ISO9004业绩改进指南(PDF 71页)

Contents Page
1 Scope .... 1
2 Normative reference .... 1
3 Terms and definitions ... 1
4 Quality management system .............. 2
4.1 Managing systems and processes .. 2
4.2 Documentation ......... 3
4.3 Use of quality management principles .................. 4
5 Management responsibility ................. 5
5.1 General guidance ..... 5
5.2 Needs and expectations of interested parties ....... 7
5.3 Quality policy ............ 9
5.4 Planning .................. 10
5.5 Responsibility, authority and communication ....... 11
5.6 Management review ..................... 12
6 Resource management ................... 14
6.1 General guidance ... 14
6.2 People ..................... 15
6.3 Infrastructure .......... 17
6.4 Work environment ... 18
6.5 Information .............. 18
6.6 Suppliers and partnerships ............ 19
6.7 Natural resources ... 19
6.8 Financial resources  19
7 Product realization ..... 20
7.1 General guidance ... 20
7.2 Processes related to interested parties ............... 23
7.3 Design and development ............... 24
7.4 Purchasing .............. 29
7.5 Production and service operations  31
7.6 Control of measuring and monitoring devices ..... 33
8 Measurement, analysis and improvement .............. 34
8.1 General guidance ... 34
8.2 Measurement and monitoring ........ 35
8.3 Control of nonconformity ............... 40
8.4 Analysis of data ...... 41
8.5 Improvement ........... 42
ISO 9004:2000(E)
iv © ISO 2000 – All rights reserved
Annexes
A Guidelines for self-assessment ......... 46
B Process for continual improvement ... 53
Bibliography 55
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