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质量管理八大原则原则本译文表述的虽然是ISO9000:2000系列标准下的质量管理原则，但这些原则与CMM/CMMI标准的管理原则是相通的。特别是CMMI标准，综合了三个源标准，也借鉴和融合了当今适用的管理理论和实践，包括ISO9000等其他的标准的管理思想。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。但管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ThisdocumentintroducestheeightqualitymanagementprinciplesonwhichthequalitymanagementsystemstandardsoftherevisedISO9000:2000seriesarebased.Theseprinciplescanbeusedbyseniormanagementasaframeworktoguidetheirorganizationstowardsimprovedperformance.TheprinciplesarederivedfromthecollectiveexperienceandknowledgeoftheinternationalexpertswhoparticipateinISOTechnicalCommitteeISO/TC176,Qualitymanagementandqualityassurance,whichisresponsiblefordevelopingandmaintainingtheISO9000standards.本文介绍了修订版ISO9000:2000质量管理体系标准所依据的八大管理原则。这些原则可以作为一个框架，指导高级管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质量管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。TheeightqualitymanagementprinciplesaredefinedinISO9000:2000,QualitymanagementsystemsFundamentalsandvocabulary,andinISO9004:2000,QualitymanagementsystemsGuidelinesforperformanceimprovements.这八大管理原则在以下二个标准中有定义：ISO9000:2000,质量管理体系基础和词汇；ISO9004:2000，质量管理体系绩效改进指南。ThisdocumentgivesthestandardizeddescriptionsoftheprinciplesastheyappearinISO9000:2000andISO9004:2000.Inaddition,itprovidesexamplesofthebenefitsderivedfromtheiruseandofactionsthatmanagerstypicallytakeinapplyingtheprinciplestoimprovetheirorganizationsperformance.本文给出了八大管理原则在ISO9000:2000和ISO9004:2000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。Principle1Customerfocus原则1以客户为关注焦点Organizationsdependontheircustomersandthereforeshouldunderstandcurrentandfuturecustomerneeds,shouldmeetcustomerrequirementsandstrivetoexceedcustomerexpectations.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。Keybenefits:关键好处：·Increasedrevenueandmarketshareobtainedthroughflexibleandfastresponsestomarketopportunities.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。·Increasedeffectivenessintheuseoftheorganizationsresourcestoenhancecustomersatisfaction.提高了组织对资源的有效利用来增强客户满意。·Improvedcustomerloyaltyleadingtorepeatbusiness.提高了客户忠诚度，留住回头客。Applyingtheprincipleofcustomerfocustypicallyleadsto:应用以客户为关注焦点通常需要：·Researchingandunderstandingcustomerneedsandexpectations.调查研究和理解客户的需求和期望。·Ensuringthattheobjectivesoftheorganizationarelinkedtocustomerneedsandexpectations.确保把组织目标和客户需求和期望连接起来。·Communicatingcustomerneedsandexpectationsthroughouttheorganization.在组织内部全面沟通客户需求和期望。·Measuringcustomersatisfactionandactingontheresults.测量客户满意度，并针对结果采取行动。·Systematicallymanagingcustomerrelationships.系统的管理客户关系。·Ensuringabalancedapproachbetweensatisfyingcustomersandotherinterestedparties(suchasowners,employees,suppliers,financiers,localcommunitiesandsocietyasawhole).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、供应商、金融机构、当地社团、社会。Principle2Leadership原则2领导作用Leadersestablishunityofpurposeanddirectionoftheorganization.Theyshouldcreateandmaintaintheinternalenvironmentinwhichpeoplecanbecomefullyinvolvedinachievingtheorganizationsobjectives.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。Keybenefits:关键好处：·Peoplewillunderstandandbemotivatedtowardstheorganizationsgoalsandobjectives.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。·Activitiesareevaluated,alignedandimplementedinaunifiedway.将以统一的方式评估、合作和实施各项活动。·Miscommunicationbetweenlevelsofanorganizationwillbeminimized.将会降低组织各层级之间的沟通误解。Applyingtheprincipleofleadershiptypicallyleadsto:应用领导作用原则通常需要：·Consideringtheneedsofallinterestedpartiesincludingcustomers,owners,employees,suppliers,financiers,localcommunitiesandsocietyasawhole.整体考虑各利益团体的需求，包括客户、组织所有者、员工、供应商、金融机构、当地社团、社会。·Establishingaclearvisionoftheorganizationsfuture.为组织未来建立一个清晰的愿景。·Settingchallenginggoalsandtargets.设置有挑战性的目的和目标。·Creatingandsustainingsharedvalues,fairnessandethicalrolemodelsatalllevelsoftheorganization.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。·Establishingtrustandeliminatingfear.建立信任，消除恐惧。·Providingpeoplewiththerequiredresources,trainingandfreedomtoactwithresponsibilityandaccountability.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,encouragingandrecognizingpeoplescontributions.激发、鼓励和认可员工的贡献。Principle3Involvementofpeople原则3全员参与Peopleatalllevelsaretheessenceofanorganizationandtheirfullinvolvementenablestheirabilitiestobeusedfortheorganizationsbenefit.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。Keybenefits:关键好处：·Motivated,committedandinvolvedpeoplewithintheorganization.在组织内激励员工，获得员工的承诺和参与。·Innovationandcreativityinfurtheringtheorganizationsobjectives.改革创新和创造以促进公司目标实现。·Peoplebeingaccountablefortheirownperformance.员工将对他们自己的绩效承担责任。·Peopleeagertoparticipateinandcontributetocontinualimprovement.员工热心于参加持续改进过程，并积极做贡献。Applyingtheprincipleofinvolvementofpeopletypicallyleadsto:应用全员参与原则通常需要：·Peopleunderstandingtheimportanceoftheircontributionandroleintheorganization.员工理解他们的贡献和任务对组织的重要性。·Peopleidentifyingconstraintstotheirperformance.员工识别影响他们绩效的限制条件。·Peopleacceptingownershipofproblemsandtheirresponsibilityforsolvingthem.员工接受和承担问题，并对解决问题负责。·Peopleevaluatingtheirperformanceagainsttheirpersonalgoalsandobjectives.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。·Peopleactivelyseekingopportunitiestoenhancetheircompetence,knowledgeandexperience.