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

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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