本譯文表述的雖然是ISO9000:2000系列標準下的質(zhì)量管理原則，但這些原則與CMM/CMMI標準的管理原則是相通的。特別是CMMI標準，綜合了三個(gè)源標準，也借鑒和融合了當今適用的管理理論和實(shí)踐，包括ISO9000等其他的標準的管理思想。
各軟件企業(yè)所服務(wù)的行業(yè)不同，企業(yè)性質(zhì)不同，組織戰略不同，實(shí)施ISO9000標準，推行CMM/CMMI標準也就會(huì )有不同的實(shí)施方法。但管理原則應該是一致的。所以，本人翻譯了ISO官方網(wǎng)站上的這篇文章，希望對廣大企業(yè)理解和實(shí)施CMM/CMMI/ISO9000標準有啟發(fā)和幫助。
Introduction 介紹
This document introduces the eight quality management principles on which the quality management system standards of the revised ISO 9000:2000 series are based. These principles can be used by senior management as a framework to guide their organizations towards improved performance. The principles are derived from the collective experience and knowledge of the international experts who participate in ISO Technical Committee ISO/TC 176, Quality management and quality assurance, which is responsible for developing and maintaining the ISO 9000 standards.
本文介紹了修訂版ISO9000:2000質(zhì)量管理體系標準所依據的八大管理原則。這些原則可以作為一個(gè)框架，指導高級管理者改進(jìn)組織的績(jì)效。這些原則來(lái)源于參與ISO技術(shù)委員會(huì )ISO/TC176質(zhì)量管理和質(zhì)量保證的國際專(zhuān)家組的集體經(jīng)驗和知識。技術(shù)委員會(huì )負責ISO9000標準的開(kāi)發(fā)和維護。
The eight quality management principles are defined in ISO 9000:2000, Quality management systems Fundamentals and vocabulary, and in ISO 9004:2000, Quality management systems Guidelines for performance improvements.
這八大管理原則在以下二個(gè)標準中有定義：ISO9000:2000,質(zhì)量管理體系基礎和詞匯；ISO9004:2000，質(zhì)量管理體系績(jì)效改進(jìn)指南。
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(jìn)組織績(jì)效的有代表性的做法。
Principle 1 Customer focus 原則1 以客戶(hù)為關(guān)注焦點(diǎn)
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(lài)于他們的客戶(hù)，所以應該了解客戶(hù)現在和將來(lái)的需求，應該滿(mǎn)足客戶(hù)需求并努力超越客戶(hù)期望。
Key benefits: 關(guān)鍵好處：
• Increased revenue and market share obtained through flexible and fast responses to market opportunities.
通過(guò)靈活和快速的對市場(chǎng)機會(huì )的反應提高了收入和市場(chǎng)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(lái)增強客戶(hù)滿(mǎn)意。
• Improved customer loyalty leading to repeat business.
提高了客戶(hù)忠誠度，留住回頭客。
Applying the principle of customer focus typically leads to:
應用以客戶(hù)為關(guān)注焦點(diǎn)通常需要：
• Researching and understanding customer needs and expectations.
調查研究和理解客戶(hù)的需求和期望。
• Ensuring that the objectives of the organization are linked to customer needs and expectations.
確保把組織目標和客戶(hù)需求和期望連接起來(lái)。
• Communicating customer needs and expectations throughout the organization.
在組織內部全面溝通客戶(hù)需求和期望。
• Measuring customer satisfaction and acting on the results.
測量客戶(hù)滿(mǎn)意度，并針對結果采取行動(dòng)。
• Systematically managing customer relationships.
系統的管理客戶(hù)關(guān)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).
確保在滿(mǎn)足客戶(hù)和其他利益團體之間的平衡。利益團體 例子有組織所有者、員工、供應商、金融機構、當地社團、社會(huì )。
Principle 2 Leadership 原則2 領(lǐng)導作用
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.
領(lǐng)導為組織建立統一的目的和方向。領(lǐng)導應該創(chuàng )造和維持一個(gè)能讓員工充分地參與組織目標實(shí)現的內部環(huán)境。
Key benefits:關(guān)鍵好處：
• People will understand and be motivated towards the organization‘s goals and objectives.
將會(huì )讓員工理解組織目的和目標，并激勵他們向這個(gè)方面努力。
• Activities are evaluated, aligned and implemented in a unified way.
將以統一的方式評估、合作和實(shí)施各項活動(dòng)。
• Miscommunication between levels of an organization will be minimized.
將會(huì )降低組織各層級之間的溝通誤解。
Applying the principle of leadership typically leads to:
應用領(lǐng)導作用原則通常需要：
• Considering the needs of all interested parties including customers, owners, employees, suppliers, financiers, local communities and society as a whole.
整體考慮各利益團體的需求，包括客戶(hù)、組織所有者、員工、供應商、金融機構、當地社團、社會(huì )。
• Establishing a clear vision of the organization‘s future.
為組織未來(lái)建立一個(gè)清晰的愿景。
• Setting challenging goals and targets.
設置有挑戰性的目的和目標。
• Creating and sustaining shared values, fairness and ethical role models at all levels of the organization.
在組織各層級建立和維護共同的價(jià)值觀(guān)、公平正直和道德模型。
• Establishing trust and eliminating fear.
建立信任，消除恐懼。
• Providing people with the required resources, training and freedom to act with responsibility and accountability.
為員工提供所需資源、培訓和自主以開(kāi)展相關(guān)的職責和義務(wù)。
• Inspiring, encouraging and recognizing people‘s contributions.
激發(fā)、鼓勵和認可員工的貢獻。
Principle 3 Involvement of people 原則3 全員參與
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.
各層級的員工是組織的要素，他們的充分參與能使他們的能力為組織的利益服務(wù)。
Key benefits: 關(guān)鍵好處：
• Motivated, committed and involved people within the organization.
在組織內激勵員工，獲得員工的承諾和參與。
• Innovation and creativity in furthering the organization‘s objectives.
改革創(chuàng )新和創(chuàng )造以促進(jìn)公司目標實(shí)現。
• People being accountable for their own performance.
員工將對他們自己的績(jì)效承擔責任。
• People eager to participate in and contribute to continual improvement.
員工熱心于參加持續改進(jìn)過(guò)程，并積極做貢獻。
Applying the principle of involvement of people typically leads to:
應用全員參與原則通常需要：
• People understanding the importance of their contribution and role in the organization.
員工理解他們的貢獻和任務(wù)對組織的重要性。
• People identifying constraints to their performance.
員工識別影響他們績(jì)效的限制條件。
• People accepting ownership of problems and their responsibility for solving them.
員工接受和承擔問(wèn)題，并對解決問(wèn)題負責。
• People evaluating their performance against their personal goals and objectives.
員工通過(guò)對照他們的個(gè)人目的和目標，評價(jià)他們自己的績(jì)效。
• People actively seeking opportunities to enhance their competence, knowledge and experience.
員工積極地尋找提高他們能力、知識和經(jīng)驗和機會(huì )。
• People freely sharing knowledge and experience.
員工自由地共享他們的知識和經(jīng)驗。
• People openly discussing problems and issues.
員工開(kāi)放地討論問(wèn)題。
Principle 4 Process approach 原則4 過(guò)程方法
A desired result is achieved more efficiently when activities and related resources are managed as a process.
在活動(dòng)和相關(guān)資源作為一個(gè)過(guò)程來(lái)管理的時(shí)候，期望的結果將更有效地達到。
Key benefits:關(guān)鍵好處：
• Lower costs and shorter cycle times through effective use of resources.
通過(guò)有效地使用資源，降低成本，縮短工期。
• Improved, consistent and predictable results.
得到改進(jìn)的、一致的和可預測的結果。
• Focused and prioritized improvement opportunities.
關(guān)注改進(jìn)機會(huì )，并劃分優(yōu)先級。
Applying the principle of process approach typically leads to:
應用過(guò)程方法原則通常需要：
• Systematically defining the activities necessary to obtain a desired result.
系統地定義獲得期望結果所必要的活動(dòng)。
• Establishing clear responsibility and accountability for managing key activities.
為管理關(guān)鍵活動(dòng)建立清晰的職責和義務(wù)。
• Analysing and measuring of the capability of key activities.
分析和測量關(guān)鍵活動(dòng)的能力。
• Identifying the interfaces of key activities within and between the functions of the organization.
識別關(guān)鍵活動(dòng)在組織職能部門(mén)之間的接口界面。
• Focusing on the factors such as resources, methods, and materials that will improve key activities of the organization.
關(guān)注于如資源、方法和原料等能提高組織的關(guān)鍵活動(dòng)的因素。
• Evaluating risks, consequences and impacts of activities on customers, suppliers and other interested parties.
評估活動(dòng)對于客戶(hù)、供應商和其他利益團體的風(fēng)險、結果和影響。
本譯文表述的雖然是ISO9000:2000系列標準下的質(zhì)量管理原則，但這些原則與CMM/CMMI標準的管理原則是相通的。特別是CMMI標準，綜合了三個(gè)源標準，也借鑒和融合了當今適用的管理理論和實(shí)踐，包括ISO9000等其他的標準的管理思想。
各軟件企業(yè)所服務(wù)的行業(yè)不同，企業(yè)性質(zhì)不同，組織戰略不同，實(shí)施ISO9000標準，推行CMM/CMMI標準也就會(huì )有不同的實(shí)施方法。但管理原則應該是一致的。所以，本人翻譯了ISO官方網(wǎng)站上的這篇文章，希望對廣大企業(yè)理解和實(shí)施CMM/CMMI/ISO9000標準有啟發(fā)和幫助。
Introduction 介紹
This document introduces the eight quality management principles on which the quality management system standards of the revised ISO 9000:2000 series are based. These principles can be used by senior management as a framework to guide their organizations towards improved performance. The principles are derived from the collective experience and knowledge of the international experts who participate in ISO Technical Committee ISO/TC 176, Quality management and quality assurance, which is responsible for developing and maintaining the ISO 9000 standards.
本文介紹了修訂版ISO9000:2000質(zhì)量管理體系標準所依據的八大管理原則。這些原則可以作為一個(gè)框架，指導高級管理者改進(jìn)組織的績(jì)效。這些原則來(lái)源于參與ISO技術(shù)委員會(huì )ISO/TC176質(zhì)量管理和質(zhì)量保證的國際專(zhuān)家組的集體經(jīng)驗和知識。技術(shù)委員會(huì )負責ISO9000標準的開(kāi)發(fā)和維護。
The eight quality management principles are defined in ISO 9000:2000, Quality management systems Fundamentals and vocabulary, and in ISO 9004:2000, Quality management systems Guidelines for performance improvements.
這八大管理原則在以下二個(gè)標準中有定義：ISO9000:2000,質(zhì)量管理體系基礎和詞匯；ISO9004:2000，質(zhì)量管理體系績(jì)效改進(jìn)指南。
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(jìn)組織績(jì)效的有代表性的做法。
Principle 1 Customer focus 原則1 以客戶(hù)為關(guān)注焦點(diǎn)
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(lài)于他們的客戶(hù)，所以應該了解客戶(hù)現在和將來(lái)的需求，應該滿(mǎn)足客戶(hù)需求并努力超越客戶(hù)期望。
Key benefits: 關(guān)鍵好處：
• Increased revenue and market share obtained through flexible and fast responses to market opportunities.
通過(guò)靈活和快速的對市場(chǎng)機會(huì )的反應提高了收入和市場(chǎng)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(lái)增強客戶(hù)滿(mǎn)意。
• Improved customer loyalty leading to repeat business.
提高了客戶(hù)忠誠度，留住回頭客。
Applying the principle of customer focus typically leads to:
應用以客戶(hù)為關(guān)注焦點(diǎn)通常需要：
• Researching and understanding customer needs and expectations.
調查研究和理解客戶(hù)的需求和期望。
• Ensuring that the objectives of the organization are linked to customer needs and expectations.
確保把組織目標和客戶(hù)需求和期望連接起來(lái)。
• Communicating customer needs and expectations throughout the organization.
在組織內部全面溝通客戶(hù)需求和期望。
• Measuring customer satisfaction and acting on the results.
測量客戶(hù)滿(mǎn)意度，并針對結果采取行動(dòng)。
• Systematically managing customer relationships.
系統的管理客戶(hù)關(guān)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).
確保在滿(mǎn)足客戶(hù)和其他利益團體之間的平衡。利益團體 例子有組織所有者、員工、供應商、金融機構、當地社團、社會(huì )。
Principle 2 Leadership 原則2 領(lǐng)導作用
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.
領(lǐng)導為組織建立統一的目的和方向。領(lǐng)導應該創(chuàng )造和維持一個(gè)能讓員工充分地參與組織目標實(shí)現的內部環(huán)境。
Key benefits:關(guān)鍵好處：
• People will understand and be motivated towards the organization‘s goals and objectives.
將會(huì )讓員工理解組織目的和目標，并激勵他們向這個(gè)方面努力。
• Activities are evaluated, aligned and implemented in a unified way.
將以統一的方式評估、合作和實(shí)施各項活動(dòng)。
• Miscommunication between levels of an organization will be minimized.
將會(huì )降低組織各層級之間的溝通誤解。
Applying the principle of leadership typically leads to:
應用領(lǐng)導作用原則通常需要：
• Considering the needs of all interested parties including customers, owners, employees, suppliers, financiers, local communities and society as a whole.
整體考慮各利益團體的需求，包括客戶(hù)、組織所有者、員工、供應商、金融機構、當地社團、社會(huì )。
• Establishing a clear vision of the organization‘s future.
為組織未來(lái)建立一個(gè)清晰的愿景。
• Setting challenging goals and targets.
設置有挑戰性的目的和目標。
• Creating and sustaining shared values, fairness and ethical role models at all levels of the organization.
在組織各層級建立和維護共同的價(jià)值觀(guān)、公平正直和道德模型。
• Establishing trust and eliminating fear.
建立信任，消除恐懼。
• Providing people with the required resources, training and freedom to act with responsibility and accountability.
為員工提供所需資源、培訓和自主以開(kāi)展相關(guān)的職責和義務(wù)。
• Inspiring, encouraging and recognizing people‘s contributions.
激發(fā)、鼓勵和認可員工的貢獻。
Principle 3 Involvement of people 原則3 全員參與
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.
各層級的員工是組織的要素，他們的充分參與能使他們的能力為組織的利益服務(wù)。
Key benefits: 關(guān)鍵好處：
• Motivated, committed and involved people within the organization.
在組織內激勵員工，獲得員工的承諾和參與。
• Innovation and creativity in furthering the organization‘s objectives.
改革創(chuàng )新和創(chuàng )造以促進(jìn)公司目標實(shí)現。
• People being accountable for their own performance.
員工將對他們自己的績(jì)效承擔責任。
• People eager to participate in and contribute to continual improvement.
員工熱心于參加持續改進(jìn)過(guò)程，并積極做貢獻。
Applying the principle of involvement of people typically leads to:
應用全員參與原則通常需要：
• People understanding the importance of their contribution and role in the organization.
員工理解他們的貢獻和任務(wù)對組織的重要性。
• People identifying constraints to their performance.
員工識別影響他們績(jì)效的限制條件。
• People accepting ownership of problems and their responsibility for solving them.
員工接受和承擔問(wèn)題，并對解決問(wèn)題負責。
• People evaluating their performance against their personal goals and objectives.
員工通過(guò)對照他們的個(gè)人目的和目標，評價(jià)他們自己的績(jì)效。
• People actively seeking opportunities to enhance their competence, knowledge and experience.
員工積極地尋找提高他們能力、知識和經(jīng)驗和機會(huì )。
• People freely sharing knowledge and experience.
員工自由地共享他們的知識和經(jīng)驗。
• People openly discussing problems and issues.
員工開(kāi)放地討論問(wèn)題。
Principle 4 Process approach 原則4 過(guò)程方法
A desired result is achieved more efficiently when activities and related resources are managed as a process.
在活動(dòng)和相關(guān)資源作為一個(gè)過(guò)程來(lái)管理的時(shí)候，期望的結果將更有效地達到。
Key benefits:關(guān)鍵好處：
• Lower costs and shorter cycle times through effective use of resources.
通過(guò)有效地使用資源，降低成本，縮短工期。
• Improved, consistent and predictable results.
得到改進(jìn)的、一致的和可預測的結果。
• Focused and prioritized improvement opportunities.
關(guān)注改進(jìn)機會(huì )，并劃分優(yōu)先級。
Applying the principle of process approach typically leads to:
應用過(guò)程方法原則通常需要：
• Systematically defining the activities necessary to obtain a desired result.
系統地定義獲得期望結果所必要的活動(dòng)。
• Establishing clear responsibility and accountability for managing key activities.
為管理關(guān)鍵活動(dòng)建立清晰的職責和義務(wù)。
• Analysing and measuring of the capability of key activities.
分析和測量關(guān)鍵活動(dòng)的能力。
• Identifying the interfaces of key activities within and between the functions of the organization.
識別關(guān)鍵活動(dòng)在組織職能部門(mén)之間的接口界面。
• Focusing on the factors such as resources, methods, and materials that will improve key activities of the organization.
關(guān)注于如資源、方法和原料等能提高組織的關(guān)鍵活動(dòng)的因素。
• Evaluating risks, consequences and impacts of activities on customers, suppliers and other interested parties.
評估活動(dòng)對于客戶(hù)、供應商和其他利益團體的風(fēng)險、結果和影響。
聯(lián)系客服
