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GII THIU H THNG QUN L CHT LNG THEO TIU CHUN ISO 9001:2008
TI CNG TY TNHH MTV PHN BN DU KH C MAU (PVCFC)
NI DUNG
Ngy Chng trnh
Gii thiu chung Cht lng v tin trnh pht trin 8 nguyn tc qun l cht lng B tiu chun ISO 9000 Mt s khi nim Chng 1: Phm vi Chng 2:Tiu chun trch dn Chng 3:Thut ng v nh ngha Chng 4: H thng qun l cht lng Chng 5: Trch nhim ca lnh o Chng 6: Qun l ngun lc
Ngy 2
Ngy 1
MC CH V CHNG TRNH CA KHA O TO 1- Hiu r yu cu ca tiu chun ISO 9001:2008 2- N bt phng php trin kh i HTQLCL theo tiu Nm h h t i khai th ti chun ISO 9001:2008
9/12/2012
H THNG TCH HP
Chnh sch
Mc tiu
Chng trnh
Nhng ri ro c ngha
Ch tiu
S th mn ha
Khch hng
2
Qun l ngun lc
4
o lng, phn tch, ci tin To sn phm
3 u vo u ra
Sn phm, Dch v
Ci tin lin tc
Xem xt ca lnh o
Khch hng
Cc yu cu
9/12/2012
Qa trnh (Process)
Sn phm (Product)
Tc ng mi trng (Impact)
Mi nguy (Hadzard)
Ri ro (Risk)
ISO l g ?
ISO : THE INTERNATIONAL ORGANIZATION FOR STANDARDIZATION
(THE INTERNATIONAL STANDARDS ORGANIZATION)
9/12/2012
1979
1987
1994
2000
2008
BS 5750
Ln 1
Chnh sa
Ln 2
Ln 3
10
1683
T chc Vit Nam t Chng ch ISO 9001: 2000 (t 01/01/2000-04/11/2009) Ngun: http://vpc.vn/ISO/
S S t chc
1600 1400 1200 1000 800 600 400 200 0 ISO 9001 ISO 14000 SA 8000 HACCP Tiu chun
Series1
Cc t chc nh gi Vit nam: BVQI, Quarcert, TUV, DNV, AFAQ.. 17O quc gia trn th gii p dng ISO 9000
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Khch hng
T chc
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QU TRNH XY DNG HT
Chng nhn nh gi ni b
T vn o to Lp k hoch Kho st
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Phn tch gi tr
M BO CHT LNG
TM NGUYN TC QUN L CL
S lnh o Quyt nh da vo s kin Quan h vi nh cung ng
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ISO 9000 HTQLCL C s v T vng H thng Qun l cht lng ISO 9001 ISO 9004
Hng dn ci tin Kt qu thc hin
Yu cu
ISO 19011
1 2 3 4
PHM VI TIU CHUN TRCH DN THUT NG V NH NGHA H THNG QUN L CHT LNG
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5 6 7 8
TRCH NHIM CA LNH O QUN L NGUN LC TO SN PHM O LNG, PHN TCH V CI TIN
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LI GII THIU
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LI GII THIU
LI GII THIU S tng thch vi cc h thng qun l khc ISO 14001 OHSAS Qun l ti chnh Qun l ri ro
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1. PHM VI 1.1 Khi qut TIU CHUN QUI NH CC YU CU I VI HTQLCL KHI MT T CHC CN : Chng t kh nng cung cp n nh sn phm p ng yu cu ch nh & tha mn khch hng
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2. Ngoi l:
+ Ch gii hn loi tr p dng trong phm vi iu khon 7 . + Khng nh hng n kh nng hay trch nhim trong vic cung cp sn phm : . p ng yu cu khch hng . . p ng cc yu cu thch hp .
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3. THUT NG V NH NGHA
S dng thut ng v nh ngha trong TCVN ISO 9000 (2005) Thut ng sn phm cng c ngha l Dch v
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CHT LNG
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3. THUT NG V NH NGHA
T CHC : n v p dng ISO 9000 BN CUNG NG : Ch cc n v hoc c nhn cung cp hng ho hoc dch v cho n v p dng ISO. D LIU : Cha ng thng tin nh tnh hoc nh lng. TI LIU : Bn ghi cha ng v / hoc truyn ti cc d liu. H S : Bng chng vic thc hin mt hot ng hoc mt hin tng H S CHT LNG : H s dng cung cp cc bng chng khch quan ca cc hot ng thc hin t c kt qu cht lng
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3. THUT NG V NH NGHA
QU TRNH : Tp hp cc hot ng c lin quan ln nhau hoc tng tc bin i u vo thnh u ra. SN PHM : Kt qu cc qu trnh. Trong tiu chun ny, Sn phm l: Sn phm d kin cung cp cho khch hng Mi u ra d kin l kt qu cc qu trnh to sn phm
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3. THUT NG V NH NGHA
H THNG: Tp hp cc yu t c lin quan ln nhau hay tng tc. H THNG QUN L: H thng thit lp chnh sch v mc tiu v t c cc mc tiu . H THNG QUN L CHT LNG: H thng qun l nh hng v kim sot mt t chc v cht lng.
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3. THUT NG V NH NGHA
Khch hng
Nh Cung ng
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3. THUT NG V NH NGHA
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CHNG 4
H THNG QUN L CHT LNG
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4.1 Yu cu chung 4.2 Yu cu v h thng ti liu 4.2.1 Khi qut 4.2.2 S tay cht lng 4.2.3 Kim sot ti liu 4.2.4 Kim sot h s
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1. Xy dng lp vn bn thc hin duy tr H thng qun l cht lng 2. Ci tin lin tc hiu lc ca h thng
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HNH NG
u vo
Sn xut/cung cp dch v
u ra
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Q u a T r n h
u ra
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Cc qu trnh qun l
Khch hng
u vo
Cc qu trnh to q sn phm
Khch hng
u ra
Cc qu trnh h tr
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KHCH H NG
QUN L NHN S
QUN L C S H TNG/THIT B
MUA SM
KHCH H NG
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v A
v B
Dv C
QTrnh A
Q Trnh B
Q Trnh C
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M t (5W + 1H): What: Who: How: Why: When: Where: Lm g ? Ai lm ? Lm nh th no ? Ti sao lm vy ? Khi no lm ? Lm u ?
Vn bn ch ra cch thc tin hnh mt cng vic hoc mt chui cng vic ca mt qu trnh
MC CH
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Khch hng
Sn phm B
8 . o lng, phn
tch v ci tin
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H s
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Cc ti liu ca HTQLCL phi c kim sot. sot. H s cht lng : mt loi ti liu c bit Lp th tc dng vn bn
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R rng
Ti liu phi c kim sot Ti liu li thi Ti liu bn ngoi Nhn bit v kim sot vic phn phi R rng, d nhn bit
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Trnh trng lp vi cc ti liu khc Thng nht ni dung vi cc b phn lin quan
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7. Biu mu/h s
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Sai
Kim tra
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- Bng li - S hnh nh - Hoc kt hp hai hnh thc NG NGI VIT : - Cn b c trch - Cn b qun l NG NGI DUYT : - Trng phng ban, t, i
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BI M BIU MU / FORM
Cung cp ng v nhng thng tin cn thit Tit kim c thi gian Kim sot c cng vic Khng trng lp thng tin phi ly gia cc n v.
Thng nht cch ghi chp R rng, y nhng y g cu/thng tin M ha, Kim sot Cch thc s dng (in bng tay hay my) y yu
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YU CU I VI BIU MU / FORM C I V BI M
Y & D C : y nhng yu cu cn thit v khong trng cho ngi s dng in vo. KHNG M H : M Nhng yu cu trn biu mu phi r rng, trnh gy gy p g, g y nhm ln cho ngi s dng. M HA V KIM SOT Cn quy nh k m hiu BM CCH S DNG : C th ghi chp bng tay hoc s dng phng tin lu tr in t, ..
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NG K TN V M TI LIU TI LI
Thng nht cch t m ti liu Lp danh sch tn v m ti liu cn c son tho ti cc /Ban/Phng V d: QT-PVCFC-01 QT-PVCFC-02
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H s
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VI VIT NH TH NO TH NO
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Thng hiu cc yu cu ca Tiu chun ISO 9001:2008. Hiu r hot ng thc t ca H thng qun l cht lng ca T chc.
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So snh ti liu v h s
H s
Kt qu, bng chng khch quan Lu gi, truy cp khi cn thit Qa kh V hn theo thi gian Khng th thay i
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CTY XXX
A1
A4
Phng/Ban:
T A
A2
A5
Tn FILE
M File: Trch nhim: 70
A3
T C T B
A6
CHNG5 CHNG5
TRCHNHIM CALNHO
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Cung cp bng chng v cam kt XY DNG THC HIN CI TIN thng xuyn hiu lc HTQLCL
1. Truyn t tm quan trng v p ng cc yu cu c 2. Thit lp Chnh sch cht lng Ch s 3. Thit lp cc mc tiu cht lng c 4. Thc hin vic xem xt ca Lnh o x 5. m bo sn c cc ngun lc c
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5.6.3 u ra ca xem xt
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6. QUN L NGUN LC
6.1 CUNG CP NGUN LC
XC NH V CUNG CP CC NGUN LC CN THIT : 1. Thc hin v duy tr HTQLCL 2. Thng xuyn nng cao hiu lc HTQLCL. 3. Tng s tha mn khch hng bng cch p ng cc yu cu ca khch hng .
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6. QUN L NGUN LC
6.2 Ngun nhn lc
Nhn din cc cng vic nh hng n yu cu sn phm Xc nh nng lc cn thit nh gi nhu cu Thc hin o to hay cc hnh ng khc Duy tr H s
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nh gi hiu lc
6. QUN L NGUN LC
6.2 Ngun nhn lc
PHI M BO NGI LAO NG NHN THC C : Mi lin quan Tm quan trng ca cc hot ng ca h ng gp i vi vic t c mc tiu cht lng
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6. QUN L NGUN LC
6.3 C s h tng
Xc nh Cung cp Duy tr
C S H TNG
T C S PH HP I VI
CC YU CU V SN PHM
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6. QUN L NGUN LC
6.4 Mi trng lm vic
XC NH V QUN L
MI TRNG LM VIC CN THIT T C S PH HP I VI
CC YU CU CA SN PHM
IU KIN LM VIC PHI AN TON
- Trang b BHL: Qun o BH, Nn.. Qu Nn.. - o to va kim tra an ton nh ky. to va ki ton ky
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7. TO SN PHM
7.1 Hoch nh vic to sn phm
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7. TO SN PHM
7.1 Hoch nh vic to sn phm (tt)
KHI THCH HP PHI XC NH:
1. Cc mc tiu cht lng 2. Cc yu cu i vi sn phm 3. Nhu cu thit lp : Cc qu trnh Ti liu Cung cp cc ngun lc 4. Cc hot ng kim sot cht lng Kim tra xc nhn Xc nhn gi tr s dng Cc hot ng theo di , o lng ot g t eo d g Kim tra th nghim sn phm Cc chun mc chp nhn
5. Cc h s cn thit cung cp cc bng chng Cc qu trnh thc hin Sn phm to thnh p ng cc yu cu 6. u ra ca hoch nh phi th hin ph hp vi phng php tc nghip ca t chc .
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7. TO SN PHM
7.2 Cc qu trnh lin quan ti khch hng
7.2.1 Xc nh cc yu cu lin quan n SP
Cn thit cho vic s dng c th
Yu cu khng c cng b
Ch nh
Sn phm
Yu cu t khch hng
Yu cu lut nh
Php lut
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7. TO SN PHM
7.2 Cc qu trnh lin quan ti khch hng Trc khi cam kt cung cp sn phm cho khch hng
PHI M BO: 1. Yu cu v sn phm c nh r 2. Mu thun trong hp ng / n t hng phi c gii quyt 3.Kh nng p ng cc yu cu nh 4.Yu cu khng bng vn bn phi c khng nh v chp nhn 5. KHI YU CU V SN PHM THAY I
Cc ti liu lin quan c sa i Cc c nhn lin quan nhn thc c thay th s th i
7. TO SN PHM
7.2 Cc qu trnh lin quan ti khch hng 7.2.3 Trao i thng tin vi khch hng
Xc nh v sp xp c hiu qu vic trao i thng tin vi khch hng c lin quan n : 1. Thng tin v sn p g phm 2. X l cc yu cu 3. Hp ng / n t hng 4. Cc sa i 5. Phn hi ca khch hng 6. Cc khiu ni ca khch hng
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7. TO SN PHM
7.3 Thit k v pht trin 7.3.1 Hoch nh thit k v pht trin
LP K HOCH
XC XC NH CC GIAI ON NH CC GIAI ON THIT K & PHT TRIN THIT K & PHT TRIN T T
TRCH NHIM - QUYN HN QUN Q L S TNG G O G CC G GIAO GIA NHM THAM D KT QU HOCH NH PHI C CP NHT MT CCH THCH HP TRONG QU TRNH THIT K & PHT TRIN KIM SOT TI LIU - H S THC HIN THIT K & PHT TRIN
KIM SOT
XEM XT
XC NHN GI TR S DNG
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7. TO SN PHM
7.3 Thit k v pht trin
7.3.2 u vo ca TK & PT
XC NH CC YU CU LIN QUAN N SN PHM
CHC NNG CH NH
LU H S
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7. TO SN PHM
7.3 Thit k v pht trin
7.3.3 u ra ca TK & PT P NG CC YU CU U VO CUNG CP THNG TIN THCH HP :
1. MUA HNG 2. SN XUT 3. CUNG CP DCH V 4. CHUN MC CHP NHN SN PHM 5. C TNH CT YU CHO AN TON & S DNG SN PHM
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7. TO SN PHM
7.3 Thit k v pht trin
7.3.2 U VO CA THIT K & PHT TRIN
XEM XT D LIU U VO
THC HIN CC GIAI ON THIT K SN PHM 7.3.4 XEM XT CC GIAI ON THEO HOCH NH O O C 7.3.5 KIM TRA XC NHN
SN PHM
7.3.6 XC NHN GI TR S DNG
THC HIN THEO CC B TR C HOCH NH KHI C TH, PHI TIN HNH 99 TRC KHI CHUYN GIAO KHI S DNG SN PHM
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7. TO SN PHM
7.3 Thit k v pht trin
7.3.7 Kim sot thay i TK & PT
XEM XT THC HIN CC GIAI ON THIT K SN PHM
SN PHM
THC HIN
7. TO SN PHM
7.4 Mua hng
7.4.1 Qu trnh mua hng
1. SN PHM MUA VO PH HP VI CC YU CU QUY NH. 2. CCH THC - MC KIM SOT (ngi cung ng v sn
7. TO SN PHM
7.4 Mua hng
7.4.1 Qu trnh mua hng (tt)
NH GI & LA CHN NGI CUNG NG
1. KH NNG CUNG CP PH HP YU CU T CHC 2. XC NH CHUN MC LA CHN 3. NH GI CHN 4. NH GI LI 5. DUY TR H S (4.2.4):
CC KT QU CA VIC NH GI MI HNH NG CN THIT PHT SINH T VIC NH GI
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7. TO SN PHM
7.4 Mua hng
7.4.2 Thng tin mua hng
THNG TIN MUA PHI MIU T SN PHM C MUA
NU THCH HP C TH BAO GM:
PHI M BO S THA NG YU CU MUA HNG QUI NH TRC KHI THNG BO CHO NGI CUNG NG
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7. TO SN PHM
7.4 Mua hng
7.4.3 Kim tra xc nhn SP mua vo
LP & THC HIN CC HOT NG : KIM TRA CC HOT NG KHC CN THIT
7. TO SN PHM
7.5 Sn xut v cung cp dch v
7.5.1 Kim sot SX & CCDV
KIM SOT
I. S SN C
LP K HOCH TIN HNH SN XUT CUNG CP DCH V 1. Cc thng tin m t c tnh sn phm g g 2. Cc hng dn cng vic khi cn 3. Cc thit b thch hp 4. Cc thit b theo di v o lng II. CC HOT NG LIN QUAN 5. Theo di o lng 6. Gii ta Giao hng Sau giao hng
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7. TO SN PHM
7.5 Sn xut v cung cp dch v
7.5.2 Xc nhn GTSD cc qu trnh SX&CCVD
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7. TO SN PHM
7.5 Sn xut v cung cp dch v
7.5.2 Xc nhn GTSD cc qu trnh SX&CCVD (tt) CHNG T KH NNG CA CC QU TRNH T C
Kt qu hoch nh
CHUN MC NH XEM XT V PH DUYT CC QU TRNH . PH DUYT THIT B V TRNH CON NGI S DNG CC PHNG PHP V TH TC CC YU CU V H S TI XC NHN GI TR S DNG
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7. TO SN PHM
7.5 Sn xut v cung cp dch v
7.5.3 Nhn bit v xc nh ngun gc
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7. TO SN PHM
7.5 Sn xut v cung cp dch v
7.5.4 Ti sn ca Khch hng
THNG BO & DUY TR H S NU MT MT, , H HNG HAY KHNG S DNG C NHN BIT KIM TRA XC NHN
PHI BO V
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7. TO SN PHM
7.5 Sn xut v cung cp dch v
7.5.5 Bo ton sn phm
PHI BO TON SN PHM V CC B PHN CU THNH CA SN PHM :
BO QUN
7. TO SN PHM
7.6 Kim sot thit b o lng
CUNG CP BNG CHNG V S PH HP CA SN PHM VI CC YU CU XC NH.
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7. TO SN PHM
7.6 Kim sot thit b o lng
2. DUY TR H S THIT B O LNG
Kim nh Hiu chun Kim tra xc nhn
1. PHI XC NH
3. NH GI GHI NHN
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7. TO SN PHM
7.6 Kim sot thit b o lng
7. TO SN PHM
7.6 Kim sot thit b o lng
Da trn cc chun o lng c lin kt vi : Chun o lng Quc gia Chun o lng Quc t
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THEO DI - O LNG S THA MN KHCH HNG L MT TRONG NHNG THC O MC THC HIN CA HTQLCL
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LU NH GI NI B
K hoch nh k nh gi ni b Thc hin cuc nh gi Ghi nhn & lp bo co nh gi chuyn trng on
Thng bo nh gi
Lu h s nh gi
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123
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T chc phi theo di v o lng cc c tnh ca sn phm kim tra xc nhn rng: rng: Cc yu cu v sn phm c p ng. ng.
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Nu khng : _ Phi c s ph duyt ca ngi c thm quyn . _ Nu c th, ca khch hng . th,
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126
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128
1. 2. 3. 4. 4
Chng minh s thch hp v hiu lc ca HTQLCL; nh gi s ci tin lin tc; tc; Kt qu o lng v theo di T cc ngun thch hp khc
PHN TCH
1. S tha mn ca KH 2. S ph hp ca SP 3. Cc c tnh v xu hng ca cc qu trnh v SP; 4. C hi cho hnh ng phng nga; nga; 5. Ngi cung ng (7.4) (7
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130
khng ph hp
khng ph hp tim n
HNH NG KHC PHC / PHNG NGA PHI TNG XNG VI NH HNG CA S KHNG PH HP, VN TIM N
PHI LP TH TC DNG VN BN
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Mc ch: loi b nguyn nhn ch: s KPH hin ti ngn nga s ti din
Tng ng
Lu h s
Xem xt
ng HKP
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Xc nh nguyn nhn nh gi s cn thit xut v thc hin hnh ng phng nga Xem xt
Mc ch: loi b nguyn nhn ch: s KPH tim n ngn nga s xy ra/xut hin ra/
Tng ng
Lu h s
ng HPN
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CM N S THEO DI CA QU V
135
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