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. 确定和应对能够影响产品和服务的符合性以及增强顾客满意能力的风险和机遇；

c. 始终致力于增强顾客满意。

d.产品符合性和及时交付表现被测量，如果策划的结果不能或将不能达到时，应当采取适当的措施。

5.1.2、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.