质量管理八大原则原则中英文

1、质量治理八大原则原则本译文表述的尽管是ISO9000:2000系列标准下的质量治理原 则，但这些原则与CMM/CMM标准的治理原则是相通的。特不是CMM标准，综合了三个源标准，也借鉴和融合了当今适用的治 理理论和实践，包括ISO9000等其他的标准的治理思想。各软件企业所服务的行业不同， 企业性质不同， 组织战略不 同，实施IS09000标准，推行CMM/CMM标准也就会有不同的实 施方法。但治理原则应该是一致的。因此，本人翻译了ISO官方网站上的这篇文章，希望对宽敞 企业理解和实施CMM/CMMI/ISO900标准有启发和关心。Introduction介绍This document intr

2、oduces the eight quality managementprinciples on which the quality management system standards of therevised ISO 9000:2000 series are based. These principles can be usedby senior management as a1 / 203 / 20framework to guide their organizations towards improved performance.The principles are derived

3、 from the collective experience andknowledge of the international experts who participate in ISOTechnical Committee ISO/TC 176, Quality management and qualityassurance, which is responsible for developing and maintaining theISO 9000 standards.本文介绍了修订版ISO9000:2000质量治理体系标准所依据 的八大治理原则。 这些原则能够作为一个框架， 指导

4、高级治理者 改进组织的绩效。这些原则来源于参与ISO技术委员会ISO/TC176质量治理和质量保证的国际专家组的集体经验和知 识。技术委员会负责ISO9000标准的开发和维护。The eight quality managementprinciples are defined in ISO9000:2000, Quality managementsystems Fundamentals andvocabulary, and in ISO 9004:2000, Quality management systemsGuidelines for performance improvements.这八

5、大治理原则在以下二个标准中有定义：ISO9000:2000,质量治理体系基础和词汇；09004:2000,质量治理体系绩效改 进指南。This document gives the standardized descriptions of theprinciples as they appear in ISO 9000:2000 and ISO 9004:2000. In4 / 20addition, it provides examples of the benefits derived from their useand of actions that managers typically

6、 take in applying the principles toimprove their organizations performance.本文给出了八大治理原则在ISO 9000:2000和ISO 9004:2000中的标准描述。另外，列举了使用这些原则的一些好 处，以及治理人员应用这些原则改进组织绩效的有代表性的做 法。Principle 1 Customer focus原则1以客户为关注焦点Organizations depend on their customers and therefore shouldunderstand current and future custo

7、mer needs, should meet customerrequirements and strive to exceed customer expectations.组织依靠于他们的客户， 因此应该了解客户现在和今后的需 求，应该满足客户需求并努力超越客户期望。Key benefits:关键好处：5 / 20In creased reve nue and market share obta in ed throughflexible and fast responses to market opportunities.通过灵活和快速的对市场机会的反应提高了收入和市场份 额。Increa

8、sed effectiveness in the use of the organizationsresources to enhance customer satisfaction.提高了组织对资源的有效利用来增强客户中意。Improved customer loyalty le ading to repeat business.提高了客户忠诚度，留住回头客。Applying the principle of customer focus typically leads to:应用以客户为关注焦点通常需要：Researching and understanding customer need

9、s andexpectations.调查研究和理解客户的需求和期望。Ensuring that the objectives of the organization are linkedto customer needs and expectations.确保把组织目标和客户需求和期望连接起来。Communi cati ng customer n eeds and expectatio nsthroughout the organization.在组织内部全面沟通客户需求和期望。Measuring customer satisfaction and acting on the results.

10、测量客户中意度，并针对结果采取行动。Systematically managing customer relationships.系统的治理客户关系。Ensuring a balanced approach between satisfyingcustomers and other interested parties (such as owners, employees,suppliers, financiers, local communities and society as a whole).确保在满足客户和其他利益团体之间的平衡。利益团体 例 子有组织所有者、职员、供应商、金融机构、

11、当地社团、社会。Principle 2 Leadership原则2领导作用Leaders establish unity of purpose and direction of theorganization. They should create and maintain the internal5 / 207 / 20environment in which people can become fully involved in achievingthe organizations objectives.领导为组织建立统一的目的和方向。 领导应该制造和维持一 个能让职员充分地参与组织目标实

12、现的内部环境。Key benefits:关键好处：People will understand and be motivated towards theorganizations goals and objectives.将会让职员理解组织目的和目标， 并激励他们向那个方面努 力。Activities are evaluated, aligned and implementedin a unified way.将以统一的方式评估、合作和实施各项活动。Miscommunication between levels of an organization will beminimized.将会降低组

13、织各层级之间的沟通误解。Applying the principle of leadership typically leadsto:应用领导作用原则通常需要：8 / 20Con sideri ng the n eeds of all in terested parties includingcustomers, owners, employees, suppliers, financiers, localcommunities and society as a whole.整体考虑各利益团体的需求，包括客户、组织所有者、职员、 供应商、金融机构、当地社团、社会。Establishing ac

14、lear vision of theorganizationsfuture.为组织以后建立一个清晰的愿景。Setting challenging goals and targets.设置有挑战性的目的和目标。Creating and sustaining shared values, fairness and ethicalrole models at all levels of the organization.在组织各层级建立和维护共同的价值观、 公平正直和道德模 型。Establis hing trust and eliminating fear.建立信任，消除恐惧。Providing

15、people with the required resources, training andfreedom to act with responsibility and accountability.为职员提供所需资源、培训和自主以开展相关的职责和义9 / 20务。In spiri ng, en courag ing and recog nizing peoplescontributions.激发、鼓舞和认可职员的贡献。Principle 3 Involvement of people原则3全员参与People at all levels are the essence of an organization and theirfull involvement enables their abilities to be used for the organizationsbenefi