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Phan 4
Phan 5
Nguon : Khao sat cua ISO v viec ap dung ISO 9000 tren the gii (tnh
en 12/2004
GII THIEU ISO 9000 (tt)
Cau truc bo tieu chuan ISO 9000 :
ISO 9000 Quy tac c ban va nh ngha
ISO 9001 He thong quan ly chat lng -cac yeu cau
ISO 9004 He thong quan ly chat lng- Hng dan thc hanh cai
tien
ISO 19011 Hng dan anh gia he thong quan ly
PHAN 2
CAC THUAT NG VA KHAI NIEM C BAN VE CHAT LNG
A. THUAT NG
Chat lng: Mc o mot tap hop cac ac trng san co ap ng
cac yeu cau
Yeu cau: Nhu cau hoac mong i c tuyen bo, ngu y chung
hoac bat buoc
Khach hang: To chc hoac ca nhan nhan san pham
Ngi cung ng: To chc hoac ca nhan cung cap san pham
San pham: Ket qua cua mot qua trnh
Qua trnh: Tap hop cac hoat ong co lien quan hoac co tac ong
lan nhau nham chuyen bien au vao thanh au ra
Thu tuc hay qui trnh: Cach thc c qui nh e thc hien mot
hoat ong hoac mot
qua trnh
MO HNH QUA TRNH
1. Hay chon mot hoat ong
cua Cong ty va viet di
BAI TAP
dang mot qua trnh
Kiem soat chat lng : Mot phan cua quan ly chat lng tap
trung vao viec ap ng cac yeu cau chat lng
am bao chat lng : Mot phan cua quan ly chat lng tap
trung vao viec tao ra s tin tng rang cac yeu cau chat lng
c thoa man
He thong quan ly : He thong thiet lap cac chnh sach, muc tieu
va at c cac
muc tieu o
CAC
Hoach nh chat lng : Mot phan cua quan ly chat lng tap trung vao
viec thiet lap cac muc tieu chat lng va qui nh cac qua trnh tac
nghiep can thiet cung vi nguon lc co lien quan nham hoan thanh
cac muc tieu chat lng
San pham khong phu hp : San pham Khong ap ng yeu cau
Hanh ong khac phuc : Hanh ong nham loai bo nguyen nhan s
khong phu hp a phat hien hoac tnh trang khong mong muon
khac
Hanh ong phong nga : Hanh ong nham loai bo nguyen nhan
s khong phu hp tiem an hoac tnh trang khong mong muon khac
B KHAI NIEM
VONG TRON PDCA
Nguyen tac 3: S tham gia cua con ngi
a. Con ngi la cot loi cua To chc
b. S tham gia toan dien cua ho se tao ra cac li ch cho To chc
Ap dung cho ISO 9001
Tao ra s lam chu cua nhan vien ve cac ch tieu va muc tieu cua To
chc thong qua:
a. S dung kien thc cua ho
b. ao tao e ho tham gia vao cac quyet nh ieu hanh va cai tien
qua trnh.
Nguyen tac 4: Tiep can theo qua trnh
Khi cac nguon lc va hoat ong eu c quan ly theo qua trnh, ket
qua at c se hieu qua hn.
Ap dung cho ISO 9001
a. Xac nh ro khach hang ben trong, ben ngoai va ngi cung cap cua
cac qua trnh
b. Tap trung khai thac hieu qua cac nguon lc cua qua trnh
Nguyen tac 5: Tiep can quan ly theo he thong
Nhan biet thau hieu va quan ly mot qua trnh gom cac qua trnh
lien he lan nhau e cai tien hieu qua va hieu suat qua trnh cua To
chc theo muc tieu a nh.
Ap dung cho ISO 9001
a. Xac nh mot tap hop cac qua trnh trong he thong
V du cac nc Chau
Phi
THACH THC CUA DOANH NGHIEP
(3)
Tang li the toan cau hoa,
giam bat li
Nang suat
Ngi tieu thu
Nhan cong
Moi trng
Moi trng kinh doanh
cac quoc gia khac nhau
Moi trng phap ly
chnh tr
Moi trng kinh te
Moi trng van hoa
Qun l l g?
Cac hoat ong co phoi hp e nh hng va kiem soat mot to chc.
Gia tr thc tien cua ISO (1)
Cai tien cac li ch c ban cua To chc
* Nang cao hieu suat cong viec
* Cai tien thng xuyen
* Giam lang ph
Kiem soat nhat quan cac qua trnh chnh
Tieu chuan hoa cac phng phap thc hanh
cong viec tot
Nang cao c hoi tiep th va quan he cong ong
Gia tr thc tien cua ISO (2)
ap ng cac yeu cau mi thau
Cung cap phng tien huan luyen nhan vien mi
Quan ly hieu qua cac rui ro
Tao c hoi hnh thanh phong cach lam viec mi & van hoa cua to
chc
c the gii tha nhan.
XAC NH GAP
TRA LI CAC CAU HOI PHAN TCH GAP
NEU TRA LI CO"
CAC YEU CAU A C AP NG, KHONG CAN CAC BIEN PHAP
NAO KHAC
NEU TRA LI CHA"
CAC GAP A C XAC NH, CAN CAC BIEN PHAP E GIAI QUYET
CAC GAP
NEU TRA LI KHONG AP DUNG"
CAC YEU CAU KHONG AP DUNG, KHONG CAN CAC BIEN PHAP NAO
KHAC
OI VI MOI CAU TRA LI KHONG, PHAI TM QUA TRNH NAO O
CAN CAI TIEN TOT HN
GIAI QUYET GAP
GIAI QUYET GAP
CHUAN B KE HOACH TRIEN KHAI
AP DUNG CAC KE HOACH TRIEN KHAI VA THEO DOI VIEC AP DUNG
--- S DUNG KE HOACH
PHAN 4
XAY DNG HE THONG TAI LIEU QUAN LY CHAT LNG
So tay chat lng: bao gom cac yeu cau cua tieu chuan,
yeu
cau ieu hanh, kiem soat cua Doanh nghiep va vien dan tham
khao en cac thu tuc. No cung phac hoa
cau truc tai
lieu chat lng.
He thong cac thu tuc: e cap cac yeu cau cua tieu chuan va
cach thc thc hien mot hoat ong, qua trnh.
Cac tai lieu ho tr: cac hng dan cong viec, hng dan kiem
tra, hng dan th nghiem, ke hoach chat lng, ban ve, yeu cau
ky thuat, ho s .....
Muc ch cua he thong tai lieu chat lng.
Cho thay s cam ket ap dung he thong quan ly chat
lng
La cong cu thong tin noi bo e ap dung he thong
quan ly chat lng
Lu gi kien thc va thong tin e am bao cho hoat
ong lien tuc cua doanh nghiep.
La tai lieu tham khao va ao tao cho nhan vien co
lien quan
La chuan mc cho cac cuoc anh gia noi bo
PHAN 5
AP DUNG VA DUY TR HE THONG QUAN LY CHAT LNG
AP DUNG HE THONG
QUAN LY CHAT LNG
Xac nh ro va pho bien cac muc tieu, d nh cua viec ap
dung tieu chuan ISO 9000 t cap lanh ao en tat ca cac nhan
vien trong Doanh nghiep.
Cap lanh ao phai cam ket ho tr thc s cho tat ca cac phong
ban/ ca nhan e xay dng va ap dung cac tai lieu he thong
quan ly chat lng.
Phai thanh lap ban ch ao ISO bao gom cac cap lanh ao
ao tao ISO 9000 cho cac nhan vien e xay dng va ap dung ISO
9000.
Theo doi, giam sat cac qua trnh xay dng va ap dung he thong
tai lieu chat lng vao thc te
He thong tai lieu se c sa oi, cai tien neu he thong nay
cha phu hp sau giai oan ap dung.
Cac thu tuc chat lng phai do cac nhan vien co trach nhiem
quan ly.
TRACH NHIEM CUA LANH AO
Xay dng va pho bien cac muc tieu, d nh ap dung ISO 9000 cho
toan the nhan vien.
Xac nh chnh sach chat lng va cam ket ho tr cho nhan vien
thc hien
e ra phng hng va lanh ao doanh nghiep xay dng, ap dung
va duy tr he thong quan ly chat lng.
Bo nhiem mot thanh vien trong ban lanh ao lam ai dien lanh
ao,
Thc hien cac yeu cau qui nh cua ISO 9000,
Xac nh va cung cap ay u cac nguon lc cho tat ca cac bo
phan,
Theo doi, xem xet tien o thc hien, ap dung he thong quan ly
chat lng,
Khen thng, ong vien nhng nhan vien a tham gia ong gop
tch cc vao he thong quan ly chat lng
TRACH NHIEM CUA NHAN VIEN
10
Xay dng tai lieu, ap dung va duy tr hieu qua he thong quan ly
chat lng
Tham gia ao tao va cai tien lien tuc
Thc hien anh gia noi bo
Hp tac, giup ai dien lanh ao ieu hanh he thong quan ly
chat lng
Phan hoi kp thi cac kho khan trong qua trnh xay dng va ap
dung he thong quan ly chat lng
Thc hien ay u cac yeu cau theo quy nh cua tai lieu
NHAN TO CHNH E THANH CONG
Chat lng quan ly, ieu hanh cua cap lanh ao,
S cam ket, ho tr ay u cua Giam oc,
Co c che khuyen khch nhan vien,
Cung cap ay u nguon lc,
Nhan vien c ao tao thch hp,
Quan ly c s thay oi.
Cong ty
1.S o to chc
2.Mo ta cong viec
3.Muc tieu chat lng
4.Ke hoach thc hien
5.Danh muc muc tai lieu
6.Danh muc ho s
7.Danh muc phng tien (Cty)
8.Lich bao tr (cty)
9. Phieu bao tr
10. Danh muc thiet b o
11. Lch hieu chuan kiem nh
12. Phieu hieu chuan noi bo
13. Bang xac nh yeu to moi trng va bien phap kiem soat
14. Bang nhan dang, trang thai va truy tm
15. Bang xep d, lu kho..
16. Thu tuc mua hang (XN)
17. Thu tuc ban hang (XN)
18. Ke hoach kiem soat qua trnh va kiem tra th nghiem.
19. Thu tuc kiem soat con trung (mot, chuot, chim...)
20. Ke hoach ve sinh khu vc che bien va lu kho
1. So tay chat lng
2. Thu tuc kiem soat tai lieu
3. Thu tuc kiem soat ho s
4. Thu tuc kiem soatsan pham khong phu hp
5. Thu tuc anh gia noi bo
6. Thu tuc hanh ong khac phuc/phong nga
7. Thu tuc ban hang
8. Thu tuc anh gia nha cung ng
9. Thu tuc lap ke hoach va kiem soat qua trnh san xuat
10.Thu tuc hieu chuan kiem nh
11.Thu tuc bao tr
12.Thu tuc tham do y kien cua khach hang
thuytienletai@hcm.fpt.vn
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