Y BAN NHN DN TNH LNG SN S T PHP

S TAY CHT LNG H THNG QUN L CHT LNG TCVN ISO 9001: 2008 M s Ln ban hnh Ngy ban hnh STCL 02 22/3/2012

Trch nhim Chc v

Son tho Th k

Xem xt QMR

Ph duyt Gim c

Ch k

H v tn

Hong Xun ng

Nguyn Thanh Sn

Lng Vn Kch

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 2/24

MC LC SA I TI LIU 1. GII THIU CHUNG 1.1. Khi qut v h thng, 1.2. S t chc, 1.3. Chc nng nhim v. 2. 3. 4. 5. PHM VI P DNG H THNG QUN L CHT LNG NGOI L P DNG V L GII M T S TNG TC GIA CC QU TRNH DANH MC TI LIU TRONG HTQLCL TNG NG VI

TIU CHUN QUC GIA TCVN ISO 9001: 2008 6. GII THIU KHI QUT H THNG QUN L CHT

LNG THEO TIU CHUN QUC GIA TCVN ISO 9001: 2008

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 3/24

Ngy

THEO DI SA I TI LIU Tm tt ni dung sa Ln sa Mc sa i i i

Ph duyt

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STCL 02 4/24

PHN 1: GII THIU CHUNG 1.1 Khi qut v h thng S tay ny l ti liu tng qut, xc nh phm vi p dng; chnh sch v mc tiu cht lng; gii thiu hot ng v c cu t chc, chc nng nhim v ca S T php tnh Lng Sn (sau y trong h thng qun l cht lng ny vit tt l S); cc yu cu ca h thng qun l cht lng; danh mc cc quy trnh, th tc ban hnh... Lnh o S v cng chc ch cht ca S lm c s iu hnh h thng qun l cht lng ca mnh. 1.2. S t chc

Gim c S

Cc ph gim c S

Vn phng

Thanh tra

Phng Vn bn php quy

Phng Kim tra v theo di thi hnh vn bn quy phm php lut

Phng Ph bin, gio dc php lut

Phng Hnh chnh t php

Phng B tr t php

Trung tm tr gip php l nh nc

Phng cng chng s 1

Trung tm dch v bn u gi ti sn

1.3: Chc nng nhim v: Xem Quyt nh s: 1680/Q-UBND ngy 04 thng 09 nm 2009 ca UBND tnh Lng Sn v quy nh chc nng, nhim v, quyn hn v t chc S T php tnh Lng Sn.

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 5/24

PHN 2: PHM VI P DNG H THNG QUN L CHT LNG H thng qun l cht lng theo TCVN ISO 9001: 2008 ca S T php tnh Lng Sn p dng i vi ton b th tc hnh chnh thuc cc lnh vc c th nh sau: Lnh vc Quc tch Lnh vc Hnh chnh T php Lnh vc l lch t php Lnh vc B tr t php Lnh vc Tr gip php l Lnh vc u gi ti sn Lnh vc cng chng Cn c vo mc phc tp ca cc th tc v mc chi tit cc th tc ny c th c c th ha thnh quy trnh, i vi cc th tc khng c c th ha thnh quy trnh cc n v c lin quan thc hin theo cc th tc tng ng c ban hnh km theo Quyt nh s: 1814/Q-UBND ngy 23/9/2009 ca UBND tnh v vic cng b b th tc hnh chnh thuc phm vi ca S T php tnh Lng Sn Cc hot ng h tr cho cng tc qun l v iu hnh ni b ca S T php c th nh sau: - Xt nng bc lng - T chc cc cuc hp - Qun l trang thit b phc v cng tc - Thi ua khen thng - Gii quyt n th khiu ni t co - Xy dng vn bn ca S T php - Thm nh d tho vn bn quy phm php lut ca Hi ng nhn dn, y ban nhn dn - R sot, h thng ha vn bn quy phm php lut - Kim tra vn bn quy phm php lut do UBND tnh ban hnh - Kim tra vn bn quy phm php lut thuc thm quyn - a thng tin ln trang in t ca S T php Trong H thng qun l cht lng cn c cc quy trnh hng dn thc hin 06 yu cu bt buc ca TCVN ISO 9001:2008: - Kim sot ti liu (cc Vn bn ca H thng qun l cht lng v cc Vn bn Quy phm php lut); - Kim sot h s (theo cc v, vic ng vi cc quy trnh tc nghip); - Kim sot sn phm khng ph hp;

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 6/24

- nh gi ni b; - Hnh ng khc phc/hnh ng phng nga; - Xem xt ca Lnh o; Cc n v v c nhn khc trong S T php tnh Lng Sn c trch nhim thc hin nhng phn vic c lin quan theo quy nh trong cc Quy trnh . PHN 3: NGOI L P DNG V L GII H thng qun l cht lng ca S T php tnh Lng Sn c mt s im loi tr thuc phn 7 ca tiu chun ISO 9001: 2008 khng th p dng c do c th v sn phm S T php tnh Lng Sn cung cp, c th xem xt nh mt ngoi l. Cc ngoi l s c lit k v l gii c th trong cc phn tip theo ca S tay ny. PHN 4: M T S TNG TC GIA CC QU TRNH (xem ph lc 1 s tay ny) PHN 5: DANH MC TI LIU TRONG HTQLCL TNG NG VI TIU CHUN QUC GIA TCVN ISO 9001: 2008 5.1. Danh mc cc quy trnh c c th ha thnh vn bn STT Tn quy trnh hoc th tc STCL ISO-TPLS-00-01 ISO-TPLS-00-02 ISO-TPLS-00-03 ISO-TPLS-00-04 ISO-TPLS-00-05 ISO-TPLS-00-06 ISO-TPLS-00-07 M s

1. Chnh sch, Mc tiu v S tay cht lng 2. Quy trnh kim sot ti liu 3. Quy trnh kim sot h s 4. Quy trnh kim sot sn phm khng ph hp 5. Quy trnh nh gi ni b 6. Quy trnh hnh ng khc phc 7. Quy trnh xem xt ca lnh o 8. Quy trnh hnh ng phng nga

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 7/24

STT

Tn quy trnh hoc th tc

M s ISO-TPLS-04-01 ISO-TPLS-04-02 ISO-TPLS-04-03 ISO-TPLS-04-04 ISO-TPLS-05-01 ISO-TPLS-06-01

9. Quy trnh xt nng bc lng 10. Quy trnh t chc cc cuc hp 11. Quy trnh qun l trang thit b phc v cng tc 12. Quy trnh thi ua khen thng 13. Quy trnh gii quyt n th khiu ni t co 14. Quy trnh xy dng vn bn ca S T php

15. Quy trnh thm nh d tho vn bn quy phm ISO-TPLS-06-02 php lut ca Hi ng nhn dn, y ban nhn dn 16. R sot, h thng ha vn bn quy phm php lut ISO-TPLS-07-01

17. Kim tra vn bn quy phm php lut do UBND ISO-TPLS-07-02 tnh ban hnh 18. Kim tra vn bn quy phm php lut thuc thm ISO-TPLS-07-03 quyn 19. Quy trnh ng k kt hn 20. Quy trnh ng k khai sinh, ng k khai t 21. Quy trnh ng k li vic sinh, t, kt hn 22. Quy trnh ng k nhn cha, m, con 23. Quy trnh ng k gim h, chm dt, thay i vic gim h. 24. Quy trnh ghi vo s h tch cc vic ng k 25. Quy trnh cp li bn chnh Giy khai sinh 26. Quy trnh ng k thay i ci chnh, xc nh li ISO-TPLS-08-01 ISO-TPLS-08-02 ISO-TPLS-08-03 ISO-TPLS-08-04 ISO-TPLS-08-05 ISO-TPLS-08-06 ISO-TPLS-08-07 ISO-TPLS-08-08

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 8/24

STT

Tn quy trnh hoc tc dn tc, xc nh li gii tnh, bth sung h tch, iu chnh h tch

M s ISO-TPLS-08-09 ISO-TPLS-08-10 ISO-TPLS-08-11 ISO-TPLS-08-12 ISO-TPLS-08-13 ISO-TPLS-08-14 ISO-TPLS-08-15 ISO-TPLS-09-01

27. Quy trnh cp bn sao giy t h tch t s h tch, xc nhn cc giy t h tch 28. Quy trnh cp phiu l lch t php 29. Quy trnh ng k nui con nui 30. Quy trnh nhp quc tch 31. Quy trnh tr li quc tch 32. Quy trnh thi quc tch 33. Quy trnh xc nhn c quc tch Vit Nam, cc nhn l ngi gc Vit Nam 34. a thng tin ln trang in t ca S T php

35. Quy trnh cp giy ng k hot ng hnh ngh ISO-TPLS-10-01 lut s 36. Quy trnh cp giy ng k hot ng cho chi nhnh t chc hnh ngh lut s v ng k hnh ISO-TPLS-10-02 ngh lut s vi t cch c nhn

37. Quy trnh thnh lp Vn phng giao dch ca t ISO-TPLS-10-03 chc hnh ngh lut s 38. Quy trnh cp li Giy ng k hot ng cho t chc hnh ngh lt s khi thay i ni dung hot ISO-TPLS-10-04 ng

39. Quy trnh chuyn i Cng ty lut trch nhim hu ISO-TPLS-10-05 hn 40. Quy trnh cp Giy ng k hot ng cho chi nhnh, cng ty lut nc ngoi; chi nhnh cng ty ISO-TPLS-10-06 lut nc ngoi ti Vit Nam

41. Quy trnh cp li Giy ng k hot ng ca chi ISO-TPLS-10-07 nhnh, cng ty lut nc ngoi

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 9/24

STT 42. 43. 44. 45.

Tn quy trnh hoc th tc Quy trnh thnh lp on Lut s Quy trnh ph duyt iu l on lut s Quy trnh t chc i hi nhim k on lut s Quy trnh ph chun kt qu i hi on lut s

M s ISO-TPLS-10-08 ISO-TPLS-10-09 ISO-TPLS-10-10 ISO-TPLS-10-11

46. Quy trnh bi nhim Ban ch nhim, Ch nhim ISO-TPLS-10-12 on lut s 47. Quy trnh cp giy ng k hot ng cho Vn ISO-TPLS-10-13 phng cng chng 48. 49. Quy trnh thnh lp Vn phng cng chng Quy trnh tm nh ch hnh ngh cng chng ISO-TPLS-10-14 ISO-TPLS-10-15

50. Quy trnh chm dt hot ng ca Vn phng cng ISO-TPLS-10-16 chng 51. Quy trnh cp Giy ng k hot ng ca Trung tm, chi nhnh Trung tm v Cp th t vn php ISO-TPLS-10-17 lut Quy trnh thng bo thay i ni dung ng k hot ng ca Trung tm t vn php lut, Chi ISO-TPLS-10-18 nhnh Trung tm t vn php lut

52.

53. Quy trnh ng k hot ng ca Trung tm trng ISO-TPLS-10-19 ti 54. Quy trnh ng k hot ng ca chi nhnh Trung ISO-TPLS-10-20 tm trng ti 55. Quy trnh chm dt hot ng Chi nhnh ca ISO-TPLS-10-21 Trung tm trng ti 56. Quy trnh Cp, gia hn, thay i ni dung giy ng k hot ng v chm dt hot ng ca ISO-TPLS-10-22 Trung tm h tr kt hn

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 10/24

5.2. Danh mc cc th tc c thc hin tham chiu theo Quyt nh s: 1814/Q-UBND ngy 23/9/2009 ca UBND tnh v vic cng b b th tc hnh chnh thuc phm vi ca S T php tnh Lng Sn. STT 1. 2. 3. 4. 5. 6. Tn th tc Cng chng Hp ng thu Ti sn gn lin vi t. Ti liu vin dn

Cc th tc tng ng c ban hnh km theo Cng chng Hp ng thu Quyn s dng t v TiQuyt nh s: sn gn lin vi t. 1814/Q-UBND ngy 23/9/2009 ca UBND tnh v Cng chng Hp ng thu Quyn s dng t . vic cng b b th tc hnh chnh thuc phm vi ca Cng chng Hp ng thu cn h nh chung c. S T php tnh Lng Sn Cng chng Hp ng th chp Quyn s dng t Cng chng Hp ng th chp cn h nh chung c.

7. Cng chng Hp ng th chp Ti sn gn lin vi t. 8. 9. Cng chng Hp ng tng cho Ti sn gn lin vi t. Cng chng Hp ng tng cho cn h nh chung c.

10. Cng chng Hp ng tng cho Quyn s dng t v Ti sn gn lin vi t. 11. Cng chng Hp ng tng cho Quyn s dng t

12. Cng chng Hp ng mua bn ti sn gn lin vi t. 13. Cng chng Hp ng mua bn cn h nh chung c.

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 11/24

STT

Tn th tc

Ti liu vin dn

14. Cng chng Hp ng gp vn bng cn h nh chung c. 15. Cng chng Hp ng gp vn bng ti sn gn lin vi t. 16. Cng chng Hp ng gp vn bng Quyn s dng t v Ti sn gn lin vi t. 17. Cng chng Hp ng gp vn bng Quyn s dng t 18. Cng chng Hp ng Chuyn nhng Quyn s dng t v Ti sn gn lin vi t. 19. Cng chng Hp ng Chuyn nhng Quyn s dng t 20. Cng chng Hp ng th chp Quyn s dng t v Ti sn gn lin vi t. 21. 22. 23. 24. 25. 26. 27. Cng chng Di chc. Cng chng vn bn t chi nhn di sn tha k Cng chng vn bn phn chia di sn tha k Cng chng vn bn nhn di sn tha k Cng chng Vn bn cam kt ti sn ring Cng chng Hp ng y quyn Cng chng Hp ng Vay tin

28. Cng chng Hp ng thu xe t

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 12/24

STT

Tn th tc

Ti liu vin dn

29. Cng chng Hp ng Th chp my mc thit b sn xut. 30. 31. 32. 33. 34. Cng chng Hp ng th chp xe t Cng chng Hp ng th chp Dy truyn sn xut Cng chng Hp ng tng cho xe t Cng chng Hp ng Mua bn xe t Cng chng Hp ng Gp vn Xe t

35. Cng chng Hp ng Gp vn my mc thit b sn xut. 36. 37. 38. 39. 40. Cng chng Hp ng Gp vn Dy truyn sn xut. Cng chng Vic hy b Hp ng giao dch Cng chng Vic sa i, b sung Hp ng giao dch Giy y quyn. Cng chng Hp ng t cc

41. Bn u gi ti sn l ti xn m bo c quyt nh x l thu hi n 42. Bn u gi ti sn ca c quan, n v c Quyt nh thanh l.

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 13/24

STT 43.

Tn th tc Bn u gi ti sn l tang vt, phng tin vi phm hnh chnh c quyt nh tch thu sung qu nh nc theo quy nh ca php lut. T chm dt tham gia tr gip php l Thay i ni dung ng k tham gia tr gip php l Thu hi Th cng tc vin tr gip php l Cp li Th cng tc vin tr gip php l

Ti liu vin dn

44. 45. 46. 47.

48. Chm dt hp ng cng tc gia Gim c Trung tm tr gip php l vi cng tc vin tr gip php l 49. Thay i, b sung hp ng cng tc gia Gim c Trung tm tr gip php l vi cng tc vin tr gip php l

50. K hp ng cng tc gia Gim c Trung tm tr gip php l vi cng tc vin tr gip php l 51. 52. ngh tham gia lm cng tc vin tr gip php l Thay i ngi tham gia i din ngoi t tng

53. Thay th Tr gip vin/ Lut s cng tc vin tham gia t tng 54. T chi hoc khng tip tc thc hin v vic tr gip php l 55. Kin ngh v vic gii quyt v vic tr gip php l

56. Khiu ni v t chi th l v vic tr gip php l; khng thc hin tr gip php l; thay i ngi thc

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 14/24

STT hin tr gip php l 57. 58. 59.

Tn th tc

Ti liu vin dn

Yu cu/ ngh tr gip php l Thu hi Giy ng k tham gia tr gip php l Cp Giy ng k tham gia tr gip php l

60. Thc hin tr gip php l bng hnh thc tham gia t tng 61. Thc hin tr gip php l bng hnh thc din ngoi t tng 62. Thc hin tr gip php l bng hnh thc Ho gii

63. Chuyn v vic Tr gip php l cho Trung tm tr gip php l khc 64. Thc hin tr gip php l bng hnh thc t vn

PHN 6: GII THIU KHI QUT H THNG QUN L CHT LNG THEO TIU CHUN QUC GIA TCVN ISO 9001: 2008 iu khon ISO 4. H thng qun l cht lng 4.1. Yu cu chung Bng m t h thng v mi tng tc ca cc qu trnh thuc h thng qun l cht lng (Ph lc 1) Ti liu ca h thng qun l cht lng ca S (Danh mc ti liu ni h thng qun l cht lng) Ton b ti liu thuc H Ti liu vin dn

4.2. Yu cu v h thng ti liu 4.2.1. Khi qut

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 15/24

iu khon ISO

Ti liu vin dn thng qun l cht lng ca S bao gm (Danh mc ti liu h thng qun l cht lng). Cc h s pht sinh cung cp bng chng v s ph hp vi cc yu cu v hot ng tc nghip c hiu lc ca h thng qun l cht lng.

4.2.2. S tay cht S lp v duy tr S tay cht lng ny trong lng bao gm: a) Phm vi ca h thng qun l cht lng, bao gm c cc ni dung chi tit v c s l gii v cc ngoi l; b) Cc th tc dng vn bn c thit lp cho h thng qun l cht lng); c) S tng tc gia cc qu trnh trong h thng qun l cht lng. 4.2.3. Kim sot ti Nhm m bo kim sot liu y h thng ti liu bao gm: Ti liu ni b (do S ban hnh) v Ti liu c ngun gc t bn ngoi (cc vn bn quy phm v cc ti liu khng do S ban hnh nhng p dng cho cc qu trnh nghip v ca S) Ti liu lin quan: Quy trnh kim sot ti liu (ISO-TPLS-00-01) 4.2.4. Kim sot h s Nhm m bo kim sot y cc h s pht sinh cung cp bng chng v s ph hp vi cc yu cu v hot ng tc nghip c hiu lc ca HTQLCL. Ti liu lin quan: Quy trnh kim sot h s (ISO-TPLS-00-02)

5. Trch nhim ca Lnh o

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 16/24

iu khon ISO 5.1. Cam kt ca Lnh o

Ti liu vin dn Lnh o S cam kt v vic thc hin h thng qun l cht lng v ci tin thng xuyn hiu lc ca h thng nh: Truyn t cho mi ngi v tm quan trng ca vic p ng yu cu khch hng (t chc/cng dn) cng nh yu cu ca php lut. Xy dng v ph bin Chnh sch cht lng cho ton th cn b nhn vin (Ph lc 2). Xy dng Mc tiu cht lng ca S v cc n v, phng ban (di y gi tt l cc n v) - Ph lc 3, 4. nh k tin hnh cuc hp xem xt ca Lnh o. m bo cung cp y cc ngun lc.

5.2. Hng vo Lnh o S m bo cc yu cu ca khch hng c khch hng (T xc nh v p ng nhm nng cao s tha mn ca chc/cng dn) khch hng (T chc/cng dn) Xem phn 7.2.1 Xc nh cc yu cu lin quan n sn phm. Xem phn 8.2.1 o lng s tha mn ca khch hng. 5.3. Chnh sch cht Lnh o S ban hnh Chnh sch cht lng lng a) Ph hp vi mc ch (chc nng, nhim v) ca S; b) Bao gm vic cam kt p ng cc yu cu v ci tin thng xuyn hiu lc ca h thng qun l cht lng; c) Cung cp c s cho vic thit lp v xem xt cc mc tiu cht lng; d) c truyn t v thu hiu trong S T php; e) c Ban lnh o S xem xt lun thch hp. Xem ph lc 2. 5.4. Hoch nh. 5.4.1. Mc tiu cht - Mc tiu cht lng ca S c thit lp m bo o lng lng c v ph hp vi Chnh sch cht lng ca S. (Ph lc 03). - Cc phng chuyn mn ca S cn c theo mc tiu cht lng ca S m bo thit lp mc tiu cho n v theo ph lc 04 m bo ph hp vi chnh sch cht

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 17/24

iu khon ISO

Ti liu vin dn lng v mc tiu cht lng ca S. - i din lnh o v cht lng (QMR) xy dng k hoch thc hin mc tiu cht lng theo ph lc 05 phn phi n n v c lin quan.

5.4.2. Hoch nh h - Bng m t h thng v mi tng tc ca cc qu thng qun l cht trnh thuc h thng qun l cht lng (Ph lc 1) lng - H thng ti liu ni b ca S (Danh mc ti liu h thng qun l cht lng). Khi h thng ti liu c thay i th vn lun m bo tnh nht qun nh hoch nh. 5.5. Trch nhim, quyn hn v trao i thng tin. 5.5.1. Trch nhim v quyn hn - S t chc ca S (xem mc 1.2) - Xem quyt nh s: 1680/2009/Q-UBND ngy 04 thng 09 nm 2009 ca UBND tnh Lng Sn v quy nh chc nng, nhim v, quyn hn v t chc S T php tnh Lng Sn Quyt nh phn cng nhim v cho i din cht lng (Quyt nh thnh lp Ban ch o ISO)

5.5.2. i din ca Lnh o

5.5.3. Trao i thng S cam kt thc hin v duy tr cc cuc hp ni b hoc tin ni b phng tin in t trao i thng tin ni b ca cc ban v cc thng tin v hiu lc h thng qun l cht lng. 5.6. Xem xt ca Lnh o Lnh o S quan cam kt nh k 1 ln/nm t chc hp xem xt h thng qun l cht lng m bo h thng lun thch hp, tha ng c hiu lc v qua nh gi c cc c hi ci tin v nhu cu thay i i vi h thng qun l cht lng (bao gm c thay i v Chnh sch v Mc tiu cht lng). Ti liu lin quan: Quy trnh hp xem xt ca Lnh o.

6. Qun l ngun lc 6.1. Cung cp ngun Lnh o S m bo p ng ngy mt tt hn yu cu lc ca t chc/c nhn thng qua vic cung cp cc ngun lc cn thit xy dng, thc hin, duy tr v thng xuyn ci tin HTQLCL nh: Ngun nhn lc. C s vt cht. Mi trng lm vic

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

STCL 02 18/24

iu khon ISO 6.2. Ngun nhn lc

Ti liu vin dn Lnh o S m bo nhng ngi thc hin cc cng vic nh hng n cht lng sn phm phi c nng lc trn c s c gio dc, o to v c k nng kinh nghim thch hp.

6.2.2. Nng lc nhn Cng tc o to hng nm ca S c thc hin theo k thc v o to hoch o to ca S Ni v v UBND cp tnh. Khi cn thit S s tin hnh o to theo yu cu cng vic. 6.3. C s h tng S m bo cung cp v duy tr c s vt cht cn thit t c s ph hp vi cc yu cu v dch v hnh chnh. C s vt cht bao gm: Nh ca, khng gian lm vic v cc phng tin km theo. Trang thit b (phn cng v phn mm). Dch v h tr (vn chuyn v trao i thng tin). 6.4. Mi trng lm Xc nh v qun l mi trng lm vic cn thit vic t c s ph hp vi yu cu ca sn phm. 7. Cung cp dch v (to sn phm) 7.1. Hoch nh vic S trin khai cc qu trnh cn thit i vi vic cung cp dch v thc hin cc cng vic v cc qu trnh m bo c s (to sn phm) nht qun. Bng m t h thng v mi tng tc ca cc qu trnh thuc h thng qun l cht lng (Ph lc 01) Cc vn bn php quy c lin quan n hot ng ca S (Xem mc 5.3 Quy trnh kim sot ti liu) Ti liu ca h thng qun l cht lng ca S (Danh mc ti liu ti liu h thng qun l cht lng) 7.2. Cc qu trnh lin quan n T chc, ngi dn 7.2.1. Xc nh cc S xc nh: yu cu lin quan Yu cu h s u vo khch hng np (bao gm n sn phm c hot ng tr kt qu v sau khi tr kt qu) Yu cu khng c khch hng cng b nhng cn thit cho vic s dng c th hoc s dng d kin khi bit. Yu cu v ch nh v php lut lin quan n sn phm/dch v. Mi yu cu khc do S xc nh Ti liu lin quan: Cc hng dn th tc ca cc phng ban chuyn mn v vn bn php quy lin quan.

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STCL 02 19/24

iu khon ISO Ti liu vin dn 7.2.2. Xem xt cc S xem xt y cc yu cu lin quan n h s u yu cu lin quan vo m bo h s ph hp trc khi cam kt v vic n sn phm x l, thm nh h s v tr kt qu cho khch hng v m bo rng: Yu cu v sn phm c nh r. Yu cu khc vi quy nh hoc vn bn php quy phi c x l, gii quyt. S c kh nng p ng cc yu cu nh. H s ca vic xem xt phi c lu gi. Ti liu lin quan: Cc hng dn th tc ca cc phng chuyn mn v cc vn bn php quy lin quan. 7.2.3. Trao i thng S m bo sp xp c hiu qu vic trao i thng tin tin vi khch hng ca khch hng lin quan n: Thng tin v sn phm. X l cc yu cu ca khch hng khi c thay i. Phn hi ca khch hng (k c cc khiu ni) Ti liu lin quan: Cc hng dn th tc ca cc n v chuyn mn v cc vn bn php quy lin quan. 7.3. Thit k v pht trin Phn ln cc C quan hnh chnh nh nc tin hnh cc cng vic phi theo chc nng, nhim v do cp trn giao v cc cng vic phi theo quy nh trong h thng cc vn bn php quy; nn khng thc hin vic thit k trin khai cng vic mi. S mua hng theo ng quy nh ca php lut S m bo kim sot vic mua hng v dch v quan trng bn ngoi phc v cho gii quyt cng vic ca mnh; m bo hng ha v dch v quan trng mua ngoi ph hp vi yu cu ra. S tm hiu, chn la ngun cung cp hng ha v dch v quan trng t bn ngoi v ch chp nhn cc hng ha, dch v sau khi kim tra, xc nhn l t yu cu. Hng ha hay dch v quan trng no pht hin c sai li phi x l theo cc hnh thc thch hp. Cc kt qu theo di, nh gi ngun cung cp v hng ha, dch v mua vo c lu gi h s. Lu : Nhng ch dn ca cp trn, nhng phn ng gp theo chc nng ca cc c quan lin quan, nhng ng gp ca cc Chuyn gia bn ngoi gii quyt cng vic ca

7.4. Mua hng

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

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iu khon ISO

Ti liu vin dn S cng c coi nh l dch v bn ngoi phi c kim sot.

7.5. Cung cp dch v 7.5.1. Kim sot qu S m bo lp k hoch, tin hnh thc hin v trnh thc hin v cung cp dch v cng trong iu kin c kim sot trn cung cp dch v c s: cng - C sn nhng thng tin v c im, yu cu ca cng vic; - C sn nhng Quy trnh, Hng dn cng vic ng vi cc qu trnh v ni cn thit; - Vic s dng v bo dng cc thit b, phng tin k thut; - Vic thc hin cc hot ng theo di, kim tra, nh gi; - Thc hin vic chuyn giao kt qu cng vic cho khch hng v vic tip tc xem xt, gii quyt cc vn pht sinh sau (nu c). Ti liu ca h thng qun l cht lng ca S (Danh mc ti liu h thng qun l cht lng) 7.5.2. Xc nhn gi tr s dng ca cc qu trnh cung cp dch v 7.5.3. Nhn bit v xc nh ngun gc Qu trnh thc hin v gii quyt cng vic ca S u cho ra nhng kt qu c th, v vy iu khon ny l mt im loi tr trong HTQLCL ca S. S m bo cc yu cu sau: Khi cn thit, c th nhn bit vn bn/h s trong sut qu trnh thc hin. Ni dung nhn bit l trng thi ca qu trnh x l vn bn (nh k tt, v.v.) tng ng vi cc yu cu theo di v o lng. Khi c yu cu, xc nh ngun gc ca vn bn/ h s c thc thc hin thng qua vic lu tr y cc h s cng vic. Ti liu lin quan: Ti liu ca h thng qun l cht lng ca S (Danh mc ti h thng qun l cht lng). Cc S theo di trong qu trnh x l cng vic. Trong qu trnh tip nhn v x l cc vn bn/h s ca cc t chc/cng dn, S m bo, cc n v phi nhn bit, lu gi, bo qun, bo mt cc thng tin trong

7.5.4. Ti sn ca khch hng

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iu khon ISO

Ti liu vin dn vn bn/h s ca t chc/cng dn cung cp. Nu xy ra trng hp h s b mt, b h hng th S s phi thng bo cho t chc/cng dn c bit v c cch khc phc. ng thi, lp v lu h s v cc trng hp xy ra. Ti liu lin quan: Ti liu ca h thng qun l cht lng ca S (Danh mc ti liu h thng qun l cht lng)

7.5.5. Bo ton sn H s phi c bo qun ngay t khi c tip phm nhn, trong qu trnh x l v lu tr. Trong qu trnh tin hnh gii quyt cng vic hoc sau khi gii quyt xong cng vic, th cc h s, vn bn, v.v. iu phi c sp xp, lu gi v bo qun y v an ton. Ti liu lin quan: Quy trnh kim sot h s (ISOTPLS-00-02) 7.6. Kim sot Trong nhng hot ng hnh chnh no m c s dng phng tin theo di phng tin o lng v theo di th cn: v o lng Xc nh r phng tin o v php o; Thc hin vic hiu chun, kim nh theo quy nh ca qun l o lng (m bo tnh thng nht v ng n); c bo qun khng xy ra h hng hoc gim gi tr (nh hng ti chnh xc ca cc kt qu o). Khc phc kp thi nhng sai hng, hiu chun hay kim nh li trc khi a ra s dng. Phn mm c s dng o lng v theo di cc yu cu nht nh phi c ph duyt trc khi cho p dng. Lu gi h s v kim sot phng tin o lng. 8. o lng, phn tch v ci tin 8.1. Khi qut S m bo hoch nh v trin khai cc qu trnh theo di, o lng, phn tch v ci tin cn thit : Chng t cc cng vic lun ph hp vi yu cu quy nh m bo h thng qun l cht lng lun ph hp Thng xuyn nng cao tnh hiu lc ca h thng qun l cht lng

8.2. Theo di v o lng

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

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iu khon ISO 8.2.1. S tha mn ca t chc/cng dn

Ti liu vin dn S p dng cc bin php thch hp theo di s tha mn ca t chc/cng dn i vi dch v ca S v c nhng bin php ph hp lun lun c c s tha mn t pha t chc/cng dn. S xy dng v duy tr vic thc hin qu trnh ny nhm thu thp s phn hi ca t chc/cng dn thng qua cc hot ng c th nh thng qua cng tc vn th, hm th gp , tip dn, gii quyt khiu ni t co .... nh k, S t chc nh gi cht lng ni b theo k hoch m bo h thng qun l cht lng: Ph hp vi cc ni dung hoch nh (xem phn 7.1) i vi: yu cu ca tiu chun TCVN ISO 9001: 2008, ca php lut v do S quy nh. H thng c p dng c hiu lc v c duy tr. Ti liu lin quan: Quy trnh nh gi ni b. S thc hin vic theo di qu trnh thc hin, o lng thi gian thc hin cc cng vic v khi cng vic khng t kt qu theo hoch nh, S s tin hnh vic khc phc v hnh ng khc phc m bo cng vic lun ph hp. Ti liu lin quan: Cc hng dn th tc thc hin ti cc n v chuyn mn. Kt qu gii quyt cng vic ti cc phng chuyn mn. Quy trnh hnh ng khc phc (ISO-TPLS-0005) Quy trnh hnh ng phng nga (ISO-TPLS00-07) S thc hin vic xem xt, thm nh v ch thng qua khi cc h s p ng y cc yu cu ca php lut. Ti liu lin quan: Ti liu ca h thng qun l cht lng ca S (Danh mc ti liu h thng qun l cht lng). Bo co kt qu gii quyt h s hnh chnh theo c ch mt ca.

8.2.2. nh gi ni b

8.2.3. Theo di v o lng cc qu trnh

8.2.4. Theo di v o lng kt qu cng vic

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

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iu khon ISO 8.3. Kim sot vn khng ph hp

Ti liu vin dn S m bo cc ti liu/h s khng ph hp, khng hp l (cc khng y v s lng, chng loi, ni dung khng m bo ng quy nh) c nhn bit v kim sot vic khc phc nh iu chnh, b sung, nhn nhng hoc tr li v c kim tra sau m bo ti liu/h s p ng c cc yu cu quy nh ca php lut. Trng hp vn khng ph hp ch c pht hin sau khi chuyn giao kt qu cho khch hng (quyt nh, kt qu thm nh...) v khch hng s dng cc kt qu ny th S s c hnh ng thch hp trnh gy ra tc ng hu qu tim n ca s khng ph hp c pht hin Ti liu lin quan: Quy trnh kim sot sn phm khng ph hp (ISO-TPLS-00-04) S m bo xc nh, thu thp v phn tch cc d liu tng ng chng t s thch hp v tnh hiu lc ca h thng qun l cht lng v nh gi xem xt s ci tin thng xuyn hiu lc ca h thng qun l cht lng. Cc n v c lin quan lp bo co nh k hng thng, hng qu, 6 thng v c nm chuyn v ban lnh o xem xt v ch o thc hin S thng xuyn nng cao hiu lc ca h thng qun l cht lng thng qua vic s dng Chnh sch cht lng, Mc tiu cht lng, kt qu nh gi, phn tch d liu, cc hnh ng khc phc v phng nga v kt qu cuc hp xem xt ca lnh o. Ti liu lin quan: Quy trnh nh gi ni b (ISOTPLS-00-03); Quy trnh hnh ng khc phc (ISOTPLS-00-05); Quy trnh hnh ng phng nga (ISOTPLS-00-07) S m bo thc hin hnh ng nhm loi b cc nguyn nhn ca s khng ph hp ngn nga s ti din lp li. Ti liu lin quan: Quy trnh hnh ng khc phc (ISOTPLS-00-05) S m bo thc hin hnh ng nhm loi b cc nguyn nhn ca s khng ph hp tim n ngn chn s xut hin.

8.4. Phn tch d liu

8.5. Ci tin 8.5.1. Ci tin thng xuyn

8.5.2. Hnh ng khc phc

8.5.3. Hnh ng phng nga

M s: S T PHP S TAY CHT LNG Ln ban hnh Trang

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iu khon ISO

Ti liu vin dn Ti liu lin quan: Quy trnh hnh ng phng nga (ISOTPLS-00-07)