5S l phng php qun l (sn xut) theo phng php Nht Bn, lm c s cho cc h thng v trit l qun l sn xut

nh TPS, TQM v LEAN Manufacturing. Hin nay 5S hin din ti tt c cc t chc theo ui v t c m hnh t chc ng cp th gii (world class manufacturing) vi mc ch chnh l loi b cc lng ph trong sn xut, gim thiu cc hot ng khng gia tng gi tr, cung cp mt mi trng lm vic vi tinh thn ci tin lin tc, ci thin tnh trng an ton v cht lng. Theo t gc ting Nht, 5 ch S trong m hnh 5S l vit tt ca Seiri (Sng lc),Seiton (Sp xp), Seiso (Sch s), Seiketsu (Sn sc), Shitsuke (Sn sng).

Bc 1 (Seiri Sng lc) Tng v sinh, sng lc v phn loi Trong bc ny, iu quan trng nht l mi ngi trong t chc cn m bo xc nh v phn loi c cc dng c, dng theo tn sut s dng:
o o o o

Nhng th chc c cn n thng xuyn trong qu trnh sn xut; Nhng th thnh thong cn n trong qu trnh sn xut; Nhng th c cho l khng cn c cn n trong tng lai: Nhng th m t chc khng cn n na.

Trong qu trnh ny, cn m bo t chc BIT mt cch chc chn v nhng cu tr li ny ch khng ch dng li nhng suy ngh v suy lun, v mi ngi lun nh rng cc vn dng tha ra khng dng n cng gy ra lng ph v mt tin bc ct gi. V vy, nguyn tc n gin l ng gi nhng g m t chc khng cn n! Khi thc hin sng lc, cn m bo vic loi b nhng lng ph ngay ti ngun thng qua by bc sau y:
o o

Xc nh mc bi bn / r r; Thc hin vic tng v sinh;

o o o o o

Tm hiu nguyn nhn gc r ca cc hin tng pht hin trn hin trng; Xc nh nhng khu vc xu nht trong nh my / phm vi xem xt; Lit k mt cch chi tit cc nguyn nhn cho khu vc ny; Quyt nh phng chm hnh ng hiu qu; Ln k hoch tin v ngn sch (nu cn thit) cho vic trin khai.

Bc 2 (Seiton Sp xp) Sp xp b tr li cc khu vc Trong giai on ny mi th cn c xp t vo ng ch ca mnh, v nh vy, cn t chc khu vc lu gi cho cc thit b/dng c thng qua vic tr li cc cu hi nh: Ci g? u?, Bao nhiu?, .

Nguyn tc b tr cc v tr lu gi l da trn tn xut s dng: nhng th thng xuyn s dng c sp xp gn vi v tr lm vic, nhng th t s dng c sp xp xa v tr lm vic. Trong phm vi khu vc sn xut, t chc cn xc nh r rng cc khu vc i li, khu vc lm vic, khu vc ngh ngi, . Cc mu sc khch nhau c th c s dng phn bit mi khu vc (v d: mu cho cc v tr trang thit b phng chy cha chy, v cc khu vc nguy c cao v an ton, mu vng cho gii hn khu vc i li). Cn lu cc vt dng thit yu nh bnh cha chy v cc trang thit b an ton lun d nhn v d tip cn.

Cc v tr lu gi cn c m bo thch hp vi mc ch s dng, c duy tr tt, cc dng c d c tm thy, c hnh thc nhn bit r rng vi dng c v cc v tr. iu quan trng l c v tr cho tng th v mi th phi ng v tr. Bc 3 (Seiso Sch s) Thng xuyn v sinh v kim tra T chc cn ln k hoch cho vic kim v sinh thng xuyn to ra v duy tr mt mi trng lm vic gn gng v sch s. Trch nhim cn c thit lp v gn cho tng khu vc c th v m bo quy nh r rng v vai tr v trch nhim trong vic v sinh v kim tra. Trong bc ny, t chc cn thit lp c cc chu trnh thng xuyn cho duy tr mi trng lm vic sch s (v d: 5 pht 5S mi u cui ngy, 30 pht 5S mi chiu Th Su). Mt iu cn quan tm l m bo vic v sinh phi tr thnh mt hon ng thng xuyn, lin tc, c gim st, mi nhn vin coi l nim t ho v gi tr ng gp cho t chc. S sch s l mt iu kin c bn cho cht lng, v vy, mt khi khu vc lm vic sch s, n cn c duy tr. Bc 4 (Seiketsu Sn sc) Duy tr tiu chun v s sch s, ngn np T chc cn xc nh tiu chun cho nhng iu c coi l bt thng v lm cho chng tr nn trc quan, d nhn, vit i vi nhn vin. iu ny bao gm: Vic thit k cc nhn mc r rng v tiu chun cho cc v tr, dng c, thit b v t chng nhng v tr quy nh; Hnh thnh cc ch s (v cch nhn bit) khi cc gii hn b vt (v d ng h p lc, ng h

nhit , mc nguyn liu trong thng np, ); V s nh du v tr khi cc vt/dng c c mang i hoc tr li v tr.

Ngoi ra, duy tr tiu chun cng cn n vic thit lp, thng nht v duy tr: Tiu chun v s sch s; Cc quy trnh duy tr tnh trng tiu chun; nh du v ghi nhn thng nht cho ton b cc vt/dng c; Thit lp phng php thng nht cho ch th v gii hn, xc nh cc v tr, .

Bc 5 (Shitsuke Sn sng) Hnh thnh thi quen v thc hnh Kh khn ln trong thc hin 5S l vic tun th cc quy nh. V vy, t chc cn hnh thnh v cng c cc thi quen thng qua hot ng o to v cc quy nh v khen thng, k lut. Trong bc ny, vic o to cc quy trnh mi nn c thc hin thng qua cc hnh nh trc quan hn l li ni, v lun m bo mi ngi (lin quan) u tham gia vo vic pht trin cc ti liu tiu chun nh bng kim tra, tiu chun thao tc. Ngoi ra, t chc cn m bo cc thc hnh ng c o

to v trnh din, trong khi cc thc hnh khng ng phi c nhn bit v x l. Hy m bo mi ngi u hiu v thng nht thc hin bi nu khng c o to v k lut, cc bc khc ca 5S s khng th thnh cng. Ngun tin: P & Q Solutions (bin dch theo Beyondlean.com)

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THNG 2

Tc gi bi vit: V Th Vit Hng P&Q Solutions Nng lng l ti nguyn thit yu cho hot ng sn xut v sinh hot ca con ngi. Vic khai thc cha hp l cc ti nguyn nng lng v s dng nng lng mt cch lng ph y ngun ti nguyn qu gi ny ng trc nguy c cn kit, hn na iu ny cn gy ra tn tht khng nh ti li nhun ca chnh doanh nghip bi cc chi ph phi tr cho vic s dng cc ngun nng lng vo nhng thi im khng cn thit, hoc s dng chng vi mt lng d tha. Do , s dng nng lng mt cch hp l v hiu qu v ang tr thnh mi quan tm chung, ng thi cng l mt trong nhng thch thc ln i vi cc doanh nghip ni ring, v vi ton nhn loi ni chung. Trc thc trng khai thc ti nguyn nng lng v s dng nng lng nh hin nay, nhiu c quan qun l thuc Chnh ph ca cc quc gia v cc t chc quc t tham gia vo cng cuc tm kim v la chn cc gii php hu hiu nhm kim sot vic s dng nng lng, ng thi m bo cc ngun nng lng c s dng mt cch hp l v hiu qu. Ti Vit Nam, Lut S dng nng lng tit kim v hiu qu c Quc hi thng qua vo ngy 17 thng 6 nm 2010. Nh vy, s dng nng lng mt cch tit kim v hiu qu khng ch xut pht t nhu cu ti u ha ca doanh nghip m cn l bng chng chng minh s tun th ca doanh nghip i vi cc yu cu Php lut. Vy, doanh nghip phi lm g s dng ti a hiu qu do cc ngun nng lng em li m khng gy lng ph? H thng Qun l Nng lng theo Tiu chun ISO 500001:2011 l mt gii php tt m cc doanh nghip nn cn nhc v la chn. ISO 50001:2011 l g? Tiu chun ISO 50001:2011 l mt tiu chun quc t v H thng Qun l Nng lng do T chc Tiu chun ha quc t (ISO) ban hnh vo ngy 15 thng 6 nm 2011. Bng vic a ra cc yu cu cn c i vi mt H thng Qun l Nng lng, ISO 50001:2011 l mt cng c c lc cho mi t chc, doanh nghip trong vic thit lp, p dng v duy tr H thng Qun l Nng lng nhm nng

cao hiu sut s dng nng lng, ng thi to c s cho vic t nh gi, t cng b s ph hp, hoc nh gi v cp chng nhn v vic p ng cc chun mc qun l nng lng bi cc T chc chng nhn. i tng p dng ISO 50001:2011? Tiu chun ISO 50001:2011 c th p dng cho mi t chc c nhu cu, khng phn bit quy m, hot ng hay yu t a l. Tiu chun ISO 50001:2011 rt ph hp vi cc t chc hot ng vi cc qu trnh tiu tn nhiu nng lng, nm trong danh sch c s s dng trng im, hoc cc doanh nghip pht thi kh nh knh. H thng Qun l Nng lng theo Tiu chun ISO 50001:2011 ISO 50001 gip doanh nghip tip cn qun l nng lng theo vng trn PDCA, c th: Plan (Lp k hoch): Xc nh cc yu t nh hng n vic tiu th nng lng v thit lp cc ch s hot ng nng lng, mc tiu, ch tiu, cc th tc kim sot v k hoch hnh ng cn thit nhm t c cam kt trong chnh sch nng lng v ci tin hot ng qun l nng lng ti t chc. Do (Thc hin): Tin hnh thc hin cc th tc, k hoch hnh ng v qun l nng lng c thit lp. Check (Kim tra): Gim st v o lng cc qu trnh v cc yu t c bn ca cc hot ng tc nghip, gip xc nh cc kt qu c th ca hot ng qun l nng lng trong t chc, chng t s ph hp vi chnh sch nng lng v cc mc tiu nng lng c thit lp. Act (Hnh ng): Thc hin cc hnh ng cn thit nhm ci tin lin tc hot ng nng lng v H thng Qun l Nng lng ca t chc.

M hnh H thng Qun l Nng lng (theo ISO 50001) ISO 50001:2011 mang li li ch g cho doanh nghip? Tiu chun ISO 50001:2011a ra khun kh cc yu cu, gip t chc: Thit lp, thc hin v duy tr chnh sch nhm s dng nng lng mt cch hiu qu hn; Thit lp cc mc tiu, ch tiu nhm hng ti chnh sch s dng nng lng hp l v hiu qu cam kt; Xc nh cc yu cu php lut v yu cu khc cn tun th; S dng cc s liu thu thp c phn tch v a ra cc quyt nh lin quan ti tiu th nng lng ti doanh nghip; o lng cc kt qu, kim k tiu th nng lng cho cc hot ng, bao gm c vic tiu th nng lng trong qu kh, hin ti v tng lai; Xem xt tnh hiu lc v hiu qu ca chnh sch cam kt; Ci tin lin tc H thng Qun l Nng lng.

p dng H thng Qun l Nng lng theo Tiu chun ISO 50001:2011 gip doanh nghip nh gi mc tiu th v s dng nng lng hin ti, tm kim cc gii php ci tin nhm s dng mt cch tt hn cc thit b s dng nng lng hin ti, gip nng cao hiu sut s dng nng lng ca cc my mc, thit b do gim mc nng lng c s dng v gim c chi ph ng k cho doanh nghip. Ngoi ra, thng qua vic thit lp v p dng cc th tc kim sot iu hnh lin quan ti s dng hp l v tit kim cc ngun nng lng, ISO 50001:2011 cn gip doanh nghip trnh c cc khon tin pht theo cc ch ti x l vi phm trong vic s dng nng lng. Bn cnh , vi mc ch s dng nng lng mt cch tit kim v hiu qu , ISO 50001:2011 cn to iu kin thun li cho vic ci tin qun l nng lng i vi cc d n gim pht thi kh nh knh. V mt th trng, H thng Qun l Nng lng c chng nhn ph hp vi Tiu chun ISO 50001:2011 to c hi cho vic qung b, ng thi y cng l cng c cho doanh nghip vt qua hng ro k thut thng mi v gip nng cao hnh nh v uy tn ca doanh nghip i vi khch hng v cng ng, do gip doanh nghip nng cao nng lc cnh tranh v c hi cho vic m rng th trng, bao gm c vic gia nhp th trng quc t. Do c xy dng trn cng mt cu trc vi Tiu chun ISO 14001:2004 nn Tiu chun ISO 50001:2011 c th c p dng c lp hoc tch hp vi cc h thng qun l khc mt cch thun li, gp phn gip doanh nghip pht trin bn vng. Vi nhng li ch trn, ISO 50001:2011 thc s l mt cng c hu hiu cho cc doanh nghip trong vic tm kim cc gii php s dng nng lng tit kim v hiu qu, gp phn gip doanh nghip theo ui chin lc pht trin bn vng, th hin trch nhim vi mi trng v x hi trong vic m bo an ninh nng lng trn phm vi ton cu. Theo http://www.pnq.com.vn

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GII QUYT VN CHNH DANH CA TH K ISO TRONG DOANH NGHIP

10

THNG 1

Tc gi: Phm Minh Thng Th k ISO l mt v tr cng vic pht sinh cng vi qu trnh p dng HTQLCL theo ISO 9000 ti doanh nghip. Vi chc nng gip vic cho i din lnh o v cht lng, hot ng ca Th k ISO c nh hng n kh nng duy tr v ci tin HTQLCL trong mi doanh nghip. Bi vit ny phn tch thc trng v v tr ca Th k ISO trong c cu t chc , v t chc HTQLCL, trong doanh nghip.

Cc bi vit tip theo trong Series bi vit v Th k ISO s tip tc tho lun nhng ni dung nh vai tr, cng vic v nng lc ca Th k ISO trong hot ng duy tr, ci tin HTQLCL. Cn b qun l h thng cht lng, thng c gi l Th k ISO ISO Coordinator, l mt v tr cng vic pht sinh cng vi qu trnh trin khai p dng H thng qun l cht lng (HTQLCL) theo ISO 9000 ti doanh nghip vi chc nng gip vic cho Ban lnh o (i din lnh o v cht lng QMR) iu phi, kim sot qu trnh xy dng HTQLCL (trc chng nhn) v duy tr, ci tin HTQLCL (sau chng nhn). Vi c im l mt v tr cng vic mi hnh thnh trong t chc, cc c s v chc nng nhim v, trch nhim quyn hn, quyn li v ngha v, tiu ch nh gi, tiu chun v nng lc, quan h cng vic ca nhng ngi c phn cng v tr ny cn nhiu c nhiu hn ch. Nu khng c xem xt v gii quyt mt cch tha ng, cc vn ny c th nh hng tiu cc n kh nng duy tr mt cch c hiu lc HTQLCL ca doanh nghip. Bi vit ny nm trong Series bi vit ca P & Q Solutions (s c ng ti trn website http://www.pnq.com.vn) phn tch v v tr, vai tr, cng vic v nng lc ca Th k ISO trong hot ng duy tr, ci tin HTQLCL ti doanh nghip. Xt v mt t chc, Th k ISO l mt v tr cng vic gn lin vi HTQLCL ca doanh nghip, v nh vy cc n v cha trin khai HTQLCL thng s khng c v tr ny trong h thng t chc ca mnh. Vi cc n v mi bt u trin khai HTQLCL th v tr Th k ISO cng c coi l mt v tr cng vic pht sinh thm so vi cc v tr cng vic tc nghip c hnh thnh v cng c trong qu trnh hot ng ca doanh nghip. Trong phn ln cc trng hp, Th k ISO khng phi l mt v tr chuyn trch. Cc doanh nghip thng ch nh mt ngi v tr cng vic no (thng l trng phng hoc nhn vin qun l ti phng/b phn do QMR ph trch VD. Nu QMR l ph gim c k thut th Th k ISO c th l Trng/ph phng k thut hoc mt cn b qun l k thut) kim nhim thm v tr cng vic ny. Chnh v vt, mc d v tr Th k ISO xut hin trong S t chc HTQLCL, nhng li thng khng xut hin trong S t chc hnh chnh. Khi khng xut hin trong S t chc hnh chnh, s tn ti ca v tr Th k ISO, cha ni n cc chc nng v nhim v ca n, thng khng c nhnh thy r rng trong t chc. C mt thc t l nu bn n cng mt doanh nghip v ng k vi bo v vo gp, hoc gi in n nhn vin l tn ngh gp Th k ISO th bn ang gy kh khn cho h bi phn nhiu trong s h hon ton khng bit Th k ISO l ai (Mo nh trong trng hp ny l hy ly h tn ca ngi ny cng vi v tr v b phn m h lm vic VD. Cho gp ch Nguyn Th A phng TC-HC, Th k ISO). Gn lin vi s xut hin (hoc khng xut hin) trong c cu t chc, v tr Th k ISO cng thng khng xut hin trong h thng thang/bng lng ca doanh nghip (k c h thng ph cp chc v / kim nhim). C rt nhiu Th k ISO m chng ti gp trong cc hot ng t vn, o to v nh gi than phin rng rng k t khi h nhn thm v tr Th k ISO, cc cng vic trc y c phn cng vn phi hon thnh, nay thm cc cng vic ca Th k ISO, nhng thu nhp th khng c g thay i. V vy, khuyn ngh c a ra y l:
o

Phng n tt nht, doanh nghip nn nht th ha S t chc hnh chnh vi S t chc HTQLCL cc v tr chc danh lin quan n HTQLCL nh QMR v Th k ISO s xut

hin ngay trong S t chc hnh chnh, c h tr bi mt bn M t cng vic c th. Vic ny s to cho Th k ISO mt c s Danh chnh t c Ngn thun trong qu trnh trin khai cng vic. Song song vi iu ny, khi phn tch c cu cng vic xy dng nh mc lng cho v tr ny, doanh nghip cn xem xt n ni dung cng vic, tm quan trng ca cng vic v t trng v thi gian cho cng vic Th k ISO i vi v tr chc danh Th k ISO chuyn trch, hoc v tr chc danh s kim nhim (v d Chuyn vin o to/Th k ISO) m bo rng cc cng vic ca Th k ISO l cng vic c tr lng thc hin; Nu khng thc hin c phng n th nht, doanh nghip nn tng cng vic tuyn truyn v S t chc HTQLCL ni ring v HTQLCL ni chung v tr Th k ISO c nhn bit trong t chc. Vic lp M t cng vic c th cho v tr Th k ISO cng vi nh mc lng c xy dng trn c s phn tch cng vic c th s to khun kh v mt t chc v to ng lc cho ngi c phn cng hon thnh cc cng vic ca mt Th k ISO trong doanh nghip; Mt phng n khc m doanh nghip c th la chn l v tr Th k ISO, c M t cng vic, xut hin trong S t chc HTQLCL. V tr Th k ISO (kim nhim) s c hng mt khon ph cp chc v kim nhim theo quy nh ca doanh nghip (thng c th p dng mc ph cp chc v tng ng vi trng hoc ph b phn) ./. Theo http://www.pnq.com.vn

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Trong Phn 1, 2, 3 & 4 chng ta cp n yu t S, M, A v R trong nguyn tc S.M.A.R.T.E.R. vi yu cu Specific C th, Measurable o lng c, Agreed Thng nht v Realistic Thc t. Trong phn ny chng ta s xem xt yu t T, E v R vi yu cu Timed - C khung thi gian, Engaged C s tham gia ca mi ngi v Relevant S lin quan ca Mc tiu cht lng. Timed C khung thi gian Cc MTCL cn th hin iu nh tm kim cho mt giai on vi thi hn c th nhm phn nh mi quan h mang tnh thi im gia thc trng v k hoch thc hin c th. Thng thng, chu k MTCL c xc nh trng vi chu k ca nm ti chnh vi Vit Nam l nm dng lch. V vy chng ta hay thy cc tuyn b nh Mc tiu cht lng nm 2010, Mc tiu cht lng nm 2012, v.v. Nhiu ngi cho rngkhi t chc theo ui cc mc tiu thng xuyn th khng nht thit

cn khung thi gian, tuy nhin, trong trng hp ny, dng nh c s nhm ln v mc ch goal v mc tiu objective. Chng hn, khi chng ta n mt t chc v thy khu hiu c tuyn truyn dng nh PQC 10(vi ngha l tng nng sut 10% nm, tng cht lng 10% nm, gim chi ph 10% nm) th l mt mc ch theo ui, th hin s cam kt v quan im hn l con s chnh xc cn t c trong cc lnh vc nng sut, cht lng v chi ph. theo ui mc ch ny, cng ty vn cn cc mc tiu c th cho tng chu k k hoch. Tng t nh vy, mt s doanh nghip lun theo ui ci c coi nh mc tiu 0% sai li Zero defect, tuy nhin, trong trng hp ny 0% sai li, thc t, cng ch ng vai tr nh l mt mc ch goal phn u hay quan im v cht lnghn l mc tiu cho mt chu k c th cn t c. V vy, ng khi no b qua cu hi mc tiu t ra cn phi t c vo thi im no? trong qu trnh thit lp mc tiu cht lng. Engaged C s tham gia ca mi ngi Thit lp MTCL l mt qu trnh cn c s tham gia ca cc cp v nhn s lin quan. Vic huy ng s tham gia ny, mt mt, tng cng tin cy v s thch hp ca MTCL thng qua c hi c y thng tin v s phn bin tch cc, mt khc hnh thnh c s cho tinh thn lm ch ca cc cp v c nhn lin quan i vi MTCL c thit lp. Khi trng b phn huy ng c cc nhn vin trong b phn, c phn cng ph trch nhng mng vic c th, th cc nhn vin ny s ng gp nhng thng tin v hiu bit c th, chnh xc v thc trng cng vic m h ph trch lm cho ngi qun l c cc d liu c s y v chnh xc. Bn cnh , nhng nhn vin ny s c xem xt v phn bin i vi mc tiu v k hoch thc hin mc tiu iu s lm cho MTCL v k hoch thc hin tr nn thc t v kh thi hn. Ngoi ngha ny, s tham gia ca cc nhn vin cn m bo rng h nhn thc c l mnh tham gia vo qu trnh hnh thnh MTCL v k hoch thc hin, thng qua xc lp cm gi v tinh thn lm ch mc tiu v k hoch do h t ra nn h c ngha v phi ch ng trin khai thc hin v kim sot. y l mt im lu quan trng trong thit lp v qun l MTCL. Nh vy, ngay c trong trng hp qun l b phn c th t mnh a ra cc MTCL v k hoch thch hp (c mi ngi cho l thch hp) th vic huy ng s tham gia ca nhng ngi lin quan vn l iu nn lm nhm to iu kin v mi trng tt nht cho vic trin khai thc hin. Relevant S lin quan Nh phn tch trong phn i tng ca MTCL, S lin quan l mt tiu ch ht sc quan trng, quyt nh n vai tr v gi tr ca MTCL cho cc n lc ci tin lin tc v phc v cho mc ch tng cng hiu qu hot ng ca t chc. phng din ny, mt mc tiu cht lng tt, trc ht, MTCL cn m bo l mt phn ca h thng trin khai chnh sch cht lng, hay ni cch khc, MTCL cn gn vi cc ch tiu hot ng trong yu v cht lng QKPI. Vi yu cu ny, nhng mc tiu nh Tng doanh s bn hng, t li nhun trc thu l , Tng thu nhp bnh qun u ngi ln thuc nhm nguy c cao khng c th lt qua c bi kim tra v S lin quan, v kh xc nh c mi quan h ca chng vi cc chin lc v cht lng ca mt t chc. Ngoi ra, MTCL cn phi m bo phn nh nhng u tin qun l trong giai on k hoch tng ng. Khi m cc s liu v cht lng sn phm cho thy t l sn phm khng ph hp tng ln cao hn nhiu so vi mc tiu do cc thit b hot ng thiu n nh v thng xuyn gp s c th mt mc tiu ca b

phn qun l thit b v Gim gi d tr tr linh kin ph tng thay th c th c coi l thiu S lin quan n u tin qun l trong k k hoch l tng cng s n nh v gim cc s c thit b./.

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25

THNG 12

Trong Phn 1, 2 & 3 chng ta cp n yu t S, M v A trong nguyn tc S.M.A.R.T.E.R. vi yu cu Specific C th, Measurable o lng c v Agreed Thng nht. Trong phn ny chng ta s xem xt yu t R vi yu cu Realistic Thc t ca Mc tiu cht lng. Realistic Thc t Mc d MTCL l iu nhm ti, mun t c v mt cht lng th cng khng v th m vic thit lp mc tiu c t cho s vin vng v duy ch. Trong ISO 9000, yu cu vi MTCL l phi nht qun vi Chnh sch cht lng v phi hng n ci tin lin tc, v nh vy, iu nhm ti thng l tt hn s vi kt qu ang t c. Tuy nhin, mc tiu (mang tnh ci tin) c t ra khng phi ch th hin mong mun m cn phi rt thc t v c kh nng t c. Thng thng, tnh thc t ca mc tiu ph thuc vo hai c s l tnh y , ng tin cy ca kt qu phn tch s liu v tnh trng hin ti v s tha ng, kh thi ca k hoch thc hin. Mt MTCL v hiu sut s dng ca thit b tr nn khng thc t nu trc t chc khng c s liu c th xc nh c hiu sut s dng ti thi im thit lp mc tiu (ca k k hoch hoc giai on trc ). Ngay c khi bit c hiu sut ca k k hoch trc/giai on trc nhng nu s liu khng sn sng phn tch thc trng ny (cc yu t v mc tc ng n hiu sut s dng thit b) th mc tiu cng tr nn khng thc t. V k hoch thc hin, mc tiu v hiu sut s dng thit b ny ch c coi l thc t khi k hoch thc hin mc tiu (action plan) tng ng mt cch tha ng vi nhng vn c xc nh trong phn tch tnh trng hin ti, v cc gii php ny phi kh thi trn thc t (c v cng ngh, ti chnh, nng lc nhn s v vn ha doanh nghip). Trong thc t, cc mc tiu c k hoch thc hin vi ni dung chung chung nh Tng cng nhc nh, Tng cng gio dc nhn vin, hoc Tng cng gim st thng c kh nng thc hin thp. Nh vy, xc nh tnh thc t ca mt MTCL, vic xem xt ni dung ca mc tiu v c s xc nh mc tiu khng cha m cn c vic xem xt n k hoch thc hin nhm t c mc tiu ny. PHN HI li phn hi

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THIT LP & QUN L MC TIU CHT LNG: NGUYN TC S.M.A.R.T.E.R. (Phn 3)

22

THNG 12

Trong Phn 1 & 2, chng ta cp n yu t S v M trong nguyn tc S.M.A.R.T.E.R. vi yu cu Specific C th v Measurable o lng c. Trong phn ny chng ta s xem xt yu t A vi yu cu Agreed Thng nht ca Mc tiu cht lng.

Agreed Thng nht Mt mc tiu cht lng tt cn phi l mt phn ca mt h thng MTCL trong t chc. Nh cp trong phn v i tng ca MTCL, mt mc tiu cht lng cn m bo s lin quan v tnh thng nht vi cc MTCL cp trn v cp di ca n (theo chiu dc) v cc mc tiu ngang cp (theo chiu ngang). Nh vy, vic xem xt n l khng nh gi mt MTCL m cn cn xc nhn s thng nht ca MTCL ny vi mc tiu cp trn (h tr cho mc tiu cp trn), mc tiu cp di (nh hng cho mc tiu cp di), v mc tiu ngang cp (h tr qua li vi mc tiu ngang cp). Mt mc tiu thng nht thng l kt qu ca qu trnh thit lp theo phng php ma trn matrix approach. Gi s mt MTCL trong nm 20XX ca Trung tm chm sc khch hng l m bo t l cuc gi c kt ni trong ln gi u tin n tng i chm sc khch hng l trn 90%, trong khi cng ty c mt MTCL l Nng cao ch s tha mn khch hng CSI theo kt qu kho st tha mn khch hng hng nm cho nm 20XX ln trn 80%, v Phng kinh doanh c mt MTCL trong nm 20XX l t c t l cc khch hng c c n hng lp li l 80%. Khi MTCL ca Trung tm chm sc khch hng c coi l thng nht khi m bo h tr mc tiu ca cng ty v CSI v h tr mc tiu ca Phng kinh doanh v n hng lp li. Hy tr li mt cch tha ng cu hi MTCL ny c lin quan v nh hng nh th no n MTCL cp trn, cp di v MTCL ca cc chc nng ngang cp? v chc chn chng s c c mt MTCL m bo c tnh thng nht. Ngoi ra, tnh thng nht ca cc MTCL cn th hin c ch thit lp, s tham gia ca cc cp/b phn trong qu trnh thit lp v hnh thc ban hnh cc MTCL. Mt mc tiu cp 2 c thit lp mt cch thng nht v mt khoa hc nhng c trin khai theo phng php n t trn xung Topdown th rt kh c th t c s thng nht v mt tm l bi cc cp qun l. Khng phi ngu nhin m mt s cng ty c hnh thc k cam kt thi ua bng cch m bo rng cc mc tiu, sau khi c tho lun thng nht, s c k xc nhn bi cc nhn vin qun l lin quan nh l mt hnh thc thng nht v nhn trch nhim trin khai. Theo cch din gii tng t, mt thng l

tt l hy cc MTCL cp 2 c xc nhn bi ngi qun l b phn/chc nng chu trch nhim trin khai v ph duyt bi nhn vin qun l trc tip cp cao hn.

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THIT LP & QUN L MC TIU CHT LNG: NGUYN TC S.M.A.R.T.E.R. (Phn 2)

21

THNG 12

Trong Phn 1, chng ta cp n yu t S trong nguyn tc S.M.A.R.T.E.R. vi yu cu Specific C th. Trong phn ny chng ta s xem xt yu t M vi yu cu Measurable o lng c ca Mc tiu cht lng. Measurable - o lng c Cc MTCL c a ra thc hin v t c, v nh vy ngi/b phn chu trch nhim thc hin phi c kh nng o lng nhm xc nh mc t c kt qu mong mun. Mt mc tiu tt cn vt qua c cc bi th nh C cc no nh gi mc t c mc tiu?, Cc s liu v h thng cp nht, lu tr, x l s liu c sn sng cho vic nh gi mc t c mc tiu?. R rng l mt mc tiu nh Nng cao cht lng sn phm l mt mc tiu va thiu tnh c th, va khng o lng c. Bn cnh , c mt s mc tiu mi nghe qua th thy c th o lng c nhng khi thc s xem xt vic o lng mc thc hin th li khng vt qua c cc cu hi th trn. Chng hn, mc tiu Nng cao mc tho mn khch hng ln trn 80% trong nm 20XX thc s khng th o lng c v ngi ph trch khng bit s phi o lng n th no. Trong trng hp ny mt mc tiu nh Nng cao ch s tha mn khch hng CSI theo kt qu kho st tha mn khch hng hng nm cho nm 20XX ln trn 80% s l mt mc tiu c th o lng c. Ngoi ra, c mt s mc tiu thuc nhm c th o lng c v mt l thuyt, nhng li khng o lng c trn thc t trong iu kin c th ca doanh nghip do h thng thu thp, lu tr, tng hp v x l d liu hin c khng p ng c yu cu v o lng. Mt v d cho trng hp ny c th l Gim thi gian dng my cho s c ca nhm my A xung di B gi/thng. Vi mc tiu ny, mc d b phn qun l c th xc nh phng php thch hp cho vic o lng mc thc hin, tuy nhin, nu h thng qun l thng tin hin hnh khng bao gm vic ghi nhn thi gian ngng my do d c cho nhm my A th b phn ph trch cng khng c c s xc nh mc thc hin. Nh vy, kh nng o lng cho mt MTCL ph thuc vo s sn c v thch hp ca mt phng php tnh ton/o lng mc thc hin mc tiu v s sn c ca h thng thu thp, lu tr, tng hp v x l d liu cn thit cho phng php tnh ton/o lng ny.

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THIT LP & QUN L MC TIU CHT LNG: NGUYN TC S.M.A.R.T.E.R. (Phn 1)

21

THNG 12

Mi MTCL cn c thit lp trn nguyn tc S.M.A.R.T.E.R. (Specfic, Measurable, Agreed, Realistic, Timed, Engaged & Relevant). S dng SMARTER test s gip hon thin cc MTCL v loi b nhng MTCL khng thch hp. Specific - C th Mi mc tiu cn tr li cho cu hi Mc tiu v i tng no? Phm vi no? Vic xc nh r i tng ca mc tiu cht lng s hnh thnh c s nht qun cho vic theo di, nh gi kt qu thc hin v trin khai cc hot ng khc phc, phng nga tng ng. Mt mc tiu nh Gim t l sn phm li trong cng on sn xung di 1% mi nghe th c v rt c th, tuy nhin khi xem k li th vn c cu hi cn phi c tr li l t l sn phm li ny l sn phm li cho tng n hng, cho tng thng hay trung bnh chung trong nm?. V vy, mt MTCL c th hn c th l Gim t l sn phm li cng on sn cho tng n hng xung di 1%, hoc Gim t l sn phm li cng on sn trung bnh chung c nm xung di 1%. Gi s, trong qu trnh trin khai sn xut, t l sn phm sai li ca n hng A l 1.1%, nhng t l sai li trung bnh chung trong nm n k mi l 0.95%, khi phn xng sn s cn c hnh ng khc phc trong trng hp th nht, trong khi li cha cn c hnh ng khc phc trong trng hp th 2. Ngoi ra, s c th ca mc tiu cn th hin kt qu mong mun t c. Mt mc tiu vi ni dung nh C gng gim t l sn phm li trung bnh chung c nm ca cng on sn khng phi l mt mc tiu tt v kha cnh ny. Vi mc tiu ny, c ngi thc hin v ngi gim st u khng bit c l kt qu mong mun t c s mc no t ra k hoch hnh ng, theo di nh gi v c nhng iu chnh cn thit. Tm li, mt MTCL c coi l c th khi tha mn c hai cu hi i tng ca mc tiu l g/cho phm vi no?, v Kt qu mong mun t c mc no?.

PHN HI

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THIT LP & QUN L MC TIU CHT LNG NGY 3: I TNG CA MTCL (Tip theo)

15

THNG 12

Thit lp MTCL cp 2 BOTTOM UP Khi theo ui tip cn Bottom Up, cc MTCL c xy dng t cp di ln theo chu trnh ngc li vi chu trnh trong tip cn Top Down. V d, trong mt Cng ty c chu trnh sn xut kinh doanh l Mua hng Lu kho Sn xut cng on 1 Sn xut cng on 2 Hon thin Lu kho Vn chuyn & giao hng, ln lt cc b phn Kho (nguyn liu v thnh phm), Xng sn xut s 1, Xng sn xut s 2, Xng hon thin, v b phn Vn chuyn & giao hng s ln lt t tm hiu tnh trng ph phm pht sinh trong cng on ca mnh ri t ra mc tiu tt nht m h c th thc hin. Cc mc tiu ny sau s c tng hp li thnh mc tiu chung ca Cng ty. Gi s t l ph phm pht sinh trong lu khi nguyn liu l 0.01% (so vi nguyn liu nhp vo), ph phm trong cng on sn xut 1, 2 v hon thin ln lt l l 0.1%, 0.15%, v 0.05% (ca sn phm a vo sn xut cc cng on ny), t l ph phm pht sinh trong lu kho thnh phm l 0.015% (ca thnh phm a vo lu kho), t l ph phm pht sinh trong vn chuyn v giao hng l 0.05%, thi MTCL v ph phm ca ton Cng ty c th s c tng hp v t mc (0.01+0.1+0.15+0.05+0.015+0.05) hay 0.375% (tnh mt cch tng i trn c s tng sn phm qua cc cng on throughput l khng i). Tng t nh vy trong tip cn Bottom Up, nh hnh c mc tiu cp 2 (v d mc tiu ca Xng sn xut) th cc mc tiu cp 3 c th cng cn c thit lp v tng hp (v d mc tiu ca cc t sn xut). Thit lp MTCL COMBINED APPROACH Trong tip cn hn hp, cc MTCL thng c xy dng trn c s kt hp gia phng thc Top Down v Bottom Up. C th l 2 LN 1 XUNG (mc tiu cp 2 c d tho gi ln Cng ty thit lp mc tiu cp 1, Cng ty lp mc tiu cp 1 v yu cu iu chnh mc tiu cp 2; sau khi mc tiu cp 2 c iu chnh th chnh thc trnh ln Cng ty ph duyt) hoc 2 XUNG 1 LN (d tho mc tiu cp 2 c giao n cc b phn trn c s mc tiu cp 1 c lp, cc b phn tip nhn v c xut chnh sa, Cng ty iu chnh ri chnh thc ph duyt, giao mc tiu cp 2 cho cc b phn). Thit lp MTCL MATRIX APPROACH Trong phng php ny tip cn kt hp (gia Top Down v Bottom Up) c s dng vi vic xem xt n cc mi quan h ph thuc theo chiu ngang (gia cc b phn vi nhau). V d, trong phng php kt hp, vic thit lp mc tiu v ph phm ti mt xng sn xut l cng vic gia Qun l

xng v Ban gim c, trong khi vi phng php ma trn, vic thit lp ny cn qu trnh tng tc, trao i gia Ban gim c, Qun l xng, Qun l thit b, Kim sot cht lng, Qun l mua hng. Khi , cc bn nhn nhn vic mc tiu ph phm ca xng sn xut ph thuc vo mc tiu ca qun l thit b (duy tr tnh trng hot ng, t gp s c), mc tiu ca Kim sot cht lng (kh nng pht hin chnh xc, kp thi v trao i thng tin hiu qu v cc sai li pht sinh), mc tiu ca Mua hng (s n nh ca vt t, nguyn liu a vo sn xut), . Phng php ma trn, thng thng, c coi l phng php phc tp, mt thi gian trong xy dng MTCL, nhng ngc li, phng php ny m bo c tnh kh thi v tin cy ca cc MTCL c thit lp v cc gii php thc hin. Ngoi ra, phng php ny cng gip tng cng s hiu bit ln nhau, chia s thng tin v phi hp gia cc b phn trong qu trnh kim sot thc hin MTCL v gii quyt cc vn pht sinh. P/S. Ni dung y ca cc phn vit v phm vi v i tng ca MTCL c cp nht trn website ca P & Q Solutions. PHN HI li phn hi

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THIT LP & QUN L MC TIU CHT LNG NGY 3: I TNG CA MTCL

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THNG 10

Note: P/S. Ni dung y ca cc phn vit v phm vi v i tng ca MTCL c cp nht trn website ca P & Q Solutions. Vic xc nh ng v i tng thit lp mc tiu cht lng (thit lp mc tiu v ni dung no) l mt iu kin ht sc quan trng t chc, v cc b phn ca mnh, c th kin tr theo ui v trin khai chnh sch cht lng mt cch nht qun. xc nh i tng thch hp cho vic thit lp MTCL, cc cp trong t chc cn da trn cc ch tiu cht lng trng yu (QKPI) c thit lp, bi y l nhng ch tiu quan trng nht m t chc v cc b phn xc nh v mt cht lng. Hy cng nhau xem xt v d minh ha v mt doanh nghip hot ng trong lnh vc dch v khch sn xc nh nhng ch s sau y l QKPIs cp 1:
o o

Ch s tha mn khch hng CSI - da theo kt qu kho st tha mn khch hng nh k; T l yu cu dch v lp li t cc khch hng s dng dch v;

T l yu cu dch v c cung cp theo ng thi gian cam kt trong tiu chun dch v (c xc nh l mt c tnh cht lng quan trng ca dch v m Cng ty ny mun to s khc bit); T l phn nn theo s lng yu cu dch v c cung cp.

Trong trng hp ny, doanh nghip xc nh mt cch r rng cc ch tiu cht lng cp 1 (cp ca t chc), v nh vy cc MTCL s c thit lp da vo cc ch s (v c th c mt vi mc tiu khc khng thuc nhm ch s ny nhng c coi l cp thit cho k k hoch/giai on lp MTCL). Vi MTCL cp 1, cc mc tiu dng nh Tng ch s tha mn khch hng trong nm 2011 ln 85% so vi 81% ca nm 2010, t t l khch hng mi c yu cu lp li trong vng 6 thng ca nm 2011 ln 75% so vi kt qu 68% ca nm 2009 & 2011, m bo 97% cc dch v c cung cp ng tiu chun v thi gian cam kt, v Gim t l phn nn khch hng xung cn t hn 1 phn nn cho mi 1000 yu cu dch v c cung cp. Vi cc n v cha thit lp mt h thng QKPI chnh thc, lnh o t chc c th bt u bng trin khai cc kha cnh ca Chnh sch cht lng (CSCL) thnh cc ni dung cn thit lp MTCL ca t chc. Trong trng hp ny, mt ma trn trin khai chnh sch c th c s dng nh mt cng c h tr. Mc tiu h tr cam kt trong chnh sch Tuyn b v chnh sch Cam kt chnh sch 1 Cam kt chnh sch 2 Xc nh i tng MTCL cp 2 TOP DOWN Trn c s cc ni dung ny, qun l cc cp v chc nng s xc nh nhng ni dung tng ng cn c thit lp MTCL cho b phn, chc nng ca mnh m bo nht qun v h tr trin khai cc mc tiu chung ca t chc. Khi trin khai cc mc tiu cp 1 ny thnh mc tiu ca cc cp v b phn, t chc cn da trn c s phn tch mi quan h gia cc chc nng vi ch s cht lng c cp cng nh s phn tch kt qu t c cho k trc. Chng hn vi mc tiu gim t l phn nn khch hng, doanh nghip nhn ra rng phn nn khch hng thng lin quan n:
o

Mc tiu 1

Mc tiu 2

Mc tiu 3

Cht lng dch v chm sc khch hng trc bn hng (s phn hi kp thi, y , chnh xc ca thng tin, thi ca nhn vin chm sc khch hng) ca b phn bn hng,

o o

Cht lng trong thc hin dch v (cht lng ca mi trng cung cp dch v, k nng v thi ca nhn vin, thi gian ch i) ca b phn dch v, Cht lng ca dch v chm sc sau bn hng (x l cc hi p v cc vn pht sinh sau dch v, s kp thi trong gii quyt cc khiu ni & phn nn, ) ca b phn chm sc sau bn hng, ..

Thng thng, h tr cho vic trin khai mt cch y v nht qun cc MTCL cp 1 thnh MTCL cp 2 ca cc b phn, mt ma trn trin khai mc tiu c th c s dng nh mt cng c hu dng. Mc tiu ca cc b phn Mc tiu Cp 1 Gim t l phn nn khch hng xung cn t hn 1 phn nn cho mi 100 yu cu dch v c cung cp

B phn bn hng

B phn dch v

B phn chm sc sau bn hng

Gim t l phn Gim t l phn nn v chm sc nn v dch vthc khch hng trc bn hin xung cn t hngxung cn t hn hn 5 phn nn cho 3 phn nn cho mi mi 1000 yu cu 1000 yu cu dch v dch v c cung c cung cp cp
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Gim t l phn nn v dch v chm sc sau bn hngxung cn t hn 2 phn nn cho mi 1000 yu cu dch v c cung cp

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THIT LP & QUN L MC TIU CHT LNG NGY 2: PHM VI CA MTCL

THNG 10

PHM VI CA MC TIU CHT LNG Trong tiu chun ISO 9000:2005, mc tiu cht lng c nh ngha l iu nh tm kim hay nhm ti c lin quan n cht lng. Ngoi ra, tiu chun ny cng c ch thch Cc mc tiu cht lng ni chung cn da trn chnh sch cht lng ca t chc, v Cc mc tiu cht lng ni chung c quy nh cho cc chc nng v cp lin quan trong t chc. Theo nh ngha ny chng ta c th thy phm vi ca MTCL m tiu chun xut ch l lin quan n cht lng. Tt nhin, khi ranh gii cht lng c th vn cn l mt ch li ko nhiu s

bn ci, ph thuc vo mc m rng ca khi nim cht lng (v d nh Cht lng sn phm Vs Cht lng hot ng, Khch hng bn ngoi Vs Khch hng ni b). Tuy nhin, trong trng hp no th MTCL cng cn c nhn nhn l mt phn ca mc tiu ca t chc, cng vi cc mc tiu thuc lnh vc khc (nh ti chnh, th trng, bn hng, .) hnh thnh mt h thng mc tiu cn bng ca t chc. Khi lm r nh vy vic xc nh phm vi ca cc MTCL l cn thit, tuy nhin vic i tm mt cch chnh xc ranh gii ca MTCL khng cn l chuyn qu quan trng cn tn giy mc tho lun. Nu chng ta truy cp vo trang tm kim Google vi t kha Mc tiu cht lng, ch trng vi giy s xut hin hng chc mc tiu cht lng ca cc n v m chng ta c th tham kho. Cha ni v cc yu cu vi mt MTCL, v mt phm vi, rt nhiu MTCL ri vo hai thi cc: mt l qu rng v hai l qu hp. thi cc th nht, khng t n v c cc tuyn b MTCL ch bao gm cc kha cnh nh tng doanh s, tng li nhun, tng th phn, tng thu nhp bnh qun u ngi, Trong khi chng ta c th d dng nht tr rng y l nhng mc tiu quan trng ca t chc, tht kh xc nh ngay c s lin quan n cht lng trong cc mc tiu ny. thi cc cn li, rt nhiu n v ht nm ny qua nm khc u t lp li mnh vi ch cc mc tiu v t l sn phm /dch v sai li, s im khng ph hp pht hin trong nh gi ni b,. Trong c hai trng hp ny, iu d nhn thy l s hn ch v mt nhn thc ca t chc i vi cc kha cnh v cch thc m cht lng v qun l cht lng c th tc ng n hot ng sn xut kinh doanh ni chung. Thng thng, cc mc tiu cht lng ny, c bit l trong trng hp th nht, s khng i cng vi nhng k hoch hnh ng c th v ng tin cy c th ci thin hot ng ca t chc. Vy u l phm vi thch hp ca MTCL m cc chng ta c th hng n? Mt cch truyn thng, cp v m trong t chc, cc mc tiu cht lng thng gn vi cc khu vc nh cht lng sn phm (s ph hp ca nguyn liu, bn thnh phm, thnh phm,dch v) v s tha mn ca khch hng (khiu ni, hng tr v, ch s tha mn khch hng customer satisfaction index,). Trn c s cc mc tiu ny, cc mc tiu cp di cc cp v b phn chc nng thch hp c th c thit lp (hoc ngc li). Cc cp thch hp c th bao gm: cng ty, nh my, phn xng, dy chuyn,., v cc b phn chc nng thch hp c th bao gm: kinh doanh, thit k v pht trin, cng ngh, mua hng, thit b, sn xut, hu cn (kho bi, giao nhn, vn ti), kim tra cht lng, o to,. Tm li, trong thit lp v qun l MTCL, chng ta cn lm r phm vi tc ng ca cht lng v qun l cht lng v mi quan h ca chng vi hiu qu sn xut kinh doanh chung ca t chc. Mt mt, nn phn bit MT SXKD chung v cc MTCL cc MTC thc s lin quan n cht lng, mt khc cn xc nh mt cch y cc kha cnh m qun l cht lng c th tham gia vo cc MT SXKD chung cc MTCL c thit lp y v c tc ng su rng n hiu qu hot ng ca t chc. P/S. Ni dung y ca cc phn vit v phm vi v i tng ca MTCL c cp nht trn website ca P & Q Solutions. PHN HI1 phn hi

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THIT LP & QUN L MC TIU CHT LNG NGY 1: KICKOFF

28

THNG 9

Gi l cui thng 9, c l l kh mun ni v mc tiu cht lng v k hoch cht lng cho nm 2011? Tuy nhin, trong tun va ri vn c my th k ISO gi in v email hi v thit lp & trin khai mc tiu cht lng. Chnh v vy, ti quyt nh chn ch u tin chia s trong mc P & Q Chats lTHIT LP & QUN L MC TIU CHT LNG. Chng ta s bt u vi nhng khi nim v ni dung c bn v mc tiu cht lng, cc ngy tip theo chng ta s i vo tng kha cnh c th ca thit lp v qun l mc tiu cht lng. V c bn, trong ch Thit lp & Qun l mc tiu cht lng chng ta s tho lun mt s kha cnh nh sau: o Phm vi ca mc tiu cht lng; o Cc i tng ca mc tiu cht lng;
o o o

Cch thc thit lp mt mc tiu cht lng; Phng php trin khai & qun l mc tiu cht lng; Cng nhau tng hp li cc ni dung tho lun.
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10 LI THNG GP KHI BT U CHUYN I THEO M HNH SN XUT TINH GN LEAN TRANSFORMATION

22

THNG 8

Tc gi: Jon Miller, Gemba Research, theo Qualitydigest.com Bin dch: Phm Minh Thng, P & Q Solutions Mi ngi c th mc phi rt nhiu li khi bt u mt d n chuyn i doanh nghip theo m hnh Sn xut tinh gn (Lean Transformation). Mt u th v l rt nhiu sai li ny rt ging, nu khng mun ni l hon ton ging, vi nhng li khi mt ngi khi s doanh nghip. C l cc sai li ny c phn khi qut v c th p dng chung m khng ch trong trin khai Sn xut tinh gn hay nhng bc khi u

1. Thiu s h tr ca chuyn gia. Vic xy dng phng n chuyn i doanh nghip theo m hnh Sn xut tinh gn s d dng hn rt nhiu khi s dng kin thc v kinh nghip ca nhng ngi khc (chuyn gia). Bn cnh nhng iu t vn chung, cc chuyn gia cn c th chia s rt nghiu nhng li khuyn v vic nn lm hay cn trnh cho mi giai on ca d n p dng Sn xut tinh gn. Hy ngh c gip , n thm mt n v a phng m bn bit rng h i trc cng ty ca mnh trong Sn xut tinh gn, dnh thi gian trao i ngi nhiu nhng thng tin v kinh nghim trin khai c th chia s. 2.Tm kim cc li khuyn v t vn t qu nhiu ngi. Mt thi quen rt d dng, nhng c th gy hi l vic c c, tm kim, tham d cc hi tho hay t cc cu hi cho n khi vn cm thy lm ch c hoc thy c th bt u d n. Trong trng hp vic khng thnh cng (c kim sot) cho mc ch tm ti v pht trin c t chc cho php, hay ngng qu trnh nghin cu v bt u th nghim vi iu g . Cch tt nht nh gi tnh hu dng ca li khuyn, t vn l kim chng ngay lp tc vi cc tnh hung thc t. Thng thng, nhng ngi lm vic ni bn th nghim cc tng ca mnh s cho bn bit ti sao tng khng thc hin c v phi lm g tng tr nn kh thi hn. Hy nh, vic o cy gia ng s khng a ta n u c. 3.Tp trung vo vic gio dc hoc gii php m qun qu trnh trao truyn thng. Nhng ngi ch tr cc n lc sn xut tinh gn thng l k s, ngi iu hnh, qun tr nhn s; rt t khi ngi l tip th, bn hng hoc truyn thng trong t chc. Trong khi nhm i tng th nht l nhm hng vo gii php v hng vo gio dc, trong khi nhm i tng th hai, thng thng, li xut sc trong truyn thng v thuyt phc. C hai nhm yu t ny u rt qua trong trong qu trnh thay i. Th hnh dung mi quan h ga nhm pht trin sn phm v nhm tip th; trong khi nhm th nht kim tra nhng tng m h cho rng s c chp nhn trn th trng th nhm cn li c gng tp ra s phn khch v h tr cc tng ny, ng thi cung cp cc phn hi v nhng kin ca khch hng (VOC). 4. B qua s tham gia ca khch hng. Nhng thay i m bn ang hng n c nh hng ti khch hng? Nhng ci tin v cht lng, giao hng hay gi c c th mang li s khc bit ng k trong cch khch hng nh gi Cng ty ca bn? Khch hng c nhng kinh nghim hay chuyn gia v sn xut tinh gn m h sn sng chia s, h tr. Khch hng c ang theo ui k hoch no (v d: thit k li dy chuyn sn xut hoc mt sn phm no ?) c th nh hng n, v v vy cn c xem xt trong qu trnh trin chuyn i sang m hnh sn xut tinh gn ca Cng ty bn? Mt trong nhng lng ph ln nht khi lm s gi tr l lp s gi tr m chng ta ngh rng khch hng xc nh, thay v lp s gi tr m khch hng thc s xc nh. 5.Ngn sch qu hn hp cho d n. Mt s d n chuyn i doanh nghip sang m hnh sn xut tinh gn bt u vi vic p dng mt cch qu cng nhc khu hiu trong Kaizen khng tin, khng c khng gian, khng nguy bin. Khng th c nc c bm ln t mt my bm kh. Khi bn ang di mt mc ngn sch nht nh, ngay c vic tho lun v sn xut tinh gn cng tr nn mt s lng ph v thi gian. y thng thng l triu chng ca s thiu n nh trong sn xut kinh doanh gy cn tr u t, s lm tng v phm vi v thi gian ca qu trnh chuyn i doanh nghip theo m hnh sn xut tinh gn, hoc thiu s cam kt nghim tc ca lnh o. Trong trng hp th nht, gii php thng l hnh thnh v trin khai s can thip nhm to s n nh v nng cao nng lc, tin hoc thnh phn trong ngn sch cho cc n lc ti thit k h thng di hi. Trong

trng hp th 2, hy xem phn phn tch sai li th nht c trnh by trn. Trong trng hp th 3, cc gii php c th l gio dc, hy ch 3 -5 nm cho mt nh lnh o mi n hoc chuyn sang mt cng ty khc c chnh sch sng sa hn. 6.C mt ngn sch vi qu nhiu tin. Nghe c v rt l l iu ny li c th xy, nhng n vn xy ra. Mt d n chuyn doanh nghip sang m hnh sn xut tinh gn c cp tha ngn sch s c mi th mong mun, bao gm c nhng li khuyn km cht lng, ch v chng c th c chi tr. y l ch m s nhm ln cho rng s tht bi ngon mc vi tin ca ngi khc th s mt mt hn l s tht bi vi ngn sch nh v rt nhiu cng sc. y l s tng ng vi mi quan h ca khi s doanh nghip, vn u t v nhng hnh vi lng ph. Nn nh, s sng to bao gi cng c nh gi cao hn vn u t. 7.t ra phm vi mc tiu qu nh. C v nh trong thc hin cc n lc thay i, qu nh thng l tt hn qu ln, v iu ny ng. Cu thnh ng Hy ch cn ming va ming c s dng ph bin v thng c lu . Hy a ra cc l do c th gip cho vic gi phm vi ca chng trnh th im khng tr nn qu ln. Thiu ngn sch, thiu ngi, thiu thi gian hoc tng u l cc yu t hn ch phm vi d n. Tuy nhin, khi phm vi qu nh c xc nh cho mc ch an ton, c hi tm hiu v rt kinh nghim c th b mt. Nh mt cu thnh ng khng c vn l vn . Mt th nghim thnh cng quy m nh c th gy o tng cho nhng ngi ph trch chng trnh chuyn i doanh nghip theo m hnh sn xut tinh gn v s t tin v an ton ri nhng th ny hon ton b tan v khi trin khai quy m rng. Hy t ra phm vi trin khai ln c th rt kinh nghim, nhng khng nn ln hn. 8.Khng c k hoch hin thc ha s tit kim chi ph. Khng phi tt c cc s kin Kaizen u cn c mt k hoch cht ch l gii cho cc n lc. Nhng n lc Kaizen phm vi nh v nhanh nn c thc hin cho l do khng g khc ngoi lm cho hin trng v cng vic tr nn trc quan hn, n gin hn v gip mi ngi lun suy ngh v vic ci tin. Mt khc, khng c l do g l gii cho vic khng c mt k hoch hin thc ha cc tit kim chi ph khi iu ny l r rng. iu ny bao gm vic nhn din ngay t u rng bt k ngun lc no c gii phng (tit kim) t ci tin, bao gm c nhn lc, phi to ra kt qu trc tip hoc gin tip trong ct gim chi ph. y c th l mt cu chuyn kh khn trong nhiu trng hp, tuy nhin cu chuyn ny cn c trao i cng sm cng tt trong qu trnh trin khai d n. 9.Qu nhiu n lc cho lp k hoch, qu t iu c rt kinh nghim. Trong rt nhiu trng hp, nhng ngi ph trch ngn ngi u t vo gio dc, thu t vn, thc hin cc bui thm quan hc hi, trin khai d n th im hay nhng hot ng khi u khc. C th l v l do chnh tr trong t chc (ai s c ghi nhn cng sc cho vic ny, ai s b ch trch v phi chu trch nhim?) hay ngn sch (ly ngn sch t mc no, ca b phn no?), thng qu nhiu thi gian c s dng cho giai on ln k hoch thay v trin khai c th cng vic, rt kinh nghim v hon thin k hoch. Tt nhin, sai li th 9 ny nghe c v ging nh chuyn con g v qu trng. Mt mt, qu trnh chuyn i doanh nghip theo m hnh sn xut tinh gn cn hng n vic vn hnh tt vng trn P D C A. Mt khc, cn phi c ai thc s t tay vo vng trn P D C A ny v y n chy c th hc hi v rt kinh nghim. S qu cm, nim tn v s lin tc ca tm nhn lnh o thc y qu trnh hoch nh v hc hi.

10.B qua h thng chia s khng chnh thc. H thng chia s kin thc, kinh nghim v k nng trong mt t chc va dng chnh thc v dng khng chnh thc. Trong nhiu trng hp, mng li khng chnh thc thng b b qua. Nhng ch tr d n Sn xut tinh gn, Gim c ci tin, ai en Six Sigma thng c giao nhim v chia s v truyn t (qua o to) kin thc v kinh nghim tch ly c qua cc d n th imMi ngi trong t chc u hng dn ngi khc, mt cch c ch ch hoc khng c ch ch, thng qua nhng hnh ng, li ni v hnh vi ca mnh. Nu mt thnh vin ca nhm khng tun th hng dn cng vic, h s ch cho chng ta bit rng c vn xut hin . Nu ngi k s phn ng v iu chnh qu trnh mt cch kp thi, iu ny s ch ra cho c nhm rng l chun mc. Ngi qun l hng ngy kim tra hin trng pht hin nhng s bt thng l mt v d in hnh. Mt trong nhng vai tr quan trng ca mng li truyn thng chnh thc l khi ng mng li truyn thng khng chnh thc vi nhng tng. Cc sai li nn c cho n nu chng c th trong mc cho php c hc hi, rt kinh nghim v khng trong danh sch cc sai li ph bin m cc chuyn gia t vn m bn s dng a ra. Khng c l g cho vic tr tin c cc kin t vn nhng chng li khng c s dng. (Ngun http://www.pnq.com.vn ) PHN HI1 phn hi

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QUN L CHT LNG THNH CNG BN VNG PHN 5

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CNG C QUN L CHT LNG V S TT HU NA TH K Ngi thc hin: Nguyn Phng Tho 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 9000ang 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:
o

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

o o

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:

o

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)./. Ngun: http://www.pnq.com.vn PHN HI li phn hi

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DAVID C. CROSBY C MT I THEO UI S HON HO

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David C. Crosby Bin dch: Phm Minh Thng, theo ngun t Qualitydigest.com David C. Crosby mt bc thy v cht lng, cha ca l thuyt khng sai li Zero Defect qua i vo ngy 15/11/2010. ng hng th 80 tui. Sinh ra Blair, bang Ohio vo nm 1930, David Crosby bt u s nghip Orlando, Bang Florida vi Cng ty Martin (gi y l Lockheed Martin). Trong thi gian lm vic y, cng vi anh trai

mnh l Phillip Crosby, ng pht trin v hon thin cc yu t ca l thuyt Zero Defect, bao gm:
o o o o

Cht lng l s ph hp vi cc yu cu S phng nga l h thng ca cht lng, Khng sai li l tiu chun ca hot ng Chi ph ca s khng ph hp l thc o cho cht lng.

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