TONG CUC TIEU CHUAN

O LNG CHAT LNG

TRUNG TAM KY THUAT

TIEU CHUAN O LNG
CHAT LNG 3
CHNG TRNH AO TAO
THC HANH ISO 9001:2000
MUC LUC
Noi dung
Phan 1
Gii thieu ISO
Phan 2
Cac thuat ng va khai niem c ban ve chat lng
Phan 3

He thong quan ly chat lng - cac yeu cau

Phan 4

Xay dng he thong tai lieu quan ly chat lng

Phan 5

Ap dung va duy tr he thong quan ly chat lng

Phu luc 1 Mo hnh qua trnh

MUC TIEU KHOA HOC
Giup hoc vien hieu nhng li ch cua he thong quan ly chat
lng theo ISO 9001:2000 khi ap dung vao Cong ty/Doanh nghiep
Giup hoc vien xac nh va quan ly cac qua trnh cua Cong ty/
Doanh nghiep
Cung cap kien thc va cong cu can thiet e chu ong thc hanh
viec xay dng he thong quan ly chat lng
PHAN 1
GII THIEU ISO 9000
LCH S PHAT TRIEN BO TIEU CHUAN ISO 9000 ()
GII THIEU BO TIEU CHUAN ISO 9000
ISO la to chc tieu chuan hoa quoc te
ISO 9000: la bo tieu chuan do tieu ban ky thuat TC 176 bien soan
va ban hanh
Lch s: Cac tieu chuan ve quan ly he thong chat lng bat
nguon t nganh cong nghiep quan s va hat nhan.
Viec cong nhan at c tieu chuan ISO 9000 do n v chng nhan
thc hien
GII THIEU BO TIEU CHUAN ISO 9000 (tt)
Tieu chuan ISO 9000 c tha nhan tren khap the gii do no co
the ap dung cho nhieu nganh nghe khac nhau, ca nganh cong
nghiep lan dch vu.
Ap dung tieu chuan ISO 9000 tai Viet Nam
KET QUA KHAO SAT NAM 2004 CUA
TO CHC ISO VE ISO
9001:2000
Ap dung ISO 9000 trong khu vc ASEAN
Quoc gia
Tong so
Thai Lan
5 955
Singapore
3 964
Ma lai
4 337
Indonesia
3 134
Philipin
1 108
Vietnam
1598
Brunei
46
Myanmar
346
Campuchia
5

Nguon : Khao sat cua ISO v viec ap dung ISO 9000 tren the gii (tnh
en 12/2004
GII THIEU ISO 9000 (tt)
Cau truc bo tieu chuan ISO 9000 :
ISO 9000 Quy tac c ban va nh ngha
ISO 9001 He thong quan ly chat lng -cac yeu cau
ISO 9004 He thong quan ly chat lng- Hng dan thc hanh cai
tien
ISO 19011 Hng dan anh gia he thong quan ly
PHAN 2
CAC THUAT NG VA KHAI NIEM C BAN VE CHAT LNG
A. THUAT NG
Chat lng: Mc o mot tap hop cac ac trng san co ap ng
cac yeu cau
Yeu cau: Nhu cau hoac mong i c tuyen bo, ngu y chung
hoac bat buoc
Khach hang: To chc hoac ca nhan nhan san pham
Ngi cung ng: To chc hoac ca nhan cung cap san pham
San pham: Ket qua cua mot qua trnh
Qua trnh: Tap hop cac hoat ong co lien quan hoac co tac ong
lan nhau nham chuyen bien au vao thanh au ra
Thu tuc hay qui trnh: Cach thc c qui nh e thc hien mot
hoat ong hoac mot
qua trnh
MO HNH QUA TRNH
1. Hay chon mot hoat ong
cua Cong ty va viet di
BAI TAP
dang mot qua trnh

Kiem soat chat lng : Mot phan cua quan ly chat lng tap
trung vao viec ap ng cac yeu cau chat lng
am bao chat lng : Mot phan cua quan ly chat lng tap
trung vao viec tao ra s tin tng rang cac yeu cau chat lng
c thoa man
He thong quan ly : He thong thiet lap cac chnh sach, muc tieu
va at c cac
muc tieu o

CAC

He thong quan ly chat lng : He thong quan ly nham nh

hng va kiem soat mot To chc ve phng dien chat lng

HE THONG QUAN LY (2)

TQM: He thong quan ly chat lng toan dien
ISO 9001: He thong quan ly chat lng
ISO 14001: He thong quan ly moi trng
OHS 18001: He thong An toan va sc khoe nghe nghiep
GMP: He thong thc hanh san xuat tot
HACCP: He thong kiem soat cac moi nguy quan trong
SA 8000: He thong trach nhiem xa hoi
6 : He thong cai tien thng xuyen e at mc chat lng

Hoach nh chat lng : Mot phan cua quan ly chat lng tap trung vao
viec thiet lap cac muc tieu chat lng va qui nh cac qua trnh tac
nghiep can thiet cung vi nguon lc co lien quan nham hoan thanh
cac muc tieu chat lng
San pham khong phu hp : San pham Khong ap ng yeu cau
Hanh ong khac phuc : Hanh ong nham loai bo nguyen nhan s
khong phu hp a phat hien hoac tnh trang khong mong muon
khac
Hanh ong phong nga : Hanh ong nham loai bo nguyen nhan
s khong phu hp tiem an hoac tnh trang khong mong muon khac

B KHAI NIEM
VONG TRON PDCA

BAI TAP TNH HUONG

Luc nay kinh doanh khong c nh luc trc, doanh so giam lien tuc,
Ban th ap dung chu trnh PDCA e hoach nh cai tien van e neu tren.
B. KHAI NIEM
8 NGUYEN TAC QUAN LY CHAT LNG
Nguyen tac 1: To chc hng ve khach hang
a. Thau hieu cac nhu cau hien tai va tng lai cua khach hang
b. ap ng cac yeu cau cua khach hang va no lc vt qua s mong
i cua khach hang

Ap dung cho ISO 9001

a. Thau hieu cac nhu cau hien tai va tng lai cua khach hang
b. o lng s thoa man cua khach hang va co hanh ong da vao
cac ket qua o
Nguyen tac 2: Tnh lanh ao
a. Ngi lanh ao thiet lap s nhat quan ve muc ch va chu trng cua
To chc
b. Tao ra moi trng ben trong e nhan vien tham gia toan dien nham
at c muc tieu cua To chc
Ap dung cho ISO 9001
a. Thiet lap tam nhn, chu trng va gia tr
b. at ra ch tieu, muc tieu phan au va thc hien cac chien lc
nham at c cac muc tieu o.


Nguyen tac 3: S tham gia cua con ngi
a. Con ngi la cot loi cua To chc
b. S tham gia toan dien cua ho se tao ra cac li ch cho To chc
Ap dung cho ISO 9001
Tao ra s lam chu cua nhan vien ve cac ch tieu va muc tieu cua To
chc thong qua:
a. S dung kien thc cua ho
b. ao tao e ho tham gia vao cac quyet nh ieu hanh va cai tien
qua trnh.
Nguyen tac 4: Tiep can theo qua trnh
Khi cac nguon lc va hoat ong eu c quan ly theo qua trnh, ket
qua at c se hieu qua hn.
Ap dung cho ISO 9001
a. Xac nh ro khach hang ben trong, ben ngoai va ngi cung cap cua
cac qua trnh
b. Tap trung khai thac hieu qua cac nguon lc cua qua trnh
Nguyen tac 5: Tiep can quan ly theo he thong
Nhan biet thau hieu va quan ly mot qua trnh gom cac qua trnh
lien he lan nhau e cai tien hieu qua va hieu suat qua trnh cua To
chc theo muc tieu a nh.
Ap dung cho ISO 9001
a. Xac nh mot tap hop cac qua trnh trong he thong

b. Hieu c tnh phu thuoc lan nhau gia chung

c. Hp nhat cac qua trnh theo muc tieu cua To chc
d. o lng cac ket qua da tren cac muc tieu chu yeu
Cac qua trnh cua Lanh ao cao nhat: hoach nh, bo tr nguon lc, xem
xet cua lanh ao,
Cac qua trnh thc hien: quan he vi khach hang, thiet ke phat trien,
tao san pham...
Cac qua trnh ho tr: ao tao, bao tr, .
Nguyen tac 6: Cai tien thng xuyen
Cai tien thng xuyen la muc tieu cua To chc
Ap dung cho ISO 9001
a. at ra cac muc tieu cai tien co tnh thc te e phan au
b. Cung cap nguon lc va ho tr cho nhan vien cac cong cu, c hoi va
khuyen khch ho ong gop vao cac hoat ong cai tien
Nguyen tac 7: Tiep can thc tien e a ra quyet nh
Quyet nh co hieu qua da tren s phan tch so lieu va cac thong
tin
Ap dung cho ISO 9001
a. Quyet nh va hanh ong da tren s phan tch so lieu e toi u hoa
nang suat va giam lang ph
b. Giam toi a chi ph, cai tien qua trnh, nang cao th phan nh s dung
cac cong cu quan ly va cong nghe
Nguyen tac 8: Moi quan he li ch ho tng vi nha cung ng
To chc va nha cung ng phu thuoc lan nhau va moi quan he li ch
ho tng se nang cao kha nang ca hai eu tao ra ga tr.
Ap dung cho ISO 9001
a. Thiet lap moi lien he chien lc, tham gia xac nh cac yeu cau phat
trien s lien ket va cai tien
chat lng san pham
b. Phat trien s tin cay lan nhau, ton trong va cam ket thoa man khach
hang va cai tien thng xuyen.
BAI TAP TNH HUONG
Khach hang khieu nai san pham do Cong ty cung cap khong phu hp vi
yeu cau cua
khach hang, vi t cach la nha cung cap ban a
ra phng an giai quyet nh the nao?
PHAN 2:
VAI TRO CUA ISO OI VI
DOANH NGHIEP TRONG XU THE TOAN CAU HOA
THACH THC CUA DOANH NGHIEP (1)
Toan cau hoa la g? Qua trnh t do hoa thng mai gi cac nc
tren the gii
Tai sao toan cau hoa nen kinh te?
Con ngi thiet lap moi lien he kinh doanh t xa xuyen qua
cac quoc gia,
Ho muon m rong trao oi cac san pham e tao ra cuoc
song tot ep hn,
Toan cau hoa nen kinh te tao ra ca c hoi lan thach thc cho
cac nhan Cong ty va ca quoc gia
THACH THC CUA DOANH NGHIEP (2)
Toan cau hoa giup at c tang trng kinh te cao, thu hep
khoang cach tut hau vi cac quoc gia
cong nghiep khac
Th du: ong A, Trung quoc, Chi le, Mexico
Ap dung chnh sach ong ca, t tuc, thay the nhap khau th nen
kinh te ngay cang tut hau, ngng tre.

V du cac nc Chau
Phi
THACH THC CUA DOANH NGHIEP
(3)
Tang li the toan cau hoa,
giam bat li
Nang suat
Ngi tieu thu
Nhan cong
Moi trng
Moi trng kinh doanh
cac quoc gia khac nhau
Moi trng phap ly
chnh tr
Moi trng kinh te
Moi trng van hoa

Qun l l g?
Cac hoat ong co phoi hp e nh hng va kiem soat mot to chc.
Gia tr thc tien cua ISO (1)
Cai tien cac li ch c ban cua To chc
* Nang cao hieu suat cong viec
* Cai tien thng xuyen
* Giam lang ph
Kiem soat nhat quan cac qua trnh chnh
Tieu chuan hoa cac phng phap thc hanh
cong viec tot
Nang cao c hoi tiep th va quan he cong ong
Gia tr thc tien cua ISO (2)
ap ng cac yeu cau mi thau
Cung cap phng tien huan luyen nhan vien mi
Quan ly hieu qua cac rui ro
Tao c hoi hnh thanh phong cach lam viec mi & van hoa cua to
chc
c the gii tha nhan.

BAI TAP TNH HUONG

Anh ch hay liet ke 2 yeu to co li va 2 yeu to bat li oi vi Cong ty
khi toan cau hoa nen kinh te the gii
2 yeu to bat li
1. Nhieu oi thu canh tranh hn
2. Nhieu c hoi cho cac cong ty nc ngoai kinh doanh trong lnh vc
thiet b y te
2 yeu to co li
1. Giam thue nhap khau
2. Luat nhap khau thoang hn
Phng phap phan tch GAP (1)
S dung phan tch GAP e phat thao nhng khoang cach ton tai gia
cac yeu cau va mong muon cua khach hang va qua trnh ang thc
hien

PHNG PHAP XAC NH GAP

XAC NH GAP
TRA LI CAC CAU HOI PHAN TCH GAP
NEU TRA LI CO"
CAC YEU CAU A C AP NG, KHONG CAN CAC BIEN PHAP
NAO KHAC
NEU TRA LI CHA"
CAC GAP A C XAC NH, CAN CAC BIEN PHAP E GIAI QUYET
CAC GAP
NEU TRA LI KHONG AP DUNG"
CAC YEU CAU KHONG AP DUNG, KHONG CAN CAC BIEN PHAP NAO
KHAC
OI VI MOI CAU TRA LI KHONG, PHAI TM QUA TRNH NAO O
CAN CAI TIEN TOT HN
GIAI QUYET GAP
GIAI QUYET GAP
CHUAN B KE HOACH TRIEN KHAI
AP DUNG CAC KE HOACH TRIEN KHAI VA THEO DOI VIEC AP DUNG
--- S DUNG KE HOACH

PHAN 4
XAY DNG HE THONG TAI LIEU QUAN LY CHAT LNG
So tay chat lng: bao gom cac yeu cau cua tieu chuan,
yeu
cau ieu hanh, kiem soat cua Doanh nghiep va vien dan tham
khao en cac thu tuc. No cung phac hoa
cau truc tai
lieu chat lng.
He thong cac thu tuc: e cap cac yeu cau cua tieu chuan va
cach thc thc hien mot hoat ong, qua trnh.

 Cac tai lieu ho tr: cac hng dan cong viec, hng dan kiem
tra, hng dan th nghiem, ke hoach chat lng, ban ve, yeu cau
ky thuat, ho s .....
Muc ch cua he thong tai lieu chat lng.
Cho thay s cam ket ap dung he thong quan ly chat
lng
La cong cu thong tin noi bo e ap dung he thong
quan ly chat lng
Lu gi kien thc va thong tin e am bao cho hoat
ong lien tuc cua doanh nghiep.
La tai lieu tham khao va ao tao cho nhan vien co
lien quan
La chuan mc cho cac cuoc anh gia noi bo
PHAN 5
AP DUNG VA DUY TR HE THONG QUAN LY CHAT LNG
AP DUNG HE THONG
QUAN LY CHAT LNG
Xac nh ro va pho bien cac muc tieu, d nh cua viec ap
dung tieu chuan ISO 9000 t cap lanh ao en tat ca cac nhan
vien trong Doanh nghiep.

Cap lanh ao phai cam ket ho tr thc s cho tat ca cac phong
ban/ ca nhan e xay dng va ap dung cac tai lieu he thong
quan ly chat lng.

Xac nh ro va cung cap ay u nguon lc e ap dung he

thong quan ly chat lng.

Phai thanh lap ban ch ao ISO bao gom cac cap lanh ao
ao tao ISO 9000 cho cac nhan vien e xay dng va ap dung ISO
9000.
Theo doi, giam sat cac qua trnh xay dng va ap dung he thong
tai lieu chat lng vao thc te
He thong tai lieu se c sa oi, cai tien neu he thong nay
cha phu hp sau giai oan ap dung.
Cac thu tuc chat lng phai do cac nhan vien co trach nhiem
quan ly.
TRACH NHIEM CUA LANH AO
Xay dng va pho bien cac muc tieu, d nh ap dung ISO 9000 cho
toan the nhan vien.
Xac nh chnh sach chat lng va cam ket ho tr cho nhan vien
thc hien
e ra phng hng va lanh ao doanh nghiep xay dng, ap dung
va duy tr he thong quan ly chat lng.
Bo nhiem mot thanh vien trong ban lanh ao lam ai dien lanh
ao,
Thc hien cac yeu cau qui nh cua ISO 9000,
Xac nh va cung cap ay u cac nguon lc cho tat ca cac bo
phan,
Theo doi, xem xet tien o thc hien, ap dung he thong quan ly
chat lng,
Khen thng, ong vien nhng nhan vien a tham gia ong gop
tch cc vao he thong quan ly chat lng
TRACH NHIEM CUA NHAN VIEN

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Xay dng tai lieu, ap dung va duy tr hieu qua he thong quan ly
chat lng
Tham gia ao tao va cai tien lien tuc
Thc hien anh gia noi bo
Hp tac, giup ai dien lanh ao ieu hanh he thong quan ly
chat lng
Phan hoi kp thi cac kho khan trong qua trnh xay dng va ap
dung he thong quan ly chat lng
Thc hien ay u cac yeu cau theo quy nh cua tai lieu
NHAN TO CHNH E THANH CONG
Chat lng quan ly, ieu hanh cua cap lanh ao,
S cam ket, ho tr ay u cua Giam oc,
Co c che khuyen khch nhan vien,
Cung cap ay u nguon lc,
Nhan vien c ao tao thch hp,
Quan ly c s thay oi.
Cong ty
1.S o to chc
2.Mo ta cong viec
3.Muc tieu chat lng
4.Ke hoach thc hien
5.Danh muc muc tai lieu
6.Danh muc ho s
7.Danh muc phng tien (Cty)
8.Lich bao tr (cty)
9. Phieu bao tr
10. Danh muc thiet b o
11. Lch hieu chuan kiem nh
12. Phieu hieu chuan noi bo
13. Bang xac nh yeu to moi trng va bien phap kiem soat
14. Bang nhan dang, trang thai va truy tm
15. Bang xep d, lu kho..
16. Thu tuc mua hang (XN)
17. Thu tuc ban hang (XN)
18. Ke hoach kiem soat qua trnh va kiem tra th nghiem.
19. Thu tuc kiem soat con trung (mot, chuot, chim...)
20. Ke hoach ve sinh khu vc che bien va lu kho
1. So tay chat lng
2. Thu tuc kiem soat tai lieu
3. Thu tuc kiem soat ho s
4. Thu tuc kiem soatsan pham khong phu hp
5. Thu tuc anh gia noi bo
6. Thu tuc hanh ong khac phuc/phong nga
7. Thu tuc ban hang
8. Thu tuc anh gia nha cung ng
9. Thu tuc lap ke hoach va kiem soat qua trnh san xuat
10.Thu tuc hieu chuan kiem nh
11.Thu tuc bao tr
12.Thu tuc tham do y kien cua khach hang
thuytienletai@hcm.fpt.vn

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