质量管理八大原则
发布: 2008-11-05 10:09 | 作者: 不祥 | 来源: 领测软件测试网采编 | 查看: 8次 | 进入软件测试论坛讨论
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.
本文给出了八大管理原则在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 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。
Key benefits:
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。