第六十三篇 Which Standard Will You Select?

本帖最后由 小编D 于 2012-10-26 14:16 编辑

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翻译：275641119 校稿：spear

Which Standard Will You Select?
你会选择哪个标准？



Accreditation doesn’t guarantee quality in an organization
认证不能保证组织的质量

The menu has folded out into four sections. Each page has a picture next to the delicious option; however, I know the server will be taking the menu away from me after I’ve placed my order. I’m pondering how I can confirm that my order is the same as the picture. Perhaps I should ask if they have a quality system in place to guarantee satisfaction?
菜单折成四个部分。每一页都附有一张美味的图片。然而，我知道在我点完菜之后，服务员会拿走菜单。我在想我如何确定我点的菜和目录上的照片一样呢？也许，我应该问问他们现场是否有质量体系来保证客户满意呢？

What other elements of this restaurant am I relying on? Does the kitchen clean its surfaces per the hygiene code? Is the refrigerator’s temperature set as recommended by the FDA to reduce the risk of bacterial growth? Has the food been sourced from ethically and environmentally conscious sources? Here comes the server. I’ll take the opportunity to ask him a clarifying question or two.
我信任这家餐馆的其它什么地方呢？厨房是否根据卫生标准来清洗表面？冰箱温度是否根据FDA建议的温度来设定以减少细菌生长的风险？食物是否可追溯到道德和环境层面上？服务员过来了，我要抓住这个机会来问他一两个需要澄清的问题。

“Excuse me, could you possibly enlighten me on something?”
“对不起，你能向我尽可能地说明一些事情吗？”

“Sure can, sir, how can I help?” says the young man with terribly fashionable and precisely shaped facial hair.
“当然可以，先生，我能帮到你什么？”打扮非常时髦和精致的头发的年轻小伙问道。

“I’m wondering if you could tell me if your restaurant has ISO 9001 certification.”
我想知道你能否告诉我你们餐馆是否通过了ISO9001认证？

Before finishing my sentence, an explosion of pain and adrenaline pulsates in my shin. Fighting the heartbeat of nausea, I see a look of confusion on the server’s face and anger in my wife’s eyes. I realize two things at that moment: Mentioning ISO 9001 could be meaningless to nonquality folks, and my wife has the accuracy of an NFL kicker to precisely and powerfully put her shoe through my leg. I’ve embarrassed her again by letting my inner quality beast loose at an inappropriate time.
在我说完这句话之前，我有些阵痛和激动。顶着呕吐的心跳，我看到服务员一脸的困惑和妻子眼中的怒火，我此刻意识到两件事情：对非质量人说ISO9001是无意义的，我的妻子以美国国家足球联盟守门员的准确性狠狠地用鞋踢了我的腿。我又一次在不恰当的时候以我内在的质量之散漫让我的妻子感到难堪。

I’ll start off by saying I’m not a fan of ISO 9001. I’ve probably limited my career by stating this, but when you explain ISO 9001 to a nonquality professional, do you experience the dead-in-the-eyes look? The issue for me is not what the standard’s original intent was or what its initiators were trying to achieve, which I think is honorable and admirable. My problem concerns what the standard has turned industry into.
我将以我不是ISO9001的痴迷者身份来开始。也许我以此限制了我的事业，但是当你向一个非质量人解释ISO9001时，你体会到了无望的表情吗？就我而言，问题不是标准的原始目的是什么或它的开发者试图要达到什么，我所想的是哪个可敬和可靠的。我的问题关注的是标准把工业 转化成什么。

If you’re unfamiliar with ISO 9001, it is essentially a specification, developed with contributions from countries from all over the world. The International Organization for Standardization (ISO), located in Geneva, is a collaborative bunch of people who set out guidelines for commonality and standardization for our modern global economy. Without ISO, many of the items in your home or business wouldn’t exist, so I’m grateful for ISO’s work.
如果你不是熟悉ISO9001，它本质上是一个说明书，因由全世界各个国家的贡献而发展。位于日内瓦的标准化组织是一个合作性的团队，他们为社区和我们现代全球经济制定指导方针和标准。没有ISO,你家庭或公司的很多条款不复存在，因此我很感激ISO的工作。

ISO 9001 is only one of the many standards in the ISO library, but this document scopes out the minimum expectations for a “system” that can provide some level of quality for an organization. I’ve used the word “minimum” for a reason. If your company becomes certified to ISO 9001, it doesn’t necessarily mean it instantly becomes a quality company. Having a certified quality system is no guarantee that problems go away, although there are some people who believe that’s true. This is where my ISO 9001 problems start: confusing certification to a quality system standard as a mark of guaranteed quality.
ISO 9001仅仅是ISO标准库里面很多标准的一个而已。但是，这个文件勾勒了一个能为组织提供一些质量水准的体系的最少的期望。我使用“最少”这词语是有原因的。如果你的公司取得ISO9001认证，它不一定意味着就马上成为了一个有质量的公司。拥有质量体系认证不能保证问题就没有，尽管有些人会认同这个观点。这是我的ISO9001问题开始的地方：对一个质量体系莫名其妙的认证就好比有保证的质量的一块面具。

Due to this confusion, we have customers telling their supply chains they must be ISO 9001-certified. They must be on an approved list. We have certification auditors granted with powers that make Lord Voldemort look like a weakling. We have companies going through the motions of achieving certification, and consequently gaining nothing more than a shiny, hologrammed memento, presented in a cheap plastic frame at a reception.
鉴于此困惑，有客户告诉他们的供应商必须要取得ISO9001认证。他们必须在认可的名单上。我们有授权的认证审核员使得伏地魔看起来像脆弱的。有些获得认证的公司，除了仅仅有一张发亮的照片纪念物镶嵌在前台便宜的塑胶框内之外，其他一无所得。

If the idea was to standardize, through ISO 9001, the best practices of quality organizations worldwide, then I’m all for it. I like standardization. I like to be a satisfied customer. However, ISO 9001 certification can cause so many odd repercussions that my belief in its ability to standardize for a common vision has eroded. I know this viewpoint will not win many over, but I’d like to consider some alternate standards or specifications that could also help companies achieve quality. Where should we start looking? My recommendations are as follows, and they are in no particular order:
如果这个想法对于ISO9001标注标准化而言就好比全球质量组织的最佳实践的话，那我是支持的。我中意标准化。我喜欢成为一个满意的客户。 然而，ISO9001认证会造成如此多的古怪的反响以致有能力为一个常见的目标标准化的信念已经消逝。我知道这个观点不会很多赞同 ，但是我宁愿考虑其他同样可以帮助公司达到质量的可替代的标准。我们应该从何开始呢？我有如下建议——它们不按特别的循序排列。

The law. This is a vast area and also the quickest route to shut down your business, should you fall on the wrong side of the law. The challenge in complying with legal requirements is in their interpretation. Beyond interpretation, the dilemma is which law to prioritize first. I would say if there are any moral concerns within your business about employees, the environment, or the community, then legislation that addresses these topics would be a good hunting ground. For example, health and safety laws are there for a reason, and if the data in your business show you’re hurting your employees, you can expect a visit from a governmental health and safety inspector, along with a fine on your financial manager’s desk.
法律。这是个很大的范围，也是关闭公司的最快的路径，如果不遵守法律的话。符合法规要求的挑战在于它们的解释。除去解释之外，进退两难的是优先选择哪个法律。我会说在你们公司内是否有关于员工道德、环境或社区的关注，然后，处理这些问题的法规是一个不错的选择。 比如，健康和安全法存在是有原因的，如果在你公司内资料显示你在伤害你的雇员工，政府的健康和安全检察员就会到访，并在你的财务经理办公室上留下一张罚单。

Your customer. Sometimes your customer will help you by providing detailed expectations. These might be engineering drawings or requirements listed on the purchase request. At other times your customer could be ignorant about your requirements. Therefore, taking a step closer to your customer to ask for clarifications may help. You might have to develop an understanding of their requirements in your company’s language. I like to use the critical to quality characteristics (CTQC) technique. I’ve used this in the past to get a much better understanding of customer requirements. World-class companies use this a great deal to stimulate continuous improvement and innovation, and to overcome the problems of why they are not achieving customer requirements.
你的客户。有时候客户会通过提供具体的期望帮助你。这些也许是工程图或采购单列出的要求。另外一些时候，客户可能会无视你的要求。因此，采取措施接近客户以澄清问题是有所帮助的。你不得不用自己公司的语言来展开对客户要求的理解。我喜欢用关键质量特性（CTQC）技术。过去我用这种技术得到更好的对客户要求的理解。一流公司大量使用这个技术来模拟持续改进和创新，来解决为什他们不能达到客户要求这类问题。

Your suppliers. You have selected these groups of people to support you with products or services because they are probably experts in their fields. Perhaps you can get something from them—a better understanding of your standards or of the specialty area they are in. Recently I facilitated a workshop with a supplier and received the feedback that my supplier wanted to understand why certain features on our engineering drawing had such tight tolerancing. Not an unusual request, but as a customer, we never put into context for the supplier why we ask for that tolerancing. Explaining that it went into an assembly and the feature was critical in the performance of the device helped the supplier understand why the part is designed that way. As a result, we all took actions to define new standards so we can work together better in the future.
你的供应商。你选择这一群人来支持你的产品或者服务是因为他们也许是这方面的专家。也许你能从他们那获得一些东西----更好地理解你们的标准或他们所在的特定领域。最近我和一家供应商协助一间车间并收到一些反馈——我的供应商想理解我们工程图上某些特性为什么有如此紧的公差。很常见一个问题，但是作为一个客户，我们绝不为供应商说明我们为什么要求那个公差的来龙去脉。解释为它进入装配线并且这个特征在设备功能上是关键的可以帮助供应商来理解零件为何那样设计。结果，我们大家采取行动来定义新的标准，以致我们在将来能更好地一起工作。

Industry codes. In every industry I’ve worked in, I have come acoss numerous codes. These can be a collection of best practices, lessons learned, or a formal requirement that has evolved to support compliance with a legal framework. In many ways, industry codes are a collection of best practices from very complex processes. I like these because they tend to be written in the language of the industry. Sometimes they eventually become international standards, absorbed into the ISO family or some other system.
工业规则。我在曾经工作过的每个工业领域遇到很多规则。这些规则是演化出支持法规框架的最佳实践、经验教训或正常需求的集合。在许多方面，工业规则是来自非常复杂的过程的最佳实践的集合。我喜欢这些规则，因为这些规则倾向以工业术语书形式写下来。有时，他们最后成为国际标准，被ISO族或其他体系收录。

Awards and competitions. Not all of these will help improve quality. Many awards are superficial and require at most completing a form and submitting evidence. However, the better awards that require your business to be checked by an outside party, someone who will take a thorough and detailed look at your performance, will help. Learning from failing to win an award is a useful step in the process of continuous improvement. The Baldrige Award is a process, not just an award application, that each contestant goes through. Simply going through the Baldrige program has been beneficial to many companies. If I had the choice, I’d rather go for a supplier that has won the Deming Medal or Shingo Prize over a supplier that is ISO 9001-certified.
奖励和竞争。并不是所有的奖励和竞争都会帮助提升质量。许多奖励是表面的并且至少需要填写一个表格和提交证据。然而，要求第三方检查并且对你的绩效做一个深入和详细的检查你的公司这个最好的奖励是有用的。在持续改进过程中，从没有获得奖励中学习经验是一个有用的步骤。波多里奇奖是一个过程，而不仅仅是一个每个参选者审查的奖励申请。简单讲，通过波多里奇奖的程序对很多公司是有益的。如果我可以选择，我宁愿寻找一个获得戴明奖或新乡奖的而不是一个取得ISO9001认证的供应商。

Your business. Within any business there’s always the “way things are done around here.” But how are we to define this? Have you ever wondered why one operator may produce better products than another? A brilliant statistician I learned from many years ago once told me about a tire factory he worked in. The factory produced retreaded tires and through analysis discovered that one operator produced less variation. They studied what he did and wrote down “his” favored settings on the machine he operated. They did this with the idea of using the same settings across the factory, defined in a standardized procedure. When they tried this out, they found that variation actually increased. After further investigation, they discovered that the control knob was broken on the star operator’s machine, so whatever setting he dialed made no difference. The factory then standardized the machines: less variation resulted in better tires. I like defining standards in your own business. It’s comparatively easy, everything you need to do is at your disposal, and you get tremendous gains from doing this, much more than if your objective is to become ISO 9001-certified.
你的业务。在任何公司内，总有一切就绪。但是，我们如何来定义它？你是否曾经想象为什么这个操作者比另一个能造出更好的产品呢?多年前我跟随其学习过的一位优秀的统计员曾经告诉我关于他工作的一家轮胎厂。这家工厂生产翻新的轮胎，并且通过分析发现一个操作者产生更小的变异。他们就研究他做了什么，然后写下在他操作的机器上的“他的”最优化的设置。他们在全厂用同样的设置来做生产，在标准程序上进行定义。当他们试用完，他们发现变异实际增加了。进一步调查之后，他们发现在这个明星操作者的机器上的控制旋钮坏了，因此，他做的任何设置都毫无分别。工厂然后标准化这些机器：更少变异造就更好的轮胎。我喜欢在你们自己的公司定义标准。这非常容易，你需要做的每一件事情都在你的控制下，并因此获益颇多，比你将目标定为取得ISO9001认证还多的多。

Your competitors. This may seem like a mad idea, but research and development of new technology can often outpace the development of standards in your industry. But by working in collaboration with your peers, you have an opportunity to share resources and develop common standards for mutual benefit.
你的竞争对手。这也许看起来是很疯狂的主意，但是研究和开发新技术常常超过工业标准的发展。通过和你的对手合作，你就有机会分享资源和开发互利的共同的标准。

International standards. Well, I’ve already weighed in about ISO 9001. What I prefer to do with this category is speak to the people behind the standards. These folks are often a great source of knowledge because they tend to be experts in their fields, and they can usually express the concepts in a language anyone can understand.
国际标准。哦，我已经参与ISO9001。我更喜欢用这个类别做的是说说标准背后的人们。这些人是常常大量知识的源泉，因为他们倾向于成为他们这个领域的专家，并通常以通俗易懂的语言表达观点。

Let us always set our standards high. If our current standards are easy to achieve, then we must question if they are really worth it. My personal philosophy is that everything is broken or wrong: Even if something is good today, I want to do my best to improve it tomorrow. This is the only standard I have.
我们一直设高我们的标准。如果我们当前的标准很容易达到，我们就必须疑问它们是否真正值得。 我的个人哲学是万物都是破碎的或错误的。即使今天有些东西是好的，明天我想尽我所能改进它。这就是我唯一拥有的标准。

If you’re reading this in the office, I ask you to stand up, open your office door, and shout out to your colleagues, “Our standards are failing us!” See what reactions you get. Assuming you aren’t hauled off by human resources for doing this, start talking to your colleagues about what your company needs to do to raise the bar.
倘若你在办公室阅读这篇文章，我请你站起来，打开办公室的门，对同事大声疾呼，“我们的标准在害我们”，看看你得到什么反应。假设你没有因为这个而被你的人事部拖走，那就开始和你的同事聊聊你们公司需要做的事情是提高标准。

Finally, please give me feedback about this article. You’ve taken the time to consider my writing, and I need your help to raise my standards. If you know of an ISO writing standard, please tell me. My man-cave wall is bare of hologrammed accreditation certificates.
最后，请给我关于这篇文章的反馈。你花时间去考虑我的作品，我需要你的帮助来提高我的标准。如果你了解ISO书面标准，请告诉我。我的办公墙面缺少认证合格证书全息照片。

ABOUT THE AUTHOR
作者简介

Paul Naysmith
鲍尔内史密斯

Paul Naysmith as well as being a Quality Punk and Improvement Ninja, is the HSEQ region manager in the United States for a leading oil- and gas-well services company. He is a Chartered Quality Professional with the UK's Chartered Quality Institute (CQI) and an honorary member of the South African Quality Institute (SAQI) . Naysmith has a bachelor of science in paper science and management, has worked in industrial textiles, food manufacturing, and the aerospace industry. When not working, he enjoys photography, training to become a Cajun, and spending every precious moment with his family.
鲍尔内史密斯，质量怪才和改善武士，是美国一家领先的石油天然气服务公司的HSEQ区域经理。他是英国特许的质量学院 的特许质量专家 和南非质量学院荣誉会员。内史密斯拥有科学管理理学学士，曾在工业纺织，食品加工，和航空航天工业工作过。闲暇之余，他喜欢摄影，喜欢训练成为移居美国路易斯安纳州的法人后裔，喜欢和家人度过每一分宝贵的时刻。