QUẢN LÝ CHẤT LƯỢNG

Quality Management

Th.S. Huỳnh Bảo Tuân

BM QLSX & ĐH
hbtuan@sim.hcmut.edu.vn
0903786898

If you can’t measure it… you can’t manage it !

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School of Industrial Management
 CHẤT LƯỢNG TRONG DỊCH VỤ

If you can’t measure it… you can’t manage it !

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 If you can’t measure it… you can’t manage it !
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School of Industrial Management
 If you can’t measure it… you can’t manage it !
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School of Industrial Management
 If you can’t measure it… you can’t manage it !
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School of Industrial Management
 If you can’t measure it… you can’t manage it !
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School of Industrial Management
 If you can’t measure it… you can’t manage it !
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School of Industrial Management
Moät khaùch haøng trung thaønh giaù trò ñeán möùc naøo?
Chuùng ta caàn xem xeùt 2 giaù trò: hieän taïoi vaø töông lai:
•Giaù trò hieän taïi cuûa moät khaùch haøng ôû doanh thu laàn ñaàu
laø bao nhieâu?
•Giaù trò töông lai cuûa khaùch haøng ôû doanh thu trong moät thôøi
ñoaïn cuï theå laø bao nhieâu?
Loaïi nhaø Giaù trung Soá böõa/ Doanh thu tieàm naêng
haøng bình thaùng ($)
($) 1 1 naêm 5 naêm
thaùng
Thöùc aên 4,5 3 13,50 162 810
nhanh
Thoâng 12 2 24,00 288 1.440
thöôøng
Cao caáp 35 1 35,00 420 2.100
If you can’t measure it… you can’t manage it !
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 If you can’t measure it… you can’t manage it !
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School of Industrial Management
 If you can’t measure it… you can’t manage it !
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School of Industrial Management
 If you can’t measure it… you can’t manage it !
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School of Industrial Management
 If you can’t measure it… you can’t manage it !
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School of Industrial Management
 If you can’t measure it… you can’t manage it !
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School of Industrial Management
 If you can’t measure it… you can’t manage it !
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School of Industrial Management
 If you can’t measure it… you can’t manage it !
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School of Industrial Management
 If you can’t measure it… you can’t manage it !
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School of Industrial Management
 Thank for your attention !

If you can’t measure it… you can’t manage it !

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