对待内部顾客的ＩＳＯ９００１：２０００规范

仇志成

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ISO 9001:2000 Protocol in serving Internal Customers

首发时间：2005-03-08

Gryphon SOU ¹

1、Asia International Open University, School of Graduate Studies

Abstract： government department with over 5,000 members in the civil service of Hong Kong Special Administrative Service is of law enforcement nature. Its senior management wishes to drive the Department towards Modernization, Institutionalization and Professionalism. A team is appointed to be a centralized body for quality assurance. Then, it embarked on a tough journey to meet the demanding requirements under ISO 9001:2000. Unlike the other service organizations in modern business, it is serving ‘Internal Customers’ of the same organization whereas its products are mainly services or mentality output to the senior management. Such deviation from the ISO’s origin for manufacturing industry or general service industry may become obstacles for it in meeting the ISO requirements. With the participation of an Advisor of Hong Kong Quality Management Association, it hurdled the ‘Culture Shock’ and successfully formulated its Quality Policy and implemented a tailor-made QMS. This Paper explor

keywords： Culture Shock ISO 9001:2000 Fuzzy Customer Requirement Internal Customers Project Management QMS

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对待内部顾客的ＩＳＯ９００１：２０００规范

仇志成 ¹

1、亚洲（澳门）国际公开大学

摘要： government department with over 5,000 members in the civil service of Hong Kong Special Administrative Service is of law enforcement nature. Its senior management wishes to drive the Department towards Modernization, Institutionalization and Professionalism. A team is appointed to be a centralized body for quality assurance. Then, it embarked on a tough journey to meet the demanding requirements under ISO 9001:2000. Unlike the other service organizations in modern business, it is serving ‘Internal Customers’ of the same organization whereas its products are mainly services or mentality output to the senior management. Such deviation from the ISO’s origin for manufacturing industry or general service industry may become obstacles for it in meeting the ISO requirements. With the participation of an Advisor of Hong Kong Quality Management Association, it hurdled the ‘Culture Shock’ and successfully formulated its Quality Policy and implemented a tailor-made QMS. This Paper explor

关键词：文化衝擊; ISO 9001:2000; 模糊客户需求; 內部顧客; 項目管理; 質量管理體系.

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Gryphon SOU. ISO 9001:2000 Protocol in serving Internal Customers[EB/OL]. Beijing:Sciencepaper Online[2005-03-08]. http://www.paper.edu.cn/releasepaper/content/200503-50.

No.1661138931110243****

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论文编号	200503-50
论文题目	对待内部顾客的ＩＳＯ９００１：２０００规范
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