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ihcnhatrang
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
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
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 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
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
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
yu t bn trong
- Men
- Methods
- Machine
- Materials
- Money
Cc
Khi
a dng
Khng c sn
Kh thu thp
Tri chiu nhau, tng gim khc nhau
TC
C PS
H
C PT
M Q0
100% phhp
100% phhp
C N TH ITPH IU TC H O C H TLN G
SCP
Quy tc 5 R
- Reject
- Rework
- Return
- Recall
- Regrets
Thc
AI C HNG LI T CHT
LNG
D oanhnghip
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.
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
Ki m tra
QC
Ki m
sot
cht
lng
m
bo
chtl
ng
TQ C
Q A
TQ M
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
Snphm
Th ch
th
Bc
3
Ti m n
Bc2
R rng
Bc1
Tuy t i
Thom n
C hp
nhn
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
Sn
phm
Sn
phm
Sn
phm
B
phn
QU TRNH
QU TRNH
QU TRNH
B phn
B phn
Khch
hng
Khch
hng
Khch
hng
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
Lm th no duy tr quyt tm ca mi
ngi cho cht lng?
S
kin nh
Trao i thng tin
S tham gia
Ki m tra
H och nh
D
T chcthchi n
G itrtrungbnh
x = i =1
n
( 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
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
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
D ngkhuyttt
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
R ngl
c
Vch ni
Hai nh
Phn b lch
Bnh nguyn
2 nh tch ri
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
A 2
B3
B4
d2
c4
D 3
D 4
A 4
3 1,95 1,02 0
2,58 1,18
4 1,63 0,73 0
2,29 0,80
5 1,43 0,58 0
2,11 0,70
2,00 0,55
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
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
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
Ka =
Ci *Vi
i =1
Vi
i =1
Trong :
Cc yu t
Mc ty
sch
Mc n
da tay
Hng thm
Bao b
Ga bn
Rt quan
tm
Quan tm
XC NH QUY M MU
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
PHNG PHP XC NH Ci
Phng
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
MC CHT LNG MQ
CT1:
MQ =
Ci * Vi
i =1
n
C
i =1
oi
* Vi
MC CHT LNG MQ
Ci
* Vi
i =1 C oi
n
Cng thc 2:
MQ =
V
i =1
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
QT
=
TC
0 1
SCP = (1 ) * 100%
SCP = (1 ) * DS
H S HU CH TNG I CA SN
PHM
= 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
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
S =
J =1
* GJ
G
J =1
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 )
K PHS =
K
J =1
PHJ
* GJ
G
J =1
I KD =
D0 ( 1 + R )
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
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
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
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
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
Xintr ntrngcm n!