1、目录 手册批准和发布-4 应用范围-4 手册管理-5 公司简介-5 1 管理和领导1.1 公司使命、愿景、价值观和方针-61.2 全面质量管理原则和体系方法-8 1.3 法律和其他要求- 9 1.4 资源、作用、职责和权限- 9 1.5 内部体系审核、自我评审和管理评审-12 1.6 沟通-13 2 信息与分析2.1 信息内容-14 2.1.1 市场和客户信息 2.1.2 合同履行信息 2.1.3 设计与开发信息2.1.4 采购信息 2.1.5 供应商质量信息 2.1.6 企业资源计划系统 2.1.7 全面质量管理体系文件 2.1.8 关键指标系统数据 2.1.9 不良质量成本 2.2 信息控2、制-162.2.1 文件控制 2.2.2 记录控制 2.2.3 电子信息控制 2.3 信息分析与统计技术-16 2.3.1 数据分析 2.3.2 数字资料统计工具 2.3.3 非数字资料管理工具 2.3.4 统计抽样 3 战略策划3.1 战略策划过程-18 3.2 强项、弱项、机会和威胁分析-18 3.3 目标管理-18 3.4 体系策划和管理方案 -19 4 人力资源 4.1 人力资源计划-194.2 职位描述、招聘与人员配置-194.3 能力、培训和意识-194.4 考核与激励-204.5 职业道德-204.6 员工满意度-204.7 公司文化建设-215 过程管理5.1 主过程和支持性过3、程-215.2 产品要求的确定- 22 5.3 产品要求的评审 - 22 Content Approval and Issuance of Manual- 4 Scope of Application- 4 Control of Manual- 5 Company Profile - 5 1 Management and Leadership1.1 Companys Mission, Vision, Values and Policies- 61.2 TQM principles and TQM systems approach- 8 1.3 Legal and other requireme4、nts - 9 1.4 Resource, roles, responsibility and authority- 91.5 Internal system audit, self-assessment and management review-12 1.6 Communication -13 2 Information and Analysis2.1 Scope of information - 142.1.1 Marketing and customer information 2.1.2 Information on order implementation 2.1.3 Design5、 and developing information 2.1.4 Purchasing information 2.1.5 Supplier quality information 2.1.6 Enterprise resource planning system 2.1.7 Documents of TQM System 2.1.8 Data of key measurement system 2.1.9 Cost of poor quality 2.3 Control of information -162.2.1 Control of documents 2.2.2 Control o6、f records 2.2.3 Electronic information control 2.3 Information analysis and statistical techniques-16 2.3.1 Analysis of data2.3.2 Statistical tools for numeric information 2.3.3 Statistical tools for nonnumeric information 2.3.4 Statistical sampling 3 Strategic Planning3.1 Strategic planning process7、-18 3.2 Strength, Weakness, Opportunity and Threat-183.3 Management by objectives - 18 3.4 System planning and management programmes- 19 4 Human Resource 4.1 The human resource plan-194.2 Position description, recruitment and placement-194.3 Competence, training and awareness -194.4 Appraisal and mo8、tivation-204.5 Occupation ethics- 204.6 Employee satisfaction- 204.7 Corporate culture- 215 Process Management5.1 Key process and supporting process-21 5.2 Determination of product requirement -22 5.3 Review of product requirements- -22 5.4 设计和开发- 22 5.5 客户财产 - 23 5.6 采购(见第8章) -235.7 生产运作 -23 5.7.1 9、生产运作控制5.7.2 产品标识与可追溯性5.7.3 测量设备和技术程序标识 5.8 检验和试验-24 5.8.1 进货检验和试验5.8.2 过程检验和试验5.8.3 最终检验和试验5.8.4 检验和试验记录5.8.5 检验和试验状态5.9 监视和测量装置的控制-25 5.9.1 测量设备5.9.2 软件5.9.3 环境5.9.4 外部供方5.10 计量确认和测量过程的实现-265.10.1 计量确认5.10.2 测量过程5.10.3 测量不确定度和溯源性5.11 不合格的控制-285.11.1 不合格品及运作的控制5.11.2 不合格测量设备的控制 5.12 搬运、包装、贮存、防护和交付-210、9 5.13 服务-29 5.14 基础设施与维护-30 5.15 现场管理-30 5.16 过程质量审核 -30 5.17 产品质量审核 -30 6 经营改进与运作结果6.1 经营改进要求 -30 6.2 经营改进方式 -31 6.3 运作结果测评 -32 7 客户中心与满意7.1 客户满意的监视和测量 -33 7.2 客户投诉处理-33 8 供应管理8.1 供应管理战略 -33 8.2 供应管理内容 -34 8.3 供应商评审 -34 8.4 与供应商的沟通和伙伴关系-34 8.5 总成本的降低 -34 8.6 供应资源开发与国产化-35 8.7 供应商质保支持与第二方审核-35 8.8 11、供应商考核、索赔与改进 -35 8.9 供应商评估模式图-36 9 时效管理 -36 5.4 Design and development -22 5.5 Customer property - 23 5.6 Purchasing (see chapter 8) - 235.7 Production operations - 23 5.7.1 Control of production operations5.7.2 Product identification and traceability5.7.3 Idenditification for measuring equipment and12、 technical procedures5.8 Inspection and testing - 24 5.8.1 Receiving inspection and testing5.8.2 In-process inspection and testing5.8.3 Final inspection and testing5.8.4 Inspection and testing records5.8.5 Inspection and testing status5.9 Control of monitoring and measuring devices -255.9.1 Measurin13、g equipment5.9.2 Software5.9.3 Environment5.9.4 Outside supplier5.10 Metrological confirmation and realization of measurement process-265.10.1 Metrological confirmation5.10.2 Measurement process5.10.3 Measurement uncertainty and traceability5.11 Control of nonconformity - 28 5.11.1 Control of noncon14、forming product and operation5.11.2 Control of nonconforming measuring equipment5.12 Handling, packaging, storage, preservation and delivery - 29 5.13 Service - 29 5.14 Infrastructure and maintenance - 30 5.15 Housekeeping - 30 5.16 Process quality audit - 30 5.17 Product quality audit - 30 6 Busine15、ss Improvement and Operational Results6.1 Requirements for business improvement -30 6.2 Methods for business improvement -316.3 Measurements of operational results -32 7 Customer Focus and Satisfaction7.1 Customer satisfaction monitoring & measuring -33 7.2 Customer Complaint Resolution Process -33 16、8 Supply Management8.1 Supply management strategy- 33 8.2 Content of supply management -34 8.3 Supplier evaluation -34 8.4 Communication and partnership - 34 8.5 Total cost reduction - 34 8.6 Sourcing and localization - 35 8.7 Supplier QA support & 2nd-party audit - 35 8.8 Appraisal, compensation an17、d improvement for suppliers - 35 8.9 CNDMX: Supplier evaluation model - 36 9 Time-based Management- 36 10 环境与职业健康安全管理 10.1 环境因素与职业健康安全风险 -3710.2 运行控制 -3710.3 应急准备和响应-3810.4 绩效监测和测量 - 3810.5 守法性（合规性）评价- 3810.6 清洁生产- 3810.7 环境标志- 38附录A ISO9001:2000、TQM手册及相关程序对照表附录B ISO10012:2003、TQM手册及相关程序对照表附录C ISO1418、001:2004、TQM手册及相关程序对照表附录D OHSAS18001:1999、TQM手册及相关程序对照 表附录E质量目标/计量目标/环境、健康安全目标与 管理方案/关键指标系统附录F修改登记 10 Environmental and OH&S management 10.1 Environmental aspects and OH&S risks -3710.2 Operational control - 3710.3 Emergency preparedness and response-3810.4 Performance monitoring and measurement - 319、810.5 Evaluation of compliance-3810.6 Cleaner Production - 3810.7 Environmental Labels- 38Appendix A Correspondence amongst ISO9001:2000, TQM Manual and related procedures Appendix B Correspondence amongst ISO10012:2003, TQM Manual and related procedures Appendix C Correspondence amongst ISO14001:2020、04, TQM Manual and related procedures Appendix D Correspondence amongst OHSAS18001: 1999, TQM Manual and related procedures Appendix E Quality objectives/ Metrological objectives Environmental and OH&S objectives and management program / Key measurement systemAppendix F Register of amendment 手册的批准和发21、布 xx开关有限公司最高管理层谨在此批准本 全面质量管理手册和公司使命、愿景、价值观和方针生效。 本手册描述了公司的全面质量管理体系，旨在使产品、服务和运作满足客户和适用的法律法规要求，确保经营管理目标的实现，并使员工、股东、社会及供应商受益。全体员工必须严格遵守与执行。 最高管理层在此承诺将创立和改进全面质量管理体系： 就满足客户及法律法规要求的重要性进行沟通； 推行“客户中心论”； 制订和批准方针、目标； 实施管理评审； 确保及时获得必要的资源。xx开关有限公司总经理： x x年6月 应用范围 本手册适用于xx开关有限公司从识别顾客 要求到使顾客满意的所有质量管理过程，以及那些可为公司控制22、或施加影响的环境因素和职业健康安全风险的管理过程，覆盖了公司制造和销售的所有产品，如： 中压开关设备 断路器 真空接触器 组合电器 本手册采用x集团卓越经营模式框架，充分整 合了ISO9001:2000质量管理体系标准、ISO10012:2003测量管理体系标准、ISO14001:2004环境管理体系标准、ISO14021:1999环境标志和声明（II型环境标志，自我环境声明）以及OHSAS 18001:1999职业健康安全管理体系标准的要求，所述及的“全面质量管理体系”兼容了质量、计量、环境、职业健康安全等运作系统。当作为认证或日常监督审核用途时，适用内容仅限于认证标准所要求的要素和范围。 23、x集团卓越经营模式框架如下图： Approval and Issuance of ManualThe top management of x Xiamen Switchgear Co., Ltd. hereby approves the Total Quality Management Manual, the Companys Mission, Vision, Values and Policies, and authorizes its use.This Manual describes the total quality management system of the company, 24、which is necessary for the fulfillment of customers and applicable regulatorys requirements concerning product, service and operations, for the achievement of management objectives and for the benefits of the employees, owners, society and suppliers. The instructions contained in this manual are bin25、ding for all staff.Top management demonstrates here its commitment to the development and improvement of the total quality management system: communicating to the company the importance of meeting customer as well as statutory and regulatory requirements; developing “customer focus”; establishing an26、d approving the policies and objectives; conducting management reviews; ensuring the availability of necessary resources.President, x Xiamen Switchgear Co., Ltd. John Yung June, x Scope of ApplicationThis manual applies to the activities from the identification of customer requirements, through all 27、quality management system processes, to the achievement of customer satisfaction, and to the management of environmental aspects and occupational health and safety (OH&S) risks that the organization can control and over which it can be expected to have an influence. It covers all the products that a28、re manufactured and provided by the company, includes:- medium voltage switchgear- circuit breaker- vacuum disconnector - switch-fuse combinationThis manual is designed according to the scheme of xs model for business excellence, fully integrated with the requirements of ISO9001:2000, ISO10012:2003,29、 ISO14001: 2004，ISO14021:1999 and OHSAS18001:1999. The total quality management system mentioned in this manual covers the operational system related to quality, metrology, environment and occupational health and safety. While it is used for the purpose of certification or periodical audit, only tho30、se aspects and processes specified in the related standard shall be applied.The scheme of xs model of business excellence is as follows: 手册管理1编制、审核和批准 本手册由公司内部跨职能小组编制，质量部经理 审核，总经理批准生效。 本手册内容由质量部负责解释，以中文本为准。 2 发放 2.1 手册的有效版本通过公司计算机内联网进行分发 和控制。2.2 各部门经理和主管应保证本部门内每个使用者都 熟悉手册中与之相关的内容和要求。2.3 非受控版手册的封底印上“31、非受控” 字样，发给 客户或其他相关方参考。3 更改 手册更改首先由更改人提出更改申请，经质量部经理审核和总经理批准后按文件更改程序规定进行。 4换版 原则上，本手册随所依据的相关标准的换版或公司运作系统的重大变化而换版。 5 引用标准 ISO9000:2000 质量管理体系-基础与术语 ISO9001:2000 质量管理体系- 要求 ISO10012:2003 测量管理体系对测量过程和测 量设备的要求 VIM:1993 国际通用计量学基本术语 ISO14001:2004 环境管理体系要求及使用指南 ISO14021:1999 环境标志和声明（II型环境标 志，自我环境声明） OHSAS18032、01:1999 职业健康安全管理体系-规范 ISO19011:2002 质量和/或环境管理体系审核指南 x TQSR x集团卓越经营模式 6参考 ISO9004:2000 质量管理体系-业绩改进指南 公司简介 x集团 x是电力和自动化技术的领导者，服务于公共事业和工业客户，在帮助客户提高绩效的同时，使其降低对环境的影响。x集团拥有约108,000名员工，遍布于全球近100个国家。 xx开关有限公司是x集团在亚太地区最大 的中压开关制造和研究基地。公司成立于1992年9月，是x在中国的第一家合资企业，主要生产和销售中压开关设备、断路器及配套元器件。迄今为止，公司已相继为国家两千多个重点工程提供了33、优质的产品和服务，如上海宝钢、北京人民大会堂和毛主席纪念堂等。 Control of Manual1 Compiling, checking and approvalThe Total Quality Management Manual is compiled by a cross-functional team, reviewed by the Quality Dept. Manager and approved by the General Manager.The Quality Dept. is responsible for the explanation of the manual.34、 Priority shall be given on the Chinese version when conflict exists between the Chinese version and English version. 2 Issuing2.1 The effective manual is issued and controlled through the intranet of the company.2.2 Department managers and supervisors should ensure their subordinate to understand t35、he related contents and requirements of the manual.2.3 The mark of “UNCONTROLLED” should be made on the back cover page for those uncontrolled manuals issued to the customers or other interested parties. 3 AmendmentBefore any amendment to the manual, an application should be submitted by the applica36、tor, reviewed by the quality manager and approved by the general manager, which is specified in the relevant procedure.4 RevisionThe new version of the manual will be compiled if there are major changes concerning the standards or the operational system of the company.5 Normative referenceISO9000:2037、00 Quality management systems - Fundamentals and vocabularyISO9001:2000 Quality management systems - RequirementsISO10012:2003 Measurement management systems Requirements for measurement processes and measuring equipmentVIM:1993 International vocabulary of basic and general terms used in metrologyIS38、O14001:2004 Environmental management systems -Requirements with guidance for useISO14021:1999 Environmental labels and declarations OHSAS18001:1999 Occupational health and safety management systems - SpecificationISO19011:2002 Guidelines for quality and/or environmental management systems auditing x39、 TQSR xs Model for Business Excellence6 ReferenceISO9004:2000 Quality Management Systems Guidance for Performance Improvement. Company Profilex () is a leader in power and automation technologies that enable utility and industry customers to improve performance while lowering environmental impact. T40、he x Group of companies operates in around 100 countries and employs about 108,000 people. Established in September 1992, x Xiamen Switchgear Co., Ltd. - - the leading medium voltage switchgear manufacture and research center in the Asia Pacific region-was the first x joint venture in China. The com41、pany specializes in the production, sales and service of medium voltage switchgear and breakers and related apparatus, etc. Up to now, more than 2000state key projects in China have used our switchgear, such as Shanghai Bao Steel Mill, the Great Hall of the People and the Memorial Hall of Chairman M42、ao. xx开关有限公司大力引进世界先进的设备 和管理信息系统。金加工车间采用最新的FMS(柔性生 产线)，由电脑控制实现自动化生产；应ERP(企业资源计划管理系统)，把销售、生产计划、采购管理、仓库管理、生产过程控制、财务管理和质量管理连为一体；将FMS、ERP与CAD/PDM(计算机辅助设计/产品数据系统)整合成CIMS(计算机集成制造系统)，充分利用物力和人力资源，控制生产运作，减少库存，提高质量和生产率，降低制造和管理成本。xx开关有限公司秉持为所有利益相关方创造价值的理念，率先在中国通过了ISO9001质量体系、ISO14001环境管理体系认证和清洁生产企业认定；2002年荣获全国质43、量管理奖，通过OHSAS18001职业健康安全管理体系认证；2003年公司取得“完善计量检测体系合格证书”，四种产品(UniGear-ZS1, UniGear-ZS3.2 、VD4和Vmax)获得中国型环境标志验证证书。公司目前正全力推行六个x，以持续改进公司的产品和服务质量以及管理水平。公司始终将客户的需求和期望放在第一位，通过积极沟通、有效处理客户投诉、开展客户调查活动和内部改进活动，全面提高客户对公司产品和服务的满意程度，建立长期稳定的伙伴关系。公司建立良好的人力资源发展规划，注重优秀企业文化的建设，使具有积极性和创造性的员工在这里充分展现和发挥其才能。1 管理和领导1.1 公司使命、愿44、景、价值观和方针1.1.1 使命 持续满足市场对优质、安全、可靠的中压开关 的需求，促进中国中压开关行业进步和社会发展。1.1.2 愿景 成为世界最大的中压开关公司。1.1.3 价值观 1) 为我们的客户创造价值 客户成功 质量优异 创新2) 为我们的员工创造价值 员工发展 领导力和人员管理3) 为我们的股东创造价值 提高股东的价值4) 为社会创造价值 可持续发展5) 为创造价值而共同努力 集团统一 实干精神 沟通 商业道德 1.1.4 客户中心方针1) 使客户受益并增强其竞争力，是我们长期成功的关键2) 通过我们卓越的产品和服务，满足客户的需求和期望x Xiamen Switchgear C45、o., Ltd. utilizes advanced equipment and management information systems. The FMS (Flexible Manufacturing System) automates production in the Machine Shop. The ERP (Enterprise Resource Planning System) enables information from Sales, Production Planning, Purchasing, Inventory Control, Financial and Q46、uality to be coordinated, analyzed and transmitted to the respective parties involved. The CIMS (Computer Integrated Manufacturing System) links thefunctions of FMS, ERP and CAD/PDM (Computer Aided Design/ Product Data Management) for better use of materials, machinery and human resources, for bette47、r control of the production, scheduling and management of total manufacturing operation, for the reduction of inventory, and thus, it has made it possible to improve quality and productivity and reduce production cost.x Xiamen Switchgear Co., Ltd. adheres to create value for all stakeholders, takes 48、the lead in successful certification in ISO9001 Quality System, ISO14001 Environmental Manage- ment System and Cleaner Production Enterprise in China, won China Quality Management Award and OHSAS18001 Certification in 2002. The company was awarded “Certificate for Perfecting the System of Inspection49、 Measurement and Test”, and four products (UniGear-ZS1, UniGear-ZS3.2, VD4 and Vmax) were awarded Chinese Type Environmental Labels in 2003. The company is now pushing ahead on a large scale Six Sigma. The company will spare no effort in communicating with customers, providing resolution to the cust50、omer complaints, carrying our customer survey and internal performance improvement, with a view to enhance the customer satisfaction and build long-term partnership with the customers. The company has a good HR planning system, and has attached great importance to developing a good company culture. 51、People who are initiative and creative here will find many opportunities to reveal their intelligence.1 Management and Leadership 1.1 Companys Mission, Vision, Values and Policies1.1.1 MissionTo work unremittingly to satisfy the market requirements for safe and reliable MV switchgears. We shall help52、 promote the development of Chinas switchgear industry and contribute to the progress of society.1.1.2 VisionTo be the largest medium voltage switchgear company in the world.1.1.3 Values1) Creating value for our customers Customer Success Quality Excellence Innovation2) Creating value for our employ53、ees Employee Development Leadership and People Management3) Creating value for our shareholders Increasing Shareholder Value4) Creating value for society Sustainability5) Working together to create value Group Unity Results-oriented Action Communicating Business Ethics1.1.4 Customer Focus Policy1) A54、dd value to our customers and enhancing their competitiveness are critical to our long term success2) Satisfy our customers needs and expectations by our excellent products and services3) 为开发最适用的产品和服务，应理解客户的需求和期望4) 使我们的经营过程与客户、供应商紧密结合，共同建立伙伴关系和改进运作业绩5) 在国内各主要市场占有份额，连同我们的全球资源，是我们赢得客户信任并对其需求作出反应的关键1.155、.5 员工中心方针 我们力图通过提供富有挑战和回报的工作环境， 为所有的员工提供发挥和拓展其技能、知识和创造性潜能的机会，这不仅将使员工受益，同时也将使公司受益。我们鼓励多元化、个人主动性、创业精神和对客户需求做出迅速反应的行为。 根据个人品质、专业能力、主动性和贡献能力招聘和提拔员工 尊重并鼓励多元化，以创造性的方式管理多元化 避免任何基于性别、种族和宗教的歧视 鼓励员工在作为个人和团队成员时都发挥其最大潜能 鼓励并奖励成就、创造力和实干行为1.1.6 质量方针 x是质量的象征。 我们所有的许诺、行为和产品都是x质量意识 的体现。 使客户满意是我们最重要的质量准则，如何让我 们的客户对我们充56、满信心是我们的职责。我们的承诺和产品必须和客户的要求及约定条款相一致，每一次的产品交付都应对未来的业务有所促进。 质量目标的实现、企业的竞争优势、企业持续运 作的成功都取决于我们的资源、组织能力、工作中的奉献精神，而首要的是对质量的态度。 1.1.7计量方针 测量设备完好、计量数据准确、检测体系完善计量检测体系要求：测量设备配备合理化；检测工作规范化；人员培训制度化；岗位责任标准化；管理工作程序化。1.1.8 环境、健康和安全方针 保护环境、降低职业健康和安全风险是xx 开关有限公司的重要方针。公司向员工、客户和公众承诺：确保每一运作均以可靠的符合环境、健康和安全要求的方式进行，我们的商业活动57、符合x集团基于国际商会(ICC)持续发展商务公约而建立的环境政策和社会政策。本方针可为公众所获取。3) Understand our customers needs and expectations in order to develop the most suitable products and services4) Integrate our business processes with customers and suppliers through building partnerships and improving operational performance together58、5) Win the trust from our customers and respond to their requirement through our local presence in all major markets together with our global resources1.1.5 Employee Focus PolicyWe aim to provide all our employees with the opportunity to use and expand their skills, knowledge and creative potential 59、both for their own benefit and for that of the company by providing a challenging and rewarding work environment. We encourage diversity, personal initiative, entrepreneurship, and behavior responsive to customer needs. Recruit and promote people based on personal integrity, professional competence,60、 sense of initiative and ability to contribute Respect and encourage diversity and find ways to creatively manage it Avoid any discrimination on the basis of gender, race or religion Encourage people to realize their full potential both individually and as team players Encourage and reward achieveme61、nt, creativity and results-oriented behavior1.1.6 Quality PolicyThe hallmark of x shall be quality.All of our commitments, actions and products must be recognized as an expression of quality.Our most important criterion of quality is the satisfaction of our customers. We must aim at maintaining thei62、r full confidence in x as a supplier. The demands and stipulations of the customer must be met by our commitments and products conforming to agreed terms. Each delivery should create a recommendation for further business.The achievement of these quality goals and, consequently, our overriding goals 63、to continue operating as a competitive and successful enterprise, will both be determined by our resources, by our organization, by the dedication we show in our work and, above all, by our attitude to quality.1.1.7 Metrology PolicyMake sure the measuring equipment is in good condition. Ensure that 64、the metrological data are precise, and the metrological system works well.Measurement management system stipulates that the company shall:Equip suitable measuring equipment; standardize measurement and inspection procedure; ensure that people are well trained; responsibilities and management work ha65、ve clear standards and procedures.1.1.8 Policy on Environment, Health & SafetyProtection of the environment and reduction of the OH&S risks are priorities of x Xiamen Switchgear Co., Ltd. The company is committed to the employees, customers and the general public that every effort is made to ensure 66、its operationsmeet the requirements of environment, occupational health and safety (OH&S). In our business activities, we work in line with xs worldwide Environmental Protection and Social Policies, which are based on the ICC (International Chamber of Commerce) Business Charter for Sustainable Devel67、opment.xx开关有限公司环境、健康和安全方针要 求：1) 任命公司可持续发展专员(LSO)。2) 将方针传达到所有为公司或代表公司工作的人员，对其进行教育、培训 和激励，使他们以对环境负责的态度从事工作并认识各自的职业健康安全义务。3) 承诺设计和生产无不良环境影响，使用安全，能 有效利用能源和自然资源，以及能够回收、再利用或安全处置的的产品。4) 控制公司运作，策划和维护设备设施，使之符合 有关环境、健康和安全法律、法规要求。5) 在所有的工作场地提供安全、健康的工作环境， 采取足够措施防止工作过程中的事故和伤害。6) 明确紧急应变程序，并按照如下顺序优先进行： I 人身安全； II 68、环境保护； III 财产保护。7) 促进并鼓励供应商具有与我们相似的可持续发展政策和系统。8) 管理层设立持续改进的目标，承诺清洁生产和持 续改进环境、健康安全绩效。1.1.9 现场服务方针1) 为中国客户提供最好的服务2) 精心策划服务并使其系统化3) 在上海、北京等大城市建立当地现场服务中心4) 紧急情况-从x或最近处乘最先的航班抵达现场5) 突发事件-不考虑责任或质保期，首先恢复供电6) 与当地公用事业单位建立长期关系7) 免费培训客户维护人员1.1.10 培训方针1) 我们必须比竞争对手更强2) 我们必须持续改进3) 我们必须比竞争对手改进得更快4) 成功属于那些比他人改进得更快的人569、) 培训部门将帮助你成为自我改进的先行者1.2 全面质量管理原则和体系方法1.2.1 全面质量管理原则为实现全面质量目标，应遵循以下八项原则：This policy is available to the public.This Environmental and OH&S Policy stipulates that the company shall:1) Appoint a Local Sustainability Officer (LSO).2) Communicate this policy to all persons working for or on behalf of the70、 organization. Educate, train and motivate them, enabling them to do things in an environmentally responsible manner, and made them at the same time aware of their individual OH&S obligations.3) Commit to design and produce products with no undue environmental impact, that are safe in use, that are 71、efficient in their consumption of energy and natural resources, and that can be recycled, reused or disposed of safely.4) Control the companys operations, design and maintain its infrastructure in compliance with the applicable environmental and OH&S laws and regulations.5) Provide a safe and health72、y working environment at all sites and facilities and to take adequate steps to prevent and minimize accidents and injury to health arising out of the course of work.6) Set detailed procedure for handling of emergency situations. The procedure must establish that the priorities in any emergency situ73、ation are in the following order: I human safety; II protection of the environment; III protection of properties.7) Encourage the suppliers to establish sustainability policy and system similar to us.8) Set objectives for continual improvement and commit to implement Cleaner Production and continual74、ly improve the environmental and OH&S performance by the management.1.1.9 Site Service Policy1) Provide the best service available in China2) Well planned and systematic service3) Local site service centers eg Shanghai, Beijing, etc.4) URGENCY-Arrive on site by first available flight from Xiamen or 75、from nearest location5) EMERGENCY-Resume power first irrespective of responsibilities or warranty period6) Long term relationship with local utilities7) Free training for customers maintenance staff 1.1.10 Training Policy1) We have to be stronger than our competitors2) We have to make continuous imp76、rovements3) We have to improve quicker than our competitors4) Success belongs to those who can improve quicker than the others5) Training department will help you to make quicker self-improvement1.2 TQM principles and TQM systems approach1.2.1 TQM principlesEight TQM principles have been identified 77、to facilitate the achievement of total quality objectives. They are:1) 客户中心：公司依存于客户，因此应理解客户当前和未来的需求，满足客户要求并力争超越客户期望2) 领导作用：公司领导应建立相互统一的宗旨、方向和内部环境，创造使员工能够充分参与实现公司目标的环境3) 全员参与：各级人员是公司的根本，只有他们的充分参与才能使他们的才能为公司带来最大收益4) 过程方法：将相关的资源和活动作为过程进行管理，可以更高效地得到期望的结果5) 管理的系统方法：针对设定的目标，识别、理解并管理一个由相互关联的过程所组成的体系，有助于提高公78、司的有效性和效率6) 持续改进：持续改进是公司永恒的目标7) 基于事实的决策方法：对数据和信息进行逻辑和直觉的分析是有效决策的基础8) 互利的供应商关系：通过互利的关系，增强公司和供应商创造价值的能力1.2.2 全面质量管理体系方法1) 确定客户和其他相关方的需求和期望2) 确保满足规定的计量要求3) 建立公司的方针和目标4) 确定实现目标的必要过程和职责5) 对每个过程实现目标的有效性建立测量方法6) 应用测量方法，以确定每个过程的现行有效性7) 确定预防不合格和消除其原因的措施8) 寻找提高过程有效性和效率的机会9) 确定并优先考虑那些能提供最佳结果的改进10) 为实施已确定的改进，对战略79、过程和资源进行策划11) 实施改进计划12) 监视改进效果13) 对照预期结果，评价实际结果14) 评审改进活动，以确定适宜的跟踪措施1.3法律和其他要求 公司应建立、实施并保持程序，用来确定：适用于其活动 、产品和服务中质量、计量、环境与职业健康安全等方面的法律，以及其他应遵守的要求，并建立获取这些法律和要求的渠道。这些要求的适用情况。公司应确保在建立、实施和保持上述管理体系时，对这些适用的法律法规和其他要求加以考虑。 公司应保持相关法规的最新信息，并将这些信息 传达给员工和其他相关方。 1.4 资源、作用、职责与权限1.4.1 组织机构 1) Customer focus The com80、pany depends on customers and therefore should understand current and future customer needs, meets customer requirements and strives to exceed customer expectations.2) Leadership The company leaders establish unity of purpose, direction, and the internal environment of the company. They create the e81、nvironment in which people can become fully involved in achieving the companys objectives.3)Involvement of people People at all levels is the essence of the company and their full involvement enables their abilities to be used for the companys maximum benefit. 4)Process approach A desired result is 82、achieved more efficiently when related resources and activities are managed as a process. 5)System approach to management Identifying, understanding and managing a system of interrelated processes for a given objective contributes to the effectiveness and efficiency of the company. 6) Continual impr83、ovement A permanent objective of the company is continual improvement.7) Factual approach to decision making Effective decisions are based on the logical and intuitive analysis of data and information. 8) Mutually beneficial supplier relationships The ability of the company and its suppliers to crea84、te value is enhanced by mutually beneficial relationships 1.2.2 TQM systems approach1) Determine the needs and expectations of the customer and other interested party2) Ensure specified metrological requirements are met3) Establish the policies and objectives of the company4) Determine the processes85、 and responsibilities necessary to attain the objectives5) Establish measures for the effectiveness of each process towards attaining the objectives6) Apply the measures to determine the current effectiveness of each process7) Determine means of preventing nonconformities and eliminating their cause86、s8) Look for opportunities to improve the effectiveness and efficiency of processes9) Determine and prioritize those improvements which can provide optimum results10) Plan the strategies, processes and resources to deliver the identified improvements11) Implement the improvement plan12) Monitor the 87、effects of the improvements13) Assess the results against the expected outcomes14) Review the improvement activities to determine appropriate follow-up actions1.3 Legal and other requirementsThe company shall establish, implement and maintain a procedure-to identify and have access to legal and othe88、r requirements that are applicable to the quality, metrology, environmental and safety aspects of its activities, products and services. -to determine how these requirements apply to the company.The company shall ensure that these applicable legal requirements and other requirements to which the com89、pany subscribes are taken into account in establishing, implementing and maintaining its management system.The company shall keep this information up-to-date. It shall communicate relevant information on legal and other requirements to its employees and other relevant interested parties. 1.4 Resourc90、es, roles, responsibility and authority14.1 Organization 1.4.2 职责与权限1) 总经理 负责公司方针和目标的批准和实施。 建立与公司业务流程相一致的组织机构，确定各个区域的职责和权限。 委派公司管理体系管理者代表。 实施管理评审。 确保必要资源的获得。 2) 副总经理及总经理办公室 负责x和政府机构相关公共事务的沟通，包括法律法规要求。 监督公司职业健康和安全管理。实施庆典计划。 负责公司办公楼、公司绿化的管理和维护，处理相关的环境与职业健康安全事务。 负责车队和保安管理，确保行车安全和尾气达标。3) 管理者代表(质量部经理) 确保91、按照相关管理体系标准要求，建立、实施和保持质量、计量、环境和职业健康安全管理体系。 负责向最高管理层汇报全面质量管理体系的业绩以供评审，并为改进提供依据。 在公司内部促进客户及法律法规要求意识。 4) 质量部 建立和完善以卓越经营模式为框架，兼容质量、计量、环境和职业健康安全管理的全面质量管理体系，履行策划、组织、协调、监督、检查和评价职能，推行经营质量改进（QCC、6SIGMA等）。 负责供应质量管理、客户投诉处理和客户满意度测评。 负责产品检验管理，对进货和最终产品的符合性负责。 负责研发试验和有关委托试验。 负责测量设备和测量过程的管理。 负责提供优质的售后服务。5) 市场部 负责市场调92、研、分析和预测。 负责市场开发、产品推广和市场战略策划。 负责提供客户培训。6) 元器件/项目销售部 负责获得和处理销售订单。 负责识别客户要求和履行合同评审手续。 负责就客户询问，合同签订、执行或变更事宜与客户进行沟通。 7) 技术部 负责产品管理和技术管理，包括技术转让。 负责GFFF产品的全球技术管理。 负责GFFF产品的出口项目。1.4.2 Responsibility and authority 1) President Be responsible for the approval and implementation of company policy and objective93、s. Establish an organization structure relevant to the needs of the company business processes, identify areas of responsibility and authority. Appoint the Management Representatives of management system. Perform management review. Ensure the availability of resources.2) Deputy General Manager and E94、xecutive Office Be responsible for the communication with the x internal and local governmental issues, including the legal requirements. Supervise OH&S management. Implement the plan of celebration. Be responsible for the management and maintenance of the office building and virescence, and for the95、 related environmental and OH&S issues. Be responsible for the management of company bus and public security, ensure traffic safety and achievement of the standard of tail gas.3) Management Representative (Quality Manager) Ensure the quality, metrology, environmental and OH&S management systems are 96、established, implemented and maintained in accordance with the requirements of the relevant management systems standards. Report to the top management on the performance of the total quality management system for review and as a basis for improvement. Promote awareness of customer as well as regulat97、ory and legal requirements throughout the organization.4) Quality Department Establish and mature TQMS based on Business Excellence Model and integrating quality, metrology, environmental and OH&S management, be responsible for planning, organizing, coordinating, monitoring, inspecting and evaluatin98、g the systems and processes, promoting business improvement (QCC, Six Sigma etc.). Be responsible for supply quality management, CCRP and CSI. Be responsible for management of product inspection, and for conformance of incoming and final products. Be responsible for the R&D test, commissioning test.99、 Be responsible for measuring equipment and measurement processes management. Be responsible for providing excellent after-sales service.5) Marketing Department Be responsible for investigating, analyzing and forecasting of the market. Be responsible for market development, products promotion and st100、rategic planning. Be responsible for providing the customer training if required. 6) Apparatus/Projects Sales Be responsible for obtaining and handling of the sales orders. Identify the customer requirements and implement contract review. Communicate with customers the information about order enquir101、y, contract signing, implementing or changing.7) Technology Department Be responsible for product management and technology management, including technical transfer. Be responsible for global product management on GFFF (Global Focus Feeder Factory) product. Be responsible for export projects of GFFF102、 products.8) 运作部 总体负责项目设计、计划、供应及生产的策划、组织和协调。 9) 项目工程部 负责依照合同要求进行工程项目设计，确保设计满足客户的要求。 负责工程项目管理。 负责标准化工作。 制订并有效协调生产计划。10) 计划供应部 负责采购供应管理，包括办公设施和用品等非产品物料。 产品原材料、零部件的供应资源开发及国产化工作。 确保供应商的表现及其提供的产品符合相关质量标准和质量、计量、环境和职业健康安全要求。 负责库存控制并确保物品的搬运、储存、包装、防护和交付处于良好的受控状态。11) 生产部 有效实施生产计划。 负责生产开发和工艺管理，确保人力、材料和设备等资源的有效103、使用。 负责公司生产厂房、生产设备、所用测量设备、空调系统及公司用电用水的管理和维护，处理相关的环境和职业健康安全事务。 负责生产作业的质量、计量、环境和职业健康安全。12) 人力资源与培训部 制定、实施与公司经营战略相一致的人力资源战略计划。 使员工具备全面质量管理体系所要求的能力、资格和意识。 推行“员工中心论”、公司文化建设和目标管理，激励员工参与持续改进。 确定公司各层次员工的培训需求。 负责制订培训计划，并加以实施。 评价培训的有效性，确保培训的良好效果，提高员工素质。13) 财务部 负责财务控制和支持，以及不良质量成本的会计核算。 负责管理信息系统的运作和控制。 确保合同评审、履行104、的有效性。1.5 内部体系审核、自我评审和管理评审1.5.1 内部体系审核 公司应制订程序，实施周期性内部审核，以确定体系是否已经有效实施和保持，并符合相关标准的要求。审核结果应向管理者报告。8) Operation Division Be responsible for the general planning, organization and coordination of the project design, production plan, supply management and production management.9) Project Engineering Depa105、rtment Be responsible for project design according to the specifications of contracts and to ensure that the design meet customer requirements. Be responsible for project management. Be responsible for standardization. Make and coordinate production plan effectively.10) Planning & Supply Management 106、Be responsible for supply management, including office facilities and equipment, and other non-product material. Sourcing and localization of the raw material and parts. Ensure the products and performance of the suppliers meets the relevant quality standards and the relevant quality, metrology, env107、ironmental and OH&S requirements. Be responsible for logistics control and ensure that handling, storage, packaging, protection and delivery are properly controlled. 11) Production Department Implement production plan effectively. Be responsible for production development and process management, and108、 make effective use of manpower, material and facilities. Be responsible for the management and maintenance of the workshop, production equipment, measuring equipment used, air-conditioning system and electricity and water utilization in the company, and for the related environmental and OH&S issues109、. Be responsible for the production quality, metrology, environment and OH&S.12) Human Resources & Training Department Prepare and implement the human resources strategic plan in line with company strategic plan. Ensure the competence, qualification and awareness of the personnel to meet the require110、ments of TQM system. Promote Employee Focus, facilitate the company culture development, promote the management by objective and encourage employees to participate in the continual improvement. Identify the training needs of all levels staff. Be responsible for establishing and implementing the trai111、ning program. Assess and ensure the good result of training programs and improve the quality of the employees.13) Finance & Control Department Be responsible for financial control and support, and the account of cost of poor quality. Be responsible for the operation and control of Management Informa112、tion System. Ensure effectiveness of contract review and implementation.1.5 Internal system audit, self-assessment and management review1.5.1 Internal system auditThe company shall establish procedure to conduct periodic internal audits in order to determine whether the system has been effectively i113、mplemented and maintained and has been conformable to the relevant standards. Provide information on the results of audits to management.审核计划，包括时间表，应基于所审核的活动、区域的状况和重要程度，以及此前体系审核的结果。内部体系审核由质量部负责组织实施，原则上每年1-2次。审核员的选择和审核的实施应确保审核过 程的客观性和公正性。审核员不应审核自己的工作。审核报告应总结审核观察结果与标准或体系要求的偏差，明确薄弱环节、潜在的改进机会和责任部门，以便管理者114、及时采取必要的纠正和预防措施。审核组应跟踪和报告改进活动的结果。1.5.2 自我评审 公司应制订并实施建立在x集团TQSR卓越经营 模式基础上的自我评审程序。自我评审的范围和深度根据公司的目标和业务优先顺序进行规划。自我评审活动应评估公司运作体系的成熟程度，确定需要改进的区域并确定优先开展的事项。 自我评审由最高管理层授权跨职能评审小组进行，评审每1-2年进行一次。应对评审结果进行分析并形成报告。1.5.3 管理评审 公司应建立并实施管理评审程序。公司最高管理层每年1-2次应对全面质量管理体系和方针进行评 审，确保其持续的适宜性、充分性和有效性。管理评审还应评估体系变更，包括方针和目标变更的需115、要。应保存管理评审记录。管理评审输入应包括与以下方面有关的近期业绩和改进机会： 内部审核和守法性评价的结果； 目标和指标的实现程度； 审核结果； 客户反馈； 过程绩效和产品符合性; 纠正和预防措施的状况； 上次管理评审所确定措施的跟踪； 可能影响体系的客观境况变化, 包括与公司体系有关的法律法规和其他要求的发展变化； 改进的建议。可能时，还包括TQSR自我评审、相关方反馈、人力资源等。 管理评审输出应包括与以下方面有关的决策和行动： 全面质量管理体系及其过程有效性的改进(包括持续改进的承诺，方针、目标和指标以及体系其他要素的修改)； 与客户要求有关的产品的改进； 资源需求。1.6 沟通(信息交116、流)The audit program, including the schedule, shall be based on the status and importance of the activities or areas to be audited and the result of previous audits.Quality Department is responsible for organizing the internal system audit, in general, once or twice a year. Selection of auditors and 117、conduct of audits shall ensure objectivity and impartiality of the audit process. Auditors shall not audit their own work.The audit reports shall summarize the results of the observations and the deviations compared with the standards or the requirements of systems. The weakness, potential opportuni118、ties for improvement and the department in charge shall be identified so that the necessary corrective and preventive action can be taken timely by management, of which the result should be followed up and reported by the audit team.1.5.2 Self-assessmentThe company shall establish and implement a se119、lf-assessment process based on xs excellent model for performance - TQSR. The range and depth of the assessment should be planned in relation to the company objectives and priorities. The self-assessment shall determine the maturity of the operational system, identify the areas for improvement and d120、etermine priorities.Self-assessment may be implemented once every one or two years, conducted by a cross-functional team who is assigned by the company top management. The results of assessment should be analyzed and reported. 1.5.3 Management reviewThe company shall establish a procedure for manage121、ment review. The top management, once or twice a year, shall review the total quality management system and polices to ensure their continuing suitability, adequacy and effectiveness. The review shall evaluate the need for changes to the system, including policies and objectives. Records of manageme122、nt reviews shall be retained.Inputs to management review shall include current performance and improvement opportunities related to the following: Results of internal audits and evaluations of compliance with legal requirements and with other requirements to which the company subscribes; The extent 123、to which objectives and targets have been met; Results of audits; Customer feedback; Process performance and product conformance; Status of preventive and corrective actions; Follow-up actions from earlier management reviews; Changes that could affect the system, including developments in legal and 124、other requirements related to its aspects; Recommendations for improvement.If possible, it may include TQSR self-assessment, feedback from interested party, HR, etc.The outputs from the management review shall include actions related to: Improvement of the effectiveness of the total quality manageme125、nt system and its processes(include any decisions and actions related to possible changes to policy, objectives, targets and other elements of TQMS, consistent with the commitment to continual improvement); Improvement of product related to customer requirements; Resource requirement.1.6Communicatio126、n (Information Communication)The company shall establish, implement and maintain procedures for communication between the various levels and functions in the company regarding the processes of the total 公司应建立、实施并保持沟通程序，就全面质量管理体系过程及其有效性在公司内不同层次和职能之间进行沟通，对外部相关方的联络进行接收、记录/成文和答复，如：产品信息；对询问、合同或订单的处理；客户及其127、他相关方反馈，包括对涉及重要的质量特性、环境因素或职业健康安全风险的投诉。公司应将员工参与和协商职业健康安全事项的安排形成文件，并通报相关方；员工应参与风险管理方针和程序的制定和评审、参与商讨影响工作场所职业健康安全的任何变化、参与职业健康安全事务、了解谁是职业健康安全的员工代表和指定的管理者代表。就质量、计量、环境与职业健康安全要求、目标及其达成及时进行沟通是所有管理人员的职责。这种沟通应延伸到包括客户和供应商在内的所有相关方。必要时，公司应对由于沟通不足而造成的负面影响进行评估和改进。 沟通可以采用多种方式，例如： - 面谈- 布告 - 电子邮件- 传真和书信- 协调会议 - 质量或环境安128、全报告 2 信息与分析2.1 信息内容 信息按是否需要保持现行有效，分为受控信息 和供参考的非受控信息。受控信息包括：全面质量管理体系文件、产品图纸和企业标准、合同或订单、供应商名单、对外技术文件及各类有效记录、数据等。受控信息的控制要求见2.2。 信息按其载体可分为纸面信息和电子信息。电子 信息必须按2.2.3进行控制。2.1.1 市场和客户信息为了及时掌握市场需求和产品信息，加强与客户 的交流、沟通，公司应进行市场分析，建立客户信息数据库，并根据信息变化情况及时更新。客户信息包含：签约方、安装方、设计单位和最终用户的基本信息。客户信息数据库在相关部门之间实现数据共享，方便各职能部门与客户进129、行更好的沟通，以及在公司内部进行更好的协调。2.1.2 合同履行信息公司应对履行合同所需要的信息进行严格控制，确保合同执行的每一个阶段，都能够正确使用这些信息进行沟通和操作。这些信息包括： - 合同文件- 合同变更信息 - 订单处理信息- 预付款状况 - 工程设计信息- 生产进度quality management system and its effectiveness, for receiving, recording/documenting and responding to relevant communication with external interested parties,130、 e.g. product information; enquiries, contracts or order handling; customers and other interested parties feedback, including those complaints on significant quality characteristics or environmental aspects or OH&S risks.Employee involvement and consultation arrangements on OH&S matters shall be doc131、umented and interested parties informed. Employees shall be: involved in the development and review of policies and procedures to manage risks; consulted whether there are any changes that affect workplace OH&S; represented on OH&S matters; and informed their OH&S employee representative(s) and spec132、ified management appointee.The communication of quality, metrological, environmental and OH&S requirements, objectives and achievements is the responsibility of management. This should extend to all interested parties including customers and suppliers. When necessary, the consequences of inadequate 133、communication should be determined by management in terms of impact on performance and actions needed.Approaches for communication may include: Face to face Notice board E-mail Fax and letter Coordination meeting Quality and environmental / safety report2 Information and Analysis2.1 Scope of informa134、tion The information in the company is classified as Controlled or Uncontrolled based on the needs of the effectiveness. The information controlled includes: total quality management system documents, product drawing and company standards, contracts or orders, name-list of suppliers, external techni135、cal documents and all kinds of valid records or data. The requirements for the management of information controlled refer to clause 2.2. The information may also be classified as paper and electronic media according to the different information carriers. The electronic media should be controlled as 136、required by clause 2.2.3. 2.1.1 Marketing & customer informationThe company shall implement marketing analysis, set up customer information database and renew it according to the changed situation, so as to have a good grasp of the market requirements and product information, and improve the interch137、ange and communication with the customers. The customer related information includes: the basic information of contractor, erector, design institute, and end user. The information is shared in the relevant business functions for better communication with the customers and internal coordination.2.1.2138、Information on order implementationThe company shall control the information related to contract implementation, ensure effective communication and operation at each stage by proper use of the information. The information shall include: Contract documents Order change information Order handling info139、rmation Collection of down payment Design progress Production schedule- 客户驻厂验收 - 包装入库信息 - 交付和接收信息 - 安装、调试和验收信息- 售后维修服务信息- 客户投诉信息- 货款和应收帐款回收信息- 争议解决信息2.1.3 设计和开发信息 设计和开发信息包括：a) 标准化信息。其中企业标准必须保证受控，国际、国家和行业标准由标准化管理部门定期发布更新信息，并随时提供有效版本的确认服务。b) 技术转让产品图纸及设计文件。由技术转让管理部门负责更改确认、与技术转让方沟通，技术资料室负责资料控制。c) 自行设计(包140、括优化设计)的型号产品技术资料，由产品管理组负责更改控制，技术资料室负责 资料控制。d) 项目设计技术资料由项目设计部门控制。e) PDM(产品资料管理)系统由MIS控制。f) 产品说明书、安装使用手册等对外技术文件由产品管理组负责更改控制，市场部门负责资料的发放控制。2.1.4 采购信息 采购文件应包含清楚地说明所订购的产品或服 务的信息，适当时包括：a) 类别、型式、等级或其他准确标识方法；b) 规范、图样、过程要求、检验规程及其他有关技术资料(包括产品或服务、程序、过程、设备和人员的认可或签定要求)的名称或其他明确标识和适用版本；c) 管理体系要求；d) 当公司或客户提出在供应商货源处进141、行验证活动时，要开展的验证安排和放行方法。采购文件发放前，应确保其对规范要求的适宜性。发放给供应商后，发放部门应进行文件控制。2.1.5 供应商质量信息 质量部应建立和保持供应商质量信息，合理评 估供应商的质量保证能力，有效控制进货质量水平。2.1.6 企业资源计划系统 (ERP) 企业资源计划系统包括客户订单、计划、采购 、仓库、工程设计BOM、车间管理、应收帐款、应付帐款、财务报表、固定资产管理、人事及薪资管理以及质量检验等。2.1.7 全面质量管理体系文件全面质量管理体系文件包括： In-factory acceptance inspection Packaging and storag142、e Delivery and reception Installation, commission and acceptance After-sales services Customer complaint resolution Payment and retention status Dispute solution2.1.3 Design and developing informationDesign and developing information includes: a) Standardization. The standardization group in the com143、pany shall ensure the effective control of the company standards and changes of the international, national and industrial standards used in the company. b) Technical transfer. Technical transfer management function is responsible for the change or confirmation of the transferred drawing and related144、 design documentation, and for communicating with the owner of the technology. The technical documents shall be controlled in the document room.c) Self design (including design optimization). Product Management Teams are responsible for the control of the related documentation revision, which shall 145、be managed in the document room. d) Project design. The Project Design function is responsible for the control of the project design documentation.e) PDM System. MIS is responsible for the control of PDM (Product Data Management) system.f) Product brochure, installation manual, etc. Product Manageme146、nt Teams are responsible for the control of change, and Marketing Department is responsible for the control of distribution.2.1.4 Purchasing informationPurchasing documents shall contain information clearly describing the product or service ordered, including where appropriate:a) the type, class, gr147、ade or other precise identification;b) the title or other positive identification, and applicable issues of specifications, drawings, process requirements, inspection instructions and other relevant technical data, including requirements for approval or qualification of product or service, procedure148、s, process equipment and personnel;c) any management system requirements;d) the intended verification arrangements and method of release where the company or customer proposes to perform verification activities at suppliers premises.The specification requirements shall be ensured to be adequate prio149、r to releasing of the purchasing documents. The documents released to the suppliers shall be controlled. 2.1.5 Supplier quality informationQuality Dept. shall establish and maintain supplier quality information and assess the quality assurance capabilities of the suppliers so as to ensure the effect150、ive control of procurement quality.2.1.6 Enterprise resource planning system (ERP)ERP system includes Customer Order, Production Planning, Purchasing, Logistic, Engineering BOM, Shop Floor Control, Account Receivable, Account Payable, Financial Reports, Fixed Asset Management, HR and Payroll Managem151、ent and Quality Inspection, etc.2.1.7 Documents of TQM System The Documents of TQM System consists of: TQM手册 程序 作业指导书/计划/方案记录2.1.8 关键指标系统数据 公司定期收集、分析关键指标系统数据，并采取改进措施。2.1.9 不良质量成本 公司以“x不良质量成本”为框架，设置相应 科目、细目，规定数据的收集渠道、方法和责任区域，并通过定期核算、分析，采取措施降低不良质量成本，不断完善全面质量管理体系，提高经济效益。2.2 信息控制2.2.1 文件控制 公司应制订程序，控制体系所152、要求的文件：a) 文件发放前得到批准，以确保文件是充分和适宜的；b) 必要时，对文件进行评审与更新，并再次得到批准；c) 确保文件的更改和现行修订状态得到识别；d) 确保在使用处可获得有关版本的适用文件；e) 确保文件保持清晰、易于识别和检索;f) 确保外来文件得到标识，并控制其分发；g) 防止作废文件的非预期使用，若为任何原因而保留作废文件时，对这些文件加以适当的标识。2.2.2 记录控制 应控制并维护体系所要求的记录，以提供符合 要求和体系有效运行的证据。公司应制订和保持有关记录的标识、贮存、检索、防护、保存期限和处置的程序。2.2.3 电子信息控制a) 文件管理人员负责将生效的文件存入指153、定的共享访问区域，有受控要求的电子信息必须确保现行有效性；b) 网络管理员负责设定网络中公用文档的访问和更改权限，确保系统的正常运行；c) 网络管理员负责新用户的培训指导，确保每一个用户熟知使用方法和使用中的注意事项，规范操作，以保证系统成功运行；d) 网络管理员应定期作系统备份，同时监控系统的运行情况，以保证系统的完整性和正确性。2.3 信息分析与统计技术 TQM Manual TQM ManualProcedureProceduresProcedure Working instructions/ plans/ programs Records2.1.8 Data of Key Measur154、ement System Regularly, the company collects data of KMS, analyzes them and takes actions of improvement. 2.1.9 Cost of poor qualityThe company establishes COPQ system on the basis of xs COPQ system, in which the items to be covered, the sources, methods and the responsible functions of data collect155、ion are stipulated accordingly. By means of regular account and analysis of the data collected, the company is able to take effective actions to reduce COPQ and improve its total quality management system, and increase the benefits. 2.2 Control of information2.2.1 Control of documentsThe company sha156、ll establish procedures for controlling documents required for the system:a) approve documents for adequacy prior to issue;b) review, update as necessary and re-approve documents;c) ensure that changes and the current revision status of documents are identified;d) ensure that relevant versions of ap157、plicable documents are available at points of use;e) ensure that documents remain legible, readily identifiable and retrievable;f) ensure that documents of external origin are identified and their distribution controlled;g) prevent the unintended use obsolete documents, and apply suitable identifica158、tion to them if they are retained for any purpose. 2.2.2 Control of recordsRecords required for the system shall be controlled. Such records shall be maintained to provide evidence of conformance to the requirements and the effective operation of the system. The company shall establish and maintain 159、procedures for the identification, storage, retrieval, protection, retention time, and disposition of records.2.2.3 Electronic information controla) The document controller shall store the validated documents in the shared visiting areas. Effectiveness of the current version of the controlled electr160、onic information shall be ensured. b) The MIS administrator shall create the users access to visit and change the shared files to ensure the effectiveness of the system. c) The MIS administrator shall train and guide the new users on usage and cautions to regulate the operations to ensure successful161、 implementation of the system. d) The MIS administrator shall backup the system regularly and monitor the system constantly to ensure its completeness and correctness.2.3 Information analysis and statistical techniques2.3.1 数据分析 应制订程序，收集和分析适当的数据，以证实全面质量管理体系的适宜性和有效性，并识别能做哪些改进。包括来自测量和监视活动以及其他有关信息源的数据。162、 公司应分析这些数据，以便提供下述方面的信息： a) 客户满意和/或不满意； b) 与产品要求的符合性； c) 过程、产品的特性及其趋势，包括采取预防措施的机会；d) 供应商。 2.3.2 数字资料统计工具 公司在日常管理、质量控制和改进中运用数字 资料统计工具，如： a) 常用图表：用来直观地显示数据大小(柱状图)、 趋势(折线图) 、比例(饼分图)等。 b) 调查表：系统地收集资料和积累数据，确认事实 并对数据进行粗略整理和分析以发现问题。 c) 排列图：用于将项目从最重要到最次要进行排列，以发现主要问题，确定优先改 进的机会。 d) 直方图：在过程控制、过程质量审核中，用来分析关键、重要163、特性值的波动状态，从而观察过程是否正常，推算过程能力及过程能力指数，估算不合格率等。 e) 控制图：在过程控制、过程质量审核中用来分析、控制过程的稳定性，确认过程的改进；在产品 质量审核中用来分析、控制产品质量水平的波动 。 f) 散布图：用来发现两组相关数据之间的关系，并 确认两组相关数据之间预期的关系。 2.3.3 非数字资料管理工具 公司在日常管理、质量控制和改进中运用非数字 资料的管理工具，如： a) 头脑风暴法：集思广益、识别存在的问题、分析产生问题的原因和潜在的改进机会并寻求其解决的办法。 b) 分层法：按某一角度，将有关特定主题的大量想 法或数据进行分类、整理。 c) 树图(系统164、图)：用于目标管理的目标、措施展开和因果分析的问题、原因细化。d) 因果图：在报表和改进活动中分析问题原因以便于找到问题症结，解决问题。 e) 对策表：在改进中采用对策表来明确项目(要因)、对策、目标、措施、地点、负责人及完成时间等，确保措施按时完成 。 f) 流程图：用流程图直观地表示各主要业务流程的 步骤，通过各步骤间关系的研究确定需改进的环 节。 g) 水平对比：通过使用竞争者和对比公司的信息来加强其竞争地位，并体现在经营战略、过程、活动、产品和服务等各个方面。水平对比过程包含2.3.1 Analysis of data The company shall establish a pro165、cedure, collect and analyze appropriate data to demonstrate the suitability and effectiveness of the total quality management system and to identify improvements that can be made. This includes data generated by measuring and monitoring activities and any other relevant sources.The company shall ana166、lyze this data to provide information on:a) customer satisfaction and/or dissatisfaction;b) conformity to product requirements;c) characteristics and trends of processes and products including opportunities for preventive action, and;d) suppliers.2.3.2 Statistical tools for numeric informationThe co167、mpany adopts many statistical tools in everyday management, quality control and improvement, they are:a) Common-used charts: graphically show data in volume (with bar chart), trend (with run chart) and percentage (with pie chart), etc. b) Check sheet: To record and compile data systematically. It he168、lps to confirm facts, process and breakdown data to detect problems.c) Pareto: To focus efforts on the problems that offers the greatest potential for improvement by showing their relative frequency or size in a descending bar graph.d) Histogram: To summarize and analyze from process control and pro169、cess quality audit the variation of the key characteristics to observe the process, calculate the process capability and its capability index, predict the non-conformance rate of the product. e) Control charts: To analyze the process, control its stability, confirm its improvement when conducting pr170、ocess control and process quality audit; to analyze and control the variation of the product quality when conducting the product quality audit. f) Scattering diagram: To study and identify the possible relationship between the changes observed in two different sets of variables.2.3.3 Management tool171、s for nonnumeric informationThe company adopts management tools for nonnumeric information in everyday management, quality control and improvement, they are:a) Brainstorming: To generate creatively and efficiently high volume of ideas by creating a process that is free of criticism and judgment, dur172、ing which problems can be identified, causes be studied, potential opportunities for improvement be found out and actions for improvement be worked out. b) Affinity diagram: To process and summarize natural groupings among a large quantity of ideas or data to understand the essence of a problem.c) T173、ree diagram: To break any broad goal, any complicated problem, graphically, respectively into increasing levels of detailed actions, detailed causes that could lead to effective goal achievement, problem solution. d) Cause & effect diagram (Fishbone diagram): To identify, explore, and graphically di174、splay, in increasing detail, all of the possible causes related to a problem or condition to discover its root cause(s). It is used in quality reporting and improvement activities. e) Action plan: To display the items (root causes), countermeasures, targets, actions, places, responsible people and d175、eadlines in one sheet for more effective fulfillment of the actions. f) Flowchart: To display the actual flow or sequence of events in key processes that any product or service follows and to identify the opportunities for improvement through study on the relationship between or among each step. 寻找对176、比方 收集并分析信息 发掘世界一流表现的原因 发掘阻碍公司成功的因素 采纳成功的做法 实施改变 2.3.4 统计抽样 公司应用统计抽样技术，按照适用的抽样检验标 准，如GB2828逐批检查计数抽样程序及抽样表(适用于连续批的检查)，进行进货检验3 战略策划 3.1战略策划过程 公司战略策划是在组织目标、资源和各种市场机会之间建立和保持可行的适应性的过程，以满足客户的需求、实现公司利润和成长的目标。 公司的战略和目标应符合x集团上级管理部门、公司董事会的战略和目标要求。 战略策划应基于对内部资源的评估、业务环境分析以及未来市场发展趋势的预测。 战略策划应对公司的产品组合方案、资源配置、经营目标及177、策略等作出决策。 各部门应制订相应的行动计划，以支持公司总体战略和目标的实现。3.2强项、弱项、机会和威胁分析(SWOT) 公司市场部在充分分析市场营销信息的基础上， 应定期组织相关部门对公司运作及其产品进行SWOT分析。优势和劣势分析(S/W)不仅着眼于公司的内部运作，而且还要比较公司的产品和运作与其主要竞争对手的差异；机会和威胁分析(O/T)应针对市场的变化，通过研究行业、产品和服务的发展方向，分析企业面临的主要机会和威胁。 SWOT分析结果应形成对策方案，提交公司管理层进行评审和批准后加以实施，以提高企业在市场上的适应能力和竞争能力。 3.3目标管理 最高管理层应确保在公司内部相关职能和178、层次 上建立、实施和保持质量、计量、环境与职业健康安全管理目标。这些目标应可测量，并与公司的质量方针、计量方针、环境和健康安全方针，包括管理层对持续改进和污染及事故预防的承诺相一致。质量目标应包括那些满足产品和服务要求所需的内容。在建立和评审环境与职业健康安全目标时，应考虑法律与其他要求，公司本身的重要环境因素和职业健康安全风险、可选技术方案、财务、运行和经营要求，以及各相关方的观点。 公司应建立关键指标系统，其中应包含相关的目标和运作指标。应定期测量目标和指标结果，进行分析、诊断并采取必要的改进措施。测量结果和相关的改进结果应与部门和个人业绩挂钩，并交由最高管理层进行评审。g) Benchm179、arking: Use the information of benchmark and competitor to improve its competitive position, in respect of business strategy, processes, activities, products and services. The benchmarking process includes: find the benchmark gather and analyze information find the reason behind the world class perf180、ormance find the obstacles for the company to be the best adopt the best practices implement changes 2.3.4 Statistical sampling The company applies statistical sampling techniques. In receiving inspection, the suitable sampling standard for inspection, e.g. GB2828 “Sampling Procedures and Tables for181、 Lot-by-lot Inspection by Attributes (Apply to Inspection of Successive Lots or Batches)”, is followed.3 Strategic planning 3.1 Strategic planning processThe company strategic planning is the managerial process of developing and maintaining a viable fit between the organization objectives, resources182、 and the changing market opportunities. The aim is to satisfy the customer needs and achieve the target of profits and growth. The company strategy and objectives should comply with the strategy and goals of x high level management and board of directors. The strategy planning should be based on the183、 assessment of internal resources, business environmental analysis as well as market trends forecast. The strategic planning shall determine the product combination, resource allocation, objectives and strategy, etc. Each department of the company shall have an action plan in compliance with the com184、pany strategy and objectives.3.2 Strength, Weakness, Opportunity and Threat (SWOT)The Marketing Department shall periodically organize SWOT analysis on the company operation and company products together with other relevant departments.Strength & weakness analysis shall not only be focused on the in185、ternal operation, but also on the difference of product and performance between the company and its competitors. Opportunity & threat analysis shall explore the major opportunities and threats the company faces due to the change of market, through the study of the business and the trend of product a186、nd service. The results of SWOT shall lead to an action plan, which should be reported to the top management for further review and approval, and in the hope finally it shall be implemented to increase the company adaptability and competitiveness in the market.3.3 Management by objectives Top manage187、ment shall ensure that quality, metrology environmental and OH&S objectives and targets are established at relevant function and level within the company. The objectives shall be measurable and consistent with the companys quality, metrology, environmental and OH&S policies including the commitment 188、to continual improvement and prevention of pollution and accident.Quality objectives shall include those needed to meet requirements for products and services. When establishing and reviewing the environmental and OH&S objectives, the company shall consider the legal and other requirements, its sign189、ificant environmental aspects and OH&S risks, its technological options and its financial, operational and business requirements, and the views of interested parties.公司应对各项目标的制订和实施在内部进行沟通，确保得到理解。 3.4 体系策划和管理方案 最高管理层应确保：对全面质量管理体系进行策 划，以满足目标和1.2的要求，在对体系的更改进行策划和实施时，保持体系的完整性.公司应制定并保持环境和职业健康安全管理方案 ，以实现其目190、标。方案应包含形成文件的：a) 为实现目标所赋予公司有关职能和层次的职责和权限；b) 实现目标的方法和时间表。 应定期并且在计划的间隔内对管理方案进行评审，必要时应针对公司的活动、产品、服务或运行条件的变化对方案进行修订。4 人力资源4.1 人力资源计划 人力资源计划将根据公司经营战略制定。通过对商业环境(如经济条件、法律要求和社会环境等)进行综合分析，把公司的经营战略转化成为整个组织的行动。为此，我们应对现有人力资源进行分析，包括对员工技能、知识、工作表现、工作潜能以及员工要求等做综合分析评估。这样，以便公司预测未来在员工招聘、筛选、培训、工作评估、职业发展、福利待遇、退休等方面的需求趋势。191、4.2 职位描述、招聘与人员配置 职位描述应准确阐述并反映不同职位设立的目的、职位职责、任职资格、技能、公司内外关系、工作环境等要素，使之有助于公司逐步建立起合理、公正的薪酬体系。同时，人力资源招聘将依据公司生产经营发展需要，以职位描述为基础，合理、公正地实施招聘。 公司应根据适用的教育、培训、技能和经历安排人员，以确保那些在全面质量管理体系中具有规定职责的人员是胜任的。4.3能力、培训和意识 知识和技能作为一种特殊资源，必须加以有效地 利用并提高其质量，以满足公司持续发展、增强公司综合竞争力的需要。公司应建立并保持程序：a) 确定不同职位的能力和培训需求(考虑职责、文化程度和风险等);b) 192、提供培训或采取其他措施以满足这些需求；c) 评价所采取措施的有效性；d) 保持适当的教育、经历、培训和资格的记录。 同时，公司将明确各职位的任职资格，建立一套 公正、合理的资格评审机制，并使之与人员招聘、选拔、培训及技能开发等有机地结合。 公司应建立并保持程序，以使每一个相关职能和 层次的员工都认识到：a) 符合方针、程序和体系要求的重要性；b) 他们的工作活动对全面质量的重要影响，包括现实的和潜在的；Key Measurement System (KMS) shall be set up in the company, in which the relevant objectives and193、 operational targets are involved. The company shall measure, analyze, diagnose the results of performance and ensure that the necessary actions be taken for their improvement. The results should also be linked to the functional or personal achievement and reviewed by the company top management.The 194、management shall ensure that the objectives are communicated, understood throughout the company.3.4 System planning and management programmesTop management shall ensure that the planning of the TQM System is carried out in order to meet the requirement given in1.2, as well as the objectives, and the195、 integrity of the system is maintained when changes to the system are planned and implemented.The company shall establish and maintain environmental and OH&S management programs for achieving its objectives. This shall include documentation of: a) the designated responsibility and authority for achi196、evement of the objectives at relevant functions and levels of the company; and b) the means and time-scale by which objectives are to be achieved.The programs shall be reviewed at regular and planned intervals. Where necessary the programs shall be amended to address changes to the activities, produ197、cts, services, or operating conditions of the company.4 Human Resource 4.1 The human resource planThe human resource plan should be based on the corporate strategy and a close review of the business environment, such as economic conditions, legal requirement and social environment in order to turn s198、trategic business statements into organizationactions. With that in mind, we should make an analysis of existing human resources which include skills, knowledge, performance, potential, aspiration etc., with a view to forecast future needs that encompass recruitment, selection, training, performance199、 review, career development, compensation, retirement and termination.4.2 Position description, recruitment and collocationThe position descriptions are prepared so that the jobholders are aware of the purpose of the position, its responsibilities, qualifications, competence level, network and the w200、ork environment. That will help set up a fair and reasonable remuneration system. Also, the recruitment and selection shall be done according to the requirement of the business development.The company shall assign personnel to ensure that those who have responsibilities defined in the total quality 201、management system are competent on the basis of applicable education, training, skills and experience.4. 3 Competence、awareness and competenceWith a view to ensure the continuous growth and enhance the competitive advantage of the company, we shall fully utilize and improve the employees knowledge a202、nd skills, which are regarded as special resources. The company shall establish and maintain procedures to:a) determine competency and training needs for different positions (consider responsibility, literacy and risk etc.);b) provide training or take other actions to satisfy these needs;c) evaluate203、 the effectiveness of the actions taken;d) maintain appropriate records of education, experience, training and qualifications.Meanwhile, the qualifications of all positions shall be defined with a purpose to set up a fair and reasonable assessment c) 改进人员业绩的益处；d) 他们在符合方针和程序以及体系要求方面的作用和职责；e) 偏离规定程序的潜204、在后果。4.4 考核与激励4.4.1 业绩评估 业绩评估提供了员工与工作相关的行为信息，用 以提高关键技能、制定培训计划以及奖金/提升的决策。通常在某一固定时期(如一年)的开始时，通过分析内、外部客户的需要和期望来设定每位员工的工作目标或工作标准；然后，在期末对员工的实际表现进行评估，并将结果反馈给员工，以便激励员工改进不足之处、继续保持突出的表现。因此，业绩管理应建立在目标管理的基础上。4.4.2 激励机制 激励是持续改进公司质量、效率和效益的关键环 节。外部激励因素如薪酬、晋升能产生直接、有力的效果，而内部激励则有更深刻、长远的影响。因此，应将内、外部的激励有机地结合起来，以便目标激励能发205、挥更有效的作用。公司应当营造一个激励机制和工作环境，来鼓励员工努力工作、充分发挥他们的才能，从而更好地完成公司的经营目标，同时也满足员工自己的需要。4.4.3 职业发展 员工的个人计划、筛选和培训在职业发展过程中 起着很大的作用。公司有义务最大限度地发挥员工的才能，并为所有的员工创造一个认识其全部的潜能和拓展成功的职业生涯的机会。为此，员工必须了解到公司的使命和价值观、培训和发展的机会、职业发展的信息和程序，以及各种不同的职业选择。4.4.4 员工福利 公司将恪守中国有关雇主法律义务的有关规定。 公司完全理解必须为员工提供法定的工资和其他社会福利待遇。此外，公司将根据经营业绩提供尽可能完整的、206、有竞争力的福利计划，以提高员工生活质量，同时，亦为激励员工和保留员工。4.5 职业道德 公司有义务教育员工遵守x集团有关商业道 德的有关原则。同时公司还应创造良好的环境，对好的商业行为进行鼓励，对不好的商业行为进行处罚。所有员工应认识到理解x商业道德中的规定是十分重要的。4.6 员工满意度公司奉行x“员工中心论”，积极开创并推进 尊重员工、承认并奖励员工的工作环境。通过提供职业培训、规划员工职业发展、鼓励员工参与公司经营管理，提高员工满意度。system, which will be in line with the recruitment, selection, training and s207、kill development processes.The company shall establish and maintain procedures to make its employees at each relevant function and level aware of:a) the importance of conformance with the policies and procedures and with the requirements of the system; b) the significant impact of their work activit208、ies on total quality, actual or potential;c) the benefits of improved personal performance;d) their roles and responsibilities in achieving conformance with the policies and procedures and with the requirements of the system; e) the potential consequences of departure from specified procedures.4.4 A209、ppraisal and motivation4.4.1 Performance appraisal / managementPerformance appraisal provides information on the employees work-related behavior, from which the improvement of key competence, training plans and incentives/promotion decisions can be made. Usually, goals or work standards, which are b210、ased on an analysis of key external and internal customers needs and expectations, should be set for each staff at the beginning of a certain period (e.g. one year). Their actual performance can be assessed at the end of that period and feedback can be provided to each of the employees with the aim 211、of motivating them to eliminate performance deficiencies or to continue to perform above par. As a result, performance management should base on the goal-oriented management.4.4.2 Motivating mechanismMotivation is the key to continual improve the quality, efficiencies and benefits of the Company. Ex212、trinsic motivators such as salary, promotion can have an immediate and powerful effect while intrinsic motivators are likely to have a deeper and long-term effect. Therefore, extrinsic and intrinsic motivators should be used together in the motivation process so that goal-oriented motivation can wor213、k more effectively. Motivating mechanism and a work environment should be developed to encourage the employees to apply their efforts and abilities inways which will further the achievement of the companys goals as well as satisfying their own needs.4.4.3 Career development Activities like personnel214、 planning, screening and training play a big role in the career development process. The company has an obligation to utilize the employees abilities to the fullest and to give all employees a chance to realize their full potential and to develop successful careers. With that in mind, the mission an215、d value of the Company, training and development opportunities, career development information and programs, as well as a variety of career options should be provided to the employees. 4.4.4 Staff benefitsThe company will strictly observe the relevant employers legal obligations in China. We underst216、and it is crucial to provide to the employees the compensation and benefits that are required by law. In addition to that, the company will, based on the business performance, provide the most competitive possible benefits for the well being of the employees and with a view of motivation and retenti217、on.4.5 Occupation ethicsIt is our obligation to educate all of the employees to comply with x Group principles on business integrity. We should also create an environment in which good business conducts are encouraged, and the improper business behavior is punished. It is of vital importance for all218、 the employees to understand all the requirements stipulated in Business Integrity of x.4.6 Employee satisfactionThe Company pursues the policy of “Employee Focus”. Our goal is to create a work environment that challenges, recognizes, and rewards each employee. On the other hand, we aim at improving219、 the employees satisfaction through providing them with professional training, career development and4.7 公司文化建设 公司员工应认识和理解：为建设一个能保证公司 长期持续发展的公司文化贡献自己的力量是每个员工的职责和权利。公司应建立良好的沟通渠道，使员工形成良好的工作意识。5 过程管理5.1 主过程和支持性过程 公司应建立客户导向的主业务过程和支持性业务过程，实现所要求的产品和服务。过程管理应着眼于前期订单处理、有效的设计、预防失误、测量评审、不断改进以及与客户、供应商和其他相关方之间的联220、系。公司应通过各种改进活动，不断优化业务过程以及提高业务过程能力。 公司各个业务过程应具备一定的灵活性，以便适应客户变化的需求。必要时，应针对特定的产品、项目或合同制订质量计划，适宜时包括：a) 质量目标和要求；b) 所需的过程、文件和资源；c) 所需的验证、确认、监视、检验和试验活动，产品接收准则；d) 所需的质量记录。公司支持性业务过程包括：市场策划、管理信息支持、研究与开发、质量保证、财务与商务支持、公共关系、人力资源、仓库控制、设备维护等运作区域。 公司开关柜产品的主业务过程如下图所示：management participation opportunity.4.7 Corporate221、 culture It should be recognized and understood by all the employees that it is their responsibility / right to contribute to the development of a good corporate culture which will ensure the sustained long-term business growth. The company should help set up a good communication channel to ensure t222、hat the employees have the right attitude to work.5 Process Management5.1 Key process and supporting processes The company shall establish the customer-oriented business key process and the supporting processes, to realize the required product and service. The emphasis of the process management shal223、l be on the advanced order handling, effective design, and prevention of error, measurement review, continual improvement and the better relationship among the company, customers, suppliers and other interested parties. The company shall continually optimize its business processes and improve the ca224、pability through all kinds of improvement activities.The business processes shall have adequate flexibility, so as to be adapted to the changes of the customer requirements. While necessary, a quality plan for a specific product, project or contract shall be prepared. It includes, as appropriate:a) 225、quality objectives and requirements;b) the processes, documents and resources needed;c) the verification, validation, monitoring, inspecting and testing activities, the criteria for acceptability andd) the quality records needed.The major supporting processes shall cover marketing strategy, manageme226、nt information support, research and development,quality assurance, financial and commercial support, common relationship, human resources, logistic control, facility maintenance and other operational areas. The key business process for switchgear in the company is shown below:5.2 产品要求的确定 公司应建立识别和确定227、客户要求的过程，包括市场调研和项目澄清，以确保：确定客户需求和期望，转化为要求并予以满足，以取得客户满意。包括： a) 客户规定的产品和服务要求，包括有关可用性、交付和支持方面的要求； b) 客户未做规定，但预期或规定用途所必要的产品和服务要求； c) 与产品和服务有关的法律和法规要求；d) 公司确定的任何附加要求。技术要求澄清和商务要求澄清应在合同签订前，通过与客户的充分沟通而实现。对客户要求的确定应在公司内部相关层次和职能之间进行沟通。 5.3 产品要求的评审 公司应在投标、接受合同或订单及其变更之前，评审已识别的客户要求，并应确保： a) 产品和服务要求得到规定； b) 在客户没有以文件228、形式提供要求的情况下，客户要求在接受前得到确认;c) 与以前的投标或报价表述不一致的合同或订单要求已予以解决； d) 公司有能力满足确定的要求。 应记录评审的结果和随后的跟踪措施。 产品和服务要求发生更改时，公司应确保相关文 件得到修改。公司应确保相关人员知道已变更的要求。5.4 设计和开发5.4.1 设计和开发策划 公司应对产品的设计和开发进行策划和控制，并 编制设计和开发计划，包括：a) 设计和开发过程的阶段；b) 适合每个设计和开发阶段的评审、验证和确认活动；c) 设计和开发活动的职责和权限。对参与设计和开发的不同组别之间的接口应加以管理，以确保有效的沟通，并明确职责。 计划应随设计和开229、发的进展，在适当时予以更 新 。5.4.2 设计和开发输入 与产品要求有关的输入应予以规定，并保持记录，包括：a) 功能和性能要求；b) 适用的法律法规要求；c) 以前类似的设计提供的适用信息；d) 设计和开发所必需的其他要求。 应评审这些输入的充分性，不完善、含糊的或矛 盾的要求应予以解决。5.4.3 设计和开发输出 设计和开发过程的输出应以能够针对设计和开发 输入进行验证的方式形成文件。设计和开发输出应：5.2 Determination of product requirements The company shall establish the process for identify230、ing and determining customer requirements, including the market survey and the project clarification. This is to ensure that customer needs and expectations are determined, converted into requirements and fulfilled with the aim of achieving customer satisfaction. It includes:a) product and service r231、equirements specified by the customer, including the requirements for availability, delivery and support;b) product and service requirements not specified by the customer but necessary for intended or specified use;c) statutory and regulatory requirements related to product and service, andd) any ad232、ditional requirements determined by the company.The clarification of technical and commercial requirements shall be achieved before signing of the contract by sufficient communication with customers. Determination of customer requirements shall be communicated between the various levels and function233、s of the company.5.3 Review of product requirements The company shall review the identified customer requirements before submission of a tender, acceptance of a contract or order and their changes, and shall ensure that:a) product and service requirements are defined ;b) where the customer provides 234、no documented statement of requirement, the customer requirements are confirmed before acceptance.c) contract or order requirements differing from those previously expressed (e.g. in a tender or quotation) are resolved;d) the company has the ability to meet defined requirements.The results of the re235、view and subsequent follow-up actions shall be recorded.Where product and service requirements are changed, the company shall ensure that relevant documentation is amended.The company shall ensure that relevant personnel are made aware of the changed requirements.5.4 Design and development5.4.1 Desi236、gn and development planningThe company shall plan and control design and development of the product, and prepare design and development plan which include: a) stages of the design and development processes;b) review, verification and validation activities appropriate to each design and development s237、tage;c) responsibilities and authorities for design and development activities.Interfaces between different groups involved in design and development shall be managed to ensure effective communication and clarity of responsibilities.The plan shall be updated, as appropriate, as the design and develo238、pment progresses. 5.4.2 Design and development inputs.Inputs relating to product requirements shall be determined and records maintained. These inputs shall include: a) functional and performance requirements; b) applicable regulatory and legal requirements;c) applicable information derived from pre239、vious similar designs, and d) any other requirements essential for design and development. These inputs adequacy shall be reviewed. Incomplete, ambiguous or conflicting requirements shall be resolved.5.4.3 Design and development outputsThe outputs of the design and development process shall be docum240、ented in a manner that enables verification against the design and development inputs.Design and development output shall: a) 满足设计和开发输入要求；b) 为采购、生产和服务运作提供适当的信息；c) 包含或引用产品验收准则；d) 规定对安全和正常使用所必需的产品特性。设计和开发输出文件在发放前应予以批准。5.4.4 设计和开发评审 在适当的阶段，应根据计划的安排对设计和开发 应进行系统的评审 ， 以便 ：a) 评价设计和开发结果满足要求的能力；b) 识别任何问题并提出必241、要的措施。 评审的参加者应包括与所评审的设计和开发阶段 有关职能的代表。评审的结果及任何必要措施的记录应予保持。5.4.5 设计和开发验证 为确保设计开发输出满足输入的要求，应根据计 划的安排对设计和开发进行验证。验证结果及任何必要措施的记录应予保持。 验证的方式可包括评审、验证试验(模型或样机 试验)和设计文件审签等。5.4.6 设计和开发确认 为确认最终产品能够满足规定的或已知预期使用 的要求，应按计划的安排对设计和开发进行确认。只要可行，确认应在产品交付前完成。若在交付前进行全部确认不切实际，应在可行范围内进行局部确认。 对新产品，应进行设计和开发确认试验-型式试验，必要时还应通过设计鉴242、定。对项目设计，必要时应就特殊要求进行补充试验。 确认结果及任何必要措施的记录应予保持。5.4.7 设计和开发更改控制 设计和开发的更改应予以识别，并保持记录。适 当时，应对更改进行评审、验证和确认。更改应在实施前得到批准。更改的评审应包括评价更改对产品组成部分和已交付产品的影响。 更改评审结果及任必要措施的记录应予以保持。 5.5 客户财产 公司应妥善保管处于公司控制下或正在使用的客 户财产。公司应对供其使用或纳入产品的客户财产进行标识、验证、保护和维护。当客户财产发生丢失、损坏或发现不适用的情况时应予以记录，并向客户报告。5.6 采购(见第8章)5.7 生产运作5.7.1 生产运作控制 公243、司的生产运作包括金加工、元器件装配、开关 设备装配等。应策划和控制这些运作：a) 配备经培训的符合岗位要求的人员；b) 使用和维护适用的基础设施(见5.13)；a) meet the requirements of the design and development input;b) provide appropriate information for purchasing, production and service operations;c) contain or reference product acceptance criteria;d) define the characte244、ristics of the product that are essential to its safe and proper use.Design and development output documents shall be approved prior to release.5.4.4 Design and development review At suitable stages, systematic reviews of design and development shall be performed in accordance with planned arrangeme245、nts: a) to evaluate the ability of the results of design and development to meet requirements, and b) to identify any problems, and propose necessary actions.Participants in such reviews shall include representatives of functions concerned with the design and development stage(s) being reviewed. The246、 results of the reviews and any necessary actions record shall be maintained.5.4.5 Design and development verificationDesign and development verification shall be performed in accordance with planned arrangements to ensure that the design and development output met the input requirements. Records of247、 the verification results and any necessary actions shall be maintained.Method of verification may be review, test (model or sample test), check on and approval for design document etc. 5.4.6 Design and development validationDesign and development validation shall be performed in accordance with pla248、nned arrangements to ensure that the resulting product is capable of meeting the requirements for the specified application or intended use, where known. Wherever practicable, validation shall be completed prior to the delivery of the product. Where it is impractical to perform full validation prior249、 to delivery, partial validation shall be performed to the extent applicable. The type test shall be conducted to validate the new product design and development, when necessary the design appraisal shall be performed as well. When needed, the supplementary test will be performed as per the special 250、requirements to validate the project design.Records of the validation results and any necessary actions shall be maintained.5.4.7 Control of design and development changesDesign and development changes shall be identified, and records maintained. The changes shall be reviewed, verified and validated251、, as appropriate, and approved before implementation. The review shall include evaluation of the effect of the changes on constituent parts and product already delivered.Record of the results of the changes review and any necessary actions shall be maintained.5.5 Customer property The company shall 252、exercise care with customer property while it is under the companys control or being used by the company. The company shall identify, verify, protect and safeguard customer property provided for use or incorporation into the product. Occurrence of customer property that is lost, damaged or otherwise253、 found to be unsuitable for use shall be recorded and reported to the customer.5.6 Purchasing (see chapter 8)5.7 Production operations5.7.1 Control of production operationsThe production operations in the company include metal processing, apparatus assembling and switchgear assembling, etc. The comp254、any ensures these processes are operated under controlled conditions, which includes:a) These processes are carried out by qualified operators;b) Suitable infrastructure is used and maintained (refer to 5.13);c) 使用符合要求的物料；d) 获得产品标准等产品技术规范，使用能清楚理解的作业指导书等工艺技术、工作规范；e) 提供适宜的工作环境，包括周围的工作条件、卫生和安全条件等(见5.14255、)；f) 对关键的生产过程，实施过程质量审核(见5.15)，运用统计技术如控制图等，监控关键、重要的产品特性和过程参数，使过程处于稳态并具有适宜的能力；g) 对那些加工缺陷不能通过其后的检验和试验充分或经济地验证，仅在使用后才暴露出来的特殊过程，如焊接，应加以确认以证实过程取得预期结果的能力。应规定确认的安排，适用时包括： 过程的认可； 设备和人员的认可； 使用规定的方法和程序/指导书； 记录要求； 再确认。5.7.2 产品标识和可追溯性 公司根据产品需要制订并保持程序，在接收、 生产、交付和安装各阶段以适当方式(如标记、标签、标牌、记录等)标识产品。标识应明确、无误。 应规定有可追溯性要求的256、场合，以便需要时可 根据其独特的唯一性标识，追溯零部件的来源及直接的装配者。5.7.3 测量设备和技术程序标识 体系中使用的测量设备和技术程序应有单独的或集中的明确的标识。测量设备应有计量确认状态标识。已确认用于某个特定的测量过程或某些过程的设备应清楚地标识或受控，以防止未授权使用。体系中使用的设备应与其他设备明显区分。5.8 检验和试验 公司应建立并保持进行检验和试验活动的程序， 以验证产品是否满足规定要求。所要求的检验和试验 及所建立的记录应在相关的文件中详细规定。 应对错漏检进行测评。5.8.1 进货检验和试验 5.8.1.1 公司应确保未经检验或未经检验合格的产品不 投入使用或加工(免257、检和5.8.1.4中规定的情况除外)。 5.8.1.2 根据采购物品的分类情况、供应商所能提供的质量合格证明文件、以及在供应商处所进行的控制的程度，来确定进货检验的数量和性质；根据图纸、产品交验规定、相关的公司标准和检验和试验计划鉴别采购物资是否符合规定的要求，并判定检验批是否合格。 5.8.1.3 进货检验和试验的方式还包括：供应商现场检验、免检(绿色通道)。c) Suitable materials are used;d) The criteria for workmanship are available and comprehensible;e) A suitable working 258、environment including working conditions and conditions of health and safety are provided (refer to 5.14); f) Process quality audit is implemented (refer to 5.15), and statistical methods such as the control chart are applied in key processes to monitor and control the key product characteristics an259、d process parameters, so as to ensure that these processes are stable and capable;g) Where the outputs of processes cannot be fully or economically verified by subsequent inspection and testing of the product and where the processing deficiencies may become apparent only after the product is in use,260、 such as welding, these special processes shall be validated for demonstrating their ability to achieve planned results. The company shall define arrangements for validation that shall include the following, as applicable: qualification of processes; qualification of equipment and personnel; use of 261、defined methodologies and procedure/instruction; requirement of records; re-validation.5.7.2 Product identification and traceabilityWhere appropriate, the company establishes and maintains documented procedures for clearly and correctly identifying the product by suitable means, such as mark, label,262、 tag, and record, from receipt and during all stages of production, delivery and installation. The company specifies where traceability is required, and ensures unique identification of the origin and fitter of an individual product.5.7.3 Identification for measuring equipment and technical procedur263、eMeasuring equipment and technical procedures used in the system shall be clearly identified, individually or collectively. There shall be an identification of the status of the metrological confirmation of equipment. Equipment confirmed for use only in a particular measurement process or processes 264、shall be clearly identified or otherwise controlled to prevent unauthorized use. Equipment used in the system shall be distinguishable from other equipment.5.8 Inspection and testingThe company shall establish and maintain documented procedures for inspection and testing activities in order to verif265、y that the specified requirement for the product are met. The required inspection and testing and the records to be established shall be detailed in relevant documents. Inspection overlook shall be measured and evaluated. 5.8.1 Incoming inspection and testing 5.8.1.1 The company shall ensure that In266、coming product is not used or processed (except exemption from inspection and in the circumstances described in 5.8.1.4) until it has been inspected or otherwise verified as conforming to specified requirements. 5.8.1.2 In determining the amount and nature of receiving inspection, consideration shal267、l be given to the material rating, the amount of control exercised at the suppliers premises and the recorded evidence of conformance provided. Whether the purchased materials meet the specified requirements and whether the batch of material can be accepted is verified in accordance with the drawing268、s, Material Inspection Instructions, relevant standards and Inspection & Testing Program. 5.8.1.3 Methods of receiving inspection and testing also include verification at the supplys premises and exemption from inspection (Green Channel).5.8.1.4 如因生产急需来不及验证而放行时，应在对该产品作出明确标识，并作好记录，以便一旦发现不符合规定要求时，能立即追269、回和更换。 5.8.2 过程检验和试验 在金加工及产品装配过程中，根据图纸和相关 的公司标准、作业指导书进行过程自检。5.8.3 最终检验和试验 5.8.3.1 按照程序、作业指导书和产品检验规范的要 求，进行全部的最终检验和试验，以提供成品符合规定要求的证据。5.8.3.2 在进行全部的最终检验和试验之前，应要求 所有规定的检验和试验(包括进货及过程检验)均已完 成，并且结果满足规定的要求。 5.8.3.3 只有在全部规定的活动已经圆满完成，且有关的数据和文件齐备并经过认可之后，产品才能包装和发货。除非另外获得有关受权人员批准，必要时获得客户批准。 5.8.4 检验和试验记录 公司应建立并保270、存表明产品已经检验和试验的记 录。这些记录应清楚地表明产品是否已按所有规定的验收标准通过了检验和试验。当产品没有通过某种检验和试验时，应执 行不合格品控制程序。 记录应标明负责合格产品放行的授权检验者。 5.8.5 检验和试验状态 产品的检验和试验状态应以适当的方式(如：定 位法、标识法和印记法) 加以标识，标明产品经检验 和试验后合格与否。在产品生产、安装和服务整个过程中，应按程序和/或质量计划中的要求，保护好检验和试验状态的标识，以确保只有通过了规定的检验和试验的 (或经授权让步放行的)产品才能发出、使用和安装。5.9 监视和测量装置的控制 5.9.1 测量设备 应配备好能满足规定计量要求271、的所有测量设备，并清楚地作出标识。测量设备在确认前应处于有效的校准状态。测量设备应在受控或已知所需程度的环境下使用，以确保得到有效的测量结果。测量管理体系应包括用于监控和记录影响量的测量设备。计量职能的管理者应建立、保持和使用有关测量设备的接收、处置、搬运、贮存和分发的文件化程序，以防止错用、误用、损坏和计量特性的改变。测量设备应有引入或撤出体系的处理程序5.8.1.4 When incoming product is to be released for urgent production purposes prior to verification, it shall be positively identified and recorded in order to permit immediate recall and replacement in the event of nonconformity to specified requirements.5.8.2 In-process inspection and testingProduct in process shall be self-inspected as req