ISO9000质量认证标准八项质量管理原则在人才服务中的应用
The ISO9000 quality certification standards of eight quality management principle in the application of personnel services
面对国内外人才竞争的严峻形势，中国人才服务行业急需提高服务质量和水平，尽快采用一种统一的、科学的、有效的质量管理标准。本文通过分析ISO9000标准八项质量管理原则在人才服务中的应用，阐明人才服务行业推行ISO9000标准的必要性。
In the face of domestic and international talent competition situation of Chinese service industry is badly in need of talent, improve service quality and level, as soon as possible to adopt a unified, scientific, effective quality management standard. This article through the analysis of ISO9000 standard eight quality management principle in the talent service application, clarify talent services industry to carry out the necessity of ISO9000 standard.
　　一、人才服务行业在激烈的竞争中急需提高服务质量水平
One, talent services industry in the fierce competition in the urgent need to improve the service quality level
　　从当今世界各国经济社会发展的趋势看，资本竞争逐步被科技竞争所替代。在科技竞争的背后，实际上是人才资源的竞争。从20世纪后期以来，国际间的人才竞争日益激烈，这种竞争的加剧，是由于当代经济正在转化为以知识经济为核心的新经济。人人都清楚，经济增长的成功者正是人才竞争的胜利者。人才争夺的“世界大战”形势，对于我国人才资源开发，特别是优秀科技人才的培养和使用提出了严峻的挑战。进一步搞好人才资源的开发、利用和管理，是完成二十一世纪中叶我国经济社会发展战略任务的重要措施。
In today's world economic and social development trend, capital competition is gradually replaced by competition of science and technology. In the competition of science and technology behind, is actually the competition of human resource. From the late twentieth Century since, international talent competition is increasingly intense, the competitive aggravate, is due to contemporary economy is being transformed into knowledge economy as the core of the new economy. It is clear to everyone, the economic growth success is talent competition winner. The talent of" World War" situation, for the development of China's human resources, especially the outstanding scientific and technological personnel training and the use of challenge. Further do well the human resources the development, utilization and management, is completed by the middle of the twenty-first Century China's economic and social development of the important strategic task measures.
　　改革开放以来，中国人才服务行业在人才资源市场配置中发挥了极其重要的作用，在我国经济发展中取得了巨大成就。然而面对当前这场没有硝烟但愈演愈烈的人才大战，我国人才服务行业更是肩负重任。要生存、发展并参与到这场竞争之中，就必须尽快与国际用人制度接轨，不断提高服务质量和水平，这是根本出路，更是当务之急。
Since reforming and opening, Chinese talent services industry in the talent resource market configuration plays a very important role, in the economic development of our country has made great achievements. However, in the face of the current that does not have smoke of gunpowder but fierce war for talent, talent of our country service industry is the important task of bear. To survive, develop and participate in the competition, must as soon as possible with the international system for practice, and constantly improve service quality and level, it is the fundamental way out, it is a pressing matter of the moment.
　　二、人才服务行业推行ISO9000标准的适宜性和必要性
Two, talent service industry to carry out the standard ISO9000 appropriateness and necessity
　　20多年来，我国人才服务行业蓬勃发展，服务范围越来越广，服务层次越来越高，服务手段越来越多。但从另一方面看，随着商品市场成为买方市场，人才服务机构日益增多，竞争也日趋激烈。据2004年北京人才行业协会统计，仅北京地区的人才服务机构就有226家之多。这些人才服务机构规模不等、良莠不齐，他们的服务质量和水平是好是坏，怎样评价？为保证和提高服务质量水平，必须做好哪些工作和怎样做好这些工作？目前尚无一个统一的衡量标准。质量是组织的生命，更是组织竞争的焦点，人才服务行业尽快推行一种统一的、有效的、科学的质量管理标准，已成为当前最紧迫，最急需的头等大事。
Over the past 20 years, our country talent service industry to flourish, the service range is wider and wider, the service level is higher and higher, the service means more and more. But from look on the other hand, along with the commodity market has become a buyer's market, personnel service agencies increasingly grow in quantity, competition is intense with each passing day. According to the 2004 Beijing talent guild statistic, only Beijing area talent serves an orgnaization to have as many as 226. These personnel service agencies ranging in scale, uneven, some good and some bad, their quality and level of service is good is bad, how to evaluate? To guarantee and improve the service quality level, must do what work and how to do the work? There is no a unified measure. Quality is life, the organization is more the focus of the competition, talent service industry as soon as possible to carry out a unified, efficient, scientific quality management standard, has become the most urgent, the most urgent priority.
　　现在，国际上已经有了质量管理的统一标准-ISO9000。ISO即“国际标准化组织”的英文简称，ISO9000就是国际标准化组织制订的关于质量管理的系列标准。由于该标准的科学性、有效性，自颁布以来，受到世界各国的欢迎，在世界掀起了“ISO9000热”。其实施领域也从工业扩展到服务业，以及机关、团体及公益机构等各行各业。九十年代中期以来，ISO9000的推行应用在我国也取得了飞速发展。据“中国认证机构国家认可委员会”秘书处于2004年6月30日在《中国质量认证》发布的信息：截止到2004年6月30日，全国获得质量管理体系认证证书116831份；按所在地域统计，跨越全国31个省、市、自治区和香港、澳门两个行政特区；按产品所属专业范围统计，覆盖全国39个专业。其中服务业获得认证证书17845份。大量的实例证明，ISO9000是迄今为止所有质量管理标准中最科学最有效的标准。特别应当指出的是，ISO9000的两个基本指导思想：一是以顾客为中心，二是持续改进，恰恰与我们人才服务的质量要求相吻合。因此，在人才服务行业推行ISO9000标准十分适宜也非常必要。特别是我国加入WTO后，更直接面临国际市场的竞争，人才市场也将是全球性的竞争。推行ISO9000系列标准不仅是组织在质量管理方面实现与国际接轨的有效途径，而且还可以清除在国际交往中由于标准不统一而造成的种种障碍。
Now, the world has been quality management standard ISO9000. ISO is the" International Organization for standardization" English abbreviation, ISO9000 is the international standardization organizations about quality management standard. Since the standard of scientific sex, validity, since the promulgation by the countries all over the world, welcome, in the world off the " ISO9000 fever". In fact, areas from industrial expansion to service industry, as well as organs, groups and public service industries. Since ninety time metaphase, ISO9000 was carried out in our country has made rapid development. According to the" China National Accreditation Board for certification body" secretary in June 30, 2004 in the" China Quality Certification" release information: by the end of June 30, 2004, the national quality management system certification in 116831; according to the geographical statistics, across 31 provinces, city, autonomous region and Hongkong, Macao two special administrative region; according to the product belongs to professional statistical, coverage of the 39 major. Which service certification certificate in 17845 copies. A large number of examples prove that, ISO9000 is by far all quality management standards in the most scientific and effective standard. In particular it should be noted that, ISO9000 two basic guiding ideology : one is to take the customer as the center, two is continuous improvement, just with our talent service quality requirements match. Therefore, in the talent service industry to carry out the ISO9000 standard is suitable for very necessary. Especially after our country joins WTO, more directly facing the competition of the international market, the talent market will also be the global competition. The implementation of ISO9000 series standard is not only the organization in terms of quality management implementation and international conform effectively, but also can be cleared in international exchanges since the standard is not unified and cause a variety of obstacles.
　　三、解析ISO9000标准八项质量管理原则在人才服务中的应用
Three, analysis of the ISO9000 eight quality management principle in the application of personnel services
　　八项质量管理原则是国际标准化组织技术委员会征集了当代世界上最有影响的一批质量管理专家的意见后，科学地总结了世界各国多年来理论研究的成果和实践经验形成的。这些原则不仅体现了质量管理的最普遍、最通用的基本规律，也适用于组织的全部管理，为进一步提高组织质量管理的科学性乃至全部管理的科学性创造了条件。
The eight quality management principles is the international organization for Standardization Technical Committee for the contemporary world's most influential one batch quality management expert opinion, scientific summary of all the countries in the world for many years research and practice experience form. These principles are not only embodies the quality management, the most common common basic law, also applies to all organizational management, to further improve the organization's quality management science and all the science of management to create the conditions.
　　2000版ISO9000标准的八项质量管理原则作为质量管理的理念和原则及应遵循的基本规律，同样适用于人才服务行业。
The 2000 edition of the ISO9000 standard eight principles of quality management as quality management concepts and principles and should follow the basic law, also applies to the talent service industry.
　　1、以顾客为关注焦点。
1, customer focus.
　　组织依存于顾客，因此，组织应当理解顾客当前和未来的需求，满足顾客要求并争取超越顾客期望。
Organizations depend on their customers and, therefore, the organization should understand current and future customer needs, meet customer requirements and strive to exceed customer expectations.
　　组织：即公司、集团、研究机构等企事业单位的通称。顾客：即接受产品的组织或个人。
Organization: company, group, research institutions and other enterprises and institutions known as. Customer: organization or person that receives a product.
　　顾客是组织存在的基础，组织应把顾客的要求放在第一位。因此，组织要明确谁是自己的顾客，调查顾客的需要是什么，研究怎样满足顾客的需要。
The customer is the basis of the existence of organizations, the organization shall put the customer's requirements in the first place. Therefore, the organization should make clear who are their customers, customer needs is what investigation, study how to meet the needs of customers.
　　人才服务的顾客与一般组织不同，它包括“人才+需求者”两个方面，其产品就是服务。
Talent service customers and the general organization of different, it includes" talent + needs" two aspects, its product is service.
　　人才市场和其他市场一样，组织的存在和发展完全取决于顾客的满意和信任。组织失去了顾客，也就丧失了一切，包括市场的占有份额、自身的生存和发展等。因此，组织应该做到：
Talent market and other markets, organization's existence and development depends on customer satisfaction and trust. Tissue loss of the customer, will lose everything, including market share, its own survival and development. Therefore, the organization should do:
　　(1)识别、理解和全面掌握顾客的要求和期望(当今和未来的)，并将这些期望、需求转化为我们的服务特性，体现在我们的服务之中，要使自己的服务目标与顾客的要求相吻合。
( 1) recognition, understanding and comprehensive grasp of customer demands and expectations ( present and future ), and these expectations, requirements into our service characteristics, reflected in our services, to make their service goals correspond with the customer requirements.
　　(2)确保顾客的需求和期望在整个组织中得到沟通，使各级领导和全体员工都能了解顾客需求的内容、细节和变化。
( 2) to ensure that customer needs and expectations in the entire organization is communicated, make leaders of all levels and all staff can understand customer demand content, detail and change.
　　(3)要对顾客的满意程度进行系统测量和有计划的监视，发现不满意时，立即采取改进措施，以满足顾客要求，争取超过顾客的期望。
( 3) to the customer satisfaction degree measurement system and a planned surveillance, found unsatisfactory, to take immediate measures to improve, to meet customer requirements, exceed customer expectations.
　　(4)处理好与顾客的关系，这里的顾客既指外部的顾客，即产品的使用者，也指组织内部前一个过程输出的部门、岗位和个人，同时，还有潜在的顾客，即顾客的顾客，顾客的顾客的顾客。
( 4) deal with the customer relationship, here the customer refers both to external customers, product users, also refers to the organization inside a process before output department, post and individual, at the same time, there is a potential customer, that customer's customer, customer customer customer.
　　笔者认为，作为人才服务机构，遵循这一原则的关键和难点就在识别和理解顾客需求上。因为我们的顾客是“人才+需求者”两个方面，而这两者的需求在市场中又显现出经常性变化的特点和人性化的个性，与一般组织以单一的或相对稳定的产品质量满足顾客需求有很大的不同。因此，要做到始终关注顾客要求并及时加以满足，就必须全面、系统、科学地调查、分析、研究顾客不断变化的需求及其变化规律，千方百计地采取改进措施，做出快速灵活的反应，使组织及时抓住市场机遇，才能使自己的产品即服务处于市场的领先地位。
The author thinks, as personnel service agencies, to follow the principle of the key and the difficulty in recognizing and understanding of customer needs. Because our customers are" talent + demand" in two aspects, which both the demand in the market is showing regular variation characteristics and human personality, and the general organization to single or relatively stable product quality to meet customer needs are very different. Therefore, to do always pay attention to customer requirements and timely to meet, have comprehensive, system, scientific investigation, analysis, studies the changing needs of customers and its change rule, make every attempt to take measures for improvement, react quickly and flexibly, so that the organization timely seize market opportunity, to make their products or services in the market leading position.
　　2、领导作用。
In 2, a leadership role.
　　领导者确定组织的宗旨及方向。他们应当创造并保持员工能充分参与实现组织目标的内部环境。
Leaders define the organization's purpose and direction. They should create and maintain the employees can fully involved in achieving the organization's objectives internal environment.
　　一个组织的领导者，即最高管理者是“在最高层指挥和控制组织的一个人或一组人”。最高管理者要想指挥和控制好一个组织，必须做好确定方向、策划未来、激励员工、协调活动、提供必要的资源和营造一个良好的内部环境等工作。在领导方式上，最高管理者还要做到透明、务实和以身作则。这一原则的应用，人才服务行业与其他组织没有大的差异。“最高管理者”对组织的管理，在质量领域就是“质量管理”。其目的就是使产品(服务)能让顾客满意，具有较高的市场占有率，并给组织带来经济利益和社会效益。“最高管理者”的管理包括许多方面，我们用管理概念图表示其相关的彼此协调的活动：
The leader of an organization, namely the top manager is" at the top of the command and control organization of an individual or a group of people". Top management to command and control a organization, must do a good job of determining the direction, planning for the future, motivating employees, coordinate activities, providing the necessary resources and create a good internal environment etc.. Leadership style, top management should be transparent, pragmatic and make oneself an example. The application of this principle, talent services industry and other organizations do not have large differences. " Top management" to the management of the organization, in the quality field is" quality management". Its purpose is to make the product ( service ) to make customer satisfaction, has a high market share, and will bring economic benefits and social benefits. " Top management" management includes many aspects, we use the management concept graph representation of its associated each other to coordinate activities:
　　3、全员参与。
3, full participation.
　　各级人员是组织之本，只有他们的充分参与，才能使其才干得到充分施展，为组织带来收益。
People at all levels are the only organization, their full participation, ability makes its can obtain the full display, for the organization's benefit.
　　员工是组织的基础。组织的质量管理不仅需要最高管理者的正确领导，还有赖于全体员工的参与。这一原则对人才服务行业尤为重要。人才服务行业的各级员工，有80%要直面市场、亲对顾客，所以不仅要对员工进行质量意识、职业道德、以顾客为中心的意识和敬业精神的教育，激发他们的积极性和责任感；使员工渴望参与持续改进并主动积极地寻找改进的机会，使“全员参与”体现到每一个人、每一天、每一件事上。为实施本原则，组织采取的主要措施有：
Employees are organized based. The organization's quality management not only requires top management leadership, but also depends on the participation of all staff. This principle of talent services industry is particularly important. Talent service industry at all levels of staff, there are 80% to face the market, close to customers, so should not only on the quality of staff awareness, occupation morals, to customers as the center of the awareness and professionalism education, stimulate their enthusiasm and sense of responsibility; make employees to participate in continuous improvement and actively seek opportunities for improvement the" full participation", reflected in every person, every day, every thing. For the implementation of this principle, the organization has taken major initiatives:
　　(1)对员工进行职业道德教育，使员工了解他们贡献的重要性和在组织中的作用。
( 1) on the staff of occupation moral education, so that employees understand their contribution to the importance and the role in the organization.
　　(2)对员工进行有计划的培训，使员工具备足够的知识、技能，胜任工作，实现充分参与。
( 2) on the staff of a planned training, so that employees have the knowledge, skills, work, to achieve full participation.
　　(3)教育员工识别影响他们工作的制约条件，使他们能在一定的制约条件下取得最好的效果。
( 3) education of staff identification influence their work constraints, so that they can in certain restrictive conditions to achieve the best effect.
　　(4)在解决问题时，应让员工自己做主并承担解决问题的责任。
( 4) in the problem solving, should let the staff themselves and take responsibility for solving the problem.
　　(5)应把组织的总目标分解到职能部门和层次，让员工看到更贴近自己的目标，激励员工为实现目标而努力，并评价他们的业绩。
( 5) the organization's overall goal decomposition into functional departments and levels, allowing employees to see closer to their goals, encourage employees to achieve those goals, and to evaluate their performance.
　　(6)启发员工努力提高自己的能力、知识和经验，使员工积极地投身于个人的成长和发展，从而为组织带来收益。
( 6) inspired the staff strive to improve their skills, knowledge and experience, make people actively involved in personal growth and development, and for the organization's benefit.
　　(7)在组织内部，应提倡分享改进成功后的愉悦。
( 7) within the organization, should advocate sharing improvement after successful pleasure.
　　总之，全员参与就是要“确保员工意识到的从事活动的相关性和重要性，以及如何为实现质量目标做出贡献”。
In short, full participation is to" ensure that employees are aware of the relevance and importance of their activities, and how to realize the quality goals".
　　4、过程方法。
4, process method.
　　将活动和相关的资源作为过程进行管理，可以更高效地得到期望的结果。
The activities and related resources are managed as a process, which can efficiently achieve the desired result.
　　在ISO9000标准中，关于过程的定义是：一组将输入转化为输出的相互关联或相互作用的活动。
In the ISO9000 standard, the process definition is: a set of input into output of interrelated or interacting activities.
　　该过程包括三个要素：输入、输出和活动。任何利用“资源”并通过管理，将输入转化为输出的活动，均可视为过程，一切工作都是通过过程完成的。资源是过程得以实施的主要条件，包括在输入中，也必然出现在活动和输出中。程序是实施过程采用的方法，可以是文件，也可以不是文件，对整个过程进行监视和测量。
The process includes three elements: input, output and activity. Any use of" resources" and through management, the transformation of inputs into outputs activities, can be regarded as a process, and all work is completed through the process. Resource is the process to be implemented the main conditions, are included in the input, will also appear in the activity and output. A program was implemented process methods, can be a file, also can not file, the whole process monitoring and measuring.
　　人才服务以顾客的需求和期望为输入，将提供给顾客的“服务”为输出，通过信息反馈来测量顾客满意度，评价过程控制的有效性。
Personnel services to customer needs and expectations for the input, will provide customers with" service" as the output, through the information feedback to measure customer satisfaction, evaluation of effectiveness of process control.
　　系统地识别和管理组织所应用的过程，特别是这些过程之间的相互作用，就是“过程方法”。对于人才服务而言，过程方法就是将人才服务的所有活动和相关资源作为过程引进管理，包括：识别过程、确定过程、控制过程。对与服务有关的过程--管理职责、资源管理、产品实现、测量分析和改进全面实施控制。过程方法遵循和体现了PDCA传统管理的模式，即P：策划，D：实施，C：检查，A：改进，循环提升。
The systematic identification and management of the application process, particularly the interactions between these processes, is the " process approach". For personnel services, process method is to service personnel in all activities and related resources as process management, including: the recognition process, determine the process, control process. The associated with the service process, management responsibility, resource management, product realization, measurement analysis and improvement of full implementation of control. Process method to follow and reflects the PDCA traditional management mode, namely P: planning, implementation, D: C: A: check, improve, improve circulation.
　　由于采用了过程方法，可以通过有效的使用资源，使组织具有降低成本并缩短周期的能力；由于对过程管理的各要素进行了管理和控制，可以减少和消除服务中出现偏差、失误，获得改进的、一致的和预测的结果；由于采用了过程方法，可集中注意每个过程可以改进的机会，并按其影响大小和优先次序进行改进。过程方法就是通过这样持续改进的动态循环使组织的总体业绩得到显著的提高，从而达到顾客满意。
Due to the adoption of a process approach, through the effective use of resources, so that the organization can reduce the cost and shorten the cycle of process management ability; due to the various elements of the management and control, can reduce and eliminate service deviation, error, obtain improved, consistent and predicted results; due to the adoption of a process approach, can be focused attention on each process may improve the chances of, and in accordance with the effects of size and priorities for improvement. Process method is through this continuous improvement dynamic cycle so that the organization's overall performance was significantly improved, so as to achieve customer satisfaction.
　　实施本原则需采取的措施：
The implementation of the principle of the measures to be taken:
　　(1)为管理关键活动规定明确的职责、权利。
( 1) for managing key activities with clear responsibilities, rights.
　　(2)明确各项活动的条件和目标，确定工作流程。
( 2) all the activities of the conditions and objectives, determine the workflow.
　　(3)了解并测量各个过程并对其进行有效控制。
( 3 ) understanding and measurement of the process and its control.
　　(4)分析各个过程存在的问题。
( 4) analysis of the various problems existing in the course of.
　　(5)保证各个过程的资源，关注瓶颈环节，不断优化过程。
( 5 ) to ensure that all the resource bottleneck, attention, constantly optimize the process.
　　5、管理的系统方法。
5, a systems approach to management.
　　将相互关联的过程作为系统加以识别、理解和管理，有助于组织提高实现目标的有效性和效率。
The interrelated processes as a system to identify, understand and manage, help the organization to improve the effectiveness and efficiency to achieve goals.
　　“系统”是相互关联或相互作用的一组要素。
" System" are interconnected or interactions of a group of elements.
　　系统的主要要素之一就是过程，这些过程是相互关联和相互作用的，每个过程又会在不同程度上影响着产品质量。要能够对各个过程系统地实施控制，确保组织预定目标的实现，就需要建立质量管理体系，运用体系管理的方法，系统地实施对各个过程的控制，这样才能有效地使产品(服务)质量满足顾客需求和期望。
One of the main elements of system is the process, these processes are interrelated and interacting, each process will also influence the product quality. To be able to control every process, to ensure that the organization of a predetermined goal, we need to establish a quality management system, management method, system implementation of the process control, so as to effectively make the product ( service ) quality to meet customer needs and expectations.
　　管理的系统方法有助于组织提高实现目标的有效性和效率，其原因在于：
System approach to management can help organizations to improve the effectiveness and efficiency of the realization of objectives, the reason is that:
　　(1)全局性：系统方法需要从整体上思考问题。
( 1) global sex : a systems approach to from a whole perspective.
　　(2)关联性：系统方法要识别过程间的相互关联关系。
( 2) relevance : a systems approach to identify the relationship between process.
　　(3)最优性：作为一个整体就要追求体系的最优化，要对复杂的过程进行协调、优选，从实现最终目标的角度确定系统。
( 3): optimality as a whole to the pursuit of system optimization, to the complex process of coordination, preferably, from achieving the ultimate goal of system.
　　(4)综合性：系统不是过程的简单相加，系统要综合组织结构、过程、程序、资源等多个要素，一个科学合理的系统的作用总是大于各部门作用的总和。
( 4) Omnibus: system is not the simple addition of the system to process, comprehensive organizational structure, process, procedure, resources and other factors, a scientific and rational system of action is always greater than the sum of the effect of each department.
　　6、持续改进。
6, continuous improvement.
　　持续改进总体业绩应当是组织的一个永恒目标。
Continuous improvement of overall performance should be a permanent objective of the organisation.
　　所谓持续改进就是“增强满足要求的能力的循环活动”。持续改进应包括：了解现状，建立目标，寻找、评价和实施解决方法，测量、验证和分析结果，把更改纳入文件等活动。
The so-called" continuous improvement is to increase the ability to fulfill requirements of circulation activities". Continuous improvement should include: understanding the current situation, establish the target, search, evaluate and implement solutions, measurement, verification and analysis results, the change into the document and other activities.
　　就人才服务行业来说，为了改进组织的整体业绩，就应当不断改进服务质量水平，提高质量管理体系及过程的
Talent service sector, in order to improve overall organizational performance, it should continue to improve the quality of service levels, improve the quality management system and process