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Ngi trnh by

Ph c Tr
2

Ni dung
Cht lng v qun l cht lng
Tiu chun ISO 9001:2015
Cng ty phi lm g

Pho Duc Tru 2016 v1 2


"Cht lng l kh nng p
ng cc yu cu ca mt tp
hp cc c tnh vn c .
ISO 9000:2015

Pho Duc Tru 2016 v1 3


QUN L CHT LNG

Cc hot ng c phi hp
nh hng v kim sot mt
t chc v cht lng
IS0 9000-2015

Pho Duc Tru 2016 v1 4 4


7 nguyn tc ca
Qun l cht lng

Pho Duc Tru 2016 v1 5 5


Hng vo khch hng
Tiu im hng u ca qun l cht lng l p ng cc yu
cu ca khch hng v c gng vt cao hn s mong i ca
h.
Ti sao?
Thnh cng bn vng l t c khi mt t chc thu ht v gi
c lng tin ca khch hng v cc bn quan tm khc.
Mi kha cnh ca s tng tc vi khch hng cung cp c hi
to ra gi tr nhiu hn cho khch hng.
Hiu nhu cu hin ti v tng lai ca khch hng v bn quan tm
khc ng gp cho s thnh cng lu di ca t chc

Pho Duc Tru 2016 v1 6 6


Hng vo khch hng
Phi lm g?
Hiu nhu cu v mong i ca hin ti v tng lai ca khch hng;
Lin kt cc mc tiu ca t chc vi nhu cu v mong i ca khch hng;
Truyn thng nhu cu v mong i ca khch hng trong ton b t chc;
Hoch nh, thit k, pht trin, sn xut, cung cp v h tr cc sn phm
v dch v p ng nhu cu v mong i ca khch hng;
o lng v theo di s hi lng ca khch hng v c nhng hnh ng
thch hp;
Xc nh v hnh ng theo nhu cu v mong i ca cc bn quan tm c
th nh hng n s hi lng khch hng;
Ch ng qun l mi quan h vi khch hng t c thnh cng lu
di.
7 7
S lnh o
Lnh o cc cp thit lp thng nht mc ch v nh
hng v to iu kin mi ngi c tham gia vo
vic t c mc tiu cht lng ca t chc.
Ti sao?
To s thng nht v mc ch v nh hng v s tham
gia ca mi ngi cho php mt t chc gn kt chin
lc, chnh sch, cc qa trnh v ngun lc t c
mc tiu ca mnh

8 8
S lnh o
Phi lm g?
Truyn thng s mnh, tm nhn, chin lc, chnh sch v cc qu trnh
ca t chc trong ton b t chc;
To v duy tr, cc cp ca t chc, cc gi tr c chia s, s cng
bng v cc hnh vi mu mc;
Xy dng mt nn vn ha v lng tin v chnh trc;
Khuyn khch cc cam kt i vi cht lng trong ton t chc ;
m bo lnh o mi cp l tm gng tch cc cho mi ngi;
Cung cp ngun lc, o to v thm quyn cn thit cho mi ngi
hnh ng theo ng c trch nhim;
To ng lc, khuyn khch v ghi nhn s ng gp ca mi ngi..

9 9
S tham gia ca mi ngi
Nng lc, c trao quyn v c tham gia tt c cc cp
trong ton t chc l rt cn thit nng cao nng lc ca t
chc trong vic to v cung cp gi tr.

Ti sao?
qun l t chc c hiu lc v hiu qu, iu quan trng
l phi tn trng v huy ng mi ngi mi cp.
Tha nhn, trao quyn v nng cao nng lc to iu kin
cho s tham gia ca mi ngi t c mc tiu cht
lng ca t chc.

10 10
S tham gia ca mi ngi
Lm g?
Truyn thng cho mi ngi thc y s hiu bit v tm quan trng
ca ng gp c nhn ca h;
y mnh hp tc trong t chc;
To iu kin tho lun v chia s kin thc v kinh nghim;
Trao quyn cho mi ngi xc nh cc thc p i vi kt qu thc
hin v ra sng kin khng s hi;
Nhn bit v tha nhn s ng gp, hc hi v ci tin ca mi ngi;
To iu kin t nh gi kt qu thc hin theo cc mc tiu c nhn;
Tin hnh kho st nh gi s hi lng ca mi ngi, thng bo kt
qu v c hnh ng thch hp.

11 11
Tip cn theo qu trnh
Cc kt qu nht qun v c th d on t c hiu
lc v hiu qu hn khi cc hot ng c hiu v
qun l cc qu trnh lin quan vi nhau thc hin chc
nng nh mt h thng gn b cht ch.

Ti sao?
HTQLCL gm cc qu trnh lin quan n nhau. Hiu
cch thc m h thng to ra cc kt qu cho php mt
t chc ti u ha h thng v kt qu hot ng ca n.

12 12
13

Cch tip cn theo qu trnh


Th tc
(Cch tin hnh mt hot ng hoc mt qu
trnh-c th lp thnh vn bn hoc khng)

u vo u ra
PROCESS/Qu trnh

sn phm

Ngun lc

Theo di&o lng


(trc, trong v sau qu trnh)
13
CCH TIP CN THEO QU TRNH

Mng li
Qu trnh

Yu Yu
cu cu
c
xc p
nh ng

14
LI CH CA T TNG QU TRNH

15
T tng qu trnh
1 2 3 4

KPI
KPI

KPI

KPI

KPI KPI KPI


Qun l theo
Qun l theo qu trnh
truyn thng

16
Tip cn theo qu trnh
Phi lm g?
Xc nh mc tiu ca h thng v cc qu trnh cn thit t c chng;
Thit lp quyn hn, nhim v v trch nhim qun l cc qa trnh;
Hiu kh nng ca t chc v xc nh rang buc v ngun lc trc khi hnh
ng;
Xc nh s ph thuc ln nhau ca qu trnh v phn tch nh hng ca s
thay i i vi qu trnh ring l n ton h thng;
Qun l cc qu trnh v cc mi quan h ca chng nh mt h thng t
c mc tiu cht lng ca t chc c hiu lc v hiu qu;
m bo cc thng tin cn thit c sn vn hnh v ci thin qa trnh v
theo di, phn tch v nh gi kt qu hot ng ca ton h thng;
Qun l ri ro c th nh hng n u ra ca cc qu trnh v ton b QMS.
17 17
Ci tin
Cc t chc thnh cng u tp trung khng ngng vo cc ci tin
Ti sao?
Ci tin l iu cn thit cho mt t chc duy tr mc hin ti ca
kt qu hot ng, ng ph vi nhng thay i trong iu kin bn
trong v bn ngoi v to ra nhng c hi mi.

Pho Duc Tru 2016 v1 18 18


Ci tin
Phi lm g?
y mnh vic thit lp cc mc tiu ci tin cc cp;
Gio dc v o to con ngi cc cp v cch thc p dng cc cng
c c bn v phng php lun t c mc tiu ci tin;
m bo mi ngi c nng lc thc y v thc hin thnh cng cc
d n ci tin;
Xy dng v trin khai cc qu trnh thc hin cc d n ci tin
Theo di, xem xt v nh gi vic hoch nh, thc hin, hon thnh v
kt qu cc d n ci tin;
Tch hp vic ci tin vo s pht trin cc sn phm v dch v v qu
trnh mi hoc sa i;
Nhn bit v tha nhn s ci tin
19 19
Quyt inh da trn bng chng
Quyt nh da trn phn tch v nh gi cc d liu v thng tin
c nhiu kh nng to ra kt qu mong mun.
Ti sao?
Ra quyt nh c th l mt qu trnh phc tp v n lun lun lin
quan n s khng chc chn; thng lin quan n nhiu loi v
ngun lc u vo, cng nh l gii chng, c th l ch quan.
iu quan trng l phi hiu c mi quan h nhn qu v
nhng hu qu tim nng ngoi mun.
S kin, bng chng v phn tch d liu dn n tnh khch
quan v t tin hn trong vic ra quyt nh.

Pho Duc Tru 2016 v1 20 20


Quyt inh da trn bng chng
Phi lm g?
Xc nh, o lng v theo di cc ch s quan trng chng minh kt qu
hot ng ca t chc;
Lm cho cc d liu cn thit c sn cho nhng ngi c lin quan;
m bo d liu v thng tin y chnh xc, ng tin cy v an ninh;
Phn tch v nh gi cc d liu v thng tin theo phng php ph hp;
m bo mi ngi c nng lc phn tch v nh gi cc d liu mc
cn thit;
Ra quyt nh v hnh ng da trn bng chng, cn i vi kinh nghim
v trc gic.

Pho Duc Tru 2015.v3 21 21


Quan h hp tc vi i tc
c thnh cng bn vng, cc t chc qun l cc mi quan h
ca h vi cc bn quan tm, chng hn nh cc nh cung cp.
Ti sao?
Cc bn lin quan quan tm n nh hng n kt qu hot ng
ca mt t chc.
Thnh cng bn vng c nhiu kh nng t c khi t chc qun
l cc mi quan h vi tt c cc bn quan tm ti u ha tc
ng ca h n kt qu thc hin.
Qun l mi quan h vi cc mng li nh cung cp v i tc l
c bit quan trng.

22 22
Quan h hp tc vi i tc
Phi lm g?
Xc nh cc bn quan tm thch hp v mi quan h ca h vi t chc;
Xc nh v u tin cc mi quan h vi bn quan tm cn c qun l;
Thit lp quan h cn bng gia li ch ngn hn vi cc cn nhc lu di;
Thu thp v chia s thng tin, kin thc chuyn mn v ngun lc vi cc
bn quan tm thch hp;
o lng kt qu thc hin v cung cp thng tin phn hi cho cc bn
quan tm mt cch thch hp tng cng sng kin ci tin;
Thit lp cc hot ng pht trin v ci tin hp tc vi cc nh cung cp,
i tc v cc bn quan tm khc;
Khuyn khch v tha nhn ci tin v thnh tu ca i tc

23 23
H thng qun l cht lng
Tp hp cc yu t c lin quan v tng
tc ca mt t chc thit lp cc
chnh sch v mc tiu v cc qu trnh
t cc mc tiu
(ISO 9000-2015)

(Tp hp cc yu t c lin quan v tng


tc ca mt t chc nh hng v kim
sot v cht lng)

Pho Duc Tru 2016 v1 24


Vai tr h thng qun l
Yu cu i vi h thng qun l cht lng
Phn tch cc yu cu ca khch hng, gip nng cao s tho mn ca
khch hng.
Xc nh v kim sot c h thng cc qu trnh gip cho sn phm n
nh, c khch hng chp nhn
C s cho vic ci tin khng ngng cc kt qu thc hin (performance)
To ra s tin tng trong ni b t chc v khch hng v kh nng cung
cp sn phm lun p ng cc yu cu
H thng qun l ca t chc c th c hp nht ho vi h thng
qun l cht lng thnh mt h thng qun l duy nht s dng cc yu
t chung

Pho Duc Tru 2015.v3 25


B tiu chun ISO 9000 @
Core
Standards
H thng qun l cht lng
ISO 9001:2008
Yu cu

ISO 9000:2005 ISO 9004:2009


C s v t vng Hng dn

ISO 100XX

Pho Duc Tru 2015.v3 26


Gii thiu ISO

27
Gii thiu ISO
(31/12/2015)

162 T chc tiu chun quc gia bao


gm:

119 T chc thnh vin chnh thc


38 Thnh vin quan st
5 Thnh vin ghi danh

21133 tiu chun v vn bn dng


tiu chun
28
Thnh tu ca ISO 9001

ISO 9001 c ban hnh ln u vo nm 1987


Tiu chun c sa i nhiu ln
L mt trong nhng cng c qun l bn vng v thnh cng nht tng c
to ra
Hn 1,1 triu t chc trn ton th gii trn 180 quc gia c chng
nhn theo tiu chun ISO 9001
(Kho st ISO 2013)

29
PDT 2016 v1
ISO 9001v xu th xy dng
cc tiu chun v h thng
qun l

30
PDT 2016 v1
Tnh trng hin nay ca cc
h thng qun l
Nhng n lc tch hp

3131
PDT 2016 v1
Nhu cu song hnh cc tiu chun v HTQL
Nhm Phi hp K thut Chung ca ISO (Joint Technical
Coordination Group (JTCG)):
Tm nhn chung cho cc tiu chun HTQL
Cu trc cp cao cho mi tiu chun HTQL
Tiu cc tiu mc thng nht trong cu trc cp cao
Thut ng c bn chung nht cho cc tiu chun HTQL
Nhm n gin hn cho nhng ai mun c mt h thng
qun l duy nht

32
PDT 2016 v1
Annex SL Appendix 2
Cc yu cu chung i vi cc tiu chun h thng qun l c
nu trong Consolidated ISO Supplement to the ISO Directives, Part 1
(Procedures specific to ISO), Annex SL (normative) Proposals for
Management System Standards, SL.8 Guidance on the development
process and structure of an MSS plus Appendices 2-4 (t y gi l
Annex SL)
Annex-SL-Whitepaper.pdf

33
PDT 2016 v1
ISO Directives Part 1:2012 Annex SL
Thc hin khuyn ngh ca JTCG
Xc nh cu trc chung v nh dng mi tiu chun HTQL
mi v sot xt cc tiu chun hin c
Phn li (text) chung (xp x 30% hay hn ca mi tiu
chun s c phn li ging nhau)

34
PDT 2016 v1
Cu trc cp cao v nh s theo Annex SL
1 Phm vi
2 Ti liu vin dn
3 Thut ng v nh ngha
4 Bi cnh ca t chc
4.1 Hiu t chc v bi cnh ca t chc
4.2 Hiu nhu cu v mong mun ca cc bn quan tm
4.3 Xc nh phm vi ca h thng qun l
4.4 H thng qun l
5 S Lnh o
5.1 Lnh o v cam kt
5.2 Chnh sch
5.3 Vai tr, trch nhim v quyn hn ca t chc
6 Hoch nh
6.1 Hnh ng gii quyt cc ri ro v c hi
6.2 Mc tiu XX v hoch nh t c cc mc tiu
35
Cu trc cp cao v nh s theo Annex SL
7 H tr
7.1 Cc ngun lc
7.2 Nng lc
7.3 Nhn thc
7.4 Trao i thng tin
7.5 Thng tin dng vn bn
7.5.1 Khi qut
7.5.2 To lp v cp nht
7.5.3 Kim sot cc thng tin dng vn bn
8 Vn hnh
8.1 Hoch nh v kim sot vn hnh

Pho Duc Tru 2016 v1 36


Cu trc cp cao v nh s theo Annex SL
9 Xem xt nh gi kt qu thc hin
9.1 Theo di, o lng, phn tch v xem xt nh gi
9.2 nh gi ni b
9.2.1 nh gi ni b
9.2.2 (Cc) chng trnh
9.3 Xem xt ca lnh o
10 Ci tin
10.1 S khng ph hp v hnh ng khc phc
10.2 Ci tin lin tc

Pho Duc Tru 2016 v1 37


Ni dung ISO 9001:2015

38
PDT 2016 v1
Cc thay i chnh
1. Ph hp vi Cu trc cao cp (HLS)
2. Sn phm v dch v thay cho sn phm
3. Phi hiu bi cnh ca t chc
4. Cch tip cn qu trnh c tng cng/r rng hn
5. Nhn mnh n ri ro v c hi, loi b hnh ng phng nga
6. Thng tin dng vn bn
7. Sn phm v dch v c cung cp t bn ngoi thay cho mua sn
phm v thu ngoi
8. Loi b mt s yu cu c th: s tay cht lng,i din lnh o

39
PDT 2016 v1
MT S THAY I THUT NG
ISO 9001:2008 ISO 9001:2015
Products (Sn phm) Products (Sn phm) v services (Dch v)
Exclusions (Loi tr) Not used (Khng s dng)
Management representative (i Not used (Khng s dng)
din lnh o )
Documentation (Ti liu), Documented information (Thng tin dng vn bn)
records (H s)
Work environment (Mi trng Environment for the operation of processes (Mi
lm vic) trng vn hnh cc qu trnh)
Purchased product (Sn phm Externally provided products and services (sn
mua) phm v dch v do bn ngoi cung cp)
Monitoring and measuring equipme Monitoring and measuring resources (Ngun lc theo
nt (Thit b theo di v o lng) di v o lng)
Supplier (Nh cung ng) External provider (nh cung cp bn ngoi)
Pho Duc Tru 2015 v3
40
PDT 2016 v1
41

3 quan nim ct li

Xc nh cc qu trnh cn thit t kt qu hoch


nh
T duy da trn ri ro
Qun l cc qu trnh v h thng theo PDCA

41
PDT 2016 v1
Chu trnh P-D-C-A
Hnh ng Lp k hoch (5W, 1H)
Khc phc, Ci tin ln t c g (mc tiu)
sau nh th no Lm nh th no (qui trnh)

Act Plan What, Who


When, Where,
How

Kim tra, theo di p dng


Mi vic c lm Check Do Lm iu
nh hoch nh?
hoch nh

42
PDT 2016 v1
CCH TIP CN THEO QU TRNH
Mng li
Qu trnh

Yu Yu
cu cu
c
xc p
nh ng

43
PDT 2016 v1
S in hnh mt qu trnh trong h thng qun l

ACT- CI TIN PLAN- HOCH NH QT


QUY M VIC HOCH NH PH
KHI CN Tng
Tng THUC VO RISK
Tc
Tc
Vi
Vi u vo u ra
Cc
DO- THC HIN QU TRNH Cc
Qu
Qu
Trnh
Trnh
CHECK- THEO DI V O
LNG KT QU HOT NG Khc
Khc
QU TRNH

44
PDT 2016 v1
Cu trc cao cp v b sung ca H thng qun l cht lng
4 6 9
5 7 8 10
Bi cnh ca Hoch nh nh gi kt
S Lnh o H tr Thc hin Ci tin
t chc cho QMS qu hot ng

4.1 Hiu t 5.1 6.1 8.1 Hoch 9.1 Theo di,


Hnh ng 7.1 o lng, phn 10.1
chc v bi Lnh o & nh v KSot
i vi ri ro Cc ngun lc tch v nh gi Khi qut
cnh Cam kt hot ng
v c hi
4.2 Hiu nhu 9.1.1 10.2
5.1.2 6.2 Mc tiu Xem
cu v mong Slide tip Khi qut S KPH v
Hng vo CL v hoch slide tip
i ca cc hnh ng
khch hng nh t c khc phc
bn quan tm 9.1.2
7.2 Nng lc S tha mn 10.3
4.3 Xc nh 6.3
5.2 ca khch hng Ci tin
phm vi ca Hoch nh
Chnh sch khng ngng
QMS cc thay i
cht lng 9.1.3
7.3 Phn tch v
Nhn thc nh gi
4.4 5.3 Vai tr,
H thng trch nhim
QLCL v cc v quyn hn 9.2
7.4 Trao i
qu trnh nh gi ni b
thng tin

7.5 9.3 Xem xt ca


Thng tin lnh o 45
dng vn bn
Cu trc cp cao v cu trc H thng qun l cht lng b sung:
7 H tr

7.1 Ngun lc 7.4 Trao i 7.5 Thng tin


7.2 Nng lc 7.3 Nhn thc
thng tin dng vn bn
7.1.1
Khi qut

7.1.2
Con ngi

7.1.3 C s h tng

7.1.4 Mi trng hot


ng ca cc qu
trnh

7.1.5 Ngun lc theo


di v o lng

7.1.6 Tri thc ca t


chc
46
Cu trc cp cao v cu trc H thng QLCL b sung:
8 Vn hnh

8.1 Hoch nh v 8.3 Thit k v 8.4 Kim sot sn 8.5 Cung cp sn 8.6 Chuyn giao sn
kim sot vn hnh pht trin sn phm v dch v do phm v dch v phm v dch v
phm v dch v bn ngoi cung cp
8.2 Xc nh cc yu 8.7 Kim sot u ra
cu i vi sn phm 8.5.1 Kim sot
8.3.1 Khi qut vic cung cp sn khng ph hp
v dch v 8.4.1 Khi qut
phm v dch v

8.2.1 Trao i thng 8.3.2 Lp k hoch


thit k v pht 8.4.2 Loi v mc 8.5.2 Xc nh v
tin vi khch hng kim sot vic
trin truy ngun gc
cung cp bn ngoi
8.2.2 Xc nh cc 8.3.3 u vo ca 8.5.3 Ti sn ca
yu cu lin quan n thit k v pht 8.4.3 Thng tin cho khch hng hoc
sn phm v dch v trin cc nh cung cp nh cung cp bn
bn ngoi ngoi
8.3.4 Kim sot
8.2.3 Xem xt cc yu
thit k v pht 8.5.4 Bo ton
cu lin quan n sn
trin
phm v dch v
8.3.5 u ra ca 8.5.5 Hot ng
8.2.4 Cc thay i sau giao hng
thit k v pht
i vi yu cu lin
trin
quan sn phm v 8.5.6 Kim sot
dch v thay i
8.3.6 Cc thay i
ca thit k v
pht trin 47
Phm vi p dng
Mi t chc, khng phn
bit loi hnh hay quy m
hay sn phm v dch v
m t chc cung cp.

48
PDT 2016 v1
TNG QUAN
Thit k v p dng h thng qun l cht lng da trn bi
cnh v s thay i ca n:
Cc mc tiu c th;
Cc ri ro lin quan n bi cnh v mc tiu;
Nhu cu v mong i ca khch hng v cc bn quan tm;
Sn phm v dch v cung cp;
Mc phc tp qu trnh v mi quan h ca chng;
Nng lc nhn vin v ngi lm vic trn danh ngha t chc;
Quy m v c cu t chc

Pho Duc Tru 2015 v3


49
PDT 2016 v1
4. BI CNH CA T CHC
4.1 Hiu t chc v bi cnh Mi
Mi

Xc nh cc vn bn ngoi v bn trong lin quan n mc ch


v nh hng chin lc v chng nh hng n kh nng t
c cc mc tiu mong mun h thng QLCL
Theo di v xem xt cc thng tin lin quan yu t bn trong v
bn ngoi.

Pho Duc Tru 2015 v3


50
PDT 2016 v1
BI CNH T CHC

S kt hp ca cc yu t v iu kin bn trong v
bn ngoi c th c nh hng n phng php tip
cn ca t chc i vi sn phm, dch v, u t v
cc bn quan tm.
Mi trng kinh doanh, mi trng ca t chc.

Pho Duc Tru 2015 v3


51
PDT 2016 v1
4. BI CNH CA T CHC
4.2 Hiu nhu cu, mong i cc bn quan tm: Mi
Mi

Xc nh:
Cc bn quan tm
Cc yu cu ca cc bn quan tm
Theo di v xem xt cc thng tin v cc bn quan tm v cc
yu cu lin quan ca h.

Pho Duc Tru 2015 v3


52
PDT 2016 v1
4. BI CNH CA T CHC

4.3 Xc nh phm vi p dng h thng qun l cht lng:


Phm vi p dng di dng thng tin vn bn (documented
information):
Sn phm v dch v c bao ph bi h thng qun l cht
lng
Gii thch r cc yu cu tiu chun m t chc khng p dng

Pho Duc Tru 2015 v3


53
PDT 2016 v1
4. BI CNH CA T CHC
4.4 H thng qun l cht lng v cc qu trnh:
Xc nh cc qu trnh cn thit v
C yu
Cc yu cu u vo v u ra. Mimi
cu
Trnh t v mi tng tc.
Chun mc, phng php, cc php o v cc ch s m bo hot ng hiu lc
v kim sot cc qu trnh
Ngun lc cn thit.
Trch nhim v quyn hn.
Ri ro v cc c hi, hoch nh v thc hin hnh ng thch hp.
Phng php theo di v o lng, nh gi
Ci tin qu trnh
Thng tin dng vn bn thc hin cc qu trnh v cung cp bng chng
Pho Duc Tru 2015 v3
54
PDT 2016 v1
5. S Lnh o
5.1 S Lnh o v cam kt:
5.1.1 S Lnh o v cam kt ca lnh o cao nht i vi h thng qun l
cht lng.
C yu
Trch nhim i vi hiu lc HTQLCL Mimi
cu
chnh sch cht lng v mc tiu cht lng.
Tch hp cc yu cu h thng QLCL trong cc qu trnh KD
Cch tip cn qu trnh v t duy da trn ri ro
Ngun lc
Truyn thng tm quan trng ca QLCL v ph hp yu cu
t c cc kt qu mong mun.
Khuyn khch, h tr, nh hng nhn vin ng gp vo hiu lc h thng qun l
Thc y ci tin.
Pho Duc Tru 2015 v3
55
PDT 2016 v1
5. S Lnh o
5.1 Lnh o v cam kt:
5.1.2 Hng vo khch hng
Xc nh v p ng yu cu khch hng, yu cu php l
Xc nh v gii quyt ri ro v c hi nh hng s ph hp ca sn
phm v dch v v kh nng tng cng s tha mn khch hng
nh hng nng cao s tha mn khch hng.

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PDT 2016 v1
5. S Lnh o
5.2 Chnh sch cht lng:
Ph hp vi mc ch v bi cnh ca t chc.
Cung cp khung cho vic thit lp v xem xt mc tiu.
Bao gm cam kt tha mn cc yu cu c th p dng.
Bao gm cam kt ci tin khng ngng HTQLCL

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PDT 2016 v1
5. S Lnh o
5.3 Vai tr, trch nhim v quyn hn: C yu
Mimi
cu
Phn cng trch nhim v quyn hn
m bo h thng qun l cht lng ph hp cc yu cu tiu chun.
m bo qu trnh em li u ra d kin
Bo co kt qu hot ng h thng qun l cht lng, c hi ci tin,
ti lnh o cao nht.
m bo qung b hng n khch hng cho ton b t chc.
Tnh ton vn ca HTQLCL c duy tr khi c thay i c hoch nh

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6. HOCH NH H THNG QUN L CHT LNG

6.1 Hnh ng cp n ri ro v c hi Mi
Mi

6.1.1 Xc nh cc ri ro v c hi khi hoch nh h thng qun l


cht lng, (xem xt 4.1 v 4.2) v cp n
m bo t c kt qu mong mun.
Nng cao tc ng mong mun;
Phng nga hoc gim thiu cc nh hng khng mong mun.
Ci tin

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6. HOCH NH H THNG QUN L CHT LNG

6.1.2 Hoch nh Mi
Mi
Hnh ng i vi ri ro v c hi
Cch thc
o tch hp v thc hin hnh ng vo cc qu trnh trong h
thng QL cht lng.
o nh gi tnh hiu lc h thng qun l

Hnh ng i vi ri ro v c hi phi tng xng vi nh hng


tim n ca s ph hp ca sn phm v dch v.

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Qun l ri ro yu km (Risk Mismanagement)
Qun l ri ro yu km hoc thiu qun l ri ro l gc r ca mi v mi tht bi
kinh doanh m chng ta thy

61
PDT 2016 v1
Ri ro
nh hng ca s khng chc chn i vi mc tiu
nh hng l s lch khi kt qu mong mun - tch cc v/hoc tiu cc.
S khng chc chn l trng thi thiu ht thng tin lin quan n hiu
bit v mt s kin, h qu hay kh nng xy ra ca n
Ri ro c c trng bi tham chiu n kh nng xy ra ca bin c v
h qu ca n hay kt hp cc yu t ny.
Ri ro thng c biu th bng t hp ca cc h qu ca mt bin c
v kh nng xy ra
T ri ro i khi c s dng khi ch c h qu tiu cc

62
PDT 2016 v1
T duy da trn ri ro
Tiu chun ISO 9001:2015 lm r Risk based thinking kt hp vi cc yu
cu ca tiu chun trong xy dng, p dng, duy tr v ci tin HTQLCL.
Khng yu cu c phng php chnh thc (formal) qun l ri ro hay qu
trnh qun l ri ro dng vn bn
T chc c trch nhim thc hin t duy da trn ri ro v cc hnh ng
i vi ri ro, bao gm c vic quyt nh lu gi thng tin dng vn bn coi
nh bng chng ca vic xc nh cc ri ro.
Khng phi tt c cc qu trnh t chc c mc ri ro nh sau trong vic
t c mc tiu.
Mc ri ro s khng ph hp sn phm, qu trnh, dch v, h thng
khng ging nhau cho tt c cc t chc.
63
PDT 2016 v1
T tng gim thiu ri ro trong ISO 9001:2015

Mt trong nhng thay i quan trng nht ca ISO 9001 phin bn


2015 l thit lp mt cch tip cn c h thng i vi ri ro hn l
xem n nh l mt yu t ring l ca QMS.
Trong ISO 9001:2008, hnh ng phng nga l mt yu cu ring l
v tch ri (8.5.3)
Vi cch tip cn gim thiu ri ro, t chc tr nn ch ng hn
(thay v ch ng ph) trong vic ngn nga & gim thiu cc tc ng
khng mong mun & khuyn khch ci tin thng xuyn.

64
PDT 2016 v1
T tng gim thiu ri ro trong ISO 9001:2015

Quan im v ri ro c th hin n trong ISO 9001:2008.


Phin bn 2015 th hin c th quan im ny & lm cho n
xuyn sut ton b tiu chun.
Ri ro c xem xt t u v trong sut tiu chun, gn hnh
ng phng nga vo vic hoch nh chin lc cng nh iu
hnh & xem xt ci tin

65
PDT 2016 v1
T tng gim thiu ri ro trong ISO 9001:2015
ISO 9001:2015 s dng T tng gim thiu ri ro t c cc mc tiu
thng qua cc iu khon :

iu 4 T chc phi xc nh cc ri ro c th nh hng n kh nng p ng cc


mc tiu
iu 5 Lnh o cao nht phi cam kt m bo iu khon 4 c thc hin
iu 6 T chc phi thc hin hnh ng x l cc ri ro & cc c hi
iu 8 T chc c yu cu c cc qu trnh nhn bit & x l cc ri ro trong
qun l iu hnh
iu 9 T chc c yu cu c thc hin gim st, o lng, phn tch & nh gi
cc ri ro & cc c hi
iu 10 T chc c yu cu thc hin cc ci tin nhm p ng cc thay i ca
cc ri ro

66
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Li ch trin khai T tng gim ri ro nh th no?

Bng cc xem xt s dng t tng gim thiu ri ro xuyn sut trong t chc,
kh nng t c cc mc tiu nh s c ci tin, u ra s n nh
hn & khch hng s tin tng hn rng h s nhn c sn phm & dch v
d kin.
Do , T tng gim thiu ri ro s:
Xy dng nn tng kin thc vng chc
Thit lp vn ha ch ng trong ci tin
m bo s nht qun ca cht lng sn phm v dch v
Ci tin s tin tng & s hi lng ca khch hng

67
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6. HOCH NH H THNG QUN L CHT LNG
6.2 Mc tiu cht lng v hoch nh t c mc tiu:
6.2.1 Xy dng mc tiu cht lng b phn/cp chc nng, qu
trnh lin quan.
Mc tiu cht lng :
C yu
nht qun vi chnh sch cht lng Mimi
cu
o c
Xt n cc yu cu c th p dng
lin quan s ph hp cc sn phm, dch v v s tha mn
khch hng
c theo di
c thng tin
c cp nht khi cn thit.
Thng tin dng vn bn.
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6. HOCH NH H THNG QUN L CHT LNG
6.2 Mc tiu cht lng v hoch nh t c mc tiu:
6.2.2 Khi hoch nh gii php nhm t c mc tiu cht lng,
phi xc nh:
Nhng g phi thc hin
Ngun lc c yu cu
Ai thc hin
Khi no hon thnh
Kt qu c nh gi nh th no

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6. HOCH NH H THNG QUN L CHT LNG
Mi
Mi
6.3 Hoch nh s thay i:
Thay i HTQLCL c thc hin c hoch nh v h thng
Xem xt
Mc ch ca s thay i v hu qu tim n
Tnh ton vn h thng qun l
S sn c ngun lc
Phn b hoc phn b li trch nhim v quyn hn

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7. H TR
7.1 Ngun lc
Xc nh v cung cp ngun lc.
Cung cp nhn s.
C s h tng.
Mi trng.
Ngun lc theo di v o lng
Tri thc ca t chc

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7. H TR
7.2 Nng lc.
Xc nh nng lc cn thit
m bo c nng lc
Hnh ng c nng lc
Thng tin dng vn bn v nng lc
7.3 Nhn thc
Mi
Mi
Chnh sch cht lng
Mc tiu CL
ng gp cho hiu lc HTQLCL
Hu qu do khng ph hp vi yu cu HTQLCL
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PDT 2016 v1
7. H TR
7.4 Trao i thng tin
Hnh thc trao i thng tin ni b v bn ngoi lin quan h
thng qun l cht lng: what, when, with whom, who, how

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7. H TR
7.5 Thng tin dng vn bn
7.5.1 Khi qut
bt buc theo tiu chun
t nguyn
7.5.2 Lp v cp nht
Nhn bit, m t
Khun kh v media
Xem xt v ph duyt

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7. H TR
7.5 Thng tin dng vn bn
7.5.3 Kim sot, m bo:
sn c,
bo v
Ni dung kim sot
Phn phi, truy cp, s dng, khai thc
Lu gi, bo qun
Kim sot thay i
Thi hn, hy

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8. VN HNH
8.1 Hoch nh v kim sot vn hnh
Hoch nh, p dng v kim sot cc qu trnh trong 4.4 v thc
hin cc hnh ng trong 6.1:
- Yu cu sn phm v dch v
- Chun mc qu trnh v chp nhn sn phm v dch v
- Ngun lc
C yu
- Kim sot cc qu trnh theo chun mc Mimi
cu
- Lu thng tin dng vn bn
Kim sot s thay i c hoch nh v xem xt hu qu cc s
thay i khng mong mun
Kim sot cc qu trnh thu ngoi
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PDT 2016 v1
8. VN HNH
8.2 Xc nh cc yu cu sn phm v dch v
8.2.1 Trao i thng tin vi khch hng
Qu trnh trao i thng tin vi khch hng v
Sn phm, dch v
X l yu cu t hng, hp ng
kin khch hng, khiu ni
Ti sn khch hng
Trng hp khn cp

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8. VN HNH
8.2 Xc nh cc yu cu sn phm v dch v
8.2.2 Xc nh cc yu cu lin quan sn phm v dch v
Xc nh cc yu cu v SP v DV, v yu cu lut nh
Kh nng p ng

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8. VN HNH
8.2 Xc nh cc yu cu sn phm v dch v
8.2.3 Xem xt cc yu cu lin quan sn phm v dch v
Xem xt
o Yu cu do KH qui nh
o Yu cu cn thit cho s dng
o Yu cu lut nh;
o Yu cu hp ng khc vi trc y
Xem xt trc khi cam kt cung cp SP&DV
Trng hp yu cu ca khch hng khng di dng vn bn
Khi yu cu thay i
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8. VN HNH
8.3 Thit k v pht trin sn phm
8.3.1 Yu cu chung
8.3.2 Hoch nh vic thit k v pht trin
8.3.3 u vo thit k v pht trin C thay
Mi
8.3.4 Kim sot thit k v pht trin i
Kt qu phi t, Xem xt, kim tra xc nhn, xc nhn gi tr
s dng
8.3.5 u ra thit k v pht trin
8.3.6 Thay i thit k v pht trin

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8. VN HNH
8.4 Kim sot cc sn phm v dch v ngun bn ngoi
8.4.1 Khi qut
Qu trnh, sn phm, v dch v do bn ngoi cung cp ph
hp vi yu cu quy nh
Khi no?
o Sn phm v dch v a vo sn phm v dch v ca t chc
o Sn phm v dch v c cung cp trc tip cho khch hng
o Qu trnh

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PDT 2016 v1
8. VN HNH
8.4 Kim sot cc sn phm v dch v ngun bn ngoi
8.4.2 Loi v mc kim sot ngun cung cp bn ngoi
Da trn:
o Tc ng tim n ca qu trnh, SP, DV thu ngoi
o Hiu lc ca vic kim sot
Kim tra xc nhn qu trnh, SP, DV thu ngoi
Xc nh cc kim sot i vi nh cung cp bn ngoi v u
ra qu trnh lin quan

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8. VN HNH
8.4 Kim sot cc sn phm v dch v ngun bn ngoi
8.4.3 Trao i thng tin cho cc nh cung cp bn ngoi
Cung cp yu cu v
SP, DV, qu trnh cung cp thay mt cho t chc
Ph duyt hay thng qua SP, DV, qu trnh, phng php, thit
b nng lc nhn s
Tng tc vi HTQLCL ca t chc
Kim sot v theo di kt qu hot ng
Hot ng kim tra xc nhn ca t chc hay khch hng ti c
s ca nh cung cp
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8. VN HNH
8.5 Sn xut v cung cp dch v
8.5.1 Kim sot sn xut v cung cp dch v
Sn xut v cung cp dch v bao gm c giao hng v sau giao
hng trong iu kin c kim sot
Thng tin vn bn v c tnh SP v DV
Thng tin vn bn v cc hot ng v kt qu phi t
Theo di, o lng
C s h tng, mi trng cho cc qu trnh Thay i
Mitrc
cu
Ngun lc theo di o lng
Nng lc, trnh nhn s
Xc nhn gi tr s dng (validation) qu trnh
Hot ng giao v sau giao hng
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PDT 2016 v1
8. VN HNH
8.5 Sn xut v cung cp dch v
8.5.2 Nhn bit v xc nh ngun gc
8.5.3 Ti sn ca khch hng hoc nh cung cp bn ngoi
8.5.4 Bo qun
Mi
Mi
8.5.5 Cc hot ng sau giao hng
Xem xt
Ri ro lin quan n sn phm, dch v
Bn cht, vic s dng v tui th d kin
Phn hi ca khch hng
Cc yu cu php l
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8. VN HNH
8.5 Sn xut v cung cp dch v
Mi
Mi
8.5.6 Kim sot s thay i
Xem xt v kim sot vic thay i khng hoch nh
Thng tin dng vn bn kt qu vic xem xt thay i
8.6 Giao sn phm v dch v Mi
Mi
Kim tra xc nhn m bo p ng yu cu
Bng chng s ph hp vi chun mc
Kim tra xc nhn trc khi giao
Thng tin dng vn bn ngi c thm quyn giao
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PDT 2016 v1
8. VN HNH
8.7 Kim sot u ra qu trnh, SP v dch v khng ph hp
Nhn bit v kim sot u ra qu trnh, SP v dch v KPH
Hnh ng thch hp
Bin php x l:
o Khc phc Thay i
Mitrc
cu
o Phn tch, gi li, thu hi, nh ch
o Thng bo cho khch hng
o Chp nhn nhn nhng
Kim tra xc nhn sau khi khc phc
Lu gi Thng tin dng vn bn v hnh ng thc thi

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9 NH GI KT QU HOT NG
9.1 Theo di, o lng, phn tch v nh gi (evaluation)
9.1.1 Yu cu chung
Xc nh what, how, when (o lng theo di, phn tch nh gi)
Thng tin dng vn bn
nh gi kt qu hot ng v hiu lc HTQLCL
9.1.2 o lng s tha mn khch hng
o lng cm nhn ca khch hng v mc p ng yu cu
Nhn thng tin kin ca khch hng
Phng php nhn v x l thng tin

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9 NH GI KT QU HOT NG
9.1 Theo di, o lng, phn tch v nh gi
9.1.3 Phn tch v nh gi
Phn tch v nh gi cc d liu v thng tin
C yu
S dng kt qu phn tch v nh gi Mimi
cu
- Chng minh s ph hp
- nh gi (evaluate) v nng cao mc hi lng khch hng
- m bo s ph hp v tnh hiu lc HTQLCL
- Chng minh vic hoch nh thc hin
- nh gi (evaluate) kt qu hot ng qu trnh, nh cung cp
- Xc nh cc c hi ci tin
u vo xem xt ca lnh o
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9 NH GI KT QU HOT NG
9.2 nh gi ni b
9.2.1 nh gi nh k theo k hoch, mc ch
9.2.2 T chc nh gi
Hoch nh, thit lp, thc hin, duy tr chng trnh nh gi
Chun mc nh gi v phm vi mi cuc nh gi
Chn chuyn gi nh gi v tin hnh nh gi
Bo co kt qu ti lnh o
S khc phc v hnh ng khc phc
Lu thng tin dng vn bn
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9 NH GI KT QU HOT NG
9.3 Xem xt ca lnh o:
9.3.1 Xem xt nh k c k hoch HTQLCL, m bo thch hp, tha
ng, hiu lc
u vo
C thay
Kt qu cc cuc hp ln trc Mi
i
Cc thay i bn trong, bn ngoi
Thng tin v kt qu thc hin cht lng
Hiu lc cc hnh ng i vi ri ro v c hi
C hi ci tin
u ra: hnh ng, quyt nh v
C hi ci tin
Nhu cu thay i
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10. CI TIN
10.1 Yu cu chung
Tm c hi v thc hin ci tin qu trnh, sn phm v dch v, HTQLCL
10.2 S khng ph hp v hnh ng khc phc
Hnh ng khi c s KPH
X l B hnh
Mi PN
ng
Xem xt nhu cu cn c HKP
Thc hin hnh ng cn thit
Xem xt hiu lc
Thay i h thng QLCL, nu cn
Thng tin dng vn bn v hnh ng khc phc
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10. CI TIN

10.3 Ci tin lin tc


Ci tin lin tc s thch hp, tha ng, hiu lc HTQLCL
Cn c xem xt ci tin C yu
Mimi
cu
Cng c v phng php lun

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M HNH H THNG QLCL DA TRN QU TRNH
4.1,4.2,4.3 Xc
nh bi cnh v
cc bn quan tm
10. Ci tin
v phm vi QMS

Khch 5. S lnh o Khach


hng v hang
cc bn
quan 4.4 QMS v
cc qu trnh 9. nh gi kt Tha
tm 6.Hoch
qu hot ng mn
nh

Yu Sn
cu au vao 8. Tc nghip au ra phm &
dch v

7. Qu trnh h tr 94
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Thi gian chuyn i
2015 2018
Giai on chuyn tip cho ISO 9001:2008 s l ba nm (theo tha
thun ca IAF)

Pho Duc Tru 2015 v3 95


Tham kho
Gii thiu b ti liu tham kho p dng cho tiu chun mi:
S tay cht lng
Danh mc cc qui trnh cn thit v cc biu mu km theo

Pho Duc Tru 2015 v3 96


Cm n!

Pho Duc Tru 2015 v3 97