EN ISO 9004-2009 en Managing for the sustained success of an organization - A quality management approach《一个组织持续成功的管理 质量管理方法》.pdf
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1、raising standards worldwideNO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBSI British StandardsWB9423_BSI_StandardColCov_noK_AW:BSI FRONT COVERS 5/9/08 12:55 Page 1Managing for the sustainedsuccess of an organization A quality managementapproachBS EN ISO 9004:2009National fore
2、wordThis British Standard is the UK implementation of EN ISO 9004:2009. It is identical to ISO 9004:2009. It supersedes BS EN ISO 9004:2000 which is withdrawn.The UK participation in its preparation was entrusted to Technical CommitteeQS/1, Quality management and quality assurance procedures.A list
3、of organizations represented on this committee can be obtained onrequest to its secretary.This publication does not purport to include all the necessary provisions of acontract. Users are responsible for its correct application. BSI 2009 ISBN 978 0 580 55523 7 ICS 03.120.10Compliance with a British
4、Standard cannot confer immunity from legal obligations.This British Standard was published under the authority of the StandardsPolicy and Strategy Committee on 30 November 2009Amendments issued since publicationAmd. No. Date Text affectedBRITISH STANDARDBS EN ISO 9004:2009EUROPEAN STANDARD NORME EUR
5、OPENNE EUROPISCHE NORM EN ISO 9004 November 2009 ICS 03.120.10 Supersedes EN ISO 9004:2000English Version Managing for the sustained success of an organization - A quality management approach (ISO 9004:2009) Gestion des performances durables dun organisme - Approche de management par la qualit (ISO
6、9004:2009)Leiten und Lenken fr den nachhaltigen Erfolg einer Organisation - Ein Qualittsmanagementansatz (ISO 9004:2009) This European Standard was approved by CEN on 1 October 2009. CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving t
7、his European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the CEN Management Centre or to any CEN member. This European Standard exists in three official version
8、s (English, French, German). A version in any other language made by translation under the responsibility of a CEN member into its own language and notified to the CEN Management Centre has the same status as the official versions. CEN members are the national standards bodies of Austria, Belgium, B
9、ulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. EUROPEAN COMMITTEE FOR STAND
10、ARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG Management Centre: Avenue Marnix 17, B-1000 Brussels 2009 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN ISO 9004:2009: E3 Foreword This document (EN ISO 900
11、4:2009) has been prepared by Technical Committee ISO/TC 176 “Quality management and quality assurance“. This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by May 2010, and conflicting national standards
12、 shall be withdrawn at the latest by May 2010. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN and/or CENELEC shall not be held responsible for identifying any or all such patent rights. This document supersedes EN ISO 9004:20
13、00. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Ita
14、ly, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. Endorsement notice The text of ISO 9004:2009 has been approved by CEN as a EN ISO 9004:2009 without any modification. ISO 9004:2009(E) BS E
15、N ISO 9004:2009ISO 9004:2009(E) ISO 2009 All rights reserved iiiContents Page Foreword iv Introduction.v 1 Scope1 2 Normative references1 3 Terms and definitions .1 4 Managing for the sustained success of an organization 1 4.1 General .1 4.2 Sustained success 2 4.3 The organizations environment 2 4.
16、4 Interested parties, needs and expectations .3 5 Strategy and policy .3 5.1 General .3 5.2 Strategy and policy formulation 3 5.3 Strategy and policy deployment 4 5.4 Strategy and policy communication5 6 Resource management.5 6.1 General .5 6.2 Financial resources.6 6.3 People in the organization6 6
17、.4 Suppliers and partners .7 6.5 Infrastructure .8 6.6 Work environment.9 6.7 Knowledge, information and technology9 6.8 Natural resources10 7 Process management .11 7.1 General .11 7.2 Process planning and control11 7.3 Process responsibility and authority 12 8 Monitoring, measurement, analysis and
18、 review 12 8.1 General .12 8.2 Monitoring 12 8.3 Measurement .13 8.4 Analysis16 8.5 Review of information from monitoring, measurement and analysis16 9 Improvement, innovation and learning .17 9.1 General .17 9.2 Improvement 17 9.3 Innovation 18 9.4 Learning .19 Annex A (informative) Self-assessment
19、 tool20 Annex B (informative) Quality management principles 38 Annex C (informative) Correspondence between ISO 9004:2009 and ISO 9001:2008 .43 Bibliography45 BS EN ISO 9004:2009ISO 9004:2009(E) iv ISO 2009 All rights reservedForeword ISO (the International Organization for Standardization) is a wor
20、ldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has been established has the right to be represented on
21、 that committee. International organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization. International Standards are drafted
22、in accordance with the rules given in the ISO/IEC Directives, Part 2. The main task of technical committees is to prepare International Standards. Draft International Standards adopted by the technical committees are circulated to the member bodies for voting. Publication as an International Standar
23、d requires approval by at least 75 % of the member bodies casting a vote. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights. ISO 9004 was prepared by Te
24、chnical Committee ISO/TC 176, Quality management and quality assurance, Subcommittee SC 2, Quality systems. This third edition cancels and replaces the second edition (ISO 9004:2000), which has been technically revised. Managing for the sustained success of an organization is a major change in focus
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