‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‬

( ISO 9001:2000 )





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 

٢ ( ISO 9001:2000 ) ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ‬

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 ‫ﻗﺒﻞ ﺍﻵﻳﺰﻭ ‪ ISO‬ﻭ ﻣﻮﺍﺻـﻔﺎ‪‬ﺎ ﺍﻟﻌﺎﳌﻴـﺔ ﰲ ﺷـﱴ ﺍ‪‬ـﺎﻻﺕ ﻭﺟـﺪﺕ‬
‫ﺑﻌﺾ ﺍﳌﻮﺍﺻﻔﺎﺕ ﻟﺒﻌﺾ ﺍﻷﻏﺮﺍﺽ ﰲ ﺍﻟﺪﻭﻝ ﺍﳌﺘﻘﺪﻣـﺔ ﻭ ﺍﳍﺎﺩﻓـﺔ ﺇﱃ‬
‫ﺗﻮﻛﻴﺪ ﻭ ﻗﻴﺎﺱ ﺍﳉﻮﺩﺓ ﻣﺜﻞ ﺍﳌﻮﺍﺻـﻔﺎﺕ ﺍﻟﻌـﺴﻜﺮﻳﺔ ﰲ ﺑﻌـﺾ ﺍﻟـﺪﻭﻝ‬
‫ﺍﻟﻜﱪﻯ ﻣﺜـﻞ‬
‫ﺍﳌﻮﺍﺻﻔـﺎﺕ ﺍﻟﻌﺴﻜﺮﻳﺔ‬ ‫ﺍﳌﻮﺍﺻﻔـﺎﺕ ﺍﻟﻌﺴﻜﺮﻳﺔ‬
‫ﳊﻠﻒ ﴰﺎﻝ ﺍﻷﻃﻠﻨﻄﻲ‬ ‫ﺍﻷﻣﺮﻳﻜﻴـﺔ‬

‫ﲢﺪﺩ ﺷﺮﻭﻃﺎﹰ ﻷﻧﻈﻤﺔ ﺍﳉﻮﺩﺓ ﻟﻠﻤﺼﺎﻧﻊ ﺍﻟﱵ ﺗﺘﻌﺎﻣﻞ ﻣﻌﻬﺎ ﻛﻤﻮﺭﺩﻳﻦ ﳌﻨﺘﺠﺎﺕ ﺻﻨﺎﻋﻴﺔ ﺗﺪﺧﻞ‬
‫ﰲ ﺍﻟﺼﻨﺎﻋﺔ ﺍﳊﺮﺑﻴﺔ ﺍﻟﻨﻬﺎﺋﻴﺔ ﻟﺘﻠﻚ ﺍﻟﺪﻭﻝ ‪..‬‬

‫‪٣‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 

٤ ( ISO 9001:2000 ) ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ‬

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 ‫‪‬‬

‫ﺍﻟﻔﺤﺺ ‪:‬‬
‫ﻓـــﺼﻞ ﺍﳌﻨﺘﺠـــﺎﺕ ﺍﳌﻌﻴﺒـــﺔ ﻋـــﻦ‬
‫ﺍﳌﻨﺘﺠــﺎﺕ ﺍﳌﻘﺒﻮﻟــﺔ ‪ ،‬ﲝﻴــﺚ ﻻ‬
‫ﻳـــﺰﺍﻝ ‪ %١٥‬ﻣـــﻦ ﺍﳌﻨﺘﺠـــﺎﺕ‬
‫ﺍﳌﻌﻴﺒـــﺔ ﺗﻘﺒـــﻞ ﻛﻤﻨﺘﺠـــﺎﺕ‬
‫ﺟﻴﺪﺓ‪.(١٩٤٠-١٩٣٠) .‬‬

‫‪٥‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 
: ‫ﻣﺮﺍﻗﺒﺔ ﺍﳉﻮﺩﺓ‬
‫ ﺍﳋﺪﻣﺔ ﳑﺎ ﺳﺎﻋﺪ ﻋﻠﻰ ﻛﺸﻒ‬/ ‫ﲣﻄﻴﻂ ﻓﺤﺺ ﺍﻟﻌﻤﻠﻴﺎﺕ ﻣﻨﺬ ﺑﺪﺍﻳﺔ ﺇﻧﺘﺎﺝ ﺍﳌﻨﺘﺞ‬
(١٩٧٠-١٩٤٠) .‫ﺍﻷﺧﻄﺎﺀ ﻣﺒﻜﺮﺍﹰ ﻟﻜﻦ ﱂ ﳝﻨﻊ ﻣﻦ ﺗﻜﺮﺍﺭ ﺣﺪﻭﺛﻬﺎ‬


 

٦ ( ISO 9001:2000 ) ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ‬

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 ‫‪‬‬

‫‪‬‬ ‫‪‬‬

‫ﺩﺭﺍﺳﺔ ﻗﺪﺭﺓ ﺍﻟﻌﻤﻠﻴﺎﺕ‬ ‫ﺗﻔﺘﻴﺶ ﻋﻠﻰ ﺍﳋﺎﻣﺎﺕ‬

‫ﺗﺼﻤﻴﻢ ﺧﻄﻂ ﺍﻟﻔﺤﺺ ﻟﻠﻌﻴﻨﺎﺕ‬ ‫ﺗﻔﺘﻴﺶ ﻋﻠﻰ ﺍﻟﻌﻤﻠﻴﺎﺕ‬

‫ﲢﻠﻴﻞ ﺑﻴﺎﻧﺎﺕ ﺍﻟﻔﺤﺺ ﻭﺍﻟﺘﻔﺘﻴﺶ‬ ‫ﺗﻔﺘﻴﺶ ﻋﻠﻰ ﺍﻵﻻﺕ‬

‫ﺩﺭﺍﺳﺔ ﺍﻻﺟﺮﺍﺀﺍﺕ ﺍﻟﺘﺼﺤﻴﺤﻴﺔ‬ ‫ﺗﻔﺘﻴﺶ ﻋﻠﻰ ﺍﻟﻌﺪﺩ ﻭﺍﳌﻌﺪﺍﺕ‬

‫ﺩﺭﺍﺳﺔ ﺗﻜﺎﻟﻴﻒ ﺍﳉﻮﺩﺓ‬ ‫ﺗﻔﺘﻴﺶ ﻋﻠﻰ ﻣﻌﺪﺍﺕ ﺍﻟﺼﻴﺎﻧﺔ‬

‫ﺍﻟﺘﺴﺠﻴﻞ ﻭﺣﻔﻆ ﺍﻟﺴﺠﻼﺕ‬

‫‪٧‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 ‫‪‬‬
‫ﺍﻟﺘﻄﻮﺭ ﺍﻟﺴﺮﻳﻊ ﻟﺒﻌﺾ ﺃﻧـﻮﺍﻉ ﺍﳌﻌـﺪﺍﺕ ﻣﺜـﻞ ﺍﻟﻄـﺎﺋﺮﺍﺕ ﻭﺍﻟﻘﻄـﺎﺭﺍﺕ ﺍﻟـﺴﺮﻳﻌﺔ ﺃﺩﻯ ﺍﱃ ﺍﳊﺎﺟـﺔ ﺍﱃ ﺍﱃ‬
‫ﻣﺴﺘﻮﻯ ﻋﺎﱃ ﻣﻦ ﺍﻻﻣﺎﻥ ‪ ،‬ﻟﺬﺍ ﺣﻞ ﻣﺸﺎﻛﻞ ﺍﳉـﻮﺩﺓ ﺑﻌـﺪ ﻭﻗﻮﻋﻬـﺎ ﻏـﲑ ﻣﻨﺎﺳـﺐ ﻋﻠـﻰ ﺍﻻﻃـﻼﻕ ﻭﻫـﻲ‬
‫ﻓﻠﺴﻔﺔ ﺍﳌﺮﺍﺣﻞ ﺍﻟﺴﺎﺑﻘﺔ ‪ .‬ﻭﻳﻌﺘﻤﺪ ﻫﺬﺍ ﺍﳌﻨﻬﺞ ﻋﻠﻰ ‪:‬‬
‫‪Ø‬ﺗﻮﺟﻴﻪ ﺍﳉﻬﻮﺩ ﺍﻟﺘﻨﻈﻴﻤﻴﺔ ﲡﺎﻩ ﺍﻟﻮﻗﺎﻳﺔ ﻣﻦ ﻭﻗﻮﻉ ﺍﻷﺧﻄﺎﺀ‬
‫‪Ø‬ﺍﻟﺘﺄﻛﻴﺪ ﻟﻠﻤﺴﺘﻬﻠﻚ ﺑﺄﻥ ﺍﳌﻨﺘﺞ ﻳﻄﺎﺑﻖ ﻭﺍﻧﻪ ﻟﻦ ﺗﻈﻬﺮ ﻋﻴﻮﺏ ﺃﺛﻨﺎﺀ ﺍﻟﺘﺸﻐﻴﻞ‬
‫‪Ø‬ﺇﻋﻄﺎﺀ ﲢﺬﻳﺮﺍﺕ ﻣﺒﻜﺮﺓ ﻟﻺﺩﺍﺭﺓ ﺑﺄﻥ ﺍﻵﻣﻮﺭ ﻟﻴﺴﺖ ﻋﻠﻰ ﻣـﺎﻳﺮﺍﻡ ﻭﺍﻥ ﻫﻨـﺎﻙ ﲡﻤﻌـﺎ ﻟـﺒﻌﺾ ﺍﻟﻌﻨﺎﺻـﺮ‬
‫ﺍﻟﱵ ﳝﻜﻦ ﺃﻥ ﺗﺆﺩﻱ ﺍﱃ ﺑﻌﺾ ﺍﳌﺨﺎﻃﺮ‬

‫ﺍﻟﻌﻤﻠﻴﺎﺕ‬
‫ﻣﻦ ﺍﻟﻌﻤﻠﻴﺎﺕ‬
‫ﺃﻛﺜﺮ ﻣﻦ‬
‫ﺍﻹﺟﺮﺍﺀﺍﺕ (( ﺃﻛﺜﺮ‬
‫ﺍﻟﺘﺼﻤﻴﻢ ‪ ،،‬ﺍﻹﺟﺮﺍﺀﺍﺕ‬
‫ﺍﻟﻔﻮﻗﻴﺔ )) ﺍﻟﺘﺼﻤﻴﻢ‬
‫ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻟﻔﻮﻗﻴﺔ‬
‫ﻋﻠﻰ ﺍﻟﻌﻤﻠﻴﺎﺕ‬
‫ﻳﻌﺘﻤﺪ ﻋﻠﻰ‬
‫ﺍﳉﻮﺩﺓ ﻳﻌﺘﻤﺪ‬
‫ﺗﺄﻛﻴﺪ ﺍﳉﻮﺩﺓ‬
‫ﻣﺮﺣﻠﺔ ﺗﺄﻛﻴﺪ‬
‫ﻣﺮﺣﻠﺔ‬
‫ﻭﺍﻟﺘﻔﺘﻴﺶ ((‬
‫ﺍﻟﻔﺤﺺ ﻭﺍﻟﺘﻔﺘﻴﺶ‬
‫ﺍﻟﺘﺤﺘﻴﺔ )) ﺍﻟﻔﺤﺺ‬
‫ﺍﻟﺘﺤﺘﻴﺔ‬

‫‪٨‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 ‫‪‬‬
‫ﻻ ﻳﻨﻈﺮ ﺍﱃ ﺍﳉﻮﺩﺓ ﻣﻦ ﺍﻟﺰﺍﻭﻳﺔ ﺍﻟﻀﻴﻘﺔ ” ﺍﳌﻄﺎﺑﻘﺔ ﻟﻠﻤﻮﺍﺻﻔﺎﺕ ” ﺑﻞ ﺍﺻﺒﺢ ﻳﻨﻈﺮ ﺍﻟﻴﻬﺎ‬
‫ﻛﺠﺰﺀ ﻣﺘﺪﺍﺧﻞ ﻭﻣﺮﺗﺒﻂ ﲜﻤﻴﻊ ﺍﻷﻧﺸﻄﺔ ﰲ ﺍﳌﺆﺳﺴﺔ ﻓﺎﳉﻮﺩﺓ ﺗﻌﲏ ‪:‬‬

‫ﺇﺩﺍﺭﺓ ﺍﻟﺸﻲﺀ ﺍﻟﺴﻠﻴﻢ ﺑﺎﻟﻄﺮﻳﻘﺔ ﺍﻟﺴﻠﻴﻤﺔ – ﻣﻦ ﺃﻭﻝ ﻣﺮﺓ – ﰲ ﺍﻟﻮﻗﺖ ﺍﶈﺪﺩ – ﰲ ﻛﻞ ﻣﺮﺓ –‬
‫ﺍﻟﺴﻌﻲ ﺍﻟﺪﺍﺋﻢ ﻟﻠﺘﺤﺴﲔ – ﻭﺭﺿﺎﺀ ﺍﻟﻌﻤﻴﻞ‬

‫‪٩‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 ‫‪‬‬
‫ﻧﻈﻢ إدارة اﻟﺠﻮدة ) ﺗﺄﻛﯿﺪ اﻟﺠﻮدة (‬ ‫إدارة اﻟﺠﻮدة اﻟﺸﺎﻣﻠﺔ‬
‫•ﺗﺮﺗﺒﻂ ﺑﺴﻴﺎﺳﺔ ﺍﳉﻮﺩﺓ‬ ‫•ﺗﺮﺗﺒﻂ ﺑﺎﺳﺘﺮﺍﺗﻴﺠﻴﺔ ﻣﻮﺣﺪﺓ ﻟﻠﺸﺮﻛﺔ‬

‫•ﺍﻟﺘﺮﻛﻴﺰ ﻋﻠﻰ ﺍﻟﻨﻈﺎﻡ‬ ‫•ﺍﻟﺘﺮﻛﻴﺰ ﻋﻠﻰ ﺍﻟﻌﻤﻴﻞ‬

‫•ﺍﻟﺘﺮﻛﻴﺰ ﻋﻠﻰ ﺍﻹﺟﺮﺍﺀﺍﺕ‬ ‫•ﺍﻟﺘﺮﻛﻴﺰ ﻋﻠﻰ ﺍﻟﻔﻠﺴﻔﺔ ﻭﺍﳌﻔﺎﻫﻴﻢ‬

‫•ﺗﻌﺘﻤﺪ ﻋﻠﻰ ﺍﻟﺘﺰﺍﻡ ﺍﻟﻌﺎﻣﻠﲔ‬ ‫•ﺗﻌﺘﻤﺪ ﻋﻠﻰ ﻣﺸﺎﺭﻛﺔ ﺍﻟﻌﺎﻣﻠﲔ‬

‫•ﲢﺴﲔ ﻏﲑ ﻣﺴﺘﻤﺮ‬ ‫•ﲢﺴﲔ ﻣﺴﺘﻤﺮ ﻻ ﻳﻨﺘﻬﻲ‬

‫•ﻛﻞ ﻓﺮﺩ ﻣﺴﺆﻭﻝ ﻋﻦ ﺍﻹﺟﺮﺍﺀﺍﺕ ﺍﳋﺎﺻﺔ ﺑﻪ‬ ‫•ﻛﻞ ﻓﺮﺩ ﻣﺴﺆﻭﻝ ﻋﻦ ﺍﳉﻮﺩﺓ‬

‫‪١٠‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 ‫‪‬‬
‫ﺍﳉﻮﺩﺓ ﺍﳋﺎﺻﺔ ﺑـــ‬

‫ﻫﺪﻑ ﺍﳉﻮﺩﺓ‬ ‫ﺍﻟﺘﻜﻠﻔﺔ‬ ‫ﺍﻷﺩﺍﺀ‬ ‫ﺍﻟﺘﻄﻮﻳﺮ ﺍﻟﺘﺼﻤﻴﻢ ﺍﳌﻄﺎﺑﻘﺔ‬

‫ﺍﻟﺘﻄﻮﻳﺮ ﺍﻟﺪﺍﺋﻢ‬ ‫ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﺍﻟﺸﺎﻣﻠﺔ‬

‫ﻣﻨﻊ ﺍﳌﻌﻴﺐ ﻛﻠﻴﺎﹰ‬ ‫ﺗﺄﻛﻴﺪ ﺍﳉﻮﺩﺓ‬

‫ﳏﺎﻭﻟﺔ ﻣﻨﻊ ﺍﳌﻌﻴﺐ‬ ‫ﻣﺮﺍﻗﺒﺔ ﺍﳉﻮﺩﺓ‬

‫ﺗﺼﺤﻴﺢ ﺍﻷﺧﻄﺎﺀ‬ ‫ﺍﻟﻔﺤﺺ‬

‫ﺍﳌﻨﺘﺞ‬ ‫ﺍﳌﺴﺘﻬﻠﻚ‬ ‫ﺍﻟﻌﻤﻴﻞ‬

‫‪١١‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 ‫‪‬‬

‫ﺍﻵﻳﺰﻭ ﻫﻲ ﺍﻟﻜﺘﺎﺑﺔ ﺍﻟﻌﺮﺑﻴﺔ ﻟﻠﺤﺮﻭﻑ ﺍﻟﻼﺗﻴﻨﻴﺔ »‪ «ISO‬ﻭﻫﻲ ﺍﻻﺧﺘﺼﺎﺭ ﻻﺳﻢ ﺍﳍﻴﺌﺔ ﺍﻟﺪﻭﻟﻴﺔ‬
‫ﻟﻠﻤﻮﺍﺻﻔﺎﺕ ﻭﻣﻘﺮﻫﺎ ﺟﻨﻴﻒ‬
‫‪.International Organization for Standardization‬‬
‫ﻭﺗﻌﲏ ﻣﺴﺎﻭﻱ ﻟـ… ‪ ،‬ﺃﺻﺪﺭﺕ ﺍﳍﻴﺌﺔ ﰲ ﻋﺎﻡ ‪١٩٨٧‬ﻡ ﳎﻤﻮﻋﺔ ﺷﻬﺎﺩﺍﺕ ﺍﻵﻳﺰﻭ ‪ ،٩٠٠٠‬ﻭﻫﻲ ﻣﻮﺍﺻﻔﺎﺕ‬
‫ﲣﺘﺺ ﺑﻨﻈﻢ ﺇﺩﺍﺭﺓ ﺍﳌﻨﺸﺂﺕ ﺍﻟﺼﻨﺎﻋﻴﺔ ﺃﻭ ﺍﳋﺪﻣﻴﺔ ﻓﻬﻲ ﺗﻌﻄﻲ ﺍﳊﺪﻭﺩ ﺍﻟﺪﻧﻴﺎ ﻟﻠﻀﻮﺍﺑﻂ ﻭﺍﻟﻘﻮﺍﻋﺪ‬
‫ﺍﻟﻮﺍﺟﺐ ﺍﻻﻟﺘﺰﺍﻡ ‪‬ﺎ ﻟﻀﻤﺎﻥ ﺍﻟﺘﺤﻜﻢ ﺍﳌﺴﺘﻤﺮ ﰲ ﻣﺴﺘﻮﻯ ﺟﻮﺩﺓ ﺍﳌﻨﺘﺞ‪.‬‬

‫‪١٢‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 ‫‪‬‬
‫ﺑﻌﺪ ﺃﻥ ﺗﻄﻮﺭ ﺍﳌﻔﻬﻮﻡ ﺍﻟﻌﺎﳌﻲ ﻟﻠﺠﻮﺩﺓ ﻭﰲ ﻇﻞ ﺍﻻﻫﺘﻤﺎﻡ ﺍﻟﻌﺎﳌﻲ ﺍﳌﺘﺰﺍﻳﺪ ﺑﺎﳉﻮﺩﺓ – ﻟﻴﺲ ﺟـﻮﺩﺓ ﺍﳌﻨﺘﺠـﺎﺕ ﻓﻘـﻂ‪ ،‬ﺑـﻞ ﻭﺟــﻮﺩﺓ‬
‫ﺍﻟﻌﻤﻠﻴﺎﺕ ﺃﻳﻀﺎﹰ‪ ،‬ﻭﺑﻌﺪ ﺃﻥ ﺗﺄﻛﺪ ﻟﻠﺠﻤﻴﻊ ﺃﻥ ﺍﳉﻮﺩﺓ ﻟﻴﺴﺖ ﺧﻴﺎﺭﺍﹰ ﻭﺇﳕﺎ ﺿﺮﻭﺭﺓ ﻟﻨﺠﺎﺡ ﺃﻱ ﻧﻈﺎﻡ ﺍﻗﺘﺼﺎﺩﻱ ﰲ ﳐﺘﻠﻒ ﺍﻟﻘﻄﺎﻋﺎﺕ‪،‬‬
‫ﺃﺻﺪﺭﺕ ﺍﳌﻨﻈﻤﺔ ﺍﻟﻌﺎﳌﻴﺔ ﻟﻠﺘﻘﻴﻴﺲ ﺃﻭﻝ ﺳﻠﺴﻠﺔ ﰲ ﳎﺎﻝ ﻧﻈﻢ ﺗﻮﻛﻴﺪ ﺍﳉﻮﺩﺓ ﰲ ﻋﺎﻡ ‪ ،١٩٨٧‬ﻭﻛﺎﻧـﺖ ﳎﻤﻮﻋـﺔ ﺍﻵﻳـﺰﻭ ‪٩٠٠٠‬‬
‫ﻭﻣﻨﺬ ﺗﻠﻚ ﺍﻟﻔﺘﺮﺓ ﰎ ﺍﻟﺘﻌﺪﻳﻞ ﻋﻠﻴﻬﺎ ‪١٩٩٤‬ﻭﺻـﺪﺭﺕ ﺑـﺼﻮﺭ‪‬ﺎ ﺍﻟﻨﻬﺎﺋﻴـﺔ ﻋـﺎﻡ ‪ ٢٠٠٠‬ﻟﺘﺘﻤﺎﺷـﻰ ﻣـﻊ ﺍﳌﺘﻄﻠﺒـﺎﺕ ﻭﺍﻻﺣﺘﻴﺎﺟـﺎﺕ‬
‫ﻷﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﺍﳌﻄﺒﻘﺔ ﻋﺎﳌﻴﺎﹰ‪.‬‬

‫ﺇﻥ ﺍﳋﻄﻮﺓ ﺍﻷﺳﺎﺳﻴﺔ ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﺷﻬﺎﺩﺓ ﺍﻵﻳﺰﻭ ﻫﻮ ﺗﻄﺒﻴﻖ ﻣﻌﺎﻳﲑ ﺍﳉﻮﺩﺓ ﺍﻟﺸﺎﻣﻠﺔ ﰲ ﺍﻟﻌﻤـﻞ ﻷﻥ ﺍﻵﻳـﺰﻭ ﺷـﻬﺎﺩﺓ ﲤـﻨﺢ‬
‫ﻋﻠﻰ ﻣﺴﺘﻮﻳﺎﺕ ﻋﺪﺓ ﻭ ﻟﻜﻦ ﺍﻟﻨﻘﻄﺔ ﺍﻷﺳﺎﺳﻴﺔ ﰲ ﺃﻱ ﳒﺎﺡ ﻫﻮ ﺍﻹﺩﺍﺭﺓ ﻟﺬﺍ ﻳﺘﻢ ﺍﻟﺘﺮﻛﻴﺰ ﻋﻠﻴﻬﺎ ﺑﺸﻜﻞ ﺃﺳﺎﺳﻲ " ﺍﳌﻬﻢ ﺍﻟﺘﺮﻛﻴـﺰ‬
‫ﻋﻠﻰ ﺟﻮﺩﺓ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻟﱵ ﺗﺆﺩﻱ ﺑﺎﻟﺘﺎﱄ ﺇﱃ ﺟﻮﺩﺓ ﺍﻹﻧﺘﺎﺝ‪" .‬‬
‫ﻟﺬﺍ ﻓﺈﻥ ﻣﻌﺎﻳﲑ ﺍﻵﻳﺰﻭ ﺟﺰﺀ ﻣﻨﻬﺎ ﻫﻮ ﻧﻔﺴﻪ ﻣﻌﺎﻳﲑ ﺍﳉﻮﺩﺓ ﺍﻟﺸﺎﻣﻠﺔ ﻭ ﺍﳉﺰﺀ ﺍﻵﺧـﺮ ﻫـﻮ ﻟﻠﺘﺄﻛﻴـﺪ ﻭ ﺍﳊـﺮﺹ ﻋﻠـﻰ ﺗﻄﺒﻴـﻖ‬
‫ﺑﻌﺾ ﺗﻠﻚ ﺍﳌﻌﺎﻳﲑ ﺍﳍﺎﻣﺔ ﻹﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﺍﻟﺸﺎﻣﻠﺔ‪ .‬ﻭ ﻛﻤﺎ ﻗﻠﻨﺎ ﳚﺐ ﺍﻻﻫﺘﻤﺎﻡ ﺑﻌﻤﻠﻨـﺎ ﻣـﻦ ﺍﻷﺳـﺎﺱ ﻻﻥ ﺍﻹﺩﺍﺭﺓ ﺇﺫﺍ ﻛﺎﻧـﺖ‬
‫ﻧﺎﺟﺤﺔ ﳝﻜﻨﻨﺎ ﺍﳊﺼﻮﻝ ﻋﻠﻰ ﺍﻵﻳﺰﻭ ﺃﻭ ﺃﻱ ﺷﻬﺎﺩﺓ ﻋﺎﳌﻴﺔ ﺃﺧﺮﻯ ﺑﺴﻬﻮﻟﺔ ﻃﺎﳌﺎ ﺃﻥ ﺍﻟﻌﻤﻞ ﻳﻘﻮﻡ ﻋﻠﻰ ﺃﺳﺲ ﺻﺤﻴﺤﺔ‪.‬‬
‫ﻭ ﰲ ﺁﺧﺮ ﺗﻌﺪﻳﻞ ﳌﻮﺍﺻﻔﺔ ﺍﻵﻳﺰﻭ ﰲ ‪‬ﺎﻳﺔ ﻋﺎﻡ ‪ ٢٠٠٠‬ﰎ ﺍﻟﺘﺄﻛﻴﺪ ﻋﻠﻰ ﺃﳘﻴﺔ ﺇﺩﺍﺭﺓ ﺍﳉـﻮﺩﺓ ﺍﻟـﺸﺎﻣﻠﺔ ‪ ،‬ﺣﻴـﺚ ﰎ ﺇﺟـﺮﺍﺀ‬
‫ﺑﻌﺾ ﺍﻟﺘﻐﻴﲑﺍﺕ ﰲ ﺑﻌﺾ ﺑﻨﻮﺩ ﺍﳌﻮﺍﺻﻔﺔ ﻟﺘﺄﻛﺪ ﻋﻠﻰ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﺑﺎﻋﺘﺒﺎﺭﻫﺎ ﺃﺳﺎﺳﺎ ﻟﻠﺤﺼﻮﻝ ﻋﻠﻰ ﺷﻬﺎﺩﺓ ﺍﻵﻳﺰﻭ‪.‬‬

‫‪١٣‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 

‫ﺗﺼﻤﻴﻢ‬

‫ﺍﻧﺘﺎﺝ‬ ‫ﺍﻧﺘﺎﺝ‬
‫ﺑﻴﻊ‬ ‫ﺑﻴﻊ‬ ‫ﺑﻴﻊ‬

١٤ ( ISO 9001:2000 ) ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ‬

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 ‫‪‬‬
‫ﺗﺘﻜﻮن ﺳﻠﺴﻠﺔ اﻵﯾﺰو ‪ ٢٠٠٠ : ٩٠٠٠‬ﻣﻦ اﻟﻤﻮاﺻﻔﺎت اﻟﺘﺎﻟﯿﺔ‬

‫ﺍﳌﻮﺍﺻﻔﺔ ﺍﻳﺰﻭ ‪ ٢٠٠٠ : ٩٠٠٠‬ﻣﺼﻄﻠﺤﺎﺕ ﻧﻈﻢ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‬

‫ﺍﳌﻮﺍﺻﻔﺔ ﺍﻳﺰﻭ ‪ ٢٠٠٠ : ٩٠٠١‬ﻣﺘﻄﻠﺒﺎﺕ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‬

‫ﺍﳌﻮﺍﺻﻔﺔ ﺍﻳﺰﻭ ‪ ٢٠٠٠ : ٩٠٠٤‬ﺇﺭﺷﺎﺩﺍﺕ ﻟﺘﺤﺴﲔ ﺃﺩﺍﺀ ﻧﻈﻢ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‬

‫‪١٥‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 ‫‪‬‬
‫‪‬‬ ‫‪‬‬
‫‪ ١٩٩٤ : ٩٠٠١ƒ‬ﻳﺒﲏ ﳕﻮﺫﺝ ﺍﳌﻮﺍﺻﻔﺔ ﻋﻠﻰ ‪ ٢٠٠٠ : ٩٠٠١ƒ‬ﻳﺒﲏ ﳕﻮﺫﺝ ﺍﳌﻮﺍﺻﻔﺔ ﻋﻠﻰ‬
‫ﳕﻮﺫﺝ ﺍﻟﻌﻤﻠﻴﺔ‬ ‫ﲢﺪﻳﺪ ‪ ٢٠‬ﻋﻨﺼﺮ ﳌﺘﻄﻠﺒﺎﺕ ﻧﻈﺎﻡ ﺍﳉﻮﺩﺓ‬
‫‪ ١٩٩٤ : ٩٠٠١ƒ‬ﳎﻤﻮﻋـــﺔ ﻣـــﻦ ﻣﻌـــﺎﻳﲑ ‪ ٢٠٠٠ : ٩٠٠١ƒ‬ﻳﺮﻛـــﺰ ﻋﻠـــﻰ ﺍﻟﺘﺤـــﺴﲔ‬
‫ﺍﳉﻮﺩﺓ ﺍﻟﻌﺎﳌﻴﺔ ﻳﺮﻛﺰ ﻋﻠـﻰ ﺗﻮﺛﻴـﻖ ﺍﻟﻌﻤﻠﻴـﺎﺕ ﺍﳌﺴﺘﻤﺮ ﻭﺭﺿﺎ ﺍﻟﻌﻤﻼﺀ‬
‫ﻭﺗﻄﺒﻴﻘﻬﺎ‬
‫‪ ١٩٩٤ : ٩٠٠٤ƒ‬ﺗﺴﺘﺨﺪﻡ ﻛﻤﺮﺷﺪ ﻟﺘﻄﺒﻴـﻖ ‪ ٢٠٠٠ : ٩٠٠٤ƒ‬ﺗـــــــﺴﺘﺨﺪﻡ ﻛﻤﺮﺷـــــــﺪ‬
‫ﻟﻠﻤﻨﻈﻤــﺎﺕ ﺍﻟــﱵ ﺗﺮﻏــﺐ ﺍﻟﺘﻮﺳــﻊ ﻭﲢــﺴﻦ‬ ‫ﺍﻵﻳﺰﻭ ‪١٩٩٤ : ٩٠٠١‬‬
‫ﺍﻟﻨﻈﺎﻡ ﺑﻌﺪ ﺗﻄﺒﻴﻖ ﺍﻵﻳﺰﻭ ‪٢٠٠٠ : ٩٠٠١‬‬
‫‪ƒ‬ﲣﺘــﺎﺭ ﺍﳌﻨﻈﻤــﺎﺕ ﺑــﲔ ﺍﳌﻮﺍﺻــﻔﺎﺕ ﺍﻟــﺜﻼﺙ ‪ƒ‬ﺍﳌﻨﻈﻤــﺎﺕ ﳍــﺎ ﺧﻴــﺎﺭ ﻭﺍﺣــﺪ ﻭﻫــﻮ ﺍﻵﻳــﺰﻭ‬
‫ﻟﻶﻳﺰﻭ ) ‪ ( ٩٠٠٣ ، ٢ ، ١‬ﺣﺴﺐ ﻃﺒﻴﻌﺔ ﻋﻤﻠﻬﺎ ‪ ٩٠٠١‬ﻟﻜـــﻦ ﳝﻜـــﻦ ﻟﻠﻤﻨﻈﻤـــﺎﺕ ﺃﻥ ﺗﻄﻠـــﺐ‬
‫ﺍﺳﺘﺜﻨﺎﺀﺍﺕ ﻣﻦ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﳌﺘﻌﺪﺩﺓ ﺑـﺸﺮﻁ ﺍﻻ‬
‫ﺗﺆﺛﺮ ﻋﻠﻰ ﻗﺪﺭﺓ ﺍﳌﻨﻈﻤـﺔ ﻋﻠـﻰ ﺗﻘـﺪﱘ ﻣﻨـﺘﺞ‬
‫ﻳﺘﻔﻖ ﻣﻊ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﻌﻤﻴﻞ ‪.‬‬

‫‪١٦‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 ‫‪‬‬
‫ﻧﻈــﺎﻡ ﺍﻵﻳــﺰﻭ ﲝــﺪ ﺫﺍﺗــﻪ ﻋﺒــﺎﺭﺓ ﻋــﻦ ﺃﺩﺍﺓ ﺃﻭ ﻭﺳــﻴﻠﺔ ﻟﺘــﺼﺤﻴﺢ‬ ‫•‬
‫ﺍﻷﺧﻄﺎﺀ ﻭﺿﻤﺎﻥ ﻋﺪﻡ ﺗﻜﺮﺍﺭﻫﺎ‪.‬‬
‫ﻧﻈــﺎﻡ ﳛــﺪﺩ ﺍﳌــﺴﺆﻭﻟﻴﺎﺕ ﺍﻹﺩﺍﺭﻳــﺔ ﻭﺍﻟــﺼﻼﺣﻴﺎﺕ ﻭﺍﶈﺎﺳــﺒﺔ ﻋﻠــﻰ‬ ‫•‬
‫ﺍﻷﺧﻄﺎﺀ‪.‬‬
‫ﻳﺆﺳــﺲ ﺃﺳــﻠﻮﺏ ﺇﺣــﺼﺎﺋﻲ ﳝﻜــﻦ ﺍﳌﺆﺳــﺴﺔ ﻣــﻦ ﺗﻘﻴــﻴﻢ ﻭﻓﻬــﻢ ﻧﻈــﻢ‬ ‫•‬
‫ﺍﳌﻌﻠﻮﻣﺎﺕ ﺩﺍﺧﻞ ﺍﳌﺆﺳﺴﺔ ﺗﺴﺎﻋﺪ ﻋﻠﻰ ﺍﲣﺎﺫ ﺍﻟﻘﺮﺍﺭﺍﺕ ﺍﻟﺼﺎﺋﺒﺔ‪.‬‬
‫ﻧﻈـﺎﻡ ﺭﻗﺎﺑــﺔ ﻭﺗﻔﺘـﻴﺶ ﻟﻠﺘﺄﻛــﺪ ﻣـﻦ ﻣــﺪﻯ ﲢﻘﻴـﻖ ﺷــﺮﻭﻁ ﺍﳉــﻮﺩﺓ‬ ‫•‬
‫ﻟﺘﻠﺒﻴﺔ ﺭﻏﺒﺎﺕ ﺍﻟﻌﻤﻼﺀ ﻭﺍﳌﺴﺘﻬﻠﻜﲔ‪.‬‬

‫‪١٧‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 ‫‪‬‬

‫• ﺗﻌﺘــﱪ ﺍﳌــﺪﺧﻞ ﻟــﺪﻭﻝ ﺍﻻﲢــﺎﺩ ﺍﻷﻭﺭﰊ ﻭﺍﻟﻮﻻﻳــﺎﺕ ﺍﳌﺘﺤــﺪﺓ ﺍﻷﻣﺮﻳﻜﻴــﺔ ﻭﻛﻨــﺪﺍ‪،‬‬

‫ﻓﺎﳊﺼﻮﻝ ﻋﻠﻰ ﻫﺬﻩ ﺍﻟﺸﻬﺎﺩﺓ ﳝﻨﺢ ﺍﳌﺆﺳﺴﺔ ﺍﻟﱵ ﺣﺼﻠﺖ ﻋﻠﻴﻬـﺎ ﺍﳊـﻖ ﰲ ﺩﺧـﻮﻝ‬
‫ﻫﺬﻩ ﺍﻷﺳﻮﺍﻕ ﺍﻟﻀﺨﻤﺔ‪ ،‬ﻓﻬـﻲ ﺗﻌﻄـﻲ ﻣﻴـﺰﺓ ﺗﻨﺎﻓـﺴﻴﺔ ﻟﻠﻤﺆﺳـﺴﺎﺕ ﺍﻟـﱵ ﺣـﺼﻠﺖ‬
‫ﻋﻠﻴﻬﺎ‪.‬‬
‫• ﺗﺴﻬﻴﻞ ﺍﻟﺘﺒﺎﺩﻝ ﺍﻟﺘﺠﺎﺭﻱ ﻭ ﺗﻮﺣﻴﺪ ﺍﻷﳕﺎﻁ ﻭ ﺍﻷﺳﺲ ﺍﳌﺘﺒﻌﺔ ﰲ ﺃﺭﺟﺎﺀ ﺍﻟﻌﺎﱂ‪.‬‬
‫• ﻛﻤﺎ ﺃ‪‬ﺎ ﺍﳋﻄﻮﺓ ﺍﻷﻭﱃ ﻟﺘﻄﺒﻴﻖ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﺍﻟﺸﺎﻣﻠﺔ ﺑﺎﻟﺮﻏﻢ ﻣﻦ ﻋﺠﺰﻫﺎ ﻋـﻦ‬
‫ﺗﻄﺒﻴﻖ ﻣﺒﺎﺩﺉ ﻣﺜﻞ ﺍﻟﺘﺤﺴﲔ ﺍﳌﺴﺘﻤﺮ‪ ،‬ﺇﻻ ﺃ‪‬ﺎ ﺗﺴﺎﻋﺪ ﰲ ﺗﻮﺿﻴﺢ ﺍﻟﻮﺿـﻊ ﺍﳊـﺎﱄ‬
‫ﻟﻸﺩﺍﺀ ﻓﻬﻲ ﺗﻘﻮﻡ ﺑﺘﻮﺛﻴﻖ ﻛﺎﻣﻞ ﺃﺩﺍﺀ ﺍﳌﺆﺳﺴﺔ ﻭﺇﻧـﺸﺎﺀ ﺩﻟﻴـﻞ ﺍﳉـﻮﺩﺓ ‪ ،‬ﻭﻣـﻦ ﻫﻨـﺎ‬
‫ﳝﻜــﻦ ﺍﻻﻧﻄــﻼﻕ ﳓــﻮ ﺗﻄﺒﻴــﻖ ﺇﺩﺍﺭﺓ ﺍﳉــﻮﺩﺓ ﺍﻟــﺸﺎﻣﻠﺔ ﺍﻟــﱵ ﲤﺘﻠــﻚ ﺍﻷﺩﻭﺍﺕ‬
‫ﻭﺍﻷﺳﺎﻟﻴﺐ ﺍﻟﱵ ﲤﻜﻦ ﻣﻦ ﲢﻘﻴﻖ ﻫﺬﺍ ﺍﻟﺘﺤﺴﲔ‪.‬‬

‫‪١٨‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 ‫‪‬‬
‫ﺇﻥ ﻧﻈﺎﻡ ﺍﳉﻮﺩﺓ ﺍﳉﻴﺪ ﺳﻴﺆﺩﻱ ﺇﱃ ﳑﺎﺭﺳﺎﺕ ﺇﺩﺍﺭﻳﺔ ﺟﻴﺪﻩ ﲢﻘﻖ‬
‫ﻣﺘﻄﻠﺒﺎﺕ ﺍﳋﺪﻣﺎﺕ ﻭﺍﳌﻨﺘﺠﺎﺕ ﺍﶈﺪﺩﺓ ﻣﻦ ﻗﺒﻞ ﺍﻟﻌﻤﻴﻞ ﺑﺘﻤﺎﺛﻞ ﻭﺛﺒﺎﺕ‬
‫ﻭﺩﻭﻥ ﺗﺬﺑﺬﺏ ﺃﻭ ﺍﺿﻄﺮﺍﺏ‪.‬‬

‫• ﻻ ﳝﻜﻦ ﺍﶈﺎﻓﻈﺔ ﻋﻠﻰ ﻣـﺴﺘﻮﻯ ﺛﺎﺑـﺖ ﻟﻠﺠـﻮﺩﺓ ﰲ ﻏﻴـﺎﺏ ﻧﻈـﺎﻡ ﺟـﻮﺩﺓ‬

‫ﻣﻮﺛﻖ ﻭﻣﻄﺒﻖ‪.‬‬
‫• ﻻ ﻳﻮﺟـﺪ ﺳـﺒﺐ ﻳــﺪﻓﻊ ﻓـﺮﺩﺍﹰ ﺣﺮﻳــﺼﺎﹰ ﻋﻠـﻰ ﻭﻇﻴﻔﺘــﻪ ﻟﻠﻘﻴـﺎﻡ ﺑﺄﻋﻤﺎﻟــﻪ‬
‫ﺑﻄﺮﻳﻘﺔ ﲣﺘﻠﻒ ﻋﻦ ﺍﻟﻄﺮﻳﻘﺔ ﺍﳌﻮﺛﻘﺔ ﻭﺍﳌﺴﻠﻤﺔ ﺇﻟﻴﻪ ﺑﻌﺪ ﺗﻠﻘﻴﻪ ﺗﺪﺭﻳﺒﺎﹰ‬
‫ﻛﺎﻓﻴﺎﹰ ﻋﻠﻴﻬﺎ‬

‫‪١٩‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 ‫‪‬‬
‫*ﲣﻄﻂ )ﻗﻞ ﻣﺎ ﺗﻔﻌﻞ ‪( PLAN‬‬
‫* ﺗﻨﻔﺬ )ﺍﻓﻌﻞ ﻣﺎ ﺗﻘﻮﻝ ‪( DO‬‬
‫* ﺍﻓﺤﺺ ﻭﺳﺠﻞ )ﺑﺮﻫﻦ ﻋﻠﻰ ﻣﺎ ﺗﻘﻮﻝ ‪( CHICK‬‬
‫* ﺗﻘﻮﻡ )ﺗﻌﻠﻢ ﻣﻦ ﺍﻷﺧﻄﺎﺀ ﻭﺣﺴﻦ ﻭﻃﻮﺭ ﺍﻟﻌﻤﻞ‪( ACT‬‬

‫‪٢٠‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 



 (The Work) ‫ﳎﻤﻮﻋﺔ ﺧﺎﺻﺔ ﺑﻄﺮﻕ ﺍﻟﻌﻤﻞ‬

(People) ‫ﳎﻤﻮﻋﺔ ﺧﺎﺻﺔ ﺑﺎﻟﻌﺎﻣﻠﲔ‬

 (System) ‫ﳎﻤﻮﻋﺔ ﺧﺎﺻﺔ ﺑﺎﻟﻨﻈﺎﻡ‬

‫ﳎﻤﻮﻋﺔ ﺧﺎﺻﺔ ﺑﺎﳌﻌﻠﻮﻣﺎﺕ‬



٢١ ( ISO 9001:2000 ) ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ‬

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 
Ž
٢٢ ( ISO 9001:2000 ) ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ‬

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 ‫‪‬‬
‫• ﻣﺎذا ﯾﻌﻨﻲ ﺗﻮﺛﯿﻖ ﻧﻈﺎم إدارة اﻟﺠﻮدة ؟‬

‫ﻛﺘﺎﺑﺔ ﻛﻞ ﻣﺎ ﻳﺘﻌﻠﻖ ﺑﻨﻈﺎﻡ ﺍﳉﻮﺩﺓ ﻣﻦ‪-:‬‬

‫) ﺳﻴﺎﺳﺔ ‪ /‬ﺃﻫﺪﺍﻑ ‪ /‬ﺃﺩﻟﺔ ﻋﻤﻞ ‪ /‬ﻫﻴﻜﻞ ﺗﻨﻈﻴﻤﻲ ‪ /‬ﻭﺻﻒ‬
‫ﻭﻇﻴﻔﻲ ‪ /‬ﻋﻤـــــﻠﻴﺎﺕ ﺗﺸﻐﻴﻠﻴﺔ ‪ /‬ﺇﺟﺮﺍﺀﺍﺕ ‪ /‬ﺗﻌﻠﻴﻤﺎﺕ ﻋﻤﻞ‬
‫‪ /‬ﺧﻄﻂ ‪ /‬ﺗﻘﺎﺭﻳﺮ ‪ /‬ﺳﺠــــﻼﺕ (‬
‫ﻋﻠﻰ ﻭﺭﻕ ﻣﻄﺒﻮﻉ ﺃﻭ ﻋﻠﻰ ﻭﺳﺎﺋﻂ ﺍﻟﻜﺘﺮﻭﻧﻴــــــﺔ‬

‫‪٢٣‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 

٢٤ ( ISO 9001:2000 ) ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ‬

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 ‫• ﺍﳌﺴﺘﻮﻯ ﺍﻷﻭﻝ ‪ :‬ﺩﻟﻴﻞ ﺍﳉﻮﺩﺓ ‪:‬‬
‫ﻭ ﻳﺘﻀﻤﻦ ﻋﺎﺩﺓ ) ﺑﺪﻭﻥ ﺗﻔﺼﻴﻼﺕ(‪:‬‬
‫ﺳﻴﺎﺳﺔ ﻭ ﻧﻈﺎﻡ ﺍﳉﻮﺩﺓ‬ ‫«‬
‫ﻣﻌﻠﻮﻣﺎﺕ ﻋﻦ ﻫﻴﻜﻞ ﺍﳉﻮﺩﺓ ﰲ ﺍﳌﻨﻈﻤﺔ‪.‬‬ ‫«‬
‫ﻣﻌﻠﻮﻣﺎﺕ ﻋﻦ ﺍﳌﺴﺆﻭﻟﻴﺎﺕ ﻟﻸﻓﺮﺍﺩ ﺍﻟﻘﺎﺋﻤﲔ ﺑﻌﻤﻠﻴﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪.‬‬ ‫«‬
‫ﺇﻃﺎﺭ ﻋﺎﻡ ﻟﻜﻴﻔﻴﺔ ﻣﻘﺎﺑﻠﺔ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻵﻳﺰﻭ ‪٩٠٠٠‬‬ ‫«‬
‫ﺃﻱ ﻣﻌﻠﻮﻣﺎﺕ ﺗﺴﻮﻳﻘﻴﺔ ﺇﺿﺎﻓﻴﺔ‪.‬‬ ‫«‬

‫• ﺍﳌﺴﺘﻮﻯ ﺍﻟﺜﺎﱐ ‪ :‬ﺇﺟﺮﺍﺀﺍﺕ ﻧﻈﺎﻡ ﺍﳉﻮﺩﺓ‬

‫ﻭ ﻫﻲ ﻋﺒﺎﺭﺓ ﻋﻦ ﻭﺛﺎﺋﻖ ﻳﻮﺿﺢ ﻛﻞ ﻣﻨﻬﺎ ﻃﺮﻳﻘﺔ ﳏﺪﺩﺓ ﻹﳒﺎﺯ ﻧﺸﺎﻁ‬
‫ﻣﺎ ‪ .‬ﻭ ﺃﻳﻀﺎ ﺍﻷﻧﺸﻄﺔ ﺍﻟﱵ ﺗﻘﻮﻡ ‪‬ﺎ ﺍﳌﻨﻈﻤﺔ ﺑﻀﺒﻂ ﺍﻟﻌﻤﻠﻴﺎﺕ ﰲ ﻛـﻞ‬
‫ﺩﺍﺋﺮﺓ ﻭ ﻣﺎ ﻫﻲ ﺍﻷﻧﺸﻄﺔ ﺍﻟﻼﺯﻣﺔ ﻟﻔﺤﺺ ﺗﻮﻛﻴﺪ ﺍﳉﻮﺩﺓ ‪.‬‬

‫‪٢٥‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 ‫• ﺍﳌﺴﺘﻮﻯ ﺍﻟﺜﺎﻟﺚ ‪ :‬ﺗﻌﻠﻴﻤﺎﺕ ﺍﻟﻌﻤﻞ‬
‫ﻭ ﻫﻲ ﻋﺒﺎﺭﺓ ﻋﻦ ﻭﺛﺎﺋﻖ ﻳﻌﻄﻲ ﻛﻞ ﻣﻨـﻬﺎ ﺗﻌﻠﻴﻤـﺎﺕ ﺗﻔـﺼﻴﻠﻴﺔ ﺧﻄـﻮﺓ ﺧﻄـﻮﺓ‪ ،‬ﺣـﻮﻝ‬
‫ﻣﻬﺎﻡ ﺍﻟﻌﻤﻞ ﺍﻟﻔﺮﺩﻳﺔ ﺫﺍﺕ ﺍﻟﻌﻼﻗﺔ ﺑﺄﺣﺪ ﺍﻷﻧﺸﻄﺔ ﺍﻟﱵ ﲤﺎﺭﺳﻬﺎ ﺍﳌﺆﺳﺴﺔ‪.‬‬

‫• ﺍﳌﺴﺘﻮﻯ ﺍﻟﺮﺍﺑﻊ ‪ :‬ﺳﺠﻼﺕ ﻭﳕﺎﺫﺝ ﺍﳉﻮﺩﺓ‬

‫ﺳﺠﻼﺕ ﺍﳉﻮﺩﺓ ﻫﻲ ﻋﺒﺎﺭﺓ ﻋﻦ ﻭﺛﺎﺋﻖ ﻳﻘﺪﻡ ﻛﻞ ﻣﻨﻬﺎ ﺩﻟـﻴﻼ ﻣﻮﺿـﻮﻋﻴﺎ ﻋﻠـﻰ ﺗﻠﺒﻴـﺔ‬
‫ﻣﺘﻄﻠﺒﺎﺕ ﳏﺪﺩﺓ‪ ،‬ﺃﻣﺎ ﺍﻟﻮﺛﺎﺋﻖ ﺍﻹﺭﺷﺎﺩﻳﺔ ﻓﻬﻲ ﺗﺰﻭﺩ ﻣﻌﻠﻮﻣﺎﺕ ﺗﺘﻌﻠﻖ ﺑﺘﻨﻔﻴﺬ ﺃﻧﺸﻄﺔ‬
‫ﳏﺪﺩﺓ ﺿﻤﻦ ﻧﻈﺎﻡ ﺍﳉﻮﺩﺓ ‪ ،‬ﻭﺗﺸﻤﻞ ﻟﻮﺍﺋﺢ ﺍﳌﻮﺍﺻﻔﺎﺕ ﻭ ﺧﻄﻂ ﺍﳉـﻮﺩﺓ ‪ ،‬ﻭﺧﻄـﻂ‬
‫ﺍﻟﺘﺼﻤﻴﻢ ﻭ ﺍﻟﺘﻄﻮﻳﺮ ﻭ ﺍﻟﺘﻔﺘﻴﺶ ﻭ ﺍﻻﺧﺘﺒﺎﺭ ‪...‬‬

‫‪٢٦‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 ‫‪‬‬
‫ﺍﻟﺘﻌﺮﻳﻒ ‪ ) :‬ﺍﺳﻢ ﺍﻟﻮﺛﻴﻘﺔ ‪ /‬ﺭﻗﻢ ﺍﻟﻮﺛﻴﻘﺔ ‪ /‬ﻣﻮﻗﻒ ﺍﻹﺻﺪﺍﺭ ‪ /‬ﺭﻗﻢ ﺍﻟﻨـــﺴﺨﺔ ‪/‬‬ ‫‪.١‬‬
‫ﺭﻗﻢ ﺍﻟﺼﻔﺤﺔ ( ‪٠‬‬
‫ﻋﺪﻡ ﺍﻟﺘﻌﺎﺭﺽ ﻣﻊ ﺍﻟﻠﻮﺍﺋﺢ ﻭﺍﻟﻘﻮﺍﻧﲔ ‪٠‬‬ ‫‪.٢‬‬
‫ﺳﻬﻮﻟﺔ ﺍﻟﻔﻬﻢ ‪٠‬‬ ‫‪.٣‬‬
‫ﺍﻟﻮﺿﻮﺡ ﻭﻭﺣﺪﺍﻧﻴﺔ ﺍﻟﻔﻬﻢ ﻭﺍﳌﻌﲏ ‪٠‬‬ ‫‪.٤‬‬
‫ﺍﻟﺸﻤﻮﻟﻴﺔ ) ﺗﺘﻨﺎﻭﻝ ﻛﻞ ﺍﻷﻣﻮﺭ ﺍﳌﺘﻌﻠﻘﺔ ﺑﺎﳌﻮﺿﻮﻉ ( ‪٠‬‬ ‫‪.٥‬‬
‫ﺗﻮﺍﻓﻖ ﺍﻟﺘﻌﻠﻴﻤﺎﺕ ﻣﻊ ﺍﻹﺟﺮﺍﺀﺍﺕ ﻭﺍﻹﺟﺮﺍﺀﺍﺕ ﻣﻊ ﺩﻟﻴﻞ ﺳﻴﺎﺳﺔ ﺍﳉﻮﺩﺓ‪.‬‬ ‫‪.٦‬‬
‫ﺗﺘﻀﻤﻦ ﺍﻹﺷﺎﺭﺓ ﺇﱄ ﻛﻞ ﺍﳌﺮﺍﺟﻊ ﻭﺍﻟﻮﺛﺎﺋﻖ ﺫﺍﺕ ﺍﻟﺼﻠﺔ ) ﻣﻮﺍﺻـــﻔﺎﺕ ﺩﻭﻟﻴﺔ ‪/‬‬ ‫‪.٧‬‬
‫ﺩﻟﻴﻞ ﺍﳉﻮﺩﺓ ‪ /‬ﺇﺟﺮﺍﺀﺍﺕ ‪ /‬ﺗﻌﻠﻴﻤﺎﺕ ‪ /‬ﳕﺎﺫﺝ ﻭﺳﺠﻼﺕ ( ‪٠‬‬

‫‪٢٧‬‬ ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ ) ‪( ISO 9001:2000‬‬

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 

٢٨ ( ISO 9001:2000 ) ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ‬

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 ‫ﻧﮭﺎﯾﺔ اﻟﺸﺮاﺋﺢ‬

٢٩ ( ISO 9001:2000 ) ‫ﺩﻭﺭﺓ ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻃﺒﻘﺎﹰ ﳌﻌﺎﻳﲑ‬

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