质量管理体系

1、1 / 102Section 4 Quality management system第四章 质量治理体系4.1 General requirements一般要求4.2 Documentation requirements文件要求4.2.1 General总则4.2.2 Quality manual质量手册4.2.3 Control of documents文件操纵4.2.3.C.1 Control of Customer-Supplied Documents andData-The organization shall establish and maintain adocumented pr

2、ocedure(s) to control all customer-supplieddocuments and data (e.g., network architecture, topology,capacity, installation termination assignments, and database) if2 / 102these documents and data influence the design, verification,validation, inspection and testing, or servicing the product.客户提供文件及数

3、据操纵 组织将建立同时维护文件化程序 以操纵所有客户提供的文件和数据(例如，网络体系结构， 布局，容量，安装结束任务及数据库)假如这些文件和数据 阻碍设计，验证，确认，检查及测试，或服务于产品。4.2.4 Control of records记录操纵Section 5 Management responsibility第五章治理职责5.1 Management commitment3 / 102治理承诺5.2Customer focus以顾客为关注焦点5.2. C.1 Customer Relationship Development-Topmanagement shall demonstra

4、te active involvementin establishing and maintaining mutually-beneficial relationships betweenthe organization and its customers. 4进展顾客关系最高治理者应积极参与建立并维护组织与顾客 之间的相互受益的关系。5.2. C.2 Customer Communication Procedures-Theorganization shall establish and maintain adocumented procedure(s) for communicating

5、with selected customers.The documented procedure(s) shall include:顾客沟通程序组织应建立并维护文件化的程序以确保与特定 顾客之间的沟通。该程序文件应包括：a) a strategy and criteria for customer selection,选择顾客的策略及标准b) a method for the organization and its customers to share jointexpectations and improve the quality of products, and组织和顾客共同参与策划及

6、提高产品质量的方法，和c) a joint review with the customer at defined intervals covering the statusof shared expectations and including a method to track the resolution ofissues. 4会同顾客安既定的时刻间隔评审期望目标的状况，同时应有能 够追踪决定流转的方法。5.2. C.2-NOTE 1: It is recognized that it is not possible for an organizationto provide the s

7、ame level of communication with all its customers. Thelevel provided may depend on the amount of business with the customer,the history of problems, customer expectations, and other factors (seeAppendix F,“Guidancfeor Communication with Customers”).注解1：众所周知，组织不可能对所有顾客提供同样级不的沟 通。所提供的级不应依据与顾客的生意数量、历史问

8、题、顾客期望值，以及其它因素(参见附录F，“顾客沟通指导”)4 / 1025.3 Quality policy质量方针5.4 Planning策划5.4.1 Quality objectives质量目标5.4.1.C.1 Quality Objectives-Objectives for qualityshall include targets for the TL 9000 measurementsdefined in theTL 9000 Quality Management SystemMeasurements Handbook.质量目标质量目标应包括在TL9000质量治理体系计算手册中

9、为TL9000定义的对象。5.4.2 Quality management system planning质量治理体系策划5 / 1025.4.2.C.1 Lo ng- andShort-Term Quality Pla nningTheorganizations quality planning activities shallincludelong- and short-term plans with goals for improving quality and customersatisfaction.长期和短期质量策划组织的质量策划行为应包括以提高质量和 顾客中意度为目标的长期策划和

10、短期策划。Performance to these goals shall be monitored and reported. These plans shalladdress:实现这些目标需要监控和汇报。这些策划应注明：a) cycle time,6 / 102循环时刻b) customer service,顾客服务c) training,培训d) cost,成本e) delivery commitments, and交货承诺，等f) product reliability.7 / 102产品可靠性5.4.2. C.1-NOTE 1: Top Management should demon

11、strate their activeinvolvement in long- and short-term quality planning.注解1：最高治理者应积极参与到长期和短期质量策划中。8 / 1025.4.2. C.2 CustomerInputThe orga ni zati onshallimplement methods for soliciting and considering customer inputfor quality planning activities. The organization should establishjoint quality improvement programs with customers. 4顾客输入 组织应将顾客输入纳入质量策划中。组织应会同顾客 建立质量改进程序。5.4.2.C.3 Supplier In put-The orga niz