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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 Caution Notice: This American National Standard may be revised or withdrawn at any time.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
25、onsin 53202. V Copyright American Society for Quality Provided 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 -,-,- Introduction Quality and customer satisfacti
26、on are important subjects receiving increasing attention worldwide. ANSI/ISO/ASQC 49004-2-1991 provides a response to this awareness and seeks to encourage organizations and companies to manage the quality aspects of their service activities in a more effective manner. ANSI/ISO/ASQC Q9004-2-1991 bui
27、lds on the quality management principles given in the IS0 9000 to IS0 9004 series. It recognizes that a failure to meet quality objectives can have consequences that may adversely affect the customer, the or- ganization, and society. It further recognizes that it is a management responsibility to en
28、sure that such failures are prevented. The creation and maintenance of quality in an organization is dependent upon a systematic approach to quality manage- ment aimed at ensuring that customer needs are understood and met. The achievement of quality necessitates a commit- ment to quality principles
29、 at all levels in the organization and a continual review and improvement of the established sys- tem of quality management based on feedback of the customers perception of the service provided. The successful application of quality management to a service provides significant opportunities for -imp
30、roved service performance and customer satisfaction, -improved productivity, efficiency, and cost reduction, and -improved market share. To achieve these benefits, a quality system for services should also respond to the human aspects involved in the provision of a service by -managing the social pr
31、ocesses involved in a service, -regarding human interactions as a crucial part of service quality, -recognizing the importance of a customers perception of the organizations image, culture, and performance, -developing the skills and capability of personnel, and -motivating personnel to improve qual
32、ity and to meet customer expectations. vii Copyright American Society for Quality Provided 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
33、0759506 0003594 409 ANSI/ISO/ASQC 49004-2-1991 Quality Management and Quality System Elements-Guidelines for Services 1 SCOPE ANSI/ISO/ASQC 49004-2-1991 gives guidance for es- tablishing and implementing a quality system within an organization, It is based on the generic principles of inter- nal qua
34、lity management described in IS0 9004:1987 (ANSVASQC Q94-1987) and provides a comprehensive overview of a quality system specifically for services. ANSI/ISO/ASQC Q9004-2-1991 can be applied in the context of developing a quality system for a newly offered or modified service. It can also be applied
35、directly when implementing a quality system for an existing service. The quality system embraces all the processes needed to pro- vide an effective service, from marketing to delivery, and includes the analysis of service provided to customers. The concepts, principles, and quality system elements d
36、e- scribed are applicable to all forms of service, whether solely of a service character or in combination with the manufacture and supply of a product. This can be shown as a continuum ranging from a situation where the service is directly related to a product to a situation where there is lit- tle
37、 product involved. Figure 1 illustrates this concept for three types of service. Product content (high) Product content (low) I I I Vehicle sales service Restaurant service Legal service Figure 1 - Product content in a service continuum NOTE 1 Equipment or facilities may also be directly in- volved
38、in providing a service, for example, vending ma- chines or automatic banking machines. The concepts and principles in ANSI/ISO/ASQC 49004- 2-1991 are appropriate to large and small organizations. Although the small service organization will not have, nor need, the complex structure necessaiy in the
39、larger enter- prise, the same principles apply. The difference is simply one of scale. Primarily, the customer w i l l be the ultimate recipient of the service external to the organization. Frequently though, the customer can be internal within the organization; this is es- pecially so in larger org
40、anizations where the customer can be at a subsequent stage in the provisioning process. While ANSI/ISO/ASQC Q94-2-1991 is written principally with respect to external customers, it can also apply to internal customers for overail achievement of the required quality. The selection of operational elem
41、ents and the extent to which they are applied depends on such factors as the market being served, the options of the organization, the nature of the service, the service processes, and the cus- tomer needs. Annex A is for information only, and gives examples of services to which ANSI/ISO/ASQC 49004-
42、2-1991 may be applied. The examples include service activities inher- ently performed in product manufacturing industries. 2 NORMATIVE REFERENCES The following standards contain provisions which, through reference in this text, constitute provisions of ANSI/ISO/ASQC 49004-2-1991. At the time of publ
43、ica- tion, the editions indicated were valid. All standards are subject to revision, and parties to agreements based on ANSIASO/ASQC Q9004-2- 199 1 are encouraged to inves- tigate the possibility of applying the most recent editions of the standards indicated below. The American National Standards I
44、nstitute and members of IEC and IS0 maintain registers of currently valid American National Standards and International Standards. ANSVISO/ASQC A8402- 1994, Quality Management and Quality Assurance-Vocabulary. ANSI/ZSO/ASQC 49000- 1- 1994, Quality Management and Quality Assurance StandardAuidelines
45、for Selec- tion and Use. ANSIASOASQC 49004- 1- 1994, Quality Management and Quality System Elements-Guidelines. 3 DEFINITIONS For the purposes of this American National Standard, the definitions given in ANSI/ISO/ASQC A8402- 1994, together with the following definitions, apply. 1 Copyright American
46、Society for Quality Provided 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 Q004-2 91 0759506 0003595 3q5 ANSI/ISO/ASQC Q9004-2- 1991 NOTES 3.8 quali
47、ty policy: The overall quality intentions and di- rection of an organization as regards quality, as formally expressed by top management. ANSI/ISO/ASQC A84021 2 The term “service organization” is also used to denote “supplier,” as appropriate. . 3.9 quality management: That aspect of the overall man
48、agement function that determines and implements the quality policy. ANSVISO/ASQC A84021 3.10 quality system: The organizational structure, respon- sibiiities, procedures, processes, and resources for imple- menting quality management. ANSVISO/ASQC A84021 3 To provide clearer guidance, some existing definitions (without notes) are repeated with the source given in brackets. 3.1 organization: A company, corporation, f i r m , enter- prise, or association, or part thereof, whether incorporated or not, public or private, that has its own function(s) and a