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    BS ISO 10015-2000 Quality management Guidelines for training《质量管理 培训导则》.pdf

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    BS ISO 10015-2000 Quality management Guidelines for training《质量管理 培训导则》.pdf

    1、| | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | BRITISH STANDARD BS ISO 10015:1999 ICS 03.

    2、120.10 NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAW Quality management Guidelines for trainingThis British Standard, having been prepared under the direction of the Management Systems Sector Committee, was published under the authority of the Standards Committee and comes i

    3、nto effect on 15 March 2000 BSI 03-2000 ISBN 0 580 34480 0 BS ISO 10015:1999 Amendments issued since publication Amd. No. Date Comments National foreword This British Standard reproduces verbatim ISO 10015:1999 and implements it as the UK national standard. The UK participation in its preparation wa

    4、s entrusted by Technical Committee QS/1, Quality assurance and quality management procedures, to Subcommittee QS/1/-/10, Education and training, which has the responsibility to: aid enquirers to understand the text; present to the responsible international/European committee any enquiries on the int

    5、erpretation, or proposals for change, and keep the UK interests informed; monitor related international and European developments and promulgate them in the UK. A list of organizations represented on this subcommittee can be obtained on request to its secretary. Cross-references The British Standard

    6、s which implement international publications referred to in this document may be found in the BSI Standards Catalogue under the section entitled “International Standards Correspondence Index”, or by using the “Find” facility of the BSI Standards Electronic Catalogue. A British Standard does not purp

    7、ort to include all the necessary provisions of a contract. Users of British Standards are responsible for their correct application. Compliance with a British Standard does not of itself confer immunity from legal obligations. Summary of pages This document comprises a front cover, an inside front c

    8、over, the ISO title page, pages ii to vi, pages 1 to 14, an inside back cover and a back cover. The BSI copyright notice displayed in this document indicates when the document was last issued.Referencenumber ISO10015:1999(E) INTERNATIONAL STANDARD ISO 10015 Firstedition 1999-12-15 QualitymanagementG

    9、uidelinesfor training Management de la qualit Lignes directrices pour la formationISO10015:1999(E) ii ISO10015:1999(E)iii Contents Page Foreword.iv Introduction.v 1 Scope1 2 Normativereference1 3 Termsanddefinitions.1 4 Guidelinesfortraining2 4.1 Training:Afour-stageprocess2 4.2 Definingtrainingneed

    10、s.3 4.3 Designingandplanningtraining4 4.4 Providingforthetraining7 4.5 Evaluatingtrainingoutcomes8 5 Monitoringandimprovingthetrainingprocess.8 5.1 General8 5.2 Validationofthetrainingprocess9 AnnexA(informative)Tables.10ISO10015:1999(E) iv Foreword ISO(theInternationalOrganizationforStandardization

    11、)isaworldwidefederationofnationalstandardsbodies(ISO memberbodies).TheworkofpreparingInternationalStandardsisnormallycarriedoutthroughISOtechnical committees.Eachmemberbodyinterestedinasubjectforwhichatechnicalcommitteehasbeenestablishedhas therighttoberepresentedonthatcommittee.Internationalorganiz

    12、ations,governmentalandnon-governmental,in liaisonwithISO,alsotakepartinthework.ISOcollaboratescloselywiththeInternationalElectrotechnical Commission(IEC)onallmattersofelectrotechnicalstandardization. InternationalStandardsaredraftedinaccordancewiththerulesgivenintheISO/IECDirectives,Part3. DraftInte

    13、rnationalStandardsadoptedbythetechnicalcommitteesarecirculatedtothememberbodiesforvoting. PublicationasanInternationalStandardrequiresapprovalbyatleast75%ofthememberbodiescastingavote. AttentionisdrawntothepossibilitythatsomeoftheelementsofthisInternationalStandardmaybethesubjectof patentrights.ISOs

    14、hallnotbeheldresponsibleforidentifyinganyorallsuchpatentrights. InternationalStandardISO10015waspreparedbyTechnicalCommitteeISO/TC176, Quality management and quality assurance, Subcommittee SC 3, Supporting technologies. AnnexAofthisInternationalStandardisforinformationonly.ISO10015:1999(E)v Introdu

    15、ction TheQualitymanagementprinciplesunderlyingtheISO9000familyofstandards(ofwhichtheISO10000series formapart)emphasizetheimportanceofhumanresourcemanagementandtheneedforappropriatetraining. Theyrecognizethatcustomersarelikelytobothrespectandvalueanorganizationscommitmenttoitshuman resourcesanditsabi

    16、litytodemonstratethestrategyusedtoimprovethecompetenceofitspersonnel. Personnelatalllevelsshouldbetrainedtomeettheorganizationscommitmenttosupplyproductsofarequired qualityinarapidlychangingmarketplacewherecustomerrequirementsandexpectationsareincreasing continuously. ThisInternationalStandardprovid

    17、esguidelinestoassistorganizationsandtheirpersonnelwhenaddressingissues relatedtotraining.Itmaybeappliedwheneverguidanceisrequiredtointerpretreferencesto“education“and “training“withintheISO9000familyofqualityassuranceandqualitymanagementstandards.Anyreferencesto “training“inthisdocumentincludesallty

    18、pesofeducationandtraining. Anorganizationsobjectivesforcontinualimprovement,includingtheperformanceofitspersonnel, might be affectedbyanumberofinternalandexternalfactorsincludingchangesinmarkets,technology,innovation,andthe requirementsofcustomersandotherstakeholders.Suchchangesmayrequireanorganizat

    19、iontoanalyseits competence-relatedneeds.Figure1illustrateshowtrainingcouldbeselectedasaneffectivemeansofaddressing theseneeds. Figure1ImprovingqualitybytrainingISO10015:1999(E) vi TheroleofthisInternationalStandardistoprovideguidancethatcanhelpanorganizationtoidentifyandanalyse trainingneeds,designa

    20、ndplanthetraining,provideforthetraining,evaluatetrainingoutcomes,andmonitorand improvethetrainingprocessinordertoachieveitsobjectives.Itemphasizesthecontributionoftrainingtocontinual improvementandisintendedtohelporganizationsmaketheirtrainingamoreeffectiveandefficientinvestment.INTERNATIONALSTANDAR

    21、D ISO10015:1999(E)1 QualitymanagementGuidelinesfortraining 1 Scope Theseguidelinescoverthedevelopment,implementation,maintenance,andimprovementofstrategiesand systemsfortrainingthataffectthequalityoftheproductssuppliedbyanorganization. ThisInternationalStandardappliestoalltypesoforganizations. Itisn

    22、otintendedforuseincontracts,regulations,orforcertification. Itdoesnotaddto,change,orotherwisemodifyrequirementsfortheISO9000series. ThisInternationalStandardisnotintendedtobeusedbytrainingprovidersdeliveringservicestoother organizations. NOTE ThemainsourceofreferencefortrainingprovidersshouldbeISO90

    23、04-2:1991, Quality management and quality system elements Part 2: Guidelines for services, until superseded by ISO 9004:2000. TrainingprovidersmayusethisInternationalStandardwhenaddressingthetrainingneedsoftheirownpersonnel. 2 Normativereference Thefollowingnormativedocumentcontainsprovisionswhich,t

    24、hroughreferenceinthistext,constituteprovisionsof thisInternationalStandard.Fordatedreferences,subsequentamendmentsto,orrevisionsof,anyofthis publicationdonotapply.However,partiestoagreementsbasedonthisInternationalStandardareencouragedto investigatethepossibilityofapplyingthemostrecenteditionoftheno

    25、rmativedocumentindicatedbelow.For undatedreferences,thelatesteditionofthenormativedocumentreferredtoapplies.MembersofISOandIEC maintainregistersofcurrentlyvalidInternationalStandards. ISO8402, Quality management and quality assurance Vocabulary 1) . 3 Termsanddefinitions ForthepurposesofthisInternat

    26、ionalStandard,thetermsanddefinitionsgiveninISO8402andthefollowing apply. 3.1 competence applicationofknowledge,skills,andbehavioursinperformance 3.2 training processtoprovideanddevelopknowledge,skillsandbehaviourstomeetrequirements 1)ToberevisedasISO9000:2000.ISO10015:1999(E) 2 4 Guidelinesfortraini

    27、ng 4.1 Training:Afour-stageprocess 4.1.1 General Aplannedandsystematictrainingprocesscanmakeanimportantcontributioninhelpinganorganizationto improveitscapabilitiesandtomeetitsqualityobjectives. ThistrainingprocessisillustratedinthetrainingcyclediagramshowninFigure2. ToincreasethereadabilityofthisInt

    28、ernationalStandardandtodistinguishclearlybetweenguidanceanduseof theprocessmodeltodescribetheguidance,theprocessmodelappearsinTablesA.1toA.5inannexA. Forselectingandimplementingtrainingtoclosethegapsbetweenrequiredandexistingcompetence, managementshouldmonitorthefollowingstages: a) definingtrainingn

    29、eeds; b) designingandplanningtraining; c) providingforthetraining; d) evaluatingtheoutcomeoftraining. Asillustrated,theoutputofonestagewillprovidetheinputforthefollowingstage. Figure2Trainingcycle 4.1.2 Purchaseoftraining-relatedproductsandservices Itshouldbetheresponsibilityofthemanagementtodecidei

    30、fandwhentheexternalorinternalpurchasingand resourcingofproductsandservicesrelatedtoanyofthefourstagesofthetrainingprocess,anditsmonitoring, shouldoccur(seeTablesA.1toA.5). Forexample,someorganizationsmightfinditbeneficialtouseexternalexpertisetocarryoutananalysisofits trainingneeds.ISO10015:1999(E)3

    31、 4.1.3 Involvementofpersonnel Appropriateinvolvementofthepersonnelwhosecompetenceisbeingdeveloped,aspartofthetrainingprocess, mayresultinthosepersonnelfeelingagreatersenseofownershipoftheprocess,resultingintheirassumingmore responsibilityforensuringitssuccess. 4.2 Definingtrainingneeds 4.2.1 General

    32、 Thetrainingprocessshouldbeinitiatedafteraneedsanalysisoftheorganizationhasbeenconductedand competence-relatedissueshavebeenrecorded,asdepictedinFigure1intheIntroduction. Theorganizationshoulddefinethecompetenceneededforeachtaskthataffectsthequalityofproducts,assess thecompetenceofthepersonneltoperf

    33、ormthetask,anddevelopplanstocloseanycompetencegapsthatmay exist. Thedefinitionshouldbebasedonananalysisofpresentandexpectedneedsoftheorganizationcomparedwith theexistingcompetenceofitspersonnel. Thepurposeofthisstageshouldbeto: a) definethegapsbetweentheexistingandrequiredcompetence; b) definethetra

    34、iningneededbyemployeeswhoseexistingcompetencedoesnotmatchthecompetence requiredforthetasks;and c) documentspecifiedtrainingneeds. Theanalysisofthegapsbetweenexistingandrequiredcompetenceshouldbeconductedtodeterminewhether thegapscanbeclosedbytrainingorwhetherotheractionsmightbenecessary(seeTableA.1)

    35、. 4.2.2 Definingtheneedsoftheorganization Theorganizationsqualityandtrainingpolicies,qualitymanagementrequirements,resourcemanagementand processdesignshouldbeconsideredwheninitiatingtraining,asaninputto4.2,toensurethattherequiredtraining willbedirectedtowardsatisfyingtheorganizationsneeds. 4.2.3 Def

    36、iningandanalysingcompetencerequirements Competencerequirementsshouldbedocumented.Thisdocumentationcanbeperiodicallyreviewedoras necessarywhenworkassignmentsaremadeandperformanceisassessed. Thedefinitionofanorganizationsfutureneedsrelativetoitsstrategicgoalsandqualityobjectives,includingthe requiredc

    37、ompetenceofitspersonnel,maybederivedfromavarietyofinternalandexternalsources,suchas: organizationalortechnologicalchangethataffectsworkprocessesorimpactsonthenatureofproducts suppliedbytheorganization; datarecordedfrompastorcurrenttrainingprocesses; theorganizationsappraisalofthecompetenceoftheperso

    38、nneltoperformspecifiedtasks; turnoverorseasonalfluctuationrecordsinvolvingtemporarypersonnel; internalorexternalcertificationneededfortheperformanceofspecifictasks;ISO10015:1999(E) 4 requestsfromemployeesidentifyingopportunitiesforpersonaldevelopmentwhichcontributetothe organizationsobjectives; ther

    39、esultofprocessreviewsandcorrectiveactionsduetocustomercomplaintsorreportsofnonconformities; legislation,regulations,standardsanddirectivesaffectingtheorganization,itsactivitiesandresources;and marketresearchidentifyingoranticipatingnewcustomerrequirements. 4.2.4 Reviewingcompetence Aregularreviewsho

    40、uldbeconductedofdocumentsthatindicatethecompetencerequiredforeveryprocessand therecordsthatlistthecompetenceofeveryemployee. Methodsusedforreviewingcompetencemightincludethefollowing: interviews/questionnairewithemployees,supervisors,managers; observations; groupdiscussions;and inputsfromsubjectmatt

    41、erexperts. Thereviewisrelatedtotaskrequirementsandtaskperformance. 4.2.5 Definingcompetencegaps Acomparisonoftheexistingcompetencieswiththoserequiredshouldbemadetodefineandrecordthe competencegaps. 4.2.6 Identifyingsolutionstoclosethecompetencegaps Thesolutionstoclosethecompetencegapscouldbefoundthr

    42、oughtrainingorotheractionsoftheorganization, suchasredesigningprocesses,recruitmentoffullytrainedpersonnel,outsourcing,improvingotherresources,job rotationormodifyingworkprocedures. 4.2.7 Definingthespecificationfortrainingneeds Whenatrainingsolutionisselectedtoclosethecompetencegaps,trainingneedssh

    43、ouldbespecifiedand documented. Thespecificationfortrainingneedsshoulddocumenttheobjectivesandtheexpectedoutcomesofthetraining.The inputtothespecificationfortrainingneedsshouldbeprovidedbythelistofcompetencerequirementsfoundin 4.2.3,theresultsofprevioustraining,andcurrentcompetencegapsandrequestsforc

    44、orrectiveaction. Thisdocumentshouldbecomepartofthetrainingplanspecificationandshouldincludearecordofthe organizationsobjectiveswhichwillbeconsideredasinputsfordesigningandplanningtrainingandformonitoring thetrainingprocess. 4.3 Designingandplanningtraining 4.3.1 General Thedesignandplanstageprovides

    45、thebasisforthetrainingplanspecification.ISO10015:1999(E)5 Thisstageincludes: a) designandplanningofactionswhichshouldbetakentoaddressthecompetencegapsidentifiedin4.2.5;and b) definitionofthecriteriaforevaluatingthetrainingoutcomesandmonitoringthetrainingprocess(see4.5, clause5andTableA.2). 4.3.2 Def

    46、iningtheconstraints Relevantitemswhichconstrainthetrainingprocessshouldbedeterminedandlisted. Thesemightinclude: regulatoryrequirementsimposedbylaws; thepolicyrequirements,includingthoserelatingtohumanresources,imposedbytheorganization; financialconsiderations; timingandschedulingrequirements; theav

    47、ailability,motivationandabilityoftheindividualstobetrained; factorssuchastheavailabilityofin-houseresourcestoperformthetraining,ortheavailabilityofreputable trainingproviders;and constraintsonanyotheravailableresources. Thelistofconstraintsshouldbeusedintheselectionoftrainingmethods(4.3.3)andtrainin

    48、gprovider(4.3.5)and forthedevelopmentofatrainingplanspecification(4.3.4). 4.3.3 Trainingmethodsandcriteriaforselection Potentialtrainingmethodstomeetthetrainingneedsshouldbelisted.Theappropriateformoftrainingwilldepend onthelistedresources,constraintsandobjectives. Trainingmethodsmightinclude: cours

    49、esandworkshopsonoroffsite; apprenticeships; on-the-jobcoachingandcounselling; self-training; and distancelearning. Criteriaforselectionoftheappropriatemethods,orcombinationofmethods,shouldbedefinedanddocumented. Thesemayinclude: dateandlocation; facilities; cost;ISO10015:1999(E) 6 trainingobjectives; targetgroupoftrainees(e.g.currentorplannedprofessionalposition,specificexpertiseand/orexperience, maximumnumberofparticipants); durationoftrainingandsequenceofimplementation;and formsofassessment,evaluati


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