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4.1Generalrequirements
一般要求
4.2umentationrequirements
文件要求
4.2.1General
总则
4.2.2Qualitymanual
质量手册
4.2.3Controlofuments
文件控制
4.2.3.C.1ControlofCustomer-SuppliedumentsandData–Theorganizationshallestablishandmaintainaumentedprocedure(s)tocontrolallcustomer-suppliedumentsanddata(e.g.networkarchitecturetopologycapacityinstallationterminationassignmentsanddatabase)iftheseumentsanddatainfluencethedesignverificationvalidationinspectionandtestingorservicingtheproduct.
客户提供文件及数据控制－组织将建立并且维护文件化程序以控制所有客户提供的文件和数据（例如网络体系结构布局容量安装结束任务及数据库）如果这些文件和数据影响设计验证确认检查及测试或服务于产品
4.2.4Controlofrecords
记录控制
Section5Managementresponsibility
第五章－管理职责
5.1Managementcommitment
管理承诺
5.2Customerfocus
以顾客为关注焦点
5.2.C.1CustomerRelationshipDevelopment–Topmanagementshalldemonstrateactiveinvolvement
inestablishingandmaintainingmutually-beneficialrelationshipsbetweentheorganizationandits
customers.[4]
发展顾客关系－最高管理者应积极参与建立并维护组织与顾客之间的相互受益的关系
5.2.C.2CustomerCommunicationProcedures–Theorganizationshallestablishandmaintaina
umentedprocedure(s)forcommunicatingwithselectedcustomers.Theumentedprocedure(s)shallinclude:
顾客沟通程序－组织应建立并维护文件化的程序以确保与特定顾客之间的沟通该程序文件应包括：
a)astrategyandcriteriaforcustomerselection
选择顾客的策略及标准
b)amethodfortheorganizationanditscustomerstosharejointexpectationsandimprovethequalityofproductsand
组织和顾客共同参与策划及提高产品质量的方法和
c)ajointreviewwiththecustomeratdefinedintervalscoveringthestatusofsharedexpectationsandincludingamethodtotracktheresolutionofissues.[4]
会同顾客安既定的时间间隔评审期望目标的状况并且应有可以追踪决定流转的方法
5.2.C.2-NOTE1:Itisrecognizedthatitisnotpossibleforanorganizationtoprovidethesamelevelofcommunicationwithallitscustomers.Thelevelprovidedmaydependontheamountofbusinesswiththecustomerthehistoryofproblemscustomerexpectationsandotherfactors(seeAppendixF“GuidanceforCommunicationwithCustomers”).
注解1：众所周知组织不可能对所有顾客提供同样级别的沟通所提供的级别应依据与顾客的生意数量、历史问题、顾客期望值以及其它因素（参见附录F“顾客沟通指导”）
5.3Qualitypolicy
质量方针
5.4Planning
策划
5.4.1Qualityobjectives
质量目标
5.4.1.C.1QualityObjectives–ObjectivesforqualityshallincludetargetsfortheTL9000measurementsdefinedintheTL9000QualityManagementSystemMeasurementsHandbook.
质量目标－质量目标应包括在TL9000质量管理体系计算手册中为TL9000定义的对象
5.4.2Qualitymanagementsystemplanning
质量管理体系策划
5.4.2.C.1Long-andShort-TermQualityPlanning–Theorganization’squalityplanningactivitiesshallincludelong-andshort-termplanswithgoalsforimprovingqualityandcustomersatisfaction.
长期和短期质量策划－组织的质量策划行为应包括以提高质量和顾客满意度为目标的长期策划和短期策划
Performancetothesegoalsshallbemonitoredandreported.Theseplansshalladdress:
实现这些目标需要监控和汇报这些策划应注明：
a)cycletime
循环时间
b)customerservice
顾客服务
c)training
培训
d)cost
成本
e)deliverycommitmentsand
交货承诺等
f)productreliability.
产品可靠性
5.4.2.C.1-NOTE1:TopManagementshoulddemonstratetheiractiveinvolvementinlong-andshort-termqualityplanning.
注解1：最高管理者应积极参与到长期和短期质量策划中
5.4.2.C.2CustomerInput–Theorganizationshallimplementmethodsforsolicitingandconsideringcustomerinputforqualityplanningactivities.Theorganizationshouldestablishjointqualityimprovementprogramswithcustomers.[4]
顾客输入－组织应将顾客输入纳入质量策划中组织应会同顾客建立质量改进程序
5.4.2.C.3SupplierInput–Theorganizationshallimplementmethodsforsolicitingandusingsupplierinputforqualityplanningactivities.[4]
供应商输入－组织应将供应商输入纳入质量策划中
5.5Responsibilityauthorityandcommunication
职责、权限与沟通
5.5.1Responsibilityandauthority
职责和权限
5.5.2Managementrepresentative
管理者代表
5.5.3Internalcommunication
内部沟通
5.5.3.C.1OrganizationPerformanceFeedback–Theorganizationshallinformemployeesofitsqualityperformanceandthelevelofcustomersatisfaction.[4]
组织成绩反馈－组织应通知其员工关于质量成绩以及顾客满意程度
5.6Managementreview
管理评审
5.6.1General
总则
5.6.2Reviewinput
评审输入
5.6.3Reviewoutput
评审输出
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