Khoa Qun tr kinh doanh

Bi ging: Qun l
cht lng
Chng IV: H thng qun l
cht lng

I. HTQLCL:
1.2 Phn loi cc HTQLCL?
- Cc h thng QLCL theo tiu
chun ca T chc quc t
(ISO)

CAC LOAI CHNG NHAN VE

TRNH O QUAN LY
PHU HP VI QUY NH CUA
THE GII
ISO 9001/2:1994

am bao chat lng oi vi khach hang ben

ngoai.
(Quality system Quality assurance for external customer)

ISO 9001:2008

He thong quan ly chat lng Cac yeu cau

(Quality Management System Requirements)

ISO 14001:2004

He thong quan ly moi trng EMS (Environment

Management System)

GMP

Thc hanh san xuat tot (Good Manufacturing Practices)

HACCP

Phan tch moi nguy hai, iem kiem soat ti han

(Hazard Analysis and Critical Control Point)

SA 8000

Trach nhiem xa hoi (Social Accountibility)

SQF 2000

Thc pham chat lng an toan (Safe Quality Food)

BRC 2005

Tieu chuan hiep hoi nhng nha ban le Anh quoc

(Bristish retail consortium)

ISM - Code

Quy nh ve quan ly an toan quoc te oi vi tau

bien va dan khoan di ong.
(International Safety
Management Code)

OHSAS 18001:1999

He thong anh gia an toan & benh nghe nghiep

3
(Occupationnal Heath & Safety Assessment Series)

I. HTQLCL:
1.3 Vai tr ca HTQLCL:
- m bo cht lng
sn phm, dch v.
- Ci tin cc qu
trnh, cng vic, cht
lng sn phm.
- Gim cc chi ph cht
lng.
- Nng cao thc
ngi lao ng.
4

GII THIEU VE TO
CHC ISO
ISO ?
International quoc te
Organization to chc
for
Standardization tieu chuan hoa
Hay :To Chc Tieu Chuan Hoa
Quoc Te

ISO 9000
9000: So hieu tieu chuan
ISO

9001:
Ten TC So hieu

2008
Nam BH

VD: ISO 9001:1994; ISO 14001:1996;

Note: ISO 9001:2000 thay the TC ISO
9001/2:1994

Phin bn u tin ban hnh nm

1987
Phin bn th 2 ban hnh nm
1994
Phin bn th 3 ban hnh nm
2000
Phin bn th 4 ban hnh nm
2008
7

Vi du
- Gang tay phau thuat at ISO
10282:1994
- Lay mau kiem tra theo ISO
2859:1991

TCVN 5756:2001

II. HTQLCL ISO 9000

Lch s hnh thnh

T chc ISO c thnh lp nm 1947
Tr s ti Geneva
c p dng hn 180 nc
Vit Nam l thnh vin chnh thc nm 1977

II. HTQLCL ISO 9000

2.1 Nguyn tc qun l cht lng ca ISO
9000

Nguyn tc 1: nh hng vo khch

hng:
Cc t chc tn ti ph thuc vo
khch hng ca minh, do h
cn phi hiu cc nhu cu hin
ti v tng lai ca khch hng,
p ng cc yu cu v phn
u vt s mong i ca h.

10

II. HTQLCL ISO 9000

2.1 Nguyn tc qun l cht
lng ca ISO 9000
Nguyn tc 2: Vai tr lnh
o.
- Lnh o thit lp s thng nht
gia mc ch v phng
hng ca t chc, to lp v
duy tr mi trng ni b li
cun cc thnh vin t c
cc mc tiu ca t chc

11

II. HTQLCL ISO 9000

2.1 Nguyn tc qun l cht
lng ca ISO 9000
Nguyn tc 3: S tham gia
ca mi ngi.
- L yu t quan trng cho
thnh cng ca vic p dng
cc gii php qun l cht
lng; trc tip bin cc mc
tiu cht lng thnh hin
thc.
12

II. HTQLCL ISO 9000

2.1 Nguyn tc qun l
cht lng ca ISO 9000
Nguyn tc 4: Tip cn
theo qu trnh:
- Cc t chc cn phi kim
sot ton b u vo ca
qu trnh (con ngi, my
mc, nguyn liu, phng
php).
- V cn phi thit lp s
kim sot thch hp i vi
nhng bin i
13

II. HTQLCL ISO 9000

2.1 Nguyn tc qun l cht lng
ca ISO 9000
Nguyn tc 5: Tip cn theo h
thng:
Vic xc nh, hiu v qun l cc
qu trnh c lin quan ln nhau nh
mt h thng s em li hiu lc v
hiu qu ca t chc nhm t c
cc mc tiu ra.

14

II. HTQLCL ISO 9000

2.1 Nguyn tc qun l
cht lng ca ISO 9000
Nguyn tc 6: ci tin
lin tc
Ci tin lin tc phi
c coi l mt mc tiu
thng trc ca t chc.

15

II. HTQLCL ISO 9000

2.1 Nguyn tc qun l cht
lng ca ISO 9000
Nguyn tc 7: Ra quyt nh
da trn d liu
Mi quyt nh c hiu
lc c da trn vic phn
tch d liu v thng tin

16

II. HTQLCL ISO 9000

2.1 Nguyn tc qun l cht
lng ca ISO 9000
Nguyn tc 8: Mi quan h
cng c li vi nh cung ng:
T chc v cc nh cung
ng ph thuc ln nhau,
mi quan h hai bn cng
c li to iu kin cho
vic nng cao kh nng
ca c hai bn trong vic
to gi tr

17

II. HTQLCL ISO 9000

2.2 Ni dung ca B tiu chun ISO
9000
B tiu chun v qun l cht lng.
a ra cc nguyn tc qun l.
Tp trung vo vic phng nga/ci
tin.
Ch a ra cc yu cu cn p ng.
p dng cho tt c cc loi hnh t
chc.

18

Li ch p dng ISO 9000

Vi Khch hng:
c cung cp cc sn phm v dch
v tha mn cc yu cu v vt s
mong i.
C nim tin i vi nh sn xut (Cc
t chc).

19

Li ch p dng ISO 9000

Vi c nhn:
- Cung cp mt phng php lm vic tt.
- Phn r trch nhim v quyn hn.
- C c hi hc hi v chia s kinh nghim

20

Li ch p dng ISO 9000

i vi t chc:
To nn mng cho sn phm c cht
lng.
Tng nng sut, gim gi thnh.
Tng kh nng cnh tranh
Tng uy tn ca t chc
Tch lu v pht huy cc kinh
nghim v b quyt lm vic tt
Nng cao thc ngi lao ng
p ng cc yu cu lut nh

21

Li ch p dng ISO 9000

i vi t chc:
Cung cp phng tin
thc hin cng vic ng
ngay t u.
Do the Right thing Right at the
first time

22

H thng cht lng Lin tc ci tin

Trch nhim
Lnh o

K
H
C
C
H
H

N
G

C
Y

U
C

Qun l
Ngun lc

u vo

H thng tai liu

To
sn phm

o lng,
Phn tch,
Ci tin

T
H

A
M

K
H

C
H
H

u ra

Sn phm

23

Cu trc ca tiu chun ISO 9000

4 H thng
qun l
cht lng

4.1 Cc yu cu
chung

4.2 Cc yu cu
h thng ti liu

5 Trch
nhim lnh
o

6 Qun l
ngun lc

Cam kt ca
lnh o

Cung cp
ngun lc

nh hng
khch hng

Ngun nhn
lc

Chnh sch cht

lng

C s h tng

Hoch nh
Trch nhim,
quyn hn v
thng tin

Mi trng
lm vic

7 To sn
phm

8 o lng,
phn tch v
ci tin

Hoch nh
cht lng

Cc yu cu
chung

Cc qu trnh
lin quan ti
khch hng

Gim st v o
lng

Thit k v
pht trin

Kim sot sn
phm khng ph
hp

Mua hng
Sn cut v
cung cp
dch v

Phn tch d liu

Ci tin

Xem xt ca lnh
o
24

H Thng Tai Liu

4.2 Cac yeu cau lap van ban chung
Van ban he thong quan ly chat lng phai
bao gom
nhng cong bo bang van ban ve chnh
sach chat lng va muc tieu chat lng,
so tay chat lng,
cac thu tuc bang van ban va cac ho s
theo yeu cau cua Tieu chuan Quoc te
nay,
cac tai lieu, ke ca ho s a c xac
nh bi to chc la can thiet nham am
bao viec hoach nh, tac nghiep va kiem
soat co hieu lc cac qua trnh cua to
chc
25

Chinh sach cht lng

a) thch hp vi muc ch cua to chc;
b) bao gom viec cam ket tuan thu cac
yeu cau va cai tien thng xuyen tnh
hieu lc cua he thong quan ly chat
lng,
c) tao ra khuon kho e thiet lap va
xem xet cac muc tieu chat lng;
d) c thong at va thau hieu trong to
chc, va
e) c xem xet e luon thch hp.

26

Muc Tiu Cht Lng

Lanh ao cao nhat phai am bao
cac muc tieu chat lng, ke ca nhng
ieu can thiet e ap ng cac yeu
cau oi vi san pham (xem 7.1.a), c
thiet lap cac bo phan chc nang va
cac cap co lien quan trong to chc. Cac
muc tieu chat lng phai o c va
nhat quan vi chnh sach chat lng

27

H Thng Tai Liu

4.2 Cac yeu cau lap van ban chung
Van ban he thong quan ly chat lng phai
bao gom
nhng cong bo bang van ban ve chnh
sach chat lng va muc tieu chat lng,
so tay chat lng,
cac thu tuc bang van ban va cac ho s
theo yeu cau cua Tieu chuan Quoc te
nay,
cac tai lieu, ke ca ho s a c xac
nh bi to chc la can thiet nham am
bao viec hoach nh, tac nghiep va kiem
soat co hieu lc cac qua trnh cua to
chc
28

S Tay Cht Lng

To chc phai thiet lap va duy tr so
tay chat lng bao gom
a) pham vi cua he thong quan ly chat
lng, ke ca cac noi dung va s ly giai
oi vi bat ky viec ngoai le nao (xem
1.2),
b) cac thu tuc dang van ban c thiet
lap cho he thong quan ly chat lng,
hoac vien dan en chung, va
c) mo ta s tng tac gia cac qua
trnh trong he thong quan ly chat lng.

29

H Thng Tai Liu

4.2 Cac yeu cau lap van ban chung
Van ban he thong quan ly chat lng phai
bao gom
nhng cong bo bang van ban ve chnh
sach chat lng va muc tieu chat lng,
so tay chat lng,
cac thu tuc bang van ban va cac ho s
theo yeu cau cua Tieu chuan Quoc te
nay,
cac tai lieu, ke ca ho s a c xac
nh bi to chc la can thiet nham am
bao viec hoach nh, tac nghiep va kiem
soat co hieu lc cac qua trnh cua to
chc
30

Thu Tuc Bng Vn Bang

Thu tuc bang van ban phai c thiet
lap
C 6 th tuc bt but:
k 4.2.3
k 4.2.4
k 8.2.2
k 8.3
k 8.5.2
k 8.5.3

31

Va h s

Xem 4.2.4
Co 20 im bu
t phai lu h s
5.6.1
6.2.2 e
7.1 d
7.2.2
7.3.2
7.3.4
7.3.5
7.3.6
7.3.7
7.4.1
7.5.2
7.5.3
7.5.4
32

Va h s
Xem 4.2.4
Co 20 im bu
t phai lu h s
7.6a
7.6
8.2.2
8.2.4
8.3
8.5.2
8.5.3

33

H Thng Tai Liu

4.2 Cac yeu cau lap van ban chung
Van ban he thong quan ly chat lng phai
bao gom
nhng cong bo bang van ban ve chnh
sach chat lng va muc tieu chat lng,
so tay chat lng,
cac thu tuc bang van ban va cac ho s
theo yeu cau cua Tieu chuan Quoc te
nay,
cac tai lieu, ke ca ho s a c xac
nh bi to chc la can thiet nham am
bao viec hoach nh, tac nghiep va kiem
soat co hieu lc cac qua trnh cua to
chc
34

Tai liu va h s cn thit

Th nao la tai li
u cn thit va h s cn thit?

35