QUN TR CHT LNG

1) Nguyn l xc nh CL ti u ca sp?
CL ti u ca sp biu th kh nng p ng nhu cu ca th trng trong nhiu iu kin xc nh vi cp thp nht Ni ngn gn ; p ng nhu cu th trng c th DN c LN cao nht Nguyn l: chi ph

A3 A2 B3 A1 B2 B1 Mc CL M01 M1 M2 M3 M02

ng cong gi bn v gi thnh ct nhau ti 2 im : M01 v M02 th LN =0 . Li nhun bin thin t 00. Cht lng ti u nm trong khong ny. LN(M1) = A1- B1 LN (M2)= A2-B2 LN(M3)= A3-B3 M2 >M1 ; M2> M3 LN(M2) l Mx

Cc nguyn tc ca QTCL

Nguyn tc 1: nh hng bi khch hng: T chc ph thuc vo khch hng ca mnh. V th cn hiu cc nhu cu hin ti v tng lai ca khch hng. Qua khng ch p ng m cn phn u vt cao hn s mong i ca h. Cht lng nh hng bi khch hng l mt yu t chin lc, dn n kh nng chim lnh th trng, duy tr v thu ht khch hng. N i hi phi lun nhy cm i vi nhng khch hng mi, nhng yu cu th trng v nh gi nhng yu t dn n s tha mn khch hng. N cng i hi thc ci tin, i mi cng ngh, kh nng thch ng nhanh v p ng nhanh chng cc yu cu ca th trng; gim sai li khuyt tt trong sn xut v nhng khiu ni ca khch hng. Cht lng phi c nh hng bi khch hng, t chc phi sn xut, bn ci m khch hng cn ch khng phi ci m t chc c. Cht lng dch v hnh chnh cng ca mt c quan hnh chnh nh nc phi c nh hng bi khch hng l ngi dn, p ng nhu cu v v dn phc v. nh hng vo khch hng ti Vit Nam cn l nguyn tc mi m bi l: Th nht l tnh sng to cn km. Ngi M sng to ra nhiu sn phm khc nhau. Ngi Nht lm ra sn phm ging ngi M, nhng h s tm cch ci tin quy trnh sn xut lm gim gi thnh v tng cht lng sn phm. Nhng con ng m nhiu doanh nghip Vit Nam chn li l anh lm th no, ti cng bt chc lm nh vy, khng c s khc bit. Nh vy, con ng cnh tranh duy nht ch l gim gi bn, cht lng sn phm khng c cao, khng c tin u t cho nghin cu - pht trin, li nhun nh li cn bp bnh v ph thuc vo nguyn liu u vo. Th hai l li t duy kiu tiu nng vn tn ti khng t t chc, khi thiu vng s cam kt lu di v cht lng vi khch hng. T duy khng theo kp vi s chuyn bin ca th trng, x hi v i th cnh tranh. D hi lng vi thnh qu hin ti, hay so snh vi chnh mnh trong qu kh, ch khng so mnh vi cc i th cnh tranh hin ti. Th ba l nhiu t chc cha thc s t khch hng vo v tr trung tm, vn p t suy ngh v nhu cu ca t chc vo khch hng. H vn qu tp trung n cht lng sn phm theo trong u ca h, m cha dnh s quan tm thch ng n suy ngh ca khch hng v sn phm ca h. Cc t chc sn sng b tin t u t cho sn xut, nhng li ngi ngn chi ph cho cc hot ng nhm nng cao kh nng cnh tranh trong mt cng chng. T chc vn thng ni Khch hng l Thng , nhng liu c bao nhiu t chc chp nhn b chi ph xem cc Thng ang thc s ngh g ?. (Ngun: Ng Trng Thanh, http://vneconomy.vn) Nguyn tc 2: S lnh o: Lnh o thit lp s thng nht ng b gia mc ch v ng li ca t chc. Lnh o cn to ra v duy tr mi trng ni b li cun mi ngi t c cc mc tiu ra. Hot ng cht lng s khng t c kt qu nu khng c s cam kt trit ca lnh o cp cao. Lnh o t chc phi c tm nhn xa, xy dng nhng gi tr r rng, c th v nh hng vo khch hng. cng c nhng mc tiu ny cn c s cam kt v tham gia ca tng c nhn lnh o vi t cch l mt thnh vin

ca t chc. Lnh o phi ch o v xy dng cc chin lc, h thng cc bin php huy ng s tham gia v tnh sng to ca mi nhn vin xy dng, nng cao nng lc ca t chc cng nh t kt qu tt nht. Qua tham gia trc tip vo cc hot ng nh lp k hoch, xem xt nh gi hot ng ca t chc, ghi nhn nhng kt qu t c ca nhn vin; lnh o c vai tr cng c gi tr v khuyn khch s sng to, i u mi cp trong ton b t chc. Nguyn tc 3: S tham gia ca mi ngi: Con ngi l ngun lc qu nht ca mt t chc v s tham gia y vi nhng hiu bit v kinh nghim ca h rt c ch cho t chc. t c kt qu trong ci tin cht lng, k nng, nhit tnh, thc trch nhim ca ngi lao ng ng mt vai tr quan trng. Lnh o phi to iu kin cho mi nhn vin hc hi nng cao kin thc, trnh nghip v chuyn mn, qun l. Pht huy c nhn t con ngi chnh l to ra mt sc mnh ni lc ca t chc khi vn n h thng mc tiu cht lng. Nguyn tc 4: Quan im qu trnh: Kt qu mong mun s t c mt cch hiu qu khi cc ngun lc v cc hot ng c lin quan c qun l nh mt qu trnh. Qu trnh l hot ng bin i u vo thnh u ra. qu trnh t c hiu qu, gi tr ca u ra phi ln hn u vo, c ngha l qu trnh gia tng gi tr. Trong mt t chc, u vo ca qu trnh ny l u ra ca qu trnh trc v ton b qu trnh trong t chc to thnh h thng mng li ca qu trnh. Qun l hot ng ca mt t chc thc cht l qun l cc qu trnh v cc mi quan h gia chng. Qun l tt mng li qu trnh ny cng vi s kim sot ngi cung ng s m bo cht lng u ra tha mn nhu cu khch hng. Nguyn tc 5: Tnh h thng: Xc nh, hiu bit v qun l mt h thng cc qu trnh c lin quan ln nhau i vi mc tiu ra s em li hiu qu cho t chc. T chc khng th gii quyt bi ton cht lng theo tng yu t tc ng n cht lng mt cch ring l m phi xem xt ton b cc yu t tc ng n cht lng mt cch h thng v ng b, phi hp hi ha cc yu t ny. Phng php h thng ca qun l l cch huy ng, phi hp ton b ngun lc phc v mc tiu chung ca t chc. Nguyn tc 6: Ci tin lin tc: Ci tin lin tc l mc tiu, ng thi cng l phng php ca mi t chc. Mun c c kh nng cnh tranh v mc cht lng cao nht, t chc phi lin tc ci tin. Cht lng nh hng bi khch hng, m nhu cu mong mun ca khch hng lun lun bin i theo xu hng ngy cng cao. Bi vy, cht lng cng cn c s i mi. S ci tin l tng bc nh hoc nhy vt. Ci tin l ci tin phng php qun l, i mi cc qu trnh, cc thit b, cng ngh, ngun lc. Tuy nhin, trong ci tin cn phi tnh k lng v bm chc vo mc tiu ca t chc. Ci tin l s dch chuyn ca mt h thng tin ti mt ngng mi tt p hn. Nh qun tr cn sng sut la chn khng i vo vng lun qun. vt qua c mt ngng mi cn c s ci tin. Nh qun tr thng n nhn t nhn vin s thng nht v hnh thc nhng sau lng vn tim n s ngm ngm tr hon v thm ch phn khng li. Vn khng hn nm tin hay ngun lc u t m nm ngay trong u nhng ngi thc hin ci tin.

Ni cch khc, k nng ca nh qun tr quyt nh s thnh cng khi thc hin ci tin. Qu trnh ci tin thng ng chm ti quyn li ca mt s ngi khin cc suy ngh tiu cc dn chuyn thnh phn khng. Cng phn khng mnh dn ln khin nh qun tr i khi phi i ph hoc tr hon quyt nh ci tin. gii quyt c kh khn ny, nhiu quan im c thit lp nh l: Ci tin l cn thit: Mt trong nhng k thut gip nh qun tr thc hin thnh cng l t ci tin thnh u tin s mt i vi ton th thnh vin trong t chc. iu buc nh qun tr phi tm nhng bin php cp thit cng nh tp trung phn loi nhng thnh vin ang hoi nghi v ra nhiu bin php li cun hiu qu. To ng lc thc hin: Nh qun tr cn a ra c nhng li ch t c i vi nhng ngi cng tham gia. Li ch ny cn ph hp vi mong mun ca nhn vin ch khng ch n thun theo quan im ca nh qun tr. Li ch to ng lc cho mi ngi n lc tham gia thc hin ci tin. To bc khi u: Ci tin s khng bao gi c trin khai nu nh khng c im khi u. Bn cnh thit lp l trnh cho s ci tin, nh qun tr cn phi bit g b nhng ro cn trong qu trnh thc hin. Ro cn l nhng th lc trong t chc, nhng chnh sch, qui nh hay nhng ti liu ang thc hin. Bn cnh , nh qun tr cn pht ng cc phong tro, chng trnh thi ua nhm h tr qu trnh trin khai. Thnh cng ngn hn: Nhn vin cng nh t chc cn c nim tin s ci tin ang i ng hng v chng minh bng nhng cng vic c ch. Thc t ny i hi nh qun tr phi ch ra c nhng thnh cng ngn hn. Qua to nim tin cho ton h thng. Nu thnh cng n qu mun s ny sinh t tng chn nn b cuc. S nu gng ca cc nh qun tr trong qu trnh thc hin ci tin c ngha quan trng. Qua trnh tnh trng u voi ui chut. y l mt trong nhng li c bn m cc nh qun tr thng mc phi. Thc t ny i hi nh qun tr lun kin tr thc hin mc tiu ci tin ra. Ngoi ra, cc bin php khc nh chn ngi ph hp, khen thng, k lut cng gp phn gip ci tin thnh cng. Nguyn tc 7: Quyt nh da trn s kin: Mi quyt nh v hnh ng ca h thng qun l mun c hiu qu phi c xy dng da trn phn tch d liu v thng tin. Khng quyt nh da trn s suy din. nh gi phi bt u t chin lc ca t chc, cc qu trnh quan trng, cc yu t u vo, u ra ca cc qu trnh . Gio s Arnon Lotem, mt chuyn gia v s tin ha hnh vi thuc khoa ng vt hc ca i hc Tel Aviv, khng nh: Trong qu trnh tin ha, con ngi ra quyt nh theo cch thc tng t nhiu loi ng vt. Chng ta c xu hng s dng nhng tnh hung tri qua nh gi mt trng hp c th. Cch thc khin con ngi lun trong th b

ng khi i ph vi nhng mi nguy m chng ta i mt hng ngy trong x hi hin i. Thc t chng minh kinh nghim i khi khng lm chng ta thng minh hn m ngc li chng c th khin chng ta m qung hn trong gii quyt vn . V vy, quyt nh da trn s kin l nn tng thay i tn gc r cch ngh, thi quen cng nh i hi nng lc ca nh qun tr khi tin hnh nhim v c giao. Nguyn tc 8: Quan h hp tc cng c li vi ngi cung ng: T chc v ngi cung ng ph thuc ln nhau. Mi quan h tng h cng c li s nng cao nng lc ca c hai bn cng to ra gi tr. Cc t chc cn to dng mi quan h hp tc ni b vi bn ngoi t c mc tiu chung. Cc mi quan h ni b to s on kt, thc y s hp tc gia lnh o v ngi lao ng, to lp cc mi quan h mng li gia cc b phn tng cng s linh hot v kh nng p ng nhanh. Cc mi quan h bn ngoi l nhng mi quan h vi khch hng, ngi cung ng, cc i th cnh tranh, cc t chc o to, cc c quan qun l, chnh quyn a phng... Nhng mi quan h lin quan ngy cng quan trng. Chng l nhng mi quan h chin lc gip t chc thm nhp th trng, m rng th trng hoc thit k nhng sn phm v dch v mi. Cc bn tham gia cn ch n nhng yu cu quan trng, m bo s thnh cng ca quan h hp tc, cch thc giao lu thng xuyn, gi nhng nguyn tc trong quan h vi tng nhm i tng. (Ngun http://portal.tcvn.vn, ThS Trn Quc Tun).

Cc phng thc QTCL

2.3.1. Kim tra cht lng sn phm (I)(KCS) KCS c tin hnh nhm xem li sn phm sn xut ra ng tiu chun cht lng quy nh, bng cch s dng cc phng php nh trc quan (nhn, nm, ngi), kim tra bng dng c, kim tra phn tch v kim tra t ng. Trong cc x nghip cng nghip, cng tc ny ch yu do b phn kim tra cht lng (KCS) tin hnh, c s tham gia ca cn b qun l cp trung gian v cng nhn. Mt xu hng tin b hin nay l kt hp ng dng cc tin b khoa hc - k thut hin i vi l thuyt xc sut v thng k vo cng tc kim tra cht lng nhm gim chi ph ng thi vn bo m nhng yu cu ca k thut. KCS trong x nghip l kim tra cht lng vt liu v bn thnh phm; kim tra qu trnh cng ngh; kim tra cc cu thnh sn phm v ton b sn phm (Ngun http://dictionary.bachkhoatoanthu.gov.vn). Kim tra cht lng sn phm l hot ng nh o, xem xt, th nghim, nh c mt hay nhiu c tnh ca i tng v so snh kt qu vi yu cu nhm xc nh s ph hp ca mi c tnh. Phng thc kim tra cht lng sn phm ph hp vi qui nh bng cch kim tra cc sn phm ln chi tit b phn nhm sng lc v loi ra nhng b phn

khng t tiu chun hay qui cch k thut. Kim tra cht lng sn phm ch l mt s phn loi sn phm c ch to. Mt cch x l "chuyn ri". Nh vy, cht lng khng c to dng qua kim tra cht lng sn phm. u th k 20, sn xut vi khi lng ln pht trin rng ri. Khch hng bt u yu cu ngy cng cao v cht lng. S cnh tranh v cht lng ngy cng mnh lit. Cc nh cng nghip dn dn nhn ra: Kim tra cht lng sn phm khng phi l cch m bo cht lng tt nht. 2.3.2 Kim sot cht lng (QC) Theo ISO 9000:2005, Kim sot cht lng l mt phn ca qun l cht lng tp trung thc hin cc yu cu cht lng. Kim sot cht lng l kim sot cc yu t con ngi, phng php v qu trnh, cc yu t u vo, thit b, mi trng, cc yu t u ra. QC ra i ti M, nhng rt ng tic l phng php ny ch c p dng mnh m trong lnh vc qun s v khng c cc cng ty M pht huy sau chin tranh. Tri li, chnh Nht Bn, kim sot cht lng mi c p dng v pht trin. Kim sot cht lng bao gm nhng k thut vn hnh, nhng hnh ng tp trung, qu trnh theo di, qu trnh lm gim thiu, loi b nhng nguyn nhn gy li, s khng ph hp hay khng tha mn cht lng ti mi cng on t c hiu qu cao nht. Kim sot cht lng c bn cht khc phc. Nhng k thut thanh tra, theo di c tnh sn phm, qu trnh theo di, c s dng nh gi kt qu v p dng k thut thng k. Khi pht hin ra nhng vn cha t yu cu, nhng hnh ng khc phc s c thc hin loi b nhng nguyn nhn gy ra khuyt tt. Kim sot cht lng cng bao gm nhng hnh ng kim tra v th nghim cht lng sn phm. Ngun: http://www.business.gov.vn.

3. m bo cht lng QA (Quality Assurance)

Nh trnh by phn trc, cc yu cu ca khch hng thng c th hin di dng cc quy nh k thut hay tiu chun cho sn phm. Tuy nhin, bn thn cc quy nh ny khng m bo cc yu cu ca khch hng lun lun c p ng nu nh chng khng phn nh dng nhu cu ca khch hng, v trong h thng cung cp v h tr cho sn phm ca doanh nghip cng c nhng sai st. Bi vy, bn cnh cc tiu chun v sn phm cn xy dng cc tiu chun v cch thc tin hnh v c cu thc hin cc hot ng lin quan n cht lng. Khi cp n cc nguyn tc qun l cht lng, cc nh qun l u thng nht rng cht lng phi hng ti s tha mn khch hng, l

nguyn tc chin lc ca nh sn xut, nhm thu ht nhiu hp ng mua bn ca khch hng. Tuy nhin cng phi n sau i chin th gii ln II, trc ht l do nhu cu qun s, sau l do yu t cnh tranh ngy cng tng, v tr ca khch hng mi c quan tm. Vic nghin cu mi quan h gia khch hng vi nh cung cp c y mnh. Ni chung, khch hng n vi doanh nghip xy dng hp ng mua bn l da trn hai yu t: gi c (bao gm gi mua, chi ph s dng, gi bn li sau khi s dng ) v s tn nhim i vi ngi cung cp. S tn nhim hay nim tin, c c l t nhiu yu t: nng lc cung cp sn phm ng thi hn v c cht lng tha mn nhu cu tha thun, s n nh v ti chnh, x hi vn t ra l lm th no khng nh c sn phm lm ra s p ng c mi yu cu ra? t c iu , doanh nghip phi xy dng c mt h thng cht lng c hiu lc v hiu qu, ng thi phi lm th no chng t cho khch hng bit iu , tc l phi tha mn hai iu kin sau y: Chng minh vic kim sot cht lng Bng chng vic kim sot cht lng Quan im m bo cht lng c p dng u tin trong nhng ngnh cng nghip i hi tin cy cao, sau pht trin rng sang ngnh sn xut bnh thng, v ngy nay bao gm c cc lnh vc cung cp dch v v hnh chnh cng. Nhng nm gn y, c mt chun mc chung, c quc t chp nhn cho h thng m bo cht lng, T chc tiu chun ha quc t ISO xy dng v ban hnh b tiu chun ISO 9000 gip cho cc nh cung cp c

c mt m hnh chung v m bo cht lng, ng thi cng l mt tiu chun chung khch hng hay mt t chc trung gian tin hnh xem xt nh gi. C th ni ch n khi ra i b tiu chun ny mi c c s to ra nim tin khch quan i vi cht lng sn phm. 2.3.3. Kim sot cht lng ton din (TQC) Thut ng Kim sot cht lng ton din (Total quality Control - TQC) c Feigenbaum nh ngha nh sau: Kim sot cht lng ton din l mt h thng c hiu qu nht th ha cc n lc pht trin, duy tr v ci tin cht lng ca cc nhm khc nhau vo trong mt t chc sao cho cc hot ng marketing, k thut, sn xut v dch v c tin hnh mt cch kinh t nht, cho php tha mn hon ton khch hng. Cc k thut kim sot cht lng ch c p dng hn ch trong khu vc sn xut v kim tra. Mc tiu ca qun l cht lng l tha mn khch hng nhng cha phi l iu kin . Chng i hi khng ch p dng cc phng php ny vo cc qu trnh xy ra trc qu trnh sn xut v kim tra nh kho st th trng, nghin cu, lp k hoch, pht trin, thit k v mua hng, m cn phi p dng cho cc qu trnh xy ra sau nh ng gi, lu kho, vn chuyn, phn phi, bn hng v dch v sau khi bn hng. Phng thc qun l ny c gi l kim sot cht lng ton din. Kim sot cht lng ton din huy ng n lc ca mi n v trong t chc vo cc qu trnh c lin quan n duy tr v ci tin cht lng. iu ny s gip tit kim ti a trong sn xut, dch v ng thi tha mn nhu cu khch hng. Ngun: http://portal.tcvn.vn. 2.3.4. Qun l cht lng ng b (TQM) TQM l mt phng thc qun l ca mt t chc, nh hng vo cht lng, da trn s tham gia ca mi thnh vin nhm em li s thnh cng di hn thng qua s tha mn khch hng, li ch ca mi thnh vin v ca x hi. Trong nhng nm gn y, s ra i ca nhiu k thut qun l mi gp phn nng cao hot ng qun l cht lng nh h thng "va ng lc" (Just-intime). T to c s cho l thuyt Qun l cht lng ng b (TQM). Qun l cht lng ng b c khi ngun t cc nc phng Ty vi tn tui ca Deming, Juran, Crosby. Cc c im chung ca TQM c tm tt nh sau: Cht lng nh hng bi khch hng. Vai tr lnh o trong t chc. Ci tin cht lng lin tc. Tnh nht th, h thng. S tham gia ca mi cp, mi b phn, nhn vin. S dng cc phng php t duy khoa hc nh k thut thng k, va ng lc,...

M t tin trnh pht trin ca cc phng thc QTCL:

Cht lng
TQM TQC QA QC I

1920 1930 1940 1950

1970

1980

2009

Phng thc ra i sm nht l KTCL ( I ) tuy nincn hn ch cho n 1930 mi ua vo KSCL . N khng loai b I m ch b sung vo . Thp nin 1940 b sung vo QA cng ngy b sung cng nhiu cho n by gi l TQM nhm lm cho CL tng ln . Cho n by gi vn cn sd 5 phng thc trn

Ni dung c bn ca chu trnh Demming(PDCA)

Cht lng

Thi gian

y l mt chu trnh hot ng chun, khi qut ho cc bc i thng thng trong cng tc qun tr. Trc ht, mi vic bt u bng vic hoch nh, tc lp k hoch (Plan) cho nhng vic cn lm. Sau l n khu trin khai thc hin (Do) nhng cng vic . Tip theo l kim tra (Check) li nhng vic lm xem c ng khng, c ph hp khng, c sai st g khng. Cui cng l hnh ng khc phc, phng nga nhng sai st, yu km, nhng im khng ph hp (Act) ci tin. PDCA gip cho cng vic c hoch nh v trin

khai mt cch bi bn, hn ch c nhng sai st dn n thit hi, mt mt. c bic, trong lnh vc qun tr cht lng, PDCA c coi l mt cng c khng th thiu tng t nh ngi bc s khng th thiu tai nghe, ngi th may khng th thiu chic ko ct vi, anh th h khng th thiu chic bay vy.

nhn thc y v PDCA S III th hin nhn thc y nht v chu trnh PDCA. T s ny, chng ta nhn thy rng tt c cc khu trong chu trnh chnh phi thc hin theo mt chu trnh PDCA ph. C ngha l mi hot ng t hoch nh, thc hin, kim tra, n khc phc phng nga, t thn n u cng phi i theo mt chu trnh con l Plan Do Check Act.

Plan Do Check Act Cycle III iu ny gip cho chu trnh chnh tr nn mnh hn, t sai st hn v hiu qu hn. Mi ngi, t cp qun l n nhn vin, ty theo mc u phi bit v thc hin mt cch y chu trnh ny ngay trong tng khu ca mnh. Chng hn, bn thn vic hoch nh cng phi i qua bn bc PDCA th mi c th cho ra i nhng bng k hoch hon ho, khng c hoc c rt t sai st. Trit l PDCA vi nhn thc mc y nh s ny l ht sc cn thit v phi c vn dng xuyn sut trong hot ng ca tng ngi, tng khu trong h thng qun tr ca t chc, doanh nghip. Trit l y s gip cho cc hot ng ci tin lin tc vn l i hi sng cn ca t chc, doanh nghip t thn chng c lng ghp mt cch hu qu trong tng chu trnh m khng cn phi c s ku gi, p t, kim sot mt cch tn km v c lc gy p lc mt cch khng cn thi VD lp k hoch cho mt trn tn cng nh chim mt cht chn ca ch trong thi k chin tranh cng tc kho st, thm d vch cc phng n tn cng c th ko di c thng,

nhng trn nh c khi ch din ra khng qu 10 pht. V 10 pht y thnh hay bi phn nhiu ph thuc vo cng tc chun b, ln phng n trong sut bao nhiu ngy. iu ni ln tm quan trng ca vic lp k hoch. i vi nhng d n ln, mang tm c quc gia hoc quc t, cng tc hoch nh c th ko di nhiu nm.

Cc chi ph sai hng v tht bi

1) Cp sai hng bn trong:

Lng ph : tin hnh nhng vic lm khng cn thit do nhm ln, t chc ti, chm vt liu sai - Ph phm : Sn phm c khuyt tt, khng th sa cha, dng hoc bn c - Ti ch: sp c khuyt tt c sa cha p ng y/c - Kim tra li : kim tra cc sp sau khi sa cha - Th phm : sp cn dng c nhng khng t quy cch v bn vi gi thp - Tn kho chm lun chuyn v bt ng - Phn tch sai hng: xc nh nguyn nhn gy ra sai hng 2) Chi ph sai hng bn ngoi: L nhng sai hng c pht hin ra sau khi giao cho khch hng. Gm : - Sa cha cc sp bi tr li hoc cn nm hin trng - Cc khiu ni bo hnh v nhng sp c thay th khi cn bo hnh - Khiu ni, trch nhim php l - Hng b tr li - Cp xh hay cp mi trng Cc loi chi ph trn hon ton c th tnh c bng tin, c th xem l nhng loi cp hu hnh. Ngoi ra cn c cp n v hnh. Nhng loi cp ny c th x dc c th nhng cng l nhng thit hi, tht thot ca DN. Vic nhn thc v cc loi cp ny cng gip nng cao dc CL cng vicv hiu qu hot ng. l: Thi lm vic th ng Qun tr km,a ti quyt nh sai trong KD Thng tin ni b khng chnh xc kp thi Thiu thng tin bn ngoi k lm vic khng tt Mu thun ni b Khng cng bng dn ch Khch hng mt lng tin vo DN Nhng tn tht ca ngi tiu dng khi sd sp Nhng hi tic trong KD

IV. PHNG PHP 5S

1) Ni dung Phng php 5S rt c cc x nghip ca Nht Bn a chung, y l mt cch lm ht sc n gin nhng rt c tc dng huy ng con ngi, nng cao nng sut, cht lng v hiu qu. Phng php ny c th p dng cho mi hot ng, t sn xut ti dch v, vn phng. Ni dung 5S bao gm: SEIRI - Sng lc: Loi b nhng ci khng cn thit ra khi nhng ci cn thit. SEITON - Sp xp: Sp xp mi th ngn np trt t, d tm, d s dng. SEISO - Sch s: V sinh ni lm vic lun gi cho n sch s. SEIKETSU - Sn sc: Sn sc, gi gn v sinh ngn np, sch s ti ni lm vic. SHITSUKE - Sn sng (St sng) : o to mi ngi thc hin cc tiu chun, to thnh thi quen.

2) Cc bc p dng 5S
Seiri - Sng lc - Bc 1: Quan st k ni lm vic ca mnh cng vi vi ng nghip. Pht hin v xc nh nhng th khng cn thit cho cng vic.Sau vt b nhng th khng cn thit. - Bc 2: Nu khng th quyt nh ngay c mt th g cn hay khng cn cho cng vic th nh du "s hu" km theo ngy thng s hy v ring ra mt ni. - Bc 3: Sau mt thi gian, v d nh 3 thng, kim tra li xem c ai cn ci khng, nu sau 3 thng m khng c ai cn n, tc l ci khng c cn cho cng vic na. Nu khng t mnh quyt nh th hy ra mt thi hn x l. * Ch - Khi sng lc khng c qun nhng g trong ngn ko, t v trong phng. - Vic hy nhng ci khng cn thit c th bng nhng cch sau y: Bn ng nt. Giao cho cc n v khc nu h cn. Vt b. - Khi hy nhng th thuc ti sn ca c quan (cng ty), nn bo co cho

nhng ngi c thm quyn c bit. - Nn thng bo cho nhng ni cung cp nguyn vt liu, ti liu tha . - Khi quan st xung quanh tm ra nhng th khng cn thit ni lm vic, hy tm mi ni, mi ngc ngch. S l mt phn thng nu trong qu trnh , li tm ra mt vi vt c ch m lu nay khng bit u. Seiton - Sp xp - Bc 1: Khng nh mi th khng cn thit c loi b khi ni lm vic.Vic cn li l suy ngh xem ci g u l thun tin theo qui trnh lm vic, ng thi phi bo m thm m v an ton. - Bc 2: Trao i vi cc ng nghip v cch sp xp b tr trn quan im thun tin cho thao tc. Mt nguyn tc cn ch l ci g thng xuyn hay phi s dng n th phi t gn ngi s dng phi i li. Pht tho cch b tr v trao i vi ng nghip, sau th thc hin. - Bc 3: Lm sao cho cc ng nghip ca mnh u bit c l ci g, ch no, h t s dng m khng phi hi ai. Tt nht nn c mt danh mc cc vt dng v ni lu tr. - Bc 4: p dng nguyn tc ny ch r ni t bnh cu ha v nhng ch dn cn thit khc. * Ch : + Mc ch ca Seiton -sp xp l lm cho ni lm vic c an ton, hiu qu khi lm vic. V vy, nhng vt nh rm, mn che du nhng vt dng pha sau l khng cn thit. + C c tiu chun mc ti thiu v ti a lu gi ti liu, vt liu th cng tt. Seiso -Sch s C mi quan h rt mt thit gia cht lng sn phm v s sch s ni lm vic v ch to sn phm. Nh vy Seiso -sch s phi c thc hin hng ngy, i khi l trong sut c ngy. Sau y l vi gi v Seiso: - ng i ti lc d bn mi lm v sinh. Hy qut dn, v sinh ni lm vic, k c my mc thit b, dng c, c... mt cch thng xuyn lm cho nhng th trn khng cn c hi d bn. - Ginh 3 pht mi ngay lm Seiso. - Mi ngi c trch nhim vi mi trng xung quanh ni lm vic. Nhng ngi lm v sinh chuyn nghip ch chu trch nhim nhng

ni cng cng. Nu mun lm vic trong mt mi trng v sinh, an ton, tt nht hy to ra mi trng . - ng bao gi vt b, khc nh, to thnh thi quen. - V sinh dn dp cng l mt hnh ng kim tra. iu ny cng rt quan trng i vi cc nh my, cng xng. - Nu thy ng th hy bt u t ngy hm nay. * Ch : Ngoi 3 pht hng ngy lm Seiso, nn c thi gian lm Seiso trong tun, trong thng. Ci li do Seiso mang li s ln hn nhiu ln thi gian b ra. Seiketsu -Sn sc khng lng ph nhng n lc b ra, khng nn dng li khi thc hin c 3S. Sau y l nhng gi cho Seiketsu: - To ra h thng nhm duy tr s sch s, ngn np ni lm vic; cn c lch lm v sinh. - Phong tro thi ua gia cc phng ban, phn xng cng rt quan trng v c hiu qu trong vic li ko, cun ht mi ngi tham gia 5S. * Ch : + Cn nu r tn ngi chu trch nhim v ni lm vic hay my mc. + Kim tra v nh gi thng xuyn do thnh vin t (nhm, i) 5S ca n v thc hin.

+ ng tm ch xu, km ph bnh m phi ch tm ra ci hay, ci tt khen thng, ng vin. Shitsuke -Sn sng Cn pi lm cho mi ngi thc hin 4S ni trn mt cch t gic nh mt thi quen hay l sng. Khng c cch no thc p thc hin 5S hn l thng xuyn thc hnh n cho ti khi mi ngi u yu 5S. Cn to ra khng kh lnh mnh mi ngi thy khng th thiu 5S, mun vy cn phi ch : - Coi ni lm vic l ngi nh th hai ca mnh. - Nu ta mong mun v thng xuyn lm cho ngi nh ca mnh sch s, v sinh, ngn np, ti sao li khng c gng lm cho ni lm vic sch

s, thoi mi, d chu nh nh. * Ch : thc hin 5S trong cng ty, ngi ph trch phi l tm gng v 5S mi ngi noi theo. Nht Bn, vic qut dn nh xng do cng nhn lm ch khng phi nhng ngi lao ng chuyn trch. Cng ty Sanyo ca Nht Bn l mt tm gng trong vic ny: khi cng ty Sonyo mua li mt cng ty M l Varvic ang trong tnh trng ph sn th mt trong nhng bc u tin m lnh o mi ca cng ty bt tay vo lm l qut dn x nghip. Nh , khng nhng x nghip c mt b mt sng sa hn m cn gim c nng bi trong khng kh m trc y thng gy ra trc trc trong my mc thit b, lm bn cc mch tip xc trong cc s in t ca sn phm. Ngoi ra khi sn nh c lau chi sch s th c g ri vi trn sn u nhn thy ngay v ngi cng nhn t ng nht n ln. C th ch l mt vic lm nh nht nhng n lm cho thi lm vic ngy cng tt ln.

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