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- AS9120B质量管理体系航空航天和防务分销商的要求5.1.2以顾客为关注焦点
5.1领导作用和承诺
5.1.2、以顾客为关注焦点
最高管理者应通过确保以下方面,证实其以顾客为关注焦点的领导作用和承诺:
a)确定、理解并持续地满足顾客要求以及适用的法律法规要求;
b)确定和应对风险和机遇,这些风险和机遇可能影响产品和服务合格以及增强顾客满意的能力;
c)始终致力于增强顾客满意。
d)产品和服务的符合性和及时交付业绩应得到测量,如果期望的结果不能或将不能实现时,应采取适当的措施。
5.1.1、Customer Focus
Top management shall demonstrate leadership and commitment with respect to customer focus by ensuring that:
a. customer and applicable statutory and regulatory requirements are determined, understood, and consistently met;
b. the risks and opportunities that can affect conformity of products and services and the ability to enhance customer satisfaction are determined and addressed;
c. the focus on enhancing customer satisfaction is maintained;
d. product and service conformity and on-time delivery performance are measured and appropriate action is taken if planned results are not, or will not be, achieved.