BS EN ISO 9004-2009 一个组织持续成功的管理.质量管理方法

raisingstandardsworldwide™NOCOPYINGWITHOUTBSIPERMISSIONEXCEPTASPERMITTEDBYCOPYRIGHTLAWBSIBritishStandardsWB9423_BSI_StandardColCov_noK_AW:BSIFRONTCOVERS5/9/0812:55Page1Managingforthesustainedsuccessofanorganization—AqualitymanagementapproachBSENISO9004:2009LicensedCopy:QueensUniversityAthens,TheQueen'sUniversityofBelfast,03/11/200915:55,UncontrolledCopy,(c)BSINationalforewordThisBritishStandardistheUKimplementationofENISO9004:2009.ItisidenticaltoISO9004:2009.ItsupersedesBSENISO9004:2000whichiswithdrawn.TheUKparticipationinitspreparationwasentrustedtoTechnicalCommitteeQS/1,Qualitymanagementandqualityassuranceprocedures.Alistoforganizationsrepresentedonthiscommitteecanbeobtainedonrequesttoitssecretary.Thispublicationdoesnotpurporttoincludeallthenecessaryprovisionsofacontract.Usersareresponsibleforitscorrectapplication.©BSI2009ISBN9780580555237ICS03.120.10CompliancewithaBritishStandardcannotconferimmunityfromlegalobligations.ThisBritishStandardwaspublishedundertheauthorityoftheStandardsPolicyandStrategyCommitteeon30November2009AmendmentsissuedsincepublicationAmd.No.DateTextaffectedBRITISHSTANDARDBSENISO9004:2009LicensedCopy:QueensUniversityAthens,TheQueen'sUniversityofBelfast,03/11/200915:55,UncontrolledCopy,(c)BSIEUROPEANSTANDARDNORMEEUROPÉENNEEUROPÄISCHENORMENISO9004November2009ICS03.120.10SupersedesENISO9004:2000EnglishVersionManagingforthesustainedsuccessofanorganization-Aqualitymanagementapproach(ISO9004:2009)Gestiondesperformancesdurablesd'unorganisme-Approchedemanagementparlaqualité(ISO9004:2009)LeitenundLenkenfürdennachhaltigenErfolgeinerOrganisation-EinQualitätsmanagementansatz(ISO9004:2009)ThisEuropeanStandardwasapprovedbyCENon1October2009.CENmembersareboundtocomplywiththeCEN/CENELECInternalRegulationswhichstipulatetheconditionsforgivingthisEuropeanStandardthestatusofanationalstandardwithoutanyalteration.Up-to-datelistsandbibliographicalreferencesconcerningsuchnationalstandardsmaybeobtainedonapplicationtotheCENManagementCentreortoanyCENmember.ThisEuropeanStandardexistsinthreeofficialversions(English,French,German).AversioninanyotherlanguagemadebytranslationundertheresponsibilityofaCENmemberintoitsownlanguageandnotifiedtotheCENManagementCentrehasthesamestatusastheofficialversions.CENmembersarethenationalstandardsbodiesofAustria,Belgium,Bulgaria,Cyprus,CzechRepublic,Denmark,Estonia,Finland,France,Germany,Greece,Hungary,Iceland,Ireland,Italy,Latvia,Lithuania,Luxembourg,Malta,Netherlands,Norway,Poland,Portugal,Romania,Slovakia,Slovenia,Spain,Sweden,SwitzerlandandUnitedKingdom.EUROPEANCOMMITTEEFORSTANDARDIZATIONCOMITÉEUROPÉENDENORMALISATIONEUROPÄISCHESKOMITEEFÜRNORMUNGManagementCentre:AvenueMarnix17,B-1000Brussels©2009CENAllrightsofexploitationinanyformandbyanymeansreservedworldwideforCENnationalMembers.Ref.No.ENISO9004:2009:ELicensedCopy:QueensUniversityAthens,TheQueen'sUniversityofBelfast,03/11/200915:55,UncontrolledCopy,(c)BSI3ForewordThisdocument(ENISO9004:2009)hasbeenpreparedbyTechnicalCommitteeISO/TC176Qualitymanagementandqualityassurance.ThisEuropeanStandardshallbegiventhestatusofanationalstandard,eitherbypublicationofanidenticaltextorbyendorsement,atthelatestbyMay2010,andconflictingnationalstandardsshallbewithdrawnatthelatestbyMay2010.Attentionisdrawntothepossibilitythatsomeoftheelementsofthisdocumentmaybethesubjectofpatentrights.CEN[and/orCENELEC]shallnotbeheldresponsibleforidentifyinganyorallsuchpatentrights.ThisdocumentsupersedesENISO9004:2000.AccordingtotheCEN/CENELECInternalRegulations,thenationalstandardsorganizationsofthefollowingcountriesareboundtoimplementthisEuropeanStandard:Austria,Belgium,Bulgaria,Cyprus,CzechRepublic,Denmark,Estonia,Finland,France,Germany,Greece,Hungary,Iceland,Ireland,Italy,Latvia,Lithuania,Luxembourg,Malta,Netherlands,Norway,Poland,Portugal,Romania,Slovakia,Slovenia,Spain,Sweden,SwitzerlandandtheUnitedKingdom.EndorsementnoticeThetextofISO9004:2009hasbeenapprovedbyCENasaENISO9004:2009withoutanymodification.ISO9004:2009(E)BSENISO9004:2009LicensedCopy:QueensUniversityAthens,TheQueen'sUniversityofBelfast,03/11/200915:55,UncontrolledCopy,(c)BSIISO9004:2009(E)©ISO2009–AllrightsreservediiiContentsPageForeword............................................................................................................................................................ivIntroduction.........................................................................................................................................................v1Scope......................................................................................................................................................12Normativereferences............................................................................................................................13Termsanddefinitions...........................................................................................................................14Managingforthesustainedsuccessofanorganization................................................................