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.