质量管理八大原则中英对照

质量管理八大原则（中英文对照）作者：孙云（来源：希赛网）本译文表述的虽然是ISO9000:2000系列标准下的质量管理原则，但这些原则与CMM/CMMI标准的管理原则是相通的。特别是CMMI标准，综合了三个源标准，也借鉴和融合了当今适用的管理理论和实践，包括ISO9000等其他的标准的管理思想。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 ISO9000标准，推行CMM/CMMI标准也就会有不同的实施方法。但管理原则应该是一致的。所以，本人翻译了ISO官方网站上的这篇文章，希望对广大企业理解和实施CMM/CMMI/ISO9000标准有启发和帮助。Introduction介绍ThisdocumentintroducestheeightqualitymanagementprinciplesonwhichthequalitymanagementsystemstandardsoftherevisedISO9000:2000seriesarebased.Theseprinciplescanbeusedbyseniormanagementasaframeworktoguidetheirorganizationstowardsimprovedperformance.TheprinciplesarederivedfromthecollectiveexperienceandknowledgeoftheinternationalexpertswhoparticipateinISOTechnicalCommitteeISO/TC176,Qualitymanagementandqualityassurance,whichisresponsiblefordevelopingandmaintainingtheISO9000standards.本文介绍了修订版£09000:2000质量管理体系标准所依据的八大管理原则。这些原则可以作为一个框架，指导高级管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质量管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IS09000标准的开发和维护。TheeightqualitymanagementprinciplesaredefinedinISO9000:2000,QualitymanagementsystemsFundamentalsandvocabulary,andinISO9004:2000,QualitymanagementsystemsGuidelinesforperformanceimprovements.这八大管理原则在以下二个标准中有定义：IS09000:2000质量管理体系基础和词汇；£09004:2000,质量管理体系绩效改进指南。ThisdocumentgivesthestandardizeddescriptionsoftheprinciplesastheyappearinIS09000:2000andIS09004:2000.Inaddition,itprovidesexamplesofthebenefitsderivedfromtheiruseandofactionsthatmanagerstypicallytakeinapplyingtheprinciplestoimprovetheirorganization'sperformance.本文给出了八大管理原则在ISO9000:2000和ISO9004:2000中的标准描述。另外，列举了使用这些原则的一些好处，以及管理人员应用这些原则改进组织绩效的有代表性的做法。Principle1Customerfocus原则1以客户为关注焦点Organizationsdependontheircustomersandthereforeshouldunderstandcurrentandfuturecustomerneeds,shouldmeetcustomerrequirementsandstrivetoexceedcustomerexpectations.组织依赖于他们的客户，所以应该了解客户现在和将来的需求，应该满足客户需求并努力 超越客户期望。Keybenefits:关键好处：•ncreasedrevenueandmarketshareobtainedthroughflexibleandfastresponseStomarketopportunities.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。•Increasedeffectivenessintheuseoftheorganization'sresourcestoenhancecustomersatisfaction.提高了组织对资源的有效利用来增强客户满意•Improvedcustomerloyaltyleadingtorepeatbusiness提高了客户忠诚度，留住回头客。Applyingtheprincipleofcustomerfocustypicallyleadsto:应用以客户为关注焦点通常需要：•Researchingandunderstandingcustomerneedsandexpectations.调查研究和理解客户的需求和期望。•Ensuringthattheobjectivesoftheorganizationarelinkedtocustomerneedsandexpectations.确保把组织目标和客户需求和期望连接起来。•Communicatingcustomerneedsandexpectationsthroughouttheorganization.在组织内部全面沟通客户需求和期望。•Measuringcustomersatisfactionandactingontheresults.测量客户满意度，并针对结果采取行动。Systematicallymanagingcustomerrelationships.系统地管理客户关系。•Ensuringabalancedapproachbetweensatisfyingcustomersandotherinterestedparties(suchasowners,employees,suppliers,financiers,localcommunitiesandsocietyasawhole).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、员工、供应商、金融机构、当地社团、社会。Principle2Leadership原则2领导作用Leadersestablishunityofpurposeanddirectionoftheorganization.Theyshouldcreateandmaintaintheinternalenvironmentinwhichpeoplecanbecomefullyinvolvedinachievingtheorganization'sobjectives.领导为组织建立统一的目的和方向。领导应该创造和维持一个能让员工充分地参与组织目标实现的内部环境。Keybenefits:关键好处：Peoplewillunderstandandbemotivatedtowardstheorganization'sgoalsandobjectives.将会让员工理解组织目的和目标，并激励他们向这个方面努力。•Activitiesareevaluated,alignedandimplementedinaunifiedway.将以统一的方式评估、合作和实施各项活动。•Miscommunicationbetweenlevelsofanorganizationwillbeminimized.将会降低组织各层级之间的沟通误解。Applyingtheprincipleofleadershiptypicallyleadsto:应用领导作用原则通常需要：•Consideringtheneedsofallinterestedpartiesincludingcustomers,owners,employees,suppliers,financiers,localcommunitiesandsocietyasawhole.整体考虑各利益团体的需求，包括客户、组织所有者、员工、供应商、金融机构、当地社团、社会。•Establishingaclearvisionoftheorganization'sfuture.为组织未来建立一个清晰的愿景。•Settingchallenginggoalsandtargets.设置有挑战性的目的和目标。•Creatingandsustainingsharedvaluesfairnessandethicalrolemodelsatalllevelsoftheorganization.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。•Establishingtrustandeliminatingfear.建立信任，消除恐惧。•Providingpeoplewiththerequiredresources,trainingandfreedomtoactwithresponsibilityandaccountability.为员工提供所需资源、培训和自主以开展相关的职责和义务。•Inspiring,encouragingandrecognizingpeople'scontributions.激发、鼓励和认可员工的贡献。Principle3InvoIvementofpeople原则3全员参与PeopleatalllevelsaretheessenceofanorganizationandtheirfullinvoIvementenablestheirabilitiestobeusedfortheorganization'sbenefit.各层级的员工是组织的要素，他们的充分参与能使他们的能力为组织的利益服务Keybenefits:关键好处：•Motivated,committedandinvoIvedpeoplewithintheorganization.在组织内激励员工，获得员工的承诺和参与。•nnovationandcreativityinfurtheringtheorganization'sobjectives.改革创新和创造以促进公司目标实现。•Peoplebeingaccountablefortheirownperformanee.员工将对他们自己的绩效承担责任。•Peopleeagertoparticipatenandcontributetocontinualimprovement.员工热心于参加持续改进过程，并积极做贡献。Applyingtheprincipleofinvolvemenbfpeopletypicallyleadsto:应用全员参与原则通常需要：•Peopleunderstandingtheimportaneeoftheircontributionandroleintheorganization.员工理解他们的贡献和任务对组织的重要性。•Peopleidentifyingconstraintstotheirperformanee.员工识别影响他们绩效的限制条件。•Peopleacceptingownershipofproblemsandtheirresponsibilityforsolvingthem.员工接受和承担问题，并对解决问题负责。•Peopleevaluatingtheirperformanceagainsttheirpersonalgoalsandobjectives.员工通过对照他们的个人目的和目标，评价他们自己的绩效。•Peopleactivelyseekingopportunitiestoenhancetheircompetence,knowledgeandexperienee.员工积极地寻找提高他们能力、知识和经验和机会。•Peoplefreelysharingknowledgeandexperienee.员工自由地共享他们的知识和经验。•Peopleopenlydiscussingproblemsandissues.员工开放地讨论问题。Principle4Processapproach原则4过程方法Adesiredresultisachievedmoreefficientlywhenactivitiesandrelatedresourcesaremanagedasaprocess.在活动和相关资源作为一个过程来管理的时候， 期望的结果将更有效地达到。Keybenefits:关键好处：•Lowercostsandshortercycletimesthrougheffectiveuseofresources.通过有效地使用资源，降低成本，缩短工期。•Improved,consistentandpredictableresults.得到改进的、一致的和可预测的结果。•Focusedandprioritizedimprovementopportunities.关注改进机会，并划分优先级。Applyingtheprincipleofprocessapproachtypicallyleadsto:应用过程方法原则通常需要：•Systematicallydefiningtheactivitiesnecessarytoobtainadesiredresult.系统地定义获得期望结果所必要的活动。•Establishingclearresponsibilityandaccountabilityformanagingkeyactivities.为管理关键活动建立清晰的职责和义务。•Analyzingandmeasuringofthecapabilityofkeyactivities.分析和测量关键活动的能力。•Identifyingtheinterfacesofkeyactivitieswithinandbetweenthefunctionsoftheorganization.识别关键活动在组织职能部门之间的接口界面。•Focusingonthefactorssuchasresources,methods,andmaterialsthatwillimprovekeyactivitiesoftheorganization.关注于如资源、方法和原料等能提高组织的关键活动的因素。Evaluatingrisks,consequencesandimpactsofactivitiesoncustomers,suppliersandotherinterestedparties.评估活动对于客户、供应商和其他利益团体的风险、结果和影响。Principle5Systemapproachtomanagement原则5管理的系统方法Identifying,understandingandmanaginginterrelatedprocessesasasystemcontributestotheorganization'seffectivenessandefficiencyinachievingitsobjectives.对相关的过程，作为一个系统，来进行识别、理解和管理。这将有助于组织有效力地和有效率地达到它的目标。Keybenefits:关键好处：•ntegrationandalignmentoftheprocesseSthatwillbestachievethedesiredresults.整合各个过程将最好地得到期望的结果。Abilitytofocuseffortonthekeyprocesses.关注于关键过程的能力。•Providingconfidencetointerestedpartiesastotheeonsistencyeffectivenessandefficiencyoftheorganization.为相关利益团体对于组织的连续性、有效力和有效率方面提供信心。Applyingtheprincipleofsystemapproachtomanagementypicallyleadsto:应用管理的系统方法原则通常需要：•Structuringasystemtoachievetheorganization'sobjectivesinthemosteffectiveandefficientway.用最有效力和效率达到组织目标的方法来构建系统。•Understandingtheinterdependenciesbetweentheprocesses^thesystem.了解系统各过程之间的依赖关系。•Structuredapproachesthatharmonizeandintegrateprocesses.用结构化的方法来协调和集成各过程。-Providingabetterunderstandingoftherolesandresponsibilitiesnecessaryforachievingcommonobjectivesandtherebyreducingcross-functionalbarriers.提供对达成共同目标必要的角色和职责更好的理解，从而减少 交叉职能部门之间的障碍。•Understandingorganizationalcapabilitiesandestablishingresourceconstraintspriortoaction.了解组织能力，在行动前确定资源限制条件。•Targetinganddefininghowspecificactivitieswithinasystemshouldoperate.明确和定义特定的活动如何在系统中展开。•Continuallyimprovingthesystemthroughmeasurementandevaluation.通过测试和评估持续地改进系统。Principle6Continualimprovement原则6持续改进Continualimprovementoftheorganization'soverallperformanceshouldbeapermanentobjectiveoftheorganization.持续改进组织的总体绩效应该是组织的永恒的目标。Keybenefits:关键好处：•Performanceadvantagethroughimprovedorganizationalcapabilities.通过改进组织能力获得业绩优势。•Alignmentofimprovementactivitiesatalllevelstoanorganization'sstrategicintent.在各层级合作展开改进活动为组织战略目标服务。•Flexibilitytoreactquicklytoopportunities.适应性以快速对机会做出反应。Applyingtheprincipleofcontinualimprovementtypicallyleadsto:应用持续改进原则通常需要：•Employingaeonsistentorganization-wideapproachtocontinualimprovementoftheorganization'sperformanee.在全组织使用一致的方法来持续地改进组织的业绩。•Providingpeoplewithtraininginthemethodsandtoolsofcontinualimprovement.对员工进行持续改进方法和工具的培训。•Makingcontinualimprovementofproducts,processesandsystemsanobjectiveforeveryindividualintheorganization.把对产品、过程和系统进行持续改进作为组织每一个员工的一个工作目标•Establishinggoalstoguide,andmeasurestotrack,continualimprovement.建立目标来指导，测量来跟踪持续改进。•Recognizingandacknowledgingimprovements.认可和报偿改进。Principle7Factualapproachtodecisionmaking原则7基于事实的决策Effectivedecisionsarebasedontheanalysisofdataandinformation.有效的决定都是基于对数据和信息的分析的。Keybenefits:关键好处：•Informeddecisions.基于可靠信息的决定•Anincreasedabilitytodemonstratetheeffectivenessofpastdecisionsthroughreferencetofactualrecords.具有增强的能力来通过引用事实的记录展示过去决策有效性。•Increasedabilitytoreview,challengeandchangeopinionsanddecisions.具有增强去评审、挑战和改变意见和决定的能力。Applyingtheprincipleoffactualapproachtodecisionmakingtypicallyleadsto:应用基于事实的决策原则通常需要：•Ensuringthatdataandinformationaresufficientlyaccurateandreliable.确保数据和信息足够的正确和可靠。•Makingdataaccessibletothosewhoneedit.需要使用数据的人员能得到相关数据。•Analyzingdataandinformationusingvalidmethods.应用有效的方法分析数据和信息。Makingdecisionsandtakingactionbasedonfactualanal