7 Support of the service management system 支持服务管理体系(SMS)/7.2 Competence 能力

The organization shall:
组织应:

a) determine the necessary competence of persons doing work under its control that affects the performance and effectiveness of the SMS and the services;
a) 确定在组织控制下从事会影响服务管理体系(SMS)和服务绩效和有效性的工作人员的必要能力;

b) ensure that these persons are competent on the basis of appropriate education, training or experience;
b) 确保上述人员在适当的教育、培训或经验的基础上能够胜任其工作;

c) where applicable, take actions to acquire the necessary competence and evaluate the effectiveness of the actions taken;
c) 适用时,采取措施以获得必要的能力,并评估所采取措施的有效性;

d) retain appropriate documented information as evidence of competence.
d) 保留适当的文件化信息作为能力的证据。

NOTE Applicable actions can include, for example: the provision of training to, the mentoring of, or the reassignment of currently employed persons; or the hiring or contracting of competent persons.
注,适用的措施可包括,例如针对现有雇员提供培训、指导或重新分配;或者雇佣或签约有能力的人员。

【标准理解】

(1)组织应识别服务有关的关键岗位(会影响服务管理体系(SMS)和服务绩效和有效性的工作人员),包含外包人员。

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