I HC QUC GIA H NI

TRNG I HC KHOA HC X HI V NHN VN

QUN L CHT LUNG CA W. EDWARDS DEMING TRIT L, NI DUNG V NGHA

TI CP HQG, M S: QX.0720 CH TR: HONG VN LUN

M U 1. Tng quan v qun l cht lng

Ngun gc ca phong tro cht lng xut hin t thi Trung c chu u, ni m th th cng bt u t chc thnh cng on m lc u c gi l phng hi (Guild) cui th k XIII. Nghip on chu trch nhim i vi vic pht trin cc quy tc nghim ngt cho cc sn phm v cht lng dch v. U ban kim tra thi hnh cc quy tc ca hng ho. Hng ha hon ho (flawless) c nh du bng mt du c bit hoc biu tng. Th th cng thng c nh du mt k hiu ring trn hang ha do h sn xut. Lc u, vic nh du ny c s dng theo di ngun gc ca cc mt hng b li. Nhng qua thi gian, nhng k hiu ny tr thnh nhng nhn hiu i din cho danh ting tt ca ngh nhn. Kim tra, nh du v nh du ch - th th cng phc v nh mt bng chng v cht lng cho khch hng trong sut thi Trung c chu u. Cch lm ny c vn dng n cuc cch mng cng nghip u th k 19. Cho n u th k 19, sn xut cng nghip trn th gii c xu hng i theo m hnh s tinh xo ngh nghip (craftsmanship). Thanh tra sn phm c nhn mnh trong cc nh my Vng quc Anh bt u xut hin t nhng nm 1750s v ph bin trong cuc cch mng cng nghip vo u th k XIX. Trong u th k 19, sn xut ti Hoa K c xu hng i theo m hnh Tinh xo ngh nghip tng c s dng trong cc quc gia chu u. Trong m hnh ny, chng trai tr c th hc c mt ngh c tay

ngh cao trong qu trnh lm vic trong phng hi nh l mt ngi hc vic trong nhiu nm. Do hu ht cc th th cng c bn hng ha ca h ti a phng v li ch ca h ph thuc vo vic p ng cc nhu cu c nhn ca khch hng v cht lng. Nu nhu cu cht lng khng c p ng hoc cc ngh nhn chuyn i, th nguy c mt khch hng xut hin. V vy, cc ng ch duy tr mt hnh thc kim sot cht lng bng cch kim tra hng ho trc khi bn mt cch cht ch v nghim ngt. Khi sn xut pht trin, ngi Chu u c nhng ci tin c bn trong vic m bo cht lng: cng vic ca cng nhn c chuyn mn ha, ch ca hang (ngi phn phi) tr thnh ngi gim st sn xut. Cht lng trong h thng nh my c bo m thng qua cc k nng ca ngi lao ng, b sung bng cch kim ton v / hoc kim tra. Sn phm b khuyt tt hoc l phi ti ch (reworked) hoc loi b. n cui th k XIX, Hoa K vt b cch lm truyn thng ca Chu u bng phng php qun l theo khoa hc ca Frederick W. Taylor. Mc tiu ca F.W. Taylor l tng nng sut m khng tng s lng cc th th cng lnh ngh. Cch tip cn ca F.W. Taylor dn n tng ng k nng sut, nhng n c nhc im quan trng: Ngi lao ng, mt ln na, b tc b quyn lc v qu nhn mnh ti nng sut tc ng tiu cc n cht lng. n u th k XX, cc nh sn xut bt u a quy trnh thanh tra sn phm hay kim sot cht lng sn phm vo qu trnh sn xut. V cc quy nh v ch tiu, tiu chun cht lng tr thnh mt trong nhng vn bn qun l quan trng.

n u th k XX, quy trnh cht lng ra i. Quy trnh cht lng c xem xt l mt nhm cc hot ng t u vo n u ra nh mt u bp ch bin cc nguyn liu thnh cc mn n. Walter Shewhart, mt nh thng k cho phng th nghim Bell, bt u tp trung vo vic kim sot cc qu trnh trong gia thp nin 1920 nhm m bo cht lng khng ch khu cui khi cc sn phm hon tt m cn nhm m bo cht lng t trong qu trnh to ra n. Shewhart cho rng bng phng php thng k v s dng cc k thut thng k, cc d liu c th c phn tch nhm tin ti kim sot mt qu trnh n nh v cht lng. ng a ra khi nim Kim sot cht lng bng thng k (SQC). Vi cch lm ny, Shewhart t nn tng cho cc biu kim sot, mt cng c hin i nhm m bo cht lng ngy nay. W. Edwards Deming, mt nh thng k vi S Nng nghip Hoa K v Cc iu tra dn s, i theo phng php Kim sot bng thng k ca Shewhart v sau ny tr thnh mt nh lnh o ca phong tro cht lng c Nht Bn v Hoa K. Sau khi Hoa K bc vo Chin tranh th gii ln th II, cht lng tr thnh mt thnh phn quan trng ca cc n lc chin tranh: Cc u n (Bullets) c sn xut ti mt quc gia nhng phi c s dng cho cc loi sung trng khc nhau. Trong thi gian ny, cht lng tr thnh mt vn an ton quan trng. Lc lng v trang Hoa K kim tra cht ch m bo rng cc n v sn xut u an ton. Trn thc t, iu ny i hi lng ln cc lc lng thanh tra. Cc lc lng v trang bc u c kim tra hu nh mi n v sn phm, sau n gin ha v y nhanh qu trnh ny m khng nh hng n an ton, qun i bt u s dng cc k thut ly mu

 kim tra, h tr bng vic cng b tiu chun c im k thut qun s. l thi k, cc kha o to thng k ca Walter Shewhart c ng dng rng ri nhm kim sot k thut qun s. Tuy nhin, cc kha o to ch dn n mt s ci tin cht lng trong mt s t chc, hu ht cc cng ty khng c ng lc thc s tch hp cc k thut kim tra. Vi h, vn quan trng l hp ng vi chnh ph c thanh ton. V vy, u tin hng u ca h l t chc sn xut, thi hn giao np ch khng phi l cht lng. Hu ht cc chng trnh SQC chm dt khi hp ng chnh quyn chm dt. S ra i ca Qun l cht lng ton din Hoa K l mt s kin ng nh i vi ngi M sau khi nhn ra rng sau Chin tranh th gii ln th II, Nht Bn hoan nghnh v tch cc ng dng cc quan im ca cc nh t tng qun l Ha K nh Joseph M. Juran v W. Edwards Deming khi cc ng ph phn vic tp trung vo kim tra v thanh tra sn phm v khuyn co tp trung vo vic ci thin tt c cc quy trnh t chc thng qua nhng ngi s dng chng. Thay v da hon ton vo kim tra sn phm, cc nh sn xut Nht Bn tp trung vo vic ci thin tt c cc quy trnh t chc thng qua nhng ngi lao ng. Kt qu l, Nht Bn c th sn xut hng xut khu cht lng cao vi gi thp hn v ngi tiu dung trn th gii c hng li. Trong khi , cc nh sn xut Nht Bn bt u tng th phn ca mnh ti th trng M, gy ra hiu ng xu cho kinh t Hoa K: Cc nh sn xut bt u mt dn th phn, cc t chc vn chuyn bt u cng vic nc ngoi, v nn kinh t phi chu s d thng mi bt li. Ni chung, ngi M khng bit g v xu hng cht lng ca Nht Bn. H tip tc cnh tranh vi hng ha ca Nht Bn theo gi c.

V th, cc nh sn xut Hoa K p li cnh tranh Nht Bn vi cc chin lc nhm gim chi ph sn xut trong nc v nhp khu hn ch. iu ny, tt nhin, khng em li ci thin kh nng cnh tranh ca M v cht lng. Ch n nhng nm 1970, khi xut hin cuc khng khong kinh t th gii ri vo trm trng m thc cht ca n l s o ln trt t kinh t th gii. Ngi M mi nhn ra cuc khng hong cht lng ca mnh. Vi bn tin c bit ca mt phng vin truyn hnh NBC nm 1980 vi nhan "Nu Nht Bn c th... Ti sao chng ta (ngi M, HVL) li khng th", ngi M bt u lng nghe. V cc gim c iu hnh cng ty Hoa K l nhp cu v l ngi cung cp cho cc nh lnh o cng ty phong tro cht lng. Ngi M khng ch chp nhn s liu thng k m cn chp nhn cc phng php tip cn t chc nh mt h thng. Cui th k XIX, u th k XX, trn c s nn mng ca W.E. Deming, qun l cht lng c bc pht trin mi v c p dng rng ri khng ch trong sn xut cng nghip m cn c p dng trong cc lnh vc khc. Chng hn: Nm 2000, b tiu chun ISO 9000 c sa i nhn mnh vo s hi lng ca khch hng1. T nm 1995, Gii thng Cht lng quc gia Malcolm Baldrige c b sung thm tiu ch cho kt qu kinh doanh: ngi np n thnh cng2. Motorola pht trin phng php lun mi (Six Sigma) ci thin cc quy trnh kinh doanh ca mnh bng cch gim thiu khuyt tt.

1.http://www.iso.org/iso/iso_catalogue/management_standards/iso_9000_iso_14000/iso_9000_ essentials.htm 2. http://www.nist.gov/baldrige/community/index.cfm

Nm 1998, Motorola nhn c gii thng Baldrige cho phng php six sigma ca mnh3. Yoji Akao pht trin khuynh hng cht lng chc nng nh l mt quy trnh tp trung vo mun hay nhu cu khch hng v a chng vo vic thit k hoc ti thit k ca mt sn phm hay dch v4. Phin bn tiu chun ISO 9000 v qun l cht lng c pht trin cho ngnh cng nghip t (QS-9000), hng khng v tr (AS9000), vin thng (TL 9000 v ISO / TS 16949) v qun l mi trng (ISO 14000)5. Cht lng vt ra ngoi lnh vc sn xut v di chuyn vo cc lnh vc nh dch v, y t, gio dc v iu hnh chnh ph. Mc d, trong thc tin qun l Vit Nam hin nay, nhiu c quan, t chc p dng cc phin bn khc nhau v qun l cht lng. Tuy nhin, nn tng ca n, c th l Qun l cht lng ton din ca W. E. Deming cn qu t cng trnh nghin cu. Thit tng, hiu qu thc tin ca vic p dng cc phin bn qun l cht lng s cao hn khi chng ta hiu nn mng l lun ca n.
2. Tnh cp thit ca ti

Thc tin qun l Vit Nam nhng nm gn y n r phong tro ng dng cc phin bn qun l cht lng. Qun l cht lng khng nhng ch c ng dng trong qun l cc doanh nghip m gn y dang c ng dng trong vic qun l cc c s hnh chnh, s nghip. Vic

3. http://en.wikipedia.org/wiki/Six_Sigma 4. Quality function deployment (QFD): Intergrating Customer Requirements into Product Design,Yoji Akao Editor 5. http://en.wikipedia.org/wiki/ISO_9000

ng dng cc phin bn qun l cht lng to nn sc thi mi, to iu kin thun li cc t chc hi nhp vi khu vc v th gii. C th ni, lnh vc ny, thc tin i trc l lun. Vic ng dng cc phin bn qun l cht lng cc c s thc tin khng c ngha l cc nh qun l Vit Nam thng hiu qun l cht lng v ng dng n m ch yu l nh cc chuyn gia nc ngoi v sau s dng nhng phin bn trnh k nng. Trong bi cnh hin i, cc qu trnh x hi bin i nhanh chng v thch ng vi bi cnh , cc nh qun l cn hiu v nm c bn cht ca vn c th linh hot v sng to trong vn dng v thch nghi nhanh vi mi s bin i. S my mc, t duy v lm vic theo li mn ca thi quen thng dn n s lc iu vi cuc sng. Khoa hc qun l l mt trong nhng ngnh khoa hc xut hin mun Vit Nam. Vic hc hi l tt yu. Nhng nu ch hc v lm theo th mi mi chng ta cng ch l ngi i sau. V vy, hc th no c th i tt, n u l mt vn rt quan trng. Bi c nh vy, chng ta mi c th ni n s bt kp s pht trin ca khu vc v th gii. Mun nh vy, trc ht chng ta phi nm bt v thng hiu ni dung ca mi trng phi, rt ra c trit l ca vn v tm ra c nhng bi hc, ngha i vi thc tin Vit Nam, to ra s kt hp cc nguyn l khoa hc tin tin vi tinh thn ngi Vit to ra nhng sc thi ring bit v qua lm phong ph thm v sinh ng hn kho tng khoa hc nhn loi. cng l cch i ca ngi Nht Bn sau th chin ln th hai. Chng ta tng nghe v quen vi khu hiu ca ngi Nht Bn kt hp k thut phng Ty vi tinh thn Nht Bn. Khng ch trong lnh vc k thut m trong cc lnh vc qun l, ngi Nht Bn cng thnh

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cng trong vic kt hp tinh hoa qun l nhn loi vi tinh thn Nht Bn to ra cch thc qun l mang m du n Nht Bn - qun l kiu J. Mt trong nhng tinh hoa qun l nhn loi m ngi Nht Bn tip thu chnh l thuyt Qun l cht lng ton din theo phng php thng k ca Edwards Deming. Chng ta cng tng nghe n vic ku gi hc cch qun l ca Nht Bn. Hoa K vo nhng nm 70 ca th k XX cng tng xut hin phong tro hc v lm theo cch qun l ca Nht Bn. Nhng khng nhiu ngi bit rng, cch qun l ca Nht Bn sau th chin th hai in m dn n ca nh t tng W. Edwards Deming - Nh t tng ngi Hoa K m mi n nhng nm 80 ca th k XX ngi Hoa K mi bit n. l mt bi kch nhng h l bi hc su sc i vi hin tng trt di theo thi quen, ng yn vi thnh tch k v vn l tm l kh trnh ca con ngi. M t c phn tch nhng quan im c bn ca thuyt Qun l cht lng ton din theo phng php thng k ca W. Edwards Deming, rt ra trit l v tm ra ngha ca n i vi thc tin qun l Vit Nam l mt vic lm cn thit c v l lun v thc tin.
3. Mc tiu v nhim v nghin cu

Mc tiu ca ti l trn c s phn tch bi cnh ra i v pht trin ca thuyt Qun l cht lng ton din theo phng php thng k ca Edwards Deming, ti khi qut nhng t tng c bn v trit l ca thuyt ny cng nh ngha ca n i vi Vit Nam hin nay. t c mc tiu trn, ti tp trung gii quyt mt s nhim v sau: - Phn tch nhng ng gp ca thuyt Qun l theo khoa hc ca F.W. Taylor cho kinh t Hoa K v tc ng tiu cc ca ch nghia Taylor.

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- Phn tch nhng ng gp ca W. Edwards Deming cho qun l kiu J (qun l Nht Bn). - Khi qut nhng t tng c bn ca thuyt Qun l cht lng ton din theo phng php thng k ca W. Edwards Deming. - Rt ra trit l v ngha ca thuyt Qun l cht lng ton din theo phng php thng k ca W. Edwards Deming.
4. Phng php nghin cu

ti c tin hnh nghin cu ch yu da trn phng php phn tch - tng hp cc ngun t liu c kt hp vi phng php so snh thc hin nhim v v mc tiu nghin cu ca ti.
5. Kt cu

Ngoi phn m u, kt lun v danh mc ti liu tham kho, cng trnh c kt cu thnh 6 chng: Chng 1. T thuyt qun l theo khoa hc n ch ngha Taylor Chng 2. Edwards Deming v ngi Nht Bn kht vng pht trin v trng dng nhn ti Chng 3. Xu chui ht - Tt yu v t do trong qun l con ngi Chng 4. 14 im Gii phng con ngi v mc tiu cht lng di hn Chng 5. By cn bnh him ngho v mt s tr ngi trong qun l Chng 6. Nim tin ch ny sinh t thc tin v d liu

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Chng 1. T thuyt qun l theo khoa hc n ch ngha Taylor

Sau chin tranh th gii ln th nht, kinh t th gii ri vo khng hong (1919 - 1923). Khi phc v pht trin kinh t l mt nhim v trng tm ca cc quc gia. Nhng nhim v ny t trong bi cnh xung t trm trng gia gii ch v ngi lm thu. Tm hiu nguyn nhn, gii quyt xung t v to ra s hp tc gia ch v th l mt nhim v cp thit ca thc tin qun l lc ny. F.W. Taylor v thuyt qun l theo khoa hc ca ng gp phn quan trng gii quyt nhim v ny. 1.1. F.W. Taylor - nhng ng gp cho t tng v thc tin qun l Hoa K F.W. Taylor sinh ra trong gia nh qu tc - mt gia nh coi trng cc chun mc v yu cu cc thnh vin phi bit km nn cm xc c nhn ng x theo cc chun mc gia nh. Thi trai tr, ng c gng p sinh hot v cng vic ca mnh vo khun mu c tnh ton mt cch t m, chnh xc. ng tng thi khoa lut ca i hc Harvard nhng phi b hc v th lc km. Nm 1874, ng xin hc ngh ch to mu v lm vic ti x nghip Hydraulic Works. Ti y, ng tm kim cc phng php tng nng sut lao ng v ci thin iu kin sng ca ngi lao ng. Nm 1878, ng chuyn n cng tc ti cng ty thp Midvale. Do c nhng pht minh quan trng (mm cp, my nghin t ng, my tip dng c, my rn, my khoan v my tin) nn ng c ch nh lm trng kp, qun c v cui cng l k s trng. Trong thi gian ny, ng hc hm th ton l ti i hc Harvard. Nm 1883, ng bo v lun n tin s k thut ch to my ti vin K thut Steven. Hai nm sau, ng tr thnh thnh vin Hip hi k s c kh M v sau l ch tch hi. Nm 1898,

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ng chuyn sang cng ty thp Benthleham v thi vic vo nm 1901 c thi gian truyn b thuyt qun l theo khoa hc. F.W. Taylor c nhng thuyt trnh ti Hi k s c kh: Cc ghi chp v s chuyn ng bng dy (1893), Qun l phn xng (1903), H thng nh mc sn phm v ngh thut ct kim loi (1906). Nm 1911, ng ng bo cng trnh Cc nguyn tc qun l theo khoa hc v sau c xut bn v c dch ra 8 th ting chu u v ting Nht Bn. F.W. Taylor, nh ni, xut thn l mt ngi th v kinh tri qua cc v tr quan l cp thp nn ng tip cn qun l cp thp (iu hnh, t chc thc hin). ng ni: Mt nh my ti nhng c t chc tt th s c hiu qu hn mt nh my tt nhng c t chc ti. F.W. Taylor cho rng qun l l bit trc iu bn mun ngi khc lm v sau , hiu c rng h ang hon thnh cng vic mt cch tt nht v r nht. Mun bit trc iu ngi khc lm, ngi qun l cn lp k hoch, mun bit ngi khc hon thnh cng vic mt cch tt nht phi kim tra, kim sot. Nh vy, theo F.W. Taylor qun l c 2 chc nng c bn: Lp k hoch cng vic v kim tra, kim sot. F.W. Taylor tm hiu v phn tch quan h gia gii ch v ngi lm thu. Thi k ny, mu thun, xung t gia gii ch v ngi lm thu ngy cng tr nn trm trng. Xung t c ngun gc t chnh gii ch v nhng ngi lm thu. Ngi lm thu xut thn t nng dn vi tm l tu tin kh nng n, thc k lut lao ng thp. Hn na, do i sng thp km nn thng trn vic, p ph my mc - hnh ng m F.W. Taylor gi l hnh ng kiu lnh trng (soldering actions). Trong khi , gii ch vn quen vi np qun l theo kiu gia nh tr, dng nhiu bo lc d thc p ngi lao ng. Quan h th hn ny tt yu dn ti ngi lao ng th vi cng vic, nng xut lao ng st gim; li nhun ca ch th qun l gim v lm cho tin cng ca ngi lao ng gim st. 14

F.W. Taylor cho rng nhim v ca cc nh qun l l xo b quan h hn th n nh sn xut v qua nng cao i sng ngi lao ng v li nhun ca gii ch. ng ni, qun l theo khoa hc trc ht l cuc cch mng tinh thn v i nhm ci thin quan h qun l. Hp tc mt thit v thn thin gia nh qun l v ngi lao ng 6, c F.W. Taylor coi l mt trong 4 nguyn l c bn ca qun l.
Tho mn Dn ti Con ngi kinh t khng c tho mn Ci thin ng dng Quan h qun l th hn

Chuyn mn ho lao ng

nh mc v tiu chun lao ng

Ti u ho thao tc v o to

Ti u ho cng c

Nng cao nng sut, tng lng cho ngi lao ng, tng li nhun ca gii ch

M hnh ho thuyt qun l theo khoa hc ca F.W. Taylor

ci to quan h qun l, trc ht phi tm hiu r nguyn nhn ca mi quan h th hn ny. S d ngi lao ng th vi cng vic, c hnh ng kiu lnh trng l do h b buc phi lm vic qu gi, lng thp. Suy cho cng, cc cuc bi cng biu tnh ca h ch nhm i tng lng, gim gi lm. Mt khc, gii ch v li nhun ca nnh m
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Intimate and friendly cooperation between the management and the men (see: http://skymark.com/resources/leaders/taylor.asp).

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lun a ra nh mc lao ng qu cao, buc ngi lao ng phi lm vic qu gi. T nhng phn tch , F.W. Taylor cho rng bn cht con ngi l con ngi kinh t, con ngi lun lun hnh ng v li ch kinh t ca h. V vy, mun ci to quan h qun l , cn c s hp tc ca c hai bn. H thng qun l ca F.W. Taylor to ra cuc cch mng trong thc tin qun l ng thi. Phng php qun l khoa hc thay th phng php qun l theo kiu qu m vn tn ti ph bin trong cc nh my vo cui th k XIX7. F.W. Taylor a ra bn t tng c bn: Khai trin khoa hc; tuyn chn cng nhn mt cch khoa hc; o to khoa hc v trin khai cho ngi lao ng; hp tc mt thit v thn thin gia ngi qun l v ngi lao ng. Vi iu kin gio dc gia nh cng thi quen trong cng vic v vui chi, F.W.Taylor xut gii php t chc lao ng mt cch khoa hc hay ng dng cc nguyn l hp l khoa hc vo t chc cng vic. Nh vic ng dng nguyn l ny, chng ta c th gim thiu nhng chi ph khng cn thit do tp trung vo nhng hot ng ti u. Do nng xut lao ng tng, ngi ta hon ton c th tho mn nhu cu kinh t ca c hai bn. Xut pht t yu cu ca thc tin qun l v kinh nghim thc tin, F.W. Taylor xut mt s gii php v mt qun l sau: - Phi chuyn mn ho lao ng. l qu trnh chia cng vic ra tng b phn, v tr khc nhau v giao mi b phn, mi v tr cho mt c nhn ph trch. Phn chia cng vic ra thnh nhng nhim v nh v phn

Ting Anh: Vincenzo Sandrone: Under Taylors management system, factories are managed through scientific methods ra the than by rule - of - thumb so widely prevalent in the days of the late nineteenth century when F.W. Taylor devised Scientific Management in 1911 (see: http://www.skymark.com/resources/leaders/taylor.asp).
7

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cng cho nhng con ngi c th l t tng then cht cht ca qun l theo khoa hc8. Chuyn mn ho khng phi l t tng mi ca F.W. Taylor. Trc , chuyn mn ho c Pie i ng dng vo trong vic t chc qun i Ph v Adam Smith ng dng trong phn xng dp kim9. - Trn c s phn cng lao ng, F.W. Taylor a ra nhng tiu chun, nh mc r rng, c th cho tng cng vic ca mi c nhn. Cng vic c chia nh thnh nhng cng on c th, mang tnh c lp gip chng ta d dng xc nh v a ra nhng nh mc cng nh tiu chun c th cho tng cng on. V, cng l mt trong nhng iu kin khch quan, thun li trnh c vic a ra nh mc v tiu chun cng vic tu tin, cm tnh. Vic a ra nh mc v tiu chun c th va gip ngi lao ng bit trc ch cn t c trong qu trnh lao ng va gip ngi qun l nh gi c hiu qu lm vic ca ngi lao ng. Trn c s c thng tin phn hi ngi lao ng c gng v lm cn c tr cng lao ng cng nh thng, pht i vi ngi lao ng. - Cng vic c chia nh thnh tng cng on gip ngi qun l ti thiu ho thao tc trong lao ng ca mi c nhn. Trn c s , cc

Perhaps the key idea of Scientific Management .... is the cocept that breaking task into smaller and smaller tasks (see: http://www.skymark.com/resources/leaders/taylor.asp). 9 Pie i c giao nhim v t chc i qun m nhng ngi lnh u xut thn t nhng thnh phn bt ho, nhng ngi t ti vn c thc bt tun th k lut. Pie i chuyn mn ho lnh b binh. Vic chuyn mn ho ny khin vic b sung qun i nhanh chng do nhng ri ro bt thng trong chin tranh nh vic o to v thay th nhanh. Adam Smith thc hin th nghim chia phn xng dp kim ca ng thnh hai b phn. Mt b phn khng c chuyn mn ho. Nhng ngi th sn xut kim khu t khu u n khu cui khi kim khu hon chnh. B phn th hai c chuyn mn ho: mt nhm cng nhn dui thng si thp, mt nhm ct si thp, mt nhm c l kim v mt nhm mi mi kim. Kt qu, nng xut lao ng ca b phn th hai cao gp 20 ln so vi nng xut lao ng ca b phn th nht. Chuyn mn ho lao ng cng l mt trong nhng li gii ti u ca bi ton phn cng lao ng trong iu kin nng lc, sc kho ca ngi lao ng lun lun l hu hn.

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nh qun l d dng nghin cu thao tc ca ngi lao ng v khoa hc ho cc thao tc ny. F.W. Taylor b nhiu thi gian nghin cu qu trnh lm vic ca ngi lao ng vi mc ch ti u ho cc thao tc thng qua vic gt b nhng ng tc tha, ng tc qu sc v trn c s c tnh ca dy chuyn k thut, n nh thi gian hp l cho tng thao tc. - F.W. Taylor cng yu cu cc nh qun l phi nghin cu a ra cng c lao ng ti u. Tnh ti u ca cng c c xc nh bi i tng lao ng ca tng cng vic. Nm 1881, F.W. Taylor nghin cu v thit k cc loi xng ph hp xc cc cht liu khc nhau v iu cho php ngi cng nhn c th lao ng sut c ngy. iu ny cng gip xng thp Benthlehem gim 360 cng nhn xc than m cng vic vn m bo k hoch10. Trn thc t, F.W. Taylor l ngi c nhiu ci tin, sng kin v cng c, phng tin v my mc tr gip lao ng: mm cp, my nghin t ng, my tip dng c, my rn, my khoan v my tin, v.v.. F.W. Taylor tin hnh quan st qu trnh lao ng ca Schmidt - mt cng nhn khun vc. Sau khi ti u ho cc thao tc v hng dn Schmidt thc hin theo thao tc ti u, nng sut lao ng ca Schmidt tng t 12,5 tn/ngy ln 47,5tn/ngy. V, tin lng tng t 1,15 USD/ngy ln 1,85 USD/ngy. Bn cnh vic trin khai phng php lm vic khoa hc, thit lp mc tiu nng xut lao ng v h thng phn thng t mc tiu,

Ting Anh: By 1881 Taylor had published a paper that turned the cutting of metal into a science. Later, he turned his attention to shoveling coal. By experimenting with different designs of shovel for use with different material, (from rice coal to ore,) he was able to design shovels that would permit the woker to shovel for the whole day. in doing so, he reduced the number of people shoveling at the Benthlehem Steel Works from 500 to 140 (See: http://www.accel-team.com/scientific/scientific_02.html).
10

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F.W. Taylor yu cu cc nh qun l phi thng xuyn coi trng vic trau di, hun luyn phng php lm vic11 cho ngi lao ng. Nh vy, xut pht t nhu cu ca thc tin qun l l ci to quan h qun l y th hn v vic khm ph bn cht con ngi kinh t, bng cc nguyn l hp l khoa hc trn nn tng k thut hin c, F.W. Taylor xut cch thc t chc v nh mc lao ng khoa hc. Nhng nguyn l gip nng cao nng xut lao ng v gp phn quan trng vo vic ci thin quan h qun l ng thi. Vi nhng ng gp ca mnh, F.W. Taylor c nh gi l cha ca thuyt qun l theo khoa hc v l ngi m ra k nguyn vng trong qun l ca Hoa K. Tuy nhin, nhng ng gp v thnh cng ca F.W. Taylor phi c t trong bi cnh ca cuc khng hong kinh t (1919 - 1923) - khi cung khng p ng cu. Trong bi cnh , s lng tr thnh mc tiu u tin v nhiu, nhanh, tt, r tr thnh trit l hnh ng v mang li thnh cng cho cc nh cung cp hng ho v dch v. S thnh cng ca thuyt qun l theo khoa hc to ra phong tro hc tp v ng dng phng php Taylor v to ra ch ngha Taylor (Taylorism). 1.2. Ch ngha Taylor - hn ch ca u im ko di Trong lch s t tng qun l, cng v sau thi k Taylor, xut hin nhiu nh t tng nhn nhn thy hn ch ca thuyt qun l theo khoa hc. Ngay t u, ngi ta quan nim t chc khng c mc ch t thn ca n. T chc ch l mt phng tin, cng c t c mc tiu chung, mc tiu c nhn. T chc hay cn gi l b my qun l mang
11

Train the personel in how to use the methods and thereby meet the goals (see: http://www.skymark.com/resources/leaders/taylor.asp).

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trong mnh n tnh cng c, tnh my mc. Cc nh t tng bn v qun l thng theo hng thit k ra mt b my quan liu c biu hin di dng thp vi tuyn quyn lc i t trn xung v nhng ngi cng nc thang thp cng phi chp hnh, tun th mnh lnh mt cch v iu kin: cch t chc ca ch (La M), cch t chc ca qun i, cnh st, gio hi. T tng chuyn mn ho xut hin t kh sm. Feredric i (1740-1786) khi c giao nhim v t chc qun i Ph (m ch yu l nhng phm nhn), ng ngh n v thc hin iu hnh qun i theo mt c ch hu hiu thng qua cc chi tit c tiu chun ho v chuyn mn ho nhm c th o to v thay th nhanh cc v tr trong iu kin thi chin. Adam Smith, nh kinh t hc ngi Xctlen th nghim t tng chuyn mn ho trong xng dp kim v tng kt trong tc phm Tm hiu v bn cht v nguyn nhn s giu c cc quc gia (1776). Vo 1801, Eliwithney cng m t v ng dng t tng chuyn mn ho vo trong dy chuyn lp rp sng. Tt c nhng t tng v th nghim trn c F.W. Taylor, H. Fayol tip thu xy dng hc thuyt qun l ca mnh. Cch thit k v qun l ca thuyt qun l theo khoa hc thng nht theo mt tuyn iu khin t cp trn dung cp di. B my ny ch hot ng c hiu qu vi cc iu kin sau: + Cc nhim v c nhn cn phi thc hin l n gin. + Mi trng phi n nh khng c nhng bin i, xo trn. + Khi t chc mun theo ui lu di mt sn phm. + Khi s chnh xc l mt tiu chun quan trng. + Khi con ngi lun lun tun th. 20

Ngy nay, thuyt qun l theo khoa hc ch c p dng cho nhng lnh vc hot ng, dch v m chnh xc, an ton v trch nhim c ln hng u (hng Mc.Donald, cc dy chuyn lp rp). Nhng t tng qun l c in s dn n mt lot cc h qu c bn sau: + To ra mt loi hnh t chc kh thch nghi vi hon cnh, mi trng. + Gy ra tnh trng cng nhc trong qu trnh iu hnh cng vic. + Gy ra nhng hu qu bt ng nu ngi ta t li ch ring ln trn li ch chung. + C th dn ti tnh trng phn nhn tnh nht l i vi nhng ngi cui bc thang ngi th. S phn bit ng cp rch ri gia cc ngi th trn di, gia cc chc nng, vai tr ca mi c nhn c th gy ra 3 tr ngi ln: + Khng ai quan tm x l cc tnh hung mi xut hin khi tnh hung khng nm trong hoc cha c giao trong chc nng ca h. + ng l ngi ta phi tm hiu nguyn nhn gii quyt vn th cc t tng ny buc ngi ta phi cn c vo nguyn tc v th tc c sn ca t chc gii quyt vn . + Khi cn x l cc tnh hung t xut thng qua cc cuc hp th c th ngi ta li chm tr v khng mun thay i k hoch c. Nu mi c nhn c mt nhim v, c mt trch nhim c thit k sn s to ra thi quen hnh ng khng c suy ngh, khng c sng to v cc c nhn u mang trong mnh mt tm l "Ti y lm ci m ngi ta bo ti lm". Cc nguyn tc, cc th tc c th lm cho mt c nhn c mc sai lm nhng li c th hon ton bin h cho sai lm ca h bng cch cho 21

rng h lm ng theo mnh lnh, lm theo ng nguyn tc, th tc v cc thao tc ch dn. S phn chia ngi th trong t chc b my theo hc thuyt qun l khoa hc vi hy vng rng s to ra s hp tc, s thng nht trong hot ng. Nhng trn thc t li c th to ra s cnh tranh, u tranh vi nhau vn ln th bc cao hn. ng ra phi thit k b my, c cu t chc ph hp vi con ngi th hc thuyt qun l theo khoa hc li bt con ngi phi ph hp vi b my, vi c cu t chc. Do , thuyt qun l theo khoa hc c th gy ra 2 hu qu: C nhn khng c pht trin v t chc khng c c s ng gp v mt tr tu sng to ca c nhn. Mc d vi nhng hn ch c hu trn, nhng thuyt qun l theo khoa hc ca F. W. Taylor vn c gi tr khoa hc trong qun l hin nay. N c ng dng nhiu trong lnh vc lp rp sn phm hoc nhng qu trnh sn xut ra nhng sn phm ng lot v c tiu chun xc nh. 1.3. Kinh t Hoa K sau chin tranh th gii ln th hai Nhng nguyn l qun l mt cch khoa hc ca F. W. Taylor nhm hng n Nhiu, nhanh, tt, r gip kinh t Hoa K c nhng bc pht trin vt bc, nht l trong bi cnh cuc chin tranh th gii ln th II. C th khng nh cuc chin tranh th gii th II nh du bc nhy vt ca kinh t Hoa K. Trong khi cc nc ng minh chu u b tn ph v chin tranh th Hoa K kim c 114 t la li nhun nh bun bn v kh. Tnh n 31 12 1945, cc nc ng minh chu u phi n Hoa K v v kh ti 41,751 t la (Anh n 24 t, Lin X 11,141 t, Php 1,6 t). Do chin tranh khng lan ti t nc mnh, Hoa K c iu kin ho bnh v an ton ra sc pht trin kinh t: sn lng cng nghip trung bnh hng

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nm tng 24% (trc Chin tranh th gii ln th II, tc tng trung bnh hng nm ch 4%), sn xut nng nghip tng 27% so vi thi k 1935 1939. Sau chin tranh th gii th hai, Hoa K tr thnh nc giu mnh nht, nm u th hn hn v kinh t, ti chnh trn ton th gii. Trong nhng nm 1945 1949, sn lng cng nghip Hoa K lun lun chim hn mt na sn lng cng nghip ton th gii (56,4% nm 1948); sn lng nng nghip bng 2 ln sn lng ca Anh, Php, Cng ho lin bang c, Italia, Nht Bn cng li (nm 1949); nm trong tay gn 3/4 d tr vng ca ton th gii (khong 25 t la, nm 1949); trn 50% tu b i li trn cc mt bin. Trong khong hai thp nin u sau chin tranh, Hoa K l trung tm kinh t, ti chnh s 1 ca th gii. S d c bc pht trin nhanh chng v kinh t nh th l do: Th nht, Hoa k da vo nhng thnh tu cch mng khoa hc k thut, iu chnh hp l c cu sn xut, ci tin k thut v nng cao nng sut lao ng, gim gi thnh sn phm; Th hai, Hoa k thc hin qu trnh tp trung sn xut v tp trung t bn rt cao (cc cng ty c quyn l nhng cng ty khng l, tp trung hng chc vn cng nhn, c doanh thu hng chc t la, vn ra khng ch, lng on cc ngnh sn xut trn phm vi ton th gii); Th ba, Hoa K trit thc hin chin lc qun s ho nn kinh t bun bn v kh (thu c trn 50% tng li nhun hng nm). Ngoi ra, cc iu kin ti nguyn phong ph, nhn cng di do, t nc khng b chin tranh tn ph, v.v.. cng l nhng nguyn nhn lm kinh t Hoa K pht trin nhanh chng, thun li hn cc nc khc. Tuy nhin, kinh t Hoa K cng bc l nhiu hn ch v nhc im. Tuy dn u th gii v sn xut cng nng nghip v ti chnh, nhng v tr kinh t ca Hoa K ngy cng gim st trn ton th gii: sn

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xut cng nng nghip, d tr vng khng cn chim u th tuyt i nh nhng nm u sau chin tranh. Cc nc Ty u, Nht Bn vn ln tr thnh i th cnh tranh nguy him vi Hoa K v mi mt. Th gii ang dn hnh thnh thnh ba trung tm kinh t, ti chnh l Hoa K, Ty u v Nht Bn. Vo nhng nm 70 ca th k XX, c bit l sau cuc khng hong du m nm 1973, kinh t th gii ri vo cuc khng hong trm trng. Thc cht ca cuc khng hong ny l s o ln trt t kinh t th gii: Hoa K l cng quc chim v tr s mt v kinh t ang dn mt i v tr ca n. Trong khi , cc nc Ty u v c bit Nht Bn ang dn vn ln v c nhng lnh vc, Nht Bn chim v tr s mt th gii. Gn 20 nm (nm 1955 n nm1973) l thi k nn kinh t Nht Bn c tc tng trng rt cao. GDP thc t theo gi so snh hng nm (nm gc l 1965) ca Nht Bn trong thi k ny hu ht u c tc tng ln ti hai ch s. Nh , kinh t Nht Bn ui kp cc nn kinh t tin tin ca th gii. Nm 1950, GNP ca Nht Bn cn nh hn ca bt c nc phng Ty no v ch bng vi phn trm so vi ca Hoa K. Nm 1960, GNP Nht Bn vt qua Canada, gia thp nin 1960 vt qua Anh v Php, nm 1968 vt Ty c. Nm 1973, GNP ca Nht Bn ch cn bng mt phn ba ca Hoa K v ln th hai trn th gii12. Nhng nhn t to nn s tng trng nhanh chng ca Nht Bn trong thi k ny gm: cch mng cng ngh, lao ng gi r li c k nng, khai thc c lao ng d tha khu vc nng nghip, T l tch ly cao, u t t nhn cao, ng Yn Nht n nh (khong 360JPY/USD) to li th cho xut khu, nhu cu tiu dng tng mnh, nhu cu ln t Hoa K i vi hng qun dng do chin tranh Vit Nam to ra.
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http://vi.wikipedia.org/wiki/L%E1%BB%8Bch_s%E1%BB%AD_kinh_t%E1%BA%BF _Nh%E1%BA% ADt_B%E1%BA%A3n#Th.E1.BB.9Di_k.E1.BB.B3_1870-1890, Truy cp 10 h 20 ngy 7/6/2010.

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L nc ph thuc gn nh hon ton vo du la nhp khu v nhu cu nc ngoi, nn cuc khng hong 1973-1975 lm kinh t Nht Bn ri vo tnh trng gim pht mnh. Nhng ngnh cng nghip s dng nhiu nng lng nh ng tu, luyn thp, ha du, dt, gia cng kim loi b khng hong nng n. Tuy nhin, cuc khng hong du m (19731975) khin Nht Bn phi tch cc trin khai chng trnh tit kim nng lng, ng thi chuyn dch c cu kinh t theo hng tng t trng ca khu vc dch v; gim t trng ca cc ngnh dng nhiu nng lng, tng t trng ca cc ngnh c hm lng tri thc cao trong khu vc (nh sn xut my tnh, my bay, ngi my cng nghip, v.v.. Trong khi , cuc khng hong du m ng thi tc ng xu n th trng ti chnh, chng khon ton cu, vn chu nhiu p lc sau s sp ca Ch Bretton Woods13. Th trng chng khon Hoa K bc hi 97 t la (s tin khng l vo thi im ) ch sau mt thng ri. Suy thoi v lm pht din ra trn lan gy nh hng ti kinh t M. Trong khi , khng hong du m to ra thay i ln trong chnh sch ca phng Ty v Nht Bn. H ch trng n vic tm kim v bo tn nng lng t nhin, hn ch xut khu th; ch trng th trng trong nc v tm kim th trng quc t. l nhng nguyn nhn c bn ti ra cuc khng khong kinh t th gii nhng nm 1970s m thc cht ca n l s o ln trt t kinh t th gii. Nht Bn l nc tht bi trong chin tranh v cng l nc b chin tranh tn ph nng n. Nhng ch trong vng vi chc nm, vi tinh thn

Nm 1944, Hi ngh Bretton Woods din ra New Hamshire (Hoa K), thng nht mc t gi c nh cho cc ng tin chnh v cho php ngn hng trung ng c can thip vo th trng tin t. Ch Bretton Woods quy nh mt ounce vng c gi 35 l M. Ch Bretton Woods ko di t nm 1944 n nm 1971.
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gi tr Nht Bn kt hp vi k thut phng Ty, ngi Nht bt tay vo cng cuc ti thit t nc v dn to ra nhng hng ha c sc cnh tranh cao. S thn k Nht Bn khng nhng ch tr thnh mt trong nhng cu ni ca ming ca cc nh qun l, cc nh kinh t m cn l mt vn au u trong thc tin kim tm con ng pht trin ca cc quc gia. S thn k ca Nht Bn cng to ra mt phong tro tm hiu v hc tp cch qun l ca Nht Bn, trong c cc nh qun l ca Hoa K. Trong bi cnh , ngi Nht Bn tip xc vi Edwards Deming - mt chuyn gia trong lnh vc qun l cht lng. Nhng t tng qun l ca Edwards Deming cng ng gp mt phn khng nh nng cao cht lng v to li th cnh tranh ca hng ha Nht Bn. Mt nghch l ng ch l Hoa K l quc gia thu ht nhiu nh khoa hc gii th gii n v lm vic nhng li mt Edwards Deming trong bi cnh li th xut khu v chin lc Nhiu, nhanh, tt, r h qu ca ch ngha Taylor khng cn.

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Chng 2. Edwards Deming v ngi Nht Bn kht vng pht trin v trng dng nhn ti

2.1. S lc v thn th, s nghip W. Edwards Deming sinh ngy 14 thng 10 nm 1900 ti Thnh ph Sioux, Iowa v sau cng gia nh chuyn n thnh ph Powell, Wyoming. Nm 1917 - 1921, hc ti i hc Wyoming. Sau khi tt nghip, ng b ra 01 nm nghin cu thm Ton hc, v 01 nm nghin cu thm Vt l hc v tham gia ging dy ti Trng M Colorado (Colorado School of Mines). Sau , ng ly thm bng thc s v Ton v Vt l i hc Colorado.

"We have learned to live in a world of mistakes and defective products as if they were

necessary to life. It is time to adopt a new philosophy in America."14

Dr. W. Edwards Deming

1900 - 1993

Tm dch: Chng ta hc cch sng trong mt th gii ca sai lch v sn phm khim khuyt c nh chng l mt phn tt yu ca cuc sng. n lc chng ta, ngi M, phi chp nhn mt trit l mi.
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Nm 1924, vi li khuyn ca mt v gio s, ng tip tc hc v ly bng tin Vt l i hc Yale. Ngay t khi hc i hc, W. Edwards Deming phi i lm thm kim tin. Vo na h, ng lm vic ti trm pht nh my Hawthrone ca Western Electronic Chicago - ni c nhng nghin cu ca i hc Harvard vi nhng th nghim ca Elton Mayo v mi quan h gia nng sut v iu kin lao ng. Mt s tng v qun l ca ng xut hin t nhng kinh nghim Hawthrone - ni cng nhn c tr lng theo sn phm v cha c ri khi ni lm vic khi cha c kim tra. ng ni khon sn phm l s h thp danh gi ca con ngi. Nm 1927, tin s W. E. Deming t chi nhng li mi lm vic cho cng nghip t nhn, k c Bell Laboratories lm vic S Nng nghip Hoa K v ti y, ng c gii thiu gp Walter A. Shewhart - mt pht thanh vin nhng c kin thc rng v l chuyn gia trong lnh vc kim tra bng thng k. Walter A. Shewhart xc nh gii hn ca nhng thay i ngu nhin trong bt k hot ng no ca cng nhn, xc lp nhng ngng cao v ngng thp c th chp nhn c. Trn c s cc ngng ny, cc nh qun l s bit khi no th can thip v khi no th cng nhn c quyn t iu khin cng vic ca h. Sau ny, W.E. Deming nhiu ln n New York cng Walter A. Shewhart nghin cu l thuyt v kim tra cht lng v l thuyt ny tr thnh nn tng cho cng vic ca W. E. Deming. Tin s W. E. Deming cng c mi lm chuyn gia cho Vn phng iu tra dn s. Ti y, ng cng vi gio s ni ting ngi Anh Ronald Fisher nghin cu l thuyt thng k v t chc nhiu bui hi tho.

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Nm 1940, nhn cuc iu tra dn s, W. E. Deming ph phn phiu kim v cch ly mu ca cc cuc iu tra dn s trc kia. ng cho rng l phiu kim y nhng gh tm (v mt qu nhiu thi gian) v cch ly mu trn khng trung. B trng thng mi, Harry Hopkins quyt nh giao cho W. E. Deming ph trch chng trnh ly mu mi. W.E. Deming vn dng nhng iu hc hi c t Shewhart v vn dng trong ly mu ca cuc iu tra dn s nm 1940. V qua , ng chng minh kim tra bng thng k c th c p dng trong cc nghip v vn phng v lnh vc cng nghip. Thng 7 nm 1941, W.E. Deming ging dy kha hc u tin 10 ngy v cc phng php kim tra cht lng bng phng php thng k (SQC Statistical Quality Control) cng vi s tr gip ca Ralph Wareham - ngi nghin cu l thuyt thng k ti i hc Iowa v Charles Mumery. Thng 2 nm 1946, W.E. Deming tr thnh thnh vin c bit ca t chc American Society for Quanlity Control (Hi kim tra cht lng Hoa K) v c tng gii Shewhart Medal. Nm 1946. W.E. Deming ri Vn phng iu tra dn s v thit lp cng ty t vn thng k. ng thi ng tham gia ging dy ti khoa Thng k ca i hc New York. ng cng l gio s thnh ging ca Trng Qun tr kinh doanh Graduate School. Sau chin tranh th gii ln th II, nhiu ni trn th gii yu cu s tr gip ca W.E. Deming. Nm 1946, ng n Hy Lp 2 ln quan st bu c. Nm 1947 ng n n v sau n Nht Bn theo gii thiu ca Supreme Command for the Applied Powers (SCAP). Nht Bn ngh W.E. Deming tham gia cuc tng iu tra dn s nm 1951. Ti NHt Bn,

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ng pht trin cc phng php ly mu cho cc cuc iu tra v nh t, dinh dng, vic lm, nng nghip v ng nghip. Tuy nhin, nh hng ca thuyt qun l theo khoa hc ca F.W. Taylor. Vi yu cu iu khin lao ng ca cng nhn bng nhng quy tc v tiu chun cng vi qu trnh ti thiu ha s phc tp, cc cng ty Hoa K sn xut ra s lng sn phm ln. Kim tra ch l kim tra cng on cui cng ca qu trnh sn xut v nu sn phm c khuyt tt v phi ti ch th cng li tc b p cho iu . Mc d, qun l theo h thng Taylor nng n, cng rn v chm iu chnh so vi din bin ca th trng song nng sut m n t c trong bi cnh chin tranh lm lu m cc phng php kim tra bng cht lng. Nhng k thut ca W.E. Deming c xem l khng cn thit v ph thi gian. Vo nm 1949, W.E. Deming phi tht ln khng cn g na, thm ch khng cn cht hng khi cho nhng t tng ca mnh Hoa K. 2.2. W. Edwards Deming v qun l Nht Bn nhng nm 50 70 Sau chin tranh th gii ln th II, cc thnh ph chnh ca Nht Bn b tn ph nng n, c s cng nghip b ph hy, sn xut nng nghip st km. W. E. Deming t ra thng cm vi nhng ngho kh ca ngi dn. ng tip xc nhiu vi cc gia nh ngi Nht Bn v t nguyn lm quen vi Vn ha Nht Bn. Lin hip cc nh khoa hc v k s Nht bn (JUSE) c thnh lp ti thit t nc. T chc ny thng t hp v tho lun nhng vn ln nhm pht trin nn cng nghip Nht Bn. Cc thnh vin ca JUSE tip cn cc l thuyt ca Shewhart v qua bit n W.E. Deming. Thng 3 nm 1950, Kenichi Koyanagi, ch tch JUSE mi W.E. Deming n din thuyt cho cc k s, gim c nh my v phng php kim tra cht lng. Ngy 19 thng 6, W.E. Deming din thuyt trc

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500 ngi. Tuy vy, ng vn c cm gic ang din thuyt cho khng ng i tng v kt cc, phng php ca ng li b lng qun nh Hoa K. V vy, ngy 13 thng 7 nm 1950 ng nh Ichiro Ishikawa ch tch JUSE dn xp cuc gp Kei-dan-ren hip hi cc nh iu hnh hng u ca Nht Bn. Ti bui gp ny, W.E. Deming ni hng ha Nht bn km cht lng, ngi Nht Bn cha c tiu chun v phng php nh gi cht lng, hng ha ca Nht Bn s chim c th trng th gii nu coi ngi thiu th l b phn quan trng nht ca dy chuyn sn xut. Thng 8 nm 1950, W.E. Deming c phng Thng mi Tokyo mi n ch dn cho hn 50 nh sn xut. T , W.E. Deming lin tc c mi t chc cc hi tho hoc din thuyt ti Nht Bn v ngi Nht nhit tnh hc tp v ng dng phng php ca ng: Ngi Nht v ly cc hc thuyt ca Deming, tp trung mi sc lc bin k th qun s ng s (Hoa K - HVL) thnh mt i th kinh t. Cc biu v hng dn (ca W.E. Deming HVL) n r ln trong cc nh my, x nghip, mang li cho h (ngi Nht HVL) b mt vui v15. by t s ngng m vi W.E. Deming, nm 1951, ngi Nht thnh lp gii Deming (Deming Prize) tng thng cho nhng c nhn v cng ty xut sc thc hin tt l thuyt thng k.

Gii

thng Deming do JUSE sng lp

15

Qun l c hiu qu theo phng php Deming, Nxb Thng k, Tp. HCM, 1996, tr 28.

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c bit, cc cng ty Nht bn theo ui gii Deming Prize cng ging nh vn ng vin v hun luyn vin c gng luyn tp t huy chng vng trong cc k Olympic. Gii Deming c lp nm 1950, do Lin hip cc Nh Khoa Hc v K s Nht (JUSE - Japanese Union of Scientists and Engineers). Bt u bng vic h in li nhng ti liu pht biu ca W.E. Deming dnh cho n lc theo ui cht lng ca cc cng ty Nht Bn. Gii Deming c trao hng nm vi rt nhiu gii thng: Gii Deming dnh cho cc c nhn, v gii thng ng dng Deming. Nm 1950, gii c trao cho cc cng ty p dng cc cng c thng k SQC (Statistical Quality Control). Sau , cc cng ty Nht Bn bt u chuyn bin v vic ng dng SQC vt ra khi nhng ng dng nh hp. Vo cui thp nin 1970, cht lng pht trin vo trong mt phng php n nh vi bn im ca W.E. Deming, m ngi Nht Bn gi l kim tra Cht lng Ton Din (Total Quality Control TQC). Thm ch, nhiu ngi Nht Bn mun gi TQC bng ci tn Kim tra cht lng ton cng ty (Company-Wide Quality Control CWQC) nhn mnh tnh h thng ca vn . Trong quyn Kim Tra Cht Lng Ton Din l gi? Phng thc ca ngi Nht (What is Totak Quality Control? The Japanese Way) do David J. Lu dch, nh t vn ni ting ngi Nht, Kaoru Ishikawa vit: Cht lng c ngha l cht lng trong cng vic, cht lng trong dch v, cht lng thng tin, cht lng ca qu trnh, cht lng ca b phn, cht lng con ngi, k c cng nhn, k s, gim c v vin chc iu hnh, cht lng ca cng ty, cht lng ca cc mc tiu. V vy, theo Ishikawa, TQC l mt cuc cch mng t tng v qun l.

32

Cc cng ty tin phong v cc phng php cht lng cng s dng cc cng c phn tch ca Genichi Taguchi, mt ngi cng thi vi W.E. Deming, nghin cu cc php thng k c in Anh Quc trc th chin II. ng thy rng chng rt l thuyt v kh ng dng trong sn xut. ng pht trin mt phng thc thc tin hn s dng trong giai on k thut thit k gii quyt nhng vn lu di, nhng vn ny gy tn km v kh loi tr. Nu vic thay i nhit khng kh, chng hn, lm hng tm phim trong dy truyn sn xut, th ngi ta c th d dng thit k mt tm phim khng b nh hng thay v c i khng ch nhit . Ngi ta c th ni rng phng php Taguchi tp trung khng nhng vo nguyn nhn m cn vo kt qu na. Taguchi bn ln c trao gii Deming Prize dnh cho c nhn. Cc cng ty Nht phi mt t ba n nm nm n c giai on TQC c t cch c xt tham gia Gii Deming. c th np h s ng c, cng ty s c t nht mt cuc chn on tm vn v cht lng u tin, vi s t vn ca cc nh t vn JUSE. Cuc chn on ny s ch ra nhng lnh vc m cng ty cn phi ci tin nu mun tng nng lc. Vic nng cao nng lc l mt vinh d v cng vy, tht bi trong vic nng cao nng lc l ni nhc nh to ln hn. Thi hn cht np n l 31 thng 5 hng nm. Nhng cng ty ot gii c cng b vo cui thng 10, v gii thng trao vo thng sau. y ban chm gii, do JUSE gim st, gm cc gio s i hc v cc chuyn vin ca nhng nghnh khc nhau. c chia thnh hai nhm kho st, cc trng ti c th mt nm hay su ngy cng ty xem xt nhng tng trnh nu trong n. Cc trng ti u c trang b kin thc v: Chnh sch v hoch nh: Chnh sch ca cng ty v cht lng v Kim Tra Cht Lng Bng Thng K l g? Chnh sch v mc tiu 33

c thit lp v truyn b ra sao, v kt qu c nh gi nh th no? Mi quan h gia cc k hoch di hn v ngn hn l g? Qun tr: Chui trch nhim l g? Quyn lc c giao ph nh th no? Cc phn khu lin h vi nhau ra sao? Vai tr ca nhng ngi tham gia l gi? Nhn vin c s dng ra sao? Cc hot ng ca bn trn kim tra cht lng hiu qu ra sao? o to: Cc hot ng o to ca cng ty gm nhng g, k c nhng hot ng trong lnh vc kim tra cht lng v cc phng php thng k? Chng ph bin ra sao v thit lp c g? hun luyn g cho cc bn trn kim tra cht lng v cho nhng nh thu ph? H thng pht huy sng kin no ang c ng dng? Thng tin: Cc ngun thng tin l nhng g? c truyn t ra sao, v tc no? p dng kiu phn tch thng k g? Phn tch: Cht lng phn tch lin quan n cc vn vng mc, cc phng php c s dng v kt qu? Tiu chun ha: Cc tiu chun c thit lp, xem xt v p dng ra sao? Cc phng php thng k c s dng nh th no? hnh thnh c g? Kim tra: H thng kim tra cht lng, chi ph v s lng l g? Cc phng php thng k c s dng n u? Cc nhm bn trn kim tra cht lng ng gp c g? Cc hot ng v h thng kim tra tt n u? Bo m cht lng: Cc tin trnh pht trin cht lng mi gm c g? Cc th tc cho vic an ton v ngn nga sn phm km cht lng? Cho vic ci tin v kim tra qu trnh? Cho vic s dng cc phng php thng k v nh gi cht lng?\

34

 Kt qu: Gm nhng g v c o lng ra sao? K hoch tng lai: Hiu nh th no v v th hin thi ca cng ty? Hoch nh nhng g lm gim nh nhng kh khn vng mc v thc y s quan tm ca cng ty? K hoch di hn ca cng ty nh th no? Ch nhng cng ty no c th lp c t nht by mi trn mt trm im th mi c kh nng c trao gii Deming. Mt s vn u tin m nu thiu mt trong s nhng vn ny, cng ty cng khng c trao Gii Deming. Nhng vn u tin l: Phi c s cam kt tham gia ca cp qun l vo vn cht lng, mt h thng nhm bn trn cht lng hiu qu v rng ln, mt h thng xut sang kin ca nhn vin, vic s dng rng ri cc phng php thng k, mt k hoch di hn ci tin lin tc, gio dc hun luyn cng nhn v nhng nh thu ph, v mt nh hng mnh m nhm vo khch hng. Cng ty Kayaba Industries Ltd., nh sn xut thit b nc hng u Nht Bn, hng theo TQC sau khi th tng gi sau cn khng hong du ha nm 1973, ln h gp mt phn ng mnh m. Khch hng than phin rng cht lng m cng ty bo m b gim st hn l tng gi. Git mnh vi cuc t kho st au n, Kayaba chp nhn TQC vo thng Ging nm 1976. Nm u tin , theo in cu ca GOAL, l cng ty qun l c kho cc vn , kho st mi lnh vc kinh doanh. iu ny ngha l h xt n vic hoch nh sn phm, pht trin sn phm, thit k sn phm, sn xut chun b, ch to, bn hng, phc v qun l. H r sot lch s, h xem xt cc tht bi. H tm xem nguyn nhn c phi l h thng yu km, thiu hun luyn, thiu s cam kt thc hin, hay cng nhn thiu kin tr chp hnh cc quy tc. H chn lc ra tt c cc nguyn nhn ca vn v tm cch loi tr chng.

35

Cng nm , trch nhim v n lc t TQC ca Kayaba c giao cho mt i ng. Nhm TQC tham kho t cc cng ty khc. Cc nhm bn trn kim tra cht lng tng tn ti lu di nhng km hiu qu nay c lm sng li. Nm 1977, Kayaba pht trin mt k hoch xy dng TQC v m rng vic ging dy cc phng php thng k v cc k thut khc v cht lng ti nhng nh my then cht nht nh. Cng nhn c hun luyn s dng cc biu kim tra v phng php phn tch kim tra qu trnh. Nm 1978, Kayaba m rng TQC khp cng ty v bt u lm vic ngc dng tin hnh ngc tr v h thng phn phi - giai on pht trin sn phm ca h, bng cch dng cng ngh m phng nhn din nhng yu cu k thut v cht lng cho cc sn phm mi, cc cuc iu tra cho thy khch hng rt mong mun cc sn phm ny, mt hnh thc phi thai ca QFD (trin khai chc nng cht lng). Trong nm Kayaba c mt cuc chn on ca JUSE. Kt qu, cng ty bt u tp trung vo h thng hnh chnh, ging dy chu trnh PDCA (Plan, Do, Check, Act Hoch nh, thc hin, Kim tra, tc ng). Nm 1979, Kayaba bt u thy kt qu di hnh thc doanh s gia tng. ng thi c mt cuc phn tch t m cc sn phm ca cc i th cnh tranh, tm cch ci tin sn phm ca cng ty. Nm 1980, Kayaba ginh c gii Deming. Mc d rt mng vui, nhng y khng phi tn hiu cho bit cng vic hon tt. Tht vy, h vn tip tc. Trong khong 1978 n 1982, s nhm bn tron cht lng gp i ln n 6.000 ngi trong lc cc kin xut gia tng t 10.000 ln n hn 50.000. Kansai Electric Power, mt cng ty tin ch cng cng hng th hai ca Nht Bn, cam kt theo mt chng trnh tng t tranh gii

36

Deming. Lc u, Kansai c v l mt cng ty t c nhu cu phi ci tin. N gi thnh tch k lc th gii v s c v ngun in cung cp t xy ra nht v nu c th s c c khc phc nhanh nht th gii, v n gnh chi ph thp nht trong s chn cng ty in lc ca Nh Bn. Tuy nhin, hai cuc khng hong du ha trong thp nin 1970 bo hiu cho Kansai rng h cn phi ci tin nhiu hn na, c bit trong hot ng, tin cy, v vic m rng c s nng lng ht nhn ca h. Chng trnh ca h l n lc TQC u tin trong ngnh in lc. V thc s l mt cuc cch mng t tng phi hon thnh. Nh v ch tch tuyn b trong bui gii thiu TQC vo nm 1982, iu c ngha l qu v ngng ci cch thc m qu v quen ngh ra trc y, ci cch m qu v trc y quen gii quyt s vic. Nh Kayaba, Kansai Power lp mt vn phng nng cao cht lng TQC. y, ch tch vn phng ny cng chnh l ch tch ca cng ty. Ni cch khc, chnh cp iu hnh cao nht m nhim vic iu khin chng trnh cht lng. Cc y vin c thit lp bo m cht lng, tiu chun ha, v kim tra vic mua hng. Nm 1983, mi chi nhnh v vn phng qun huyn c phng TQC v i ng ring ca h. Nm 1984, nm chung cuc, mt vn phng kim ton v cht lng c thit lp t nh gi s tin b. Trong khi , v ch tch iu khin hai nhm kim ton cht lng ca ring ng, mt k thut m Ishikawa ngh l lm cp iu hnh sng t v gy n tng vi cc nhn vin bng s tham d ca ng. Trong lnh vc o to, Kansai pht trin cc chng trnh TQC cho tt c 24.000 nhn vin, bt u bng cc kha ginh cho cc gim c, trng phng vo nm 1982 v t cao im bng cc kha hun luyn chung cho cng nhn vo nm 1984. Cc nhm bn trn kim tra cht lng, m trc y xut hin vi cc vn v an ton v y t, c cung 37

cp s tay v cc in cu hng dn m rng cc hot ng cht lng ca h. Mc d vic tham gia trn c s tnh nguyn, sc p t cc ng nghip phi tham gia rt mnh. Vo nm 1984, c 18.223 thnh vin trong 2.306 nhm bn trn. Sau khi r xt cc quy tc v tiu chun, Kansai loi b nhng g lc hu hoc v ngha v pht trin nhng im mi thch hp vi TQC. Nhng vn v an ton v mi trng xng ng vi s quan tm c bit. Ngi ta gia tng s dng nhin liu t cht sulfur v m rng chng trnh trng cy quanh nh my, l cc hot ng TQC trong lnh vc ny. Vo nm 1984, nhng gin on trong dch v v nhng tai nn ngh nghip gim, v cng c s rt gim chi ph hng nm c bn ln. Kansai cng vin dn nhu kh ca nhn vin c ci tin, tinh thn lm vic tp th, v tnh nhy cm cao i vi th trng v khch hng. L mt trong nm nh my ca Japan Steel, nh my Hiroshima sn xut my mc cng ngh phc tp dng trong vic s l ha cht v plastic. Th trng cho my mc nh vy rt kh d on c. Japan Steel khng bao gi bit trc c lu, nhng n hng c no, loi g, s lng bao nhiu. Mi n hng i hi mt kiu dng ring, v nu sn xut th nghim th khng kinh t. Hn na sn phm c cc khch hng s dng lin tc, h s t tm ra sn phm trong mt th trng cnh tranh cao . Nh my Hiroshima nm di p lc phi sn xut ra nhng my mc bn, ng tin cy, v tinh xo. Trong khi , nh my c s cnh tranh t nhng ni khc trong th trng. Nm 1977, Japan Steel nhm t Hiroshima vo mt cuc trc nghim TQC. Lc Nakayama, mt ngi sinh ra ti Canada, ang l tng gim c ca b phn hp tc quc t. Nh mi ngi khc trong nh my, ng b li ko mnh lit vo chng trnh cht lng. Cc mc ch ca cng

38

ty, nh ng phc tha chng trong mt cuc phng vn vo nm 1985, l gp nm ln.

Thit lp mt chnh sch vi mc tiu ct gim r rng. To cc tuyn trch nhim r rng. To cc nhm bn trn kim tra cht lng tch cc hn. o to cng nhn mi trnh . Kim ton cn thn ton cng ty, khng phi tm li m xc nh cc vn kh khn v hiu chnh chng. Nm 1977, cc nh t vn ca JUSE n nh my Hiroshima t

nht hai ln mt thng. Cc nhm bn trn kim tra cht lng ng qun trc y nay c kch hot. Ngi ta a vo mt k hoch xut kin ca nhn vin. Nhng xut c xp t A (tt nht) n F (ng ch nht), v mi xut nhn mt phn thng bng tin tng xng. Mi xut phi c xem xt nh gi trong vong mt thng. S xut tnh trn mt cng nhn tng t 5,6/nm trong nm 1978 ln 17,6 trong nm 1981 v 28,5 vo nm 1984 khi TQC tip tc. Nm 1978, W.E. Deming ving thm nh my ny mt s kin c hiu qu kch thch, theo nh li ni ca Nakayama. Nhn vin t lao vo n lc ca chng trnh cht lng, lm vic nhiu gi vo bui chiu. Khng c phng ban no c ginh cho chng trnh ny. b phn ca Nakayama, mt nhm cht lng gm nhng n th k thng bo rng vic chuyn biu bng fax ra nc ngoi phi mt nhiu thi gian hn khi ngi ta s dng giy v, bi v mi dng phi c nhn i ln. H ngh phi s dng thay vo bng nhng bn v c in dng. Mt nhm kim tra cht lng (QC) gm bn ngi trc tng i tr tui quyt nh gii quyt nhng li than phin t nhng ngi gi in thoi n m cc my in thoi khng tr li trong bn hi chung reo 39

hay t hn, l lc m qua mt cuc iu tra v nhng ngi gi in thoi cho bit rng s lm ta bc mnh. Cc tng i vin thu thp d liu v cc cuc gi n tng phng ban. H khm ph ra rng cc k s l nhng k vi phm chnh. Khi h cng b cc d liu thng k, th c ngay mt s ci tin trong vic tr li in thoi t b phn phng ban k thut hay tr ni. Nakagama ni, c l s ng gp ln nht ca TQC l n khin cho mi ngi suy ngh li bn thn v tm hiu v bn thn. Cc quy tc v quy nh khng th mang li s ci tin. Chng ch gi cho tnh trng yn ng v n nh ch khng to ra s ci tin. Bng mt v d, ng k mt cu chuyn v mt ngi qun c xng my, anh ta bi ri v mt trc piston phi mt 15 pht mi lm xong, trong khi nhiu vt try xut hin trong sut qu trnh gia cng v cn sa cha li. Vn ny lm trn tr ngi qun c, Nakagama k li, mt ngy kia anh ta tm c mt gii php khi anh ta ang ng trn sn ga. Anh ta thy hai ngi ang chy, mi ngi mt hng, n tu ha. Gia ng h va vo nhau. Ngi qun c t hi ti sao h va vo nhau. Tt nhin, h ng nhau bi v h chy ngc hng nhau. Nu h chy cng mt hng, h s khng ng nhau. Ngi qun c cht ny ra rng ci my trc piston tnh trng tng t. My mi ang chuyn ng theo mt hng v piston theo mt hng. Anh ta l lun rng nu chng ta xoay cng chiu th s khng c chuyn va chm. Kt qu l thnh phm phng phiu hn. Anh y hm h th nghim l thuyt ca anh bng cch o chiu quay trc piston. Anh y ng. Qu trnh ny khng nhng t tn thi gian hn bi v khng phi ti ch, m n cn lm cho thnh phm phng phiu hn.

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Nhng ci tin nh vy lan nhanh khp nh my Hiroshima. Mc d c th mi ni c v nh, nhng tc ng tch ly rt quan trng. Gia 1978 v 1981, chi ph cho cc khuyt tt v nhu cu tng doanh s st t 1,57 xung 0,4. Sn xut tng 50%, trong khi s nhn vin gim t 2.400 xung 1.900. Kt qu ca chin dch an ton lao ng cng l mt phn ca TQC, t l tai nn st gim t 15,7 xung 2,3 trn mt triu gi lao ng, tng ng l s gim thiu t l ngh do tai nn lao ng. Cui cng, thi gian ngng my cng gim ng k. Nm 1979, mt xng ca nh my Hiroshima c nhn gii Deming. Cc cng nhn nam c nhn ci kp c-vt nh km huy chng; cng nhn n nhn mt mt dy chuyn. W.E. Deming gi li chc mng, c khc ghi ln bia k nim Qu trnh sn xut hiu qu v cht lng ca JSW lm cho cuc sng con ngi tt hn mi ni. Ti chc mng JSW ot gii Deming Prize 1979 v cht lng v hiu sut bng cc phng php thng k. Hi lng vi thnh qu Hiroshima, Japan Steel m rng chng trnh TQC ra ton cng ty, v nm 1983 c cng ty ot gii Deming. Nm 1960, ghi nhn ng gp ca W.E. Deming, Kishi - Th tng Nht Bn tng ng huy chng Second Order ca Sacred Treasury. 2.3. Ngi M v qu trnh pht hin W. E. Deming Nm 1980, sau 30 nm ging dy ngi Nht phng php thng k, W.E. Deming "c pht hin" M v tr thnh ni ting ton quc. Clare Crawfard - Mason, mt phng vin bn thi gian cho White House v Washington daily News pht hin ra W.E. Deming v nm 1979 c vit mt ti liu phng s cho NBC vi nhan : "iu g xy n vi s tinh xo ca ngi Yankee gi tt bng?" Nhng bi bo khng gy c s ch ca cc nh qun l Hoa K. 41

Ngy 24 thng 6 nm 1980, i truyn hnh NBC pht mt phng s nhan : Nu nc Nht c thTi sao chng ta li khng? - v sau ny c gi l "Sch trng" ca NBC. Phng s gy c s ch trong bi cnh kinh t ca Nht Bn ngy cng vng chc v ang c s cnh tranh vi Hoa K v ngi ta tha nhn hin tng Nht bn khng phi l mt s ngu nhin. l thi k, Hoa K nhp khong 30,7 t USD/nm hng ha ca Nht Bn m hu ht l cc mt hng c ch to phc tp nh xe hi, cc sn phm in t v luyn kim. v Hoa K xut khu sang Nht Bn khong 20,8 t USD/nm m hu ht l nguyn liu th nh g x, ht ging, than , kim loi mu v kim loi ph liu. l mi quan h rt ging tnh trng gia mt nc pht trin v mt nc cha pht trin16. Tnh trng xu trong quan h thng mi ca kinh t Hoa K v Nht Bn t Hoa K hng n cht lng - mt t c coi l xa x trong khung cnh ch ngha Talor thng tr ton b nn cng nghip. Cng t , W.E. Deming lin tc c mi din thuyt v t vn v kim tra cht lng theo phng php thng k. ng cng tr thnh ngi hu thun c lc cho cc cng ty ln ca Hoa K nh: Ford, General Motors, v.v.. Nm 1982, W. E. Deming xut bn cun Cht lng, Nng sut v V th cnh tranh, Bn ngoi cuc khng hong v Kinh t hc mi.

Xem: Qun l c hiu qu theo phng php Deming. Nh xut bn Thng k, nm 1996, tr.12, 13.
16

42

Mt s tc phm ni ting ca W.E. Deming

43

Chng 3. Xu chui ht - tt yu v t do trong qun l con ngi

3.1. Th nghim ngc nghch Ti mt cuc hi tho c kim chng thc tin, vi li dn ch l mt th nghim ngc nghch, W. E. Deming gy c khng kh vui v, hi hc dn dt ngi tham d n mt trit l mi nhng s khng bao gi qun. Cc thit b ca th nghim gm: Mt hp nha ng nhng ht g mu v trng bng kch c ht u; mt tm bng c 50 l bng ht u theo nm hng , mi hng mi l, v hp nha th hai rng t tm bng. By ngi tham d th nghim: 6 ngi thc hin thao tc hay cng nhn sn xut (Dick, Pat, Bob, Steve, Horst, Dave) v 1 th k (Paul) ghi chp kt qu. W. E. Deming ng vai tr l qun c. Ni dung th nghim: - Vt liu sn xut: Ht trng v ht c trn ln ln trong chu ln. - Quy trnh sn xut: Nhng tm bng vo trong chu vt liu theo chiu thng ng, khng c lc. - Mc tiu: Sn xut ra ht trng (la ra nhng ht trng) v nhng ht c coi l sai lch hay sn phm b li. Quy trnh sn xut hay thao tc trong th nghim c thit k n gin. W. E. Deming hng dn nhng ngi tham gia th nghim h lm ng thao tc. ngha ca vic thc hin thao tc n gin ny l cng nhn tuyt i tun th hng dn ca ngi qun l trong qun l theo khoa hc ca F.W. Taylor.

44

Sau 5 ln thc hin thao tc, s ht m 6 ngi thc hin c ghi chp theo bng sau:
TN NGY 1 Dick Pat Bob Steve Horst Dave Cng Trung bnh 14 17 11 8 12 9 71 11.8 2 10 5 6 8 11 11 51 8.5 3 9 8 5 9 12 7 50 8.3 4 10 5 9 6 8 10 48 8.0 Cng 43 35 31 31 43 37 220 9.2

Bng 1. Thng k s ht ca tha nghim

Chng ta thy, cc con s ht l rt khc nhau i vi mi ngi v vi cc ln khc nhau ca cng mt ngi. Trong qu trnh lm th nghim, W.E. Deming lun ku gi cc cng nhn phi ci tin v khin trch h v vic nhiu sai li v ng vin nhng cng nhn c t sai li. Mi ngi tham d hi tho cng t ra rt ngc nhin vi s khc bit v cc con s sai li (gp hn 5 ln: 18 v 5) trong khi quy trnh lm vic cht ch, khng c s khc bit. W. E. Deming cng khng nh: L ra khng c s khc nhau. Cc quy trnh cht ch, khng thay i. Tt c lm vic vi cng mt quy trnh ging nhau. Cng cc quy nh Vi t cch l qun c ca qu v ti ch c th by t s tht vng vi nhng vic qu b lm.

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n lc ny, mi ngi mi nm bt c chnh l: thm ch vi mt dng c, nhim v, ti nng ging nhau nhng sn xut li khc nhau. ng vai tr qun c, W. E. Deming cho rng cc gim c c thi quen la cng nhn v nhng kt qu ngoi kh nng ca h. Hn na s lng cng nhn bt k no cho, mt s s c kt qu cao hn v mt s thp hn mc trung bnh. W. E. Deming a ra mt s cng thc thng k n gin c th s dng thit lp cc gii hn ca mc sai lch. Trc ht l cng thc tnh sai lch trung bnh: a = A/b Trong : - a: Sai lc trung bnh chung, - A: Tng s sai lch = 220 - b: tng s ln thc hin ca cc cng nhn = 4 ln/ngi x 6 ngi = 24. T , s sai lch trung bnh l: 220 a= 6x4 = 9,2

Tip theo l cng thc tnh tnh t l trung bnh ca sai lch ca mi ln: p = A/(b x s): Trong : - p: t l sai lch trung bnh - A: Tng s sai lch - b: tng s ln thc hin ca cc cng nhn

46

- s: tng sn lng T , t l sai lch trung bnh l: 220 p= 6 x 4 x 50 = 0,18

T nhng con s ny, ta c th tnh c mc gii hn trn (UCL Upper Control Limit) v mc gii hn di (LCL Lower Control Limit) bng cng thc sau:
UCL LCL

= a 3 a(1 P)

Gii hn trn v gii hn di ca th nghim c th hin Bng 2 nh sau:

D P i a c t k 20 S s g t H r f b D D P j r h y f b b j S h t H i m l D u f g D s q w P s g t S r f b H D D P j r h h y f b t b j S i m l H u f g D s q w D s g t P r f b S j y b H D r h f b j UCL 17

10

AVG 9

S ht LCL 1 Ngy 1 Ngy 2 Ngy 3 Ngy 4

Bng 2. Gii hn trn v gii hn di

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Vn c t ra l ti sao nhng sai li li vn xy ra? V nhng sai li ny c phi l do cng nhn khng? Vi cch dn dt ca mnh, W. E. Deming dn cho mi ngi d hi tho thy knh thc v trng lng ca ht trng v ht l khc nhau (ht ln hn v nng hn v n b ph ln mt lp sn mu ) v kch thc l ca cc mt sng l khc nhau do mc hao mn khc nhau ph thuc vo thi gian v tn xut s dng. iu c ngha l nhng sai li khng ch do cng nhn m cn do vt liu (ht trng v ht ) v cng c (mt sng). Cuc th nghim hi hc minh ha su sc ci cch m nhng nh qun l buc cng nhn phi theo cc tiu chun nm ngoi tm kim sot ca h. N cng xut cch thc thng k c th dng tm nhng khu vc c kh khn trc trc. Vi th nghim v su chui ht , W. E. Deming rt ra kt lun: - S sai lch l mt b phn ca bt k qu trnh no. - Vic lp k hoch phi d on trc s vic v con ngi s tin hnh nh th no. Nhng th nghim v kim tra trc y c th hu ch, nhng khng phi l quyt nh. - Cng nhn lm vic trong mt h thng m d h c gng ht sc vn nm ngoi tm kim sot ca h. Chnh l do h thng, ch khng phi k nng c nhn ca h, xc nh h lm vic nh th no. - Ch c cp qun l mi c th thay i h thng. - Mt s cng nhn s lun lm vic trn mc bnh thng v mt s khc lm vic di mc trung bnh. Nh vy, m bo cht lng, cc nh sn xut v cung ng dch v phi kim sot sai lch khng ch ngi sn xut m cn c h thng: cng c, dy truyn k thut, nguyn vt liu u vo, v.v.. 48

3.2. Phn ng dy chuyn v lu ci tin cht lng Vo ngy th 3 ca hi tho do GOAL (Growth Opportunity Alliance of Greater Lawrence) Springfield, bang Massachusetts t chc. Thnh phn tham d ch yu l nhng cc nh qun l cc cng ty nh: Molecular Separation Division ca AMF, Apollo Computers; ARCO Metals; AT&T; BTU Engineering; Campbell Soup Company; Carpenter Technology Corporation; Centronics Data Computer Corporation; CTI Cryogenics; Digital Equipment Corporation; Dupont Connector Systems; Duracell; Fountain Plating; General Electric; Procter & Gamble Company; Westinghouse v.v Nhiu ngi trong s h lm vic b phn bo m cht lng v kim tra cht lng. Cng c kh ng k s, gim c, v cc nh qun l, v cc tng gim c. Ngy lm vic ko di t 9 gi sng n 4 gi chiu. Cc vn tranh lun trn bn ung v ko di ti khuya cho n khi nhng ngi tham d nm vng trit l c xem nh mt cuc cch mng Nht Bn. l gim chi ph thng qua ci tin cht lng ch khng phi thng qua vic ct gim chi ph cho con ngi (Xem Phn ng dy chuyn ca W. E. Deming).
Gi ph gim do t phi ti ch, t sai Ci tin cht lng li, t chm ch, tr ngi, s dng nguyn vt liu, thi gian chy my tt hn Ci sut tin nng

Chim c th trng bng vic h gi v cht lng tt hn

Duy tr c vic kinh doanh

To cng vic nhiu hn

Bng 3. Phn ng dy truyn

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Theo Phn ng dy chuyn ny, ci tin v nng cao cht lng sn phm chi ph s gim do t phi ti ch, t sai li, t chm ch, t tr ngi. Hiu sut s dng nguyn vt liu v thit b cao hn. H qu l nng sut tng, chim c th phn do gi r, cht lng tt. Qua , cc nh qun l duy tr c cng vic kinh doanh v to vic lm nhiu hn. l trit l m ngi Nht bn hc v p dng nhng, theo E. W. Deming, ngi M thm ch khng bit hay rt t n. H ch quan tm ti ti chnh, lm k ton nng ng. V, th l . l cch qun l caCh ngha kinh doanh trn giy, nh gio s Reich gi, khng th to ra ca ci. N khng lm chic bnh to hn. Nu cc nh qun l nhn mt chic bnh to hn, c ngha l qu v nh cp t mt ngi khc. V vy, cc nh qun l Hoa K phi tip nhn v thch nghi vi mt trit l mi: sai li khng phi l phn thit yu ca cuc sng: We have learned to live in a world of mistakes and defective products as if they were necessary to life. It is time to adopt a new philosophy in America. Tuy nhin, chng ta khng nn t tham vng sai li gim ti zero nhng ci tin lin tc, sai li s lin tc gim v do , cht lng v chi ph khng ngng c ci tin. Mt s ngi khng ng . Bi h khng th tin rng c nhng sai li hay nhng rc ri trong sn xut li khng phi l li ca cng nhn. Mt s khc khng th nhn thy mnh cng l mt khch hng v do , h t quan tm n cht lng. l nhng ngi cn chu nh hng nng n ca Ch ngha Taylor. Mt ln na, W. E. Deming phi nhc li sai lm ca ngi M. Khong nm 1948 1949 ti 1960, Bc M (M v Canada) l ni duy nht sn xut nhng th m th gii cn. H sn xut khng cung cp v cu ln hn cung v ngy cng ln. Cc nh qun l M ngh rng chc l h ang i ng hng. E.W. Derming v cc nh qun l M nh nhng ngi h ming ch sung v nhng iu h cn

50

lm l cm mt ci r hng. To s ri vo trong . Bt k kiu qun l no cng c th lm c iu . W. E. Deming khng nh l mt nhm ln. V sau chin tranh th gii ln th II, nht l t gia thp nin 60 ca th k XX, c nhiu ngun cung hn v xut hin s cnh tranh. Cht lng hng ha v dch v v hn na ci tin khng ngng cht lng hng ha v dch v s mang li li th cnh tranh. Vo nhng nm 1950s, cc mt hng ca Nht Bn c gi tr rt km. Gi r, cht lng thp. H khng th pht trin xut khu theo kiu . Trong bi cnh , ngi Nht tip nhn trit l mi v cht lng, phn ng dy chuyn v lu ca W. E. Deming nhng th nhanh chng a Nht Bn tr thnh cng quc kinh t th hai th gii. Theo W. E. Deming, cht lng khng phi l mt t rng tuch. Cht lng gn lin vi khch hng v nhu cu ca khch hng. V vy, trc ht cc nh sn xut hng ha v dch v phi hiu khch hng ca mnh, h l ai v h cn g? Ri n lt mnh, cc nh sn xut cng l mt khch hng (ca nh cung ng nguyn vt liu, thit b, v.v..). v vi tnh cch l khch hng, cc nh xn xut cng cn th hin r nhu cu ca mnh v nguyn vt liu, thit b. Nh vy c cht lng, ch vic c gng ca cng nhn l khng . Gng ht sc mnh lm nhng mc tiu chng cho th s n lc khng c tc dng, khng lm cho chic bnh to hn. M iu quan trng trc tin l phi bit mnh cn v nn lm g ri sau mi c gng lm ht sc. Cc nh qun l hng u Nht Bn da vo lu ca W. E. Deming thy cng vic cn v nn lm ca h:

51

Nh cung cp nguyn vt liu, thit b Nhn v kim tra nguyn vt liu, thit b A B C D Sn xut,

Thit k v thit k li

Nghin cu ngi tiu th

Ngi tiu th

lp rp,

kim tra

Kim tra qu trnh, my mc, phng php, chi ph Bng 4. Lu ci tin cht lng khng ngng

Ngoi vic kim tra qu trnh sn xut, lp rp; my mc, thit b; phng php v chi ph nh thng l; cc nh qun l phi kim tra nguyn vt liu, thit b u vo (A, B, C, D, v.v..). Hn na, h cn phi ci tin v khng ngng nng cao nhu cu v nguyn vt liu v thit b u vo. Gi thp khng phi l tiu ch duy nht v quan trng ca mt hp ng cung ng. Mc tha mn nhu cu ca mnh vi tnh cch l khch hng ca cc nh cung ng l tiu chun quan trng. Cc nh qun l cng phi thng xuyn nghin cu nhu cu ca ngi tiu th (khch hng ca mnh). Hn na, cc nh qun l phi hng dn khch hng, ni cho h bit h s cn g trong tng lai v lm cho h sn sng n nhn iu . W. E. Deming cho rng ngi tiu th l mt khu rt quan trng trong quy trnh sn xut: ngi tiu th l phn quan trng nht ca quy trnh sn xut. Nu khng c ngi tiu th th s khng c quy trnh sn xut.

52

Hn na, W. E. Deming cho rng ch lm cho khch hng hi lng v ch p ng nhng c tnh k thut (nhng g m nh sn xut cho rng khch hng cn) l cha . ng ly mt dn chng: vo nhng nm 1900s mi ngi u ngh vic to mt chic lp xe y hi l mt ngh in r v khng khch hng no ngh trong lp xe phi cha y hi. Nhng, cc nh sn xut lp xe y hi nhanh chng chim lnh c khch hng. Nghin cu ngi tiu th thit k v thit k li hng ha, dch v. T , cc nh sn xut s thit k v thit k li dy chuyn sn xut, lp rp v c nhu cu khc v nguyn vt liu, thit b, v.v.. V c nh th, theo lu ny, cc nh qun l c c qu trnh ci tin cht lng khng ngng. Tuy nhin, W. E. Deming vn khng nh lu ca ng s cho mi ngi tng v iu phi lm nhng, n ch l khi u.

53

Chng 4. 14 im Gii phng con ngi v mc tiu cht lng di hn

d theo di, trong chng ny, cc im ca W. E. Deming s c sp xp li theo mc m khng theo th t cc im ca W.E. Deming. 4.1. Gii phng con ngi Qun l c in ct cht ngi lao ng vo cc th tc, quy trnh k thut, trng pht nng khi sai li v phn chia ngi th. Theo W.E. Deming, trong h thng qun l y, con ngi ch l mt th cng c v khng sng to. V vy, trc ht phi coi ngi lao ng l con ngi, gii phng h khi nhng rng buc h c t do, sng to.

im 6. T chc o to c h thng
Chng ta thng thy nhng mu chuyn v nhng cng nhn hc vic t cc cng nhn khc hoc cc cng nhn b buc phi ph thuc vo nhng ch dn km thng minh. Thng thng h ch c o to cht nh hoc khng c o to g c. Cng nhn khng bit khi no h thc hin cng vic ca h ng. Chng hn, iu m c th chp nhn c vo ngy hm nay th khng th chp nhn c ngy mai. W. E. Deming nhn mnh rng vic o to cha nn kt thc chng no m s hot ng cha c kim tra bng thng k v cha thu t c iu g . Hn na, khi a vo cc thit b hay cc quy trnh mi th ngi lao ng cng cn phi c o to li. im 13. T chc o to li mt cch linh hot Cc nh qun l phi khng ngng thu nhp cc tri thc v k nng mi cn thit cho vic gii quyt cc vn v cc phng php sn xut

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mi. o to v o to li mt s u t cho con ngi l cn thit cho vic hoch nh di hn. o to lm cho con ngi ph hp vi cng vic v trch nhim mi. W. E. Deming c bit nhn mnh n o to thng k cho cc nh qun l v ngi lao ng. Bi khng th ci tin nu khng c d liu. im 7. T chc lnh o Lnh o l cng vic ca cp qun l. Nhim v ca cp qun l l phi pht hin nhng hng ro ngn cn ca nhn vin t ho v nhng cng vic h lm. Cc cng nhn bit ch xc nhng hng ro l g: s nhn mnh vo s lng, khng nhm vo cht lng; nhanh chng loi b sn phm thay v lm ng; khng nghe nhng ngh gp ca h; mt nhiu thi gian cho vic ti ch; cng c ngho nn; c vn trc trc vi vt liu a vo. Thay v gip cng nhn lm vic ng, a s cc vin chc gim st lm ngc li. Thng thng nhng ngi gim st, c mn ngay sau khi h mi ra trng, u khng bit cng vic m h gim st. Do khng quen thuc vi cng vic, nhng ngi gim st ny khng c c s nh gi, h c xu hng p t cc con s hay hn ngch ln ngi cng nhn. W. E. Deming lu rng qun c v gim st phi l nhng ngi gii hn nhng ngi khc. H mong nhng ngi khc phi lm tt c nh h lm. Cng vic ca cp qun l l lnh o, ch dn v gip nhn vin thc hin cng vic tt hn. Trong vic thu ngi, cp qun l phi c trch nhim v nhng thnh cng hay tht bi ca h. Tin s c rng hu ht nhng ngi khng lm tt cng vic khng phi l nhng ngi li bing trn vic, m n gin l h khng c t ng vo vic. Nu mt

55

ngi no khng c kh nng hay nng lc lm mt vic no th ngi qun l phi tm ch thch hp cho ngi . im 8. Thot khi ni s hi Quan im ca W. E. Deming v sai li chng minh rng, ngi lao ng khng phi chu trch nhim trc tt c nhng sai li. Bi c nhng sai li khng phi do h to ra m do cc thnh phn khc ca h thng sn xut. Cc nh qun l nn v cn phi gii phng p lc chu pht v nhng sai li h thot khi ni s hi. Bi theo E. W. Deming, tn tht v kinh t do s hi rt ng k. Do s hi v trch nhim trc nhng sai li, ngi lao ng s che du nhng sai li. Nhn vin s phi a ra nhng vn rc ri do s h s phi tranh lun, hoc t hn na l b li v vn . Hn na, ngi ta t khi lm iu g iu chnh ng vn rc ri, khng khuyn khch ph by chng. V do , nhng vn rc ri hoc sai li khng c kp thi pht hin v gii quyt. Vic ngh nhng tng mi l mo him. Ngi lao ng lun s mt khon khen thng hay thng cp, hay ti t hn, l s mt vic. H s b trng pht hay nhng hnh thc khc ca hnh pht. H s tha nhn l mnh lm sai, nn li lm s khng bao gi c chnh li. Trong nhn thc ca a s ngi lao ng th vic gi nguyn trng l cch an ton duy nht. Ch ngha Taylor lm cho s s hi tn ti khp ni, cp i lng t ho ca lc lng lao ng, lm tn thng h, tc ot h c hi ng gp cho t chc. ng ra, ngi lao ng khng nn s phi bo co thit b hng, phi yu cu thm nhng ch dn, hoc ku gi s quan tm ti nhng iu kin nh hng n cht lng. Nhng do nh hng ca Ch ngha Taylor, ngi lao ng c xu hng khng vi phm cc th tc,

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lm chnh xc theo ch dn. Tm l chung ca cc cp qun l l khng lm g trc nhng phn nn ca ngi lao ng. Hn na, h thng ngi v trnh nhng ngi hay gy kh chu, hi qu nhiu cu hi. Thng thng, ngi lao ng khng phn nn, khng gy kh chu s c yn thn v c vic lm. W. E. Deming kt lun, ni s l s bo ng kinh hong. Ni s tn ti khp ni, cp i lng t ho ca con ngi, lm tn thng h, tc ot h c hi ng gp cho cng ty. Khng th tin ni iu xy ra khi con ngi khng thot khi ni s hi. Theo E. W. Deming, s an ton theo ngha gc ca ting Latin, l khng s hi (Se trong ting Latin c ngha l khng c v cure c ngha l ni s hi. Vy lm th no ngi lao ng thot khi ni s hi? W. E. Deming t chc mt cuc hp cng nhn v khng c mt cc vin chc gim st. Cuc hp c ghi m li cp qun l c th nghe hay xem li v sau. E. W. Deming kho lo dn dt mi ngi hi m. Sau mt lc lu h mi trnh by kh khn khng th thc hin c cng vic theo cch h mun. T cuc hp ny, cc cng nhn hiu rt r rng khi ci tin cht lng, th nng sut cng ci tin theo. H hiu, hn nhng v qun l, rt r cng vic ca h ph thuc vo vic th trng chp thun sn phm v dch v ca h. Nhng h khng c quyn thay i cc th; trong khi cc nh qun l thng b sc khi h nghe thy c iu g l sai. W. E. Deming cho rng, ni s hi s bin mt khi cp qun l ci tin, v khi ngi lm cng tin tng vo cp qun l. im 9. Ph b ro cn gia cc b phn v cc nhn vin Trong qun l thng xy ra nhng hin tng ph bin sau:

57

- Nhng nhn vin thit k bao gi cng a ra nhng sn phm lm cho cc k s phi au u. V, nhng k s thng gy kh chu cho cng nhn trong dy chuyn sn xut. - Nhn vin phi chp hnh chnh sch m h khng c ng gp kin vo vi nhng iu m h c th khng ng , nn h lm mt cch d chng, khng ng b, gy nhiu phin h cho khch hng. W. E. Deming cho rng nhn vin c th lm vic cc tt trong cc phng ban ca h, nhng nu cc mc tiu, li ch ca h b xung t th h c th hy c cng ty. Khng nhng th, nhng nh kin, thnh kin c nhn, thi ch k, hp hi cng l nhng ro cn ln gia cc b phn v c nhn. Nhng ro cn ny lm cho vic khen thng, ng vin khng pht huy tc dng. im 10. Loi b khu hiu, li h ho v mc tiu cho ngi lao ng Nhng khu hiu khng c ngha thc t. V n khng a ra c cc ch dn, khng o to ngi lao ng. ngha ngm nh ca khu hiu l ngi cng nhn c th lm tt hn nu h c gng. Nhng lm th no ngi ta c th lm ng ngay t u c khi nguyn vt liu khng c kim tra, b sai st, hoc c nhng khim khuyt khc hoc my mc ca anh ta khng c tt. Buc phi lm vic vi nhng thit b khng thch hp hoc khng ng, trong ch thiu nh sng v khng kh, trong tnh trng lm vic bt tin di cp gim st khng kh nng, h s cm thy nhng khu hiu h ho l du hiu cc nh qun l khng ch khng hiu kh khn m cng khng quan tm n vic tm ra gii php. H b xc phm. Chnh v vy, W. E. Deming cho rng Khu hiu khng bao gi gip cho bt k ngi no lm tt c cng vic. Chng sinh ra s tht vng v phn ut.

58

Mt cch tng t, W. E. Deming cho rng vic t nhng mc tiu nh lng cng cng mt loi nh vic h ho bng cc khu hiu. ng cho rng mt mc tiu m khng c phng php t c th cng s tr nn v ch. Nhng cc nh qun l M thng t ra mc tiu m khng by ra cch thc hon thnh n. Thay v t ra mc tiu, khu hiu, cc nh qun l nn ch trng ci tin h thng, ci thin iu kin lm vic v hng dn, o to ngi lao ng. Nu khng, theo W. E. Deming, chng ta c th thc vo con nga, n c th chy nhanh c mt lc. Cc mc tiu ging nh mt nm c kh buc vo mi nga. Con nga thng minh hiu rng cho d n phi chm ri hay chy nc i, i hoc ng, n cng khng th no vi n c nm c kh. V c th ng yn tt hn. im 12. Loi b ro cn lng t ho ca lc lng lao ng Loi b s s hi ch lm cho ngi lao ng trnh tnh trng khng ci tin, lm vic mt cch th ng theo ch dn. Nhng mun ngi lao ng ng gp cho t chc, cc nh qun l cn khi dy lng t ho ca lc lng lao ng. Lc lng lao ng phn nn rng h khng bit ci g ch i h trong nhng ngy ti. Cc tiu chun thay i thng xuyn. Nhng ngi gim st cng vic lun c on v him khi phn hi v vic lm ca lc lng lao ng cho ti khi c s nh gi cng vic hay khen thng v khi th qu mun ri. Tr li nhng cu hi ca Deming, cng nhn bc l rng h cha bao gi c hc thc hin cng vic ca h mt cch thc s. H thc hin cng vic theo hng dn hoc ch dn ca ngi khc. H c thu tun th v nu khng tun th hoc khng p ng c yu cu h s b loi. E. W. Deming cho rng, l h qu ca quan im con ngi l

59

mt th hng ha, c s dng khi cn thit v nu khng cn thit h s b tr li th trng. Khi kho st v phng vn ngi lao ng, W. E. Deming thy, lng t ho ca ngi lao ng thng gp nhng ro cn ln nh: - Nhng li ku gi gip ca h c tr li qu tr, nu c. - Cng vic bo tr th ty tin cu th, khng lin tc. - Cc nh qun l khng mun nghe nhng li phn nn v khim khuyt khu cung cp. - Vic kim tra pht hin sai st nhng khng c cch ngn chn. i khi, nhng ngi kim tra cng khng chc iu g ng, hay my mc ca h o c chnh xc khng. - Ngi gim st ch quan tm n vic lm ra sn phm, ch khng cn bit n cht lng ca chng. Trong mt cuc nh cng, mt gim c pht hin ra iu m cc cng nhn ca ng phi gnh chu. Khi nhng nhn cng n lng m nhim nhng cng vic ca nhng cng nhn bi cng, th gim c nhn ra rng my mc ca h cn c bo tr, sa cha hay thay th. Sn xut tng gp i khi ng ta sa li my mc. ng ta gii quyt ngay lp tc bt u mt h thng trong nhn cng bo co nhng trc trc do my mc hay vt liu c th c sa cha. Thm ch c ngi lao ng ni: Lng t ho v tay ngh ca ti u? Anh ta ni Nu nh ngi qun c coi trng ti nh hn ta coi trng chic my th ti s cm thy tt hn. 4.2. Mc tiu cht lng di hn im 1. Hnh thnh v duy tr tnh n nh trong mc tiu ci tin sn phm v dch v

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W. E. Deming cho rng, ngi qun l lun gp kh khn trong vic kt hp mc tiu hin ti v mc tiu cho tng lai. Mc tiu hin ti lin quan n nhu cu nht thi ca cng ty: lm cch no duy tr c cht lng; lm cch no cho ph hp gia sn lng v doanh s; vn ti chnh; cc vn v nhn cng, li tc, dch v, cc mi quan h bn ngoi, v.v.. Hu ht cc cng ty M c khuynh hng gii quyt nhng vn ny m khng quan tm ng mc ti tng lai. Do cc gim c thay i cng vic ca h hai hoc ba nm mt nn cc mi quan tm ca h l ngn hn. H sng v li tc ca qu k, m khng cn xem h c cn trong cng vic nm nm na hay khng. ng nhn mnh, khng c cng ty no ng vng trong kinh doanh m khng c mt k hoch cho tng lai. Khi nhn vin lm vic cho mt cng ty ang u t cho tng lai, h cm thy an ton hn v khng mun i tm vic cc cng ty khc. Thit lp tnh n nh mc ch c ngha l i mi; nghin cu gio dc; ci tin thng xuyn sn phm v dch v ; bo tr thit b, dng, ti sn, v c nhng h tr mi cho vic sn xut trong nh my v trong vn phng. i mi bao gm vic gii thiu cc sn phm mi vi mc ch nu ln iu g mi m bn c sn phm trong th trng, gip ngi lao ng c cuc sng vt cht tt hn. Mt cng ty c nh duy tr vic kinh doanh, c th a ra c nhng quyt nh i mi nu tr li c 11 cu hi: 1. S cn n vt liu g, gi bao nhiu? 2. Phng php sn xut ra sao? 3. S phi thu nhng ngi nh th no? 4. Cn nhng thay i g v mt thit b? 5. Cn k nng g v cn bao nhiu ngi? 61

6. Nhng nhn cng hin nay s c o to k nng mi ra sao? 7. Cc qun c s c o to nh th no? 8. Chi ph sn xut s l bao nhiu? 9. Ch ph tip th s l bao nhiu? Dng phng php g cho dch v? 10.Sn phm hay dch v s c khch hng s dng ra sao? 11.Cng ty lm th no bit khch hng c hi lng hay khng? Do bn cht rt t nhin ca n, i mi yu cu s trung thc trong tng lai. Tin s Deming ni l i mi s khng th thc hin c tr khi no cp qun l hng u tuyn b cam kt chc chn s i theo con ng ci tin cht lng v nng sut. Nhng i mi khng phi l chuyn n gin. Sn phm mi khng phi l li thot ca mt cng ty kh khn. chun b cho tng lai, cng ty phi u t ngay hm nay. Khng th c i mi m khng c vic nghin cu, v khng c nghin cu khi khng c gio dc, o to ngi lao ng. Trch nhim hay bn phn i vi khch hng l khng bao gi dng li. Thnh qu to ln c th t c qua qu trnh ci tin lin tc qua thit k cng nh trong vic thc hin cc sn phm hin c, thm ch c nhng sn phm c v ang gp kh khn. Cc nh qun l cn u t vo vic bo tr thit b, dng v cc h tr khc cho vic sn xut trong nh my v trong vn phng. Mt cng ty khng th ci tin sn phm ca mnh bng thit b my mc sai chc nng hay a ra mt sn phm mi bng my mc li thi.

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im 2. Tip nhn trit l mi Cht lng phi tr thnh tn ngng mi. Nht Bn gii thiu nn kinh t mi ng tin cy v hot ng tr tru. C trit l mi, ngi M c th khng cn phi sng vi nhng sai st, khuyt im, quan h lao ng ti t, nguyn vt liu xu, chu ng nhng tn tht, cng nhn s hi, v khng c thng tin, t hoc hon ton khng c o to g c, cp iu hnh thng chuyn vic v nhng dch v km ci, th . Cc khuyt im s khng cn nhiu na. Trong kinh doanh, i khi khng hiu c nhng iu khng hi lng ca khch hng. Khch hng khng phn nn m ch n gin l quay lng li sn phm . V vy, s phn nn ca khch hng v sn phm mang li cng vic mi. General Electric phi thu din vin Ronald Reagan qung co mt khu hiu cho mnh: Tin b l sn phm quan trng nht ca chng ta. im 3. Hn ch vic kim tra tp trung W. E. Deming cho rng cch kim tra ca ngi M l kim tra tp trung khu cui cng ca dy chuyn sn xut. l qu trnh kim tra vi mc ch tm ra nhng sn phm sai li v loi b, ti ch. Qu trnh kim tra ny khng hiu qu, gy tn km v khng th ci tin qu trnh sn xut ra chng. Do , sn phm sai li lun tn ti nh mt tt yu. W. E. Deming cho rng Cht lng khng phi t vic kim tra m chnh l t vic ci tin qu trnh . Thay vo , W. E. Deming cho rng cn phi kim tra nhng giai on sn xut khc nhau thay v giai on cui. im 4. Khng sn xut, kinh doanh da trn gi c Vic sn xut, kinh doanh da trn gi c c th dn n 3 vn :

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- S cnh tranh ca nhiu nh cung cp nguyn vt liu, thit b. Do , nguyn vt liu, thit b s c nhiu s sai bit. Nhng sai bit ny gy ra nhng vn rc ri trong sn xut v lm tn hi n cht lng, lm cho cht lng ngy cng ti t hn. - S cho hng gi cnh tranh khin cho ngi mua hng i t ngi bn ny sang ngi bn khc. - Nhiu nh cung cp lm cho cc nh sn xut kinh doanh li vo cc ch tiu k thut, nhng th ny tr thnh cc ro cn cho vic ci tin lin tc. Ngi ta tng mua c mt l nguyn vt liu, thit b gi r l gim chi ph nhng trn thc t, c th nh qun l ri vo by cng ph. Mt nh cung cp cho mt gi cho rt thp ng ta hu nh chc chn s nhn c cng vic. Trong khi sn xut, nh qun l mi pht hin rng nhng thay i v nguyn vt liu v thit b nh vy l nghim trng. Khi , s qu tr tm nh cung cp khc. Do , vt l chi ph l iu tt nhin. Trong khi , vi mt nh cung cp v c mt mi quan h tin tng bn lu, th nhng ci by nh vy khng xy ra. Do , W. E. Deming nhn mnh: Gi khng c ngha g nu khng o lng c cht lng mua vo. Ngi mua hng s phc v tt nht cho cng ty bng cch pht trin mt mi quan h lu di bng s trung thnh v tin tng vi mt ngi bn, vi cc phng k thut v cc phng ban khc. H cng nhau lm vic gim chi ph v ci tin cht lng. Tuy nhin, nu ch c mt nh cung cp, h s dng th c quyn li dng khin cho ngi mua qu ph thuc vo mt ngun cung cp. iu ti t hn s xy ra nu ngi cung cp b mt cuc nh cng hay b ph sn? Tin s Deming tha nhn nhng iu ny c th xy ra. Nhng cc khch hng c th tm c nh cung cp thay th.

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im 11. Loi tr hn ngch nh lng Hn ngch hay nhng tiu chun khc v cng vic nh o lng cng vic hng ngy hay cc nh mc s lm gim cht lng hn bt k iu kin lm vic no khc. ng ni: Ti cha thy mt tiu chun cng vic no bao gm nhng du hiu ca mt h thng gip cho bt k ngi no thc hin cng vic tt hn. Cc cp qun l c t mt tiu chun cng vic mc cao loi b nhng ngi khng p ng ni. V khi , s nn lng, bi quan s xut hin. Cn khi ngi cng nhn t c ch tiu ca h trong ngy, th h s ngng lm vic v chi cho ht ca. Tng t cng ng vi nhng mc tiu s lng t ra cho cp qun l. Rt thng tnh, mt cng ty s thng bo nhng mc tiu nh vy v khng c k hoch g c. Chng hn, gim chi ph bo hnh 10% trong nm ti, hoc tng nng sut ln 3% l nhng v d v cc mc tiu v ngha. Thay v ch nh nhng ch tiu cho cng vic, W. E. Deming ngh nghin cu cng vic v xc nh cc gii hn ca cng vic. tng tc cng vic, hy tham kho vi cc chuyn gia v nhng vn phc tp hoc thiu phng php. im 5. Khng ngng ci tin h thng sn xut v dch v Ci tin khng phi l n lc nht thi. Cp qun l c trch nhim phi ci tin lin tc. W. E. Deming cho rng Cht lng phi c xy dng ngy t giai on thit k, v qu trnh phi c p dng ch yu kiu lm vic theo nhm. Mt khi tin hnh cc k hoch, th cc thay i s lm tn km v gy chm tr. Mi ngi v mi phng ban ca cng ty phi ng vi vic ci tin khng ngng. Khng th hn ch n thun vo vic sn xut hay cc h thng dch v phn phi. Cc b phn mua hng, vn ti, k thut, bo 65

tr, bn hng, nhn s, hun luyn, v k ton tt c u ng mt vai tr trong . ng cho rng, cp qun l phi lnh o qu trnh ci tin khng ngng. Ch c cp qun l l c th khi u vic ci tin cht lng v nng sut. Loi b tc nhn kch thch kh chu, hay gii quyt mt vn c bit u khng phi l ci tin qu trnh. N n gin ch l dp tt mt m chy. W. E. Deming ng vi tin s Joseph M.Juran khi cho rng cha chy khng phi l ci tin. Tm mt im nm ngoi tm kim sot, tm kim nguyn nhn c bit v loi b n, th ch mang qu trnh tr li ni xut pht ca n. khng phi l ci tin qu trnh. V vy, nh qun l cn phi ngh n thng k trong vic ci tin mt h thng. Ch bng cch s dng d liu ng th mi c th c nhng quyt nh thng minh. im 14. Tin hnh chuyn bin Cp qun l s phi t t chc thnh mt i ng i trc 13 im kia. S cn phi c mt nh t vn thng k. Mi nhn vin ca cng ty, k c gim c, nn lnh hi nhng tng chnh xc v cch ci tin cht lng mt cch lin tc. Khi u phi t cp qun l. W. E. Deming cho rng phi bt u theo chu trnh Shewhart. Mt s ngi gi n l chu trnh PDCA (Plan, Do, Check, Act hoch nh, thc hin, kim tra, iu chnh hay tc ng17).

http://www.bwportal.com.vn/print.php?txtiditem=3&txtid=1700. Truy cp 1h 30 ngy 24 thng 6 nm 2010.

17

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Tin s Walter Shewhart l ngi pht trin chu trnh. B ngoi, chu trnh trng c v khng n ni phc tp, tuy nhin, trn thc t, n i hi rt nhiu s n lc trong cng vic ca tt c cc thnh vin hon thnh chu trnh mt cch chnh xc. L hc tr ca Shewhart, W. E. Deming s dng v pht trin chu trnh PDCA, v v th chu trnh ny cn c gi l Bnh xe Deming. W.E. Deming cng p dng mt phin bn c sa i l PDS (Ln k hoch, Thc hin, Nghin cu - Plan, Do, Study). Ln k hoch lp mt k hoch c hiu qu, nh qun l cn huy ng tr tu ca tp th vi s tham gia ca cc c nhn lin quan n k hoch. iu ny cho php mi ngi cm thy mnh l mt phn ca k hoch. Hn th na, n c th gip nh qun l quy t xung quanh mnh nhng con ngi vi nhiu kin ng gp hu hiu nht. Tip theo, c hai cu hi then cht (Army Handbook, 1973) cn c t ra: Yu t cu thnh cn thit no thc thi thnh cng k hoch?

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 Yu t hay s kin tim tng s c th xut hin gy cn tr hoc hu hoi k hoch? Cc chuyn gia lp k hoch phi thu thp cng nhiu cng tt cc cu tr li cho hai cu hi trn. H cn phi tip thu nghim tc nhng kin ca tp th, sau lp ra cc yu t hay s kin xc thc v nhiu kh nng xy ra nht, ri d kin cc hnh ng nhm ngn nga nhng rc ri ny gy cn tr k hoch chung. Mt k hoch chi tit thng thng bao gm nhng cu hi dng nh: ai, ci g, khi no, u, nh th no v ti sao. Ai s lm nhng g? K hoch lin quan n ai? Chng ta s lm g? Khi no k hoch bt u? Khi no k hoch kt thc? K hoch s din ra u? K hoch s din ra nh th no? Ti sao chng ta phi thc hin k hoch? iu g s xy ra nu chng ta khng thc hin k hoch? K hoch cn c t chc v sp xp mt cch khoa hc. y l mt quy trnh nhm to ra v duy tr cc iu kin cho vic thc thi k hoch c hiu qu. N lin quan n vic xc nh v sp xp mt cch c h thng mi nhim v lin quan n kh nng hon thnh mc tiu, bao gm ba bc chnh sau: Cc chuyn gia lp k hoch s cng chung gp tr tu vch ra cc nhim v v iu kin cn thit nhm thc thi k hoch. Tt c nhng thng tin thit yu cn c a ra trong lc ny. Yu t thi gian cng rt quan trng - thi im m mi nhim v c bt u v hon thnh. Trc khi xc nh nhim v, cc chuyn gia cncn c vo mi mc tiu v quyt nh ci g (nhim v no) cn c thc hin t c mc tiu . Cc chuyn gia bt u qu trnh ln k hoch k t thi im kt thc v sau li dn dn cho ti thi im hin ti xc nh th t cng vic cn lm (Lp k hoch ngc). Lp k hoch ngc c ngha l u tin bn s nhn vo bc tranh tng th, v sau ra cc nhim v, 68

iu kin v chi tit trong mt din tin theo logic nht nh nhm tng bc tao ra bc tranh tng th . K hoch bao gm tt c cc chi tit c th v s tng tc, h tr, thi gian biu, thit b cng nh s kim tra, theo di cn thit. Cc chuyn gia phi suy tnh v nm vng mi tnh hung c th xy ra c nh hng n tin ca k hoch. Sau , cc chuyn gia sp xp tt c cc chi tit trn thnh cc mc ring bit, chng hn nh nhu cu, ngun cung ng, s gip , thit b, hp tc, cc nhim v chnh, to ra mt danh sch cc vic phi lm cho mi chuyn mc. Danh sch ny s tr thnh bn lit k chi tit m bo rng mi th ang c xc tin theo ng k hoch. Thc hin Nh qun l cn nh rng cc nhn vin khng th lm mi th trong cng mt lc. V vy, k hoch cn ch r nhim v theo th t u tin cng vi ngi thc hin v pht trin h thng kim tra cho ln nhau v m bo rng mi nhim v u c hon thnh theo ng tin . Cc nh qun l cn lp k hoch cho vic tm kim cc ngun lc thc hin nhim v v phn b chng ti chng ton b t chc. Cc nh qun l nn th nghim k hoch thng qua mt vt mu u tin (m hnh th nghim). iu ny cho php chng ta thc s kim tra k hoch ca mnh trn mt m hnh thu nh. Kim tra Trong sut thi gian thc hin k hoch, c ba vn m bn phi tham gia vo, l: Tiu chun (standards), thc thi (performance), v chnh sa (adjustments). Chun mc c ngha l k hoch c c hon thnh theo ng d kin hay khng, mi cng vic c c hon thnh theo ng quy trnh k hoch ra hay khng? 69

Thc thi l qu trnh hon thnh cc nhim v v mc tiu mt cch chnh xc. Trong khi chun mc lin quan n k hoch th vic thc thi k hoch lin quan n nhng c nhn lm vic trong k hoch. Trong qu trnh thc thi nu thy khng khng ph hp vi chun mc th phi iu chnh. iu chnh c thc hin theo hai cch: Hoc l ci thin vic thc thi k hoch, hoc l h thp chun mc. Trong phn ln cc trng hp, cch th nht s thch hp hn c. i khi, mt nh lnh o c th i mt vi tnh hung kh khn khi cc tiu chun phi thc t. Hnh ng Thc cht y l bc thc hin k hoch. Nu k hoch c chun b k lng, cng vic s sun s. W. E. Deming cho rng nu s dng chu trnh Shewhart s dn n vic ci tin lin tc cc phng php v cc th tc. N c th p dng cho bt c qu trnh no v c th c dng tm nhng nguyn nhn c bit c pht hin bng nhng phng php thng k.

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Chng 5. By cn bnh him ngho v mt s tr ngi trong qun l

Do nh hng mnh ca cc thuyt qun l c in, qun l phng Ty ni chung v Hoa K ni ring khng tip cn c nhng quan im mi trong qun l. Hn na, vic ko di cch tip cn c in trong bi cnh mi to nn nhng hn ch c bn trong qun l phng Ty v Ha K. V vy, ti cuc ni chuyn vi C quan Pht Trin Quc T (Agency for International Development), W.E. Deming ni: Hy xut khu th g sang cc nc bn ngoi tr kiu qun l M. W.E. Deming phn loi nhng hn ch ny thnh hai loi: Nhng hn ch trm trng c gi l cn bnh him ngho, nhng hn ch cha trm trng c gi l tr ngi. Theo ng, khc phc nhng hn ch ny i hi phi thay i hon ton phong cch qun l ca phng Ty. 5.1. By cn bn him ngho 5.1.1. Mc ch km n nh im c bn v quan trng to nn tnh hiu qu ca qun l l tnh n nh trong mc ch im u tin trong 14 im ca W.E. Deming. S n nh ca mc ch s gip cc cng ty c th tr li trong kinh doanh. Mc ch km n nh s mang li cho cng ty kt qu kinh doanh km, thm ch mt kt cc bi thm. Mt cng ty khng c mc ch n nh s khng ngh xa hn li tc ca k hoch theo qu v khng c cc k hoch lu di no duy tr vic kinh doanh. Trit l mi v tnh n nh ca mc ch phi c lan rng, thm nhun khp cng ty. Thng thng, khi mt cng ty thay i ch tch, chc chn s c mt chng trnh mi. Theo cch ni ca ngi Vit, l hin tng 71

Tn quan, tn chnh sch. Hin tng ny lm cho cng ty khng c c s pht trin n nh, lu di v bn vng. 5.1.2. Nhn mnh vo cc li ch trc mt a s cc cng ty Hoa K c iu hnh bi cc nh ti chnh xut sc hay cc lut s. Theo W.E. Deming, l nhng ngi nh nhng vn dng cc con s ch khng thay i thc cht qu trnh sn xut v cht lng. H ph thuc vo cc c ng v buc phi mang li cho c ng cc c tc hng qu gia tng. Cc c ng ph thuc vo c tc thu nhp cn c m bo rng cng ty ca h vn tn ti. Tnh trng chung ny cng vi tnh km n nh trong mc ch lm cho qun l ch ch n li ch trc mt. Vic nhn mnh n li ch trc mt c nui dng bi ni s hi nhng ngi tip qun mi khng thn thin v c chnh sch mi. Tin s Robert Reich ca i hc Havard cho rng ch ngha quan liu va l kt qu va l nguyn nhn khin nn kinh t M giao ng. Li nhun trn giy l nhng th cc gim c ny l nhng ngi ngi tch bit bn trn t chc c thit k cho mnh mt hnh thc sn xut khng cn ph hp vi v tr ca M trong nn kinh t th gii. Cng lc , khuynh hng nghim ngt theo li nhun trn giy t s ch v cc ti nguyn ra khi cng vic chuyn i nn tng sn xut (The Atlantic, thng 3-1983). Cn theo W.E. Deming, cch lm khng em li li ch lu di cho t chc v li ch chung ca x hi: Li nhun trn giy khng lm ci bnh to ln c. H cho qu v mt mu bnh ln hn. n gin l qu v ly n t k khc. N khng c li cho x hi.

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5.1.3. nh gi thnh tch, t l khen thng, hay bo co hng nm Qun l theo mc tiu (MBO) thng ch trng vo cc mc tiu nh lng v l trng phi qun l c trng ca cn bnh ny. V vy, W.E. Deming ngh mt tn mi ng hn cho qun l theo mc tiu l Qun l bng s s hi. Cch qun l ny c th hy hoi nn kinh t quc dn. Ch trng nh gi thnh tch khuyn khch hot ng ngn hn s hn ch hoc ph hng k hoch lu di. Chng khng gim bt ri ro, gy s hi, chia r nhm lm vic, v khin ngi ta tranh ginh nhau gii thng. Kt qu l mt cng ty c cc vn kh khn rc ri. Nhn vin lm vic cho chnh h, khng phi lm vic cho cng ty. Hn na, W.E. Deming cn cho rng nhng nh gi nh vy khin cho ngi ta thy cay ng, thoi ch, bun nn, thm ch mt s cng thng v tht khng cng bng, khi n cn gn cho nhn vin nhng khc bit so vi nhm m c th li hon ton do h thng h ang lm vic trong . Ch tiu thnh tch c khuynh hng o lng cc kt qu trc mt, nn c chiu hng ch xem xt n nhng chng c o m c. Chng hn s mu thit k m mt k s lm ra m khng xt n cht lng ca chng. Nhng ch tiu thnh tch cng ty thuc v s phn xt ch quan ca nhng ngi gim st. Ch tiu ca mt ngi c th thay i rt ln, ty theo cp trn. W.E. Deming phn i, thm ch d ng vi ch tiu thnh tch. Trong bi pht biu ca ng vo 11-11-1985, ti gii thng Deming Prize Nht Bn, Tin s Deming khuyn co thnh gi chng li s tim nhim nhng cn bnh kiu M. 5.1.4. Tnh lu ng ca ngi qun l cao nht

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Cc trng kinh doanh a ra tng l bn c th o to mt gim c gii bng nhng k thut ng dng ph bin. Nhng lm cch no cc gim c cam kt theo ui cc thay i lu di khi m h khng ngng tm kim cc c hi, ch lm vic khc. Lm th no cc gim c thc s hiu c mt cng ty khi m h ch lm vic hai hoc ba nm. l cch nh gi v bt nhanh kiu A (Kiu M). Nht Bn, cc cp iu hnh phi tri qua nhiu cp bc thng dn trong nhiu thp nin mi n c hng u. Chnh v vy, J.Noguchi, gim c iu hnh ca Lin Hip Cc Nh Khoa Hc v K S Nht Bn (Union of Japanese Scientists and Engineers) cho rng M khng th lm c (chng trnh cht lng) do s thuyn chuyn cng tc thng xuyn ca cp qun l M. W.E. Deming cho rng tnh khng n nh ca cp qun l cao nht cng l mt trong nhng nguyn nhn c bn to ra tnh khng n nh trong mc ch v vic qu ch trng vo li ch trc mt. W. E. Deming cn tm ra nguyn nhn ca hin tng ny l s khng hi lng vi cng vic hin ti. 5.1.5. iu hnh da trn nhng con s Nhng con s rt quan trng: Phi c lng tr, tr tin cho nh cung cp, ng thu, tin hu tr v ng h nhng qu nhn o. Nhng W.E. Deming cho rng c nhng con s khng bit v khng th nhn bit c cn quan trng hn nhiu. Chng hn, khng th o c nh hng ca vic bn hng lm cho khch hng vui v hay nhng li ch thu c t c v cht lng khi hng cng ty thot khi nhng cn bnh him ngho. 5.1.6. Chi ph y t qu mc i vi mt cng ty M y l mt khon chi tiu rt ln.

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5.1.7. Chi ph qu nhiu cho bo him, chi ph cho lut s Hoa K l quc gia hay kin tng nht trn th gii. 5.2. Mt s tr ngi - Xao nhng nhng bin i v nhng k hoch di hn. Thm ch nhng ni c hn k hoch di hn, h cng thng b qun do nhng trng hp c xem l khn cp. Thng thng, cc chnh sch ca cng ty, ch yu l nhng chuyn khng quan trng lm nhng chim mt nhiu thi gian ca cp qun l hng u. Nhng bui tham d hp hnh v nhc nh c th ly mt mt lng thi gian rt ln ca cc vin chc iu hnh trong khi ni c tnh hnh qun l tt th nhng chuyn ny khng thnh vn . - Cho rng vic gii quyt rc ri, t ng ha, thay mi ph tng v my mc thit b s lm thay i nn cng nghip. Ngi M rt thch nhng cng ngh mi, nhng nhng th ny khng phi l cc gii php cho cc vn su xa v nng sut v cht lng. - Tm kim nhng v d in hnh. Cc cng ty c khuynh hng tm kim cc gii php gii quyt nhng vn rc ri s dng ni khc v sau h sao chp li. y l iu nguy him. Tin s Deming nhn mnh, cc v d t chng chng dy h c g c. Vn l cn phi bit l do thnh cng hay tht bi ca mt vn . - Cc vn ca chng ti li khc. Cu ny thng c a ra lm li bo cha. - S li thi hc ng. Tin s Deming thng m ch n cc trng kinh doanh M dy v ti chnh, k ton, hot ng trn l thuyt, ging dy cc k nng qun l, ch khng hc hi t thc t sn xut kinh doanh. - Cy nh vo cc b phn kim tra cht lng. Cht lng nm trong tay cp qun l, cc qun c, trng b phn mua hng, v cng 75

nhn sn xut. H l nhng ngi ng gp nhiu nht. Nhng cc phng kim tra cht lng li nm nhng con s biu th nhng g xy ra trong qu kh - khng phi nhng g s xy n trong tng lai, m h khng th d on c thng lm cc nh qun l m mt cho n khi no m h tip tc cht lng nm trong tay b phn ny. - li cho lc lng lao ng v nhng vn rc ri. Cng nhn ch chu trch nhim khong 15% vn rc ri, h thng phi chu trch nhim 85% cn li. H thng thuc trch nhim ca cp qun l. - Cht lng c to ra bi kim tra. Cc cng ty ph thuc vo vic kim tra chung cuc m bo cht lng th s khng bao gi ci tin c cht lng. Cc kim tra l qu tr, khng tin cy v khng hiu qu. - Nhng bc khi u sai. Vic ging dy cc phng php thng k cho i b phn m khng c mt s thay i thch hp trong trit l ca cng ty l mt bc khi u sai lm. Mt sai lm ban u na, rt ph bin ngy nay, l cc bn trn cht lng QC Circles (QC l ch vit tt ca Quality Control). tng tht hp dn. Cc cng nhn sn xut c th cho chng ta bit rt nhiu v nhng th g sai v c th ci tin ra sao. Nhng, Tin s Deming lu : Mt QC Circle c th pht trin c ch khi no cp qun l tin hnh nhng xut ca nhm. Khi cp qun l khng quan tm tham gia, nh thng xy ra, th cc bn trn cht lng ny tan r. Rt thng thng, s hnh thnh cc bn trn cht lng, nhng nhm lin quan n nhn vin, v nhng nhm c s tham gia ca nhn vin ch l hy vng ca ai t t b nhng vn rc ri ca con ngi. Hn na, cc bn trn cht lng khng th gii quyt c nhng vn v qun l, l nhng vn thc t.

76

Tuy nhin, nhng khi u sai li mang n s d chu tm thi. Chng ra v c nh l ang xy ra iu g . Kiu gi l m n lin. - Khng lm ch c my tnh. Tin s Deming ni, mc d my tnh c v tr ca n, n cng c th dng lm kho cha nhng d liu khng bao gi c s dng. Thng thng vic mua my tnh c v l chuyn phi lm. Nhng ngi ta khng c k hoch thc s s dng. My tnh lm ngi ta bi ri v b mt tinh thn. Thng th h cha bao gi c hun luyn ng n trong vic s dng thit b. - Chy theo ch tiu. y l phng thc kinh doanh c chp nhn M, nhng n khng cht lng v nng sut khng c ci tin. - Th nghim khng ph hp vi mu. Thng th cc nguyn mu thi hnh rt tt p trong phng th nghim, tr vic th hin tt c cc mt ca vn kh khn trong sn xut. - Bt c ai gng sc gip chng ta th phi hiu c ton b cng cuc kinh doanh ca chng ta. Tin s Deming thng gp khch hng khng quen bit trong kinh doanh. ng lu , c kh nng xy ra trng hp bit mi th v mt cng vic m khng bit cch ci tin n. Gip ci tin ch c th xut pht t mt s kin thc khc.

77

Chng 6. Nim tin ch ny sinh t thc tin v d liu

Phng php Deming cn phi t c s cc quyt nh trn d liu chnh xc v hp thi cng nhiu cng tt, ch khng phi trn c mun hay linh cm hoc kinh nghim. ng cho rng ch tin vo Cha. Mi th khc chng ta phi dng n d liu. Theo W.E. Deming, d liu phi chnh xc v gn lin vi bi cnh. D liu m khng c bi cnh hay d liu sai th khng nhng khng c gi tr m i khi cn gy tai ha. Quan im ca W.E. Deming v cc phng php thng k bao gm hai vn : Ch bng cch s dng ng cc phng php thng k nh qun l mi c th gim thiu c s nhm ln v s hin din ca sai lch. Cc phng php thng k gip cho php hiu c cc qu trnh, t chng di s kim sot v sau ci tin chng. Bng khng, ngi ta s mi mi ch l cha chy thay v ci tin h thng. Tuy nhin, ng nhn mnh rng da vo mt mnh cc phng php thng k th cha . C th c nhng mn li tc, ri sau khng c g c. Chng n thun ch l cc cng c mc d l nhng cng c c gi tr nhn vin thc hin mt k hoch chi tit do cp qun l hng u a ra. Ti L trao gii thng Deming Prize nm 1960, ng ni: iu m cc phng php thng k lm c l ch ra s tn ti ca cc nguyn nhn c bit. Mt im nm ngoi cc mc gii hn trn biu kim tra, hoc mt kt qu c ngha trong mt th nghim hay mt cuc trc nghim, hu nh cho bit mt cch chc chn c mt hay nhiu nguyn nhn c bit. Nhng im trong tm kim sot, hoc cho thy khng c 78

ngha, cho bit rng vn cn nhng nguyn nhn bin ng chung Khi qu v tm thy hu ht nhng nguyn nhn c bit v loi tr chng, qu v b c nhng nguyn nhn bin thin thng thng, chng c th l mt trong nhiu loi nh sng yu, m, s dao ng, ba n km , thiu chng trnh thc t v cht lng, gim st d, nguyn vt liu ti Cc nguyn nhn chung kh nhn din hn l cc nguyn nhn c bit. Hn na, vic loi b cc nguyn nhn chung i hi s tc ng ca cp qun tr cp cao. Cc cng nhn v qun c khng th thay i c vic chiu sng, khng k cc hp ng mua nguyn vt liu mi, khng t chc chng trnh v cht lng, nhng y ch l cc v d v nhng nguyn nhn chung v bin ng v cht lng km. Khi nghe n thng k, thng ngi ta ngi ngng v cho rng n phc tp v phi vn dng nhiu kin thc ton hc. Nhng W.E. Deming cho rng mt s cng c thng k hu ch nht th khng kh v cng khng phc tp lm. Trnh ton hc cn thit l khng hn lp by hay lp tm u c th hiu c. Nhiu cng c c bn ch l nhng phng thc t chc v biu hin d liu mt cch trc quan. Trong a s trng hp, nhn vin c th thu c d liu v gp phn rt nhiu vo vic c v hiu d liu. Do , W.E. Deming khng nh khng cn ging dy thng k m ch gii thiu mt s cng c c bn v minh ha cch h s dng gii quyt vn . Thc ra, mt s biu m cc cng ty thy hu ch th khng s dng cc phng php thng k m ch n gin l nhng phng thc t chc cc ngh ca h. minh ha nhng cng c ny mt cch n gin v cho thy chng i khi c th c s dng vi nhau ra sao, chng ta s m t cch thit lp v lm vic vi nhng biu ny. Ngoi ra, t chc Growth Opportunity Alliance of Greater Lawrence (GOAL) cung cp nhng v d 79

thc t rt ra t cc cng ty khc nhau, xut bn trong n phm Memory Jogger.

LU

BIU NHN QU

BIU KHUYNH HNG

S o

BIU PARETO

Thi gian

Kiu

BIU KIM TRA

Biu kim tra UCL X LCL Thi gian o

BIU PHN B
Biu phn b

80

BIU PHN TN
Bin s II .. .. .. . .. .. .. .. .

.. .. .. Bin s I

Bng 5. By biu hu dng

6.1. Biu nhn qu (Cause and Effect)

Biu nhn qu hay cn c gi l biu xng c do hnh dng ca n, hay biu Ishikawa (Kaoru Ishikawa ngi sng to ra), thng c s dng kho st nhng nhn t c th tc ng n mt tnh hung c th. H qu c th l mt tnh trng, iu kin hay bin c mong mun hoc khng mong mun, chng c to nn t mt h thng cc nguyn nhn. Khi ging dy cng c ny, ngi Nht Bn thng gi h qu ny l mt a cm ngon lnh. Ngi M gi n l c ph ng. Nhng nguyn nhn nh thng c nhm cho bn loi c bn: nguyn vt liu, phng php, nhn lc, v thit b. Cn c th c nhng nhm khc. Chng ta hy gi s rng qu v thng chm tr cng vic hn l qu v mun. Chng trnh lm vic bui sng ca qu v bt u t lc chung ng h reo, v kt thc khi bn ngi vo bn lm vic. Nhiu vic xy ra trong thi gian . V (hoc chng) v con ci ca chng ta c nhng lch trnh ring ca h, c th hon ton vi chng trnh ca chng ta. i khi truyn hnh c mt chng trnh g ng xem. Chuyn ra chn bt cng mt thi gian. Ri c nhng c in thoi do ngi khc bit rng l lc thun tin gp chng ta. Chng ta khng th lun lun 81

khng ch c cng vic. V (chng) ca chng ta c th cn n mt chic xe hi, hoc c th cn i ch. Chng ta c th i nh hng xm (phi ni trc), hoc c th n xe but (ngha l phi mua v). Nu chng ta li xe, vic xe c th thnh vn , v thi tit cng vy. Tt c chng ta u ngc nhin vi mt cu chuyn c v n gin nh vy m li thnh phc tp v c nhiu bin ng xy n. Mc d c bn lun, mi ngi u tr nn hiu vn l hy vng s quan tm gii quyt c. Nhng xut hu ch c th l phn cng ra chn, ln lch s dng xe, khng xem ti vi, v.v.. Ishikawa, tc gi cun Hng dn kim tra cht lng, vit cho cng nhn Nht Bn v gi y l quyn sch ph bin nht v thng k cn bn v cht lng M, phc ha li ch ca biu nhn qu: 1. Chnh qu trnh sng to l gio dc. N to nn vic bn lun v ngi ta s hc hi ln nhau. 2. Gip cho nhm tp trung v vn trong tm tay, gim nhng chuyn than phin v nhng bn lun khng lin quan. 3. Dn n vic tch cc tm hiu nguyn nhn. 4. Thng thng phi thu thp d liu. 5. N minh ha mc hiu bit. Biu cng phc tp, cng nhn cng thng minh kho lo gii quyt qu trnh . 6. C th s dng cho bt k vn no.

82

Nhn-Qu: "Tr vic" Nhn lc Bn thn Con ci a 1: 12 tui a 2: 10 tui Chun b Tnh cch V chng ng gi cc ba n khc Tnh cch Tra Chiu Tr vic (sau 9:00) Bt u l trnh Gas Pin Thi tit Xe t Bus Ch ngi Phng php Lch trnh Radio #1 u xe #2 Xe la TV ng h bo thc Lch trnh Thi tit giao thng im tm Nc tri cy C ph V tu Thay i ng Cc t liu kh t V xe but

Lch trnh Hng xm Thi gian khi hnh Thit b in thoi Chnh tay

m c ph in

Nhn Qu: "Nhng khu phn khng ng Thit b Thiu ngn sch H thng li S my tnh Thit lp km Thc n khng r rng Chnh sch Khng nhn mnh Dng chnh sch n king Thiu ngn qu Chnh sch k lut C hai ca phc v bnh nhn ba n khng ng ng vin km Thiu quan tm n vic n Lm vic qu sc Hun luyn Thiu nhn vin Thiu thi gian Th tc Nhn s

Thiu hiu bit Thiu ch dn vit tay

Khng c phn hi n ngi gy ra li Lch trnh

Bng 6. Biu nhn qu tr gi lm v Khu phn n khng ng

83

Trong thc t, mt bnh vin s dng biu nhn qu xem xt cc nguyn nhn ti sao bnh nhn phn n khc vi thc n h t. Theo , nhn vin bnh vin thu thp d liu v mt s nguyn nhn. 6.2. Lu (Flow charts) Thng thng bc u tin, mt nhm ang tm cch ci tin qu trnh s phi v mt lu ca qu trnh . Mt qu trnh s khng th ci tin c, vn phi tip tc tm nguyn do, tr phi mi ngi hiu v ng qu trnh l g. Lu rt hu dng trong vic phc ha iu g ang xy ra. Mt cch bt u l phi xc nh xem qu trnh s din tin nh th no, sau v nn phng thc lm vic ca n. Vic thc hin iu ny c th ngay lp tc pht hin c nhng g tha thi, km hiu qu v hiu sai Vernay Laboratories, Inc., l nh sn xut sn phm cao su chnh xc ti Ohio v l mt khch hng ca W.E. Deming, quyt nh lm thng sut cc th tc lp ha n ca h. Vernay yu cu ba ngi b phn v lu tin trnh. Kt qu l ba lu khc nhau. Khng ai hiu thc s. Mt nh t vn qun l bo co rng ng lun lun yu cu cc gim c v lu hot ng m h gim st v cho bit tht ng ngc nhin l h thng phi nh n s gip ca nhng b phn trc thuc. H khng hiu ai chu trch nhim v vic g di s qun l ca h. Lu c bit c gi tr vi nhn vin trong cc hot ng qun l hay dch v, l ni m khng phi lun lun c th thy c lung thng tin nh trong qu trnh sn xut. Lu chng trnh lm vic bui sng ca mt ngi no c th bt u bng chung bo thc.

84

Khng Chung bo thc C Pha c ph Khng C th s dng c phn tm C Tm Khng Chun b y phc C Mc qun o i qun o Ch Dy tr

n im tm Khng c bo Xem tivi

Xe sn sng ri Li i lm Khng C ch u xe c n ni lm vic

n xe bus

u xe v i b

Bng 7. Lu cc yu t tc ng n gi lm vic

Nu qu v mun tp trung vo vic loi b nhng vng lp Khng, th qu v c th s dng hai ng h bo thc, ln lch tm ra,

85

chun b trc qun o, c mt chic xe th hai, hoc thu mt ch u xe tr tin hng thng. Mt nh sn xut v mch in v qu trnh t lc nhp nguyn liu mi cho n khi giao thnh phm. N cho thy c ba bc ring bit dnh ti ch. Nu c th loi tr c nhng th , th s n gin ha qu trnh v tit kim c tin bc.
LU : "BO MCH MY VI TNH" Vt liu u vo: - Linh Kin - Mch PC Nh cung cp sa cha li

hng Q.C t Cm t ng hng Q.C Lp rp th cng hng Q.C t Lm sch v hn hng Q.C Dn tip xc Q.C t T ng kim tra Giao hng Ti ch/ thi ra Ti ch/ thi ra Ti ch/ thi ra

6.3. Biu Pareto (Pareto charts)

86

Biu Pareto nm trong s nhng k thut ha c s dng thng thng nht. Ngi ta s ni n v parato hay ni, hy lp pareto cho n i. Biu ny dng xc nh nhng th u tin. Pareto i khi c m t l cch chn lc ra mt vi yu t quan trng t nhiu th tm thng. Gi s, tip tc v d v chng trnh lm vic bui sng ca chng ta, qu v s mun ri nh lc 8 gi 15, n s lc 8 gi 45 c 15 pht ngh ngi hoc d tr khi b tr - trc khi bt u lm vic lc 9 gi sng. Thng thng, Chng ta ri nh lc 8 gi 30 v t khi i sm. Chng ta theo di nhng g can thip vo hnh trnh i ca mnh trong khong 60 ngy. Chng ta chc chn rng vic i c phng tm chnh l nguyn nhn ch yu. V chng ta bit rng c tranh th c bo s lm tr. Vic m ca ga ra cng vy, i khi n cng b kt. C lc, chng ta khng th cng li chuyn ng thm mt cht na. Trong vic nghin cu, chng ta c th s dng mt danh mc kim tra. l cch rt tt thu thp d liu. Sau y l mt s kt qu c th thu c:
Nguyn nhn c bo (hn 10 pht) Tm tr Ng nng Ca ga ra Phi i qun o Cc nguyn nhn khc S ln 45 20 8 3 1 9

Nhng bin c ny c th c hin th trn mt biu Pareto Nhng iu kin c th gy tr ni nh sau: 87

Bng 8. Nhng iu kin gy tr gi

S tai nn v mt xy ra nhiu nht trong qu trnh bm c u dy ca linh kin sau khi chng c bn vo v mch in. Theo , cc biu pareto c th c dng thu hp vn li. Kt qu, qu v c th thc hin mt s thay i. Chuyn sang lm bui chiu. Dy sm. Mua mt ng h bo thc khng c nt ngt chung.
Loi chn thng 25 20 15 10 5 0 Mt Lng Tay 25 20 15 10 5 0 u linh kin Ch hn Bi Nguyn nhn gy chn thng mt

Bng 9. Biu pareto: Cc loi chn thng

88

 nh my ch to v mch in, cp qun l t chc mt chin dch an ton lao ng theo yu cu ca cng nhn. Mt nhm tp hp d liu v cc tai nn, sau v biu pareta tm cc nguyn nhn. Nhng chn thng mt thng xy ra hn bt k th no khc. Sau , nhm nghin cu cc nguyn nhn v lp li mt biu pareto khc. 6.4. Biu khuynh hng (Run charts) Biu khuynh hng l biu n gin nht trong cc cng c thng k. D liu c lp trong biu trong sut mt giai on tm ra cc khuynh hng. Chng hn, chng ta c th lp biu khuynh hng cho doanh s hng thng trong khong mt nm, t l phn trm hon thnh k hoch nm trong mt s nm, s tai nn lao ng trong mt nm, v.v.. Biu khuynh hng c th c dng theo di s pht phi mt n vn phng. Chng ta pht hin ra rng vo ngy th Hai, chng ta b mt thi gian lu hn, v tng ng chng ta cho php d tr nhiu thi gian hn.
Biu khuynh hng: "n s ng gi" 36

S pht

30

26

20

16
M T W T F M T W T F M T W T F M T W T F

Week 1

Week 2

Week 3

Week 4

Bng 10. Biu khuynh hng thi gian n vn phng

89

Mt bnh vin nhn thy rng phng cp cu ca bnh vin thng c tnh trng hoc l ng qu hoc l vng qu. Ngi ta ly d liu c v cc ca cp cu v mt biu khuynh hng. S ln tip nhn ca cp cu cao nht trong thng 1, 7, 9 v 12. Ngi ta c th cho rng cc ngy ngh v thi tit l mt yu t. Bnh vin quyt nh cn thm thng tin, iu tra nhng nm trc y xem xy ra c nh vy khng. Ngi ta c th dng biu khuynh hng lm ti liu hng dn trao i vi nhn vin tip nhn.
Biu khuynh hng: "Nhn bnh phng cp cu"

S ca nhn trong mt ngy

50 40 30 20 10 0 1 2 3 4 5 6 7 8 9 10 11 12

Bng 11. Biu khuynh hng nhn bnh nhn cp cu

6.5. Biu phn b (Histograms)

Biu phn b c dng o lng iu g xy ra bao nhiu ln. Gi s chng ta thc mc l nn cho php mt bao lu li xe n vn phng. Vo nhng ngy tt tri, chng ta c th mt 15 pht. Khi b kt xe, chng ta mt 45 pht. Th no l bnh thng? R rng, rng khng th ly trung bnh hai trng hp trn. gii quyt vn ny, W.E. Deming cho rng chng ta c th thu thp d liu trong khong 100 ngy i lm. 90

15 16 20 15 18 17 20 18 17 19 23 20 21 21 16 15 17 21 17 17 18 16 22 25 17 16 19 19 18 17 25 18 16 17 17 16 15 22 20 17 16 15 18 17 17 16 19 18 19 20 24 27 17 19 22 16 18 21 20 24 18 22 22 18 17 18 19 17 21 24 18 15 19 20 23 22 19 18 17 21 32 22 18 20 21 19 20 24 16 17 18 20 22 20 20 19 18 15 19 20 Bng 12. Thi gian li xe n vn phng

D liu cho thy rng chuyn lu nht l 32 pht, chuyn nhanh nht l 15 pht. Tr hai chuyn k trn th tt c ri vo gia 15 v 25 pht. Trn biu phn b, c mt ng cong r rt.
20 19 18 17 16 15 14 13 12 11 10 9 8 7 6 5 4 3 2 1

X X X X X X X X X X X X X X X X X

X X X X X X X X X X X X X X X X

X X X X X X X X X X X X X

Frequency

X X X X X X X X X X X X

X X X X X X X X X X

X X X X X X X X

X X X X X X X

X X X X X X X

X X X X X

X X

X X

14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 Travel time to work

Bng 13. Biu phn b thi gian li xe n vn phng

91

Mt ca hng in nhn c nhng li than phin v cht lng sn phm ca h. Mt s khch hng cho rng mc in khng m c. Ca hng o lng mc mt thi gian, sau kt qu theo tn s (frequency) trn mt biu phn b thy c nhng s o ri vo u.
10

8 Tn s 6

0.6

0.7

0.8

0.9

1.0 1.1 1.2 Mt in en

1.3

1.4

1.5

Bng 14. Biu phn b mt mc in

6.6. Biu phn tn (Scatter diagrams) Biu phn tn hay biu ri l mt phng php v th nu ln mi quan h gia hai bin s. Tip tc v d ca chng ta, gi s vn phng ca chng ta t chc lm vic theo thi gian linh ng. Qu v c th n s bt k gi no gia 7 gi 30 v 9 gi 30 sng v ra v sau 8 ting ri. Chng ta mun chn la gi gic ca qu v gim thiu thi gian li xe. Sau mt thng, qu v ri nh nhng thi gian khc nm gia 7 gi v 9 gi sng v ghi nhn s mt bao lu n vn phng. Trn biu phn tn, hai bin s cho thy mt mi quan h r rt.

92

50 45

Travel time to work (minutes)

40 35 30 25 20 15 10 5 0 7:00 7:30 8:00 8:30 Time leaving house 9:00

Bng 15. Biu phn tn thi gian li xe n vn phng

Nhn biu chng ta thy, ri nh trc 7:30 hoc sau 8: 30 s mt thi gian li xe. Qua cn c vo s thch, v d cn tm ra, ung c ph, chng ta s ng k c gi lm vic t 9 gi 30 sng n 6 gi chiu. Mt nh sn xut mun bit c mi tng quan no gia thi gian s dng v mt n nh sn phm ca ng ta khng. Biu phn tn cho thy thc cht l c. Trong kinh doanh, biu phn tn c th c s dng v mi lin h gia vic hun luyn cng nhn v s khuyt tt, gia m v bn, gia cc mc nh sng v nhng sai li ca my tnh.

93

40

M.G Active Ingredient Per Sample

30

20

10

10

15 Shelf Life (Months)

20

25

Bng 16. Biu phn tn n nh ca thnh phn kch hot

6.7. Biu kim tra (Control charts) W.E. Deming thng ni n nhu cu s dng biu kim tra phn tch cc qu trnh vi mc ch ngn chn ngi ta khi phi theo ui nhng nguyn nhn xa vi. Ni c th hn, biu kim tra l s hng dn lin tc theo con ng ci tin khng ngng. Biu kim tra d s dng v chc chn khng vt qu kh nng ca hu ht ngi lao ng. Tuy nhin, W. E. Deming lu nhng i khi ngay c cc chuyn vin thy rt kh trong vic vn dng. ng ni: Cng nhn sn xut ch cn c mt kin thc s hc n gin l v c lu . Nhng anh ta khng th quyt nh rng anh ta s s dng mt biu cho cng vic ca anh ta, v vn c t kh nng l anh ta p dng biu chuyn bin.V vy, cc cp qun l c trch nhim ging dy cch s dng cc biu kim tra cng vic ni chng c th c tc dng.

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Ni chung, vic pht trin cc biu kim tra c gi l Kim Tra Cht Lng Bng Thng K (SQC Statistical Quality Control) hay Kim Tra Qu Trnh Bng Thng K (SPC Statistical Progress Control). Ton b cc quyn sch vit nhiu v cc loi biu kim tra khc nhau, hiu c phi s dng chng khi no v nh th no, ng thi hiu cch nhn bit kt qu. Mt trong nhng tc phm hu ch v ti ny l cun Hng Dn Kim Tra Cht Lng (Guide to Quality Control) v cun S Tay Kim Tra Cht Lng Bng Thng K (The Statistical Quality Control Handbook) ca tc gi Ishikawa, c xut bn bi AT&T. Biu kim tra n thun ch l biu hot ng vi nhng mc gii hn trn v di c xc nh bng thng k, c v hai pha ca mc trung bnh ca qu trnh (Xem Su chui ht ).
Mc gii hn kim tra trn (UCL)

Trung bnh o lng, S khuyt tt v.v

Mc gii hn kim tra di (LCL)

Thi gian

Bng 17. Biu kim tra vi gii hn trn v gii hn di

Nhng mc gii hn kim tra bn trn v bn di c xc nh bng cch cho php mt qu trnh hot ng bnh thng v sau dng

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cng thc ton hc phn tch cc kt qu. Mi qu trnh u c s bin i. Qu trnh cng c iu chnh tt th cng t c sai lch khi mc trung bnh. W.E. Deming cho rng c hai loi bin i: Th nht l nhng g xy ra kt qu t nhiu nguyn nhn nh: nhng bin ng nh trong kh nng ca cng nhn, tnh r rng ca cc th tc v phng php lm vic, cng sut my mc v thit b, v.v.. y l nguyn nhn chung v thng ch c th cp qun l mi thay i c. Th hai l nhng dng bin i khc thng d loi tr hn. Chng hn: Mt ci my h hng, mt cng nhn khng c o to m li c t vo v tr cng vic, nguyn vt liu b khuyt tt do nh cung cp giao cho. W.E. Deming gi nhng th ny l nguyn nhn c bit. Trn biu kim tra, chng l nhng im nm ngoi mc gii hn. Cng thc cho cc mc gii hn kim tra c thit b mang li s cn bng kinh t gia vic thng xuyn tm kim cc nguyn nhn c bit khi khng c nguyn nhn no v khng phi tm kim khi c th pht hin mt nguyn nhn c bit. C th ci tin tt nht mt h thng khi cc nguyn nhn c bit c loi tr v c a vo kim tra bng thng k. Lc , cc nh qun l c th tin hnh lm vic mt cch hiu qu trn h thng, tm kim nhng phng thc rt gim s bin ng. Mt khi khng ch c h thng, cc biu kim tra c th c s dng gim st nhm pht hin ngay lp tc khi c iu g sai st xy ra l nguyn nhn c bit. Nhng cng nhn vn hnh trong dy chuyn sn xut c th ghi nhn d liu v hnh ng ngng dy chuyn sn xut nu c th c. im cn thit khng c nm ngoi cc gii hn s cho chng ta bit hnh ng. Nhng dch chuyn t ngt hoc nhng xu hng r rt nm trong cc mc gii hn cng l cc tn hiu xem xt.

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Biu kim tra c hai loi chnh, c s dng ty theo bn cht ca d liu. Mt dng cho d liu c th o lng c: chiu di, nhit , m lng, p lc, in p. Loi kia dng cho d liu c th m c: cc thnh phn khim khuyt, nhng sai li v in n, nhng mt hng thiu nhn. Trong biu kim tra thi gian i xe, d liu c tp hp v ghi nhn theo tun l (1, 2, 3). Mc trung bnh c tnh ton cho mi tun l cng vi phm vi: l hiu s gia thi gian di nht v ngn nht. Tng ng l X v R. Trong bc th hai, ngi ta tnh trung bnh v phm vi ca cc trung bnh hng tun v trung bnh cc phm vi, tng ng l X v R. Trong bc th ba, ngi ta tnh cc mc gii hn kim tra bn trn v bn di cho c X v R, bng cch s dng h s nhn c xc nh bng thng k tnh ton cho cc mc gii hn kim tra trung bnh (A 2) v cc mc gii hn kim tra ca phm vi (D3 v D4) c t vo mt cng thc. lp mt biu kim tra thi gian n vn phng, chng ta c th tin hnh nh sau: Bc 1: Thi gian i lm (Pht) AM
1 55 75 65 80 80 71 25 2 90 95 60 60 55 72 40 3 100 75 75 65 65 76 35 4 70 110 65 60 60 73 50 Tun l 5 55 65 95 70 70 71 40 6 75 85 65 65 65 71 20 7 120 110 65 85 70 90 55 8 65 65 90 90 60 74 30 9 70 85 60 65 75 71 25 10 100 80 65 60 80 77 40

Pht

X R

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Bc 2:

X = 74,6 R = 36 n =5
Bc 3 : UCL X = X + A2 R = 74,6 + (0,58) (36) = 74,6 + 20,88 = 95,48 LCL X = X - A2 R = 74,6 - 20,88 = 53,72 UCL R = D4 R = (2,11) (36,0) = 75,96 LCL R = D3 R =0 Bc 4 : Thi gian i lm A.M

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Bi?u ? X 100 95 90 85 80 75 70 65 1 2 3 4 5 6 7 8 9 UCL=75 75 70 65 60 55 50 45 40 35 30 25 1 2 3 4 5 6 7 8 9 LCL=53

X

UCL=95

= 74

= 74

LCL=0

bc th t, d liu c v ln biu . y c gi l biu X ngang v R v c s dng khi d liu c th o lng c. Biu ny thng dng nht trong tt c cc biu kim tra. Qu trnh ny nm trong tm kim sot bi v khng c im no ri ra ngoi mc gii hn trn v di v khng c dng c bit. Nu c im

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nm ngoi, im c gi l mt nguyn nhn c bit. C l c mt s bin c lm tr gi i lm. Trong th nghim ht mu ca mnh, W. E. Deming s dng biu P, P vit tt cho ch Proportion (t l) bi v d liu l cc s ht m c hoc cc khuyt tt. Cc biu kim tra biu hin bng hnh nh kh nng bin i trong mi qu trnh. Khong mt na s im s trn trung bnh v mt na bn di. Ngi ta c th tm cch gim thiu s bin ng bng cch loi tr cc ngun gy bin ng, nhng s khng bao gi loi b c hon ton s bin ng. Tuy nhin, chng ta cn phi c gng thc hin im th 5: Khng ngng ci tin h thng sn xut v dch v..

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KT LUN

Mt hc thuyt ni chung, hc thuyt qun l ni ring lun gn vi nhng iu kin thc tin nht nh v pht huy hiu qu trong iu kin thc tin . Vic vn dng, ko di hc thuyt qun l ra khi bi cnh ca n lun a li hai hu qu nng n: Th nht, hc thuyt qun l khng pht huy c u im ca n hay ni cch khc, nhng u im tr thnh nhng hn ch. Th hai, ng yn trong nh ho quang ca qu kh lm cho con ngi khng nhn ra c nhng t tng, hc thuyt mi v do , tr nn lc hu v khoa hc v thc tin. Pht hin v trng dng nhn ti lun l mt nhn t quyt nh s thnh cng hay tht bi ca cc quc gia hay cc t chc. Song, trt di theo nhng thi quen c, thnh qu c li thng lng qun nhn ti. Ch khi no bc vo khng hong, li ch b sm hi th lc ngi ta mi ngh n nhn ti. t nc Hoa k lun l ni thu ht nhn ti ca th gii nhng sau chin tranh th gii ln th II, do trt di theo Ch ngha Taylor nn li lng qun mt nhn ti trong qun l: W.E. Deming. V trong cn b cc, ngi Nht cho n ng vi tinh thn Nht Bn v nn s thn k Nht Bn t nhng nm 1970s. Vi xu chui ht v gii hn trn, gii hn di, W.E. Deming tip cn n mt trit l trong qun l: Con ngi lm vic v hot ng trong h thng v h thng quyt nh h lm vic nh th no ch khng phi l c nhn h. Ch cp qun l mi thay i c h thng v h phi chu trch nhim chnh v hiu sut lm vic ca i ng nhn vin.

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Tm ngi cp di truy trch nhim cho bt k mt sai li no l thi quen ca cc nh qun l c in. S hi s bp nght s sng to. S hi b trng pht nhng sai li nn ngi lao ng khng sng to, thm ch che du nhng khuyt tt ca h thng. Do , quan liu l xu hng tt yu ca cc nh qun l c in. H qun l v dng ngi nh mt cng c: gt b mi cm xc, mi quan h mang tnh c nhn ring t tun th cht ch nhng ch dn v th tc. Cch qun l khng c c s ng gp sng to ca ngi lao ng cho t chc. Kim tra khu cui cng ca qu trnh hot ng, kim tra cht lng ca sn phm khu cui khng lm cho chic bnh to hn. Hy kim tra tng khu ca ton b qu trnh, tm nguyn nhn v khng ngng ci tin h thng mi thc s em li cht lng v mi lm ra chic bnh to hn. Sai li c th xy ra bt k khu no ca qu trnh ch khng phi ch ngi lao ng. Nhn thc ci tt yu , gt b s s hi, khi dy lng t ho ngi lao ng t do ng gp tr tu sng to cho t chc. Mt t chc lun tn ti xung t gia mc tiu, li ch ngn hn trc mt v mc tiu, li ch lu di. T duy nhim k, ngn hn, trc mt lun dn n xu hng gii quyt xung t ny theo mc tiu v li ch trc mt, khng u t ng mc cho tng lai. Thay v nhng khu hiu, li h ho v nhng ng vin kiu bnh v, cc nh qun l hy quan tm o to nhn vin, ch dn phng php lm vic cho h, to iu kin v quan tm n h. Ch trng nh gi thnh tch khuyn khch hot ng ngn hn s hn ch hoc ph hng k hoch lu di. Chng khng gim bt ri ro, gy s hi, chia r nhm lm vic, v khin ngi ta tranh ginh nhau gii thng. Kt qu l mt cng ty c cc vn kh khn rc ri. Nhn vin lm vic cho chnh h, khng phi lm vic cho cng ty.

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Cc nh qun l nn v ch nn tin khi c d liu chn thc. iu quan trng hn l ngi qun l phi bit c, hiu c, din dch c nhng d liu tm ra nguyn nhn v xu hng ca n. Ch tin vo Cha. Mi th khc chng ta phi dng n d liu. Mt trong nhng ni dung ca thng ip ny l lun thc tin mi l tiu chun ca chn l.

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DANH MC TI LIU THAM KHO

1. Aguayo, Rafael (1991). Dr. Deming: The American Who Taught the Japanese About Quality. Fireside edition. ISBN 0-671-74621-9. OCLC 229201675. 2. Deming, W. Edwards (1986). Out of the Crisis. MIT Press. ISBN 0911379-01-0. OCLC 13126265. 3. Deming, W. Edwards (2000). The New Economics for Industry, Government, Education (2nd ed.). MIT Press. ISBN 0-262-54116-5. OCLC 44162616. 4. Gabor, Andrea (1992). The Man Who Discovered Quality: How W. Edwards Deming Brought the Quality Revolution to America. Penguin. ISBN 0-14-016528-2. OCLC 154134300. 5. Perry Gluckman, Diana Reynolds Roome, "Everyday Heroes: From Taylor to Deming: The Journey to Higher Productivity" SPC Press, Inc. (March 1990) ISBN 0-945320-07-8 6. Kilian, Cecelia S (1992). The World of W. Edwards Deming - 2nd Edition. SPC Press, Inc. ISBN 0-945320-29-9. OCLC 28504460. 7. William J. Latzko, David M. Saunders, "Four Days with Dr. Deming: A Strategy for Modern Methods of Management" Prentice Hall PTR (January 26, 1995) ISBN 0-201-63366-3 8. Mann, Nancy (1989). Keys to Excellence: The Story of the Deming Philosophy - 3rd Edition. Prestwick Books. ISBN 1-85251-097-8. OCLC 59892273. 9. Neave, Henry R (1990). The Deming Dimension. SPC Press, Inc. ISBN 0-945320-08-6. OCLC 22890202.

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10.Scherkenbach, William W (1991). Demings Road to Continual Improvement. OCLC 24791076. 11.Shewhart, Walter A (1939). Statistical Method from the Viewpoint of Quality Control. Dover Publications December 1, 1986. ISBN 0486-65232-7. OCLC 13822053. 12.Walton, Mary (1986). The Deming Management Method. The Putnam Publishing Group. ISBN 0-399-55000-3. OCLC 13333772. 13.Nguyn Minh nh, Nguyn Trung tn, Phm Phng Hoa (1996): Qun l c hiu qu theo phng php Deming (Phn nguyn l), Nxb Thng k. 14. Vin Nghin cu v o to v qun l (2002): Tinh hoa qun l, Nxb Lao ng x hi, H Ni, Nguyn Cnh Cht dch v bin son. SPC Press, Inc. ISBN 0-945320-10-8.

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