Tai Lieu HTTTQL

1
LI NI U
Mn H thng thng tin qun l nghin cu cc phng php nh ngha v xy dng mt h
thng thng tin phc v cho cng tc qun l t chc. y l mt mn hc thuc lnh vc ng dng
ca cc chuyn ngnh Qun tr kinh doanh v Cng ngh thng tin.
T chc l mt b my c iu hnh bi cc nh qun l m thng tin l phng tin h th
hin vai tr ca mnh trong t chc. H thng thng tin qun l vi 4 chc nng c bn l thu thp,
lu tr, x l v phn phi thng tin c xem nh l mt h thn kinh ca t chc v l i
tng c nghin cu, ci tin lin tc trong sut nhiu th k. Th k 20 khng nh nng lc k
diu ca cng ngh thng tin trong cc h thng thng tin qun l tin tin m , tnh h thng
c dng lin kt ba nhm kin thc qun l, t chc v cng ngh vi nhau gip cho t chc
tn ti v pht trin bn vng. Chnh v vy, mc ch ca ti liu ny l gip cc bn sinh vin c
cch tip thu v h thng ha kin thc ca mn hc d tip cn vi cc h thng thng tin qun l
hin nay.
Ni dung ca ti liu c trnh by trong 7 chng:
Chng 1: Nhng khi nim c bn
Chng 2: H thng thng tin qun l
Chng 3: Phn tch h thng thng tin
Chng 4: Thit k h thng thng tin
Chng 5: Trin khai ng dng
Chng 6: Cc h thng thng tin qun l theo chc nng
Chng 7: Cc h thng thng tin qun l tch hp
Ni dung ca ti liu xoay quanh cc ch tm hiu, phn tch, xy dng, ng dng v ci tin h
thng thng tin qun l. Cc chng c sp xp t l thuyt n thc t, ni dung trc l lun c
a n ni dung sau. Mi chng u c phn tm tt, cu hi n tp gip sinh vin nm c
cc ni dung chnh. Ring chng 3 v 4 c thm phn bi tp.
Ti liu ny c bin son ln u nn n c th cn thiu st v ti ngha. V vy, ti chn thnh
xin li c gi v nhng khuyt im ny, v rt mong nhn c s gp t pha c gi hiu
chnh ti liu ngy cng hon thin hn.
Xin chn thnh cm n.
Tc gi
Nguyn Anh Ho

2

Chng 1:Nhng khi nim c bn
3
Chng 1:
NHNG KHI NIM C BN
H thng thng tin qun l l g ? theo ngha n gin nht, th l mt b my ch bin thng tin
gip cho con ngi tin hnh cc hot ng qun l trong t chc. B my c hiu l mt cu trc
thc hin cc cng vic mt cch hp l to ra sn phm (hoc thng tin) ng nh mong mun;
Mt h thng thng tin qun l c to ra l qun l t chc, n gm c thit b (vai tr l cng
c) v con ngi (vai tr qun l) cn phi h tr nhau theo mt cch thc no (phng php)
to ra thng tin hu ch cho cng tc qun l t chc. thit lp h thng thng tin qun l t hiu
qu cao nht cho t chc, cc b phn thc hin cng vic ca t chc phi c thit k hi ha vi
nhau, c gi chung l c tnh h thng.
Trong chng ny chng ta s tm hiu v nhng kin thc c bn xoay quanh 4 khi nim quan
trng lm lun c cho mn hc, l h thng, t chc, qun l v thng tin.
1.1 H THNG
Trong cuc sng hng ngy, ngi ta thng nhc n khi nim h thng ch s phi hp hot
ng ca nhiu b phn khc nhau, c th l mt h thng giao thng (gm cc thnh phn: tuyn
ng, n hiu, lut giao thng, cnh st giao thng,), h thng mng in thoi (gm tng i,
thit b truyn dn, in thoi, cc phng thc giao tip) hay n gin ch l mt chic ng h eo
tay (gm ngun nng lng, b o thi gian con lc, cc bnh rng, mt ng h). Mi h thng
uc hnh thnh t nhiu b phn (thnh phn) khng th tch ri vi h thng, mi thnh phn gi
mt hoc nhiu vai tr cn thit i vi h thng. Hn na, h thng s khng th hot ng c
nu thiu s lin kt gia cc thnh phn ca h thng.
1.1.1 H thng v cc yu t to thnh h thng
Mt cch tng qut, mt h thng l mt tp hp cc thnh phn tng tc c t chc v hot ng
cng nhau hon thin vi mc ch xc nh sn, c minh ha s lc bng hnh 1.1. S lin
kt hot ng vi nhau ca cc thnh phn trong h thng v mc ch chung chnh l c trng
quan trng nht ca h thng lm cho n mang ngha hon ton khc vi mt tp hp hoc nhm.

u ra khng nh gi tr
s dng ca h thng
(cng l mc ch
ngha ca h thng)
u vo
Giao tip
Mi trng
Ranh gii
Thnh phn
u ra
Hnh 1.1 Phc tho minh ha tng qut cho mt h thng
Quan h ni ti

4
Mt cch tng qut, h thng c cc c im sau:
1. Mc ch ca h thng l l do h thng tn ti. H thng tn ti c khi mc ch ca n l
to ra gi tr s dng cho mt vi i tng no , v d: mt cng ty kinh doanh tn ti c
khi cng ty lm ra sn phm, dch v cho khch hng v c khch hng chp nhn.
2. Mi trng ca h thng l tn gi chung cho cc s vt, hin tng ang tn ti khch quan i
vi h thng, v d: chnh ph, nh cung cp, khch hng l nhng i tng thuc mi trng
ca cng ty kinh doanh. Hot ng ca h thng ph thuc rt nhiu vo mi trng (nu thiu
khch hng, cng ty s khng hot ng c), v vy h thng phi c kh nng thch nghi vi
mi trng. Ranh gii ca h thng phn lp gia nhng g thuc v h thng v nhng g khng
thuc h thng. N gip chng ta xc nh c cc tng tc gia h thng v mi trng; nu
cc tng tc t b thay i th h thng s hot ng n nh.
3. H thng tng tc vi mi trng qua cc giao tip (interfaces), u vo (inputs) v u ra
(outputs) l nhng yu t hp thnh chc nng ca h thng: u vo l nhng g m h thng
cn ly t mi trng bin i thnh u ra c gi tr s dng cho mi trng.V d: Chc
nng ca my tnh l bin d liu thnh thng tin cn thit cho ngi s dng. My tnh nhn d
liu v mnh lnh (inputs) t bn phm (interface), sau hin th thng tin (outputs) c x
l trong my tnh ra mn hnh (interface) theo yu cu ca ngi s dng.
4. Cc thnh phn (cn gi l h thng con) ca h thng, v cc mi lin kt ni ti gia cc thnh
phn. Mt thnh phn c th l mt h thng con, v d: Mainboard ca my tnh gm c CPU,
RAM v cc cng giao tip. Gi tr s dng (hoc cng dng) ca h thng c to ra t s lin
kt hot ng gia thnh phn trong h thng vi nhu cu s dng h thng. V vy, lin kt ni
ti gia cc thnh phn trong h thng ch c ngha khi n th hin s hp tc cng thc hin
cc chc nng ca h thng, v d: CPU cn in t ngun cp in thi hnh cc mnh lnh
nhn t bn phm, v hin th kt qu ra mn hnh; nu ch mt trong cc thnh phn ngun cp
in, bn phm hay mn hnh khng hot ng th my tnh s khng dng c.
5. Cc rng buc l nhng g m h thng phi tun th. Cc rng buc th hin cho kh nng t
iu khin ca h thng. Rng buc th hin trn nhng g m h thng lm ra (outputs ca h
thng, nh cht lng ca sn phm lm ra), nhn vo t mi trng (inputs ca h thng, nh s
lng nguyn vt liu) hay lm nh th no (bin i inputs thnh outputs), cho h thng tn
ti c lu di.
hiu khi nim ny, chng ta hy xem v d minh ha cho cc khi nim h thng c v trn
hnh 1.2: Nh hng bn thc n nhanh Hoosie Burger. Mc ch ca nh hng l lm ra thc n
nhanh bn, thu li nhun. Chc nng ca nh hng l ch bin v kinh doanh thc n nhanh
qua vic mua nguyn vt liu (u vo) t nh cung cp nguyn vt liu v bn thc n cho
khch hng quy phc v (u ra). Ranh gii ca nh hng phn lp gia nhng g thuc v
nh hng (cc b phn, ti sn, quy tc qun l, cc cng vic) v nhng g khng thuc v nh
hng (khch hng, chnh ph, i th cnh tranh, ). Cc b phn thuc nh hng gm: nh kho,
nh bp, quy phc v v vn phng, lin kt vi nhau lm ra thc n bn cho khch hng:
Nguyn liu ch bin thc n c cung ng t nh cung cp chuyn n nh hng vo bui
sng, c lu tm thi trong nh kho, sau c chuyn sang nh bp ch bin thnh thc
5
n by bn quy phc v. Khch hng c nhu cu s n mua thc n quy phc v. Tin
thanh ton cho cc mn n c chuyn n vn phng thanh ton cho nh cung cp v cc
khon chi khc trong nh hng. Vn phng gi vai tr iu tit s lng mua bn v quyt nh
gi bn da trn thng tin t cc b phn trong ni b nh hng, v t mi trng bn ngoi gm
cc i th cnh tranh, php lnh ca chnh ph, li sut ca cc ngn hng,. l nhng i
tng tn ti c lp vi nh hng v c nhiu nh hng n vic kinh doanh ca nh hng. Cc
rng buc chi phi hot ng kinh doanh ca nh hng l nhng quy nh ca chnh ph (an ton,
v sinh, ) v quy lut cung cu.

1.1.2 Cc tnh cht ca h thng, suy ngh c h thng (system thinking)
H thng m (open system) v h thng ng (closed system). H thng c gi l h thng m khi
n c tng tc vi mi trng bn ngoi, th hin u vo, u ra hay cc hiu ng l ( nhim
mi trng, nh cng). Nh hng bn thc n nhanh c nhn nguyn vt liu (mua) t mi trng
bn ngoi (t cc nh cung ng nguyn vt liu) v to ra sn phm (thc n nhanh) c mi trng
bn ngoi tiu th (bn thc n), nn nh hng ny l mt h thng m. Khi mi trng c bin ng,
h thng hoc phi thay i thch nghi, hoc phi chp nhn nhiu tc ng bt li t mi trng,
nh s xut hin ca cc cng ngh tin tin tr gip lm gim gi thnh sn xut sn phm lm cho
cc t chc kinh doanh phi ngh cch tn dng cc u th ny tn ti trong mi trng cnh tranh.
Nguc vi h thng m l h thng ng (closed system), l nhng h thng m cc tng tc ca n
vi mi trng b ct b, do cc bin ng t mi trng khng nh hng n h thng v ngc
li. Trong thc t c rt t h thng ng. H thng ng khng c ga tr g vi mi trng, do
trong ti liu ny, chng ta ch quan tm n h thng m.
Suy ngh c h thng (system thinking). Suy ngh c h thng l s tm hiu v cc mi lin kt-tng
tc gia cc thnh phn v mc ch chung ca h thng. Suy ngh c h thng tr gip cho cc nh
qun l hiu bit thu o v cc mi lin kt ni ti trong h thng, cng nh mi quan h gia h
thng vi mi trng bn ngoi, a ra cc quyt nh qun l ng n.
Hnh 1.2 Xem nh hng bn thc n nhanh (Hoosie Burger) nh l mt h thng
R
a
n
h

g
i
i

c
a

n
h
n
g

Kho
(lu tr)
Quy phc v
(bn)
Nh bp
(ch bin)

Vn phng
(iu khin)

Nguyn liu
Thc n
Nh cung cp
(cung ng)
Khch hng
(tiu th)
Hng ha,
Dch v
Tin tr Tin thu
Tin tr
Nguyn liu
i th
(cnh tranh)
Chnh ph
(ban hnh lut)
M
i

t
r
n
g

Thng tin,
mnh lnh

6
Suy ngh c h thng bt u t nhn thc v s tn ti
ca h thng trong mi trng. Mc ch tn ti ca h
thng gn lin vi gi tr s dng m h thng to ra
cho mi trng qua cc tng tc gia h thng v mi
trng. V1 d: Qua chc nng kinh doanh thc n
nhanh, nh hng fast food to uc gi tr s dng
cho khch hng (p ng c nhu cu tiu dng ca
khch hng), ngn hng (li nhun t vic bn thc n
c trch mt phn chi tr tin li ngn hng m
nh hng vay mn vn), v chnh ph (thu c
thu t hot ng kinh doanh ca nh hng). V vy,
mc ch ca h thng cn phi ho hp vi mc ch
tn ti ca cc i tng trong mi trng, hay ni
cch khc, h thng tn ti c khi n l mt thnh phn c ngha ca mt h thng khc ln hn,
nh minh ho trong hnh 1.3: H thng x l t ng ha (Automated subsystem) l mt h thng
con trong h thng x l th cng (Manual subsystem), v h thng x l nhn cng l mt h thng
con trong t chc (organization).
Gi tr s dng ca h thng khng th c to ra t mt thnh phn no bn trong h thng; m
chng c to ra t cc tng tc phi hp gia cc thnh phn trong h thng. V d, c thc n
by bn ti quy phc v, nh hng cn ch bin thc n ti nh bp, v ch bin c thc n,
nh hng cn phi xut nguyn vt liu t kho. Nh vy, h thng tn ti th gi tr to ra t h
thng cn c duy tr cn bng vi nhu cu. Nu nhu cu gia tng, hot ng to ra gi tr s dng
cng cn tng tng ng. V gi tr ny c to ra t s lin kt hot ng ca nhiu thnh phn,
nu mt thnh phn no b nghn c chai, th n s nh hng n ton b h thng: Nu quy
phc v khng p ng kp thi cho khch hng trong gi cao im, khch hng s khng mun quay
li ch i; kt qu l nh hng s mt khch hng. Cc tng tc ny c cc c im sau:
1. Tnh ph thuc (coupling) v tnh lin kt (cohesion). Tnh ph thuc din t s ph thuc ln
nhau gia cc thnh phn: nu mt thnh phn b h hng, thnh phn khc ph thuc vo thnh
phn ny cng s b h hng theo, hoc khng thc hin c chc nng ca n. Nu nh cung
cp khng cung ng nguyn vt liu cn thit, nh bp s khng th ch bin thc n v do
quy phc v khng th bn c. Tnh ph thuc cao lm cho h thng km linh hot; hoc
tng ci tin tng thnh phn t c c hi thc hin. Do , cc thnh phn ca h thng cng
t ph thuc vi nhau th hot ng ca h thng cng n nh. Ngc li, tnh lin kt din t
mc hp tc gia cc thnh phn cng nhau thc hin mt vi chc nng chung ca h
thng: hot ng ca nh bp v quy phc v l 2 hot ng c bn tng tr nhau cng thc
hin chc nng kinh doanh ca nh hng. Nu lin kt cng cao th h thng cng bn vng.
2. Hi tip cn bng (balancing feedback) v hi tip tng cng (reinforcing feedback). Hi tip
cn bng c hiu l nu mt thay i tc ng ln mt thnh phn ca h thng th thnh phn
ny s gy ra tc ng mi ln cc thnh phn c lin quan to thnh dy chuyn m kt qu l
tc ng t cc thnh phn trn dy chuyn s lm gim bt bin thay i ban u. iu khin
nhit trong phng bng my iu ha l mt v d in hnh ca vng hi tip cn bng: Nu
T chc
H thng con th cng
H thng
con t ng
Hnh 1.3 Mt h thng l mt h
thng con trong h thng ln hn.

7
nhit trong phng cao hn nhit chun (c thit lp trn my) th my s lm vic
nhiu hn to ra lung khng kh lnh hn, lung kh ny s lm gim dn nhit ca phng
cho n khi nhit phng ngang bng mc chun. Vng hi tip cn bng ca my lnh c
din t trn hnh 1.4: s gia tng nhit phng tc ng tng cng ln b o chnh lch
nhit (c din t l mi tn +), lm gia tng cng hot ng ca b iu khin lm
lnh, lung kh lnh hn ny s lm gim bt (mi tn -) nhit phng, m kt qu sau
cng l nhit phng c gim xung v duy tr mc n nh ngang vi nhit chun.
Ngc vi hi tip cn bng, hi tip tng cng l vng hi tip m tc ng hi tip li tng
cng thm cho tc nhn kch thch lc ban u m kt qu l sau 1 chu k hi tip th bin
kch thch c phng to thm. Mt v d in hnh ca hi tip tng cng l s cnh tranh trong
kinh doanh: mt cng ty khuch trng cc hot ng tip th m rng th phn s lm cc
cng ty khc gia tng hot ng qung co tip th, v cc hot ng tip th c tng cng
cc i th cnh tranh li l nhn t kch thch thm cho hot ng cnh tranh ca cng ty.
3. Hiu ng l (side-effect) ca cc tc ng. i khi cc tc ng gy ra t mt thnh phn trong h
thng mang c tnh cht tch cc ln tiu cc. Vic s dng thuc tr su trong nng tri l mt v
d v hiu ng l ca cc tc ng trong h thng: Mc ch ca nng tri l lm ra nng sn cht
lng tt ( lm cho cuc sng ca ngi dn tt hn). Nu s dng thuc tr su th nng sn
s tt hn, nhng ngun nc cng s b nhim c.
4. S tr hon (delay) gia cc tc ng. Yu t thi gian tr hon ca mt tc ng c hiu l
khong thi gian cn thit tc ng bc l c ht hiu lc ca n. Trong kinh doanh,
hng ha c tiu th nhiu trong cc chin dch khuyn mi, nhng nu p dng trong mt
khong thi gian di, phng php khuch trng th phn kiu ny li gy ra thi quen mua
hng khuyn mi ca khch hng, m hu qu l khi khng c khuyn mi, cng ty li bn c
rt t sn phm.
1.1.3 Phn r h thng
Phn r h thng hoc phn r chc nng ca h thng l mt tin trnh xc nh cc thnh phn con
khng th thiu cho mc ch tn ti ca h thng, da trn s phn tch vai tr (chc nng, nhim
v) v cc tng tc ca chng trong h thng. Cc thnh phn c to ra sau khi phn r c chc
nng x l n gin hn, v d hiu hn so vi h thng ln. Mi thnh phn to ra sau mt ln phn
r s tr thnh mt h thng con v l i tng phn r tip. Tin trnh phn r h thng c lp
Nhit phng
hin ti
iu khin
lm lnh
Lung
kh lnh
B o chnh
lch nhit
Nhit mong
mun
t
o
+
+
+
-
( - )
Hnh 1.4 Vng hi tip cn bng ca my lnh

8
i lp li trn tng thnh phn (h thng con), to ra cu trc phn cp chi tit ha dn cc thnh phn
trong h thng. S chi tit ha ny cung cp nhiu thng tin chi tit chng ta hiu c cc hot
ng ang thc hin hoc cn thc hin thm ca tng thnh phn cho mc ch chung ca h thng.
Hn na, s phn r h thng theo chc nng cn tr gip ngi phn tch vin tp trung vo mt vi
thnh phn quan trng nht ca h thng lin quan mt thit n bi ton ang gii quyt, lc b
nhng chi tit khng quan trng, v nu mt thnh phn cn phi sa i, n s c to mi v thay
th cho thnh phn c m khng cn phi xy dng li ton b h thng.

Chng ta hy xem xt th d v s phn r cc thnh phn ca my nghe nhc trn compact disc (CD-
player) c minh ha trn hnh 1.5. mc tng qut nht, my (h thng) ch n gin tip nhn da
CD v cho php iu khin m lng, v kt xut ra m thanh tai nghe. S phn r h thng din t
r hn v cc b phn x l bn trong
ca my: l b phn c tn hiu
c s ha t da CD, b phn chuyn
tn hiu s thnh tn hiu m thanh
(Digital to Analog), b phn nhn tn
hiu iu khin t cc phm iu khin
ca my, v b phn iu khin v
khuch i m thanh a m thanh
ra tai nghe. Mi b phn thc hin mt
chc nng ring v lin kt vi nhau
to ra gi tr s dng cho my.
Tin trnh phn r h thng l mt s
phn r t trn xung (top-down), v
to ra mt lc phn cp
(Decomposition Diagram) nh minh
ha trong hnh 1.6. C nhiu cch tin
hnh phn r h thng, ph thuc vo quan im phn r. Ngi ta thng phn r chc nng ca t
chc theo lnh vc chuyn mn nh sn xut, ti chnh k ton, tip th bn hng, qun l nhn lc
(hnh 1.6a). Cch phn r ny n gin, nhng khng cho chng ta bit nhiu v s phi hp gia cc
thnh phn nh th no to ra gi tr s dng cho t chc. Mt phng php phn r khc l nh
ngha cc cng vic chnh trn dy chuyn to ra gi tr cho t chc nh minh ha trn hnh 1.6b. Mi
cng on l tin thc hin cng on k tip, din t s lin kt hot ng gia cc cng vic.
m
thanh

CDs
iu
khin
CD
iu
khin
B/p c tn
hiu t CD
B/p nhn
iu khin
B/p chuyn tn
hiu D to A
B/p khuch i
m thanh
m
thanh
Hnh 1.5 Phn r chc nng my nghe nhc CD
T chc kinh doanh
Phn phi
(logistics)
Bn hng Sn xut Dch v

Hnh 1.6b Phn r theo dy chuyn sn xut
T chc kinh doanh
Ti chnh
k ton
Kinh
doanh
Sn xut Qun l
nhn lc
Hnh 1.6a Phn r theo chc nng chuyn mn
9
Lc phn r h thng l mt phng tin tng qut ha ton b h thng tr gip tm hiu v
gii quyt cc bi ton pht sinh t h thng. Lc phn r tt l lc din t r rng v d hiu
cc lin kt bn trong h thng (lin kt chc nng gia mc cao mc thp, lin kt vn hnh gia
cc thnh phn trong cng mc). Vy lm th no c mt lc phn r tt ? l:
1) H thng (hoc h thng con) c bao nhiu thnh phn chnh ? T mc ch ca h thng chng ta
cn xc nh h thng s lm nhng g (thc hin cc chc nng cn thit) cho mc ch ca h
thng. Mi thnh phn s m nhim mt vi chc nng, v khng c thnh phn no d tha.
2) Thnh phn no cn phi c phn r tip ? ph thuc vo mi quan h gia thnh phn ang
xem xt vi vn ang gii quyt: nu n khng lin quan, hoc nu n n gin hiu c
chc nng v cc x l ca n i vi h thng ln, th khng cn phn r na.
1.2 T CHC
Mt cch tng qut, mt t chc l mt nhm ngun lc c thit lp cho cc hot ng hin thc
ha mt vi mc ch xc nh. Hu ht cc loi ngun lc ca t chc nh nhn lc, ti chnh,
cng c,v s lin kt cc ngun lc ny l phc v cho t chc, gip t chc t c cc mc
tiu, chng u l i tng qun l (hoch nh, iu khin,, gim st, o lng) ca nhng
ngi qun l trong t chc. Nh vy, vn c bn nht ca mt t chc l cch sp xp (t chc)
ngun lc thc hin cc cng vic ca n sao cho ti u nht.
1.2.1 T chc theo quan im h thng
Mc ch, chc nng, c ch vn hnh ca t chc: Mc ch ca t chc c th l phc v ngi
dn (cc c quan nh nc) hay tm kim li nhun (cc t chc kinh doanh). Mc ch ca cc t
chc c th rt khc nhau, nhng u c c im chung l lm tha mn yu cu cho nhng ni m
t chc ly ngun lc hot ng, v t chc phi tha mn cc rng buc t mi trng m n
hot ng gm c cng ng dn c, khch hng, chnh ph, ngn hng,; c gi chung l h
thng kinh t - chnh tr - x hi ca quc gia m mt t chc l mt thnh phn (h thng con) thc
hin mt s chc nng cn thit trong h thng ny. V d, t chc kinh doanh cn phi to ra sn
phm, dch v cn thit cho x hi qua cc chc nng sn xut, phn phi, bn hng: cc loi ngun
lc a vo t chc di dng nguyn vt liu hoc nng lng lm ra sn phm v phn phi n
ngi tiu dng bng knh tip th bn hng, doanh thu c dng trang tri cho cc chi ph qun
l sn xut v ti u t duy tr v pht trin t chc.
Nh vy i vi mi trng, t chc cn phi cn i gia yu cu t mi trng vi nng lc
(ngun lc) ca t chc n tn ti lu di. thc hin iu ny, tt c cc t chc u cn c ch
t iu khin da trn vng hi tip cn bng. T , cc b phn chc nng qun l trong t chc
c hnh thnh v duy tr nh ngha v iu chnh cc hot ng sn xut ca t chc cho ph
hp mc ch ca t chc.
Mi trng vn hnh ca t chc: bao gm nhiu yu t tn ti khch quan i vi t chc v c nh
hng ln t chc, nh chnh ph, nh cung cp, khch hng, cnh tranh (i vi t chc c thu li
nhun), cng ng c dn a phng,.. c minh ho s lc trong hnh 1.7. Mt vi yu t t mi
trng l ngun lc (nhn lc, stockholders-nh u t, khch hng), mt vi yu t khc l rng
buc (lut ca chnh ph, yu cu ca cng ng dn c, p lc cnh tranh).

10
T chc l mt h thng m trong mi trng hot ng ca n: Mi trng l ni m t chc ly
ngun lc cung cp sn phm/dch v, v t chc cng ph thuc vo mi trng trn nhiu
phng din nh kinh t, chnh tr, x hi; t chc phi tun th cc iu khon (lut) t chnh ph,
ng u vi cc i th cnh tranh, hn ch nhim mi trng v thuyt phc khch hng bng
sn phm, dch v c cht lng ngy cng cao.

S tng tc gia t chc vi cc yu t mi trng hnh thnh cc dng thng tin hoc vt cht di
chuyn vo v ra khi t chc, bao gm: a) dng vt cht (nguyn liu, sn phm), b) dng dch v
(t vn, gii quyt khiu ni), c) dng tin t, v d) dng thng tin. Cc dng vt cht, tin t, dch v,
thng tin u c th c din t bng dng d liu, th hin c tnh v mc tng tc gia t
chc v mi trung, gip t chc nhn thc v iu chnh cc hot ng ca n cho ph hp nh
thay i mc tiu chin lc, ci tin cht lng sn phm, ci tin cng vic, phng nga ri ro,...
Nhng thay i nhanh t mi trng (nh s xut hin ca cng ngh mi, sn phm mi, v i th
cnh tranh) thng lm cho t chc khng kp thch nghi, dn n thiu ht ngun lc chng cc
tc ng xu do cc thay i ny gy ra. Do , h thng thng tin gi vai tr rt quan trng i vi
t chc, n gip cho ngi qun l nhn bit v lp k hoch ng ph kp thi cho cc vn cn
gii quyt.
1.2.2 Vn , mc tiu v tin trnh trong t chc
Vn (problem) l s khc bit gia hin thc v mong mun, n l ng lc hnh thnh cc cng
vic cn lm gim bt s khc bit ny. V d, qua s liu thng k, ngi qun l c th bit c
doanh thu hin nay ca cng ty ang thp hn mc doanh thu d kin; s chnh lch ny lm ny
sinh vn l lm cch no tng doanh thu thc t cho bng vi doanh thu d kin.
Mc tiu l mt tp hp cc vn cn phi gii quyt trong khong thi gian cho php. T chc
hin thc ha mc ch ca n bng cch t ra cc mc tiu hng n mc ch v tm cch tha
mn cc mc tiu ny. V d, nhm mc ch tn ti v pht trin bn vng, cc doanh nghip t ra
cc mc tiu sn xut ca tng nm l cc ch tiu v s lng sn phm, cht lng tiu dng, doanh
thu bn hng cn phi t c trong tng nm thc hin v sau nh gi tng kt li (o lng
kt qu thc t so vi mc tiu) nh ngha mc tiu mi. Do , cc mc tiu u c c im
chung l kh thi v o lng c. c tnh ny gip phn bit mc ch v mc tiu ca t chc:
T
chc
Chnh ph Nhn lc
i tc
Cng ng Ngn hng
Khch hng
i th
Nh ti tr

$
$
$
$ | $
$
$
Hnh 1.7 Mi trng vn hnh ca t chc
Ch thch
: nhn lc
: lut
$ : tin
: hng ha, dch v
: s cnh tranh
11
u vo
u ra
Ngun lc
Rng buc
Mc ch th hin trng thi m t chc mong mun hng n (v d: pht trin bn vng); Mc
tiu l nhng thnh tu cn t c trong khong thi gian nht nh da trn ngun lc c sn (vd:
doanh thu tng 20% mi thng /qu/ nm). Nh vy, mc tiu c dng lm thc o cho vic hin
thc ha mc ch.
Cc mc tiu l c s cho vic lp k hoch thc hin ca t chc. khng lng ph ngun lc,
nhng cng vic khng cn thit s b loi b khi phm vi thc hin mc tiu. Nh vy, mc tiu
gip cho t chc tp trung ngun lc vo nhng cng vic (tin trnh) quan trng nht.
Tin trnh l mt hoc mt chui cc hot ng lin kt nhau to ra s thay i nh mong mun.
Mi tng quan gia mc ch, mc tiu v tin trnh c minh ha trn hnh 1.8: nhiu tin trnh
c tin hnh ni tip (P
1
-P
2
-P
3
) hoc song hnh (P
1
-P
2
,P
4
) t c cc mc tiu cc thi
im t
1
, t
2
, t
3
, nhm hin thc ha mc ch (G) ca t chc.

Mi tin trnh (cng vic) c 5 c trng:
1) u vo (Inputs): l nhng g cn phi
c sn to ra u ra, c ly t mi
trng thc thi tin trnh.
2) u ra (Outputs): l nhng kt qu
thc t sau khi thc hin tin trnh, l
nhng g ngi ta mun c t tin trnh. u vo v u ra l 2 c trng quan trng nht ca tin
trnh.
3) Thi gian (Time) l khong thi gian cn thit bin i u vo thnh u ra.
4) Ngun lc (Resource) l ngun ti nguyn c dng thc hin tin trnh.
5) Rng buc (Constraints) l nhng iu kin m tin trnh phi tun th to ra kt qu ng.
1.2.3 C s thc hin tin trnh: ngun lc v rng buc
A. Ngun lc: Bt k tin trnh no cng u cn c ngun lc tin hnh. Ngun lc c 2 loi:
ngun lc hu hnh (physical resource) v ngun lc nim (conceptual resource).
1) Ngun lc hu hnh c s dng trc tip trong cc tin trnh, gm 3 nhm chnh: con ngi,
cng c v phng php.
t
3
t
2

t
1
T
"Mc ch"
"Mc tiu"
P
1

P
2

P
3

G
Hnh 1.8 Mc tiu v mc ch ca t chc
P
4

M

h
o
n

t
h
i
n


12
Tin trnh sn xut
Tin trnh qun l
u vo
u ra
Gim st, o lng
Hoch nh,
iu khin
Hnh 1.9 Mi quan h gia sn xut v qun l
Con ngi (nhn lc) th hin qua kin thc, k nng/nng khiu, kinh nghim v sc khe. y l
ngun lc quan trng nht, v 2 nguyn nhn: (1) Con ngi va l ngun lc thc hin tin trnh
(sc lao ng), ng thi quyt nh 2 ngun lc cn li: con ngi to ra phng php thc thi tin
trnh v iu khin cng c thc thi tin trnh, v (2) Con ngi cn c kh nng kim sot v iu
khin cc tin trnh trnh c cc tc ng xu (ri ro) t mi trng thc hin tin trnh. y l vai
tr quan trng nht ca con ngi i vi tin trnh (vai tr qun l).
Cng c (tools) l phng tin c con ngi s dng mt cch trc tip nh my thit b, phn
mm. Cng c l phng tin thay th sc lao ng ca con ngi rt ngn thi gian thc thi tin
trnh, nhm to ra nng sut lao ng cao hn hoc cht lng n nh hn (gim c cc sai st do
ch quan).
Phng php (methods) l cng ngh, k thut, quy trnh v quy tc c p dng vo tin trnh.
Mt phng php l s p dng kin thc, kinh nghim c trch lc t qu kh ca nhn loi
(hoc t chc, tp th) gii quyt tt nht cho mt vn no , gip cho tin trnh to ra kt qu
ng nh mong i.
2) Ngun lc nim l ngun lc thuc v nhn thc ca con ngi; n khng c s dng trc tip
cho tin trnh m gip con ngi nhn bit cc loi ngun lc hu hnh (thng tin, d liu), mua
ngun lc hu hnh (tin), hoc tn dng tnh hung thun li (c hi / thi c).
B. Rng buc: l cc yu cu cho tin trnh, c nh ngha trc khi thc hin tin trnh kim
sot ri ro v ngn nga nhng hiu ng l khng mong i (tr k hoch, qu kinh ph, sn phm
km cht lng,..). V d:
- Rng buc trn kt qu ca tin trnh: tiu chun cht lng cho sn phm.
- Rng buc trn cch thc hin tin trnh: thi hn thc hin, phng php, quy trnh.
- Rng buc trn lin kt vi nhng tin trnh khc, n khng gy kh khn cho cc tin trnh h
thng b ph thuc vo n: cch chuyn giao kt qu, cch thng bo ri ro, cch bo co.
1.3 QUN L
Mt cch tng qut, qun l l s p dng kin thc, k nng, kinh nghim trong vic hoch nh v
iu khin ngun lc thc thi cc tin trnh gii quyt cc vn ang tn ti trong t chc. Nh
vy, qun l l hot ng tr tu ca con ngi ch khng phi ca my tnh hoc h thng my tnh.
Nhn thc v c hi - thch thc t mi trng, v im mnh - im yu ca t chc l phng thc
gip cho cc nh qun l iu hnh t chc: H thit lp cc k hoch thc hin, chun b ngun lc
cho cc cng vic trong k hoch v phi
hp cc loi ngun lc. Tuy nhin, ngui
qun l cn lm nhiu hn th: h phi
nh ngha sn phm, dch v mi chun
b p ng nhu cu trong tng lai bng
cc phng php d bo, hoc i khi h
phi ti thit li cc hot ng trong t
chc pht huy nng lc sn c ca cc
loi ngun lc. Do , trch nhim qun l
l mt cng vic sng to dn t t kin
13
thc, kinh nghim v thng tin, tm ra cc gii php tt nht cho vn .
1.3.1 Vai tr ca qun l i vi hot ng ca t chc
Gi tr ca t chc c to ra t chui cc hot ng to ra gi tr trong sn phm/dch v, gi chung
l cc tin trnh sn xut; cc tin trnh ny bin i u vo (nh nguyn vt liu, hng ha, nng
lng) thnh u ra (sn phm, dch v, tin) t c cc mc tiu c hoch nh. Trong t
chc cn c nhng tin trnh khng trc tip to ra sn phm/dch v, m chng nh ngha, thit lp
mi trng hot ng, v iu khin cc tin trnh sn xut to ra kt qu nh mong mun, l cc
tin trnh qun l. Hai loi tin trnh ny lun lun tn ti song song v lin kt nhau hin thc ha
mc ch ca t chc c minh ha trn hnh 1.9. i vi cc tin trnh sn xut, tin trnh qun l
c bn tc ng c bn: hoch nh, iu khin, gim st, o lng.
1) Hoch nh: tin trnh qun l nh ngha mc tiu, kt qu, rng buc cho tin trnh sn xut (nh
ngha cng vic), cp pht ngun lc, lin kt cc ngun lc h tr cho cng vic v t chc phi hp
cc cng vic lm tha mn mc tiu. Kt qu hoch nh l cc k hoch tng th v k hoch
thc hin.
2) iu khin: tin trnh qun l xc nh gii php tt nht cho cc cng vic uc nh ngha
trong cc k hoch thc hin, hng dn v iu khin thc hin cc cng vic ny.
3) Gim st: tin trnh qun l gim st, thu thp thng tin v nhng din bin trong mi trng hot
ng ca t chc v ca cc tin trnh sn xut pht hin cc nguy c, thch thc hoc c hi c
nh hng n tin trnh sn xut.
4) o lng: tin trnh qun l phn tch, nh gi, o lng kt qu thc hin tin trnh sn xut,
hoc lng ha mc nh hng ca nhng thay i ngoi d kin ng ph vi ri ro.
1.3.2 Vai tr ca ngi qun l trong t chc
Ngi qun l c 3 vai tr c bn trong t chc: phi hp, thng tin v ra quyt nh.
1) Vai tr phi hp: Ngi qun l l ngi i din mt t chc (hoc mt b phn trong t chc)
chu trch nhim cao nht v sn phm, dch v v hot ng ca t chc hoc b phn, l ngi thu
mn, hun luyn, to ra c hi thng tin hoc khch l nhn vin trong t chc v lm cu ni lin
kt hot ng ca cc cp qun l trong t chc, hoc i din cho t chc lm vic vi cc t
chc bn ngoi. H rt quan tm xy dng mng li lin kt cc c nhn thuc nhiu lnh vc
chuyn mn khc nhau h tr thc hin mc tiu ca mnh.
2) Vai tr thng tin: Ngi qun l hot ng nh h thn kinh trung ng cho t chc, tip nhn hu
ht cc thng tin mi (l cc s kin, tnh hung, thay i trong ni b hoc bn ngoi t chc), x l
v ph bin thng tin (l cc mnh lnh hoc cc ch dn cn thit) cho nhng ngi cn bit.
3) Vai tr ra quyt nh: Ngi qun l phi quyt nh mc tiu, hoch nh cng vic thc hin
mc tiu, cp pht ngun lc cho cng vic v chn gii php thc hin hin thc ha mc ch
chung ca t chc. Ra quyt nh l cng vic quan trng, phc tp v gn lin vi trch nhim ca
ngi qun l, nn nhng ngi qun l thng tn nhiu thi gian quyt nh cc mc tiu v k
hoch thc hin cc mc tiu ny. c quyt nh tt, h thng tm kim s h tr cn thit t
nhm cng tc (qua cc cuc hp, lm vic nhm) v phng php gii quyt vn (problem
solving), c hai u cn thng tin.

14
1.3.3 Phng php gii quyt vn : vai tr ca thng tin i vi nh qun l
Lm th no t c cc mc tiu hoch nh ca t chc l yu cu quan trng nht i
vi ngi qun l. V t chc lun lun b tc ng bi cc thay i c bn ngoi ln bn trong,
nh qun l thng i mt vi cc tnh hung phi gii quyt gi l bi ton hoc vn
(problem). Vn l s khc bit gia hin trng (nhng g c) v mong mun (nhng g
cha c), l c s thit lp cc tiu chun rng buc (yu cu) cho cng vic. Gii php l
cch gim bt s khc bit gia hin trng v mong mun, l c s (trong nhn thc, quan im,
tng) s dng cc ngun lc hng n vic gii quyt vn t ra. Bn thn gii php
khng c gi tr g i vi vn ; ch c kt qu ng dng gii php mi thc s c gi tr. Phng
php gii quyt vn gm c cc bc chnh nh sau:
1) Nhn thc vn
Nhn bit nguy c, thch thc. Cc tn hiu nguy c, thch thc l cc mu d liu, thng tin bo
trc v cc vn cn gii quyt, c nhn bit qua cc knh thng tin hnh thc (bo co, thng
k, biu ,) hoc phi hnh thc (tip xc, bo ch, d lun,). V d: doanh thu c xu hng gim
trong cc bo co kinh doanh l mt tn hiu nguy c i vi t chc. Hnh 1.10 din t mt tn hiu
nguy c cho bit sp ht hng trong kho do s dng mi ngy, cn phi nhp thm hng vo kho.
Tn hiu nguy c l biu hin bn ngoi ca mt nguyn nhn no . nh hng (ang hoc s gy
ra ri ro) t nguyn nhn pht sinh tn hiu nguy c ln hot ng ca t chc l i tng tm hiu
ca ngi qun l, tm bin php ng ph.
nh ngha vn . Da trn hin tng, cc nh qun l s tm hiu nguyn nhn ca chng xc
nh ng mc , phm vi v thi gian tc ng ca vn ln t chc. V d:

Nu nguyn nhn ca cc tn hiu nguy c nm trong phm vi trch nhim ca ngi qun l th n
tr thnh vn m ngi qun l cn gii quyt. Vic xc nh ng vn t cc hin tng, s
Doanh thu
gim
Qun l
km
Thiu tiu
chun qun l
(hin tng) (nguyn nhn) (hin tng)
Ti v Ti v
Gy ra Gy ra
Mc tn kho an ton
1 2 3 4 5 6 7 8
Thi gian ch hng
(mt 3 ngy)
Ngy
M
c

t
n

k
h
o

Thi im cn t hng
Hnh 1.10. S tt gim lng
hng tn kho gn n mc tn
kho an ton l mt tn hiu nguy
c ht hng. Ngi qun l cn
phi chn cch gii quyt ph
hp trnh ri ro.
15
kin trong t chc l mt hot ng phc tp cn s hp tc ca cc chuyn vin c kin thc v kinh
nghim nhiu lnh vc khc nhau. i khi cc vn c nh ngha qu ln s khng tm c
gii php kh thi v ngun lc (v thi gian) b gii hn; hoc ngc li, vn c nh ngha qu
nh khng gii quyt trn vn vn ang tn ti. Do , vic nh ngha r vn l nhm gii hn
phm vi tm kim (khng t ra yu cu qu cao hoc qu thp) c gii php kh thi, v cng l
trnh hiu lm cho nhng ngi cng tc.
2) Tm gii php cho vn
Tm phng n. V phn ln cc vn ca t chc mang tnh cht c th v phc tp (mi c
nhn c nhn thc ring cho mt vn chung) trong khi thi gian v ngun lc gii quyt vn
b hn ch nn t c gii php hon ho; cc nh qun l ch c th chn gii php tt nht t nhng
phng n c bit (hnh 1.11). S h tr t nhiu chuyn vin l rt cn thit tm cc phng n
v nh ngha cc tiu ch nh gi, la chn gii php.

Chn gii php. Gii php c chn l phng n tho mn tt nht cc tiu ch nh gi (Critical
Success Factors, CSFs). Cc tiu ch ny l thc o gi tr ca phng n nhiu phng din khc
nhau nh kinh t, k thut, vn hnh, k hoch, php l, v chnh tr-x hi.
- Phng din kinh t (Economic Feasibility). Bao gm cc tiu ch nh gi li ch (gim chi ph vn
hnh, khc phc li, gia tng tnh linh hot, tng tc x l,..) gm li ch hu hnh v li ch v
hnh; nh gi chi ph gm chi ph hu hnh v chi ph v hnh, v tnh gi tr thu hi vn (Return On
Investment, ROI).
- Phng din k thut (Technical Feasibility). Bao gm nh gi v phng php thc hin sn
phm, dch v, h thng c th lm c hay khng, cng nh kch c ca h thng, phc tp, v
ngun lc c tnh thi gian, chi ph v cc ri ro.
- Phng din vn hnh (Operational Feasibility). nh gi mc lm tho mn yu cu ca gii
php c tch hp trong cc chuyn giao (kt qu t phng n). V cc chuyn giao s c s
dng trong t chc, n cng l mt thnh phn (hoc h thng con) trong mi trng vn hnh ca t
chc th hng, nn n cn phi thch nghi vi mi trng ny c gi tr s dng cao. Cc phn
tch ny cho bit gi tr s dng ca cc chuyn giao i vi t chc th hng ra quyt nh.
Phng n 1
Phng n 2
Phng n 3
Pht sinh phng n v
cc tiu ch nh gi
Chn phng n theo
cc tiu ch nh gi
Vn
T
m

p
h
n
g

n

Gii php
C
h
n

p
h
n
g

n

Hnh 1.11 Tm v chn phng n c gii php

16
- Phng din k hoch (Schedule Feasibbility). nh gi mc p ng v thi gian hon tt cc
yu cu (deadlines, milestone), nhm bo m cho t chc th hng c c cc chuyn giao ng
tin hoch nh.
- Phng din php l (Legal and Contractual Feasibility). nh gi kh nng tha mn cc quy nh
php l ca nh nc (lut lao ng, lut bn quyn s hu tr tu,..) v cc iu khon trn cc hp
ng (quyn s dng phn mm, ti liu ca t chc,..). Cc phng n khng c vi phm cc quy
nh ny.
- Phng din chnh tr x hi (Political Feasibility). nh gi mc hi lng ca cc stakeholders
i vi phng n. Stakeholders (cc tc nhn) l nhng ngi gi mt vi vai tr c ngha i vi
vn ang gii quyt, bao gm c chnh ph v cng ng dn c.
3) ng dng gii php
Thc thi gii php l p dng gii php c trong tng vo thc t to ra kt qu thc trong
th gii thc. Hai c im chnh ca vic thc thi gii php l gn cc cng vic cn thc hin ca
gii php vi ngun lc c sn (v d nh phn cng thc hin theo k hoch) v to iu kin thun
li cho cc cng vic (v d: chn thi c thun li, phi hp cc ngun lc, tn dng s h tr cn
thit t cc ni c lin quan,).
o lng kt qu l i chiu gia kt qu d kin t gii php vi kt qu thc t sau khi p dng
gii php theo cc tiu ch nh gi, tm ra nhng im khng ph hp gia d kin v thc t.
Kt qu thc t i khi khng gii quyt c trn vn vn , hoc c th lm pht sinh cc nguy c
khc cho t chc; do ngi qun l rt cn o lng kt qu quyt nh cc hnh ng tip theo
nh: ngng p dng gii php, ci tin gii php, hay thay i mi trng cho ph hp vi gii php.
Gii quyt vn l mt qu trnh tng tc thng tin gia th gii thc v th gii nim hng
dn cc hot ng trong th gii thc t c kt qu d kin, nh minh ha trn hnh 1.12: Thng
tin gip ngi qun l nhn thc c vn ang tn ti trong th gii thc (hin trng), lin kt
gia ngi qun l v nhng ngi cng tc tm gii php, ra quyt nh, phn cng thc hin v
nh gi kt qu.

Nh vy, trong qu trnh gii quyt vn , ngi qun l cn ra nhiu quyt nh da trn thng tin.
Thng tin v h thng thng tin (HTTT) tr gip cho ngi qun l:
Hnh 1.12 Gii quyt vn cn thng tin t th gii thc v th gii nim
(th gii
nim)
(th gii
thc)
p dng
gii php
i chiu
kt qu
Nhn thc
vn
Vn Gii php Kt qu d kin
Hin trng Hin trng mi Kt qu thc t
17
1) Thng bo cc biu hin ca vn , da trn cc knh thng tin v cc tiu chun (mc tiu, ch
tiu, quy nh) ca t chc. Bng cch so snh kt qu kinh doanh vi cc ch tiu doanh thu, ngi
qun l c th pht hin ra li nhun gim, chi ph tng hoc d n tr tin , l nhng tn hiu nguy
c ca t chc.
2) Xc nh vn v phng n gii quyt da trn cc knh thng tin h tr lm vic nhm (th
in t, hi ngh truyn hnh, group-ware) ngi qun l v cc chuyn vin cng nhau phn tch
nguyn nhn v xc nh vn ca t chc. Cc quy tc suy din, trch lc trn thng tin cng c
tch hp trong cc chng trnh phn mm gip t ng ha cc cng vic phn tch ca nhm.
3) nh gi xp hng cc phng n da trn cc tiu ch. Nh c HTTT, cc tiu ch nh gi v
cch nh gi phng n c ph bin cho cc thnh vin giam gia. Qua trao i tho lun, mc
quan trng ca tng tiu ch nh gi i vi mc tiu nh gi c thng nht trong nhm lm
c s xp hng cho cc phng n da trn h s ca mi tiu ch v tng hp im nh gi ca
tng thnh vin.
4) Thc thi gii php v i chiu kt qu thc t. HTTT l mi trng ban hnh quyt nh (phn
cng), lin lc gia ngi qun l v ngi thc hin, gim st cng vic v o lng kt qu, cung
cp phn hi cho ngi qun l sau khi gii php c p dng.
1.3.4 Cc cp qun l v nhu cu thng tin
Thng tin l ngun lc ca cc nh qun l. Nh c thng tin, ngi qun l nhn bit c hin
trng, pht hin vn hoch nh cc tin trnh gii quyt vn hoc phng trnh ri ro. Nh
vy, thng tin ng vai tr l u vo cho cc tin trnh qun l, ng thi khai sinh ra cc tin trnh
trong t chc. Ty theo cp qun l m thng tin cho ngi qun l c tnh cht khc nhau gn lin
vi tm hoch nh (planning horizon) th hin mc trch nhim ca ngi qun l i vi t
chc. Phm vi trch nhim ca ngi qun l cng hp, th tm hoch nh cng vic cho t chc
cng ngn, nhng mc chi tit ca cng vic cng nhiu v chuyn su.

mc tc nghip (operational control) ngi qun l lm vic vi thng tin/d liu chi tit i vi
tng cng vic, nh chi tit ti khon (k ton), chi tit cng n khch hng (kinh doanh), lng tng
nhn vin (nhn s), kt qu thc hin cng vic (iu hnh) iu khin tng cng vic.
mc chin thut (management control), ngi qun l cn cc thng tin c xu hng th hin mc
tng gim theo nh k lp k hoch thc hin. V d: bo co thng k lng hng tn kho
Chin lc
Chin thut
Tc nghip

M
c

q
u
n

l

S nm hoch nh cho tng lai:
1 2 3
Hnh 1.13 Cc mc qun l v thi gian hoch nh
Tm hoch nh

18
cui k, bo co tnh hnh doanh thu, chi ph so vi mc tiu cht lng ca nm, hay lp biu th
hin mc pht trin thu bao in thoi trong nm.
mc chin lc (strategic planning), ngi iu hnh cp cao (CEO) cn phn tch c trng thi
(im mnh, im yu) ca t chc i vi mi trng m t chc ang vn hnh, bao hm c
thng tin bn trong v bn ngoi t chc trn tt c cc lnh vc chuyn mn nh ti chnh, sn xut,
kinh doanh. V vy, cc thng tin tr gip cho h thng mang tnh khi qut (khng chi tit), nh
phn tch th phn, phn tch xu hng cng ngh, l cc loi thng tin c chu k sng di v c tnh
khi qut (hnh 1.14).

1.4 THNG TIN V D LIU
Thng tin v d liu c th hin nhiu dng khc nhau v c truyn t hoc lu tr bng nhiu
cch khc nhau tng ng vi dng th hin ca thng tin, v d nh trong bng sau:
Dng thng tin Knh truyn tin Phng tin lu
Ch: on vn Giy, mn hnh, bng hiu Ba h s, da cng
m thanh: ting ni Khng kh, in thoi Bng t, da cng, CD
Hnh nh: cc biu Phim, mng my tnh Cun phim, da cng, CD
a phng tin: phim c ting,
c ph ,..
Sng in t, mng my tnh,
bng video, CD
Da cng, bng video, phim
nha
i vi t chc, knh truyn tin c phn thnh 2 loi chnh: knh thng tin hnh thc v knh
thng tin phi hnh thc, c hai u l ngun cung cp thng tin cn thit cho ngi qun l.
Knh thng tin hnh thc: l knh thng tin do t chc thit lp chnh thc truyn ti cc ni
dung thng tin mt cch trung thc (bit r ngun gc), chnh xc, kp thi, ng i tng; nh cc
h thng bo co ni b v qun l cng vn ca t chc. y l knh thng tin phn nh thc trng
trong ni b ca t chc, hoc chuyn ti cc quyt nh quan trng. Thng tin trn knh ny l
thng tin hnh thc. Thng tin hnh thc din t cc cnh bo (indicators) m ngi qun l cn theo
di. Ni dung ca cc cnh bo l d liu trung thc v cc c trng quan trng ca cc s vic din
ra hng ngy trong t chc, nh din bin ca cng vic (tin , cht lng, chi ph), hay tnh hnh
kinh doanh (doanh s v doanh thu).
Knh thng tin phi hnh thc: l cc knh thng tin cung cp tin tc, s kin, tri thc khoa hc ph
bin; n khng c t chc thit lp chnh thc v cng khng gn lin vi cng vic c th no
trong t chc, v d nh bo ch, truyn hnh, hi tho. y l knh thng tin mang thng tin phi hnh
thc, l nhng thng tin khng nm trong s theo di ca t chc.
M
c

q
u
n

l
Mi trng
bn ngoi t
chc
Mi trng ni
b ca t chc
Mc khi qut
ca thng tin
Mc chi tit ca
thng tin
Hnh 1.14 Mc qun l, mi trng v tnh cht ca thng tin qun l
19
1.4.1 D liu v thng tin
D liu: l mt phn t hoc mt tp hp k hiu din t s kin hoc c tnh ca mt i tng
trong th gii thc. V d: Minh Anh, Ngy 12/07/1996, s nh danh 345321, S 5 L Thnh
Tn, Tp.HCM. Tuy cc gi tr ca d liu thng khng cho chng ta bit nhiu v ni dung c
ngha, nhng bn cht ca d liu chnh l gi tr m t trung thc c tnh vn c ca i tng.
Minh Anh l tn ca mt ngi, S 5 L Thnh Tn, Tp.HCM l mt a ch nh; da vo cc
gi tr ny ta c th bit c vi c im ca nhng i tng ang c nhc n.
Thng tin: l d liu qua x l, c ngha thit thc i vi ngi nhn. V d: Cng ty Minh
Anh a ch s 5 L Thnh Tn, Tp.HCM c phiu t hng mang m s 345321 pht hnh ngy
12/07/1996. Pht biu trn trn cho chng ta bit mt t v s vic xy ra (s kin t mua hng).
Thng tin c hnh thnh t s lin kt mt nhm d liu vi kin thc hiu bit sn c ca mi
ngi, to ra nhn thc cho mi c nhn. Nh vy, mc thng tin tip thu c ph thuc vo
kin thc ca ngi tip thu. V vy, i vi mt s ngi, mt mu d liu no chnh l thng tin,
cn i vi nhng ngi khc th khng phi, v d: in tn Moorse. S hnh thnh thng tin c
din t trong hnh 1.15.

V ph thuc vo s hiu bit ca mi c nhn nn thng tin thng mang tnh ch quan. V d:
nhit phng l 42
o
C l d liu trung thc o c t nhit k, cn cn phng qu nng l
thng tin ch quan. Tuy nhin, pht biu th hai thng dn n cc hnh ng thit thc hn pht
biu th nht (nh m ca s, bt qut). Nh vy, vai tr c bn ca thng tin l hng dn cho
ngi tip thu nhn thc r v vn ang tn ti v tm gii php, trong khi vai tr ca d liu l
phn nh trung thc nhng s vic ang tn ti khch quan.
1.4.2 Vai tr ca thng tin trong t chc
i vi t chc, s nhn bit kp thi v nhng hin tng, s kin din ra trong mi trng l c hi
t chc tm nguyn nhn, xc nh vn v gii quyt vn . Hu ht cc t chc u cn thng
tin m rng th phn, nh hng cho sn phm dch v mi v thay i cch hot ng nhm
ng u vi p lc cnh tranh. C bn nguyn nhn chnh lm cho thng tin v h thng thng tin
ngy cng tr nn quan trng i vi t chc:
1) S xut hin nn kinh t ton cu. Cng ngh mi trong lnh vc truyn thng v x l thng tin
nh mng Internet to c hi rt tt m rng kinh doanh ra ton cu vi chi ph thp. S ton
cu ha gy ra nhiu p lc cnh tranh cho cc t chc trong nc: Nhu cu giao dch 24 gi mi
ngy vi khch hng v nh cung cp trn ton th gii i hi t chc phi nhn thc kp thi c hi
v thch thc.
2) S chuyn dch t nn kinh t cng nghip sang nn kinh t dch v da trn thng tin v tri thc.
p ng sn phm/dch v cho khch hng trong thi gian ngn vi cht lng cao, kin thc v
thng tin tr thnh ngun lc quan trng ci tin cc dng cng vic (work-flow) hng n dch
Chng kin,
o lng
Th gii thc D liu
Lin kt,
trch lc
Thng tin
trung thc
ch quan
Hnh 1.15 S hnh thnh thng tin t d liu

20
v: thay v t sn xut v bn sn phm, cc doanh nghip tn dng li th t out-sourcing vi cc
t chc khc c nng lc cao hn gim chi ph sn xut v vn chuyn.
3) S chuyn i sang cu trc qun l linh hot. Thay v qun l theo cu trc phn cp, tp trung
da trn mt tp hp cc th tc chun (quy nh sn) cung cp mt vi sn phm ph bin vi s
lng ln, cc doanh nghip mi s dng cu trc phn cp qun l mng hn (t phn cp hn),
linh hot hn chuyn giao nhiu loi sn phm t hng (customized products) phc v cho cc
yu cu c th. S linh hot trong cu trc t chc l mt li th rt ln trong kinh doanh, gip cho
t chc thch nghi vi nhu cu th trng tt hn, nhng n cng i hi mt ngun thng tin tt
tr gip ngi qun l hoch nh mc tiu, ngun lc v k hoch thc hin cc yu cu a dng ca
khch hng.
4) S xut hin ca cc doanh nghip s (digital firm). Doanh nghip s l doanh nghip m cc tin
trnh kinh doanh (phi hp cng vic, thng tin, kin thc to ra sn phm dch v) u c x l
trn my tnh. S s ha cc tin trnh kinh doanh to ra mi trng trao i thng tin trong sut gia
khch hng, nh cung cp v t chc, gip cho t chc nhn bit v ng ph vi mi trng mt cch
nhanh chng, c c hi ti cu trc ngun lc v m rng phm vi hp tc ra ton cu.
1.4.3 c tnh, cht lng ca d liu v thng tin
Thng tin v d liu c ba c tnh:
1) Thi gian (sng). Thng tin v d liu c dng m t s vt, hin tng; cc s vt hin
tng thng thay i tn ti, do thng tin d liu ch m t ng trong khong thi gian m s
vt, hin tng cha thay i: y l thi gian sng ca thng tin d liu.
2) Ni dung. Cc t chc ch quan tm n s vt hin tng lin quan n t chc, v cc thng tin
c mt t chc s dng phi thit thc, v mc ny ph thuc vo s nhn thc ca nhng
ngi/b phn s dng thng tin. S d tha thng tin thng dn n 2 tc hi: gy nhm ln, v
qu ti cho ngi nhn.
3) Hnh thc. Thng tin c trnh by bng hnh thc ph hp cho ngi nhn tip thu c (v
d: hp ng v ph lc hp ng), v nu cn, kim chng c (chng c). Cc loi thng tin quan
trng trong t chc u mang tnh hnh thc, nh cc loi vn bn php l (ch k, ng du), hay
chng t (khun mu v cch s dng quy nh sn).
Cht lng ca thng tin v d liu c nh gi trn c tnh ca thng tin nh sau
Xt v thi gian:

- ng lc, kp thi
- Cn sng (cn c gi tr s dng)
- Khng qu lc hu (nhiu ngi bit ri)
Xt v ni dung:

- Chnh xc, ngn gn, sc tch
- Ph hp vi ngi nhn
- Mang li hiu qu cao cho cng vic
Xt v hnh thc:

- Trung thc, y chi tit
- Cch trnh by c trnh t, mch lc, lin kt d tip thu
- C phng tin gi hoc lu tin ph hp yu cu
21
1.4.4 X l trn d liu v thng tin
1) Thu thp tin: Thu thp tin l qu trnh tm kim c c thng tin/d liu hu ch cho t chc,
k c phn loi, gom nhm cho ph hp vi mc ch s dng, v lc b thng tin/d liu d tha
hoc khng lin quan n t chc. Vic thu thp tin c tin hnh trn cc knh truyn tin trong ni
b t chc v gia t chc vi bn ngoi. V cc knh thng tin hnh thc rt quan trng i vi t
chc, hot ng thu thp tin trn knh ny thng c quy nh sn v gn lin vi cc quy trnh
ban hnh. Vic thu thp tin phi bo m tnh trung thc; cc phng php gp nhm, trch lc khng
lm thay i ngha ca thng tin hoc thm vo bt k suy din no.
2) Lu tr v phc hi: D liu c lu vo h s ti liu nu n khng c cu trc (cc thnh phn
d liu khng xc nh trc), hoc a vo c s d liu nu n c cu trc. Cu trc lu tr c
t chc sao cho vic tm kim thng tin c thun li nht .Vd: lu theo ch hoc theo trnh t
thi gian i vi ti liu, hoc trong cc bng quan h c xp th t ca c s d liu. Tng ng
mi cu trc lu tr d liu l cc tc v phc hi thng tin cho d liu.
3) X l thng tin: Ty theo tng vn cn phi gii quyt trong t chc, vic x l thng tin gn
lin vi cu trc x l: do mt c nhn, mt i (quyt nh ca i trng l quan trng nht) hay
mt nhm ( kin ca cc c nhn trong nhm u c nh gi ngang nhau) thc hin, gm:
- Th hin li thng tin t d liu. Vd: d liu c lin kt li to ra cc loi bo co tng hp
ph hp vi nh qun l tng cp, hoc gom nhm m t cc s kin theo quan im chuyn
mn (kinh doanh, k ton, chnh tr).
- Tnh ton, suy din, trch lc theo cc quy tc c tt c mi ngi trong t chc cng nhn.
V d: li nhun/nm = tng doanh thu/nm - tng chi ph/nm.
- Tm kim v kt ni cc thng tin lin quan. Vd: tm cc ti liu bng trang www.google.com.vn,
tm d liu lin quan n mt nhn vin trong c s d liu ca t chc.
4) Truyn t thng tin: l a thng tin n ngi nhn. Thng tin c th l mnh lnh (cp trn
xung cp di), cnh bo (t cp di ln) hoc thng bo (ph bin cho nhiu ngi bit) a n
ngi nhn bng cc knh thng tin, nh vn bn, E-mail, hp giao ban,...
Cc tiu chun truyn t ni dung gm:
- Hnh thc truyn t cn phi ph hp vi tinh cht ca ni dung cn truyn t, v d nh cng
vn dng truyn t ni dung mang tnh php l cao, Fax mang ni dung cng tc khn, E-
mail dng trao i cng vic cho tin li, in thoi dng thng tin nhanh v s lc,
- ng i tng nhn, v ngi c kh nng hiu c ni dung nhn uc.
- Ni dung c chuyn n ngi nhn kp thi.
- Bo mt cho cc ni dung quan trng v t nh.

TM TT NI DUNG
Chng 1 trnh by 4 vn c bn: h thng, t chc, qun l, v thng tin/d liu. Cc khi nim
v h thng c dng lm c s l gii cc mi quan h ca t chc (bn trong t chc v gia t
chc vi mi trng bn ngoi) v a n cc vn qun l mt t chc. Thng tin l phng tin
qun l ca ngi qun l, n l cu ni lin kt gia ngi qun l vi t chc trong qu trnh iu
khin t chc thc hin cc mc tiu t ra. Cc khi nim trong chng ny a n vn :

22
ngi qun l cn phi c thng tin nhn thc v t chc v cc vn lin quan n t chc, v
h cn phi thit lp h thng thng tin s dng c hiu qu cho t chc. Nhng vn ny s
c trnh by trong chng 2.

CU HI N TP
1. H thng l g ? Hy m t cc yu t to thnh h thng. Trong , yu t no quan trng nht ?
2. Phn bit h thng m v h thng ng v cho v d. H thng thng tin trong t chc l h
thng m hay ng, v sao ?
3. Suy ngh h thng l g ? Hy trnh by 4 tc ng c bn trn cc mi quan h trong h thng.
4. S tc ng gia mi trng v t chc c th hin nh th no ?
5. Vai tr ca mi trng i vi t chc l g ?
6. Phn bit mc ch, mc tiu v tin trnh ca t chc, v mi quan h gia chng.
7. Hy cho bit cc loi ngun lc cho tin trnh. Thng tin l loi ngun lc g ?
8. Nu khng c tin trnh qun l th t chc c tn ti lu di c khng ? v sao ?
9. Hy cho bit cc vai tr ca ngi qun l trong t chc, v vai tr no l c bn nht.
10. Hy trnh by phung php lun gii quyt cc tnh hung (vn ) ca ngui qun l, v vai tr
ca ngi qun l trong vic phi hp cc ngun lc gii quyt vn .
11. Thng tin v h thng thng tin tr gip c g trong qu trnh gii quyt vn ?
12. Hy cho bit nhu cu thng tin khc nhau ca cc nh qun l cc cp khc nhau. V sao c s
khc bit ny ?
13. Hy phn bit thng tin v d liu. C s d liu l b phn lu tr d liu cho t chc, n khng
c thit k cho mc ch lu thng tin, v sao ?
14. Hy cho bit ngha thit thc ca thng tin v h thng thng tin i vi t chc.
15. Hy cho bit cc x l c bn trn d liu v thng tin. Khi x l bin i mt vi ni dung d
liu thnh thng tin th c tnh ca thng tin ny c g khc so vi d liu to ra n ?

CHN CU TR LI NG
16. Quy trnh bn hng ca mt h thng bn hng ti ca hng gm 4 bc a,b,c,d nh sau y.
Hot ng no khng thuc v h thng bn hng ca ca hng ?
a. Xc nh yu cu mua hng ca khch hng
b. Tm hng trong kho
c. Kim tra hng trc khi mua hng
d. In bin lai thu tin
17. Pht biu no sau y th hin cch suy ngh c h thng
a. ATM x l t ng ha cc giao dch thanh ton tin cho doanh nghip
23
b. ATM l phng tin qun l tin ng tin cy cho ngi s dng
c. ATM rt ngn thi gian x l cc giao dch cho t chc
d. ATM tit kim chi ph giao dch cho c c nhn ln t chc
18. ra quyt nh, cc nh qun l cn c .
a. Dng vt cht, dch v
b. Dng tin t
c. Dng thng tin, d liu
d. C a, b v c
19. Nhng g sau y khng phi l ngun lc c s dng trc tip cho cng vic
a. Quy trnh sn xut
b. n chiu sng ti ni lm vic
c. Trang b bo h lao ng
d. Tin lng
20. Hoch nh, gim st, iu khin, o lng l nhng vai tr c bn ca
a. Ngi qun l i vi nhn vin thuc cp
b. Tin trnh qun l i vi tin trnh sn xut
c. Ngi kim sot vin c giao nhim v ny
d. Ngi nhn vin i vi cng vic

TI LIU THAM KHO
1. Information Systems Concepts, Raymond McLEOD, Prentice Hall, 1994.
2. Modern System Analysis and Design, Jeffrey A.Hoffer, Joey F.George, Joseph S.Valacich,
Addition Wesley, 2002. Chng 4.
3. A Guide to The Project Management Body of Knowledge, Project Management Institute (PMI),
2003.
24
Chng 2:
H THNG THNG TIN QUN L
H thng thng tin qun l l h thng thu thp, x l, lu tr v phn phi thng tin h tr ra
quyt nh, phi hp hot ng, v iu khin cc tin trnh trong t chc. l mt h thng cc
knh thng tin bin i d liu (hoc thng tin tng qut) thnh thng tin hu ch v phn phi cho
tng i tng s dng.
Trong chng 1, chng ta bit thng tin l mt loi ngun lc c bit quan trng trong t chc;
ngi qun l cn thng tin hoch nh v iu khin tt c cc tin trnh trong t chc, gip cho
t chc tn ti v pht trin trong mi trng hot ng ca n. Thng tin tr gip ngi qun l
doanh nghip hiu r th trng, nh hng cho sn phm mi, ci tin t chc v cc hot ng sn
xut kinh doanh ca t chc. Cc h thng thng tin da trn my tnh (computer based information
system, CBIS) vi u th t ng ha x l cng vic da trn khoa hc qun l, khoa hc t chc v
cng ngh thng tin (x l v truyn thng) ngy cng mang li nhiu li ch thit thc cho t
chc trong mi hot ng, t cc cng vic n gin lp li hng ngy cho n cng vic pht hin
vn v gii quyt vn . Trong chng ny, chng ta s tm hiu v cc vn c bn ca h
thng thng tin qun l: s hnh thnh, c ch vn hnh, cc loi h thng thng tin v ch li ca
chng i vi t chc.
2.1 S HNH THNH H THNG THNG TIN QUN L TRONG T CHC
T chc l mt h thng, v h thng thng tin qun l l mt h thng con trong t chc. H thng
thng tin c hnh thnh t nhu cu qun l t chc; n thu thp v cung cp thng tin cho ngi
qun l iu khin cc hot ng to ra gi tr ca t chc.
2.1.1 Vai tr ca dy chuyn sn xut
T chc l mt h thng m tn ti trong mi trng bng sn phm hoc dch v to ra t cc x l
bin i u vo (nguyn liu, nhin liu, nhn lc,..) nhn c t mi trng thnh sn phm
chuyn ra mi trng, c minh ha trn hnh 2.1. Gi tr to ra t t chc c thc hin trn dy
chuyn sn xut, gm cc hot ng tm kim mua nguyn vt liu t cc nh cung cp, sn xut ch
bin ra sn phm, phn phi sn phm n cc ca hng v bn cho khch hng thu hi vn.
Nhng vn chnh trn
dy chuyn sn xut l:
cn phi sn xut ra sn
phm no, vi s lng
bao nhiu v n phi tha
mn iu kin g (v d:
chi ph, thi gian p ng
cho th trung, tiu chun
cht lng,) th trng chp nhn. Nhng vn ny phn ln ph thuc vo c tnh ca mi
trng m t chc vn hnh (nhu cu ca th trng i vi sn phm, gi c i vi nguyn vt liu
hoc iu lut t chnh ph); y l nhng yu t khch quan i vi cc d tnh ca t chc. S cn
bng gia cung v cu l yu t c bn gip t chc tn ti lu di; n lm pht sinh nhu cu qun l
Nhn Inputs t
mi trng
Bin i Inputs
thnh Outputs
Chuyn Outputs
ra mi trng
H thng (m)
Mi trng
Hnh 2.1 T chc l mt h thng m trong mi trng
25
hot ng sn xut bng vng hi tip cn bng gip cho t chc iu chnh kp thi cc sn phm
dch v cho ph hp vi yu cu t mi trng.
2.1.2 Vai tr ca vng hi tip
c tnh ca outputs (nh s lng v cht lng sn phm) quyt nh gi tr m h thng to ra cho
mi trng, v vy cc nh qun l c gng duy tr cc outputs sao cho chng lun lun ph hp vi
mi trng. Nhng yu cu t quy lut khch quan ca mi trng v nhng yu cu qun l trong
ni b ca t chc c cc nh qun l rt kt li thnh cc chun (l nhng g m t chc cn phi
t c hoc vt tri) iu khin t chc theo c ch hi tip. Vng hi tip s dng tc ng
hi tip cn bng duy tr tnh cht ca outputs cho ph hp vi cc chun quy nh trc, uc
minh ha trn hnh 2.3. Trn vng hi tip, s liu o ca outputs c chuyn n b phn iu
khin so snh vi chun, v t kt qu so snh ny, cc mnh lnh c ban hnh iu chnh
cc hot ng x l c c outputs hp chun.
Ta hy xem v d ng dng
vng hi tip ca nh hng
bn thc n nhanh Hoosie
Burger m t trong hnh
1.2 chng 1. Vn phng
iu tit lng thc n by
bn mi ngy cho ph hp
vi mc nhu cu tiu th
thc n ca khch hng
trnh lm d tha thc n
khng tiu th ht, bng
cch so snh mc tn
kho thc t vi mc tn kho chp nhn c (mc chun). Nu mc tiu th t hn mc lm ra th
mc tn kho ca thc n lm ra s cao hn mc chun, khi vn phng s quyt nh gim bt
lng thc n lm ra. Khi nhu cu tiu th thc n nhiu hn bnh thng lm mc tn kho nguyn
liu gim di mc chun, vn phng s t mua thm nguyn liu.
2.1.3 Vai tr ca b phn x l thng tin
Vai tr ca b phn x l thng tin c m t trong hnh 2.4. Vng hi tip c ci tin a vo
b phn x l thng tin (c th l my tnh v/hoc con ngui) gi vai tr chuyn d liu thu thp t
dy chuyn sn xut v thng tin / d liu t mi trng bn ngoi thnh thng tin hu ch gip
ngi qun l ra quyt nh thit thc cho cc hot ng ca t chc. Nh vy, vng hi tip ny
mang 3 loi ti liu khc nhau: d liu, thng tin v quyt nh.
D liu c vai tr phn nh mt cch trung thc nhng g ang tn ti, v cc s kin ang din ra
trong t chc. D liu c thu thp trong ni b t chc v mi trng gip ngi qun l nhn
thc y v hin trng ca t chc v mi trng t pht hin ra cc vn ang tim n.
Nh vy, d liu l nguyn liu c bn to ra thng tin.
Thng tin c to ra t vic phn tch, tng hp, trch lc d liu lin kt hin trng vi bi ton
m ngi qun l ang quan tm gii quyt. Thng tin hu ch cho bi ton l thng tin c th a
Nhn Inputs t
mi trng
Bin i Inputs
thnh Outputs
Chuyn Outputs
ra mi trng
So snh &
iu khin
Hnh 2.3 Vng hi tip
S liu o Mnh lnh Mnh lnh
Chun
Vng hi tip
26
n mt vi phng n
kh thi, v ni dung c
tnh thuyt phc cao
(c to ra t cc
phng php lun hoc
t duy, suy din c c
s khoa hc, nh suy
lun logic, tnh ton
thng k, d bo da
trn mu o,) lm
c s xem xt, nh
gi, quyt nh chn
la gii php ng n
cho cc vn cn gii quyt. Nh vy, thng tin l nn tng to ra cc quyt nh.
Quyt nh l ni dung ch th cho cc hnh ng hoc chin lc thc hin c th sau khi ngi
qun l chn gii php cho vn cn gii quyt, nhm bin nhn thc thnh hnh ng thc
t. Nh vy quyt nh l kt qu x l thng tin ca ngi qun l, n gn kt trch nhim, quyn
hn ca ngi qun l vi vn cn gii quyt v ngun lc gii quyt cho vn .
Cc chun v quy tc c ban hnh nh l nhng rng buc cn tun th, p dng cho c vic ra
quyt nh ln x l thng tin. Da trn cc chun v quy tc, b phn x l thng tin tr gip x l
mt phn cng vic gii quyt vn nh i chiu gia chun v kt qu thc t pht hin vn
, hoc khuyn ngh cc phng n gii quyt vn tha mn cho cc chun. Chun, ngi qun l
v b phn x l thng tin l ba thnh phn quan trng nht hp thnh h thng thng tin qun l. H
thng ny l h nim (conceptual system) trong d liu, thng tin v quyt nh l phng tin
ngi qun l nhn thc v tc ng ln th gii thc (h vt l -physical system, gm nhng g
v ang din ra trong thc t).
Khi t chc pht trin gia tng kch thc
th nhu cu x l thng tin cng tng cao
lm cho b phn x l thng tin cng gia
tng v kch c, do n thng c
phn chia chuyn mn ha nh ti chnh,
kinh doanh v sn xut (Hnh 2.5). S phn
chia chc nng ny gip cho t chc s
dng c d dng ngun lc chuyn mn
trong x hi (nh sinh vin mi tt nghip
i hc, pht minh-sng ch, dy chuyn
cng ngh, ).
Hu ht cc t chc u cn tin hot
ng, do chc nng qun l ti chnh
c thit lp phng ti chnh k ton
ca t chc. Ngun ti chnh (tin) c
nhn t nh ti tr (chnh ph), nh u t
Hnh 2.5 Cc chc nng qun l ca t chc
Ngun ti
chnh
Khch hng
Nh cung
cp
Chc nng k
ton ti chnh
Chc nng tip
thi bn hng
Chc nng
sn xut
Tin
Thng tin
Sn phm
Nguyn liu
T
h
n
g

t
i
n

T
i
n

T
h
n
g

t
i
n

S
n

p
h
m

T
i
n

Hnh 2.4 B phn x l thng tin trong h thng
Nhn Inputs
t mi trng
Bin i Inputs
thnh Outputs
Chuyn Outputs
ra mi trng
Ra quyt
nh
X l
thng tin
Chun
& quy tc
Quyt nh Thng tin
nh
D liu
Rng buc
27
(ngn hng) hoc khch hng (mua-bn). Phn ln kinh ph hot ng ca t chc c ly t khch
hng qua chc nng tip thbn hng. Da trn nhu cu ca khch hng, nguyn vt liu c mua
v t cc nh cung cp, ch bin thnh sn phm hng ha trong cc phn xng sn xut bn cho
khch hng. V vy yu cu i vi sn phm, sn phm/dch v c cung cp v cht lng ca
chng thung c dng thit lp cc chun trong t chc (nh ISO9001-2000).
Cc h thng thng tin qun l c xy dng v duy tr trong t chc bng cch cng thm gi tr
vo cc tin trnh to mi, sn xut v h tr sn phm & dch v ca t chc, to thnh dy chuyn
to ra gi tr cho t chc (Organisational Value Chain, hnh 2.6).

Gi tr cng thm ca h thng thng tin qun l (cc hot ng h tr) l n gip cho t chc nhn
thc c im mnh, im yu trong chui cc hot ng to ra sn phm dch v (cc hot ng c
bn), thit lp gii php tt hn t s nhn bit v cc loi ngun lc c sn bn trong ln bn
ngoi t chc, nh la chn nh cung cp, nghin cu ng dng cng ngh tin tin ca th gii, ci
tin sn phm & tin trnh, qun l ngun nhn lc v t chc iu hnh.
Theo quan im hin i, mt h thng thng tin qun l l mt gii php qun l c t chc da trn
cng ngh thng tin gip cho t chc ng u vi nhng thch thc t mi trng. Mc d
cng ngh thng tin hin i mang n cho t chc nhiu gi tr
to ln nh gim chi ph nhn cng, cung cp dch v tc thi
(p ng nhanh), lin lc (24 gi mi ngy) trn phm vi ton
th gii (mng Internet), cc tin trnh qun l vn phi da trn
nn tng l kin thc t chc v kin thc qun l. Do , h
thng thng tin qun l c thit lp da trn ba lnh vc kin
thc: t chc, qun l v cng ngh thng tin (hnh 2.7).
Kin thc t chc: Nh cp n trong chng 1, t chc
l mt nhm ngun lc uc thit lp v mt mc ch c th
gn lin vi s tn ti ca t chc. Nhng nhn t chnh gp
phn duy tr t chc l con ngi, cu trc, quy trnh, chnh
sch v nn vn ha ca t chc. T chc phi hp cc cng
Hnh 2.6 Dy chuyn to ra gi tr cho t chc
L
i

n
h
u
n

H
o
n
g

c
h
n
h

H
o
n
g

h

t
r

iu hnh
(qun l k ton, ti chnh,hoch nh chin lc)
Qun l nhn lc
(B tr cng tc,hun luyn, pht trin nhn lc)
Pht trin cng ngh
(Nghin cu ng dng, ci tin sn phm v tin trnh)
Mua sm
(La chn nh cung cp, mua nguyn liu, my, thit b)
Thu mua
(Qun l nguyn
liu & kho)
Phn phi
(Phn phi thnh
phm)
Vn hnh
(Sn xut, lp t,
kim th)
Tip th & bn
(Qung co, nh
gi, khuyn mi)
Dch v
(Ci t, sa
cha)
Hnh 2.7 Kin thc nn ca
h thng thng tin qun l
H thng
thng tin
Q.L
T chc
Qun l
Cng ngh
28
vic bng cu trc phn quyn v nhim v cho nhng ngi thuc t chc, v cc quy tc qun
l th hin trn chnh sch v quy trnh p dng trong t chc. Cc quy tc qun l c rt kt
t kin thc, kinh nghim qun l t chc trong mt khong thi gian di nhm hung dn ngi
nhn vin thc hin tt cc cng vic ca t chc. Nhng quy tc ny c ph bin trong t
chc bng cc knh thng tin hnh thc (vn bn) hoc phi hnh thc (truyn ming). cho cc
quy tc qun l ngy cng hiu qu, cc t chc c thm h thng qun l kin thc gm nhng
chuyn vin h thng (systems specialists) v nhng ngi nhn vin lm vic bng tr tu nh
th k, tr l,.. gi chung l knowledge workers.
Kin thc qun l: Nhng ngi qun l l nhng ngi ra quyt nh trong phm vi quyn hn
v trch nhim c giao, h rt cn nhn thc r v nhng c hi v thch thc pht sinh t
thc t a ra quyt nh (mnh lnh) thit thc cho t chc nh: thit lp cc chin lc pht
trin ngn v di hn hin thc ha mc ch, cp pht ngun lc (nhn lc, ti chnh,)
thc hin k hoch, phi hp cc hot ng x l cng vic v th hin vai tr lnh o trong t
chc. Vai tr v trch nhim ca ngi qun l thay i nhiu mc qun l khc nhau: Ngi
qun l cp cao nht quyt nh cc chin lc di hn v sn phm v dch v, ngi qun l
cp trung gian s dng ngun lc ca t chc trin khai thc hin cc k hoch v chng trnh
hnh ng c ban hnh, ngi qun l cp vn hnh gim st cc hot ng din ra hng
ngy. Mi vai tr qun l trong t chc quyt nh tnh cht ca cc loi thng tin tr gip tng
ng sng to ra cc gii php hu hiu cho t chc.
Kin thc cng ngh: Ngy nay, cng ngh thng tin l cng c c lc m ngi qun l s
dng gii quyt vn . Cng ngh thng tin l s ng dng cng ngh vo trong vic x l
thng tin; l kin thc khoa hc v kinh nghim trn th gii c tch hp trong cc quy trnh
x l, phn cng, phn mm, mng my tnh t ng ha cc x l trn d liu v thng tin.
Phn cng l thit b vt l tr gip nhp liu, lu tr, ch bin d liu v kt xut ra thng tin
nh CPU, bn phm, mn hnh, my in, da v thit b mng. Phn mm l mt tp lnh iu
khin phn cng bin i d liu thnh thng tin hu ch cho vic ra quyt nh. C s h tng
cng ngh thng tin (IT infratructure) l h thng phn cng, phn mm, mng my tnh dng
chia s cc ngun ti nguyn chung ca t chc, nh d liu, hnh nh, m thanh, phim, thit b
chuyn dng, chng trnh. C s h tng cng ngh thng tin vi u th x l nhanh, chnh xc,
hot ng lin tc v cung cp dch v trn phm vi rng nh mng Internet, l nn tng l tng
xy dng cc h thng thng tin qun l.
2.1.4 Vai tr ca cc chun (standards) v quy tc qun l (business rules)
Chun l cc iu kin (yu cu v kt qu d kin) i vi cng vic, c ph bin trc khi cng
vic tin hnh, ngi qun l c th nh gi c mc hon thin ca cc cng vic hoc
ang thc hin. Cc chun cn l c s ngi qun l thit lp k hoch thc hin, thit lp cc
chnh sch qun l, c tnh ngun lc, nh gi thc trng nng lc v hiu qu lm vic ca t
chc.
Cc tiu chun cho cng vic c hnh thnh khi chi tit ha mc tiu ca t chc thnh cng vic,
theo 5 kha cnh S.M.A.R.T.
29
(S)pecific: cng vic c th hin mt cch chi tit v cch thc hin, yu cu v rng buc; da
trn cht lng, thi gian, chi ph, v phng php thc hin c chp nhn.
(M)easurable: c th o lng c mc hon thnh cc cng vic (theo khi lng, phn
trm, t l hon thnh) da trn mt vi phng php o c cng nhn. Thc o mc
hon thnh cng vic l c s ngi qun l iu khin tin hon thnh cng vic.
(A)ttainable: cng vic c tnh kh thi, tc l n c th tha mn c (hoc vt mc) yu cu
trong thi hn cho php vi ngun lc hu hn c cp pht cho cng vic (nh s ngi thc
hin, kinh ph, thng tin tr gip,).
(R)easonable: cng vic phi c ngha thc t v hp l i vi t chc.
(T)imely: thi hn hon thnh cng vic (c kt qu chuyn giao).
Quy tc qun l l nhng quy nh cn thit cung cp nhng hng dn c th cho tng hnh ng
(hoc khng hnh ng) gii quyt tnh hung - vn , v khng cho php lm khc. Cc quy tc
qun l gn lin vi quy trnh theo ngha chng hng dn hnh ng nhng khng n nh trnh t
thi gian. Quy tc qun l v quy trnh l kin thc, kinh nghim lm vic m t chc rt kt c
trong qu kh p dng trong tng lai, gip cho t chc trnh c nhng sai lm gp. Cc quy
tc qun l hng dn cho ngi nhn vin trong nhiu cng vic, t vic vit mt ha n bn hng
n vic gii p khiu ni. Hu ht cc quy tc qun l u c vit trn giy (mang tnh hnh
thc), nhng cng c th l kinh nghim lm vic khng vit thnh vn bn (phi hnh thc) nh cch
ng x vi cc cuc gi in thoi t khch hng. Quy tc qun l l c s thit lp cc tin trnh
x l trong h thng thng tin qun l.
2.2 CC THNH PHN CA H THNG THNG TIN QUN L
2.2.1 Nhn h thng theo chc nng
nh ngha cc cng vic m h thng cn lm v xc nh cc x l tng ng. Mt cch tng qut,
h thng thng tin qun l gm c 5 thnh phn:
a) B phn thu thp thng tin, lin kt vi ngun pht sinh d liu (source) nh khch hng (n
t hng, tin thanh ton cho ho n), quy bn hng (s lng giao dch mi ngy, tin thu mi
ngy), Cc thng tin a vo h thng mang cc s kin hoc biu hin ca nhng vn m
h thng cn phi x l hoc theo di trong thi gian di.
b) B phn kt xut thng tin, lin kt vi ni s dng thng tin (sink), nh ngi qun l (nhn
bo co thng k doanh thu, bo co tin thc hin), cc h thng khc (h thng qun l n
t hng cung cp cc n t hng hp l cho h thng qun l kho lp phiu xut kho). Cc
thng tin kt xut t h thng l nhng thng tin mang ngha thit thc gip cho ngi qun l
ra quyt nh ng.
c) B phn x l c th l con ngi (tin hnh cng vic), my tnh (thc thi phn mm); cc hot
ng x l u da trn chun, quy trnh v quy tc qun l ca t chc.
d) B phn lu tr l ni lu tr thng tin, d liu chia s hoc s dng li sau ny, nh t cha
h s cng vn hoc c s d liu trn my tnh.
e) B phn truyn nhn tin gi nhn thng tin gia cc thnh phn trong h thng. Ngy nay vic
trao i thng tin khng ch dng phm vi trong ni b t chc; m qua mng my tnh hoc
30
mng vin thng ni chung, h thng thng tin c c nng lc ph bin hoc thu thp mt khi
lng thng tin khng l trn phm vi ton th gii.
2.2.2 Nhn h thng theo cu trc vt l
nh ngha ngun lc (chng loi v mc ) cn thit cho h thng n p ng c nhu cu
thng tin ca t chc, gm:
a) Con ngi, th hin qua nng lc chuyn mn i vi cc cng vic lm trong h thng.
b) Quy trnh, th tc x l th hin mc ti u trong cch x l thng tin trong t chc.
c) Phn mm, th hin nng lc bin i d liu a vo my thnh thng tin hu ch qua cc
chc nng ca n, cng nh mc t ng ha cc x l ca h thng thng tin.
d) Phn cng, thit b nh tc x l ca CPU, dung lng ca da cng, bng thng ca mng
my tnh, Phn cng cn phi c kh nng x l khi lng d liu ln trong khong thi gian
ngn cung cp y v kp thi thng tin cho ngi s dng.
e) Mng my tnh, th hin kh nng lin kt thng tin gia cc thnh phn trong h thng.
f) Thng tin v d liu c.
2.3 C CH VN HNH CA H THNG THNG TIN QUN L
M hnh tng qut cho h thng thng tin gm 3 khi : h ra quyt nh (nhng ngi qun l t
chc), h tc nghip (thc hin trn dy chuyn sn xut) v h thng tin (lin lc gia h ra quyt
nh v h tc nghip).
H thng c th vn hnh theo chu k ng (hnh 2.8 a) hoc chu k m (Hnh 2.8. b) hoc kt hp c
hai c ch ny.

Trong c ch vn hnh theo chu k ng, cc dng thng tin hoch nh, iu khin (2) v gim st,
o lng (1) u c thit lp trn cc knh thng tin ni b m khng c s tham gia ca mi
trng. Nh vy, ngun thng tin din t cho cc tc ng gia t chc vi mi trng ch t h tc
nghip.
Trong c ch vn hnh theo chu k m, h ra quyt nh nhn bit cc thay i t mi trng (1) nh
h thng tin chuyn n ra quyt nh iu khin h tc nghip (2). C ch vn hnh ny c s
tham gia ca cc i tng thuc mi trng bn ngoi t chc nh khch hng, chnh ph, i th
H thng tin
qun l
H tc nghip
H ra quyt nh
M
i

t
r
n
g

(2)
(1)
H tc nghip
H ra quyt nh
M
i

t
r
n
g

(2)
(1)
Hnh 2.8 C ch vn hnh ca httt theo chu k ng (a) v chu k m (b)
(a) (b)
H thng tin
qun l
31
cnh tranh; ngi qun l c th o lng c tc ng gia t chc v mi trng bn ngoi trong
bi cnh ton cc, v qua nh gi ng nng lc ca t chc trong mi trng.
2.4 PHN LOI CC H THNG THNG TIN QUN L
2.4.1 H x l giao dch (Transaction Process Systems, TPS)
Mt giao dch l mt yu cu pht sinh cn phi c gii quyt theo quy tc qun l ca t chc. H
x l cc giao dch (hay cn gi l h thng x l d liu, Data Processing System) l h thng da
trn my tnh tr gip thc hin v ghi vt cc tc v hng ngy ca t chc, nh x l yu cu t
hng, t ch trong khch sn, tr lng, giao nhn, tnh cc,Mc ch chnh ca cc TPS l
thc hin t ng cc cng vic x l d liu thng lp li nhiu ln, v duy tr tnh ng n v tc
thi (up-to-date) cho cc h s (hoc c s d liu) v cc tc v thc hin. Cc cng vic chnh
ca TPS l nhn d liu (nhp liu hoc nhn t h thng x l t ng khc), lu d liu vo c s
d liu, tnh ton hoc thao tc trn d liu theo cc quy tc qun l, v pht sinh cc bo co thng
k. Cc cng vic nhp liu c thc hin ngay khi c mt giao dch pht sinh (bt k lc no), v
cc bo co thng k c pht hnh theo nh k (mi ngy, mi thng,).
Hnh 2.9 m t mt h thng phn phi bn hng l mt h thng TPS. D liu t khch hng nh
yu cu t hng (tn, a ch, tn hng, s lng, ngy) c kim tra tnh hp l v lm c s cho
cc hot ng xut kho, lp ha n v thu tin. D liu pht sinh cc x l quan trng (xut kho,
thu tin) c a vo c s d liu tng ng (cng n, tn kho) lp bo co qun l.

Trong h thng TPS, cc yu cu cng vic v ngun lc thc hin c nh ngha sn, t thay
i v c tnh cu trc cao (bit r cch thc hin ti u), do cc cng vic thng c t chc
thc hin theo quy trnh: quy trnh thay th ngi qun l hng dn nhn vin thc hin cng vic
mt cch nht qun v c kim sot trong t chc. H thng TPS cn gi vai tr quan trng l cung
Hnh 2.9 H thng phn phi bn hng
Khch hng
Ngi qun l
Nh kho
1.0
Nhn yu
cu
Yu cu
t hng
2.0
Xut kho
3.0
Lp ha
n
4.0
Thu tin
Yu cu b t chi
H
n

T
i
n

t
r

Ha n
5.0
Lp bo
co
Yu cu hp l
D liu hng xut
Y
u

c
u

x
u
t

k
h
o

D

l
i
u

h
n
g

x
u
t

(
H
n
g
)

(Hng) (Hng)
(
H
n
g
)

Cng n Tn kho
Tin n,
tin tr
S lng
hng xut
Doanh thu
bn hng
Tr gi
hng xut
Bo co bn hng
32
cp d liu cho cc h thng qun l khc nh h thng thng tin qun l, h thng h tr ra quyt
nh.
Cc h thng TPS da trn my tnh c cc c tnh chung nh sau:
Lin kt cht ch vi cc chun v quy trnh chun. Cc x l t ng ca TPS ch thc s hiu
qu khi chng c ti u ha v thng nht trong t chc. Do , cc x l ny cn phi da
trn quy tc v quy trnh ban hnh trong t chc, hoc ngc li, cc quy tc v quy trnh phi
c thit k ti u ha cho cc x l ny.
Thao tc trn d liu chi tit. Cc mu tin c to ra t TPS cn phi m t cc hot ng ca
t chc mt cch chi tit gip t chc nhn thc c y nhng g din ra v qua t
chc c th pht hin v nh ngha vn ang tn ti.
D liu trong TPS din t ng nhng g xy ra (khng d bo hoc khuyn ngh).
Ch cung cp mt vi thng tin qun l n gin, nh tng doanh thu trong thng, mc
tng/gim doanh thu thng hin ti so vi thng truc. Cc thng tin ny c to ra t cc cng
thc bin i d liu n gin tt c mi ngi d dng hiu v s dng ng. Nhng thng
tin kt xut t cng thc phc tp ch s dng c trong phm vi chuyn mn hp do b gii hn
kh nng s dng li trong ton b t chc.
2.4.2 H thng thng tin qun l (Management Information Systems, MIS)
H thng thng tin qun l (MIS) ca mt t chc l mt h thng gm cc knh thng tin hnh thc
v phi hnh thc cung cp thng tin qu kh, hin ti v d kin cho ngi qun l v ngi tha
hnh, k c mi trng bn ngoi ca t chc (nh chnh ph). N cung cp thng tin cn thit v tc
thi cho tng i tng s dng. Thng tin cn thit cho ngi qun l t chc gm thng tin m t
triu chng hoc vn cn gii quyt, v thng tin tr gip tm li gii cho vn (cc gii php
cho cc vn tng t, hoc phn tch SWOT). Trong khi nim ny, MIS gm cc knh phn phi
ti liu hoch nh v cc knh thng tin t pht gii quyt nhanh mt vi vn c bit ca t
chc. Nhng yu t thuc mi trng nh khch hng, nh cung cp, nh u t v chnh ph u c
th chia s thng tin t h thng (tr i th cnh tranh !). Nh vy, MIS hng n h tr thng tin
ton din cho tt c nhng ai cn v c php s dng thng tin ca t chc.

Hnh 2.10 M hnh cu trc h thng thng tin qun l trong ni b t chc
H TPS
bn hng
H TPS
kho vt t
H TPS
thu chi
H s
yu cu
H s
sn phm
H s
chng t
D liu
bn
D liu
sn phm
D liu
thu chi
P
h
n

t
c
h
,

t
n
g

h
p

t
h
n
g

Bo co
Truy vn
Cc h thng TPS
H thng MIS
33
Hnh 2.10 m t mt h thng MIS tng hp v lp bo co v cc hot ng c bn trong t chc
da trn cc knh thng tin hnh thc. Ngun cung cp d liu ni b cho MIS l t cc h thng
TPS. Cc loi d liu bn hng, sn phm, thu chi t cc TPS c a vo CSDL ca MIS, v c
chuyn i (phn tch, tng hp) thnh thng tin cn thit cho ngi qun l bng cc phn mm
cung cp cc chc nng bo co hoc truy vn.
MIS c th c phn chia theo chc nng thnh cc h thng con nh tip th-bn hng, iu hnh
sn xut hoc k ton thng k; tuy nhin s phn chia ny ch tr gip chuyn mn ha cc ngun
lc ca t chc. ra mt quyt nh trong mt phm vi chc nng no , ngi qun l cn phn
tch, tng hp thng tin ly t nhiu chc nng khc nhau ch khng gii hn trong mt chc nng,
v d: thit lp chnh sch chm sc khch hng tt (phn h tip th-bn hng), ngi qun l cn
phi cn i gia mc lm tha mn yu cu khch hng (phn h iu hnh sn xut) vi chi ph
thc hin (phn h k ton thng k). Vn ny s c gii thch r hn trong chng 7.
2.4.3 H h tr ra quyt nh (Decision Support Systems, DSS)
H thng h tr ra quyt nh (DSS) l mt h thng thng tin da trn my tnh tr gip mt hoc
mt nhm ngi gii quyt vn bn cu trc (semi-structured problems) hoc khng cu trc (un-
structured problems), l nhng vn khng c phng php khoa hc chc chn gii quyt trn
vn, m phn ln phi da vo kinh nghim phn on ca cc chuyn gia.
Gii php cho vn bn cu trc c thc hin bng hai ngun lc: my tnh tr gip gii quyt
phn cu trc ca vn v phn khng c cu trc c gii quyt da trn kinh nghim ca ngi
qun l. V d: b nhim nhn s vo 1 chc v, nh qun l thng phn tch nng lc cn thit
cho chc v thnh nhng tiu chun c th o lng c (bng cp, sc khe, thm nin, tn nhim
ca tp th,) v nh gi mc quan trng ca mi tiu chun i vi chc v (phn khng cu
trc); my tnh s i chiu nng lc thc t ca tng ng c vin vi nng lc yu cu ca chc v,
cho im v xp hng cc ng c vin theo cng thc (phn c cu trc), da trn bng xp hng ny
ngi qun l c th ra quyt nh chn la cui cng.
Tuy DSS v MIS u hng n vic h tr cho ngi qun l ra quyt nh, nhng gia MIS v
DSS c nhiu im khc bit nh sau:
DSS h tr gii quyt vn ca mi c nhn (hoc mt nhm), trong khi MIS h tr thng tin
cho mi vai tr (chc danh, nhim v) trong h thng qun l. Vn m DSS gii quyt l tr
gip cho mi ngi qun l ra quyt nh theo tnh hung (b nhim cho mt chc v, chn d
n u t, quyt nh khuyn mi,..), cn cc vn m MIS gii quyt l tr gip chung cho
mi vai tr qun l (phng nhn s, phng ti chnh, phng tip th,..).
DSS tr gip trc tip gii quyt vn , MIS ch tr gip gin tip cho vic gii quyt vn :
Kt xut ca DSS l gii php, kt xut ca MIS l thng tin tm phng n.
DSS h tr ngi qun l trong sut qu trnh gii quyt vn , t khi nhn thc vn cho n
khi c gii php hon chnh.
DSS tp trung h tr gii quyt cc bi ton bn cu trc, cn MIS gii quyt nhu cu s dng
thng tin cho tt c cc loi bi ton.

34
Hnh 2.11 m t tng qut h thng DSS da trn cc h TPS v MIS trong t chc.

1) C s d liu DSS (DSS database): d liu ca DSS c c trch lc t TPS hay MIS din
t cho nhng s kin lin quan n nhng vn ang cn gii quyt.
2) Kho m hnh ca DSS (DSS Modelbase): M hnh l mt dng d liu c bit dng m t khi
qut cc c trng quan trng nht ca cc s kin, vn m khng cn phi din t li ton b chi
tit, nh m hnh d bo hi quy tuyn tnh, m hnh lm mu th, m hnh sn phm. Gi tr ca m
hnh l gim bt chi ph nghin cu hoc m t chi tit cho cc vn . Tng t nh database,
modelbase lu tr cc m hnh thng k, ti chnh, ton hc m DSS s dng thc hin t ng
nhiu phn tch khc nhau trn vn tm li gii.
3) B my suy din (Knowledge Engine): L c ch suy din (reasoning) da trn cc quy tc (rules)
v s kin (facts) bit (t database, knowledgebase v modelbase). My tri thc tr gip thu thp
lu tr v s dng tri thc h tr t ng ho vic phn tch, suy din, tng hp cc s kin hng
n gii php cho vn .
4) Khi giao tip ngi-my (User Interface): DSS c s dng theo cch tung tc ngi my
mc cao v gii php cho cc bi ton bn cu trc cn c tinh chnh tng bc t pha ngi s
dng. S giao tip ngi my cng thun tin bao nhiu th hiu qu ca DSS cng cao by nhiu.
5) Ngi s dng (DSS Users): Ngi s dng ca DSS ng vai tr cung cp kin thc, hoc ra cc
quyt nh cho h thng (tinh chnh gii php, chn cch gii quyt) trong sut qu trnh tm kim
gii php.
2.4.4 H thng tin iu hnh (Executive Information Systems, EIS)
EIS, hay cn gi l ESS (Executive Support System) l mt dng DSS c bit chuyn dng phn
tch thng tin quan trng i vi hot ng ca t chc v cung cp cc phng tin h tr ra quyt
nh chin lc cho nhng nh iu hnh cp cao nht (CEO).
EIS khng nhng cung cp thng tin ton din v hiu qu v nng lc ca t chc m cn phn nh
cc hot ng ca cc i th cnh tranh, th hiu ca khch hng v nng lc ca cc nh cung cp.
EIS thc hin bng cch theo di cc s kin v din bin bn trong v bn ngoi t chc v chuyn
cc thng tin ny n nh iu hnh di dng thng tin tng qut. V d: CEO s dng EIS xem
Hnh 2.11 M hnh tng qut ca h thng h tr ra quyt nh
C s d
liu DSS
Kho m
hnh DSS DSS
TPS
MIS
H tri thc
B
y

s
u
y

d
i
n

K
h
i

g
i
a
o

t
i
p

Ngi
s
dng
h
thng
DSS

Vn
Gii php
35
lt qua cc hot ng bun bn theo sn phm, khu vc, thng, th trng ca t chc ln cc i
th cnh tranh.
Nu pht hin c vn , CEO s dng cng c Data drill down (khai khong d liu) tm hiu
chi tit hn. Da vo phng tin ny, cc vn (hay tn hiu nguy c) pht hin mc khi qut s
c lm sng t dn tng mc qun l thp hn, gip CEO xc nh chnh xc nhng vn c
th no cn phi gii quyt tng mc qun l.
Khc vi DSS, EIS ch cung cp thng tin tr gip CEO nh v chnh xc nhng vn cn gii
quyt mi mc qun l cp thp hn m khng cn a ra gii php chi tit cho vn .
Cc c im chung ca cc h thng EIS l:
c s dng trc tip t cc CEO
Din t thng tin dng ha, bng, hoc vn bn tm tt (tnh khi qut cao).
Truy xut thng tin trong phm vi rng c bn trong ln bn ngoi t chc
Cung cp cng c chn, trch lc, v ln theo vt cc vn quan trng, t mc qun l cao
xung mc qun l thp.
2.5 LI CH CA H THNG THNG TIN QUN L
S pht trin nhanh ca mng my tnh (mng Internet) v nng lc tnh ton (phn cng v phn
mm) lm cho h thng thng tin qun l da trn my tnh ngy cng mnh hn v mang li nhiu
li ch thit thc cho cng tc qun l t chc nh sau:
2.5.1 Lm gim bt cc cp qun l trung gian
Cc t chc c quy m ln nhiu cp thng qun l km hiu qu v chm p ng vi cc yu cu
cng vic v c nhiu ngi qun l nhiu cp khc nhau cng chu trch nhim xt duyt cho mi
yu cu cng vic (thng pht sinh t cp qun l thp nht), mi ngi qun l u cn c thi
gian tm hiu nguyn nhn v tm bin php gii quyt trong phm vi kh nng v quyn hn c
giao. khc phc vn ny, cc h thng thng tin qun l tr gip ngi qun l nng cao kh
nng gii quyt vn v nng lc kim sot nh gi cng vic, gip gim bt cc cp qun l
trung gian lm cho cu trc qun l ca t chc dp hn (Hnh 2.12). Trong cu trc ny, ngi
qun l c phn cp nhiu quyn hn v trch nhim hn, qun l thc t hn v gii quyt nhanh
cng vic nh quy trnh/th tc qun l ngn gn.
2.5.2 Tch ri cng vic vi v tr lm vic
Vi s tr gip ca mng my tnh, cc cng vic qun l khng cn b l thuc vo ni / lm vic
ca ngi nhn vin. Lm vic t xa l mt ch li in hnh: chi ph di chuyn s khng cn, v
Hnh 2.12 H thng thng tin tr gip lm gim cp qun l trung gian
36
phm vi tuyn dng nhn s l khp ton cu. Cc nh kho c th khng cn cn thit na khi nguyn
vt liu c chuyn trc tip t nh cung cp n phn xng sn xut ngay khi c yu cu.
2.5.3 T chc li cc lung cng vic
Cch t chc thc hin cng vic (lung cng vic, workflow) trong t chc quyt nh hiu qu x
l v thi gian p ng yu cu ca t chc i vi x hi. Cc h thng thng tin thay th cc x l
nhn cng bng cc x l c chun ha trn my tnh, ng thi gim giy t v cc buc thc
hin trong cc quy trnh x l trnh sai st ch quan, ct gim chi ph, v rt ngn thi gian thc
hin.
2.5.4 Gia tng tnh linh hot cho t chc
Cc h thng thng tin qun l gip cho t chc c thm nhiu phng n p ng cc yu cu a
dng t x hi: yu cu v mt sn phm c th ca khch hng c th c chuyn giao mt phn
hoc ton b cho i tc c nhiu nng lc hn thc hin (outsourcing).
2.5.5 Ci tin cc hot ng kinh doanh
H thng thng tin qun l c th tr gip ngi qun l nh v c cc tin trnh km hiu qu
ci tin. Cc h thng thng tin cn gip cho t chc lm c nhng vic m trc y khng th
thc hin c: cung cp dch v s ha 24/24 gi cho khch hng trn ton th gii qua h thng
thng mi in t (e-commerce).

TNH HUNG NGHIN CU
1. UPS (United Parcel Service) cnh tranh ton cu bng cng ngh thng tin.
Dch v tt nht vi chi ph thp nht l cng thc c UPS s dng thnh cng trong hn 90 nm
qua. Ngy nay UPS giao nhn hn 13 triu kin hng v bu phm mi ngy ti Hoa k v hn 200
quc gia khc. Hng duy tr v tr hng u trong dch v chuyn bu kin gi nh, cnh tranh vi
Federal Express v Airborne Express bng cch u t ln vo cng ngh thng tin. Hn mt thp k
qua, UPS chi hn 1 t USD mi nm nng cao dch v khch hng trong khi vn duy tr chi ph
mc thp.
S dng my tnh cm tay gi l DIAD (Delivery Information Acquisistion Device), nhng ti x vn
chuyn hng cho UPS ghi nhn ch k ca khch hng cng vi thng tin v thi gian, giao hoc
nhn vo my, sau h t my vo thit b giao tip trn xe ti - l mt thit b truyn tin trn
mng in thoi di ng. Thng tin v chuyn hng c chuyn n mng my tnh ca UPS lu
tr v x l trn cc my ch Mahwah, bang New Jersey, v Alpharetta, bang Georgia. T ,
thng tin c th c truy xut trn khp th gii v cc kin hng c giao hoc nhn.
Qua h thng theo vt kin hng t ng, UPS c th gim st cc gi xuyn sut qu trnh giao
hng. cc im giao nhn khc nhau trn l trnh t ngi gi n ngi nhn, my c m vch
qut thng tin vn chuyn hng trn nhn kin hng; thng tin sau c np vo my ch. Nhng
ngi nhn vin giao dch khch hng c th kim tra tnh trng ca bt k gi hng no t my tnh
bn ni mng vi UPS. Khch hng ca UPS cng c th truy xut thng tin ny t website ca
cng ty bng my tnh hoc in thoi di ng ca h.
37
Nhng khch hng c kin hng cn chuyn i c th vo Website ca UPS bit l trnh, tnh ton
chi ph vn chuyn, xc nh thi im giao hng v lp k hoch giao nhn. Cc doanh nghip c th
dng Website dn xp cc chuyn hng v thanh ton chi ph vi UPS qua ti khon hoc th tn
dng. D liu t Website c chuyn n my ch x l v thng tin s quay v khch hng sau khi
x l. UPS cng thit lp dch v chuyn ti liu chuyn cc ti liu bng mng Internet. Dch v
ny cung cp kh nng bo mt cao ln theo vt cho cc ti liu quan trng.
Cc u vo, x l, u ra ca h thng ny l g ? Nhng cng ngh no c s dng ? nhng
cng ngh ny lin h th no n chin lc kinh doanh ca UPS ?
2. H thng thng tin ca Cisco.
C tr s chnh ti San Jose, California, Cisco vt tri cc i th trong lnh vc kinh doanh thit b
nh tuyn (router) v chuyn mch cho mng Internet/Intranet. Cha kha cho s thnh cng ca
Cisco l s dng mng Internet ti a: cc hot ng ca Cisco hu nh c thc hin trn mng
Internet.
Khch hng, nh cung cp, nh phn phi v nhng i tc khc lm vic vi Cisco ch yu l trn
Website ca n: Hn 90 % hp ng mua bn c thc hin trn Internet, v s sn phm ca
Cisco c sn xut theo n t hng thc. Khch hng vo Website cu hnh cho h thng m
h mong mun v t hng vi Cisco. n t hng c chuyn trc tip n cc hng sn xut cho
Cisco, nh Flextronics International Singapore, lm ra sn phm v trc tip gi cho khch hng.
Website ca Cisco lin kt vi Website ca Federal Express (FedEx) v UPS, nn khch hng cn c
th theo di trc tip cc chuyn hng gi. Vi phng php ny, Cisco ct gim 70% thi gian
chuyn giao nh gim bt kho vt t ca ring n.
Dch v khch hng cng c thc hin trn mng, tip nhn khong 800000 lut truy vn mi
thng, v 85% s c khch hng hi lng, chi ph gim c khong 600 triu USD trong nm
2000. Cisco cng cung cp dch v t vn qua in thoi 24 gi mi ngy, nh vy mc hi lng
ca khch hng tng c 25% nm 1995.
i vi chc nng ti chnh k ton, cc my tnh cp nht cc giao dch thanh ton tin 3 ln trong
ngy, v s liu c cung cp y cho cc nh qun l ty theo yu cu. Gim c iu hnh c
th xem tng thu nhp, li nhun, cc n t hng v cc chi ph. V dng Internet nhn v lu s
liu, cng ty c th kha s (kt ton) trong vng 24 gi vo cui mi qu.
Tng t, chc nng qun l nhn lc cng c thc hin trn mng. Cisco nhn c khong
25000 n xin vic mi thng t Website. Nhn vin ca Cisco s dng Website bo co chi ph,
hoc ngh thay i cc tin nghi cho ph hp. Cng ty cng chuyn 80% ni dung hun luyn
nhn vin ln Website v rt hi lng v iu ny. Cisco cng gip cho nhn vin yn tm v con ci
ca h khi ang lm vic: cc bc ph huynh c th theo di con ci ca h qua mng my tnh v
camera c gn trung tm gi tr.
Mng Internet tc ng n s thay i t chc v qun l ca Cisco nh th no ?

TM TT NI DUNG
H thng thng tin qun l l h thng thu thp, x l, lu tr v phn phi thng tin h tr ra
quyt nh, phi hp hot ng, v iu khin cc tin trnh trong t chc, c xy dng t 3 lnh
38
vc kin thc: qun l, t chc v cng ngh, trong gi tr ca h thng c quyt nh bi kin
thc qun l v kin thc t chc. Cng ngh (thng tin) l phng tin tr gip cho t chc khai
thc 2 loi kin thc trn. V li ch to ln ca cng ngh thng tin i vi vic thu thp, x l, lu
tr v phn phi thng tin, cng ngh thng tin cng lm thay i c phng php t chc v qun l.
H thng thng tin qun l c hnh thnh t nhu cu qun l t chc, gip cho t chc duy
tr c mc ch tn ti lu di ca n. Mt t chc c xem nh mt h thng m i vi mi
trng, n nhn ngun lc t mi trng, chuyn i cc loi ngun lc ny v to ra kt qu
dng c cho mi trng. T chc uc iu khin bi ngi qun l ng vai tr l ngi
quyt nh cc hot ng ca t chc da trn thng tin cung cp t h thng thng tin qun l v
cc tiu chun ca t chc.
Vic nh ngha cc thnh phn ca h thng thng tin ph thuc vo mc ch phn r: quan
im phn r theo chc nng l xc nh h thng cn phi lm g, quan im phn r theo
tnh cht vt l l xc nh nng lc cn thit ca h thng.
H thng thng tin qun l uc vn hnh theo 2 cch: vn hnh theo chu k m (c s tham gia
trc tip ca mi trng) v vn hnh theo chu k ng, c hai phng thc vn hnh ny u
cn thit cho t chc.
Do nhu cu qun l ngy cng quan trng, cc h thng thng tin qun l da trn my tnh v
mng my tnh c pht trin a dng: h TPS h tr x l t ng ha khi lng ln cng
vic dng thi l ngun d liu ng tin cy cho cc h thng MIS, DSS v EIS. MIS mang
thng tin n cho ngi qun l tt c cc cp, DSS h tr tm gii gii php cho tng vn
c th v EIS tr gip nh v pht hin cc vn cho ngi qun l cp cao.
i vi t chc, h thng thng tin qun l da trn my tnh c 5 li ch quan trng: lm gim
bt cp qun l trung gian, tch ri cng vic vi ni lm vic, t chc li cc lung cng vic,
gia tng tnh linh hot cho t chc v ci tin phng thc qun l.

CU HI N TP
1. Hy cho bit s hnh thnh HTTTQL trong t chc.
2. Trn vng hi tip mang 3 loi thng tin. Hy cho bit vai tr ca tng loi thng tin ny.
3. Phn bit s khc nhau gia cch vn hnh theo chu k ng v chu k m, v ch li ca
chng.
4. Vai tr v c im ca h thng x l giao dch (TPS) i vi t chc l g ?
5. Vai tr v c im ca h thng thng tin qun l (MIS) i vi t chc l g ?
6. MIS khc vi TPS v DSS nhng im no ?
7. Vai tr v c im ca h thng h tr ra quyt nh (DSS) i vi t chc l g ?
8. Hy cho bit cc thnh phn c bn ca DSS. Thnh phn no c vai tr quan trng nht v
ti sao ?
9. DSS khc vi EIS/ESS nhng im no ?
10. M t mi quan h gia TPS, MIS, DSS v ESS.
39
11. ch li c bn ca cc h thng thng tin qun l i vi t chc l g ?
12. gim bt cc cp qun l trung gian nhng vn tha mn cho yu cu qun l, t chc cn
phi lm nhng vic g ?
CHN CU TR LI NG
13. Vai tr ca thng tin trn vng hi tip l
a. Lin kt hin trng vi bi ton gip ngi qun l tm ra phung n kh thi
b. M t trung thc nhng s vt hin tng c lin quan n bi ton
c. Ch th, hng dn, quy nh cc hnh ng gii quyt bi ton
d. lm thc o tnh cht hon thin ca cc cng vic
14. Chun, ngi qun l v b phn x l thng tin l 3 thnh t c bn ca
a. H nim
b. H vt l
c. H chuyn gia
d. Tt c cc h trn
15. Mt khch hng t mua 2 sn phm, v thng bo v vic thay i a ch lu tr. Nhp cc
loi d liu ny vo h thng c xem nh l hot ng c bn ca:
a. H thng x l giao dch (TPS)
b. H thng thng tin qun l (MIS)
c. H thng h tr ra quyt nh (DSS)
d. Tt c cc h thng trn.
16. Chc nng no sau y l ca h thng thng tin MIS:
a. Ghi vt chi tit cc s kin mua bn
b. Thng bo v cc sn phm c by bn bi cc i th cnh tranh
c. Tr gip thit k mt chin dch khuyn mi
d. Xc nh nguyn nhn (phm vi trch nhim) lm cho sn phm b tn ng qu mc

TI LIU THAM KHO
1. Information System Concepts, Raymond McLEOD, 1994, Prentice Hall: Chng 4 (Business
Oranisations & systems).
2. Management Information System, Kenneth C.Laudon, Jane P.Laudon, 2002, Prentice Hall:
Chng 1 (Managing The Digital Firm), Chng 2 (Information System In The Enterprise) v
Chng 3 (Information Systems, Organisations, Management and Strategy).
3. Decision Support Systems in the 21
st
century, George M. Marakas, 1999, Prentice Hall:
Chng 1 (Introduction to Decision Support Systems).
40
Chng 3:
PHN TCH H THNG THNG TIN
Phn tch h thng thng tin l mt chui tin trnh c t chc c dng nh ngha mt h thng
thng tin hp l nht cho t chc. Mc ch ca vic phn tch h thng thng tin l nhm tm ra
c u khuyt im ca h thng thng tin hin c trn dy chuyn to ra gi tr cho t chc (hnh
2.6 trang 24) t nh ngha ra cc x l cn thit cho h thng thng tin mi; loi b hoc thay
th cc x l khng ph hp.
hiu dy chuyn to ra gi tr ca t chc, ta hy xem ton b hot ng ca t chc l mt tin
trnh ln c u vo l nhng g n nhn c t bn ngoi, v d nh nguyn vt liu mua t cc nh
cung cp. Bn trong t chc, nguyn vt liu v ngun lc ca t chc c tch hp theo cch no
to ra cc sn phm v dch v cung cp cho khch hng, l u ra ca tin trnh. Trn dy
chuyn, mi hot ng chnh (primary activities) lm gia tng gi tr cng thm vo sn phm hoc
gp phn lm tha mn mc tiu ca t chc, nhng n cng lm tiu tn thi gian, chi ph v km
theo ri ro. Cc hot ng qun l (support activities) lm gia tng gi tr cho dy chuyn bng cch
phn b ngun lc hp l cho cng vic, iu khin v phi hp cc cng vic gim ti a thi
gian, chi ph v ri ro.
T chc l mt h thng lin kt nhiu h thng; do phn tch mt h thng l xem xt nh gi
mt cch c h thng v cc tin trnh x l trong h thng theo quan im lm gia tng gi tr cho
dy chuyn to ra gi tr ca t chc ch khng ch ci tin cho h thng c phn tch. Nh vy,
vic phn tch h thng cn phi c tin hnh c trnh t t tng qut trn ton b t chc cho n
chi tit trn tng chc nng x l.
Cc hot ng phn tch h thng c bt u t vic nhn thc hin trng ca h thng hin ti, m
hnh ha hin trng bng cc lc (DFD, ERD), phn tch u khuyt m ca h thng da trn
cc lc v mong mun ca ngi s dng nh ngha cc x l cn thit trong h thng mi,
v sau cng l nh gi kh thi cho cc ci tin.
V cht lng ca cc hot ng phn tch h thng ph thuc vo 2 nhn t chnh: (1) kin thc t
chc, qun l v cng ngh ca nhng ngi phn tch, v (2) hin trng ca h thng trong t chc,
nn vic phn tch h thng cn c thc hin bi mt nhm phn tch vin hi kin thc trong
cc lnh vc chuyn mn cn thit, trong phi c mt vi ngi am hiu v t chc hin ti.
3.1 NHN THC HIN TRNG CA H THNG
Nhn thc (hoc kho st) hin trng l qu trnh khm ph cch m h thng c thit k v vn
hnh; lm bc l r cc thnh phn v lin kt hot ng gia cc thnh phn trong h thng t
phn tch c u khuyt im ca n. Mc ch ca h thng l tha mn yu cu cho cc i tng
s dng h thng, do cng vic kho st hin trng l tm hiu cng vic ca cc thnh phn bn
trong h thng v lin kt vi nguyn nhn pht sinh ra cc cng vic ny (v d: n t hng t
khch hng lm pht sinh chui cc cng vic gii quyt n t hng) bit c cc thnh phn
ca h thng x l cc cng vic nh th no. Nh vy, hiu cc tc ng t mi trng ln h thng
gip chng ta xc nh c h thng cn phi lm g, v hiu c cch vn hnh ca h thng gip
chng ta tm c im mnh v im yu ca n i vi mi trng.
41
3.1.1 Tm hiu (kho st) hin trng
Mt h thng thng tin l mt b my x l thng tin c m t bng cng vic (hoc tin trnh). Do
, cc cng vic trong h thng c tm hiu t 5 kha cnh: d liu (thng tin) u vo, thng tin
kt xut u ra, cch thc hin, thi gian p ng v cc chun.
- u vo, u ra ca cng vic cho chng ta bit ngha ca n trong h thng, cng nh hiu
c mi quan h gia n vi cc cng vic trc hoc sau n;
- Cch thc hin (ngi ph trch, phng php, phng tin) cho chng ta bit s chia s hoc
phn b ngun lc cho cng vic c ph hp vi yu cu ca cng vic hay khng;
- Thi gian p ng xc nh mi lin h gia s n lc cho cng vic vi yu cu i vi cng
vic, hon thnh mt nhim v no ca h thng;
- Cc tiu chun, quy tc qun l v quy trnh qun l l nhng quy nh chung bo m tnh
nht qun trong cch x l v nh gi kt qu cng vic trong h thng.
Theo quan im ny, vic tm hiu hin trng s tp trung vo cc ni dung chnh nh sau:
- Tm hiu v mc ch, chc nng, thng tin d liu vo/ra, s kin kch hot, v tiu chun ca
cc cng vic trong h thng hin ti.
- Tm hiu cc quy trnh, quy tc qun l, phng php, phng tin, nhn lc c hoch nh
cho cc cng vic trong h thng.
- Tm hiu v mc hiu qu ca cc thnh phn (con ngi, phn mm, mng my tnh, thit
b,) trong h thng thng tin hin ti.
- Tm hiu nhng mong mun thay i (thay th bng h thng khc, hoc ci tin) ca ngi s
dng i vi h thng hin ti.
3.1.2 Yu cu ca vic kho st hin trng
a) Nhn thc r rng v y nhng g m t , t chc c th tin hnh xy dng h thng mi
c u th vt tri hn so vi h thng c. V con ngi gi vai tr quyt nh trong tt c cc h
thng, nn mong mun ca ngi s dng v h thng mi (nh x l t ng trn my tnh, ni
dung thng tin tr gip c lc cho cng vic, hoc mt c s h tng thng tin tin dng hp
tc thc hin cng vic) l yu t quan trng trong vic nh hng xy dng h thng mi.
b) M t nhng g nhn thc c bng phng php thch hp chia s hiu bit ca c nhn
vi nhm cng tc. S dng ngn ng t nhin l cch ph bin; tuy nhin n c hn ch l a
ngha, v kh din t cc khi nim tru tng vn c s dng rt nhiu trong cc h thng
thng tin. Do , ngi ta thng s dng cc m hnh l cc lc , nh DFD, ERD, hay
UML, c c im chung l ch s dng k kiu gi nh n gin, d hiu thay th cho
ngn ng t nhin.
c) Kim chng gia nhn thc v thc t bo m tnh khch quan ca vic kho st. Hin trng
thc t do mt vi c nhn (ngi phn tch vin) din t li trong cc h s giy t c th mang
tnh ch quan, nn cc h s cn phi c kim chng vi thc t bo m n phn nh ng
thc t.
42
3.1.3 Cc phng php kho st hin trng
a) Phng vn c nhn l tip xc vi tng ngi t cu hi v tm thng tin trong cu tr li.
Cc cu hi cn c ngha r rng i vi cc ch m ngi phn tch vin ang quan tm, v
mi cu hi cn hng n cu tr li mang thng tin hu ch n cho ngi phn tch vin. Cu
hi phng vn c 2 dng: dng m (open questions, ty tr li) v dng ng (closed questions,
chn la cu tr li c sn). Cu hi m tr gip khm ph thm nhng iu cha bit, cu hi
ng l khng nh chnh xc nhng g d kin trc.
u im
- Ngi phn tch vin c c hi hi thm v nhng g va mi bit.
- Bit c thi v trch nhim ca ngi c phng vn v cc vn c hi.
Khuyt im
- C th c mu thun kin gia nhng ngi c phng vn.
- Tn nhiu thi gian khi cn phng vn nhiu ngi.
b) Phng vn nhm: Phng vn nhiu ngi ch cht cng mt lc qua cuc hp, hi tho; ngi
phn tch vin s t cu hi chung cho mi ngi.
u im
- Gia tng s trao i tho lun v nhng g va mi c pht hin ra;
- Hn ch bt quan im c nhn (cng l hn ch bt mu thun gia cc cu tr li);
- t tn thi gian hn phng vn c nhn
Khuyt im
- Kh thu xp cho cuc phng vn: do quan h gia cc c nhn, thi gian v a im hp;
- C hn ch chung ca cc cuc hp: khi ngi qun l cp cao nu kin, nhng ngi
nhn vin thuc cp s khng mun a ra kin ngc li; v mt ngi no c th ni
rt lu chim ht thi gian pht biu ca nhng ngi khc.
c) Pht hnh phiu thm d (questionnaires): Gi cu hi kho st n nhiu ngi v thng k
cc cu tr li trn s phiu quay v. Cu hi kho st phi r rng, d hiu, d tr li i vi a
s ngi c hi. thng k, cu hi thng dng ng (nh trc nghim).
u im
- t tn chi ph hn cc loi phng vn khc. Nu c nhiu phiu thm d quay v, ngi phn
tch vin c th nhn c thng tin tng i khch quan.
Khuyt im
- Khng c c hi hi thm;
- Khng chc chn ai l tc gi, v mc thng tin (tr li) chnh xc n c no.
- S phiu quay v c th rt thp, v c th mu thun nhau.
d) Quan st ngi nhn vin. bit h thng phi lm nhng cng vic g, v thc hin cng
vic nh th no; ng thi nh gi c mc hiu qu ca cc chun v cc cng c h tr
cho cc cng vic m ngi nhn vin thng dng.
u im
43
- Bit c tnh cht ca mi cng vic. Qua quan st, ngi ta nhn thy rng cng vic ca
ngi qun l thng hay b gin on do h phi gii quyt nhiu cng vic x l tnh hung
c pht sinh ngu nhin (nh vy, h thng thng tin qun l cn c kh nng tr gip
ngi qun l tm ngng v lm tip cng vic ang d dang).
- nh gi c cng lm vic (workload) ca ngi nhn vin trong thc t.
Khuyt im
- S quan st c th khng khch quan, do ngi b quan st thay i thi quen hng ngy.
- Tn thi gian ngi quan st.
e) Thu thp ti liu. Tm thng tin trong cc loi ti liu (vn bn, file) m t v nhng g lin quan
n h thng, nh mc tiu v cc k hoch hng nm ca t chc, cng vic hng ngy (nh
mu nhp liu, cc bo co), quy trnh cho c nhn hoc b phn, tiu chun cho cng vic
(nhim v, kt qu phi t, thi hn) v cc quy tc qun l (nguyn tc, quy nh).
u im:
- y l thng tin chi tit v ng n v n mang tnh hnh thc (do t chc ban hnh).
- C nhiu thi gian c v hiu ti liu.
Khuyt im:
- Ti liu c th khng ng v b lc hu so vi thc t.
- Khng th bit c mong mun ca ngi s dng ra sao.
f) Phng php JAD (Joint Application Design). Tng t nh phng vn nhm, nhng cc cuc
hp c t chc chuyn su (tho lun tng tn nhiu chuyn ), c s dng cc phng tin
h tr hi ngh (nghe, nhn, trao i kin, demo, ghi ch) v c cu trc:
a) C trnh t tho lun tng chuyn : t vn , tho lun, chn gii php, kt lun.
b) C thit lp nhiu vai tr trong hi ngh: ngi ch tr, ngi gi , th k.
c) C nhiu chuyn vin tham gia: ngi s dng h thng (t yu cu), ngi pht trin h
thng (a phng n gii quyt), ngui qun l (nh gi kh thi v hiu qu).
Mc ch chnh ca JAD l lm gia tng cc kin tho lun mt cch c kim sot a n
gii php tt nht cho vn cn phi gii quyt. V d: trnh tm l ngi pht biu tri vi
lnh o, JAD a ra phng php che giu tn v kin c hin th dng text trn mn chiu
trong cuc hp. Nhng ngi xa vn tham gia c qua mng, hoc truyn hnh. Phng php
ny cho ra kt qu rt tt, nhng chi ph kh tn km v thi gian ko di v s lng ngi tham
d ng.
g) Lm mu (Prototyping). Bng cch s dng mu (nh chng trnh demo), ngi s dng c
th hiu c cch x l cc cng vic trong h thng s xy dng v nh , h c th gp
sa li cho ng. Qu trnh ny c lp i lp li nhiu ln, bn demo ngy cng chi tit v
hng n tha mn hon ton mong mun ca ngi s dng ng thi ngi pht trin h
thng s hiu r mong mun ca ngi s dng.
u im
- Gip cho ngi pht trin h thng hiu ng yu cu ca ngi s dng.
44
- Gip cho ngi s dng bit c h thng s c xy dng. Qua tng tc vi bn demo,
h c c hi ha nhp vi h thng ngay t u v c c hi tham gia xy dng h thng,
nn khi trin khai p dng h s khng b lng tng.
Khuyt im
- Kh thng nht yu cu ca nhiu ngi cng s dng h thng;
- Khng th bc l c cc x l phc tp bn trong h thng.
h) Phng php BPR (Business Process Reengineering). L phung php kho st kt hp vi ti
cu trc t chc. Trong cc phng php truyn thng, s n lc ng dng cng ngh thng tin
ch dng mc h tr cho cc quy trnh v quy tc qun l c nh ngha sn, v hn
na, vic kho st ch gii hn trong phm vi ca t chc. Do , cc h thng thng tin c xy
dng mi ch mang tnh ci tin. Trong phng php BPR, s kho st c m rng ra mi
trng bn ngoi tm kim ngun lc mi h tr cho mc ch v mc tiu ca t chc nh th
mnh ca cc i tc vt tri (c chi ph sn xut thp, hoc am hiu th trng cc b), cc
cng ngh mi (Internet, mobile, e-banking) kt hp vi xu hng thay i t nn kinh t sn
xut sang nn kinh t dch v (outsourcing) l nhng ngun lc hp dn trong mi trng m
s dng c, cu trc ca t chc cn phi c thit lp li (reengineering). Theo quan im
ny, ngi phn tch vin va tm hiu nng lc (th mnh) ca t chc va ngh cch ti cu trc
li cc tin trnh trn dy chuyn to ra gi tr tn dng ti a cc u th hin c t bn trong
ln bn ngoi t chc.
Nh sch "Amazon.com" l mt v d in hnh: khi bn sch truyn thng (bng giy), cc nh
sch tn kh nhiu chi ph: m ca hng trng by sch, in n, lu kho, thm ch phi tnh n s
sch b lc hu (phi bn gim gi). Khi mng Internet ra i trong xu hng my tnh c nhn c
ni mng ngy cng ph bin, Amazon.com quyt nh i sang hnh thc kinh doanh sch in
t trn mng Internet v thnh cng nh s t ph ny: khng nhng cc loi chi ph k trn
khng cn, m khu vc th trng cng c m rng ra ton cu cung cp giao dch 24 gi mi
ngy. Tuy nhin, Amazon.com cng phi chp nhn ng u vi nhng thch thc khc: ri ro
khi ti thit li t chc, v bo v bn quyn cho sch in t.
3.2 M HNH HO CC TIN TRNH X L CA H THNG
nhn thc r v bn cht ca hin trng v lm r cc bi ton trong giai on phn tch, ngi ta
thng s dng cc m hnh (models) din t ni dung thay cho cc pht biu m t di dng.
M hnh l mt nhm cc k hiu gi nh v c ngha, lin kt nhau to thnh lc din t cc
t trng quan trng nht ca i tng c m hnh ha (v du: mt h thng thng tin) theo mt
quan im no (m t x l hay m t d liu), v b qua cc chi tit khng quan trng ca i
tng ( u, bng cng c g, vo lc no,..). M hnh da trn 3 yu t c bn:
1. Ng ngha (semantics), l ni dung thng tin m m hnh cn din t cho ngi c,
2. M t (presentation, notation), l hnh thc mang ni dung thng tin n ngi c, v
3. Ng cnh (context), l kin thc hiu bit cn thit c quy c trc gia ngi c v ngi
to ra m hnh, ngi c tip thu c trn vn ng ngha ca m hnh.
M hnh c 2 c tnh quan trng: tnh hon chnh (completeness) v tnh nht qun (consistency).
M hnh c tnh hon chnh nu cc i tng (thnh phn) lin kt trong m hnh c m t y
45
. M hnh c tnh nht qun ch khi khng c s khng ph hp no (mt cn i, khng khp,
chnh lch) cn hin din trong m hnh. Cc tnh cht ny s c m t k hn trong phn sau.
3.2.1 Lc dng d liu
Ton b cc tin trnh x l ca h thng c th c m hnh ha bng lc dng d liu (Data
Flow Diagram, DFD). DFD s dng 4 k hiu ca Chris Gane v Trish Sarson (1972):

Process (x l, tin trnh) L k hiu din t cho mt cng vic hoc mt h thng
con thao tc trn d liu (bin i d liu u vo thnh d liu/thng tin u ra).
Khi m hnh ha mt x l, chng ta khng quan tm n c thc hin nh th no.
Phn trn ca k hiu x l ghi s nh danh ca x l. V d: 1.2.3 l x l th 3
trong lc DFD 1.2. Mi x l c mt s nh danh duy nht trong ton b lc
. Phn bn di ca x l ghi tn ca n. Tn ca x l bt u bng mt ng t.
Data store (kho d liu) L k hiu din t mt phng tin tru tng c chc
nng lu tr d liu, tng ng vi mt quyn s ghi chp, mt tp tin, hay mt
CSDL,
Phn bn tri ca Data store ghi s nh danh ca n, v d: D1, D2. Phn bn
phi ghi tn ca Data store, l mt danh t.
Source / Sink (ngun pht sinh d liu / ch tiu th d liu) L k hiu din t
cho mt i tng pht sinh d liu (source) hoc tiu th d liu (sink) bn ngoi h
thng, c th n l mt t chc nh nh cung cp, i l; hoc c th l mt con
ngi nh khch hng, ngi qun l.
Tng t nh Data store, tn ca Source/Sink phi l mt danh t.
Data flow (dng d liu) L mt k hiu din t cho chiu di chuyn ca mt ni
dung d liu no (gi t u v i n u). Data flow phi c nhn l mt danh t
m t cho ni dung d liu ang chuyn i, v d: n t hng, Ha n.
A. Quy tc v DFD
1. Nu mt i tng ch c outputs, chc chn i tng phi l source. Tng t, nu mt i
tng ch c inputs, n phi l sink.
2. Mt x l phi c c inputs ln outputs. Khng c x l no ch c inputs m khng c outputs,
hoc ngc li.
3. Mt dataflow l mt mi tn phi c nhn v c duy nht mt hng ch r ni i v ni n
ca d liu. Do , nu mt ni dung d liu c chuyn i v nhn v gia hai i tng th n
phi c v bng 2 mi tn (theo 2 hng ngc nhau).
4. Khng c dng d liu trc tip gia cc data store, source, sink. V y l nhng i tng th
ng; di chuyn d liu gia cc i tng ny cn phi c t nht mt x l ca h thng.
5. Khng c dng d liu r nhnh (hoc gp) c ni dung (nhn) khc nhau. Ni dung d liu cc
nhnh phi ging y nh nhau.
6. Khng c dng d liu trc tip i t mt x l n chnh n (v mt x l khng cn gi d liu
cho chnh n).
Data

46
Hnh 3.1 Phn r DFD

X l i mc n
DFD mc n+1 cho X l i
B. Quy tc phn r cc x l trong DFD
Vic phn r DFD da trn k thut phn tch thit k hng cu trc (SADT, Structured Analysis
Design Technique); mi x l c m t t ngoi vo trong v t tng qut n chi tit. Nhim
v ca mi x l l bin i cc dng d liu i vo thnh cc dng d liu i ra. Nu tn gi ca x
l khng th hin c n cn lm g bin i d liu i vo thnh d liu i ra, th x l cn
phi c phn r thnh cc x l chi tit hn ngi c c th hiu c.
Lc bao qut cho ton h thng l lc ng cnh (context diagram). Lc ng cnh ch c
mt x l duy nht i din cho ton b h thng (c s nh danh l 0), cc source, sink v cc dng
d liu vo ra ca h thng.
Lc phn r ton b h thng l lc DFD mc 0 (k hiu l DFD-0), gm c nhiu x l c
bn bn trong h thng (c nh s 1.0, 2.0, 3.0,), cc data store, source, sink v cc dng d
liu.
Mi mt x l trong DFD-0 c th c phn r tip v c
v bng mt lc DFD cho x l mc chi tit hn nh
minh ha trn hnh 3.1. Lc chi tit (DFD n+1) c s nh
danh l s ca x l c phn r, v d DFD-1.0 l lc
DFD cho x l 1.0 ca DFD-0.
Cng vic c lp li cho n khi ton b h thng c v
xong. Lc mc chi tit nht l DFD c bn (primitive
DFD) ca h thng. Nh vy, DFD thc s l mt h thng
cc lc phn cp t tng qut n chi tit.
Trong khi phn r cc lc , chng ta cn ch bo ton
(cn bng) cho cc ni dung d liu vo ra cc mc,
khng lm mt d liu ca DFD mc tng qut, hoc khng
sinh ra d liu ngoi lai mc chi tit, nh m t trong hnh
3.2. Trong trng hp chia nh d liu (splitting), lc cn b sung thm t in d liu (c
gii thch trong phn sau) lin kt d liu tng hp vi d liu c chia nh.

C. Tnh cht ca lc DFD
Tnh hon chnh: mt DFD c tnh hon chnh khi tt c cc thnh phn cn thit m t h thng
c v v m t y . Trong mt DFD, nu c mt data flow khng dn n u c, hoc mt
x l, mt data store, source, sink khng ni vi thnh phn no khc (bng mt vi data flow) th
DFD khng hon chnh. Tt c cc nhnh ca DFD cn phn r n mc c bn, mi DFD c bn

A
B
X
X
Mc n
Mc
n+1
A, B
A
B
X
X
Mc n
Mc
n+1
a) Cn bng d liu cc mc
b) Chia nh d liu mc chi tit
Hnh 3.2 Cn bng cc dng d liu v chia nh d liu.
47
c m t chi tit trong cc ti liu ca h thng, nh t in d liu, ngn ng gin lc, bng
quyt nh hoc cy quyt nh.
Tnh nht qun: Mt DFD c tnh nht qun khi ton b thng tin trong mt mc phn r phi c
a vo (v tng thch hon ton vi) cc mc phn r khc. Vi phm nguyn tc cn bng, hoc v
d nu c mt dng d liu l u vo ca x l 1.0 trong DFD-0 c v thnh dng d liu u vo
cho x l 2.1 trong DFD-2.0, s lm cho cc DFD mt tnh nht qun.
3.2.2 M hnh ha tin trnh trong h thng bng DFD
Ton b hot ng ca h thng thng tin c xem nh l mt hoc nhiu chui cc x l bin i
d liu u vo thnh thng tin u ra. D liu di chuyn t x l ny sang x l khc to thnh dng
d liu qua nhiu x l, mi x l cng thm ga tr (x l) ca n vo dng d liu cui cng kt
xut ra thng tin cho ngi s dng. Hnh 3.3 l mt v d v cch s dng DFD din t dng d
liu tnh lng trong t chc.

Ty theo hoch nh ca t chc cho tng cng vic m mi x l c trch nhim thc hin cng vic
theo mt vi quy tc qun l thit lp sn. V d: trong quy trnh tnh lng ti mt t chc, quy
tc qun l c p dng l: D liu m t mc lm vic ca tng ngi cc b phn trong t
chc c ghi nhn mi tun lp ra bng chm cng gm: tn nhn vin, loi hp ng lao ng,
tui, v s gi cng ca mi ngi. Bng chm cng c chuyn v phng T chc lu tr v
theo di. Cui thng, phng T chc gom cc bng chm cng chuyn cho phng K ton tnh v
pht lng cho tng ngi nh sau:
Nu hp ng l loi tr lng thng (S) th tr lng theo mc tha thun trn hp ng.
Nu hp ng l loi tr cng theo gi (H) th tin cng = mc tr cho 1 gi chun * 40 gi /tun
+ s gi vt tri hn 40 gi/tun * mc tr cho 1 gi chun * 1.5 (h s ph tri).
Khi m hnh ha cc quy tc qun l, tn ca cc x l thng khng th din t c y chi tit
x l nh cng thc tnh lng trn. V vy, ngi ta thng s dng cc phng tin m t b sung
cho cc x l trong DFD, nh ngn ng c cu trc gin lc (Structured English), cy quyt nh
(Decision Tree), hay bng quyt nh (Decision Table); v s dng t in d liu (Data Dictionary)
m t chi tit cho d liu.
Ngn ng c cu trc gin lc: l m t ngn gn v cc quy tc x l ca mi x l mc c s
(khng phn r na) bng ngn ng t nhin (ting Vit hoc ting Anh). Trong ni dung m t,
ngi ta thng ch r ni thc hin x l, s kin kch hot, ai hoc chc danh no thc hin v thc
hin nh th no. Hnh 3.4 l v d s dng ngn ng c cu trc gin luc m t thm cho dng
d liu tnh lng trong v d trn.
Hnh 3.3 Dng d liu tnh lng trong t chc
bng chm
cng
Tn LoiH Tui S gi cng/tun
Smith H 25 44
Chen S 42 35
bng chm
cng

1.1
Lp bng
chm cng

Lu bng
chm cng

Tnh lng
1.2 1.3
48

Cy quyt nh: S dng hnh v (cy) din t cc trng hp x l r nhnh (hnh 3.5). Mi nt
quyt nh c nh s (1,2,3) c cha iu kin r nhnh cho cc hnh ng x l tip theo.

Bng quyt nh: Thay th cho ngn ng cu trc gin lc din t cc x l phc tp. Bng gm
c 3 phn: cc iu kin phn lp cho tng trng hp xem xt (loi hp ng, s gi cng), cc hnh
ng x l v cc quy tc x l cho tng trng hp da trn cc hnh ng x l.
Cc iu kin Quy tc p dng
Loi hp ng S H H H
S gi cng - <40 40 >40
Cc hnh ng x l
Tr lng thng

Tr cng

Tr ph tri

In bo co vng mt

2
Tr cng;
In bo co vng mt
Tr cng
Tr cng;
Tr ph tri
Tr lng thng
S
< 40
Ch thch
(1): Loi hp ng ?
(2): S gi cng ?
1
H
= 40
> 40
Hnh 3.5 S dng cy quyt nh b sung cho DFD
Hnh 3.4 S dng ngn ng cu trc gin lc b sung cho DFD
Process logic 1.3
Ni: P.K ton
X l: Cui thng
IF Gi > 40 & H = H
THEN Tr = 40 * mc +
(Gi - 40)*mc*1.5
ELSE Tr = Gi * mc

Process logic 1.2
Ni: P.T chc
X l: Khi nhn BCC
Tp hp tt c cc bng
chm cng, chuyn cho
P.K ton vo cui
thng
Process logic 1.1
Ni: T sn xut
X l: Cui tun
Ghi s gi lm ca
mi ngi vo bng
chm cng (BCC) np
P.T chc
bng chm
cng
bng chm
cng

1.1
Lp bng
chm cng

Lu bng
chm cng

Tnh lng
1.2 1.3
49
T in d liu: L mt bng m t cho tng phn t d liu c dng trong h thng. T in d
liu thng c dng lin kt mt ni dung d liu tng qut v d liu c chia nh ca n ti
cc mc phn r. Thng thng, t in d liu c lp thnh mt bng gm cc ct nh sau:
Tn gi ngha Cu trc d liu Ngun gc
Bng chm
cng
Ghi s gi cng ca tng
ngi
Tn, tui, s gi cng trong
tun
X l 1.1
Tin lng Tin cng theo gi cng trong
thng
Mc chun + ph tri X l 1.3
Mc chun Mc lng tr trong nh mc
40 gi / tun
Gi cng trong nh mc *
gi nh mc
X l 1.3
Ph tri Mc tr vt nh mc 40 gi
/ tun
Gi cng vt tri * gi nh
mc * 1.5
X l 1.3
3.2.3 M hnh ha h thng bng DFD
1) Lc ng cnh (context diagram).
Chng ta hy xem v d v nh hng Hoosie Burger c cp trong chng 1. Nh hng Hoosie
Burger c mt h thng gi mn n (Food Ordering System) c cc nhim v nh sau:
1. Nhn yu cu t khch hng (customer order),
2. Chuyn yu cu gi mn (food order) n nh bp,
3. In bin lai thu tin cho khch hng (receipt), v
4. In cc bo co qun l (management reports) cho ngi qun l nh hng.
Vi m t trn, lc ng cnh ca h thng c v trn hnh 3.6.

0
H thng
gi mn n
KHCH HNG
NH BP
Yu cu ca KH
Bin lai thu tin
Yu cu gi mn
NGI QUN L
NH HNG
Bo co qun l
Nhng g nm bn ngoi
ng ranh gii ny ch
c th l source hoc sink
Trong lc ng cnh,
ton b h thng c v
bng 1 x l duy nht, khng
c data store.
Hnh 3.6 Lc ng cnh ca h thng gi mn n
50
y l lc tng qut nht m t mi trng m h thng vn hnh, ch gm cc source, sink v
cc dng d liu vo ra. Cc x l bn trong h thng khng c v. Mc ch ca lc l
chng ta hiu c chnh xc gi tr ca h thng i vi mi trng. Cc dng d liu i ra cho
chng ta bit h thng cung cp nhng g cho mi trng; cc dng d liu i vo cho chng ta bit
n cn g t mi trng, v ni no (hoc b phn no) cung cp hoc s dng d liu ca h thng.
Ton b h thng c v bng mt x l mang s 0.
2) Lc dng d liu mc 0 (DFD-0)
Cc chc nng x l trong h thng Food Ordering System c m t chi tit nh sau:
1. Nhn v chuyn yu cu gi mn (Receive & transform customer orders). Chc nng ny nhn
yu cu t khch hng, chuyn thnh yu cu gi mn gi n nh bp, to ra d liu kho
(inventory data) v d liu hng bn (goods sold data) cho 2 chc nng Cp nht h s hng
bn v Cp nht h s hng tn kho, v pht sinh bin lai thu tin.
2. Cp nht h s hng bn (Update goods sold file). Chc nng ny nhn d liu hng bn
(goods sold data) cp nht cho h s hng bn (goods sold file) theo khung mu d liu
ca h s ny (formatted goods sold).
3. Cp nht h s hng tn kho (Update inventory file). Chc nng ny nhn d liu kho (inventory
data) cp nht h s hng tn kho (inventory file) theo khung mu d liu ca h s ny
(formatted inventory data).
4. Pht sinh cc bo co qun l (Produce management reports). Chc nng ny ly s liu hng
bn mi ngy (daily goods sold amount) t h s hng bn (goods sold file) v s liu hng
dng mi ngy (daily inventory depletion amount) t h s hng tn kho (inventory file) in
bo co qun l cho ngi qun l.
Da trn cc m t ny, DFD-0 cho h thng c v nh hnh 3.7.

Hnh 3.7 Lc DFD-0 ca h thng gi mn n
D liu
hng xut
kho

1.0
Nhn &
Chuyn y/c
Gi mn
KHCHHNG
NHBP
Yu cu ca KH
Bin lai thu tin
Yu cu gi mn
NGI QUN L
NH HNG
Bo co qun
l

2.0
Cp nht h
s hng
bn

3.0
Cp nht h
s hng tn
kho

4.0
Pht sinh bo
co qun l

D1 H.s tn kho
D liu
hng
bn
D liu
hng xut
kho
Lng hng bn mi ngy
Lng nguyn liu dng mi ngy
1
5
4
3
2
D liu
hng bn

D2 H.s hng bn
2
1
3
51
Chng ta ch rng trong lc ng cnh ca h thng c 1 dng d liu i vo Yu cu ca KH
t KHCH HNG v 3 dng d liu bin lai thu tin, yu cu gi mn, v bo co qun l
t h thng i n KHCH HNG, NH BP, v NGI QUN L; th trong lc
DFD-0 cng c y cc dng d liu i v n cc i tng ny. y l nguyn tc bt buc phi
tun th bo m tnh cht cn bng d liu gia cc mc phn r.
Trong lc , gia x l 1.0 v x l 2.0 c dng d liu d liu hng bn. V hng bn ra ph
thuc vo khch hng, nn chng ta khng th xc nh trc mn hng no s c bn vo khi no,
s lng bao nhiu, tn sut cao hay thp; do x l 2.0 phi lun lun sn sng nhn d liu t
x l 1.0: ta ni x l 2.0 b buc cht vo x l 1.0 (coupling). Gia x l 2.0 v x l 4.0 cng
c dng d liu v hng bn nhng i qua data store D2. Nh c D2 lu tr tm thi s liu nn
x l 4.0 khng cn phi lun lun sn sng nhn s liu t x l 2.0, nh vy D2 c vai tr ci tri
cho x l 4.0 (decoupling).
3) Lc dng d liu mc 1 (DFD-1)
X l 1.0 trong DFD-0 lm nhim v nhn yu cu t khch hng (v d: cho ti 2 chic bnh m b,
1 ming tht chin, v nc s a) v chuyn yu cu ny thnh 4 loi d liu: yu cu gi mn cho
nh bp, nguyn liu cn s dng, d liu v hng bn, v bin lai thu tin. Cc chc nng x l chi
tit tng ng vi cc dng d liu vo ra ca x l 1.0 c v trong lc DFD-1.0 (hnh 3.8).
Trong lc ny, cc dng d liu i vo v i ra ca x l 1.0 vn phi c v cn bng gia
DFD-0 v DFD-1.0.

to ra bo co cho ngi qun l nh hng, x l 4.0 thc hin 3 vic: 1) c d liu v lng
hng bn mi ngy v lng nguyn liu s dng mi ngy t 2 data store H s hng bn v
H s tn kho", 2) tng hp 2 loi d liu ny c d liu hng bn v d liu kho, v 3) s dng
d liu hng bn v d liu kho to ra d liu cho cc bo co qun l. Cc x l tng ng (4.1,
4.2, 4.3) c v trong lc DFD-4.0 (hnh 3.9).

Nhn yu
cu
Yu cu

1.5
Pht sinh
bin lai

1.3
Pht sinh
d liu
hng xut

1.4
Pht sinh
d liu
hng bn
D liu
hng xut
D liu
hng bn
Bin lai

Chuyn yu
cu n nh
bp
Yu cu Yu cu
Gi mn
Yu cu Yu cu Yu cu
1
5
4 3
2
1.1 1.2
Hnh 3.8 Lc phn r x l 1.0 (DFD-1.0)
52

Kt hp cc lc v, ta c mt h thng cc lc dng d liu nh sau:

Cc x l 2.0, 3.0 trong DFD-0 v cc x l con trong DFD-1.0, DFD-4.0 l nhng x l n
gin hiu uc nn chng khng cn phn r na.
Cc lc DFD kt hp vi cc m t b sung bng ngn ng gin lc, cy quyt nh, bng
quyt nh v t in d liu l mt m t kh chi tit v h thng, nhm lin kt cc x l ni ti
ca h thng vi cc tc nhn t mi trng bn ngoi. Tuy nhin, mi lc ch m t h thng
theo mt quan im nht nh; c th l m t cho h thng hin ti hay m t cho h thng s xy
dng, hoc m t h thng mt cch khi qut trn chc nng hay m t h thng mt cch vt l.
Mt cch tng qut, c bn loi DFD c s dng m hnh ha h thng nh sau:
Cho hin ti Cho tng lai
Mc lun l (2) DFD mc lun l m t hin
trng ca h thng
(3) DFD mc lun l m t h thng
mong mun trong tng lai.
Mc vt l (1) DFD mc vt l m t hin
trng ca h thng
(4) DFD mc vt l m t h thng
trong tng lai

Hnh 3.9 Lc phn r cho
x l 4.0 (DFD-4.0)
Lng hng
bn mi ngy

4.1
Thu thp d
liu hng bn
v hng xut
kho
D liu
in bo co
Bo co qun
l
D liu kho
Lng hng xut
kho mi ngy
2
3
1
D liu hng

4.2
Tng hpd
liu hng bn
v hng xut
kho

4.3
To ra bo
co qun l
Lc ng cnh
(Process 0)
DFD-0
(process 1.0, 2.0, 3.0, 4.0)
DFD-1.0
(process 1.1, 1.2, 1.3, 1.4, 1.5)
DFD-4.0
(process 4.1, 4.2, 4.3)
Mc 0
Mc 1
53
(1) DFD mc vt l m t hin trng (current phisical DFD). Tn ca cc x l trong DFD gm c
tn ca ngi thc hin x l, hoc chc danh cng vic, hoc tn ca h thng my tnh, m t
tnh cht cng ngh ca x l. Tng t nh trn, dataflow v data store c th mang tn ca thit
b vt l lu tr d liu (s ghi chp, da). Mc ch ca loi DFD ny l lm tng tnh trung
thc (lin kt thc t vi m hnh) ca cc m t, ng thi din t r hn kh nng ca ngun lc
(k c cng ngh) c hoch nh cho cc x l.
V d: Nh hng Hoosie Burger c h thng qun l kho c v trong hnh 3.10.

i vi nh cung cp, h thng gi n t hng, nhn ha n tin mua hng v tr tin cho ha
dn. H thng cn nhn 2 loi d liu: s liu kim k cc mt hng cn trong kho v s lng hng
tn kho ly t cc bo co.
Bob Mellankamp l ngi qun l kho ca nh hng Hoosie Burger, cng vic chnh ca ng ta l t
mua thm nguyn liu cho kho khi cn thit v thanh ton cc ha n mua hng. Cc cng vic ny
c thc hin hon ton th cng trn cc h s giy t, uc m hnh ha trong lc hnh 3.11
l mt loi DFD mc vt l m t hin trng ca h thng qun l kho.

Hnh 3.10 Lc ng cnh h thng qun l kho ca nh hng Hoosie Burger
NH CUNG
CP
NGI LP BO
CO KHO
NGI KIM K
KHO

0
H thng
qun l kho
n t
hng
Tin tr
S liu kim k
Ha n S liu bo co

Bob lu
cc ha
n
NH CUNG CP
NGI TO
BO CO KHO
NGI KIM
K KHO

4.0
Bob ghi nh
s lng hng
dng

3.0
Bob i chiu
s liu kim k
v s liu bo
co

5.0
Bob t
hng thm
D2
HS CHNG
T TIN TR

2.0
Bob ghi nh
s lng hng
nhn
n t hng
Tin tr
Ha n
Ha n
tr
Ha n
S liu
bo co
kho

D1 H.S HA N

D3 NHT K KHO

6.0
Bob tr tin
cho ha n
n hn
D liu
ha n
Ha n
c lu
Ha n
S lng
hng nhn
v kho
S lng hng
dng
S liu
kho
S liu
kim k
Mc t hng li
S lng hng hin c
1.0
Hnh 3.11 DFD-0 mc vt l ca h thng qun l kho hin ti
54
(2) DFD mc lun l m t hin trng (current logical DFD). Khi m t khi qut cc chc nng ca
h thng, cc loi thng tin m t tnh cht vt l trong lc dng d liu c lc b bt m
hnh tr nn n gin hn v ch tp trung vo cc chc nng, b qua cch thc hin. Vic chuyn t
DFD mc vt l sang DFD mc lun l l mt cng vic phn tch h thng nh ngha cc chc
nng c bn bn trong h thng hin ti.
Mc ch ca h thng qun l kho l duy tr cc mt hng trong kho c s lng cn thit cho
nh bp. Nguyn tc qun l kho da trn vng hi tip cn bng (chng 1). Trong lc DFD-0
hnh 3.7 (H thng gi mn n) ch ra rng, mi ln khch hng n mua thc n s pht sinh s
kin tiu th nguyn vt liu trong kho mt cch ngu nhin. Nh vy, vn chnh ca ngi qun
l kho l lm cch no bit khi no cn mua thm nguyn liu g v s lng l bao nhiu duy
tr trng thi cn bng cho cc nguyn liu trong kho.
Kt xut quan trng nht ca h thng qun l kho l n t hng gi n nh cung cp. t
hng, ng Bob cn theo di s lng ca cc mn hng trong kho bit nguyn vt liu no cn
phi mua thm, v mua thm bao nhiu. Nh vy, 2 dng d liu s lng hng nhn v kho v s
lng tiu dng i vo Data store D3 NHT K KHO l d liu chnh qun l kho. ng
Bob da vo s lng hng ang tn kho, v mc t hng li (Minimum Order Quantity, MOQ)
ca tng mn hng bit s lng cn t hng thm cho tng mn. Cc x l 1.0, 2.0 v cc Data
store D1, D2 l cung cp s liu v hng nhp kho v thanh ton tin mua hng. Cc x l 3.0
v 4.0 gip ng Bob kim sot c tnh trng thc t ca kho. Hai dng d liu s liu bo co
kho v s liu kim k u cng pht sinh t kho v cng m t cho trng thi ca kho (khng ph
thuc vo ngi to ra chng), do d chng cn c lc b bt.
T phn tch s lc trn, chng ta c th v li DFD mc lun l m t cc chc nng hin ti ca
h thng kho nh lc hnh 3.12.

Lc ny c 3 x l quan trng: X l 1.0 (Cp nht lng hng nhp kho) ghi vt cc loi
nguyn vt liu nhp kho da trn ha n t nh cung cp (invoice), x l 2.0 (Cp nht lng
hng dng) ghi vt cc nguyn vt liu c s dng, v x l 3.0 (Pht sinh n t hng)
Hnh 3.12 DFD-0 mc lun l ca h thng qun l kho hin ti

1.0
Cp nht
lng hng
nhp kho
NH C.CP NGI KIM K

D1 H S KHO
Ha n
Lng hng
nhp kho
Mc tn kho
Mc t hng li
Lng hng
dng
S liu
kho

Cp nht
lng hng
dng
2.0

Pht sinh
n t
hng
3.0

Thanh ton
tin hng
4.0
T
i
n

t
r
t

h
n
g

55
tng hp s liu kho thit lp n t hng. X l 4.0 (Thanh ton tin hng) l thanh ton
cng n (k ton) ch khng qun l kho.
S gin lc cc x l trong luc hnh 3.12 so vi hnh 3.11 l kt qu ca qu trnh phn tch
hng n khi qut ha cc chc nng ca h thng, n gip cho ngi phn tch vin ch tp trung
vo cc i tng hoc chc nng chnh ca h thng, ng thi cho php a dng ha cch ci t
c th cc x l ca h thng mi (v d nh thc hin th cng hay bng my tnh).
(3) DFD mc lun l m t h thng mi (new logical DFD). M hnh ny da trn m hnh DFD
mc lun l m t hin trng xc nh r nhng thay i cn thit trong cc chc nng hin ti,
khng nh h thng mi cn phi lm nhng g. Trong h thng qun l kho ca nh hng Hoosie
Burger, ngui qun l kho (Bob Mellankamp) t ra 3 yu cu cho h thng mi:
1) S liu giao hng a vo h thng mt cch t ng v tc thi, gim bt cc h s giy t;
2) H thng t ng a ra n t hng khi cn thit;
3) C th bit c nhanh chng s lng hng ang tn kho vo bt k lc no.
lc hnh 3.12, x l 1.0 v 3.0 thc hin 2 yu cu 1 & 2. Cc x l ny c m t tng
qut khng ph thuc vo cch lm bng tay hay my tnh. Nh vy lc DFD mi ch c 1 x l
cn thm l truy vn mc tn kho (Query inventory levels) p ng cho yu cu 3.
Lc DFD-mc lun l cho h thng qun l kho mi c v nh trong hnh 3.13.

(4) DFD mc vt l m t h thng mi (new physical DFD). Tng t lc DFD mc vt l m
t h thng hin ti, lc ny m t chi tit vt l cho h thng mi s c trin khai, v d nh
x l t ng hay nhn cng, ai thc hin,

Kt qu truy vn

1.0
Cp nht
lng hng
nhp kho
NH C.CP NGI KIM K

D1 H S KHO
Ha n
Lng hng
nhp kho
Mc tn
kho
Mc t hng li
Lng hng
dng
S liu
kho

Cp nht
lng hng
dng
2.0

Pht sinh
n t
hng
3.0

Thanh ton
tin hng
4.0
T
i
n

t
r
t

h
n
g

NGI QUN L

5.0
Truy vn
mc tn
kho
Mc tn
kho
Truy vn
Yu cu
Hnh 3.13 DFD-0 mc lun l ca h thng qun l kho tng lai
56
3.3 M HNH HA D LIU CA H THNG
Data Flow Diagram v Processing Logic ch ra lm th no, u v khi no d liu c bin i t
u vo thnh u ra, nhng n khng nh ngha cu trc v cc quan h gia cc thnh t d liu.
Lc thc th quan h (Entity Relationship Diagram, ERD) l lc th hin cu trc tru tng
ha ca d liu, da trn khi nim thc th (entity) v quan h (relationship) gia cc thc th,
th hin ni dung, ngha ca cc thnh t d liu trong h thng.
3.3.1 Thc th v quan h gia cc thc th
Thc th (entity) l mt nim khi qut ha v mt nhm i tng trong th gii thc c chung
mt s c im m t cho nim. Vd: thc th NHNVIN gn vi nim v nhng ngi nhn
vin lm vic trong cc t chc, h c cc c im chung l c m nhn vin, tn gi, cng vic
chuyn mn, trnh , thm nin cng tc,; thc th SINHVIN l mt nim v nhng ngi
ang theo hc v nghin cu cc trng i hc, h u c chuyn ngnh hc, kha hc, mn hc,
hc lc, Trong thc t c rt nhiu loi thc th khc nhau, v d:
- Thc th xc thc: m t cho cc i tng hu hnh, nh xe p, nh, my tnh,
- Thc th chc nng: m t cho mc ch, chc nng, hoc nhim v ca con ngi, thit b trong
h thng, t chc hoc x hi, nh: sinh vin, nhn vin, khch hng,
- Thc th s kin: m t cho s kin hoc bin c, nh: bin lai, bin bn, chng t kho,
- Thc th quan h: m t quan h gia cc i tng: kt hn, hp ng, chuyn hng,
Nhng i tng c th trong thc th gi l cc th hin ca thc th (entity instance), v cc c
im chung ca tt c cc i tng c th trong thc th c gi l cc thuc tnh ca thc th
(entity attribute).
Thuc tnh (attribute) l nhng tnh cht, c trng chung ca cc th hin trong thc th; l nhng
g m ngi ta quan tm khi m t thc th theo mt quan im no . Vd: Tn nhn vin, Chc
danh cng vic, Trnh chuyn mn, Thm nin cng tc l nhng thuc tnh chung ca mt
nhm ngi lm vic trong t chc (NhnVin). Cng nhng ngi ny, vi vai tr l khch hng th
h c m t bng cc thuc tnh: Tn khch hng, n t hng, a ch giao hng, Hnh
thc thanh ton. C 3 loi thuc tnh ph bin:
- Thuc tnh m t: lm r tnh cht ca thc th, nh gii tnh, ngh nghip ca nhn vin
- Thuc tnh nh danh: phn bit gia cc th hin ca thc th, nh m nhn vin
- Thuc tnh tham kho: ch mi quan h gia cc th hin trong mt thc th vi cc th hin
trong thc th khc, nh m vt t, m kho trong thc th KHO v VATTU
Kha (key). Kha l mt thuc tnh (hoc kt hp nhiu thuc tnh) dng phn bit tng th hin
trong thc th. Vd: MNV l 1 thuc tnh dng phn bit cc nhn vin. Nu bit MNV ca 1
nhn vin, ta s tm c tn ca nhn vin, a ch v k nng ca nhn vin , da trn d liu m
t chi tit cho mi ngi nhn vin trong thc th NhnVin. Thc th c th c nhiu thuc tnh c
th dng lm kha, gi l candidate key. Mt trong nhng candidate key ca thc th c chn
lm kha chnh cho thc th (primary key). Gi tr ca kha chnh khng c rng, hoc trng nhau,
hoc thay i khi th hin tng ng vi kha vn cn tn ti.
Quan h (relationship). Quan h l mi lin kt gia mt hoc nhiu thc th ch ra s lin quan
v ni dung (v ngha) gia cc th hin trong cc thc th. V d: Mi SINH VIN hc nhiu
57
MN HC. S lin kt ngha ca thc th Sinh vin v thc th Mn hc l mi sinh vin cn hc
mt vi mn. Mt quan h khi c nh ngha th tt c cc th hin trong thc th u c quan h
ny. Gia 2 thc th c th c nhiu quan h khc nhau, v d gia NHNVIN v CNG
VICc quan h Thc hin, Phn cng, Kim tra,: do , vic nh ngha quan h gia cc
thc th mang tnh chn lc; l xc nh quan h no cn s dng trong h thng.
Cardinality: l s th hin trong thc th B c th (hoc phi) lin kt vi mi th hin ca thc th
A. Vd: SINHVIN (thc th A) v MNHC (thc th B) trong quan h Hc: Mt sinh vin phi
hc t nht l 1 mn, v nhiu nht l 6 mn trong mt hc k, din t l (1, 6).
3.3.2 Thit lp thc th v quan h
Theo k thut phn tch thit k hng cu trc (Structured Analysis Design Technique), vic thit
lp lc ERD c thc hin tun t theo trnh t nh sau:
a) nh ngha cc thc th, da trn vai tr, ngha ca thc th i vi h thng. Nn chn danh t
dng lm tn cho thc th, vd: MONHOC, SINHVIEN, KHOA,..
b) nh ngha cc quan h gia cc thc th. Tn ca cc quan h thng c din t bng ng t
ch cc hnh ng, s kin lin kt cc th hin trong cc thc th c quan h nhau.
c) Xc nh cc thuc tnh ca thc th v quan h. Thuc tnh ca thc th (hoc quan h) l nhng
c tnh m tt c cc th hin ca thc th (hoc quan h) u c. Thm thuc tnh tng tnh
m t, hoc c th d liu phn bit cc th hin. B bt thuc tnh nu chng d tha hoc
khng lin quan n vai tr, ngha ca thc th trong h thng.
d) Xc nh cardinality trn mi quan h.
3.3.3 Din t thc th trn lc
Lc ERD s dng 4 k kiu m
t thc th. Mi k hiu tng ng vi
mt nim: thc th, thuc tnh, kha,
hay thuc tnh a tr.
V d, thc th NHNVIN c v nh
hnh bn. Mi nhn vin c 1 m nhn
vin dng phn bit nhau. C quan ch
quan tm n tn nhn vin, a ch nh
ring, v cc k nng ca tng nhn vin.
Thuc tnh a tr (hay thuc tnh lp li, multivalue attribute): l mt thuc tnh c nhiu gi tr c
s dng ng thi m t cho mt th hin. Vd: Mt nhn vin thng c nhiu k nng, thuc tnh
KNng trong thc th NHNVIN c th cha nhiu gi tr m t khc nhau cho mi nhn vin
(nh Susan c 2 k nng)
M_NV Tn_NV KNng
021067 Susan Language
021067 Susan Interpersonal
Nhm lp li: l nhm gm nhiu thuc tnh a tr ca mt thc th lin quan nhau v ngha. Vd:
{Tn_NT, NgySinh_NT, MiQuanH} l tp cc thuc tnh a tr ph thuc vo mi nhn vin: mi
Thc th Thuc tnh Kha
Thuc tnh
a tr
M_NV
Tn_NV aCh_NV
KNng
NHN VIN
58
nhn vin c mt vi ngi thn c tn, ngy sinh, v mi quan h vi ngi nhn vin
(cha/m/v/).

3.3.4 Din t quan h trn lc
ERD s dng 4 k hiu sau y din t quan h v cardinality trn lc .

Mi th hin ca A c ng 1 th hin tng ng B theo
quan h R1 (cardinality = [1,1]).

Mi th hin ca A ch c 1 th hin tng ng B, hoc
khng c th hin tng ng theo quan h R2 (cardinality =
[0,1]).

Mi th hin ca A c t nht l 1 v ti a l N th hin
tng ng B theo quan h R3 (cardinality = [1,N]).

Mi th hin ca A c ti a l N th hin tng ng B,
hoc khng c th hin tng ng theo quan h R4
(cardinality = [0,N]).
(Ch rng mi quan h cng c th c thm vi thuc tnh m t cho bn thn quan h)
Mt quan h gia 2 thc th c th l mt quan h b i (binary relationship). V d:
Mt nhn vin phi c (duy
nht) 1 bng tn.

Mt dy chuyn sn phm phi
sn xut 1 hoc nhiu sn phm.
Mt sn phm phi c sn xut
t 1 dy chuyn sn xut.
Mt sinh vin phi ng k 1
hoc nhiu mn hc. Mt mn
hc c th c nhiu sinh vin ng
k, hoc khng c sinh vin ng
k
Trong quan h ng k mn hc,
ngy ng k mn hc c m
hnh ha l mt thuc tnh m t
thm cho quan h ngk.

R4 B
N
A
R3 B
N
A
R2 B A
Tn_NT, NgySinh_NT,
MiQuanH
M_NV
Tn_NV aCh_NV
KNng
NHNVIN
R1 B A
One to One (1:1)
BNGTN NHNVIN C
SNPHM
DYCHUYN
SN XUT
Snxut
Many to Many (M:N)
SINHVIN ngk MNHC
One to Many (1:N)
SINHVIN ngk MNHC
Ngyngk
59
Mt quan h gia cc th hin trong cng 1 thc th l mt quan h quy. V d:

Mt quan h gia 3 thc th l quan h b 3 (ternary relationship). V d:

Thc th quan h (Associative Entity) l mt quan h c thm d liu ring to thnh thc th. i
vi quan h c thuc tnh, mt mi lin kt gia cc th hin trn quan h ch cn m t bng 1 b d
liu. i vi thc th quan h, mt mi lin kt trong quan h cn c nhiu b d liu m t.
V d: Mi sinh vin sau mi ln thi mt mn hc s c mt im xc nh cho ln thi .
C 2 thc th Sinh vin v Mn hc c cp trong pht biu; quan h Thi lin kt 2 thc
th ny. Ln thi v im l d liu pht sinh sau khi thi nn chng l thuc tnh ca quan h Thi,
khng phi l thuc tnh ca sinh vin hoc mn hc. V mt sinh vin S c th thi nhiu ln i vi
mt mn hc M, nn quan h Thi cn c nhiu b d liu (ln thi, im) m t cho mi lin kt
(S, M) trong quan h Thi. Nh vy Thi l mt thc th quan h, c v trong hnh sau:

Quan h gia thc th Sinh vin v thc th Thi l quan h 1-N (mt sinh vin c th khng thi
hoc c nhiu ln thi cho mt mn no ; im thi ca mt mn trong mt ln thi l ca mt sinh
vin). Tng t, quan h gia Mn hc v Thi cng l quan h 1:N.

SINHVIN

MNHC
Ln thi
THI
im
M:N
1 mn c th c nhiu thnh phn,
mi thnh phn cng l 1 mn . Mi
mn c th c dng to ra nhiu
mn khc.
MN
Gm c
Bn

NH CC
HNGHA
NGUIMUA
Mt nh cung cp c th bn nhiu mt
hng cho nhiu ngi mua; 1 ngi mua
hng c th mua hng t nhiu nh cung
cp khc nhau

M:N
Mt ngi ch c kt hn vi mt
ngi khc
Mt nhn vin c th qun l nhiu
nhn vin
CNHN
1:1
Kt hn
vi

NHNVIN
1:N
QunL

60
3.3.5 M hnh ha d liu ca h thng
Chng ta hy xem v d v h thng qun l kho ca nh hng Hoosie Burger c lc dng d
liu mc 0 (DFD-0) v trn hnh 3.13. Mc ch ca h thng ny l theo di v tng thut chi tit
nhng bin ng v s lng nguyn vt liu trong kho, pht sinh n t hng v thanh ton tin cho
nh cung cp. D liu chnh ca h thng c lu trong Data store D1 (H S KHO).
Cc thay i trn D1 c pht sinh bi 2 s kin: Khi nh hng nhn c hng t nh cung cp (c
ha n mua hng), v tiu th nguyn liu khi lm thc n bn cho khch hng (c bin lai thu tin
hoc ha n bn hng).
Mi ha n nhn hng c m s ca nh cung cp (M_NCC), s ca ha n mua hng
(S_HM), ngy pht hnh (Ngy_PH), tin tr (TinTr). Vy chng ta c thc th
HANMUAHNG din t cho s kin mt nh cung cp no giao mt s mn hng v
kho.
Mi mt hng lu trong kho c m s hng (M_Hng), c t cho mn hng (Mt), s lng tn
(SLG_tnkho), loi hng (Loi) v s lng ti thiu t hng li (Minimum_Order_Quantity,
MOQ). Nh vy ta c thc th HNGTN l thc th m t cc mn hng ang c trong kho.
Mi ha n mua hng c lit k danh sch cc mt hng c giao v kho km theo s lng ca
mi mn. Nh vy, NHPHNG l mt quan h gia HANMUAHNG v
HNGTN, trong s lng ca mi mn hng c thm vo kho (Slg_nhp) l thuc tnh ca
quan h ny.
Mi sn phm (mn n) c bn c m s sn phm (M_SP) v m t sn phm. Vy ta c thc th
SNPHM c 2 thuc tnh: M_SP v MT.
Cc mt hng trong kho c dng nh nguyn liu lm ra sn phm. V mi sn phm mn n
c lm t nhiu loi nguyn liu khc nhau nn nh hng cn duy tr cc cng thc nu n xc
nh sn phm no cn nhng nguyn liu g vi liu lng l bao nhiu. Nh vy cng thc nu n
(CNGTHC) l mt quan h gia SNPHM v HNGTN, trong liu lng cn s
dng (Slg_dng) ca mi loi nguyn liu trong cng thc nu n l mt thuc tnh ca quan h ny.
Mi ln bn hng th nh hng pht sinh 1 bin lai thu tin (ha n bn hng) c ghi s ha n
v ngy thu tin. Nh vy HANBNHNG l mt thc th m t cho s kin bn hng ca
nh hng gm 2 thuc tnh: S_HB v Ngy.
Mi ha n bn hng c lit k cc sn phm c bn km theo s lng. Nh vy XUTBN
l mt quan h gia thc th HANBNHNG v thc th SNPHM, trong s lng
ca mi sn phm bn (Slg_bn) l thuc tnh ca quan h ny.
T nhng phn tch trn, chng ta v c lc thc th quan h (ERD) ca h thng nh hnh
3.14.
61

3.3.6 S tung quan gia DFD v ERD
C hai lc u dng m hnh ha cho mt h thng thng tin. DFD (v cc processing logic)
c dng ch ra cc x l trn d liu, ERD (v t in d liu) dng m t ni dung ca d
liu. Trong cc lc y sau cng, ni dung x l v ni dung d liu phi ph hp nhau, l:
1. Ni dung d liu t tt c cc dng d liu cp nht cho tt c cc Datastore ca h thng phi
din t d liu (thuc tnh ca thc th) trong lc quan h d liu.
2. Ni dung d liu c ly ra t tt c cc Data store phi nm trong lc quan h d liu.
Cc rng buc ny lm tng tnh cht nht qun trong h thng, v b qua cc loi d liu thuc v
cu hnh ca h thng (cc loi d liu m t cho cc ty bin lm tng tnh tin nghi ca h thng,
nh d liu quy uc hin th mu sc, hnh dng ca cc khun mu nhp / xut d liu, cc quy c
by li v bo li trong chng trnh)
3.4 PHN TCH U KHUYT IM CA CC QUY TC QUN L
Cc quy tc qun l xc nh chc nng (hoc phm vi trch nhim) ca cc x l, v ni dung d
liu trong h thng. Phn tch u khuyt im ca cc qun l l xem xt hiu qu s dng cc x l
v d liu i vi mc ch ca h thng hoc mc tiu ca t chc. Nguyn tc cn bng khi v cc
lc dng d liu gip chng ta pht hin cc quy tc qun l khng hp l nh pht hin ra cc
dng d liu khng c ni n, hoc d tha d liu. Phn tch cc tin trnh, d liu v cu trc h
thng s gip chng ta hiu r hn v hiu qu ca cc quy tc qun l a n cc quyt nh ci
tin.
S_HB
Ngy
TinTr
Ngy_PH
S_HM
M_NCC
Slg_nhp
Slg_bn
Slg_dng
M_SP MT
MOQ
Loi
Mt
M_Hng
Slg_tnkho
HAN
BNHNG
SNPHM HNGTN
HAN
MUAHNG
CNGTHC
XUTBN

NHPHNG

Hnh 3.14 Lc ERD cho nh hng Hosier Burger
62
3.4.1 Cc tin trnh x l
Mt tin trnh x l tt khi tt c cc output ca n cn s dng tt c cc thnh t d liu cung cp
cho n; hay ni cch khc, khng th b bt k thnh t d liu no u vo ca tin trnh m
khng lm nh hng n u ra (d liu cung cp cho tin trnh khng b d tha).
Nu c 2 x l cng cp nht mt ni dung d liu ging nhau trn Data store nh trong hnh 3.15, ta
bit rng c s trng lp gia 2 x l ny (cp nht d liu D). iu ny cng tng t nh hai
ngi nhn vin cng cp nht (thm, xa, sa) mt h s chung. Do , phn nh trch nhim r
rng gia nhng ngi nhn vin, hoc chun ha cc x l th cp nht d liu c m t bng
mt x l ring (3.0), v x l 3.0 s c mt ngi hoc my tnh thc hin.

3.4.2 D liu lu tr
ly mt ni dung d liu no t Data store th phi c mt x l no a d liu ny vo.
Nh vy, tng cng cc dng d liu i vo Data store cho ta bit ni dung d liu c lu tr ca
h thng (c s d liu); tng cc dng d liu i ra khi cc Data store cho ta bit c s d liu ca
h thng cn phi c nhng g; v d liu c ly ra phi c sn trong Data store. Nu nh d liu
a vo Data store nhiu hn d liu c ly ra th h thng ang b lng ph d liu. Ngc li,
hiu qu lu tr ca h thng s cao hn nu d liu c tham kho (ly ra) cho nhiu x l khc
nhau, hoc tn sut c d liu cao.
Nu c nhiu Data store cng lu tr mt vi ni dung d liu ging nhau th h thng lu tr c th
b lng ph do trng lp d liu. Trong v d v quy trnh tnh lng hnh 3.5, nu phng t chc c
lu tr (copy) cc bng chm cng theo di trch nhim ca nhn vin trong cng vic hng ngy
th d liu chm cng s lu hai ni: phng t chc v phng k ton. Nu lc ny c dng
xy dng h thng thng tin qun l bng my tnh (v mng my tnh) th d liu lu 2 ni s
b lng ph hoc khng nht qun, c th ci tin li nh trong hnh 3.16:

Hnh 3.16 Dng d liu tnh lng & qun l nhn vin trong t chc
D liu
chm cng
D liu
chm cng

1.1
Chm cng

Tnh lng

Qun l L
1.2
1.3

D1 H S NV
D liu
chm cng

1.0
P1

2.0
P2

D1 DATA
D D

1.0
P1

2.0
P2

D1 DATA
D
D

3.0
Update D
D
Hnh 3.15. Phn lp cc x l ging nhau
63
3.4.3 Ti cu trc cc tin trnh (Business Process Reengineering)
phn tch cch ti cu trc cc tin trnh h thng, chng ta hy xem v d v h thng xt duyt
hp ng mua hng ca cng ty IBM (trc nm 1993). H thng nguyn thy c thc hin qua 5
bc:
1. Nhn vin bn hng gi yu cu t mua hng s lng ln n cng ty. Mt nhn vin ca cng
ty tip nhn yu cu v chun b h s cho khch hng (Log Request),
2. H s chuyn n nhn vin khc kim tra kh nng ti chnh ca khch (Check Credit),
3. H s chuyn n nhn vin cho vay n xc nh chnh sch tr gp (Modify Loan Agr.),
4. H s chuyn n nhn vin khc quyt nh li sut tr gp (Determine Interest Rate),
5. H s chuyn n ngi qun l lp hp ng gi n nhn vin bn hng.
Ton b tin trnh x l ca h thng c v trong lc DFD hnh 3.17.

Trong quy trnh ny, p ng cho mt yu cu t ngi tip th vin th h thng phi thc hin
tun t 5 cng vic, mi vic do mt ngi thc hin v trong thc t, hon tt ton b cc th tc
phi mt 6 ngy. Cng vic ca mi ngi trong chui cng vic trn s gm c hiu h s v
gii quyt cng vic trong phm vi chuyn mn c giao. Nu b qua thi gian chuyn h s t
ngi ny sang ngi khc (k t khi h s c chuyn i cho n khi nhn c), th hn ch ca
quy trnh l nhiu ngi phi lp li cng vic c hiu tng h s. Hn na, do s phn chia lnh
vc chuyn mn, cc nhn vin khng th chia s cng vic vi nhau c. Nu c mt nt tht c
chai trong chui cng vic trn, nhiu h s b ch tt cho d c nhiu nhn vin ang rnh.

1.0
Tip nhn
yu cu

D2 H S TN DNG
Yu cu
H s yu cu
Li sut Xc nh li
sut tr gp
4.0

Xc nh
chnh sch
tr gp
3.0

Kim tra tnh
trng tn
dng
2.0

5.0
Pht sinh
hp ng
Hp ng

D1 H S TIN LI
NV BNHNG
NV BNHNG
H s yu cu
Trng thi
H s yu cu
H s yu cu
Hnh 3.17 DFD-0 ca h thng xt duyt hp ng mua hng ca IBM
64

khc phc cc khuyt im, IBM quyt nh thay i cu trc thc hin cc tin trnh nh trong
hnh 3.18(b). Thay v mi nhn vin ph trch thc hin mt x l, mi ngui s thc hin ton b
quy trnh t khi nhn yu cu n khi lp hp ng. Theo cch ny, s chuyn giao v c li h s
s khng cn thit na, v thi gian gii quyt cho tng h s gim ng k. Nhiu nhn vin c th
chia s cng vic vi nhau v tt c mi ngi u lm ging nhau. Tuy nhin, cng vic ca mt
ngi nhn vin by gi s tri rng trn 5 lnh vc chuyn mn m c th tng ngi nhn vin
cha trnh gii quyt trn vn, do s h tr t cc chuyn gia (specialists) l rt cn thit. S
h tr ny s khng thng xuyn v sau mt thi gian kin thc cn thit cho cng vic s dn dn
c ngi nhn vin lnh hi y . T phn tch ny cho chng ta lc mi cho h thng c
v trong hnh 3.19.

3.5 NH GI TNH KH THI CA CC CI TIN
Cc ci tin (thay i) c a ra sau khi phn tch l mc tiu ca cc d n xy dng h thng
thng tin mi, nn cc ci tin phi c tnh kh thi. Tnh kh thi ca cc thay i c xem xt trn 3
kha cnh tng qut nh sau:
Hnh 3.18 Phng php thc hin ca IBM trc (a) v sau (b) khi ti cu trc
X l 2.0 X l 3.0 X l 4.0 X l 5.0
X l 2.0 X l 3.0 X l 4.0 X l 5.0
Yu cu 1
Yu cu 2
Hp ng 1
Hp ng 2
X l 1.0
X l 1.0
NV.1 NV.2 NV.3 NV.4 NV.5
X l 2.0 X l 3.0 X l 4.0 X l 5.0
X l 2.0 X l 3.0 X l 4.0 X l 5.0
X l 1.0
X l 1.0
NV.1
NV.2
(a)
(b)
Yu cu 1
Yu cu 2
Hp ng 1
Hp ng 2
Hnh 3.19 DFD-0 ca h thng sau khi ti cu trc cc tin trnh

1.0
X l hp
ng

D2 HS TN DNG
Yucu
Hpng

D1 HS TIN LI
NV BNHNG
CVIN T VN
Rate
Trng
thi
D liu h tr
65
3.5.1 Nng lc ca h thng mi i vi cc k hoch pht trin t chc.
Cc t chc cn pht trin h thng thng tin h tr cho cc k hoch tng th v tch hp cc h
thng qun l vi hoch nh cp cao. Cc mc tiu pht sinh t mc ch ca t chc l thnh qu
phi t c t cc k hoch ca t chc, v h thng thng tin ng vai tr l mt cng c, phng
tin tr gip thc hin cc k hoch ny bng cch ch ra rng n lm c nhng g gip cho t
chc t c cc mc tiu theo k hoch t ra.
3.5.2 Kh nng tha mn cc tiu ch nh gi mc thnh cng (CSFs) ca t chc
CSFs c hnh thnh t lnh vc hot ng ca t chc, t mi trng m t chc hot ng v t
phng php qun l ca cc nh qun l. Cc CSFs l c s thit lp cc chun (standards) v
quy tc qun l trong t chc. H thng thng tin qun l mi cn lm tha mn ti a cc CSF ny.
3.5.3 Phm vi nh hng ca h thng thng tin
mi trong t chc.
H thng thng tin mi thng lm thay i trong
cch qun l t chc nh thay i quy trnh, chc
nng ca h thng hoc cc mi quan h gia cc h
thng. H thng thng tin mi c th thnh cng v
phng din k thut, nhng c th gy ra nhiu vn
qun l phc tp (nh nh mc lao ng, ti b
tr nhn lc c chuyn mn), lm cho t chc hot
ng km hiu qu. Cc thay i c nhiu mc , t
vic ci tin nh n ci tin nhy vt. Cc ci tin
nh t gy ra bin ng (ri ro) trong t chc, xc
sut thnh cng cao nhng mang li nhng thnh tu ci tin khng ng k. Hnh 3.20 din t 4 mc
nh hng n t chc ca h thng thng tin mi: t ng ha, hp l ha, ti cu trc tin trnh
v chuyn dch c cu t chc, lin quan n ri ro v thnh tu t c.
a) T ng ha
ng dng nguyn thy ca cc h thng thng tin da trn my tnh l tr gip cho ngi nhn vin
thc hin cng vic ca h mt cch c hiu qu v c nng sut cao, nh:
- n gin ha cc cng vic, lm gim chi ph nhn cng.
- M rng knh bn hng (v d: t hng qua Website).
- Rt ngn thi gian p ng yu cu.
- Ci tin cht lng thit k sn phm (v d: s dng AutoCAD thit k).
b) Hp l ha
T ng ha thng gy ra hin tng ti u cc b: cng vic cc b phn c tr gip ca my
tnh c thc hin nhanh hn cc b phn khc. Nu c mt ni b tc nghn c chai trn dy
chuyn to ra gi tr th hiu qu x l ca h thng cng khng cao. Hp l ha l sp xp li cc
cng vic trn dy chuyn sn xut, nhm tn dng ti a kt qu to ra t mi cng vic, b bt
nhng cng vic d tha.

R
I

R
O

T ng ha
Hp l ha
Ti cu trc tin trnh
Chuyn dch c cu
Thp
Cao
Cao
Thp
THNH TU
Hnh 3.20. Tm nh hng n t chc
66
c) Ti cu trc tin trnh
L vic phn tch, chn la phng php thc hin c hiu qu cao hn v vt tri hn so vi cc
phng php tng c p dng trong t chc. Khi thay i cch thc hin mc tiu ca t chc,
cc tin trnh v ngun lc (con ngi, phng php, cng c) cn phi sp xp li cho ph hp vi
tnh cht ca cng vic mi. Nh sch Amazon.com chuyn hu ht cc cng vic bun bn sch
truyn thng sang bn sch in t; cc cng vic chnh trn dy chuyn bn sch u thc hin trn
my tnh thay cho cc cng vic nhn cng trc y. Nh , nh sch tn dng thm c hai
ngun lc mi t x hi l cng ngh thng tin v mng Internet. S ti cu trc tin trnh mang
li nhiu li ch to ln, nhng cng gy ra nhiu thch thc trong cch t chc thc hin: (1) cn nhn
lc c chuyn mn ph hp, (2) cn th trng n nhn hnh thc bun bn ny v (3) vt qua
nhng kh khn v k thut (website hot ng bn b, ng tin cy) v php l (lut bn quyn cho
sch in t, thanh ton bng tin in t).
d) Chuyn dch c cu t chc
L thay i mc tiu ca t chc tp trung ngun lc vo th mnh ca t chc v hp tc vi
nhng i tc c nng lc cao cng to ra sn phm dch v vut tri. Thay v sn xut ton b sn
phm, doanh nghip ch lm mt phn ca sn phm m n c u th, phn cn li ca sn phm
c chuyn sang cc i tc c nng lc cao hn. Nh vy, sn phm v dch v lm ra s c nhiu
u th hn bnh thng cht lng v gi thnh. V d, vi s tr gip ca h thng thng tin cng
tc (inter-organizational system, IOS), chin lc lin minh vi cc i tc Flextronics
International, Federal Express (FedEx) v UPS gip cho Cisco tr thnh mt doanh nghip rt
thnh cng hin nay. Cng nh cc hng sn xut thit b cng ngh cao khc nh HP, IBM, Intel, v
Nokia, Cisco khng sn xut ton b sn phm m chuyn hu ht quy trnh cng ngh sn xut cho
cc hng sn xut cc nc ang pht trin nh Trung Quc, Malaysia v i loan, tn dng
ngun nhn lc r v th trng ang pht trin nhanh.

TM TT NI DUNG
Nhn thc hin trng, m hnh ha x l, m hnh ha d liu, phn tch cc quy tc qun l v nh
gi kh thi cho cc ci tin l nhng ni dung chnh trong chng 3.
Tm hiu hin trng l qu trnh khm ph cch m h thng to ra gi tr cng thm ca n cho t
chc hoc mi trng qua cc x l v ni dung d liu c x l. Vic tm hiu h thng c th
thc hin bng nhiu cch khc nhau, v mi cch c u khuyt im khc nhau trong tng hon
cnh p dng. Tt c cc kho st u phi to ra m t chnh xc v y v hin trng v mong
mun ca ngi s dng lm c s cho vic phn tch ci tin h thng.
lp ti liu m t cho h thng ng thi chia s s hiu bit v h thng vi nhng ngi cng
tc pht trin h thng, kt qu kho st cn phi h thng ha bng cc lc nh DFD, ERD, km
theo cc m t b sung nh ngn ng c cu trc gin lc, cy quyt nh, bng quyt nh hay t
in d liu.
Lc DFD dng m hnh ha cc x l ca h thng hin ti hoc h thng s xy dng da
trn k thut phn tch thit k cu trc t ngoi vo trong; lc tng qut nht l lc ng
cnh ca ton h thng c v trc, sau l cc lc phn r chi tit ho dn tng x l ca h
thng. Cc quy tc v DFD v quy tc phn r DFD cn phi tun th khi to lc .
67
Lc ERD dng m hnh ha d liu ca h thng bng khi nim thc th v quan h gia cc
thc th. Mi thc th tng trng cho mt nhm i tng trong th gii thc c chung mt s
thuc tnh m h thng cn lu tr v x l (th hin ca thc th). Cc thc th c lin kt logic vi
nhau hnh thnh mi quan h gia cc thc th; l c s thit lp cc rng buc ton vn d liu
ca h thng.
Phn tch cc quy tc qun l ca t chc l tm ra u khuyt im trong cch thit lp cc x l,
lu tr d liu v cch nh ngha quy trnh x l trong h thng.
nh gi kh thi cho cc ci tin l kim sot cc hot ng ci tin (thay i) h thng nhm
phng trnh ri ro, km hiu qu i vi t chc, hoc khng ngun lc thc hin.

CU HI N TP
1. Hy cho bit ngha ca vic phn tch h thng i vi vic pht trin t chc ?
2. Hy cho bit vai tr ca vic nhn thc hin trng i vi vic phn tch h thng ?
3. Cng vic kho st hin trng cn tha mn nhng iu kin g ?
4. Hy phn bit gia phng php phng vn nhm v phng php JAD (joint Application
Design).
5. Hy cho bit nhng yu t no gip Amazon.com thnh cng trong lnh vc bn sch in t
thay v bn sch truyn thng ?
6. Hy cho bit ni dung chnh trong vic phn tch thit k hng cu trc l g ?
7. Thc th khc vi th hin nhng im no ?
8. Kha ca thc th l g ?
9. Hy phn bit gia quan h v thc th quan h.

CHN CU TR LI NG
10. Nhng hot ng no khng phi l tm hiu (nhn thc v) hin trng ca h thng
a) Tm hiu cc quy tc qun l ang c p dng
b) Tm hiu cc cng vic ang c thc hin bn trong h thng
c) Tm hiu cc yu cu hoc mong mun ca nhng ngi lm trong h thng
d) Tm kim cc cng ngh mi ci tin h thng
11. Khuyt im chnh ca phng php lm mu th l
a) Ngi s dng can thip qu su vo cng vic thit k h thng
b) Kh lp c k hoch thc hin
c) Ngi s dng t ra qu nhiu yu cu chi tit
d) Kh xc nh c cc x l tim n - khng th hin trn cc giao din
12. Cng vic phn tch u khuyt im ca h thng s c bt u thc hin vo lc no ?
a) Sau khi c DFD mc vt l cho h thng hin ti
b) Sau khi c DFD mc lun l cho h thng hin ti
c) Sau khi c DFD mc lun l cho h thng tng lai
68
d) Sau khi c DFD mc vt l cho h thng tng lai
13. Phn tch h thng sn xut kinh doanh ca mt doanh nghip l cc hot ng
a) Phn tch cc tin trnh bn hng
b) Phn tch cc tin trnh sn xut
c) Phn tch cc tin trnh qun l
d) Phn tch cc tin trnh gp phn to ra gi tr cho doanh nghip
14. Vai tr ca cc lc DFD, ERD i vi vic pht trin h thng thng tin trong t chc l
a) chia s s hiu bit v mt h thng thng tin gia nhng ngi tham gia pht trin h
thng thng tin
b) h thng ha kin thc hiu bit ca mi c nhn v mt h thng thng tin
c) hn ch s dng cc on vn m t di dng.
d) C a, b v c u ng

BI TP
Bi tp DFD 1. Mt ca hng bn qun o mun thit lp mt h thng gim st bn hng. Ca hng
s dng bn copy ca cc bin lai thu tin c giao khch hng cp nht h s hng bn
(Goods Sold File), h s hng tn kho (Inventory File), v h s doanh thu (Sales Total File). Ca
hng s dng cc h s ny pht sinh bo co t mua thm hng cho nh kho v bo co cho
ngi qun l. Hy v lc ng cnh v DFD level 0 cho h thng.
Bi tp DFD 2. Cng ty Wonder Widget (WWC) c mt h thng gim st cc n t hng t khch
hng. WWC ly m s ca cc mn hng c yu cu t danh mc hng (Master Item Number
List), ly n gi ca mn hng t h s gi (Master Price List), v kim tra mc tn dng ca khch
hng trong h s tn dng (Credit Rating File). Cc phiu t hng c chp nhn s lu trong h s
t hng c chp nhn (Accepted Orders File), cc phiu t hng b t chi c lu trong h s
t hng b t chi (Rejected Orders File). H thng kho c kim tra xem s lng hng c
cho cc phiu t hng c chp nhn khng. Nu , phiu t hng c ph duyt v gi n
trung tm giao hng. Nu khng , phiu s b t chi v a vo h s t hng b t chi. H s
t hng b t chi c dng pht sinh bo co phiu t hng b t chi cho gim c ca
WWC. Hy v lc ng cnh v DFD level 0 cho h thng.
Bi tp DFD 3. Yukky Yuk's Burger l mt quy Kiosque bn bnh m ham-burger v nc ngt cho
khch vng lai. Khi khch hng t mua bnh ti ca s t hng, c nhn vin tip tn ghi vo phiu
v t n ln k mua hng. C u bp c phiu ly t k mua hng v chun b cc nguyn liu cn
thit. Nu cn nguyn liu, c ta s ly chng t t lnh. Nu t lnh ht nguyn liu, c ta s ly
chng t nh kho b sung cho t lnh. Khi thc n c nu xong, c ta s gi li v t chng ln
khai cha. C nhn vin phc v c phiu t k mua hng, ly thc n t khai cha, ly nc ngt
t t lnh v b tt c vo ti chuyn cho c nhn vin bn hng thu tin v giao thc n cho
khch hng ti quy thu tin. Nu t lnh ht nc ngt, c nhn vin phc v s b sung thm t nh
kho. Hy v lc ng cnh v DFD level 0 cho h thng.
69
Bi tp DFD 4. Project Inc. l mt cng ty my tnh c khong 500 lp trnh vin v phn tch vin.
Cng ty lu h s v tt c nhn vin, k nng ca h, d n c giao, v ni ang lm vic. Nhn
vin mi c tuyn dng bi trng phng nhn s, da trn d liu trong n xin vic v bo co
nh gi t ngi qun l phng vn cc ng c vin. Cc ng c vin c nng lc c th np n
xin vic bt k lc no, n ca h c lu vo h s. Khi c mt cng vic mi mt trung tm,
trng trung tm thng bo cho trng phng nhn s v gi bn c t cng vic n . Trng
phng nhn s s so snh bn c t cng vic vi nng lc ca cc ng vin ang c trong h s v
chn ra 3 ng vin tt nht. Sau , trng phng nhn s lp lch phng vn gia trng trung tm
v 3 ng vin. Sau khi phng vn, trng trung tm gi bo co nh gi mi ng vin cho trng
phng nhn s. Trng phng nhn s quyt nh tuyn dng da trn bo co nh gi, n xin vic
v c t cng vic, v gi th thng bo kt qu tuyn dng n trng trung tm v ngi c
phng vn. Mt h s c to mi cho nhn vin mi, gm n xin vic v bo co nh gi. Nhn
vin mi cng c hi v cc tha thun v ghi vo h s. Cc n xin vic ca cc ng vin khng
c chn c a tr vo h s xin vic. Tt c cc n xin vic c lu trong mt nm sau
hy b. Hy v lc ng cnh v DFD level 0 cho h thng tuyn dng.
Bi tp ERD 1. Hng ha c xut cng trong cc container v mi container c nh danh bi s
ca container, ch n v kch c ca n. i l vn chuyn (Shipping Agent) chu trch nhim gom
nhm cc container vo mt l hng v cho l hng mt s nh danh v gi tr ca l. Cc con tu,
xc nh bi s ca con tu v quc gia ng k, thc hin cc chuyn hi trnh, mi chuyn hi trnh
mang mt s l hng i n ch ca chng. Mi chuyn hi trnh c cho s hi trnh v trng ti.
Hy v luc ERD ch ra tt c cc thc th, thuc tnh, quan h v cardinality ca quan h.
Bi tp ERD 2. Mt cng ty c mt s phng, mi phng c s phng (duy nht), tn v v tr. Mi
phng c nhiu nhn vin, nhng mt nhn vin ch lm vic cho mt phng. Mi nhn vin c s
nhn vin (duy nht), tn y (gm h, tn m v tn), v mc lng. Cng ty cng lu tn, gii
tnh, ngy sinh ca nhng ngi thn ca nhn vin. Cng ty c nhiu d n v lu s d n (duy
nht) v v tr cho mi d n. Cc nhn vin c th tham gia nhiu d n, nhng mi d n ch c mt
ngi qun l. Cng ty mua hng t nhiu nh cung cp thng qua cc d n ca n, v lu h s v
nh cung cp gm s, tn, tnh trng v thnh ph. Cng ty cng lu m s hng, m t, s ca nh
cung cp, v s lng hng c cung cp. Hy v ERD cho h thng ny.
Bi tp ERD 3. Trong mt bnh vin, mi c nhn lm vic hoc lin h vi bnh vin nh nhn vin,
bc s (l mt nhn vin ca bnh vin) v bnh nhn u c bnh vin lu s chng minh nhn
dn, a ch thng tr, ngy sinh, s in thoi lin lc. Ngoi ra, mi i tng c lu thm
thng tin ring: Mi nhn vin c thm ngy tuyn dng, chc danh cng vic. Mi bc s c thm
chuyn mn, k nng, phng lm vic. Mi bnh nhn c thm ngy khm u tin bnh vin, v
cc bnh pht hin. Mi bnh nhn ch do mt bc s iu tr. Mt bc s c th iu tr cho nhiu
bnh nhn hoc khng. Mi nhn vin c phn cng lm vic trong mt khoa iu tr (nh sn
khoa, khoa nhi, khoa X quang, khoa cp cu). Mi khoa c th c nhiu gng bnh, nhng cng c
th khng c gng bnh no nh khoa X quang. Mi ging c s gng (duy nht), v s phng.
Bnh nhn li bnh vin th c cho 1 ging; ngy nhn v ngy tr c ghi nhn li. Khi khm
bnh, thi gian, ngy v kt lun ca bc s khm bnh cho bnh nhn phi c ghi vo h s. Hy
v lc ERD cho bnh vin.

70
TI LIU THAM KHO
4. Modern System Analysis and Design, Jeffrey A.Hoffer, Joey F.George, Joseph S.Valacich,
Addition Wesley, 2002, Chng 8, 9, 10.
5. Management Information System, Kenneth C.Laudon, Jane P.Laudon, 2002, Prentice Hall:
Chng 1 (Managing The Digital Firm), Chng 2 (Information System In The Enterprise)
v Chng 3 (Information Systems, Organisations, Management and Strategy).

71
Chng 4:
THIT K H THNG THNG TIN
Phn tch h thng v thit k h thng u din ra trong nhn thc ca ngi xy dng h thng
(trong th gii nim), tuy nhin hai hot ng ny rt khc nhau v ngha. Trong khi phn tch h
thng l tm cc u khuyt im ca h thng hin ti ch ra h thng mi cn lm nhng g cho t
chc (thc hin nhng cng vic g v kt qu to ra l g), th thit k h thng phi ch ra rng h
thng mi phi gii quyt cc bi ton ny nh th no. Nh vy, tt c cc yu cu sau khi phn tch
u cn phi c gii quyt trong bn thit k.
Tt c cc thit k (lm nh th no) u phi da trn thc t. Hot ng thit k h thng da trn
nhn thc v ngun lc thc t ca t chc (nh nhn lc, phng php qun l v sn xut, kinh ph,
cc vt t cng c sn c) v x hi (nh cng ngh mi, dch v sn c, kh nng hp tc lin
doanh, nng lc qun l nh nc) thit lp phng php qun l t chc, sp xp ti u cc tin
trnh x l v chn cng ngh no khai thc c ti a nng lc ca h thng trong sut chu k
sng ca n.
Phng php chung cho cc hot ng thit k l din t cc yu cu (mc nim) thnh dng ph
hp (mc k thut) vi cc gii php cng ngh c sn, sau la chn thit k tt nht da trn
cc tiu chun nh gi. Cc bc thc hin chi tit c trnh by tun t trong chng ny.
4.1 THIT K CC BNG QUAN H
4.1.1 Bng quan h (Relation)
Mt bng quan h l mt cu trc bng n gin gm ct v hng nh trong cc cun s k ton,
dng din t cc thc th v quan h trong m hnh thc th quan h cho ph hp vi cc bng d
liu ca cc c s d liu loi quan h (Relational Database).
Mi ct ca bng quan h tng ng vi mt thuc tnh ca thc th (hoc quan h)
Mi hng ca bng quan h tng ng vi mt th hin ca thc th (hoc thc th quan h)
Khng phi bng no cng c dng lm bng quan h; n phi tho mn cc iu kin sau:
1. Cc d liu trong bng u l nguyn t (khng cha nhiu thnh phn nh hn). Mi phn t
ca bng l n v d liu nh nht c h thng lu tr v c ra. Nh vy, nu thc th khch
hng c thuc tnh a ch gm s nh, ng, phng, qun m h thng cn phi
phn bit trn tng thnh t ny (v d: m s lng khch hng c trong mt qun), th bng
quan h tng ng s phi c cc trng s nh, ng, phng, qun thay v ch c 1
trng a ch.
2. Mi dng l duy nht, ngha l khng th c 2 dng hon ton ging nhau trong bng.
3. Mi ct c 1 tn duy nht trong bng quan h phn bit vi cc ct khc trong bng.
4. Mi bng quan h ch c 1 tn duy nht trong ton b h thng.
Tng t nh ERD, chng ta khng quan tm n cu trc lu tr vt l (kiu, loi, kch c) ca cc
bng quan h. Tuy nhin, ngoi vic bo v ton vn d liu, chng ta cn quan tm hn ch ti a s
trng lp d liu cc dng, v (1) trng lp d liu thng gy ra hin tng d liu khng nht
qun khi chng c cp nht (thm, xa, sa) v (2) n s gy lng ph khng gian lu tr vt l khi
ci t bng quan h vo trong cc c s d liu.
72
Th t ca cc ct trong bng khng quan trng. Kha ca bng quan h tng ng vi kha ca
thc th. V d: thc th NHNVIN gm c cc thuc tnh M_NV, Tn_NV, Phng, McLng
v cc th hin ca n c din t thnh bng NHNVIN nh sau:
M_NV Tn_NV Phng McLng
100
140
110
190
150
Margaret Simpson
Alan Beeton
Chris Lucero
Lorenzo Davis
Susan Martin
Maketing
Accounting
Info. Systems
Finance
Marketing
$ 42,000
$ 52,000
$ 43,000
$ 38,000
$ 38,500
4.1.2 Chuyn t thc th sang bng quan h
V d 1. Thc th NHNVIN c cc thuc tnh kha (M_NV), thuc tnh nguyn t (Tn_NV),
thuc tnh t hp (aCh) v thuc tnh a tr (KNng). Cc thuc tnh kha v thuc tnh nguyn
t c chuyn trc tip thnh cc ct ca bng NHANVIN (Hnh 4.1).

i vi thuc tnh t hp, ch cc thnh phn nguyn t ca thuc tnh ny c chuyn thnh cc ct
ca bng (Street, City, State, Zip) tha mn cho iu kin 1.
i vi thuc tnh a tr KNng, nu ta chuyn trc
tip n thnh ct KNng trong bng quan h th trong
trng hp mt nhn vin c nhiu hn 1 k nng (nh
Susan Martin), n s gy trng lp d liu trn tt c cc
ct cn li. V vy, ngui ta s dng mt bng quan h
th 2 tn KNNGNV gm 2 ct M_NV v KNng,
lin kt vi bng NHNVIN bng kha M_NV nh hnh 4.1b. Theo cch ny, ch c gi tr
M_NV b lp li cho mi k nng ca mt ngi nhn vin trong bng KNNGNV. Mi tn (phi
c v r) t M_NV ca KNNGNV ch n M_NV ca NHNVIN cho bit rng gi tr ca
M_NV Tn_NV KNng

150
150

Susan Martin
Susan Martin

Interpersonal
Negotiation
M_NV
Tn_NV
ng
T.ph Bang
Vng
aCh
KNng
NHNVIN
M_NV Tn_NV ng T.Ph Bang Vng
M_NV KNng EMP_SKILLS
NHNVIN
Hnh 4.1 Chuyn thc th sang bng quan h
a) Thc th
b) Bng quan h
73
M_NV trong bng KNNGNV phi c ly t M_NV ca bng NHNVIN bo m ton
vn d liu (M_NV c gi l kha ngoi ca bng KNNGNV).
V d 2. Nhm thuc tnh lp li (Repeating group) l tp gm nhiu thuc tnh a tr c lin quan
nhau nh thng tin v nhng ngi thn ca mt nhn vin gm tn ngi thn, ngy sinh ca ngi
thn, v quan h gia ngi thn vi ngi nhn vin. Cc thuc tnh ny to thnh mt nhm thuc
tnh lp li cho mi ngi thn trong thc th NHNVIN (tng t nh thuc tnh a tr) v c
minh ha nh nh hnh 4.2a.

Tng t nh thuc tnh a tr, nhm thuc tnh lp c din t bng mt bng quan h ring gm
c cc thuc tnh nguyn t trong nhm kt hp vi kha chnh ca thc th (4.2.b).
4.1.3 Chuyn cc quan h trong ERD sang bng quan h
V d 3. Quan h b i 1:M cho 2 thc th KHCHHNG v NHNG (hnh 4.3a). Mt khch
hng c th gi nhiu n t hng n cng ty (0, M). Mi mt n t hng m cng ty nhn c
phi c ch nhn, tc l n phi thuc v mt khch hng no (1,1).

din t cho quan h ny bng bng quan h, chng ta chuyn i hai thc th KHCHHNG v
NHNG thnh 2 bng quan h v xc nh vai tr master/detail ca 2 bng: bng NHNG
M_KH aCh_KH
Tn_KH
KHCHHNG
Np
M_H Ngy
NHNG
1,1
0,M
Hnh 4.3a Lc ERD cho quan h b 2 KHCHHNG v NHNG
M_NV NHNVIN
Tn_nt, NgySinh_nt,
QuanH
NGITHN M_NV Tn NgySinh QuanH
M_NV Tn_NV ng T.Ph Bang Vng
NHNVIN
Hnh 4.2b Bng quan h din t nhm thuc tnh lp li
Hnh 4.2a Nhm thuc tnh lp li ca thc th nhn vin
74
m t chi tit t hng (detail) cho khch hng (master); n cho bit mi n t hng trong bng
NHNG thuc v khch hng no trong bng KHCHHNG. Do , kha M_KH ca bng
KHCHHNG c gn thm vo bng NHNG lin kt 2 bng (Hnh 4.3b).

V d 4. Quan h b i N:M gia NGUYNLIU v NHCUNGCP

Mt nh cung cp nguyn liu c th cung cp nhiu loi nguyn liu khc nhau (1,N) v mi mt
loi nguyn liu c th c cung cp t nhiu nh cung cp (1,M). Mi mt nh cung cp cho mt
loi nguyn vt liu s quy nh gi bn i vi nguyn liu .
Khc vi quan h b i 1:N, quan h b i N:M cn c bng quan h CUNGCP i din cho
quan h CUNGCP mt cch cng khai.
trnh trng hp d liu b lp li trn mi nguyn liu c cung cp (gm GiGc, nVo)
v mi nh cung cp (Tn_NCC, aCh_NCC), bng quan h CUNGCP s dng 2 kha M_NL
v M_NCC ly t 2 bng NGUYNLIU v NHCUNGCP. Cc kha ny c dng lin kt
vi cc bng tng ng, v c v nh trong hnh 4.4b.
Theo cch ny, cc quan h b ba cng c th c chuyn i tng t.
M_KH Tn_KH aCh_KH
KHCHHNG
(1)
M_KH M_H

Ngy
NHNG
(M)
Hnh 4.3b Bng quan h m t cho quan h KHCHHNG - NHNG
Hnh 4.4a ERD din t quan h N:M gia 2 thc th MATERIALS v VENDORS
M_NL GiGc
nVo
NGUYNLIU
C.CP
M_NCC Tn_NCC
NHCUNGCP
1,N
1,M
aCh_NCC
GiBn
75

V d 5. Quan h quy 1:N trn thc th NHNVIN (hnh 4.5a): Mt nhn vin c th l ngi
qun l nhiu nhn vin khc hoc khng qun l ai, v mt nhn vin b qun l (trc tip) bi 1
ngi.
Cc quan h quy 1:N nh trn c th
biu din bng mt bng quan h c thm
kha ngoi (Ng_QunL) ly t kha
chnh ca thc th (M_NV) nh hnh
4.5b. Ng_QunL gn km vi mi nhn
vin ch ra rng mi ngi nhn vin
(c m s M_NV) c mt ngi qun l
(c m s Ng_QunL).
M_NV TnNV Ng.Sinh Ng_QunL
001 100
002 100
003 110
004 None

V d 6. Quan h quy N:M trn thc th VTT (hnh 4.6a). Quan h ny c tn l Bill of
Material m t cho cc thnh phn bn trong mt thnh phn khc, v d: mt sn phm l bnh m
c lm t bt, mui, b; bnh Flan c lm t ng, sa, trng; bnh bng lan c bt, ng,
sa, trng, c nguyn liu ln sn phm u l i tng qun l trong kho ca nh hng, mi i
tng c gi chung l mt Vtt. Mi nguyn vt liu c th c dng cho nhiu thnh phn v
mi thnh phn s dng nhiu nguyn liu khc nhau, do quan h trn thc th VTT l quan h
N:M.

M_NL GiGc nVo
NGUYNLIU
(1)
M_NCC Tn_NCC aCh_NCC
NHCUNGCP
(1)
M_NL M_NCC GiBn CUNGCP
(M)
(N)
Hnh 4.4b. Bng quan h din t quan h N:M trong v d 4
Hnh 4.5a Quan h quy 1:N ca v d 5
Hnh 4.5b Bng quan h cho quan h quy 1:N
M_NV
TnNV NgySinh
QunL
NHNVIN
1
0, N
M_NV TnNV NgySinh Ng_QunL
(1) (N)
76
Chng ta cn to ra mt bng quan h
THNHPHN din t mi quan h
thnh phn ca 2 mn bt k trong kho.
Bng THNHPHN c 2 kha ngoi:
M_VT v M_TP u c ly t M_VT
ca bng VTT. M_TP din t cc
thnh phn ca vt t chnh. Mt M_TP
c th lin kt vi nhiu M_VT trong
bng THNHPHN.
M_VT M_TP SLng
Bnh Flan Sa 2
Bnh Flan Trng 2
B. Bng lan Sa 1
B. Bng lan Trng 1
B. Bng lan Bt 2

4.1.4 Rng buc ton vn d liu
Cc rng buc ton vn d liu l nhng iu kin kim tra trn d liu khi chng c cp nht
trong h thng, d liu khng b h hng do thao tc cp nht.
Rng buc trn min gi tr. Mi thuc tnh ca thc th c quy nh mt min ga tr hp l. Cc
gi tr nm ngoi min gi tr ny l cc gi tr v ngha i vi thc th, cn phi loi b. V d:
thuc tnh Loi-H ca nhn vin ch c th l S (Salary based payment, tr lng), hoc H
(Hourly based payment, tr cng theo gi).
Rng buc trn lin kt. V d liu trong h thng c t chc lin kt vi nhau (nh cc bng quan
h v quan h gia cc bng) theo mt logic c thit k sn, nu cc lin kt ny b mt th cc thc
th c m hnh ha s tr thnh ri rc, khng m t c y cho th gii thc. Rng buc
ton vn cho cc lin kt bao gm:
Khng c kha chnh no b rng. Kha chnh ca bng quan h phi c gi tr khc nhau, lin
kt d liu cc bng c quan h vi nhau.
Khng gy trng lp d liu. Nu d liu lp li 10 ln trn 10 dng th khi cn sa d liu, h
thng phi cp nht 10 dng ny. iu ny thng gy ra s khng nht qun trn d liu, tn
cng thc hin v tn khng gian lu tr.
Khng lm h d liu lin quan khi thm, xa, sa d liu. V d: trong v d 3, nu xa mt
khch hng trong bng KHCHHNG th cc n t hng ca khch hng ny trong bng
NHNG s b v tha nhn (rc). Khi thm mt hng vo bng th tt c cc cha d liu
ca n cng phi c d liu (hoc mang gi tr mc nh c ngha trong h thng).

Hnh 4.6a Quan h quy N:M ca v d 6
M_VT
TnVT nGi
Cha
VTT
0,M
0, N
SLng
VTT
Item_ID Tn_VT nGi
(M)
(1)
(N)
M_VT M_TP SLung
THNHPHN
(1)
Hnh 4.6b Bng quan h cho quan h quy N:M
77
4.1.5 Chun ha bng quan h
L x l phn r cc bng quan h to ra cc bng quan h c cu trc tt (Well Structured
Relation): l bng quan h ch cha ti thiu d liu d tha v ch cho php thm, xa, sa d liu
ca bng mt cch c quy tc tha mn cc rng buc ton vn d liu.
Vic chun ha cc bng da trn khi nim ph thuc hm (Functional Dependency). Mt thuc tnh
B c gi l ph thuc hm vo thuc tnh A nu vi mi th hin trong bng, gi tr ca thuc tnh
A xc nh duy nht (theo logic no , khng ch l tnh ton) gi tr ca thuc tnh B. V d: Trong
bng quan h NHNVIN (M_NV, Tn_NV, McLng), v gi tr ca tn nhn vin (Tn_NV) v
lung nhn vin (McLng) gn vi tng nhn vin (xc nh bi M_NV) nn ta ni rng Tn_NV
v McLng ph thuc hm vo M_NV. Mt thuc tnh c th ph thuc hm vo c hai thuc
tnh khc, hay nhiu hn na. V d trong hnh 4.4b, n gi ca nguyn liu l mt thuc tnh ph
thuc hm vo c m s ca nguyn liu ln m s ca nh cung cp. Ph thuc hm ny c k
hiu l M_NL, M_NCC nGi. V d trn cho chng ta mt quy tc: thuc tnh khng kha
ph thuc hm vo kha.
Dng chun 1 (The First Normal Form, 1NF). Bng quan h thuc dng chun 1 l bng quan h
khng cha nhm (thuc tnh/ct) b lp li (repeated group): Khng c ct no c thit k lu
nhiu gi tr trong mt , v khng c nhiu ct mang mt ngha nh nhau (v d: ST1,ST2,..).
V d bng NHNVIN sau y l mt bng quan h dng chun 1:
M_NV Tn_NV Phng McLng MnHc NgyHonTt
100 Magaret Simpson Marketing 42,000 SPSS 19/06/1999
100 Magaret Simpson Marketing 42,000 Surveys 07/10/1999
150 Susan Martin Marketing 38,500 SPSS 19/06/1999
150 Susan Martin Marketing 38,500 TQM 12/08/1999
190 Lorenzo Davis Finance 38,000 Investments 07/05/1999
Bng quan h thuc dng chun 1 vn c nhiu ni dung d liu b trng lp gia cc dng. Trong v
d trn, d liu trong cc ct M_NV, Tn_NV, Phng v McLng b lp li khi mt nhn vin
hc nhiu hn 1 mn (nh Magaret Simpson hc 2 mn SPSS v Surveys).
Dng chun 2 (The Second Normal Form, 2NF). Bng quan h thuc dng chun 2 l bng quan h
thuc dng chun 1, v mi thuc tnh khng phi l kha th ph thuc hm y vo ton b kha
chnh (khng c thuc tnh khng kha ph thuc hm vo ch mt phn ca kha chnh). Nh vy,
bng c kha chnh ch cha mt thuc tnh nguyn t, hoc bng khng c thuc tnh khng kha,
u dng chun 2.
Trong bng NHNVIN trn, cc thuc tnh khng phi l kha nh Tn_NV, Phng v McLng
ph thuc hm vo M_NV m khng ph thuc hm vo MnHc, trong khi NgyHonTt mn
hc ph thuc hm y vo M_NV, MnHc
78

chun ha bng dng chun 1 thnh dng chun 2, chng ta thc hin 3 buc sau:
1) Thit lp bng quan h ch cha cc thuc tnh khng kha ph thuc hm y vo kha chnh.
Trong bng NHNVIN ch c thuc tnh NgyHonTt ph thuc hm y vo kha chnh,
nh vy ta c bng quan h R
1
(M_NV, MnHc, NgyHonTt) l mt bng dng chun 2.
2) Thit lp (cc) bng quan h ch cha cc thuc tnh khng kha ph thuc hm vo tng phn
ca kha. Trong bng NHNVIN c cc thuc tnh khng kha Tn_NV, Phng v
McLng ch ph thuc hm vo M_NV, nh vy ta thit lp c bng quan h
R
2
(M_NV, Tn_NV, Phng, McLng) l bng thuc dng chun 2.
3) Thit lp kha lin kt gia cc bng mi. Bng R
1
c cha kha M_NV, MnHc, trong khi
bng R
2
ch c kha nguyn t M_NV, do kha chnh M_NV ca bng R
2
s c dng lm
kha ngoi cho bng R
1
(gi tr M_NV ca R
1
c ly t M_NV ca R
2
).
T 3 bc trn ta c bng quan h
c v nh hnh bn. Cc bng R
1
v
R
2
u dng chun 2.

Dng chun 3 (The Third Normal Form, 3NF). Bng quan h thuc dng chun 3 l bng quan h
thuc dng chun 2, v n khng cha ph thuc hm bt cu (Transitive Dependency). Nu mt
thuc tnh C ph thuc hm vo thuc tnh B, m thuc tnh B li ph thuc hm vo thuc tnh A th
ta ni gia A, B v C c ph thuc hm bc cu, k hiu l A B C.
V d, ta hy xem bng quan h BNHNG nh sau:
M_KH Tn_KH NhnVinPhTrch KhuVc
8023 Anderson Smith South
7924 Hobbs Smith South
9167 Bancroft Hicks West
8596 Eckersley Hicks West
6837 Tucker Hernandez East
7018 Arnold Fauld North
Bng ny l mt bng quan h dng chun 2 (v kha l 1 thuc tnh nguyn t). Mt khch hng c
duy nht mt ngi ph trch bn hng (M_KH NhnVinPhTrch). Mi nhn vin s ph trch
M_NV MnHc Tn_NV Phng McLng NgyHonTt
Hnh 4.7 Cc ph thuc hm trong bng quan h NHNVIN
M_NV Tn_NV Phng McLng
MNV MnHc NgyHonTt R
1

R
2

79
bn hng mt khu vc duy nht: NhnVinPhTrch KhuVc. Theo cc quy tc ny th bng c
2 ph thuc hm:
1. M_KH Tn_KH, NhnVinPhTrch, KhuVc (ph thuc hm do kha chnh)
2. NhnVinPhTrch KhuVc (ph thuc hm t quy tc)
Nh vy bng c cha ph thuc hm bc cu M_KH NhnVinPhTrch KhuVc. V c
cha ph thuc hm bc cu nn bng c mt s khuyt im nh sau:
Nu mt nhn vin bn hng mi c giao nhim v ph trch khu vc pha bc (North region),
h thng khng th nhp liu cho n khi anh ta tm c mt khc hng no pha bc (v
kha M_KH cn phi c gi tr khng rng).
Nu xa khch hng 6837 ra khi bng, chng ta s b mt thng tin v ngi ph trch bn hng
Hernandez ang ph trch khu vc pha ng (East region).
Nu ngi ph trch bn hng Smith chuyn sang ph trch khu vc khc, nhiu dng s phi cp
nht li (dng 1, 2).
b ph thuc hm bc cu, chng ta chia bng thnh 2 bng nh: BNHNG
1
(M_KH,
Tn_KH, NhnVinPT) v NHNVINBH (NhnVinPT, KhuVc) tch ring cc thuc tnh b
ph thuc hm bc cu ra khi bng.
NhnVinPT KhuVc
Smith South
Smith South
Hicks West
Hicks West
Hernandez East
Fauld North

Chng ta cn phi b bt cc dng b trng lp trong bng SPERSON
cc dng l duy nht, v ly kha l Salesperson cho bng nh hnh bn.
Hai bng c lin kt vi nhau bng kha Salesperson.

4.1.6 Trn cc bng quan h
Sau khi thc hin chun ha, mt s bng quan h v d liu ca chng c th b d tha v cng m
t cho mt i tng ging nhau. Trn cc bng quan h l gp cc loi d liu cng chung chc
nng m t cho mt i tng no vo trong mt bng, truy cp d liu mc vt l c nhanh
hn v h thng khng cn phi ghp cc bng quan h li.
V d, ta c 2 bng quan h sau:
M_KH Tn_KH NhnVinPT
8023 Anderson Smith
7924 Hobbs Smith
9167 Bancroft Hicks
8596 Eckersley Hicks
6837 Tucker Hernandez
7018 Arnold Fauld
NhnVinPT KhuVc
Smith South
Hicks West
Hernandez East
Fauld North
NhnVinPT KhuVc NHNVINB
H
M_KH Tn_KH NhnVinPT
BNHNG
1

80
NHNVIN
1
(M_NV, Tn_NV, aCh, ST)
NHNVIN
2
(M_NV, Tn_NV, aCh, ChcDanhCngVic)
Tn_NV v aCh u l cc thuc tnh m t cho nhn vin, nhng li c lu tr 2 bng
khc nhau. Chng ta c th gp 2 bng ny li thnh 1 bng NHNVIN:
NHNVIN(M_NV, Tn_NV, aCh, ST, ChcDanhCngVic)
Tuy nhin, vic trn cc bng quan h cn phi bo ton ngha ca d liu, l trnh cc trng
hp thiu st do ng ngha, sai st do ng m d ngha v c th cn phi loi b ph thuc bc cu
sau khi trn cc bng.
1) Trng hp ng ngha. ng ngha l nhng thuc tnh c ni dung ging nhau nhng mang
nhiu tn khc nhau. V d:
SINHVIN
1
(MS, Tn_SV)
SINHVIN
2
(SCMND, Tn, aCh)
Nu m s ca sinh vin cng c ly t s CMND, hai bng ny c th trn li v s dng kha
mi l M_SV:
SINHVIN (M_SV, Tn_SV, aCh)
2) Trng hp ng m, d ngha. ng m d ngha l nhng thuc tnh tuy c tn gi ging nhau
nhng li mang ngha hon ton khc nhau. V d:
SINHVIN
1
(M_SV, Tn_SV, aCh) // a ch ca sinh vin trong khun vin trng.
SINHVIN
2
(M_SV, Tn_SV, ST, aCh) // a ch nh ring ca sinh vin.
V aCh 2 bng mang 2 ngha khc nhau, nn khi trn 2 bng ny, chng ta cn ch t li tn
cho 2 thuc tnh ny trnh hiu lm nh sau:
SINHVIN (M_SV, Tn_SV, aChNiTr, aChThngTr)
3) C ph thuc hm bc cu. Sau khi trn cc bng quan h, mt vi bng quan h c trn pht
sinh ra ph thuc hm bc cu nh v d sau:
SINHVIN
1
(M_SV, Ti)
SINHVIN
2
(M_SV, GVHngDn)
Nu trn 2 bng ta c bng quan h mi:
SINHVIN (M_SV, Ti, GVHngDn)
Gi s mi ti thuc mt chuyn ch c mt gio s hng dn. Trong trng hp ny bng c
ph thuc hm: ti GVHngDn, bng SINHVIN li tr thnh bng dng chun 2, cn phi
b ph thuc hm bc cu mt ln na thnh 2 bng mi:
SINHVIN (M_SV, Ti), v
HNGDN (Ti, GVHngDn)
4.1.7 S dng cc trng cng thc (calculated fields)
Trong m hnh d liu, nhiu thuc tnh (trng) c quan h ton hc vi cc trng khc, chng hn
mt ha n c tng s tin ca tng mc trn ha n. Mt trng c th c tnh ton t cc
81
trng khc trong c s d liu c gi l trng cng thc. Nh vy, bng d liu sc tch hn v
d qun l hn. Trng cng thc s c ci t bng 3 cch:
Tnh ton gi tr ca n cho mi mu tin trong bng bng chng trnh (cng thc tnh c lu
c nh trong chng trnh). Gi tr ca trng cn phi c tnh ton mi khi cn.
Lu tr gi tr tnh nh bnh thng, km vi cng thc tnh khng cn phi tnh ton li
khi s dng. Trng ny ch c tnh li khi cc trng c lin quan b cp nht li.
Khai bo cng thc tnh trong h qun tr c s d liu. H qun tr c s d liu ch lu cng
thc v tnh ton nu cn. y l cch hiu qu nht, v n i hi t khng gian lu tr nht v
thi gian tnh ton t nht ty theo c tnh ca vic truy xut v cp nht cc trng cng thc.
4.1.8 M ha d liu
Trong khi thit k bng, i khi chng ta cn quan tm n kch thc m bng s c ci t thc
t trn my tnh, nhm trnh lng ph khng gian lu tr. V d, lu tr mt s nguyn 9999 dng
k t (CHARACTER) cn 4 byte, trong khi nu n c lu tr bng s nguyn (INTEGER) th
ch cn 2 byte l din t cc gi tr t 0 n 65536. Vic la chn kiu d liu no cho ph hp
c m t trong mc 4.3.
Ngoi ra, chng ta c th tit kim ng k khng gian lu tr ng thi tng tnh ton vn d liu
bng bng tm kim (lookup table). V d, bng quan h NHNVIN (M_NV, Tn_NV, ng,
T.Ph, Bang, Vng) trong hnh 4.1 c trng a ch di cn thit lu s liu l 40 k t. Nh
vy nhng nhn vin trn cng mt tuyn ng (v d, Plainfield Ave) s c chung mt tn ng
trong bng. iu ny lm tn c khng gian lu tr cho cc tn ng trng nhau ln cng sc bo
m rng tn ca mt con ng u phi ging nhau (c bit l khi c mt vi con ng c
chnh quyn t tn mi).
V d minh ha cch s dng bng tm kim v trong hnh 4.9. K thut ny s dng 1 trng m ha
loi s nguyn INTEGER (St_code nh trong v d) thay cho trng d liu loi CHARACTER
trong bng (Street). di ca St_code ph thuc vo s ng ti a c th c trong danh sch
(hoc trong nc), gi s l 2000 ung th di cn thit ca St_code l 2 byte (0-65535).

Tuy c nhiu li ch ng k (v d nu tn ng b thay i th ch cn sa mt mu tin trong bng
tm kim), bng tm kim c mt vi khuyt im l ngi cp nht d liu phi dng chung trnh
tr gip phin dch cc m (M_ng) thnh dng quen thuc (Tnng), v bng tm kim phi
c nhp d liu trc khi nhp d liu cho bng chnh.
M_NV Tn_NV Tnng Mng Mng
2 bytes 2 bytes 40 bytes 20 bytes 3 bytes
100
150
190
Magaret Simpson
Susan Martin
Lorenzo Davis
251
145
251
251
145

Plainfield Ave
Englewood Cliffs
NHNVIN TNNG
Hnh 4.9 S dng lookup table lu tn ng
82
4.2 THIT K C S D LIU
4.2.1 C s d liu
C s d liu (CSDL) l mt cu trc lu tr d liu mc vt l trn cc phng tin lu tr d liu
c dung lng ln v tc nhanh, nh da cng ca my tnh. CSDL l mt loi tp tin (file) c
bit trn da cng ca my tnh, c thit k cu trc (bng d liu, mu tin, trng v cc kiu d
liu) khai thc d liu lu trong mt cch c hiu qu nht (truy cp nhanh, t tn ch lu tr,
an ton khi c s c k thut v bo mt i vi cc truy cp khng hp l). Cc k thut ny ph
thuc vo m hnh thit k cho CSDL. Cho n ngy nay c 4 loi m hnh cho CSDL: m hnh phn
cp, m hnh mng, m hnh quan h v m hnh hng i tng.
1) M hnh phn cp: cc bng c t chc phn cp t trn xung theo dng cy, bng trn cng
gi l gc, cc bng di cng gi l cc l ca cy. M hnh ny ch ph hp vi cc loi d liu
quan h vi nhau theo dng phn cp (ging nh cy th mc trn my tnh), v rt t s dng trong
h thng thng tin qun l v cu trc ny hn ch kh nng lin kt d liu phc v cho cc truy
vn a dng.
2) M hnh mng. Trong m hnh ny, mi bng d liu lin kt vi cc bng khc mt cch t do
bng con tr (pointer). Mc d rt linh hot ci t cc quan h gia cc bng to ra kh nng p
ng cao cho nhiu loi truy vn khc nhau (v tc ln phm vi truy vn d liu), nhng n cng
tiu tn kh nhiu khng gian lu tr cho cc cu trc qun l (hiu qu lu tr d liu thp), nn n
ch c dng trn cc my tnh ln (mainframe computer) v t ph bin do cch thit k c s d
liu kh phc tp.
3) M hnh quan h. y l m hnh ph bin nht hin nay, n nh ngha thnh dng bng quan h
cho cc b d liu c lin quan vi nhau. Kha c dng lin kt cc bng m t cho cc quan
h. C s d liu loi ny c thng mi ha kh nhiu v c nhiu sn phm rt ni ting nh
Oracle Enterprise Server ca ORACLE, SQL Server ca Microsoft, DB2 ca IBM, MySQL
Enterprise Server (dng m ngun m) ca MySQL AB,
4) M hnh i tng. Trong m hnh ny, thuc tnh m t i tng v cc hnh vi ng x ca i
tng c ng gi vo trong mt cu trc gi l lp i tng. Quan h gia cc i tng c
m t bng cu trc lng nhau (ng gi) lp i tng ny vo bn trong lp i tng khc, hoc
kt tp (aggregation) cc lp i tng c chung vai tr trong h thng. y l mt m hnh rt l
tng din t th gii thc v ang c pht trin. Khng ging nh lp trnh hng i tng l
lnh vc ng dng rt thnh cng ca m hnh hng i tng, CSDL hng i tng li t thnh
cng v c rt nhiu vn k thut m hng i tng t ra cho CSDL i tng cha gii quyt
uc, nh che giu thng tin (ch s dng i tng qua dch v ca n) thay v chia s thng tin (cho
php vn p trc tip trn cc bng c cu trc nh ngha sn).
C s d liu quan h. CSDL quan h da trn cc bng quan h v cc quan h gia cc bng c
cp trong phn 4.2:
Mt bng quan h tng ng vi 1 bng d liu (Table) trong CSDL.
Mt ct ca bng quan h tng ng vi 1 trng (Field) trong CSDL.
Mt dng ca bng quan h tng ng vi mt mu tin (Record) trong CSDL.
Mt quan h gia 2 bng c ci t bng kha lin kt (kha ngoi).
83
CSDL s dng kiu d liu t chc lu tr d liu. Kiu d liu c ci t khc nhau trn tng
c s d liu. Di y l mt s kiu d liu thng dng trn MS Access:
Text(n): lu tr chui k t c chiu di n, ti a l 255 bytes.
DateTime: lu tr ngy thng nm v gi pht giy.
Yes/No: lu tr ch mt trong hai gi tr ng hoc sai.
Number: lu tr s, bao gm Decimal (s thp phn trong khong -1028 n 1028), Integer (s
nguyn trong khong -32767 n 32768), v Long Integer (s nguyn trong khong 2147483648
n 2147483647).
Memo: lu tr ni dung mt on vn bn di ti a l 65535 k t.
Mi trng d liu c mt kiu d liu tng ng. Ngoi vic th hin ng bn cht ca d liu, s
dng kiu d liu ng cn tr gip bo m cho tnh ton vn ca d liu: Mi trng d liu c
gn km vi on m kim tra tnh hp l cc gi tr nhp vo cho ph hp vi kiu v cc rng buc
ton vn d liu ca trng d liu; on m ny thng thit k sn trong h qun tr CSDL, hoc
c thit k thm thnh cc hm/th tc (stored procedures) c kch hot bi h qun tr CSDL.
ln ca trng (hoc min gi tr hp l) cn phi ph hp vi yu cu lu tr d liu trong sut
chu k sng ca n. V d: trng Unit_price ca mt loi nguyn liu c th cn phi m rng
thm nu nh nguyn liu ny s tng gi gp nhiu ln sau nhiu nm.
4.2.2 H qun tr c s d liu quan h (Relational DBMS)
H qun tr c s d liu l h thng nh ngha, thao tc v chia s d liu c lu tr trong c s
d liu cho cc i tng cn s dng d liu (bao gm ngi s dng hoc cc phn mm c
phn quyn s dng d liu). Mt h qun tr CSDL gm 3 thnh phn:
1. C s d liu. Mi h qun tr CSDL c cch lu tr d liu khc nhau v quy c tn khc nhau
cho tp tin CSDL. V d: MS Access s dng phn m rng l .MDB (v d: QLVT.MDB), i
vi MS SQL Server l .MDF v .LDF, i vi Oracle Database, tp tin ny c phn m
rng l .DAT.
2. B my iu khin. y l mt phn mm thng tr trn h iu hnh iu khin tt c cc
x l trn c s d liu, k c phn quyn v kim sot quyn truy cp vo c s d liu. N cung
cp cc c ch truy cp bng ngn ng lnh (Commands) trn cc dch v cp thp ca h iu
hnh v mng my tnh (Remote Procedure Call, Pipeline, TCP/IP,..), bin dch, thc hin lnh v
gi kt qu v cho ngi s dng.
3. Ngn ng lnh. Hu ht cc h qun tr CSDL quan h chp nhn ngn ng lnh rt ph bin gi
l Ngn ng Vn p c Cu trc (Structured Query Language, SQL). Cc cu lnh SQL l mt
on vn bn (text) c cu trc rt n gin v gn vi ngn ng t nhin, v d Select all from
table Student, nhm gip cho ngi s dng cm thy quen thuc. B lnh vn p ca cc h
qun tr CSDL thng c chia lm 3 phn:
Ngn ng nh ngha d liu (Data Definition Language, DDL). DDL gm cc lnh m t cu
trc ca bng, khai bo (kiu, loi) cc thnh t d liu, nh ngha cc rng buc
(constraints/stored procedures/relationships) v cp nht cho cc cu trc ny, nh:
CREATE To mi mt i tng (bng d liu, c s d liu, )
84
ALTER Thay i cu trc ca mt i tng trong c s d liu
DROP Xa mt i tng ra khi c s d liu
Ngn ng thao tc d liu (Data Manipulation Language, DML). DML gm cc lnh trc tip
thao tc trn ni dung ca d liu:
SELECT ly d liu t c s d liu
INSERT Chn thm mu tin mi vo mt bng
UPDATE Cp nht d liu ang c trong bng
DELETE Xa mt s mu tin ra khi bng
Ngn ng iu khin d liu (Data Control Language, DCL). DCL gm cc lnh iu khin
cc thao tc trn c s d liu, v gn quyn truy cp.
GRANT Gn quyn truy cp trn mt i tng cho ngi s dng (da trn username)
REVOKE Rt li quyn truy cp cp pht
COMMIT Xc nhn cc thay i d liu trc chc chn ng.
ROLLBACK Khi phc li trng thi d liu ban u cho cc thnh t d liu va mi b
thay i (tnh t thi im thc hin lnh COMMIT sau cng).
4.2.3 S dng h qun tr c s d liu quan h
Trong phn 4.2 chng ta bit rng cc bng quan h l dng th hin khi qut ha ca cc bng d
liu trong c s d liu, chng c dng m t cho ni dung d liu ca ton b h thng. T cc
bng d liu ny, chng ta c th ci t cc bng d liu vt l tng ng trn cc h qun tr c s
d liu c th ca h thng.
a) To mi bng d liu
V d 7. Gi s ta c 2 bng quan h NHNVIN(M_NV, Tn_NV, ng, TPh, Bang, Vng) v
KNNGNV(M_NV, KNng) lin kt vi NHNVIN bng kha ngoi M_NV nh v d 1
trong phn 4.1. ci t quan h ny trn h qun tr c s d liu loi quan h, chng ta thc hin
cc cng vic sau:
1. Xc nh loi, kiu, v di cho cc trng. Bng quan h NHNVIN c:
M_NV: l kha chnh, kiu s nguyn (int), khng rng
Tn_NV: l trng d liu, kiu k t (Char), di 40 k t
ng: l trng d liu, kiu Char, di 40 k t
TPh: l trng d liu, kiu Char, di 20 k t
Bang: l trng d liu, kiu Char, di 5 k t
Vng: l trng d liu, kiu int
2. Cc khai bo trn c vit li theo cu trc lnh SQL nh sau:
NHANVIEN (Ma_NV int not null constraint pk_NHANVIEN primary key,
Ten_NV char(40), Duong char(40), TPho char (20), Bang char(5), Vung int)
Tng t nh trn, bng KYNANGNV c khai bo l
85
KYNANGNV(Ma_NV int, KyNang char(20) not null,
constraint fk_ KYNANGNV foreign key(Ma_NV) references NHANVIEN(MA_NV),
constraint pk_ KYNANGNV primary key (Ma_NV, KyNang))
3. Vi cc khai bo ny, chng ta thit lp lnh khi to cho 2 bng NHANVIEN v KYNANGNV
nh sau:
CREATE TABLE NHANVIEN
( Ma_NV int not null constraint pk_ NHANVIEN primary key,
Ten_NV char(40), Duong char(40), TPho char (20), Bang char(5), Vung int
)
CREATE TABLE KYNANGNV
( Ma_NV int,
KyNang char(20) not null,
constraint fk_KYNANGNV foreign key(Ma_NV) references NHANVIEN(Ma_NV),
constraint pk_KYNANGNV primary key (Ma_NV, KyNang)
)
V KYNANGNV s dng Ma_NV ca NHANVIEN lm kha ngoi nn bng NHANVIEN cn phi
c to trc.
b) Thao tc vi d liu
V d 8. Gi s chng ta cn thm hai nhn vin sau y vo CSDL:
Ma_NV Ten_NV Duong TPho Bang Vung
100 Magaret Simpson Lake Ave Keyport NJ 07735
150 Susan Martin Wilkinson Way Princeton NJ 08541
Bng cch s dng lnh INSERT ca SQL:
INSERT into NHANVIEN (Ma_NV, Ten_NV, Duong, TPho, Bang, Vung)
Values (100,Magaret Simpson, Lake Ave, Keyport, NJ, 07735)
INSERT into NHANVIEN (Ma_NV, Ten_NV, Duong, TPho, Bang, Vung)
Values (150,Susan Martin, Wilkinson Way, Princeton, NJ, 08541)
Tng t nh CREATE, thm mt mu tin m t k nng ca mt nhn vin vo trong bng
KYNANGNV th nhn vin phi c trc trong bng NHANVIEN.
Xo nhn vin c m s Ma_NV = 100 ra khi bng NHANVIEN bng lnh
DELETE from NHANVIEN where Ma_NV = 100
c) Truy vn trn bng
Sau khi c d liu trong bng, chng ta c th xem li d liu ny bng lnh SELECT
V d 9. Xem danh sch tt c cc nhn vin ang sng thnh ph Keyport
SELECT * from NHANVIEN where TPho = Keyport
86
H qun tr CSDL s cho v bng d liu tng t nh i y
Ma_NV Ten_NV Duong TPho Bang Vung
100 Magaret Simpson Lake Ave Keyport NJ 07735
Xem danh sch tn v k nng ca cc nhn vin (kt hp 2 bng):
SELECT A.Ten_NV, B.KyNang from NHANVIEN A, KYNANGNV B
where A.Ma_NV = B.Ma_NV
d) Phn quyn s dng cc bng
Trong h thng c rt nhiu ngi cng s dng c s d liu. bo v an ton d liu khi nhng
ngi tm cch t nhp vo c s d liu (hackers), h qun tr c s d liu cung cp c ch xc
quyn da trn Account gm tn c h qun tr CSDL nhn bit (username) v mt khu
(password). Account ca mi nhn vin c ngi qun tr CSDL (Database Administrator, DBA)
khi to bng cc tin ch ring ca h thng. mi ngi s dng c php thao tc trn mt
bng d liu, DBA s gn quyn ph hp cho ngi bng lnh GRANT.
V d 10. Gi s DBA cn gn y cc quyn xem, thm, xa, sa bng NHANVIEN cho
username BOB:
GRANT SELECT,INSERT, UPDATE, DELETE on NHANVIEN to BOB
Nhng khng cho ng BOB xa cc bng quan h:
DENY DROP TABLE to BOB
4.3 THIT K CHC NNG X L
4.3.1 Thit k cc giao tip (interfaces)
Cc giao tip nh forms hay reports l phng tin trao i thng tin gia h thng vi mi
trng. Gi tr s dng ca h thng c quyt nh bng cc giao tip ny; s truyn ti thng tin
khng ph hp nhu cu ca c h thng ln mi trng u l nguyn nhn lm cho h thng mt i
gi tr ca n. Do m ngi ta c bit ch thit k cc giao tip trong h thng trc khi ci t
cc x l bn trong.
Cc giao tip ca h thng c 6 nhim v chnh nh sau:
1) Gi an ninh, bo v cho h thng trnh khi cc yu t nguy him t mi trng.
2) Lc b d liu khng cn thit cho c h thng (d liu i vo) ln mi trng (d liu i ra).
3) M ha v gii m cc thng ip vo v ra khi h thng.
4) Pht hin v sa li trong cc tng tc gia h thng v mi trng.
5) Lu tr tm thi d liu, h thng v mi trng t ph thuc nhau trong cc tng tc.
6) Chuyn i d liu sang khun mu cn thit cho h thng hoc mi trng.
Cc giao tip c th hin trn cc mu nhp liu (Forms) v cc bo co (Reports).
Forms l ti liu ca t chc cha dng mt s d liu c nh ngha trc v cha mt vi ch
trng in thm d liu vo . Hu ht cc forms u c kiu mu cho n, do t chc quyt nh.
V d: Mu phiu t hng, n xin vic, phiu ng k hi ngh,Hu ht cc mu nhp liu truyn
87
thng u dng giy, nhng ngy nay cc mu nhp liu c p dng ngay trn mn hnh nhp
liu ca my tnh do tnh tin dng ca phng thc nhp liu ny (v d: form ng k s dng
Google mail, Yahoo mail).
Reports l ti liu ca t chc ch cha d liu c nh ngha sn; chng l ti liu th ng
dng xem. V d: ha n, bo co kt ton doanh thu cui k, hoc biu phn tch th phn.
Chng ta thung ngh cc reports u c in ra giy, nhng chng cn c th c in ra file, ra mn
hnh hay kt xut thnh dng ti liu ph bin trn mng Internet: trang Web. Thng thng cc
reports gm cc dng v ct, nhng chng cng c nhiu kiu khc, v d: nhn hng ha.
S khc nhau c bn gia forms v reports l mc ch s dng i vi h thng: forms c dng
a d liu thuc tnh ca thc th vo trong h thng, reports dng a thng tin ca h thng
n cho ngi c. Forms v reports lin quan n nhiu lc c lp ra trong qu trnh phn
tch h thng. V d, mi form nhp liu lin kt vi mt b d liu trn cc dng d liu i vo mt
x l (hoc h thng) trong lc DFD, mi report tng ng vi mt b d liu trn cc dng d
liu i ra khi x l. iu c ngha l ni dung ca forms v report tng ng vi cc thnh t d
liu trn cc dng d liu vo v ra. Hn na, d liu trn cc forms v reports phi cha cc thnh t
d liu lu trong cc datastore hoc c tnh ton t cc thnh t d liu ny. Nh vy, cc lc
DFD, t in d liu v Processing Logic l cc ti liu u vo thit k cho forms v reports.
Vic thit k forms v reports ph thuc nhiu vo ngi s dng chng. Hiu bit v ngi s dng,
chng ta s hiu c r hn ni dung thng tin trn cc forms v reports phi c t chc nh th
no c hiu qu tt nht. hiu v nhng s ngi s dng forms v reports ang c thit k,
chng ta cn tr li cc cu hi nh:
o Ai l ngi s dng forms v reports ?
o H s dng forms v reports vi mc ch g ?
o Khi no th forms v reports c s dng ?
o Ni no cn gi forms v reports n ?
o C bao nhiu ngi cn s dng chng ?
Khi tr li cc cu hi trn chng ta s bit thm nhiu thng tin hu ch v cch s dng cc forms
v reports thit k cc loi ti liu trong t chc. Cc t chc thng s dng cc loi ti liu theo
3 cch sau:
1) Ti liu ni b. L cc ti liu mang thng tin ni b. Thng tin ni b c thu thp, pht sinh
hoc s dng bn trong t chc, nh cc bo co kt qu hot ng ca t chc, nng lc sn xut,
din bin sc tiu th sn phm, d bo xu hng pht trin, hoc n gin ch l cc bo co kt qu
cng vic cho ngi qun l.
2) Ti liu bn ngoi. L ti liu mang ni dung thng tin c thu thp hoc to ra cho khch hng,
nh cung cp, nh u t hoc chnh ph, nh bin lai, ha n, phiu mua hng, cng b vn iu l,
m t sn phm,vv.. Cng ging nh cc ti liu ni b, ti liu bn ngoi c chuyn giao trn
nhiu thit b ghi tin v khun mu khc nhau, nh my rt tin t ng (ATM) in thng tin v ti
khon trn mn hnh hoc giy in. Cc t chc thng s dng thng nht mt khun mu chung cho
cc ti liu pht hnh ra ngoi, nh quy nh thng hiu (logos), kiu ch, kch c giy in v mu
sc, nhm to ra n tung tt cho khch hng.
88
3) Ti liu xoay vng (turnaround document). L ti liu mang thng tin chuyn n khch hng
(outputs) m sau chng c th quay v cung cp thm thng tin mi (inputs) cho t chc. y
l mt dng ti liu kt hp gia ti liu ni b v ti liu bn ngoi. V d in hnh l cc loi ti
liu s dng bar-code (nh nhn hng ha trong siu th), hoc th rt tin ATM cho cc giao dch
tin t. Hnh thc s dng ti liu xoay vng thng tr gip t ng ha nhp liu, khng nhng ci
thin tc m cn lm gim sai st th cng mt cch ng k.
Tng t nh thit k cc bng quan h trc khi thit k c s d liu vt l, cc form layout v
report layout l nhng phc tho s lc v cch b tr ni dung trong cc forms v reports s c
ci t thc t. Hnh 4.10a v 4.10b din t s tng quan gia form layout v form c ci t trn
my.
Hnh 4.10a Forms trn giy cho ha n bn
hng ca cng ty Pine Valley Furniture.

Phc tho ny kh mch lc, v
1. C tiu (Sales Invoice)
2. C thng tin v thi gian (Date) v nh
danh cho bo co (Invoice No.).
3. C ch dn v ni dung thng tin (cc nhn)
4. C d liu chi tit thuyt minh (Product
No, Description, Quantity Ordered,Unit price)
5. C kt lun (Ordered Amount, Total
Amount)
6. C xc thc (Signature)

Hnh 4.10b Form trn my
tnh in bo co.

PINE VALLEY FURNITURE
INVOICE No: ____
Date: ___________
Sales Invoice
SOLD TO
Customer Number: _____________
Name: ________________________________
Address: ________________________________
City: _______ State: ________ Zip:________
Phone: ________________________________

SOLD BY:_______________________________
Product
No
Description
Quantity
Ordered
Unit
Price
Total
Price

Ordered Amount: _______
Discount ___%_________
Total Amount : _________
Sales Presentative
Signature
________________
Date:____________
Order No: 913-A36
Today: 11-oct-98
Customer No : 1273
Name: Contemporary Designs
Address: 123
City: Austin State: TX Zip: 28384
Ordered Amount: 4,800.00
5 % Discount: 240.00
Total Amount : 4,560.00
Customer Order Report
Product
Number
Description
Quantity
Ordered
Unit
Price
Total
Price
M128
B381
B210
G200
Bookcase
Cabinet
Table
Delux chair
4
2
1
8
200.00
150.00
500.00
400.00
800.00
300.00
500.00
3,200.00
Help Print Select customer Exit
89

Hnh thc trnh by ca cc form trn my tnh cng tng t nh form giy. V form trn my tnh
l cch h thng CBIS tng tc vi ngi s dng, nn n cn phi c c ch xc quyn, pht
hin li, sa li, thng bo li, tr gip, l nhng chc nng cn thit ca cc giao tip (mc 4.3.1).
C ch xc quyn c thit lp trn 4 yu t: ngi s dng (subject), i tng c s dng
(object), hnh ng cho php (action) v iu kin rng buc (constraint), nh v d sau:
NGI S DNG I TNG HNH VI IU KIN RNG BUC
Sales Department
Order Transaction
Terminal 12
Accounting Department
Luke Skywalker
Program AR4
Customer record
Customer record
Customer record
Order record
Order record
Order record
Insert
Read
Modify
Delete
Insert
Modify
Credit limit <= $5,000
None
Balance due only
None
Order amount < $2,000
None
to ra cc giao din form/report ph hp vi cng vic ca ngi s dng, chng ta cn xc nh
r khi no th cc b d liu cn thit sn sng a vo forms hoc kt xut ra reports. iu ny
ph thuc vo cch m ngi s dng tng tc vi h thng, l:
1) Tung tc trc tuyn (online processing). H thng s x l thng tin / d liu mt cch tc thi
(khng c tr hon) i vi ngi s dng. ng k dch v gmail trn Internet l mt v d in
hnh: mt yu cu pht sinh bt k lc no cng u c h thng p ng ngay m khng cn phi
ch i lu.
2) Tng tc dng gi (batch processing). H thng s x l thng tin/d liu c nh k hoc theo
trnh t tng bc, mi bc x l cn mt khong thi gian nht nh hoc mt thi im nht nh
thc hin, nh cc bo co tng hp vo cui ngy, cui tun hoc cui thng. Nh vy, thng tin
c to ra trong chui cc x l dng gi c th b qu lc hu; do mt ti liu c to ra trn
tng tc dng gi phi th hin thm thi im (ngy, gi) m n c to ra.
i vi cc forms trn my tnh, yu t quan trng nht l s tr gip ca my tnh trong qu trnh
tng tc, bng tin ch tr gip, chc nng tr gip (help), thng bo gi cho tung tnh hung,
pht hin v sa li,. i vi cc tr gip trn my, c 5 yu cu c bn nh sau:
1) C tnh sn sng. Ngi s dng cn tr gip bt c lc no trong sut thi gian tng tc vi h
thng v vy h thng cn cung cp chc nng tr gip c th c kch hot bng nhiu cch khc
nhau vo bt c lc no nh: s dng phm nng, bm phm chut phi (dng Popup Menus), hoc
chng trnh thng tr (nh Office Assistant trong MS Office).
2) C tnh nht qun. Tnh nht qun c hiu l cc ch dn v ni dung nhp liu hoc x l (nt
lnh, thc n lin kt vi m my) phi lin kt hon ton chnh xc vi ni dung d liu hoc ni
dung x l trong my. Nh vy mt ni dung d liu ch c mt tn gi duy nht trn tt c cc forms
v reports. Tnh nht qun gip hn ch ti a sai st do hiu lm.
3) C tnh chnh xc v y . Cc ni dung tr gip phi ph hp vi vn (bi ton) m ngi s
dng cn c gip , chng hn nh phn mm c th gip c g cho h v ngc li, bi ton
ca h c gii quyt bng cch no trn my. Phn mm s tr thnh gnh nng kh chp nhn
90
c nu nhn qua cc giao din, ngi s dng khng th bit c lm cch no s dng n.
Hn na, cc phn mm thng c pht trin nhiu version mi, c cch thc hin khng ging
nh ngi s dng tng bit, do cc hng dn cng phi ch ra chnh xc s khc bit ny
cho ngi s dng trnh c cc sai st ch quan.
4) C tnh uyn chuyn (linh hot). V phc tp trong k thut ci t cc giao din, nn a s giao
din rt kh thc hin c yu cu ty bin (a dng ha) cc giao tip ty theo thch ca mi
ngi s dng. Nhng y l mt yu cu thc s cn thit h thng thn thin vi ngi s dng
(user frendliness). Mt h thng tr gip linh hot s cho php ngi s dng khai thc c ti a
nng lc ca h thng nh vo vic h c gii thot khi nhng quy c cng ngt v nhm chn
ca cc giao tip ngi my.
5) C tin cy cao. Trong cc giao tip ngi my, iu quan trng nht l h thng cn pht hin
li v tr gip sa li cho ngi s dng, qua cc thng bo li v gi cc phng n sa li. Nh
c ch ny, ngi s dng c th yn tm lm vic vi h thng.
4.3.2 Thit k cu trc x l
a) Cc mdun chng trnh
X l ca h thng c thc hin bi nhiu thnh phn trong h thng, mi thnh phn x l c
gi l mt m-un (thng tng ng vi mt process trong lc DFD, tuy nhin s mun bao
gi cng nhiu hn s process trn DFD v mt s mun phi x l cc vn khng thuc chc
nng Non Functional nh sa li, ti u ha h thng hay phn quyn,). V cc m un khng
th hot ng ring l, nn chng thng phi lin kt vi nhau theo cch no (nh xut v nhp
d liu) thc hin chc nng chung ca h thng. Di gc thit k, cc lin kt ny c phn
lp thnh 2 loi: ph thuc (Coupling) v cu kt (Cohesion).
Coupling. Coupling l mt o v s ph thuc ni ti (interdependence) gia cc m-un. V d:
nu mt m-un A ch nhn d liu t mt m-un B thc hin c chc nng ca n, ta ni
m-un A ph thuc vo m-un B (trn d liu cn nhn). Nu cc m-un t ph thuc vo nhau,
th s c xut hin ti mt m-un s t nh hng n cc m-un ph thuc vo n, v do kh
nng chu ng li ca h thng s tt hn. Ngc li, cc m-un ph thuc vo nhau cng nhiu th
ri ro mt m-un s gy nh hng ln n c h thng. Do trong vic thit k cc x l, chng
ta c gng lm sao tnh ph thuc gia cc m-un cng thp cng tt. Trong h thng thng tin,
cc m-un ph thuc vo nhau theo 5 mc t thp n cao:
1) Data coupling (ph thuc trn d liu). Data coupling xut hin khi c s chuyn giao d liu
gia cc mun. Data coupling l bnh thng, bi v nu khng c chuyn giao d liu gia cc
mun th s khng c h thng. Trong mt m-un, d liu nhn vo s c bin i v chuyn
cho m-un khc hon tt chc nng x l ca n. Trong h thng i khi cng xut hin d
liu c chuyn giao nhng khng cn thit cho x l nhn (c gi l tramp data) cn phi
loi b.
2) Stamp coupling (ph thuc trn nhn). Ph thuc ny xut hin khi ton b mu tin (ch khng
phi tng thnh t d liu) c chuyn giao gia cc m-un. iu ny i hi m-un nhn
phi bit cu trc ca mu tin x l, v n b ph thuc vo cu trc ny. Mt s thay i trn
91
cu trc ca mu tin c th lm cho m-un nhn hiu sai. Do cch tt nht l chuyn giao
tng thnh t d liu ca mu tin m-un nhn khng b ph thuc vo cu trc ca mu tin.
3) Control coupling (ph thuc trn d liu iu khin). Control coupling xut hin khi mt m-un
gi d liu mang mt mnh lnh yu cu mt m-un khc lm iu g cho n. Nh vy, chc
nng x l ca m-dun nhn lnh b ph thuc vo gi tr ca d liu mang mnh lnh ti thi
im m n nhn; x l ca m-un nhn lnh b thay i theo d liu nn rt kh kim sot.
4) Common coupling (ph thuc trn d liu chung). Common coupling xut hin khi nhiu m-un
cng b ph thuc vo d liu dng chung trong h thng. Gi tr ca d liu b thay i bi mt
mun mt thi im no (khng th xc nh trc) c th gy li cho cc m-un khc.
5) Content coupling (ph thuc trn ni dung x l). Content coupling xut hin khi mt mun s
dng chung mt on lnh ca mt mun khc. Nh vy chc nng x l ca cc mun ny
hon ton b l thuc ln nhau; nu thay i ni dung x l ca mt mun s trc tip lm thay
i ni dung x l ca cc mun ang dng chung m lnh.
Cohesion. Cohesion l mc kt dnh cc thnh phn x l trong mun thc hin chc nng
ca mun. iu c ngha l cht keo kt dnh cc thnh phn x l trong mun chnh l trch
nhim cng nhau thc hin chc nng chung ca chng trong mun, ch khng phi t cc tin
nghi mang tnh k thut (nh ti u ha, n gin ha, thc thi nhanh,...). cu kt cng cao, th
tnh mch lc r rng cng cao, v h thng c thit k nh th c l do tn ti lu di.
cu kt c 7 mc khc nhau c xp t tt n xu:
1) Functional cohesion (lin kt chc nng) xut hin khi tt c cc x l trong m-un u l
thc hin ch 1 chc nng duy nht ca n, v d: c mu tin khch hng, in ra tng s, hay tnh
ton s lng tn kho. Khi mt m-un c thit k ch thc hin ng 1 vic, chng ta s
khng cn phi bn tm dn xp cc x l bn trong n.
2) Sequential cohesion (lin kt tun t) trong , kt xut ca mt x l l u vo cho x l khc
theo mt cch hp l, v d: trong m-un in bo co v d 4.2.2, form cn tnh tng chi ph t
hng (trc), (ri) tnh thu, (sau ) tnh tng tin. Lin kt tun t khng tt nh lin kt chc
nng v m-dun cn thc nhiu ni dung x l khc nhau (mc d cc x l ny lin kt vi nhau
rt hp l).
3) Communication cohesion (lin kt truyn thng) Trong m-un ny, nhiu x l cng lm trn
cng mt nhm d liu u vo. V d, u vo l m s nhn vin, cc x l thc hin trn m
s nhn vin gm: Xc nh tn nhn vin, v Xc nh lng nhn vin. Hai x l ny c 2 mc
ch khc nhau nhng c gom chung vo mt m-un.
4) Procedural cohesion (lin kt th tc) Cc x l trong m-un ny lin kt theo trnh t thc hin
chc nng ca m-un, nhng khng c d liu giao nhn gia cc x l ny (khng ph thuc
trn d liu). V d: In tiu cho n t hng, In chi tit cc mc t hng.
5) Temporal cohesion (lin kt tm thi) M-un c nhiu x l khc nhau nhng khng lin quan
g nhau, v d: c bng FAT A, c bng FAT B.
6) Logical cohesion (lin kt lun l) Cc cng vic trong mun c v nh lin kt nhau hp l
nhng thc ra l khng, v mc ch ca cc cng vic ny l hon ton khc nhau, v d:
IF employee = manager THEN Increase salary by 10% ; ( tnh lng)
92
IF employee = secretary THEN Vacation entitlement = 3 weeks; ( tnh ngy ngh php)
IF employee = janitor THEN Working from 8 AM to 5 PM; ( tnh gi lm vic)
7) Coincidental cohesion (lin kt tnh c) Gm cc cng vic c thm vo mun mt cch rt
tnh c ng nh tn gi ca n, khng h c lin h g vi nhau, v d: tnh thu, nhp liu khch
hng, nhp liu cho hng nhp kho.
b) Phn b cc x l trn mng my tnh
H thng thng tin qun l c nhiu cng vic khc nhau c thc hin bng nhiu loi ngun lc
khc nhau, nh phn mm, phn cng, mng my tnh, ngi s dng my tnh, ngi ra quyt nh.
Vic la chn ngun lc ph hp cho cng vic trong h thng l v cng quan trng, v n quyt
nh hiu qu ton cc ca h thng. Do , hoch nh u tin trong cch t chc h thng l phn
bit cc cng vic thc hin nhn cng v cng vic x l t ng trn my tnh. Cc cng vic m
my tnh, mng my tnh v cc phn mm trn my tnh (h iu hnh, phn mm ng dng, phn
mm tin ch,) khng thc hin c, hoc khng th thc hin tt do km hiu qu th chng s
c thc hin bng nhn cng, v d: son mt ni dung th gi khch hng, quyt nh gi bn cho
hng ha, phn cng cng vic u l nhng vic cn phi thc hin nhn cng, do h thng phn
mm my tnh ngy nay cha thng minh lm thay cho nhng ngi chuyn vin trong t chc.
Mi ngi chuyn vin, hoc ni chung l ngi s dng h thng u c vai tr ring trong h
thng, v cn nhng x l chuyn mn trn my tnh u cui h tr cho tng chuyn vin lm
vic trong h thng. Tuy nhin, cc cng vic trong h thng cng c lin quan vi nhau trn thng
tin v d liu; hu ht cc cng vic u da trn s chia s thng tin v d liu cng tc thc
hin; vi s xut hin ca cng ngh thng tin (phn mm, my tnh, mng my tnh), chia s ti
nguyn (d liu v chng trnh) bng mng my tnh l mt th mnh tuyt i ca cng ngh thng
tin trong tt c cc h thng thng tin: n c th vn rng ra khp ton cu, hot ng lin tc 24
gi/ngy v chia s mt khi lng d liu cng tc khng l. Chnh v l o ny, cc x l trn my
tnh ngy nay thng c phn b theo kin trc khch ch (Client-Server): Client ng vai tr pht
sinh yu cu dch v (c th l mt cu lnh truy vn d liu, c mt ti liu, m hp th
xem,), Server nhn yu cu t Client, phn tch, thc hin v gi kt qu v cho Client.
Hin nay c 2 kin trc Client-Server ph
bin: Client-Server 2 lp v Client-Server 3
lp. Cc x l trong h thng c xp vo 2
lp hoc 3 lp logic khc nhau, nhm tn
dng ti a u th t cng ngh, n hon ton
khng nh hng n cc chc nng ca h
thng i vi ngi s dng. Hai kin trc
ny c v trong hnh 4.11.
Kin trc Client Server 2 lp
Lp th nht l chng trnh ng dng chy
trn my trm (work-station) c 2 nhim v:
1. Cung cp cc chc nng giao tip v cc
tin ch nh tm kim, gip cho ngi s dng (NSD).
Giao tip NSD
X l nghip v
Ti nguyn
Mng my tnh
Giao tip NSD
X l nghip v
Ti nguyn
Mng my tnh
Mng my tnh
ClientServer 2 lp ClientServer 3 lp
Hnh 4.11 Kin trc ClientServer 2 v 3 lp
93
2. X l thao tc trn d liu cho cc cng vic chuyn mn nh tnh ton trn s liu, trch lc d
liu, hoc by li. Chc nng ny s gi lnh truy vn ti nguyn n my server v nhn kt qu
tr v.
Lp th hai l Server, l mt h qun tr c s d liu, mt file server, hoc printer server, qun l
cc ngun ti nguyn dng chung trn mng. Server c th c cc nhim v nh:
1. Cung cp cc trnh ng dng cho Client ti v (v d: File Server).
2. Thc thi chng trnh ngay ti my ch theo yu cu ca Client (v d: Print Server).
3. p ng cc yu cu truy vn d liu cho Client (v d: Database Server).
Mi Client l mt chng trnh ng dng phi c ci t sn trn my ca ngi s dng. s
dng d liu trn CSDL, cc chng trnh phi c kh nng kt ni vo h qun tr CSDL trn Server
thc hin cc lnh truy vn t xa. D liu truy vn l d liu c lu tr, do vic truy vn gia
my client v server s pht sinh ra mt khi lng d liu kh ln di chuyn trn mng. Lc
minh ha mng my tnh ci t m hnh client server 2 lp c v trong hnh 4.12.
Trong lc ny, mi my tnh c phn
bit bng a ch IP. Cc my Client l
nhng my tnh c cc chuyn vin s
dng chia s ti nguyn ca Server. Ti
nguyn mng c th l cc tp tin c t
trn my server, CSDL, my in, hoc ti
nguyn ca mng Internet (kt ni qua
modem).
Cc my Client ch nn dng trong phm vi
ca t chc, v m hnh ny i hi phi
thc hin ci t phn mm ti my Client.
i vi cc h thng c phm vi b tr cc
x l rng (gia cc thnh ph, hoc s dng cho khch hng trn Internet), ngi ta s dng kin
trc Client Server 3 lp thay v ch c 2 lp.
Kin trc Client Server 3 lp
y l kin trc c p dng kh ph bin hin nay, cc ng dng Web trn mng Internet u theo
kin trc ny. Kin trc gm 3 lp:
Lp th nht (lp giao tip) s dng cc giao tip chun vi ngi s dng v vi lp dch v bn
di (V d: phng thc truyn HTTP v ngn ng HTML ca trnh duyt Web).
Lp th hai (lp x l nghip v) x l cc giao dch ca h thng. Lp ny c 2 giao tip: mt giao
tip vi lp th nht (nhn v gi trang HTML vi trnh duyt), v mt giao tip vi lp qun l ti
nguyn (gi cc cu lnh truy vn CSDL v nhn d liu t Database Server).
Lp th ba (lp qun l ti nguyn) cung cp cc dch v truy cp vo cc ngun ti nguyn ca t
chc (nh Database Server).
Vi cch phn lp ny, vic ci t phn mm ng dng cc my Client khng cn thit na; thay
vo l mt phn mm tin ch c pht trin c lp vi nghip v ca t chc nh cc trnh

Hnh 4.12 Mng vt l ca kin trc Client Server
94
duyt Web, n cho php bt k ngi s dng no trn mng Internet (c t chc cho php) s
dng c cc chc nng x l ca h thng theo c ch sau:
1. Ngi s dng trn my Client s dng trnh duyt Web (Web-Browser) gi yu cu dch v
n Web-Server. Yu cu dch v c Web-Browser t ng m ha thnh dng HTTP-request
(Hyper Text Markup Language request) Web-Server hiu.
2. Web-Server gii m v chuyn yu cu dch v n Application-Server.
3. Aplication-Server phn tch yu cu ny, truy cp vo h qun tr CSDL ly d liu nu cn,
x l yu cu v gi tr kt qu v Web-Server.
4. Web-server m ha kt qu thnh dng HTML (Hyper Text Markup Language) l mt trang Web
c chuyn n Web-Browser. Web-Browser hin th trang Web ny cho ngi s dng.

Hnh 4.13 Cc phn mm h thng trong m hnh Client-Server 3 lp
ci t thc t m hnh client-server 3 lp, h thng cn s dng 3 loi server: Web-Server,
Application Server v Database Server. Cc server ny u l cc phn mm. Cc phn mm ny c
th c ci t ring trn tng my nh hnh 4.13 hoc ci t chung trn mt my ty theo khi
lng x l v c im x l ca mi server.
4.4 CHN PHNG N THC HIN
Vic nh gi v chn phung n thit lp h thng thng tin l rt cn thit t chc c c
mt h thng va . Cc phng n uc xem xt chn la da trn yu cu v rng buc. Cc yu
cu dng chn phng n l cc yu cu chc nng ti thiu, rt quan trng ca h thng m nu
khng c gii quyt, h thng mi s khng hot ng ng nh mong i hoc v dng, v d
nh cch cp nht d liu dng chung trong h thng.
Rng buc trn cc phng n l t chc qun l c qu trnh pht trin h thng, v lin kt n
vi nhu cu s dng h thng mi trong h thng theo cch t ri ro nht. V d:
95
Thi im (hn cht) h thng mi phi s dng c ph hp vi k hoch pht trin chung
trong t chc;
Ngun lc (gii hn) c th cp pht thc hin phng n;
Nhng g khng c php lm thay i, t chc khng b mt tnh kim sot
S lng phng n nhiu khng c ngha l gii php c chn s hu dng. Trong s cc phng
n, chng ta cn c t nht 3 phng n c bit sau y:
1. Mt phng n cn di trong dy cc phng n c th c, c xut theo quan im tit
kim nht c th c, da trn chi ph, n lc thc hin v cng ngh trong vic pht trin h
thng mi. y l phng n c th khng thay i cng ngh m ch tp trung vo vic lm cho
cc vn bn giy c s dng hiu qu hn, hoc ch lc b bt cc x l d tha. Phng n
ny lm tha mn phn ln cc yu cu chc nng m ngi s dng cn vi s thay i t nht
so vi h thng hin ti.
2. Mt phng n cn trn trong dy cc phng n c th c, l h thng mi khng ch lm
tha mn cc yu cu bit m n cn c nhiu chc nng v tnh nng c cho l ngi s
dng s cn. Phng n ny th hin trin vng ca h thng trong tng lai. Khc vi phng n
cn di b chi phi bi chi ph, phng n cn trn tp trung lm cho chc nng ca h thng
tht hon ho m khng cn bn tm nhiu v chi ph.V th, cc cng ngh mi thng c p
dng nhiu trong phng n ny v do n thng gy ra cc thay i ng k trong t chc.
3. Mt (hoc nhiu) phng n trung dung gia hai phng n trn, th hin s cn nhc gia cc
thi cc gip cho t chc c nhiu cch thit lp h thng mi.
Cc phng n khng c chn vn c lu tr gip cho vic nh hung pht trin h thng,
hoc thay th cho gii php c chn trong trng hp gii php khng thc hin c.
V d: Nh hng Hoosie Burger cn thit lp mt h thng gim st kho da trn my tnh c
cp trong chng 3. Cc yu cu v rng buc cho h thng mi c m t trong bng sau:

YU CU RNG BUC
1. H thng tr gip nhp d liu hng nhp
kho mt cch d dng ngay khi nguyn vt
liu va mi nhn v.
2. H thng phi t ng xc nh c khi
no cn pht sinh n t hng mi
3. Ngi qun l c th xc nh c mc
tn kho ca bt k loi nguyn liu no
1. Chi ph cho phn mm khng qu $50,000
2. Phn cng mua mi khng qu $50,000
3. Thi gian pht trin h thng khng qu 6
thng k t khi bt u
4. Cc yu cu hun luyn phi mc ti thiu;
i.e. h thng mi phi rt d s dng.

Sau khi tm hiu thc t, nh hng c c 3 phng n kh thi m t trong bng sau, n th hin cc
c tnh tha mn cc yu cu v cc rng buc ca mi phng n

96

TIU CHUN Phung n A Phung n B Phung n C
Yu cu
1. D nhp liu ngay khi
nhn hng
2. T ng pht sinh
phiu t hng
3. Cho bit mc tn kho
vo bt k lc no

C

Cho mt vi nguyn
liu
Khng c

C

Cho tt c cc
nguyn liu
Cho mt vi nguyn
liu

C

Cho tt c cc
nguyn liu
Hon ton y
Rng buc
4. Chi ph phn mm
5. Mua phn cng
6. Thi gian thc hin
7. Hun luyn

$ 25,000
$ 25,000
3 thng
1 tun

$ 50,000
$ 50,000
6 thng
2 tun

$ 65,000
$ 50,000
9 thng
1 tun
Phng n A: L phng n tit kim nht. N ch tha mn hon ton yu cu u tin, v ch tha
mn mt phn yu cu th 2. N tha mn tt c cc rng buc v phn mm (chi ph t hn $50,000),
phn cng (mua thit b di $50,000), thi gian (ngn hn 6 thng), v ch cn hun luyn nhn vin
trong vng 1 tun.
Phng n C: L phng n c c h thng hon ho nht. N tha mn tt c cc yu cu
chc nng, nhng n li vi phm 2 rng buc: chi ph phn mm cao hn ($65,000), v thi gian thc
hin lu hn (9 thng). Nu Hoosie Burger mun c h thng qun l kho tha mn tt c cc yu
cu, nh hng phi chp nhn chi tr s tin nhiu hn v ch i lu hn.
Phng n B: l phng n trung dung ca 2 phng n A v C. N tha mn c 2 yu cu u
tin, tha mn mt phn yu cu th 3 v hon ton khng vi phm rng buc no.
chn gii php t cc phng n v tiu chun, ngi qun l nh hng thc hin 3 vic:
1. Xc nh mc quan trng ca mi tiu chun nh gi i vi h thng ang mong i. Mc
quan trng ca tiu chun c gi l trng s ca tiu chun. N c ngha l nu mt tiu
chun C c p ng hon ton, th mong mun ca ngi qun l i vi h thng s c
tha mn mc c xc nh bi trng s ca tiu chun C . Cc trng s thng c
cho mt cch ch quan ty theo quan im ca mi ngi, do cch thit lp cc tiu chun v
trng s ca chng thng c thc hin trong cc cuc tho lun cng khai v m rng cho
nhiu ngi.
2. nh gi mc tha mn tng tiu chun ca mi phng n, v cho n mt con s c gi l
hng. Con s ny cng ln th mc tha mn tiu chun ca phng n cng cao. Hng l mc
lm tha mn mt tiu chun nh gi ca mt phng n so vi cc phng n khc bit;
n khng phi l thc o mc tt xu ca phng n mt cch tuyt i . Vic nh gi ny
cn ch quan hn c vic xc nh trng s v n da trn c trng s ln c tnh ca phng n.
97
3. Cho im tng phng n theo tng tiu chun, im = trng s * hng, v tnh tng s im ca
mi phng n trn tt c cc tiu ch. Nu nh phng n no c s im cao, th phng n
c cho l lm tho mn mong mun nhiu nht (tt nht trong s cc phng n bit).
Chi tit nh gi v xp hng cc phng n thit lp h thng qun l kho cho nh hng hoosie
Burger c m t trong bng sau. Phng n C c tng im cao nht (425 im so vi 417 im
ca phng n B, v 408 im ca phng n A) l phng n c chn lm gii php.
Phng n A Phng n B Phng n C
TIU CHUN Trng s
Hng im Hng im Hng im
Yu cu
1. D nhp liu 18 5 90 5 90 5 90
2. Pht sinh phiu t hng 18 3 54 5 90 5 90
3. Cho bit mc tn kho 14 1 14 3 42 5 70
(Yu cu) 50 158 222 250
Rng buc
Chi ph phn mm 20 5 100 4 80 3 60
Mua phn cng 15 5 75 4 60 4 60
Thi gian thc hin 10 5 50 4 40 3 30
Hun luyn 5 5 25 3 15 5 25
(Rng buc) 50 250 195 175
(Yu cu + Rng buc) 100 408 417 425
4.5 C TNH KHI LNG CC X L CA H THNG
Bit uc khi lng ca cc x l ca h thng thng tin l nh gi khi lng cng vic lm
ra h thng, y mt trong nhng yu cu ban u cho vic lp k hoch pht trin h thng, n lin
kt gia cc mun chng trnh vi ngun lc (nhn lc, kinh ph, phung tin) hin c ca t chc
a vo k hoch thc hin (phn cng).
Khng ging nh cc sn phm cng nghip c sn xut t dy chuyn cng ngh, phn mm l
mt loi sn phm t bit c sng to ch khng th sn xut. Cc nh hoch nh cho k hoch
pht trin h thng thng tin da trn my tnh (CBIS) thng gp nhiu kh khn trong vic ny, bi
v khi lng x l trong h thng ph thuc vo phc tp ca cc x l bn trong h thng. Vic
nh gi mc phc tp ca h thng li ph thuc rt nhiu vo trnh , kh nng t duy v quan
im ring ca mi c nhn; y l nhng c tnh bn trong ca con ngi, v rt khc nhau gia
nhiu ngi. Chnh v th khi lng x l ca cc phn mm c c tnh hp l (estimating) ch
khng th no o c (measuring).
PERT (Program Evaluation & Review Technique). hng n vic lp k hoch pht trin h
thng, mt phng php n gin nht l ng nht khi lng x l ca h thng thnh khi lng
98
ca cng vic to ra h thng, v s dng k thut c lng PERT. K thut ny da trn tng hp
kin ca nhiu ngui v cng vic cn thc hin c tnh mc n lc cn thit cho cng vic.
PERT da trn cng thc sau:
6
* 4
pess m op
S S S
S
+ +
= , trong :
S l khi lng c tnh theo cng thc PERT.
S
op
: c tnh lc quan nht (Most Optimistic). V d, bit 1 cng vic c th cn hon thnh trong
bao lu vi ngun lc cho, ngi ta s hi nhng ngi tng c kinh nghim lm vic ny hoc
cc vic tng t, v chn S
op
l thi gian ngn nht c th lm xong cng vic. Chn thi gian ngn
nht thc hin cng vic cng ng ngha vi ri ro s cao nht.
S
pess
: c tnh bi quan nht (Most Pessimistic). Ngi ta chn thi gian hon thnh cng vic lu
nht thay v ngn nht, bo m cng vic chc chn s hon tt trong thi gian ny.
S
m
: c tnh ph bin nht (Most Likely), c nhiu ngi ng nht.
FPA (Function Point Analysis). Phn tch im chc nng l mt phng php uc bit t thp
nin 70, v ngy nay n vn cn c ng dng. Phng php ny m tng ni dung d liu ca h
thng (hoc x l), p dng cng thc tnh xc nh im chc nng (Addjusted Function Point,
AFP) c cho l kch c ca h thng. Mi mt ni dung (d liu hoc truy vn) vo hoc ra trn
ng bin c m l 1 (count = 1). D liu cn m c phn loi nh sau:
External Inputs (EI): D liu (khng mang truy vn) t ngoi vo trong h thng.
External Output (EO): D liu i ra khi h thng (nh 1 thng bo li,).
External Inquiries (EQ): Truy vn t ngoi vo h thng (ie, phi c tr v 1 kt qu no ).
Internal Logical Files (ILF): Nhm d liu lin kt nhau nh bng d liu bn trong h thng.
External Interface Files (EIF): cc thit b bn ngoi h thng (thit b ngoi vi, h thng khc)
m h thng cn giao tip vi chng.

Mi loi d liu sau khi m c nh gi phc tp da trn bng tham chiu cho tng loi do t
chc IFPUG thit lp (ti liu tham kho ti: http://www.softwaremetrics.com/freemanual.htm).
V d, cc EI c bng tham chiu nh sau:

y l bng tham chiu phc tp cho EI. FTR l s lng ILF c EI tham chiu n. Nu s
m cc EI l 7 (trong khong 5-15) v s FTR l 1 (nh hn 2) th phc tp trong trng hp
ny l 3 (Low).
99
Sau khi m v nh gi phc tp cho mi loi d liu (EI, EO, EQ, ILF v EIF), ta s dng cng
thc tnh im chc nng cha hiu chnh v hiu chnh nh sau:
UnAddjuted Function Points = (S d liu m c trong mi loi * phc tp ca mi loi)
Addjusted Function Points = UnAddjuted Function Points * ( 0.65 + 0.01 * C
i
)
C
i
l gi tr hiu chnh thm cho cng thc da trn cc c tnh ca h thng. Mi mt C
i
(i = 1 n
14) c gi tr t 0 n 5 tng ng vi mt c lng trong cu tr li t 1 n 14 cu hi sau:
1. H thng c cn phi sao lu v phc hi khng ?
2. C cn truyn nhn d liu vi cc ni khc ?
3. C cn phi x l phn tn (distributed processing) ?
4. Tc x l nhanh c thc s quan trng khng ?
5. H thng cn c s dng vi cng cao ?
6. H thng cn x l d liu trc tuyn ?
7. D liu trc tuyn c i hi nhiu thao tc hoc hin th bng nhiu mn hnh ?
8. Cc ILF c cn phi c cp nht trc tuyn khng ?
9. Cc Inputs, Outputs, Files v cc truy vn c thc s phc tp khng ?
10. X l bn trong h thng c phc tp khng ?
11. M lnh c cn phi c thit k cho vic s dng li khng ?
12. X l c bao gm lun cc tin tch chuyn i v tr gip ci t h thng ?
13. H thng c c thit k s dng c nhiu t chc khc nhau khng ?
14. C c thit k d dng thay i sau ny, hoc d s dng khng ?
Mt im hn ch ca FPA l n khng quan tm n phc tp v mt k thut ca cc x l, do
n khng th tnh chnh xc kch c ca cc ng dng c tnh ton phc tp nh Realtime Systems
(h thng cn p ng theo thi gian thc).
4.6 NH GI CHT LNG CA H THNG
4.6.1 Quan im cht lng
Cht lng ca h thng c hiu khc nhau t nhiu quan im khc nhau, n ph thuc vo mi
quan h gia h thng v ngi nh gi cht lng.
ng trn quan im ca ngi s dng h thng, th cht lng ca h thng l gi tr s dng ca
n i vi nhng cng vic m ngi s dng cn thc hin, nh chnh xc, x l nhanh, khng gy
ra h hng (cho d l do sai st ca h thng hay ca ngi s dng); h thng no tha mn c
tt c cc mong mun ca ngi s dng v h thng th n c cho l c cht lng cao. Quan
im ny l cng l quan im ph bin nht hin nay (c p dng trong h thng qun l cht
lng ISO 9000).
Theo quan im ca ngi thit k v pht trin h thng, th h thng c cht lng khi n ch cn
chi ph thp (t tn ngun lc) trong vic to mi v hiu chnh h thng tha mn ht tt c cc
yu cu c t ra; v ngi pht trin h thng (l nh sn xut) lun mong mun lm ra h
thng bng mt phng php c hiu qu cao nht (t tn km nht ng ngha vi li nhun cao
100
nht). Quan im ny cng tng t nh quan im ca ngi bn hng: h thng c cht lng khi
n bn c nhiu nht v gi r so vi gi tr s dng ca n.
gc ca nhng nh nghin cu nh gi h thng nh mt sn phm thng mi, h thng c
cht lng khi n c nhiu c tnh (thit k) tt nh tin cy cao (chu ng c cc tc nhn gy
hi nh s c mt in) v d bo tr (ci tin, nng cp), l hai c im cht lng mang tnh c
th ca h thng thng tin v h thng thng tin cn phi lun lun sn sng cho ngi s dng (h
thng thng tin c v nh l h thn kinh ca t chc), v n cn phi thch nghi vi mi trng
hot ng ca t chc (lin tc ci tin ng u vi cnh tranh).
Nh vy tng hp t cc quan im trn, cht lng ca h thng thng tin trong t chc c xem
xt v nh gi trn cc yu t: tnh chnh xc (correctness), tnh tin dng (usability), tnh ton vn
(integrity), tin cy (reliability) v bo tr c (maintainability).
4.6.2 nh gi (o) cht lng ca h thng
1. Tnh chnh xc. H thng phi vn hnh hoc cung cp gi tr cho ngi s dng mt cch ng
n. Tnh chnh xc l mc m phn mm thc hin ng (v y ) cc chc nng c yu
cu. Mt thc o chnh xc ca h thng l s khim khuyt mi KLOC (Kilo Line of Code,
1000 dng lnh), trong khim khuyt l s thiu st nhn bit c qua cch p ng cc
yu cu t ra cho h thng. Nh vy khim khuyt l nhng phn nn t ngi s dng sau
khi h thng c trin khai ng dng. Cc khim khuyt c o trong mt khong thi gian
c xc nh (thng l 1 nm). T khi nim ny, ngi ta nh ngha h s ci tin cht lng
DRE (Defect Removal Efficiency) trong qu trnh pht trin:
) ( D E
E
DRE
+
= , trong
E l tng s sai st c pht hin trc khi chuyn giao cho ngi s dng, v
D l tng s khim khuyt pht hin c sau khi chuyn giao.
DRE l tng l 1. Nu khng pht hin c sai st no (trong khi c khim khuyt) th h s
ci tin cht lng l 0. Ngc li, nu khng c khim khuyt no c pht hin ra th DRE l 1
(cho d h thng vn cn cha nhiu li sai trong ).
2. Tnh tin dng. c hiu l mc thn thin ca h thng i vi ngi s dng (User-
friendliness). Nu mt h thng khng thn thin vi ngi s dng, n thng gy ra li cho d
cc chc nng ca n l c gi tr, hoc hot ng ng theo thit k. Tnh tin dng c o trn
4 c tnh:
a. K nng vt l hoc tr tu cn thit hc h thng.
b. Thi gian cn thit khai thc h thng c hiu qu mc trung bnh.
c. Gi tr gia tng m h thng v ngi s dng (c nng lc bnh thng) to ra.
d. nh gi ch quan ca ngi s dng h thng (thng k t phiu thm d).
3. Tnh ton vn. Trong thi bui c nhiu hackers nh ngy nay, tnh ton vn ca h thng thng
tin c t ln hng u. Tnh ton vn ca h thng l kh nng chng vi cc tc nhn gy
hi (v tnh hoc c ) lm nh hng n an ninh ca h thng. Cc tc nhn gy hi nh hng
ln d liu, x l ca chng trnh v cc ti liu lu tr. o mc ton vn ca h thng,
101
hai thuc tnh phi c nh ngha: him ha (threat) v phng v (security). Threat l xc sut
xy ra 1 loi tn cng trong mt khong thi gian xc nh, Security l xc sut chng thnh
cng mt loi tn cng trong khong thi gian xc nh. Khi , tnh ton vn c tnh bng
cng thc:
Integrity =
Security Threat * ) 1 (
4. Bo tr c. L kh nng phn mm c th khc phc mt khim khuyt/li nu n c pht
hin, c th thch nghi c vi mi trng, hoc c th ci tin c khi ngi s dng mun
thay i. Khng c cch no o lung trc tip c tnh bo tr c, v vy ngi ta thng s
dng cc o gin tip nh MTTC (Mean Time To Change). MTTC l khong thi gian trung
bnh m h thng p ng xong cc yu cu thay i, tnh t khi ngi s dng t ra yu cu
thay i trn h thng cho n khi h c tha mn. Mi mt loi yu cu thay i c mt
MTTC tng ng; v MTTC cng nh th tnh bo tr c ca h thng cng cao. Khi , bo
tr c th o bng:
Maintainability =
) 1 (
1
MTTC +

Ngoi ra, chi ph sa li (cao hay thp) cng l yu t nh gi tnh bo tr c.
5. tin cy. tin cy l kh nng sn sng dng c ca h thng (khi n khng b h hng).
tin cy c tnh t cc cng thc:
MTTR MTTF MTBF + =
MTBF
MTTF
ty Availabili =
) 1 (
Re
MTBF
MTBF
liability
+
=
MTBF (Mean Time Between Failures) l khong thi gian trung bnh gia 2 ln h thng b h
hng (tnh bng nm, vi d: khong 2 nm h thng b h 1 ln).
MTTF (Mean Time To Failure) l khong thi gian trung bnh m h thng vn hnh bnh thng
khng h hng. MTTR (Mean Time To Repair) l khong thi gian trung bnh h thng cn phi
c sa cha (trong thi gian ny th h thng khng dng c).
Availability l xc sut sn sng dng c ca h thng. Nu Availability = 1, c ngha l h
thng khng c thi gian tm ngng sa cha (hoc khc phc s c).
Reliablity l xc sut xy ra h hng trong 1 nm. Theo m hnh ny, nu MTBF cng ln th
tin cy Reliablity s cng cao, nhng khng bao gi bng 1 (hon ton l tng).

TM TT NI DUNG
Bng quan h l cu trc dng bng (gm ct v hng) dng din t cc thc th cho ph hp vi
cc bng d liu trong c s d liu loi quan h. Thit k bng quan h bao gm cc vn : chuyn
thc th sang bng quan h, chun ha cc bng quan h thnh dng chun 2 v 3, trn cc bng
d qun l hoc truy xut, s dng cc trng tnh ton cho bng v m ha d liu gim d tha
d liu hoc tn khng gian lu tr.
102
C s d liu l mt cu trc lu tr d liu mc vt l trn cc da cng khai thc d liu mt
cch c hiu qu nht: truy cp nhanh, t tn ch lu tr, an ton v bo mt. C s d liu quan h l
loi ph bin nht hin nay, c thit k da trn khi nim bng d liu, trng d liu, kiu d
liu v cc quan h lin kt cc bng. H qun tr CSDL l h thng phn mm dng nh ngha,
thao tc v chia s d liu trong CSDL, gm 3 phn: CSDL, b my iu khin v ngn ng lnh
(ngn ng vn p c cu trc SQL). Thit k CSDL l s dng cc lnh SQL to mi, phn
quyn truy xut cc bng d liu, da trn lc ERD.
Thit k x l bao gm to ra cc giao din (forms/reports) ph hp vi nhu cu s dng h thng,
xem xt mi lin kt ph thuc hoc kt dnh gia cc mun x l trong h thng, v b tr cc x l
(nhn cng, trn my u cui, trn server theo m hnh client-server 2 lp hay 3 lp) tn dng ti
a nng lc ca cc loi ngun lc trong h thng.
Vic chn gii php trin khai h thng bao gm 5 vic: (1) Xc nh cc tiu chun nh gi (yu
cu, rng buc), (2) xc nh mc quan trng ca mi tiu chun i vi h thng, (3) xc nh t
nht 3 phng n thc hin, (4) nh gi mc tha mn ca mi phng n i vi tng tiu
chun v (5) tnh im cho tng phng n.
Cht lng ca h thng c nh gi (o) theo 5 kha cnh: (1) tnh chnh xc, (2) tnh tin dng,
(3) tnh ton vn, (4) bo tr v (5) tin cy.

CU HI N TP
1. Rng buc ton vn thc th l g ? Hy cho bit vai tr ca kha chnh v kha ngoi i vi
rng buc ton vn thc th.
2. Ph thuc hm l g ? C khi no mt thuc tnh khng phi l kha (non-key attribute) khng
ph thuc hm vo kha ca bng quan h ? hy gii thch.
3. Bng quan h c cu trc tt l g ? lm cch no to ra cc bng quan h c cu trc tt ?
4. Hy phn bit cc bng quan h khng thuc dng chun no, thuc chun 1NF, thuc chun
2NF v thuc chun 3NF.
5. Hy cho bit yu cu i vi vic trn cc bng quan h, v cho v d chng minh.
6. Hy tham kho hnh 4.9 S dng lookup table lu tn ng. Nu khng dng lookup table,
bng EMPLOYEE s phi c trng Street (di 40 bytes) thay cho trng St_code. Gi s
bng EMPLOYEE c 1000 dng, v LOOKUP_STREET c 300 dng. Hy tnh khng gian lu
tr tit kim c khi dng lookup table.
7. Hy cho bit nhng chc nng (nhim v) ca cc giao tip ni chung. Nh vy mt report c
nhng chc nng no trong s ny ?
8. Hy cho bit cc yu cu c bn i vi cc forms giao tip trn my tnh.
9. Hy cho bit cc mc ph thuc ln nhau gia cc mun.
10. Hy cho bit cc mc kt dnh ln nhau gia cc mun.
11. Hy cho bit s khc nhau gia m hnh client-server 2 lp v client-server 3 lp.
12. Hy cho bit cch o mc chnh xc ca h thng
13. Hy cho bit cch o tin cy ca h thng.
103

CHN CU TR LI NG
14. Trng cng thc c th dng
a) Tit kim khng gian lu tr
b) Gia tng tnh ng n ca d liu
c) Chun ha (nht qun) cc cng thc to ra thng tin
d) C a, b v c u ng
15. Thuc tnh B ph thuc hm vo thuc tnh A c ngha l
a) Nu cho trc 1 gi tr d liu A, th s xc nh c 1 gi tr d liu B tng ng
b) Nu cho trc 1 gi tr d liu B, th s xc nh c 1 gi tr d liu A tng ng
c) Nu cho trc 1 gi tr d liu A, th s tnh ton c 1 gi tr d liu B bng cng thc
d) C a, b, v c u ng
16. M t no sau y th hin c trng c bn ca dng chun 3 (3NF)
a) Bng khng c 2 dng hon ton ging nhau
b) Bng khng cha nhiu gi tr d liu bt k d liu no
c) Thuc tnh khng phi l kha th khng ph thuc hm vo mt phn ca kha
d) Thuc tnh khng phi l kha th ch ph thuc hm vo ton b kha.
17. Mc ch chnh ca vic trn cc bng quan h l
a) Phn r bng quan h phc tp thnh cc bng n gin, d hiu
b) To ra cc bng quan h c cu trc tt
c) tit kim khng gian lu d liu
d) Trnh trng lp d liu gia cc bng
18. Hiu qu s dng mt h thng thng tin ph thuc ch yu vo
a) u t cho cc thit b phn cng
b) Trang b y phn mm cho ngi s dng
c) Thit lp mng my tnh c bng thng ln (tc cao)
d) B tr ngun lc ph hp vi tng cng vic trong h thng

BI TP
1. Gi s bng quan h COURSE gm cc thuc tnh name, dept, year, semester, instructor.
Ty theo cch thit lp, mi kha c lit k sau y s mang ngha khc nhau trong thc t.
Hy s dng khi nim ph thuc hm gii thch ngha ca tng kha sau:
(i) name
(ii) name,instructor
104
2. V ERD sau y thnh lc quan h dng chun 3NF.

3. Gi s ta c bn quan h R(A,B,C,D,E) vi kha chnh A,B v 2 ph thuc hm:
a.CD
b. DE
Hy chuyn quan h R sang dng chun 3NF.

4. Quan h MEETING c cc thuc tnh v kha nh sau:
MEETING(CourseName, CourseTitle, Day, Time, BuildingName,Room#, Address)
Gi s c 2 ph thuc hm trn quan h ny:
Address ph thuc hm vo BuildingName
CourseTitle ph thuc hm vo CourseName
Quan h ny c phi l quan h 2NF hay 3NF khng ? hy gii thch v nu n khng dng
2NF hay 3NF, hy chuyn n sang dng 2NF v 3NF.
5. Quan h BUILDING cc thuc tnh v kha nh sau:
BUILDING(Street, Street#, City, OwnerName, OwnerAddress, PropertyTax).
OwnerName ph thuc hm vo street, street#, city
PropertyTax ph thuc hm vo street, street#, city
OwnerAddress ph thuc hm vo ownerName
2NF hay 3NF, chuyn n sang dng 2NF v 3NF.
6. Mt CSDL c 2 bng quan h nh sau
Order( order# ,date, customerID, lastName, firstName, province, amount, taxRate)
ProductOrdered( order#, product# , productDesc, quantity, price)
CSDL ny khng dng 2NF v c cc ph thuc hm:
customerID lastName, firstName, province, taxRate
province taxRate
product # productDesc, price
Hy chuyn lc CSDL ny thnh dng 2NF, v 3NF.
7. Mt hng xe hi c CSDL lu cc thng tin sau:
Thng tin v nh cung cp (Suppliers)
A
B
C
R
105
Mi nh cung cp c hng xe hi gn mt s nh danh Supplier# phn bit nhau
Mi nh cung cp c tn (SupplierName), v thnh ph (SupplierCity)
Mi nh cung cp cung cp 1 hoc nhiu ph tng cho xe
Thng tin v ph tng xe (Parts)
Mi ph tng xe c mt tn (PartName), s nh danh (Part#) v gi (PartPrice)
Mi ph tng c cung cp bi 1 hay nhiu nh cung cp
Part# l s dng phn bit cc ph tng xe vi nhau
Thng tin v t cung cp (Supply)
Mi t cung cp c nh cung cp cung cp mt ph tng
Mi t cung cp c s lng(quantity), ngy (date), tn b phn (partName), thnh ph ca
nh cung cp (SupplierCity), v m vng ca nh cung cp (Supplier_Postal)
Gi s hng bit c cc quan h ph thuc nh sau:
S lng trong mi t cung cp hng ph thuc hon ton vo supplier#,part#,date
PartName c xc nh bi Part#
SupplierCity,SupplierPostal ph thuc vo Supplier#
Nu bit SupplierPostal, ta s bit c SupplierCity
a) Hy v lc ERD cho CSDL.
b) Chuyn lc ERD sang bng quan h v chun ha thnh dng 3NF.
8. Cho 3 quan h sau:
Shop(shop_id,name),Album(album_id,title),Sells(shop_id,album_id,price)
Gi s d liu trong cc bng ny c. Hy vit cu lnh SQL lit k tn ca ca hng c bn
album The big bell (Album.tite = The big bell)
9. Cng ty Eversure Consulting Company (ECC) va hon thnh vic phn tch h thng t mua
hng cho khch hng. Cng ty nh gi cc trng s theo cc tiu chun nh sau:
Phn yu cu chc nng: nhp liu c trng s 0.16, t hng 0.16, v truy vn (d liu) 0.12
Phn rng buc: chi ph phn mm 0.16, chi ph phn cng 0.13, thi gian thc hin 0.08,
hun luyn 0.03, tr gip 0.08, v chu k sng (ca h thng) 0.08
ECC tm c 3 cng ty A, B v C cung cp 3 phng n tng ng. ECC so snh v nh
gi cc tiu chun trn v xp hng t mc 0 (thp) n mc 5 (cao) nh sau:
Cng ty A: t mc 5 cho hu ht cc tiu chun, ngoi tr t hng (3), tr gip (3), truy vn
(1).
Cng ty B: t mc 5 cho nhp liu v t hng, mc 4 cho chi ph phn mm, chi ph phn
cng, thi gian thc hin, tr gip; mc 3 cho truy vn, hun luyn v chu k sng.
Cng ty C: t mc 5 cho hu ht cc tiu chun, ngoi tr chi ph phn cng (4), chi ph phn
mm (3), v thi gian thc hin (3).
Vi thng tin trn, hy cho bit cng ty no c phng n tt nht.

106
TI LIU THAM KHO
1. Modern System Analysis and Design, Jeffey A.Hoffer, Joey K.George, Joseph S.Valacich,
Addison Wesley, 2003: chung 11, chng 14, chng 15, chng 16, chng 18.
2. Software Engineering: A Practitioners Approach, Roger S.Pressman, Mc.GrawHill, 2001:
Chng 4, chng 5.
3. Tng tc ngi-my (Human-Computer Interaction), Lng Mnh B, Nh xut bn Khoa hc
v K thut, 11/2005.

Chng 5: ng dng h thng
107
Chng 5:
NG DNG H THNG
Trin khai ng dng h thng thng tin da trn my tnh (CBIS) l giai on sau cng trong chui
cng vic pht trin h thng bin cc tng phn tch, thit k thnh sn phm hin thc cho t
chc. Mc ch ca giai on ny l thit lp mt h thng mi hot ng ng theo mong mun
(ng thit k) trong mi trng vn hnh ca t chc, thay th cho h thng c v cc quy tc
qun l khng cn ph hp. Trin khai ng dng cng hon tt cc ti liu m t h thng, hun
luyn ngi s dng h khai thc hiu qu h thng mi, ng thi thit lp h thng h tr ngi
s dng. Cc hot ng trin khai ng dng s ko di cho n khi kt thc chu k sng ca h thng
mi, trong bao gm c vic khc phc cc khuyt im cn st li sau khi ng dng, v ci tin h
thng n thch nghi c vi cc thay i trong mi trng vn hnh ca t chc. V vy, giai
on ny s gm cc vic to ra phn mm, kim th, ci t, chuyn i h thng c sang h thng
mi, lp ti liu cho h thng, hun luyn ngi s dng, h tr s dng (support) v ci tin h
thng. Trong chng ny chng ta s ln lt tm hiu cc ni dung trn.
5.1 PHT TRIN PHN MM
Phn mm (software) hay cn gi l ng dng (application) trn my tnh gm chng trnh my
tnh, c s d liu v cc ti liu nhm tr gip ngi s dng thc hin cng vic trong h thng.
Mt cch tng qut, c 3 loi phn mm:
Phn mm h thng dng vn hnh my tnh v cc phn cng my tnh, v d nh cc h iu
hnh my tnh Windows XP, Linux, Unix, cc th vin lin kt ng (dynamic linked library -
DLL), cc b iu vn (driver), phn do (firmware, l phn mm ci t c nh trong thit b
phn cng cung cp cc chc nng giao tip thun tin hn, nh BIOS ca my tnh). y l
cc loi phn mm lm nn cho cc phn mm ng dng bn trn, thng qua iu khin v
s dng phn cng v cc thit b ngoi vi.
Phn mm ng dng ngi s dng c th hon thnh mt hay nhiu cng vic no , v d
nh lm cc cng vic vn phng (son vn bn, tnh ton, x l d liu bng Microsoft Office),
qun l chc nng ca doanh nghip (cc phn mm chuyn dng qun l k ton, qun l
kho vt t, dch v khch hng, ), kinh doanh trc tuyn,
Phn mm pht trin ng dng: cc loi phn mm ny cung cp mt mi trng tin thun tin
nht cho ngi lp trnh vin to ra mt phn mm ng dng mi: thit k h thng, lp ti
liu, kt ni vi c s d liu, son tho lnh, dch sang m my, chy th v d li.
5.1.1 Lp trnh
Chng trnh l mt b lnh iu khin phn cng thc hin mt vi chc nng no , nh tnh
ton, in n, x l d liu hoc truyn tin. Khi nim lp trnh dng ch thao tc ca ngi lp
trnh vin nhm to ra chng trnh bng phn mm pht trin ng dng: Ngi lp trnh vin to ra
mt tp lnh (m ngun) bng ngn ng t nhin m phn mm pht trin ng dng hiu c
108
chuyn chng sang ngn ng my (m my) cho b vi x l (CPU) hiu v thi hnh. Ngi ta cn
gi lp trnh l qu trnh m ho ngn ng t nhin thnh ngn ng my.
M ngun ca chng trnh l nhng ch th lnh c din t theo mt ngn ng lp trnh no ,
v d: ngn ng C, Fortran, Basic, Pascal,.. phn mm pht trin ng dng dch thnh ch th lnh
ph hp vi tng b vi x l, hoc thnh cc dng m trung gian cho cc phn mm khc (v d: cc
tp tin .obj, .dll, .ocx cha cc m ny). Vic dch sang m my c thc hin bng 2 cch:
Thng dch. Mt phn mm thng dch (trnh thng dch, Interpreter) l mt phn mm c kh nng
c, dch v thi hnh tng lnh trong m ngun.
Bin dch. Mt phn mm bin dch (trnh bin dch, Compiler) l mt phn mm dch ton b m
ngun sang m my (hoc cc dng m trung gian) ti u thi gian thc thi v khng cn phi dch
li nhng lnh c dch trc nh trnh thng dch phi lm.
S phn nh ny l cn thit trong qu trnh pht trin ng dng: trong khi lp trnh, lp trnh vin
thng phi sa v thc hin li ch mt vi lnh va mi sa; yu cu ny rt ph hp vi trnh
thng dch. Sau khi hon tt chng trnh, th ton b m ngun cn phi c bin dch li ti u
m pht sinh v thi gian thc thi.
Ngn ng lp trnh l mt h thng c php rt gn din t mnh lnh v cu trc d liu theo mt
dng m c con ngi v phn mm pht trin ng dng u c th c v hiu c. Mt ngn
ng lp trnh cn phi tha mn c hai iu kin c bn l: N phi d s dng (n gin, quen
thuc) i vi ngi lp trnh vin, v n phi c kh nng din t c cc mnh lnh cn thit ca
ngi lp trnh vin.
Ngi lp trnh vin thng lm vic trn nhiu ngn ng lp trnh, trong ch yu l Java, C, C++,
C#, PHP, ASP, VB. Mt phn ca ngh thut lp trnh l vic la chn ngn ng lp trnh ph hp
nht vi bi ton cn gii quyt v cc ngn ng lp trnh khc nhau i hi lp trnh vin phi thao
tc cc mc khc nhau khi ci t cc thut ton: cc ngn ng cp thp (nh Java, C, C++) to
ra chng trnh thc thi nhanh, nhng ngi lp trnh vin phi tn nhiu thi gian lp trnh hn cc
ngn ng cp cao nh ASP.NET. Cc ngn ng lp trnh thng c s dng cho cc mc ch
khc nhau. V d, C v Java l 2 ngn ng thng c dng to ra cc chng trnh iu khin
thit b phn cng. C++, C#, VB.NET c dng ph bin cho cc ng dng khoa hc ln kinh
doanh, PHP, Java v ASP.NET rt ph bin i vi nhng ngi lp trnh vin vit ng dng Web.
Vic lp trnh to ra mt sn phm phn mm hon ho l mt cng vic phc tp, v phn mm
c sng tc ch khng th sn xut, v hn na, n c xy dng bng kin thc v cng ngh
hin ti s dng (p ng c y yu cu) trong tng lai, trong khi cng ngh thng tin thay
i rt nhanh. Do , ngi ta c gng to ra mi trng lp trnh thun li nht cho ngi lp trnh
vin t nhiu cch:
1. Cung cp trnh bin dch / thng dch thng minh. Cc ngn ng lp trnh ngy cng t nhin
hn, hm th vin phong ph hn v c bit cc trnh bin dch thng minh hiu c
nhiu ngn ng lp trnh (v d: .NET framework ca hng Microsoft).
2. Cung cp cng c pht trin phn mm mnh (VisualStudio, Developer Suit,..; cc CASE tools).
Cc trnh bin dch ch l mt phn trong cc phn mm pht trin ng dng. Ngoi vic giao tip
109
bng ngn ng lnh, cng c pht trin phn mm c th giao tip vi lp trnh vin theo dng
ha (GUI), cung cp cc thnh phn thit k sn v c th pht sinh t ng m ngun t cc
thit k trn giao din.
3. Cung cp cc cng ngh chun (TCP/IP, WebServices,..). S chun ha cc cng ngh x l gip
cho cc phn mm tha k (hoc s dng li, reuse) c nhiu hn cc on m vit sn (
ti u) v cung cp cho ngi lp trnh cc chc nng x l dng dch v ca mng my tnh
hoc ca h iu hnh.
4. Cung cp th vin hm ca h iu hnh. Khng nhng h iu hnh cung cp giao din lnh v
thc n tin dng cho ngi s dng, n cn cung cp th vin hm cho cc phn mm ng
dng. Th vin ny gm cc on m vit sn, s dng bng cch gi hm mc thp.
5.1.2 To c s d liu
C s d liu cung cp kh nng chia s d liu gia cc ng dng (cc users) nh m t trong hnh
5.1, thng qua h qun tr c s d liu, in hnh l Oracle Database Server, Microsoft SQL Server,
hoc MySQL.

Vic thit lp cc bng d liu v cc thao tc trn cc bng ny c m t trong phn 4.3. H qun
tr c s d liu giao tip vi ngi s dng v cc phn mm ng dng bng ngn ng SQL. y l
ngn ng c chun ha trn hu ht cc h qun tr c s d liu loi quan h (RDBMS).
khai thc tt c s d liu trong t chc, nhng ngi s dng c phn lp theo cc vai tr: qun
tr CSDL, cp nht CSDL v khai thc CSDL.
Ngi qun tr CSDL (Database administrator) l ngi quyt nh cu hnh hot ng cho h qun
tr c s d liu, gm nh ngha cu trc d liu (Metadata, l d liu quy nh cu trc cho d
liu ca ngi s dng), phn quyn cho cc nhm ngi s dng d liu, v thit lp cu hnh vt l
cho h qun tr c s d liu trn my tnh dng lm Database server.
Ngi cp nht CSDL (Database feeder) l ngi cung cp d liu cho c s d liu qua cc tin ch
hoc phn mm nhp liu. Mi database feeder ph trch cp nht mt nhm d liu quan trng ca
Hnh 5.1 Vai tr ca h qun tr CSDL trong h thng thng tin.
110
h thng, ph hp vi cng vic chuyn mn m anh ta m nhn trong t chc. Cc thao tc cp
nht d liu ny c kim sot bi cc quy tc ton vn d liu v c ch phn quyn m ngi
qun tr CSDL thit lp trn h qun tr CSDL.
Ngi s dng CSDL (Database user) l ngi tham kho, truy vn d liu tng hp thnh thng
tin hu ch cho cng vic ca anh ta trong t chc.
S hnh thnh 2 nhm cp nht d liu v s dng d liu khc nhau l do nhu cu tham kho d liu
ca mi ngi s dng bao gi cng nhiu hn ni dung d liu m ngi c th a vo c s d
liu, v cn l do trch nhim khc nhau ca h i vi d liu dng chung. n gin ha vic
phn quyn, ngi qun tr CSDL thng to ra cc nhm chc nng cp nht, tham kho trn ni
dung d liu ca CSDL, v gn ngi s dng vo cc nhm ph hp: mt ngi s dng c th
thuc nhiu nhm c nhiu quyn hn hn trn CSDL.
5.2 KIM TH
Kim th h thng l tm kim sa cc sai st (hoc li) trong h thng, trc khi chng gy tai
ha (gy ra hng hc) trong lc h thng ang vn hnh. Kim th c nhiu cch thc hin khc
nhau, nh s dng cc kch bn vi d liu gi lp ln d liu thc, bo m rng khng nhng h
thng hot ng ng theo thit k, m n cn phi hot ng c trong mt s iu kin khng
bnh thng (v d: lm vic qu ti, chu ng c nhiu tn cng t nhp tri php,..).
Xt v bn cht th kim th l mt cng vic tm kim nhng th cha bit trc (li g cn tm); v
mt li ch c tm ra trong mt h thng c th ch n khng phi l mt i tng tn ti c lp
vi h thng (c c im nhn dng trc khi tm); do bn cht ca kim th l tm hiu ton
b h thng ch ra khim khuyt, hoc sai st (li) trong h thng.
Cc kim th khng tm c li khng c ngha l cng vic tm li c thc hin khng tt; hoc
h thng khng c li no. Tuy nhin, khi li c pht hin cng nhiu (v c sa li) th li cn
st li trong h thng s t i, v nh vy xc sut h hng do li s thp, khi chng ta c th yn
tm hn v h thng. V vy, kim th c xem nh l mt cng c bo m tnh ng n
(correctness) cho h thng nhng thc s n khng chng minh c rng h thng khng c li.
Do vic kim th phc tp, i hi nhiu chi ph v thi gian thc hin, nn ngi ta khng c gng
lm cho h thng hon ton sch ht li, m ch c gng lm sao khng ch s li cn st li trong
h thng (ln tnh cht nguy him ca chng) mc c th chp nhn c. Do , vic tm li
cn phi da trn chin lc pht hin li c hiu qu, nh pht hin sa li tt c cc li nghim
trng, chp nhn b st mt vi li khng quan trng.
H thng thng tin vn hnh bng 5 thnh phn, l con ngi, quy trnh, phn mm, phn cng v
mng my tnh. V vy, vic kim th y cn c tin hnh trn tt c cc thnh phn ny. Tuy
nhin, do phn cng t b h hng v a s thit b u thuc dng thng mi ha, qua kim th
thi gian di do hng sn xut tin hnh (ti ni sn xut ln mi trng s dng), v c hng bo
hnh nn vic kim th cng khng cn u t nhiu, ngoi vic kim tra xem chng c lm vic qu
ti trong iu kin thc t (thng sinh ra hin tng nghn nh chng ta thng gp trn cc kt ni
mng Internet) hay c bn b trc cc tc ng vt l (nh ngt ngun in t ngt, nng, m, ).
Ngc li, hu ht cc phn mm dng trong h thng thng tin qun l u c pht trin mi,
111
hoc t nht l sa li cho ph hp (customized) nn chng rt non tr so vi phn cng (cha qua
th nghim trong thi gian di), do chng thng n giu nhiu sai st cha c pht hin ra,
v y l ni lo ln nht ca c ngi pht trin h thng ln ngi s dng phn mm. Hu ht cc
kim th u tp trung vo y. i khi ngi qun l cng cn lm mt vi kim th nh i vi
nhng ngi s dng h thng chc chn rng h bit cch s dng ng h thng, chng hn nh
t ra cc tnh hung bt thng v yu cu h gii quyt cho ph hp vi cc quy trnh khai thc h
thng ban hnh.
5.2.1 Nguyn tc kim th
Tt c cc chin lc kim th phn mm u da trn mt vi nguyn tc kim th sau y:
1. Tt c cc kim th u c th ln theo vt n yu cu ban u ca phn mm. Mi quan h ny
cho chng ta bit c tnh ng n ca ni dung ang kim th i vi yu cu ban u c
dng lm tiu chun nh gi. Nhng lm sao bit cc yu cu ban u l hp l ? Theo quan
im h thng, l (1) yu cu phi hng n vic to ra (cng thm) gi tr thit thc cho h
thng ln hn (dy chuyn to ra gi tr ca t chc), (2) yu cu c cng nhn l kh thi, (3)
h thng mi phi tng thch hon ton vi nhng g c gi li (khng thay i) ca h thng
c (tng t nh khi chng ta mun thay mt cnh ca, th chic ca mi phi lp va vi khung
ca c, tr khi chng ta mun b lun khung ca c), v (4) cc yu cu phi qua kim chng vi
thc t.
2. Cc hot ng kim th c hoch nh v tin hnh cng sm cng tt. Nhn mt cch tng
qut th qu trnh pht trin phn mm l t tng qut n chi tit; cng v sau th chi ph sa sai
cho cc mc tng qut bn trn cng ln do phi sa li nhiu m-un lin quan. Do , lm ng
ngay t u l cch tt nht gim chi ph lm li (rework).
3. Kim th bt u t nh (n gin, d hiu) v hng n ln (phc tp). V kim th l phi xc
nh ng/sai, do ngi kim th phi hiu r mt ni dung no trc khi kim th n.
Cch tip cn t sai st nht l bt u t n gin n phc tp ph hp vi s hiu bit ngy
cng nhiu ca ngi thc hin.
4. Khng kim th ht tt c mi th, m phi c chn lc. Cc mu th c chn sao cho vic
kim th khng b d tha, v d ch kim th cho cc trng hp i din; khng kim th li
nhng trng hp tng t. Vic ny lm cho cht lng kim th tt hn nh tp trung ngun
lc vo nhng vn chnh.
5. Kim th cn c tin hnh mt cch khch quan (ngi kim th khng phi l tc gi ca ni
dung b kim th).
5.2.2 o nng lc kim th
Trong khi kim th, mt vn quan trng l lm sao bit kim th c hiu qu (pht hin hu ht
li), v quan trng hn, khi no th c th ngng kim th. Vi gi nh l kim th s dng c nu
s li cn li trong phn mm khng ng k, hay ni cch khc, nu bit tng s li trong phn
mm, chng ta s bit s li cn li v s bit khi no th nn dng kim th. Nhng lm cch no
bit tng s li trong phn mm ?
112
cho n gin, chng hy v vic tm li nh bt c trong ao, khi khng th vt cn ht ton b ao.
tnh s c trong ao, mt cch c lng n gin nht l:
Bt ng M con c cng loi trong h nui, nh du, v th chng vo ao.
Th li, m s c bt c (m+n con), trong c m con c nh du, n con bt c t h
Nu trong h c tt c l N con, th
n
N
m
M
m n
M N
= =
+
+
, hay n
m
M
N =
Tuy rng c tnh trn thc s khng hon ton chnh xc, nhng n cng cho chng ta mt cch tnh
s li trong phn mm. y l k thut gieo li (seed-feeding), trong ngi gieo li cn phi khc
vi ngi kim th. Da theo cch ny, ngi ta nh ngha c h s pht hin li C
f
l
Faults Total
Faults Detected
Fauls Seeded Total
Faults Seeded Detected
C
f
_
_
_ _
_ _
= =
Nu vic kim th tin hnh tt, th h s C
f
s tng nhanh v c th dng kim th khi n t gi tr
chp nhn c.
5.2.3 K thut kim th phn mm
C rt nhiu k thut kim th c p dng trong cng ngh phn mm, nh Blackbox v Whitebox
l cc k thut n gin v rt ph bin.
Black-box: c p dng khi ngi kim th ch c khi chng trnh thc thi c trn my cng
vi cc m t trn chc nng giao tip ca n, nhng khng c m ngun (khng nhn thy c cu
trc lnh x l bn trong). Kim th c thc hin bng cch to ra mu d liu kim th theo kch
bn da trn cc c t chc nng ca khi, thc thi khi x l trn my vi mu th v so snh kt
qu thc t vi kt qu d kin. Cch ny ch kim th c cc m lnh c thc thi, ch khng
th bit c cc m lnh khc c b li hay khng.
White-box: c p dng khi ngi kim th c cc c t thit k v m ngun ca khi chng
trnh. Ngi kim th s c tng lnh trong khi (hoc thc thi tng lnh trn my debug)
khng nh khi chng trnh c x l ng theo thit k hay khng. i vi cc mun nh t lnh
th vic ny hon ton kh thi, nhng i vi mun ln nhiu lnh th m ngun ch c dng
hiu cu trc x l bn trong a ra cch kim th thch hp nht.
Regression: Mt mun c th thc thi ng theo thit k nhng n lm cho vi mun khc khng
thc thi c (c xung khc nhau). Thay v ch kim th mt mun c thc thi ng thit k khng,
ngi ta kim th xem cc mun khc c cn hot ng ng khng khi chng cng hot ng
chung vi nhau. Vic ny l cn thit bo m cho cc chng trnh hoc cc mun ca n khng
gy ra hiu ng l ln cc chng trnh khc.
5.3 CI T H THNG
Ci t h thng l thit lp mi trng vn hnh cho h thng, ngi s dng lm vic c trong
h thng. Vic ci t h thng ph thuc vo hin trng thc t ca h thng, nh cu hnh ca cc
113
thit b, ni lm vic ca ngi s dng, ch vn hnh ca h thng. Ni dung chnh ca vic ci
t h thng gm:
1. Ci t cho phn mm ng dng. Phn mm ng dng thng c ci t chung vi cc phn
mm khc, c bit l n c ci t trn mt h iu hnh c th, do cc phn mm phi c
kh nng hot ng chung vi nhau. Nhim v ca ngi ci t phn mm s l gii quyt cc
xung khc gia cc phn mm nu n xy ra, v gii quyt s khng tng thch gia phn mm
v lp nn h iu hnh hay cc phn mm h tr, nh b g phm ting Vit.
2. Thit lp thng s cu hnh ca h thng, h thng hot ng tt nht v ph hp vi nhu cu
ca ngi s dng. Cc thng s ny quy nh cc tnh cht x l ca phn mm, c s d liu,
h iu hnh v cc trnh iu khin thit b, my tnh, mng my tnh v cc thit b ngoi vi.
3. Thit lp quyn s dng cc chc nng ca h thng cho ngi s dng.
4. Lp h s v cc thng s cu hnh cho h thng, gm v tr t thit b, thng s cu hnh, phin
bn ci t v cc thng tin v ngui s dng nh tn, cng vic, quyn s dng
5.4 CHUYN I H THNG
Hu ht cc h thng thng tin qun l mi u cn phi qua giai on chuyn i t h thng c
sang h thng mi, cho d h thng c c c thc hin bng my tnh hay khng. Chuyn i h
thng l cng vic chuyn tt c cc tc nghip (business transactions) ang thc hin trn h thng
c sang h thng mi, bo m rng tt c cc hot ng ca t chc khng b gin on hoc ch
tt do h thng mi. Cc tc nghip trong t chc lin quan rt nhiu n cc ngun lc thc hin,
trong c ni dung thng tin, quy trnh thc hin, con ngi v cc phng tin m h dng lm
vic nh phn cng, phn mm, c s d liu, Nhng ngi nhn vin ca t chc, vi vai tr l
i tng th hng thnh qu ca h thng mi, khng phi l i tng cn chuyn i (thay bng
ngi nhn vin khc), nhng h cng cn c hun luyn lm vic trn h thng mi.
V t chc khng th duy tr song hnh hai h thng thng tin cng chc nng (nhng c th tm thi
vn hnh hai h thng trong thi gian chuyn i), nn vic chuyn i h thng lun lun i hi
mt k hoch chun b trc cho ni dung cn chuyn i v trnh t chuyn i h thng.
Cc i tng cn chuyn i bao gm:
1. Cc quy trnh nghip v, trong quy nh vai tr, trch nhim ca tng ngi s dng trn h
thng mi, v nh ngha quan h gia cc cng vic c v mi (t bit l s khc nhau gia
cch x l cng vic). Vic ban hnh quy trnh nghip v mi c n nh thi im bt u c
hiu lc l cho tt c mi ngi trong t chc thc c cch phi hp thc hin cng vic
trn h thng mi m khng b lng tng khi chuyn i.
2. Cc biu mu (form/report). Tt c cc h thng thng tin u cn c cc biu mu nh
khun cho d liu hoc thng tin ca h thng, do cng ging nh quy trnh, cc biu mu
mi cho h thng mi cng cn phi c ph bin trc khi thay th cc biu mu c.
3. D liu trong c s d liu. Cc loi d liu c lu tr u c chu k sng xc nh v c
dng x l nhiu cng vic ca t chc. trnh ch tt cng vic khi h thng mi cha c
114
d liu, cc ni dung d liu trong c s d liu c cng c chuyn sang c s d liu mi,
theo cu trc mi.
4. Phn mm, h iu hnh. Cc phn mm ca h thng mi thng c vit ra s dng lu
di, nn n cng thng i hi h iu hnh tng ng (v d, thay h iu hnh Windows 98
bng Windows XP bo mt tt hn cho cc ng dng).
5. Cc loi my tnh v thit b, nu nh chng khng cn tng thch vi h thng mi, hoc nng
lc x l thp hn yu cu.
Trnh t thc hin cc cng vic chuyn i h thng ph thuc vo cc phng php chuyn i.
Mt cch tng qut, c 4 phng php chuyn i h thng ph bin minh ha trn Hnh 5.3.
Chuyn i trc tip (direct
conversion). Phng php ny
b hn h thng c ngay ti thi
im chuyn i. Tuy l nhanh, t
tn km nht trong s 4 phng
php, nhng n khng c kh
nng ng ph vi ri ro: nu h
thng mi b h hng (v thc t
l n thng b h hng), ton b
cng vic s b ch tt.
Chuyn i song hnh (parallel
conversion). Thay v b hn h thng c nh chuyn i trc tip, h thng c s c vn hnh song
song cng vi h thng mi mt khong thi gian trc hoc sau thi im chuyn i chnh thc.
Tuy c vn hnh song song, nhng ch c mt trong hai h thng c s dng chnh thc. Khi h
thng mi b h hng, cng vic c tm thi thc hin trn h thng c cho n khi s c ca h
thng mi c khc phc. Nh vy, phng php ny an ton hn, thch hp vi nhng ngi s
dng cha quen vi h thng mi, nhng n cng kh tn km do khi lng cng vic tng gp i
trong thi gian chuyn i.
Chuyn i theo giai on (phased conversion). hn ch bt vic vn hnh cng lc 2 h thng,
phng php ny ch chuyn i tng phn theo tng giai on. Khc vi chuyn i song hnh, c
hai h thng u c s dng chnh thc trong cc giai on chuyn i. Mi mt giai on chuyn
i tng ng vi mt phn ca h thng c c chuyn sang h thng mi. Nh vy phng php
ny t gy nhiu bin ng ln trn h thng, s li trong mi giai on khng nhiu v c th khc
phc c trong khi h thng ang chy. Tuy nhin phng php ny c mt hn ch, l hai h
thng phi c lm cho tng thch nhau hon ton.
Chuyn i bng cch thm d (pilot conversion). Nu nh t chc c nhiu chi nhnh x l cng
vic ging nhau (nh cc bu cc), th chuyn i bng cch thm d s rt ph hp: mt trong cc
chi nhnh ca t chc (gi l pilot site) s c chuyn i trc tip. Nu nh h thng b s c,
cc cng vic c chuyn sang cc chi nhnh khc trong khi ch cho s c c khc phc. Sau
mt thi gian, nu h thng mi n nh, cc chi nhnh cn li s c chuyn i ng lot.
H thng c
H thng c H thng mi
H thng mi
H thng mi
H thng c H thng c
H thng c H thng c
H thng mi H thng mi
H thng mi
H thng mi
H thng mi
H thng c

H thng mi
Chuyn i
trc tip
Chuyn i
song hnh
Chuyn i
theo giai on
Chuyn i
thm d
Hnh 5.3 Cc phng php chuyn i h thng

115
5.5 LP TI LIU V QUN L CU HNH
5.5.1 Lp ti liu
Ti liu m t h thng, l cc ti liu c t yu cu, ti liu pht trin h thng, ti liu cu hnh.
Cc loi ti liu ny c th chia thnh hai nhm: ti liu bn trong h thng (ch yu l m t cho
chng trnh v cu trc d liu),v ti liu bn ngoi h thng (ti liu c t yu cu, nh DFD,
ERD v cu hnh h thng). Cc loi ti liu ca h thng c cp nht sut qu trnh pht trin v
s dng h thng phn nh ng thc t, lm c s cho vic qun l h thng. Cc thay i trong
ti liu c kim sot trn tng phin bn, gm s phin bn, thi im hiu lc, ngy ban hnh, ni
s dng, v cc thay i so vi phin bn trc.
Ti liu s dng: l ti liu m t cch khai thc,
vn hnh v qun l h thng cho ngi s
dng. i vi ngi s dng, ti liu s dng l
cu ni gia cc chc nng ca h thng vi nhu
cu s dng h thng, hnh thnh t cng vic
v trch nhim ca ngi s dng. Cc nhu cu
ny c din t thnh cc vai tr x l trn h
thng, v d: vai tr gim st kho cn cc chc
nng tnh s lng hng tn kho, nhn hng,
xut hng; ngoi ra, mt s nhn vin c th
m nhn nhiu vai tr nh va gim st kho,
va kt ton kho. Do , ti liu ny cn phi m t tng vai tr, v lin kt n vi cc chc nng h
tr ca h thng. Bng cch ny ti liu s hu dng v theo st vi thc t.
5.5.2 Qun l cu hnh
Qun l cu hnh l cc x l bo m rng ch c nhng thay i c kim sot mi c chp nhn
trong h thng. iu ny rt quan trng trong cc h thng qun l c cht lng (ISO, CMM,
TQM,), v cc thay i (thng lin quan n nhiu cng vic khc nhau, hoc nhiu ngi) phi
c nhn thc (hoc kim sot) t gc ca t chc ch khng phi t mt nhm c nhn. V d,
mt s thay i trn phn mm c thc hin trn my tnh ca ngui s dng (chc nng x l
thay i) s lm cho nhng ngi h tr s dng b lng tng nu h khng bit v thay i ny.
qun l cu hnh, th (1) tt c cc thng s cu hnh h thng (bao gm c version ca chng
trnh, phn quyn s dng v quy trnh khai thc) u phi c ghi vt trong ti liu qun l cu
hnh sau khi h thng c ci t hoc ci tin; v (2) cc yu cu thay i c gii quyt theo quy
trnh ban hnh, hoc theo cch no m t chc c th kim sot c.
5.6 HUN LUYN
Hun luyn ngi s dng l b sung kin thc v k nng cn thit cho h vn hnh, khai thc v
qun l h thng c tt nht. Cc h thng mi thng a ra nhiu chc nng, tin ch m ngi
s dng cn phi sn sng lm vic vi n, nh nhn bit c n lm c g cho h, lm nh th
no v h c t tin lm vic vi n hay cha. Chnh v vy, vic hun luyn c bit cn
thit khi thit lp h thng mi.
Hnh 5.4 Hng dn s dng theo vai tr
Vai tr
1
Vai tr
2
Chc
nng 1
Chc
nng 2
Chc
nng 3
Chc
nng 4
NSD 1 NSD 2
116
C nhiu ni dung hun luyn cn xem xt thc hin, ty theo tnh cht ca h thng v nng lc
ca ngi s dng nh s dng h thng, kin thc c bn v my tnh, kin thc qun l,; mi ni
dung hun luyn c thc hin theo nhiu cch khc nhau nh: hng dn tng ngi (tutorial), t
chc lp tp hun, thc tp trn phn mm dng hun luyn.
5.7 H TR S DNG
Mc d sau khi c hun luyn ngi s dng c th an tm lm vic trn h thng mi, nhng h
c th khng x l c cc tnh hung kh khn, nh c thm cng vic cha tng lm trn my, b
h d liu, qun password, hay my tnh b trc trc; cc tnh hung kh khn ny cn c tr gip
t nhng ngi hiu bit tho g. Nhng tnh hung kh khn ny pht sinh vo bt c lc no ti
bt c ch no trong trong h thng, nn chng c xp vo loi ri ro, v h tr s dng l mt
dng x l ri ro ca t chc. V vy, cc knh h tr s dng c thit lp cho ph hp vi cc tnh
hung kh khn c th xy ra nhiu, hoc gy nguy hi n h thng, v phi lun lun sn sng. Tuy
nhin, vic khc phc kh khn do s c khng phi lc no cng thnh cng, v tn km (v phi
duy tr thng xuyn ngun nhn lc h tr) do phng trnh s tt hn l khc phc s c.
5.8 CI TIN H THNG
Sau khi c trin khai v ng dng, cc t chc thng mong mun ko di thi gian sng ca h
thng bng cch ci tin h thng, bi v thay th h thng s rt tn km. Ci tin h thng l sa
i, b sung mt s chc nng ca h thng cho ph hp vi yu cu cng vic hoc mi trng vn
hnh ca t chc. Vic ci tin h thng c thc hin tun t theo 4 buc:
1. Nhn thc cc yu cu thay i. y l mt cng vic qun l cu hnh ca h thng, v c
thc hin bng c ch gim st, theo di ca cc nh qun l.
2. Phn tch tc dng ca cc thay i i vi h thng. Vic phn tch yu cu thay i da trn
cn nhc gia mc chi ph p ng thay i so vi tm quan trng (li ch) ca chng i
vi t chc, v thng a n cc trng hp c xp theo th t u tin gii quyt nh sau:
Sa li cho h thng (u tin cao nht).
Thay i h thng cho ph hp vi mi trng m h thng hoc t chc ang vn hnh (p
ng cho nhu cu thch nghi).
Ci tin h thng n c kh nng gii quyt thm cc vn s pht sinh trong tng lai
(theo nhn thc ca cc nh qun l).
3. Thit k gii php gii quyt cc yu cu, nh thnh lp d n mi, s dng nhm bo tr sn c,
hoc thu mn cc cng ty khc thc hin.
4. Thc thi gii php thay i cho h thng, trong cc ti liu cu hnh cn phi cp nht li cho
ph hp vi thc t, c bit l cc version/release ca phn mm.
117
5.9 CC YU T THNH CNG CA H THNG CBIS
5.9.1 Hoch nh chnh xc nhng g h thng thng tin qun l cn phi lm n h tr
c lc cho t chc
y l ni bn tm ln nht ca cc nh qun l v h thng thng tin da trn my tnh (CBIS). V
h thng thng tin qun l c hp thnh t 3 lnh vc kin thc: qun l, t chc v cng ngh,
trong khi cc nh qun l t khi bt kp s pht trin ca cng ngh nn h thng b ph thuc
vo s tr gip ca cc chuyn vin CNTT hoch nh cho h thng thng tin: cc nh qun l t
yu cu v h thng thng tin, chuyn vin CNTT tm phng n kh thi cho yu cu.
Tuy nhin s hp tc ny thc s khng hon ho v hai i tng ny c kin thc chuyn mn
khc nhau i vi h thng (hnh 5.5), thng cn tn ti mt khong cch kin thc nht nh gia
hai i tng, khin cho cc hoch nh khng va tm pht trin (qu cao hoc qu thp). Do ,
gim khong cch kin thc gia hai i tng l iu rt cn thit t ra k hoch pht trin mt
h thng thng tin qun l hu dng v kh thi.
5.9.2 H thng cn phi c thit k mm do n c th p ng yu cu thay i.
Di tc ng ca mi trng bn ngoi nh cnh tranh, cc t chc khng bao gi ngng pht trin.
iu ny lm pht sinh nhiu yu cu thay i cn thit trn h thng. Do c tnh lin kt ni ti
phc tp trong h thng thng tin qun l, cc yu cu thay i s kh thc hin c nh mong
mun nu nh h thng khng c thit k sn sng cho cc yu cu ny, l:
(a) Thit k da trn chun, s dng li kin thc v kinh nghim ca th gii tch hp
trong cc phng php, k thut v cng ngh.
(b) S dng cng ngh ph hp vi yu cu, v cng ngh qu mi v qu c u tim n nhiu
ri ro. Cng ngh qu mi thng t c ngi hiu r nn d s dng sai, hoc t bn thn n cn
tim n nhiu li cha pht hin, ngc li cng ngh qu c thng khng cn ph hp nhu cu
v t c h tr t pha nh sn xut.
(c) Ti liu m t h thng cn phi c duy tr cng vi h thng (qun l cu hnh), lm c
s cho cc ci tin & nng cp, gip cho cho nhng ngi tip tc pht trin h thng bit n c
nhng c im g khng cn ph hp vi yu cu hin ti, v cn phi ci tin nhng ch no.
Hnh 5.5 Kin thc ca cc vai tr trong h thng thng tin qun l
Mc hiu bit v CNTT ca
nh qun l cc cp
Mc hiu bit v qun l ca
phn tch &lp trnh vin
"khong cch" kin thc
gia 2 i tng
H
n
g

q
u
n

l
n
g

C
N
T
T

118
5.9.3 Qun l tt cc yu cu v cc thay i bo m cht lng cho h thng.
(a) Cc yu cu phi c tnh thng nht, khng cha mu thun, ti u cc b hoc hiu sai do c
nhiu ngi c nhiu vai tr, quan im khc nhau cng tham gia thit lp yu cu.
(b) Cc yu cu thay i cn phi c kim sot trong sut thi gian pht trin h thng bo
m cho h thng thay i ng nh mong mun.
- Tn sut thay i trn yu cu cng nhiu th cng tng xc sut pht sinh li (Failure rate).
- S tch ly sai st trong cc bc chuyn giao tri thc cng l yu t lm hiu sai yu cu.
5.9.4 H thng phi c chuyn giao trn vn cho vn hnh & khai thc.
Cc h thng thng tin cn phi c chuyn giao vn hnh khai thc to ra gi tr cho t chc.
Tuy nhin, do t chc ch c mt h thng thng tin nn vic chuyn giao ny l s thay th h thng
thng tin c, dn n nhng ngi nhn vin tng lm vic trn h thng c phi thay i nhiu.
Chnh s thay i ny tr thnh ro cn v 2 nguyn nhn:
(a) Ngi s dng ngi kh do cch lm thay i, v phi hc lm trong h thng mi.
(b) T chc lm thay i cng vic tng lm ca ngi s dng, nh chuyn cng tc.
S e ngi ca ngi nhn vin thng dn n s tr hon i vi vic trin khai h thng mi. V
vy, trong chnh sch qun l h thng ca t chc cn quan tm g b bt nhng kh khn ny cho
c pha t chc ln ngi nhn vin.

TM TT NI DUNG
Lp trnh l cng vic to ra chng trnh dng m my bng cch vit ra tp lnh da trn ngn ng
lp trnh v thng dch hoc bin dch thnh m my bng phn mm pht trin ng dng. Lp trnh
l mt cng vic phc tp, do vic lp trnh cn phi c h tr t nhiu cch khc nhau nh
ngn ng lp trnh, cng c pht trin phn mm, cng ngh chun, th vin hm ca h iu hnh.
To c s d liu l ci t cc bng d liu trn CSDL, phn quyn truy xut v nh ngha nhm
ngi s dng cho ph hp vi nhu cu s dng CSDL, ng thi bo m an ton cho d liu.
Ng.s dng
Ng.qun l,
vn hnh
Ng.thit k
Ng.lp trnh
Yu cu da trn
tin ch c nhn
Hng n ti u
v k thut x l
Yu cu da trn
chc nng qun l
Hiu yu cu theo
q.im cng ngh
Yu cu cho h
thng
Hnh 5.6 Yu cu thng khc nhau t nhiu ngi do khc quan im
119
Kim th h thng l tm kim cc sai st (hoc li) trong h thng, trc khi chng gy tai ha cho
t chc trong khi ang khai thc h thng (gy ra hng hc). Kim th khng c gng tm ht cc li,
m thc hin theo nguyn tc kim th trn ton b 5 thnh phn ca h thng (con ngi, quy trnh,
phn mm, phn cng v mng my tnh) nhng vn tp trung ch yu vo kim th phn mm. Vic
kim th c th dng c khi c tnh s li cn li khng vt qu gii hn cho php.
Ci t cho h thng l thit lp mi trng vn hnh cho h thng ngi s dng tip xc c
v khai thc c cc chc nng ca h thng nhng ng thi t chc cng qun l c h thng.
Vic ci t gm c ci t phn mm, thit lp thng s cu hnh ca h thng, thit lp quyn s
dng v lp h s v cc thng s cu hnh.
Chuyn i h thng l cng vic chuyn tt c cc tc nghip (business transactions) ang thc hin
trn h thng c sang khai thc trn h thng mi, bo m rng tt c cc chc nng x l ca t
chc vn c tin hnh m khng b gin on hoc ch tt. Chuyn i h thng phi c thc
hin trn 5 ni dung chuyn i (quy trnh, biu mu, c s d liu, phn mm, thit b) v c phng
php thch hp (trc tip, song hnh, theo giai on hoc thm d).
Lp ti liu cho h thng gm lp ti liu hng dn s dng cho tng vai tr ca ngi s dng
trong h thng, v lp ti liu m t h thng duy tr v pht trin h thng sau ny.
Qun l cu hnh h thng bo m rng ch c nhng thay i c kim sot mi c chp nhn
trong h thng, t chc kim sot c mi thay i ca h thng.
Hun luyn ngi s dng l b sung kin thc v k nng cn thit cho h vn hnh, khai thc v
qun l h thng c tt nht. Ni dung hun luyn v cch hun luyn ty vo yu cu v nng lc
ca ngi c hun luyn.
H tr s dng l bo m cho h thng vt qua cc kh khn trong qu trnh khai thc, nh c
tnh hung kh khn hoc s c xy ra; tuy nhin u t phng trnh tt hn l khc phc.
Ci tin h thng l sa i, b sung mt s chc nng ca h thng cho ph hp vi yu cu cng
vic hoc mi trng vn hnh ca t chc, nhm ko di chu k sng ca h thng.

CU HI N TP
1. Hy cho bit cc loi phn mm chnh. Trong s ny, phn mm no c th thuc vo h thng
thng tin CBIS ?
2. Hy cho bit tnh cht phc tp ca cng vic lp trnh pht sinh t u ?
3. Hy gii thch v sao cn phn quyn s dng trn h qun tr CSDL, v iu c thc hin
nh th no ?
4. Hy cho bit li (sai st) l g v nguyn nhn no pht sinh ra li trong h thng ?
5. Hy cho bit ngha ca vic kim th h thng.
6. Hy cho bit cc nguyn tc chung a n chin lc kim th c hiu qu.
7. Hy m t cc cng vic ci t h thng.
8. Hy cho bit cc ni dung cng vic chuyn i h thng v cc phng php chuyn i co bn
9. Hy cho bit vic lp cc ti liu l nhm mc ch g ?
120
10. Hy so snh cng vic x l s c v cng vic kim li, v a ra nguyn tc chung i ph
vi li cng nh s c.
11. Hy cho bit trnh t ci tin h thng.
12. Hy cho bit cc yu t chnh quyt nh s thnh cng ca h thng thng tin qun l da trn
my tnh (CBIS)

CHN CU TR LI NG
13. Cng vic no sau y khng c thc hin trong giai on trin khai ng dng ?
a) Ci t cu trc cho cc bng d liu trn c s d liu
b) Lp trnh cho phn mm
c) c t yu cu chc nng cho h thng
d) Thit lp h s qun l cu hnh cho h thng
14. Tnh cht phc tp trong cng tc lp trnh xut pht t nguyn nhn
a) S dng kin thc hin ti gii quyt cc yu cu trong tng lai
b) Mang nng tnh sng tc ch khng th sn xut bng quy trnh cng nghip
c) Cng ngh x l thng tin ang thay i rt nhanh
d) C a, b, v c u ng
15. Bn cht ca cng vic kim th l
a) S dng cc k thut bit d tm li
b) nh ngha li, v tm xem n c tn ti trong h thng hay khng
c) Tm hiu ton b h thng ch ra khim khuyt, hoc sai st ca n so vi yu cu
d) C a, b v c u ng
16. Khi h thng va mi c to ra, i tng no cn c kim th nhiu nht
a) Ngi s dng
b) Phn cng, thit b
c) Phn mm ng dng
d) Quy trnh khai thc
17. Pht biu no sau y m t chuyn i thm d (pillot conversion)
a) Ton b h thng c ngng hot ng v h thng mi bt u hot ng
b) Ton b h thng c vn cn hot ng trong khi h thng mi bt u
c) Mt phn ca h thng c c thay th dn bng h thng mi
d) H thng mi c a vo vn hnh mt vi chi nhnh ca t chc

TI LIU THAM KHO

1. Modern System Analysis and Design, Jeffrey A.Hoffer, Joey F.George, Joseph S.Valacich.
Addision Wesley, 2002: Chng 14, 15, 16, 17 v 18.

Chng 6: H thng thng tin qun l chc nng
121
Chng 6:
H THNG THNG TIN QUN L THEO CHC NNG
Trong chng 3, chng ta bit rng vic t chc ra b my qun l l iu khin cc hot ng sn
xut lm vic n nh, c hiu qu cao hn v to ra sn phm tt hn. Cc hot ng x l c bn
ca b my qun l da trn kin thc qun l, kin thc t chc v kin thc cng ngh thng tin
trong , nhn lc l ngun lc chnh thc hin cc cng vic qun l. Trong thi i thng tin v
tri thc hin nay, ngi qun l cn x l mt khi lng thng tin ln ra quyt nh hp l nht,
do gii quyt tnh trng qu ti cho nhng ngi lm cng tc qun l, cng nh ph hp
vi ngun nhn lc c o to chuyn mn t cc trng i hc, cc t chc thng qun l theo
lnh vc chuyn mn nh qun l kinh doanh (tip th bn hng), qun l nhn s, qun l k ton,
qun l sn xut, qun l vn phng, to thnh h thng thng tin qun l theo chc nng. Trong
chng 6, chng ta s tm hiu v h thng thng tin ny.
6.1 H THNG THNG TIN TIP TH BN HNG
Tip th, bn hng l cng vic chnh ca cc t chc kinh doanh, nhm a hng ha, dch v n
ngi tiu dng (khch hng) bng hnh thc mua bn hoc trao i, v qua to ra doanh thu cho
t chc dng trang tri cho cc chi ph trong t chc nh tr lng, mua nguyn vt liu, u t
sn xut, qung co. Bn hng gm cc cng vic tip xc vi khch hng, nhn yu cu t hng,
giao hng, thu tin, v cc dch v hu mi. bn c hng, t chc cn phi tip th: iu tra th
trng, xc nh sn phm tim nng, xc nh khch hng tim nng cho sn phm (nhn bit khch
hng cn g, sn phm v dch v no khch hng mun mua v c th mua), v thc hin cc chin
dch qung co, khuyn mi, khuch trng thng hiu, Tip th v bn hng thc s khng th
tch ri nhau.
Hot ng tip th bn hng c E. Jerome McCarthy khi qut ha bng t Marketing Mix gm 4
nhm hot ng c bn (4 Ps):
1. c t tnh cht ca hng ha hoc dch v lm tha mn mong mun ca khch hng
(Product), k c cc phng thc chm sc khch hng. Product l yu t c bn lm hi
lng khch hng (n to ra nim v cht lng ca sn phm).
2. Xc nh gi bn (Pricing) cho mt sn phm, bao gm c gi khuyn mi. Gi bn khng hn
ch l tin, n c th l nhng th c gi tr trao i vi hng ha c bn. Pricing l yu t
quyt nh gi tr trao i mua bn, a n li / l.
3. Qung co sn phm, ph bin thng hiu, nhn hiu hng ha v khuych trng th phn
(Promotion). Promotion l yu t khng nh s vt tri so vi cc sn phm khc.
4. Thit lp cc knh phn phi hng ho n khch hng, nh cc im bn hng, i l bn l, cc
knh bn hng trc tuyn trn Internet (Place). y l cch m sn phm n c (hay bn cho)
ngi tiu dng.
Nh vy, tip th bn hng l s hoch nh v thc thi cc tng kinh doanh trong vic mua bn
hng ha. Mi hot ng tip th bn hng u lin kt vi nhu cu ca khch hng trong th trng
mc tiu, v sau l c gng lm tha mn cc yu cu tt hn cc i th cnh tranh, bng cch
122
nghin cu th trung, phn tch yu cu v quyt nh cc chnh sch pht trin sn phm/dch v,
nh gi, khuyn mi. i tng quyt nh ni dung ca cc hot ng tip th bn hng l nhng
i tng (4 Ps) thuc mi trng bn ngoi, do thng tin t mi trng n t chc v ngc li
l c s tin hnh cc hot ng tip th bn hng.
H thng thng tin tip th bn hng l mt h thng con ca h thng thng tin qun l; n gip cho
t chc xc nh khch hng cho sn phm, cch pht trin sn phm tha mn cho khch hng,
khuyn mi- bn sn phm, v duy tr quan h vi khch hng.
mc chin lc, h thng s gim st cc xu hng thay i c nh hng n sn phm v c hi
kinh doanh, theo di hnh ng ca cc i th cnh tranh, tr gip ngi qun l hoch nh cc sn
phm/dch v hoc hnh thc bun bn mi.
mc chin thut, h thng h tr cho cc chin dch qung co khuyn mi v quyt nh gi bn,
a ra cc phng n tip cn th trng bng cch phn tch kt qu bn hng v hiu qu ca cc
hot ng bn hng.
mc vn hnh, h thng tr gip thng tin v v tr hoc phng tin lin lc vi nhng khch
hng tim nng, ghi vt cc hot ng bun bn, x l cc n t hng v cung cp thng tin h tr
khch hng.
Internet ngy cng ph bin kt ni tt c mi ngi trn th gii vi chi ph thp hn nhiu so vi
gi tr m n mang n cho ngi s dng qua cc ng dng Web (client-server 3 lp), do thng
mi in t (E-Commerce) thng c s dng hin thc ha chc nng tip th bn hng trn
mng Internet.
6.1.1 Nghin cu th trng
Nghin cu th trng t mc tiu vo vic tm kim thng tin v tri thc m t cc mi quan h
gia ngi tiu dng, sn phm, phng php tip th bn hng, ngun lc thc hin pht hin c
hi kinh doanh, nh gi nng lc ca th trng, v lp k hoch tip th.
Nghin cu th trng thu thp thng tin trn nhiu ch khc nhau nh xu hng kinh t, trnh
cng ngh, cc hng sn xut, chnh sch gi, mng li phn phi sn phm, c im cnh tranh, c
hi pht trin cng nh hnh vi hay thi quen mua hng ca ngi tiu dng. Tin trnh nghin cu
th trng gm 4 bc:
1. nh ngha vn cn nghin cu (nh: ti sao vic bn tp ha trc tuyn li pht trin chm
hn bn sch trc tuyn ?), v mc tiu nghin cu th trng c tnh kh thi v o lng c.
2. Xc nh phung php nghin cu (v d: s dng cch phn tch mu, hay phiu thm d) v k
hoch thu thp d liu.
3. Tin hnh thu thp d liu.
4. Phn tch v tng hp d liu.
Nhng khch hng ging nhau v tui, gii tnh, trnh vn ha, ngh nghip, li sng, th h
cng c th hiu tng t nhau v sn phm v cch tiu dng sn phm; iu ny dn n khi nim
phn khc th trng: phn nhm khch hng da trn mt s c im chung; nghin cu, tip
123
th, qung co v bn hng (4 Ps) cho ph hp. Mt x l quan trng ca vic phn khc th trng
l phn tch mi quan h gia cc c im ca nhm vi c tnh ca sn phm hoc thi quen mua
sn phm. H thng thng tin cn ch ra c nhm khch hng no thch mua hoc s dng sn
phm no, v h khc vi nhng khch hng khng thch sn phm ch no. Bng cch phn tch
cc mu thng k v th hiu ca khch hng i vi tng loi sn phm v th hin chng theo dng
ha, h thng thng tin trn my tnh c th tr gip c lc cho vic ny.
C rt nhiu phng php thu thp d liu v khch hng. V d, bng cch s dng cc phiu
thm d, ngi i din bn hng c th phn tch c nhu cu, s thch, hay cc sn phm m
khch hng u thch. Mt cch nghin cu khc l gi th n khch hng, l nhng ngi c
chn lc t nhng khch hng hin ti, khch hng tim nng hay chn ngu nhin.
Internet l mt cng c mnh c hiu qu cao c dng ph bin trong vic nghin cu hnh vi ca
khch hng hay xc thc thch ca cc khch hng i vi mt vi sn phm mi. Cc doanh
nghip thu ht khch hng ving thm cc trang Web ca h bng cc tin ch lm vui lng khch
hng nh chi game, vui, download phn mm; vi iu kin l h cn tr li vi cu hi trong
phiu thm d trc khi s dng cc tin ch ny; tuy nhin, c khong 40% thng tin tr li khng
chnh xc. trnh vn ny, cc doanh nghip tm hiu khch hng trong khi khch hng ang
quan tm v sn phm hay dch v m h thch bng cch quan st hnh vi ca h thay v t cu
hi trc tip: Nhiu website s dng cc Cookies (mt dng thng s cu hnh cho trnh duyt web
ghi vt cc thao tc ca ngi s dng trn trnh duyt) bit cc thi quen chn la trc khi mua
hng ca khch hng.
6.1.2 D bo nhu cu
D bo nhu cu tp trung vo vic xc nh sn phm mi l g, s lng s c tiu th l bao
nhiu v mc tiu th s din bin nh th no theo thi gian. D bo nhu cu l nn tng
hoch nh v lp k hoch sn xut sn phm. Tt c cc d bo u c sai s, v khng ch sai s
ca d bo cng quan trng nh chnh kt qu d bo.
C rt nhiu phng php d bo khc nhau nh phn tch cht lng (so snh c tnh ca cc sn
phm), phn tch nguyn nhn hu qu, phn tch mu theo thi gian (hi quy, ni suy,) hoc gi
lp, nhng hu ht cc phng php d bo nhu cu u da trn 4 yu t chnh:
1. Mc tiu th. Mc tiu th din t mc tiu th d kin theo thi gian cho mt hoc mt
nhm sn phm. Mc tiu th c th tng, gim hoc gi nguyn ty theo chnh sch gi (khuyn
mi), theo khu vc th trng v theo ma. V d, cc loi qun o m c tiu th nhiu vo
ma ng, trong khi kem chng nng v qun o tm s bn chy trong ma h. Vi nhng
mu d liu qu kh phong ph cho mt sn phm quen thuc vi ngi tiu dng th vic
ng dng m hnh d bo ni suy hoc hi quy tuyn tnh l hon ton kh thi. Tuy nhin, th
trng lun i hi sn phm a dng; cc sn phm mi khng c d liu thng k mc tiu th
trong qu kh cn phi c phng php d bo ph hp hn nh thm d th trng hoc phn
tch chuyn gia (Analytical Hierarchical Process).
2. Kh nng cung cp. Kh nng cung cp c quyt nh bi s lng sn phm c tung ra
trn th trng t cc nh cung cp hoc nh u c. Kh nng ny t l thun vi s lng nh
124
cung cp trn th trng v t l nghch vi thi gian a sn phm ra th trng (time to market).
Nu kh nng cung cp ca mt sn phm cao th tnh cht cnh tranh s cao.
3. c tnh sn phm. Mt sn phm c nh ngha l mt tp hp cc chc nng v c tnh cn
thit i vi ngi tiu dng, do nm bt thng tin th trng bit sn phm c ph hp vi
nhu cu ca ngi tiu dng hay khng l rt cn thit trong kinh doanh. Sn phm c tiu th
nhiu khi cc chc nng v tnh nng ca n lm hi lng ngi tiu dng. Nu mt sn phm
bn chy, doanh thu cao th s c nhiu hng lm ra loi sn phm vi chc nng v tnh nng
tng t hoc tt hn chia s th phn. Nh vy mt sn phm khng th tn ti lu di m
khng ci tin, v tc ng cnh tranh lm cho yu cu ca khch hng i vi sn phm ngy
cng cao. Do , h thng thng tin tip th bn hng cn phn nh chnh xc tnh trng ca sn
phm trong sut chu k sng ca n, bao gm cc giai on:
- Khi sn phm mi ra i, t ngi bit nn s lng bn ra thp.
- Khi sn phm c nhiu ngi bit v nu c u chung, sn phm bn c vi s
lng ln. y l giai on m sn phm to ra doanh thu cao nht.
- Khi sn phm phi ng u vi nhiu cnh tranh (giai on chng ), khi s lng bn
ra b chm li hoc khng tng do th trng bo ha.
- Khi sn phm khng cn c ngi tiu dng ch na, s lng bn ra b gim st r rt.
4. Mi trng cnh tranh. Mi trung cnh tranh th hin nng lc ca mi nh cung cp cng
mt chng loi sn phm trn th trng, c o bng t l th phn gia cc nh cung cp. Xu
hng tng gim mi th phn c th b nh hng (tm thi) bi cc chin dch tip th - bn
hng, do vic d bo mi trng cnh tranh cng cn phn tch cc t khuyn mi v gim
gi ca cc i th cnh tranh.
6.1.3 Thit lp quan h vi khch hng
Khng n gin ch l ngi tiu th sn phm ca doanh nghip, khch hng cn c xem l ngi
cng tc vi doanh nghip; khch hng l mt dng ngun lc quan trng ca doanh nghip. Nu
khng c khch hng, mi hot ng ca doanh nghip tr thnh v ngha v gi tr s dng ca n
(qua sn phm, dch v) khng c tha nhn. V vy cc doanh nghip rt ch trng n vic duy
tr v pht trin mi quan h tt vi khch hng c c ngun lc cng tc lu di. Quan h vi
khch hng c thit lp bng nhiu cch khc nhau nh:
1. Lm tha mn khch hng (Customer satisfaction). Lm tha mn khch hng l tiu ch cht
lng hng u cc t chc c c thnh cng. Nhng khch hng mong mun uc tha
mn nhng g ? Khch hng l ngi quyt nh chi ra mt khon tin mua sn phm (dch v)
cho nhu cu no ca h; h s tha mn nu nh sn phm mua c cho l tt nht trong
phm vi kh nng chi tr v kinh nghim hiu bit ca h v sn phm; hay ni cch khc, ton
b qu trnh mua v s dng u lm cho khch hng hi lng. Qu trnh ny gm c 4 bc
- Tr gip khch hng xc nh nhu cu. Nhu cu xut hin khi khch hng mong mun c sn
phm/dch v m hin ti h cha c hoc cha tha mn. Mc ch ca tip th l gip cho
khc hng nhn thc c s khc bit gia trng thi hin ti v trng thi c tha mn,
125
v thuyt phc khch hng rng sn phm dch v m h mua chc chn lp y c
khong cch gia hai trng thi. iu ny ph thuc vo s hiu bit ca khch hng v mt
sn phm no m h mun mua; c th h l ngi khng am hiu, c hiu bit trung bnh
hoc l chuyn gia v sn phm ang mun c. Do , h thng thng tin cn tr gip hng
dn khch hng tm hiu thng tin v sn phm t tng qut n chi tit cho n khi khch
hng tm c sn phm va nht; i vi khch hng c am hiu v sn phm th h thng
cn cung cp thm phng tin so snh c tnh ca cc sn phm.
- Tr gip khch hng lp phng n mua. Phng n mua gm c cc ni dung nh sn phm
g cn mua, mua t nh cung cp no, gi bao nhiu v mua bng cch no. Cc ni dung ny
c cung cp t cc cng c tm kim, trong ni dung cataloge, qung co khuyn mi v
kt qu so snh gia cc phng n u c nh hng n quyt nh mua hng.
- Tr gip khch hng chn mua sn phm. Khch hng c th t nh gi chn mua sn
phm theo cc tiu ch ring. Mt vi tiu ch c bn m ngi khch hng thng dng l:
Gi ca sn phm. Gi c xem xt v cn nhc nhiu nht, nhng khng phi lc no cng
vy; khch hng c th tr nhiu hn cho cc sn phm, dch v c th m h cn.
Dch v c nhn. Khi khch hng c quan tm chm sc ring s lm h hi lng hn.
Tin nghi khi mua hng. Khch hng thng tm cch thun tin nht mua hng, nh
thanh ton bng th, t hng qua mng,.. tit kim thi gian v chi ph.
Dch v hu mi. Cc dch v bo hnh hoc sa cha s lm cho khch hng yn tm hn
v sn phm.
- Tr gip khch hng s dng sn phm. Qu trnh s dng sn phm khng nh mc hi
lng ca khch hng. Trong sut qu trnh ny, doanh nghip cn phi c chnh sch chm
sc khch hng nh h tr, bo hnh, tr li cc thc mc thng gp (FAQs). Cc thng tin
h tr cho khch hng thng c thc hin bng 2 k thut:
y (push). Thng tin cn thit v sn phm, dch v c doanh nghip ch ng mang n
cho khch hng theo danh sch m doanh nghip c, qua hnh thc gi th thng bo, hoc
gi khuyn ngh cn thit v cc thay i ca sn phm c lin quan n cch s dng c th
ca khch hng.
Ko (pull). Thng tin v sn phm c cung cp qua cc knh thng tin ph bin nh
website, s in thoi t vn, truyn hnh, bo ch bt k ngi no quan tm n sn phm
u c th tm c thng tin trn cc knh ny. Cc thng tin ny mang tnh cht tr gip
chung cho tt c cc khch hng v khng c s chn lc i tng nhn.
2. Lm cho khch hng trung thnh vi doanh nghip (Customer loyalty). Lng trung thnh
ca khch hng l mc gn b ca mt khch hng i vi mt nh cung cp hoc mt thng
hiu. Cc khch hng c tnh trung thnh thng c quan im ring v sn phm s mua, mua t
ai, v sau khi chn c nh cung cp sn phm va , h t khi thay i quan im nu doanh
nghip v sn phm dch v khng lm h bc mnh. Bng cch duy tr lng trung thnh ca
khch hng, doanh nghip c th gia tng li nhun bi v khch hng s mua nhiu hn trong
thi gian di. Lng trung thnh ca khch hng lm v tr ca doanh nghip cao thm trn th
126
trng, v cc khch hng trung thnh c xu hng trnh xa i th cnh tranh, v cng t ch
so snh gi c. Hn na, lng trung thnh cn lm gim ng k chi ph ca doanh nghip theo
nhiu cch: chi ph qung co tip th thu ht khch hng mi, chi ph giao dch (cc cuc m
phn d dng hn, v x l n t hng nhanh chng hn v quen thuc), chi ph bi thng
(hoc thu hi sn phm h), v cng t b khiu ni.
3. To ra nim tin cho khch hng. Nim tin l trng thi tm l th hin s tin cy ca khch
hng i vi doanh nghip m h mun tip tc thc hin cc giao dch. a s cc sn phm ch
xem c v bn ngoi trc khi mua, ging nh li ha v cht lng sn phm, nhng th
khng th to ra nim tin cho khch hng. Nim tin rt cn c to ra gia ngi mua v ngi
bn bng cch thc hin ng nhng g c cam kt, ng thi thng tin r rng, chnh xc
v y v nhng ni dung mua bn v h tr s dng.
4. Tr gip c nhn ha sn phm (personalization). Nim tin ca khch hng vo sn phm xut
pht t s hi lng ca mi ngi v cht lng ca sn phm. iu ny lm cho cc nh sn
xut mun ci tin sn phm ngy cng ph hp vi tng nhm khch hng; mi nhm s c
cung cp mt loi sn phm c th theo phng chm i x khc nhau vi nhng khch hng
khc nhau. Quan im ny a n khi nim c nhn ha sn phm (personalization), v mt
thc t l 2 ngi s c 2 thch khng th ging nhau hon ton; khch hng lun lun mun
doanh nghip nhn thc r iu v th hin n trong cc sn phm m doanh nghip cung cp.
C nhn ha sn phm l khi nim v vic ghp sn phm, dch v vi s thch ca khch hng
c nhn, da trn nhng g m doanh nghip bit c v khch hng trong h s khch hng
(customer profile).
Website ca nh sch Amazon.com l mt v d in hnh v c nhn ha bng cch s dng
cookies: khi c gi xem qua mt vi cun sch th trang web gii thiu sch ca Amazon.com s
thay i, n s ch gii thiu nhng cun sch c ch hoc ni dung tng t vi nhng cun
sch c c ( nhp chut vo ).
6.1.4 Thit lp cc knh bn hng
Cc t chc c th m rng knh bn hng qua trung gian cc nh phn phi, i l, v ngi bn l.
Nh vy, duy tr c cc mi quan h ny, t chc cn thit lp h thng t hng h tr cho cc
knh phn phi, chnh sch gi ph hp sao cho c t chc ln ngi bn li u hi lng, v chnh
sch chm sc khch hng.
1. H thng t hng (ordering system). Nu doanh nghip c nhiu i l bn li th khch hng
cng thun tin trong vic mua hng, v gim c ng k chi ph v thi gian giao hng. Vi
danh sch a im giao dch ca cc i l phn phi c tp trung trn trang web chnh ca
doanh nghip, khch hng rt d tm c i l bn hng gn nht. Bng cch t hng qua
mng Internet, cc n t hng c chuyn n ni ph trch bn hng mt cch nhanh chng
v t sai st, lm gim rt nhiu thi gian x l nhn cng, ngi bn hng tp trung nhiu hn
vo vic bn hng. Cc trang web ny cn lin kt vi h thng qun l kho cho bit hng cn
hay ht. Hn na, khi t mua hng trc tuyn, khch hng c th chn phng n t hng tt
nht bng cch so snh cc sn phm tng t, tnh trc gi thnh v chi ph vn chuyn, bit
127
trc thi im nhn hng. iu ny lm cho khch hng hon ton yn tm v quyt nh mua
hng ca mnh.
2. nh gi bn. Mng Internet gip cho khch hng nhiu c hi chn mua hng vi gi hp l,
nh u gi (auction), t gi (bidding), tr gi (bargaining), a n xu hng nh gi sn
phm theo gi m ngi tiu dng chp nhn tr. Nh vy vic nh gi bn cho hng ha tr
thnh vic xc nh gi tr ca sn phm i vi ngi tiu dng; n khng ph thuc vo chi ph
lm ra sn phm hay cc knh phn phi.
3. Cc dch v cho khch hng, v d:
Gip khch hng t hng. Dell Computer gip khch hng thit k my tnh ring cho va , v
Dell s sn xut my tnh theo mu yu cu ny.
Gip khch hng theo di trng thi x l n t hng. Khi khch hng t mua hng ca
Amazon.com, website ny s cho bit ngy s giao hng, gi th thng bo nhc, v khi nhn
hng xong, khch hng s nhn c th xc nhn.
6.1.5 Qung co sn phm v thng hiu
Qung co l s qung b thng tin v sn phm hoc thng hiu (brand) tng s lng giao dch
mua bn sn phm. Nhiu knh qung co c p dng nh truyn hnh, cnh bum tip th,
bng qung co, ... Cc loi hnh ny v ang ph bin n ngy nay. Tuy nhin mt hn ch ca
qung co ny l chng ch mang mt khi lng thng tin nht nh i (mt chiu) n nhiu ngi
nhn vn c nhiu thi khc nhau v ni dung c qung co. Mc ch ca qung co l mang
ni dung qung co (khng tha, khng thiu) n ng i tng nhn mt cch hiu qu nht. Do
, xu hng qung co c chuyn dch dn sang qung co c tnh cht tng tc trn mng
Internet bng cc hnh thc sau:
S dng mailing-list. Vic s dng E-mail gi mt vi ni dung (va thng tin, va qung co)
m khch hng quan tm v ng k a ch th ca h trong mailing list c th lm tng c hiu
qu qung co vi chi ph thp. So vi qung co trn truyn hnh, phng php ny cung cp c
nhiu thng tin hn do bc th c th lin kt n website c cha ni dung m khch hng quan
tm. Tuy nhin, n c th lm cho ngi nhn kh chu v c nhiu qung co m h khng mun
nhn, cng nh danh sch mailing list b gii hn trong s cc khch hng bit.
S dng banner qung co. Banner l mt nh nh (khng tn nhiu din tch) din t ngn gn ni
dung qung co bng hnh nh hoc ch, c gn trong trang web, khi n c chn (click) th
trnh duyt Web s chuyn n trang web c cha ni dung y hn v banner. Mt banner c th
gn trn nhiu trang web v website khc nhau cho nhiu ngi bit.
ng k cc links trn cc trang web tm kim ni ting (nh Google, Yahoo!). Cc trang web ny
nhn ni dung tm kim (t kha) ca ngi s dng v tr v danh sch cc trang web c cha ni
dung cn tm, trong c cc links ng k nu nh ni dung tm kim ca ngi s dng c lin
quan n ni dung qung co. V cc trang web tm kim c kh nhiu ngi s dng, do s
lng ngi c th tip cn vi qung co rt ln, v ni dung qung co cng ph hp vi nhng g
m ngi s dng ang quan tm.
128
6.2 H THNG THNG TIN QUN L SN XUT
Sn xut l hot ng bin nguyn vt liu, tr tu v nng lng thnh sn phm cung cp cho th
trng. y l mt dy chuyn gm nhiu cng on, m sau mi cng on gi tr s dng c
cng thm cho sn phm. thit lp c dy chuyn sn xut, cc t chc cn phi thc hin nhiu
vic khc nhau, l u t cho c s h tng, hoch nh sn phm, mua nguyn vt liu, qun l
kho, sn xut, v phn phi. Tt c cc vic ny u tn chi ph v thi gian thc hin. Nu chin
lc ca t chc l to ra sn phm ph thng v cnh tranh da trn gi c, dy chuyn sn xut
c ti u ha v chi ph. Nu chin lc ca t chc l phc v cho th trng khu vc v cnh
tranh trn dch v v tin nghi cho khch hng, dy chuyn sn xut c ti u ha v thi gian p
ng. Mt cch tng qut, dy chuyn sn xut bao gm 4 nhm hot ng c bn nh sau:
1. Mua sm. Hot ng ny nhm tm kim v mua nguyn vt liu v thit b cn thit lm ra
sn phm. Mi loi sn phm lm ra u cn mt s lng nguyn vt liu hay bn thnh phm
no c th ang cn tn kho hay cn phi nhp thm trc khi sn xut, do s lng v
chng loi nguyn vt liu cn mua ph thuc vo 2 yu t: yu cu lm sn phm, v mc tn
kho. Vic mua sm thng km theo cc hot ng t hng, thanh ton tin, kim k v kim tra
cht lng ca cc loi nguyn vt liu v thit b trc khi nhp kho.
2. Lu tr. Mc ch chnh ca lu tr l d tr trc ngun nguyn liu trong iu kin khng
chc chn v mc s dng chng trong chui dy chuyn sn xut, nhm lm cho dy chuyn
sn xut lun lun c nguyn liu sn xut. Tuy mc d tr cng nhiu th dy chuyn
cng n nh, nhng chi ph lu tr (tn kho) s cao. Do , hot ng ny ch yu l hoch nh
v duy tr mc d tr nguyn liu hp l (ti u) cho tng cng on sn xut nh s lng,
khi lng, chng loi nguyn liu cn d tr hoc mua thm l bao nhiu.
3. Sn xut. Sn xut l hot ng c bn bin i nguyn liu thnh sn phm cung cp cho th
trng, n bao gm thit k sn phm v lp k hoch sn xut sn phm da trn vic xem xt
nng sut, ngun lc, cht lng sn phm v trang thit b dng sn xut. cho sn phm
bn c trn th trng th c tnh ca n phi vt tri hn cc i th cnh tranh; sn phm
cng c nhiu u im ni bt th chi ph lm ra n cng tng theo, c bit l chi ph thit k v
sn xut ban u (giai on hnh thnh sn phm mi). Vn chnh ca cc h thng thng tin
qun l sn xut l cn i gia c tnh ca sn phm v hiu qu lm ra sn phm ; tc l lm
sao c c sn phm c cht lng v s lng tha mn th trng nhng vi thi gian v chi
ph chp nhn c.
4. Phn phi. tn dng li th cnh tranh t cc i tc c nng lc, cc t chc thng nhp
hoc xut hng vi nhiu i tc khc nhau trn phm vi rng: t ni mua nguyn liu n ni
lu tr, t kho lu tr n ni sn xut, v t ni sn xut n ni bn hng; do vic chuyn
ch tr thnh vn cn phi ti u v thi gian v chi ph; Nu chuyn ch bng xe ti hoc
my bay th chi ph cao nhng nhanh, ngc li nu chuyn ch bng tu thy th gi thnh h
nhng chm.
Vi h thng thng tin qun l sn xut tt, ngi qun l c th quyt nh phng php sn xut ti
u nht, ni no dng lm kho lu tr hp l nht v gii php vn chuyn hng tt nht.
129
mc chin lc, h thng tr gip xc nh k hoch sn xut di hn, ni t mt bng sn xut
hoc khi no th nn u t vo cng ngh sn xut mi.
mc chin thut, h thng phn tch v theo di ngun ti nguyn v chi ph cho sn xut. Chuyn
vin t vn s thit k cc tin trnh sn xut.
mc vn hnh, h thng tr gip thng bo tnh trng cng vic trn dy chuyn sn xut.
Mt cch tng qut, h thng thng tin qun l sn xut gm cc chc nng qun l c bn nh sau:
6.2.1 Mua sm vt t nguyn liu
Thng thng, chc nng mua sm vt t nguyn liu ch tp trung vo gi mua lm gim chi ph.
Tuy nhin c c vt t nguyn liu y v u n trong thi gian di, chc nng mua sm
gm nhiu cng vic a dng gm 5 loi sau:
1. Mua vt t nguyn liu. C hai loi hng ha m t chc cn mua: nguyn vt liu chin lc
dng sn xut ra sn phm, v cc loi ph kin hoc trang thit b c s dng trong cc
hot ng sn xut, bo tr, sa cha v vn hnh. Qu trnh mua sm cho cc loi vt t nguyn
liu ny hon ton ging nhau, bao gm quyt nh mua sm, pht hnh n t hng, lin h vi
nh cung cp t hng. Ni dung mua sm bao gm nhiu mc nh chng loi hng, s lng,
gi, ngy chuyn giao, a ch giao hng, a ch gi ha n thanh ton, v cc khon tin tr.
y l nhng loi d liu quan trng m t chi tit cho qu trnh mua sm m h thng thng tin
cn phn nh y , chnh xc v kp thi bng knh thng tin hnh thc.
2. Qun l mc tiu dng vt t nguyn liu. Vic mua sm thm vt t nguyn liu cho t chc
ch c ngha khi t chc thc s cn mua mi hoc mua thm vt t nguyn liu, trnh lng
ph hoc tit kim qu mc cn thit. Do , h thng thng tin cn tr gip gim st v pht hin
ra mc tiu th bt bnh thng (qu cao hoc qu thp so vi nhu cu) trong tng cng on sn
xut v tng b phn, tm nguyn nhn gii quyt trc khi a ra quyt nh mua thm.
3. Chn nh cung cp. Hu ht cc hot ng mua sm u phc v cho k hoch sn xut ngn v
di hn ca t chc. Do , ngoi chnh sch gi, nng lc cung cp hng ca cc nh cung cp
cng l vn m t chc cn quan tm, c th hin cht lng hng ha, cht lng dch
v, kh nng giao hng ng hn, v mc h tr k thut. V vy, h thng thng tin cn c
kh nng tm kim v so snh gia cc nh cung cp chn ra nhng nh cung cp ph hp nht
gip cho ngi qun l t vn hp tc lu di vi h.
4. m phn. Khi cc yu cu mua sm c th pht sinh, hp ng mua bn vi nh cung cp cn
phi qua m phn t chc t c cc tha thun hp l v gi c, cht lng sn phm v
dch v nh mong i. Ngoi ra, cc nh cung cp cn cung cp thm cc phng tin h tr qu
trnh thc hin hp ng mua bn nh lin h qua h thng thng tin in t (fax, email,
website), gi thng bo v cc t chuyn hng, gi ha n v chp nhn thanh ton tin in
t. Cc iu khon tha thun cn km theo cc tiu chun nh gi lin quan n vic x pht
nu chng b vi phm. Do tnh cht quan trng v phng din php l ca cc iu khon tha
thun, h thng thng tin cn phi lu vt y chi tit ca cc iu khon c tha thun
gia cc bn lm c s cho qu trnh thc hin hp ng.
130
5. Thc thi hp ng. Khi hp ng c k kt gia cc bn, cc iu khan trn hp ng
phi c thc hin ng. Nu cc iu khon khng c thc hin ng, cc hot ng sn
xut lin quan ca t chc s b nh hng nng, do h thng thng tin cn theo di sut qu
trnh thc hin hp ng phng nga ri ro hoc iu chnh cc iu khon kp thi.
6.2.2 Qun l kho
Mc tiu ca qun l kho l gim ti a chi ph trong khi vn duy tr c mc vt t tn kho
p ng yu cu s dng nguyn vt liu. Duy tr mc tn kho hp l s trnh c tnh trng
ngng sn xut v thiu nguyn liu hoc mt doanh thu v thiu thnh phm bn. Mc tn kho
ph thuc vo s lng v s ln nhp v xut vt t nguyn liu. Nu nhp hng nhiu ln vi s
lng t th t chc s tn chi ph t hng nhng mc tn kho t; ngc li mc tn kho cao s pht
sinh chi ph tn kho cao (do tn chi ph cho mt bng, vt t gim gi hoc h hng).
C hai phng php qun l mc tn kho:
1. Xc nh mc tn kho an ton l mc
tn kho ti thiu tha mn nhu cu s
dng vt t trong khong thi gian gia
hai ln t hng. Phng php ny lm
gim s ln t hng vi s lng t.
2. Xc nh mc t hng kinh t
(Economic Order Quantity hay EOQ) l
mc t hng c chi ph ti u nht, l
im cn bng gia chi ph lu kho v
chi ph t hng (hnh 6.1).

Hu ht cc h thng sn xut u c h thng qun l kho. Hot ng nghip v c bn ca vic
qun l kho c v d minh ha trong chng 3 (h thng qun l kho ca nh hng Hoosie Burger).
S lng tiu dng hoc nhp kho ca mi nguyn vt liu c h thng theo di t tnh c
s lng tn kho v bit khi no cn mua thm.
6.2.3 nh ngha sn phm theo th trng
nh ngha sn phm theo th trng l xc nh cc c tnh ca sn phm da trn mong mun ca
ngi tiu dng. y l vn m tt c cc t chc kinh doanh u mong mun sn phm bn
c. thc hin c vic ny, cc h thng thng tin cn cung cp phng tin khch hng c
th t ra yu cu v sn phm m h mong mun. My tnh v mng Internet l phng tin c p
dng kh ph bin hin nay.
6.2.4 Thit k sn phm
Nhn t quan im thit k, sn phm l mt cu trc nhiu thnh phn lin kt vi nhau, mi thnh
phn (m-un) l mt b phn gi mt vai tr no cho sn phm. Theo xu hng cng nghip ha,
Lng hng mua
Chi ph t hng
Chi ph lu kho
Tng chi ph
EOQ
C
h
i

p
h

Hnh 6.1 im t hng ti u trong EOQ
131
mi thnh phn ca sn phm ngy cng c chun ha v c nhiu nh sn xut cung cp vi gi
cnh tranh, do vic thit k sn phm ngy nay c xu hng lp rp t cc m-un c chun
ha. iu ny gip cho t chc gim nhiu chi ph v cc nguyn nhn:
1. M-un c chun ha c th mua t nhiu nh cung cp vi gi r, cht lng tt, v d mua
nn vic sn xut khng b ch tc do thiu vt t, nguyn liu.
2. Mt loi m-un nhp v kho cn c dng lp rp cho nhiu sn phm khc nhau, do k
hoch d tr cc m-un ny t ph thuc vo chu k sng ca mt sn phm.
3. Vic thit k theo cch lp rp cc mdun s gim rt nhiu chi ph lm li (rework), sa li (bug
fix) v ci tin. Mi sn phm c bn trn th trng thng km theo cc iu khon bo
hnh, sa cha; vic thit k m-un ha lm cho sn phm tr nn mm do, d thay th khi h
hng v do lm gim chi ph h tr hu mi cho sn phm.
4. Chu k sng ca sn phm c rt ngn; t khi c tng thit k mi n khi c sn phm
thc t khng lu. iu ny lm tng kh nng p ng cho nhu cu a dng ha hoc c nhn
ha sn phm.
V nhng l do ny, qun l vic thit k sn phm s gm cc cng vic phn tch nhn nh chnh
xc xu hng chun ho cc sn phm v cng ngh, phn tch kh nng s dng cc m-un chun
ha ang bn trn th trng cho tng sn phm, nh hng thit k sn phm theo cc cng ngh
chun, v qun l cc dng sn phm v phin bn sn phm.
6.2.5 Lp k hoch sn xut
K hoch sn xut l k hoch cp pht ngun lc c sn (cng c, nhn lc v my) cho cc cng
vic cn thc hin, s dng ngun lc mt cch hiu qu nht. Mt cng vic ch c th bt u
tin hnh khi cc iu kin cn thit thc hin cng vic c tha mn. Hu ht cc cng
vic sn xut trn dy chuyn u ph thuc vo nhau; cng vic sau ph thuc vo kt qu lm ra
ca mt hoc nhiu cng vic trc , v cc cng vic u cng chia s ngun lc hu hn ca t
chc nh my, nhn cng v nguyn vt liu hin c. Do , cc cng vic cn thc hin phi c
sp xp thc hin theo trnh t hp l trnh hin tng ch tc do cha iu kin thc thi. Ni
dung chnh ca vic lp k hoch sn xut l c lng mc ngun lc v thi gian cn thit
thc hin tt c cc cng vic c yu cu, bao gm:
1. Hoch nh chng loi ngun lc ph hp cho tng cng vic cn thc hin, v d phn nh cng
vic no thc hin nhn cng, cng vic no thc hin bng my hoc cng vic no cn gia cng
bn ngoi (out-sourcing).
2. Xc nh cc iu kin cn thit cng vic c th tin hnh c. y l nhng ph thuc,
rng buc ca cng vic trong mi trng thc hin, chng hn nh kt qu ca cc cng vic
trc , hoc cc tiu chun, quy tc qun l cho tng cng vic.
3. c tnh thi gian s dng ngun lc cho cng vic, v thit lp trnh t thc hin cho cc cng
vic da trn ngun lc v cc rng buc.
4. Ti u lch thc hin theo thi gian v chi ph, ng thi thit lp cc mc nh gi v cc k
hoch d phng trong tnh hung tr tin hoc ri ro.
132
Mt phng php lp k hoch thc hin cng vic ph bin l PERT (Program Evaluation and
Review Technique). N cho bit cc cng vic cn phi c thc hin trong thi gian bao lu, v
nhng cng vic no khng c php tr tin (khng c thi gian th gin hoc sa sai). T lc
PERT AON (Action On Node), lc Gantt v hnh ti nguyn c dng din t chi
tit lin kt gia cng vic, thi gian v ngun lc v phn tch cch s dng ngun lc cho cng vic
(mc hiu qu, tnh cht ri ro do cng lm vic cao, hoc phn b cc loi ngun lc cho
cng vic..)
6.2.6 Qun l cht lng
Cht lng trong h thng sn xut bao gm hai loi: cht lng ca sn phm v cht lng ca cc
tin trnh thc hin. Cht lng sn phm th hin trn cc c tnh c hu ca sn phm c o
theo cc tiu chun cht lng cho sn phm c t chc cam kt vi ngi tiu dng. Cht
lng ca cc tin trnh c nh gi da trn thi gian thc hin, mc tiu tn ngun lc v
mc hon thin ca kt qu so vi nhng ch tiu v thi gian, kinh ph, kt qu c hoch
nh cho cng vic. C hai loi tiu chun cht lng u cn phi uc ph bin trc khi thc hin,
gim st trong sut qu trnh thc hin v nh gi sau khi thc hin a ra cc bin php sa sai
khi cht lng thc t thp hn mc yu cu. Do , h thng thng tin tr gip qun l cht lng l
h thng hot ng song hnh vi cc tin trnh sn xut v c 3 chc nng c bn l hoch nh cht
lng, kim sot cht lung v ci tin cht lng.
6.3 H THNG THNG TIN QUN L NGUN NHN LC
Nhn lc l ngun lc quan trng nht ca t chc, v con ngui tham gia vo hai hot ng c bn
ca t chc: va l ngun lc trc tip thc hin cc cng vic khng th t ng ho (x l s c,
chm sc khch hng, li xe, bo v,), va l ngun lc tri thc c vai tr iu khin cc loi
ngun lc khc (vn hnh my, lp trnh, hoch nh cng vic,). Hn na, nhu cu tn ti v pht
trin trong mi trng cnh tranh i hi t chc doanh nghip phi c ngun nhn lc mnh
gii quyt cc bi ton phc tp nh tm kim cc li th cnh tranh hoc tng hiu qu kinh doanh.
Khng ging vi cng c hoc phng php, ngun nhn lc c cc c im ring nh sau:
1. Quan h gia ngi lao ng (ngi bn sc lao ng) v ngi s dng lao ng (ngi mua
sc lao ng) l quan h hp tc cho cc mc ch chung. Ngi nhn vin trong t chc va l
khch th chu s phn cng cng vic ca ngi s dng lao ng, va l ch th quyt nh
mc n lc c nhn cho cng vic c phn cng, do , kt qu s dng lao ng ph thuc
rt nhiu vo mi quan h hp tc gia hai i tng ny.
2. Nhn lc l ngun lc c th tng trng. Mc d sc khe ca ngi nhn vin c th b gim
st nhng kin thc, kinh nghim, k nng ca h s c tng dn theo thm nin, v y l
nhng yu t quan trng nht quyt nh nng lc c nhn trong nn kinh t tri thc hin nay.
3. Hiu qu s dng ngun nhn lc ph thuc vo s kt hp hi ha gia nhu cu c nhn v yu
cu ca t chc. Vic thit lp mi trng lao ng hp l (b tr cng vic ph hp vi nguyn
vng c nhn, thc thi cc chnh sch cng bng, hoc ci thin i sng tinh thn v vt cht cho
mi c nhn) l yu cu tt yu lm cho ngi nhn vin yn tm pht huy s trng phc v
cho cc mc tiu ca t chc.
133
H thng qun l ngun nhn lc lin quan n tt c cc vn thuc v quyn li, trch nhim ca
nhn vin nhm t c hiu qu cao cho c t chc ln nhn vin. Nhng hot ng qun l ny rt
a dng, phong ph v khc bit nhau ty theo c im c cu t chc, cng ngh, nhn lc, ti
chnh v trnh pht trin cc t chc. Mt cch tng qut, qun l ngun nhn lc bao gm:
6.3.1 Hoch nh ngun nhn lc
Hoch nh ngun lc gip cho t chc xc nh c l trnh pht trin ngun nhn lc ph hp vi
yu cu cng tc ca t chc, ng ngi ng vic vo ng thi im cn thit, v linh hot ng
ph vi nhng thay i trong mi trng. Tuy nhin hoch nh ngun nhn lc khng ch l d bo
v tuyn s lng ngi cho t chc, m l qu trnh nghin cu xc nh nhu cu nhn lc, a
ra cc chnh sch v thc hin cc chng trnh hnh ng bo m cho doanh nghip c ngun
nhn lc vi cc phm cht k nng ph hp thc hin cng vic c nng sut, cht lng v hiu
qu cao. Thng thng, hoch nh ngun nhn lc gn vi chin lc pht trin ca t chc v c
thc hin qua cc bc sau:
1. Phn tch mi trng kinh doanh xc nh mc tiu v chin lc pht trin chung ca t chc.
2. Phn tch hin trng ngun nhn lc tm ra im yu, im mnh, kh khn v thun li trong
vic s dng ngun nhn lc ln cch thit lp v duy tr ngun nhn lc.
3. D bo nhu cu ngun nhn lc. Nhu cu ngun nhn lc c d bo da trn d bo khi
lng cng vic hon thnh cc mc tiu hoch nh, kh nng thay i cng ngh, t chc
hnh chnh, c cu ngnh ngh.
4. Phn tch quan h cung - cu v ngun nhn lc, kh nng iu chnh ngun nhn lc cho nhu cu
v ra cc chnh sch, k hoch, chng trnh hnh ng. Da trn hin trng v ngun nhn
lc hin ti v kt qu d bo nhu cu v ngun nhn lc tng lai, t chc c th a ra cc k
hoch, chng trnh hnh ng pht trin ngun nhn lc cho ph hp nh tuyn dng mi
hoc o to v ti b tr li cng vic.
5. Thc hin v nh gi cc k hoch v chng trnh hnh ng.
6.3.2 S dng lao ng
Tuyn dng. Tuyn dng l bc u tin trong qu trnh thu ht ngun nhn lc t x hi. Khc vi
bt hoc b nhim, cc hnh thc tuyn dng u cng khai, c tiu chun r rng cho tt c cc
ng c vin, v qua qu trnh xem xt la chn da trn cc ngun thng tin sau:
1. H s tuyn dng, gm cc ni dung l lch c nhn, cc loi bng cp, chng ch chuyn mn, v
n xin tuyn dng th hin s cam kt, nng lc v nguyn vng ca ngi xin vic i vi v tr
cng tc ang tuyn dng.
2. Kt qu phng vn. Phng vn l tm hiu ng c vin mt cc trc tip trn nhiu phng
din nh kinh nghim, trnh chuyn mn, tnh cch, thi trong giao tip, l nhng phm
cht c nhn c nh hng ln trong t chc.
3. Kt qu xc minh, iu tra v h s v khm sc khe, lm sng t thm nhng iu cha r
v ng vin
134
Cht lng ca qu trnh tuyn dng ph thuc vo cch tin hnh xem xt v la chn ng vin. Cc
t chc thng xem xt ng thi trn c hai kha cnh: (1) Cc ng vin c th lm c g cho t
chc, da trn kin thc, k nng, nng khiu; v (2) Cc ng vin s lm vic nh th no trong t
chc, da trn s thch, tnh tnh, ng c lm vic.
B tr cng tc. B tr cng tc l qu trnh s dng lao ng chnh ca t chc. Vic phn cng
cng vic lin quan trc tip n cc iu khon k kt trn hp ng lao ng v cc chnh sch lao
ng nh lng, thng, k lut; do , cc ni dung phn cng cng vic cn phi c chuyn ti
trn knh thng tin hnh thc (c tnh kim sot) trc khi tin hnh cng vic, v phi ph hp vi
iu kin mi trng lm vic thc t trong t chc, nh c trang thit b h tr lm vic, c hng
dn cn thit cho cng vic v c yu cu chi tit i vi tng cng vic.
nh gi kt qu cng tc. nh gi kt qu cng tc l cch ci tin cht lng thc hin cng
vic trong t chc, n c nhiu mc ch khc nhau nh:
1. Cung cp thng tin phn hi cho ngi nhn vin bit mc hon thnh cng vic so vi cc
yu cu ca cng vic,
2. Gip cho t chc v ngi nhn vin t iu chnh khim khuyt trong cng vic,
3. Cung cp thng tin lm c s cho vic o to, ti b tr cng vic,
4. Khen thng ngi nhn vin; hoc ng vin ngi nhn vin gip h khc phc khuyt im,
5. Nhn nh chnh xc cht lng ca cng tc qun l ngun nhn lc, nh tuyn dng, o to,
tr lng, v chnh sch i ng i vi ngi lao ng.
Vic nh gi kt qu cng tc c th c thc hin bng nhiu cch khc nhau, nhng cc phng
php nh gi da trn 3 nguyn tc:
1. Tiu chun nh gi cn phi d hiu, c th, hp l (ph hp vi hp ng lao ng, v tha c
lao ng tp th), v o lng c.
2. Phng thc nh gi cn phi c ph bin cng khai trc khi thc hin cc cng vic s
nh gi, v c chp nhn trong t chc.
3. Vic nh gi phi cng bng, khch quan, v trung thc.
Kt qu ca vic nh gi cng vic l mt ni dung quan trng trong h s qu trnh cng tc ca
nhn vin (employee profile); h s ny l c s gip cho t chc hiu bit r hn v tng ngi
nhn vin (gm qu trnh pht trin nng lc c nhn, c tnh, thi v mc hp tc trong t
chc,) v qua thit lp c nhng chng trnh hnh ng ph hp nh o to, b nhim hay
chuyn cng tc.
6.3.3 nh hng pht trin ngh nghip
Nghin cu nh hng v pht trin ngh nghip gip cho ngi nhn vin pht hin ra nng khiu
ngh nghip chn la ngh nghip ph hp v c k hoch o to, rn luyn chun b cho
tng lai. S thnh cng trong ngh nghip th hin bng s tha mn c nhn i vi mc tiu ngh
nghip, ng thi to ra s ng gp tt nht cho t chc. i vi t chc, vic nghin cu nh
hng ngh nghip cho nhn vin s gip cho t chc tuyn chn c nhn vin c nng khiu ph
135
hp vi cng vic, khuyn khch nhn vin thc hin cng vic tt hn, v gip h pht trin cc k
nng thng tin.
Vic nh hng ngh nghip trong t chc da trn nhu cu ca cng vic nh ngha ra cc vai
tr v tr cng tc trong t chc . Cc v tr cng tc thng c lin quan vi nhau v yu cu i
vi nng lc cn thit ca ngi nhn vin, v hnh thnh ra cc con ng thng tin ngh nghip
trong t chc (career-paths): Mt nhn vin c th m nhn v tr cng tc mi quan trng hn
trong career-paths vi iu kin nhn vin c b sung cc kin thc k nng cn thiu cho v tr
cng tc mi. Do , vic nh hng ngh nghip gn lin vi nhu cu o to trong t chc.
Trong nn kinh t tri thc hin nay, o to l nhu cu ca c t chc ln c nhn trong t thc. Nhu
cu o to tng nhanh cng vi s pht trn ca khoa hc qun l, cng ngh, hp tc v cnh tranh
ton cu. Bn cnh nhu cu thng tn ca mi c nhn, nhng ngi nhn vin c kin thc hiu bit
tt, c k nng thc hnh gii v kinh nghim thc t cao l ngun nhn lc quan trng gip cho t
chc hon thnh c cc mc tiu k hoch t ra, ng thi gip cho t chc xc nh c
hng pht trin ng n. Ging nh nh hng ngh nghip cho nhn vin, o to cng l mt
qu trnh cn phi c qun l bng h s trong sut qu trnh cng tc. Da trn h s ny, h
thng qun l nhn s c th chn ngi nhn vin ph hp vi v tr cng tc mi hay cn c o
to thm.
6.3.4 Duy tr ngun nhn lc
Duy tr ngun nhn lc gip cho t chc s dng c hiu qu ngun nhn lc hin c, trnh lng ph
cho cc cng tc tuyn dng v o to mi. Chc nng ny bao gm kch thch ng vin nhn vin
v pht trin cc mi quan h tt p trong t chc.
kch thch ng vin nhn vin hon thnh tt cng vic, h thng qun l nhn lc cn phi c
thng tin chnh xc v qu trnh phn u v nhng thnh qu m ngi nhn vin thc hin cho
t chc t t chc a ra cc quyt nh khen thng v i ng xng ng. Do vic xy
dng cc chnh sch tin lng, tin thng, ph cp, bt b nhim, o to v c ch nh gi
cng tc l nhng hot ng c bn ca chc nng ny.
Pht trin cc mi quan h tt p trong t chc lin quan n cc chnh sch qun l nh thc hin
ng quy nh php l ca nh nc (k tha c lao ng tp th, b tr cng tc ng theo hp
ng lao ng, gii quyt tranh chp lao ng, bo him y t, bo him x hi,), to iu kin
ngi lao ng tham gia qun l t chc, v xy dng thc vn ha ni cng s.
6.4 H THNG THNG TIN TI CHNH K TON
Ti chnh k ton l mt h thng thng tin phn nh mi din bin ca qu trnh hot ng thc t
lin quan n lnh vc kinh t - ti chnh ca mt t chc c th (doanh nghip, trng hc,) thng
qua mt s phng php tnh gn lin vi vic s dng 3 loi thc o: tin, hin vt v thi gian,
trong thc o bng tin l ch yu. H thng ti chnh k ton chu trch nhim tr li cho cc
cu hi nh: gi tr ti sn hin nay ca doanh nghip l bao nhiu; mc li l sau mt khong thi
gian hot ng l bao nhiu, cc chng t thu tin, ghi n, khu hao, u t t ngun vn ca doanh
nghip l g,, gip ngi qun l nhn thc c thc trng v din bin ca ngun vn trong t
chc.
136
Cc loi ti sn m doanh nghip s hu (nh tin vn, cng c, nguyn liu, thnh phm,) l
ngun lc doanh nghip tin hnh cc hot ng ca mnh. Trong qu trnh hot ng, cc loi ti
sn ny thng xuyn bin ng (tng, gim) theo cc hot ng sn xut kinh doanh ca doanh
nghip, v d: trch tin vn mua nguyn vt liu (vt t) t cc nh cung cp hoc ngc li, bn sn
phm (hng ha) tng doanh thu. Nh vy, s bin ng ca ti sn l kt qu ca cc hot ng
trong doanh nghip, theo di kim tra v nh gi c tnh hnh hot ng sn xut kinh doanh
ca doanh nghip th phi nm c tnh hnh ti sn v s bin ng ca ti sn trong qu trnh hot
ng ca n. Do , i tng theo di, o lng v gim st ca k ton l ti sn s hu v s bin
ng ti sn ca doanh nghip.
S bin ng ti sn ca doanh nghip phn ln c din ra theo chu k, v d: tin vn chi ph
sn xut thnh phm hng ha doanh thu tin vn. Nu sau mt vi chu k, ti sn ca doanh
nghip tng th doanh nghip kinh doanh c li, ngc li l l. Nh vy thc o chung cho tt c
cc loi hnh ti sn ca doanh nghip l gi tr ca chng c tnh thnh tin. Tin l thc o kt
qu ca cc hot ng sn xut kinh doanh trong doanh nghip, v c phn nh trong 2 hot ng
k ton c bn nh sau:
K ton chi tit. L vic phn nh chi tit tng loi ti khon st vi thc t pht sinh cc nghip v
kinh t. Mi chng t c lp ra l u vo cho k ton chi tit phn tch, nh khon trn cc ti
khon, v i chiu vi cc nghip v thc t ti mi thi im kim tra, nhm bo m cho vic
phn nh hot ng thc t c trung thc, chnh xc.
- Lp chng t k ton. Chng t k ton l nhng giy t phn nh nghip v kinh t ti chnh
pht sinh v hon thnh, lm cn c ghi s k ton. y l ti liu mang ni dung thng tin
hnh thc (c ngun gc, c xc thc bng ch k, v din t chnh xc ni dung nghip v bng
s o: s lng/gi tr, n v tnh, quy i thnh tin). Cc chng t k ton pht sinh ngu nhin
v gn lin vi cc nghip v m chng t phn nh, v d chng t c lp ra ngay khi nhp
hoc xut kho (phiu nhp kho, phiu xut kho), khi bn hng (phiu thu tin, ha n bn hng),
hoc khi k hp ng (bn hp ng). Mi chng t u c tn gi, s v ngy pht sinh ra
chng t, tn v ch k ca ngi c lin quan, v ni dung ca nghip v m trong c th
hin r cc s o (s lng, gi tin,) cho cc i tng k ton pht sinh trong nghip v,
a chng vo cc ti khon k ton tng ng.
- Lp v theo di bin ng trn cc ti khon k ton. Ti khon k ton l mt cu trc din t
mi quan h i ng v gi tr tin gia cc i tng k ton trong trng thi vn ng, thay i.
Ti khon s .
Chng t S tin Ghi ch
S Ngy
Din gii
Ti khon
i ng N C
..
..
..
..
..
..
..
..
..
..
..
..
..
..
..
..
..
..
..
..
..
137
Mi ti khon c m cho tng i tng k ton c ni dung kinh t ring bit cn phi theo
di thng xuyn qua s liu u k, pht sinh, v cui k. S hiu ca ti khon c quy nh
thng nht theo lut k ton. Ni dung ca ti khon c ly t cc chng t k ton.
- Ghi s kp. Ghi s kp l cch ghi vt cc bin ng v gi tr tin trn cc ti khon lin quan
vi mi nghip v kinh t pht sinh, lm c s phn nh s bin i gi tr tin gia cc loi
ti sn. Mi nghip v kinh t pht sinh u c lin quan n t nht hai i tng k ton, ni
cch khc l lin quan n hai ti khon k ton. V d: khi doanh nghip rt 10.000 tin gi
ngn hng, ti khon tin gi ngn hng s t i 10.000 (c), ti khon tin mt (i ng) s
tng thm 10.000 (n). Bng cch ny, ngi ta bit c s gim bt ca ti khon tin gi
ngn hng l c thm mt khon tin mt trong ti khon tin mt. Vic xc nh mt (hoc
nhiu) ti khon i ng v gi tr i ng c gi l nh khon.
K ton tng hp. K ton chi tit cung cp s liu cho k ton tng hp. Vic phn nh thc t vo
s k ton mi ch phn nh c tng loi ti sn, tng loi ngun vn cng nh tng mt ring bit
ca qu trnh hot ng trong doanh nghip. Cc s liu ny mc d rt cn thit, nhng yu cu tng
hp cc s k ton thnh h thng cc ch tiu tng hp l vn c ngha quan trng hn v mt
qun l ti chnh. Cc thng tin tng hp c gi l cc thng tin ti chnh. K ton tng hp c 2
cng vic quan trng:
- Lp bng cn i k ton. Cn i k ton l khi nim c hnh thnh t nguyn tc cn bng
gia cc gi tr tin phn nh trong cc ti khon k ton qua phng php ghi s kp: vi mi
bt ton k ton, ghi n lun i i vi ghi c m kt qu l tng s tin ghi n trn mt ti khon
v tng s tin ghi c trn cc ti khon i ng l bng nhau. Tnh cn i ca cc ti khon k
cho bit cc bt ton k ton c c thc hin ng khng. Kt qu sau cng ca vic cn i k
ton l bng cn i k ton; n phn nh mt cch tng qut kt cu ca ti sn v ngun vn
hnh thnh nn ti sn tnh n thi im bo co (cui qu, cui nm).
BNG CN I K TON
Ngy 30/09/19xx
n v tnh: 1.000 ng
Ti sn S tin Ngun vn S tin
Loi A: Ti sn lu ng
1.Tin mt
2.Tin gi ngn hng
3.Nguyn vt liu
4.Cng c, dng c
5.Thnh phm
Loi B: ti sn c nh
-Ti sn c nh hu hnh
TNG CNG TI SN
1.500.000
40.000
800.000
500.000
60.000
100.000
5.000.000
5.000.000
6.500.000
Loi A: N phi tr
1.Vay ngn hn
2.Phi tr cho ngi bn
3.Phi tr khc
Loi B:Ngun vn ch s hu
1.Ngun vn kinh doanh
2.Qu u t pht trin

TNG CNG NGUN VN
850.000
600.000
200.000
50.000
5.650.000
5.600.000
50.000

6.500.000
- Bo co kt qu hot ng kinh doanh. Bng bo co kt qu kinh doanh l bng tng hp cn
i c s dng phn nh doanh thu, chi ph v kt qu li l ca doanh nghip trong mt
chu k nht nh. Tnh cht tng hp biu hin vic xc nh cc ch tiu cn bo co l
138
nhng ch tiu phn nh kt qu v chi ph ca cc loi hot ng khc nhau. Bo co kt qu
kinh doanh l thng tin ti chnh quan trng nh gi v phn tch tnh hnh v kt qu hot
ng ca doanh nghip, c bit khi xem xt kh nng sinh li ca doanh nghip.
Cc nghip v k ton c phn chia theo chuyn mn nh sau:
6.4.1 K ton ti sn c nh
Ti sn c nh l nhng ti sn s hu ca doanh nghip c hnh thi vt cht c th hoc c th tn
ti di hnh thi gi tr s dng thc hin mt vi chc nng nht nh trong qu trnh hot ng
ca doanh nghip. Ti sn c nh c c im l: (1) chc chn thu c li ch kinh t trong tng
lai t vic s dng n, (2) nguyn gi ti sn c xc nh mt cch ng tin cy v (3) c thi hn
s dng lu (t 1 nm tr ln).
6.4.2 K ton nguyn vt liu
Vt liu l dng vt cht c s dng to ra sn phm, do gi tr ca vt liu c chuyn ton
b vo gi tr ca sn phm. Vic s dng ng mc ch, khng lng ph nguyn vt liu c s lm
h thp gi thnh sn phm.
6.4.3 K ton tin lng v cc khon trch theo lng
Tin lng l gi tr tin m doanh nghip dng tr cho ngi lao ng ti to li sc lao ng,
ng thi n cn gp phn vo vic nh gi tr ca sn phm. C hai hnh thc tr lng: tr lng
theo thi gian, v tr lng theo sn phm.
Lng
thi gian
= Mc lng c bn * (h s lng + h s cc khon ph cp)
Lng
sn phm
= Khi lng sn phm v cng vic hon thnh * n gi tin lng
Vic tr lng theo khi lng v cht lng lao ng c ngha to ln trong vic ng vin, khuyn
khch ngi lao ng lm vic, nng cao nng sut lao ng v nng cao i sng vt cht v tinh
thn trong t chc ln ngoi x hi. Ngoi tin lng c hng theo khi lng v cht lng b
ra ngi lao ng cn c cc khon tin thng theo quy nh nh thng do pht huy sng kin,
do thi ua, tng nng sut lao ng v t cc khon li nhun khc ca doanh nghip. Nu ngi lao
ng b mt sc lao ng do m au, thai sn, tai nn lao ng hay hu tr, ngi lao ng s c
cc khon tin tr cp t qu bo him x hi (BHXH), khm cha bnh min ph t qu bo him y
t (BHYT) hay c tr gip bng tin hoc hin vt trch t qu cng on.
6.4.4 K ton chi ph sn xut v gi thnh sn phm
Chi ph sn xut l chi ph cn thit to ra sn phm bao gm nhiu khon khc nhau nh chi ph
nguyn vt liu, nhn cng, khu hao TSC. K ton chi ph sn xut l kim sot vic s dng
vn u t cho sn xut sao cho c hiu qu nht, tit kim v trnh lng ph. Sn phm lm ra c
kt tinh t chi ph sn xut. Nh vy, gi thnh sn phm l mt i lng tng quan gia chi ph
sn xut b ra v kt qu sn xut t c:
Gi thnh ca sn phm = chi ph sn xut / kt qu sn xut
139
6.4.5 K ton thnh phm
Thnh phm l sn phm hon chnh ca mt dy chuyn sn xut ca doanh nghip. Bn thnh
phm l nhng sn phm mi hon thnh mt vi cng on ch bin no (tr cng on sau
cng), ch tip tc ch bin hoc bn ra ngoi. c c thnh phm hoc bn thnh phm c
cht lng tt p ng tt cc yu cu, c bit l yu cu ca th trng, cc doanh nghip cn phi
thc hin nhiu gii php t chc, qun l, sn xut qua nhiu cng on x l v lu tr cng
thm gi tr vo thnh phm. K ton thnh phm gim st s thay i gi tr cng thm ny
6.4.6 K ton qu trnh tiu th thnh phm
Tiu th thnh phm l cung cp cho bn ngoi cc thnh phm hoc bn thnh phm m doanh
nghip lm ra qua hnh thc bun bn hoc trao i. K ton qu trnh tiu th thnh phm l cng
vic phn nh cc hot ng tiu th thnh phm, nh doanh thu bn hng, gim gi hng bn, chit
khu bn hng, tr gi hng h hng b tr v hoc cc loi thu c lin quan (thu GTGT, thu tiu
th c bit, thu xut khu,), xc nh chnh xc doanh thu thun bn hng, v li l
Doanh thu thun bn hng = doanh thu bn hng chit khu thng mi gim gi hng bn
hng b tr v - cc loi thu.
Kt qu kinh doanh = (doanh thu thun bn hng gi vn hng bn) + doanh thu hot ng ti
chnh chi ph ti chnh chi ph bn hng chi ph qun l doanh nghip.
6.4.7 K ton qu trnh kinh doanh
Bn hng (hoc dch v) l hot ng c bn ca tt c cc doanh nghip nhm thc hin chc nng
lin kt gia sn xut v tiu dng. Hot ng bn hng, d tr hng, trao i hng c gi chung l
lu chuyn hng ha nhm to ra li nhun cho doanh nghip. K ton qu trnh kinh doanh l phn
nh tnh hnh lu chuyn hng ha v mt gi tr v hin vt (nhp kho, xut kho v tiu th), v xc
nh kt qu kinh doanh.
6.4.8 K ton u t xy dng c bn
u t xy dng c bn l qu trnh chuyn mt phn ngun vn ca doanh nghip (gi l vn u t
XDCB) thnh ti sn c nh (ca hng, mt bng, vn phng, do doanh nghip s hu) bng cc
d n u t, to ra nng lc sn xut mi cn thit cho hot ng SXKD hoc phc v cho i
sng ca ngi nhn vin trong doanh nghip. Do , k ton u t xy dng c bn phn nh vn
u t xy dng c bn v quyt ton vn u t khi d n, cng trnh c nghim thu, bn giao.
6.4.9 K ton cc loi ngun vn trong doanh nghip
Bt c doanh nghip no khi mun tin hnh hot ng sn xut kinh doanh cng u cn phi c ti
sn. Ti sn c to ra t ngun vn ca doanh nghip; tng gi tr ti sn v tng gi tr ngun vn
to ra ti sn ch l s th hin trn hai mt khc nhau ca mt lng ti sn duy nht ca doanh
nghip (c th hin bng nhau trn bng cn i). Tuy nhin, ngun vn ny c hnh thnh t
nhiu cch khc nhau nh vay tin, pht hnh tri phiu, hay vn ch s hu; mi loi hnh vn c
chi ph s dng khc nhau (vay ngn hn, vay di hn u phi tr tin li) do , vic phn b t l
ca mi loi ngun vn ny nh th no t hiu qu u t cao nht l rt cn thit.
140
6.5 H THNG THNG TIN QUN L VN PHNG
H thng thng tin qun l vn phng l mt h thng qun l c s h tng thng tin ca t chc; n
c mc ch chnh l lm cho cc cng vic ca t chc c thc hin mt cch c hiu lc, c hiu
qu v c kim sot.
Tnh hiu lc th hin mc tun th v chp hnh tt c cc yu cu t ra cho cng vic khi
cng vic c nh ngha. iu ny c lin quan n phm vi trch nhim, quyn hn ca ngi
tha hnh cng nh ng lc cho cng vic c thc hin da trn nhn thc ca ngi tha
hnh v bn cht ng n c tnh thuyt phc ca cng vic.
Tnh hiu qu ca cng vic th hin s cn i gia li ch t cng vic v chi ph cho chnh cng
vic . Li ch thu c t cng vic l gi tr gp phn lm tha mn cc mc tiu hoch nh
ca t chc. Tnh hiu qu ca cng vic lin quan n cch nh ngha cng vic (v d: xc nh
mc u tin ca cng vic, yu cu ca cng vic, kt qu cn phi t, thng tin tr gip), trch
nhim v quyn hn ca ngi tha hnh cng nh cch t chc, phi hp cc ngun lc to ra kt
qu ti u.
Tnh kim sot th hin kh nng c th gim st, o lng, iu khin mi trng thi din bin ca
cng vic. iu ny ph thuc vo cch thit lp cc bo co cng vic v cch x l cc bo co ca
ngi qun l.
t c mc ch ny, h thng thng tin vn phng thc hin cc chc nng c bn nh sau:
6.5.1 Qun l cc knh thng tin trong t chc
Knh thng tin trong t chc bao gm knh thng tin hnh thc v knh thng tin phi hnh thc lin
lc bn trong t chc v gia t chc vi mi trng bn ngoi.
A. Cc knh thng tin hnh thc trong t chc c to ra gip cho cc nh qun l c thng tin
ng tin cy ra quyt nh, ng thi truyn t cc quyt nh n cc b phn tha hnh. Knh
thng tin hnh thc mang ni dung cng vic (ban hnh quyt nh, phn cng hoc bo co) cn phi
c quy nh trc trn cc thnh t sau:
1. Phng tin truyn tin, thng l h thng lu chuyn vn th (bng giy) truyn t ni dung
thng tin mang tnh php l cao; hoc c th l mng my tnh, th in t, in thoi, hoc cuc
hp c bin bn. Ty theo tnh cht yu cu ca cng vic (bnh thng, khn, mt,),
phng tin truyn tin tng ng phi tho mn c cc yu cu ny.
2. Khung mu cho thng tin. Mi cng vic thng i hi cc khung mu trnh by thch hp v
p dng thng nht trong t chc. V d, cc bo co thng k cho cc cng vic thng xuyn
lp li thng c dng bng; cc bo co tng hp cho nh lnh o cp cao thng th hin dng
biu ; hoc cc loi cng vn thng c ta , s cng vn, ni dung tm tt, ni pht hnh v
ngi k.
3. Trch nhim x l thng tin. Mc ch ca vic quy nh trch nhim x l thng tin l tng
cng tnh cht hiu lc ca cc yu cu cng vic th hin trn cc knh thng tin hnh thc.
Trch nhim x l thng tin thng c ban hnh cng vi cc tiu chun x l thng tin, ngi
141
gi v ngi nhn, v d: thi hn x l, ch bo co kt qu theo nh k hoc bo co t
xut khi c ri ro.
4. Quy trnh x l. Quy trinh x l c ban hnh ch r trnh t x l tng phn ca cng vic
qua t chc quy nh cho cc b phn cng phi hp thc hin cng vic mt cch t ng m
khng cn phi xin kin ch th. Quy trnh c p dng thng nht cho cc cng vic thng
lp li, qua t chc c th kim sot trng thi din bin ca cng vic v ci tin quy trnh.
B. Cc knh thng tin phi hnh thc thng c thit lp qua cc cuc hi tho, hi ngh hoc cc
bui hp khng c bin bn. Mc ch ca cc knh thng tin ny l gip ngi tham d c thm
thng tin cn thit cho cng vic. cuc hp din ra tt p, h thng thng tin vn phng cn tr
gip xp lch hp, gi th mi hp v gi cc ti liu tham kho trc.
6.5.2 Xc thc thng tin v pht hnh ti liu
Hu ht cc knh thng tin cn qun l trong t chc l knh thng tin hnh thc cc ti liu cn
phi c xc nhn ngun gc pht hnh (v d: k tn, ng du).
6.5.3 Phn phi thng tin, ti liu
Mt ti liu thng c ph bin n nhiu ni trong t chc bng hnh thc pht hnh bng nhiu
bn c ni dung ging nhau hon ton (photocopy). Thng tin, ti liu l ti sn ca t chc, do
vic phn phi thng tin gn lin vi trch nhim ca ngi nhn thng tin, nn cc ti liu phi c
phn phi c kim sot - ch nhng ngi c trch nhim mi c php c. Ti liu i khi cn
phi c chuyn giao gp gii quyt cng vic cp bch, do vic phn phi ti liu thng gn
km vi cc quy nh chuyn giao nh khn, mt.
6.5.4 Kim sot hiu lc ca ti liu
Thng tin c thi gian sng ca n (thi gian c gi tr s dng, khng ch tham kho) do i
vi cc loi ti liu mang tnh kim sot (nh quy trnh, vn bn ang trong thi hn c hiu lc), h
thng qun l thng tin vn phng cn phi qun l c s thay i ni dung ca cc loi ti liu
ny qua cc phin bn c pht hnh.Nu mt ti liu ht hiu lc, n cn phi c thu hi ng
thi thng bo trong t chc trnh hiu lm cho nhng ngi ang hoc s s dng.
6.5.5 Theo di kt qu x l ca cc ti liu
Cc knh thng tin hnh thc thung mang yu cu n ngi x l. Kt qu x l mt yu cu i
khi s pht sinh mt yu cu khc, nh ci tin cng vic hoc sa sai, to thnh mt chui cng vic
cn thc hin hon thin yu cu ban u. Do , vic theo di kt qu thc hin l gip ngi
qun l nhn thc c tc x l cng vic trong t chc a ra cc bin php ph hp.
6.5.6 Lu tr thng tin, ti liu
Hu ht cc loi thng tin (hnh thc ln phi hnh thc) c gi tr s dng lu di trong t chc u
cn phi lu tr trn cc vt lu tin nh h s giy, tp tin, c s d liu trn my v c qun l
theo thi gian s dng ca cc ni dung thng tin c lu tr. Cc phng php lu tr c cng
nguyn tc chung l phi tm uc ni dung thng tin ang c lu tr mt cch nhanh chng khi
cn, v mi phng php lu tr thng tin phi c phng php phc hi thng tin tng ng.
142

TM TT NI DUNG
H thng thng tin tip th bn hng
Mi hot ng tip th bn hng u lin kt vi nhu cu ca khch hng trong th trng mc tiu,
v sau l c gng lm tha mn cc yu cu ny tt hn cc i th cnh tranh. Thng tin t mi
trng n t chc v ngc li l c s tin hnh cc hot ng tip th bn hng.
Nghin cu th trng l xc nh mi quan h gia ngi tiu dng, sn phm, phng php tip th
bn hng, v ngun lc thc hin, pht hin c hi kinh doanh, nh gi nng lc ca th trng,
v lp k hoch tip th. Phn khc th trng l cch ph bin phn tch mi quan h gia khch
hng v sn phm.
D bo nhu cu tp trung vo vic xc nh sn phm mi l g, s lng s c tiu th l bao
nhiu v mc tiu th s din bin nh th no theo thi gian da trn 4 yu t: mc tiu th sn
phm, kh nng cung cp sn phm, c tnh sn phm v mi trng cnh tranh.
Thit lp quan h vi khch hng l duy tr mi quan h tt p vi khch hng c c ngun lc
cng tc lu di bng nhiu cch: Lm tho mn khch hng khi khch hng cn doanh nghip, lm
khch hng trung thnh vi doanh nghip bng cc chnh sch chm sc khch hng, to ra nim tin
khch hng, to ra sn phm ring bit phc v cho tng i tng.
Knh bn hng phc v trc tip cho vic bn hng; h thng cn h tr nh v ni bn hng v p
dng chnh sch gi v chnh sch chm sc khch hng hp l.
H thng thng tin qun l sn xut
Mua sm vt t nguyn liu khng ch l vic mua bn, m n cn lin quan n qun l mc tiu
dng vt t trnh lng ph, chn nh cung cp ph hp vi k hoch sn xut, m phn c
c gi v cht lng ca sn phm dch v ng nh mong mun, v qun l cc iu khon hp
ng nhn bit v ng ph vi ri ro.
Mc ch ca qun l kho l gim ti a chi ph (lu kho ln t hng) trong khi vn p ng c
yu cu s dng nguyn vt liu; c hai phng php xc nh mc tn kho an ton v xc nh
mc t hng kinh t u hng n mc ch ny.
nh ngha sn phm, thit k sn phm, lp k hoch sn xut v qun l cht lng sn xut l
nhng cng vic c bn bin i nguyn liu thnh sn phm cho th trng. H thng cn cung
cp phng tin khch hng t nh ngha c tnh sn phm lm h hi lng. Thit k cho sn
phm theo hng lp rp cc mun chun to ra u th cnh tranh nh gi r, s dng li mun
thit k, t li v sn xut nhanh.
H thng thng tin qun l ngun nhn lc
Nhn lc l ngun lc c bit trong t chc vi 3 nguyn nhn (1) Quan h gia ngi lao ng v
ngi s dng lao ng l quan h hp tc bnh ng, (2) Nhn lc l ngun lc c th tng trng v
(3) Hiu qu s dng nhn lc ph thuc vo s kt hp hi ha gia nhu cu c nhn v yu cu ca
t chc; do cc chc nng qun l nhn lc c nhng im c th nh sau:
143
- Trong sut qu trnh s dng lo ng, h s v ngi nhn vin phi c ghi nhn y
lm c s cho vic s dng hp l nng lc ca ngi nhn vin qua qu trnh cng tc c b tr
cng tc v nh gi kt qu, ng thi ph hp vi nguyn vng chnh ng ca ngi nhn vin
theo nguyn tc r rng, cng bng v cng khai.
- nh hng ngh nghip v o to to iu kin cho ngi nhn vin pht huy ti a nng
lc ca mnh cho t chc v cho c nhn
- Duy tr ngun nhn lc hin c bng cc chnh sch nhn s hp tnh, hp l, hp php trnh
lng ph do phi tuyn dng v o to nhn vin thay th.
H thng thng tin ti chnh k ton
H thng thng tin ti chnh k ton l h thng phn nh chi tit s bin i ca ti sn trong t
chc, c th hin bng thc o tin t, ngi qun l nhn thc c thc trng v din bin
ca cc hot ng trong t chc. H thng thng tin ti chnh k ton da trn k ton chi tit v k
ton tng hp. K ton chi tit s dng chng t phn nh chi tit cc nghip v kinh t, v th
hin cc phn tch vo trong h thng cc ti khon bng bt ton nh khon v ghi s kp. Da trn
h thng cc ti khon, k ton tng hp th hin kt qu phn tch qu trnh s dng ngun vn
mc tng qut bng bng cn i k ton, v bo co kt qu hot ng kinh doanh. Cc nghip v k
ton phn nh chi tit s bin i ca tng loi ti sn theo cc hot ng ca t chc, nh ti sn c
nh, nguyn vt liu, tin lng, chi ph, thnh phm, tiu th thnh phm, kinh doanh,
H thng thng tin qun l vn phng
H thng thng tin vn phng qun l c s h tng thng tin ca t chc cng vic ca t chc
c thc hin mt cch c hiu lc, c hiu qu v c kim sot. Cc knh thng tin hnh thc trong
t chc gip cho cc nh qun l c thng tin ng tin cy ra quyt nh, ng thi truyn t cc
quyt nh n cc b phn tha hnh. Phng tin truyn tin, khung mu cho thng tin, trch
nhim x l tin, v quy trnh x l phi c nh ngha r trn knh ny.

CU HI N TP
1. Hy cho bit ngha v vai tr ca h thng thng tin tip th bn hng i vi mt doanh nghip.
2. Hy cho bit cc i tng nghin cu ca h thng thng tin tip th bn hng.
3. Phn khc th trng l g, v x l trn phn khc th trng l g.
4. Hy so snh u khuyt im ca cc phng php dng phiu thm d, dng Email v dng
Website xc nh c im nhu cu, s thch ca khch hng i vi sn phm.
5. Hy cho bit mc tiu ca vic d bo nhu cu v ngha ca n i vi vic tip th bn hng.
6. Hy cho bit tc ng ca cc yu t kh nng cung cp v c tnh sn phm i vi nhu
cu tiu th.
7. Hy cho bit s hi lng ca khch hng c th to ra bng cch no, v khi no th thc hin
nhng cng vic ny.
144
8. Hy cho bit gi tr li ch ca lng trung thnh ca khch hng i vi doanh nghip.
9. C nhn ha (sn phm) l g ? Mi quan h gia n vi s hi lng, lng trung thnh v nim tin
ca khch hng l g ?
10. Hy cho bit h thng t hng c ch li g cho khch hng v cho doanh nghip.
11. Mc ch, v yu cu ca vic qung co l g ? H thng thng tin trn my tnh tr gip c g
cho qung co ?
12. Hy cho bit mi quan h gia mua nguyn liu, lu tr, sn xut v vn chuyn trong sn xut.
13. Lm th no c vt t nguyn liu tt sn xut, v h thng thng tin qun l sn xut
cn phi tr gip nh th no cho vic ny ?
14. Hy cho bit li ch ca vic s dng li cc thnh phn chun thit k to sn phm.
15. Hy cho bit yu cu ca cng tc lp k hoch sn xut, v phng php lp k hoch.
16. Hy cho bit nhng khc bit c bn ca ngun nhn lc so vi cc loi ngun lc khc.
17. Hy cho bit ni dung ca cng vic b tr cng tc v nh gi kt qu cng tc ca nhn vin
18. V sao t chc cn quan tm n vic nh hng pht trin ngh nghip cho nhn vin ?
19. Hy cho bit quan h gia nh hng ngh nghip, o to, tuyn dng, v b tr cng tc. H
thng thng tin da trn my tnh tr gip c g cho cc cng vic ny ?
20. Hy cho bit vai tr, ngha ca h thng thng tin k ton trong t chc.
21. Hy cho bit ngha ca cn i k ton i vi t chc.
22. Hy cho bit ngha ca vic lp chng t k ton v nh khon.
23. Hy cho bit s khc nhau gia tnh hiu lc v tnh hiu qu trong cch t chc qun l cng
vic.
24. Hy cho bit cc ni dung c bn ca vic thit lp knh thng tin hnh thc trong t chc.

CHN CU TR LI NG
25. Nhng m t no sau y cho mt nh ngha tt nht v "Marketing Mix"
a) L cch m cc doanh nghip phn phi sn phm thng qua bn l hoc bn bun
b) Cch m sn phm c sp xp trong ca hng bn l gia tng ti a cc sales.
c) Cch phi hp cc yu t tip th bn sn phm v lm tha mn khch hng
d) Cch m cc sn phm c nh gi bn v ng gi.
26. Mt doanh nghip mun lm tha mn nhu cu v mong mun ca khch hng tt hn bng
cch cung cp dch v cht lng tt hn. Yu t no trong Marketing Mix m doanh nghip
cn hng n ?
a) Price
145
b) Promotion
c) Place
d) Product
27. Sad-Ohs l mt cu lc b m dnh cho gii trung nin trn 40. Loi phn khc th trng
no uc s dng cho cu lc b ?
a) Phn khc theo ngh nghip
b) Phn khc theo li sng
c) Phn khc theo khu vc a l
d) Phn khc theo tui
28. Nhng v d no sau y l pht biu tt nht cho mc tiu nghin cu th trng
a) Tng gi i vi cc khch hng khng thng xuyn
b) Gim chi ph bng cch hn ch qung co trn TV
c) Gia nhp th trng thc phm ni a ca EU
d) Pht trin th phn ln thm17.5 % trong nm 2006
29. C nhn ha sn phm l
a) Tt c cc yu cu ca mt c nhn u c doanh nghip p ng bng sn phm
b) Sn phm phi c thit k a dng p ng cho mi s thch c nhn
c) Thay i cc thuc tnh ca sn phm cho ph hp vi s thch ca mt c nhn
d) Thit k sn phm cho ph hp vi tng nhm khch hng
TI LIU THAM KHO
1. Electronic Commerce 2002: A managerial Perspective, Efraim Turban, Prentice Hall, 2002.
Chng 4 (Internet Consumers, E-Service and Market Research)
2. Essentials of Supply Chain Management, Michael Hugos, John Wiley & Sons, Inc. 2003
3. Qun tr ngun nhn lc (Human Resource Management), TS.Trn Kim Dung, Nh xut bn
Thng k, 2003.
4. Nguyn l k ton, TS.V Vn Nh, Nh xut bn Ti chnh, 2004.
5. Qun tr hnh chnh vn phng, Mike Harvey (bn dch ca Cao Xun ), Nh xut bn Thng
k, 1996.
Chng 7: H thng thng tin qun l tch hp
146
Chng 7:
H THNG THNG TIN QUN L TCH HP
Cc hot ng c bn to ra gi tr s dng cho t chc thng tri rng trn nhiu chc nng khc
nhau ca t chc. V d, gim thi gian p ng cho mt yu cu t hng, doanh nghip phi
thc hin mt chui cc cng vic bn hng (nhn n t hng, nhp n t hng), k ton (kim
tra th tn dng, pht sinh ha n) v sn xut (lp rp sn phm v chuyn giao) nh hnh 7.1

S phn chia chc nng trong chui hot ng thc hin dch v ca t chc lm gim tnh hp tc
cho dch v. Nhng ngi tham gia vo vic thc hin dch v ch lm mt phn nh cng vic
chuyn mn theo chc nng trong dy chuyn nn h khng c tm nhn trn vn trn ton b dy
chuyn tm ra c cc gii php ti u cho dch v ca t chc, l sp xp cc cng vic rt
ngn thi gian p ng yu cu ca khch hng, hay b bt nhng hot ng d tha khng cn thit
trong sn xut. Thng thng, s phn chia ny cn nhiu chuyn giao gia cc chc nng, s phn
chia qun l theo tng chc nng ring bit s lm ko di thi gian p ng dch v nh cp
trong chng 3, h thng xt duyt mua hng ca cng ty IBM.
Tn dng ngun lc sn c, hay sp xp ngun lc v tin trnh thc hin mt cch ti u cho dch v
l phng php hiu qu nht to ra li nhun m cc t chc hng n. Vi xu hng chuyn
dch t nn kinh t sn xut sang nn kinh t dch v, s hp tc trn phm vi ton cu l phng tin
cc t chc t c trng thi ti u trong kinh doanh; cc dch v v sn phm c cung cp t
nhiu t chc c nng lc vt tri trong tng chuyn mn (sn xut, lp rp, chuyn giao, h tr,..)
s lm cho sn phm dch v c u th vt tri v cht lng v gi thnh.
Mng Internet, Web-Service, Data-Ware House, Data-Mining, Work Flow Management System,
OLAP, l nhng nhn t tch cc h tr cho t chc hng n s hp tc vi chi ph thp, ng
tin cy v tc thi. Vi s h tr t c s h tng thng tin mnh nh trn, cc t chc kinh doanh c
th bin thng tin thnh ngun lc ng k trong vic iu hnh sn xut kinh doanh tt c cc cp
qun l. V th, cc h thng thng tin tch hp c hnh thnh l tn dng ngun lc thng tin
tch hp t nhiu h thng khc nhau cho vic phi hp ti u cc hot ng to ra sn phm, dch v
chung ca cc h thng.
Nhn yu
cu
Chuyn
yu cu
Kim tra
tn dng
Chp nhn
tn dng
Pht hnh
ha n
Lp rp
sn phm
Chuyn
giao
BN HNG
K TON
SN XUT
Hnh 7.1 Dch v ca t chc tri rng trn nhiu chc nng
Chng VII: H thng thng tin qun l tch hp
147
Trong chng ny, chng ta tm hiu 3 h thng thng tin qun l tch hp: H thng qun l mi
quan h vi khch hng, h thng qun l dy chuyn cung cp sn phm v h thng hoch nh
ngun lc.
7.1 H THNG QUN L QUAN H KHCH HNG (Customer Relationship
Management, CRM)
Mng Internet vi bng thng rng v gi thnh thp l mt nhn t hnh thnh thng mi in t,
n to iu kin cc doanh nghip tip cn vi khch hng. Tuy nhin, cc hnh thc tip cn
khch hng thng thng trn trang web nh t qung co (banners), hay gi cnh bm qua Email
khng cn c hiu qu thu ht khch hng v c qu nhiu t chc lm nh vy. Thay vo ,
hnh thc phc v hng n c nhn ha (personalisation) ca cc doanh nghip to ra uc
nhiu tim nng cnh tranh, do khch hng i hi ngy cng cao trong cch thc phc v cho ring
tng ngi. i vi cc doanh nghip, hiu c nhu cu ca mi khch hng khng km phn quan
trng so vi vic thu ht khch hng, v doanh nghip no cng mong mun gi li khch hng tt
cho ring mnh bng cc chnh sch chm sc khch hng c chn lc. y l mt nhu cu thc s
cn thit, v trong thc t chi ph thu ht mt khch hng mi s tn t 5 n 7 ln so vi chi ph gi
mt khch hng c; chi ph ny phn ln l thuyt phc khch hng t b cc i th cnh tranh
n vi doanh nghip, nh cc cng ty cung cp dch v in thoi di ng tng lm. V vy,
chng ta c nh ngha:
Qun l quan h khch hng = Hiu khch hng + Qun l mi quan h vi khch hng.
Mc ch ca cch tip cn ny l gia tng s hiu bit v khch hng v t ci tin mi quan
h gia doanh nghip vi khch hng, lm cho khch hng ngy cng gn b vi doanh nghip t s
hng ng ca h i vi cc chnh sch i x ca doanh nghip; s hng ng ny lm cho doanh
nghip c nhiu thng tin hn v khch hng, gip cho doanh nghip hiu r hn v khch hng
phc v tt hn. Tc ng hi tip tng cng ny c minh ha nh trong hnh 7.2.

Tip cn ny t ra 3 vn m t chc doanh nghip cn gii quyt, l:
1. Th nht, doanh nghip cn phi thu thp y d liu (thng tin) v khch hng, tc l c
CSDL ton din v khch hng v cc giao dch gia khch hng vi doanh nghip.
2. Th hai, d liu v khch hng phi c qun l tt trn tt c cc knh giao tip vi khch
hng, a n quan im ng x nht qun trong t chc i vi mi khch hng.
Hiu
khch hng
Quan h vi
khch hng
Phn hi t
khch hng
Hnh 7.2 Cc tc ng tng quan trong CRM
+
+
+
148
3. Th ba, doanh nghip cn hng n c khch hng ln sn phm (c bit l mi lin kt gia
sn phm v khch hng), thay v ch tp trung cho sn phm hoc cho khch hng.
Trong qu kh, cc chc nng bn hng, sn xut, k ton c phn chia chuyn mn ha v khng
chia s ln nhau v s hiu bit v khch hng. Vi thng tin ca mt khch hng ( tui, gii tnh,
ngh nghhip) c qun l lu tr nh thng tin ring ca b phn tip th bn hng; mt vi mu
tin khc v chnh khch hng ny, nh mc tiu dng hoc thi quen tr tin c xem l thng
tin phc v cho sn xut sn phm hoc qun l cng n.
Nh vy, doanh nghip s khng c c hi hiu r v mi khch hng mt cch trn vn; t chc
khng c kh nng tr gip gii quyt trn vn vn c th ca mi khch hng, hay ngc lai
khch hng s gp kh khn khi h phi t xc nh dch v no ca doanh nghip c th gip h.
CRM l mt h thng qun l kho thng tin chung v khch hng, v qun l thng nht cc knh
thng tin (nh in thoi, email, web) lin quan n ngun ti nguyn ny (cp nht hoc s dng
thng tin), tr gip cho doanh nghip t chc v qun l cc mi quan h vi khch hng.
Mc ch ca CRM l gip cho doanh nghip hiu
r gi tr ca mi khch hng i vi doanh nghip,
ng thi ci tin hiu qu v nng lc ca cc
knh thng tin. CRM thu thp, phn tch v phn
phi tt c cc d liu lin quan n khch hng v
nhng tng tc hp l n tt c mi ngi trong
t chc. S phn phi thng tin ny tr gip cho t
chc lm tha mn yu cu v sn phm dch v
ca khch hng tt hn.
Khc vi phng php tip th truyn thng ch tp
trung vo cc chc nng chnh ca market-mix (4
Ps) m b qua cc x l hu mi dn n khng
tha mn c trn vn mong mun ca khch
hng, CRM hng n ton b qu trnh ng x vi khch hng trn 3 lnh vc tip th, bn hng v
dch v tng cng s hp tc gn b gia khch hng vi doanh nghip (Hnh 7.3).
CRM c cc tin trnh x l c bn nh sau:
7.1.1 Phn khc khch hng (customer segmentation)
Mc ch ca vic phn khc khch hng l xc nh nhm khch hng c cng s thch v kiu
hnh vi, t t chc c th nh ngha cc sn phm, dch v v knh giao tip ph hp. Phn khc
khch hng da trn h s khch hng (customer profile) gm 3 loi d liu chnh: (i) nh danh, (ii)
c tnh v (iii) hnh vi (thi quen) ca tng khch hng. Vic phn khc c th c thc hin bng
nhiu cch khc nhau, nh nhm khch hng da trn c tnh chung, v sau xc nh hnh vi
chung hoc ngc li. Mi nhm khch hng th hin mt gi tr mong i i vi t chc, ng thi
th hin yu cu ring v sn phm hay dch v m h mong mun.
Khch
hng
Tip th

Bn
hng

Dch
v
Hnh VII.3 Chu k x l ca CRM
149
7.1.2 Giao tip khch hng (customer communication)
Nhn t chnh ca CRM l qun l knh thng tin lin lc vi khch hng, bao gm (i) xc nh
thng bo g cn gi n mi nhm khch hng, v (ii) chn knh thng tin ph hp gi thng
bo. Vic chn la thng bo cho mi nhm khch hng ph thuc vo chin lc tip cn nhm
khch hng , v c tnh ca knh thng tin. Truyn hnh, bo ch l phng tin c p dng ph
bin nht, nhng khng th hng n mt nhm khch hng no c th. Th in t v trang Web l
phng tin hiu qu lin lc vi tng c nhn, tuy nhin khng phi khch hng no cng c th
chp nhn phng thc lin lc ny do tnh phc tp ca n. Do vy, mc ch ca vic qun l knh
thng tin lin lc l xc nh mt tp hp cc knh thng tin cho mi (nhm) khch hng doanh
nghip s dng c hiu qu nht (gim ti thiu chi ph hoc tng ti a li nhun). Ngoi vic gi
thng bo n khch hng, cc t chc cng cn o lng tc dng ca cc knh thng tin bng cch
phn tch s phn hi t pha khch hng. Cc phn tch ny l (i) xc nh mc hiu qu ca
knh thng tin, (ii) kim chng tnh ng n ca vic phn khc khch hng v (iii) hiu chnh cc
knh thng tin cho ph hp.
Vic qun l kho thng tin chung to ra mt s nhn thc nht qun v khch hng trong ton b
doanh nghip (trn tt c cc chc nng c giao tip vi khch hng). S nhn thc nht qun v
khch hng, cc dch v u i ginh cho h v cc giao dch ang c thc hin u rt quan trng
i vi mt doanh nghip c uy tn. Vi kho thng tin ny, tt c cc thng tin v khch hng oc
pht sinh t bt k b phn no ca doanh nghip cng u c s dng thng nht cho cc cng
vic c lin quan. iu ny tr gip cho mi nhn vin hiu bit chnh xc v y v ngi khch
hng m anh ta/c ta ang phc v, ng thi a n cch ng x ging nhau trong doanh nghip.
Cc knh thng tin lin lc gia khch hng vi doanh nghip l nn tng cho cc giao dch gia cc
bn; knh thng tin cng thun tin th giao dch cng d thnh cng. Mi knh thng tin tng ng
vi mt vi chc nng x l ca t chc do mt vi ngi ph trch. Do , vic cp nht thng tin
pht sinh trong qu trnh x l cn phi c kim sot t gc t chc bo m tnh nht qun
cho thng tin/d liu c dng chung trong t chc. S dng thng tin ca khch hng cng cn
kim sot bo v tnh ring t ca khch hng bng cc phng php bo mt trn kho thng tin
v cp quyn s dng ng vi tng nhm thng tin ca khch hng cho nhng ngi nhn vin ph
trch cc cng vic lin quan.
7.1.3 Duy tr khch hng (customer retaintion)
Duy tr khch hng l s n lc gi khch hng li cho doanh nghip h khng chuyn sang cc
i th cnh tranh, c bit l nhng khch hng c tim nng cao (high profitable). C nhiu khch
hng trung thnh vi doanh nghip trong thi gia di l cch qung co tt nht v cht lng ca
thng hiu, ng thi thu ht c nhiu khch hng mi.
150
lm tng s lung khch hng n vi doanh
nghip, gia tng mc hi lng v lng trung
thnh ca khch hng, cc doanh nghip thng
s dng m hnh tip cn hng cc n lc bn
hng, qung co v h tr vo mi khch hng
nh trong hnh 7.4 t c 3 mc ch:
1. t c doanh thu cao hn t mi khch hng
bng s hiu bit v chm sc khch hng tt
hn.
2. Gia tng mc hi lng v nim tin t khch
hng bng cch tn dng thng tin tch hp t
nhiu knh thng tin khc nhau ca t chc.
3. Lm gim chi ph x l thng tin khch hng bng cch s dng cng ngh thng tin t ng
ha vic qun l v phn tch cc tin trnh v d liu trong CRM.
Vic duy tr khch hng cho doanh nghip cn bao gm c vic trch lc cc i tng khch hng
ph hp (good customers) vi t chc gi h li vi doanh nghip bng cc chnh sch ng x
ca doanh nghip (hnh 7.4).
7.2 H THNG QUN L DY CHUYN CUNG CP SN PHM (Supply
Chain Management, SCM)
Hu ht cc t chc u cn to ra gi tr s dng cho mi trng bn ngoi qua dy chuyn to ra gi
tr cp trong chng 3 (Organisational Value Chain, hnh 3.1). Dy chuyn to ra gi tr ca t
chc gm cc hot ng c bn (primary activities) gm nhp vt t nguyn liu, sn xut, phn phi,
tip th bn hng, dch v hu mi, v cc hot ng h tr (support activities) qun l t chc. Mc
ch chnh ca cc hot ng ny l tm ra ngun kinh ph trang tri cho cc hot ng ca n t
cc sn phm dch v cung cp cho ngi tiu dng qua hnh thc bn hng i vi cc t chc kinh
doanh, hoc kinh ph t chnh ph i vi cc t chc phi li nhun.
Qua bn hng, t chc kinh doanh c th tm c li nhun pht trin t chc. Tuy nhin, c
li nhun cao khng nht thit phi c doanh s ln; cc t chc c th t c iu ny t vic tit
kim cc khon chi ph ca n trn dy chuyn to ra gi tr (v cc hot ng qun l c lin quan):
thay v sn xut sn phm t nguyn liu th, t chc c th lm ra sn phm t bn thnh phm mua
ca nh cung cp no nu nh chi ph c bn thnh phm ny thp hn chi ph lm ra n. T
tng ny, nhiu t chc lin doanh vi nhau to thnh dy chuyn cung cp sn phm (supply
chain) m mi t chc l mt mt xch trong dy chuyn; mi t chc cn phi hiu vai tr ca n i
vi nh cung cp, nh phn phi v khch hng trn dy chuyn.
Nh vy, dy chuyn cung cp sn phm c th to ra c li nhun cao hn bnh thng t vic
lin kt vi cc cng ty c u th vt tri trong tng lnh vc chuyn mn trn dy chuyn. Tuy
nhin, dy chuyn sn xut no cng u ch to ra c mt loi sn phm no ; v sn phm bn
c hay khng li ph thuc vo nhu cu ca th trng tng thi im. Nh vy vn chnh ca
hnh thc lin doanh ny l dy chuyn phi c mt k hoch hp tc chung cho cc t chc chia

Hnh 7.4 Duy tr khch hng
Khch hng
ca cng ty
Chn la
Thu ht
Khch hng mi
Tip th
Bn hng
Duy tr
Khch hng tt
Dch v/
H tr
Khch hng
Khch hng ri
b cng ty
151
s li nhun v sng st trong mi trng cnh tranh vi cc i th khc. Khi tham gia vo dy
chuyn, t chc phi thc hin c vai tr ca n, nh mua nguyn vt liu t u vi gi r, cht
lng tt chuyn giao sn phm ng s lng v cht lng, ng thi c th sinh ra li nhun.
Supply Chain (SC) v Supply Chain Management (SCM) c hnh thnh t cc tng trn.
7.2.1 Dy chuyn cung cp sn phm (Supply Chain)
l mt mng li gm cc t chc bn l, phn phi, vn chuyn, sn xut v nh cung cp cng tham
gia vo vic bun bn, chuyn giao v sn xut mt sn phm hay bn thnh phm no (hnh 7.5).
Nh vy, mt dy chuyn cung cp phc v cho mt sn phm, khng phc v cho mt t chc no.
Mt t chc c th tham gia vo nhiu dy chuyn cung cp. Mt dy chuyn cung cp c 3 tnh cht
sau:

Hnh 7.5 Mng li dy chuyn cung cp sn phm
1. Bao gm tt c cc hot ng v x l cn thit cung cp sn phm cui cng cho khch hng
2. C nhiu t chc (doanh nghip) tham gia vi vai tr khc nhau. C 4 vai tr c bn trong dy
chuyn: khch hng, nh phn phi-bn l, nh sn xut v nh cung cp.
Khch hng: l c nhn hoc t chc to ra yu cu trn dy chuyn, l i tng phc v
(bn hng) ca cc nh cung cp sn phm.
Nh phn phi/bn l: l cc knh phn phi bn hng ca dy chuyn, nhm p ng trc tip
cho khch hng t sn phm ang lu tr trong kho hoc chuyn yu cu n nh sn xut nu
kho khng p ng c.
Nh sn xut: Da trn yu cu nhn c quyt nh sn phm v k hoch thc hin. Cc
quyt nh c th a n k hoch thc hin di hn hoc ngn hn, v t pht sinh ra cc
t t mua nguyn vt liu khc nhau v khc vi mc cn thit lm ra sn phm.
Nh cung cp: nh sn xut t yu cu vi nh cung cp v cc loi vt t nguyn liu da trn
k hoch sn xut, v t hng theo tng t. Nh vy k hoch giao hng ca nh cung cp cn
phi va kp lc (Just in time) vi k hoch sn xut ca nh sn xut.
T chc,
doanh
nghip
Mng li cung
cp nguyn liu
Mng li phn
phi sn phm
152
3. Mt khch hng c th l mt nh cung cp cho mt khch hng khc, to ra mi quan h cung -
cu trn ton b dy chuyn. cho n gin, chng ta c th xem dy chuyn ch gm c mt
chui cc khch hng v cc nh cung cp an xen nhau.
7.2.2 Qun l dy chuyn cung cp sn phm (Supply Chain Management)
L mt tp hp cc hot ng lin kt cc nh cung cp, sn xut, phn phi vi mc ch cung cp
sn phm hng ha cht lng cao cho khch hng ng v tr, ng thi im, ng s lng vi
mc ch chung l lm gim chi ph thc hin yu cu v lm tha mn cho cc mc cht lng dch
v. S khc bit c bn ca SCM vi cch sn xut truyn thng l k hoch hp tc gia cc t
chc lm gim bt ri ro do khng chc chn. V cu trc, SCM gn kt cc dng vt cht, dng
thng tin v dng tin t trong mt mng li gm khch hng, nh cung cp, nh sn xut v nh
phn phi gim bt cc loi chi ph v gia tng gi tr cho sn phm/dch v (Hnh 7.6).

Hnh 7.6 Supply Chain Management
Cc dng (vt cht, thng tin, tin t) c th lu chuyn theo 2 hng (Hnh 7.7): 1. chiu ln t
khch hng n nh cung cp, v 2. chiu xung t nh cung cp n khch hng. Cc dng vt
cht, thng tin v tin t th hin gi tr m khch hng c th cung cp c cho dy chuyn qua
hnh thc tin tr cho cc sn phm, dch v m h yu cu c gi l chiu ln (upstream), hoc
value chain (dy chuyn gi tr).
153

Hnh 7.7 Value Chain v Supply Chain
Value chain th hin yu cu v kh nng chi tr cho yu cu ca khch hng i vi sn phm m
nh cung cp c th bn cho khch hng. V sn phm do nhiu nh cung cp gp phn lm ra, nn
value chain th hin s phn b gi tr thu c ca cc nh cung cp. Nh vy, mt nh cung cp
thng quan tm n 2 vn : (1) ai l khch hng, v (2) h c gi tr g.
Gi tr ca khch hng (tin mua hng) c kim sot bi gi tr ca th trng (do cnh tranh) v
c hnh thnh t 3 lp ga tr: (1) gi tr ca sn phm, (2) gi tr ca cc dch v cng thm bao
quanh gi tr ca sn phm lm hi lng khch hng, v (3) gi tr s dng mang n s thnh
cng cho khch hng khi s dng sn phm v dch v, do cc h thng CRM ca cc nh cung
cp thng ch trng gip cho khch hng nhn thc c gi tr m h nhn c t sn phm v
dy chuyn cung cp sn phm. Ngc li, kim sot vic cung cp nguyn vt liu trn dy
chuyn, cc khch hng thng thit lp b phn qun l cc nh cung cp (Supplier Relationship
Management, SRM) bo m (1) chn c ng nh cung cp, (2) nh cung cp tha mn cc
tiu chun cung cp hng, (3) cc hp ng c thc hin ng theo cam kt v (4) c chnh sch
ph hp duy tr mi quan h vi nh cung cp.
Cc hot ng to ra sn phm t cc nguyn vt liu mua vo to thnh chui dy chuyn cung cp
sn phm gi l chiu xung (downstream). Nhng nh cung cp sn phm hoc bn thnh phm
cng nhau chia s gi tr th trung ca sn phm lm ra t dy chuyn cung cp, do cc hot ng
khng gp phn lm tha mn yu cu ca sn phm l nhng hot ng khng cng thm gi tr
(non-value-added activities) cn phi hn ch, hay ni cch khc, h cn gii quyt nhng vn sau:
1. Ti u ha mng li hp tc cung cp sn phm dch v, da trn s xem xt nh gi s lng,
v tr v nng lc ca cc thnh vin trn dy chuyn.
2. Thit lp quan h i tc chin lc gia cc thnh vin bng cc knh thng tin, vt cht v tin
t cho cc sn phm/dch v quan trng hoc di hn.
3. Hp tc thit k, sn xut, v cung cp sn phm n tha hng c u th ca dy chuyn,
nh sn phm c tnh nng vt tri trn th trng, rt ngn thi gian p ng th trng, cung
cp sn phm c th (customized products), hay gim chi ph. Nh vy, tin trnh lm ra sn
phm ca dy chuyn l s tch hp nhiu tin trnh vt tri ca nhiu thnh vin tham gia vo
dy chuyn.
154
4. Thit lp c s h tng thng tin nh Data-Warehouse, Corporate Database, Online Services cho
cc hot ng qun l trn dy chuyn, chia s cc quyt nh (mua, bn, sn xut, hy b,...)
v k hoch hp tc thc hin nhm gim thiu s khng chc chn, thiu thng tin, sai thng tin,
hoc lng ph do lm trc.
S khng chc chn (uncertainty). S cn i gia cung v cu l mc ch cao nht trong vic
qun l dy chuyn cung cp, nhng iu kh t c do tnh khng chc chn trong mi
quan h cung-cu. V d, khng chc chn trong vic d bo nhu cu, tnh chi ph thit k sn
phm t hng hay cung cp sn phm ng thi hn u gy ra nhiu hot ng khng c li,
nh tch ly hng ha nhiu hn mc cn thit, hoc sn xut d tha.
Thiu thng tin. Dng thng tin trn dy chuyn l c s vn hnh cc dng vt cht v tin t
c lin quan. Cc dch v cung cp thng tin trc tuyn trn website l cch ph bin nht
cung cp thng tin hp tc trn dy chuyn. Tuy nhin, thng tin thiu hoc lc hu (v d, danh
mc v s lng hng cung cp trn website c cp nht khng thng xuyn) lm cho cc k
hoch thc hin ca cc bn lin quan (nh sn xut, phn phi, bn l) da trn s tim n
nhiu ri ro.
Sai thng tin (bullwhip effect). Trn dy chuyn, yu cu t khch hng u cui cho n nh
cung cp nguyn liu c th c truyn t thiu trung thc m hu qu l qua nhiu ln trung
chuyn, yu cu cng b sai lch (hnh 7.8). Do , chia s thng tin v yu cu pht sinh v kh
nng p ng ca tng thnh vin trn dy chuyn s lm hn ch cc sai lnh ny.

Hnh 7.8 Sai thng tin trn dy chuyn (Bullwhip effect)
Lm trc (lead-time). Mi cng vic to sn phm u cn c thi gian v ngun lc hon
tt, trong khi nhu cu sn phm pht sinh ngu nhin t khch hng. sn sng p ng cho th
trng trong tnh hung ngun lc b hn ch, cc t chc thng lm trc mt s lng sn
phm trc khi bit chnh xc nhu cu thc s i vi sn phm. iu ny gy ra s dao ng ln
trong cch cung cp sn phm (tha hoc thiu so vi nhu cu). Do , nu cc t chc cng chia
s cc k hoch thc hin v hp tc sn xut (outsourcing) s lm gim bt ri ro ny.
155
7.3 H THNG THNG TIN QUN L NGUN LC (Enterprise Resource
Planning, ERP)
qun l cc tin trnh sn xut trong t chc, mi b phn chc nng (nh bn hng, sn xut,
phn phi, thu tin) phi t thit lp h thng x l d liu v thng tin ring, do thc hin mt
dch v chung tri rng trn nhiu b phn (nh x l yu cu t hng) th d liu phi c vn
chuyn bng nhn cng gia cc h thng (Hnh 7.9). iu ny gy ra nhiu bt li cho t chc
nh thi gian x l yu cu b tr hon, d liu d b tht lc hoc sai st khi nhp liu. Do , mc
ch u tin ca ERP l tch hp cc h thng con gim thao tc nhn cng.

Hnh 7.9 Trc khi p dng ERP
ERP l mt kin trc h thng (phn mm, quy trnh) qun l cc dng thng tin v x l thng tin
thng nht gia cc b phn trong t chc, chia s thng tin mt cch nhanh chng, tin cy v nht
qun trong t chc (Hnh 7.10).

Hnh 7.10 Sau khi p dng ERP
Vi kin trc ny, d liu c chun ha bng cc biu mu chung v c nhp mt ln vo CSDL
chuyn i thnh thng tin dng chung cho tt c cc b phn khc trong t chc bng cc chc
nng x l t ng ca phn mm ERP v cc quy trnh khai thc thng nht.
S tch hp thng tin v cc knh x l thng tin vo trong mt mi trng thng nht a n nhiu
li ch to ln cho t chc. Li ch c bn ca ERP l d truy cp n thng tin tch hp (ni dung sc
156
tch, phong ph) v ng tin cy (c kim sot). Ngoi ra, ERP cn lm gim d liu d tha v hp
l ha cc x l trn thng tin, rt ngn thi gian thc hin v tng nng lc p ng yu cu.

Chng ta hy xem mt v d minh ha v vic x l yu cu bng h thng ERP (Hnh 7.11). Khi
khch hng t yu cu v sn phm/dch v (1) m t chc c th cung cp, h thng ERP s tin
hnh cng vic nh gi (2) xc nh gi v k hoch chuyn giao da trn thng tin ca khch hng
(3) v nng lc p ng (nguyn vt liu v ngun lc ca t chc ti thi im ) (4), cc thng tin
ny c ly t kho d liu ca t chc. Nh vy gi, ngy chuyn giao v cc mc chuyn giao (sn
phm, dch v) c hnh thnh t thng tin c cp nht mi nht phc v cho tng khch hng
hoc n t hng (p ng cho nhu cu c nhn hay a dng ha sn phm). Nu ngi khch hng
chp nhn cc iu khon v gi, h thng s xc nhn yu cu bn hng (5) v chuyn n cc b
phn c lin quan x l nh sn xut, chuyn giao (6) v lp ha n (7). Ton b quy trnh c
cc b phn chc nng iu khin v c thit k t ng ha mc cao nht ty thuc vo trnh
ng dng cng ngh thng tin ca t chc:
1. MRP (Material Requirement Planning, 1970s). MRP gm mt tp cc th tc chuyn nhu cu
c d bo cho sn phm thnh k hoch sn xut ra sn phm. MRP ch gii hn vic iu
khin dng vt cht cho sn phm, v khng iu khin sn xut.
2. MRP II (Manufacturing Resource Planning, 1980s). MRP II c ci tin t MRP hng n
iu khin sn xut, v tch hp cc hot ng sn xut thnh mt h thng nht. MRP II phi
hp cc tin trnh sn xut cho php nhiu cng vic lin kt nhau nh d bo nhu cu, qun l
yu cu, lp k hoch sn xut v phn phi. Tuy nhin, MPR II ch phc v cho chc nng sn
xut; d liu v x l ca n khng tch hp vi cc chc nng khc nh tip th, ti chnh hoc
nhn s.
3. ERP (Enterprise Resource Planning, 1990s). ERP cung cp mt phng tin chia s thng tin v
tch hp x l ca nhiu chc nng khc nhau trong t chc. ERP c thit k nhm lm tha
mn yu cu ca khch hng, v ti u ha cc tin trnh x l yu cu bn trong t chc. ERP
khng tch hp SCM hay CRM.
4. ERP II (Extended ERP, 2000s). ERP II l mt ERP hng n ti u ha cc tin trnh x l bn
trong ln bn ngoi t chc (c tch hp SCM, CRM).
Thng tin ca
khch hng
Yu cu ca
khch hng
Nguyn liu
& ngun lc
nh gi
X l Chuyn giao In ha n
1
2
3 4
5 6 7
Hnh 7.11 V d x l yu cu ca khch hng
157

TM TT NI DUNG
Cc h thng thng tin tch hp c hnh thnh l tr gip cho t chc tn dng cc loi ngun
lc sn c trong t chc hoc trong x hi, sp xp ngun lc cho cng vic mt cch ti u nht
to ra li nhun cao hn.
CRM l mt h thng qun l kho thng tin chung v khch hng, v qun l thng nht cc knh
thng tin (Marketing, Sales, Services) lin quan n ngun ti nguyn ny (cp nht hoc s dng
thng tin), tr gip cho doanh nghip qun l mi quan h vi tng khch hng. CRM c 3 chc
nng chnh: phn khc khch hng, giao tip khch hng v duy tr khch hng.
SCM l mt h thng lin kt cc cc hot ng cung cp nguyn liu, sn xut, phn phi bn sn
phm lm gim chi ph thc hin yu cu bng cch phi hp cc u th vt tri ca tng thnh
vin trong dy chuyn theo mt k hoch hp tc v chia s thng tin chung. Dy chuyn cung cp
sn phm c hnh thnh t 2 dng upstream (th hin li nhun thu v) v downstream (th hin
sn phm cung cp).
ERP l mt kin trc h thng phn mm, quy trnh qun l cc dng thng tin v cc x l thng tin
thng nht gia cc b phn trong t chc, ti u cc hot ng sn xut, kinh doanh ca t chc.

CU HI N TP
1. Nhng nguyn nhn no a n vic hnh thnh cc h thng thng tin tch hp ?
2. Hy cho bit u im ca h thng thng tin qun l tch hp so vi h thng qun l chia theo
chc nng.
3. Nguyn nhn no lm hnh thnh ra h thng CRM ?
4. Hy cho bit nguyn tc tip cn c bn thit lp h thng CRM, v cc vn t ra cho
CRM.
5. Hy cho bit ngha ca cc chc nng giao tip khch hng v duy tr khch hng i vi CRM.
6. Hy cho bit ngha ca dy chuyn cung cp gi tr i vi cc thnh vin ca dy chuyn.
7. Hy cho bit cc vai tr chnh tham gia vo dy chuyn.
8. Hy phn bit gia downstream v upstream ca dy chuyn.
9. Hy cho bit tc ng qua li gia hai vai tr: khch hng v nh cung cp trong dy chuyn.
10. Hy cho bit nhng mc tiu chnh ca SCM.
11. Hy cho bit nguyn nhn pht sinh, ngha v tc hi ca bullwhip effect.
158
12. Hy cho bit vai tr v li ch ca h thng ERP trong t chc.

CHNCU TR LI NG
13. L do hnh thnh cc h thng thng tin tch hp l
a) gim bt s c lp thng tin gia cc b phn chc nng
b) to iu kin cho mi nhn vin pht huy nng lc ca mnh
c) tng cng kh nng hp tc gia cc ngun lc thc hin mc tiu ca t chc
d) C a, b v c u ng
14. Mc ch ca CRM (Customer Relationship Management) l
a) Gip t chc hiu r gi tr ca mi khch hng
b) Gip mi khch hng hiu r gi tr ca t chc
c) Lm cho sn phm bn c nhiu hn
d) C a, b v c u ng
15. Trong SCM, gi tr (tin) thu c ca mt t chc c sinh ra t .
a) Nng lc t kinh doanh ca t chc trn th trng
b) Nng lc cnh tranh ca t chc trn dy chuyn
c) S chia s li nhun gia cc t chc hp tc trn dy chuyn
d) Khng phi cc cu trn
16. Trong SCM, gi tr m khch hng cung cp cho dy chuyn c th hin trn
a) Dng thng tin
b) Dng tin t
c) Up-stream (chiu ln)
d) Down-stream (chiu xung)
17. H thng ERP
a) Ch s dng cho cc x l giao dch vi khch hng
b) S dng ring cho cc hot ng qun l kho vt t
c) Ch s dng c trong mt b phn (phng ban) ca t chc
e) Tch hp x l ca cc b phn khc nhau phc v cho mc tiu chung

159
TI LIU THAM KHO
1. A Case for Analytical Customer Relationship Management, Jaideep Srivastava1, Jau-Hwang
Wang, Ee-Peng Lim, and San-Yih Hwang, 2002
2. How to Build Valuable Customer Relationships, Richard Heygate, http://www.crm-forum.com/
library/ sophron/ sophron-022/ brandframe.html
3. Value Chains Versus Supply Chains, Andrew Feller, Dr. Dan Shunk, and Dr. Tom Callarman,
2002
4. From Customer Relationship Management (CRM) to Supplier Relationship Management (SRM),
Andre Lang et al., 2002, HEC Lausanne.
5. ESSENTIALS of Supply Chain Management, Michael Hugos, 2003, John Wiley & Sons.
6. The role of marketing in supply chain management, Soonhong Min & John T.Mentzer,
http://www.emerald-library.com
7. Supply Chain Management, Jayachankar M.Swaminathan, 2001
8. Supply Chain Redesign: Transforming Supply Chains into Integrated Value Systems, Robert B.
Handfield, Ernest L. Nichols, 2002, Financial Times Prentice Hall, ISBN : 0-13-060312-0
9. ERP & Data Warehousing in Organizations: Issues and Challenges, Gerald Grant, 2003, Idea
Group Publishing ISBN:1931777497
Bi gii cho bi tp chng 3
160
BI GII CHO BI TP CHNG 3
Bi tp DFD 1. Mt ca hng bn qun o mun thit lp mt h thng gim st bn hng. Ca hng
s dng bn copy ca cc bin lai thu tin c giao khch hng cp nht h s hng bn
(Goods Sold File), h s hng tn kho (Inventory File), v h s doanh thu (Sales Total File). Ca
hng s dng cc h s ny pht sinh bo co t mua thm hng cho nh kho v bo co cho
ngi qun l. Hy v lc ng cnh v DFD level 0 cho h thng.
C 3 i tng Khch hng, Kho v Ngi qun l l nhng i tng nm bn ngoi h thng
(thuc v mi trng ca h thng). y l cc i tng pht sinh d liu hoc tiu th d liu
ca h thng, v chng ta khng quan tm n chng hot ng nh th no.
Lc ng cnh

Lc DFD-0

Trong lc c 3 Datastore Hng bn, Hng tn kho v Doanh thu; mi Datastore lu tr b
d liu c th tung ng vi tn gi ca chng, trong m t khng ch tng minh cc loi d
liu ny, do chng ta c th t tn d liu cp nht cho ph hp vi ni dung lu tr ca cc
Datastore.

KHCH HNG
0
H thng gim
st bn hng
Yu cu
Mua hng
Bin lai
thu tin
Bo co
Qun l
NGI
QUN L
KHO
Bo co
t hng
KHCH HNG
1.0
Bn hng
Yu cu
Mua hng
Bin lai thu tin
Bo co
Qun l
NGI
QUN L
KHO
Bo co
t hng
2.0
Cp nht
h s
Bin lai
(Bn sao)
3.0
Pht sinh bo
co mua hng
Hng bn D1 Hng tn kho D2 Doanh thu D3
Hng bn Hng xut kho Tin bn hng
4.0
Pht sinh bo
co qun l
Hng bn
Hng tn kho
Tin bn hng
Hng bn
Hng tn kho
Tin bn hng
161
Bi tp DFD 2. Cng ty Wonder Widget (WWC) c mt h thng gim st cc n t hng t khch
hng. WWC ly m s ca cc mn hng c yu cu t danh mc hng (Master Item Number
List), ly n gi ca mn hng t h s gi (Master Price List), v kim tra mc tn dng ca khch
hng trong h s tn dng (Credit Rating File). Cc phiu t hng c chp nhn s lu trong h s
t hng c chp nhn (Accepted Orders File), cc phiu t hng b t chi c lu trong h s
t hng b t chi (Rejected Orders File). H thng kho c kim tra xem s lng hng c
cho cc phiu t hng c chp nhn khng. Nu , phiu t hng c ph duyt v gi n
trung tm giao hng. Nu khng , phiu s b t chi v a vo h s t hng b t chi. H s
t hng b t chi c dng pht sinh bo co phiu t hng b t chi cho gim c ca
WWC. Hy v lc ng cnh v DFD level 0 cho h thng. Cc t in nghing l ni dung d liu,
cc t gch di l source hoc sink. H thng khng gim st vic giao hng v thanh ton tin.
Lc ng cnh

Lc DFD-0

KHCH HNG
1.0
Kim tra tnh
hp l ca
phiu
Phiu t hng
GIM C WWC
Bo co phiu
t hng b t chi
2.0
Kim tra
kho
4.0
Pht sinh bo
co phiu b
t chi
3.0
Ph duyt v
chuyn i
Phiu b t chi D2 Phiu hp l D1
Phiu hp l Phiu khng hp l
Phiu hp l Phiu b t chi
S lng yu cu
KHO
TRUNG TM
GIAO HNG
Phiu t hng
c duyt
S lng p ng
Phiu c p ng
Phiu b t chi
M s hng, n
gi, Mc tn dng

CC H S
KHCH HNG
0
H thng gim
st n t hng
ca WWC
Phiu t hng
S lng yu cu
KHO
TRUNG TM
GIAO HNG
Phiu t hng
c duyt
GIM C WWC
S lng p ng
Bo co phiu t hng b t chi
M s hng, n
gi, Mc tn dng

CC H S
162
Bi tp DFD 3. Yukky Yuk's Burger l mt quy Kiosque bn bnh m ham-burger v nc ngt cho
khch vng lai. Khi khch hng t mua bnh ti ca s t hng, c nhn vin tip tn ghi vo phiu
v t n ln k mua hng. C u bp c phiu ly t k mua hng v chun b cc nguyn liu cn
thit. Nu cn nguyn liu, c ta s ly chng t t lnh. Nu t lnh ht nguyn liu, c ta s ly
chng t nh kho b sung cho t lnh. Khi thc n c nu xong, c ta s gi li v t chng ln
khai cha. C nhn vin phc v c phiu t k mua hng, ly thc n t khai cha, ly nc ngt
t t lnh v b tt c vo ti chuyn cho c nhn vin bn hng thu tin v giao thc n cho
khch hng ti quy thu tin. Nu t lnh ht nc ngt, c nhn vin phc v s b sung thm t nh
kho. Hy v lc ng cnh v DFD level 0 cho h thng.
Cc lc c v l lc mc lun l cho hin trng, chng ta khng cn m t ai lm g,
u. V vy, cn ch rng x l b sung cho t lnh ch c v 1 ln.
Lc ng cnh

Lc DFD-0

Bi tp DFD 4. Project Inc. l mt cng ty my tnh c khong 500 lp trnh vin v phn tch vin.
Cng ty lu h s v tt c nhn vin, k nng ca h, d n c giao, v ni ang lm vic. Nhn
vin mi c tuyn dng bi trng phng nhn s, da trn d liu trong n xin vic v bo co
nh gi t ngi qun l phng vn cc ng c vin.
1.0
Ghi phiu C Yu cu mua hng
3.0
Phc v
2.0
Ch bin
thc n
K mua hng D1
T lnh D3
Khai cha D2
4.0
Bn hng
Phiu mua hng
Phiu mua hng Phiu mua hng
Nguyn liu Nc ngt
Thc n
Thc n
5.0
B sung cho
t lnh
Nguyn liu C
Nc ngt C
Nguyn liu
Nc ngt
Ti thc n
C Ti thc n Tin C
KHCH HNG
0
Kios
Yukky Yuk
Yu cu
Mua hng
Thc n
KHO
Nguyn liu
Tin
Nc ngt
C
C
C
C
C
163
Cc ng c vin c nng lc c th np n xin vic bt k lc no, n ca h c lu vo h s.
Khi c mt cng vic mi mt trung tm, trng trung tm thng bo cho trng phng nhn s v
gi bn c t cng vic n . Trng phng nhn s s so snh bn c t cng vic vi nng lc
ca cc ng vin ang c trong h s v chn ra 3 ng vin tt nht. Sau , trng phng nhn s
lp lch phng vn gia trng trung tm v 3 ng vin. Sau khi phng vn, trng trung tm gi bo
co nh gi mi ng vin cho trng phng nhn s. Trng phng nhn s quyt nh tuyn dng
da trn bo co nh gi, n xin vic v c t cng vic, v gi th thng bo kt qu tuyn dng
n trng trung tm v ngi c phng vn. Mt h s c to mi cho nhn vin mi, gm
n xin vic v bo co nh gi. Nhn vin mi cng c hi v cc tha thun v ghi vo h s.
Cc n xin vic ca cc ng vin khng c chn c a tr vo h s xin vic. Tt c cc n
xin vic c lu trong mt nm sau hy b. Hy v lc ng cnh v DFD level 0 cho h
thng tuyn dng.
Lc ng cnh:

Lc DFD-0:
NGI XIN VIC
0
H thng tuyn
dng nhn s
n xin vic C
Lch phng vn C
TRNG
TRUNG TM
CM t cng vic
Thng bo thuyn dng C
C Lch phng vn
CBo co nh gi
Thng bo tuyn dng
Cc tha thun
H S NHN VIN
H s xin vic, bo co nh gi , cc tha thun

164

1.0
Lu h s xin
vic
C H s xin vic
3.0
Tuyn dng
2.0
Chn ng
vin
H s xin vic D1
4.0
Ghi nhn
tha thun
H s xin vic
M t
cng vic
H s xin vic
H s xin vic (khng tuyn)
M t cng vic C
Lch phng vn C,C
H s
xin vic
Bo co nh gi C
Th thng bo thuyn dng ,C
H s xin vic,
Bo co nh gi
Cc tha thun

Cc tha thun
165
Bi tp ERD 1. Hng ha c xut cng trong cc container v mi container c nh danh bi s
ca container, ch n v kch c ca n. i l vn chuyn (Shipping Agent) chu trch nhim gom
nhm cc container vo mt l hng v cho l hng mt s nh danh v gi tr ca l. Cc con tu,
xc nh bi s ca con tu v quc gia ng k, thc hin cc chuyn hi trnh, mi chuyn hi trnh
mang mt s l hng i n ch ca chng. Mi chuyn hi trnh c cho s hi trnh v trng ti.
Hy v luc ERD ch ra tt c cc thc th, thuc tnh , quan h v cardinality ca quan h.
v cc ERD, chng ta cn xc nh cc thc th trc, sau l quan h gia cc thc th, v cui
cng l cc thuc tnh cho thc th v quan h. Cc t gch di l cc thc th, v cc ng t in
nghin l cc quan h gia cc thc th. Trong m t khong nu r cardinality (s ca quan h), do
s ca quan h c to ra bng cch suy din. Ngoi lc sau cn c nhiu lc khc c th
ph hp vi m t trn.

Bi tp ERD 2. Mt cng ty c mt s phng, mi phng c s phng (duy nht), tn v v tr. Mi
phng c nhiu nhn vin, nhng mt nhn vin ch lm vic cho mt phng. Mi nhn vin c s
nhn vin (duy nht), tn y (gm h, tn m v tn), v mc lng. Cng ty cng lu tn, gii
tnh, ngy sinh ca nhng ngi thn ca nhn vin. Cng ty c nhiu d n v lu s d n (duy
nht) v v tr cho mi d n. Cc nhn vin c th tham gia nhiu d n, nhng mi d n ch c mt
ngi qun l. Cng ty mua hng t nhiu nh cung cp thng qua cc d n ca n, v lu h s v
nh cung cp gm s, tn, tnh trng v thnh ph. Cng ty cng lu m s hng, m t, s ca nh
cung cp, v s lng hng c cung cp. Hy v ERD cho h thng ny.
Nhn vin c ngi thn c v bng thuc tnh Nhm lp li (Tn, Gii tnh, Ngy sinh) c
m t nh trong phn 3.4.3.

HNG HA CONTAINER
L HNG
HI TRNH CON TU
Xut
cng
Gom
vo
Mang
Thc
hin
I L C
S
ch n
Kch c
S
Gi tr
S
Trng ti
S
Quc gia
166

Bi tp ERD 3. Trong mt bnh vin, mi c nhn lm vic hoc lin h vi bnh vin nh nhn vin,
bc s (l mt nhn vin ca bnh vin) v bnh nhn u c bnh vin lu s chng minh nhn
dn, a ch thng tr, ngy sinh, s in thoi lin lc. Ngoi ra, mi i tng c lu thm
thng tin ring: Mi nhn vin c thm ngy tuyn dng, chc danh cng vic. Mi bc s c thm
chuyn mn, k nng, phng lm vic. Mi bnh nhn c thm ngy khm u tin bnh vin, v
cc bnh pht hin. Mi bnh nhn ch do mt bc s iu tr. Mt bc s c th iu tr cho nhiu
bnh nhn hoc khng. Mi nhn vin c phn cng lm vic trong mt khoa iu tr (nh sn
khoa, khoa nhi, khoa X quang, khoa cp cu). Mi khoa c th c nhiu gng bnh, nhng cng c
th khng c gng bnh no nh khoa X quang. Mi ging c s gng (duy nht), v s phng.
Bnh nhn li bnh vin th c cho 1 ging; ngy nhn v ngy tr c ghi nhn li. Khi khm
bnh, thi gian, ngy v kt lun ca bc s khm bnh cho bnh nhn phi c ghi vo h s. Hy
v lc ERD cho bnh vin.
Quan h l (is a) l quan h dng m t thm cho thc th, v d: nhn vin l mt c nhn:
Mt c nhn c th l mt nhn vin, c th khng; mt nhn vin chc chn l mt c nhn. Nh vy
mt nhn vin tha k c tt c nhng thuc tnh chung ca cc c nhn, do chng ta khng cn
m t li cc thuc tnh ny cho nhn vin.
PHNG NHN VIN
D N
HNG
NH CC
Thuc

Mua
hng
CNG TY
C

Tham
gia
MS
Tn
Mc lng
S
Gi tr
MS
M t
S
Thnh ph
Ngi thn
Tn
Gii tnh
NgySinh
Qun
l
Tn

Tnh trng
S lng
S
Tn
V tr
167

BNH NHN
KHOA
C
Khm,
iu tr
Chuyn mn
S ging
Cc bnh
Ngy tuyn
L
Ngy nhn

Chc danh
Ngy
khm u
C NHN
CMND
a ch Ngy sinh
ST lin h
L BC S
L
K nng
Phng lm vic
GING
S phng
Cp
cho
Ngy tr

Thuc
Thi gian
Kt lun
Ngy

NHN VIN
168
BI GII CHO BI TP CHNG 4
1. Gi s bng quan h COURSE gm cc thuc tnh name, dept, year, semester, instructor.
Ty theo cch thit lp, mi kha c lit k sau y s mang ngha khc nhau trong thc t.
Hy s dng khi nim ph thuc hm gii thch ngha ca tng kha sau:
(i) name (ii) name,instructor
Trong chng 4, chng ta bit rng tt c cc thuc tnh khng phi l kha th ph thuc hm vo
kha, c ngha l vi mt gi tr kha cho trc, mi thuc tnh khng kha khc ch c mt gi tr
duy nht tng ng vi gi tr kha cho. Nh vy, ta c th kt lun l:
(i) Vi mt tn mn hc cho trc (name), chng ta ch c mt khoa ph trch, mn hc ny ch dy
trong mt nm no , trong mt hc k no v ch do mt ging vin dy.
(ii) Vi mi mn hc v ging vin dy mn ny (name, instructor), chng ta ch c mt khoa ph
trch (dept), ging vin ch dy mn trong 1 hc k no , v ch dy trong 1 nm no .

2. V ERD sau y thnh lc quan h dng chun 3NF.

Khi v, chng ta cn tch ng thi tt c cc thuc tnh lp (B,C) thnh cc bng quan h R1, R2 s
dng A lm thuc tnh lin kt vi kha A trong bng R. Lc ny l lc quan h dng
chun 3 v khng c thuc tnh khng kha, v khng cha ph thuc hm bt cu.

3. Gi s ta c bng quan h R(A,B,C,D,E) vi kha chnh A,B v ph thuc hm CD v D
E. Hy chuyn quan h ny sang dng chun 3NF.

Bng R l bng chun 2 v cc thuc tnh khng kha ph thuc hm ton b kha, nhng n c
cha ph thuc hm bt cu nn n khng dng chun 3. Cc bc thc hin tun t nh sau:
B ph thuc hm DE trong R, ta s c 2 bng R
1
(D, E) v R
x
(A, B, C, D) trong D l thuc
tnh lin kt R
x
vi R
1
. R
x
l bng vn cn ph thuc hm bt cu A,B C D.
B ph thuc hm CD trong R
x
, ta s c 2 bng R
2
(C, D) v R
3
(A, B, C) trong C lin kt R
3
vi
R
2
. Cc bng R
1
,R
2
, v R
3
u dang chun 3. Lc c v li nh hnh sau:

A
A B A C R
1
R
2

R
A B C C D D E R
1
R
2
R
3

A
B
C
R
169
4. Quan h MEETING c cc thuc tnh v kha nh sau:
MEETING(CourseName, CourseTitle, Day, Time, BuildingName, Room#, Address)
Address ph thuc hm vo BuildingName
CourseTitle ph thuc hm vo CourseName
2NF hay 3NF, hy chuyn n sang dng 2NF v 3NF.

Trong quan h COURSE, thuc tnh khng kha CourseTitle ch ph thuc hm vo CourseName m
khng ph thuc hm vo ton b kha, vy bng khng dng chun 2. Ta cn tch thuc tnh
CourseTitle ra khi bng. Lc quan h sau khi chuyn sang dng chun 2 nh sau:

Bng MEETING vn cn c ph thuc hm BuildingName Address. Vy ta tch Address ra khi
MEETING bng khng cn ph thuc hm

Cc bng MEETING, COURSE v BUILDING u dng chun 3 do lc ny thuc 3NF.

5. Quan h BUILDING c cc thuc tnh v kha nh sau:
BUILDING(Street, Street#, City, OwnerName, OwnerAddress, PropertyTax).
OwnerName ph thuc hm vo street, street#, city
PropertyTax ph thuc hm vo street, street#, city
OwnerAddress ph thuc hm vo ownerName
2NF hay 3NF, chuyn n sang dng 2NF v 3NF.
Vi cc ph thuc hm m t nh trn, tt c cc thuc tnh khng kha u ph thuc hm hon
ton vo kha, do bng dng chun 2NF. Tuy nhin bng vn cn ph thuc hm bt cu kha
CourseName CourseTitle COURSE
CourseName Day Time BuildingName Room#
Address
MEETING
BuildingName BUILDING
CourseName CourseTitle COURSE
CourseName Day Time BuildingName Room# Address MEETING
170
ownerName ownerAddress. Sau khi b ph thuc hm bt cu ny, ta c lc sau y l
lc quan h thuc dng chun 3.

6. Mt CSDL c 2 bng quan h nh sau
Order( order# ,date, customerID, lastName, firstName, province, amount, taxRate)
ProductOrdered( order#, product# , productDesc, quantity, price)
CSDL ny khng dng 2NF v c cc ph thuc hm:
customerID lastName, firstName, province, taxRate
province taxRate
product # productDesc, price
Hy chuyn lc CSDL ny thnh dng 2NF, v 3NF.
(i) B ph thuc hm bt cu CustomerID province taxRate ca ORDER

(ii) Tip tc b ph thuc hm bt cu order# customerID lastName, firstName, province

(iii) Chuyn bng PRODUCTORDERED sang dng chun 2:

PRODUCT
Order# Product# quantity
PRODUCTORDERED
Product# productDesc price
TAX Order# date
customerID lastName province
ORDER taxRate
firstName
amount province customerID
CUSTOMER
TAX
Order# date customerID lastName province ORDER
taxRate
firstName amount
province
OWNER
Street Street# City ownerName PropertyTax BUILDING
ownerName ownerAddress
171

(iv) Cc bng ny cng thuc dng chun 3. Kt ni hai lc , ta c luc sau dng chun 3:

7. Mt hng xe hi c CSDL lu cc thng tin sau:
Thng tin v nh cung cp (Suppliers)
Mi nh cung cp c hng xe hi gn mt s nh danh Supplier# phn bit nhau
Mi nh cung cp c tn (SupplierName), v thnh ph (SupplierCity)
Mi nh cung cp cung cp 1 hoc nhiu ph tng cho xe
Thng tin v ph tng xe (Parts)
Mi ph tng xe c mt tn (PartName), s nh danh (Part#) v gi (PartPrice)
Mi ph tng c cung cp bi 1 hay nhiu nh cung cp
Part# l s dng phn bit cc ph tng xe vi nhau
Thng tin v t cung cp (Supply)
Mi t cung cp c nh cung cp cung cp mt ph tng
Mi t cung cp c s lng(quantity), ngy (date), tn b phn (partName), thnh ph ca
nh cung cp (SupplierCity), v m vng ca nh cung cp (Supplier_Postal)
Gi s hng bit c cc quan h ph thuc nh sau:
S lng trong mi t cung cp hng ph thuc hon ton vo supplier#,part#,date
PartName c xc nh bi Part#
SupplierCity,SupplierPostal ph thuc vo Supplier#
Nu bit SupplierPostal, ta s bit c SupplierCity
a) Hy v lc ERD cho CSDL.
b) Chuyn lc ERD sang bng quan h v chun ha thnh dng 3NF.

TAX Order# date
customerID lastName province
ORDER taxRate
firstName
amount province customerID
CUSTOMER
PRODUCT
Order# Product# quantity
PRODUCT
ORDERED
Product# productDesc price
172

Lc ERD:

Chuyn sang bng quan h:

Din gii cho cc m t:
S lng trong mi t cung cp hng ph thuc hm hon ton vo supplier#,part#,date:
supplier#, part#, date quantity (1)
PartName c xc nh bi Part# :
Part# PartName (2)
SupplierCity,SupplierPostal ph thuc vo Supplier# :
Supplier# SupplierCity,SupplierPostal (3)
Nu bit SupplierPostal, ta s bit c SupplierCity :
SupplierPostal SupplierCity (4)
Nh vy, t (1) ta bit rng kha ti thiu cho bng SUPPLY phi l Supplier#, Part#, Date
Bng SUPPLY khng phi l bng dng chun 2 v m t (2) v (3), do cn phi tch
SupplierPostal v SupplierCity ra khi bng to thnh 2 bng mi l
SUPPLY1(supplier#, part#, Date, PartName, quantity), v
SUPPLIER1(Supplier#, SupplierPostal, SupplierCity).
V bng SUPPLIER1 cng m t cho nh cung cp, nn cn phi trn n vi bng SUPPLIER to
thnh bng SUPPLIER2 (Supplier#, SupplierName, SupplierPostal, SupplierCity). y l bng thuc
Supplier# SupplierName SupplierCity
PartName
SUPPLIER
Part# PartPrice PART
SupplierPostal SupplierCity PartName Date Quantity Part# Supplier#
SUPPLY
SUPPLIER PART
Supply

Supplier#
SupplierName
SupplierCity
PartName
Part#
PartPrice
SupplierPostal

SupplierCity
PartName
quantity
date
173
chun 2 (bng ch c kha l mt thuc tnh). T (4) ta bit rng c mt ph thuc hm bt cu trong
bng SUPPLIER2:
Supplier# SupplierPostal SupplierCity
Do , ta cn phi b ph thuc hm bt cu ny c quan h dng chun 3. Sau khi b ph thuc
hm bt cu, ta c 2 bng mi:
SUPPLIER3 (Supplier#, SupplierName, SupplierPostal), v
SPOSTAL (SupplierPostal, SupplierCity)
T (2) ta bit rng bng SUPPLY1 cn phi c chuyn sang dng chun 2 bng cch tch thuc
tnh partName ra khi bng, v trn vi bng PART. Do ng ngha nn sau khi trn bng PART s
khng thay i. Bng SUPPLY1 tr thnh SUPPLY2 (supplier#, part#, Date, quantity). y l bng
thuc chun 3.
Kt hp cc bng ta c lc chun 3 nh sau:

8. Cho cc quan h sau:
Shop(shop_id,name)
Album(album_id,title)
Sells(shop_id,album_id,price)
Gi s d liu trong cc bng ny c. Hy vit cu lnh SQL lit k tn ca ca hng c bn
album The big bell (Album.title = The big bell)
tm tn ca ca hng c bn Album The big bell, chng ta tm album_id ca Album ny nh
vo bng Album (where album.title=The big bell), v s dng album_id ny lc ra cc shop_id
ca cc ca hng c bn album nh bng Sells (where album.album_id = sells.album_id), v cui
cng lc ra cc ca hng trong bng Shop (where sells.shop_id = Shop.shop_id) trch ly tn.
Cu lnh SQL c vit nh sau:
SELECT title, Shop.name FROM album, Shop, sells
WHERE sells.shop_id = Shop.shop_id and album.album_id = sells.album_id and album.title=The
big bell

Supplier# SupplierName
SupplierCity
PartName
SUPPLIER3
Part# PartPrice PART
SupplierPostal
Date Quantity Part# Supplier#
SUPPLY2
SupplierPostal SPOSTAL
174
9. Cng ty Eversure Consulting Company (ECC) va hon thnh vic phn tch h thng t mua
hng cho khch hng. Cng ty nh gi cc trng s theo cc tiu chun nh sau:
Phn yu cu chc nng: nhp liu c trng s 0.16, t hng 0.16, v truy vn (d liu) 0.12
Phn rng buc: chi ph phn mm 0.16, chi ph phn cng 0.13, thi gian thc hin 0.08,
hun luyn 0.03, tr gip 0.08, v chu k sng (ca h thng) 0.08
ECC tm c 3 cng ty A, B v C cung cp 3 phng n tng ng. ECC so snh v nh
gi cc tiu chun trn v xp hng t mc 0 (thp) n mc 5 (cao) nh sau:
Cng ty A: t mc 5 hu ht cc tiu chun, ngoi tr t hng (3), tr gip (3), truy vn (1).
Cng ty B: t mc 5 cho nhp liu v t hng, mc 4 cho chi ph phn mm, chi ph phn
cng, thi gian thc hin, tr gip; mc 3 cho truy vn, hun luyn v chu k sng.
Cng ty C: t mc 5 cho hu ht cc tiu chun, ngoi tr chi ph phn cng (4), chi ph phn
mm (3), v thi gian thc hin (3).
Vi thng tin trn, hy cho bit cng ty no c phng n tt nht.

Theo m t trn chng ta lp c bng nh gi sau:

Phng n A Phng n B Phng n C
Tiu chun nh gi
Trng
s Hng im Hng im Hng im
Nhp liu 0.16 5 0.8 5 0.8 5 0.8
t hng 0.16 3 0.48 5 0.8 5 0.8
Y
u

c
u

Truy vn 0.12 1 0.12 3 0.36 5 0.6
Chi ph phn mm 0.16 5 0.8 4 0.64 3 0.48
Chi ph phn cng 0.13 5 0.65 4 0.52 4 0.52
Thi gian thc hin 0.08 5 0.4 4 0.32 3 0.24
Hun luyn 0.03 5 0.15 3 0.09 5 0.15
Tr gip 0.08 3 0.24 4 0.32 5 0.4
R
n
g

b
u
c

Chu k sng 0.08 5 0.4 3 0.24 5 0.4
Tng cng 4.04 4.09 4.39
im cho mi phung n trn tng tiu ch nh gi l : im = Trng s * Hng.
Phng n c s im tng cng cao nht l C (4.39 im), vy cng ty C c phng n tt nht.

Mc lc
175

MC LC

LI NI U ............................................................................................................................. 1
CHNG 1: NHNG KHI NIM C BN.......................................................................... 3
1.1 H THNG ............................................................................................................................. 3
1.1.1 H thng v cc yu t to thnh h thng............................................................................. 3
1.1.2 Cc tnh cht ca h thng, suy ngh c h thng (system thinking) ..................................... 5
1.1.3 Phn r h thng ..................................................................................................................... 7
1.2 T CHC................................................................................................................................ 9
1.2.1 T chc theo quan im h thng .......................................................................................... 9
1.2.2 Vn , mc tiu v tin trnh trong t chc ........................................................................ 10
1.2.3 C s thc hin tin trnh: ngun lc v rng buc......................................................... 11
1.3 QUN L............................................................................................................................... 12
1.3.1 Vai tr ca qun l i vi hot ng ca t chc............................................................... 13
1.3.2 Vai tr ca ngi qun l trong t chc............................................................................... 13
1.3.3 Phng php gii quyt vn : vai tr ca thng tin i vi nh qun l.......................... 14
1.3.4 Cc cp qun l v nhu cu thng tin................................................................................... 17
1.4 THNG TIN V D LIU.................................................................................................. 18
1.4.1 D liu v thng tin.............................................................................................................. 19
1.4.2 Vai tr ca thng tin trong t chc....................................................................................... 19
1.4.3 c tnh, cht lng ca d liu v thng tin....................................................................... 20
1.4.4 X l trn d liu v thng tin ............................................................................................. 21
TM TT NI DUNG............................................................................................................... 21
CU HI N TP...................................................................................................................... 22
CHNG 2: H THNG THNG TIN QUN L............................................................... 24
2.1 S HNH THNH H THNG THNG TIN QUN L TRONG T CHC.......... 24
2.1.1 Vai tr ca supply chain ....................................................................................................... 24
2.1.2 Vai tr ca vng hi tip ...................................................................................................... 25
2.1.3 Vai tr ca b phn x l thng tin d liu.......................................................................... 25
2.1.4 Vai tr ca cc chun (standards) v quy tc qun l (business rules) ................................ 28
2.2 CC THNH PHN CA H THNG THNG TIN QUN L................................. 29
2.2.1 Nhn h thng theo chc nng.............................................................................................. 29
2.2.2 Nhn h thng theo cu trc vt l........................................................................................ 30
2.3 C CH VN HNH CA H THNG THNG TIN QUN L............................... 30
2.4 PHN LOI CC H THNG THNG TIN QUN L............................................... 31
2.4.1 H x l giao dch (Transaction Process Systems, TPS) ..................................................... 31
2.4.2 H thng thng tin qun l (Management Information Systems, MIS) ............................... 32
2.4.3 H h tr ra quyt nh (Decision Support Systems, DSS).................................................. 33
2.4.4 H thng tin iu hnh (Executive Information Systems, EIS) ........................................... 34
2.5 LI CH CA H THNG THNG TIN QUN L...................................................... 35
2.5.1 Lm gim bt cc cp qun l trung gian............................................................................. 35
2.5.2 Tch ri cng vic vi v tr lm vic................................................................................... 35
2.5.3 T chc li cc lung cng vic ........................................................................................... 36
2.5.4 Gia tng tnh linh hot cho t chc....................................................................................... 36
2.5.5 Ci tin cc hot ng kinh doanh........................................................................................ 36
TM TT NI DUNG............................................................................................................... 37
CU HI N TP...................................................................................................................... 38
Mc lc
176
CHNG 3: PHN TCH H THNG THNG TIN........................................................... 40
3.1 NHN THC HIN TRNG CA H THNG.............................................................. 40
3.1.1 Tm hiu (kho st) hin trng .............................................................................................. 41
3.1.2 Yu cu ca vic kho st hin trng.................................................................................... 41
3.1.3 Cc phng php kho st hin trng................................................................................... 42
3.2 M HNH HO CC TIN TRNH X L CA H THNG.................................... 44
3.2.1 Lc dng d liu............................................................................................................ 45
3.2.2 M hnh ha tin trnh trong h thng bng DFD................................................................. 47
3.2.3 M hnh ha h thng bng DFD.......................................................................................... 49
3.3 M HNH HA D LIU CA H THNG................................................................... 56
3.3.1 Thc th v quan h gia cc thc th.................................................................................. 56
3.3.2 Thit lp thc th v quan h ................................................................................................ 57
3.3.3 Din t thc th trn lc ................................................................................................. 57
3.3.4 Din t quan h trn lc ................................................................................................. 58
3.3.5 M hnh ha d liu ca h thng......................................................................................... 60
3.3.6 S tung quan gia DFD v ERD ........................................................................................ 61
3.4 PHN TCH U KHUYT IM CA CC QUY TC QUN L............................ 61
3.4.1 Cc tin trnh x l................................................................................................................ 62
3.4.2 D liu lu tr....................................................................................................................... 62
3.4.3 Ti cu trc cc tin trnh (Business Process Reengineering) .............................................. 63
3.5 NH GI TNH KH THI CA CC CI TIN......................................................... 64
3.5.1 Nng lc ca h thng mi i vi cc k hoch pht trin t chc. ................................... 65
3.5.2 Kh nng tha mn cc tiu ch nh gi mc thnh cng (CSFs) ca t chc .............. 65
3.5.3 Phm vi nh hng ca h thng thng tin mi trong t chc. ............................................ 65
TM TT NI DUNG................................................................................................................ 66
CU HI N TP...................................................................................................................... 67
BI TP ............................................................................................................................ 68
CHNG 4: THIT K H THNG THNG TIN.............................................................. 71
4.1 THIT K CC BNG QUAN H .................................................................................... 71
4.1.1 Bng quan h (Relation) ....................................................................................................... 71
4.1.2 Chuyn t thc th sang bng quan h ................................................................................. 72
4.1.3 Chuyn cc quan h trong ERD sang bng quan h ............................................................. 73
4.1.4 Rng buc ton vn d liu................................................................................................... 76
4.1.5 Chun ha bng quan h ....................................................................................................... 77
4.1.6 Trn cc bng quan h .......................................................................................................... 79
4.1.7 S dng cc trng cng thc .............................................................................................. 80
4.1.8 M ha d liu ...................................................................................................................... 81
4.2 THIT K C S D LIU............................................................................................... 82
4.2.1 C s d liu......................................................................................................................... 82
4.2.2 H qun tr c s d liu quan h (Relational DBMS)......................................................... 83
4.2.3 S dng h qun tr c s d liu quan h............................................................................ 84
4.3 THIT K CHC NNG X L....................................................................................... 86
4.3.1 Thit k cc giao tip (interfaces) ......................................................................................... 86
4.3.2 Thit k cu trc x l .......................................................................................................... 90
4.5 C TNH KHI LNG CC X L CA H THNG.......................................... 97
4.6 NH GI CHT LNG CA H THNG ................................................................ 99
4.6.1 Quan im cht lng........................................................................................................... 99
4.6.2 nh gi (o) cht lng ca h thng............................................................................... 100
TM TT NI DUNG.............................................................................................................. 101
Mc lc
177
CU HI N TP.................................................................................................................... 102
BI TP ......................................................................................................................... 103
CHNG 5: NG DNG H THNG............................................................................. 107
5.1 PHT TRIN PHN MM............................................................................................... 107
5.1.1 Lp trnh ............................................................................................................................. 107
5.1.2 To c s d liu ................................................................................................................ 109
5.2 KIM TH.......................................................................................................................... 110
5.2.1 Nguyn tc kim th........................................................................................................... 111
5.2.2 o nng lc kim th......................................................................................................... 111
5.2.3 K thut kim th phn mm............................................................................................. 112
5.3 CI T H THNG........................................................................................................ 112
5.4 CHUYN I H THNG............................................................................................... 113
5.5 LP TI LIU V QUN L CU HNH..................................................................... 115
5.5.1 Lp ti liu.......................................................................................................................... 115
5.5.2 Qun l cu hnh................................................................................................................. 115
5.6 HUN LUYN.................................................................................................................... 115
5.7 H TR S DNG............................................................................................................ 116
5.8 CI TIN H THNG...................................................................................................... 116
5.9 CC YU T THNH CNG CA H THNG CBIS............................................... 117
5.9.1 Hoch nh chnh xc nhng g h thng thng tin qun l cn phi lm......................... 117
5.9.2 H thng cn phi c thit k mm do n c th p ng yu cu thay i............ 117
5.9.3 Qun l tt cc yu cu v cc thay i bo m cht lng cho h thng. ................. 118
5.9.4 H thng phi c chuyn giao trn vn cho vn hnh & khai thc. ............................... 118
TM TT NI DUNG............................................................................................................. 118
CU HI N TP.................................................................................................................... 119
CHNG 6: H THNG THNG TIN QUN L CHC NNG................................... 121
6.1 H THNG THNG TIN TIP TH BN HNG........................................................ 121
6.1.1 Nghin cu th trng ........................................................................................................ 122
6.1.2 D bo nhu cu................................................................................................................... 123
6.1.3 Thit lp quan h vi khch hng....................................................................................... 124
6.1.4 Thit lp cc knh bn hng ............................................................................................... 126
6.1.5 Qung co sn phm v thng hiu.................................................................................. 127
6.2 H THNG THNG TIN QUN L SN XUT......................................................... 128
6.2.1 Mua sm vt t nguyn liu ............................................................................................... 129
6.2.2 Qun l kho ........................................................................................................................ 130
6.2.3 nh ngha sn phm theo th trng ................................................................................. 130
6.2.4 Thit k sn phm............................................................................................................... 130
6.2.5 Lp k hoch sn xut ........................................................................................................ 131
6.2.6 Qun l cht lng ............................................................................................................. 132
6.3 H THNG THNG TIN QUN L NGUN NHN LC........................................ 132
6.3.1 Hoch nh ngun nhn lc................................................................................................ 133
6.3.2 S dng lao ng................................................................................................................ 133
6.3.3 nh hng pht trin ngh nghip.................................................................................... 134
6.3.4 Duy tr ngun nhn lc....................................................................................................... 135
6.4 H THNG THNG TIN TI CHNH K TON ....................................................... 135
6.4.1 K ton ti sn c nh ....................................................................................................... 138
6.4.2 K ton nguyn vt liu...................................................................................................... 138
6.4.3 K ton tin lng v cc khon trch theo lng.............................................................. 138
6.4.4 K ton chi ph sn xut v gi thnh sn phm................................................................. 138
Mc lc
178
6.4.5 K ton thnh phm............................................................................................................ 139
6.4.6 K ton qu trnh tiu th thnh phm................................................................................ 139
6.4.7 K ton qu trnh kinh doanh.............................................................................................. 139
6.4.8 K ton u t xy dng c bn ......................................................................................... 139
6.4.9 K ton cc loi ngun vn trong doanh nghip................................................................. 139
6.5 H THNG THNG TIN QUN L VN PHNG..................................................... 140
6.5.1 Qun l cc knh thng tin trong t chc ........................................................................... 140
6.5.2 Xc thc thng tin v pht hnh ti liu ............................................................................. 141
6.5.3 Phn phi thng tin, ti liu ................................................................................................ 141
6.5.4 Kim sot hiu lc ca ti liu............................................................................................ 141
6.5.5 Theo di kt qu x l ca cc ti liu ............................................................................... 141
6.5.6 Lu tr thng tin, ti liu .................................................................................................... 141
TM TT NI DUNG.............................................................................................................. 142
CU HI N TP.................................................................................................................... 143
CHNG 7: H THNG THNG TIN QUN L TCH HP........................................ 146
7.1 H THNG QUN L QUAN H KHCH HNG (CRM)......................................... 147
7.1.1 Phn khc khch hng (customer segmentation)................................................................ 148
7.1.2 Giao tip khch hng (customer communication) .............................................................. 149
7.1.3 Duy tr khch hng (customer retaintion) ........................................................................... 149
7.2 H THNG QUN L DY CHUYN CUNG CP SN PHM (SCM) .................. 150
7.2.1 Dy chuyn cung cp sn phm (Supply Chain) ................................................................ 151
7.2.2 Qun l dy chuyn cung cp sn phm (Supply Chain Management).............................. 152
7.3 H THNG THNG TIN QUN L NGUN LC (ERP) ......................................... 155
TM TT NI DUNG.............................................................................................................. 157
CU HI N TP.................................................................................................................... 157
BI GII CHO BI TP CHNG 3................................................................................... 160
BI GII CHO BI TP CHNG 4................................................................................... 168

Tai Lieu HTTTQL

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Tai Lieu HTTTQL

Uploaded by

Copyright:

Available Formats

1

You might also like