1、.I, . Government Gouvernement of Canada du Canada Canadian General Office des normes Standards Board generales du Canada %$ i CGSB 184.1-2002 Supersedes CGSB 184.1-94 Guidelines for Implementing IS0 9000 Quality Management Systems in Public Sector Organizations CGSB Standard Canada Experience and ex
2、cellence CKS Exprience et excellence OGC The CANADIAN GENERAL STANDARDS BOARD (CGSB), under whose auspices this standard has been developed is a government agency within Public Works and Government Services Canada. CGSB is engaged in the production of voluntary standards in a wide range of subject a
3、reas through the media of standards committees and the consensus process. The standards committees are composed of representatives of relevant interests including producers, consumers and other users, retailers, governments, educational institutions, technical, professional and trade societies, and
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5、ds of Canada conform to the criteria and procedures established for this purpose by the Standards Council of Canada. In addition to standards it publishes as national standards, CGSB produces standards to meet particular needs, in response to requests from a variety of sources in both the public and
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9、:/www.pwgsc.gc.cdcgsb. Although the intended primary application of this standard is stated in its Scope, it is important to note that it remains the responsibility of the users of the standard to judge its suitability for their particular purpose. The testing and evaluation of a product against thi
10、s standard may require the use of materiais andior equipment that could be hazardous. This document does not purport to address all the safety aspects associated with its use. Anyone using this standard has the responsibility to consult the appropriate authorities and to establish appropriate health
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12、elements of this Canadian standard may be the subject of patent rights. CGSB shall not be held responsible for identifying any or all such patent rights. Users of this standard are expressly advised that determination of the validity of any such patent rights are entirely their own responsibility. F
13、urther information on CGSB and its services and standards may be obtained from: by telephone - (819) 956-0425 or (Canada only) - 1 -800-665-CGSB by fax - (819) 956-5644 Ottawa, Canada K1A 1G6 - Place du Portage Phase III, 6B1 11 Laurier Street Hull, Quebec in person The Manager Strategic Standardiza
14、tion Group Canadian General Standards Board Ottawa, Canada K1A 1G6 I by email - ncr.cgsb-ongcpwgsc.gc.ca on the Web - http:/www.pwgsc.gc.ca/cgsb L CS- Canadian General Standards Board CGSB 184.1-2002 Supersedes CGSB 184.1-94 GUIDELINES FOR IMPLEMENTING IS0 9000 QUALITY MANAGEMENT SYSTEMS IN PUBLIC S
15、ECTOR ORGANIZATIONS Prepared by the Canadian General Standards Board -3 Published October 2002 by the Canadian General Standards Board Ottawa, Canada K1A 1G6 O HER MAJESTY THE QUEEN IN RIGHT OF CANADA, as represented by the Minister of Public Works and Government Services, the Minister responsible f
16、or the Canadian General Standards Board, (2002). No part of this publication may be reproduced in any form without the prior permission of the publisher. CANADIAN GENERAL STANDARDS BOARD COMMITTEE ON GUIDELINES FOR QUALTIY MANAGEMENT IN GOVERNMENT SERVICES (Membership at date of approval) Taillefer,
17、 M. Taylor, W .R. Balson. R. Bouchard, J. Bourdeau, Y .C. Caillibot, P.F. Cave, T. Chander, S. Craig, E. Crawford. J. Hill, S. Hunter, M. Jaswal, 1.S. Kilp, T. Laszlo, G. LEsperance, P. Mikelenas-Mcbughlin, M. Rabinovitch, A. Roy, Y. Venasse, M. White, B. Khan, R. Chairperson Human Resources Develop
18、ment Canada Vice-chairperson Canadian International Development Agency Consultant Treasury Board of Canada Secretariat National Defence Consultant Windermere Services Public Works and Government Services Canada Canada Customs and Revenue Agency National Research Council of Canada Bank of Canada Devo
19、n Hunter Consulting Natural Resources Canada Toronto District School Board Management Plus Qualiso Management Board Secretariat Consulting and Audit Canada Health Canada NAV Canada Business Resource International lnc. Secreraq Canadian General Standards Board Acknowledgment is de for the translation
20、 of rhis Canadian General Stanardr Board stanard by the Translation Bureau of Public Works and Government Services Cad. CGSB 184.1-2002 CGSB 184.1-2002 1 . PART 1 2 . 3 . 4 . 5 . 6 . 7 . 8 . PART 2 9 . 10 . 11 . 12 . 13 . PART 3 14 . 15 . 16 . 17 . 18 . 19 . 20 . 21 . 22 . 23 . 24 . 25 . 26 . 27 . 2
21、8 . APPENDIX A APPENDIX B APPENDIX C APPENDIX D APPENDIX E APPENDIX F APPENDIX G APPENDIX H TABLE OF CONTENTS PREFACE SCOPE . WHAT IS IS0 9000? INTRODUCTION . CONCEPT OF QUALITY MANAGEMENT SYSTEM . DEVELOPMENT OF IS0 9000 . IS0 9000:2000 STANDARDS STRUCTURE OF IS0 9000:2000 STANDARDS RELEVANCE OF IS
22、0 9000 STANDARDS TO THE PUBLIC SECTOR REGISTRATION TO IS0 9000:2000 STANDARDS . WHY USE IS0 9000? INTRODUCTION . IS0 9000 - PROVEN SUSTAINABLE QUALITY MANAGEMENT STANDARDS PUBLIC SERVICE INTEREST IN IS0 9000:2000 IS0 QUALITY MANAGEMENT PRINCIPLES BENEFITS OF IMPLEMENTING IS0 9000:2000 . (QMS) . INTR
23、ODUCTION . THOUGHTS ON MANAGING THE IMPLEMENTATION PROPOSED IMPLEMENTATION STEPS PREPARE THE FOUNDATION . SECURE MANAGEMENT COMMITMENT ESTABLISH A PRELIMINARY IMPLEMENTATION PLAN . CONDUCT GAP ANALYSIS . FINALIZE IMPLEMENTATION PLAN . ADDRESS THE GAP (IMPLEMENTATION) HOW TO IMPLEMENT AN ISO-COMPLIAN
24、T QUALITY MANAGEMENT SYSTEM CONDUCT QUALITY MANAGEMENT SYSTEM REVIEW(S) ASSESS QMS BY A THIRD PARTY (OPTIONAL) . CELEBRATE THE SUCCESSFUL QMS IMPLEMENTATION . SUSTAIN AND IMPROVE . CELEBRATE SUCCESSFUL SUSTAINABILITY . CONCLUSION OF PART 3 . QUALITY MANAGEMENT PRINCIPLES . THE IS0 9000 FAMILY . CUST
25、OMER SERVICES PDCA CYCLE QUALITY MANAGEMENT REPRESENTATIVE COMMUNICATION-RELATED PROCESSES CONTINUAL IMPROVEMENT JOURNEY . WEB SITES AND REFERENCE MATERIAL . Page ii 1 1 1 1 1 1 2 2 2 3 3 3 3 3 3 5 5 5 5 6 7 8 9 10 10 12 13 14 15 16 16 Al B1 c1 D1 El F1 G1 H1 1 CGSB 184.1-2002 PREFACE The Canadian G
26、eneral Standards Board (CGSB) has prepared this edition of CGSB 184.1 to take account of the significant changes brought by the recently issued IS0 9000:2000 family of quality management system standards and, particularly, IS0 9001 :2000. Developed by quality experts from around the world, the year
27、2000 IS0 9000 standards provide a framework for management excellence, focusing on the effectiveness of the quality management system in meeting customer needs. In addition, the year 2000 IS0 9000 standards are designed to make continual improvement an ongoing objective for organizations. The new st
28、andards give increased emphasis to process management, top managements role, and customer satisfaction, and use simpler language and terminology. With these changes the IS0 9000:2000 standards will become more widely and effectively applied, resulting in improvements in all types of organizations, p
29、ublic or private, small or large, that follow their principles. This edition of CGSB 184.1 is designed to assist Canadian public sector organizations in implementing an IS0 9001:2000-compliant quality management system. Although the application of IS0 9000 in the public sector was limited five years
30、 ago, there is now a growing interest in implementing the standards at federal, provincial, and municipal levels. Although in IS0 9000 the term “product” includes “service,” in this document they are both used to reflect current practice in public sector organizations. This standard is the result of
31、 the invaluable contributions and dedication of its committee members, representing a wide range of federal, provincial and municipal organizations. Subject-matter experts and quality practitioners from the public and the private sectors have also added significantly to the usefulness of this guide.
32、 Public sector organizations use both “client” and “customer” to describe customer, client and citizen groups. 11 CGSB 184.1-2002 Supersedes CGSB 184.1-94 CANADIAN GENERAL STANDARDS BOARD GUIDELINES FOR IMPLEMENTING IS0 9000 QUALITY MANAGEMENT SYSTEMS IN PUBLIC SECTOR ORGANIZATIONS 1. SCOPE 1.1 This
33、 standard provides guidelines to help public sector organizations implement a quality management system based on the internationally recognized IS0 9000:2000 standards. PART 1 WHAT IS IS0 9000? 2. 2.1 3. 3.1 4. 4.1 4.2 5. 5.1 INTRODUCTION First published in 1987, IS0 9000 is a series of internationa
34、l standards used by organizations that either want to implement their own in-house quality management system or to guarantee that suppliers have an effective quality management system in place. The standards were developed by quality experts from around the world under the auspices of the Geneva-bas
35、ed International Organization for Standardization (ISO). These standards help promote international trade by providing a single, uniform set of requirements recognized worldwide. They also help organizations improve their performance and, in particular, enhance their customer satisfaction. CONCEPT O
36、F QUALITY MANAGEMENT SYSTEM A quality management system (QMS) defines and establishes an organizations quality policy and objectives. It also encourages an organization to identify and manage the processes needed to attain these objectives. A properly implemented QMS ensures that processes are carri
37、ed out consistently; that problems can be identified and resolved; and that the organization can continuously review and improve its processes, products and services. DEVELOPMENT OF IS0 9000 The IS0 9000 standards are developed by IS0 Technical Committee (TC) 176, Quality management and quality assu
38、rance, made up of national delegations of experts from business, government and other relevant organizations. Canada, through the Standards Council of Canada (SCC), its representative in ISO, holds the chair and secretariat of the committee. The secretariat is administered by the Canadian Standards
39、Association (CSA) on behalf of SCC. The IS0 9000 standards were first revised in 1994, consistent with ISOs policy that all standards be reviewed at least every five years. The IS0 9000:2000 standards were released on December 15, 2000, and differ significantly from the 1994 versions in both concept
40、 and structure. IS0 9000:2000 STANDARDS Extensive worldwide surveys were carried out by IS0 to better understand the needs of all users of the IS0 9000 standards. The 2000 revisions took into account previous experience with quality management systems and emerging insights into generic management sy
41、stems. The outcome of the surveys resulted in a closer alignment of the IS0 9000:2000 standards with the daily effort for an effective and efficient organization. The IS0 9000.2000 standards can be readily adapted to small, medium and large organizations in the public and private sectors. SCC Standa
42、rds Council of Canada; available from the World Wide Web 68 http:/ww.scc.ca/standards/iso9OOO/ques9OOOe.httnl 1 5.2 6. 6.1 7. 7.1 7.2 7.3 7.3.1 7.4 8. 8.1 The main features of IS0 9000:2000 standards are a. They focus on the requirements for achieving client satisfaction and on measurement and analy
43、sis of processes; b. They are founded on eight internationally accepted quality management principles. These principles are similar to those generally found in most national quality award programs such as the Canada Awards for Excellenceand the Malcolm Baldrige National Quality Award. Appendix A des
44、cribes the eight quality management principles. c. They concentrate on a process approach that considers a set of value-added activities, using resources to transform inputs into outputs; d. They seek continual improvement of an organizations quality management system; e. They have enhanced compatib
45、ility with the IS0 14000 series of environmental management system standards. STRUCTURE OF IS0 9000:2000 STANDARDS Unlike the year 1994 edition, which had three models of quality system requirements (IS0 9001, 9002 and 9003). the year 2000 edition has only one quality management system “requirement”
46、 standard (IS0 9001:2000). A new standard IS0 9000:2000 establishes a starting point for understanding the standards in the IS0 9000 family; it includes the fundamental terms and definitions previously given in IS0 8402: 1994 and used in the IS0 9000 family. In addition, the new IS0 9004:2000 is des
47、igned to guide organizations towards business performance improvement. The complete list of the current documents contained in the IS0 9000 family is given in Appendix B. RELEVANCE OF IS0 9000 STANDARDS TO THE PUBLIC SECTOR One of the main features of the IS0 9000:2000 standards concerns customer sa
48、tisfaction. Organizations must identify client groups, determine their needs and expectations (including those known but not necessarily stated) and develop the organizational capacity to deliver products and services. The federal government has established a framework for modernizing management pra
49、ctices and improving the quality of service to the public. The Results for Canadians: A Management Framework for the Government of Canada commits the government to achieving excellence in four key areas: citizen focus, results, public service values, and responsible spending. The Ontario Government defines service standards in terms of service targets that citizens should expect. The Ontario Public Service (OPS) Quality Service Initiative, released in June 1998, sets out three objectives: a. Increase public satisfaction with OPS service; b. Ensure the OPS measures u
