B GIO DC V O TO TRNG I HC KINH T TP.

HCM
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TI TIU LUN

PHN TCH LI CH P DNG ISO 9000 TI CNG TY CP BO HIM PJICO & KH KHN TRONG QU TRNH P DNG

GVHD: TS. Ng Th nh Nhm thc hin: Nhm 5 Lp: Cao hc K20 - m 5

TP.HCM, NM 2012

DANH SCH NHM 5 LP CAO HC K20 M 12

1. Nguyn Thnh Phng 2. Nguyn Ngc Duy 3. Nguyn Phi Long 4. Trn Vn Trung 5. Trn Thy Linh 6. Nguyn Th Bch Ngc 7. Nguyn Th Bo Trm 8. Nguyn Th Anh o 9. Nguyn Th Hng Du

K20 - m 5 - Nhm 5

MC LC I. TNG QUAN ISO 9000..............................................................................4 1. ISO 9000 l g?.........................................................................................4 2. i tng p dng ....................................................................................6 3. Li ch ......................................................................................................6 4. Cc bc xy dng ISO 9000...................................................................7 5. Cc bc trin khai...................................................................................7 6. Yu cu i vi Doanh nghip khi xy dng H thng ISO 9000...........9 II. THC TRNG P DNG H THNG QUN L CHT LNG ISO 9000 TI CNG TY CP BO HIM PETROLIMEX - PJICO ....10 1. S lc v cng ty CP Bo Him Petrolimex.........................................10 2. Thc trng ti Pjico trc khi p dng tiu chun ISO 9001:2008........12 3. L do PJICO trin khai p dng h thng qun l cht lng ISO 9001:2008 ...................................................................................................12 4. H thng qun l cht lng ISO 9001-2008 ti PJICO.........................13 III. LI CH & KH KHN CA PJICO KHI P DNG ISO 9001:2008 16 1. Li ch.....................................................................................................16 2. Kh khn.................................................................................................29 IV. NHNG BIN PHP GIP PJICO VT QUA KH KHN......31 1. Tnh tin phong ca ngi lnh o........................................................31 2. Tnh chia s, thu ht mi ngi ca ngi lnh o...............................31 3. Xc nh nhng nguy c tim n............................................................32 4. Tip tc duy tr........................................................................................32 BN NGH XC NHN NP PH BO HIM................................33 34 V vic : yu cu gim nh v tnh tan thit hi...........................35 ***...............................................................................................................37 H S THANH TON BI THNG ....................................................37 H s s: ...................................................................37 ***...............................................................................................................39 H S THNG BO TI BO HIM ....................................................39 H s s: ...................................................................39 PH LC

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TI LIU THAM KHO

PHN TCH LI CH P DNG ISO 9000 TI CNG TY CP BO HIM PJICO & KH KHN TRONG QU TRNH P DNG

I. TNG QUAN ISO 9000 1. ISO 9000 l g? ISO 9000 l b tiu chun quc t v h thng qun l cht lng, p dng cho mi mi loi hnh t chc/doanh nghip nhm m bo kh nng cung cp sn phm p ng yu cu khch hng v lut nh mt cch n nh v thng xuyn nng cao s tho mn ca khch hng. B tiu chun ISO 9000 gm cc tiu chun c bn l:

ISO 9000:2005 H thng qun l cht lng - C s v t vng ISO 9001:2008 H thng qun l cht lng - Cc yu cu ISO 9004:2009 Qun l t chc thnh cng bn vng ISO 19011:2011 Hng dn nh gi cc h thng qun l

Cc tiu chun c bn trong b tiu chun ISO 9000 ISO 9001:2008 l tiu chun quy nh cc yu cu i vi vic xy dng v chng nhn mt h thng qun l cht lng ti cc t chc/doanh nghip.

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Tiu chun ny quy nh cc nguyn tc c bn qun l cc hot ng trong t chc, doanh nghip v vn cht lng thng qua 5 yu cu sau:

H thng qun l cht lng Trch nhim ca lnh o Qun l ngun lc To sn phm o lng, phn tch v ci tin

Xy dng h thng qun l cht lng theo ISO 9001:2008 s gip cc t chc/doanh nghip thit lp c cc quy trnh chun kim sot cc hot ng, ng thi phn nh r vic, r ngi trong qun l, iu hnh cng vic. H thng qun l cht lng s gip CBNV thc hin cng vic ng ngay t u v thng xuyn ci tin cng vic thng qua cc hot ng theo di v gim st. Mt h thng qun l cht lng tt khng nhng gip nng cao cht lng, hiu qu hot ng v s tha mn ca khch hng v cn gip o to cho nhn vin mi tip cn cng vic nhanh chng hn. ISO 9000 c T chc Tiu chun ha quc t ISO ban hnh ln u tin vo nm 1987. Trc vo nm 1959, C quan quc phng M ban hnh tiu chun MIL-Q-9858A v qun l cht lng bt buc p dng i vi cc c s sn xut trc thuc. Da trn tiu chun qun l cht lng ca M, nm 1968, T chc Hip c Bc i Ty Dng NATO ban hnh tiu chun AQAP-1 (Allied Quality Assurance Publication) quy nh cc yu cu i vi h thng kim sot cht lng trong ngnh cng nghip p dng cho khi NATO. Nm 1979, Vin Tiu chun Anh (BSI) ban hnh tiu chun BS 5750 - tiu chun u tin v h thng cht lng p dng rng ri cho cc ngnh cng nghip v l tin thn ca tiu chun ISO 9000 sau ny. Cho ti nay, ISO 9000 qua cc k sa i vo cc nm 1994, 2000 v hin ti l tiu chun ISO 9001:2008. Nhm a ra tiu chun h thng qun l cht lng ph hp vi c th ca mt s ngnh, T chc Tiu chun ha quc t ISO v mt s hip hi ban hnh mt s tiu chun h thng qun l cht lng chuyn ngnh sau:

ISO/TS 16949 - Tiu chun h thng qun l cht lng i vi cc c s sn xut t, xe my v ph tng; ISO 13485 - Tiu chun h thng qun l cht lng i vi cc c s sn xut thang thit b y t; ISO/TS 29001 - Tiu chun h thng qun l cht lng ngnh du kh;

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TL 9001 - Tiu chun h thng qun l cht lng ngnh vin thng; AS 9001 - Tiu chun h thng qun l cht lng ngnh hng khng v tr;

Theo thng k ca t chc ISO (ISO Survey of Certification 2010, xut bn ngy 01-12-2011), tnh n cui thng 12/2010, t nht 1.109.905 chng ch ISO 9001 c cp 178 quc gia v nn kinh t. 8 nguyn tc ca qun l cht lng
-

Hng vo khch hng (Customer focus) S lnh o (Leadership) S tham gia ca mi ngi (Involvement of people) Cch tip cn theo qu trnh (Process Approach)

- Tip cn theo h thng i vi qun l (System approach to management) Ci tin lin tc (Continual Improvement) Quyt nh da trn s kin (Factual approach to decision making)

- Quan h hp tc cng c li vi ngi cung ng (Mutually Beneficial supplier relationships) 2. i tng p dng ISO 9001:2008 c th p dng i vi mi t chc, doanh nghip, khng phn bit phm vi, quy m hay sn phm, dch v cung cp. Tiu chun c s dng cho cc mc ch chng nhn, theo yu cu ca khch hng, c quan qun l hoc n thun l nng cao cht lng, hiu qu hot ng ca t chc/doanh nghip. 3. Li ch duy tr s tha mn ca khch hng, t chc phi p ng c cc yu cu ca khch hng. ISO 9001:2008 cung cp mt h thng c tri nghim quy m ton cu thc hin phng php qun l c h thng i vi cc qu trnh trong mt t chc, t to ra sn phm p ng mt cch n nh cc yu cu v mong i ca khch hng. Nhng li ch sau y s t c mi khi t chc thc hin c hiu lc h thng qun l cht lng ph hp vi ISO 9001:2008: - Ci thin uy tn ca Doanh nghip nh nng cao kh nng tho mn khch hng ca Doanh nghip, - Tng lng hng ho/dch v bn ra nh nng cao kh nng tho mn cc nhu cu ca khch hng ca Doanh nghip,

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- Gim chi ph nh cc qu trnh c hoch nh tt v thc hin c hiu qu, - Nng cao s tin tng ni b nh cc mc tiu r rng, cc qu trnh c hiu lc v cc phn hi vi nhn vin v hiu qu hot ng ca h thng, Cc nhn vin c o to tt hn, - Nng cao tinh thn nhn vin nh s hiu r ng gp vi mc tiu cht lng, o to thch hp, trao i thng tin hiu qu v s lnh o, - Khuyn khch s ci m trong tip cn cc vn cht lng, nh kh nng lp li t hn, To c s cho hot ng chng nhn, cng nhn v tha nhn: c s m bo ca bn th ba, Vt qua ro cn k thut trong thng mi, C hi cho qung co, qung b.

4. Cc bc xy dng ISO 9000 - nh gi thc trng doanh nghip so vi yu cu tiu chun. - Thit k v xy dng H thng vn bn qun l cht lng - o to nhn thc ISO 9000 cho lnh o v cn b nhn vin. - p dng H thng qun l cht lng - nh gi ni b, khc phc cc im khng ph hp. - nh gi chng nhn H thng qun l cht lng. - Duy tr, ci tin h thng cht lng sau chng nhn. 5. Cc bc trin khai Qu trnh trin khai ISO 9001:2008 ng vai tr rt quan trng t c nhng li ch y ca h thng qun l cht lng (Quality Management System - QMS). thc hin thnh cng QMS, t chc cn trin khai theo trnh t 6 bc c bn sau y:

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5.1. Giai on chun b Xc nh mc ch, phm vi xy dng h thng qun l cht lng; - Lp Ban ch o d n ISO 9000 hoc phn cng nhm thc hin d n (i vi doanh nghip va v nh); - B nhim/phn cng i din Lnh o v cht lng v th k/cn b thng trc (khi cn thit); - T chc o to nhn thc chung v ISO 9000 v phng php xy dng h thng vn bn; nh gi thc trng; Lp k hoch thc hin.

5.2. Xy dng h thng qun l cht lng - Thit lp cc quy trnh chun ha cch thc thc hin, kim sot cc qu trnh trong h thng; Xy dng h thng vn bn bao gm:
o o

Chnh sch, mc tiu cht lng; S tay cht lng;

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Cc quy trnh km theo cc mu, biu mu v hng dn khi cn thit.

5.3. Trin khai p dng Ph bin, hng dn p dng cc quy trnh, ti liu; Trin khai, gim st vic p dng ti cc n v, b phn;

- Xem xt v ci tin cc quy trnh, ti liu nhm m bo kim sot cng vic mt cch thun tin, hiu qu. 5.4. Kim tra, nh gi ni b T chc o to nh gi vin ni b; Lp k hoch v tin hnh nh gi ni b; Khc phc, ci tin h thng sau nh gi; Xem xt ca lnh o v cht lng. La chn t chc chng nhn; nh gi th trc chng nhn (nu c nhu cu v khi cn thit); Chun b nh gi chng nhn; nh gi chng nhn v khc phc sau nh gi;

5.5. ng k chng nhn

6. Yu cu i vi Doanh nghip khi xy dng H thng ISO 9000 - Thnh lp Ban ch o thc hin d n. Thnh phn Ban ny bao gm Ban Gim c, Ph trch cc Phng trong phm vi xy dng h thng. Ban ny tt nht l nm di s ch o trc tip ca Gim c doanh nghip. - Ch nh mt i din lnh o v cht lng QMR chu trch nhim chnh trong qu trnh trin khai thc hin d n v l u mi lm vic vi bn T vn. ng thi nn c 1 th k d n tr l cho QMR gii quyt s v, tc nghip vn bn. Thnh lp nhm thc hin ISO9000 ti cc phng ban ng thi phi c cn b thng trc lm u mi lin h vi t vn v nhng ngi c trch nhim ca Doanh nghip. - Lnh o Doanh nghip cn dnh thi gian nh k gp g, nm tnh hnh tin v nhng xut t pha t vn. Thc hin kp thi cc cng vic thng nht sau mi bui lm vic. - Cung cp ngun lc thc hin mt s chng trnh sp xp, ci to nhm p ng v thc hin tt cc yu cu ca tiu chun. -

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II. THC TRNG P DNG H THNG QUN L CHT LNG ISO 9000 TI CNG TY CP BO HIM PETROLIMEX - PJICO 1. S lc v cng ty CP Bo Him Petrolimex Tn giao dch: CNG TY C PHN BO HIM PETROLIMEX (PJICO) (Petrolimex Joint Stock Insurance Company). Tr s chnh: 532 ng Lng, ng a, H Ni. Ngnh ngh kinh doanh chnh: Kinh doanh bo him phi nhn th, nhng v nhn ti bo him, dch v gim nh, iu tra, tnh ton phn b tn tht, i l gim nh, xt gii quyt bi thng v i ngi th ba, u t ti chnh. Cng ty c phn bo him Petrolimex (PJICO) thnh lp ngy 15/6/1995, gm 7 c ng sng lp u l nhng t chc kinh t ln ca nh nc, c tim nng, uy tn c trong v ngoi nc. Cng ty cng l cng ty c phn bo him u tin ra i ti Vit Nam, PJICO lun lun khng ngng ln mnh, v c c mt hnh nh, mt nim tin thc s trong tm tr khch hng. K t khi thnh lp n nay Cng ty Bo him PJICO cho ti nay l cng ty ng hng th 4 trn th trng Vit Nam v bo him phi nhn th. Vi mt m hnh doanh nghip ang c Nh nc khuyn khch, ng h, vi mt chnh sch v ph bo him, v c bit l s phc v hiu qu, tn tnh chu o, PJICO c c mt hnh nh, mt nim tin thc s trong tm tr khch hng. Vi nhng thnh tch t c, cng ty vinh d nhn c hun chng lao ng hng 3, gii thng sao nm 2003, gii thng sao vng t Vit, thng hiu mnh nm 2004, 2006, 2007, 2008. Tnh n nm 2011, cng ty c khong 1.300 nhn vin, trn 3.000 i l v 51 chi nhnh trn khp c nc. Vn iu l ca PJICO vo thi im hin ti l 709.742.180.000 ng Tnh hnh kinh doanh: Tng kt hot ng kinh doanh nm 2011, tng doanh thu cng ty PJICO t 2.294 t ng t 102% k hoch, tng trng 17% so vi nm 2010. Trong , doanh thu ph bo him gc 1.895 t ng t 101% k hoch tng trng 17% so vi nm 2010. T l bi thng bo him gc 41,8%. Li nhun trc thu t 135,8 t ng tng trng 65% so vi nm 2010. C cu doanh thu cc nhm nghip v bo him gc nm 2011 nhn chung khng c s thay i ln so vi nm 2010. Trong bo him xe c gii c t trng ln nht (49%) tip theo l bo him ti sn k thut (18%), tu thy (13%), hng ha (12%) v con ngi (8%).

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10

Cng tc u t ti chnh, ti bo him cng t c kt qu kh tt. Nm 2011, doanh thu hot ng u t ti chnh t 168,3 t ng, tng trng 185% t 125% k hoch, li nhun hot ng u t t 122 t ng. V hot ng ti bo him, nm 2011 doanh thu nhn ti bo him t 94 t ng tng trng 17% so vi nm 2010, ph bi thng l 36 t , nhng ti bo him 338 t ng. PJICO thc hin ti tc thnh cng chng trnh ti bo him nm 2011 cho 4 nhm nghip v chnh: hng hi, ha hon, k thut v hn hp, xe c gii. Cng c, pht trin quan h cht ch v lu di vi cc cng ty bo him ln trn th gii nh CCR, Munich Re, Korean Re, ACR, Best Re, Malaysian Re Vi tm nhn n 2015 l tr thnh Tng Cng ty bo him hng u Vit nam v cht lng v hiu qu, PJICO ch trng nhiu hn n pht trin chiu su, n cht lng ca s pht trin v ang thc hin tt cc chng trnh ln l tng cng mnh m cng tc o to li ngun nhn lc v trin khai p dng h thng qun l cht lng theo tiu chun ISO 9001-2008 trn phm vi ton h thng. Cng ty hot ng theo s t chc nh sau:

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2. Thc trng ti Pjico trc khi p dng tiu chun ISO 9001:2008 Phn cng cng vic c s chng cho gia cc phng ban. Trong qu trnh thc hin cng vic cha c s phn cng r rng gia cc phng ban, dn n vic mt s cng vic c s chng cho, cng mt cng vic nhng li c hai phng cng lm hoc khng phng no chu lm v n y cng vic cho nhau, dn n pht sinh cc mu thun, xung t khng ng c. Gia cc phng ban khng c s phi hp nhp nhng trong mt s cng vic dn n qu trnh thc hin cng vic b tc li. Cht lng dch v cha lm tho mn yu cu ca khch hng. Vic cp chng nhn ng k bo him cha nhanh chng, khi pht sinh vn cn h tr gii quyt phi i nhn vin tra cu qu lu. Mt s nhn vin c thi khng nim n i vi khch hng, c bit l b phn gim nh v n b thit hi. Hin ti trong nhiu trng hp, khch hng phn nn vic x l bi thng thit hi qu lu, th tc rm r, lm khch hng gim lng tin vo cng ty. Khng c y cc quy trnh hng dn cch thc thc hin cng vic nn nhn vin mi gp nhiu b ng, kh khn. Do c th ngnh bo him nn s lng nhn vin ngh vic v tuyn dng hng nm tng i ln. Khi nhn vin ngh vic, cng ty b thiu ht nhn s do cn tuyn thm, nhng nhn vin mi cha th p ng ngay nhu cu cng vic, cn phi hc hi v nghin cu quy trnh cng vic. Tuy nhin, cng ty cha c b quy trnh hng dn y cch thc thc hin cng vic, gii quyt cc vn pht sinh, cc quy nh ban hnh cha r rng, chng cho, dn n vic nhn vin mi tip xc cng vic chm, kh khn trong tm hiu cng vic,x l cng vic gp nhiu li tc nghip, khi gp cc vn n gin hay phc tp u c xu hng hi ngay ng nghip c kinh nghim. Tt nhin, khng phi lc no nhng ngi i trc u ri chia s k cng v tn tnh. 3. L do PJICO trin khai p dng h thng qun l cht lng ISO 9001:2008 Do hot ng ca cng ty thng kh phc tp vi s tham gia ca nhiu ngi, nhiu b phn. Mi ngi phi chu trch nhim v mt phn vic nht nh c phn cng. Vic quy nh r rng bng vn bn cc nhim v v quy trnh thc hin s gip iu hnh ton b hot ng ca cng ty c tt hn, nng cao hiu qu hot ng chung v m bo cht

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lng sn phm, dch v. p dng ISO l tng cng bin php phng nga sai hng, gim thiu cc chi ph ko cn thit. Nhn thc mi v cht lng, hnh thnh n np lm vic tin tin, trch nhim r rng, khng chng cho nhau. Quan h hp tc gia cc nhn vin, cc cp, phng ban c tng cng ci thin, cng hng ti mt mc tiu chung m bo cng ty l mt c th thng nht T vic phn tch thc trng cng ty, cng ty quyt nh cn phi p dng tiu chun cht lng ISO 9001:2008 nhm t c cc mc tiu: - cc hot ng c phi hp nhm nh hng v kim sot mt t chc v mt cht lng. hoch nh, kim sot, m bo v ci tin cht lng. - chng t kh nng cung cp sn phm p ng yu cu ca khch hng v lut nh mt cch c th. Nng cao s tho mn ca khch hng. 4. H thng qun l cht lng ISO 9001-2008 ti PJICO

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4.1. Chnh sch cht lng ca Cng ty Tm nhn ca Cng ty CP Bo him PJICO l tr thnh mt CNG TY BO HIM HNG U VIT NAM V CHT LNG V HIU QU. tm nhn ny tr thnh hin thc, Chng ti cam kt thc hin nht qun Chnh sch cht lng: - Cung cp dch v bo him ng b, a dng v c cht lng cao nh hng vo khch hng. - To mi trng lm vic chuyn nghip, minh bch, nng ng v thn thin nhn vin pht huy ti nng v sang to. - Hp tc hiu qu vi cc i tc cng pht trin v ng gp xy dng cng ng. - Pht trin bn vng gia tng gi tr cho cc c ng thng qua a dng ho hot ng kinh doanh bo him v u t ti chnh.

Mt bui hc v HTQLCL theo ISO 9001:2008 ti PJICO

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Mt bui hc v HTQLCL theo ISO 9001:2008 ti PJICO 4.2. Mc tiu cht lng nm 2011 ca Cng ty CP BH PJICO CN Si Gn: PHT TRIN HIU QU - CHT LNG Cc ch tiu chnh - Ch tiu v doanh thu: Tng doanh thu ph bo him gc t 176 t ng. Ch tiu v hiu qu: Hiu qu kinh doanh t 15 t ng Ch tiu chuyn tin v Cng ty: 50 t ng Ch tiu v thu nhp bnh qun u ngi: 7,5 triu ng/ngi

Cng tc o to - m bo 100% i l c o to v cp chng ch theo ng quy nh ca B Ti Chnh. Phn u 100% CBNV c tham gia cc kho o to nghip v ca Cng ty hoc cc t chc o to bn ngoi.

Cc ch tiu khc

- Cng tc khai thc v cp n: m bo vic khai thc v cp n bo him theo ng cc quy trnh nghip v c Cng ty ban hnh. - Cng tc gim nh bi thng: m bo 100% ngi lm gim nh v gii quyt bi thng c o to v cp giy chng nhn gim nh vin bi thng vin theo quy nh.

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- m bo 100% cc v tn tht c gim nh kp thi, nhanh chng, chnh xc - Phn u 100% cc h s khiu ni bi thng c gii quyt nhanh chng, ng hn v ng thi hn quy nh. - Xy dng v p dng thnh cng vic thc hin cng c 5S v h thng qun l cht lng theo Tiu chun ISO 9001:2008. III. LI CH & KH KHN CA PJICO KHI P DNG ISO 9001:2008 1. Li ch 1.1. Trong ni b PJICO - Gip lnh o ca Pjico qun l, iu hnh hot ng ca doanh nghip mt cch hiu qu. - Nng cao hiu qu kinh doanh, tng doanh thu v li nhun do s dng hp l v khoa hc cc ngun lc hin c, tit kim chi ph. - Nng cao nng sut lao ng, sng lc c nhng gi sn phm khng hiu qu v gim nhng chi ph khng cn thit. - Ci tin cc qu trnh quan trng trong vic to ra sn phm bo him mi, t nng cao cht lng sn phm, p ng nhu cu ngy cng cao ca khch hng. v. To c mi quan h cht ch gia lnh o v nhn vin trong n

- Gii quyt cc mu thun, bt ng trong ni b, loi b nhng xung t v thng tin do quy trnh thc hin cng vic c hng dn, quy nh r rng. Mi vic u c kim sot, khng b st, trch nhim c nhn rt r rng. 1.2. Kim sot cht ch cc quy trnh, giai on pht trin cc sn phm bo him v dch v. Quy trnh gim nh bo him k thut
Trch nhim GV / NPC Tin trnh
Tip nhn thng tin tn tht

M t / biu mu Mc 5.2.1 BM.25.2-01 BM.25.2-02

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GV / NPC Trng BPG G n v

Bo TBH

X l thng tin tn tht

Thu Cng ty gim nh c lp

Mc 5.2.2 BM.25.2-03

GV / NPC

Tin hnh gim nh

Mc 5.2.3 BM.25.2-04

GV / NPC Trng BPG G n v

Lp Bo co gim nh

Nhn bo co gim nh

Mc 5.2.4 BM.25.2-05 BM.25.2-06

GV / NPC

Hon thin h s

Mc 5.2.5 BM.25.2-07

Quy trnh bi thng bo him k thut

Trch nhim

Tin trnh

M t / Biu mu

-BTV / NPC

Tip nhn H s gim nh, h s khiu ni i bi thng

Mc 5.2.1 BM.25.3 - 01

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-BTV / NPC

Xem xt trch nhim bo him

Mc 5.2.2

-BTV / NPC

Lp phng n gii quyt tn tht

Mc 5.2.3 BM.25.3 - 02

-BTV / NPC -Trng BPBT -G n v

Trnh v duyt phng n gii quyt

Mc 5.2.4 BM.25.3 - 02

-BTV / NPC -Trng BPBT -Cn b K ton -Trng b phn k ton Tin hnh cng tc sau bi thng Thng bo ti bo him
Thng bo v thanh ton bi thng

Mc 5.2.5 BM.25.3 03 BM.25.3 04 BM.25.3 05

-BTV / NPC -Trng BPBT/ cc BP lin quan

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-BTV / NPC

Hon chnh lu tr H s bi thng

Mc 5.2.6 BM.25.3 01

STT 01 02 03 04

M hiu BM.25.5 - 01 BM.25.5 - 02 BM.25.5 - 03 BM.25.5 - 04

Tn biu mu Bn ngh xc nhn np ph bo him Giy yu cu gim nh H s thanh ton bi thng H s thng bo ti bo him

Hng dn cng tc gim nh bo him k thut Nhn thng tin tn tht

Sau khi nhn c thng tin tn tht, GV/NPC phi tin hnh thu thp v chun b cc ti liu lin quan ca Cng ty n cng tc gim nh x l thng tin c thch hp. Cc ti liu lin quan s b nh sau : Hp ng bo him v/hoc Giy chng nhn bo him, n bo him v cc Sa i b sung cp, Giy ngh bo him,... Quy trnh gim nh bo him k thut Quy trnh bi thng bo him k thut Hng dn gim nh-bi thng bo him k thut Quy nh v phi hp v Hng dn thng bo ti bo him

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 Cc vn bn, ti liu lin quan khc X l thng tin tn tht GV/NPC kim tra s b cc thng tin tn tht theo ti liu lin quan thu thp nh sau: Cn c theo Hp ng bo him v/hoc Giy chng nhn bo him, n bo him v cc Sa i b sung cp, Giy ngh bo him,... kim tra cc thng tin sau : + i tng tn tht c tham gia bo him khng? + Tn tht c nm trong a im v thi hn bo him? + Nguyn nhn tn tht d on c kh nng thuc phm vi bo him? + Mc v gi tr tn tht c tnh c nm di Mc min thng/khu tr hay khng? Xc nhn np ph bo him theo Mu BM.25.5 - 01 kim tra vic np ph bo him c ng theo tha thun hay khng?

Cn c theo Quy nh v phi hp v Hng dn thng bo ti bo him xc nh cch thc phi hp v thng bo vi ti bo him Cn c theo cc tha thun v thng bo v phi hp gii quyt lin quan khc nh: Trch nhim ng bo him, ch nh gim nh c lp,... Sau khi nhn c thng bo tn tht trong vng 24 gi lm vic, GV/NPC phi bo co ngay cho Trng BPG/Lnh o ph trch xut phng n x l hoc ch ng x l thng tin v tn tht i vi cc dch v c phn cp. Ty tng trng hp c th, trong vng 24 gi lm vic k t khi nhn c thng tin tai nn cc n v phi bo co ngay v cng ty bng vn bn phi hp gii quyt hoc c th trng cu gim nh ca mt c quan chc nng hay ch nh mt t chc gim nh c lp theo Mu BM.25.5-02 tin hnh gim nh tn tht theo quy nh. Cc trng hp tn tht ln, phc tp hoc theo yu cu ca TBH, Cng ty c th ch nh gim nh hoc hng dn, phi hp khi cn thit.

Gim nh ti hin trng Thu thp thng tin v ti liu v tn tht Sau khi nhn c cc thng tin s b v tn tht, ty theo tng loi hnh bo him th trong vng 24 gi lm vic GV/NPC cn n ngay hin trng tr trng hp bt kh khng nm bt v theo di din bin v

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vic. Ngay khi c th, GV/NPC cn ghi chp v thu thp nhng thng tin sau : S lc v quy trnh hot ng ca my mc thit b, qu trnh thi cng cng trnh, Chc nng v hnh thc hot ng, thi cng ca hng mc thit hi S ngy lm vic trong tun, s ca lm vic trong ngy ca my mc thit b v cn b cng nhn, Ni quy v trang thit b an ton lao ng, quy nh v phng chy cha chy, Thi gian bt u i vo hot ng v d kin ngng hot ng ca my mc thit b, thi im khi cng v d kin hon thnh ca cng trnh, Tnh hnh ti chnh trc khi b tn tht ca ch s hu, ch u t, nh thu, : doanh thu, sn lng, l, li,

Lnh vc v phm vi hot ng ca ch s hu, ch u t, nh thu,

Lch s v cc loi tn tht xy ra c lin quan

Nhng thng tin thu thp nu trn cn c thu thp mt cch t m, cn thn. Qua nhng thng tin ny, GV/NPC s b nh gi mt s im sau: Phn on s b c nguyn nhn tn tht xy ra v nguy c ca nhng tn tht pht sinh sau khi xy ra thit hi Kh nng pht hin thit hi ca Ngi c bo him cng nh mc quan tm ca h trong vic phng, hn ch tn tht S b nh gi hng mc thit hi cn d dang hay hon thnh, c hay mi, mc khu hao ti sn qua thi gian v ch s dng, Kh nng trc li bo him ca khch hng nu tnh hnh ti chnh thua l hoc hot ng nh n, thi cng chm tr hoc b nh ch

Chp nh v m t hin trng Sau khi nm c nhng thng tin c bn v tn tht nu trn, GV/NPC bt u tin hnh cng tc gim nh trc tip ti hin trng. cng tc gim nh c trnh t v chun xc, nhng thit hi v k thut c th chia ra lm hai loi i tng nh sau : Cng trnh: hng mc ang xy dng, hng mc cng trnh hon thnh,

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My mc thit b: my mc xy dng, thit b in t, Trch nhim ngi th ba: cng trnh lin k, con ngi,

Cng tc m t hin trng lun i i vi nh chp v phi tin hnh t xa n gn, t ngoi vo trong v t tng th n chi tit. nh chp v nhng ni dung m t hin trng phi n khp vi nhau ng thi cng th hin c din bin, nguyn nhn v mc tn tht xy ra. nh gi s b din bin v nguyn nhn tn tht * Din bin tn tht : M t din bin s c phi th hin c y nhng thng tin sau :

Thi im xy ra s c v ngi pht hin tn tht Din bin ca tn tht v cc bin php cu cha c thc hin Din bin v vic khc phc tn tht v s b nh gi cc thit hi

* Nguyn nhn tn tht : Ti hin trng tn tht cn c theo cc du vt cn li v thng tin thu thp c GV/NPC s c nhng nhn nh ban u v nguyn nhn tn tht. T cc nh gi ca ban ngnh lin quan v cng tc gim nh thc t ti hin trng GV/NPC s nhn nh s b nguyn nhn v tn tht. Mc v gi tr thit hi c tnh C s nh gi mc thit hi c chia theo tng loi i tng tn tht nh sau: * Cng trnh : Cc hng mc tn tht v tnh trng Khi lng hng mc tn tht hon thnh Bin php x l khc phc tn tht Cc khi lng v cng vic xy dng pht sinh Gi tr bo him v gi tr thit hi ti thi im xy ra tn tht

Xc nh cc b phn cng trnh c th sa cha, c th thu hi v cc b phn phi hu b kin v xut ca cc bn trong vic khc phc tn tht * My mc thit b :

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 Cc hng mc thit hi v tnh trng : ng c, cm truyn ng, c cu cng tc, c cu di chuyn, c cu quay, h thng iu khin, khung v b my, cc thit b ph. Nm sn xut v thi im bt u a vo s dng Thi gian s dng v ch s dng. Gi tr bo him v gi tr thit hi ti thi im xy ra tn tht

Xc nh cc chi tit my mc thit b c th sa cha, c th thu hi v cc phn phi hu b kin v xut ca cc bn trong vic khc phc tn tht Thit hi v ti sn: * Trch nhim ngi th ba: + Thit hi trc tip Cc hng mc tn tht v tnh trng Bin php v chi ph x l khc phc tn tht Xc nh cc b phn cng trnh c th sa cha, c th thu hi v cc b phn phi hu b + Thit hi gin tip Li ch khai thc v s dng Chi ph hn ch v khc phc + Mc trch nhim v iu kin iu khon lin quan ca bo him + kin v xut ca cc bn trong vic khc phc tn tht Thit hi v con ngi: + Chi ph hp l cho vic cu cha, bi dng, phc hi sc khe, + Thu nhp thc t b mt, b gim st, + Tn tht v tinh thn

xut v phi hp thc hin cc bin php phng hn ch tn tht

GV/NPC c trch nhim cn c trn thc trng ti hin trng v kin ca cc bn lin quan a ra nhng kin ngh bng vn bn i vi Ngi c bo him v cc bin php cn thc hin nhm phng hn ch tn tht c kh nng tip tc xy ra sau thit hi . V d:

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 Cng trnh : chng cc b phn chu lc b suy yu c kh nng sp , tho d cc b phn che chn v kin trc lng lo d gy nguy him cho hng mc khc v ngi i li, gia c cc hng mc cng trnh trnh kh nng din bin xu tip theo ca thi tit, My mc thit b : bo qun cc my mc c th sa cha hoc nu cn thit c th em sa cha ngay, phn loi cc thit b c th thu hi hoc bn thanh l ct gi gii quyt sau, Thu thp chng c v kin ca cc bn lin quan Nhm gp phn vo vic kt lun nguyn nhn v mc thit hi, GV/NPC cn thu thp thm cc thng tin sau: Phng vn cc n v lin k khu vc tn tht v cc nhn chng thu thp cc chng c v thi im v din bin tn tht, thng tin d lun,... Nhng kin ca cc n v lin quan nh chnh quyn a phng, n v xy ra tn tht, cnh st PCCC, Lp cc Bin bn hin trng v Bo co khc Lp Bin bn hin trng m t chi tit hin trng, nu s b din bin v d on nguyn nhn tn tht, c tnh mc thit hi, kin ca cc bn lin quan Ty theo tng v tn tht c th m cc n v phi lp Bo co nhanh hoc Bo co khc m t nhng cng vic v ang lm ng thi a ra nhn xt v xut i vi cng tc gii quyt tn tht H s gim nh GV/NPC c trch nhim kim tra tnh hp l v y ca h s ti liu nhn c, nu c thiu st th GV/NPC phi lp bin bn ngh Ngi c bo him cung cp chng t ti liu nu c th nhng ti liu nhn v nhng ti liu ngh Ngi c bo him tip tc cung cp hoc xut Lnh o n v c vn bn yu cu Ngi c bo him b sung chng t. Khi nhn c y h s hp l, GV/NPC phi tin hnh xem xt chng t ti liu kt hp vi nhng thng tin v hnh nh hin trng v tn tht a ra c nhng kt lun chnh xc v thit hi. T lp Bo co gim nh cui cng theo mu trong Quy trnh ca v tn tht, nu c th nguyn nhn v mc thit hi v hon chnh H s gim nh. Thi gian tin hnh gim nh tn tht Thi gian cho GV/NPC gii quyt mt v tn tht c quy nh nh sau :

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 GV/NPC c trch nhim kim tra tnh hp l v y ca h s ti liu nhn c, nu c thiu st th trong vng ba ngy lm vic GV/NPC phi yu cu Ngi c bo him b sung ti liu bng vn bn. Khi nhn c y h s hp l th trong vng nm ngy lm vic GV/NPC phi lp Bo co gim nh cui cng ca v tn tht nu c th nguyn nhn v mc thit hi v han chnh H s gim nh. Ty tng trng hp c th v tnh phc tp ca v vic hoc cn trng cu kin chuyn gia, thi hn nu trn c th khc tuy nhin cn rt ngn thi gian gii quyt mt cch ti a cng tc gii quyt tn tht c nhanh chng kp thi. Hng dn cng tc bi thng bo him k thut Tip nhn H s ti liu bi thng Sau khi nhn c H s gim nh v chng t ti liu ngh bi thng ca khch hng hoc h s trn phn cp, BTV/NPC c trch nhim kim tra tnh hp l v y ca h s ti liu nhn c, nu thiu st hoc sai st th phi c vn bn yu cu Ngi c bo him, n v b sung chng t hoc gii trnh r. Vo s bi thng theo di. Xem xt trch nhim bo him Trc khi lp phng n gii quyt, BTV/NPC phi kim tra xem tn tht c thuc trch nhim bo him hay khng theo cc cu hi nh sau: (1) Nhng hng mc b thit hi c thuc n bo him hay khng? (2) Tn tht c xy ra trong thi hn v a im c nu trong n bo him hay khng? (3) Nguyn nhn ca tn tht c phi l bt ng v khng lng trc c khng? (4) Theo iu khon ca n bo him cp c nu r nguyn nhn tn tht c bo him hoc nhng im loi tr hay khng? (5) Ngi c bo him c tun th ng v ngha v v trch nhim c quy nh trong n bo him, Sa i b sung, Ph lc hoc Gii hn hay khng? (6) Nhng thng tin c cung cp bi NBH trong Bn cu hi v Giy ngh bo him c ph hp vi thc t ca trng hp xy ra khng?

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(7) i chiu vi nhng thng tin c kh nng lm tng hoc thay i mc ri ro xy ra xem thng bo cho ngi bo him cha d sm hay mun hay cha thng bo g? (8) Nhng khai bo v tn tht c c kp thi khng? (9) Thng tin cung cp v nguyn nhn tn tht v s tin khiu ni c g cha ng khng? (10) Tn tht c phi do nguyn nhn khng p dng cc bin php phng hn ch tn tht khng? (11) Tn tht c lin quan n Ngi th ba v ti sn ca h khng? n c bo him cho loi hnh ny khng? (12) nhiu? S tin bi thng do Ngi c bo him khiu ni l bao

Trong trng hp Bo co gim nh khng nu c th phn thit hi thuc phm vi bo him, BTV/NPC c trch nhim tnh ton phn tch nhng phn thit hi thuc phm vi bo him xem xt bi thng. Nu cn thiu chng t, ti liu lm r th cn yu cu khch hng, n v tnh ton v/hoc cung cp b sung Lp phng n gii quyt Sau khi nhn c H s gim nh v tnh ton tn tht, BTV/NPC xut phng n gii quyt Tnh ton gi tr thit hi thuc trch nhim bo him Tr khi c tha thun khc, Gi tr thit hi thuc trch nhim bo him thng thng c tnh nh sau: Xem xt mc khu tr v ch ti Mc khu tr cn c theo cc tha thun bo him vi khch hng Mc ch ti cn c theo trch nhim v ngha v ca Ngi c bo him trong cc tha thun bo him v/hoc quy nh ca php lut Tnh ton s tin bi thng Xc nh phng thc v s tin thu i nu c Trn c s trch nhim cc bn lin quan trong vic xy ra tn tht v quy nh ca php lut, BTV/NPC lp T trnh lnh o xut phng n thu i. Ty tng trng hp s tin thu i c th s c i tr trong khi tnh ton s tin bi thng. Nu pht sinh trch nhim thu i s tin bi thng th ngay khi xy ra s c GV/NPC xut BPBT/Lnh o n v phng thc gii quyt v

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hng dn Ngi c bo him lm th tc bo lu quyn khiu ni i vi Ngi th ba. Nu qu trnh gii quyt bi thng ko di phi lu n thi hn khiu ni, nhng trng hp sp ht thi hn cc n v phi c vn bn ngh Ngi c bo him lm th tc gia hn thi hn khiu ni ngi th ba. Trc khi tr tin bi thng cho khch hang, BTV/NPC xut BPBT/Lnh o n v yu cu khch hng lm th tc th quyn cho PJICO v/hoc cc bng chng bo lu quyn li ca PJICO. Bi thng thng mi Khi pht sinh tn tht khng thuc trch nhim bo him nhng vic bi thng thng mi s duy tr v pht trin c tt mi quan h vi khch hng, BTV/NPC c th cn c theo cc tiu ch di y lp T trnh lnh o xut phng n gii quyt : Mi quan h vi khch hng nh : tnh truyn thng v hp tc, khch hng ln, khch hng trong c ng, Ph bo him cc loi hnh hng nm ca khch hng l trn 50 triu ng v/hoc tng ph bo him cc nm thu c trn 100 triu ng Trong 02 nm nghip v gn nht, tng s tin bi thng chi tr cho khch hng khng vt qu 20 % tng ph bo him thu c Tm ng bi thng Trong qu trnh gii quyt khiu ni nu tn tht trong phn cp ca mnh v xt thy chc chn tn tht thuc trch nhim bo him ca PJICO th n v c th thanh ton tm ng ti a 50% s tin d kin bi thng cho Ngi c bo him theo trnh t tng ng thanh ton bi thng, nhng th trng ca n v phi hon ton chu trch nhim v mt php l v vt cht nu tn tht khng thuc trch nhim ca bo him v/hoc khng thu thp c y chng t ti liu theo quy nh. Cc trng hp trn phn cp, n v phi bo co xut c th v Cng ty v phi c kin bng vn bn ca Cng ty th n v mi c tm ng cho khch hng Ty theo tng trng hp c th m n v c th tm ng trn 50% s tin d kin bi thng cho Ngi c bo him nhng phi c s ng ca TG/NUQ. Th tc gii quyt bi thng Sau khi nhn c vn bn ca khch hng thng bo chp thun phng n bi thng v phng thc thanh ton th BTV/NPC lm H s thanh ton bi thng chuyn sang Phng K ton theo mu BM.25.5- 03.

Sau khi thanh ton bi thng cho khch hng, BTV/NPC hon chnh H s gim nh bi thng v lm H s thng bo ti bo him theo mu

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BM.25.5-04 chuyn sang Phng Ti bo him. Ty tng trng hp c th theo yu cu ca Phng Ti bo him th BPBT/n v c th cung cp b sung thm ti liu nu c. Thi gian gii quyt bi thng tn tht Thi gian cho cng tc gii quyt bi thng mt v tn tht c quy nh nh sau : BTV/NPC c trch nhim kim tra tnh hp l y ca H s gim nh v chng t ti liu ngh bi thng ca khch hng, n v nu c thiu st th trong vng ba ngy lm vic BTV/NPC phi yu cu cung cp b sung ti liu bng vn bn. Sau khi nhn c y H s gim nh v chng t ti liu th trong vng ba ngy lm vic BTV/NPC c trch nhim lp T trnh lnh o. Trong vng hai ngy lm vic Trng BPBT c trch nhim xt duyt T trnh lnh o v h s ti liu do BTV/NPC xut. G n v/NUQ c trch nhim xem xt v ph duyt T trnh lnh o v h s ti liu do BPBT xut trong vng hai ngy lm vic. Sau khi nhn c quyt nh gii quyt ca Lnh o trong vng mt ngy lm vic, BPBT lp thng bo phng n gii quyt gi khch hng. Sau khi nhn c vn bn ca khch hng thng bo chp thun phng n bi thng v phng thc thanh ton th trong vng hai ngy lm vic BPBT lp H s thanh ton bi thng chuyn sang Phng K ton. K t ngy nhn c H s thanh ton bi thng th trong vng hai ngy lm vic, Phng K ton c trch nhim kim tra tnh hp php v hp l ca chng t ti liu nhn c, nu thiu st hoc sai st th phi c kin BPBT b sung chng t hoc gii thch r. Trong vng hai ngy lm vic tip theo k t khi y chng t ti liu Phng K ton c trch nhim thanh ton bi thng v chuyn tr bn sao Bn thanh ton bi thng c ch k xc nhn ca Phng K ton trn Bn thanh ton bi thng v tnh hp php v hp l ca H s thanh ton bi thng cho BPBT. i vi nhng tn tht trn phn cp bi thng ca BPBT th trong vng hai ngy lm vic, Phng K ton c trch nhim kim tra tnh hp php v hp l ca chng t ti liu nhn c, nu thiu st hoc sai st th phi c kin BPBT b sung chng t hoc gii thch r. Khi y chng t ti liu Phng K ton c trch nhim chuyn tr ngay cho BPBT bn gc Bn thanh ton bi thng v H s thanh ton bi thng c ch k xc nhn ca Phng K ton trn Bn thanh ton bi thng v tnh hp php v

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hp l ca H s thanh ton bi thng BPBT trnh G n v/TG/NUQ xem xt v ph duyt. i vi nhng trng hp khch hng khng chp thun phng n gii quyt th trong vng nm ngy lm vic sau khi nhn c cng vn ca khch hng nu r l do khiu ni v cc bng chng nh km, BTV/NPC c trch nhim lp T trnh lnh o xut phng n gii quyt v vic. Ty tng trng hp c th v tnh phc tp ca v vic m thi hn nu trn c th khc tuy nhin cn rt ngn thi gian gii quyt mt cch ti a cng tc gii quyt tn tht c nhanh chng, kp thi.

i vi i tc v khch hng

- Cht lng sn phm c nng cao gp phn to li th chim lnh th trng. p ng yu cu ca khch hng v cht lng sn phm bo him. Tha mn nhu cu ngy cng cao ca khch hng. Duy tr v tng bc pht trin th phn, ginh u th trong cnh tranh.

- Vic nng cao cht lng sn phm to thun li trong vic thm nhp th trng khu vc v quc t. - Ngy cng nng cao uy tn thng hiu ca doanh nghip i vi i tc v khch hng. 2. Kh khn Tng t nh nhng doanh nghip khc, vic p dng h thng qun l cht lng ISO 9001 ti PJICO ban u cng gp rt nhiu kh khn. Lnh o PJICO rt mun c nhng thay i ton din doanh nghip hot ng hiu qu hn, pht trin ngy cng mnh m hn, bn vng hn nhng cha bit cch thc lm iu ny nh th no.

i vi nhn vin ang lm vic ti PJICO

Nhn thc chung ca a s nhn vin l cng vic mnh ang m trch khng c kh khn, vng mc g, ti sao phi thay i quy trnh lm vic? Mt s ngi c suy ngh rng khi p dng h thng qun l cht lng ISO 9001 c ngha l s thay i c cu t chc hoc nhn s. Quan im ny rt nguy him cho PJICO v n gy mt on kt ni b, tm l hoang mang, cng thng, i ph, mi ngi s c cm gic bt an nn khng ng h vic p dng h thng ISO vo cng vic. Vi suy ngh nh trn, cc nhn vin coi vic p dng h thng qun l cht lng ISO l cng vic ca lnh o, dn n vic trin khai h thng ch c lnh o thc hin. Xa hn na, cc nhn vin khng quan tm n

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vic thc hin cc quy nh qun l c ban hnh, ngha l khng tun theo ch o ca lnh o doanh nghip, k lut lao ng b xem nh. Ngoi ra, cho n nay, thi im PJICO tin hnh c phn ha t doanh nghip Nh nc cha lu. Do , rt kh thay i thi quen, cch suy ngh ca nhn vin v vic ci tin, nng cao hiu qu cng vic, vn rt xa l trong m hnh doanh nghip Nh nc n gin trc y. y l mt trong nhng kh khn ln ca PJICO khi trin khai p dng h thng qun l cht lng ISO 9001, vic ny i hi tt c nhn vin v lnh o phi kin tr, mi ngi cng c gng mi tng bc gt hi thnh cng.

i vi Ban lnh o PJICO

Mt b phn lnh o ca PJICO vn cha thng nht v t tng, quyt tm thc hin vic trin khai p dng h thng qun l cht lng ISO 9001 ti n v. Thng thng, nu p dng h thng ISO th vai tr ca ngi lnh o l quan trng nht to nn s thnh cng v tnh bn vng ca h thng. Ai cng hiu r khi p dng h thng ISO, PJICO phi xy dng hng lot cc quy nh, hng dn, quy trnh thc hin cng vic, Hay ni cch khc, y chnh l cc cng c gip ngi lnh o cp cao qun l, iu hnh doanh nghip mt cch hiu qu. Tuy nhin, c mt s nguyn nhn lm cho mt b phn lnh o khng mun p dng h thng ISO ti PJICO: - H cha hiu r h thng qun l cht lng sp trin khai mang li li ch, mc tiu g cho doanh nghip. H cha khai thc hiu qu v xem nhng quy trnh, quy nh, hng dn, nh l cng c h tr trong cng tc qun l nn vn iu hnh, qun l song song theo t duy c.
-

- H cho rng vic p dng h thng ISO ch lm cho doanh nghip pht sinh chi ph (nh thu t chc nh gi, o to, tp hun, ) v vic doanh nghip c cp Giy chng nhn ch to c li th khi m phn, k kt hp ng, ch khng quan tm n nhng thay i c bn, lu di trong hot ng ca bn thn doanh nghip. - H khng quan tm su st n vic trin khai, xem l nhim v ca cp di hoc b phn no phi thc hin. Thm ch, h cha tng tham d mt cuc hp trin khai cng tc ISO xem xt tnh hiu qu v li ch m n mang li cho doanh nghip. - Xem h thng qun l cht lng ISO 9001 l tiu chun k thut hoc tiu chun ca sn phm nn giao b phn k thut m nhim thc hin. - B tr nhng ngi khng c nng lc ph hp chu trch nhim chnh trong vic trin khai, xy dng h thng qun l mi theo ISO 9001.

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- Khi pht sinh nhng im bt cp hoc khng ph hp ca h thng qun l hoc cc qu trnh to ra sn phm bo him th c tnh khng a ra hoc chm tr a ra nhng gii php khc phc hiu qu. V k nng qun tr ca lnh o PJICO: K nng lnh o nhm: Nh lnh o cp cao l ngi ng u cng ty, do phi bit cch phn cng trch nhim cho cn b qun l cp thp da trn nng lc c nhn tng ngi vic iu hnh doanh nghip c hiu qu. i vi cng ty PJICO ni ring v a s doanh nghip Vit Nam ni chung, cc nh lnh o cn e ngi vic phn chia quyn lc v trch nhim cho cp di. Do , khi thc hin ISO 9001 th yu cu trch nhim phi c phn chia r rng, lm mt s lnh o khng va lng v y l mt ro cn ln trong sut qu trnh xy dng v p dng ISO.
-

- K nng t duy chin lc: C l cc nh lnh o PJICO ni ring v lnh o cc doanh nghip Vit Nam ni chung khng c k nng t duy chin lc tt bng lnh o cc doanh nghip nc ngoi. H vn cn nhng thiu st trong k thut v phng php qun l, t c tm nhn xa hn cho tng lai ca doanh nghip. Do , khi bt u gt hi c mt s thnh cng t vic p dng h thng qun l cht lng ISO th doanh nghip bt u i xung, khng m bo c tnh n nh ca h thng. IV. NHNG BIN PHP GIP PJICO VT QUA KH KHN 1. Tnh tin phong ca ngi lnh o - Nhn thc c vai tr rt quan trng ca ngi ng u, Ban gim c PJICO l nhng ngi lm trc tin, cam kt nhng g nh lm bng hnh ng c th nh tm hiu v ISO, lp k hoch trin khai v phn cng trch nhim c th cho tng b phn, c nhn c lin quan, cam kt cung cp ngun lc cn thit, thit lp ch khen thng xng ng, - Gii thch vi tt c nhn vin ti n v v h thng qun l cht lng ISO 9001, nhng li ch m n s mang li cho t chc v c nhn nu p dng, cng vic hin ti s d dng hn nh th no trong tng lai, hiu qu cng vic gia tng nh th no, 2. Tnh chia s, thu ht mi ngi ca ngi lnh o Ban gim c PJICO dng nhiu cch li cun mi ngi cng tham gia xy dng ISO nh: - Giao nhng ngi trc tip thc hin mt quy trnh hin ti no chu trch nhim sa i nhng quy trnh, hng dn mi ph hp vi tiu chun.

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- o to cho tt c mi ngi v hnh ng khc phc v nh gi ni b, tp trung ci tin qu trnh. 3. Xc nh nhng nguy c tim n - Do h thng ISO cng cn kh mi l vi hu ht nhn vin PJICO nn Ban gim c PJICO thu chuyn gia t vn tp hun, trnh by v h thng ISO cho tt c nhn vin, trong ch trng n cn b qun l v nhng nhn s tham gia trc tip. - trnh hiu sai yu cu ca tiu chun, PJICO mi chuyn gia lp k hoch s b, gii thch r hn v tiu chun, cung cp mt s kinh nghim thc t lin quan. - Lnh o gip mi ngi thy c li ch cc quy trnh mang li nh vic thc hin nht qun, p dng sng kin trong qu trnh thc hin. - i vi cc d n khng m bo tin , PJICO lp mt nhm ch o ring a ra quyt nh v cung cp cc ngun lc, theo di tin , gii quyt cc vng mc pht sinh, phi hp cng vic vi cc nhm khc. 4. Tip tc duy tr - PJICO phn cng nhn s nh gi s quan tm ca lnh o v kh nng ci tin h thng. - C nhng chnh sch ng vin, khen thng tha ng, kp thi khuyn khch nhn vin n lc rn luyn, hc tp. - Thng xuyn m nhng lp bi dng, o to ngn hn nhn vin nng cao chuyn mn, nghip v. - Phn cng cng vic, trch nhim cho nhiu ngi cng hon thnh mc tiu chung ca n v.

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PH LC
BM.25.5-01
PHNG CHC NNG

NBH: 12/09/2007

BN NGH XC NHN NP PH BO HIM

Knh gi: Phng K ton

c cn c kp thi cho vic xc nh trch nhim ca PJICO trong cng tc gim nh bi thng, Phng chc nng ngh Phng K ton kim tra v xc nhn vic np ph bo him ca khch hng sau : Ngi c bo n bo him s him : :

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- Ngy cp n

, ngy thng nm Cn b Phng chc nng (Ghi r h tn )

Phn xc nhn ca Phng K ton T T 1 2 3 4 5 Tng cng Ngy np ph S tin ph Loi tin T gi ngoi t Tin mt Chuyn khon

kin khc: ......................................................................................................................................... .. ......................................................................................................................................... .. , ngy thng nm Cn b Phng k ton (Ghi r h tn )

K20 - m 5 - Nhm 5

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BM.25.5-02

NBH: 12/09/2007

GIY YU CU GIM NH
Knh gi Fax : (Cng ty gim nh). : ..

ng knh gi : (Ngi c bo him) Fax Ngi gi : .. : Cng ty c phn bo him Petrolimex (PJICO)

Ngy yu cu : / / V vic : yu cu gim nh v tnh tan thit hi

Chng ti nhn c thng bo tn tht ca ... vi thng tin nh sau : i tng tn tht . :

K20 - m 5 - Nhm 5

35

a im tn tht . Thi im tn tht . Loi hnh tn tht . c tnh tn tht .

: : : :

Bng bn Fax ny, chng ti ngh (Cng ty gim nh).thay mt Cng ty PJICO tin hnh gim nh v tnh ton thit hi cho khiu ni ny theo n bo him s............................................. S lng v ngn ng Bo co gim nh c yu cu nh sau : - Bo co gim nh Ting Vit : bn - Bo co gim nh Ting Anh : bn c th tin hnh cng tc gim nh c thun li v kp thi chng ti cung cp a ch lin h gii quyt khiu ni nh sau : 1/ Ngi c bo him : - Ngi lin h : in .. a ch lin h 2/ Ngi bo him : . - Ngi lin h : in .. a ch lin h Xc bo chp nhn yu cu gim nh thoi : :

thoi

: :

n v yu cu gim nh

K20 - m 5 - Nhm 5

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BM.25.5-03
CNG TY C PHN BO HIM PETROLIMEX

NBH: 12/09/2007
CNG HO X HI CH NGHA VIT NAM

***

c lp - T do - Hnh phc -----o0o-----

H S THANH TON BI THNG

H s s: . S n bo him : n v cp n bo him : Ngi c bo him a ch ca NBH : :

Ngy xy ra tn tht : / / H s thanh ton bi thng bao gm nhng chng t ti liu nh km theo y nh sau :

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T T 1 2 3 4 5 6

Tn chng t ti liu

Loi ti liu Bn gc Bn sao

Ghi ch

Bn thanh ton tin bi thng Cng vn thng bo chp thun phng n bi thng v phng thc thanh ton Cng vn thng bo bi thng T trnh lnh o Ha n chng t thanh tan Bn ngh xc nhn np ph bo him

Giao nhn h s ti liu Sau khi kim tra ti liu nh km H s thanh ton bi thng do Phng chc nng, Phng K ton xc nhn nhn y chng t ti liu vi ni dung nh bng k nu trn vo hi gi pht ngy thng nm

PHNG CHC NNG

PHNG K TON

K20 - m 5 - Nhm 5

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BM.25.5-04

NBH: 12/09/2007

CNG TY C PHN BO HIM PETROLIMEX

CNG HO X HI CH NGHA VIT NAM

***

c lp - T do - Hnh phc -----o0o-----

H S THNG BO TI BO HIM
H s s: . S n bo him : n v cp n bo him : Ngi c bo him a ch ca NBH : :

Ngy xy ra tn tht : / / H s thng bo ti bo him bao gm nhng chng t ti liu nh km theo y nh sau :

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T T 1 2 3 4 5 6 7

Tn chng t ti liu

Loi ti liu Bn gc Bn sao

Ghi ch

Bn thanh ton tin bi thng Cng vn thng bo chp thun phng n bi thng v phng thc thanh ton Cng vn thng bo bi thng T trnh lnh o Ha n chng t thanh tan Bo co gim nh khng bao gm cc ph lc Thng bo tn tht

Giao nhn h s ti liu Sau khi kim tra ti liu nh km H s thng bo ti bo him do Phng chc nng chuyn giao, Phng Ti bo him xc nhn nhn y chng t ti liu vi ni dung nh bng k nu trn vo hi gi pht ngy thng nm

PHNG CHC NNG

PHNG TI BO HIM

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TI LIU THAM KHO 1. Gio trnh Qun tr cht lng, NXB Thng k 2. H thng Qun l cht lng ISO 9001-2008 ti Cng ty Pjico
3.

Cc trang web v qun l cht lng

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