iso iec17025 2005  从ISO/IEC17025标准的服务理念 谈实验室的经营管理
ISO IEC17025 2005 from ISO / IEC17025 standard service philosophy discussion on laboratory management
“ISO/IEC17025包涵了ISO9001标准和ISO9002标准中适合实验室管理体系的具体要求，它在满足通用要求的基础上，强调持续改进的管理服务理念，奠定了它既是实验室管理的框架和基础，又是实验室发展的方向和目标。”
" ISO / IEC17025 includes the ISO9001 standard and ISO9002 standard for laboratory management system requirements, it is to meet general requirements on the basis of continual improvement, emphasizing the concept of management services, laid it is laboratory management framework and basis, and laboratory development direction and target."
作为实验室的管理人员，为了确保实验室的检测服务得到管理部门、社会和第三方机构的承认，熟悉和全面理解ISO/IEC17025《检测和校准实验室能力的通用要求》的内涵是十分必要的。实验室按照ISO/IEC17025的要求建立起自己的质量、行政和技术运作的管理体系，并持续有效地运行、改进，以兹证明实验室具备一定的技术能力并能提供准确、有效的技术实验结果。笔者通过总结几年来运用ISO/IEC17025的工作经验，就ISO/IEC17025标准中的服务理念，谈一谈质量检测实验室的经营管理。
As the laboratory management, to ensure that the laboratory testing services by management, society and third party agencies acknowledge, understanding and comprehensive understanding of the ISO / IEC17025" the competence of testing and calibration laboratories General requirements" connotation is very necessary. Laboratory in accordance with ISO / IEC17025 requirements to establish their own quality, administrative and technical operation of the management system, and continued to run effectively, improve, to certify that the laboratory has the technical capability and can provide accurate, efficient technique the experimental results. Through summing up the past few years work experience with ISO / IEC17025, ISO / IEC17025 standard in the service concept, talk about quality testing laboratory management.
实验室的服务理念
Laboratory services
1.基本要素
1 basic elements
ISO/IEC17025作为实验室认可的依据和准则，我国的国家标准GB/T15481基本上全部套用了它的所有内容，它包含了实验室得到国家认可机构或者相关认可机构的认可和客户得以信赖所必须满足的25个能力要素，其中第四条款有15个要素，是要求实验室能够进行有效管理的规定，第五条款有10个要素，是要求实验室必须具备的技术能力的规定。在这些能力要素中，体现实验室需要管理经营和服务客户的理念尤其突出。
ISO / IEC17025 as the basis and laboratory accreditation standards, China national standard GB / T15481 basically all apply all of its content, it contains laboratory approved by the state organ or the relevant accreditation body recognized and customers to trust that must meet the 25 elements, including fourth terms of 15 elements, is the requirement of laboratory to carry out effective management regulations, article fifth has 10 elements, is the requirement of laboratory must possess the technical ability of the provisions. In these elements, embodies the laboratory needs management and customer service philosophy especially.
2.为客户着想
2 for the sake of customers
在ISO/IEC17025中，涉及“客户”的条款有23处之多，着重体现在三个方面：一是质量方针至少要包括为客户提供服务的质量承诺、按照规定的方法和客户的需要提供实验检测服务；二是应该建立和保持对客户要求评审的程序并在全过程中得到双方接受，有保护客户的机密信息和所有权的执行程序，并与客户充分协作，保持良好的沟通，为客户提供技术建议和指导客户利用和理解结果，设法搜集客户的反馈信息资料，以进一步改进服务；三是在实验室服务的全过程中，活动的任何偏离和不符合的潜在因素，都要确保能够协商、许可和改进。
In ISO / IEC17025, involving the" customers" clause in 23 place, mainly embodies in three aspects: one is the quality policy should include at least provide a service for the client 's commitment to quality, in accordance with the method and the needs of customers to provide testing services; two should establish and maintain customer requirement review program and in the process to be accepted, to protect customers' confidential information and proprietary rights of the execution of the program, and with customers to full cooperation, keep good communication, to provide customers with technical advice and guidance to customers using and understanding the results, trying to collect customer feedback information, in order to further improve service; three is in the laboratory services during the whole process, activity of any deviation and not consistent with the underlying factors, make sure to consultation, licensing and improvement.
3.要有经营理念
3 Philosophy
对于一个实验室来说，管理者要成功地领导和经营实验室，需要采用系统的、科学的、人文的方式进行管理，除了要识别适用法律法规的要求之外，还要重视识别与自己有关联的各方(除了直接客户外，还有员工、所有者、供应方、官方管理机构或者认可机构等社会相关方)，并理解和考虑他们当前和未来的需求，同时在实验室组织内部能够充分沟通和贯彻这些需求，在一定的组织结构中，明确发展规划，创建实验室共同的价值观，树立内部职业道德榜样，形成实验室自身的企业文化，构建宽松、和谐的工作环境。明确关键人员或部门的职责权限，与外部组织保持良好的接口， 确保实验室工作的公正性、独立性和诚实性，实施并持续改进实验室的管理体系。