Professional Documents
Culture Documents
1. Biu Pareto
2 Cc vt m 149 0.37
4 B r 65 0.16
5 ng tm 47 0.12
80
300
Phn trm
60
200
40
100
20
0 0
Dng khuyt tt
tm
c B r
ong g t
m
c v h th gs n
C i k c son
Sa
Count 149 85 65 58 47
Percent 36.9 21.0 16.1 14.4 11.6
Cum % 36.9 57.9 74.0 88.4 100.0
0.8 80
T l khuyt tt
Phn trm
0.6 60
0.4 40
0.2 20
0.0 0
Dng khuyt tt c ng m
tm B
r
so t
th ng
cv ch ng
C ik so
Sa D
Count 0.3688 0.2104 0.1609 0.1436 0.1163
Percent 36.9 21.0 16.1 14.4 11.6
Cum % 36.9 57.9 74.0 88.4 100.0
Hnh 3: Biu Pareto tnh theo s lng sai li trong sn phm dch v
S lng khuyt tt
120 100
100
Phn trm
80
80
60
60
40 40
20 20
0 0
Dng sai li s c t r c s
h tl kh h
h m an l
n t ch qu
nh x
p s s cc
nh
ti h l h c tr
lc n t u
ng y th gq
t ro hu n inh n
nc gia ts tro
v u i h
i p L Th i p pv
gh L i
i n gh
L in
L
Count 29 27 25 17 16
Percent 25.4 23.7 21.9 14.9 14.0
Cum % 25.4 49.1 71.1 86.0 100.0
X (cm) 5 6 5 6 10 5 7 8 9 10 7 9
Y (m) 28 28 24 30 60 30 32 42 43 49 33 38
X (cm) 8 6 5 7 9 10 5 9 8 6 5 8
Y (m) 37 32 29 33 37 47 27 46 43 32 31 41
X 8 9 10 7 9 11 13 9 8 11 12 10
Y 463 442 437 460 457 431 429 435 457 439 441 440
X 9 11 13 10 7 11 12 10 9 7 12 8
Y 452 435 426 436 470 431 429 439 444 468 428 460
Xi Yi Xi Yi
80 110 83 113
82 111 85 109
79 102 75 102
60 87 64 85
65 92 66 117
92 112 91 111
90 110 89 109
81 100 87 103
70 81 88 87
68 92 63 94
65 95 61 99
3. Biu nhn qu
Yu cu ca bi ton: Ci tin cht lng khng th lit k y cc phng
php i n kt qu mong mun. C lc chng ta cng thng a ra c nhng gii
php c lp v t c nhng thnh qu nht nh. Thm ch nhiu lc chng ta cng
khng nm r quan h nhn qu ca cc yu t cht lng dn n cc bin ng. Nm
1953, Gio s ngi Nht Kaoru Ishikawa khi qut quan im, kin ca cc k s
ti mt nh my ng tu di dng mt biu nhn qu. Biu ny chng minh
c s hu ch v sm ph bin rng ri ti nhiu cng ty Nht Bn v ngy nay
c p dng ti nhiu ni trn ton th gii. Biu nhn qu hay biu Ishikawa hay
s xng c l mt cng c hu hiu gip nh qun l lit k cc nguyn nhn gy
nn bin ng cht lng. y l mt cng c gip t chc a ra nhng nhn nh nhm
tm ra nguyn nhn gc r ca vn t mt hin tng quan st thy hoc xy ra.
Biu nhn qu cn minh ha cho mi quan h nhn qu gia cc nguyn nhn khc
nhau c xc nh vi tc ng hoc hin tng c quan st thy.
ng dng ca s nhn qu trong hot ng kim sot cht lng bao gm duy
tr s n nh ca qu trnh, nh r nhng nguyn nhn no cn c tin hnh trc
tin, tc dng tch cc trong o to - hun luyn nhn vin, th hin s hiu bit vn
ca c tp th trong sn xut iu hnh, xut nhanh chng cc gii php ci tin khi c
yu cu. Biu xng c (biu nhn qu) c s dng phn tch cc mi quan
h nhn qu, Qua to iu kin thun li gii quyt vn t nguyn nhn n gii
php. y l cng c c bit quan trng khi phn tch ci tin cht lng, thc hin hnh
ng khc phc phng nga. Biu nhn qu l mt cng c c s dng suy ngh
v trnh by mi quan h gia mt kt qu cho (v d s bin ng trong mt c
trng cht lng) v nguyn nhn tim tng ca n. Nhiu nguyn nhn tim tng ghp
li thnh hng mc chnh v hng mc ph trnh by ging nh mt xng c. V vy
biu ny cn c gi l biu xng c. Biu ny thng c xy dng theo
nhm, nhng cng c xy dng cho c nhn c hiu bit v kinh nghim v qu trnh
thch hp.
Nguyn liu My mc
Loi my khng ph hp
Sai kch thc
H khun
H hng, tray xt
Ch bo tr khun my
Khng ph hp chng loi
g
Kch thc
Tay ngh cng nhn Cch thc hin cng vic
thc lm vic
Cch thc t chc
Vai tr gim st ca qun l
Mn chy
Lc lp
Mn ci
Tc dp
Ch bo tr khun
Khon m khun
Cch ct gi khun
My mc
Bo tr khun
Cch thc g
Bo tr my
Bo tr nh k
Loi g
Mi trng lm vic
Bi tp 1: V biu nhn qu lin quan n Kt qu hc tp ca ton lp m
Anh/Ch ang theo hc.
Bi tp 2: V biu nhn qu lin quan n An ton khi giao thng trn ng
ph.
4. Trng s ca cc yu t nh hng cht lng
Yu cu ca bi ton: Cc yu t c tc ng khng ng u n cht lng ca
sn phm hay h thng. Do vy cn tnh ra c mc quan trng ca tng yu t nh
hng n cht lng. Mc quan trng ca tng yu t nh hng n cht lng l
trng s.
Cch thc tin hnh xc nh trng s ca tng yu t nh hng cht lng mt
sn phm hay h thng nh sau:
STT Cc yu t S ln lp li
1 Yu t gn lin vi qun tr 71
2 Yu t gn lin vi bn hng 22
3 Yu t gn lin vi tip xc khch hng 60
4 Yu t gn lin vi sn xut 50
5 Yu t gn lin vi nhn s 45
(Ngun tham kho d liu: Qun tr cht lng, Nguyn Quang Ton v cc tc gi,
H M Bn cng Tp.HCM, 1992, trang 8).
Bi gii
pi
vi n
Cng thc tnh trng s:
P
i 1
i
Bi tp 2: Tnh trng s
Mc nh gi u tin
Cc yu t
STT ca 10 chuyn gia th .
nh hng
1 2 3 4 5 6 7 8 9 10
1 A 3 1 2 1 1 2 1 2 1 1
2 B 4 2 1 1 2 1 1 1 2 1
3 C 5 4 5 2 3 2 4 3 4 2
4 D 3 4 5 4 2 5 5 1 3 5
5 E 1 2 2 2 1 4 3 4 3 4
6 F 2 3 3 3 2 1 2 5 1 2
Quy i im:
Trng s
3 5 4 5 5 4 5 4 5 5 45 0.2163 A
2 4 5 5 4 5 5 5 4 5 44 0.2115 B
1 2 1 4 3 4 2 3 2 4 26 0.1250 C
3 2 1 2 4 1 1 5 3 1 23 0.1106 D
5 4 4 4 5 2 3 2 3 2 34 0.1635 E
4 3 3 3 4 5 4 1 5 4 36 0.1731 F
208 1.0000
Khng quy i
Trng s
3 1 2 1 1 2 1 2 1 1 15 0.0987 A
4 2 1 1 2 1 1 1 2 1 16 0.1053 B
5 4 5 2 3 2 4 3 4 2 34 0.2237 C
3 4 5 4 2 5 5 1 3 5 37 0.2434 D
1 2 2 2 1 4 3 4 3 4 26 0.1711 E
2 3 3 3 2 1 2 5 1 2 24 0.1579 F
152 1.0000
c v i i
MQ i 1
n
C oi vi
i 1
Yu t 1 Yu t 2 Yu t 3 Yu t 4 Yu t 5
V1 = 0,2863 V2 = 0,0887 V3 = 0,2419 V4 = 0,2016 V5 = 0,1815
Cng ty 1 C1 = 7 C2 = 6 C3 = 9 C4 =7 C5 = 6
Cng ty 2 8 5 8 7 8
Cng ty 3 6 7 7 8 7
Cng ty 4 7 6 7 7 9
Cng ty 5 8 7 6 6 7
Cng ty 6 5 8 8 6 7
(Ngun tham kho d liu: Qun tr cht lng, Nguyn Quang Ton v cc tc gi,
H M Bn cng Tp.HCM, 1992, trang 9).
Hng dn gii bi tp 1:
Mc cht lng ca Cng ty 1 MQ1 l:
Tng t tnh MQ2, MQ3, MQ4, MQ5, MQ6. Xp hng cht lng ty theo kt qu ca tng
MQ (MQi cng ln cht lng cng cao).
Trng s Yu t 1 Yu t 2 Yu t 3 Yu t 4 Yu t 5
Cty 1 7 6 9 7 6
Cty 2 8 5 8 7 8
Cty 3 6 7 7 8 7
Cty 4 7 6 7 7 9
Cty 5 8 7 6 6 7
Cty 6 5 8 8 6 7
Xem = 10
T s Mc cht lng
Mc cht lng ca tng Cng ty 1
(7x0.2863)+(6x0.0887)+(9x0.2419)+(7x0.2016)+(6x0.1815)/10x1 7.2136 0.7214 Cty 1
05 khch sn A,B,C,D,E thuc Tng cng ty khch sn Ngn sao v doanh thu ca khch
sn A l 150 t ng/nm, khch sn B l 85 t ng/nm, khch sn C l 190 t
ng/nm, khch sn D l 110 t ng/nm, khch sn E l 215 t ng/nm.
1. Tnh mc cht lng MQ ca 05 khch sn ?
2. Xp hng cht lng ca 05 khch sn t thp n cao ?
3. Tnh mc cht lng ca Tng cng ty khch sn Ngn sao ny ?
(Ngun tham kho d liu: Qun tr cht lng, Nguyn Quang Ton v cc tc gi,
H M Bn cng Tp.HCM, 1992, trang 6).
Gii bi tp 2
Trng hp 1 (im 1: Quan trng nht - im 5: t quan trng nht)
Quy i im nh sau:
Trng s A B C D E
2.5 2 3 1 3 4
2.0 3 2 2 1 2
2.5 2 1 3 2 1
1.0 1 3 2 3 3
1.5 3 2 2 2 2
20.0
Mc cht lng KS A =
(2x2.5)+(3x2.0)+(2x2.0)+(2x2.5)+(1x1.0)+(3x1.5)+(3x3.0)+(2x2.5)+(1x1.0)+(3x1.5)/5x20
Khng cn quy i
Trng s A B C D E
2.5 4 3 5 3 2
2.0 3 4 4 5 4
2.0 4 4 3 4 5
2.5 4 3 4 4 3
1.5 5 4 4 3 4
1.5 3 4 4 3 3
3.0 3 4 3 5 5
2.5 4 5 3 4 5
1.0 5 3 4 3 3
1.5 3 4 4 4 4
Trng s
1.0000
Trng hp 1:
(0.4100x0.2000)+(0.4350x0.1133)+(0.4500x0.2533)+(0.4150x0.1467)+(0.4250x0.2867)/1x1 =
0.1160
Trng hp 2:
(0.7450x0.2000)+(0.7650x0.1133)+(0.7500x0.2533)+(0.7850x0.1467)+(0.7550x0.2867)/1x1 =
0.7570
Tnh h s phn hng cht lng theo mc tiu cho mt sn phm hoc mt n v
kinh doanh Kph
n1, n2, n3: S lng sn phm loi 1,2,3 theo kt qu thc hin c.
n1 g1 n2 g 2 n3 g 3 G1
K ph vi 0Kph1
(n1 n2 n3 ) g1 G2
n1 n2 n3
250 100 50
g1 g2 g3
100 80 50
n1 n2 n3
290 80 30
g1 g2 g3
110 70 40
n1 n2 n3
270 90 40
g1 g2 g3
110 70 40
6.2.1 Tnh h s phn hng cht lng theo kt qu thc hin cho mt sn phm
hoc mt n v kinh doanh khi c t l ph phm x% - Ktt
K tt K ph (1 x) vi 0Ktt1
6
Bi tp 47: Trng hp tnh n ph phm v c lng hiu qu cht lng theo
h s phn hng cht lng
n1 n2 n3 x (ph phm)
250 100 30 20
g1 g2 G3
100 80 50
20
x' 0,05 00
400
K tt' K ph
'
(1 x ' ) 0,9079(1 0,05) 0,8625
n1 n2 n3 x (ph phm)
290 70 10 20
g1 g2 g3
110 70 40
20
x 0,0513
390
K tt3 K ph3 (1 x) 0,9140(1 0,0513) 0,8671
K tt 0,8671
E ph3 1,0053 > 1: t mc tiu cht lng ra
K tt' 0,8625
n1 n2 n3 x (ph phm)
270 70 30 30
g1 g2 g3
110 70 40
30
x 0,0750
400
K tt 0,8136
E ph4 0,9433 < 1: Cha t mc tiu cht lng ra
K tt' 0,8625
6.4 Tnh h s phn hng cht lng cho n sn phm hoc cho ton doanh nghip
6.4.1 Tnh h s phn hng cht lng cho n sn phm trong mt doanh nghip
n
K tt K tt j j
j 1
Lu : Bi ton ny cng c p dng tnh ton h s phn hng cht lng cho
trng hp mt Tng cng ty gm nhiu cng ty cu thnh. Phng php tnh trung bnh
c trng s c vn dng tng t nh mi cng ty l mt sn phm.
Bi tp 48: Tnh h s phn hng cht lng cho mt doanh nghip sn xut vi 03 sn
phm theo kt qu nhn c trong 01 thng nh sau:
1 0,9230 520
2 0,9020 490
3 0,9150 650
1 0,9105 540
2 0,8654 470
3 0,8925 660
Bi gii
1 520 0,3132
2 490 0,2952
3 650 0,3916
1 540 0,3234
2 470 0,2814
3 660 0,3952