金融保险业如何建立有效及高效率的iso9000质量体系
Finance and insurance industry how to establish an effective and efficient ISO9000 quality system
由国际标准化组织颁布的iso9000族标准已经在全球得到广泛运用，已超过30万家企业通过了iso9000认证，除了制造业外，现在越来越多的服务性行业也加入到iso9000行列中，金融保险业也不例外。英国、美国等多家银行及保险公司已经通过了iso9000认证，在我国包括人保、平安等在全国的数家分公司已经通过或正在推行iso9000认证。
From the international organization for standardization promulgated ISO9000 standard has been widely used in the world, has more than 30 enterprises through the ISO9000 certification, in addition to manufacturing industry, more and more the service sector to join ISO9000 ranks, finance and insurance industry is no exception. Britain, the United States and other banks and insurance companies have adopted the ISO9000 certification, in our country, including security, peace in the country a number of branches have passed or are the implementation of ISO9000 certification.
　　iso9000是一个通用的关于质量管理体系的标准，为适合各行业使用，标准本身只提出了一些通用的基本的要求，并没有规定具体的运作方法，达到标准本身的要求并不难，组织应将iso9000的推行作为全面改进内部质量管理、提高服务质量的机会。
ISO9000 is a general purpose about the standards of quality management system, suitable for the use of various sectors, the standard itself only puts forward some common basic requirements, and does not require a specific operation method, reach the standard itself does not require a hard, the organization shall carry out the comprehensive improvement of ISO9000 as the internal quality management, improve service quality a chance.
同时，为使体系更加有效和高效率，组织应根据自身的特点有针对性地设计体系，并运用一些管理方法来实现体系的改进。金融保险业作为独特的服务行业在建立体系时应关注以下几个方面：
At the same time, in order to make the system more effectively and efficiently, the organization should be based on their own characteristics to design system, and the use of some management methods to achieve the improvement of system. Finance and insurance as a unique service industry when establishing the system should pay attention to the following aspects:
1． 以增强顾客满意为最终目的，将顾客作为关注焦点，在设计运作程序时应充分考虑顾客的要求，并以顾客的立场来考虑服务的过程。
1 to enhance customer satisfaction as the ultimate goal, taking the customer as the focus, in the design of operation procedures should be considered when the customer requirements, and customer's position to consider service process.
2． 将业务过程作为主线，围绕业务过程展开相关的管iso9000/1.html理活动以确保体系的实用和适用性。
2 the business process as the main line, around the business process to carry out relevant ISO9000 / 1.html physical activities to ensure that the system of the utility and applicability.
3． 结合服务特性，如时间性、保密性、可靠性、信用、环境、行为等要求。
3 combined with the characteristics of services, such as time, confidentiality, reliability, credit, environment, behavior and other requirements.
4．实现内部规范管理控制的同时将提升内部流程运作的效率作为体系设计的重要原则并将业务流程再造（bpr）应用iso9000体系中。
4 internal management control at the same time will improve the internal operation efficiency as the system the important design principles and business process reengineering ( BPR ) application in ISO9000 system.
5． 关注人力资源管理，注重内部员工能力的提高并将绩效管理与iso9000有效地加以结合。
5 pay attention to human resources management, focus on internal staff capacity and performance management and ISO9000 effectively combine.
6． 注重风险控制，考虑风险、成本与效率的平衡。
6 pay attention to risk control, risk, cost and efficiency balance.
7． 满足国家及行业的有关法律、法规要求。
7 meeting of national and industry relevant laws, regulations and requirements.
下面结合体系建立全过程的步骤，提出一些方法供参考：
The following combination of system the establishment of the whole process steps, and puts forward some methods for reference:
一、体系建立准备阶段：（1个月）
One, system establishment stage: ( 1 months)
　　此阶段包括确定建立体系的范围（如是全系统或是针对某项业务或职能部门）及目标、成立iso9000领导及推行小组、任命管理者代表、选择顾问机构以及氛围的营造及动员等。
This stage includes establishing system scope ( such as is the whole system or for a business or departments ) and target, the establishment of ISO9000 leadership and implementation group, the appointment of management representative, selection of consultants and atmosphere and mobilization.
　　此阶段范围及目标的确定比较关键，可以选择全系统所有相关部门同步进行也可以选择某一个或几个关键部门先试点的方式进行。
During this period, scope and objectives identified key, can choose the whole system all relevant departments simultaneously can also select one or several key sectors of the first pilot manner.