Definition and Tool, IsO QA

CC CNG C LEAN
I.
GII THCH THUT NG V KHI NIM.
1. CC LNG PH TRONG LEAN.

a. Muda
Muda l mt t gc Nht c ngha l v ch, v dng, lng ph, ph thi n l mt khi
nim c bn trong H thng sn xut Toyota Toyota Production System (TPS) v l
mt trong ba loi bin th (Muda, Mura, Muri). Gim thiu lng ph l cch hiu qu
tng li nhun.
Mt qu trnh gia tng gi tr bng vic sn xut ra cc sn phm hoc cung cp dch v
m khch hng chp nhn tr tin. Qu trnh ny tiu tn ti nguyn, v lng ph c
sinh ra khi m ti nguyn c s dng ln hn mc cn thit sn xut ra sn phm
hoc dch v m khch hng thc t cn. Quan im v cng c ca TPS gip nng cao
nhn thc v a ra cc quan im mi v xc nh lng ph v thng qua khai thc
cc c hi gim lng ph.Toyota khng ngng tn cng vo Muda (lng ph) bng
cch trao quyn cho ngi lao ng trong nhng hot ng ci tin c tiu chun ha
v chia s cho nhau.
Muda nh ngha 7 loi lng ph bao gm:
Transportation Vn chuyn.
Mi khi mt sn phm c vn chuyn, n b t trong tnh trng nguy him, tht thot,
b chm tr cng nh khng c gia tng gi tr. Vic vn chuyn khng bin i i
sn phm, khch hng khng tr tin cho vic .
V d: Vn chuyn nguyn liu t Kho ti Phn xng sn xut, gia cc cng on vi
nhau
Inventory - Tn kho
Cc dng tn kho c th l nguyn liu, bn thnh phm (WIP) hoc l cc sn phm
hon thin, i din cho ngun vn b ra nhng cha to ra doanh thu bi c nh sn xut
v khch hng. Bt k loi no trong 3 loi trn khng c x l ch ng to ra gi
tr u l lng ph.
Motion Thao tc.
Tng phn vi Vn chuyn, Lng ph do Thao tc din ra ti ni sn xut. l cc
chuyn ng tay chn hay vic i li khng cn thit ca cng nhn khng gn lin vi
hot ng sn xut. Chng hn nh vic i li khp xng tm dng c hay l cc thao
tc thc hin tha (do thit k thao tc km, do thit b bt tin cao qu, thp qu)
iu lm chm tc ti ni lm vic.
Waiting Ch i.
Ch i l thi gian cng nhn hay my mc nhn ri bi s tc nghn hay lun sn xut
trong xng thiu hiu qu. Thi gian tr hon gia mi t gia cng sn phm cng
c tnh n. Khi Sn phm khng trong qu trnh vn chuyn hoc c x l, n ang
trong tnh trng phi ch i. Trong cc qu trnh thng thng, mt phn ln thi gian
ca mt sn phm l ch i c gia cng. Trong lc chi ph cho nhn cng v khu
hao thit b vn phi c, n lm tng chi ph trn tng n v sn phm.
Over Processing X l tha.
X l tha xy ra khi bt k cng vic trn mt phn no c thc hin vt hn yu
cu ca khc hng. iu bao gm vic s dng cc thnh phn phc tp hoc cht
lng hn so vi yu cu, hay gia cng vi cht lng vt yu cu, chng hn nh nh
bng b mt qu mc hoc ti v tr khng cn thit
Over Production Sn xut tha.
Sn xut tha xy ra khi c nhiu sn phm c to ra hn yu cu t pha khch hng.
Thc t ph bin cc Doanh nghip thng l sn xut theo m ln, lu kho v tiu th
dn trong thi gian di. iu dn n cc chi ph b xung nh lu kho, bo qun, chi
ph nhn cng
Defect Khuyt tt
Khi khuyt tt xy ra n ko theo mt lot cc chi ph khc, chng hn nh chi ph sa
cha, thay i lch sn xut v h qu l tng chi ph nhn cng, thi gian bn thnh
phm b ko di. Khuyt tt c th khin mt sn phm c gi gp i so vi ban u.
Bn cnh cc khuyt tt trc tip v mt vt l, khuyt tt cng bao gm cc sai st v
giy t, cung cp thng tin sai lch v sn phm, sai quy cch
Mt cch d nh 7 lng ph bng cc ch ci u: TIMWOOD
b. Mura
Muratrong ting Nht c ngha Khng thng nht, khng ng b, bt thng
Mura trong cc ci tin cc qu trnh hoc h thng kinh doanh c gii quyt thng
qua h thng ng-thi-im Just-In-Time (JIT). N da trn nn tng gi cho mc tn
kho mc thp hoc b loi b, cung cp cho qu trnh sn xut ng loi, ng lc,
khi lng, v dng thnh phn: vo trc ra trc.
c. Muri
Muritrong ting Nht c ngha Qu ti, khng hp l, vt qu kh nng, s qu
mc
Muri l tt c cc cng vic khng hp l c cp lnh o to ra cho cng nhn v my
mc khi khng t chc km, v d nh khun vc nng, di chuyn vt dng vng vng,
cng vic nguy him, ngay c vic di chuyn qu nhanh so vi mc thng thng. iu
ny t con ngi hoc my mc vo tnh hung bt thng. C khi Murin gin ch l
yu cu mt quy trnh phi t hiu sut cao hn m khng c mt thay i g t ph.
Nhng yu cu khng hp l cng thng gy ra nhiu dao ng.
Mudach hn v cc lng ph hn hai nhm cn li, iu c ngha trong khi nhiu
hc vin Lean c hc v cch nhn bit Muda li khng pht hin ra s khc nhau vi
Mura (Khng ng b) vMuri (Qu sc). Dn n vic qu quan tm n vic kim sot
qu trnh m khng cn thi gian thit k ci tin qu trnh.
Lin kt ba khi nim ny li mt cch n gin:
Trc ht, Muri tp trung vo s chun b v lp k hoch cho qu trnh, hoc
cng vic no c th c trnh c mt cch tch cc v c ch ch.
Tip theo, Mura tp trung vo vic thc hin v s loi b s dao ng trong vic
ln k hoch hay cp hot ng, nh cht lng v sn lng.
Cui cng, Muda c mang vo sau qu trnh c thit lp v cc phn hi
c. iu ny c nhn bit qua s dao ng u ra.
Vai tr ca qun l l kim tra Muda, trong nhng qu trnh v loi tr nhng nguyn
nhn su xa hn bng vic xem xt nhng kt ni ti Muri v Mura ca h thng. Nhng
s bt n ca Muda v Mura phi c phn hi tr li cho Muri, hay vic lp k hoch
giai on cho d n tip theo.
2. CC KHI NIM.
a. Talk time
Takt-time l chu k thi gian m chi tit hoc sn phm c sn xut p ng theo yu
cu ca khch hng.
Takt-time c tnh bng cch ly thi gian lm vic yu cu chia cho yu cu t hng
trong ngy. n v ca takt-time c tnh bng pht hoc giy.
Cng thc tnh:
Takt time =
Thi gian thun p ng lm vic 1 ngy

yu cu t hng 1 ngy
V d: Mt n v sn xut nhn yu cu sn xut l 3600 sn phm 1 ngy. Lm vic 2

ca, mi ca 8 gi. Thi gian ngh gia ca l 1 gi (n tra, ti, v sinh) th thi gian
thun p ng mi ca cn li 7 gi.
S giy lm vic = 2 7 60 60 = 50400 (giy)
Takt-time = 50400/3600 = 14 (giy)
T cng thc tnh ton v v d, c ngha rng, khi n hng tng ln Takt-time cng
c ci t tng ln v ngc li. Takt time l mt yu t m thng qua n doanh
nghip c th tc ng nhm thay i nng sut, o lng v kim sot cc lng ph.Thay
v tp trung quan tm n nng sut u ra (S Sn phm trn gi hoc pht), Takt-time
hng n vic lm cch no dng chy trong ton b qu trnh c cng nhp sn xut, n
va l vai tr gi nhp, va l yu t chnh cng vi cn bng sn xut (Heijunka) p
dng h thng ko (Pull) mt cch linh hot.
b. Cycle time
Cycle time hay chu k sn xut l khong thi gian gia khi bt u cng vic cho n
khi sn phm sn sng chuyn giao.N cng c th c nh ngha mt cch khc
bng khong thi gian gia 2 sn phm hon thnh lin tip. Cycle time l thi gian thc
t sn xut, n c th bng hoc khng bng Takt-time. Mong mun ca Doanh nghip
lun l Cycle time nh hn hoc bng Takt-time.
Cycle time s dng o lng nng lc sn xut ca qu trnh.
Cycle time = Thi im bt u Thi im sn sng chuyn giao
c. Lead time
Lead time i khi gi l Thi gian sn xut, l tng thi gian k t khi c n t hng
c thnh lp cho n khi c chuyn giao.
Lead time khng nh hn Cycle time.
Lead time = Thi im t hng Thi im chuyn giao
Lead time l thng s o kh nng p ng ca Doanh Nghip i vi Khch hng.
Cycle time l l thng s ch o nng lc ca Doanh Nghip.
Takt time, Cycle time v Lead time l ba thng s o lng nh gi quan trong trong
Lean.
II.
CC CNG C LEAN.
1. 5S V T CHC NI LM VIC.
a. Gii thiu
5S l mt trit l v phng php qun l c bn nhm ci tin mi trng lm vic, mt
chng trnh hot ng thng trc trong t chc. Xut pht t quan im, nu lm vic
trong mi trng lnh mnh, sch s v khoa hc th tinh thn, th trng c thoi mi,
nng sut lao ng c nng cao. 5S l mt phng php ci tin rt n gin nhng
mang li hiu qu trong thc t.
5S l cch vit tt ca 5 ch S u trong ting Nht: SERI Sng lc, SEITON Sp
xp, SEISO Sch s, SEIKETSU Sn sc, SHITSUKE Sn sng.
b. ng dng
5S l mt cng c c bn khi t chc v doanh nghip cn:
Loi b cc lng ph t ni lm vic, c bit l loi lng ph v thao tc.
Ci thin an ton lm vic.
Xy dng nn tng thc lao ng, mi trng cho vic ci tin lao ng.
STT
ngha
Sng lc
Loi b cc vt
dng khng cn
thit cho
hot
ng sn xut hin
ti.
Tm quan trng
ng dng gii quyt vn
Khng gian, thi gian, Nh my cht tri v kh lm vic.

tin v cc ti nguyn
khc c th c qun l Lu tr cc vt dng khng cn thit
v s dng hiu qu nht. Mt nhiu thi gian tm kim chi tit, dng c
Gim cc vn v rc My mc v hng tn kho khng cn thit phi

Ch gi li va ri trong cng vic.
tn chi ph duy tr.
vt dng cn thit
Ci thin giao tip gia Tn kho tha n bn trong cc vn
lm vic
ngi lao ng
Cc vt dng v dng c tha cn tr ci tin qu
Tng cht lng sn trnh
phm
Sp xp
Nng cao nng sut

Cc vt dng cn Loi b cc lng ph bao Thao tc tha
thit c sp xp gm:
Tm kim tn nhiu thi gian
d dng, d
-Tn
thi
gian
tm
kim.
ly.
Hoa ph nhiu sc lc trong lao ng
-Kh
khn
trong
vic
s
Dn nhn thit b
Lu kho tha
h tr mi ngi dng
c th tm v tr - Kh khn trong vic tr Sn phm khuyt tt
li.
li thit b/dng c
iu kin lm vic khng an ton
Sch s
Dn dp sch s Bin ni lm vic sch s Thiu nh sng c th dn ti gim hiu qu cng

hng ngy mi gn gng, mi ngi vic.
th.
hng th lm vic
Khuyt tt cha r rng
Gi mi th trong iu
kin sn sng c th s Vng nc hoc vt du ri rt c th lm b ng
hoc trt chn
dng.
Sn sc
My mc khng c bo tr c th b hng hoc

gy ra khuyt tt
Tch hp 3S u m bo rng vic ny C du hiu tnh trng khng mong mun tr li.
thnh mt th khng lm xu i tnh
thng nht
trng trc y, v l Khu vc lm vic ba bn v bn.
iu kin m bo thc Kho dng c xo trn, kh tm vt dng cn thit.
hin cho 3S tr ct.
Cc ln xn c tch ly theo thi gian.
Sn sng
Cc ti phm tip din.

Thc hin mt thi H qu ca vic duy tr Cc vt dng khng cn thit ang tch t
quen duy tr mt ln hn h qu ca vic
Dng c, g khng c tr v ni quy nh
cch chnh xc.
khng gi n.
Thm nhun k
lut cn thit
trnh ti phm.
Khng c thc v hnh ng khi cc vt dng,

rc thi xut hin.
Ti, bn, xo trn lm kt qu cng vic thp i
c. Cch s dng
a. Phng php dng cc S ln lt nh sau.
S th nhtSeiri Sng lc:
o Ln k hoch v thc hin Seiri: Sng lc nhng ci cn thit ra khi nhng ci
khng cn thit:
To danh sch nhng ci cn thit c bn cho cng vic ca bn (Cng
c, nguyn vt liu, ti liu)
Xc nh u l ci cn thit v khng cn thit ang c ni lm vic.
i vi ci cn thit, s lng bao nhiu l ph hp.
Ci khng cn thit no cn loi hoc vt b.
Xc nh li cc t chc tt hn.
xut phng n x l ci khng cn thit.
o Lm th :
Gn th cho php nhn bit cc g cn c loi b.
Vt liu/thit b c th c di chuyn ti mt khu vc c nh
du sntrc khi x l.
o Thit lp mc u tin da trn vic s dng.
Nguyn tc di y c th c s dng xc nh vic gi li hoc
loi b (v nn i km vi cc ti liu hoc vn bn)
u tin
Thp
Trung
bnh
Cao
Tn sut s dng
t hn 1 ln/nm
C th 1 ln/nm
Khong 2-8 thng/ln
t nht 1 ln/thng
t nht 1 ln/tun
t nht 1 ln/ngy
t nht 1 ln/gi
Cc lu tr
Vt b
Gi a im cch ni khu vic.
Lu gi cng nhau trong khu lm
vic (ta nh, nh my)
Lu tr trong khu lm vic.
Gi v t trong ni lm vic c nhn
(phng lm vic, sn xut)
o Tuy nhin c s ca tng n v l khc nhau do hy:

Th v ngh t nht 5 l do ph hp vi tng nhm v ni chng
ang c lu tr.
Khng gian lu tr c ti u cha? Hy sng to v p dng
thng tin in t trong vic lu tr.
Thay i no l thc s cn thit?
S th hai Seiton Sp xp:
o Nguyn tc:
Trit l thc hin l Mt v tr cho mi th, v mi th v tr
ca n
Sp xp cc vt dng chng d tm, s dng v c t lu tr
bn cnh.
S dng bng hiu, sn nn v tng, k cc ng bin, s dng
m mu v dn nhn thng xuyn.
Tin hnh ci tin, hp l ha v ng nht ha nhn hiu v cch
sp xp, lu tr
Lun lun trc quan ha.
S th ba Seiso Sch s:
o Nguyn tc: Mi th lun lun cn c sch s v sn sng s dng:
Xy dng lch v mc tiu cho vic dn dp vi bng cng v
checklist.
m bo cc dng c c yu cu lun sn sng p ng v khng
qun bo tr.
Gim st v nh gi kt qu.
Lu rng vic sch s c th bao gm c cc i tng phi vt
l, nh cc tp tin d liu my tnh chng hn.
o V d:
Trc 5S
Sau 5S
Hp dng c
Ni dng c qut dn
Bn lm vic ca mt th my
Hnh 1.1: Cc kt qu thu c sau khi thc hin 5S. Bn tri: Trc 5S, Bn phi: Sau
5S.
S th t Seiketsu Sn sc:
Sn sc c hiu l vic duy tr nh k v chun ha 3S u tin mt cch c h thng.
m bo 3S c duy tr, ngi ta c th lp nn nhng quy nh chun nu r phm
vi trch nhim 3S ca mi c nhn, cch thc v tn sut trin khai 3S ti tng v tr. S4
l mt qu trnh trong thc tun th ca CBCNV trong mt t chc c rn ra v
pht trin.
S th nm Shitsuke Sn sng:
Sn sng c th hin thc t gic ca ngi lao ng i vi hot ng 5S. Cc
thnh vin u nhn thc r tm quan trng ca 5S, t gic v ch ng kt hp nhun
nhuyn cc chun mc 5S vi cng vic em li nng sut cng vic c nhn v nng
sut chung ca Cng ty cao hn.
b. K hoch 6 bc sau trin khai:
Hnh 1.2. K hoch 6 bc thc hin 5S ti mt n v.

BC 1 CHUN B: Sau khi nh gi thc trng 5S, Cng ty lp k hoch trin khai
5S t cc mc tiu ra trong khong thi gian cho trc. K hoch trong giai on
chun b bao gm c vic thnh lp Ban ch o 5S vi chc nng h tr, gim st, nh
gi v ci tin vic trin khai 5S. Ban ch o s chu trch nhim vic ban hnh chnh
sch (mang tnh nh hng) v mc tiu 5S (mang tnh c th) cho tng giai on.
Trong bc ny, s phn cng trch nhim v sinh ti cc khu vc trong Cng ty cng
c hon thin chun b cho bc 3. Ngoi ra, cc cn b cng nhn vin cn c
o to cn bn v khi nim v li ch ca 5S.
BC 2 PHT NG CHNG TRNH 5S: i din Lnh o pht biu trc
ton th cn b cng nhn vin v ngha, tm quan trng v mong mun nhm th hin
cam kt i vi s thnh cng ca chng trnh 5S
BC 3 TIN HNH TNG V SINH: Ton th cn b cng nhn vin s dng

mt hoc na ngy lm vic tin hnh v sinh ni lm vic ca mnh (theo s phn
cng trch nhim c bc 1)
BC 4 TIN HNH SNG LC BAN U: Ngay trong ngy Tng v sinh, cc
CBCNV khng ch v sinh m cn tin hnh sng lc s b loi b cc th khng cn
thit ti ni lm vic ca mnh. Trc , Ban 5S cn chun b khu vc tm cc th
c sng lc trc khi tin hnh x l (loi b/lu tr). Cc vt xc nh c lu
tr cn phi c du hiu nhn bit r rng sau khi sng lc.
BC 5 DUY TR SNG LC, SP XP V SCH S: Vic tin hnh, trin khai
v duy tr 5S c da trn cc quy nh/hng dn v Sng lc, Sp xp, Sch s ti cc
khu vc. Quy nh/hng dn ny thng thng do Ban ch o 5S bin son v s c
thay i ni dung theo hng ci tin ph hp v hiu qu hn. Ti bc ny, cc
thng tin 5S thng c cp nht v tuyn truyn thng qua gc 5S ti tng n v. Ni
dung trong quy nh/hng dn thng hng v cc vn lin quan n vic m bo
tnh an ton trong sn xut, gim lng ph trong cc hot ng v cc hng dn/quy nh
cng vic mang tnh trc quan (s dng hnh nh, mu sc, m thanh)
BC 6 TIN HNH NH GI NI B 5S: Da trn tn sut hp l, Ban ch
o 5S nh gi hot ng 5S ti cc khu vc xem xt hiu qu duy tr v trin khai
5S. Hot ng nh gi ni b da trn quy nh/quy trnh nh gi ni b v b tiu ch
nh gi 5S ti cc khu vc. Kt qu nh gi thng thng c th hin qua hnh nh
v im s nh gi. Kt qu ny s l cn c Ban ch o a ra cc k hoch ci tin
cho thi gian tip theo cng nh cc hnh thc khen thng cc c nhn/n v lm 5S
tt. Sau khi mt hot ng nh gi kt thc, s l u vo cc cn b cng nhn
vin tip tc cc hot ng Sng lc, Sp xp v Sch s tt hn.
2. SW CHUN HA CNG VIC.

a. Gii thiu.
Chun ha cng vic hay chun ha quy trnh lm vic c ngha l cc quy trnh v
hng dn sn xut c quy nh v truyn t r rng n mc chi tit nhm trnh s
thiu nht qun v t suy din v cch thc hin cng vic.
b. ng dng
Chun ha cng vic nhm thc hin thng nht cc hot ng sn xut, ngoi tr trng
hp quy trnh sn xut cn c iu chnh mt cch c ch . Chun ha cng vic
gip t chc v doanh nghip t c kt qu u ra mt cch n nh v gim cc giao
ng do ngi thc hin tc ng khng mong mun vo. Khi th tc quy trnh cha
c chun ha mc cao, ngi thc hin c th sng to ra cc cch lm vic theo
h, iu ny d a n cc suy din v kt qu sai.
Mc chun ha cng vic cao cho php t chc v doanh nghip kim sot c tin
cng vic, trnh c s gin on. N ng thi t chc v doanh nghip c kh
nng m rng sn xut d dng hn, thun li khi hng dn ngi mi bt u tip cn
cng vic.
c. Cch s dng
xy dng mt chun ha cng vic cn thc hin theo cc bc sau y.
Bc 01: Lit k trnh t cng vic chun
y l trnh t ngi thc hin phi tun th khi thc hin cng vic, bao gm cc thao
tc, cc bc thc hin. Vic m t r rng gip m bo rng tt c cc cng nhn u
thc hin cng vic theo cch thc tng t nhau v hn ch cc sai bit vn c kh nng
gy ra ph phm. Trong iu kin l tng, vic chi tit ho cng vic ch r tng bc
thao tc cho mi cng nhn. V d vi cng on ct g, trnh t cng vic chun s m
t t chi tit ct v cc bc thao tc nh chun b my, chnh dao ct, cch nng gi v
a vt liu qua my v thi gian x l cng vic. i vi cng on lp rp, bng m t
cn lit k chi tit tng bc thao tc thc hin vic lp rp cho mi loi sn phm.
Bc 02: Thit k thi gian chun Takt-time.
Takt time c s dng m t r rng v theo di tc mt quy trnh cn c duy
tr cc cng on khc nhau. i vi cc nh sn xut lean, takt time ca mi quy trnh
sn xut c ch ng iu phi v gim st duy tr mt lung sn xut lin tc. Takt
time khc vi thi gian chu k sn xut (cycle time) l thi gian cn quy trnh hon tt
mt sn phm. V d, mt nh sn xut g c th cch 10 pht cho xut xng mt
gh sofa (takt time) nhng thc s h phi mt 3 ngy lm vic hon tt mt gh sofa
(cycle time).
Bc 03: Xc nh mc tn kho chun trong quy trnh.

y l lng nguyn liu ti thiu, bao gm lng nguyn liu ang c x l trn
chuyn, cn c gi mt cell hay quy trnh hot ng cng mong mun. Mc tn
kho chun nn c xc nh r rng v rt cn thit phi duy tr lng nguyn liu ti
thiu ny trong chuyn khng gy ra s nh tr cho quy trnh do thiu nguyn liu.
y l yu t dng tnh ton khi lng v tn s ca lnh sn xut (hay Kanban) cho
cc ngun cung cp t cng on trc.
Bc 04: Truyn t quy trnh chun cho nhn vin.
Cc hng dn cng vic chun khng nn ch dng vn bn m bao gm c hnh nh,
cc bng hin th trc quan v thm ch c cc v d. Thng cc nhn vin rt t chu c
cc ti liu hng dn sn xut bng vn bn nhm chn v vy cc bng hin th trc
quan v v d thc t c hnh nh nn c s dng cng nhiu cng tt. Cc hng dn
nn r rng v chi tit, nhng ng thi c trnh by theo cch gip nhn vin tht d
hiu v lin quan mt thit n u h cn bit. iu ny c bit ng vi trng hp
Vit Nam khi c nhiu cng nhn vi mc hc vn thp s thy cc bng hin th bng
hnh nh d hiu hn so vi cc ti liu vn bn. Mt s cng ty thm ch p dng vic
hun luyn bng phim video cho cc loi cng vic phc tp hay cc vn lin quan v
an ton lao ng.
Bc 05: Cp nht v sa i.
Mt s doanh nghip Vit Nam th hin s lo ngi rng vic thit lp cc quy trnh
chun v sn xut s dn n s cng nhc, thiu linh hot. Mc d quy trnh chun i
hi c mc chi tit cao, Lean Manufacturing, cc hng dn cng vic chun nn
c cp nht thng xuyn cng tt nhm gn kt vi cc ci tin quy trnh ang din
ra. Trong thc t, cc cng ty c khuyn khch ti a ho tc ci tin quy trnh ng
ngha vi vic cp nht lin tc cc hng dn cng vic chun. Ngoi ra mt quy trnh
chun thng bao gm cc hng dn r rng cng nhn x l cc tnh hung bt
thng, do thc y h ng x theo cch linh hot i vi cc tnh hung bt thng.
thc hin thnh cng vic ny, trch nhim nn c phn cng r rng trong vic
chun b v phn pht cc ti liu cn thit, cc bng hin th, cng nh m bo rng bt
k mt thay i no cng u c cp trn truyn t r rng cho nhn vin bn di.
Mt khi trch nhim c phn cng r rng, cc quy trnh cng vic chun c th c
b sung mt cch thng xuyn. Trn thc t, cc cng ty p dng lean manufacturing
nh Toyota c bit n bi d linh hot c di hnh thc sn phm a dng v kh
nng ci tin cc quy trnh sn xut mt cch nhanh chng, v vy gip cng ty phn ng
nhanh hn i vi cc thay i v nhu cu ca khch hng.
3. VSM LU CHUI GI TR.

a. Gii thiu
S chui gi tr VSM l cng c quan trng v c bn trong Lean nhm nhn din vn
cn ci tin. S chui gi tr l cng c s dng giy v bt ch, gip chng ta thy
c dng thng tin v nguyn vt liu ca qu trnh, nh l qu trnh ra sn phm (v d:
mua hng, t hng, bn hng, giao hng v sn xut) l cch m qu trnh i qua th
hin di dng chui gi tr.
Mc ch ca cng c ny l xc nh cc hot ng lm tng gi tr v cc hot ng
khng lm gi tr trong qu trnh. V s chui gi tr nn phn nh nhng g ang thc
s din ra hn l nhng g mong mun c xy ra. Nh vic , cc c hi ci tin c
th c nhn din.
b. ng dng
Mc tiu ca VSM l xc nh v gim hoc loi b cc lng ph trong dng chy gi
tr ti cng ty ca bn. Khi nim lng ph trong Lean l bt c ci g khng lm tng gi
tr sn phm, v VSM l mt cng c cc k hiu qu gip cho cp qun l v cng ty
tp trung vo cc n lc lin tc ci tin trong l trnh ng n, v ci thin dng chy
sn phm thng qua quy trnh sn xut bng cch gim bt cc cn tr v WIP (hng tn
trn chuyn). Vic ci thin dng chy s lm tng li ch sn xut.
c. Cch s dng
Cc Biu tng:
Biu th cho khch hng hoc nh cung cp nguyn vt liu
Vn chuyn nguyn vt liu hoc giao thnh phm cho khch hng
Hp hot ng.
Thng tin kho: s lng, chng loi, tn kho
Hp thng tin cc yu cu ti thiu
Dng thng tin

Dng thnh phm
Hnh 2.1. S chui gi tr bao gm 2 dng chy: Dng thng tin (mu ), Dng vt
liu (mu xanh).
Cc giai on thc hin:

Mt qu trnh ci tin da vo cng c VSM bao gm 5 giai on thc hin theo th t:
Giai on I: Xy dng s chui gi tr hin ti.
Giai on II: Nhn in cc c hi ci tin
Giai on III: Pht trin s chui gi tr tng lai.
Giai on IV: Trin khai cc mc tiu v cc ci tin.
Giai on V: S chui gi tr tng lai (S hin ti)
Giai on I: Xy dng s chui gi tr hin ti.

Bc 01: Xc nh thng tin lin quan n khch hng
Xc nh cc dng thng tin t khi khch hng bt u t hng (Sn phm, s lng,
yu cu giao hng, cam kt) cho n khi t chc hoc doanh nghip ln c cc yu
cu sn xut v cung cp thng tin n cc b phn lin quan (Mua hng, iu phi,
sn xut)
Hnh 2.2. Cc bc xy dng s VSM.

Bc 02:Xc nh thng tin lin quan n nh cung ng.
Tng t bc 01, bc ny t chc phi xc nh cc nhu cu vt t cn thit p
ng cc lnh sn xut. iu ny i khi cng bao gm vic kim tra xc nhn li ca
chnh t chc v kh nng p ng ang c (nguyn vt liu tn kho, hng tn)
Bc 03: Xc nh thng tin ni b ca t chc v doanh nghip
bc ny, cc dng thng tin thc t ca t chc cn c lit k v kt ni gia cc
b phn trong t chc.
Bc 04: Hon tt s dng thng tin.
Bc 05: o lng gi tr cho cc hp thng tin.
Cc thng tin cn o lng bao gm:
-
Thng tin tn kho Nguyn Liu: Ghi nhn gi tr v s lng hin ti cho mi
chng loi
Thng tin kho Thnh Phm: Ghi nhn gi tr v s lng tn hin ti mi chng
loi.
Thng tin kho Bn Thnh Phm: Ghi nhn gi tr v s lng hin ti cho mi
chng loi
Thng tin cc Hp x l: Bao gm cc thng tin Cycle time, Change Over Time,
Hiu sut, s cng nhn
Bc 06: Xem xt cc hot ng to gi tr v hot ng khng to gi tr. o lng gi

tr hin ti.
Giai on II: Nhn in cc c hi ci tin
Hnh 2.3. Cc vng lp Loop c nhn din.

Bc 01: Nhn din cc vng lp Loop trong s .
Nhn din cc Vng c th lp li trong s . Trong v d hnh ta c mt s cc
Vng:
-
Vng lin quan n khch hng

Vng lin quan n iu phi sn xut
Vng Nh cung cp.
Vng Sn xut
Vng lp rp
Vng giao hng
Bc 02: Lit k cc vn cn ci tin.
S dng thng tin ti cc Vng nhn din, kho st, ly mu, o lng, phn tch
nhn din cc vn cn ci tin ti cc vng.
V d: Thi gian giao hng chm, khng p ng nhu cu khch hng, ch s giao hng
ng hn ch t 70%
Vn cn ci tin: Ci tin thi gian giao hng, tng ch s giao hng ng hn
ln 99%
V d: Change over time cng on sn xut ln.
Vn cn ci tin: Ci tin change over time qu trnh STAMPING xung 20
pht.
V d: Tn kho bn thnh phm ln.
Vn cn ci tin: Gim tn kho bn thnh phm.
Giai on III: Pht trin s chui gi tr tng lai.
pht trin s i chui gi tr tng lai, chng ta p dng cc cng c ci tin lin tc
ca Lean vo gii quyt cc vn c th c xc nh nhm t c k vng.
V d: Tn kho bn thnh phm ln.
Vn cn ci tin: Gim tn kho bn thnh phm.
Cng c: Kanban, 5S, Qun l trc quan
Hnh 2.4. Cc cng c c ng dng xy dng m hnh tng lai.
4. TPM DUY TR HIU SUT TNG TH.

a. Gii thiu
Khi nim
Duy tr hiu sut thit b tng th - TPM (Total Productive Maintenance) l mt phng
php qun l c p dng u tin ti Nht Bn, sau c ph bin, p dng rng ri
trong cc ngnh sn xut cng nghip trn ton th gii. TPM c gii thiu vo nhng
nm 1950, khi cc nh my ti Nht Bn du nhp, nghin cu, p dng phng php bo
dng phng nga (Preventive Maintenance - PM) t M. Theo phng php ny, vic
vn hnh my mc ti phn xng sn xut l do cng nhn vn hnh thc hin, cn vic
bo dng my mc mi do mt b phn chuyn trch khc. Tuy nhin, vi mc t
ng ha ngy cng cao, hot ng bo dng phng nga i hi nhiu nhn lc
chuyn mn cho b phn bo dng, thm ch c khi cn cao hn s lng cng nhn
vn hnh. iu ny khin cc nh qun l phi tm cch thay i, theo : cng nhn vn
hnh phi m nhim c cng vic bo dng hng ngy cn b phn bo dng chuyn
trch s qun l v m nhim cc cng tc bo dng quan trng nh k. Khi nim t
ch bo dng (Autonomous Maintenance - AM), mt yu t quan trng ca TPM cng
c xut hin t y.
Lch s
Khi nim v phng php TPM c Vin Bo dng Nh my Nht bn (Japan
Institute of Plant Maintenance-JIPM) gii thiu ln u tin vo nm 1971. Bt u t
nhng nm 1980, TPM bt u c ph bin rng ra bn ngoi Nht Bn nh cun sch
Introduction to TPM and TPM Development Program ca tc gi Seiichi Nakajima, mt
chuyn gia ca JIPM, PM dn c thay th bng TPM (Total Productive Maintenance).
C th hiu TPM l vic bo tr hiu qu vi s tham gia ca tt c mi ngi - mt dng
kt hp ca PM v mt phn TQM (Qun l cht lng ton din- Total Quality
Management). Nhiu t chc hiu sai v TPM khi cho rng ch cng nhn trong xng
cn tham gia. Thc ra, c hiu qu, TPM cn phi c thc hin c hiu lc trn c
s ton b t chc.
Ct li
Vic thc hin TPM l nhm ti a ha hiu sut thit b, nng cao nng sut vi mt h
thng bo tr c thc hin trong sut vng i ca thit b, ng thi nng cao thc
v s hi lng vi cng vic ca ngi lao ng. Vi TPM, mi ngi cng hp lc v
tng tc vi nhau nng cao hiu sut hot ng ca thit b mt cch hiu qu nht.
Suy ngh trch nhim ca ti (cng nhn vn hnh thit b) l vn hnh thit b, trch
nhim ca anh (cng nhn bo tr) l sa cha thit b, c thay bng ti v anh cng
chu trch nhim v thit b ca chng ta, nh my ca chng ta, tng lai ca chng ta .
Mc tiu c bn ca TPM l:
Ch s Hiu sut thit b ton b (OEE-Overall Equipment Effectiveness) ti thiu phi
t c l 85 %. Trong :
OEE = A x P x Q (%)
A (Availability) = (Thi gian my chy thc t/ Thi gian chy my theo k hoch)
P (Performance) = (Cng sut thc t/ Cng sut thit k)
Q (Quality) = (S lng sn phm t cht lng/ S lng sn phm sn xut ra)
Cc nghin cu trn th gii ch ra rng OEE trung bnh ca cc nh my sn xut

khong 60 %. i vi cc nh my c qun l tt theo chun th gii phi c OEE
khong 85 % tr ln, vi cc yu t cu thnh nh sau:
A 90 %
P 95 %
Q 99.99 %
Zero Product Defects: Khng c sn phm li
Zero Equipment Unplanned Failures: Khng c s c dng my ngoi k hoch
Zero Accidents: Khng c tai nn xy ra trong hot ng
TPM gip t chc, doanh nghip li cun ton th ngi lao ng vo cc hot ng
nhm bo dng t gic v ci tin thit b
Cc hot ng chnh ca TPM:

Cc tr ct (Pillars) ca hot ng TPM
5S: Hot ng 5S l nn tng ca TPM, khi u cho vic pht hin cc vn tin
hnh cc hot ng ci tin trong TPM;
Autonomus Maintenance (Jishu Hozen): Bo tr t qun, muc ch cng nhn vn hnh
my bit sa cha, bo tr my v nhn din cc h hng mt mc nht nh. Cng
vic ny gip cng nhn vn hnh bit v kt cu v chc nng ca my, hiu v quan h
gia my mc v cht lng, quen vi vic tun th nghim ngt cc quy nh t pht
hin v chn on chnh xc mi bt thng ca my cng nh cch khc phc nhanh
chng v ph hp;
Kobetsu Kaizen (Focus Improvement): Ci tin c trng im, thc t ti mi t chc
lun pht sinh nhng vn , nh: cht lng, chi ph, nng sut, an ton lao ng ... tu
theo tng thi im, ngha v mc cn thit ca s vic trong thi im , ngi ta
s chn la a ra vn v thnh lp mt nhm hay mt s nhm tp trung ci tin

cc vn . Bn cnh vn khuyn khch nhng sng kin ci tin nh ca tng c
nhn hoc tng b phn trong t chc. Tt c hot ng trn u nm trong chin lc
pht trin ca t chc: ci tin lin tc nhng y mun nhn mnh mt iu nu tp
trung tt c ngun lc vo mt, hay mt s mc tiu la chn trc th d dn n thnh
cng m khng lng ph thi gian, cng sc;
Hnh 4.1. Cc tr ct ca TPM.

Planned Maitenance: Bo tr c k hoch, nhm thc hin phng chm phng bnh
hn cha bnh trnh dng my, trnh cc li lp li, tng tui th my, gim thi
gian sa cha v chi ph cho cng tc bo tr. ng thi c k hoch s dng thch hp
cho nhng my mc thit b mi ngay t khi bt u a vo hot ng;
Quality Maintenance (Hinshisu Hozen): Bo tr cht lng, nhm xy dng, duy tr v
qun l mt h thng qun l cht lng tt, kim sot cht lng t khu u tin n
khu phn phi v hu mi, c h thng khc phc v phng nga. ng thi phn tch
qu trnh sn xut tm ra cc im d xy ra li v tin hnh khc phc thch hp;
Training: o to, nu khng c qu trnh o to thch hp v chun ha, TPM v h
thng bo tr ni chung, s khng thnh hin thc. Vic o to phi m bo cht lng,
hiu qu;
Office TPM: hot ng TPM cc phng ban gin tip h tr cho b phn sn xut
nhim v ca h l thu thp, x l, cung cp thng tin, phc v cc nhu cu khc ca sn
xut;
Sefety, Health and Environment (SHE): An ton, sc khe v mi trng, hng ti
khng c tai nn lao ng, khng c bnh ngh nghip, khng tc ng xu n mi
trng. c bit nhn mnh n an ton, sc khe v mi trng lm vic ca cng nhn
vn hnh thit b.
b. ng dng
TPM hng nhiu vo phn cng ca h thng sn xut trong mt t chc, nn cc i
tng thch hp nht l cc t chc/doanh nghip c hot ng sn xut, trong , phn
my mc thit b tham gia ng gp ln cho vic to ra sn phm cng nh ng vai tr
quan trng to nn cht lng sn phm . Kt hp phn cng TPM vi phn mm l
TQM (Total Quality Management) & TPS (Toyota Production System), c th to ra mt
h thng qun l sn xut tng i hon chnh v ph hp cho nhiu doanh nghip sn
xut ti Vit Nam.
o
o
o
o
o
o
o
o
Nng cao nng sut v Ch s hiu sut thit b ton b (OEE);

Gim thiu chi ph sn xut sinh ra do my hng, my dng;
Giao hng ng hn 100%;
Khng khch hng phn nn;
Khng xy ra tai nn;
Khuyn khch cc sng kin ci tin ca ngi lao ng;
Chia s kinh nghim;
Ci thin mi trng lm vic.
c. Cch s dng
thc hin TPM cn 12 bc, c chia thnh 4 giai on:
Giai on chun b.
Giai on gii thiu.
Giai on thc hin.
Giai on duy tr, cng c.
Giai on chun b:
Thi gian: t 3 n 6 thng, gm cc bc:
Bc 1: Lnh o cao nht gii thiu TPM.
Bc 2: o to v gii thiu TPM.
Bc 3: Hoch nh cch thc t chc tin hnh thc hin TPM.
Bc 4: Thit lp cc chnh sch c bn v cc mc tiu ca TPM.
Bc 5: Trnh by k hoch pht trin TPM
Giai on gii thiu TPM:

Bc 6: Bt u TPM (hoch nh v thc hin).
Giai on thc hin:

Bc 7: Ci tin hiu sut ca mi thit b trong dy chuyn sn xut.
o Xc nh r cng vic.
o Xem xt tnh trng my mc.
o Xem xt mi quan h gia my mc, thit b, vt t, nhn lc v cc
phng php sn xut.
o Xem xt trnh t nh gi chung.
o Xc nh c th cc vn .
o xut cc ci tin ph hp.
Bc 8: T chc cng vic bo tr.
o
o
o
o
o
o
o
Chun b.
o lng, kim tra da vo cc nguyn nhn thc t.
Thit lp tiu chun v sinh v bi trn.
Kim tra tng th.
Kim tra vic t qun.
m bo tnh ngn np v gn gng.
T qun l hon ton.
Bc 9: Thc hin cng vic bo tr c k hoch trong b phn bo tr.

Bc 10: o to nng cao cc k nng bo tr v vn hnh.
Bc 11: T chc cng vic qun l thit b.
Giai on cng c, duy tr:

Bc 12: Thc hin hon chnh TPM mc cao hn.
thc hin thnh cng TPM, chi ph u t cho cc hot ng ny khng qu ln ng
thi c th hon ton c b p bng nhng thnh qu ngay trong qu trnh thc hin,
tuy nhin cc t chc cn c s n lc kin tr v lu di. Thng thng, ty quy m v
nn tng, cc t chc cn t 3 ~ 5 nm hon thin c 12 bc trn. Cc t chc c
sn mt s nn tng v thc hin cc h thng qun l ISO hay cc cng c nh 5S,
Kaizen,
QCC,
QC
Tools
th
c
li
th
hn.
5. KAIZEN.
a. Gii thiu.
Kaizen l mt cng c trong qun l c p dng nhm thc y hot ng ci tin lin
tc vi s tham gia ca mi ngi nhm ci thin khng ngng mi trng lm vic,
cuc sng mi c nhn, mi gia nh. T nm 1986, cun sch Kaizen cha kho ca s
thnh cng c xut bn th thut ng Kaizen c coi l khi nim c bn trong
qun l.
KAIZEN l cch tip cn mang tnh trit l v c h thng, c Nht Bn pht trin sau
chin tranh th gii th 2. Trong ting Nht, Kaizen c ghp t Kai - thay i hay
lm cho ng v zen - tt, ngha l ci tin lin tc. KAIZEN l s tch ly cc
ci tin nh thnh kt qu ln, tp trung vo xc nh vn , gii quyt vn v thay
i chun m bo vn c gii quyt tn gc. Do , KAIZEN cn hn mt qu
trnh ci tin lin tc, vi nim tin rng sc sng to ca con ngi l v hn. Qua , tt
c mi thnh vin trong t chc t lnh o n cng nhn u c khuyn khch a ra
xut ci tin d l nh xut pht t nhng cng vic thng ngy.
Khi p dng ni lm vic, Kaizen ngha l ci tin lin tc v n i hi s cam kt v
n lc lin tc ca mi ngi, cc cn b qun l cng nh cng nhn. Kaizen l nhng
ci tin nh thc hin tng bc trong mt thi gian di. Thc t, cc cng ty Nht
thng ch trng thc hin Kaizen hoc chng trnh c s tham gia ca nhn vin.
Kaizen t tn km nhng mang li hiu qu cao trong vic nng cao cht lng cng vic,
nng cao cht lng sn phm, dch v v gim chi ph hot ng.
c im ca Kaizen
L qu trnh ci tin lin tc ni lm vic;
Tp trung nng cao nng sut v tho mn yu cu khch hng thng qua gim
lng ph;
Trin khai da trn s tham gia nhit tnh ca mi thnh vin vi s cam kt mnh
m ca lnh o;
Nhn mnh hot ng nhm;
Thu thp v phn tch d liu l cng c hu hiu.
Kaizen c tip cn theo qu trnh, khi cc qu trnh c ci tin th kt qu s c

ci tin. Khi kt qu khng t c l s sai li ca qu trnh. Ngi qun l cn
phi nhn bit v phc hi cc qu trnh sai li. nh hng theo qu trnh c p dng
khi p dng cc chin lc Kaizen khc nhau nh: PDCA (Plan Do Check Act),
SDCA (Standardize - Do Check Act), QCD (Quality, Cost and Delivery), JIT (Just In
Time)...
Cc chng trnh KAIZEN c bn:
5S: SERI, SEITON, SEISO, SEIKETSU V SHITSUKE, ting Vit l

Sng lc, sp xp, sch s, sn sc v sn sng c p dng xy
dng mi trng lm vic gn gng, khoa hc v sch s.
KSS: H thng khuyn ngh Kaizen nhn mnh li ch xy dng tinh thn v s
tham gia tch cc ca ngi lao ng thng qua cc khuyn khch v ti chnh v
phi ti chnh.
QCC: Nhm cht lng l mt nhm nh tnh nguyn thc hin cc hot ng
kim sot cht lng ti ni lm vic, thc hin cng vic t pht trin, o to v
Kaizen trong ni lm vic.
JIT: ng thi hn l mt k thut kim sot hng tn kho v sn xut, l mt

phn trong h thng sn xut ca TOYOTA. H thng c Taiichi Ohno thit k
v hon thin ti cng ty TOYOTA ch yu nhm gim thiu lng ph khi sn
xut.
7 cng c thng k: l cc phng php thu thp v phn tch d liu lm cn c

ra cc quyt nh, bao gm: phng php phn tng d liu, phiu kim tra,
biu nhn qu, biu Pareto, biu phn b, biu phn tn, biu kim
sot.
b. ng dng
Mi t chc, doanh nghip c nhu cu thc y hot ng ci tin nng cao cht
lng, hiu qu cng vic u c th p dng Kaizen.
Li ch hu hnh:
Tch lu cc ci tin nh tr thnh kt qu ln;
Gim cc lnh ph, tng nng sut.
Li ch v hnh:
To ng lc thc y c nhn c cc tng ci tin;
To tinh thn lm vic tp th, on kt;
To thc lun hng ti gim thiu cc lng ph;
Xy dng nn vn ho cng ty.
c. Cch s dng
Cc bc thc hin Kaizen ti ni lm vic:
Cc bc thc hin Kaizen tun th theo vng PDCA. T bc 1 n bc 4 l P (k

hoch), bc 5 l D (thc hin), bc 6 l C (kim tra) v bc 7, 8 l A (hnh ng
khc phc hoc ci tin). Cc bc thc hin Kaizen gip chng ta gii quyt vn da
trn vic phn tch d liu. Cc bc thc hin Kaizen c tiu chun ho nh sau:
PLAN
1. La chn ch
2. Tm hiu tnh trng hin ti v xc nh mc tiu
3. Phn tch d kin thu thp xc nh nguyn nhn gc r.
4. Xc nh bin php thc hin da trn c s phn tch d liu.
DO
5. Thc hin bin php
CHECK
6. Xc nhn kt qu thc hin bin php
ACT
7. Xy dng hoc sa i cc tiu chun phng nga ti din.
8. Xem xt cc qu trnh trn v xc nh d n tip theo.
Hnh 5.1. Cc bc trin khai thc hin Kaizen theo chu k PDCA
6. HEIJUNKA V JIT CN BNG CHUYN V NG-THI-IM.

a. Gii thiu
Just-in-Time (vit tt l JIT) l mt thnh phn quan trng trong H thng sn xut
Toyota (Toyota Production System)/Lean Production. JIT tp trung vo nng cao hiu
qu kinh t trong qu trnh sn xut vi nguyn tc c bn l sn xut ng sn phm vi ng s lng - ti ng ni - vo ng thi im.
Mc tiu chnh ca JIT l kim sot tn kho mc ti thiu cn thit. t c iu
ny, mi cng on ca quy trnh sn xut s c hoch nh lm ra mt s lng
bn thnh phm, thnh phm ng bng s lng m cng on sn xut tip theo s cn
ti. JIT ch sn xut ra nhng ci m khch hng mun, loi b cc qu trnh khng to
gi tr gia tng, ng thi m bo quy trnh tip theo c th thc hin ngay khi quy trnh
hin thi chm dt. Qua , khng c hng mc no trong qu trnh sn xut ri vo tnh
trng khng, ch x l, khng c nhn cng hay thit b no phi i c u vo
vn hnh.
JIT cn c xem l mt chin lc v vn tn kho, gip nng cao hiu qu u t
bng cch gim tn ng vn, tn kho v cc chi ph lin quan.
Heijunka l mt phn chnh ca cc qu trnh JIT. Vi chi ph lu kho JIT c ti thiu
ha bng vic cung cp cc thnh phn ch khi no n cn n. Heijunka loi b s bt
thng ca khi lng cng vic (Mura) bng cch lm u v lin tc khi lng cng
vic. Vi Heijunka, Cc qu trnh c thit k c kh nng chuyn i d dng v ch
sn xut nhng ci cn thit khi cn thit.
Heijunka cng loi b lng ph Muri Qu ti hoc Qu p lc cng vic dn n cc
vn v an ton v cht lng.
b. ng dng
Heijunka c ng dng tp trung vo vic lm cho qu trnh sn xut c cn bng,
ng u c v lng & loi cc sn phm. Heijunka c bit quan trng vi nhng n
v sn xut c quy m trung bnh n ln.
Heijunka gip doanh nghip:
Khng sn xut sn phm theo hng b cun theo s bin ng v loi, lng sn
phm trong yu cu t hng thc t ca khch hng.
Cn c theo lng cc n hng ca khch hng trong 1 thi gian nht nh v cn
i sn xut theo lng v loi sn phm tng t nhau hng thng (hng ti cn
bng sn xut hng tun v tt nht l hng ngy).
Trnh c vic sn xut theo l ln (trnh c lng ph Over-production).
Gim mc tn kho thnh phm (trnh c lng ph Inventory).

Gim cc chi ph v vn (gim bt gnh nng tr li sut).
m bo n nh ngun lc (con ngi, my mc khng b qu ti, cng thng).
Gim thi gian sn xut - Lead time (kh nng giao hng tt hn).
To c phng php hoch nh sn xut p ng hiu qu hn cc nhu cu
a dng, thng xuyn thay i ca nhiu khch hng khc nhau mt cch linh
hot.
c. Cch s dng v v d.
thc hin c sn xut theo phng php Heijunka, trong khi vn tip tc mang li
s tha mn ca khch hng, cc nh qun l ca Toyota cng tnh ton mc tn kho tiu
chun ca thnh phm ti im cui ca qu trnh sn xut trong trng hp sn xut
theo phng thc make-to-stock. i vi trng hp cc sn phm c sn xut theo
n t hng (make-to-order), mc tn kho tiu chun ca cc sn phm ny c thit
lp ti ngay trc im ty bin (point of customization) ca sn phm . Mc tn
kho ph thuc vo mc bin ng ca n hng, s n nh ca qu trnh sn xut v
tn sut giao hng.
o V d 01:
Mt nh sn xut nhn c nhiu n t hng v nhm cc sn phm sn xut c to
ra t cng qu trnh. Cc n hng ny c bin dao ng v loi v lng rt ln.
Trong nhiu tun lin, khch hng t 600 n v, nhiu tun khc ch t 400 n v, v
cng c khi trong mt tun, yu cu t hng thay i tng ngy. t c yu cu
khng my d chu ny ca khch hng, theo cch lm truyn thng, nh sn xut ny
phi dc ton lc mi c th lin tc p ng c n hng, tc l cng phi chp nhn
s bin ng trong sn lng v loi sn phm u ra sao cho cho cng nhp vi yu cu
u vo ca khch hng. Nu khch hng t 600 n v trong mt tun, c th lm 600
n v. Nu khch hng t 120 n v trong 1 ngy, th cng lm 120! Theo quan im
TPS, cch lm trn l bnh thng v c th cha ny sinh vn g i vi mt nh
cung cp c quy m nh, v d quy m sn xut gia nh, c khch hng c xc
nh r, nhng vi mt nh sn xut c quy m ln hn th hon ton khng hiu qu. L
do l v, s khng c mt h thng sn xut no c th lin tc p ng c cc n
hng thng xuyn xoay o, bin ng nh th m khng khi chu nh hng bi
Mura (khng ng u v nng sut, cht lng) v Muri (qu ti i vi my mc, qun
l v nhn vin/ cng nhn).
R rng, vi s bin ng ln v tn sut v bin ca cc n t hng u vo nh
th, chc chn s gy ra s mt cn bng trong vic hoch nh lch trnh sn xut ca nh
sn xut ui cho kp tin giao hng, t dn n tnh trng sn xut v tn
lng hng ln theo l; hoc phi thng xuyn tng ca, lm thm gi kp tin ; gy
p lc ln nhn lc, thit b trong tun ny, ri c khi li phi cho nhn vin ngh hoc
gim cng lm vic trong tun tip theo do n hng gim. S bin ng ca qu
trnh theo cng s dn n s bin ng v cht lng sn phm.
Cc nh qun l ca Toyota cho rng, s tt hn nu nh sn xut tnh ton cho c nhu
cu di hn i vi sn phm lin quan, v tin hnh sn xut theo tc n nh mt
cch nhp nhng, u n cn c theo nhu cu di hn . Tc l, Nu xem rng qu trnh
sn xut l hon ton n nh (cc cng c h tr khc nh 5S, TPM, Chun ha hot
ng Standardized Operations, v cc h thng nh ISO 9001 c th gip t c
iu ny) v tn sut giao hng l 1 ln/tun, trung bnh nhu cu i vi sn phm no
l 500 n v/ tun (100 n v/ngy 5 ngy/tun), th tin hnh sn xut theo tc
c cn bng l 500 n v/ tun (100 n v/ngy), vi mc tn kho ti thiu s l 100
n v sn phm vo u tun v l 600 n v vo cui tun ti thi im giao hng, ri
s l 100 n v vo u ca tun tip theo,
o V d 02:
Di y l minh ha v mt cng ty may (gi nh) s ng dng Heijunka cn bng
sn xut v lng v loi sn phm nh th no.
Cng ty sn xut cc kiu o A, B, C, D cho th trng.
Nhu cu giao hng trung bnh hng tun: 5A, 3B, 2C, 2D.
Hnh 6.1. Lch sn xut Lean
Theo cch t chc sn xut truyn thng (mass producer): cng ty ny s mong
mun cng t phi thc hin chuyn i dy chuyn (con ngi, my mc, nguyn
vt liu, qu trnh) cng tt, khi , lch trnh sn xut s theo th t sau:
AAAAABBBCCDD. Hu qu v cc lng ph c th xy ra vi cch t chc
sn xut ny nh c gii thch trong phn trn.
Theo phng php Heijunka, vi vic cn bng c v lng v loi sn phm,
cng ty may ny s hoch nh sn xut theo cch sau: AABCDAABCDAB.
thc hin c kiu hoch nh cn bng sn xut ny, mt trong cc iu kin
quan trng l doanh nghip phi c thi gian chuyn i (change-over) ngn nht
c th linh hot chuyn i iu kin sn xut thch hp t sn phm ny sang
sn phm khc.
Tm li, mi khi Heijunka c hiu v vn dng mt cch thch hp vi loi hnh doanh
nghip, sn phm, kt hp nhun nhuyn vi cc cng c Lean c bn khc nh 5S,
TPM, qun l trc quan, chun ha qu trnh
7. SMED/ QCO - CHUYN I NHANH.

a. Gii thiu
SMED l thut ng c s dng i din cho s Chuyn i Nhanh (QuickChangeOver) hay thi gian ci t m c th c tnh n tng pht mt. SMED thng
c s dng tng ng vi Chuyn i nhanh. SMED v chuyn i nhanh l
phng php thc hnh vic gim thi gian thay i mt dy chuyn sn xut hay my
mc t sn phm ny sang sn phm khc.
ChangeOver
M hng A A A A A
B B B B B B
Thi gian
7h30 - 10h00
10h00 - 10h20
10h20 11h40
Hnh 7.1. Thi gian chuyn i gia 2 sn phm A-B
hiu SMED c th gip nh th no chng ta phi quan st qu trnh chuyn i (sn
phm). in hnh khi sn phm cui cng ca ln chy trc c sn xut, thit b
c ngng li v kha an ton, dy chuyn c dn sch, dng c c tr li v tr
quy nh, cc dng c mi s c lp t to iu kin cho vic sn xut sn phm k
tip. Khi cc iu chnh c thc hin, nhng thng s quan trng c ci t
(Nhit trc, bnh cha y, phu c y) v dn dn qu trnh khi ng
bt u sn xut sn phm trong lc thc hin nhng s iu chnh v kim tra cht
lng v tng tc ti tiu chun. Qu trnh ny mt thi gian, thi gian m c th c
gim thng qua SMED.
Chng trnh SMED hiu qu nhn ra v phn chia qu trnh chuyn i thnh nhng
thao tc ch cht:
Ci t Ngoi (External Setup) bao gm nhng thao tc m c th c lm trong
khi my ang chy v trc khi qu trnh chuyn i bt u.
Ci t Trong (Internal Setup) l nhng thao tc phi xy ra khi thit b dng.
Thao tc khng cn thit.
b. ng dng
Thc hin thnh cng SMED v chuyn i nhanh l cha kha to li th cnh tranh cho
bt k nh sn xut no trong sn xut, chun b, x l hay ng gi nhiu sn phm khc
nhau trn mt my, dy chuyn hay n v lm vic. SMED v chuyn i nhanh cho
php cc nh sn xut gi t tn kho hn trong lc p ng nhu cu khch hng vi
nhng sn phm thm ch t dao ng hn. SMED c nhiu li ch tim n nh vic gim
WIP (Work In Process bn thnh phm) gia tng ROI (Return On Investment li
nhun trn vn) ca thit b u t thng qua vic s dng hiu qu hn.
Doanh nghip, t chc thc hin SMED:
Rt ngn thi gian chuyn i lm gim cc loi lng ph bao gm:
o Sn xut tha
o Tn kho
o Ch i
o Sc lao ng
o Li sn phm.
Rt ngn thi gian chuyn i cho php chu k sn xut nhanh hn (Lead time
ngn hn)
H thng sn xut linh hot hn
Chuyn i n gin an ton hn.
c. Cch s dng v v d
Hnh 7.2. V d v cc bc rt ngn thi gian chuyn i.

Bc 01: o lng qu trnh thc t, xc nh cc hot ng thc t.
Bc 02: Tch cc hot ng Ci t bn trong (INT) ra khi cc hot ng Ci t bn
Ngoi (EXT).
Bc 03: Tm cch bin i INT thnh EXT.

Bc 04: Ci thin thi gian ci t.
-
Chun ha cc chc nng.

S dng chc nng kp, loi b c v vt.
S dng g trung gian
Loi b cc cng vic iu chnh
Tin hnh thao tc song song.
C gii ha
Bc 05: Chy th v ci tin.
8. NGN NGA LI V HNG.

a. Gii thiu
Ngn nga li v hng hay cn gi l chng sai li c th c xem nh l mt m rng
ca FMEA (Failure mode and effects analysis). Trong khi FMEA gip ta trng vic d
on v ngn nga cc vn sai st, cn cng c chng sai li sn phm cung cp cho
khch hng. N c bit quan tm ti mi nguy c xuyn sut bt k qu trnh no: li do
con ngi gy ra.
Ngng nga li v hng cng cn gi l Poka-yoke trong ting Nht, n c pht trin
bi mt nh t vn qun l Shigeo Shingo. Nhng tng ca Shingo l chng sai li
th cn phi c mt cng c (phng php) chng sai li. Cng c chng sai li vi mi
hot ng hay mt qu trnh bao gm vic pht hin, nhn dng v thit lp s kim tra
v ngn nga li trong qu trnh. Trong sn xut, kinh doanh chng ta hay gp phi cc
li v s c nh:
Thit b vn hnh sai chc nng: dng t ngt, hng, r r nguyn liu
Vn hnh thit b sai quy cch.
Bn giao nhn thit b sai v tr, thi im, ngi nhn.
C 4 mc ca vic ngn nga li v hng gm:
OK Li c pht hin sau khi to ra n

GOOD Li c pht hin trong cng thi im n c to ra.
BETTER Li c ngn chn cng thi im m n c th xy ra.
BEST Thit k khng cho php b li xy ra.
ng dng
b.
Gic cm c thit k khng th cm sai.

a.
C chn ngn nga vic lp nhm chiu

chi tit
c. Cng tc hnh trnh my t ng.
Hnh 8.1. Cc ng dng thc t nhm ngn nga li v hng.
Ngn nga li v hng phng php nn c p dng cho mi t chc, doanh nghip k
c c nhn. Vic ny gip lm gim c cc lng ph do vic lm li, hoc loi b, gip
cc thao tc tr nn n gim hn
b. Cch s dng
Trnh t cng vic cn lm bao gm cc bc:
1. Xc nh cc li c th xy ra ngay c khi c cc hnh ng phng nga. Xem xt li
mi bc trong qu trnh ang lm ng thi t ra cu hi Trong bc ny, li no c
kh nng xy ra nht, li con ngi hay do li thit b?
2. Quyt nh mt phng thc pht hin ra mt s li hay s c my mc c th xy ra
hoc sp xy ra.
V d: mt n bo trong t ca bn c th cho bit liu bn tht dy an ton cha?
Trong mt dy chuyn lp rp; khay gi cc ph kin s gip cho cng nhn pht hin
liu c phn no b thiu hay khng?
3. Xc nh v lc chn hnh ng ph hp khi sai li b pht hin. Thit b chng sai
li bao gm cc c cu c bn sau:
Kim sot: mt hot ng c th t khc phc li qu trnh, nh thit b t ng
chnh li v nh du li chnh t.
Dng h thng: mt qu trnh hoc thit b ngn chn hoc chm dt qu trnh khi
c li xy ra. V d: tnh nng t ng tt ca chic bn l dng ti gia nh
Cnh bo: bo ng cho nhng ngi lin quan n cng vic khi c mt sai li
xy ra. V d, ci tht dy an ton. Ngi ta thng hay b qua nhng tn hiu
cnh bo, v vy cc cng ckim sot v ngt h thng thng c s dng.
Vic p dng nhng phng thc pht hin, t khc phc, ngn chn/chm dt hoc cnh
bo mt vn i hi chng ta phi c thc t v sng to, ni chung nn s dng cc
phng php n gin nht c th nh:
t m bng mu v hnh dng ph hp vi cc cht liu v ti liu
Cc biu tng v hnh tng xc nh d dng cc vt liu, chi tit, nguyn
cng thng bln ln
Lp cc bng lit k cng vic, cc mu bng biu r rng, cc qu trnh cng vic
cp nht nht v s cng vic s gip ngn chn cc li xy ra i vi cc sn
phm
Dave Boenitz, nh qun l ca nh sn xut cc thit b cht bn dn cho bit cng c
chng sai li tp trung vo vic ci tin v cc n lc sn xut ng thi im. Chng
ti tm kim cc phng thc lm dy chuyn lp rp tht d hiu vic lp rp
khng th no b sai li. V vy, chng ti thc hin nhng vic c th nhn bit d
dng bng mt; chng ti c nhng s c t mu d dng nhn ra phn c

lp ghp vi nhau. Cng nh vy, cc loi k thut lp ghp v nhng chi tit g lp
c thit k sao cho khng th lp rp sai li nh l mt cha kho ch khp vi mt
kho nht nh
Cn quan tm thm n vic kim tra cng vic mi bc, nh l: Nhng ngi thc
hin cng vic kim tra sn phm ca h trc khi n chuyn qua mt qui trnh khc; sau
nhng ngi nhn sn phm s kim tra sn phm. Thng qua hnh ng ny c
iu phi mt cch hi ho, chng s c th gip chng ta loi b hu ht cc li lp rp
c th xy ra
9. KANBAN
a. Gii thiu
Kanban: l mt cng c vn hnh h thng JIT. mt chic nhn, thng c bc
bn trong mt bao b nha. Trn Kanban, thng cha nhng thng tin sau:
Tn chi tit, sn phm c sn xut.

Sc cha container.
a ch, k hiu ca quy trnh lm vic trc.
a ch, k hiu ca quy trnh sau.
Hnh 9.1. Mt v d v th Kanban

Ngoi cc thng tin ch yu , th tu vo loi Kanban v tu vo tnh hnh c th ca
mi doanh nghip m c th c thm nhng thng tin khc.
Phng php Kanban:
Trong mt xng sn xut, bc lm vic th N ch sn xut mt khi c ch lm vic
th N+1 yu cu. Ch lm vic ny li ch sn xut khi c yu cu t ch lm vic th
N+2 ch lm vic cui cng ch sn xut khi lm tha mn yu cu khch hang.
Hnh 9.2. Dng thng tin Kanban thng i ngc v ln dng vt cht.
Phng php ny cn phi c mt h thng thng tin truyn nhanh nhng nhu cu t h
ngun (ch lm vic cui cng) v thng ngun. H thng thng tin ny tn ti v c
gi l Phng php Kanban
Dng thng tin ca phng php Kanban i ngc so vi dng vt chtv l tn hiu
bt u dng vt cht theo cc thng tin m Kanban quy nh.
Chc nng ca Kanban.
Hng dn: l cng c hng dn sn xut v vn chuyn.(Sn xut chi tit, sn
phm no, vn chuyn bao nhiu)
T kim tra: ngn nga sn xut tha. Mi cng on t kim tra m bo
ch sn xut nhng chi tit, sn phm vI s lng cn thit, tI thI im cn
thit.
Kim tra bng mt: th Kanban khng ch cha thng tin bng s m cn cha
thng tin vt l. (V d: cc th Kanban mu trng, xanh l, v vng: mu trng
hoc xanh th cha cn sn xut ngay, mu vng l tn hiu vic sn xut phI
c bt u)
Ci tin hot ng: Kanban duy tr mc tn kho ti thiu, gim chi ph sn xut,
nh vy doanh nghip hot ng c hiu qu hn.
Gim chi ph qun l: H thng Kanban cng gip gim chi ph qun l do hoch
nh ngn hn khng cn na, bi bn cht ko ca h thng.
C ba loi Kanban c dng:
Kanban sn xut (in-process Kanban): l ci mang thng tin trc quan t
nguyn cng di t hng cho nguyn cng trn mt khi lng sn phm tng
ng mt nhp dy chuyn.
Kanban 1 th (single-card Kanban): Phng php t hng gia 2 cng on
ch sn xut 1 loi sn phm. V d phng php hai thng cung cp vt t
bng cch dng 2 thng cha c sc cha nh nhau, cung cp trong 1 nhp dy
chuyn. Khi thng 1 ht c gi v nh 1 tn hiu t hng nguyn cng trn bt
u sn xut 1 lng bng sc cha ca thng khi thng th 2 ang c tiu
th nguyn cng di.
Kanban nhiu th (multiple-card Kanban): l phng php t hng vt t s
dng nhiu thng tin ring bit nh vn chuyn, sn xut, d trtrong cc trung
tm sn xut nhiu sn phm, c lp c thi gian chun b sn xut ln, khong
cch xa, thi gian sn xut 1 l vn chuyn di.
Ngoi ra Kanban cn c phn loi theo mc ch ca n:
Kanban vn chuyn (transport kanban): y l loi dng thng bo cho
cng on trc cn chuyn chi tit, sn phm cho cng on sau.
Kanban sn xut (production kanban): y l loi dng bo cho dy chuyn
sn xut cn sn xut chi tit, sn phm b vo lng hng giao i.
Kanban cung ng (supplier kanban): y l loi dng thng bo cho nh

cung cp bit cn phi giao hng.
Kanban tm thi (temporary kanban): kanban c pht hnh c thi hn
trong cc trng hp b thiu hng.
Kanban tn hiu (signal kanban): l loi dng thng bo k hoch cho cc
cng on sn xut theo l.
Hnh 9.3. Cc ng i ca Kanban v sn phm
b. ng dng
Kanban sn xut IPK: L h thng m Kanban ch di chuyn c gia hai ch lm

vic, Kanban ny c ghi r tn (a ch) ca ch lm vic bn trn v lm vic bn
di. Kanban sn xut c s dng trong cc dy chuyn sn xut bo hiu thi gian bt
u sn xut l hng tip theo tng ng vi nhp dy chuyn. Dng IPK c mc ch:
iu chnh nhng mt cn bng nh trn dy chuyn
m bo sn xut ca dy chuyn ph hp vi yu cu ca khch hng.
Bo cho cng nhn bit thi gian lm vic duy tr nhp sn xut ca nguyn
cng tip theo.
iu kin p dng h thng Kanban:
H thng thng tin phi r rng, minh bch.

Dng sn xut linh hot v thng sut.
Thit b, my mc phi c b tr mt cch hp l.
Cc sn phm c thi gian thay i ngn.
Cc bin ng ngu nhin cn c loi b.
Mi quan h vi nh cung cp phi c cng c v pht trin.
Lao ng a nng, c kh nng thay i ch lm vic, c th iu chnh v bo
dng my mc.
Tiu chun ha cc b phn v n v lp rp sn phm.
u im:
Cho thy c vn ln cn gii quyt ca phn xng.
Gip nm c tnh hnh my mc thit b, ph phm pht sinh da vo dng di
chuyn thng tin nhanh gia cc ch lm vic.
Phi hp chc ch gia cc ch lm vic.
Thch ng qu trnh sn xut v nhu cu.
S lng tn kho l t nht.
Khng cn lp k hoch hng ngy.
Cho php dao ng 10% so vi nhu cu.
Trong phn xng, h thng kim tra KANBAN l then cht.
C kh nng hiu chnh chnh xc k hoch c lp trn MRP II (Manufacturing

resource planning).
Nhc im: (khc phc bng cch s dng kt hp MRP II)
Khi p dng h thng Kanban, xng s khng c tn kho, v vy khng p ng
c dao ng ln.
S ri lon ca mt cng on s lm nh hng n tan h thng
c. Cch s dng
Cng thc tnh s Kanban:
=
N:
S lng Kanban
D:
Nhu cu trung bnh trong 1 n v thi gian
L:
Chu k sn xut 1 thng Kanban
G:
H s qun l (<10% DL)
C:
Sc chc 1 thng
Nguyn tc s dng Kanban:

Nguyn tc 1: Qu trnh sau ch ly i cc sn phm cn thit t qu trnh trc
vi s lng cn thit thi im cn thit.
Nguyn tc 2: Qu trnh phi sn xut s lng bng s lng ly i.
Nguyn tc 3: Nhng chi tit sn phm b li khng c chuyn n qu trnh
sau.
Nguyn tc 4: Ti thiu s Kanban.
Nguyn tc 5: Kanban c s dng hiu chnh i vi s thay i nh trong
nhu cu.
Nguyn tc 6: S lng cc b phn chi tit sn phm thc t cha trong hp hoc
ng gi phi bng vi s lng ghi trn Kanban.
V d:
D = 500 chi tit/h

L = 30 pht
C = 50 chic
G = 20 chic
=
Vy ta nn dng 6 Kanban.
. +
V d v Kanban mt th:
Hnh 9.4. Cc bc ca mt Kanban 1 th.
Bc 1:
Ngi c trch nhim Trm 2 M thng cha y chi tit, ly th Kanban v cho vo
hp Kanban.
Bc 2:
Ngi c trch nhim vn chuyn th Kanban t Hp Kanban vTrm 1.
Bc 3:
Trm 1 sau khi sn xut thng cha chi tit, gn th Kanban v chuyn chng n trm 2.
Trm 2, Lc ny Trm 2 chi tit c cha trong thng c sn xut ht.
Bc 4:
Thng cha ht c tr vTrm 1. Trm 2, thng cha chi tit mi c a vo
sn xut. Bt u quay li bc 1.
10. 5 Whys
a. Gii thiu:
5 Cu hi ti sao - 5 Whys hay 5W l mt k thut iu tra thng c dung tm
nguyn nhn gc r ca vn . K thut ny c pht trin bi ngi Sakichi Toyoda,
ngi sang lp Toyota Industries, K thut ny l mt phn ca h thng sn xut Toyota
(TPS Toyota Production System), v mt cng c iu tra chnh trong h thng sn
xut tinh gn Lean Manugacturing.
tng pha sau ca 5W rt n gin: Hy hi tip nhng cu hi Ti sao? cho n
khi bn m ra c nguyn nhn gc r ca vn . Mc d cng c ny kh n gin
nhng li mang li hiu qu rt ln. a s cc vn u c th iu tra c nguyn
nhn ca n, nhng nhng nguyn nhn c bn trc tip tc ng rt kh nhn nhn
c ngay. Thng qua vic tr li tng cu hi Ti sao? m ngi tr li chng s dn
h l c nguyn nhn gc r ca vn .
b. ng dng
Nguyn nhn gc r chnh l ti nguyn sinh ra cc vn . a phn vn c
mt lot cc hnh ng dn n chng. Hnh ng cui cng - ci l nguyn nhn trc
tip ca vn li thng l mt h qu ca mt tp hp phc tp cc iu kinv hnh
ng. Nguyn nhn gc r l hnh ng u tin kch hot v gy ra phn ng dy
truyn .
Phng php Lean c gng loi b lng ph. Vic xa b cc iu kin dn n cc vn
v lng ph l nn tng ca Lean. Yu cu ny i hi vic xc nh cc nguyn nhn
c bn ca mt vn .
Tuy nhin mt s hn ch do cc i hi v mt chi ph, ti nguyn trnh vn hoc
do khng tp trung tm nguyn nhn, m vn vn c duy tr kh nng quay li.
Cch duy nht loi b vn l loi b nguyn nhn gc r v cc hot ng dn n
vn .
5W s dn n gc ca vn , thng thng nguyn nhn gc li do chnh sch qun l.
Cc chnh sch qun l dn n vn theo nhiu cch. i khi, chnh sch mi c th
dn n hu qu ngoi mun, hay thay i tng tc gia cc b phn Ph bin nht
l to ra ng lc dn n vn .
c. Cch s dng
5W cung cp mt cch h thng chun on nguyn nhn gc r. Qu trnh ny n
gin v d hiu. Bt u t vic hi l do ti sao mt vn xy ra. u l nguyn nhn
trc tip tr li cho cu hi ny. Bc tip theo l hi ti sao tnh trng ny tn ti. Tip
tc hi cu hi ny t nht 5 ln.
V d di y s trnh by cch s dng 5W c th hn:
What:
Giao hng chm cho khch hng
Why 1
Ti sao: Giao hng chm cho khch hng

V: Mt kp sn xut khu p nha phi sn xut li.
Why 2
Ti sao: Mt kp sn xut khu p nha phi sn xut li.

V: Cp sai nguyn vt liu nha cho khu p nha
Why 3
Ti sao: Cp sai nguyn vt liu nha cho khu p nha
V: cp liu nhm ht nha trong kho.
Why 4
Ti sao: Cp liu nhm ht nha trong kho.

V: Nguyn vt liu c t nhm sang v tr ca nguyn vt liu khc.
Ti sao: Nguyn vt liu c t nhm sang v tr ca nguyn
Why 5
vt liu khc.
V: Khu vc nguyn vt liu khng c k hiu nn khi nhp hng nhm
vo.
Solution
nh du, k hiu cc khu vc trong kho.

Hnh 10.1. Mu v d v 5Whys
MC LC
I.
GII THCH THUT NG V KHI NIM. ....................................................... 1

1.
CC LNG PH TRONG LEAN. ...................................................................... 1

a.
Muda ............................................................................................................... 1
b.
Mura ............................................................................................................... 2
c.
Muri ................................................................................................................ 3
2.
II.
CC KHI NIM. ............................................................................................. 3

a.
Talk time ......................................................................................................... 3
b.
Cycle time ....................................................................................................... 4
c.
Lead time ........................................................................................................ 4
CC CNG C LEAN. .......................................................................................... 5

5S V T CHC NI LM VIC. .................................................................. 5
1.
a.
Gii thiu ........................................................................................................ 5
b.
ng dng ........................................................................................................ 5
c.
Cch s dng................................................................................................... 6
2.
SW CHUN HA CNG VIC. ................................................................. 11

a.
Gii thiu. ..................................................................................................... 11
b.
ng dng ...................................................................................................... 11
c.
Cch s dng................................................................................................. 11
VSM LU CHUI GI TR. ................................................................. 14
3.
a.
Gii thiu ...................................................................................................... 14
b.
ng dng ...................................................................................................... 14
c.
Cch s dng................................................................................................. 14
4.
TPM DUY TR HIU SUT TNG TH. ................................................... 19

a.
Gii thiu ...................................................................................................... 19
b.
ng dng ...................................................................................................... 22
c.
Cch s dng................................................................................................. 22
5.
KAIZEN. .......................................................................................................... 24
a.
Gii thiu. ..................................................................................................... 24
b.
ng dng ...................................................................................................... 25
c.
Cch s dng................................................................................................. 25
HEIJUNKA V JIT CN BNG CHUYN V NG-THI-IM. ....... 27
6.
a.
Gii thiu ...................................................................................................... 27
b.
ng dng ...................................................................................................... 27
c.
Cch s dng v v d. .................................................................................. 28

SMED/ QCO - CHUYN I NHANH. ......................................................... 31
7.
a.
Gii thiu ...................................................................................................... 31
b.
ng dng ...................................................................................................... 31
c.
Cch s dng v v d ................................................................................... 32

NGN NGA LI V HNG. ...................................................................... 34
8.
a.
Gii thiu ...................................................................................................... 34
b.
ng dng ...................................................................................................... 34
c.
Cch s dng................................................................................................. 35
9.
KANBAN ........................................................................................................ 37
a.
Gii thiu ...................................................................................................... 37
b.
ng dng ...................................................................................................... 39
c.
Cch s dng................................................................................................. 41
10.
5 Whys ............................................................................................................ 44
a.
Gii thiu: ..................................................................................................... 44
b.
ng dng ...................................................................................................... 44
c.
Cch s dng................................................................................................. 44
HI P V ISO
1) ISO L G? NHIM V CA ISO?
ISO (International Organization for Standardization) l T chc tiu chun
ho quc t. c thnh lp vo nm 1947, hin nay c trn 150 quc gia
thnh vin. Vit Nam gia nhp vo ISO nm 1977, l thnh vin th 77 ca
t chc ny.
B tiu chun ISO 9000 l b tiu chun c c kt da trn cc cc kinh
nghim qun l tt trn ton th gii. Mc ch ca b tiu chun ISO 9000
l m bo cc t chc p dng n c kh nng cung cp mt cch n nh
cc sn phm p ng cc yu cu v cht lng ca khch hng.
Nhim v ca ISO: Thc y s pht trin v vn tiu chun ho
nhm to iu kin thun li cho vic trao i hng ha, dch v quc t. Vi
ch li v tnh hiu qu ca vic p dng ISO, ngy nay ngi ta m rng
phm vi p dng cho mi t chc khng phn bit loi hnh, quy m v sn
phm vo c lnh vc qun l hnh chnh, s nghip.
ISO 9001:2000 l b tiu chun quc t v h thng qun l cht lng,
gm:
Tiu
chun
p
dng: ISO
9001:2000
Tiu chun hng dn: ISO 9001:2000, ISO 9004:2000, ISO
19011, IWA2
2) TI SAO T CHC NN P DNG H THNG ISO?
gi khch hng v lm khch hng tha mn th sn phm (dch v) m
t chc bn cung cp phi p ng yu cu ca khch hng.
ISO 9000 cung cp cho t chc ca bn mt c ch cho php tip cn
mt cch h thng cc qu trnh (hot ng) din ra trong t chc v vy t
chc ca bn cung cp mt cch n nh sn phm ph hp mong i ca
khch hng. iu c ngha l khch hng ca bn lun lun hi lng vi
sn phm m bn cung cp.
3) TI SAO CHN ISO 9000?
p lc t nhiu pha s dn n quyt nh chn ISO 9000 ca bn
p lc t th trng:
- Khch hng ca Doanh nghip yu cu,
- C quan qun l nh nc yu cu,
- Ci tin hiu qu hot ng to v duy tr li th cnh tranh,
- Xu th hi nhp quc t.
p lc t ch s hu, c ng:
- Duy tr, pht trin sn xut kinh doanh thng qua duy tr v pht
trin th trng,
- Nng cao hiu qu u t thng qua nng cao hiu sut hot
ng.
p lc t nhn vin:
- Nng cao thu nhp nh vo s pht trin v nng cao hiu qu
sn xut kinh doanh ca Doanh nghip,
- Nng cao nng lc c nhn
4) C G KHC GIA ISO 9000: 2000 V ISO 9001:2008?
ISO 9001: 2008, Quality management system- Requirements (H
thng qun l cht lng- Cc yu cu), l phin bn th 4 ca tiu
chun trong phin bn u tin c ban hnh vo nm 1987 v tr
thnh chun mc ton cu m bo kh nng tha mn cc yu cu v cht
lng v nng cao s tha mn ca khch hng trong cc mi quan h nh
cung cp-khch hng.
ISO 9001-2008 khng a ra cc yu cu mi so vi phin bn nm 2000
b thay th, m ch lm sng t nhng yu cu hin c ca ISO 9001: 2000
da vo kinh nghim p dng trong 8 nm qua v a ra nhng thay i
hng vo vic ci thin nhm tng cng tnh nht qun vi tiu chun ISO
14001: 2004 v h thng qun l mi trng.
Tt c tiu chun ISO- hin c trn 17.400 tiu chun u c nh k sot
xt. Mt s vn a ra trong tiu chun b li thi chng hn nh lin
quan n s pht trin v cng ngh, cc phng php v ti liu mi, cc
yu cu mi v an ton v cht lng hoc cc vn v cch hiu v ng
dng. xem xt cc yu t ny v nhm m bo rng cc tiu chun ISO
l nhng tiu chun tin tin nht, ISO c quy nh bt buc cc tiu
chun ny phi c nh k sot xt v s a ra quyt nh tha nhn,
hy b hoc sa i tiu chun.
5) NGUYN TC QUN L CHT LNG THEO ISO L G?
C 8 nguyn tc qun l cht lng theo tiu chun ISO, l:
a. Hng v khch hng
T chc ph thuc vo khch hng, do t chc phi thu hiu nhu
cu hin ti v tng lai ca khch hng, phi p ng yu cu ca khch
hng v n lc p ng vt mong i ca khch hng.
b. Tnh lnh o
Ngi lnh o thit lp s thng nht v mc ch v hng i ca t
chc. H to ra v duy tr mi trng ni b, trong mi ngi u c th
huy ng y t c mc tiu ca t chc.
c. S tham gia ca mi thnh vin.
Con ngi l yu t quan trng nht nh hng n qu trnh hnh
thnh cht lng. Do cn:
To
ra
mi
trng
lm
vic
thun
li.
Xy dng chnh sch ng vin, khen thng kp thi.
o
to
v
pht
trin
ngun
nhn
lc.
Pht hin, pht hy tnh sng to ca mi thnh vin.
d. Tip cn theo qu trnh
Kt qu mong mun s t c mt cch hiu qu khi cc ngun lc
v cc hot ng lin quan c qun l nh mt qu trnh.
e. Tip cn theo h thng qun l
Vic xc nh, nhn thc v qun l cc qu trnh c quan h vi nhau
nh mt h thng, ng gp vo hiu qu, hiu lc ca t chc t c
cc mc tiu.
f. Ci tin lin tc
Ci tin lin tc l mc tiu ca tt c cc t chc.
thc hin ci tin lin tc, cn thc hin cc bc sau:
+
Xc
nh
cc
qu
trnh
ci
tin.
+
Phn
tch,
hoch
nh
gii
php.
+
T
chc
thc
hin
gii
php.
+
o
lng
kt
qu
thc
hin.
+ nh gi kt qu.
g. Quyt nh da trn s kin
Thng tin, d liu y , chnh xc, kp thi v c kh nng lng

c
s
phn
nh
bn
cht
s
vic.
Phn tch thng tin, d liu khoa hc gip lnh o a ra cc quyt
nh ng.
h. Quan h hp tc cng c li vi nh cung cp
T chc v nh cung cp ph thuc ln nhau v mi quan h cng c li
s nng cao nng lc ca c hai bn to ra gi tr.
6) LI CH KHI TRNG P DNG H THNG ISO?
Cc li ch thc t vi mi t chc cn tu thuc vo mt s yu t nh
phc tp ca cc qu trnh, trng thnh ca h thng qun l, cam kt
ca lnh o, v nhn thc ca nhn vin.
a)
i
vi
bn
ngoi
Thng qua vic p dng c hiu lc v hiu qu h thng qun l
cht lng ISO s nng cao hnh nh, uy tn ca nh trng trong x hi ni
chung,
i
vi
nh
tuyn
dng
(khch
hng)
ni
ring.
Thng qua cc hot ng o lng, phn tch, ci tin s p ng
ngy cng tt hn cc yu cu ca khch hng.
b)
i
vi
ni
b
Gip nh gi kt qu thc hin cng vic ca cc phng, khoa thng
qua
cc
mc
tiu
c
th,
o
lng
c.
Gim thiu vic lnh o tham gia nhiu vo cc cng vic mang tnh
s v, gip CBVC hiu v thc hin ng, trch nhim v quyn hn ca
mnh.
Kim sot cc qu trnh mt cch c hiu qu, gip nng cao cht
lng
dy
v
hc.
To ra phong cch lm vic khoa hc, t duy h thng.
Thit lp mi quan h hp tc, cnh tranh lnh mnh gia cc n v
trong trng.
c)
i
vi
cc
ngi
hc
Ngoi nhng li ch chung c nu trn, khi thc hin ISO ngi hc
cn
c
hng
li
nh
sau:
c cung cp nhng dch v phc v hc tp ti u nht trong iu
kin
kh
d
ca
nh
trng.
Cc yu cu chnh ng c gii quyt nhanh chng theo mt quy
trnh
c
th.
Cc quyn li ca ngi hc c tn trng. Nh trng lun lng
nghe v xem xt mc hi lng c nhng ci tin ph hp.
7) LM G H THNG ISO VN HNH TT TRNG I HC ?
a)
V
nhn
thc:
Trc ht trng n v nghin cu v trin khai cho CBVC n v
mnh thu hiu v ngha v tm quan trng ca vic p dng cc quy trnh
ISO trong qun l, trong ging dy v hc tp. Vic p dng ISO trong
trng i hc Nng Lm TP.HCM c xem l khu t ph u tin gp
phn ci tin cng tc qun l v nng cao cht lng o to.
ho
Lm cho CBVC thu hiu chnh sch cht lng, k hoch thc hin
mc tiu cht lng ca trng, trn c s m xy dng mc tiu ca
n v, ph hp vi mc chnh sch cht lng v mc tiu ca nh trng.
Lm cho CBVC thu hiu cc quy trnh v k thut thc hin cc quy
trnh trong b ISO c nh trng ban hnh.
b)
V
chuyn
mn,
nghip
v
Xy dng v thc hin ng Quy trnh: Khi thc hin mt cng vic
c th c lin quan n ISO, trng n v v ngi thc hin phi nghin
cu quy trnh thc hin trong ISO trin khai thc hin cho ng. Trong
qu trnh thc hin cn ghi nhn nhng iu cha tht hp l (nu c) trong
cc quy trnh xut Ban Gim hiu chnh sa theo nguyn tc ca ISO.
To lp cc chng c cho tng giai bc thc thc hin: Khi trin
khai thc hin cc bc c ghi trong quy trnh, ngi thc hin phi lp
cc chng t theo quy nh ca ISO (c xc nh trong cc bc c th
ca
tng
quy
trnh).
S kt tng giai on, tng kt khi thc hin xong quy trnh: Khi
trin khai thc hin quy trnh, khi xong tng bc ngi thc hin phi ghi
nhn
kt
qu
vo
chng
t
theo
di
v
kim
tra.
Ghi nhn kt qu, lp h s lu.
8) H S L G? TI LIU L G?
a) H s
H s l cc loi giy t lin quan n mt ngi, gii quyt mt v vic,
mt vn no , qua ni ln cc kt qu t c hay cung cp
bng chng v cc hot ng c thc hin, c tp hp li mt cch c
h thng: h s cn b, h s mi ging, h s mua sm hng ho,
Trong ISO, sau khi thc hin xong cng vic, vic thit lp h s v lu
tr h s l cng vic quan trng v cn thit, bi v l bng chng chng
minh cng vic c thc hin.
b) Ti liu
Ti liu, theo cch hiu ca ISO l cc loi vn bn php quy hoc c tnh
php quy dng lm cn c x l, gii quyt cc cng vic thuc chc
nng nhim v ca mt c quan, n v nht nh. Theo ISO, c hai loi ti
liu:
Ti
liu
bn
ngoi
Ti liu bn ngoi l cc vn bn quy phm php lut do cc c quan
bn ngoi nh trng ban hnh, c p dng cho cc cng vic ca trng:
Vn bn Lut, Php lnh, Ngh quyt (ca QH,CP), Ngh nh, Quyt nh,
Ch th, Thng t
Theo quy nh ca ISO, mi n v u phi c mt danh mc ti liu
bn ngoi dng chung cho mi thnh vin trong n v. Danh mc ti liu
bn ngoi ch gm nhng vn bn quy phm php lut phc v trc tip cho
cng tc qun l v iu hnh cng vic ca mt n v c th, theo chc
nng nhim v c Ban Gim hiu phn cng.
V d: iu l trng i hc, Nhng loi vn bn thng thng v vn

bn quy phm php lut khc phi c lu tr theo ch qun l cng
vn n v i thng thng.
Ti
liu
ni
b
L cc quy trnh do Trng bin son p dng trong HTQLCL (v d:
Quy trnh thit k v pht trin chng trnh o to, Quy trnh thi, Quy
trnh tuyn dng .) v cc vn bn c tnh php quy do Hiu trng k ban
hnh p dng trong trng nh: Hng dn thc hin Quy ch 25, S tay
sinh vin, Quy ch chi tiu ni b, hng dn bnh xt thi ua,
Theo quy nh ca ISO, danh mc ti liu ni b cn c thnh lp n v
theo mu thng nht.
Cc
ti
liu
ni
b
cn
thit
lp
n
v
V d: Phn cng v l li lm vic trong Ban Gim hiu
ISO 9001:2008 Gii m cc yu cu t gc nhn ca cc chuyn gia nh gi ni b
Nu ni H thng qun l cht lng (HTQLCL) l mt cng c qun l cht lng sn
phm v hot ng ca mt t chc th nh gi cht lng ni b l mt hot ng
c bit quan trng trong vic m bo tnh hiu lc, hiu qu, ph hp v thch hp
ca H thng ny. Nh vy, mc d cng l mt cng c qun l, nh gi cht lng
ni b l mt cng c qun l c bit bi i tng ca n l HTQLCL ...
LI M U
ni b l mt cng c qun l c bit bi i tng ca n l HTQLCL.
Trong ba c s xy dng HTQLCL l c th v hot ng ca t chc, nhu cu
qun tr v cc yu cu ca tiu chun ISO 9001:2008, cc yu cu ca tiu chun
ISO 9001:2008 chim mt v tr quan trng gip kt ni cc yu t c th ca t
chc v cc nhu cu qun tr thnh mt H thng qun l. hot ng nh gi ni
b HTQLCL thc hin c cc chc nng ca mnh, vic hiu v din gii mt
cch ng n v linh hot cc yu cu ca tiu chun ISO 9001:2008 trong qu
trnh nh gi l mt yu cu bt buc vi cc chuyn gia nh gi ni b.
Cc yu cu ca tiu chun ISO 9001:2008 mang tnh khi qut (generic) cao m
bo mi t chc vi cc loi hnh, lnh vc, quy m khc nhau u c th p dng.
Trong cc yu cu ca tiu chun cng khng bao gm cc hng dn hay phng
php tiu chun thc hin v p ng chng. Chnh v vy s hiu qu trong trin
khai p dng, s dng chng nh tiu ch nh gi ph thuc rt nhiu vo kh nng
din gii v vn dng mt cch thch hp cho tng trng hp c th, vi cc qu trnh
v bi cnh c th l i tng qun l cht lng v nh gi.
Ti liu ISO 9001:2008 - Gii m cc yu cu t gc nhn ca Chuyn gia nh gi ni
b do P & Q Solutions bin son nhm mc ch cung cp cho cc chuyn gia nh
gi ni b mt s din gii tng qut v cc yu cu ca tiu chun trn c s phn
tch theo cc kha cnh ca nguyn tc qun l cht lng lin quan v ri ro thng
thng trong qun l cht lng. Cc din gii ny cng da trn nhng phn c
din gii (interpretation) trn website ca ISO (http://www.iso.ch) v nhng hng dn
nh gi ISO 9001 ca ISO 9001 Auditing Practices Group c ISO v IAF cng
b. Ngoi ra, ti liu ny cng cung cp cc ch dn v nhng bng chng nh gi
tiu biu v cch thc thu thp nhng bng chng ny trong qu trnh nh gi ni b.
Ti liu ISO 9001:2008 - Gii m cc yu cu t gc nhn ca Chuyn gia nh gi ni
b mang tnh hng dn v c cng b cho mc ch tham kho. S dng v tham
kho n ti liu ny trong qu trnh nh gi khng thay th cho vic t c cc
chun mc nng lc cn thit ca chuyn gia nh gi ni b thng qua cc chng
trnh o to v pht trin chuyn gia nh gi ni b theo thng l.
P & Q Solutions trn trng mi kin ng gp v chia s v nhng ni dung ca ti
liu cng nh nhng kin xut ci tin ti liu trong nhng phin bn cp nht
trong tng lai. Mi kin xin gi v a ch email pnqbooks@pnq.com.vn ./.
CHNG 1.
H THNG QUN L CHT LNG
1.1
Yu cu chung
1.1.1
Trch dn iu 4.1 ca ISO 9001:2008
T chc phi xy dng, lp vn bn, thc hin, duy tr h thng qun l cht lng v
ci tin lin tc hiu lc ca h thng theo cc yu cu ca tiu chun ny.
T chc phi:
a)
xc nh cc qu trnh cn thit trong h thng qun l cht lng v p dng
chng trong ton b t chc (xem 1.2),
b)
xc nh trnh t v mi tng tc ca cc qu trnh ny,
c)
xc nh cc chun mc v phng php cn thit m bo vn hnh v
kim sot cc qu trnh ny c hiu lc,
d)
m bo sn c cc ngun lc v thng tin cn thit h tr vic vn hnh
v theo di cc qu trnh ny,
e)
theo di, o lng khi thch hp v phn tch cc qu trnh ny, v
f)
thc hin cc hnh ng cn thit t c kt qu d nh v ci tin lin
tc cc qu trnh ny.
T chc phi qun l cc qu trnh theo cc yu cu ca tiu chun ny.
Khi t chc chn ngun bn ngoi cho bt k qu trnh no nh hng n s ph hp
ca sn phm vi cc yu cu, t chc phi m bo kim sot c nhng qu trnh
. Cch thc v mc kim sot cn p dng cho nhng qu trnh s dng ngun
bn ngoi ny phi c xc nh trong h thng qun l cht lng.
1.1.2
Din gii v nhn xt
iu 4.1 ca tiu chun a ra nhng yu cu chung cho trin khai mt H thng qun
l cht lng vi quan im r rng v nguyn tc Lp k hoch - Thc hin - Kim tra
- iu chnh (P-D-C-A), v phng php qu trnh. Nguyn tc ny c a ra c
cp h thng vi yu cu v cc bc trin khai H thng qun l cht lng(gm
xy dng, lp thnh vn bn, thc hin, duy tr v ci tin), v cp cc qu trnh/cng
vic (cc yu cu a n f).
Trong khi cc yu cu cho nhng yu t/chc nng c th ca H thng qun l cht
lng c a ra trong nhng iu khon tng ng cc phn ca tiu chun
(4.2.1 n 8.5.3), nhng yu cu a ra trong iu 4.1 ny th hin tip cn v nguyn
tc chung m tt c cc qu trnh chc nng/ yu t khc ca h thng phi tun th.
Ni cch khc, t chc cn xem xt n cc yu cu ny khi nghin cu, tm hiu, ng
dng cc yu cu khc ca tiu chun c th c hiu qu cao nht trong trin khai
p dng.
Tiu chun ISO 9001 phin bn nm 2008 ch rt r phm vi nhng qu trnh m t
chc phi thc hin theo nhng yu cu ny (a n f) bao gm cc qu trnh v to
sn phm, hot ng qun l , cung cp ngun lc, to sn phm, o lng , phn tch
v ci tin.
Tiu chun nhn nhn cc qu trnh thu ngoi (qu trnh t chc cn cho h thng
qun l cht lng ca mnh v s la chn bn ngoi thc hin) l khu vc ri ro
c bit vi tnh ton vn v hiu lc ca H thng qun l cht lng, nht l nhn t
gc thc hin yu cu ch nh, php lut v yu cu hp ng. Vi cc qu trnh
thu ngoi tiu chun ch yu cu t chc phi xc nh, th hin trong h thng v c
bin php kim sot. Mc v phng php kim sot s do t chc t xc nh, c
xem xt n tc ng tim n n kh nng cung cp sn phm p ng yu cu,
nng lc ca qu trnh kim sot mua hng, v mc chia s s kim sot dnh cho
cc qu trnh ny.
1.1.3
Hng dn nh gi
Vi c im l yu cu chung, vic nh gi theo yu cu ny cng cn mt tip cn
ring, thch hp. Thng thng, chuyn gia nh gi ch c th kt lun mc thc
hin cc yu cu ny sau khi hon tt nh gi ton b cc yu t v qu trnh ca
h thng cht lng. Nu mt on nh gi c nhiu nhm nh gi cc yu t/qu
trnh khc nhau th trng on thng l ngi tng hp pht hin ca cc nhm
nh gi a ra nhng nh gi v kt lun ny.
Trong qu trnh nh gi cc yu t/qu trnh trong h thng cht lng, cc chuyn
gia nh gi cn xem xt n nguyn tc P-D-C-A v mc s dng phng php
qu trnh trong hoch nh, thc hin, duy tr v ci tin cc hot ng cht lng.
Trong phng vn, cc cu hi nh cng vic tip theo ca cng vic ny l g?,
bt u cng vic ny th cn nhng g, n t hot ng no?, nu sai li xy ra
qu trnh ny th s c nh hng ra sao, n cc hot ng no khc? c th gip
xc nh s y trong thit lp cc qu trnh v mi quan h ca chng trong h
thng cht lng. Cc cu hi nh cng on/qu trnh ny cn t c cc kt qu
no?, lm th no bit c cc kt qu t c mc no?, ti sao kt
qu li nh vy?...s gip chuyn gia nh gi xc nh c mc thc hin cc
hot ng theo di, o lng (khi c th), v phn tch qu trnh.
Chuyn gia nh gi cng cn xem xt n cch thc m ri ro gn vi qu trnh thu
ngoi c xem xt trong qu trnh thit lp nhng bin php kim sot m t chc
ang p dng xc nh mc thch hp v hiu lc ca cc bin php ny. Cn
lu rng ngoi mt s trng hp thu ngoi thuc din c nh (do t chc hon
ton khng thc hin vi mt vi qu trnh cn thit), v mt s trng hp khc l
thu ngoi tnh hung (khi gp s c v thit b hay n hng tng t bin). Trong
hai trng hp va cp, ri ro ca vic khng c cc bin php kim sot thch hp
vi trng hp th hai thng cao hn, v nh vy chuyn gia nh gi cn c nhng
n lc thch hp trong xc nh v nh gi cc hot ng ca t chc trong nhng
tnh hung ny.
1.2
Yu cu v h thng ti liu
1.2.1
Khi qut
1.2.1.1 Trch dn yu cu ca ISO 9001:2008

Cc ti liu ca h thng qun l cht lng phi bao gm:
a)
cc vn bn cng b v chnh sch cht lng v mc tiu cht lng,
b)
s tay cht lng,
c)
cc th tc dng vn bn v h s theo yu cu ca tiu chun ny, v
d)
cc ti liu, bao gm c h s, c t chc xc nh l cn thit m bo
hoch nh, vn hnh v kim sot c hiu lc cc qu trnh ca t chc.
1.2.1.2 Din gii v nhn xt
Tiu chun ISO 9001 phin bn nm 2008 cho php t chc c rt nhiu t do trong
xc nh nhu cu v ti liu. Cc ti liu m tiu chun yu cu phi c ch bao gm
chnh sch cht lng, mc tiu cht lng, s tay cht lng v 6 yu t cn c th
tc bng vn bn (kim sot ti liu, kim sot h s, nh gi ni b, kim sot sn
phm khng ph hp, hnh ng khc phc v hnh ng phng nga). S cn thit
v s lng cc ti liu khc cho H thng cht lng hon ton do t chc xc nh
da trn nh gi ri ro i vi vic hoch nh, vn hnh v kim sot c hiu lc cc
qu trnh. Cc ti liu cn thit cho h thng cht lng bao gm c ti liu ni b v
ti liu c ngun gc t bn ngoi.
Thng thng nhu cu ti liu trong kim sot mt qu trnh c th ph thuc vo mc
phc tp ca cng vic(t l thun) v nng lc ca ngi thc hin (t l nghch).
Lu rng, phin bn 2008 ca tiu chun ISO 9001 gii thch rt r v vic mt ti liu
c th c pht trin p ng nhiu yu cu cho th tc bng vn bn, lm c s
cho hoch nh, thc hin v kim sot nhiu qu trnh. Ngc li, mt yu cu v th
tc bng vn bn v nhu cu v hoch nh, thc hin v kim sot mt qu trnh c
th c th hin v tha mn bi nhiu ti liu. V hnh thc, ti liu c th dng
bn cng, bn mm hay cc hnh nh.
1.2.1.3 Hng dn nh gi
Trong qu trnh nh gi theo iu 4.2.1 ca tiu chun, cc chuyn gia nh gi cn
tp trung vo xem xt s y (adequacy) ca cc ti liu v mc m cc ti liu
trong h thng cht lng ca t chc m bo tnh hiu lc trong hoch nh, thc
hin v kim sot cc qu trnh.
Vic nh gi c th bt u vi vic xem xt S tay cht lng ( xem cc th tc
c bao gm hoc vin dn), hoc mt Danh mc ti liu. Chuyn gia nh gi cn
xc nhn mc thit lp v p dng ca nhng ti liu v h s c yu cu c
th bi tiu chun.
Ngoi cc yu cu ti thiu ny, vic nh gi s y ca ti liu cho nhng qu
trnh m tiu chun khng bt buc phi c ti liu l mt iu c th gy kh khn cho
nhiu chuyn gia nh gi. Cn lu rng, chuyn gia nh gi ni b khng phi l
ngi quyt nh cc ti liu hin c l hay thiu (tr nhng ti liu v h s m tiu
chun yu cu mt cch c th). iu cn lm trong nh gi l xem xt c ch m
t chc (v b phn c nh gi) s dng xc nh nhu cu v mc ch ca vic
c mi ti liu c th ri xc nhn xem t chc(b phn c nh gi) c t c
cc mc ch v nhu cu ny trn thc t.
Thng thng, vic b sung ti liu thng qua cc pht hin trong nh gi ni b
khng n t cc bo co rng mt ti liu no b thiu hoc cn phi b sung, m
n t nhng pht hin v s thiu nht qun, thiu hiu lc ca hoch nh, thc hin
v kim sot cc qu trnh. Cng cn lu rng, b sung ti liu khng phi l gii
php duy nht trong cho cc pht hin ny. Trn thc t th, trong mt s trng hp,
nhng gii php thay th khc(nh o to v gim st) c th c la chn nh
phng n hnh ng khc phc.
i vi cc ti liu c ngun gc t bn ngoi, c bit l vn bn ch nh v php
lut, iu quan trng m chuyn gia nh gi cn lm xc nh s y ca ti liu
trong h thng l tm hiu s b v cc vn bn lin quan trc khi thc hin nh gi.
1.2.2
S tay cht lng
T chc phi thit lp v duy tr s tay cht lng trong bao gm
a)
phm vi ca h thng qun l cht lng, bao gm c cc ni dung chi tit v
l gii v bt c ngoi l no (xem 1.2),
b)
cc th tc dng vn bn c thit lp cho h thng qun l cht lng hoc
vin dn n chng v,
c)
m t s tng tc gia cc qu trnh trong h thng qun l cht lng.
S tay cht lng l mt ti liu trng tm ca H thng qun l cht lng. Mt S tay
cht lng tt cn m t c y H thng qun l cht lng c xy dng,
v nh vy, ni dung ca S tay cht lng cn bao gm ti thiu ba yu t trn.
S tay cht lng c th c s dng cho hai mc ch l ni b v i ngoi (vi
khch hng hoc i tc mun xem xt). Vi mc ch ni b, t chc c th s dng
ti liu ny nh mt khung ni dung t xc nh nhu cu xy dng v lin kt vi
cc ti liu khc trong H thng. Qua S tay cht lng, cc nhn vin c th c hnh
dung mt cch ton din v chnh sch v cc bin php kim sot (c vn bn ha
trong cc ti liu) ca t chc vi nhng yu t ca H thng qun l cht lng. Vi
mc ch i ngoi, ti liu ny gip khch hng v cc bn quan tm tm hiu mt
cch tng quan nhng chnh sch v bin php m t chc s dng cho qun l cht
lng, thng qua c c s tin tng vo kh nng ca t chc trong p ng
yu cu sn phm v tha mn khch hng.
Thng thng S tay cht lng thng ch nu ra cc chnh sch ca t chc i vi
tng yu t ca HTQLCL v vin dn n cc th tc bng vn bn. Tuy nhin, trong
mt s trng hp vi t chc c quy m nh, ti liu ny c th c xy dng c th
n mc bao gm cc th tc bng vn bn gim thiu s lng ti liu cn xy
dng.
S tng tc gia cc qu trnh c th c th hin thng qua s kt hp ca vic
m t quan h gia cc qu trnh trong phn cc chnh sch v s dng s qu
trnh (m t dng chy cng vic vi trch nhim ca b phn lin quan v c th bao
gm c ti liu c s dng cho mc ch qun l mi qu trnh/nhm qu trnh).
S tay cht lng l ti liu tnh mt cch tng i. Nu khng c nhng thay i
ng k vi HTQLCL th cng khng c nhiu nhu cu phi iu chnh. V vy, nh gi
yu cu 4.2.2 v S tay cht lng cho mt HTQLCL mi c xy dng thng cn
nhiu thi gian v n lc hn l vic nh gi yu cu ny trong cc cuc nh gi ni
b trong cc nm tip theo.
nh gi tt yu cu ny, chuyn gia nh gi ni b c th xem xt cc yu t sau

y:
Xem xt cc thng tin v phm vi ca HTQLCL m t trong S tay cht

lng so vi cc qu trnh thc t ti t chc. Nu c cc ngoi l th cn xem
s tha mn ca cc ngoi l ny vi nhng iu kin c nu trong yu cu
1.2 ca tiu chun;
Xem ton b cun S tay cht lng (bao gm c cc phc lc, nu

c) v t kim tra xem chuyn gia nh gi c th xc nh c cc qu trnh
ca HTQLCL v s tng tc ca chng. iu ny c th c h tr bng vic
phng vn vi i din lnh o v cht lng (QMR) lm r;
Xem xt s bao gm hoc vin dn ca S tay cht lng vi nhng th

tc bng vn bn xc nh s y v nht qun ca cc ti liu trong
HTQLCL.
1.2.3
Kim sot ti liu
Cc ti liu theo yu cu ca h thng qun l cht lng phi c kim sot. H s
cht lng l mt loi ti liu c bit v phi c kim sot theo cc yu cu nu
trong 4.2.4.
T chc phi lp mt th tc dng vn bn xc nh vic kim sot cn thit
nhm:
a)
ph duyt ti liu v s tha ng trc khi ban hnh,
b)
xem xt, cp nht khi cn v ph duyt li ti liu,
c)
m bo nhn bit c cc thay i v tnh trng sa i hin hnh ca ti
liu,
d)
m bo cc phin bn ca cc ti liu thch hp sn c ni s dng,
e)
m bo ti liu lun r rng v d nhn bit,
f)
m bo cc ti liu c ngun gc bn ngoi m t chc xc nh l cn thit
cho vic hoch nh v vn hnh h thng qun l cht lng c nhn bit v
vic phn phi chng c kim sot, v
g)
ngn nga vic v tnh s dng cc ti liu li thi v p dng cc du hiu
nhn bit thch hp nu chng c gi li v bt k mc ch no.
Ti liu l mt cng c quan trng trong h thng qun l cht lng vi mc ch c
bn l hng n s tiu chun ha cc hot ng v kt qu. Tiu chun yu cu t
chc phi c mt th tc bng vn bn quy nh cc yu cu kim sot ti liu.
H s l mt loi ti liu c bit, cung cp bng chng v vic thc hin v kt qu
cng vic, c kim sot theo iu 4.2.4.
Vi vai tr l cng c tiu chun ha, vic kim sot ti liu cn m bo s ng tin
cy ca ti liu (thng qua vic ph duyt, xem xt, chnh sa, ph duyt li, nhn bit
tnh trng kim sot v ti liu li thi), s sn c ca ti liu (thng qua kim sot phn
phi, v tr t/lu tr), v s r rng ca ti liu.
kim sot thch hp mi ti liu, t chc cn phn loi ti liu theo mt s c im

xc nh mc ch v cc ri ro tng ng. Vic phn loi c th theo phng php
sau:
phng din ngun gc, ti liu c chia thnh hai loi l ti liu ni
b (do t chc xy dng v ban hnh), v ti liu c ngun gc t bn ngoi (do
n v bn ngoi khch hng, nh cung cp, c quan qun l...- ban hnh
nhng cn cho hoch nh, thc hin v kim sot h thng). Thng thng, ri
ro vi ti liu ni b l s ng tin cy (v ni dung), trong khi ri ro vi ti
liu c ngun gc t bn ngoi thng l s sn c v s ng tin cy (v cp
nht ti liu mi).
Theo hnh thc ph duyt, ti liu c chia thnh hai loi l ti liu chnh
thc (nh quy trnh, hng dn, tiu chun) v cc ti liu khng chnh
thc (nh bin bn lm vic, memo, email, thng bo...). Trong khi vic kim
sot cc ti liu chnh thc tng i r rng v d thc hin th vic kim sot
cc ti liu khng chnh thc thng c nhng kh khn nht nh v d nh
hng n hiu lc ca hot ng cht lng.
Theo mc ch s dng, ti liu c chia thnh ba loi l ti liu truyn

thng (chnh sch, mc tiu v kt qu thc hin), ti liu quy trnh (cc quy
trnh) v ti liu hng dn cng vic (bn v, tiu chun thao tc, hng dn
cng vic, bng kim tra...). Mi loi ti liu ny c cc mc ch s dng khc
nhau v cn s kim sot khc nhau m bo sn c ti ni s dng v
c c. Cc ti liu truyn thng thng c b tr nhng ch nhn vin
qua li nhiu, v tr thun tin quan st, kch thc ln c th c c c
khi di chuyn (nh vi chnh sch) hoc d ng c c khi khng cn qu
ch (nh vi mc tiu v kt qu). Cc ti liu quy trnh c th khng cn khi
no cng phi trng ra trc mt ngi lm vic (ngi thc hin cng vic
thng khng cn va lm va xem quy trnh). Cc ti liu hng dn thng
cn nhn vin tham kho khi thc hin cng vic nn thng phi m bo sn
c ti v tr lm vic v nhn vin c th tham kho c m khng cn phi di
chuyn hoc qu tp trung c.
m bo kim sot ti liu mt cch c hiu qu, c bit l trong m bo s y
v cp nht, vic phn cng chu trch nhim (ownership) cho mi ti liu l mt yu
t quan trng. T chc cn tr li cc cu hi nh: Ai l ngi chu trch nhim xem
xt, tip nhn & trin khai cc ti liu c ngun gc t bn ngoi?, Ai l ngi ch
trch nhim xy dng, xem xt chnh sa mt ti liu ni b?.
nh gi hot ng kim sot ti liu nn tp trung vo xem xt hai yu t chnh, bao
gm vic t chc qun l cc mi nguy i vi s ng tin cy, s sn c v s r rng
ca ti liu, v kt qu thc hin cc yu cu ny trn thc t. Qu trnh nh gi ny
thng bao gm phn song song v tng h cho nhau.
Th nht, chuyn gia nh gi cn phng vn v xem xt vi ngi chu trch nhim
v kim sot ti liu (thng l th k ISO hay DCC - document control centre) xc
nhn s ph hp, hiu lc ca quy trnh kim sot ti liu. Cc ni dung nh gi trong
phn ny c th gm:
S sn c ca quy trnh kim sot ti liu;

Xem xt tnh trng kim sot (v d nh du hiu kim sot, ph duyt,
nhn bit tnh trng sa i, ...) ca cc ti liu vi nhng quy nh trong quy
trnh kim sot ti liu v cc thng tin trong danh mc ti liu, nu c;
Xem xt cc h s v ban hnh mi, thay i, cp nht, phn phi ti liu;
Xem xt vic cc ti liu li thi, nu c, xc nh vic kim sot c

tng ng vi quy nh trong quy trnh;
Xem xt vic phn cng trch nhim (ownership) cho ti liu ni b v cc

trch nhim xem xt, cp nht v phn phi loi ti liu c ngun gc t bn
ngoi cn thit cho hot ng ca h thng.
Th hai, khi nh gi cc qu trnh ti nhng b phn c th, chuyn gia nh gi ng
thi xem xt hot ng kim sot ti liu ti cc b phn, qu trnh ny. Cc ni dung
nh gi cp ny thng bao gm:
Xem xt cch thc m cc b phn/chc nng xc nh nhu cu v ti liu

cho hoch nh, thc hin v kim sot cc qu trnh ca b phn/chc nng.
c bit l vi ti liu c ngun gc t bn ngoi;
Xem xt tnh sn c v r rng ca cc ti liu ny trn c s nhu cu v

mc ch ca ti liu c xc nh;
Xem xt s nht qun gia cc ni dung ca ti liu vi thc tin hot

ng, cch thc s dng v s thu hiu ca cc nhn vin lin quan i vi ti
liu;
Xem xt tnh hiu lc ca cc qu trnh, nh gi mi quan h ca tnh

hiu lc ny vi nhng yu t c th lin quan n ti liu nh s nht qun
trong thc hin, s ng n/chnh xc trong p dng ti liu;
Xem xt mc nhn thc v trch nhim (ownership) ca cc c nhn

lin quan trong vic xy dng, duy tr v cp nht cc ti liu lin quan;
Xem xt h s kim sot sn phm khng ph hp (8.3) v khc phc

phng nga (8.5.2, 8.5.3) xc nhn mc tc ng ca hot ng kim
sot ti liu vi s ph hp ca h thng qun l v sn phm/dch v.
1.2.4
Kim sot h s
Phi kim sot h s c thit lp cung cp bng chng v s ph hp vi cc
yu cu v vic vn hnh c hiu lc ca h thng qun l cht lng.
T chc phi lp mt th tc bng vn bn xc nh cch thc kim sot cn thit
i vi vic nhn bit, bo qun, bo v, s dng, thi gian lu gi v hu b h s.
H s phi lun r rng, d nhn bit v d s dng.
Cng vi sn phm/dch v th h s l mt u ra quan trng trong thc hin cc qu
trnh v HTQLCL vi cc mc ch chnh l cung cp bng chng v vic thc hin v
kt qu ca cc qu trnh v HTQLCL, cung cp thng tin cho cc hot ng phn tch
d liu v sau, m bo kh nng truy vt v lp li ca cc hot ng. Tiu chun yu
cu t chc phi c mt th tc bng vn bn quy nh cc yu cu kim sot h

s.
Vi mc ch cung cp bng chng v thng tin, yu t quan trng nht ca h s cht
lng cn c kim sot l s y , sn c, r rng, ng tin cy v bo mt thng
tin. Mt s ri ro thng gp vi kim sot h s c th bao gm: b mt/h hng, b
thiu thng tin (khng th truy vt v phn tch), thng tin khng chnh xc, thng tin
cn bo mt b tit l, thng tin khng r rng Ngoi ra, vi c im l c s
dng v tra cu nhiu trong qu trnh lu gi ban u (ti ni lm vic, trc khi
chuyn n ni lu tr) s d dng v thun tin trong truy cp v hon tr h s c
nh hng rt ln n thi gian v hiu qu gii quyt cng vic.
Ty theo mc ch s dng mi loi h s u cn c mt thi hn lu tr c xc
nh. Cng cn lu rng cc lin khc nhau ca cng mt loi h s c th phc v
cho mc ch khc nhau v v vy c th c thi gian lu tr khc nhau. Ngoi mc
ch s dng do t chc t xc nh th thi gian lu tr mt s loi h s nht nh
c quy nh bi cc vn bn php lut hay yu cu hp ng. Thng thng thi
gian lu tr s l thi gian cho mt chu k sng ca mt h s s bao gm: lp & tp
hp, lu tr tm thi, lu tr n nh/ lch s (trong kho lu tr), v hy b. xc
nh thi gian lu tr, h s c th chia thnh mt s nhm h s sau (lu rng, mt
h s c th c th ng thi ri vo nhiu hn mt nhm trong s ny):
Cc h s phc v ngha v php l ca t chc vi nh nc: Bao gm

cc h s lin quan n an ton lao ng, an ton v sinh thc phm, lut lao
ng, chng t k ton.... Cc h s ny c thi gian lu tr c quy nh bi
cc vn bn php lut ca nh nc,
Cc h s phc v ngha v ca t chc trong cc hp ng mua, bn:

Bao gm cc h s lin quan n bo hnh sn phm, khiu ni, bi thng,
cn cho gii quyt tranh chp thng mi....Thi gian lu tr trong trng hp
ny c quy nh trong hp ng hoc xc nh trn c s xem xt cc iu
kin cn thit thc hin cc cam kt trong hp ng,
Cc h s phc v nhu cu trin khai cc quy nh qun l ni b ca t

chc: Bao gm cc h s lm c s cho kim tra, gim st, nh gi, quyt
nh. Thi gian lu tr trong trng hp ny ph thuc vo nhu cu qun l ni
b ca t chc,
H s phc v cng cp thng tin: Bao gm cc h s trao i thng

tin gia cc b phn, cung cp thng tin tng hp, phn tch....Thng th
cc h s ny khng cn lu tr lch s.
Cch thc kim sot m t chc p dng i vi mi loi h s cn xc c xc nh
trn c s cn i gia nhu cu kim sot ri ro v s sn c, ng tin cy v bo mt
thng tin vi nhu cu cho s thun tin, d dng, nhanh chng khi truy cp v s dng
trong sut vng i ca chng.
1.2.4.3
Hng dn nh gi
Vic nh gi hot ng thit lp v kim sot h s cn c thc hin ti tt c cc

b phn, cho cc qu trnh c xem xt. nh gi yu cu v kim sot h s cn tp
trung vo hai yu t chnh l xc nh nhu cu lp h s v cch thc cc h s c
kim sot.
yu t th nht, chuyn gia nh gi cn xem xt vi nhn vin qun l, ngi chu
trch nhim v cc qu trnh ang c nh gi, cch thc c s dng phn
tch qu trnh, cc rng buc php l/hp ng v nhu cu qun l trong qu trnh xy
dng cc quy trnh lm vic v xc nh cc nhu cu cn thit cho vic lp h s. Trong
qu trnh xem xt, cn lu rng ngoi cc h s quy nh c th bi vn bn php
lut, hp ng hoc tiu chun ISO 9001:2008, vic xc nh cn hay khng cn cc
h s khc n thun l hot ng qun l ca nhn vin qun l. Chuyn gia nh gi
khng phi l ngi c trch nhim ch ra b phn c nh gi cn c hay khng
cn c loi h s no.
Vi hot ng kim sot h s, nh gi vin nn xem xt hai gc l cc quy nh
v kim sot h s (c th bao gm quy trnh kim sot h s v cc hng dn ring
cho tng loi h s/b phn), v thc tin hot ng kim sot h s ti cc b
phn/qu trnh.
gc th nht, cn nh gi s thch hp, hiu qu ca cc quy nh v kim sot,
c xem xt n mc ch v nhu cu i vi vic lp, kim sot cc h s ny. Nu t
chc /b phn c mt h thng cc quy nh v kim sot h s khng y v thch
hp th vic tun th cc quy nh ny cng khng mang li my ngha.
Trong qu trnh nh gi thc tin p dng, kt hp vic xc nhn s tun th cc quy
nh vi kim tra nhn thc ca nhng ngi thc hin. Cc kha cnh c th m
chuyn gia nh gi c th xem xt trn thc t c th bao gm:
S y ca h s so vi danh sch h s hoc nhng h s c

cp trong quy trnh,
S kp thi ca vic lp h s v ghi chp thng tin (iu ny c nh

hng rt ln n tin cy ca thng tin),
S y , r rng ca cc thng tin trn h s (bao gm thng tin v

ngi ghi chp, xc nhn), c bit l cc thng tin c s c s dng cho
vic phn tng, x l d liu v sau,
Cch thc phn chia cc chu k sng ca h s da trn nhu cu qun l

v thc t hot ng,
Cch thc h s c phn loi, sp xp, truy cp, bo qun,
Cch thc xc nh cc ri ro i vi thng tin trong h s v nhng bin

php bo v tng ng,
Nhn thc ca ngi thc hin v mc ch v gi tr ca cc thng tin

c ghi nhn li trong h s v so snh nhn thc ny vi nhu cu qun l v
cc ngha v xc nh c trong qu trnh xem xt vi ngi qun l.
Kt thc Phn I, Trch t sch hng dn ISO 9001:2008 - GII M CC YU

CU T GC NHN CA CHUYN GIA NH GI NI B
d. ISO 9001:2008 Gii m cc yu cu t gc nhn ca chuyn gia nh gi ni

b - PHN II (Tip theo)
Nu ni H thng qun l cht lng (HTQLCL) l mt cng c qun l cht
lng sn phm v hot ng ca mt t chc th nh gi cht lng ni b l
mt hot ng c bit quan trng trong vic m bo tnh hiu lc, hiu qu,
ph hp v thch hp ca H thng ny. Nh vy, mc d cng l mt cng c
qun l, nh gi cht lng ni b l mt cng c qun l c bit bi i
tng ca n l HTQLCL ...
CHNG 2.
TRCH NHIM CA LNH O
2.1
Cam kt ca lnh o
2.1.1
Trch dn yu cu ca ISO 9001:2008
Lnh o cao nht phi cung cp bng chng v s cam kt ca mnh i vi
vic xy dng v thc hin h thng qun l cht lng v ci tin lin tc hiu
lc ca h thng bng cch
a) truyn t cho t chc v tm quan trng ca vic p ng cc yu cu
ca khch hng cng nh cc yu cu ca lut nh v ch nh,
b) thit lp chnh sch cht lng,
c) m bo vic thit lp cc mc tiu cht lng,
d) tin hnh vic xem xt ca lnh o, v
e) m bo sn c cc ngun lc.
2.1.2
Din gii v nhn xt
Lnh o cao nht l ngi ra quyt nh v vic trin khai HTQLCL theo ISO
9001:2008 trong t chc, v vy cam kt ca lnh o l yu t tin quyt cho
vic xy dng v p dng thnh cng HTQLCL. Quyt nh ny c th da trn
mt hoc mt s l do nh khch hng yu cu, c quan qun l nh nc quy
nh, mong mun tng cng qun l v ci tin cht lng sn phm/dch v,
nng cao cht lng cc qu trnh ni chung...., tuy nhin, v l do g th lnh o
cao nht cung cn duy tr s cam kt ca mnh i vi vic thit lp, thc hin,
duy tr v ci tin HTQLCL.
iu khon 5.1 ny l mt iu khon chung m cc ni dung ca n c trin
khai c th trong cc phn lin quan khc nh 5.2, 5.3, 5.4. 5.5, 5.6 hay 6.1. Vi
vic thc hin v nh gi HTQLCL th iu quan trng nht y chnh l vic
tiu chun ISO 9001:2008 yu cu lnh o cao nht phi cung cp bng chng
cho s cam kt ca mnh m khng ch dng li vic tuyn b cc cam kt.
2.1.3
Hng dn nh gi
Vi c im l mt yu cu chung, thng thng cc chuyn gia nh gi s
khng dnh mt phn ring cho vic nh gi s tun th yu cu ny ca tiu
chun. Chuyn gia nh gi cn m bo yu t cam kt ca lnh o cn c
xem xt n trong tt c cc qu trnh qun l, to sn phm v h tr trong t
chc cc kha cnh nh mc ch v quan im trin khai qu trnh, nhn thc

ca ngi thc hin cng vic, c ch cung cp ngun lc v ngun lc c
cung cp, tip cn v hiu qu trong gii quyt s c v cc vn pht sinh,
cch thc v kt qu vic ci tin thng xuyn cc qu trnh...
Mt cch l tng, vic kt lun v s ph hp vi cc yu cu trong iu khon
5.1 ca ISO 9001:2008 ch c th c a ra sau khi nh gi ton b
HTQLCL, c bit l cc yu cu trong 5.2, 5.3, 5.4, 5.5, 5.6. Trng on nh
gi, sau khi tng hp cc pht hin nh gi, thng l ngi thch hp nht
a ra kt lun v s ph hp vi yu cu ca iu khon ny.
Ngoi ra, ngi qun l cuc nh gi cng cn lu c bit n vic phn
cng chuyn gia c nng lc thch hp v phng php thc hin vic nh gi
cc qu trnh nh hng (chnh sch, mc tiu, trch nhim v quyn hn, cung
cp ngun lc) v xem xt, ci tin.
Hng vo khch hng
2.2.1
Lnh o cao nht phi m bo rng cc yu cu ca khch hng c xc
nh v p ng nhm nng cao s tho mn khch hng (xem 7.2.1 v 8.2.1).
2.2.2
Din gii v nhn xt
Tiu chun ISO 9001:2008 c nhng yu cu c th i vi vic xc nh
(7.2.1), xem xt yu cu ca khch hng (7.2.2), trao i thng tin (7.2.3), hoch
nh p ng (7.1) v o lng tha mn ca khch hng (8.2.1). Yu cu trong
iu khon 5.2 ny c a ra vi mc ch nhn mnh vai tr quan trng ca
lnh o cao nht trong vic xc nh m bo xc nh, p ng cc yu cu v
nng cao tha mn ca khch hng.
Trch nhim m bo ca lnh o cao nht c th c thc hin thng qua
mt s ni dung nh:
2.2
Thit lp cc chin lc ca t chc hng vo khch hng, lm c

s cho trin khai cc qu trnh tc nghip,
Xem xt v phn hi i vi c ch trin khai chin lc hng vo

khch hng n cc qu trnh tc nghip c th lin quan n khch
hng,
Phn cng trch nhim, quyn hn v cung cp ngun lc cho cc

qu trnh xc nh, p ng yu cu khch hng v nng cao tha mn
khch hng,
Xem xt cc kt qu t c trong vic xc nh, p ng yu cu

v nng cao tha mn khch hng.
2.2.3
Hng dn nh gi
xem xt mc thc hin yu cu ny ca tiu chun ISO 9001:2008,
chuyn gia nh gi cn kt hp gia phng vn lnh o cp cao vi xem xt
cc qu trnh lin quan n khch hng v kt qu t c.
Thng thng, chin lc hng v khch hng, cch thc tip cn v trin
khai chin lc ny trong t chc l mt phn ni dung phng vn v xem xt
vi lnh o cp cao trong nh gi. Cc cu hi v tnh hiu lc v hiu qu
ca vic trin khai chin lc hng vo khch hng v cc qu trnh c th c
lin quan n khch hng cng gip chuyn gia nh gi c c nhiu thng
tin v mc thc hin yu cu trong iu khon ny.
Vic nh gi cc qu trnh c th lin quan n khch hng c thc hin
theo trong cc phn tng ng nh 7.2.1, 7.2.2, 7.2.3, 7.1, 8.2.1, vi lu rng
cch thc cc qu trnh ny c thc hin v kt qu t c u c mt
phn lin quan n mc lnh o cp cao thc hin cc trch nhim ca
mnh theo yu cu trong iu khon 5.2 ny./.
(Trch t ti liu ISO 9001:2008 - Gii m cc yu cu t gc nhn ca Chuyn
gia nh gi ni b do P & Q Solutions bin son - Ni dung tip theo ca ti
liu s c trch ng trong cc bi k tip)
Permalink Do Bi Vn Hi tr li vo Thg. Ba 6, 2013 lc 4:08pm
e. ISO 9001:2008 Gii m cc yu cu t gc nhn ca chuyn gia nh gi ni

b - Phn III (Tip theo)
Nu ni H thng qun l cht lng (HTQLCL) l mt cng c qun l cht
lng sn phm v hot ng ca mt t chc th nh gi cht lng ni b l
mt hot ng c bit quan trng trong vic m bo tnh hiu lc, hiu qu,
ph hp v thch hp ca H thng ny. Nh vy, mc d cng l mt cng c
qun l, nh gi cht lng ni b l mt cng c qun l c bit bi i
tng ca n l HTQLCL ...
f. 2.3
g. 2.3.1
Chnh sch cht lng

Lnh o cao nht phi m bo rng chnh sch cht lng

a) ph hp vi mc ch ca t chc,
b) bao gm vic cam kt p ng cc yu cu v ci tin lin tc hiu lc
ca h thng qun l cht lng,
c) cung cp c s cho vic thit lp v xem xt cc mc tiu cht lng,
d) c truyn t v thu hiu trong t chc, v
e) c xem xt lun thch hp.
h. 2.3.2
Din gii v nhn xt
Theo ISO 9001:2008, thit lp v truyn t chnh sch cht lng (CSCL) l
mt trong nhng trch nhim c bn ca lnh o cao nht trong t chc. Chnh
sch cht lng thng c xem xt, thit lp trn c s tm nhn, s mnh
v gi tr chia s chung ca t chc, ng thi nht qun vi chin lc sn xut
kinh doanh ni chung. Vi c im ny, CSCL cn c thit lp v qun l

nht qun vi mc ch ca t chc v c xem xt n khi c nhng thay
i vi cc yu t gn vi mc ch ca t chc trn m bo s lun
thch hp.
Chnh sch cht lng thc hin hai chc nng c bn trong qun l cht
lng. Th nht, n gn kt tm nhn, s mnh, gi tr chia s chung v cc
chin lc sn xut kinh doanh vi nhng mc tiu cht lng c th v o
lng c. Th hai, CSCL hnh thnh nn tng c bn cho nhn thc v vn
ha cht lng trong t chc.
kha cnh th nht, cc tuyn b v tm nhn, s mnh, gi tr v chin lc
sn xut kinh doanh mang tnh nh hng di hn v tng qut. Cc tuyn b
ny cn c t chc trin khai vo cc lnh vc c th nh kinh doanh, ti
chnh, nhn s, cht lng.... lm c s cho cc hoch nh cc hot ng
trong nhng lnh vc c th. Vi chc nng ny, CSCL phi m bo c th
v r rng lm c s cho lnh o cp cao v nhn vin qun l thit lp mc
tiu cht lng cc cp nht qun vi chnh sch. Ngoi ra, vi tinh thn ci
tin lin tc theo ISO 9001:2008, CSCL cng cn th hin r cam kt ny lm
nh hng cho cc hot ng ci tin HTQLCL trong qu trnh thc hin v duy
tr sau ny.
kha cnh th hai, CSCL l mt phn ca nn tng c bn cho nhn thc ca
nhn vin v vn ha cht lng trong t chc c hnh thnh trong qu trnh
tuyn truyn, trao i thng tin (mt cch c ch nh). Cc nhn vin trong ton
t chc cn c tuyn truyn, hiu v chia s cc nh hng ca t chc th
hin trong CSCL. Mt cch l tng, CSCL dn dn s gp phn iu chnh, mt
cch v thc, cc hnh vi v thi ca cc thnh vin trong t chc trong qu
trnh thc hin cng vic theo nhng nh hng chung c tuyn b. Vic
tuyn truyn v chia s CSCL khng ch c thc hin thng qua cc hot
ng truyn thng nh ph bin ti nhng ni cng cng, o to ban u, sn
c trong s tay nhn vin..., m quan trng hn, n c thc hin thng qua
theo ui mt cch nht qun cc nh hng ny trong cc quy nh, th tc,
chnh sch khuyn khch-ng vin, khen thng-k lut.
Ngoi cc chc nng i ni trn, chnh sch cht lng cn l mt ti liu
mang tnh i ngoi nhm m bo cc khch hng, i tc v bn quan tm
bit v chia s cc nh hng v cht lng ca t chc.
i. 2.3.3
Hng dn nh gi
nh gi mc thc hin cc yu cu i vi CSCL trong iu khon 5.3

thng tp trung vo cc yu t nh: s sn c, c ch thit lp, mc trin
khai hai chc nng trin khai chin lc v nng cao nhn thc, hnh thnh vn
ha cht lng. V cch thc nh gi, chuyn gian nh gi nn kt hp gia
vic xem xt vi lnh o cao nht, s trin khai mc tiu cc cp/b phn v
nhn thc ca nhn vin.
Mt cch c th, cc ni dung sau y thng c thc hin nhm xc nh

mc thc hin cc yu cu ca iu khon 5.3 v CSCL:
Phng vn vi lnh o cao nht v cch thc, c s thit lp, xem xt,
iu chnh CSCL, s lin quan ca CSCL vi cc tuyn b v tm nhn, s
mnh, gi tr v chin lc sn xut kinh doanh;
Phng vn vi lnh o cao nht v phng php t chc s dng
tuyn truyn CSCL trong t chc v trin khai trn thc t thng qua cc
mc tiu cht lng v quy trnh/th tc tc nghip;
Phng vn lnh o cao nht v hiu lc ca qu trnh truyn t CSCL
trong t chc v mc m t chc theo ui c cc tuyn b trong
CSCL;
Phng vn v xem xt vi lnh o cao nht v qun l cc cp/b phn
v cch thc m CSCL c xem xt n trong qu trnh thit lp cc mc
tiu cht lng v thc hin cc qu trnh ca t chc;
Phng vn nhn vin trong t chc v xem xt mc nhn thc ca h
v CSCL v s lin quan ca CSCL vi cc hot ng tc nghip m h
thc hin. So snh kt qu ny vi cu tr li t phng vn vi lnh o
cp cao;
So snh mc thc hin chnh sch v cc mc tiu cht lng trn
thc t vi kt qu phng vn lnh o cp cao;
Xem xt mc thc hin cc quy nh kim sot ti liu i vi CSCL.
Thng thng, kt lun v mc thc hin CSCL ch c a ra sau khi
on nh gi hon thnh chng trnh nh gi cho tt c cc cp/b phn
v qu trnh trong t chc.
j. 2.4
k. 2.4.1
l. 2.4.1.1
Hoch nh
Mc tiu cht lng
Lnh o cao nht phi m bo rng cc mc tiu cht lng, bao gm c

nhng iu cn thit p ng cc yu cu ca sn phm [xem 7.1 a)], c
thit lp ti cc cp v b phn chc nng lin quan trong t chc. Mc tiu
cht lng phi o c v nht qun vi chnh sch cht lng.
m. 2.4.1.2
Din gii v nhn xt
Cc mc tiu cht lng, c thit lp trn c s trin khai CSCL, l mt cng
c trin khai chin lc quan trng gip t chc nng cao tha mn yu cu
khch hng v ci tin lin tc hiu lc ca HTQLCL.
trin khai CSCL mt cch y v nht qun, mc tiu cht lng cn
c thit lp ti cc cp v b phn thch hp, c bit l cc cp/b phn thc
hin nhng qu trnh to sn phm nhm m bo c mc tiu lin quan n
tnh hiu lc ca cc qu trnh mang tnh c bn ca t chc.
Trch nhim m bo trong iu khon ny ca lnh o cao nht c th c

hiu l s tham gia trc tip vo thit lp mc tiu cht lng chung ca t chc
v a ra c ch cho cc cp/b phn thit lp, trin khai cc mc tiu cht
lng nht qun vi chnh sch v mc tiu chung. gc ny, vai tr ca
lnh o cp cao l hnh thnh c ch t chc c th thit lp c mt H
THNG MC TIU CHT LNG m khng ch l cc mc tiu ring l. H
thng ny cn m bo s thng nht theo chiu dc (t trn xung di) v
theo chiu ngang (gia cc cp v chc nng).
Trong qu trnh thit lp mc tiu cht lng, lnh o v i ng qun l ca t
chc phi tr li hai cu hi, bao gm thit lp nhng mc tiu g v t cc mc
tiu ny mc no. tr li ch cu hi th nht v bao nhiu mc tiu, v
yu t no, ngi qun l cn mt mt xem xt n cc kha cnh ca chnh
sch cht lng (hoc mc tiu cp cao hn i vi vic thit lp cc mc tiu
cp di) v tnh trng thc hin. Ni cch khc, y l s xem xt tng hp v
chnh sch cht lng, cc ch s ct yu ca hot ng(KPIs) v nhng kt qu
t c (thng da trn phn tch s liu).
Ngoi ra, vi mt mc tiu c th, acid test cho cc mc tiu ny l mc tha
mn nguyn tc SMART (C th/Specific - o lng c/Measureable c
thng nht/Agreed Kh thi/Realistic C khung thi gian/Timed).
n. 2.4.1.3
Hng dn nh gi
Thit lp v qun l cc mc tiu cht lng l mt ni dung quan trng cn
c nh gi ti cc cp/b phn trong t chc. Trong qu trnh nh gi yu
t ny, chuyn gia nh gi thng xem xt cc ni dung sau y:
S sn c mc tiu cht lng bng vn bn cc cp/b phn thch hp,

c bit l nhng mc tiu lin quan n hiu lc ca cc qu trnh to sn
phm;
Phng vn lnh o cp cao v qun l cc cp/b phn v phng php
v c s thit lp cc mc tiu cht lng;
Xem xt tnh c th, o lng c, thng nht, kh thi v c khung thi
gian vi tng mc tiu c thit lp. Trong , tnh c th c th c
xem xt thng qua s hiu, thc hin v nh gi mt cch nht qun v
i tng ca mc tiu cht lng; tnh thng nht c xem xt thng
qua s thng nht gia mc tiu cht lng vi CSCL, gia mc tiu cp
trn vi cp thp hn (v ngc li), thng nht gia mc tiu ca cc
cp/b phn c lin quan vi nhau; tnh kh thi c xem xt trn c s
phn tch s liu, ch ra nguyn nhn v xc nh c cc k hoch hnh
ng thch hp (xem thm 5.4.2);
Xem xt vi lnh o cp cao v qun l cc cp v hiu lc ca qu trnh
thit lp v qun l mc tiu cht lng ca cc k trc;
Xem xt phng php trin khai, theo di, xem xt v iu chnh cc mc
tiu cht lng hoc k hoch hnh ng (xem thm 5.4.2, 5.6 v 8.2.3);
Phng vn v xem xt mc nhn thc ca nhn vin cc cp trong t
chc v cc mc tiu cht lng lin quan v vai tr ca h trong thc
hin cc mc tiu ny (xem thm 6.2.2).
(Trch t ti liu ISO 9001:2008 - Gii m cc yu cu t gc nhn ca Chuyn

gia nh gi ni b do P & Q Solutions bin son - Ni dung tip theo ca ti
liu s c trch ng trong cc bi k tip)
o. ISO 9001:2008 Gii m cc yu cu t g nhn ca cc chuyn gia nh gi ni
b - Phn IV (Tip theo)
CHNG 1.
TRCH NHIM CA LNH O (tip theo)
p. 2.4.2
Hoch nh h thng qun l cht lng
o 2.4.2.1
Lnh o cao nht phi m bo
a) tin hnh hoch nh h thng qun l cht lng p ng cc yu cu nu
trong 4.1 cng nh cc mc tiu cht lng, v
b) tnh nht qun ca h thng qun l cht lng c duy tr khi cc thay i
i vi h thng qun l cht lng c hoch nh v thc hin.
o 2.4.2.2
Din gii v nhn xt
i tng ca hoch nh HTQLCL bao gm hoch nh chung cho h thng v hoch
nh nhm thc hin cc mc tiu cht lng. Kt qu ca qu trnh hoch nh ny c
nh hng quyt nh n tnh y , thch hp v hiu lc ca HTQLCL.
Hoch nh cho cc mc tiu cht lng yu cu t chc phi c cc bin php t
chc, cung cp ngun lc cn thit, phn cng trch nhim thc hin v cc bin php
theo di, xem xt. M hnh 5Tc th c s dng cho vic trin khai v qun l cc
mc tiu cht lng, bao gm: Trao i thng tin, Trin khai, Theo di, Tng hp &
xem xt, Thay i & iu chnh. Tnh hiu lc ca hoch nh cho mc tiu cht lng
ph thuc rt nhiu vo vic phn tch s liu cho hin trng, ch ra c cc yu t
nh hng chnh cn c tc ng.
Hoch nh chung cho HTQLCL bao gm cc hot ng c thc hin p ng
cc yu cu a) n f) trong iu 4.1 ca tiu chun ISO 9001:2008. Cc yu t ca
hoch nh chung bao gm cc d tnh v ngun lc, trang thit b, phng phpcn
thit t c cc mc tiu cht lng v theo ui chnh sch cht lng. Nguyn
tc c bn ca hoch nh chung cho HTQLCL l phn tch mt cch y cc ri ro
ca cc s c i vi hot ng, sn phm, dch v v cc gii php cn thit phng
trnh cc s c ny.
Hoch nh chung HTQLCL c th bao gm cc trng hp nh:
Thit lp HTQLCL, bao gm cc qu trnh, t chc, h thng ti liu, ngun lc
trong giai on trin khai chng trnh thit lp v p dng HTQLCL theo ISO
9001:2008;
M rng, thu hp phm vi hot ng ca t chc;
Thay i c cu t chc, nhn s nhn s ch cht;
Trin khai mt qu trnh quan trng mi,
Xy dng nh xng, vn phng, h thng kho bi mi;
Trong qu trnh hoch nh, c bit l hoch nh cho nhng thay i, t chc cn
phn tch nhng thay i ny mt cch c h thng xem xt s tc ng dy chuyn
n cc yu t khc, thng qua c c cc gii php duy tr c tnh nht qun
ca HTQLCL. Tnh nht qun bao gm nht qun theo chiu dc gia cc cp trong
trin khai CSCL v nht qun gia cc qu trnh, b phn, yu t qun l khc nhau
trong h thng.
o 2.4.2.3
Hng dn nh gi
nh gi hot ng hoch nh HTQLCL, tip cn chung vi chuyn gia nh gi l
phi xem xt ba yu t, bao gm tip cn v phng php s dng cho hoch nh, kt
qu (u ra ca hoch nh), v hiu qu ca hoch nh (cc kt qu t c).
Vi hoch nh cho mc tiu cht lng, chuyn gia nh gi thng xem xt cc ni
dung y:
Phng vn lnh o cp cao, nhn s qun l v c s cho vic lp k hoch
nhm thc hin cc mc tiu cht lng. Xem xt mi quan h v s logic gia
mc tiu cn t c, kt qu phn tch s liu v thc trng v cc gii php,
ngun lc c a ra trong k hoch;
Xem xt vic phn cng trch nhim, xc nh khung thi gian thc hin cc ni
dung trong k hoch;
Phng vn nhn vin cc cp, b phn lin quan xem xt nhn thc ca h
v mc tiu cht lng, vai tr v kh nng ng gp ca h vi vic thc hin
mc tiu (xem thm 6.2.2);
Xem xt cc ch s v phng php theo di, xem xt, nh gi mc thc hin
cc mc tiu cht lng v nhng iu chnh c a ra;
Xem xt cc kt qu thc t t c cho cc mc tiu cht lng, cc kt qu
t c cho mc tiu cht lng k trc ( nh gi tnh hiu lc ca qu
trnh thit lp v qun l MTCL).
Vi yu cu v hoch nh chung HTQLCL, chuyn gia nh gi c th s dng cc
yu cu a) n f) trong iu khon 4.1 nh nhng im kim tra trong qu trnh nh
gi. Trong qu trnh s dng cc yu cu trong iu khon 4.1, cn lun xem xt vic
hoch nh v kt qu, hiu qu hoch nh vi chnh sch, tha mn khch hng (mc
ch) v phng nga ri ro (tip cn).
kim tra kh nng duy tr s nht qun ca HTQLCL khi hoch nh v/hoc thc
hin cc thay i, nh gi vin c th phng vn cc b phn lin quan v cch tip
cn (thng l tip cn a chc nng) trong lp k hoch v trin khai. Ngoi ra, vic
kim tra thng tin v kt qu t c sau khi thc hin cc thay i trong qu kh
cng gip nh gi vin xc nh c tnh hiu lc vic duy tr s nht qun ca h
thng khi c thay i.
11. 2.5
Trch nhim quyn hn v trao i thng tin
q. 2.5.1
Trch nhim v quyn hn
o 2.5.1.1
Lnh o cao nht phi m bo cc trch nhim v quyn hn c xc nh v
thng bo trong t chc
o 2.5.1.2
Din gii v nhn xt
Xc nh mt cch r rng, y , nht qun trch nhim v quyn hn, mt trong
nhng i tng c bn ca vic tiu chun ha theo ISO 9000, gip hnh thnh cc
hnh lang mi thnh vin trong t chc c th thc hin cng vic mt cch cch
c trch nhim v chu trch nhim vi kt qu.
Qu trnh ny cn m bo mi qu trnh, hot ng trong HTQLCL c ngi chu trch
nhim, trnh nhng khong trng hoc s chng cho trong phn cng trch nhim.
Cc trch nhim v quyn hn cn xc nh v phn cng khng ch cho cc cng vic
din ra trong iu kin bnh thng, m cn c bit cn thit vi cc tnh hung bt
thng, bao gm cc tnh hung khn cp. (xem thm 4.1)
Kt qu u ra ca qu trnh xc nh v phn cng trch nhim, quyn hn, ty trong
tng trng hp, c th l cc ma trn trch nhim, m t cng vic, hay quy ch t
chc.
Trong qu trnh phn tch cng vic v xc nh cc trch nhim, quyn hn, t chc
cn m bo vic xc nh mi quan h gia cc quyn hn v trch nhim thc hin
cng vic c giao. Vic trao quyn hn phi tng ng vi phn cng trch nhim.
Ngoi ra, mi quan h gia trch nhim thc hin cc cng vic v quyn hn tng
ng ca cc cng vc c lin quan cng cn c xc nh v trao i trong t chc
nhm m bo s thng sut ca thng tin v tnh lin tc ca cc qu trnh.
o 2.5.1.3
Hng dn nh gi
xc nh tnh hiu lc ca vic xc nh v trao i thng tin v trch nhim, quyn
hn trong t chc, chuyn gia nh gi cn kt hp xem xt c ch v tip cn ca t
chc trong vic phn cng trch nhim v trao quyn hn vi xem xt thc tin vi
nhng tnh hung v trng hp c th.
gc qun l chung, chuyn gia nh gi c th phng vn lnh o cp cao v
nhn vin qun l trong t chc v cch tip cn, c ch, cng c c s dng cho
vic xc nh trch nhim v quyn hn v trao i thng tin lin quan.
xc nh mc trin khai vic xc nh v phn cng trch nhim, quyn hn trn
thc t, chuyn gia nh gi c th xem xt cc thng tin, ti liu v phn cng chc
nng, nhim v v trch nhim theo cc cp t trn xung di, t b phn xung c
nhn bit c tnh tha ng (y ) v nht qun trong trin khai chc nng.
Ngoi ra, trong qu trnh nh gi cc qu trnh c th, nhng ni dung sau c th
c trao i, xem xt:
Cng vic ny do ai thc hin? Ai chu trch nhim v vic t c hay khng
t c yu cu A (no )?
Ai l ngi chu trch nhim i vi cng vic tip theo? Hoc vi cng vic trc
?
Trong qu trnh thc hin cng vic c th gp cc trng hp bt thng no? Khi
th cn phi bo co cho ai c quyn hn x l?
r. Cng c qun l cht lng v s tt hu na th k (Qun l cht lng thnh

cng bn vng- Phn V)
Tip theo bi vit trong k trc v Vn ha cht lng trong doanh nghip Nhiu c
di hn l cc vn hoa p trong cuc tr chuyn gia Nguyn Phng Tho, th k
bin tp ca bn tin P & Q Updates, vi anh Phm Minh Thng Gim c P & Q
Solutions, bi vit k 5 ny trch ng ni dung tho lun xoay quanh ch ng dng
cc cng c qun l cht lng.
PQU: Hin nay, khi ni v qun l cht lng c v nh ISO 9000 ang l mt
gii php c cho l va hin i li va hiu qu m nhiu doanh nghip
la chn. Vy khi ISO 9000 c p dng, cc cng c qun l cht lng khc
s c v tr nh th no trong qun tr?
PMT: ng l hin nay ISO 9000 l m hnh qun l cht lng theo h thng ang
c a chung v ph bin rng ri hin nay ti Vit Nam v trn th gii. Nu chng
ta c ni nhng iu tt p v li ch ca vic p dng ISO 9000 th cc nh qun l
c l s thy va tha, va nht v so rng. Ch ring con s hn 1 triu giy chng
nhn trn phm vi ton cu v gn 1 vn giy chng nhn c cp Vit Nam ,
t thn chng, ni ln rt nhiu iu v nhng cm nhn li ch m ISO 9000 em li.
Mt cch d hiu, p dng ISO 9000 l vic doanh nghip thc hin qun l cht lng
mt cch c h thng theo m hnh a ra trong tiu chun ISO 9001:2008 (phin bn
cp nht nht hin nay). ISO 9001:2008 a ra nhng yu cu (gip hnh thnh mt
khun kh) ca mt H thng qun l cht lng m mt t chc c th thc hin, v
gc cc yu cu ca ISO 9001:2008 mang tnh khi qut (generic), hng n
nhng kt qu m vic qun l cht lng phi t c. Mt mt, ISO 9001:2008 a
ra cc yu t ca H thng qun l cht lng cn c c mt t chc nh l hnh
thnh nhng khung sn cho H thng qun l cht lng. Mt khc, trong tng yu
t tiu chun ny a ra nhng mc tiu v qun l m t chc cn t c. Tiu
chun ny, iu gy tht vng vi nhiu ngi, hon ton khng a ra cch thc c
th m t chc c th thc hin nhm tho mn cc yu cu t ra.
Khi phn tch nh vy, vt liu dng lp y cc khong trng ca nhng khung
sn v dng c gip t c cc mc tiu qun tr m tiu chun a ra chnh
l nhng cng c qun l (cht lng). Ni mt cch khc, mc d bn thn ISO
9001:2008 cng l mt cng c qun l mt cch h thng, n ch c th c p
dng mt cch hiu qu khi c kt hp vi nhng cng c qun l (cht lng) thch
hp. y l cu tr li cho vn v tr ca cc cng c qun l cht lng trong qun
tr doanh nghip khi ISO 9000 c p dng.
minh ha r hn mi quan h ny, chng ta th cng nhau xem xt mt s v d c
th. V d th nht, theo ISO 9001:2008 t chc cn trin khai hot ng theo di o
lng sn phm (nh mt yu t) v kim sot cc sn phm khng ph hp (nh mt
yu t khc). Khi cc cng c nh ly mu chp nhn acceptance sampling) s l
cng c kt ni hai yu t ny li, bi ly mu chp nhn cho php ngi kim tra gn
c kt qu kim tra cho tng mu c th vi vic xc nhn tnh trng ph hp hay
khng ph hp ca l/m sn phm. V d th hai, cng theo ISO 9001:2008 khi c
mt s khng ph hp, t chc phi tm nguyn nhn ca s khng ph hp v nh
gi nhu cu thc hin hnh ng khc phc. Khi cc cng c nh Biu xng c
(Fishbone Diagram) hay FMEA (Failure Mode and Effect Analysis) c th l nhng
cng c cn thit t chc thc hin c yu cu ca tiu chun.
PQU: Nh vy ISO 9001:2008 cung cp cho doanh nghip mt khung sn v tiu
chun cho hot ng qun l cht lng. Vy theo anh, qun l cht lng mt cch
hiu qu, doanh nghip cn cn cc cng c qun l (cht lng) no khc?
PMT: Chng ta th hnh dung, trong mt ngi nh vi kin trc p v kt cu vng
chc c xy dng, ch nhn ca n cn c cc h thng ni tht (v cc vt)
nh th no va duy tr c nt kin trc, kt cu, ng thi li c c s thoi
mi, tin nghi, thun tin v hiu qu trong s dng. y l cu hi m chng ta cn rt
nhiu giy ghi danh mc c lit k cho cu tr li. Cc cng c qun l cht
lng v vic ng dng chng cng nh vy, chng ta c th dnh c mt bui
cng nhau lit k cc cng c ny. c th hnh dung vi con s, Thomas Pyzdek,
tc gi ca cun sch 6 Sigma Handbook thng k rng hin ang c khong hn
400 cng c qun l cht lng khc nhau ang c s dng.
trnh b tu ha nhp ma vi cc con s, s d dng hn nu chng ta nhm cc
cng c qun l cht lng ny vo cc nhm vi nhng mc ch s dng khc nhau
trong t chc. Nhn chung, cng c qun l cht lng thng c s dng trong cc
mc ch nh: hoch nh cht lng, kim sot cht lng, phn tch v chn on,
qun l d n ci tin cht lng. Mi cng c qun l cht lng c th c th phc
v cho mt hay nhiu mc ch ny.
Trong hoch nh cht lng, mt s cng c ch yu c th bao gm:
Th im cn bng (Balanced Scorecards), Trin khai chin lc (Policy

deployment), cc Ch s hot ng trong yu (KPI) v Qun l theo mc
tiu (MBO), c th c s dng h tr cho vic thit lp, qun l chnh
sch cht lng v cc mc tiu cht lng;
Lu qu trnh (Process flowchart), Lu chc nng (Functional

process flowchart), Trin khai chc nng qun l cht lng (QFD), S phn
tch qu trnh (Turtle Diagram), S dng chy gi tr (VSM), Vng trn
PDCA (PDCA Circle) c th c s dng h tr cho vic phn tch v
hoch nh cc qu trnh ni chung;
Hoch nh cht lng sn phm (APQP), Thit k th nghim (DOE),

Phn tch dng li v hu qu(FMEA),c th c s dng h tr vic
hoch nh qu trnh to sn phm;
Cc loi ma trn nh Ma trn k nng (Skill matrix), Ma trn trch

nhim (Responsibility matrix), Ma trn qun tr theo tnh hung (Situational
leadership), c th c s dng h tr cho vic hoch nh ngun nhn
lc.
Trong kim sot cht lng, cc cng c ch yu c th bao gm:
Phiu kim tra (Checksheet), Ly mu chp nhn (Sampling plan), Biu

kim sot qu trnh (Process control charts), Kim sot qu trnh bng
phng php thng k (SPC), c th c s dng h tr cho vic theo
di v gim st;
Gii php phng nga sai li (Poka Yoke), H thng cnh bo sai
li (Andon System), Th Kanban (Kanban Card), c th c s dng h
tr cho vic phng nga hoc pht hin sm sai li;
Phn tch h thng o lng (MSA), Th nghim thnh tho (PT), c

th c s dng m bo cht lng hot ng kim tra, th nghim trong
to sn phm;
Nhm cc cng c h tr cho vic phn tch v chn on c th bao gm: Biu
phn tn (Scatter plot), Biu Pareto (Pareto Diagram), Biu tn xut (Histogram),
Biu xng c (Fishbone Diagram), Bo co A3 (A3 Report) v cc loi ma trn
quan h (Relationship Matrix).
Nhm cc cng c h tr cho vic trin khai d n ci tin c th bao gm:
DMAIC (Define, measure, analyse, improve), Kaizen (Ci tin lin tc), Chi ph cht
lng (CoQ), Phn tch chi ph li nhun (Cost-Benefit Analysis), Ma trn la chn
d n ci tin (Improvement project selection Matrix).
Ngoi ra cc tip cn (v nhng cng c i km) nh Six Sigma, Lean, 5S,c th
c s dng nh mt phn ca cc chin lc ci tin cht lng. Cc tip cn ny,
bn thn n, c cc yu t cho hoch nh, trin khai, kim sot v nh gi.
PQU: Vi rt nhiu cng c qun l cht lng va gii thiu, anh nh gi nh th
no v mc p dng chng ti cc doanh nghip ca Vit Nam?
PMT: Chng ta mi c hn 20 nm i mi, gn 15 nm thu ht vn u t nc
ngoi, hn 10 nm vi phong tro ISO 9000 v hn 4 nm hi nhp WTO y l im
quy chiu quan trng khi chng ta ni v mc pht trin ca qun l cht lng ni
chung v mc s dng cng c qun l cht lng ni ring. Vi im quy chiu
ny, chng ta khng mong i mt thc trng s dng mt cch ph bin v hiu qu
cc cng c qun l cht lng trong doanh nghip. Theo mt cuc iu tra vi khong
200 doanh nghip v t chc c chng nhn ISO 9000 vo nm 2006 m P & Q
Solutions thc hin, mc d c n 47% i tng iu tra cho rng h trin khai
ci tin cht lng th t l p dng thnh cng cc cng c qun l cht lng li rt
thp. Ch c 4% i tng iu tra cho rng h p dng thnh cng 5S, SPC hay
biu xng c v tn xut. Cha n 1% cho rng h p dng thnh cng TQM,
CoQ, KPI hay o lng nng sut.
Chng ta cng cn bit rng, mc d c mt s cng c qun l cht lng mi c
pht trin trong hai n 3 thp nin va qua (v d nh 6 sigma hay Th im cn
bng), phn li cc cng c qun l cht lng ph bin khc c pht trin trong
nm gia th k trc. Nh vy, c th ni cc doanh nghip ca chng ta ang b tt
hu mt na th k so vi nhng doanh nghip thuc cc nn kinh t pht trin nh
Nht Bn, Chu u hay Bc M.
PQU: Vy anh c nhn xt g v mc s dng cc cng c qun l cht lng
trong cc thnh phn doanh nghip hay lnh vc khc nhau?
PMT: Nu nhn bn phn b mc p dng cc cng c qun l cht lng,
mc ng dng cc doanh nghip c vn u t nc ngoi thng cao hn so
vi cc doanh nghip trong nc; mc p dng trong cc lnh vc nh gia cng
chnh xc, c kh, in, in t cao hn cc lnh vc khc. Vi cc doanh nghip trong
nc, mc p dng ti cc doanh nghip tham gia vo nhng chui cung ng ln
thng cao hn cc doanh nghip khc.
Nh vy c th thy cc cng c qun l cht lng ang c xu hng du nhp vo
Vit Nam thng qua hot ng ca cc cng ty c vn u t trc tip nc ngoi v
qu trnh tham gia vo chui gi tr ton cu ca cc doanh nghip Vit Nam. Bn cnh
, kh nng tip cn nhiu hn vi thng tin v qun tr, cc chng trnh o to, v
c bit l cc n lc ca chnh ph trong nng cao nng sut cht lng (nh Quyt
nh 712/2010/Q Ttg, ngy 21/5/2010 ph duyt Chng trnh quc gia nng cao
nng sut cht lng sn phm hng ha) cng gp phn ng k thc y qu trnh
a cc cng c ny vo qun l cht lng trong doanh nghip. Vi nhng c im
ny, chng ta c th tin rng vic p dng cc cng c qun l cht lng ti cc
doanh nghip s tng nhanh v tr nn hiu qu hn trong nhng nm ti.
PQU: Vi rt nhiu cng c qun l cht lng c th s dng nh vy, lm th no
doanh nghip c th p dng chng mt cch hiu qu?
PMT: Rt tic, chng ta khng mun k mt n thuc cha bnh chung theo
kiu au bng ung nhn sm bi thc t l thy kh c gii php tuyt i cho
vic p dng hiu qu cc cng c qun l cht lng. Tuy nhin, c ba yu t quan
trng m mi doanh nghip phi xem xt n trong s dng cc cng c qun l cht
lng.
Th nht, vic s dng cc cng c qun l cht lng ph thuc vo nhng mc tiu
chin lc v hiu qu, cht lng v tha mn khch hng. Cc mc tiu chin lc
ny l xut pht im cho xc nh nhu cu i vi cc cng c qun l ni chung v
qun l cht lng ni ring. Th hnh dung, bn thu mt tp th sn n sn li ngi
nh ca mnh, vic h n c mang theo hay khng mang theo tm bt dng lt
trnh sn rt trn nn nh hoc b mt cc vt s ni cho bn rt nhiu v cc
trng tm kinh doanh ca nhm th ny. Tng t nh vy, mt bn bo co thng
khng c bt k mt biu hay ma trn tm tt s liu no cng c th cho bn nhiu
thng tin v s nhn nhn ca ngi qun l vi tnh hiu qu (trong xem xt, x l s
liu v ra quyt nh).
Th hai, cc cng c qun l cht lng cn mt mi trng vn ha cht lng thch
hp. C khi no bn n mt gia nh c t giy gip rt mi v p nhng bn vn
nhn thy giy dp ngn ngang xung quanh t? Khi ta cht nhn ra , vn c
th khng nm ch ci t - cn c yu t khc cn c quan tm. Mi trng vn
ha cht lng thch hp cho s dng v pht huy hiu qu ca cc cng c qun l
cht lng l mi trng vn ha quyt nh da trn s kin, theo ui vng trn
PDCA trong qun l, lm vic nhm, trao quyn thch hp v ci tin lin tc. C khi
no bn t hi ti sao doanh nghip t nhn ni m ch doanh nghip tham gia quyt
nh mi vic cng l ni t nhn thy s hin din ca cc cng c qun l cht lng?
Th ba, doanh nghip cn c nng lc nhn din v la chn cng c qun l cht
lng thch hp cho tng trng hp c th. iu ny lin quan n nng lc nhn s,
c ch o to v qun l ngun tri thc chia s chung. S hiu bit v k nng s
dng cc cng c qun l cht lng cn l mt phn r rng trong tiu chun nng lc
ca nhn vin; o to v cc cng c qun l cht lng l mt ni dung xut hin
trong k hoch o to hng nm ca t chc; cc hng dn s dng mt s cng c
qun l cht lng quan trng, c s dng thng xuyn nn l mt phn ca h
thng ti liu ni b (ngun tri thc chia s chung ca doanh nghip)./.
s. ISO 9001:2008 Gii m cc yu cu t gc nhn ca chuyn gia nh gi ni b Phn VI (Tip theo)
Ni dung trch trong Phn 5 ny bao gm cc din gii v hng dn nh gi cho mc
5.5.2 i din ca lnh o v mc 5.5.3 Trao i thng tin ni b ca tiu chun
ISO
9001:2008.
CHNG
1.
TRCH
NHIM
CA
LNH
O
(tip
theo)
2.5
Trch nhim quyn hn v trao i thng tin (tip theo)
2.5.2
i
din
ca
lnh
o
2.5.2.1
Trch
dn
yu
cu
ca
ISO
9001:2008
Lnh o cao nht phi ch nh mt thnh vin trong ban lnh o ca t chc, ngoi
cc trch nhim khc, phi c trch nhim v quyn hn sau
a) m bo cc qu trnh cn thit ca h thng qun l cht lng c thit lp,
thc
hin
v
duy
tr;
b) bo co cho lnh o cao nht v kt qu hot ng ca h thng qun l cht
lng
v
v
mi
nhu
cu
ci
tin,
v
c) m bo thc y ton b t chc nhn thc c cc yu cu ca khch hng.
2.5.2.2
Din
gii
v
nhn
xt
Vi vic trin khai chc nng qun l cht lng mt cch h thng theo tiu chun
ISO 9001:2008, lnh o cao nht phi m bo rng trch nhim chung v xy dng,
duy tr, ci tin HTQLCL ny v thc y nhn thc chung v cht lng v tha mn
khch hng c phn cng mt cch r rng v hiu qu cho mt thnh vin ca ban
lnh o. Trong ISO 9001:2008, v tr ny c gi l i din lnh o v cht lng
(QMR). Ni mt cch khc, QMR c vai tr qun l H thng qun l cht lng ca t
chc. iu ny cng tng t nh vic phn cng mt thnh vin trong ban lnh o
ph trch cc lnh vc khc nh nhn s, hnh chnh, ti chnh hay th trng.
Thng thng, cc trch nhim lin quan n chc nng qun l HTQLCL bao gm:
iu phi, gim st v thc y vic xy dng, p dng, duy tr v ci tin HTQLCL
v cc qu trnh ca HTQLCL, trong c hot ng nh gi ni b (xem thm 8.2.2)
v
xem
xt
HTQLCL
(xem
thm
5.6),
Tng hp v bo co v tnh hnh thc hin HTQLCL, tnh hiu lc, hiu qu, cc
nhu
cu
ci
tin
v
cung
cp
ngun
lc,
Thc y nhn thc v cht lng v tha mn yu cu khch hng trong t chc,
Xy dng v xut cc k hoch & mc tiu qun l cht lng ngn hn, trung
hn
ca
t
chc,
Lin h v trao i thng tin vi cc i tc bn ngoi lin quan n vic duy tr v
ci tin HTQLCL, bao gm t chc chng nhn, t chc t vn, o to,...,
Trc tip qun l v pht trin nhm nh gi ni b v nng lc v qun l cht
lng ca cc nhn s ch cht trong HTQLCL. (xem thm 6.2.2)
Ty vo c im ring ca mi n v m v tr ny c th l Trng phng/Gim c
qun l cht lng, Trng phng m bo cht lng, Ph (tng) gim c ph trch
cht lng, trc tip (Tng) Gim c hoc mt thnh vin thch hp khc trong ban
lnh
o.
Cn lu rng vai tr v chc nng ca v tr ny khng ging vi Trng phng
QC/KCS, v v vy, nu lnh o cao nht ch nh v tr ny l QMR th cn m bo
lm r s khc bit v cc vi tr v chc nng c b sung cho i din lnh o v
cht lng. Trong mi trng hp, t chc nn c quy nh r rng v trch nhim,
quyn hn ca QMR c ban hnh cng vi quyt nh/th ch nh. V hnh thc,
quy nh ny c th l mt bn m t cng vic ca QMR hay l mt phn ca quy nh
v chc nng nhim v ca Ban/Nhm ISO.... (xem thm 5.5.1)
2.5.2.3
Hng
dn
nh
gi
Vic nh gi s ph hp v hiu lc i vi yu cu ca iu khon 5.5.2, thng
thng, yu cu chuyn gia nh gi ni b xem xt vi lnh o cao nht, vi QMR
v
kt
qu
cc
cng
vic
thc
t.
Th nht, khi phng vn lnh o cp cao, chuyn gia nh gi ni b cn xem xt n

c ch m lnh o cp cao y quyn cho QMR thc hin cc trch nhim c
phn cng (xem thm phn Din gii v nhn xt), cng nh cch thc lnh o cp
cao cung cp nhng ngun lc, bao gm nng lc, v khun kh QMR c th hon
thnh cc trch nhim ca mnh. Mt s bng chng m chuyn gia nh gi ni b c
th ch i bao gm: s HTQLCL vi v tr ca QMR c xc nh v c quan h
bo co trc tip vi lnh o cao nht, bn m t cng vic ca QMR vi cc trch
nhim v quyn hn c xc nh, quy ch t chc v hot ng ca Ban ISO (trong
c
v
tr
ca
QMR).
Th hai, trong qu trnh xem xt vi QMR, cc ni dung di y c th h tr chuyn
gia nh gi ni b tm hiu v nh gi s ph hp v mc hiu lc ca cc hot
ng
m
QMR
trin
khai
trch
nhim
c
phn
cng:
Trch nhim v quyn hn ca QMR bao gm nhng g? c quy nh u?
Kt qu hot ng ca HTQLCL c nh gi thng qua cc tiu ch no, c
bo
co
n
lnh
o
cao
nht
ra
sao?
Phng php v kt qu t c khi QMR trin khai cc nhim v c phn
cng? (s dng cc im nu trong phn Din gii v nhn xt lm c s kim tra)?
Th ba, trong qu trnh nh gi ti cc yu t v b phn khc nhau ca HTQLCL, cc
chuyn gia nh gi cn xem xt n mi quan h gia hot ng ca QMR v tnh
hnh
thc
hin
HTQLCL
ca
cc
yu
t
v
b
phn
ny.
2.5.3
Trao
i
thng
tin
ni
b
2.5.3.1
Trch
dn
yu
cu
ca
ISO
9001:2008
Lnh o cao nht phi m bo thit lp cc qu trnh trao i thng tin thch hp
trong t chc v c s trao i thng tin v hiu lc ca h thng qun l cht lng.
2.5.3.2
Din
gii
v
nhn
xt
Trao i thng tin ni b l mt yu t quan trng trong vn hnh HTQLCL nhm trin
khai chnh sch v m bo hiu lc ca cc qu trnh, hng n vic p ng yu
cu v nng cao tha mn khch hng. y l l do yu cu v trao i thng tin ni b
c a vo phn trch nhim ca lnh o trong tiu chun ISO 9001:2008.
Trong HTQLCL, trao i thng tin ni b bao gm hai ni dung: trao i thng tin tc
nghip v trao i thng tin chin lc (hiu lc ca HTQLCL).
Qu trnh trao i thng tin tc nghip gip lnh o doanh nghip tr li cu hi cho
s tng tc ca cc qu trnh, s lin tc v hiu qu ca cng vic. Nu qu trnh
trao i thng tin tc nghip khng c hoch nh v trin khai mt cch c hiu lc,
cc hot ng tc nghip s khng th c thc hin, hoc b sai li khi thc hin
(VD. thng tin v thay i yu cu sn phm t khch hng khng c trao i mt
cch kp thi v chnh xc th t chc c nhiu kh nng s cung cp cc sn
phm/dch v khng p ng c yu cu ca khch hng). Cc yu cu ca qu
trnh trao i thng tin tc nghip thng c cc t chc xc nh trong cc quy trnh
tc
nghip.
Qu trnh trao i thng tin chin lc (hiu lc ca HTQLCL) gn vi cc chnh sch,
mc tiu, kt qu theo di/o lng cho vic theo ui chnh sch v mc t c
cc mc tiu, nhm m bo s nht qun v mt nhn thc, tng cng s tham gia
ca mi ngi v gp phn ng vin, to ng lc cho ton b nhn vin trong t
chc. Tnh hiu lc ca qu trnh trao i thng tin chin lc c th khng nh hng
ngay n cc hot ng tc nghip hng ngy ca t chc, nhng c nh hng rt
ln n vic hnh thnh mt mt trng lm vic tch cc, hnh thnh vn ha cht
lng v huy ng c mt cch y s tham gia ca mi thnh vin trong t
chc. Cc yu cu ca qu trnh trao i thng tin chin lc thng c cc t chc
xc nh trong h thng bo co v tuyn truyn thng qua h thng Bng tin & Gc
thng
tin
kt
qu
(Dashboard).
2.5.3.3
Hng
dn
nh
gi
Vi ngha l mt yu t mang tnh h thng, chuyn gia nh gi ni b ch c th
a ra kt lun v tnh hiu lc ca cc qu trnh trao i thng tin ni b sau khi
hon
thnh
nh
gi
ton
b
phm
vi
ca
HTQLCL.
Mt cch c th, xem xt tnh hiu lc ca cc hot ng trao i thng tin tc
nghip, chuyn gia nh gi ni b c th xem xt cc ni dung sau y:
Xem xt vi lnh o cao nht v quan im v tip cn ca t chc trong hoch
nh
v
thc
hin
qu
trnh
trao
i
thng
tin,
Xem xt cc xut ci tin ca cc b phn n lnh o cao nht c lin quan
n vic trao i thng tin v nhng quyt nh/hnh ng tip theo ca t chc,
t cc cu hi thc hin cng vic, anh/ch cn nhng thng tin g, n t u,
vo khi no v bng cch no?, kt qu/thng tin ny cn cho ai, c chuyn i u,
vo
khi
no
v
bng
cch
no?...,
Xem xt kt qu phn tch sn phm khng ph hp, cc khiu ni khch hng xem
c cc s c no gn vi nguyn nhn v trao i thng tin,
Xem xt cch thc t chc qun l h thng thng tin (xem thm 6.3).
i vi hot ng trao i thng tin chin lc (v hiu lc ca HTQLCL), chuyn gia
nh
gi
ni
b
c
th
xem
xt
cc
ni
dung
sau
y:
Xem xt vi lnh o cao nht v nhng thng tin c cho l phn nh kt qu
thc hin chin lc v hiu lc ca HTQLCL, cng nh nhu cu ca cc cp qun l
i vi cc thng tin ny (hnh thnh u vo cho qu trnh trao i thng tin),
Xem xt vi cc nhn vin qun l cp trung gian v nhng thng tin gn vi hiu
lc ca HTQLCL lin quan n qu trnh/b phn h qun l v cch thc cc thng tin
ny
c
chia
s,
Xem xt qu trnh trao i thng tin v chnh sch, mc tiu, kt qu thc hin mc
tiu,
kt
qu
nh
gi
v
xem
xt
h
thng,
Xem xt cc bo co, s sn c v tnh cp nht ca cc thng tin trn Bng
tin/Gc
thng
tin
kt
qu,
Phng vn nhn vin trong t chc v mc nhn thc ca h v hiu lc ca
HTQLCL.

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CC CNG C LEAN

GII THCH THUT NG V KHI NIM.

1. CC LNG PH TRONG LEAN.

Thi gian thun p ng lm vic 1 ngy

V d: Mt n v sn xut nhn yu cu sn xut l 3600 sn phm 1 ngy. Lm vic 2

ng dng gii quyt vn

Khng gian, thi gian, Nh my cht tri v kh lm vic.

Gim cc vn v rc My mc v hng tn kho khng cn thit phi

Nng cao nng sut

Dn dp sch s Bin ni lm vic sch s Thiu nh sng c th dn ti gim hiu qu cng

My mc khng c bo tr c th b hng hoc

Cc ti phm tip din.

Khng c thc v hnh ng khi cc vt dng,

o Tuy nhin c s ca tng n v l khc nhau do hy:

Hnh 1.2. K hoch 6 bc thc hin 5S ti mt n v.

BC 3 TIN HNH TNG V SINH: Ton th cn b cng nhn vin s dng

2. SW CHUN HA CNG VIC.

Bc 03: Xc nh mc tn kho chun trong quy trnh.

3. VSM LU CHUI GI TR.

Dng thng tin

Cc giai on thc hin:

Giai on I: Xy dng s chui gi tr hin ti.

Hnh 2.2. Cc bc xy dng s VSM.

Bc 06: Xem xt cc hot ng to gi tr v hot ng khng to gi tr. o lng gi

Hnh 2.3. Cc vng lp Loop c nhn din.

Vng lin quan n khch hng

Bc 02: Lit k cc vn cn ci tin.

Hnh 2.4. Cc cng c c ng dng xy dng m hnh tng lai.

4. TPM DUY TR HIU SUT TNG TH.

Cc nghin cu trn th gii ch ra rng OEE trung bnh ca cc nh my sn xut

Zero Product Defects: Khng c sn phm li

Zero Equipment Unplanned Failures: Khng c s c dng my ngoi k hoch

Zero Accidents: Khng c tai nn xy ra trong hot ng

Cc hot ng chnh ca TPM:

s chn la a ra vn v thnh lp mt nhm hay mt s nhm tp trung ci tin

Hnh 4.1. Cc tr ct ca TPM.

Nng cao nng sut v Ch s hiu sut thit b ton b (OEE);

Giai on gii thiu TPM:

Giai on thc hin:

Bc 9: Thc hin cng vic bo tr c k hoch trong b phn bo tr.

Giai on cng c, duy tr:

L qu trnh ci tin lin tc ni lm vic;

Nhn mnh hot ng nhm;

Thu thp v phn tch d liu l cng c hu hiu.

Kaizen c tip cn theo qu trnh, khi cc qu trnh c ci tin th kt qu s c

Cc chng trnh KAIZEN c bn:

5S: SERI, SEITON, SEISO, SEIKETSU V SHITSUKE, ting Vit l

JIT: ng thi hn l mt k thut kim sot hng tn kho v sn xut, l mt

7 cng c thng k: l cc phng php thu thp v phn tch d liu lm cn c

Tch lu cc ci tin nh tr thnh kt qu ln;

Gim cc lnh ph, tng nng sut.

To ng lc thc y c nhn c cc tng ci tin;

To tinh thn lm vic tp th, on kt;

To thc lun hng ti gim thiu cc lng ph;

Xy dng nn vn ho cng ty.

Cc bc thc hin Kaizen tun th theo vng PDCA. T bc 1 n bc 4 l P (k

6. HEIJUNKA V JIT CN BNG CHUYN V NG-THI-IM.

Gim mc tn kho thnh phm (trnh c lng ph Inventory).

Hnh 6.1. Lch sn xut Lean

7. SMED/ QCO - CHUYN I NHANH.

Hnh 7.2. V d v cc bc rt ngn thi gian chuyn i.

Bc 03: Tm cch bin i INT thnh EXT.

Chun ha cc chc nng.

Bc 05: Chy th v ci tin.