ISO9000认证“八项原则”在后勤管理中的运用
ISO9000 certification" Eight Principles" in logistics management
【摘要】 本文通过对ISO9000质量管理体系的简要介绍，以湖北省十堰市太和医院为例，阐述了ISO9000质量管理体系“八项原则”在医院后勤服务中具体运用取得的实效。
[ Abstract ] this article through to the ISO9000 quality management system is briefly introduced, in Shiyan Taihe Hospital of Hubei Province as an example, elaborated the ISO9000 quality management system" Eight Principles" in hospital logistic service in specific application obtained actual effect.
　　【关键词】 ISO9000;八项原则;后勤;运用
[ Key words ] ISO9000; eight principles; logistics; use
　　当前，随着医疗卫生服务行业改革的不断深入，医院后勤改革已成为迫在眉睫的事情，医院后勤服务在市场竞争中如何能立于不败之地，更好地满足临床日益增长的需求，必须建立一个具有战略性的质量管理体系，以确保后勤管理思想和方法的不断进步。2004年太和医院后勤引进应用了ISO9000质量管理体系，在几年的实际运用过程中，后勤服务质量和社会效益均取得了显著的效果，现就ISO9000在后勤中的运用浅谈一下体会和看法。
At present, along with the health service reform unceasingly thorough, the reform of hospital logistics has become the imminent matter, hospital logistics services in the market competition to remain invincible, better meet the clinical demand growing, must establish a strategic quality management system, to ensure that logistics management ideas and methods progress. In 2004 the introduction of the application of the ISO9000 Taihe hospital logistics quality management system, in a few years of practical application process, logistics service quality and social benefit are achieved significant results, the application of ISO9000 in the logistics of the personal experiences and opinions.
　　1 ISO9000质量管理体系简介
1 ISO9000 quality management system
　　随着全球化经济的发展，市场竞争日趋激烈，顾客对质量的期望越来越高，每个组织为了竞争和保持良好的经济效益，设法提高自身的竞争能力以适应市场竞争的需要，需要采用一种系统的和透明的方式进行管理，针对所有顾客和相关的需求,必须建立、实施并保持持续改进其业绩的管理体系，从而使组织获得成功。顾客的要求通常由规范来体现，因此，这方面的关注导致了质量管理体系标准的产生，ISO9000系列标准的颁布使各国的质量保证活动统一在ISO9000标准的基础之上。迄今为止，它已被全世界150多个国家和地区等同采用为国家标准，并广泛用于工业、经济和政府的管理领域。ISO9000的重要内容是八项质量管理原则，即“以顾客为关注焦点、领导作用、全员参与、过程方法、管理的系统方法、持续改进、基于事实的决策方法、互利的供方关系”。这八项原则既是标准的理论基础，又是组织领导者进行质量管理的基本准则。八项质量管理原则在我院后勤管理中的具体运用如下。
With the development of economic globalization, the increasingly fierce market competition, customer expectations of quality is more and more high, each organization in order to compete and retain good economic benefits, try to improve their competitive ability in order to meet the needs of market competition, need to adopt a systematic and transparent approach for management, for all customers and the relevant requirements, must establish, implement and maintain the continuous improvement of its performance management system, so that the organization to succeed. Customer requirements are usually reflected by specification, therefore, this concern led to the quality management system standard production, ISO9000 series standard make the quality assurance activities at ISO9000 standards based on. To date, it has been all over the world more than 150 countries and regions is adopted as the national standard, and is widely used in industrial, economic and government management. An important content of ISO9000 eight quality management principles, namely the" customer focus, leadership, full participation, process method, system approach to management, continuous improvement, factual approach to decision making, mutually beneficial supplier relationships". The eight principle is the standard theory, is also organizes the leader quality management principles. The eight principles of quality management in hospital logistics management in the specific application.
　　2 八项原则的具体运用
2 eight principles of the concrete application
　　2.1 以顾客为关注焦点原则 组织依存于其顾客。因此，组织应理解顾客当前的和未来的需求，满足顾客要求并争取超越顾客期望。在医院，临床工作是后勤存在的基础，后勤的顾客即是临床一线。后勤首先要了解临床的需求和期望，再考虑用什么方法满足临床的需求和实现临床的期望。临床的需求就是强有力的后勤保障服务，包括水、电、气、维修，环境卫生、物流配送、饮食、建筑设施等，我院后勤通过ISO9000质量管理体系认证确立了“真情服务、满意临床、立足医院、面向市场”的质量管理方针，建立了《后勤服务中心工作规范》、员工绩效考核和内部质检巡查制度，使后勤全体员工无论从思想上还是行动上都使自己的工作以满足临床、关注临床的一切需要为主，改变了员工固有的被动服务的传统思想，每位员工有了明确的服务目标和对象，对自己的服务对象和服务效果更加注重，为临床提供了强有力的后勤保障，保证了临床一线工作的顺利开展。
2.1 customer focus principle organizations depend on their customers. Therefore, the organization should understand current and future customer needs, meet customer requirements and strive to exceed customer expectations. In the hospital, clinical work is the basis of logistics, logistics customer is clinical a gleam of. Logistics must first understand the clinical needs and expectations, to consider what methods meet the clinical needs and to achieve clinical expectations. Clinical needs is a strong logistical support services, including water, electricity, gas, repair, environmental sanitation, logistics, catering, building facilities, our institute logistics through the ISO9000 quality management system certification to establish " sincere service, satisfaction with clinical, based in hospitals, face the market" approach to quality management, established" logistics service center job specification", employee performance appraisal and internal quality inspection system, so that the logistics staff from both the thought or action that make their work to meet the needs of clinical, clinical concern all need, change passive service employees inherent traditional idea, each employee has a clear target and object, for its service object and service effect more attention, for clinical provides a strong logistical support, to ensure the smooth development of the work of clinical a gleam of.
　　2.2 领导作用原则 领导者确立组织的宗旨及方向的一致性。他们应当创造并保持使员工能充分参与实现组织目标的内部环境。后勤服务质量能否达到临床一线要求，领导起关键作用，领导内部要团结、重视，整个后勤的服务工作就能做好。通过ISO9000引进，后勤中心实行主任负责制，强化了领导的职责，确认了后勤中心自己的服务宗旨“真情服务、满意临床”，确定了管理者代表，确保在整个后勤服务中心内提高满足顾客要求的意识，使后勤服务质量不断得到提高，满足了医院临床的一切要求。
2.2 leadership principles leaders establish organizational purpose and direction consistency. They should create and maintain the staff can fully involved in achieving the organization's objectives internal environment. Logistics service quality can meet the requirements of clinical a gleam, leadership plays a key role, and internal leadership must unite, attention, the whole logistic service work can be done. Introduced through ISO9000, logistics center director responsibility system, strengthen the leadership, confirmed the logistics center 's service tenet of " sincere service, satisfaction with clinical", determines the management representative in the whole logistics service center, ensure the promotion of awareness of customer requirements, so that the logistics service quality is constantly improving, satisfying hospital all the requirements of clinical.
　　2.3 全员参与原则 各级人员是组织之本，只有他们的充分参与才能使他们的才干为组织获益。后勤全体员工是后勤中心的基础，服务质量的好坏依赖于每位员工，贯彻ISO9000靠每位员工的共同努力，需要所有员工协调运作。ISO9000明确了后勤各类岗位的任职要求，全员参与，使人人工作有了明确的目标和职责，工作界限清晰，操作规范，大家主动承担责任，使以前的被动服务转化成了主动服务，服务效率明显提高，临床满意率也稳步攀升。
2.3 full participation principle of personnel at all levels is to organize this, only their full involvement enables their abilities to be used for the organization's benefit. Logistic staff is the logistics center based, service quality is dependent on each employee, implement the ISO9000 by each the joint efforts of the staff, all staff coordination. ISO9000 defined the logistics of various job qualification requirements, full participation, so that everyone who works with clear target and responsibility, work boundaries clear, standardized operation, we assume responsibility actively, so that the previously passive service into active service, service efficiency is obviously improved, clinically satisfactory rate is also rising steadily.
　　2.4 过程方法原则 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。ISO9000标准把管理职责、资源管理、产品实现、测量分析和改进作为体系的四大过程。在贯彻ISO9000标准中后勤管理通过主任负责制，强调领导职责，建立后勤服务宗旨、制订质量方针来满足临床需求;资源管理既管理好后勤内部的人、才、物，降低服务成本，实现资源的优化组合，杜绝资源浪费;产品实现既提供优质高效的后勤服务使临床满意，并使服务过程得到临床确认;测量分析和改进即通过进行临床测评、质量巡查、控制服务缺陷、保证服务质量;四个过程的连接提高了后勤服务的整体业绩。
2.4 the principle of process approach the activities and related resources are managed as a process, which can efficiently achieve the desired result. ISO9000 standard the management responsibility, resource management, product realization, measurement analysis and improvement processes as system four. In the implementation of ISO9000 standards in the logistics management by the director, emphasize the leadership responsibilities, establish logistics service tenet, formulate quality policy to meet the clinical demand; resource management is management of logistical internal person, just, matter, reduce the service cost, realize resource optimize combination, prevent waste of resources; product realization is to provide quality and efficient logistics services make clinical satisfaction, and make the service process of clinical confirmation; measurement analysis and improvement through clinical evaluation, quality inspection, defect control service, guarantee the quality of service; four process connection improves the overall performance of logistics service.
　　2.5 管理的系统方法原则 将相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。ISO9000标准明确了后勤服务各个过程的关系和职责，使员工在服务过程中不相互推诿，变被动服务为主动服务，重视服务市场，在服务的每一个环节上尽可能地为临床提供方便，取得了临床的信任，使临床一线满意，后勤中心也取得了较好的经济效益。
2.5 the principle of system approach to management the associated process as a system to identify, understand and manage, help the organization to improve the effectiveness and efficiency to achieve goals. ISO9000 standards clearly logistics service processes, relationships and responsibilities, so that employees in the service in the process of mutual responsibility, change passive service into active service, pay attention to service market, in the service of each link as far as possible for clinical provide convenient, achieved clinical confidence, make the clinic satisfaction, logistics center achieved a better economic efficiency.
　　2.6 持续改进原则 持续改进整体业绩应当是组织的一个永恒目标。它符合事先发展的客观规律,是后勤不懈发展的内在动力，在ISO9000运行中后勤通过临床测评、质检巡查、投诉受理、内部审核等将持续改进贯穿于后勤服务各个环节，并且将考核与个人收入紧密挂钩，不断改进服务过程，使临床的满意率持续上升，后勤服务质量得到显著提高。
2.6 the principle of continuous improvement continuously improve overall performance should be a permanent objective of the organisation. It is consistent with prior to the objective law of the development of logistics, is the persistent development of the internal driving force, in ISO9000 runs through clinical evaluation of quality inspection, logistics, and complaints, internal audit will be continuous improvement throughout the logistics links, and assessment and personal income are closely related, the continuous improvement of service process, make clinical satisfaction rate constant rise, logistics service quality is greatly improved.
　　2.7 基于事实的决策方法 有效决策是建立在数据和信息分析基础上。即领导决策以事实为依据，防止失误。ISO9000运用中后勤各项服务好坏通过临床测评满意度、投诉率、维修次数、返修率、差错发生次数及经济效益情况等这些数据来显示，通过这些数据的汇总找出不合格原因，制定改进措施，确保服务质量，最终使临床满意率始终超过了后勤ISO9000质量手册中预定的85%。
2.7 factual approach to decision making effective decisions are based on data and information analysis based on. The leader is decision-making based on facts, preventing mistakes. Application of logistics service quality of ISO9000 through clinical evaluation of satisfaction, complaint rate, number of repair, repair rate, error occurrence frequency and economic benefit of these data to show, through which the data collection to identify unqualified reasons, formulate improvement measures, to ensure quality of service, eventually making clinical satisfaction rate has exceeded ISO9000 Logistics quality manual in a 85% predetermined.
　　2.8 互利的供方关系原则 组织与供方是相互依存的，互利的关系可增强双方创造价值的能力。医院发展离不开后勤，后勤服务的市场是临床一线，两者相辅相成，医院要想满足病人需求，除医疗技术精湛外，清洁、整齐的环境、可口的饭菜、有力的动力保障及后勤热情周到的服务同样能吸引病人，ISO9000的运用，使后勤所有的服务都始终围绕临床一线，既为医院吸引了病人，也为自己带来了效益，实现后勤社会和经济效益的双丰收。
2.8 mutually beneficial supplier relationship principles of the organization and its suppliers are interdependent, mutually beneficial relationship enhances the ability of both to create value. The hospital is inseparable from the development of logistics, logistics service market is the clinical front line, the two complement each other, the hospital to meet the need of patients, in addition to skilled medical care, clean, neat environment, delicious meals, power security and logistical warm and thoughtful service can also attract patients, the use of ISO9000, so that the logistics of all services are always focus on the clinical front line, both for hospital attracts patients, but also for their own benefit, realize logistics social and economic benefits of double harvest.
　　总之，通过ISO9000质量管理体系的引入和推行，八项质量管理原则在后勤实际工作中的具体运用，我院后勤服务质量取得了长效进展，整体业绩得到了明显提高，为医院后勤进一步社会化改革的顺利推进开启了成功之门。
In short, through the ISO9000 quality management system is introduced and implemented, the eight principles of quality management in the logistics of practical work in the specific application, our hospital logistics service quality has achieved long-term progress, the overall performance has been improved markedly, hospital logistics socialization reform for further promoting the smooth open the door to success.