ISO 10018 2020 质量管理-人员参与指导(英文版).pdf

10018,2020年,ISO,国外及港澳台标准
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INTERNATIONAL STANDARD

Qualitymanagement-Guidancefor peopleengagement

Management de la qualite - Remandations pour l'engagementdu personnel

COPYRIGHTPROTECTEDDOCUMENT

ISO 2020

Alrights reserved Uless otherwise specified orrequired in the context ofits implementation no part f this publication may be reproduced rutilizedotherwise in any form orby any means electronic or mechanical inluding photocopying r postingon the internet or an intranet without prior written permission Permission can be requested from either ISO at the address below or ISO's member body in the country of the requester.

ISO copyright office CP 401 • Ch. de Blandonnet 8CH-1214 Vermier Geneva Phone: 41 22 749 01 11Email copyright@ Fax: 41 22 749 09 47Website:

Contents

Page

Foreword. ivIntroduction. .V1 Scope. 12 Normativereferences. 13 Terms and definitions. 14 Context of the organization and quality culture. 4.1 Considerations 14.2 Possible action steps.. Link to ISO 9001 and other quality management standards and systems. 2 14.3 4.4 Potential benefits. 2 25 Leadership. 25.1 5.2 Link to ISO 9001 and other quality management standards and systems. Considerations 2 25.3 Potential benefits. Possible action steps.. 3Planning and strategy 5.46 6.1 Link to ISO 9001 and other quality management standards and systems. Considerations. 4 49 6.2 Potential action steps. 5 56.4 Potential benefits. 6Knowledge and awareness. 7.1 Considerations. 6 67.3 7.2 Link to ISO 9001 and other quality management standards and systems. Possible action steps 67.4 Potential benefits. 7 78 Competence 78.1 8.2 Considerations. Link to ISO 9001 and other quality management standards and systems. 8 78.3 8.4 Possible action steps.. Potential benefits. 8Improvement. 8 99.1 Considerations Link to ISO 9001 and other quality management standards and systems. 69.2 6 Possible action steps. 6 6Bibliography 9.4 Potential benefits. 610

Foreword

bodies (ISO member bodies). The work of preparing International Standards is normally carried outthrough ISO technical mittees. Each member body interested in a subject for which a technical mittee has been established has the right to be represented on that mittee. InternationalISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of organizations governmental and non-governmental in liaison with ISo also take part in the work.electrotechnical standardization.

The procedures used to develop this document and those intended for its further maintenance aredifferent types of ISo documents should be noted. This document was drafted in accordance with theeditorial rules of the ISO/IEC Directives Part 2 (see

Attention is drawn to the possibility that some of the elements of this document may be the subject ofpatent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of any patent rights identified during the development of the document will be in the Introduction and/oron the ISo list of patent declarations received (see

Any trade name used in this document is information given for the convenience of users and does notconstitute an endorsement.

For an explanation of the voluntary nature of standards the meaning of ISO specific terms andexpressions related to conformity assessment as well as information about ISO's adherence to theWorld Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see iso/foreword.html.

This document was prepared by Technical Committee ISO/TC 176 Quality management and qualityassurance Submittee SC 3 Supporting technologies in collaboration with Technical CommitteeISO/TC 260 Human resource management.

This second edition cancels and replaces the first edition (ISO 10018:2012) which has been technically

- in accordance with the revised ISO quality management principles “people involvement" has beenchanged to “people engagement";-the different clauses have been linked to those in ISO 9001:2015;- a smaller section has been dedicated to petence as the majority of that text has been transferred

to the revised ISO 10015:2019.

plete listing of these bodies can be found at

Introduction

While the term “quality” is defined in ISO 9000:2015 many definitions of the term can be found. Mostddsand what it does is fit for purpose and not only stays that way but keeps improving. products services systems and processes to making sure the entire organization is fit and effective

encouraging people to engage with those arrangements within the context of their cultures traditional under certification to ISO 9001:2015 and other standards. A mon challenge is the difficulty inwork values perceptions and practices.

In a more general context people engagement is the emotional mitment that people have to theorganization and its goals. This emotional mitment means engaged people actually care about theirthis emotional mitment.

In the hiring of people an organization should consider both value alignment and skills.

Practical difficulties to achieve engagement include the following examples:

-quality has a reputation of being linked to pliance rather than a collective pursuit of excellence;- quality is seen as a technical discipline and not "the best way to get things done” of relevance to all;- language and tools can be used to make quality seem inaccessible to those not formally trained; - quality professionals often lack the “softer skills" necessary to change the paradigm.

This document provides guidance on how important changes can be made to the level of peopleengagement with quality within organizations of all types and sizes to the benefit of all interested parties.

The following concepts are addressed throughout Clauses 4 through 9:

a)considerations;b)link to ISO 9001 and other quality management standards and systems;

c)potential action steps;

d) potential benefits.

Although this document is intended to address these concepts in relation to quality management standards they can be applied to other management systems standards and disciplines.

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