B GIO DC V O TO TRNG I HC KINH T TP.

HCM VIN O TO SAU I HC

CNG MN PHNG PHP NGHIN CU KHOA HC ti:

S TC NG CA MI TRNG SNG TO V T CHC HC TP LN S I MI TRONG T CHC CC DOANH NGHIP TI VIT NAM

GVHD LP NHM THC HIN : TS. V Th Qu : CHKT K21- M 5 : NHM 8

1. Nguyn Ngc Anh Huy 2. L Nguyn Thanh Huyn 3. Nguyn Th Hi Huyn 4. o Th Kim Huyn 5. Nguyn Phi Hng 6. Trn Quc Hng (nhm trng). 7. Bi Thi Hng 8. Phm Xun Hng 9. inh Th Hng

TP. HCM 04/ 2012

MC LC
CHNG 1:
TNG QUAN............................................................................................................. 1 1.1. Gii thiu ti nghin cu...............................................................................1 1.2. Mc tiu nghin cu...........................................................................................4 1.3. Cu hi nghin cu............................................................................................4 1.4. Phm vi nghin cu............................................................................................5 1.5. ngha ca ti nghin cu............................................................................5

1.6.Phng php lun........................................................................................................................5

CHNG 2............................................................................................................... 7 THIT K NGHIN CU.............................................................................................7 2.1. C s l thuyt ..................................................................................................7

2.1.1.Mi trng sng to..................................................................................................................7 2.1.2.T chc hc tp.........................................................................................................................9 2.1.4.i mi ca t chc................................................................................................................11 2.1.5.Qun l cht lng (TQM:Total Quality Management)........................................................14 2.1.6.Cc thang o nghin cu........................................................................................................14
2.1.6.1.Thang o mi trng sng to..............................................................14 2.1.6.2.Thang o v vn ho hc tp................................................................17 2.1.6.3.Thang o v s i mi ca t chc......................................................20 2.2. Xy dng m hnh nghin cu.........................................................................22 + Gi thuyt nghin cu........................................................................................24 i mi cng ngh v i mi qun l....................................................................24

2.3. Phng php nghin cu..........................................................................................................24 2.4. Quy trnh nghin cu................................................................................................................26
TI LIU THAM KHO..............................................................................................28 PH LC.................................................................................................................... i

CHNG 1 TNG QUAN 1.1. Gii thiu ti nghin cu

Doanh nghip (DN) ngy nay chu nhiu p lc rt ln v s cnh tranh, tc ng ca rt nhiu yu t ch quan v khch quan. Mt Doanh nghip c thnh cng hay tht bi l thuc lnh o DN c tm nhn xa, thy c nhng nguy c hin hu v tim n i vi cng ty mnh v quan trng hn l tm cch qun l, cch i mi t lo li doanh nghip khng b ri vo khng hong.[www.apave.com.vn, truy cp 15/01/2012]. Trong chin lc pht trin kinh t X hi 2011- 2020 Th Tng Nguyn Tn Dng c nu r: ti cu trc DN, i mi DN, pht trin mnh KTQD, song song mi DN phi t i mi, ti cu trc thch ng vi s thay i v cng ngh v th trng nhm tng nng sut, cht lng hiu qu.[TTXVN/Vietnam+, ngy 15/01/2011]. i mi DN tng trng v pht trin, l chin lc quan trng ca bt k cng ty no, nhng vn i mi phi i mi nh th no, cc yu t no tc ng tch cc n vn i mi th li l mt vn cho cc nh DN. Nhiu DN mc nhng sai lm trong qu trnh i mi lm kim hm pht trin tng trng ca h. V vy vn t ra l DN cn phi lm g c th i mi? v i mi ci g, nh th no p ng yu cu thc tin ny? V hin nay kho st ti 400 doanh nghip trn a bn cho thy, ch c 13% trong s ny c trnh cng ngh t trung bnh kh tr ln, trong khi , c ti 51% mc yu.Trnh cng ngh v sng to ca cc doanh nghip cn thp, tc i mi cng ngh ca cc nc cng thp so vi yu cu, t l ng dng cng ngh hin i trong cc lnh vc sn xut, kinh doanh cn c khong cch so vi cc nc trong khu vc. Tuy nhin, vic xc nh doanh nghip l trung tm i mi khoa hc v cng ngh (KH v CN) cho thy s chuyn bin v t duy trong chin lc pht trin KH v CN giai on 2011-2020 ang c B Khoa hc v Cng ngh xy dng trnh Th tng Chnh ph ph duyt.(Bo Khoa hc v Cng ngh, s 50, ngy 15/12/2011, tr. 5-6) Bn cnh , c nhng kh nhiu m hnh doanh nghip thnh cng khi i ln t KH v CN. Th d nh Cng ty Naiscorp (SocBay). Khi u ch vi 25 triu ng, sau 4 nm nghin cu, xy dng v pht trin, Naiscorp l doanh nghip dn u trong lnh vc tm kim thng tin ting Vit. c bit trong lnh vc tm kim trn di ng chim

c th phn ln v y li c cc i th nc ngoi. Hay nh Cng ty c phn Phn bn Fitohoocmon v Cng ty c phn BiFi vi ngnh ngh kinh doanh chnh l sn xut cc loi ph gia b-tng, cc loi ha cht, phn bn, cht iu ha sinh trng, Cng ty c phn Cng ngh sinh hc Vit Nam cng c doanh thu hng nm t gn 100 t ng nh ng dng cc kt qu nghin cu KH v CN trong lnh vc sinh hc do chnh cng ty nghin cu. Hoc Cng ty TNHH MTV Thot nc v Pht trin th tnh B Ra - Vng Tu (Busadco). Sau khi c cng nhn l doanh nghip KH v CN, uy tn v v th ca t chc tng ln r rt. Doanh nghip c s lng hp ng k kt c gi tr hng trm t ng, trn c s ng dng cc kt qu nghin cu v h thng thot nc th c cp bng sng ch. Tng doanh thu hng nm khong 100 t ng, ring nm 2009 l 128 t ng. Doanh thu ca cc sn phm hnh thnh t kt qu nghin cu KH v CN hng nm chim t trng rt ln trong tng doanh thu ca cng ty.
(Bo Khoa hc v Cng ngh, s 50, ngy 15/12/2011, tr. 5-6)

V vy, tuy rng qu trnh i mi cng ngh cn thp ti Vit Nam hin nay nhng cn phi c nhng doanh nghip tin phong i u trong tin trnh i mi doanh nghip mnh. T to ng lc thc y cho cc doanh nghip khc i mi doanh nghip ca h. V vy cn tp trung nghin cu nhng yu t nh hng n i mi ca doanh nghip gip cho doanh nghip thun li hn trong i mi. V vn nghin cu cc yu t tc ng n s i mi doanh nghip c nhiu nh nghin cu trn th gii thc hin, c th nh sau: Trong gia thp nin 1980 v cui thp nin 1990 mt s nh tr thc nh Ekvall (1983), Ekvall v Tangeberg Anderson (1986), Zain (1995), Zain v Rickards (1996) v Amabile v Conti (1999) tp trung nghin cu vn lm sao c c mt mi trng lm vic sng to gn lin vi mt vn ha lm vic thch hp trong mt t chc s nng cao sc mnh ca t chc. V theo (Ekvall, 1996, p.105), Mi trng t chc c cp nh mt thuc tnh ca t chc, l mt s kt hp ca thi , cm xc, v hnh vi to nn c trng ca t chc v tn ti c lp vi nhn thc v hiu bit ca cc thnh vin trong t chc. Mt khc, s sng to l mt qu trnh t duy gip to ra cc tng (Majaro, 1992). Mt t chc hc hi l mt h thng c kh nng thay i v yu cu cc thnh vin phi thch ng vi s thay i bng cch hc hi. T chc hc hi l ni m hc tp v lm vic kt hp vi nhau c h thng v lin tc nhm h tr cho s ci tin khng

ngng; vic hc tp phi thc hin mi cp trong t chc, c nhn, nhm, v ton cu (Watkins, 1996, p.91). Nghin cu v s i mi cng xc nh mt s yu t v con ngi, x hi, v vn ha ng vai tr quyt nh trong hiu qu i mi cp t chc (OECD, 1997). Cc yu t ny theo OECD (1997) hu ht tp trung quanh vic hc hi, vic hc tp trong t chc (truyn dy kin thc rng ri n cc c nhn ch cht) l rt quan trng cho kh nng i mi ca mt t chc. Nghin cu ca Meriam Ismail nm (2005) tin hnh nghin cu s tc ng ca cc nhn t mi trng sng to v t chc hc tp ln i mi t chc ti Malaysia th cho thy c hai bin mi trng sng to v t chc hc tp tc ng ng thi ln i mi ca t chc(58.5%). Nhng khi phn tch tc ng ring bit ca tng bin th bin t chc hc tp vi 7 thnh phn ca n to nhiu ng gp quan trng i vi vic gii thch s i mi (r = 0.733) hn so vi 10 thnh phn mi trng sng to trong t chc(r = 0.473). Tuy nhin khi phn tch su hn v cc thnh phn ca mi trng sng to th c mt s lng ng gp ng k t cc thnh phn mi trng sng to i vi s i mi, khong 35% khi phn tch hi qui bi c thc hin ring l vi 10 thnh phn mi trng sng to. iu ny cho thy s sng to trong nhng ngi tham gia c ng gp vo s i mi. S sng to ny ch yu pht sinh l do c mi trng th thch (thch thc) v mi trng ca nim tin v s ci m (tin tng) hin din trong cc cng ty. Mi trng lm vic to thch thc v ng lc tham gia nhit tnh ca cc thnh vin trong cng ty vo qu trnh hot ng v mc tiu nh nhng g Ekvall (1996) m t. Cho nhn vin c hi tm thy v gii quyt cc vn thch thc v thc hin cc gii php, thc cht l phn thng cho nhng thnh tch ca h. Mi trng ca lng tin v s ci m to nn s cm gic an ton trong mi quan h gia mi ngi trong t chc dm a ra tng v kin trong s hin din mc tin tng cao (Ekvall,1996). Cn 8 yu t cn li ca mi trng sng to (bao gm : t do, tng h tr, s nng ng, tnh hi hc, cuc tranh lun, chp nhn ri ro, mu thun v tng thi gian) thiu nh hng n s i mi trong cc t chc c ly lm mu, c th l cc t chc a phng. Nghin cu cn ch ra rng khng c khc bit ng k trong nhn thc ca cc thnh vin thuc cc cp bc khc nhau nh qun l cp cao, cp trung, cp c s v vn

mi trng sng to, i mi v t chc hc tp.cng nh khng c s khc bit ng k trong nhn thc ca cc thnh vin thuc quy m t chc nh nh, trung bnh, ln v rt ln v mi trng sng to, i mi v t chc hc tp. V mc d nhng nghin cu v mi trng sng to, t chc hc tp v i mi trong t chc c nghin cu vo nhiu nm trc nhng hin nay nhiu nc trong nghin cu i mi vn ang ng dng nhng nghin cu ny nh: Vi nhng l do trn, tm hiu r thm liu mi trng sng to v vn ha hc tp tc ng ng thi hay ring bit nh th no n s i mi ca t chc doanh nghip a phng v a quc gia ti Vit Nam? Mi nhn t ng vai tr nh th no n s i mi DN ti Vit Nam? ti nghin cu : S tc ng ca mi trng sng to v t chc hc tp ln s i mi trong t chc cc doanh nghip ti Vit Nam c hnh thnh da theo nghin cu ca ca Meriam Ismail (2005) ti Malaysia. V nghin cu ca ti s nghin cu lp li ca nghin cu Meriam Ismail (2005) nhm kim nh li cc nhn t mi trng sng to v t chc hc tp tc ng nh th no n i mi trong t chc ti doanh nghip Vit Nam. 1.2. Mc tiu nghin cu

Nghin cu ny nhm tp trung vo xc nh mc tc ng ca hai yu t mi trng sng to v t chc hc tp ln tnh i mi trong t chc qua vic xem xt nhn thc ca nhn vin t cc t chc c chn nghin cu. Ngoi ra, bng vic quan st mi quan h gia chng v kim tra hai yu t mi trng sng to v t chc hc tp c s ng gp nh th no ln qu trnh i mi ca cc doanh nghip, bao gm c doanh nghip trong nc v nc ngoi. S tc ng ca hai yu t trong mi trng sng to v t chc hc tp ln s i mi ca cc t chc s c xem xt di hai gc : tc ng c lp vi nhau v ng thi cng tc ng. 1.3. Cu hi nghin cu

Mi nhn t trong mi nhn t ca bin mi trng sng to tc ng n s i mi trong cc t chc mu nh th no? Mi kha cnh trong by kha cnh ca bin t chc hc tp tc ng n s i mi thc hin th no trong cc t chc mu?

S tc ng ng thi ca cc yu t mi trng sng to v t chc hc tp ln s i mi ca t chc nh th no? Nhn thc ca cc nhn vin v mi trng sng to, vn ha t chc hc hi v s i mi ca t chc khc nhau nh th no? C s khc bit trong nhn thc ca nhn vin thuc cng ty trong nc v cng ty xuyn quc gia v mi trng sng to v t chc hc tp ln i mi hay khng? C s khc bit trong nhn thc ca nhn vin thuc cc cp bc khc nhau trong t chc v mi trng sng to v t chc hc tp ln i mi hay khng? 1.4. Phm vi nghin cu

Cc doanh nghip trong nc v ngoi nc gm 18 DN c la chn ngu nhin thnh ph HCM c cp chng ch ISO 9000. Nhng ngi c nghin cu l cc nhn vin c trnh t cao ng tr ln. Tng cng c 467 nhn vin t ba cp cng vic l cp cao, cp trung v cp c s c la chn nghin cu. 1.5. ngha ca ti nghin cu

Qu trnh i mi l qu trnh v cng quan trng ca mt DN. Vic xc nh cc yu t nh hng nh th no, s ng gp ca cc yu t cng nh l xc nh cc bin c tm nh hng mnh m nht ln s i mi ca mt t chc l nhng vic v cng cn thit trong nghin cu. Vic xc nh cc bin c tc ng nh th no ln s i mi ca mt t chc s gip cc doanh nghip nhn bit nhng tim nng cng nh cc c s cho vic thc hin nhim v i mi ca mt doanh nghip. Ngoi ra vic nghin cu cn gip to ra nng lc cnh tranh cng nh khm ph kh nng nm bt c hi trn th trng ca cc doanh nghip. 1.6. Phng php lun

Vi mc tiu nh trn, mt phn tch hi qui s c thc hin trn cc d liu thu thp c. Phn tch ny s d dng gip ta xc nh c nhng bin c lp no tc ng mt cch c ngha ln s sng to trong t chc. Ngoi vic phn tch hi qui, nghin cu cng s dng phng php kim nh T test so snh gi tr trung bnh ca cc bin trong cc t chc c la chn ngu nhin, bao gm c DN a phng v DN nc ngoi.

Bn cnh o, phn tch phng sai ANOVA cng c xem xt nhm so snh gi tr trung bnh ca cc bin s lin quan ti ba thnh phn nhn vin khc nhau trong cc cp cng vic ca nhng t chc c lin quan, c th l cp cao, trung v cp c s.

CHNG 2 THIT K NGHIN CU 2.1. C s l thuyt

nhm phc v cho ti nghin cu ny th cn da trn nhng c s l thuyt, nhng nghin cu khoa hc ca cc nh nghin trc nh sau: C c mt mi trng lm vic sng to trong mt t chc lin quan n vn ha lm vic ph hp, ng thi to ra mt mi trng thun li nhm lm tng nng lc v sc mnh cho t chc l mt tng c hng n trong sut gia nhng nm 1980 v cui nhng nm 1990 bi vi hc gi nh Ekvall et al. (1983), Ekvall v Tangeberg-Verson (1986), Zain (1995), Zain v Rickards (1996) v Amabile v Conti (1999). 2.1.1. Mi trng sng to C nhiu nghin cu trc y v mi trng sng to nh nghin cu ca Ortenblad nm 2002, Ekvall nm 1996...v ti s dng nghin cu ca Ekvall (1996) v vn mi trng sng to cng nh cch o lng khi nim ny. Mi trng Sng to l qu trnh vn dng tr tu v kin thc cuc sng to ra tng, khi nim v nhng kin thc lin quan nhm khai thc nhng tng mi. Hay ni mt cch ngn gn th chnh l qu trnh i mi - sng to. Thng qua tin trnh sng to, nhn vin c gn trng trch to ra li nhun cho mt sn phm tim nng hoc ang c sn, gn kt vi vic xut v p dng nhng gii php thay th cho cc sn phm, dch v v quy trnh ca cng ty thng qua tm nhn sng sut. Tm nhn sng to ny l kt qu trc tip ca vic a dng ha cc nhm lm vic hoc c nhn c tm nhn v nhng ng gp khc bit.(ngun: Businessdictionary) Theo Ekvall et al mi trng sng to l khuyn khch mi ngi to ra nhng tng mi v gip t chc pht trin v tng hiu qu ca n v ng thi n cho php cc thnh vin to ra v thc hin tng sng to hiu qu hn. Mi trng sng to c cp nh mt thuc tnh ca t chc, mt s kt hp ca thi , cm xc v hnh vi m t cuc sng trong t chc, n tn ti c lp trong nhn thc v hiu bit ca chnh cc thnh vin (Ekvall, 1996, p.105). N c quan nim nh mt thc t trong t chc vi mt thi nhn nhn khch quan (Ekvall, 1996). Nhng c im ny bao

gm mi trng hc tp hoc nn vn ha khuyn khch sng to (Ortenblad, 2002). Mt khc s sng to l mt qu trnh t duy to ra tng (Majaro, 1992). Cc thnh phn ca mi trng sng to (Creative climate questionnaire - CCQ) c pht trin bi Ekvall v cng s (1996). Mi nhn t ca CCQ l: (1) Th thch / ng lc (challenge): Mc m nhn vin c th thch trong hot ng hng ngy v mc tiu di hn. Mi trng c mt s nng ng v y cm hng. Mi ngi tm ra ngha trong cng vic ca h v v bn cht l ng lc ra sc lm vic. Ngc li l mt cm gic ca s tha ha, s lnh m, th v thiu quan tm. (2) (3) T do (freedom): Mc ca cc c nhn nht nh trong vic xc nh v thc hin cng vic ca mnh, hnh vi c lp, t ch cng vic. tng h tr (idea support): Cc cch nhng tng mi c thc hin chu o, lng nghe, khuyn khch. Xy dng bu khng kh tch cc. Cch thc trong tng mi c nhn v rt lui. (4) (5) Sinh ng / tnh nng ng (liveliness) : mc nng lng v hot ng trong t chc Khi hi / hi hc (playfulness) : Mc c l s t nhin v nhn vin u thoi mi, n t pht v d dng hin th ti ni lm vic. Bu khng kh thoi mi ting ci v ting ci xy ra thng ti ni lm vic. D dng i. i din l mc nghim trng, cng v bu khng kh m m (6) Cc cuc tranh lun (debates): Mc m nhn vin cm thy t do tranh lun v vn tch cc, Tho lun chng li kin v chia s s a dng ca quan im. Ngc li theo m hnh c on m khng cn t cu hi. Nhiu im khc nhau c chia s y trong qu trnh tho lun.v mc quan im c nhn chi m thiu s c th hin d dng v lng nghe vi mt tm tr ci m (7) Lng Tin, s trung thnh / ci m (trust): Mc an ton v tnh cm m cc nhn vin c kinh nghim trong cc mi quan h ca h lm vic khi c s tin tng cao, nhng tng mi ny sinh mt cch d dng. Khi mt mc tin tng, c nhn c th c m v thng thn vi nhau. C th tnh cho h tr c nhn. C s tn trng. i din l nghi ng, canh gc cht ch, khng th giao tip ci m.

(8)

Mu thun/xung t(conflict): Mc m nhn vin tham gia vo cc cuc xung t gia cc c nhn & s cng thng v cm xc. Xung t cao, gia cc c nhn xy ra chin tranh, m mu, gi by, tranh ginh quyn lc. Vu khng, tin n.

(9)

Ri ro (risk talking): Mc m nhn vin cm thy t do lm cho nhng sai lm khi c gng ra mt tng mi, mc m s m h c dung np, s khng chc chn v m h ti ni lm vic. Sng kin to bo mi thc hin khi kt qu khng r. i din l thn trng, tm l do d.

(10)

Thi gian c mt sng kin (idea time): S lng thi gian c th s dng v s dng xy dng tng. Kh nng tn ti tho lun v kim tra cc s vic m khng phi lp k hoch hoc trong phn cng nhim v. Ngc li t p lc thi gian lm cho suy ngh bn ngoi v thi quen ln k hoch khng th.

2.1.2. T chc hc tp
C nhiu nghin cu trc y v t chc hc tp nh nghin cu ca Confessore v Kops (1998), Marquardt (2002), Senge (1990), Watkins (1996)...v ti s dng nghin cu ca Watkins v vn t chc hc tp cng nh cch o lng khi nim ny. Confessore v Kops (1998) m t vn ho hc tp nh l mt mi trng m trong n c cu trc cho php lm vic theo nhm, hp tc, sng to v vn dng kin thc c mt ngha v mang gi tr tp th. (Dr. Sarminah Samad, Universiti Teknologi MARA, Malaysia). Marquardt (2002) nhn mnh rng trong mt t chc hc tp, vn ha doanh nghip trong hc tp mt trong ci c cng nhn l tuyt i quan trng cho s thnh cng kinh doanh (Dr. Sarminah Samad, Universiti Teknologi MARA, Malaysia). Theo hc c th xy ra cc cp c nhn, nhm v t chc vi vai tr pht trin nng lc khuyn khch v ti a ha hc tp mc ny. Senge (1990) ngh Vn ho hc tp l mt trong nhng ni c xem xt mt cch tng th, l tt c c nhn trong t chc lm vic cng nhau qua cc bin gii truyn thng gii quyt vn v to ra gii php sng to ( Dr. Sarminah Samad, Universiti Teknologi MARA, Malaysia). Mt t chc hc tp l mt h thng t chc c kh nng thay i v i hi nhng thnh vin hnh ng nhm thch nghi vi s thay i hoc bt c iu g c i hi tng t. N bao gm vic hc hi v lm vic c hp nht vi nhau mt cch lin

10

tc v h thng nhm h tr nhng ci tin tip theo. Vic hc hi ny phi din ra tt c cc cp trong mt t chc, c nhn, nhm, t chc v bnh din ton cu (Watkins, 1996). Khi nim t chc hc tp c o lng bi 43 bin quan st v thng qua bi 7 thnh phn (dimensions) ca n, phn o lng cc kha cnh ca bng cu hi v vn ho hc tp (dimensions of learning organization questionnaire - DLOQ) c pht trin bi Watkins v Marsick (1996). By thnh phn ca t chc hc tp vi cc bin quan st c lin quan l: (1) Lin tc hc hi (continuous learing): C hi cho gio dc v tng trng lin tc c cung cp, hc tp c thit k thnh cng vic mi ngi c th tm hiu v cng vic. (2) i thoi v yu cu (dialogue/inquiry); Vn ha t chc h tr t cu hi, phn hi, v th nghim, mi ngi c nhng k nng l lun sn xut by t quan im ca h v kh nng lng nghe v tm hiu quan im ca ngi khc. (3) Hc tp theo nhm (team learing); Nhm hc tp lm vic c thit k s dng nhm c th truy cp vo ch t duy khc nhau, s hp tc c gi tr vn ha v khen thng, nhm c d kin s tm hiu bng cch lm vic cng nhau. (4) H thng lu tr (embedded system): cn thit hc tp chia s c to ra, duy tr, v tch hp vi cng vic, ngi lao ng c quyn truy cp vo cc h thng cao v cng ngh thp (5) Quyn hn v trch nhim (empowerment): Mi ngi tham gia trong vic thit lp v thc hin mt tm nhn chung, trch nhim c phn phi ngi dn c thc y tm hiu nhng g h ang chu trch nhim lm. (6) kt ni h thng (system connection): T chc c lin kt vi cng ng ca n, mi ngi hiu mi trng tng th v s dng thng tin iu chnh thi quen lm vic, ngi c gip xem hiu qu cng vic ca h trn ton b t chc (7) Chin lc lnh o (strategic leadership): s dng chin lc hc tp cho kt qu kinh doanh; cc m hnh nh lnh o v hc tp h tr. Tng cng c 43 bin quan st cho by thnh phn ca khi nim nghin cu ny. Trong nhng bin quan st ny, cng c yu cu ngi tr li xc nh mc m bo

11

co ny phn nh vic tip cn trong t chc. Mi cu c o lng theo mc t 1 n 6 vi "1" l "gn nh khng bao gi" n "6" l "gn nh lun lun".
2.1.3. Cng ty a quc gia

MNC (Multinational Corporation) l khi nim ch cc cng ty sn xut hay cung cp dch v t nht hai quc gia. Vit tt l MNC, c ngn sch vt c ngn sch ca nhiu quc gia. Cng ty a quc gia c nh hng ln n cc mi quan h quc t v cc nn kinh t ca cc quc gia. Cc cng ty a quc gia ng mt vai tr quan trng trong qu trnh ton cu ha. Cng ty a quc gia l cng ty c hot ng sn xut kinh doanh hoc cung cp dch v thng tin khng ch nm gi gn trong lnh th ca mt quc gia m hot ng sn xut kinh doanh v cung cp dch v tri di t nht hai quc gia v c cng ty c mt ln n hn trm quc gia khc nhau (wikipedia).

2.1.4. i mi ca t chc
C nhiu nghin cu trc y v i mi nh nghin cu ca Ruth Kustoff, Schumpeter (1934), Theo De Jong (2006), Booz Allen Hamilton, Theo OECD (1997)...v ti s dng nghin cu ca OECD v i mi ca t chc cng nh cch o lng khi nim ny. Mc d nghin cu ca OECD v s i mi kh lu nhng n vn cn gi tr v v sau vn c nhiu nh nghin cu sau ny s dng nh nghin cu ca Trn Ngc Ca (2007) H thng i mi Vit Nam: Hng ti mt chnh sch i mi cho kh nng cnh tranh v pht trin bn vng ", ti Tp ch Chnh sch v Nghin cu Qun l Khoa hc, X hi Chnh sch v Nghin cu Qun l Khoa hc Nht Bn , hay nghin cu v mi quan h gia qun l ngun nhn lc v i mi cng ngh n hot ng kinh doanh ti trung quc nm 2005 bi Yuan Li, Yongbin Zhao and Yi Liu, hay nghin cu gi tr ca yu t nhn thc hc tp trong t chc v mi trng sng to do scott G. Isaksen Kaneth J.lauer nghin cu nm 2001 Theo Ruth Kustoff : i mi ca t chc l cp nhng cch thc mi lm vic c th c t chc, v thc hin trong mt t chc khuyn khch v nng cao li th cnh tranh cho t chc. N bao gm cch thc t chc v c nhn c th, qun l tin trnh cng vic trong cc lnh vc nh mi quan h khch hng, nhn vin thc hin v duy tr, v qun l tri thc.

12

Ti ct li ca s i mi l cn thit ci thin hoc thay i mt sn phm, qu trnh hoc dch v. i mi tt c xoay quanh s thay i - nhng khng phi thay i tt c l i mi. i mi khuyn khch cc c nhn suy ngh c lp v sng to trong vic p dng kin thc c nhn vi nhng thch thc t chc. V vy, i mi t chc i hi mt nn vn ha ca s i mi h tr nhng tng mi, quy trnh v cch thc ni chung mi "kinh doanh". Khi nim ca s i mi t c s ch ca mt s cc nh nghin cu trc y. Theo De Jong (2006) th khi nim ny l ln u tin c xem xt l Schumpeter (1934), nhn ra n bng cch m t s i mi l qu trnh to ra cc thng hiu mi, sn phm, dch v v quy trnh v tc ng ca n vo pht trin kinh t. K t sau cc hc gi khc nhau t khi nim ny i theo nhiu hng khc nhau (De Jong, 2006; Archibugi v Sirilli). i vi thi gian tn ti di ca s i mi, nn i mi c coi l mt yu t cn thit. i mi tp trung vo cc i tng nh quc gia, ngnh cng nghip, cc t chc v cc nhm, khi xng v thc hin i mi (De Jong, 2006; Archibugi v Sirilli). i mi t chc c m t nh l hnh thnh cc sn phm mi, quan trng v hu ch, dch v trong mi trng t chc (Woodman et al, 1993;. Gumusluouglu v Ilsev, 2009).i mi c xem xt nh mt qu trnh phc tp hn (Janssen, Van de Vliert v phng Ty, 2004).Mt s nh nghin cu coi n nh l mt hot ng c d nh pht trin mt tng, em ra thc hnh, phn ng li n v sa i n khi cn thit (Van de Ven, 1986). Theo Booz Allen Hamilton, gim c iu hnh cng ty: i mi l kh nng xc nh v pht trin sn phm v dch v mi v cung cp chng cho th trng l ngun c bn ca vic to ra gi tr trong cc cng ty v to kh nng quan trng ca li th cnh tranh. Trong mt nghin cu ca Booz Allen Hamilton, trch dn mc tiu cho s i mi ci thin hiu sut trung bnh 20-30% trong cc lnh vc nh thi gian nng cao cht lng sn phm, v gim thiu chi ph ch trong hai nm. Ch s nghin cu c thit lp rt cao. Trong s nhiu yu t nh hng n hiu sut i mi ca cng ty, s nng ng ca "t chc i mi" (m trong cc cng ty khc nhau c th bao gm mt s s kt hp ca k thut, R & D, v cc chc nng pht trin sn phm) c l l quan trng nht.

13

i mi vn l mt hot ng a chc nng, khi n hot ng tt, to ra mt s cng thng gia cc mc tiu cnh tranh ca gi tr sn phm, hiu sut, cht lng, v thi gian m rng th trng. Pht trin sn phm l mc ch hng n ca cc b phn trong cng ty. Cc chc nng nh lp k hoch chin lc, doanh s bn hng, hot ng, h tr khch hng, mua hng, v ti chnh cng quan trng i mi thnh cng nh R & D v k thut. Lm th no phi hp tt cc chc nng ny rt khc nhau lm vic cng nhau trong mt t chc ln mt cch c hiu qu pht trin sn phm v dch v . i mi c ph bin xem xtc cu li mt t chc . c cu thng l khi cc cng ty u tin tm cch thay i khi h mun tng hiu qu lm vic ca t chc tt hn. Theo Damanpour v Evan trch dn bi Van de Van v Angle (1989): s i mi l qu trnh to ra sn phm (hoc dch v) thng mi t nhng pht minh. N bao gm c ci tin k thut v phi k thut. Nhng ci tin phi k thut tho lun trong nhng nghin cu gn y tp trung vo ci tin t chc. N c i km vi ci tin k thut bi v ci tin t chc xut hin nh mt phn ca ci tin k thut. Theo OECD (1997) : Mt s i mi trong t chc l vic thc hin lm mi hoc ci thin ng k sn phm (hay dch v), hoc qu trnh, mt phng php tip th mi, hoc mt phng php t chc mi trong thc tin kinh doanh, t chc ni lm vic hoc cc mi quan h bn ngoi ca t chc. Mt s cng ty tham gia i mi bng pht trin v gii thiu mt sn phm mi, hoc trong khi cng ty khc th thc hin cc ci tin lin tc cho cc sn phm, quy trnh v hot ng ca h. i mi t chc c th c d nh tng hiu sut ca mt cng ty bng cch gim chi ph hnh chnh hoc chi ph giao dch, ci thin s hi lng ni lm vic (v do nng sut lao ng), c truy cp vo cc ti sn khng th giao dch (nh kin thc bn ngoi khng-c m ha), gim chi ph sn xut. Hot ng i mi khc nhau rt nhiu trong t nhin t cng ty, chng hn nh pht trin v gii thiu mt sn phm mi, trong khi nhng ngi khc ch yu thc hin cc ci tin lin tc cho cc sn phm, quy trnh v hot ng ca h. Mt s i mi c th bao gm cc thc hin ca mt s thay i ng k duy nht, hoc mt lot nh hn gia tng thay i vi nhau to thnh mt s thay i ng k.

14

Bn loi i mi c phn bit: i mi sn phm, qu trnh i mi, cc sng kin tip th v i mi t chc. Mt s i mi t chc l vic thc hin ca mt t chc vi phng php mi trong thc tin kinh doanh ca cng ty, t chc ni lm vic hoc cc mi quan h bn ngoi. S i mi c hai phn chnh l: (theo OECD, 1997): TI (chuyn giao cng ngh, v ph bin ca i mi). S i mi t chc tp trung vo yu t c bn chng trnh m bo cht lng nh chng nhn ISO 9000. Tuy nhin nhng ci tin phi k thut tho lun trong nhng nghin cu gn y tp trung vo ci tin t chc. N c i km vi ci tin k thut bi v ci tin t chc xut hin nh mt phn ca ci tin k thut theo Damanpour v Evan trch dn bi Van de Van v Angle (1989).

2.1.5. Qun l cht lng (TQM:Total Quality Management)

TQM (Qun l cht lng ng b) l cch qun l mt t chc tp trung vo cht lng, da vo s tham gia ca tt c cc thnh vin ca n, nhm t c s thnh cng lu di nh vic tha mn khch hng v em li li ch cho cc thnh vin ca t chc v cho x hi.( Theo ISO 9000) 2.1.6. Cc thang o nghin cu 2.1.6.1. Thang o mi trng sng to Thang o mi trng sng to gm tng s 50 bin quan st, c bo co lin quan n nhn thc ca ngi tr li v mi trng sng to c pht trin bi Ekvall v cng s (1983). Trong cc bo co yu cu ngi tr li phi xc nh mc ca s trnh by ng i vi mi trng sng to ang xy ra trong t chc . Thang o o lng th hin trong mi bo co c chia t 1 n 6. im 1: hu nh khng bao gi n 6: hu nh lun lun Th thch Mi ngi cam kt ng gp vo nhng mc tiu ca t chc. Mi ngi khng quan tm n cng vic ca h Bn cht ca mi ngi l ng lc thc y s thnh cng cu t chc.

15

Mi ngi xem cng vic nh l mt c hi ch khng phi ngha v. Tng tc gia cc nhn l tr chm. Mi ngi cm thy c lin quan n mc tiu di hn ca t chc T do Mi ngi c th thc hin cng vic ca h theo cch quy nh xc nh nhim v ca mnh Nhng ngi trong chc nng pht trin sn phm mi c th la chn cng vic ca mnh Mi ngi c ra ngun, c s xc nh nhim v ca mnh. Mi ngi c th thc hin,luyn tp hng ngy theo mnh. C nhn c cung cp, to c hi chia s thng tin v cng vic ca h Mi ngi lm vic trong s hng dn v theo lut. Tin tng/ci m Nhng ngi trong cc chc nng pht trin sn phm mi tin tng ln nhau. Mi ngi da vo nhau h tr c nhn. Mi ngi y sao chp tng ca nhau. Ngi cung cp tn dng m tn dng l t do. Mi ngi bo v cht ch k hoch ca h v tng ca h. Mi ngi thy kh khn mt cch ci m giao tip vi nhau. tng thi gian Nhng ngi trong cc chc nng pht trin sn phm mi dnh thi gian xem xt cc cch thc mi lm vic. Thi gian c sn khm ph nhng tng mi. Kh nng tn ti tho lun v nhng ngh khng bao gm trong vic giao nhim v. Chc nng pht trin sn phm mi kt hp vi thi hn linh hot cho php mi ngi khm ph con ng mi v la chn thay th.

16

Trong thi hn chc nng pht trin sn phm mi mi pht c t v c quy nh c th. p lc thi gian y lm cho suy ngh bn ngoi cc hng dn v thi quen khng th. Khi hi / hi hc Nhng ngi trong cc chc nng pht trin sn phm mi c s th v lm cng vic ca h. C mt s tho thun tt trong s vui a. Mi ngi y biu l mt cm gic hi hc. Bu khng kh c c trng bi mc nghim trng. Truyn ci v ting ci c coi l khng thch hp. Mi trng c xem nh l d dng.

Xung t

Nhng ngi trong cc chc nng pht trin sn phm mi gi by cho nhau. C quyn lc v a v trong cuc u tranh y. Nhm v c nhn khng thch nhau. S khc bit c nhn mang li tin n. Mi ngi c ci nhn su sc tm l v kim sot xung ng. Mi ngi tho thun hiu qu vi s a dng trong tng. Mi ngi tho thun hiu qu vi s a dng trong cc ng nghip.

tng h tr :

tng mi c nhn c mt cch chu o bi nhng ngi khc. Mi ngi nghe sng kin ca nhau Mi ngi thng cm thy c cho n khi trnh by nhng tng mi y. Bu khng kh xy dng khi xem xt nhng tng mi. Theo ngh ca nhng tng mi t ng "khng" l ph bin. Pht hin li v chng ngi gia tng l phong cch thng thng p ng vi nhng tng mi.

Cuc tranh lun

17

Mi ngi chc nng pht trin sn phm phn i kin. Mt lot cc quan im c th hin y. Nhiu ting ni c lng nghe khi tm kim gii php cho cc vn . Mi ngi quan tm chuyn tng ca h xem xt. Mi ngi thng c phn i kin. Mi ngi theo m hnh c on m khng t cu hi. Mi ngi thng c th c chia s mt s a dng ca quan im

Ri ro:

Nhng ngi trong cc chc nng pht trin sn phm mi cm thy chi vi v l ngi u tin a mt tng v pha trc. Ngi chu ng s khng chc chn v khng r rng khi a ra quyt nh. Mi ngi y thng khng r v lnh vc kinh doanh. Mi ngi cm thy nh l h c th "mo him" trn tng ca h. Mi ngi c gng c "an ton". Con ngi c xu hng trang tri bn thn h trong nhiu cch.

2.1.6.2.Thang o v vn ho hc tp Khi nim vn ha hc tp c o lng bi 43 bin quan st v thng qua bi 7 thnh phn (dimensions) ca n c pht trin bi Watkins v Marsick (1996). Tng cng c 43 bin quan st cho by thnh phn ca khi nim nghin cu ny. Trong nhng bin quan st ny, cng c yu cu ngi tr li xc nh mc m bo co ny phn nh vic tip cn trong t chc. Mi cu c o lng theo mc t 1-6 vi "1" l "gn nh khng bao gi" n "6" l "gn nh lun lun". Lin tc hc hi(Continuous Learning )

Trong t chc ca ti, mi ngi cng khai tho lun v nhng sai lm hc hi lnnhau. Trong t chc ca ti, mi ngi xc nh cc k nng cn thit cho cc nhim v cng vic trong tng lai. Trong t chc ca ti, mi ngi gip nhau hc tp (2). Trong t chc ca ti, mi ngi c th nhn c tin v cc ngun lc khc h tr vic hc ca h.

18

Trong t chc ca ti, mi ngi to iu kin v thi gian h tr cho vic hc. Trong t chc ca ti, mi ngi xem vn trong cng vic ca h nh l mt c hi hc hi.

Trong t chc ca ti, ngi c thng cho vic hc.

i thoi yu cu(Dialogue and Inquiry) Trong t chc ca ti, mi ngi cho kin phn hi ci m v trung thc vi nhau. Trong t chc ca ti, mi ngi lng nghe quan im ca ngi khc trc khi ni. Trong t chc ca ti, ngi c khuyn khch hi l do ti sao m khng phn bit cp bc. Trong t chc ca ti, bt c khi no mi ngi nu r quan im ca h, h cng yu cu nhng g ngi khc ngh. Trong t chc ca ti, mi ngi i x vi nhau bng s tn trng. Trong t chc ca ti, mi ngi dnh thi gian xy dng nim tin vi nhau.

Hc tp theo nhm (Team Learning ) Trong t chc ca ti, cc t/nhm c s t do thch ng vi mc tiu ca h khi cn thit. Trong t chc ca ti, cc t/nhm i x bnh ng vi cc thnh vin, khng phn bit th bc, vn ha hoc cc yu t khc bit khc. Trong t chc ca ti, cc t/nhm tp trung vo c nhim v cng nh cch thc lm vic ca nhm. Trong t chc ca ti, cc t/nhm xem xt li suy ngh ca h nh l kt qu ca cc cuc tho lun nhm hoc thng tin thu thp c. Trong t chc ca ti, cc t/nhm c thng cho thnh tch ca t/nhm.

19

Trong t chc ca ti, cc t/nhm tin rng t chc s hot ng theo cc khuyn ngh ca h. H thng lu tr (Embedded Systems ) T chc ca ti, s dng thng tin lin lc hai chiu trn c s thng xuyn, chng hn nh h thng ngh, cc bn tin in t hoc ta th chnh/cc cuc hp m. T chc ca ti, cho php mi ngi c c thng tin cn thit nhanh chng v d dng bt c lc no. T chc ca ti, duy tr mt c s d liu cp nht cc k nng nhn vin. T chc ca ti, to ra h thng o lng cc khe hng, khong cch gia hiu sut hin thi v hiu sut d kin. T chc ca ti, lm cc bi hc c sn hc dnh cho tt c nhn vin. T chc ca ti, o lng kt qu ca thi gian v ngun lc dnh cho o to. Quyn hn trch nhim(Empowerment ) T chc ca ti, cng nhn cc nhn vin trng vic to ra nhng sng kin. T chc ca ti, mang li s la chn cho mi ngi trong phn cng cng vic ca h. T chc ca ti, mi gi mi ngi ng gp cho tm nhn ca t chc. T chc ca ti,cho php mi ngi kim sot cc ngun lc cn hon thnh cng vic ca h. T chc ca ti, h tr nhng nhn vin tnh ton ri ro. T chc ca ti, xy dng s lin kt tm nhn theo cc cp khc nhau v cc nhm lm vic. H thng kt ni( System Connections ) T chc ca ti, gip nhn vin cn bng gia cng vic v gia nh. T chc ca ti, khuyn khch mi ngi suy ngh trn quan im ton din. T chc ca ti, khuyn khch tt c mi ngi a quan im ca khch hng vo qu trnh ra quyt nh.

20

T chc ca ti, xem xt tc ng ca quyt nh trn tinh thn nhn vin. T chc ca ti, lm vic cng vi cng ng bn ngoi p ng nhu cu ln nhau. T chc ca ti, khuyn khch mi ngi c c nhng cu tr li trong ton t chc khi gii quyt vn . Lnh o (Provide Leadership) Trong t chc ca ti, cc nh lnh o ny thng h tr i vi cc yu cu v c hi hc tp v o to. Trong t chc ca ti, cc nh lnh o cc chia s thng tin cp nht vi cc nhn vin v i th cnh tranh, xu hng kinh doanh, v phng hng ca t chc. Trong t chc ca ti, nh lnh o trao quyn cho ngi khc gip h thc hin tm nhn ca t chc. Trong t chc ca ti, cc nh lnh o c vn hun luyn nhng ngi m h lnh o. Trong t chc ca ti, cc nh lnh o lin tc tm kim c hi hc hi. Trong t chc ca ti, cc nh lnh o m bo rng cc hot ng ca t chc ph hp vi cc gi tr ca n.

2.1.6.3.

Thang o v s i mi ca t chc

C 32 bin quan st nm trong hai phn ny. 32 bin quan st c trong hai phn i mi cng ngh (TI) (24 bin quan st) v i mi t chc (8 bin quan st) c pht trin cho nghin cu ny da trn cc hng dn c cung cp bi OECD (1997) v MASTIC (1996). Cc bo co yu cu ngi tr li xc nh mc ca bo co ny l ng. Tt c cc bin quan st c thang o nh gi t 1-6. S i mi v c hai phn chnh l: TI (chuyn giao cng ngh, v ph bin ca i mi) S i mi t chc tp trung vo yu t c bn ca TQM v chng trnh m bo cht lng nh chng nhn ISO 9000. Thang o TI (chuyn giao cng ngh, v ph bin ca i mi): 24 bin quan st ca thnh phn technological innovation l:

21

Tng cng u t nhiu hn trong o to nhn vin trong nm nm qua Nhn mnh o to chuyn nghip cho ngi lao ng Khuyn khch nhn vin hc tp thng qua cc kha hc c h thng v hc tp bng cch lm Tng ti sn vt cht c nhn Tng c hi t c mt li ch kinh t trong cng ty m bo thu nhp trong tng lai cho cc thnh vin trong gia nh C c x hi chp nhn, ngi khen v danh d Ly c hi c nhn bng cch chp nhn thch thc ca s i mi S tin b ca c nhn trong kinh doanh hoc lm vic Cho php cc nhn vin lm cho nhng sai lm trong qu trnh i mi Mt mc cao ca s tin tng gia cc nh lnh o v cp di Xy dng cc mi quan h gia lnh o v cp di Cao yu cu v ROI (li nhun trn u t) i mi T tin mt di do thng qua s i mi Tc tng cao ca gi tr ti sn rng thng qua s i mi Thng xuyn gii thiu cc tng sn phm mi vo qu trnh sn xut Cao xc sut thnh cng cho cc sn phm mi ang c th nghim Chi tiu thi gian ngn hn trong nghin cu v pht trin sn phm mi Ci thin cp tin trong cng ngh ca cng ty Thng xuyn i mi thit b Tng t l doanh thu bn hng Tng t l li nhun Tng t l tr li ti sn rng trn u t Tng t l th phn 8 bin quan st ca i mi t chc l : Nng cao s hi lng ca khch hng Nng cao s tham gia tch cc ca ton th nhn vin trong t chc Nng cao tinh thn t duy sng to ca mi ngi trong t chc

22

Nng cao hiu qu h thng qun l, chng trnh ISO 9000 Cht lng lun l thnh phn ct li trong chin lc kinh doanh Lun m bo ci tin v mi mt trong t chc Pht huy tinh thn lm vic theo nhm C c s d liu phc v cho qu trnh ra quyt nh

2.2. Xy dng m hnh nghin cu Mc tiu nghin cu chung ny l xc nh mc tc ng ca hai yu t mi trng sng to v vn ho hc tp ln tnh i mi t chc da trn s nhn thc ca nhng ngi lm cng t vic tham gia cc t chc, quan st mi quan h ca h v kho st bt c s ng gp no ca cc yu t ny gii thch s khc nhau r rng trong cc phng thc i mi vi cc t chc c lin quan. Bao gm cc t chc n quc gia v cc t chc a quc gia (MNCs). Cc bin tim n l mi trng sng to v vn ha hc tp, bin ph thuc l i mi ca t chc. o lng cc bin ny chng ta thng dng mt tp bin quan st hay bin o lng, tp bin quan st ny c gi l thang o. o bin mi trng sng to bao gm 10 thnh phn v tng s 50 bin quan st, c bo co lin quan n nhn thc ca ngi tr li v mi trng sng to.(nghin cu ca ekwall nm 1996 xc nh v o lng 10 thnh phn ca bin tim n mi trng sng to cng nh cch o lng bin tim n ny). Bin t chc hc tp bao gm 43 bin quan st o lng nhn thc ca ngi tr li n vic hc hi cc kha cnh vn ha. C 43 bin quan st bao gm by kha cnh. (nghin cu ca Walkins nm 1996 nghin cu v xc nh 7 thnh phn ca bin tim n t chc hc tp cng nh cch o lng bin tim n ny). o lng nhn thc ca ngi tr li ca mc i mi. Cu trc ny c tng s 32 bin quan st. (nghin cu ca ekwall nm 1996 xc nh v o lng 2 thnh phn ca bin ph thuc i mi cng nh cch o lng bin tim n ny).

23

M hnh l thuyt nn Meriam Ismail (2005) nghin cu ti Malaysia: Th thch/ng lc T do tng h tr sinh ng/nng ng khi hi/hi hc cc cuc tranh lun tin tng/ci m Mu thun Ri ro tng thi gian lin tc hc hi i thoi v yu cu hc tp theo nhm h thng nhng s y quyn kt ni h thng Cung cp lnh o t chc hc tp i mi trong t chc Mi trng sng to

24

+ Gi thuyt nghin cu H1: c s tc ng ring bit ca mi trng sng to ln s i mi ca t chc theo chiu dng. (kt qu nghin cu ca Meriam Ismail, Malaysia nm 2005). H2: c s tc ng ring bit ca t chc hc tp ln s i mi ca t chc theo chiu dng. (kt qu nghin cu ca Meriam Ismail, Malaysia nm 2005) H3: C s tc ng ng thi theo thun chiu dng gia mi trng sng to v vn ha hc tp n s i mi ca t chc.(kt qu nghin cu ca Meriam Ismail, Malaysia nm 2005) Mi trng sng to H1 H3 T chc hc tp H2 s i mi trong t chc

i mi cng ngh v i mi qun l

2.3.

Phng php nghin cu Nghin cu ny c tin hnh thng qua hai giai on: (1) nghin cu s b

nh tnh nhm kim nh thang o, b xung, hiu chnh thang o cho ph hp vi iu

25

kin ti Vit Nam. Cc thang o ny c iu chnh thng qua 2 k thut chnh l h s tin cy Cronbacks Alpha v phn tch nhn t khm ph EFA. (2) nghin cu nh lng nhm thu nhp, phn tch d liu cng nh c lng v kim tra m hnh. Thang o chnh thc c s dng cho nghin cu nh lng. Kt qu thu nhp d liu s c a vo phn tch hi quy a bin nhm kim nh cc gi thuyt v m hnh nghin cu t ra, cui cng cc yu t ny c nh hng theo loi hnh doanh nghip.

26

2.4.

Quy trnh nghin cu thang o nghin cu nh tnh s b

Giai on 1

Kim tra EFA

Kim tra Cronbach Alpha

nh lng s b (n=100)

Thang o chnh thc

Nghin cu nh lng

X l, phn tch d liu hi quy, T-test Anova

Phn mm SPSS

Kt qu nghin cu Chn mu: chn ngu nhin 25 t chc trong s cc t chc t nhn c chng ch ISO 9000, c t nht trnh cao ng hoc tng ng v hc thut ti thnh ph HCM. i tng nghin cu: 650 nhn vin t ba cp cng vic: cao, trung v c s D liu thu thp: t cc s liu ca bng cu hi Chi tit bng cu hi v cc thang o: Bng cu hi c chia lm 4 phn v c cc thang o nh sau: Phn 1: Bng cu hi v mi trng sng to ca t chc CCQ c pht trin bi Ekval et al o lng nhn thc ca ngi tr li v mi trng sng to ca t chc (gm 10 yu t v 50 bin quan st (mc) Phn 2: Bng cu hi o lng kch thc ca t chc hc tp DLOQ c pht trin bi Watkins v Marsick (gm 7 yu t v 43 mc) Thang o: t 1 6 (1: hu nh khng bao gi n 6: hu nh lun lun) Phn 3: o lng nhn thc ca ngi tr li v qui m cu trc i mi c cung cp bi OECD v MASTIC (1 cu trc v 08 mc)

27 Thang o:s dng thang o t l t 1-6 Phn 4: thng tin tiu s ca ngi tr li gm 5 mc

Cng c nh gi thang o: Cronbach Alpha: nh gi tin cy ca cc yu t trong bng CCQ, DLOQ, v cc yu t ca bin i mi Cng c x l d liu thu thp c: p dng phng php phn tch hi qui kim nh gi thuyt tc ng ca hai bin c lp: mi trng sng to v t chc hc tp ln bin i mi. Kim nh T test: so snh gi tr trung bnh ca cc bin: mi trng sng to, t chc hc tp, i mi trong cc t chc a phng v cc t chc a quc gia. Phn tch phng sai ANOVA: so snh gi tr trung bnh ca cc bin: mi trng sng to, t chc hc tp, i mi trong ba cp cng vic: cp cao, trung v cp c s.

28 TI LIU THAM KHO [1] [2] [3] Nguyn nh Th. Phng php nghin cu khoa hc trong kinh doanh, Nxb Lao Nguyn nh Th v Nguyn Th Mai Trang, nghin cu khoa hc trong qun tr kinh Chieh-Yu, Lin. Influencing Factors on the Innovation in Logistics Technologies for

ng x hi, Tp.HCM, 2011. doanh, Nxb Thng k, Tp.HCM, 2011. Logistics Service Providers, Journal of American Academy of Business, Cambridge; Sep 2006; 9, 2; ProQuest Central pg. 257. [4] [5] [6] De Jong, 2006; Archibugi v Sirilli, African Journal of Business Management. Vol.3 Ekvall, G. (1996). Organizational climate for creativity and innovation. European Ekvall, G., Arvonen, J.,and Waldenstrom-Lindblad, I. (1983). Creative organizational (11), pp. 678-684, November, 2009. Journal of Work and Organizational Psychology, 5 (1), 105-123. climate: Construction and validation of a measuring instrument. Stockholm: Swedish Council for Management and Work Life Issues. [7] Kriengsak Panuwatwanich, Rodney A. Stewart and Sherif Mohamed. The role of climate for innovation in enhancing business performance, The case of design firms, Griffith School of Engineering, Griffith University, Gold Coast, Australia, 2008. [8] Meriam Ismail (2005). Malaysia. Creative climate and learning organizational factors: their contribution towards innovation. Leadership & Organization Developmant Journal. Vol.26 No.8, pp.639-654. [9] Meriam Ismail (2006). Creative climate and learning organizational factors: their contribution towards innovation within a Property Developer Organization A review. Malaysia . [10] OECD. Organizational for Economic Co-operation and Development Statistical Offoce of the European Communities (1997). OECD proposed guidelines for collecting and interpreting technological innovation data. Paris: OECD/GD. [11] [12] [13] [14] Oslo Manual, The measurement of scientific and technological activities , proposed Paul D.Leedy and Jeanne Ellis Ormod. Practical Reasearch planning and design. 2002 Peter carne Martin ryan. Measuring firm-level innovation: review of the literature & Rakesh Bordia, Eric Kronenberg, and David Neely, Booz Allen Hamilton. Innovations guidelines for collecting and interpreting technological innovation data, 1997.

survey-design, Ucd geary institute, 2010. OrgDNA, 2005.

29 [15] care. [16] [17] [18] [19] China. Website Www.apave.com.vn, truy cp 15/01/2012 TTXVN/Vietnam+, ngy 15/01/2011. The Change & Transition Tools Compendium, Annex A, Methods and Tools. Watkins, K.E. & Marsick, V. (1996a). Dimensions of the learning organization Watkins, K.E. & Marsick, V. (1999, December). Measuring organizational learning Yuan Li, Yongbin Zhao and Yi Liu Management School of Xian Jiaotong University, Siw Carlfjord, A Andersson and Per Nilsen. The importance of organizational climate

and implementation strategy at the introduction of a new working tool in primary health

questionnaire. Warwick, RI: Partners for the Learning Organization. and performance: Findings from the Dimension of the Learning Organization Questionnaire. Shaanxi. The relationship between HRM, technology innovation and performance in China

PH LC Ph lc A Dn bi tho lun nghin cu nh tnh Nghin cu nh tnh ca nhm l nhm xem thang o ca cc khi nim c ph hp hay khng ti cc doanh nghip vit nam Dn bi tho lun cho khi nim nghin cu mi trng sng to Mi trng sng to l Mi trng khuyn khch mi ngi to ra nhng tng mi v gip t chc pht trin v tng hiu qu ca n v ng thi n cho php cc thnh vin to ra v thc hin tng sng to hiu qu hn (Ekvall et al, 1983)., anh ch c ng vi quan im trn khng v anh ch c kin g khc khng? Mi trng sng to c c cu bi 10 thnh phn sau, anh ch c ng vi quan im ny khng? V theo anh ch th ngoi 10 thnh phn trn th cn c thnh phn no na khng?

Th thch / ng lc (challenge): T do (freedom tng h tr (idea support Sinh ng / tnh nng ng (liveliness) : khi hi / hi hc (playfulness) : Cc cuc tranh lun (debates): Lng Tin, s trung thnh / ci m (trust Mu thun/xung t(conflict): Ri ro (risk talking): . Thi gian c mt sng kin (idea time):

Theo anh ch th thnh phn Th thch / ng lc (challenge) ca mi trng sng to l gm nhng c im no? V sao anh ch li chn nhng c im ny? Theo anh ch th thnh phn T do (freedom) ca mi trng sng to l gm nhng c im no? V sao anh ch li chn nhng c im ny? Theo anh ch th thnh phn tng h tr (idea support) ca mi trng sng to l gm nhng c im no? V sao anh ch li chn nhng c im ny? Theo anh ch th thnh phn Sinh ng / tnh nng ng (liveliness) ca mi trng sng to l gm nhng c im no? V sao anh ch li chn nhng c im ny?

ii Theo anh ch th thnh phn khi hi / hi hc (playfulness) ca mi trng sng to l gm nhng c im no? V sao anh ch li chn nhng c im ny? Theo anh ch th thnh phn Cc cuc tranh lun (debates) ca mi trng sng to l gm nhng c im no? V sao anh ch li chn nhng c im ny? Theo anh ch th thnh phn Lng Tin, s trung thnh / ci m (trust) ca mi trng sng to l gm nhng c im no? V sao anh ch li chn nhng c im ny? Theo anh ch th thnh phn Mu thun/xung t(conflict) ca mi trng sng to l gm nhng c im no? V sao anh ch li chn nhng c im ny? Theo anh ch th thnh phn Ri ro (risk talking) ca mi trng sng to l gm nhng c im no? V sao anh ch li chn nhng c im ny? Theo anh ch th thnh phn Thi gian c mt sng kin (idea time) ca mi trng sng to l gm nhng c im no? V sao anh ch li chn nhng c im ny? Dn bi tho lun cho khi nim nghin cu: t chc hc tp Mt t chc hc tp l mt h thng t chc c kh nng thay i v i hi nhng thnh vin hnh ng nhm thch nghi vi s thay i hoc bt c iu g c i hi tng t. N bao gm vic hc hi v lm vic c hp nht vi nhau mt cch lin tc v h thng nhm h tr nhng ci tin tip theo. Vic hc hi ny phi din ra tt c cc cp trong mt t chc, c nhn, nhm, t chc v bnh din ton cu , anh ch c ng vi quan im trn khng v anh ch c kin g khc khng? T chc hc tp c c cu bi 7 thnh phn sau, anh ch c ng vi quan im ny khng? V theo anh ch th ngoi 7 thnh phn trn th cn c thnh phn no na khng?

Lin tc hc hi (continuous learing) i thoi v yu cu (dialogue/inquiry Hc tp theo nhm (team learing) H thng lu tr (embedded system) Quyn hn v trch nhim (empowerment) Kt ni h thng (system connection) Chin lc lnh o( strategic leadership)

Theo anh ch th thnh phn Lin tc hc hi (continuous learing) ca t chc hc tp l gm nhng c im no? v sao anh ch li chn nhng c im ny? Theo anh ch th thnh phn i thoi v yu cu (dialogue/inquiry) ca t chc hc tp l gm nhng c im no? v sao anh ch li chn nhng c im ny?

iii Theo anh ch th thnh phn Hc tp theo nhm (team learing) ca t chc hc tp l gm nhng c im no? v sao anh ch li chn nhng c im ny? Theo anh ch th thnh phn H thng lu tr (embedded system) ca t chc hc tp l gm nhng c im no? v sao anh ch li chn nhng c im ny? Theo anh ch th thnh phn Quyn hn v trch nhim (empowerment) ca t chc hc tp l gm nhng c im no? v sao anh ch li chn nhng c im ny? Theo anh ch th thnh phn Kt ni h thng (system connection) ca t chc hc tp l gm nhng c im no? v sao anh ch li chn nhng c im ny? Theo anh ch th thnh phn Chin lc lnh o( strategic leadership) ca t chc hc tp l gm nhng c im no? v sao anh ch li chn nhng c im ny? Dn bi tho lun cho bin ph thuc i mi ca t chc Theo anh ch i mi ca t chc l g, bao gm nhng c im no? theo anh ch i mi k thut l g, v sao phi i mi k thut trong cng ty? theo anh ch i mi t chc th cn phi lm g, v v sao?

Ph lc B: Bng cu hi nghin cu nh lng. Nghin cu s tc ng mi trng sng to v vn ho hc tp ln i mi t chc ti cc doanh nghip Vit Nam.

H tn:

a ch:

S in thoi:

Ngy phng vn: Phn phng vn Trc tip in thoi

Thi gian: Tn...

Gi th

Internet

A. Phn gn lc Xin vui lng du (X) vo thch hp cho bit thng tin v doanh nghip ca ng /B

iv 1. Doanh nghip ca ng/B c chng ch ISO 9000 khng? C - tip tc Khng- dng

2. Doanh nghip ca ng/B c s lao ng trung bnh trong mt nm: 100 lao ng ng 100 - 900 lao ng 3. Cp bc ca ng / B m nhn trong cty: Cp cao Cp trung Cp c s 4. Trnh hc vn ca ng/B: Trn i hc i hc Cao ng 5. Doanh nghip ca ng/ B thuc: Cty a quc gia Cng ty trong nc >2000 lao ng 1000 1900 lao

B. Vui lng cho bit mc ng ca bn cho cc pht biu di y theo thang o t 1 n 6 vi quy c: 1: hon ton khng ng , 6: hon ton ng 1. Mi ngi cam kt ng gp vo nhng mc tiu ca t chc. 2. Mi ngi khng quan tm n cng vic ca h 3. Bn cht ca mi ngi l ng lc thc y s thnh cng ca t chc 4. Mi ngi xem cng vic nh l mt c hi ch khng phi ngha v 5. Tng tc gia cc nhn l tr chm 6. Mi ngi cm thy c lin quan n mc tiu di hn ca t chc T do 7. Mi ngi c th thc hin cng vic ca h theo cch 1 1 1 1 1 1 2 2 2 2 2 2 3 3 3 3 3 3 4 4 4 4 4 4 5 5 5 5 5 5 6 6 6 6 6 6

v quy nh xc nh nhim v ca mnh 8. Nhng ngi trong chc nng pht trin sn phm mi c th la chn cng vic ca mnh 9. Mi ngi c ra ngun, c s xc nh nhim v ca mnh 10. Mi ngi c th thc hin,luyn tp hng ngy theo mnh 11. C nhn c cung cp, to c hi chia s thng tin v cng vic ca h 12. Mi ngi lm vic trong s hng dn v theo lut Tin tng, ci m 13. Nhng ngi trong cc chc nng pht trin sn phm mi tin tng ln nhau 14. Mi ngi da vo nhau h tr c nhn 15. Mi ngi y sao chp tng ca nhau 16. Ngi cung cp tn dng m tn dng l t do 17. Mi ngi bo v cht ch k hoch ca h v tng ca h 18. Mi ngi thy kh khn mt cch ci m giao tip vi nhau tng thi gian 19. Nhng ngi trong cc chc nng pht trin sn phm mi dnh thi gian xem xt cc cch thc mi lm vic 20. Thi gian c sn khm ph nhng tng mi 21. Kh nng tn ti tho lun v nhng ngh khng bao gm trong vic giao nhim v 22. Chc nng pht trin sn phm mi kt hp vi thi hn linh hot cho php mi ngi khm ph con ng mi v la chn thay th 23. Trong thi hn chc nng pht trin sn phm mi mi pht c t v c quy nh c th. 24. p lc thi gian y lm cho suy ngh bn ngoi cc hng dn v thi quen khng th Khi hi/ hi hc
25. Nhng ngi trong cc chc nng pht trin sn phm

1 1 1 1 1

2 2 2 2 2

3 3 3 3 3

4 4 4 4 4

5 5 5 5 5

6 6 6 6 6

1 1 1 1 1 1

2 2 2 2 2 2

3 3 3 3 3 3

4 4 4 4 4 4

5 5 5 5 5 5

6 6 6 6 6 6

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

6 6 6

1 1

2 2

3 3

4 4

5 5

6 6

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

6 6 6

mi c s th v lm cng vic ca h 26. C mt s tho thun tt trong s vui a 27. Mi ngi y biu l mt cm gic hi hc

vi
28. Bu khng kh c c trng bi mc nghim

trng 29. Mi trng c xem nh l d dng Xung t

30. Nhng ngi trong cc chc nng pht trin sn phm

1 1

2 2

3 3

4 4

5 5

6 6

1 1 1 1 1 1 1

2 2 2 2 2 2 2

3 3 3 3 3 3 3

4 4 4 4 4 4 4

5 5 5 5 5 5 5

6 6 6 6 6 6 6

mi gi by cho nhau 31. C quyn lc v a v trong cuc u tranh y 32. Nhm v c nhn khng thch nhau 33. S khc bit c nhn mang li tin n 34. Mi ngi c ci nhn su sc tm l v kim sot xung ng 35. Mi ngi tho thun hiu qu vi s a dng trong tng 36. Mi ngi tho thun hiu qu vi s a dng trong cc ng nghip tng h tr
37. tng mi c nhn c mt cch chu o bi

1 1 1 1

2 2 2 2

3 3 3 3

4 4 4 4

5 5 5 5

6 6 6 6

nhng ngi khc 38. Mi ngi nghe sng kin ca nhau 39. Mi ngi thng cm thy c cho n khi trnh by nhng tng mi y 40. Bu khng kh xy dng khi xem xt nhng tng mi Cuc tranh lun
41. Mi ngi chc nng pht trin sn phm phn i

1 1 1 1 1 1

2 2 2 2 2 2

3 3 3 3 3 3

4 4 4 4 4 4

5 5 5 5 5 5

6 6 6 6 6 6

kin 42. Mt lot cc quan im c th hin y 43. Nhiu ting ni c lng nghe khi tm kim gii php cho cc vn 44. Mi ngi quan tm chuyn tng ca h xem xt 45. Mi ngi thng c phn i kin 46. Mi ngi thng c th c chia s s a dng ca quan im Ri ro
47. Nhng ngi trong cc chc nng pht trin sn phm

mi cm thy chi vi v l ngi u tin a mt tng v pha trc

vii
48. Ngi chu trch nhim khng chc chn v khng r

rng khi a ra quyt nh 49. Mi ngi y thng khng r v lnh vc kinh doanh 50. Trong t chc ca ti, mi ngi cng khai tho lun v nhng sai lm hc hi ln nhau 51. Trong t chc ca ti, mi ngi xc nh cc k nng cn thit cho cc nhim v cng vic trong tng lai 52. Trong t chc ca ti, mi ngi gip nhau hc tp 53. Trong t chc ca ti, mi ngi c th nhn c tin v cc ngun lc khc h tr vic hc ca h 54. Trong t chc ca ti, mi ngi to iu kin v thi gian h tr cho vic hc 55. Trong t chc ca ti, mi ngi xem vn trong cng vic ca h nh l mt c hi hc hi 56. Trong t chc ca ti, ngi c thng cho vic hc 57. Trong t chc ca ti, mi ngi cho kin phn hi ci m v trung thc vi nhau 58. Trong t chc ca ti, mi ngi lng nghe quan im ca ngi khc trc khi ni 59. Trong t chc ca ti, ngi c khuyn khch hi l do ti sao m khng phn bit cp bc 60. Trong t chc ca ti, bt c khi no mi ngi nu r quan im ca h, h cng yu cu nhng g ngi khc ngh 61. Trong t chc ca ti, mi ngi i x vi nhau bng s tn trng 62. Trong t chc ca ti, mi ngi dnh thi gian xy dng nim tin vi nhau 63. Trong t chc ca ti, cc t/nhm c s t do thch ng vi mc tiu ca h khi cn thit. 64. Trong t chc ca ti, cc t/nhm i x bnh ng vi cc thnh vin, khng phn bit th bc, vn ha hoc cc yu t khc bit khc 65. Trong t chc ca ti, cc t/nhm tp trung vo c nhim v cng nh cch thc lm vic ca nhm. 66. Trong t chc ca ti, cc t/nhm xem xt li suy ngh ca h nh l kt qu ca cc cuc tho lun nhm hoc thng tin thu thp c 67. Trong t chc ca ti, cc t/nhm c thng cho thnh tch ca t/nhm

1 1 1 1 1 1 1 1 1 1 1 1

2 2 2 2 2 2 2 2 2 2 2 2

3 3 3 3 3 3 3 3 3 3 3 3

4 4 4 4 4 4 4 4 4 4 4 4

5 5 5 5 5 5 5 5 5 5 5 5

6 6 6 6 6 6 6 6 6 6 6 6

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

6 6 6

viii
68. Trong t chc ca ti, cc t/nhm tin rng t chc s

hot ng theo cc khuyn ngh ca h. 69. T chc ca ti, s dng thng tin lin lc hai chiu trn c s thng xuyn, chng hn nh h thng ngh, cc bn tin in t hoc ta th chnh/cc cuc hp m. 70. T chc ca ti, cho php mi ngi c c thng tin cn thit nhanh chng v d dng bt c lc no. 71. T chc ca ti, duy tr mt c s d liu cp nht cc k nng nhn vin. 72. T chc ca ti, to ra h thng o lng cc khe hng, khong cch gia hiu sut hin thi v hiu sut d kin. 73. T chc ca ti, lm cc bi hc c sn hc dnh cho tt c nhn vin. 74. T chc ca ti, o lng kt qu ca thi gian v ngun lc dnh cho o to. 75. T chc ca ti, cng nhn cc nhn vin trng vic to ra nhng sng kin. 76. T chc ca ti, mang li s la chn cho mi ngi trong phn cng cng vic ca h. 77. T chc ca ti, mi gi mi ngi ng gp cho tm nhn ca t chc. 78. T chc ca ti, cho php mi ngi kim sot cc ngun lc cn hon thnh cng vic ca h. 79. T chc ca ti, h tr nhng nhn vin tnh ton ri ro.
80. T chc ca ti, xy dng s lin kt tm nhn theo cc

1 1

2 2

3 3

4 4

5 5

6 6

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

5 5 5 5 5 5 5 5 5 5 5 5 5 5 5

6 6 6 6 6 6 6 6 6 6 6 6 6 6 6

cp khc nhau v cc nhm lm vic. 81. T chc ca ti, gip nhn vin cn bng gia cng vic v gia nh. 82. T chc ca ti, khuyn khch mi ngi suy ngh trn quan im ton din. 83. T chc ca ti, khuyn khch tt c mi ngi a quan im ca khch hng vo qu trnh ra quyt nh. 84. T chc ca ti, xem xt tc ng ca quyt nh trn tinh thn nhn vin. 85. T chc ca ti, lm vic cng vi cng ng bn ngoi p ng nhu cu ln nhau. 86. T chc ca ti, khuyn khch mi ngi c c nhng cu tr li trong ton t chc khi gii quyt vn . 87. Trong t chc ca ti, cc nh lnh o ny thng h

ix tr i vi cc yu cu v c hi hc tp v o to. 88. Trong t chc ca ti, cc nh lnh o cc chia s thng tin cp nht vi cc nhn vin v i th cnh tranh, xu hng kinh doanh, v phng hng ca t chc. 89. Trong t chc ca ti, nh lnh o trao quyn cho ngi khc gip h thc hin tm nhn ca t chc. 90. Trong t chc ca ti, cc nh lnh o c vn hun luyn nhng ngi m h lnh o. 91. Trong t chc ca ti, cc nh lnh o lin tc tm kim c hi hc hi. 92. Trong t chc ca ti, cc nh lnh o m bo rng cc hot ng ca t chc ph hp vi cc gi tr ca n. 93. Tng cng u t nhiu hn trong o to nhn vin trong nm nm qua 94. Nhn mnh o to chuyn nghip cho ngi lao ng 95. Khuyn khch nhn vin hc tp thng qua cc kha hc c h thng v hc tp bng cch lm 96. Tng ti sn vt cht c nhn 97. Tng c hi t c mt li ch kinh t trong cng ty 98. m bo thu nhp trong tng lai cho cc thnh vin trong gia nh 99. C c x hi chp nhn, ngi khen v danh d 100. Ly c hi c nhn bng cch chp nhn thch thc ca s i mi 101. S tin b ca c nhn trong kinh doanh hoc lm vic 102. Cho php cc nhn vin lm cho nhng sai lm trong qu trnh i mi 103. Mt mc cao ca s tin tng gia cc nh lnh o v cp di 104. Xy dng cc mi quan h gia lnh o v cp di
105.

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5

6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6

Cao yu cu v ROI (li nhun trn u t)

i mi
106. T tin mt di do thng qua s i mi 107. Tc tng cao ca gi tr ti sn rng thng qua s

108. 109.

i mi Thng xuyn gii thiu cc tng sn phm mi vo qu trnh sn xut Cao xc sut thnh cng cho cc sn phm mi ang

x 110. c th nghim Chi tiu thi gian ngn hn trong nghin cu v pht

trin sn phm mi 111. Ci thin cp tin trong cng ngh ca cng ty 112. Thng xuyn i mi thit b 113. Tng t l doanh thu bn hng 114. Tng t l li nhun 115. Tng t l tr li ti sn rng trn u t 116. Tng t l th phn 117. Nng cao s hi lng ca khch hng 118. Nng cao s tham gia tch cc ca ton th nhn vin 119. trong t chc Nng cao tinh thn t duy sng to ca mi ngi

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

5 5 5 5 5 5 5 5 5 5 5 5 5 5 5

6 6 6 6 6 6 6 6 6 6 6 6 6 6 6

trong t chc 120. Nng cao hiu qu h thng qun l, chng trnh ISO 9000 121. Cht lng lun l thnh phn ct li trong chin lc kinh doanh 122. Lun m bo ci tin v mi mt trong t chc 123. 124. quyt nh Pht huy tinh thn lm vic theo nhm C c s d liu phc v cho qu trnh ra

xi