inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">1.1含义概述
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">质量管理的首要关注点是满足顾客要求并且努力超越顾客期望。
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">1.2依据
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">组织只有赢得和保持顾客和其他相关方的信任才能获得持续成功。与顾客相互作用的每个方面,都提供了为顾客创造更多价值的机会。理解顾客和其他相关方当前和未来的需求,有助于组织的持续成功。
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">1.3主要益处
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">主要益处可能有:
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">1) 提升顾客价值
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">2) 增强顾客满意
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">3) 增进顾客忠诚
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">4) 增加重复性业务
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">5) 提高组织的声誉
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">6) 扩展顾客群
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">7) 增加收入和市场份额
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">1.4可开展的活动
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">1) 识别从组织获得价值的直接顾客和间接顾客;
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">2) 理解顾客当前和未来的需求和期望;
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">3) 将组织的目标与顾客的需求和期望联系起来;
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">4) 在整个组织内沟通顾客的需求和期望;
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">5) 为满足顾客的需求和期望,对产品和服务进行策划、设计、开发、生产、交付和支持;
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">6) 测量和监视顾客满意情况,并采取适当的措施;
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">7) 在有可能影响到顾客满意的有关相关方的需求和适宜的期望方面,确定并采取措施;
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">8) 主动管理与顾客的关系,以实现持续成功。
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">1.5在标准中的体现
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">(4.2)理解相关方的需求和期望,包括了确定、监视和评审顾客的需求和期望的要求;
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">(5.1.2)以顾客为关注焦点,直接体现了最高管理者以身作则以顾客为关注焦点,建立一种质量文化;
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">(5.2)质量方针中,质量方针的内容包括满足适用要求的承诺;
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">(6.2)质量目标及其实现的策划,要求组织的质量目标与产品和服务合格以及增强顾客满意相关;
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">(8.2)产品与服务的要求中,对如何与顾客沟通,如何确定、评审和更改产品与服务要求作出明确规定;
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">(8.5.3)顾客或外部供方的财产中,要求组织应保护好顾客财产,与顾客建立相互信任的关系;
inkMacSystemFont, "Helvetica Neue", "Hiragino Sans GB", "Microsoft YaHei UI", "Microsoft YaHei", Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; text-align: justify; text-indent: 0px; box-sizing: border-box !important; overflow-wrap: break-word !important;">(9.1.2)顾客满意中,明确要求组织应监视顾客满意程度,并通过(9.1.3)分析与评价来评价顾客满意程度,以及(10.2)不合格和纠正措施等过程,来达到(10.3)持续改进的目的。