质量管理八大原则
目录
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质量管理八大原则的概述
原则1 以客户为关注焦点
Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations.
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。
关键好处：
- Increased revenue and market share obtained through flexible 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。
- Increased effectiveness in the use of the organization's resources to enhance customer satisfaction.
提高了组织对资源的有效利用来增强客户满意。
- Improved customer loyalty leading to repeat business.
提高了客户忠诚度，留住回头客。
应用以客户为关注焦点通常需要：
- Researching and understanding customer needs and expectations.
调查研究和理解客户的需求和期望。
- Ensuring that the objectives of the organization are linked to customer needs and expectations.
确保把组织目标和客户需求和期望连接起来。
- Communicating customer needs and expectations throughout 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.
测量客户满意度，并针对结果采取行动。
- Systematically managing customer relationships.
系统的管理客户关系。
- Ensuring a balanced approach between satisfying customers 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、员工、供应商、金融机构、当地社团、社会。
原则2 领导作用
Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization's objectives.
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。
关键好处：
- People will understand and be motivated towards the organization's goals and objectives.
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。
- Activities are evaluated, aligned and implemented in 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 be minimized.
将会降低组织各层级之间的沟通误解。
应用领导作用原则通常需要：
- Considering the needs of all interested parties including customers, owners, employees, suppliers, financiers, local communities 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、员工、供应商、金融机构、当地社团、社会。
- Establishing a clear vision of the organization's future.
为组织未来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 ethical role 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。
- Establishing trust and eliminating fear.
建立信任，消除恐惧。
- Providing people with the required resources, training and freedom to act with responsibility and accountability.
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, encouraging and recognizing people's contributions.
激发、鼓励和认可员工的贡献。
原则3 全员参与
People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit.
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。
关键好处：
- Motivated, committed and involved people within the organization.
在组织内激励员工，获得员工的承诺和参与。
- Innovation and creativity in furthering the organization's objectives.
改革创新和创造以促进公司目标实现。
- People being accountable for their own performance.
员工将对他们自己的绩效承担责任。
- People eager to participate in and contribute to continual improvement.
员工热心于参加持续改进过程，并积极做贡献。
应用全员参与原则通常需要：
- People understanding the importance of their contribution and role in the organization.
员工理解他们的贡献和任务对组织的重要性。
- People identifying constraints to their performance.
员工识别影响他们绩效的限制条件。
- People accepting ownership of problems and their responsibility for solving them.
员工接受和承担问题，并对解决问题负责。
- People evaluating their performance against their personal goals and objectives.
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。
- People actively seeking opportunities to enhance their competence, knowledge and experience.
员工积极地寻找提高他们能力、知识和经验和机会。
- People freely sharing knowledge and experience.
员工自由地共享他们的知识和经验。
- People openly discussing problems and issues.
员工开放地讨论问题。
原则4 过程方法
A desired result is achieved more efficiently when activities and related resources are managed as a process.
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。
关键好处：
- Lower costs and shorter cycle times through effective use of resources.
通过有效地使用资源，降低成本，缩短工期。
- Improved, consistent and predictable results.
得到改进的、一致的和可预测的结果。
- Focused and prioritized improvement opportunities.
关注改进机会，并划分优先级。
应用过程方法原则通常需要：
- Systematically defining the activities necessary to obtain a desired result.
系统地定义获得期望结果所必要的活动。
- Establishing clear responsibility and accountability for managing key activities.
为管理关键活动建立清晰的职责和义务。
- Analysing and measuring of the capability of key activities.
分析和测量关键活动的能力。
- Identifying the interfaces of key activities within and between the functions of the organization.
识别关键活动在组织职能部门之间的接口界面。
- Focusing on the factors such as resources, methods, and materials that will improve key activities of the organization.
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。
- Evaluating risks, consequences and impacts of activities on customers, suppliers and other interested parties.
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。
原则5 管理的系统方法
Identifying, understanding and managing interrelated processes as a system contributes to the organization's effectiveness and efficiency in achieving its objectives.
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。
关键好处：
- Integration and alignment of the processes that will best achieve the desired results.
整合各个过程将最好地得到期望的结果。
- Ability to focus effort on the key processes.
关注于关键过程的能力。
- Providing confidence to interested parties as to the consistency, effectiveness and efficiency of the organization.
为相关利益团体在组织的连续性、有效力和有效率方面提供信心。
应用管理的系统方法原则通常需要：
- Structuring a system to achieve the organization's objectives in the most effective and efficient way.
用最有效力和效率达到组织目标的方法来构建系统。
- Understanding the interdependencies between the processes of the system.
了解系统各过程之间的依赖关系。
- Structured approaches that harmonize and integrate processes.
用结构化的方法来协调和集成各过程。
- Providing a better understanding of the roles and responsibilities necessary for achieving common objectives and thereby reducing cross-functional barriers.
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。
- Understanding organizational capabilities and establishing resource constraints prior to action.
了解组织能力，在行动前确定资源限制投条件。
- Targeting and defining how specific activities within a system should operate.
明确和定义特定的活动如何在系统中展开。
- Continually improving the system through measurement and evaluation.
通过测试和评估持续地改进系统。
原则6 持续改进
Continual improvement of the organization's overall performance should be a permanent objective of the organization.
持续改进组织的总体绩效应该是组织的永恒的目标。
关键好处：
- Performance advantage through improved organizational capabilities.
通过改进组织能力获得业绩优势。
- Alignment of improvement activities at all levels to an organization's strategic intent.
在各层级合作展开改进活动为组织战略目标服务。
- Flexibility to react quickly to opportunities.
适应性以快速对机会做出反应。
应用持续改进原则通常需要：
- Employing a consistent organization-wide approach to continual improvement of the organization's performance.
在全组织使用一致的方法来持续地改进组织的业绩。
- Providing people with training in the methods and tools of continual improvement.
对员工进行持续改进方法和工具的培训。
- Making continual improvement of products, processes and systems an objective for every individual in the organization.
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。
- Establishing goals to guide, and measures to track, continual improvement.
建立目标来指导，测量来跟踪持续改进。
- Recognizing and acknowledging improvements.
认可和报偿改进。
原则7 基于事实的决策
Effective decisions are based on the analysis of data and information.
关键好处：
- Informed decisions.
基于可靠信息的决定。
- An increased ability to demonstrate the effectiveness of past decisions through reference to factual records.
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。
- Increased ability to review, challenge and change opinions and decisions.
具有增强的能力去评审、挑战和改变意见和决定。
应用基于事实的决策原则通常需要：
- Ensuring that data and information are sufficiently accurate and reliable.
确保数据和信息足够的正确和可靠。
- Making data accessible to those who need it.
需要使用数据的人员能得到相关数据。
- Analysing data and information using valid methods.
应用有效的方法分析数据和信息。
- Making decisions and taking action based on factual analysis, balanced with experience and intuition.
决策和行动基于事实的分析，平衡经验和直觉。
原则8 互利的供应商关系
An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.
组织和它的供应商是相互依赖的。互利互助的关系增强了双方创造价值的能力。
关键好处：
- Increased ability to create value for both parties.
增强双方创造价值的能力。
- Flexibility and speed of joint responses to changing market or customer needs and expectations.
联合应对变化的市场和客户需求期望的适应性和速度。
- Optimization of costs and resources.
成本和资源的优化。
应用互利的供应商关系原则通常需要：
- Establishing relationships that balance short-term gains with long-term considerations.
基于平衡短期和长期收益，建立相互关系。
- Pooling of expertise and resources with partners.
和伙伴共享和汇集技术专长和资源。
- Identifying and selecting key suppliers.
识别和选择关系供应商。
- Clear and open communication.
畅通和开放地进行沟通。
- Sharing information and future plans.
共享信息和未来计划。
- Establishing joint development and improvement activities.
建立共同发展和改进的活动。
- Inspiring, encouraging and recognizing improvements and achievements by suppliers.
激发、鼓励和认可供应商的改进和成就。
质量管理八大原则的意义
八大原则是开启IS0 9000：2000族标准的钥匙。IS0 9000：2000族标准的每一条文都是基于原则而制定的，要理解IS0 9000：2000族标准的条文内容，首先应理解和掌握这八大原则。八大原则是一把开启IS0 9000：2000族标准的钥匙，不仅当领导的要掌握，任何一个需要使用IS0 9000：2000族标准的人也要掌握。否则，对新标准条文的内容可能形式上理解了，却未必能掌握其实质内容。
八大原则是质量管理的指导思想。组织要进行质量管理，就应该用八大原则来做指导思想，不能让任何一个管理项目或管理要求脱离八大原则，与八大原则背离。例如：制定质量方针就应当“以顾客为关注焦点”，确定管理职责应当强调“领导作用”和“全员参与”，提出任何一项管理要求就应当运用“管理的系统方法”和“过程方法”等。
八大原则是编写质量手册和程序文件的基础。组织要编写质量手册和程序文件，首先要使参与编写工作的所有人员充分认识、理解和掌握八大原则，并用八大原则作为指导思想，作为基础要求。质量手册和程序文件编写得好不好，除了其他方面的要求外，是否体现了八大原则也应作为检查的标准。不能允许任何质量管理体系文件中出现违背、否定、歪曲八大原则的条文。
八大原则是对员工进行质量培训的重要内容。对员工进行质量培训，特别是进行质量意识和质量管理体系知识的培训时，首先应深入理解八大原则。知道了这八大原则，员工才能充分认同组织质量方针，才能充分理解质量管理体系文件对自己工作或活动的规定，也才能自觉执行。
或许未来质量管理八大原则会进一步发展为九大原则或十大原则，但无论如何，质量管理八大原则在质量管理史上，一定是一个重要的里程碑。随着人们对它理解的深入以及它在组织中更广泛的应用，质量管理八大原则在企业管理中必将发挥越来越重要的作用。