Professional Documents
Culture Documents
Muc tieu
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Noi dung
https://sites.google.com/site/eclassdrtriet/home/bai-giang-
quan-tri-doanh-nghiep
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anh gia
Chng 1
3
Mot so khai niem chat lng
I. Chat lng
II. Gia tr s dung cua san pham
III. Chat lng toi u cua san pham
IV. Trnh o chat lng, chat lng toan phan
V. Chi ph chat lng
I. Chat lng
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Chat lng
Chat lng
ISO 8402:1994
10
5
San pham
Ket qua cua cac hoat ong hoac cac qua trnh
11
12
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Chat lng
ISO 9000:2005
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Chat lng
14
7
S thoa man nhu cau
Qui tac 3P
Perfectibility Performance
Tnh nang ky thuat
Price
Gia thoa man nhu cau
Punctuality
Thi iem cung cap
15
8
o lech chat lng
17
18
9
Chi ph an SCP
Rejects
Regrets Rework
5R
Recall Return
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Giam chi ph n v
10
Qua trnh hnh thanh chat lng
Th trng Nghien cu
Th trng
Thiet ke Chuan b San xuat
Nghien cu
san xuat
S dung
22
11
Yeu to anh hng en chat lng
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Qui tac 4M
24
12
anh gia chat lng
He so chat lng
He so mc chat lng
He so phan hang
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He so chat lng
cv
i 1
i i
Ka n
v
i 1
i
26
13
anh gia chat lng
He so mc chat lng
n
K c v i i
K ma a i 1
n
K oa
c
i 1
v
oi i
27
He so mc chat lng
n
ci
i 1 c oi
vi
K ma n
i 1
vi
SCP 1 K ma
28
14
anh gia chat lng
He so mc chat lng
s
K mas K ma j j
j 1
Gj
Trong o: j s SCPs 1 K ma s
Gj 1
j
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SCP 1 K ph
30
15
anh gia chat lng
He so phan hang
K tt K ph 1 x
nx
x
n1 n2 n3 nx
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n1g1 n2 g2 n3 g3
Ktt
n1 n2 n3 nx g1
SCP 1 K tt
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16
anh gia chat lng
He so phan hang
s
K phs K ph j j SCPs 1 K ph s
j 1
s
K tt s K tt j j SCPs 1 Ktt s
j 1
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P.A Samuelson
34
17
Gia tr s dung cua san pham
He so hu dung tng oi
= 1 2 (1 - )
35
He so tng quan
NG
1
LG
36
18
Gia tr s dung cua san pham
He so s dung ky thuat
PS
2
PT
37
He so s dung ky thuat
2 = 1 -
P T PS
PT
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19
Gia tr s dung cua san pham
He so hao mon
Gt
1 T
G 0 1 R
39
= 1 2 (1 - ) SCP 1
s
s j j SCPs 1 s
j 1
40
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III. Chat lng toi u cua san pham
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Chi ph
GSD GSX
G0
Q0 Chat lng
42
21
Chat lng toi u cua san pham
Chi ph G
GSD
Chat lng
43
Chi ph b
a
0 Q1 Q2 Q3 Chat lng
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IV. Trnh o chat lng
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Lnc
TC
Gnc
23
Chat lng toan phan
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Hs
QT
Gnctt
Lnctt
QT
Gnctt
48
24
He so hieu qua s dung san pham
QT
TC
SCP 1
49
50
25
Chi ph chat lng
Chi ph Chi ph
phu hp khong
phu hp
51
Chi ph
chat Chi ph anh gia, kiem tra
lng
52
26
Chi ph chat lng
Chi ph
Chi ph
sai hong Chi ph kiem tra, anh gia
Chat lng
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C n 2
54
27
Quan ly chat lng
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Total
Quality Quality Total Quality
Inspection Quality
Control Assurance Management
Control
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II. Mot so bai hoc kinh nghiem
57
ISO 9000:2005
58
29
Quan ly chat lng
Cai tien chat
lng
Chnh sach
chat lng
Kiem soat
chat lng 59
Qui tac 3P
Perfectibility Performance
Tnh nang ky thuat
Price
Gia thoa man nhu cau
Punctuality
Thi iem cung cap
60
30
Muc tieu cua quan ly chat lng
S dung
62
31
IV. Cac nguyen tac cua QLCL
1. Hng vao khach hang
2. S lanh ao
3. S tham gia cua moi ngi
4. Cach tiep can theo qua trnh
5. Cach tiep can theo he thong
6. Cai tien lien tuc
7. Quyet nh da tren s kien
8. Hp tac co li vi nha cung ng
63
64
32
VI. anh gia he thong QLCL
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66
33
Bang chuan quan ly chat lng
Chac chan
Khon ngoan
Nhan thc
Thc tnh
34
S bien ong cua qua trnh
m
1 n m
K Qi k ij K Qi k ij
j 1 n i 1 j1
n
(K Q i K Q i ) 2
2 i 1
n 69
Chng 3
Ky thuat
quan ly chat lng
70
35
Ky thuat quan ly chat lng
71
72
36
Kiem soat qua trnh bang thong ke
Xac nh c van e
37
1. Phieu kiem tra
Bek ma ekt ta d
le.
75
76
38
Phieu kiem tra v tr khuyet tat
Ngay thang:
Ten san pham:
Nhan xet:
..
77
XX XXX X
B OXX OOOX OOOO OOOX OOOO OOOO OOOO OOOX OOXX OOOO OOX OOOO
O OOX
OX
O: Vet xc be mat X: Cac vet nt ran : Cac dang khuyet tat khac
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: Cha hoan chnh : Sai hnh dang
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2. Bieu o Pareto
Mc c:
79
Nguyen ly 80/20
20
80
80
20
80
40
Bieu o Pareto
S 100.0%
100.0% %
kyet 250 91.8% kyet
82.9%
tat 200 80.0% tat
72.1%
57.9% 60.0%
150
87 40.0%
100 75
31.1%
50 40 20.0%
30 25 23
0 0.0%
A B C D E F
Dan kyet tat
81
41
3. S o nhan qua
Mc c:
83
S o nhan qua
Chat lng
84
42
S o nhan qua
Mc c:
an a t n qan a a ye t
Tac n a va ekkekm at a ra
86
43
Bieu o phan tan
X
87
A B C
88
D E
44
5. Lu o
Mc c:
89
Ky hieu
Hoat ong
Quyet nh
Ton kho
Lu chuyen
90
45
Lu o photocopy tai lieu
Co Ket
thuc
91
6. Bieu o phan bo
Mc c:
Xem et tan at en ca mt en t n.
92
46
Bieu o phan bo
Tan so
Gia tr o
93
Bieu o phan bo
94
47
7. Bieu o kiem soat
Mc c:
Kekm at qa trrn tn qa an a ben
n ca d le
95
96
48
Phan loai bieu o kiem soat
97
98
49
Phan loai bieu o kiem soat
99
So o
GHT
GTTB
GHD
1 2 3 4 5 6 7 8 Mau
100
50
Bieu o X
101
Bieu o R
102
51
Bieu o kiem soat
103
Cac he so thong ke
n A2 D3 D4
2 1.880 - 3.267
3 1.023 - 2.575
4 0.729 - 2.282
5 0.577 - 2.115
6 0.483 - 2.004
7 0.419 0.076 1.924
8 0.373 0.136 1.864
9 0.337 0.184 1.816
10 0.308 0.223 1.777
104
52
Bieu o kiem soat
1
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
105
5.5
5
4.5
4
3.5
3
2.5
2
1.5
1
1 2 3 4 5 6 7 8 9 1 11 1 1 1 15
106
53
Bieu o kiem soat
5.5
5
4.5
4
3.5
3
2.5
2
1.5
1
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
107
5.5
5
4.5
4
3.5
3
2.5
2
1.5
1
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
108
54
Nhom chat lng
Quality Circle
109
110
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Hoat ong
a ra cac van e
111
112
56
Muc tieu
113
Nhng van e lu y
114
57
5S
115
5S
116
58
Li ch
117
Muc tieu
118
59
ieu kien thc hien
119
120
60
Tan cong nao
121
122
61
Tao lap moi trng tan cong nao
123
124
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Nguyen tac tan cong nao
125
126
63
Lap chuan oi sanh
Benchmarking
127
Benchmarking
128
64
Tac dung
129
65
Cach thc giai quyet van e chat
lng
Xac nh
van e
Quan
Ket luan
sat
Hanh
Kiem tra
ong
131
Chng 4
66
Hetn qan ly cat l n
ISO 9000
1. ISO 9000 la g?
2. Cac yeu cau
3. Quan iem quan ly
4. Ap dung
133
134
67
Tkc c ISO
The International Organization for Standardization
135
Qa trrn rn ta
n vaat trekn
ca ISO 9000
136
68
Mt van ecan l y
137
HTQLCL HTQLCL
CAC YEU CAU HNG DAN CAI TIEN
ISO 9001:2000 ISO 9004:2000
138
69
Cu trc b tiu chun ISO 9000
139
140
70
2. Cac e kan ca ISO 9001
1. Pham vi
2. Tieu chuan trch dan
3. Thuat ng va nh ngha
4. He thong QLCL
5. Trach nhiem cua lanh ao
6. Quan ly nguon lc
7. Tao san pham
8. o lng, phan tch va cai tien
141
Ye ca ca ISO 9001
142
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4. Hetn qan ly cat l n
143
Ye ca cn ca HTQLCL
144
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5. Trac nem ca lan a
145
6. Qan ly nn l c
Nguon nhan lc
C s ha tang
Moi trng lam viec
146
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7. Ta an akm
147
8. l
n, an tc vaca ten
148
74
3. Qan ekm qan ly ca ISO 9000
149
To chc
Li ch
Khach
Xa hoi hang
150
75
Cac b c trekn ka ISO 9000
151
152
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Cac b c trekn ka ISO 9000
Plan Do
Act Check
153
n gian, ro rang
De hieu, de ap dung
Phu hp tnh hnh thc te cua to chc
c cap nhat thng xuyen
ap ng c cac yeu cau cua tieu chuan.
154
77
Cac van ban bat bc
155
156
78
Mt nan t c a veISO 9000
157
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