基于ISO 9000族标准的质量管理体系有效性评价方案设计

在对现行质量管理体系有效性评价方法利弊分析的基础上,借鉴ISO 9000族标准的质量管理体系有效性方法和管理的系统方法,探讨了质量管理体系有效性评价指标体系设计的4条主要原则;依据质量管理体系有效性的内涵,从其运行结果上提出了应从顾客满意度、员工满意度、投资者满意度、供应商满意度及政府满意度评价5个方面进行质量管理体系有效性评价的观点;建立了包括这5个子目标的具体评价指标体系;并在采用Delphi法进行循环调查的基础上,运用隶属度评价方法,筛选掉了评价值＜0.5的相关指标,确定出了5个子目标对应的3×5个属性指标;然后针对顾客满意度和员工满意度2个子目标的特点,设计了其定性评价模型;针对投资者满意度,供应商满意度及政府满意度3个子目标的特点,设计了其定量评估模型;并依据层次分析原理,提出了质量管理体系整体有效性评价模型;结合某公司实际进行了实证研究,并针对评价结果提出了其质量管理体系整体有效性改进建议.

ISO 9000 Standards Based Appraisal Scheme Design for Quality Management System Validity

On the basis of the analysis of current appraisal methods for quality management system validity,this paper studies the four main principles used for appraisal index system design.According to the connotation of quality management system validity and the system executive results,this paper proposes an appraisal method for the quality management system validity from the following five satisfaction degrees: customers,employees,investigators,providers and societies.Based on the Delphi circular investigations and the subjection degree method,a five sub-objectives with 3 by 5 attributes is determined.Considering the characteristics of the two sub-objectives of the customer and employee satisfaction degree,their qualitative appraisal models are designed.The quantitative appraisal models corresponding to the rest satisfaction degrees are also determined.An entire appraisal model is presented for the quality managent system validity through the hierarchy analysis principle.Based on some examples performed in a company,some suggestions were made to improve the entire system validity.