Bi 1: Sn phm

a. nh ngha sn phm
C nhiu nh ngha v sn phm nh sau:
_Sn phm l kt qu ca qu trnh lao ng, dng tha mn nhu cu con
ngi (K.Mc).
_Sn phm l bt k th g m c th a ra th trng nhm to s ch , s
mua sm v s dng (nhm tha mn nhu cu hay mong mun ca con
ngi v x hi) (Quan im Marketing).
_Sn phm l kt qu ca qu trnh (ISO 9000:2000)
_Sn phm c dng vt cht, phi vt cht hay t hp ca chng.
_Sn phm c th c to ra c ch ch hoc khng c ch ch.
b. Cht lng ca sn phm:
Cht lng sn phm l tng hp nhng ch tiu, nhng c trng ca sn
phm th hin mc tha mn nhng nhu cu trong nhng iu kin tiu
dng xc nh.
c. V d: My tnh Sony VPCEA36FG
Thuc tnh:
_V cng dng: Gii tr, hc tp, Lm vic, Lin lc, Lu tr d liu,
_ V kinh t-k thut: Chip core i5, window 7 home premium (64bit),
_V sinh thi: Tiu th t in nng
_V thm m v th cm: Nh, gn, mu sc thanh lch,
_V kinh t-x hi: 30 triu/chic, t.
Nhn xt: Sn phm tha mn c nhu cu ca cc khch hng c thu nhp
cao v mong mun c cc sn phm bn, p,

Bi2: Dch v
a.
nh ngha dch v
C mt s nh ngha v dch v nh sau:
_Dch v l mi hnh ng v kt qu m mt ngi ny cung cp cho
ngi kia hoc cc hot ng ni b ca nh cung ng p ng nhu cu ca
khch hng (TCVN 5814-94)
_Dch v l kt qu ca t nht mt hot ng cn thit c tin hnh ti
ni tng giao gia ngi cung cp v khch hng v thng khng hu
hnh (ISO 9002).
b.
Cht lng ca mt dch v:
_Cht lng dch v l mc ph hp ca sn phm dch v tha mn cc
yu cu ra hoc nh trc ca ngi mua. (TCVN v ISO 9000)
_Cht lng dch v l s tha mn khch hng c xc nh bi vic so
snh gia cht lng cm nhn v cht lng trng i.
c.
V d:
Dch v Cho thu sn bng SV Bch Khoa
_V cng dng: p ng c din tch, khng gian chi bng cho mt
nhm ngi
_V kinh t-k thut: din tch khong 300m2, slat c, c 2 cu gn,
_V sinh thi: Khng nh hng ng k ti sinh thi.
_V thm m v th cm: Khng gian thong ng, sch s.
_V tnh kinh t-x hi: 300/gi, tng i r.
_Tnh khng tch ri gia sn xut v tiu dng: dng sn trong thi gian
thu
_Tnh khng lu tr: khng b thi gian ngh gii lao ca ngi chi
_Tnh v hnh:
_Tnh khng n nh v kh o lng v cht lng: i khi tri ma, sn
trn trt.

Bi 3: Tnh trng s

TT
1
2
3
4
5
6
7
8
9
10
Tng

Lp GD LpGD LpGD Sinhvin kin Tng

1
2
3
2
5
2
3
1
13
7
4
6
7
2
26
5
1
8
4
3
21
4
3
1
1
4
13
3
7
5
5
5
25
8
10
9
8
6
41
1
2
3
2
7
15
9
6
4
6
8
33
10
9
10
10
9
48
6
8
7
9
10
40
55
55
55
55
55
275

Trng s Vi
0.047
0.09454545
0.07636364
0.04727273
0.09090909
0.14909091
0.05454545
0.12
0.17454545
0.14545455
1.000

Bi 4: Xc nh h s hu ch tng i ca c ca hng
Mt hng
S lng bn
S lng bn U1
(ci)
(ci)
n trn

100000

100000

Qut bn
Ni cm

4500
2000

4050
1950

0.9
0.975

Thng s k thut
n trn
Quang thng(flux)
Cng sut(W)
tin cy
Qut bn
Lng gi(m3/pht)
Cng sut(W)
tin cy
Ni cm in
Dung tch(lt)
Cng sut(W)
Thi gian nu cm
(pht)
tin cy

Khi sn xut

Khi s dng

U2

660
60
0.9

548
64.7
0.8

0.83030303
0.927357032
0.888888889

0.882183

0.869193
45
75
0.86

38
81
0.72

0.844444444
0.925925926
0.837209302
0.840246

1.8
600
40

1.2
650
45

0.666666667
0.923076923
0.888888889

0.85

0.75

0.882352941

S th t sinh vin l 147:

Gi gim l 0,5*147%= 73,5%

Mt hng
n trn
Qut bn
Ni cm in

U1
1
0.9
0.975

U2
0.882183
0.869193
0.840246

U
0.568776
0.504361
0.528194

Bi5:
Th t
mu
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20

Chiu di u trn (cm)

x1
x2
x3
x4
3.1 4.1
2.9
6.2
3.8 3.2
2
4.2
3.2 2.9
3.8
2.6
4.8 4.2
4.2
5.4
5.9 2.9
3.2
3.5
3.2 2.8
4
2.6
3.7 4.4
3.5
2.1
3.1 2
3.5
3.1
3.3 4.6
2.6
3.8
2.9 2.5
3.3
2.3
3
2.3
2.7
4.3
3
2.1
3
1.8
2.5 3.7
3.5
2.5
2.1 4.2
2.2
3.8
3
4.4
3.5
3.3
3.2 2.8
3.1
1
2.8 3
2.4
2.4
2.1 1
1.6
1.2
2.5 3
2.4
2.6
2.7 3.8
2.6
3.6

x5
4.1
3.5
3.5
5.1
2.9
3
3
4.1
3.6
3.9
3.8
3.6
2.8
2.8
3.1
5.1
3.6
2.8
2.4
3.8

bin
thin
3.3
2.2
1.2
1.2
3
1.4
2.3
2.1
2
1.6
2
1.8
1.2
2.1
1.4
4.1
1.2
1.8
0.6
1.2

Trung
bnh
4.08
3.34
3.2
4.74
3.68
3.12
3.34
3.16
3.58
2.98
3.22
2.7
3
3.02
3.46
3.04
2.84
1.74
2.58
3.3

Tnh cc ng gii hn kim tra:

Nhm
CLR(S)
UCLR(S)
LCLR(S)

1.885
3.98489
0

0.755351
1.578684
0

3.206
4.293645
2.118355

3.206
4.411541
2.000459

lch chun c
lng
1.308434179
0.835463943
0.474341649
0.536656315
1.265701387
0.540370243
0.856154192
0.766811581
0.729383301
0.641872261
0.81670068
0.734846923
0.565685425
0.944457516
0.559464029
1.457051818
0.497995984
0.726636085
0.248997992
0.6

Biu

Biu R
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
1

10 11 12 13 14 15 16 17 18 19 20
bin thin R

LCL

Biu X
5
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
1

10

11

12

13

bin thin X trung bnh

14

15

16

17

18

19

20

Biu

Biu X
5
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
1

10 11 12 13 14 15 16 17 18 19 20

bin thin X trung bnh

Biu S
1.8
1.6
1.4
1.2
1
0.8
0.6
0.4
0.2
0
1

10 11 12 13 14 15 16 17 18 19 20

bin thin S

LCL

Bi 6:
th t
mu
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20

Chiu di u trn (cm)

x1
x2
x3
x4
2.1
2.3
2.9
4.1
2.5
2.7
2.9
3.1
2.7
2.3
2.7
3.1
4.1
4.5
4.5
3.5
3.1
2.3
2.3
2.1
3.6
3.1
2.3
3
1.5
3.8
3.2
2.1
2.7
2.8
2.3
2.6
3.4
4
4.3
2.9
2.2
2.8
2.9
3.2
2
2.9
3.8
2.7
2.9
3.2
2.6
2.5
2.9
2.5
2.5
3.5
3.1
3.1
2.4
2.8
2.5
3.2
2.5
2.6
2.8
3.3
2.4
2.6
2.7
2.6
2.6
2.9
3
2.5
3.1
2.6
2.9
3.4
3.1
2.7
2.3
2.1
2.2
2.6

x5
2.5
3.7
1.3
3.5
2.9
2.9
1.9
3.5
2.8
2.5
2.6
2.6
2.8
3.3
3.2
3.5
3.2
3.1
3.3
2.5

Nhm
CLR(S)
UCLR(S)
LCLR(S)

Trung
bnh
2.78
2.98
2.42
4.02
2.54
2.98
2.5
2.78
3.48
2.72
2.8
2.76
2.84
2.94
2.8
2.92
2.8
2.86
3.08
2.34

bin
thin
2
1.2
1.8
1
1
1.3
2.3
1.2
1.5
1
1.8
0.7
1
0.9
0.7
1.1
0.6
0.6
0.7
0.5

lch chun
c lng
0.794984277
0.460434577
0.687022561
0.501996016
0.433589668
0.465832588
0.961769203
0.44384682
0.661059755
0.38340579
0.651920241
0.288097206
0.409878031
0.350713558
0.367423461
0.465832588
0.254950976
0.288097206
0.286356421
0.207364414

1.145
2.42053
0

0.468229
0.978598
0

2.867
3.527665
2.206335

2.867
3.614293
2.119707

Biu
Biu R

2.75
2.50
2.25
2.00
1.75
Gi tr Ri

1.50
1.25
1.00
0.75
0.50
0.25
0.00
-0.25

10

11

12

13

14

15

16

17

18

19

20

-0.50
Th t mu (k)
CLr

UCLr

bin thin Ri

CLCr

Biu X

4.25
4.00
3.75
3.50

Gi tr Xi

3.25
3.00
2.75
2.50
2.25
2.00
1.75
1.50
1

3
CLx

7
UCLx

10

11

12
LCLx

13

14

15

16

17 18 19 20
Th t mu (k)

Xi trung bnh

Biu
Biu X

4.25
4.00
3.75
3.50

Gi tr X

3.25
3.00
2.75
2.50
2.25
2.00
1.75
1.50
1

CLx

10

11

UCLx

12

13

14

15

LCLx

16

17 18 19 20
Th t mu (k)

Xi trung bnh

Biu S

1.25

1.00

Gi tr Si

0.75

0.50

0.25

0.00
1

10

11

12

-0.25

13

14

15

16

17

18

19

20

Th t mu (k)
CLs

UCLs

CLCs

lch chun Si

Bi 7:
Phng php S
N=80, bc kim tra l III => Tra bng 2, ta c ch kha G.
Ch kim tra gim, ch kha G, AQL=2.5% => Tra bng 5, ta c n=5, kt= 1.07.
5 mu ln lt l 205, 210, 198, 195, 197

S=

<1.07
V Qt < kt nn LOI l hng
Bi 8: Phng php S
N=30, bc kim tra I => Tra bng 2, ta c ch kha C;
Ch kha C, ch kim tra thng, AQL=2.5% => Tra bng 3, ta c n=4, kd=1.17
4 mu ln lt l: 200, 202, 203, 195

S=

> 1.17

V Qd > Kd nn NHN l hng

Bi 9: V d v biu nhn qu

Bi 10:
1/
Loi sai hng

S lng

T l %

Sai hng cng dn

% sai hng cng dn

Tuc nng kt

73

39.25%

73

39.25%

Cnh b o

63

33.87%

136

73.12%

Phm tc b
kt

16

8.60%

152

81.72%

Ting n khi
chy

14

7.53%

166

89.25%

Bu nng khi
chy

13

6.99%

179

96.24%

M t hng

3.76%

186

100.00%

Tng s sai
hng

186

S lng (%)
100 %

ng cong Pareto

D E

Loi sai hng

D E

Nhn xt : Biu cho thy hai loi sai hng :Tuc nng kt v cnh b o gy ra hn
73% sai hng. y l nhng khuyt tt cn tp trung gii quyt.

2/ Biu nhn qu ch r cc loi nguyn nhn gy nn sai hng ca sn phm qut in

Phng tin lm vic

Nhn cng
Tay ngh
khng vng
Qun c
nm vin

Khng c lm v sinh tt

Khng bo dng
kp thi

Ph liu sn b
ng cc

Sai hng
sn phm
qut in

Hng v chm
S c h thng

Li tn ko t
thng s k
thut

c hi
Mi trng lm vic

Nguyn vt liu

3/
Mu

10

ng knh trung
bnh

10.12 9.95 10.01 10.08 9.86 9.93 10.16 9.98 10.07 9.96

= (10.12+9.95+10.01+10.08+9.86+9.93+10.16+9.98+10.07+9.96)/10 = 10.01

=0.09

Theo quy nh, ng knh quy chun ca trc qut l 10 mm, dung sai cho php
l 0.1 mm. i chiu vi kt qu tnh ton kt lun rng cha cn phi thay th my tin
s 1.

Bi 11: V d v qun l cht lng Cng ty thi cng c gii 1

Ngun:
http://www.mcc1.com.vn/index.php?option=com_content&view=article&id=1040
7&catid=165&Itemid=1832&lang=vi
Hot ng qun l cht lng ti Cng ty:
c.1. un l cht lng ti phng un l cht lng:
C chc nng l mt knh thng tin c lp ca Cng ty v vic m bo cht
lng ca tng d n.
- a ra cc quy ch v b sung thm cho ph hp vi thc tin v qun l cht
lng ng b cc ban iu hnh d n thc hin theo nguyn tc qun l cht
lng ca Cng ty nh nu mc b.
- Gim st qu trnh thc hin quy ch v qun l cht lng ca cc ban iu hnh
d n.
- Trc tip kim tra nh k hoc t xut cc ban iu hnh d n v cht lng
cc hng mc thi cng.
- Khng lm thay cng tc m bo cht lng cho cc ban iu hnh m vic m
bo cht lng l vic ca cc ban iu hnh d n, thuc v trch nhim ca ban
iu hnh.
c.2. un l cht lng ti cc ban iu hnh:
Mt l: un l cht lng gn vi nhn thc ca Gim c d n v kp ca
Gim c d n: y l vn quan trng nht trong chnh sch cht lng ca
Cng ty, bi v y l b phn trc tip qun l cht lng v quyt nh n cht
lng d n, ban iu hnh v kp ca ban iu hnh d n phi nhn thc c
chnh sch v nguyn tc qun l cht lng ca Cng ty v phi hiu v thc hin
cc quy ch v qun l cht lng ca Cng ty, chu s gim st ca Cng ty thng
qua phng un l cht lng.
Hai l: Gn qun l cht lng lin quan n cng tc khon: Thc t hin nay
vic gn qun l cht lng vi cng tc khon xy ra 2 thi cc ngc chiu
nhau:
Th nht: Nh thu chnh thu cc nh thu ph hoc khon trng cho cc i
trng m khng gim st qun l cht lng mt cch thng xuyn. ng thi,
v mc tiu l li nhun bng mi gi do vy s iu hnh ca i trng th
hng ti bt xn vt t, thi cng u, khng chu u t di hn cho cht lng ca

ngi cng nhn, cn b k thut... dn ti cht lng khng m bo m nguyn

nhn chnh l do c ch khon trng (ct %).
Th hai: Cng tc khon cho cc ban iu hnh nhng Cng ty qun (cung cp)
vt t chnh m ch khon nhn cng, thit b, vt t ph thi cng. ng thi
hng khung qun tr cho cc ban iu hnh nhn khon thc su sc vi c ch
khon nh th ny, bn nhn khon phi t chc xy dng tht nhanh tng nng
xut lao ng, gim chi ph thit b, vt t thi cng cng nh chi ph cho b my
gin tip, tng thu nhp cho b phn cng nhn trc tip. Mun vy buc cc Gim
c d n phi quan tm n cng tc cht lng nhng ng thi Cng ty s kim
sot c 100% vt t chnh s c a vo d n.
Ba l: Kim sot cht lng theo nguyn tc ngn nga tn gc v ngn nga t xa
ti cc ban iu hnh.
Trc khi thi cng mt hng mc: Gim c d n phi t chc cuc hp v cht
lng theo ng thnh phn quy nh trong quy ch v qun l cht lng Cng ty
bao gm: Gim c d n, Ph Gim c d n, cn b k thut, c cng, t
trng, t ph, th vn hnh thit b. Ni dung cuc hp ch ra mi ngi cng
nm c khi thi cng hng mc ny th cc nguyn nhn c th nh hng ti
cht lng hng mc nh th no v cch kim sot chng. Sau lp thnh bin
bn theo mu gi v phng cht lng. i vi mt s u mc cng vic quan
trng trong qu trnh thi cng phi c lp thnh cc bin bn KCS ni b theo
mu v c ch k ca cc thnh vin thc hin trc khi tin hnh thi cng trn
cng trng.
Bn l: un l cht lng theo nguyn tc ngn nga tn gc cc yu t nh
hng ti cht lng ti Cng ty:
i vi nhng hng mc quan trng, nhng hng mc kt cu c thit k c
bit hoc ln u tin thc hin, nhng hng mc i hi cng ngh, thit b thi
cng phc tp m vt qua kh nng kim sot ca Ban iu hnh d n th Ban
Gim c cng ty s t chc cuc hp vi phng K thut, phng Thit b, phng
Cht lng, Ban iu hnh d n, c th mi thm n v t vn gim st, t vn
thit k r sot li ton b bin php t chc thi cng, bng tnh thit k k
thut, bn v thi cng, ch ra cc yu t c th nh hng n cht lng. T
tm ra cc bin php hn ch hoc loi tr cc nguyn nhn ny bng mt phng
n thi cng ti u nht. Thm ch nu cn thit phi thi cng th tng kt trc
lc thi cng i tr. V d nh D n cu Gnh Ho (Tp. C Mau), cu Bn Tre 1
(Tp. Bn Tre) v cu Trn Th L - Nguyn Vn Tri (Tp. Nng)...
Cng tc qun l cht lng ti doanh nghip xy dng cng trnh giao thng l
mt phm tr rng, bao gm nhiu kha cnh khc nhau, tuy nhin c th tm tt

cc ni dung chnh v cng tc qun l cht lng m doanh nghip mun hng
ti nh sau:
Th nht: 100% cn b cng nhn vin Cng ty, c bit l cn b tm trung u
phi nhn thc su sc rng thi cng m bo cht lng l iu kin tin quyt
thi cng nhanh, rt ngn tin , tng nng sut lao ng, gim chi ph thit b, vt
t lun chuyn, nhn cng v cui cng l to ra li nhun.
Th hai: Chnh sch qun l cht lng ca doanh nghip: Hng ti loi tr tn
gc cc nguyn nhn c th gy ra vic khng m bo cht lng, vic loi tr
ny c thc hin trc khi tin hnh thi cng bt c hng mc no, cc nguyn
nhn ny phi c ph bin ti b my thc hin thi cng hng mc.
Th ba: Cng tc qun l cht lng phi c thc hin ng b trong ton
doanh nghip, vic t chc thc hin l Gim c d n v b my ca Gim c
d n ch khng phi l phng un l cht lng, phng un l cht lng ch
l b phn a ra quy ch, b sung quy ch v kim tra vic thc hin quy ch.
Th t: Khng nn khon vt t chnh cho cc b phn nhn khon m bo
100% vt t chnh c a vo d n.