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Ebook.VCU www.ebookvcu.com Qun tr cht lng Chng 1: cht lng v qun tr cht lng 1.

.1 cht lng sn phm 1.1.1 Sn phm Khi nim sn phm, sn phm mi Cc thuc tnh ca sn phm Tnh hu dng ca sn phm 1.1.2 mt s quan im v cht lng sn phm 1> quan im cht lng da trn sn phm Phn nh s lng cc cc thuc tnh tn ti trong sn phm Quan tm n cc c trng k thut Mc cht lng v gi ph thuc vo c tnh sn phm V d: - Chic xe ln, c nhiu linh kin hn s c cht lng cao hn Cht lng s cao hn nu sn phm cha mt vi thnh phn qu (thc phm) / Sn phm t tp cht Khng cp n s ph hp vi thch v khu v ring bit ca ngi tiu dng 2> quan im cht lng da trn sn xut Nu bt vn cng ngh hay cht lng l trnh cao nht m mt sn phm c sn xut Tn trng tiu chun a ra khi sn xut Hng tp trung vo gii quyt cc yu t ni b, bn trong khng tnh n s chp nhn ca khch hng 3> quan im cht lng hng ti ngi tiu dng Cht lng ph thuc vo s chp nhn ca ngi mua Ch trng n cc yu cu ca ngi s dng sn phm Mc ch chnh l tho mn khch hng bn trong v bn ngoi Hng tp trung nghin cu gi tr khch hng Ct gim cc lng ph : ph phm, hng hc, cht thi, thi gian... Nhng khi nim v cht lng Cht lng l tng th nhng tnh cht, thuc tnh c bn ca s vt (s vic) lm cho s vt ny phn bit vi s vt khc (t in ting Vit ph thng) Cht lng l kh nng ca mt sn phm hay dch v tho mn nhu cu ngi tiu dng (Tiu chun Php) Cht lng l s tho mn nhu cu th trng vi chi ph thp nht (Ishikawa) Cht lng l s ph hp vi nhu cu (Juran) Cht lng l s ph hp vi nhng yu cu ra (Crosby) Cht lng l tp hp nhng c tnh ca mt thc th (i tng, to cho thc th (i tng) kh nng tho mn nhng nhu cu nu hoc tim n (ISO-8402-1994) Nhng nhn thc sai lm v cht lng Cht lng l ci g tt p nht, hon ho nht Cht lng l khi nim tru tng, khng th nm bt c Lm cht lng s rt tn km Cng nhn l ngi chu trch nhim v cht lng Cht lng bt ngun t ngnh ph trch cht lng Quan im mi v cht lng Khng phi l chun mc Thay i theo thi gian Mang tnh ch quan

Ebook.VCU www.ebookvcu.com Khng ng ngha vi s hon ho 1.1.3 Ca/c c im ca cht lng Cht lng ch c th hin v a/nh gia/ y tho^ng qua tie^u du`ng Cht lng l mt kha/i nim tng i Cht lng l vn t ra v l o`i hi kha/ch quan ca mi tri`nh sn xut

1.1.5 Chi ph cht lng y/ ngha ca vic o lng chi phi/ cht lng? Khi nim cht lng lun gn vi kinh t Sn phm cnh tranh: Cht lng Chi ph COQ c phn loai theo nhng chun c ring cua t chc Mt s thit hai kh nh lng nhng nghia rt ln Vi` vy: + Xac nh hie^.u qua kinh t to^ng hp cua to^ chc + Tha^/y s lie^n quan gia chi phi/ cho cha^/t lng va hie^.u qua kinh t chung. + Thu hut s quan ta^m cua lanh ao ti a^`u t cho cha^/t lng + Xac nh khu vc co/ va^/n e^ a ra quyt nh iu chnh. + Co^ng khai hoa cac khoan chi phi/ e^ moi thanh vie^n co/ thc vi vie^.c na^ng cao cha^/t lng co^ng vie^.c./. Chi phi/ cht lng khi nim COQ Cost of Quality: Chi ph cht lng v Quality Relation Cost (chi ph lin quan n cht lng) ch l mt khi nim. Theo ISO 8402-94 Chi ph lin quan n cht lng la chi ph nay sinh am bao va tin chc rng cht lng se c thoa man cng nh chi ph phat sinh khi cht lng khng thoa man nhu cu S khng phu hp: Khng thoa man 1 yu cu Khuyt tt: Khng thoa man 1 yu cu c lin quan n c tnh cng dung khi thit k hoc d kin Sa cha: Mt hanh ng lam cho san phm khng phu hp (NC) c th c chp nhn c theo mt cng dung a nh Lam lai:mt hanh ng din ra vi mt NC lam cho n phu hp vi yu cu Chi ph cht lng - Cac thanh phn

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1.1.6 Cht lng, nng sut v tnh cnh tranh (?)S lng c th b p cho cht lng v ngc li. Lm r mi quan h gia cht lng, nng sut v tnh cnh tranh (tho lun nhanh trn lp) 1.2. Qun l cht lng 1.2.1 Khi nim v Qun l cht lng- mt s quan im Qun l cht lng l vic thit lp, duy tr v m bo mc cht lng tt yu trong thit k, sn xut, lu thng v tiu dng Theo GOOT-15467-70 Qun l cht lng l h thng nhng phng php to iu kin sn xut tit kim nhng sn phm c cht lng hoc a ra nhng dch v c cht lng tho mn nhu cu ngi tiu dng Theo JIS Qun l cht lng l h thng cc bin php, cng ngh sn xut to iu kin sn xut kinh t nht nhng sn phm hoc dch v tho mn nhu cu ngi tiu dng Theo ishikawa Qun l cht lng l tp hp cc chc nng qun l chung xc nh chnh sch cht lng, mc ch, trch nhim v thc hin chng thng qua cc hot ng nh lp k hoch cht lng, kim sot cht lng, m bo cht lng v ci tin cht lng trong khun kh h thng cht lng-Theo ISO-8402: 94 * Cc vn c bn DN cn nm QLCL phi c thc hin trong sut chu k sng ca sn phm QLCL bao gm hng lot vn , quy nh buc cc DN v ngi tiu dng phi tun th Chuyn cch thc qun l t MBO sang MBP * Cc thut ng lin quan n QLCL

1.2.2 Mc tiu ca qun l cht lng P1 (Perfectibility) - S hon ho

Ebook.VCU www.ebookvcu.com P2 (Price) - Gi ca nhu cu P3 (Punctuality) - S ng lc 1.2.3 Chc nng ca qun l cht lng: Vng trn qun l Deming

Chc nng ca qun l cht lng - 6 nhim v theo ishIkawa Xc nh mc tiu Xc nh phng php t mc tiu Hun luyn o to T chc thc hin Kim tra, kim sot kt qu cng vic Thc hin cc tc ng Xc nh mc tiu Mc tiu phi da trn chin lc Xc nh bc tranh tng th Nhim v ph hp vi chc nng tng b phn Nhim v c lng ho Phi c thng tin, hng dn ng i tng Xc nh phng php t mc tiu Cch thc t mc tiu ti u Phng php phng nga Cn hiu r qu trnh, lm ch qu trnh Hun luyn o to Cn b cp trn chu trch nhim o to Trn c s nh mc- hng dn ngi thc hin Da trn tinh thn nhn vn Da trn s tin tng con ngi T chc thc hin Trn c s nhim v, tiu chun Trnh my mc theo tiu chun Cn pht huy: Kinh nghim, Trnh , thc, T nguyn, Sng to Kim tra, kim sot kt qu cng vic Mc ch pht hin sai lch Cn: Xem cc yu t nguyn nhn Kim sot mi khu Kim tra hiu qu qun tr: Cht lng cao Chi ph thp Thc hin cc tc ng qun l thch hp Theo nguyn tc: Trnh lp li sai lm Tm hiu nguyn nhn ci ngun

Ebook.VCU www.ebookvcu.com y l kha cnh quan trng nht, hiu qu nht ca QLCL 1.2.4 c im, c trng ca qtcl Coi cht lng l s mt, l trc ht nh hng vo ngi tiu dng m bo thng tin v p dng cc cng c thng k Con ngi l yu t c bn ca h thng Qun l theo chc nng cho v hi ng chc nng Coi cht lng l s mt, l trc ht Ti sao? Trit l cht lng l th cho khng: Tng cht lng: tng chi ph Gim cc lng ph Chi ph c b p Tng hiu qu kinh doanh nh hng vo ngi tiu dng Ti sao? Nguyn tc nh hng vo ngi tiu dng

bo thng tin v p dng cc cng c thng k Mun qun l phi c thng tin Yu cu thng tin: Chnh xc, c th, o lng Phm vi thng tin: Bn trong, bn ngoi p dng nhiu cng c c thng tin: 7 cng c k thut : Thu thp, phn tch, x l, lu gi TT C c ch v bin php s dng thng tin ra quyt nh C h thng ch tiu nh gi hiu qu thng tin Con ngi l yu t c bn ca h thng Xy dng i ng nhn vin c quyn lc c o to gio dc c kin thc, k nng ngh nghip C phm cht tt, yu ngh, nhit tnh, Sng to c tin tng trao quyn Tiu chun ho cc yu t nguyn cng Xy dng vn ho cht lng Xy dng h thng khen thng, cng nhn Qun l theo chc nng cho v hi ng chc nng Phn nh r ma trn chc nng Xy dng chu trnh: P- P-M: hoch nh, Phng nga, gim st (Planing- Preventing- Monitoring) Da trn hp tc, chia s

Ebook.VCU www.ebookvcu.com Pht huy tnh cng ng trn tinh thn lm vic theo nhm. 1.2.5 Cc yu t ca h thng Qun tr cht lng 1> H thng qun l: H thng thit lp chnh sch v mc tiu cng nh cc hot ng t mc tiu . - Mt h thng qun l ca mt t chc c th gm nhiu h thng qun l tc nghip khc nhau nh: h thng qun l cht lng, h thng qun l ti chnh, h thng qun l mi trng 2> H thng qun l cht lng: L h thng qun l nh hng v kim sot mt t chc v cht lng. Hay: L tp hp gm c cu t chc, phng php, phng tin, cng c, con ngi thit lp v trin khai cc mc tiu cht lng. CC YU T CA H THNG QUN L CHT LNG

1.2.6. QUN L CHT LNG DCH V Khi nim v SP dch v: L kt qu hot ng ca mt hot ng lao ng xc nh nhm cung cp nhng hiu lc hu ch, c th tn ti mt cch c lp, hoc gn lin vi vic tiu th mt sn phm vt l no v em li li ch cho mt t chc hay c nhn xc nh.V d minh ho:. c im khc bit ca sn phm dch v: Khc vi sn phm vt l, Sn phm dch v c cc c trng: Tnh hn hp Tnh c bit V nh hnh Khng d tr c Thuc tnh th cm cao 6 VN CA QUAN L CLDV Cch thc qun l CLDV c g khc qun l sn xut? CLDV v khong cch thi gian tip xc vi KH Vn o lng cht lng dch v Vn o to Vn quan h vi khch hng Vn cnh tranh ca sn phm dch v Vn th nht: C g khc gia qun l cht lng DV v Qun l qu trnh sn xut? Ging nhau v h thng cc mc tiu Khc nhau v cch thc tip cn v ni dung CL

Chi ph thp Thu nhp cao Tho mn khch hng ni b Tho mn khch hng bn ngoi

Cht lng dch v cn bao gm cc kha cnh nh: Cung cp thng tin S ng lc S cm nhn S chnh xc S tin tng Thi phc v v tm l ca khch hng

Vn th hai: Cht lng dch v v khong cch thi gian tip xc vi khch hng

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* nhng kh khn Khch hng thng nh gi qua phn hin Cch giao tip ca ngi phc v Tc phong, n mc ca nhn vin Bi tr ngn np, mi trng cnh quan Thit b phc v hin i, tin dng, an ton, m bo Phn n: Qu trnh chun b, thit b Cn u t nhiu tin Nhng ch yu phc v cho phn hin Vn th ba: o lng cht lng dch v Do sn phm dch v v hnh Kh xc nh tiu chun cht lng Kh thng nht Kh o lng kt qu Mang tnh ch quan Ph thuc vo yu t tm l ca khch hng Khng li du vt v kt qu nh gi cht lng Lng ho ch tiu cho cc phng tin dch v: Cht lng i hi: Mong i ca khch hng Cht lng d kin: Do Ban QT ra v c gng TCH v: Phng tin Nhn vin phc v Cht lng thc hin: Do nhn vin m trch sau o to v gio dc V d: Tc thi gian Mi trng: nhit phng, nh sng, n, din tch khng gian phc v Nhn vin: Thi , tc phong, n mc Kt qu dch v Vn th t: o to Kin thc qun l v k nng ngh nghip Nghip v hnh chnh vn phng Cch ra quyt nh My tnh Hoch nh sng to K nng thc hnh ngh Qun l tin , thi gian V sinh an ton lao ng Cch ng x Marketing Cch thc khc phc kh K nng m phn khn Cung cch phc v

Ebook.VCU www.ebookvcu.com V mt Tc phong, n mc C ch, dng v T th i, ng, ni nng, cho hi Thi lch s Vn th nm: Quan h vi khch hng Hiu khch hng Thng tin t ngi phc v trc tip T khiu ni Hi nghi khch hng Hi tho, hi ch trin lm Hip hi ngi tiu dng Bng tng kt ti chnh qua cc k Phng vn khch hng Thng tin phn hi l cng c qun l

Nhit tnh Kin nhn Trung thc Vui v, ho nh

C s xy dng chin lc phc v Thng tin v tc nghip gip ci tin qu trnh phc v Thng tin v quan h cng chng gip cng ty cam kt cht lng vi khch hng Thng tin v Lnh o l cng c ng vin ngun sinh lc v ch o nhn vin ca cng ty Kim tra, nh gi thnh tu v nh hng khch hng v khng nh sc mnh ti chnh, v th cnh tranh.

Vn th su: Lm th no tng tnh cnh tranh ca sn phm dch v

Chng 2. Cc ni dung c bn ca qun tr cht lng 2.1 Hoch nh cht lng 2.1.1 Vai tr ca hoch nh cht lng Hoch nh cht lng c coi nh mt b phn ca lp k hoch chung, cn c vo mc tiu cho tng thi k. Cng tc hoch nh cht lng l mt chc nng quan trng nhm thc hin cc chnh sch cht lng c cng b. Bn cp chc nng qun l cht lng Hoch nh, thit k (Hoch nh cht lng) Mua hng, sn xut, bn hng (Kim sot cht lng) m bo (m bo cht lng) Ci tin (Ci tin lin tc) 2.1.2 Cc kha cnh ca hoch nh cht lng 2.1.2.1 Hoch nh sn phm Mc ch: m bo cht lng sn phm cung cp cho khch hng v tit kim chi ph. Cc cng vic hoch nh sn phm: Phn loi v xem xt mc quan trng ca cc c trng cht lng Xem xt cc yu cu c th cho tng chi tit, tng sn phm Cc iu kin bt buc nhm tho mn nhu cu ca khch hng v sn phm cn c phn nh v lm r Cc yu cu v nguyn vt liu

Ebook.VCU www.ebookvcu.com Yu cu v thi gian v phng thc bo hnh, bo dng sn phm Thi hn hon thnh hp ng C h thng vn bn ghi r cc th tc lin m bo v duy tr cht lng sn phm Cc mc tiu ca hoch nh cht lng Nhm ng mc tiu To s khc bit t c bn vng t s hon thin 2.1.2.2 Hoch nh qun l tc nghip (Hoch nh cc qu trnh) Mc ch: kim sot v tc ng tch cc vo cc hot ng nhm cung cp sn phm tho mn nhu cu cu khch hng C s: Da trn hot ng thc t ca h thng Hnh thnh v pht trin nhng nhm cng tc Cc cng vic hoch nh qun l v tc nghip: M t mt bc tranh ton cnh v cng vic, b phn cn qun l, kim sot Xc nh r rng vai tr, v tr v mi quan h tng tc gia cc b phn Trn c s , t chc, b tr, hp l ho cc bc cn thit cho vic phi hp ng b cc chc nng ca h thng ti u ho hiu qu hot ng ca h thng Cc yu t cn c a vo s hoch nh tc nghip l: Con ngi: Lit k v biu din nhng vic con ngi v ang lm trong h thng Trnh t cc cng vic m con con ngi ang lm Ngi chu trch nhim thc thi mt cng vic/ cng on Vt liu: M t quy trnh ca vic t chc cung ng v x l nguyn vt liu Thit b: M t quy trnh khai thc, s dng, bo dng thit b Vic b tr mt bng sn xut v tc nghip Thng tin: Dng chuyn ng ca cc thng tin Cch thc truyn thng v cht lng Lu gi h s, ti liu v cht lng Nhng thng tin phn hi 2.1.2.3 Hoch nh cho vic ci tin cht lng trong ton h thng Mc tiu: Ci tin h thng qun tr cht lng v cng tc qun tr cht lng. Ci tin cc qu trnh, phng tin, thit b cng ngh Ci tin cht lng cng vic trong ton t chc Cn c: S dng vng trn qun l Deming/PDCA Cc phng php v cng c hoch nh cht lng QFD- Quality Functional Deployment, trin khai chc nng cht lng FMEA- Failure Mode and effect Analysis Phn tch loi hnh li v tc ng Poka Yoke, ngn nga s khng ph hp 2.2 Kim sot cht lng 2.2.1 Khi nim Kim sot cht lng Khi nim: Nhng hot ng v k thut c tnh tc nghip nhm p ng cc yu cu cht lng Bao gm h thng cc hot ng c thit k, hoch nh theo di, nh gi cc cng vic c lin quan n ton b h thng

Ebook.VCU www.ebookvcu.com 2.2.2 Cc yu t cn Kim sot cht lng Con ngi Phng php

My mc thit b Nguyn liu u vo & Thng tin

2.2.3 Qu trnh kim sot cht lng Thc hin theo m hnh qun l Deming hay vng trn PDCA 2.3 m bo cht lng Thc cht v ngha ca m bo cht lng m bo cht lng l cc hot ng c k hoch v h thng c tin hnh trong h thng cht lng v c chng minh l mc cn thit to nim tin rng cc yu cu s c tho mn m bo cht lng l mt nhng hot ng bao trm ton b cc hot ng trong mt t chc t thit k, sn xut n tiu dng. Trong thit k: m bo cht lng ca cc thng s k thut phn nh c nhu cu ca khch hng Trong sn xut: m bo mi yu t tham gia vo qu trnh ny u c kim sot thc hin nghim tc cc thng s c thit k Trong tiu dng: m bo vic khai thc, s dng sn phm- bo hnh, bo dng, Nguyn tc m bo cht lng Mi t chc u phi thit lp chnh sch m bo cht lng nhm mc ch to nim tin cho khch hng (trch nhim ca lnh o) Hiu r khch hng l s khi u quan trng c th m bo cht lng (nhim v Marketing) Trit l nh hng khch hng phi c thu hiu v thc thi trong ton b t chc m bo cht lng l trch nhim ca tt c cc b phn trong t chc, khng phi ch l cng vic ca phng cht lng Chc nng m bo cht lng To lp v trin khai chnh sch kim sot cht lng nhm tho mn nhu cu ca khch hng v yu cu php l Lp k hoch cht lng: sn phm; qu trnh; h thng nh gi, kim tra, kim sot cht lng mi yu t, mi khu Thu thp, x l, phn tch d liu lm c s m bo cht lng Cc phng php m bo cht lng (trang 220 GT) BCL da trn kim tra BCL da trn kim sot ton din qu trnh sn xut BCL t khu thit k sn phm n khu cui cng ca tiu dng sn phm V D (trang 222 GT) Cc hot ng chnh m bo cht lng sau bn hng: Tho mn khiu ni ca khch hng Chnh sch v phng thc bo hnh, bo dng n nh thi gian bo hnh Thit lp h thng bo hnh, sa cha 2.4 ci tin cht lng

Ebook.VCU www.ebookvcu.com Khi nim ci tin cht lng: Nhng tc ng trong ton b t chc nhm lm tng hiu sut s dng cc ngun lc v tng hiu qu hot ng ca cc qu trnh t ti s tng trng c li cho t chc v cho khch hng ngha ci tin cht lng L c s hon thin cht lng Tit kim ngun lc: thi gian, cng sc, vt t i mi sn phm, a dng ho sn phm Ci tin qu trnh hot ng Nng cao nng sut, hiu qu v uy tn So snh khc nhau gia ci tin v i mi Ci tin i mi

To ra s thay i Hon chnh hn da trn nhng ci c ni dung v cht lng din ra nh nhng, lin tc hng ti con ngi Tc dng lin tc

To ra s thay i Thay i hon ton loi b ci c, xy dng ci mi v hnh thc din ra mnh m hn Hng vo cng ngh Tc dng gin on

Cc phng php v cng c ci tin cht lng Phng php ci tin cht lng: Ci tin v nng cao cht lng sn phm Ci tin hot ng ca qu trnh Cng c ci tin cht lng (benchmarking, PDCA): trang 225 trang 259 mc 2.2 v ton th mc 3)

Chng 3: cc k thut v cng c qun tr cht lng 3.1 kim tra cht lng 3.1.1 khi nim v vai tr kim tra cht lng Khi nim: Cc hot ng v k thut c s dng hon thnh cc yu cu v cht lng. Hay: Vic o lng, xem xt, th nghim mt hay nhiu c trng ca sn phm v so snh vi tiu chun xc nh s ph hp. C th p dng: Cho cc sn phm ring bit Cc quy trnh to ra sn phm; hay Kt qu ton b hot ng ca mt t chc Vai tr ca kim tra cht lng Pht hin nhng sai lch trong qu trnh thc hin L s bo ton cc tiu chun; khng phi to nn cc tiu chun Phn loi v loi b nhng bin i khng mong mun (ph phm, khuyt tt) T c th a ra nhng bin php iu chnh kp thi

Ebook.VCU www.ebookvcu.com 3.1.2 Phn loi phng php kim tra cht lng Phng php kim tra cht lng Kim tra ton b Kim tra mu 3.2 cc cng c thng k trong qun tr cht lng 3.2.1 Thc cht v li ch ca kim sot cht lng bng thng k (trang 260 n 265) Thc cht ca kim sot cht lng bng thng k D liu thng k l g? Li ch ca vic s dng cc cng c thng k trong qun tr cht lng 3.2.2 Cc cng c thng k c bn trong kim sot cht lng Ti sao phi s dng cc cng c thng k? Mt nguyn tc ca qun l cht lng l: ra quyt inh da trn d kin Mc ch ca vic thu thp d liu: Kim tra s phn b trong mt quy trnh sn xut v tc nghip Pht hin nhng im khng ph hp (NC- Non- comfomity) Kim tra khuyt tt v s phn b ca cc khuyt tt Tm nguyn nhn gy ra nhng im khng ph hp Kim tra cui cng trc khi giao hng Tt c u cn n d liu v cc cng c phn tch S lu trnh Biu kim sot Phiu kim tra Biu phn b mt S nhn qu Biu phn tn Biu pareto a. S lu trnh (flow chart) Khi nim: l cch thc dng cc hnh v, k hiu, du hiu din t cc thc v trnh t thc hin mt cng vic hay mt quy trnh. Yu cu v nguyn tc thit lp s lu trnh Nhng ngi xy dng lu phi lin quan trc tip n qu trnh Tt c cc thnh vin ca qu trnh u tham gia xy dng lu D liu v thng tin phi c trnh by r rng, c th Cn c thi gian cn thit v ph hp Nguyn tc t cng nhiu cu hi cng tt mt s gi dng cc k hiu v hnh v

b. S nh gi ni b

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Phiu kim tra (check sheet) Khi nim: l cng c thu thp, ghi chp, xc nhn nhng d kin ang xy ra hoc ang c tin hnh trong mt hot ng hay qu trnh Phn loi phiu kim tra: Phiu kim tra dng ghi chp: Thu thp, ghi chp, xc nhn nhng d kin ang xy ra trong qu trnh VD: T l khuyt tt; s phn b ca khuyt tt; phn loi khuyt tt; Phiu kim tra dng xc nhn Thu thp, ghi chp, xc nhn nhng d kin ang c tin hnh trong qu trnh VD: Kim tra cc c trng cht lng; kim tra an ton; kim tra tin ; nh gi cht lng Yu cu: Xc nh r rng loi phiu kim tra cn s dng Thit k n gin, d hiu D nhn bit v ghi chp Thng nht cch hiu Phn nh trnh t qu trnh Th hin r c ngi kim tra, v tr kim tra... v d

c. S nhn qu (cause and effect diagram)- s xng c, s Ishikawa Khi nim: Thc cht l s th hin mi lin h gia kt qu v nguyn nhn dn n kt qu Tc dng:

Ebook.VCU www.ebookvcu.com Lit k tt c nguyn nhn nh hng ti cht lng trong qu trnh thc hin Cho thy mi lin h gia cc nguyn nhn Vic xy dng ng s nhn qu c tc dng lm cho i ng nhn vin am tng v cht lng, c t duy lgic, khoa hc gii quyt vn C tc dng o to, nht l o tao nhn vin mi To ra s gn b, hp tc trong tp th qua vic nghin cu, tm hiu nguyn nhn.

cc bc xy dng Bc 1: xc nh ch tiu cn phn tch Bc 2: v mt mi tn di (sng sng); u mi tn hng vo ch tiu cn phn tch Bc 3: Xc nh nhng yu t chnh nh hng n ch tiu cht lng la chn; v mi yu t l mt sng nhnh ( thng l 4M) Bc 4: Tm cc yu t khc nh hng ti cc yu t chnh; xc nh mi quan h chnh-ph, th ph ca chng Bc 5: Th hin cc yu t xc nh trn s v d

d. Biu pareto Khi nim Do Vilfredo Pareto sng lp (1843-19230 Juran l ngi u tin quan tm n khi nim: mt vi ci quan trng trong nhiu ci khng quan trng p dng nguyn tc 80/20 hoc 20/80 Biu pareto l cng c biu din mc quan trng ca cc yu t nh hng n cht lng Tc dng ca biu pareto Cho thy r mc nh hng khc nhau ca cc yu t n mt i tng/ cht lng Cho php la chn u tin gii quyt nhng vn quan trng trc L hnh nh trc quan gip nh qun l nhanh chng ra quyt nh mt cch hu hiu.

Ebook.VCU www.ebookvcu.com Xy dng Biu pareto: c 2 phn c xy dng theo cc bc sau: Lit k tt c cc yu t tim nng nh hng n kt qu Phn loi ph hp Lit k cc yu t phn loi vo bng phn tch pareto theo tn xut xut hin ca chng v tnh % (slide sau) V phn A ph hp vi mt ct d liu c th c la chn V phn B (ng phn trm tch lu tng ng) Bng phn tch pareto ca SP may gia cng

3.3 Cc cng c qun tr cht lng khc 3.3.1 Trin khai cc chc nng cht lng (QFD- Quality Function Deployment) Khi nim v QFD - Quality Function Deployment l: K thut trin khai cc chc nng cht lng. Hay: QFD l mt k thut dng xy dng cu trc v t chc cho qu trnh pht trin v sn xut ra sn phm QFD nm bt c nhu cu khch hng v tp trung vo vic c gng p ng nhiu nht cc yu cu ny c dng nng cao cht lng SP/DV c sn hoc lm c s cho vic pht trin SP/DV trong tng lai* ngha ca QFD Cc yu t cht lng trong tng giai on to thnh mt sn phm: K hoch, thit k, ch to, phn phi c thit lp mt cch ring r, khng lin quan n nhau Nhng nu lnh o cng ty c th tp hp: Nhn vin tip th, thit k, sn xut, tho lun, bn bc, lc QFD c tc dng Hay ni cch khc, phng php ny s dng mt ma trn gi l ngi nh cht lng trnh by r rng v d hiu nhng yu cu ca khch hng v i chiu vi nhng c trng k thut tho mn chng chng 4. Gii thiu cc h thng qun tr cht lng I. gii thiu khi qut Mi ngi tu theo v tr lm vic s c suy ngh khc nhau v h thng QLCL Mi cng ty, mi quc gia c quan im v cch thc trin khai khc nhau v h thng QLCL Nhng tt c u thng nht: 1> Cht lng khng t nhin sinh ra m phi xy dng v qun l 2> Cht lng lin quan n mi ngi trong quy trnh v ton b t chc

Ebook.VCU www.ebookvcu.com Mc ch ca h thng qLCL: Xy dng chng trnh v s phi hp cc n lc ca mi ngi duy tr v tng cng cht lng, m bo cung cp sn phm v dch v mt cch hiu qu nht, tho mn y v cao hn cc yu cu ca khch hng v: Cht lng/ hiu qu: Cao nht Chi ph: Thp nht thi gian cung cp: ng thi hn 4.2 Gii thiu mt s m hnh 4.2.1 QTCL theo ISO-9000 B tiu chun ISO-9000 do t chc quc t v tiu chun ho (ISO) ban hnh u tin vo nm 1987 nhm mc ch to ra mt m hnh c chp nhn cp quc t h v h thng m bo cht lng v c p dng rng ri trong cc lnh vc sn xut, kinh doanh v dch v Do t chc quc t v tiu chun ho ISO Thi gian ban hnh: 1987 Mc ch: to ra mt m hnh cp quc t v h thng m bo cht lng v c th p dng rng ri trong cc lnh vc sn xut, kinh doanh v dch v b tiu chun ISO-9000 - i nt v ISO Thnh lp nm 1946 (bt u hot ng 23/2/1947) Hot ng tiu chun ho bao trm nhiu lnh vc: Kinh t, Vn ho, K thut, X hi. Hin ny ISO c hn 150 nc thnh vin Vit Nam l thnh vin chnh thc t nm 1977 Mc tiu: Xy dng cc tiu chun cp quc t Nhm thng nht trong cc nc thnh vin Thc y giao lu hng ho v quan h thng mi trong cc nc thnh vin C ch hot ng Hot ng da trn cc ban k thut (c 2600 ban v khong trn 20.000 chuyn gia trn cc lnh vc nu) Hng nm ISO ginh ngn qu 65.000.000 France cho hot ng ca mnh nhm h tr cc nc thnh vin B tiu chun ISO-9000 do ban k thut TC-176 son tho v ban hnh Qu trnh hnh thnh v pht trin b tiu chun ISO-9000

Cc vn c cp trong ISO-9000 Chnh sch cht lng, mc tiu cht lng Thit k trin khai h thng QLCL Kim sot qu trnh Kim sot ti liu o to

Ebook.VCU www.ebookvcu.com Cch tip cn ca ISO-9000 Cht lng sn phm v cht lng qun tr c mi quan h nhn qu Phng chm chin lc: Lm ng ngay t u, ly phng nga lm phng chm chnh Kim sot chi ph, loi tr v phng nga lng ph (n) ISO-9000 l iu kin to ra h thng Mua - Bn tin cy, chng ch ISO 9000 l chng minh cht lng vt qua TBT L tiu chun khng bt buc m t nguyn p dng. Bn khng cn p dng ISO-9000 nu cha thy b thc p bi s sng cn (W. Edwards Deming) Trit l ca ISO-9000 Thit lp h thng QLCL hp l nhm tho mn KH Khng phi l tiu chun k thut, nhng b sung vo cc tiu chun k thut tho mn tt hn nhu cu KH ISO-9000 ch nu ra nhng hng dn p dng, khng p t mt HTQLCL chun i vi tng DN. Do mi DN c mt HTQLCL c trng ph thuc vo: Tm nhn Loi sn phm/ dch v Cch qun tr Quy m DN Ngnh kinh doanh Vn ho ca t chc Da trn cch thc qun l theo qu trnh, ly phng nga l chnh C s xy dng iso-9000- 8 Nguyn tc ca QLCL Nguyn tc 1: nh hng khch hng Nguyn tc 2: Lnh o Nguyn tc 3: S tham gia ca mi thnh vin Nguyn tc 4: Kim sot theo qu trnh Nguyn tc 5: Tip cn h thng Nguyn tc 6: Ci tin lin tc Nguyn tc 7: Quyt nh da trn cc d kin Nguyn tc 8: Xy dng mi quan h cht ch vi thu ph b. Gii thiu b tiu chun ISO-9000:2000 Kn: ISO: International organization for Standardization 9000: s hiu ca tiu chun ISO 9000: 2000- H thng qun l cht lng- C s v t vng ISO-9001:2000 - H thng qun l cht lng- cc yu cu ISO-9004:2000- H thng qun l cht lng- Hng dn ci tin hot ng ISO-190112000-H thng qun l cht lng-Hng dn nh gi, chng nhn v o to iso-9001:2000 a ra cc yu cu i vi h thng qun l cht lng Khng a ra phng php hay cch thc thc hin h thng qun l cht lng trong doanh nghip Iso 9004:2000 h thng QLCL- hng dn ci tin Ch dn vt qu yu cu ca ISO-9001, hng dn doanh nghip xy dng mt h thng QLCL y , ton din p ng cc yu cu ca mi i tng (doanh nghip, khch hng, nh u t, x hi)

Ebook.VCU www.ebookvcu.com cc yu cu: a ra cc yu cu i vi h thng qun l cht lng ca doanh nghip : Chng minh kh nng p ng yu cu ca khch hng v php lut Doanh nghip lun nng cao s tho mn khch hng thng qua vic lin tc ci tin h thng qun l cht lng nhng ngoi l cho php: 1. Ch c 1 tiu chun duy nht doanh nghip p dng v xin chng nhn l ISO9001: 2000, nn: Nhng yu cu no doanh nghip khng cn (hoc khng c) p dng, c th loi b. Nhng ngoi l ny: -Ch c gii hn trong cc yu cu mc 7 (to SP) - Khng nh hng n kh nng ca DN trong vic p ng yu cu khch hng v php lut 2. L do ca nhng ngoi l Tnh cht sn phm ca doanh nghip Cc yu cu ca khch hng Cc yu cu ca php lut 3. Nhng ngoi l phi c m t v gii thch chi tit trong phm vi ca s tay cht lng H thng qun l cht lng 4.1 Cc yu cu chung H thng qun l cht lng: c thit lp, vit thnh vn bn, thc hin, duy tr v lin tc ci tin Cc qu trnh cn thit c thit lp v qun l p dng trong ton b DN Trnh t v tc ng Tiu chun v phng php kim sot Cc ngun lc v thng tin cn thit h tr Theo di, o lng v phn tch Ci tin lin tc Cc qu trnh bn ngoi c nh hng ti cht lng sn phm c xc nh v kim sot. KN: H thng cht lng l h thng xy dng chnh sch, mc tiu cht lng v thc hin t mc tiu Vai tr v mc tiu ca HTQLCL: Gip DN sn xut ra SP p ng yu cu khch hng L c s ci tin lin tc sn phm/ qu trnh Gip DN phn tch cc yu cu ca khch hng bng xc nh qu trnh cn thit v kim sot cht ch 4.2.1 Vn bn ca h thng QLCL bao gm: Chnh sch v mc tiu cht lng Cc vn bn cn thit do S tay cht lng doanh nghip t yu cu Cc th tc bt buc Cc h s cht lng 4.2.2 S tay cht lng 4.2.3 Kim sot ti liu: Ti liu c hiu l c ti liu ni b v ti liu bn ngoi Ph duyt trc khi ban hnh Xem xt cp nht v ph duyt li Cc thng tin kim sot ti liu: tn, m s, ln ban hnh, ngy ban hnh...

Ebook.VCU www.ebookvcu.com Lun sn c ti ni s dng Lu gi d tm, d c bv d nhn bit Cc ti liu bn ngoi phi c kim sot Ngn nga vic s dng ti liu ht hiu lc 4.2.4 Kim sot h s cht lng H s l cc bin bn, ghi nhn kt qu pht sinh trong qu trnh thc hin Xc nh cc h s cht lng phi kim sot Lu gi d c, d nhn bit v d truy tm Phng php nhn bit, lu gi, bo v, truy tm, quy nh v thi hn v x l 5. Trch nhim ca lnh o 5.1 Cam kt ca lnh o Lnh o cp cao nht phi cam kt: Thng tin trong t chc v tm quan trng ca vic p ng nhu cu khch hng cng nh yu cu php lut Thit lp chnh sch cht lng Thit lp cc mc tiu cht lng Tin hnh xem xt ca lnh o Cung cp y cc ngun lc 5.2 nh hng theo khch hng Cc yu cu ca khch hng c xc nh c p ng y Nng cao s hi lng ca khch hng 5.3 chnh sch cht lng Lnh o cp cao nht cam kt Thch hp vi mc tiu ca t chc p ng cc yu cu v lin tc ci tin hiu qu Cung cp mt khun kh thit lp v xem xt cc mc tiu cht lng c thng tin v thuhiu trong t chc c xem xt v tnh ph hp lin tc 5.4 hoch nh Mc tiu cht lng Bao gm cc nhu cu p ng yu cu sn phm c thit lp ti cc chc nng v cc cp lin quan trong t chc Phi c nh lng Thch hp vi chnh sch cht lng Hoch nh h thng QLCL thc hin cc yu cu nu mc 4.1 m bo v duy tr tnh ton vn ca h thng khi c thay i 5.5 Trch nhim, quyn hn v thng tin ni b Trch nhim, quyn hn. Phi c thit lp cho cc chc nng lin quan c thng tin trong t chc i din lnh o L mt thnh vin trong ban lnh o

Ebook.VCU www.ebookvcu.com Thit lp, thc hin v duy tr cc qu trnh cn thit cho h thng QLCL Bo co cho lnh o cp cao nht v: Hot ng ca h thng QLCL Nhu cu ca vic ci tin m bo s nng cao nhn thc v m bo cc yu cu ca khch hng trong t chc Lin h vi bn ngoi v cc vn lin quan n h thng QLCL Thng tin ni b Thit lp cc qu trnh thng tin trong t chc Thc hin vic thng tin trong cc v tr lin quan m bo tnh hiu qu 5.6 Xem xt ca lnh o u vo ca xem xt Cc kt qu nh gi Phn hi ca khch hng Hot ng ca qu trnh vi s ph hp ca sn phm Tnh trng cc hot ng khc phc, phng nga Cc hot ng thoeo di r ln xem xt trc Cc thay i c th nh hng ti h thng QLCL Nhng xut cho vic ci tin u ra ca xem xt Cc quyt nh khc phc, phng nga Cc quyt nh ci tin Cc quyt nh v cung ng ngun lc 6. Qun l ngun lc 6.1 cung cp ngun lc: Xc nh v cung cp ngun lc cn thit : Thc hin, duy tr v ci tin hiu qu ca h thng QLCL Nng cao s hi lng ca khch hng 6.2 qun l ngun nhn lc Tng qut Xc nh nhng v tr nh hng ti cht lng SP Lp ra yu cu cho tng v tr (da vo hc vn, o to, k nng kinh nghim) Nng lc, nhn thc v o to Xc nh nng lc cn thit cho CBCNV thc hin cng vic cn thit c nh hng n CLSP o to hoc tin hnh c hot ng khc nh gi tnh hiu qu ca hot ng H s 6.3 C s h tng 6.4 Mi trng lm vic Nh xng, mt bng lm vic, cc cng c lin quan Thit b thc hin bao gm c phn cngs v phn mm Cc dch v h tr (vn chuyn, thng tin) An ton nh sng m

Ebook.VCU www.ebookvcu.com n X l cht thi ................... 7. to sn phm 7.1 hoch nh t chc sn xut: Tnh tng thch ca vic hoch nh vi cc qu trnh khc Cc vn lin quan ti vic hoch nh: Cc mc tiu cht lng v cc yu cu cho SP Nhu cu thit lp cc qu trnh, cc ti liu v ngn lc c th cho sn xut tc nghip Cc hot ng (thm tra, ph duyt, theo di v th nghim) ca sn phm v ch tiu ca sn phm Cc h s cn thit u ra ca vic hoch nh phi c a vo hnh thc ph hp K hoch cht lng cho mt sn phm, d n, mt hp ng c th* 7.2 Lin quan n khch hng: a. Xc nh cc yu cu lin quan n sn phm Cc yu cu ca khch hng bao gm c cc hot ng giao hng v sau khi giao hng Cc yu cu khng phi ca khch hng nhng cn thit phi s dng hoc c nh s dng Cc yu cu ca lut php lin quan n sn phm Cc yu cu b sung do chnh t chc xc nh b. Xem xt cc yu cu lin quan n sn phm Tin hnh xem xt trc khi cam kt cung cp sn phm cho khch hng: - Cc yu cu v sn phm - Cc yu cu hp ng/ n t hng - Nng lc ca t chc H s Xc nhn li cc yu cu khng th hin bng vn bn ca khch hng trc khi chp nhn Yu cu v sn phm thay i phi c thng tin cho n v c lin quan v thay i ny c. Thng tin vi khch hng Thng tin v sn phm Vic x l cc yu cu hp ng/ n t hng, nhng thay i, phn hi ca khch hng 7.3 Thit k v trin khai a. Hoch nh thit k v trin khai Lp k hoch v kim sot - Cc giai on thit k v trin khai - Xem xt, thm tra v ph duyt - Trch nhim v quyn hn thit k Qun l mi quan h gia cc nhm lin quan(thng tin, phn cng trch nhim) Cp nht k hoch khi cn thit b. u vo ca qu trnh thit k Thng tin u vo bao gm:

Ebook.VCU www.ebookvcu.com Cc yu cu v tnh nng v hot ng Cc yu cu v php lut Cc thng tin t nhng ln thit k trc Cc yu cu cn thit khc cc thng tin u vo phi c xem xt v tnh tng thch, hon thin, r rng v khng mu thun vi nhau* c. u ra ca qu trnh thit k a vo hnh thc ph hp c ph duyt trc khi ban hnh p ng cc yu cu u vo Cung cp cc thng tin thch hp cho vic mua hng, sn xut, dch v v cung cp Cha hoc tham chiu ti tiu chun sn phm  Ch ra cc c tnh ca sn phm v an ton v mc ch s dng * d. Xem xt thit k v trin khai Xem xt mt cch c h thng ti cc giai on thch hp nh gi kh nng p ng cc yu cu Xc nh vn , a ra hnh ng cn thit* Thnh phn xem xt i din cc chc nng lin quan H s xem xt e. Thm tra thit k v trin khai u ra phi tho mn cc yu cu ca u vo thit k H s thm tra* f. Xc nhn thit k v trin khai Sn phm c kh nng p ng yu cu Tin hnh trc khi giao hng hay s dng sn phm H s g. Kim sot s thay i thit k trin khai Nhng thay i phi c xem xt, thm tra, ph duyt trc khi thc hin nh gi nh hng ca cc thay i H s* 7.4 Mua hng a. Qu trnh mua hng Xc nh yu cu sn phm cn mua Xc nh hnh thc v mc kim sot cc nh cung ng v cc sn phm mua v nh gi v la chn cc nh cung ng Da trn nng lc ca h Xc nh tiu chun la chn, nh gi v theo di H s nh gi b. Thng tin mua hng M t v sn phm cn mua Ph duyt trc khi gi cho nhf cung cp c. Kim tra sn phm mua v Kim tra sn phm c vn chuyn v kho Kim tra ti c s nh cung cp 7.5 Cung cp sn phm v dch v

Ebook.VCU www.ebookvcu.com a. Kim sot vic cung ng v dch v Lp k hoch v tin hnh di s kim sot Thng tin m t c tnh SP Hng d cng vic s dng cc thit b sn xut, thit b o lng v theo di thch hp Cc bin php o lng v theo di Cc hot ng xut xng, giao hng v sau giao hng b. Xc nhn qu trnh cung cp sn phm v dch v Khi sn phm u ra khng th kim tra vic theo di v o lng tip theo Khi s thiu st chi c th pht hin sau khi sn phm c phn phi Chng minh kh nng ca cc qu trnh ny Xem xt v ph duyt thng s ca qu trnh Ph duyt thit b v nng lc ca CBCNV S dng cc th tc v phng php c th Cc yu cu v h s* c. Nhn bit v truy tm Nhn bit sn phm bng cc phng php thch hp trong sut qu trnh sn xut khi cn thit Xc nh trng thi ca sn phm tng ng vi cc yu cu v theo di v o lng Khi cn truy tm, phi kim sot v lp h s vic nhn bit thng nht sn phm d. Ti sn ca khch hng Nhn bit, kim tra, bo v v gi gn Nu mt mt, h hng hoc pht hin thy khng ph hp cho vic s dng phi bo co cho khch hng bit H s Ti sn ca khch hng c th s hu v tr tu e. Bo qun sn phm Tin hnh trong qu trnh x l ni b v giao hng n ni quy nh Nhn bit, xp d, bao gi, lu kho v bo qun* 7.6 Thit b theo di v o lng Khi it b theo di v o lng khng ph hp vi cc yu cu nh gi v ghi nhn tnh hiu lc cc kt qu o lng trc y Thc hin bin php thch hp vi thit b o v sn phm b nh hng H s Khng nh khng ca phn mm my tnh trc khi a vo s dng 8. o lng,phn tch v ci tin 8.1 Tng qut a. Lp k hoch v thc hin cc qu trnh theo di, phn tch v ci tin cn thit chng minh tnh ph hp ca sn phm/ dch v m bo s ph hp ca HTQLCL Lin tc ci tin hiu qu ca HTQLCL b. Xc nh cc phng php thch hp, k c cc k thut thng k v mc s dng chng 8.2 o lng v Theo di a. S hi lng khch hng Xc nh phng php thu thp thng tin o lng s hi lng khch hng

Ebook.VCU www.ebookvcu.com b. nh gi ni b Lp k hoch v thc hin Mc ch: HTQLCL ph hp vi k hoch t chc sn xut, cc yu cu ca ISO-9001:2000 v yu cu ca t chc Tinh hiu lc ca HTQLCL Chng trnh nh gi Lp chng trnh nh gi Tn xut anh gi ph thuc vo n v c nh gi Xc inh tiu chun, phm vi, tn xut v phng php Tnh khch quan v cng bng ca chuyn gia nh gi v vic thc hin nh gi Thc hin nh gi Bo co v h s nh gi Theo di hot ng sau nh ga c. Theo di v o lng qu trnh p dng cc phng php ph hp theo di v o lng qu trnh Chng minh c kh nng ca cc qu trnh Khi cc mc tiu khng t c phi thc hin cc hot ng khc phc v phng nga m bo tnh ph hp ca sn phm d. o lng v theo di sn phm Tin hnh ti cc giai on thch hp Thm quyn xc nhn sn phm ng c php xut sn phm cho n khi mi cng vic c coi nh hon chnh, tr khi trong trng hp c ngi c thm quyn hoc khch hng ph duyt 8.3 Kim sot sn phm khng ph hp Xc nh cc sn phm khng ph hp X l Thc hin cc bin php nhm loi tr nhng sn phm khng ph hp Ch c th c xut hng hoc chp nh sn phm khng ph hp khi ngi c thm quyn lin quan hoc khch hng chp nhn Thc hin cc bin php nhm loi b cc nh s dng sn phm khng ph hp 8.4 Phn tch d liu H s Kim tra li cc sn phm khng ph hp c x l Khi sn phm khng ph hp c pht hin sau khi giao hng hoc s dng, phi thc hin cc bin php thch hp i vi nh hing hoc c th nh hng ca s khng ph hp 8.5 Ci tin Yu cu chung Hnh ng khc phc Hnh ng phng nga 4.2.2 Qun l cht lng ton din: * Xut pht im ca nhn thc cho rng, cht lng: Khng c quyt nh bi cng nhn Khng c quyt nh bi nhn vin trc tip gp khch hng Khng ch l trch nhim ca b phn KCS

Ebook.VCU www.ebookvcu.com M cht lng: c quyt nh bi cc nh lnh o, thit k h thng L trch nhim ca mi ngi trong ton t chc =>V vy: TQM cp ti n lc ca ton cng ty t cht lng cao i hi s tham gia ca mi thnh vin Lnh o Nhn vin Qun l Cng nhn Gn vi s tham gia ca nh cung cp v khch hng, trong : Tho mn khch hng l ng lc thc y t chc pht trin * L thuyt ca TQM m t: Pht hin nhng iu khch hng cn Thit k sn phm/dch v p ng nhu cu khch hng m bo thit k d s dng Thit k quy trnh sn xut sao cho thc hin lm ng ngay t u Xc nh nhng ni sai lm c th xy ra v ngn nga chng Theo di kt qu t c lm cn c ci tin h thng M rng khi nim TQM ti nh cung cp v khch hng => Vy TQM l g? Khi nim: L cch qun l ca mt t chc, da trn s tham gia ca cc thnh vin tp trung gii quyt vn cht lng nhm t s thnh cng lu di nh vic tho mn khch hng v em li li ch cho thnh vin ca chnh t chc v ca x hi H thng Qun l cht lng ton din Mc tiu: Ci tin lin tc Lnh o Nguyn l Gio dc v hun luyn Tp trung vo khch hng Giao tip/ truyn thng Tp trung vo qu trnh C cu h tr Huy ng mi ngi tham gia Khen thng v cng nhn Cc nhn t nn tng o lng nh gi. TQM - Ci tin lin tc: Ti sao? Qu trnh tm kim sn phm/ dch v tt hn l khng bao gi c im dng i th cnh tranh rt c kh nng lm vic Ngi tiu dng li mong i nhng sn phm tt hn na V vy, nu ngng n lc ci tin s d mt kh nng cnh tranh a. Nguyn l 1: Tp trung vo khch hng, yu cu: Tm ra khch hng C nhn hay t chc mua/ s dng Xc nh nhng mong mun sn phm ca DN ca h Khch hng ni b: Phi n lc p ng L ngi lm vic khu sau, s Mi ngi u c khch hng dng sn phm ca khu trc phc v. v vy Khch hng ni b: chui mt xch Khch hng bn ngoi: nh cung cp - khch hng

Ebook.VCU www.ebookvcu.com Tm hiu khch hng mong mun iu g? c tnh no ca sn phm m khch hng cn? Mc m khch hng mong i Mc quan trng ca cc c tnh Mc tho mn v cung cp dch v ca DN./. 1. Danh sch cc c tnh chung ca sn phm Tnh nng chnh bn Tnh nng c bit S tin li tin cy Tnh thm m ph hp Nhn thc... 2. Tho lun vi khch hng v cc c tnh sn phm nhm: Xc nh nhng c tnh tiu biu ca SP Xc nh tm quan trng tng i ca mi c trng Xc nh thng s nh gi tng c trng Xc nh mc m khch hng mong i mi c trng Xc nh xem khch hng tho mn nh th no i vi mi c trng mc hin ti * Nhng bin php tm hiu khch hng Mc 1: Ghi li phn nn ca khch hng Mc 2: Lng nghe nhm mc ch thng bo, gii quyt thc mc Mc 3: c thit k v thc hin nhm nm bt cm ngh, mong i ca khch hng./. 3. Din dch ting ni khch hng thnh c trng ca sn phm S dng k thut QFD b. Nguyn l 2: tp trung vo qu trnh Ti sao? Gii quyt s c sn phm l qu mun Thay v th tp trung hon thin qu trnh to ra sn phm Qu trnh l g? s kt hp c trnh t gia con ngi, nguyn liu, my mc, phng tin, phng php, cng c trong mt mi trng nht nh to ra u ra c gi tr gia tng cho khch hng Hay: Mt chui cng on c t chc nhm chuyn ho u vo thnh u ra u ra l g? Nhng th to ra v chuyn cho khu tip theo. Ci g khng phi l u ra? Nh ng th b n gim st, th a nh n M c ch v thnh qu c a t ch c Cc cng o n trong qu trnh x l Ch c nng c m t bng tn cng vic hoc trch nhim Chc nng trc tip Chc nnng h tr Marketing ti KH Qun l ti chnh Giao kt vi khch hng Qun l thit b Thc hin n t hng Qun l kinh doanh Duy tu sn phm ng dng k thut thng tin Thu thp chi tr t KH Qun l ngun nhn lc * Nhng yu t c bn qun l qu trnh sn xut Phn cng ch nhn cho qu trnh (thit k, vn hnh, ci tin) Lp k hoch xy dng phng n hiu, xc nh v ghi nhn tt c cc thnh phn chnh ca qu trnh v cc mi quan h Kim tra: m bo tnh hiu lc ca qu trnh v d on kt qu u ra o lng, nh gi quan h gia nhng thuc tnh ca sn phm ca qu trnh vi nhu cu KH Ci tin tng cng hiu lc qun l ca qu trnh

Ebook.VCU www.ebookvcu.com Ti u ho: tng hiu qu ca qu trnh c. Nguyn l 3: Huy ng mi ngi tham gia Xy dng i ng nhn vin c quyn lc: T t c nhn vin phi bit, hiu nhim v, hng pht trin, gi tr, chnh sch ca cng ty th hin c th: Nng l c s tin tng ln nhau Xy dng cht lng nh cung ng: Chn la nh cung ng ph hp S dng khng nhiu nh cung ng u t hun luyn v pht trin s tin tng ln nhau Cng tc lu di bng s dng mt nh cung ng duy nht * Nhm cht lng: L mt t chc khng chnh thc ca DN, c thnh lp trn tinh thn t nguyn, thng xuyn trao i v cc ch hoc cng vic c nh hng ti cht lng. Nhm thng t 4-7 ngi. Lun im ca Nhm cht lng Da trn lun im cho rng, cht lng phi c mi ngi tham gia Nh thc y nng lc c nhn, to bu khng kh hp tc, mi ngi s cm thy ni lm vic ca mnh c ngha hn Mc tiu ca Nhm cht lng To lp mi trng lm vic hp tc Hon thin nng lc c nhn Thc y ngi lao ng Ci thin lu di tnh trng ca cng ty Li ch ca Nhm cht lng Cng ty: - Gim hin tng ngh - Nng cao nng sut - Ci tin cht lng Hot ng qun l: - Cng vic tri chy - Gim hot ng kim sot Cc thnh vin ca nhm: c thc y Tng hiu bit v sng to Quan h cht ch C nhiu c hi ng gp chng 5: T chc trin khai h thng qun tr cht lng 5.1 S cn thit phi c h thng qun tr cht lng * S cn thit phi c h thng qun l cht lng Khch hng lun tm kim s tin cy t pha doanh nghip Cn c khch hng c th tin l nhng minh chng kim sot cht lng Mt trong nhng minh chng ng thuyt phc l c mt h thng qun l cht lng ph hp * S cn thit phi c h thng qun l cht lng Bn cnh cn c cc l do khc nh: S i hi ci tin hot ng S phi hp v nng sut lao ng Cn ch trng n mc tiu kinh doanh v tho mn mong i ca khch hng

Ebook.VCU www.ebookvcu.com t c v duy tr cht lng sn phm, dch v nhm p ng nhu cu nu hoc tim n ca khch hng To lng tin tng rng cht lng s t c v duy tr M ra nhng th trng mi v duy tr th phn Mong mun t c chng ch ca c quan chng nhn To c hi cnh tranh trn cng mt lnh vc vi t chc ln hn 5.2 Cc giai on c bn t chc trin khai h thng qun tr cht lng 5.2.1 Xem xt thc trng v la chn m hnh Bc 1: Xem xt v lit k cc hot ng kinh doanh chnh Doanh nghip cn xc nh cc hot ng chnh cn kim sot trong qu trnh SXKD Cc hot ng chnh ny s khc nhau tu thuc vo lnh vc hot ng ca doanh nghip Chng hn: Ch to; nh phn phi; Bn bun/ gi kho hng ho; dch v sa cha; t vn; o to Bc 2: La chn h thng v xc nh nhng ngoi l Nghin cu cc m hnh l thuyt hay thc tin c th p dng cho DN. C nhiu m hnh khc nhau DN c th lc chn nh: ISO 9000; TQM, HACCP, Nhn vo cc hot ng kinh doanh chnh lit k, so snh c trng ca DN vi cc m hnh bit v la chn mt m hnh qun tr cht lng ph hp nht cho DN. Vic la chn c th ph thuc vo: tm nhn ca lnh o, ngnh hot ng, lnh vc kinh doanh, ngun lc; vn ho ca t chc Kho st, nghin cu thc trng v ngun lc, v c ch hot ng, v cc quy trnh tc nghip xc nh khong cch ca h thng qun tr cht lng thc t so vi h thng c th la chn 5.2.2 T chc trin khai h thng QTCL DN cn xc nh chc chn danh sch cc hot ng kinh doanh chnh nhm mc ch: Xc nh cc yu t cu thnh khc nhau Quyt nh xem cc yu t c khp nhau khng C cn thay i nhng g h thng hot ng tt hn Xc nh cc yu t ca h thng mi (v d yu cu ca ISO 9001:2000), c th hin trong cc hot ng ca DN hay cha. Cc bc cng vic c th ca giai on ny bao gm: (slide sau) Bc 3: M t cng vic Mi ngi tham gia vit m t cng vic ca chnh h nhm xc nh: Ai chu trch nhim thc hin v kim tra cc cng vic Ni thc hin cng vic Khi no thc hin cng vic C th xy ra nhng s vic g v tin hnh ra sao? * Ch : Tp trung vo vic nu yu cu nhn s, khng cn m t chi tit cc thao tc nu l nhn vin kinh doanh hoc chuyn vin Trong trng hp l cng vic ca ngi lao ng bnh thng, cn m t chi tit hn. Cn xc nh mt lot cc hnh ng lin quan: bt u cng vic, ai gim st, ai quyt nh, h s lu kt qu Bc 4: i chiu, so snh nhng g vit ra tng ng vi cc hot ng kinh doanh phc tho trc Sau khi cc m t cng vic c vit, nhim v ca qun l l r sot li S ph hp, n khp ca nhng g c vit ra B sung nhng thiu sot hoc hiu chnh nhng im cha nht qun Bc 5: i chiu hot ng thc t vi m hnh la chn nhm nhn dng s tng ng gia yu cu ca tiu chun vi cc hot ng c lit k Th trng n v hoc i din lnh o cn thu hiu mi quan h gia cc ti liu ca DN vit ra vi ni dung ca tiu chun v xc inh xem DN c p ng Yu cu ca tiu chun

Ebook.VCU www.ebookvcu.com Yu cu kim sot qu trnh? Trong phn ln cc trng hp DN cn b sung cc ti liu ngoi cho ph hp vi h thng v cc hot ng kinh doanh ca mnh. Bc 6: p dng tiu chun v h thng qun tr cht lng: h thng QTCL thc s hot ng cn: Ch to nhng ti liu, hng dn thc s cn thit Ch to biu mu nu cn phi kim sot nhng cng vic ch yu Lp v lu tr h s khi: C vn ny sinh C kin tt c xut Khch hng hay ngi lao ng c nhu cu cn khc phc, ci tin Mi ngi cn phi c tip xc vi h thng ti liu Mi ngi c o to hiu h thng v tun th ng yu cu Bc 7: T chc trin khai h thng v cc tiu chun bng vic xy dng h thng n gin v ph hp vi hot ng kinh doanh ca DN. H thng ti liu c khun mu n gin, d s dng H thng ti liu l ngun tham chiu v thng trc cho vic xc nh ti sao, khi no, u, bng cch no mt hot ng qun l c tin hnh m bo cc hot ng kinh doanh c kim sot v mi ngi u hiu nhim v v trch nhim ca mnh Ti liu c th dng in trn giy, lu trn my tnh, s dng hnh v, bng biu, tranh nh, khun mu Vit nhng g thc tin cn Thc hin chnh xc nhng iu vit ra 5.2.3 Ci tin v hon thin h thng Bc 8: Cn nhc thng tin phn hi t h thng QTCL ci tin h thng Hy bt u t vic nh, c th Bt u t vic khc phc nhng im khng ph hp s dng vi qu thi gian v ngun lc ca mnh Thng xuyn xem xt, nh gi h thng lin tc ci tin, nng cao hiu qu h thng Bc 9: Theo di v tin lng nhng thay i bit DN t c nhng g nh gi nh lng cc qu trnh o lng nhng thit hi do nhng sai st Thng xuyn ghi chp, lu h s mi hot ng ci tin d nh n u Phi c cch tip cn ci tin lin tc v lu di h thng * Cc bc xy dng h thng QTCL theo ISO 9000 c hiu qu Bc 1: Cam kt ca lnh o. Bc 2: Thnh lp ban iu hnh v nhm Bc 3:B nhim i din lnh o Bc 4: Bt u chng trnh nhn thc ISO 9000 trong cng ty Bc 5: o to Bc 6: Kho st thc trng ban u Bc 7: Xy dng k hoch hnh ng* Bc 8: Trin khai bin son h thng ti liu Bc 9: Thc hin h thng Bc 10: nh gi cht lng ni b Bc 11: Xem xt lnh o Bc 12: nh gi trc chng nhn

Ebook.VCU www.ebookvcu.com Bc 13: ng k xin chng nhn (nu cn) k hoch hnh ng (bc 7)

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