本譯文表述的雖然是ISO9000:2000系列標準下的質量治理原則，但這些原則與CMM/CMMI標準的治理原則是相通的。非凡是CMMI標準，綜合了三個源標準，也借鑒和融合了當今適用的治理理論和實踐，包括ISO9000等其他的標準的治理思想。各軟件企業所服務的行業不同，企業性質不同，組織戰略不同，實施ISO9000標準，推行CMM/CMMI標準也就會有不同的實施方法。但治理原則應該是一致的。所以，本人翻譯了ISO官方網站上的這篇文章，希望對廣大企業理解和實施CMM/CMMI/ISO9000標準有啟發和幫助。IntrodUCtion 介紹This document introduces the eight quality management PRinciples on which the quality management system standards of the revised ISO 9000:2000 series are based. These principles can be used by senior management as a framework to guide their organizations towards improved performance. The principles are derived from the collective eXPerience and knowledge of the international experts who participate in ISO Technical Committee ISO/TC 176, Quality management and quality assurance, which is responsible for developing and maintaining the ISO 9000 standards. 本文介紹了修訂版ISO9000:2000質量治理體系標準所依據的八大治理原則。這些原則可以作為一個框架，指導高級治理者改進組織的績效。這些原則來源于參與ISO技術委員會ISO/TC176質量治理和質量保證的國際專家組的集體經驗和知識。技術委員會負責ISO9000標準的開發和維護。The eight quality management principles are defined in ISO 9000:2000, Quality management systems Fundamentals and vocabulary, and in ISO 9004:2000, Quality management systems Guidelines for performance improvements. 這八大治理原則在以下二個標準中有定義：ISO9000:2000,質量治理體系基礎和詞匯；ISO9004:2000，質量治理體系績效改進指南。This document gives the standardized descriptions of the principles as they appear in ISO 9000:2000 and ISO 9004:2000. In addition, it provides examples of the benefits derived from their use and of actions that managers typically take in applying the principles to improve their organizations' performance. 本文給出了八大治理原則在ISO 9000:2000和ISO 9004:2000中的標準描述。另外，列舉了使用這些原則的一些好處，以及治理人員應用這些原則改進組織績效的有代表性的做法。Principle 1 Customer focus 原則1 以客戶為關注焦點Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations.
組織依靠于他們的客戶，所以應該了解客戶現在和將來的需求，應該滿足客戶需求并努力超越客戶期望。Key benefits: 要害好處：• Increased revenue and market share oBTained through flexible and fast responses to market opportunities.
通過靈活和快速的對市場機會的反應提高了收入和市場份額。
• Increased effectiveness in the use of the organization's resources to enhance customer satisfaction.
提高了組織對資源的有效利用來增強客戶滿足。
• Improved customer loyalty leading to repeat business.
提高了客戶忠誠度，留住回頭客。
Applying the principle of customer focus typically leads to:
應用以客戶為關注焦點通常需要：
• Researching and understanding customer needs and expectations.
調查研究和理解客戶的需求和期望。
• Ensuring that the objectives of the organization are linked to customer needs and expectations.
確保把組織目標和客戶需求和期望連接起來。
• Communicating customer needs and expectations throughout the organization.
在組織內部全面溝通客戶需求和期望。
• Measuring customer satisfaction and acting on the results.
測量客戶滿足度，并針對結果采取行動。
• Systematically managing customer relationships.
系統的治理客戶關系。
• Ensuring a balanced approach between satisfying customers and other interested parties (such as owners, employees, suppliers, financiers, local communities and society as a whole).
確保在滿足客戶和其他利益團體之間的平衡。利益團體 例子有組織所有者、員工、供給商、金融機構、當地社團、社會。Principle 2 Leadership 原則2 領導作用Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization's objectives.
領導為組織建立統一的目的和方向。領導應該創造和維持一個能讓員工充分地參與組織目標實現的內部環境。Key benefits:要害好處：• People will understand and be motivated towards the organization's goals and objectives.
將會讓員工理解組織目的和目標，并激勵他們向這個方面努力。
• Activities are evaluated, aligned and implemented in a unified way.
將以統一的方式評估、合作和實施各項活動。
• Miscommunication between levels of an organization will be minimized.
將會降低組織各層級之間的溝通誤解。
Applying the principle of leadership typically leads to:
應用領導作用原則通常需要：
• Considering the needs of all interested parties including customers, owners, employees, suppliers, financiers, local communities and society as a whole.
整體考慮各利益團體的需求，包括客戶、組織所有者、員工、供給商、金融機構、當地社團、社會。
• Establishing a clear vision of the organization's future.
為組織未來建立一個清楚的愿景。
• Setting challenging goals and targets.
設置有挑戰性的目的和目標。
• Creating and sustaining shared values, fairness and ethical role models at all levels of the organization.
在組織各層級建立和維護共同的價值觀、公平正直和道德模型。
• Establishing trust and eliminating fear.
建立信任，消除懼怕。
• Providing people with the required resources, training and freedom to act with responsibility and accountability.
為員工提供所需資源、培訓和自主以開展相關的職責和義務。
• Inspiring, encouraging and recognizing people's contributions.
激發、鼓勵和認可員工的貢獻。Principle 3 Involvement of people 原則3 全員參與People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit.
各層級的員工是組織的要素，他們的充分參與能使他們的能力為組織的利益服務。Key benefits: 要害好處：• Motivated, committed and involved people within the organization.
在組織內激勵員工，獲得員工的承諾和參與。
• Innovation and creativity in furthering the organization's objectives.
改革創新和創造以促進公司目標實現。
• People being accountable for their own performance.
員工將對他們自己的績效承擔責任。
• People eager to participate in and contribute to continual improvement.
員工熱心于參加持續改進過程，并積極做貢獻。
Applying the principle of involvement of people typically leads to:
應用全員參與原則通常需要：
• People understanding the importance of their contribution and role in the organization.
員工理解他們的貢獻和任務對組織的重要性。
• People identifying constraints to their performance.
員工識別影響他們績效的限制條件。
• People accepting ownership of problems and their responsibility for solving them.
員工接受和承擔問題，并對解決問題負責。
• People evaluating their performance against their personal goals and objectives.
員工通過對照他們的個人目的和目標，評價他們自己的績效。
• People actively seeking opportunities to enhance their competence, knowledge and experience.
員工積極地尋找提高他們能力、知識和經驗和機會。
• People freely sharing knowledge and experience.
員工自由地共享他們的知識和經驗。
• People openly discussing problems and issues.
員工開放地討論問題。Principle 4 Process approach 原則4 過程方法A desired result is achieved more efficiently when activities and related resources are managed as a process.
• Lower costs and shorter cycle times through effective use of resources.
通過有效地使用資源，降低成本，縮短工期。
• Improved, consistent and predictable results.
得到改進的、一致的和可猜測的結果。
• Focused and prioritized improvement opportunities.
關注改進機會，并劃分優先級。
Applying the principle of process approach typically leads to:
應用過程方法原則通常需要：
• Systematically defining the activities necessary to obtain a desired result.
系統地定義獲得期望結果所必要的活動。
• Establishing clear responsibility and accountability for managing key activities.
為治理要害活動建立清楚的職責和義務。
• Analysing and measuring of the capability of key activities.
分析和測量要害活動的能力。
• Identifying the interfaces of key activities within and between the functions of the organization.
識別要害活動在組織職能部門之間的接口界面。
• Focusing on the factors such as resources, methods, and materials that will improve key activities of the organization.
關注于如資源、方法和原料等能提高組織的要害活動的因素。
• Evaluating risks, consequences and impacts of activities on customers, suppliers and other interested parties.
評估活動對于客戶、供給商和其他利益團體的風險、結果和影響。 本譯文表述的雖然是ISO9000:2000系列標準下的質量治理原則，但這些原則與CMM/CMMI標準的治理原則是相通的。非凡是CMMI標準，綜合了三個源標準，也借鑒和融合了當今適用的治理理論和實踐，包括ISO9000等其他的標準的治理思想。各軟件企業所服務的行業不同，企業性質不同，組織戰略不同，實施ISO9000標準，推行CMM/CMMI標準也就會有不同的實施方法。但治理原則應該是一致的。所以，本人翻譯了ISO官方網站上的這篇文章，希望對廣大企業理解和實施CMM/CMMI/ISO9000標準有啟發和幫助。Introduction 介紹This document introduces the eight quality management principles on which the quality management system standards of the revised ISO 9000:2000 series are based. These principles can be used by senior management as a framework to guide their organizations towards improved performance. The principles are derived from the collective experience and knowledge of the international experts who participate in ISO Technical Committee ISO/TC 176, Quality management and quality assurance, which is responsible for developing and maintaining the ISO 9000 standards. 本文介紹了修訂版ISO9000:2000質量治理體系標準所依據的八大治理原則。這些原則可以作為一個框架，指導高級治理者改進組織的績效。這些原則來源于參與ISO技術委員會ISO/TC176質量治理和質量保證的國際專家組的集體經驗和知識。技術委員會負責ISO9000標準的開發和維護。The eight quality management principles are defined in ISO 9000:2000, Quality management systems Fundamentals and vocabulary, and in ISO 9004:2000, Quality management systems Guidelines for performance improvements. 這八大治理原則在以下二個標準中有定義：ISO9000:2000,質量治理體系基礎和詞匯；ISO9004:2000，質量治理體系績效改進指南。This document gives the standardized descriptions of the principles as they appear in ISO 9000:2000 and ISO 9004:2000. In addition, it provides examples of the benefits derived from their use and of actions that managers typically take in applying the principles to improve their organizations' performance. 本文給出了八大治理原則在ISO 9000:2000和ISO 9004:2000中的標準描述。另外，列舉了使用這些原則的一些好處，以及治理人員應用這些原則改進組織績效的有代表性的做法。Principle 1 Customer focus 原則1 以客戶為關注焦點Organizations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements and strive to exceed customer expectations.
組織依靠于他們的客戶，所以應該了解客戶現在和將來的需求，應該滿足客戶需求并努力超越客戶期望。Key benefits: 要害好處：• Increased revenue and market share obtained through flexible and fast responses to market opportunities.
通過靈活和快速的對市場機會的反應提高了收入和市場份額。
• Increased effectiveness in the use of the organization's resources to enhance customer satisfaction.
提高了組織對資源的有效利用來增強客戶滿足。
• Improved customer loyalty leading to repeat business.
提高了客戶忠誠度，留住回頭客。
Applying the principle of customer focus typically leads to:
應用以客戶為關注焦點通常需要：
• Researching and understanding customer needs and expectations.
調查研究和理解客戶的需求和期望。
• Ensuring that the objectives of the organization are linked to customer needs and expectations.
確保把組織目標和客戶需求和期望連接起來。
• Communicating customer needs and expectations throughout the organization.
在組織內部全面溝通客戶需求和期望。
• Measuring customer satisfaction and acting on the results.
測量客戶滿足度，并針對結果采取行動。
• Systematically managing customer relationships.
系統的治理客戶關系。
• Ensuring a balanced approach between satisfying customers and other interested parties (such as owners, employees, suppliers, financiers, local communities and society as a whole).
確保在滿足客戶和其他利益團體之間的平衡。利益團體 例子有組織所有者、員工、供給商、金融機構、當地社團、社會。Principle 2 Leadership 原則2 領導作用Leaders establish unity of purpose and direction of the organization. They should create and maintain the internal environment in which people can become fully involved in achieving the organization's objectives.
領導為組織建立統一的目的和方向。領導應該創造和維持一個能讓員工充分地參與組織目標實現的內部環境。Key benefits:要害好處：• People will understand and be motivated towards the organization's goals and objectives.
將會讓員工理解組織目的和目標，并激勵他們向這個方面努力。
• Activities are evaluated, aligned and implemented in a unified way.
將以統一的方式評估、合作和實施各項活動。
• Miscommunication between levels of an organization will be minimized.
將會降低組織各層級之間的溝通誤解。
Applying the principle of leadership typically leads to:
應用領導作用原則通常需要：
• Considering the needs of all interested parties including customers, owners, employees, suppliers, financiers, local communities and society as a whole.
整體考慮各利益團體的需求，包括客戶、組織所有者、員工、供給商、金融機構、當地社團、社會。
• Establishing a clear vision of the organization's future.
為組織未來建立一個清楚的愿景。
• Setting challenging goals and targets.
設置有挑戰性的目的和目標。
• Creating and sustaining shared values, fairness and ethical role models at all levels of the organization.
在組織各層級建立和維護共同的價值觀、公平正直和道德模型。
• Establishing trust and eliminating fear.
建立信任，消除懼怕。
• Providing people with the required resources, training and freedom to act with responsibility and accountability.
為員工提供所需資源、培訓和自主以開展相關的職責和義務。
• Inspiring, encouraging and recognizing people's contributions.
激發、鼓勵和認可員工的貢獻。Principle 3 Involvement of people 原則3 全員參與People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit.
各層級的員工是組織的要素，他們的充分參與能使他們的能力為組織的利益服務。Key benefits: 要害好處：• Motivated, committed and involved people within the organization.
在組織內激勵員工，獲得員工的承諾和參與。
• Innovation and creativity in furthering the organization's objectives.
改革創新和創造以促進公司目標實現。
• People being accountable for their own performance.
員工將對他們自己的績效承擔責任。
• People eager to participate in and contribute to continual improvement.
員工熱心于參加持續改進過程，并積極做貢獻。
Applying the principle of involvement of people typically leads to:
應用全員參與原則通常需要：
• People understanding the importance of their contribution and role in the organization.
員工理解他們的貢獻和任務對組織的重要性。
• People identifying constraints to their performance.
員工識別影響他們績效的限制條件。
• People accepting ownership of problems and their responsibility for solving them.
員工接受和承擔問題，并對解決問題負責。
• People evaluating their performance against their personal goals and objectives.
員工通過對照他們的個人目的和目標，評價他們自己的績效。
• People actively seeking opportunities to enhance their competence, knowledge and experience.
員工積極地尋找提高他們能力、知識和經驗和機會。
• People freely sharing knowledge and experience.
員工自由地共享他們的知識和經驗。
• People openly discussing problems and issues.
員工開放地討論問題。Principle 4 Process approach 原則4 過程方法A desired result is achieved more efficiently when activities and related resources are managed as a process.
