質量管理八大原則
發布: 2008-11-05 10:09 | 作者: 不祥 | 來源: 領測軟件測試網采編 | 查看: 8次 | 進入軟件測試論壇討論
This document gives the standardized descriptions of the principles as they appear in ISO 9000:2000 and ISO 9004:2000. In addition, it provides examples of the benefits derived from their use and of actions that managers typically take in applying the principles to improve their organizations’ performance.
本文給出了八大管理原則在ISO 9000:2000和ISO 9004:2000中的標準描述。另外，列舉了使用這些原則的一些好處，以及管理人員應用這些原則改進組織績效的有代表性的做法。
Principle 1 Customer focus
原則1 以客戶為關注焦點
Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations.
組織依賴于他們的客戶，所以應該了解客戶現在和將來的需求，應該滿足客戶需求并努力超越客戶期望。
Key benefits:
關鍵好處：
· Increased revenue and market share obtained through flexible and fast responses to market opportunities.
通過靈活和快速的對市場機會的反應提高了收入和市場份額。
· Increased effectiveness in the use of the organization’s resources to enhance customer satisfaction.
提高了組織對資源的有效利用來增強客戶滿意。
· Improved customer loyalty leading to repeat business.
提高了客戶忠誠度，留住回頭客。