ISO9000标准在酒店钣店中应用的必要性
The ISO9000 standard in the hotel restaurant of the necessity of the application of
  iso9000标准是国际标准化组织（iso）为了满足国际经济交往中质量保证活动的需要，在总结了各国质量管理经验的基础上，发布的一套规范企业质量管理体系的标准。但该标准在饭店行业中还是新生事物，很多业内人士对饭店实施iso9000标准是否必要产生了怀疑。本文就现阶段饭店管理人员存在的疑问提出了一些看法。
The ISO9000 standard is international organization for Standardization ( ISO ) in order to meet the needs of international economic exchanges in quality assurance activities, at the conclusion of the national quality management on the basis of experience, released a set of normative enterprise quality management system standard. But this standard in the hotel industry is still a new thing, many people within the industry to hotel implement ISO9000 standard is necessary to doubt. This paper present the hotel management personnel problems put forward some views.
１．星级饭店评定标准和iso9000的关系。
1 evaluation standard and the relationship between ISO9000 Star Hotel.
我国饭店行业和国际接轨较早，与其他行业相比，其管理的规范性和科学性相对较高，尤其是国家旅游局于1987年制定星级饭店评定标准颁布和实施标志着我国饭店业从传统企业向现代企业转型，与国际接轨。星级标准的推出有利于顾客选择，保护了消费者权利，强化了行业管理，促进了我国饭店质量标准化的推进，但随着饭店业的发展及与国际接轨程度的加深，它又体现出一些不足之处，而实施ISO9000标准从一定程度上可以弥补这些不足。
Hotel industry in China and international conform earlier, compared with other industries, the management of normative and scientific sex is relatively high, especially the National Tourism Bureau in 1987 formulated the Star Hotel and evaluation standards promulgated and implemented marks China's hotel industry enterprises from the traditional to the modern enterprise transformation, conform with international. Star standard roll out be helpful for customer choice, the protection of the consumer rights, strengthen industry management, promote our country hotel quality standard in advance, but with the development of the hotel industry and the international practice of degree deepen, it shows some deficiencies, and the implementation of ISO9000 standards from the certain extent can compensate for these deficiencies.
星级饭店评定标准常常采用阶段性突击检查的方法，更着眼于对最终产品的评价；iso9000则提出过程模式管理的理念，强调将饭店管理职责和权限确定、资源提供、产品实现、测量分析和改进作为过程进行管理，明确各过程管理环节的控制方法和准则。这种过程管理的方法更有利于预防不合格的产生，减少了饭店为弥补不合格服务或产品而需要的补偿费用。另一方面，星级饭店注重的是服务质量和产品以及设施设备的配备情况，但是要达到这个标准必须通过某种管理手段，iso9000就是实现这一目标的有利工具。事实上iso9000标准就改进质量、提高管理而言，和星级评定标准的出发点是相同的，两者的实施可以相辅相成。星级饭店标准的具体要求可以通过实施ISO9000标准，建立系统化和文件化的质量管理体系实现，同时又可做为质量管理的目标之一促进饭店管理的持续改进。
Star Hotel evaluation standards often use stage raids method, more focus on the final product evaluation; ISO9000 process model of management philosophy, stressed that the hotel management responsibilities and authority to determine, provision of resources, product realization measurement, analysis and improvement of management as a process, the process management control method and criterion. The process management method is more conducive to prevent the unqualified production, reducing the hotel to make up for the unqualified product or service without the need of compensation fee. On the other hand, Star Hotel is to pay attention to the quality of service and product and equipment configuration, but to achieve this standard must have some means of management, ISO9000 is to achieve the goal of enabling tools. The fact that ISO9000 standard to improve quality, improve management, and five-star ratings starting point is the same, the implementation can be complementary to each other. Star Hotel standards specific requirements can be through the implementation of ISO9000 standards, and establish a systematic and documented quality management system implementation, but also can be used as quality management is one of the goals of promoting the continuous improvement of hotel management.
可见星级评定与ISO9000标准并不矛盾。现在有很多饭店先实施iso9000以理顺饭店内部管理流程，完善管理机制，再着手于星级评定的工作，能达到事半功倍的效果。
The visible star rating and ISO9000 standards are not contradictory. There are a lot of the hotel after the implementation of ISO9000 to straighten out the internal management processes, improve the management mechanism, and then proceed to the star rating work, can achieve a multiplier effect.
2.ISO9000标准的广泛适用性
2.ISO9000 standard wide applicability
有些饭店会提出：什么样的饭店才适合实施ISO9000标准？尤其是两类饭店：一类是管理基础较差或星级较低的饭店，他们认为iso9000是国际标准，代表的是国际最先进的管理水平，因此不适用；另一类是由外方管理，管理水平较高，制度较完善的饭店，他们认为大部分国际知名饭店都不采用iso9000标准，可能标准对饭店管理水平的提高帮助不大。这两种看法都是业内人士由于对ISO9000标准不了解而产生的误解。事实上标准本身提出适用于各种类型、不同规模和提供不同产品的企业，因此理论上说也应该适用于各种饭店。标准规范的是一种管理要求，而非具体的操作规范。以ISO9001:2000中条款5.4质量目标为例，它要求：“最高管理者应确保在组织的相关职能和层次上建立质量目标，质量目标应包括满足产品要求所需的内容。质量目标应是可测量的，并与质量方针保持一致。”这就给饭店提供了个性发挥的空间，只要制订的质量目标能满足企业目标市场顾客的需要，可测量，就是达到了标准的要求。因此事实上，不同星级饭店所制定的质量目标一定是不同的；不同地区、不同客源的饭店的质量目标也应该是不尽相同的。但共同的是：这些目标经过一定时间的努力可以实现。
Some restaurants will put forward: what kind of restaurant is suitable for implementation of ISO9000 standards? Especially the two hotel : one is the management foundation is weak or star lower Hotel, they think ISO9000 is an international standard, is the representative of the international advanced management level, therefore does not apply; another kind is the foreign management, higher management level, a better system of hotel, they think the most famous international hotel do not use the ISO9000 standard, standard of the hotel may improve the management level of little help. These two views are the industry due to the ISO9000 standard does not understand the misunderstanding. In fact the standard itself presented is applicable to various types, different size and different products of the enterprises, so in theory should be applied to a variety of hotel. Standard is a kind of management requirements, rather than a specific operating rules. With ISO9001: 2000 in terms of 5.4 quality target for example, it asks:" top management shall ensure that the relevant functions and levels within the organization to establish the quality objectives, quality objectives include those needed to meet requirements for product. The quality objectives shall be measurable, and consistent with the quality policy." This gave the hotel provides individual play space, as long as the formulation of the quality objectives to meet the target market and customer needs, can be measured, is to reach the standards. In fact, different Star Hotel developed quality target must be different; different regions, different tourist hotel quality objectives should also be different. But common to these goals is: after a certain period of time and efforts to achieve.
按照ISO9000标准的要求建立并实施一套质量管理体系后既见的成效是饭店建立起了一套可以实际操作、符合饭店实际情况的管理制度，并且这套制度能得到有效执行。就管理基础比较差的饭店而言，策划体系，编制文件的过程同时也是按iso9000给出的管理框架，建立系统的管理制度的过程，因此实施iso9000对这些饭店而言提高管理水平的效果十分明显。
In accordance with the requirements of ISO9000 standard to establish and implement a set of quality management system after seeing the result is the hotel to establish a set of practical, accord with the actual situation of the hotel management system, and this system can be implemented effectively. On the management of the hotel in terms of relatively poor foundation, planning system, document the process is also given according to the ISO9000 management framework, establishes the system management system process, so the implementation of ISO9000 on these hotels to improve the management level of the effect is very obvious.
对于外方管理的饭店实施iso9000同样是必要的。外方管理可以在饭店中输入新的管理方法，在他们的管理过程中可以给饭店带来较好的效益，但如何将这些成熟的管理方法保留在饭店中却成了这些饭店的难题。借助ISO9000标准的实施可以在一定程度上吸收外方管理中的经验和教训，并将其融入饭店的管理制度中，最终形成适合自己的管理模式。
In the management of hotel executive ISO9000 is also necessary. Foreign management in hotel can enter the new management method, in their management process can give the hotel to bring better benefit, but how these mature management method to retain in the hotel became the hotel problem. Using ISO9000 implementation of standards can to a certain extent, absorbing foreign experiences and lessons in management, and their integration into the hotel management system, eventually formed a suitable management mode.
国外的知名饭店，特别是世界著名的饭店管理集团并不积极实施iso9000标准，那是因为这些饭店经过上百年的发展已经形成了比较完善的管理规范和产品质量标准，现有的管理体系比标准所规定的要求更为健全。但是我国饭店业发展的时间比较短，发展的过程相对比较特殊，经历的是引进——模仿的发展道路。在客源充足的情况下，饭店的经济效益能得到保证；但是在面临激烈竞争的现在，饭店的形势就变得十分严峻。迎接入世挑战，我国饭店业急需健全内部管理体系，而借助ISO9000标准来苦练内功是十分有效也是十分必要的。
Foreign well-known hotel, especially the world famous hotel management group is actively implementing the ISO9000 standard, it is because these hotel after hundreds of years' development, has formed a relatively complete management norms and standards of product quality, the existing management system than the standard requirements of the more perfect. But China's hotel industry development time is short, the development process is relatively special, experience is the introduction of -- mimic development road. On the source of adequate conditions, the hotel benefits can be guaranteed; but in the face of intense competition today, the situation is very grim hotel. To meet the challenge of entering WTO, China's hotel industry is badly in need of a sound internal management system, and with the help of ISO9000 standard to obtain is very effective and necessary.
３．实施ISO9000标准的投入产出分析
3 implementation of the ISO9000 standard input-output analysis
要实施iso9000需要多少费用的支出，这是很多饭店目前关心的问题之一。饭店要实施ISO9000标准并通过认证一般需要以下几笔费用：咨询费、认证费以及体系建立过程中为提供各种资源保障而需的费用。一般不超过十万。当然饭店是否需要外聘咨询公司来帮助建立体系完全是根据饭店的实际情况而定，如果饭店中有足以胜任的人员则咨询费用就不必要了。
To implement ISO9000 needs number cost expenditure, which is the concern of many restaurants. The hotel should be carried out through the ISO9000 standards and certification in general requires the following fee: consulting fee, certification fees as well as in the establishing process for providing a variety of resources and costs. Generally no more than one hundred thousand. Of course, the hotel need external consultants to help build system is completely according to the actual circumstances, if the hotel has sufficiently qualified personnel consulting fees is not necessary.
另一个是投入产出的问题。实施iso9000能立即看到的效益并非像实施iso14000标准能节能降耗那样明显，但在管理费用的节约上仍可以产生一定的效果。在上述第一个问题中讲到的预防不合格的最终产品提供给顾客以节约返工、赔偿的费用就是一方面。另一方面，规范了一些管理过程来制约一些原来无法控制的人为因素，保障饭店的利益和产品的质量。以采购为例，标准要求对企业的供方进行评价并分类，根据所需产品对最终产品的影响程度选择供方。浙江省某饭店按标准的要求对供方进行了陆续招标，并采取透明的监督制度，结果在控制采购成本上取得了卓越的成效：仅厨房调料一项就下浮了平均市场价格的13.68%；印刷品下浮率更高达36%。再者，按照文件和制度的规定实施管理和进行操作可以减少饭店现有的重复劳动，提高工作效率，让最高管理层有更多的时间考虑如何改进企业的经营，获得更大的效益。除此之外，实施ISO9000标准，通过质量管理体系认证必然能带给饭店一些品牌效应，这也是实施iso9000后给饭店带来的无形资产的增值。
The other is a input-output problem. The implementation of ISO9000 can immediately see the benefit is not like ISO14000 implementation can saving energy and reducing consumption as obvious, but in the management of cost saving can still have a certain effect. In the first question referred to the prevention of failure of the final product to customer in order to save the rework, damages for the cost of one hand. On the other hand, specification of a number of management process to restrict some original uncontrollable man-made factors, security Hotel interests and the quality of the products. To purchase as the example, standard requirements for the supplier evaluation and classification, according to a desired product to the final product influence degree of supplier. Zhejiang Province Hotel according to the standards of suppliers for the succession of bidding, and adopt the transparent supervision system, the results in the control of purchasing cost and achieved remarkable results: only kitchen seasoning a downward float average market price 13.68%; printed matter float higher rates of up to 36%. Furthermore, in accordance with the documents and regulations implementation management and operation can reduce the hotel existing repeat labor, improve working efficiency, make top management have more time to think about how to improve the management of the enterprise, to obtain greater benefits. In addition, the implementation of ISO9000 standard, through quality management system certification is bound to bring the hotel some brand effect, this is also after the implementation of ISO9000 to the hotel to bring the value of intangible assets.