質(zhì)量管理體系

1、1 / 102Section 4 Quality management system第四章 質(zhì)量治理體系4.1 General requirements一般要求4.2 Documentation requirements文件要求4.2.1 General總則4.2.2 Quality manual質(zhì)量手冊4.2.3 Control of documents文件操縱4.2.3.C.1 Control of Customer-Supplied Documents andData-The organization shall establish and maintain adocumented pr

2、ocedure(s) to control all customer-supplieddocuments and data (e.g., network architecture, topology,capacity, installation termination assignments, and database) if2 / 102these documents and data influence the design, verification,validation, inspection and testing, or servicing the product.客戶提供文件及數(shù)

3、據(jù)操縱 組織將建立同時(shí)維護(hù)文件化程序 以操縱所有客戶提供的文件和數(shù)據(jù)(例如，網(wǎng)絡(luò)體系結(jié)構(gòu)， 布局，容量，安裝結(jié)束任務(wù)及數(shù)據(jù)庫)假如這些文件和數(shù)據(jù) 阻礙設(shè)計(jì)，驗(yàn)證，確認(rèn)，檢查及測試，或服務(wù)于產(chǎn)品。4.2.4 Control of records記錄操縱Section 5 Management responsibility第五章治理職責(zé)5.1 Management commitment3 / 102治理承諾5.2Customer focus以顧客為關(guān)注焦點(diǎn)5.2. C.1 Customer Relationship Development-Topmanagement shall demonstra

4、te active involvementin establishing and maintaining mutually-beneficial relationships betweenthe organization and its customers. 4進(jìn)展顧客關(guān)系最高治理者應(yīng)積極參與建立并維護(hù)組織與顧客 之間的相互受益的關(guān)系。5.2. C.2 Customer Communication Procedures-Theorganization shall establish and maintain adocumented procedure(s) for communicating

5、with selected customers.The documented procedure(s) shall include:顧客溝通程序組織應(yīng)建立并維護(hù)文件化的程序以確保與特定 顧客之間的溝通。該程序文件應(yīng)包括：a) a strategy and criteria for customer selection,選擇顧客的策略及標(biāo)準(zhǔn)b) a method for the organization and its customers to share jointexpectations and improve the quality of products, and組織和顧客共同參與策劃及

6、提高產(chǎn)品質(zhì)量的方法，和c) a joint review with the customer at defined intervals covering the statusof shared expectations and including a method to track the resolution ofissues. 4會(huì)同顧客安既定的時(shí)刻間隔評審期望目標(biāo)的狀況，同時(shí)應(yīng)有能 夠追蹤決定流轉(zhuǎn)的方法。5.2. C.2-NOTE 1: It is recognized that it is not possible for an organizationto provide the s

7、ame level of communication with all its customers. Thelevel provided may depend on the amount of business with the customer,the history of problems, customer expectations, and other factors (seeAppendix F,“Guidancfeor Communication with Customers”).注解1：眾所周知，組織不可能對所有顧客提供同樣級(jí)不的溝 通。所提供的級(jí)不應(yīng)依據(jù)與顧客的生意數(shù)量、歷史問

8、題、顧客期望值，以及其它因素(參見附錄F，“顧客溝通指導(dǎo)”)4 / 1025.3 Quality policy質(zhì)量方針5.4 Planning策劃5.4.1 Quality objectives質(zhì)量目標(biāo)5.4.1.C.1 Quality Objectives-Objectives for qualityshall include targets for the TL 9000 measurementsdefined in theTL 9000 Quality Management SystemMeasurements Handbook.質(zhì)量目標(biāo)質(zhì)量目標(biāo)應(yīng)包括在TL9000質(zhì)量治理體系計(jì)算手冊中

9、為TL9000定義的對象。5.4.2 Quality management system planning質(zhì)量治理體系策劃5 / 1025.4.2.C.1 Lo ng- andShort-Term Quality Pla nningTheorganizations quality planning activities shallincludelong- and short-term plans with goals for improving quality and customersatisfaction.長期和短期質(zhì)量策劃組織的質(zhì)量策劃行為應(yīng)包括以提高質(zhì)量和 顧客中意度為目標(biāo)的長期策劃和

10、短期策劃。Performance to these goals shall be monitored and reported. These plans shalladdress:實(shí)現(xiàn)這些目標(biāo)需要監(jiān)控和匯報(bào)。這些策劃應(yīng)注明：a) cycle time,6 / 102循環(huán)時(shí)刻b) customer service,顧客服務(wù)c) training,培訓(xùn)d) cost,成本e) delivery commitments, and交貨承諾，等f) product reliability.7 / 102產(chǎn)品可靠性5.4.2. C.1-NOTE 1: Top Management should demon

11、strate their activeinvolvement in long- and short-term quality planning.注解1：最高治理者應(yīng)積極參與到長期和短期質(zhì)量策劃中。8 / 1025.4.2. C.2 CustomerInputThe orga ni zati onshallimplement methods for soliciting and considering customer inputfor quality planning activities. The organization should establishjoint quality improvement programs with customers. 4顧客輸入 組織應(yīng)將顧客輸入納入質(zhì)量策劃中。組織應(yīng)會(huì)同顧客 建立質(zhì)量改進(jìn)程序。5.4.2.C.3 Supplier In put-The orga niz