.......................................................................................................................................................................................... 3
1. ............................. 5
1.1. .............................................................................................................................................................. 5
1.2. ................................................................................................................................ 8
1.3. ............................................................................................................................ 10
2. ................................................................... 12
2.1. .......................................................................................... 12
2.2. ............................................................... 17
2.3. ..................................................................................................... 20
........................................................................................................................................................................................ 27
1 2 .................................................................................................................... 27
3. ...................................................... 28
3.1. .................................................................................................................................. 28
3.2. .......................................................................................................................................................... 35
3.3. ....................................... 36
3.4. ................................................................................ 38
3.5. ....................................................................................................................................................... 39
3.6. ......................................................................................................................................... 44
........................................................................................................................................................................................ 46
.................................................................................................................................................. 46
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4. ............................................. 47
4.1. ......................................... 47
4.2. ............................................................................................................................................. 50
4.3. ................................................................................................................................................ 51
........................................................................................................................................................................................ 52
.................................................................................................................................................. 52
5. ....................................................................... 52
5.1. ..................................................................................................................... 52
5.2. ........................................................................................................ 56
5.3. ................................................................................ 62
5.4. ......................................................................................................... 65
........................................................................................................................................................................................ 67
.................................................................................................................................................. 68
6. ............................................................ 68
6.1. ............................................................... 68
6.2. ........................................................... 73
6.3. ........................................................................................... 79
6.4. ............................................................................................................................... 90
6.5. ..................................................................................... 91
........................................................................................................................................................................................ 92
7. ................................................................................................................................................................................................................. 93
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7.1. ...................................................................................................................................... 93
7.2. .............................................................................................................................. 95
7.3. .................................................................................................................................................. 96
7.4. ..................................................................................................................................................... 98
7.5. , , ............................. 100
...................................................................................................................................................................................... 103
6 7 .................................................................................................................. 103
..................................................................................................................................... 105
.............................................................................................................................................................. 106
........................................ 108
: ....................................................................................... 115
ISO 9000 ................................................................... 124
ISO-9000: ?............................................................................................................................................. 128
ISO 9000.................................................................................................................................. 136
................................................................................................................. 137
................................................................................................................... 147
........................................................................... 154
............................................................................ 155
...................................................................... 179
..................................................................................................................................................... 194
" " ....................................................................................... 201
............................................................................ 207
............................................................................ 225
: 9000 244
ISO 9001:1994............................................................. 250
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