PM－质量管理－质量管理八大原则

sungubbi · 发表于 2008-4-11 22:58:54

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

This document introduces the eight qualitymanagementprinciples on which the quality management system standards of therevised ISO9000:2000 series are based. These principles can be used by seniormanagementas a framework to guide their organizations towards improvedperformance. Theprinciples are derived from the collective experience andknowledge of theinternational experts who participate in ISO TechnicalCommittee ISO/TC 176,Quality management and quality assurance, which isresponsible for developingand maintaining the ISO 9000 standards.
本文介绍了修订版ISO9000:2000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ISO9000标准的开发和维护。

The eight quality management principles are definedinISO 9000:2000, Quality management systems Fundamentals and vocabulary, andinISO 9004:2000, Quality management systems Guidelines forperformanceimprovements.
这八大管理原则在以下标准中有定义：ISO9000:2000,质量管理体系基础和词汇；ISO9004:2000，质量管理体系绩效改进指南。

This document gives the standardized descriptions of the principles as theyappearin ISO 9000:2000 and ISO 9004:2000. In addition, it provides examples ofthebenefits derived from their use and of actions that managers typically takeinapplying the principles to improve their organizations' performance.
本文给出了八大管理原则在ISO 9000:2000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。

Principle 1 Customer focus
原则1 以客户为关注焦点

Organizations depend on their customers andthereforeshould understand current and future customer needs, should meetcustomer requirementsand 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。

Key benefits:
关键好处：

· Increased revenue and market share obtainedthroughflexible 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 oftheorganization'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。

Applying the principle of customer focus typicallyleadsto:
应用以客户为关注焦点通常需要：

· Researching and understanding customer needsandexpectations.
调查研究和理解客户的需求和期望。

· Ensuring that the objectives of the organizationarelinked 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 andexpectationsthroughout the organization.
在组织内部全面沟通客户需求和期望。

· Measuring customer satisfaction and acting ontheresults.
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 betweensatisfyingcustomers 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。

Principle 2 Leadership
原则2 领导作用

Leaders establish unity of purpose and direction oftheorganization. They should create and maintain the internal environment inwhichpeople can become fully involved in achieving the organization'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。

Key benefits:
关键好处：

· People will understand and be motivated towardstheorganization'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 inaunified way.
将以统一的方式评估、合作和实施各项活动。

· Miscommunication between levels of anorganizationwill be minimized.
将会降低组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：

· Considering the needs of all interestedpartiesincluding customers, 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、员工、供应商、金融机构、当地社团、社会。

· Establishing a clear vision of theorganization'sfuture.
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, fairnessandethical 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,trainingand 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 recognizingpeople'scontributions.
激发、鼓励和认可员工的贡献。

Principle 3 Involvement of people
原则3 全员参与

People at all levels are the essence of an organizationandtheir full involvement enables their abilities to be used for theorganization'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。

Key benefits:
关键好处：

· Motivated, committed and involved people withintheorganization.
在组织内激励员工，获得员工的承诺和参与。

· Innovation and creativity in furtheringtheorganization'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 contributetocontinual improvement.
员工热心于参加持续改进过程，并积极做贡献。

Applying the principle of involvement ofpeopletypically leads to:
应用全员参与原则通常需要：

· People understanding the importance oftheircontribution 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 andtheirresponsibility for solving them.
员工接受和承担问题，并对解决问题负责。

· People evaluating their performance againsttheirpersonal 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 enhancetheircompetence, 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。

Principle 4 Process approach
原则4 过程方法

A desired result is achieved more efficientlywhenactivities 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。

Key benefits:
关键好处：

· Lower costs and shorter cycle times througheffectiveuse 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。

Applying the principle of process approachtypicallyleads to:
应用过程方法原则通常需要：

· Systematically defining the activities necessarytoobtain a desired result.
系统地定义获得期望结果所必要的活动。

· Establishing clear responsibility andaccountabilityfor 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 ofkeyactivities.
分析和测量关键活动的能力。

· Identifying the interfaces of key activitieswithinand 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 impactsofactivities 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。

Principle 5 System approach to management
原则5 管理的系统方法

Identifying, understanding and managinginterrelatedprocesses as a system contributes to the organization'seffectiveness andefficiency 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。

Key benefits:
关键好处：

· Integration and alignment of the processes thatwillbest 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 totheconsistency, 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。

Applying the principle of system approach tomanagementtypically leads to:
应用管理的系统方法原则通常需要：

· Structuring a system to achieve theorganization'sobjectives 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 betweentheprocesses of the system.
了解系统各过程之间的依赖关系。

· Structured approaches that harmonize andintegrateprocesses.
用结构化的方法来协调和集成各过程。

· Providing a better understanding of the rolesandresponsibilities necessary for achieving common objectives and therebyreducingcross-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 capabilitiesandestablishing 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 activitieswithina 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 throughmeasurementand evaluation.
通过测试和评估持续地改进系统。

Principle 6 Continual improvement
原则6 持续改进

Continual improvement of the organization'soverallperformance 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。

Key benefits:
关键好处：

· Performance advantage through improvedorganizationalcapabilities.
通过改进组织能力获得业绩优势。

· Alignment of improvement activities at all levelstoan 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。

Applying the principle of continualimprovementtypically leads to:
应用持续改进原则通常需要：

· Employing a consistent organization-wide approachtocontinual 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 andtoolsof continual improvement.
对员工进行持续改进方法和工具的培训。

· Making continual improvement of products,processesand 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 totrack,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。

Principle 7 Factual approach to decision making
原则7 基于事实的决策

Effective decisions are based on the analysis of dataandinformation.
有效的决定都是基于对数据和信息的分析的。

Key benefits:
关键好处：

· Informed decisions.
基于可靠信息的决定。

· An increased ability to demonstrate theeffectivenessof 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 andchangeopinions and decisions.
具有增强的能力去评审、挑战和改变意见和决定。

Applying the principle of factual approach todecisionmaking typically leads to:
应用基于事实的决策原则通常需要：

· Ensuring that data and information aresufficientlyaccurate 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 onfactualanalysis, balanced with experience and intuition.
决策和行动基于事实的分析，平衡经验和直觉。

Principle 8 Mutually beneficial supplier relationships
原则8 互利的供应商关系

An organization and its suppliers are interdependentanda mutually beneficial relationship enhances the ability of both to createvalue.
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。

Key benefits:
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 changingmarketor 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。

Applying the principles of mutually beneficialsupplierrelationships typically leads to:
应用互利的供应商关系原则通常需要：

· Establishing relationships that balanceshort-termgains 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 andimprovementactivities.
建立共同发展和改进的活动。

· Inspiring, encouraging and recognizingimprovementsand achievements by suppliers.
激发、鼓励和认可供应商的改进和成就。

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