1、| | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | BRITISH STANDARD BS ISO 10015:1999 ICS 03.
2、120.10 NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAW Quality management Guidelines for trainingThis British Standard, having been prepared under the direction of the Management Systems Sector Committee, was published under the authority of the Standards Committee and comes i
3、nto effect on 15 March 2000 BSI 03-2000 ISBN 0 580 34480 0 BS ISO 10015:1999 Amendments issued since publication Amd. No. Date Comments National foreword This British Standard reproduces verbatim ISO 10015:1999 and implements it as the UK national standard. The UK participation in its preparation wa
4、s entrusted by Technical Committee QS/1, Quality assurance and quality management procedures, to Subcommittee QS/1/-/10, Education and training, which has the responsibility to: aid enquirers to understand the text; present to the responsible international/European committee any enquiries on the int
5、erpretation, or proposals for change, and keep the UK interests informed; monitor related international and European developments and promulgate them in the UK. A list of organizations represented on this subcommittee can be obtained on request to its secretary. Cross-references The British Standard
6、s which implement international publications referred to in this document may be found in the BSI Standards Catalogue under the section entitled “International Standards Correspondence Index”, or by using the “Find” facility of the BSI Standards Electronic Catalogue. A British Standard does not purp
7、ort to include all the necessary provisions of a contract. Users of British Standards are responsible for their correct application. Compliance with a British Standard does not of itself confer immunity from legal obligations. Summary of pages This document comprises a front cover, an inside front c
8、over, the ISO title page, pages ii to vi, pages 1 to 14, an inside back cover and a back cover. The BSI copyright notice displayed in this document indicates when the document was last issued.Referencenumber ISO10015:1999(E) INTERNATIONAL STANDARD ISO 10015 Firstedition 1999-12-15 QualitymanagementG
9、uidelinesfor training Management de la qualit Lignes directrices pour la formationISO10015:1999(E) ii ISO10015:1999(E)iii Contents Page Foreword.iv Introduction.v 1 Scope1 2 Normativereference1 3 Termsanddefinitions.1 4 Guidelinesfortraining2 4.1 Training:Afour-stageprocess2 4.2 Definingtrainingneed
10、s.3 4.3 Designingandplanningtraining4 4.4 Providingforthetraining7 4.5 Evaluatingtrainingoutcomes8 5 Monitoringandimprovingthetrainingprocess.8 5.1 General8 5.2 Validationofthetrainingprocess9 AnnexA(informative)Tables.10ISO10015:1999(E) iv Foreword ISO(theInternationalOrganizationforStandardization
11、)isaworldwidefederationofnationalstandardsbodies(ISO memberbodies).TheworkofpreparingInternationalStandardsisnormallycarriedoutthroughISOtechnical committees.Eachmemberbodyinterestedinasubjectforwhichatechnicalcommitteehasbeenestablishedhas therighttoberepresentedonthatcommittee.Internationalorganiz
12、ations,governmentalandnon-governmental,in liaisonwithISO,alsotakepartinthework.ISOcollaboratescloselywiththeInternationalElectrotechnical Commission(IEC)onallmattersofelectrotechnicalstandardization. InternationalStandardsaredraftedinaccordancewiththerulesgivenintheISO/IECDirectives,Part3. DraftInte
13、rnationalStandardsadoptedbythetechnicalcommitteesarecirculatedtothememberbodiesforvoting. PublicationasanInternationalStandardrequiresapprovalbyatleast75%ofthememberbodiescastingavote. AttentionisdrawntothepossibilitythatsomeoftheelementsofthisInternationalStandardmaybethesubjectof patentrights.ISOs
14、hallnotbeheldresponsibleforidentifyinganyorallsuchpatentrights. InternationalStandardISO10015waspreparedbyTechnicalCommitteeISO/TC176, Quality management and quality assurance, Subcommittee SC 3, Supporting technologies. AnnexAofthisInternationalStandardisforinformationonly.ISO10015:1999(E)v Introdu
15、ction TheQualitymanagementprinciplesunderlyingtheISO9000familyofstandards(ofwhichtheISO10000series formapart)emphasizetheimportanceofhumanresourcemanagementandtheneedforappropriatetraining. Theyrecognizethatcustomersarelikelytobothrespectandvalueanorganizationscommitmenttoitshuman resourcesanditsabi
16、litytodemonstratethestrategyusedtoimprovethecompetenceofitspersonnel. Personnelatalllevelsshouldbetrainedtomeettheorganizationscommitmenttosupplyproductsofarequired qualityinarapidlychangingmarketplacewherecustomerrequirementsandexpectationsareincreasing continuously. ThisInternationalStandardprovid
17、esguidelinestoassistorganizationsandtheirpersonnelwhenaddressingissues relatedtotraining.Itmaybeappliedwheneverguidanceisrequiredtointerpretreferencesto“education“and “training“withintheISO9000familyofqualityassuranceandqualitymanagementstandards.Anyreferencesto “training“inthisdocumentincludesallty
18、pesofeducationandtraining. Anorganizationsobjectivesforcontinualimprovement,includingtheperformanceofitspersonnel, might be affectedbyanumberofinternalandexternalfactorsincludingchangesinmarkets,technology,innovation,andthe requirementsofcustomersandotherstakeholders.Suchchangesmayrequireanorganizat
19、iontoanalyseits competence-relatedneeds.Figure1illustrateshowtrainingcouldbeselectedasaneffectivemeansofaddressing theseneeds. Figure1ImprovingqualitybytrainingISO10015:1999(E) vi TheroleofthisInternationalStandardistoprovideguidancethatcanhelpanorganizationtoidentifyandanalyse trainingneeds,designa
20、ndplanthetraining,provideforthetraining,evaluatetrainingoutcomes,andmonitorand improvethetrainingprocessinordertoachieveitsobjectives.Itemphasizesthecontributionoftrainingtocontinual improvementandisintendedtohelporganizationsmaketheirtrainingamoreeffectiveandefficientinvestment.INTERNATIONALSTANDAR
21、D ISO10015:1999(E)1 QualitymanagementGuidelinesfortraining 1 Scope Theseguidelinescoverthedevelopment,implementation,maintenance,andimprovementofstrategiesand systemsfortrainingthataffectthequalityoftheproductssuppliedbyanorganization. ThisInternationalStandardappliestoalltypesoforganizations. Itisn
22、otintendedforuseincontracts,regulations,orforcertification. Itdoesnotaddto,change,orotherwisemodifyrequirementsfortheISO9000series. ThisInternationalStandardisnotintendedtobeusedbytrainingprovidersdeliveringservicestoother organizations. NOTE ThemainsourceofreferencefortrainingprovidersshouldbeISO90
23、04-2:1991, Quality management and quality system elements Part 2: Guidelines for services, until superseded by ISO 9004:2000. TrainingprovidersmayusethisInternationalStandardwhenaddressingthetrainingneedsoftheirownpersonnel. 2 Normativereference Thefollowingnormativedocumentcontainsprovisionswhich,t
24、hroughreferenceinthistext,constituteprovisionsof thisInternationalStandard.Fordatedreferences,subsequentamendmentsto,orrevisionsof,anyofthis publicationdonotapply.However,partiestoagreementsbasedonthisInternationalStandardareencouragedto investigatethepossibilityofapplyingthemostrecenteditionoftheno
25、rmativedocumentindicatedbelow.For undatedreferences,thelatesteditionofthenormativedocumentreferredtoapplies.MembersofISOandIEC maintainregistersofcurrentlyvalidInternationalStandards. ISO8402, Quality management and quality assurance Vocabulary 1) . 3 Termsanddefinitions ForthepurposesofthisInternat
26、ionalStandard,thetermsanddefinitionsgiveninISO8402andthefollowing apply. 3.1 competence applicationofknowledge,skills,andbehavioursinperformance 3.2 training processtoprovideanddevelopknowledge,skillsandbehaviourstomeetrequirements 1)ToberevisedasISO9000:2000.ISO10015:1999(E) 2 4 Guidelinesfortraini
27、ng 4.1 Training:Afour-stageprocess 4.1.1 General Aplannedandsystematictrainingprocesscanmakeanimportantcontributioninhelpinganorganizationto improveitscapabilitiesandtomeetitsqualityobjectives. ThistrainingprocessisillustratedinthetrainingcyclediagramshowninFigure2. ToincreasethereadabilityofthisInt
28、ernationalStandardandtodistinguishclearlybetweenguidanceanduseof theprocessmodeltodescribetheguidance,theprocessmodelappearsinTablesA.1toA.5inannexA. Forselectingandimplementingtrainingtoclosethegapsbetweenrequiredandexistingcompetence, managementshouldmonitorthefollowingstages: a) definingtrainingn
29、eeds; b) designingandplanningtraining; c) providingforthetraining; d) evaluatingtheoutcomeoftraining. Asillustrated,theoutputofonestagewillprovidetheinputforthefollowingstage. Figure2Trainingcycle 4.1.2 Purchaseoftraining-relatedproductsandservices Itshouldbetheresponsibilityofthemanagementtodecidei
30、fandwhentheexternalorinternalpurchasingand resourcingofproductsandservicesrelatedtoanyofthefourstagesofthetrainingprocess,anditsmonitoring, shouldoccur(seeTablesA.1toA.5). Forexample,someorganizationsmightfinditbeneficialtouseexternalexpertisetocarryoutananalysisofits trainingneeds.ISO10015:1999(E)3
31、 4.1.3 Involvementofpersonnel Appropriateinvolvementofthepersonnelwhosecompetenceisbeingdeveloped,aspartofthetrainingprocess, mayresultinthosepersonnelfeelingagreatersenseofownershipoftheprocess,resultingintheirassumingmore responsibilityforensuringitssuccess. 4.2 Definingtrainingneeds 4.2.1 General
32、 Thetrainingprocessshouldbeinitiatedafteraneedsanalysisoftheorganizationhasbeenconductedand competence-relatedissueshavebeenrecorded,asdepictedinFigure1intheIntroduction. Theorganizationshoulddefinethecompetenceneededforeachtaskthataffectsthequalityofproducts,assess thecompetenceofthepersonneltoperf
33、ormthetask,anddevelopplanstocloseanycompetencegapsthatmay exist. Thedefinitionshouldbebasedonananalysisofpresentandexpectedneedsoftheorganizationcomparedwith theexistingcompetenceofitspersonnel. Thepurposeofthisstageshouldbeto: a) definethegapsbetweentheexistingandrequiredcompetence; b) definethetra
34、iningneededbyemployeeswhoseexistingcompetencedoesnotmatchthecompetence requiredforthetasks;and c) documentspecifiedtrainingneeds. Theanalysisofthegapsbetweenexistingandrequiredcompetenceshouldbeconductedtodeterminewhether thegapscanbeclosedbytrainingorwhetherotheractionsmightbenecessary(seeTableA.1)
35、. 4.2.2 Definingtheneedsoftheorganization Theorganizationsqualityandtrainingpolicies,qualitymanagementrequirements,resourcemanagementand processdesignshouldbeconsideredwheninitiatingtraining,asaninputto4.2,toensurethattherequiredtraining willbedirectedtowardsatisfyingtheorganizationsneeds. 4.2.3 Def
36、iningandanalysingcompetencerequirements Competencerequirementsshouldbedocumented.Thisdocumentationcanbeperiodicallyreviewedoras necessarywhenworkassignmentsaremadeandperformanceisassessed. Thedefinitionofanorganizationsfutureneedsrelativetoitsstrategicgoalsandqualityobjectives,includingthe requiredc
37、ompetenceofitspersonnel,maybederivedfromavarietyofinternalandexternalsources,suchas: organizationalortechnologicalchangethataffectsworkprocessesorimpactsonthenatureofproducts suppliedbytheorganization; datarecordedfrompastorcurrenttrainingprocesses; theorganizationsappraisalofthecompetenceoftheperso
38、nneltoperformspecifiedtasks; turnoverorseasonalfluctuationrecordsinvolvingtemporarypersonnel; internalorexternalcertificationneededfortheperformanceofspecifictasks;ISO10015:1999(E) 4 requestsfromemployeesidentifyingopportunitiesforpersonaldevelopmentwhichcontributetothe organizationsobjectives; ther
39、esultofprocessreviewsandcorrectiveactionsduetocustomercomplaintsorreportsofnonconformities; legislation,regulations,standardsanddirectivesaffectingtheorganization,itsactivitiesandresources;and marketresearchidentifyingoranticipatingnewcustomerrequirements. 4.2.4 Reviewingcompetence Aregularreviewsho
40、uldbeconductedofdocumentsthatindicatethecompetencerequiredforeveryprocessand therecordsthatlistthecompetenceofeveryemployee. Methodsusedforreviewingcompetencemightincludethefollowing: interviews/questionnairewithemployees,supervisors,managers; observations; groupdiscussions;and inputsfromsubjectmatt
41、erexperts. Thereviewisrelatedtotaskrequirementsandtaskperformance. 4.2.5 Definingcompetencegaps Acomparisonoftheexistingcompetencieswiththoserequiredshouldbemadetodefineandrecordthe competencegaps. 4.2.6 Identifyingsolutionstoclosethecompetencegaps Thesolutionstoclosethecompetencegapscouldbefoundthr
42、oughtrainingorotheractionsoftheorganization, suchasredesigningprocesses,recruitmentoffullytrainedpersonnel,outsourcing,improvingotherresources,job rotationormodifyingworkprocedures. 4.2.7 Definingthespecificationfortrainingneeds Whenatrainingsolutionisselectedtoclosethecompetencegaps,trainingneedssh
43、ouldbespecifiedand documented. Thespecificationfortrainingneedsshoulddocumenttheobjectivesandtheexpectedoutcomesofthetraining.The inputtothespecificationfortrainingneedsshouldbeprovidedbythelistofcompetencerequirementsfoundin 4.2.3,theresultsofprevioustraining,andcurrentcompetencegapsandrequestsforc
44、orrectiveaction. Thisdocumentshouldbecomepartofthetrainingplanspecificationandshouldincludearecordofthe organizationsobjectiveswhichwillbeconsideredasinputsfordesigningandplanningtrainingandformonitoring thetrainingprocess. 4.3 Designingandplanningtraining 4.3.1 General Thedesignandplanstageprovides
45、thebasisforthetrainingplanspecification.ISO10015:1999(E)5 Thisstageincludes: a) designandplanningofactionswhichshouldbetakentoaddressthecompetencegapsidentifiedin4.2.5;and b) definitionofthecriteriaforevaluatingthetrainingoutcomesandmonitoringthetrainingprocess(see4.5, clause5andTableA.2). 4.3.2 Def
46、iningtheconstraints Relevantitemswhichconstrainthetrainingprocessshouldbedeterminedandlisted. Thesemightinclude: regulatoryrequirementsimposedbylaws; thepolicyrequirements,includingthoserelatingtohumanresources,imposedbytheorganization; financialconsiderations; timingandschedulingrequirements; theav
47、ailability,motivationandabilityoftheindividualstobetrained; factorssuchastheavailabilityofin-houseresourcestoperformthetraining,ortheavailabilityofreputable trainingproviders;and constraintsonanyotheravailableresources. Thelistofconstraintsshouldbeusedintheselectionoftrainingmethods(4.3.3)andtrainin
48、gprovider(4.3.5)and forthedevelopmentofatrainingplanspecification(4.3.4). 4.3.3 Trainingmethodsandcriteriaforselection Potentialtrainingmethodstomeetthetrainingneedsshouldbelisted.Theappropriateformoftrainingwilldepend onthelistedresources,constraintsandobjectives. Trainingmethodsmightinclude: cours
49、esandworkshopsonoroffsite; apprenticeships; on-the-jobcoachingandcounselling; self-training; and distancelearning. Criteriaforselectionoftheappropriatemethods,orcombinationofmethods,shouldbedefinedanddocumented. Thesemayinclude: dateandlocation; facilities; cost;ISO10015:1999(E) 6 trainingobjectives; targetgroupoftrainees(e.g.currentorplannedprofessionalposition,specificexpertiseand/orexperience, maximumnumberofparticipants); durationoftrainingandsequenceofimplementation;and formsofassessment,evaluati
