ASQ-Q9004-2-1991.pdf
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1、ASQC Q9OOY-2 91 075950b 0003588 L O 5 ANSI/ISO/ASQC Q9004-2-1991 AMERICAN NATIONAL STANDARD Quality Management and Qualiiy System Elements-Guidelines for Sewices AMERICAN SOCIETY FOR QUALITY CONTROL 61 1 EAST WISCONSIN AVENUE MILWAUKEE, WISCONSIN 53202 Copyright American Society for Quality Provided
2、 by IHS under license with ASQ Licensee=IHS Employees/1111111001, User=Wing, Bernie Not for Resale, 04/18/2007 10:22:56 MDTNo reproduction or networking permitted without license from IHS -,-,- ASQC Q9004-2 91 H 0759506 0002589 041 = ANSVISO/ASQC Q9004-2-1991 AMERICAN NATIONAL STANDARD Quality Manag
3、ement and Quality System Elements-Guidelines for Sewices Prepared by American Society for Quality Control Standards Committee for American National Standards Committee 2- I on Quality Assurance An American National Standard Approved on November 15, 1995 Descriptors: quality assurance, quality assura
4、nce program, creation, implementation. American National Standards: An American National Standard implies a consensus of those substantially concerned with its scope and provisions. An American National Standard is intended as a guide to aid the manufacturer, the consumer, and the general public. Th
5、e existence of an American National Standard does not in any respect preclude anyone, whether he or she has approved the standard or not, from manufacturing, purchasing, or using products, processes, or procedures not conforming to the standard. American National Standards are subject to periodic re
6、view and users are cautioned to obtain the latest edition. Caution Notice: This American National Standard may be revised or withdrawn at any time. The procedures of the Amer- ican National Standards Institute require that action be taken to reaffirm, revise, or withdraw this standard no later than
7、five years from the date of publication. Purchasers of American National Standards may receive current information on all stan- dards by calling or writing the American National Standards Institute. Copyright American Society for Quality Provided by IHS under license with ASQ Licensee=IHS Employees/
8、1111111001, User=Wing, Bernie Not for Resale, 04/18/2007 10:22:56 MDTNo reproduction or networking permitted without license from IHS -,-,- _ _ _ _ _ ASQC Q9004-2 91 = 0759506 0001590 863 m O 1995 by ASQC Ail rights reserved. No part of this book may be reproduced in any form or by any means, electr
9、onic, mechanical, photo- copying, recording, or otherwise, without the prior written permission of the publisher. ASQC Mission: To facilitate continuous improvement and increase customer satisfaction by identifying, communicating, and promoting the use of quality principles, concepts, and technologi
10、es; and thereby be recognized throughout the world as the leading authority on, and champion for, quality. 10987654321 Printed in the United States of America ) Printed on acid-free paper Published by: ASQC 611 East Wisconsin Avenue Milwaukee, Wisconsin 53202 Copyright American Society for Quality P
11、rovided by IHS under license with ASQ Licensee=IHS Employees/1111111001, User=Wing, Bernie Not for Resale, 04/18/2007 10:22:56 MDTNo reproduction or networking permitted without license from IHS -,-,- Contents Page 1 scope . 1 2 Normative references . 1 3 Definitions 1 4 Characteristics of services
12、. 2 4.1 Service and service delivery characteristics 2 4.2 Control of service and service delivery characteristics . 2 5 Quality system principles 3 5.1 Key aspects of a quality system 3 5.2 Management responsibility . 3 5.3 Personnel and material resources . . . . . . . . . . . . . . . . . . . . .
13、. . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 5.4 Quality system structure . 5 5.5 Interface with customers . 8 6 Quality system operational elements 8 6.1 Marketingprocess . 8 6.2 Design process 9 6.3 Service delivery process . 12 6.4 Service performance analysis and improvement . 13 An
14、nexes A Examples to which ANSVISO/ASQC 49004-2-1991 may be applied . 15 B Cross-reference of quality system elements and clauses . 16 C Bibliography 18 . 111 Copyright American Society for Quality Provided by IHS under license with ASQ Licensee=IHS Employees/1111111001, User=Wing, Bernie Not for Res
15、ale, 04/18/2007 10:22:56 MDTNo reproduction or networking permitted without license from IHS -,-,- ASQC Q7004-2 93 = 0759506 0003592 b3b D Foreword (This foreword is not part of American National Standard ANSI/ISO/ASQC 49004-2-1991, Quality Management and Qualis, System Elementeuidelines for Service
16、s.) IS0 (the International Organization for Standardization) is a worldwide federation of national standards bodies (IS0 mem- ber bodies). The work of preparing International Standards is normally carried out through IS0 technical committees. Each member body interested in a subject for which a tech
17、nical committee has been established has the right to be represented on that committee. International organizations, governmental and nongovernmental, in liaison with ISO, also take part in the work. IS0 collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
18、elec- trotechnical standardization. Draft International Standards adopted by the technical committees are circulated to the member bodies for voting. Publi- cation as an International Standard requires approval by at least 75% of the member bodies casting a vote. International Standard IS0 9004-2 wa
19、s prepared by Technical Committee ISOC 176, Quality management and quality assurance. IS0 9004 consists of the following parts, under the general title QuaZity management and quality system elements: -Part 2: Guidelines for services -Part 3: Guidelines for processed materials -Part 4: Guidelines for
20、 managing quality improvement -Part 5: Guidelines for quality plans -Part 6: Guidelines for configuration management Part 1 is a revision of IS0 9004:1987 (ANSI/ASQC 494-1987). Parts 3 to 6 are in preparation. The United States Technical Advisory Group (TAG) to ISOC 176 is active in all of the activ
21、ities of this committee. It seeks to ensure that all standards written by ISO/TC 176 are consistent with United States interests. This is done by repre- sentative membership on the U.S. TAG, by circulating drafts of proposed standards widely in the United States for com- ment, and by ensuring that t
22、hese comments are considered by the appropriate ISOC 176 working group. By these means, most new or revised International Standards can be adopted readily as American National Standards. Although there are editorial changes to incorporate American language usage and spelling, the American National S
23、tandards are equivalent to the corresponding IS0 Standards. To demonstrate this equivalence, the numerical designation of the American National Standards is the same numerical designation as the corresponding Intemational Standard with a prefix such as Q, in this case 49004-2. Annexes A, B, and C of
24、 ANSI/ISO/ASQC 49004-2-1991 are for information only. Comments concerning this standard will be welcome and considered in future standards development and revision. They should be sent to the Standards Administrator, American Society for Quality Control, 61 1 East Wisconsin Avenue, Mil- waukee, Wisc
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