GB/T19001-2016理解相关方的需求和期望

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相关方对组织稳定提供符合顾客要求及适用的法律法规要求的产品和服务的能力具有影响或潜在影响。因此相关方分析成为企业战略管理中组织环境分析的重要内容。质量管理体系中的“有关的相关方”，主要是指对质量管理体系实现预期结果的能力有影响的相关方。引入“有关的相关方”这一概念的目的是要求企业在经营管理过程中，应识别和分析不同相关方的重要程度，有针对性地加以区别对待。必须看到企业与各种力量之间的互动关系，更多地关心企业的社会责任，更多地考虑各有关相关方的要求和期望对组织的影响和潜在影响

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Relevant parties have an impact or potential impact on the organization's ability to stably provide products and services that meet customer requirements and applicable legal and regulatory requirements.
Therefore, stakeholder analysis has become an important part of organizational environment analysis in enterprise strategic management.

The "relevant parties" in the quality management system mainly refer to those who have an impact on the ability of the quality management system to achieve the expected results.
The purpose of introducing the concept of "relevant stakeholders" is to require enterprises to identify and analyze the importance of different stakeholders in their business management process, and to treat them differently in a targeted manner.
It is necessary to see the interactive relationship between the enterprise and various forces, pay more attention to the social responsibility of the enterprise, and consider the impact and potential impact of the requirements and expectations of all relevant parties on the organization

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相关方的概念超越了仅关注顾客，这至关重要。

本次标准修订后首次明确提出理解相关方的需求和期望，在标准的“引言”部分的图2中，过程的输入在08版“顾客要求”的基础上，增加了“有关相关方的需求和期望

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The concept of stakeholders goes beyond just focusing on customers, which is crucial.



For the first time since the revision of this standard, it is explicitly proposed to understand the needs and expectations of relevant parties. In Figure 2 of the "Introduction" section of the standard, the input of the process is based on the "Customer Requirements" in version 08, and the "Needs and Expectations of Relevant Parties" is added

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相关方其要求和期望与组织的决策或活动有关。

相关方既可以影响组织的决策和活动，也可能受组织决策或活动的影响。


如涉及利益有关，则相关方既可能从组织的决策或活动中收益，也可能从组织的决策或活动中受到负面影响或损失

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The requirements and expectations of relevant parties are related to the decisions or activities of the organization.
Interested parties can influence the decisions and activities of the organization, as well as be influenced by the organization's decisions or activities.

If interests are involved, the relevant parties may benefit from the organization's decisions or activities, as well as suffer negative impacts or losses from the organization's decisions or activities

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理解相关方的要求相关方的要求看很多方面，可包括：顾客对事物的要求，如符合性，价格，安全性、与顾客或外部供应而达成的合同、和社区团体或非政府组织的协议、组织复约合同的承担义务等

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Understanding the requirements of relevant parties can be seen in many aspects, including customer requirements for things such as compliance, price, safety, contracts reached with customers or external suppliers, agreements with community groups or non-governmental organizations, and the obligations of organizational contracts

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相关方要求的确定为了解相关方的需求及期望，组织可能需要开展下列活动：

①通过某些方式收集信息，如头脑风暴、水平对比、市场调查、监视顾客需求、期望及满意程度等；

②建立确定相关性的准则；

③利用所制定的准则，判定可能性和相关要求

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To understand the needs and expectations of relevant parties, the organization may need to carry out the following activities:



① Collect information through certain methods, such as brainstorming, level comparison, market research, monitoring customer needs, expectations, and satisfaction levels;



② Establish criteria for determining correlation;



③ Using the established criteria to determine likelihood and related requirements