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GBZ19034-2008: Quality management systems - Guidelines for the application of GB/T 19001-2000 in local government
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Quality management systems - Guidelines for the application of GB/T 19001-2000 in local government
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Basic data | Standard ID | GB/Z 19034-2008 (GB/Z19034-2008) | | Description (Translated English) | Quality management systems - Guidelines for the application of GB/T 19001-2000 in local government | | Sector / Industry | National Standard | | Classification of Chinese Standard | A00 | | Classification of International Standard | 03.120.10 | | Word Count Estimation | 47,496 | | Date of Issue | 2008-10-29 | | Date of Implementation | 2009-05-01 | | Adopted Standard | ISO/IWA 4-2005, IDT | | Regulation (derived from) | ?National Standard Approval Announcement 2008 No.18 (Total No.131) | | Issuing agency(ies) | Ministry of Health of the People's Republic of China | | Summary | This standard specifies the voluntary implementation of GB/T 19001-2000 standard guidance documents. These guidelines for GB/T 19001-2000 standards did not do anything to add, alter or amend. A trusted local governments in the process necessary to provide the required services to the public, it should be sustained and reliable way to ensure that it meets the minimum conditions required for public trust. All processes of local government, including management, core, operations and support processes (see 3. 5) shall constitute a single, complete quality management system. Overall features of the system is very important, otherwise, although in some areas the local government is very trustworthy, but in other areas may be a lack of trust. | GBZ19034-2008: Quality management systems - Guidelines for the application of GB/T 19001-2000 in local government
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Quality management systems. Guidelines for the application of GB/T 19001-2000 in local government
ICS 03.120.10
A00
People's Republic of China national standardization of technical guidance documents
GB /Z19034-2008/ISO /IWA4..2005
Quality Management System
Local government application of GB/T 19001-2000 guide
(ISO /IWA4..2005, Qualitymanagementsystems-Guidelinesfor
the application of ISO 9001..2000 inlocal government, IDT)
Posted.2008-10-29
2009-05-01 implementation
General Administration of Quality Supervision, Inspection and Quarantine of People's Republic of China
China National Standardization Administration released
Directory
Preface Ⅰ
Introduction Ⅱ
1 Scope 1
1.1 General 1
1.2 Application 1
2 Normative references 2
3 Terms and definitions 2
4 quality management system 4
4.1 General requirements 4
4.2 Documents 5
5 Management responsibilities 7
5.1 Management Commitment 7
5.2 Focus on the public 7
5.3 Quality Policy 8
5.4 Planning 8
5.5 Responsibility, authority and communication 9
5.6 Management Review 10
6 Resource Management 11
6.1 Resources Available 11
6.2 Human Resources 12
6.3 Infrastructure 13
6.4 Working environment 13
7 service implementation 13
7.1 Service Planning 13
7.2 Public-related processes 14
7.3 Design and Development 16
7.4 Purchasing 19
7.5 Service Delivery 20
7.6 Monitoring and Measuring Device Control 22
Measurement, Analysis and Improvement
8.1 General 23
8.2 Monitoring and Measurement 23
8.3 Control of Unqualified Services 25
8.4 Data Analysis
8.5 Improvement 27
Appendix A (Informative) Typical Local Government Quality Management Process 29
Appendix B (informative) Local government self-evaluation model 30
References 38
GB /Z19034-2008/ISO /IWA4..2005
Foreword
This Guidance Document is equivalent to ISO /IWA4..2005 "Quality Management System Local Government Application ISO 9001..2000
south".
This Guidance Document is an integral part of the GB/T 19000 family of standards and is consistent with them.
For ease of use, the following technical editorial changes have been made to this technical document.
a) Due to the different administrative systems, the titles of government leaders at all levels in China are different from those of other countries. In line with the actual situation in our country,
Rewrite the note in terminology 3.1;
b) "This Standard" be changed to "This Guidance Technical Paper".
Appendix A and Appendix B of this guidance document are informative appendices.
This Guidance Document is proposed and managed by the National Quality Management and Quality Assurance Standardization Technical Committee (SAC/TC151).
This guiding technical document was drafted by. China National Institute of Standardization, Inner Mongolia Science and Technology Department, China University of Mining and Technology (Beijing) Management College,
Beijing University of Information Science and Technology School of Economics and Management, Shanghai Institute of Quality Management, China Quality Certification Center, Beijing New Century Certification Limited
the company.
The main drafters of this technical guidance document. Li Jing, Tang million gold, Xu Fengjun, An Jingwen, Liu Yu, Liu Jian, Liu Gang, lucky star.
GB /Z19034-2008/ISO /IWA4..2005
Introduction
One of the major challenges facing society today is the need to establish and maintain public trust in government agencies. To this end, the local government is here
The creation of public services with steadily improving quality and financial efficiency, as well as the sustainable development of the community at large, plays an important role. Through harmony,
A consistent approach to the implementation and implementation of national and regional policies can contribute to the promotion of sustained economic prosperity and social justice. In some extreme cases
In the absence of effective regional or national management, local governments can also maintain local stability and promote effective management. In this way, it is possible
A stronger regional, national and global government operation mechanism will be gradually established at the local level. Contrast some local governments have achieved high quality
The amount of performance, other government public policies can be corrected and improved, so that the whole system to become more solid. This method will help
To build a stable and stable local, regional and central government that is worthy of public trust.
Although the public needs and expectations are different in different parts of the world, local governments around the world are experiencing higher levels of public
Lord and diversity, which requires the government to improve its governance capability in an effective and transparent manner. So, as a system, in order to be able to work together
Efficient and coordinated work requires that local governments adequately manage these diverse resources and processes.
The quality management system is designed to enable local governments to meet the needs and expectations of local communities and help them direct and control their own activities
A way to move. In a nutshell, a quality management system includes the organizational structure and the planning, processes, resources, and documentation necessary to achieve quality objectives
As well as continuous improvement of the products and services provided. GB/T 19001-2000 "Quality Management System Requirements" as established
The foundation of a system has gained universal acceptance. It provides a place for local governments to trust the public with their needs and expectations
An effective tool that is understandable and capable of being satisfied in a timely manner on the basis of stability.
GB/T 19000 family of common standards in the basic documents include.
--- GB/T 19000-2000 "Quality Management System Fundamentals and Terminology," which sets out the concept of a quality management system as a whole,
Principles, fundamentals and terminology;
--- GB/T 19001-2000 "quality management system requirements," which provides the ability to continue to meet customers (in this case refers to the local public
Public demand and expectations of the system requirements;
--- GB/T 19004-2000 "Quality Management System Performance Improvement Guide" for the continuous improvement of the organization's overall performance and efficiency
The guide.
The purpose of developing this guidance document is to provide a consistent quality management approach for local governments while
The technical language "Transformation" of GB/T 19001-2000 is a more familiar language for local government personnel. This is done to encourage and advance on the ground
Application of government in the square GB/T 19001-2000. However, it should be recognized that local governments are in different regions and cultures
The specific environment will inevitably be different, it is impossible for different local governments based on GB/T 19001-2000 separate provisions of an implementation of quality control
Management system approach. It is the responsibility of each local government to apply the content provided in this document to its own particular circumstances and circumstances.
Although some local governments may have partially implemented GB/T 19001-2000 in some specific work, this guideline
The purpose of technical documents is to promote the use of standards, including certain additional requirements, throughout the scope of their work. Attached to this Guidance Document
Some examples of services and related processes that local governments should try to provide, as well as ways to evaluate their effectiveness and maturity, are included.
In order to achieve the goal of building a trustworthy, responsible and transparent local government, although GB/T 19001-2000 certification may be sought
Can be encouraged as a local government performance, but this is not necessary. Should not be consistent with GB/T 19001-2000 standard as
My ultimate goal. Once a local government has reached a level that will provide sustainable and qualified services to local communities, it should focus
On the performance of qualified outside, taking into account the use of GB/T 19004-2000 and (or) other excellence model to improve its overall efficiency.
Figure 1 shows the various stages of implementing a quality management system and the role of this guidance document.
GB /Z19034-2008/ISO /IWA4..2005
Figure 1 This schematic diagram of the role of technical documents
This guidance document is intended to assist local governments in understanding and implementing a quality management system that meets the requirements of GB/T 19001-2000
For guidance, to meet public needs and expectations. Appendix A provides some typical local government process information, Appendix B gives the ground
The self-evaluation model used by the square government to implement a complete quality management system.
0.1 General
The adoption of a quality management system should be an organizational strategic decision. The design and implementation of an organization's quality management system is diverse
Needs, specific goals, products offered, the process followed, and the size and structure of the organization. Unified quality management system
Structure or documents are not the purpose of this standard.
The requirements of this standard quality management system is to supplement the product requirements. "Note" is a guide to understanding and explaining the requirements.
This standard can be used internally and externally (including certification bodies) to assess the organization's ability to meet customers, laws and regulations and the organization's own requirements.
The development of this standard has taken into account the quality management principles set out in GB/T 19000 and GB/T 19004.
0.1 General
The purpose of this Guidance Document is to present the concept of quality management in the GB/T 19000 family of standards, as well as the actual
Terms commonly used in work.
Local governments should develop a short-term or medium-term development plan or working party to be accepted, understood and used by staff at all levels
case. However, if there is no or no process needed for the effective implementation of a development plan or work program, then the plan or program itself
There is no guarantee that the needs and expectations of local communities will eventually be realized. In order to help local governments to implement an effective management system, this guidance technology
The focus of the documentation is on the details of the process.
This guidance does not require local government technical documents for quality management system certification, if the local government is willing to choose
GB/T 19001-2000 certification. Through internal quality audit, and from the public, all sectors of society and higher levels of government opinions or comments collected
Set and analysis, it is entirely possible to confirm whether the local government's quality management system meets the requirements.
Any quality management system will be subject to the specific local government's different policies, goals, working methods, existing resources and management status
influences. Therefore, the details of the quality management system of each local government are different. It is not important to describe in detail the implementation of a quality management system
But do want to be sustained and effective results. In order for the quality management system to function properly, the system should be established
To be as simple as possible Local government in order to allow the quality management system to meet its needs to achieve the quality policy and quality objectives, fully understand
Quality management system is very necessary.
GB/T 19000-2000 "Quality Management System Fundamentals and Terminology" states that the successful leadership and operation of an organization requires the use of a
Systematic and transparent management. In order to win the trust of the public, the credibility and transparency of local governments are crucial, while holding
Continued success can only come from implementing a complete quality management system that addresses the needs and expectations of all stakeholders. A worthwhile
A trustworthy and successful local government's quality management system should cover issues that affect its ability to meet the needs of the general public and other stakeholders such as the government or the central government
Find all the activities and processes.
GB /Z19034-2008/ISO /IWA4..2005
0.2 process method
This standard encourages the establishment and implementation of quality management system and improve its effectiveness when using process methods, by meeting customer requirements, increase
Strong customer satisfaction.
In order for the organization to function effectively, it is important to identify and manage the many interrelated activities. Convert input to. By using resources and management
Output activity can be regarded as a process. Often, the output of one process directly forms the input to the next process.
The application of systems of processes within the organization, together with the identification and interaction of these processes and their management, can be referred to as a "process approach."
The advantage of a process approach is the continuous association of the individual processes in the processes of the processes and the combination and interaction of the processes
control.
The use of process approaches in quality management systems emphasizes the importance of.
a) understand and meet the requirements;
b) The process needs to be considered from a value added perspective;
c) the outcome of the process's performance and effectiveness;
d) continually improve the process based on objective measurements.
The process-based quality management system model shown in Figure 1 shows the process links presented in Chapters 4-8. This show
Reflects the customer's role in defining input requirements. Surveillance of customer satisfaction requires that the customer's organization meet its needs
The feeling of the requested information is evaluated. Although this model covers all the requirements of this standard, but did not reflect the process in detail.
Note. In addition, a method called "PDCA" may apply to all processes. The PDCA model can be summarized as follows.
P-planning. According to customer requirements and organizational guidelines, to provide the results to establish the necessary goals and processes;
D-implementation. implementation process;
C-Inspection. Surveillance and measurement of processes and products according to policies, objectives and product requirements, and reporting of results;
A- Disposal. Take steps to continually improve process performance.
Figure 1 Process-based quality management system model
GB /Z19034-2008/ISO /IWA4..2005
0.2 process method
For local governments to adopt a process approach, the first is to be able to identify the different types of
process. This includes the management, operations and support processes, as well as the core processes that local governments must provide to serve (see 3.5).
Each process should be identified.
Who is the customer? (Who accepts the output of the process?) Customers may be internal customers in another department within the same local government, or
External customers who are served by a service, such as the public.
● What is the main input to the process? [For example, laws and regulations require that central government and/or higher level government policies, information, materials and energy
Source, human and financial resources]
What is expected output? (For example. What kind of service is provided?)
● What needs to be controlled to verify process health and/or process results?
● What is the interaction with other local government processes? (The output of one process usually forms the input of another process)
Note. ISO /T C176/SC2/N544 provides further explanation of the "Process Approach".
Examples of local government processes typically include.
a) a strategic management process to determine the role of local government in the socio-economic environment;
b) the process by which local governments provide the resources and capabilities needed to deliver services;
c) the process of maintaining the desired working environment;
d) Development, revision and updating of development plans and working procedures;
e) monitoring and evaluation of service delivery processes;
f) transparent internal and external communication processes; these should include efforts to encourage planning, programs, ideas and practices for local governments
Consensus to promote citizen participation mechanisms for dialogue with internal and external stakeholders;
g) The process of resolving crisis preparedness and response.
Figure 2 Process-based local government quality management system model
GB /Z19034-2008/ISO /IWA4..2005
0.3 and GB/T 19004 relationship
GB/T 19001 and GB/T 19004 have been developed as a pair of harmonized quality management system standards, they complement each other, but also
Use alone. Although these two criteria have different extents, they have similar structures to help them as a coherent one
The standard application.
GB/T 19001 specifies the quality management system requirements for internal use by the organization can also be used for certification or contract purposes. In satisfaction
In terms of customer requirements, GB/T 19001 focuses on the effectiveness of the quality management system.
Compared with GB/T 19001, GB/T 19004 provides a guide for a broader range of quality management system objectives. In addition to validity, the
The standard also pays special attention to continuously improving the overall performance and efficiency of the organization. For Top Managers hoping to continually improve performance through performance
The more GB/T 19001 requirements of those organizations, GB/T 19004 recommended guidelines. However, for certification or contract is not GB/T 19004
the goal of.
Local governments must recognize that the ability to sustain the delivery of qualified services may depend on the availability of resources beyond their direct control
for. To maximize the limited use of available resources, GB/T 19004-2000 gives guidance on how to improve process efficiency.
0.4 Compatibility with other management systems
For the benefit of users, this standard and GB/T 24001-1996 approach each other to enhance the compatibility of the two types of standards.
This standard does not include requirements for other management systems such as environmental management, occupational health and safety management, financial management or risk management
The specific requirements. However, this standard enables organizations to integrate or integrate their own quality management system with the relevant management system requirements. group
In order to establish a quality management system that meets the requirements of this standard, it may change the existing management system.
Local governments to ensure the quality of services provided, through the quality management system to clear the environment, health and safety or other management issues
item. This should not be taken as an assumption that local governments should have one (or more) complete management system in place for these issues, based on which
Party government's own quality management system to judge the situation. However, local governments may need to integrate a quality management system with other management systems
Build or integrate at the same time.
This guideline is for reference only. For advice and comments on this technical document, please contact the Director of Standardization Administration of the State Council
Department reflected.
GB /Z19034-2008/ISO /IWA4..2005
Quality Management System
Local government application of GB/T 19001-2000 guide
Quality Management System Requirements
1 Scope
1.1 General
This standard specifies the quality management system requirements for organizations that have the following requirements.
a) the need to demonstrate its ability to consistently provide products that meet the requirements of customers and applicable laws and regulations;
b) Through the effective application of the system, including the continuous improvement of the system and the assurance of meeting the requirements of the customers and the applicable laws and regulations,
Designed to enhance customer satisfaction.
Note. In this standard, the term "product" applies only to products intended to be provided to customers or customers.
1 Scope
1.1 General
The purpose of this technical document is to provide a voluntary basis for local governments to implement GB/T 19001-2000
Standard guidance document. These guidelines on the GB/T 19001-2000 standard requirements without any addition, change or revision.
A trustworthy local government, in the necessary process of providing the public with the required services, should ensure full and reliable
The minimum required for public trust. All local government processes, including management, core, operational and support processes (see 3.5) should be organized
A single, complete quality management system. The holistic nature of the system is important; otherwise, while local governments are valued in some areas
Trustworthy but may lack trust in other areas. To make a government trustworthy, it should ensure that all its major processes and services are available
The minimum conditions of trust. To achieve this goal, it is recommended that local governments clearly define their management processes, core processes and support processes so that
Gain trust (see Appendix A). Appendix B provides local governments with a diagnostic laborer who evaluates the process, maturity and scope of services
With.
1.2 application
All requirements specified in this standard are generic and are intended to be applicable to organizations of all types, sizes and offering different products.
When any of the requirements of this standard is not applicable due to the characteristics of the organization and its products, they may be considered for deletion.
Except where the exclusion is limited to those in Chapter 7 of this standard that do not affect the organization's ability to provide products that meet the requirements of customers and applicable laws and regulations
Force or responsibility requirements, or can not claim compliance with this standard.
1.2 application
The guiding principles proposed in this guidance document are generic and apply to all types, sizes and services
government.
Since this guidance document is a guideline document, the content provided does not cover the "cut-off" requirement, as it applies
GB/T 19001 standard. Users are free to benefit from the free application of the provisions of this technical document as required.
GB /Z19034-2008/ISO /IWA4..2005
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