对服务组织的审核指南VIP专享VIP免费

２００９年修订后的关于服务组织的审核指南InternationalOrganizationforStandardizationInternationalAccreditationForumDate:5June2009日期：２００９年６月５日ISO9001AuditingPracticesGroupGuidanceon:ＩＳＯ９００１审核实践组关于服务组织的审核指南Auditingserviceorganizations1.Introduction引言AlthoughISO9001isintendedtoapplytoallkindsoforganizations,regardlessoftype,sizeorproductprovided,thereareanumberofcharacteristicsofserviceorganizationsthatrequirespecificattentionduringathirdpartyaudit.Consequently,thisdocumentaimstoprovideauditorswithguidanceonauditingthecomplianceofserviceorganizationstotherequirementsofISO9001.Particularemphasisisgiventotherequirementsofclause7.3Designanddevelopment,clause7.5.2Validationofprocessesforproductionandserviceprovisionandclause8.3Controlofnonconformingproduct.尽管ISO9001标准的意图可供所有类型的组织应用。不管什么类型、规模大小，或者所提供的产品是什么。在这些组织中总会有某些服务组织的特性，这一点在进行第三方认证审核时，对这些服务特性的要求应当特别加以注意。于是，本文的目的是向审核员提供指导，如何对服务组织根据标准ISO9001进行符合性审核，特别要强调的是标准第7.3条《设计和开发》、第7.5.2条《产生和服务提供过程的确认》以及第8.3条《不合格品的控制》。2.ServiceOrganizations服务组织AccordingtoISO9000,clause3.4.2Product:“Serviceistheresultofatleastoneactivitynecessarilyperformedattheinterfacebetweenthesupplierandcustomerandisgenerallyintangible.Provisionofaservicecaninvolve,forexample,thefollowing:—anactivityperformedonacustomer-suppliedtangibleproduct(e.g.automobiletoberepaired);—anactivityperformedonacustomer-suppliedintangibleproduct(e.g.theincomestatementneededtoprepareataxreturn);—thedeliveryofanintangibleproduct(e.g.thedeliveryofinformationinthecontextofknowledgetransmission);—thecreationofapleasantambienceforthecustomer(e.g.inhotelsandrestaurants).”ISO9000标准第3.4.2条对《产品》定义中有一个注2：“服务通常是无形的，并且是在供方和顾客接触面上至少需要完成一项活动的结果。服务的提供可涉及，例如：—在顾客提供的有形产品（如维护的汽车）上所完成的活动；—在顾客提供的无形产品（如为编写税款申报书所需的收益表）上所完成的活动；—无形产品的交付（如知识传授方面的信息提供）；—为顾客创造氛围（如在宾馆和饭店中）。”Mostorganizationshaveanelementofserviceintheirproduct.Thismayrangefromalmost100%service(inthecaseofalawfirm,forexample),toarelativelysmallservicecomponentinthecaseofamanufacturingorganizationproviding,forexample,after-salesservice.大多数组织在他们所提供的产品中具有服务的要素。这些服务要素所占的比重可以从100%（譬如律师事务所中）到在制造业组织中所提供的相对较小比例的服务，譬如售后服务。3.AuditingGuidance审核指南3.1Designanddevelopmentoftheservice服务的设计和开发Whenconsideringtheapplicabilityornotofclause7.3ofISO9001toaserviceorganization,itisimportanttorememberthedefinitionof“Designanddevelopment”,which,accordingtoISO9000clause3.4.4isthe“setofprocessesthattransformsrequirementsintospecifiedcharacteristics”.Again,accordingtoISO9000requirementsare“needsandexpectationsthatarestated,generallyimpliedorobligatory”,andcharacteristicsoftheservicearedistinguishingfeaturesthatcaninclude:•sensory(e.g.relatedtosmell,touch,taste,sight,hearing)•behavioral(e.g.courtesy,honesty,veracity)•temporal(e.g.punctuality,reliability,availability)•ergonomic(e.g.physiologicalcharacteristic,orrelatedtohumansafety)•tangible(e.g.measurablecharacteristics;thesemaybeeithe...