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科罗拉多大学管理学教授道格拉斯·海恩斯勒博士(Dr.Douglas A.Hensler)和悉尼科技大学的凯文·福利教授(Prof.Kevin J.Foley)共同在第十届 ISO9000与 TQM 国际会议暨第五届上海国际质量研讨会上发表了论文“ISO与系统性管理”。文中提出系统性管理(Meta Management)的观点:以利益相关方为核心,而不是单纯以竞争者或顾客为关注焦点。据此分析了 ISO9004:2000的适用性与不足,建议 ISO 在修订 ISO9004:2000时,能够融入系统性管理的思想和方法,以便使管理者基于可靠的理论和实证依据,整合多类学科知识,并按统一标准和方式进行管理,为企业开辟一条追求卓越的新途径。
Dr. Douglas A. Hensler, a professor of management at the University of Colorado, and Prof. Kevin J. Foley, University of Technology, Sydney, jointly presented the 10th International Symposium on ISO9000 and TQM The 5th Shanghai International Quality Symposium published a paper entitled “ISO and Systematic Management”. The paper proposes a meta-management perspective: Focusing on stakeholders instead of focusing solely on competitors or customers. Based on the analysis of the applicability and insufficiency of ISO9004: 2000, it is suggested that ISO can integrate the thoughts and methods of systematic management when it revised ISO9004: 2000 so as to enable managers to integrate multi-disciplinary knowledge based on reliable theoretical and empirical evidence, And according to the unified standards and methods of management, for enterprises to open up a new way to strive for excellence.