ISO9001认证培训讲义：八项质量管理原则。
ISO9001 certification training lectures: eight quality management principles.
以顾客为关注焦点
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. Therefore, the organization should understand current and future customer needs, meet customer requirements and strive to exceed customer expectations.
就是一切要以顾客为中心，没有了顾客，产品销售不出去，市场自然也就没有了。所以，无论什么样的组织，都要满足顾客的需求，顾客的需求是第一位的。要满足顾客需求，首先就要了解顾客的需求，这里说的需求，包含顾客明示的和隐含的需求，明示的需求就是顾客明确提出来的对产品或服务的要求，隐含的需求或者说是顾客的期望，是指顾客没有明示但是必须要遵守的，比如说法律法规的要求，还有产品相关的标准的要求。另外，作为一个组织，还应该了解顾客和市场的反馈信息，并把它转化为质量要求，采取有效措施来实观这些要求。想顾客所想，这样才能做到超越顾客期望。这个指导思想不仅领导要明确，还要在全体职工中贯彻。
Is to take the customer as the center, no customer, product sales do not go out, the market will not. So, no matter what kind of organization, to meet the needs of customers, customer demand is the first. To meet customer demand, we must first understand the needs of customers, customer demand is said here, including explicit and implicit explicit demand, demand is the customer clearly presented to the product or the service request, implicit requirements or that the expectations of customers, is a customer does not expressly but must follow, for example, the requirements of laws and regulations, there are product related standards. In addition, as an organization, also should understand customer and market feedback information, and put it into the quality requirement, take effective measures to realize these requirements. The customer would like to think, such ability do exceed customer expectations. This guiding ideology not only leads to clear, but also in all worker to carry out.
领导作用
Role of leadership
领导者确立组织统一的宗旨和方向。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。
Leaders establish unity of purpose and direction of the organization. They should create and maintain the staff can fully involved in achieving the organization's objectives internal environment.
作为组织的领导者，必须将本组织的宗旨、方向和内部环境统一起来，积极的营造一种竞争的机制，调动员工的积极性，使所有员工都能够在融洽的气氛中工作。领导者应该确立组织的统一的宗旨和方向，就是所谓的质量方针和质量目标，并能够号召全体员工为组织的统一宗旨和方向努力。
As the group's leader, must be the purpose of the organization, the direction and the internal environment is unified rise, actively create a competitive mechanism, arouse the enthusiasm of the staff, so that all staff can work in a harmonious atmosphere. The leader should establish the organizational unity of purpose and direction, is called the quality policy and quality objectives, and called on all staff to the unity of purpose and direction of the organization.
领导的作用，即最高管理者应该具有决策和领导一个组织的关键作用。确保关注顾客要求，确保建立和实施一个有效的质量管理体系，确保提供相应的资源，并随时将组织运行的结果与目标比较，根据情况决定实现质量方针，目标的措施，决定持续改进的措施。在领导作风上还要做到透明、务实和以身作则。
The role of leadership, that top management should have the decision-making and leadership of an organization's key role. Ensure customer requirements, ensure the establishment and implementation of an effective quality management system, to ensure the provision of appropriate resources, and to keep the operation results and comparison of target, according to the circumstances decide to implement the quality policy, objective measures, decided the continuous improvement measures. In leadership style should be transparent, pragmatic and make oneself an example.
全员参与
Full participation
各级人员都是组织之本，只有他们的充分参与，才能够使他们的才干为组织带来收益。
All staff at all levels is the organization of this, only their full participation, they can make their abilities to be used for the organization's benefit.
全体职工是每个组织的基础。组织的质量管理不仅需要最高管理者的正确领导，还有赖于全员的参与。所以要对职工进行质量意识、职业道德、以顾客为中心的意识和敬业精神的教育，还要激发员工的积极性和责任感。没有员工的合作和积极参与，是不可能做出什么成绩的。
All the workers in each organization foundation. The organization's quality management not only requires top management leadership, but also depends on the total involvement. So to undertake to the worker quality awareness, occupation morals, to customers as the center of the awareness and professionalism of the education, but also to stimulate the staff's enthusiasm and sense of responsibility. No employee cooperation and active participation, it is impossible to make any achievement.
到这里，我们已经讲了8项质量管理原则中的头三条，我们在讲解的过程中多次提到了“组织”这个词，那么在这里，“组织”指的是什么呢？