SIST-TS IWA 4:2008
(Main)Quality management systems - Guidelines for the application of ISO 9001:2000 in local government
Quality management systems - Guidelines for the application of ISO 9001:2000 in local government
The objective of this document is to provide local governments with guidelines for the voluntary application of ISO 9001:2000 on an integral basis. These guidelines do not, however, add, change or modify the requirements of ISO 9001:2000. For a local government to be considered reliable, it should guarantee minimum conditions of reliability for the processes that are necessary to provide all the services needed by its citizens in a consistent and reliable manner. All the local government's processes, including management, core, operational and support processes, should constitute a single, integral, quality management system. The integral character of this system is important because, otherwise, although a local government could be reliable in some areas of activity, it may be unreliable in others. For a government to be considered reliable, it should guarantee minimum conditions of reliability for all key processes and services. To achieve this, it is advisable that the local government clearly identify the management, core and support processes that, together, make it reliable (see Annex A). Annex B provides a diagnostic tool for local governments to evaluate the scope and maturity of their processes and services.
Sistemi vodenja kakovosti – Smernice za uporabo standarda ISO 9001:2000 v lokalni oblasti
General Information
Standards Content (Sample)
SLOVENSKI SIST-TS IWA 4
STANDARD
maj 2008
Sistemi vodenja kakovosti – Smernice za uporabo standarda
ISO 9001:2000 v lokalni oblasti
Quality management systems – Guidelines for the application of
ISO 9001:2000 in local government
Referenčna oznaka
ICS 03.120.10; 03.180 SIST-TS IWA 4:2008 (sl,en)
Nadaljevanje na straneh od 2 do 95
© 2008-05: Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov standarda ni dovoljeno.
SIST-TS IWA 4 : 2008 2 NACIONALNI UVOD Tehnična specifikacija SIST-TS IWA 4 (sl, en), Sistemi vodenja kakovosti – Smernice za uporabo standarda ISO 9001:2000 v lokalni oblasti, 2008, ima status normativnega dokumenta in je enakovredna dogovoru mednarodne delavnice IWA 4, Quality management systems - Guidelines for the application of ISO 9001:2000 in local government, prva izdaja, 2005.
NACIONALNI PREDGOVOR
Dogovor mednarodne delavnice IWA 4 je bil potrjen 22. in 23. maja 2005 na delavnici v Veracruzu, Mehika, ki jo je gostil mehiški član ISO, Generalni urad za standarde (DGN, Dirección General de Normas) pri Ministrstvu zvezne vlade za gospodarstvo. Podprla jo je Organización de Servicios Interdisciplinarios (OSI), nevladna lokalna organizacija, ki je organizirala pretežni del delavnice, v sodelovanju z Instituto Mexicano de Normalizacion y Certificación (IMNC), organizacijo, pristojno za pripravo mehiških standardov, in Instituto Latinoamericano para la Calidad (INLAC), latinskoameriško povezovalno ustanovo ISO/TC 176 za pospeševanje vodenja kakovosti, katere predsednik je predsedoval delavnici.
Slovenska tehnična specifikacija SIST-TS IWA 4:2008 je prevod angleškega besedila dogovora mednarodne delavnice IWA 4:2005. V primeru spora glede besedila slovenskega prevoda v tej tehnični specifikaciji je odločilen izvirni dogovor mednarodne delavnice v angleškem jeziku. Slovensko-angleško izdajo tehnične specifikacije je pripravil in potrdil tehnični odbor SIST/TC VZK Vodenje in zagotavljanje kakovosti.
Odločitev za privzem te tehnične specifikacije je 15. februarja 2008 sprejel tehnični odbor SIST/TC VZK Vodenje in zagotavljanje kakovosti. ZVEZE S STANDARDI
S privzemom te tehnične specifikacije veljajo naslednje zveze: SIST TS IWA 1:2007 (sl,en)
Sistemi vodenja kakovosti – Smernice za izboljšave procesov v zdravstvenih organizacijah SIST TS IWA 2:2006 (sl,en)
Sistemi vodenja kakovosti – Smernice za uporabo standarda ISO 9001:2000 v izobraževanju SIST EN ISO 9000:2005 (sl, en)
Sistemi vodenja kakovosti – Osnove in slovar SIST EN ISO 9001:2000 (sl, en)
Sistemi vodenja kakovosti – Zahteve SIST EN ISO 9004:2004 (sl,en)
Vodenje sistemov kakovosti – Smernice za izboljšanje delovanja SIST ISO 10001:2008 (en)
Vodenje kakovosti – Zadovoljstvo odjemalcev – Smernice za kodeks ravnanja organizacij SIST ISO 10002:2004 (en)
Vodenje kakovosti – Zadovoljstvo odjemalcev – Smernice za ravnanje s pritožbami v organizacijah SIST ISO 10003:2008 (en)
Vodenje kakovosti – Zadovoljstvo odjemalcev – Smernice za reševanje nesoglasij z zunanjimi organizacijami SIST ISO 10005:2005 (en)
Sistemi vodenja kakovosti – Smernice za plane kakovosti SIST ISO 10006:2004 (en)
Sistemi vodenja kakovosti – Smernice za vodenje kakovosti projektov SIST ISO 10015:2002 (en)
Vodenje kakovosti – Smernice za usposabljanje SIST EN ISO 19011:2003 (sl, en)
Smernice za presojanje sistemov vodenja kakovosti in/ali sistemov ravnanja z okoljem
SIST-TS IWA 4 : 2008 3 OSNOVA ZA IZDAJO STANDARDA
– privzem IWA 4:2005
OPOMBI
– Nacionalni uvod in nacionalni predgovor nista sestavni del tehnične specifikacije. – Lokalna oblast je splošni pojem, ki zajema državne organe na lokalni ravni in lokalno samoupravo.
SIST-TS IWA 4 : 2008 4
VSEBINA Stran CONTENTS PagePredgovor.60
Uvod.80.1
Splošno.110.2
Procesni pristop v lokalni oblasti.141
Predmet standarda za lokalno oblast.171.1
Splošno.171.2
Uporaba standarda v lokalni oblasti.182
Zveze s standardi.193
Izrazi in definicije v lokalni oblasti.194
Sistemi vodenja kakovosti v lokalni
oblasti.234.1
Splošne zahteve.234.2
Dokumentacija v lokalni oblasti.255
Odgovornost vodstva v lokalni
oblasti.295.1
Zavezanost vodstva.295.2
Pristop k odjemalcu/občanu v
lokalni oblasti.305.3
Politika kakovosti v lokalni oblasti.305.4
Planiranje v lokalni oblasti.325.5
Odgovornost, pooblastila in
komuniciranje v lokalni oblasti.345.6
Vodstveni pregled v lokalni oblasti.366
Vodenje virov v lokalni
oblasti.386.1
Priskrba virov.386.2
Človeški viri v lokalni oblasti.396.3
Infrastruktura v lokalni oblasti.416.4
Delovno okolje v lokalni oblasti.417
Realizacija storitve v lokalni oblasti.437.1
Planiranje realizacije storitve.437.2
Procesi, povezani z odjemalci/občani
v lokalni oblasti.447.3
Načrtovanje in razvoj v lokalni
oblasti.487.4
Nabava v lokalni oblasti.557.5
Proizvodnja in izvedba storitev v
lokalni oblasti.587.6
Obvladovanje nadzornih in merilnih
naprav v lokalni oblasti.648
Merjenje, analize in izboljševanje
v lokalni oblasti.65 Foreword.60
Introduction.80.1
General.110.2
Process aaproach in local government.141
Scope for local government.171.1
General.171.2
Application in local government.182
Normative reference.193
Terms and definitions in local government 194
Quality management systems in local government .234.1
General requirements.234.2
Documentation in local government .255
Management responsibility in local government .295.1
Management commitment.295.2
Customer/citizen approach in local government.305.3
Quality policy in local government.305.4
Planning in local government .325.5
Responsibility, authority and communication in local government.345.6
Management review in local government.366
Resource management in local
government .386.1
Provision of resources .386.2
Human resources in local government .396.3
Infrastructure in local government .416.4
Work environment in local government .417
Service realization in local government.437.1
Planning service realization.197.2
Customer/citizen related processes
in local government.447.3
Design and development in local
government .487.4
Purchasing in local government.557.5
Production and service provision
in local government .587.6
Control of monitoring and measurement
devices in local government.648
Measurement, analysis and improvement
in local government.65
SIST-TS IWA 4 : 2008 5 8.1
Splošna usmeritev.658.2
Nadzorovanje in merjenje v lokalni
oblasti.668.3
Obvladovanje neskladnih storitev
v lokalni oblasti.718.4
Analiza podatkov v lokalni oblasti.728.5
Izboljševanje v lokalni oblasti.74Dodatek A: Tipični procesi za
celovito vodenje kakovosti lokalnih
oblasti.78Dodatek B: »Kontroln«i sistem za zanesljivo
lokalno oblast.80Bibliografija.948.1
General orientation.658.2
Monitoring and measurement in local government.668.3
Control of nonconforming service in local government .718.4
Analysis of data in local government .728.5
Improvement in local government.74Annex B: Typical Processes for the Integral
Quality Management of local
Governments.79Annex B: “Check Up” System for Reliable
Local Government.81Bibliography .95
SIST-TS IWA 4 : 2008 6
Predgovor
Foreword ISO (Mednarodna organizacija za standardizacijo)je svetovna zveza nacionalnih organov zastandarde (članov ISO). Tehnično delo ISOponavadi opravljajo tehnični odbori ISO, vkaterih ima pravico biti zastopan vsak član ISO.Pri delu sodelujejo tudi mednarodne vladne innevladne organizacije, povezane z ISO.
ISO (the International Organizationfor Standardization) is a worldwide federation of national standards bodies
(ISO member bodies). ISO’s technical work is normally carried out through ISO technical committees in which each ISO member body has the right to be represented. International organizations, governmental and nongovernmental, in liaison with ISO, also take part in the work V odgovor na vse glasnejše zahteve trga je ISOuvedel možnost, da se dokumenti pripravijo vdelavnicah, in to zunaj postopkov, običajnih zadelo v odborih. ISO te dokumente objavlja kotdogovore mednarodnih delavnic (InternationalWorkshop Agreements – IWA). Izvedbo takedelavnice lahko predlaga kdorkoli, potrditi pa jomora Strokovni odbor ISO (ISO TechnicalManagement Board), ki tudi imenuje člana ISOza pomoč predlagatelju pri organizacijidelavnice. Dogovore mednarodnih delavnic skonsenzom potrdijo sodelujoči na delavnicah. Čeprav lahko obstaja več konkurenčnihdogovorov mednarodnih delavnic na isto temo,pa ti ne smejo biti v nasprotju z obstoječimstandardom ISO ali IEC.
In order to respond to urgent market requirements, ISO has also introduced the possibility of preparing documents through a workshop mechanism, external to its normal committee processes. These documents are published by ISO as International Workshop Agreements. Proposals to hold such workshops may come from any source and are subjectto approval by the ISO Technical Management Board which also designates an ISO member body to assist the proposer in the organization of the workshop. International Workshop Agreementsare approved by consensus amongst the individual participants in such workshops. Although it is permissible that competing International Workshop Agreements exist on the same subject, an International Workshop Agreement shall not conflict with an existing ISO or IEC standard. Član, ki ga je imenoval Strokovni odbor, jeodgovoren, da po treh letih pregleda dogovormednarodne delavnice in odloči, ali naj bopotrjen še za nadaljnja tri leta, poslantehničnemu odboru ISO v revizijo ali umaknjen.Če je dogovor mednarodne delavnice potrjen, gaponovno pregledajo čez tri leta. Takrat ga moraustrezni tehnični odbor ISO revidirati ali umakniti. An International Workshop Agreement is reviewed after three years, under the responsibility of the member body designated by the Technical Management Board, in order to decide whether it will be confirmed for a further three years, transferred to an ISO technical body for revision, or withdrawn. If the International Workshop Agreement is confirmed, it is reviewed again after a further three years, at which time it must be either revised by therelevant ISO technical body or withdrawn. Opozarjamo, da so nekateri elementi tegadogovora mednarodne delavnice lahko predmetpatentnih pravic. ISO ne prevzema odgovornostiza identificiranje nobene od takih patentnihpravic.
Attention is drawn to the possibility that some of the elements of this International Workshop Agreement may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Dogovor mednarodne delavnice IWA 4 je bilpotrjen 22. in 23. maja 2005 na delavnici v Veracruzu v Mehiki, ki jo je gostil mehiški članISO, Generalni urad za standarde (DGN,Dirección General de Normas) pri Ministrstvuzvezne vlade za gospodarstvo. Podprla jo jeOrganización de Servicios Interdisciplinarios International Workshop Agreement IWA 4 was approved at a workshop held in Veracruz, Mexico, on May 22nd and 23rd, 2005, and was hosted by the ISO member body for Mexico, the General Bureau of Standards (DGN, Dirección General de Normas) of the Federal Government Economics Ministry. It was
SIST-TS IWA 4 : 2008 7 (OSI), nevladna lokalna organizacija, ki jeorganizirala pretežni del delavnice, v sodelovanjuz Instituto Mexicano de Normalizacion yCertificación (IMNC), organizacijo, pristojno zapripravo mehiških standardov, in InstitutoLatinoamericano para la Calidad (INLAC),latinskoameriško povezovalno ustanovo ISO/TC 176 za pospeševanje vodenja kakovosti, katerepredsednik je predsedoval delavnici. supported by the Organización de Servicios Interdisciplinarios (OSI), a non-governmental organization focused on local governments, who organized a great part of the workshop, together with the Instituto Mexicano de Normalizacion y Certificación (IMNC), the organization in charge of the Mexican standards production, and the Instituto Latinoamericano para la Calidad (INLAC), the ISO/TC 176 Latin-American liaison institution for the promotion of quality management, whose President was the Chairman at the workshop. Besedilo standarda ISO 9001:2000 je v pokončnem tisku in je v okvirju. Besedilodogovora mednarodne delavnice je v poševnemtisku in ni v okvirju.
The text of ISO 9001:2000 is bordered with a continuous solid line and is in normal font. The text of this International Workshop Agreement is in italics without a border.
SIST-TS IWA 4 : 2008 8
0
Uvod
0
Introduction Eden od največjih izzivov, s katerimi se družbadanes sooča, je potreba po pridobivanju inohranjanju zaupanja občanov v državo in njeneinstitucije. Na lokalni ravni igrajo pomembno vlogolokalne oblasti, ki ustvarjajo trajnostne lokalneskupnosti, v katerih stroškovno učinkovite inkonsistentne javne službe pomagajo zagotavljatitrajno ekonomsko blaginjo in socialno pravičnost,tako da dosledno in na združljiv način širijonacionalno in regionalno politiko ter z njosodelujejo. V izrednih razmerah lahko lokalneoblasti poskrbijo za stabilnost in zagotavljajoobvladljivost ter obvladovanje razmer tako naregionalni kot na nacionalni ravni. Na tak način bimoralo biti mogoče z lokalne ravni graditi močnejšoregionalno, nacionalno in globalno oblast. Zzagotavljanjem kakovostnega delovanja občinskeoblasti se lahko javna politika na drugih ravnehoblasti korigira in izboljšuje, s tem pa celotensistem postane močnejši. Tak usklajen pristop bopomagal graditi zanesljivo, konsistentno oblast nalokalni, regionalni in državni ravni.
One of the great challenges that societies face today is the need to develop and maintain citizens’ confidence in their governments and their institutions.In this respect, local governments have an important role to play in creating sustainable local communities in which quality, cost effective and consistent public services help to promote sustainable economic prosperity and social justice at the local level, by deploying and interacting with national and regional policies in a consistent and compatible way. In extreme cases, local governments can provide stability and promote governability and governance when these are lacking at the regional or national level. In this way, it should be possible to build stronger regional, national and global governments working from the local level. By securing a high quality performance of the municipal government, public policies coming from other government levels can be corrected and improved, allowing the whole system to become stronger. This type of coherent approach will help build reliable and consistentr governments, at the local, regional and national level. Čeprav se potrebe in pričakovanja občanov vrazličnih delih sveta lahko precej razlikujejo, palokalne oblasti po vsem svetu dosegajo vednovišje ravni demokracije in pluralizma, ki od njihzahtevajo, da učinkovito in pregledno povečajosvojo sposobnost izvajanja pooblastil. Za to paje potrebno dobro vodenje različnih virov inprocesov, ki so na voljo lokalni oblasti, da bilahko delovala kot usklajen in učinkovit sistem.
Although the needs and expectations of local citizens can vary significantly in different parts of the world, local governments worldwide are experiencing higher levels of democracy and pluralism, which require them to increase their ability to carry out their mandates in an effective and transparent way. This in turn requires sound management of the different resources and processes available to local government in order for these to work together coherently and effectively as a system. S sistemom vodenja kakovosti lahko lokalnaoblast usmerja in obvladuje svoje aktivnosti zazadovoljevanje potreb in pričakovanj lokalneskupnosti. V širšem pomenu ga sestavljaorganizacijska struktura skupaj s planiranjem,procesi, viri in dokumentacijo, potrebnimi zadoseganje ciljev kakovosti in zagotavljanjenenehnega izboljševanja proizvodov in storitev, ki se izvajajo. Kot podlaga za razvoj takegasistema je splošno razširjen in sprejet standardISO 9001:2000, Sistemi vodenja kakovosti –Zahteve. Z učinkovitim izvajanjem tega sistemalahko lokalne oblasti zbujajo zaupanje pri svojihobčanih, da popolnoma razumejo njihove potrebe in pričakovanja in da so jih sposobnedosledno in pravočasno izpolnjevati.
A quality management system is the way in which a local government can direct and control its activities, in order to satisfy the needs and expectationsof the local community. Broadly, it consists of the organizational structure together with the planning, processes, resources and documentation that are needed to achieve the quality objectives, and to provide continual improvement of the products and services that are being provided. ISO 9001:2000 “Quality management systems – Requirements” has gained widespread acceptance as a basis for the development of such a system. Its effective implementation provides an excellent tool for local governments to be able to provide confidence to local citizens that their needs and expectations are fully understood and are capable of being met on a consistent basis and in a timely manner.
Ključne dokumente iz skupine standardovISO 9000 trenutno sestavljajo:
The current key documents from the ISO 9000 family of standards consist of
SIST-TS IWA 4 : 2008 9 – ISO 9000:2000 (Sistemi vodenjakakovosti – Osnove in slovar), kiopredeljuje splošne pojme, načela,osnove in slovar za sisteme vodenjakakovosti, – ISO 9001:2000 (Sistemi vodenja kakovosti– Zahteve), ki opredeljuje zahteve zasistem, da bo sposoben doslednoizpolnjevati potrebe in pričakovanjaodjemalcev (to so v našem primeruobčani), – ISO 9004:2000 (Sistemi vodenja kakovosti– Smernice za izboljšanje delovanja), kivsebuje napotke za nenehno izboljševanjecelotnega delovanja in učinkovitostiorganizacije. – ISO 9000:2000 (“Quality management systems -Fundamentals and vocabulary”), which sets out the concepts, principles, fundamentals and vocabulary for quality management systems in general, – ISO 9001:2000 (“Quality management systems –Requirements”), which sets out the requirements for a system to be able to consistently meet the needs and expectations of customers (who in this case are the local citizens), – ISO 9004:2000 (“Quality management systems –Guidelines for performance improvements”),-which provides guidance for continual improvement of an organi-zation’s overall performance and efficiency. Smernice IWA 4 naj bi lokalnim oblastem povsem svetu omogočile dosleden pristop kvodenju kakovosti. Namenjene so "prevajanju”strokovnega jezika iz standarda ISO 9001:2000v jezik, ki je bolj uporabniško prijazen do ljudi,zaposlenih v lokalni oblasti. Pri tem je namenspodbujati in olajšati uporabo standarda ISO9001:2000 v lokalni oblasti. Ker pa sospecifične okoliščine lokalnih oblasti v različnihregijah in kulturah nujno različne, je pomembnopoudariti, da ni enega samega predpisaneganačina za izvajanje sistema vodenja kakovosti,ki temelji na standardu ISO 9001:2000.Posamezne lokalne oblasti morajo sameprilagoditi primere iz tega dokumenta svojemustanju in okoliščinam.
This IWA 4 has been prepared in order to provide local governments worldwide with a consistent approach to quality management. It aims to “translate” the technical language of ISO 9001:2000 into language that is more user-friendly for people who are involved in local government. In doing so, the intent is to stimulate and facilitate the use of ISO 9001:2000 in local government. However, since the specific circumstances of local governments in different regions and cultures will necessarily be different, it is important to recognize that there is no single prescribed way of implementing a quality management system that is based on ISO 9001:2000. It is up to individual local governments to adapt the examples that are provided in this document for their own particular situation and circumstances. Nekatere lokalne organizacije so sicer lahko ledelno uvedle standard ISO 9001:2000 zaspecifične storitve, medtem ko je cilj smernicIWA pospeševati celovito uporabo standarda privseh storitvah, ki se izvajajo, vključno zmorebitnimi zahtevami za delo v posebnihrazmerah. V dodatkih k temu dokumentu jenekaj primerov storitev in z njimi povezanihprocesov, za katere bi si lokalne oblasti moraleprizadevati, ter enostavna metodologija zaocenjevanje stopnje njihove uspešnosti in zrelosti.
Although some local government organizations may have implemented ISO 9001:2000 partially, for specific services, the objective of this IWA 4 is to promote the use of the standard on an integral basis throughout the whole range of services provided including any contingency requirements. The Annexes to this document provide some examples of the services and associated processes that local governments should strive to provide, and a simple methodology by which to assess their degree of effectiveness and maturity. Za doseganje cilja zanesljive in preglednelokalne oblasti ni treba pridobiti certifikata ISO9001:2000, čeprav to regionalne ali nacionalneoblasti mogoče spodbujajo. Prav tako skladnosts standardom ISO 9001:2000 ni sama sebinamen – ko lokalna oblast doseže raven, ki jiomogoča izvajanje konsistentnih, skladnihstoritev za lokalno skupnost, naj od skladnostipreide na kakovost delovanja in razmislio
In order to achieve the objective of a reliable, res-ponsive and transparent local government, it is notnecessary to seek certification to ISO 9001: 2000, although this might be encouraged by regional or national government initiatives. Nor should conformity to ISO 9001:2000 be regarded as a final objective in itself – once a local govern-ment has achieved a level that allows it to provide consistent, conforming services to the local
SIST-TS IWA 4 : 2008 10 uporabi standarda ISO 9004:2000 in/ali drugihmodelov odličnosti za izboljšanje svoje celotneučinkovitosti. community, it should look beyond conformance to performance, and consider the utilization of ISO 9004:2000 and/or other excellence models to improve its overall efficiency. Ustrezne stopnje izvajanja sistema vodenjakakovosti ter vloga tega dokumenta so razvidneiz shematičnega prikaza na sliki 1.
The relative stages in the implementation of a quality management system, and the role of this document can be seen schematically in Figure 1 below. Slika 1: Shematični prikaz položaja vodila IWA 4
Figure 1 – Schematic diagram to show the positioning of this IWA 4 guidance Cilj tega dokumenta je vzpostaviti smernice zapomoč lokalnim oblastem pri razumevanju inuvajanju takega sistema vodenja kakovosti, kiizpolnjuje zahteve standarda ISO 9001:2000,da bi se zadovoljile potrebe in pričakovanjaobčanov. V dodatku A so informacije onekaterih tipičnih procesih v lokalni oblasti,medtem ko je v dodatku B opisan diagnostičnimodel, ki se lahko uporabi za izhodišče priuvajanju celovitega sistema vodenja kakovosti vzanesljivo lokalno oblast.
The objective of this document is to establish guidelines to help local governments understand and implement a quality management system that meets the requirements of ISO 9001:2000, in order to meet the needs and expectations of its citizens. Annex A provides information about some typical local government processes, and Annex B gives a description of a diagnostic model that can be used as a starting point for the implementation of an integral quality management system for a reliable local government. OPOMBA 1: Posamezni odstavki standarda ISO9001:2000 so zapisani v okvirju iz neprekinjene črte in v pokončnem tisku.Besedilo smernic IWA 4 je zapisano vpoševnem tisku in ni v okvirju.
OPOMBA 2: Tudi slika 1 iz standarda ISO 9001:2000 jev okvirju iz neprekinjene črte.
NOTE 1: Each clause of ISO 9001:2000 is bordered with a continuous and solid line with normal font. The text corresponding to the IWA 4 is shown in italics, without a border.
NOTE 2: Figure 1 of ISO 9001:2000 is also bordered with a continuous and solid line.
ISO 9001:2000, Sistemi vodenja kakovosti – Zahteve
0.1
Splošno
ISO 9001:2000, Quality management systems – Requirements 0.1
General Privzem sistema vodenja kakovosti naj bo strateška odločitev organizacije. Na načrtovanje in izvajanje sistema vodenja kakovosti organizacije vplivajo spreminjajoče se potrebe, posebni cilji, ponujeni proizvodi, izvajani procesi ter velikost in struktura organizacije. Ni namen tega mednarodnega standarda, da bi zahteval enotno strukturo sistemov vodenja kakovosti ali poenotenost dokumentacije.
The adoption of a quality management system should be a strategic decision of an organization. The design and implementation of an organi-zation's quality management system is influenced by varying needs, particular objectives, the products provided, the processes employed and the size and structure of the organization. It is not the intent of this International Standard to imply uniformity in the structure of quality management systems or uniformity of documentation.
SIST-TS IWA 4 : 2008 11 Zahteve za sistem vodenja kakovosti, specificirane v tem mednarodnem standardu, so dopolnilo zahtevam za proizvode. Besedilo, označeno z »OPOMBA«, predstavlja napotek pri razumevanju ali razjasnitvi zahtev.
The quality management system requirements specified in this International Standard are complementary to requirements for products. Information marked "NOTE" is for guidance in understanding or clarifying the associated requirement. Ta mednarodni standard lahko uporabljajo notranje ali zunanje stranke, vključno s certifikacijskimi organi, za ocenjevanje sposobnosti organizacije glede izpolnjevanja zahtev odjemalcev, regulative ali zahtev, ki si jih postavi organizacija sama.
This International Standard can be used by internal and external parties, including certification bodies, to assess the organization's ability to meet customer, regulatory and the organization's own requirements. Pri razvoju tega mednarodnega standarda so bila upoštevana načela vodenja kakovosti, pojasnjena v ISO 9000 in ISO 9004.
The quality management principles stated in ISO 9000 and ISO 9004 have been taken into consideration during the development of this International Standard. 0.1
Splošno
0.1
General Namen teh splošnih smernic je pomagatiorganizacijam lokalne oblasti povezovati načelavodenja kakovosti, kot so opisana v skupinistandardov ISO 9000, s prakso in terminologijo,ki se na splošno uporablja v povezavi z lokalnooblastjo.
The present general guidelines aim to help local government organizations relate the concepts of quality management as described in the ISO 9000 family of standards with the practice and terminology commonly employed in the local government context. Pričakuje se, da bodo zaposleni, uslužbenci inpredstavniki lokalne oblasti sprejeli, razumeli inuporabljali kratko- ali srednjeročni plan dela aliprogram dela. Vendar pa sam plan oziromaprogram še ne zagotavlja, da bodo potrebe inpričakovanja lokalne skupnosti izpolnjeni, če soprocesi, potrebni za uspešno izvajanje takihplanov oziroma programov, pomanjkljivi ali čejih sploh ni. Pri izdelavi tega vodila nas je vodilapotreba, da bi se pri uvajanju uspešnegasistema vodenja kakovosti izognili takimpomanjkljivostim.
It is expected that a development plan or work programme in the short or medium term is received, understood, and applied by the employees, officers and representatives of the local government. However, the plan or programme itself does not ensure that the needs and expectati-ons of the local community will be covered if theprocesses needed for the effective implementation of such plans or programmes are deficient or nonexistent. The need to avoid these deficiencies has motivated the elaboration of this guide to help local governments in the implementation of an effective quality management system. To vod
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