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。