Iso9001-2008 Arabic
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ﻣﺬﻛﺮﻩ ﺗﻮﺿﻴﺤﻴﺔ
ﻣﻜﺘﺐ ﻣﺤﺴﻦ ﺑﻦ ﻧﺎﻳﻒ ﻟﻼﺳﺘﺸﺎرات اﻹدارﻳﺔ
MBN
ﻣﺨﺘﺼﺮ اﻟﺘﻌﺪﻳﻼت ﻟﻠﻤﻮاﺻﻔﺔ ) ( ISO 9001 : 2008
ﻫﺬﻩ ﺍﻟﻮﺛﻴﻘﺔ: ﺗﻠﺨﺺ ﺍﻻﺧﺘﻼﻓﺎﺕ ﺑﲔ ) ( ISO 9001 : 2000و ) . (ISO 9001 : 2008 ﻓﻴﻤﺎ ﻳﻠﻲ ﺳﻮﻑ ﻧﻌﺮﺽ ﺍﻟﺘﻐﲑﺍﺕ ﺍﻷﺳﺎﺳﻴﺔ ﻭﺍﻟﺘﻐﲑﺍﺕ ﺍﻟﺒﺴﻴﻄﺔ ﻟﻠﻤﻮﺍﺻﻔﺔ ) : ( ISO 9001 : 2008
ﺑﻨﺪ ﺍﳌﻮﺍﺻﻔﺔ 4.1ﻣﺘﻄﻠﺒﺎﺕ ﻋﺎﻣﺔ
ISO 9001 : 2000
ISO 9001 : 2008
ﻋﻨﺪﻣﺎ ﺗﻘﻮﻡ ﺃﻱ ﻣﻨﻈﻤﺔ ﺑﺎﻟﺘﻌﺎﻗﺪ ﻋﻠﻲ ﺃﻱ ﻋﻤﻠﻴﺔ ﺑﺎﻟﺮﻏﻢ ﻣﻦ ﺃﻥ ﻋﻤﻠﻴﺔ ﺍﻟﺘﻌﺎﻗﺪ ﺍﳋﺎﺭﺟﻲ ﻻﺯﺍﻟﺖ ﻣﻊ ﺁﺧﺮﻳﻦ ﻣﻦ ﺷﺄﺎ ﺃﻥ ﺗﺆﺛﺮ ﻋﻠﻲ ﺗﻮﺍﻓﻖ ﺍﳌﻨﺘﺞ ﺟﺰﺀ ﺃﺳﺎﺳﻲ ﰲ ﺍﳌﻌﻴﺎﺭ ﺍﳉﺪﻳﺪ ﻓﻬﻲ ﺗﺆﻛﺪ ﻋﻠﻲ ﻣﻊ ﺍﳌﻌﺎﻳﲑ ﻓﺈﻥ ﺍﳌﻨﻈﻤﺔ ﳚﺐ ﺃﻥ ﺗﻀﻤﻦ ﻭﺟﻮﺩ ﺿﺮﻭﺭﺓ ﺗﻮﺍﻓﻖ ﺍﻟﻌﻤﻠﻴﺔ ﻣﻊ ﻛﻼ ﻣﻦ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺳﻴﻄﺮﺓ ﻭﺇﺷﺮﺍﻑ ﻋﻠﻲ ﺗﻠﻚ ﺍﻟﻌﻤﻠﻴﺎﺕ ﻭﺃﻥ ﺍﻟﻘﺎﻧﻮﻧﻴﺔ ﻭﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﻌﻤﻴﻞ .ﻭﺑﺎﻟﻐﻢ ﻣﻦ ﻗﻴﺎﻡ ﺍﻟﺘﺤﻜﻢ ﰲ ﻣﺜﻞ ﻫﺬﻩ ﺍﻟﺘﻌﺎﻗﺪﺍﺕ ﺳﻮﻑ ﻳﺘﻢ ﺍﳌﻨﻈﻤﺔ ﺑﺎﻟﺘﻌﺎﻗﺪ ﺍﳋﺎﺭﺟﻲ ﺗﻈﻞ ﻣﺴﺌﻮﻟﻴﺔ ﺿﻤﺎﻥ، ﲢﺪﻳﺪﻩ ﺩﺍﺧﻞ ﻧﻈﺎﻡ ﺍﻟﺘﺤﻜﻢ ﰲ ﺍﳉﻮﺩﺓ.
4.2.1ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻮﺛﻴﻖ
4.2.3.fﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻮﺛﻴﻖ
ﺃﻥ ﻛﻞ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻟﻀﺮﻭﺭﻳﺔ ﺗﺘﻮﺍﻓﻖ ﻣﻊ ﻛﺎﻓﺔ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﺸﺮﻳﻌﻴﺔ ﻭﺍﻹﻟﺰﺍﻣﻴﺔ ﻭﺗﻠﻚ ﺍﳋﺎﺻﺔ ﺑﺎﻟﻌﻤﻴﻞ ﻋﻠﻲ ﻋﺎﺗﻖ ﺍﳌﻨﻈﻤﺔ .ﻭﺍﳌﺎﺩﺓ ﺗﻌﺮﻑ ﻣﺴﺌﻮﻟﻴﺎﺕ ﺍﳌﻨﻈﻤﺔ ﺑﺼﻮﺭﺓ ﺃﻛﱪ ﻟﻠﻤﺴﺎﻋﺪﺓ ﰲ ﲢﺪﻳﺪ ﺃﻱ ﺃﺛﺮ ﺃﻭ ﻣﺸﻜﻠﺔ ﻗﺪ ﲢﺪﺙ ﺑﻴﻨﻚ ﻭﺑﲔ ﺍﳌﻮﺭﺩ ﻭﻛﺬﻟﻚ ﻟﻀﻤﺎﻥ ﺇﺩﺍﺭﺎ ﺑﺼﻮﺭﺓ ﻓﻌﺎﻟﺔ ﰲ ﻋﻤﻠﻴﺎﺗﻚ ﺍﻷﺳﺎﺳﻴﺔ.
ﻋﻨﺪﻣﺎ ﻳﺘﻢ ﺫﻛﺮ ﻣﺼﻄﻠﺢ "ﺇﺟﺮﺍﺀﺍﺕ ﻣﻮﺛﻘﺔ" ﰲ ﺗﺘﻀﻤﻦ ﻫﺬﻩ ﺍﻟﻔﻘﺮﺓ ﺍﻹﺷﺎﺭﺓ ﺇﱄ ﺍﳌﻮﺍﻗﻒ ﺍﻟﱵ ﻓﻴﻬﺎ ﺇﻃﺎﺭ ﺍﳌﻌﻴﺎﺭ ﺍﻟﺪﻭﱄ ﻓﺈﻥ ﺫﻟﻚ ﻳﻌﲏ ﺃﻥ ﺍﻹﺟﺮﺍﺀﺍﺕ ﻭﺛﻴﻘﺔ ﻭﺍﺣﺪﺓ ﳝﻜﻦ ﺃﻥ ﲢﺘﻮﻱ ﻋﻠﻲ ﺃﻛﺜﺮ ﻣﻦ ﺇﺟﺮﺍﺀ .ﻭﺇﺟﺮﺍﺀﺍﺕ ﺍﻟﺘﻮﺛﻴﻖ ﳝﻜﻦ ﺃﻥ ﺗﻐﻄﻴﻬﺎ ﻭﺛﻴﻘﺔ ﳏﺪﺩﺓ ﻭﻣﻮﺛﻘﺔ ﻭﻣﻄﺒﻘﺔ ﻭﻳﺘﻢ ﺍﳊﻔﺎﻅ ﻋﻠﻴﻬﺎ. ﻭﺍﺣﺪﺓ ﺃﻭ ﺃﻛﺜﺮ .ﻫﻨﺎﻙ ﻣﺮﻭﻧﺔ ﺃﻛﱪ ﰲ ﺧﻠﻖ ﺇﺟﺮﺍﺀﺍﺕ ﺍﻟﺘﻮﺛﻴﻖ. ﺗﺘﻢ ﻟﻀﻤﺎﻥ ﺃﻥ ﺍﻟﻮﺛﺎﺋﻖ ﺫﺍﺕ ﺍﳌﺼﺎﺩﺭ ﺍﳋﺎﺭﺟﻴﺔ ﻳﺘﻢ ﺍﻵﻥ ﻣﻄﻠﻮﺏ ﻣﻦ ﺍﳌﻨﻈﻤﺔ ﲢﺪﻳﺪ ﻣﺪﻯ ﺍﻟﻮﺛﺎﺋﻖ ﺍﳋﺎﺭﺟﻴﺔ ﺍﻟﱵ ﺗﺘﻄﻠﺐ ﲢﻜﻢ ﺑﻐﺮﺽ ﺍﳊﻔﺎﻅ ﻋﻠﻲ ﲢﺪﻳﺪﻫﺎ ﻭﺍﻟﺘﺤﻜﻢ ﰲ ﺗﻮﺯﻳﻌﻬﺎ. ﻧﻈﺎﻡ ﺍﻹﺩﺍﺭﺓ ﻭﺗﺸﻐﻴﻠﻪ.
5.5.2ﳑﺜﻞ ﺍﻹﺩﺍﺭﺓ
ﺗﻘﻮﻡ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﺑﺘﻌﻴﲔ ﻋﺪﺩ ﻣﻦ ﺍﻹﺩﺍﺭﻳﲔ ﺍﳌﻌﻴﺎﺭ ﳛﺪﺩ ﺃﻥ ﻋﻀﻮ ﺍﻹﺩﺍﺭﺓ ﳚﺐ ﺃﻥ ﻳﻜﻮﻥ ﻭﺍﻟﺬﻳﻦ ،ﺑﺼﺮﻑ ﺍﻟﻨﻈﺮ ﻋﻦ ﻣﻬﺎﻣﻬﻢ ﺍﻷﺧﺮﻯ ﻋﻀﻮﺍ ﰲ ﻓﺮﻳﻖ ﺇﺩﺍﺭﺓ ﺍﳌﻨﻈﻤﺔ ﻭﻟﻴﺲ ﻋﻀﻮ ﺇﺩﺍﺭﺓ ﻣﻦ ﺍﳋﺎﺭﺝ. ﺗﻜﻮﻥ ﻟﺪﻳﻬﻢ ﻣﺴﺌﻮﻟﻴﺔ ﻭﺳﻠﻄﺔ ﺗﺘﻀﻤﻦ...
6.2.1ﺍﳌﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ :ﻋﺎﻡ
ﺍﻟﻌﺎﻣﻠﲔ ﺍﻟﺬﻳﻦ ﻳﻘﻮﻣﻮﻥ ﺑﻌﻤﻞ ﻳﺆﺛﺮ ﻋﻠﻲ ﺟﻮﺩﺓ ﺍﻟﻜﻔﺎﺀﺓ ﻫﻲ ﻣﻦ ﺍﻷﻣﻮﺭ ﺍﻷﺳﺎﺳﻴﺔ ﻭﺍﺯﺩﺍﺩﺕ ﻗﻴﻤﺘﻬﺎ ﺍﳌﻨﺘﺞ ﳚﺐ ﺃﻥ ﺗﺘﻮﺍﻓﺮ ﻟﺪﻳﻬﻢ ﻛﻔﺎﺀﺓ ﻋﻠﻲ ﺃﺳﺎﺱ ﰲ ﺍﳌﻌﻴﺎﺭ ﺍﳉﺪﻳﺪ ﻭﻫﻮ ﳛﺪﺩ ﻛﻔﺎﺀﺓ ﺍﻟﻌﺎﻣﻠﲔ ﺍﻟﱵ ﺍﻟﺘﻌﻠﻴﻢ ﻭﺍﻟﺘﺪﺭﻳﺐ ﻭﺍﳌﻬﺎﺭﺍﺕ ﻭﺍﳋﱪﺓ ﺍﳌﻼﺋﻤﺔ ﺗﺆﺛﺮ ﻋﻠﻲ ﺗﻮﺍﻓﻖ ﺍﳌﻨﺘﺞ ﺑﺼﻮﺭﺓ ﻣﺒﺎﺷﺮﺓ ﺃﻭ ﻏﲑ ﻣﺒﺎﺷﺮﺓ ﻣﻊ ﻣﻌﺎﻳﲑ ﺍﳉﻮﺩﺓ ﻭﺫﻟﻚ ﳚﺐ ﺃﻥ ﳜﻀﻊ ﻟﻄﺒﻴﻌﺔ ﺍﻟﻌﻤﻞ. ﻟﺴﻴﻄﺮﺓ ﺍﳌﻨﻈﻤﺔ.
23, November 2008
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ﻣﺬﻛﺮﻩ ﺗﻮﺿﻴﺤﻴﺔ
ﻣﻜﺘﺐ ﻣﺤﺴﻦ ﺑﻦ ﻧﺎﻳﻒ ﻟﻼﺳﺘﺸﺎرات اﻹدارﻳﺔ
ﺑﻨﺪ ﺍﳌﻮﺍﺻﻔﺔ ) 6.3 ( cﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ
ISO 9001 : 2000
ﺍﳋﺪﻣﺎﺕ ﺍﳌﺴﺎﻋﺪﺓ ﻣﺜﻞ)ﺍﻟﻨﻘﻞ ﻭﺍﻻﺗﺼﺎﻻﺕ(.
MBN
ISO 9001 : 2008
ﻣﻦ ﺑﲔ ﺃﻣﺜﻠﺔ ﺫﻟﻚ ﺍﻵﻥ ﳒﺪ ﻧﻈﻢ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻟﻀﻤﺎﻥ ﻭﺻﻮﻝ ﺍﳌﻨﺘﺞ .ﻭﺍﳌﻌﻴﺎﺭ ﺍﳉﺪﻳﺪ ﺃﻛﺜﺮ ﻭﺿﻮﺣﺎ ﻋﻦ ﻃﺮﻳﻖ ﲢﺪﻳﺪ ﺃﻥ ﺍﳌﻨﺘﺠﺎﺕ ﻳﺘﻢ ﺇﻃﻼﻗﻬﺎ ﻟﻜﻲ ﺗﺼﻞ ﺇﱄ ﺍﳌﺴﺘﻬﻠﻚ .ﻭﺍﳌﻨﻈﻤﺔ ﳚﺐ ﺃﻥ ﲢﺘﻔﻆ ﺑﺴﺠﻼﺕ ﻋﻦ ﻣﻦ ﻫﻮ ﺍﳌﺴﺌﻮﻝ ﻋﻦ ﺇﻃﻼﻕ ﺍﳌﻨﺘﺞ ﻛﻲ ﻳﺼﻞ ﻟﻠﻤﺴﺘﻬﻠﻚ.
ﺍﳌﻨﻈﻤﺔ ﺳﻮﻑ ﺗﻘﺮﺭ ﻭﺗﺪﻳﺮ ﺑﻴﺌﺔ ﺍﻟﻌﻤﻞ ﺍﻟﱵ ﺗﻜﻮﻥ ﺇﻥ ﺗﻌﺮﻳﻒ ﺑﻴﺌﺔ ﺍﻟﻌﻤﻞ ﺍﻵﻥ ﻫﻮ ﺃﻛﺜﺮ ﲢﺪﻳﺪﺍ ﻛﻲ ﻳﺘﻀﻤﻦ ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﺒﻴﺌﻴﺔ ﻭﺍﳌﺎﺩﻳﺔ ﻭﻋﻮﺍﻣﻞ ﺃﺧﺮﻯ ﺿﺮﻭﺭﻳﺔ ﻟﺘﺤﻘﻴﻖ ﺍﻟﺘﻮﺍﻓﻖ ﻣﻊ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻹﻧﺘﺎﺝ. ﻣﺜﻞ ﺍﳌﻨﺎﺥ ﻭﺍﻹﺿﺎﺀﺓ ﻭﺍﻟﺼﻮﺕ ﻭﺩﺭﺟﺔ ﺍﳊﺮﺍﺭﺓ
6.4
ﻟﻠﺘﺄﻛﺪ ﻣﻦ ﲢﻘﻖ ﺷﺮﻭﻁ ﺗﻮﺍﻓﻖ ﺍﳌﻨﺘﺞ ﻣﻊ ﺍﳌﻌﺎﻳﲑ ﺍﳌﻘﺮﺭﺓ. 7.2.1.aﲢﺪﻳﺪ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺫﺍﺕ ﺍﻟﻌﻼﻗﺔ ﺑﺎﳌﻨﺘﺞ
ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﱵ ﳛﺪﺩﻫﺎ ﺍﳌﺴﺘﻬﻠﻚ ﻭﺗﺘﻀﻤﻦ ﺍﳌﻌﻴﺎﺭ ﺍﳉﺪﻳﺪ ﻳﻮﻓﺮ ﻭﺻﻔﺎ ﳌﺎﻫﻴﺔ ﻣﺎ ﺑﻌﺪ ﺍﻟﺘﻮﺻﻴﻞ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻮﺻﻴﻞ ﻭﻣﺘﻄﻠﺒﺎﺕ ﺃﻧﺸﻄﺔ ﻣﺎ ﺑﻌﺪ ﻭﺍﻟﱵ ﺗﺘﻀﻤﻦ ﺍﻻﻟﺘﺰﺍﻣﺎﺕ ﺍﻟﺘﻌﺎﻗﺪﻳﺔ ﻣﺜﻞ ﺧﺪﻣﺎﺕ ﺍﻟﺼﻴﺎﻧﺔ ﻭﻗﻄﻊ ﺍﻟﻐﻴﺎﺭ ﻭﺗﻮﻓﲑ ﺍﻟﻀﻤﺎﻥ ﻭﺍﻟﺘﺨﻠﺺ ﺍﻟﺘﻮﺻﻴﻞ. ﻣﻦ ﺍﻟﻨﻔﺎﻳﺎﺕ)ﺍﻟﺘﺪﻭﻳﺮ ﺃﻭ ﺍﻟﺮﻣﻲ(.
7.3.1ﲣﻄﻴﻂ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ
ﺍﳌﻨﻈﻤﺔ ﺳﻮﻑ ﺗﺪﻳﺮ ﺍﻟﺘﻮﺍﺻﻞ ﻣﺎ ﺑﲔ ﺍﳉﻤﺎﻋﺎﺕ ﺍﳌﺨﺘﻠﻔﺔ ﺍﳌﺸﺘﺮﻛﺔ ﰲ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ ﻟﻀﻤﺎﻥ ﺍﻟﺘﻮﺍﺻﻞ ﺍﻟﻔﻌﺎﻝ ﻭﺍﻟﺘﻮﺯﻳﻊ ﺍﻟﻮﺍﺿﺢ ﻟﻠﻤﻬﺎﻡ ﻭﻳﺘﻢ ﲢﺪﻳﺚ ﺧﻄﻂ ﺍﻹﻧﺘﺎﺝ ﲟﺎ ﻳﺘﻼﺋﻢ ﻣﻊ ﻣﺮﺍﺣﻞ ﺗﻘﺪﻡ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ.
7.3.3ﳐﺮﺟﺎﺕ ﺍﻟﺘﺼﻤﻴﻢ
ﺳﻮﻑ ﻳﺘﻢ ﺗﻘﺪﱘ ﻧﻮﺍﺗﺞ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ ﰲ ﰎ ﺇﺿﺎﻓﺔ ﻭﺻﻒ ﺇﺿﺎﰲ ﻟﺘﺤﺪﻳﺪ ﻣﻌﲎ ﺗﻮﻓﲑ ﺷﻜﻞ ﳚﻌﻞ ﻣﻦ ﺍﳌﻤﻜﻦ ﺍﻟﺘﺄﻛﺪ ﻣﻨﻬﺎ ﻭﺳﻮﻑ ﻳﺘﻢ ﺍﳋﺪﻣﺔ ﻟﻜﻲ ﻳﺘﻀﻤﻦ ﺗﻔﺎﺻﻴﻞ ﺣﻮﻝ ﻛﻴﻔﻴﺔ ﺣﻔﻆ ﺍﳌﻮﺍﻓﻘﺔ ﻋﻠﻴﻪ ﻗﺒﻞ ﺇﻃﻼﻗﻪ.ﻭﻧﺎﺗﺞ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ ﺍﳌﻨﺘﺞ. ﺳﻮﻑ: ) ﺃ ( ) ،ﺏ ( ) ،ﺝ ( ) ،ﺩ ( ....
7.6ﺿﺒﻂ ﺃﺟﻬﺰﺓ ﺍﳌﺮﺍﻗﺒﺔ ﻭﺍﻟﻘﻴﺎﺱ 8.2.1ﺭﺿﺎ ﺍﻟﺰﺑﻮﻥ
23, November 2008
ﰎ ﺇﺿﺎﻓﺔ ﺑﻨﺪ ﺇﺭﺷﺎﺩﻱ ﺇﺿﺎﰲ ﻟﺘﻮﺳﻴﻊ ﺗﻌﺮﻳﻒ ﻫﺬﻩ ﺍﳌﺎﺩﺓ .ﻭﺍﳌﻌﻴﺎﺭ ﻳﻘﻮﻝ ﻟﻠﻤﺴﺘﺨﺪﻣﲔ ﺃﻥ ﺍﻷﻧﺸﻄﺔ ﺍﻟﻮﺍﺭﺩﺓ ﰲ ﻫﺬﻩ ﺍﳌﺎﺩﺓ ﳝﻜﻦ ﺍﻟﻘﻴﺎﻡ ﺎ ﻛﻨﺸﺎﻁ ﻭﺍﺣﺪ ﺃﻭ ﺑﺼﻮﺭﺓ ﻣﻨﻔﺼﻠﺔ ﺃﻳﻬﻤﺎ ﺃﻓﻀﻞ ﻟﺘﺤﻘﻴﻖ ﺷﺮﻭﻁ ﻣﻌﻴﺎﺭ ﺍﻹﻧﺘﺎﺝ.
ﻋﻨﺪ ﺍﺳﺘﺨﺪﺍﻡ ﺑﺮﺍﻣﺞ ﺍﳊﺎﺳﺐ ﰲ ﺍﳌﺮﺍﻗﺒﺔ ﻭﺍﻟﻘﻴﺎﺱ ﰎ ﺇﺿﺎﻓﺔ ﺗﻮﺟﻴﻪ ﺟﺪﻳﺪ ﻟﻜﻲ ﻳﻐﻄﻲ ﺍﻟﻘﺪﺭﺓ ﻋﻠﻲ ﻓﺈﻧﻪ ﳚﺐ ﺍﻟﺘﺄﻛﺪ ﻣﻦ ﻗﺪﺭﺓ ﻫﺬﻩ ﺍﻟﱪﺍﻣﺞ ﻋﻠﻰ ﺍﻟﺮﻗﺎﺑﺔ ﺍﻟﺪﺍﺋﻤﺔ ﻋﻠﻲ ﻓﻌﺎﻟﻴﺔ ﺍﻟﱪﳎﻴﺎﺕ ﺍﳌﺴﺘﺨﺪﻣﺔ ﻭﲢﺪﻳﺪ ﻣﺪﻯ ﻣﻼﺀﻣﺘﻬﺎ ﻟﺘﺤﻘﻴﻖ ﺃﻫﺪﺍﻓﻬﺎ. ﺍﻟﻮﻓﺎﺀ ﺑﺎﻟﺘﻄﺒﻴﻖ ﺍﳌﻘﺼﻮﺩ . ..... ﻛﺄﺣﺪ ﻣﻘﺎﻳﻴﺲ ﺃﺩﺍﺀ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻓﺈﻥ ﺍﳌﻨﻈﻤﺔ ﺳﻮﻑ ﺗﺮﺍﻗﺐ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﳌﺘﻌﻠﻘﺔ ﺑﺈﺩﺭﺍﻙ ﺍﳌﺴﺘﻬﻠﻚ ﺣﻮﻝ ﻣﺎ ﺇﺫﺍ ﻛﺎﻧﺖ ﺍﳌﻨﻈﻤﺔ ﻗﺪ ﺣﻘﻘﺖ ﻣﺘﻄﻠﺒﺎﺕ ﺍﳌﺴﺘﻬﻠﻚ ﻭﺇﻥ ﻃﺮﻕ ﺍﳊﺼﻮﻝ ﻋﻠﻲ ﻭﺍﺳﺘﺨﺪﺍﻡ ﻫﺬﻩ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺳﻮﻑ ﻳﺘﻢ ﲢﺪﻳﺪﻫﺎ.
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ﰎ ﺇﺿﺎﻓﺔ ﺇﺷﺎﺭﺓ ﺟﺪﻳﺪﺓ ﻟﺘﻔﺴﲑ ﺍﻟﻄﺮﻕ ﺍﳌﺨﺘﻠﻔﺔ ﺣﻮﻝ ﻗﻴﺎﺱ ﻭﻣﺮﺍﻗﺒﺔ ﺭﺿﺎﺀ ﺍﳌﺴﺘﻬﻠﻚ ﻣﻦ ﺧﻼﻝ ﲢﻠﻴﻞ ﺍﻟﺒﻴﺎﻧﺎﺕ ﻭﺍﻻﺳﺘﻘﺼﺎﺀ ﻭﺍﻟﻀﻤﺎﻥ ﻭﺗﻘﺎﺭﻳﺮ ﺍﳌﺘﻌﺎﻣﻠﲔ.
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ﻣﻜﺘﺐ ﻣﺤﺴﻦ ﺑﻦ ﻧﺎﻳﻒ ﻟﻼﺳﺘﺸﺎرات اﻹدارﻳﺔ
ﺑﻨﺪ ﺍﳌﻮﺍﺻﻔﺔ
ISO 9001 : 2000
MBN
ISO 9001 : 2008
8.2.2ﺍﻟﺘﺪﻗﻴﻖ ﺍﻟﺪﺍﺧﻠﻲ
ﺍﳌﻌﻴﺎﺭ ﺍﻟﻘﺪﱘ ﻻ ﻳﻘﻮﻝ ﺑﻀﺮﻭﺭﺓ ﻭﺟﻮﺩ ﺳﺠﻼﺕ ﺍﳌﻌﻴﺎﺭ ﳛﺪﺩ ﻣﺘﻄﻠﺒﺎﺕ ﺳﺠﻼﺕ ﺍﳌﺮﺍﺟﻌﺔ ﺍﻟﺪﺍﺧﻠﻴﺔ ﺍﻟﱵ ﳚﺐ ﺍﻻﺣﺘﻔﺎﻅ ﺎ. ﻣﺮﺍﺟﻌﺔ ﺩﺍﺧﻠﻴﺔ.
8.2.3ﻣﺮﺍﻗﺒﺔ ﻭﻗﻴﺎﺱ ﺍﻟﻌﻤﻠﻴﺎﺕ
ﺍﳌﻨﻈﻤﺔ ﺳﻮﻑ ﺗﻄﺒﻖ ﻃﺮﻕ ﻣﻼﺋﻤﺔ ﻟﻠﺮﻗﺎﺑﺔ ﻭﻛﻠﻤﺎ ﰎ ﺇﺿﺎﻓﺔ ﺇﺷﺎﺭﺓ ﺟﺪﻳﺪﺓ ﻟﺘﻮﺿﻴﺢ ﻣﻌﲎ" ﺍﻟﻄﺮﻕ ﺃﻣﻜﻦ ﻟﻘﻴﺎﺱ ﻋﻤﻠﻴﺎﺕ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻭﺗﻠﻚ ﺍﳌﻼﺋﻤﺔ" ﻟﺘﺤﺪﻳﺪ ﺃﻥ ﺍﳌﻨﻈﻤﺔ ﳚﺐ ﺃﻥ ﺗﻀﻊ ﰲ ﺍﻟﻄﺮﻕ ﺳﻮﻑ ﺗﻮﺿﺢ ﻗﺪﺭﺓ ﺍﻟﻌﻤﻠﻴﺎﺕ ﻋﻠﻲ ﲢﻘﻴﻖ ﺍﻋﺘﺒﺎﺭﻫﺎ ﳕﻂ ﻭﻣﺪﻯ ﺍﻟﺮﻗﺎﺑﺔ ﻭﺍﻟﻘﻴﺎﺱ ﻟﻜﻞ ﻋﻤﻠﻴﺔ ﺍﻟﻨﺘﺎﺋﺞ ﺍﳌﺨﻄﻂ ﳍﺎ .ﻭﻋﻨﺪﻣﺎ ﻻ ﻳﺘﺤﻘﻖ ﺍﻟﻨﺘﺎﺋﺞ ﻟﺘﺤﺪﻳﺪ ﺃﺛﺮﻫﺎ ﻋﻠﻲ ﻣﺪﻯ ﺗﻮﺍﻓﻖ ﺍﳌﻨﺘﺞ ﻭﻣﺪﻯ ﺍﳌﺨﻄﻂ ﳍﺎ ﺳﻮﻑ ﻳﺘﻢ ﺍﻟﺘﺼﺤﻴﺢ ﻭﺍﲣﺎﺫ ﺇﺟﺮﺍﺀﺍﺕ ﻓﻌﺎﻟﻴﺘﻬﺎ ﰲ ﺇﻃﺎﺭ .QMS ﺗﺼﺤﻴﺤﻴﺔ ﻋﻨﺪﻣﺎ ﺗﺪﻋﻮ ﺍﳊﺎﺟﺔ ﻟﺬﻟﻚ ﻟﻀﻤﺎﻥ ﺍﻟﺘﻮﺍﻓﻖ ﻣﻊ ﻣﻌﺎﻳﲑ ﺍﳌﻨﺘﺞ.
8.2.4ﻣﺮﺍﻗﺒﺔ ﻭﻗﻴﺎﺱ ﺍﳌﻨﺘﺞ
ﻟﻦ ﻳﺘﻢ ﺇﻃﻼﻕ ﺍﳌﻨﺘﺞ ﻭﻛﺬﻟﻚ ﺗﻮﺻﻴﻞ ﺍﳋﺪﻣﺔ ﺣﱴ ﻳﺘﻢ ﺍﻟﺘﺄﻛﺪ ﻣﻦ ﺍﻻﻛﺘﻤﺎﻝ ﺍﳌﺮﺿﻲ ﻟﻠﺘﺮﺗﻴﺒﺎﺕ ﺍﳌﺨﻄﻂ ﳍﺎ)ﺍﻧﻈﺮ ( 7.1ﻭﳚﺐ ﺃﻥ ﻳﺘﻢ ﺍﳌﻮﺍﻓﻘﺔ ﻋﻠﻴﻬﺎ ﻣﻦ ﺍﻟﺴﻠﻄﺎﺕ ﺍﳌﺨﺘﺼﺔ ﻭﻛﺬﻟﻚ ﻣﻦ ﺍﳌﺴﺘﻬﻠﻚ ﻛﻠﻤﺎ ﺃﻣﻜﻦ ﺫﻟﻚ.
ﺍﳌﻌﻴﺎﺭ ﺃﺻﺒﺢ ﺃﻛﺜﺮ ﻭﺿﻮﺣﺎ ﰲ ﲢﺪﻳﺪ ﺃﻥ ﺍﳌﻨﺘﺠﺎﺕ ﻳﺘﻢ ﺇﻃﻼﻗﻬﺎ ﻟﻠﺘﻮﺻﻴﻞ ﻟﻠﻤﺴﺘﻬﻠﻚ ﻭﺍﳌﻨﻈﻤﺔ ﳚﺐ ﺃﻥ ﲢﺘﻔﻆ ﺑﺴﺠﻼﺕ ﻋﻦ ﻣﻦ ﻫﻮ ﺍﳌﺴﺌﻮﻝ ﻋﻦ ﺇﻃﻼﻕ ﺍﳌﻨﺘﺞ.
END ﰎ ﺗﺮﲨﺔ ﻣﻠﺨﺺ ﺍﻟﺘﻌﺪﻳﻼﺕ ﰲ ﺍﳌﻮﺍﺻﻔﺔ ﺍﻟﺪﻭﻟﻴﺔ ISO9001:2008ﲟﻜﺘﺐ ﳏﺴﻦ ﺑﻦ ﻧﺎﻳﻒ ﻟﻼﺳﺘﺸﺎﺭﺍﺕ ﺍﻹﺩﺍﺭﻳﺔ ﻋﻨﺪ ﺍﻟﺮﻏﺒﺔ ﰲ : • ﻣﺰﻳﺪ ﻣﻦ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺃﻭ ﺍﻻﺳﺘﻔﺴﺎﺭ ﺑﺎﻟﻠﻐﺔ ﺍﻟﻌﺮﺑﻴﺔ ﻋﻦ ﳏﺘﻮﻯ ﻫﺬﻩ ﺍﻟﻮﺛﻴﻘﺔ • ﺍﳊﺼﻮﻝ ﻋﻠﻰ ﺍﳌﻮﺍﺻﻔﺔ ﺍﻟﺪﻭﻟﻴﺔ ISO9001:2008ﻭﺭﻗﻴﺎﹰ ﺃﻭ ﺑﺼﻴﻐﺔ
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• ﺗﺄﻫﻴﻞ ﻣﻨﻈﻤﺘﻜﻢ ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﺷﻬﺎﺩﺓ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ • ﺗﺄﻫﻴﻞ ﻣﻨﻈﻤﺘﻜﻢ ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﺷﻬﺎﺩﺓ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺳﻼﻣﺔ ﺍﻷﻏﺬﻳﺔ • ﺗﺄﻫﻴﻞ ﻣﻨﻈﻤﺘﻜﻢ ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﺷﻬﺎﺩﺓ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳌﺨﺘﱪﺍﺕ • ﺗﺄﻫﻴﻞ ﻣﻨﻈﻤﺘﻜﻢ ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﺷﻬﺎﺩﺓ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﻟﺒﻴﺌﺔ
ISO 9001 : 2008 ISO 22000 : 2005 ISO/IEC 17025 ISO 14001 : 2004
• ﻋﻘﺪ ﺑﺮﺍﻣﺞ ﺗﺪﺭﻳﺒﻴﺔ ﻷﻧﻈﻤﺔ ﺍﳉﻮﺩﺓ ﻭﺍﻟﺘﺪﻗﻴﻖ ﺍﻟﺪﺍﺧﻠﻲ • ﺍﻻﺳﺘﻔﺴﺎﺭ ﻋﻦ ﺃﻧﻈﻤﺔ ﺍﳉﻮﺩﺓ ﻭﺁﻟﻴﺔ ﺗﻄﺒﻴﻖ ﺍﻟﻨﻈﺎﻡ ﻳﺘﻢ ﺍﻟﺘﻮﺍﺻﻞ ﻋﻦ ﻃﺮﻳﻖ :
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ﺃﺻﻞ ﻫﺬﺍ ﺍﳌﻠﺨﺺ ﻟﺸﺮﻛﺔ
23, November 2008
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ﻣﻜﺘﺐ ﻣﺤﺴﻦ ﺑﻦ ﻧﺎﻳﻒ ﻟﻼﺳﺘﺸﺎرات اﻹدارﻳﺔ
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ﻣﺨﺘﺼﺮ اﻟﺘﻌﺪﻳﻼت ﻟﻠﻤﻮاﺻﻔﺔ ) ( ISO 9001 : 2008
ﻫﺬﻩ ﺍﻟﻮﺛﻴﻘﺔ: ﺗﻠﺨﺺ ﺍﻻﺧﺘﻼﻓﺎﺕ ﺑﲔ ) ( ISO 9001 : 2000و ) . (ISO 9001 : 2008 ﻓﻴﻤﺎ ﻳﻠﻲ ﺳﻮﻑ ﻧﻌﺮﺽ ﺍﻟﺘﻐﲑﺍﺕ ﺍﻷﺳﺎﺳﻴﺔ ﻭﺍﻟﺘﻐﲑﺍﺕ ﺍﻟﺒﺴﻴﻄﺔ ﻟﻠﻤﻮﺍﺻﻔﺔ ) : ( ISO 9001 : 2008
ﺑﻨﺪ ﺍﳌﻮﺍﺻﻔﺔ 4.1ﻣﺘﻄﻠﺒﺎﺕ ﻋﺎﻣﺔ
ISO 9001 : 2000
ISO 9001 : 2008
ﻋﻨﺪﻣﺎ ﺗﻘﻮﻡ ﺃﻱ ﻣﻨﻈﻤﺔ ﺑﺎﻟﺘﻌﺎﻗﺪ ﻋﻠﻲ ﺃﻱ ﻋﻤﻠﻴﺔ ﺑﺎﻟﺮﻏﻢ ﻣﻦ ﺃﻥ ﻋﻤﻠﻴﺔ ﺍﻟﺘﻌﺎﻗﺪ ﺍﳋﺎﺭﺟﻲ ﻻﺯﺍﻟﺖ ﻣﻊ ﺁﺧﺮﻳﻦ ﻣﻦ ﺷﺄﺎ ﺃﻥ ﺗﺆﺛﺮ ﻋﻠﻲ ﺗﻮﺍﻓﻖ ﺍﳌﻨﺘﺞ ﺟﺰﺀ ﺃﺳﺎﺳﻲ ﰲ ﺍﳌﻌﻴﺎﺭ ﺍﳉﺪﻳﺪ ﻓﻬﻲ ﺗﺆﻛﺪ ﻋﻠﻲ ﻣﻊ ﺍﳌﻌﺎﻳﲑ ﻓﺈﻥ ﺍﳌﻨﻈﻤﺔ ﳚﺐ ﺃﻥ ﺗﻀﻤﻦ ﻭﺟﻮﺩ ﺿﺮﻭﺭﺓ ﺗﻮﺍﻓﻖ ﺍﻟﻌﻤﻠﻴﺔ ﻣﻊ ﻛﻼ ﻣﻦ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺳﻴﻄﺮﺓ ﻭﺇﺷﺮﺍﻑ ﻋﻠﻲ ﺗﻠﻚ ﺍﻟﻌﻤﻠﻴﺎﺕ ﻭﺃﻥ ﺍﻟﻘﺎﻧﻮﻧﻴﺔ ﻭﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﻌﻤﻴﻞ .ﻭﺑﺎﻟﻐﻢ ﻣﻦ ﻗﻴﺎﻡ ﺍﻟﺘﺤﻜﻢ ﰲ ﻣﺜﻞ ﻫﺬﻩ ﺍﻟﺘﻌﺎﻗﺪﺍﺕ ﺳﻮﻑ ﻳﺘﻢ ﺍﳌﻨﻈﻤﺔ ﺑﺎﻟﺘﻌﺎﻗﺪ ﺍﳋﺎﺭﺟﻲ ﺗﻈﻞ ﻣﺴﺌﻮﻟﻴﺔ ﺿﻤﺎﻥ، ﲢﺪﻳﺪﻩ ﺩﺍﺧﻞ ﻧﻈﺎﻡ ﺍﻟﺘﺤﻜﻢ ﰲ ﺍﳉﻮﺩﺓ.
4.2.1ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻮﺛﻴﻖ
4.2.3.fﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻮﺛﻴﻖ
ﺃﻥ ﻛﻞ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻟﻀﺮﻭﺭﻳﺔ ﺗﺘﻮﺍﻓﻖ ﻣﻊ ﻛﺎﻓﺔ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﺸﺮﻳﻌﻴﺔ ﻭﺍﻹﻟﺰﺍﻣﻴﺔ ﻭﺗﻠﻚ ﺍﳋﺎﺻﺔ ﺑﺎﻟﻌﻤﻴﻞ ﻋﻠﻲ ﻋﺎﺗﻖ ﺍﳌﻨﻈﻤﺔ .ﻭﺍﳌﺎﺩﺓ ﺗﻌﺮﻑ ﻣﺴﺌﻮﻟﻴﺎﺕ ﺍﳌﻨﻈﻤﺔ ﺑﺼﻮﺭﺓ ﺃﻛﱪ ﻟﻠﻤﺴﺎﻋﺪﺓ ﰲ ﲢﺪﻳﺪ ﺃﻱ ﺃﺛﺮ ﺃﻭ ﻣﺸﻜﻠﺔ ﻗﺪ ﲢﺪﺙ ﺑﻴﻨﻚ ﻭﺑﲔ ﺍﳌﻮﺭﺩ ﻭﻛﺬﻟﻚ ﻟﻀﻤﺎﻥ ﺇﺩﺍﺭﺎ ﺑﺼﻮﺭﺓ ﻓﻌﺎﻟﺔ ﰲ ﻋﻤﻠﻴﺎﺗﻚ ﺍﻷﺳﺎﺳﻴﺔ.
ﻋﻨﺪﻣﺎ ﻳﺘﻢ ﺫﻛﺮ ﻣﺼﻄﻠﺢ "ﺇﺟﺮﺍﺀﺍﺕ ﻣﻮﺛﻘﺔ" ﰲ ﺗﺘﻀﻤﻦ ﻫﺬﻩ ﺍﻟﻔﻘﺮﺓ ﺍﻹﺷﺎﺭﺓ ﺇﱄ ﺍﳌﻮﺍﻗﻒ ﺍﻟﱵ ﻓﻴﻬﺎ ﺇﻃﺎﺭ ﺍﳌﻌﻴﺎﺭ ﺍﻟﺪﻭﱄ ﻓﺈﻥ ﺫﻟﻚ ﻳﻌﲏ ﺃﻥ ﺍﻹﺟﺮﺍﺀﺍﺕ ﻭﺛﻴﻘﺔ ﻭﺍﺣﺪﺓ ﳝﻜﻦ ﺃﻥ ﲢﺘﻮﻱ ﻋﻠﻲ ﺃﻛﺜﺮ ﻣﻦ ﺇﺟﺮﺍﺀ .ﻭﺇﺟﺮﺍﺀﺍﺕ ﺍﻟﺘﻮﺛﻴﻖ ﳝﻜﻦ ﺃﻥ ﺗﻐﻄﻴﻬﺎ ﻭﺛﻴﻘﺔ ﳏﺪﺩﺓ ﻭﻣﻮﺛﻘﺔ ﻭﻣﻄﺒﻘﺔ ﻭﻳﺘﻢ ﺍﳊﻔﺎﻅ ﻋﻠﻴﻬﺎ. ﻭﺍﺣﺪﺓ ﺃﻭ ﺃﻛﺜﺮ .ﻫﻨﺎﻙ ﻣﺮﻭﻧﺔ ﺃﻛﱪ ﰲ ﺧﻠﻖ ﺇﺟﺮﺍﺀﺍﺕ ﺍﻟﺘﻮﺛﻴﻖ. ﺗﺘﻢ ﻟﻀﻤﺎﻥ ﺃﻥ ﺍﻟﻮﺛﺎﺋﻖ ﺫﺍﺕ ﺍﳌﺼﺎﺩﺭ ﺍﳋﺎﺭﺟﻴﺔ ﻳﺘﻢ ﺍﻵﻥ ﻣﻄﻠﻮﺏ ﻣﻦ ﺍﳌﻨﻈﻤﺔ ﲢﺪﻳﺪ ﻣﺪﻯ ﺍﻟﻮﺛﺎﺋﻖ ﺍﳋﺎﺭﺟﻴﺔ ﺍﻟﱵ ﺗﺘﻄﻠﺐ ﲢﻜﻢ ﺑﻐﺮﺽ ﺍﳊﻔﺎﻅ ﻋﻠﻲ ﲢﺪﻳﺪﻫﺎ ﻭﺍﻟﺘﺤﻜﻢ ﰲ ﺗﻮﺯﻳﻌﻬﺎ. ﻧﻈﺎﻡ ﺍﻹﺩﺍﺭﺓ ﻭﺗﺸﻐﻴﻠﻪ.
5.5.2ﳑﺜﻞ ﺍﻹﺩﺍﺭﺓ
ﺗﻘﻮﻡ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﺑﺘﻌﻴﲔ ﻋﺪﺩ ﻣﻦ ﺍﻹﺩﺍﺭﻳﲔ ﺍﳌﻌﻴﺎﺭ ﳛﺪﺩ ﺃﻥ ﻋﻀﻮ ﺍﻹﺩﺍﺭﺓ ﳚﺐ ﺃﻥ ﻳﻜﻮﻥ ﻭﺍﻟﺬﻳﻦ ،ﺑﺼﺮﻑ ﺍﻟﻨﻈﺮ ﻋﻦ ﻣﻬﺎﻣﻬﻢ ﺍﻷﺧﺮﻯ ﻋﻀﻮﺍ ﰲ ﻓﺮﻳﻖ ﺇﺩﺍﺭﺓ ﺍﳌﻨﻈﻤﺔ ﻭﻟﻴﺲ ﻋﻀﻮ ﺇﺩﺍﺭﺓ ﻣﻦ ﺍﳋﺎﺭﺝ. ﺗﻜﻮﻥ ﻟﺪﻳﻬﻢ ﻣﺴﺌﻮﻟﻴﺔ ﻭﺳﻠﻄﺔ ﺗﺘﻀﻤﻦ...
6.2.1ﺍﳌﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ :ﻋﺎﻡ
ﺍﻟﻌﺎﻣﻠﲔ ﺍﻟﺬﻳﻦ ﻳﻘﻮﻣﻮﻥ ﺑﻌﻤﻞ ﻳﺆﺛﺮ ﻋﻠﻲ ﺟﻮﺩﺓ ﺍﻟﻜﻔﺎﺀﺓ ﻫﻲ ﻣﻦ ﺍﻷﻣﻮﺭ ﺍﻷﺳﺎﺳﻴﺔ ﻭﺍﺯﺩﺍﺩﺕ ﻗﻴﻤﺘﻬﺎ ﺍﳌﻨﺘﺞ ﳚﺐ ﺃﻥ ﺗﺘﻮﺍﻓﺮ ﻟﺪﻳﻬﻢ ﻛﻔﺎﺀﺓ ﻋﻠﻲ ﺃﺳﺎﺱ ﰲ ﺍﳌﻌﻴﺎﺭ ﺍﳉﺪﻳﺪ ﻭﻫﻮ ﳛﺪﺩ ﻛﻔﺎﺀﺓ ﺍﻟﻌﺎﻣﻠﲔ ﺍﻟﱵ ﺍﻟﺘﻌﻠﻴﻢ ﻭﺍﻟﺘﺪﺭﻳﺐ ﻭﺍﳌﻬﺎﺭﺍﺕ ﻭﺍﳋﱪﺓ ﺍﳌﻼﺋﻤﺔ ﺗﺆﺛﺮ ﻋﻠﻲ ﺗﻮﺍﻓﻖ ﺍﳌﻨﺘﺞ ﺑﺼﻮﺭﺓ ﻣﺒﺎﺷﺮﺓ ﺃﻭ ﻏﲑ ﻣﺒﺎﺷﺮﺓ ﻣﻊ ﻣﻌﺎﻳﲑ ﺍﳉﻮﺩﺓ ﻭﺫﻟﻚ ﳚﺐ ﺃﻥ ﳜﻀﻊ ﻟﻄﺒﻴﻌﺔ ﺍﻟﻌﻤﻞ. ﻟﺴﻴﻄﺮﺓ ﺍﳌﻨﻈﻤﺔ.
23, November 2008
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ﻣﺬﻛﺮﻩ ﺗﻮﺿﻴﺤﻴﺔ
ﻣﻜﺘﺐ ﻣﺤﺴﻦ ﺑﻦ ﻧﺎﻳﻒ ﻟﻼﺳﺘﺸﺎرات اﻹدارﻳﺔ
ﺑﻨﺪ ﺍﳌﻮﺍﺻﻔﺔ ) 6.3 ( cﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ
ISO 9001 : 2000
ﺍﳋﺪﻣﺎﺕ ﺍﳌﺴﺎﻋﺪﺓ ﻣﺜﻞ)ﺍﻟﻨﻘﻞ ﻭﺍﻻﺗﺼﺎﻻﺕ(.
MBN
ISO 9001 : 2008
ﻣﻦ ﺑﲔ ﺃﻣﺜﻠﺔ ﺫﻟﻚ ﺍﻵﻥ ﳒﺪ ﻧﻈﻢ ﺍﳌﻌﻠﻮﻣﺎﺕ ﻟﻀﻤﺎﻥ ﻭﺻﻮﻝ ﺍﳌﻨﺘﺞ .ﻭﺍﳌﻌﻴﺎﺭ ﺍﳉﺪﻳﺪ ﺃﻛﺜﺮ ﻭﺿﻮﺣﺎ ﻋﻦ ﻃﺮﻳﻖ ﲢﺪﻳﺪ ﺃﻥ ﺍﳌﻨﺘﺠﺎﺕ ﻳﺘﻢ ﺇﻃﻼﻗﻬﺎ ﻟﻜﻲ ﺗﺼﻞ ﺇﱄ ﺍﳌﺴﺘﻬﻠﻚ .ﻭﺍﳌﻨﻈﻤﺔ ﳚﺐ ﺃﻥ ﲢﺘﻔﻆ ﺑﺴﺠﻼﺕ ﻋﻦ ﻣﻦ ﻫﻮ ﺍﳌﺴﺌﻮﻝ ﻋﻦ ﺇﻃﻼﻕ ﺍﳌﻨﺘﺞ ﻛﻲ ﻳﺼﻞ ﻟﻠﻤﺴﺘﻬﻠﻚ.
ﺍﳌﻨﻈﻤﺔ ﺳﻮﻑ ﺗﻘﺮﺭ ﻭﺗﺪﻳﺮ ﺑﻴﺌﺔ ﺍﻟﻌﻤﻞ ﺍﻟﱵ ﺗﻜﻮﻥ ﺇﻥ ﺗﻌﺮﻳﻒ ﺑﻴﺌﺔ ﺍﻟﻌﻤﻞ ﺍﻵﻥ ﻫﻮ ﺃﻛﺜﺮ ﲢﺪﻳﺪﺍ ﻛﻲ ﻳﺘﻀﻤﻦ ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﺒﻴﺌﻴﺔ ﻭﺍﳌﺎﺩﻳﺔ ﻭﻋﻮﺍﻣﻞ ﺃﺧﺮﻯ ﺿﺮﻭﺭﻳﺔ ﻟﺘﺤﻘﻴﻖ ﺍﻟﺘﻮﺍﻓﻖ ﻣﻊ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻹﻧﺘﺎﺝ. ﻣﺜﻞ ﺍﳌﻨﺎﺥ ﻭﺍﻹﺿﺎﺀﺓ ﻭﺍﻟﺼﻮﺕ ﻭﺩﺭﺟﺔ ﺍﳊﺮﺍﺭﺓ
6.4
ﻟﻠﺘﺄﻛﺪ ﻣﻦ ﲢﻘﻖ ﺷﺮﻭﻁ ﺗﻮﺍﻓﻖ ﺍﳌﻨﺘﺞ ﻣﻊ ﺍﳌﻌﺎﻳﲑ ﺍﳌﻘﺮﺭﺓ. 7.2.1.aﲢﺪﻳﺪ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺫﺍﺕ ﺍﻟﻌﻼﻗﺔ ﺑﺎﳌﻨﺘﺞ
ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﱵ ﳛﺪﺩﻫﺎ ﺍﳌﺴﺘﻬﻠﻚ ﻭﺗﺘﻀﻤﻦ ﺍﳌﻌﻴﺎﺭ ﺍﳉﺪﻳﺪ ﻳﻮﻓﺮ ﻭﺻﻔﺎ ﳌﺎﻫﻴﺔ ﻣﺎ ﺑﻌﺪ ﺍﻟﺘﻮﺻﻴﻞ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻮﺻﻴﻞ ﻭﻣﺘﻄﻠﺒﺎﺕ ﺃﻧﺸﻄﺔ ﻣﺎ ﺑﻌﺪ ﻭﺍﻟﱵ ﺗﺘﻀﻤﻦ ﺍﻻﻟﺘﺰﺍﻣﺎﺕ ﺍﻟﺘﻌﺎﻗﺪﻳﺔ ﻣﺜﻞ ﺧﺪﻣﺎﺕ ﺍﻟﺼﻴﺎﻧﺔ ﻭﻗﻄﻊ ﺍﻟﻐﻴﺎﺭ ﻭﺗﻮﻓﲑ ﺍﻟﻀﻤﺎﻥ ﻭﺍﻟﺘﺨﻠﺺ ﺍﻟﺘﻮﺻﻴﻞ. ﻣﻦ ﺍﻟﻨﻔﺎﻳﺎﺕ)ﺍﻟﺘﺪﻭﻳﺮ ﺃﻭ ﺍﻟﺮﻣﻲ(.
7.3.1ﲣﻄﻴﻂ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ
ﺍﳌﻨﻈﻤﺔ ﺳﻮﻑ ﺗﺪﻳﺮ ﺍﻟﺘﻮﺍﺻﻞ ﻣﺎ ﺑﲔ ﺍﳉﻤﺎﻋﺎﺕ ﺍﳌﺨﺘﻠﻔﺔ ﺍﳌﺸﺘﺮﻛﺔ ﰲ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ ﻟﻀﻤﺎﻥ ﺍﻟﺘﻮﺍﺻﻞ ﺍﻟﻔﻌﺎﻝ ﻭﺍﻟﺘﻮﺯﻳﻊ ﺍﻟﻮﺍﺿﺢ ﻟﻠﻤﻬﺎﻡ ﻭﻳﺘﻢ ﲢﺪﻳﺚ ﺧﻄﻂ ﺍﻹﻧﺘﺎﺝ ﲟﺎ ﻳﺘﻼﺋﻢ ﻣﻊ ﻣﺮﺍﺣﻞ ﺗﻘﺪﻡ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ.
7.3.3ﳐﺮﺟﺎﺕ ﺍﻟﺘﺼﻤﻴﻢ
ﺳﻮﻑ ﻳﺘﻢ ﺗﻘﺪﱘ ﻧﻮﺍﺗﺞ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ ﰲ ﰎ ﺇﺿﺎﻓﺔ ﻭﺻﻒ ﺇﺿﺎﰲ ﻟﺘﺤﺪﻳﺪ ﻣﻌﲎ ﺗﻮﻓﲑ ﺷﻜﻞ ﳚﻌﻞ ﻣﻦ ﺍﳌﻤﻜﻦ ﺍﻟﺘﺄﻛﺪ ﻣﻨﻬﺎ ﻭﺳﻮﻑ ﻳﺘﻢ ﺍﳋﺪﻣﺔ ﻟﻜﻲ ﻳﺘﻀﻤﻦ ﺗﻔﺎﺻﻴﻞ ﺣﻮﻝ ﻛﻴﻔﻴﺔ ﺣﻔﻆ ﺍﳌﻮﺍﻓﻘﺔ ﻋﻠﻴﻪ ﻗﺒﻞ ﺇﻃﻼﻗﻪ.ﻭﻧﺎﺗﺞ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ ﺍﳌﻨﺘﺞ. ﺳﻮﻑ: ) ﺃ ( ) ،ﺏ ( ) ،ﺝ ( ) ،ﺩ ( ....
7.6ﺿﺒﻂ ﺃﺟﻬﺰﺓ ﺍﳌﺮﺍﻗﺒﺔ ﻭﺍﻟﻘﻴﺎﺱ 8.2.1ﺭﺿﺎ ﺍﻟﺰﺑﻮﻥ
23, November 2008
ﰎ ﺇﺿﺎﻓﺔ ﺑﻨﺪ ﺇﺭﺷﺎﺩﻱ ﺇﺿﺎﰲ ﻟﺘﻮﺳﻴﻊ ﺗﻌﺮﻳﻒ ﻫﺬﻩ ﺍﳌﺎﺩﺓ .ﻭﺍﳌﻌﻴﺎﺭ ﻳﻘﻮﻝ ﻟﻠﻤﺴﺘﺨﺪﻣﲔ ﺃﻥ ﺍﻷﻧﺸﻄﺔ ﺍﻟﻮﺍﺭﺩﺓ ﰲ ﻫﺬﻩ ﺍﳌﺎﺩﺓ ﳝﻜﻦ ﺍﻟﻘﻴﺎﻡ ﺎ ﻛﻨﺸﺎﻁ ﻭﺍﺣﺪ ﺃﻭ ﺑﺼﻮﺭﺓ ﻣﻨﻔﺼﻠﺔ ﺃﻳﻬﻤﺎ ﺃﻓﻀﻞ ﻟﺘﺤﻘﻴﻖ ﺷﺮﻭﻁ ﻣﻌﻴﺎﺭ ﺍﻹﻧﺘﺎﺝ.
ﻋﻨﺪ ﺍﺳﺘﺨﺪﺍﻡ ﺑﺮﺍﻣﺞ ﺍﳊﺎﺳﺐ ﰲ ﺍﳌﺮﺍﻗﺒﺔ ﻭﺍﻟﻘﻴﺎﺱ ﰎ ﺇﺿﺎﻓﺔ ﺗﻮﺟﻴﻪ ﺟﺪﻳﺪ ﻟﻜﻲ ﻳﻐﻄﻲ ﺍﻟﻘﺪﺭﺓ ﻋﻠﻲ ﻓﺈﻧﻪ ﳚﺐ ﺍﻟﺘﺄﻛﺪ ﻣﻦ ﻗﺪﺭﺓ ﻫﺬﻩ ﺍﻟﱪﺍﻣﺞ ﻋﻠﻰ ﺍﻟﺮﻗﺎﺑﺔ ﺍﻟﺪﺍﺋﻤﺔ ﻋﻠﻲ ﻓﻌﺎﻟﻴﺔ ﺍﻟﱪﳎﻴﺎﺕ ﺍﳌﺴﺘﺨﺪﻣﺔ ﻭﲢﺪﻳﺪ ﻣﺪﻯ ﻣﻼﺀﻣﺘﻬﺎ ﻟﺘﺤﻘﻴﻖ ﺃﻫﺪﺍﻓﻬﺎ. ﺍﻟﻮﻓﺎﺀ ﺑﺎﻟﺘﻄﺒﻴﻖ ﺍﳌﻘﺼﻮﺩ . ..... ﻛﺄﺣﺪ ﻣﻘﺎﻳﻴﺲ ﺃﺩﺍﺀ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻓﺈﻥ ﺍﳌﻨﻈﻤﺔ ﺳﻮﻑ ﺗﺮﺍﻗﺐ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﳌﺘﻌﻠﻘﺔ ﺑﺈﺩﺭﺍﻙ ﺍﳌﺴﺘﻬﻠﻚ ﺣﻮﻝ ﻣﺎ ﺇﺫﺍ ﻛﺎﻧﺖ ﺍﳌﻨﻈﻤﺔ ﻗﺪ ﺣﻘﻘﺖ ﻣﺘﻄﻠﺒﺎﺕ ﺍﳌﺴﺘﻬﻠﻚ ﻭﺇﻥ ﻃﺮﻕ ﺍﳊﺼﻮﻝ ﻋﻠﻲ ﻭﺍﺳﺘﺨﺪﺍﻡ ﻫﺬﻩ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺳﻮﻑ ﻳﺘﻢ ﲢﺪﻳﺪﻫﺎ.
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ﰎ ﺇﺿﺎﻓﺔ ﺇﺷﺎﺭﺓ ﺟﺪﻳﺪﺓ ﻟﺘﻔﺴﲑ ﺍﻟﻄﺮﻕ ﺍﳌﺨﺘﻠﻔﺔ ﺣﻮﻝ ﻗﻴﺎﺱ ﻭﻣﺮﺍﻗﺒﺔ ﺭﺿﺎﺀ ﺍﳌﺴﺘﻬﻠﻚ ﻣﻦ ﺧﻼﻝ ﲢﻠﻴﻞ ﺍﻟﺒﻴﺎﻧﺎﺕ ﻭﺍﻻﺳﺘﻘﺼﺎﺀ ﻭﺍﻟﻀﻤﺎﻥ ﻭﺗﻘﺎﺭﻳﺮ ﺍﳌﺘﻌﺎﻣﻠﲔ.
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ISO 9001 : 2000
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ISO 9001 : 2008
8.2.2ﺍﻟﺘﺪﻗﻴﻖ ﺍﻟﺪﺍﺧﻠﻲ
ﺍﳌﻌﻴﺎﺭ ﺍﻟﻘﺪﱘ ﻻ ﻳﻘﻮﻝ ﺑﻀﺮﻭﺭﺓ ﻭﺟﻮﺩ ﺳﺠﻼﺕ ﺍﳌﻌﻴﺎﺭ ﳛﺪﺩ ﻣﺘﻄﻠﺒﺎﺕ ﺳﺠﻼﺕ ﺍﳌﺮﺍﺟﻌﺔ ﺍﻟﺪﺍﺧﻠﻴﺔ ﺍﻟﱵ ﳚﺐ ﺍﻻﺣﺘﻔﺎﻅ ﺎ. ﻣﺮﺍﺟﻌﺔ ﺩﺍﺧﻠﻴﺔ.
8.2.3ﻣﺮﺍﻗﺒﺔ ﻭﻗﻴﺎﺱ ﺍﻟﻌﻤﻠﻴﺎﺕ
ﺍﳌﻨﻈﻤﺔ ﺳﻮﻑ ﺗﻄﺒﻖ ﻃﺮﻕ ﻣﻼﺋﻤﺔ ﻟﻠﺮﻗﺎﺑﺔ ﻭﻛﻠﻤﺎ ﰎ ﺇﺿﺎﻓﺔ ﺇﺷﺎﺭﺓ ﺟﺪﻳﺪﺓ ﻟﺘﻮﺿﻴﺢ ﻣﻌﲎ" ﺍﻟﻄﺮﻕ ﺃﻣﻜﻦ ﻟﻘﻴﺎﺱ ﻋﻤﻠﻴﺎﺕ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻭﺗﻠﻚ ﺍﳌﻼﺋﻤﺔ" ﻟﺘﺤﺪﻳﺪ ﺃﻥ ﺍﳌﻨﻈﻤﺔ ﳚﺐ ﺃﻥ ﺗﻀﻊ ﰲ ﺍﻟﻄﺮﻕ ﺳﻮﻑ ﺗﻮﺿﺢ ﻗﺪﺭﺓ ﺍﻟﻌﻤﻠﻴﺎﺕ ﻋﻠﻲ ﲢﻘﻴﻖ ﺍﻋﺘﺒﺎﺭﻫﺎ ﳕﻂ ﻭﻣﺪﻯ ﺍﻟﺮﻗﺎﺑﺔ ﻭﺍﻟﻘﻴﺎﺱ ﻟﻜﻞ ﻋﻤﻠﻴﺔ ﺍﻟﻨﺘﺎﺋﺞ ﺍﳌﺨﻄﻂ ﳍﺎ .ﻭﻋﻨﺪﻣﺎ ﻻ ﻳﺘﺤﻘﻖ ﺍﻟﻨﺘﺎﺋﺞ ﻟﺘﺤﺪﻳﺪ ﺃﺛﺮﻫﺎ ﻋﻠﻲ ﻣﺪﻯ ﺗﻮﺍﻓﻖ ﺍﳌﻨﺘﺞ ﻭﻣﺪﻯ ﺍﳌﺨﻄﻂ ﳍﺎ ﺳﻮﻑ ﻳﺘﻢ ﺍﻟﺘﺼﺤﻴﺢ ﻭﺍﲣﺎﺫ ﺇﺟﺮﺍﺀﺍﺕ ﻓﻌﺎﻟﻴﺘﻬﺎ ﰲ ﺇﻃﺎﺭ .QMS ﺗﺼﺤﻴﺤﻴﺔ ﻋﻨﺪﻣﺎ ﺗﺪﻋﻮ ﺍﳊﺎﺟﺔ ﻟﺬﻟﻚ ﻟﻀﻤﺎﻥ ﺍﻟﺘﻮﺍﻓﻖ ﻣﻊ ﻣﻌﺎﻳﲑ ﺍﳌﻨﺘﺞ.
8.2.4ﻣﺮﺍﻗﺒﺔ ﻭﻗﻴﺎﺱ ﺍﳌﻨﺘﺞ
ﻟﻦ ﻳﺘﻢ ﺇﻃﻼﻕ ﺍﳌﻨﺘﺞ ﻭﻛﺬﻟﻚ ﺗﻮﺻﻴﻞ ﺍﳋﺪﻣﺔ ﺣﱴ ﻳﺘﻢ ﺍﻟﺘﺄﻛﺪ ﻣﻦ ﺍﻻﻛﺘﻤﺎﻝ ﺍﳌﺮﺿﻲ ﻟﻠﺘﺮﺗﻴﺒﺎﺕ ﺍﳌﺨﻄﻂ ﳍﺎ)ﺍﻧﻈﺮ ( 7.1ﻭﳚﺐ ﺃﻥ ﻳﺘﻢ ﺍﳌﻮﺍﻓﻘﺔ ﻋﻠﻴﻬﺎ ﻣﻦ ﺍﻟﺴﻠﻄﺎﺕ ﺍﳌﺨﺘﺼﺔ ﻭﻛﺬﻟﻚ ﻣﻦ ﺍﳌﺴﺘﻬﻠﻚ ﻛﻠﻤﺎ ﺃﻣﻜﻦ ﺫﻟﻚ.
ﺍﳌﻌﻴﺎﺭ ﺃﺻﺒﺢ ﺃﻛﺜﺮ ﻭﺿﻮﺣﺎ ﰲ ﲢﺪﻳﺪ ﺃﻥ ﺍﳌﻨﺘﺠﺎﺕ ﻳﺘﻢ ﺇﻃﻼﻗﻬﺎ ﻟﻠﺘﻮﺻﻴﻞ ﻟﻠﻤﺴﺘﻬﻠﻚ ﻭﺍﳌﻨﻈﻤﺔ ﳚﺐ ﺃﻥ ﲢﺘﻔﻆ ﺑﺴﺠﻼﺕ ﻋﻦ ﻣﻦ ﻫﻮ ﺍﳌﺴﺌﻮﻝ ﻋﻦ ﺇﻃﻼﻕ ﺍﳌﻨﺘﺞ.
END ﰎ ﺗﺮﲨﺔ ﻣﻠﺨﺺ ﺍﻟﺘﻌﺪﻳﻼﺕ ﰲ ﺍﳌﻮﺍﺻﻔﺔ ﺍﻟﺪﻭﻟﻴﺔ ISO9001:2008ﲟﻜﺘﺐ ﳏﺴﻦ ﺑﻦ ﻧﺎﻳﻒ ﻟﻼﺳﺘﺸﺎﺭﺍﺕ ﺍﻹﺩﺍﺭﻳﺔ ﻋﻨﺪ ﺍﻟﺮﻏﺒﺔ ﰲ : • ﻣﺰﻳﺪ ﻣﻦ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺃﻭ ﺍﻻﺳﺘﻔﺴﺎﺭ ﺑﺎﻟﻠﻐﺔ ﺍﻟﻌﺮﺑﻴﺔ ﻋﻦ ﳏﺘﻮﻯ ﻫﺬﻩ ﺍﻟﻮﺛﻴﻘﺔ • ﺍﳊﺼﻮﻝ ﻋﻠﻰ ﺍﳌﻮﺍﺻﻔﺔ ﺍﻟﺪﻭﻟﻴﺔ ISO9001:2008ﻭﺭﻗﻴﺎﹰ ﺃﻭ ﺑﺼﻴﻐﺔ
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• ﺗﺄﻫﻴﻞ ﻣﻨﻈﻤﺘﻜﻢ ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﺷﻬﺎﺩﺓ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ • ﺗﺄﻫﻴﻞ ﻣﻨﻈﻤﺘﻜﻢ ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﺷﻬﺎﺩﺓ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺳﻼﻣﺔ ﺍﻷﻏﺬﻳﺔ • ﺗﺄﻫﻴﻞ ﻣﻨﻈﻤﺘﻜﻢ ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﺷﻬﺎﺩﺓ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳌﺨﺘﱪﺍﺕ • ﺗﺄﻫﻴﻞ ﻣﻨﻈﻤﺘﻜﻢ ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﺷﻬﺎﺩﺓ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﻟﺒﻴﺌﺔ
ISO 9001 : 2008 ISO 22000 : 2005 ISO/IEC 17025 ISO 14001 : 2004
• ﻋﻘﺪ ﺑﺮﺍﻣﺞ ﺗﺪﺭﻳﺒﻴﺔ ﻷﻧﻈﻤﺔ ﺍﳉﻮﺩﺓ ﻭﺍﻟﺘﺪﻗﻴﻖ ﺍﻟﺪﺍﺧﻠﻲ • ﺍﻻﺳﺘﻔﺴﺎﺭ ﻋﻦ ﺃﻧﻈﻤﺔ ﺍﳉﻮﺩﺓ ﻭﺁﻟﻴﺔ ﺗﻄﺒﻴﻖ ﺍﻟﻨﻈﺎﻡ ﻳﺘﻢ ﺍﻟﺘﻮﺍﺻﻞ ﻋﻦ ﻃﺮﻳﻖ :
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