You are on page 1of 122

Trng

ihcnhatrang

QUN TR CHT LNG

GV: PHM TH THANH BNH

NI DUNG MN HC
CHNG I: NHNG VN C BN V
CHT LNG SN PHM
CHNG II: QUN L CHT LNG
CHNG III: NH GI CHT LNG
CHNG IV: H THNG QUN L CHT
LNG

CHNG I:NHNG VN C BN V
CHT LNG SN PHM
S nphm

quan nim v chtlngsnphm


c im ca cht lng
C cyutnhhngnchtlng
snphm
Chi ph cht lng
ngha ca vic nng cao cht lng sn
phm
Cc

SN PHM
1. Khi nim v sn phm: Sn phm l kt
qu ca cc hot ng hay qu trnh
- Chia ra 2 nhm: sn phm vt cht v dch
v
- Sn phm vt cht v dch v c nhng
c im khc nhau cn bn no?

SN PHM
S n

phm vt cht

-Hu hnh
-D tiu chun ha
-C tn kho
tr
-Qa trnh sn xut v tiu
dng tch ri

Dch v
- V hnh
-Kh tiu chun ha
-Khng c d
-Qa trnh sn xut
v tiu dng ng
thi

CC THUC TNH CA SN PHM


2 nhm thuc tnh
- Thuc tnh cng dng: phn nh cng dng
ch thc ca sn phm
+ Thuc tnh mc ch
+ Thuc tnh kinh t k thut
+ Thuc tnh hn ch
- Thuc tnh th cm: phn nh s cm nhn
ca ngi tiu dng v sn phm
C

QUAN NIM V CHT LNG SN PHM

Quan nim siu hnh: Cht lng l s tuyt ho


Quan nim cht lng hng vo ngi sn
xut:Cht lng l s p ng cc tiu chun m
nh sn xut ra
Quan nim cht lng hng vo khch hng
-Deming: Cht lng l s tha mn nhu cu ca
khch hng
-Philip Crosby: Cht lng l s ph hp vi yu
cu
Quan nim ca ISO 9000:2000: Cht lng l mc
ca mt tp hp cc c tnh ca thc th p
ng cc yu cu xc nh v tim n

C IM CA CHT LNG
Cht

lng l s ph hp vi yu cu.V bt
k l do no nu ngi tiu dng khng chp
nhn sn phm th sn phm b coi l c cht
lng km
Cht lng bin i theo khng gian v thi
gian.
Cht lng l tp hp cc c tnh,cc ch
tiu lin quan n vic tha mn yu cu
Cht lng p dng cho mi thc th

CC THUC TNH CHT LNG SN PHM

Cc yu t hu hnh
- Cc tnh nng
- tin cy
- Tnh thm m
- Tnh thi trang
- an ton
- Tnh kinh t
Cc yu t v hnh
- Dch v km theo
- Thng tin
- Uy tn,danh ting ca cng ty

Ccthuctnhchtl
ngdchv
C cy uthuhnh
C cy utvhnh
tincy
Tnhtrchnhi m
Nng lc
Tnhcm thng

CC YU T NH HNG N CHT LNG

yu t bn ngoi
- Cc yu t v m:
+ Cc yu t v kinh t
+ Cc yu t v php lut
+ Cc yu t v t nhin
+ Cc yu t v khoa hc cng ngh
+ Cc yu t v x hi

Cc

CC YU T NH HNG N CHT LNG

yu t bn ngoi
- Cc yu t vi m:
+ Khch hng
+ Ngi cung cp
+ i th cnh tranh
+Sn phm thay th
+ i th tim n

C c

CC YU T NH HNG N CHT LNG

yu t bn trong
- Men
- Methods
- Machine
- Materials
- Money

Cc

CHI PH CHT LNG


nim:
Chi ph cht lng l ton b nhng chi ph
pht sinh khi cht lng c tha mn cng
nh ton b nhng chi ph pht sinh khi cht
lng khng c tha mn
thc cht chi ph cht lng l
ci gi phi tr t c s ph hp

Khi

PHN LOI CHI PH CHT LNG


Theonidungchiph

- Chi ph u t cho cht lng: l ton b


nhng chi ph pht sinh cn thit m bo
cht lng v nng cao cht lng
- Chi ph thit hi( SCP): l ton b nhng chi
ph pht sinh khi khng ph hp vi yu cu
+SCP hu hnh
+SCP v hnh

PHN LOI CHI PH CHT LNG

Theo tnh cht chi ph


- Chi ph phng nga: l ton b nhng chi ph pht
sinh cho nhng n lc nhm ngn nga nhng trc
trc v cht lng
- Chi ph nh gi: l ton b nhng chi ph pht sinh
cho cc hot ng kim tra,theo di, gim st, nh
gi
- Chi ph sai hng: l chi ph pht sinh khi khng ph
hp vi yu cu
+ Chi ph sai hng bn trong
+ Chi ph sai hng bn ngoi

C IM CA CHI PH CHT LNG


Rt

a dng
Khng c sn
Kh thu thp
Tri chiu nhau, tng gim khc nhau

M HNH CHI PH CHT LNG(PAF)


TRUYN THNG
C hi
ph

TC
C PS
H

C PT

M Q0

100% phhp

M HNH PAF HIN I


C hi
ph
TC
C PS
H
C PT
0

100% phhp

C N TH ITPH IU TC H O C H TLN G
SCP
Quy tc 5 R
- Reject
- Rework
- Return
- Recall
- Regrets

Gim SCP bng cch


Quy tc 5 zero
-zero defect
-zero storage
-zero paper
-zero delay
-zero error

TAGUCHI Nu b ra 1 ng cho hot ng phng


nga th s gim c 10000 ng cho khc phc
sai hng

NGHA CA VIC PHN TCH CHI PH


CHT LNG

Thc

tnh nhn thc ca lnh o v cht


lng
Xc nh nhng vn cn hon thin
Nng cao thc trch nhim trong cng vic
i vi nhn vin
Mi quan h gia cht lng vi nng sut
v cnh tranh

AI C HNG LI T CHT
LNG
D oanhnghip

vin ca doanh nghip


Khch hng
X hi
N hn

CHNG II: QUN L CHT LNG


nim v qun l cht lng
S khc nhau gia QLCL hin nay v QLCL
trc kia
Phng php qun l cht lng
Qun tr cht lng ton din TQM
p dng chu trnh PDCA ci tin cht
lng
Kim sot qu trnh bng thng k (SPC)
Khi

KHI NIM V QUN L CHT LNG


Q unlchtlngltphpcc

hot
ng c chc nng qun l chung nhm ra
chnh sch cht lng v thc hin n bng
cc bin php nh: hoch nh cht lng,t
chc thc hin, kim sot cht lng, m
bo cht lng,ci tin cht lng trong
khun kh ca h thng cht lng.

Chnh sch cht lng

Chnh sch cht lng l ,l nh hng chung ca


doanh nghip v cht lng do lnh o cao nht trong
doanh nghip ra.
Yu cu:
-Phi c s thng nht ca ton th cc thnh vin
trong doanh nghip
-Phi cng khai trong t chc cng nh cc i tng c
lin quan
-Phi th hin c s cam kt v cht lng

Hoch nh cht lng

Hoch nh cht lng l h thng cc hot ng c k


hoch nhm ra cc mc tiu cht lng,xy dng cc
hot ng,cc qu trnh, xy dng cc yu cu cht
lng v cc tiu chun cht lng sn phm
Cc mc tiu cht lng: phi tha mn cc yu cu
(SMART):
-c th(Specific)
-o lng c(Measureable)
-c thng nht( Agreed)
-Kh thi(Reality)
-C thi hn(Time constrained)

Kim sot cht lng: l h thng cc hot ng mang


tnh tc nghip tp trung vo thc hin cc yu cu cht
lng
m bo cht lng :l h thng cc hot ng nhm
to ra s tin tng rng cc yu cu cht lng s
c thc hin
Ci tin cht lng: l ton b cc hot ng cho nhng
n lc nhm gia tng hiu lc v hiu qu trong t chc
v p ng ngy cng tt hn yu cu ca khch hng
H thng qun l cht lng( hay H thng cht
lng) bao gm c cu t chc,trch nhim,cc th
tc,cc quy trnh v ngun lc trin khai qun l cht
lng

C IM CA QUN L CHT LNG


NGY NAY
Tiuch

Q LC Lhi nnay

Q LC Ltrckia

Tnhcht
Q unl
Kthut nthu n
T m nhn
C hi nl
c
Tcnghi p
D ihn,thom nk/h Tichnh,ng nhn
M ctiu
Snphm K tqucahot ng N hnggbnrangoi
Khchhng Bnngoi+nib
Bnngoi
Trchnhi m M icp,m ibphn PhngKC S
C hcnng Thchi ntheoPD C A Ki m tra,ki m sot
Vn
Theoh thng
Bi tlp,trcdi n
G iiquy t N guynnh n, ngvinH nhchnh,cngch
TptrungvoQ utrnhTptrungvok tqu
it
ng
Sphnngcak/h TiuchunD N tra
nhgi
Phng chmPhng nga
Khcphc

PHNG PHP QUN L CHT LNG

Ki m tra
QC

Ki m
sot
cht
lng

m
bo
chtl
ng

TQ C

Q A

TQ M

KHI NIM V QUN L CHT LNG


TON DIN (TQM)
TQ M l cchthct chcqunlcam t
doanhnghi ptptrungvochtl
ngthng
quavi c ngvinthuhttonbm ithnh
vintham giavoqunlchtl
ngm icp,
m ikh unhm t cthnhcngl udinh
vi cthom nnhuc ukhchhng,v em lili
chchom ithnhvinvchoxhi

MC TIU CA TQM
m bovkhngngngciti nchtl
ng
nhm tham nttnhtnhuc ukhchhng
Ti tki m chiph
Pht huy yu tconngi
Tngkhnngcnhtranh

NGUYN
NGUYN L
L CA TQM
TQM
1.C htl
nglnhnthccakhchhng
Xutphtt c i m nhuc u
i utranghincunhuc u
Todngm iquanh ttvikhchhng

AI L KHCH HNG ?

N hng it
ngc ihilinquantrcti p n
chtl
ngm doanhnghi pphithom n
Khchhngbnngoi
M uav ch bi n
M uav bn
M ua tiudng
C ct chcqunlnhnc
Khchhngnib

PHN LOI THEO TM QUAN TRNG


Sngcn
20%
80%
C li
80%
20%
Khchhng

Snphm

K VNG KHCH HNG

Th ch
th
Bc
3
Ti m n
Bc2
R rng
Bc1
Tuy t i

Thom n

C hp
nhn

CC PHNG PHP IU TRA NHU CU


KHCH HNG
C ao

i utratrcti p:Phngvn,H ingh


khchhng,N ghincuthtrng

H i ubhi t
h
c

h
k
ng

tkhch

M chi
h

ng

ubi

Bndchv, ngd y
nng,khost,ph ntch
doanhthu
L
ngnghe

Thp

M cch ng

C ao

NGUYN L CA TQM
2.C onngiltrungt m
N nglcchuynm n
N hnthcvhi ubi tv qunlchtl
ng
Tinhth ntrchnhi m
Shi ptc,phihp

NGUYN L CA TQM
2.C onngiltrungt m
oto
G iodcthctrchnhi m
Thay iphongcchlnh o
Tptrungvo ngvinkhuy nkhch
C hoph psngtovkhuy nkhchsngto

N GUYN L CA TQM
3.Q uan i m h thngtrongqunlchtl
ng
Quan h rng buc,tng tc ln nhau
Tc ng cng hng
Tnh ton din
Hp tc cng c li

NGUYN L CA TQM
4.Q unltheoqutrnh
Xem x ttrongm iquanh uvo ura
Sdngcngcthngkki m sotqutrnh
Xabnguynnh nphngngastidi n
Phngngahnkh cphc
Lm ngngayt u

B PHN CHC NNG


B phn

Sn
phm
Sn
phm

Sn
phm

B
phn

QU TRNH

QU TRNH

QU TRNH

B phn

B phn

Khch
hng

Khch
hng

Khch
hng

Qun l theo qu trnh mang li nhng li ch g?


hng n mt mc tiu chung
Thc y s hp tc thc s
Trao i thng tin thun li
Cng chu trch nhim i vi kt qu cui cng
To c hi mi ngi tham gia vo hot
ng ci tin cht lng
m bo u ra ca hot ng
ny l u vo tt cho hot ng k tip trong
qu trnh
Khch hng c tha mn
Cng

NGUYN L CA TQM
5. Ci tin lin tc(Kaizen)
-Mt s lng ln cc ci tin chi tit
- Thc hin trong mt khong thi gian di
- C s tham gia ca tt c b phn trong doanh nghip

NGUYN L CA TQM
6.X ydngquanh cngclivinhcung
ng
Lachnvtptrungvostnhcung
ng
C htl
ngltiuchunhng uquy t nh
lachn
X ydngm iquanh l udi n nh
D atrnni m tin,cngcli
X ydngh thngthngtinphnhinhanh

NGUYN L CA TQM
7.VndngnguynlPareto
Xc nhnhng i m thencht
Tptrungngunlcgiiquy tdt i m
Tm ki m chiciti ntinhng i m
D t i m tnggiai on

NGUYN L CA TQM
8.Q uy t nhdatrnconsvski n
C bngchng
D atrnsli uthngk
Lnghoccvn v chtl
ng

C IM CA TQM

V mc tiu: Coi cht lng l mc tiu s 1 ch


khng phi li nhun trc mt
M rng tm kim sot sang cc c s cung ng
Cam kt ton din i vi cht lng: i hi mi
ngi c lin quan u phi cam kt t cht lng
Lm vic theo nhm: hnh thnh cc nhm ci tin
cht lng
Loi b nguyn nhn gc r hn l gii quyt triu
chng : p dng phng php 5 WHY

Lm th no duy tr quyt tm ca mi
ngi cho cht lng?
S

kin nh
Trao i thng tin
S tham gia

Nhm ci tin cht lng

Nhmcitinchtlngl mt nhm nh nhng


ngi cng lm vic mt ni t nguyn v h
chn nhng vn m h mun gii quyt
Mc tiu ca nhm:
Thc y nhn vin tham gia tch cc vo vic gii
quyt cc vn cht lng
- Ci tin lin tc cng vic ca nhm
Ga s doanh nghip ca bn thnh lp nhm ci tin
cht lng.Bn hy ngh xem nhng kh khn no c
th s cn tr nhm lm tt cng vic ra?

NHM CHT LNG HOT NG C


HIU QU DOANH NGHIP PHI LM G?
s quyt tm cao
H tr nhm
- h tr v o to
- trao i thng tin
- to v duy tr cc iu kin lm vic thun li
Trao quyn cho nhm
C

CHU TRNH DEMING (PDCA)


C iti n

Ki m tra

H och nh

D
T chcthchi n

P DNG CHU TRNH PDCA CA TIN


CHT LNG
PLA N :5W +1H
W hat
-Why
-Where
-Who
-How
-When
D O :trinkhainhng g vch ra khu Plan trong
thc t
CHECK: kim tra kt qu ci tin
ACTION: c nhng tc ng thch hp

MT S GI TR THNG K CHT LNG


M tsgitrthngkchtl
ng
n

G itrtrungbnh

x = i =1
n

Khongbi nthin=X m axX m in

( x
n

l chchun

i =1

PHN B CHUN

x 1 : 68,28%

x 2 : 95,44%
x 3 : 99,72%

nxu

G itrtrungbnh

NNG LC CA QU TRNH
N nglcqutrnhlkhnngca1qutrnhhot
ng snxutrasnphm nm trongdung
saim ongm untrongm tgiai onl udixc
nh

USL LSL
Cp =
6

C plch snnglccaqutrnh
U SLlgiihndungsaitrn
LSLlgiihndungsaidi

NNG LC CA QU TRNH
C p<1:Q utrnhkhng nnglc
1<C p<1,33:Q utrnhcnnglcv cki m
sotbnhthng
C p>1,33:N nglcttvki m sotch tch
H o c

LSL x 3 USL thqutrnhcnnglc

KIM SOT QU TRNH BNG THNG K


Phiukim

tra:l mt dng biu mu c


thit k sn thu thp d liu phc v cho
hot ng qun l cht lng
Lu ( biu tin trnh):m t cc bc
ca mt qu trnh bng hnh nh hoc cc k
hiu k thut
S nhn qu( biu xng c):xc nh
cc nguyn nhn i vi ch tiu cht lng cn
phn tch
Biu phn tn:m t mi tng quan gia 2
nhn t bng k thut m my im

V d: Quy trnh sn xut hp tht gh

Gh nguyn liu

Tch tht

Bo qun

Kim xng

Thanh trng

Soi n

V lon

S NHN QU
(M en)
C onngi

(M achine)
M y

(M enagm ent)
Q unl

C h tiu
chtl
ng

(M aterials)
N guynli u

(M ethod)
(Envirom ent)
Phngphp M itrng

V d: S nhn qu giao hng chm


M y,thi tb

Thi ulixe

Xehng
trn ng
Bcngangi
Khng
cs n
xe
C htl
ng
khng m
bo
Khngc
s nhngti
kho

H ngho

olng

C onngi

ach
khngr

Thi ung
ibcd

G iao
hng
chm

abn
phctp

X plch
khngtt Tm ki m
trongkho
l u

Q unl

Khngcthi
gianchun

T c ng
Thiti txu

M itrng

S SINH VIN C MT
TRN LP

BIU PHN TN

50
40
30
20
10
0

Series1

5
S LN IM DANH

10

0.927634

BIU PARETO
Thccht:thhnhctphnnhdli uchtl
ng
thu cx px ptheothttcao nthp
Tcdng:
C hothyrki usaistph bi nnht
Xc nhthtu
tingiiquy tvn

Cch xy dng biu Pareto


Ccb c:
X cnhccloisaistvthuthpdliu
X pxpdliutrongbngtheothttlnxungb.
Tnhtlphntrm catngdngsaist
X cnhtlphntrm theotheosaistchlu.
V thcttheotl% caccdngsaist
V ngtchlutheos% tchlutnh.
G hiccthngtincnthit

V d: xy dng biu Pareto v cc dng


khuyt tt ca sn phm

D ngkhuyttt

Ssn Tl% cc K huyt


phm b

dng

khuyttt khuyttt

Tl%

tttch khuyttt
lu

tchlu

K huytttvhn

212

53,0

212

53,0

K huytttvsn

114

28,5

326

81,5

K huytttvlprp 42

10,5

368

92,0

K huytttvtin

18

4,5

386

96,5

Cckhuytttkhc 14

3,5

400

100,0

Tngs

100,0

400

BIU PARETO
Bi
u

Paret
o
v
cc
dng
khuyt

t
t
100
90
80
70

50

ng
khuy

t
t

40
30

%
cc
d

60

20
10
0
1

C c
dng
khuyt
tt

T l% t
ch lu
T l% cc dng
khuy
t tt

BIU PHN B MT
Thc cht: l 1 th hnh ct cho thy hnh nh s
bin ng ca 1 tp hp cc dliu

Mc ch: nh gitnhtrngqutrnhbnhthnghay
bt thng
Yu cu: S liu phi ln > 50

CCH XY DNG BIU PHN B MT

Thu thp d liu


Xc nh gi tr ln nht v gi tr nh nht trong tp d liu
Xc nh s khong K =
hoc chn K bng s hng
n
hoc s ct cu tp d liu
Xc nh rng ca khong h = Xmax-Xmin
K1
Xc nh gii hn mi khong
Gii hn khong u tin: (Xmin h/2,Xmin+h/2)
Xc nh tn s ca mi khong
V biu phn b mt

CC DNG BIU PHN B MT


Phn b chun

Cc dng khng bnh thng

R ngl
c

Vch ni

Hai nh

Phn b lch

Bnh nguyn

2 nh tch ri

BIU KIM SOT


Thc

cht:l dng biu c mt ng tm v


2 ng gii hn trn v gii hn di song
song vi ng tm
Mc ch: nh gi tnh trng qu trnh c kim
sot c hay khng kim sot c

CCH XY DNG BIU KIM SOT


thp d liu
Tnh gi tr trung bnh hay rng ca mi nhm
Tnh gi tr trung bnh hay rng trung bnh ca
tt c cc nhm
ng tm chnh l ng biu th gi tr trung
bnh hay rng trung bnh ca tt c cc nhm
Xc nh cc gii hn kim sot
V biu kim sot
Thu

MT S BIU KIM SOT C BN


ngtm

Loibiu

BiugitrtrungbnhX x = xi

X=

BiuphntnR

x
N

Biutl% snphm Pi

p=
n
khuytttp
ci
Biukhuytttc

GHT , GHD = X A2 R

Ri
R=
N

c=

nggiihn

GHT = D4 R v
GHD = D3 R

p(1 p )
GHT , GHD = p 3

N
GHT , GHD = c 3 c

CC H S CA BIU KIM SOT


N A 3

A 2

B3

B4

d2

c4

D 3

D 4

A 4

3 1,95 1,02 0

2,57 1,70 0,886 0

2,58 1,18

4 1,63 0,73 0

2,27 2,06 0,921 0

2,29 0,80

5 1,43 0,58 0

2,10 2,33 0,940 0

2,11 0,70

6 1,29 0,48 0,03 1,97 2,53 0,952 0

2,00 0,55

7 1,18 0,42 0,12 1,88 2,70 0,959 0,076 1,92 0,51


8 1,10 0,37 0,19 1,81 2,85 0,965 0,14 1,86 0,43
9 1,03 0,34 0,24 1,76 2,97 0,969 0,18 1,82 0,42
10 0,98 0,31 0,28 1,72 3,08 0,973 0,22 1,78 0,36

VngA
VngB
VngC
VngC
VngB
VngA

V D: B DY TM THP
STT X 1
1
8
2
10
3
9
4
10
5
15
6
12
7
7
8
8
9
9
10
4
11
5
12 13
13 12
14
8
15 10
16 11
17 12
18
8
19
7
20
9
21
6
22
8
23 12
24 10
25 12

X 2
6
8
6
7
7
9
7
5
12
6
13
4
10
6
5
3
8
2
5
16
9
4
14
8
6

X 3
11
9
5
5
8
4
7
12
12
15
17
12
14
3
7
9
2
10
11
7
9
10
8
8
3

X 4
4
7
6
4
7
8
11
11
8
6
5
7
14
5
11
13
13
15
8
8
12
12
4
11
11

X 5
7
3
7
9
9
11
10
13
11
13
12
16
13
9
11
12
13
9
8
8
10
11
13
4
6

X i
7.2
7.4
6.6
7
9.2
8.8
8.4
9.8
10.4
8.8
10.4
10.4
12.6
6.2
8.8
9.6
9.6
8.8
7.8
9.6
9.2
9
10.2
8.2
7.6
8.864

R
7
7
4
6
8
8
4
8
4
11
12
12
4
6
6
10
11
13
6
9
6
8
10
7
9
7.84

BiuX
221,6
1
X =
Xi = =
8,864
25
25

1
196
R =
Ri = =
7,84
25
25

Giihntrn
GH T=X +
A2 R =0,577.7,84=13,388
GH D=X
A2 R =
0,557.7,84 =
4,34
BiuR:

R =7,84

GH T=D 4 R =2,114.7,84=16,574

GH D=D 3 R =0.7,84=0

BIU KIM SOT X


Biu

kim
sot
X
16
14
12

a
ch
tiu

10
8

a
tr

6
4

Series1
Series2
Series3
Series4

2
0
1

9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

S
nhm
m u

BIU KIM SOT R


Biukim sotR
18

BIU KIM SOT R

16
14
12

Series1
Series2
Series3
Series4

ph

8
6

ntn

10

4
2
0
1

11

13

15

17

Snhm m u

19

21

23

25

CHNG III:NH GI CHT LNG


Cht lng c o lng thng
qua s hi lng ca khch hng
Philip Crosby: Cht lng c o lng
thng qua ci gi ca s khng ph hp
nh gi hiu qu cng tc qun l cht
lng trong doanh nghip qua 2 ch tiu:
- S hi lng ca khch hng
- S tit kim chi ph
Deming:

H S CHT LNG CA SN PHM

Cng thc tnh:

Ka =

Ci *Vi
i =1

Vi
i =1

Trong :

- n l s ch tiu cht lng trong h thng ch tiu


cht lng
- Vi l trng s ca ch tiu th i
- Ci l gi tr ca ch tiu th i

PHNG PHP XC NH TRNG S


Phng php iu tra th t u tin ca ch tiu
cht lng
-iu tra v th t u tin ca ch tiu ( bng cch yu
cu ngi tr li xp xp mc quan tm cc ch tiu
t 1 n n)
-Quy i t th t u tin sang im nh gi tm quan
trng vi thang im quy i bng n
-Tnh trng s :
Vi= im nh gi tm quan trng ca ch tiu th i
Tng im nh gi tm quan trng ca n ch tiu

PHNG PHP XC NH TRNG S


Phng

php iu tra bng cch yu cu


ngi tr li biu th kin ca mnh bng
cch nh du(x) vo mt trng trong cc
ngh c nu ra
-Xy dng Bng cu hi
-T chc iu tra v thu thp d liu
-Da vo kt qu tng hp tnh trng s

V D : Xin anh(ch) vui lng cho bit mc quan tm ca


anh(ch) i vi cc yu t di y
khi quyt nh la chn sn phm bt git bng cch nh du
(x) vo trng ( t hon ton khng quan tm( 1 im) n rt
quan tm( 5 im)

Cc yu t
Mc ty
sch
Mc n
da tay
Hng thm
Bao b
Ga bn

Rt quan
tm

Quan tm

Khng c Khng quan Hon ton


kin
tm
khng quan
tm

XC NH QUY M MU

Cng thc tnh:

Z *
N=
2
e
2

N: quy m mu
Z 2 l gi tr tng ng ca min thng k (1 ) / 2 tnh t trung tm
ca min phn phi chun khi bit tin cy cho trc.Trong
kinh doanh tin cy thng c chn l 95%, lc Z =
2 1,96
lch chun( xc nh bng cch nghin cu trn mt mu
nh)hoc da vo nghin cu trc
e: sai s mu cho php(do nh nghin cu quy nh)

PHNG PHP XC NH Ci
Phng

php chuyn gia


- Thnh lp Hi ng chuyn gia
-Yu cu cc chuyn gia nh gi cht lng sn
phm bng cch cho im theo thang im m
HCG la chn cho tng ch tiu cht lng ca
sn phm cn nh gi
- im trung bnh ca HCG cho ch tiu cht
lng th i chnh l gi tr Ci ca sn phm cn
nh gi

PHNG PHP XC NH Ci
Phng

php iu tra kin khch hng


bng cch yu cu h biu th cm nhn ca
mnh v sn phm bng cch nh du x vo
mt trng trong cc ngh c a ra
- Xy dng bng cu hi
- T chc thu thp d liu
- Da vo kt qu tng hp xc nh Ci

V d:Xin anh(ch) vui lng cho bit cm nhn ca anh (ch) sau
khi s dng bt git TIDE bng cch nh du x vo trng ( t
hon ton khng ng ( 1 im) n hon ton ng ( 5 im)

Cc yu t
Ty sch
Khng n da
tay
Hng thm
d chu
Bao b hp
dn
Ga c hp
l

Hon ton
ng

ng

Khng c
kin

Khng ng Hon ton

khng ng

MC CHT LNG MQ

Mc cht lng biu th mc ph hp vi yu cu


Cng thc tnh
n

CT1:

MQ =

Ci * Vi
i =1
n

C
i =1

oi

* Vi

Coi: gi tr ca ch tiu th i ca nhu cu hay mu chun


0 M Q 1

MC CHT LNG MQ

Ci
* Vi

i =1 C oi
n

Cng thc 2:

MQ =

V
i =1

SCP= (1- MQ)*100% (%)


SCP=(1- MQ)*Doanh s (tin)

MC CHT LNG
Nu cng ty sn xut hoc kinh doanh S loi sn
phm th mc cht lng ca cng ty c xc
nh nh sau:
S

M QS =

M
J =1

QJ

* GJ

G
J =1

GJ: Doanh s sn phm th J

TRNH CHT LNG TC


Trnh cht lng ca sn phm biu th mi tng
quan gia li ch m sn phm c kh nng cung cp
v chi ph d kin b ra tha mn nhu cu khi s
dng sn phm
Cng thc tnh
LNC
TC=
(n v li ch/ n v tin)
GNC
LNC: li ch m sn phm c kh nng cung cp
GNC: chi ph tha mn nhu cu d kin
GNC=GSX+GSD

CHT LNG TON PHN QT


Cht

lng ton phn ca sn phm biu th


mi tng quan gia li ch thc t ngi
tiu dng nhn c v chi ph thc t ngi
tiu dng b ra tha mn nhu cu khi s
dng sn phm
Cng thc tnh
Ltt
QT =
( n v li ch/n v
tin)
Gtt
Ltt: li ch thc t ngi tiu dng nhn c

HIU SUT S DNG SN PHM

Hiu sut s dng sn phm biu th mc


ph hp ca sn phm vi yu cu
Cng thc tnh:

QT
=
TC

0 1

SCP = (1 ) * 100%
SCP = (1 ) * DS

H S HU CH TNG I CA SN
PHM

H s hu ch tng i ca sn phm biu th


mc ph hp ca sn phm vi yu cu
Cng thc tnh:

= 1 * 2 * (1 )
-h s tng quan:

0 1

SLSPBAN
1 =
SLSPSXHAYMUAVAO

H S HU CH TNG I CA SN
PHM

H s s dng k thut:
CT1

CT2

2 =

PS
PT

2 = 1

PT PS
PT

P T:gi tr thng s k thut khi thit k hoc khi sn xut


PS:gi tr thng s k thut khi s dng
Lu : -Khi cc gi tr thng s k thut phn nh ng th p
dng CT1
-Khi cc gi tr thng s k thut phn nh khng ng th
p dng CT2

H S HU CH TNG I CA SN
PHM
H s hao mn sn phm:
=1

GT
G0 * (1 + R ) T

Trong :
Gt: gi tr sn phm thi im phn tch t
Go: gi tr sn phm thi im ban u
R: sut chit khu
T: s thi on

H S HU CH TNG I CA SN
PHM

Nu cng ty sn xut hoc kinh doanh S loi sn


phm th:
S

S =

J =1

* GJ

G
J =1

SCP = (1 ) * 100% (%)


SCP = (1 ) * DS (TIN)

H S PHN HNG CA SN PHM


H s phn hng biu th mc ph hp vi yu
cu
Trng hp khng c ph phm

K PH

n1 g1 + n2 g 2 + n3 g 3
=
( n1 + n2 + n3 ) g1

Trng hp c ph phm

n1 g1 + n2 g 2 + n3 g 3
K tt =
( n1 + n2 + n3 + n ) g1

Hay: K tt = K PH (1 x )

H S PHN HNG CA SN PHM

Trng hp cng ty sn xut hoc kinh doanh S loi


sn phm:
S

K PHS =

K
J =1

PHJ

* GJ

G
J =1

SCP = (1 K PH ) * 100% (%)


SCP = (1 K PH ) * DS (TIN)

CH S CHT LNG KINH DOANH

Ch s cht lng kinh doanh l mt ch tiu nh gi


gin tip hiu qu ca cng tc qun l cht lng v
kha cnh kinh t
Cng thc tnh:

I KD =

D0 ( 1 + R )

CH S CHT LNG KINH DOANH

Trng hp tnh ch s cht lng kinh doanh cho


S loi sn phm:
S

I KDS =

D
J =1

D0 J ( 1 + R J )
J =1

Li(hay l) thc :
L = D D0 (1 + R) T
S

J =1

J =1

LS = DJ D0 J (1 + RJ )

TJ

1
TJ

CHNG IV: TIU CHUN H THNG


QUN L CHT LNG
Gii

thiu mt s tiu chun h thng qun


l cht lng ph bin hin nay
Nguyn l ca h thng qun l cht lng
Yu cu khi xy dng h thng qun l cht
lng
B tiu chun ISO 9000

MT S TIU CHUN H THNG QUN L CHT LNG


B

tiu chun ISO 9000


GMP
HACCP
QS 9000
ISO 14000
SA 8000

CC NGUYN L XY DNG V VN HNH


H THNG QUN L CHT LNG
H

thng qun l cht lng quyt nh


cht lng sn phm
Qun l theo qu trnh
Phng nga hn khc phc
Lm ng ngay t u

YU CU KHI XY DNG H THNG QUN L CHT LNG

Lachntiu chun h thngchtlngph


hpvil nhvcSXkinhdoanh
X ydngdatrnnguynt cphngnga
m bostham giacam ithnhvin
C scam k tcalnh o
Xc nh y ccqutrnh
Vnbnha
nhgithngxuyn

HthngQunlchtl
ngtheoiso9000

ISO 9000l g?
C cnguynt c
C utrccaISO 9000
Tili ucaISO 9000
Trin khai p dng ISO 9000 trong doanh nghip

ISO 9000 L G?
ISO :(InternationalO rganisationforStandardization)
T chcquct v tiuchunho
ISO 90001987
ISO 90001994
ISO 90002000
B tiu chun ISO 9000 thc cht l H thngvnbn
quy nhccyuc uv H TQ LC Lnhm m bo,
duytrvpdngccbi nphpciti nchtl
ng
khngngng tham nkhchhng,yuc uca
nhch khcvn ngcaohi uqusnxutkinh

B TIU CHUN ISO 9000


C tnhquct
pdngchom il nhvc,loihnhdoanhnghi p
Tnguy n,khngp t,b tbuc
Khngphil i uki nthnhcng,songl i u
c nchostham giahinhp.

CC NGUYN TC CA ISO 9000


Trchnhi m
lnh o

C chti pcn
H thng

C iti n
Lintc

nhhng
khchhng

ISO 9000

H ptcvi
nhcungng

Stham gia
cam ingi

Phngphp
qutrnh

Q datrn
ski n

CU TRC CA B TIU CHUN


ISO9000(PHIN BN 2000)
C S V THUT NG
ISO 9000:2000

HNG DN
CI TIN

CC YU CU
ISO 9001:2000

ISO 9004:2000

HNG DN NH
GI HTCL V
HTQLMT
ISO 19011:2000

HNG DN VIT TI
LIU HTQLCL
ISO 10013:2000

TI LIU CA H THNG QUN L CHT


LNG
1
2
3

taychtl
S
ng

Cc th tc
H ngdncngvi c

H schtl
ng

CC YU CU V HTQLCL-ISO 9001:2000
Yuc uchung
Trchnhi m lnh o
Q unlngunlc
Snxutsnphm
olng,

ph ntchvciti n

Yucuchung
N hnbi tccqutrnh
Xc nhtrnhtccbctrongtngqu
trnh
M ilinh tng

tcgiaccqutrnh
Xc nhchunm c,phngphp tc
nghi pvki m sotchi ulcccqutrnh

YU CU CHUNG
m bongunlcvthngtinc nthi t
htrchovnhnhvgim stccqu
trnh
Theodi, olng

vph ntchccqu
trnh
Thchi ncchot ng t ccck t
qu
d nhvciti nlintc

Ccyucucbn
C iti nlintc
Khch
hng

Khch
hng
Trchnhi m
lnh o
olng

citi n

Q unl
ngunlc
C c
yuc u

Snxut
snphm

Tho
m n

Trchnhimlnho
C am k t
nhhngvokhchhng
X ydngchnhschchtl
ng
H och nhchtl
ng
C h nh idi ncalnh o
Thngtinnib
T chccccucxem x tcalnh o

Qunlngunlc
C ungcpngunlc
1.N gunnh nlc
2.C sht ng
3.M itrng

lm vi c

Tosnphm
H och nhvi ctosnphm
Xc nhccyuc ulinquan nsn
phm
Thi tk snphm
M uahng
Ki m sotsnxutv cung cp dch v
Xcnhngitrsdngccqutrnhsn
xutv cung cp dch v
Xc nhngungc

olng,

phntchvcitin
Theodiv olng

ccqutrnh
Theodiv olng

snphm
Ki m sotsnphm khngphhp
Ph ntchdli ucungcpthngtinv stho
m nkhchhng,skhngphhp

C iti n
H nh ngphngnga
H nh ngkh cphcskhngphhp

TRIN KHAI P DNG ISO 9000 TRONG DOANH


NGHIP
1.C am k tcalnh o
2.ThnhlpbanISO
3.Thuchuyngiat
vn(n uc n)
4.X ydngk hochpdngISO 9000
5.oto
6.Khosttnhtrnghi nti

TRIN KHAI P DNG ISO 9000 TRONG DOANH


NGHIP
7.Vi ttili uchtl
ng
8.Ph bi n, otovcngbpdng
9.nhgichtl
ngnib
10.Xem x tliqunl
11.nhgitr
ckhim ichngnhn
12.Xin nhgichngnhn
13.Duy tr v ci tin HTQLCL

Xintr ntrngcm n!

You might also like