CC NGUYN TC CA

H THNG QUN L
CHT LNG

Cc nguyn tc qun l cht lng

l quy tc c bn v ton din : lnh

o v iu hnh t chc, nhm ci tin
lin tc hot ng ca t chc trong mt
thi gian di bng cch tp trung vo
khch hng trong khi vn ch trng n
nhu cu ca cc bn lin quan.

8 nguyn tc ca qun l cht lng

1. nh hng vo khch hng

T chc ph thuc vo khch hng, v vy

t chc phi hiu nhu cu khch hng
trong hin ti v tng lai, p ng nhu
cu ca khch hng v phn u vt
qu mong i ca khch hng

1. nh hng vo khch hng

Li ch
Tng doanh thu v th phn nh p ng mt
cch nhanh chng, linh hot i vi nhng c
hi ca th trng
Tng hiu qu trong vic s dng cc ngun
lc ca t chc nng cao s tha mn ca
khch hng
Ci thin lng trung thnh ca khch hng

1. nh hng vo khch hng

T chc phi thc hin

Nghin cu v hiu bit nhng nhu cu v
mong i ca khch hng
m bo rng cc mc tiu ca t chc phi
gn kt vi nhng nhu cu v mong i ca
khch hng
Truyn thng (thng tin) nhng nhu cu v
mong i ca khch hng trong mi b phn
ca t chc

1. nh hng vo khch hng

T chc phi thc hin

o lng s hi lng ca khch hng v thc
hin nhng tc ng iu chnh t kt qu
Qun l mt cch h thng nhng mi quan
h vi khch hng
m bo mt cch tip cn cn bng gia vic
tha mn nhu cu ca khch hng v cc bn
quan tm (ch doanh nghip, cng nhn, nh
cung cp, x hi)

2. S lnh o
Lnh o thit lp mc ch v ch o
mt cch nht qun trong t chc, phi to
v duy tr mi trng ni b sao cho mi
ngi tham gia trong vic thc hin t
mc tiu ca t chc

2. S lnh o

Li ch

Mi ngi s hiu v c thc y

hng ti mc tiu ca t chc.

Cc hot ng c nh gi, sp xp v

thc hin mt cch thng nht.

Trao i thng gia cc cp ca mt t

chc s c tng cng

2. S lnh o

T chc phi thc hin

Xem xt nhu cu ca tt c cc bn quan tm
(c lin quan) bao gm khch hng, ch doanh
nghip, ngi lao ng, nh cung ng, nh ti
tr, cng ng a phng nh l mt tng th
Thit lp mt tm nhn r rng v tng lai ca
t chc
Thit lp cc mc tiu v ch tiu y thch
thc (mang tnh thch thc)

2. S lnh o

T chc phi thc hin

To ra v chia s nhng gi tr bn vng, cng
bng v l mu hnh o c mi cp ca t
chc.
Thit lp s tin tng v loi b s s hi.
Cung cp cc ngun lc cn thit, o to v
mi ngi t do hnh ng vi tinh thn trch
nhim ca h.
Truyn cm hng, khuyn khch v cng nhn
nhng ng gp ca mi ngi.

3. S tham gia ca mi thnh vin

Con ngi trong tt c cc
cp l nhn t chnh yu
ca mt t chc v s
tham gia y ca h
cho php nng lc ca h
c khai thc, s dng
cho li ch ca t chc

3. S tham gia ca mi thnh vin

Li ch

Mi ngi c ng vin, cam kt v tham gia

trong t chc.
i mi v sng to trong vic thc hin cc mc
tiu ca t chc.
Mi ngi c trch nhim v hiu nng ca mnh.
Mi ngi hng hi tham gia v ng gp vo ci
tin lin tc.

3. S tham gia ca mi thnh vin

T chc phi thc hin

Mi ngi hiu bit tm quan trng ca nhng

ng gp v vai tr ca h trong t chc.
Mi ngi xc nh (nhn thc) nhng p lc
i vi hiu nng ca h.
Mi ngi nhn trch nhim khi c cc vn
(problems) v c trch nhim phi gii quyt vn
ca h.

3. S tham gia ca mi thnh vin

T chc phi thc hin

Mi ngi nh gi hiu qu ca h i vi mc
tiu c nhn.

Mi ngi ch ng tm kim c hi nng cao

kin thc nng lc, v kinh nghim.

Mi ngi t do chia s kin thc v kinh nghim.

Mi ngi cng khai cng b v tho lun vn .

This is a little story about four people named Everybody,

Somebody, Anybody, and Nobody.
There was an important job to be done and Everybody
was sure that Somebody would do it.
Anybody could have done it, but Nobody did it.
Somebody got angry about that because it was
Everybody's job.
Everybody thought that Anybody could do it, but
Nobody realized that Everybody wouldn't do it.
It ended up that Everybody blamed Somebody when
Nobody did what Anybody could have done

4. Qun l theo qu trnh

Cc kt qu mong mun t c
hiu qu hn khi cc hot ng v
cc ngun lc c qun l nh mt
qu trnh.

4. Qun l theo qu trnh

Li ch

Gim chi ph v chu k kinh doanh thng

qua s dng hiu qu cc ngun lc.
Cc kt qu c ci thin, ph hp v d
on c.
Tp trung v u tin cho cc c hi ci
tin.

Th no l qu trnh c qun l?
Gim st v o lng qu trnh

m bo u vo ng, cc hot ng chuyn i

c thc hin n nh v kt qu mong mun t c,
sau th ci tin qu trnh theo nhu cu

u vo

Hot ng

u ra

Ngun lc ng:
Kt qu mong mun:
Con ngi
Hiuc
qu ph duyt
Hiu
lc
Ch
t lng
sn phm
ng
myc
mc,
Khng
lngthit
ph b
t c kt qu mong mun
Cht lng dch v
Nguyn liu ph hp
Khch hng tha mn
Phng php chun

4. Qun l theo qu trnh

T chc phi thc hin

Xc nh c h thng cc hot ng cn thit
t c kt qu mong mun.
Thit lp trch nhim r rng cho vic qun l cc
hot ng chnh.
Phn tch v o lng nng lc ca cc hot ng
chnh.
Xc nh cc mt phn gii ca cc hot ng
chnh trong v gia cc chc nng ca t chc.

4. Qun l theo qu trnh

T chc phi thc hin

Tp trung vo cc yu t nh ngun ti
nguyn, phng php, v nguyn vt liu ci
tin cc hot ng chnh ca t chc.
nh gi ri ro, hu qu v tc ng ca cc
hot ng lin quan n khch hng, nh cung
cp v cc bn quan tm khc.

5. Tnh h thng
Xc nh, hiu bit v qun l cc qu
trnh lin quan n nhau nh mt h
thng ng gp vo hiu qu v hiu sut
ca t chc trong vic t c cc mc
tiu ca mnh.

5. Tnh h thng

Li ch

Cc qu trnh c sp xp v hp nht
t c kt qu mong mun tt nht.
C kh nng tp trung n lc vo cc qu
trnh chnh yu.
Cung cp s tin tng cho cc bn quan tm
nh s hiu qu, s nht qun v hiu sut
ca t chc.

5. Tnh h thng

T chc phi thc hin

C cu li h thng t c mc tiu ca t
chc mt cch hiu qu v hiu sut nht.
Hiu bit v ph thuc ln nhau gia cc qu trnh
ca h thng.
Cch tip cn c cu trc sao cho cc qu trnh hi
ha v hp nht.
Cung cp mt s hiu bit tt hn v vai tr v
trch nhim cn thit t c mc tiu chung
v do lm gim cc ro cn lin chc nng.

5. Tnh h thng

T chc phi thc hin

Tm hiu v kh nng t chc v thit lp

cc ti nguyn phi c trc khi hnh ng.
Hng n mc tiu v xc nh cch thc
hot ng c th trong mt h thng.
Lin tc hon thin h thng thng qua o
lng v nh gi.

6. Ci tin lin tc

Lin tc ci thin hiu nng tng th

ca t chc phi l mt mc tiu lu
di ca t chc

Qun l theo qu trnh Lin tc ci tin qu trnh

Thng hiu &
p ng cc yu cu

PLAN

Thit lp qu trnh cng vic

DO

Chu trnh
PDCA

Lin tc ci tin qu trnh

da trn o lng mc tiu

o lng kt qu
o lng s ph hp v hiu qu

CHECK

ACTION

6. Ci tin lin tc

Li ch

Nng cao hiu nng thng qua nng lc

c ci thin ca t chc.
Sp xp cc hot ng ci tin cc cp
thc hin nh chin lc ca t chc.
Linh hot trong phn ng nhanh vi cc c
hi.

6. Ci tin lin tc

T chc phi thc hin

S dng cch tip cn ton t chc ph hp ci

tin lin tc hiu nng ca t chc.

Cung cp cho mi ngi cc kha o to v cc

phng php v cng c ci tin lin tc.

Lin tc ci tin sn phm, quy trnh v h thng

l mc tiu cho mi c nhn trong t chc.

Thit lp cc mc tiu hng dn v o lng

theo di, ci tin lin tc.

Nhn bit v ghi nhn ci tin.

7. Quyt nh da trn s kin,

d liu thc t

Cc quyt nh hiu qu da trn s

phn tch d liu v thng tin

7. Quyt nh da trn s kin, d liu thc t

Li ch

Cc quyt nh c thng bo cho mi

ngi.
Nng lc tng ln khi tham chiu n cc
h s thc t chng minh hiu qu ca
cc quyt nh trc y.
Tng kh nng xem xt v thay i cc
kin, quyt nh.

7. Quyt nh da trn s kin, d liu thc t

T chc phi thc hin

m bo d liu v thng tin y , chnh xc v

ng tin cy.

Lm cho d liu d dng s dng khi cn.

Phn tch d liu v thng tin bng cch s dng

cc phng php hp l.

Ra quyt nh v hnh ng da trn phn tch

thc t, cn bng vi kinh nghim v trc gic.

8. Pht trin quan h hp tc

cng c li
T chc v cc nh cung ng ph
thuc ln nhau v mi quan h i bn
cng c li gip tng cng kh nng
ca c hai to ra gi tr

8. Pht trin quan h hp tc cng c li

Li ch

Tng kh nng to ra gi tr cho c hai bn.

Tnh linh hot v tc ca phn ng
chung i vi thay i ca th trng hoc
thay i nhu cu v mong i ca khch
hng.
Ti u ha chi ph v ngun lc.

8. Pht trin quan h hp tc cng c li

T chc phi thc hin

Thit lp mi quan h cn bng li ch

ngn hn vi cc quan tm di hn.
Khai thc chung kinh nghim chuyn mn
v ngun lc vi cc i tc.
Xc nh v la chn nh cung cp chnh.
R rng v ci m trong giao tip.

8. Pht trin quan h hp tc cng c li

T chc phi thc hin

Chia s thng tin v cc k hoch tng lai.

Thit lp s pht trin v cc hot ng ci
tin chung.
Truyn cm hng, khuyn khch v cng
nhn ci tin v thnh tu ca cc nh cung
cp.