中 華 大 學 碩 士 論 文

中 華 大 學 碩 士 論 文

大學推動 ISO 以提升教育服務品質之探討─以

國內某私立大學總務處為例

The Exploration of Implementing the ISO to Promote the Quality of Tertiary Education

Services: a Case Study from a Private University's General Affairs Office

系 所 別 ： 科 技 管 理 學 系 碩 士 班 學 號 姓 名 ： M 0 9 9 0 3 0 0 9 吳 明 佳 指 導 教 授 ： 林 錦 煌 博 士

中華民國 100 年 7 月

ᄔा

Ѡ᡼ଯ฻௲ػҞ߻य़ᖏϿηζϯϷ୯ѦεᏢ઱઱ٰѠܕғޑፂᔐǴ٬ளεᏢр౜

ႶӭๆϿޑ౜ຝǶࣁΑှ،҂ٰВ੻֚ึޑܕғୢᚒǴεᏢଣਠନΑΚ؃೯ၸ௲ػ೽

ڋۓޑ࣬ᜢຑ᠘ѦǴ׳ᑈཱུගϲҁي୍ܺࠔ፦٠ᆶ୯ሞௗॉǴය؃儁ډ୯ሞНѳǶځ

୍ܺࠔ፦ޑा؃ςᗌӛ୯ሞϯǴа؃ගϲᏢਠޑ׎ຝᆶޕӜࡋǶԶ୍ܺࠔ፦ޑගϲǴ ೯ၸ ISO ޑ୯ሞࠔ፦ᡍ᛾ࢂന٫ᆅၰǶҞ߻୯ϣ௢୏ ISO ᡍ᛾ୃख़ӧᇙ೷཰Ϸ୍ܺ

཰Ǵӧ௲ػ୍ܺ཰ឦཱུϿኧǶଯ฻௲ػ௢୏ ISO ᡍ᛾ࢂ҂ٰޑᖿ༈Ǵځ௢Չޑၸำǵ

࣬ᜢ௛ࡼޑჴࡼϷբ཰ࢬำޑׯ๓ࢂॶள௖زޑǶҁࣴز௦ঁਢࣴزϐБԄǴа୯ϣ

ࢌدҥεᏢᕴ୍ೀჴሞ௢୏ ISO ࠔ፦ᡍ᛾ࣁٯǴᙖҗჴٯޑ௢୏Ϸ຾Չᡍ᛾ၸำύᇶ Ꮴ؁ᡯϐჴࡼǵЎҹ኱ྗϯϐा؃Ϸϣ೽ዽਡाનޑ࣬ᜢϩ݋ᆶ௖૸Ǵ٠຾΋؁ගр

่ፕᆶࡌ᝼Ǵයૈගٮ҂ٰεᏢట௢୏ ISO ᇡ᛾аගϲ௲ػ୍ܺࠔ፦ϐॷ᜔Ƕ ᜢᗖӷǺଯ฻௲ػǵ୯ሞ኱ྗಔᙃǵ௲ػ୍ܺࠔ፦

ABSTRACT

The tertiary education in Taiwan is currently facing declining birthrate and also overseas universities come to Taiwan to recruit some students. Such situations lead to the fact that many universities do not have sufficient number of students to sustain. In order to solve the problem of the tough recruitment of students in the future, universities and colleges, in addition to passing the relevant assessment conducted by the Ministry of Education, should actively enhance their service quality to meet international standards, hoping to achieve the international level. The service quality of tertiary education has been moved towards internationalization, thus enhancing the school's reputation and visibility.

Improving the quality of service, through the ISO international quality authentication, is the best way. At present, the ISO authentication is frequently found in the manufacturing and service industries, but in education services is rare. The tertiary education implementing the ISO authentication is clearly a future trend, and its implementation processes and the administration of relevant measures for improvement are worthy of exploration. This paper presents a case study on a private university's general affairs office of promoting the ISO quality authentication. This paper shares and discusses sharing the implementation processes of counseling steps, the implementation of the standardization of documents and internal audit requirements of the relevant elements for ISO authentication.

By sharing these, it is hoped that some recommendations can be made to provide other universities to implement the ISO authentication to promote the quality of education

services.

Keywords: the tertiary education, ISO, education service quality

ᇞᖴᜏ

೭΋څޑډٰǴךයࣰςΦǴԜਔޑЈ௃੿ࢂԭགҬ໣Ǵག୏ᆶ഻৹όᘐ෢΢Ј ᓐǴ׳Ԗ๱คज़ޑགᐟǶซ૶ளٿԃ߻ǴӧᏢۂӵދޑႴᓰΠǴ፯ΕΑࣽᆅޑᅺγሦ ୱǴ໒ܗΑཥຎഁǵཥޕ᛽ǴӚБय़ᕇ੻ঘభǶԶϞਔӀ૞बǴٿԃޑᅺγװ᠐ςډ Α׀ᖂǴ੿ࢂзΓᜤа࿼ߞǴךޑᅺγፕЎֹԋΑǴډाቪᇞᖴᜏΑǴᅈᚶགৱޑ྽

ΠǴࠅόޕ၀ӵՖΠ฽Ǵᕴ᝺ளЎᜏ՟Яᜤаֹӄ߄ၲϣЈޑགᖴϐཀǶ

ԜጇፕЎૈ໩ճӦֹԋǴനाགᖴޑࢂৱৣ݅ᒸྦྷ௲௤ޑҔЈࡰᏤǴό໻๏ϒፕ ЎቪբБӛޑЇᏤǴΨ๏ϒፕЎޑࡰ҅Ƕӧᆶځӭԛޑ૸ፕύǴගٮΑόϿޑᝊ຦ཀ ـǴаঅံፕЎޑόىǶӕਔǴΨाགᖴ ISO ஑ৎࡼ᝼૽റγϷػၲ୘཰ࣽמεᏢޑ ቅڂᝄୋ௲௤ǴૈኘϧᏼҺα၂ہ঩ǴࡰрፕЎޑલѨǴΨගٮΑঅׯБӛǴᡣፕЎ

ૈ׳ᝄᙣև౜Ƕௗ๱ाགᖴѠ᡼ࣽמεᏢጰϞύᖱ০௲௤ӧमЎБय़Ϸၗ਑ᇆ໣΢ޑ

࣬ᜢڐշǴᡣቪբ׳໩ᄣǶ

ӕื௃ፉ׳ࢂόё۹ౣǴགᖴᅸᗪǵቶঢ়ǵԳዅǵᑣሺǵల޹ǵలྼکדந፣Ұ ហޑਔ࣬૸ፕǵϕ࣬ઉ᝝ǴᡣፐำϷԜࢤ؃ᏢϐၡቚబΑόϿ኷፪Ƕӕ٣ޑуݨѺ਻Ǵ

ࢂךᏟΚӛ߻ޑ୏ΚǴགᖴߪᇬǵᆢ৅ǵች൛ǵШ։ǵᐪզǵᅸᗪǵ٫ሾǵذᗶǵە

۩ԴৣॺǴԖΑգॺޑᜢЈϷႴᓰǴᡣךӧπբϷ᠐ਜύǴᕴૈᆢ࡭ѳᑽᗺǶགᖴҞ

߻ך܌Һ௲ޑᏤৣ੤(εҘ୯ύ 221 ੤)ӄ੤ӕᏢǴᖴᖴգॺޑ١ѯᔉ٣Ǵ߄౜ؼӳǴ ᡣךૈคࡕ៝ϐኁޑֹԋᅺγፕЎǶ

ᒃ௃ࢂനྕཪޑǴਔਔڅڅՔӧيᜐǴགᖴךനངޑৎΓॺǴᕴӧךੲಕคΚਔǴ

๏ϒך߿਻ӆᏟᏯǶനࡕाགᖴޑࢂമधфଯޑѦη჏تǴᖴᖴգޑ࣬ޕ࣬ெǴх৒

ךፕЎቪբၸำޑᕴᕴᚯ๠਻ǴΨࣁך΋΋ϯှόϿޑᜤᚒǴգޑഉՔࢂךനεޑ۩

ᅽǶ

ϣЈዋ෴ޑགᖴϐ௃ǴЎӷᜤаֹӄ߄ॊǴՠϝाӧԜǴᖴᖴεৎǼ

Ҟ ᒵ

ᄔा ... i

ABSTRACT ... ii

ᇞᖴᜏ ... iii

Ҟ ᒵ ... iv

߄Ҟᒵ ... vi

კҞᒵ ... vii

ಃ΋ക ᆣፕ ... 1

ಃ΋࿯ ࣴزङඳϷ୏ᐒ ... 2

ಃΒ࿯ ࣴزҞޑ ... 3

ಃΒക Ў᝘௖૸ ... 4

ಃ΋࿯ ଯ฻௲ػࠔ፦ᆶ୍ܺࠔ፦ ... 4

ಃΒ࿯ ଯ฻௲ػଣਠϐว৖౜ݩ ... 7

ಃΟ࿯ ISO9001 ᆶ௲ػ୍ܺࠔ፦ ... 8

ಃѤ࿯ ISO9001 ࠔ፦ᡍ᛾س಍ ... 9

ಃϖ࿯ ௢୏ ISO ԋ௳ϐӢન ... 15

ಃΟക ࣴزБݤᆶࢬำ ... 17

ಃ΋࿯ ঁਢࣴزݤ ... 17

ಃΒ࿯ ࣴزޑჹຝϷጄൎ ... 18

ಃΟ࿯ ࣴزࢬำ ... 18

ಃѤക ࣴزჴࡼ ... 20

ಃ΋࿯ ঁਢᕴ୍ೀϐᙁϟ ... 20

ಃΒ࿯ ௢୏ᡍ᛾ϐኳԄᆶ؁ᡯ ... 26

ಃΟ࿯ ঁਢϐЎҹ኱ྗϯ ... 28

ಃѤ࿯ ϣ೽ዽਡ ... 34

ಃϖക ࣴز่݀ᆶว౜ ... 40

ಃ΋࿯ ISO చЎᆒઓܭ௲ػՉࡹޑ፾Ҕ܄ ... 40

ಃΒ࿯ ISO9001 ኱ྗచЎᆶᕴ୍ೀޑ࣬ᜢ܄ ... 43

ಃΟ࿯ ঁਢჹຝচԖೕകڋࡋޑόى܄ ... 46

ಃѤ࿯ ᕴ୍ೀཥቚϷঅुࡕޑֹ᏾ೕകᒤݤϷ߄ൂ ... 49

ಃϤക ่ፕᆶࡌ᝼ ... 53

ಃ΋࿯ ่ፕ ... 53

ಃΒ࿯ ҁࣴزޑଅ᝘ ... 54

ಃΟ࿯ ࣴزज़ڋ ... 56

ಃѤ࿯ ࡌ᝼ ... 56

ୖԵЎ᝘ ... 58

ߕᒵ A ... 61

ߕᒵ B ... 74

߄Ҟᒵ

߄ 1 ௢Չ ISO ԋфᆶѨ௳ϐӢન ... 15

߄ 2 ௢୏ᡍ᛾ϐ؁ᡯ ... 28

߄ 3 ISO9001:2008 చЎᙯඤ௲ػՉࡹҔᇟჹྣ߄ ... 40

߄ 4 ISO9001:2008 ኱ྗచЎᆶᕴ୍ೀϐ࣬ᜢ܄ ... 43

߄ 5 ISO 9001 చЎǵЎҹᆶ៾ೢჹྣ ... 45

߄ 6 ᕴ୍ೀϷӚ೽ߐচԖޑ࣬ᜢೕകᒤݤϷ߄ൂ ... 46

߄ 7 Ӣᔈ ISO ᡍ᛾ᕴ୍ೀঅुǵཥቚϷቲЗᒤݤ΋ំ߄ ... 49

߄ 8 ᕴ୍ೀֹ᏾ޑೕകᒤݤϷ߄ൂ ... 50

კҞᒵ

კ 1 аၸำࣁ୷ᘵޑࠔ፦ᆅ౛س಍ኳԄ ... 13

კ 2 ࣴزࢬำ ... 19

კ 3 ᕴ୍ೀಔᙃᄬࢎკ ... 20

კ 4 ௢୏ᡍ᛾ϐኳԄ ... 27

კ 5 Ўҹࢎᄬ ... 29

კ 6 ΋ǵΒǵΟ໘Ўҹጓဦ ... 33

კ 7 Ѥ໘Ўҹጓဦ ... 34

კ 8 ᡍ᛾/ዽਡࠠᄊ ... 35

კ 9 ϣ೽ዽਡࢬำკ ... 36

ಃ΋ക ᆣፕ

җܭѠ᡼Γαрғ౗ޑ೴ԃΠफ़ǴϿηζϯޑਔжٰᖏǴ٬ளଯ฻௲ػѱ൑р౜

Αٮၸܭ؃ޑ౜ຝǶӆу΢Ѡ᡼҅ԄуΕ୯ሞຩܰಔᙃ(World Trade Organization, WTO)ǴӚ୯ޕӜޑεᏢଣਠΨ࣬ᝩٰѠ೛ਠܕғǴӢԜѠ᡼εᏢଣਠӧܕғ΢य़ᖏ

׳εޑᝡݾᓸΚǶԖ᠘ܭԜǴ୯ϣӚεᏢӵՖගϲԾךޑᝡݾᓬ༈کӵՖගϲ௲ػޑ

୍ܺࠔ፦Ǵࢂ҂ٰᏢਠว৖Ϸᆅ౛ޑख़ᗺਡЈǶଓ؃εᏢޑڑຫᆶӭϡǴࢂҞ߻୯ሞ ଯ฻௲ػӅӕޑڥᖂǶӧѱ൑ᝡݾᐟਗ਼ΠǴӵՖගϲҁيϐᝡݾᓬ༈ޑచҹǹӵՖம ϯ༟೷ҁيޑ੝ՅϷߦ຾௲ػࠔ፦ޑගϲǴаගଯᝡݾᓬ༈֎ЇᏢғ߻ٰ൩᠐Ǵࢂ྽

߻ख़ाޑፐᚒǶ

Ҟ߻୯ϣςԖ೚ӭᇙ೷཰Ϸ୍ܺ཰ᙖҗ೯ၸ ISO9000 سӈޑᇡ᛾Ǵٰගଯ៝࠼ޑ ߞᒘᆶЍ࡭ϷගϲᐒᄬޑޕӜࡋǶISO9000 سӈޑᆒઓǴӧܭа៝࠼ࣁᏤӛǴࡘԵౢ

ࠔ܈୍ܺࠔ፦ǴᔈӵՖࡌҥ፾྽ޑࢬำᆅڋаᅈى៝࠼ϐा؃Ǵ٠Ъ೸ၸڀᡏޑϐЎ ҹٰೕጄբ཰ำׇǴ٬ځၲډ኱ྗϯϷڋࡋϯǶ

ӢԜǴ୯ϣޑଯ฻௲ػଣਠӧय़ᖏܕғόܰޑ௃׎ΠǴѸ໪௦ڗ׳ᑈཱུޑբࣁǶ ନΑׯ๓ҁيϣ೽ϷѦ೽ޑ೬ฯᡏ೛ഢѦǴ׳ाׯ๓Ϸගϲ୍ܺࠔ፦ǶᙖҗֹഢᏢਠ ޑ୍ܺࠔ፦س಍аගଯᏢғޑᅈཀࡋϷα࿞Ǵ٠ЪቚуᏢਠޑޕӜࡋϷ୯ሞНྗǴග ଯᏢਠޑ׎ຝǴӕਔΨ֎Ї୯ϣѦᓬذޑᏢη߻ٰ൩᠐ǶԶ೯ၸ ISO9001 ࠔ፦ᆅ౛س

಍ޑᡍ᛾ࢂؼӳޑᆅၰϐ΋Ƕ

ISO9001:2008(аΠᙁᆀ ISO9001)ࠔ፦ᆅ౛س಍ࢂ୯ሞ኱ྗനཥހǴૈԖշܭׯ ๓ᏢਠՉࡹޑࠔ፦ᆅ౛س಍ǶᏢਠय़ჹ୯ሞϯޑᝡݾᓸΚǴऩૈࡌᄬ಄ӝ୯ሞ኱ྗޑ ࠔ፦ᆅ౛س಍Ǵ٠ЪပჴၮբǴ೯ၸᡍ᛾Ǵڗளᡍ᛾ਜǴаϷࡕុૈ࡭ុԖਏ܄ޑׯ ๓Ǵ೭ஒ཮ࢂᏢਠѸഢޑᝡݾΚගϲाનǶ

ҁࣴز௦ঁਢࣴزБԄǴа୯ϣࢌدҥεᏢޑᕴ୍ೀࣁٯǴᙖҗԜঁਢჴሞ௢୏

ISO9001ޑࠔ፦ᡍ᛾س಍٠ڗளᡍ᛾Ǵ຾Չ࣬ᜢ؁ᡯࢬำǵЎҹ኱ྗϯǵϣ೽ዽਡޑ

௖زǴ٠வύஒᇆ໣ޑၗ਑຾΋؁᏾౛ᘜય٠ϩ݋Ǵ௖૸ᕴ୍ೀӧӢᔈ ISO9001 ࠔ፦

ᡍ᛾܌၀ڀԖޑ࣬ᜢྗഢǴх֖ځᙑԖޑೕകᒤݤϷ಄ӝ ISO9001 ኱ྗచЎޑೕകᒤ ݤঅۓБӛ٠Ъ᏾౛р౜ԖֹഢޑೕകᒤݤǶӆЪ ISO9001 ኱ྗచЎЬाࢂଞჹᇙ೷

཰Ϸ୍ܺ཰܌բޑᇥܴǴҔܭ௲ػ୍ܺԖਔᇥܴၨόܰమཱǴӢԜԖᜢځచЎऩҔܭ

௲ػՉࡹ၀ӵՖှញᇥܴၨࣁ፾ϪǴҁࣴزҭբ࣬ᜢޑ᏾౛Ǵஒёբࣁ҂ٰεᏢᕴ୍

ೀऩा௢୏ ISO9001 ࠔ፦ᡍ᛾ޑॷ᜔ϐ΋Ƕ

ಃ΋࿯ ࣴزङඳϷ୏ᐒ

21 Шइࢂӄౚޕ᛽ᝡݾᐟਗ਼ޑਔжǴᒿ๱ޗ཮่ᄬޑׯᡂǴрғ౗࡚ೲΠफ़Ǵ ϿηζϯޑୢᚒВᖿᝄख़Ǵу΢ך୯уΕ WTOǴ҂ٰޑεᏢଣਠஒय़ᖏܕғόىޑ

௃׎ǶԖ᠘ܭԜǴεᏢଣਠ׳ाᑈཱུуமԾךගϲૈΚǴаӢᔈ҂ٰଯ฻௲ػѱ൑ޑ மεᝡݾΚǶ

21 Шइޑ٥ࢪ៳ฅςԋࣁӄౚ࿶ᔮࢲ୏നࣁࢲ៌ޑӦ୔ϐ΋ǴΨӢࣁ࿶ᔮΚޑ ගϲǴ٬ளӚ୯ࡹ۬׳уᑈཱུӦ׫ၗӚ໨ଯ฻௲ػ೬ฯᡏ೛ഢǴזೲӦᘉкଯ฻௲ػ ᐒᄬኧໆǴନΑቚу୯ϣᏢғӭϡϯΕᏢᆅၰѦǴΨӛኻऍεᏢ΋ኬǴոΚ֎Ї׳ӭ ޑ୯ሞᏢғᆶԴৣǴаஒଯ฻௲ػᙯࠠࣁќ΋ଯౢॶޑрαౢ཰(ߠ҉ฐǴ2008)Ƕ

Ꮲғӧᒧ᏷ଯ฻ଣਠਔԵቾډٗ٤ख़ाచҹǴ೭ࢂҞ߻ӚεᏢଣਠගϲԾךᝡݾ ΚޑЬा໨ҞǴӧϞВᡉள׳ࣁޑख़ाǶ߈ԃٰ௲ػ೽εೕኳޑ௢୏ଯ฻௲ػࠔ፦ຑ ᠘ǴӚεᏢࣁΑ೯ၸຑ᠘ڋࡋǴ೿ᑈཱུ຾ՉӚ໨ࠔ፦ׯ๓πբǴவ੃ཱུ೏୏ޑௗڙຑ ᠘Ǵа೯ၸᇡё኱ྗǴᙯࣁᑈཱུЬ୏ޑԾךຑਡᆶ࡭ុׯ຾Ǵ٠ЪۓයଓᙫԵਡǴග ϲ׳ଯቫԛޑࠔ፦኱ྗᆶा؃ǶԶଯ฻௲ػᙖҗ೸ၸ௢୏ ISO9001 ୍ܺࠔ፦ᡍ᛾Ǵҭ

ࢂගଯᝡݾΚϷࠔ፦ߥ᛾٠Ъமϯҁي׎ຝޑؼӳᆅၰǶISO9001 ࠔ፦ᆅ౛س಍ࣁ΋

Ծว܄ޑᆅ౛πڀǴૈׯ๓୍ܺόؼޑ׎ຝǴ٠Ъගϲ୍ܺࠔ፦ᆶಔᙃޑᕮਏǴଯ฻

௲ػёᙖԜٰගϲ᏾ᡏޑ୍ܺࠔ፦Ƕҁࣴزୖଜ୯ϣࢌدҥεᏢՉࡹᡏسӄय़௢୏೯ ၸ ISO9001 ࠔ፦ᆅ౛س಍ޑᡍ᛾Ǵа၀εᏢޑᕴ୍ೀࣁٯǴ຾Չᡍ᛾ၸำޑ࣬ᜢၗ਑

ᇆ໣᏾౛٠уаϩ݋௖૸ǴᏇఈૈࣁВࡕଯ฻௲ػଣਠట௢୏ ISO9001 ࠔ፦ᆅ౛س಍

ᡍ᛾ϐॷ᜔Ƕ

җܭा೯ၸ ISO9001 ࠔ፦ᆅ౛س಍ޑᡍ᛾ǴځύሡԖ΋ࢤਔ໔ޑྗഢၸำǴҁЎ

ࢂ௦ঁਢࣴزޑБԄǴа୯ϣࢌدҥεᏢᕴ୍ೀ೯ၸᡍ᛾ၸำύǴᕴ୍ೀ܌य़ᖏޑ࣬

ᜢ܄ୢᚒϷׯ຾௛ࡼޑჴࡼǴҁࣴزஒ௖૸ϩ݋ᕴ୍ೀ௢୏ ISO9001 ޑ؁ᡯǵׯ๓ࢬ ำޑჴࡼϷЎҹޑঅुཥቚǴᔈёբࣁВࡕଯ฻௲ػՉࡹᡏس௢୏ ISO9001 ᡍ᛾ϐୖ

ԵǶ

ಃΒ࿯ ࣴزҞޑ

җܭा೯ၸ ISO9001 ࠔ፦ᆅ౛س಍ޑᡍ᛾ǴځύሡԖ΋ࢤਔ໔ޑྗഢၸำǴҁЎ

ࢂ௦ঁਢࣴزޑБԄǴа୯ϣࢌدҥεᏢՉࡹᡏسӄय़೯ၸ ISO9001 ࠔ፦ᆅ౛س಍ޑ ᡍ᛾ჴٯǴଞჹ၀εᏢޑᕴ୍ೀӧ೯ၸᡍ᛾ၸำύ܌य़ᖏޑ࣬ᜢ܄ୢᚒϷׯ຾௛ࡼ຾

Չϩ݋௖૸Ƕаᕴ୍ೀࣁЬाࣴزޑჹຝǴుΕ௖ز࣬ᜢׯ๓բݤа؃ၲډ ISO9001 ࠔ፦ᆅ౛س಍ޑ࣬ᜢ኱ྗϐೕۓǶ

ਥᏵ΢ॊޑࣴز୏ᐒǴҁࣴزట௖૸аΠϐୢᚒǺ

1.ᕴ୍ೀ௢୏ ISO ၸำϐ؁ᡯǵЎҹ኱ྗϯำׇǵϣ೽ዽਡբ཰Ƕ 2.ISOచЎҔܭ௲ػՉࡹޑᙯඤ௶ॊǶ

3.ঁਢჹຝ౜Ԗೕകᒤݤޑόى܄Ƕ 4.ঁਢჹຝೕകᒤݤޑঅुБӛǶ

5.ཥቚϷঅुࡕᕴ୍ೀֹ᏾ޑೕകᒤݤϷ߄ൂǶ

ಃΒക Ў᝘௖૸

ಃ΋࿯ ଯ฻௲ػࠔ፦ᆶ୍ܺࠔ፦

΋ǵଯ฻௲ػࠔ፦

ך୯а໒ബΒΜ΋Шइ௲ػཥइϡࣁЬືޑ௲ػׯॠБਢǴӧՉࡹଣ௲ػׯॠቩ

᝼ہ঩཮ගрᕴᒌ᝼ൔ֋ਜϐࡕǴςεठᏉᆫׯॠޑӅ᛽Ƕ၀ൔ֋ਜඟҢך୯௲ػׯ ॠϖεБӛǴځύаගϲ௲ػࠔ፦ӈࣁ୯ৎ҂ٰޑոΚޑख़ाБӛϐ΋(௲ػ೽௲ػ ԃ᠘ጓᝪہ঩཮Ǵ1996)Ƕࠔ፦ࢂፄᚇЪӭቫय़ޑཷۺǴӢԶόܰ๏ϒܴዴࣚۓǶଯ

฻௲ػࠔ፦ੋϷډ௲ᏢᕉნǴΨᆶࣴزӚεᏢᆅ౛࣬ᜢǴԖΠॊޑᢀᗺ(ЦӵণǴ 2005)Ǻ

1.ࠔ፦ࢂԖᜢܭ੝ۓޑНྗǴёа౛ှޑࢂǺ΋܌εᏢ೏ᇡёکځёаႧ௤ᏢՏǴԜ ᡉҢԜᐒᄬςၲډന୷ҁޑࠔ፦НྗǶ

2.ࠔ፦ёቚ຾ਏ౗کՉࡹΚޑߦ຾ǴӢԶቚ຾ΑܴዴࡋǶ߈ٰεᏢޑႣᆉᆙᕭǴ٬ள Ѹ໪ݙཀډӵՖׯ຾࿶ᔮǵΓΚǵמೌکಔᙃӚቫय़΢܌ԖӚ໨ၗྍޑ٬ҔǴࠔ፦

ཷۺӢԶܗ৖ډᆅ౛کՉࡹሦୱǶ

3.ࠔ፦ёҔҞޑ܈Ҟ኱ٰ๏аࣚۓǴ؂΋܌εᏢᔈ၀ԖૈΚٰࣚۓҁيޑ฼ౣǴࡺࠔ

፦ࢂໆෳεᏢၲԋԾي܌೛ۓϐҞ኱ޑૈΚǶ

4.ࠔ፦ᐟᓰεᏢ؃ᡂޑૈΚǴၨଯቫԛޑࠔ፦ཀࡰǺεᏢჹޗ཮ा؃ޑ፾ᔈΚǴаϷ ཥࣽמޑЇ຾ǵΓΚၗྍޑᆅ౛کჹཥޑಔᙃᐒᄬࠠᄊޑр౜ૈԖၨ٫ޑᆅ౛ૈ

ΚǶ

5.ଓ؃ȨڑຫȩکȨ੝Յȩࢂ࣬ϕᜢᖄޑǶεᏢޑࠔ፦Ԗਔࢂҗ௲௤ǵᏢғϷځҁي ᖂఈٰ،ۓǴΨ൩ࢂᏢғ౥཰ࡕޑ൩཰ᐒ཮ǵϲᎂޑёૈ܄܈ࢂޔௗޑޗ཮܈Ꮲೌ

܍ᇡǴཇٰཇᆶᏢғᒧ᏷൩᠐ޑঁձᐒᄬಔᙃޑࠔ፦ஏϪ࣬ᜢǶ

6.คፕࢂεᏢϣǵѦ೽ޑຑ᠘௛ࡼǴ΋ѿ௦ҔࡌҥǴё٬όӕޑճ্ᜢ߯ΓǴхࡴک εᏢ௲ػ࣬ᜢޑኘීൂՏǵϦҥ೽ߐǵدҥ೽ߐǵᏢғϷځৎ৥Ǵૈޕ᐀ଯ฻௲ػ

ࠔ፦ޑගϲ௃ݩǶ

7.εᏢࠔ፦ࢂҁي٬Ҕޣ܈ځ୍ܺჹຝ(хࡴᏢғǵᏢೌǵമΚѱ൑ک΋૓ޗ཮)ޑा

؃ϐᅈཀ௃׎ޑϸࢀǶ

ଯ฻௲ػࠔ፦ό໻఼ᇂεᏢޑ௲Ꮲᆶࣴزቫय़Ǵҭх֖εᏢޑՉࡹᆶᆅ౛ࢲ୏Ƕ

܌аଯ฻௲ػࠔ፦ޑᔠຎёޔௗଞჹ௲Ꮲᆶࣴزࢲ୏ǴΨёаᔠࢗᐒᄬࢂցԖ௲Ꮲᆶ

ࣴزࢲ୏ࠔ፦ޑՉࡹᆶᆅ౛ำׇǶ

ߠ҉ฐ(2008)ࡰрǴ2007 ԃȨ٥ϼࠔ፦ᆛ๎ȩ཮঩ಔᙃϩ݋٥ࢪӚ୯ࠔ፦ߥ᛾ࡰ

኱ว৖ኳԄǴ٠ᘜᜪрٿεᜪǺ

1.аҞޑࣁᏤӛ(conformance to purpose)Ǵࠔ፦ߥ᛾Ьाࢂࡰຑ᠘΋܌εᏢ܈س܌ӵՖ

ၲډԾך೛ुޑၸำǶ

2.а኱ྗࣁᏤӛ(conformance to standards)Ǵࢂа΋ᅿೢҺᕮਏБԄǴѐΑှ೏ຑ᠘ൂ

ՏࢂցԖၲډѦ೽ຑ᠘ᐒᄬ܌Ⴃ೛ޑ኱ྗǶ

ߠ҉ฐ(2008)ࡰрǴ2008 ԃ 3 ДȨ٥ϼࠔ፦ᆛ๎ȩ҅ԄϦѲȨίယচ߾ȩǴࡰр εᏢዴߥԾךࠔ፦ϐЬाচ߾Ǻ

1.ࠔ፦ߥ᛾ЎϯޑࡌҥǶ

2.໪ᆶεᏢᐱ੝ᒤᏢҞ኱ᆶ٬ڮ࣬ᖄ่Ƕ 3.ϣ೽ࠔ፦ᆅ౛س಍ǵࡹ฼Ϸ؁ᡯޑࡌҥǶ 4.ۓයᔠຎǵᅱ࿎س܌Ƕ

5.ว৖࡭ុׯ๓ᐒڋǶ 6.௲ᙍ঩ࠔ፦ޑߥ࡭Ƕ

7.ᐒᄬᆶس܌࣬ᜢၗૻޑϦ໒Ƕ

Ԗᜢࠔ፦ߥ᛾ϣ৒ϷၸำϐЬाচ߾ԖǺ

1.ࠔ፦ߥ᛾ࢲ୏ޑ຾Չ໪ࡌҥӧۓයᆶൻᕉޑ୷ᘵϐ΢Ƕ 2.܌Ԗ࣬ᜢԋ঩໪Ӆӕୖᆶຑໆ኱ྗᆶࡰ኱ޑว৖Ƕ 3.ຑ᠘ہ঩ճ੻଑ᗉচ߾ࡌҥǶ

4.ຑໆϣ৒Ьाх֖ 4 ε೽ϩǺ (1)ᐒᄬԾךຑ᠘Ƕ

(2)а஑ৎຑໆᆶೖຎࣁЬޑѦ೽ຑ᠘Ƕ (3)ຑ᠘ൔ֋ޑϦѲǴՠ໪х่֖݀ᆶࡌ᝼Ƕ (4)ਥᏵຑ᠘஑཰ࡌ᝼຾Չଓᙫຑ᠘Ƕ

5.ҙນᐒڋޑࡌҥǶ

௲ػҁيڀԖځೕࡓ܄ǵ᛬ೌ܄کᡫࢲ܄Ǵय़ჹޑεᏢғΞڀԖӭኬ܄ǴӢԶӧ

௲ػ௲Ꮲ୍ܺၸำύόё௦ҔᆒዴޑǵڰۓޑኳԄǶ௲ػࠔ፦ᆅ౛س಍Ψा଺ډᆅ౛

ԖࡋǴा؃ϼғฯԝ݈ޑ௲చǴ཮Ѻᔐ௲ৣޑπբᑈཱུ܄ǹϼᡫࢲǵֻᢀΞόૈԖਏ

ೕጄ௲ػ௲Ꮲࢲ୏Ǵόૈ੿҅วචࠔ፦ᆅ౛س಍ޑբҔ(৊ܴᗪǴ2009)Ƕ

Βǵ୍ܺࠔ፦

ଞჹჴࡼӄय़ࠔ፦ᆅ౛ޑεᏢᏢғ຾Չ୍ܺࠔ፦ໆ߄ܜኬፓࢗǴ่݀ว౜ׯ຾ܺ

୍ࠔ፦ࡕǴᏢғჹᏢਠޑᅈཀࡋගଯǴёаளޕ୍ܺࠔ፦ׯ๓ࡕૈගଯᏢғޑᅈཀࡋ (Galloway & Wearn, 1998)Ƕ

όӕჴᡏౢࠔǴҗܭ୍ܺҁيڀԖค׎܄(intangibility)ǵ౦፦܄(heterogeneity)ǵ όёϩപ܄(inseparability)ᆶόёᓯӸ܄ޑ੝፦(Parasuraman, Zeith, & Berry, 1985)Ƕ܌

а୍ܺࠔ፦ࢂᜤаਆᄗЪܜຝޑǴаठܭόܰۓကϷᑽໆ(Cronin & Taylor, 1992)ǶȨܺ

୍ࠔ፦ȩࢂ΋ঁܜຝޑཷۺǴதӢЬᢀཀ᛽کࡘԵᢀۺޑৡ౦ԶԖόӕǶParasuraman, et al.(1985)ᇡࣁ୍ܺࠔ፦ࢂ៝࠼Кၨځჹ୍ܺ٣߻ޑයఈᆶ٣ࡕჴሞགڙډ୍ܺНྗ

ޑৡ౦่݀Ǵऩ٣ࡕޑ୍ܺຑሽεܭ฻ܭ٣߻ޑයఈ߾ࣁଯࠔ፦ǹϸϐǴ߾ࣁեࠔ፦Ƕ ഋܴٖ(1995)ࡰр୍ܺࠔ፦ᔈх֖ᡏຠޑЈཀǵ๓ှΓཀޑ߄౜ǵှ،ୢᚒޑ၈ཀǵ ҔЈ໼᠋ޑᄊࡋаϷॄೢҺޑᄊࡋǶ୍ܺࠔ፦ࢂ୍ܺޑගٮޣᅈى៝࠼ჹ୍ܺයఈૈ

Κ( Zeithaml, Parasuraman, & Berry, 1990)Ƕ୍ܺࠔ፦ࢂ΋ᅿ៝࠼ჹ୍ܺ੃຤ၸࡕǴࢂ

ցԖӆԛᖼວ୍ܺޑ᏾ᡏᄊࡋԶق(Bitner, 1992)Ƕ୍ܺࠔ፦ࢂ៝࠼٦ڙ੃຤ၸำύ܌

ளޑ΋ᅿ࿶ᡍ(Lovelock, 1996)Ƕ୍ܺࠔ፦ࣁ៝࠼Ьᢀղᘐ΋ౢࠔ܈୍ܺޑ᏾ᡏᓬؼണ

рำࡋ(શ஖໢Ǵ2000)Ƕ୍ܺࠔ፦ڀԖค׎܄ǵ౦፦܄ǵӕਔ܄ᆶܰೳ܄฻੝፦Ǵ٬

୍ܺࠔ፦όܰ೏ܴዴޑࣚۓᑽໆǴу΢ӧ୍ܺޑၸำύԖ៝࠼(੃຤ޣ)ϟΕǴѸ໪а

៝࠼ϐᢀᗺٰࣚۓᆶᑽໆځ୍ܺࠔ፦Ǵࡺ୍ܺࠔ፦ޑۓကѸ໪а٬Ҕޣޑᢀᗺٰуа ۓက(ԢကѳǴ2000)Ƕ୍ܺࠔ፦൩ࢂᑽໆ୍ܺޑගٮǴჹ៝࠼(੃຤ޣ)යఈޑᅈىำ ࡋ(৪୲қǴ2000)Ƕ

ಃΒ࿯ ଯ฻௲ػଣਠϐว৖౜ݩ

߈ԃٰǴ௲ػޑ௢୏ǵޕ᛽࿶ᔮޑᡂᎂǴ٬ளޗ཮ε౲ჹ௲ػࣚԖ׳εޑයఈ(ഋ

ࡿᑉǴ2000)Ƕᒿ๱ਔжޑ຾؁Ǵ୯҇ޑғࢲНྗόᘐගϲǴჹܭଓ؃ޕ᛽ԖΑॐϪ ሡ؃ǴࣁΑගϲ୯҇ޑ௲ػНྗ٠ঋ៝ࣽמޑว৖ǴԶεᏢ߾ࢂ௢୏ගϲ୯ৎᝡݾΚ ޑЬा୏Κ(Ԣကѳǵ߲᨝⽥ǵԢҭ◔Ǵ2001)Ƕ

ᒿ๱୯ሞϯޑဌ؁ǴӚՉӚ཰઱઱Ї຾ਏ౗ޑᢀۺǴ٠ஒځຎࣁගϲᝡݾΚޑό ΒݤߐǶҁٰ௲ػᔈ၀ࢂ΋༧คدᆶคݾޑృβǴՠᒿ๱Ѡ᡼уΕ WTO ϷВࡕഌុ

؁΢୯ሞᆸѠޑᖿ༈ǴуமՉࡹਏ౗٠ගϲᏢਠਏૈ՟Яςԋࣁ؟Ћё዗ޑፐᚒϐ΋

(ಷᴩඁǴ2006)Ƕך୯εᏢϷ஑ࣽᏢਠନय़ᖏᏢសΓαӢрғΓα෧ϿԶܕғኧሀ෧ ϐϣኁѦǴуΕ WTO ࡕѦ୯εᏢᘉ৖࠼ྍǴҭуமჹך୯ΜΖྃᏢសΓα຾Չܕғ

࠹໺ǵ٠аԖᇻຯ௲ᏢࣁဦєǴܕᡙ൩᠐ǶԜѦǴҗܭჹ۞εഌᏱԖቶεѱ൑ǴЪӧ уΕ WTO ࡕ໒ܫѱ൑ǴӧӄౚϯКၨճ੻ԵໆΠǴόխჹ୯ϣΓω೷ԋ΋ۓ֎Їਏ

݀Ƕӕਔ୯ϣҾ཰ჹεഌ׫ၗςԖ΋ۓೕኳǴ୯ϣᏢសΓαӧᒧ᏷൩᠐ᏢਠਔǴҭԖ Եໆஒٰ൩཰ѱ൑฻Ӣન(௲ػ೽Ǵ2003)Ƕ

җܭғػ౗ߏයΠफ़Ǵ٬ך୯Γα่ᄬරϿηϯϷଯសϯזೲᙯࠠǴ҂ٰջ٬ᕴ ғػ౗ϸቸӣϲǴᕴΓαኧᙯࣁॄԋߏϐو༈ςคݤ଍ᙯǶӢԶ௲ػࡹ฼ޑБӛᔈو ӛᆒጏ௲ػǴ໘ࢤ܄ፓ᏾Ӛભ௲ػᡏسǴගٮബཥᙯࠠϷଏ൑ᇶᏤᐒڋǴ٠ёර୯ϯ ว৖Ǵ֎યߚ໺಍ғྍϷ௢୏௲ػᒡр(࿶ࡌ཮Ǵ2010)Ƕᒿ๱ޗ཮ᕉნޑ࡚ೲᡂᎂǴ Γαрғ౗р౜ϸӛޑ૰ଏǴஒٰଯ฻௲ػஒय़ᖏႶӭๆϿޑ౜ຝǶ҂ٰεᏢଣਠޑ ܕғஒ׳у֚ᜤǴӆу΢ᏢਠਠኧόᘐቚуǴՠΓαኧࠅόᘐޑ෧ϿǴӢԜ҂ٰεᏢ

ଣਠନΑय़ᖏܕғόىǴΨ཮р౜৒ໆ໕࿼ୢᚒ(ᎅᆢӂ฻Ǵ2008)ǶεᏢଣਠਠኧό ᘐޑቚуΨཀښ๱ଯ฻௲ػ۶Ԝ໔ϐᝡݾǴу΢ӕឦ܄ޑᏢਠᝡݾ൩׳ࣁᐟਗ਼ǴεᏢ ଣਠϐ࿶ᔼޣࣁΑा҉ុ࿶ᔼǴ߾ाว৖Ծρϐ੝Յᆶ಄ӝԾρޑ࿶ᔼ฼ౣǴаബ೷

ҁيϐሽ਱ᆶᓬ༈Ǵၲډ҉ុ࿶ᔼޑҞޑ(ߋη࣓Ǵ2003)Ƕ

ӄౚϯޑਔжٰᖏǴך୯ޑଯ฻௲ػΨڙډ୯ሞϯዊࢬޑቹៜǴ຾Չၠ୯ޑӝբ ᆶᝡݾǶԖ᠘ܭԜǴѠ᡼ᔈᑈཱུว৖ଯ฻௲ػࠔ፦ߥ᛾ޑᐒڋǶҗܭೕኳλޑ୯ৎӧ ว৖ଯ฻௲ػࠔ፦ߥ᛾ਔǴ۳۳ᎁၶ୯ϣ஑཰Γγόىǵࠔ፦ߥ᛾ᐒᄬ࿶ᡍόىϐ֚

ნǴλ୯ࣴಞᢀነीฝջၮҔӃ຾୯ৎڐշว৖ύ୯ৎϐБԄǴගٮλ୯ޑࠔ፦ߥ᛾

࣬ᜢΓγ߻۳ࠔ፦ߥ᛾ว৖ԋዕϐ୯ৎ຾ՉᢀነᆶᏢಞǴᘉ৖ుϯԾي஑཰ำࡋǴᔈ Ҕд୯࿶ᡍᆶڋࡋܭԾي୯ৎଯ฻௲ػࠔ፦ϐว৖ǶѠ᡼଺ࣁ୯ሞޗ཮ޑ΋঩ǴڀԖ ځдλ୯܌ؒԖޑᙦ൤ΓΚၗྍǴऩૈᒡрଯ฻௲ػࠔ፦ߥ᛾ޑ࿶ᡍԿว৖ύ୯ৎǴ ό໻ё๓ᅰ୯ሞೢҺǴΨёуமѠ᡼୯ሞૈـࡋ(ߠ҉ฐǴ2010)Ƕ

ಃΟ࿯ ISO9001 ᆶ௲ػ୍ܺࠔ፦

ISO9001ࠔߥڋࡋࢂ΋໨୯ሞ೯Ҕޑࠔ፦ߥ᛾ڋࡋǴᙖҗܴዴޑࠔ፦բ཰໨Ҟೕ

ۓǴ٬ჴࡼൂՏૈ୼٩ྣ ISO9001 ڋࡋޑ኱ྗచЎुۓϣ೽ޑࠔ፦ᆅ౛ڋࡋǶISO9001 ࠔߥڋࡋǴமፓբ཰ࢬำ࡭ុׯ๓Ǵբ཰ϣ৒ΨѸ໪ᆶਜय़ޑЎҹ࣬಄ǶԶ ISO9001 ࠔߥڋࡋޑрวᗺӧᅈى៝࠼ޑሡ؃Ǵ܌Ԗᆶ៝࠼ሡ؃Ԗᜢޑࠔ፦բ཰೿Ѹ໪ुۓ኱

ྗբ཰Ǵ٠Ъᆅڋ୺Չ (ԢቼᅽǴ2000) Ƕ

ᏢਠՉࡹΏࢂᏢਠ٩Ᏽ௲ػޑচ౛ϷԖᜢݤзೕۓǴၮҔԖਏϷ࿶ᔮޑ฼ౣǴჹ ܭᏢਠಔᙃ࣬ᜢޑΓǵ٣ǵނǵ଄฻ाનբس಍ϯޑ࿶ᔼᆅ౛Ǵᙖаߦ຾௲ػޑ຾؁Ǵ

຾ԶၲԋᏢਠ௲ػҞ኱ޑ΋ᅿᐕำ(ᎄற㽍Ǵ1999)Ƕ೚ӭচҁᔈҔܭౢ཰ࣚޑᆅ౛࿶

ᔼኳԄӧ߈൳ԃ೏ᏤΕ௲ػᡏسǴ׆ఈᙖԜගϲᏢਠޑᝡݾΚǴ೚ӭଯ฻௲ػᏢ۬׳

׆ఈᙖҗ ISO9001 ޑᆅ౛኱ྗϯᡍ᛾ၸำǴᙖԜٰׯ๓௲ػՉࡹᆶᏢਠಔᙃޑфૈǴ ගϲՉࡹޑਏ౗(ಷ૞ඁǴ2006)Ƕӧᝡݾᐟਗ਼ޑଯ฻௲ػѱ൑Ǵ೚ӭᏢ۬׆ఈᙖҗ ISO9001ޑᆅ౛኱ྗᡍ᛾ၸำǴගٮԾว܄ଓ؃ؼӳᆅ౛ޑ౛ۺǴ٠ᙖԜٰׯ๓Չࡹ

ᆶᏢਠಔᙃޑфૈǴගϲᏢਠՉࡹޑਏ౗(ఉ۸ሎǴ2000)Ƕ

ಷୗǵᙁᖃੇᆶၽႠჱ(2001)ϐࣴزࡰрǴISO9001 ࠔ፦ᆅ౛س಍ޑ౛ፕङඳྍ

Ծܭ TQM(ӄय़ࠔ፦ᆅ౛)ޑᆅ౛ণᏢᆶБݤǶдॺᇡࣁᏢਠ௢୏ ISO9001 ࠔ፦ᆅ౛

س಍٠ӧځ΢ࢎᄬ TQM ஒёளډΠӈӳೀǺ 1.༟೷Ꮲਠؼӳޑ׎ຝǶ

2.ᔼ೷঩πയҺඍזޑᕉნǶ

3.ዴᇡᏢਠӚՉࡹൂՏբ཰ޑԖਏ܄Ϸϣ೽ೕകϐ΋ठ܄Ƕ 4.ዴᇡᏢਠՉࡹ୍ܺૈΚǶ

5.ᅈى࠼Њϐा؃Ƕ

ಃѤ࿯ ISO9001 ࠔ፦ᡍ᛾س಍

΋ǵISO ᙁϟ

୯ሞ኱ྗಔᙃ(International Organization for Standardization, ISO)ബҥܭ 1946 ԃǴ ᕴ೽೛ܭྷγВϣґǴ߯җӚ୯኱ྗიᡏ܌ಔԋޑШࣚ܄ᖄ࿉ǴᕴӅԖ 163 ঁ཮঩୯

܌ಔԋǴӚ୯֡аനڀж߄܄ϐ኱ྗڋۓಔᙃࣁу࿉ж߄ǶځԋҥЬाےԑࣁߦ຾୯ ሞӝբǴว৖Ӆӕπ཰኱ྗǴ؂Дऊрހཥु܈অु኱ྗ 800 ᅿǹڋۓ኱ྗޑൂՏࣁ מೌہ঩཮(TC)ӧ ISO ౛٣཮ץ঑ԋࣁ୯ሞ኱ྗϐ߻Ǵሡ࿶ԿϿ 75%཮঩იᡏ׫౻ ೯ၸǴ٠Ъ؂ϖԃᔠ૸኱ྗ΋ԛǶISO9000 سӈ୯ሞࠔ፦኱ྗࢂҗ ISO/TC176 ࠔ፦ߥ

᛾מೌہ঩܌ڋۓǶ

ΒǵISO 9001 ཷᇥ

ISO9000سӈࠔ፦ᆅ౛س಍኱ྗǴࢂ ISO ӧ 1987 ԃڋۓޑࠔ፦ߥ᛾ڋࡋ୯ሞ኱

ྗǴᐕ࿶ 1994 ԃǵ2000 ԃǵ2008 ԃΟԛঅׯǴஒ኱ᚒׯࣁ ISO9001 ࠔ፦ᆅ౛س಍Ǵ

׳ଞჹ᏾ᡏ่ᄬᆶֽ೽מೌ଺ӄय़܄ޑঅׯǴځ኱ྗ፾Ҕܭ୍ܺϷӚᅿόӕೕኳޑಔ ᙃǴࢂҞ߻ӧ୯ሞ΢Ϧᇡനֹ᏾ޑᆅ౛኱ྗǶISO9001 ୯ሞ኱ྗനཥހ(2008 ԃހ)߯

ܭ 2008 ԃ 11 Д 15 ВϦѲ(஭৒ரǴ2010)Ƕ

ISO9001ЬाҞޑόࢂڋۓڀᡏޑ୍ܺࠔ፦ǴԶࢂ೸ၸࠔ፦ᆅ౛س಍ޑ኱ྗϯٰ

಍΋Ӛ೽ߐޑᙍೢǵπբࢬำکπբೕጄǴаගଯਏ౗ǶISO9001 ڋࡋޑࡌҥख़ᗺӧ ܭ಄ӝ܄ϷԖਏ܄Ǵा؃Υ٣բ཰೿ाԖ٩ൻ኱ྗǴ଺ޑाၟቪޑ΋ኬǴ೭ࢂ୷ҁǴ

ࢂा଺ډ಄ӝ܄ 100%Ǵՠ׳ख़ाޑࢂԖਏ܄Ǵӵ݀ࡌҥޑ኱ྗؒԖౢғҺՖਏ݀Ǵ ٠኱ྗόࡌҥҭค܌ᒏǴՠϦљୢᚒϐ܌ӧǴ΋ۓाԖᒤݤှ،Ǵှ،ޑᒤݤ൩ࢂा

׎ԋڋࡋ኱ྗԶЪዴჴᒥൻ(ഋЎ຾Ǵ2010)Ƕ ԙύѳ(1999)ࡰр ISO9001 ހޑ੝ՅԖǺ

1.ISOନஒࠔ፦ӜຒۓကှញѦǴ׳ஒ฼ౣᆅ౛س಍ǵTQM Ϸࠔ፦ᆅ౛س಍аس಍ࢎ

ᄬܴқև౜Ƕ

2. ISO 9001, 9002, 9003่ӝࣁൂ΋኱ྗ ISO9001Ƕ

3. ISO9001ᆶ ISO9004 ۶Ԝୖྣ٬ҔǴځύ ISO9004 ှញ၁ᅰǴሥ߈λࠠޑ TQM ኳ ԄǶ

4.ࡌҥаȨ៝࠼ᏤӛȩࣁЬޑᆅ౛ᡏسǶ

5.кϩமፓ PDCA(plan-do-check-act)ϐࢬำᆅ౛ኳԄǶ 6.๱ख़࡭ុׯ๓ϷႣٛӧӃϐᆒઓǶ

7.மϯӚঁس಍ǵࢬำǵբ཰ޑԖਏ܄Ƕ

ΟǵISO 9001 ኱ྗޑᄬࢎচ߾

ISO9001ޑࢎᄬচ߾(໳ਁػǴ2001)Ǻ

1.а៝࠼Ꮴӛࣁচ߾Ǻಔᙃ٩ᒘ࠼ЊԶғӸǴӢԜѸ໪Αှ౜ӧ࠼Њޑሡ؃Ϸ҂ٰޑ

࠼ЊයఈǴ٠Ѹ໪಄ӝ࠼Њޑा؃ЪठΚܭຬຫ៝࠼ޑයఈǶ

2.аᓬ༈ሦᏤࣁচ߾Ǻ࿶ᔼᆅ౛໘ቫѸ໪ૈ୼ࡌҥಔᙃӅӕ΋ठޑҞޑϷБӛǴ٠Ъ ബૈᡣ঩πֹӄ׫ΕԶၲԋಔᙃҞ኱ޑϣ೽ᕉნǶ

3.аӄ঩ୖᆶࣁচ߾ǺӚ໘ቫΓ঩ࣁಔᙃޑ୷ҁाનǴ঩πࢂϦљಔᙃനεޑၗౢǴ Ҿ཰ाғӸ᎞ޑόࢂԖ׎ޑฯᡏ೛ࡼԶࢂ঩πޑወૈวචǴҾ཰ᔈ༟೷ᕉნ٬Ӛ໘ ቫΓ঩ࣁΑಔᙃճ੻ǴૈֹӄୖᆶϷଅ᝘ځૈΚǶ

4.аࢬำᏤӛࣁচ߾ǺҾ཰ᔈаࢬำޑᢀۺٰᆅ౛ಔᙃϣ܌Ԗࢲ୏Ϸ࣬ᜢၗྍޑၮҔǴ

٬Ϧљૈ׳Ԗਏ౗ֹԋ܌టϐ่݀аၲډ“ᓬ༈ᝡݾ”Ƕ

5.аس಍ϯᆅ౛ࣁচ߾ǺϦљᔈӃ᠘ձǵᕕှکᆅڋϣ೽࣬ᜢࢬำǴ٬ځૈԋࣁ΋ঁ

س಍аౢғԖਏ܄ၮբϷଯਏ౗Չ୏Ǵаၲԋಔᙃޑࡹ฼Ҟ኱Ƕ

6.а࡭ុׯ๓ࣁচ߾ǺϦљᔈஒಔᙃ᏾ᡏᕮਏޑ࡭ុׯ๓ӈࣁϦљޑ҉ΦҞ኱Ǵ٬Ϧ љૈόᘐޑׯ๓аബ೷ᝡݾᓬ༈Ƕ

7.٩٣ჴբ،฼ࣁচ߾ǺϦљᔈаၗ਑Ϸၗૻޑϩ݋բࣁಔᙃ،฼ޑ୷ᘵǶ

8.ࡌҥٮᔈ୘ϕճޑᜢ߯ࣁচ߾Ǻಔᙃᔈᆶٮᔈ୘ࡌҥߏයϕճޑұՔᜢ߯Ǵ࣬ϕԋ ߏ٩ᒘǴаቚ຾۶ԜޑૈΚǴӅӕബ೷ሽॶǶ

ѤǵISO 9001:2008 ԃހᆶ 2000 ԃހޑৡ౦܄

ISO9001ჴࡼࡰЇᇥܴǺ2008 ԃހ኱ྗ໔ϐঅु߯යఈჹ٬ҔޣϐፂᔐཱུࣁԖज़Ǵ 2008ԃހ኱ྗ໻ϟಏᆶ 2000 ԃހ኱ྗϐዂమᇥܴаϷቚуᆶ ISO14001:2004 ϐ࣬৒

܄Ƕཥހ኱ྗ٠คཥచීा؃Ǵՠࣁ؃ᕇளٰԾཥހ኱ྗޑਏ੻Ǵ߻ހϐ٬ҔޣԖሡ

ाԵቾཥހ኱ྗޑዂమᇥܴࢂցჹ ISO9001:2000 ౜Ԗ၍ញԖ܌ፂᔐǴЀځ྽೭٤ׯ ᡂёૈჹځࠔ፦ᆅ౛س಍ዴࣁѸाਔ(஭৒ரǴ2010)Ƕ

2008ԃހޑϣ৒ᆶ 2000 ԃހৡ౦όεǴᆕᢀԜԛׯހǴϣ৒ԖаΠׯᡂ(ഋᅇෂǵ શᝬ݅Ǵ2010)Ǻ

1.ჹȨѦхၸำȩуаှញǴ٠ჹܭቹៜѦхޑᆅ௓׎ԄᆶำࡋǴගрΟ໨ቹៜӢનǹ аճಔᙃ௦Ҕ೭঺኱ྗਔǴჹ኱ྗϣ৒ޑ౛ှ׳ࣁڀᡏǶ

2.੝ձࡰрǴჹܭಔᙃӧࡌҥЎҹਔǴЎҹᆶచЎϐᜢ߯Ǵ٠ߚ΋ჹ΋ǴԶࢂ٩ᏵӚ ಔᙃϐ੝܄ᆶሡ؃Ǵ،ۓЎҹޑӭჲᆶቸ܄Ƕ

3.ܴዴा؃ᆅ౛ж߄Ѹ໪ࢂಔᙃϣᆅ౛໘ቫΓ঩Ƕ

4.ӧΓΚၗྍ೽ϩǴஒቹៜౢࠔޑȨࠔ፦ȩǴܴዴᘉεࣁȨ಄ӝ܄ȩǴ٠ჹځуаᇥܴ

ڙቹៜޑጄൎǶ

5.ӧ୷ᘵ೛ࡼ೽ϩǴቚуჹၗૻس಍ϐԵໆǶ

6.ჹȨπբᕉნȩуаۓကǴ٠уаᖐٯǶ

7.ӧ៝࠼Ԗᜢϐၸำा໨ύǴჹܭȨҬбࡕࢲ୏ȩ΋ຒǴቚуഢຏǴᖐٯᇥܴǶ 8.ჹܭ೛ी໒วϐբ཰ࢬำǴܴዴᇥܴӧᔈҔ΢ޑቸ܄Ǵё٩Ᏽౢࠔ܈ಔᙃϐၮբሡ

؃ࡌҥǶ

9.ᇥܴ៝࠼ᅈཀࡋϐᑽໆБݤǴନᅈཀࡋፓࢗѦǴёճҔӚᅿᆅၰڗளǴ٠ᖐٯᇥܴǶ 10.ၗ਑ϩ݋ܴዴஒሡाϩ݋ޑ໨ҞǴᆶၗ਑ٰྍуаჹᔈՍௗǶ

ϖǵISO 9001 ޑϣ৒ࢎᄬ

ISO9001ϣ৒ӧ่ᄬ΢ǴЬाჄϩࣁϖεക࿯Ǻࠔ፦ᆅ౛س಍ǵᆅ౛໘ቫೢҺǵ

ၗྍᆅ౛ǵౢࠔჴ౜Ϸໆෳǵϩ݋Ϸׯ຾Ǵڀഢֹ᏾ϐ 23 ε໨ 39 λ໨ा؃Ƕس಍ϐ

੝ᗺӧܭǺ

1.ೕჄϣ೽ϷѦ೽ྎ೯ኳԄǶ

2.ࢬำϯǴமϯӚঁس಍ǵࢬำǵբ཰ޑԖਏ܄Ƕ 3.ගрܴዴޑ P-D-C-A ࢬำᆅ౛ኳԄǶ

4.ᇥܴӵՖၲԋࠔ፦Ҟ኱Ƕ 5.៝࠼ᅈཀࡋϷځϩ݋БݤǶ

6.ख़ຎȨ៝࠼ᏤӛȩǵȨࠔ፦ࡹ฼ȩϷȨࠔ፦Ҟ኱ȩޑᜢᖄ܄Ƕ

ा؃ಔᙃࡌҥа៝࠼ᏤӛࣁЬޑᆅ౛ᡏسǴаၮբࢬำޑ่݀Ǵբࣁ಄ӝࠔ፦ᆅ

౛س಍ޑ᛾Ᏽ(ഋ࣓ችǵጰᛏሺǴ2009)Ƕ

྽ว৖ǵჴࡼᆶׯ຾ࠔ፦ᆅ౛س಍ϐԖਏ܄ਔǴҁ኱ྗႴᓰ௦ҔၸำᏤӛǴᙖҗ

಄ӝ៝࠼ा؃аගଯ៝࠼ᅈཀࡋǶࣁ٬ಔᙃԖਏၮբǴѸ໪،ۓᆶᆅ౛೚ӭ࣬ೱ่ϐ ࢲ୏Ƕ٬Ҕၗྍ٠ϒаᆅ౛ǴஒᒡΕᙯඤࣁᒡрϐ΋໨ࢲ୏܈΋ಔࢲ୏Ǵёຎࣁ΋ঁ

ၸำǶ೯த΋ঁၸำϐᒡрёޔௗԋࣁΠ΋ၸำϐᒡΕǶ

ȨၸำᏤӛȩࢂಔᙃϣӚၸำس಍ϐᔈҔǴೱӕ೭٤ၸำϐ᠘ձᆶҬϕբҔǴϷ ځᆅ౛аౢғයఈޑԋ݀ǶၸำᏤӛޑ΋ঁᓬ༈Ǻჹܭၸำس಍ϣǴঁձၸำ໔ϐᖄ

่ϷځಔӝᆶҬϕբҔǴගٮ࡭ុޑᆅڋǶჹࠔ፦ᆅ౛سϣ٬ҔਔǴԜᏤӛமፓΠӈ

Ӛ໨ϐख़ा܄Ǻ 1.ᕕှᆶ಄ӝा؃Ƕ

2.வߕуሽॶБय़Եቾၸำޑሡ؃Ƕ 3.ᕇளၸำᕮਏᆶԖਏ܄ޑ่݀Ƕ 4.ਥᏵҞ኱ໆෳ࡭ុׯ๓ၸำǶ

аၸำࣁ୷ᘵϐࠔ፦ᆅ౛س಍ኳԄҗკ 1 ᡉҢǶᇥܴᡉҢӧࣚۓा؃ԋࣁᒡΕϐ ၸำύǴ៝࠼תᄽ΋ঁཱུख़ाϐفՅǶࣁᅱෳ៝࠼ᅈཀࡋǴᔈຑ՗࠼Њჹಔᙃࢂց಄

ӝ៝࠼ा؃ޑགڙၗૻǶკ 1 ᡉҢޑኳԄх֖ҁ኱ྗޑӄ೽ा؃Ǵՠ٠ό৖౜ၸำϐ ಒ࿯Ƕ

კ¹ аၸำࣁ୷ᘵޑࠔ፦ᆅ౛س಍ኳԄ

ၗ਑ٰྍǺȨISO 9001:2008ࠔ፦ᆅ౛س಍ჴ୍ȩǴഋᅇෂǵશᝬ݅Ǵ2010Ǵਲ༜ѱǺ

ࣽࡌ៝ୢިҽԖज़ϦљǶ

2008ԃހޑ ISO9001 ࠔ፦ᆅ౛س಍኱ྗᑼӝΑӄय़ࠔ፦ׯ๓Ϸ࡭ុׯ๓ޑᆒઓǴ ჹܭࠔ፦ᆅ౛х֖Αࡰ኱ᅱෳǵ኱ंᏢಞǵࢬำᆅ౛ǵၗ਑ϩ݋ᆶ࡭ុׯ຾ǵၸำᏤ ӛǵP(ीฝ)-D(୺Չ)-C(ᔠਡ)-A(Չ୏)ၮբൻᕉϷ٣ӃႣٛ฻Ǵ೭٤౛ۺΨ፾ҔܭᏢ

ਠගϲՉࡹᆅ౛ޑ୍ܺࠔ፦Ƕ

ϤǵISO 9001 ޑᔈҔ

ҁ኱ྗឍܴ྽ಔᙃӧΠӈ௃ݩਔޑࠔ፦ᆅ౛سޑा؃(ഋᅇෂǵશᝬ݅Ǵ2010)Ǻ 1.ሡा৖Ңځ΋ठӦගٮ಄ӝ៝࠼ᆶ፾Ҕݤзᆶೕा؃ޑౢࠔϐૈΚǶ

2.ᙖҗس಍ϐԖਏᔈҔǴරӛගଯ៝࠼ᅈཀࡋǴхࡴس಍࡭ុׯ຾ϐၸำϷ಄ӝ៝

࠼Ϸ፾Ҕݤзᆶೕകा؃ϐߥ᛾Ƕ

ӧҁ኱ྗϣǴȨౢࠔȩ΋ຒ໻፾Ҕܭ៝࠼܌යఈ܈܌ा؃ϐౢࠔϷౢࠔჴ౜ၸำ

܌ౢғϐҺՖයఈޑᒡрǴݤзᆶೕകा؃ёаݤೕा؃߄ҢϐǶ

ҁ኱ྗϐ܌Ԗा؃ࢂ΋૓܄ޑǴ٠а፾Ҕܭ܌ԖಔᙃࣁҞޑǴόፕځᜪࠠǵೕኳ ελϷගٮϐౢࠔࣁՖǶҗܭಔᙃϷځౢࠔϐ੝܄Ǵҁ኱ྗϐҺՖा؃όૈуаᔈҔ ਔǴёԵቾϒа௨ନǶՠ،ۓ௨ନਔǴϝा಄ӝ኱ྗϐᆒઓǴЪόቹៜಔᙃගٮ಄ӝ

៝࠼ᆶ፾Ҕݤзᆶೕകा؃ޑౢࠔϐૈΚ܈ೢҺǴց߾όௗڙҁ኱ྗ಄ӝ܄ϐ࠹֋Ƕ

ΎǵISO 9001 ޑขᗺ(ഋᅇෂǵશᝬ݅Ǵ2010)

1.៝࠼ᅈཀࡋᑽໆࢂׯ๓ޑᜢᗖၗૻǶ 2.ೱ่ࠔ፦ᆅ౛س಍ډಔᙃޑࢬำǶ 3.ᙁൂܰҔǴҔᇟమཱǴܰܭΑှǶ 4.மፓаࢬำᏤӛޑ่ᄬǶ

5.ගٮරӛׯ๓ಔᙃᕮਏޑ؁ᡯǶ

6.࡭ុׯ๓ࢬำࢂமϯࠔ፦ᆅ౛س಍ޑख़ा؁ᡯǶ 7.ख़ຎၗૻᆅ౛ǴٯӵǺྎ೯ǵၗ਑ϩ݋Ƕ

8.፾Ҕܭ܌Ԗౢࠔʏ୍ܺޑౢ཰کόܥελޑಔᙃǶ 9.ܰᆶځдᆅ౛س಍࣬ᑼǶ(ٯӵǺISO 14000)Ƕ

ΖǵΖ໨ࠔ፦ᆅ౛চ߾(ഋᅇෂǵશᝬ݅Ǵ2010)

1.а៝࠼ࣁύЈǶ

2.ሦᏤǶ 3.ӄ঩ୖᆶǶ 4.ၸำᆅ౛ኳԄǶ 5.ᆅ౛ޑس಍БݤǶ 6.࡭ុׯ຾Ƕ

7.୷ܭ٣ჴޑ،฼БݤǶ 8.ϕճٮᔈޣᜢ߯Ƕ

ಃϖ࿯ ௢୏ ISO ԋ௳ϐӢન

ШࣚӚ୯௢Չ ISO ࠔ፦ᆅ౛س಍ςՉϐԖԃǴӧ௢ՉޑၸำύǴ܌य़ᖏޑୢᚒό ᅰ࣬ӕǶЬाӢનӧܭӚ୯ޑޗ཮ǵЎϯϷङඳޑόӕǴೱ஥Ҿ཰ϣ೽ޑಔᙃЎϯҭ Ԗৡ౦Ƕࡺ٩Ᏽ࣬ᜢᏢޣଞჹ୯ϣҾ཰ࣁЬᡏޑࣴز᏾౛Ǵӵ߄ 1 ܌ҢǴё௢ޕ ISO ԋфᆶѨ௳ޑӢનё୔ϩԋΖঁᄬय़ǺȨҾ཰ჹ ISO ޑᇡޕȩǵȨҾ཰ϣ೽ޑྎ೯ȩǵȨҾ

཰ჹ ISO ޑख़ຎำࡋȩǵȨ௲ػ૽ግȩǵȨISO చЎޑ୺ՉȩǵȨᇶᏤᡍ᛾ᐒᄬޑᒧ᏷ȩǵȨᡍ

᛾ᐒᄬޑᒧ᏷ȩǵȨ௢Չࠔߥڋࡋޑ࿶ᡍȩ(ԢቼᅽǴ2001)Ƕ

߄ 1

௢Չ^ISOԋфᆶѨ௳ϐӢન

ᄬय़ ԋфӢન Ѩ௳Ӣન

Ҿ ཰ ჹ ISO ޑᇡޕ

1.Ҿ཰Ьჹ ISO ᇡޕό҅ዴǶҾ཰ჴࡼ

ISOǴࠅؒԖᡏᇡډ ISO ޑ୷ҁᆒઓǴ

ࢂȨа࠼ЊࣁᏤӛȩޑᢀۺǶ

2.ಔᙃᏤΕ ISO ޑཀკǴߚࣁගϲࠔ፦Ƕ Ҿ ཰ ϣ ೽ ޑ

ྎ೯

1.ӄᡏ঩πࡌҥӅ᛽Ӆ ӕୖᆶǶ

2.Ϧљޑϣ೽ྎ೯ڐፓ

ֹ๓Ƕ

1.঩πό୼዗ЈǶ঩πᇡޕϷΓ঩ྎ೯ୢ

ᚒǶ

2.঩πಞᄍόܰׯǶ঩πჹ ISO చЎೕۓ คݤ፾ᔈǶΓ঩לܔϷ௨ѾୢᚒǶ 3.೽ߐ៾ೢೕჄόֹ᏾ǵᜤаᙶమǶπբ

ϣ৒ᆶ௢୏៾ೢჄϩόమǶ

 

߄ 1(ុ)

ᄬय़ ԋфӢન Ѩ௳Ӣન

Ҿ ཰ ჹ ISO ޑख़ຎำࡋ

1.ଯ໘Ьᆅޑ،ЈǵЍ࡭

ᆶ׫ΕǶ

1.঩πჹਜय़ำׇᕷፄǴቚуΑπբॄ

ᏼǴΓΚόىǶ

2.ISO ޑᕷЎⵏ࿯Ǵӧ೯ၸᡍ᛾ࡕǴӵ݀

ؒԖଛഢӧᡍ᛾ਔϷၸำύޑΓΚکၗ

ྍǴߡԖёૈคݤ΋΋уа׳҅Ƕ

௲ػ૽ግ 1. у ம ISO ޑ ௲ ػ ૽ ግǶΓ঩௲ػ૽ግǶ

1.ჹ ISO ᇡޕόىǶҾ཰ჹ ISO చЎό୼

ΑှǶ

2.ISOచЎᇟཀόమǴ೷ԋᇤҔǶ ISOచЎޑ

୺Չ

1.ჴሞբݤᆶЎҹࢂ΋ 1.คݤளޕ௢୏ပჴπբϐำࡋǶ ठǶ

2.ֹ๓ޑЎҹइᒵᆶᆅ ڋǶ(܈ᙖҗႝတᇶշ ᆅ౛)

3.Ϧљϣ೽ޑࠔ፦ዽਡ ࢲ୏࡭ុ௢ՉǶ

4.ԖਏႣٛᆶᕖ҅௛ࡼǶ

2.చЎှញǵᇡޕǵ঺ҔϷ୺Չ܄ୢᚒǶ 3.ᡏڋ܈բ཰ࢬำׯᡂୢᚒǶ

4.ਜय़ၗ਑Ϸբ཰ࢬำᕷፄǶπբำׇϷ

ೕጄόܰኗቪǶ

5.բ཰኱ྗᆶჴሞբ཰ό಄Ƕ 6.લЮёୖԵϐጄٯǶ

ᇶ Ꮴ ᡍ ᛾ ᐒ ᄬޑᒧ᏷

1.ᝄᙣೕჄֹ᏾Ԗਏޑ ࠔ፦س಍Ǵᄇۭ୺ՉǶ 2.ᇶᏤൂՏᒧ᏷҅ዴǶ

1.ہૼ៝ୢϦљ܌ֹԋޑࠔ፦ЎҹǴؒԖ

፾྽ᙯϯǴ٬ϣ৒ᆶჴሞբ཰ౢғပ ৡǴਥҁคݤ୺ՉǶ

2.૽ግᐒᄬǴගٮޑ૽ግፐำϷϣ৒ό࡞

྽Ƕ

3.៝ୢѝᔉ ISOǴჹ೏ᇶᏤϦљόΑှǶ 4.ؒԖᇡ੿ϩ݋Ϧљޑჴሞ௃ݩ(хࡴՉ

཰ǵೕኳǵЎϯङඳǵ঩πનᎦǵᆅ౛

ኳԄ฻)ǶؒԖଞჹౢࠔޑჴሞሡǶ 5.ᇶᏤϦљ୷ܭ཰ᕮޑԵໆǴ׎ԋࣁ ISO

Զ ISO ޑ౜ຝǶ ᡍ ᛾ ᐒ ᄬ ޑ

ᒧ᏷

1.ᡍ᛾ᐒᄬϷຑቩؼ಺όሸǶ

2.ᡍ᛾ᐒᄬᡣҾ཰೯ၸᡍ᛾ޑߐᘖၸեǶ ᡍ᛾೯ၸޑ኱ྗό΋Ƕ

௢ Չ ࠔ ߥ ڋ ࡋޑ࿶ᡍ

1.Ԗ௢Չځдࠔߥڋࡋ (ӵǺTQM)ޑ࿶ᡍ܈ڀ Ԗࠔᆅ୷ᘵǶ

ၗ਑ٰྍǺȨISOᏤΕਠ୍Չࡹس಍ঁਢࣴزņаჴ፬εᏢᕴ୍ೀࣁٯȩǴԢቼᅽǴ2000Ǵ

҂рހϐᅺγፕЎǴدҥჴ፬εᏢҾ཰ᆅ౛ࣴز܌ǴѠчѱǶ

ಃΟക ࣴزБݤᆶࢬำ

ಃ΋࿯ ঁਢࣴزݤ

ঁਢࣴزݤ(Case Study Method)ࣁ፦܄ࣴزБݤϐ΋Ǵ௦Ҕ΋ᅿঁձޑǵుࡋޑ Ϸඔᛤ܄ޑ΋ᅿࣴزݤǶঁਢࣴزࢂࡰჹ੝ձޑঁΓ܈იᡏǴᇆ໣ֹ᏾ޑၗ਑ϐࡕǴ ӆჹځୢᚒޑ߻Ӣࡕ݀଺ుΕޑও݋Ƕ຾΋؁ԶقǴঁਢࣴزࢂࣁΑ،ۓᏤठঁΓǵ იᡏǴ܈ᐒᄬϐރᄊ܈ՉࣁޑӢનǴ܈ፏӢનϐ໔ޑᜢ߯ǴԶჹԜࣴزჹຝǴ଺ుΕ ԶᑞஏޑࣴزǴቶݱӦᇆ໣ঁਢޑၗ਑Ǵᄇۭޑᕕှঁਢϐ౜ݩϷว৖ᐕำǴ٠ϒа

ࣴزϩ݋Ǵаዴۓୢᚒ᝛่Ǵ຾Զගрᕖ҅ޑࡌ᝼Ǵځ२ख़ӧঁਢว৖ޑၗ਑ϩ݋Ǵ ӕਔǴ΋૓ޑࣴزޣࣣаڀԖж߄܄ޑঁձიᡏࣁჹຝǴ࿶җвಒϩ݋ኬҁޑၗ਑Ǵ

୍යவύᕇठ่ፕǴаཷࡴ܌ឦޑ҆ဂᡏ(ယख़ཥǴ2004)Ƕ

܌ᒏঁਢǴΏ೚ӭ࣬ᜢ٣ჴޑᇥܴǴѬගٮୢᚒޑރݩǴаࡑ൨؃ှ،ୢᚒޑё ՉБਢǶѬ܌ඔॊޑ٣ჴ܈٣ҹѸ໪ࢂ੿ਔ੿ӦޑǴόё׹ኗǴЪᔈ၀Ԗ΋ঁ܈ኧঁ

ύЈୢᚒǴ٠բ࠼ᢀޑඔॊόբЬᢀޑຑፕǶᕴԶقϐǴȨঁਢȩ܌ж߄ޑᔈࢂ΋໨

٣ჴǴ܈΋ಔ٣ҹǴѬගٮ΋ঁୢᚒ܈΋ೱՍޑୢᚒǴаٮࣴزޣࡘԵǴ٠჋၂ѐှ

،Ѭޑ΋ҽၗ਑Ǵࡺঁਢё೏ຎࣁࢂ΋ૈЇวࡘԵǵղᘐǵک҅ዴՉ୏ޑπڀ(ഋ࿤

యǴ1995)ǶȨঁਢȩόаঁΓࣁज़Ǵёۯ՜Կৎ৥ǵϦљǵიᡏϷޗ୔Ƕঁਢࣴز(Case Study)ࢂ፦܄ࣴزڂጄΠதـޑࣴزБݤǴЬाࢂుࡋӦ௖૸΋ঁᡏ܈ဂᡏǴٯӵǺ

΋ঁৎ৥ǵޗ཮ǵᏢਠ܈೽ပ฻Ǵଞჹࢌ੝ۓՉࣁ܈ୢᚒޑࣴزБݤǴځࣴزޑЬा

Ҟޑӧܭ೸ၸԾฅ௃ნύჹ੝ۓঁਢޑ౛ှǴ຾Զుࡘୢᚒ܈Չࣁޑ᝛่ǴҾკว৖

΋ᅿᘜય܄ޑղᘐǶ

ঁਢࣴزݤࢂ࣬ၨܭໆϯࣴزݤǴߚ࿶җ಍ीኧᏵٰև౜่݀ǴԶࢂ௦ӄय़Ԅǵ

ుΕΑှǴЬाࢂଞჹࣴز่݀բుΕࠆჴޑඔॊǶҁࣴ೸ၸঁਢჹຝஒ܌ڗளޑၗ

਑ǴаڀҞޑ܄ǵس಍܄Ϸᒧ᏷܄ޑБԄ຾Չೀ౛Ǵբр࠼ᢀޑइᒵǴ٠уаϩ݋а ᕇள่ፕǶ

ಃΒ࿯ ࣴزޑჹຝϷጄൎ

ҁࣴزࢂଞჹ୯ҥࢌدҥεᏢᕴ୍ೀჴሞᏤΕ ISO9001 ࠔ፦ᆅ౛س಍ࣁঁਢࣴ

زჹຝǴჴሞୖᆶၸำޑ௢୏Ǵஒ܌ᇆ໣ޑၗ਑բ࣬ᜢ᏾౛ᘜયǴ٠уаϩ݋௖૸Ƕ ӢҞ߻୯ϣଯ฻௲ػჴሞӄय़ᏤΕ ISO9001 ࠔ፦ᆅ౛ᡍ᛾ޑٯηឦܭཱུϿኧǴԶ

௢୏ ISO9001 ࠔ፦س಍ᡍ᛾ޑၸำԖځፄᚇ܄ǴЀځࢂӧ௲ػ୍ܺ཰೭Бय़ǴӢԜӵ Ֆᙖҗ੿ჴਢٯޑ௢୏Ǵ຾Չ࣬ᜢࣴزޑ᏾౛ᆶϩ݋Ǵ࣬ߞ཮ࢂВࡕଯ฻௲ػ௢୏

ISO9001س಍ᡍ᛾ޑ΋εշΚǶ

ᒿ๱ଯ฻௲ػᝡݾВᖿᐟਗ਼ޑᕉნΠǴ೚ӭεᏢଣਠ೿όᘐӦଓ؃ԾךගϲǴ҂

ٰགྷᏤΕ ISO9002 ୯ሞࠔ፦ᡍ᛾ޑᏢਠஒ཮ᆶВॿቚǶฅԶा೯ၸ ISO9002 ୯ሞࠔ

፦ᡍ᛾Ǵځჴࡼၸำύ཮ᎁၶόϿޑ౟ᓍǶӢԜҁࣴزа୯ϣჴሞჴࡼ ISO9001 ᡍ᛾

ޑࢌدҥεᏢᕴ୍ೀࣁࣴزޑჹຝᆶጄൎǴଞჹځၸำޑ؁ᡯࢬำǵЎҹ኱ྗϯǵϣ

೽ዽਡ຾Չ௖૸Ǵ٠຾΋؁բ่݀ޑϩ݋᏾౛ǴаբࣁВࡕଯ฻௲ػటᏤΕ ISO9001 ᡍ᛾ޑጄٯᆶୖԵǶ

ಃΟ࿯ ࣴزࢬำ

ҁЎࢂ௦ঁਢࣴزޑБԄǴа୯ϣࢌدҥεᏢՉࡹᡏسӄय़೯ၸ ISO9001 ࠔ፦ᆅ

౛س಍ޑᇡ᛾ၸำǴஒ࣬ᜢၗ਑բ᏾౛ϩ݋Ϸ௖૸Ƕ

ӵΠࣁҁࣴزϐࢬำǴӅϩࣁΖ؁ᡯǴӵკ 2 ܌ҢǴҗЬᚒ࣬ᜢϐ᝼ᚒӃ຾Չ߃

؁௖૸Ǵӕਔ຾Չ࣬ᜢޑЎ᝘ᇆ໣ᆶ᏾౛ǴԶࡕࡌҥࣴزޑࢎᄬǴӆ٩Ᏽୖೖޑ่݀

຾Չᘜય᏾౛ϩ݋Ǵ٠Ъ຾΋؁բ่݀ᆶว౜ϐ௖૸Ǵനࡕගрҁࣴزϐ่ፕᆶࡌ

᝼Ƕ

კ2 ࣴزࢬำ

ಃѤക ࣴزჴࡼ

ಃ΋࿯ ঁਢᕴ୍ೀϐᙁϟ

΋ǵᕴ୍ೀޑಔᙃ่ᄬ

ಔᙃ่ᄬࢂಔᙃϣᙍ៾ᜢ߯ޑ҅ԄࠠԄǴ೯தаಔᙃკٰ߄ҢǶԐයಔᙃޑђڂ

౛ፕύಔᙃ่ᄬࣁߎӷ༣ࠠǴ೭ᅿ่ᄬхࡴޔጕᆶჿႻᙍՏǶޔጕᙍՏڀԖଯܭځд ᙍ঩ޑᙍ៾کᙍೢǴ٠Ъࣁ҅Ԅޑಔᙃྎ೯ޑޔጕࢬӛǶჿႻᙍՏࣁ๏ϒޔጕಔᙃڐ շکᒌ၌ޑᙍՏǴჿႻΓ঩ჹಔᙃϣޑځдԋ঩ࡐϿԖᙍ៾کᙍೢǴՠдॺϝૈ୼Ӣ ځӧಔᙃύޑᙍՏԶᏱԖ៾Κ(ԢቼᅽǴ2000)Ƕ

೽ឦཇϿǴᆅ౛ޣޑ௓ڋΚཇεǶ೽ឦኧໆޑӭჲቹៜಔᙃޑ่ᄬࠠᄊǶऩ௓ڋ ൯ࡋज़ڋࣁΒԿΟঁ঩πǴࣁଯࢎԄಔᙃǶऩ௓ڋ൯ࡋࣁϖԿΜϖঁ঩πǴࣁࡧѳԄ ಔᙃǶҁࣴزჹຝၨឦܭࡧѳԄޑಔᙃ่ᄬǴӧᕴ୍ߏ࠻аΠϩԋϖঁ཰୍ಔǴᕴ୍

ߏ࠻х֖ᕴ୍ߏǵୋᕴ୍ߏϷಔ঩(ঋઝਜ)ǹϖঁ཰୍ಔϩձࣁǺЎਜಔǵ٣୍ಔǵ ௦ᖼ଄ᆅಔǵᔼᙄಔǵрયಔǶӚಔϩձ೛ಔߏ΋ΓϷऩυᙍ঩Ƕځಔᙃ่ᄬӵკ 3

܌ҢǺ

კ3 ᕴ୍ೀಔᙃᄬࢎკ

ΒǵӚಔޑᙍඓ

ᕴ୍ೀࣁᏢਠޑ஑཰೽ߐൂՏǴځфૈӧܭڐշϷЍජӚ໨௲ᏢπբǴගٮৣ

ғؼӳޑ௲ᏢϷᏢಞᕉნǶᕴ୍ೀӚಔӚ٩ځ཰୍ೕጄǴॄᆅ౛ޑᙍೢǶঁਢᕴ୍ೀ

ϷӚಔϐ཰୍ᙍඓӵΠǺ 1.ᕴ୍ೀ

(1)ᕴ୍ೀ཮᝼໒཮೯ޕǶ (2)ᕴ୍ೀ཮᝼इᒵϐഋਡǶ (3)ᕴ୍ೀԃࡋႣᆉጓӈϷᆅ௓Ƕ (4)؂Ꮲය҃཰୍০ፋ཮Ƕ

(5)π᠐ғ(ߎ)ǵ႟Ҕߎ฻ϐᆅ౛Ƕ 2.Ўਜಔ

(1)ӄਠԏЎǶ (2)ӄਠวЎǶ (3)ӄਠϦЎᘜᔞǶ

(4)ӚൂՏԏЎวЎᘜᔞϦЎ಍ी߄Ƕ (5)ᔞਢॷፓǶ

(6)ᔞਢᎍ྄Ƕ (7)π᠐ғᆅ౛Ƕ 3.٣୍ಔ

(1)ਠϣႝ၉س಍ᆅ౛Ƕ (2)ሺᏔ೛ഢཞᚯᆢঅ᠘ۓǶ (3)΋૓ނࠔᆢঅ᠘ۓǶ (4)ႝߞҬඤᐒۓයߥᎦǶ (5)ႝߞֽᐒ܊ᆅ౛Ƕ

(6)ႝ၉ी຤Дൔ߄ӑᇙǵ಍ीᆶਡᎍǶ

(7)΢ǵΠፐដᖂᆅ౛ᆶᆢៈǶ (8)ႝຎᆶϺጕཥး೛ᆶᆢៈǶ

(9)ᅱຎس಍ȁߐ࿣س಍ᆢៈᆶߥᎦǶ (10)ᏢғஎްҬඤᐒȁಥНᐒᆅ౛ᆶᆢៈǶ (11)ቹӑᐒᆅ౛཰୍Ƕ

(12)ᓓ᡺ܕ୘ǵቷ୘ᆅ౛Ϸӝऊᛝु฻࣬ᜢ཰୍Ƕ (13)ؓǵᐒًଶً᛾ᇙբǵᆅ౛Ƕ

(14)Ꮲਠ൑ӦჹѦॷҔ཰୍Ƕ (15)Н௼ጃߥᎦᆢៈᆶᆅ౛Ƕ (16)໯НᐒԃࡋӝऊᛝुǶ (17)ӚൂՏޜ໔จᇙբǶ (18)Ϧ୍ًፓࢴᆢៈ཰୍Ƕ (19)ଶً൑ϐᆅ౛ᆶᆢៈǶ (20)཰ᆅہѦ࿶ᔼቷ୘ᆅ౛Ƕ

(21)ґථᓯኲᆅၡᔠࢗǵၸዳी຤่Ƕ (22)ڱ֣మၮϷၗྍӣԏπբᆅ౛Ƕ (23)ൔቲࠔೀ౛Ƕ

(24)҇ٛᖱಞᆶᄽግ཰୍Ƕ (25)ਠ༜ඳᢀ༜᛬཰୍Ƕ

(26)ᙯၮઠϷ࠼ၮϦљၡጕڐፓ฻࣬ᜢ཰୍Ƕ (27)ߥӄǵమዅ฻ᆅ౛཰୍Ƕ

(28)ёᐯ܄ቲకނ຾൑཰୍Ƕ (29)ࢬੁކೀ౛཰୍Ƕ

(30)ਠϣ΋૓൑ӦॷҔᆅ౛Ƕ (31)΋૓ނࠔॷҔϷᘜᗋᆅ౛Ƕ

(32)ೡ፤ᐒӝऊϷ࣬ᜢ཰୍Ƕ (33)΋૓ނࠔ৤Ӹᆅ౛Ƕ

(34)ᄽᖱ᡺ǵ୯ሞ཮᝼᡺ॷҔϷ೛ഢᆅ౛Ƕ 4.௦ᖼ଄ᆅಔ

(1)଄ౢൔቲҙፎǶ

(2)଄ౢᙯ౽ҙፎ(όӕൂՏ)Ƕ (3)଄ౢᙯ౽ҙፎ(ӕൂՏ)Ƕ (4)ᚆ(ፓ)ᙍΓ঩଄ౢᙯ౽Ƕ (5)଄ౢዬᗺीฝǶ

(6)ख़ᗺ଄ౢዬᗺीฝǶ

(7)଄ౢ࿼ܫՏ࿼౦୏ၗ਑ϐ׳҅Ƕ (8)Ўڀǵ઻׷຾೤஦ҞਡᎍǶ

(9)଄ౢᆅ౛س಍ᆢៈǵঅ҅ᆶᆅ౛Ƕ (10)଄ౢДቚ෧߄Ƕ

(11)ߚ੃઻ނࠔДቚ෧߄Ƕ (12)଄ౢቚуൂϷచዸᆅ౛Ƕ

(13)ߚ੃઻ނࠔቚуൂϷచዸᆅ౛Ƕ (14)ڰۓၗౢשᙑДൔ߄Ƕ

(15)ၠਠ଄ౢᙯΕ(р)཰୍Ƕ (16)଄ౢਈᜄڙ౛཰୍Ƕ

(17)ൂՏϷঁΓ଄ౢࢗ၌ӈӑǶ (18)ޜ໔ഢҔᢄ୒ᆅ౛ॷҔǶ (19)ᏢՏܺᆅ౛ॷ(ચ)ҔǶ (20)βӦວ፤Ҭඤ౽ᙯǶ (21)ό୏ౢ᛾ྣϐᆅ౛Ƕ

(22)ࡌᑐނОؠӦ᎜ߥᓀ཰୍Ƕ (23)ϦӅཀѦߥᓀ཰୍Ƕ

(24)Ϧ୍ً፶ߥᓀ཰୍Ƕ

(25)ςᖼ࿼ࠅ҂ڗள܌Ԗ៾ϐβӦۑൔ߄Ƕ (26)΋૓ނࠔϷሺᏔ೛ഢ௦ᖼᒤ౛٣ەǶ (27)ᇙբܕ኱ǵ،኱Ϧ֋Ƕ

(28)ᇙբӝऊਜ٣ەǶ

(29)᝼ሽֹԋࡕፎᖼਢҹଓᙫǶ (30)Ӽ௨٠೯ޕਠϣᡍԏ٣ەǶ (31)ᒤϦ୷ҁଛഢ௦ᖼҙፎǶ (32)ҙፎ௲ػҔࠔխิЋុǶ

(33)ܝ኱ߎǵቬߥߎǵߥڰߎҙଏǶ 5.ᔼᙄಔ

(1)অᙄਢϐፎᖼբ཰Ϸፎීբ཰Ƕ (2)႟ࢃঅᙄਢϐፎීբ཰Ƕ

(3)Ӛ໨πำᡍԏǶ

(4)ཥࡌ܈ख़εׯ๓πำǶ (5)ׯ๓คምᛖਠ༜ᕉნ཰୍Ƕ (6)ԃࡋӚ໨ߥᎦӝऊਜϐᇙբǶ (7)ҙൔૈྍࢗਡൔ߄(࿶ᔮ೽ૈہ཮)Ƕ (8)ԃࡋ੃ٛӼӄ೛ഢᔠঅҙൔǶ (9)࿯ऊૈྍׯ๓ीჄǶ

(10)ԃࡋ੃ٛᔠঅҙൔ཰୍Ƕ

(11)࿯ૈࡹ฼௢୏ǵ࣬ᜢݤೕႧթჴࡼǵঅु཰୍Ƕ (12)ڹ໔ॶ੤ᆙ࡚ೀ౛Ƕ

6.рયಔ

(1)่஦Ϸጓᇙ৤Ӹ౜ߎВൔ߄Ƕ

(2)ਠϣൂՏǵ௲ৣᔈᛦႝ၉຤ၻය҂ᛦ೯ޕǶ

(3)ᔈԏ౻Ᏽ༼᏾ङਜӸΕແֽ܈ฦᒵӚሌՉжԏී໨इᒵᛛଌሌՉૼԏǶ

(4)ᖏᘕᛦҬϐᏢᚇ຤ǵᏢϩ຤ǵՐஎ຤฻ԏΕǴၗ਑ key Εຏнᛦ຤ᆅ౛س಍ਡ

஦Ƕ

(5)༤ቪ௲ػ೽൩཰ीฝ-ቷ୘༊ීൂǶ (6)Дۭ౜ߎᕴዬᗺǴጓᇙ৤Ӹ౜ߎДൔ߄Ƕ

(7)৤Ӹ౜ߎ஦ᆶ཮ी࠻ϩᜪ஦ਡჹ٠ጓᇙ৤Ӹ౜ߎፓ࿯߄Ƕ

(8)ᛦ຤ᄒЗВǴᏢᚇ຤ǵՐஎ຤҂ᛦ຤Ӝൂ༊᏾ϦЎ e ϯ೯ޕӚ࣬ᜢൂՏǶ (9)Ꮲᚇ຤ϩයၻය҂ᛦ຤Ӝൂ༼᏾ϦЎ e ϯ೯ޕ࣬ᜢൂՏǶ

(10)ႾғǵѦᝤғ଼ߥ຤҂ᛦ຤Ӝൂ༼᏾ϦЎ e ϯ೯ޕ࣬ᜢൂՏǶ

(11)ᒤ౛Βמ஑ǵ຾অᏢγ੤ံǵଏᛦᏢϩ຤ǴපঅᏢϩ຤ᛦ຤ǵଏ຤Ƕ (12)Ꮲғ஦Њᆅ౛ϐঅׯᆢៈǶ

(13)ΠၩӚሌՉҬܴܰಒǴीᆉӚ໨ԏΕߎᚐǴጓᇙ౜ߎϷሌՉӸීВൔ߄Ƕ (14)Ӛ໨༊Εී೴฽༤ቪᛦීൂ٠༼᏾༤ൂଌ཮ी࠻Ƕ

(15)ࢗ၌٠೯ޕӚൂՏ༊Εී໨༤ቪᛦීൂǶ (16)ӄਠӚൂՏ௦ҔરҁሦᏵϐ༤ቪ௓ᆅǶ

(17)௢ቶਡᎍ஦ීਔ,೴฽٩ΓӜϷيҽ᛾ਡჹᆶሌՉ஦ࢂցคᇤǴ٠ਡകԏΕǶ (18)ᒤ౛௢ቶӚϩೀᏢғᛦ຤ԏᏵϐံวǶ

(19)ୖᆶӚ໨໒኱٠໒ҥԏᏵǴள኱ቷ୘ቬߥϷߥڰߎᛦීൂϷሦᏵϐ໒ҥǴ҂

ள኱ቷ୘ᒤ౛ଏ຤٣ەǶ (20)ጓᇙ౜ߎϷሌՉӸීДᕴ߄Ƕ

(21)ᔠਡ܌Ԗ໒ҥϐЍ౻܈࡚ҹϐႣбීᆶ໺౻ࢂց࣬಄٠ҔӑǶ (22)ஒς໒ҥЍ౻ဦዸ٩໺౻ጓဦ೴฽ᒡΕ-“Ⴃᆉፎᖼ.ਡᎍၗૻس಍”Ƕ

(23)ᒤ౛ቷ୘ۓයӸීൂ፦៾೛ۓǴډය٩໺౻ᒤ౛ှନ೛ۓǶ (24)ᔈб౻ᏵЍ౻ի౜ǴӚሌՉس಍ᎍ஦բ཰Ƕ

(25)ጓᇙӚሌՉፓ࿯߄Ƕ (26)ޜқЍ౻௓ᆅϷҙፎǶ

(27)Կ౻ᏵҬඤ܌ҙፎ౻ߞ᛾ܴ(ीฝਢ׫኱Ҕ)Ƕ (28)ሌՉ໒Њҙፎǵӑ᠘ᡂ׳฻Ƕ

(29)ೀ౛ᏢғዛշᏢߎǵπ᠐ߎǵՐஎߥ᛾ߎΕ஦௃׎ϷӚൂՏǵቷ୘ී໨ϐࢗ

၌Ƕ

ಃΒ࿯ ௢୏ᡍ᛾ϐኳԄᆶ؁ᡯ

ҁࣴزޑჹຝࢂа୯ϣࢌدҥεᏢᕴ୍ೀǴӧ 2011 ԃᙖҗ೸ၸѦ೽ᇶᏤᐒᄬޑ ᇶᏤǴ຾Չ ISO9001 ࠔ፦ᆅ౛س಍ޑᡍ᛾Ƕ᏾ঁၸำޑ௢୏ኳԄϩࣁѤε໘ࢤǴ٩ׇ

ࣁǺᏤΕྗഢǵس಍ࡌҥǵပჴ௢୏Ϸനࡕޑᡍ᛾ǶԶ؂ঁ໘ࢤӚԖόӕޑπբ௢୏

ाᗺǶ२ӃࢂᏤΕྗഢǴჹᏢਠޑࠔ፦س಍բບᘐຑ՗Ǵௗ๱Ӽ௨࣬ᜢޑ௲ػ૽ግ٠ ԋҥ ISO ௢Չہ঩཮ǶಃΒ໘ࢤࣁس಍ޑࡌҥǴ๱ख़ޑϣ৒ࣁǺࠔ፦س಍ޑ᏾ӝǵࡌ ҥࠔ፦Ћнǵᙶۓࠔ፦ࡹ฼ᆶҞ኱٠ЪࡌҥࡰᏤਜᆶ߄ൂ༼᏾ǶಃΟ໘ࢤࣁပჴ௢୏Ǵ хࡴӄय़ჴࡼǵϣѦ೽ዽਡϷᔠ૸ׯ຾ޑπբǶനࡕ຾ΕΑᡍ᛾໘ࢤǴගрᡍ᛾ޑҙ ፎǴӕਔΨҗϣ೽ႣӃዽਡ٠ᔠ૸ׯ຾ǴԶࡕ຾Չ҅Ԅຑ᠘аᕇႧ᛾ਜǶஒ΢ॊޑ௢

୏ᡍ᛾ϐኳԄբᘜય᏾౛Ǵӵკ 4 ܌ҢǺ

კ4 ௢୏ᡍ᛾ϐኳԄ

Ⴃी᏾ঁᡍ᛾ޑྗഢၸำεऊሡाъԃޑਔ໔ֹٰԋǶҗ 2010 ԃۭ໒ۈ຾Չᡍ

᛾ϐ߃؁ೕฝǴ٠ቩ཈ຑ՗ᒧ᏷Ѧ೽ᇶᏤᡍ᛾ᐒᄬǶ௢୏ᡍ᛾҅Ԅܭ 2011 ԃ 1 Дଆ ໒ۈೕฝჴࡼ٠Ъाӧӕԃ 4 ۭ߻೯ၸ ISO9001 ࠔ፦ᆅ౛س಍ޑᡍ᛾Ƕ᏾ঁ௢୏ၸำ ௦ൻׇᅌ຾ޑБԄǴ٩ڋۓޑπբਔ໔߄ٰ೴΋ၲԋǶځ؁ᡯ٩Ᏽ ISO9001 ኱ྗޑᆒ

ઓଞჹЎҹׯ๓ǵϣ೽ዽਡϷᡍ᛾ޑ࣬ᜢा؃բ΋سӈޑೕฝᇶᏤǴځ௢୏؁ᡯӵ߄ 2܌ҢǺ

߄ 2

௢୏ᡍ᛾ϐ؁ᡯ

Вය ௢୏؁ᡯ

2011ԃ 1 ДύԒ-2 Д Ўҹࡌҥᔠ૸

2011ԃ 3 Д߃ ЎҹวՉ

2011ԃ 3 Дύ ୺Չዴᇡ

2011ԃ 3 Дۭ ϣ೽ዽਡ૽ግ

2011ԃ 4 Д߃ ϣ೽ዽਡǵᆅ౛ቩࢗ

2011ԃ 4 Дύ ᡍ᛾߻ྗഢ

2011ԃ 4 Дۭ ҅Ԅᡍ᛾

2011ԃ 5 Д ᡍ᛾લѨᔠ૸

ಃΟ࿯ ঁਢϐЎҹ኱ྗϯ

ISO9001ࠔ፦ᆅ౛س಍ჹܭಔᙃӧࡌҥЎҹਔǴ੝ձࡰрЎҹᆶచЎϐᜢ߯Ǵ٠ ߚ΋ჹ΋ǴԶࢂ٩ᏵӚಔᙃϐ੝܄ᆶሡ؃Ǵ،ۓЎҹޑӭჲᆶቸ܄ǶచЎӧ 4.1 ΋૓

ा؃ࡰрǺಔᙃᔈ٩ྣҁ኱ྗϐा؃ࡌҥǵЎҹϯǵჴࡼϷᆢ࡭΋ࠔ፦ᆅ౛س಍Ǵ٠

࡭ុׯ຾ځԖਏ܄Ƕځࠔ፦س಍ύගϷѸ໪Ўҹϯޑϣ৒ԖԖࠔ፦Ћнǵࠔ፦ࡹ฼ᆶ ࠔ፦Ҟ኱ǶࣁΑዴߥԖਏޑೕჄǵၮբϷᆅڋࢬำǴచЎύᔈࡌҥЎҹϯำׇԖ 6 ҽǴϩձࣁǺ4.2.3 Ўҹᆅڋǹ4.2.4 इᒵᆅڋǹ8.2.2 ϣ೽ዽਡǹ8.3 ό಄ӝౢࠔϐᆅ ڋǹ8.5.2 ᕖ҅௛ࡼǹ8.5.3 Ⴃٛ௛ࡼǶ

ȨЎҹϯำׇȩ΋ຒǴ߯ࡰԜำׇϐࡌҥǵЎҹϯǵჴࡼϷᆢ࡭Ƕൂ΋Ўҹё௶

ॊ΋ঁ܈ӭঁำׇϐा؃ǶЎҹϯำׇϐा؃ёૈ఼ᇂܭόѝ΋ҽЎҹύǶࠔ፦ᆅ౛

س಍ϐЎҹࢎᄬǴஒЎҹϩࣁѤ໘Ǵӵკ 5 ܌ҢǶՠӢ΋໘Ўҹ߯җᏢਠڋۓǴࡺᏢ ਠᕴ୍ೀϐ ISO9001 س಍ЎҹࢎᄬᔈϩࣁǺΒ໘ЎҹࣁำׇਜǹΟ໘Ўҹࣁբ཰ࡰᏤ ਜǹѤ໘ЎҹࣁӚ໨߄ൂǵ૶ᒵϷၗ਑฻Ƕ

კ5 Ўҹࢎᄬ

ၗ਑ٰྍǺȨISO 9001:2008ࠔ፦ᆅ౛س಍ჴ୍ȩǴഋᅇෂǵશᝬ݅Ǵ2010Ǵਲ༜ѱǺ

ࣽࡌ៝ୢިҽԖज़ϦљǶ

܌ᒏ΋໘Ўҹࠔ፦Ћнࢂᇥܴ኱ྗЎҹڀᡏբݤࡰᏤᆜाǹΒ໘Ўҹำׇਜࢂࡰ

Ꮲਠϣ೽Ӛ࣬ᜢൂՏǴࣁၲԋЎҹ኱ྗϯࢲ୏ा؃܌ೕۓϐБݤำׇǶ຾΋؁ೕጄࢲ

୏ϐҞޑᆶጄൎǵ୺ՉΓ঩ǵБԄаϷӵՖჹځ௓ڋᆶ૶ᒵ฻ǴځҞޑӧ٬࣬ᜢΓ঩

ܴዴӦΑှЎҹ኱ྗϯύ܌ॊϐᜫඳᆶҞ኱ᔈӵՖၲԋǴឦܭၠൂՏЎҹǴёၠൂՏ

୺Չ܈բࣁځѬൂՏᒥӺǹΟ໘Ўҹբ཰ࡰᏤਜǴҔܭޔௗࡰᏤΓ঩ࡪמೌೕጄा؃

ֹԋ኱ྗϯϐЎҹբ཰ਔǴѸ໪٩Ᏽ٬ҔޑࡰᏤЎҹ܈ᇥܴЎҹ၁ಒࡰҢΓ঩ӵՖ୺

Չֹԋ΋ҹπբϐБݤᆶ؁ᡯǶٯǺᏹբᇥܴբ཰ࡰᏤਜǵ኱ྗբ཰ࡰᏤਜǴឦܭൂ

Տϣ೽٬ҔޑЎҹǴЬाࢂൂՏϣ೽٬Ҕޑ࣬ᜢᒤݤǹѤ໘Ўҹ߄ൂइᒵࢂࡰǴբ཰

຾Չਔ໪༤ቪ૶ᒵ܌໪Ҕ߄ൂǴΒǵΟ໘Ўҹύ़ғ٬ҔϐӚᅿ߄ൂǴٮ༤ቪϷၗ਑

բ཰຾Չޑჴݩ܈่݀ǹ༤Εၗ਑࿶ᛝਡࡕᆀࣁȨइᒵȩǴٯǺ߄ൂǵൔ֋ਜǵइᒵǵ πբᄔाǶ

ISOࠔ፦ᆅ౛س಍ύೕۓӚભЎҹኗቪࢎᄬϷᆅ౛БԄǶЎҹޑᆅ౛ጄൎϷሡ؃

ᔈຎǺಔᙃೕኳελǵౢ཰(ౢࠔ)੝܄ǵբ཰ၸำޑፄᚇ܄ᆶӚ࣬ᜢфૈಔᙃ໔ϐ࣬

ϕቹៜำࡋϷӚભΓ঩ჹࠔ፦ᆅ౛س಍ᆶբ཰ၸำޑᇡޕک፾Һ௃׎ԶۓǶ

ԶӚભЎҹᆅ౛ᔈࡌҥЎҹϯำׇਜϒа፾ϪೕჄϷᆅڋǶଛӝϦљၗૻس಍ࡌ ҥคરϯޑЎҹس಍Ƕ܌ԖЎҹёа٩Ծρሡ؃ǴҔҺՖ׎Ԅ܈ࠠᄊޑ൞ᡏ৖ҢǴٯ ӵёܫ࿼ܭ܌ឦޑᆛ।аճࢗ၌Ƕ

Ȩࠔ፦ᆅ౛س಍ȩЎҹǺΞᆀȨЎҹᆅ౛س಍ȩǴ߯ࡰ܌ԖࡰᏤ܈ᇥܴӚ໨ࠔ፦

ᆅ౛཰୍܈ࢲ୏ԖᜢϐЎҹǶᏢਠӚൂՏȨࠔ፦ᆅ౛س಍ȩЎҹх֖ࠔ፦Ћнǵำׇ

ਜǵπբࡰᏤਜϷ܌Ԗ٬Ҕϐ߄ൂ܈इᒵǶҁࣴزϐঁਢଛӝ ISO9001 ࠔ፦ᆅ౛س಍

ϐЎҹ኱ྗϯำׇӵΠǺ 1.Ўҹڋۓ

(1)ຎӚൂՏ཰୍ሡाϷಔᙃҺ୍Ǵҗ܍ᒤൂՏࡰۓΓ঩٩ȨЎҹ኱ྗ਱ԄȩڋۓǴ ٠٩Ўҹឦ܄࿶җΓπቩࢗ(રҁЎҹ)܈җ Easy Flow س಍ቩࢗ(ႝηЎҹ)Ǵਡ

঑ࡕҗЎҹᆅ౛ൂՏጓဦႧѲวՉჴࡼǶ

(2)Ўҹቩࢗǵਡ঑ǵႧѲวՉ໘ࢤǴऩԖҺՖ౦᝼ǴளҗᔕਢൂՏঅुǴѸाਔ є໒཮᝼૸ፕǴऩคݤၲԋڐ᝼Ǵ߾ևፎਠߏຊ،Ƕ

(3)Ўҹڋۓǵቩࢗᆶਡ঑բ཰ࡕǴځႧѲวՉ໪ܭ 7 ВϣֹԋǴЎҹғਏВаϦ

֋วՉВයࣁЬǶ 2.Ўҹঅु

(1)Ўҹϣ৒ό಄ӝ౜ރሡঅׯǵቚुਔǴҗচڋۓൂՏޑ࣬ᜢ៾ೢΓ঩୺ՉǴߚ চڋۓൂՏऩԖሡ؃ਔǴᔈӛচڋۓൂՏගрȨЎҹঅुǵቲЗҙፎൂȩࣴᔕ অׯा؃Ǵ٠ܭᙑЎҹϐȨЎҹঅु/ቩࢗ૶ᒵ߄ȩ΢ຏܴЎҹঅुހԛϷϣ৒

ᄔाǴ٠ܭ၀Ўҹϣ৒ύаȨ໵ӷಉᡏуۭጕȩޑБԄٰܴᡉ኱ҢঅुೀǶ (2)ЎᆅύЈ܈ൂՏЎᆅΓ঩ӣԏᙑЎҹЪբቲǴ٠วՉ҅ዴϐހҁ܈ܜඤ҅ዴϐ

ϣ৒Ǵਜय़ҹҗ࡭ԖൂՏӧȨЎҹঅुǵቲЗӣԏൂȩᛝԏǴаճᆅ౛Ǵႝη Ўҹ߾׳ཥس಍ЎҹǴ٠଺ހҁϐ௓ᆅջёǶ

(3)ЎҹঅुϐЎҹጓဦόᡂǴՠ࠾य़Ϸϣ।ϐހԛ໨Ǵ໪٩অुϐԛኧа A-1ǵ A-2ǵA-3ǵǵǵA-12 ࣁ໩ׇ׳ׯǶ

(4)Ўҹঅुঅׯހ߻ಕᑈၲ 12 ԛࡕ܈ख़ा،᝼߾ᔈख़ཥׯހวՉ߾а BǵCǵǵǵ Zࣁ໩ׇǶ

(5)วՉϐЎҹऩλ೽ҽѺӷᒱᇤǴӧόቹៜࠔ፦௃ݩΠǴҗڋुൂՏЬᆅ܈Ўᆅ ύЈਡ঑ܭЎҹ΢অׯǴ٠ܭঅׯೀуᇂȨঅ҅ȩകࡕᝩុ٬ҔǴЙ໪ගрঅ

ुǶ

(6)ऩၶس಍ᡂ׳(ӵ೽ߐжဦፓ᏾…฻)ǴҗЎᆅύЈЬ୏ගрঅुЎҹǴ٠཮ᛝ

࣬ᜢൂՏǴևਠߏਡ঑ࡕวՉǶ 3.ЎҹቲЗ

(1)྽Ўҹϣ৒բε൯ࡋঅׯǵ܈ςѨѐځբҔǵ܈ހҁᡂ׳ԛኧϼᓎᕷǴ߾ё༤ ቪȨЎҹঅुǵቲЗҙፎൂȩ࿶җቩࢗǵਡ঑ࡕ຾ՉቲЗբ཰Ƕ

(2)ЎҹቲЗࡕǴচЎҹޑጓဦᔈϒӈᆅǴόёख़ፄ٬ҔǶ

(3)ЎҹҙፎቲЗ࿶ਡ঑ࡕǴ܈ׯހࡕϐᙑހЎҹᇂ΢ᙔՅȨբቲȩകǴନচዺߥ ӸܭЎᆅύЈഢࢗѦǴᙑԖЎҹҗЎᆅύЈ܈ൂՏЎᆅΓ঩ϒаԏӣᎍ྄܈а ቲરၮҔǶ

(4)࿶ቲЗϐᙑހЎҹሡߥӸъԃǴаٮВࡕሡाࢗ၌Ƕ 4.ЎҹวՉ

(1)ҁਠϐЎҹᆅڋҗЎᆅύЈॄೢᆅڋځ៾ೢጄൎϣ࣬ᜢЎҹϐঅׯǵҙፎǵϩ วǵӣԏϷቲЗ฻բ཰Ƕ

(2)࿶ਡ঑ǵႧѲǵวՉϐЎҹǴ֡җЎҹᆅڋΓ঩٩ೕۓ಍΋ጓဦǴ܌Ԗচዺߥ ੮ܭЎᆅύЈǴરҁЎҹѸ໪ගٮ҅ዴϐႝηᔞਢ܈ႝηЎҹ೿аႝηЎҹБ ԄᓯӸܭႝη൞ᡏύуа௓ᆅǴЎᆅύЈᔈࡌҥҁਠϐȨЎҹᆅ౛༼ᕴ߄ȩഢ

ࢗǶ

(3)Υаႝη൞ᡏϦ֋วՉϐЎҹǴ٩௤៾ϐ೚ёǴёԾՉΠၩǵቹӑٮୖԵ٬ҔǴ ӵࡺཀၴϸ٬ҔೕۓǴӢԶЇวҺՖݤࡓݾ᝼ǴନаЎᆅύЈߥӸϐচዺᔞਢ ࣁှ᠐٩ᏵѦǴ٠ஒଓزՉࣁ୏ᐒᆶݤࡓೢҺǶ

(4)ऩߚϩวჹຝ߾༤ቪȨЎҹҙፎวՉൂȩӛ៾ೢൂՏගрҙፎǴ࿶ਡ঑ࡕ຾Չ ϩวբ཰Ǵ٠аЎҹᆅ౛༼ᕴ߄ӈ߄ᆅڋǴᛝԏܭȨЎҹวՉᛝԏൂȩǶ (5)Ўҹਡ঑ࡕҗЎᆅύЈ಍΋ጓዸϦ֋วՉǴ٠ᇂ΢ȬวՉȭകǶ

(6)ႝηЎҹਡ঑ࡕҗЎᆅύЈ಍΋ጓዸϦ֋Ǵ٠ᇂ΢Ȭe วՉȭകϷ๏ϒ໶ዸጓ ဦǴаٛଵ೷ЎҹǶ

(7)રҁϷႝηЎҹচ߾а PDF ᔞਢ਱Ԅ܈ႝηᔞ਱ԄวՉϒӚ៾ೢൂՏǴӚ៾ೢ

ൂՏԾՉӈӑ੮Ӹᆅ౛Ƕ 5.ЎҹߥӸ

(1)΋໘ЎҹϷΒ໘ЎҹႧѲวՉޑ҅ԄЎҹϷइᒵ߄ൂচዺ΋ࡓҗЎᆅύЈߥ Ӹᆅ౛ǴΟ໘ЎҹϷѤ໘ЎҹҗӚൂՏЎҹᆅڋΓ঩ߥӸᆢៈᆅ౛Ƕ

(2)Ӛᜪࠔ፦ЎҹϷ߄ൂԿϿሡߥӸѤԃа΢Ǵ࿶ਡ঑ӕཀࡕωளᎍ྄ǴӵԖ੝ਸ

ೕۓќुϐǶ

(3)࿶೛ी܈ᛤკ฻ᕇளޑკ׎ႝηЎҹǴᔈݙཀځჹ೛ഢޑ٩ᒘ܄ǴаϷܰঅׯ

܄฻ୢᚒǴόёᒪᅅ࣬ᜢ೬ҹکӚᅿኧᏵǶ

(4)ЎᆅύЈܭ؂ΟДۓයഢҽǴᓯӸܭёಥᐒޑᓯӸᡏ(ӵǺቪΕԄӀᅷǵѦௗ૶

Ꮻᡏ)΢ǴځЎҹ៾ೢൂՏ߾ԾՉۓයഢҽǴаߡߏයߥӸᆅ౛Ƕ

(5)ၸයǵൔቲϐਜय़ЎҹচዺǴ٩ྣࡹ۬ᔞਢᆅ౛ϐำׇೀ౛ǴȨഢҽӀᅷȩ߾

όሡߥӸǵё೵Չᎍ྄Ƕ 6.Ўҹϐᆅ౛

(1)ࣁБߡ౜൑բ཰Ǵӵឦ౜൑ᏹբϐբ཰኱ྗǴ໪ஒЎҹ࿼ܭբ཰౜൑ǴЎҹό

٬ҔਔሡाуаᘜᔞǴόளܫܭঁΓၗ਑ϣǴҗӚൂՏЎᆅΓ঩ॄೢ׳ཥϷ௓

ᆅǶ

(2)Ўҹᆅ౛ޑൂՏ؂ъԃวՉ΋ԛځߥᆅ܌ԖϐЎҹ΋ំ߄ȨЎҹᆅ౛༼ᕴ߄ȩǴ ٮӚൂՏਡჹځ٬Ҕࢂցࣁനཥၗ਑Ƕ

(3)ҺՖΓ֡όளܭচዺЎҹ΢༡ׯ܈уຏҺՖ኱૶ǵЎӷ಄ဦǶ

(4)Ўҹᆅ౛ൂՏޑЎҹॷ᎙ᔈ༤ڀȨЎҹॷ᎙ǵࡲنҙፎൂȩǴևൂՏЬᆅਡ঑

ࡕБளܭЎҹᆅ౛ൂՏࢗ᎙Ǵऩ໪ឫᚆЎҹᆅ౛ൂՏ߾໪༤ڀȨЎҹॷ᎙ǵࡲ

نҙፎൂȩҙፎࡲنǴ࿶ᆅ౛ൂՏᆶᔕਢൂՏਡ঑БёǴ٠ܭЎҹϣЎӑԖȨୋ

ҁȩӷኬϐੌНӑǴࡲنޑЎҹѝٮୖԵϐҔǴόڙЎҹঅुඤวϷ׳ཥᆅڋǶ วՉԿਠѦޑࠔ፦Ћнᆅ౛ҭӕǶ

(5)ୖԵ܄ѦٰЎҹӵ௲ػ૽ግᖱကǵቷ୘ගٮޑמೌၗ਑฻ԜᜪЎҹǴόޔௗ٬

Ҕܭ౜൑բ཰Ǵ໻ٮୖԵҔ߾όӈΕฦ૶ᆅڋǴځၗ਑ޑԖਏ܄җӚൂՏЎᆅ Γ঩ϒаᇡۓᆶᆅ౛Ƕ

(6)ޔௗ٬Ҕܭ౜൑բ཰ޑѦٰЎҹǴӵፁғݤೕǵᔠᡍ኱ྗ฻ǴހҁऩԖ׳ཥਔ

߾җ٬ҔൂՏวЎ׳ཥǴ٠֋ޕ࣬ᜢᔈҔൂՏǶ

(7)ӚȨൂՏЎҹᆅڋΓ঩ȩჹܭ܌ᆅڋЎҹϐߕҹ(ൔ߄ǵ૶ᒵ)ᔈࡌҥȨЎҹ૶

ᒵᆅڋ߄ȩǴ૶ၩ؂ҽЎҹϐߕҹ(ൔ߄)ߥӸԃज़Ϸᎍ྄ВයǴаБߡൔ߄ǵ૶

ᒵϐᆅ౛ᆶፓ᎙Ƕ 7.Ўҹϐጓዸ

(1)ЎҹޑጓዸҗЎᆅύЈ಍΋ጓဦ୺Չᆅ౛ǴЪόளԖख़ፄޑ௃׎Ƕ (2)ӚᜪЎҹޑڋۓǵঅुځЎҹጓဦǴ֡໪٩Ўҹጓဦس಍ᆅ౛Ƕ (3)΋ǵΒǵΟ໘Ўҹጓဦس಍Ǵӵკ 6 ܌ҢǺ

ɡ ɡ

೽ߐձ Ўҹቫભ ࢬНጓဦ კ6 ΋ǵΒǵΟ໘Ўҹጓဦ

ЎҹቫભǺ

a.ࠔ፦Ћн(΋໘Ўҹ) b.ำׇਜ(Β໘Ўҹ)

c.բ཰ࡰᏤਜ(Ο໘Ўҹ) d.૶ᒵǵ߄ൂ(Ѥ໘Ўҹ)

೽ߐձǺ

ࢬНጓဦǺ٩ӚൂՏբ཰Ǵаߓ܎դኧӷጓဦǴऩӚൂՏӵԖۓက੝ਸࢬ НጓဦǴ߾٩ӚൂՏೕጄጓዸǶ

ٯӵǺጓዸȜDA1-3-001ȝ

DA1Ǻᕴ୍ೀЎਜಔǹ3 ࣁΟ໘Ўҹǹ001 ࣁࢬНጓဦ (4)Ѥ໘Ўҹጓဦس಍

Ѥ໘Ўҹࣁ૶ᒵǵ߄ൂǴค໪ΒǵΟ໘߄ҢБݤǴ໻໪ुހҁᆶЎҹጓဦ (ୖྣ΢ॊΒǵΟ໘Ўҹጓဦس಍Ǵಃ 1 ਱ѝ໪ׯࣁ 4 ໘)Ǵ߄ൂϣЎ਱Ԅคڰ ۓ኱ྗǴϣ৒ӵკ 7 ܌ҢǺ

4 ɡ ɡ

Ўҹቫભ ೽ߐձ ࢬНጓဦ კ7 Ѥ໘Ўҹጓဦ

ಃѤ࿯ ϣ೽ዽਡ

ϣ೽ዽਡޑբ཰Ǵӧ ISO9001 ܴुࣁѸाޑຑ᠘໨ҞǶϣ೽ዽਡᆶѦ೽ዽਡޑৡ ౦ǴЬाࢂҞޑόӕǺϣ೽ዽਡޑख़ᗺӧዴۓᆅ౛س಍ၲԋҞ኱ޑԖਏ܄Ǵ٠ගٮ೏

ຑ᠘ޣׯ຾ځس಍ޑᐒ཮ǹѦ೽ዽਡޑख़ᗺࢂࣁ಄ӝࡹ۬܈Ϧљޑݤೕा؃Ǵ܈ڙฦ ᒵܭᇡёޑຑ᠘ಔᙃǶᡍ᛾/ዽਡϐࠠᄊǴӵკ 8 ܌ҢǺ

კ⁸ ᡍ᛾/ዽਡࠠᄊ

ၗ਑ٰྍǺȨISO 9001:2008ࠔ፦ᆅ౛س಍ჴ୍ȩǴഋᅇෂǵશᝬ݅Ǵ2010Ǵਲ༜ѱǺ

ࣽࡌ៝ୢިҽԖज़ϦљǶ

ዽਡޑҞޑӧܭղۓᆅ౛س಍ύޑӚ໨ा؃ࢂց಄ӝೕۓϐा؃ǹղۓᆅ౛س಍

ჹܭၲԋҞ኱ޑԖਏ܄ǹගٮ೏ዽਡޣׯ຾ᆅ౛س಍ޑᐒ཮Ǵڙዽਡಔᙃёਡ঑ฦᒵ ܭᡍ᛾ӜнǶ

ዽਡޑ੻ೀࣁёჹԖཀࡌҥࠨऊᜢ߯Ϸӧࠨऊᜢޑࢎᄬϣޑٮᔈޣ຾Չຑ՗Ƕᡍ

᛾ಔᙃҁيޑᆅ౛س಍Ǵૈ࡭ុӦ಄ӝ੝ۓा؃ǴЪ΋ޔӧჴࡼǶᙁԶقϐǴዽਡό

໻ёբࣁٮᔈ୘ຑ՗ޑ΋ᅿЋࢤǴ൩ϣ೽ዽਡԶقǴ׳ё೸ၸ၀΋௛ࡼǴၲډ଼ӄϦ љᆅ౛س಍ޑԖਏၮբǶԶ٣ჴ΢Ǵऩа΢Ӛ໨ࣣૈပჴ୺ՉǴ߾ᆅ౛س಍Ѹૈᕇள ׯ຾Ƕ

ISO9001ࠔ፦ᆅ౛س಍ϐዽਡǴा؃ಔᙃᔈӧ܌ೕჄϐය໔ϣ୺Չϣ೽ዽਡǴа

،ۓࠔ፦ᆅ౛س಍ࢂց಄ӝ܌ೕჄϐӼ௨ǵҁ኱ྗϐा؃Ϸಔᙃ܌ࡌҥϐࠔ፦ᆅ౛س

಍ा؃ǴϷԖਏӦჴࡼᆶᆢ࡭ǶዽਡБਢᔈϒаೕჄǴځύाԵቾڙዽਡϐၸำϷ୔

ୱޑރݩᆶख़ा܄ǴаϷӃ߻ዽਡ่݀Ƕዽਡྗ߾ǵጄൎǵᓎ౗ϷБݤᔈϒаࣚۓǶ ዽਡ঩ϐᒦᒧᆶዽਡϐ୺ՉǴᔈዴߥዽਡၸำޑ࠼ᢀ܄ᆶϦ҅܄Ƕዽਡ঩όᔈዽځҁ يϐπբǶᔈࡌҥЎҹϯำׇǴаࣚۓೢҺᆶा؃ǴբࣁೕჄᆶ୺Չዽਡǵࡌҥइᒵ ᆶൔ֋่݀ϐҔǶዽਡᆶϷځ่݀ϐइᒵᔈϒаᆢ࡭Ƕჹڙዽਡ୔ୱॄೢϐᆅ౛໘ቫǴ ᔈዴߥ፾ਔ௦ڗҺՖѸाޑׯ҅ᆶᕖ҅௛ࡼǴа੃ନ܌ว౜ϐό಄ӝϷځচӢǶၟ໽

ࢲ୏ᔈхࡴ܌௦ڗ௛ࡼϐࢗ᛾Ϸൔ֋ࢗ᛾่݀Ƕϣ೽ዽਡࢬำӵკ 7 ܌ҢǺ

კ9 ϣ೽ዽਡࢬำკ

ၗ਑ٰྍǺȨISO 9001:2008ࠔ፦ᆅ౛س಍ჴ୍ȩǴഋᅇෂǵશᝬ݅Ǵ2010Ǵਲ༜ѱǺ

ࣽࡌ៝ୢިҽԖज़ϦљǶ

ϣ೽ࠔ፦ዽਡ߯ӛϣ೽س಍܄Ϸᐱҥ܄ϐࢗᡍǴࢗჹӚ໨ࠔ፦ࢲ୏ᆶ࣬ᜢϐԋ݀Ǵ

ࢂցᆶচӃೕჄ΋ठǴаϷೕჄࢂցԖбፏჴࡼǴЪ፾Ϫޑၲډࠔ፦Ҟ኱Ƕࣁૈӄय़ ΑှᏢਠ౜ՉϐՉࡹ୍ܺࠔ፦س಍ࢂց҅ዴჴࡼǴЪૈ፾ਔפрલѨ٠ϒаׯ๓Ǵа ᡍ᛾ࠔ፦س಍ϐԖਏ܄Ǵҁࣴزϐঁਢଛӝ ISO 9001 ࠔ፦ᆅ౛س಍ϐϣ೽ዽਡำׇ

ӵΠǺ

1.ዽਡຼයϷ៾ೢǺ

চ߾΢Ꮲਠϣ೽؂Ꮲයዽਡ΋ԛǴҗᆅ౛ж߄࿎ᏤჴࡼǶᆅ౛ж߄ܭዽਡ߻ٿ

ຼᔕۓȨϣ೽ࠔ፦ዽਡीฝ߄ȩǴഋൔᆅ౛ж߄ਡҢࡕǴϩวӚڙዽൂՏᆶዽਡΓ঩

аճଛӝჴࡼǶோ྽ᏢਠಔᙃࢎᄬԖၨε൯ࡋϐ౦୏ǵբ཰ࢬำԖܴᡉᡂ׳ǴаϷ

Չࡹ୍ܺ܈ᕉნр౜ख़ε౦தਔǴளҗΓ٣࠻ගрόۓයϐܜኬዽਡሡ؃Ǵ࿶җᆅ

౛ж߄ਡёࡕჴࡼǶ 2.ዽਡΓ঩ၗ਱Ǻ!

(1)ዽਡΓ঩ᒧۓਔᔈԵቾځ஑ߏǵྎ೯ૈΚǵჹҁਠၮբϐΑှำࡋϷҁيঁ܄

ϐଛӝރݩǶ

(2)ዽਡΓ঩ԿϿᔈௗڙѦ೽܈ϣ೽ࠔ፦س಍ዽਡ࣬ᜢ૽ግΟλਔа΢Ǵ٠ڀԖ่

཰᛾ܴ܈᠘ۓӝ਱Ƕ

(3)ዽਡΓ঩፾Һᆶցϐᇡۓᔈҗᆅ౛ж߄ᇡۓϐǴ٠ஒ፾ҺΓ঩ϐӜൂฦᒵӧ Ȩϣ೽ࠔ፦ዽਡӝ਱Γ঩ӜнȩǶ

3.ዽਡीฝϐᔕۓǺ !

(1)ۓය܄Ǻচ߾΢؂ᏢයჴࡼΌԛ(܌Ԗ໨Ҟ֡໪ᔠࢗ)Ƕ a.җᆅ౛ж߄ॄೢᔕुȨϣ೽ࠔ፦ዽਡीฝ߄ȩჴࡼϐǶ

b.ᆅ౛ж߄ᔈஒȨϣ೽ࠔ፦ዽਡीฝ߄ȩܭዽਡ߻ٿຼǴаਜय़೯ޕ೏ዽਡ࣬

ᜢൂՏǴаճځଛӝբ཰Ƕ (2)ߚۓය܄Ǻ

a.྽วғख़εࠔ፦ᡂ౦ǵಔᙃ΢Ԗख़εᡂ׳Ǵ܈Ѧ೽ዽਡ่݀Ԗख़εલѨǴځ ׯ๓௛ࡼ໪ଓᙫਔǴᔈҗᆅ౛ж߄ຎሡाᒿਔє໣ዽਡΓ঩୺Չዽਡբ཰Ƕ b.ᆅ౛ж߄ჹᖏਔє໣ϐዽਡբ཰ǴᔈܴқࡰҢటዽਡϐൂՏǵጄൎϷዽਡख़

ᗺǴаճዽਡΓ঩୺ՉዽਡπբǶ 4.ዽਡբ཰ࢬำǺ

(1)ԋҥϣ೽ࠔ፦س಍ዽਡλಔǺ

a.؂ԛ୺Չዽਡ߻Ǵᆅ౛ж߄ᔈ٩ᔕዽਡϐ೽ߐ܈фૈձǴҗϣ೽ࠔ፦س಍ዽ ਡӝ਱Γ঩Ӝнύࡷᒧ፾྽Γ঩ᏼҺǴ܈ငፎ஑཰Γ঩ଛӝჴࡼǶ

b.ᒧࢴΓ঩ਔǴᔈԵቾځዽਡϐϦ҅܄ᆶᐱҥ܄ǴዽਡΓ঩όளዽਡԾρ܌ឦ ϐ೽ߐǶ

(2)ᆅ౛ж߄ᒧр፾྽Γ঩ࡕǴᔈє໣ዽਡΓ঩Ǵє໒ᇥܴаΠ൳ᗺǺ a.ჹዽਡጄൎǵख़ᗺаϷ࣬ᜢϐբ཰ำׇ଺ᇥܴǶ

b.٩ዽਡीฝ߄଺Һ୍ϩଛǶ 5.୺ՉዽਡǺ

(1)ዽਡ߻ǴዽਡΓ঩ᔈ٣Ӄ٩ዽਡጄൎǴкϩᕕှӚ࣬ᜢำׇϷᒤݤǴ٠ᔕुȨዽ ਡࢗᔠ߄ȩǴаբࣁዽਡϐ٩ᏵǶ

(2)ዽਡ୺ՉਔǴ೏ዽਡൂՏԖက୍ӄΚଛӝዽਡΓ঩ϐӚ໨ࢗਡǴόளᙖࡺ଑

ᗉǶ

(3)ዽਡΓ঩ࢗਡਔǴᔈ٩೏ዽਡൂՏϐ࣬ᜢᒤݤϷځइᒵǵբ཰ǵ೛ഢ฻࣬ᜢ٣

୍ࢗਡࢂց಄ӝೕۓǶ

(4)ዽਡΓ঩୺ՉዽਡਔǴᄊࡋᔈ϶๓ǵҥ൑ᔈϦ҅ǵόץຑǵόݾፕǴว౜ϐલ Ѩ٣໨ځղۓᔈԖ٩ᏵǶ

(5)ࣁᗉխόѸाϐݾፕǴዽਡΓ঩ᔈܭ٣߻ᕕှ࣬ᜢϐբ཰ᒤݤǴаעඝዽਡख़ ᗺǶ

(6)ዽਡΓ঩ᔈஒ΢ԛѦ೽ዽਡϐલᗺǴ଺ࣁҁԛዽਡख़ᗺϐ΋Ƕ

(7)ዽਡΓ঩ჹዽਡਔϐܜኬǴᔈЬ୏ा؃܌ሡዽਡϐΓǵ٣ǵނǴԶߚ೏୏ࢗਡǶ 6.લᗺൔ֋Ǻ

(1)ዽਡΓ঩ᔈஒว౜ό಄ӝೕۓϐ٣ჴǴ໒ҥȨϣ೽ዽਡલѨׯ๓ൔ֋ȩǶ (2)લѨϐ૶ᒵᔈᏃёૈעวғϐൂՏϷ܌ੋϷϐЎҹǵЎဦǵइᒵӜᆀǵሺᏔ܈

೛ഢӜᆀጓဦϷځд࣬ᜢό಄ӝೕۓϐ٣ჴඔॊమཱǴаճВࡕϐׯ๓ଓᙫǶ (3)લѨൔ֋ᔈҗೢҺൂҺ༤ቪচӢϩ݋Ϸׯ๓ʏႣٛჹ฼ǴዽਡΓ঩Ϸ೏ዽਡൂ

Տҭᔈᛝ࿿ǴаҢᇡӕځલѨϣ৒Ƕ 7.ᕖ҅ൂՏୢᚒׯ๓ൔ֋Ǻ

(1)લѨวғൂՏ໪ჹલᗺୢᚒϒаᔠ૸ׯ๓Ǵ٠ዴᇡᕖ҅ʏႣֹٛԋයज़ࡕǴ༤ ቪܭϣ೽ዽਡલѨൔ֋߄ϐׯ๓ʏႣٛჹ฼ឯϣǴଌӣᆅ౛ж߄Ƕ

(2)ׯ๓ଓᙫǺ

a.ᆅ౛ж߄܈ࡰۓዽਡΓ঩Ǵᔈ٩લѨൂՏׯ๓යज़Ǵϒаዴᇡځׯ๓่݀Ƕ b.ዴᇡࡕǴᔈஒ่݀૶ᒵӧȨϣ೽ዽਡલѨׯ๓ൔ֋ȩǶ

8.इᒵӸᔞǺ

٩ȨЎҹᆶၗ਑ᆅڋբ཰ำׇȩᒤ౛Ƕ 9.ᆅڋำׇǺ

ᆅڋำׇ࿶Չࡹ཮᝼೯ၸǴഋਠߏਡۓࡕჴࡼǴঅ҅ਔҭӕǶ

ಃϖക ࣴز่݀ᆶว౜

ಃ΋࿯ ISO చЎᆒઓܭ௲ػՉࡹޑ፾Ҕ܄

Ҟ߻୯ϣ௢୏ ISO9001 ࠔ፦ᆅ౛س಍ϐᡍ᛾ӭୃख़ӧᇙ೷཰Ϸ୍ܺ཰Ǵӧ௲ػܺ

୍཰ឦཱུϿኧǶԶ ISO9001 ኱ྗచЎޑҔᇟၨୃӛܭᇙ೷཰ᆶ୍ܺ཰ǴऩाҔܭ௲ػ ՉࡹǴځచЎޑཀࡘ၀ӵՖ၍ញωૈຠϪܴқǴҁࣴز٩Ᏽঁਢჴሞ௢୏ޑၸำᆶ่

݀Ǵஒ ISO9001 ኱ྗచЎуаᙯඤ௶ॊǴа؃፾Ҕܭ௲ػՉࡹ΢ǶځҔᇟᙯඤჹྣ߄Ǵ ӵ߄ 3 ܌ҢǺ

߄ 3

ISO9001చЎᙯඤ௲ػՉࡹҔᇟჹྣ߄

ISO9001చЎ ௲ػՉࡹҔᇟ

0 ᙁϟ Ꮲਠᙁϟ

1፾Ҕጄൎ ҙፎᡍ᛾ޑጄൎ

2ЇҔ኱ྗ ҙፎᡍ᛾ޑ୯ሞ኱ྗ

3Ӝຒᆶۓက ៝࠼ǺᏢғǵᏢғৎߏϷ௲ػЬᆅᐒᜢǹౢࠔ/୍ܺǺ ᏢਠޑᏢಞीฝᆶᏢಞၸำޑගٮǶ

4.1΋૓ा؃ Չࡹ୍ܺ٩ ISO9001 ኱ྗϐा؃ࡌҥЎҹϯǴаჴ

ࡼϷᆢ࡭ࠔ፦ᆅ౛س಍٠࡭ុׯ๓ځԖਏ܄Ƕ 4.2.1Ўҹϯा؃ཷॊ ՉࡹൂՏ٩ځ៾ೢᆶ܌ගٮϐ୍ܺࢬำǴаЎҹϯ

БԄࡌҥǵ୺ՉϷᆢ࡭س಍ϐၮբǴ٠࡭ុׯ๓ځ Ԗਏ܄Ƕ

4.2.2ࠔ፦Ћн Ꮲਠ٩ ISO9001 ኱ྗϐा؃Ǵࡌҥکᆢ࡭ࠔ፦Ћ нǴຎࣁᆅڋ܄ЎҹуаᆅڋǶ

4.2.3Ўҹᆅڋ ࡌҥȨЎҹᆶइᒵᆅ౛ำׇȩаᆅڋᏢਠЎҹǵϦ Ўᆅڋϐբ཰БԄǴаճᏢਠӚᅿڋࡋǵᆅ౛ೕۓ ϐ௓ᆅǶ(Ўҹϯ)

4.2.4इᒵᆅڋ ࡌҥȨЎҹᆶइᒵᆅ౛ำׇȩբࣁइᒵ੮Ӹϐᆅ౛

٩ᏵǴ٠Ҕ፾྽ޑᘜᔞᆶ᛽ձБԄǴᗉխᒪѨǴЪ

ܰܭڗ᎙Ƕ(Ўҹϯ)

5.1ᆅ౛໘ቫ܍ᒍ Ꮲਠଯቫჹว৖Չࡹ୍ܺࠔ፦ᆅ౛س಍ޑ܍ᒍǴጓ ڋȨࠔ፦ЋнȩೕჄࠔ፦ᆅ౛س಍ޑࡌҥǵჴࡼǴ аϷԖਏ࡭ុׯ๓ޑࠔ፦܍ᒍǶ

5.2៝࠼ࣁख़ ᏢਠଯቫϷӚൂՏЬᆅᔈΚ؃ගଯᏢғޑᅈཀࡋǴ ᔈ೛ҥᏢғᅈཀࡋᑽໆբ཰БݤǶ

5.3ࠔ፦ࡹ฼ ਠߏ୷ܭಔᙃҞ኱ᔕۓࠔ፦ࡹ฼Ǵ٠٬ӚൂՏӕϘ Αှаճ୺Չǵ໒৖ᒤᏢԖᜢࢲ୏Ƕ

߄ 3(ុ)

ISO9001చЎ ௲ػՉࡹҔᇟ

5.4.1ࠔ፦Ҟ኱ നଯᆅ౛໘ቫᔈዴߥ࣬ᜢൂՏࡌҥࠔ፦Ҟ኱Ǵ܌ࡌ ҥޑࠔ፦Ҟ኱ᔈૈڐշࠔ፦ࡹ฼ϐၲԋǶ

5.4.2ࠔ፦ᆅ౛س಍ೕჄ ᙖҗȨࠔ፦Ћнȩ຾Չࠔ፦ᆅ౛س಍ϐೕჄǴаᅈ ىᏢਠࠔ፦Ҟ኱Ϸ ISO9001 ኱ྗޑा؃Ǵӕਔዴߥ Չࡹ୍ܺࠔᆅس಍ϐֹ᏾܄ᆶԖਏ܄Ƕ

5.5.1ᙍೢᆶ៾ज़ Չࡹ୍ܺࠔᆅس಍ᔈዴߥᏢਠಔᙃس಍ૈ୔ϩӚൂ

Տಔᙃᙍ៾ǴЪᆢៈӚൂՏಔᙃകำޑԖਏ܄Ƕ 5.5.2ᆅ౛໘ቫж߄ ਠߏࡰࢴᆅ౛໘ቫΓ঩ࣁᆅ౛ж߄Ǵ٠Չ٬ځೢҺ

ک៾ज़Ƕ

5.5.3ϣ೽ྎ೯ ਠߏϷᆅ౛ж߄ᔈ೸ၸՉࡹ୍ܺࠔ፦س಍ࡌҥǵ୺

ՉޑၸำǴճҔ཮᝼ǵϦ֋฻БԄǴ٬Ӛ໨ڋࡋޑ ᕮਏᆶा؃ϐૻ৲ྎ೯໩ᄣǶ

5.6.1ᆅ౛ቩࢗཷॊ ڋۓ࣬ᜢᒤݤ٠ॄೢє໒ᆅ౛ቩࢗ཮᝼܈຾Չᆅ౛

ቩࢗǴቩࢗࠔ፦س಍ϐၮբᕮਏǶ

5.6.2ቩࢗᒡΕ ࠔ፦ᆅ౛س಍୺Չރݩᔠ૸཮ϐ૸ፕ٣໨Ƕ 5.6.3ቩࢗᒡр ࠔ፦ᆅ౛س಍୺Չރݩᔠ૸཮ϐ،᝼ᆶ௛ࡼǶ 6.1ၗྍޑගٮ ᏢਠѸ໪ዴᇡӚ໨Չࡹၮբ܌ሡϐၗྍૈڐշֹԋ

Ӛ໨ࠔ፦ၮբǴаճගଯ࠼ЊᅈཀࡋǶ

6.2.1ΓΚၗྍཷॊ ࡌҥ࣬ᜢำׇǴ٬௲ᙍ঩π֡ૈയҺځπբǴ٠ό ᘐගϲન፦Ƕ

6.2.2ૈΚǵ૽ግᆶᇡޕ Γ٣࠻ᆶӚൂՏଛӝǴࡌҥ௲ᙍ঩ϐૈΚ᠘ձϷග ϲբ཰Ǵаዴߥ௲ᙍ঩πϐ፾ӝำࡋǶ

6.3୷ᘵ೛ࡼ ࡌҥᒤݤаዴߥᏢਠ௲Ꮲ೛ഢᆶᕉნ಄ӝ௲ᏢՉࡹ

ࠔ፦ሡ؃Ǵዴߥ୷ᘵ೛ࡼᆢ࡭ܭ൐ҔރᄊǶ

6.4πբᕉნ Ꮲਠሡዴߥ௲ػ୍ܺޑٮᔈǴх֖๱ᕉნϐࡌҥϷ ᆢ࡭Ԗշܭ಄ӝᏢғा؃ޑᕉნǶ

7.1ౢࠔჴ౜ޑೕჄ Ꮲਠ٩ࠔ፦Ҟ኱Ǵᔕۓ୍ܺჴ౜ޑࠔ፦ीฝǴዴᇡ

ा؃ޑၸำǴ٠ϒаᔠ૸Ǵаߡၲԋࠔ፦Ҟ኱Ƕ 7.2.1ౢࠔ࣬ᜢሡ؃ޑ،ۓ ᏢਠගٮᏢғԖ׎ǵค׎Ϸ࠼ᇙϯޑ୍ܺǶ

7.2.2ౢࠔ࣬ᜢሡ؃ޑቩࢗ ڋु࣬ᜢܕғբ཰ࢬำǴаቩࢗᏢಞ࣬ᜢޑा؃Ƕ

྽Ꮲಞሡ؃ᡂ׳܈௲ػЬᆅᐒᜢԖᏢಞ࣬ᜢा؃Ǵ ٩ȨЎҹᆶइᒵᆅ౛ำׇȩঅ҅ᆶᆢ࡭Ƕ

7.2.3៝࠼ྎ೯ Ꮲਠ೸ၸᆛၡϦ֋ǵڋु࣬ᜢܕғբ཰ࢬำǵࡌҥ ҙນϷཀـϸࢀᐒڋ฻ᒤݤǴჴࡼᆶᏢғޑྎ೯Ƕ 7.3.1೛ीᆶ໒วೕჄ --

7.3.2೛ीᆶ໒วᒡΕ -- 7.3.3೛ीᆶ໒วᒡр -- 7.3.4೛ीᆶ໒วቩࢗ -- 7.3.5೛ीᆶ໒วᡍ᛾ -- 7.3.6೛ीᆶ໒วዴᇡ --

߄ 3(ុ)

ISO9001చЎ ௲ػՉࡹҔᇟ 7.3.7೛ीᆶ໒วᡂ׳ --

7.4.1௦ᖼၸำ ௲ػ୍ܺޑ௦ᖼၸำѸ໪ຑ՗Ǵх֖᠘ձሡ؃ޑջ ਔǵԖਏϷྗዴ܄Ǵ٠٩ೕ਱௦ᖼǶٮᔈ୘ޑᒧ᏷

ᆶຑ՗ा಄ӝ௲ػಔᙃޑा؃Ϸ౜ՉݤೕǶ

7.4.2௦ᖼၗૻ ௦ᖼၗૻѸ໪፾ϪӦඔॊ܌௦ᖼ௲ػ୍ܺޑሡ؃Ǵ аዴߥ௦ᖼૈ಄ӝ௲ػಔᙃޑሡ؃ǴЪ໪ᆶٮᔈ୘

ࡌҥԖਏޑྎ೯ᆅၰǶ

7.4.3௦ᖼౢࠔޑࢗ᛾ ௦ᖼޑ௲ػౢࠔ܈୍ܺǴ٩࣬ᜢᒤݤ୺ՉຑሽǴа ዴߥૈᅈى੝ۓ௦ᖼޑा؃Ƕ

7.5.1ғౢᆶ୍ܺٮᔈϐᆅڋ ਠߏೢԋፐำہ঩཮ǵӚᏢଣ/س܌ޑፐำہ঩཮ࣚ

ۓ᏾ᡏ௲ᏢࣽҞǵЬᚒϷёௗڙ௲ᏢБݤǶΨ໪ڋ ۓӚᅿόӕޑǵёௗڙޑෳໆБݤǴа،ۓࢂց಄

ӝᏢಞҞ኱Ƕ௲ػಔᙃᔈዴߥၸำޑᆅڋǶ 7.5.2 ғౢᆶ୍ܺٮᔈࢬำϐ

ዴᇡ

ፐำہ঩཮ࣚۓ᏾ᡏ௲ᏢࣽҞǵЬᚒϷёௗڙ௲Ꮲ БݤǶΨ໪ڋۓӚᅿόӕޑǵёௗڙޑෳໆБݤǴ а،ۓࢂց಄ӝᏢಞҞ኱Ƕ

7.5.3᠘ձᆶଓྉ ௲ػЬᆅᐒᜢჹᏢғޑᏢᝤा؃ڀԖଓྉ܄ǴᏢਠ ё೸ၸ௲ᏢՉႝတس಍Ϸҙൔ௲ػ೽ޑၗ਑ڋुک इᒵ௲ػ୍ܺޑᐱ੝܄᠘ձکଓྉǶ

7.5.4៝࠼଄ౢ ࡌҥ࣬ᜢᒤݤаዴߥᏢғӧຏн/ΕᏢය໔܌ٮޑ

଄ౢǴх֖ඵች଄ౢϷঁΓၗ਑Ƕ

7.5.5ౢࠔޑٛៈ ዴߥՐਠғ࣬ᜢ୍ܺϷਠ༜ӼӄǵπբϷᏢಞᕉნ ϐٛៈǶ

7.6ᅱෳᆶໆෳ೛ഢޑᆅڋ ଛӝ௲ػЬᆅᐒᜢࡌҥԖਏෳ၂܈ᏢғᏢಞຑໆπ ڀǶᅱ௓ᆶໆෳᔈӧ௤ፐය໔ჴࡼǴаዴߥ಄ӝᏢ ಞीฝǵፐำϷ௲Ꮲीฝޑा؃Ƕ

8.1ໆෳǵϩ݋کׯ๓ཷॊ Ꮲਠࡌҥϐᅱ࿎ᆶໆෳޑ่݀ᆅ౛ᒤݤǴёаҔٰ

᠘ձࠔᆅس಍Ϸ௲ػၸำޑׯ๓ጄൎǶ

8.2.1៝࠼ᅈཀࡋ Ꮲਠڋۓ࣬ᜢᒤݤǴۓයᅱ௓ᏢғᅈཀࡋǴаዴߥ ᏢғჹᏢਠගٮޑ௲ػ୍ܺૈᅈىځයఈޑགڙำ ࡋǶ

8.2.2ϣ೽ዽਡ ڋۓȨዽਡᆅڋำׇȩǴ٩Ᏽዽਡीฝ୺Չϣ೽ዽ ਡǴаຑ՗ࠔᆅس಍ᆶ௲ػၸำޑᕮਏǴዽਡਔᔈ

ࢗ᛾܌ࡌҥ௲ػၸำБݤϐ٬ҔǶ(Ўҹϯ)

8.2.3ࢬำޑᅱ࿎ᆶໆෳ Ӛೀ࠻ᔈुۓࠔ፦Ҟ኱Ǵаଞჹ୺Չᆅ౛Ϸගٮ௲ ػ୍ܺϐၸำޑᕮਏᆶԖਏ܄຾Չໆෳᆶᅱ࿎Ǵჹ Ьा௲ػၸำ܈Ѝජ܄௲ػၸำޑໆෳǴᔈӧჴ౜

ޑ፾྽໘ࢤ୺ՉǶ