ISO9000/14000认证在酒店中的成功应用
ISO9000 / 14000 certification at the hotel in the successful application
2000年5月15日,在杭州萧山国际酒店的发展史上将写下重要的一页：经过近８个月的不懈努力，顺利通过了中国检验检疫浙江评审中心（万泰认证中心）专家的严格评审，成为全国首家同时获得ISO9000/14000认证的企业。评审专家一致认为：杭州萧山国际酒店通过服务质量体系以及环境管理体系的建立，在较短时间内取得了显著成效。
In May 15, 2000, at the Xiaoshan International Hotel in Hangzhou history will write down an important page: after nearly 8 months of unremitting efforts, successfully passed the China Inspection and Quarantine of Zhejiang Audit Center (Manhattan Certification Center ) experts strict assessment, become the country's first obtained at the same time ISO9000 / 14000 certified enterprise. Evaluation expert thinks consistently: Xiaoshan International Hotel Hangzhou through service quality systems and the environmental management system is established, in a relatively short period of time to obtain remarkable result.
一、对ISO9000/14000的认识ISO9000是一套科学的质量管理标准，作为质量保证体系，它能帮助企业明确目标，理清管理思路、理清企业与顾客、与各分供方的关系，理顺内部关系，明确质量管理各个方面的过程和要求，使企业目标明确，各级各类管理人员职能明确，最终实现能够持续提供符合规定要求的产品和服务，降低质量成本，提高竞争力，巩固现有市场并扩大市场份额的目的。而ISO14000环境管理标准是继ISO9000质量管理和质量保证系列标准后推出的又一个国际管理性标准，它旨在支持环境保护工作、改善生态环境质量，减少人类活动对环境、资源造成的污染与破坏，促进环境、经济与社会可持续发展的一套国际性标准。两个标准均为管理性标准而非技术性标准，它们的最大特点是可以让被动管理变为主动管理，强制管理变为温和管理，以强调自我约束、自我完善。许多人认为，酒店本身就有较为完善的星级标准，某种程度上说星级标准更具体、更切实际。
One, the understanding of ISO9000 / 14000 ISO9000 is a set of scientific quality management standard, as a quality assurance system, it can help the enterprise to make clear a target, manage clear thinking, clear management enterprise and customer, and each supplier relationship, straighten out the internal relations, clear quality management in all aspects of the process and requirement, make the enterprise clear objectives, various management functions clear, final implementation can continue to provide to meet the requirements of products and services, reduce the quality costs, improve competitiveness, the consolidation of the existing market and expand the market share of the objective. While the ISO14000 environmental management standard is the ISO9000 quality management and quality assurance standards after the introduction of another international management standard, it is designed to support the work of environmental protection, improve the ecological environment quality, reduce human activities on the environment, resources caused by the pollution and destruction, environmental, and promote sustainable economic and social development of a set of international standard. The two standard are the management standard and technical standard, which is the biggest feature allows passive management to active management, compulsory management into a gentle management, in order to emphasize the ego tie, ego perfect. Many people think that, the hotel itself has a relatively perfect five-star standards, to some extent, star standard, more specific, more practical.
       而ISO9000应制造业产生，在饭店业中有必要引入吗？事实上，两者形式不同，其实质是一致的。星级标准可能更多强调的是一种结果，而ISO9000则更注重过程，它是保证这一结果得以实现的可靠途径，两者相辅相成，互为因果、互相支持。ISO9000/14000 都是通过一套有效的文件体系来规范我们的行为，并通过定期内、外部评价，以达到持续改进的目的。从而使我们的服务提供更为完善，因此，两个体系的建立，不仅可作为酒店管理活动的行为准则，更为酒店获取顾客及社会公众的认同和信赖提供了有力保证。
While the ISO9000 manufacturing in the hotel industry, it is necessary to introduce? In fact, the two different forms, its essence is consistent. Star standard may be more emphasizes is a kind of result, while ISO9000 pay more attention to the process, it is to ensure that the results are achieved with the reliable way, the two complement each other, reciprocal causation, support each other. ISO9000 / 14000 is through a set of effective file system to regulate our behavior, and by regular internal, external evaluation, so as to achieve the purpose of continuous improvement. To make our services more perfect, therefore, two system, not only can be used as hotel management activities behavior, more access to hotel customers and the public recognition and trust to provide a strong guarantee.
二、ISO9000/14000实施过程
In two, ISO9000 / 14000 implementation process
１、建立组织网络，提供必要的资源酒店于99年10月份正式开展ISO9000/14000两个标准体系的建立工作，最初我们也受到了一定的压力，有来自舆论方面的、时间上的、但最大的困难是缺乏经验与同行的借鉴，因为同时进行两个体系的建立并认证在全国都绝无仅有。但酒店领导非常重视，并由总经理亲自担任管理者代表，任命质量监督部和设备部经理分别担任管理者副代表，从而使整个认证工作开展的较为顺利有序。 体系工作初始，从各部门抽调骨干４人临时组成认证办公室，以全面负责整个认证工作。各部门视任务多少分别抽出１－２名兼职人员作为与认证办公室的联络人员，许多实际工作和认证动态及信息都将通过他们来传递与沟通，因此，在选择这些人员时要考虑一定的文化素质和业务能力。同时为实现如期通过认证这一目标，酒店还出台了一些相应的考核制度，以必要的约束。其次采取全员教育与骨干强化相结合形式进行贯标培训，通过咨询老师5天的标准知识培训并考核，使全体员工对ISO9000／14000标准有了一定的理解与认识，为推动体系打下基础。
1, establish the organization network, providing the necessary resources hotel in October 99 officially launched ISO9000 / 14000 two standard system to build the job, initially we have also been some pressure from public opinion, the, time of the, but the biggest difficulty is the lack of experience with peer reference, because at the same time two system establishment and certification in the country are unique. But the hotel leaders attached great importance to, and by general manager personally served as the management representative, appointed quality supervision department and the equipment department manager served as deputy managers, so that the entire certification work more smoothly and orderly. System initial, drawn from various departments backbone 4 temporary certification office, take full charge of the certification work. Each department as the mission number respectively taking the 12 part-time staff as with the certification office liaison staff, a lot of practical work and authentication dynamic and information will be through them to communicate, therefore, the selection of these researchers to consider when certain cultural quality and professional ability. At the same time as scheduled to come true through the certification of this goal, the hotel also introduced a number of corresponding evaluation system, the necessary constraints. Secondly take full education and strengthening the combination form of backbone of mark of be linked together through training, consulting teacher 5 days standard knowledge training and assessment, so that all employees on ISO9000 / 14000 standard to have certain understanding and the understanding, and lay the foundation for promoting system.
２、初始评审初始评审阶段是整个体系建立过程中非常重要的一个环节，由各部门经理组成评审组，考虑到某些专业工作的特殊性，因此包括大堂副理、设备部及保安部一些相关人员同时参加。在初始评审时的资料大多数将作为建立体系的参考，有些直接作为体系文件资料而输出，同时作为第三方审核的重要依据。在这阶段需要做的具体工作有：
2, the initial phase is the initial evaluation system establishment process is an important link, by the Department Manager component review team, taking into account certain profession particularity, therefore includes the assistant manager and security department, equipment department related personnel to participate at the same time. During the initial review information most as a system reference documents, some directly as the system output, at the same time as the third party audit basis. In this stage need to do a specific job:
（一）各部门组织人员进行自查， 识别存在的服务质量问题及相关的环境因素，分析各工作的服务流程，并获取适用的质量与环境所要求的法律法规以及判定各服务活动与环境行为对法律法规符合性等内容。
( a ) departments to organize personnel to carry out self-examination, identify existing problems in service quality and related environmental factors, analysis of the work of the service process, and obtain the applicable quality and environmental requirements of laws and regulations and to determine the service activities and environmental behavior of legal compliance etc..
（二）从各方面如大堂副理、客房、餐厅、 总服务台等放置调查表或以征询形式，广泛收集顾客的意见和要求；通过与环保、卫生、公安、文化等部门联系，充分收集与行业有关的法律法规要求，并将以此为中心展开，作为我们建立体系的基础和管理起点。
( two) from various aspects such as the assistant manager, guest rooms, restaurant, general service station placed questionnaire or to consult form, extensive collection of the opinions and demands of customers; with environmental protection, health, public security, culture and other departments, the full collection and industry relevant statutory and regulatory requirements, and will take this center spreads out, as we build a system foundation and starting point of management.
（三）各部门所识别、收集、 与分析的材料集中送往认证办公室进行最后整理，由认证办公室根据各部门意见来评价现有服务质量与环境管理制度分别与ISO9000/ISO14000之间存在的差距，为下一步文件编写与制订方针等打下扎实基础。
( three) the Department identification, collection, and analysis of material to certification office for final finishing by certification office, according to each department to evaluate the existing service quality and environmental management system and ISO9000 / ISO14000 gap there between, the next step for document preparation and formulation of policy and lay a solid foundation.
（四）形成初评报告，由总经理签阅。初评报告内容涉及：酒店概况、组织结构、职能分配、周围环境、采购现状分析、能源管理分析、服务流程分析、服务质量分析、各相关要素分析、环境风险分析、排放管理、以及环境因素与法律法规清单等内容。
( four) formed the preliminary reports, from general manager to sign. The report content involves: Hotel overview, organization structure, function allocation, the surrounding environment, purchase present situation analysis, energy management analysis, service flow analysis, service quality analysis, the analysis of relevant factors, environmental risk analysis and management, discharge, environmental factors and list of laws and regulations etc..
３、体系策划与设计通过初始评审，酒店的管理现状已基本被描述清楚，针对酒店管理中的薄弱环节，为进一步制订质量方针、环境方针、目标指标、以及环境管理方案等总框架指明了方向，管理体系的构架也由此建立在此基础上。作为体系工作的一项重要内容，即组织机构及其职责（包括从总经理到员工共121个岗位的职责），以及应由程序来控制的相应服务活动，均将在此时得到明确。
3, system planning and design through the initial review, the hotel management present situation has basically been described clearly, in view of the hotel management of the weak links, in order to further develop the quality policy, environmental policy, target, and plan of environmental management and points out the direction of general framework, management system framework is established based on this. As the work of the system an important content, i.e., organizational structure and functions ( including from general manager to staff a total of 121 post duty ), as well as by the procedure to control the corresponding service activities, are at this time to get clear.
４、文件编写体系文件是酒店实施ISO9000标准，建立并保持其服务质量体系有效运行的重要基础工作，也是酒店衡量达到所要求的服务质量以及进行改进的标准和依据，一个体系建立的质量如何，很大程度上取决于文件编写水平。因此全体编写人员在整个编写过程中始终坚持"该说的要说到、说到的要做到、做到的要能看到、最终要有成效"的ISO9000/14000原则，在咨询师的指导下，历经前后４个月共5次修改，最终形成了一套富有酒店特色、结构合理、层次分明、可操作性强的管理体系文件。编写组克服时间紧、经验不足等不利因素，在文件中揉合了ISO9000/14000两个标准的精神，形成萧山国际酒店独特风格。
4, document preparation system document is the hotel implementation of ISO9000 standards, establish and maintain service quality system effective operation of the basic work, hotel is also measured to reach the required quality of service and improve the standard and basis, a system of quality how, depend largely on the document level. Therefore all writers throughout the writing process always adhere to the "that when it comes to, said to do, to see, to eventually effect" ISO9000 / 14000 principle, under the guidance of the Advisory Division, after 4 months in all 5 revisions, eventually forming a rich set of hotel characteristic, structure reasonable, distinct, strong operability management system documents. Preparation of group to overcome the time, experience the adverse element such as inadequacy, in the file with ISO9000 / 14000 two standard spirit, formed a unique style of Xiaoshan International Hotel.
      整套体系文件共分五个层次，即《管理手册》6章22节、《程序文件》41个、《操作规范》126个、《资料制度》47个、《表格记录》143个，共计31万余字。并通过收集相关法律法规和对酒店环境因素的收集与分析，制订了相应的环境目标指标和一系列管理方案，为酒店加强能资源管理、完善环境提供了一套系统化、程序化的科学管理体系。
System file is divided into five levels, namely" Management Handbook" 6 Chapter 22 section," program files" 41,"" 126," operation information system" 47,"" 143 records, a total of 31 thousand words. And through the collection of relevant laws and regulations of the hotel and environmental factors in the collection and analysis, to formulate the corresponding environmental target and a series of management scheme, for the hotel strengthen to resource management, improve environment provides a set of systematic, procedural scientific management system.
        体系文件始终围绕为"顾客服务"这一中心展开，从各方面收集了顾客的要求和法规要求，以此作为酒店管理的起点，并在管理过程中不断反馈这些意见，作为改善服务与环境的依据。文件中我们详细描述了作为四星级酒店所要求的所有服务规范、服务提供规范和服务质量的控制要求以及部门与部门之间的所有接口关系，并尽量与四星级标准的要求相吻合。体系文件的建立，不仅使各项服务活动更有条理、更具规范，同时它也是一套提高员工素质的生动教材。在现场评审时，文件的逻辑性、系统性、层次性及严密性得到了评审专家们的一致认可。
System file always focus on "customer service" is the center, from the collection of customer requirements and regulatory requirements, this hotel management as a starting point, and in the management of continuous feedback during these observations, as to improve the service and environment. In this paper we described in detail as the four Stars Hotel all the required service specification, service standards and service quality control requirements and the interfaces between all departments and departments, and to four star standards coincide. System file creation, not only make the activities more organized, more standard, and it is also a set of improve the quality of the staff of the vivid teaching material. The on-site review, logical, systematic, hierarchy and tightness are review experts unanimously approved.
５、体系运行酒店于2000年元月１日起正式投入运行。为充分体现文件的指导作用，要求各部门严格按文件规定执行，如遇操作困难或不符合实际则必须通过正当途径（在文件和资料控制程序中有详细描述）进行修改，一般情况下文件不能随意修改。为了使体系更好的运行，原有在用制度与文件同时废除，一律使用最新有效版本。在运行过程中，需要不断举行总结、培训、学习等活动。为此光部门经理就组织学习过４次，同时要求部门与部门之间经常进行相互交流与沟通，因为部门之间的接口关系都描述在程序中。通过文件学习，全体员工的ISO9000/14000意识得到进一步加强,同时为修改文件提供了许多宝贵意见，使体系的质量不断得到提升。酒店还专门成立检查小组，以负责日常体系运行的检查、监督与纠正工作。为增加认证氛围，酒店专门编写了ISO9000/14000基础知识,员工人手一份；将质量方针和环境方针制作成绿色小卡片置于大堂、客房等公共区域，以期望为公众所获取，以此加强酒店与顾客的交流和沟通。
5, system operating hotel in January 2000 formally put into operation since 1 days. In order to fully reflect the document guiding role, require departments strictly according to document regulations, such as the case of operation difficult or impractical ( must be made through the proper channels in file and data control procedures are detailed in the description) to modify, under normal circumstances can freely modify file. In order to make the system run better, the original in the system and the abolition of all documents, using the latest available version. During operation, need to undertake summing up, training, learning activities. This light Department Manager organizational learning 4 times, at the same time requirements between different departments often communicate with each other, because the Department at the interface between the relationship described in the procedure. Through document study, all the staff of the ISO9000 / 14000 awareness has been further strengthened, at the same time to modify the file provides many valuable suggestions, make the system have continued to improve the quality of. The hotel also set up a special inspection team to take charge of the daily operation of the system, inspection, supervision and correction work. In order to increase the certification atmosphere, hotel specially prepared ISO9000 / 14000 basic knowledge, staffing a; the policy of quality and environment is made into a green card is placed in the lobby, guest rooms and other public areas, to expect to provide public access, to enhance the hotel and customer exchanges and communication.
６、内部审核与管理评审为验证管理体系的符合性和适宜性以及检验是否具备申请第三方认证，我们分别于３－４月份进行了两次内审。通过内审，不仅可以发现酒店管理方面的许多弱点，同时为缩小与ISO9000/14000 之间的差距奠定基础。在审核前酒店由总经理带队，组织部门骨干10余人专程赴衢州参加了内审员培训，通过培训使内审员掌握了一定的审核知识与技巧。由于领导重视、准备充分，两次内审均达到了预期效果和目的。在审核完毕后，每个不符合项都及时被作出纠正措施及验证。４月下旬，根据从各部门的反馈信息及内部审核报告，酒店组织了一次管理评审，总经理对管理体系的适用性、有效性、充分性以及质量方针、环境方针的适宜性、目标指标、环境管理方案执行情况作出了恰当评价，并对存在问题与不足提出改进意见。二次内审及管理评审的成功举行，有力推动了体系的运行。
6, internal audit and management review management system for verification of conformity and suitability and test whether have for third party certification, we are in 34 month were two internal audit. Through careful, not only can the Discovery Inn Hotel management many weaknesses, and to narrow the gap between 14000 and ISO9000 / lay the foundation. In the review before the hotel led by the managing director, the Organization Department backbone of more than 10 people traveled to Quzhou to participate in the training, through training so that internal auditors to master certain knowledge and skills of the audit. Because the leader takes seriously, prepare, two internal audit has achieved the anticipated effect and purpose. Upon successful completion, each non-conformities timely corrective measures and validation is made. In late April, according to the feedback information from each department and the internal audit reports, the hotel organized a management review, the general manager of the management system of the applicability, effectiveness, adequacy and quality policy, environmental policy suitability, target, environment management programme implementation made proper evaluation, and the existing problems and put forward suggestions for improvement. Two internal audit and management review of the success, promoted the system operation.
三、管理体系建立后的成效通过半年多的运行，酒店的各项管理活动有了较大改善，酒店上下秩序井然，管理人员的工作主动性、积极性明显提高，全体员工精神面貌焕然一新，接口关系被理顺，经营管理走向良性循环，应该说通过两个体系的建立，益处是多方面的。
Three, management system after the establishment of the effect through more than half a year's operation, the hotel's management activities have been greatly improved, the hotel under the orderly, management staff initiative, initiative spirit rises apparently, all staff take on an altogether new aspect, the interface is to straighten out the relationship, management to move toward benign loop, should say through two system establishment, benefits in many aspects.
１、顾客满意率有保障，环境绩效显著自ISO9000/14000 的实施后，全体员工的服务质量意识有了显著增强，人人确立了优质服务的新观念，把"微笑的海洋，温馨的港湾"这一质量方针与"多一份绿色行动，就多一份生存空间"这一环境方针充分贯彻到实际工作岗位上去，并结合酒店开展的各项活动如评选"礼貌大使"等，利用先进的"服务理念"和"绿色饭店理念"，把微笑与绿色献给客人。现在"人人都是酒店形象，事事都关服务质量"已成为全体员工的座右铭。经统计后分析，今年１－６月份，酒店投诉率比去年同期有明显的下降，下降达20％，而顾客满意率上升到99.2%， 比去年同期高出2.1%个百分点，同时商务客人比去年增加15％。环境绩效也有所体现。特别是酒店自去年５月份响应号召，开展"创建绿色饭店"活动以来，积极进取，结合"认证与创绿"有利时机，充分认识到环境保护与绿色消费的重要性，在改善酒店环境方面投入了大量的人力、物力和财力，同时也得到了较好的回报。节约能源和降低资源消耗、有效地利用自然资源是ISO14000重要内容之一。今年１－６月份，水、电、油三项能源支出绝对额比去年同期减少80万元，而这一成绩还不包括客房率上升13.29%及大量设施增加的部分。另外，由于目标指标措施落实到位，光纸张与塑制品的消耗就分别下降了23％和60％。这些结果充分说明了IS014000以最小的能耗、最小的污染获取最大的经济效益这一特点。由于成绩斐然，今年世界环境日这天，酒店被省旅游局命名为首批"绿色饭店"称号。
1, customer satisfaction rate of security, environmental performance significantly from ISO9000 / 14000 implementation, staff awareness of service quality has been significantly enhanced, all established quality new idea, the" smile of marine, haven" of the quality policy and" a green action, the more of a survival space" the environmental policy fully carry out the practical work post, and the hotel 's activities such as choosing " courtesy ambassador" and so on, the use of advanced" service concept" and" the green hotel concept", the smiles and green for the guests. " Now everyone is the image of the hotel, everything off service quality" has become the motto of all staff. Statistical analysis, this 16 month, hotel complaint rate than the same period last year decreased significantly, decreased amounts to 20%, customer satisfaction rate rose to 99.2%, higher than the same period last year by 2.1% percentage points, while the business guests, a 15% increase over last year. Environmental performance can also be seen. In particular the hotel since May of last year in response to the call, to "create a green hotel" since the activity, active enterprising, with" certification and a green" favorable opportunity, fully aware of the importance of environmental protection and green consumption, the improvement of hotel environment has invested a lot of manpower, material and financial resources, but also has better in return. Saving energy and reducing consumption of resources, efficient use of natural resources is one of the important contents of ISO14000. In August this year 16, water, electricity, oil three the energy expenditure of the absolute amount of the same period last year to reduce 800000 yuan, but the results are not included in room rate 13.29% and a large number of facilities to increase part. In addition, since the target index measures put in place, light paper and plastic products consumption has decreased by 23% and 60%. These results show that the IS014000 with minimum energy consumption, minimum pollution to maximize the economic benefits of this feature. As a result of achievement strikings, this year's world environment day, Hotel Provincial Tourism Bureau has been named the first batch of " Green Hotel" title.
2、管理更趋规范憖ISO9000/14000讲究逻辑性， 现管理人员在管理方法的掌握上以及各工作环节的严密性明显有所提高。酒店任何一项活动被推出，我们都会很自然的联想到是否符合ISO相关程序规定，每次活动结束， 总结得失已成为习惯。例如只要质检扣分或一出现投诉，相关部门立即会分析原因并作出纠正措施，以杜绝类似情况发生。现在酒店，遵循Ｐ（计划）－Ｄ（执行）－Ｃ（检查）－Ａ（改进）循环已成为各管理人员的流行语，这不是一般的进步，而是一个质的飞跃。
2, management more standardized Yin ISO9000 / 14000 pay attention to logic, the managers in the management method to master and all aspects of the work rigor has increased significantly. Hotel any activity was launched, we will naturally associate with ISO related procedures, each time the end of the activity, summary gain and loss has become a habit. For example, as long as the quality control points or complaints, the relevant departments will immediately cause analysis and corrective measures, in order to prevent similar situations. Now the hotel, followed by the P ( plan ) D (Executive ) C ( check ) A ( improved ) circulation has become the managers of the popular language, this is not a general progress, but a qualitative leap.
３、控制成本出效益 实施质量和环境管理体系可带来两种效益，一种是可以衡量的经济效益，主要体现在降低成本，节约费用方面，另一种是无法以经济数量来衡量的效益，如竞争力的提高、员工协作精神的加强等，这种则可以在企业长期的发展过程中带来不可估量的长期效益。如酒店成本管理方面，由于通过《分供方评定程序》、《物品采购程序》、《物品验收程序》等相关文件，使采购物品的各个环节都得到有效控制，大大增加了透明度，从而使采购从临时性、盲目性走向计划化、公正化。据统计，今年１－６月份酒店总成本控制与去年相比下降了9.4%，但营业额及平均房价且有较大幅度的提升。
In 3, control of cost efficiency and implement the quality and environment management system can bring two benefits, one can measure the economic benefits, mainly reflected in cost reduction, cost saving, another kind is not measured by the number of benefits to the economy, such as improving the competitiveness of the staff team spirit, strengthening, this is can the development of enterprises in the long-term process of inestimable long-term benefits. Hotels such as cost management, through" sub-supplier assessment procedure"," procurement program"," goods acceptance procedure" and other related documents, to the procurement of goods are in all aspects of effective control, greatly increased the transparency, so that procurement from temporarily blindness toward, plan, fair. According to statistics, this year in 16 Hotel total cost control compared with last year dropped by 9.4%, but the turnover and average prices and have relatively substantially promotion.
４、树立了良好外部形象 酒店率先在全省饭店业中同时导入ISO9000质量管理体系和ISO14000环境管理体系，在规范内部管理的同时，也为酒店树立良好外部形象起到积极作用。企业之间在市场上的竞争不仅是质量、服务、价格等的竞争，更有形象与品牌的竞争。确实，我们在整个认证过程中，非常注重?quot;ISO9000与星级评定标准"、"IS
4, establish a good image of the hotel in the province outside of hotel industry and import ISO9000 quality management system and ISO14000 environmental management system, to regulate the internal management at the same time, but also for the hotel to establish a good external image has played a positive role. Between the enterprise in the market is not only the competition of quality, service, price competition, more image and brand competition. Indeed, we in the authentication process, pay great attention to the? Quot; ISO9000 and star rating standard"," IS