ISO 10014 1998г. Руководящие указания по управлению

реклама
L?OGBQ?KDBC
HLQ?L
ISO/TR
10014
I_j\h_ba^Zgb_
1998-08-01
JMDH<H>YSB?MD:A:GBYIHMIJ:<E?GBX
WDHGHFBDHCD:Q?KL<:
GUIDELINES FOR MANAGING THE ECONOMICS
OF QUALITY
J_]bkljZpbhggucghf_j
ISO/TR 10014:1999
ISO/TR 10014:1998
KH>?J@:GB?
1
H[eZklvijbf_g_gby
Klj
1
2
GhjfZlb\gZykkuedZ
1
3
Hij_^_e_gby
1
4
=eZ\gZyp_evhj]ZgbaZpbb
2
5
MijZ\e_gb_wdhghfbdhcdZq_kl\Z
3
6
B^_glbnbdZpbyZgZebaijhp_kkh\
4
7
Hj]ZgbaZpby
5
7.1
B^_glbnbdZpbyhi_jZpbcijhp_kkZ
5
7.3
L_dmsbcdhgljhevaZljZl
5
7.3
KhklZ\e_gb_hlq_lZhaZljZlZogZijhp_kku
6
8
Ihlj_[bl_eb
7
8.1
B^_glbnbdZpbynZdlhjh\\ebyxsbogZm^h\e_l\hj_gghklv
ihlj_[bl_e_c
7
8.2
Hlke_`b\Zgb_m^h\e_l\hj_gghklbihlj_[bl_e_c
9
8.3
KhklZ\e_gb_hlq_lZh[m^h\e_l\hj_gghklbihlj_[bl_e_c
9
MijZ\e_gb_memqr_gbyfb
10
9.1
:gZebakhklhjhgujmdh\h^kl\Z
10
9.2
B^_glbnbdZpby\hafh`ghkl_c
11
9.3
Ijh\_^_gb_ZgZebaZaZljZl\u]h^u
11
9.4
IeZgbjh\Zgb_b\g_^j_gb_memqr_gby
14
Ijbeh`_gb_:bgnhjfZlb\gh_;b[ebh]jZnby
10
17
ii
ISO/TR 10014:1998
IJ?>BKEH<B?
F_`^mgZjh^gZy hj]ZgbaZpby ih klZg^ZjlbaZpbb BKH y\ey_lky \k_fbjghc
n_^_jZpb_c gZpbhgZevguo hj]ZgbaZpbc ih klZg^ZjlbaZpbb dhfbl_lh\qe_gh\
BKH JZajZ[hldZ f_`^mgZjh^guo klZg^Zjlh\ h[uqgh hkms_kl\ey_lky q_j_a
l_ogbq_kdb_dhfbl_luBKHDZ`^ucqe_gBKHaZbgl_j_kh\Zgguc\^_yl_evghklb
^eydhlhjhc[uekha^Zgl_ogbq_kdbcdhfbl_lbf__lijZ\h[ulvij_^klZ\e_gguf\
wlhf dhfbl_l_ F_`^mgZjh^gu_ ijZ\bl_evkl\_ggu_ b g_ijZ\bl_evkl\_ggu_
hj]ZgbaZpbb bf_xsb_ k\yab k BKH lZd`_ ijbgbfZxl mqZklb_ \ jZ[hl_ BKH
jZ[hlZ_l \ l_kghf khljm^gbq_kl\_ k F_`^mgZjh^ghc we_dljhl_ogbq_kdhc
dhfbkkb_cFWDih\k_f\hijhkZfklZg^ZjlbaZpbb\h[eZklbwe_dljhl_ogbdb
=eZ\gZyaZ^ZqZl_ogbq_kdbodhfbl_lh\khklhbl\ih^]hlh\d_f_`^mgZjh^guo
klZg^Zjlh\gh\bkdexqbl_evguokemqZyoL_ogbq_kdbcdhfbl_lfh`_lij_^eZ]Zlv
im[ebdZpbxl_ogbq_kdh]hhlq_lZLHh^gh]hbake_^mxsbolbih\
lbidh]^Zg_ihemq_gZg_kfhljygZ\k_ihiuldbg_h[oh^bfZyih^^_j`dZ
^eyim[ebdZpbbf_`^mgZjh^gh]hklZg^ZjlZ
lbi dh]^Z h[t_dl klZg^ZjlZ \kz _sz gZoh^blky \ klZ^bb l_ogbq_kdhc
jZajZ[hldbbebdh]^ZihdZdbfeb[h^jm]bfijbqbgZfkh]eZr_gb_ihgZklhys_fm
klZg^Zjlm[m^_l\hafh`gh\[m^ms_fghg_\^Zggh_\j_fy
lbi dh]^Z L_ogbq_kdbc dhfbl_l kh[jZe ^Zggu_ hlebqZxsb_ky hl l_o
dhlhju_ h[uqgh im[ebdmxlky dZd f_`^mgZjh^guc klZg^Zjl gZijbf_j
“kh\j_f_ggh_khklhygb_”).
L_ogbq_kdb_hlq_lulbih\bih^e_`ZljZkkfhlj_gbx\l_q_gb_lj_oe_lkh
^gy him[ebdh\Zgby gZ ij_^f_l \hafh`gh]h bo ij_h[jZah\Zgby \ f_`^mgZjh^gu_
klZg^ZjluL_ogbq_kdb_hlq_lulbiZg_h[yaZl_evgh^he`gui_j_kfZljb\Zlvky^h
l_o ihj ihdZ kh^_j`Zsb_ky \ gbo ^Zggu_ g_ i_j_klZgml kqblZlvky ^hklh\_jgufb
beb ihe_agufb.
iii
ISO/TR 10014:1998
BKHLH 10014 y\eyxsbcky l_ogbq_kdbf hlq_lhf lbiZ [ue ih^]hlh\e_g
L_ogbq_kdbf dhfbl_lhf BKHLD 176 “MijZ\e_gb_ dZq_kl\hf b h[_ki_q_gb_
dZq_kl\Z”,Ih^dhfbl_lhfIDIh^^_j`b\Zxsb_l_ogheh]bb
GZklhysbc ^hdmf_gl \uimkdZ_lky \ k_jbb im[ebdZpbc l_ogbq_kdbo hlqzlh\
lbiZ\khhl\_lkl\bbkih^jZa^_ehfGqZklb>bj_dlb\BKHFWD
dZd “[m^msbc klZg^Zjl ^ey \j_f_ggh]h ijbf_g_gby” \ h[eZklb wdhghfbdb
dZq_kl\Z ihkdhevdm kms_kl\m_l gZkmsgZy g_h[oh^bfhklv \ jmdh\h^kl\_ ih
bkihevah\Zgbx klZg^Zjlh\ \ wlhc h[eZklb lZd qlh[u wlZ g_h[oh^bfhklv
m^h\e_l\hjyeZkv
GZklhysbc ^hdmf_gl g_ ^he`_g jZkkfZljb\Zlvky dZd “f_`^mgZjh^guc
klZg^Zjl“ Hg ij_^gZagZqZ_lky ^ey \j_f_ggh]h ijbf_g_gby k l_f, qlh[u fh`gh
[uehihemqblvbgnhjfZpbxh_]hbkihevah\Zgbbbijbh[j_klbhiuljZ[hlukgbf
Dhff_glZjbb ih kh^_j`Zgbx ^Zggh]h ^hdmf_glZ g_h[oh^bfh gZijZ\blv \
P_gljZevguck_dj_lZjbZlBKH
I_j_kfhlj gZklhys_]h l_ogbq_kdh]h hlqzlZ lbiZ ke_^m_l ijhba\h^blv g_
iha`_ ljzo e_l k fhf_glZ _]h him[ebdh\Zgby k \ZjbZglZfb _]h jZkrbj_gby \
l_q_gb_ ke_^mxsbo ljzo e_l ij_\jZs_gby \ f_`^mgZjh^guc klZg^Zjl beb _]h
batylby
Ijbeh`_gb_ : \ gZklhys_f L_ogbq_kdhf hlq_l_ ^Z_lky lhevdh ^ey
bgnhjfZpbb.
FDK
>_kdjbilhjudZq_kl\hh[_ki_q_gb_dZq_kl\ZmijZ\e_gb_dZq_kl\hfwdhghfbdZ
wnn_dlb\ghklvf_lh^heh]byihgylbyijZ\beZbgkljmdpbb
iv
ISO/TR 10014:1998
<<?>?GB?
GZklhysbc l_ogbq_kdbc hlq_l ij_^klZ\ey_l dhgp_ipbb b f_lh^heh]bx
dhlhju_
^Zxl
hj]ZgbaZpbyf
\hafh`ghklv
memqrblv
m^h\e_l\hj_gghklv
ihlj_[bl_e_c b \ lh `_ kZfh_ \j_fy khdjZlblv aZljZlu Hg lZd`_ ihfh]Z_l
hj]ZgbaZpbyfhij_^_eblvdZdb_baf_lh^h\deZkkbnbdZpbbaZljZlbhlke_`b\Zgby
m^h\e_l\hj_gghklbihlj_[bl_e_cemqr_\k_]hhl\_qZxlboihlj_[ghklyf
MijZ\e_gb_ dZq_kl\hf \eby_l gZ wdhghfbq_kdmx wnn_dlb\ghklv jZ[hlu
hj]ZgbaZpbb dZd djZldhkjhqgh lZd b ^he]hkjhqgh Hj]ZgbaZpbb g_ ke_^m_l
jZkkfZljb\Zlv lZdh_ \ebygb_ lhevdh \ hlghr_gbb khdjZs_gby aZljZl aZ dhjhldbc
kjhd Qlh dZ`_lky memqr_gb_f ^ey dhjhldh]h kjhdZ fh`_l bf_lv hljbpZl_evgu_
^he]hkjhqgu_ihke_^kl\by^eyehyevghklbihlj_[bl_eyj_imlZpbbijh^mdpbbbeb
^h\_jbyihevah\Zl_ey
DjZldhkjhqgu_b^he]hkjhqgu_wdhghfbq_kdb_p_ebke_^m_lnhjfmebjh\Zlv
bj_]meyjghi_j_kfZljb\ZlvijbieZgbjh\ZgbbdZq_kl\Z
v
ISO/TR 10014:1998
JMDH<H>YSB?MD:A:GBYIHMIJ:<E?GBX
WDHGHFBDHCD:Q?KL<:
1
H[eZklvijbf_g_gby
GZklhysbc l_ogbq_kdbc hlq_l h[_ki_qb\Z_l jmdh\h^kl\h ih kihkh[Zf
ihemq_gbywdhghfbq_kdhc\u]h^u\j_amevlZl_mijZ\e_gbydZq_kl\hf
?]hke_^m_lrbjhdhijbf_gylv\k_fhj]ZgbaZpbyfbgZ\k_omjh\gyo\gmljb
hj]ZgbaZpbbHgg_ij_^gZagZq_g^eybkihevah\Zgby\^h]h\hjguokblmZpbyobeb\
dZq_kl\_h[t_dlZZm^blh\lj_lv_cklhjhghc
2
GhjfZlb\gZykkuedZ
Ke_^mxsbc f_`^mgZjh^guc klZg^Zjl kh^_j`bl iheh`_gby dhlhju_
ihkj_^kl\hf kkuedb \ ^Zgghf l_dkl_ khklZ\eyxl iheh`_gby gZklhys_]h
l_ogbq_kdh]hhlq_lZGZ\j_fyhim[ebdh\Zgby^_ckl\h\ZehmdZaZggh_ba^Zgb_<k_
klZg^Zjlu ih^e_`Zl i_j_kfhljm b klhjhgZf kh]eZr_gbc hkgh\Zgguo gZ ^Zgghf
l_ogbq_kdhf hlq_l_ j_dhf_g^m_lky jZkkfZljb\Zlv \hafh`ghklv ijbf_g_gby
kZfh]hihke_^g_]hba^ZgbyklZg^ZjlZmdZaZggh]hgb`_Qe_guBKHbFWD\_^ml
i_j_qgb^_ckl\mxsbo\gZklhys__\j_fyf_`^mgZjh^guoklZg^Zjlh\
BKHMijZ\e_gb_dZq_kl\hfbh[_ki_q_gb_dZq_kl\ZKeh\Zjv
1
ISO/TR 10014:1998
3 Hij_^_e_gby
Ijbf_gbl_evghdgZklhys_fmklZg^Zjlmbkihevamxlkyke_^mxsb_
hij_^_e_gby
3.1
klhbfhklvkhhl\_lkl\by
aZljZlu gZ \uiheg_gb_ \k_o mklZgh\e_gguo b ij_^iheZ]Z_fuo ihlj_[ghkl_c
ihlj_[bl_e_cijb[_ahldZaghklbkms_kl\mxs_]hijhp_kkZ
3.2
klhbfhklvg_khhl\_lkl\by
aZljZluh[mkeh\e_ggu_hldZahfkms_kl\mxs_]hijhp_kkZ
4
=eZ\gZyp_evhj]ZgbaZpbb
Jmdh\h^kl\m hj]ZgbaZpbb ke_^m_l hij_^_eblv b ^hdmf_glbjh\Zlv k\hx
]eZ\gmx p_ev Z lZd`_ iheblbdm b aZ^Zqb \ h[eZklb dZq_kl\Z Ihke_ wlh]h fh`gh
ieZgbjh\Zlv^h[Z\eyxsmxp_gghklvbkhdjZsZxsmxaZljZlu^_yl_evghklvqlh[u
fZdkbfbabjh\Zlvwdhghfbq_kdbcj_amevlZl
IJBF?JU
Hkgh\ghc p_evx ih`Zjghc hojZgu y\ey_lky aZsblZ h[s_kl\Z hl ms_j[Z
\ua\Zggh]hih`Zjhf
Hkgh\ghc p_evx ij_^ijbylby jhagbqghc lhj]h\eb fh`_l [ulv ihemq_gb_
ijb[ue_c
2
ISO/TR 10014:1998
JbkF_lh^heh]bymijZ\e_gbywdhghfbdhcdZq_kl\Z
3
ISO/TR 10014:1998
5
MijZ\e_gb_wdhghfbdhcdZq_kl\Z
Hj]ZgbaZpbb ke_^m_l b^lb d ^hklb`_gbx k\h_c hkgh\ghc p_eb g_ij_ju\gh
ih\urZy wnn_dlb\ghklv k\h_c jZ[hlu iml_f bkihevah\Zgby f_lh^heh]bb
mijZ\e_gbywdhghfbdhcdZq_kl\ZihdZaZgghcgZjbk
IJBF?Q:GB? Pbnju gZ jbk khhl\_lkl\mxl ghf_jZf jZa^_eh\
gZklhys_]hl_ogbq_kdh]hhlq_lZ
J_ZebaZpbyf_lh^heh]bbgZqbgZ_lkykb^_glbnbdZpbbbebZgZebaZijhp_kkh\
hj]ZgbaZpbbWlhh[_ki_qb\Z_l\hafh`ghklvb^_glbnbdZpbbl_dms_]hdhgljheyb
aZg_k_gby\hlq_lhi_jZpbcbk\yaZgguokgbfbaZljZlWlhlZd`_^Z_lhj]ZgbaZpbb
\hafh`ghklv b^_glbnbdZpbb l_dms_]h dhgljhey b aZg_k_gby \ hlq_l kl_i_gb
m^h\e_l\hj_gghklbihlj_[bl_e_cWlb^\Zhlq_lZfh]mlaZl_f[ulvbkihevah\Zgu\
ZgZeba_ kh klhjhgu jmdh\h^kl\Z ^ey b^_glbnbdZpbb \hafh`ghkl_c memqr_gby
ijhp_kkh\bm^h\e_l\hj_gghklbihlj_[bl_e_c
Jmdh\h^kl\m ke_^m_l ijh\_klb ZgZeba aZljZl\u]h^u qlh[u hij_^_eblv
lj_[m_lkyebdZdZygb[m^vf_jZbhijZ\^ZgZebij_^eZ]Z_fZyf_jZihmemqr_gbx
dZq_kl\Zkmq_lhfdjZldhkjhqghcb^he]hkjhqghc\u]h^u
?keb wlZ f_jZ kZgdpbhgbjh\ZgZ lh hj]ZgbaZpbb ke_^m_l aZieZgbjh\Zlv b
hkms_kl\blvmemqr_gb_ZlZd`_ijhdhgljhebjh\Zlvj_amevlZluqlh[uh[_ki_qblv
h[jZlgmxk\yav^eyijhp_kkZ
Hj]ZgbaZpbb ke_^m_l ih\lhjylv wlm f_lh^heh]bx k p_evx g_ij_ju\gh]h
memqr_gby
4
ISO/TR 10014:1998
6
B^_glbnbdZpbyZgZebaijhp_kkh\
Jmdh\h^kl\m ke_^m_l ijbf_gylv dhgp_ipbb gZklhys_]h l_ogbq_kdh]h hlq_lZ
d hj]ZgbaZpbb \ p_ehf < wlhf kemqZ_ ihlj_[bl_eb [m^ml \g_rgbfb ^ey
hj]ZgbaZpbb Jmdh\h^kl\h ^he`gh lZd`_ ijbf_gylv ^Zggu_ dhgp_ipbb d
\u[jZgguf ijhp_kkZf \ jZfdZo hj]ZgbaZpbb < wlbo kemqZyo ihlj_[bl_eb fh]ml
[ulv^eyhj]ZgbaZpbbb\gmlj_ggbfbb\g_rgbfb
Hj]ZgbaZpbb ke_^m_l h[_ki_qblv qlh[u ijhp_kku [ueb gZijZ\e_gu gZ
m^h\e_l\hj_gb_ ihlj_[ghkl_c ihlj_[bl_e_c Ijhp_kku ij_^klZ\eyxl kh[hc
kh\hdmighklv \aZbfhk\yaZgguo j_kmjkh\ b \b^h\ ^_yl_evghklb dhlhju_
ij_\jZsZxl \oh^ysb_ ihlhdb \ \uoh^ysb_ Wdhghfbq_kdmx wnn_dlb\ghklv
ijhp_kkZ ke_^m_l baf_jylv bkihevamy ihdZaZl_eb aZljZl b m^h\e_l\hj_gghklb
ihlj_[bl_e_c
Hj]ZgbaZpbb ke_^m_l b^_glbnbpbjh\Zlv dexq_\u_ ijhp_kku bkoh^y ba bo
\ha^_ckl\by gZ aZljZlu b ba m^h\e_l\hj_gghklb ihlj_[bl_e_c Hj]ZgbaZpbb
ke_^m_l hij_^_eblv h[yaZgghklb b hl\_lkl\_gghklv l_o dlh mijZ\ey_l wlbfb
ijhp_kkZfb
7
Hj]ZgbaZpby
B^_glbnbdZpbyhi_jZpbcijhp_kkZ
Hj]ZgbaZpbb ke_^m_l b^_glbnbpbjh\Zlv hi_jZpbb ijhp_kkZ qlh[u fh`gh
[ueh \u^_eylv aZljZlu >ey wlh]h fh`gh jZajZ[hlZlv [ehdko_fm dhlhjZy
ihdZau\Z_l hi_jZpbb ijhp_kkZ \ bo eh]bq_kdhc ihke_^h\Zl_evghklb <oh^gu_
ihlhdb ^ey hi_jZpbc ijhp_kkZ lZdb_ dZd fZl_jbZeu h[hjm^h\Zgb_ b ^Zggu_
ke_^m_l b^_glbnbpbjh\Zlv <uoh^gu_ ihlhdb hi_jZpbc ijhp_kkZ ke_^m_l
b^_glbnbpbjh\Zlv b dZ`^uc lZdhc ihlhd ke_^m_l hij_^_eylv dZd b^msbc d
h^ghfmbeb[he__ihlj_[bl_eyf
5
ISO/TR 10014:1998
Kihkh[u mijZ\e_gby b j_kmjku ^ey \k_o ijhp_kkh\ lZd`_ ke_^m_l
b^_glbnbpbjh\Zlv
L_dmsbcdhgljhevaZljZl
Hj]ZgbaZpbb ke_^m_l b^_glbnbpbjh\Zlv b dhgljhebjh\Zlv aZljZlu
k\yaZggu_ k dZ`^hc hi_jZpb_c \u[jZgguo ijhp_kkh\ AZljZlu fh]ml \dexqZlv
ijyfu_ b dhk\_ggu_ ljm^haZljZlu aZljZlu gZ fZl_jbZeu h[hjm^h\Zgb_
gZdeZ^gu_ jZkoh^u b ^j >Zggu_ h aZljZlZo fh]ml [ulv nZdlbq_kdbfb
\u^_e_ggufbbebhp_g_ggufb
>Zggu_ h aZljZlZo fh]ml [ulv \u^_e_gu ba kms_kl\mxs_c kbkl_fu
nbgZgkh\h]hdhgljheyb^hiheg_guhi_jZlb\gufb^Zggufb>Zggu_\u^_e_ggu_
ba ^jm]bo bklhqgbdh\ fh]ml [ulv hij_^_e_gu dhebq_kl\_ggh b bkihevah\Zgu
hj]ZgbaZpb_c AZljZlu dhlhju_ g_evay e_]dh k\yaZlv k hl^_evgufb we_f_glZfb
klhbfhklb ke_^m_l hp_gb\Zlv ?keb lZdb_ aZljZlu agZqbl_evgu bo ke_^m_l
khhl\_lkl\mxsbfh[jZahfaZnbdkbjh\ZlvP_evx^he`gh[ulv\u^_e_gb_aZljZlZ
g_boih]ehs_gb_gZdeZ^gufbjZkoh^ZfbAZljZlug_ke_^m_lh]jZgbqb\Zlvlhevdh
hi_jZpbyfbhgb^he`guho\Zlu\Zlv\kx^_yl_evghklvhj]ZgbaZpbb
<gZklhys__\j_fykms_kl\m_lg_kdhevdhih^oh^h\ddeZkkbnbdZpbbaZljZl
Zbf_ggh
-
fh^_ev
\
dhlhjhc
aZljZlu
k]jmiibjh\Zgu
ih^
jm[jbdhc
“Ij_^hl\jZs_gb_hp_gdZbhldZa” [ba\_klgmxdZdfh^_evIHH@;
-
fh^_ev \ dhlhjhc aZljZlu k]jmiibjh\Zgu ih^ jm[jbdZfb klhbfhklb
khhl\_lkl\bybklhbfhklbg_khhl\_lkl\byba\_klgmxdZdfh^_evijhp_kkZ
-
fh^_ev \ dhlhjhc aZljZlu k]jmiibjh\Zgu ih^ jZaebqgufb nZaZfb
`bag_ggh]hpbdeZijh^mdpbbba\_klgmxdZdfh^_ev`bag_ggh]hpbdeZ
-
fh^_ev dhlhjZy khkj_^hlhq_gZ gZ b^_glbnbdZpbb b baf_j_gbb \ kq_l_
jZkq_lh\ ^_n_dlh\ ^h[Z\e_gghc p_gghklb h[mkeh\e_gguo iehoh kieZgbjh\Zgghc
bebiehoh\uiheg_gghcjZ[hlhc
<u[hjfh^_eb[m^_laZ\bk_lvhlkh[kl\_gguolj_[h\Zgbchj]ZgbaZpbb
6
ISO/TR 10014:1998
KhklZ\e_gb_hlq_lZhaZljZlZogZijhp_kku
Hj]ZgbaZpbb ke_^m_l kmffbjh\Zlv aZljZlu b kjZ\gb\Zlv bo k ih^oh^ys_c
[Zahcbaf_j_gbylZdhcdZdqbklZykmffZijh^Z`\oh^gu_^Zggu_haZljZlZobeb
`b\hcljm^WlhkjZ\g_gb_k\y`_lwdhghfbdmdZq_kl\Zkdhebq_kl\hf\uiheg_gghc
jZ[hlu Hlq_lu h aZljZlZo fh]ml khklZ\eylvky dhfiZgb_c hl^_e_gb_f
ij_^ijbylb_fbebhl^_ehfgZhkgh\_bg^b\b^mZevguoihlj_[ghkl_chj]ZgbaZpbb
Ih^jh[ghklvhlq_lZaZ\bkblhlmjh\gyjmdh\h^kl\Z^eydhlhjh]hij_^gZagZqZ_lky
hlq_l >ey \ukr_]h jmdh\h^kl\Z fh`_l ihlj_[h\Zlvky khdjZs_gguc hlq_l lh]^Z
dZd jmdh\h^bl_eyf kj_^g_]h a\_gZ gm`gZ ih^jh[gZy bgnhjfZpby h aZljZlZo
Fh`gh bkihevah\Zlv ^bZ]jZffu ^ey ij_^klZ\e_gby ^Zgguo b gZijZ\e_gbc \
kbkl_f_
8
Ihlj_[bl_eb
B^_glbnbdZpbynZdlhjh\\ebyxsbogZm^h\e_l\hj_gghklvihlj_[bl_e_c
M^h\e_l\hj_gghklv ihlj_[bl_e_c fh`gh hlke_`b\Zlv ih rdZe_ hl iheghc
g_m^h\e_l\hj_gghklb
^h
m^h\hevkl\by
Ihlj_[bl_eb
[m^ml
bkiulu\Zlv
hij_^_e_ggmx kl_i_gv m^h\e_l\hj_gghklb ijb ^Zgghf kl_q_gbb h[klhyl_evkl\
Hij_^_eyxsbfb [m^ml ljb ]jmiiu nZdlhjh\ \uau\Zxsb_ g_m^h\e_l\hj_gghklv
m^h\e_l\hj_gghklvbm^h\hevkl\b_
M^h\e_l\hj_gghklv ihlj_[bl_e_c g_evay ij_^kdZaZlv k lhqghklvx gh __
g_h[oh^bfh hlke_`b\Zlv ^ey \uy\e_gby \hafh`ghkl_c memqr_gby Ijb
ieZgbjh\ZgbbdZq_kl\Zhj]ZgbaZpbbke_^m_lmqblu\ZlvwlbnZdlhju
Ohly m^h\e_l\hj_gghklv ihlj_[bl_e_c ± wlh ohjhrZy \_sv gh j_rZxsbf
nZdlhjhf\wdhghfbd_dZq_kl\Zy\ey_lky“ehyevghklvihlj_[bl_e_c”Ihlj_[bl_eb
fh]ml [ulv m^h\e_l\hj_gu b h^gZdh g_ ^_eZlv ih\lhjghc ihdmidb IhklhyggZy
wdhghfbq_kdZy \u]h^Z ^hklb]Z_lky q_j_a m^h\e_l\hj_gghklv ihlj_[bl_e_c
ih^l\_j`^Z_fhcboehyevghklvx
7
ISO/TR 10014:1998
NZdlhju\uau\Zxsb_g_m^h\e_l\hj_gghklv
D
nZdlhjZf
\uau\Zxsbf
g_m^h\e_l\hj_gghklv
fh`gh
hlg_klb
g_wnn_dlb\gu_ ijhp_kku beb g_`_eZl_evgu_ k\hckl\Z ijh^mdpbb Dh]^Z hgb
ijbkmlkl\mxl m^h\e_l\hj_gghklv ihlj_[bl_e_c agZqbl_evgh ihgb`Z_lky Ijb
hlkmlkl\bb lZdbo nZdlhjh\ m^h\e_l\hj_gghklv ihlj_[bl_e_c g_ memqrZ_lky hgZ
ijhklh g_ mom^rZ_lky Hj]ZgbaZpby \hafh`gh g_^hklZlhqgh ohjhrh ihgbfZ_l
qlhihlj_[bl_evkqblZ_lwlbnZdlhju\_kvfZkms_kl\_ggufb
IJBF?JU
>_n_dlgu_ ba^_eby beb mkem]b ijh[e_fu ^hklZ\db ijh[e_fu ihemq_gby
mkem]b g_^jm`_kl\_gguc i_jkhgZe beb jZ\gh^mrb_ d `Zeh[Zf beb \hijhkZf
ihlj_[bl_e_c
NZdlhju\uau\Zxsb_m^h\e_l\hj_gghklv
NZdlhju \uau\Zxsb_ m^h\e_l\hj_gghklv hlghkylky d h`b^Z_fuf
ijhp_kkZfbebk\hckl\Zfijh^mdpbbIhf_j_h[_ki_q_gbygZebqbywlbonZdlhjh\
m\_ebqb\Z_lkym^h\e_l\hj_gghklvihlj_[bl_e_c
IJBF?JU
?keb p_gZ ba^_eby mf_gvrZ_lky hgh klZgh\blky [he__ p_gguf b
m^h\e_l\hj_gghklvihlj_[bl_ey\hajZklZ_l
Ij_^eh`_gb_ [he__ rbjhdh]h ^bZiZahgZ khjlh\ b fh^_e_c ijh^mdpbb l_
gZebqb_\u[hjZy\ey_lkynZdlhjhf\uau\Zxsbfm^h\e_l\hj_gghklv
NZdlhju \uau\Zxsb_ m^h\e_l\hj_gghklv g_ h[yaZl_evgh dhfi_gkbjmxl
nZdlhju\uau\Zxsb_g_m^h\e_l\hj_gghklv
IJBF?J
Ihlj_[bl_ev[ukljhaZ[u\Z_lhgbadhcp_g_ba^_ebybebh[ukljhc^hklZ\d_
_kebihemq_ggh_ba^_eb_hdZaZehkv^_n_dlguf
8
ISO/TR 10014:1998
NZdlhju\uau\Zxsb_m^h\hevkl\b_
D nZdlhjZf \uau\Zxsbf m^h\hevkl\b_ hlghkylky ijhp_kku beb k\hckl\Z
ijh^mdpbb dhlhju_ b g_ h`b^Zebkv b g_ h]h\Zjb\Zebkv gh [ueb iheh`bl_evgh
hp_g_guihlj_[bl_e_f\ijhp_kk_wdkiemZlZpbb
IJBF?JU
WlbnZdlhjufh`ghijhbeexkljbjh\ZlvgZijbf_j_]hklbgbp
?keb [u iml_r_kl\_ggbdb aZdZaZ\rb_ ghf_j \ ]hklbgbp_ h[gZjm`beb ijb
j_]bkljZpbbqlhboaZdZaihl_jygdhfgZlZ]jyagZybdhg^bpbhg_jg_jZ[hlZ_lhgb
[ueb[uhq_gvg_^h\hevgu
?keb ^jm]Zy ]hklbgbpZ ij_^eZ]Z_l [he__ ^_r_\uc ghf_j b [_kieZlgmx
^hklZ\dm\Zwjhihjlm^h\e_l\hj_gghklvm\_ebqb\Z_lky
?keb i_jkhgZe ]hklbgbpu ihfgbl bfy deb_glZ ijb _]h j_]bkljZpbb
l_e_\b^_gb_ bf__l ijh]jZffu gZ jh^ghf yaud_ deb_glZ b \ ghf_j_ deb_gl
h[gZjm`b\Z_l\ZamknjmdlZfblh\k_wlbnZdlhjufh]ml\ua\Zlvm^h\hevkl\b_
Hlke_`b\Zgb_m^h\e_l\hj_gghklbihlj_[bl_e_c
LZd dZd ihlj_[ghklb ihlj_[bl_e_c b hj]ZgbaZpbc ihklhyggh f_gyxlky
hj]ZgbaZpby ^he`gZ g_ij_ju\gh hlke_`b\Zlv m^h\e_l\hj_gghklv ihlj_[bl_e_c
qlh[uh[e_]qblvijh\_^_gb_ZgZebaZl_g^_gpbbbaf_g_gby
Hj]ZgbaZpbb kms_kl\mxl qlh[u m^h\e_l\hjylv ihlj_[ghklb ihlj_[bl_e_c
>ey lh]h qlh[u khojZgylv ehyevghklv ihlj_[bl_e_c hj]ZgbaZpby ^he`gZ
m^h\e_l\hjylv\k_boknhjfmebjh\Zggu_bij_^iheZ]Z_fu_ihlj_[ghklb
>ey lh]h qlh[u hij_^_eblv j_Zevgmx kl_i_gv m^h\e_l\hj_gghklb
ihlj_[bl_e_c hj]ZgbaZpbb ke_^m_l jZkkfZljb\Zlv jZaebqgu_ f_lh^u k[hjZ
^Zgguo Hj]ZgbaZpby fh`_l b^_glbnbpbjh\Zlv m^h\e_l\hj_gghklv ihlj_[bl_e_c
ihkj_^kl\hfdhebq_kl\_ggh]hbdZq_kl\_ggh]hh[ke_^h\Zgby>eydhebq_kl\_ggh]h
h[ke_^h\Zgby ^Zggu_ fh`gh kh[bjZlv k ihfhsvx bgl_j\vx \ dhlhjuo
ihlj_[bl_eb ^he`gu aZihegblv Zgd_lu beb iml_f bamq_gby ih\_^_gby
ihlj_[bl_e_c >ey dZq_kl\_ggh]h h[ke_^h\Zgby hj]ZgbaZpby fh`_l bkihevah\Zlv
9
ISO/TR 10014:1998
Zgd_lu k [he__ ih^jh[gufb \hijhkZfb qlh[u ihemqblv ij_^klZ\e_gb_ h
\hkijbylbbbqm\kl\Zoihlj_[bl_e_cHj]ZgbaZpbbke_^m_l\u[jZlvkZfu_emqrb_
f_lh^uk[hjZ^Zgguokh]eZkghoZjZdl_jmbamq_gbykjhdZfbgZebqguf^_g_`guf
kj_^kl\Zf
KhklZ\e_gb_hlq_lZh[m^h\e_l\hj_gghklbihlj_[bl_e_c
Hj]ZgbaZpbb ke_^m_l ij_\jZlblv j_amevlZlu mkbebc ih hlke_`b\Zgbx
m^h\e_l\hj_gghklbihlj_[bl_e_c\g_dhlhjmxnhjfmdhlhjmxfh`ghhp_gblv^ey
ijbgylby j_r_gbc Wlhl hlq_l h[ m^h\e_l\hj_gghklb ihlj_[bl_e_c ^he`_g
kh^_j`Zlvj_amevlZluhlke_`b\Zgbybklhqgbdbbf_lh^ubkihevam_fu_^eyk[hjZ
bgnhjfZpbb b hp_gdm nZdlhjh\ dhlhju_ dZd iheZ]Zxl ih\ebyeb gZ l_dmsmx
kl_i_gvm^h\e_l\hj_gghklbihlj_[bl_e_c
>Zggu_ kjZ\g_gbc k ij_^u^msbfb j_amevlZlZfb l_g^_gpbyfb baf_g_gbc
ijhfure_ggufb ghjfZfb beb k dhgdmj_glghc bgnhjfZpb_c _keb lZdh\u_
bf_xlky ^he`gu [ulv \dexq_gu \ hlq_l Bamq_gb_ kl_i_gb m^h\e_l\hj_gghklb
ihlj_[bl_e_c\^jm]bohljZkeyofh`_l^Zlvihe_agmxbgnhjfZpbx^eykjZ\g_gby
kkh[kl\_ggufbj_amevlZlZfb.
9 MijZ\e_gb_memqr_gbyfb
:gZebakhklhjhgujmdh\h^kl\Z
Hj]ZgbaZpbb
ke_^m_l
ijh\h^blv
ZgZeba
hlq_lh\
h
aZljZlZo
b
m^h\e_l\hj_gghklbihlj_[bl_e_c
q_j_ahij_^_e_ggu_bgl_j\Zeu
kjZ\gb\ZybokieZgZfbbbkihevamykjZ\gbfu_^Zggu_
kmq_lhfbaf_g_gbc\^_eh\hckj_^_
9.2
B^_glbnbdZpby\hafh`ghkl_c
Hj]ZgbaZpbbke_^m_lZgZebabjh\ZlvbgnhjfZpbxij_^klZ\e_ggmx\hlq_l_h
aZljZlZo b m^h\e_l\hj_gghklb ihlj_[bl_e_c qlh[u hij_^_eblv bf_xlky eb
\hafh`ghklb^eymemqr_gby\h[eZklyo
10
ISO/TR 10014:1998
-
dhjj_dpbbg_khhl\_lkl\bc
-
ij_^hl\jZs_gbyg_khhl\_lkl\bc
-
ihklhyggh]hmemqr_gby
-
kh\_jr_gghgh\uoba^_ebcbebijhp_kkh\
AZ^Zqm j_ZebaZpbb \hafh`ghkl_c b bo h[t_f ke_^m_l ^hdmf_glbjh\Zlv Z
aZl_fijbgbfZlvf_juihmemqr_gbx<^he]hkjhqghfieZg_ke_^m_lklZ\blvp_eb
^eymemqr_gghcp_gghklbbmqblu\Zlvg_h[oh^bfu_j_kmjku
< djZldhkjhqghf ieZg_ memqr_gby ke_^m_l i_j_\_klb ^he]hkjhqguc ieZg \
baf_jbfu_ ^_ckl\by \_^msb_ d memqr_gghc p_gghklb >j_\h\b^gZy ko_fZ kf
jbkfh`_lihfhqv\hij_^_e_gbbijbhjbl_lh\
Ijh\_^_gb_ZgZebaZaZljZl\u]h^u
Hj]ZgbaZpbb
ke_^m_l
jZkkfhlj_lv
wdhghfbq_kdb_
j_amevlZlu
\k_o
\hafh`guo f_j ih memqr_gbx dZq_kl\Z <u]h^Z aZl_f fh`_l kjZ\gb\Zlvky k
ij_^iheZ]Z_fufb aZljZlZfb qlh[u lhqg__ hij_^_eblv ijbhjbl_lu b ijbgylv
j_r_gb_ FZljbpZ memqr_gbc \ lZ[e ihdZau\Z_l ijbf_ju \hafh`guo
wdhghfbq_kdbo j_amevlZlh\ \ua\Zgguo jZaebqgufb f_jZfb ih memqr_gbx
dZq_kl\Z NZdlbq_kdb_ j_amevlZlu [m^ml aZ\bk_lv hl mgbdZevguo h[klhyl_evkl\
hj]ZgbaZpbb
< kblmZpbb “^ey ijb[ueb” \hafh`gh ij_^kdZaZlv m\_ebq_gb_ ^hoh^Z
\ke_^kl\b_ ehyevghklb ihlj_[bl_e_c dZd j_amevlZl f_j ih memqr_gbx dZq_kl\Z
Ljm^gh _keb \hh[s_ \uihegbfh ij_^kdZaZlv k\_jo^hoh^ hl gh\uo ihlj_[bl_e_c
dZd j_amevlZl j_dhf_g^Zpbc kms_kl\mxsbo m^h\e_l\hj_gguo beb ^h\hevguo
ihlj_[bl_e_cH^gZdhwlhlj_amevlZlfh`_lbf_lv[hevrh_\ebygb_gZnbgZgkh\u_
ihdZaZl_ebhj]ZgbaZpbb
< kblmZpbb “g_ ^ey ijb[ueb” jhkl m^h\e_l\hj_gghklb ihlj_[bl_ey fh`_l
ijbg_klbbebg_ijbg_klbg_ihkj_^kl\_ggmxnbgZgkh\mx\u]h^mWlhaZ\bkblhl
f_oZgbafh\
nbgZgkbjh\Zgby
hj]ZgbaZpbb
Ihlj_[bl_eb
b
^jm]b_
aZbgl_j_kh\Zggu_ klhjhgu ihemqZl p_gghklv dhlhjmx ljm^gh ih^kqblZlv \
nbgZgkh\hfhlghr_gbbghdhlhjZy^_ckl\bl_evghj_ZevgZ
11
ISO/TR 10014:1998
IJBF?J
RdheZ ijbgbfZxsZy f_ju ih memqr_gbx dZq_kl\Z memqrbl k\hx
j_imlZpbx < j_amevlZl_ \k_ [hevr_ b [hevr_ jh^bl_e_c aZohlyl hlijZ\blv lm^Z
k\hbo ^_l_c ?keb rdhevgu_ nhg^u hij_^_eyxlky ba jZkq_lZ gZ h^gh]h j_[_gdZ
lh]^Z [x^`_l rdheu m\_ebqblky \ j_amevlZl_ memqr_gbc Wlh ij_^iheZ]Z_l
aZiZkgmx j_a_j\gmx fhsghklv \gmljb rdheu ?keb nhg^u jZkkqblu\Zxlky ih
^jm]hcnhjfme_rdheZfh`_lg_ihemqblvijyfhcnbgZgkh\hc\u]h^u^Z`__keb
j_ZevgZy \u]h^Z ^ey h[s_kl\Z fh`_l [ulv hq_gv [hevrhc gh g_ ih^Zxs_cky
ih^kq_lm
>ey ijh\_^_gby ZgZebaZ aZljZl\u]h^u hj]ZgbaZpby fh`_l ij_^ijbgylv
ke_^mxsb_rZ]b
Z
h[_ki_qblv
q_ldh_
hij_^_e_gb_
ieZgbjh\Zgb_
b
klhbfhklv
ij_^eZ]Z_fuo f_j ih memqr_gbx \ khhl\_lkl\bb k ]eZ\ghc p_gevx
hj]ZgbaZpbb
b)
\ha^_ckl\h\Zlv gZ m^h\e_l\hj_gghklv ihlj_[bl_e_c iml_f m\_ebq_gby
nZdlhjh\ \uau\Zxsbo m^h\hevkl\b_ b m^h\e_l\hj_gghklv b
mf_gvr_gbynZdlhjh\\uau\Zxsbog_m^h\e_l\hj_gghklv
c)
hp_gblv m\_ebq_gb_ ^hoh^h\ [eZ]h^Zjy ih\lhjguf aZdZaZf b gh\hfm
[bag_km dZdj_amevlZlmemqr_gbym^h\e_l\hj_gghklbihlj_[bl_e_c
d)
b^_glbnbpbjh\Zlv f_g__ hsmlbfu_ \u]h^u ihlj_[bl_e_c b ^jm]bo
aZbgl_j_kh\Zgguoklhjhg
e)
hp_gblv baf_g_gby klhbfhkl_c dZd \gmlj_ggbo lZd b \g_rgbo gZ
khhl\_lkl\b_bg_khhl\_lkl\b_
12
ISO/TR 10014:1998
f)
ijh\_klb ^_lZevguc kjZ\gbl_evguc ZgZeba kh\hdmiguo nbgZgkh\uo
aZljZlij_^eZ]Z_fhcf_juihmemqr_gbx
g)
kjZ\gblv kh\hdmigmx \u]h^m k dZiblZevgufb aZljZlZfb gZ f_jm ih
memqr_gbxbj_rblvijh^he`Zlvebbobebg_l
Hj]ZgbaZpby fh`_l bkihevah\Zlv jZagu_ f_lh^u gZijbf_j qbklmx
l_dmsmxklhbfhklvkjhdhdmiZ_fhklb\gmlj_ggxxghjfmijb[ueb^eyijbgylby
nbgZgkh\h]hj_r_gbyhijh^he`_gbbf_jihmemqr_gbxdZq_kl\Z
G_h[oh^bfhmqblu\Zlvf_g__hsmlbfu_\u]h^uG_dhlhju_wdhghfbq_kdb_
j_amevlZlu fh]ml [ulv ljm^gu ^ey ih^kq_lZ gZijbf_j m\_ebq_gb_ ijh^Z` ih
h[jZapZf b ih\ur_gb_ ijhba\h^bl_evghklb [eZ]h^Zjy ih\ur_gbx fhjZevgh]h
khklhygby gh hgb fh]ml [ulv kms_kl\_ggufb < ijhp_kk_ ijbgylby j_r_gby
g_h[oh^bfhjZkkfZljb\ZlvdZdhsmlbfu_lZdbg_hsmlbfu_\u]h^u
J_r_gb_ h ijh^he`_gbb f_j ih memqr_gbx dZq_kl\Z ke_^m_l ijbgbfZlv gZ
khhl\_lkl\mxs_f mjh\g_ ?keb ihl_gpbZevgu_ dZiblZevgu_ aZljZlu gbadb
j_r_gb_ ke_^m_l ijbgbfZlv ]b[dbf g_[xjhdjZlbq_kdbf kihkh[hf l_fb dlh
gZb[he__ [ebahd d ^Zgghfm ijhp_kkm ?keb aZljZlu kms_kl\_ggu fh`_l
\hagbdgmlv g_h[oh^bfhklv \ [he__ hnbpbZevghf ijhp_kk_ ijbgylby j_r_gby
Gm`gZ ij_^mkfhljbl_evghklv qlh[u h[_ki_qblv fZdkbfZevgmx \u]h^m ijb
fbgbfZevguodZiblZevguoaZljZlZo
IeZgbjh\Zgb_b\g_^j_gb_memqr_gby
Hj]ZgbaZpbb ke_^m_l ieZgbjh\Zlv b \g_^jylv kZgdpbhgbjh\Zggu_ f_ju ih
memqr_gbx Hlq_l h aZljZlZo gZ wlhl ijhp_kk b m^h\e_l\hj_gghklb ihlj_[bl_e_c
ke_^m_l bkihevah\Zlv k l_f qlh[u m[_^blvky \ ^hklb`_gbb ij_^kdZaZgguo
memqr_gbc ?keb wlh]h g_ ijhbahreh fh`_l ihlj_[h\Zlvky ^hihegbl_evguc
ZgZeba
< khhl\_lkl\bb k ieZghf hj]ZgbaZpbb ke_^m_l ijhZgZebabjh\Zlv j_amevlZlu
ijbgylbyf_jihmemqr_gbxqlh[um^hklh\_jblvky\bownn_dlb\ghklb
13
ISO/TR 10014:1998
Jbk>j_\h\b^gZyko_fZmemqr_gbywdhghfbdbdZq_kl\Z
14
ISO/TR 10014:1998
LZ[ebpZIjbf_ju\hafh`guoj_amevlZlh\g_dhlhjuof_jihmemqr_gbx
dZq_kl\Z
<hafh`gu_agZqbl_evgu_j_amevlZlu
KhdjZlblv
^_n_dlu
ijh^mdpbb
M\_ebq_gb_
nZdlhjh\
\uau\Zxsbo
m^h\hevkl\b_
ihlj_[bl_e_c
M\_ebq_gb_
p_gghklb\
khhl\_l
kl\bbk
]eZ\ghc
p_evx
hj]ZgbaZpbb
Ih\ur_gb_
m^h\e_l\hj_g
ghklb
ihlj_[bl_e_c
Mf_gvr_gb_
\g_rgbob
\gmlj_ggbo
ijhba\h^kl\_gguo
jZkoh^h\
×
M\_ebq_gb_
nZdlhjh\
\uau\Zxsbo
m^h\e_l\h
j_gghklv
ihlj_[bl_e_c
Mf_gvr_gb_
nZdlhjh\
\uau\Zxsbo
g_m^h\e_l\h
j_gghklv
ihlj_[bl_e_c
Mf_gvr_gb_
klhbfhklb
khhl\_lkl\by
Mf_gvr_gb_
klhbfhklb
g_khhl\_lkl\by
JZajZ[hlZlv
bggh\Zpbhg
gu_gh\u_
ba^_eby
F_juihmemqr_gbxijbf_ju
H[_ki_qblv
Ihemqblv
Memqrblv
k_jlbnbdZpbx h[mq_gb_
ijhp_kku
ihBKH h[kem`b\Zgbx
beb ihlj_[bl_e_c
×
×
×
×
Mf_gvrblv
aZ]jyag_gb_
hdjm`Zxs_c
kj_^u
×
×
×
×
×
×
×
×
×
×
×
×
Ihykg_gb_
h[hagZqZ_l\hafh`gucagZqbl_evgucj_amevlZl
IJBF?Q:GB?NZdlbq_kdb_j_amevlZlu[m^mlaZ\bk_lvhlmgbdZevguoh[klhyl_evkl\hj]ZgbaZpbb
15
ISO/TR 10014:1998
IJBEH@?GB?:
bgnhjfZlb\gh_
;B;EBH=J:NBY
[1]
BKH KlZg^Zjlu \ h[eZklb mijZ\e_gby dZq_kl\hf b
h[_ki_q_gby dZq_kl\Z QZklv Jmdh\h^ysb_ mdZaZgby ih \u[hjm b
bkihevah\Zgbx
[2]
BKH :^fbgbkljZlb\gh_ mijZ\e_gb_ dZq_kl\hf b we_f_glu
kbkl_fudZq_kl\ZQZklvJmdh\h^ysb_mdZaZgby
[3]
BKH :^fbgbkljZlb\gh_ mijZ\e_gb_ dZq_kl\hf b we_f_glu
kbkl_fudZq_kl\ZQZklvJmdh\h^ysb_mdZaZgbyihmemqr_gbxdZq_kl\Z
[4]
FWDJmdh\h^kl\hh[s_cgZ^_`ghklvxQZklvJmdh\h^kl\hih
ijbf_g_gbxJZa^_eHp_gdZklhbfhklb`bag_ggh]hpbdeZ
16
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