【正文】 ? 工作環(huán)境應當有助于提高產量、創(chuàng)造性、工作人員和訪問人員（顧客、供方和伙伴）的健康。s activities and ability to create value for the anization and its interested parties, ??the potential for continually improving their capabilities, ??the enhancement of its own capabilities that can be achieved through cooperation with the suppliers and partners, and ??the risks associated in the relationships with the suppliers and partners. Together with its suppliers and partners, the anization should seek to continually improve the quality, price and delivery of products provided by the suppliers and partners, and the effectiveness of their management systems, based on periodic evaluation and feedback of their performance. The anization should continually review and strengthen its relationships with its suppliers and partners, while considering the balance between its short and longterm objectives. 、評價和改進供方和伙伴的能力 組織應當建立并保持過程以識別、選擇、評價其供方和伙伴，以持續(xù)提升他們的能力確保其提供的產品或者其他資源滿足組織的要求或期望。 提供指導和輔導的機會 注：關于更多的“全員參與“的信息請參閱附錄 B中的質量管理原則。 these should assist the anization in identifying,developing and improving the petence of its people through the following steps?identifying the professional and personal petences the anization could need in the short and long term, in accordance with its mission, vision, strategy, policies, and objectives, ??identifying the petences currently available in the anization and the gaps between what is available and what is currently needed and could be needed in the future, ??implementing actions to improve and/or acquire petences to close the gaps, ??reviewing and evaluating the effectiveness of actions taken to ensure that the necessary petences have been acquired, and?maintaining petences that have been acquired. NOTE See ISO 10015 for further guidance on petence and training. 為確保人員具備足夠的能力，組織應建立并保持一份“人力發(fā)展計劃“和相關的過程。s strategic and process JMMC 廣州簡捷企業(yè)管理顧問有限公司 高級認證咨詢師 包志勇 聯(lián)系電話： 13826038364 郵箱： objectives into individual job objectives, and to establish plans for their achievement,?identify constraints to their performance, ?take ownership and responsibility to solve problems, ??assess personal performance against individual job objectives, ??actively seek opportunities to enhance their petence and experience, ??promote teamwork and encourage synergy between people, and ??share information, knowledge and experience within the anization. 人員是組織的關鍵資源 ，他們的全情投入增強他們?yōu)槔嫦嚓P方創(chuàng)造價值的能力。這些報告還能提供識別無效或者不充分活動的方法，啟動適當的改善行動。與此同時，尋找新的資源，優(yōu)化過程和開發(fā)新技術。組織的溝通過程應當既有縱向的又有橫向的，能夠針對不同的需要。評估和理解組織的當前表現(xiàn)和過去問題的“根本原 因”，以防止再發(fā)生。 識別和確定其他利益相關方的需求和期望 評估當前的過程能力和資源 識別未來的資源和技術需求 更新政策和戰(zhàn)略 識別滿足利益相關方需求和期望的必要輸出 這些 過 程應當及時建立，并附有必要的計劃和資源 以 提供支持。s strategy and policies clearly, in order to get the mission,vision and values accepted and supported by its interested parties. The anization39。 注：有關風險管理的更多信息請參閱 ISO31000 Interested parties, needs and expectations Interested parties are individuals and other entities that add value to the anization, or are otherwise interested in, or affected by, the activities of the anization. Meeting the needs and expectations of interested parties contributes to the achievement of sustained success by the anization. In addition, the needs and expectations of individual interested parties are different, can be in conflict with those of other interested parties, or can change very quickly. The means by which the needs and expectations of interested parties are expressed and met can take a wide variety of forms, including collaboration, cooperation, negotiation, outsourcing, or by terminating an activity. Table 1 — Examples of interested parties and their needs and expectations Interested party Needs and expectations Customers Quality, price and delivery performance of products JMMC 廣州簡捷企業(yè)管理顧問有限公司 高級認證咨詢師 包志勇 聯(lián)系電話： 13826038364 郵箱： Owners/shareholders Sustained profitability Transparency People in the anization Good work environment Job security Recognition and reward Suppliers and partners Mutual benefits and continuity Society Environmental protection Ethical behaviour Compliance with statutory and regulatory requirements NOTE Although most anizations use similar descriptions for their interested parties (. customers, owners/shareholders, suppliers and partners, people in the anization), the position of those categories can differ significantly over time and between anizations, industries, nations and cultures. 4． 4利益相關方，需求和期望 利益相關方是為組織帶來利益的一些個人或者實體，或者對組織感興趣，或者受到組織活動的影響。 定期評估目前的計劃和程序的情況，并采取適當的糾正 和預防 行動 確保組織的成員有機會為改善個人境遇和保持組織的活力而進行學習 建立和保持組織創(chuàng)新和持續(xù)改進的過程。s environment, ??identify all its relevant interested parties, assess their individual potential impacts on the anization39。s quality management system to ensure ??the efficient use of resources, ??decision making based on factual evidence, and ??focus on customer satisfaction, as well as on the needs and expectations of other relevant interested parties. NOTE In this International Standard, the term “top management” refers to the highest level of decision making authority in an anization and the term “the anization” covers all people in an anization. This is consistent with the definitions of these terms given in ISO 9000. 4 組織的持續(xù)成功管理 為實現(xiàn)持續(xù)成功最高管理者 應當 采 納一個質量管理方法。 它適用于所有組織，無論其大小、類型和活動。s objectives and its behaviour towards its interested parties 術語和定義 本文使用的術語和定義包括 iso9000中給出的，以及下列兩個 組織長期持續(xù)保持實現(xiàn)其目標的能力 組織的環(huán)境 哪些能夠影響組織目標實現(xiàn)和面向 其利益相關方 的行為的內外部因素、條件的結合體 4 Managing for the sustained success of an anization General To achieve sustained success, top management should adopt a quality management approach. Theanization39。在組 織中最具權威，“組織”的概念包括組織中的所有人。 與利益相關方保持接觸，并隨時讓其了解組織的活動和計劃。s performance. NOTE For more information on risk management, see ISO 31000. 組織的環(huán)境 組織的環(huán)境將會經常經歷變化，無論其規(guī)模（大或小），他的活動和產品，或其類別（營利或非營利）；因此