质量管理体系.地方政府应用ISO 9001的指南

[中文适用范围]： 本国际标准规定了当组织： a）需要证明其有能力持续提供满足顾客和适用法律法规要求的产品和服务；和 b）旨在通过有效应用体系提高顾客满意度，包括改进体系和确保符合顾客和适用法律法规要求的过程。 本国际标准的所有要求都是通用的，旨在适用于任何组织，无论其类型和规模，也无论其提供的产品和服务如何。 注 1：在本国际标准中，“产品”或“服务”一词仅适用于为顾客提供或顾客要求的产品和服务。 注 2：法律法规要求可以表述为法律要求。 本文件为地方政府理解和实施符合 ISO 9001:2015 要求的质量管理体系提供了指南，以便通过持续向其顾客/公民和所有其他相关方提供产品和服务来满足他们的需求和期望。它通过全面应用 ISO 9001，倡导以负责任和可问责的方式实施质量管理体系。这些指南不增加、更改或修改 ISO 9001 的要求。它适用于所有级别（即战略、战术管理和运营）的所有地方政府流程，以构建一个专注于地方政府实现其目标的全面质量管理体系。这个体系的全面性对于确保地方政府的所有领域都具有规定的可靠性水平（即流程的有效性）至关重要。作为本文件用户的起点，附件 A 提供了一种诊断方法，供地方政府评估其流程、产品和服务的范围和成熟度。附件 B 给出了向客户/公民提供可靠产品和服务所必需的流程。 [外文原描述]： This International Standard specifies requirements for a quality management system when an organization: a) needs to demonstrate its ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements, and b) aims to enhance customer satisfaction through the effective application of the system, including processes for improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements. All the requirements of this International Standard are generic and are intended to be applicable to any organization, regardless of its type or size, or the products and services it provides. NOTE 1 In this International Standard, the terms "product" or "service" only apply to products and services intended for, or required by, a customer. NOTE 2 Statutory and regulatory requirements can be expressed as legal requirements. This document gives guidelines for local governments on understanding and implementing a quality management system that meets the requirements of ISO 9001:2015, in order to meet the needs and expectations of their customers/citizens and all other relevant interested parties by consistently providing them with products and services. It promotes implementing a quality management system in a responsible and accountable manner, through the application of ISO 9001 on a comprehensive basis. These guidelines do not add, change or modify the requirements of ISO 9001. It is applicable to all local government processes at all levels (i.e. strategical, tactical-managerial and operational) in order to constitute a comprehensive quality management system that focuses on the local government achieving its objectives. The comprehensive character of this system is essential to ensure that all the areas of the local government have a specified level of reliability (i.e. effectiveness of the processes). Annex A, as a starting point for users of this document, gives a diagnostic methodology for local governments to evaluate the scope and maturity of their processes and products and services. Annex B gives the processes necessary to provide reliable products and services to customers/citizens.