【文章內(nèi)容簡介】 vement of the top management are essential for developing and maintaining an effective and efficient quality management system to achieve benefits for interested parties. To achieve these benefits, it is necessary to establish, sustain and increase customer satisfaction. Top management should consider actions such as establishing a vision, policies and strategic objectives consistent with the purpose of the organization, leading the organization by example, in order to develop trust within its people, municating organizational direction and values regarding quality and the quality management system, participating in improvement projects, searching for new methods, solutions and products, obtaining feedback directly on the effectiveness and efficiency of the quality management system, identifying the product realization processes that provide added value to the organization. creating an environment that encourages the involvement and development of people, and provision of the structure and resources that are necessary to support the organization’s strategic plans.Top management should also define methods for measurement of the organization’s performance in order to determine whether planned objectives have been achieved.Methods include financial measurement, measurement of process performance throughout the organization, external measurement, such as benchmarking and thirdparty evaluation, assessment of the satisfaction of customers, people in the organization and other interested parties, assessment of the perceptions o customers and other interested parties of performance of products provided, and measurement of other success factors identified by management.Information derived from such measurements and assessments should also be considered as input to management review in order to ensure that continual improvement of the quality management system is the driver for performance improvement of the organization. Issues to be consideredWhen developing, implementing and managing the organization’s quality management system, management should consider the quality management principles outlined in . On the basis of these principles, top management should demonstrate leadership in, and mitment to, the following activities: understanding current and future customer needs ad expectations, in addition to requirements。 promoting policies and objectives to increase awareness, motivation and involvement of people in the organization。 establishing continual improvement as an objective for processes of the organization。 planning for the future of the organization and managing change。 setting and municating a framework for achieving the satisfaction of interested parties.In addition to smallstep or ongoing continual improvement, top management should also consider breakthrough changes to processes as a way to improve the organization’s performance. During such changes, management should take steps to ensure that the resources and munication needed to maintain the functions of the quality management system are provided.Top management should identify the organization’s product realization processes, as these are directly related to the success of the organization. Top management should also identify those support processes that affect either the effectiveness and efficiency of the realization processes or the needs and expectations of interested parties.Management should ensure that processes operate as an effective and efficient network. Management should analyse and optimize the interaction of processes, including both realization processes and support processes.Consideration should be given to ensuring that the sequence and interaction of processes are designed to achieve the desired results effectively and efficiently, ensuring process inputs, activities and outputs are clearly defined and controlled, monitoring inputs ad outputs to verify that individual processes are linked and operate effectively ad efficiently, identifying and managing risks, and exploiting performance improvement opportunities, conducting data analysis to facilitate continual improvement of processes, identifying process owners and giving them full responsibility and authority, managing each process to achieve the process objectives, and the needs and expectations of interested parties.ISO 9001:2000, Quality management systems – Requirements5 Management responsibility Management mitmentTop management shall provide evidence of its mitment to the development and implementation of the quality management system and continually improving its effectiveness by a) municating to the organization the importance of meeting customer as well as statutory and regulatory requirements,b) establishing the quality policy,c) ensuring that quality objectives are established,d) conducting management reviews, and e) ensuring the availability of resources. Needs and expectations of interested parties GeneralEvery organization has interested parties, each party having needs and expectations. Interested parties of organizations include customers and endusers, people in the organization, owners/investors (such as shareholders, individuals or groups, including the public sector, that have a specific interest in the organization), suppliers and partners, and society in terms of the munity and the public affected by the organization or its products. Needs and expectationsThe success of the organization depends on understanding and satisfying the current and future needs andexpectations of present and potential customers and endusers, as well as understanding and considering those of other interested parties..In order to understand and meet the needs and expectations of interested parties, an organization should identify its interested parties and maintain a b