‫ﺍﻝﻤﻭﺍﺼﻔﺔ ﺍﻝﻘﻴﺎﺴﻴﺔ ﺍﻝﺩﻭﻝﻴﺔ ‪ISO 9001:2008‬‬

‫ﺃﻨﻅﻤﺔ ﺇﺩﺍﺭﺓ ﺍﻝﺠﻭﺩﺓ – ﻤﺘﻁﻠﺒﺎﺕ‬

‫)‪(Quality management systems – Requirements‬‬
‫ﺍﻹﺼﺩﺍﺭ ﺍﻝﺭﺍﺒﻊ‪٢٠٠٨/١١/١٥ ،‬‬

‫ﺘﺭﺠﻡ ﺍﻝﺘﻌﺩﻴﻼﺕ ﺍﻝﺘﻲ ﺃﺩﺨﻠﺕ ﺇﻝﻰ ﻫﺫﺍ ﺍﻹﺼﺩﺍﺭ‪ :‬ﺍﻝﺩﻜﺘﻭﺭ ﺍﻝﻤﻬﻨﺩﺱ ﻤﺄﻤﻭﻥ ﺍﻝﺴﻠﻁﻲ *‬
‫ﻴﻌﺘﻤﺩ ﺍﻝﻨﺹ ﻋﻠﻰ ﺘﺭﺠﻤﺔ ﺍﻹﺼﺩﺍﺭ ﺍﻝﺴﺎﺒﻕ ﻝﻠﻤﻭﺍﺼﻔﺔ ﻤﻥ ﻗ‪‬ﺒل ‪ :‬ﺍﻝﺩﻜﺘﻭﺭ ﻤﺄﻤﻭﻥ ﺍﻝﺴﻠﻁﻲ ﻭﺍﻝﻤﻬﻨﺩﺴﺔ ﺴﻬﻴﻼ ﺍﻝﻴﺎﺱ‬ ‫*‬

‫‪ -١‬ﺍ‪‬ﺎﻝ )‪:(Scope‬‬
‫‪ -١-١‬ﻋﻤﻮﻣﻴﺎﺕ )‪:(General‬‬
‫ﺕ ﻟﻨﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺟﻮﺩﺓ‪ ،‬ﺃﻳﻨﻤﺎ‪:‬‬
‫ﲢﺪ‪‬ﺩ ﻫﺬﻩ ﺍﳌﻮﺍﺻﻔﺔ ﺍﻟﻘﻴﺎﺳﻴﺔ ﺍﻟﺪﻭﻟﻴﺔ ﻣﺘﻄﻠﺒﺎ ‪‬‬
‫‪ (a‬ﲢﺘﺎﺝ ﺍﳌﺆﺳﺴﺔ ﺇﱃ ﺇﻇﻬﺎﺭ ﻣﻘﺪﺭ‪‬ﺎ ﻋﻠﻰ ﺗﻘﺪﱘ ﻣﻨﺘﺞ ﻳﻠﱯ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺰﺑﻮﻥ‪ ،‬ﻭﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﺘـﺸﺮﻳﻌﻴﺔ ﻭﺍﻟﻘﺎﻧﻮﻧﻴـﺔ ﺳـﺎﺭﻳﺔ‬
‫ﺍﳌﻔﻌﻮﻝ‪ ،‬ﺑﺸﻜﻞ ﺩﺍﺋﻢ‪.‬‬
‫‪ (b‬ﺪﻑ ﺍﳌﺆﺳﺴﺔ ﺇﱃ ﺗﻌﺰﻳﺰ ﺭﺿﺎ ﺍﻟﺰﺑﻮﻥ ﻣﻦ ﺧﻼﻝ ﺍﻟﺘﻄﺒﻴﻖ ﺍﻟﻔﻌﺎﻝ ﻟﻠﻨﻈﺎﻡ‪ ،‬ﲟﺎ ﰲ ﺫﻟﻚ ﻋﻤﻠﻴﺎﺕ ﺍﻟﺘﺤـﺴﲔ ﺍﳌﺘﺘـﺎﺑﻊ ﳍـﺬﺍ‬
‫ﺍﻟﻨﻈﺎﻡ‪ ،‬ﻭﺿﻤﺎﻥ ﺍﳌﻄﺎﺑﻘﺔ ﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﺰﺑﻮﻥ ﻭﻟﻠﻤﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﺸﺮﻳﻌﻴﺔ ﻭﺍﻟﻘﺎﻧﻮﻧﻴﺔ ﺳﺎﺭﻳﺔ ﺍﳌﻔﻌﻮﻝ‪.‬‬
‫ﻣﻼﺣﻈﺔ ‪ -١‬ﻳﻨﻄﺒﻖ ﻣﺼﻄﻠﺢ "ﺍﳌﻨﺘﺞ" ﰲ ﻫﺬﻩ ﺍﳌﻮﺍﺻﻔﺔ ﺍﻟﻘﻴﺎﺳﻴﺔ ﺍﻟﺪﻭﻟﻴﺔ ﻓﻘﻂ ﻋﻠﻰ‪:‬‬
‫‪ (a‬ﺍﳌﻨﺘﺞ ﺍﳌﻌ ‪‬ﺪ ﻟﺰﺑﻮﻥ ﻣﺎ‪ ،‬ﺃﻭ ﺍﳌﻄﻠﻮﺏ ﻣﻦ ‪‬ﻗ‪‬ﺒﻠﻪ‪.‬‬
‫ﺝ ﻣﻘﺼﻮﺩ ﻳ‪‬ﻨﺘﺞ ﻋﻦ ﻋﻤﻠﻴﺎﺕ ﲢﻘﻴﻖ ﺍﳌﻨﺘﺞ‪.‬‬ ‫‪ (b‬ﺃﻱ ﺧﺮ ﹴ‬
‫ﻣﻼﺣﻈﺔ ‪ -٢‬ﳝﻜﻦ ﺍﻟﺘﻌﺒﲑ ﻋﻦ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﺸﺮﻳﻌﻴﺔ ﻭﺍﻟﻘﺎﻧﻮﻧﻴﺔ ﺑﺎﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﻘﺎﻧﻮﻧﻴﺔ‪.‬‬

‫‪ -٢-١‬ﺍﻟﺘﻄﺒﻴﻖ )‪:(Application‬‬
‫ﺇﻥ ﲨﻴﻊ ﻣﺘﻄﻠﺒﺎﺕ ﻫﺬﻩ ﺍﳌﻮﺍﺻﻔﺔ ﺍﻟﻘﻴﺎﺳﻴﺔ ﺍﻟﺪﻭﻟﻴﺔ ﻫﻲ ﻣﺘﻄﻠﺒﺎﺕ ﻋﺎﻣﺔ‪ ،‬ﻣﻌﺪ‪‬ﺓ ﲝﻴﺚ ﺗﻜﻮﻥ ﻗﺎﺑﻠﺔ ﻟﻠﺘﻄﺒﻴﻖ ﰲ ﲨﻴﻊ ﺍﳌﺆﺳﺴﺎﺕ ﺑﻐﺾ‬
‫ﺍﻟﻨﻈﺮ ﻋﻦ ﻧﻮﻋﻬﺎ‪ ،‬ﻭﺣﺠﻤﻬﺎ‪ ،‬ﻭﺍﳌﻨﺘﺠﺎﺕ ﺍﻟﱵ ﺗﻘﺪﻣﻬﺎ‪.‬‬
‫ﺐ ﻣﺎ‪ ،‬ﺃﻭ ﺃﻛﺜﺮ‪ ،‬ﻣﻦ ﻣﺘﻄﻠﺒﺎﺕ ﻫﺬﻩ ﺍﳌﻮﺍﺻﻔﺔ ﺍﻟﻘﻴﺎﺳﻴﺔ ﺍﻟﺪﻭﻟﻴﺔ ﺑﺴﺒﺐ ﻃﺒﻴﻌﺔ ﺍﳌﺆﺳﺴﺔ ﻭﻣﻨﺘﺠﻬﺎ‪ ،‬ﻓﺈﻧـﻪ‬
‫ﻋﻨﺪﻣﺎ ﻻ ﳝﻜﻦ ﺗﻄﺒﻴﻖ ﻣﺘﻄﻠ ﹴ‬
‫ﳝﻜﻦ ﺍﻟﻨﻈﺮ ﰲ ﺍﺳﺘﺒﻌﺎﺩ ﻫﺬﺍ ﺍﳌﺘﻄﻠﺐ‪/‬ﻫﺬﻩ ﺍﳌﺘﻄﻠﺒﺎﺕ‪.‬‬
‫ﺐ ﻣﺎ‪ ،‬ﺃﻭ ﺃﻛﺜﺮ‪ ،‬ﻓﺈﻥ ﺍﻟﺘﺼﺮﻳﺢ ﺑﺎﳌﻄﺎﺑﻘﺔ ﳍﺬﻩ ﺍﳌﻮﺍﺻﻔﺔ ﺍﻟﻘﻴﺎﺳﻴﺔ ﺍﻟﺪﻭﻟﻴﺔ ﻻ ﻳ‪‬ﻌﺘﱪ ﻣﻘﺒـﻮﻻﹰ‪ ،‬ﺇﻻ ﺇﺫﺍ ﻛـﺎﻥ‬
‫ﻋﻨﺪﻣﺎ ﻳﺘﻢ ﺍﺳﺘﺒﻌﺎﺩ ﻣﺘﻄﻠ ﹴ‬
‫ﺍﻻﺳﺘﺒﻌﺎﺩ ﻣﻘﺘﺼﺮﹰﺍ ﻋﻠﻰ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﻮﺍﺭﺩﺓ ﺿﻤﻦ ﺍﻟﻔﻘﺮﺓ )‪ ،(٧‬ﻭﻛﺎﻥ ﻣﺜﻞ ﻫﺬﺍ ﺍﻻﺳﺘﺒﻌﺎﺩ ﻻ ﻳ‪‬ﺆﱢﺛﺮ ﻋﻠﻰ ﻣﻘﺪﺭﺓ ﺍﳌﺆﺳـﺴﺔ‪ ،‬ﺃﻭ ﻋﻠـﻰ‬
‫ﻣﺴﺆﻭﻟﻴﺘﻬﺎ ﲡﺎﻩ ﺗﻘﺪﱘ ﻣﻨﺘﺞ ﻳﻠﱯ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺰﺑﻮﻥ ﻭﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﺸﺮﻳﻌﻴﺔ ﻭﺍﻟﻘﺎﻧﻮﻧﻴﺔ ﺳﺎﺭﻳﺔ ﺍﳌﻔﻌﻮﻝ‪.‬‬

‫‪ -٢‬ﺍﳌﺮﺍﺟﻊ ﺍﳌﻌﻴﺎﺭﻳﺔ )‪:(Normative references‬‬

‫ﺗ‪‬ﻌﺘﲑ ﺍﻟﻮﺛﺎﺋﻖ ﺍﻟﺘﺎﻟﻴﺔ ﺍﳌﺸﺎﺭ ﺇﻟﻴﻬﺎ ﺃﺳﺎﺳﻴﺔ ﻟﺘﻄﺒﻴﻖ ﻫﺬﻩ ﺍﻟﻮﺛﻴﻘﺔ‪ .‬ﺑﺎﻟﻨﺴﺒﺔ ﻟﻠﻤﺮﺍﺟﻊ ﺍﳌﺆ ‪‬ﺭﺧﺔ )ﺍﳌﺸﺎﺭ ﺇﻟﻴﻬﺎ ﰲ ﻫﺬﻩ ﺍﳌﻮﺍﺻـﻔﺔ(‪ ،‬ﻓﺈﻧﻪ ﺗﻨﻄﺒـﻖ‬
‫ﻓﻘﻂ ﺍﻹﺻﺪﺍﺭﺍﺕ ﺍﳌﺬﻛﻮﺭﺓ ﻟﻜﻞ ﻣﻨﻬﺎ‪ .‬ﺃﻣﺎ ﺑﺎﻟﻨﺴﺒﺔ ﻟﻠﻤﺮﺍﺟﻊ ﻏﲑ ﺍﳌﺆﺭ‪‬ﺧﺔ‪ ،‬ﻓﺈﻧﻪ ﻳﻨﻄﺒﻖ ﺍﻹﺻﺪﺍﺭ ﺍﻷﺧﲑ ﻟﻠﻮﺛﻴﻘﺔ ﺍﳌﺸﺎﺭ ﺇﻟﻴﻬﺎ )ﲟﺎ ﰲ‬
‫ﺫﻟﻚ ﺃﻳﺔ ﺗﻌﺪﻳﻼﺕ ﺃﹸﺩﺧﻠﺖ ﺇﻟﻴﻬﺎ(‪.‬‬

‫‪1/16‬‬ ‫ﻤﻼﺤﻅﺔ‪ :‬ﺍﻝﻌﺒﺎﺭﺍﺕ ﺍﻝﻤﺫﻜﻭﺭﺓ ﻀﻤﻥ ﻗﻭﺴﻴﻥ ﻭﺒﺨﻁ ﻤﺎﺌل )‪ (Italic‬ﻫﻲ ﻝﻠﺘﻭﻀﻴﺢ ﻓﻘﻁ‪ ،‬ﻭﻝﻴﺴﺕ ﺠﺯﺀ ﹰﺍ ﻤﻥ ﺍﻝﻤﻭﺍﺼﻔﺔ‪.‬‬
 ‫‪ISO 9001:2008, 4th Edition, Arabic Translation‬‬

‫‪ ، ISO 9000:2005‬ﺃﻧﻈﻤﺔ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ‪ -‬ﺃﺳﺎﺳﻴﺎﺕ ﻭﻣﻔﺮﺩﺍﺕ‪.‬‬

‫‪ -٣‬ﻣﺼﻄﻠﺤﺎﺕ ﻭﺗﻌﺎﺭﻳﻒ )‪:(Terms and definitions‬‬

‫ﻷﻏﺮﺍﺽ ﻫﺬﻩ ﺍﻟﻮﺛﻴﻘﺔ‪ ،‬ﻓﺈﻧﻪ ﺗ‪‬ﻌﺘﻤﺪ ﺍﳌﺼﻄﻠﺤﺎﺕ ﻭﺍﻟﺘﻌﺎﺭﻳﻒ ﺍﻟﻮﺍﺭﺩﺓ ﰲ ﺍﳌﻮﺍﺻﻔﺔ ‪.ISO 9000‬‬

‫ﻋﻨﺪﻣﺎ ﻳﺮﺩ ﻣﺼﻄﻠﺢ "ﻣﻨﺘﺞ" ﺧﻼﻝ ﻧﺺ ﻫﺬﻩ ﺍﳌﻮﺍﺻﻔﺔ ﺍﻟﻘﻴﺎﺳﻴﺔ ﺍﻟﺪﻭﻟﻴﺔ‪ ،‬ﻓﺈﻧﻪ ﳝﻜﻦ ﺃﻳﻀﹰﺎ ﺃﻥ ﻳﻌﲏ "ﺧﺪﻣﺔ"‪.‬‬

‫‪ -٤‬ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ )‪:(Quality management system‬‬

‫‪ -١-٤‬ﻣﺘﻄﻠﺒﺎﺕ ﻋﺎﻣﺔ )‪:(General requirements‬‬
‫ﳚﺐ ﺃﻥ ﺗﺒﲏ ﺍﳌﺆﺳﺴﺔ ﻧﻈﺎﻣﹰﺎ ﻹﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪ ،‬ﻭﺗﻮﺛﹼﻘﻪ‪ ،‬ﻭﺗﻄﺒ‪‬ﻘﻪ‪ ،‬ﻭﲢﺎﻓﻆ ﻋﻠﻴﻪ‪ ،‬ﻭﲢﺴ‪‬ﻦ ﻓﺎﻋﻠﻴﺘﻪ ﺑﺸﻜﻞ ﻣﺘﺘﺎﺑﻊ‪ ،‬ﻭﻓﻘﹰﺎ ﳌﺘﻄﻠﺒﺎﺕ ﻫـﺬﻩ‬
‫ﺍﳌﻮﺍﺻﻔﺔ ﺍﻟﻘﻴﺎﺳﻴﺔ ﺍﻟﺪﻭﻟﻴﺔ‪.‬‬

‫ﳚﺐ ﻋﻠﻰ ﺍﳌﺆﺳﺴﺔ ﺃﻥ‪:‬‬

‫‪ (a‬ﺗ‪‬ﻘ ‪‬ﺮ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻟﻼﺯﻣﺔ ﻟﻨﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪ ،‬ﻭﺗﻄﺒﻴﻘﺎ‪‬ﺎ ﻋﱪ ﺍﳌﺆﺳﺴﺔ )ﺍﻧﻈﺮ ﺍﻟﻌﻨﺼﺮ ‪.(٢-١‬‬
‫‪ (b‬ﺗﻘ ‪‬ﺮ ﺗﺴﻠﺴﻞ ﻫﺬﻩ ﺍﻟﻌﻤﻠﻴﺎﺕ‪ ،‬ﻭﺗﺪﺍﺧﻼ‪‬ﺎ‪.‬‬
‫‪ (c‬ﺗﻘ ‪‬ﺮ ﺍﳌﻌﺎﻳﲑ ﻭﺍﻟﻄﺮﻕ ﺍﻟﻼﺯﻣﺔ ﻟﻀﻤﺎﻥ ﻓﺎﻋﻠﻴﺔ ﺗﻨﻔﻴﺬ ﻭﺿﺒﻂ ﻫﺬﻩ ﺍﻟﻌﻤﻠﻴﺎﺕ‪.‬‬
‫‪ (d‬ﺗﻀﻤﻦ ﺗﻮﻓﺮ ﺍﳌﻮﺍﺭﺩ ﻭﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﻟﻀﺮﻭﺭﻳﺔ ﻟﺪﻋﻢ ﺗﻨﻔﻴﺬ ﻭﻣﺮﺍﻗﺒﺔ ﻫﺬﻩ ﺍﻟﻌﻤﻠﻴﺎﺕ‪.‬‬
‫‪ (e‬ﺗﺮﺍﻗﺐ ﻫﺬﻩ ﺍﻟﻌﻤﻠﻴﺎﺕ‪ ،‬ﻭﺗﻘﻴﺴﻬﺎ )ﺃﻳﻨﻤﺎ ﻳﻨﻄﺒﻖ ﺫﻟﻚ(‪ ،‬ﻭﲢﻠﹼﻠﻬﺎ‪.‬‬
‫‪ (f‬ﺗﻄﺒ‪‬ﻖ ﺍﻷﻋﻤﺎﻝ ﺍﻟﻀﺮﻭﺭﻳﺔ ﻟﺘﺤﻘﻴﻖ ﺍﻟﻨﺘﺎﺋﺞ ﺍﳌﺨﻄﱠﻂ ﳍﺎ‪ ،‬ﻭﲢﺴ‪‬ﻦ ﻫﺬﻩ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺑﺸﻜﻞ ﻣﺘﺘﺎﺑﻊ‪.‬‬

‫ﳚﺐ ﺃﻥ ﺗ‪‬ﺪﺍﺭ ﻫﺬﻩ ﺍﻟﻌﻤﻠﻴﺎﺕ ﻣﻦ ﻗﺒﻞ ﺍﳌﺆﺳﺴﺔ ﻭﻓﻘﹰﺎ ﳌﺘﻄﻠﺒﺎﺕ ﻫﺬﻩ ﺍﳌﻮﺍﺻﻔﺔ ﺍﻟﻘﻴﺎﺳﻴﺔ ﺍﻟﺪﻭﻟﻴﺔ‪.‬‬

‫ﻋﻨﺪﻣﺎ ﲣﺘﺎﺭ ﻣﺆﺳﺴﺔ ﺃﻥ ﺗﻨﻔﱢﺬ ﺃﻱ ﻣﻦ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻟﱵ ﺗﺆﺛﺮ ﻋﻠﻰ ﻣﻄﺎﺑﻘﺔ ﺍﳌﻨﺘﺞ ﻣﻊ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺧﺎﺭﺟﻬﺎ‪ ،‬ﻓﺈ‪‬ﺎ ﳚﺐ ﺃﻥ ﺗﻀﻤﻦ ﺿـﺒﻂ‬
‫ﻣﺜﻞ ﻫﺬﻩ ﺍﻟﻌﻤﻠﻴﺎﺕ‪ .‬ﻛﻤﺎ ﳚﺐ ﲢﺪﻳﺪ ﻧﻮﻉ ﻭﻣﻘﺪﺍﺭ ﺍﻟﻀﺒﻂ ﺍﻟﺬﻱ ﺳﻴﺘﻢ ﺗﻄﺒﻴﻘﻪ ﻋﻠﻰ ﻫﺬﻩ ﺍﻟﻌﻤﻠﻴﺎﺕ ﰲ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪.‬‬

‫ﻣﻼﺣﻈﺔ ‪ - ١‬ﺗﺸﻤﻞ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻟﻼﺯﻣﺔ ﻟﻨﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪ ،‬ﺍﳌﺸﺎﺭ ﺇﻟﻴﻬﺎ ﺃﻋﻼﻩ‪ ،‬ﻋﻤﻠﻴﺎﺕ ﺃﻧﺸﻄﺔ ﺍﻹﺩﺍﺭﺓ‪ ،‬ﻭﺗﺄﻣﲔ ﺍﳌﻮﺍﺭﺩ‪ ،‬ﻭﲢﻘﻴﻖ ﺍﳌﻨـﺘﺞ‪ ،‬ﻭﺍﻟﻘﻴـﺎﺱ‪،‬‬
‫ﻭﺍﻟﺘﺤﻠﻴﻞ‪ ،‬ﻭﺍﻟﺘﺤﺴﲔ‪.‬‬
‫ﻣﻼﺣﻈﺔ ‪" - ٢‬ﺍﻟﻌﻤﻠﻴﺔ ﺍﻟﱵ ﻳﺘﻢ ﺗﻨﻔﻴﺬﻫﺎ ﺧﺎﺭﺝ ﺍﳌﺆﺳﺴﺔ" ﻫﻲ ﻋﻤﻠﻴﺔ ﲢﺘﺎﺟﻬﺎ ﺍﳌﺆﺳﺴﺔ ﻟﻨﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﺍﳋﺎﺹ ‪‬ﺎ‪ ،‬ﻭﺍﻟﱵ ﲣﺘﺎﺭ ﺃﻥ ﺗ‪‬ﻨﻔﱢﺬﻫﺎ ﻟﺪﻯ ﺟﻬﺔ‬
‫ﺧﺎﺭﺟﻴﺔ‪.‬‬
‫ﻣﻼﺣﻈﺔ ‪ -٣‬ﺇﻥ ﺿﻤﺎﻥ ﺿﺒﻂ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻟﱵ ﻳﺘﻢ ﺗﻨﻔﻴﺬﻫﺎ ﺧﺎﺭﺝ ﺍﳌﺆﺳﺴﺔ ﻻ ﻳﻌﻔﻲ ﺍﳌﺆﺳﺴﺔ ﻣﻦ ﺍﳌﺴﺆﻭﻟﻴﺔ ﲡﺎﻩ ﺍﳌﻄﺎﺑﻘﺔ ﳉﻤﻴـﻊ ﻣﺘﻄﻠﺒـﺎﺕ ﺍﻟﺰﺑـﺎﺋﻦ‬
‫ﻭﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﺸﺮﻳﻌﻴﺔ ﻭﺍﻟﻘﺎﻧﻮﻧﻴﺔ‪ .‬ﻭﳝﻜﻦ ﺃﻥ ﻳﺘﺄﺛﱠﺮ ﻧﻮﻉ ﻭﻣﻘﺪﺍﺭ ﺍﻟﻀﺒﻂ ﺍﻟﺬﻱ ﻳﺘﻢ ﺗﻄﺒﻴﻘﻪ ﻋﻠﻰ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﳌﻨﻔﱠﺬﺓ ﺧﺎﺭﺝ ﺍﳌﺆﺳﺴﺔ ﺑﻌﻮﺍﻣـﻞ‬
‫ﻣﺜﻞ‪:‬‬
‫‪ (a‬ﺍﻟﺘﺄﺛﲑ ﺍﶈﺘﻤﻞ ﻟﻠﻌﻤﻠﻴﺔ ﺍﳌﻨﻔﱠﺬﺓ ﺧﺎﺭﺝ ﺍﳌﺆﺳﺴﺔ ﻋﻠﻰ ﻣﻘﺪﺭ‪‬ﺎ ﻋﻠﻰ ﺗﻘﺪﱘ ﻣﻨﺘﺞ ﻣﻄﺎﺑﻖ ﻟﻠﻤﺘﻄﻠﺒﺎﺕ‪.‬‬
‫‪ (b‬ﺍﻟﺪﺭﺟﺔ ﺍﻟﱵ ﻳﺘﻢ ﻭﻓﻘﻬﺎ ﺍﳌﺸﺎﺭﻛﺔ )ﺑﲔ ﺍﳌﺆﺳﺴﺔ ﻭﺍﳉﻬﺔ ﺍﻟﱵ ﻳﺘﻢ ﺗﻨﻔﻴﺬ ﺍﻟﻌﻤﻠﻴﺔ ﻟﺪﻳﻬﺎ( ﰲ ﺿﺒﻂ ﺍﻟﻌﻤﻠﻴﺔ‪.‬‬
‫‪ (c‬ﺍﳌﻘﺪﺭﺓ ﻋﻠﻰ ﲢﻘﻴﻖ ﺍﻟﻀﺒﻂ ﺍﻟﻼﺯﻡ ﻣﻦ ﺧﻼﻝ ﺗﻄﺒﻴﻖ ﺍﻟﻌﻨﺼﺮ ‪) ٤-٧‬ﺍﻟﺸﺮﺍﺀ(‪.‬‬

‫‪ Dr. Mamoun‬‬ ‫‪Al-Salti, Syrian Virtual University, November 2008‬‬ ‫‪2/16‬‬
 ‫‪ISO 9001:2008, 4th Edition, Arabic Translation‬‬

‫‪ -٢-٤‬ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﻮﺛﻴﻖ )‪:(Documentation requirements‬‬

‫‪ -١-٢-٤‬ﻋﻤﻮﻣﻴﺎﺕ )‪:(General‬‬
‫ﳚﺐ ﺃﻥ ﻳﺸﻤﻞ ﺗﻮﺛﻴﻖ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻣﺎ ﻳﻠﻲ‪:‬‬
‫ﻧﺼﻮﺻﹰﺎ ﻣﻮﺛﱠﻘﺔ ﻟﺴﻴﺎﺳﺔ ﺍﳉﻮﺩﺓ ﻭﺃﻫﺪﺍﻑ ﺍﳉﻮﺩﺓ‪.‬‬ ‫‪(a‬‬
‫ﻼ ﻟﻠﺠﻮﺩﺓ‪.‬‬‫ﺩﻟﻴ ﹰ‬ ‫‪(b‬‬
‫ﺍﻹﺟﺮﺍﺀﺍﺕ ﺍﳌﻮﺛﹼﻘﺔ‪ ،‬ﻭﺍﻟﺴﺠﻼﺕ‪ ،‬ﺍﳌﻄﻠﻮﺑﺔ ﰲ ﻫﺬﻩ ﺍﳌﻮﺍﺻﻔﺔ ﺍﻟﻘﻴﺎﺳﻴﺔ ﺍﻟﺪﻭﻟﻴﺔ‪.‬‬ ‫‪(c‬‬
‫ﺍﻟﻮﺛﺎﺋﻖ‪ ،‬ﲟﺎ ﰲ ﺫﻟﻚ ﺍﻟﺴﺠﻼﺕ‪ ،‬ﺍﻟﱵ ﺗﻘ ‪‬ﺮﺭ ﻣﻦ ﻗﺒﻞ ﺍﳌﺆﺳﺴﺔ ﺃ‪‬ﺎ ﺿﺮﻭﺭﻳﺔ ﻟﻀﻤﺎﻥ ﻓﺎﻋﻠﻴﺔ ﺍﻟﺘﺨﻄﻴﻂ ﻟﻠﻌﻤﻠﻴﺎﺕ ‪ ،‬ﻭﺗﻨﻔﻴﺬﻫﺎ‪،‬‬ ‫‪(d‬‬
‫ﻭﺿﺒﻄﻬﺎ‪.‬‬
‫ﻣﻼﺣﻈﺔ ‪ -١‬ﻋﻨﺪﻣﺎ ﻳﺮﺩ ﺍﳌﺼﻄﻠﺢ "ﺇﺟﺮﺍﺀ ﻣﻮﺛﻖ" ﰲ ﻫﺬﻩ ﺍﳌﻮﺍﺻﻔﺔ ﺍﻟﻘﻴﺎﺳﻴﺔ ﺍﻟﺪﻭﻟﻴﺔ‪ ،‬ﻓﺈﻧﻪ ﻳﻌﲏ ﻭﺿﻊ ﺍﻹﺟﺮﺍﺀ‪ ،‬ﻭﺗﻮﺛﻴﻘﻪ‪ ،‬ﻭﺗﻄﺒﻴﻘﻪ‪ ،‬ﻭﺍﳊﻔﺎﻅ ﻋﻠﻴﻪ‪ .‬ﻭﳝﻜﻦ‬
‫ﻟﻮﺛﻴﻘﺔ ﻭﺍﺣﺪﺓ ﺃﻥ ﺗﺘﻨﺎﻭﻝ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﳋﺎﺻﺔ ﺑﺈﺟﺮﺍﺀ ﻭﺍﺣﺪ‪ ،‬ﺃﻭ ﺃﻛﺜﺮ‪ .‬ﻛﻤﺎ ﳝﻜﻦ ﺗﻐﻄﻴﺔ ﻣﺘﻄﻠﺐ ﺧﺎﺹ ﺑﺈﺟﺮﺍﺀ ﻣﻮﺛﱠﻖ ﻣﺎ ﺑﺄﻛﺜﺮ ﻣـﻦ ﻭﺛﻴﻘـﺔ‬
‫ﻭﺍﺣﺪﺓ‪.‬‬
‫ﻣﻼﺣﻈﺔ ‪ -٢‬ﳝﻜﻦ ﺃﻥ ﳜﺘﻠﻒ ﻣﻘﺪﺍﺭ ﺗﻮﺛﻴﻖ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻣﻦ ﻣﺆﺳﺴﺔ ﺇﱃ ﺃﺧﺮﻯ‪ ،‬ﺗﺒﻌﹰﺎ ﳌﺎ ﻳﻠﻲ‪:‬‬
‫‪ (a‬ﺣﺠﻢ ﺍﳌﺆﺳﺴﺔ‪ ،‬ﻭﻧﻮﻉ ﺃﻧﺸﻄﺘﻬﺎ‪.‬‬
‫‪ (b‬ﺗﻌﻘﻴﺪ ﺍﻟﻌﻤﻠﻴﺎﺕ‪ ،‬ﻭﺗﺪﺍﺧﻼ‪‬ﺎ‪.‬‬
‫‪ (c‬ﻛﻔﺎﺀﺓ ﺍﻟﻌﺎﻣﻠﲔ‪.‬‬
‫ﻣﻼﺣﻈﺔ ‪ -٣‬ﳝﻜﻦ ﺃﻥ ﻳﻜﻮﻥ ﺍﻟﺘﻮﺛﻴﻖ ﻋﻠﻰ ﺃﻱ ﺷﻜﻞ‪ ،‬ﺃﻭ ﻧﻮﻉ‪ ،‬ﻣﻦ ﺍﻷﺷﻜﺎﻝ ﺃﻭ ﺍﻷﻧﻮﺍﻉ ﺍﳌﺨﺘﻠﻔﺔ ﻟﻮﺳﺎﺋﻞ ﻧﻘﻞ ﺍﳌﻌﻠﻮﻣﺎﺕ‪.‬‬

‫‪ -٢-٢-٤‬ﺩﻟﻴﻞ ﺍﳉﻮﺩﺓ )‪:(Quality manual‬‬

‫ﻼ ﻟﻠﺠﻮﺩﺓ‪ ،‬ﻭﺃﻥ ﲢﺎﻓﻆ ﻋﻠﻴﻪ‪ ،‬ﲝﻴﺚ ﳛﻮﻱ‪:‬‬
‫ﳚﺐ ﺃﻥ ﺗﻀﻊ ﺍﳌﺆﺳﺴﺔ ﺩﻟﻴ ﹰ‬
‫‪ (a‬ﳎﺎﻝ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪ ،‬ﲟﺎ ﰲ ﺫﻟﻚ ﺗﻔﺎﺻﻴﻞ ﺃﻱ ﺍﺳﺘﺒﻌﺎﺩ ﻭﻣﱪﺭﺍﺗﻪ )ﺍﻧﻈﺮ ﺍﻟﻌﻨﺼﺮ ‪.(٢-١‬‬
‫‪ (b‬ﺍﻹﺟﺮﺍﺀﺍﺕ ﺍﳌﻮﱠﺛﻘﺔ ﺍﻟﱵ ﰎ ﻭﺿﻌﻬﺎ ﻟﻨﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪ ،‬ﺃﻭ ﺇﺷﺎﺭﺓ ﺇﻟﻴﻬﺎ‪.‬‬
‫‪ (c‬ﻭﺻﻔﹰﺎ ﻟﻠﺘﺪﺍﺧﻼﺕ ﺑﲔ ﻋﻤﻠﻴﺎﺕ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪.‬‬

‫‪ -٣-٢-٤‬ﺿﺒﻂ ﺍﻟﻮﺛﺎﺋﻖ )‪:(Control of documents‬‬

‫ﳚﺐ ﺃﻥ ﻳﺘﻢ ﺿﺒﻂ ﺍﻟﻮﺛﺎﺋﻖ ﺍﳌﻄﻠﻮﺑﺔ ﰲ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪ .‬ﻭﺍﻟﺴﺠﻼﺕ ﻫﻲ ﻧﻮﻉ ﺧﺎﺹ ﻣﻦ ﺍﻟﻮﺛـﺎﺋﻖ‪ ،‬ﻭﳚـﺐ ﺿـﺒﻄﻬﺎ ﻭﻓﻘـﹰﺎ‬
‫ﻟﻠﻤﺘﻄﻠﺒﺎﺕ ﺍﻟﻮﺍﺭﺩﺓ ﰲ ﺍﻟﺒﻨﺪ ‪.٤-٢-٤‬‬
‫ﳚﺐ ﻭﺿﻊ ﺇﺟﺮﺍﺀ ﻣﻮﺛﻖ ﻟﺘﺤﺪﻳﺪ ﺍﻟﻀﻮﺍﺑﻂ ﺍﻟﻼﺯﻣﺔ ﳌﺎ ﻳﻠﻲ‪:‬‬
‫ﺍﳌﺼﺎﺩﻗﺔ ﻋﻠﻰ ﺍﻟﻮﺛﺎﺋﻖ ﻣﻦ ﺣﻴﺚ ﻛﻔﺎﻳﺘﻬﺎ‪ ،‬ﻗﺒﻞ ﺇﺻﺪﺍﺭﻫﺎ‪.‬‬ ‫‪(a‬‬
‫ﻣﺮﺍﺟﻌﺔ ﺍﻟﻮﺛﺎﺋﻖ‪ ،‬ﻭﲢﺪﻳﺜﻬﺎ‪ ،‬ﺣﺴﺐ ﺍﻟﻀﺮﻭﺭﺓ‪ ،‬ﻭﺇﻋﺎﺩﺓ ﺍﳌﺼﺎﺩﻗﺔ ﻋﻠﻴﻬﺎ‪.‬‬ ‫‪(b‬‬
‫ﺿﻤﺎﻥ ﲢﺪﻳﺪ ﺍﻟﺘﻐﻴﲑﺍﺕ ﻋﻠﻰ ﺍﻟﻮﺛﺎﺋﻖ‪ ،‬ﻭﺣﺎﻟﺔ ﺍﳌﺮﺍﺟﻌﺔ ﺳﺎﺭﻳﺔ ﺍﳌﻔﻌﻮﻝ ﳍﺎ‪.‬‬ ‫‪(c‬‬
‫ﺿﻤﺎﻥ ﺗﻮﻓﺮ ﺍﻹﺻﺪﺍﺭﺍﺕ ﺫﺍﺕ ﺍﻟﻌﻼﻗﺔ ﻣﻦ ﺍﻟﻮﺛﺎﺋﻖ ﺍﳌﻨﺎﺳﺒﺔ ﰲ ﻧﻘﺎﻁ ﺍﻻﺳﺘﺨﺪﺍﻡ‪.‬‬ ‫‪(d‬‬
‫‪ (e‬ﺿﻤﺎﻥ ﺑﻘﺎﺀ ﺍﻟﻮﺛﺎﺋﻖ ﻗﺎﺑﻠﺔ ﻟﻠﻘﺮﺍﺀﺓ‪ ،‬ﻭﺳﻬﻠﺔ ﺍﻟﺘﻤﻴﻴﺰ‪.‬‬
‫‪ (f‬ﺿﻤﺎﻥ ﲤﻴﻴﺰ ﺍﻟﻮﺛﺎﺋﻖ ﺫﺍﺕ ﺍﳌﺼﺪﺭ ﺍﳋﺎﺭﺟﻲ‪ ،‬ﺍﻟﱵ ﺗﻘﺮﺭ ﻣﻦ ﻗﺒﻞ ﺍﳌﺆﺳﺴﺔ ﺃ‪‬ﺎ ﺿﺮﻭﺭﻳﺔ ﻟﻠﺘﺨﻄـﻴﻂ ﻟﻨﻈـﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉـﻮﺩﺓ‪،‬‬
‫ﻭﺗﻄﺒﻴﻘﻪ‪ ،‬ﻭﺿﺒﻂ ﻋﻤﻠﻴﺔ ﺗﻮﺯﻳﻌﻬﺎ‪.‬‬

‫‪ Dr. Mamoun‬‬ ‫‪Al-Salti, Syrian Virtual University, November 2008‬‬ ‫‪3/16‬‬
 ‫‪ISO 9001:2008, 4th Edition, Arabic Translation‬‬

‫‪ (g‬ﻣﻨﻊ ﺍﻻﺳﺘﺨﺪﺍﻡ ﻏﲑ ﺍﳌﻘﺼﻮﺩ ﻟﻠﻮﺛﺎﺋﻖ ﺍﳌﻠﻐﺎﺓ‪ ،‬ﻭﲤﻴﻴﺰﻫﺎ ﺑﺸﻜﻞ ﻣﻨﺎﺳﺐ ﺇﺫﺍ ﰎ ﺍﻻﺣﺘﻔﺎﻅ ‪‬ﺎ ﻷﻱ ﻏﺮﺽ ﻛﺎﻥ‪.‬‬

‫‪ -٤-٢-٤‬ﺿﺒﻂ ﺍﻟﺴﺠﻼﺕ )‪:(Control of records‬‬

‫ﳚﺐ ﺿﺒﻂ ﺍﻟﺴﺠﻼﺕ ﺍﻟﱵ ﻳﺘﻢ ﺇﻋﺪﺍﺩﻫﺎ ﻟﺘﻘﺪﱘ ﺍﻟﺪﻟﻴﻞ ﻋﻠﻰ ﺍﳌﻄﺎﺑﻘﺔ ﻟﻠﻤﺘﻄﻠﺒﺎﺕ‪ ،‬ﻭﻋﻠﻰ ﻓﺎﻋﻠﻴﺔ ﻋﻤﻞ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪.‬‬

‫ﳚﺐ ﻋﻠﻰ ﺍﳌﺆﺳﺴﺔ ﻭﺿﻊ ﺇﺟﺮﺍﺀ ﻣﻮﱠﺛﻖ ﻟﺘﺤﺪﻳﺪ ﺍﻟﻀﻮﺍﺑﻂ ﺍﻟﻼﺯﻣﺔ ﻟﺘﻤﻴﻴﺰ ﺍﻟـﺴﺠﻼﺕ‪ ،‬ﻭﲣﺰﻳﻨـﻬﺎ‪ ،‬ﻭﲪﺎﻳﺘـﻬﺎ‪ ،‬ﻭﺍﺳـﺘﺮﺟﺎﻋﻬﺎ‪،‬‬
‫ﻭﺍﻻﺣﺘﻔﺎﻅ ‪‬ﺎ‪ ،‬ﻭﺍﻟﺘﺨﻠﺺ ﻣﻨﻬﺎ‪.‬‬

‫ﻭﳚﺐ ﺃﻥ ﺗﺒﻘﻰ ﺍﻟﺴﺠﻼﺕ ﻗﺎﺑﻠﺔ ﻟﻠﻘﺮﺍﺀﺓ‪ ،‬ﻭﺳﻬﻠﺔ ﺍﻟﺘﻤﻴﻴﺰ‪ ،‬ﻭﳑﻜﻨﺔ ﺍﻻﺳﺘﺮﺟﺎﻉ‪.‬‬

‫‪ -٥‬ﻣﺴﺆﻭﻟﻴﺔ ﺍﻹﺩﺍﺭﺓ )‪:(Management responsibility‬‬

‫‪ -١-٥‬ﺍﻟﺘﺰﺍﻡ ﺍﻹﺩﺍﺭﺓ )‪:(Management commitment‬‬
‫ﻼ ﻋﻠﻰ ﺍﻟﺘﺰﺍﻣﻬﺎ ﺑﺘﻄﻮﻳﺮ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪ ،‬ﻭﺗﻄﺒﻴﻘﻪ‪ ،‬ﻭﲢﺴﲔ ﻓﺎﻋﻠﻴﺘﻪ ﺑﺸﻜﻞ ﻣﺘﺘﺎﺑﻊ‪ ،‬ﻋﻦ ﻃﺮﻳﻖ‪:‬‬
‫ﳚﺐ ﺃﻥ ﺗﻘﺪﻡ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﺩﻟﻴ ﹰ‬
‫‪ (a‬ﺗﻌﻤﻴﻢ ﺃﳘﻴﺔ ﺗﻠﺒﻴﺔ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺰﺑﻮﻥ ﻋﻠﻰ ﺍﳌﺆﺳﺴﺔ‪ ،‬ﺇﺿﺎﻓﺔ ﺇﱃ ﺗﻠﺒﻴﺔ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﺸﺮﻳﻌﻴﺔ ﻭﺍﻟﻘﺎﻧﻮﻧﻴﺔ‪.‬‬
‫‪ (b‬ﻭﺿﻊ ﺳﻴﺎﺳﺔ ﺍﳉﻮﺩﺓ‪.‬‬
‫‪ (c‬ﺿﻤﺎﻥ ﺃﻧﻪ ﻗﺪ ﰎ ﻭﺿﻊ ﺃﻫﺪﺍﻑ ﺍﳉﻮﺩﺓ‪.‬‬
‫‪ (d‬ﺍﻟﻘﻴﺎﻡ ﲟﺮﺍﺟﻌﺎﺕ ﺍﻹﺩﺍﺭﺓ‪.‬‬
‫‪ (e‬ﺿﻤﺎﻥ ﺗﻮﻓﺮ ﺍﳌﻮﺍﺭﺩ‪.‬‬

‫‪ -٢-٥‬ﺍﻟﺘﺮﻛﻴﺰ ﻋﻠﻰ ﺍﻟﺰﺑﻮﻥ )‪:(Customer focus‬‬

‫ﳚﺐ ﺃﻥ ﺗﻀﻤﻦ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﺃﻧﻪ ﻗﺪ ﰎ ﺇﻗﺮﺍﺭ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺰﺑﻮﻥ‪ ،‬ﻭﺗﻠﺒﻴﺘﻬﺎ‪ ،‬ﺪﻑ ﺗﻌﺰﻳﺰ ﺭﺿﺎﻩ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪﻳﻦ ‪ ١-٢-٧‬ﻭ ‪.(١-٢-٨‬‬

‫‪ -٣-٥‬ﺳﻴﺎﺳﺔ ﺍﳉﻮﺩﺓ )‪:(Quality policy‬‬

‫ﳚﺐ ﺃﻥ ﺗﻀﻤﻦ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﺃﻥ ﺳﻴﺎﺳﺔ ﺍﳉﻮﺩﺓ‪:‬‬
‫‪ (a‬ﻣﻨﺎﺳﺒﺔ ﻟﻠﻐﺮﺽ ﻣﻦ ﺍﳌﺆﺳﺴﺔ‪.‬‬
‫‪ (b‬ﺗﺘﻀﻤﻦ ﺍﻟﺘﺰﺍﻣﹰﺎ ﺑﺘﻠﺒﻴﺔ ﺍﳌﺘﻄﻠﺒﺎﺕ‪ ،‬ﻭﲢﺴﲔ ﻓﺎﻋﻠﻴﺔ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﺑﺸﻜﻞ ﻣﺘﺘﺎﺑﻊ‪.‬‬
‫‪ (c‬ﺗﻘﺪﻡ ﺇﻃﺎﺭﹰﺍ ﻟﻮﺿﻊ ﺃﻫﺪﺍﻑ ﺍﳉﻮﺩﺓ‪ ،‬ﻭﻣﺮﺍﺟﻌﺘﻬﺎ‪.‬‬
‫‪ (d‬ﻗﺪ ﰎ ﺗﻌﻤﻴﻤﻬﺎ ﺿﻤﻦ ﺍﳌﺆﺳﺴﺔ‪ ،‬ﻭﰎ ﻓﻬﻤﻬﺎ‪.‬‬
‫‪ (e‬ﺗﺘﻢ ﻣﺮﺍﺟﻌﺘﻬﺎ ﻣﻦ ﺣﻴﺚ ﺍﺳﺘﻤﺮﺍﺭ ﻣﻼﺀﻣﺘﻬﺎ‪.‬‬

‫‪ -٤-٥‬ﺍﻟﺘﺨﻄﻴﻂ )‪:(Planning‬‬
‫‪ -١-٤-٥‬ﺃﻫﺪﺍﻑ ﺍﳉﻮﺩﺓ )‪:(Quality objectives‬‬
‫ﳚﺐ ﺃﻥ ﺗﻀﻤﻦ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﺃﻧﻪ ﻗﺪ ﰎ ﻭﺿﻊ ﺃﻫﺪﺍﻑ ﺍﳉﻮﺩﺓ ﻟﻠﻮﻇﺎﺋﻒ ﻭﺍﳌﺴﺘﻮﻳﺎﺕ ﺍﳌﻨﺎﺳﺒﺔ ﺿﻤﻦ ﺍﳌﺆﺳﺴﺔ‪ ،‬ﲟﺎ ﰲ ﺫﻟـﻚ ﺗﻠـﻚ‬
‫ﺍﻟﻼﺯﻣﺔ ﻟﺘﻠﺒﻴﺔ ﻣﺘﻄﻠﺒﺎﺕ ﺍﳌﻨﺘﺞ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪ .(a١-٧‬ﻭﳚﺐ ﺃﻥ ﺗﻜﻮﻥ ﺃﻫﺪﺍﻑ ﺍﳉﻮﺩﺓ ﻗﺎﺑﻠﺔ ﻟﻠﻘﻴﺎﺱ‪ ،‬ﻭﻣﺘﻮﺍﻓﻘﺔ ﻣﻊ ﺳﻴﺎﺳﺔ ﺍﳉﻮﺩﺓ‪.‬‬

‫‪ Dr. Mamoun‬‬ ‫‪Al-Salti, Syrian Virtual University, November 2008‬‬ ‫‪4/16‬‬
 ‫‪ISO 9001:2008, 4th Edition, Arabic Translation‬‬

‫‪ -٢-٤-٥‬ﺍﻟﺘﺨﻄﻴﻂ ﻟﻨﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ )‪:(Quality management system planning‬‬

‫ﳚﺐ ﺃﻥ ﺗﻀﻤﻦ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ‪:‬‬
‫‪ (a‬ﺃﻥ ﺍﻟﺘﺨﻄﻴﻂ ﻟﻨﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻳﺘﻢ ‪‬ﺪﻑ ﺗﻠﺒﻴﺔ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﻮﺍﺭﺩﺓ ﰲ ﺍﻟﻌﻨﺼﺮ ‪ ،١-٤‬ﺇﺿﺎﻓﺔ ﺇﱃ ﺗﻠﺒﻴﺔ ﺃﻫﺪﺍﻑ ﺍﳉﻮﺩﺓ‪.‬‬
‫‪ (b‬ﺃﻧﻪ ﻳﺘﻢ ﺍﳊﻔﺎﻅ ﻋﻠﻰ ﺗﻜﺎﻣﻞ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻋﻨﺪ ﺍﻟﺘﺨﻄﻴﻂ ﻹﺩﺧﺎﻝ ﺍﻟﺘﻐﻴﲑﺍﺕ ﺇﱃ ﻫﺬﺍ ﺍﻟﻨﻈﺎﻡ‪ ،‬ﻭﺗﻄﺒﻴﻘﻬﺎ‪.‬‬

‫‪ -٥-٥‬ﺍﳌﺴﺆﻭﻟﻴﺔ‪ ،‬ﻭﺍﻟﺼﻼﺣﻴﺔ‪ ،‬ﻭﺍﻟﺘﻮﺍﺻﻞ )‪:(Responsibility, authority and communication‬‬

‫‪ -١-٥-٥‬ﺍﳌﺴﺆﻭﻟﻴﺔ ﻭﺍﻟﺼﻼﺣﻴﺔ )‪:(Responsibility and authority‬‬
‫ﳚﺐ ﺃﻥ ﺗﻀﻤﻦ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﺃﻧﻪ ﻗﺪ ﰎ ﲢﺪﻳﺪ ﺍﳌﺴﺆﻭﻟﻴﺎﺕ ﻭﺍﻟﺼﻼﺣﻴﺎﺕ‪ ،‬ﻭﺗﻌﻤﻴﻤﻬﺎ ﺿﻤﻦ ﺍﳌﺆﺳﺴﺔ‪.‬‬

‫‪ -٢-٥-٥‬ﳑﺜﻞ ﺍﻹﺩﺍﺭﺓ )‪:(Management representative‬‬

‫ﳚﺐ ﺃﻥ ﺗﻌﻴ‪‬ﻦ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﻋﻀﻮﹰﺍ ﻣﻦ ﺃﻋﻀﺎﺀ ﺇﺩﺍﺭﺓ ﺍﳌﺆﺳﺴﺔ ﺗﻜﻮﻥ ﻟﺪﻳﻪ‪ ،‬ﺑﻐﺾ ﺍﻟﻨﻈﺮ ﻋﻦ ﻣـﺴﺆﻭﻟﻴﺎﺗﻪ ﺍﻷﺧـﺮﻯ‪ ،‬ﻣـﺴﺆﻭﻟﻴﺔ‬
‫ﻭﺻﻼﺣﻴﺔ ﺗﺸﻤﻞ‪:‬‬
‫‪ (a‬ﺿﻤﺎﻥ ﺃﻧﻪ ﻗﺪ ﰎ ﺗﺄﺳﻴﺲ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻟﻼﺯﻣﺔ ﻟﻨﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪ ،‬ﻭﺗﻄﺒﻴﻘﻬﺎ‪ ،‬ﻭﺍﳊﻔﺎﻅ ﻋﻠﻴﻬﺎ‪.‬‬
‫‪ (b‬ﺭﻓﻊ ﺍﻟﺘﻘﺎﺭﻳﺮ ﺇﱃ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﺣﻮﻝ ﺃﺩﺍﺀ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪ ،‬ﻭﺃﻱ ﺣﺎﺟﺔ ﻟﻠﺘﺤﺴﲔ‪.‬‬
‫‪ (c‬ﺿﻤﺎﻥ ﺍﻟﺘﺮﻭﻳﺞ ﻹﺩﺭﺍﻙ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺰﺑﻮﻥ ﻋﱪ ﺍﳌﺆﺳﺴﺔ‪.‬‬
‫ﻣﻼﺣﻈﺔ ‪ -‬ﳝﻜﻦ ﺃﻥ ﺗﺸﻤﻞ ﻣﺴﺆﻭﻟﻴﺔ ﳑﺜﻞ ﺍﻹﺩﺍﺭﺓ ﺍﻟﺘﻨﺴﻴﻖ ﻣﻊ ﺍﻷﻃﺮﺍﻑ ﺍﳋﺎﺭﺟﻴﺔ ﰲ ﺍﻷﻣﻮﺭ ﺍﳌﺘﻌﻠﻘﺔ ﺑﻨﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪.‬‬

‫‪ -٣-٥-٥‬ﺍﻟﺘﻮﺍﺻﻞ ﺍﻟﺪﺍﺧﻠﻲ )‪:(Internal communication‬‬

‫ﳚﺐ ﺃﻥ ﺗﻀﻤﻦ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﺃﻧﻪ ﻗﺪ ﰎ ﺗﺄﺳﻴﺲ ﻋﻤﻠﻴﺎﺕ ﺍﻟﺘﻮﺍﺻﻞ ﺍﳌﻨﺎﺳﺒﺔ ﺿﻤﻦ ﺍﳌﺆﺳﺴﺔ‪ ،‬ﻭﺑﺄﻥ ﺍﻟﺘﻮﺍﺻﻞ ﻗﺎﺋﻢ ﲞﺼﻮﺹ ﻓﺎﻋﻠﻴـﺔ‬
‫ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪.‬‬

‫‪ -٦-٥‬ﻣﺮﺍﺟﻌﺔ ﺍﻹﺩﺍﺭﺓ )‪:(Management review‬‬

‫‪ -١-٦-٥‬ﻋﻤﻮﻣﻴﺎﺕ )‪:(General‬‬
‫ﳚﺐ ﺃﻥ ﺗﺮﺍﺟﻊ ﺍﻹﺩﺍﺭﺓ ﺍﻟﻌﻠﻴﺎ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻟﻠﻤﺆﺳﺴﺔ ﻋﻠﻰ ﻓﺘﺮﺍﺕ ﳐﻄﻂ ﳍﺎ‪ ،‬ﻟﻀﻤﺎﻥ ﺍﺳﺘﻤﺮﺍﺭ ﻣﻼﺀﻣﺘﻪ ﻭﻛﻔﺎﻳﺘﻪ ﻭﻓﺎﻋﻠﻴﺘـﻪ‪.‬‬
‫ﻭﳚﺐ ﺃﻥ ﺗﺸﻤﻞ ﻫﺬﻩ ﺍﳌﺮﺍﺟﻌﺔ ﺗﻘﻴﻴﻢ ﻓﺮﺹ ﺍﻟﺘﺤﺴﲔ‪ ،‬ﻭﺍﳊﺎﺟﺔ ﺇﱃ ﺇﺩﺧﺎﻝ ﺍﻟﺘﻐﻴﲑﺍﺕ ﺇﱃ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪ ،‬ﲟﺎ ﰲ ﺫﻟﻚ ﺳﻴﺎﺳـﺔ‬
‫ﺍﳉﻮﺩﺓ ﻭﺃﻫﺪﺍﻑ ﺍﳉﻮﺩﺓ‪.‬‬

‫ﳚﺐ ﺍﻻﺣﺘﻔﺎﻅ ﺑﺎﻟﺴﺠﻼﺕ ﺍﻟﻨﺎﲡﺔ ﻋﻦ ﻣﺮﺍﺟﻌﺎﺕ ﺍﻹﺩﺍﺭﺓ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬

‫‪ -٢-٦-٥‬ﺩﺧﻞ ﺍﳌﺮﺍﺟﻌﺔ )‪:(Review input‬‬

‫ﳚﺐ ﺃﻥ ﻳﺸﻤﻞ ﺩﺧﻞ ﻣﺮﺍﺟﻌﺔ ﺍﻹﺩﺍﺭﺓ ﻣﻌﻠﻮﻣﺎﺕ ﺣﻮﻝ‪:‬‬
‫‪ (a‬ﻧﺘﺎﺋﺞ ﺍﻟﺘﺪﻗﻴﻖ‪.‬‬
‫‪ (b‬ﺍﻟﺘﻐﺬﻳﺔ ﺍﻟﺮﺍﺟﻌﺔ ﻣﻦ ﺍﻟﺰﺑﻮﻥ‪.‬‬

‫‪ Dr. Mamoun‬‬ ‫‪Al-Salti, Syrian Virtual University, November 2008‬‬ ‫‪5/16‬‬
 ‫‪ISO 9001:2008, 4th Edition, Arabic Translation‬‬

‫‪ (c‬ﺃﺩﺍﺀ ﺍﻟﻌﻤﻠﻴﺔ‪ ،‬ﻭﻣﻄﺎﺑﻘﺔ ﺍﳌﻨﺘﺞ‪.‬‬

‫‪ (d‬ﺣﺎﻟﺔ ﺍﻷﻋﻤﺎﻝ ﺍﻟﺘﺼﺤﻴﺤﻴﺔ ﻭﺍﻟﻮﻗﺎﺋﻴﺔ‪.‬‬
‫‪ (e‬ﺃﻋﻤﺎﻝ ﺍﳌﺘﺎﺑﻌﺔ ﻣﻦ ﻣﺮﺍﺟﻌﺎﺕ ﺍﻹﺩﺍﺭﺓ ﺍﻟﺴﺎﺑﻘﺔ‪.‬‬
‫‪ (f‬ﺍﻟﺘﻐﻴﲑﺍﺕ ﺍﻟﱵ ﻗﺪ ﺗﺆﺛﱢﺮ ﻋﻠﻰ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪.‬‬
‫‪ (g‬ﺗﻮﺻﻴﺎﺕ ﺑﺸﺄﻥ ﺍﻟﺘﺤﺴﲔ‪.‬‬

‫‪ -٣-٦-٥‬ﺧﺮﺝ ﺍﳌﺮﺍﺟﻌﺔ )‪:(Review output‬‬

‫ﳚﺐ ﺃﻥ ﳛﺘﻮﻱ ﺧﺮﺝ ﻣﺮﺍﺟﻌﺔ ﺍﻹﺩﺍﺭﺓ ﻋﻠﻰ ﺃﻱ ﻗﺮﺍﺭﺍﺕ ﻭﺃﻋﻤﺎﻝ ﺗﺘﻌﻠﻖ ﲟﺎ ﻳﻠﻲ‪:‬‬
‫‪ (a‬ﲢﺴﲔ ﻓﺎﻋﻠﻴﺔ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﻭﻋﻤﻠﻴﺎﺗﻪ‪.‬‬
‫‪ (b‬ﲢﺴﲔ ﺍﳌﻨﺘﺞ ﲞﺼﻮﺹ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺰﺑﻮﻥ‪.‬‬
‫‪ (c‬ﺍﳊﺎﺟﺎﺕ ﻣﻦ ﺍﳌﻮﺍﺭﺩ‪.‬‬

‫‪ -٦‬ﺇﺩﺍﺭﺓ ﺍﳌﻮﺍﺭﺩ )‪:(Resource management‬‬

‫‪ -١-٦‬ﺗﺄﻣﲔ ﺍﳌﻮﺍﺭﺩ )‪:(Provision of resources‬‬
‫ﳚﺐ ﺃﻥ ‪‬ﺗﻘ ‪‬ﺮ ﺍﳌﺆﺳﺴﺔ ﺍﳌﻮﺍﺭﺩ ﺍﻟﻼﺯﻣﺔ ﳌﺎ ﻳﻠﻲ‪ ،‬ﻭﺗﺆﻣ‪‬ﻨﻬﺎ‪:‬‬
‫‪ (a‬ﺗﻄﺒﻴﻖ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪ ،‬ﻭﺍﳊﻔﺎﻅ ﻋﻠﻴﻪ‪ ،‬ﻭﲢﺴﲔ ﻓﺎﻋﻠﻴﺘﻪ ﺑﺸﻜﻞ ﻣﺘﺘﺎﺑﻊ‪.‬‬
‫‪ (b‬ﺗﻌﺰﻳﺰ ﺭﺿﺎ ﺍﻟﺰﺑﻮﻥ ﻣﻦ ﺧﻼﻝ ﺗﻠﺒﻴﺔ ﻣﺘﻄﻠﺒﺎﺗﻪ‪.‬‬

‫‪ -٢-٦‬ﺍﳌﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ )‪:(Human resources‬‬

‫‪ -١-٢-٦‬ﻋﻤﻮﻣﻴﺎﺕ )‪:(General‬‬
‫ﳚﺐ ﺃﻥ ﻳﻜﻮﻥ ﺍﻷﺷﺨﺎﺹ ﺍﻟﺬﻳﻦ ﻳﻘﻮﻣﻮﻥ ﺑﺄﻋﻤﺎﻝ ﺗﺆﺛﱢﺮ ﻋﻠﻰ ﻣﻄﺎﺑﻘﺔ ﺍﳌﻨﺘﺞ ﻟﻠﻤﺘﻄﻠﺒﺎﺕ ﻛﻔﺆﻳﻦ ﻣﻦ ﺣﻴﺚ ﺍﻟﺘﻌﻠـﻴﻢ‪ ،‬ﻭﺍﻟﺘـﺪﺭﻳﺐ‪،‬‬
‫ﻭﺍﳌﻬﺎﺭﺍﺕ‪ ،‬ﻭﺍﳋﱪﺓ ﺍﳌﻨﺎﺳﺒﺔ‪.‬‬

‫ﻣﻼﺣﻈﺔ ‪ -‬ﳝﻜﻦ ﺃﻥ ﺗﺘﺄﺛﺮ ﻣﻄﺎﺑﻘﺔ ﺍﳌﻨﺘﺞ ﻟﻠﻤﺘﻄﻠﺒﺎﺕ ﺑﺸﻜﻞ ﻣﺒﺎﺷﺮ‪ ،‬ﺃﻭ ﻏﱪ ﻣﺒﺎﺷﺮ‪ ،‬ﺑﺎﻷﺷﺨﺎﺹ ﺍﻟﺬﻳﻦ ﻳﻘﻮﻣﻮﻥ ﺑﺘﻨﻔﻴﺬ ﺃﻳﺔ ﻣﻬﻤـﺔ ﺿـﻤﻦ ﻧﻈـﺎﻡ ﺇﺩﺍﺭﺓ‬
‫ﺍﳉﻮﺩﺓ‪.‬‬

‫‪ -٢-٢-٦‬ﺍﻟﻜﻔﺎﺀﺓ‪ ،‬ﻭﺍﻟﺘﺪﺭﻳﺐ‪ ،‬ﻭﺍﻹﺩﺭﺍﻙ )‪:(Competence, training and awareness‬‬

‫ﳛﺐ ﻋﻠﻰ ﺍﳌﺆﺳﺴﺔ‪:‬‬
‫ﺇﻗﺮﺍﺭ ﺍﻟﻜﻔﺎﺀﺓ ﺍﻟﻼﺯﻣﺔ ﻟﻸﺷﺨﺎﺹ ﺍﻟﺬﻳﻦ ﻳﻨﻔﱢﺬﻭﻥ ﺃﻋﻤﺎ ﹰﻻ ﺗﺆﺛﺮ ﻋﻠﻰ ﺍﳌﻄﺎﺑﻘﺔ ﳌﺘﻄﻠﺒﺎﺕ ﺍﳌﻨﺘﺞ‪.‬‬ ‫‪(a‬‬
‫ﺃﻳﻨﻤﺎ ﻳﻨﻄﺒﻖ ﺫﻟﻚ‪ ،‬ﺗﻘﺪﱘ ﺍﻟﺘﺪﺭﻳﺐ‪ ،‬ﺃﻭ ﺍﲣﺎﺫ ﺃﻋﻤﺎﻝ ﺃﺧﺮﻯ‪ ،‬ﻟﺘﺤﻘﻴﻖ ﺍﻟﻜﻔﺎﺀﺓ ﺍﻟﻼﺯﻣﺔ‪.‬‬ ‫‪(b‬‬
‫ﺗﻘﻴﻴﻢ ﻓﺎﻋﻠﻴﺔ ﺍﻷﻋﻤﺎﻝ ﺍﳌﺘ‪‬ﺨﺬﺓ‪.‬‬ ‫‪(c‬‬
‫ﺿﻤﺎﻥ ﺃﻥ ﺍﻟﻌﺎﻣﻠﲔ ﻓﻴﻬﺎ ﻣﺪﺭﻛﻮﻥ ﻟﻌﻼﻗﺔ ﻭﺃﳘﻴﺔ ﺃﻧﺸﻄﺘﻬﻢ‪ ،‬ﻭﻛﻴﻒ ﻳﺴﺎﳘﻮﻥ ﰲ ﲢﻘﻴﻖ ﺃﻫﺪﺍﻑ ﺍﳉﻮﺩﺓ‪.‬‬ ‫‪(d‬‬
‫ﺍﻻﺣﺘﻔﺎﻅ ﺑﺴﺠﻼﺕ ﻣﻨﺎﺳﺒﺔ ﻟﻠﺘﻌﻠﻴﻢ‪ ،‬ﻭﺍﻟﺘﺪﺭﻳﺐ‪ ،‬ﻭﺍﳌﺆﻫﻼﺕ‪ ،‬ﻭﺍﳋﱪﺓ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬ ‫‪(e‬‬

‫‪ Dr. Mamoun‬‬ ‫‪Al-Salti, Syrian Virtual University, November 2008‬‬ ‫‪6/16‬‬
 ‫‪ISO 9001:2008, 4th Edition, Arabic Translation‬‬

‫‪ -٣-٦‬ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ )‪:(Infrastructure‬‬

‫ﳛﺐ ﺃﻥ ‪‬ﺗﻘ ‪‬ﺮ ﺍﳌﺆﺳﺴﺔ ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﺍﻟﻼﺯﻣﺔ ﻟﺘﺤﻘﻴﻖ ﺍﳌﻄﺎﺑﻘﺔ ﳌﺘﻄﻠﺒﺎﺕ ﺍﳌﻨﺘﺞ‪ ،‬ﻭﺃﻥ ﺗﻌﻤﻞ ﻋﻠﻰ ﺗﺄﻣﻴﻨﻬﺎ‪ ،‬ﻭﺍﶈﺎﻓﻈﺔ ﻋﻠﻴﻬﺎ‪ .‬ﻭﺗـﺸﻤﻞ‬
‫ﺍﻟﺒﻨﻴﺔ ﺍﻟﺘﺤﺘﻴﺔ ﻣﺎ ﻳﻠﻲ‪ ،‬ﻭﻓﻘﹰﺎ ﳌﺎ ﻳﻨﻄﺒﻖ ﻣﻨﻬﺎ‪:‬‬
‫‪ (a‬ﺍﻷﺑﻨﻴﺔ‪ ،‬ﻭﻣﻜﺎﻥ ﺍﻟﻌﻤﻞ‪ ،‬ﻭﺍﳌﺮﺍﻓﻖ ﺍﻟﻌﺎﻣﺔ ﺍﳌﺮﺗﺒﻄﺔ ‪‬ﺎ‪.‬‬
‫‪ (b‬ﲡﻬﻴﺰﺍﺕ ﺍﻟﻌﻤﻠﻴﺔ )ﺍﻟﻜﻴﺎﻧﺎﺕ ﺍﻟﺼﻠﺒﺔ ﻭﺍﻟﻠ‪‬ﻴﻨﺔ(‪.‬‬
‫‪ (c‬ﺍﳋﺪﻣﺎﺕ ﺍﻟﺪﺍﻋﻤﺔ )ﻛﺎﻟﻨﻘﻞ‪ ،‬ﺃﻭ ﺍﻻﺗﺼﺎﻻﺕ‪ ،‬ﺃﻭ ﺃﻧﻈﻤﺔ ﺍﳌﻌﻠﻮﻣﺎﺕ(‪.‬‬

‫‪ -٤-٦‬ﺑﻴﺌﺔ ﺍﻟﻌﻤﻞ )‪:(Work environment‬‬

‫ﳛﺐ ﺃﻥ ﺗﻘ ‪‬ﺮ ﺍﳌﺆﺳﺴﺔ ﺑﻴﺌﺔ ﺍﻟﻌﻤﻞ ﺍﻟﻼﺯﻣﺔ ﻟﺘﺤﻘﻴﻖ ﺍﳌﻄﺎﺑﻘﺔ ﳌﺘﻄﻠﺒﺎﺕ ﺍﳌﻨﺘﺞ‪ ،‬ﻭﺃﻥ ﺗﺪﻳﺮﻫﺎ‪.‬‬
‫ﻣﻼﺣﻈﺔ ‪ -‬ﻳ‪‬ﺸﲑ ﻣﺼﻄﻠﺢ "ﺑﻴﺌﺔ ﺍﻟﻌﻤﻞ" ﺇﱃ ﺗﻠﻚ ﺍﻟﺸﺮﻭﻁ ﺍﻟﱵ ﻳﺘﻢ ﺿﻤﻨﻬﺎ ﺗﻨﻔﻴﺬ ﺍﻟﻌﻤﻞ‪ ،‬ﲟﺎ ﰲ ﺫﻟﻚ ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻔﻴﺰﻳﺎﺋﻴﺔ‪ ،‬ﻭﺍﶈﻴﻄﻴﺔ‪ ،‬ﻭﺍﻟﻌﻮﺍﻣﻞ ﺍﻷﺧﺮﻯ‬
‫)ﻣﺜﻞ ﺍﻟﻀﺠﻴﺞ‪ ،‬ﻭﺍﳊﺮﺍﺭﺓ‪ ،‬ﻭﺍﻟﺮﻃﻮﺑﺔ‪ ،‬ﻭﺍﻹﺿﺎﺀﺓ‪ ،‬ﻭﺍﳊﺎﻟﺔ ﺍﳉﻮﻳﺔ(‪.‬‬

‫‪ -٧‬ﲢﻘﻴﻖ ﺍﳌﻨﺘﺞ )‪:(Product realization‬‬

‫‪ -١-٧‬ﺍﻟﺘﺨﻄﻴﻂ ﻟﺘﺤﻘﻴﻖ ﺍﳌﻨﺘﺞ )‪:(Planning for product realization‬‬
‫ﳚﺐ ﺃﻥ ﲣﻄﻂ ﺍﳌﺆﺳﺴﺔ ﻟﻠﻌﻤﻠﻴﺎﺕ ﺍﻟﻼﺯﻣﺔ ﻟﺘﺤﻘﻴﻖ ﺍﳌﻨﺘﺞ‪ ،‬ﻭﺃﻥ ﺗﻄﻮ‪‬ﺭﻫﺎ‪ .‬ﻭﳚﺐ ﺃﻥ ﻳﻜﻮﻥ ﺍﻟﺘﺨﻄﻴﻂ ﻟﺘﺤﻘﻴﻖ ﺍﳌﻨﺘﺞ ﻣﺘﻮﺍﻓﻘـﹰﺎ ﻣـﻊ‬
‫ﻣﺘﻄﻠﺒﺎﺕ ﻋﻤﻠﻴﺎﺕ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﺍﻷﺧﺮﻯ )ﺍﻧﻈﺮ ﺍﻟﻌﻨﺼﺮ ‪.(١-٤‬‬

‫ﻋﻨﺪ ﺍﻟﺘﺨﻄﻴﻂ ﻟﺘﺤﻘﻴﻖ ﺍﳌﻨﺘﺞ‪ ،‬ﳚﺐ ﺃﻥ ﺗﻘ ‪‬ﺮ ﺍﳌﺆﺳﺴﺔ ﻣﺎ ﻳﻠﻲ‪ ،‬ﻭﻓﻘﹰﺎ ﳌﺎ ﻫﻮ ﻣﻨﺎﺳﺐ‪:‬‬
‫‪ (a‬ﺃﻫﺪﺍﻑ ﻭﻣﺘﻄﻠﺒﺎﺕ ﺍﳉﻮﺩﺓ ﻟﻠﻤﻨﺘﺞ‪.‬‬
‫‪ (b‬ﺍﳊﺎﺟﺔ ﺇﱃ ﺗﺄﺳﻴﺲ ﺍﻟﻌﻤﻠﻴﺎﺕ ﻭﺇﻋﺪﺍﺩ ﺍﻟﻮﺛﺎﺋﻖ‪ ،‬ﻭﺇﱃ ﺗﺄﻣﲔ ﺍﳌﻮﺍﺭﺩ‪ ،‬ﺍﳋﺎﺻﺔ ﺑﺎﳌﻨﺘﺞ‪.‬‬
‫‪ (c‬ﺍﻷﻧﺸﻄﺔ ﺍﳋﺎﺻﺔ ﺑﺎﳌﻨﺘﺞ‪ ،‬ﻭﺍﳌﻄﻠﻮﺑﺔ ﻟﻠﺘﺤﻘﻖ ﻣﻨﻪ‪ ،‬ﻭﺍﳌﺼﺎﺩﻗﺔ ﻋﻠﻴﻪ‪ ،‬ﻭﻣﺮﺍﻗﺒﺘﻪ‪ ،‬ﻭﻗﻴﺎﺳﻪ‪ ،‬ﻭﺗﻔﺘﻴﺸﻪ ﻭﺍﺧﺘﺒﺎﺭﻩ‪ ،‬ﻭﻣﻌـﺎﻳﲑ ﻗﺒـﻮﻝ‬
‫ﺍﳌﻨﺘﺞ‪.‬‬
‫‪ (d‬ﺍﻟﺴﺠﻼﺕ ﺍﻟﻼﺯﻣﺔ ﻟﺘﻘﺪﱘ ﺍﻟﺪﻟﻴﻞ ﺑﺄﻥ ﻋﻤﻠﻴﺎﺕ ﺍﻟﺘﺤﻘﻴﻖ‪ ،‬ﻭﺍﳌﻨﺘﺞ ﺍﻟﺬﻱ ﰎ ﲢﻘﻴﻘﻪ‪ ،‬ﺗﻠﱯ ﺍﳌﺘﻄﻠﺒﺎﺕ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬

‫ﳚﺐ ﺃﻥ ﻳﻜﻮﻥ ﺧﺮﺝ ﻫﺬﺍ ﺍﻟﺘﺨﻄﻴﻂ ﺫﺍ ﺷﻜﻞ ﻣﻼﺋﻢ ﻟﻄﺮﻳﻘﺔ ﺗﻨﻔﻴﺬ ﺍﻷﻋﻤﺎﻝ ﰲ ﺍﳌﺆﺳﺴﺔ‪.‬‬

‫ﻣﻼﺣﻈﺔ ‪ -١‬ﳝﻜﻦ ﺍﻹﺷﺎﺭﺓ ﺇﱃ ﺍﻟﻮﺛﻴﻘﺔ ﺍﻟﱵ ﺗﻮﺻ‪‬ﻒ ﻋﻤﻠﻴﺎﺕ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ )ﲟﺎ ﰲ ﺫﻟﻚ ﻋﻤﻠﻴﺎﺕ ﲢﻘﻴﻖ ﺍﳌﻨﺘﺞ(‪ ،‬ﻭﺍﳌﻮﺍﺭﺩ ﺍﻟﱵ ﺳﺘﺴﺘﺨﺪﻡ ﰲ ﻣﻨﺘﺞ‬
‫ﺃﻭ ﻣﺸﺮﻭﻉ ﺃﻭ ﻋﻘﺪ ﻣﻌﲔ‪ ،‬ﲞﻄﺔ ﺍﳉﻮﺩﺓ‪.‬‬
‫ﻣﻼﺣﻈﺔ ‪ -٢‬ﳝﻜﻦ ﺃﻥ ﺗﻄﺒ‪‬ﻖ ﺍﳌﺆﺳﺴﺔ ﺃﻳﻀﹰﺎ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﻮﺍﺭﺩﺓ ﰲ ﺍﻟﻌﻨﺼﺮ ‪ ٣-٧‬ﰲ ﺗﻄﻮﻳﺮ ﻋﻤﻠﻴﺎﺕ ﲢﻘﻴﻖ ﺍﳌﻨﺘﺞ‪.‬‬

‫‪ -٢-٧‬ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﳌﺘﻌﻠﻘﺔ ﺑﺎﻟﺰﺑﻮﻥ )‪:(Customer-related processes‬‬

‫‪ -١-٢-٧‬ﺇﻗﺮﺍﺭ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﳌﺘﻌﻠﻘﺔ ﺑﺎﳌﻨﺘﺞ )‪:(Determination of requirements related to the product‬‬
‫ﳚﺐ ﺃﻥ ‪‬ﺗﻘ ‪‬ﺮ ﺍﳌﺆﺳﺴﺔ ﻣﺎ ﻳﻠﻲ‪:‬‬
‫‪ (a‬ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﳌﻮﺻ‪‬ﻔﺔ ﻣﻦ ﻗﺒﻞ ﺍﻟﺰﺑﻮﻥ‪ ،‬ﲟﺎ ﰲ ﺫﻟﻚ ﻣﺘﻄﻠﺒﺎﺕ ﺃﻧﺸﻄﺔ ﺍﻟﺘﺴﻠﻴﻢ ﻭﻣﺎ ﺑﻌﺪ ﺍﻟﺘﺴﻠﻴﻢ‪.‬‬

‫‪ Dr. Mamoun‬‬ ‫‪Al-Salti, Syrian Virtual University, November 2008‬‬ ‫‪7/16‬‬
 ‫‪ISO 9001:2008, 4th Edition, Arabic Translation‬‬

‫‪ (b‬ﺍﳌﺘﻄﻠﺒﺎﺕ ﻏﲑ ﺍﳌﺼﺮ‪‬ﺡ ﻋﻨﻬﺎ ﻣﻦ ﻗﺒﻞ ﺍﻟﺰﺑﻮﻥ‪ ،‬ﻟﻜﻨﻬﺎ ﺿﺮﻭﺭﻳﺔ ﻟﻼﺳﺘﺨﺪﺍﻡ ﺍﳌﻮﺻ‪‬ﻒ‪ ،‬ﺃﻭ ﺍﳌﻘﺼﻮﺩ‪ ،‬ﺇﺫﺍ ﻛﺎﻥ ﻣﻌﺮﻭﻓﹰﺎ‪.‬‬
‫‪ (c‬ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﺸﺮﻳﻌﻴﺔ ﻭﺍﻟﻘﺎﻧﻮﻧﻴﺔ ﺍﻟﱵ ﺗﻨﻄﺒﻖ ﻋﻠﻰ ﺍﳌﻨﺘﺞ‪.‬‬
‫‪ (d‬ﺃﻱ ﻣﺘﻄﻠﺒﺎﺕ ﺇﺿﺎﻓﻴﺔ ﺗ‪‬ﻌﺘﱪ ﺿﺮﻭﺭﻳﺔ ﻣﻦ ﻗﺒﻞ ﺍﳌﺆﺳﺴﺔ‪.‬‬

‫ﻣﻼﺣﻈﺔ ‪ -‬ﺗﺸﻤﻞ ﺃﻧﺸﻄﺔ ﻣﺎ ﺑﻌﺪ ﺍﻟﺘﺴﻠﻴﻢ‪ ،‬ﻋﻠﻰ ﺳﺒﻴﻞ ﺍﳌﺜﺎﻝ‪ ،‬ﺍﻷﻋﻤﺎﻝ ﺍﳋﺎﺻﺔ ﺑﺘﺮﺗﻴﺒﺎﺕ ﺍﻟﻜﻔﺎﻟﺔ‪ ،‬ﻭﺍﻻﻟﺘﺰﺍﻣﺎﺕ ﺍﻟﺘﻌﺎﻗﺪﻳـﺔ ﻣﺜـﻞ ﺧـﺪﻣﺎﺕ ﺍﻟـﺼﻴﺎﻧﺔ‪،‬‬
‫ﻭﺍﳋﺪﻣﺎﺕ ﺍﻹﺿﺎﻓﻴﺔ ﻣﺜﻞ ﺗﺪﻭﻳﺮ ﺍﳌﻨﺘﺞ ﻭﺍﻟﺘﺨﻠﺺ ﻣﻨﻪ ﺑﺸﻜﻞ ‪‬ﺎﺋﻲ‪.‬‬

‫‪ -٢-٢-٧‬ﻣﺮﺍﺟﻌﺔ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﳌﺘﻌﻠﻘﺔ ﺑﺎﳌﻨﺘﺞ )‪:(Review of requirements related to the product‬‬

‫ﻼ‬
‫ﳚﺐ ﺃﻥ ﺗﺮﺍﺟﻊ ﺍﳌﺆﺳﺴﺔ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﳌﺘﻌﻠﻘﺔ ﺑﺎﳌﻨﺘﺞ‪ .‬ﻭﳚﺐ ﺃﻥ ﺗﺘﻢ ﻫﺬﻩ ﺍﳌﺮﺍﺟﻌﺔ ﻗﺒﻞ ﺍﻟﺘﺰﺍﻡ ﺍﳌﺆﺳﺴﺔ ﺑﺘﺰﻭﻳﺪ ﺍﻟﺰﺑﻮﻥ ﺑﺎﳌﻨﺘﺞ )ﻣـﺜ ﹰ‬
‫ﻗﺒﻞ ﺗﻘﺪﱘ ﺍﻟﻌﺮﻭﺽ‪ ،‬ﺃﻭ ﻗﺒﻮﻝ ﺍﻟﻌﻘﻮﺩ ﺃﻭ ﺍﻟﻄﻠﺒﺎﺕ‪ ،‬ﺃﻭ ﻗﺒﻮﻝ ﺍﻟﺘﻐﻴﲑﺍﺕ ﻋﻠﻰ ﺍﻟﻌﻘﻮﺩ ﺃﻭ ﺍﻟﻄﻠﺒﺎﺕ(‪ ،‬ﻭﳚﺐ ﺃﻥ ﺗﻀﻤﻦ ﺍﳌﺮﺍﺟﻌﺔ ﺃﻧﻪ‪:‬‬
‫‪ (a‬ﻗﺪ ﰎ ﲢﺪﻳﺪ ﻣﺘﻄﻠﺒﺎﺕ ﺍﳌﻨﺘﺞ‪.‬‬
‫‪ (b‬ﻗﺪ ﲤﺖ ﻣﻌﺎﳉﺔ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﻌﻘﺪ‪ ،‬ﺃﻭ ﺍﻟﻄﻠﺐ‪ ،‬ﺍﻟﱵ ﲣﺘﻠﻒ ﻋﻦ ﺗﻠﻚ ﺍﻟﱵ ﰎ ﺍﻟﺘﻌﺒﲑ ﻋﻨﻬﺎ ﺳﺎﺑﻘﹰﺎ‪.‬‬
‫‪ (c‬ﻟﺪﻯ ﺍﳌﺆﺳﺴﺔ ﺍﳌﻘﺪﺭﺓ ﻋﻠﻰ ﺗﻠﺒﻴﺔ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﶈﺪ‪‬ﺩﺓ‪.‬‬

‫ﳚﺐ ﺍﻻﺣﺘﻔﺎﻅ ﺑﺴﺠﻼﺕ ﻧﺘﺎﺋﺞ ﺍﳌﺮﺍﺟﻌﺔ‪ ،‬ﻭﺍﻷﻋﻤﺎﻝ ﺍﻟﻨﺎﲨﺔ ﻋﻦ ﺍﳌﺮﺍﺟﻌﺔ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬

‫ﻋﻨﺪﻣﺎ ﻻ ﻳﻘﺪﻡ ﺍﻟﺰﺑﻮﻥ ﻧﺼﹰﺎ ﻣﻮﹼﺛﻘﹰﺎ ﺑﺎﳌﺘﻄﻠﺒﺎﺕ‪ ،‬ﻓﺈﻧﻪ ﳚﺐ ﺗﺜﺒﻴﺖ ﻫﺬﻩ ﺍﳌﺘﻄﻠﺒﺎﺕ ﻣﻦ ﻗﺒﻞ ﺍﳌﺆﺳﺴﺔ ﻗﺒﻞ ﻗﺒﻮﳍﺎ‪.‬‬

‫ﻋﻨﺪﻣﺎ ﻳﺘﻢ ﺗﻐﻴﲑ ﻣﺘﻄﻠﺒﺎﺕ ﺍﳌﻨﺘﺞ‪ ،‬ﳚﺐ ﺃﻥ ﺗﻀﻤﻦ ﺍﳌﺆﺳﺴﺔ ﺃﻧﻪ ﻗﺪ ﰎ ﺗﻌﺪﻳﻞ ﺍﻟﻮﺛﺎﺋﻖ ﺫﺍﺕ ﺍﻟﻌﻼﻗـﺔ‪ ،‬ﻭﺇﻃـﻼﻉ ﺍﻷﺷـﺨﺎﺹ ﺫﻭﻱ‬
‫ﺍﻟﻌﻼﻗﺔ ﻋﻠﻰ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﱵ ﰎ ﺗﻐﻴﲑﻫﺎ‪.‬‬

‫ﻣﻼﺣﻈﺔ ‪ -‬ﰲ ﺑﻌﺾ ﺍﳊﺎﻻﺕ‪ ،‬ﻛﺎﻟﺒﻴﻊ ﻋﻦ ﻃﺮﻳﻖ ﺍﻹﻧﺘﺮﻧﺖ‪ ،‬ﺗﻜﻮﻥ ﺍﳌﺮﺍﺟﻌﺔ ﺍﻟﺮﲰﻴﺔ ﻟﻜﻞ ﻃﻠﺐ ﻏﲑ ﻋﻤﻠﻴﺔ‪ .‬ﻭﻋﻮﺿﹰﺎ ﻋﻦ ﺫﻟﻚ‪ ،‬ﻓﺈﻥ ﺍﳌﺮﺍﺟﻌﺔ ﳝﻜـﻦ ﺃﻥ‬
‫ﺗﻐﻄﻲ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﳋﺎﺻﺔ ﺑﺎﳌﻨﺘﺞ ﻛﺎﻟﻜﺘﺎﻟﻮﺟﺎﺕ‪ ،‬ﺃﻭ ﺍﳌﺎﺩﺓ ﺍﻹﻋﻼﻧﻴﺔ‪.‬‬

‫‪ -٣-٢-٧‬ﺍﻟﺘﻮﺍﺻﻞ ﻣﻊ ﺍﻟﺰﺑﻮﻥ )‪:(Customer communication‬‬

‫ﳚﺐ ﺃﻥ ‪‬ﺗﻘ ‪‬ﺮ ﺍﳌﺆﺳﺴﺔ‪ ،‬ﻭﺃﻥ ﺗﻄﺒ‪‬ﻖ ﺗﺮﺗﻴﺒﺎﺕ ﻓ ‪‬ﻌﺎﻟﺔ ﻟﻠﺘﻮﺍﺻﻞ ﻣﻊ ﺍﻟﺰﺑﺎﺋﻦ ﲞﺼﻮﺹ ﻣﺎ ﻳﻠﻲ‪:‬‬
‫‪ (a‬ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﳋﺎﺻﺔ ﺑﺎﳌﻨﺘﺞ‪.‬‬
‫‪ (b‬ﺍﻻﺳﺘﻔﺴﺎﺭﺍﺕ‪ ،‬ﺃﻭ ﺍﻟﻌﻘﻮﺩ‪ ،‬ﺃﻭ ﻣﻌﺎﳉﺔ ﺍﻟﻄﻠﺐ‪ ،‬ﲟﺎ ﰲ ﺫﻟﻚ ﺍﻟﺘﻌﺪﻳﻼﺕ‪.‬‬
‫‪ (c‬ﺍﻟﺘﻐﺬﻳﺔ ﺍﻟﺮﺍﺟﻌﺔ ﻣﻦ ﺍﻟﺰﺑﻮﻥ‪ ،‬ﲟﺎ ﰲ ﺫﻟﻚ ﺷﻜﺎﻭﻯ ﺍﻟﺰﺑﻮﻥ‪.‬‬

‫‪ -٣-٧‬ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ )‪:(Design and development‬‬

‫‪ -١-٣-٧‬ﺍﻟﺘﺨﻄﻴﻂ ﻟﻠﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ )‪:(Design and development planning‬‬
‫ﳚﺐ ﺃﻥ ﲣﻄﻂ ﺍﳌﺆﺳﺴﺔ ﻷﻋﻤﺎﻝ ﺗﺼﻤﻴﻢ ﻭﺗﻄﻮﻳﺮ ﺍﳌﻨﺘﺞ‪ ،‬ﻭﺃﻥ ﺗﻀﺒﻄﻬﺎ‪.‬‬
‫ﳚﺐ ﺃﻥ ‪‬ﺗﻘ ‪‬ﺮ ﺍﳌﺆﺳﺴﺔ ﻣﺎ ﻳﻠﻲ ﺃﺛﻨﺎﺀ ﺍﻟﺘﺨﻄﻴﻂ ﻷﻋﻤﺎﻝ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ‪:‬‬
‫‪ (a‬ﻣﺮﺍﺣﻞ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ‪.‬‬
‫‪ (b‬ﺃﻋﻤﺎﻝ ﺍﳌﺮﺍﺟﻌﺔ ﻭﺍﻟﺘﺤﻘﻖ ﻭﺍﻻﻋﺘﻤﺎﺩ ﺍﳌﻨﺎﺳﺒﺔ ﻟﻜﻞ ﻣﺮﺣﻠﺔ ﻣﻦ ﻣﺮﺍﺣﻞ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ‪.‬‬

‫‪ Dr. Mamoun‬‬ ‫‪Al-Salti, Syrian Virtual University, November 2008‬‬ ‫‪8/16‬‬
 ‫‪ISO 9001:2008, 4th Edition, Arabic Translation‬‬

‫‪ (c‬ﺍﳌﺴﺆﻭﻟﻴﺎﺕ ﻭﺍﻟﺼﻼﺣﻴﺎﺕ ﲡﺎﻩ ﺃﻋﻤﺎﻝ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ‪.‬‬

‫ﳚﺐ ﺃﻥ ﺗﺪﻳﺮ ﺍﳌﺆﺳﺴﺔ ﻧﻘﺎﻁ ﺍﻟﺘﺪﺍﺧﻞ ﺑﲔ ﺍ‪‬ﻤﻮﻋﺎﺕ ﺍﳌﺨﺘﻠﻔﺔ ﺍﳌﺸﺎﺭﻛﺔ ﰲ ﺃﻋﻤﺎﻝ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ‪ ،‬ﻟﻀﻤﺎﻥ ﺍﻟﺘﻮﺍﺻﻞ ﺍﻟﻔﻌ‪‬ـﺎﻝ‬
‫ﻭﺍﻟﺘﺨﺼﻴﺺ ﺍﻟﻮﺍﺿﺢ ﻟﻠﻤﺴﺆﻭﻟﻴﺔ‪.‬‬

‫ﳚﺐ ﲢﺪﻳﺚ ﺧﺮﺝ ﻋﻤﻠﻴﺔ ﺍﻟﺘﺨﻄﻴﻂ ﻣﻊ ﺗﻘﺪﻡ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ‪ ،‬ﻭﻓﻘﹰﺎ ﳌﺎ ﻫﻮ ﻣﻨﺎﺳﺐ‪.‬‬
‫ﻣﻼﺣﻈﺔ ‪ -‬ﺇﻥ ﳌﺮﺍﺟﻌﺔ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ‪ ،‬ﻭﺍﻟﺘﺤﻘﻖ ﻣﻨﻪ‪ ،‬ﻭﺍﻋﺘﻤﺎﺩﻩ‪ ،‬ﻏﺎﻳﺎﺕ ﳑ‪‬ﻴﺰﺓ‪ .‬ﻭﳝﻜﻦ ﺍﻟﻘﻴﺎﻡ ﺑﻜﻞ ﻣﻨﻬﺎ‪ ،‬ﻭﺍﻻﺣﺘﻔﺎﻅ ﺑﺎﻟﺴﺠﻼﺕ ﺍﳋﺎﺻﺔ ‪‬ﺎ‪ ،‬ﺑﺸﻜﻞ‬
‫ﻣﻨﻔﺼﻞ‪ ،‬ﺃﻭ ﺑﺄﻱ ﲨﻊ ﺑﻴﻨﻬﺎ‪ ،‬ﻭﺫﻟﻚ ﲟﺎ ﻳ‪‬ﻨﺎﺳﺐ ﺍﳌﻨﺘﺞ ﻭﺍﳌﺆﺳﺴﺔ‪.‬‬

‫‪ -٢-٣-٧‬ﻣﺪﺧﻼﺕ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ )‪:(Design and development inputs‬‬

‫ﳚﺐ ﺇﻗﺮﺍﺭ ﺍﳌﺪﺧﻼﺕ ﺍﳌﺘﻌﻠﻘﺔ ﲟﺘﻄﻠﺒﺎﺕ ﺍﳌﻨﺘﺞ‪ ،‬ﻭﺍﻻﺣﺘﻔﺎﻅ ﺑﺎﻟﺴﺠﻼﺕ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪ .(٤-٢-٤‬ﻭﳚﺐ ﺃﻥ ﺗﺸﻤﻞ ﺍﳌـﺪﺧﻼﺕ ﻣـﺎ‬
‫ﻳﻠﻲ‪:‬‬
‫‪ (a‬ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﻮﻇﻴﻔﻴﺔ ﻭﻣﺘﻄﻠﺒﺎﺕ ﺍﻷﺩﺍﺀ‪.‬‬
‫‪ (b‬ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻟﺘﺸﺮﻳﻌﻴﺔ ﻭﺍﻟﻘﺎﻧﻮﻧﻴﺔ ﺳﺎﺭﻳﺔ ﺍﳌﻔﻌﻮﻝ‪.‬‬
‫‪ (c‬ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﳌﺴﺘﻤﺪﺓ ﻣﻦ ﺗﺼﺎﻣﻴﻢ ﺳﺎﺑﻘﺔ ﳑﺎﺛﻠﺔ‪ ،‬ﺃﻳﻨﻤﺎ ﻳﻜﻮﻥ ﺫﻟﻚ ﳑﻜﻨﹰﺎ‪.‬‬
‫‪ (d‬ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﻷﺧﺮﻯ ﺍﻟﻀﺮﻭﺭﻳﺔ ﻟﻠﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ‪.‬‬

‫ﲡﺐ ﻣﺮﺍﺟﻌﺔ ﺍﳌﺪﺧﻼﺕ ﻣﻦ ﺣﻴﺚ ﻛﻔﺎﻳﺘﻬﺎ‪ .‬ﻭﳚﺐ ﺃﻥ ﺗﻜﻮﻥ ﺍﳌﺘﻄﻠﺒﺎﺕ ﻛﺎﻣﻠﺔ‪ ،‬ﻭﻏﲑ ﻏﺎﻣﻀﺔ‪ ،‬ﻭﻏﲑ ﻣﺘﻌﺎﺭﺿﺔ ﺑﻌﻀﻬﺎ ﻣﻊ ﺑﻌﺾ‪.‬‬

‫‪ -٣-٣-٧‬ﳐﺮﺟﺎﺕ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ )‪:(Design and development outputs‬‬

‫ﳚﺐ ﺃﻥ ﺗﻜﻮﻥ ﳐﺮﺟﺎﺕ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ ﻋﻠﻰ ﺷﻜﻞ ﻣﻨﺎﺳﺐ ﻟﻠﺘﺤﻘﻖ ﻣﻨﻪ ﻣﻘﺎﺭﻧﺔ ﻣﻊ ﺩﺧﻞ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ‪ ،‬ﻭﲡﺐ ﺍﳌﺼﺎﺩﻗﺔ‬
‫ﻋﻠﻴﻬﺎ ﻗﺒﻞ ﲢﺮﻳﺮﻫﺎ‪.‬‬

‫ﳚﺐ ﻋﻠﻰ ﳐﺮﺟﺎﺕ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ ﺃﻥ‪:‬‬

‫ﺗﻠﱯ ﻣﺘﻄﻠﺒﺎﺕ ﻣﺪﺧﻼﺕ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ‪.‬‬ ‫‪(a‬‬
‫ﺗﻌﻄﻲ ﻣﻌﻠﻮﻣﺎﺕ ﻣﻨﺎﺳﺒﺔ ﻟﻠﻤﺸﺘﺮﻳﺎﺕ‪ ،‬ﻭﻟﻺﻧﺘﺎﺝ‪ ،‬ﻭﻟﺘﻘﺪﱘ ﺍﳋﺪﻣﺔ‪.‬‬ ‫‪(b‬‬
‫ﲢﺘﻮﻱ ﻋﻠﻰ ﻣﻌﺎﻳﲑ ﻗﺒﻮﻝ ﺍﳌﻨﺘﺞ‪ ،‬ﺃﻭ ﺗﺸﲑ ﺇﻟﻴﻬﺎ‪.‬‬ ‫‪(c‬‬
‫ﲢﺪ‪‬ﺩ ﺍﻟﺼﻔﺎﺕ ﺍﳌﻤﻴﺰﺓ ﻟﻠﻤﻨﺘﺞ ﺍﻟﱵ ﺗﻌﺘﱪ ﺃﺳﺎﺳﻴﺔ ﺑﺎﻟﻨﺴﺒﺔ ﻟﻼﺳﺘﺨﺪﺍﻡ ﺍﻵﻣﻦ ﻭﺍﻟﺼﺤﻴﺢ ﻟﻪ‪.‬‬ ‫‪(d‬‬

‫ﻣﻼﺣﻈﺔ ‪ -‬ﳝﻜﻦ ﺃﻥ ﺗﺸﺘﻤﻞ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﳋﺎﺻﺔ ﺑﺎﻹﻧﺘﺎﺝ‪ ،‬ﺃﻭ ﺗﻘﺪﱘ ﺍﳋﺪﻣﺔ‪ ،‬ﻋﻠﻰ ﻣﻌﻠﻮﻣﺎﺕ ﺣﻮﻝ ﺍﶈﺎﻓﻈﺔ ﻋﻠﻰ ﺍﳌﻨﺘﺞ‪.‬‬

‫‪ -٤-٣-٧‬ﻣﺮﺍﺟﻌﺔ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ )‪:(Design and development review‬‬

‫ﳚﺐ ﺍﻟﻘﻴﺎﻡ ﲟﺮﺍﺟﻌﺎﺕ ﻣﻨﻬﺠﻴﺔ ﻟﻠﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ ﰲ ﻣﺮﺍﺣﻞ ﻣﻨﺎﺳﺒﺔ‪ ،‬ﻭﻓﻘﹰﺎ ﻟﻠﺘﺮﺗﻴﺒﺎﺕ ﺍﳌﺨﻄﻂ ﳍﺎ )ﺍﻧﻈﺮ ﺍﻟﺒﻨـﺪ ‪ ،(١-٣-٧‬ﻣـﻦ‬
‫ﺃﺟﻞ‪:‬‬
‫‪ (a‬ﺗﻘﻴﻴﻢ ﻗﺪﺭﺓ ﻧﺘﺎﺋﺞ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ ﻋﻠﻰ ﺗﻠﺒﻴﺔ ﺍﳌﺘﻄﻠﺒﺎﺕ‪.‬‬
‫‪ (b‬ﲢﺪﻳﺪ ﺃﻱ ﻣﺸﻜﻼﺕ‪ ،‬ﻭﺍﻗﺘﺮﺍﺡ ﺍﻷﻋﻤﺎﻝ ﺍﻟﻀﺮﻭﺭﻳﺔ‪.‬‬

‫‪ Dr. Mamoun‬‬ ‫‪Al-Salti, Syrian Virtual University, November 2008‬‬ ‫‪9/16‬‬
 ‫‪ISO 9001:2008, 4th Edition, Arabic Translation‬‬

‫ﳚﺐ ﺃﻥ ﻳﻀﻢ ﺍﳌﺸﺎﺭﻛﻮﻥ ﰲ ﻣﺜﻞ ﻫﺬﻩ ﺍﳌﺮﺍﺟﻌﺎﺕ ﳑﺜﻠﲔ ﻋﻦ ﺍﻟﻮﻇﺎﺋﻒ ﺫﺍﺕ ﺍﻟﻌﻼﻗﺔ ﲟﺮﺣﻠﺔ )ﲟﺮﺍﺣﻞ( ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄـﻮﻳﺮ ﻗﻴـﺪ‬
‫ﺍﳌﺮﺍﺟﻌﺔ‪ .‬ﻭﳚﺐ ﺍﻻﺣﺘﻔﺎﻅ ﺑﺴﺠﻼﺕ ﻧﺘﺎﺋﺞ ﺍﳌﺮﺍﺟﻌﺎﺕ‪ ،‬ﻭﺃﻱ ﺃﻋﻤﺎﻝ ﺿﺮﻭﺭﻳﺔ ﺃﺧﺮﻯ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬

‫‪ -٥-٣-٧‬ﺍﻟﺘﺤﻘﻖ ﻣﻦ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ )‪:(Design and development verification‬‬

‫ﳚﺐ ﺍﻟﻘﻴﺎﻡ ﺑﺎﻟﺘﺤﻘﻖ ﻭﻓﻘﹰﺎ ﻟﻠﺘﺮﺗﻴﺒﺎﺕ ﺍﳌﺨﻄﻂ ﳍﺎ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪ (١-٣-٧‬ﻟﻀﻤﺎﻥ ﺃﻥ ﳐﺮﺟﺎﺕ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ ﻗﺪ ﻟﺒ‪‬ﺖ ﻣﺘﻄﻠﺒﺎﺕ‬
‫ﻣﺪﺧﻼﺕ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ‪ .‬ﻭﳚﺐ ﺍﻻﺣﺘﻔﺎﻅ ﺑﺴﺠﻼﺕ ﻧﺘﺎﺋﺞ ﺍﻟﺘﺤﻘﻖ‪ ،‬ﻭﺃﻱ ﺃﻋﻤﺎﻝ ﺿﺮﻭﺭﻳﺔ ﺃﺧﺮﻯ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬

‫‪ -٦-٣-٧‬ﺍﻋﺘﻤﺎﺩ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ )‪:(Design and development validation‬‬

‫ﳚﺐ ﺍﻋﺘﻤﺎﺩ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ ﻭﻓﻘﹰﺎ ﻟﻠﺘﺮﺗﻴﺒﺎﺕ ﺍﳌﺨﻄﻂ ﳍﺎ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪ (١-٣-٧‬ﻟﻀﻤﺎﻥ ﺃﻥ ﺍﳌﻨﺘﺞ ﺍﻟﺬﻱ ﰎ ﲢﻘﻴﻘﻪ ﻗﺎﺩﺭ ﻋﻠﻰ ﺗﻠﺒﻴﺔ‬
‫ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﳋﺎﺻﺔ ﺑﺎﻟﺘﻄﺒﻴﻖ ﺍﶈﺪ‪‬ﺩ‪ ،‬ﺃﻭ ﺍﻻﺳﺘﺨﺪﺍﻡ ﺍﳌﻘﺼﻮﺩ‪ ،‬ﺇﺫﺍ ﻛﺎﻥ ﻣﻌﺮﻭﻓﹰﺎ‪ .‬ﻭﺃﻳﻨﻤﺎ ﻳﻜﻮﻥ ﺫﻟﻚ ﳑﻜﻨﺎﹰ‪ ،‬ﳚﺐ ﺃﻥ ﺗ‪‬ﺴﺘﻜﻤﻞ ﻋﻤﻠﻴـﺔ‬
‫ﺍﻻﻋﺘﻤﺎﺩ ﻗﺒﻞ ﺗﺴﻠﻴﻢ ﺍﳌﻨﺘﺞ‪ ،‬ﺃﻭ ﻭﺿﻌﻪ ﻗﻴﺪ ﺍﻻﺳﺘﺨﺪﺍﻡ‪ .‬ﻭﳚﺐ ﺍﻻﺣﺘﻔﺎﻅ ﺑﺴﺠﻼﺕ ﻧﺘﺎﺋﺞ ﺍﻻﻋﺘﻤﺎﺩ‪ ،‬ﻭﺃﻱ ﺃﻋﻤﺎﻝ ﺿﺮﻭﺭﻳﺔ ﺃﺧـﺮﻯ‬
‫)ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬

‫‪ -٧-٣-٧‬ﺿﺒﻂ ﺍﻟﺘﻐﻴﲑﺍﺕ ﻋﻠﻰ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ )‪:(Control of design and development changes‬‬
‫ﳚﺐ ﲤﻴﻴﺰ ﺍﻟﺘﻐﻴﲑﺍﺕ ﻋﻠﻰ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ ﻭﺍﻻﺣﺘﻔﺎﻅ ﺑﺎﻟﺴﺠﻼﺕ‪ .‬ﻭﲡﺐ ﻣﺮﺍﺟﻌﺔ ﺍﻟﺘﻐﻴﲑﺍﺕ‪ ،‬ﻭﺍﻟﺘﺤﻘﻖ ﻣﻨﻬﺎ‪ ،‬ﻭﺍﻋﺘﻤﺎﺩﻫﺎ‪ ،‬ﻭﻓﻘﹰﺎ‬
‫ﳌﺎ ﻫﻮ ﻣﻨﺎﺳﺐ‪ ،‬ﻭﻣﻦ ﰒ ﺍﳌﺼﺎﺩﻗﺔ ﻋﻠﻴﻬﺎ ﻗﺒﻞ ﺗﻄﺒﻴﻘﻬﺎ‪ .‬ﻛﻤﺎ ﳚﺐ ﺃﻥ ﺗﺸﻤﻞ ﻣﺮﺍﺟﻌﺔ ﺍﻟﺘﻐﻴﲑﺍﺕ ﻋﻠﻰ ﺍﻟﺘﺼﻤﻴﻢ ﻭﺍﻟﺘﻄﻮﻳﺮ ﺗﻘﻴﻴﻢ ﺗـﺄﺛﲑ‬
‫ﻫﺬﻩ ﺍﻟﺘﻐﻴﲑﺍﺕ ﻋﻠﻰ ﺍﻷﺟﺰﺍﺀ ﺍﳌﻜﻮﻧﺔ ﻟﻠﻤﻨﺘﺞ‪ ،‬ﻭﺍﳌﻨﺘﺞ ﺍﻟﺬﻱ ﻗﺪ ﰎ ﺗﺴﻠﻴﻤﻪ‪ .‬ﳚﺐ ﺍﻻﺣﺘﻔﺎﻅ ﺑﺴﺠﻼﺕ ﻧﺘﺎﺋﺞ ﻣﺮﺍﺟﻌﺔ ﺍﻟﺘﻐـﻴﲑﺍﺕ‪،‬‬
‫ﻭﺃﻱ ﺃﻋﻤﺎﻝ ﺿﺮﻭﺭﻳﺔ ﺃﺧﺮﻯ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬

‫‪ -٤-٧‬ﺍﻟﺸﺮﺍﺀ )‪:(Purchasing‬‬
‫‪ -١-٤-٧‬ﻋﻤﻠﻴﺔ ﺍﻟﺸﺮﺍﺀ )‪:(Purchasing process‬‬
‫ﳚﺐ ﺃﻥ ﺗﻀﻤﻦ ﺍﳌﺆﺳﺴﺔ ﺃﻥ ﺍﳌﻨﺘﺞ ﺍﳌﺸﺘﺮﻯ ﻳﻄﺎﺑﻖ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺸﺮﺍﺀ ﺍﶈﺪ‪‬ﺩﺓ‪ .‬ﺇﻥ ﻧﻮﻉ ﻭﻣﻘﺪﺍﺭ ﺍﻟﻀﺒﻂ ﺍﳌﻄﺒ‪‬ﻖ ﻋﻠﻰ ﺍﳌﻮﺭ‪‬ﺩ‪ ،‬ﻭﻋﻠـﻰ‬
‫ﺍﳌﻨﺘﺞ ﺍﳌﺸﺘﺮﻯ‪ ،‬ﳚﺐ ﺃﻥ ﻳﻌﺘﻤﺪ ﻋﻠﻰ ﺗﺄﺛﲑ ﻫﺬﺍ ﺍﳌﻨﺘﺞ ﻋﻠﻰ ﻋﻤﻠﻴﺔ ﲢﻘﻴﻖ ﺍﳌﻨﺘﺞ ﺍﻟﺘﺎﱄ‪ ،‬ﺃﻭ ﻋﻠﻰ ﺍﳌﻨﺘﺞ ﺍﻟﻨﻬﺎﺋﻲ‪.‬‬

‫ﳚﺐ ﺃﻥ ﺗﻘﻴ‪‬ﻢ ﺍﳌﺆﺳﺴﺔ ﺍﳌﻮﺭ‪‬ﺩﻳﻦ‪ ،‬ﻭﲣﺘﺎﺭﻫﻢ‪ ،‬ﺑﻨﺎ ًﺀ ﻋﻠﻰ ﻗﺪﺭ‪‬ﻢ ﻋﻠﻰ ﺗﻘﺪﱘ ﻣﻨﺘﺞ ﻭﻓﻘﹰﺎ ﳌﺘﻄﻠﺒﺎﺕ ﺍﳌﺆﺳﺴﺔ‪ .‬ﻭﳚﺐ ﻭﺿـﻊ ﻣﻌـﺎﻳﲑ‬
‫ﺍﻻﺧﺘﻴﺎﺭ‪ ،‬ﻭﺍﻟﺘﻘﻴﻴﻢ‪ ،‬ﻭﺇﻋﺎﺩﺓ ﺍﻟﺘﻘﻴﻴﻢ‪ .‬ﻛﻤﺎ ﳚﺐ ﺍﻻﺣﺘﻔﺎﻅ ﺑﺴﺠﻼﺕ ﻧﺘﺎﺋﺞ ﺃﻋﻤﺎﻝ ﺍﻟﺘﻘﻴﻴﻢ ﻭﺃﻱ ﺃﻋﻤﺎﻝ ﺿﺮﻭﺭﻳﺔ ﺃﺧﺮﻯ ﻧﺎﲨﺔ ﻋـﻦ‬
‫ﺍﻟﺘﻘﻴﻴﻢ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬

‫‪ -٢-٤-٧‬ﻣﻌﻠﻮﻣﺎﺕ ﺍﻟﺸﺮﺍﺀ )‪:(Purchasing information‬‬

‫ﳚﺐ ﺃﻥ ﺗﺼﻒ ﻣﻌﻠﻮﻣﺎﺕ ﺍﻟﺸﺮﺍﺀ ﺍﳌﻨﺘﺞ ﺍﳌﺮﺍﺩ ﺷﺮﺍﺅﻩ‪ ،‬ﲟﺎ ﰲ ﺫﻟﻚ ﻣﺎ ﻳﻠﻲ ﻭﻓﻘﹰﺎ ﳌﺎ ﻫﻮ ﻣﻨﺎﺳﺐ‪:‬‬
‫‪ (a‬ﻣﺘﻄﻠﺒﺎﺕ ﺍﳌﺼﺎﺩﻗﺔ ﻋﻠﻰ ﺍﳌﻨﺘﺞ‪ ،‬ﻭﺍﻹﺟﺮﺍﺀﺍﺕ‪ ،‬ﻭﺍﻟﻌﻤﻠﻴﺎﺕ‪ ،‬ﻭﺍﻟﺘﺠﻬﻴﺰﺍﺕ‪.‬‬
‫‪ (b‬ﻣﺘﻄﻠﺒﺎﺕ ﺗﺄﻫﻴﻞ ﺍﻷﺷﺨﺎﺹ‪.‬‬
‫‪ (c‬ﻣﺘﻄﻠﺒﺎﺕ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪.‬‬

‫ﳚﺐ ﺃﻥ ﺗﻀﻤﻦ ﺍﳌﺆﺳﺴﺔ ﻛﻔﺎﻳﺔ ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺸﺮﺍﺀ ﺍﶈﺪ‪‬ﺩﺓ ﻗﺒﻞ ﺇﻋﻼﻡ ﺍﳌﻮﺭ‪‬ﺩ ‪‬ﺎ‪.‬‬

‫‪ Dr. Mamoun‬‬ ‫‪Al-Salti, Syrian Virtual University, November 2008‬‬ ‫‪10/16‬‬
 ‫‪ISO 9001:2008, 4th Edition, Arabic Translation‬‬

‫‪ -٣-٤-٧‬ﺍﻟﺘﺤﻘﻖ ﻣﻦ ﺍﳌﻨﺘﺞ ﺍﳌﺸﺘﺮﻯ )‪:(Verification of purchased product‬‬

‫ﳚﺐ ﺃﻥ ﺗﻀﻊ ﺍﳌﺆﺳﺴﺔ‪ ،‬ﻭﺃﻥ ﺗﻄﺒ‪‬ﻖ‪ ،‬ﺃﻧﺸﻄﺔ ﺍﻟﺘﻔﺘﻴﺶ‪ ،‬ﺃﻭ ﺃﻱ ﺃﻧﺸﻄﺔ ﺃﺧﺮﻯ ﺿﺮﻭﺭﻳﺔ‪ ،‬ﻟﻀﻤﺎﻥ ﺃﻥ ﺍﳌﻨﺘﺞ ﺍﳌﺸﺘﺮﻯ ﻳﻠﱯ ﻣﺘﻄﻠﺒـﺎﺕ‬
‫ﺍﻟﺸﺮﺍﺀ ﺍﶈﺪ‪‬ﺩﺓ‪.‬‬

‫ﻋﻨﺪﻣﺎ ﺗﺮﻏﺐ ﺍﳌﺆﺳﺴﺔ‪ ،‬ﺃﻭ ﺯﺑﻮ‪‬ﺎ‪ ،‬ﺍﻟﻘﻴﺎﻡ ﺑﺎﻟﺘﺤﻘﻖ ﰲ ﻣﻨﺸﺂﺕ ﺍﳌﻮﺭ‪‬ﺩ‪ ،‬ﻓﺈ‪‬ﺎ ﳚﺐ ﺃﻥ ﺗﺼﺮ‪‬ﺡ ﻋﻦ ﺗﺮﺗﻴﺒﺎﺕ ﺍﻟﺘﺤﻘﻖ ﺍﳌﺮﻏـﻮﺏ ‪‬ـﺎ‪،‬‬
‫ﻭﻃﺮﻳﻘﺔ ﲢﺮﻳﺮ ﺍﳌﻨﺘﺞ‪ ،‬ﰲ ﻣﻌﻠﻮﻣﺎﺕ ﺍﻟﺸﺮﺍﺀ‪.‬‬

‫‪ -٥-٧‬ﺍﻹﻧﺘﺎﺝ‪ ،‬ﻭﺗﻘﺪﱘ ﺍﳋﺪﻣﺔ )‪:(Production and service provision‬‬

‫‪ -١-٥-٧‬ﺿﺒﻂ ﺍﻹﻧﺘﺎﺝ ﻭﺗﻘﺪﱘ ﺍﳋﺪﻣﺔ )‪:(Control of production and service provision‬‬
‫ﳚﺐ ﺃﻥ ﲣﻄﻂ ﺍﳌﺆﺳﺴﺔ ﻟﻌﻤﻠﻴﺎﺕ ﺍﻹﻧﺘﺎﺝ ﻭﺗﻘﺪﱘ ﺍﳋﺪﻣﺔ‪ ،‬ﻭﺃﻥ ﺗﻨﻔﱢﺬﻫﺎ‪ ،‬ﲢﺖ ﺷﺮﻭﻁ ﻣﻀﺒﻮﻃﺔ‪ .‬ﻭﳚـﺐ ﺃﻥ ﺗـﺸﻤﻞ ﺍﻟـﺸﺮﻭﻁ‬
‫ﺍﳌﻀﺒﻮﻃﺔ ﻣﺎ ﻳﻠﻲ‪ ،‬ﻭﻓﻘﹰﺎ ﳌﺎ ﻳﻨﻄﺒﻖ ﻣﻨﻬﺎ‪:‬‬
‫‪ (a‬ﺗﻮﻓﺮ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﻟﱵ ﲢﺪ‪‬ﺩ ﺍﻟﺼﻔﺎﺕ ﺍﳌﻤ‪‬ﻴﺰﺓ ﻟﻠﻤﻨﺘﺞ‪.‬‬
‫‪ (b‬ﺗﻮﻓﺮ ﺗﻌﻠﻴﻤﺎﺕ ﺍﻟﻌﻤﻞ‪ ،‬ﻭﻓﻘﹰﺎ ﻟﻠﺤﺎﺟﺔ‪.‬‬
‫‪ (c‬ﺍﺳﺘﺨﺪﺍﻡ ﲡﻬﻴﺰﺍﺕ ﻣﻨﺎﺳﺒﺔ‪.‬‬
‫‪ (d‬ﺗﻮﻓﺮ ﲡﻬﻴﺰﺍﺕ ﺍﳌﺮﺍﻗﺒﺔ ﻭﺍﻟﻘﻴﺎﺱ‪ ،‬ﻭﺍﺳﺘﺨﺪﺍﻣﻬﺎ‪.‬‬
‫‪ (e‬ﺗﻄﺒﻴﻖ ﺃﻋﻤﺎﻝ ﺍﳌﺮﺍﻗﺒﺔ ﻭﺍﻟﻘﻴﺎﺱ‪.‬‬
‫‪ (f‬ﺗﻄﺒﻴﻖ ﺃﻧﺸﻄﺔ ﲢﺮﻳﺮ ﺍﳌﻨﺘﺞ‪ ،‬ﻭﺗﺴﻠﻴﻤﻪ‪ ،‬ﻭﺃﻧﺸﻄﺔ ﻣﺎ ﺑﻌﺪ ﺍﻟﺘﺴﻠﻴﻢ‪.‬‬

‫‪ -٢-٥-٧‬ﺍﻋﺘﻤﺎﺩ ﻋﻤﻠﻴﺎﺕ ﺍﻹﻧﺘﺎﺝ ﻭﻋﻤﻠﻴﺎﺕ ﺗﻘﺪﱘ ﺍﳋﺪﻣﺔ )‪:(Validation of processes for production and service provision‬‬
‫ﳚﺐ ﺃﻥ ﺗﻌﺘﻤﺪ ﺍﳌﺆﺳﺴﺔ ﺃﻳﺔ ﻋﻤﻠﻴﺎﺕ ﺇﻧﺘﺎﺝ‪ ،‬ﻭﻋﻤﻠﻴﺎﺕ ﺗﻘﺪﱘ ﺧﺪﻣﺔ‪ ،‬ﻻ ﳝﻜﻦ ﺍﻟﺘﺤﻘﻖ ﻣﻦ ﺍﳋﺮﺝ ﺍﻟﻨﺎﺗﺞ ﻋﻨﻬﺎ ﻋﻦ ﻃﺮﻳﻖ ﺍﳌﺮﺍﻗﺒـﺔ‬
‫ﻭﺍﻟﻘﻴﺎﺱ ﺍﻟﻼﺣﻘﲔ‪ ،‬ﺍﻷﻣﺮ ﺍﻟﺬﻱ ﻳﺆﺩﻱ ﺇﱃ ﺃﻥ ﺍﻟﻌﻴﻮﺏ ﺗﻈﻬﺮ ﻓﻘﻂ ﺑﻌﺪ ﻭﺿﻊ ﺍﳌﻨﺘﺞ ﻗﻴﺪ ﺍﻻﺳﺘﺨﺪﺍﻡ‪ ،‬ﺃﻭ ﺑﻌﺪ ﺗﻘﺪﱘ ﺍﳋﺪﻣﺔ‪.‬‬

‫ﳚﺐ ﺃﻥ ﻳ‪‬ﻈﻬﺮ ﺍﻻﻋﺘﻤﺎﺩ ﻗﺪﺭﺓ ﻫﺬﻩ ﺍﻟﻌﻤﻠﻴﺎﺕ ﻋﻠﻰ ﲢﻘﻴﻖ ﺍﻟﻨﺘﺎﺋﺞ ﺍﳌﺨﻄﻂ ﳍﺎ‪.‬‬

‫ﳚﺐ ﺃﻥ ﺗﻀﻊ ﺍﳌﺆﺳﺴﺔ ﺗﺮﺗﻴﺒﺎﺕ ﳍﺬﻩ ﺍﻟﻌﻤﻠﻴﺎﺕ‪ ،‬ﺗﺘﻀﻤﻦ ﻣﺎ ﻳﻠﻲ‪ ،‬ﻭﻓﻘﹰﺎ ﳌﺎ ﻳﻨﻄﺒﻖ ﻣﻨﻬﺎ‪:‬‬
‫‪ (a‬ﻣﻌﺎﻳﲑ ﳏﺪ‪‬ﺩﺓ ﳌﺮﺍﺟﻌﺔ ﺍﻟﻌﻤﻠﻴﺎﺕ‪ ،‬ﻭﻗﺒﻮﳍﺎ‪.‬‬
‫‪ (b‬ﻗﺒﻮﻝ ﺍﻟﺘﺠﻬﻴﺰﺍﺕ ﻭﻣﺆﻫﻼﺕ ﺍﻷﺷﺨﺎﺹ‪.‬‬
‫‪ (c‬ﺍﺳﺘﺨﺪﺍﻡ ﻃﺮﻕ ﻭﺇﺟﺮﺍﺀﺍﺕ ﺧﺎﺻﺔ‪.‬‬
‫‪ (d‬ﻣﺘﻄﻠﺒﺎﺕ ﺍﻟﺴﺠﻼﺕ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬
‫‪ (e‬ﺇﻋﺎﺩﺓ ﺍﻻﻋﺘﻤﺎﺩ‪.‬‬

‫‪ -٣-٥-٧‬ﺍﻟﺘﻤﻴﻴﺰ ﻭﺍﻟﺘﺘﺒﻊ )‪:(Identification and traceability‬‬

‫ﳚﺐ ﺃﻥ ﲤﻴ‪‬ﺰ ﺍﳌﺆﺳﺴﺔ ﺍﳌﻨﺘﺞ ﺑﺎﺳﺘﺨﺪﺍﻡ ﻭﺳﺎﺋﻞ ﻣﻨﺎﺳﺒﺔ ﺧﻼﻝ ﻣﺮﺍﺣﻞ ﲢﻘﻴﻘﻪ‪ ،‬ﺃﻳﻨﻤﺎ ﻳﻜﻮﻥ ﻣﻨﺎﺳﺒﹰﺎ‪.‬‬
‫ﳚﺐ ﺃﻥ ﲤﻴ‪‬ﺰ ﺍﳌﺆﺳﺴﺔ ﺣﺎﻟﺔ ﺍﳌﻨﺘﺞ ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﲟﺘﻄﻠﺒﺎﺕ ﺍﳌﺮﺍﻗﺒﺔ ﻭﺍﻟﻘﻴﺎﺱ ﺧﻼﻝ ﻣﺮﺍﺣﻞ ﲢﻘﻴﻘﻪ‪.‬‬

‫‪ Dr. Mamoun‬‬ ‫‪Al-Salti, Syrian Virtual University, November 2008‬‬ ‫‪11/16‬‬
 ‫‪ISO 9001:2008, 4th Edition, Arabic Translation‬‬

‫ﻋﻨﺪﻣﺎ ﻳﻜﻮﻥ ﺍﻟﺘﺘ‪‬ﺒﻊ ﺃﺣﺪ ﺍﳌﺘﻄﻠﺒﺎﺕ‪ ،‬ﳚﺐ ﺃﻥ ﺗﻀﺒﻂ ﺍﳌﺆﺳﺴﺔ ﺍﻟﺘﻤﻴﻴﺰ ﺍﳋﺎﺹ ﺑﺎﳌﻨﺘﺞ‪ ،‬ﻭﺃﻥ ﲢﺘﻔﻆ ﺑﺎﻟﺴﺠﻼﺕ )ﺍﻧﻈﺮ ﺍﻟﺒﻨـﺪ ‪-٢-٤‬‬
‫‪.(٤‬‬
‫ﻣﻼﺣﻈﺔ ‪ -‬ﰲ ﺑﻌﺾ ﺍﻟﻘﻄﺎﻋﺎﺕ ﺍﻟﺼﻨﺎﻋﻴﺔ‪ ،‬ﻳ‪‬ﻌﺘﱪ ﺗﺴﺠﻴﻞ ﻭﲢﺪﻳﺚ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﳋﺎﺻﺔ ﺑﺎﳌﻨﺘﺞ ﻭﺳﻴﻠﺔ ﳝﻜﻦ ﺑﻮﺍﺳﻄﺘﻬﺎ ﺍﶈﺎﻓﻈﺔ ﻋﻠﻰ ﺍﻟﺘﻤﻴﻴﺰ ﻭﺍﻟﺘﺘﺒﻊ‪.‬‬

‫‪ -٤-٥-٧‬ﳑﺘﻠﻜﺎﺕ ﺍﻟﺰﺑﻮﻥ )‪:(Customer property‬‬

‫ﳚﺐ ﺃﻥ ﺗﻌﺘﲏ ﺍﳌﺆﺳﺴﺔ ﲟﻤﺘﻠﻜﺎﺕ ﺍﻟﺰﺑﻮﻥ ﻋﻨﺪﻣﺎ ﺗﻜﻮﻥ ﲢﺖ ﺳﻴﻄﺮ‪‬ﺎ‪ ،‬ﺃﻭ ﺃﺛﻨﺎﺀ ﺍﺳﺘﺨﺪﺍﻣﻬﺎ ﻣﻦ ‪‬ﻗ‪‬ﺒﻠﻬﺎ‪ .‬ﻭﳚﺐ ﺃﻥ ﲤﻴ‪‬ـﺰ ﺍﳌﺆﺳـﺴﺔ‬
‫ﳑﺘﻠﻜﺎﺕ ﺍﻟﺰﺑﻮﻥ ﺍﻟﱵ ﰎ ﺗﺰﻭﻳﺪﻫﺎ ‪‬ﺎ ﻟﻼﺳﺘﺨﺪﺍﻡ‪ ،‬ﺃﻭ ﻟﻺﺩﺧﺎﻝ ﰲ ﺍﳌﻨﺘﺞ‪ ،‬ﻭﺃﻥ ﺗﺘﺤﻘﻖ ﻣﻨﻬﺎ‪ ،‬ﻭﲢﻤﻴﻬﺎ‪ ،‬ﻭﺗﺼﻮ‪‬ﺎ‪ .‬ﻭﺇﺫﺍ ﹸﻓ ‪‬ﻘﺪ ﺃﻱ ﻣـﻦ‬
‫ﳑﺘﻠﻜﺎﺕ ﺍﻟﺰﺑﻮﻥ‪ ،‬ﺃﻭ ﺗﻌﺮﺿﺖ ﻟﻠﻀﺮﺭ‪ ،‬ﺃﻭ ﺗﺒﲔ ﺃ‪‬ﺎ ﻏﲑ ﻣﻼﺋﻤﺔ ﻟﻼﺳﺘﺨﺪﺍﻡ‪ ،‬ﻓﺈﻧﻪ ﳚﺐ ﻋﻠﻰ ﺍﳌﺆﺳﺴﺔ ﺇﻋـﻼﻡ ﺍﻟﺰﺑـﻮﻥ ﺑـﺬﻟﻚ‪،‬‬
‫ﻭﺍﻻﺣﺘﻔﺎﻅ ﺑﺎﻟﺴﺠﻼﺕ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬

‫ﻣﻼﺣﻈﺔ ‪ -‬ﳝﻜﻦ ﺃﻥ ﺗﺸﻤﻞ ﳑﺘﻠﻜﺎﺕ ﺍﻟﺰﺑﻮﻥ ﺍﳌﻤﺘﻠﻜﺎﺕ ﺍﻟﻔﻜﺮﻳﺔ‪ ،‬ﻭﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﻟﺸﺨﺼﻴﺔ‪.‬‬

‫‪ -٥-٥-٧‬ﺍﶈﺎﻓﻈﺔ ﻋﻠﻰ ﺍﳌﻨﺘﺞ )‪:(Preservation of product‬‬

‫ﳚﺐ ﺃﻥ ﲢﺎﻓﻆ ﺍﳌﺆﺳﺴﺔ ﻋﻠﻰ ﺍﳌﻨﺘﺞ ﺃﺛﻨﺎﺀ ﺗﻨﻔﻴﺬ ﺍﻟﻌﻤﻠﻴﺎﺕ ﺍﻟﺪﺍﺧﻠﻴﺔ ﻭﺍﻟﺘﺴﻠﻴﻢ ﺇﱃ ﺍﳉﻬﺔ ﺍﳌﻘﺼﻮﺩﺓ ﻣﻦ ﺃﺟﻞ ﺍﻹﺑﻘﺎﺀ ﻋﻠـﻰ ﺍﳌﻄﺎﺑﻘـﺔ‬
‫ﻟﻠﻤﺘﻄﻠﺒﺎﺕ‪ .‬ﻭﺃﻳﻨﻤﺎ ﻳﻨﻄﺒﻖ ﺫﻟﻚ‪ ،‬ﳚﺐ ﺃﻥ ﺗﺸﻤﻞ ﺍﶈﺎﻓﻈﺔ ﺍﻟﺘﻤﻴﻴﺰ‪ ،‬ﻭﺍﳌﻨﺎﻭﻟﺔ‪ ،‬ﻭﺍﻟﺘﻐﻠﻴﻒ‪ ،‬ﻭﺍﻟﺘﺨﺰﻳﻦ‪ ،‬ﻭﺍﳊﻤﺎﻳﺔ‪ .‬ﻛﻤﺎ ﳚﺐ ﺃﻥ ﻳـﺘﻢ‬
‫ﺃﻳﻀﹰﺎ ﺍﶈﺎﻓﻈﺔ ﻋﻠﻰ ﺍﻷﺟﺰﺍﺀ ﺍﳌﻜ ‪‬ﻮﻧﺔ ﻟﻠﻤﻨﺘﺞ‪.‬‬

‫‪ -٦-٧‬ﺿﺒﻂ ﲡﻬﻴﺰﺍﺕ ﺍﳌﺮﺍﻗﺒﺔ ﻭﺍﻟﻘﻴﺎﺱ )‪:(Control of monitoring and measurement equipment‬‬

‫ﳚﺐ ﺃﻥ ﺗﻘ ‪‬ﺮ ﺍﳌﺆﺳﺴﺔ ﺃﻋﻤﺎﻝ ﺍﳌﺮﺍﻗﺒﺔ ﻭﺍﻟﻘﻴﺎﺱ ﺍﻟﱵ ﺳﻴﺘﻢ ﺍﻟﻘﻴﺎﻡ ‪‬ﺎ‪ ،‬ﻭﲡﻬﻴﺰﺍﺕ ﺍﳌﺮﺍﻗﺒﺔ ﻭﺍﻟﻘﻴﺎﺱ ﺍﻟﻼﺯﻣﺔ ﻟﺘﻘﺪﱘ ﺍﻟﺪﻟﻴﻞ ﻋﻠﻰ ﻣﻄﺎﺑﻘـﺔ‬
‫ﺍﳌﻨﺘﺞ ﻟﻠﻤﺘﻄﻠﺒﺎﺕ ﺍﶈﺪ‪‬ﺩﺓ‪.‬‬

‫ﺕ ﻟﻀﻤﺎﻥ ﺃﻧﻪ ﳝﻜﻦ ﺍﻟﻘﻴﺎﻡ ﺑﺄﻋﻤﺎﻝ ﺍﳌﺮﺍﻗﺒﺔ ﻭﺍﻟﻘﻴﺎﺱ ﺑﻄﺮﻳﻘﺔ ﺗﺘﻮﺍﻓﻖ ﻣﻊ ﻣﺘﻄﻠﺒﺎﺕ ﻫﺬﻩ ﺍﻷﻋﻤﺎﻝ‪.‬‬
‫ﳚﺐ ﺃﻥ ﺗﻀﻊ ﺍﳌﺆﺳﺴﺔ ﻋﻤﻠﻴﺎ ‪‬‬

‫ﻋﻨﺪﻣﺎ ﻳﻜﻮﻥ ﻣﻦ ﺍﻟﻀﺮﻭﺭﻱ ﺿﻤﺎﻥ ﻧﺘﺎﺋﺞ ﻣﻌﺘﻤﺪﺓ‪ ،‬ﳚﺐ ﺍﻟﻘﻴﺎﻡ ﲟﺎ ﻳﻠﻲ‪:‬‬

‫‪ (a‬ﻣﻌﺎﻳﺮﺓ ﲡﻬﻴﺰﺍﺕ ﺍﻟﻘﻴﺎﺱ‪ ،‬ﺃﻭ ﺍﻟﺘﺤﻘﻖ ﻣﻨﻬﺎ‪ ،‬ﺃﻭ ﻛﻠﻴﻬﻤﺎ‪ ،‬ﻋﻠﻰ ﻓﺘﺮﺍﺕ ﳏﺪ‪‬ﺩﺓ‪ ،‬ﺃﻭ ﻗﺒﻞ ﺍﻻﺳﺘﺨﺪﺍﻡ‪ ،‬ﻣﻘﺎﺭﻧﺔ ﻣﻊ ﻣﻌﺎﻳﲑ ﻗﻴـﺎﺱ‬
‫ﻣﺮﺟﻌﻴﺔ ﻣﺮﺗﺒﻄﺔ ﲟﻌﺎﻳﲑ ﻗﻴﺎﺱ ﻣﺮﺟﻌﻴﺔ ﺩﻭﻟﻴﺔ ﺃﻭ ﻭﻃﻨﻴﺔ‪ .‬ﻭﻋﻨﺪﻣﺎ ﻻ ﺗﺘﻮﻓﺮ ﻣﺜﻞ ﻫﺬﻩ ﺍﳌﻌﺎﻳﲑ‪ ،‬ﳚﺐ ﺗﺴﺠﻴﻞ ﺍﻷﺳﺎﺱ ﺍﻟﺬﻱ ﰎ‬
‫ﺍﺳﺘﺨﺪﺍﻣﻪ ﻟﻠﻤﻌﺎﻳﺮﺓ‪ ،‬ﺃﻭ ﺍﻟﺘﺤﻘﻖ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬
‫‪ (b‬ﺿﺒﻂ ﲡﻬﻴﺰﺍﺕ ﺍﻟﻘﻴﺎﺱ‪ ،‬ﻭﺇﻋﺎﺩﺓ ﺿﺒﻄﻬﺎ‪ ،‬ﺣﺴﺐ ﺍﻟﻀﺮﻭﺭﺓ‪.‬‬
‫‪ (c‬ﲤﻴﻴﺰ ﲡﻬﻴﺰﺍﺕ ﺍﻟﻘﻴﺎﺱ ﻣﻦ ﺃﺟﻞ ﲢﺪﻳﺪ ﺣﺎﻟﺔ ﻣﻌﺎﻳﺮ‪‬ﺎ‪.‬‬
‫‪ (d‬ﺻﻮﻥ ﲡﻬﻴﺰﺍﺕ ﺍﻟﻘﻴﺎﺱ ﻣﻦ ﺃﻋﻤﺎﻝ ﺍﻟﻀﺒﻂ ﺍﻟﱵ ﻣﻦ ﺷﺄ‪‬ﺎ ﺃﻥ ﺗﺒﻄﻞ ﺻﻼﺣﻴﺔ ﻧﺘﻴﺠﺔ ﺍﻟﻘﻴﺎﺱ‪.‬‬
‫‪ (e‬ﲪﺎﻳﺔ ﲡﻬﻴﺰﺍﺕ ﺍﻟﻘﻴﺎﺱ ﻣﻦ ﺍﻟﻀﺮﺭ‪ ،‬ﺃﻭ ﺗﺪﻫﻮﺭ ﻣﻮﺍﺻﻔﺎ‪‬ﺎ‪ ،‬ﺃﺛﻨﺎﺀ ﺍﳌﻨﺎﻭﻟﺔ ﻭﺍﻟﺼﻴﺎﻧﺔ ﻭﺍﻟﺘﺨﺰﻳﻦ‪.‬‬

‫ﺇﺿﺎﻓﺔ ﺇﱃ ﺫﻟﻚ‪ ،‬ﳚﺐ ﺃﻥ ﺗﻘﻴ‪‬ﻢ ﺍﳌﺆﺳﺴﺔ‪ ،‬ﻭﺃﻥ ﺗﺴﺠ‪‬ﻞ‪ ،‬ﺻﻼﺣﻴﺔ ﻧﺘﺎﺋﺞ ﺍﻟﻘﻴﺎﺱ ﺍﻟﺴﺎﺑﻘﺔ ﻋﻨﺪﻣﺎ ﻳﺘﺒﲔ ﺃﻥ ﺃﺣﺪ ﺍﻟﺘﺠﻬﻴﺰﺍﺕ ﻏﲑ ﻣﻄﺎﺑﻖ‬
‫ﻼ ﻣﻨﺎﺳﺒﹰﺎ ﺑﺸﺄﻥ ﺍﳉﻬﺎﺯ‪ ،‬ﻭﺃﻱ ﻣﻨﺘﺞ ﺗﺄﺛﱠﺮ ﺑﻪ‪.‬‬
‫ﻟﻠﻤﺘﻄﻠﺒﺎﺕ‪ .‬ﻭﳚﺐ ﺃﻥ ﺗ‪‬ﺘﺨﺬ ﺍﳌﺆﺳﺴﺔ ﻋﻤ ﹰ‬

‫ﳚﺐ ﺍﻻﺣﺘﻔﺎﻅ ﺑﺴﺠﻼﺕ ﻧﺘﺎﺋﺞ ﺍﳌﻌﺎﻳﺮﺓ ﻭﺍﻟﺘﺤﻘﻖ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬

‫‪ Dr. Mamoun‬‬ ‫‪Al-Salti, Syrian Virtual University, November 2008‬‬ ‫‪12/16‬‬
 ‫‪ISO 9001:2008, 4th Edition, Arabic Translation‬‬

‫ﺇﺫﺍ ﹸﺍﺳﺘﺨﺪﻡ ﺑﺮﻧﺎﻣﺞ ﺣﺎﺳﻮﺏ ﰲ ﻣﺮﺍﻗﺒﺔ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﶈﺪ‪‬ﺩﺓ‪ ،‬ﻭﻗﻴﺎﺳﻬﺎ‪ ،‬ﻓﺈﻧﻪ ﳚﺐ ﺗﺜﺒﻴﺖ ﻣﻘﺪﺭﺓ ﻫﺬﺍ ﺍﻟﱪﻧﺎﻣﺞ ﻋﻠﻰ ﲢﻘﻴﻖ ﺍﻟﺘﻄﺒﻴـﻖ‬
‫ﺍﳌﻘﺼﻮﺩ‪ .‬ﻭﳚﺐ ﺍﻟﻘﻴﺎﻡ ﺑﺬﻟﻚ ﻗﺒﻞ ﺍﻻﺳﺘﺨﺪﺍﻡ ﺍﻷﻭﱄ ﻟﻪ‪ ،‬ﻭﺇﻋﺎﺩﺓ ﺍﻟﺘﺜﺒﻴﺖ ﻋﻨﺪ ﺍﻟﻀﺮﻭﺭﺓ‪.‬‬
‫ﻣﻼﺣﻈﺔ ‪ -‬ﻳﺸﻤﺘﻞ ﺗﺜﺒﻴﺖ ﻣﻘﺪﺭﺓ ﺑﺮﺍﻣﺞ ﺍﳊﺎﺳﻮﺏ ﻟﻠﺘﻄﺒﻴﻖ ﺍﳌﻘﺼﻮﺩ ‪ ،‬ﻋﺎﺩﺓ‪ ،‬ﻋﻠﻰ ﺍﻟﺘﺤﻘﻖ ﻣﻨﻬﺎ‪ ،‬ﻭﺗﺴﺠﻴﻞ ﻭﲢﺪﻳﺚ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﳋﺎﺻﺔ ﺑﻮﺻﻔﻬﺎ )ﻣﺜـﻞ‬
‫ﺍﻹﺻﺪﺍﺭﺍﺕ ﺍﳋﺎﺻﺔ ‪‬ﺎ‪ ،‬ﻭﺍﻟﺘﺤﺪﻳﺜﺎﺕ ﺍﻟﱵ ﲤﺖ ﻋﻠﻴﻬﺎ‪ ،‬ﻭﺍﳊﻮﺍﺳﺐ ﺃﻭ ﺍﻟﺸﺒﻜﺔ ﺍﻟﱵ ﰎ ﲢﻤﻴﻠﻬﺎ ﻋﻠﻴﻬﺎ‪ ،... ،‬ﺍﱁ(‪ ،‬ﻭﺫﻟﻚ ﻟﻠﺤﻔﺎﻅ ﻋﻠـﻰ ﻣﻼﺀﻣﺘـﻬﺎ‬
‫ﻟﻼﺳﺘﺨﺪﺍﻡ‪.‬‬

‫‪ -٨‬ﺍﻟﻘﻴﺎﺱ‪ ،‬ﻭﺍﻟﺘﺤﻠﻴﻞ‪ ،‬ﻭﺍﻟﺘﺤﺴﲔ )‪:(Measurement, analysis and improvement‬‬

‫‪ -١-٨‬ﻋﻤﻮﻣﻴﺎﺕ )‪:(General‬‬
‫ﳚﺐ ﺃﻥ ﲣﻄﱢﻂ ﺍﳌﺆﺳﺴﺔ‪ ،‬ﻭﺃﻥ ﺗﻄﺒ‪‬ﻖ‪ ،‬ﻋﻤﻠﻴﺎﺕ ﺍﳌﺮﺍﻗﺒﺔ ﻭﺍﻟﻘﻴﺎﺱ ﻭﺍﻟﺘﺤﻠﻴﻞ ﻭﺍﻟﺘﺤﺴﲔ ﺍﻟﻼﺯﻣﺔ ﻣﻦ ﺃﺟﻞ‪:‬‬
‫‪ (a‬ﺇﻇﻬﺎﺭ ﺍﳌﻄﺎﺑﻘﺔ ﳌﺘﻄﻠﺒﺎﺕ ﺍﳌﻨﺘﺞ‪.‬‬
‫‪ (b‬ﺿﻤﺎﻥ ﻣﻄﺎﺑﻘﺔ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪.‬‬
‫‪ (c‬ﺍﻟﺘﺤﺴﲔ ﺍﳌﺘﺘﺎﺑﻊ ﻟﻔﺎﻋﻠﻴﺔ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪.‬‬

‫ﻭﳚﺐ ﺃﻥ ﻳﺸﻤﻞ ﺫﻟﻚ ﺇﻗﺮﺍﺭ ﺍﻟﻄﺮﻕ ﺫﺍﺕ ﺍﻟﻌﻼﻗﺔ‪ ،‬ﲟﺎ ﰲ ﺫﻟﻚ ﺍﻷﺳﺎﻟﻴﺐ ﺍﻹﺣﺼﺎﺋﻴﺔ‪ ،‬ﻭﻣﺪﻯ ﺍﺳﺘﺨﺪﺍﻣﻬﺎ‪.‬‬

‫‪ -٢-٨‬ﺍﳌﺮﺍﻗﺒﺔ ﻭﺍﻟﻘﻴﺎﺱ )‪:(Monitoring and measurement‬‬

‫‪ -١-٢-٨‬ﺭﺿﺎ ﺍﻟﺰﺑﻮﻥ )‪:(Customer satisfaction‬‬
‫ﻛﻮﺍﺣﺪ ﻣﻦ ﻗﻴﺎﺳﺎﺕ ﺃﺩﺍﺀ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪ ،‬ﳚﺐ ﺃﻥ ﺗﺮﺍﻗﺐ ﺍﳌﺆﺳﺴﺔ ﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﳌﺘﻌﻠﻘﺔ ﺑﺮﺃﻱ ﺍﻟﺰﺑﻮﻥ ﺣـﻮﻝ ﻣـﺎ ﺇﺫﺍ ﻛﺎﻧـﺖ‬
‫ﺍﳌﺆﺳﺴﺔ ﻗﺪ ﻗﺎﻣﺖ ﺑﺘﻠﺒﻴﺔ ﻣﺘﻄﻠﺒﺎﺗﻪ‪ .‬ﻭﳚﺐ ﺃﻥ ﻳﺘﻢ ﺇﻗﺮﺍﺭ ﻃﺮﻕ ﺍﳊﺼﻮﻝ ﻋﻠﻰ ﻫﺬﻩ ﺍﳌﻌﻠﻮﻣﺎﺕ‪ ،‬ﻭﺍﺳﺘﺨﺪﺍﻣﻬﺎ‪.‬‬
‫ﻣﻼﺣﻈﺔ ‪ -‬ﳝﻜﻦ ﺃﻥ ﺗﺸﻤﻞ ﻣﺮﺍﻗﺒﺔ ﺭﺃﻱ ﺍﻟﺰﺑﻮﻥ ﺍﳊﺼﻮﻝ ﻋﻠﻰ ﻣﺪﺧﻼﺕ ﻣﻦ ﻣﺼﺎﺩﺭ ﻣﺜﻞ ﺍﺳﺘﺒﻴﺎﻧﺎﺕ ﺭﺿﺎ ﺍﻟﺰﺑﺎﺋﻦ‪ ،‬ﻭﺍﳌﻌﻠﻮﻣﺎﺕ ﺍﻟﻮﺍﺭﺩﺓ ﻣـﻦ ﺍﻟﺰﺑـﻮﻥ‬
‫ﲞﺼﻮﺹ ﺟﻮﺩﺓ ﺍﳌﻨﺘﺞ ﺍﳌﺴ‪‬ﻠﻢ ﻟﻪ‪ ،‬ﻭﺍﺳﺘﺒﻴﺎﻧﺎﺕ ﺭﺃﻱ ﻣﺴﺘﺨﺪﻣﻲ ﺍﳌﻨﺘﺞ‪ ،‬ﻭﲢﻠﻴﻞ ﺍﻷﺿﺮﺍﺭ ﺍﻟﻨﺎﲡﺔ ﻋﻦ ﻓـﺮﺹ ﺍﻟﻌﻤـﻞ ﺍﻟـﻀﺎﺋﻌﺔ )ﺑﺎﻟﻨـﺴﺒﺔ‬
‫ﻟﻠﻤﺆﺳﺴﺔ(‪ ،‬ﻭﺍﻟﺸﻜﺎﻭﻯ‪ ،‬ﻭﻣﻄﺎﻟﺒﺎﺕ ﺍﻟﻜﻔﺎﻟﺔ )ﺍﻟﻀﻤﺎﻥ(‪ ،‬ﻭﺗﻘﺎﺭﻳﺮ ﺍﻟﻮﻛﻼﺀ‪.‬‬

‫‪ -٢-٢-٨‬ﺍﻟﺘﺪﻗﻴﻖ ﺍﻟﺪﺍﺧﻠﻲ )‪:(Internal audit‬‬

‫ﳚﺐ ﺃﻥ ﺗﻘﻮﻡ ﺍﳌﺆﺳﺴﺔ ﺑﻌﻤﻠﻴﺎﺕ ﺗﺪﻗﻴﻖ ﺩﺍﺧﻠﻲ ﻋﻠﻰ ﻓﺘﺮﺍﺕ ﳐﻄﻂ ﳍﺎ‪ ،‬ﻹﻗﺮﺍﺭ ﻣﺎ ﺇﺫﺍ ﻛﺎﻥ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪:‬‬
‫‪ (a‬ﻣﻄﺎﺑﻘﹰﺎ ﻟﻠﺘﺮﺗﻴﺒﺎﺕ ﺍﳌﺨﻄﻂ ﳍﺎ )ﺍﻧﻈﺮ ﺍﻟﻌﻨﺼﺮ ‪ ،(١-٧‬ﻭﳌﺘﻄﻠﺒﺎﺕ ﻫﺬﻩ ﺍﳌﻮﺍﺻﻔﺔ ﺍﻟﻘﻴﺎﺳﻴﺔ ﺍﻟﺪﻭﻟﻴﺔ‪ ،‬ﻭﳌﺘﻄﻠﺒـﺎﺕ ﻧﻈـﺎﻡ ﺇﺩﺍﺭﺓ‬
‫ﺍﳉﻮﺩﺓ ﺍﻟﱵ ﰎ ﲢﺪﻳﺪﻫﺎ ﻣﻦ ﻗﺒﻞ ﺍﳌﺆﺳﺴﺔ‪.‬‬
‫‪ (b‬ﻳﺘﻢ ﺗﻄﺒﻴﻘﻪ ﻭﺍﳊﻔﺎﻅ ﻋﻠﻴﻪ ﺑﺸﻜﻞ ﻓﻌ‪‬ﺎﻝ‪.‬‬

‫ﳚﺐ ﺍﻟﺘﺨﻄﻴﻂ ﻟﱪﻧﺎﻣﺞ ﺍﻟﺘﺪﻗﻴﻖ‪ ،‬ﻣﻊ ﺍﻷﺧﺬ ﺑﻌﲔ ﺍﻻﻋﺘﺒﺎﺭ ﺣﺎﻟﺔ ﺍﻟﻌﻤﻠﻴﺎﺕ ﻭﺍﻷﻣﺎﻛﻦ ﺍﻟﱵ ﺳﻴﺘﻢ ﺗﺪﻗﻴﻘﻬﺎ‪ ،‬ﻭﺃﳘﻴﺘﻬﺎ‪ ،‬ﺇﺿﺎﻓﺔ ﺇﱃ ﻧﺘﺎﺋﺞ‬
‫ﻋﻤﻠﻴﺎﺕ ﺍﻟﺘﺪﻗﻴﻖ ﺍﻟﺴﺎﺑﻘﺔ‪ .‬ﻭﳚﺐ ﲢﺪﻳﺪ ﻣﻌﺎﻳﲑ ﺍﻟﺘﺪﻗﻴﻖ‪ ،‬ﻭﳎﺎﻟﻪ‪ ،‬ﻭﺗﻜﺮﺍﺭﻩ‪ ،‬ﻭﻃﺮﻗﻪ‪ .‬ﻛﻤﺎ ﳚﺐ ﺃﻥ ﻳﻀﻤﻦ ﺍﺧﺘﻴﺎﺭ ﺍﳌﺪﻗﻘﲔ‪ ،‬ﻭﺳـﲑ‬
‫ﻋﻤﻠﻴﺎﺕ ﺍﻟﺘﺪﻗﻴﻖ‪ ،‬ﻣﻮﺿﻮﻋﻴﺔ ﻋﻤﻠﻴﺔ ﺍﻟﺘﺪﻗﻴﻖ‪ ،‬ﻭﻧﺰﺍﻫﺘﻬﺎ‪ .‬ﻭﳚﺐ ﺃﻻ ﻳﻘﻮﻡ ﺍﳌﺪﻗﻘﻮﻥ ﺑﺘﺪﻗﻴﻖ ﻋﻤﻠﻬﻢ‪.‬‬

‫ﳚﺐ ﻭﺿﻊ ﺇﺟﺮﺍﺀ ﻣﻮﹼﺛﻖ ﻟﺘﺤﺪﻳﺪ ﺍﳌﺴﺆﻭﻟﻴﺎﺕ ﻭﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﳌﺘﻌﻠﻘﺔ ﺑﺎﻟﺘﺨﻄﻴﻂ ﻟﻌﻤﻠﻴﺎﺕ ﺍﻟﺘﺪﻗﻴﻖ ﻭﺗﻨﻔﻴﺬﻫﺎ‪ ،‬ﻭﺑﺈﻋـﺪﺍﺩ ﺍﻟـﺴﺠﻼﺕ‪،‬‬
‫ﻭﺑﺮﻓﻊ ﺍﻟﺘﻘﺎﺭﻳﺮ ﺑﺎﻟﻨﺘﺎﺋﺞ‪.‬‬

‫‪ Dr. Mamoun‬‬ ‫‪Al-Salti, Syrian Virtual University, November 2008‬‬ ‫‪13/16‬‬
 ‫‪ISO 9001:2008, 4th Edition, Arabic Translation‬‬

‫ﳚﺐ ﺍﻻﺣﺘﻔﺎﻅ ﺑﺴﺠﻼﺕ ﻋﻤﻠﻴﺎﺕ ﺍﻟﺘﺪﻗﻴﻖ‪ ،‬ﻭﺑﻨﺘﺎﺋﺠﻬﺎ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬

‫ﳚﺐ ﺃﻥ ﺗﻀﻤﻦ ﺍﻹﺩﺍﺭﺓ ﺍﳌﺴﺆﻭﻟﺔ ﻋﻦ ﺍﳌﻜﺎﻥ ﻗﻴﺪ ﺍﻟﺘﺪﻗﻴﻖ ﺍﲣﺎﺫ ﺍﻷﻋﻤﺎﻝ ﺍﻟﻌﻼﺟﻴﺔ ﻭﺍﻟﺘﺼﺤﻴﺤﻴﺔ ﺍﻟﻼﺯﻣﺔ ﺩﻭﻥ ﺗﺄﺧﲑ ﻏـﲑ ﻣـﱪﺭ‪،‬‬
‫ﻭﺫﻟﻚ ﻟﻠﺘﺨﻠﺺ ﻣﻦ ﺣﺎﻻﺕ ﻋﺪﻡ ﺍﳌﻄﺎﺑﻘﺔ ﺍﻟﱵ ﰎ ﺍﻟﻜﺸﻒ ﻋﻨﻬﺎ‪ ،‬ﻭﺃﺳﺒﺎ‪‬ﺎ‪ .‬ﻭﳚﺐ ﺃﻥ ﺗﺸﻤﻞ ﺃﻧﺸﻄﺔ ﺍﳌﺘﺎﺑﻌﺔ ﺍﻟﺘﺤﻘﻖ ﻣﻦ ﺍﻷﻋﻤـﺎﻝ‬
‫ﺍﳌ‪‬ﺘﺨﺬﺓ‪ ،‬ﻭﺭﻓﻊ ﺍﻟﺘﻘﺎﺭﻳﺮ ﺑﻨﺘﺎﺋﺞ ﺍﻟﺘﺤﻘﻖ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٢-٥-٨‬‬

‫ﻣﻼﺣﻈﺔ ‪ -‬ﺍﻧﻈﺮ ﺍﳌﻮﺍﺻﻔﺔ ‪ ISO 19011‬ﻟﻠﺘﻮﺟﻴﻪ‪.‬‬

‫‪ -٣-٢-٨‬ﻣﺮﺍﻗﺒﺔ ﻭﻗﻴﺎﺱ ﺍﻟﻌﻤﻠﻴﺎﺕ )‪:(Monitoring and measurement of processes‬‬

‫ﳚﺐ ﺃﻥ ﺗﻄﺒ‪‬ﻖ ﺍﳌﺆﺳﺴﺔ ﻃﺮﻗﹰﺎ ﻣﻨﺎﺳﺒﺔ ﳌﺮﺍﻗﺒﺔ ﻋﻤﻠﻴﺎﺕ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪ ،‬ﻭﻗﻴﺎﺳﻬﺎ ﺃﻳﻨﻤﺎ ﻳﻨﻄﺒﻖ ﺫﻟﻚ‪ .‬ﻭﳚﺐ ﺃﻥ ﺗ‪‬ﻈﻬﺮ ﻫﺬﻩ ﺍﻟﻄﺮﻕ‬
‫ﻗﺪﺭﺓ ﺍﻟﻌﻤﻠﻴﺎﺕ ﻋﻠﻰ ﲢﻘﻴﻖ ﺍﻟﻨﺘﺎﺋﺞ ﺍﳌﺨﻄﻂ ﳍﺎ‪ .‬ﻭﻋﻨﺪﻣﺎ ﻻ ﻳﺘﻢ ﲢﻘﻴﻖ ﺍﻟﻨﺘﺎﺋﺞ ﺍﳌﺨ ﱠﻄﻂ ﳍـﺎ‪ ،‬ﳚـﺐ ﺍﲣـﺎﺫ ﺍﻟﻌﻤـﻞ ﺍﻟﻌﻼﺟـﻲ‬
‫ﻭﺍﻟﺘﺼﺤﻴﺤﻲ‪ ،‬ﻭﻓﻘﹰﺎ ﳌﺎ ﻫﻮ ﻣﻨﺎﺳﺐ‪.‬‬

‫ﻣﻼﺣﻈﺔ ‪ -‬ﻳ‪‬ﻨﺼﺢ‪ ،‬ﻋﻨﺪ ﲢﺪﻳﺪ ﺍﻟﻄﺮﻕ ﺍﳌﻨﺎﺳﺒﺔ‪ ،‬ﺃﻥ ﺗﺄﺧﺬ ﺍﳌﺆﺳﺴﺔ ﺑﻌﲔ ﺍﻻﻋﺘﺒﺎﺭ ﻧﻮﻉ ﻭﺣﺠﻢ ﺃﻋﻤﺎﻝ ﺍﳌﺮﺍﻗﺒﺔ ﻭﺍﻟﻘﻴﺎﺱ ﺍﳌﻨﺎﺳﺒﺔ ﻟﻜﻞ ﻋﻤﻠﻴﺔ‪ ،‬ﻭﺫﻟﻚ ﻣـﻦ‬
‫ﺣﻴﺚ ﺗﺄﺛﲑﻫﺎ ﻋﻠﻰ ﺍﳌﻄﺎﺑﻘﺔ ﳌﺘﻄﻠﺒﺎﺕ ﺍﳌﻨﺘﺞ‪ ،‬ﻭﻋﻠﻰ ﻓﺎﻋﻠﻴﺔ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪.‬‬

‫‪ -٤-٢-٨‬ﻣﺮﺍﻗﺒﺔ ﻭﻗﻴﺎﺱ ﺍﳌﻨﺘﺞ )‪:(Monitoring and measurement of product‬‬

‫ﳚﺐ ﺃﻥ ﺗﻘﻮﻡ ﺍﳌﺆﺳﺴﺔ ﲟﺮﺍﻗﺒﺔ ﺍﻟﺼﻔﺎﺕ ﺍﳌﻤﻴﺰﺓ ﻟﻠﻤﻨﺘﺞ‪ ،‬ﻭﻗﻴﺎﺳﻬﺎ‪ ،‬ﻟﻠﺘﺤﻘﻖ ﻣﻦ ﺃﻧﻪ ﻗﺪ ﲤﺖ ﺗﻠﺒﻴﺔ ﻣﺘﻄﻠﺒﺎﺕ ﺍﳌﻨﺘﺞ‪ .‬ﻭﳚﺐ ﺃﻥ ﻳـﺘﻢ‬
‫ﺫﻟﻚ ﰲ ﻣﺮﺍﺣﻞ ﻣﻨﺎﺳﺒﺔ ﺧﻼﻝ ﻋﻤﻠﻴﺔ ﲢﻘﻴﻖ ﺍﳌﻨﺘﺞ ﻭﻓﻘﹰﺎ ﻟﻠﺘﺮﺗﻴﺒﺎﺕ ﺍﳌﺨﻄﻂ ﳍﺎ )ﺍﻧﻈﺮ ﺍﻟﻌﻨﺼﺮ ‪ .(١-٧‬ﳚﺐ ﺍﻻﺣﺘﻔﺎﻅ ﺑﺎﻟﺪﻟﻴﻞ ﻋﻠﻰ‬
‫ﺍﳌﻄﺎﺑﻘﺔ ﻣﻊ ﻣﻌﺎﻳﲑ ﺍﻟﻘﺒﻮﻝ‪.‬‬

‫ﳚﺐ ﺃﻥ ﺗﺸﲑ ﺍﻟﺴﺠﻼﺕ ﺇﱃ ﺍﻟﺸﺨﺺ‪/‬ﺍﻷﺷﺨﺎﺹ ﺍﻟﺬﻳﻦ ﻟﺪﻳﻬﻢ ﺍﻟﺼﻼﺣﻴﺔ ﻟﺘﺤﺮﻳﺮ ﺍﳌﻨﺘﺞ ﻣﻦ ﺃﺟﻞ ﺍﻟﺘﺴﻠﻴﻢ ﻟﻠﺰﺑﻮﻥ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪-٤‬‬
‫‪.(٤-٢‬‬

‫ﳚﺐ ﺃﻻ ﻳﺘﻢ ﺍﻟﺒﺪﺀ ﺑﺘﺤﺮﻳﺮ ﺍﳌﻨﺘﺞ ﻭﺗﺴﻠﻴﻢ ﺍﳋﺪﻣﺔ ﺇﱃ ﺍﻟﺰﺑﻮﻥ ﺣﱴ ‪‬ﺗﺴﺘﻜﻤﻞ ﺍﻟﺘﺮﺗﻴﺒﺎﺕ ﺍﳌﺨ ﱠﻄﻂ ﳍﺎ )ﺍﻧﻈﺮ ﺍﻟﻌﻨـﺼﺮ ‪ (١-٧‬ﺑـﺸﻜ ﹴﻞ‬
‫ﺽ‪ ،‬ﺇﻻ ﺇﺫﺍ ﲤﺖ ﺍﳌﺼﺎﺩﻗﺔ ﻋﻠﻰ ﺧﻼﻑ ﺫﻟﻚ ﻣﻦ ﻗﺒﻞ ﺍﳉﻬﺔ ﺫﺍﺕ ﺍﻟﺼﻼﺣﻴﺔ‪ ،‬ﻭﻣﻦ ﻗﺒﻞ ﺍﻟﺰﺑﻮﻥ‪ ،‬ﺃﻳﻨﻤﺎ ﻳﻨﻄﺒﻖ ﺫﻟﻚ‪.‬‬ ‫ﻣﺮ ﹴ‬

‫‪ -٣-٨‬ﺿﺒﻂ ﺍﳌﻨﺘﺞ ﻏﲑ ﺍﳌﻄﺎﺑﻖ )‪:(Control of nonconforming product‬‬

‫ﳚﺐ ﺃﻥ ﺗﻀﻤﻦ ﺍﳌﺆﺳﺴﺔ ﺃﻧﻪ ﻳﺘﻢ ﲤﻴﻴﺰ ﺍﳌﻨﺘﺞ ﻏﲑ ﺍﳌﻄﺎﺑﻖ ﻟﻠﻤﺘﻄﻠﺒﺎﺕ‪ ،‬ﻭﺿﺒﻄﻪ‪ ،‬ﳌﻨﻊ ﺍﻻﺳﺘﺨﺪﺍﻡ‪ ،‬ﺃﻭ ﺍﻟﺘﺴﻠﻴﻢ‪ ،‬ﻏﲑ ﺍﳌﻘﺼﻮﺩ ﻟﻪ‪ .‬ﻛﻤﺎ‬
‫ﳚﺐ ﻭﺿﻊ ﺇﺟﺮﺍﺀ ﻣﻮﺛﱠﻖ ﻟﺘﺤﺪﻳﺪ ﺃﻋﻤﺎﻝ ﺍﻟﻀﺒﻂ‪ ،‬ﻭﺍﳌﺴﺆﻭﻟﻴﺎﺕ ﻭﺍﻟﺼﻼﺣﻴﺎﺕ ﺫﺍﺕ ﺍﻟﻌﻼﻗﺔ‪ ،‬ﺍﳋﺎﺻﺔ ﲟﻌﺎﳉﺔ ﺍﳌﻨﺘﺞ ﻏﲑ ﺍﳌﻄﺎﺑﻖ‪.‬‬

‫ﻭﺃﻳﻨﻤﺎ ﻳﻨﻄﺒﻖ ﺫﻟﻚ‪ ،‬ﳚﺐ ﺃﻥ ‪‬ﺗﻌﺎﰿ ﺍﳌﺆﺳﺴﺔ ﺍﳌﻨﺘﺞ ﻏﲑ ﺍﳌﻄﺎﺑﻖ ﺑﻄﺮﻳﻘﺔ‪ ،‬ﺃﻭ ﺃﻛﺜﺮ‪ ،‬ﻣﻦ ﺍﻟﻄﺮﻕ ﺍﻟﺘﺎﻟﻴﺔ‪:‬‬
‫‪ (a‬ﺍﲣﺎﺫ ﻋﻤﻞ ﻟﻠﺘﺨﻠﺺ ﻣﻦ ﺣﺎﻟﺔ ﻋﺪﻡ ﺍﳌﻄﺎﺑﻘﺔ ﺍﻟﱵ ﰎ ﺍﻟﻜﺸﻒ ﻋﻨﻬﺎ‪.‬‬
‫‪ (b‬ﺇﻋﻄﺎﺀ ﺍﻟﺼﻼﺣﻴﺔ ﺑﺎﺳﺘﺨﺪﺍﻣﻪ‪ ،‬ﺃﻭ ﲢﺮﻳﺮﻩ‪ ،‬ﺃﻭ ﻗﺒﻮﻟﻪ ﺑﺎﻟﺘﻨﺎﺯﻝ ﻣﻦ ﻗﺒﻞ ﺍﳉﻬﺔ ﺫﺍﺕ ﺍﻟﺼﻼﺣﻴﺔ‪ ،‬ﻭﻣﻦ ﻗﺒﻞ ﺍﻟﺰﺑﻮﻥ ﺃﻳﻨﻤﺎ ﻳﻨﻄﺒـﻖ‬
‫ﺫﻟﻚ‪.‬‬
‫‪ (c‬ﺍﲣﺎﺫ ﺇﺟﺮﺍﺀ ﳌﻨﻊ ﺍﻻﺳﺘﺨﺪﺍﻡ‪ ،‬ﺃﻭ ﺍﻟﺘﻄﺒﻴﻖ‪ ،‬ﺍﻷﺻﻠﻲ ﺍﳌﻘﺼﻮﺩ ﻟﻪ‪.‬‬

‫‪ Dr. Mamoun‬‬ ‫‪Al-Salti, Syrian Virtual University, November 2008‬‬ ‫‪14/16‬‬
 ‫‪ISO 9001:2008, 4th Edition, Arabic Translation‬‬

‫‪ (d‬ﺍﲣﺎﺫ ﻋﻤﻞ ﻳﺘﻨﺎﺳﺐ ﻣﻊ ﺍﻟﺘﺄﺛﲑﺍﺕ‪ ،‬ﺃﻭ ﺍﻟﺘﺄﺛﲑﺍﺕ ﺍﶈﺘﻤﻠﺔ‪ ،‬ﳊﺎﻟﺔ ﻋﺪﻡ ﺍﳌﻄﺎﺑﻘﺔ‪ ،‬ﺇﺫﺍ ﰎ ﺍﻟﻜﺸﻒ ﻋﻦ ﺍﳌﻨﺘﺞ ﻏﲑ ﺍﳌﻄﺎﺑﻖ ﺑﻌـﺪ‬
‫ﺍﻟﺘﺴﻠﻴﻢ‪ ،‬ﺃﻭ ﺑﻌﺪ ﺍﻟﺒﺪﺀ ﺑﺎﻻﺳﺘﺨﺪﺍﻡ‪.‬‬

‫ﻋﻨﺪﻣﺎ ﻳﺘﻢ ﺗﺼﺤﻴﺢ ﻣﻨﺘﺞ ﻏﲑ ﻣﻄﺎﺑﻖ‪ ،‬ﳚﺐ ﺃﻥ ﻳﺘﻢ ﺇﺧﻀﺎﻋﻪ ﻹﻋﺎﺩﺓ ﲢﻘﻖ ﻹﻇﻬﺎﺭ ﺍﳌﻄﺎﺑﻘﺔ ﻟﻠﻤﺘﻄﻠﺒﺎﺕ‪.‬‬

‫ﳚﺐ ﺍﻻﺣﺘﻔﺎﻅ ﺑﺎﻟﺴﺠﻼﺕ ﺍﳋﺎﺻﺔ ﺑﻄﺒﻴﻌﺔ ﺣﺎﻻﺕ ﻋﺪﻡ ﺍﳌﻄﺎﺑﻘﺔ‪ ،‬ﻭﺃﻱ ﺃﻋﻤﺎﻝ ﻳﺘﻢ ﺍﺗ‪‬ﺨﺎﺫﻫﺎ ﻻﺣﻘﺎﹰ‪ ،‬ﲟﺎ ﰲ ﺫﻟﻚ ﺣﺎﻻﺕ ﺍﻟﻘﺒـﻮﻝ‬
‫ﺑﺎﻟﺘﻨﺎﺯﻝ ﺍﻟﱵ ﰎ ﺍﳊﺼﻮﻝ ﻋﻠﻴﻬﺎ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬

‫‪ -٤-٨‬ﲢﻠﻴﻞ ﺍﻟﺒﻴﺎﻧﺎﺕ )‪:(Analysis of data‬‬

‫ﳚﺐ ﻋﻠﻰ ﺍﳌﺆﺳﺴﺔ ﺃﻥ ‪‬ﺗﻘﺮ‪ ،‬ﻭﲡﻤﻊ‪ ،‬ﻭﲢﻠﱢﻞ ﺍﻟﺒﻴﺎﻧﺎﺕ ﺍﳌﻨﺎﺳﺒﺔ ﻹﻇﻬﺎﺭ ﻣﻼﺀﻣﺔ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪ ،‬ﻭﻓﺎﻋﻠﻴﺘﻪ‪ ،‬ﻭﻟﺘﻘﻴﻴﻢ ﺍﳌﻮﺍﺿﻊ ﺍﻟـﱵ‬
‫ﳝﻜﻦ ﻓﻴﻬﺎ ﺍﻟﻘﻴﺎﻡ ﺑﺎﻟﺘﺤﺴﲔ ﺍﳌﺘﺘﺎﺑﻊ ﻟﻔﺎﻋﻠﻴﺔ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ‪ .‬ﻭﳚﺐ ﺃﻥ ﻳﺸﻤﻞ ﺫﻟﻚ ﺍﻟﺒﻴﺎﻧﺎﺕ ﺍﻟﻨﺎﲡﺔ ﻋـﻦ ﺍﳌﺮﺍﻗﺒـﺔ ﻭﺍﻟﻘﻴـﺎﺱ‪،‬‬
‫ﻭﺍﻟﺒﻴﺎﻧﺎﺕ ﻣﻦ ﻣﺼﺎﺩﺭ ﺃﺧﺮﻯ ﺫﺍﺕ ﻋﻼﻗﺔ‪.‬‬

‫ﺕ ﺗﺘﻌﻠﻖ ﲟﺎ ﻳﻠﻲ‪:‬‬
‫ﳚﺐ ﺃﻥ ﻳﻘ ‪‬ﺪﻡ ﲢﻠﻴﻞ ﺍﻟﺒﻴﺎﻧﺎﺕ ﻣﻌﻠﻮﻣﺎ ‪‬‬
‫‪ (a‬ﺭﺿﺎ ﺍﻟﺰﺑﻮﻥ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(١-٢-٨‬‬
‫‪ (b‬ﺍﳌﻄﺎﺑﻘﺔ ﳌﺘﻄﻠﺒﺎﺕ ﺍﳌﻨﺘﺞ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٨‬‬
‫‪ (c‬ﺍﻟﺼﻔﺎﺕ ﺍﳌﻤﻴﺰﺓ ﻟﻠﻌﻤﻠﻴﺎﺕ ﻭﺍﳌﻨﺘﺠﺎﺕ‪ ،‬ﻭﺳﻠﻮﻛﻬﺎ‪ ،‬ﲟﺎ ﰲ ﺫﻟﻚ ﻓﺮﺹ ﺍﻟﻌﻤﻞ ﺍﻟﻮﻗﺎﺋﻲ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪﻳﻦ ‪ ٣-٢-٨‬ﻭ ‪.(٤-٢-٨‬‬
‫‪ (d‬ﺍﳌﻮﺭ‪‬ﺩﻳﻦ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٧‬‬

‫‪ -٥-٨‬ﺍﻟﺘﺤﺴﲔ )‪:(Improvement‬‬
‫‪ -١-٥-٨‬ﺍﻟﺘﺤﺴﲔ ﺍﳌﺘﺘﺎﺑﻊ )‪:(Continual improvement‬‬
‫ﳚﺐ ﺃﻥ ﲢﺴ‪‬ﻦ ﺍﳌﺆﺳﺴﺔ ﻓﺎﻋﻠﻴﺔ ﻧﻈﺎﻡ ﺇﺩﺍﺭﺓ ﺍﳉﻮﺩﺓ ﺑﺸﻜﻞ ﻣﺘﺘﺎﺑﻊ‪ ،‬ﻣﻦ ﺧﻼﻝ ﺍﺳﺘﺨﺪﺍﻡ ﺳﻴﺎﺳﺔ ﺍﳉﻮﺩﺓ‪ ،‬ﻭﺃﻫﺪﺍﻑ ﺍﳉﻮﺩﺓ‪ ،‬ﻭﻧﺘـﺎﺋﺞ‬
‫ﺍﻟﺘﺪﻗﻴﻖ‪ ،‬ﻭﲢﻠﻴﻞ ﺍﻟﺒﻴﺎﻧﺎﺕ‪ ،‬ﻭﺍﻷﻋﻤﺎﻝ ﺍﻟﺘﺼﺤﻴﺤﻴﺔ ﻭﺍﻟﻮﻗﺎﺋﻴﺔ‪ ،‬ﻭﻣﺮﺍﺟﻌﺔ ﺍﻹﺩﺍﺭﺓ‪.‬‬

‫‪ -٢-٥-٨‬ﺍﻟﻌﻤﻞ ﺍﻟﺘﺼﺤﻴﺤﻲ )‪:(Corrective action‬‬

‫ﻼ ﻟﻠﺘﺨﻠﺺ ﻣﻦ ﺃﺳﺒﺎﺏ ﺣﺎﻻﺕ ﻋﺪﻡ ﺍﳌﻄﺎﺑﻘﺔ‪ ،‬ﻭﺫﻟﻚ ﻣﻦ ﺃﺟﻞ ﻣﻨﻊ ﺗﻜﺮﺍﺭ ﺍﳊﺪﻭﺙ‪ .‬ﻭﳚﺐ ﺃﻥ ﺗﻜﻮﻥ‬ ‫ﳚﺐ ﺃﻥ ﺗ‪‬ﺘﺨﺬ ﺍﳌﺆﺳﺴﺔ ﻋﻤ ﹰ‬
‫ﺍﻷﻋﻤﺎﻝ ﺍﻟﺘﺼﺤﻴﺤﻴﺔ ﻣﺘﻨﺎﺳﺒﺔ ﻣﻊ ﺗﺄﺛﲑﺍﺕ ﺣﺎﻻﺕ ﻋﺪﻡ ﺍﳌﻄﺎﺑﻘﺔ ﺍﻟﱵ ﰎ ﺍﻟﻜﺸﻒ ﻋﻨﻬﺎ‪.‬‬

‫ﳚﺐ ﻭﺿﻊ ﺇﺟﺮﺍﺀ ﻣﻮﺛﱠﻖ ﻟﺘﺤﺪﻳﺪ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﳋﺎﺻﺔ ﲟﺎ ﻳﻠﻲ‪:‬‬

‫‪ (a‬ﻣﺮﺍﺟﻌﺔ ﺣﺎﻻﺕ ﻋﺪﻡ ﺍﳌﻄﺎﺑﻘﺔ )ﲟﺎ ﰲ ﺫﻟﻚ ﺷﻜﺎﻭﻯ ﺍﻟﺰﺑﺎﺋﻦ(‪.‬‬
‫ﺇﻗﺮﺍﺭ ﺃﺳﺒﺎﺏ ﺣﺎﻻﺕ ﻋﺪﻡ ﺍﳌﻄﺎﺑﻘﺔ‪.‬‬ ‫‪(b‬‬
‫ﺗﻘﻴﻴﻢ ﺍﳊﺎﺟﺔ ﺇﱃ ﻋﻤﻞ ﺗﺼﺤﻴﺤﻲ ﻟﻀﻤﺎﻥ ﻋﺪﻡ ﺗﻜﺮﺍﺭ ﺣﺪﻭﺙ ﺣﺎﻻﺕ ﻋﺪﻡ ﺍﳌﻄﺎﺑﻘﺔ‪.‬‬ ‫‪(c‬‬
‫ﺇﻗﺮﺍﺭ ﺍﻟﻌﻤﻞ ﺍﻟﺘﺼﺤﻴﺤﻲ ﺍﻟﻼﺯﻡ ﻭﺗﻄﺒﻴﻘﻪ‪.‬‬ ‫‪(d‬‬
‫ﺳﺠﻼﺕ ﻧﺘﺎﺋﺞ ﺍﻟﻌﻤﻞ ﺍﻟﺘﺼﺤﻴﺤﻲ ﺍﳌﺘ‪‬ﺨﺬ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ ‪.(٤-٢-٤‬‬ ‫‪(e‬‬
‫ﻣﺮﺍﺟﻌﺔ ﻓﺎﻋﻠﻴﺔ ﺍﻟﻌﻤﻞ ﺍﻟﺘﺼﺤﻴﺤﻲ ﺍﳌﺘ‪‬ﺨﺬ‪.‬‬ ‫‪(f‬‬

‫‪ Dr. Mamoun‬‬ ‫‪Al-Salti, Syrian Virtual University, November 2008‬‬ ‫‪15/16‬‬
 ISO 9001:2008, 4th Edition, Arabic Translation

:(Preventive action) ‫ ﺍﻟﻌﻤﻞ ﺍﻟﻮﻗﺎﺋﻲ‬-٣-٥-٨

‫ ﻭﳚﺐ ﺃﻥ ﺗﻜﻮﻥ ﺍﻷﻋﻤﺎﻝ‬.‫ ﻣﻦ ﺃﺟﻞ ﻣﻨﻊ ﺣﺪﻭﺛﻬﺎ‬،‫ﻼ ﻟﻠﺘﺨﻠﺺ ﻣﻦ ﺃﺳﺒﺎﺏ ﺣﺎﻻﺕ ﻋﺪﻡ ﺍﳌﻄﺎﺑﻘﺔ ﺍﶈﺘﻤﻠﺔ‬
‫ﺮ ﺍﳌﺆﺳﺴﺔ ﻋﻤ ﹰ‬ ‫ﺗﻘ‬ ‫ﳚﺐ ﺃﻥ‬
.‫ﺍﻟﻮﻗﺎﺋﻴﺔ ﻣﺘﻨﺎﺳﺒﺔ ﻣﻊ ﺗﺄﺛﲑﺍﺕ ﺍﳌﺸﺎﻛﻞ ﺍﶈﺘﻤﻠﺔ‬

:‫ﳚﺐ ﻭﺿﻊ ﺇﺟﺮﺍﺀ ﻣﻮﺛﱠﻖ ﻟﺘﺤﺪﻳﺪ ﺍﳌﺘﻄﻠﺒﺎﺕ ﺍﳋﺎﺻﺔ ﲟﺎ ﻳﻠﻲ‬

.‫ﺎ‬‫ ﻭﺃﺳﺒﺎ‬،‫( ﺇﻗﺮﺍﺭ ﺣﺎﻻﺕ ﻋﺪﻡ ﺍﳌﻄﺎﺑﻘﺔ ﺍﶈﺘﻤﻠﺔ‬a
.‫( ﺗﻘﻴﻴﻢ ﺍﳊﺎﺟﺔ ﺇﱃ ﻋﻤﻞ ﻭﻗﺎﺋﻲ ﳌﻨﻊ ﺣﺪﻭﺙ ﺣﺎﻻﺕ ﻋﺪﻡ ﺍﳌﻄﺎﺑﻘﺔ‬b
.‫ ﻭﺗﻄﺒﻴﻘﻪ‬،‫( ﺇﻗﺮﺍﺭ ﺍﻟﻌﻤﻞ ﺍﻟﻮﻗﺎﺋﻲ ﺍﻟﻼﺯﻡ‬c
.(٤-٢-٤ ‫ﺨﺬ )ﺍﻧﻈﺮ ﺍﻟﺒﻨﺪ‬‫( ﺳﺠﻼﺕ ﻧﺘﺎﺋﺞ ﺍﻟﻌﻤﻞ ﺍﻟﻮﻗﺎﺋﻲ ﺍﳌﺘ‬d
.‫ﺨﺬ‬‫( ﻣﺮﺍﺟﻌﺔ ﻓﺎﻋﻠﻴﺔ ﺍﻟﻌﻤﻞ ﺍﻟﻮﻗﺎﺋﻲ ﺍﳌﺘ‬e

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 Dr. Mamoun Al-Salti, Syrian Virtual University, November 2008 16/16