Uy Tn- Cht Lng-Hiu Qu-Pht Trin

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01/09/2009

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S TAY CHT LNG

Ngi son: Trn V T Loan Xem xt: Trn Hu c Ph duyt: Nguyn Trung Kin

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STT 01 02 03 04 05 06 07 08

NI DUNG Chng 1: Qu trnh hnh thnh v pht trin cng ty Chng 2: Phm vi p dng Chng 3: Cc loi tr Chng 4: H thng qun l cht lng Chng 5: Trch nhim ca lnh o Chng 6: Qun l ngun lc Chng 7: Thc hin sn phm Chng 8: o lng, phn tch v ci tin

TRANG 3 6 7 8 13 20 23 29

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Chng 1 LCH S HNH THNH V PHT TRIN CA CNG TY

Cng ty C phn Gentraco tin thn l Ca hng Thng nghip huyn Tht Nt, hot ng di m hnh ca hng kinh doanh tng hp, c thnh lp t nm 1976. n nm 1980, Ca hng c ng k chuyn i ln thnh cng ty v ly tn l Cng ty Thng nghip Tng hp huyn Tht Nt. -Nm 1991, theo Ngh nh 388/HBT ngy 20/11/1991 ca Hi ng B trng trong vic sp xp li doanh nghip nh nc, Cng ty Thng nghip Tng hp Tht Nt chnh thc c thnh lp -Nm 1998, tin hnh c phn ha v chuyn i sang hot ng theo m hnh cng ty c phn theo Quyt nh s 3463/1998/Q-CT-TCCB ngy 23/12/1998 ca Ch tch UBND tnh Cn Th. Tn gi Cng ty CP TNTH & CBLT THT NT

Tn giao dch: GENTRACO * Vn iu l ban u : 18.498.900.000 .

Tng ng bng 184.989 c phiu - mnh gi 100.000 /c phiu. Trong : - Vn Nh nc chim : - Vn c ng Cng ty : - Vn c ng khc : 49% vn iu l, bng 9.064.500.000 . 21%, bng 3.884.800.00 . 30%, bng 5.549.600.000

-Nm 2006, Cng ty c i tn thnh Cng ty C phn GENTRACO Vi ngun vn eo hp ban u t ngn sch nh nc, qua 30 nm hot ng pht trin khng ngng, nm 2005 vn iu l ca Gentraco c nng ln hn 50 t ng vi 100% c phn t nhn. Cho n nay, Gentraco bc u khng nh tn tui trn th trng. Hin nay, Cng ty C phn Gentraco l thnh vin chnh thc ca Hip hi Lng thc Vit Nam. Trong nhng nm qua, Gentraco cng vi cc thnh vin khc ca Hip hi tham gia rt tch cc vo hot ng xut khu go v lin tc t nm 2003 2006, sn lng v doanh thu u cao hn nm trc vi lng go xut khu hng nm t 250.000 300.000 tn. Gentraco cng l doanh nghip ng trong top 10 gii Sao vng t Vit nm 2009, ng Top 05 trong 10 Doanh nghip xut khu go ln nht ca c nc, gp phn vo thnh tch chung trong cng tc xut khu go ca Vit Nam trong nhng nm gn y.

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1. Gii thiu v Cng ty Tn Cng ty: Tn ting Anh: Tn vit tt: Biu tng ca Cng ty: Cng ty C phn Gentraco Gentraco Corporation

GENTRACO

Vn iu l:

80.700.000.000 ng (Tm mi t by trm triu ng chn)

Bng 1: Cc ln thay i vn iu l ca Gentraco Stt 1 2 3 4 5 6 7 Nm 1998 2000 2003 2004 2005 2008 2009 Vn iu l 18.498.900.000 Din gii

n v tnh: ng

Vn iu l khi thnh lp cng ty c phn t c phn ha doanh nghip nh nc

20.618.300.000 Tng vn c phn do li nhun gi li 22.834.100.000 Tng vn c phn do li nhun gi li 26.830.600.000 Tng vn c phn do li nhun gi li 50.792.400.000 Tng vn c phn do pht hnh thm 71.888.800.000 Tng vn c phn do pht hnh thm v tr c tc bng c phiu

80.700.000.000 Tr c tc bng c phiu

* n nay, qua thi gian hot ng, vn iu l tng ln l: 80.700.000.000 v ton b s vn c ng gp bi cc c ng l Cn b - Cng nhn vin trong Cng ty v c ng bn ngoi.
Ngun: Gentraco

Tr s chnh: in thoi: Fax: Website: Email:

STCL ISO HACCP -BG

121 Nguyn Thi Hc, phng Tht Nt, Qun Tht Nt, thnh ph Cn Th (0710) 3851246 (0710) 3852118 www.gentraco.com.vn gentracohead@hcm.vnn.vn; gentraco@gentraco.com.vn
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Giy php thnh lp:

Quyt nh s 3463/1998/Q-CT-TCCB ngy 23/12/1998 ca Ch tch UBND tnh Cn Th v vic chuyn doanh nghip nh nc Cng ty Thng nghip Tng hp Tht Nt thnh Cng ty C phn Thng nghip tng hp v Ch bin lng thc Tht Nt S 1800241743 ng k ln u ngy 21/08/1998, ng k cp li v thay i ln 19 ngy 22/04/2009 do S K hoch v u t thnh ph Cn Th cp 1800241743

Giy CNKKD:

M s thu:

2/- Chc nng:

Ngnh ngh kinh doanh: Xay xt v ch bin lng thc xut khu. Kinh doanh vt t nng nghip. Kinh doanh xng, du, gas (hot ng phi c giy chng nhn iu kin ca S Cng thng), nht. Xy dng cng trnh dn dng. Dich v, thng mi; Kinh doanh nh hng, khch sn. Xut khu: nng, lm, hi sn, xut khu go trc tip. Nhp khu: my mc, vt t nng nghip, vt liu xy dng v hng tiu dng. Kinh doanh g trn v g cc loi. Nhp khu v kinh doanh nguyn liu, vt liu ch bin thc n gia sc. Kinh doanh in thoi cc loi, thit b tin hc, thit b my vn phng, thit b vin thng. Kinh doanh bt ng sn. o to dy ngh tin hc, ngoi ng. Dch v t vn xut khu lao ng (thc hin theo quy nh ca php lut). i l thc n gia sc, chn nui thy hi sn. Kinh doanh thc phm gia sc, gia cm, rau qu. Thu mua v ch bin nng sn. Mua bn thit b, sa cha bo tr cc loi xe t, m t. Mua bn hng tiu dng, bch ha, thc phm. i l phn phi hng ha.
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Kinh doanh than . Sn xut, kinh doanh than tru. Cho thu vn phng.

3/- Mng li kinh doanh ca Cng ty gm: 01 Chi nhnh CBKD go Xut khu s 1 thu mua go nguyn liu gm 3 phn xng chuyn gia cng ch bin go thnh phm, xut khu; nng sut bnh qun sn xut cc loi go: 150.000 220.000 tn/nm. H thng kho vi sc cha trn 30.000 tn go. 01 Vn phng Chi nhnh ti Tp.HCM. 01 Trung tm xng du, gm 03 ca hng. Cng ty thnh lp ra 02 Cng ty v 02 Cng ty thnh vin - 01 Cng Ty TNHH Mt Thnh Vin Go Vit chuyn gia cng ch bin go thnh phm, xut khu; nng sut bnh qun sn xut cc loi go: 250.000 280.000 tn/nm. H thng kho vi sc cha trn 20.000 tn go, - 01 Cng Ty TNHH Mt Thnh Vin i Khnh - chuyn phn phi hng thc phm; hng tiu dng v kinh doanh in thoi ti Cn Th l tng i l phn phi c quyn cc nhn hiu in thoi SAMSUNG, MOTOROLA, NOKIA ti 12 tnh ng Bng Sng Cu Long, v 03 ca hng kinh doanh, dch v in thai cc loi. - Cng ty C Phn Thu Sn Gentraco - Chuyn kinh doanh ch bin nguyn liu thc an gia sc. - Cng Ty C phn An Khnh- Chuyn kinh doanh xe ISUZU 4/- Phm vi kinh doanh: + Xut khu +Nhp khu +Th trng trong nc tnh v TP. HCM : Go v cc loi nng sn khc. : Cc loi phn bn, nguyn liu thc n gia sc. : Cc doanh nghip, cc tng cng ty, siu th, i l cc

+Th trng ngoi nc: Singapore, Indonesia, Malaysia, Iran, Philippine, Ukraine, Iraq, SouthAfrica, Switzerland, U.A.E, Senegal, Hongkong, Nhn chung Cng ty xy dng c mi quan h rng ri vi cc n v kinh t trong v ngoi nc. Vi mt hng chin lc l go, sut 04 nm lin (2003 - 2005) Cng ty c xp hng th 05 trong c nc v sn lng xut khu, GENTRACO lun c khch hng tn nhim v cht lng t theo tiu chun n t hng. Do vy s lng khch hng qua tng nm lun tng ln, ngoi cc khch hng truyn thng cn pht trin thm

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khch hng mi, m rng th trng mi, a kim ngch xut khu tng ln ng k, gip n v lun hon thnh k hoch v vt ch tiu ra ca tng nm. p ng c nhu cu ngy cng cao ca khch hng, Cng ty lun t mc tiu: UY TN, CHT LNG, HIU QU, PHT TRIN ln hng u, trn ton din cc lnh vc: sn xut, gia cng, dch v, cng vi cam kt khng ngng ci tin, cung cp cho th trng nhiu chng loi sn phm mi, vi cht lng tt v gi c cnh tranh, p ng cc iu kin v an ton, v sinh mi trng, dinh dng ph hp vi sc khe, to s an tm v tin tng cho khch hng. Cng vi vic xy dng v p dng H thng Qun l cht lng ca cng ty ph hp vi ISO 9001:2008 v CAC/RCP 1 1969, REV 4 (2003) (HACCP), tin tng rng trong thi gian ti, Cng ty C phn GENTRACO s sc cnh tranh v snh vai vi cc Cng ty sn xut kinh doanh hng u trong c nc v khu vc

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Chng 2

PHM VI P DNG
1. Cng ty xy dng v thc hin h thng qun l cht lng chng minh kh nng ca cng ty cung cp cc loi go, ph phm nng nghip, xng du, in thai v cc lai sn phm vin thng, dch v phn phi hng tiu dng, phn phi thc phm v cc dch v khc p ng n nh cc yu cu ca khch hng v cc yu cu ca lut nh (nu c). Cng ty m bo vic tho mn khch hng thng qua vic p dng c hiu lc h thng qun l cht lng bao gm ci tin lin tc v phng nga s khng ph hp. H thng Qun l cht lng ca cng ty ph hp vi ISO 9001:2008 v CAC/RCP 1 1969, REV 4 (2003) (HACCP). 2. Muc ch cua so tay nay la xac nh va mo ta He thong quan ly chat lng, cac trach nhiem, quyen han cua moi can bo nhan vien, cac thu tuc oi vi cac hoat ong trong He thong quan ly chat lng. So tay nay cung nham muc ch trnh bay He thong quan ly chat lng cho khach hang va cac to chc ben ngoai co lien quan. No thong tin nhng van e kiem soat cu the c thc hien tai Cong ty e am bao chat lng va ve sinh an toan thc pham. 3. So tay chat lng nay c kiem soat theo Thu tuc kiem soat tai lieu: TT-KSTL-PHC

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Chng 3

CC LOI TR
1. H thng qun l cht lng c xy dng thch hp vi bn cht v sn phm ca cng ty, cc yu cu ca khch hng v yu cu lut nh. Do , cc yu cu trong ISO 9001:2008 khng p dng c loi tr khi phm vi H thng qun l cht lng ca cng ty. Vic loi tr theo quy tc khi mt yu cu ca ISO 9001:2008 khng p dng nu n p ng hai iu kin sau: Yu cu ny phi nm trong iu 7 ISO 9001, Thc hin sn phm. Vic loi tr khng gy nh hng n kh nng cng nh trch nhim ca cng ty, trong vic m bo cung cp sn phm p ng cc yu cu ca khch hng v cc yu cu lut nh. 2. Loi tr : 2.1 iu 7.3 ca ISO 9001:2008 Thit k- Pht trin v tt c cc iu khon ph ca n cng ty khng p dng. L do: Cng ty khng thit k hoc pht trin sn phm. Ton b cc c tnh k thut ca sn phm c quy nh bi khch hng/tiu chun. Hot ng ca Cng ty ch bao gm vic sn xut/cung cp ra cc sn phm v cung ng cc dch v theo ng cc c tnh k thut ca khch hng hoc tiu chun quy nh. 2.2 iu 7.5.2 Xc nhn gi tr s dng ca cc qu trnh sn xut v cung cp dch v, cng ty khng p dng L do: Mi qu trnh sn xut v cung cp dch v ca cng ty c kt qu u ra u c th kim tra xc nhn bng cch theo di hoc o lng sau .

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Chng 4

HE THONG QUAN LY CHAT LNG

I. CAC YEU CAU CHUNG Cong ty cam ket xac nh, lap van ban, thc hien va duy tr He thong quan ly chat lng, cai tien lien tuc tnh hieu lc cua he thong phu hp vi cac yeu cau ISO 9001:2008 va HACCP. 1. Cac qua trnh He thong quan ly chat lng 1.1 Cac qua trnh can thiet cho He thong quan ly chat lng c xac nh trong So tay chat lng, cac Thu tuc, Quy trnh, Hng dan cong viec, Ke hoach HACCP, GMP, SSOP, cac tieu chuan chat lng, S o Quan ly chat lng. Cac tai lieu nay ch ra cac qua trnh He thong quan ly chat lng, s tac ong lan nhau cua chung va hng dan cach thc thc hien va ap dung chung trong toan bo cong ty. 1.2 Tai lieu He thong quan ly chat lng cung xac nh cac chuan mc, cac phng phap can thiet e am bao viec kiem soat va ieu hanh cac qua trnh mot cach co hieu lc. 2. Cac nguon lc va thong tin Ban Giam oc chu trach nhiem xac nh va cung cap ay u cac yeu cau ve nguon lc va thong tin can thiet e ho tr viec ieu hanh va giam sat cac qua trnh He thong quan ly chat lng. Chng 6 cua so tay chat lng nay, quan ly nguon lc giai thch chi tiet cac yeu cau nguon lc c xac nh va cung cap. 3. Giam sat va o lng 3.1 Ket qua thc hien cac qua trnh cua He thong quan ly chat lng c giam sat va o lng mot cach co he thong. ieu nay am bao tnh hieu lc cua he thong va xac nh cac c hoi cai tien. 3.2 Ket qua cua cac qua trnh thc hien san pham thng xuyen c giam sat thong qua viec o lng cac thong so, qui trnh va ac tnh san pham. Ket qua thc hien cua cac qua trnh quan ly cung c giam sat thong qua cac cuoc anh gia chat lng noi bo, thc hien ke hoach t tham tra chng trnh HACCP nh ky va tham tra cong nhan gia tr ke hoach HACCP. Ket qua tong the cua toan bo He thong
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quan ly chat lng c giam sat thong qua viec o lng s thoa man khach hang. 3.3 Cac hoat ong giam sat va o lng c quy nh trong chng 8 cua So tay chat lng va cac thu tuc tng ng. 4. Phu hp va cai tien lien tuc 4.1 Ket qua hoat ong cua cac qua trnh He thong quan ly chat lng c ban Giam oc nh ky xem xet e xac nh cac c hoi cai tien. 4.2 Cac hanh ong can thiet e khac phuc phong nga s khong phu hp tiem an hoac hien co, cung nh cac hanh ong can thiet e cai tien He thong quan ly chat lng c thc hien thong qua hanh ong khac phuc phong nga va cai tien lien tuc. Chng 5 va chng 8 So tay chat lng va cac thu tuc tng ng xac nh cach thc xem xet cua lanh ao, hanh ong khac phuc va phong nga c s dung e am bao s phu hp va cai tien. 5. Cac qua trnh co nguon lc t ben ngoai 5.1 Khi cac qua trnh anh hng en s phu hp cua san pham c mua hoac thue t ben ngoai vao, viec kiem soat cu the c thc hien e am bao cac qua trnh nay ap ng cac yeu cau quy nh. 5.2 Viec kiem soat bao gom: anh gia la chon va giam sat viec giao hang hoac chuyen giao dch vu cua Nha cung cap, kiem tra san pham mua vao va tham tra cac ho s chng minh s phu hp cua san pham. Chng 7 cua So tay chat lng va cac thu tuc tng ng xac nh he thong kiem soat viec mua hang nay. II. CAC YEU CAU VE VAN BAN 1. Khai quat 1.1 Cac van ban cua he thong chat lng trong cong ty bao gom: - Chnh sach chat lng - Cac muc tieu chat lng. - So tay chat lng. - Cac thu tuc dang van ban do ISO 9001:2008 va HACCP yeu cau, cac tai lieu can thiet do cong ty xac nh e am bao viec kiem soat, ieu hanh, hoach nh co hieu lc cac qua trnh cua He thong quan ly chat lng.
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- Hng dan cong viec, Ke hoach HACCP, GMP, SSOP, cac tieu chuan chat lng, S o quan ly chat lng, Ke hoach hanh ong thc hien cac muc tieu, S o kiem soat cac he thong cung cap nc, ban ve, cac tai lieu ky thuat. - Cac ho s chat lng do tieu chuan ISO 9001:2008 va HACCP yeu cau (xem muc 4). 1.2 Cau truc tai lieu he thong co trong cong ty nh sau:

1 2 3 4 2. So tay chat lng 2 2

So tay chat lng ISO - HACCP Thu tuc/Quy trnh

Hng dan cong viec, Ke hoach HACCP, GMP, SSOP, cac tieu chuan chat lng, s o quan ly chat lng, muc tieu chat lng, ke hoach hanh ong, ban ve, cac tai lieu ky thuat.

Bieu mau ho s.

So tay chat lng la loai tai lieu xac nh toan bo He thong quan ly chat lng. No bao gom: a) Pham vi He thong quan ly chat lng va cac loai tr khong ap dung (xem chng 2 va chng 3). b) Tham chieu cac thu tuc dang van ban cua he thong chat lng. c) Tham chieu S o quan ly chat lng mo ta cac qua trnh, moi tng tac cua cac qua trnh trong He thong quan ly chat lng (xem phu luc nh kem). So tay chat lng nay do Trng/ph ban ISO (i din lnh o) bien soan, xem xet va c Giam oc cong ty phe duyet. 3. Kiem soat tai lieu Cong ty lap thu tuc kiem soat tai lieu e kiem soat moi tai lieu do ISO 9001:2008 va HACCP yeu cau, cac tai lieu do cong ty xac nh e am bao viec kiem soat, ieu hanh, hoach nh co hieu lc cac qua trnh cua He thong quan ly chat lng. Cac tai lieu c kiem soat bao gom cac tai lieu neu muc 1.2 phan II chng 4 (ke ca cac tai lieu co nguon goc ben ngoai).
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Giam oc hoac ngi co tham quyen xem xet ve tnh ay u cua tai lieu va phe duyet trc khi ban hanh, ke ca cac tai lieu c sa oi. Cac ban danh muc tai lieu noi bo hien hanh va bang danh muc tai lieu ben ngoai hien hanh ghi lai nhng tai lieu c kiem soat va ch ro tnh trang sa oi cua tai lieu. Noi dung cua moi s sa oi tai lieu c in nghieng va am phan sa oi e de dang nhan biet. Cac tai lieu c ap dung luon co san tai nhng ni ma cong viec o co anh hng en hoat ong cua He thong quan ly chat lng. Tat ca cac tai lieu c bien soan ung vi thc te, de oc, de hieu, c nhan dang, c lu tr va de dang lay khi can s dung. Tat ca cac tai lieu ben ngoai c nhan dang bang ma so cong ty hoac ma so cua ni cung cap. Viec phan phoi nhng tai lieu nay eu c kiem soat. Moi tai lieu loi thi c lu gi v bat c muc ch g phai c ong dau loi thi e phan biet nham ngan nga viec s dung sai. 4. Ho s chat lng 4.1 Cong ty lap va duy tr thu tuc dang van ban e quy nh cach thc xac nh, thu thap, lap danh muc, truy cap, sap xep, huy bo cac ho s chat lng. 4.2 Ho s chat lng c lu tr e chng to s phu hp vi cac yeu cau quy nh va s hoat ong co hieu lc cua he thong chat lng. Ho s chat lng bao gom ca ho s co nguon goc t ben ngoai co lien quan en hoat ong san xuat kinh doanh cua cong ty. 4.3 Danh muc ho s neu len ten ho s, ni lu gi , phng phap lu tr, ngi c phep xem ho s, thi gian lu, phng phap huy bo va ngi chu trach nhiem lu tr. 4.4 Moi ho s chat lng can phai ro rang, c lu gi trong moi trng thch hp e tranh h hong, mat mat sau khi s dung. 4.5 Thi han lu tr ho s chat lng c xac nh bi ngi quan ly, khach hang, cac c quan ben ngoai hoac theo luat nh cua nha nc.

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Tai lieu tham khao Thu tuc kiem soat tai lieu: TT-KSTL-PHC Thu tuc kiem soat ho s chat lng: TT-KSHS-PHC

STCL ISO HACCP -BG

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Chng 5

TRACH NHIEM CUA LANH AO

I.CAM KT CA LNH O: Giam oc cong ty cam ket xay dng, thc hien He thong quan ly chat lng va cai tien lien tuc tnh hieu lc cua no bang cach: 1. Truyen at trong cong ty t cap cao nhat en nhan vien ve tam quan trong cua viec ap ng cac yeu cau cua khach hang cung nh cac yeu cau cua luat nh, trong o ac biet quan tam en van e ve sinh an toan thc pham oi vi san pham trong cac cuoc hop xem xet cua lanh ao, trong chng trnh ao tao, cac cuoc hoi hop. 2. Xay dng chnh sach chat lng cua cong ty. 3. Ch ao ai dien lanh ao ( Trng/ Pho ban ISO HACCP ) to chc viec thu thap va thong ke cac so lieu e am bao viec xay dng cac muc tieu chat lng ung va phu hp vi chnh sach chat lng a lap ra. 4. am bao he thong chat lng c xay dng, c duy tr, cung cap ay u cac nguon lc e thc hien chnh sach chat lng, muc tieu chat lng va thoa man yeu cau khach hang. 5. Chu tr cac cuoc hop xem xet cua lanh ao, so sanh cac ket qua at c vi muc tieu chat lng a lap, quyet nh cac hanh ong can thiet lien quan en chnh sach chat lng, muc tieu chat lng, phong nga s khong phu hp xay ra va cai tien lien tuc He thong quan ly chat lng. II. NH HNG KHACH HANG Ban Giam oc cong ty am bao rang: 1. Cac nhu cau khach hang c xac nh ay u va ro rang (ke ca cac yeu cau cua luat nh). Cac nhu cau cua khach hang c xac nh va xem xet thong qua qua trnh xem xet Hp ong / n at hang. 2. Cac nhu cau c chuyen thanh cac yeu cau cu the trong cac qua trnh cua cong ty, chung c truyen at trong toan bo cong ty t cap cao en nhan vien e thau hieu va thc hien ay u, qua o nang cao s thoa man khach hang. 3. Toan bo he thong chat lng c thiet ke va thc hien e am bao rang cac yeu cau khach hang c ap ng mot cach on nh. Cac qua trnh cua He thong quan ly chat
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lng ong gop trc tiep vao viec at c muc ch nay la kiem soat qua trnh thc hien san pham, giam sat va o lng san pham. Chng 7 va chng 8 cua So tay chat lng xac nh cac qua trnh nay . * Tai lieu tham khao Quy trnh ban gao xuat khau. Quy trnh ban gao cung ng. Quy trnh thu thap y kien khach hang & x ly khieu nai Cac Quy trnh ban hang xang dau, ien thoai Cac quy trnh giao hang thu tien cua cac trung tam Cac quy trnh lien quan en hoat ong ban hang cua cac cong ty hanh vien va cac n v trong cong ty III. CHNH SACH CHAT LNG : e nang cao uy tn cua Cong ty CO PHAN GENTRACO, n v cam ket thc hien chnh sach chat lng :

UY TN - CHAT LNG - HIEU QU - PHAT TRIEN

1. Uy tn : Luon luon thc hien ung nhng g a cam ket vi khach hang. 2. Chat lng : Phan au ngay cang nang cao chat lng toan bo cac hoat ong cua Cong ty, luon am bao chat lng cua san pham phu hp vi yeu cau khach hang. 3. Hieu qua : am bao tat ca cac hoat ong cua Cong ty ngay cang tao ra nang suat va hieu qua cao hn so vi trc khi xay dng he thong quan ly chat lng. 4. Phat trien : Trong qua trnh hoat ong kinh doanh va san xuat, luon tm toi, hoc hoi e cai tien quy trnh cong nghe, cai tien quy trnh lam viec, cai tien chat lng san pham cho phu hp vi hien tai & tng lai. Chnh sach chat lng nay la c s e xay dng va xem xet s phu hp cac muc tieu chat lng.

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Chnh sach nay c truyen at trong toan bo Cong ty e thau hieu va thc hien thong qua cac hnh thc: ao tao, giai thch, gii thieu cho nhan vien va chnh sach c treo nhng ni de thay, de oc trong cong ty. Chnh sach nay c xem xet nh ky trong cuoc hop xem xet cua lanh ao e am bao s phu hp lien tuc cua no vi s thay oi cua moi trng kinh doanh. IV. HOACH NH : 1. Muc tieu chat lng : 1.1 Cac muc tieu chat lng c xay dng tai moi cap va tng bo phan chc nang thch hp trong cong ty e : Thc hien chnh sach chat lng. ap ng cac yeu cau cua san pham, yeu cau ve ve sinh an toan thc pham va cac qua trnh san xuat. Cai tien he thong chat lng va cac hoat ong chat lng. 1.2 Muc tieu chat lng xac nh cac hng va th t u tien e cai tien lien tuc. Cac muc tieu chat lng c Giam oc phe duyet hang nam. 1.3 Muc tieu chat lng c xay dng thoa man cac nguyen tac sau : Cu the : yeu to chat lng / chi ph san xuat / giao hang ung han (so lng, a iem, thi gian giao hang). Kha thi : Phu hp vi nang lc cua cong ty. nh lng : Muc tieu phai o c. Thc te : Theo ung yeu cau khach hang va muc ch cua cong ty. Thi gian : Xac nh ro khoang thi gian thc hien. 2 Hoach nh he thong quan ly chat lng : 2.1 Cac yeu to va cac qua trnh cua he thong quan ly chat lng c hoach nh e am bao rang he thong thch hp vi muc ch s dung mang lai s hieu qua cho cong ty. Muc ch cua he thong quan ly chat lng la: at c chnh sach chat lng. am bao va chng minh kha nang cua cong ty cung cap san pham ap ng cac yeu cau cua khach hang va cac yeu cau luat nh mot cach on nh.
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am bao nang cao s thoa man cua khach hang. Tao thuan tien cai tien lien tuc. Phu hp vi yeu cau cua ISO 9001:2008 & HACCP. 2.2 au ra cua hoach nh he thong chat lng c thanh lap van ban di dang: So tay chat lng, cac Thu tuc, Hng dan cong viec, Ke hoach HACCP, GMP, SSOP, cac tieu chuan chat lng, S o quan ly chat lng, Ke hoach hanh ong thc hien cac muc tieu, cac tai lieu ky thuat,.v.v. Cac tai lieu c xem xet, cap nhat va pho bien e duy tr tnh phu hp cua he thong chat lng khi nhng thay oi c lap ke hoach va thc hien. V. TRACH NHIEM QUYEN HAN VA TRAO OI THONG TIN : 1. S o to chc cong ty : (Xem phu luc nh kem) 2. Trach nhiem quyen han : Trach nhiem quyen han va moi quan he cua cac v tr trong cong ty c quy nh trong s o to chc cua cong ty, s o to chc cua cac cong ty thanh vien/chi nhanh/trung tam/phong ban/ phan xng & bang mo ta cong viec cua tng chc danh. Giam oc am bao rang cac trach nhiem, quyen han va moi quan he cac v tr c truyen at trong toan bo to chc e am bao moi nhan vien thau hieu va thc hien. 3. ai dien lanh ao : Trng/Pho ban ISO la ai dien lanh ao cua cong ty. Ngoai cac trach nhiem khac, ai dien lanh ao co trach nhiem va quyen han : am bao cac qua trnh can thiet cho he thong quan ly chat lng c xay dng, c ap dung va c duy tr. Thc hien he thong quan ly chat lng cua cong ty va moi nhu cau cai tien. am bao thuc ay toan bo to chc nhan thc c cac yeu cau cua khach hang. e xuat cac bien phap ngan nga nhng cong viec khong phu hp oi vi san pham, ve sinh an toan thc pham, qua trnh, he thong chat lng. Lien he vi cac ben ve cac van e lien quan en he thong chat lng va ang ky chng nhan ISO 9001 & HACCP.
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Trao oi thong tin noi bo : cau luat nh, yeu cau ve ve sinh an toan thc pham, yeu cau chat lng san pham, khieu nai khach hang, thoa man khach hang, chnh sach chat lng, muc tieu chat lng va cac ket qua at c cua he thong en tat ca cac bo phan, cac nhan vien thc hien cong viec co anh hng en chat lng e thc hien, cai tien va hoan thanh chung.

4.1 Ban Giam oc cong ty am bao truyen at cac thong tin : yeu cau khach hang, yeu

4.2 ai dien lanh ao bao cao ket qua thc hien he thong quan ly chat lng va moi van e can cai tien cho Ban Giam oc xem xet va a ra cac quyet nh cai tien he thong quan ly chat lng. Qua trnh nay c xac nh trong cuoc hop xem xet cua lanh ao. 4.3 Cac nhan vien bao cao cong viec thc hien cua bo phan mnh, bao cao san pham khong phu hp, cac van e e ngh cai tien, cac giai phap can thc hien cho ai dien lanh ao va Ban Giam oc e phan tch, a ra cac hanh ong can thiet nham nang cao s thoa man khach hang va tnh hieu lc cua he thong. 4.4 Cac hnh thc e truyen at thong tin co the gom : Cac cuoc hop, cac buoi ao tao. Bang mo ta cong viec, so tay chat lng, thu tuc, quy trnh, hng dan cong viec, cac tai lieu khac. Cac bao cao ho s chat lng trong he thong. Cac thong bao bang van ban hay bang li trc tiep. 4.5 ai dien lanh ao chu trach nhiem am bao : Cac tai lieu, bao cao va ho s chat lng co lien quan c phan phoi cho cac bo phan co chc nang thch hp. Cac thong tin va d lieu ve ket qua chat lng va tnh hieu lc cua he thong quan ly chat lng c bao cao cho Ban Giam oc. 5. Xem xet cua lanh ao 5.1 Khai quat : t nhat 1 nam 1 lan, Ban Giam oc thc hien xem xet he thong quan ly chat lng e am bao tnh hieu lc, ay u, phu hp lien tuc cua he thong quan ly chat lng.
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ai dien lanh ao chuan b cac bao cao lien quan trnh Ban Giam oc xem xet. Viec xem xet phai anh gia cac c hoi cai tien, nhu cau thay oi he thong quan ly chat lng, ke ca cac chnh sach va muc tieu chat lng. Cac thanh vien c ch nh tham d cuoc hop nay. 5.2 Thong tin au vao xem xet : Xem xet viec thc hien bien ban cuoc hop ky trc. Cac ket qua anh gia noi bo, ket qua tham tra chng trnh HACCP, anh gia h thng qun l cht lng ISO 9001: 2008, nh gi ca khach hang va ben th 3. Cac y kien phan hoi va khieu nai cua khach hang. Cac bao cao thc hien cac qua trnh va s phu hp cua san pham. Cac hanh ong khac phuc va phong nga. Cac ket qua thc hien muc tieu chat lng. Tnh phu hp cua chnh sach chat lng va cac thay oi (neu co). Cac muc tieu chat lng can thc hien trong thi gian ti. Nhu cau ve nguon lc, ke hoach huan luyen va ao tao. Cac van e can cai tien, cac van e thay oi. Tnh hieu qua, tnh phu hp cua he thong chat lng (ap ng chnh sach, muc tieu chat lng, mong i cua khach hang, yeu cau luat nh va yeu cau cua tieu chuan ISO 9001-2008 va HACCP). Cac van e khac. 5.3 au ra cua cuoc xem xet lanh ao bao gom cac quyet nh va hanh ong co lien quan en : a. Cai tien tnh hieu lc cua he thong quan ly chat lng va cac qua trnh cua no. b. Cai tien san pham lien quan en yeu cau cua khach hang. c. Cac nhu cau nguon lc. d. Cac ket qua xem xet cua lanh ao c ghi nhan thanh ho s va c lu tr theo thu tuc kiem soat ho s chat lng TT KSHS PHC * Tai lieu tham khao
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Cac bang mo ta cong viec (MTCV). S t chc cng ty/s t chc & chc nng nhim v ca cc phng/ban/n v

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Chng 6

QUAN LY NGUON LC
I. CUNG CAP NGUON LC

Ban Giam oc xac nh va cung cap ay u nguon lc e thc hien, duy tr va cai tien lien tuc tnh hieu lc cua he thong quan ly chat lng. Nguon lc bao gom : nhan lc, ao tao, thong tin, thi gian, nguyen vat lieu, nha xng, thiet b. Viec xac nh cac nguon lc c xem xet tren c s lien tuc hoac trong cuoc hop xem xet cua lanh ao e cung cap kp thi cac nguon lc can thiet thc hien chnh sach chat lng, muc tieu chat lng, cac yeu cau san pham nham nang cao s thoa man khach hang. II. NGUON NHAN LC 1. Khai quat : Cac yeu ky nang toi thieu cua nhan vien thc hien cong viec anh hng en chat lng va ve sinh an toan thc pham c xac nh tren c s giao duc, ao tao tay nghe va kinh nghiem thch hp. Cac yeu cau ky nang nay c xac nh trong Bang mo ta cong viec cua tng chc danh. oi vi cac nhan vien trc tiep lam cong viec kiem tra, kiem nghiem chat lng san pham phai c anh gia va tai anh gia ky nang hang nam bi Ban Giam oc cac cong ty thanh vien/Chi Nhanh/trung tam. 2. Nang lc, nhan thc va ao tao : Cong ty thc hien : 2.1 Xac nh cac nhu cau nang lc can ao tao (hang nam hoac ot xuat) oi vi moi nhan vien thc hien cong viec anh hng en chat lng ke ca nhan vien mi. Viec xac nh nhu cau ao tao phat sinh do s thay oi cua cong nghe, thay oi muc tieu chat lng, chnh sach chat lng, thay oi c cau to chc, cac yeu cau hanh ong khac phuc phong nga, cac khieu nai cua khach hang 2.2 Cung cap viec ao tao e thoa man moi nhu cau qua cac hnh thc : ao tao noi bo. Mi chuyen gia ben ngoai en ao tao. Gi nhan vien tham d cac khoa hoc ben ngoai.
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2.3 anh gia tnh hieu lc cua ao tao qua: Giam sat viec thc hien theo ke hoach ao tao va anh gia ket qua cong viec cua ngi c phn cng trong san xuat kinh doanh. 2.4 Viec ao tao am bao moi nhan vien nhan thc c tam quan trong va s thch hp cac hoat ong cua ho trong viec ap ng cac muc tieu chat lng. 2.5 Cac chng trnh ao tao nhan manh vao tam quan trong cua viec ap ng cac yeu cau va nhu cau cua khach hang, yeu cau ve sinh an toan thc pham. 2.6 Lu gi cac ho s ve ao tao, giao duc va kinh nghiem cua nhan vien. * Tai lieu tham khao Quy trnh tuyen dung : TT-TD-PHC Quy trnh ao tao: TT-DT-PHC Hng dan anh gia nhan vien kiem pham : HD- GKCS-GV III. C S HA TANG Ban Giam oc cong ty xac nh, cung cap va bao dng cac c s ha tang can thiet e at c s phu hp cac yeu cau cua san pham va yeu cau ve ve sinh an toan thc pham. C s ha tang bao gom : 1. Nha xng, cac trang thiet b, dung cu phuc vu san xuat kinh doanh. x ly nc thai. Tai lieu tham khao : Quy trnh bao tr : TT-BTTB-PKTh Quy trnh au t trang thiet b : QT TTB-PKTh Hng dan bao tr may moc thiet b IT Cac tai lieu cu the lien quan en viec kiem soat va cung cap trang thiet b IT IV. MOI TRNG LAM VIEC Cong ty xac nh va quan ly moi trng lam viec can thiet e at c s phu hp cac yeu cau san pham. Cac yeu to cua moi trng lam viec gom: am bao anh sang ay u e thc hien cong viec.
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2. Cac dch vu ho tr nh bao tr thiet b, bao tr he thong ien, cac he thong cap nc,

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Khu vc lam viec sach se, khong s dung dau boi trn phi thc pham tai nhng thiet b co the gay nhiem ban san pham lam mat an toan ve sinh thc pham. T the, v tr lam viec nhan vien thch hp e at chat lng cua cong viec. Moi trng khu vc che bien, bao quan ban thanh pham phai at yeu cau ve sinh thch hp, cac kho bao quan san pham phai thong thoang va hp ve sinh. Tai lieu tham khao : Cac GMP va SSOP.

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Chng 7 THC HIEN SAN PHAM

I. HOACH NH THC HIEN SAN PHAM Cong ty lap ke hoach va trien khai cac qua trnh can thiet e thc hien san pham ap ng yeu cau a quy nh. Viec hoach nh thc hien 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 cac van e sau : a) Cac muc tieu chat lng va cac yeu cau chat lng oi vi san pham c xac nh trong tai lieu at hang cua khach hang, cac yeu cau ky thuat, cac tieu chuan noi bo / ben ngoai, yeu cau cua HACCP, cac ket qua th mau san pham va cac yeu cau cua luat nh co the ap dung. b) Xac nh cac qua trnh va cac tai lieu can thiet. c) Cung cap cac nguon lc e thc hien san pham. d) Cac hoat ong kiem tra th nghiem, giam sat, tham tra xac nhan va cac chuan mc chap nhan san pham. e) Cac ho s e cung cap bang chng cac qua trnh thc hien va san pham ap ng hoan toan cac yeu cau a quy nh. f) Ket qua cua viec hoach nh thc hien san pham the hien di dang: ban ve, ke hoach HACCP, thu tuc, hng dan cong viec, cac tai lieu khac va cac bieu mau. Tai lieu tham khao : Ke hoch HACCP: KH-HACCP-GV Cac GMP Cac SSOP Cac Tieu chuan gao, phu pham II CC QU TRNH LIN QUAN N KHCH HNG

1. Xc nh cc yu cu lin quan n sn phm Ban gim c xc nh : 1.1 Cc yu cu do khch hng quy nh bao gm : Cht lng, m hng, kiu, nhn hiu, loi hng, s lng, thi gian giao hng, bao gi, gi c
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1.2 Mc ch s dng ca sn phm nh : ngoi quan, v sinh sch s sn phm, an ton v sinh thc phm 1.3 Cc yu cu ca lut php lin quan n sn phm (nu c). 1.4 Cc yu cu b sung do cng ty xc nh trong qu trnh, sn xut, s dng. 2. Xem xt cc yu cu lin quan n sn phm Cc n v kinh doanh xem xt cc yu cu lin quan n sn phm trc khi ng cung cp sn phm cho khch hng. Vic xem xt m bo rng : 2.1 Cc yu cu ca sn phm c xc nh y bng vn bn, i vi n t hng bng li cng ty m bo rng mi yu cu trong n t hng c xc nh v c khch hng chp thun. 2.2 Cc yu cu ca hp ng / n t hng khc vi nhng iu tha thun trc u c gii quyt. 2.3 Cng ty c kh nng p ng cc yu cu quy nh. 2.4 H s kt qu xem xt v cc hot ng ny sinh t vic xem xt u c lu tr theo th tc kim sot h s . 2.5 Vic sa i hp ng hoc n t hng c ghi nhn v xem xt trc khi sa i. Cc b phn lin quan c thng bo v s sa i ny thc hin. 3. Thng tin cho khch hng Cc n v kinh doanh xc nh v thc hin vic thng tin vi khch hng lin quan n 3.1 Cc thng tin sn phm. 3.2 Thng tin xem xt hp ng / n t hng v cc sa i. 3.3 Cc khiu ni v thng tin phn hi t khch hng. * Ti liu tham kho : Quy trnh ban gao xuat khau. Quy trnh ban gao cung ng. Quy trnh thu thap y kien khach hang & x ly khieu nai Cac Quy trnh ban hang xang dau, ien thoai Cac quy trnh giao hang thu tien cua cac trung tam Cac quy trnh lien quan en hoat ong ban hang cua cac cong ty hanh vien va cac n v trong cong ty III. THIT K V PHT TRIN :
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iu 7.3 ca ISO 9001:2008 Thit k- Pht trin v tt c cc iu khon ph ca n cng ty khng p dng.( c loi tr chng 2) L do: Cng ty khng thit k hoc pht trin sn phm. Ton b cc c tnh k thut ca sn phm c quy nh bi khch hng. Hot ng ca Cng ty ch bao gm vic sn xut ra sn phm v cung ng dch v theo ng cc c tnh k thut ca khch hng yu cu hoc cc tiu chun. IV. MUA HNG: 1. Qu trnh mua hng: 1.1 Cong ty am bao rang cac san pham /dch vu mua vao phu hp vi cac yeu cau quy nh. 1.2 Viec anh gia va la chon nha cung cap da vao kha nang cua ho trong viec ap ng cac yeu cau ve chat lng va ve sinh an toan thc pham. - oi vi cac loai nguyen lieu chnh, anh gia qua cac tieu ch: vung nguyen lieu khai thac, kha nang cung ng, s hieu biet ve VSATTP, gia, phng thc thanh toan ... - oi vi cac Nha cung cap bao b, hoa chat, dch vu van chuyen anh gia qua cac tieu ch: Gia, chat lng, kha nang cung ng/ kha nang van chuyen, thi gian giao hang/ thi gian van chuyen, uy tn, mc o thc hien cam ket ATVSTP (qui nh cu the trong hng dan anh gia la chon Nha cung cap & chuan mc anh gia la chon nha cung cap). 1.3 Cach thc va pham vi kiem soat nha cung cap phu thuoc vao s anh hng cua san pham mua en cac qua trnh thc hien san pham va san pham cua cong ty. Viec kiem soat nha cung cap khi giao hang co nhng phat sinh khong phu hp c ghi nhan trong phieu giam sat nha cung cap. 1.4 nh ky 01 nam/ lan, cong ty tien hanh anh gia lai nha cung cap can c vao cac thong tin giam sat. Rieng cac NCC gao nguyen lieu phuc vu cho viec san xuat gao cao cap ( gao sach) ap ng cac yeu cau cua tieu chuan HACCP chu ky tai anh gia la 06 thang/ lan. 1.5 Danh sach va ho s anh gia cac nha cung cap c chap nhan va cac hoat ong can thiet phat sinh t anh gia c lu tr theo thu tuc kiem soat ho s chat lng: TT-KSHS-PHC

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1.6 Cac nha cung cap ma cong ty a la chon e lam nha phan phoi cac san pham cua ho a c ban lanh ao cong ty la chon hp tac qua cac tieu ch hp tac gia 2 ben. Do o khong tien hanh anh gia la chon cac nha cung cap nay. 2. D lieu mua hang 2.1 Tai lieu mua hang mo ta ro san pham c mua theo tng loai hang c qui nh cu the trong cac thu tuc mua hang. 2.2 Moi tai lieu mua hang c trng cac n v xem xet va phe duyet ve tnh ay u cua cac yeu cau trc khi thong bao cho nha cung cap. 3. Kiem tra xac nhan san pham mua vao Cong ty thc hien viec kiem tra moi san pham mua vao ap ng cac yeu cau quy nh. * Ti liu tham kho : Hng dn nh gi v la chn nh cung cp. Chun mc nh gi nh cung cp Quy trnh mua go nguyn liu Quy trnh mua go ni a K hoch kim sot cht lng. Hng dn gim nh kh trng V. SN XUT V CUNG CP DCH V

1. Kim sot vic sn xut v cung cp dch v Cong ty lap ke hoach va thc hien viec san xuat va cung cap dch vu di cac ieu kien kiem soat. Cac ieu kien kiem soat gom : 1.1 Cac thong tin mo ta ac tnh cua san pham va cac hng dan cong viec luon san co tat ca cac cong oan e hng dan nhan vien thc hien ung cong viec. 1.2 Co u cac trang thiet b, dung cu phu hp phuc vu san xuat va cung cap dch vu. 1.3 S dung cac thiet b o lng giam sat thch hp vi tng cong oan kiem tra. 1.4 Thc hien viec giam sat va o lng cac qua trnh theo ung Ke hoach HACCP, cac GMP, cac SSOP va cac tai lieu chat lng lien quan.

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1.5 Thc hien viec giao hang sau khi cac hoat ong kiem tra c quy nh a thc hien thoa man ay u va s phu hp cua san pham a c tham tra va xac nhan. 1.6 Thc hien cac hoat ong sau khi ban ung vi cac quy nh a thoa thuan vi khach hang. 2. Xc nhn gi tr s dng cc qu trnh sn xut v cung cp dch v : iu 7.5.2 xc nhn gi tr s dng ca cc qu trnh sn xut v cung cp dch v, cng ty khng p dng L do: Mi qu trnh sn xut v cung cp dch v ca cng ty c kt qu u ra u c th kim tra xc nhn bng cch theo di hoc o lng sau . loi tr chng 2 3. Nhn bit v xc nh ngun gc sn phm 3.1 Sn phm c nhn dng bng : Tn m hng, Tn nguyn ph liu, Tn nhn trong sut qu trnh thc hin sn phm, l lch hng, th kho 3.2 Trng thi ca sn phm tng ng vi cc yu cu gim st v o lng : Cha kim tra : ring ra mt khu vc. kim tra t yu cu : nhp kho v c h s. kim tra khng t : gn bng "khng t". 3.3 Vic truy tm ngun gc sn phm bng cc thng tin c trong cc h s m t cc qu trnh hot ng, nhn hng ha, th kho, l lch cy hng 4. Ti sn ca khch hng 4.1 Khi tip nhn cc sn phm do khch hng cung cp, b phn kho kim tra s lng, chng loi v nhng thit hi c th xy ra trong qu trnh vn chuyn. 4.2 Cc sn phm ca khch hng c lu kho v bo qun m bo khng b h hng. 4.3 Mi sn phm ca khch hng (nu c) khi b h hng, mt mt hoc khng ph hp vi yu cu s dng u c cch ly ghi h s v thng bo cho khch hng. Vic x l c thc hin theo quyt nh ca khch hng. 4.4 Vic kim tra ca cng ty khng thay th cho trch nhim ca khch hng phi cung cp nhng sn phm ph hp. 4.5 Cc ti liu do khch hng cung cp c kim sot theo th tc kim sot ti liu TT-KSTL-PHC 5. Bo qun sn phm

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Cng ty bo v s ph hp ca sn phm trong sut qu trnh sn xut v giao hng n ni ca khch hng yu cu. Vic bo v gm : xp d, lu kho, bao gi, bo qun sn phm v cc nguyn ph liu ng quy nh theo bng xp d lu kho, bao gi, bo qun v giao hng. * Ti liu tham kho : Hng dn nhp kho bao gi, xp d, vn chuyn, lu kho, bo qun, nhn bit Cc ti liu lin quan n cc qu trnh xut nhp, xp d, bo qun hng ha. VI. KIM SOT THIT B O LNG V GIM ST 1. Trng cc n v xc nh cc php o lng v gim st cn thc hin, la chn cc thit b o c chnh xc thch hp, tng ng vi yu cu ca php o. 2. Cc thit b nhm cung cp bng chng s ph hp ca sn phm i vi cc yu cu c quy nh, phi c kim sot m bo cc kt qu o c gi tr nh sau : 2.1 c hiu chun theo cc chu k nh hoc trc khi s dng. Vic hiu chun lin h vi chun quc gia hoc chun quc t c cng nhn. Nu khng c chun ny th cn c dng hiu chun phi c lp thnh h s. 2.2 c hiu chnh khi cn thit. 2.3 Tnh trng hiu chun c xc nh qua tem hiu chun. 2.4 c bo v trnh vic t iu chnh lm sai lch kt qu o. 2.5 c bo qun trnh h hng trong qu trnh xp d, bo tr v lu kho. 3. Khi pht hin thy cc thit b o vt qu thi hn hiu chun hoc h hng th hiu lc ca php o trc c nh gi li v ghi nhn vo h s. Cng ty thc hin cc hnh ng thch hp i vi thit b v bt k sn phm no b nh hng bi vn ny. 4. Cc h s hiu chun / kim tra thit b o u c lu gi theo th tc kim sot h s cht lng TT-KSHS-PHC * Ti liu tham kho : Quy trnh kim sot thit b kim tra o lng v th nghim

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Chng 8

O LNG, PHN TCH V CI TIN

Cng ty xc nh, lp k hoch cc hot ng o lng, phn tch nhm m bo s ph hp ca sn phm v t c s ci tin. Nu thch hp, cc k thut thng k c s dng phn tch cc d liu o lng. I. KHI QUT san pham c xac nh trong ke hoach HACCP, GMP, Quy trnh lp k hoch va trien khai sn xut, Quy trnh bn hng ni a, Quy trnh mua go ni a, Quy trnh mua go nguyn liu, Quy trnh bn go xut khu , Cc k hoch cht lng vv. Cac hoat ong nay c giai thch ro hn trong phan o lng giam sat cua So tay chat lng va cac thu tuc co lien quan c liet ke tai phan tai lieu tham khao. 2. Tnh hieu lc cua he thong quan ly chat lng c giam sat qua hoat ong anh gia chat lng noi bo, t tham tra chng trnh HACCP, o lng cac ket qua chat lng va s thoa man khach hang. Ket qua cua cac hoat ong nay c bao cao cho Ban Giam oc nham xac nh cac c hoi cai tien. Cac hoat ong lien quan en anh gia chat lng noi bo, o lng s thoa man khach hang va ket qua chat lng c giai thch trong phan giam sat va o lng. 3. K thut thng k 3.1 Cc k thut thng k c th c p dng trong cng ty : Biu pareto. Biu xng c. Biu kim sot 3.2 i din lnh o h tr cc n v s dng cc k thut thng k thch hp vi n v mnh. II. GIM ST V O LNG

1. Cac hoat ong o lng va giam sat e am bao va tham tra xac nhan s phu hp cua

1. Tha mn khch hng 1.1 S tha mn khch hng l mc tiu ch yu ca h thng qun l cht lng, mc tha mn khch hng l ch s quan trng nht v tnh hiu lc ca h thng. 1.2 nh k 1nm /1ln, s tha mn khch hng c o lng bng 1 hoc nhiu cch thu thp v phn tch cc thng tin sau :
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Cc phn nn, khiu ni ca khch hng. Cc biu l t pht v s tha mn v cc dng thng tin phn hi khc ca khch hng. Cc gii thng v cng nhn t khch hng, cc hip hi, bo ch. Kho st s tha mn ca khch hng. Ch s khch hng c lp li. Th phn ca cng ty.

1.3 Ban gim c s dng cc d liu tha mn khch hng xc nh cc c hi ci tin. 2. anh gia chat lng noi bo va t tham tra 2.1 Cong ty xay dng va duy tr thu tuc dang van ban e thc hien viec anh gia chat lng noi bo va hoat ong t tham tra chng trnh HACCP. 2.2 Hoat ong t tham tra chng trnh HACCP c thc hien trc khi bat au ap dung he thong, khi co s thay oi va nh ky theo ung ke hoach t tham tra nham cong nhan gia tr va xac nhan tnh hieu lc cua he thong. Ket qua hoat ong t tham tra c lu gi theo thu tuc kiem soat ho s chat lng: TT-KSHSPHC 2.3 anh gia chat lng noi bo c tien hanh nham xac nhan : a) He thong quan ly chat lng phu hp vi moi ieu a hoach nh, cac yeu cau cua ISO 9001:2008 - HACCP va cac yeu cau cua he thong quan ly chat lng do cong ty xay dng. b) He thong quan ly chat lng hoat ong co hieu lc. 2.4 Chng trnh anh gia : ai dien lanh ao lap ke hoach anh gia phu hp theo thu tuc anh gia chat lng noi bo: TT-GNB-BG. Moi hoat ong va moi bo phan c anh gia t nhat 1nam/ lan. Cac hoat ong anh gia c la chon theo tnh trang va tam quan trong cua no cung nh ket qua cua lan anh gia trc. Vi vic thm tra h thng HACCP phi c thc hin 6 thng/ ln. 2.5 Chuyen gia anh gia va chuan b anh gia : Chuyen gia anh gia la ngi oc lap vi hoat ong c anh gia va phai c ao tao.
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Cac chuyen gia chuan b cuoc anh gia bang cach xem xet tieu chuan ISO 9001:2008, HACCP, so tay chat lng, cac thu tuc, GMP, SSOP, hng dan cong viec lien quan, phan tch cac ho s chat lng va chuan b cau hoi kiem tra. 2.6 Thc hien anh gia : Khi thc hien anh gia, cac chuyen gia tm kiem cac bang chng khach quan e ch ra lieu cac hoat ong c anh gia co phu hp cac yeu cau cua he thong quan ly chat lng a lap thanh van ban, cac yeu cau cua ISO 9001:2008, HACCP va tnh hieu lc cua he thong. Bang chng c thu thap thong qua viec quan sat, phong van va xem xet cac ho s. Nhng iem khong phu hp c lap thanh van ban, ghi nhan trong ho s. Cac cuoc anh gia c thc hien theo cach thc giam thieu toi a s gian oan cac hoat ong c anh gia. 2.7 Hanh ong khac phuc va giam sat : Khi co iem khong phu hp c xac nh, trng n v chu trach nhiem lnh vc hoac hoat ong c anh gia phai e ra va thc hien hanh ong khac phuc, phong nga. Viec thc hien va tnh hieu lc cua hanh ong khac phuc, phong nga phai c xac nhan bang viec giam sat sau anh gia. 2.8 Bao cao : ai dien lanh ao lu cac ho s anh gia phat sinh trong qua trnh anh gia theo thu tuc kiem soat ho s chat lng: TT-KSHS-PHC va lap bao cao tom tat anh gia chat lng noi bo e trnh ra trong cuoc hop xem xet cua lanh ao. 3. Giam sat va o lng cac qua trnh he thong quan ly chat lng 3.1 Giam sat va o lng qua trnh : Cac qua trnh he thong quan ly chat lng c giam sat va o lng bang cac phng phap va ky thuat khac nhau, bao gom : Thc hien cac cuoc anh gia chat lng noi bo he thong quan ly chat lng, hoat ong t tham tra chng trnh HACCP. Giam sat cac xu hng trong bao cao san pham khong phu hp va trong cac yeu cau hanh ong khac phuc phong nga.
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Phan tch cac d lieu ty le san pham hong cac cong oan san xuat/ dch vu va cac xu hng cua chung. o lng va giam sat s thoa man khach hang. o lng va giam sat cac qua trnh theo ung cac ke hoach chat lng, ke hoach HACCP, GMP, SSOP va cac thu tuc/quy trnh. 3.2 Hanh ong ieu chnh : Khi mot qua trnh he thong quan ly chat lng khong phu hp vi yeu cau, Ban Giam oc / ai dien lanh ao se yeu cau trng bo phan chu trach nhiem ve qua trnh o hoac nhan vien c ch nh thc hien hanh ong khac phuc - phong nga - cai tien theo thu tuc: TT-KPPN-BG 3. Gim st v o lng sn phm 4.1 Thm tra xc nhn sn phm : 4.1.1 Chng trnh kim tra v th nghim sn phm c xc nh trong nhiu loi ti liu nh : hng dn cng vic kim tra, ti liu mua hng, k hoch kim sot cht lng, ke hoach HACCP, GMPvv. 4.1.2 Thm tra xc nhn sn phm mua vo : Tt c cc sn phm mua vo u c nhn vin kim tra, kim tra theo k hoch kim sot cht lng, cc quy trnh mua hng, nhp hng, cc GMP. 4.1.3 Kim tra trong qu trnh v kim tra cui cng : Tt c cc sn phm cc cng on v thnh phm cui cng u c nhn vin kim tra tin hnh kim tra theo ng s kim sot qu trnh, k hoch kim sot cht lng, cc hng dn cng vic kim tra , ke hoach HACCP, cac quy trnh, cac GMP. Ch c nhng sn phm t cc yu cu kim tra trong qu trnh v kim tra cui cng mi c giao hng, 4.2 Xut sn phm : Cc sn phm c xut giao hng ch sau khi cc hot ng kim tra qui nh hon ton tha mn v s ph hp ca sn phm c thm tra xc nhn. Ch c nhn vin thc hin kim tra cui cng mi c quyn cho php xut sn phm cho b phn kho giao hng. Cc h s kim tra khi nhn, trong qu trnh v kim tra cui cng u c ph trch kim tra cht lng xem xt, ph duyt v c lu tr theo th tc kim sot h s cht lng TT-KSHS-PHC.
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* Ti liu tham kho : Quy trnh thu thp kin v x l khiu ni. Th tc nh gi cht lng ni b. Quy trnh lp k hoch v trin khai sn xut. K hoch kim sot cht lng. Ke hoach HACCP, cac GMP Cac tieu chuan chat lng. III. KIM SOT SN PHM KHNG PH HP

1. Xc nh v lp h s 1.1 Cng ty xc nh v lp h s mi sn phm khng ph hp. Cc h s sn phm khng ph hp c lu gi, cp nht vo s theo di sn phm khng ph hp (NCR). S NCR c xem xt, nhn dng cc xu hung xc nh hnh ng khc phc, phng nga cn thc hin. 1.2 Cc sn phm khng ph hp c gn bng nhn dng , c cch ly trnh s dng hay giao hng. 2. Xem xt v x l sn phm khng ph hp 2.1 Trng cc n v ( ty theo thm quyn c phn cng) a ra cc quyt nh x l i vi sn phm khng ph hp, ch nh ngi thc hin v ngy phi hon thnh. 2.2 Hnh thc x l c th gm : Tr li nh cung cp. Lm li. Sa cha. Nhn nhng. Loi b. 2.3 Cc sn phm sa cha hoc lm li u c nhn vin kim tra, kim tra li theo ng cc yu cht lng. 3 Cac san pham khong phu hp c phat hien sau khi giao hang hoac sau khi bat au s dung cong ty lien he vi khach hang tien hanh x ly san pham khong phu hp, thc hien cac hanh ong thch hp oi vi cac tac ong hoac hau qua tiem an theo ung yeu cau a thoa thuan vi khach hang / cac yeu cau quy nh cua cac c quan nha nc co tham quyen theo Quy trnh thu hoi san pham: QT-THSP-GV.
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* Ti liu tham kho : Th tc kim sot sn phm khng ph hp:TT-KSKPH-BG Quy trnh thu hoi san pham IV. PHN TCH D LIU Cng ty thu thp v phn tch cc thng tin v d liu nh gi s ph hp, tnh hiu lc ca h thng qun l cht lng v xc nh cc c hi ci tin lin tc. 1. Khi qut 1.1 D liu v thng tin trong cc h s cht lng c thu thp v phn tch nh k xc nh cc xu hng v kt qu thc hin v tnh hiu lc ca h thng qun l cht lng, t xc nh cc c hi ci tin. 1.2 i din lnh o chu trch nhim tp hp cc h s, bo co cc kt lun v cc xu hng cho Ban gim c trong cuc hp xem xt lnh o phn tch. 2. Phm vi Cc loi thng tin v d liu di y c ghi nhn h s, c tp hp v phn tch : 2.1 Cc c tnh ca qu trnh v sn phm : Nng sut nhn vin S liu c tnh ca qu trnh H hng my mc T l sn phm hng Bo co sn phm khng ph hp ghi nhn trong phiu NCR 2.2 Ph hp cc yu cu ca khch hng : Thc hin giao hng ng hn Mc tha mn khch hng Khiu ni v thng tin phn hi ca khch hng Cc h s dch v sau khi bn. 2.3 Nh cung cp : Kt qu thc hin ca nh cung cp 2.4 H thng qun l cht lng : Tnh hiu qu ca o to Tnh hiu lc ca h thng qun l cht lng :
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: QT-THSP-GV

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H s nh gi cht lng ni b H s hnh ng khc phc / phng nga H s xem xt lnh o. Ti liu tham kho: Quy trnh phn tch d liu V. CI TIN 1. Ci tin lin tc 1.1 Cc c hi v cc u tin ci tin c xc nh bng cch so snh kt qu cht lng hin ti vi cc mc tiu c xc nh trong mc tiu cht lng. 1.2 Cc kt qu cht lng c xc nh bng cch phn tch cc thng tin s tha mn khch hng, cc h s sn phm khng ph hp, kt qu nh gi cht lng ni b v cc d liu thng tin khc c lin quan n kt qu cht lng. Phn IV Phn tch d liu xc nh phm vi v h thng thu thp phn tch cc loi thng tin. 1.3 Cc kt qu cht lng c nh gi bi cuc hp xem xt lnh o. Nu kt qu hin ti thp hn mc tiu nh, Ban gim c xc nh cc hnh ng ci tin c th t c mc tiu. Khi mc tiu cht lng t c, Ban gim c c th lp mt mc tiu mi cao hn trong lnh vc v xc nh cc hnh ng ci tin mi t c n. 1.4 Qu trnh to thun li cho ci tin lin tc ny thng qua vic s dng chnh sch cht lng, mc tiu cht lng v phn tch d liu v cc ln nh gi . 1.5 Ngoi cuc hp xem xt lnh o, cc trng b phn xc nh cc c hi ci tin lin tc trn c s cc thng tin phn hi hng ngy t cc hot ng ca h v ca ngi khc. Mi nhn vin cng c khuyn khch hng n vic ngh cc tng ci tin sn phm, qu trnh, h thng, nng sut v mi trng lm vic. Nhng c hi ci tin ny c nh gi v sp xp u tin bi Ban gim c v c thc hin thng qua cc hnh ng khc phc v phng nga. 2. Hnh ng khc phc v phng nga 2.1 Hnh ng khc phc : Cng ty thc hin hnh ng khc phc loi b cc nguyn nhn ca s khng ph hp v ang xy ra nhm ngn nga ti din s khng ph hp. Cng ty lp v duy tr mt th tc dng vn bn xc nh cc yu cu : a) Xem xt cc s khng ph hp (k c phn nn v khiu ni ca khch hng) b) Xc nh cc nguyn nhn s khng ph hp.

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c) nh gi nhu cu v hnh ng cn thc hin m bo s khng ph hp khng lp li. d) Xc nh v thc hin cc hnh ng cn thit. e) Ghi nhn v lu tr cc h s v kt qu ca hnh ng thc hin (theo th tc kim sot h s) f) Xem xt hnh ng khc phc thc hin. 2.2 Hnh ng phng nga : Cng ty thc hin hnh ng phng nga loi b cc nguyn nhn ca s khng ph hp tim tng (c th c) ngn nga xy ra s khng ph hp. Cng ty lp v duy tr th tc dng vn bn xc nh cc yu cu : a) Xc nh cc s khng ph hp tim tng v cc nguyn nhn ca n. b) nh gi nhu cu v hnh ng cn thc hin ngn nga xy ra s khng ph hp. c) Xc nh v thc hin cc hnh ng cn thit. d) Ghi nhn v lu tr nhng h s v kt qu hnh ng thc hin (Theo th tc TT-KSHS-PHC). e) Xem xt hnh ng phng nga thc hin. * Ti liu tham kho : Th tc hnh ng khc phc v phng nga TT-KPPN-BG.

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