)程中有可能包括管理過(guò)程、資源過(guò)程、產(chǎn)品實(shí)現(xiàn)過(guò)程和測(cè)量和改進(jìn)過(guò)程。
Identifyallprocessinputsandoutputs,alongwiththesuppliersandcustomers,whomaybeinternalorexternal.
Identifythesequenceandinteractionsoftheprocesses.
識(shí)別所有過(guò)程的輸入是什么,輸出是什么,同時(shí)識(shí)別各個(gè)供方和顧客,可能是內(nèi)部和或者外部的。
35.Shouldanorganizationdefineanddocumentallitsprocesses?
組織是否應(yīng)當(dāng)定義所有的過(guò)程,并且加以文件化?
Themainpurposeofdocumentationistoenabletheconsistentandstableoperationofanorganization"sprocesses.
文件化的主要目的是確保組織中各個(gè)過(guò)程能穩(wěn)定的操作,而且確保一致性
Althoughstatutory,standards"orcustomerrequirementsmayrequirecertaindocumentation,thereisnodefined“catalogue”,orlistofprocessesthathastobedocumentedinISO9001,apartfromthe6indicatedones.
盡管法令、標(biāo)準(zhǔn)、或者顧客的各種要求有可能要有某些文件。但是,ISO9001標(biāo)準(zhǔn)中,除了指定有六個(gè)必須文件化的以外,沒(méi)有規(guī)定,哪“類”過(guò)程,或者哪些清單中的過(guò)程必須形成文件。
Theorganizationshoulddeterminewhichprocessesaretobedocumentedonthebasisof:
組織應(yīng)當(dāng)自己根據(jù)以下方面來(lái)確定哪些過(guò)程必須文件化:
Thesizeoftheorganizationandtypeofitsactivities,組織的規(guī)模以及他們作業(yè)的類型。
Thecomplexityofitsprocessesandtheirinteractions,他們過(guò)程的復(fù)雜性以及這些過(guò)程的相互作用。
Thecriticalityoftheprocessesand這些過(guò)程的重要性,以及
Availabilityofcompetentpersonnel.作具有勝任能力人員的可獲得情況
Anumberofdifferentmethodscanbeusedtodocumentprocesses,suchasgraphicalrepresentations,writteninstructions,checklists,flowcharts,visualmedia,orelectronicmethods.
可以采用很多種不同的方法來(lái)對(duì)過(guò)程加以文件化,諸如,用圖形來(lái)表示、書寫作業(yè)指導(dǎo)書、檢查單、流程圖、目視媒介,或者電子方式。
36.Howmuchdetailisrequiredinprocessdocumentation?
過(guò)程文件化的詳細(xì)程度有什么要求?
Theextentofdetailislikelytodependuponfactorssuchas:
詳細(xì)的程度可能取決于以下各個(gè)因素,諸如:
thesizeofanorganisationanditstypesofactivities,組織的規(guī)模以及他們作業(yè)的類型。
thecomplexityofitsprocessesandtheirinteractions,and他們過(guò)程的復(fù)雜性以及這些過(guò)程的相互作用。
thecompetence(levelofeducation,training,skillsandexperience)ofitspersonnel.他們的員工在(教育文化程度、培訓(xùn)、各種技能和經(jīng)驗(yàn))決定的勝任能力。
37.Isthereastandardwayofdescribingaprocess?
描述過(guò)程的途徑,是否有標(biāo)準(zhǔn)的方法?
No,thereisnostandardwaytodescribeaprocess.Itdependsontheculture,managementstyle,staffliteracy,personalattributesandtheirinteractions.
沒(méi)有標(biāo)準(zhǔn)的描述過(guò)程的方法。這取決于文化、管理的風(fēng)格、工作人員的寫讀能力、人員的歸屬和他們的相互作用。
Aprocessmaybedescribedusingaflowchart,blockdiagram,responsibilitymatrix,writtenproceduresorpictures.
也許可以用流程圖、方框圖、職責(zé)矩陣、書面的程序或圖形來(lái)描述。
Processflowchartsorblockdiagramscanshowhowpolicies,objectives,influentialfactors,jobfunctions,activities,material,equipment,resources,information,peopleanddecisionmakinginteractand/orinterrelateinalogicalorder.
各種流程圖或者方框圖可以從邏輯順序來(lái)說(shuō)明方針、目標(biāo)、各種影響因素、崗位職能、各種作業(yè)、材料、設(shè)備、資源、信息、人員和做決定的相互作用和/或者相互關(guān)系。
38.Whatshouldanorganizationdotoadoptthe"processapproach"?
采用“過(guò)程模式”的組織應(yīng)當(dāng)做什么?Toadoptthe"processapproach"anorganizationshouldapplythefollowingsteps:
采用“過(guò)程模式”的組織應(yīng)當(dāng)應(yīng)用如下各個(gè)步驟:
Identifytheprocessesoftheorganization,確定組織的各個(gè)過(guò)程。Plantheprocesses,對(duì)這些過(guò)程加以策劃。
Implementandmeasuretheprocesses,執(zhí)行和測(cè)量這些過(guò)程。Analysetheprocesses,分析這些過(guò)程。Improvetheprocesses.改進(jìn)這些過(guò)程。
39.Whatisa"processowner"?
什么叫過(guò)程主管?
Apersonwhoisgiventheresponsibilityandauthorityformanagingaparticularprocessissometimesreferredtoasthe"processowner".
Itmaybeusefulforanorganization"sManagementtoappointindividual"processowners"andtodefinetheirrolesandresponsibilities;theseshouldincludetheresponsibilityforensuringtheimplementation,maintenanceandimprovementoftheirspecificprocessanditsinteractions.
Itshouldbenoted,however,thatISO9001:201*doesnotspecificallyrequiretheappointmentof"processowners".
40.Howcanaprocessbemeasured?
過(guò)程如何加以測(cè)量的?
Therearevariousmethodsofmeasuringprocesscontrolsandprocessperformance,rangingfromsimplemonitoringsystemsuptosophisticatedstatisticallybasedsystems(e.g.statisticalprocesscontrol,orSPC,systemsTheselectionanduseofanyparticularmethodwillbedependent
onthenatureandcomplexityofanorganization"sprocessesandproducts.Theeffectivenessofanindividualprocessmaybemeasuredbytheconformityofitsoutputorproducttocustomerrequirements.Its
efficiencymaybemeasuredfromitsuseofresources.Inallcasesthemeasurementoftheprocessdeterminesifits(measurable)objectiveshavebeenachieved.Sometimesitonlyrequiresmonitoringtoconfirmprocessoperations.
對(duì)過(guò)程各種控制和過(guò)程性能的測(cè)量有各種各樣的方法,從簡(jiǎn)單的對(duì)系統(tǒng)進(jìn)行監(jiān)視到復(fù)雜的統(tǒng)計(jì)為基礎(chǔ)的各種系統(tǒng)(也就是統(tǒng)計(jì)過(guò)程控制,或者叫SPC、系統(tǒng)的)。針對(duì)某特定方法的選擇和應(yīng)用取決于組織的過(guò)程和產(chǎn)品的本質(zhì)和復(fù)雜性。針對(duì)某個(gè)過(guò)程,可以通過(guò)對(duì)過(guò)程輸出的符合性,或者產(chǎn)品相對(duì)顧客各項(xiàng)要求的符合性的來(lái)測(cè)量它的有效性。在所有的情況下,通過(guò)過(guò)程的測(cè)量來(lái)確定過(guò)程的(可測(cè)量的)目標(biāo)已經(jīng)達(dá)到。有時(shí)候,只要求對(duì)過(guò)程加以監(jiān)視,符合過(guò)程的操作要求就可以了。
Typicalfactorsthatareusefultoconsiderwhenidentifyingmeasuresofprocesscontrolandprocessperformanceinclude:
當(dāng)識(shí)別過(guò)程控制的測(cè)量以及過(guò)程性能測(cè)量的時(shí)候,考慮以下這些典型的因素是很有用的:
Conformitywithrequirements,對(duì)要求的符合性。Customersatisfaction,顧客滿意。Supplierperformance,供方的業(yè)績(jī)Ontimedelivery,及時(shí)交付Leadtimes,預(yù)定時(shí)間Failurerates,失效率Waste,廢品率
Processcosts.過(guò)程各種成本
Incidentfrequency事故發(fā)生頻率
41.Whatisthedifferencebetweena"process"anda"procedure"?“過(guò)程”和“程序”的差別是什么?
A"process"maybeexplainedasasetofinteractingorinterrelatedactivities,whichareemployedtoaddvalue.A"procedure"isamethodofdescribingthewayorHowinwhichallorpartofthatprocessactivitiesshall/shouldbeperformed.
“過(guò)程”可以解釋為一組相互關(guān)聯(lián)或作用的活動(dòng)(作業(yè)),這些活動(dòng)是用來(lái)增值的!俺绦颉笔且环N描述途徑的方法,或者說(shuō)在程序中所有的或部分的過(guò)程活動(dòng)必須/應(yīng)當(dāng)如何執(zhí)行的。
ISO9000:201*definesaprocedureasa"specifiedwaytocarryoutan
activityoraprocess",whichdoesnotnecessarilyhavetobedocumented.標(biāo)準(zhǔn)ISO9000:201*把程序定義為,“執(zhí)行一個(gè)活動(dòng)或一個(gè)過(guò)程的途徑”,這個(gè)程序不是必須要成文的。
42.Anorganizationhasawell-establishedsetofprocedures.Cantheseproceduresbeusedtohelpdescribeitsprocesses?
一個(gè)組織具有一系列建立得很好的程序。這些程序能否用來(lái)幫助描述他們的過(guò)程?
Yes,iftheproceduresdescribeinputsandoutputs,appropriateresponsibilities,controlsandresourcesneededtosatisfycustomerrequirements.
可以的。只要各種程序描述了各個(gè)輸入和輸出,適當(dāng)?shù)匾?guī)定了職責(zé)、控制和各種為了滿足顧客各種要求所必需的資源。
43.WhatdocumentationisrequiredbyISO9001?ISO9001要求有哪些文件化的要求?
ISO9001:201*refersspecificallytoonly6documentedprocedures;however,otherdocumentation(includingmoredocumentedproceduresnotspecificallymentionedinISO9001:201*)mayberequiredbyan
organization,inordertomanagetheprocessesthatarenecessaryfortheeffectiveoperationofthequalitymanagementsystem.Thiswillvarydependingonthesizeoftheorganization,thekindofactivitiesinwhichitisinvolvedandtheircomplexity.Forfurtherguidance,pleasealsorefertotheISO9000IntroductionandSupportPackagemodule"GuidanceontheDocumentationRequirementsofISO9001:201*"
ISO9001:201*特別提到的只有六份文件化的程序;但是,組織有可能要有更多的其他文件(包括ISO9001:201*標(biāo)準(zhǔn)中沒(méi)有特定提到的,更多的文件化程序),管理這些過(guò)程以便有效的運(yùn)作質(zhì)量管理體系。這些取決于組織的規(guī)模大小、活動(dòng)的類型和它們的復(fù)雜性。進(jìn)一步指導(dǎo)內(nèi)容請(qǐng)見ISO9000介紹和支持類文件中有一份文件,叫《ISO9001:201*關(guān)于文件化的指南》。
44.Whichstandardareorganizationsregistered/certifiedto?組織應(yīng)當(dāng)采用哪份標(biāo)準(zhǔn)進(jìn)行認(rèn)證/注冊(cè)?
Organizationshavetheirqualitymanagementsystemregistered/certifiedtoISO9001:201*.Thescopeofregistration/certificationwillneedtoreflectpreciselyandclearlytheactivitiescoveredbythe
organization"squalitymanagementsystem;anyexclusionto
non-applicablerequirementsofthestandard(permittedthroughISO9001clause1.2"Application")willneedtobedocumentedandjustifiedinthequalitymanual(seealsotheISO/TC176/SC2ISO9000IntroductionandSupportPackagemoduleGuidanceonISO9001:201*clause1.2"Application"組織根據(jù)ISO9001:201*標(biāo)準(zhǔn)來(lái)認(rèn)證/注冊(cè)他們的質(zhì)量管理體系。認(rèn)證/注冊(cè)的范圍必須準(zhǔn)確地和清楚地規(guī)定質(zhì)量管理體系中的各種活動(dòng);對(duì)標(biāo)準(zhǔn)中任何不適用要求的剪裁必須在質(zhì)量手冊(cè)中加以正確判定,必須符合標(biāo)準(zhǔn)第.2條要求。(請(qǐng)參閱另外一份指導(dǎo)文件eealsotheISO/TC176/SC2ISO9000IntroductionandSupportPackagemoduleGuidanceonISO9001:201*clause1.2"Application)45.WhatdoesanorganizationneedtodotocomplywithISO9001?為了符合標(biāo)準(zhǔn)ISO9001,組織必須做些什么工作?
WheninitiallystartingtouseISO9001,anorganizationshouldfamiliarizeitspersonnelwiththeQualityManagementPrinciples,analyzethestandards(especiallyISO9000andISO9004),andconsiderhowtheirguidanceandrequirementsmayaffectyouractivitiesandrelated
processes.Ifitthenwishestoproceedtoregistration/certification,itshouldperformagapanalysisagainsttherequirementsofISO9001todeterminewhereitscurrentqualitymanagementsystemdoesnotaddresstheapplicableISO9001:201*requirements,beforedevelopingandimplementingadditionalprocessestoensurethatcompliancewillbeachieved.
當(dāng)組織發(fā)起采用ISO9001的時(shí)候,組織應(yīng)當(dāng)讓員工熟悉質(zhì)量管理原則,分析這套系列標(biāo)準(zhǔn)(特別是ISO9000和ISO9004),看看這些指南和標(biāo)準(zhǔn)提出的各項(xiàng)要求有可能對(duì)您們的工作作業(yè)和有關(guān)的過(guò)程將發(fā)生什么影響。假如希望通過(guò)認(rèn)證注冊(cè)的話,在開發(fā)和執(zhí)行附加的各個(gè)過(guò)程之前,應(yīng)當(dāng)根據(jù)ISO9001標(biāo)準(zhǔn)要求,先分析一下現(xiàn)在的過(guò)程距離標(biāo)準(zhǔn)要求有多少差距,確定在什么地方現(xiàn)在的質(zhì)量管理體系沒(méi)有滿足ISO9001:201*標(biāo)準(zhǔn)提出應(yīng)當(dāng)采用的各項(xiàng)要求,以便確保符合要求。46.Whatwillhappentothe201*versionofISO9001?ISO9001:201*版標(biāo)準(zhǔn)將會(huì)發(fā)生什么結(jié)果?
ISO9001:201*willsupersedeISO9001:201*However,notingthe
IAF/ISO-CASCO/ISOTC176agreementthataccreditedcertificationtothe201*editionshouldremainpossibleforupto2yearsafterthepublicationofISO9001:201*,copiesofthe201*editionwillstillbeavailableonrequestfromISOandthenationalstandardsbodiesduringthatperiod,andpossiblyforevenlonger.
ISO9001:201*將替代ISO9001:201*版標(biāo)準(zhǔn),但是,IAF/ISO-CASCO/ISOTC176
協(xié)議一致,ISO9001:201*仍然可以維持到ISO9001:201*頒布后2年的時(shí)間,繼續(xù)有效。如果向ISO和各個(gè)國(guó)家標(biāo)準(zhǔn)化組織提出需要201*版標(biāo)準(zhǔn)的話,各國(guó)家標(biāo)準(zhǔn)化組織可能時(shí)間還要長(zhǎng)一些。
47.Canorganizationsremaincertified/registeredtothe201*version?
各個(gè)組織是否可以繼續(xù)申請(qǐng)按照201*版標(biāo)準(zhǔn)認(rèn)證/注冊(cè)?
Yes.CertificationtoISO9001:201*isnotan“upgrade”,and
organizationsthatarecertifiedtoISO9001:201*shouldbeaffordedthesamestatusasthosewhohavealreadyreceivedanewcertificatetoISO9001:201*.However,certificatestoISO9001:201*willonlyremainvaliduntil2yearsafterthepublicationofISO9001:201*.Contactyourcertification/registrationbodytogetdetailsonthecertificatestransitionprocess.
可以的。根據(jù)ISO9001:201*認(rèn)證不是“升版”,按照201*版認(rèn)證的組織應(yīng)當(dāng)有通過(guò)ISO9001:201*新認(rèn)證的組織具有相同的狀態(tài)。但是,201*版認(rèn)證證書只能保持到ISO9001:201*版頒布后2年內(nèi)有效。詳細(xì)的如何過(guò)渡,請(qǐng)和您們的認(rèn)證機(jī)構(gòu)取得聯(lián)系。
48.Whatwillhappentotheotherstandardsanddocumentsinthecurrent(201*)ISO9000family?
ISO9000系列標(biāo)準(zhǔn)中其他標(biāo)準(zhǔn)和文件將會(huì)發(fā)生什么變化?
ThefourprimarystandardsofthecurrentISO9000familyarethefollowing:
現(xiàn)在ISO9000系列標(biāo)準(zhǔn)的四份核心標(biāo)準(zhǔn)情況如下:
ISO9000:201*alreadypublishednomajorchangesexpectedfor201*ISO9000:201*已經(jīng)公布-估計(jì)到201*年不會(huì)有大的變化。ISO9001:201*tobesupersededbyISO9001:201*ISO9001:201*將被ISO9001:201*替代。
MoresignificantchangesareplannedforISO9004withaplannedpublicationdateoflate201*.
ISO9004計(jì)劃要做較大的更改,計(jì)劃在201*年的后期頒布。
ISO19011:201*iscurrentlybeginningtherevisionprocess,withanewversionexpectedin201*.
ISO19001:201*現(xiàn)在正在加以修改過(guò)程中,新版期望到201*年。
Theotherstandardsanddocumentswillbereviewedandupdatedas
necessary
其他標(biāo)準(zhǔn)和文件必要時(shí)將加以評(píng)審和更新。
49.HowsooncanmyorganizationseekcertificationtoISO9001:201*?多快可以按照ISO9001:201*認(rèn)證?
ISO9001:201*certificatescanonlybegrantedafteritspublicationasanInternationalStandard.
ISO9001:201*認(rèn)證只能等它頒布后(注:201*年11月15日已經(jīng)頒布)。
50.WillIbeabletocertify/registermyorganizationtoISO9004:201*?
我們組織能否按照ISO9004:201*標(biāo)準(zhǔn)申請(qǐng)認(rèn)證/注冊(cè)嗎?
SinceISO9004:201*willbeaguidancedocument,itisnotintendedtobeusedforthirdpartycertificationpurposes.
因?yàn)镮SO9004:201*將是一份指導(dǎo)文件,它沒(méi)有意向作為獨(dú)立第三方認(rèn)證用途。51.MyorganizationisthinkingaboutdevelopingaQualityManagementSystemtoISO9001.Shouldwewaituntiltherevisedstandardsarepublished?
我們組織正想開發(fā)符合ISO9001標(biāo)準(zhǔn)的質(zhì)量管理體系。我們是否應(yīng)當(dāng)?shù)刃薷陌姹竟己笤僮觯?/p>
No,youshouldnotdelaytheintroductionofthequalitymanagementsysteminyourorganization.Likethosewhoarecurrentlyintheprocessofbeingregistered/certified,anythingyoudonowtolaythefoundationofaqualitymanagementsystemwithinyourorganizationwillbebeneficial.不。您們不應(yīng)當(dāng)?shù)。像那些正在認(rèn)證/注冊(cè)的那樣,您們應(yīng)當(dāng)做的是貫徹質(zhì)量管理體系的那些基礎(chǔ)性工作,這對(duì)您們是有好處的。
52.MyorganizationisapplyingforISO9001certificationin201*.WhatshouldIdo?
我們組織正在采用ISO9001:201*版標(biāo)準(zhǔn),我們應(yīng)當(dāng)做些什么工作?OrganizationsintheprocessofcertificationtoISO9001:201*arerecommendedtoapplyforcertificationtoISO9001:201*,assoonitispublished.Uptoitspublicationyoucanstillapplyforcertification
toISO9001:201*.
建議正在申請(qǐng)ISO9001:201*版標(biāo)準(zhǔn)的組織改為按照ISO9001:201*版標(biāo)準(zhǔn)認(rèn)證/注冊(cè)。,我們應(yīng)當(dāng)做些什么工作?因?yàn)椋?01*版馬上要頒布了(譯者注:已經(jīng)頒布了)。當(dāng)然,您還是可以申請(qǐng)按照201*版認(rèn)證/注冊(cè)的。(譯者注:201*版證書到201*年11月15日以后全部失效。)
53.Cananorganizationbecertified/registeredtoISO9004?組織可以按照ISO9004來(lái)認(rèn)證/注冊(cè)嗎?
ISO9004isaguidancestandard,whichisnotintendedtobeusedforthirdpartyregistration/certificationpurposes.AkeyelementofISO9004istheabilitytoperformself-assessments.Thirdpartyqualitymanagementsystemcertifications/registrationsareperformedtoISO9001:201*.
ISO9004是一份指導(dǎo)標(biāo)準(zhǔn),不是作為獨(dú)立第三方認(rèn)證/注冊(cè)用的。認(rèn)證/注冊(cè)應(yīng)當(dāng)采用ISO9001:201*標(biāo)準(zhǔn)。ISO9004的關(guān)鍵作用是可以用來(lái)執(zhí)行自我評(píng)估。54.Isanorganization"sISO9001certificateapplicabletoallofitsproducts?
在一個(gè)組織內(nèi),ISO9001證書能應(yīng)用于所有的產(chǎn)品嗎?
Whenanorganizationseekstohaveitsqualitymanagementsystem
registered/certifiedtoISO9001:201*,itisrequiredtoagreea"scopeofcertification"withitsregistrar/certificationbody.Thiswilldefinetheproductstowhichtheorganization"squalitymanagementsystemisapplicable,andagainstwhichitwillbeassessed.Anorganizationisnotobligedtoincludewithinits"scopeofcertification"alltheproductsthatitprovides(notethattheISO9000:201*definitionof"Product"includes"services"),butmaybeselectiveaboutthosethatareincluded.AllapplicablerequirementsofISO9001:201*willneedtobeaddressedbytheorganization"squalitymanagementsystemthatcoversthoseproductsthatareincludedinthe"scopeofcertification".
當(dāng)組織申請(qǐng)他們的質(zhì)量管理體系按照ISO9001:201*認(rèn)證/注冊(cè)的時(shí)候,認(rèn)證機(jī)構(gòu)要和您們協(xié)商一致,確定一個(gè)“認(rèn)證范圍”。這個(gè)范圍內(nèi)定義用組織質(zhì)量管理體系應(yīng)用的哪些產(chǎn)品,將針對(duì)這些產(chǎn)品進(jìn)行評(píng)估。沒(méi)有要求組織所有的產(chǎn)品都包括在這個(gè)“認(rèn)證范圍”。但是(注:根據(jù)ISO9000:201*對(duì)“產(chǎn)品”的定義,它包括“服務(wù)”在內(nèi)),也許有選擇的要包括那些服務(wù)在內(nèi)。所有ISO9001:201*標(biāo)準(zhǔn)應(yīng)用的要求將必須在組織覆蓋“認(rèn)證范圍”中提及的那些產(chǎn)品的質(zhì)量管理體系中加以說(shuō)明。
Customersshouldensurethatapotentialsupplier"s"scopeofcertification"coverstheproductsthattheywishtoorder.CaveatEmptor!顧客應(yīng)當(dāng)確保潛在的供方質(zhì)量管理體系的“認(rèn)證范圍”中應(yīng)當(dāng)包括他們想要訂貨的那些產(chǎn)品。提醒使用者!
55.WhatcananorganizationdoifitisnotabletocomplywithalloftherequirementsofISO9001?
ISO9001allowsfortheexclusionofsomeofitsrequirements(viaclause1.2“Application”),butonlyifitcanbeshownthattheserequirementsarenotapplicabletotheorganization.
ExclusionsarelimitedtotherequirementsgiveninSection7("ProductRealization"),whereindividualrequirementsmayonlybeexcludedifitcanbeshownthattheydonotaffecttheorganization"sabilitytoprovideproductthatmeetscustomerandapplicablestatutoryorregulatoryrequirements.Justificationforsuchexclusionsisalsorequiredtobedetailedwithintheorganization"squalitymanual.
Forexample,ifdesignactivitiesarenotrequiredbyanorganizationtodemonstrateitscapabilitytomeetcustomerandapplicablestatutory/regulatoryrequirements,orifitsproductisprovidedonthebasisofestablisheddesign,thenitmaybeabletoexcludesomeofthe"design"requirementsbutstillbeabletoberegistered/certifiedtoISO9001:201*.
Forfurtherguidance,seetheISO9000IntroductionandSupportPackagemodule:GuidanceonISO9001:201*clause1.2"Application".
56.HowwillasmallorganizationbeabletoadapttherequirementsofISO9001?Whatflexibilitywillbeallowed?小單位如何采用ISO9001:201*?有什么可以靈活的地方?
TherequirementsoftheamendedISO9001:201*remainapplicabletosmall,medium,andlargeorganizationsalike,andsuchorganizationsshouldacquaintthemselveswiththeclarificationsinISO9001:201*.ISO/TC176haspublishedahandbook“ISO9001forSmallBusinessesWhattodo?”givingspecificadvicetosmallbusinesses.
修改以后的ISO9001:201*標(biāo)準(zhǔn)仍然適用于小、中和大型的組織,這些組織應(yīng)當(dāng)利用ISO9001:201*所澄清的問(wèn)題來(lái)熟悉自己的質(zhì)量管理體系。ISO/TC176已經(jīng)頒布了一份手冊(cè),名字叫“小型單位如何應(yīng)用ISO9001”,給出具體的指
導(dǎo)。
TherequirementsofISO9001areapplicabletosmall,medium,andlargeorganizationsalike.ISO9001:201*providessomeflexibility,throughclause1.2“Application”,ontheexclusionofcertainrequirementsforspecificprocessesthatmaynotbeperformedbytheorganization.ISO9001提出的這些要求應(yīng)用于小、中和大型組織,ISO9001:201*通過(guò)第1.2條《應(yīng)用》這個(gè)條款給某些組織有可能不執(zhí)行某些特定的過(guò)程要求的情況下,提供某些靈活許可,可以刪減某些要求。
If,forexample,thenatureofyourproductsdoesnotrequireyoutoperformdesignactivities,orifyourproductisprovidedonthebasisofestablisheddesign,youcoulddiscussandjustifytheexclusionoftheserequirementswithyourcertification/registrationbody(seealsotheISO9000IntroductionandSupportPackagemoduleGuidanceonISO9001:201*clause1.2"Application"However,individualorganizationswillstillneedtobeabledemonstratetheircapabilitytomeetcustomerandapplicablestatutoryorregulatoryrequirementsfortheirproducts,andwillneedtoconsiderthiswhendeterminingthecomplexityoftheirqualitymanagementsystems.
譬如,您們產(chǎn)品的性質(zhì)決定了不要求您們執(zhí)行產(chǎn)品設(shè)計(jì)和開發(fā)活動(dòng),或者,您們是在已經(jīng)設(shè)計(jì)好的基礎(chǔ)上提供您們的產(chǎn)品,您們可以和您們的認(rèn)證/注冊(cè)機(jī)構(gòu)討論,再判定刪減這些要求。詳細(xì)的請(qǐng)見另外一篇《ISO9001:201*第1.2條應(yīng)用指南》指導(dǎo)文章。但是,個(gè)別組織仍然需要能展示他們的產(chǎn)品能滿足符合顧客要求和應(yīng)用法規(guī)要求的能力,而且當(dāng)他們確定他們質(zhì)量管理體系的復(fù)雜性的時(shí)候,必須要考慮到這些問(wèn)題。
FurtherguidanceforsmallbusinessesmaybefoundintheISOhandbook:ISO9001forSmallBusinessesWhattodo,AdvicefromISO/TC176針對(duì)小型組織如何執(zhí)行ISO9001的具體指導(dǎo),請(qǐng)參考該ISO/TC176手冊(cè)。57.WhatwillhappentotheISOhandbook“ISO9001forSmallBusinesses”?
ISO9001:201*出版對(duì)小型組織手冊(cè)會(huì)有什么影響嗎?
Itremainsfullyapplicable.AprojecthasbeenstartedtoupdatethehandbooktoreflectthechangesinISO9001:201*.
完全適用,沒(méi)有影響。已經(jīng)成立了一個(gè)專題項(xiàng)目,反映ISO9001:201*的各種更改。
58.What’stherelationshipbetweentherevisedISO9001andISO14001?
修改后的ISO9001和ISO14001:201*之間有什么關(guān)系?
CompatibilitywithISO14001:201*hasbeenmaintainedandenhanced.“Compatibility”meansthatcommonelementsofthestandardscanbeimplementedbyorganizationsinasharedmanner,inwholeorinpart,withoutunnecessaryduplicationortheimpositionofconflictingrequirements.
修改后標(biāo)準(zhǔn)和ISO14001:201*的兼容性已經(jīng)維護(hù)而且有所提高!凹嫒菪浴钡囊馑际墙M織對(duì)這兩份標(biāo)準(zhǔn)的共同條款可以從整體上,或者部分地采用分享的方式來(lái)執(zhí)行,沒(méi)有必要重復(fù)進(jìn)行,要不然,這些要求會(huì)發(fā)現(xiàn)相互矛盾的現(xiàn)象。59.ArethereanyguidelinescoveringjointimplementationofISO9001andISO14001?
如何整合執(zhí)行ISO9001和ISO14001是否有什么指南?
Thetwostandardsarecompatible.ItisnotexpectedthatanISOguidelinewillbepreparedonthissubjectatthepresenttime.Iftheneedforsuchadocumentarises,ISOwillconsidertherequestasanewproject.However,bothISO9001andISO14001includeanannextoshowthecorrespondencebetweenthetwostandards.
這兩份標(biāo)準(zhǔn)是可以兼容的。不要期望ISO9001最近會(huì)頒布這方面的指導(dǎo)文章。如果的確需要的話,ISO會(huì)考慮這個(gè)要求,作為一個(gè)新的專題項(xiàng)目。不過(guò),這兩份標(biāo)準(zhǔn)的后面都有附錄,告訴您條款的對(duì)應(yīng)關(guān)系。
60.IsthereacommonguidelinestandardforauditingQMSandEMSaccordingtoISO9001and14001?根據(jù)ISO9001和ISO14001標(biāo)準(zhǔn)對(duì)質(zhì)量管理體系和環(huán)境管理體系進(jìn)行審核的話,有沒(méi)有通用的審核指導(dǎo)標(biāo)準(zhǔn)?
Yes,ISO19011:201*providesguidelinesforqualityand/orenvironmentalmanagementsystemsauditing.NotethataprojecttoreviseISO19011wasstartedin201*,andisexpectedtobecompletedin201*.
有的。就是ISO19011:201*對(duì)質(zhì)量管理體系和環(huán)境管理體系進(jìn)行審核的指南。請(qǐng)注意,有一個(gè)計(jì)劃打算201*年開始對(duì)該標(biāo)準(zhǔn)進(jìn)行修改,希望在201*年完成。61.Howarethestandardsapplicabletoorganizationsthatprovideservices.?
這些標(biāo)準(zhǔn)是如何用于提供服務(wù)類型的組織的?
Thestandardsareapplicabletoalltypesoforganizations,operatinginalltypesofsectors,includingserviceproviders.
這些標(biāo)準(zhǔn)是通用于各種類型的組織,這些組織在各種類型的行業(yè),包括服務(wù)行業(yè)的組織。
(Note:thedefinitionoftheterm"product"inISO9000:201*alsoincludes"services".ISO9001:201*andISO9004:201*havebeenwrittentoreflectthisdefinition.)
(請(qǐng)注意,ISO9000:201*標(biāo)準(zhǔn)中的術(shù)語(yǔ)“產(chǎn)品”也包括“服務(wù)”類型的產(chǎn)品。IS9001:201*和ISO9004:201*標(biāo)準(zhǔn)中也已經(jīng)寫明這一點(diǎn)。)
62.Myorganizationprovidesservices.IsthenewISO9001:201*applicabletous?
我們組織提供服務(wù)。新的ISO9001:201*標(biāo)準(zhǔn)是否適用?
ISO9001isequallyappropriatetoallsectors,includingserviceproviders.Thestandardisapplicabletoalltypesoforganizations.ISO9001標(biāo)準(zhǔn)是等同適用于各種類型的組織,包括服務(wù)類型。
63.Whatdoqualitymanagementpractitioners(consultant,auditor,ortrainer)needtoknowaboutthestandards?
關(guān)于這些標(biāo)準(zhǔn)質(zhì)量管理工作者(顧問(wèn)、審核員或培訓(xùn)教員)需要懂得些什么呢?Asaminimum,qualitymanagementpractitionersshouldfamiliarizethemselveswiththerequirementsofISO9001:201*,andalsowiththecontentandphilosophiesofISO9000:201*,ISO9004andtheQualityManagementPrinciples.
質(zhì)量管理工作者至少應(yīng)當(dāng)熟悉ISO9001:201*這份標(biāo)準(zhǔn),而且還要熟悉ISO9000:201*標(biāo)準(zhǔn)以及八項(xiàng)質(zhì)量管理原則的內(nèi)容和概念。
PractitionerswhoaarealreadyfamiliarwithISO9001:201*shouldbecomeawareoftheclarificationsintroducedinISO9001:201*,andtheirimplications,priortoconductingauditstothatstandard,orgivingtrainingandconsultancy.已經(jīng)熟悉ISO9001:201*標(biāo)準(zhǔn)的質(zhì)量管理工作者,在按照ISO9001:201*版標(biāo)準(zhǔn)執(zhí)行審核,或者培訓(xùn)和提供咨詢之前,首先應(yīng)當(dāng)懂得ISO9001:201*所提出的各種澄清問(wèn)題的內(nèi)容,以及這些內(nèi)容的實(shí)際應(yīng)用。
Theyshouldunderstandtheirclient’sactivitiesandprocesses,beforeprovidingappropriateinterpretationsoftherequirementsofthestandards,toaddvaluetotheclient"soperations.在向委托方提供針對(duì)標(biāo)準(zhǔn)各項(xiàng)要求進(jìn)行適當(dāng)?shù)慕忉,為他們(cè)鲋抵,?yīng)當(dāng)理解他們的委托方的各種活動(dòng)和過(guò)程。
ISO/TC176hasdevelopedthestandardISO10019Guidelinesfortheselectionofqualitymanagementsystemconsultantsanduseoftheir
services,whichmaybeusefultorefertoforfurtherguidance.
有關(guān)進(jìn)一步的信息,可以參考ISO/TC176已經(jīng)編寫了一份標(biāo)準(zhǔn)ISO10019《指導(dǎo)如何選擇質(zhì)量管理體系顧問(wèn)以及使用他們的服務(wù)》的標(biāo)準(zhǔn),也許會(huì)有所幫助。
64.Howshouldregulatorybodiesusethestandards?
Regulatorybodiesshouldreviewtheirregulationscurrentlyineffect(orunderdevelopment)andidentifypointswherereferencetothequalitymanagementsystemstandardswouldbeappropriate,beforemakingrecommendationstothelegislativebody.
65.Whatdoauditorsneedtoknowaboutthestandards?關(guān)于系列標(biāo)準(zhǔn),各類審核員必須知道些什么?
Auditors,whetherexternalorinternal,shouldbeabletodemonstratetheircompetenceonthestructure,contentandterminologyofthestandards,andalsoontheunderlyingQualityManagementPrinciples.各類審核員,不管是外審員還是內(nèi)審員,在有關(guān)系列標(biāo)準(zhǔn)的結(jié)構(gòu)、內(nèi)容和術(shù)語(yǔ)以及作為基礎(chǔ)的質(zhì)量管理八個(gè)原則方面,都應(yīng)當(dāng)能展示他們是有能力勝任這項(xiàng)工作的。
Thestandardsrequirethatauditorsareabletounderstandthe
organization"sactivitiesandprocessesandappropriatelyauditagainsttherequirementsoftheISO9001inrelationtotheorganization"sobjectives.AccordingtojointadvicefromtheInternational
AccreditationForum(IAF),ISO"sPolicyCommitteeforConformityAssessment(ISO-CASCO)andISOTC176,auditorsshouldbeabletodemonstratecompetencyin:
標(biāo)準(zhǔn)要求各類審核員能理解組織的各項(xiàng)活動(dòng),以及各種過(guò)程和適當(dāng)?shù)蒯槍?duì)
ISO9001這些要求,聯(lián)系組織的質(zhì)量目標(biāo)加以審核。根據(jù)國(guó)際認(rèn)可論壇IAF、國(guó)際標(biāo)準(zhǔn)化組織關(guān)于評(píng)估符合性政策委員會(huì)(ISO-CASCO)和ISOTC176,聯(lián)合指南,審核員應(yīng)當(dāng)能展示下列各個(gè)方面的能力:
TherequirementsoftheISO9001:201*.ISO9001:201*各項(xiàng)要求。
TheconceptsandterminologyoftheISO9000:201*.ISO9000:201*的概念和術(shù)語(yǔ)。
TheeightQualityManagementPrinciples八項(xiàng)質(zhì)量管理原則。AgeneralunderstandingofISO9004ISO9004有一總的理解。
FamiliaritywiththeauditingguidancestandardISO19011.ISO19011審核指南標(biāo)準(zhǔn)要熟悉
ISO/TC176,ISO/CASCOandtheIAFhaveestablishedanISO9001AuditingPracticesGroup,whichhasissuedanumberofwebbasedguidancenotestoassistauditors(see
)ISOTC176、ISO-CASCO和IAF建立了一個(gè)ISO9001審核實(shí)踐組在網(wǎng)站上發(fā)布了一系列指南,幫助各類審核員。見
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66.HowwillISO9001:201*relatetotheneedsofspecificbusinesssectors?
ISO9001:201*標(biāo)準(zhǔn)將對(duì)有關(guān)的特定行業(yè)發(fā)生什么關(guān)系?
ISO9001:201*remainscompatiblewiththeexistingmanagementsystemsstandardsforspecificbusinesssectorslikeISO/TS16949,AS9000/EN9100andTL9000.
ISO9001:201*標(biāo)準(zhǔn)仍然和現(xiàn)在的特定行業(yè)的質(zhì)量管理體系標(biāo)準(zhǔn)兼容的,譬如和汽車行業(yè)的ISO/TS16949、航空航天的AS9000/EN9100以及電子行業(yè)的TL9000。
Usersofaspecificsectorschemearerecommendedtorefertotheorganizationthatisresponsibleforthatsectorscheme,e.g.for:建議特定行業(yè)標(biāo)準(zhǔn)的使用者和如下負(fù)責(zé)該行業(yè)標(biāo)準(zhǔn)的組織聯(lián)系:
ISO/TS16949refertotheIATF,ISO/TS16949請(qǐng)和IATF聯(lián)系;TL9000refertotheQuESTForumTL9000請(qǐng)和QuEST論壇聯(lián)系;
ForAS9000/EN9100refertotheIAQGAS9000/EN9100請(qǐng)和IAQG聯(lián)系。67.MyorganisationfulfilstheISO9001:201*requirements.WhatdoIneedtodo?
我們組織滿足了ISO9001:201*標(biāo)準(zhǔn)的要求。我們應(yīng)當(dāng)如何做?
Anorganizationwho’sQMSfulfilstherequirementsofISO9001:201*shouldcheckthattheyarefollowingtheclarificationsintroducedintheamendedstandardISO9001:201*.某組織的質(zhì)量管理體系滿足了ISO9001:201*標(biāo)準(zhǔn)的各項(xiàng)要求應(yīng)當(dāng)檢查一下,他們是否符合ISO9001:201*標(biāo)準(zhǔn)中增加的一些解釋。
ISO9001:201*hasbeendevelopedinordertointroduceclarificationstotheexistingrequirementsofISO9001:201*.ItdoesnotintroduceadditionalrequirementsnordoesitchangetheintentoftheISO9001:201*standard.
ISO9001:201*是為了對(duì)現(xiàn)在的ISO9001:201*標(biāo)準(zhǔn)介紹一些解釋而開發(fā)編寫的(譯者注:201*年11月15日已經(jīng)公布了)。ISO9001:201*沒(méi)有增加新的要
求,也沒(méi)有改變ISO9001:201*標(biāo)準(zhǔn)的意向用途。
68.WhatistheimpactofISO9001:201*oncertification?ISO9001:201*對(duì)認(rèn)證證書有什么影響?
CertificationtoISO9001:201*isnotan“upgrade”,andorganizationsthatarecertifiedtoISO9001:201*shouldbeaffordedthesamestatusasthosewhohavealreadyreceivedanewcertificatetoISO9001:201*.針對(duì)ISO9001:201*標(biāo)準(zhǔn)的認(rèn)證不是升版,已經(jīng)取得ISO9001:201*認(rèn)證證書的組織應(yīng)當(dāng)提供和按照ISO9001:201*認(rèn)證,取得證書的組織具有相同的狀態(tài)。ISOandtheInternationalAccreditationForum(IAF)haveagreedthefollowing“ImplementationPlan”withrespecttoaccreditedcertificationtoISO9001:201*:
ISO和IAF已經(jīng)協(xié)商一致,在發(fā)表的過(guò)渡公報(bào)中有如何按照ISO9001:201*進(jìn)行認(rèn)證的“貫徹計(jì)劃”:
“AccreditedcertificationtotheISO9001:201*shallnotbegranteduntilthepublicationofISO9001:201*asanInternationalStandard.“針對(duì)ISO9001:201*標(biāo)準(zhǔn)的認(rèn)證工作應(yīng)當(dāng)在該標(biāo)準(zhǔn)公布以后進(jìn)行。
CertificationofconformitytoISO9001:201*and/ornationalequivalentsshallonlybeissuedafterofficialpublicationofISO9001:201*(whichshouldtakeplacebeforetheendof201*)andafteraroutinesurveillanceorre-certificationauditagainstISO9001:201*.符合ISO9001:201*和/或國(guó)家等同標(biāo)準(zhǔn)的證書只能等該標(biāo)準(zhǔn)正式公布(應(yīng)當(dāng)在201*年底前,譯者注:現(xiàn)在已經(jīng)公布)后,通過(guò)正常的按照ISO9001:201*進(jìn)行監(jiān)督審核或換證審核后頒發(fā)。
ValidityofcertificationstoISO9001:201*關(guān)于ISO9001:201*證書的有效期
OneyearafterpublicationofISO9001:201*allaccreditedcertificationsissued(newcertificationsorre-certifications)shallbetoISO9001:201*.ISO9001:201*標(biāo)準(zhǔn)頒布一年后,所有認(rèn)證(新認(rèn)證或者換證)必須按照ISO9001:201*來(lái)審核發(fā)證。
TwentyfourmonthsafterpublicationbyISOofISO9001:201*,anyexistingcertificationissuedtoISO9001:201*shallnotbevalid.”
ISO9001:201*頒布24個(gè)月后,任何現(xiàn)在的按照ISO9001:201*頒發(fā)的證書將失效!
69.IsthereanywayIcanparticipateinthedevelopmentofstandards?Yes.IfyouareinterestedyoushouldcontactyourNationalStandardsBodyforfurtherdetails.
InformationonISO’smemberNationalStandardsBodiescanbefoundat:Relatedinformation有關(guān)的信息
ISOandIAFannouncescheduleforimplementationofaccreditedcertificationtoISO9001:201*
ISO和IAF公報(bào):貫徹ISO9001:201*標(biāo)準(zhǔn)認(rèn)證審核的過(guò)渡計(jì)劃ISOManagementSystemsISO管理體系
ISO9001:201*-IntroductionandsupportpackageISO9001:
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發(fā)表評(píng)論最新評(píng)論
tom666201*-2-1511:22
不錯(cuò)的東東,學(xué)習(xí)了。udkey201*-2-1509:51
不錯(cuò),學(xué)習(xí)了、、、、、、reuben_lau201*-2-1418:44
由于幅面不夠,接前面第一帖子以下各條:
41.Whatisthedifferencebetweena"process"anda"procedure"?
“過(guò)程”和“程序”的差別是什么?
A"process"maybeexplainedasasetofinteractingorinterrelatedactivities,whichareemployedtoaddvalue.A
"procedure"isamethodofdescribingthewayorHowinwhichallorpartofthatprocessactivitiesshall/shouldbeperformed.
“過(guò)程”可以解釋為一組相互關(guān)聯(lián)或作用的活動(dòng)(作業(yè)),這些活動(dòng)是用來(lái)增值的!俺绦颉笔且环N描述途徑的方法,或者說(shuō)在程序中所有的或部分的過(guò)程活動(dòng)必須/應(yīng)當(dāng)如何執(zhí)行的。
ISO9000:201*definesaprocedureasa"specifiedwaytocarryoutanactivityoraprocess",whichdoesnotnecessarilyhavetobedocumented.
標(biāo)準(zhǔn)ISO9000:201*把程序定義為,“執(zhí)行一個(gè)活動(dòng)或一個(gè)過(guò)程的途徑”,這個(gè)程序不是必須要成文的。
42.Anorganizationhasa
well-establishedsetofprocedures.Cantheseproceduresbeusedtohelpdescribeitsprocesses?
一個(gè)組織具有一系列建立得很好的程序。這些程序能否用來(lái)幫助描述他們的過(guò)程?
Yes,iftheproceduresdescribeinputsandoutputs,appropriateresponsibilities,controlsandresourcesneededtosatisfycustomerrequirements.
可以的。只要各種程序描述了各個(gè)輸入和輸出,適當(dāng)?shù)匾?guī)定了職責(zé)、控制和各種為了滿足顧客各種要求所必需的資源。
43.WhatdocumentationisrequiredbyISO9001?
ISO9001要求有哪些文件化的要求?
ISO9001:201*refersspecificallytoonly6documentedprocedures;however,otherdocumentation(includingmoredocumentedproceduresnotspecificallymentionedinISO9001:201*)mayberequiredbyanorganization,inordertomanagetheprocessesthatarenecessaryfortheeffectiveoperationofthequalitymanagementsystem.Thiswillvarydependingonthesizeoftheorganization,thekindofactivitiesinwhichitisinvolvedandtheircomplexity.Forfurtherguidance,pleasealsorefertotheISO9000
IntroductionandSupportPackagemodule"GuidanceontheDocumentationRequirementsofISO9001:201*"
ISO9001:201*特別提到的只有六份文件化的程序;但是,組織有可能要有更多的其他文件(包括ISO9001:201*標(biāo)準(zhǔn)中沒(méi)有特定提到的,更多的文件化程序),管理這些過(guò)程以便有效的運(yùn)作質(zhì)量管理體系。這些取決于組織的規(guī)模大小、活動(dòng)的類型和它們的復(fù)雜性。進(jìn)一步指導(dǎo)內(nèi)容請(qǐng)見ISO9000介紹和支持類文件中有一份文件,叫《ISO9001:201*關(guān)于文件化的指南》。
44.Whichstandardareorganizationsregistered/certifiedto?
組織應(yīng)當(dāng)采用哪份標(biāo)準(zhǔn)進(jìn)行認(rèn)證/注冊(cè)?
Organizationshavetheirqualitymanagementsystemregistered/certifiedtoISO9001:201*.Thescopeofregistration/certificationwillneedtoreflectpreciselyandclearlytheactivitiescoveredbytheorganization"s
qualitymanagementsystem;anyexclusiontonon-applicablerequirementsofthestandard(permittedthroughISO9001clause1.2"Application")willneedtobedocumentedandjustifiedinthequalitymanual(seealsotheISO/TC176/SC2ISO9000IntroductionandSupportPackagemoduleGuidanceonISO9001:201*clause1.2"Application"組織根據(jù)ISO9001:201*標(biāo)準(zhǔn)來(lái)認(rèn)證/注冊(cè)他們的質(zhì)量管理體系。認(rèn)證/注冊(cè)的范圍必須準(zhǔn)確地和清楚地規(guī)定質(zhì)量管理體系中的各種活動(dòng);對(duì)標(biāo)準(zhǔn)中任何不適用要求的剪裁必須在質(zhì)量手冊(cè)中加以正確判定,必須符合標(biāo)準(zhǔn)第.2條要求。(請(qǐng)參閱另外一份指導(dǎo)文件eealsotheISO/TC176/SC2ISO9000IntroductionandSupportPackagemoduleGuidanceonISO9001:201*clause1.2"Application)
45.WhatdoesanorganizationneedtodotocomplywithISO9001?
為了符合標(biāo)準(zhǔn)ISO9001,組織必須做些什么工
作?
WheninitiallystartingtouseISO9001,anorganizationshouldfamiliarizeitspersonnelwiththeQualityManagementPrinciples,analyzethestandards(especiallyISO9000andISO9004),andconsiderhowtheirguidanceandrequirementsmayaffectyouractivitiesandrelatedprocesses.Ifitthenwishestoproceedtoregistration/certification,itshouldperformagapanalysisagainstthe
requirementsofISO9001todeterminewhereitscurrentqualitymanagementsystemdoesnotaddresstheapplicableISO9001:201*requirements,beforedevelopingandimplementingadditionalprocessestoensurethatcompliancewillbeachieved.
當(dāng)組織發(fā)起采用ISO9001的時(shí)候,組織應(yīng)當(dāng)讓員工熟悉質(zhì)量管理原則,分析這套系列標(biāo)準(zhǔn)(特別是ISO9000和ISO9004),看看這些指南和標(biāo)準(zhǔn)
提出的各項(xiàng)要求有可能對(duì)您們的工作作業(yè)和有關(guān)的過(guò)程將發(fā)生什么影響。假如希望通過(guò)認(rèn)證注冊(cè)的話,在開發(fā)和執(zhí)行附加的各個(gè)過(guò)程之前,應(yīng)當(dāng)根據(jù)ISO9001標(biāo)準(zhǔn)要求,先分析一下現(xiàn)在的過(guò)程距離標(biāo)準(zhǔn)要求有多少差距,確定在什么地方現(xiàn)在的質(zhì)量管理體系沒(méi)有滿足ISO9001:201*標(biāo)準(zhǔn)提出應(yīng)當(dāng)采用的各項(xiàng)要求,以便確保符合要求。
46.Whatwillhappentothe201*versionofISO9001?
ISO9001:201*版標(biāo)準(zhǔn)將會(huì)發(fā)生什么結(jié)果?
ISO9001:201*willsupersedeISO9001:201*However,notingtheIAF/ISO-CASCO/ISOTC176agreementthataccreditedcertificationtothe201*editionshouldremainpossibleforupto2yearsafterthepublicationofISO9001:201*,copiesofthe201*editionwillstillbeavailableonrequestfromISOandthenationalstandardsbodiesduringthatperiod,andpossiblyforevenlonger.
ISO9001:201*將替代ISO9001:201*版標(biāo)準(zhǔn),但是,IAF/ISO-CASCO/ISOTC176協(xié)議一致,ISO9001:201*仍然可以維持到ISO9001:201*頒布后2年的時(shí)間,繼續(xù)有效。如果向ISO和各個(gè)國(guó)家標(biāo)準(zhǔn)化組織提出需要201*版標(biāo)準(zhǔn)的話,各國(guó)家標(biāo)準(zhǔn)化組織可能時(shí)間還要長(zhǎng)一些。
47.Canorganizationsremain
certified/registeredtothe201*version?
各個(gè)組織是否可以繼續(xù)申請(qǐng)按照201*版標(biāo)準(zhǔn)認(rèn)證/注冊(cè)?
Yes.CertificationtoISO9001:201*isnotan“upgrade”,andorganizationsthatarecertifiedtoISO9001:201*shouldbeaffordedthesamestatusasthosewhohavealreadyreceivedanewcertificatetoISO9001:201*.However,certificatestoISO9001:201*willonlyremainvaliduntil2yearsafterthe
publicationofISO9001:201*.Contactyourcertification/registrationbodytogetdetailsonthecertificatestransitionprocess.
可以的。根據(jù)ISO9001:201*認(rèn)證不是“升版”,按照201*版認(rèn)證的組織應(yīng)當(dāng)有通過(guò)ISO9001:201*新認(rèn)證的組織具有相同的狀態(tài)。但是,201*版認(rèn)證證書只能保持到ISO9001:201*版頒布后2年內(nèi)有效。詳細(xì)的如何過(guò)渡,請(qǐng)和您們的認(rèn)證機(jī)構(gòu)取得聯(lián)系。
48.Whatwillhappentotheotherstandardsanddocumentsinthecurrent(201*)ISO9000family?
ISO9000系列標(biāo)準(zhǔn)中其他標(biāo)準(zhǔn)和文件將會(huì)發(fā)生什么變化?
ThefourprimarystandardsofthecurrentISO9000familyarethefollowing:
現(xiàn)在ISO9000系列標(biāo)準(zhǔn)的四份核心標(biāo)準(zhǔn)情況如下:
ISO9000:201*alreadypublishednomajorchangesexpectedfor201*
ISO9000:201*已經(jīng)公布-估計(jì)到201*年不會(huì)有大的變化。
ISO9001:201*tobesupersededbyISO9001:201*
ISO9001:201*將被ISO9001:201*替代。MoresignificantchangesareplannedforISO9004withaplannedpublicationdateoflate201*.
ISO9004計(jì)劃要做較大的更改,計(jì)劃在201*年的后期頒布。
ISO19011:201*iscurrentlybeginningtherevisionprocess,withanewversionexpectedin201*.
ISO19001:201*現(xiàn)在正在加以修改過(guò)程中,新版期望到201*年。
Theotherstandardsanddocumentswillbe
reviewedandupdatedasnecessary其他標(biāo)準(zhǔn)和文件必要時(shí)將加以評(píng)審和更新。
49.HowsooncanmyorganizationseekcertificationtoISO9001:201*?
多快可以按照ISO9001:201*認(rèn)證?
ISO9001:201*certificatescanonlybegrantedafteritspublicationasanInternationalStandard.
ISO9001:201*認(rèn)證只能等它頒布后(注:201*年11月15日已經(jīng)頒布)。
50.WillIbeabletocertify/registermyorganizationtoISO9004:201*?
我們組織能否按照ISO9004:201*標(biāo)準(zhǔn)申請(qǐng)認(rèn)證/注冊(cè)嗎?
SinceISO9004:201*willbeaguidancedocument,itisnotintendedtobeusedforthirdpartycertificationpurposes.
因?yàn)镮SO9004:201*將是一份指導(dǎo)文件,它沒(méi)有意向作為獨(dú)立第三方認(rèn)證用途。
51.MyorganizationisthinkingaboutdevelopingaQualityManagementSystemtoISO9001.Shouldwewaituntiltherevisedstandardsarepublished?
我們組織正想開發(fā)符合ISO9001標(biāo)準(zhǔn)的質(zhì)量管理體系。我們是否應(yīng)當(dāng)?shù)刃薷陌姹竟己笤僮觯?/p>
No,youshouldnotdelaytheintroductionofthequalitymanagementsysteminyourorganization.Likethosewhoarecurrentlyintheprocessofbeingregistered/certified,anythingyoudonowtolaythefoundationofaqualitymanagementsystemwithinyourorganizationwillbebeneficial.
不。您們不應(yīng)當(dāng)?shù)。像那些正在認(rèn)證/注冊(cè)的那樣,您們應(yīng)當(dāng)做的是貫徹質(zhì)量管理體系的那些基礎(chǔ)性工作,這對(duì)您們是有好處的。
52.MyorganizationisapplyingforISO9001certificationin201*.WhatshouldIdo?
我們組織正在采用ISO9001:201*版標(biāo)準(zhǔn),我們應(yīng)當(dāng)做些什么工作?
OrganizationsintheprocessofcertificationtoISO9001:201*are
recommendedtoapplyforcertificationtoISO9001:201*,assoonitispublished.UptoitspublicationyoucanstillapplyforcertificationtoISO9001:201*.
建議正在申請(qǐng)ISO9001:201*版標(biāo)準(zhǔn)的組織改為按照ISO9001:201*版標(biāo)準(zhǔn)認(rèn)證/注冊(cè)。,我們應(yīng)當(dāng)做些什么工作?因?yàn)椋?01*版馬上要頒布了(譯者注:已經(jīng)頒布了)。當(dāng)然,您還是可以申
請(qǐng)按照201*版認(rèn)證/注冊(cè)的。(譯者注:201*版證書到201*年11月15日以后全部失效。)
53.Cananorganizationbecertified/registeredtoISO9004?
組織可以按照ISO9004來(lái)認(rèn)證/注冊(cè)嗎?
ISO9004isaguidancestandard,whichisnotintendedtobeusedforthirdpartyregistration/certificationpurposes.AkeyelementofISO9004istheabilitytoperformself-assessments.Thirdpartyqualitymanagementsystemcertifications/
registrationsareperformedtoISO9001:201*.
ISO9004是一份指導(dǎo)標(biāo)準(zhǔn),不是作為獨(dú)立第三方認(rèn)證/注冊(cè)用的。認(rèn)證/注冊(cè)應(yīng)當(dāng)采用ISO9001:201*標(biāo)準(zhǔn)。ISO9004的關(guān)鍵作用是可以用來(lái)執(zhí)行自我評(píng)估。
54.Isanorganization"sISO9001certificateapplicabletoallofitsproducts?
在一個(gè)組織內(nèi),ISO9001證書能應(yīng)用于所有的產(chǎn)品嗎?
Whenanorganizationseekstohaveitsqualitymanagementsystem
registered/certifiedtoISO9001:201*,itisrequiredtoagreea"scopeofcertification"withitsregistrar/certificationbody.Thiswilldefinetheproductstowhichtheorganization"squalitymanagementsystemisapplicable,andagainstwhichitwillbeassessed.Anorganizationisnotobligedtoincludewithinits"scopeofcertification"alltheproductsthatitprovides(notethattheISO9000:201*definitionof"Product"includes"services"),butmaybeselectiveaboutthosethatareincluded.AllapplicablerequirementsofISO9001:201*willneedtobe
addressedbytheorganization"squalitymanagementsystemthatcoversthoseproductsthatareincludedinthe"scopeofcertification".
當(dāng)組織申請(qǐng)他們的質(zhì)量管理體系按照ISO9001:201*認(rèn)證/注冊(cè)的時(shí)候,認(rèn)證機(jī)構(gòu)要和您們協(xié)商一致,確定一個(gè)“認(rèn)證范圍”。這個(gè)范圍內(nèi)定義用組織質(zhì)量管理體系應(yīng)用的哪些產(chǎn)品,將針對(duì)這些產(chǎn)品進(jìn)行評(píng)估。沒(méi)有要求組織所有的產(chǎn)品都包括在這個(gè)“認(rèn)證范圍”。但是(注:根據(jù)ISO9000:201*對(duì)“產(chǎn)品”的定義,它包括“服務(wù)”在內(nèi)),也許有選擇的要包括那些服務(wù)在內(nèi)。所有ISO9001:201*標(biāo)準(zhǔn)應(yīng)用的要求將必須在組織覆蓋“認(rèn)證范圍”中提及的那些產(chǎn)品的質(zhì)量管理體系中加以說(shuō)明。
Customersshouldensurethatapotentialsupplier"s"scopeofcertification"coverstheproductsthattheywishtoorder.CaveatEmptor!
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