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SO TAY CHAT LNG

MUC LUC
Trang

CHNG M AU Gii thieu ve Cong ty 5

CHNG 1 Pham vi ap dung 7
Pham vi 7
Loai tr 7
CHNG 2 Tieu chuan tham khao 8
CHNG 3 Thuat ng va nh ngha 8
CHNG 4 He thong quan ly chat lng 9
Cac yeu cau chung 9
Yeu cau ve he thong tai lieu
9
CHNG 5 Trach nhiem cua lanh ao 11
Cam ket cua lanh ao 11
Hng vao khach hang 11
Chnh sach chat lng 12
Hoach nh 12
Trach nhiem quyen han va trao oi thong tin 13
Xem xet cua lanh ao 15
CHNG 6 Quan ly nguon lc 16
Cung cap nguon lc 16
Nguon nhan lc 16
C s ha tang 16

Moi trng lam viec 16

CHNG 7 Tao san pham 18
Hoach nh viec tao san pham 18
Cac qua trnh lien quan en khach hang 18
Thiet ke va phat trien 18
Mua hang 19
San xuat va cung cap dch vu 19
Kiem soat phng tien theo doi va o lng
20
CHNG 8 o lng, phan tch va cai tien 21
Khai quat 21
Theo doi va o lng 21
Kiem soat san pham khong phu hp
22
Phan tch d lieu 23
Cai tien 23

CHNG M AU
GII THIEU VE CONG TY

Ten Cong ty :
a ch :
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ien thoai :
Fax :
Email :

I. S hnh thanh Cong ty

II. Cac san pham, dch vu chu yeu:

III. nh hng phat trien trong giai oan t nay en nam 201x:
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CHNG 1
PHAM VI AP DUNG

- So tay chat lng nay nham xac nh va mo ta He thong quan ly

chat lng cua Cong ty. He thong quan ly chat lng cua Cong ty
c mo ta trong so tay nay ap ng theo tieu chuan TCVN ISO
9001:2000.

- Trong so tay nay cung mo ta trach nhiemquyen han cua cac can bo
quan ly va nhan vien oi vi chat lng, cach thc ap ng cua
Cong ty oi vi cac yeu cau cua tieu chuan TCVN ISO 9001:2000 va
cach thc ap ng cac yeu cau cua khach hang cung nh ap ng
cac yeu cau cua luat nh.

- So tay nay c kiem soat theo Thu tuc kiem soat tai lieu.

1. Pham vi ap dung:

- He thong quan ly chat lng c mo ta trong So tay chat lng nay

c xay dng va ap dung tai Tru s cua Cong ty tai so: va chi nhanh
tai so.

- He thong quan ly chat lng c mo ta trong STCL nay c xay

dng va ap dung cho cac hoat ong san xuat, gia cong cac san pham
nganh det, nhuom, theu, may.

2. Cac loai tr:

- Hien Cong ty khong co qua trnh ac biet, nen Cong ty khong xem xet
cac van e lien quan e xac nh gia tr s dung theo 7.5.2.
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CHNG 2
TIEU CHUAN THAM KHAO

- Tieu chuan TCVN ISO 9000:2000: He thong quan ly chat lng C s va

t vng.

- Tieu chuan TCVN ISO 9001:2000: He thong quan ly chat lng Cac yeu
cau.

- Tieu chuan TCVN ISO 9004:2000: He thong quan ly chat lng Hng
dan cai tien.

CHNG 3
THUAT NG VA NH NGHA

Cac thuat ng s dung trong so tay nay phu hp vi tieu chuan TCVN ISO
9000:2000.

1. Cac ch viet tat:

Cong ty :
STCL : So tay chat lng
He thong : He thong quan ly chat lng cua Cong
Chuoi cung ng : Mo ta moi lien he gia cac ben lien quan:

Ben cung ng <-----> To chc <-----> Khach hang

CHNG 4
HE THONG QUAN LY CHAT LNG
4.1 ap ng cac yeu cau chung:
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Cong ty cam ket thc hien xay dng, lap van ban, thc hien, duy tr He
thong quan ly chat lng va thng xuyen nang cao hieu lc cua He thong
theo cac yeu cau cua Tieu chuan TCVN ISO 9001:2000.
Viec ap dung va tuan thu tieu chuan c thc hien bang cach:
a) Nhan biet cac qua trnh can thiet trong He thong va ap dung chung trong
toan bo Cong ty (Xem phan phu luc 1);
b) Xac nh trnh t va moi tng tac cua cac qua trnh nay (Xem phan phu
luc 2);
c) Xac nh cac chuan mc va phng phap can thiet e am bao viec tac
nghiep va kiem soat cac qua trnh nay co hieu lc;
d) am bao s san co cua cac nguon lc va thong tin can thiet e ho tr
hoat ong tac nghiep va theo doi cac qua trnh nay;
e) o lng, theo doi va phan tch cac qua trnh nay; va
f) Thc hien cac hanh ong can thiet e at c ket qua d nh va cai
tien lien tuc cac qua trnh nay.
Cac qua trnh c quan ly tuan thu theo cac yeu cau cua tieu chuan
TCVN ISO 9001: 2000.
Hien nay Cong ty khong s dung cac qua trnh t ben ngoai. Khi co cac
qua trnh c chon t nguon ben ngoai e phuc vu cho He thong, cac qua
trnh nay c xac nh va kiem soat theo mo ta muc 7.4.
4.2 Tai lieu cua He thong:
4.2.1 Khai quat:
Cac tai lieu cua He thong dung e mo ta He thong, xac nh cac
chuan mc, cac phng phap can thiet e am bao viec xac nh, thc hien,
kiem soat, va ieu hanh cac qua trnh mot cach co hieu lc.
Cac tai lieu cua He thong bao gom:
a) Cac van ban cong bo ve chnh sach chat lng va muc tieu chat
lng;
b) So tay chat lng;
c) Cac thu tuc dang van ban theo yeu cau cua Tieu chuan TCVN ISO
9001:2000;
d) Cac tai lieu can co cua Cong ty e am bao viec hoach nh, tac
nghiep va kiem soat co hieu lc cac qua trnh cua Cong ty; va
e) Cac ho s theo yeu cau bi Tieu chuan TCVN ISO 9001:2000.
Cac tai lieu c bien soan vi hnh thc n gian, de hieu, thuan li
cho viec s dung va ung vi thc te cua Cong ty.

Cau truc tai lieu cua he thong c mo ta nh sau:

Chnh sach chat lng

So tay chat lng 1

4
3
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Cac Thu tuc

Cac tai lieu Hng dan tac nghiep,

cac Qui nh, Ke hoach, Muc tieu,
Tieu chuan, Ban ve, S o.

Cac loai Ho s ,cac Bieu mau

4.2.2 So tay chat lng:

So tay chat lng nay c lap nham xac nh va mo ta He thong
quan ly chat lng cua Cong ty.
4.2.3 Kiem soat tai lieu:
Cong ty lap va duy tr Thu tuc kiem soat tai lieu e kiem soat moi tai
lieu trong He thong theo yeu cau cua tieu chuan TCVN ISO 9001:2000.
4.2.4 Kiem soat ho s:
Cong ty lap va duy tr Thu tuc kiem soat ho s e qui nh cach
thc xac nh, thu thap, lu tr, bao quan, sap xep, truy cap, s dung, va
huy bo cac ho s chat lng.
4.3 Tai lieu lien quan:
- Thu tuc kiem soat tai lieu: 0087
- Thu tuc kiem soat ho s: 0085
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CHNG 5
TRACH NHIEM CUA LANH AO

5.1 Cam ket cua lanh ao:

Tong Giam oc Cong ty cam ket xay dng va thc hien He thong quan
ly chat lng va viec cai tien thng xuyen hieu lc cua He thong bang
cach:
a) Truyen at cho toan the cac thanh vien trong Cong ty ve tam quan trong
cua viec ap ng khach hang cung nh cac yeu cau ve phap luat va
che nh trong cac cuoc hop xem xet cua lanh ao, trong cac chng trnh
ao tao va trong cac cuoc hop lien quan en san xuat kinh doanh cua
Cong ty;
b) Thiet lap chnh sach chat lng cua Cong ty;
c) Ch ao cac cap quan ly xay dng muc tieu chat lng phu hp vi chnh
sach chat lng;
d) Chu tr cuoc hop xem xet cua lanh ao e xem xet va quyet nh ch ao
kp thi He thong. am bao He thong c duy tr co hieu qua va lien
tuc c cai tien;
e) am bao san co cac nguon lc e thc hien, duy tr, cai tien he thong
va thoa man khach hang.
Tai lieu lien quan:
Thu tuc xem xet cua lanh ao: 0021
5.2 Hng vao khach hang:
Tong Giam oc cung cac thanh vien trong ban lanh ao Cong ty
am bao rang cac nhu cau cua khach hang c xac nh va ap ng
nham nang cao s thoa man khach hang.
Cac hoat ong xac nh nhu cau nham e nang cao s thoa man
khach hang bao gom:
- Cac hoat ong nghien cu th trng;
- Cac hoat ong trao oi thong tin vi khach hang nh Hoi ngh khach hang,
tham do y kien khach hang, hoi thao, hoi ch, trien lam, gii thieu san
pham;
- Cac hoat ong xuc tien ban hang, giai quyet cac y kien, thac mac cua
khach hang.
nh hng khach hang cung c xem xet trong cuoc hop xem xet
cua lanh ao e am bao thch hp trong tng thi ky.
Cac nhu cau c chuyen thanh cac yeu cau cu the trong cac qua
trnh cua Cong ty. He thong quan ly chat lng c hoach nh va thc
hien e am bao cac yeu cau nay c ap ng, qua o am bao cac
yeu cau cua khach hang c ap ng.
Cac yeu cau cua khach hang c truyen at tng ng moi cap
trong Cong ty e moi ngi thau hieu va thc hien ay u, qua o am
bao va nang cao s thoa man cua khach hang.
Tai lieu lien quan:
- Thu tuc xem xet cua lanh ao: 0021
- Hng dan thu thap va x ly thong tin cua khach hang: 0122

5.3 Chnh sach chat lng:

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Tong Giam oc Cong ty la ngi xac lap chnh sach chat lng cua
Cong ty. c trnh bay trang 1 STCL.
5.4 Hoach nh:
5.4.1 Muc tieu chat lng:
Cac muc tieu chat lng c xay dng e cu the hoa viec thc
hien chnh sach chat lng va e thc hien cai tien lien tuc he thong.
Tong Giam oc Cong ty trc tiep ch ao, phan cong viec xay dng
va phe duyet cac muc tieu chat lng cua Cong ty. Cac muc tieu nay bao
gom ca nhng ieu lien quan en viec thoa man khach hang, He thong,
cac qua trnh va cac yeu cau lien quan en san pham.
Cac muc tieu chat lng c xay dng theo nguyen tac:
Cu the Thc te Kha thi anh gia c Nhat quan vi chnh sach
chat lng .
Viec xay dng, ieu chnh cac muc tieu c e cap va xem xet
trong cac cuoc hop xem xet cua lanh ao va cac cuoc hop bat thng
khac. Cac muc tieu chung cua Cong ty c xay dng va trien khai ra bang
cac muc tieu cu the cua cac Bo phan trong Cong ty. Trng cac Bo phan
trc tiep ch ao viec xay dng muc tieu cua Bo phan mnh.
Muc tieu chat lng c kiem soat theo Thu tuc kiem soat tai lieu.
5.4.2 Hoach nh He thong quan ly chat lng:
Tong Giam oc Cong ty trc tiep ch ao, phan cong viec hoach
nh He thong quan ly chat lng cua Cong ty. Viec hoach nh nay nham
ap ng ay u yeu cau neu trong noi dung 4.1 cua tieu chuan TCVN ISO
9001:2000.
Viec hoach nh He thong quan ly chat lng bao gom viec xac nh
cac qua trnh cua He thong, cac phng phap, chuan mc tac nghiep,
kiem soat, va cac nguon lc can thiet e thc hien.
Khi hoach nh va trien khai thc hien, tnh nhat quan cua toan He
thong c duy tr vi bat ky thay oi nao trong noi dung c hoach nh.
Ket qua viec hoach nh c lap thanh van ban di dang: So tay
chat lng, cac Thu tuc, cac Hng dan, Tieu chuan, Ke hoach hanh
ong, Ke hoach chat lng, cac S o
5.5 Trach nhiem, quyen han va trao oi thong tin:
S O TO CHC CUA CONG TY
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5.5.1 Trach nhiem va quyen han:

1. Tong Giam oc Cong ty:
- Lap va cong bo chnh sach chat lng;
- am bao viec thiet lap cac muc tieu chat lng;
- Chu trach nhiem ve moi van e lien quan en chat lng;
- Ch ao toan bo cac hoat ong cua Cong ty;
- Ch ao viec truyen at trong toan Cong ty ve tam quan trong cua viec
ap ng khach hang cung nh cac yeu cau cua phap luat va cac che
nh;
- ieu hanh cuoc hop xem xet cua lanh ao;
- am bao san co cac nguon lc;
- Phan cong trach nhiem va quyen han cho cac Trng bo phan.

2. Trach nhiem va quyen han cac v tr con lai:

Trach nhiem va quyen han cac v tr khac trong Cong ty c qui nh

trong tai lieu Qui nh ve chc nang, nhiem vu va mo ta cong viec cua
Cong ty ma so: 0201 va cac tai lieu khac cua He thong. Trong Quyet nh
nay xac nh trach nhiem, quyen han va moi quan he cua nhan vien trong
tat ca moi van e lien quan en chat lng.
Moi nhan vien khi vao lam viec trong Cong ty eu c gii thieu ve
trach nhiem va quyen han cua mnh va cac v tr lien quan.

5.5.2 ai dien lanh ao:

Tong Giam oc Cong ty ch nh mot lanh ao cap cao lam ai Dien

Lanh ao, ngoai cac nhiem vu khac, ai Dien Lanh ao co trach nhiem sau
ay:
- am bao cac qua trnh can thiet cua He thong quan ly chat lng c
thiet lap, thc hien va duy tr;
- Bao cao cho lanh ao cao nhat ve ket qua hoat ong cua He thong quan ly
chat lng va moi nhu cau cai tien; va
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- am bao thuc ay toan bo Cong ty nhan thc c cac yeu cau cua khach
hang;
- Lien he vi ben ngoai ve van e lien quan en He thong quan ly chat
lng cua Cong ty;
- Lap lch va ke hoach anh gia chat lng noi bo;
- e xuat cac bien phap nham ngan nga viec xuat hien s khong phu hp
oi vi san pham, qua trnh va He thong quan ly chat lng;
- Tham tra xac nhan viec thc hien cac giai phap;
- Phat hien va lap ho s moi van e ve san pham, qua trnh va He thong
quan ly chat lng;
- e xuat, kien ngh hoac cung cap cac giai phap thc hien;
- Kiem soat viec x ly tiep theo, phan phoi san pham khong phu hp cho en
khi khuyet tat hoac ieu kien khong thoa man c khac phuc;
- Phoi hp cac Phong chc nang e thc hien cac cong viec khac cua Cong
ty,

MA TRAN TRACH NHIEM

Cong ty

K NOI DUNG BT DL PTC P P XN P XN

G /Ba HC Ke KHK QL
n toa D CL
ISO n
4 He thong quan ly chat lng
4.1 Cac yeu cau chung C H
4.2 Cac yeu cau ve he thong tai
lieu
4.2. Khai quat C H
1
4.2. So tay chat lng C H
2
4.2. Kiem soat tai lieu C H H H H H H
3
4.2. Kiem soat ho s C H H H H H H
4
5 Trach nhiem cua lanh ao
5.1 Cam ket cua lanh ao C H
5.2 Hng vao khach hang C H H H H
5.3 Chnh sach chat lng C H H H H H H H
5.4 Hoach nh HTQLCL
5.4. Muc tieu chat lng C H H H H H H H
1
5.4. Hoach nh he thong quan ly C H
2 chat lng
5.5 Trach nhiem quyen han va trao
oi thong tin
5.5. Trach nhiem va quyen han C H H
1
5.5. ai dien lanh ao C
2
5.5. Trao oi thong tin noi bo C C H H H H H
3
5.6 Xem xet lanh ao
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5.6. Khai quat C

1
5.6. au vao cua viec xem xet C C H H H H H H
2
5.6. au ra cua viec xem xet C C H H H H H H
3
6 Quan ly nguon lc
6.1 Cung cap cac nguon lc C H
6.2 Nguon nhan lc C H
K NOI DUNG BT DL PTC P P XN P XN
G /Ba HC Ke KHK QL
n toa D CL
ISO n
6.3 C s vat chat C H H H
6.4 Moi trng lam viec C H
7 Tao san pham
7.1 Hoach nh viec tao san pham C H H H
7.2 Cac qua trnh lien quan en
khach hang
7.2. Xac nh cac yeu cau lien quan C C H C
1 en san pham
7.2. Xem xet cac yeu cau lien quan C C H C
2 en san pham
7.2. Lien lac vi khach hang H H C C H H
3
7.3 Thiet ke va phat trien
7.3. Hoach nh thiet ke va phat C H C
1 trien
7.3. au vao cua thiet ke va phat C H C
2 trien
7.3. au ra cua viec nghien cu va C H C
3 phat trien
7.3. Xem xet thiet ke va phat trien C H C
4
7.3. Kiem tra xac nhan thiet ke va C H C
5 phat trien
7.3. Xac nhan gia tr s dung cua C H C
6 thiet ke va phat trien
7.3. Kiem soat thay oi thiet ke va C H C
7 phat trien
7.4 Mua hang
7.4. Qua trnh mua hang C C C
1
7.4. Thong tin mua hang C C C
2
7.4. Kiem tra xac nhan san pham C C C
3 mua vao
7.5 San xuat va cung cap dch vu
7.5. Kiem soat hoat ong san xuat H C C
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1 va cung cap dch vu

7.5. Xac nhan gia tr s dung cua
2 cac qua trnh cung cap san xuat
va dch vu
7.5. Nhan biet va xac nh nguon C H C
3 goc
7.5. Tai san cua khach hang H C H C
4
7.5. Bao toan san pham C C
5
7.6 Kiem soat phng tien theo doi C C
va o lng
K NOI DUNG BT DL PTC P P XN P XN
G /Ba HC Ke KHK QL
n toa D CL
ISO n
8.1 Khai quat C H C C
8.2 Theo doi va o lng
8.2. S thoa man cua khach hang C C H H H
1
8.2. anh gia noi bo C C H H H H H H
8
8.2. Theo doi va o lng cac qua C C H H H H H H
3 trnh
8.2. Theo doi va o lng san pham C C C
4
8.3 Kiem soat san pham khong phu C C C
hp
8.4 Phan tch d lieu C H H H H H H
8.5. Cai tien thng xuyen C C H H H H H H
1
8.5. Hanh ong khac phuc C C H H H H H H
2
8.5. Hanh ong phong nga C C H H H H H H
3
* C: chnh, H: ho tr

5.5.3 Thong tin noi bo:

Cach thc trao oi thong tin trong Cong ty c Qui nh trong cac tai lieu
cua He thong. Theo o, trach nhiem cung cap, x ly thong tin c qui nh
theo chc nang nhiem vu.
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Cac hnh thc truyen at thong tin khac co the thong qua:
- Cac cuoc hop, cac lp huan luyen, ao tao;
- Cac thong bao, bao cao bang van ban hay bang li trc tiep.
ai dien lanh ao co trach nhiem am bao cac thong tin trong noi bo
Cong ty c thong suot, va cac thong tin ve hoat ong cua He thong c
chuyen en Lanh ao.

Tai lieu lien quan:

- Ban qui nh chc nang nhiem vu va mo ta cong viec cac bo phan cua
Cong ty.
- Qui nh ve viec quan ly thong tin, d lieu tren may vi tnh.
- Ma tran trach nhiem, quyen han oi vi viec thc hien He thong quan ly
chat lng.

5.6 Xem xet cua lanh ao:

Cac cuoc hop xem xet cua lanh ao c trieu tap e anh gia toan
bo He thong quan ly chat lng va nham nang cao tnh hieu lc va hieu
qua cua He thong quan ly chat lng.
Tai lieu lien quan:
Thu tuc xem xet cua lanh ao: 0021
Thu tuc kiem soat ho s: 0085
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CHNG 6
QUAN LY NGUON LC
6.1 Cung cap nguon lc:
Ban Giam oc Cong ty xac nh va cung cap ay u cac nguon lc
can thiet e thc hien, duy tr va thng xuyen nang cao hieu lc cua He
thong quan ly chat lng, va nham tang s thoa man khach hang bang
cach ap ng cac yeu cau cua khach hang.
Viec xem xet cac nguon lc co the c thc hien nh ky trong
cuoc hop xem xet cua lanh ao hoac xem xet t nhng e xuat cu the
trong tng ke hoach, d an.
Nhu cau ve nguon lc c xem xet, xac nh tren c s nhu cau e
thc hien muc tieu chat lng, d an va xem xet anh gia ket qua thc
hien cong viec.
Viec quyet nh ve nguon lc c uy quyen ti tng cap quan ly
theo ban Qui nh trach nhiem va quyen han.
6.2 Nguon nhan lc:
Lanh ao cao nhat cua Cong ty am bao moi can bo cong nhan
vien phai c ao tao thch hp e co u nang lc am nhiem cong
viec c giao.
Tai lieu lien quan:
Thu tuc Tuyen dung va ao tao: 0044
6.3 C s ha tang:
C s ha tang cua Cong ty c xac nh bao gom:
a) Nha ca, khong gian lam viec va cac phng tien kem theo;
b) Trang thiet b (ca phan cng va phan mem); va
c) Dch vu ho tr (nh van chuyen, trao oi thong tin).
Nhu cau ve c s ha tang c ap ng thong qua cac ke hoach duy tu,
bao dng trang thiet b, nha xng, ke hoach xay dng c ban, ke hoach
au t trang thiet b, mat bang, kho bai.
Viec xay dng ke hoach ap ng nhu cau c s ha tang do cacPhong
chc nang thc hien theo ch ao cua Ban Tong Giam oc va bien ban cuoc
hop xem xet cua lanh ao.
Tai lieu lien quan:
Thu tuc bao tr thiet b: 0073
6.4 Moi trng lam viec:
Cong ty xac nh va quan ly moi trng lam viec can thiet e at
c s phu hp oi vi cac yeu cau cua san pham, cac yeu to cua moi
trng lam viec bao gom:
- am bao anh sang ay u, t the lam viec cua nhan vien phu hp,
khong gian lam viec u e thao tac;
- Nhiet o moi trng, thong gio, o am, tieng on, khoi bui, mui hoi,
va cac chat oc hai anh hng en sc khoe cua ngi lao ong;
- Mat bang sach se, trang b ay u c s phu, ve sinh cho ngi lao
ong;
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- Moi trng kho bai va ni san xuat ao bao ieu kien e khong lam
anh hng hay suy giam chat lng san pham;
- Duy tr moi quan he than thien, oan ket trong toan Cong ty.
Viec anh gia moi trng lam viec c thc hien nh ky hang
nam theo ke hoach kiem tra moi trng cua C quan y te. Bo phan van
phong va Tram Y te can c theo ket qua kiem tra va khuyen cao cua c
quan kiem tra e e xuat cac bien phap thch hp va lap ke hoach to
chc thc hien.
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CHNG 7
THC HIEN SAN PHAM
7.1 Hoach nh viec tao san pham:
Cong ty lap ke hoach va trien khai cac qua trnh can thiet oi vi
viec tao san pham. Hoach nh viec tao san pham phu hp vi cac yeu
cau cua cac qua trnh khac trong he thong quan ly chat lng.
Khi hoach nh, Cong ty xac nh nhng ieu sau:
a) Cac muc tieu chat lng va cac yeu cau oi vi san pham, cac yeu
cau nay bao gom cac yeu cau xac nh trong cac tai lieu at hang/mi
thau cua khach hang, cac yeu cau ky thuat/tieu chuan san pham, cac
mau oi chng, va cac yeu cau Luat nh co lien quan;
b) Xac nh cac qua trnh, tai lieu can thiet va viec cung cap cac nguon lc
cu the e thc hien san pham;
c) Cac hoat ong kiem tra xac nhan va xac nhan gia tr s dung, cac hoat
ong theo doi, kiem tra va th nghiem cu the oi vi san pham va cac
chuan mc chap nhan san pham;
d) Cac ho s can thiet e cung cap bang chng rang cac qua trnh thc hien
va san pham tao thanh ap ng cac yeu cau.
Ket qua hoach nh viec thc hien san pham the hien di dang: Ban
ve, cac loai Ke hoach, Thu tuc, Hng dan, Tieu chuan, Bieu mau.
Tai lieu lien quan:
Thu tuc lap ke hoach va trien khai san xuat: 0119

7.2 Cac qua trnh lien quan en khach hang:

Viec thc hien cac yeu cau lien quan en san pham va viec xem
xet cac yeu cau o c xac nh trong thu tuc nay e am bao moi
yeu to lien quan en san pham a c giai quyet trc khi ky ket hp
ong.
Tai lieu lien quan:
Thu tuc xem xet hp ong: 0101
Thu tuc ghi nhan va x ly y kien, khieu nai cua khach hang: 0122

7.3 Thiet ke va phat trien:

Hien nay cong ty thiet ke va phat trien san pham theo cac bc sau:
- Hoach nh cho viec phat trien san pham;
- Xem xet cac yeu cau au vao;
- Xem xet va xac nh viec ap ng au ra cua phat trien;
- Xem xet anh gia kha nang ap ng;
- Kiem tra xac nhan;
- Xac nh gia tr s dung neu can thiet;
- Kiem soat cac thay oi neu co phat sinh xay ra.

Tai lieu lien quan: Hng dan cong vien thiet ke va phat trien san pham:
0210

7.4 Mua hang:

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Cac Nha cung cap nguyen lieu, phu lieu, dch vu ho tr c anh gia
tren c s ap ng c cac yeu cau chat lng cac san pham, dch vu mua
vao nham bao am cac san pham, dch vu nay phu hp vi cac yeu cau
san xuat. T o, thiet lap danh sach cac nha cung cap c xet duyet e
trnh Tong Giam oc quyet nh chon Nha cung ng e mua hang hoa, dch
vu.
Tai lieu lien quan:
Thu tuc mua hang hoa, dch vu: 0096
7.5 San xuat va cung cap dch vu:
7.5.1 Kiem soat san xuat va cung cap dch vu:
Cong ty lap ke hoach va thc hien viec san xuat va cung cap dch vu
trong ieu kien c kiem soat. Cac ieu kien c kiem soat bao gom:
a) S san co cac thong tin mo ta cac ac tnh cua san pham;
b) Cac Hng dan cong viec tai cac cong oan cua san xuat luon san co
e am bao moi nhan vien thc hien ung cong viec;
c) Cac trang thiet b phu hp luon san co;
d) Cac phng tien theo doi va o lng thch hp cac giai oan kiem tra;
e) Thc hien viec giam sat va o lng cac qua trnh theo ung ke hoach
kiem soat qua trnh va ke hoach kiem tra th nghiem;
f) Thc hien cac hoat ong thong qua, giao hang va cac hoat ong sau giao
hang theo Qui nh cua cong ty va theo nhng thoa thuan vi khach hang;
Tai lieu lien quan:
Thu tuc lap ke hoach va trien khai san xuat: 0119
Thu tuc bao toan va giao san pham: 0073
Thu tuc bao quan tiep nhan tai san khach hang: 0112

7.5.2 Cong ty khong co qua trnh ac biet nao trong qua trnh san xuat,
trng hp phat sinh them qua trnh ac biet, cong ty se thc hien theo
yeu cau cua tieu chuan ISO 9001:2000.
7.5.3 Nhan biet va xac nh nguon goc:
Viec nhan biet san pham c thc hien thong qua: mo ta hnh
dang, ten goi, ky ma hieu, v tr, bao b, tem, nhan dan tren bao b va san
pham.
Cac trang thai o lng cua san pham bao gom: Cha kiem tra, ang
kiem tra, kiem tra roi va khong at, kiem tra roi va at, ch x ly, loai
bo. Cac trang thai nay c nhan dang thong qua bang bao, v tr, vat
cha, phieu kiem tra, tem chat lng, ch ky.
Viec xac nh nguon goc khi co yeu cau c thc hien thong qua
cac ho s lien quan trong qua trnh hoat ong, tem chat lng, ma so, ngay
san xuat.
Tai lieu lien quan:
Hng dan nhan biet va xac nh nguon goc san pham: 0188, 0189,
0190, 0191
7.5.4 Tai san cua khach hang:
Cong ty qui nh cach thc va trien khai gn gi tai san cua khach
hang khi chung thuoc s kiem soat cua Cong ty hay ang c Cong ty s
dung. Cong ty am bao viec nhan biet, kiem tra xac nhan, bao ve tai
san do khach hang cung cap e s dung hoac e hp thanh san pham.
Bat ky tai san nao cua khach hang b mat mat, h hong hoac c phat
hien khong phu hp cho viec s dung, eu c thong bao cho khach
hang va cac ho s c duy tr theo Thu tuc kiem soat ho s.
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Tai lieu lien quan:

Thu tuc tiep nhan va bao quan tai san cua khach hang: 0112
7.5.5 Bao toan san pham:
Cong ty qui nh va thc hien cac bien phap e bao toan s phu
hp cua san pham trong suot cac qua trnh noi bo va giao hang en v tr
a nh. Viec bao toan nay bao gom nhan biet, xep d, bao goi, lu gi
va bao quan.
Viec bao toan cung phai ap dung vi cac bo phan cau thanh cua
san pham.
Tai lieu lien quan:
Thu tuc bao toan va giao san pham: 0073
7.6 Kiem soat cac thiet b theo doi va o lng:
Cong ty trien khai xac nh viec theo doi va o lng can thc hien,
cac phng tien theo doi va o lng can thiet e cung cap bang chng
ve s phu hp cua san pham oi vi cac yeu cau a xac nh.
Cong ty thiet lap cac qua trnh e am bao rang viec theo doi va
o lng co the tien hanh va c tien hanh mot cach nhat quan vi
cac yeu cau theo doi va o lng.
Tai lieu lien quan:
Thu tuc hieu chuan, kiem soat thiet b o: 0105
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Chng 8
O LNG, PHAN TCH VA CAI TIEN
8.1 Khai quat:
Cong ty hoach nh va trien khai cac qua trnh theo doi, o lng, phan
tch va cai tien can thiet
a) e chng to s phu hp cua san pham;
b) e am bao s phu hp cua He thong quan ly chat lng; va
c) e thng xuyen nang cao tnh hieu lc cua He thong quan ly chat lng;
Cac ky thuat thong ke c ap dung e ho tr them cho qua trnh o
lng, phan tch va cai tien.
Tai lieu lien quan:
Thu tuc anh gia noi bo ma so:0015
Thu tuc ap dung ky thuat thong ke ma so: 0127
8.2 Theo doi va o lng:
8.2.1 S thoa man cua khach hang:
Cong ty to chc thu thap va phan tch cac thong tin ve s chap nhan
cua khach hang ve viec Cong ty co ap ng yeu cau cua khach hang hay
khong, coi o nh mot trong nhng thc o mc o thc hien cua He thong
quan ly chat lng. Cong ty xac nh cac phng phap e thu thap va s
dung cac thong tin nay.
S thoa man cua khach hang co the c anh gia thong qua:
- Th phan cua Cong ty;
- Ch so khach hang lap lai;
- S phan nan cua khach hang;
- Cac yeu cau bao hanh, bao tr;
- Cac giai thng do cac hiep hoi ai dien cho khach hang to chc;
- Phan tch cac thong tin thu thap c t cac y kien/khieu nai cua khach
hang.
Tai lieu lien quan:
Hng dan thu thap va x ly thong tin cua khach hang ma so: 0122
Thu tuc ap dung ky thuat thong ke ma so: 0127
8.2.2 anh gia noi bo:
anh gia chat lng noi bo nham t phat hien nhng khong phu
hp e khac phuc va cai tien chat lng am bao phu hp so vi nhng
yeu cau cua Tieu chuan va cac Thu tuc tai lieu va am bao hieu lc
cua He thong.
Tai lieu lien quan:
Thu tuc anh gia noi bo: 0015
Thu tuc hanh ong khac phuc va phong nga: 0027
8.2.3 Theo doi va o lng cac qua trnh:
Cong ty ap dung cac phng phap thch hp cho viec theo doi va, khi
co the, o lng cac qua trnh cua He thong quan ly chat lng. Cac
phng phap nay e chng to kha nang cua cac qua trnh e at c
cac ket qua a hoach nh. Khi khong at c cac ket qua theo hoach
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nh, phai tien hanh khac phuc va hanh ong khac phuc mot cach thch
hp e am bao s phu hp cua san pham.
Cac phng phap theo doi va o lng cac qua trnh co the c
thc hien thong qua:
- Giam sat viec kiem soat cac thong so qua trnh;
- Theo doi xu hng phat trien cua cac san pham khong phu hp;
- Phan tch cac y kien cua khach hang trong qua trnh s dung san pham;
- Thc hien anh gia hieu lc cac qua trnh theo ke hoach hoac ot xuat;
Tai lieu lien quan:
Thu tuc ap dung ky thuat thong ke: 0127
Thu tuc theo doi, o lng cac qua trnh: 0130
8.2.4 Theo doi va o lng san pham:
Cong ty theo doi va o lng cac ac tnh cua san pham e kiem
tra xac nhan rang cac yeu cau ve san pham c ap ng. Viec o
lng va giam sat nay phai c tien hanh tai nhng giai oan thch hp
cua qua trnh tao san pham theo cac sap xep hoach nh t khi nhan san
pham, trong qua trnh tao san pham en khi kiem tra cuoi cung trc khi
nhap kho giao cho khach hang.
Ho s kiem tra th nghiem c duy tr theo Thu tuc kiem soat ho s.
Cac ho s nay cung ch ra ngi co quyen han trong viec thong qua san
pham.
Ch c thong qua san pham va chuyen giao dch vu khi a hoan
thanh thoa ang cac hoat ong theo hoach nh, neu khong phai c phe
duyet cua ngi co tham quyen va, neu co the, cua khach hang.
Tai lieu lien quan:
Thu tuc lap Ke hoach va trien khai san xuat: 0119
Thu tuc kiem tra o lng san pham: 0128
8.3 Kiem soat san pham khong phu hp:
Cong ty thiet lap va thc hien Thu tuc kiem soat san pham khong
phu hp e am bao rang san pham khong phu hp vi cac yeu cau
c nhan biet va kiem soat e phong nga viec s dung hoac chuyen
giao vo tnh.
Tai lieu lien quan:
Thu tuc kiem soat san pham khong phu hp: 0115
8.4 Phan tch d lieu:
Cong ty ap dung cac ky thuat thong ke e xac nh, thu thap va
phan tch cac d lieu tng ng e chng to s thch hp va tnh hieu lc
cua He thong quan ly chat lng va anh gia xem s cai tien thng
xuyen hieu lc cua He thong quan ly chat lng co the tien hanh
au.
Viec phan tch d lieu nham ti cac thong tin co lien quan ve:
a) S thoa man cua khach hang, cac khieu nai cua khach hang;
b) S phu hp vi cac yeu cau ve san pham;
c) ac tnh va xu hng cua cac qua trnh va san pham, ke ca cac c hoi
cho hanh ong phong nga; va
d) T le san pham hong, cac khuyet tat xuat hien (ke ca trong qua trnh
bao hanh);
e) Cac s co, h hong may moc;
f) Ngi cung ng.
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Tai lieu lien quan:

Thu tuc ap dung ky thuat thong ke: 0127
8.5 Cai tien:
8.5.1 Cai tien thng xuyen:
Cong ty thng xuyen nang cao tnh hieu lc cua He thong quan ly
chat lng thong qua viec s dung chnh sach chat lng, muc tieu chat
lng, ket qua anh gia, viec phan tch d lieu, hanh ong khac phuc va
phong nga va s xem xet cua lanh ao.
Cac thong tin nay se c dung e xac nh cac c hoi cai tien
He thong.
Ngoai ra, Cong ty khuyen khch nhan vien cai tien thng xuyen hieu
qua cong viec cua mnh thong qua cac e xuat nham tang nang suat,
chat lng va hieu qua cong viec. Cac e xuat nay c Trng Bo
phan tiep nhan va trien khai thong qua Thu tuc hanh ong khac phuc va
phong nga.
Tai lieu lien quan:
Thu tuc cai tien thng xuyen: 0113
Thu tuc hanh ong khac phuc va phong nga: 0027
8.5.2 Hanh ong khac phuc:
Cong ty thiet lap Thu tuc e thc hien hanh ong nham loai tr
nguyen nhan cua s khong phu hp e ngan nga s tai dien. Cac hanh
ong khac phuc c thc hien tng ng vi tac ong cua s khong phu
hp gap phai.
Ho s thc hien hanh ong khac phuc c lu gi theo Thu tuc kiem
soat ho s
Tai lieu lien quan:
Thu tuc hanh ong khac phuc va phong nga: 0127
8.5.3 Hanh ong phong nga:
Cong ty thiet lap thu tuc e xac nh va thc hien cac hanh ong
nham loai bo nguyen nhan cua s khong phu hp tiem an e ngan chan
s xuat hien cua chung. Cac hanh ong phong nga c tien hanh vi
mc o tng ng vi tac ong cua cac van e tiem an.
Ho s thc hien hanh ong phong nga c lu gi theo Thu tuc
kiem soat ho s
Tai lieu lien quan:
Thu tuc hanh ong khac phuc va phong nga: 0127

Phu luc 1: Mo ta cac qua trnh trong he thong cua Cong ty

Cac qua trnh trong he thong c chia thanh 3 loai:
1- Cac qua trnh ch ao: Cac qua trnh xuyen suot trong to chc, e cap
en van e ch ao ,nh hng hoat ong, xay dng chnh sach, lap ke
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hoach chat lng. Cac qua trnh nay cung cap s hng dan va am bao s
lien mach cua cac qua trnh khac.
2- Cac qua trnh thc hien: Cac qua trnh anh hng trc tiep en s thoa
man cua khach hang
3- Cac qua trnh ho tr: Cac qua trnh khong trc tiep thoa man khach hang
nhng lai can cho hoat ong va s phat trien cua Cong ty. Cac qua trnh nay
tham gia ho tr tng phan cho cac qua trnh ch ao va thc hien.
BANG LIET KE CAC QUA TRNH TRONG HE THONG
Loai Ten qua trnh Tai lieu lien quan
Lanh ao Thu tuc XXL, Lap KH va trien khai san
Qua
anh gia chat lng noi bo xuat,
trnh
Thu thap va x ly thong tin Thu tuc anh gia noi bo
lanh
t khach hang HDCV Thu thap va x ly thong tin t
ao
anh gia cac qua tnh khach hang,
Cai tien thng xuyen Thu tuc anh gia cac qua tnh
Phan tch d lieu Thu tuc Cai tien thng xuyen
Thu tuc ap dung ky thuat thong ke
Nhan va phan loai yeu cau Thu tuc Xem xet hp ong
Xac lap hp ong Thu tuc Xem xet hp ong
Thiet ke va phat trien HDCV thiet ke va phat trien san pham
anh gia va giam sat ben Thu tuc anh gia nha cung ng
Qua
cung ng Thu tuc Mua hang
trnh
Mua hang Thu tuc Lap ke hoach va trien khai san
thc
San xuat xuat
hien
Lap at Thu tuc Lap at, tiep nhan va bao
Nhap kho, bao quan quan tai san cua khach hang
X ly khieu nai Thu tuc X ly thu thap thong tin, x ly
khieu nai khach hang
Bao quan, giao hang Thu tuc bao toan va giao san pham
Kiem tra, o lng, th nghiem Thu tuc theo doi, o lng cac qua
trnh, Thu tuc kiem tra th nghiem san
Qua Bao tr thiet b pham
trnh Kiem soat thiet b o Thu tuc Bao tr thiet b
Cung cap nguon nhan lc Thu tuc Kiem soat thiet b o
ho
Kiem soat tai lieu Thu tuc ao tao, tuyen dung
tr Kiem soat ho s Thu tuc Kiem soat tai lieu
Hanh ong khac phucphong Thu tuc Kiem soat ho s
nga Thu tuc Hanh ong khac phucphong
Kiem soat san pham khong nga
phu hp Thu tuc Kiem soat san pham khong
phu hp
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PHU LUC 2: Trnh t va moi tng tac cua cac qua trnh

CAI TIEN THNG

XUYEN
LANH AO

PHAN TCH D
LIEU
THU THAP Y KIEN/
KHAO SAT TH
TRNG

NHAN VA ANH GIA QUA TRNH

PHAN LOAI
YEU CAU ANH GIA CL NOI BO

K
H
A XAC LAP
HP ONG
LAM MAU
OI

ANH
C KIEM TRA MUA HANG GIA/GIA
M SAT
Yes
H No
SAN XUAT
NHA
CUNG

Yes No
H NHAP KHO
BAO QUAN
KIEM TRA

A X LY SAN
LAP AT PHAM
KHONG PHU
N GIAO HANG
Yes
KIEM TRA
HP

G No

X LY
KHIEU NAI

CUNG CAP NGUON NHAN LC

BAO TR THIET B

KIEM SOAT THIET B O

KIEM SOAT TAI LIEU

KIEM SOAT HO S