4.2 Sustained success
The organization can achieve sustained success by consistently meeting the needs and expectations of itsinterested parties, in a balanced way, over the long term.
An organization's environment is ever-changing and uncertain, and to achieve sustained success its topmanagement should
have a long-term planning perspective,
constantly monitor and regularly analyse the organization's environment,
identify all its relevant interested parties, assess their individual potential impacts on the organization's performance, as well as determining how to meet their needs and expectations in a balanced way,
continually engage interested parties and keep them informed of the organization's activities and plans,
establish mutually beneficial relationships with suppliers, partners and other interested parties,
make use of a wide variety of approaches, including negotiation and mediation, to balance the often competing needs and expectations of interested parties,
identify associated short and long-term risks and deploy an overall strategy for the organization to mitigate them,
anticipate future resource needs (including the competences required of its people),
establish processes appropriate to achieving the organization's strategy, ensuring that they are capable of responding quickly to changing circumstances,
regularly assess compliance with current plans and procedures, and take appropriate corrective andpreventive actions,
ensure that people in the organization have opportunities for learning for their own benefit, as well as for maintaining the vitality of the organization, and establish and maintain processes for innovation and continual improvement.
4.2持续成功
组织可以通过在一个较长的时间区间内,通过平衡的方式,持续实现其利益相关方的需求和期望来实现持续成功。组织的环境是多变并且不确定的,为实现持续成功,最高管理者应当:
制定长远的规划
持续监测并定期分析组织的环境
识别出所有的利益相关方,评估其个体对组织业绩的潜在影响的大小,确定如何以平衡的方式满足其要求和期望。
与利益相关方保持接触,并随时让其了解组织的活动和计划。
与供方、合作伙伴和其他利益相关方建立互利的关系。
运用广泛的手段,包括谈判和调节去平衡那些来自利益相关方的经常互相冲突的要求和期望
识别所有相关的短期和长期风险,并为组织建立全面的战略去减低风险
预测未来的资源需求(包括其所需要的权限)
确立组织实现战略所需的过程,确保其能够迅速起效去改变环境。
定期评估目前的计划和程序的情况,并采取适当的纠正和预防行动
确保组织的成员有机会为改善个人境遇和保持组织的活力而进行学习
建立和保持组织创新和持续改进的过程。
4.3 The organization's environment
An organization's environment will be undergoing change continually, regardless of its size (large or small), its
activities and products, or its type (for profit or not-for-profit); consequently this should be monitored constantly
by the organization. Such monitoring should enable the organization to identify, assess and manage the risks
related to interested parties, and their changing needs and expectations.
Top management should make decisions for organizational change and innovation in a timely manner in order
to maintain and improve the organization's performance.
NOTE For more information on risk management, see ISO 31000.
4.3 组织的环境
组织的环境将会经常经历变化,无论其规模(大或小),他的活动和产品,或其类别(营利或非营利);因此应当持续监测组织的环境。这样的检测确保组织能够识别、评估和管理与利益相关方有关的风险,和其变化的要求和期望。最高管理者应当定期就组织的改变和创新做出决定,以保持和提升组织的业绩。
注:有关风险管理的更多信息请参阅ISO31000
4.4 Interested parties, needs and expectations
Interested parties are individuals and other entities that add value to the organization, or are otherwise interested in, or affected by, the activities of the organization. Meeting the needs and expectations of interested parties contributes to the achievement of sustained success by the organization.
In addition, the needs and expectations of individual interested parties are different, can be in conflict with
those of other interested parties, or can change very quickly. The means by which the needs and expectations
of interested parties are expressed and met can take a wide variety of forms, including collaboration,
cooperation, negotiation, outsourcing, or by terminating an activity.
Table 1 — Examples of interested parties and their needs and expectations
Interested party Needs and expectations
Customers Quality, price and delivery performance of products
Owners/shareholders Sustained profitability
Transparency
People in the organization Good work environment
Job security
Recognition and reward
Suppliers and partners Mutual benefits and continuity
Society Environmental protection
Ethical behaviour
Compliance with statutory and regulatory requirements
NOTE Although most organizations use similar descriptions for their interested parties (e.g. customers,
owners/shareholders, suppliers and partners, people in the organization), the composition of those categories can differ
significantly over time and between organizations, industries, nations and cultures.
4.4利益相关方,需求和期望
利益相关方是为组织带来利益的一些个人或者实体,或者对组织感兴趣,或者受到组织活动的影响。满足其要求和期望有助于实现组织的持续成功
单个的利益相关方的要求和期望是不同的并可能与其他利益相关方的要求和期望相矛盾,或者迅速改变。为了使相关方的要求和期望得到表达和满足,组织可以采取非常广泛的形式包括协作,合作,谈判,外包,或终止活动。