ISO9000:2000 质量管理八大原则
本译文表述的虽然是ISO9000:2000系列标准下的质量治理原则，但这些原则与CMM/CMMI标准的治理原则是相通的。非凡是CMMI标准，综合了三个源标准，也借鉴和融合了当今适用的治理理论和实践，包括ISO9000等其他的标准的治理思想。
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。但治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 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.
本文介绍了修订版ISO9000:2000质量治理体系标准所依据的八大治理原则。这些原则可以作为一个框架，指导高级治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质量治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 defined in ISO 9000:2000, Quality management systems Fundamentals and vocabulary, and in ISO 9004:2000, Quality management systems Guidelines for performance improvements.
这八大治理原则在以下二个标准中有定义：ISO9000:2000,质量治理体系基础和词汇；ISO9004:2000，质量治理体系绩效改进指南。
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.
本文给出了八大治理原则在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，以及治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.
组织依靠于他们的客户，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: 要害好处：
• 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足。
• 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 typically leads to:
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.
测量客户满足度，并针对结果采取行动。
• Systematically managing customer relationships.
系统的治理客户关系。
• 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、供给商、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 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。
Key benefits:要害好处：
• 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。
Applying the principle of leadership typically leads to:
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、供给商、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楚的愿景。
• 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，消除惧怕。
• 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。
Principle 3 Involvement of people 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。
Key benefits: 要害好处：
• 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。
Applying the principle of involvement of people typically leads to:
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。
Principle 4 Process approach 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治理的时候，期望的结果将更有效地达到。
Key benefits:要害好处：
• 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、一致的和可猜测的结果。
• Focused and prioritized improvement opportunities.
关注改进机会，并划分优先级。
Applying the principle of process approach typically leads to:
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.
为治理要害活动建立清楚的职责和义务。
• Analysing and measuring of the capability of key activities.
分析和测量要害活动的能力。
• Identifying the interfaces of key activities within and between the functions of the organization.
识别要害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要害活动的因素。
• Evaluating risks, consequences and impacts of activities on customers, suppliers and other interested parties.
评估活动对于客户、供给商和其他利益团体的风险、结果和影响。
本译文表述的虽然是ISO9000:2000系列标准下的质量治理原则，但这些原则与CMM/CMMI标准的治理原则是相通的。非凡是CMMI标准，综合了三个源标准，也借鉴和融合了当今适用的治理理论和实践，包括ISO9000等其他的标准的治理思想。
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。但治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 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.
本文介绍了修订版ISO9000:2000质量治理体系标准所依据的八大治理原则。这些原则可以作为一个框架，指导高级治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质量治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 defined in ISO 9000:2000, Quality management systems Fundamentals and vocabulary, and in ISO 9004:2000, Quality management systems Guidelines for performance improvements.
这八大治理原则在以下二个标准中有定义：ISO9000:2000,质量治理体系基础和词汇；ISO9004:2000，质量治理体系绩效改进指南。
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.
本文给出了八大治理原则在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，以及治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.
组织依靠于他们的客户，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: 要害好处：
• 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足。
• 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 typically leads to:
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.
测量客户满足度，并针对结果采取行动。
• Systematically managing customer relationships.
系统的治理客户关系。
• 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、供给商、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 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。
Key benefits:要害好处：
• 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。
Applying the principle of leadership typically leads to:
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、供给商、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楚的愿景。
• 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，消除惧怕。
• 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。
Principle 3 Involvement of people 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。
Key benefits: 要害好处：
• 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。
Applying the principle of involvement of people typically leads to:
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。
Principle 4 Process approach 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治理的时候，期望的结果将更有效地达到。
Key benefits:要害好处：
• 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、一致的和可猜测的结果。
• Focused and prioritized improvement opportunities.
关注改进机会，并划分优先级。
Applying the principle of process approach typically leads to:
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.
为治理要害活动建立清楚的职责和义务。
• Analysing and measuring of the capability of key activities.
分析和测量要害活动的能力。
• Identifying the interfaces of key activities within and between the functions of the organization.
识别要害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要害活动的因素。
• Evaluating risks, consequences and impacts of activities on customers, suppliers and other interested parties.
评估活动对于客户、供给商和其他利益团体的风险、结果和影响。
