itil学习资料之—：如何构建sla.pdf

ISO9000:2000(E)
Quality management systems – Fundamentals and vocabulary
1 Scope
This International Standard describes fundamentals of quality management systems, which form the subject of the ISO 9000 family, and defines related terms.
This International Standard is applicable to the following:
a) organizations seeking advantage through the implementation of a quality management system;
b) organizations seeking confidence from their suppliers that their product requirements will be satisfied;
c) users of the products;
d) those concerned with a mutual understanding of the terminology used in quality management (. suppliers, customers, regulators);
e) those internal or external to anization who assess the quality management system or audit it for conformity with the requirements of ISO 9001 (. auditors, regulators, certification/registration bodies);
f) those internal or external to anization who give advice or training on the quality management system appropriate to anization;
g) developers of related standards.
2 Fundamentals of quality management systems
Rationale for quality management systems
Quality management systems can anizations in enhancing customer satisfaction.
Customers require products with characteristics that satisfy their needs and expectations. These needs and expectations are expressed in product specifications and collectively referr