ISO 10014 1998г. Руководящие указания по управлению
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L?OGBQ?KDBC HLQ?L ISO/TR 10014 I_j\h_ba^Zgb_ 1998-08-01 JMDH<H>YSB?MD:A:GBYIHMIJ:<E?GBX WDHGHFBDHCD:Q?KL<: GUIDELINES FOR MANAGING THE ECONOMICS OF QUALITY J_]bkljZpbhggucghf_j ISO/TR 10014:1999 ISO/TR 10014:1998 KH>?J@:GB? 1 H[eZklvijbf_g_gby Klj 1 2 GhjfZlb\gZykkuedZ 1 3 Hij_^_e_gby 1 4 =eZ\gZyp_evhj]ZgbaZpbb 2 5 MijZ\e_gb_wdhghfbdhcdZq_kl\Z 3 6 B^_glbnbdZpbyZgZebaijhp_kkh\ 4 7 Hj]ZgbaZpby 5 7.1 B^_glbnbdZpbyhi_jZpbcijhp_kkZ 5 7.3 L_dmsbcdhgljhevaZljZl 5 7.3 KhklZ\e_gb_hlq_lZhaZljZlZogZijhp_kku 6 8 Ihlj_[bl_eb 7 8.1 B^_glbnbdZpbynZdlhjh\\ebyxsbogZm^h\e_l\hj_gghklv ihlj_[bl_e_c 7 8.2 Hlke_`b\Zgb_m^h\e_l\hj_gghklbihlj_[bl_e_c 9 8.3 KhklZ\e_gb_hlq_lZh[m^h\e_l\hj_gghklbihlj_[bl_e_c 9 MijZ\e_gb_memqr_gbyfb 10 9.1 :gZebakhklhjhgujmdh\h^kl\Z 10 9.2 B^_glbnbdZpby\hafh`ghkl_c 11 9.3 Ijh\_^_gb_ZgZebaZaZljZl\u]h^u 11 9.4 IeZgbjh\Zgb_b\g_^j_gb_memqr_gby 14 Ijbeh`_gb_:bgnhjfZlb\gh_;b[ebh]jZnby 10 17 ii ISO/TR 10014:1998 IJ?>BKEH<B? F_`^mgZjh^gZy hj]ZgbaZpby ih klZg^ZjlbaZpbb BKH y\ey_lky \k_fbjghc n_^_jZpb_c gZpbhgZevguo hj]ZgbaZpbc ih klZg^ZjlbaZpbb dhfbl_lh\qe_gh\ BKH JZajZ[hldZ f_`^mgZjh^guo klZg^Zjlh\ h[uqgh hkms_kl\ey_lky q_j_a l_ogbq_kdb_dhfbl_luBKHDZ`^ucqe_gBKHaZbgl_j_kh\Zgguc\^_yl_evghklb ^eydhlhjhc[uekha^Zgl_ogbq_kdbcdhfbl_lbf__lijZ\h[ulvij_^klZ\e_gguf\ wlhf dhfbl_l_ F_`^mgZjh^gu_ ijZ\bl_evkl\_ggu_ b g_ijZ\bl_evkl\_ggu_ hj]ZgbaZpbb bf_xsb_ k\yab k BKH lZd`_ ijbgbfZxl mqZklb_ \ jZ[hl_ BKH jZ[hlZ_l \ l_kghf khljm^gbq_kl\_ k F_`^mgZjh^ghc we_dljhl_ogbq_kdhc dhfbkkb_cFWDih\k_f\hijhkZfklZg^ZjlbaZpbb\h[eZklbwe_dljhl_ogbdb =eZ\gZyaZ^ZqZl_ogbq_kdbodhfbl_lh\khklhbl\ih^]hlh\d_f_`^mgZjh^guo klZg^Zjlh\gh\bkdexqbl_evguokemqZyoL_ogbq_kdbcdhfbl_lfh`_lij_^eZ]Zlv im[ebdZpbxl_ogbq_kdh]hhlq_lZLHh^gh]hbake_^mxsbolbih\ lbidh]^Zg_ihemq_gZg_kfhljygZ\k_ihiuldbg_h[oh^bfZyih^^_j`dZ ^eyim[ebdZpbbf_`^mgZjh^gh]hklZg^ZjlZ lbi dh]^Z h[t_dl klZg^ZjlZ \kz _sz gZoh^blky \ klZ^bb l_ogbq_kdhc jZajZ[hldbbebdh]^ZihdZdbfeb[h^jm]bfijbqbgZfkh]eZr_gb_ihgZklhys_fm klZg^Zjlm[m^_l\hafh`gh\[m^ms_fghg_\^Zggh_\j_fy lbi dh]^Z L_ogbq_kdbc dhfbl_l kh[jZe ^Zggu_ hlebqZxsb_ky hl l_o dhlhju_ h[uqgh im[ebdmxlky dZd f_`^mgZjh^guc klZg^Zjl gZijbf_j “kh\j_f_ggh_khklhygb_”). L_ogbq_kdb_hlq_lulbih\bih^e_`ZljZkkfhlj_gbx\l_q_gb_lj_oe_lkh ^gy him[ebdh\Zgby gZ ij_^f_l \hafh`gh]h bo ij_h[jZah\Zgby \ f_`^mgZjh^gu_ klZg^ZjluL_ogbq_kdb_hlq_lulbiZg_h[yaZl_evgh^he`gui_j_kfZljb\Zlvky^h l_o ihj ihdZ kh^_j`Zsb_ky \ gbo ^Zggu_ g_ i_j_klZgml kqblZlvky ^hklh\_jgufb beb ihe_agufb. iii ISO/TR 10014:1998 BKHLH 10014 y\eyxsbcky l_ogbq_kdbf hlq_lhf lbiZ [ue ih^]hlh\e_g L_ogbq_kdbf dhfbl_lhf BKHLD 176 “MijZ\e_gb_ dZq_kl\hf b h[_ki_q_gb_ dZq_kl\Z”,Ih^dhfbl_lhfIDIh^^_j`b\Zxsb_l_ogheh]bb GZklhysbc ^hdmf_gl \uimkdZ_lky \ k_jbb im[ebdZpbc l_ogbq_kdbo hlqzlh\ lbiZ\khhl\_lkl\bbkih^jZa^_ehfGqZklb>bj_dlb\BKHFWD dZd “[m^msbc klZg^Zjl ^ey \j_f_ggh]h ijbf_g_gby” \ h[eZklb wdhghfbdb dZq_kl\Z ihkdhevdm kms_kl\m_l gZkmsgZy g_h[oh^bfhklv \ jmdh\h^kl\_ ih bkihevah\Zgbx klZg^Zjlh\ \ wlhc h[eZklb lZd qlh[u wlZ g_h[oh^bfhklv m^h\e_l\hjyeZkv GZklhysbc ^hdmf_gl g_ ^he`_g jZkkfZljb\Zlvky dZd “f_`^mgZjh^guc klZg^Zjl“ Hg ij_^gZagZqZ_lky ^ey \j_f_ggh]h ijbf_g_gby k l_f, qlh[u fh`gh [uehihemqblvbgnhjfZpbxh_]hbkihevah\Zgbbbijbh[j_klbhiuljZ[hlukgbf Dhff_glZjbb ih kh^_j`Zgbx ^Zggh]h ^hdmf_glZ g_h[oh^bfh gZijZ\blv \ P_gljZevguck_dj_lZjbZlBKH I_j_kfhlj gZklhys_]h l_ogbq_kdh]h hlqzlZ lbiZ ke_^m_l ijhba\h^blv g_ iha`_ ljzo e_l k fhf_glZ _]h him[ebdh\Zgby k \ZjbZglZfb _]h jZkrbj_gby \ l_q_gb_ ke_^mxsbo ljzo e_l ij_\jZs_gby \ f_`^mgZjh^guc klZg^Zjl beb _]h batylby Ijbeh`_gb_ : \ gZklhys_f L_ogbq_kdhf hlq_l_ ^Z_lky lhevdh ^ey bgnhjfZpbb. FDK >_kdjbilhjudZq_kl\hh[_ki_q_gb_dZq_kl\ZmijZ\e_gb_dZq_kl\hfwdhghfbdZ wnn_dlb\ghklvf_lh^heh]byihgylbyijZ\beZbgkljmdpbb iv ISO/TR 10014:1998 <<?>?GB? GZklhysbc l_ogbq_kdbc hlq_l ij_^klZ\ey_l dhgp_ipbb b f_lh^heh]bx dhlhju_ ^Zxl hj]ZgbaZpbyf \hafh`ghklv memqrblv m^h\e_l\hj_gghklv ihlj_[bl_e_c b \ lh `_ kZfh_ \j_fy khdjZlblv aZljZlu Hg lZd`_ ihfh]Z_l hj]ZgbaZpbyfhij_^_eblvdZdb_baf_lh^h\deZkkbnbdZpbbaZljZlbhlke_`b\Zgby m^h\e_l\hj_gghklbihlj_[bl_e_cemqr_\k_]hhl\_qZxlboihlj_[ghklyf MijZ\e_gb_ dZq_kl\hf \eby_l gZ wdhghfbq_kdmx wnn_dlb\ghklv jZ[hlu hj]ZgbaZpbb dZd djZldhkjhqgh lZd b ^he]hkjhqgh Hj]ZgbaZpbb g_ ke_^m_l jZkkfZljb\Zlv lZdh_ \ebygb_ lhevdh \ hlghr_gbb khdjZs_gby aZljZl aZ dhjhldbc kjhd Qlh dZ`_lky memqr_gb_f ^ey dhjhldh]h kjhdZ fh`_l bf_lv hljbpZl_evgu_ ^he]hkjhqgu_ihke_^kl\by^eyehyevghklbihlj_[bl_eyj_imlZpbbijh^mdpbbbeb ^h\_jbyihevah\Zl_ey DjZldhkjhqgu_b^he]hkjhqgu_wdhghfbq_kdb_p_ebke_^m_lnhjfmebjh\Zlv bj_]meyjghi_j_kfZljb\ZlvijbieZgbjh\ZgbbdZq_kl\Z v ISO/TR 10014:1998 JMDH<H>YSB?MD:A:GBYIHMIJ:<E?GBX WDHGHFBDHCD:Q?KL<: 1 H[eZklvijbf_g_gby GZklhysbc l_ogbq_kdbc hlq_l h[_ki_qb\Z_l jmdh\h^kl\h ih kihkh[Zf ihemq_gbywdhghfbq_kdhc\u]h^u\j_amevlZl_mijZ\e_gbydZq_kl\hf ?]hke_^m_lrbjhdhijbf_gylv\k_fhj]ZgbaZpbyfbgZ\k_omjh\gyo\gmljb hj]ZgbaZpbbHgg_ij_^gZagZq_g^eybkihevah\Zgby\^h]h\hjguokblmZpbyobeb\ dZq_kl\_h[t_dlZZm^blh\lj_lv_cklhjhghc 2 GhjfZlb\gZykkuedZ Ke_^mxsbc f_`^mgZjh^guc klZg^Zjl kh^_j`bl iheh`_gby dhlhju_ ihkj_^kl\hf kkuedb \ ^Zgghf l_dkl_ khklZ\eyxl iheh`_gby gZklhys_]h l_ogbq_kdh]hhlq_lZGZ\j_fyhim[ebdh\Zgby^_ckl\h\ZehmdZaZggh_ba^Zgb_<k_ klZg^Zjlu ih^e_`Zl i_j_kfhljm b klhjhgZf kh]eZr_gbc hkgh\Zgguo gZ ^Zgghf l_ogbq_kdhf hlq_l_ j_dhf_g^m_lky jZkkfZljb\Zlv \hafh`ghklv ijbf_g_gby kZfh]hihke_^g_]hba^ZgbyklZg^ZjlZmdZaZggh]hgb`_Qe_guBKHbFWD\_^ml i_j_qgb^_ckl\mxsbo\gZklhys__\j_fyf_`^mgZjh^guoklZg^Zjlh\ BKHMijZ\e_gb_dZq_kl\hfbh[_ki_q_gb_dZq_kl\ZKeh\Zjv 1 ISO/TR 10014:1998 3 Hij_^_e_gby Ijbf_gbl_evghdgZklhys_fmklZg^Zjlmbkihevamxlkyke_^mxsb_ hij_^_e_gby 3.1 klhbfhklvkhhl\_lkl\by aZljZlu gZ \uiheg_gb_ \k_o mklZgh\e_gguo b ij_^iheZ]Z_fuo ihlj_[ghkl_c ihlj_[bl_e_cijb[_ahldZaghklbkms_kl\mxs_]hijhp_kkZ 3.2 klhbfhklvg_khhl\_lkl\by aZljZluh[mkeh\e_ggu_hldZahfkms_kl\mxs_]hijhp_kkZ 4 =eZ\gZyp_evhj]ZgbaZpbb Jmdh\h^kl\m hj]ZgbaZpbb ke_^m_l hij_^_eblv b ^hdmf_glbjh\Zlv k\hx ]eZ\gmx p_ev Z lZd`_ iheblbdm b aZ^Zqb \ h[eZklb dZq_kl\Z Ihke_ wlh]h fh`gh ieZgbjh\Zlv^h[Z\eyxsmxp_gghklvbkhdjZsZxsmxaZljZlu^_yl_evghklvqlh[u fZdkbfbabjh\Zlvwdhghfbq_kdbcj_amevlZl IJBF?JU Hkgh\ghc p_evx ih`Zjghc hojZgu y\ey_lky aZsblZ h[s_kl\Z hl ms_j[Z \ua\Zggh]hih`Zjhf Hkgh\ghc p_evx ij_^ijbylby jhagbqghc lhj]h\eb fh`_l [ulv ihemq_gb_ ijb[ue_c 2 ISO/TR 10014:1998 JbkF_lh^heh]bymijZ\e_gbywdhghfbdhcdZq_kl\Z 3 ISO/TR 10014:1998 5 MijZ\e_gb_wdhghfbdhcdZq_kl\Z Hj]ZgbaZpbb ke_^m_l b^lb d ^hklb`_gbx k\h_c hkgh\ghc p_eb g_ij_ju\gh ih\urZy wnn_dlb\ghklv k\h_c jZ[hlu iml_f bkihevah\Zgby f_lh^heh]bb mijZ\e_gbywdhghfbdhcdZq_kl\ZihdZaZgghcgZjbk IJBF?Q:GB? Pbnju gZ jbk khhl\_lkl\mxl ghf_jZf jZa^_eh\ gZklhys_]hl_ogbq_kdh]hhlq_lZ J_ZebaZpbyf_lh^heh]bbgZqbgZ_lkykb^_glbnbdZpbbbebZgZebaZijhp_kkh\ hj]ZgbaZpbbWlhh[_ki_qb\Z_l\hafh`ghklvb^_glbnbdZpbbl_dms_]hdhgljheyb aZg_k_gby\hlq_lhi_jZpbcbk\yaZgguokgbfbaZljZlWlhlZd`_^Z_lhj]ZgbaZpbb \hafh`ghklv b^_glbnbdZpbb l_dms_]h dhgljhey b aZg_k_gby \ hlq_l kl_i_gb m^h\e_l\hj_gghklbihlj_[bl_e_cWlb^\Zhlq_lZfh]mlaZl_f[ulvbkihevah\Zgu\ ZgZeba_ kh klhjhgu jmdh\h^kl\Z ^ey b^_glbnbdZpbb \hafh`ghkl_c memqr_gby ijhp_kkh\bm^h\e_l\hj_gghklbihlj_[bl_e_c Jmdh\h^kl\m ke_^m_l ijh\_klb ZgZeba aZljZl\u]h^u qlh[u hij_^_eblv lj_[m_lkyebdZdZygb[m^vf_jZbhijZ\^ZgZebij_^eZ]Z_fZyf_jZihmemqr_gbx dZq_kl\Zkmq_lhfdjZldhkjhqghcb^he]hkjhqghc\u]h^u ?keb wlZ f_jZ kZgdpbhgbjh\ZgZ lh hj]ZgbaZpbb ke_^m_l aZieZgbjh\Zlv b hkms_kl\blvmemqr_gb_ZlZd`_ijhdhgljhebjh\Zlvj_amevlZluqlh[uh[_ki_qblv h[jZlgmxk\yav^eyijhp_kkZ Hj]ZgbaZpbb ke_^m_l ih\lhjylv wlm f_lh^heh]bx k p_evx g_ij_ju\gh]h memqr_gby 4 ISO/TR 10014:1998 6 B^_glbnbdZpbyZgZebaijhp_kkh\ Jmdh\h^kl\m ke_^m_l ijbf_gylv dhgp_ipbb gZklhys_]h l_ogbq_kdh]h hlq_lZ d hj]ZgbaZpbb \ p_ehf < wlhf kemqZ_ ihlj_[bl_eb [m^ml \g_rgbfb ^ey hj]ZgbaZpbb Jmdh\h^kl\h ^he`gh lZd`_ ijbf_gylv ^Zggu_ dhgp_ipbb d \u[jZgguf ijhp_kkZf \ jZfdZo hj]ZgbaZpbb < wlbo kemqZyo ihlj_[bl_eb fh]ml [ulv^eyhj]ZgbaZpbbb\gmlj_ggbfbb\g_rgbfb Hj]ZgbaZpbb ke_^m_l h[_ki_qblv qlh[u ijhp_kku [ueb gZijZ\e_gu gZ m^h\e_l\hj_gb_ ihlj_[ghkl_c ihlj_[bl_e_c Ijhp_kku ij_^klZ\eyxl kh[hc kh\hdmighklv \aZbfhk\yaZgguo j_kmjkh\ b \b^h\ ^_yl_evghklb dhlhju_ ij_\jZsZxl \oh^ysb_ ihlhdb \ \uoh^ysb_ Wdhghfbq_kdmx wnn_dlb\ghklv ijhp_kkZ ke_^m_l baf_jylv bkihevamy ihdZaZl_eb aZljZl b m^h\e_l\hj_gghklb ihlj_[bl_e_c Hj]ZgbaZpbb ke_^m_l b^_glbnbpbjh\Zlv dexq_\u_ ijhp_kku bkoh^y ba bo \ha^_ckl\by gZ aZljZlu b ba m^h\e_l\hj_gghklb ihlj_[bl_e_c Hj]ZgbaZpbb ke_^m_l hij_^_eblv h[yaZgghklb b hl\_lkl\_gghklv l_o dlh mijZ\ey_l wlbfb ijhp_kkZfb 7 Hj]ZgbaZpby B^_glbnbdZpbyhi_jZpbcijhp_kkZ Hj]ZgbaZpbb ke_^m_l b^_glbnbpbjh\Zlv hi_jZpbb ijhp_kkZ qlh[u fh`gh [ueh \u^_eylv aZljZlu >ey wlh]h fh`gh jZajZ[hlZlv [ehdko_fm dhlhjZy ihdZau\Z_l hi_jZpbb ijhp_kkZ \ bo eh]bq_kdhc ihke_^h\Zl_evghklb <oh^gu_ ihlhdb ^ey hi_jZpbc ijhp_kkZ lZdb_ dZd fZl_jbZeu h[hjm^h\Zgb_ b ^Zggu_ ke_^m_l b^_glbnbpbjh\Zlv <uoh^gu_ ihlhdb hi_jZpbc ijhp_kkZ ke_^m_l b^_glbnbpbjh\Zlv b dZ`^uc lZdhc ihlhd ke_^m_l hij_^_eylv dZd b^msbc d h^ghfmbeb[he__ihlj_[bl_eyf 5 ISO/TR 10014:1998 Kihkh[u mijZ\e_gby b j_kmjku ^ey \k_o ijhp_kkh\ lZd`_ ke_^m_l b^_glbnbpbjh\Zlv L_dmsbcdhgljhevaZljZl Hj]ZgbaZpbb ke_^m_l b^_glbnbpbjh\Zlv b dhgljhebjh\Zlv aZljZlu k\yaZggu_ k dZ`^hc hi_jZpb_c \u[jZgguo ijhp_kkh\ AZljZlu fh]ml \dexqZlv ijyfu_ b dhk\_ggu_ ljm^haZljZlu aZljZlu gZ fZl_jbZeu h[hjm^h\Zgb_ gZdeZ^gu_ jZkoh^u b ^j >Zggu_ h aZljZlZo fh]ml [ulv nZdlbq_kdbfb \u^_e_ggufbbebhp_g_ggufb >Zggu_ h aZljZlZo fh]ml [ulv \u^_e_gu ba kms_kl\mxs_c kbkl_fu nbgZgkh\h]hdhgljheyb^hiheg_guhi_jZlb\gufb^Zggufb>Zggu_\u^_e_ggu_ ba ^jm]bo bklhqgbdh\ fh]ml [ulv hij_^_e_gu dhebq_kl\_ggh b bkihevah\Zgu hj]ZgbaZpb_c AZljZlu dhlhju_ g_evay e_]dh k\yaZlv k hl^_evgufb we_f_glZfb klhbfhklb ke_^m_l hp_gb\Zlv ?keb lZdb_ aZljZlu agZqbl_evgu bo ke_^m_l khhl\_lkl\mxsbfh[jZahfaZnbdkbjh\ZlvP_evx^he`gh[ulv\u^_e_gb_aZljZlZ g_boih]ehs_gb_gZdeZ^gufbjZkoh^ZfbAZljZlug_ke_^m_lh]jZgbqb\Zlvlhevdh hi_jZpbyfbhgb^he`guho\Zlu\Zlv\kx^_yl_evghklvhj]ZgbaZpbb <gZklhys__\j_fykms_kl\m_lg_kdhevdhih^oh^h\ddeZkkbnbdZpbbaZljZl Zbf_ggh - fh^_ev \ dhlhjhc aZljZlu k]jmiibjh\Zgu ih^ jm[jbdhc “Ij_^hl\jZs_gb_hp_gdZbhldZa” [ba\_klgmxdZdfh^_evIHH@; - fh^_ev \ dhlhjhc aZljZlu k]jmiibjh\Zgu ih^ jm[jbdZfb klhbfhklb khhl\_lkl\bybklhbfhklbg_khhl\_lkl\byba\_klgmxdZdfh^_evijhp_kkZ - fh^_ev \ dhlhjhc aZljZlu k]jmiibjh\Zgu ih^ jZaebqgufb nZaZfb `bag_ggh]hpbdeZijh^mdpbbba\_klgmxdZdfh^_ev`bag_ggh]hpbdeZ - fh^_ev dhlhjZy khkj_^hlhq_gZ gZ b^_glbnbdZpbb b baf_j_gbb \ kq_l_ jZkq_lh\ ^_n_dlh\ ^h[Z\e_gghc p_gghklb h[mkeh\e_gguo iehoh kieZgbjh\Zgghc bebiehoh\uiheg_gghcjZ[hlhc <u[hjfh^_eb[m^_laZ\bk_lvhlkh[kl\_gguolj_[h\Zgbchj]ZgbaZpbb 6 ISO/TR 10014:1998 KhklZ\e_gb_hlq_lZhaZljZlZogZijhp_kku Hj]ZgbaZpbb ke_^m_l kmffbjh\Zlv aZljZlu b kjZ\gb\Zlv bo k ih^oh^ys_c [Zahcbaf_j_gbylZdhcdZdqbklZykmffZijh^Z`\oh^gu_^Zggu_haZljZlZobeb `b\hcljm^WlhkjZ\g_gb_k\y`_lwdhghfbdmdZq_kl\Zkdhebq_kl\hf\uiheg_gghc jZ[hlu Hlq_lu h aZljZlZo fh]ml khklZ\eylvky dhfiZgb_c hl^_e_gb_f ij_^ijbylb_fbebhl^_ehfgZhkgh\_bg^b\b^mZevguoihlj_[ghkl_chj]ZgbaZpbb Ih^jh[ghklvhlq_lZaZ\bkblhlmjh\gyjmdh\h^kl\Z^eydhlhjh]hij_^gZagZqZ_lky hlq_l >ey \ukr_]h jmdh\h^kl\Z fh`_l ihlj_[h\Zlvky khdjZs_gguc hlq_l lh]^Z dZd jmdh\h^bl_eyf kj_^g_]h a\_gZ gm`gZ ih^jh[gZy bgnhjfZpby h aZljZlZo Fh`gh bkihevah\Zlv ^bZ]jZffu ^ey ij_^klZ\e_gby ^Zgguo b gZijZ\e_gbc \ kbkl_f_ 8 Ihlj_[bl_eb B^_glbnbdZpbynZdlhjh\\ebyxsbogZm^h\e_l\hj_gghklvihlj_[bl_e_c M^h\e_l\hj_gghklv ihlj_[bl_e_c fh`gh hlke_`b\Zlv ih rdZe_ hl iheghc g_m^h\e_l\hj_gghklb ^h m^h\hevkl\by Ihlj_[bl_eb [m^ml bkiulu\Zlv hij_^_e_ggmx kl_i_gv m^h\e_l\hj_gghklb ijb ^Zgghf kl_q_gbb h[klhyl_evkl\ Hij_^_eyxsbfb [m^ml ljb ]jmiiu nZdlhjh\ \uau\Zxsb_ g_m^h\e_l\hj_gghklv m^h\e_l\hj_gghklvbm^h\hevkl\b_ M^h\e_l\hj_gghklv ihlj_[bl_e_c g_evay ij_^kdZaZlv k lhqghklvx gh __ g_h[oh^bfh hlke_`b\Zlv ^ey \uy\e_gby \hafh`ghkl_c memqr_gby Ijb ieZgbjh\ZgbbdZq_kl\Zhj]ZgbaZpbbke_^m_lmqblu\ZlvwlbnZdlhju Ohly m^h\e_l\hj_gghklv ihlj_[bl_e_c ± wlh ohjhrZy \_sv gh j_rZxsbf nZdlhjhf\wdhghfbd_dZq_kl\Zy\ey_lky“ehyevghklvihlj_[bl_e_c”Ihlj_[bl_eb fh]ml [ulv m^h\e_l\hj_gu b h^gZdh g_ ^_eZlv ih\lhjghc ihdmidb IhklhyggZy wdhghfbq_kdZy \u]h^Z ^hklb]Z_lky q_j_a m^h\e_l\hj_gghklv ihlj_[bl_e_c ih^l\_j`^Z_fhcboehyevghklvx 7 ISO/TR 10014:1998 NZdlhju\uau\Zxsb_g_m^h\e_l\hj_gghklv D nZdlhjZf \uau\Zxsbf g_m^h\e_l\hj_gghklv fh`gh hlg_klb g_wnn_dlb\gu_ ijhp_kku beb g_`_eZl_evgu_ k\hckl\Z ijh^mdpbb Dh]^Z hgb ijbkmlkl\mxl m^h\e_l\hj_gghklv ihlj_[bl_e_c agZqbl_evgh ihgb`Z_lky Ijb hlkmlkl\bb lZdbo nZdlhjh\ m^h\e_l\hj_gghklv ihlj_[bl_e_c g_ memqrZ_lky hgZ ijhklh g_ mom^rZ_lky Hj]ZgbaZpby \hafh`gh g_^hklZlhqgh ohjhrh ihgbfZ_l qlhihlj_[bl_evkqblZ_lwlbnZdlhju\_kvfZkms_kl\_ggufb IJBF?JU >_n_dlgu_ ba^_eby beb mkem]b ijh[e_fu ^hklZ\db ijh[e_fu ihemq_gby mkem]b g_^jm`_kl\_gguc i_jkhgZe beb jZ\gh^mrb_ d `Zeh[Zf beb \hijhkZf ihlj_[bl_e_c NZdlhju\uau\Zxsb_m^h\e_l\hj_gghklv NZdlhju \uau\Zxsb_ m^h\e_l\hj_gghklv hlghkylky d h`b^Z_fuf ijhp_kkZfbebk\hckl\Zfijh^mdpbbIhf_j_h[_ki_q_gbygZebqbywlbonZdlhjh\ m\_ebqb\Z_lkym^h\e_l\hj_gghklvihlj_[bl_e_c IJBF?JU ?keb p_gZ ba^_eby mf_gvrZ_lky hgh klZgh\blky [he__ p_gguf b m^h\e_l\hj_gghklvihlj_[bl_ey\hajZklZ_l Ij_^eh`_gb_ [he__ rbjhdh]h ^bZiZahgZ khjlh\ b fh^_e_c ijh^mdpbb l_ gZebqb_\u[hjZy\ey_lkynZdlhjhf\uau\Zxsbfm^h\e_l\hj_gghklv NZdlhju \uau\Zxsb_ m^h\e_l\hj_gghklv g_ h[yaZl_evgh dhfi_gkbjmxl nZdlhju\uau\Zxsb_g_m^h\e_l\hj_gghklv IJBF?J Ihlj_[bl_ev[ukljhaZ[u\Z_lhgbadhcp_g_ba^_ebybebh[ukljhc^hklZ\d_ _kebihemq_ggh_ba^_eb_hdZaZehkv^_n_dlguf 8 ISO/TR 10014:1998 NZdlhju\uau\Zxsb_m^h\hevkl\b_ D nZdlhjZf \uau\Zxsbf m^h\hevkl\b_ hlghkylky ijhp_kku beb k\hckl\Z ijh^mdpbb dhlhju_ b g_ h`b^Zebkv b g_ h]h\Zjb\Zebkv gh [ueb iheh`bl_evgh hp_g_guihlj_[bl_e_f\ijhp_kk_wdkiemZlZpbb IJBF?JU WlbnZdlhjufh`ghijhbeexkljbjh\ZlvgZijbf_j_]hklbgbp ?keb [u iml_r_kl\_ggbdb aZdZaZ\rb_ ghf_j \ ]hklbgbp_ h[gZjm`beb ijb j_]bkljZpbbqlhboaZdZaihl_jygdhfgZlZ]jyagZybdhg^bpbhg_jg_jZ[hlZ_lhgb [ueb[uhq_gvg_^h\hevgu ?keb ^jm]Zy ]hklbgbpZ ij_^eZ]Z_l [he__ ^_r_\uc ghf_j b [_kieZlgmx ^hklZ\dm\Zwjhihjlm^h\e_l\hj_gghklvm\_ebqb\Z_lky ?keb i_jkhgZe ]hklbgbpu ihfgbl bfy deb_glZ ijb _]h j_]bkljZpbb l_e_\b^_gb_ bf__l ijh]jZffu gZ jh^ghf yaud_ deb_glZ b \ ghf_j_ deb_gl h[gZjm`b\Z_l\ZamknjmdlZfblh\k_wlbnZdlhjufh]ml\ua\Zlvm^h\hevkl\b_ Hlke_`b\Zgb_m^h\e_l\hj_gghklbihlj_[bl_e_c LZd dZd ihlj_[ghklb ihlj_[bl_e_c b hj]ZgbaZpbc ihklhyggh f_gyxlky hj]ZgbaZpby ^he`gZ g_ij_ju\gh hlke_`b\Zlv m^h\e_l\hj_gghklv ihlj_[bl_e_c qlh[uh[e_]qblvijh\_^_gb_ZgZebaZl_g^_gpbbbaf_g_gby Hj]ZgbaZpbb kms_kl\mxl qlh[u m^h\e_l\hjylv ihlj_[ghklb ihlj_[bl_e_c >ey lh]h qlh[u khojZgylv ehyevghklv ihlj_[bl_e_c hj]ZgbaZpby ^he`gZ m^h\e_l\hjylv\k_boknhjfmebjh\Zggu_bij_^iheZ]Z_fu_ihlj_[ghklb >ey lh]h qlh[u hij_^_eblv j_Zevgmx kl_i_gv m^h\e_l\hj_gghklb ihlj_[bl_e_c hj]ZgbaZpbb ke_^m_l jZkkfZljb\Zlv jZaebqgu_ f_lh^u k[hjZ ^Zgguo Hj]ZgbaZpby fh`_l b^_glbnbpbjh\Zlv m^h\e_l\hj_gghklv ihlj_[bl_e_c ihkj_^kl\hfdhebq_kl\_ggh]hbdZq_kl\_ggh]hh[ke_^h\Zgby>eydhebq_kl\_ggh]h h[ke_^h\Zgby ^Zggu_ fh`gh kh[bjZlv k ihfhsvx bgl_j\vx \ dhlhjuo ihlj_[bl_eb ^he`gu aZihegblv Zgd_lu beb iml_f bamq_gby ih\_^_gby ihlj_[bl_e_c >ey dZq_kl\_ggh]h h[ke_^h\Zgby hj]ZgbaZpby fh`_l bkihevah\Zlv 9 ISO/TR 10014:1998 Zgd_lu k [he__ ih^jh[gufb \hijhkZfb qlh[u ihemqblv ij_^klZ\e_gb_ h \hkijbylbbbqm\kl\Zoihlj_[bl_e_cHj]ZgbaZpbbke_^m_l\u[jZlvkZfu_emqrb_ f_lh^uk[hjZ^Zgguokh]eZkghoZjZdl_jmbamq_gbykjhdZfbgZebqguf^_g_`guf kj_^kl\Zf KhklZ\e_gb_hlq_lZh[m^h\e_l\hj_gghklbihlj_[bl_e_c Hj]ZgbaZpbb ke_^m_l ij_\jZlblv j_amevlZlu mkbebc ih hlke_`b\Zgbx m^h\e_l\hj_gghklbihlj_[bl_e_c\g_dhlhjmxnhjfmdhlhjmxfh`ghhp_gblv^ey ijbgylby j_r_gbc Wlhl hlq_l h[ m^h\e_l\hj_gghklb ihlj_[bl_e_c ^he`_g kh^_j`Zlvj_amevlZluhlke_`b\Zgbybklhqgbdbbf_lh^ubkihevam_fu_^eyk[hjZ bgnhjfZpbb b hp_gdm nZdlhjh\ dhlhju_ dZd iheZ]Zxl ih\ebyeb gZ l_dmsmx kl_i_gvm^h\e_l\hj_gghklbihlj_[bl_e_c >Zggu_ kjZ\g_gbc k ij_^u^msbfb j_amevlZlZfb l_g^_gpbyfb baf_g_gbc ijhfure_ggufb ghjfZfb beb k dhgdmj_glghc bgnhjfZpb_c _keb lZdh\u_ bf_xlky ^he`gu [ulv \dexq_gu \ hlq_l Bamq_gb_ kl_i_gb m^h\e_l\hj_gghklb ihlj_[bl_e_c\^jm]bohljZkeyofh`_l^Zlvihe_agmxbgnhjfZpbx^eykjZ\g_gby kkh[kl\_ggufbj_amevlZlZfb. 9 MijZ\e_gb_memqr_gbyfb :gZebakhklhjhgujmdh\h^kl\Z Hj]ZgbaZpbb ke_^m_l ijh\h^blv ZgZeba hlq_lh\ h aZljZlZo b m^h\e_l\hj_gghklbihlj_[bl_e_c q_j_ahij_^_e_ggu_bgl_j\Zeu kjZ\gb\ZybokieZgZfbbbkihevamykjZ\gbfu_^Zggu_ kmq_lhfbaf_g_gbc\^_eh\hckj_^_ 9.2 B^_glbnbdZpby\hafh`ghkl_c Hj]ZgbaZpbbke_^m_lZgZebabjh\ZlvbgnhjfZpbxij_^klZ\e_ggmx\hlq_l_h aZljZlZo b m^h\e_l\hj_gghklb ihlj_[bl_e_c qlh[u hij_^_eblv bf_xlky eb \hafh`ghklb^eymemqr_gby\h[eZklyo 10 ISO/TR 10014:1998 - dhjj_dpbbg_khhl\_lkl\bc - ij_^hl\jZs_gbyg_khhl\_lkl\bc - ihklhyggh]hmemqr_gby - kh\_jr_gghgh\uoba^_ebcbebijhp_kkh\ AZ^Zqm j_ZebaZpbb \hafh`ghkl_c b bo h[t_f ke_^m_l ^hdmf_glbjh\Zlv Z aZl_fijbgbfZlvf_juihmemqr_gbx<^he]hkjhqghfieZg_ke_^m_lklZ\blvp_eb ^eymemqr_gghcp_gghklbbmqblu\Zlvg_h[oh^bfu_j_kmjku < djZldhkjhqghf ieZg_ memqr_gby ke_^m_l i_j_\_klb ^he]hkjhqguc ieZg \ baf_jbfu_ ^_ckl\by \_^msb_ d memqr_gghc p_gghklb >j_\h\b^gZy ko_fZ kf jbkfh`_lihfhqv\hij_^_e_gbbijbhjbl_lh\ Ijh\_^_gb_ZgZebaZaZljZl\u]h^u Hj]ZgbaZpbb ke_^m_l jZkkfhlj_lv wdhghfbq_kdb_ j_amevlZlu \k_o \hafh`guo f_j ih memqr_gbx dZq_kl\Z <u]h^Z aZl_f fh`_l kjZ\gb\Zlvky k ij_^iheZ]Z_fufb aZljZlZfb qlh[u lhqg__ hij_^_eblv ijbhjbl_lu b ijbgylv j_r_gb_ FZljbpZ memqr_gbc \ lZ[e ihdZau\Z_l ijbf_ju \hafh`guo wdhghfbq_kdbo j_amevlZlh\ \ua\Zgguo jZaebqgufb f_jZfb ih memqr_gbx dZq_kl\Z NZdlbq_kdb_ j_amevlZlu [m^ml aZ\bk_lv hl mgbdZevguo h[klhyl_evkl\ hj]ZgbaZpbb < kblmZpbb “^ey ijb[ueb” \hafh`gh ij_^kdZaZlv m\_ebq_gb_ ^hoh^Z \ke_^kl\b_ ehyevghklb ihlj_[bl_e_c dZd j_amevlZl f_j ih memqr_gbx dZq_kl\Z Ljm^gh _keb \hh[s_ \uihegbfh ij_^kdZaZlv k\_jo^hoh^ hl gh\uo ihlj_[bl_e_c dZd j_amevlZl j_dhf_g^Zpbc kms_kl\mxsbo m^h\e_l\hj_gguo beb ^h\hevguo ihlj_[bl_e_cH^gZdhwlhlj_amevlZlfh`_lbf_lv[hevrh_\ebygb_gZnbgZgkh\u_ ihdZaZl_ebhj]ZgbaZpbb < kblmZpbb “g_ ^ey ijb[ueb” jhkl m^h\e_l\hj_gghklb ihlj_[bl_ey fh`_l ijbg_klbbebg_ijbg_klbg_ihkj_^kl\_ggmxnbgZgkh\mx\u]h^mWlhaZ\bkblhl f_oZgbafh\ nbgZgkbjh\Zgby hj]ZgbaZpbb Ihlj_[bl_eb b ^jm]b_ aZbgl_j_kh\Zggu_ klhjhgu ihemqZl p_gghklv dhlhjmx ljm^gh ih^kqblZlv \ nbgZgkh\hfhlghr_gbbghdhlhjZy^_ckl\bl_evghj_ZevgZ 11 ISO/TR 10014:1998 IJBF?J RdheZ ijbgbfZxsZy f_ju ih memqr_gbx dZq_kl\Z memqrbl k\hx j_imlZpbx < j_amevlZl_ \k_ [hevr_ b [hevr_ jh^bl_e_c aZohlyl hlijZ\blv lm^Z k\hbo ^_l_c ?keb rdhevgu_ nhg^u hij_^_eyxlky ba jZkq_lZ gZ h^gh]h j_[_gdZ lh]^Z [x^`_l rdheu m\_ebqblky \ j_amevlZl_ memqr_gbc Wlh ij_^iheZ]Z_l aZiZkgmx j_a_j\gmx fhsghklv \gmljb rdheu ?keb nhg^u jZkkqblu\Zxlky ih ^jm]hcnhjfme_rdheZfh`_lg_ihemqblvijyfhcnbgZgkh\hc\u]h^u^Z`__keb j_ZevgZy \u]h^Z ^ey h[s_kl\Z fh`_l [ulv hq_gv [hevrhc gh g_ ih^Zxs_cky ih^kq_lm >ey ijh\_^_gby ZgZebaZ aZljZl\u]h^u hj]ZgbaZpby fh`_l ij_^ijbgylv ke_^mxsb_rZ]b Z h[_ki_qblv q_ldh_ hij_^_e_gb_ ieZgbjh\Zgb_ b klhbfhklv ij_^eZ]Z_fuo f_j ih memqr_gbx \ khhl\_lkl\bb k ]eZ\ghc p_gevx hj]ZgbaZpbb b) \ha^_ckl\h\Zlv gZ m^h\e_l\hj_gghklv ihlj_[bl_e_c iml_f m\_ebq_gby nZdlhjh\ \uau\Zxsbo m^h\hevkl\b_ b m^h\e_l\hj_gghklv b mf_gvr_gbynZdlhjh\\uau\Zxsbog_m^h\e_l\hj_gghklv c) hp_gblv m\_ebq_gb_ ^hoh^h\ [eZ]h^Zjy ih\lhjguf aZdZaZf b gh\hfm [bag_km dZdj_amevlZlmemqr_gbym^h\e_l\hj_gghklbihlj_[bl_e_c d) b^_glbnbpbjh\Zlv f_g__ hsmlbfu_ \u]h^u ihlj_[bl_e_c b ^jm]bo aZbgl_j_kh\Zgguoklhjhg e) hp_gblv baf_g_gby klhbfhkl_c dZd \gmlj_ggbo lZd b \g_rgbo gZ khhl\_lkl\b_bg_khhl\_lkl\b_ 12 ISO/TR 10014:1998 f) ijh\_klb ^_lZevguc kjZ\gbl_evguc ZgZeba kh\hdmiguo nbgZgkh\uo aZljZlij_^eZ]Z_fhcf_juihmemqr_gbx g) kjZ\gblv kh\hdmigmx \u]h^m k dZiblZevgufb aZljZlZfb gZ f_jm ih memqr_gbxbj_rblvijh^he`Zlvebbobebg_l Hj]ZgbaZpby fh`_l bkihevah\Zlv jZagu_ f_lh^u gZijbf_j qbklmx l_dmsmxklhbfhklvkjhdhdmiZ_fhklb\gmlj_ggxxghjfmijb[ueb^eyijbgylby nbgZgkh\h]hj_r_gbyhijh^he`_gbbf_jihmemqr_gbxdZq_kl\Z G_h[oh^bfhmqblu\Zlvf_g__hsmlbfu_\u]h^uG_dhlhju_wdhghfbq_kdb_ j_amevlZlu fh]ml [ulv ljm^gu ^ey ih^kq_lZ gZijbf_j m\_ebq_gb_ ijh^Z` ih h[jZapZf b ih\ur_gb_ ijhba\h^bl_evghklb [eZ]h^Zjy ih\ur_gbx fhjZevgh]h khklhygby gh hgb fh]ml [ulv kms_kl\_ggufb < ijhp_kk_ ijbgylby j_r_gby g_h[oh^bfhjZkkfZljb\ZlvdZdhsmlbfu_lZdbg_hsmlbfu_\u]h^u J_r_gb_ h ijh^he`_gbb f_j ih memqr_gbx dZq_kl\Z ke_^m_l ijbgbfZlv gZ khhl\_lkl\mxs_f mjh\g_ ?keb ihl_gpbZevgu_ dZiblZevgu_ aZljZlu gbadb j_r_gb_ ke_^m_l ijbgbfZlv ]b[dbf g_[xjhdjZlbq_kdbf kihkh[hf l_fb dlh gZb[he__ [ebahd d ^Zgghfm ijhp_kkm ?keb aZljZlu kms_kl\_ggu fh`_l \hagbdgmlv g_h[oh^bfhklv \ [he__ hnbpbZevghf ijhp_kk_ ijbgylby j_r_gby Gm`gZ ij_^mkfhljbl_evghklv qlh[u h[_ki_qblv fZdkbfZevgmx \u]h^m ijb fbgbfZevguodZiblZevguoaZljZlZo IeZgbjh\Zgb_b\g_^j_gb_memqr_gby Hj]ZgbaZpbb ke_^m_l ieZgbjh\Zlv b \g_^jylv kZgdpbhgbjh\Zggu_ f_ju ih memqr_gbx Hlq_l h aZljZlZo gZ wlhl ijhp_kk b m^h\e_l\hj_gghklb ihlj_[bl_e_c ke_^m_l bkihevah\Zlv k l_f qlh[u m[_^blvky \ ^hklb`_gbb ij_^kdZaZgguo memqr_gbc ?keb wlh]h g_ ijhbahreh fh`_l ihlj_[h\Zlvky ^hihegbl_evguc ZgZeba < khhl\_lkl\bb k ieZghf hj]ZgbaZpbb ke_^m_l ijhZgZebabjh\Zlv j_amevlZlu ijbgylbyf_jihmemqr_gbxqlh[um^hklh\_jblvky\bownn_dlb\ghklb 13 ISO/TR 10014:1998 Jbk>j_\h\b^gZyko_fZmemqr_gbywdhghfbdbdZq_kl\Z 14 ISO/TR 10014:1998 LZ[ebpZIjbf_ju\hafh`guoj_amevlZlh\g_dhlhjuof_jihmemqr_gbx dZq_kl\Z <hafh`gu_agZqbl_evgu_j_amevlZlu KhdjZlblv ^_n_dlu ijh^mdpbb M\_ebq_gb_ nZdlhjh\ \uau\Zxsbo m^h\hevkl\b_ ihlj_[bl_e_c M\_ebq_gb_ p_gghklb\ khhl\_l kl\bbk ]eZ\ghc p_evx hj]ZgbaZpbb Ih\ur_gb_ m^h\e_l\hj_g ghklb ihlj_[bl_e_c Mf_gvr_gb_ \g_rgbob \gmlj_ggbo ijhba\h^kl\_gguo jZkoh^h\ × M\_ebq_gb_ nZdlhjh\ \uau\Zxsbo m^h\e_l\h j_gghklv ihlj_[bl_e_c Mf_gvr_gb_ nZdlhjh\ \uau\Zxsbo g_m^h\e_l\h j_gghklv ihlj_[bl_e_c Mf_gvr_gb_ klhbfhklb khhl\_lkl\by Mf_gvr_gb_ klhbfhklb g_khhl\_lkl\by JZajZ[hlZlv bggh\Zpbhg gu_gh\u_ ba^_eby F_juihmemqr_gbxijbf_ju H[_ki_qblv Ihemqblv Memqrblv k_jlbnbdZpbx h[mq_gb_ ijhp_kku ihBKH h[kem`b\Zgbx beb ihlj_[bl_e_c × × × × Mf_gvrblv aZ]jyag_gb_ hdjm`Zxs_c kj_^u × × × × × × × × × × × × Ihykg_gb_ h[hagZqZ_l\hafh`gucagZqbl_evgucj_amevlZl IJBF?Q:GB?NZdlbq_kdb_j_amevlZlu[m^mlaZ\bk_lvhlmgbdZevguoh[klhyl_evkl\hj]ZgbaZpbb 15 ISO/TR 10014:1998 IJBEH@?GB?: bgnhjfZlb\gh_ ;B;EBH=J:NBY [1] BKH KlZg^Zjlu \ h[eZklb mijZ\e_gby dZq_kl\hf b h[_ki_q_gby dZq_kl\Z QZklv Jmdh\h^ysb_ mdZaZgby ih \u[hjm b bkihevah\Zgbx [2] BKH :^fbgbkljZlb\gh_ mijZ\e_gb_ dZq_kl\hf b we_f_glu kbkl_fudZq_kl\ZQZklvJmdh\h^ysb_mdZaZgby [3] BKH :^fbgbkljZlb\gh_ mijZ\e_gb_ dZq_kl\hf b we_f_glu kbkl_fudZq_kl\ZQZklvJmdh\h^ysb_mdZaZgbyihmemqr_gbxdZq_kl\Z [4] FWDJmdh\h^kl\hh[s_cgZ^_`ghklvxQZklvJmdh\h^kl\hih ijbf_g_gbxJZa^_eHp_gdZklhbfhklb`bag_ggh]hpbdeZ 16
