【正文】 ? 工作環(huán)境應(yīng)當(dāng)有助于提高產(chǎn)量、創(chuàng)造性、工作人員和訪問(wèn)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(píng)價(jià)和改進(jìn)供方和伙伴的能力 組織應(yīng)當(dāng)建立并保持過(guò)程以識(shí)別、選擇、評(píng)價(jià)其供方和伙伴，以持續(xù)提升他們的能力確保其提供的產(chǎn)品或者其他資源滿足組織的要求或期望。 提供指導(dǎo)和輔導(dǎo)的機(jī)會(huì) 注：關(guān)于更多的“全員參與“的信息請(qǐng)參閱附錄 B中的質(zhì)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(yīng)建立并保持一份“人力發(fā)展計(jì)劃“和相關(guān)的過(guò)程。s strategic and process JMMC 廣州簡(jiǎn)捷企業(yè)管理顧問(wèn)有限公司 高級(jí)認(rèn)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(guān)鍵資源 ，他們的全情投入增強(qiáng)他們?yōu)槔嫦嚓P(guān)方創(chuàng)造價(jià)值的能力。這些報(bào)告還能提供識(shí)別無(wú)效或者不充分活動(dòng)的方法，啟動(dòng)適當(dāng)?shù)母纳菩袆?dòng)。與此同時(shí)，尋找新的資源，優(yōu)化過(guò)程和開(kāi)發(fā)新技術(shù)。組織的溝通過(guò)程應(yīng)當(dāng)既有縱向的又有橫向的，能夠針對(duì)不同的需要。評(píng)估和理解組織的當(dāng)前表現(xiàn)和過(guò)去問(wèn)題的“根本原 因”，以防止再發(fā)生。 識(shí)別和確定其他利益相關(guān)方的需求和期望 評(píng)估當(dāng)前的過(guò)程能力和資源 識(shí)別未來(lái)的資源和技術(shù)需求 更新政策和戰(zhàn)略 識(shí)別滿足利益相關(guān)方需求和期望的必要輸出 這些 過(guò) 程應(yīng)當(dāng)及時(shí)建立，并附有必要的計(jì)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(guān)風(fēng)險(xiǎn)管理的更多信息請(qǐng)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(jiǎn)捷企業(yè)管理顧問(wèn)有限公司 高級(jí)認(rèn)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(guān)方，需求和期望 利益相關(guān)方是為組織帶來(lái)利益的一些個(gè)人或者實(shí)體，或者對(duì)組織感興趣，或者受到組織活動(dòng)的影響。 定期評(píng)估目前的計(jì)劃和程序的情況，并采取適當(dāng)?shù)募m正 和預(yù)防 行動(dòng) 確保組織的成員有機(jī)會(huì)為改善個(gè)人境遇和保持組織的活力而進(jìn)行學(xué)習(xí) 建立和保持組織創(chuàng)新和持續(xù)改進(jìn)的過(guò)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(shí)現(xiàn)持續(xù)成功最高管理者 應(yīng)當(dāng) 采 納一個(gè)質(zhì)量管理方法。 它適用于所有組織，無(wú)論其大小、類型和活動(dòng)。s objectives and its behaviour towards its interested parties 術(shù)語(yǔ)和定義 本文使用的術(shù)語(yǔ)和定義包括 iso9000中給出的，以及下列兩個(gè) 組織長(zhǎng)期持續(xù)保持實(shí)現(xiàn)其目標(biāo)的能力 組織的環(huán)境 哪些能夠影響組織目標(biāo)實(shí)現(xiàn)和面向 其利益相關(guān)方 的行為的內(nèi)外部因素、條件的結(jié)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(quán)威，“組織”的概念包括組織中的所有人。 與利益相關(guān)方保持接觸，并隨時(shí)讓其了解組織的活動(dòng)和計(jì)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(huì)經(jīng)常經(jīng)歷變化，無(wú)論其規(guī)模（大或小），他的活動(dòng)和產(chǎn)品，或其類別（營(yíng)利或非營(yíng)利）；因此