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Chng 6: CNG C NH LNG TRONG QUN TR CHT LNG

MC TIU
Sau khi hc xong chng ny, bn s t c:
Hiu c nguyn tc trong by cng c cht lng c v chp nhn ly mu kim tra
CNG C KIM SOT THNG K CA CHT LNG
Nhiu ni dung ca phn ny c th c m t l c lin quan vi cc bin th, tc l cch
"s vic" khc nhau. Mi lin h gia bin th v cht lng rt d dng nh gi cao.
Cht lng (dch v v / hoc sn phm) l rt quan tm n cc vn nh tin cy,
nht qun v tnh d on trc. Do , c cc kt ni mnh m gia cc khi nim v cht
lng cao v bin th thp. Bin th l k th ca cht lng. Bin th l nhng g cng ty
dnh nhiu thi gian v tin bc ang c gng thot khi. V vy, cch thc c yu
cu phi hiu nhng g gy ra s thay i, gim thiu n v, do , nng cao cht lng.
Trong phn ny, bn s c gii thiu n mt s cc cng c c sn c s dng
nhn bit, nh gi v lm gim s thay i. Vi by cng c c ny v chp nhn ly mu
kim tra s c xem xt. Nhng cng c ny cho vic kim sot thng k v cht lng c
th c p dng cho chin lc kinh doanh tng th v h thng ton cng ty nh nhn
s, o to, thu mua. Php l v cc vn ti chnh v nh vy, cng nh quy trnh sn
xut. Bn s hc c ni p dng nhng cng c ny trong gii quyt vn , v
nhng im mnh v im yu ca mi cng c.
Cn lu , tuy nhin, nhng cng c ny khng phi l hon ho v khng hon ho tn ti.
V d, biu nhn qu, mc d rt hu ch, c th tr nn rt phc tp v kh gii m.
Bng kim tra yu cu u vo d liu tht ti lc bt u, trong khi nhng li trn nhng
biu (plotting histogram) c th dn ti d liu khng chnh xc
SEVEN OLD TOOLS OF QUALITY
By cng c cht lng c ngh bi Tin s Ishikawa
1. Pareto charts
2. Cause and effect diagrams
3. Check sheets
4. Histograms

5. Scatter diagrams
6. Stratification
7. Graphs and control charts
y c gi l by cng c cht lng "c"
i vi Ishikawa, tr phi mt ngi c hun luyn s dng tt c chng n gin v
c bn by cng c, ngi khng th k vng lm ch (thnh tho) nhng phng
php kh hn. Ishikawa ni rng, t kinh nghim ca ng, 95 phn trm ca tt c cc vn
trong mt t chc c th c gii quyt bng phng tin l by cng c cht lng
PARETO CHARTS / Biu Pareto
Nguyn tc Pareto c quan st bi Joseph Juran trong cui thp nin 1940, khi ng
thy rng 80 phn trm cc hiu ng kt qu t ch 20 phn trm mt nguyn nhn.
Mt biu Pareto gii quyt d kin bng s. N c s dng hin th tm quan trng
tng i ca mt tp cc php o. Cc biu Pareto cho thy s ng gp ca mi mc
lin quan n tng hiu qu theo s th t quan trng. Hnh ch nht c s dng
hin th ng gp tng i ca mi mc.
Biu Pareto l mt k thut ha n gin cho cc mc xp hng hoc d liu t cc
tn s ln nht n nh nht. l, c hiu lc, mt biu ca d liu, vi s xut hin
ln nht c t pha bn tay tri ca biu , t nht pha bn tay phi, v nhng
ngi khc th t gim dn t tri sang phi.
Mt dng tn s tch ly c v trn biu cho bit nhng ng gp tch ly ca cc
mc. iu ny cho php d dng nhn dng cc nguyn nhn ca 80 phn trm trn cng
ca vn , cc quy tc 80/20.
CASE STUDY
Plastic extrusion problems (Vn nha p)
Mt cng ty sn xut nha, trong qu trnh sn xut, tm thy mt s vn vi mt sn
phm. Cc vn c lit k trong bng sau v xp hng theo th t s khim khuyt.
Items

Defect

No. of defects

Cumulative %

Cracks

250

49

Surface scares

150

74

Incomplete extrusion

125

85

Deformation

100

95

Others

50

100

Trong s ngc li, nu bn i theo lut 80/20 ngha en, v v mt dng pha trn t 80
n nh du phn trm dng tch ly v sau v c c c t . Bng cch chn tt c cc
ct m thc t l hon ton hoc bn tri ca dng ny, bn c th thy rng 80 phn trm
trong nhng vn c nu cc mc A, B v C. y l cc khu vc nn c d kin
s n lc t c nhng ci thin.
Pareto chart (picture page 104)
thu hp vn , vn quan trng nht - cc vt nt - c th c tip tc chia thnh
cc khu vc khc iu tra, v mt biu Pareto hn na c th c thit lp
Cc im sau y cn c lu trong vic gii thch v s dng s Pareto:
-

Lun lun bt u vi cc vn m s mang li li ch tt nht nu c gii quyt

S dng cc cng c gii quyt cc vn khc, chng hn nh biu nhn qu

Chun b cc biu Pareto trong khong thi gian quy nh v thi gian, hoc k
k ton, v tip tc theo di chng.

Nu cc li thng gp nht hoc tn tht bt ng gim, iu ny cho thy rng mt


trong hai n lc ci tin thnh cng hoc qu trnh hoc cc yu t khc bt
ng thay i ngay c khi khng c g c thc hin v h.

Nu cc khuyt tt khc nhau gim tn tht trong mt khong cch thng nht, iu
ny cho thy vic iu khin c ci thin.

Nu cc li thng gp nht mt hoc cc thay i mi thng (hoc bt k khong


thi gian c s dng), nhng khuyt tt hoc t l tng th khng lm gim
nhiu, iu ny cho thy s thiu kim sot. Ni cch khc, biu Pareto l khng
n nh.

Biu Pareto l mt cng c n gin nhng v cng hu ch. V l do ny, n nn c


s dng rng ri, trong mi tnh hung c th.
HOT NG 22
Sau khi hon tt hot ng ny, hy vo phn thng tin phn hi

Hot ng ny lin quan n cc thng tin sau y v mt cuc kho st c thc hin
bi mt cng ty bn hng trc tuyn. iu tra cho thy d liu sau y lin quan n mt
lot cc khiu ni ca khch hang
Khch hng khiu ni:
A. Khng nhn c hng ho c cung cp
B. Khng th t hng trc tuyn cho cc vn vi trang web ca cng ty
C. Ht hng
D. Nhn sai hang
E. Khng nhn c hng trong vng thi gian quy nh
F. nhn c hng ho b li
Fault

No. of times

150

150

75

125

75

25

Cumulative

1. Hon thnh bng trn bng cch tnh ton t l phn trm v tch ly t l
2. S dng d liu trn, biu chm Pareto. Xc nh nguyn nhn ca 80 phn
trm trn cng ca vn , theo quy lut 80/20.
BI U NHN QU
S nhn qu thng c gi l xng c hay biu Ishikawa. y l loi biu cho
php phn tch v giao tip ca cc mi quan h nhn qu bng cch di chuyn t cc du
hiu n nguyn nh n v gii php
S ny c s dng thng qua vic t duy v hin th cc mi quan h gia mt tc
dng nht nh v nguyn nhn tim nng ca n. Cc nguyn nhn nhiu tim nng c
t chc thnh t bn n su loi, tt c cc im to thnh ng ngang chnh lin kt vi
cc hiu ng. Nhng nhnh ch n cc loi ny chnh l ngi ng gp cho h, v c th
c chia thnh cc cp, nh th hin trong biu

S nguyn nhn v kt qu c th c s dng cho bt k trong t chc no. l ch


c mt trong by cng c c hn so vi cc cng c khc c th x l d liu khng phi l
s. Mt hn ch ca mt s nhn qu l n c th tr nn rt phc tp.
CASE STUDY
Sau y minh ha cch biu nhn qu c s dng trong bnh vin:
Mt bnh vin ln quan tm n di ca thi gian cn thit mt bnh nhn nhp
vin t khi vo bnh vin cp cu n mt bnh nhn ni tr. S chm tr xut hin xy ra
do ging bnh khng c sn. Vn c gii quyt bi mt nhm ngi to ra mt
biu nhn qu. H xc nh bn loi nguyn nhn gp phn gii thch cho vic khng c
gi ng cho bnh nhn:

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