人力资源管理在ISO9000质量管理体系认证中的运用
Human resource management in ISO9000 quality management system certification application
中国企业随着中国市场经济的发展和加入WTO后发展的步伐，打破了原有的适应计划经济的管理模式后，面对国际市场的冲击，中国各类性组织必须与国际接轨，参与市场竞争。而市场经济运行的主要载体是规则和制度，产品质量的优劣直接影响着经济运行的质量和效益，由于我国诸多方面的原因，中国许多企业在管理上有先天的缺陷阻碍企业更好的面对更激烈的竞争，而采用被国际认可的标准化管理的方法不失为提高管理和与国际接轨的有效途径。
Chinese enterprises with the development of Chinese market economy and accession to the WTO after the pace of development, has broken the original planned economy to adapt to the management model, in the face of the impact of the international market, China all kinds of organizations must conform with international, participate in market competition. While the market economy is the main carrier of rules and regulations, product quality affects the quality that economy runs and benefit in our country, because of many reasons, many Chinese enterprises in the management of congenital defects hinder enterprises to face more intense competition, and the use of recognized by the international standardization management method is to improve the management and international standards and effective way.
　 迄今为止，国际标准化组织已经颁布和实施了多项管理标准，其中iso9000标准是世界上被颁布的第一套管理性标准， ISO9000标准起源于英国，在20世纪六、七十年代质量管理的重要性日益显现和突出，由于各国标准的差异，客观上对国际间的贸易和技术交流形成了技术壁垒。英国于1979年向国际标准化组织（ISO）提交建议，ISO为消除各国标准不统一造成的技术障碍，ISO开始制定标准时参照了英国、加拿大的标准，并于当时已有的质量管理国家标准（日本）相衔接，在各国质量管理专家共同努力下，于1987年颁布了ISO9000系列标准，其标准以有助于建立国际合格评定体系，消除贸易技术壁垒。　
To date, the international organization for standardization has been promulgated and implemented a number of management standards, which the ISO9000 standard is the world was issued first casing rational standards, ISO9000 standards originated in the UK, in twentieth Century six, seventy time quality management have become more and more important and prominent, because of the difference of standard, the objective of the international trade and exchange of technology formed technical barriers. The British in 1979 to the international organization for Standardization ( ISO ) to submit proposals, ISO for the elimination of all standards are not unified by technical obstacles, ISO began to develop a standard reference for the British, canadian standards, and to then existing quality management standards ( Japan ) joins, in national quality management expert joint efforts, to 1987 promulgated a series of ISO9000 standards, the standards to contribute to the establishment of international systems for conformity assessment, to eliminate technical barriers to trade.
　　ISO9000系列标准的发布的到了世界上大多数国家的积极响应，也是至今在国际中运用最为广泛的标准，它是世界上不同国家、不同企业之间的经贸往来、技术合作、经验交流和合作上方面有了共同的语言和共同遵守的规范。
ISO9000 series of standards released to most countries in the world a positive response, is now the most widely used in the international standard, it is the different countries of the world, different enterprises in economic and trade exchanges, technical cooperation, exchange of experience and cooperation on aspects of a common language and common specification.
　 由此，ISO9000的系统管理模式为中国的各类组织在系统的质量管理和国际接轨提供了应用的平台，而人力资源管理是管理理论和实践中的基础，涉及到企业运作中的方方面面，人的作用是在重要的制度和方针确定了以后的第一决定因素。在学习了《人力资源》课程之后，对人力资源的管理的有更深的认识和理解。我认为企业在执行ISO9000标准人力资源管理的方面时，引入人力资源管理的理论和具体操作方法，将更有利于企业的实际运作，和管理制度的完善。在这里，我把所理解的人力资源在ISO9000体系的运用论述一下。
Thus, the ISO9000 system management mode for China's various types of organizations in the system of quality management and international standards to provide the application of the platform, and the human resources management is the management theory and the practice foundation, relates to the operation of enterprises in all aspects, the role is important in the system and the policy determines the later first determinants of. After learning of" human resource" course, on the management of human resources have more knowledge and understanding. I think that the enterprises in the implementation of ISO9000 standard human resources management aspects, introduction of the human resources management theory and the specific methods of operation, will be more conducive to the company operation, and improve the management system of. Here, I have to understand the human resource in the ISO9000 system application to discuss.
　　Iso9000标准有八大原则分别是以顾客为关注焦点、领导作用、全员参与、过程方法、管理的系统方法、持续改进、基于实施的决策方法、与供方互利的关系。我认为人力资源的管理在此八项原则中均有所体现，分别叙述为1、以顾客为关注焦点和持续改进，任何组织的发展和经营活动有赖于顾客的支持和满意，做为人力资源管理要及时做出相应规划和调整以持续改进来获取竞争优势。2、领导作用，领导要赋予职责和权限，提供资源，激励员工为实现目标和持续改进做出贡献，创造一个能使全体员工充分参与的内部良好环境，来确保质量管理体系得以有效运行。3、全员参与，员工是组织的根本、产品是员工劳动的结果，质量管理体系需要全体员工充分参与。首先是员工了解他们在组织中的作用及他们工作的重要性，明白为了完成目标自己需要做些什么，给与机会提高其知识、能力和经验，对组织的成功负有使命感，渴望参与持续改进并努力做出贡献。4、管理的系统方法，ISO9000作为一个管理的系统方法是以过程方法为基础，针对所设置的目标，识别、理解并管理一个由相互管理的过程所组成的体系有助于提高组织的有效性和效率。ISO9000标准从四个方面规定了质量管理体系的过程网络，这四个方面分别是管
Iso9000 standards are the eight principles are to the customer as the focus, leadership, full participation, process method, system approach to management, continuous improvement, based on the implementation of the decision-making method, and mutually beneficial supplier relationship. I think that the management of human resources in the eight principles are embodied, respectively described as 1, customer focus, continuous improvement, any organization and business development activities depends on customer support and satisfaction, as the human resource management should make appropriate and timely planning and adjustment to continuous improvement to gain competitive advantage. In 2, the leadership role, leading to give the responsibility and authority, providing resources, motivate staff to achieve the goal and continuous improvement to contribute, create a can make all the staff to participate fully in the internal environment, to ensure the effective operation of quality management system. 3, full participation, employees are the fundamental, tissue product is the staff work, quality management system requires the full participation of staff. The first is the staff understand their organizations in the role and the importance of their work, understand in order to complete the goal of what needs to be done, given the opportunity to improve their knowledge, skills and experience, commitment to organizational success, eager to participate in continuous improvement and strive to make contribution. 4, a systems approach to management, ISO9000 as a systems approach to management is based on course method, according to the set targets, recognition, understanding and management by a mutual management process consisting of the system is helpful to improve the effectiveness and efficiency of the organization. The ISO9000 standard from four aspects of the requirements for a quality management system process network, these four aspects are tube

理职责、资源管理、产品实现和测量分析和改进，每各方面都包含了若干要求，使得各个过程的相互关系明确和协调一致以取得最优结果。5、过程方法，以过程为基本单元是质量管理的一种基本思路，体系是通过一系列的过程来实施的，策划就是要通过识别过程，确定过程的输入输出，及将输入转为输出所必需的各项活动，职责和义务、所需的资源、活动间的接口等，以实现过程的增值，获得预期的结果。6、基于事实的决策方法，作决策是要有事实依据，以避免决策不当和失误。要确定所需的信息及来源、传递途径和用途，以确保真实，对数据要进行分析而获得信息，对信息流加强管理，以便使用者能及时的得到适用的信息。7、与供方互利关系，任何组织的活动都不是孤立的，一般都需要供方提供资源，形成良好的供应链，组织在建立于供方的关系时，要考虑短、长期利益的平衡，营造一个清晰和公开的沟通渠道，与关键供方共享必要的信息和利益，确定联合改进活动，此双赢思想，可以增强供需双方创造价值的能力　　　　　　　　　　　　，是成本和资源进一步优化，能够更灵活和快速一致的对变化的市场做出反应。
Physical functions, resource management, product realization and measurement analysis and improvement of all aspects, each contains a number of requirements, so that each process relationship clear and consistent in order to obtain optimal results. 5, process method, the process is the basic unit is the quality management system is a basic train of thought, through a series of process, planning is to the recognition process, the process of determining the input and output, and the input to the output of the necessary activities, duties and obligations, the resources required, the interface between activities, to achieve the process value, expected results. 6, factual approach to decision making, decision making is to have a basis in fact, to avoid inappropriate decisions and mistakes. To determine the required information and sources, transmission and use, to ensure true, want to data analysis and access to information, strengthening the management of information flow, so that the user can timely be applicable information. 7, mutually beneficial supplier relationship, any organization's activities are not isolated, generally need to provide the resources, form a good supply chain, organization in building in supplier relations, to consider the short, long-term balance of interests, to create a clear and open channels of communication, with key suppliers share essential information and interests, determine the joint improvement activities, this win-win thought of supply and demand, can enhance the ability of both to create value, cost and resource optimization, can be more flexible and rapid and consistent with the market changing reaction.
　　 体系运作要求是在上述原则中的第4条中管理的系统方法中的四项要求为：管理职责、资源管理、产品实现和测量、分析和改进。其中管理职责和资源管理中重点涉及到对人力资源管理的要求。
System operation requirements in the principles of the fourth in the system of management methods in the four requirement: management responsibility, resource management, product realization and measurement, analysis and improvement. The management responsibilities and resources management mainly relates to the requirement of the management of human resources.
在标准中管理职责的要求有：管理承诺、以顾客为关注焦点、质量方针、策划、职责、权限与沟通、管理评审。在此六项要求中的职责、权限与沟通可理解为人力资源管理中的工作分析的运用。在标准资源管理中包含有：资源提供、人力资源、基础设施、和工作环境。
In the standard management responsibilities are: management commitment, customer focus, quality policy, planning, responsibility, authority and communication, management review. The six requirements of responsibility, authority and communication can be understood as the human resources management in the job analysis application. In the standard resource management include: provision of resources, human resources, infrastructure, and the working environment.
　　　 在这里结合人力资源管理方法论述一下标准中职责权限和沟通以及人力资源的要求。
Here the union human resources management method to discuss the standard duty authority and communication as well as the requirements of human resources.
　　　 在标准中职责和权限的定义是：最高管理者应确保组织内的职责、权限的到规定和沟通。其条文理解是组织内的职责、权限得到规定，及要求明确组织内各部门和岗位的设置，并明确各部门的职责和权限；组织内的职责、权限得到沟通，即在明确有关部门和岗位的职责和权限后，要求各部门和岗位之间通过各种方式（会议、培训等）相互了解有关职责和权限，通过沟通，是各自的职责和权限规定的更合理，从而促使组织的质量管理体系的有效性。标准的定义描述很简明，而在企业中职责和权限明确和规定的适宜却关乎企业的成长和强大。在中国的很多企业由于是历史的原由，存在了不是由岗定人而是由人定岗的现象，由此产生些许管理环节上的扯皮、无人负责的的状况，成为导致一些企业走到了不能跨越的障碍的原因之一。在这里引用课堂中张教授所介绍西门子用人的原则：让最优秀的人才在关键是可以最由此的态势出现在最优秀的岗位上。不合适的人在不合适的岗位上，造就了多倍资源的浪费，在咨询过程中发现有些企业在按照ISO9000标准执行时去倚重于照抄照搬没有结合自己企业的实际情况，而恰如其分的工作分析才能制定合适的职责权限，为企业获得的体系有效运行和获取竞争优势，同时为招聘、培训、绩效评估、持续性改进、安全和健康的方案奠定基础。其方法为：在工作分析中由所有管理层和员工的配合下，首先确定有待负责人力资源管理部门（或各部门）收集的信息类型，来自3个方面：工作内容、工作背景、岗位所需的资格。其次确定如何收集信息，方法多样，工作分析访谈、观察、问卷、会议讨论。之后将工作分析的内容以质量手册、程序文件、作业指导书的形式描述下来，由各部门负责人修订，管理者代表审批。同时在不同的部门和层次的人员通过适当的方式沟通，在职责权限
In the standard duties and authority is defined by: top management shall ensure that the responsibilities, rights within the organization to set and communication. The provisions of understanding is the duty inside the organization, authorities are defined, and the requirement of the departments and posts, and make clear the duty of departmental door and authority; tissue within the responsibilities, authorities are communication, namely in the specific departments and posts responsibility and authority, require departments and positions through a variety of mode ( meetings, training and other related responsibilities and authorities for ) mutual understanding, through communication, is their responsibilities and authorities prescribed more reasonable, thus prompting the organization's quality management system validity. The standard definition of a very concise, in the enterprise responsibility and authority for clear and provisions but the growth of enterprises and strong. In many Chinese enterprises as a result of historical reason, existing not by Kong people but by the position of the phenomenon, resulting in some management link to dispute over trifles, unmanned and responsible status, resulting in some enterprises to become one of the reasons cannot cross the barrier. Here is a quote class professor Zhang introduced Siemens employing principles: "let the best talents in key is most the situation appeared in the best position. Not the right person in the right position, creating a multiple resource waste, in the consultation process found that some enterprises in accordance with the ISO9000 standards to rely on the copy without combining the actual condition of own enterprise, but to a proper extent of job analysis to formulate appropriate responsibility and authority, for enterprises to gain the effective operation of the system and to gain competitive advantage, at the same time as the recruitment, training, performance evaluation, continuous improvement, safety and health plan to lay the foundation. The method is as follows: in working analysis by all management and employees of the cooperation, first identified to be responsible for human resource management ( or departments ) collected information types, from 3 aspects: working content, working background, the job qualification. By determining how to collect information, diverse methods, job analysis interview, observation, questionnaire, meeting to discuss. After the work content analysis to the quality manual, procedure document, the operating instructions of the form down, by the head revision, the management representative for approval. At the same time in different departments and levels of staff by appropriate means in communication, responsibility and authority

以及涉及体系运行过程的诸多过程等多方面的沟通，以确保工作分析要随企业的发展保持持续改进，不断挖掘新的工作方法作为体系持续改进的基础。
As well as to system operation process a lot of process and other aspects of communication, to ensure that the work analysis along with enterprise's development to maintain continuous improvement, constantly digging new working method as a system the basis of continual improvement.
　　在标准中人力资源的定义是：给予适当的教育、培训、技能和经验，从事影响产品质量工作的人员因该是能够胜任的。确定从事影响差您质量工作人员所必要的能力；提供培训或采取其他措施以满足这些要求；评价所采取措施的有效性；确保员工认识到所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；保持教育、培训、技能和经验的适当记录。我认为此项标准条款中着重要求的通过培训和其他措施提高员工的能力，增强质量和顾客的意识，是员工满足所从事的质量工作的能力的要求
In the standard human resource definition is: given the appropriate education, training, skills and experience, personnel performing work affecting product quality should be competent. Determine the effect difference in your quality staff needed; provide training or take other actions to satisfy these needs; evaluation of the effectiveness of the actions taken; ensure that its personnel are aware of the relevance and importance of their activities, and how to realize the quality goals; education, training, skills and experience appropriate records. I think the standard terms of requirements through training and other measures to improve staff capacity, enhance the quality and customer awareness, is the employee satisfaction in the quality of work capacity requirements