ISO9000和ERP异同及结合应用分析
ISO9000 and ERP similarities and differences and the combination of application analysis
现代管理技术的不断改进对企业的信息处理能力的不断增加的需求。在传统的管理方法没有财政资源的企业，人力资源，客户资源，时间资源，信息资源，制造资源，如合理规划，协调和一体化的情况下，以信息技术支持，以满足各类企业有效管理所需的资源优化管理系统，企业资源规划（ ERP ）应运而生，并越来越广泛地认识到国内和国外企业，在同一时间，以适应经济全球化的趋势，越来越多的企业将取得了ISO9000质量管理体系（质量管理体系）认证进入国际市场作为一项重要战略。目前，一些主流市场，除了ERP产品，包括生产计划与控制，采购，库存，财务，设备和人力资源的功能，而且还包括质量管理模块。然而，实现管理的质量，大多数的ERP系统只是实现对原材料，半成品和制成品，实验室信息管理，也没有系统的质量管理体系一体化的标准，特别是2000年的标准ISO9000标准进程办法强调，如概念没有反映质量的所有相关信息的过程中的反馈机制，该系统不能支持的活动的质量管理，质量管理体系仍然在运行和改进传统的手工方法，而不是质量管理的复杂的问题快速反应。
Modern management of the continuous improvement of technology for enterprise information processing capability of the constantly increasing demand. In the traditional management method has no financial resources of the enterprise, human resources, customer resources, time resource, information resource, manufacturing resources, such as planning, coordination and integration of cases, supported by information technology, to meet the needs of enterprises of all types needed to effectively manage resource optimization management system, enterprise resource planning ( ERP ) emerge as the times require, and more and more widely recognized by domestic and foreign enterprises, at the same time, in order to adapt to the trend of economic globalization, more and more enterprises will make the ISO9000 quality management system certification ( quality management system ) to enter the international market as an important strategy. At present, some mainstream market, in addition to ERP products, including production planning and control, procurement, inventory, financial, equipment and human resource functions, but also includes the quality management module. However, the realization of management quality, most of the ERP system is the realization of the raw materials, semi-finished products and manufactured goods, laboratory information management, there is no systematic quality management system integration standards, especially the 2000 standard of ISO9000 process approach emphasizes, such as the concept did not reflect the quality of all information related to the process of feedback mechanisms, the system cannot support the activities of quality management, quality management system is still in operation and improvement of the traditional manual method, rather than to the quality management of complex problems in rapid response.
 　　那么，究竟如何实现ERP与ISO9000的有效集成和应用以提高企业的运作效率呢，本文在此对两者的管理理念，内容和方法以及集成应用要点等方面作一些探讨。
So, how to realize the ERP and ISO9000 effective integration and the application in order to improve the operational efficiency of enterprises, this paper on the management concept, content and method and integrated application of points and so on is made a few discuss.
　　一、ERP与ISO9000的区别与联系
A, ERP and ISO9000 distinction and connection
　　1.ERP与ISO9000的异同
The similarities and differences between 1.ERP and ISO9000
　　ERP系统与ISO9000族标准，从形式，有以下共同点：第一，适用的是“组织” （职责，权力和安排相互关系的一组工作人员和设施，包括企业），其次，他们不购买商品，用来只是一个框架，组织需要结合的实际情况，建立一个系统（或系统）的实施，作为一个功能的具体特征，需要的值设置的变量和参数相同的。最后，他们的系统是不是静态的，有必要为内部和外部的变化，不断改善环境。
ERP system and ISO9000 standards, from form, following points: first, it is" organization" ( responsibilities, powers and arrangement between a group of staff and facilities, including enterprise ), secondly, they do not buy goods, used only a framework, organization requires a combination of the actual situation, establish a system ( or system ) carry out, as a function of the specific characteristics, need to set the value of the variables and parameters are the same. Finally, their system is it right? Static, there is a need for internal and external changes, constantly improve the environment.
　　从内容上看，两者既有区别又有联系。为了便于比较，将本文所指的ERP定义为广义的ERP，即包括了产品设计管理，客户关系管理和供应链管理等功能模块，ISO9000标准笼统指ISO9001和ISO9004。
Look from content, both of them have distinction to have connection again. For comparison purposes, will the ERP is defined as a generalized ERP, including product design management, customer relationship management and supply chain management function module, ISO9000 generally refers to ISO9001 and ISO9004 standards.
　　(1)两者的区别：ERP与ISO9000在管理内容上的区别可以通过表的比较得出。
( 1) the difference between the two: ERP and ISO9000 in the management of the content of the difference can be compared by table.
        (2)两者的联系：
( 2) the relationship between the two:
　　①一致性的管理思想。 ISO9000标准是企业在世界各地的后续成功的八项质量管理原则，管理原则，在超过具体和明确的ERP 。在八项质量管理原则，以顾客为中心，切实有效的方式，以满足客户需求，以及与利益相关者（供应链）管理的收入分享的想法，和客户关系管理在ERP和供应链管理模块体现管理思想完全一样的。此外， ISO9000标准的“过程方法”中所使用的管理机制和PDCA循环的ERP中体现事先计划，控制的想法是相同的东西，贯穿始终的产品及其生产工艺，设备，工具，人力资源，管理责任，资金，信息各方面的沟通管理活动; ISO9000族标准体现在“管理制度的办法” ，并在ERP的概念，资源整合也有类似的内涵。
The consistency of management thought. The ISO9000 standard is the enterprise in the world following the success of the eight quality management principles, management principles, in the more specific and well-defined ERP. On eight principles of quality management, to customers as the center, the effective way, in order to meet customer demand, as well as with stakeholders ( supply chain ) management of the revenue sharing ideas, and customer relationship management in ERP and supply chain management module of management thinking exactly the same. In addition, ISO9000 standard" process method" used in the management mechanism and PDCA cycle ERP embodied in the planning, control ideas are the same thing, throughout the product and its production technology, equipment, tools, human resources, management, capital, information on all aspects of communication management activities; ISO9000 family of standards embodied in the" management approach", and in the ERP concept, resource integration has a similar meaning.
        ②管理的内容和相应的关系重复。 ISO9004从内容的角度来看，因为它远远超出了ISO9001的范围，包括成本，质量控制，信息管理，以及强调提高整体性能，而不仅仅是本质质量管理体系标准，更多的确切地说，它是一个企业的质量和它的资源管理系统标准，这是与ERP系统在一定程度上的重叠。
The management content and the corresponding relationship between repeat. ISO9004 from the content point of view, because it is far beyond the range of ISO9001, including cost, quality control, information management, and emphasizes to improve the overall performance, not only is the essence of quality management system standards, more precisely, it is an enterprise's quality and its resource management system standard, and this is the ERP system overlap to some extent.
　　具体来说，ISO9004中“与顾客有关的过程”和“顾客满意程度的测量和监视”条款强调确定并实施顾客需求方面的数据收集方法和对顾客满意程度信息的测量和监视，并对数据进行分析评审，将顾客要求转化为组织自身的要求，增强顾客满意度，在这一点上与ERP中的客户关系管理及客户同步资源计划理念所实现的功能是一致的。此外，在人力资源管理、财务资源管理、过程质量控制、数据分析等方面二者都有许多结合点。
Specifically, ISO9004" customer related processes" and" customer satisfaction measurement and surveillance" clause emphasizes defining and implementing customer demand data collecting methods and the degree of customer's satisfaction information measuring and monitoring, and data analysis review, customer requirements into the organization's requirements, enhance customer satisfaction, at this point and ERP in the customer relationship management and customer synchronized resource planning ideas the realization of the function is consistent with the. In addition, in the management of human resources, financial resources management, process quality control, data analysis, and all two many combination.
　　二、ERP与ISO9000集成应用的关注点
In two, ERP and ISO9000 integrated application concerns
　　1.ERP与ISO9000，孰先孰后
1.ERP and ISO9000, which is the priority
　　作为一个 企业 若想以最小的资源和代价兼容这个体系(或系统)，究竟应该在什么样的次序上、什么阶段中实施哪一个体系(或系统)或开展哪些活动呢？
As a enterprises with minimal resources and cost compatible with this system ( or system ), should be in after all what kind of order, what stage which implement a system ( or system ) or which activities?
        在国内的现状，通过了ISO9000认证远远超过企业已实施ERP系统。因此，在第一次上了ISO9000大多数的ERP项目。的优点，这种情况是：有一个基础，实施ISO9000标准，企业对八项质量管理原则，过程方法， PDCA循环管理概念与知识和经验，而且还形成了业务流程的有效控制机制，这是为执行的思想基础的EPR和约束控制。这种情况是具体的;的EPR在执行原有的认证ISO9000qms通过培训和实践了ISO9000文件，操作说明或部分记录，成为制约和控制，并促进其实施的电子顺磁共振。重组业务流程和软件的二次开发启动企业ISO9000qms可以通过计算机程序和活动纳入制度的EPR ，电子顺磁共振和报表输出格式每个模块统一要求ISO9000标准的质量记录） ，双方的合作范围对有一定程度的相互渗透的有机整体。
In the domestic status quo, through the ISO9000 certification is far more than the enterprises have to implement ERP system. Therefore, in the first ISO9000 most ERP projects. The advantages, this situation is: there is a foundation, implementation of ISO9000 standards, enterprises to the eight principles of quality management, process method, PDCA circulation management concept and knowledge and experience, but also formed a business process effective control mechanism, it is the ideological basis for implementation of EPR and constrained control. This situation is specific; EPR in the execution of the original ISO9000qms certification through training and practice of the ISO9000 file, instructions or records, become restrict and control, and promote the implementation of the electron paramagnetic resonance. Reorganization of business processes and software development two times to start enterprise ISO9000qms through computer program and activities into the EPR system, electron paramagnetic resonance and report output format each module requirements of ISO9000 standards of quality records), the scope of a certain degree of mutual penetration of the organic whole.
　　而对于同时期实施两个体系（系统）并希望通过ISO9000质量管理体系认证的企业来说，可以在培训阶段将ISO9000知识和ERP基本原理培训相结合，重点导入八项质量管理原则的理念，以ISO9000标准发要求为主线，阐明质量管理体系的过程控制和记录在epr中形成的原理。在业务流程重组阶段，在结合ISO9000的过程方法，从考虑过程增值的角度，确定各个过程的输入，输出，控制准则和所需资源，文件，记录。之后分别策划人和计算机要完成的活动，对于可以由计算机完成的活动，按上一节所述方法将epr功能模块逐个“ISO化”，通过二次开发对epr中的标准化工作流程进行完善和深化；对于由人来完成的活动，可按qms建立方法和步骤来执行。
And to same period the implementation of two system ( system ) and hope that through the ISO9000 quality management system certification of enterprises, can be in the training phase of the knowledge of ISO9000 and basic principle of ERP combination of training, focus on the introduction of eight principles of quality management concept, with ISO9000 standard requirements for masterstroke, clarify the process control and quality management system recorded in the EPR formation principle. In business process reengineering phase, in combination with ISO9000 process method, considering the value-added process point of view, to determine the various processes the input, output, control guidelines and resources required, documents, records. After planning and computer activities to complete, to be completed by the computer activity, according to the section of the methods EPR function module one by one, "ISO", through the two development in EPR standardized workflow to improve and deepen; the completed by people 's activities, according to QMS establishment of methods and steps to perform.
　　2.业务流程重组(bpr)和ISO9000过程方法的互动
2 business process reengineering ( BPR ) and ISO9000 process interaction
　　(1)两者的联系和区别。epr实施中的业务流程重组与ISO 9000的过程方法的理念是相似的，所开展活动的步骤也完全相同。所不同的是，bpr更强调“重组”和“再造”，ISO9000强调“识别”和“确定”。前者是按项目管理方法进行的突破性改进，由日常运作之外的跨职能的小组来实施，如；epr实施顾问小组。由于这种改进的彻底性和全面性，所以改进完成之后有一个相对的稳定期；后者是由组织内人员对现有过程进行的持续改进活动，相对稳定的周期比较短，所以要求在识别和确定过程的顺序和相互作用时，要考虑形成必要的体系文件和记录，并确定过程的测量和监视方法，以把握改进的机会。
( 1) the links and differences between them. In the EPR implementation of BPR and ISO 9000 process concept is similar, the activities of the steps are exactly the same. The difference is, BPR emphasizes more on" restructuring" and" Reconstruction", ISO9000 emphasizes" recognition" and "ok". The former is according to the project management method for the breakthrough improvement, from daily operation of cross-functional teams to carry out, such as the implementation of EPR advisory group. As a result of this improved thorough and comprehensive, so after a relatively stable period; the latter is made by people in the organization to the existing process continuous improvement activities, the relative stability of the cycle is short, so the requirement in the identification and determine the sequence and interaction, to consider the formation of the necessary system documents and records, and to determine the monitoring and measurement of process method, in order to grasp opportunities for improvement.
　　ISO9000族标准的方法和业务流程再造过程也是一致的，目的是使增值的过程。 BPR的流量通过消除非增值部分，简化，整合和自动化，以改善流程效率，使过程更加合理和易于操作，这是深化需要进行ISO9000标准。中提出ISO90004 ，管理人员应确保这一进程中的一个有效和高效的网络运营，应该分析和优化过程中（包括产品实现过程和付款程序）。识别和确定的过程，如果不考虑的因素，使这一进程的附加值，或过程中的职责不明确，合理的标准的控制，性能和效果的过程是不完善的，最有可能的原始，落后，和合理的程序，以经营和管理的简要说明或盗版。
The ISO9000 standard method and business process reengineering process is consistent, the purpose is to make the process of appreciation. BPR traffic through the elimination of non value-added component, simplify, integration and automation, in order to improve process efficiency, making the process more reasonable and easy operation, this is to deepen the need for ISO9000 standard. Presented in ISO90004, management should ensure that the process in an effective and efficient network operation, should analyze and optimize the process ( including the product realization processes and the payment procedure ). Identification and determination of process, if not considered, so that the process of value added, or in the course of duty not clear, reasonable standard control, performance and the effect of the process is not perfect, the most likely primitive, backward, and reasonable procedures, operation and management are briefly described or piracy.
　　bpr和ISO9000过程方法这二者根本区别在于对过程的改进程度不同，企业在实行bpr时，所涉及的影响面较大，要停止和中断原有流程，完全以新的流程代替之，操作人员对新的业务流程要重新熟悉，各方面投入的人力和物力也较大。而ISO9000采用pdca渐进式改进，基本不需要停止和中断原有业务流程，仅对不合理之处作局部调整，操作人员也容易上手，也不需要投入很大的人力物力。
BPR and ISO9000 process method, the two fundamental difference is the improved to different degrees, enterprises in the implementation of BPR, the influence surface is big, to stop and interrupt the original process, complete with new process to replace, the operation of new business processes should be known afresh, the investment of manpower and material force is larger. While the ISO9000 uses PDCA gradual improvement, basic need not stop and interrupted the original business process, only the unreasonable place for local adjustment, operators are easy to use, does not need to put a lot of manpower and material resources.
　　(2)两者结合应用的要点。基于以上的分要析，在考虑ERP与ISO9004的结合时，识别在何种程度上采用bpr或过程方法是必要的。一般说来，对于ERP中产生静态数据(基础数据)的过程(或流程)，如：生产计划和控制过程，应该采用bpr的方法以确保数据的准确性和可靠性。另外，对于受人为因素影响较少、程序化程度高，主要由计算机来完成的活动，如文件管理，也可以采用这种方法。但对于一些难以程序化、主要由人来完成的活动，如内部审核、应采用过程方法来控制。对于一些部分由计算机执行、部分由人来完成且呈规律 性变化的流程，在经过业务流程重组区分出由人和计算机执行的任务后，通过在ERP系统中建立可用户化的动态模型是适宜的。
( 2) combining the two main points of application. Based on the above points to analyse, in considering ERP and ISO9004 binding, recognition of the extent to which the BPR or process method is necessary. Generally speaking, for the ERP to produce a static data ( data base ) process ( or processes ), such as : production planning and control process, should use the BPR method to ensure the accuracy and reliability of data. In addition, the less affected by human factors, program level is high, mainly by the computer to complete the activity, such as file management, also can be used this way. But for some difficult to program, mainly completed by people 's activities, such as the internal audit process, should adopt the method to control. For some partially executed by a computer, partially completed by people and a regular change process, after the business process reengineering is made and the computer executes the mission, through the ERP system to create customizable dynamic model is suitable for the.
　　对于一个企业的管理体系来说，bpr与过程方法是持续、互动地发挥着各自的作用。一方面，ISO9000标准要求对qms及其过程进行持续改进，通过过程方法的pdca循环反映企业质量活动运作的变化和改进。另一方面，对于通过ISO9000质量管理体系内审和监督审核所发现的不合理项，有些必须采用突破性改进的方法，也就是bpr来实施改进，以达到符合标准规定的要求。bpr需要重新设计现有流程，考虑岗位职责的合理设置、绩效考核指标的切实应用、管理制度的不断规范使其趋于合理化。用改进后的流程替代原有流程后，还应将改进后的目标流程与事先确定的绩效目标进行对照，评价是否达到既定的目标。这个过程也是一个pdca循环，通过策划、实施、检查、改进、过程方法为企业bpr的持续改进给出了方向和手段，同时保证了目标业务流程的真正实现。
For an enterprise's management system, BPR and process method is ongoing, interactive play respective role. On one hand, the standard of the ISO9000 of QMS and the process of continuous improvement, through the process method of PDCA cycle reflects the enterprise quality operation change and improvement. On the other hand, for through the ISO9000 quality management system internal audit and supervision of audit found that unreasonable, some must adopt the breakthrough improvement method, is the BPR to implement improvement, in order to meet the standard requirements. BPR need to redesign an existing process, considering the job responsibilities of reasonable setting, performance appraisal index of the practical application, management system constantly regulate the rationalization. With the improved process to replace the original process, should also be improved with a predetermined target process performance objectives are controlled, to evaluate whether achieve established goal. This process is also a PDCA loop, through the planning, implementation, inspection, process improvement, process for enterprise BPR continuous improvement gives direction and means, but also ensure the objectives of business process to realize.