TNG CNG TY IN LC MIN BC CNG TY VIN THNG V CNG NGH THNG TIN IN LC MIN BC

CHNG TRNH O TO NNG BC CNG NHN

TI LIU MN HC CC VN V QUN L Qun l cht lng

H Ni thng 3 nm 2011

MC LC MC LC............................................................................................................................... 2 PHN 1: CHT LNG SN PHM, DCH V V KHCH HNG .................... 4 1. Cht lng sn phm v vai tr ca cht lng sn phm ....................................... 4 1.1. Khi nim sn phm, cht lng sn phm .............................................................. 4 1.2. Cc thuc tnh ca cht lng sn phm .................................................................... 6 1.3. Vai tr ca cht lng sn phm ................................................................................. 7 2. Dch v v cht lng dch v ..................................................................................... 7 2.1. Khi nim dch v ......................................................................................................... 8 2.2. Phn loi dch v ........................................................................................................... 8 2.3. Cc yu t phn nh cht lng dch v .................................................................... 9 3. Cc nhn t nh hng ti cht lng dch v ........................................................ 11 3.1. Nhng nhn t thuc mi trng bn ngoi (v m) .............................................. 11 3.2. Cc nhn t bn trong doanh nghip. ....................................................................... 11 4. Khch hng v nhu cu ca khch hng................................................................... 13 4.1. Khch hng v vai tr ca khch hng ..................................................................... 13 4.2. Nhu cu khch hng vi vn cht lng. ............................................................ 15 4.3. Phng php xc nh nhu cu v cht lng sn phm. ...................................... 16 PHN 2: CHI PH CHT LNG - NNG SUT .................................................. 17 1. Chi ph cht lng ....................................................................................................... 17 1.1. Khi nim chi ph cht lng (COQ Cost of Quality) ........................................ 17 1.2. Phn loi chi ph cht lng. ..................................................................................... 18 2. Cc m hnh chi ph cht lng................................................................................. 19 2.1. M hnh chi ph cht lng truyn thng ................................................................. 19 3. nh hng ca cht lng n nng sut. ............................................................... 20 3.1. Nng sut v phn loi nng sut ............................................................................. 20 3.2. Cc nhn t nh hng n nng sut ...................................................................... 22 3.3. Mi quan h gia nng sut lao ng v cht lng. ............................................. 22 4. Thc hnh ..................................................................................................................... 23 PHN 3: QUN L CHT LNG .............................................................................. 23 1. Qun l cht lng v vai tr ca qun l cht lng ............................................ 23 1.1 S pht trin ca khoa hc qun l cht lng. ...................................................... 23 1.2. Khi nim qun l cht lng.................................................................................... 25 2. Nhng nguyn tc qun l cht lng ...................................................................... 26 2.1. Qun l cht lng phi c nh hng bi khch hng ................................... 26 2.2. Coi trng con ngi trong qun l cht lng. ....................................................... 26 2.3. Qun l cht lng phi thc hin ton din v ng b. ...................................... 26 3. Cc chc nng c bn ca qun l cht lng ........................................................ 27 3.1. Hoch nh cht lng............................................................................................... 27 3.2. T chc thc hin ........................................................................................................ 27 3.3. Kim tra, kim sot cht lng.................................................................................. 27 3.4. Chc nng kch thch .................................................................................................. 28 3.5. iu chnh, iu ho v phi hp. ............................................................................ 28 4. Cc phng php qun l cht lng ....................................................................... 28 4.1. Phng php kim tra I (Inspection) ..................................................................... 28 4.2. Phng php kim sot- QC (Quality Control)....................................................... 29 4.3. m bo cht lng QA (Quality Assurance) ..................................................... 29 2

4.4. Phng php qun l cht lng ton din TQM (Total Quality Management) 30 PHN 4: H THNG QUN L CHT LNG ....................................................... 30 1. Thc cht ca h thng qun l cht lng. ............................................................ 30 1.1. Khi nim h thng cht lng. ................................................................................ 30 1.2. Phn loi h thng cht lng. .................................................................................. 31 1.3. Cu trc ca h thng cht lng .............................................................................. 31 2. H thng qun l cht lng ISO 9000 .................................................................... 32 2.1. T chc quc t v tiu chun ho ISO .................................................................... 32 2.2. S hnh thnh v pht trin ca ISO 9000 ............................................................... 32 2.3. Thc cht, cu trc ca ISO 9000 ............................................................................. 33 2.4. Nguyn tc c bn ca ISO 9000 .............................................................................. 34 2.5. Tiu chun ISO 9001: 2008 - H thng qun l cht lng - Cc yu cu ......... 35 2.6. Cc bc p dng ISO 9000 trong doanh nghip ................................................ 45 3. H thng qun l cht lng ton din (TQM) ....................................................... 46 3.1. Khi nim qun l cht lng ton din. ................................................................. 46 3.2. c im ca TQM.................................................................................................... 47 3.3. Cc nguyn tc c bn ca qun l cht l ng ton din. ..................................... 48 3.4. Thc hin 5S trong doanh nghip ............................................................................. 48 4. Thc hnh ..................................................................................................................... 51 PHN 5: TIU CHUN HO V O LNG CHT LNG.............................. 52 1. Tiu chun ho v vai tr ca tiu chun ho.......................................................... 52 1.1. Mc ch, ngha ca tiu chun ho ...................................................................... 52 1.2. Chc nng ca tiu chun ho ................................................................................... 53 1.3. Nhng yu cu trong tiu chun ho ........................................................................ 54 2. Cc loi tiu chun v cp tiu chun....................................................................... 54 2.1. Cc loi tiu chun ...................................................................................................... 54 2.2. Cp tiu chun ............................................................................................................. 55 3. o lng cht lng. .................................................................................................. 56 3.1. Thc cht ca o lng .............................................................................................. 56 3.2. Mi quan h gia o lng v tiu chun ho......................................................... 56

PHN 1: CHT LNG SN PHM, DCH V V KHCH HNG 1. 1.1. Cht lng sn phm v vai tr ca cht lng sn phm Khi nim sn phm, cht lng sn phm Khi nim sn phm

Trong nn kinh t hng ho, sn phm sn xut ra trao i trn th trng. Mi sn phm khi c sn xut ra u nhm mc ch p ng nhng nhu cu nht nh ca ngi tiu dng. Cng ngy, khi x hi cng pht trin th nhu c u ca con ngi v cc loi sn phm vi s lng a dng, cht lng cao cng nhiu. Ngy nay, khi sn phm do cc doanh nghip sn xut ra khng ch p ng nhng nhu cu v gi tr vt cht m c v nhng yu t v tinh thn, vn ho ca ngi tiu dng. Theo ISO 9000:2000 trong phn thut ng th sn phm c nh ngha l kt qu ca cc hot ng hay qu trnh. Nh vy, sn phm c to ra t tt c mi hot ng bao gm c nhng hot ng sn xut ra ca ci vt cht c th v cc dch v. Tt c cc t chc hot ng trong mi lnh vc ca nn kinh t quc dn u c th to ra v cung cp sn phm ca mnh cho x hi. Mt khc, bt k mt yu t vt cht no hoc mt hot ng do t chc no cung cp nhm p ng nhng yu cu bn trong v bn ngoi ca doanh nghip u c th c gi l sn phm. Sn phm c hnh thnh t cc thuc tnh vt cht hu hnh v v hnh tng ng vi hai b phn cu thnh l phn cng v phn mm ca sn phm.
Phn cng: Hu hnh Vt th b phn Sn phm c lp rp Nguyn vt liu

SN PHM
Phn mm: V hnh Cc dch v Cc khi nim Thng tin

Hnh 1.1: Cu trc ca mt sn phm hon chnh Phn cng ca sn phm l cc thuc tnh vt cht hu hnh th hin di mt hnh thc c th r rng bao gm nhng vt th b phn v nhng vt th c lp rp, k c nhng nguyn vt liu c ch bin. Cc thuc tnh phn cng phn nh gi tr s dng khc nhau nh chc nng, cng dng k thut, kinh t ca sn phm. Tnh hu ch ca cc thuc tnh sn phm ny ph thuc rt cht ch vo mc u t ca lao ng v trnh k thut s dng trong qu trnh sn xut ca cc doanh nghip. Phn mm ca sn phm bao gm cc loi dch v cung cp cho khch hng v cc yu t nh thng tin, khi nim, cc dch v i kmp ng nhng nhu cu tinh thn, tm l x hi ca khch hng. Nhng yu t phn mm ca sn phm ngy cng thu ht s ch ca khch hng nhiu hn. Trong iu kin cnh tranh gay gt nh hin nay, chnh nhng yu t phn mm li to ra nhiu li th cnh tranh kh sao chp hn l nhng yu t phn cng ca sn phm. cu trc ca mt sn phm hon chnh c th c biu din qua s sau: 4

Cht lng sn phm

Cht lng sn phm l mt khi nim xut hin t lu v c s dng rt ph bin trong mi lnh vc hot ng ca con ngi. Tuy nhin, hiu nh th no l cht lng sn phm li l vn khng n gin. y l mt phm tr rt rng v phc tp, phn nh tng hp cc ni dung k thut, kinh t v x hi. ng nhng gc khc nhau v tu theo mc tiu, nhim v sn xut kinh doanh c th a ra nhng quan nim v cht lng xut pht t sn phm, t ngi sn xut hay t i hi ca th trng. Quan nim siu vit cho rng cht lng l s tuyt vi v hon ho nht ca sn phm. Quan nim ny mang tnh tru tng, cht lng sn phm khng th xc nh c mt cch chnh xc. Quan nim xut pht t sn phm li cho rng cht lng sn phm c phn nh bi cc thuc tnh c trng ca sn phm . Chng hn, theo quan nim ca cc nh sn xut th cht lng l s hon ho v ph hp ca mt sn phm/dch v vi mt tp hp cc yu cu hoc tiu chun, qui cch c xc nh trc, nh: Cht lng l tng hp nhng tnh cht c trng ca sn phm th hin mc tho mn cc yu cu nh trc cho n trong iu kin kinh t, x hi nht nh . Ngy nay thng ni n cht lng tng hp bao gm cht lng sn phm, cht lng dch v. Trong nn kinh t th trng, c hng trm nh ngha v cht lng sn phm c a ra bi cc tc gi khc nhau. Nhng khi nim cht lng ny xut pht v gn b cht ch vi cc yu t c bn ca th trng nh nhu cu, cnh tranh , gi c. C th xp chng trong mt nhm chung gi l quan nim cht lng hng theo th trng i din cho nhm ny c mt s cc nh ngha sau: Trong lnh vc qun tr cht lng, t chc kim tra cht lng Chu u European Organization For Quality Control cho rng: Cht lng l cht ph hp i vi yu cu ca ngi tiu dng. Philip B Crosby trong quyn Cht lng l th cho khng din t cht lng nh sau: Cht lng l s ph hp vi yu cu Theo tiu chun Vit Nam TCVN 5814 1994 ph hp vi ISO/ DIS 8402: Cht lng l tp hp cc c tnh ca mt thc th to cho thc th kh nng tho mn nhng nhu cu nu ra v nhu cu tim n. i vi nh sn xut: Cht lng c ngha l phi p ng nhng ch tiu k thut ra. Nhn chung, mi nh ngha tuy c khc nhau v cu ch nhng tu chung u nu ln bn cht cui cng m c ngi sn xut v ngi tiu dng u quan tm hng ti l c tnh s dng cao v gi c ph hp. Th hin iu ny, quan im y hin nay v cht lng c t chc tiu chun th gii ISO (International Organization for Standardization) nh ngha: Cht lng l mc tho mn ca mt tp hp cc thuc tnh i vi cc yu cu. Yu cu l nhng nhu cu hay mong i c cng b, ngm hiu chung hay bt buc.

1.2.

Cc thuc tnh ca cht lng sn phm

Mi sn phm u c cu thnh bi rt nhiu cc thuc tnh c gi tr s dng khc nhau nhm p ng nhu cu ca con ngi. Mi thuc tnh cht lng ca sn phm th hin thng qua mt tp hp cc thng s kinh t k thut phn nh kh nng p ng nhu cu ca ngi tiu dng. Cc thuc tnh ny c quan h cht ch vi nhau to ra mt mc cht lng nht nh ca sn phm. Nhng thuc tnh chung nht phn nh cht lng sn phm bao gm: Cc thuc tnh k thut: phn nh tnh cng dng, chc nng ca sn phm. c quy nh bi cc ch tiu kt cu vt cht, thnh phn cu to v c tnh v c, l, ho ca sn phm. Cc yu t thm m: c trng cho s truyn cm, hp l v hnh thc, dng v, kt cu, kch thc, tnh cn i, mu sc, trang tr, tnh thi trang. Tui th ca sn phm: y l yu t c trng cho tnh cht ca sn phm gi c kh nng lm vic bnh thng theo ng tiu chun thit k trong mt thi gian nht nh. y l yu t quan trng trong quyt nh la chn mua hng ca ngi tiu dng. tin cy ca sn phm: L mt trong nhng yu t quan trng nht phn nh cht lng ca mt sn phm v m bo cho t chc c kh nng duy tr v pht trin th trng ca mnh. an ton ca sn phm: Nhng ch tiu an ton trong s dng, vn hnh sn phm, an ton i vi sc kho ngi tiu dng v mi trng l yu t tt yu, bt buc phi c i vi mi sn phm. Mc gy nhim ca sn phm: L yu cu bt buc cc nh sn xut phi tun th khi a sn phm ca mnh ra th trng. Tnh tin dng: phn nh nhng i hi v tnh sn c, tnh d vn chuyn, bo qun, d s dng v kh nng thay th ca sn phm khi b hng. Tnh kinh t ca sn phm: Th hin khi s dng sn phm nh c tiu hao nguyn liu, nng lng. Ngoi nhng thuc tnh hu hnh trn cn c nhng thuc tnh v hnh khc nh nhng dch v i km sn phm, c bit l dch v sau khi bn hng, tn, nhn hiu, danh ting, uy tn ca sn phmcng tc ng n tm l ca ngi mua hng. Di gc kinh doanh c th phn loi thnh hai nhm thuc tnh sau: Thuc tnh cng dng Phn cng (gi tr vt cht) ni ln cng dng ch thc ca sn phm. Cc thuc tnh nhm ny ph thuc vo bn cht, cu to ca sn phm, cc yu t t nhin, k thut v cng ngh. Phn ny chim khong 10 40% gi tr sn phm. Thuc tnh c cm th bi ngi tiu dng phn mm (gi tr tinh thn) xut hin khi c s tip xc, tiu dng, sn phm v ph thuc vo quan h cung c, uy tn ca sn phm, xu hng, thi quen tiu dng, c bit l cc dch v trc v sau khi bn. Phn ny chim khong 60-80% gi tr sn phm, thm ch c th ln n 90% gi tr sn phm. 6

1.3.

Vai tr ca cht lng sn phm

Trong mi trng pht trin kinh t hi nhp hin nay, cnh tranh tr thnh mt yu t mang tnh quc t ng vai tr quyt nh n s tn ti v pht trin ca mi doanh nghip. Theo M.E.Porter (M) th kh nng cnh tranh ca mi doanh nghip c th hin thng qua hai chin lc c bn l s phn bit ho sn phm v chi ph thp. Cht lng sn phm tr thnh mt trong nhng chin lc quan trng nht lm tng nng lc cnh tranh ca doanh nghip. Xu th ton cu ho, m ra cho th trng thm rng hn nhng cng lm tng thm lng cung trn th trng. Ngi tiu dng c quyn la chn nh sn xut, cung ng mt cch rng ri hn. Yu cu v cht lng ca th trng nc ngoi rt kht khe. Nng lc cnh tranh ca cc doanh nghip nc ngoi rt ln, cht lng sn phm cao, chi ph sn xut hp l. Tt c nhng iu t ra cho th trng Vit nam mt c hi v thch thc rt ln. - Cht lng sn phm to ra sc hp dn, thu ht ngi mua v to li th cnh tranh cho cc doanh nghip. Do mi sn phm u c nhng thuc tnh khc nhau. Cc thuc tnh ny c coi l mt trong nhng yu t c bn to nn li th cnh tranh ca mi doanh nghip. Khch hng hng n mt thuc tnh no m h cho l ph hp nht vi mnh v c s so snh vi cc sn phm cng loi. Bi vy sn phm c thuc tnh cht lng cao l mt trong nhng cn c quan trng cho quyt nh la chn mua hng v nng cao kh nng cnh tranh ca doanh nghip. - Cht lng sn phm lm tng uy tn, danh ting v hnh nh ca doanh nghip, iu ny c tc ng rt ln ti quyt nh la chn mua v dng cc sn phm ca khch hng. - Cht lng sn phm cao l c s cho hot ng duy tr v m rng th trng to ra s pht trin lu di, bn vng cho cc doanh nghip . - Nng cao cht lng sn phm c ngha tng ng vi tng nng sut lao ng x hi, gim ph thi trong sn xut, nh gim cc ngun gy nhim mi trng. - Nng cao cht lng sn phm cn gip ngi tiu dng tit kim c chi ph, sc lc, cn l gii php quan trng tng kh nng tiu th sn phm, tng doanh thu v li nhun, trn c s m bo thng nht cc li ch ca khch hng, doanh nghip v x hi. - Trong iu kin ngy nay, nng cao cht lng sn phm l c s quan trng cho vic thc y mnh qu trnh hi nhp, giao lu kinh t v m rng trao i thng mi ca cc doanh nghip. Tm li, trong iu kin ngy nay, nng cao cht lng sn phm l c s quan trng cho y mnh qu trnh hi nhp, giao lu kinh t v m rng trao i thng mi quc t ca cc doanh nghip Vit nam. Cht lng sn phm c ngha quyt nh n nng cao kh nng cnh tranh, khng nh v th ca sn phm, hng ho Vit nam v sc mnh kinh t ca t nc trn th trng th gii. 2. Dch v v cht lng dch v 7

2.1.

Khi nim dch v

C nhng quan nim khc nhau v dch v, nhng tu trung li c my cch hiu ch yu sau: Theo quan im truyn thng: Nhng g khng phi nui trng, khng phi sn xut l dch v. (Gm cc hot ng: Khch sn, gii tr, bo him, chm sc sc kho, gio dc, ti chnh, ngn hng, giao thng) Theo cch hiu ph bin: Dch v l mt sn phm m hot ng ca n l v hnh. N gii quyt cc mi quan h vi khch hng hoc vi ti sn do khch hng s hu m khng c s chuyn giao quyn s hu. Theo cch hiu khc: Dch v l mt hot ng x hi m hot ng ny xy ra trong mi quan h trc tip gia khch hng v i din ca cng ty cung ng dch v. Theo ISO 8402: Dch v l kt qu to ra do cc hot ng tip xc gia ngi cung ng v khch hng v cc hot ng ni b ca ngi cung ng p ng nhu cu ca khch hng. Dch v bao gm 3 b phn hp thnh: - Dch v cn bn l hot ng thc hin mc ch chnh, chc nng, nhim v chnh ca dch v. - Dch v h tr l hot ng to iu kin thc hin tt dch v cn bn v lm tng gi tr ca dch v cn bn nh du lch bin, dch v cn bn l tm bin nhng dch v h tr l n, khch sn, cc hot ng tham quan du lch, vui chi, gii tr v hot ng vn ho. Dch v ton b bao gm dch v cn bn v dch v h tr. Vi mt hot ng nht nh, nhiu khi kh tch bch gia sn phm v dch v v sn xut. V d: hot ng ca ca hng n va c tnh cht sn xut, va c tnh cht dch v: dch v bao gi, bo hnh gn vi sn phm c th. c dch v cn c s phi hp cht ch ca cc yu t vt cht v con ngi bao gm c s phi hp khch hng. C th mun cung cp mt dch v cn c cc yu t sau: - Khch hng ang nhn dng dch v v cc khch hng khc. y l yu t cn bn v tuyt i cn thit c dch v. Khng c khch hng, khng c dch v tn ti. - C s vt cht bao gm phng tin, thit b, mi trng nh a im, khung cnh - Nhn vin phc v, hot ng dch v. Dch v l mc tiu ca h thng dch v v cng chnh l kt qu ca h thng. 2.2. Sn phm i km. Phn loi dch v C nhiu loi dch v, c th phn loi theo cc tiu thc c th ch yu sau: - Phn loi theo ch th thc hin dch v 8

+ Ch th Nh nc: Thc hin cc dch v cng cng nh bnh vin, trng hc, to n, cnh st, cu ho, bu in, hnh chnh, php l... + Ch th l cc t chc x hi nh hot ng ca cc t chc t thin. + Ch th l cc n v kinh doanh: Thc hin cc dch v ngn hng, bo him, hng khng, cng ty t vn php lut - Theo mc ch: C dch v phi li nhun v dch v v li nhun. - Theo ni dung: Dch v nh hng khch sn, dch v giao thng lin lc, dch v sc kho, phc v cng cng, thng mi, ti chnh ngn hng, t vn, gio dc, khoa hc - Theo mc tiu chun ho dch v c kh nng tiu chun ho cao: Khi lng cung cp dch v ln, ch tp trung vo mt s kha cnh phc v nht nh, cng vic lp i lp li, c kh nng c gii ho hoc t ng ho , yu cu i ng nhn vin c tay ngh khng cao, hn ch tnh t do linh hot, sng to ca nhn vin Dch v theo yu cu: Khi lng cung cp dch v nh, qu trnh dch v kh nh ngha trc, yu cu nhn vin c tay ngh chuyn mn cao, c tnh sng to v t ch trong cng vic. 2.3. Cc yu t phn nh cht lng dch v Theo TCVN v ISO 9000, th cht lng dch v l mc ph hp ca sn phm dch v tho mn cc yu cu ra hoc nh trc ca ngi mua. Cht lng dch v l s to nn tru tng, kh nm bt bi cc c tnh ring ca dch v, s tip cn cht lng c to ra trong qu trnh cung cp dch v, thng xy ra trong s gp g gia khch hng v nhn vin giao tip. C ba mc cm nhn c bn v cht lng dch v: - Cht lng dch v tt: Dch v cm nhn vt qu s trng i ca khch hng i vi dch v.. - Cht lng dch v tho mn: Dch v cm nhn ph hp vi mc trng i ca khch hng. - Cht lng dch v ti: Dch v cm nhn di mc trng i ca khch hng i vi dch v.. K vng (s mong i) ca khch hng c to nn t bn ngun: Thng tin truyn ming. Nhu cu c nhn Kinh nghim tri qua Qung co, khuych trng.

Trong 4 ngun trn ch c ngun th 4 l nm trong tm kim sot ca cng ty. 5 ch tiu nh gi cht lng dch v bao gm: 9

S tin cy: S tin cy chnh l kh nng cung cp dch v nh ha mt cch tin cy v chnh xc. Thc hin dch v tin cy l mt trong nhng trng i c bn ca khch hng. Tinh thn trch nhim: L s sn sng gip khch hng mt cch tch cc v cung cp dch v mt cch hng hi. Trong trng hp dch v sai hng. Kh nng phc hi nhanh chng c th to ra cm nhn tch cc v cht lng. S m bo: L vic thc hin dch v mt cch lch s v knh trng khch hng, giao tip c kt qu vi khch hng, thc s quan tm v c gi b mt cho h. S ng cm: Th hin vic chm sc chu o, ch ti c nhn khch hng. S ng cm bao gm kh nng tip cn v n lc tm hiu nhu cu ca khch hng. Tnh hu hnh: L s hin din ca iu kin lm vic, trang thit b, con ngi v cc phng tin thng tin. Cht lng dch v chu tc ng ca cc yu t: Khch hng. Trnh , nng lc, k nng, v thi lm vic ca cn b v cng nhn phc v. C s vt cht. Cht lng ca qu trnh thc hin v chuyn giao dch v. Mi trng hot ng dch v.

Nhng c trng c bn ca cht lng dch v. Dch v c mt s c im ch yu sau: - V hnh (hay phi vt cht): Ngi ta khng th nhn thy, khng nm c, khng nghe c, khng cm c dch v khi tiu dng chng. - Khng th chia ct c: Qu trnh sn xut v tiu th dch v din ra khng ng thi, sn xut dch v khng th sn xut sn vo kho, sau mi tiu th. Dch v khng th tch ri khi ngn gc ca n, trong khi hng ho vt cht tn ti khng ph thuc vo s c mt ca ngun gc. - Khng n nh: Cht lng dch v dao ng trong mt khong rt rng, tu thuc vo hon cnh to ra dch v nh ngi cung ng, thi gian, a im cung ngV d: Kho bc s chn on bnh ng hay sai cn tu thc vo trnh v thi ca bc s. - Khng lu gi c. Dch v khng lu gi c, l cc l do m cc cng ty hng khng a vo iu khon pht trong trng hp hu b chuyn bay Vi nhng c im trn, cht lng dch v c nhng c trng: - Cht lng dch v l cht lng ca con ngi, n c biu hin thng qua cc yu t: trnh hc vn, kh nng nhn thc, trnh chuyn mn. - Cht lng dch v mang tnh nhn thc l ch yu, khch hng lun t ra nhng yu cu v dch v thng qua nhng thng tin c trc khi tiu dng v nh gi n trc khi s dng.

10

- Cht lng dch v thay i theo ngi bn, ngi mua vo thi im thc hin dch v. iu ny c ngha l rt kh xc nh mc cht lng ng u cho mi dch v. Cng mt dch v nhng khch hng li c cch nh gi cht lng khc nhau nh cung cp khng ging nhau, th khch hng c th cm thy khng hi lng. 3. Cc nhn t nh hng ti cht lng dch v Cht lng sn phm c to ra trong ton b chu k sn xut kinh doanh ca cc doanh nghip, bt u t khu thit k sn phm ti cc khu t chc mua sm nguyn vt liu, trin khai qu trnh sn xut, phn phi v tiu dng. Do tnh cht phc tp v tng hp ca khi nim cht lng nn vic to ra v hon thin cht lng sn phm chu tc ng ca rt nhiu cc nhn t thuc mi trng kinh doanh bn ngoi v nhng nhn t thuc mi trng bn trong ca doanh nghip. Cc nhn t ny c mi quan h cht ch rng buc vi nhau, to ra tc ng tng hp n cht lng sn phm do cc doanh nghip sn xut ra. 3.1. Nhng nhn t thuc mi trng bn ngoi (v m) - Tnh hnh pht trin kinh t trn th gii: Xu hng ton cu ho vi s tham gia hi nhp kinh t ca cc quc gia trn th gii: y mnh t do thng mi quc t. S pht trin ca khoa hc cng ngh, thng tin lm thay i nhiu cch t duy v i hi cc doanh nghip phi c kh nng thch ng cao. Cnh tranh ngy cng gay gt cng vi s bo ho ca th trng. - Tnh hnh th trng: y l nhn t quan trng nht, l xut pht im, to lc ht nh hng cho s pht trin cht lng sn phm. Sn phm ch c th tn ti khi n p ng c nhng nhu cu ca khch hng. Xu hng pht trin v hon thin cht lng sn phm ph thuc ch yu vo c im v xu hng vn ng ca nhu cu trn th trng. Th trng s t iu tit theo cc quy lut khch quan nh quy lut gi tr, cung cu, cnh tranh.. - Trnh tin b khoa hc cng ngh: Trnh cht lng ca sn phm khng th vt qu gii hn kh nng ca trnh tin b khoa hc cng ngh ca mt giai on lch s nht nh. Cht lng sn phm trc ht th hin nhng c trng v trnh k thut to ra sn phm . Mt khc, tin b khoa hc cng ngh to phng tin iu tra, nghin cu khoa hc chnh xc hn, xc nh ng n nhu cu v bin i nhu cu thnh c im sn phm chnh xc hn nh trang b nhng phng tin hin i. - C ch, chnh sch qu n l kinh t ca cc quc gia: Mi trng php l vi nhng chnh sch v c ch qun l kinh t c tc ng trc tip v to ln n vic to ra v nng cao cht lng sn phm ca cc doanh nghip. Mt mi trng vi nhng c ch ph hp s kch thch cc doanh nghip y mnh u t, ci tin, nng cao cht lng sn phm v dch v. Ngc li, c ch khng khuyn khch s to ra s tr tr, gim ng lc nng cao cht lng. - Cc yu cu v vn ho, x hi: Tp qun, thi quen tiu dng s nh hng ln n s thnh bi ca doanh nghip. Bao gm: Thi quen tiu dng, kh nng thanh ton, cc iu kin v kinh t khc 3.2. Cc nhn t bn trong doanh nghip. 11

- Lc lng lao ng trong doanh nghip: Lao ng l yu t gi v tr then cht, quan trng i vi doanh nghip. y l mt trong nhng yu t c bn to ra nhng sn phm hng ho c cht lng tt cho x hi. Cng vi cng ngh, con ngi gip doanh nghip t cht lng cao trn c s gim chi ph. Cht lng khng ch tho mn nhu cu ca khch hng bn ngoi m cn c nhu cu khch hng bn trong doanh nghip. Hnh thnh v pht trin ngun nhn lc p ng c nhng yu cu v thc hin mc tiu cht lng l mt trong nhng ni dung c bn ca qun l cht lng trong giai on hin nay.

Qun l

Cng Ngh

Lao ng

Nguyn liu

Cc nhn t nh hng n cht lng. - Kh nng v my mc thit b, cng ngh hin c ca doanh nghip. Mi sn phm c cht lng tt phi c to ra bi 3 yu t: + Phn cng: MMTB + Phn mm: K nng, k xo.. + Phn con ngi. Trnh hin i my mc thit b v quy trnh cng ngh ca doanh nghip nh hng rt ln n cht lng sn phm, c bit nhng doanh n ghip t ng ho cao, c dy chuyn sn xut hng lot. Trong nhiu trng hp, trnh v c cu cng ngh quyt nh n cht lng sn phm to ra. S dng tit kim c hiu qu my mc thit b hin c, kt hp gia cng ngh hin c vi i mi nng cao cht lng sn phm l mt trong nhng hng quan trng nng cao cht lng hot ng ca doanh nghip. - Nguyn vt liu v h thng cung ng nguyn vt liu ca doanh nghip. Mt trong nhng yu t u vo tham gia cu thnh sn phm v hnh thn h cc thuc tnh cht lng chnh l nguyn vt liu. V vy, c im v cht lng nguyn vt liu nh hng trc tip n cht lng sn phm. Mi loi nguyn vt 12

liu khc nhau s hnh thnh nhng c tnh cht lng khc nhau. Tnh ng nht v tiu chun ho ca nguyn liu l c s quan trng cho n nh cht lng sn phm. thc hin cc mc tiu cht lng t ra cn t chc tt h thng cung ng, m bo nguyn liu cho qu trnh sn xut. T chc tt h thng cung ng khng ch l m bo ng chng loi, cht lng, s lng nguyn vt liu m cn m bo ng v mt thi gian. Mt h thng cung ng tt l h thng c s phi hp hip tc cht ch ng b gia bn cung ng v doanh nghip sn xut. - Trnh t chc qun l ca doanh nghip. Qun l cht lng da trn quan im l thuyt h thng. Mt doanh nghip l mt h thng trong c s phi hp ng b thng nht gia cc b phn chc nng. Mc cht lng t c trn c s gim chi ph ph thuc rt ln vo trnh t chc qun l ca doanh nghip. Cht lng ca hot ng qun l phn nh cht lng hot ng ca doanh nghip. Theo W.E.Deming th c ti 85% nhng vn v cht lng do hot ng qun l gy ra. V vy, hon thin qun l l c hi tt cho nng cao cht lng sn phm, tho mn nhu cu ca khch hng c v chi ph v cc ch tiu kinh t k thut khc. 4. 4.1. Khch hng v nhu cu ca khch hng Khch hng v vai tr ca khch hng

4.1.1. V tr vai tr ca khch hng trong qun tr cht lng. Trong nn kinh t th trng, vi mi trng cnh tranh gay gt nh hin nay, khi cht lng sn phm tr thnh mt trong nhng cn c quan trng nht quyt nh s mua hng ca khch hng th vic xc nh khch hng v nhu cu ca h c ngha c bit quan trng i vi cc doanh nghip. Khch hng l iu kin tin quyt mi doanh nghip c th tn ti v pht trin. Khch hng l ton b nhng i tng c lin quan trc tip n i hi v cht lng sn phm, dch v m doanh nghip phi p ng nhu cu ca h. Mt khc, vic xc nh khch hng v nhu cu ca h c ngha c bit quan trng i vi mi doanh nghip, khch hng l iu kin tin quyt mi doanh nghip c th tn ti v pht trin. Pht trin khch hng thng qua vic lin tc p ng nhng nhu cu ca h l cha kho ca s thnh cng trong cnh tranh. Do doanh nghip cn xc nh r khch hng ca mnh l ai, t c th bit l cn cung cp ci g v lm nh th no tho mn tt nht nhu cu ca h. 4.1.2. Phn loi khch hng Theo quan im ca qun l cht lng ton din hin nay, khch hng c hiu l ton b nhng i tng c lin quan trc tip n i hi v cht lng sn phm, dch v m doanh nghip phi p ng nhu cu ca h 13

ng trn gc nh qun l th khch hng c phn thnh hai loi: - Khch hng bn trong: L ton b mi thnh vin, mi b phn trong doanh nghip c tiu dng cc sn phm hoc dch v cung cp ni b trong doanh nghip. Mi ngi va l ngi cung ng va l ngi sn xut, ng thi li l khch hng. Trng hp nhng ngi lao ng ng trn dy chuyn sn xut th d xc nh khch hng, nhng i vi cn b qun l v lao ng gin tip khng nm trong dy chuyn sn xut vic xc nh ai l khch hng khng n gin. - Khch hng bn ngoi: l ton b nhng c nhn, t chc c nhng i hi trc tip v cht lng sn phm ca doanh nghip phi p ng. C th khch hng nhng i tng mua sn phm hoc khng mua sn phm ca doanh nghip nh nhng c quan qun l Nh nc hoc cc t chc x hi khc. Vi quan im khch hng theo ngha rng mi doanh nghip c rt nhiu loi khch hng khc nhau. Khch hng khc nhau thng c nhu cu v k vng khc nhau. Doanh nghip khng th p ng tt c mi khch hng bng vic cung cp cng mt loi sn phm v dch v c. Do tho mn tt nht nhu cu ca khch hng cn c s phn chia khch hng thnh tng nhm. Mi nhm bao gm nhng khch hng c nhng i hi tng i ging nhau v cht lng sn phm. Do , cn phn loi khch hng theo nhng tiu ch khc nhau nhm mc ch tho mn tng loi khch hng mt cch tt nht. Cn c vo tm quan trng ca khch hng i vi doanh nghip, khch hng c phn thnh hai nhm: - Nhm khch hng c ngha sng cn i vi doanh nghip: t hng chim s t di 20% v s lng tng s khch hng ca doanh nghip nhng tiu th trn 80% sn phm doanh nghip sn xut ra. - Nhm khch hng s ng c li cho doanh nghip: chim trn 80% trong tng s khch hng ca doanh nghip nhng ch tiu t h di 20% sn phm do doanh nghip sn xut ra. Vic phn loi ny gip doanh nghip c th thit lp chnh sch v chin lc cht lng sn phm ca doanh nghip. Cn c vo mc ch s dng sn phm, chia khch hng thnh ba nhm: - Nhm nhng khch hng c th mua sn phm ch bin tip. - Nhm ngi mua sn phm bn. - Nhm ngi mua sn phm tiu dng. Vic phn loi khch hng theo cch ny c ngha rt quan trng trong xc nh nhng i hi ca h khi mua sn phm ca doanh nghip, nh c iu kin tp trung tho lun nhng vn quan trng nht i vi khch hng. Ngoi ra cn nhm khch hng khng tiu dng sn phm nhng doanh nghip phi p ng y nhng i hi do h t ra nh cc c quan qun l Nh nc v cht lng, cng chng. S lu hnh sn phm trn th trng ph thuc rt ln ti kh nng ca doanh nghip p ng nhng i hi ca nhm khch hng ny t ra. V vy, khi thit k sn phm cc doanh nghip lun phi ch ti nhng tun th cc tiu chun ca nhm khch hng ny. 14

4.2.

Nhu cu khch hng vi vn cht lng.

4.2.1. Khi nim nhu cu khch hng vi vn cht lng. Cht lng sn phm c nh ngha l s tho mn v vt mong i ca khch hng, do vn quan trng nht t ra cho qun l cht l ng l khch hng cn g, mong i g khi mua hng ho, dch v. Trong thc t i hi ca khch hng ht sc a dng v phong ph, c th tn ti v pht trin cc doanh nghip cn phi tho mn c cc yu cu . Nhu cu thc v k vng ca khch hng gi l cht lng mong i. Cht lng m khch hng nhn c t sn phm ca doanh nghip c gi l cht lng thc t. Gia cht lng mong i v cht lng thc t lun c khong cch nht nh, l khong cch ca s cha tho mn ca khch hng, do cc doanh nghip phi phn u lm gim khong cch . 4.2.2. Phn loi nhu cu Mi doanh nghip c rt nhiu khch hng, mi khch hng li c rt nhiu cc loi nhu cu khc nhau. Sn phm ca doanh nghip sn xut ra phi tho mn nhng nhu cu ca khch hng. Doanh nghip cn nm bt c khch hng c nhu cu v loi sn phm g v mc ch ca h ra sao? Sau s xc nh c im ca tng nhu cu. Nhu cu c th c phn loi nh sau: - Nhu cu bc l: L nhu cu c th pht biu bng li mt cch c th, r rng. Trong thc t i khi nhu cu bc l khng cho bit nhiu thng tin cn thit v cht lng sn phm cn p ng khch hng. - Nhu cu thc: L nhng nhu cu kh pht biu bng li nhng c ngh rt quan trng i vi cc nh qun l cht lng. Xc nh ng nhu cu thc gip doanh nghip pht hin ng cc thuc tnh cht lng sn phm cn thit phi thit k tho mn khch hng. Nhu cu hin ti Nhu cu tim n: To li th cnh tranh.

- Nhu cu nhn thc: Th hin kh nng nhn bit nh gi v cht lng sn phm ca khch hng. - Nhu cu vn ho: Th hin trnh vn ho, phong cch sng v ngun gc xut thn ca khch hng. 4.2.3. Cu trc ca nhu cu v k vng ca khch hng xc nh r c im ca nhu cu ngi ta c th phn tch cu trc k vng ca khch hng v cc thuc tnh cht lng nh sau: S thp k vng ca khch hng:
III

K vng tim n K vng r rng K vng tuyt i

II I

15

- Bc 1: K vng tuyt i th hin nhng k vng c bn ca khch hng, y l bc yu cu thp nht v nhu cu cht lng sn phm. Bc ny bao gm nhng thuc tnh cht lng m khch hng lun lun ngm nh phi c trong mi trng sn phm nh: an ton, tc dng ph, tc hi i vi mi trng - Bc 2: K vng r rng phn nh nhiu i hi tt yu v nhng thuc tnh c th ca sn phm. Bc ny th hin cc yu cu v thuc tnh c khch hng nhn nh mt cch r rng v c tc ng tch cc trong qu trnh la chn sn phm. - Bc 3: K vng tim n, th hin nhiu thuc tnh cht lng sn phm m khi khch hng nhn c th s t ra hon ton hi lng. y l bc cao nht v cht lng, n phn nh gi tr gia tng m khch hng cn cha bit n nhng rt hi lng khi nhn c chng. Vic xc nh cu trc k vng ca khch hng c ngh a rt ln ti mi doanh nghip. N gip cho doanh nghip tit kim c thi gian v sc lc khi bit tp trung vo nhng thuc tnh cht lng c bn cn phi tho lun vi khch hng bc r rng, ng thi xc nh c mc p ng nhng nhu cu c a khch hng i vi cht lng sn phm hin ti ca doanh nghip ang cung cp v d bo c xu hng pht trin ca k vng khch hng v cc thuc tnh cht lng sn phm cn p ng trong tng lai. 4.3. Phng php xc nh nhu cu v cht lng s n phm. 4.3.1. S phn ng ca khch hng v cht lng sn phm v ng x ca doanh nghip. Nhng khiu ni, phn nn ca khch hng l ngun thng tin qu bu gip doanh nghip nm bt c s khng tho mn ca khch hng v nhng khuyt tt hoc thiu st ca sn phm, dch v m doanh nghip cung cp. Nhng thng tin ny cho bit khong chnh lch gia nhng mong i ca khch hng v cht lng thc t ca doanh nghip. Phn ln khch hng khng tho mn, khng khiu ni v phn nn trc tip ti doanh nghip. Doanh nghip cn xc nh r nhng l do dn n s ngn ngi ca khch hng, ng thi cn khuyn khch h cung cp nhng thng tin cn thit gip doanh nghip hon thin cht lng sn phm. Doanh nghip cn ch ng to ra nhng iu kin thun li cho khch hng pht biu kin ca mnh nh t chc cc bn dch v, cc ng dy nng, thng bo cc a ch tip nhn v gii quyt khiu ni, hnh thnh cc b phn ring chuyn ph trch v cc hot ng ny. Hin nay, nhiu doanh nghip s dng internet nm bt thng tin t khch hng v c v sn phm ca cc i th cnh tranh. Mt trong nhng thch thc ln nht i vi cc doanh nghip l nm bt c nhu cu hin ti v tng lai ca khch hng. Trong thc t, cc doanh nghip s dng kh nhiu phng php khc nhau iu tra, nghin cu nhu cu, nhng mong i v mc tho mn ca khch hng. Nhng cch c s dng ph bin nht l: T chc cuc iu tra chnh thc vi quy m ln. y l phng php thu thp c nhiu thng tin v cc thng tin chnh xc, tuy nhin phng php ny rt tn km v cn c s u t v ti chnh, ni dung v k hoch, ni dung v cch thc 16

iu tra, khng phi doanh nghip no cng c kh nng t chc c. Phng php ny c th thc hin bng phng vn trc tip hoc phng vn qua in thoi, gi th cho khch hng. iu tra theo nhm tp trung. y l phng php iu tra mt nhm nh khch hng nhm nm bt c mt s nhu cu v cht lng sn phm ca doanh nghip v ca i th cnh tranh. Phng php ny tranh th c nhng kin trc tip ca khch hng v cc chuyn gia v cht lng. Tuy nhin to ra s tn km, lng ph, thng c t chc qua cc hi ngh khch hng thng nin. Phng php xy dng mi quan h trc tip v lu d i vi khch hng. c biu hin thng qua hnh thc: gi in, gi th hoc gi cc bn cu hi ti khch hng v yu cu khch hng tr li v cc thng tin cn thit v cht lng sn phm. Phng php ny tit kim c chi ph, thi gian ca doanh nghip nhng kt qu ca n thng b gin on v khng m bo cho tnh i din ca khch hng. Nhng khiu ni, phn nn ca khch hng l ngun thng tin qu bu gip doanh nghip nm bt c s khng tho mn ca khch hng v nhng khuyt tt cuae sn phm, v nhng thiu st trong dch v m doanh nghip cung cp. Nhng thng tin ny cho bit khong chnh lch gia nhng mong i ca khch hng v cht lng thc t ca doanh nghip. V vy, cn pht hin theo di nhng phn nn ca khch hng. Tuy nhin phn ln khch hng khng tho mn, khng khiu ni v phn nn trc tip vi doanh nghip. Doanh nghip cn xc nh r nhng l do dn n s ngn ngi ca khch hng trong vic khiu ni, cung cp nhng thng tin phn hi cn thit khi khng tho mn vi sn phm do doanh nghip cung cp. Ch khi no kch thch c nhng khch hng khng tho mn vi sn phm ca doanh nghip i khiu ni, cung cp nhng thng tin cn thit th doanh nghip mi c c hi hon thin cht lng sn phm. thu c nhng thng tin y v chnh xc v mc khng tho mn ca khch hng, doanh nghip cn ch ng to ra nhng iu kin thun li cho khch hng ni ln kin ca mnh. l t chc cc bn dch v, ng dy nng, thng bo cc a ch tip nhn v gii quyt khiu ni, hnh thnh cc b phn ring chuyn trch v hot ng ny. Trong nhng nm gn y, cng vi s pht trin rng ri ca internet, thng mi in t, nhiu doanh nghip s dng nhng cgn c ny nm bt nhu cu, thng tin ca khch hng, tip nhn nhng kin ng gp ca h v cc vn cht lng sn phm ca doanh nghip. Ngoi ra thng qua con ng ny, doanh nghip cn c th nm bt c nhng thng tin v sn phm ca cc i th cnh tranh. S dng internet, doanh nghip va c th c c ngun thng tin ln, phong ph, chi ph li va r, v vy, n ngy cng c s dng rng ri trong iu tra nghin cu nhu cu ca khch hng. PHN 2: CHI PH CHT LNG - NNG SUT 1. 1.1. Chi ph cht lng Khi nim chi ph cht lng (COQ Cost of Quality)

Ch to mt sn phm c cht lng, cung cp mt dch v c cht lng hoc mt cng vic ph hp vi mc ch vn l cha . Mt sn phm hoc dch v c sc cnh tranh khi da trn s cn bng gia hai yu t: cht lng v chi ph t 17

c cht lng . Chi ph t c cht lng phi c qun l cn thn m bo hiu qu lu di. Nhng chi ph chnh l thc o chnh xc s c gng v cht lng. Tt c cc chi ph c lin quan n vic m bo cht lng cho cc sn phm/dch v u c coi l chi ph cht lng. Cc nh qun l cho rng cc chi ph lin quan n cht lng phong ph hn nhiu cc loi chi ph ghi trong s sch k ton v ln hn nhiu chi ph theo bo co. Khi nim chi ph cht lng truyn thng: L tt c cc khon chi ph c lin quan n vic m bo rng cc sn phm, dch v c sn xut ra hoc c cung ng ph hp vi cc tiu chun, quy cch c xc nh trc hoc l cc chi ph lin quan n vic khng ph hp vi tiu chun c xc nh trc. Khi nim chi ph cht lng mi: Chi ph cht lng l tt c cc chi ph c lin quan n vic m bo rng cc sn phm, dch v c sn xut ra hoc c cung ng ph hp vi nhu cu ca ngi tiu dng hoc cc chi ph lin quan n cc sn phm, dch v khng ph hp vi nhu cu ca ngi tiu dng. Theo TCVN ISO 8402:1999: Chi ph lin quan n cht lng l cc chi ph ny sinh tin chc v m bo cht lng tho mn cng nh nhng thit hi ny sinh khi cht lng khng tho mn. 1.2. Phn loi chi ph cht lng. Chi ph cht lng c phn thnh hai loi: Chi ph ph hp: L cc chi ph pht sinh m bo rng cc sn phm, dch v c sn xut ra hoc c cung ng ph hp vi cc tiu chun, q uy cch c xc nh trc. Chi ph ph hp bao gm hai loi: - Chi ph phng nga: l tt c cc chi ph cho cc hot ng phng nga li ca cc sn phm v dch v. Chi ph phng nga c th l chi ph trc tip hoc gin tip nh chi ph cho gio dc, o to, nghin cu th im, chi ph lin quan n cc vng trn cht lng, chi ph kim tra, iu tra kh nng ca ngi cung cp, chi ph h tr k thut ca nh u t, chi ph phn tch kh nng ca quy trnh, chi ph xem xt li sn phm mi.. Cc chi ph c s dng xem xt trc cc chng trnh cht lng v m bo duy tr chi ph nh gi v chi ph sai hng mc thp nht c th. - Chi ph nh gi: L tt c cc chi ph phc v cho vic o v nh gi cht lng ca cc sn phm v dch v m bo s ph hp. Chi ph nh gi bao gm chi ph kim nghim, chi ph kim tra hng mua voCc chi ph trc tip hay gin tip ca cc hot ng kim tra, kim nghim nhm xc nh mc ph hp cng thuc v chi ph nh gi. Chi ph khng ph hp: L cc chi ph chi cho sn phm c sn xut ra hoc cc dch v c cung ng nhng khng ph hp vi yu cu ca khch hng. Chi ph ny cn c gi l chi ph sai hng. Gm hai loi: - Chi ph sai hng bn trong: L nhng chi ph ny sinh trc khi sn phm hng ho dch v c giao cho bn mua. y l chi ph ca cc sn phm hoc dch v c pht hin l b li trc khi hng n tay ngi mua. Chi ph ny bao gm 18

chi ph hao ht vt t, chi ph ca ph phm, chi ph ca hng t h phm, gim cp, chi ph lm li, lng ph, chi ph phn tch sai, chi ph kim tra, kim nghim li, chi ph nh tr sn xut do trc trc v cht lng, chi ph c hi do hng thp cp, gim cp... - Chi ph sai hng bn ngoi: L nhng chi ph lin quan n cc sn phm b li c pht hin sau khi a sn phm ra th trng. Chi ph ny bao gm chi ph bo hnh, chi ph gii quyt khiu ni khch hng, chi ph hng b tr li, chi ph i hng, chi ph bi thng, tn tht do mt uy tn. Chi ph sai hng bn ngoi cng c th l chi ph gin tip hay chi ph trc tip nh chi ph nhn cng hay chi ph i li phc v cho vic iu tra khiu ni ca khch hng, chi ph kim tra iu kin bo hnh. Xt tng th, chi ph ph hp bao gm c chi ph phng nga v chi ph nh gi duy tr mt mc tng i n nh k t khi chng trnh ci tin cht lng c tin hnh. Chi ph nh gi ch tng ln tng i nhanh giai on u, cng v sau, chi ph ny cng tng chm li. Chi ph sai hng s tng ln nhanh khi hot ng kim nghim c thc thi, nhng chi ph ny cng s gim xung u n khi cng tc o to c tin hnh thng xuyn. Vic nm vng c bn cht ca chi ph cht lng c mt ngha to ln i vi cc nh qun tr cht lng. Chi ph cht lng v gc r vn l mt b phn ca chi ph sn phm v c thu thp thng qua h thng s sch k ton. Bi vy, cn c s phi hp cht ch gia phng cht lng v phng k ton cng tc thu thp v bo co chi ph cht lng c hiu qu, chnh xc v thun tin. 2. 2.1. Cc m hnh chi ph cht lng M hnh chi ph cht lng truyn thng

Theo m hnh truyn thng, chi ph phng nga v chi ph nh gi bng 0 khi 100% sn phm b li v chi ph ny tng ln khi s li tng ln. M hnh l thuyt ny ch ra rng tng chi ph cht lng cao hn khi cht lng ca sn phm hay dch v thp v chi ph ny gim xung khi cht lng c ci thin. Theo l thuyt ny, mt cng ty khi sn xut ra cc hng ho c cht lng thp c th tm ra cch gim chi ph sai hng bng cch tng chi ph phng nga v nh gi mt khong tng ng. Khi chi ph phng nga v chi ph nh gi tip tc tng ln th mc ci thin ny s gim dn v tin ti bng 0. M hnh ny cng ch ra rng tn ti mt mc cht lng m ti tng chi ph cht lng t gi tr nh nht. Khi vt qua mc cht lng ny, chi ph phng nga v chi ph kim tra, nh gi li tng ln nhanh chng v lm cho tng chi ph cht lng tng ln khi chi ph sai hng gim dn v 0. Trng hp ny cc nh kinh t gi l quy lut nh i. M hnh chi ph cht lng truyn thng l mt m hnh mang tnh l thuyt, n c xy dng vi gi thuyt l mi trng sn xut c nh v qu trnh sn xut khng thay i theo thi gian. Nhng trong thc t, qu trnh sn xut khng ngng thay i theo thi gian bi nhng cng ngh mi thm vo, vic ci tin cc quy trnh, s tin b ca lc lng sn xut. V vy, mi quan h gia chi ph ph hp v chi ph khng ph hp lun c tnh ng, c bit l trong thi i tri thc v cng 19

ngh hin i i vi nhng t chc s dng cng ngh v kin thc ci tin cht lng. 2.2. M hnh chi ph cht lng hin i M hnh chi ph cht lng hin i ra i trn c s khc phc s hn ch ca m hnh chi ph cht lng truyn thng v trn c s nhng thay i trong quy trnh v cng ngh sn xut. Theo quan nim mi, chi ph phng nga v chi ph kim tra, nh gi c ch trng nhiu hn. Chi ph phng nga l mt c s quan trng hnh thnh t duy cht lng. M hnh chi ph cht lng hin i cho rng, tng chi ph cht lng bao gm c nhng chi ph v hnh. Chi ph ny khng th gim ti mc thp nht nhng im mc ph hp nh hn 100%. Do hiu ng cp s nhn, mt khi khch hng cm nhn rng cht lng sn phm ca doanh nghip l km, chi ph sai hng v hnh c th tip tc ko di mc d nhng sai st thc t chm dt. Cng ngh mi lm gim c chi ph cht lng thng qua vic gim t l sai st ca vt liu v chi ph lao ng trc tip kt tinh trong sn phm. T ng ho quy trnh v kim tra lm thay i hnh dng ng cong ca COQ. M hnh ny th hin nhng chi ph khng ph hp trc tin gim rt nhanh vi vic tng cht lng sau gim chm dn. Tng chi ph cht lng khng cn dng hnh ch U m c dng ng cong gim dn khi cht lng tng ln. M hnh mi ny xem xt chi ph cht lng mt cch tng hp, khng quan tm n vic nh i gia cc nhm chi ph cht lng m quan tm n s thay i ca tng loi chi ph cht lng theo thi gian. 3. 3.1. nh hng ca cht lng n nng sut. Nng sut v phn loi nng sut

3.1.1. Khi nim Nng sut l s o hiu nng ca cng ty khi bin chuyn u vo thnh u ra. (Nng sut = u ra/u vo). u ra l sn phm thu c t mt qu trnh dch v hay sn xut. u vo l nguyn vt liu, lao ng, vn...c a vo sn xut ch to ra sn phm. Nng sut chung: Phn nh hiu qu ca vic s dng cc yu t u vo, thc hin s ng gp ca cc yu t u vo to ra sn phm u ra. Nng sut b phn: Thc hin s ng gp ca cc b phn vo nng sut vn v nng sut lao ng. Nng sut yu t tng hp: N phn nh hiu qu tng hp ca cc yu t to ra sn phm v dch v trong c s ng gp ch yu ca qun l, thay i c cu sn xut, c cu vn v cc yu t t chc khc. 3.1.2. Phn loi nng sut. - Cn c vo tnh cht: c 3 loi. + Tng nng sut: Phn nh mi quan h t l gia tng u ra v tng u vo ca tt c cc yu t sn xut. 20

Pt = Trong :

Qt Qt LC RQ

Qt : Tng u ra P t : Tng nng sut L: Nhn t lao ng u vo C: Nhn t vn u vo R: Nguyn liu th Q: Hng ho dch v trung gian khc

+ Nng sut b phn: Dng nh gi s ng gp ca tng nhn t ring bit v gm hai loi: Nng sut lao ng v nng sut vn. WL = Trong :
Qsp L VA L

WV =

Qsp V

VA V

WL, W V: Nng sut lao ng, nng sut vn. Qsp: Khi lng sn phm sn xut ra. L: S lao ng V: S vn c nh VA: Gi tr gia tng

+ Nng sut yu t tng hp: Phn nh hiu qu v tnh hiu qa ca vic qun l 2 nhn t u vo l vn, lao ng, ng thi nh gi mc thay i ca tin b cng ngh i vi mc tng trng kinh t thay i ca c cu kinh t v hiu qu ca hot ng qun l. S dng hm sn xut Cobb Douglas: Y= A. L . K Trong : Y: Nng sut L: Lao ng K: vn u vo

, : co dn ca u ra tng ng vi lao ng, vn.

A: H s iu chnh - Cn c vo phm vi: + Nng sut lao ng c bit: L thc o tnh hiu qu ca lao ng sng thng c biu hin ra trn mt gi cng lao ng. l c s doanh nghip tr lng cho cng nhn. + Nng sut ca doanh nghip: L t s gia tng u ra ca doanh nghip vi tng u vo c h s iu chnh lm pht theo thi gian nht nh. + Nng sut quc gia: Phn nh tng gi tr sn xut trn mt ngi lao ng mt nc c th. Nng sut ca mt quc gia ph thuc vo ngi s dng 21

thi gian lao ng c bit v l ch s nh gi tiu chun sng, so snh gia cc nc ( chnh l GDP). 3.2. Cc nhn t nh hng n nng sut 3.2.1. Nhm nhn t bn trong: + Lao ng: Lc lng lao ng l nhn t u tin v quan trng tc ng ti nng sut. Nng sut ca mi doanh nghip v mi quc gia ph thuc rt ln vo trnh vn ho, chuyn mn, tay ngh, cng nh k nng, k xo, nng lc ca i ng lao ng. + Vn: c hiu theo ngha chung nht: n c biu hin bng cc yu t: Cng ngh, my mc thit b, nguyn vt liu Vic m bo vn y , kp thi, s dng mt cch c hiu qu s l mt trong nhng nhn t quan trng tc ng n nng sut. Nu qu trnh cung cp cc yu t u vo n nh, ng thi gian quy nh thi s to ra nng sut n nh v ngc li. + Trnh qun l: Tc ng ti nng sut ca doanh nghip, nng sut ch c th t c ti u khi c s phi hp thng nht v y gia yu t qun l lao ng v cng ngh. Xy dng tt mi quan h gi ngi lao ng, ngi qun l s hnh thnh phong cch qun l mi, s khuyn khch tnh t ch, sng to ca lc lng lao ng, t to ra sc mnh tng hp pht huy hiu qu yu t sn xut, c bit l yu t con ngi. + Trnh t chc sn xut: Yu t ny c tc ng mnh ti nng sut, thng qua vic xy dng phng hng pht trin, u t, la chn cch thc t chc, b tr dy chuyn cng ngh v c cu t chc sn xut, chuyn mn ho kt hp vi a dng ho cng vi vic la chn mt qui m hp l s cho php khai thc ti a nhng li th, t cho php gim chi ph, nng cao nng sut yu t u vo. 3.2.2. Nhm nhn t bn ngoi. - C ch chnh sch ca Nh nc: Nh nc c vai tr quan trng trong vic to iu kin nng cao nng sut. l to hnh nh hnh lang php l, sn chi bnh ng cho cc doanh nghip cng hot ng, y l c s cho vic nng cao nng sut ca cc doanh nghip. - Mi trng th gii: Bao gm ton b lnh vc kinh t, x hi. y l nhn t c tc ng gy nh hng ti nng sut quc gia, nng sut doanh nghip, mt s thay i ca mi trng th gii s nh hng ti nng sut quc gia, nng sut doanh nghip v nh vy s nh hng ti s pht trin ca nn kin h t ni chung. 3.3. Mi quan h gia nng sut lao ng v cht lng. Sn lng l s o u ra v thng c dng ch nng sut. C th thy r c mi quan h gi nng sut v cht lng: + Nu tng cht lng sn phm v cc hot ng trong doanh nghip th tng nng sut ca doanh nghip. + Nu tng nng sut th khng hn l tng cht lng sn phm v cc hot ng khc. + Cng thc th hin mi quan h trn: 22

Y = IG + I(1-G).R Trong : Y: Nng sut. I: S lng sn phm u vo theo k hoch G: T l % cc sn phm c cht lng. R: T l % cc sn phm khng t cht lng c th lm li c. to ra mt sn phm hon chnh th qu trnh sn xut phi tri qua nhiu cng on khc nhau. Do ngi ta c th tnh nng sut bng cc cng thc sau: Y = I.gi Trong : gi: L t l cc sn phm tt cng on th i. 4. Thc hnh Biu din mi quan h gia nng sut v cht lng trong mt doanh nghip. V d: Mt doanh nghip c s lng sn phm u vo theo k hoch l 180sp / ca vi t l sn phm tt l 95%, t l sn phm sai hng c th lm li c l 50%. Hy tnh nng sut ca doanh nghip . Do qu trnh i mi cng ngh t l sn phm tt tng ln 97% v t l cc sn phm sai hng c th lm li c tng ln 70%. Hy tnh nng sut ca doanh nghip . Gii: I = 180 G =95% R = 50% Y= ? G = 97% R = 70% Y= ?

Ta c: Y1 = 180 . 0,95 + 180.(1- 0,95). 0,5 = 176 Y2 = 180 . 0,97 + 180.(1-0,97). 0,7 = 179 Y1 Y2 = S lng sn phm tuyt i

PHN 3: QUN L CHT LNG

1. 1.1 Qun l cht lng v vai tr ca qun l cht lng S pht trin ca khoa hc qun l cht lng. 23

Giai on 1: Bt u t u th k th 19 n trc chin tranh th gii th II: - L giai on ca qu trnh hnh thnh v pht trin ca qun l cht lng v khoa hc qun l cht lng. - Trong giai on ny cha c khi nim qun l cht lng no xut hin m ch c khi nim kim tra cht lng, ch yu l kim tra, pht hin nhng sn phm khng t tiu chun trong qu trnh sn xut v tch chng ra khi nhng sn phm tt. - Cc doanh nghip bt u xc nh c cu t chc qun l cht lng thng qua vic hnh thnh nhng b phn kim tra cht lng ph thuc vo quy m ca doanh nghip. - Kim tra cht lng c coi l trch nhim ca cc cn b k thut v tp trung ch yu khu sn xut. - Cc doanh nghip bt nhn bit c s bin ng ca qu trnh sn xut v chnh s bin ng ny lm cho cht lng sn phm sn xut ra khng ng u nhau v cht lng do cn phi s dng mt s cng c thng k n gin kim sot qu trnh sn xut nhm m bo s n nh cht lng. Giai on 2: Sau chin tranh th gii ln th 2 n cui nhng nm 60. - Khi nim qun l cht lng thay th cho khi nim kim tra cht lng. Ni dung ca qun l cht lng c hiu trong phm vi rng hn. N khng ch tp trung vo khu m bo cht lng trong khu sn xut m cn tp trung vo cc khu khc, c bit l m bo cht lng sau khi bn. - c s thay i v phn cng trch nhim, quyn hn trong qun l cht lng. (G1 ch n cn b k thut th G2 c s tham gia qun l ca cn b qun l vo qu trnh qun l cht lng). - Cc doanh nghip bt u quan tm nhiu hn n qu trnh sn xut v gim dn s l thuc vo cc bin php kim tra cht lng cui cng. - Cc doanh nghip cng bt u quan tm ti vai tr v trch nhim ca ngi lao ng trong qun l cht lng. - Trong giai on ny cc cng c thng k c nghin cu pht trin v s dng ngy cng rng trong cc doanh nghip. Giai on 3: Bt u t u nhng nm 70. - Giai on ny c s thay i cn bn v ni dung v phng php qun l trong cc doanh nghip. Qun l cht lng c hiu theo ngha rng hn trc rt nhiu. (TQM). Khi nim qun l cht lng c thay bng qun l cht lng ton din

- TQM: c hiu l ni dung ca qun l cht lng c thc hin trong tt c mi khu t nghin cu nhu cu th trng n thit k sn phm, thit k qu trnh chun b sn xut, sn xut phn phi v tiu dng. - Phi c s phi hp ng b gia khch hng, doanh nghip v ngi cung ng trong qun l cht lng. 24

Giai on 4: Trong thp nin cui th k XX, chng ta bt u ch nhiu n h thng qun l cht lng theo B tiu chun quc t ISO 9000. y l b tiu chun quan trng gip chng ta nhiu thun li trong qu trnh hi nhp. - S ra i ca b tiu chun ISO to mt bc ngot trong hot ng tiu chun ho v qun l cht lng trn th gii nh s hng ng rng ri, nhanh chng ca nhiu nc trn th gii i vi b tiu chun ny. 1.2. Khi nim qun l cht lng. Cht lng khng t nhin sinh ra, n l kt qu ca s tc ng ca hng lot cc yu t c lin quan cht ch vi nhau. Mun t c cht lng mong mun cn phi qun l mt cch ng n cc yu t ny. Qun l cht lng l mt kha cnh ca chc nng qun l xc nh v thc hin chnh sch cht lng. Hot ng qun l trong lnh vc cht lng c gi l qun l cht lng. Hin nay ang tn ti nhiu quan im khc nhau v qun l cht lng: + A.G.Robertson, mt chuyn gia ngi Anh v cht lng cho rng Qun l cht lng c xc nh nh l mt h thng qun tr nhm xy dng chng trnh v s phi hp cc c gng ca nhng n v khc nhau duy tr v tng cng cht lng trong cc t chc thit k, sn xut, m bo sn xut c hiu qu v tho mn nhu cu ngi tiu dng. + A.V.Feigenbaum, nh khoa hc ngi M: Qun l cht lng l mt h thng hot ng thng nht c hiu qa ca nhng b phn khc nhau trong mt t chc, chu trch nhim trin khai cc tham s cht lng, duy tr v nng cao cht lng. + Philip Crosby, mt chuyn gia ngi M v cht lng: Qun l cht lng l mt phng tin c tnh cht h thng, m bo vic tn trng tng th tt c cc thnh phn ca mt k hoch hnh ng. + T chc tiu chun quc t ISO 9000 Qun l cht lng l cc hot ng c phi hp nh hng v kim sot mt t chc v cht lng. Vic nh hng v kim sot v cht lng ni chung bao gm lp chnh sch cht lng, mc tiu cht lng, hoch nh cht lng, kim sot cht lng, m bo cht lng v ci tin cht lng. Chnh sch cht lng: L ton b v nh hng v cht lng do lnh o cao nht ca doanh nghip chnh thc cng b. y l li tuyn b v vic ngi cung cp nh p ng cc nhu cu ca khch hng, nn t chc th no v bin php t c iu ny. Hoch nh cht lng: L cc hot ng nhm thit lp cc mc tiu v yu cu i vi cht lng v thc hin cc yu t ca h thng cht lng. Kim sot cht lng: Cc k thut v cc hot ng tc nghip c s dng thc hin cc yu cu cht lng. m bo cht lng: Mi hot ng c k hoch v c h thng cht lng c khng nh v em li lng tin tho mn cc yu cu i vi cht lng. H thng cht lng: Bao gm c cu t chc, th tc, qu trnh v ngun lc cn thit thc hin cng tc qun l cht lng. 25

Nh vy tuy tn ti nhiu nh ngha khc nhau v cht lng, song nhn chung c nhng im ging nhau nh: - Mc tiu trc tip ca qun l cht lng l m bo cht lng v ci tin cht lng ph hp vi nhu cu th trng v chi ph ti u. - Thc cht ca qun l cht lng l tng hp cc hot ng ca chc nng qun l nh: Hoch nh, t chc, kim sot v iu chnh. Ni cch khc qun l cht lng chnh l cht lng ca qun l. - Qun l cht lng l h thng cc hot ng, cc bin php (hnh chnh, t chc, kinh t, k thut, x hi v tm l). Qun l cht lng l nhim v ca tt c mi ngi, mi thnh vin trong x hi, trong doanh nghip, l trch nhim ca tt c cc cp, nhng phi c lnh o cao nht ch o. Qun l cht lng c thc hin trong sut chu k sng ca sn phm, t thit k, ch to n s dng sn phm. 2. Nhng nguyn tc qun l cht lng Qun l cht lng l mt lnh vc qun l c nhng c th ring. N i hi phi thc hin cc nguyn tc ch yu sau: 2.1. Qun l cht lng phi c nh hng bi khch hng Trong c ch tth trng, khch hng l ngi chp nhn v tiu th sn phm, dch v. Khch hng ra cc yu cu v sn phm dch v, cht lng v gi c. Do , qun l cht lng sn phm dch v phi c hng ti khch hng v nhm p ng tt nht nhu cu ca khch hng. Cc hot ng iu tra nghin cu th trng, nhu cu ca khch hng, xy dng v thc hin chnh sch cht lng, thit k sn phm, sn xut, kim tra, dch v sau khi bn hng u phi ly vic phc v, p ng tt nht nhu cu ca khch hng lm mc tiu. 2.2. Coi trng con ngi trong qun l cht lng. Con ngi gi v tr quan trng hng u trong qu trnh hnh thnh, m bo v nng cao cht lng sn phm dch v. Do trong cng tc qun l cht lng cn p dng cc bin php v phng php thch hp huy ng ht ngun lc, ti nng ca con ngi mi cp, mi ngnh vo vic m bo, hon thin v nng cao cht lng sn phm, dch v. Nhng ngi lnh o phi xy dng c chnh sch cht lng cho doanh nghip v phi thit lp c s thng nht ng b gia mc ch, chnh sch v mi trng ni b trong doanh nghip. H phi li cun, huy ng v s dng c hiu qu mi ngi vo vic t c mc tiu v cht lng ca doanh nghip. Hot ng cht lng ca doanh nghip s khng c kt qu v hiu qu nu khng c s lin kt trit ca lnh o, cn b cng nhn vin ca doanh nghip. Nhng ngi qun l trung gian l lc lng quan trng trong vic thc hin mc tiu, chnh sch cht lng ca doanh nghip. Cng nhn l ngi trc tip thc hin cc yu cu v m bo, ci tin cht lng v ch ng sng to xut cc kin ngh v m bo v nng cao cht lng. 2.3. Qun l cht lng phi thc hin ton din v ng b.

26

Cht lng sn phm l kt qu tng hp ca cc lnh vc kinh t, t chc, k thut c lin quan n cc hot ng nh nghin cu th trng, xy dng chnh sch cht lng, thit k, ch to v kim tra cc dch v sau khi bn. ng thi cng l kt qu ca nhng c gng, n lc chung ca cc ngnh cc cp v tt c mi ngi. Do i hi phi m bo tnh ton din v s ng b trong cc mt hot ng lin quan n m bo v nng cao cht lng dch v. 3. Cc chc nng c bn ca qun l cht lng Qun l cht lng cng nh bt k mt loi qun l no u phi c thc hin mt s chc nng c bn nh: Hoch nh, t chc, kim tra, kch thch, iu ho phi hp. Nhng do mc tiu v i tng qun l qun l ca cht lng c nhng c th ring nn cc chc nng ca qun l cht lng cng c nhng c im ring. Deming l ngi khi qut chc nng qun l cht lng thnh vng trn cht lng: Hoch nh, thc hin, kim tra, iu chnh (PDCA). C th c th ho chc nng qun l cht lng theo cc ni dung sau: 3.1. Hoch nh cht lng - Hoch nh l chc nng quan trng hng u v i trc cc chc nng khc. Hoch nh cht lng l mt hot ng xc nh mc tiu v cc phng tin, ngun lc v bin php nhm thc hin mc tiu cht lng sn phm. - Nhim v ch yu ca hoch nh cht lng l hot ng nghin cu th trng xc nh cc yu cu ca khch hng v cht lng sn phm hng ho, dch v, sau chuyn giao kt qu ny ti b phn tc nghip. Hoch nh cht lng c tc dng nh hng pht trin cht lng cho ton doanh nghip, to iu kin nng cao kh nng cnh tranh trn th trng v khai thc s dng c hiu qu hn cc ngun lc gp phn gim chi ph. 3.2. T chc thc hin - Qu trnh thc hin cc hot ng tc nghip sau khi c k hoch c th. - T chc h thng cht lng. Hin nay ang tn ti nhiu h thng qun l cht lng nh TQM, ISO 9000, HACCP, GMP, Q-Base, gii thng cht lng Vit nam Mi doanh nghip phi t la chn cho mnh h thng cht lng ph hp. - T chc thc hin bao gm tt c cc vic nh tin hnh bin php kinh t, hnh chnh, k thut, chnh tr t tng thc hin k hoch t ra. Nhim v ny bao gm: + Lm cho mi ngi thc hin k hoch bit r mc tiu, s cn thit v ni dung cng vic mnh phi lm. + T chc chng trnh o to v gio dc cn thit i vi nhng ngi thc hin k hoch. Cung cp ngun lc cn thit mi ni v mi lc. 3.3. Kim tra, kim sot cht lng Kim tra, kim sot l qu trnh iu khin nh gi cc hot ng tc nghip thng qua k thut, phng tin, phng php v cc hot ng nhm m bo cht lng theo ng yu cu. 27

Nhim v chnh ca kim tra, kim sot l t chc cc hot ng nh gi cc sn phm c t theo yu cu hoc nh gi vic thc hin cht lng trong thc t ca doanh nghip. So snh gia cht lng thc t v cht lng k hoch pht hin nhng sai lch khng ph hp v a ra nhng bin php khc phc sai lch . Khi thc hin kim tra, kim sot cc kt qu thc hin k hoch cn nh gi mt cch c lp nhng vn sau: + + Liu k hoch c c tun theo mt cch trung thanh khng? Liu bn thn k hoch ue cha?

Nu mc tiu khng t c c ngha l mt trong hai hoc c hai iu trn u khng c tho mn. 3.4. Chc nng kch thch Kch thch vic m bo v nng cao cht lng c thc hin thng qua p dng ch thng pht v cht lng i vi ngi lao ng v p dng gii thng quc gia v m bo v nng cao cht lng. 3.5. iu chnh, iu ho v phi hp. + L ton b nhng hot ng nhm to ra s phi hp thng nht, ng b, khc phc nhng sai st c tn ti v a cht lng sn phm ln mc cao hn nhm lm gim dn khong cch gia mong mun ca khch hng v cht lng thc t t c. + Hot ng iu ho, iu chnh, phi hp c th hin r nhim v ci tind, hon thin cht lng sn phm theo cc hng khc nhau, pht trin sn phm mi, a dng ho sn phm, i mi cng ngh, hon thin qu trnh sn xut. Khi tin hnh cac hot ng iu chnh cn phi phn bit r rng gi vic loi tr hu qa v loi tr nguyn nhn ca hu qu. 4. 4.1. Cc phng php qun l cht lng Phng php kim tra I (Inspection)

- Mt trong nhng phng php m bo cht lng chnh l phng php kim tra, phng php ny gip cho doanh nghip pht hin nhng sai st v c bin php ngn chn nhng sai st . - Ngy nay ngi ta vn s dng phng php kim tra nh mt cng c hu hiu trong cng tc qun l cht lng. m cht lng cht lng sn phm ph hp quy nh mt cch c hiu qu bng cch kim tra sng lc 100% sn phm, cn phi tho mn nhng iu ki n sau y: sai st. Cng vic kim tra cn c tin hnh mt cch ng tin cy v khng c

- Chi ph cho s kim tra phi t hn ph tn do sn phm khuyt tt v nhng thit hi do nh hng n lng tin ca khch hng. Qu trnh kim tra khng c nh hng n cht lng. 28

Phng php ny khng to dng nn cht lng m ch nhm hn ch nhng sai lch trong hot ng tc nghip. 4.2. Phng php kim sot- QC (Quality Control) - L hot ng k thut mang tnh tc nghip c s dng mt cch trit p ng yu cu v cht lng. - Kim sot cht lng tt c ngha l kim sot c mi yu t nh hng ti qu trnh to ra sn phm nh: yu t v con ngi, my mc thit b, nguyn vt liu, phng php sn xut. C th: + Kim sot con ngi thc hin: Ngi thc hin phi c o to c kin thc, k nng thc hin cng vic. H phi c thng tin y v cng vic cn thc hin v kt qu cn t c. + Kim sot phng php v qu trnh sn xut: Cc phng php v qa trnh sn xut phi c thit lp ph hp vi iu kin sn xut v phi c theo di, kim sot thng xuyn nhm pht hin kp thi nhng bin ng ca qu trnh. + Kim sot nguyn nhn vt liu u vo: Ngun cung cp nguyn vt liu phi c la chn. Nguyn vt liu phi c kim tra cht ch khi nhp v trong qu trnh bo qun. + Kim sot, bo dng thit b: Thit b phi c kim tra thng xuyn, nh k v c bo dng, sa cha theo ng quy nh. + Kim tra mi trng lm vic. - Kim sot cht lng ton din l mt h thng kim sot c hiu qu nht trong s pht trin ca cc doanh nghip trong iu kin hin nay. - Kim sot cht lng ton din huy ng n lc ca mi n v trong cng ty vo cc qu trnh c lin quan ti duy tr v ci tin cht lng. - Gia kim tra v kim sot cht lng c s khc nhau. Kim tra l s so snh, i chiu gia cht lng thc t ca sn phm vi nhng yu cu k thut, t loi b cc ph phm. Kim sot l hot ng bao qut hn, ton din hn, n bao gm ton b cc hot ng Marketing, thit k, sn xut, so snh, nh gi cht lng v dch v sau bn hng, tm nguyn nhn v bin php khc phc. 4.3. m bo cht lng QA (Quality Assurance) m bo cht lng l mi hot ng c k hoch, c h thng v c khng nh nu cn em li lng tin tho ng ca sn phm cho khch hng. c th tin hnh hot ng nhm m bo cht lng c hiu qu th cc doanh nghip phi xy dng mt h thng qun l cht lng v chng minh cho khch hng thy c iu . m bo cht lng nhm hai mc ch: m bo cht lng ni b (trong mt t chc) nhm to lng tin cho lnh o v cc thnh vin trong t chc v m bo cht lng vi bn ngoi nhm to lng tin cho khch hng v nhng ngi c lin quan khc rng yu cu cht lng c tho mn. Nu nhng yu cu v cht lng khng phn nh y nhng nhu cu ca ngi tiu dng th vic m bo cht lng c th khng to c lng tin tho ng. 29

4.4. Phng php qun l cht lng ton din TQM (Total Quality Management) Mc tiu ca TQM l ci tin cht lng sn phm v tho mn khch hng mc tt nht cho php. c im ni bt ca TQM so vi cc phng php qun l cht lng trc y l n cung cp mt h thng cht lng ton din cho cng tc qun l v ci tin 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 ra. Thc cht y l mt h thng qun l cht lng m n i hi s tham gia ca tt c cc thnh vin trong doanh nghip, cht lng c nh hng bi khch hng, coi trng con ngi v ci tin cht lng lin tc. Cc c im ca TQM trong qu trnh trin khai thc t hin nay ti cc cng ty c th c tm tt nh sau: Cht lng c nh hng bi khch hng Vai tr lnh o trong cng ty Ci tin cht lng lin tc Tnh nht th v tnh h thng S tham gia ca mi cp, mi b phn, mi thnh vin Coi trng con ngi

S dng cc phng php t duy khoa hc nh k thut thng k.

PHN 4: H THNG QUN L CHT LNG

1. 1.1. Thc cht ca h thng qun l cht lng. Khi nim h thng cht lng.

cnh tranh trong iu kin hin nay, cc t chc phi t v duy tr c cht lng vi hiu qu kinh t cao, em li lng tin trong ni b v cho khch hng 30

v cc bn c lin quan v h thng hot ng ca mnh. Mun vy doanh nghip phi c chin lc, mc tiu, t c mt chnh sch hp l, mt c cu t chc v ngun lc ph hp xy dng mt h thng qun l c hiu qu v hiu lc. H thng qun l cht lng l t chc, l cng c, phng tin thc hin mc tiu v cc chc nng qun l cht lng. Theo ISO 9000: 2000 th H thng qun l cht lng l h thng qun l ch o v qun l mt t chc v mc tiu cht lng. 1.2. Phn loi h thng cht lng. H thng qun l cht lng bao gm nhiu b phn hp thnh v gia cc b phn hp thnh c quan h mt thit, hu c vi nhau. C th phn loi h thng qun l cht lng theo nhiu cch khc nhau: Theo ni dung: - H thng qun l cht lng theo tiu chun ca t chc tiu chun ho quc t ISO 9000 (International Organization for Standarization.) H thng qun l cht lng ton din TQM (Total Quality Management) HTQL cht lng theo tiu chun Gii thng cht lng Vit Nam HTQL l cht lng Q-Base p dng cho cc doanh nghip va v nh.

- HTQL cht lng theo GMP, HACCP, SQF cho cc doanh nghip sn xut thc phm, nng sn, thu sn - H thng qun l cht lng QS 9000 p dng cho cc doanh nghip ch to t. - H thng qun l cht lng SA 8000 SA (Social Accountability 8000). Gip doanh nghip ti sn xut lao ng v gip ngi lao ng lm vic trong iu kin tt nht. Theo chu k sng ca sn phm : - H thng qun l cht lng trong giai on thit k. - H thng qun l cht lng trong giai on sn xut. - H thng qun l cht lng trong giai on tiu dng. Theo cp qun l: - H thng qun l ca Nh nc c xy dng trn c s cc thnh tu ca h thng tiu chun quc t. - H thng qun l cht lng doanh nghip l mt h thng do doanh nghip t xy dng trn c s cc h thng ca quc gia. - H thng qun l cht lng ca cc b phn trong doanh nghip do t cc b phn xy dng v ph thuc vo iu kin v mc yu cu thc t ca b phn . 1.3. Cu trc ca h thng cht lng T chc phi xy dng, lp vn bn, thc hin , duy tr h thng qun l cht lng v thng xuyn nng cao hiu lc, hiu qu ca h thng. Cc vn bn ca h thng qun l cht lng bao gm: 31

lng. -

Cc cng b dng vn bn v chnh sch cht lng v cc mc tiu cht S tay cht lng. Cc th tc dng vn bn theo yu cu ca tiu chun ny.

- Cc ti liu cn c ca cc t chc m bo vic lp k hoch tc nghip v kim sot c hiu lc cc qu trnh. Cc h s theo yu cu ca tiu chun ny. 2. 2.1. H thng qun l cht lng ISO 9000 T chc quc t v tiu chun ho ISO

ISO l mt t chc quc t v tiu chun ho, c tn y l: The International Organization for Standardization. Thnh vin ca ISO l cc t chc tiu chun quc gia ca khong 150 nc trn th gii. ISO l mt t chc phi chnh ph, ra i v hot ng t 23/2/1947. Tr s chnh ti Genve Thu S. Ngn ng s dng chnh l ting Anh, Php, Ty Ban Nha. Nhim v ca ISO l thc y s pht trin ca vn tiu chun ho v nhng hot ng c lin quan nhm to iu kin thun li cho vic trao i hng ho, dch v quc t v s hp tc pht trin trong cc lnh vc tr tu, khoa hc, k thut v mi hot ng kinh t khc. Kt qu hot ng ca ISO l vic ban hnh cc tiu chun quc t trong cc lnh vc sn xut, kinh doanh v dch v. n nay c trn 14.000 tiu chun c ban hnh. Mng li thng tin ca ISO c t ti nhiu quc gia trn th gii chuyn cung cp thng tin v tiu chun, qui ch k thut, kim tra v cp giy chng nhn cht lng khp ni trn th gii. Cc quc gia thnh vin ca ISO cn phi tun th mi iu l ca ISO ban hnh. Vit nam gia nhp vo ISO nm 1977 v l thnh vin th 72 ca ISO. Nm 1996 ln u tin Vit nam c bu vo ban chp hnh ca ISO vi nhim k 2 nm. 2.2. S hnh thnh v pht trin ca ISO 9000 Trong nhng nm 1970, s nhn thc v cht lng gia cc ngnh cng nghp ca nhiu nc cn khc nhau. Do Vin tiu chun Anh Quc (British Standard Institute BSI), mt thnh vin ca ISO chnh thc ngh ISO thnh lp mt u ban k thut pht trin cc tiu chun quc t v k thut v t hc hnh m bo cht lng. U ban k thut 176 ra i gm a s thnh vin l ca cng ng Chu u. Mc ch ca nhm TC 176 l thit lp mt tiu chun duy nht sao cho c th p dng c vo nhiu lnh vc: sn xut, kinh doanh, dch v. Bn tho u tin xut bn vo nm 1985, cng b chnh thc vo 1987 vi tn gi l ISO 9000, sau c tu chnh v ban hnh phin bn hai vo nm 1994. n nm 2000, ISO 9000 c sot xt, sa i ln th 2 v phin bn 3 ca ISO 9000 c chnh thc ban hnh vo ngy 15/12/2000 v ln sa i ny ra i phin bn ISO 9000: 2000. 32

Ti Vit nam, Tng cc Tiu chun - o lng Cht lng chp nhn tiu chun ISO 9000 v ban hnh tiu chun Vit nam vi k hiu TCVN ISO 9000. 2.3. Thc cht, cu trc ca ISO 9000 ISO 9000 l b tiu chun do T chc quc t v Tiu chun ho (ISO) ban hnh nhm a ra cc chun mc cho h thng qun l cht lng v c th p dng rng ri trong cc lnh vc sn xut, kinh doanh, dch v. ISO 9000 cp n cc lnh vc ch yu trong qun l cht lng: Chnh sch v ch o v cht lng, nghin cu th trng, thit k v trin khai sn phm, cung ng, kim sot qu trnh, bao gi, phn phi dch v sau khi bn, xem xt nh gi ni b, kim sot ti liu, o to. Thc cht ca B tiu chun ISO 9000 l chng nhn h thng m bo cht lng, p dng cc bin php ci tin cht lng khng ngng tho mn khch hng v nng cao hiu qu sn xut kinh doanh ch khng phi l kim nh cht lng sn phm. H thng qun l cht lng theo ISO 9000 da trn m hnh qun l theo qu trnh, ly phng nga lm phng chm ch yu trong chu trnh sn phm. ISO 9000:1994 c cu trc: ISO 9001: Cc tiu chun trong thit k, sn xut, kinh doanh, dch v. ISO 9002: Cc tiu chun trong sn xut, kinh doanh, dch v. ISO 9003: Cc tiu chun trong kinh doanh, dch v. ISO 9004: Cc tiu chun trong dch v. Hin tt c cc nc chuyn sang ISO 9001 nhng Vit nam vn tn ti ISO 9001, 9002. B tiu chun ISO 9000:2000 gm cc tiu chun nh sau: ISO 9000: H thng qun l cht lng C s v t vng. ISO 9001: H thng qun l cht lng Cc yu cu. ISO 9004: H thng qun l cht lng Hng dn ci tin hiu qu. ISO 19011: Hng dn nh gi h thng qun l cht lng/ mi trng. Trong b tiu chun ISO 9000:2000, ch c tiu chun ISO 9001 l m hnh c dng chng minh nng lc qun l cht lng i vi khch hng bn ngoi trong iu kin c hp ng m cc t chc c th xy dng v xin chng nhn. Mt s im ni tri ca h thng mi so vi h thng c: + Cc tiu chun mi ch trng hn vo vic tng cng hiu qu ca h thng qun l nhm p ng v vt mong i ca khch hng bng vic khng ngng ci tin nng cao cht lng thay v ch ch trng vo vic m bo cht lng nh trc y. + Cc tiu chun mi coi trng vic ci tin lin tc, y l yu cu mang tnh thc t v mi trng kinh doanh lun thay i v s cnh tranh ngy cng gay 33

gt. Do nu doanh nghip khng ci tin lin tc th s khng c ch ng trn th trng. + Do nu doanh nghip khng ci tin lin tc th s khng c ch ng trn th trng. Cu trc ca b tiu chun ISO 9000: 2000
ISO 9000:2000 H THNG QUN L CHT LNG C S V T VNG

ISO 9004: 2000 H THNG QUN L CHT LNG HNG DN CI TIN HIU QU

ISO 9001: 2000 H THNG QUN L CHT LNG CC YU CU

ISO 19011:2002 HNG DN NH GI H THNG QUN L CHT LNG V MI TRNG

Hnh 5.2: Cu trc ca b tiu chun ISO 9000:2000 + cao s tho mn ca khch hng v ngy nay khch hng l ngi quyt nh v c quyn la chn rng ri hn, c quyn i hi cao hn. V vy s tho mn khch hng phi l mt tiu ch quan trngj trong doanh nghip. + Tip tc cao vai tr ca lnh o, c bit thng qua cc yu cu v ci tin trn mi lnh vc. 2.4. Nguyn tc c bn ca ISO 9000 - nh hng vo khch hng: cht lng l s tho mn khch hng, chnh v vy m qun l cht lng phi p ng c mc tiu l khng ngng tm hiu cc nhu cu ca khch hng v xy dng tt cc ngun lc p ng cc yu cu . - Vai tr ca lnh o trong doanh nghip: Gi mt v tr quan trng trong s pht trin v lnh o l ngi thng nht cc mc ch, to ra sc mnh tng hp v l ngi c kh nng nh hng tt trong cc hot ng. - S tham gia ca mi ngi: Con ngi l yu t quan trng nht cho s pht trin, nn vic huy ng con ngi mt cch y kin thc v kinh nghim thc hin tt cc cng vic, to iu kin cho s pht trin ca doanh nghip. - Phng php qu trnh: L phi thc hin phng php qun l cht lng theo qu trnh m bo s thng sut trong cc hot ng. 34

Mc ch ca b tiu chun quc t ISO 9000 l khuyn khch vic p dng cch tip cn theo qu trnh qun l mt t chc. Cch tip cn trn nhn mnh tm quan trng ca : + Vic hiu v p ng cc yu cu ca khch hng + Xem xt v gii quyt cc vn trong qu trnh thc hin to ra gi tr gia tng. + C c kt qu v tnh hiu lc v hiu qu ca mc tiu + Ci tin lin tc qu trnh trn c s o l ng i tng - Qun l theo h thng nhm to ra s thng nht, ng b gia hot ng tc nghip, nhm nng cao hn na hiu qu, hiu lc ca cc hot ng trong cng ty. - Ci tin lin tc phi tr thnh mc tiu ca doanh nghip, iu ny cng tr nn qua trng hn trong s bin ng ca mi trng kinh doanh. - Quyt nh phi da trn thc t: Cc quyt nh v hnh ng c hiu lc da trn s phn tch d liu v thng tin. - Quan h cng c li vi bn cung cp: Thit lp mi quan h cng c li vi bn cung ng v s nng cao kh nng to ra gi tr ca c hai bn. 2.5. Tiu chun ISO 9001: 2008 - H thng qun l cht lng - Cc yu cu 2.5.1. Phm vi p dng Tiu chun ny quy nh cc yu cu i vi h thng qun l cht lng khi mt t chc cn chng t kh nng cung cp mt cch n nh sn phm p ng cc yu cu ca khch hng cng nh cc yu cu ca lut nh v ch nh thch hp; v mun nng cao s tho mn ca khch hng thng qua vic p dng c hiu lc h thng, bao gm c cc qu trnh ci tin lin tc h thng v m bo s ph hp vi cc yu cu ca khch hng, yu cu lut nh v ch nh c p dng. Cc yu cu trong tiu chun ny mang tnh tng qut v nhm p dng cho mi t chc khng phn bit loi hnh, quy m v sn phm cung cp. Khi c bt k yu cu no ca tiu chun ny khng th p dng c do bn cht ca t chc v c th ca sn phm, c th xem xt yu cu ny nh mt ngoi l. Khi c ngoi l, vic cng b ph hp vi tiu chun ny khng c chp nhn tr phi cc ngoi l ny c gii hn trong phm vi cc yu cu ca iu 7, v cc ngoi l ny khng nh hng n kh nng hay trch nhim ca t chc trong vic cung cp sn phm p ng cc yu cu ca khch hng, cc yu cu lut nh v ch nh thch hp. 2.5.2. Ti liu vin dn Ti liu vin dn di y rt cn thit cho vic p dng tiu chun ny. i vi cc ti liu ghi nm cng b th p dng bn c nu. i vi cc ti liu khng ghi nm cng b th p dng bn mi nht, bao gm c cc sa i. TCVN ISO 9000 : 2007, H thng qun l cht lng - C s v t vng. 2.5.3. Thut ng v nh ngha Tiu chun ny s dng cc thut ng v nh ngha trong TCVN ISO 9000 . Trong tiu chun ny, thut ng "sn phm" cng c ngha "dch v". 35

2.5.4 H thng qun l cht lng a. Yu cu chung T chc phi xy dng, lp vn bn, thc hin, duy tr h thng qun l cht lng v ci tin lin tc hiu lc ca h thng theo cc yu cu ca tiu chun ny. T chc phi: - Xc nh cc qu trnh cn thit trong h thng qun l cht lng v p dng chng trong ton b t chc. - Xc nh trnh t v mi tng tc ca cc qu trnh ny; - Xc nh cc chun mc v phng php cn thit m bo vn hnh v kim sot cc qu trnh ny c hiu lc; - m bo sn c cc ngun lc v thng tin cn thit h tr vic vn hnh v theo di cc qu trnh ny; - Theo di, o lng khi thch hp v phn tch cc qu trnh ny, v thc hin cc hnh ng cn thit t c kt qu d nh v ci tin lin tc cc qu trnh ny; - T chc phi qun l cc qu trnh theo cc yu cu ca tiu chun ny. Khi t chc chn ngun bn ngoi cho bt k qu trnh no nh hng n s ph hp ca sn phm vi cc yu cu, t chc phi m bo kim sot c nh ng qu trnh . Cch thc v mc kim sot cn p dng cho nhng qu trnh s dng ngun bn ngoi ny phi c xc nh trong h thng qun l cht lng. b. Yu cu v h thng ti liu Cc ti liu ca h thng qun l cht lng phi bao gm: - Cc vn bn cng b v chnh sch cht lng v mc tiu cht lng, - S tay cht lng, - Cc th tc dng vn bn v h s theo yu cu ca tiu chun ny, - Cc ti liu, bao gm c h s, c t chc xc nh l cn thit m bo hoch nh, vn hnh v kim sot c hiu lc cc qu trnh ca t chc. T chc phi thit lp v duy tr s tay cht lng trong bao gm: - Phm vi ca h thng qun l cht lng, bao gm c cc ni dung chi tit v l gii v bt c ngoi l no - Cc th tc dng vn bn c thit lp cho h thng qun l cht lng hoc vin dn n chng. M t s tng tc gia cc qu trnh trong h thng qun l cht lng. Phi kim sot h s c thit lp cung cp bng chng v s ph hp vi cc yu cu v vic vn hnh c hiu lc ca h thng qun l cht lng. T chc phi lp mt th tc bng vn bn xc nh cch thc kim sot cn thit i vi vic nhn bit, bo qun, bo v, s dng, thi gian lu gi v hu b h s. H s phi lun r rng, d nhn bit v d s dng

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Cc ti liu theo yu cu ca h thng qun l cht lng phi c kim sot. H s cht lng l mt loi ti liu c bit v phi c kim sot theo cc yu cu nu trong phn kim sot h s trn. T chc phi lp mt th tc dng vn bn xc nh vic kim sot cn thit nhm: - Ph duyt ti liu v s tha ng trc khi ban hnh, - Xem xt, cp nht khi cn v ph duyt li ti liu, - m bo nhn bit c cc thay i v tnh trng sa i hin hnh ca ti liu, - m bo cc phin bn ca cc ti liu thch hp sn c ni s dng, - m bo ti liu lun r rng v d nhn bit, - m bo cc ti liu c ngun gc bn ngoi m t chc xc nh l cn thit cho vic hoch nh v vn hnh h thng qun l cht lng c nhn bit v vic phn phi chng c kim sot, - Ngn nga vic v tnh s dng cc ti liu li thi v p dng cc du hiu nhn bit thch hp nu chng c gi li v bt k mc ch no. 2.5.5. Trch nhim ca lnh o a. Cam kt ca lnh o Lnh o cao nht phi cung cp bng chng v s cam kt ca mnh i vi vic xy dng v thc hin h thng qun l cht lng v ci tin lin tc hiu lc ca h thng bng cch: - Truyn t cho t chc v tm quan trng ca vic p ng cc yu cu ca khch hng cng nh cc yu cu ca lut nh v ch nh, - Thit lp chnh sch cht lng, m bo vic thit lp cc mc tiu cht lng. - Tin hnh vic xem xt ca lnh o, v m bo sn c cc ngun lc. - Lnh o cao nht phi m bo rng cc yu cu ca khch hng c xc nh v p ng nhm nng cao s tho mn khch hng. b. Chnh sch cht lng Lnh o cao nht phi m bo rng chnh sch cht lng ph hp vi mc ch ca t chc,bao gm vic cam kt p ng cc yu cu v ci tin li n tc hiu lc ca h thng qun l cht lng, cung cp c s cho vic thit lp v xem xt cc mc tiu cht lng, c truyn t v thu hiu trong t chc, v c xem xt lun thch hp. c. Hoch nh Lnh o cao nht phi m bo rng cc mc tiu cht lng, bao gm c nhng iu cn thit p ng cc yu cu ca sn phm, c thit lp ti cc cp v b phn chc nng lin quan trong t chc. Mc tiu cht lng phi o c v nht qun vi chnh sch cht lng.

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Lnh o cao nht phi m bo tin hnh hoch nh h thng qun l cht lng p ng cc yu cu cng nh cc mc tiu cht lng, v tnh nht qun ca h thng qun l cht lng c duy tr khi cc thay i i vi h thng qun l cht lng c hoch nh v thc hin. d. Trch nhim, quyn hn v trao i thng tin Lnh o cao nht phi m bo cc trch nhim v quyn hn c xc nh v thng bo trong t chc. Lnh o cao nht phi ch nh mt thnh vin trong ban lnh o ca t chc, ngoi cc trch nhim khc, phi c trch nhim v quyn hn sau: m bo cc qu trnh cn thit ca h thng qun l cht lng c thit lp, thc hin v duy tr; bo co cho lnh o cao nht v kt qu hot ng ca h thng qun l cht lng v v mi nhu cu ci tin, v m bo thc y ton b t chc nhn thc c cc yu cu ca khch hng. Lnh o cao nht phi m bo thit lp cc qu trnh trao i thng tin thch hp trong t chc v c s trao i thng tin v hiu lc ca h thng qun l cht lng. e. Xem xt ca lnh o Lnh o cao nht phi nh k xem xt h thng qun l cht lng, m bo n lun thch hp, tha ng v c hiu lc. Vic xem xt ny phi nh gi c c hi ci tin v nhu cu thay i i vi h thng qun l cht lng, k c chnh sch cht lng v cc mc tiu cht lng. H s xem xt ca lnh o phi c duy tr. u vo ca vic xem xt ca lnh o phi bao gm thng tin v: Kt qu ca cc cuc nh gi, phn hi ca khch hng, vic thc hin cc qu trnh v s ph hp ca sn phm, tnh trng ca cc hnh ng khc phc v phng nga, cc hnh ng tip theo t cc cuc xem xt ca lnh o ln trc, nhng thay i c th nh hng n h thng qun l cht lng, v cc khuyn ngh v ci tin. u ra ca vic xem xt ca lnh o phi bao gm mi quyt nh v hnh ng lin quan n vic ci tin hiu lc ca h thng qun l cht lng v ci tin cc qu trnh ca h thng, vic ci tin sn phm lin quan n cc yu cu ca khch hng, v nhu cu v ngun lc. 2.5.6. Qun l ngun lc a. Cung cp ngun lc T chc phi xc nh v cung cp cc ngun lc cn thit thc hin v duy tr h thng qun l cht lng, ci tin lin tc hiu lc ca h thng , v nng cao s tho mn khch hng bng cch p ng cc yu cu ca khch hng. b. Ngun nhn lc Nhng ngi thc hin cc cng vic nh hng n s ph hp vi cc yu cu ca sn phm phi c nng lc trn c s c gio dc, o to, c k nng v kinh nghim thch hp. T chc phi: - Xc nh nng lc cn thit ca nhng ngi thc hin cc cng vic nh hng n s ph hp vi cc yu cu ca sn phm, 38

- Tin hnh o to hay nhng hnh ng khc t c nng lc cn thit, khi thch hp, - nh gi hiu lc ca cc hnh ng c thc hin, - m bo rng nhn s ca t chc nhn thc c mi lin quan v tm quan trng ca cc hot ng ca h v h ng gp nh th no i vi vic t c mc tiu cht lng, - Duy tr h s thch hp v gio dc, o to, k nng v kinh nghim c. C s h tng v mi trng lm vic T chc phi xc nh, cung cp v duy tr c s h tng cn thit t c s ph hp vi cc yu cu ca sn phm. C s h tng bao gm v d nh: Nh ca, khng gian lm vic v cc phng tin km theo,trang thit b qu trnh (c phn cng v phn mm), v dch v h tr (nh vn chuyn hoc trao i thng tin hay h thng thng tin). T chc phi xc nh v qun l mi trng lm vic cn thit t c s ph hp i vi cc yu cu ca sn phm. 2.5.7. To sn phm a. Hoch nh vic to sn phm T chc phi lp k hoch v trin khai cc qu trnh cn thit i vi vic to sn phm. Hoch nh vic to sn phm phi nht qun vi cc yu cu ca cc qu trnh khc ca h thng qun l cht lng. Trong qu trnh hoch nh vic to sn phm, khi thch hp, t chc phi xc nh nhng iu sau y: - Cc mc tiu cht lng v cc yu cu i vi sn phm; - Nhu cu thit lp cc qu trnh v ti liu cng nh vic cung cp cc ngun lc c th i vi sn phm; - Cc hot ng kim tra xc nhn, xc nhn gi tr s dng, cc hot ng theo di, o lng, kim tra v th nghim c th cn thit i vi sn phm v cc tiu ch chp nhn sn phm; - Cc h s cn thit cung cp bng chng rng cc qu trnh thc hin v sn phm to thnh p ng cc yu cu. u ra ca vic hoch nh phi c th hin ph hp vi phng php tc nghip ca t chc. b. Cc qu trnh lin quan n khch hng T chc phi xc nh: - Yu cu do khch hng a ra, gm c yu cu v cc hot ng giao hng v sau giao hng; - Yu cu khng c khch hng cng b nhng cn thit cho vic s dng quy nh hoc s dng d kin, khi bit; - Yu cu lut nh v ch nh p dng cho sn phm, v mi yu cu b sun g c t chc cho l cn thit. T chc phi xem xt cc yu cu lin quan n sn phm. Vic xem xt ny phi c tin hnh trc khi t chc cam kt cung cp sn phm cho khch hng (v 39

d nh np n d thu, chp nhn hp ng hay n t hng, chp nhn s thay i trong hp ng hay n t hng) v phi m bo rng yu cu v sn phm c nh r; cc yu cu trong hp ng hoc n t hng khc vi nhng g nu trc phi c gii quyt; v t chc c kh nng p ng cc yu cu nh. T chc phi duy tr h s cc kt qu ca vic xem xt v cc hnh ng ny sinh t vic xem xt. Khi khch hng a ra cc yu cu khng bng vn bn, cc yu cu ca khch hng phi c t chc khng nh trc khi chp nhn. Khi yu cu v sn phm thay i, t chc phi m bo rng cc ti liu lin quan c sa i v cc c nhn lin quan nhn thc c cc yu cu thay i . T chc phi xc nh v sp xp c hiu qu vic trao i thng tin vi khch hng c lin quan ti thng tin v sn phm; x l cc yu cu, hp ng hoc n t hng, k c cc sa i, v phn hi ca khch hng, k c cc khiu ni. c. Thit k v pht trin T chc phi lp k hoch v kim sot vic thit k v pht trin sn phm. Trong qu trnh hoch nh thit k v pht trin t chc phi xc nh - Cc giai on ca thit k v pht trin; - Vic xem xt, kim tra xc nhn v xc nhn gi tr s dng thch hp cho mi giai on thit k v pht trin; - Trch nhim v quyn hn i vi cc hot ng thit k v pht trin. T chc phi qun l s tng giao gia cc nhm khc nhau tham d vo vic thit k v pht trin nhm m bo s trao i thng tin c hiu qu v phn cng trch nhim r rng. Kt qu hoch nh phi c cp nht mt cch thch hp trong qu trnh thit k v pht trin. u vo lin quan n cc yu cu i vi sn phm phi c xc nh v duy tr h s. u vo phi bao gm - Yu cu v chc nng v cng dng, - Yu cu lut nh v ch nh thch hp, khi thch hp thng tin nhn c t cc thit k tng t trc , - Cc yu cu thit yu khc cho thit k v pht trin. u vo ny phi c xem xt v s tha ng. Cc yu cu phi y , r rng v khng mu thun vi nhau. u ra ca thit k v pht trin phi dng thch hp kim tra xc nhn theo u vo ca thit k v pht trin v phi c ph duyt trc khi ban hnh. u ra ca thit k v pht trin phi - p ng cc yu cu u vo ca thit k v pht trin, - Cung cp cc thng tin thch hp cho vic mua hng, sn xut v cung cp dch v, bao gm hoc vin dn ti cc chun mc chp nhn ca sn phm, - Xc nh cc c tnh ct yu cho an ton v s dng ng ca sn phm. Ti nhng giai on thch hp, vic xem xt thit k v pht trin mt cch c h thng phi c thc hin theo hoch nh nh gi kh nng p ng cc yu cu ca cc kt qu thit k v pht trin, v nhn bit mi vn trc trc v xut 40

cc hnh ng cn thit. Nhng ngi tham gia vo vic xem xt phi bao gm i din ca tt c cc b phnchc nng lin quan ti (cc) giai on thit k v pht trin ang c xem xt. Phi duy tr h s v cc kt qu xem xt v mi hnh ng cn thit. Vic kim tra xc nhn phi c thc hin theo cc b tr hoch nh m bo rng u ra thit k v pht trin p ng cc yu cu u vo ca thit k v pht trin. Phi duy tr h s cc kt qu kim tra xc nhn v mi hnh ng cn thit. Xc nhn gi tr s dng ca thit k v pht trin phi c tin hnh theo cc b tr hoch nh m bo rng sn phm to ra c kh nng p ng cc yu cu s dng d kin hay cc ng dng quy nh khi bit. Khi c th, phi tin hnh xc nhn gi tr s dng trc khi chuyn giao hay s dng sn phm. Phi duy tr h s cc kt qu ca vic xc nhn gi tr s dng v mi hnh ng cn thit. Cc thay i ca thit k v pht trin phi c nhn bit v duy tr h s. Nhng thay i ny phi c xem xt, kim tra xc nhn v xc nhn gi tr s dng mt cch thch hp v c ph duyt trc khi thc hin. Vic xem xt cc thay i thit k v pht trin phi bao gm vic nh gi tc ng ca s thay i ln cc b phn cu thnh v sn phm c chuyn giao. Phi duy tr h s cc kt qu ca vic xem xt cc thay i v hnh ng cn thit. d. Mua hng T chc phi m bo sn phm mua vo ph hp vi cc yu cu mua sn phm quy nh. Cch thc v mc kim sot p dng cho ngi cung ng v sn phm mua vo ph thuc vo s tc ng ca sn phm mua vo i vi vic to ra sn phm tip theo hay thnh phm. T chc phi nh gi v la chn ngi cung ng da trn kh nng cung cp sn phm ph hp vi cc yu cu ca t chc. Phi xc nh cc tiu ch la chn, nh gi v nh gi li. Phi duy tr h s cc kt qu ca vic nh gi v mi hnh ng cn thit ny sinh t vic nh gi. Thng tin mua hng phi miu t sn phm c mua, nu thch hp c th bao gm yu cu v ph duyt sn phm, cc th tc, qu trnh v thit b, yu cu v trnh con ngi, v yu cu v h thng qun l cht lng. T chc phi m bo s tha ng ca cc yu cu mua hng quy nh trc khi thng bo cho ngi cung ng. 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 ngi cung ng, t chc phi cng b vic sp xp kim tra xc nhn d kin v phng php thng qua sn phm trong thng tin mua hng. e. Sn xut v cung cp dch v T chc phi lp k hoch, tin hnh sn xut v cung cp dch v trong iu kin c kim sot. Khi c th, cc iu kin c kim sot phi bao gm: - S sn c thng tin m t cc c tnh ca sn phm, - S sn c cc hng dn cng vic khi cn, 41

- Vic s dng cc thit b thch hp, - S sn c v vic s dng cc thit b theo di v o lng, - Thc hin vic theo di v o lng, - Thc hin cc hot ng thng qua sn phm, gi ao hng v sau giao hng. T chc phi xc nhn gi tr s dng ca mi qu trnh sn xut v cung cp dch v c kt qu u ra khng th kim tra xc nhn bng cch theo di hoc o lng sau v v vy nhng sai st ch c th tr nn r rng sau khi sn phm c s dng hoc dch v c chuyn giao. Vic xc nhn gi tr s dng phi chng t kh nng ca cc qu trnh t c kt qu hoch nh. i vi cc qu trnh ny, khi c th, t chc phi sp xp nhng iu sau: - Cc chun mc nh xem xt v ph duyt cc qu trnh, - Ph duyt thit b v trnh con ngi, - S dng cc phng php v th tc c th, - Cc yu cu v h s, - Ti xc nhn gi tr s dng. Khi thch hp, t chc phi nhn bit sn phm bng cc bin php thch hp trong sut qu trnh to sn phm. T chc phi nhn bit c trng thi ca sn phm tng ng vi cc yu cu theo di v o lng trong sut qu trnh to sn phm. T chc phi kim sot vic nhn bit duy nht sn phm v duy tr h s khi vic xc nh ngun gc l mt yu cu. T chc phi gi gn ti sn ca khch hng khi chng thuc s kim sot ca t chc hay c t chc s dng. T chc phi nhn bit, kim tra xc nhn, bo v ti sn do khch hng cung cp s dng hoc hp thnh sn phm. Khi c bt k ti sn no ca khch hng b mt mt, h hng hoc c pht hin khng ph hp cho vic s dng, t chc u phi thng bo cho khch hng v phi duy tr h s. T chc phi bo ton sn phm trong qu trnh x l ni b v giao hng n v tr d kin nhm duy tr s ph hp vi cc yu cu. Khi thch hp, vic bo ton phi bao gm nhn bit, xp d (di chuyn), bao gi, lu gi v bo qun. Vic bo ton cng phi p dng vi cc b phn cu thnh ca sn phm. f. Kim sot thit b theo di v o lng T chc phi xc nh vic theo di v o lng cn thc hin v cc thit b theo di, o lng cn thit cung cp bng chng v s ph hp ca sn phm vi cc yu cu xc nh. T chc phi thit lp cc qu trnh m bo rng vic theo di v o lng c th tin hnh v c tin hnh mt cch nht qun vi cc yu cu theo di v o lng. Khi cn m bo kt qu ng, thit b o lng phi - c hiu chun hoc kim tra xc nhn, hoc c hai, nh k hoc trc khi s dng, da trncc chun o lng c lin kt vi chun o lng quc gia hay quc t; khi khng c cc chun ny th cn c c s dng hiu chun hoc kim tra xc nhn phi c lu h s; 42

- c hiu chnh hoc hiu chnh li, khi cn; - C du hiu nhn bit xc nh tnh trng hiu chun; - c gi gn trnh b hiu chnh lm mt tnh ng n ca cc kt qu o; - c bo v trnh h hng hoc suy gim cht lng trong khi di chuyn, bo dng v lu gi. Ngoi ra, t chc phi nh gi v ghi nhn gi tr hiu lc ca cc kt qu o lng trc khi thit b c pht hin khng ph hp vi yu cu. T chc phi tin hnh hnh ng thch hp i vi thit b v bt k sn phm no b nh hng. Phi duy tr h s v kt qu hiu chun v kim tra xc nhn. Khi s dng phn mm my tnh theo di v o lng cc yu cu quy nh, phi khng nh kh nng tho mn vic ng dng d kin. Vic ny phi c tin hnh trc ln s dng u tin v c xc nhn li khi cn. 2.5.8. o lng, phn tch v ci tin a. Khi qut T chc phi hoch nh v trin khai cc qu trnh theo di, o lng, phn tch v ci tin cn thit chng t s ph hp vi cc yu cu ca sn phm, m bo s ph hp ca h thng qun l cht lng, v ci tin lin tc hiu lc ca h thng qun l cht lng. iu ny phi bao gm vic xc nh cc phng php c th p dng, k c cc k thut thng k, v mc s dng chng. b. Theo di v o lng T chc phi theo di cc thng tin lin quan n s chp nhn ca khch hng v vic t chc c p ng yu cu ca khch hng hay khng, coi nh mt trong nhng thc o mc thc hin ca h thng qun l cht lng. Phi xc nh cc phng php thu thp v s dng cc thng tin ny. T chc phi tin hnh nh gi ni b nh k theo k hoch xc nh h thng qun l cht lng c ph hp vi cc b tr sp xp c hoch nh i vi cc yu cu ca tiu chun ny v vi cc yu cu ca h thng qun l cht lng c t chc thit lp, v c c thc hin v duy tr mt cch hiu lc. T chc phi hoch nh chng trnh nh gi, c ch n tnh trng v tm quan trng ca cc qu trnh v cc khu vc c nh gi, cng nh kt qu ca cc cuc nh gi trc.Chun mc, phm vi, tn sut v phng php nh gi phi c xc nh. Vic la chn cc chuyn gia nh gi v tin hnh nh gi phi m bo c tnh khch quan v cng bng ca qu trnh nh gi. Cc chuyn gia nh gi khng c nh gi cng vic ca mnh. Phi thit lp mt th tc dng vn bn xc nh trch nhim v yu cu i vi vic hoch nh v tin hnh nh gi, lp h s v bo co kt qu. Phi duy tr h s nh gi v cc kt qu nh gi. Lnh o chu trch nhim v khu vc c nh gi phi m bo tin hnh khng chm tr mi s khc phc cng nh cc hnh ng khc phc cn thit loi b s khng ph hp c pht hin v nguyn nhn ca chng. Cc hot ng tip theo phi bao gm vic kim tra xc nhn cc hnh ng c tin hnh v bo co kt qu kim tra xc nhn.. T chc phi p dng cc phng php thch hp cho vic theo di v, khi c th, o lng cc qu trnh ca h thng qun l cht lng. Cc phng php ny 43

phi chng t kh nng ca cc qu trnh t c cc kt qu ho ch nh. Khi khng t c cc kt qu theo hoch nh, phi tin hnh vic khc phc v hnh ng khc phc thch hp. T chc phi theo di v o lng cc c tnh ca sn phm kim tra xc nhn rng cc yu cu v sn phm c p ng. Vic ny phi c tin hnh nhng giai on thch hp ca qu trnh to sn phm theo cc sp xp hoch nh. Phi duy tr bng chng v s ph hp vi tiu ch chp nhn. H s phi ch ra (nhng) ngi c quyn thng qua sn phm giao cho khch hng. Vic thng qua sn phm v chuyn giao dch v cho khch hng ch c tin hnh sau khi hon thnh tho ng cc hot ng theo hoch nh (xem 7.1), nu khng th phi c s ph duyt ca ngi c thm quyn v, nu c th, ca khch hng. c. Kim sot sn phm khng ph hp T chc phi m bo rng sn phm khng ph hp vi cc yu cu c nhn bit v kim sot phng nga vic s dng hoc chuyn giao ngoi d kin. Phi thit lp mt th tc dng vn bn xc nh vic kim sot v trch nhim, quyn hn c lin quan i vi vic x l sn phm khng ph hp. Khi thch hp, t chc phi x l sn phm khng ph hp bng mt hoc mt s cch sau: - Tin hnh loi b s khng ph hp c pht hin; - Cho php s dng, thng qua hoc chp nhn c nhn nhng bi ngi c thm quyn v, khi c th, bi khch hng; - Tin hnh loi b khi vic s dng hoc p dng d kin ban u. - Tin hnh hnh ng thch hp vi nhng tc ng hoc hu qu tim n ca s khng ph hp nu sn phm khng ph hp c pht hin sau khi chuyn giao hoc bt u s dng. - Khi sn phm khng ph hp c khc phc, chng phi c kim tra xc nhn li chng t s ph hp vi cc yu cu. Phi duy tr h s v bn cht ca s khng ph hp v bt k hnh ng tip theo no c tin hnh, k c cc nhn nhng c c. d. Phn tch d liu T chc phi xc nh, thu thp v phn tch cc d liu thch hp chng t s ph hp v tnh hiu lc ca h thng qun l cht lng v nh gi xem vic ci tin lin tc hiu lc ca h thng qun l cht lng c th tin hnh u. iu ny bao gm c cc d liu c to ra do kt qu ca vic theo di, o lng v t cc ngun thchhp khc. Vic phn tch d liu phi cung cp thng tin v: - S tho mn khch hng; - S ph hp vi cc yu cu v sn phm; - c tnh v xu hng ca cc qu trnh v sn phm, k c cc c hi cho hnh ng phng nga; - Ngi cung ng. 44

e. Ci tin T chc phi ci tin lin tc hiu lc ca h thng qun l cht lng thng qua vic s dng chnh sch cht lng, mc tiu cht lng, kt qu nh gi, phn tch d liu, hnh ng khc phc, phng nga v s xem xt ca lnh o. T chc phi thc hin hnh ng nhm loi b nhng nguyn nhn ca s khng ph hp ngn nga vic ti din. Hnh ng khc phc phi tng ng vi tc ng ca s khng ph hp gp phi. Phi lp mt th tc dng vn bn xc nh cc yu cu i vi - Vic xem xt s khng ph hp (k c cc khiu ni ca khch hng), - Vic xc nh nguyn nhn ca s khng ph hp, - Vic nh gi nhu cu thc hin cc hnh ng m bo rng s khng ph hp khng ti din, - Vic xc nh v thc hin cc hnh ng cn thit, - Vic lu h s cc kt qu ca hnh ng c thc hin (xem 4.2.4), v - Vic xem xt hiu lc ca cc hnh ng khc phc thc hin. T chc phi xc nh hnh ng nhm loi b nguyn nhn ca s khng ph hp tim n ngn chn s xut hin ca chng. Cc hnh ng phng nga c tin hnh phi tng ng vi tc ng ca cc vn tim n. Phi lp mt th tc dng vn bn xc nh cc yu cu i vi - Vic xc nh s khng ph hp tim n v cc nguyn nhn ca chng, - Vc nh gi nhu cu thc hin cc hnh ng phng nga vic xut hin s khng phhp, - Vic xc nh v thc hin cc hnh ng cn thit, - H s cc kt qu ca hnh ng c thc hin, - Vic xem xt hiu lc ca cc hnh ng phng nga thc hin. 2.6. Cc bc p dng ISO 9000 trong doanh nghip Qu trnh xy dng v p dng h thng qun l cht lng theo ISO 9001: 2008 cng tng t nh vic xy dng mt d n. y l mt qu trnh phc tp, i hi s quyt tm v n lc ca ton th cc thnh vin trong t chc m trc ht l s quan tm v cam kt ca lnh o. Qu trnh ny c th phn chia thnh 3 giai on: Giai on 1: Chun b Phn tch tnh hnh v hoch nh + Cam kt ca lnh o + Thnh lp ban ch o, nhm cng tc v ch nh ngi i din lnh o. + Chn t chc t vn (nu cn) + o to v nhn thc v cch thc xy dng vn bn theo ISO 9001. + Kho st h thng hin c v lp k hoch thc hin. Giai on 2: Xy dng v thc hin qun l cht lng. 45

+ Vit cc ti liu ca h thng qun l cht lng. + Thc hin h thng qun l cht lng. + nh gi cht lng ni b. + Ci tin h thng vn bn hoc ci tin cc hot ng. Giai on 3: Chng nhn. + nh gi trc chng nhn + Hnh ng khc phc + Chng nhn + Gim st sau chng nhn v nh gi li + Duy tr, ci tin, i mi h thng qun l cht lng. 3. 3.1. H thng qun l cht lng ton din ( TQM) Khi nim qun l cht lng ton din. Tu theo cch tip cn khc nhau, c nhiu nh ngha khc nhau v TQM: Cch th nht: m t nguyn tc chung cho mi chin lc, k hoch v hot ng xoay quanh n. Nguyn tc l tt c v khch hng nh nh ngha ca Gio s Nht bn Histoshi Kume: Qun l cht lng ton din TQM l mt dng php l qun l a n thnh cng, to thun li cho tng trng bn vng ca mt t chc thng qua vic huy ng ht tm tr ca tt c cc thnh vin nhm to ra cht lng mt cch kinh t theo yu cu ca khch hng. Cch th hai: M t nhng mc tiu m t chc thc hin TQM phn u vn ti, kt qu cc hot ng ca t chc. Kt qu nm trong 4 phm tr sau: S gn b ca khch hng vi sn phm hoc dch v ca t chc Chi ph v thi gian gii quyt vn p ng cc nhu cu

- Khng kh lm vic to iu kin thun li cho tinh thn hp tc, gip nhn vin hi lng hn v thy c ngha hn trong cng vic ca mnh. C phng php ci tin lin tc sao cho nhn vin c th hiu c Cch th ba: cp n cc cng c k thut v cc nhn t khc to nn cc thnh qu, ni cch khc l cp n cc b phn ca chng trnh TQM. Theo cch tip cn ny, c th tham kho mt s nh ngha v TQM nh sau: Armand Feigenbaum Mt Tin s ngi M: Qun l tng hp cht lng l mt h thng c hiu qu, thng nht hot ng ca nhng b phn khc nhau ca mt t chc, chu trch nhim trin khai cc tham s cht lng, duy tr mc cht lng t c v nng cao n m bo sn xut v s dng sn phm mc kinh t nht, tho mn hon ton cc yu cu ca ngi tiu dng. Theo TCVN 5814 1994 TQM qun l cht lng ng b l cch qun l mt t chc tp trung vo cht lng, da vo s tham gia ca tt c cc thnh vin ca n nhm t c s thnh cng lu di nh vic tho mn khch hng v em li ch cho cc thnh vin ca t chc v cho x hi. 46

Nh vy, TQM l hot ng mang tnh khoa hc, h thng, c thc hin trong ton b t chc, i hi s tham gia ca tt c cc thnh vin, cc b phn t thit k , sn xut n tiu dngN da vo s pht trin, phn tch, truy tm ngun gc ca nhng nguyn nhn gy ra sai st trong ton b qu trnh hot ng ca t chc, ri t ra cc gii php nhm m bo, ci tin cht lng. 3.2. c im ca TQM TQM c nhng c im ch yu sau: + Cht lng l s 1, iu c th hin trc ht trong quy nh thit k cc sn phm theo yu cu ca khch hng, + TQM ly phng chm lm ng ngay t u v phng nga l chnh gim thiu t l ph phm v nhng chi ph sa cha, lm li. + nh hng vo ngi tiu dng, c bit l ngi tiu dng ni b sau l ngi tiu dng ngoi doanh nghip. c th nh hng vo ngi tiu dng ngoi doanh nghip, cn y mnh cc hot ng nghin cu v pht trin, v thit k cc sn phm mi nhm thch ng linh hot vi nhng thay i nhanh chng th hiu ca ngi tiu dng. + Yu cu m bo thng tin v kim sot qu trnh bng cng c thng k. kim sot cc qu trnh xy ra trong doanh nghip, ngi ta p dng 7 cng c SPC l: 1. S lu trnh 2. S nhn qu 3. Biu Pareto 4. Phiu kim tra cht lng 5. Biu phn b mt 6. Biu kim sot 7. Biu phn tn + TQM ly con ngi lm trung tm - nhn t c bn c ngha quyt nh trong qun l cht lng. + Trong TQM mi ngi u tham gia vo qu trnh, t gim c cho n cc nhn vin trong doanh nghip. y l xu hng bin dn t qun l cht ln g n t mnh phi qun l. + TQM lm thay i phong cch lnh o to cho mi ngi tnh nguyn tham gia vo cng vic thay v p buc. + TQM tp trung vo qun l qu trnh, qun l h thng nhm pht hin nguyn nhn v gii quyt. + TQM tp trung vo qun l cng nhn cho, xy dng cc nhm t qun v cht lng, tn trng con s, s kin.

47

+ TQM tm hiu nh cung ng v xy dng mi quan h lu di, coi h nh mt cng s trong cng tc qun l cht lng v pht trin ca doanh nghip. Cc nguyn tc c bn ca qun l cht lng ton din. TQM phi tun th theo cc nguyn tc c bn sau: + Tho mn mi yu cu ca khch hng bao gm khch hng ni b v khch hng bn ngoi. Tho mn nhu cu ca khch hng l phi m bo thch ng v 3 mt: Gi (Price), hiu nng (Performance), thi im cung ng (Punctuality). + Lin tc ci tin cht lng bng cch p dng vng trn Deming gm 4 bc c bn: PDCA: P: Plan: Lp k hoch, thit k D: Do: Thc hin C: Check: Kim tra A: Action: Hot ng + S dng trit cc cng c thng k. + Hoch inh cht lng P: y l giai on u tin ca qun tr cht lng. Hoch nh cht lng chnh xc, y s gip nh hng tt cc hot ng tip theo. Hoch inh cht lng c coi l chc nng cn u tin hng u hin nay. + T chc thc hin (D): thc cht y l qu trnh iu khin cc hot ng tc nghip thng qua cc hot ng, nhng k thut, phng tin, phng php c th nhm m bo cht lng sn phm theo ng nhng yu cu, k hoch ra. + Kim tra C: Kim tra cht lng l hot ng theo di, thu thp v pht hin, nh gi nhng trc trc, khuyt tt ca qu trnh, ca sn phm v dch v c tin hnh trong mi khu xuyn xut i sng ca sn phm. + Hot ng iu chnh v ci tin (A): Hot ng iu chnh nhm lm cho cc hot ng ca h thng doanh nghip c kh nng thc hin c nhng tiu chun cht lng ra, ng thi cng l hot ng a cht lng sn phm thch ng vi tnh hnh mi nhm gim dn khong cch gia nhng mong mun ca khch hng v thc t cht lng t c, tho mn nhu cu ca khch hng mc cao hn. 3.4. Thc hin 5S trong doanh nghip Nu nh phng php qun l Ty u thin v kim sot thi gian v ch lm vic ca cng nhn mt cch c hc rt cht ch, ngi Nht li ch gii quyt vn tm l, ci thin iu kin lm vic. cng chnh l nhng tng ca 5S Phng php c cc t chc Nht bn ht sc a chung. y l mt phng php n gin nhng rt hiu qu huy ng con ngi, nng cao nng sut, cht lng v hiu qu. Phng php ny c th p dng i vi mi loi hnh t chc, bt k lnh vc no. 48

3.3.

5S tp trung vo vic gi gn sach s v ngn np ni lm vic, 5S xut pht t nhu cu m bo sc kho, tng s tin li, nng cao nng sut. Mc ch chnh ca 5S l xy dng thc ci tin (Kaizen) cho mi ngi ti ni lm vic; Xy dng tinh thn ng i ca mi ngi thng qua chng trnh 5 S; pht trin vai tr lnh o ca cn b lnh o v cn b qun l th ng qua cc hot ng thc t; Xy dng c s gii thiu cc k thut ci tin . Ni dung 5S bao gm: Seiri Sng lc.- Sng lc v loi b nhng th khng cn thit nhng ni lm vic. Bc 1: Quan st k ni lm vic ca mnh. Pht hin v loi b nhng th khng cn thit cho cng vic. Bc 2: Nu khng th quyt nh ngay mt th g c cn cn hay khng cn cho cng vic th phi nh du v ring ra mt ch. Bc 3: Sau mt thi gian, kim tra li xem c ai cn n ci khng, nu khng tc l ci khng cn cn cho cng vic na v hy loi b. Nu khng t loi b th xin bin php x l. Lu : Khi sng lc khng c qun nhng g trong ngn ko t. Vic hu nhng ci khng cn thit c th bng nhng cch sau y. + Bn ng nt + Giao cho cc n v khc nu h cn + Vt b - Khi hu nhng th thuc ti sn c quan, nn bo co cho ngi c thm quyn c bit. Nn thng bo cho nhng ni cung cp nhng ti liu tha . - Khi quan st xung quanh tm ra nhng th khng cn thit ni lm vic, hy tm mi ni, mi ngc ngch. Seiton Sp xp: L mi th ng ni, ng ch, tin li khi s dng. Cn thc hin cc bc sau: Bc 1: Chc chn nhng th g khng cn thit c loi b khi ni lm vic. Vic cn li l suy ngh xem ci g u l thun tin cho qui trnh lm vic ng thi phi m bo thm m v an ton. Bc 2: Trao i vi ng nghip v cch sp xp b tr trn quan im thun tin cho cng tc. Mt nguyn tc cn ch l ci g thng xuyn s dng phi t gn ngi s dng phi i li. Phc tho cch b tr v trao i vi ng nghip, sau thc hin. Bc 3: Lm sao cho cc ng nghip ca mnh u bit c l ci g ch no t h s dng m khng phi hi ai. Tt nht nn lp mt danh mc cc vt dng v ni lu gi. Hy ghi ch trn tng ngn ko, ngn t, cp ti liu mi ngi bit ci g v u. 49

Bc 4: p dng nguyn tc ny ch r ni t bnh cu ho v nhng ch dn cn thit khc. Lu : Mc ch ca Seiton Sp xp l lm cho ni lm vic c an ton, hiu qu khi lm vic. V vy nhng vt nh rm, mn che giu nhng vt dng pha sau l khng cn thit. Nu c c tiu chun qui nh mc ti thiu v ti a lu gi vt liu, ti liu cng tt. Seiso Sch s: L v sinh ni lm vic sch s, thng xuyn. Gm cc gi sau: - ng i n lc bn mi lm v sinh, hy qut dn v v sinh ni lm vic, my mc thit b, dng c, c mt cch thng xuyn. - Dnh 5 pht mi ngy lm v sinh, c trch nhim vi mi trng xung quanh ni lm vic. - Nhng ngi lm v sinh chuyn nghip ch c trch nhim v sinh ni cng cng. Mun lm vic trong mi trng sch s, an ton tt nht hy t to ra n. ng bao gi vt b rc v khc nh ba bi ra ni cng cng.

- V sinh, dn dp cng l mt hot ng kim tra, xem vic v sinh cng l iu quan trng i vi nh my v cng xng. Nu thy iu ny l ng th bt u t ngy hm nay. Lu : Ngoi 5 pht hng ngy cho Seiso, nn c thi gian lm seiso cho tng tun, thng, ci li cho seiso mang li s ln hn nhiu ln thi gian b ra. Seiketsu Sn sc: L gi v sinh ni lm vic lun mc cao khng lng ph cng sc b ra th khng nn dng li khi tin hnh 3S trn. Bao gm: Duy tr s sach s, ngn np ni lm vic, c lch v sinh chi tit, c th. - T chc cc cuc thi ua gia cc phng, ban, phn xng v li cun mi ngi cng tham gia 5S. Ch : Cn ch r tn ngi chu trch nhim v ni lm vic hoc my mc thit b, tc l phi c mt ngi ng u. - Thnh vin ca nhm hoc ca i 5S trong n v phi thc hin vic kim tra, nh gi thng xuyn. - Khng nn ch tm ch xu, yu km ph bnh, nn tm nhng im hay, tt khen thng, ng vin. Shitsuke Sn sng: Lm vic mt cch t gic, khng cn ai nhc nh, kim tra. Gm cc gi : Cn lm cho mi ngi t gic thc hin 4S nh mt thi quen. - Khng c cch no thc p thc hin 5S tt hn l thng xuyn thc hin n cho ti khi mi ngi cm thy yu 5S. - Cn to ra khng kh chung mi ngi thy khng th thiu 5S. Mun vy cn ch : 50

+ Coi ni lm vic nh l nh ca mnh. + Mi ngi nhn thc c c quan, cng ty l ni to ra thu nhp chnh cho bn thn v gia nh. + Nu thng xuyn mong mun lm cho nh sch s, ngn np th ti sao li khng c gng lm cho ni lm vic thoi mi, d chu nh nh. thc hin Shisuke trong doanh nghip th vai tr ca cn b rt quan trng, ngi ph trch phi l tm gng sng mi ngi noi theo. 4. Thc hnh Thc hin xy dng h thng qun l TQM.

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PHN 5: TIU CHUN HO V O LNG CHT LNG

1. 1.1. Tiu chun ho v vai tr ca tiu chun ho. Mc ch, ngha ca tiu chun ho

Tiu chun ho l mt hot ng nhm cung cp nhng gii php c s dng lp i lp li cho nhng hot ng khoa hc k thut v kinh t t c mc nn np ti u trong iu kin hin c. Trong cc hd thc t, khi phng php hot ng c hiu qu, chng s c ghi li, c th ho thnh mt tp hp cc nguyn l, quy nh v quy tc. Tiu chun c xy dng da trn nhng kt qu qua v s chn lc nhng ci tt nht trong thc tin nhm m bo duy tr c cc kt qu v hot ng ng nh nhng ln trc xy ra. S ra i ca tiu chun ho cng l mt tt yu nhm hp l ho cc hot ng do n quy nh v cc dy kch c sn phm, nh mc v nguyn vt liu, lao ng, quy nh, quy trnh, quy phm, thng s k thut, th tc thng nht. Tiu chun ho chnh l qu trnh xy dng, cng b v t chc trin khai thc hin h thng cc tiu chun ra. Nh vy, tiu chun ho nhm duy tr nguyn trng nhng c tnh, nhng ch tiu t c. Tiu chun ho khng ch m bo cho sn phm, dch v m cn c cc cng vic c duy tr thc hin theo ng tiu chun quy nh. Nh c tiu chun ho m hot ng qun l ca doanh nghip c th ti thiu ho c nhng sai lch khi tiu chun, m bo s lp li ca cc hot ng v kt qu thu c. - i tng ca tiu chun ho l: + My mc thit b, dng c, cc chi tit b phn ca my. + Cc phng tin k thut. + Nguyn nhin vt liu. + Cc nguyn tc, phng php, th tc v cc vn v t chc qun l. + Qu trnh hot ng + Thut ng, k hiu + n v o lng + Ti lii thit k, cng ngh Mc ch ca tiu chun ho: + Thc y tin b k thut, nng cao hiu qu sn xut kinh doanh v nng sut lao ng. + n nh, duy tr cht lng sn phm, dch v v cng vic + To c s cho hot ng nh gi, ci tin + S dng hp l, tit kim cc ngun lc trong sn xut kinh doanh. + m bo an ton lao ng, sc kho ca con ngi v tun th nhng quy nh ca x hi. + M rng pht trin hp tc trong kinh doanh, thng mi v khoa hc. 52

- ngha ca tiu chun ho: + Tiu chun ho em li li ch rt ln cho cc t chc, doanh nghip, cc nc v cc i tng c lin quan, duy tr s n nh ca cc hot ng, ng thi m bo thc hin vic lp li c kt qu tt nht trong chu k sn xut trc. + Tiu chun ho to ra s n nh v cht lng, y l c s cho duy tr th trng, m bo, nng cao uy tn ca doanh nghip, l c s cho tit kim chi ph trong sn xut kinh doanh., gip doanh nghip tng nng sut nh vo s vn d ng, pht huy nhng qui lut khoa hc v nhng nguyn tc trong qu trnh sn xut. + Tiu chun ho to ra s tin li v giao lu rng ri ca hng ho v dch v trn th trng. iu ny ngy cng tr nn hon thin hn khi c mt h thng tiu chun c dng chung trn ton th gii. + Tiu chun ho gp phn pht trin chuyn mn ho sn xut sn phm vi khi lng ln ng thi cng l c s cho hip tc ho v lin kt sn xut gia cc doanh nghip. + Tiu chun ho gp phn tit kim thi gian, gip cho qu trnh suy ngh hnh ng v thng tin lin lc nhanh hn, t rt ngn thi gian thit k, kim tra v tin hnh sn xut. 1.2. Chc nng ca tiu chun ho Tiu chun ho thc hin nhiu chc nng khc nhau, l: + Chc nng m bo cht lng: y l chc nng quan trng nht ca tiu chun ho. Nh c nhng hot ng ti u c lp li mt cch thng nht v n nh theo h thng tiu chun ra nh: vic tun th cc quy trnh, quy phm, cc phng php vn hnh my mc thit b, cc th tc m cc sn phm dch v c sn xut ra u p ng c cc yu cu ra. + Chc nng tit kim: Tiu chun ho c xy dng da trn cc thnh tu ca khoa hc k thut tin tin v nhng kinh nghim tt nht c c rt t thc t. Do nhng hot ng tha, lng ph v hot ng khng to ra gi tr gia tng trong qu trnh hot ng sn xut kinh doanh s b loi b. + Chc nng thng nht v lp ln: Tiu chun ho a mi hot ng vo n np theo ng nguyn l, yu cu chung thng nht. Do n gii quyt c tnh trng t do, hn n, tu tin trong hot ng sn xut kinh doanh v trong cc lnh vc khc. + Chc nng o to, gio dc: Nh c tiu chun ho v thng qua cc tiu chun m cn b qun l v ngi lao ng hiu bit thm v nhn thc y hn v cht lng sn phm hng ho dch v to ra, qua vic dng cc thut ng, dng c o lng cc nguyn tc v nguyn l hot ng chnh xc hn, ng thi tiu chun ho i hi ngi lao ng khng ngng nng cao trnh hiu bit ca mnh v h thng tiu chun hin hnh v kh nng ng dng chng. + Chc nng hnh chnh, php l: Trong doanh nghip, h thng tiu chun ho c vn bn ho, l c s, th ch bt buc mi ngi tun theo qun l v thc hin theo tiu chun l nguyn tc mang tnh quy nh hnh chnh. Do mi ngi 53

theo di, nh gi v ch thng, pht u phi da trn vic chp hnh v thc hin nhng tiu chun ban hnh. 1.3. Nhng yu cu trong tiu chun ho Mc d tiu chun ho c tc dng rt ln n nng cao hiu qu hot ng sn xut kinh doanh v l c s cho vic nh gi nhng tin b t c trong mic doanh nghip nhng hot ng tiu chun ho c hiu qu cn tun th nhng yu cu nht nh, l: H thng tiu chun phi c vn bn ho: Vn bn tiu chun l c s qun l v l cn c nh gi kt qu t c trong vic duy tr v ci tin cht lng. Tiu chun khng c vn bn ho s mt ht tnh hiu lc v tr nn v ngha. Cc tiu chun c xy dng v trin khai p dng trong mt giai on nht nh trong khi mi trng v nhng iu kin sn xut kinh doanh th thng xuyn thay i. m bo tnh ng b trong tiu chun ho: Tiu chun ho ch c hiu qu v pht huy tc dng tch cc nu n m bo tnh c lp. m bo o to, gio dc nng cao nhn thc v s hiu bit ca ngi lao ng v tiu chun ho: H thng tiu chun ch c th c chp hnh nghim tc khi mi ngi hiu bit y ngha tc dng, thc cht v nhng yu cu ca tiu chun ho. 2. 2.1. Cc loi tiu chun v cp tiu chun. Cc loi tiu chun

Kt qu ca tiu chun ho l hnh thnh v trin khai thc hin h thng tiu chun xy dng. H thng tiu chun c xy dng cho tt c mi lnh vc, mi i tng v mi phm vi hot ng. V vy, c rt nhiu loi tiu chun khc nhau. H thng tiu chun c phn chia thnh cc loi sau: Tiu chun v quy cch quy nh cc dy thng s, kch thc sn phm, chi tit, b phn, nguyn vt liu. Loi tiu chun ny li c phn chia thnh: - Tiu chun v thng s, kch thc c bn - Tiu chun v kiu loi - Tiu chun v quy nh hnh dng hnh hc v kch thc ca i tng.. - Tiu chun v nhn mc Nhn sn phm: L tn c gin ln sn phm : Sony, Sam sung.. Nhn hng ho: Gm nhn sn phm, ngy thng sn xut, l hng, nc sn xut dy thng s k thut, tiu chun v kch c, kiu dng c dn bn ngoi sn phm, phn bit sn phm ny vi sn phm khc. Tiu chun v yu cu k thut: l nhng tiu chun quy nh nhng yu cu c bn i vi cc tnh nng s dng, vn hnh ca sn phm nhm quy nh mc cht lng ca sn phm, v cc yu cu i vi nguyn liu ch to sn phm.

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Tiu chun v phng php th: Loi tiu chun ny quy nh phng php xc nh cc c trng s dng ca sn phm nhm m bo s nh gi thng nht v chnh xc sn phm qua cc c trng ca n. Nhng tiu chun ny bao gm: - Nguyn tc v ni dung phng php th - Phng tin v iu kin th - Chun b v tin hnh th. - Phng php tnh ton v nh gi kt qu th. - Bin bn th nghim. Tiu chun v bao gi, ghi nhn, vn chuyn v bo qun. y l nhng tiu chun quy nh v cch ghi v ni dung ghi nhn mc, cch bao gi, vt liu bao gi, cu to bao gi, yu cu v vn chuyn, bo qun, thi hn bo qun Tiu chun v nguyn tc v th tc: Cc loi tiu chun ch yu trong nhm ny l tiu chun v quy phm, quy tc, quy trnh hot ng, c cu t chc, trch nhim ca tng b phn Tiu chun v nhng vn khoa hc k thut chung nh cc thut ng khoa hc, n v o lng, k hiu, m hiu sn phm, h thng h s, ti liu. 2.2. Cp tiu chun H thng tiu chun cht lng chia theo cc cp qun l bao gm: - Tiu chun quc t - Tiu chun quc gia - Tiu chun ngnh v vng - Tiu chun ca c s. Vic phn cp tiu chun nhm mc ch ch yu bit c c quan ban hnh v qun l cp tiu chun ch tuyt i khng c ngha nh gi mc cao thp ca tiu chun cc cp. Trong phm vi quc gia, gia tiu chun ca doanh nghip v tiu chun ca Nh nc c mi quan h cht ch vi nhau, Nh nc qun l cht lng thng qua vic ban hnh v p dng h thng tiu chun cn doanh nghip phi p dng h thng tiu chun do Nh nc ban hnh. Vit nam tiu chun c vit tt l TCVN c xy dng trn c s nghin cu, ng dng cc thnh tu khoa hc, k thut tin tin. Nhng c mt s khc bit ln Vit nam v trn th gii l Vit nam hnh thnh hai loi tiu chun l TCVN bt buc p dng v TCVN t nguyn p dng. V nguyn tc, Nh nc ban hnh v qun l nhng tiu chun TCVN bt buc v m bo v sinh, an ton, mi trng, bo v sc kho v cc tiu chun i vi mt s hng ho quan trng ca nn kinh t quc dn. Cc c s sn xut- kinh doanh phi tun th TCVN bt buc k t ngy tiu chun c hiu lc.

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H thng TCVN t nguyn mang tnh nh hng, hng dn v Nh nc khuyn khch cc doanh nghip p dng Tiu chun ca cc doanh nghip l nhng tiu chun t nguyn do doanh nghip xy dng v trin khai p dng trong doanh nghip. M rng h thng tiu chun ca cc doanh nghip l con ng c bn gim chi ph, tng tnh linh hot v kh nng thch ng ca doanh nghip trn th trng. 3. 3.1. o lng cht lng. Thc cht ca o lng

o lng l k thut con ngi tm hiu, kho st, trn c s pht hin nhng hiu bit mi v t nhin, gip con ngi kim nghim li cc l thuyt, nh lut, nh l trong khoa hc. Trong hot ng sn xut kinh doanh, o lng c s dng xc nh mc cht lng t c ca sn phm, dch v, cc qu trnh v cc hot ng khc. o lng l mt ni dung quan trng ca qun l cht lng trong cc doanh nghip. Khoa hc o lng gm ba b phn chnh l l thuyt o, k thut o v o lng php quyn. L thuyt o: l khoa hc nghin cu v cc l thuyt chung ca cc php o nh n v o, h n v chun, phng php o, sai s o, cch x l cc kt qu o. K thut o: L b phn nghin cu chung v phng tin o, cc c trng ca phng tin o v phng tin kim nh phng tin o. o lng php quyn: L nghin cu v t chc php l nh: iu l, quy nh, bin php m bo tnh thng nht v chnh xc ca cc php o. 3.2. Mi quan h gia o lng v tiu chun ho Gia o lng v tiu chun ho c mi quan h mt thit, khng kht, thc y nhau cng pht trin. o lng c tc ng tch cc vi tiu chun ho, o lng l cng c tin hnh cc nghin cu th nghim cc nh mc hp l i vi cc ch tiu ca ti u chun, l cng c iu khin cc qu trnh theo cc tiu chun ra. Tiu chun th hin nhng im trng yu ca tng cng vic, xc nh cng vic trn c s phng php thao tc v kt qu. Nh m sn phm sn xut ra l nh nhau. nh gi cht lng bao gi cng cn c vo cc tiu chun o c chnh xc ca tng sn phm. Tiu chun ho ch pht huy c chc nng ca mnh khi c h thng o lng chnh xc, ngc li o lng li s dng tiu chun ho nh mt cng c pht trin thng qua vic qui nh cc n v o v phng tin o thng nht. Tiu chun ho l bin php quan trng o lng mang li hiu qu cao. N gp phn m bo tnh thng nht v chnh xc cn thit ca cc php o, quy nh cc yu cu hp l v o lng, thng nht ho v m bo trnh cht lng cn thit ca cc phng tin o c sn xut. 3.3. H thng o lng cht lng. H thng o lng gm n v o, phng tin o, phng php o v ngi thc hin. 56

n v o v nhng yu cu i vi n v o. - n v o l i lng dng xc nh nhng c im ca cht lng, cho php nh gi bng nhng con s c th. V d: thi gian tnh bng gi, pht, giy; chiu di tnh bng mt, km.. - n v o cht lng chia thnh hai loi l n v o khuyt tt ca sn phm v n v thuc tnh ca sn phm. - Loi n v o khuyt tt ca sn phm s biu din di dng phn trm khuyt tt li hoc ph phm. Cn n v o cc thuc tnh ca sn phm khng c cng thc chung tng qut m ngi ta dng nhiu n v o khc nhau. - n v o phi d hiu, d p dng, mt n v o ch c ngha thc t khi n c tha nhn v c kh nng ng dng rng ri, c c s cho s gii thch thng nht. Mt trong nhng mc tiu c bn ca o lng l to ra c s khoa hc cho vic ra quyt nh. c quyt nh ng, c hiu qu cn da trn nhng thng tin y v chnh xc. Mt n v o ch c ngha thc t khi n c tha nhn v c kh nng ng dng rng ri. Nhng s liu ng nht khng th l kt qu ca nhng cch gii thch khc nhau. Kinh t, tit kim trong p dng n v o, ni cch khc cn ch n tnh kinh t ca n. Hot ng o lng ch c tin hnh khi nhng li ch m n em li ln hn chi ph b ra. n v o a ra phi ph hp vi thit k hin ti ca cng c o, c bit l cc cng c o hin i. K thut o K thut o bao gm phng php o hoc phng tin o dng nh gi v lng cc thuc tnh cht lng biu hin thng qua n v o. Phng tin o cht lng c th l cc cng c k thut, con ngi hoc cc biu phn nh s bin thin ca cht lng. Phng tin o cht lng c th l cc cng c k thut, cng c th l con ngi hoc cc biu phn nh s bin thin ca cht lng. Cc cng c o k thut c thit k dng nh gi cc thuc tnh cht lng v c biu din n bng con s n v o nh ng h, cn o mt s thuc tnh sn phm, dch v hoc qu trnh qun l i khi khng th dng cng c o k thut m phng tin o c s dng rng ri chnh l con ngi. Tuy nhin phng tin o l con ngi thng c tnh ch quan nn kt qu o cn c cn nhc thn trng trc khi ra quyt nh. Tnh tin cy ca phng tin o l kh nng ca dng c o c th ti to li kt qu ca n trong nhng ln kim tra sau. Ngy nay, khi cc thuc tnh cht lng sn phm cng quan trng th tnh tin cy ca phng tin o i hi cng cao.

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Tnh chnh xc ca phng tin o l mc m phng tin o ni ln ng s tht. nh gi tnh chnh xc ca phng tin o cht lng c xc nh bng nhng tiu chun c thng nht. S khc bit gia nhng kt qu o c ghi trn phng tin a v gi tr thc t chnh l sai s. Sai s c th l m hay dng. Trong o lng lun tn ti nhng sai s. l h qu t nhng sai s trong phng php o, phng tin o hoc nhng nguyn nhn ch quan khc. Sai s c th l ngu nhin hoc khng ngu nhin. Sai s ngu nhin nh hng t ti chnh xc nhng kh loi tr. Ngc li sai s khng ngu nhin nh hng ln ti chnh xc nhng c kh nng loi b d dng hn. Tuy nhin mt php o ch c ch khi sai s nm trong nhng khong gii hn cho php. C ngha l sai s ca php o phi c kim sot.

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