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Qun tr cht lng

.., thng nm .

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Cht lng l tp hp cc tnh cht ca sn phm, cha ng mc thch ng ca n tho mn nhng nhu cu nht nh theo cng dng ca n vichi ph x hi cn thit

v.v...Nhng quan nim mc tho mn, mc ph hp, mc thch ng.......

cho n thi im ny n vn tng i tho mn nhng yu cu ca khi nim

Cht lng sn phm (CLSP).Mc d c nhiu nh ngha khc nhau v CLSP, nhng trong iu kin kinht th trng, khi doanh nghip phi bn ci m th trng cn th doanh nghip nnng gic ngi tiu dng, khch hng, gic ca th trng ni chung quan nim v CLSP.

Chng ta c th a ra mt nh ngha v CLSP nh sau:Cht lng sn phm l tng hp nhng ch tiu, nhng c trng ca sn

phm th hin mc tho mn nhng nhu cu trong nhng iu kin tiu dng xcnh.

nh ngha ny gn tng t nh ngha ca ISO (International SystemOrganization for standardization).

Trong nn kinh t th trng, cc tc gi phng Ty quan nim CLSP c vaitr cc k to ln, khi mun ni ln khi nim v CLSP h nu bt ci c bn chtlng cui cng m ngi sn xut v ngi tiu dng mun t ti l s ph hpvi yu cu; Philip B.Crosby vit Cht lng l s ph hp vi yu cu

n y, chng ta u xc nhn rng c th nhn nhn CLSP theo hai quanim ln:

+ Quan im k thut: hai sn phm c cng cng dng chc nng nhnhau, sn phm no c tnh cht s dng cao hn th c coi l c cht lng cao

hn. + Quan im kinh t: iu quan trng khng phi ch l cc tnh cht s dngm ch sn phm tho mn nhu cu mc no.

Tm li:Vic nng cao CLSP phi c xem xt mt cch tng hp di quan nim

Kinh t - K thut. Kh nng ci tin k thut, nng cao cht lng sn phm lkhng gii hn nhng chi ph b sung cho vic nng cao CLSP l c gii hn nnta cn phi chn im dng hp l.

2.c im ca cht lngCht lng c nhng c im c bn sau:+ Cht lng c th p dng cho mi thc th, c th l sn phm, mt

hot ng, mt qu trnh, mt t chc hay c nhn.+ Cht lng sn phm l mt tp hp cc ch tiu, nhng c trng th hin

tnh nng k thut hay gi tr s dng ca sn phm. Khng th ni ti cht lngca Diezen ca t ch l cng sut, ti trng qu mc tiu th, tin cy, tui thca ng c.....

+ Cht lng sn phm phi c th hin trong tiu dng, s dng, xem xtsn phm tho mn ti mc no ca yu cu th trng c v mt gi tr s dng

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v v mt gi tr. Ngi tiu dng khng d g mua mt sn phm vi bt c gino.

+ Cht lng sn phm gn lin vi iu kin c th ca nhu cu ca thtrng v mt kinh t k thut, x hi v phong tc. Phong tc tp qun ca mtcng ng c th ph nh hon ton nhng th m ta cho l c cht lng, c

gi tr s dng cao.

3. M hnh cht lng tng hpTho mn nhu cu

Giao hng Ga c

Dch v

Cht lng ngha l tha mn nhu cu v cht lng khng ch nm trongsn phm/dch v m c qu trnh bao gm cc yu t: gi c, dch v, giao hng(k c dch v sau giao hng)

III. CHI PH CHT LNG1. Khi nim sn xut mt sn phm c cht lng , chi ph t c cht lng

phi c qun l mt cch hiu qu. Nhng chi ph chnh l thc o s cgng v cht lng. S cn bng gia hai nhn t cht lng v chi phl mc tiuch yu ca mt ban lnh o c trch nhim.

Theo ISO 8402, chi ph cht lng l ton b chi ph ny sinh tin chcv m bo cht lng tha mn cng nh nhng thit hi ny sinh khi cht lngkhng tha mn.

2. Phn loiTheo tnh cht, mc ch ca chi ph, chng ta c th phn chia chi ph cht

lng thnh 3 nhm :- Chi ph sai hng, bao gm chi ph sai hng bn trong v chi ph sai hng

bn ngoi.- Chi ph thm nh- Chi ph phng nga

a. Chi ph sai hngChi ph sai hng bn trong* Lng phTin hnh nhng cng vic khng cn thit, do nhm ln, t chc km,

chn vt liu sai,v.v. cc nh my, x nghip, s lng ph trong cc hot ng thng ngy

thng b b qua hay t c quan tm ng mc nn thng kh trnh khi. Tuy

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loi hnh sn xut kinh doanh khc nhau, nhng c 7 loi lng ph ph bin thnggp :

-Lng ph do sn xut tha: pht sinh khi hng ha c sn xut vt qunhu cu ca th trng khin cho lng tn kho nhiu, ngha l :

+ Cn mt bng ln bo qun+ C nguy c li thi cao

+ Phi sa cha nhiu hn nu c vn v cht lng.+ Nguyn vt liu, sn phm xung cp.+ Pht sinh thm nhng cng vic giy t.+ Sn xut trc thi biu m khng do khch hng yu cu cng sinh

lng ph kiu ny. Hu qu l cn nhiu nguyn liu hn, tn tin tr cng chonhng cng vic khng cn thit, tng lng tn kho, tng khi lng cng vic,tng din tch cn dng v tng thm nhiu nguy c khc.

- Lng ph thi gian: loi lng ph ny rt thng gp trong nh my vnhiu ni khc nhng rt nhiu khi chng ta li xem thng chng.

Ngi ta thng chia lm 2 loi chm tr: bnh thng v bt thng.Chm tr bnh thng : ch yu xut hin trong qui trnh sn xut v t c

nhn thy. V d cng nhn phi ch i khi my hon thnh mt chu k sn xut,trong khi thay i cng c hay c cu li sn phm.

Chm tr bt thng : ny sinh t xut v thng d nhn thy hn loitrn. V d, i ai , i v my hng, nguyn vt liu n chm.

Cc nguyn nhn ca lng ph thi gian l :+ Hoch nh km, t chc km.+ Khng o to hp l+ Thiu kim tra

+ Li bing+ Thiu k lutNu c thc hn v hiu bit hn v lng ph kiu ny v t chc hnh

ng ngay thay i s gip chng ta ci tin c cc k nng gim st v qunl. Bng cch sp xp tin hnh nhiu nhim v cng mt lc, chng ta c th gimc thi gian ch i.

- Lng ph khi vn chuyn: Trong thc t, s vn chuyn hay di chuyn mith mt cch khng cn thit, x l lp li cc chi tit sn phm...cng l lng phdo vn chuyn.

-Lng ph trong qu trnh ch to: Lng ph trong qu trnh ch to ny sinht chnh phng php ch to v thng tn ti trong qu trnh hoc trong victhit k sn phm v n c th c xa b hoc gim thiu bng cch ti thit ksn phm, ci tin qui trnh. V d :

+ Thng qua vic ci tin thit k sn phm, my ch in t c t b phnhn my ch c hc.

+ H thng m vch dng y mnh thng tin v my thu ngn t ngdng x l cc giao dch ti chnh.

-Lng ph kho: Hng tn kho qu mc s lm ny sinh cc thit hi sau :

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+ Tng chi ph.+ Hng ha b li thi+ Khng m bo an ton trong phng chng chy n+ Tng s ngi phc v v cc cng vic giy t lin quan+ Li sut+ Gim hiu qu s dng mt bng.

Mun lm gim mc tn kho trong nh my, trc ht mi thnh vin uphi n lc bng cch c thc, trc ht khng cn t chc sn xut s lng lncc mt hng bn chm, khng lu tr lng ln cc mt hng, ph tng d hhng theo thi gian, khng sn xut cc ph tng khng cn cho khu sn xut tiptheo. Nhng nguyn liu li thi theo cch t chc nh xng c cn c thi loiv c tin hnh qun l cng vic theo 5S.

- Lng ph ng tc: Mi cng vic bng tay u c th chia ra thnh nhngng tc c bn v cc ng tc khng cn thit, khng lm tng thm gi tr chosn phm. Th d, ti sao c dng mi mt tay trong khi bn c th dng hai tay sn xut.

- Lng ph do cht lng sn phm km: Sn xut ra sn phm cht lngkm, khng sn xut theo ng tiu chun ng k hoc bt buc v cc b phn ckhuyt tt l mt dng lng ph thng dng khc. V d, thi gian dng cho vicsa cha sn phm (c khi phi s dng gi lm thm), mt bng cc sn phmny v nhn lc cn thm phn loi sn phm tt, xu.

Lng ph do s sai st ca sn phm c th gy ra s chm tr trong vicgiao hng v i khi cht lng sn phm km c th dn n tai nn.

Ngoi ra cng cn nhng lng ph khc nh : S dng mt bng khng hpl, tha nhn lc, s dng phung ph nguyn vt liu...

* Ph phmSn phm c khuyt tt khng th sa cha, dng hoc bn c.* Gia cng li hoc sa cha li:Cc sn phm c khuyt tt hoc cc ch sai st u cn phi gia cng hoc

sa cha li p ng yu cu.* Kim tra liCc sn phm sau khi sa cha cng cn thit phi kim tra li m

bo rng khng cn sai st no na.* Th phmL nhng sn phm cn dng c nhng khng t qui cch v c th bn

vi gi thp, thuc cht lng loi hai* Phn tch sai hng:L nhng hot ng cn c xc nh nguyn nhn bn trong gy ra sai

hng ca sn phmSai hng bn ngoiSai hng bn ngoi bao gm :- Sa cha sn phm b tr li hoc cn nm hin trng

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- Cc khiu ni bo hnh nhng sn phm sai hng c thay th khi cnbo hnh.

- Khiu ni : mi cng vic v chi ph do phi x l v phc v cc khiu nica khch hng.

- Hng b tr li : chi ph x l v iu tra nghin cu cc sn phm b bcb hoc phi thu v, bao gm c chi ph chuyn ch.

- Trch nhim php l : kt qu ca vic kin tng v trch nhim php li vi sn phm v cc yu sch khc, c th bao gm c vic thay i hp ng.b. Chi ph thm nh

Nhng chi ph ny gn lin vi vic nh gi cc vt liu mua, cc qutrnh, cc sn phm trung gian, cc thnh phm... m bo l ph hp vi cc cth k thut. Cng vic nh gi bao gm :

Kim tra v th tnh nng cc vt liu nhp v, qu trnh chun b sn xut,cc sn phm lot u, cc qu trnh vn hnh, cc sn phm trung gian v cc sn

phm cui cng, bao gm c vic nh gi c tnh sn phm so vi cc c th kthut tha thun, k c vic kim tra li.

- Thm tra cht lng : kim nghim h thng cht lng xem c vn hnhnh mun khng.

- Thit b kim tra : kim nh v bo dng cc thit b dng trong hotng kim tra.

- Phn loi ngi bn : nhn nh v nh gi cc c s cung ng.c. Chi ph phng nga

Nhng chi ph ny gn lin vi vic thit k, thc hin v duy tr h thngqun l cht lng tng hp. Chi ph phng nga c a vo k hoch v phignh chu trc khi i vo sn xut thc s. Cng vic phng nga bao gm :

- Nhng yu cu i vi sn phm : xc nh cc yu cu v sp xp thnhc th cho cc vt liu nhp v, cc qu trnh sn xut, cc sn phm trung gian,cc sn phm hon chnh.

- Hoch nh cht lng : t ra nhng k hoch v cht lng, v tin cy,vn hnh sn xut v gim st, kim tra v cc k hoch c bit khc cn thit t ti mc tiu cht lng.

- Bo m cht lng : thit lp v duy tr h thng cht lng t u ncui.

- Thit b kim tra : thit k, trin khai v mua sm thit b dng trong cngtc kim tra.

- o to, son tho v chun b cc chng trnh o to cho ngi thao tc,gim st vin, nhn vin v cn b qun l .

- Linh tinh : vn th, cho hng, cung ng, chuyn ch, thng tin lin lc vcc hot ng qun l vn phng c lin quan n cht lng.

- Mi lin h gia chi ph phng nga, chi ph thm nh v chi ph sai hngvi kh nng t chc p ng nhng nhu cu ca khch hng c biu th nhsau:

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III. CHU TRNH CHT LNG SN PHM (Theo quan imMarketing)

1. Khi nim sn phm v cu to sn phma. Khi nim sn phm: Sn phm l bt c th g c th a vo mt th

trng to s ch , mua sm, s dng hay tiu th ..... Nhm tho mn mt nhucu, mong c no . Sn phm c th l vt th, dch v, nhng con ngi, aim, nhng t chc, hnh nh, ngh.......

b. Cu to sn phm: phc v cho mc tiu kinh doanh v p ng tia nhu cu a dng ca khch hng, cc nh nghin cu Marketing cn tm ti vkhm ph nhng nhu cu n giu tim tng sau mi sn phm da trn s m xsn phm theo 03 mc khc nhau:

+ Lp li sn phm: Ni ln li ch hoc mc ch thc s v c th ca snphm.

+ Lp hu hnh: Phn nh c im s dng sn phm gm c: Cc ctnh v tnh nng tc dng, bn tui th, kiu dng, bao b, tn hiu sn phm......

+ Lp v hnh (lp ph gia); Phn nh nhng c tnh v hnh c thmvo cho sn phm, nhm tng sc cnh tranh, gi tr trao i v s dng ca sn

phm trc cc sn phm cnh tranh khc. V d: Ch dch v v bo hnh snphm, iu kin giao hng, thanh ton, ti tr sn phm.....

Ch : ngy nay ngi tiu dng i hi cao v sn phm v nhm vo lpv hnh ny ca sn phm. Lp v hnh ny cn gi l tng gia gim, tc lp nyc th b i hoc ln ln tu thuc vo n lc ca doanh nghip to ra sn phm.

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2. Qu trnh hnh thnh Cht lng sn phmCht lng l mt vn tng hp, cht lng c to ra tt c cc giai

on trong vng i ca sn phm.Vng i ca sn phm l tp hp cc qu trnh tn ti ca sn phm theo

thi gian, t khi ny sinh ra nhu cu v sn xut ra sn phm cho n khi ktthc s dng sn phm. Vng i sn phm c th chia ra lm 03 giai on chnh:

Thit k, sn xut v s dng sn phm.a. Giai on thit kGiai on ny gi vai tr quyt nh i vi cht lng sn phm v y l

khu u tin gi vai tr ch o cc khu tip theo v cc bin php kinh t - kthut. Thng nhng sai lm trong thit k th kh pht hin hn trong khu snxut hay kim tra. Nhng sai lm ny thng ch bc l trong qu trnh khai thcs dng, dn n hu qu nghim trng. V vy i hi phi ht sc thn trng nvic bo m cht lng ngay t giai on thit k, chng ta phi tin hnh snxut th phn tch nh gi thu hoch iu chnh trc khi tin hnh sn xutchnh thc vi s lng ln.

b. Giai on sn xutCht lng khu sn xut ng vai tr quyt nh cht lng khu thit

k c tr thnh hin thc hay khng. Cht lng khu sn xut km s nh hngn cht lng sn phm. Do bo m c cht lng sn phm, khu snxut cn phi t chc kim tra, kim sot cht ch theo nh hng phng nga saist.

c. Giai on s dng sn phmGiai on ny sn phm c n vi ngi tiu dng, tuy vy doanh nghip

cn phi c dch v hu mi (dch v sau khi bn): bo hnh, hng dn hot ng,

ph tng..... bo m cht lng thc s trong tay ngi tiu dng. Cht lngsn phm c nh gi mt cch y nht, chnh xc nht l khi c s dngv khi ny th u nhc im ca sn phm mi bc l ht. Lc ny doanh nghipcn phi t chc thu thp thng tin phn hi nng cao cht lng trong tnglai.

3. Cc yu t nh hng n cht lng sn phmNh nghin cu n qu trnh hnh thnh CLSP, th chng ta thy c

rt nhiu yu t nh hng n CLSP v ta c th chia lm hai yu t ch yu nhsau:

3.1. Nhm cc yu t bn ngoia. Nhu cu ca nn kinh tCht lng sn phm lun b chi phi, rng buc bi hon cnh, iu kin v

nhu cu nht nh ca nn kinh t. Th hin nh sau:* i hi ca th trng:Thay i theo tng loi th trng, cc i tng s dng, s bin i ca th

trng. Cc doanh nghip mun tn ti v pht trin phi nhy cm vi th trng to ngun sinh lc cho qu trnh hnh thnh v pht trin cc loi san rphm.iu cn ch l phi theo di, nm chc, nh gi ng i hi ca th trng,

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nghin cu, lng ha nhu cu ca th trng c cc chin lc v sch lcng n.

* Trnh kinh t, trnh sn xut: l kh nng kinh t v trnh k thut c cho php hnh thnh v pht

trin mt sn phm no c mc cht lng ti u hay khng. Vic nng cao chtlng khng th vt ra ngoi kh nng cho php ca nn kinh t.

* Chnh sch kinh t:Hng u t, hng pht trin cc loi sn phm v mc tha mn cc loinhu cu ca chnh sch kinh t c tm quan trng c bit nh hng n chtlng sn phm.

b. S pht trin ca khoa hc k thutTrong thi i ngy nay, khi khoa hc k thut tr thnh lc lng sn xut

trc tip th trnh cht lng ca bt k sn phm no cng gn lin v b chiphi bi s pht trin ca khoa hc k thut, nht l s ng dng cc thnh tu can vo sn xut. Kt qu chnh ca vic p dng khoa hc k thut vo sn xut lto ra s nhy vt v nng sut, cht lng v hiu qu. Cc hng ch yu cavic p dng cc tin b khoa hc k thut hin nay l:

- Sng to vt liu mi hay vt liu thay th.- Ci tin hay i mi cng ngh.- Ci tin sn phm c v ch th sn phm mi.c. Hiu lc ca c ch qun l kinh tCht lng sn phm chu tc ng, chi phi bi cc c ch qun l kinh t,

k thut, x hi nh:- K hoch ha pht trin kinh t- Gi c

- Chnh sch u t- T chc qun l v cht lng.3.2 Nhm cc yu t bn trongTrong ni b doan nghip, cc yu t c bn nh hng n cht lng sn

phm c th c biu th bng quy tc 4M, l:- Men: con ngi, lc lng lao ng trong doanh nghip- Methods: phng php qun tr, cng ngh, trnh t chc qun l v t

chc sn xut ca doanh nghip.- Machines: kh nng v cng ngh, my mc thit b ca doanh nghip- Materials: vt t, nguyn liu, nhin liu v h thng t chc m bo vt

t, nguyn nhin vt liu ca doanh nghip.Trong bn yu t trn, con ngi c coi l yu t quan trng nht.

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Quan nim ny l di sn ca thi k m kim tra cht lng sn phm cuicng c coi l bin php duy nht ca kim sot cht lng. Khi kim tra gay gts dn n mt s lng ln sn phm b loi b, ngy nay khc phc tnh trngny th kim sot cht lng ch yu l phng nga trong giai on thit k v chto. Phng chm l lm ng ngay t u. Vic nng cao CLSP v sn lng l

b sung cho nhau. V li ngy nay nng sut khng ch l s lng m l gi tr gia

tng m khch hng c c. Bi vy ci tin v cht lng ni chung s em linng sut cao hn.V d: Ci tin cht lng khu thit k s gip kt qu thit k p ng

ng nhu cu khch hng v thch hp vi nng lc sn xut ca doanh nghip vdoanh nghip c th ch to sn phm nh qu trnh sn xut tit kim nht.

c. Cht lng ch l do ngi lao ng trc tipCc nh sn xut cc nc ang pht trin thng li cht lng km

cho ngi cng nhn (do thc, tp qun ...). Kt qu phn tch thy rng hn 80%nhng sai st xt cho cng l do ngi qun l. Ngi cng nhn ch chu trchnhim v mnh khi:

+ c o to, l gii k v cc thao tc s dng my mc, thit b.+ c hng dn v iu g cn phi lm.+ c cung cp y cc phng tin kim tra, nh gi cc kt qu

cng vic, cc phng tin iu chnh qu trnh, thit b nu thy kt qu khngp ng yu cu.

d. Ci tin cht lng th phi u t lnNh xng, my mc thit b (MMTB).... bn thn chng khng bo m

cht lng cao.Trong hu ht mi trng hp, cht lng c th c ci tin ng k nh

bit to ra nhn thc trong cn b cng nhn vin v p ng yu cu khch hng,nh tiu chun ho cc qu trnh, nh o to, cng c k lut lao ng, k thut.iu ny khng i hi phi chi ph ln, u t ln m ch cn c n np lm victt, quyt tm v cam kt i vi cht lng trong hng ng lnh o.

e. Cht lng c bo m khi kim tra cht chu th k 20, kim tra l hnh thc kim sot cht lng chnh thc u

tin, khi hu ht cc nh sn xut ngh rng cht lng c th c ci tin dokim tra cht ch. Theo bn cht, kim tra ch c th phn loi sn phm ph hpvi quy nh hoc khng. Bn cht hot ng kim tra khng th ci tin c chtlng, ni mt cch khc cht lng khng c to dng t cng tc kim tra.Qua nghin cu cho thy 60 - 70% cc khuyt tt c pht hin t khu sn xutl c lin quan trc tip n nhng sai st khu thit k, chun b sn phm, cungng.

Cng nn lu rng, kim tra cht lng khng phi ch l mt cng vicca ring phng kim tra. c hiu qu th kim sot l cng vic ca mi n v,

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ca ngi cung cp v cng cn c s tham gia ca khch hng, c bit l thngtin phn hi m doanh nghip nhn c.

Tm li:Cn phi thay i chuyn bin mnh m v quan nim nhn thc xy

dng chin lc v phng php qun l tin tin, ho nhp vi thng l Quc t,ng thi ph hp vi tng c im qun l ca tng dn tc, sn sng bc vo

cuc cnh tranh.CU HI N TP CHNG1. Cht lng l g? Cho v d.2. Cht lng sn phm c c im gn lin vi iu kin c th ca nhu

cu ca th trng v mt kinh t, k thut, x hi v phong tc. Hy phn tch cim ny.

3. Bn hiu nh th no v cu: "phong tc tp qun ca mt cng ng cth ph nh hon ton nhng th m ta cho l c cht lng". Cho v d c th.

4. Qu trnh hnh thnh cht lng sn phm tri qua my giai on? Gmnhng giai on no? Trong , giai on no ng vai tr quan trng nht, v sao?

5. Cu to ca sn phm gm c my lp? V sao lp v hnh c gi ltng gia gim?

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CHNG IIQUN L CHT LNG

I. KHI NIM V QUN L CHT LNG HNG HO- Cht lng l phng din quan trng ca nng lc cnh tranh. Cht lng

quyt nh n vic tn ti v pht trin ca doanh nghip trn th trng. Doanhnghip no cng mun c trong tay nhng hng ho c cht lng cao c u thtrn th trng.

- Cht lng khng phi t nhin c c m cn c s tc ng, s n lc,ngha l cn phi qun l cht lng cho nn qun l cht lng l hot ngkhng th thiu c trong cc doanh nghip. Cng ngy ngi ta cng nhn thyvai tr quyt nh ca qun l, nht l qun l cht lng trong s thnh cng trnth trng. My thp nin qua, qun l cht lng c nhng pht trin vt bc,c bit l nhng ngnh c tnh cnh tranh quyt lit nh t, in t v.v

- Cht lng c ngha kinh t x hi su sc. Cht lng hng ho dch vlin quan n li ch ca mi cng dn, mi t chc kinh t. Ni rng ra cht lnghng ho, dch v c lin quan n s pht trin kinh t, x hi ni chung. V vy,chng ta c s phn bit hai mc qun l: qun l cht lng cc doanhnghip v qun l Nh nc v cht lng hng ho dch v.

1. Qun l cht lng cc doanh nghipCng tc qun l cht lng: l s tc ng mt cch ch ng c k hoch

ln cc yu t hnh thnh v nh hng ti cht lng nhm duy tr v tng cngcht lng hng ho dch v, cht lng c to ra t nhiu b phn trong doanhnghip, l kt qu n lc ca nhiu ngi. V vy qun l cht lng phi l h

thng bao trm ln mi hot ng, mi cng vic, hng mi hot ng ti chtlng.+ Cht lng hng ho l vn k thut cho nn qun l cht lng phi c

chuyn mn, nghip v, phi c trang thit b k thut.+ Cht lng hng ho dch v bao gm c ni dung kinh t, cho nn qun l

cht lng phi gn lin vi qun l chi ph, vi ci tin qun l, ci tin k thut,nng cao nng sut, nng cao hiu qu.

2. Qun l Nh nc v cht lng hng ho, dch vDo ngha quan trng v rng ln ca vn cht lng, cho nn trn th

gii hu ht cc nc u c s qun l Nh nc v cht lng hng ho, dch v.Qun l Nh nc khng tc ng trc tip ln cc yu t hnh thnh v nh

hng ti cht lng m ch tc ng mt cch gin tip nhm to ra mi trngthun li cho cc n v trong hot ng qun l cht lng.

+ Qun l Nh nc v cht lng nhm bo v li ch ca cc doanhnghip, khuyn khch cc doanh nghip nng cao cht lng hng ho, dch v gp

phn pht trin kinh t x hi.+ Qun l Nh nc v cht lng cn c chc nng thc y s tin b

qun l cht lng cho ngang tm vi trnh chung ca th gii.

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- i vi vic qun l ngun nhn s: m bo mi ngi trong doanhnghip c kin thc v k nng cn thit tho mn khch hng.

2. Nguyn tc "s lnh o"- Lnh o thit lp s thng nht ng b gia mc ch, ng li v mi

trng ni b trong doanh nghip. H hon ton li cun mi ngi trong vic tc cc mc tiu ca doanh nghip. Hot ng cht lng s khng c kt qu

nu khng c s cam kt trit ca lnh o.- Lnh o doanh nghip phi c tm nhn cao, xy dng nhng gi tr rrng, c th nh hng vo khch hng. cng c mc tiu ny cn c s camkt v tham gia ca tng c nhn lnh o vi t cch l thnh vin ca doanhnghip. Lnh o phi ch o v tham gia xy dng cc chin lc, h thng vcc bin php huy ng s tham gia v tnh sng to ca mi nhn vin xydng, nng cao nng lc ca doanh nghip v t kt qu tt nht c th c. Quavic tham gia trc tip vo vic lp k hoch, xem xt nh gi mi hot ng cadoanh nghip ghi nhn cc kt qu t c ca nhn vin, ngi lnh o c vaitr cng c gi tr v khuyn khch s sng to, i u mi cp trong ton b doanhnghip.

* thc hin nguyn tc ny, lnh o doanh nghip phi thc hin- Hiu bit v phn ng nhanh vi nhng thay i v mi trng c bn

trong v bn ngoi ca doanh nghip.- Nghin cu nhu cu ca nhng ngi c chung quyn li nh khch hng,

ch s hu, nhn vin, ngi cung ng v cng ng.- Trnh by vin cnh r rng v tng lai ca doanh nghip.- Nu r vai tr, v tr ca vic to ra gi tr tt c cc cp ca doanh

nghip.

- Xy dng lng tin, s tn nhim, loi b trong mi thnh vin.- Trao quyn cho mi ngi bng cch to cho h s ch ng, hnh ngtheo trch nhim.

- Gy cm hng, c v v tha nhn s ng gp ca ngi lao ng.- Thc y mi quan h ci m v thnh thc.- Thit lp cc mc tiu kch thch.- Thc hin chin lc v chnh sch t c nhng mc tiu ny.* Li ch em li khi p dng nguyn tc ny- i vi vic lp k hoch: Thit lp v thng bo vin cnh r rng v

tng lai ca doanh nghip.- i vi vic thit lp mc tiu: Chuyn vin cnh ca doanh nghip thnh

nhng ch tiu c th o lng c.- i vi vic qun l iu hnh: Trao i quyn v li cun mi ngi

t c mc tiu ca doanh nghip.- i vi vic qun l ngun nhn s: C c mt lc lng lao ng c

trao quyn, c ng vin, c thng tin y v n nh.3. S tham gia ca mi thnh vin

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- Con ngi l ngun lc quan trng nht ca mi doanh nghip v s thamgia y vi nhng hiu bit v kinh nghim ca h c th c s dng cho lich ca doanh nghip. Thnh cng trong ci tin cht lng cng vic ph thucvo rt nhiu k nng, s nhit tnh hng say trong cng vic ca lc lng laong. Doanh nghip cn phi to iu kin nhn vin hc hi, nng cao kinthc v thc hnh nhng k nng mi.

- Doanh nghip cn c h thng khen thng v ghi nhn tng cng stham gia ca mi thnh vin vo mc tiu cht lng ca doanh nghip. Nhng yut lin quan n vn an ton, phc li x hi ca mi nhn vin cn phi gn bmc tiu ci tin lin tc v cc hot ng ca doanh nghip. Khi c huy ngy nhn vin trong doanh nghip s:

- Dm nhn cng vic, nhn trch nhim gii quyt cc vn .- Tch cc tm kim cc c hi ci tin, nng cao hiu bit v kinh

nghim, truyn t chng trong i v cc nhm cng tc.- Tp trung nng cao gi tr cho khch hng.- i mi v sng to nng cao hn na cc mc tiu ca doanh nghip.- Gii thiu doanh nghip tt hn cho khch hng v cng ng.- Tho mn nhit tnh trong cng vic v cm thy t ho khi l thnh vin

ca doanh nghip.* p dng nguyn tc ny c tc dng- i vi vic lp k hoch: Mi ngi t nguyn tham gia vo ci tin k

hoch v thc hin thng li k hoch .- i vi vic thit lp mc tiu: mi ngi gnh vc cng vic t mc

tiu.- i vi vic qun l iu hnh: mi ngi tham gia vo cc quyt nh

iu hnh v ci tin qu trnh.- i vi vic qun l ngun nhn s: mi ngi tho mn hn vi cng vicca mnh v tham gia tch cc vo s pht trin bn thn h v li ch ca doanhnghip.

4. Nguyn tc "phng php tip cn theo qu trnh"- Kt qu mong mun s t c mt cch c hiu qu khi cc ngun v cc

hot ng c lin quan c qun l nh mt qu trnh. Qu trnh l mt dy cc skin nh bin i u vo thnh u ra. L d nhin, qu trnh c ngha, gitr ca u ra phi ln hn u vo, c ngha l, qu trnh lm gia tng gi tr.Trong mi doanh nghip, u vo ca qu trnh ny l u ra ca qu trnh trc, v ton b cc qu trnh trong mi doanh nghip lp thnh mng li ca qutrnh. Qun l cc hot ng ca mt doanh nghip thc cht l qun l cc qutrnh v cc mi quan h gia chng.

Qun l tt mng li qu trnh ny, cng vi s m bo u vo nhnc t ngi cung cp bn ngoi, s m bo cht lng u ra cung cp chokhch hng bn ngoi.

* m bo cc nguyn tc ny, cn c cc bin php sau- Xc nh qu trnh t c kt qu mong mun.

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- Ci tin cht lng: l nhng hot ng nhm a cht lng ln mc caohn trc nhm gim dn khong cch gia mong mun ca khch hng v thc tcht lng t c, tha mn nhu cu ca khch hng mc cao hn.

IV. CC PHNG THC QUN L CHT LNGQu trnh hnh thnh v pht trin ca qun l cht lng c phn thnh

nhng giai on pht trin khch hng khc nhau tu theo quan im v cch nhn

nhn ca cc chuyn gia. Nhng c bn, tt c u nht qun v hng i ca nnh sau:Kim tra sn phm (Chnh sch chp nhn hoc loi b sn phm khng

t cht lng).Kim sot cht lng (Tng hp nhng iu kin c bn t c cht

lng).m bo cht lng (Chng t l mt t chc c cht lng, ngn chn

nhng nguyn nhn gy ra tnh trng km cht lng).Kim sot cht lng ton din (Chnh sch hng ti hiu qu kinh t,

pht hin v gim mc ti thiu cc chi ph khng cht lng).Qun l cht lng ton din (Quan tm n vic qun l cc hot ng

ca con ngi, x hi).1. Kim tra cht lnga. S ra i ca kim tra cht lngTrong lch s pht trin ca cc phng thc qun l cht lng th kim tra

cht lng l phng thc c hnh thnh u tin. N c bt ngun t s tinb ca k thut trong cuc cch mng cng nghip na cui th k 18.

Cuc cch mng cng nghip ny lm cho s phn cng lao ng ra iv mang li ngha cc k to ln, l: s phn cng lao ng lm tng nng sut

lao ng ln hng trm ln, gim gi thnh sn phm, to iu kin tng sc mua,to cng n vic lm cho cng nhn khng c hun luyn, iu ny cng cngha l sc tiu th sn phm tng, t thc y s pht trin ca x hi v nncng nghip.

Vic tng nng sut nh v bo trong cuc cch mng cng nghip ln thnht v hiu qu ca n n su vo mi kha cnh ca i sng x hi. Cc nhchuyn mn cn gi s kin ny l cch mng qun l cng nghip ln th nht.

S phn cng lao ng nng cao kh nng ca sc ngi, to ra cccng c thay th cho hiu qu do i tay to ra dn ti qu trnh c kh ha, t tin ti ng c ha, tc l s dng nng lng thay th cho lc ca i tay. Ckh ha v ng c ha c kt hp trong cc my mc, my mc cng dn cci tin t cc dng c k thut n gin n cc my mc iu khin bng kthut s. S pht trin ny nng cao vt bc nng sut lao ng. Cng cuc tng ha, kt hp my mc vi tri thc con ngi v kh nng pht hin cc iu

bt thng trong sn xut sn phm dch v khi u t 100 nm nay, sau khimy mc c s dng rng ri. T ng ha gii phng cng nhn khi vic

phi tc trc thng xuyn bn my mc. Tm li, phn cng lao ng x hi, c

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kh ha v t ng ha tc ng n mi hin tng trong x hi. y c gil cuc cch mng qun l cng nghip ln hai.

Tuy nhin, li ch ca cuc cch mng cng nghip ln hai ny ch nhnmnh trong phm vi ci tin cc thao tc trong sn xut ch n cha tc ng nci tin qu trnh. Tc l ch gia tng nng sut lao ng ch cha c s quan tmng mc c n vn cht lng. Trong , qu trnh l mt dy cc s kin

nh vt liu bin i thnh sn phm, cn thao tc l cng vic do ngi haymy mc tc ng ln vt liu.Do bn cht ca sn xut cng nghip i hi s tiu chun ha p ng

c tnh i mi, tng thch v s thng nht ha gia cc chi tit, b phn ng gp cho chuyn mn ha, hp tc ha, nng cao nng sut lao ng v chtlng. T y, vn n nh cht lng bt u tr thnh mi quan tm c bn.

Mt phng php ph bin nht bo m cht lng sn phm ph hpvi quy nh l bng cch kim tra cc sn phm v chi tit b phn nhm sng lcv loi ra bt c mt b phn no khng bo m tiu chun hay quy cch k thut.Trn thc t trong thi k ny, cc chc nng kim tra v sn xut c tchring, cc nhn vin kim tra c ch nh v o to, vi mc tiu l nhm m

bo cht lng sn phm xut xng ph hp quy nh. Nh vy, kim tra chtlng l hnh thc qun l cht lng sm nht.

C kh ho v t ng ho mun pht huy tt th phi da trn phn tchcng vic mt cch khoa hc v phn tch s mt mi ca con ngi (Cng trnhc Tayor i tin phong nm 1880), v ci tin ng tc ca cng nhn v khacnh tm l hc trong lao ng (Cng trnh ca Gilbreth). Tip sau TayLor vGibreth, cc nh khoa hc qun l nghin cu hng lot vn v khoa hc laong. Cc kt qu nghin cu ny c tm quan trng cn bn n mi thao tc,

nng cao ng k nng sut lao ng v c mnh danh l Cch mng qun lcng ngh ln th ba.Tip theo h thng Taylor, H thng Ford c pht trin khong nm 1913

l s pht trin ch yu tip theo trong lch s sn xut. H thng Ford c nhngci tin khng ch cc thao tc m ci tin qu trnh sn xut. H thng sn xuttheo dy chuyn lp rp ca hng Ford di chuyn sn xe dc theo cc v tr lp cc b phn, thay cho vic di chuyn cc kho cha b phn n sn xe.

Sau khi h thng Ford v h thng Taylor c p dng v vic sn xut vikhi lng ln tr nn pht trin rng ri, khch hng bt u yu cu ngy cngcao v mc cht lng v s cnh tranh gia cc c s sn xut thng qua chtlng cng ngy cng mnh lit. Cc ngnh cng nghip ngy cng nhn ra rngkim tra 100% khng phi l cch bo m cht lng tt nht.

* Khi nim:Kim tra cht lng l hot ng nh o, xem xt, th nghim, nh c mt

hay nhiu c tnh ca i tng v so snh kt qu vi yu cu nhm xc nhtnh ph hp ca mi c tnh.

* Nhn xt:

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- L s phn loi sn phm thnh tt hoc xu sau khi hon thnh giai onsn xut l t tng chnh ca kim tra cht lng.

- Cha c c s tc ng n vic to ra cht lng sn phm v qun lvic thc thi cht lng .

- Tn nhiu chi ph cho vic kim tra sn phm v phi tin hnh kim tra snlc 100% sn phm xem chng c ph hp vi quy nh hay khng.

* iu kin thc hin:- Cng vic kim tra phi c tin hnh mt cch ng tin cy v khng cs sai st.

- Chi ph cho kim tra phi t hn ph tn do sn xut ra sn phm khuyt ttv nhng thit hi do nh hng n lng tin ca khch hng.

- Qu trnh kim tra khng c nh hng n cht lng.Tuy nhin, khi thit lp quy nh chun v sn phm, cng ty cng cn phi

xem xt s ph hp ca nhng quy nh i vi nhu cu th trng. Hnh diy minh ha iu ny:

Nhu cu th trng va quy nh cua cng tyV nhng l do ny, vo nhng nm 1920, khong 20 nm sau khi h thng

Taylor c gii thiu, ngi ta bt u ngh n vic bo m n nh chtlng trong nhng qu trnh trc , hn l i n khu cui cng mi tin hnhsn lc 100% sn phm. Theo quan im ny th vic khc phc sai st ngaytrong qu trnh ch to c p dng rng ri. Khi nim kim sot cht lng ra

i (Quaility Control).2. Kim sot cht lnga. S ra i ca kim sot cht lngTrong nhng nm 1920, khi thy vic khc phc nhng im sai st ngay

trong qu trnh ch to l iu quan trng, ngi ta lp cc tiu chun chtlng, quy nh k thut v cc hng dn thao tc hy vng em li s n nhcho cht lng sn phm. Tuy nhin, cc nh qun l nhn thy rng, ngay c khimi yu t trn y c y v c tiu chun ha cao , vn cn rt nhiucc yu t vt ra ngoi s kim sot ca con ngi, chng hn nh yu t thitit, iu kin mi trng. Cc yu t ny nh hng n cht lng sn phm, gynn s bin ng v cht lng m trn thc t khng th loi b c. V l dony, cc ch tiu cht lng ca sn phm c sn xut thc s khng bao gihon ton ng nht, m lun lun phn tn quanh gi tr mc tiu. Phng phpc lng thng k tng c s dng trong khoa sinh vt hc v nng nghip, c cc k s sn xut cng nghip nghin cu p dng x l cc vn trn.

Walter A.Shewhart, mt k s thuc phng th nghim Bell Telephone tiPrinceton, New Jersey rt quan tm nghin cu lut phn tn ca cc d liu v

Quy nhcua cng

tyNhu cu

thtrng

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c gng p dng n vo vic qun l cc qu trnh sn xut cng nghip bng cchx l cc d liu ny vo coi chng l c lng thng k ca cc bin ngu nhin.

ng l ngi u tin xut vic s dng cc biu kim sot vo mcch ny. iu ny c ni n trong cun sch ni ting ca ng "Kim sotcht lng sn phm sn xut mt cch kinh t" xut bn nm 1931.

L thuyt biu kim sot ca Shewhart c coi l mc ra i ca h

thng kim sot cht lng hin i v hai nguyn nhn chnh sau:- Th nht, nh ni trc y,. l thuyt ny ghi chp s phn tn d liuv s dng chng kim sot cc qu trnh bng cch p dng c lng thngk.

- Th hai, l thuyt chng t vic p dng hnh thc kim sot trong qutrnh sn xut c li ch kinh t hn l tp trung vo vic kim tra. Shewhart chra rng vic a mt qu trnh t di s kim sot v duy tr c trng thi nys c thun li sau:

* Gim chi ph kim tra;* Gim ph tn do ph thi;* t c li nhun ti a khi sn xut vi khi lng ln;* Cht lng sn phm n nh;* Gim dung saiHai l do ny gi phng hng pht trin sau ny cho cc phng

php kim sot cht lng hin i. Cc k thut thng k khc nhau c phttrin v p dng khng ch cho qu trnh ch to m cn cho cc qu trnh trc nh thit k, lp k hoch, marketing ...

Phi mt 100 nm, h thng kim sot cht lng hin i c Shewhart xut mi c nhiu cng ty hng ng rng ri. Trong sut thi k chin tranh

th gii ln th hai, rt nhiu tiu chun c xy dng gii thiu v truynb kim sot cht lng thng k trong nn cng nghip quc phng M, nhiu hitho c t chc trn rt nhiu nc nhm gii thch v y mnh vic pdng. Hai tiu chun u tin MIL-STD-Z1 (Hng dn vic kim sot chtlng), Z1-2 (Phn tch d liu c ban hnh nm 1941) v Z1-3 (Phng phpkim sot cht lng) trong qu trnh sn xut ban hnh nm 1942.

Theo gng chnh ph M, nhng tiu chun tng t cng c xy dng Anh, Canada, c v cc nc khc trong thi k chin tranh, nh du s khiu ca cc hot ng kim sot cht lng trong cc nc ny. chu u, Tchc Kim sot Cht lng chu u (EOQC) c thnh lp vo nm 1956, c 30nc thnh vin, hc vin Cht lng Quc t (IAQ) thnh lp vo nm 1966 qung b hot ng kim sot cht lng.

b. Cc ni dung ca kim sot cht lng* nh ngha:Kim sot cht lng l cc hot ng v k thut mang tnh tc nghip c

s dng p ng cc yu cu cht lng. kim sot cht lng, cng ty phikim sot c mi yu t nh hng trc tip n qu trnh to ra cht lng.

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Trong thi k mi ra i, vic kim sot ny nhm ch yu vo qu trnh snxut. Xt cho cng, kim sot qu trnh sn xut l kim sot cc yu t sau y:

Kim sot con ngi: Ngi thao tc phi:- c o to ph hp vi nhim v, c k nng ngh nghip;- c thng tin v nhim v c giao, yu cu phi r rng;- C ti liu, hng dn cn thit, c iu kin, phng tin thc

hin cng vic;- Phi c ng vin v lng nghe.Kim sot phng php v qu trnh: Bao gm:- Lp quy trnh sn xut, phng php thao tc, vn hnh ph hp, n nh

v kim sot c;- Ph hp vi nhng quy nh v sinh an ton v sn phm nhp vo phi

c kim tra.Kim sot vic cung ng cc yu t u vo:- Ngi cung cp phi c nh gi v la chn k cng;- D liu mua hng phi chnh xc, y . Sn phm nhp vo phi c

kim sot;- Kim sot cht ch vic vn chuyn, bc d v giao hng;- Phi c bo qun trong nhng iu kin thch hp.

Kim sot thit b: thit b phi- Ph hp vi mc ch s dng;- m bo c cc yu cu: hot ng tt, yu cu v k thut, an ton v

sinh mi trng;- c bo dng: c k hoch bo dng nh k.

Kim sot mi trng:

- Mi trng thao tc thch hp (nh sng, nhit , ting n...);- iu kin an ton;- 5S: sn lc, sp xp, sch s, sn sc, sn sng.Kim sot thng tin:- Phi c kim tra v ph duyt trc khi ban hnh;- Phi c thu hiu trong t chc;- Phi c cp nht thng xuyn.Deming a ra chu k sau y, gi l chu k Deming hay vng trn

PDCA p dng cho mi hot ng kim sot cht lng.

Chu ky DemingNi dung ca cc giai on ca vng trn ny c th c tm tt nh sau:

P D

A C

AP

C D

P D

A C

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P (Plan): lp k hoch, nh lch v phng php t mc tiu.D (Do): a k hoch vo thc hinC (Check): Da theo k hoch kim tra kt qu thc hin.A (Act): Thng qua cc kt qu thu c ra nhng tc ng iu chnh

thch hp nhm bt u li chu trnh vi nhng thng tin u vo mi.Vi hnh nh mt ng trn ln trn mt mt phng nghing, chu k PDCA

cho thy thc cht ca qu trnh qun l l ci tin lin tc v khng bao gingng.Vng trn PDCA lc u c a ra nh l cc bc cng vic tun t cn

tin hnh ca vic qun tr nhm duy tr cht lng hin c. Nhng do hiu qu mn em li, ngy nay n c s dng nh mt cng c nhm ci tin khng ngngv nng cao cht lng sn phm.

3. m bo cht lnga. S ra i ca h thng m bo cht lngCc yu cu ca khch hng thng c biu hin di dng cc quy nh

k thut hay tiu chun cho sn phm ca cng ty. Tuy nhin, cc quy nh ny skhng m bo cc yu cu ca khch hng c p ng nu chng khng phnnh ng nhu cu ca khch hng, trong h thng cung cp v h tr cho sn phmca doanh nghip c nhng sai st. Do , bn cnh cc tiu chun v sn phm,cn xy dng cc tiu chun v hng dn v cch thc tin hnh v c cu thchin cc hot ng lin quan n cht lng.

Cc quy nh k thut hay tiu chun sn phm ca cng ty cn phi cthit lp trn c s nh hng theo nhu cu, th hiu ca khch hng, c nh vymi c th tha mn nhu cu ca khch hng v nng cao kh nng cnh tranh cadoanh nghip trn th trng. Tuy nhin phi sau chin tranh th gii II, trc ht

l do nhu cu m bo cht lng trong vic sn xut v kh phc v chin tranh,sau l do tnh trng cnh tranh ngy cng gia tng th v tr ca khch hng mic quan tm. Vic nghin cu mi quan h gia khch hng v ngi cung cpmi c y mnh.

Ni chung, khch hng n vi ngi cung cp xy dng cc hp ngmua bn l da trn hai yu t: gi c (bao gm c gi mua, chi ph s dng, gi

bn li sau khi s dng ...) v s tn nhim i vi ngi cung cp.S tn nhim hay nim tin c c l t nhiu yu t: nng lc cung cp sn

phm ng thi hn v c cht lng tha mn nhu cu tha thun, s n nhv ti chnh, x hi ... Vn t ra l lm th no c th khng nh c sn

phm lm ra s p ng c mi yu cu ra, t s tn nhim ca khch hngi vi doanh nghip mi ngy cng c gia tng.

Trong mt thi k di trong na u th k, ngi mua hng sau khi k hpng xong, ch cn cch ph mc cho nh sn xut t lo liu cho n khi nhnhng. H khng th bit c nhng g s din ra ti c s ca ngi cung cp.iu din ra cho ti i chin th gii th hai, khi i hi c tin cy caotrong cung cp v kh v sau ny, i vi mt s sn phm khc c nguy himcao th vn ny mi thc s c quan tm.

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Sau khi l lun v cc k thut QC c ngi M a vo Nht bn, chring cc phng php thng k t c nhng kt qu k diu trong vic xcnh v loi b cc nguyn nhn gy bin ng cc qu trnh sn xut, ch r miquan h nhn qu gia iu kin sn xut v cht lng sn phm, ci thin hiuqu v chun xc ca hot ng kim tra bng cch a vo p dng kim traly mu thay cho vic kim tra 100%. Tuy nhin trong thp k p dng u tin

vo cui nhng nm 1940, cc k thut kim sot cht lng thng k (SQC) chc p dng rt hn ch trong mt s khu vc sn xut v kim nghim. Vic pdng cc k thut SQC trong nhng khu vc kh cht hp chc chn c nhngtc dng. Tuy nhin t c mc tiu chnh ca qun l cht lng l tha mnngi tiu dng th cha phi l iu kin . N i hi khng ch p dng cc

phng php vo cc qu trnh xy ra trc qu trnh sn xut v kim tra, nhkho st th trng, nghin cu, lp k hoch pht trin, thit k v mua hng, mcn phi p dng cho cc qu trnh xy ra sau , nh ng gi, lu kho, vnchuyn, phn phi, bn hng v dch v sau khi bn hng. T y, khi nim kimsot cht lng ra i.

V d, iu m chng ta u bit l cc sn phm tt, qua kim tra cuicng, i khi b ph hy hoc h hng trong khi lu kho hoc vn chuyn v nhngthiu st khi ng gi, dn n nhng khiu ni ca khch hng. Vo gia nhngnm 1950, khi xu th m rng t do mu dch r rng, ngy cng nhiu ngi

bt u nhn ra ngha ca vn ny.Cc cuc nh gi QC ni b (Intenal QC Audit) bt u c p dng vo

nhng nm 50 v tr thnh ng lc dn dt vic y mnh v ci tin hotng kim sot cht lng ton din ti Nht Bn.

c im chung ca kim sot cht lng ton din.

Khi nim:Kim sot cht lng ton din l mt h thng c hiu qu nht th ha cc n lc pht trin cht lng, duy tr cht lng v ci tin chtlng ca cc nhm khc nhau vo trong mt t chc sao cho cc hot ngmarketing, k thut, sn xut v dch v c th tin hnh mt cch kinh t nht, cho

php tha mn hon ton khch hng (Total Quality Control - 1983 - Feigenbaum)Kim sot cht lng ton din l mt h thng c hiu qu, huy ng n lc

ca mi n v trong cng ty vo cc qu trnh c lin quan n duy tr v ci tincht lng.

Khi nim TQC c du nhp vo Nht Bn vo nm 1958. Cc iu kinthnh hnh lc ti Nht rt thun li khin TQC c thc y, l victuyn dng sut i, cc thi tch cc i vi cng vic v s dng cng nghhin i trong sn xut.

Tuy nhin TQC Nht khc vi TQC c nh ngha bi Feigenbaum. Skhc nhau ch yu l Nht Bn c s tham gia ca mi thnh vin trong cng ty.Bi vy Nht cn c tn gi l Kim sot Cht lng ton cng ty (CompanyWide Quanlity Control - CWQC).

Theo nh ngha ca y ban Gii thng Deming ca Nht th CWQC l"Hot ng thit k, sn xut v cung cp cc sn phm v dch v c cht lng

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theo yu cu ca khch hng mt cch kinh t, da trn nguyn tc nh hngvo khch hng v c xem xt y n phc li x hi. N t c mc tiuca cng ty thng qua vic lp li mt cch hiu qu chu trnh PDCA, bao gm lpk hoch, thc hin, kim tra v hnh ng iu chnh. iu c thc hinbng cch lm cho ton th nhn vin thng hiu v p dng t tng v phng

php thng k i vi mi hot ng, nhm m bo cht lng. Cc hot ng

ny l mt chui cng vic, bao gm kho st, nghin cu, pht trin, thit k, thumua, sn xut, kim tra v marketing cng vi tt c cc hot ng khc c bntrong v bn ngoi cng ty".

nh ngha ca Feigenbaum v TQC kh gn gi vi mt phn trong nhngha CWQC. C hai u nhn mnh n tm quan trng ca s hp tc gia cc

b phn khc nhau ca cng ty v gia cng ty vi ngi cung cp tha mnnhu cu khch hng mt cch tit kim nht. iu khc nhau l trong nh nghaca y ban Gii thng Deming ni r hn v p dng chng trnh PDCA, nhnmnh s cn thit v tm quan trng ca s tham gia ton b nhn vin trong hotng QC. iu ny khng thy trong nh ngha ca Feigenbaum.

Nh vy, thc ra khi a TQC vo thc hnh Nht Bn, do c mt viim khc bit nn bin chuyn thnh CWQC. y khng ch l phng php giiquyt v hp l ha cc vn m cn l c hi sng to v a ra cc yu cuthch thc hn.

c im ch yu ca TQC Nht Bn l:- Cht lng c nh hng bi khch hng.- Cht lng c lnh o cng ty u tin hng u.- Chin lc, chnh sch v mc tiu c pht trin vi s tham gia ca

ton cng ty.

- Cc hot ng kim sot cht lng do lnh o cng ty ch o v c stham gia ca mi nhn vin trong cc n v ca cng ty.- Lnh o cng ty kim tra li vic p dng.- Kim sot cht lng c xem xt trong mi giai on, t lp k hoch

sn phm ti dch v phc v khch hng, cc yu cu ca khch hng c thngbo vi tng cng vic v cc yu t sn xut.

-Nhn vin tnh nguyn tham gia trong cc hot ng ca nhm cht lng.- Cc chng trnh o to c sp xp cho cc cp lnh o v cng nhn.- Cc k thut kim sot cht lng c bit l cc phng php thng k

c p dng trit v thch hp cho cng nhn.- Hot ng kim sot cht lng c m rng cho cc khu vc phi sn

xut nh ngn hng, bnh vin, c quan nh nc.- T chc chin dch cht lng quc gia (thng cht lng) to nhn thc

v thng bo tin tc thng qua s phi hp chung ca cng ng x hi.Tng kt li, TQC ti Nht Bn c hai c im c bn:c im c bn th nht l phm vi cc hot ng kim sot cht lng rt

rng ln. iu ny l nh nhn thc su sc ti Nht Bn v nhu cu lm vic ngi (teamwork), khng ch trong cc qu trnh sn xut, kim tra m cn trong mi

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lnh vc khc, t marketing n bn hng v dch v sau khi bn, lp nn chui cchot ng m bo s hi lng ca khch hng, tng quy m th trng v th

phn trong mi trng y cnh tranh.c im c bn th hai ca TQC l s tham gia ca ton b nhn vin vo

cc hot ng kim sot cht lng v ph tr.* Nhn xt:

TQC l mt lot cng c thng xuyn, khng phi mang tnh nht thi.Chng c xem xt nh gi thng xuyn m bo ph hp vi cc yu cu nh bng cch a cc yu cu ca HTCL vo qu trnh lp k hoch, cc kqu nh gi h thng c lnh o xem xt tm c hi ci tin.

TQC khng ch l mt chin dch vi nhng khu hiu, p phch ngvin m tm ra mt phng php lu di v mt nn vn ha mi trong cng ty.. l mt t duy mi v qun l, nhng tiu im khng ch qun l m cn khchhng. Khch hng y cn bao gm c khch hng ni b. S tha mn khchhng bt ngun t tng ci tin nh gi l Kaizen (ci tin cht lng lin tc) vgim s bin ng v cht lng thng qua vic s dng cc d liu v cc cng cthng k phn tch, x l cc d liu .

* Tin trnh thc hin CWQCTin trnh thc hin CWQC thng qua 7 giai on, trong 3 giai on u

chnh l TQC theo kiu M, 4 giai on sau l theo cch Nht Bn:1. Kim tra sau khi sn xut (nh hng theo sn phm)2. Kim sot cht lng trong qu trnh sn xut (nh hng theo qu trnh).3. m bo cht lng lin quan n mi n v (nh hng theo h thng).4. o to hun luyn (cc vn con ngi trong cht lng).5. Ti u ha thit k sn phm v quy trnh i vi cc yu cu kht khe

(nh hng x hi).6. Hn ch tn tht theo phng php Taghuchi (nh hng theo chi ph)7. Trin khai chc nng cht lng khng phi l mt cng vic tch bit

nm trong tay cc nh chuyn mn.* Phng php v li ch khi thc hin CWQC+ Mc tiu- p ng yu cu v mong i ca khch hng.+ Phng php: - Kim sot cht lng ton din.

- Kim sot cht lng thng k- n gin ha v gia tng- Hun luyn- Nhm cht lng- S h tr v ch o ca lnh o.

+ Li ch: - Nng cao nng sut.- Ci tin cht lng- Gim chi ph- Li nhun cao- Cng vic n nh v c cht lng cao

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- Nhn vin c khuyn khch ng vin- V tr cnh tranh cao- Marketing ton cu.

Gii thng DemingGii thng Deming bt u c p dng vo nm 1956, nm trong chin

lc ph bin Kim sot Cht lng ti Nht.

Nh thng k hc W.Edwards Deming n Nht bn vo nm 1950 v theoli mi ca Juse o to kha hc 8 ngy v kim sot cht lng (QC) cho cck s v t chc cc hi tho v QC cho cc nh qun l cp cao Tokyo, Osakav cc thnh ph chnh khc. Cc kha hc c nhit tnh hng ng v cc

bi ging ca Deming gip cho cc thnh vin trong kha hc hiu c squan trng ca kim sot cht lng thng k trong cng nghip sn xut.

ghi nh nhng s ng gp v tnh hu ngh ca Deming i vi Nhtbn, vi s gi ca Juse nhm khuyn khch pht trin QC ti Nht Bn, giithng Deming c thnh lp vo nm 1951 gm hai loi:

- Gii thng Deming (ginh cho c nhn).- Gii thng ng dng Deming (ginh cho cc cng ty)Gii thng Deming c nhn c trao tng cho nhng ngi t c kt

qu xut sc trong vic p dng kim sot cht lng ton cng ty (CWQC), datrn c s cc phng php thng k hoc trong vic nghin cu v ph bin cc

phng php thng k s dng trong CWQC. Hng nm mt c nhn c chn nhn gii thng ny.

Gii thng ng dng Deming c trao tng cho cc cng ty hay cc bphn tc nghip t kt qu ni bt thng qua vic p dng thnh tho CWQC datrn cc phng php thng k v tip tc p dng chng trong tng lai.

Yu cu c th nhn c mt Gii thng ng dng Deming l phithc hin c hiu qu h thng CWQC trn c s s dng cc phng php thngk nhm mc ch ci thin mi trng bn trong ca cc cng ty.

t c iu , cc cng ty phi:- Pht trin tm nhn di hn v r rng v tng lai, xc nh v loi b

nhng tr ngi i vi tin trnh.- Tin hnh cc bc ngn chn nhng tr ngi ti din v gii quyt

nhng vn cn tn ti hoc mi ny sinh.- ng thi phi tip tc cc qu trnh ny trong tng lai.Tt c cc hot ng trn phi c thc hin trn mt phm vi rng khp

ton cng ty. Gii thng ng dng Deming c trao tng cho cc cng ty t ktqu ni bt nh nhng hot ng nh vy.

Xut x, Gii thng ng dng Demng ch dnh cho cc cng ty Nht Bn.Tuy nhin, cc cng ty t nhng nc ngoi Nht Bn t ra rt quan tm i vigii ny. p li, y ban Gii thng Deming d tho nhng quy nh micho hot ng ca gii vo nm 1984, cho php cc cng ty nc ngoi tham gia v c mt s cng ty nc ngoi t c gii thng ny. Nhng thnh cng ny

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ch r h thng qun l Nht Bn c th p dng c cho bt k ngnh no tibt c ni u trn th gii v thu ht s quan tm khp trn th gii.

Bn cht ca kim sot cht lng ton din: chnh sch hng ti hiu qukinh t, pht hin v gim mc ti thiu cc chi ph km cht lng.

5. Qun l cht lng ton din* Khi nim

TQM l mt phng php qun l ca mt t chc, nh hng vo chtlng, da trn s tham gia ca mi thnh vin v nhm em li s thnh cng dihn thng qua s tha mn khch hng v li ch ca mi thnh vin ca cng ty v ca x hi.

* Gii thch khi nim- Thnh vin l mi nhn vin trong mi n v thuc mi cp trong c cu

t chc.- Vai tr lnh o ca cp qun l cao nht v s o to, hun luyn cho

mi thnh vin ca cng ty l iu ct yu cho s thnh cng ca phng phpny.

- Trong TQM, khi nim cht lng lin quan n vic t c mi mctiu qun l.

- "Li ch x hi" c ngha l thc hin cc yu cu m x hi t ra.- "Ton din" (tng hp) c ngha l:

Huy ng ton din cc nhn vin.Lp k hoch cht lng v kim sot t khu thit k ti mi giai

on sn xut.Cht lng bao gm c cc dch v i vi khch hng.Khch hng bao gm c khch hng ni b ca cng ty.

- Mc tiu ca TQM l ci tin cht lng sn phm v tho mn khch hng mc tt nht cho php.* Tc dng ca vic thc hin TQMTQM c p dng ci tin mt cch nht th mi hot ng trong mi

cp ca cng ty. Cng ty p dng TQM s c th bao qut c mi giai on tduy cht lng khc nhau v lun lun ci tin kh nng p ng nhu cu khchhng. Qu trnh thc hin bao gm mi mc tiu, chc nng ngang nh cht lng,chi ph, tin , quan h khch hng. TQM thng nht mi n lc qun l tp trungcho vic ci tin lin tc cc qu trnh. Cc hot ng ny nhm mc tiu cui cngl nng cao s tha mn ca khch hng.

S nht th ha mi hot ng trong TQM gip cho cng ty tin hnh cchot ng pht trin, sn xut, tc nghip v h tr duy tr c cht lng sn

phm vi tin ngn nht, chi ph thp nht. iu ny khng ging vi cch trinkhai tun t, n i hi s trin khai ng thi ca mi qu trnh trong h thngtng th.

Cc c im chung ca TQM trong qu trnh trin khai thc t ti cc cng ty:- Cht lng nh hng bi khch hng.

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- Vai tr lnh o trong cng ty.- Ci tin cht lng lin tc- Tnh nht th, h thng- S tham gia ca mi cp, mi b phn, nhn vin.- S dng cc phng php t duy khoa hc nh k thut thng k, JIT,

phng php Taghuchi.

Nh vy, c im ni bt ca TQM so vi cc phng ph qun l chtlng trc y l n cung cp mt h thng ton din cho cng tc qun l v citin mi kha cnh c lin quan n cht lng v huy ng s tham gia ca mi b

phn v mi c nhn t c mc tiu cht lng t ra.Trong nhng nm 1990, khi nghin cu cc quy tc qun l cht lng

M, Nht, c, Canada thy c nhng thay i c bn di y:- Tm quan trng ngy cng tng ca cng ngh p ng cc mong i

ca khch hng.- Vic tp trung ngy cng tng vo s tha mn ca khch hng c xem

l mt tiu ch khi lp k hoch chin lc.- S tham gia ngy cng nhiu ca cng nhn trong cc t nhm lin quan

n cht lng.- Cc mong i ca khch hng s c a vo thit k sn phm hay dch

v mi.- S so snh i chiu tng im vi ngi cnh tranh s tr thnh mt b

phn lp k hoch chin lc.- S n gin ha cc quy trnh sn xut s c p dng rng ri v c

coi l bin php hiu qu y qu trnh a sn phm tt hn ra th trng.Minh ha s tin trin ca cc phng php qun l cht lng

TQMKim sot cht lng ton din

m bo cht lng

Kim sot cht lng

Kim tra sn phm

1920 30 40 50 60 7080 1990

CU HI N TP CHNG1. S cn thit ca vic nh hng vo khch hng?

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2. S lnh o c vai tr nh th no n cng tc thc thi cht lng cadoanh nghip?

3. Mc ch ca qun l nh nc v cht lng hng ha dch v?4. im khc nhau cn bn ca TQM Nht Bn v TQM M l g? T

u m c s khc nhau ?5. Nhng yu cu cn thc hin t c gii thng Deming ng dng l

g? 6. S tin b ca TQM so vi cc phng thc qun l trc l g?7. Pht trin quan h hp tc vi ni b v bn ngoi doanh nghip gip

doanh nghip t c nhng li ch to ln g? Tc ng ca n i vi h thngqun l cht lng ca doanh nghip?

8. Nu mi quan h gia nguyn tc phng php qu trnh v ci tin lintc.

9. T tng chnh ca phng thc kim tra cht lng l g?10. S dng chu k Deming c tc ng nh th no i vi cng tc kim

sot cht lng?

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CHNG IIIKIM SOT QU TRNH BNG THNG K

I. CCH THC GII QUYT VN Bt c lc no cng pht sinh vn cn gii quyt. Lc , vic gii quyt

vn cn c thc hin theo cc bc sau:

- Xc nh vn : vic xc nh vn thnh cng c th xem nh i cmt na chng ng. Do vy, vn cn phi c xc nh mt cch r rng.- Quan st: xem xt nhng tnh cht c th ca vn t nhiu kha cnh,

gc v quan im khc nhau.- Phn tch: tm ra nhng nguyn nhn da trn nhng triu chng xem

xt.- Hnh ng: tin hnh cc bin php loi b nhng nguyn nhn chnh.- Kim tra: m bo nhng vn c ngn nga khng ti din.- Tiu chun ha: nhm ngn nga vnh vin nguyn nhn gy ra vn .- Kt lun: xem xt li cch thc gii quyt vn v lp k hoch cho cng

vic.Trong thc t, cc hot ng cht lng li b qua mt s bc nu trn,

m bo hot ng cht lng c hiu qu, nn m bo thc hin ng 7 bctrn.

II. TN CNG NOTn cng no l cng c c s dng gii quyt cc vn v cht

lng, s dng trong cc nhm cht lng. L k thut huy ng gii phng tcc thnh vin, nhm to ra v lm sng t mt danh mc cc kin, vn .

tin hnh thc hin tn cng no, ngi ch tr thng bo cho cc thnh

vin. Tin hnh thu thp kin v tm ra cc gii php.Hat ng tn cng no nhm thu ht, to ra cng nhiu kin cng tt.Khng c ch trch kin khi kin cha c ni ra, mi ngi t do a ra kin ca mnh.

III. KIM SOT QU TRNH BNG THNG K1. Khi nimSPC l vic p dng phng php thng k thu thp, trnh by, phn tch

cc d liu mt cch ng n, chnh xc v kp thi nhm theo di, kim sot, citin qu trnh hot ng ca mt n v, mt t chc bng cch gim tnh binng ca n.

Kim sot qu trnh l cn thit v khng c mt qu trnh hot ng no cth cho ra nhng sn phm ging ht nhau. S bin ng ny do nhiu nguynnhn khc nhau. C th phn ra lm hai loi nguyn nhn.

* Loi th nhtDo bin i ngu nhin vn c ca qu trnh, chng ph thuc vo my mc,

thit b, cng ngh v cch o. Bin i do nhng nguyn nhn ny l iu tnhin, bnh thng, khng cn phi iu chnh, sa sai.

* Loi th hai

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Do nhng nguyn nhn khng ngu nhin, nhng nguyn nhn c bit, dthng m nh qun l c th nhn dng v cn phi tm ra sa cha nhm ngnnga nhng sai st tip tc pht sinh. Nguyn nhn loi ny c th do thit b iuchnh khng ng, nguyn vt liu sai st, my mc b h, cng nhn thao tckhng ng ...

Li ch ca vic p dng SPC

- Tp hp s liu d dng.- Xc nh c vn - Phng on v nhn bit cc nguyn nhn- Loi b nguyn nhn- Ngn nga cc sai li- Xc nh hiu qu ca ci tin.Trong xu th hin nay, vic nghin cu, ng dng cc cng c SPC l iu

kin cn thit gip cc nh doanh nghip Vit Nam nhanh chng ha nhp thtrng th gii.

2. Phiu kim traa. Khi nimPhiu kim tra l biu mu thu thp v ghi chp d liu mt cch trc

quan, nht qun v to iu kin thun li cho vic phn tch.b. Tc dngPhiu kim tra c s dng thu thp d liu mt cch c h thng nhm

c c bc tranh r rng v thc t.C th s dng phiu kim tra :- Kim tra l do sn phm b tr li.- Kim tra v tr cc khuyt tt.

- Tm nguyn nhn gy ra khuyt tt.- Kim tra s phn b ca dy chuyn sn xut.- Phc tra cng vic kim tra cui cng.c. Cc bc c bn s dng phiu kim tra* Bc 1:Xc nh dng phiu, xy dng biu mu ghi chp d liu, cung cp cc

thng tin v:- Ngi kim tra.- a im, thi gian v cch thc kim tra.- Hnh thc phiu phi n gin cc nhn vin c th s dng mt cch

nh nhau.* Bc 2:Th nghim trc biu mu ny bng vic thu nhp v lu tr mt s d

liu.* Bc 3:Xem xt li v sa i biu mu nu thy cn thit.

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d. Mt vi v d v phiu kim traTn n v sn xut: ..................... Ngy, thng: .......................Tn sn phm: .............................. Tn phn xng: .................Giai on sn xut: Kim tra cui Ca sn xut: .........................Loi khuyt tt: R, nt, khng hon Tn kim tra vin: ...............chnh, sai hnh dng, ... L s: ..................................

Tng s sn phm kim tra: 2.500 Lnh sn xut: ......................Ghi ch: Kim tra 100%PHU KIM TRA CAC DANG KHUYT TT

Loai khuyttt

Du hiu kimnhn

Tn s

R b mt IIII IIII IIII IIII I 21Nt IIII IIII IIII 14khng hoan chnh IIII IIII II 12Sai hnh dang IIII II 7

Khuyt tt khac III 3S san phm saihong

IIII IIII IIII IIII IIII IIIIIIII IIII IIII IIII IIII II

57

MU THU THP D LIU NGUYN NHN GY HONG SANPHM

Thitb

Cng

n

hn

Thhai

Thba

Tht

Thnm

Thsau

Thbay

S C S C S C S C S C S C

May

A oooxx

oox

ooooxx

oxo

oooo

xxo

oox

xooxx

x

oxx

ox

I Booo o

ox oo oox o

x oo ox

x ox

May

C oooo

ox

ox

oxo ox o xoo o o ox o

oo

II Doo o o oo oo ox oo xo o x o ox

Ngi thu thp d liu .........................................................................................

Thi gian thu thp: T ngay: ............... n ngay: ..............aim: .............................................................................................

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.................Cach thuthp: .......................................................................................................Ky hiu dung trong mu:

O: Vt xc b mt : Sai hnh dang

X: Cac vt nt ran : Cac khuyt tt khac : Cha hoan chnh S: Sang C: Chiu

PHIU KIM TRA S LNG SAI LI KHI SAO CHUP CUAMI LOAI SAI LI NG VI NGUYN NHN

Nguyn nhn saili

Loai sai liMttran

g

Banchupb m

Mt

hnh

Khngxptheo

tht

Tngs

Ket may mB phn iuchnh m nhat

Tnh trang bangcNguyn nhn khac

Tng sNgi kim tra:Ngay:a im:Cac kim tra:

3. Biu Paretoa. Khi nimBiu Pareto l mt dng biu hnh ct c sp xp t cao xung thp.

Mi ct i din cho mt c th (mt dng trc trc hoc mt nguyn nhn gy trctrc, ...) chu cao mi ct biu th mc ng gp tng i ca mi c th vo ktqu chung. Mc ng gp ny c th da trn s ln xy ra, chi ph chung. Mcng gp ny c th da trn s ln xy ra, chi ph lin quan n mi c th hoccc php o khc v kt qu. ng tn s tch ly c s dng biu th sng gp tch ly ca c th.

b. Tc dng- Cho thy s ng gp ca mi c th n hiu qu chung theo th t quan

trng, gip pht hin c th quan trng nht.- Xp hng nhng c hi ci tin.

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Bng s phn bit ra nhng c th quan trng nht vi nhng c th t quantrng hn, ta c th thu c s ci tin ln nht vi chi ph t nht.

c. Cc bc c bn s dng biu Pareto- Xc nh cch phn loi v thu thp d liu (n v o, thi gian thu nhp).- Sp xp d liu theo s lng t ln nht n nh nht. Tnh tn s tch ly.- V biu Pareto.

K hai trc tung, mt u v mt cui trc honh. Thang bn tri cnh c theo n v o, chiu cao ca n phi bng tng s ln ca tt c cc cth. Thang bn phi c cng chiu cao v c nh c t 0 n 100%. Trn mi cth v hnh ch nht c chiu cao biu th lng n v o cho c th . Lpng tn s tch ly.

- Xc nh cc c th quan trng nht ci tin cht lng.d. V dT s liu ca phiu kim tra dng khuyt tt (bng 4.5) s v c biu

Pareto (hnh 4.7)PHIU KIM TRA DANG KHUYT TTThi gian t 01/01/1997 n 31/5/1997

S san phm kim tra: 1.000 cai

K hiukhuyt tt

Khuyt tt b phn

S snphm b

khuyt tt(ci)

Tn s tchly sn phm

khuyt tt(ci)

T lkhuyt tt

(%)

Tn s tchly khuyt

tt (%)

A Vao c 87 87 31,1 31,1B Vao vai 75 162 26,8 57,9C Ln lai 40 202 14,3 72,1

D Lamkhuy

30 232 10,7 82,9

E Lam tui 25 257 8,9 91,8F Ct 23 280 8,2 100

280 100Biu trn cho thy vo c, vo tay, ln lai gy ra 72,1% khuyt tt v ch

ra cc c hi ln nht ci tin.

B C D E F

0

50

100

150

200

250

8775

4030 25 23

31,1%

57,9%

82,9%

91,8%

100.0%00.0%

72,1%

0.0%

20.0%

40.0%

60.0%

80.0%

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Biu Pareto

4. Biu kim sota. Khi nimBiu kim sot l biu c mt ng tm ch gi tr trung bnh ca

qu trnh v hai ng song song trn v di ng tm biu hin gii hn kimsot trn v gii hn kim sot di ca qu trnh c xc nh theo thng k.Biu kim sot l cng c phn bit cc bin ng do cc nguyn nhn c

bit cn c nhn bit, iu tra v kim sot gy ra (biu hin trn biu kimsot l nhng im nm ngoi mc gii hn) vi nhng thay i ngu nhin vn cca qu trnh

Biu kim soatb. Tc dng

Biu kim sot cho thy s bin ng ca qu trnh sn xut hoc tcnghip. Trong sut mt chu k thi gian nht nh. Do , n c s dng :

- D on, nh gi s n nh ca qu trnh.- Kim sot, xc nh khi no cn iu chnh qu trnh.- Xc nh s ci tin ca mt qu trnh.c. Phn loiC hai loi biu kim sot, mt loi c dng cho cc gi tr lin tc v

loi kia dng cho cc gi tr ri rc.

PHN LOAI BIU KIM SOAT

1 2 3 4 5 6 7 8 S mu

S o

Vt ngoi gii hn

Gii hn trn (GHT)

ng trung bnh

Gii hn di (GHD)

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c tnhgia tr

Tn goi

Gia tr lintuc

Biu x - R (gia tr trung bnh va khoangsai bit)Biu x (gia tr o c)

Gia tr ri

rac

Biu Pn (s cac n v sai sot)

Biu p (phn trm sai sot)Biu c (s sai sot)Biu u (s sai sot trn mt n v)

d. Cc bc c bn s dng biu kim sot- Bc 1: La chn c tnh p dng biu kim sot- Bc 2: La chn loi biu kim sot thch hp- Bc 3: Quyt nh c mu v tn s ly mu- Bc 4: Thu thp v ghi chp d liu trn t nht l 20 mu hoc s dng

cc d liu lu tr trc y.- Bc 5: Tnh cc gi tr thng k c trng cho mi mu.- Bc 6: Tinh gii hn kim tra da trn cc gi tr thng k tnh t cc

mu.- Bc 7: Xy dng biu v nh du trn biu cc gi tr thng k

mu.- Bc 8: Kim tra trn biu i vi cc im ngoi gii hn c th nu

tn (c th, c bit).- Bc 9: Quyt nh v tng lai.e. Cch c biu kim sot

iu quan tng nht trong kim sot qu trnh l nhn vo biu kim sotta c th c c s bin ng ca qu trnh mt cch chnh xc v c hnh ngkhc phc kp thi khi pht hin c iu bt thng trong qu trnh.

* Qu trnh sn xut trng thi n nh khi:- Ton b cc im trn biu u nm trong hai ng gii hn kim sot

ca biu .- Cc im lin tip trn biu c s bin ng nh* Qu trnh sn xut trng thi khng n nh khi:- Mt s im vt ra ngoi cc ng gii hn ca biu kim sot

- Cc im trn biu c nhng du hiu bt thng, mc d chng unm trong ng gii hn kim sotCc du hiu bt thng biu hin cc dng sau:+ Dng 1 bn ng tm: Khi trn biu xut hin trn 7 im lin tip ch

mt bn ng tm.+ Dng xu th: khi cc im lin tip trn biu c xu hng tng hoc

gim mt cch lin tc.+ Dng chu k: Khi cc im trn biu cho thy cng kiu loi thay i

qua cc khong thi gian bng nhau.

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+ Dng k cn vi ng gii hn kim sot: Khi cc im trn biu kimsot nm k cn cc ng kim sot.

f. V dPhiu kim sot x - R ch tiu trng lng (xem bng trn)

(n = 5; k = 25)R: rng ca mu (khong sai bit)

Biu kim sot xng tm x = 29,86Gii hn trn = x + A2R

= 29,86 + 0,577 x 27,44= 45,69

Gii hn di = x - A2R= 29,86 - 0,577 x 27,44= 14,03

Biu kim sot Rng tm : R = 27,44Gii hn trn = D4R = 2,115 x 27,44 = 58,04Gii hn di: D3 R < 0 (khng cn xc nh v D3 < 0)

PHIU KIM SOAT CH TIU TRONG LNGS nhom

conX1 X2 X3 X4 X5 x R

1 2 3 4 5 6 7 8 91 47 32 44 35 20 178 35,6 282 19 37 31 25 34 146 29,2 183 19 11 16 11 44 101 20,2 334 29 29 42 59 38 197 39,4 305 28 12 45 36 25 146 29,2 336 40 35 11 38 33 157 31,4 297 15 30 12 33 26 116 23,2 218 35 44 32 11 38 160 32,0 339 27 37 26 20 35 145 29,0 1710 23 45 6 37 32 163 32,6 2211 28 44 40 31 18 161 32,2 2612 31 25 24 32 22 134 26,8 1013 22 37 19 47 14 139 24,8 3314 27 32 12 38 30 149 29,8 2615 25 40 24 50 19 158 31,6 3116 7 31 23 18 32 111 22,2 25

17 38 0 41 40 37 156 31,2 4118 35 12 29 48 20 144 28,8 3619 31 20 35 24 47 157 31,4 2720 12 27 38 40 31 148 29,6 2821 52 42 52 24 25 195 39,0 2822 20 31 15 3 28 97 19,4 2823 29 47 41 32 22 171 34,2 2824 28 27 22 32 54 163 32,6 2525 42 34 15 29 21 141 28,2 32

Tng s 746,6 27

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n. Bng cch xem xt tng bc trong qu trnh c lin quan n cc bc khcnhau nh th no, ngi ta c th khm ph ra ngun gc tim tng ca nhng trctrc. Biu tin trnh c th p dng cho tt c cc kha cnh ca mi qu trnh, ttin trnh nhp nguyn liu cho n cc bc bn v lm dch v cho mt sn

phm.Biu tin tnh c xy dng vi cc k hiu d nhn ra. Nhng k hiu

thng s dng.* Nhm 1:- im xut pht, kt thc.- Mi bc qu trnh (nguyn cng) m t hot ng hu quan.- Mi im m qu trnh chia thnh nhiu nhnh do mt quyt nh.- ng v ca mi tn ni lin cc k hiu, th hin chiu hng tin trnh.- Cc bc qu trnh (hnh ch thp) v quyt nh (hnh thoi) cn c ni

lin bng nhng con ng dn n vng trn xut pht hoc im kt thc.* Nhm 2:S dng nhng k hiu tiu chun i din cho hot ng hoc din bin

khc nhau trong mt qu trnh biu din biu tin trnh chi tit.- Nguyn cng: Th hin nhng bc chu y

trong mt qua trnh.

- Thanh tra: Th hin mt s kim tra v chlng

hoc s lng.- Vn chuyn: Th hin s chuyn ng cu

ngi, vt

liu, giy t, thng tin....- Chm tr, tr hoan: Th hin mt s lu ktam thi

do chm tr, tr hoan, s tam ngng gicac nguyn

cng ni tip nhau.- Lu kho: Th hin mt s lu kho co ki

soat nh laxp h s ( iu o khng phai la ch

tr ).b. Tc dng- M t qu trnh hin hnh, gip ngi tham gia hiu r qu trnh, qua

xc nh cng vic cn sa i, ci tin hon thin, thit k li qu trnh.- Gip ci tin thng tin i vi mi bc ca qu trnh.- Thit k qu trnh mi.c. Cc bc thc hin biu tin trnh- Xc nh s bt u v kt thc ca qu trnh .

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- Xc nh cc bc trong qu trnh (hot ng, quyt nh, u vo vu ra).

- Thit lp mt d tho biu tin trnh trnh by qu trnh .- Xem xt li d tho biu tin trnh cng vi nhng ngi lin quan n

qu trnh .- Thm tra, ci tin biu tin trnh da trn s xem xt li.

- ngy lp biu tin trnh tham kho v s dng trong tng lai(nh mt h s v qu trnh hot ng thc s th no v cng c th s dng xc nh c hi cho vic ci tin).

May lam KhngVic n

CoKhng

ong gay cac Ktban photo thuc

Co

Biu tin trnh qua trnh photocoppy mt tailiu.

Ch ly

ong gay cacTai liu

Nhn tailiu

Nhp slng

cn Coppy vao

Copy

Sa li

Btu

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CHNG IV

NH GI CHT LNG

I. Nhng nguyn tc c bnMc ch ca nh gi cht lng nhm xc nh v mt nh lng cc ch tiu vcht lng v t hp nhng ch tiu y theo nhng nguyn tc xc nh nhm biu

th cht lng sn phm, cht lng qu trnh. Trn c s c th a ra quytnh v sn phm, chin lc sn phm, gii quyt tt nhng vn v d bo,lp k hoch, ti u ha v ph chun cht lng.nh gi cht lng da trn ba nguyn tc c bn sau y

Nguyn tc 1: Cht lng c xem l tng hp cc tnh cht, hn na, cc tnhcht m ngi tiu dng quan tm.Cc tnh cht cht lng c hnh thnh theo mt nguyn tc nht nh: nguyntc phn cp v phn nhnh, ngha l, phn theo mc tng hp v phn nhnhthnh nhng tnh cht thnh phn.

Nguyn tc 2: Trong nh gi cht lng phn bit hai khi nim o v nh gio mt tnh cht no l qu trnh tm mt tr s ca ch tiu Ci, biu th gi trtuyt i ca tnh cht theo n v o lng thch hp.nh gi mt tnh cht no l s do snh gi tr Ci vi gi tr C 0i c chn lmchun. Kt qu ca s so snh ny l ch tiu tng i khng c th nguyn.Khng c chun khng th ni n nh gi cht lng. l c s kim tra,i chiu, nh gi cht lng. Chun c th l tiu chun quc t, tiu chun qucgia, tiu chun ngnh, tiu chun c s, l cc yu cu c th cc hp ng, stha thun, cc ch tiu c duyt, V quan trng hn l chun thc t, chnhl nhu cu, i hi ca ngi tiu dng, ca x hi. y l mt dng chun kht

khe, khch quan v chnh xc nht.Nguyn tc 3: Mi tnh cht trong tp hp tnh cht to thnh cht lng c ctrng khng ch bng gi tr Ci, m cn bi mt thng s vi th hin mc quantrng ca tnh cht . Ngi ta gi vi l h s trng lng (trng s) ca ch tiucht lng th i v a s vi khc nhau i vi nhng tn cht khc nhau.II. Phng php nh gi cht lng1. Phng php phng th nghimPhng php ny c s dng trong trng hp cc ch tiu kinh t, k thut c

bn cng ng thi l cc thng s v cht lng tiu dng ca sn phm hoc khi

trnh cht lng c nh gi gin tip thng qua cc ch tiu kinh t, k thut.Phng php ny c tin hnh trong phng th nghim vi nhngx thit b, mymc chuyn dng v kt qu thu c l nhng s liu di dng nhng quan hv s lng r rng, khch quan.Phng php ny i hi nhiu chi ph m khng phi ai cng thc hin c. c

bit, i vi cc ch tiu v tnh trng sn phm, tnh thm m, mi, v, s thchth, phng php ny khng phn nh c.Cn c vo tnh cht ring ca cc ch tiu cht lng, phng php phng thnghim c thc hin bng nhng cch khc nhau

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Phng php o l phng php da trn nhng thng tin thu c nh sdng cc phng tin o

Phng php ny c xc nh trc tip i vi cc ch tiu nh khi lng,cng dng in, s vng quay, tc ,

Phng php phn tch ha l. Xc nh thnh phn ha hc, hm lng cc

cht, tp cht, mt s tnh cht ha hc, s co gin, ko di ca sn phm,

2. Phng php tnh tonL phng php da trn vic s dng nhng thng tin nhn c nh cc quan hl thuyt hay ni suy.Phng php ny ch yu c s dng xc nh nhng ch tiu giai onthit k nh nng sut, tnh bo ton, tnh d sa cha, Khi cn thit tnh toncc ch tiu, c th s dng s liu c tnh bng cc phng php khc.3. Phng php ghi chp

L phng php da trn nhng thng tin thu c bng cch m cc bin s nhtnh, cc vt th, cc chi ph. V d nh s h hng khi th nghim sn phm, chiph cxho ch to, s b phn tiu chun ha, thng nht ha, s b phn c cpbng pht minh,..4. Phng php cm quanL phng php da trn nhng thng tin thu c nh phn tch cc cm gic cacc c quan th cm: th gic, thnh gic, khu gic,v gic, xc gic.Cc c quan th cm ng vai tr thu nhn cm gic. Gi tr ca cc ch tiu chtlng c xc nh bng cch phn tch cc cm gic trn c s kinh nghim tch ly v c biu th bng mt h thng im.

Phng php ny c dng ph bin xc nh cc ch tiu v thc phm, tnhthm m, mi, v, trang tr,Phng php cm quan ph thuc nhiu vo

Trnh , kinh nghim, thi quen v kh nng ca cc chuyn vin gimnh.

Mang tnh ch quan, ph thuc vo trng thi tinh thn ca cc chuyn vin.Chnh v vy, kt qu t chnh xc so vi phng php phng th nghim, nhng ttn km, n gin v nhanh hn.5. Phng pp x hi hc

Xc nh bng cch nh gi cht lng thng qua s thu thp thng tin v x l kin ca khch hng. thu thp thng tin chung ta c th dxng phng php trng cu kin cakhch hng, thng qua cc hi ch, trin lm, hi ngh khch hng, Sau tinhnh thng k, x l thng tin, kt lun.6. Phng php chuyn giaC s khoa hc ca phng php ny l da trn kt qu ca cc phng php

phng th nghim, phng php cm quan tng hp, x l v phn tch kin ca

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cc chuyn gia ri tin hnh cho im. Phng php ny ngy cng c s dngrng ri v tr thnh mt cng c quan trng trong nh gi cht lng.Phng php chuyn gia c s dng nhiu trong trng hp khi m cc phng

php khc khng kinh t, khng c y s liu. a s cc trng hp l trongd bo kho hc, k thut; nghin cu cc thut ton, cc phng php; p dng ccgii php qun l, cc gii php kinh t; gim nh cht lng, nht l cht luwongj

sn phm.Tuy nhin, phng php chuyn ghia mang tnh ch quan, kt qu nh gi phthuc vo phn ng t nhin, kinh nghim v tm l ca cc chuyn gia. hn ch nhng thiu st ny, ngi ta lun tm cch ci tin cc hnh thc gimnh v x l thng tin.

Ngi ta thng t chc phng php chuyn gia theo hai cchPhng php DELFI: cc chuyn gia khng c s tip xc, khng trao i trc tipvi nhau.Phng php PATERNE: cc chuyn gia c tip xc, trao i vi nhau. kingim nh ca tng chuyn vin l c s cu thnh kin chung ca c nhm.Trnh t tin hnh nh gi cht lng theo phng php chuyn gia

Th d p dng (Theo Tp ch Cng ngh thng tin & Truyn thng)

*D bo s xut hin i th cnh tranh trong lnh vc di ng Vit Nam

Xc nh i tng, mc ch, phm vi nh gi

Xy dng ch tiu nh gi cht lng

Xc nh trng s cc ch tiu cht lng

La chn thang im v phng php th

nh gi la chn chuyn vin gim nh

T chc hi ng gim nh, cc t chuyn vin, t chc nng, chnphng php nh gi

Thu thp, x l v phn tch kt qu

nh gi kt lun

iu chnh

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Kt lun: Nh vy mt na s chuyn gia c hi kin cho rng khong hn 4nm na (4,35 nm) s c cnh tranh quc t trong lnh vc thng tin di ng, hayni mt cch khc cnh tranh quc t trong lnh vc thng tin di ng s din ratrc nm 2007 (Con s 2007 c tnh bng cch ly nm 2002 cng vi 4,35nm v nh nu trn cc kin nh gi ca cc chuyn gia so vi nm 2002)

+ Tnh Mt bit c thi gian xut hin cnh tranh c cc chuyn gia nhttr cao nht

Trong :

+ xMomin l gi tr di ca t cha Mo; dMo l khong cch ca t cha Mo

+ fMo

l tn s ca t cha Mo

; fMo-1

l tn s ca t ng trc t cha Mo

Thay s vo cng thc trn tnh c: Mo = 2 + 2*(20 - 2 )/((20 - 2)+(20 - 17)) =3,71

Kt lun: Trong s 50 chuyn gia hi kin th a s cho rng khong gn 4 nmna (3,71 nm) s c cnh tranh quc t trong lnh vc thng tin di ng, hay nimt cch khc a s cc chuyn gia c hi kin cho rng cnh tranh quc ttrong lnh vc thng tin di ng s xy ra trc nm 2006.

* D bo vai tr tc ng ca cc yu t nh vn, cng ngh, trnh qun l, laong v tc tng trng kinh t i vi s tng trng ngnh BCVT

Nghin cu tc ng ca cc yu t vn, cng ngh, trnh qun l, lao ng vtng trng kinh t i vi s tng trng ngnh BCVT s gip cho cc nh qunl bit c yu t no tc ng mnh n s tng trng t c chnh schu t ng n. Tuy nhin trong s cc nhn t nu trn ch c mt s nhn tlng ho c th dng cng c ton hc tnh c mc nh hng n tngtrng nh vn, lao ng, tng trng kinh t. Cn cc nhn t nh cng ngh vtrnh qun l khng th lng ho s nh hng v vy s dng phng php

chuyn gia d bo s c tc dng trong trng hp ny.

Cc chuyn gia c chn trng cu kin l nhng nh qun l iu hnh snxut kinh doanh trong lnh vc BCVT, cc nh khoa hc, cc nh nghin cu tronglnh vc BCVT.

Thu thp kin nh gi ca 6 chuyn gia v mc tc ng ca cc yu t vn,cng ngh, trnh qun l, lao ng v tc tng trng kinh t i vi s tng

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trng ngnh BCVT, kt qu im nh gi ca cc chuyn gia nh sau (im sc cho mc cao nht l 10 im)

Bng 2. Bng im nh gi ca cc chuyn gia cho tng nhn t

Chuyn

giaVn

Cng

ngh

Qun

l

Lao

ng

Tng trng kinh

tC1 8 10 9 7 6

C2 7 9 10 8 7

C3 10 9 9 8 7

C4 9 10 8 7 7

C5 10 9 8 7 6

C6 10 8 9 8 7

Cij 54 55 53 45 40

a. Tnh gi tr im trung bnh ca tng yu t thy c mc quan trng cacc yu t i vi s tng trng ngnh BCVT

Gi Cj l gi tr im trung bnh ca mc tiu j.

Trong : Cij l im ca chuyn gia i nh gi mc tiu j

i = 1, n (n l chuyn gia)

j = 1, m (m l mc tiu)

Mc tiu no c Cj ln hn th c nh gi cao hn.

Qua kt qu tnh ton thy rng C2>C1>C3>C4>C5. iu c th kt lun cngngh c vai tr quan trng nht i vi s pht trin ngnh BCVT, tip n l yut vn, qun l, lao ng v tng trng kinh t c mc quan trng thp nhttrong s cc yu t nghin cu.

b. Tnh h s nht tr chung (K hiu W) bit mc thng nht kin nh gica cc chuyn gia.

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Trc ht ta nh s li cc C ij theo tng mc tiu t 1n m theo nguyn tc mctiu c gi tr cao nht th gn cho gi tr l 1, mc tiu c gi tr ln th hai th gncho gi tr l 2... cho ti ht, th hin bng 3.

Ta k hiu Rij l gi tr ca Cij c nh s li theo ni dung trn v gi l hngca mc tiu j do chuyn gia i nh gi.

Bng 3. Bng xp hng cc yu t ca cc chuyn gia

Chuyngia

Vn Cng ngh Qun l Lao ngTng

trng

C1 3 1 2 4 5

C2 4,5 2 1 3 4,5

C3 1 2,5 2,5 4 5

C4 2 1 3 4,5 4,5

C5 1 2 3 4 5

C6 1 3,5 2 3,5 5

Tng Sj 12,5 12 13,5 23 29

j 2,1 2 2,3 3,8 4,8

Ta ln lt tin hnh cc bc nh sau:

- Bc 1. Tnh Tng cc hng ca mc tiu (Sj), ghi cui bng

- Bc 2. Tnh hng trung bnh

- Bc 3. Tnh tng bnh phng cc lch

S = (12,5-18)2 + (12-18)2 + (13,5-18)2 + (23-18)2 + (29-18)2 = 232,5

- Bc 4. Tnh Tj = 138. C th nh sau:

Trong :

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CHNG VH THNG QUAN LY CHT LNG THEO TIU

CHUN

I. H THNG QUAN LY CHT LNG1. Khai nim

H thng cht lng bao gm c cu t chc, thutuc, qua trnh va ngun lc cn thit thc hinvic quan ly cht lng, nhm muc ch giup cho doanhnghip lin tuc cai tin cht lng, thoa man khach hangva nhng ngi thng xuyn cng tac vi doanh nghip.

2. Yu cu cua h thng quan ly cht lngXac nh ro san phm va dch vu cung vi cac quy

nh ky thut cho cac san phm o, cac quy nh nay phaiam bao thoa thun cua khach hang.

Cac yu t ky thut, gia tr va con ngi anh hngn cht lng san phm phai c thc hin theok hoach a nh, hng v giam, loai tr va quantrong nht la ngn nga s khng phu hp.

Theo nguyn tc cua quan ly cht lng hin ai,toan b hoat ng cua cng ty c thc hin thng quaqua trnh sau:

Yu cu Yu cu

Ngi cung cp Doanh nghipKhach hang

Phan hi Phan hiQuan h gia ngi cung cp - doanh nghip va

khach hangMoi qua trnh u co nha cung cp, khach hang va

doanh nghip; va cac nhn t nay hnh thanh nn mtchui quan h vi cac dong thng tin phan hi.

H thng vn ban va yu cu cua h thng

vn ban xem xet tnh hiu lc va hiu qua cua h thng

cht lng, ngi ta thng t ra cac cu hoi i vimi qua trnh thuc h thng o nh:

- Cac qua trnh co c c nh va co cac thu tucdang vn ban iu hanh quan ly cac qua trnh o?

- Cac qua trnh co c trin khai y u va cthc hin nh a nu trong vn ban ?

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- Cac qua trnh nay co mang lai kt qua nh mong i?

Vic xy dng va ap dung h thng vn ban la mthoat ng gia tng gia tr. H thng vn ban la bngchng khach quan cho thy:

- Qua trnh a c xac nh.

- Cac thu tuc a c ph duyt va c kimsoat.Vy, h thng vn ban la mt cng cu h tr

cho cai tin cht lng theo ngha giup ngi quan lyhiu c vic tin hanh nh th nao va xac nhc cht lng cua vic thc hin.

Vai tro cua h thng vn ban- Khi vn ban hoa cac hoat ng cai tin cht lng,

ta mi co th xac nh c hiu qua cua nhng thay

i, cai tin. Nu xet thy vic cai tin co hiu qua thse tiu chun hoa chung thanh cac quy nh.- H thng vn ban thch hp se giup doanh nghip:+ at cht lng san phm theo yu cu.+ anh gia h thng cht lng.+ Duy tr s cai tin.Cac yu cu t ra i vi mt h thng cht

lng la:- Vit ra nhng g ang c lam, se lam va lam

ung theo nhng g a c vit.

- Vn ban hoa moi quy nh trong doanh nghip.- D hiu, d ap dung.- Lun lun c cp nht.3. H thng quan ly cht lng theo tiu

chun ISO 9000a. T chc ISOISO la mt t chc quc t v vn tiu chun

hoa co tn y u la The International Organization forStandardization. Thanh vin cua no la cac t chc tiu

chun quc gia cua hn 150 nc trn th gii.ISO la mt t chc phi chnh phu, ra i va hoatng t 23/02/1947. Nhim vu cua ISO la thuc y sphat trin cua vn tiu chun hoa va nhng hoatng co lin quan nhm tao iu kin thun li cho victrao i hang hoa, dch vu quc t va s hp tac phattrin trong cac lnh vc tr tu, khoa hoc, ky thut vamoi hoat ng kinh t khac.

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7.3.7. Kim sot thay i thit k v pht trin (Control of design and development changes)Nhng thay i ca thit k v pht trin phi c:

Nhn bit v duy tr h s.

Xem xt, kim tra xc nhn v xc nhn gi tr s dng.

c ph duyt li (nu cn).

nh gi tc ng ca s thay i ln cc b phn cu thnh v sn

phm c chuyn giao.7.4. Mua hng7.4.1. Qu trnh mua hng (Purchasing process)

- T chc phi m bo sn phm mua vo ph hp vi cc yu cu.- Cch thc v mc kim sot p dng cho ngi cung ng.- nh gi v la chn ngi cung ng da trn kh nng cung cp sn phm ph hp vi

cc yu cu t chc.- Xc nh cc chun mc la chn, nh gi v nh gi li.- Phi duy tr h s cc kt qu nh gi v hnh ng tip theo.

7.4.2. Thng tin mua hng (Purchasing information)

Thng tin mua hng phi m t sn phm c mua, nu thch hp c th bao gm :a. Yu cu v ph duyt sn phm, cc th tc, qu trnh v thit b.b. Yu cu v trnh nhn s.c. Yu cu v h thng qun l cht lng.m bo s tho ng ca cc yu cu mua hng quy nh trc khi thng bo

cho ngi cung ng.7.4.3. Kim tra xc nhn sn phm mua vo (Verification of purchased product)

T chc phi lp v thc hin cc hot ng kim tra hoc cc hot ng khc cn thit m bo rng sn phm mua vo p ng cc yu cu mua hng quy nh.

Khi t chc hoc khch hng c nh thc hin cc hot ng kim tra xc nhn ti c

s ca nh cung ng, t chc phi cng b vic sp xp kim tra xc nhn d kin v phngphp thng qua sn phm trong cc thng tin mua hng.7.5. Sn xut v cung cp dch v7.5.1. Kim sot sn phm v cung cp dch v (Control of prodction service provision)

T chc phi lp k hoch, tin hnh sn xut v cung cp dch v trong iu kinc kim sot, bao gm :

a. S sn c cc thng tin m t cc c tnh ca sn phm.b. S sn c cc hng dn cng vic khi cn.c. Vic s dng cc thit b thch hp.d. S sn c v vic s dng cc phng tin theo di v o lng.

e. Thc hin vic o lng v theo di.f. Thc hin cc hot ng thng qua, giao hng v cc hot ng sau giao hng.

7.5.2. Xc nhn gi tr s dng ca cc qu trnh sn xut v cung cp dch v (Validation ofprocesses for production and service provision )

- p dng cho qu trnh sn xut v cung cp dch v c kt qu u ra khng th kimtra xc nhn bng cch theo di hoc o lng trc . iu ny bao gm mi qu trnh m ssai st ch c th tr nn r rng sau khi sn phm c s dng hoc dch v c chuyn giao.

- Phi chng t kh nng ca cc qu trnh t c kt qu hoch nh.Cn ch nhng im sau:

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C hiu lc;

V xc nh cc im ci tinBao gm thng tin v:

a. S tho mn khch hng.b. S ph hp vi cc yu cu v sn phm.c. c tnh v xu hng ca cc qu trnh, sn phm v c hi ci tin.

d. Ngi cung ng.8.5. Ci tin8.5.1. Ci tin thng xuyn (Continual improvement)

T chc phi thng xuyn nng cao tnh hiu lc ca h thng qun l cht lng thngqua vic s dng chnh sch cht lng, mc tiu cht lng, kt qu nh gi ni b, vic phntch d liu, hnh ng khc phc v phng nga v s xem xt ca lnh o.8.5.2. Hnh ng khc phc (Corrective action)

T chc phi thc hin hnh ng nhm loi b nguyn nhn ca s khng ph hp ngn nga s ti din.

Phi lp mt th tc dng vn bn xc nh cc yu cu v :

a. Vic xem xt s khng ph hp (k c cc khiu ni ca khch hng)b. Xc nh nguyn nhn ca s khng ph hpc. nh gi mc cn c cc hnh ng khc phc.d. Vic xc nh v thc hin cc hnh ng cn thite. Vic lu h s cc kt qu ca hnh ng c thc hinf. Vic xem xt cc hnh ng khc phc thc hin

8.6.3. Hnh ng phng nga (Preventive action)T chc phi xc nh cc hnh ng nhm loi b nguyn nhn ca s khng ph hp

tim n ngn chn chng xut hin.Phi lp mt th tc dng vn bn xc nh cc yu cu i vi :

a. Vic xc nh s khng ph hp tim n v cc nguyn nhn ca chng.b. nh gi nhu cu thc hin cc hnh ng phng nga.c. Vic xc nh v thc hin cc hnh ng cn thit.d. H s cc kt qu ca hnh ng c thc hine. Vic xem xt cc hnh ng phng nga c thc hin.

4. Xy dng va ap dung h thng quan lycht lng theo tiu chun ISO 9000

Vic xy dng va ap dung h thng quan ly chtlng ISO 9000 cung tng t nh tin hanh mt dan. y la mt qua trnh phc tap, oi hoi s quyt tmva n lc cua toan th cac thanh vin trong t chc matrc ht la s quan tm va cam kt cua lanh ao

Qua trnh xy dng va ap dung h thng quan lycht lng theo ISO 9000 co th phn thanh ba giai oanvi mt s bc c ban sau:

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d. ao tao v nhn thc va cach xy dng vnban theo ISO 9000

y la cng vic quan trong, vic ao tao nhm lamcho moi ngi tr nn co y u nng lc va trnh xy dng thanh cng h thng cht lng theo ISO 9000,cn t chc cac chng trnh ao tao mc khac

nhau cho can b nhn vin hiu ro cac vn lin quann ISO 9000, hiu ro li ch cua vic ap dung ISO 9000va bit cach xy dng h thng vn ban theo ISO 9000.

e. Vic khao sat h thng hin co va lp khoach thc hin

Vic khao sat h thng hin co nhm xem xet trnh hin tai cua qua trnh hin co, thu nhp cac chnhsach cht lng, thu tuc hin hanh, t o phn tch, sosanh vi cac yu cu cua tiu chun ap dung tm ra

nhng L hng b sung. Sau o nhom cng tac se xacnh trach nhim cua cac n v va ca nhn co lin quan vatin thc hin.

4.2. Giai oan thc hin: Xy dng va thchin h thng cht lng

f. Vit cac tai liu cua h thng cht lngy la hoat ng quan trong nht trong qua trnh

thc hin. No thit lp mt cu hnh c ban cho phepkim soat cac hoat ng chu yu co anh hng ncht lng cua cua t chc. Mt b tai liu tt se la

tin cho vic xy dng thanh cng h thng chtlng theoISO 9000.

Tai liu v h thng cht lng gm nhiu nc,mi nc xac nh mt mc chi tit v phng phap,hoat ng cua t chc. Thng thng mt tai liu vh thng cht lng bao gm 4 nc c sp xptrt t t trn xung di nh sau:

- Nc 1: S tay cht lng- Nc 2: Cac quy trnh thu tuc

- Nc 3: Cac hng dn cng vic- Nc 4: Cac biu mu, bin ban, h s, bao cao.Muc ch cua vic vit s tay cht lng la

chng s cam kt i vi cht lng, kim soat hthng cht lng, am bao tnh nht quan, cung cpngun thng tin quy gia cho cng tac quan ly, tp hun chocan b cng nhn vin. Ngoai ra, s tay cht lng con lamt tai liu dung marketing, gii thiu vi khach hang

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v h thng am bao cht lng cua doanh nghipmnh nhm tao ra nim tin i vi khach hang.

Muc ch cua vic vit cac quy trnh thu tuc la m ta cac bc thc hin bao am cht lng sanphm, nng cao nng lc thc hin giup cho moingid dang thc hin ung cng vic c giao.

Cac h s lu tr v cht lng la bng chngkhach quan v cng vic a thc hin c cua hthng.

g. Thc hin h thng cht lngSau khi hoan tt vic xy dng vn ban cua h

thng cht lng, t chc cng b ch th v victhc hin, quyt nh ngay thang ap dung h thngmi va gi hng dn thc hin.

Khi a h thng vn ban vao hoat ng, nhom cng

tac chu trach nhim iu hanh qua trnh hoat ng,ng thi tip thu y kin cua nhng ngi trc tipthc hin cng vic o co nhng sa i phu hp,lam cho qua trnh hoat ng co hiu qua nht.

h. anh gia cht lng ni bSau khi h thng cht lng a c trin khai

mt thi gian, cn phai t chc anh gia cht lng nib xem xet s phu hp v hiu lc cua h thng.Mi can b cua t chc cn c ao tao co tinhanh anh gia cht lng ni b. Cn xut va tin

hanh anh gia cht lng ni b, thc hin cac hoatng khc phuc i vi bt ky sai sot nao trn c s cackt qua anh gia.

i. Cai tin h thng vn ban hoc cai tin cachoat ng

Da vao kt qua anh gia cht lng ni b, nuxet thy con nhng im cha phu hp vi cac yu cucua ISO 9000 th t chc se tin hanh hiu chnh, cai tinh thng vn ban hoc cai tin cac hoat ng trong qua

trnh thc hin h thng.4.3. Giai oan chng nhnj. anh gia trc khi chng nhnSau khi nhn thy h thng cht lng cua t

chc khng con thiu sot na th t chc se tin hanhla chon c quan chng nhn va ng ky chng nhn. Cquan chng nhn se tin hanh anh gia toan b hthng cht lng cua t chc theo yu cu cua ISO 9000.Qua trnh anh gia co th c chia lam hai giai oan:

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anh gia s b va anh gia chnh thc. Moi s khng phuhp hay nhng im cn lu y c phat hin trong quatrnh anh gia se c thng bao.

k. Hanh ng khc phucTrn c s kt qua anh gia cua c quan chng nhn,

t chc se tin hanh cac hoat ng khc phuc nhng

thiu sot trong vn ban va trong vic ap dung vn ban.ng thi thit lp cac bin phap phong nga sai sot.l. Chng nhnSau khi xet thy t chc chng to a thc hin cac

hanh ng khc phuc va thoa man cac yu cu a quynh, c quan chng nhn se ra quyt nh chng nhn.Giy chng nhn ch co gia tr trong pham vi a ghi tronggiy, tai mt a ban cu th vi h thng cht lnga c anh gia phu hp vi tiu chun c ap dung.

Mc khac, giy chng nhn nay ch co hiu lc mts nm (thng la 3 nm) vi cac iu kin t chc tunthu cac yu cu cua c quan chng nhn.

m. Giam sat sau chng nhn va anh gia laiTrong thi gian chng nhn co hiu lc, c quan

chng nhn se tin hanh anh gia giam sat theo nh ky(thng la 1 nm 2 ln) hoc anh gia t xut i vit chc c nhng chng nhn bao am hthng cht lng c ap dung. Thng 3 nm, c quanchng nhn se tin hanh anh gia lai toan b h thng

cht lng cua t chc cp lai giy chng nhn.n. Duy tr, cai tin, i mi h thng cht

lngVic nhn giy chng nhn ISO 9000 ch c coi la

s vn hanh cua h thng cht lng cua t chc. Doo sau khi c cp giy chng nhn ISO 9000 t chccn tch cc duy tr, cai tin va i khi phai i mi hthng duy tr nng cao hiu nng cua h thng.

5.Nhng iu kin ap dung thanh cng ISO

9000Lanh ao doanh nghip: cam kt cua lanh ao ivi vic thc hin chnh sach cht lng va vic apdung h thng quan ly cht lng la iu kin tinquyt i vi s thanh cng trong vic ap dung va duytr h thng quan ly ISO 9000.

Yu t con ngi: s tham gia tch cc va hiubit cua moi thanh vin trong cng ty i vi ISO 9000 vavic ap dung gi vai tro quyt nh.

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- Ph duyt: do ban lanh ao cua doanh nghip thchin. Nu lanh ao thng qua chng trnh nay, th tiptuc thc hin qua giai oan sau, nu khng th quay laigiai oan lp chng trnh c thc hin lai.

- Thng bao cho cac n v: chng trnh a c phduyt c gi n cac phong ban lin quan cac bphn nay chun b anh gia.

- Chun b anh gia: nhng ca nhn lin quan co trachnhim nghin cu cac tai liu lin quan n ni dung

c phn cng anh gia va chun b cac tai liu cnthit cho cuc anh gia.

- Tin hanh anh gia: Vic anh gia c tin hanhtai cac n v, khi phat hin ra nhng vn cn caitin hay khng phu hp vi h thng cn c ghi chepkem vi bng chng cua s khng phu hp o.

- Bao cao tng hp kt qua anh gia: Tt ca nhngchi tit v vic anh gia cua mi thanh vin c tphp phuc vu cho muc tiu cai tin.

- Thc hin hanh ng phong nga, khc phuc: Xacnh nguyn nhn, a ra bin phap khc phuc, phongnga va thi han thc hin da vao nhng im cnc cai tin nh a nu trong giai oan trc.

- Kim tra- Lu h s7. Mt s h thng quan ly theo tiu chun

khac6.1. H thng quan ly cht lng Q- Base

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H thng quan ly cht lng ISO 9000 a ctha nhn va ap dung trn quy m toan cu. Li ch cuavic ap dung va c chng nhn theo ISO 9000 ac khng nh. Tuy nhin, cac yu cu ra trong ISO9000 co th qua cao i vi cac doanh nghip ang mibc u ap dung cac bin phap quan ly cht lng,

c bit i vi cac doanh nghip nay cung khng th boqua cng tac quan ly cht lng nu nh ho mun tntai va phat trin. ap ng nhu cu o, t chc Telarecua New Zealand a a ra h thng quan ly cht lngco tn la Q-Base. H thng Q-Base co nguyn ly nh ISO9000 nhng n gian hn, chu trong hn n cac yu tthc hanh va d ap dung hn.

H thng Q- Base la tp hp cac kinh nghim vquan ly cht lng a c thc thi tai New Zealand va

mt s quc gia khac nh Autralia, Canada, Thuy in, anmach. H thng Q- Base cung c rt quan tm cacnc trong khi ASEAN. Vit Nam c Telarc cho phep sdung h thng Q - Base t thang 11/1995.

H thng Q- Base a ra 7 yu cu v cac vn :a.Quan ly h thng cht lng- Doanh nghip phai nh ngi chu trach nhim v

bao am cht lng trong cng vic hang ngay - ngiiu phi v cht lng (PCL)

- iu phi cht lng phai la ngi co uy tn va

quyn han co th am bao rng tt ca nhng ngikhac trong doanh nghip u tin tng va tun thu chngtrnh am bao cht lng do ngi nay xut.

- Trach nhim va quyn han cua PCL phai c nuro trong mt vn ban m ta cng vic. Giam c doanhnghip phai xem xet va ky vn ban nay chnh thc hoava chng minh s cam kt v mt chng trnh bao amcht lng trong toan doanh nghip.

b. Kim soat cac vn ban va h s chu yu

- Doanh nghip co mt h thng phn nh thngnht va kim soat tt ca cac vn ban va h s chu yu bao am rng ch co vn ban hin hanh mi c sdung va khng tuy tin thay th va sa i.

- H thng kim soat tai liu phai bao am rng,cac vn ban c gi n tt ca nhng b phn, canhn co lin quan.

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- Phai co u h s cht lng chng minh rng,moi qua trnh cng ngh cung nh moi qua trnh kim tra,th nghim thit yu a c tin hanh.

- H s cht lng phai c lu gi trong thi hanthch hp tuy thuc vao tnh cht san phm c sdung va cac vn cht lng co th giai quyt.