BS EN ISO 9004-2009 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 9004:2009Licensed Copy
2、: Queens UniversityAthens, The Queens University of Belfast, 03/11/2009 15:55, Uncontrolled Copy,(c) BSINational forewordThis 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 It supersedes BS EN ISO 9004:2000 which is withdrawn.The UK participation in
3、its preparation was entrusted to Technical CommitteeQS/1, Quality management and quality assurance procedures.A list 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
4、 are responsible for its correct application. BSI 2009 ISBN 978 0 580 55523 7 ICS 03.120.10Compliance with a British Standard cannot confer immunity from legal obligations.This British Standard was published under the authority of the StandardsPolicy and Strategy Committee on 30 November 2009Amendme
5、nts issued since publicationAmd. No. Date Text affectedBRITISH STANDARDBS EN ISO 9004:2009Licensed Copy: Queens UniversityAthens, The Queens University of Belfast, 03/11/2009 15:55, Uncontrolled Copy,(c) BSIw w w . b z f x w . c o m EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN ISO 9004 Novem
6、ber 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 9004:2009) Leiten und Lenken fr den nach
7、haltigen 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 this European Standard the status of a n
8、ational 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 versions (English, French, German). A version
9、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, Bulgaria, Cyprus, Czech Republic, Denmar
10、k, 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 STANDARDIZATION COMIT EUROPEN DE NORMALISATI
11、ON 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: ELicensed Copy: Queens UniversityAthens, The Queens University of Belfast, 0
12、3/11/2009 15:55, Uncontrolled Copy,(c) BSIw w w . b z f x w . c o m3 Foreword This document (EN ISO 9004:2009) 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
13、of an identical text or by endorsement, at the latest by May 2010, and conflicting national standards 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 he
14、ld responsible for identifying any or all such patent rights. This document supersedes EN ISO 9004:2000. 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, Cypru
15、s, 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 the United Kingdom. Endorsement notice The text of ISO 900
16、4:2009 has been approved by CEN as a EN ISO 9004:2009 without any modification. ISO 9004:2009(E) BS EN ISO 9004:2009Licensed Copy: Queens UniversityAthens, The Queens University of Belfast, 03/11/2009 15:55, Uncontrolled Copy,(c) BSIw w w . b z f x w . c o mISO 9004:2009(E) ISO 2009 All rights reser
17、ved iii Contents Page Foreword .iv Introduction.v 1 Scope.1 2 Normative references.1 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 4.4 Interested parties, needs and expectations .3 5 Stra
18、tegy 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 communication.5 6 Resource management.5 6.1 General .5 6.2 Financial resources.6 6.3 People in the organization.6 6.4 Suppliers and partners .7 6.5 Infrastructure .8
19、6.6 Work environment.9 6.7 Knowledge, information and technology.9 6.8 Natural resources.10 7 Process management .11 7.1 General .11 7.2 Process planning and control.11 7.3 Process responsibility and authority.12 8 Monitoring, measurement, analysis and review .12 8.1 General .12 8.2 Monitoring.12 8.
20、3 Measurement .13 8.4 Analysis.16 8.5 Review of information from monitoring, measurement and analysis.16 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 tool.20 Annex B (informative) Quality manage
21、ment principles .38 Annex C (informative) Correspondence between ISO 9004:2009 and ISO 9001:2008.43 Bibliography.45 BS EN ISO 9004:2009Licensed Copy: Queens UniversityAthens, The Queens University of Belfast, 03/11/2009 15:55, Uncontrolled Copy,(c) BSIw w w . b z f x w . c o mISO 9004:2009(E) iv ISO
22、 2009 All rights reserved Foreword ISO (the International Organization for Standardization) is a worldwide 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
23、in a subject for which a technical committee has been established has the right to be represented on 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 Commi
24、ssion (IEC) on all matters of electrotechnical standardization. International Standards are drafted 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 technica
25、l committees are circulated to the member bodies for voting. Publication as an International Standard 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 shal
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