ISO 18091:2019 质量管理体系 地方政府中 ISO 9001 应用指南

标准编号：ISO 18091:2019

中文名称：质量管理体系 地方政府中 ISO 9001 应用指南

英文名称：Quality management systems — Guidelines for the application of ISO 9001 in local government

发布日期：2019-03

标准范围

本国际标准规定了当一个组织:a） 需要证明其能够始终如一地提供满足客户和适用法律法规要求的产品和服务，以及b） 旨在通过有效应用系统，包括改进系统的过程，以及确保符合客户和适用的法律法规要求，提高客户满意度。本国际标准的所有要求均为通用要求，适用于任何组织，无论其类型或规模，或其提供的产品和服务。注1:在本国际标准中，术语“产品”或“服务”仅适用于为客户设计或要求的产品和服务。注2:法定和监管要求可以表示为法律要求。本文件为地方政府提供了理解和实施符合ISO 9001:2015要求的质量管理体系的指南，以便通过持续向其提供产品和服务来满足其客户/公民和所有其他相关方的需求和期望。它通过全面应用ISO 9001，以负责任的方式促进质量管理体系的实施。这些指南不会增加、更改或修改ISO 9001的要求。它适用于各级地方政府的所有流程（即战略、战术、管理和运营），以构成一个以地方政府实现其目标为重点的全面质量管理体系。该系统的全面性对于确保地方政府的所有领域都具有特定的可靠性（即:。e、 流程的有效性）。作为本文件用户的起点，附录A为地方政府评估其流程、产品和服务的范围和成熟度提供了诊断方法。附录B给出了向客户/公民提供可靠产品和服务所需的流程。

This International Standard specifies requirements for a quality management system when an organization:a) needs to demonstrate its ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements, andb) aims to enhance customer satisfaction through the effective application of the system, including processes for improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.All the requirements of this International Standard are generic and are intended to be applicable to any organization, regardless of its type or size, or the products and services it provides.NOTE 1 In this International Standard, the terms "product" or "service" only apply to products and services intended for, or required by, a customer.NOTE 2 Statutory and regulatory requirements can be expressed as legal requirements.This document gives guidelines for local governments on understanding and implementing a quality management system that meets the requirements of ISO 9001:2015, in order to meet the needs and expectations of their customers/citizens and all other relevant interested parties by consistently providing them with products and services.It promotes implementing a quality management system in a responsible and accountable manner, through the application of ISO 9001 on a comprehensive basis. These guidelines do not add, change or modify the requirements of ISO 9001.It is applicable to all local government processes at all levels (i.e. strategical, tactical-managerial and operational) in order to constitute a comprehensive quality management system that focuses on the local government achieving its objectives. The comprehensive character of this system is essential to ensure that all the areas of the local government have a specified level of reliability (i.e. effectiveness of the processes).Annex A, as a starting point for users of this document, gives a diagnostic methodology for local governments to evaluate the scope and maturity of their processes and products and services. Annex B gives the processes necessary to provide reliable products and services to customers/citizens.

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