ISO9000是怎样实现顾客满意的？以五金工具行业为例
ISO9000 is how to achieve customer satisfaction? Hardware tools industry as an example
我国的五金工具市场从80年代的30余家发展到现在的10万家，目前已经是世界主要的工具五金供应国，五金用品中，锁具、各种电动工具、门窗五金卫浴等产品的竞争已变得非常激烈，中国的企业不但要和美国、加拿大、德国等发达国家竞争，还要与韩国、新加坡这些新兴工业国家展开竞争。这种竞争涉及生产技术、营销渠道和产品质量这三个层面，在产品质量方面很多中外企业都十分注重取得ISO9000、CE、UL等国际认证，以获取顾客的信任，赢得顾客满意。
China's hardware tools market from 80 time more than 30 development to the present 10 million, now is one of the main tools hardware supply country, metal products, locks, all kinds of electric tools, doors and windows hardware bathroom products such as competition has become intense, Chinese enterprises should not only and the United States, Canada, Germany the developed country competition, also with South Korea, Singapore these emerging industrial countries to compete. The competition involves the production technology, marketing channels and product quality of the three dimensions, product quality in many Chinese and foreign enterprises have paid great attention to get ISO9000, CE, UL international certification, to obtain the trust of customers, to win customer satisfaction.
     ISO9000族标准是指国际标准化组织质量管理和质量保证技术委员会ISO/TC176发布的所有标准。ISO9000标准到目前为止已经历了三个版本阶段，即1987版、1994版和2000版。ISO/TC176的目标是要通过全世界范围内接受和使用ISO9000标准，为每一个组织提供有效的方法，改进其经营洗动，向顾客提供信任，使顾客相信产品能满足他们的期望，从而增加贸易，促进全球的繁荣。
The ISO9000 standard is international organization for standardization of quality management and quality assurance technical committee ISO / TC176 released all of the standard. The ISO9000 standard so far has experienced three stages, namely version, 1987 edition 1994 edition and 2000 edition. ISO / TC176 goal is to pass a worldwide acceptance and use of ISO9000 standards, for each of the tissues to provide effective methods, to improve its washing operation, to provide customers with trust, so that customers trust products can meet their expectations, leading to increased trade, to promote global prosperity.
     那么ISO9000是怎样做到这一点的呢？
Then ISO9000 is how to do this?
     ISO9000:2000版融合了现代管理科学的精华，提出了以顾客为中心、领导作用、人员参与、过程方式、系统管理、持续改进、基于事实的决策、与供方互利的关系等八大管理原则，这些原则贯穿了整个标准，其中"以顾客为中心"更是整个标准的核心理念，即组织依存于顾客，组织要了解顾客需求并通过顾客满意来获得利润。标准通过其他7项管理原则的贯彻环环相扣地将"以顾客为中心"的管理理念落实到产品形成到销售的每一个环节。
ISO9000 : 2000 version of the fusion of modern management science essence, put forward to the customer as the center, leadership, personnel participation, process, system management, continuous improvement, based on the fact that the decision-making, mutually beneficial supplier relationships and other eight management principles, these principles throughout the standards, including" take the customer as the center" the standards of the core idea, which depend on the customer, to understand customer needs and organization to make a profit through customer satisfaction. Standard through the other 7 management principles closely related to" take the customer as the center" management concept to product formation to every aspect of sales.
    通过实施ISO9000管理体系都获益匪浅，概括起来主要有以下几点：
Through the implementation of ISO9000 management system are benefited, wraparound rise to basically have the following:
     1.提高了员工的质量意识，树立了以顾客为中心经营理念，鼓励员工参与到企业管理中来。员工通过ISO9000标准的学习和贯彻，明白了自身工作与产品最终质量和产品销售的关系，从设计开发到生产包装又到售后服务，每一个过程和工序上的员工都将顾客满意作为目标，而这种目标又是一个动态上升的过程。某电动工具公司通过实施ISO9000使顾客满意经营理念深入人心，员工意识到顾客满意不是单纯的产品质量优良，而是体现在产品形成并最终销售的每一个阶段的工作上；顾客满意不能用固定的标准去衡量，要不断追求新的目标；顾客满意会留住老顾客增加新顾客。企业通过明确职责，员工工作的责任心加强了，通过建立有效的人力资源培训和激励体系将以人为本的理念落实到实处。
1 improving the quality awareness of employees, and establish a customer-centric business philosophy, to encourage staff to participate in enterprise management. The staff through the ISO9000 standard study and carry out, understand their work and final product quality and product sales, from design and development to production of packaging and to after-sales service, every process and the process of the employees will customer satisfaction as the goal, this goal is a dynamic increasing process. A power tool company through the implementation of ISO9000 so that customer satisfaction business philosophy to win support among the people, the staff realized that customer satisfaction is not the pure products of good quality, but it is reflected in product formation and ultimately sales of every phase of the work; customer satisfaction cannot use the fixed standard to measure, to continue the pursuit of new goals; customer satisfaction will retain the old customers to add new customers. The enterprise through the clear responsibilities, job responsibility strengthen, through the establishment of an effective human resource training and incentive system will be people-oriented concept and implement.