ISO9000质量认证标准在外贸行业的应用
The ISO9000 quality certification standards in foreign trade and industry application
一、 管理职责
One, management responsibility
　　(一)、标准条款
( a ), standard terms
　　3.1管理职责
3.1 management responsibility
　　3．1．1质量方针
3.1.1 quality policy
　　负有执行职责的供方管理者，应规定质量方针，包括质量目标和对质量的承诺，并形成文件。质量方针应体现供方的组织目标以及顾客的期望和需求。供方向确保其各级人员都理解质量方针、并贯彻执行。
Executive responsibility of supplier management, should stipulate the quality policy, quality objectives and commitment to quality, and document. The quality policy should reflect the organizational goals and customer expectations and needs. For the direction to ensure all staff at all levels to understand the quality policy, and implement.
　　3．1．2组织
The 3.1.2 organization
　　3．1．2．1职责和权限
3.1.2.1 responsibility and authority
　　对从事与质量有关的管理、执行和验证工作的人员，特别对需要独立行使权力开展以下工作的人员、应规定其职责、权限和相互关系，并形成文件
In quality management, execution and verification work of the staff, especially the need to exercise independent power to carry out the following staff, should provide its responsibilities, authorities and relationships, and document
　　a)采取措施，防止出现与产品、过程和质量体系有关的不合格；
A ) measures, prevent the emergence of product, process and quality system related to the unqualified;
　　b)确认和记录与产品、过程和质量体系有关的问题；
B ) recognized and recorded with the product, process and quality system related issues;
　　c)通过规定的渠道、采取、推荐或提出解决办法；
C ) through the channel, take, recommend or provide solutions;
　　d)验证解决办法的实施效果；
D ) validation solution implementation effect;
　　e)控制不合格品的进一步加工、交付或安装，直到缺陷或不满足要求的情况得到纠正。
E ) control of nonconforming products further processing, delivery or installation, until the defects or not to meet the requirements of the situation is to be corrected.
　　3．1．2．2资源
3.1.2.2 resources
　　对管理、执行人作和验证活动(也括内部质量审核)，供方应确定资源要求并提供充分的资源，包括委派经过培训的人员。
On the management, implementation and validation activities ( including internal quality audit ), supplier shall determine resource requirements and provide adequate resources, including the assignment of trained personnel.
　　3．1．2．3管理者代表
3.1.2.3 management representative
　　负有执行职责的供方管理者，应在自己的管理层中指定一名成员为管理者代表， 不论其在其他方面职责如何，应明确权限，以便：
Executive responsibility of supplier management, should be in their own management appoints a member to the management representative, irrespective of other responsibilities, should make clear the rights, so that:
　　a)确保按照本标准要求建立、实施和保持质量体系；
A ) in accordance with the standards require the establishment, implement and maintain the quality system;
　　b)向供方管理者报告质量体系的运行情况，以供评审和作为质量体系改进的基础。
B ) to the supplier management report of quality system operation, for review and as a basis for the improvement of quality system.
　　注：管理者代表的职责还可包括就供方质量体系有关事宜与外部各方的联络工作。
Note: the responsibility of a management representative may also include supplier quality system matters relating to liaison with external parties.
　　3．1．3管理评审
3.1.3 management review
　　负有执行职责的供方管理者，应按规定的时间间隔对质量体系进行评审、确保持续的适宜性和有效性，以满足本标准的要求和供方规定的质量方针和目标。评审记录应予以保存。
Executive responsibility of supplier management, should be in accordance with the provisions of the time interval for the quality system review, to ensure its continuing suitability and effectiveness, in order to meet the requirements of this international standard and to the provisions of the quality policy and quality objectives. Records shall be maintained.
　　(二)、理解要点
( two), understanding the essentials
　　l、 公司最高管理者应制定质量方针，并以书面文件形式颁布，向公司所有员工和顾客以及其他受益者表示其对服务质量的决心，客户可以据此来评价和审核质量方针是否确实得到有效实施。
L, the company's top management shall establish the quality policy, and to the written document issued to the company, all employees and customers as well as other beneficiaries that the determination of quality of service, customers can provide evaluation and audit quality is really effective implementation.
　　质量方针的内容应确保：
Quality policy content should ensure that:
－－符合公司经营的性质规模及范围；
In line with the company to operate the nature of scale and scope;
－－公司的质量追求和质量宗旨；
Company pursuit of quality and quality of purpose;
－－为建立质量目标提供一个框架；
For the establishment of quality objectives to provide a framework for;
－－形成文件为全体员工所理解并实施。
Form a file for all employees understand and implement.
　　质量目标是质量方针内容的具体化，应将外贸服务质量的关键因素，如：合同履行率，客户满意率，客户投诉率，客户索赔率，服务差错率，不合格纠正率等方面所做的承诺形成文件。目标应切实可行，在短期内(一至二年)经全体员工努力可达到，还须便于检查。
Quality objectives quality policy contents of foreign trade, the critical factors of service quality, such as: the contract rate, customer satisfaction rate, rate of customer complaints, customer claim rates, service error rate, unqualified rate of correction and commitments document. The objective should be practical, in the short term ( one to two years) after the efforts of all staff can reach, to facilitate inspection.
　　2、 应对影响外贸服务质量的所有人员明确规定一般和专门的职责
2, coping with the impact of foreign trade on service quality of all personnel clear provisions of general and specialized duties
　　和权限和相互关系，可通过组织机构图，职能分配表和各层次岗位职责来描述，对一些关键岗位人员，如：服务质量的验证、管理人员，内部质量审核人员，单证、贸易、洽谈等人员除强调正常的职责外，还应强调其满足该岗位所需的知识与经验，以及其工作汇报的途径。
And the authority and the mutual relations, through the organization chart, function allocation table and various levels of responsibility to describe, for a number of key staff positions, such as: validation of a quality of service, management, internal quality audit personnel, documents, trade, negotiate and other personnel in addition to emphasize normal duty, should also be emphasized its meet the post needed knowledge and experience, as well as its work report way.
　　资源应考虑以下几个方面：
Resources should consider the following aspects:
(l)人力资源和专业技能；
( L ) human resources and professional skills;
(2)各种设施、设备；
( 2) a variety of facilities, equipment;
(3)作业和技术文件；
( 3) operation and technical documents;
(4)资金；
( 4) capital;
(5)宽松的工作环境。
( 5) a relaxed working environment.
　　管理者代表是公司最高管理者在质量体系的建立、实施和保持实际操作方面的全权代表，最好在认证准备阶段就明确委任。
The management representative is the top management of the company in the quality system is established, implemented and maintained in the actual operation of the plenipotentiary, preferably in the certification preparation stage clear appointment.
　　3、 由于外贸行业内外部环境的不断变化，如：国际金融风波的影响，国内外市场的变化，顾客期望的更变，公司内部组织机构的变化以及所采用的有关标准的修改等，应特别强调服务质量改进的必要性和机会。在管理评审中应确保有关信息的来源；( l)有关外贸服务业绩的分析结果；(2)体系执行情况的检查．)(3)内部质量审核的结果；(4)客户投诉；(5)社会、市场、环境及客户期望方面的变化。对管理评审的周期(频次)是否适当也要一般间隔不要超过12个月，体系运行初期这种间隔还应缩短。
3, the foreign trade industry and external environment changing, such as: the international financial crisis, the change of domestic and international market, customer expectations is more variable, internal organizational changes as well as the relevant standards and other changes, particular emphasis should be placed on service quality improvement necessity and opportunity. In the management review shall ensure that relevant information sources; ( L ) the relevant foreign trade service performance analysis results; ( 2) the implementation of the examination system. ) ( 3) of the internal quality audit results; ( 4) the customer complaints; ( 5) society, market, environment and customer expectations in terms of change. Management review cycle ( frequency ) is appropriate to the general interval of not more than 12 months, during the early operation of the system also should shorten the interval.
　　二、质量体系
Two, quality system
　　(一)、标准条款：
( a ), standard terms:
　　3．2质量体系
3.2 quality system
　　3．2．1总则
3.2.1 general
　　供方应建立质量体系、形成文件并加以保持。作为确保产品符合规定要求的一种手段。供方应编制覆益本标准要求的质量手册。质量手册应包括或引用质量体系程序，并概述质量体系文件的结构。
The supplier shall establish the quality system, documented and maintained. To ensure that the product conforms to specified requirements as a means of. The supplier shall prepare overlying the benefits of the standard requirements of the quality manual. Quality manual shall include or reference quality system program, and an overview of quality system document structure.
　　注：ISO10013提供了质量手册的编制指内。
Note: ISO10013 provides quality manual preparation to inside.
　　3．3．2质量体系程序
The 3.3.2 quality system procedures
　　供方应：
The supplier shall:
　　a)编制与本标准要求和供方规定的质量方针相一致的形成文件的程序；
Preparation of a ) and the requirements of this standard and the supplier provides quality consistent with the documented procedures;
　　b)有效地实施质量体系及其形成文件的程序;
B ) and effective implementation of quality system and documented procedures;
　　基于本标准的目的、作为质量体系一部分的质量体系程序、其范围和详略程度应取决于工作的复杂程度、所用的方法、以及开展这项活动涉及的人员所需的技能和培训.
Based on the purpose of this standard, as part of a quality system quality system procedure, its scope and detail should depend on the complexity of the work, the methods used, and the activity involved the required skills and training.
　　注：形成文件的程序可以引用规定某项活动如何进行的作业指导书。
Note: the documented procedures can reference provides an activity how to carry out work instructions.
　　3．2．3质量策划 ．
3.2.3 quality planning.
　　供方应对如何满足质量要求作出规定、并形成文件。质量策划应与供方质量体系的所有其他要求相一致，并形成适于供方操作的文件，为满足产品、项目或合同规定的要求、供方应适当考虑下述活动：
The supplier shall make provisions to meet the quality requirements, and document. Quality plan and supplier quality management system for all other requirements are consistent, and the formation of suitable for the operation of the document, in order to meet the product, project or contract requirements, the supplier should be appropriate to consider the following activities:
　　a)编制质量计划；
A ) prepare quality plan;
　　b)确定和配备必要的控制于段、过程、设备(也括检验和试验设备)、工艺装备、资源和技能、以达到所要求的质量；
B ) identify and equipped with the necessary control section, process, equipment ( including inspection and test equipment ), process equipment, resources and skills, in order to achieve the required quality;
　　C)确保设计、生产过程、安装、服务、检验和试验程序和有关文件的相容性；
C ) to ensure that the design, production, installation, service, inspection and test procedures and documents relating to the compatibility;
　　d)必要时，更新质量控制、检验和试验技术，包括研制新的测试设备；
D ) when necessary, update of quality control, inspection and testing techniques, including the development of new test equipment;
　　e)确定所有测量要求，包括超出现有水平、但在足够时限内能外发的测量能力；
E ) identify all measurement requirements, including beyond the current level, but in sufficient time to outward measurement capability;
　　f)确定在产品形成适当阶段的合适的验证；
F ) identified in the product form the appropriate phase of the appropriate validation;
　　g)对所有特性和要求、包括含有主观因素的特性和要求，明确接收标准；
G ) on all the characteristics and requirements, including the subjective characteristics and requirements, a clear acceptance criteria;
　　h)确定和准备质量记录。
H ) to identify and prepare quality records.
　　注：3．2．3a)提及的质量计划可以采取引用相应的形成文件的程序的方式，这些程序构成供方质量体系的一个部分，
Note: 3.2.3a ) reference to the quality plan can be taken to refer to the documented procedures, these procedures constitute part of a supplier's quality system,
　　(二)、理解与应用要点：
( two), understanding and application of:
　　建立质量体系在外贸公司的体现是建立一套文件化的质量体系，建立体系文件，就是将公司组织机构，各个环节、资源等方面形成文件，作为质量活动的依据。这样，可使公司的各项质量活动有法可依，有章可循，把行之有效的管理方法制度化、法规化。
The establishment of quality system in foreign trade companies is to establish a documented quality system, establish the system file, is the company organization, links, resources and other aspects of the formation of the file, as a quality activity basis. In this way, can make the company the quality of activities according to the law, rule-based, the effective management method, system of rules.
　　1、 质量手册
1, quality manual
　　质量手册至少应涉及下述内容：
Quality manual should be at least to the following contents:
　　质量方针；
Quality policy;
　　组织机构、质量职责及其相互关系；
Organizational structure, responsibilities and relationship quality;
　　各体系要素的基本控制程序；
The system of basic control program;
　　手册的评审，修改和控制的管理办法。
Manual review, modify and control management measures.
　　2、 质量体系程序
2, quality system procedures
　　体系程序是为完成各项质量活动所规定的途径，是支持质量手册的文件，也是质量体系中对哪些影响质量的活动进行全面策划和管理的基本文件。
System program for completion of the quality of the activities under way, is to support quality manual files is also a quality system, in which affect the quality of the activities carried out a comprehensive planning and management of the basic documents.
　　程序应包含相应质量体系标准中所有适用的要素实施所涉及到的各职能部门活动。应阐明影响质量的哪些管理、执行和评审人员的职责、权限和相互关系，说明实施各种不同活动的方式，将采用的文件和控制的方法。
The program should include the corresponding quality system standards implementation in all applicable elements to each function branch activities. We should clarify the influence the quality of which is the management, implementation and review of personnel duty, authority and interrelationships, illustrate the implementation of various activities, will use file and control method.
　　根据各公司不同的特点，对某一要素、程序要求会有所不同，程序的数量也不尽相同，如：合同评审要素，对进口、出口、劳务等可能会制定不同的程序。再如：有些公司可能会将市场开发列为一个程序。市场开发的形成很多，如：订货会、交易会、与客户及工商户商谈，实地考察、咨询专家、查间各类媒体等，可引用第三层文件如：
According to the different characteristics of a certain elements, procedures, requirements will vary, the number of procedures are not the same, such as: contract review elements, import, export, labor may develop different procedures. Another example: some of the company may be listed as a program of market development. Market development forming a lot, such as: fair, fair, with customers and business negotiations, site visits, consulting experts, found between the various media, can be referenced documents such as the third layer:
　　《编写市场调研报告作业指导书》、《出国人员应遵守事项》、《参加订货会、交易会注意事项》等。
" Write Market Research Report of instruction"," go abroad"," should comply with the matters in order, fair notice".
　　现在各外贸公司都有许多管理制度、人员岗位责任等、其中大部分是属质量体系文件范畴的，在编写文件时可以参照一些原来较好的管理文件。
Now the company has many management system, job responsibility, most of which is a genus of quality system document category, in the preparation of documents can refer to a number of the original better file management.
　　3、 编制服务质量计划。服务质量计划是针对特定的场合、特定的服务、项目或合同或开发?一个新的贸易品种。规定专门的服务质量措施、资源和活动顺序文件。质量体系解决共性或普遍性问题，服务计划主要解决个性或特性问题。可引用第三层文件如：《服务质量计划编制作业指导书》。
3, preparation of the service quality plan. Service quality plan for specific occasions, specific services, project or contract, or the development of a new breed of the trade?. Specified quality of service measures, resources and activities sequence file. Quality system to solve common or universal problems, service plans mainly solves the problem of personality or character. The third layer can be referenced documents such as:" service quality planning instructions".
　　三、合同评审
In three, the contract review
　　(一)、标准条款：
( a ), standard terms:
　　3．3台同评审
3.3 with the evaluation
　　3．3．1总则
3.3.1 general
　　供方应建立并保持合同评审和协调合同评审活动的形成文件的程序。
The supplier shall establish and maintain contract review and coordination of contract review the documented procedures.
　　3．3．2评审
The 3.3.2 review
　　在投标或接受合同或订单(对要求的说明)之前，供力’应对标书、合同或订单进行评审，以确保：
In the bidding or acceptance of the contract or order ( statement of requirements ) before, for force of tender, contract or order ' should be reviewed, in order to ensure:
　　a)各项要求都有明确规定并形成文件；在以口头方式接到订单，面对要求没
A ) requirements are clearly defined and documented; in verbally received the order, face requires no
　　b)在对质量体系有效运行起重要作用的各个场所，都能得到相应文件的有效版本；
B ) on the effective operation of the quality system plays important roles in various places, of appropriate documents are available and effective version;
　　c)从所有发放或使用场所及时撤出失效和／或作废的文件，或以其他方式确保防止误用；
C ) from all the release or use place timely withdrawal of failure and / or obsolete documents, or otherwise to prevent misuse;
　　d)为法律和／或积累知识的目的所保留的任何己作废的文件，都应进行适当标识。
D ) is the legal and / or accumulation of knowledge of the purpose of the already obsolete documents, should be properly identified.
　　3．3．3文件和资料的更改
3.3.3 document and data changes
　　除非有专门指定，文件和资料的更改应由该文件的原审批部门／组织进行审批。若指定其他部门／组织审批时，该部门／组织应获得审批所需依据的有关背景资料。可行时，应在文件或相应附件上标明更改的性质。
Unless specifically designated, document and data changes by the file the original examination and approval departments / organizations for approval. If the specified other departments / organizations for approval, the Department / the organization shall obtain approval required according to relevant background information. When feasible, should be in the file or the corresponding attachment marked change the nature.
　　(二)、理解与应用要点：
( two), understanding and application of:
　　文件和资料根据来源可以分为内部产生的文件和来自外部的文件资料，也可以大致分为管理性文件与技术性文件。如：内部产生的文件有：质量手册、程序性文件、质量计划、市场调研报告、作业指导书、工作规范等；外部的文件有：国际或国家标准；相关的法规、法律、图纸规范、任务书式合同等。存在形式：各类媒体形式(书面、硬拷贝)存贮的图文、声光、电子信息。应控制文件的发放范围，既要保证文件到位，避免影响质量，又要防止文件盲目下发而失控。文件发放的范围应有明确规定，各部门均要有发放和接受记录。应按“需要知道”而不是“想要知道”来确定发放范围。所有文件都应字迹清楚，注明日期(包括修订日期)，明确、易于识别和具有权威性。外贸公司应注意贸易过程中的一些样品，包括样本的控制，如：外商提供的样品，凭样成交中畜送的样品，国内采购作为凭证的样料等等。这些应属于技术文件、标准的范畴，在发放时应加以控制。在建立体系阶段，要对所有文件进行一次清理，防止：( 1)缺少必要的工作指导文件(2)不执行文件 (3)新老文件并存 (4)非法地文件更改可引用的第三层文件有：《受控文件清单))、《文件处理工作细则》、《档案管理实施细’则》、《涉外人员保密工作规定》、《样品管理制度》
Documents and materials according to the source can be divided into internal documents produced by and from an external file, also can be roughly divided into the management of documents and technical documents. Such as: internally generated files: the quality manual, procedure document, quality planning, market research reports, work instructions, job specification; external files: the international or national standards; relevant laws and regulations, legal norms, drawings, task type contract. Forms: various forms of media ( hard copy written, graphic, sound and light ) storage, electronic information. Should control file scope, both to ensure file in place, to avoid affecting the quality, but also to prevent the file blind issued out of control. File release scope clearly defined, all departments have issued and accepted records. According to the " need to know" rather than" need to know" to determine the scope of the release. All documents shall be legible, dated ( includes Amendment date ), clear, easy to identify and authoritative. Foreign trade companies should pay attention to in the course of trade in some samples, including sample control, such as: foreign investors to provide samples, with samples were sent samples of animal, domestic procurement as a voucher sample materials and so on. These belong to the technical documentation, the standard category, when issued shall be controlled. In establishing the system level, to all files have a clean, prevent: ( 1) the lack of necessary work instructions ( 2 ) not executable file ( 3) new and old documents coexist ( 4) illegal file changes can be referenced to third files: the" list of controlled documents )" ), a document processing job rules"," file management implementation fine ' is"," foreign workers"," provisions on the confidentiality work sample management system"
　　四、采购
In four, purchasing
　　(一)、标准条款
( a ), standard terms
　　3．4采购
3.4 purchasing
　　3．4．1总则
3.4.1 general
　　供方应建立并保持形成文件的程序，以确保所采购的产品(见3．1)符合规定要求。
The supplier shall establish and maintain documented procedures, to ensure that purchased product ( see 3.1) conforms to specified requirements.
　　3．4．2分承包方的评价
3.4.2 sub-contractor evaluation
　　供方应：
The supplier shall:
　　a)根据满足分合同要求(包括质量体系和特定的质量保证要求)的能力评价和选择分承包方；
A ) according to meet the contract requirements ( including the quality system and a specific quality assurance requirements ) capacity evaluation and selection of suppliers;
　　b)明确供方对分承包方实行控制的方式和程度。这种方式和程度取决十产品的类别以及分承包的产品对成品质量的影响。适当时、还取决于己证实的分承包方能力和业绩的质量审核报告和／或质量记录。
B ) clear supplier suppliers to execute the type and extent of control. The manner and extent depend on ten product categories and subcontracted products impact on quality of the finished products. When appropriate, also depends on the person that subcontractor performance capacity and the quality of the audit report and / or quality records.
　　c)建立并保存合格分承包方的质量记录
C ) establish and maintain qualified sub-contractor quality records
　　3．4．3采购资料
3.4.3 procurement information
　　采购文件应清楚地说明订购产品的资料，可包括：
Purchasing documents shall clearly explain to order products information, may include:
　　a)类别、形式、等级或其他准确标识方法；
A ) category, class or other form, accurate identification method;
　　b)规范、图样、过程要求、检验规程及其他有关技术资料(包括产品、程序、过程设备和人员的认可或鉴定要求)的名称或其他明确标识和适用版本；
B ) specifications, drawings, process requirements, inspection procedures and other relevant technical information ( including products, procedures, process equipment and personnel accreditation or certification requirements ) name or other clear identification and version;
　　C)适用的质量体系标准的名称、编号和版本。
C ) applies to the quality system standard name, number and version.
　　供方应在采购文件发放前对规定的要求是否适当进行审批。
The supplier shall in the procurement documents for adequacy of specified requirements for approval.
　　3．4．4采购产品的验证
3.4.4 verification of purchased product
　　3．4．4．1供方在分承包方货源处的验证
3.4.4.1 supplier in the sub-contractors sources validation
　　当供方提出在分承包方黄源处对采购产品进行验证时，供方应在采购文件中规定验证的安排以及产品放行的方式。
When the proposed in the sub contractor Huang Yuan Office of the procurement of product for the test, the supplier shall in the procurement of specify verification arrangements and method of product release.
　　3．4．4．2顾客对分承包方产品的验证
3.4.4.2 customers suppliers product verification
　　当合同规定时，供方的顾客或其代表应有权在分承包方处和供方处对分承包的
When the provisions of the contract, the customer or its representative shall have the right in the sub-contractors and suppliers on the contract