Cu 1: nh gi CL ca SP, ta c th da trn 8 c tnh sau: - Tnh nng chnh: c tnh vn hnh chnh hay chc nng c bn ca SP - Tnh nng

g c bit: B sung cho chc nng c bn lm tng tnh hp dn ca dch v - tin cy: tin cy ca SP c o bng thi gian trung bnh xut hin h hng u tin, hay thi gian trung bnh gia nhng ln h hng - ph hp: Mc m thit k v cc c tnh vn hnh ca SP tun theo c nhng tiu chun ra - bn:(Tui th SP) L thi gian s dng SP trc khi n b gim gi tr n mc phi thay th m khng sa cha c - tin li: Thi lch s, kh nng, mc nhanh chng trong vic sa cha - Tnh thm m: Hnh dng SP, cm gic, m thanh, mi, v ca SP - Nhn thc: Khch hng khng phi lc no cng c thng tin y v c trng ca SP hay dch v, trong trng hp ny danh ting ca cng ty l c s duy nht h so snh. Cu 2: nh gi CL ca dch v, ta c th da trn 5 c tnh: - tin tng: l kh nng thc hin mt dch v ng nh ha v chnh xc - phn hi: L s sn sng gip khch hng v nhanh chng bt u vic cung cp dch v. - S m bo: Nhng phm cht ca nhn vin to lng tin cho khch hng - S thng cm: Quan tm ch n khch hng to cm gic thn thin, yn tm - S hu hnh: CSVC, thit b, vt dng, nhn vin. Cu 3: Cc bc pht trin ca cht lng nh nghin cu chia lch s pht trin ca cng tc QLCL thnh 4 giai on: 1. trc nm 1920 2. 1920-195 3. 1950-197 4. 1970-nay. Mi giai on pht trin u c nhng nt c trng v cc phng php QLCL ring. a. Trc nm 1920 Kim tra cht lng sn phm cui cng Kim tra l g? Kim tra l cng vic so snh c tnh ca SP vi cc tiu chun cho trc.

 Kim tra cht lng l hnh thc qun l cht lng sm nht. Chc nng kim tra c tch ring ra khi chc nng sn xut. Mc ch kim tra l m bo sn phm xut xng ph hp vi tiu chun. Hnh thc kim tra: kim tra CLSP cui cng ( hon chnh) u im: Phn bit r chnh phm v ph phm. Hn ch a SP km cht lng ti tay ngi tiu dng. To thc lm cht lng trong t duy ca ngi SX, nh qun l. Nhc im: Ch mi ch trng khu u ra. Gy lng ph ln trong SX. SP kim tra t cht lng, song cha chc tha mn yu cu th trng. Cn kim tra cht lng qu trnh sn xut, khc phc kp thi sai st, gim chi ph cho DN. b. Giai on 1920-1950 Kim sot cht lng qu trnh (QC-Quality Control) Kim sot cht lng qu trnh l kim sot, khc phc sai st ngay trong qu trnh to SP p ng cc yu cu v cht lng Cng c ch yu l s dng phng php thng k v phn tch s liu thng k. Cha ca phng php kim sot cht lng qu trnh l k s Walter thuc phng th nghim Bell Telephone. c. Giai on 1950-1970 Kim sot cht lng ton din (TQC-Total Quality Control) Mt s ghi nhn t thc tin: Cc k thut kim sot cht lng thng k (SQC) ch p dng rt hn ch trong khu vc sn xut, cn nhiu khu vc khc cha ng dng c. Nhiu SP t cht lng, nhng vn khng p ng c yu cu ca khch hng.

 Nm 1960, cng ty Sumitomo (Nht) t gii thng cht lng Deming, a ra mt trit l lm cht lng mi: Phm vi hot ng qun l cht lng cn c xc nh rng hn, bao trm t nh cung ng-DN-knh-tiu th. T tng TQC hnh thnh. d. T 1970 n nay Qun l cht lng ton din (TQM-Total Quality Management) TQM l phng php qun l da trn s tham gia ca tt c cc thnh vin ca t chc, ly khch hng lm trung tm, thc hin ci tin cht lng khng ngng nhm mc ch tha mn ti a nhng mong mun v k vng ca khch hng. T tng TQM n r M vo nhng nm 80 TK20 vi cc tn tui nh: Feigenbaum, Deming, Juran, Crosby. ng dng thnh cng u tin Ford Motor v Jonson&Jonson. c im ni bt ca t tng TQM l quan tm ton din n qu trnh lm cht lng: k c mt k thut cng nh kinh t, qun l ton b ngun lc DN, lin tc ci tin cht lng v KH. TQM khc phc c cc nhc im ca cc PP QLCL trc . Gim thiu ti a lng ph phm, phn u t zero-defect. Zero-defect: Ngnh in t Nht Bn: 1ph phm/triu SP. T l ny M: 1 /100.000 Vit Nam? (1/1000) Cu 5: Mt s bi hc kinh nghim v QLCL Bi hc th nht Phi bit nh gi ng tm quan trng ca cht lng trong i sng ca DN. Vn ca cht lng khng phi ch mi ngi khng bit n n, m chnh l ch h c tng l h bit (Philip Crosby). Bi hc th 2 Quan nim Cht lng l khng o c, khng nm bt c l quan nim sai lm. Trn thc t, cht lng hon ton c th lng ha c thng qua s ph hp ca n vi yu cu. Cht lng c th o gin tip qua chi ph khng cht lng.

Bi hc th 3 Quan nim Cht lng cao i hi chi ph ln khng phi lc no cng ng. Nu u t ng hng v qun l tt cht lng hon ton c th t c vi chi ph hon ton t. Hai nguyn tc c bn gip DN nng cao hiu qu u t vo cht lng: Lm ng ngay t u (DRFT Do Right the Fist Time). u t cho gio dc l loi hnh u t hiu qu nht trong cc loi u t cht lng.

Bi hc th 4 Quy li cht lng km cho ngi lao ng l mt sai lm nghim trng. Cht lng km, trc ht l do li ca nh qun l. Ngi ta phn nh t l chu trch nhim nh sau: ngi tha hnh: 25%; gio dc: 25%; lnh o: 50% (Php); M, ngi ta a trch nhim ca lnh o ln ti 8085%; Nht: 80%. Bi hc th 5 Cht lng c bo m nh kim tra y cng l mt quan nim sai lm. Kim tra khng to dng cht lng. Kim tra ch nhm phn loi, sng lc sn phm. Bn thn hot ng kim tra khng th ci tin cht lng c. Mun c cht lng th phi lm ng ngay t nhng khu u tin, c bit l khu thit k v chun b SX. Cc ng/c cho thy: 60-70% cc khuyt tt c pht hin ti xng l do TK v CBSX. Cu 6: Trnh t xy dng biu Pareto: 1) xc lp loi sai hng; 2) xc nh yu t thi gian ca th, s liu sai hng thuc khong thi gian no? 3) tng t l sai hng 100%, tnh t l cho tng loi sai hng; 4) sp xp t l sai hng theo th t gim dn; 5) tnh t l cng dn (tn sut tch ly); 6) v biu ; 7) phn tch biu .

Cu 7: so snh nguyn nhn ngu nhin v khng ngu nhin ca biu kim sot
Cc nguyn nhn ngu nhin (Nguyn nhn chung) Nhiu NN c nh hng chung Mi NN nh hng rt nh n s thay i Vic loi b s thay i v mt s NNNN ra khi QT l khng nn lm - Khi 1 QT ch cha cc NNNN th QT ang vn hnh n nh Cc nguyn nhn khng NN (Nguyn nhn c bit) Mt hoc vi NN c nhng nh hng ring Mi NN nh hng rt ln n s thay i Vic loi b s thay i v cc NNKNN ra khi QT l phi lm - Nu mt QT cha NNKNN th QT vn hnh ch cha nh

Cu 8: Cc bc c bn thit lp biu kim sot

Thu thp s liu. Chn t nht 20 mu (tt nht l trong khong 25 n 30 mu) theo cng mt chu k. Cn kch thc mu ty thuc vo tng trng hp c th m tun theo cc quy tc khc nhau. Lp bng v tnh ton mt s d liu nu cn thit Tnh ton gi tr ca ng trung tm, gii hn trn v di ca biu kim sot bng nhng cng thc thch hp v biu kim sot v cc s liu mu ln biu ny c s liu no nm ngoi gii hn kim sot khng ?( c hoc khng) C : tm ra cc nguyn nhn c bit gy ra trng thi ngoi kim sot. Sau cc im nm ngoi gii hn kim sot c loi b. tnh li ng trung tm, gii hn trn v di t nhng im nm trong gii hn kim sot. nhng im ny s xy dng mt biu mi. -> c s liu no nm ngoi gii hn kim sot hay khng (c th tip tc quay li ) nu khng -> biu kim sot vi ng trung tm v gii hn trn di c tnh trn s tr thnh chun kim sot qu trnh trong tng lai -> kt thc. Khng: biu kim sot vi ng trung tm v gii hn trn di c tnh trn s tr thnh chun kim sot qu trnh trong tng lai -> kt thc.
Cu 9: Cc thnh phn then cht ca TQM

Bn thnh phn then cht ca TQM Khch hng trung tm ca mi hot ng qun l. - Khch hng l tt c nhng ai s dng kt qu cng vic ca bn. - t mong mun v k vng ca khch hng ln hng u. Khng c KH th khng c DN. - Thit lp vn ha KD: th hin lng tn tm vi KH. - Xy dng h thng gi cht lng hng ha cao, n nh. Cch tt nht nhn ra mt DN c t cht lng ton din hay khng, hy xem DN giao tip vi KH nh th no? Ci tin lin tc Lin tc: tun th nhng tiu chun v cch lm hin hnh. Ci tin: tm kim nhng tiu chun cao hn v nhng cch tt hn thc hin cng vic. Phng thc thc hin ci tin lin tc Phi quan tm n tt c cc chi tit. Sng kin ci tin cn c th, r rng v hiu qu, trnh ni chung chung, h ho khu hiu. - S lng ci tin phi ln th mi c th a n hiu qu cn thit. - Thc hin ci tin lin tc trong khong thi gian di. - Phi c s tham gia ton din ca cc t, nhm trong ton DN. - Phn bit gia ci tin v i mi. Cam kt ton din Mi ngi, mi t nhm u phi tham gia vo qu trnh lm cht lng DN. Ba cng c c bn thc hin cam kt: S kin nh: nht qun, kin nh ca ngi qun l. Trao i thng tin: tp hun v TQM, thng xuyn trao i, rt kinh nghim. Tt c mi ngi u tham gia: tham gia vo qu trnh tm kim nhng tiu chun cao hn, cch thc gii quyt cng vic tt hn. Lm vic theo nhm v trao quyn Nhm cht lng thng c khong 6 ngi, cng c chung mt i tng cng vic, thng gp nhau tho lun v cht lng (1 tun/1 ln). Thnh vin ca nhm CL l t nguyn. Nhm lm vic phi c mc tiu. Mc tiu y/c phi: 1)c th; 2)o lng c; 3)thng nht trong nhm; 4)kh thi v 5)c thi hn nht nh. Lnh o tin tng v trao quyn cho cc nhm hoc c nhn t quyt nh cng vic ca mnh tm cch ci tin tt hn.

Cu 10: ni dung ca GMP Ni dung ca GMP

 Qui nh v nh xng v cc phng tin sn xut, ch bin: v tr, din tch, vt liu xy dng. Qui nh v v sinh nh xng: lm sch thng xuyn, bo qun cht nguy hi, kim sot vi sinh vt gy hi. Qui nh kim sot qu trnh: kim sot nguyn vt liu, hot ng sn xut kinh doanh. Yu cu v con ngi: iu kin sc khe, ch v sinh, gio dc, o to. Qui nh v kim sot, bo qun v phn phi. Cu 11: Cc nguyn tc ca HACCP Nguyn tc 1: Tin hnh xc nh mi nguy Nguyn tc 2: Xc nh cc CCP Nguyn tc 3: Thit lp gii hn ti hn Nguyn tc 4: Thit lp cc th tc kim sot cc im CCP Nguyn tc 5: Thit lp hnh ng sa cha Nguyn tc 6: Thit lp th tc thm tra Nguyn tc 7: Thit lp th tc lu gi h s Cu 12: Cc bc thc hin HACCP Bc 1: Thnh lp i HACCP Bc 2: M t sn phm Bc 3: Xc nh mc tiu s dng Bc 4: Xy dng s QTSX Bc 5: Thm tra ti ch QTSX Bc 6: Lit k & phn tch mi nguy (N/tc 1) Bc 7: Xc nh cc CCP (Nguyn tc 2) Bc 8: Thit lp ngng gii hn ti hn cho mi CCP (Nguyn tc 3) Cu 13: Li ch ca mt h thng ti liu QLCL l g?

 Xc nh r tng chc nng, trch nhim v cng vic ca tng b phn v c nhn trong DN. Gip nhn vin thc hin cng vic tt hn, trnh m h v cng vic. Ci tin nng cp mi quan h cng vic gia cc b phn ca DN. H thng ti liu cht lng s l c s xem xt nh gi thng k vic qun l CL DN. S dng h thng ti liu ny tin hnh o to nghip v cho nhn vin DN. To c s chng minh cho KH, c ng, c quan chc nng v nh u t v tnh khoa hc ca h thng QLCL ti DN. Th hin n lc ca DN nhm p ng nhu cu ca KH. Cu 14: nh gi cht lng bao gm nhng ni dung g? Loi hnh nh gi nh gi cht lng ni b Mc ch nh gi Nhm nhn c cc thng tin gip DN ci tin, phng nga, khc phc v hon thin HTQLCL Nhm xc nh DN c phi l mt nh cung cp tin cy khng. DN t c chng ch cht lng Ngi thc hin Chnh doanh nghip

nh gi ca bn th hai nh gi ca bn th ba

Khch hng ca DN Cc c quan nh gi c lp

nh gi cht lng ni b Cc thnh vin tham gia thng thng: T cng ty t vn; T cc phng ban trong ni b DN; i din khch hng

Cc bc thc hin: Thnh lp o to Thc hin Nghim thu kt qu

nh gi bn th hai c thc hin bi mt t chc hoc mt DN (thng l bn t hng) nhm nh gi xem DN c kh nng p ng cc yu cu ca KH hay khng? Loi hnh nh gia ny tn ti t rt lu, trc khi b tiu chun ISO 9000 ra i. Bn t hng c th s dng tiu chun ngnh (nu c) v cc yu cu cht lng ca ring mnh nh gi. nh gia ca khch hng l mt nc thang quan trng gip DN tin ti t tiu chun cht lng.

nh gi bn th ba Do mt c quan chng nhn c lp thc hin H thng qun l cht lng ca DN s c nh gi xem c tha mn cc yu cu tiu chun tham chiu hay khng? H thng cht lng ny c h tr hiu qu cho cng vic kinh doanh ca DN hay khng?
B KH & CN (MOST) Tng cc Tiu chun o lng Cht lng Vn phng cng nhn cht lng

Cc t chc chng nhn cht lng

S t chc dch v cng nhn ti vit nam Cu 15: Cc nguyn l c bn ca ISO 9000:2000 H thng qun l cht lng ISO9000:2000 c xy dng da trn 4 nguyn l c bn. H thng QLCL quyt nh cht lng SP CLSP c hnh thnh v quyt nh bi trnh ca h thng qun l cht lng. ISO 9000:2000: H thng qun l cht lng khuyn khch cc t chc phn tch yu cu ca khch hng, xc nh c cc qu trnh gip cho SP c khch hng chp nhn v gi cc qu trnh ny trong tm kim sot. Mt h thng QLCL c th cung cp c s cho vic ci tin khng ngng nhm tng kh nng tha mn khch hng v i tc. N to s tin tng cho t chc v khch hng v kh nng cung cp SP lun p ng cc yu cu.

Qun l theo qu trnh c SP cui cng t cht lng cn phi qun l tt cc qu trnh. Cc qu trnh chnh m bo CLSP DN may mc: Nghin cu th hiu v nhu cu KH; Thit k mu qun o ph hp vi yu cu; Mua nguyn liu ng vi y/c thit k; T chc sx hiu qu; Kim tra qui cch SP ph hp vi TC thit k; Vn chuyn, giao bn SP; Phc v sau bn hng. ISO 9000:2000 - mt DN hot ng hiu qu, cn phi xc nh v qun l rt nhiu hot ng lin kt vi nhau. Mt hot ng dng nhiu ngun lc v c qun l nhm c th chuyn u vo thnh u ra, c xem l mt qu trnh. Thng thng u ra t mt qu trnh s to ra u vo ca mt qu trnh k tip. Li ch ca qun l theo qu trnh: Kim sot lin tc; Kp thi pht hin v khc phc sai hng; To iu kin cho mi ngi tham gia vo qu trnh ci tin cht lng. Phng nga hn khc phc Tiu ph 1 ng cho phng nga trong vic pht trin sn phm s tit kim c 10000 ng chi ph cho vic khc phc sai hng. Genichi Taguchi (Nht Bn). Trong ISO 9000:2000 nguyn l ny c th hin iu khon 8.5 (Hot ng phng nga v khc phc), trong qui nh r cc DN phi xy dng v duy tr cc vn bn th tc cho vic thc hin cc hot ng phng nga v khc phc. Chi ph ca cc hng -t thu hi v sa cha li thit k. Lm ng ngay t u Nguyn l ny c hnh thnh t quan im: sn phm tt c hnh thnh t cc yu t u vo khng c li. Hu qu s ra sao nu khi qun o tr em c bn trn th trng, NSX mi pht hin cht liu vi s gy d ng v lm vim da cho tr. Trong ISO 9000:2000, nguyn l ny c th hin cc iu khon v Kim sot thit k (iu 7.3.); Kim sot mua hng (7.4.); Nhn bit v xc nh ngun gc SP (7.5.3).

Cu 16: ngha c bn ca ISO 9000

 m bo cht lng, t chc cn thc hin tt v kim sot cht ch mt h thng qun l cht lng c lp thnh vn bn. - Nhng vic cn lm: Thit lp h thng Vit thnh vn bn T chc thc hin theo vn bn Duy tr s lm vic ca h thng n nh v hiu qu. - Qui trnh thc hin: Vit ra nhng g cn lm Lm ng nhng g vit Lu gi h s v nhng g lm, nht l khi c s khng ph hp gia vit v lm. - ISO 9000:2000 l b tiu chun QLCL c p dng rng ri nht trn TG, nhng khng c ngha l duy nht. Ngoi ISO DN c th p dng km thm SA8000, HACCP, GMP -